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City University of HKCB2201Operations ManagementSemester B, 2017/18Section ID: C01 (example)Group ID: 12 (example)     Student No.     Student Name in full: (Family first)12345678Peter23456789Clement34567890Rain45678901Melody56789012Gigi67890123JohnVideo link:Important Note: If you are hosting your video on YouTube, please set your video privacy setting to “Unlisted”. Otherwise, we will deduct 10% of the marks for your project.Company/organization(s) chosen:Sha Tin Racecourse of The Hong Kong Jockey ClubPrimary topic:Facility Layout and Design Secondary topic (if applicable):5 Dimensions of Service QualityCopyright declaration:Students involved in the project have given their consent to CityU to present this project and related contents to public and institutional activities like exhibitions and demonstrations.A one-page summary report (5%) A summary of your project (~50 words)Sha Tin Racecourse is one of the famous attractions for both tourists and locals. In our project, the current facility layout and and five dimensions are focused. What are the problems/issues faced by the company/organization, which are addressed by your group project? (~150 words)
To commence with, poor facility layout and design can be recognized. As the races are held in the afternoons, sunlight is one of the factors which will affect the outdoor consumers’ experience. Moreover, problems among the dimensions can be found. In terms of assurance, the attitude of their staff cannot comfort the consumers. This is fatal especially for the consumers who lose their bets. Also, there is failure in responsiveness. When one of our members use the self-vending terminal, the cash voucher was “eaten” by the machine. The response speed from the staff is slow and ineffective. Next, in terms of tangibles, there are some failures. One of the tangibles is a tidy environment. In terms of tangibility, we found that the facilities like Digital Zone inside the racecourse is tidy and clean, giving an advanced betting experience to visitors.  Last but not least, empathy can be shown from the service. HKJC will give refund to customers if the horses they bet are not ready to race. This shows HLJC is sensitive to customers’ feeling and provide individual response to customers affected.