NMIMS Global Access
School for Continuing Education (NGA-SCE)
Course: Service Operations Management
Internal Assignment Applicable for December 2021
Examination
Assignment Marks: 30
Instructions:
All
Questions carry equal marks.·
All
Questions are compulsory·
All
answers to be explained in not more than 1000 words for question 1 and 2 and
for question 3 in not more than 500 words for each subsection. Use relevant
examples, illustrations as far as possible.·
All
answers to be written individually. Discussion and group work is not advisable.·
Students
are free to refer to any books/reference material/website/internet for
attempting their assignments, but are not allowed to copy the matter as it is
from the source of reference.·
Students
should write the assignment in their own words. Copying of assignments from
other students is not allowed.·
Students
should follow the following parameter for answering the assignment questions.·
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) (10 Marks)
For Theoretical Answer
Assessment Parameter
Weightage
Introduction
20%
Concepts and Application related to the question
60%
Conclusion
20%
For Numerical Answer
Assessment Parameter
Weightage
Understanding and usage of the formula
20%
Procedure / Steps
50%
Correct Answer & Interpretation
30%
NMIMS Global Access
School for Continuing Education (NGA-SCE)
Course: Service Operations Management
Internal Assignment Applicable for December 2021
Examination
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. (10
Marks) 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. (5 Marks)
b. What are the challenges faced by the Service
Managers who manage these service operations? (5 Marks)
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