You are required to undertake an exploratory investigation and porpose operational improvements to Heathrow Airport.
You should consider the concepts and propose innovative, but realistic, suggestions to improve existing operational practices.
You should also clearly state any operational challenges that might be encountered and how your proposed improvement relate to the identified operational issues and how they could affect quality and overall customer value.
Based on the investigation develop a service blueprint for Heathrow Airport. Your blueprint should be submitted with the report online either scanned or produced electronically.
Suggested report structure:
Introduction: What this report aims to do.
Overview: A brief outline of Heathrow Airport
Operational improvements: It is suggested that you choose 2 other operational concepts covered in the module and apply these to your operation i.e. capacity, queue management, quality, pricing, design or layout. Choose ONLY 2.
Service Blueprint: Based on your investigation develop a service blueprint for Heathrow Airport
Conclusion: Summarise your report
List of references
Module Learning Outcomes:
1. Analyse the basis of effective customer service incorporating an awareness of relevant issues affecting stakeholder groups.
2. Evaluate a wide range of location consideration to understand the importance of location in the overall success of the tourism enterprise.
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