FALL-2015
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MBA Semester
3
QM0020-Quality
in Service Industries
(Book ID: B1725)
Assignment (60 Marks)
Note: Answer
all questions must be written within 300 to 400 words each. Each Question
carries 10 marks 6 X 10=60.
Q1Discuss the Capability Maturity
Model Integration (CMMI)
Answer. CMMI stands for Capability
Maturity Model Integration.
CMMI is a framework of best practices. The current version, CMMI-DEV,
describes best practices in managing, measuring and monitoring software
development processes. The CMMI model does not describe the processes
themselves; it describes the characteristics of good processes, thus providing
guidelines for companies developing or honing their own sets of processes.
CMMI Version 1.3 is the most
Q2. Explain the five dimensions of
Service Quality given by Parasuraman, Zeithaml and Berry, to evaluate the
service gap.
Answer. Service quality (SQ) is a comparison of expectations
(E) with performance (P) SQ=P-E.
A business with high service quality will meet customer needs whilst
remaining economically competitive. Improved service quality may increase
economic competitiveness.
This aim may be achieved by understanding and improving operational
processes; identifying problems quickly and systematically;
Q3. How is Service quality related to
customer satisfaction, loyalty, and Value?
Answer.Customer Satisfaction
In the sense of the customer, the satisfaction is a meeting the needs
degree at the end of a purchase. Customer satisfaction is a result of the
comparison process between expectations and perceived service performance.
Customer satisfaction is measured by “Disconfirmation Theory”. Disconfirmation
theory is the comparison of the performance level after using the product or
service with the expectation level before using the product or service as
better or worse. If the product or service is worse than expected
(Expectation>
Q4. Explain the various reasons for
Service failure and also the two types of service failure.
Answer.Keeping and
developing relationships with current customers is a key business strategy. Yet
problems and complaints are bound to occur over the lifetime of customer
relationships. Handling these effectively is vital to maintaining customer
satisfaction and loyalty, as the example of Saturn illustrates. When faced with
the need to repair a problem on 350,000 of its vehicles, the company chose to
do whatever was necessary to satisfy customers: it set up an 800 number, went
directly to some owners’ homes, and opened its checkbook to dealers. According
to Joseph Kennedy, Saturn’s vice president of sales, service, and marketing,
the
Q5. Give reasons why providing
high-quality service depends on efficient co-ordination between different
functional areas/departments of an organisation.
Answer.Functions of Service Quality
Management Division are:
a) Monitoring of compliance with the established
standards of service quality.
b) Elaboration of programs for the improvement of the
quality of relations with customers.
c) Elaboration, launching of effective service control
management technologies/mechanisms and participation in the working process.
Q6. Explain the various services
provided by retailers. Also explain the various approaches to service quality
in retailing.
Answer. Functions performed by
retailers:
(1) Buying and Assembling:
A retailer
deals in different variety of goods which he purchases from different
wholesalers for selling to the consumers. He tries to locate
FALL-2015
Get solved
assignments at nominal price of Rs.125 each.
Any issues
mail us at: subjects4u@gmail.com or contact at
08894344452
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