Service operations Management June 2024

Description

Service Operations Management

June 2024 Examination

 

 

Q1. Defining the concept of the ‘Service Design; explain in detail the different ways in which organizations can implement ‘Service Design’? Support your explanation with a reference to a restaurant setup (you can choose any reference setup of your own choice)     (10 Marks)

Ans 1.

Introduction

Service design is a critical component in the operational framework of modern businesses, particularly in the service industry. It focuses on creating efficient and effective service delivery systems that meet customer expectations and enhance their overall experience. In essence, service design involves the meticulous planning and organizing of people, infrastructure, communication, and material components of a service, with the goal of improving its quality and the interaction between the service provider and its customers. This concept is especially

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Q2. Enlist and explain in detail the various dimensions through which Service organisations are evaluated for Quality by customers? Elaborate your answer with a reference of any educational institute of your choice.      (10 Marks)

Ans 2.

Introduction

Evaluating the quality of services provided by organizations is pivotal to their success, as it directly influences customer satisfaction and loyalty. In service industries, quality evaluation is particularly nuanced due to the intangible nature of services. Customers typically assess service quality based on several key dimensions that capture the essence of their experiences. These dimensions provide a framework for organizations to measure and enhance their service offerings systematically. In the context of an educational institution, understanding these dimensions is essential for

 

Q3. The Healthcare sector has become a very critical service sector domain in recent times, especially in the post Covid scenario. Hence it is very obvious for Healthcare Institutes to plan their operations in several ways to provide the best services to their target customers. Explain the following aspects of these organisations in context of the following areas as given below.

1. Enlist and explain the various elements that need to be incorporated in a Service Framework of the setup. (5 Marks)

Ans 3a.

Introduction

The healthcare sector plays a vital role in societal well-being, particularly highlighted by the recent challenges posed by the COVID-19 pandemic. An effective service framework within healthcare institutions is crucial to ensure the delivery of high-quality, reliable, and patient-centered care. This framework must integrate various elements that cater to the complexities and dynamic nature of healthcare services.

Concept and Application

The service framework in a

 

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1. How do healthcare setups use the concept of a Service Design (Blueprinting) for their service operations. (5 Marks)

Ans 3b.

Introduction

Service design blueprinting is a strategic tool used in healthcare to map out the service process from the patient’s perspective. It aids in visualizing all touchpoints and components involved in service delivery, ensuring that every aspect is aligned for optimal patient care and operational efficiency. This method is