205 OSCM SC – OSCM - 01 Services Operations Management

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205 OSCM SC – OSCM - 01 Services Operations Management - I

MBA SEM-II 206 OSCM CCE

S. P. Mandali's
Prin. N.G.Naralkar Institute of Career Development & Research
536 Shaniwar Peth, Appa Balwant Chowk (ABC Chowk) Pune-411030

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MBA SEM-II 206 OSCM CCE

The discrepancy between customer expectations and their perceptions of the service delivered

GAP 1

GAP 2

GAP 3

GAP 5

Clear selection

A possible move to commodity standardisation will occur at which stage of the products service life cycle?

Decline

Growth

Introduction

Maturity

Clear selection

Another term for the bottom up perspective is the concept of

Emergent strategies

Hierarchical strategies

Experiential strategies

Group strategies

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Decisions that influence the workforce organisation, planning and control, and improvement activities are termed:

Long-term decisions

Infrastructural decisions

Structural decisions

Intangible decisions

Clear selection

Services cannot be stored characteristics of service is called as

Intangibility

Inseparability

Perishability

Variability

Clear selection

Services requires the presence of both customer and provider This characteristics of service is called as

Intangibility

Inseparability

Perishability

Variability

Clear selection

The customer-provider interaction introduces variations this characteristics of service is called as

Intangibility

Inseparability

Perishability

Variability

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The result is a process or act this characteristics of service is called as

Intangibility

Inseparability

Perishability

Variability

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Service focused strategy has bread of service offering -narrow and ____ number of markets served

Few

None

Many

One

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In relation to retail banking, which of the following statements is likely to be true?

Qualifiers are price and speed, less important factors are range and accessibility.

Order winners are quality and range, qualifiers are price and speed, a less important factor is accessibility.

Less important factors are price and speed, order winners are quality, range and accessibility.

Order winners are price and accessibility, qualifiers are quality and range.

Clear selection

"What the customer expects (E)What the customer perceives theyreceived (P)Customer satisfaction="

P + E

P – E

P / E

P X E

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"An airline which offers seats on 9.00 a.m. flight from Mumbai to Delhi cannot sell any empty seats once the aircraft has left.This characterstics of service is"

Intangibility

Perishability

Heterogeneity

Inseparability

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Services cannot generally be seen, tasted, felt, heard or smelt before being bought. This characterstics of service is

Intangibility

Perishability

Heterogeneity

Inseparability

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An order ____ is a characteristic of a product or service that is required in order for the product/service to even be considered by a customer

Winner

Process

Qualifier

Looser

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An order _____ is a characteristic that will win the bid or customer's purchase.

Qualifier

Process

Winner

Looser

Clear selection

Dimensions of Quality Acronym is known as

PATER

RATOR

RATED

RATER

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"Ability to convey trust and confidenceKnowledgeable and courteous "

Assurance

Reliability

Empathy

Responsiveness

Clear selection

"Ability to perform the service accurately,dependably, and repeatably"

Assurance

Reliability

Empathy

Responsiveness

Clear selection

"Approachable and relatableCaring and understandingIndividualized attention"

Assurance

Reliability

Empathy

Responsiveness

Clear selection

"Willingness to helpPromptness"

Assurance

Reliability

Empathy

Responsiveness

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In the growth stage of the product/service life cycle the operation is likely to focus on which combination of performance objectives?

Speed, Quality and Cost.

Speed, Dependability and Cost.

Dependability, Quality and Cost.

Speed, Dependability and Quality.

Clear selection

Choose the correct statement I.Services cannot be stored for later sale or use. II.As services are performances they cannot be stored.

Statement I is Correct, While Statement II is incorrect

Statement II is Correct, While Statement I is incorrect

Statement I and Statement II are Incorrect

Statement I and Statement II are Correct

Clear selection

Select the correct Statement I.Goods are first produced, and then stored, and finally sold and consumed. II services are first sold, then produced and consumed simultaneously.

Statement I is Correct, While Statement II is incorrect

Statement II is Correct, While Statement I is incorrect

Statement I and Statement II are Correct

Statement I and Statement II are Incorrect

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The major dimensions of the taxonomy are the characteristics of the process (rigid or fluid service processes).

system/customer interface and the attributes of the service

Time and Cost

Internal Customer and Financial Implication

Attributes of Service and Costing

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Which of the following questions do NOT relate to structural strategic decisions?

How should the operation decide how much inventory to have and where is it to be located?

What technology should the operation be developing internally and what should it be buying in?

What balance of capabilities should it develop along its network of operations?

How should the operation decide which product or services to develop?

Clear selection

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