Service Operations Management-1

$10.00

SKU: 6e8e1c08dd1e Category: Tag:

Service Operations Management

 

Assignment – A

Q1: Discuss about Human Factor in Services.

Q2: Discuss the factors in determining layout and design.

Q3: What are the problems with the Product Lifecycle?

Q4: What are the various product strategies available to a service firm? What are the implications of each?

Q5: What are two kinds of physical evidence? Discuss.

Q6: What do you think are the main reasons for including the element of ‘People’ in the marketing mix for services?

Q7: Discuss the reasons of growth of service sector.

Q8: Discuss about nature and role of services in economy.

 

Part – B

Q1: Describe forecasting demand for services.

Q2: Discuss Inventory Management for improved service delivery.

Q3: List the service attributes required by companies to improve their competitive capabilities by using service inventory.

 

Assignment – C

 

Q1: The ……………… proposition is essentially the business proposition, but seen from both the business and the customer/user perspective.

( ) merchandising

( ) service

( ) management function

( ) logistics function

Q2: ……………. is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers’ requirements, direct online communications with customer and customer service centers that are intended to help customers solve their issues.

( ) DRM

( ) CRM

( ) MRM

( ) CPRM

Q3: The ……………….. deals with issue of treatment of customers in sense reduce wait time and improvement of service.

( ) inventory and distribution channels.

( ) Displays

( ) Warehouses

( ) queue management

Q4: Focusing on the …………………. provides a distinct and novel way to think about service management.

( ) Merchandising

( ) Supply chain

( ) Customer loyalty

( ) push-pull boundary

Q5:  ……………. allows each additional item in service inventory to increase the variety of offerings exponentially.

( ) brand-name specialty retailer

( ) Modularity

( ) Investment

( ) Merchandise quality

Q6: ……………….. inventory also lowers costs by fulfilling the basic roles of inventory.

( ) Service

( ) Merchandise

( ) business intelligence software

( ) SKUs

Q7: …………….. is a significant factor in determining the kind of fixtures to be used by a retailer since it provides him with a unique selling proposition.

( ) Buying

( ) push-pull boundary

( ) Level of competition

( ) Cataloguing

Q8: CRM applications also help firms manage ………………… more effectively across the stages of relationship initiation, maintenance, and termination.

( ) World

( ) Economy

( ) customer relationships

( ) Environment

Q9:  …………………….. can occur in single, batch or bulk, arrival as distribution of time, arrival in finite population or infinite population.

( ) Money

( ) Sales Promotion

( ) Customer arrival

( ) Multiple software programs

Q10:  …………………… looks at available resources for customer service, queue structure to avail the service and preemption of service.

( ) Multi-channel retailing

( ) Cataloguing

( ) Service Mechanism

( ) Space Management

Q11: According to McCarthy, the elements of …………….. are 4Ps – product, price, place (i.e. distribution) and promotion.

( ) marketing mix

( ) Customer loyalty

( ) Instant gratification

( ) Merchandising

Q12: The ………………… in advertisement would substantially simplify the task of professionals since the persuasion process would be found proactive.

( ) Meeting manager requirements

( ) sensitivity

( ) creativity

( ) life expectancy

Q13:  ………………. are also unique in service industries and typically public relations take a front seat, while advertising is more of ‘corporate advertising’.

( ) inventory and distribution channels.

( ) Promotional issues

( ) Instant gratification

( ) market basket analysis

Q14: ……………….. can use six basic elements, namely, product scope, market scope, value, timing, identification of the beneficiary and protection against competition.

( ) Merchandising

( ) service provider

( ) Customer loyalty

( ) Breakage

Q15:  The ……………. hear the responsibility of advertising locally at micro level.

( ) retailer

( ) executives

( ) Customer

( ) Shopkeeper

Q16: The ………………… plays a very important role in marketing a service; therefore, managing word-of-mouth publicity is important.

( ) Inventory

( ) Retail loyalty programs

( ) business intelligence software

( ) public opinion

Q17: ……………….. is an area which requires utmost managerial attention.

( ) Staff motivation

( ) Promotion

( ) Consumers

( ) Premiums

Q18: …………………………. greatly influences the perception of a service brand.

( ) Multiple software programs

( ) Sales Promotion

( ) Consumer participation

( ) Buying

Q19: …………….. are frequently used to give an element of tangibility.

( ) Premiums

( ) Sales Promotion

( ) Characters and themes

( ) Multiple software programs

Q20: ……………… helps in making the message more attractive and enhancing its impact.

( ) Multi-channel retailing

( ) Characters and themes

( ) Testing the effectiveness

( ) Creativity

Q21: ………………….. are defined by the input provided for the process, the process itself, and the output generated from the process.

( ) A critical retail function

( ) business intelligence

( ) A critical management function

( ) Business processes

Q22: The …………….. represents a majority of the economic output of many developed economies, so there are good economic to reasons improve service-based processes.

( ) services sector

( ) sports sector

( ) business sector

( ) retail sector

Q23:  ……………………. is a customer focused approach to service innovation and improvement.

( ) inventory and distribution channels.

( ) Service blueprinting

( ) Warehouses

( ) Storage

Q24: ……………….. is the demand for a service from customer when they want something.

( ) Value demand

( ) Supply chain

( ) Failure demand

( ) market basket analysis

Q25:  ………………….. is a demand that only exists because the initial demand was not satisfied properly.

( ) brand-name specialty retailer

( ) Value demand

( )

Investment

( )

Failure demand

Q26: A ………………….. is one of the most cost effective ways of achieving a certain degree of process standardization.

( ) Inventory

( ) process manual

( ) business intelligence software

( ) Supply chain

Q27: ……………… seems to be regarded as a cure-all for services, and even whole countries and economies (such as Europe), to return to the so-called “growth track.”

( ) Buying

( )  Scanning

( )  tracking

( ) Innovation

Q28: ………………. are dynamic and perishable in nature and this can often lead to instances of idle capacity or opportunity loss.

( ) Inventory

( ) Services

( ) A critical retail function

( ) Investment

Q29: …………………. makes it difficult to retrieve information in a timely manner and to perform analysis of the data.

( ) Money

( ) Sales Promotion

( ) Storage

( ) Multiple software programs

Q30: The service sector of the economy constitutes ……………. of the world’s total GDP and employs 40% of global labour force.

( ) 62%

( ) 78%

( ) 45%

( ) 23%

Q31: The ………………. is composed of the four P’s: product, price, place (distribution) and promotion.

( ) A critical retail function

( ) business intelligence

( ) critical management function

( ) traditional marketing mix

Q32: …………… in services refers to the actual procedures, mechanisms, and flow of activities by which the service is delivered- the service delivery and operating systems.

( ) Spam

( ) Brick and Mortar

( ) Process

( ) Business Relationships

Q33: ………………… can be used to build strong association in the customers’ minds and service can be differentiated from the competitor’s similar offering.

( ) drawback

( ) Supply chain

( ) Physical evidence

( ) Storage

Q34: The …………………. includes all of the tangible representations of the service such as, brochures, letterhead, business cards, report format, signage, equipment, etc.

( ) Merchandising

( ) Physical evidence

( ) Customer loyalty

( ) Internet technology

Q35:  ……………… refers to all human actors who play a part in service delivery and thus influence the buyer’s perceptions; namely, the firm’s personnel, the customer, and other customers in the service environment.

( ) Outsourcing

( ) People

( ) Investment

( ) Merchandise quality

Q36: ……………….. is very important concept in services, which refers to the physical presence of the customer in the system.

( ) Customer contact

( ) Outsourcing

( ) Physical evidence

 

( ) Technical support

Q37:  …………………….. has a vital role in services, because of the large number of service businesses which involve personal interaction between the service provider and the customer, and service being provided by a person, not a machine.

( ) Personal selling

( ) Customer contact

( ) Physical evidence

( ) Technical support

Q38: The ……………….. element of the services marketing mix forms a vital role in communicating the positioning of the service to customers.

( ) promotion

( ) Personal selling

( ) Technical support

( ) Investment

Q39: …………………… , refers to the seamless integration of the various sales and service channels provided by the retailer to the customer.

( ) Money

( ) Sales Promotion

( ) Integrated Multi-channel Retailing (IMCR)

( ) Multiple software programs

Q40: …………….. is any kind of paid, non-personal method of promotion by an identified organisation or individual.

( ) Advertising

( ) Cataloguing

( ) Storage

( ) Strategising

Registrations
No Registration form is selected.
(Click on the star on form card to select)
Please login to view this page.
Please login to view this page.
Please login to view this page.