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Service Operations Management V1
Q1. Discuss about nature and role of services in economy.
Q2. Discuss the reasons of growth of service sector.
Q3. What do you think are the main reasons for including the element of People in
the marketing mix for services?
Q4. What are two kinds of physical evidence? Discuss.
Q5. What are the various product strategies available to a service firm? What ar
e the implications of each?
Q6. What are the problems with the Product Lifecycle?
Q7. Discuss the factors in determining layout and design.
Q8. Discuss about Human Factor in Services .

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 competiti
ve capabilities by using service inventory.
1.
The
proposition is essentially the business proposition, but seen from both t
he business and the customer/user perspective.
2.
. is a customer-oriented feature with service response based on customer inpu
t, one-to-one solutions to customers requirements, direct online communications w
ith customer and customer service centers that are intended to help customers so
lve their issues.
3.
The
.. deals with issue of treatment of customers in sense reduce wait time an
d improvement of service.
4.
Focusing on the
. provides a distinct and novel way to think about service man
gement.
5.
. allows each additional item in service inventory to increase the variety of
offerings exponentially.
6.
.. inventory also lowers costs by fulfilling the basic roles of inventory.
7.
.. 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.
8.
CRM applications also help firms manage
more effectively across the stages of
relationship initiation, maintenance, and termination.
9.
.. can occur in single, batch or bulk, arrival as distribution of time, arriv
in finite population or infinite population.
10.
looks at available resources for customer service, queue structure to avail
service and preemption of service.
11.
According to McCarthy, the elements of
.. are 4Ps
product, price, place (i.e.
distribution) and promotion.
12.
The
in advertisement would substantially simplify the task of professionals s
nce the persuasion process would be found proactive.
13.
. are also unique in service industries and typically public relations take a
front seat, while advertising is more of corporate advertising .
14.
.. can use six basic elements, namely, product scope, market scope, value, tim
ing, identification of the beneficiary and protection against competition.
15.
The
. hear the responsibility of advertising locally at micro level.
16.
The
plays a very important role in marketing a service; therefore, managing w
rd-of-mouth publicity is important.
17.
.. is an area which requires utmost managerial attention.
18.
. greatly influences the perception of a service brand.
19.
.. are frequently used to give an element of tangibility.
20.
helps in making the message more attractive and enhancing its impact.
21.
.. are defined by the input provided for the process, the process itself, and
he output generated from the process.
22.
The
.. represents a majority of the economic output of many developed economi
es, so there are good economic to reasons improve service-based processes.

23.
. is a customer focused approach to service innovation and improvement.
24.
.. is the demand for a service from customer when they want something.
25.
.. is a demand that only exists because the initial demand was not satisfied p
operly.
26.
A
.. is one of the most cost effective ways of achieving a certain degree of p
ocess standardization.
27.
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.
28.
. are dynamic and perishable in nature and this can often lead to instances of
idle capacity or opportunity loss.
29.
. makes it difficult to retrieve information in a timely manner and to perform
analysis of the data.
30.
The service sector of the economy constitutes
. of the world s total GDP and em
ploys 40% of global labour force.
31.
The
. is composed of the four P s: product, price, place (distribution) and pro
otion.
32.
in services refers to the actual procedures, mechanisms, and flow of activit
ies by which the service is delivered- the service delivery and operating system
s.
33.
can be used to build strong association in the customers minds and service c
be differentiated from the competitor s similar offering.
34.
The
. includes all of the tangible representations of the service such as, bro
hures, letterhead, business cards, report format, signage, equipment, etc.
35.
refers to all human actors who play a part in service delivery and thus influ
ence the buyer s perceptions; namely, the firm s personnel, the customer, and other
customers in the service environment.
36.
.. is very important concept in services, which refers to the physical presenc
e of the customer in the system.
37.
.. has a vital role in services, because of the large number of service busin
es which involve personal interaction between the service provider and the custo
mer, and service being provided by a person, not a machine.
38.
The
.. element of the services marketing mix forms a vital role in communicati
ng the positioning of the service to customers.
39.
, refers to the seamless integration of the various sales and service channe
provided by the retailer to the customer.
40.
.. is any kind of paid, non-personal method of promotion by an identified org
anisation or individual.
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