Download Anna University (AU) MBA ( Master of Business Administration) Important Question Bank 3rd Sem BA5029 Services Operations Management (Latest Important Questions Unit Wise)
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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)
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
thestrategic 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.
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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)
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
thestrategic 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
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
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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)
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
thestrategic 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
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)
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.
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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)
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
thestrategic 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
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)
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
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
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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)
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
thestrategic 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
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)
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
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.
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.
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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)
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
thestrategic 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
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)
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
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.
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
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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)
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
thestrategic 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
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)
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
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.
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
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
Office x y Weights
1 1 2 7
2 2 3 1
3 3 5 3
4 4 1 5
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
3 4 3 5
4 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
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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)
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
thestrategic 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
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)
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
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.
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
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
Office x y Weights
1 1 2 7
2 2 3 1
3 3 5 3
4 4 1 5
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
3 4 3 5
4 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
1. Discuss in detail, facility location techniques
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
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
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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)
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
thestrategic 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
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)
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
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.
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
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
Office x y Weights
1 1 2 7
2 2 3 1
3 3 5 3
4 4 1 5
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
3 4 3 5
4 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
1. Discuss in detail, facility location techniques
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
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
15
How do you show your understanding on chasing demand?
Level 3 Applying
16
Compare franchising and expansion.
Level 4 Analysing
17
What is yield management?
Level 1 Remembering
18
Explain divergence in services.
Level 2 Understanding
19
What is queuing?
Level 1 Remembering
20
What is concept of franchising?
Level 1 Remembering
PART- B
S.NO QUESTIONS BT LEVEL COMPETENCE
1
i)What is Capacity Management? .( 5 marks )
ii)List strategies for managing capacity. .( 8 marks )
Level 1 Remembering
2 Explain the strategies for managing demand. Level 2 Understanding
3 Identify the factors affecting queuing system.
Level 3 Applying
4 i)Analyse the objectives of inventory management ? (6 marks )
ii) Compare the various Inventory models. ?(7 marks)
Level 4 Analysing
5 List out strategy for managing supply Level 5 Evaluating
6. i)Interpret the importance of outsourcing in .( 6 marks)
ii) Franchising means adhering to stringent norms of .
( 7 marks )
Level 6 Creating
7 i)What is Data Envelopment Analysis? (4 marks)
ii) How would you explain DEA with an example.(9 marks)
Level 1 Remembering
8 What are the elements of yield management? Discuss. Level 2 Understanding
9 i)How do you show your understanding on the characteristics of
queuing system ?(6 marks )
ii)Identify the various types of customer behaviour in queuing.
(7marks )
Level 3 Applying
10 Discuss various benefits to franchisee. Level 4 Analysing
11 List the activities to be performed in service operational planning
and control.
Level 1 Remembering
12 i)Explain the retail discounting model .( 6 marks )
ii)Outline the importance of handling Psychology of waiting
Level 2 Understanding
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?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III SEMESTER
BA5029 ?SERVICES OPERATIONS MANAGEMENT
Regulation ? 2017
Academic Year 2019 - 2020
Prepared by
Dr.Radha Ganesh Kumar ? Asst. Professor(Sel.Grade)
Ms.V.Selvalakshmi ? Asst. Professor(O.G)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : SERVICES OPERATIONS MANAGEMENT,
SEM / YEAR : III Semester / II Year
UNIT ? I ? INTRODUCTION
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 in ? 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)
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
thestrategic 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
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)
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
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.
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
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
Office x y Weights
1 1 2 7
2 2 3 1
3 3 5 3
4 4 1 5
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
3 4 3 5
4 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
1. Discuss in detail, facility location techniques
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
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
15
How do you show your understanding on chasing demand?
Level 3 Applying
16
Compare franchising and expansion.
Level 4 Analysing
17
What is yield management?
Level 1 Remembering
18
Explain divergence in services.
Level 2 Understanding
19
What is queuing?
Level 1 Remembering
20
What is concept of franchising?
Level 1 Remembering
PART- B
S.NO QUESTIONS BT LEVEL COMPETENCE
1
i)What is Capacity Management? .( 5 marks )
ii)List strategies for managing capacity. .( 8 marks )
Level 1 Remembering
2 Explain the strategies for managing demand. Level 2 Understanding
3 Identify the factors affecting queuing system.
Level 3 Applying
4 i)Analyse the objectives of inventory management ? (6 marks )
ii) Compare the various Inventory models. ?(7 marks)
Level 4 Analysing
5 List out strategy for managing supply Level 5 Evaluating
6. i)Interpret the importance of outsourcing in .( 6 marks)
ii) Franchising means adhering to stringent norms of .
( 7 marks )
Level 6 Creating
7 i)What is Data Envelopment Analysis? (4 marks)
ii) How would you explain DEA with an example.(9 marks)
Level 1 Remembering
8 What are the elements of yield management? Discuss. Level 2 Understanding
9 i)How do you show your understanding on the characteristics of
queuing system ?(6 marks )
ii)Identify the various types of customer behaviour in queuing.
(7marks )
Level 3 Applying
10 Discuss various benefits to franchisee. Level 4 Analysing
11 List the activities to be performed in service operational planning
and control.
Level 1 Remembering
12 i)Explain the retail discounting model .( 6 marks )
ii)Outline the importance of handling Psychology of waiting
Level 2 Understanding
customers .( 7 marks )
13 Analyse the salient features of inventories .State its functions. Level 4 Analysing
14 Globalisation has its impact on service operational management -
Elucidate.
Level 1 Remembering
PART - C
S.NO QUESTIONS
1
Explain the various models of Inventory Control in service management. Also highlight the
suitability of different inventory control models.
2
Yield Management has become part of main stream theory - Explain.
3
Enumerate the different methods of managing capacity with example of any industry you are
familiar with.
4 What are the various supply management tactics?
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This post was last modified on 29 February 2020