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Q1. Explain the concept of ‘Service Design’ in Service Operations. Discuss the various approaches that Service setups can adopt to implement ‘Service Design’? Explain the concept with the help of reference from the Retail setup like a Supermarket.
Q2. What Role do Service ‘Engineers’ play in designing ‘processes’ Service Operations. Explain the three techniques used to evaluate service operations with reference to a setup like a Fine dine family restaurant.
Q3. The ‘Food delivery’ segment 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
- Discuss the elements that need to be planned in a Service Framework of the mentioned setup. (5 marks)
- What are the challenges faced by the Service Managers who manage these service operations? (5 marks)
April 2023
Q1. Strategies and decisions are taken at various hierarchal levels in an organization. Explain different levels of hierarchy in organizations and discuss the various Strategic decisions taken at these different levels of hierarchy. Explain these hierarchical levels and decisions by taking an example of any Healthcare setup of your choice. (10 Marks)
Q2. Discuss the Role of Service Engineers in ‘Engineering/Designing/Evaluating’ Service Operations. Explain the three techniques used to evaluate service operations with reference to a setup from the Hospitality sector. (10 Marks)
Q3. The Education Sector is a good example wherein the Service operation involves elaborate planning prior to the start of each processing cycle (academic year). The services are evaluated by the customers and rated highly based on the ‘service’ that the institute provides. With reference to the education sector discuss the following aspects of service operations
- The ‘customer’ needs not be involved in all the processes, and consequently the Institutes’ services need not plan all the components of their facilities to please the customers as well as make them visible to customers. Discuss these aspects of facility planning with the concept of decoupling of processes in an Educational institute’s premises. (5 Marks)
- What are the challenges faced by the Service Managers who manage these service operations? (5 Marks)
Dec 2022
Q1. Define and briefly explain the term ‘Service Design’. What are the various approaches that organizations adopt to implement ‘Service Design’? Explain with examples for the approaches for a restaurant setup (choose any one reference setup of your own choice) (10 Marks)
Q2. What are the factors/dimensions which are considered important by an organisation while evaluating Quality in Service Operations? Elaborate your answer with an example from the Education Sector. (10 Marks)
Q3. The Healthcare sector is one the most prominent in the service sector. Many processes are involved in this sector by various organisation. Hence it becomes critical for Healthcare Institutes to plan their processes in different ways to provide the best possible services to their customers. Highlight the attempts of these organisations from the following aspects as given below.
a. Discuss the elements that need to be planned in a Service Framework of a Healthcare setup. (5 Marks)
b. To ensure that all processes will run effectively and error free, how can healthcare services adopt the concept of Service Design (Blueprinting) for their service operations. (5 Marks)
June 2022
Q1. 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)
Q2. 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)
Q3. 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)
Last sem question answer
1. What are the factors which are considered important by an organisation while evaluating Quality in Service Operations? Elaborate your answer with an example from the Hospitality Sector. (10 Marks)
2. Strategies and decisions are taken at various hierarchal levels in an organization. Explain different levels of hierarchy in organisations and discuss the various Strategic decisions taken at these different levels of hierarchy. Explain these hierarchical levels and decisions by taking an example of any Educational Institute of your choice. (10 Marks)
3. The Healthcare sector is one the most prominent in the service sector. Many processes are involved in this sector by various organisation. Hence it becomes critical for Healthcare Institutes to plan their processes in different ways to provide the best possible services to their customers. Highlight the attempts of these organisations from the following aspects as given below.
a. The customer need not be involved in all the processes, and consequently the Healthcare Institutes’ services need not plan all the components of their facilities to please the customers as well as make them visible to customers. Discuss this aspects of facility planning with the concept of Decoupling of processes. (5 Marks)
b. To ensure that all processes will run effectively and error free, how can the healthcare services adopt the concept of Service Design (Blueprinting) during the planning phase of service operations. (5 Marks)
Old Question Paper
Q1: 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.
Q2: 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.
Question 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.
b. What are the challenges faced by the Service Managers who manage these service operations?
Sep 2020
Q1. What are the factors which are considered important by an organisation while evaluating Quality in Service Operations? Elaborate your answer with an example of an Educational Institute
Q2. Discuss the concept of Front Office & Back Office in Service Operations. Explain which services are categorized in these two types w.r.t. a Restaurant setup
Q3. The Healthcare setup is a good example wherein the businesses involve service operations with utmost customer satisfaction. The ‘sold products’ are evaluated by the customers and rated highly based on the ‘service’ that the seller provides. With reference to the Healthcare setup discuss the following aspects of service operations
a. Discuss the elements that need to be planned in a Service Framework.
b. What are the challenges faced by the Service Managers who manage these service operations?
Nmims Assignment Answers June 2020 Related Subject
| S.N. | Subject Name of Nmims Assignment 2020 | Cost/Buy Now |
| 1 | Operationals and Supply Management | 500 Buy Now |
| 2 | Enterprise Resource Planning | 500 Buy Now |
| 3 | Total Quality Management | 500 Buy Now |
| 4 | Project Management | 500 Buy Now |
| 5 | Procurement Management | 500 Buy Now |
| 6 | Service Operations Management | 500 Buy Now |
