his proposal recommends the most advisable option for the company to raise customer satisfaction of the City Railway Corporation. Background

LAN4101_EA_Notes to Students

 

(1920_S3)_PTD/E

P 1 |

9

 

 

Languages Discipline, Hong Kong Institute of Vocational Education

PTD/E

 

 

Task Part 1

You work at City Railway Corporation, a Hong Kong-based company which runs rail

lines in the city. You are now required to complete a proposal on possible options to

raise customer satisfaction with the services.

Read the first three sections of the proposal below to understand the context and situation.

 

 

Proposal

Introduction Purpose

This proposal recommends the most advisable option for the company to raise customer satisfaction of the City Railway Corporation. Background

The City Railway Corporation (CRC) is a company based in Hong Kong with a mission to provide a fast, safe and reliable mode of public transport through running the mass rapid transit system. Besides, the CRC is committed to continually making the best use of station space and improving facilities for staff and customers. A recent customer survey revealed that there has been a continuous decrease in customer satisfaction in the past two quarters. A high percentage of passengers reflected their views that they were disappointed with the inadequate station facilities. They felt that every CRC station seems to be full of shops and other commercial services, but the CRC was not doing enough in providing a better service to the passengers. The existing facilities at the stations were not meeting their needs. In view of this, the management is actively seeking ways to improve the station facilities. It is hoped that the proposal will make the facilities for passengers provided in the stations more desirable and, as a result, it will raise the passengers’ satisfaction.

Situation Identified

It is apparent that there is a genuine need for the CRC to identify the best proposal to improve passenger satisfaction which can maintain the positive image of the company established over the years. In order to translate this aim into a specific course of action, proposals for concrete initiatives have been made and investigated.

 

 

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LAN4101_EA_Notes to Students

 

(1920_S3)_PTD/E

P 2 |

9

 

 

Languages Discipline, Hong Kong Institute of Vocational Education

PTD/E

 

Initial Proposals Three options were initially proposed for immediate investigation:

1. to provide drinking water dispensers;

2. to install toilets in unpaid areas; and

3. to offer babycare rooms.

Investigation Findings 1. Providing drinking water dispensers

Availability of drinking water is one of the basic passenger amenity identified in the survey conducted by the CRC. Self-service water dispensers with hot and cold drinking water could be provided at the stations. With the water dispensers, passengers will be able to get drinking water when they need it or refill their water containers. This proposal will improve passengers’ travelling experience. At the same time, it will help to encourage people to bring their own reusable water bottles and thus enhance the company’s image in promoting environmental protection. However, the floor may become wet and slippery if water is spilt. Slippery surfaces may cause slips and falls. Besides, there may be concerns about the quality of water. 2. Installing toilets in unpaid areas

A majority of the services provided in the stations are to bring convenience to the passengers. Currently, public toilets are accessible to passengers only in the paid areas of limited stations. To further enhance the quality of services, public toilets could be provided in unpaid areas at some stations.

With the installation of toilets in unpaid areas, the CRC would be providing greater service to ensure that passengers will be receiving the most convenience and ease for their ride. It is also believed that the provision of the toilets and their inclusive design would help to build up an image of a caring company. Nevertheless, the dust and noise generated during installation of the toilets may cause disturbance to passengers. As the toilets will be frequently used, maintaining their hygiene would also be a concern. 3. Offering babycare rooms

At present, the stations do not provide any facilities for baby care. Parents are facing problems in taking care of or feeding babies while travelling with the CRC. Thus, the provision of babycare rooms will be welcomed. Each babycare room could be equipped with baby caring facilities and an independent breastfeeding area.

Well-designed babycare rooms could provide a comfortable environment for parents to take care of their babies which will bring relief to the parents travelling with the infants. As such a facility responds to the passengers’ feedback, it will raise passengers’ satisfaction with the company’s quality of services and facilities. Nevertheless, the installation work may cause inconvenience to passengers. Apart from this, the cleanliness of the rooms would be a concern.

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P 3 |

 

 

 

 

Task Part 2

Now read the fourth section of the proposal, the Investigation Conclusions, and your supervisor’s handwritten notes below. Then, using all of the notes, finish writing the final two sections of the proposal – Recommended Proposal (Implementation; Elaboration on Benefits) and Conclusion – in 350 words in the Answer Booklet provided. You need to explain why you support the recommended option by discussing its implementation and elaborating on its benefits. To strengthen your arguments for the chosen option, you are highly recommended to expand the given points in the notes with more details other than those stated. Your answer should demonstrate your ability to communicate your message with subtlety, tact and sensitivity.

Investigation Conclusions

The investigation findings show three possible measures to improve customer satisfaction. All of them have both pros and cons.

Installing public toilets in unpaid areas helps to provide the most convenience to passengers as well as to build up an image of a caring company. However, considering the concerns about maintaining the toilets’ hygiene, this option is not advisable.

The proposal of offering babycare rooms seems to be a feasible option as it will bring direct benefits to the passengers travelling with infants. Nevertheless, it might not be easy to avoid the possible inconvenience to passengers during the installation work. Thus, this would not be a good option.

The proposal of providing water dispensers is the best option for improving customer satisfaction as it will bring significant benefits to both the passengers and the company in the long run. In addition, concerns about the potential slips and falls and quality of water can be easily resolved.

 

Pro for passengers

o ↑ passengers’ travelling experience

Pros for company o ↑company image in promoting environmental

protection o ↑customer satisfaction

[elaborate and explain with reasons]

 

This is the one.

Implementation

Implementation plan

o HK$7 million  costs of dispensers and installation

o water dispensers to be available in July 2021

 

Recommended action to make the proposal more effective

o put up hot water signs to warn people of potential danger

 

Measures to address concerns

1. Slips and falls o clean floor regularly

2. Quality of water

o [suggest a solution]

Selection considerations 1. practicality 2. attractiveness

 

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LAN4101_EA_Notes to Students (1920_S3)_PTD/E P 1 | 9

 

Languages Discipline, Hong Kong Institute of Vocational Education

 

 

 

Hong Kong Institute of Vocational Education

 

LAN4101

 

English and Communication: Promotional Materials

 

End-of

Module Assignment

 

(60%)

 

Semester

3

, AY

201/20

Notes to Students

 

Submission deadline:

One calendar day after the last lesson, DD MM 2020 (23:55)

 

Assignment

Download the Assignment task from your Moodle course after noon, 24 June 2020 (Wed).

 

You are required to write about 300-350 words to express persuasion and emotion when

presenting information, ideas, related explanations, discussion/argument, and evaluation in a

written proposal. The task is on p.3-5 of this Notes to Students.

 

You should demonstrate that you can organise the given content in order to structure and write

effectively and with confidence the following sections of a proposal:

 Recommended proposal: details of the recommended proposal in light of the given

conclusions drawn from the investigation

1. Implementation: details about how the proposal will be carried out and tactful

discussion of follow-up actions that can enhance the chosen option and address

possible concerns

2. Elaboration on benefits: persuasive and tactful discussion of the benefits of the

chosen option

 Conclusion: a brief and positive closing remark that summarises the main idea of the

proposal and makes an appeal to the readers to accept the chosen option

 

You will be assessed on the following criteria:

 Understanding of and appropriate response to the task situation

 Style and register

 Cohesion and fluency

 Range of vocabulary and expressions

 Accuracy in grammar

 

 

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LAN4101_EA_Notes to Students (1920_S3)_PTD/E P 2 | 9

 

Languages Discipline, Hong Kong Institute of Vocational Education

PTD/E

 

Submission

 The assignment must be typewritten. On the Answer Booklet (MS Word file), fill in the

information on p.1 and give your answer from p.2 onwards.

 The assignment must be uploaded onto Moodle on or before the deadline. Please follow

the instructions on p. 6 – 9 of this Notes to Students.

 Please be reminded not to copy from any published/online sources without

acknowledgement or the work of other students. You should refer to the IVE/HKDI Student

Handbook for regulations concerning assessments.

 By submitting this assignment, you confirm that it is entirely your own work and does

not involve plagiarism. Students found responsible for violating academic integrity

will be penalised.

 

Late Submission

 Students who fail to submit the assignment before the deadline because of a valid reason

must submit the original, relevant documentary evidence to the module teacher no later than

3 working days after submission deadline.

 Approval / Disapproval for reassessment will be granted by the Head of the Language Centre. Upon approval, students will submit the assignment according to the instructions of the

module teacher.

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LAN4101_EA_Notes to Students (1920_S3)_PTD/E P 9 | 9

 

Languages Discipline, Hong Kong Institute of Vocational Education

PTD/E

 

 Your answer booklet has been submitted

 

 

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LAN4101_EA_Notes to Students (1920_S3)_PTD/E P 8 | 9

 

Languages Discipline, Hong Kong Institute of Vocational Education

PTD/E

 

 Click “Edit submission” to make changes

 Click “Submit assignment” to submit

Once the assignment is submitted, you will not be able to make any more changes.

 

 

 Tick the box to accept the submission statement

 Click “Cancel” to go back to the previous step

 Click “Continue” to submit and no further changes can be made

 

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LAN4101_EA_Notes to Students (1920_S3)_PTD/E P 7 | 9

 

Languages Discipline, Hong Kong Institute of Vocational Education

PTD/E

 

 Click “Add submission” to upload your Answer Booklet

 

 

 Drag and drop your Answer Booklet

 Click “Save changes”

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LAN4101_EA_Notes to Students (1920_S3)_PTD/E P 6 | 9

 

Languages Discipline, Hong Kong Institute of Vocational Education

PTD/E

 

Uploading the Answer Booklet to Moodle

 

 Save your answer in your Answer Booklet. Name your file in this format:

LAN4101_ programme-class(campus)_full name.doc

(e.g. LAN4101_IT114206-2A(TM)_ChanTaiMan.doc)

 

 

 Go to https://moodle.vtc.edu.hk and log in

 Choose the English module (LAN4101) for this semester

 

 Click “End-of-module Assignment (60%)”

 

LAN4101_LD_DCOM_jon_1

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