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Assignment A
1 Discuss the waiting line management .
2 Differentiate between products and services.
3 Explain queueing theory.
4 Discuss services layouts.
5 Explain service costs.
6 Describe the components of Service Strategy.
7 Explain service quality.
8 Discuss the service expectation gap .
Assignment B
Service management in the manufacturing context, is integrated into supply chain
management as the intersection between the actual sales and the customer point of
view. The aim of high performance service management is to optimize the service-
intensive supply chains, which are usually more complex than the typical finished-
goods supply chain. Most service-intensive supply chains require larger inventories
and tighter integration with field service and third parties. They also must
accommodate inconsistent and uncertain demand by establishing more advanced
information and product flows. Moreover, all processes must be coordinated across
numerous service locations with large numbers of parts and multiple levels in the
supply chain.
Answer Section
Q.No 1: Explain the concept of service management.
Q.No 2: Discuss the aim of service management.
Q.No 3: When can service management be applied?
Assignment C
1. There are a few major areas in which technology now is able to help provide
key advantages to businesses in engendering customer loyalty by improving customer
service:
(A): wensite
(B): email
(C): advertisement
(D): all
2. The service sector, also called tertiary sector, is the ��.. of the three
economic sectors.
(A): first
(B): second
(C): third
(D): fourth
3. The service sector provides a service, not an actual ��.. that could be held
in your hand.
(A): cost
(B): cash
(C): profit
(D): product
21. The needs of service-oriented businesses, for instance, are often predicated
on whether customers receive their services at the location of the business
(A): virtual
(B): remote
(C): faroff
(D): physical
Most service-intensive supply chains require �.. inventories and tighter
integration with field service and third parties.
(A): SMALLER
(B): higher
(C): larger
(D): lesset
22. The aim of high performance service management is to optimize the ��..-
intensive supply chains, which are usually more complex than the typical finished-
goods supply chain.
(A): service
(B): employee
(C): seller
(D): entrepreneur
23. Most service-intensive supply chains require �.. inventories and tighter
integration with field service and third parties.
(A): SMALLER
(B): higher
(C): larger
(D): lesset
24. Improved service �. may increase economic competitiveness.
(A): cost
(B): time
(C): quality
(D): scope
25. A business with ���. service quality will meet customer needs whilst
remaining economically competitive
(A): low
(B): zero
(C): high
(D): only
26. Customers form service expectations from��..
(A): past experiences
(B): word of mouth
(C): advertisement
(D): all
27. Customers compare perceived ����. with expected service in which if the
former falls short of the latter the customers are disappointed.
(A): SERVICE
(B): employee
(C): seller
(D): entrepreneur
28. Individual service quality states the service ��.. of employees as distinct
from the quality that the customers perceived
(A): cost
(B): time
(C): quality
(D): scope
29. Service quality can be related to service
(A): potential
(B): process
(C): result
(D): all
30. The measurement of subjective aspects of ���. service depends on the
conformity of the expected benefit with the perceived result.
(A): employee
(B): seller
(C): entrepreneur
(D): customer
31. If the experience does not match the expectation, there arises a ���..
(A): cost
(B): cash
(C): profit
(D): gap
32. Process mapping should underpin all �����. redesign, demand, capacity,
activity and queue management, patient flow modelling and service planning.
(A): service
(B): employee
(C): seller
(D): entrepreneur
33. Moreover, all processes must be coordinated across numerous ���.. locations
with large numbers of parts and multiple levels in the supply chain.
(A): service
(B): employee
(C): seller
(D): entrepreneur
34. ���.costs are cost associated with purchasing of raw material and receiving
raw materials.
(A): holding
(B): ordering
(C): setup
(D): all
35. ���..Cost are cost associated with installation of machine for production.
They include clean- up cost, re-tooling cost and adjustment cost.
(A): holding
(B): ordering
(C): setup
(D): all