Service operations Management JUNE 2025

Description

Service Operations Management

Jun 2025 Examination

 

 

Q1. Service Sector organisations (for instance: BPO/ Education/ Hospitality) have direct interaction with the customers wherein they face some typical challenges like understanding their individual needs from the services which are intangible in nature. The service providers thus face a lot of similar challenges. Analyze these challenges faced by service operations managers in the service sector as compared to the manufacturing sector. (10 Marks)

Ans 1.

Introduction

The service sector, comprising industries like BPO, education, and hospitality, plays a pivotal role in modern economies. These organizations operate in environments where customer interaction is immediate, intense, and highly personalized. Unlike manufacturing, where output is tangible and can be standardized, services are intangible, perishable, and often customized in real-time based on individual customer needs. Service operations managers thus navigate a complex landscape involving people, processes, and performance delivery under dynamic condition

 

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Q2. Analyze the challenges faced by service operations managers in the IT sector, especially in the Post-Covid scenario where work from home has become a new norm; and propose solutions to these challenges. (10 Marks)

Ans 2.

Introduction

The COVID-19 pandemic catalyzed a global transformation in the way organizations operate, with the Information Technology (IT) sector witnessing one of the most dramatic shifts. What began as a crisis response—adopting remote work—has now evolved into a permanent fixture of operational strategy. While this transition enabled business continuity and reduced overheads, it also introduced a host of challenges for service operations managers. These managers are now tasked with overseeing performance, ensuring service quality, and maintaining employee

 

 

 

Q3 (A). The Education sector has seen exponential growth in recent years with multiple Social media platforms contributing to access to huge amount of educational content sitting in the confines of one’s home.

Evaluate the impact of technology on service operations management in the education sector, highlighting methods and tools available to the various stakeholders in the sector. Cite real scenario examples as suitable (5 Marks)

Ans 3a.

Introduction

Technology has revolutionized the education sector by reshaping how learning is delivered, accessed, and managed. From digital classrooms to AI-powered learning platforms, educational institutions have rapidly integrated technology to enhance operations and learning outcomes. Social media, mobile apps, and e-learning platforms have made quality education accessible even in remote areas. This shift has also transformed the role of service operations

 

 

Q3 (B). Analyze the importance of service operations management in ensuring quality service delivery in the education sector; suggesting different ways to implement quality educational practices citing some real examples of quality educational practices that you have come across in recent times (5 Marks)

Ans 3b.

Introduction

Service operations management in the education sector plays a crucial role in maintaining service quality, institutional reputation, and student satisfaction. With rising competition among educational providers, ensuring a consistently high-quality learning experience has become essential. Operations management focuses on planning, controlling, and enhancing the delivery of educational services, from curriculum design to student support systems. In the age of hybrid