PERFORMANCE EVALUATION Points 100 100 Exam 3(Final Exam) 30% (10% (20%) Class Case Participation. 10% TOTAL Final grades will be calculated as follows 97%-100%A+80%-8299%B- 93%-96.99%A 77%-7999%C+ 90%-9299%A 70%-76.99%C 60%-6999%D 83%-86.99%B Below 60% There will be three exams during the semester worth 60% of your grade. The three exams will contain multiple choice questions, short, essay-type questions as well as case-based questions. All three exams are non-cumulative. Exams must be taken during the scheduled class period. If you must miss an exam for a alid reason, see me before the day of the exam to make other arrangements ASSIGNMENTS There are two assignments that will be completed during the semester. The first involves completing a service encounter journal and writing a paper based on your observations. In the second assignment, you will be designing a new service or redesigning an existing service which will include your development of a service blueprint of the service to gain expertise with using that tool. You will also be responsible for giving a short presentation to the class that highlights the key aspects of your new service that you developed in Assignment Two. More details about the assignments are included at the end of the syllabus CLASS PARTICIPATION IMPORTANT PTS Class participation is expected and is essential for success in the course. As with most courses, the benefits of the course can only be realized when students share their views with the class. Class participation grades will be based on each student's contribution to the class learning experience During the semester, we will be doing a number of in-class activities involving the application of services concepts as well as discussing several cases( time permitting). Preparation for cases as well as participation in case and/or activity related discussions during class will play a significant role in determining class participation grades. For the cases, you will be given a set of questions ahead of time to help you prepare for class discussion of the case. Provided that the overall quality of class discussion remains high, you will not be expected to submit written responses to these questions. The questions are to guide your thinking but actual discussion of each case will be flexible. Feel free to bring up issues that you feel are relevant, including your own experiences Attendance on presentation days and for guest speakers is important and will be counted as part of class participation Bringing in real world examples from outside reading(e.g, wS, BusinessWeek, Fortune, Business2. 0, Fast Company)that highlight course concepts, service innovations etc is highly encouraged The following are guidelines concerning how you should think about class participation. They will be my criteria for evaluating your participation during the semester Content understanding and integration- Do you follow the flow of class discussion and build on others' ideas? When you do not understand something, do you ask questions? Are you an active participant in in-class group case analysis and discussion? Creativity--Do you generate your own insights and applications?2 PERFORMANCE EVALUATION Points Exam 1 ................................ 20% 100 Exam 2 ................................ 20% 100 Exam 3 (Final Exam)........... 20% 100 Assignments ….........…....... 30% #1: (10%) 50 #2: (20%) 100 Class & Case Participation.. 10% 50 TOTAL 500 Final grades will be calculated as follows: 97%-100% A+ 80%-82.99% B- 93%-96.99% A 77%-79.99% C+ 90%-92.99% A- 70%-76.99% C 87%-89.99% B+ 60%-69.99% D 83%-86.99% B Below 60% E EXAMS There will be three exams during the semester worth 60% of your grade. The three exams will contain multiple choice questions, short, essay-type questions as well as case-based questions. All three exams are non-cumulative. Exams must be taken during the scheduled class period. If you must miss an exam for a valid reason, see me before the day of the exam to make other arrangements. ASSIGNMENTS There are two assignments that will be completed during the semester. The first involves completing a service encounter journal and writing a paper based on your observations. In the second assignment, you will be designing a new service or redesigning an existing service which will include your development of a service blueprint of the service to gain expertise with using that tool. You will also be responsible for giving a short presentation to the class that highlights the key aspects of your new service that you developed in Assignment Two. More details about the assignments are included at the end of the syllabus. CLASS PARTICIPATION IMPORTANT PTS: • Class participation is expected and is essential for success in the course. As with most courses, the benefits of the course can only be realized when students share their views with the class. Class participation grades will be based on each student's contribution to the class learning experience. • During the semester, we will be doing a number of in-class activities involving the application of services concepts as well as discussing several cases (time permitting). Preparation for cases as well as participation in case and/or activity related discussions during class will play a significant role in determining class participation grades. For the cases, you will be given a set of questions ahead of time to help you prepare for class discussion of the case. Provided that the overall quality of class discussion remains high, you will not be expected to submit written responses to these questions. The questions are to guide your thinking but actual discussion of each case will be flexible. Feel free to bring up issues that you feel are relevant, including your own experiences. • Attendance on presentation days and for guest speakers is important and will be counted as part of class participation. • Bringing in real world examples from outside reading (e.g., WSJ, BusinessWeek, Fortune, Business2.0, Fast Company) that highlight course concepts, service innovations etc. is highly encouraged. The following are guidelines concerning how you should think about class participation. They will be my criteria for evaluating your participation during the semester. Content understanding and integration -- Do you follow the flow of class discussion and build on others' ideas? When you do not understand something, do you ask questions? Are you an active participant in in-class group case analysis and discussion? Creativity -- Do you generate your own insights and applications?