Anna University MBA Important Question Bank (Most Important Questions)
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DEPARTMENT OF MANAGEMENT STUDIES
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QUESTION BANK
III SEMESTER
BA5029 – SERVICES OPERATIONS MANAGEMENT
Regulation – 2017
Academic Year 2019 - 2020
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Dr.Radha Ganesh Kumar – Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi – Asst. Professor(O.G)
SUBJECT: SERVICES OPERATIONS MANAGEMENT
SEM / YEAR: III Semester / II Year
UNIT – I – INTRODUCTION
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Services – Importance, role in economy, service sector growth; Nature of services -Service classification, Service Package, distinctive characteristics, open-systems view; Service Strategy Strategic service vision, competitive environment, generic strategies, winning customers; Role of information technology; stages in service firm competitiveness; Internet strategies - Environmental strategies.
PART- A
| S.NO | QUESTIONS | BT LEVEL | COMPETENCE |
|---|---|---|---|
| 1 | What is the meaning of services? | Level 1 | Remembering |
| 2 | Distinguish between goods and services. | Level 2 | Understanding |
| 3 | Identify the meaning of service package. | Level 3 | Applying |
| 4 | Classify Services. | Level 4 | Analysing |
| 5 | Develop service package for a. | Level 5 | Evaluating |
| 6 | Interpret the need for providing value needed services. | Level 6 | Creating |
| 7 | Define strategic services vision. | Level 1 | Remembering |
| 8 | Explain the concept of customer as a co-producer. | Level 2 | Understanding |
| 9 | How would you show your understanding on unique characteristics of services? | Level 3 | Applying |
| 10 | What conclusion can you draw on open system view? | Level 4 | Analysing |
| 11 | How service operation management is related to standard of living of people? | Level 5 | Evaluating |
| 12 | Interpret the concept of moments of truth. | Level 6 | Creating |
| 13 | What is service process matrix? | Level 1 | Remembering |
| 14 | Compare explicit and implicit service. | Level 2 | Understanding |
| 15 | How would you show your understanding on environmental strategies? | Level 3 | Applying |
| 16 | Analyse why services must be classified? | Level 4 | Analysing |
| 17 | Define explicit and implicit service. | Level 1 | Remembering |
| 18 | Differentiate effectiveness and efficiency. | Level 2 | Understanding |
| 19 | Define value added services. | Level 1 | Remembering |
| 20 | Interpret the need for providing value needed services. | Level 1 | Remembering |
PART- B
| S.NO | QUESTIONS | BT LEVEL | COMPETENCE |
|---|---|---|---|
| 1 | Explain the important characteristics of services. | Level 1 | Remembering |
| 2 | Discuss in detail the sources of service sector growth. | Level 2 | Understanding |
| 3 | i) How would you show your understanding on components of service package?(7 marks) ii) Identify service package offered by your or any other educational in situation.(6 marks) | Level 3 | Applying |
| 4 | Classify different types of services. | Level 4 | Analysing |
| 5 | Analyse the objectives of services. | Level 5 | Evaluating |
| 6 | How will you evaluate the differences between goods and services? | Level 6 | Creating |
| 7 | Give examples for each characteristic of services. | Level 1 | Remembering |
| 8 | Explain the concept of managing service experience economy. | Level 2 | Understanding |
| 9 | Fundamentally, there are no differences between service and manufacturing. Both are concerned with effectiveness, efficiency, quality and cost .Identify the facts behind this statement. | Level 3 | Applying |
| 10 | i. Explain the components of service package of Airlines Industry.(8marks) --- Content provided by FirstRanker.com --- ii Explain the role of technology in services.(7marks) | Level 4 | Analysing |
| 11 | What are the different stages in service firm competitiveness? | Level 1 | Remembering |
| 12 | Explain the criteria for evaluating explicit services and implicit services. | Level 2 | Understanding |
| 13 | i) Analyse the elements in the framework for formulating the strategic service vision. (9 marks) ii) Classify the generic strategies. (4 marks) | Level 4 | Analysing |
| 14 | i) What are the commonly used internet and environmental strategies? | Level 1 | Remembering |
PART - C
| S.NO | QUESTIONS |
|---|---|
| 1 | With Illustration, explain the various ways of classification of services. |
| 2 | Explain in detail the various services strategies adopted by the various players of banking industry in enhancing the level of service |
| 3 | Interview a member of a restaurant's waits off. Provide five standards that are provided to them by management pertaining to greeting and servicing their customers. |
| 4 | Explain the role of services in the changing scenario. |
UNIT - II – SERVICE DESIGN
New Service Development – Design elements – Service Blue-printing - process structure – generic approaches -Value to customer; Retail design strategies – store size – Network configuration; Managing Service Experience -experience economy, key dimensions; Vehicle Routing and Scheduling.
PART- A
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| S.NO | QUESTIONS | BT LEVEL | COMPETENCE |
|---|---|---|---|
| 1 | Define Service innovation. | Level 1 | Remembering |
| 2 | Explain Service blueprinting. | Level 2 | Understanding |
| 3 | How would you show your understanding on NSDA cycle? | Level 3 | Applying |
| 4 | Analyse what elements are to be considered during Service designs. | Level 4 | Analysing |
| 5 | Develop note on retail design. | Level 5 | Evaluating |
| 6 | Interpret entry barriers in service industry | Level 6 | Creating |
| 7 | Listout the important design elements. | Level 1 | Remembering |
| 8 | What is line of visibility? | Level 2 | Understanding |
| 9 | Identify why new service development is important? | Level 3 | Applying |
| 10 | Analyse the components of blue print? | Level 4 | Analysing |
| 11 | Give details about retail design strategies. | Level 5 | Evaluating |
| 12 | Interpret how to manage service experience. | Level 6 | Creating |
| 13 | What is vehicle routing? | Level 1 | Remembering |
| 14 | What is service blue print? | Level 2 | Understanding |
| 15 | How would you show your understanding on divergence of services? | Level 3 | Applying |
| 16 | Compare vehicle routing and scheduling. | Level 4 | Analysing |
| 17 | Define value of customer. | Level 1 | Remembering |
| 18 | Differentiate vehicle routing and scheduling. | Level 2 | Understanding |
| 19 | What do you mean by customer value equation. | Level 1 | Remembering |
| 20 | What is experience economy? | Level 1 | Remembering |
PART- B
| S.NO | QUESTIONS | BT LEVEL | COMPETENCE |
|---|---|---|---|
| 1 | What are different types of new service? | Level 1 | Remembering |
| 2 | i) Outline the process involved in service blue print. (7 marks) ii) Explain the service blue print for a fast food restaurant. (6 marks) | Level 2 | Understanding |
| 3 | How do you show your understanding on elements of a service blue print? | Level 3 | Applying |
| 4 | i) Analyse the meaning of process structure . (5 marks) ii) Conclude your understanding on generic approaches to service system design. (8 marks) | Level 4 | Analysing |
| 5 | Explain the service blueprint for a luxury hotel. | Level 5 | Evaluating |
| 6 | Interpret the significance of various process structures. | Level 6 | Creating |
| 7 | Write down the process of new service development. | Level 1 | Remembering |
| 8 | Outline the design consideration for high and low contact operation. | Level 2 | Understanding |
| 9 | How would you show your understanding on “Managing Service Experience" and its link with i) Customer engagement (5 marks) --- Content provided by FirstRanker.com --- ii) Context (4 marks )iii) Time ( 4 marks) | Level 3 | Applying |
| 10 | Analyse the design considerations for high &low contact operations. | Level 4 | Analysing |
| 11 | Explain the production line approach and information empowerment. | Level 1 | Remembering |
| 12 | Explain structural and managerial elements of service design. | Level 2 | Understanding |
| 13 | Analyze the ways of retail stores are designed and maintained. | Level 4 | Analysing |
| 14 | What are the various retail design strategies? | Level 1 | Remembering |
PART - C
| S.NO | QUESTIONS |
|---|---|
| 1 | How would you explain the various service developments? |
| 2 | Explain the stages in development of a new service with an example. |
| 3 | The strategy of customer as co-producer is prevalent these days. -Comment |
| 4 | Compare various dimensions of experience economy. |
UNIT – III – SERVICE QUALITY
Service Quality- Dimensions, Service Quality Gap Model; Measuring Service Quality – SERVQUAL Walk-through Audit; Quality service by design - Service Recovery - Service Guarantees; Service Encounter - triad, creating service orientation, service profit chain; Front-office Back-office Interface - service decoupling.
PART- A
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| S.NO | QUESTIONS | BT LEVEL | COMPETENCE |
|---|---|---|---|
| 1 | What do you mean by service quality? | Level 1 | Remembering |
| 2 | Explain dimensions of service quality. | Level 2 | Understanding |
| 3 | How do you show your understanding on GAP Model? | Level 3 | Applying |
| 4 | Analyse the need for service recovery. | Level 4 | Analysing |
| 5 | What is SERVQUAL? | Level 5 | Evaluating |
| 6 | Interpret the term service guarantee. | Level 6 | Creating |
| 7 | What is service encounter? | Level 1 | Remembering |
| 8 | Give the features of service guarantee. | Level 2 | Understanding |
| 9 | How would you show your understanding on Gaps in service quality? | Level 3 | Applying |
| 10 | What is quality function deployment? | Level 4 | Analysing |
| 11 | Discuss service encounter triad. | Level 5 | Evaluating |
| 12 | Interpret how service failures occur. | Level 6 | Creating |
| 13 | What are service recovery strategies? | Level 1 | Remembering |
| 14 | Differentiate front office and back office. | Level 2 | Understanding |
| 15 | Illustrate the outcome of walk through audit. | Level 3 | Applying |
| 16 | Classify the various Gaps. | Level 4 | Analysing |
| 17 | For what is the SERVQUAL instrument used? | Level 1 | Remembering |
| 18 | Develop a model for service profit chain. | Level 2 | Understanding |
| 19 | What is service decoupling? | Level 1 | Remembering |
| 20 | What is the role of contact personnel in services? | Level 1 | Remembering |
PART- B
| S.NO | QUESTIONS | BT LEVEL | COMPETENCE |
|---|---|---|---|
| 1 | List the dimensions of service quality? List out the gaps in Service quality. | Level 1 | Remembering |
| 2 | Explain the SERVQUAL Instrument. Critically evaluate SERVQUAL Instrument | Level 2 | Understanding |
| 3 | i) How would you show your understanding about service guarantees? ii) Identify the various types of service guarantees. | Level 3 | Applying |
| 4 | Analyse the strategies adopted by the services marketers in services recovery. | Level 4 | Analysing |
| 5 | Develop guidelines for Effective Complaint Management. | Level 5 | Evaluating |
| 6 | i) Can you assess the importance of service guarantee? ii) Interpret considerations required for the introduction of Service guarantees. | Level 6 | Creating |
| 7 | What is Service Recovery and how does it work? | Level 1 | Remembering |
| 8 | Explain the principles of service quality? | Level 2 | Understanding |
| 9 | Identify the process involved in a walk through Audit? | Level 3 | Applying |
| 10 | i) Analyse the term service counter ii) Classify the different types of service Encounter. | Level 4 | Analysing |
| 11 | What are Managerial implications regarding back office and front office. | Level 1 | Remembering |
| 12 | i) Explain the concept of front office and back office. --- Content provided by FirstRanker.com --- ii) Compare front office and back office operations. | Level 2 | Understanding |
| 13 | Compare customer expectation and customer perception as in the SERVQUAL Instrument. | Level 4 | Analysing |
| 14 | What are the features and benefits of service guarantee? State its types. | Level 1 | Remembering |
PART - C
| S.NO | QUESTIONS |
|---|---|
| 1 | Service failure may occur. But service recovery is critical. Analyse. |
| 2 | Illustrate the use of walk through audit as a diagnostic instrument to evaluate the gaps in the service delivery system. |
| 3 | After a customer voices a compliant to an employee or a manager, what does it mean to "close the loop"? Why is this particular step important in handling complaints? |
| 4 | Explain service blueprint for a luxury hotel. |
UNIT – IV - SERVICE FACILITY
Servicescapes behaviour - environmental dimensions framework; Facility design nature, objectives, process analysis – process flow diagram, process steps, simulation; Service facility layout; Service Facility Location considerations, facility location techniques – metropolitanmetric, Euclidean, centre of gravity, retail outlet location, location set covering problem
PART- A
| S.NO | QUESTIONS | BT LEVEL | COMPETENCE |
|---|---|---|---|
| 1 | What do you understand by service Scape? | Level 1 | Remembering |
| 2 | Explain the process analysis. | Level 2 | Understanding |
| 3 | How do you show your understanding on advantages of process flow diagram? | Level 3 | Applying |
| 4 | Analyse the term facility location. | Level 4 | Analysing |
| 5 | Discuss the concept of simulation. | Level 5 | Evaluating |
| 6 | Interpret the meaning of service facility outlet. | Level 6 | Creating |
| 7 | List the various facility location techniques. | Level 1 | Remembering |
| 8 | Explain Euclidian metric and metropolitian metric. | Level 2 | Understanding |
| 9 | Build the formulae for centre of gravity. | Level 3 | Applying |
| 10 | What conclusion can be drawn on psychology of waiting customers? | Level 4 | Analysing |
| 11 | What do you mean by capacity? | Level 5 | Evaluating |
| 12 | Interpret the term Process Flow Diagram of Mortgage service. | Level 6 | Creating |
| 13 | List the environmental dimensions in service Scape. | Level 1 | Remembering |
| 14 | Compare the Euclidian metric and metropolitan metric. | Level 2 | Understanding |
| 15 | How do you show your understanding on cycle time and bottle neck? | Level 3 | Applying |
| 16 | Classify the service facility location issues. | Level 4 | Analysing |
| 17 | List the different types of facility layout. | Level 1 | Remembering |
| 18 | Explain facility design. | Level 2 | Understanding |
| 19 | What is service scrape? | Level 1 | Remembering |
| 20 | Define process simulation. | Level 1 | Remembering |
PART- B
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| S.NO | QUESTIONS | BT LEVEL | COMPETENCE |
|---|---|---|---|
| 1 | i) What is service scape framework?(4 marks ) ii) List the dimensions of service scape frame work.(9 marks) | Level 1 | Remembering |
| 2 | Explain process analysis in detail. | Level 2 | Understanding |
| 3 | Compute the objectives of facility outlet. What are the types of facility outlet? | Level 3 | Applying |
| 4 | Examine the various facility location techniques. | Level 4 | Analysing |
| 5 | i) Discuss the concept of process analysis.( 4 marks ) ii) Develop of process flow diagram.(9 marks) | Level 5 | Evaluating |
| 6 | Interpret the steps involved in process simulation. | Level 6 | Creating |
| 7 | What are the various facility location issues? | Level 1 | Remembering |
| 8 | Explain the factors that affect service location consideration. | Level 2 | Understanding |
| 9 | i) How would you show your understanding on simulation ? (9 marks) ii) Identify the applications of simulation.( 4 marks ) | Level 3 | Applying |
| 10 | i) Analyse the need for servicescape . (4 marks) ii) Critically Examine the dimensions in service scape (9 marks) | Level 4 | Analysing |
| 11 | Explain the factors influencing the service facility layout. | Level 1 | Remembering |
| 12 | Problem: A Company wants to open an office in a city. The manager has identified 4 buildings. The representation in the xy coordinates --- Content provided by FirstRanker.com --- Office x y Weights1 1 2 7 2 2 3 1 3 3 5 3 4 4 1 5 --- Content provided by FirstRanker.com --- i) Plot the graph for representation of offices (4marks)ii) Explain which location is the best?(9 marks) | Level 2 | Understanding |
| 13 | Problem: A Company wants to open an office in a city. The manager has identified 4 buildings. The representation in the xy coordinates Office x y Weights 1 2 3 7 2 1 2 3 --- Content provided by FirstRanker.com --- 3 4 3 54 5 1 8 i) Plot the graph for representation of offices ( 4 marks) ii) Analyse and find where the facility can be located?( 9 marks) | Level 4 | Analysing |
| 14 | What are the factors considered for selecting a site? | Level 1 | Remembering |
PART - C
| S.NO | QUESTIONS |
|---|---|
| 1 | The service profit chain proposes a relationship that links profitability, customer loyalty, and service value to employee satisfaction, capability, and productivity. Discuss. |
| 2 | Discuss in detail, facility location techniques. |
| 3 | Develop a typology for service scape. |
| 4 | A regional airline is concerned about its record of on-time performance. The Maniple's hub 20 flight operations each day of the week, with the following record of on-time departures for the previous 10 days:17,16,18,19,16,15,20,17,18 and 16.Prepare a p-chart with a sample size consisting of 1 week's average on-time departure percentage. |
UNIT – V – MANAGING CAPACITY AND DEMAND
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Managing Demand – strategies; Managing capacity – basic strategies, supply management tactics, operations planning and control; Yield management; Inventory Management in Services– Retail Discounting Model, Newsvendor Model; Managing Waiting Lines –Queuing systems, psychology of waiting; Managing for growth- expansion strategies, franchising, globalization
PART- A
| S.NO | QUESTIONS | BT LEVEL | COMPETENCE |
|---|---|---|---|
| 1 | What is retail discounting model? | Level 1 | Remembering |
| 2 | Explain newspaper vendor model. | Level 2 | Understanding |
| 3 | How do you show your understanding yield management? | Level 3 | Applying |
| 4 | Analyse Expansion strategy. | Level 4 | Analysing |
| 5 | Discuss data envelopment analysis. | Level 5 | Evaluating |
| 6 | Interpret throughput time. | Level 6 | Creating |
| 7 | What is Globalization? | Level 1 | Remembering |
| 8 | Explain queuing system. | Level 2 | Understanding |
| 9 | Identify the purpose of yield management. | Level 3 | Applying |
| 10 | Develop some capacity management strategies for airline. | Level 4 | Analysing |
| 11 | What conclusion can be drawn on waiting time management? | Level 5 | Evaluating |
| 12 | Can you assess the importance of data envelopment analysis? | Level 6 | Creating |
| 13 | List strategies for managing capacity. | Level 1 | Remembering |
| 14 | What is overbooking? | Level 2 | Understanding |
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