Service operations Management DEC 2024

Description

Service Operations Management

December 2024 Examination

 

 

Q1. Define the term ‘Service Design’ and briefly explain its concept in Service organisations. Explain are the different approaches that Service organizations can adopt to implement ‘Service Design’? Support your details with examples from setups like Banking or a Healthcare setup (choose any one reference of your own choice) (10  Marks)

Ans 1.

Introduction

Service design is a strategic approach that focuses on creating seamless and valuable experiences for customers across service organizations. It involves designing and organizing people, infrastructure, communication, and material components to improve the service experience, enhancing customer satisfaction and operational efficiency. In service organizations like banking or healthcare, service design is crucial to ensure smooth interactions, consistency, and quality in customer touchpoints. By carefully designing services, these organizations can meet customer expectations, improve operational workflow, and foster trust. Effective service design not only addresses the immediate needs of the customer but also anticipates future requirements,

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Q2. ‘The Role of Service Engineers in ‘Engineering & Designing’ Service Operations is of high significance. Comment if you agree or disagree on this statement. List and explain the three techniques used to evaluate service operations with reference to a setup for any Higher Education Institute (take a reference of your own choice).  (10 Marks)

Ans 2.

Introduction

The role of service engineers in engineering and designing service operations is indeed significant, particularly in complex organizations where streamlined processes are essential. In higher education institutions, service engineers play a pivotal role in ensuring that administrative and educational operations are efficient, user-friendly, and adaptive to changing needs. These professionals analyze, design, and improve systems and processes, aiming to create a productive and supportive environment for students, faculty, and staff. By applying engineering principles to service operations, they help universities manage resources, improve technology-driven services, and

 

Q3. One of the relevant examples wherein the businesses involve both manufacturing as well as service operations is the Hospitality industry. The products (food) that are manufactured and sold are critically evaluated by the customers and the setup is rated based on the service that the seller provides as well. With reference to the hospitality industry discuss the following aspects of service operations.

1. Enlist and discuss the elements that need to be planned in a Service Framework of a Hospitality setup. (5  Marks)

Ans 3a.

Introduction

In the hospitality industry, service operations encompass both the production of goods, like food and beverages, and the quality of service provided to customers. This dual nature requires a strategic approach to ensure that each element—from the kitchen to customer interactions—is effectively managed and optimized. A well-planned service framework is crucial to deliver a seamless and satisfying experience, as it considers all aspects of operations, including product quality, staff performance

 

 

1. Discuss the typical challenges faced by the Service Managers dealing with customers and employees alike in these setups? (5 Marks)

Ans 3b.

Introduction

Service managers in the hospitality industry play a critical role in balancing customer satisfaction with employee performance. They face unique challenges in creating a harmonious environment that meets customer expectations while also ensuring employees are motivated, efficient, and responsive. These managers must navigate various operational, interpersonal, and logistical