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Service Operations Management
April 2025 Examination
Q1. List and explain in detail the
various Service dimensions through organisations are analysed and judged for
Quality by customers? Elaborate your answer with a reference of any Professional
educational institute of your choice.
(10 Marks)
Ans
1.
Introduction
Service
quality is a critical factor in the success of service-based organizations, as
it directly impacts customer satisfaction, loyalty, and overall business
performance. Unlike tangible products, services are intangible, heterogeneous,
and perishable, making their evaluation complex. Customers judge service
quality based on various dimensions, which influence their perception of an
organization's effectiveness. These dimensions include reliability,
responsiveness, assurance, empathy, and tangibles, among others. Each dimension
plays a significant role in shaping
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Q2. Discuss the concept of the
‘Service Design; highlighting in detail the different approaches through which
organizations can implement ‘Service Design’? Support your details with a
reference to a Fast-food chain or a restaurant setup (you can choose any
reference of your own choice) (10 Marks)
Ans 2.
Introduction
Service
design is a critical aspect of operations management that focuses on planning
and organizing resources to improve the service delivery process. It ensures
that the service meets customer expectations efficiently while aligning with
the organization’s strategic objectives. Unlike product design, service design
Q3. The Healthcare sector has
become a very critical service sector domain in recent times, especially post
Covid scenario. Hence it is very obvious for Healthcare Institutes to plan
their operations in several ways to provide the best services to their target
customers. Explain the following aspects of these organisations in context of
the following areas as given below.
a. Discuss the different elements
that need to be considered in a Service Framework of the setup. (5 Marks)
Ans 3a.
Introduction
The
healthcare sector has witnessed significant transformations, especially in the
post-COVID era, where patient-centric services and operational efficiency have
become top priorities. Healthcare organizations must implement a comprehensive
service framework to ensure quality care, timely delivery, and operational
excellence. A well-structured framework includes elements such as patient
experience, infrastructure, workforce management, technology integration, and
b. Discuss the concept of a Service
Design (Blueprinting) in context of healthcare setups for their service
operations. (5 Marks)
Ans
3b.
Introduction
Service
design, particularly blueprinting, is essential in healthcare to map out the
entire patient journey and improve service delivery. Healthcare service
blueprinting focuses on streamlining operations, ensuring patient satisfaction,
and eliminating inefficiencies. The post-COVID landscape has heightened the
need for well-structured service processes, including telemedicine, emergency
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