NMIMS Global Access
School for Continuing Education (NGA-SCE)
Course: Service Operations Management
Internal Assignment Applicable for December 2020 Examination
Assignment Marks: 30
1.
Discuss the Role of Service Engineers in ‘Engineering’ Service Operations.
Explain the
three
techniques used to evaluate service operations with reference to a Restaurant
setup
(10
Marks)
2. Define and briefly explain the term
‘Service Design’. What are the various approaches
that organizations adopt to implement ‘Service Design’? Explain
with examples for
each approach from setups like Banking; Customer Care; App based
services; etc
(10 Marks)
3. The consumer durable industry is a good example wherein the
businesses involve both
manufacturing as well as service operations. The sold products
are evaluated by the
customers and rated highly based on the after sales ‘service’
that the seller provides.
With reference to the consumer durable industry discuss the
following aspects of
service operations
a. Discuss the elements that need to be planned in a Service
Framework. (5 Marks)
b. What are the challenges faced by the Service Managers who
manage these service
operations? (5 Marks)
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