Download PTU BBA 2020 Dec 4th Sem 77430 Service Operations Management Question Paper

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Roll No.

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Total No. of Pages : 02

Total No. of Questions : 18

BBA (SIM) (Sem.-4)

SERVICE OPERATIONS MANAGEMENT

Subject Code : BBASM-402-18

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M.Code: 77430

Time: 3 Hrs.

Max. Marks : 60

INSTRUCTIONS TO CANDIDATES :

1. SECTION-A is COMPULSORY consisting of TEN questions carrying TWO marks each.

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2. SECTIONS-B consists of FOUR Sub-sections: Units-I, II, III & IV.
3. Each Sub-section contains TWO questions each, carrying TEN marks each.
4. Students have to attempt any ONE question from each Sub-section.

SECTION-A

Define the following terms :

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1. Functions of operations management
2. Service design
3. Production management
4. Layout
5. Facility

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6. Service delivery
7. Service Capacity
8. Queuing
9. Strategy
10. Service level

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SECTION-B

UNIT-I

1. What are the components of production management?
2. What do you mean by facility location? What are the factors affecting facility location?

UNIT-II

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1. Define Service Strategy. What are the main components of service strategy?
2. What do you mean by positioning? Why is service positioning essential for a service firm?

UNIT-III

1. What is the term for technology use for services? Why is service technology important?
2. What is Work Measurement and its objectives?

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UNIT-IV

1. How do you implement capacity management? Explain with with the help of suitable examples.
2. Explain various tools and techniques used for process improvement.

NOTE : Disclosure of Identity by writing Mobile No. or Making of passing request on any page of Answer Sheet will lead to UMC against the Student.

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