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Assignment
|
DRIVE
|
SPRING
2015
|
|
PROGRAM
|
MBA
(SEM 3)
|
|
SUBJECT
CODE & NAME
|
QM
0020- Quality in Service Industries
|
|
BK
ID
|
B1927
|
|
CREDIT
& MARKS
|
4
CREDITS & 60 MARKS
|
Q.1
Discuss the Capability Maturity Model Integration (CMMI).
Answer: Capability Maturity Model
Integration (CMMI) is a process improvement training and appraisal program and
service administered and marketed by Carnegie Mellon University and required by
many DoD and U.S. Government contracts, especially in software development.
Carnegie Mellon University claims CMMI can be used to guide process improvement
across a project, division, or an entire organization. CMMI defines the
following maturity
Q.2
Explain the five dimensions of Service Quality given by Parasuraman, Zeithaml
and Berry, to evaluate the service gap.
Answer: The SERVQUAL service quality model
was developed by a group of American authors, 'Parsu' Parasuraman, Valarie
Zeithaml and Len Berry, in 1988. It highlights the main components of high
quality service. The SERVQUAL authors originally identified ten elements of
service quality, but in later work, these were collapsed into five factors -
reliability,
Q.3
SERVQUAL is a diagnostic tool that uncovers a firm’s broad weaknesses and
strengths in the area of service quality. It is very useful in measuring
quality in service sectors. Discuss the SERVQUAL concept in detail.
Answer: Service quality is an approach to
manage business processes in order to ensure full satisfaction of the customers
& quality in service provided. It works as an antecedent of customer
satisfaction (Ruyter and Bloemer, 1995) .If expectations are greater than
performance, then perceived quality is less than satisfactory and hence
customer dissatisfaction occurs (Parasuraman et al ., 1985; Lewis and Mitchell,
1990) SERVQUAL is a service quality framework, developed in the eighties by
Zeithaml, Parasuraman & Berry, aiming at measuring the scale
Q.4
Explain the various reasons for Service failure and also the two types of
service failure.
Answer: Customer service, the interaction
between the client and the supplier is an integral part of the purchasing and
user experience, and as such, is the key to continued success in business.
Top
10 Reasons for poor customer service and their solution
1.
People are not trained. When an organization does
Q.5
Give reasons why providing high-quality service depends on efficient
co-ordination between different functional areas/departments of an
organisation.
Answer: All managers must bear that there
are two organisations they must deal with-one formal and the other informal.
The formal organisation in usually delineated by an organisational chart and
job descriptions. The official reporting relationships are clearly known to
every manager. Alongside the formal organisation exists are informal
Q
6. Explain the various services provided by retailers. Also explain the various
approaches to service quality in retailing.
Answer: Services Performed By Retailers: Retailers provide important
services to both the wholesalers and the consumers.
These can be explained as under:
(I)
Services To Wholesalers:
·
They supply invaluable
information with regard to tastes, preferences, fashions and demands of the
customers to the wholesalers who in turn
Dear
students get fully solved assignments
Send
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