There are two individual projects/case study which you will be expected to analyze and write by individually. You are expected to submit a 3-5 pages case study report in the end. Collectively, they will account for 40% of your Final Grade.

The Walk-through-Audit (WtA) Project involves the selection of a service in which you prepare an audit questionnaire used by management to evaluate the service from the perspective of a customer. A WtA of the Helsinki Museum of Art and Design can be found in the textbook page 182, which is a good example to follow with. A copy of the audit questionnaire, statistical analysis of the responses, and analysis of the gaps between management's perceptions and customer responses is expected in the report.

1. Select a service firm and get permission of management.

2. Prepare a first draft of the audit questionnaire.

3. Conduct audit (survey customers and managers).

4. Analysis of perception gaps between customers and managers.

5. Prepare recommendations and present to management.