Service Operations Management - PDF

Running head: SERVICE OPERATIONS MANAGEMENT
Service Operations Management
Name of the Student:
Name of the University:
Author Note:

1SERVICE OPERATIONS MANAGEMENT
Executive Summary:
This is a reflective account of the group in presenting a task. There is an assessment on the report
that describes the impact of the team’s attitude towards a group work. This assessment of the
group takes place with the help of Tuckman and Jensen’s theory on team development. There
report also puts forward an evaluation on the impact of individual capabilities and competencies
in the context of Belbin’s theory. There is also a set of recommendations provided on improving
the effectiveness of the team.

2SERVICE OPERATIONS MANAGEMENT
Table of Contents
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................3
Assessing the Impact of the Team’s Attitude towards Group Work...........................................3
Task 2...............................................................................................................................................6
Evaluation of the Impact of Individual’s Capabilities and Competences towards Group Work. 6
Task 3...............................................................................................................................................7
Recommendations for Improving the Effectiveness of the Group..............................................7
Conclusion.......................................................................................................................................8
References:......................................................................................................................................9

3SERVICE OPERATIONS MANAGEMENT
Introduction
The report is a reflective account on the attitude and approach of a group followed in
presenting a task. The report provides an answer to three questions divided into Task 1, Task 2
and Task 3. In task one there is an assessment done on the impact of the attitude of the team in a
group work. The report however presents the assessment in the context of Tuckman and Jensen’s
theory on team development. The second task is an evaluation on the impact of the competencies
and capabilities of the individuals towards a group. This evaluation is done in the context of the
Belbin’s theory relating to team roles for a task. The report also presents recommendations as a
part of task 3 where steps for improving the effectiveness of the group mentioned.
Task 1
Assessing the Impact of the Team’s Attitude towards Group Work
While forming a team I have found that it is a time consuming process as the members go
through recognizable stages from being a group of strangers to a united group having common
set of goals. Thus, understanding the team’s attitude towards the group work through Tuckman
and Jensen’s theory on team development is important which helped the team become more
effective in a short time. Bruce Tuckman, a professor of psychology, helped in the identification
of four stages to team development (Fransen, Weinberger and Kirschner 2013). These stages
include forming, storming, norming and performing, experienced by every team. He also
suggested that every team goes through an initial unproductive stage until it becomes self-
sufficient.
According to Haines (2014), three issues determine the performance of the team. These
issues include the content, the process and the feelings. Content focuses on activities undertaken