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

Download PTU ( I.K.Gujral Punjab Technical University (IKGPTU)) The Bachelor of Business Administration (BBA) 2020 December 4th Sem 77430 Service Operations Management Previous Question Paper

Roll No.
Total No. of Pages : 02
Total No. of Questions : 18
BBA (SIM) (Sem.?4)
SERVICE OPERATIONS MANAGEMENT
Subject Code : BBASM-402-18
M.Code : 77430
Time : 3 Hrs. Max. Marks : 60
INST RUCT IONS T O CANDIDAT ES :
1 .
SECT ION-A is COMPULSORY cons is ting of TEN questions carrying TWO marks
each.
2 .
SECT IONS-B cons is ts of FOUR Sub-sec tions : U nits- I, II, III & IV.
3 .
Eac h Sub-section contains TWO questions each , carry in g T EN ma rks e ach .
4 .
Students have to atte mpt an y ONE ques tion from each Sub-section.
SECTION-A
Define the following terms :
1.
Functions of operations management
2.
Service design
3.
Production management
4.
Layout
5.
Facility
6.
Service delivery
7.
Service Capacity
8.
Queuing
9.
Strategy
10. Service level
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SECTION-B
UNIT-I
11. What are the components of production management?
12. What do you mean by facility location? What are the factors affecting facility location?
UNIT-II
13. Define Service Strategy. What are the main components of service strategy?
14. What do you mean by positioning? Why is service positioning essential for a service firm?
UNIT-III
15. What is the term for technology use for services? Why is service technology important?
16. What is Work Measurement and its objectives?
UNIT-IV
17. How do you implement capacity management? Explain with the help of suitable examples.
18. Explain various tools and techniques used for process improvement.
NOTE : Disclosure of Identity by writing Mobile No. or Making of passing request on any
page of Answer Sheet will lead to UMC against the Student.
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