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

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