SERVICE OPERATIONS MANAGEMENT
1. Define and briefly explain the term ‘Service Design’. What are the various approaches that organizations adopt to implement ‘Service Design’? Explain with examples for approach from setups like Banking or a Healthcare setup (choose any one reference of your own choice).
2. Discuss the Role of Service Engineers in ‘Engineering’ Service Operations. Explain the three techniques used to evaluate service operations with reference to a setup for an Educational Institute.
3. The Hospitality sector is a good example wherein the businesses involve both manufacturing (food preparations) as well as service operations. The sold products are evaluated by the customers and they are also rated based on the service that the seller provides. With reference to the industry discuss the following aspects of service operations.
a. Discuss the elements that need to be planned in a Service Framework of a Hospitality setup.
b. What are the challenges faced by the Service Managers who manage these service operations?