Service operations Management APRIL 2025

Description

Service Operations Management

April 2025 Examination

Q1. List and explain in detail the various Service dimensions through organisations are analysed and judged for Quality by customers? Elaborate your answer with a reference of any Professional educational institute of your choice.    (10 Marks)

Ans 1.

Introduction

Service quality is a critical factor in the success of service-based organizations, as it directly impacts customer satisfaction, loyalty, and overall business performance. Unlike tangible products, services are intangible, heterogeneous, and perishable, making their evaluation complex. Customers judge service quality based on various dimensions, which influence their perception of an organization’s effectiveness. These dimensions include reliability, responsiveness, assurance, empathy, and tangibles, among others. Each dimension plays a significant role in shaping

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Q2. Discuss the concept of the ‘Service Design; highlighting in detail the different approaches through which organizations can implement ‘Service Design’? Support your details with a reference to a Fast-food chain or a restaurant setup (you can choose any reference of your own choice)   (10  Marks)

Ans 2.

Introduction

Service design is a critical aspect of operations management that focuses on planning and organizing resources to improve the service delivery process. It ensures that the service meets customer expectations efficiently while aligning with the organization’s strategic objectives. Unlike product design, service design

Q3. The Healthcare sector has become a very critical service sector domain in recent times, especially 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. Discuss the different elements that need to be considered in a Service Framework of the setup. (5 Marks)

Ans 3a.

Introduction

The healthcare sector has witnessed significant transformations, especially in the post-COVID era, where patient-centric services and operational efficiency have become top priorities. Healthcare organizations must implement a comprehensive service framework to ensure quality care, timely delivery, and operational excellence. A well-structured framework includes elements such as patient experience, infrastructure, workforce management, technology integration, and

1. Discuss the concept of a Service Design (Blueprinting) in context of healthcare setups for their service operations. (5 Marks)

Ans 3b.

Introduction

Service design, particularly blueprinting, is essential in healthcare to map out the entire patient journey and improve service delivery. Healthcare service blueprinting focuses on streamlining operations, ensuring patient satisfaction, and eliminating inefficiencies. The post-COVID landscape has heightened the need for well-structured service processes, including telemedicine, emergency