amity-solved-assignment-mba-service-operations-management

1 .

Discuss about nature and role of services in economy.

2 .

Discuss the reasons of growth of service sector.

3 .

What do you think are the main reasons for including the element of ‘People’ in the marketing mix for services?

4 .

What are two kinds of physical evidence? Discuss.

5 .

What are the various product strategies available to a service firm? What are the implications of each?

6 .

What are the problems with the Product Lifecycle?

7 .

Discuss the factors in determining layout and design.

8 .

Discuss about Human Factor in Services .

1.

Describe forecasting demand for services. 
 

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2.

Discuss Inventory Management for improved service delivery. 
 

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3.

List the service attributes required by companies to improve their competitive capabilities by using service inventory. 
 

Question No.  1

Marks - 10

The .................. proposition is essentially the business proposition, but seen from both the business and the customer/user perspective.

Options

 merchandising

 service 

 management function  

 logistics function

Question No.  2

Marks - 10

................ 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.

Options

 DRM

CRM

MRM 

 CPRM

Question No.  3

Marks - 10

The .................... deals with issue of treatment of customers in sense reduce wait time and improvement of service.

Options

inventory and distribution channels.

Displays

Warehouses 

 queue management

Question No.  4

Marks - 10

Focusing on the ...................... provides a distinct and novel way to think about service management.

Options

Merchandising

Supply chain

Customer loyalty 

 push-pull boundary

Question No.  5

Marks - 10

       ................ allows each additional item in service inventory to increase the variety of offerings exponentially.

Options

brand-name specialty retailer

Modularity

Investment 

 Merchandise quality

Question No.  6

Marks - 10

.................... inventory also lowers costs by fulfilling the basic roles of inventory.

Options

 Service

Merchandise

business intelligence software 

 SKUs

Question No.  7

Marks - 10

................. 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.

Options

Buying

push-pull boundary

Level of competition

Cataloguing

Question No.  9

Marks - 10

      .......................... can occur in single, batch or bulk, arrival as distribution of time, arrival in finite population or infinite population.

Options

Money

Sales Promotion

Customer arrival 

 Multiple software programs

Question No.  10

Marks - 10

........................ looks at available resources for customer service, queue structure to avail the service and preemption of service.

Options

Multi-channel retailing

Cataloguing

Service Mechanism 

 Space Management

Question No.  11

Marks - 10

According to McCarthy, the elements of ................. are 4Ps - product, price, place (i.e. distribution) and promotion.

Options

 marketing mix

Customer loyalty

Instant gratification  

Merchandising

Question No.  12

Marks - 10

The ..................... in advertisement would substantially simplify the task of professionals since the persuasion process would be found proactive.

Options

 Meeting manager requirements

sensitivity

creativity 

life expectancy

Question No.  14

Marks - 10

.................... can use six basic elements, namely, product scope, market scope, value, timing, identification of the beneficiary and protection against competition.

Options

Merchandising

service provider

Customer loyalty 

Breakage

Question No.  15

Marks - 10

 The ................ hear the responsibility of advertising locally at micro level.

Options

retailer

executives

Customer 

 Shopkeeper

Question No.  16

Marks - 10

The ..................... plays a very important role in marketing a service; therefore, managing word-of-mouth publicity is important.

Options

Inventory

Retail loyalty programs

business intelligence software  

public opinion

Question No.  18

Marks - 10

............................... greatly influences the perception of a service brand.

Options

Multiple software programs

Sales Promotion

Consumer participation 

 Buying

Question No.  19

Marks - 10

................. are frequently used to give an element of tangibility.

Options

 Premiums

Sales Promotion

Characters and themes 

 Multiple software programs

Question No.  20

Marks - 10

.................. helps in making the message more attractive and enhancing its impact.  

Options

Multi-channel retailing

Characters and themes

Testing the effectiveness 

 Creativity

Question No.  21

Marks - 10

....................... are defined by the input provided for the process, the process itself, and the output generated from the process.

Options

A critical retail function

business intelligence

A critical management function  

 Business processes

Question No.  22

Marks - 10

The ................. represents a majority of the economic output of many developed economies, so there are good economic to reasons improve service-based processes.

Options

 services sector

 sports sector

 business sector  

 retail sector

Question No.  23

Marks - 10

      ......................... is a customer focused approach to service innovation and improvement.

Options

inventory and distribution channels.

Service blueprinting

Warehouses 

 Storage

Question No.  24

Marks - 10

.................... is the demand for a service from customer when they want something.

Options

Value demand

Supply chain

Failure demand 

 market basket analysis

Question No.  25

Marks - 10

 ....................... is a demand that only exists because the initial demand was not satisfied properly.

Options

brand-name specialty retailer

Value demand

  Investment

  Failure demand

Question No.  26

Marks - 10

A ....................... is one of the most cost effective ways of achieving a certain degree of process standardization.

Options

Inventory

process manual

business intelligence software 

 Supply chain

Question No.  27

Marks - 10

.................. 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."

Options

 Buying

Scanning

tracking

Innovation

Question No.  28

Marks - 10

................... are dynamic and perishable in nature and this can often lead to instances of idle capacity or opportunity loss.

Options

Inventory

Services

A critical retail function 

 Investment

Question No.  29

Marks - 10

...................... makes it difficult to retrieve information in a timely manner and to perform analysis of the data.

Options

Money

Sales Promotion

Storage

Multiple software programs

Question No.  30

Marks - 10

The service sector of the economy constitutes ................ of the world’s total GDP and employs 40% of global labour force.

Options

62%

78%

45% 

 23%

Question No.  31

Marks - 10

The ................... is composed of the four P’s: product, price, place (distribution) and promotion.

Options

 A critical retail function

 business intelligence

 critical management function  

 traditional marketing mix

Question No.  32

Marks - 10

............... in services refers to the actual procedures, mechanisms, and flow of activities by which the service is delivered- the service delivery and operating systems.

Options

 Spam

Brick and Mortar

Process

 Business Relationships

Question No.  33

Marks - 10

..................... can be used to build strong association in the customers’ minds and service can be differentiated from the competitor’s similar offering.

Options

drawback

Supply chain

Physical evidence 

 Storage

Question No.  34

Marks - 10

The ......................  includes all of the tangible representations of the service such as, brochures, letterhead, business cards, report format, signage, equipment, etc.

Options

Merchandising

Physical evidence

Customer loyalty 

 Internet technology

Question No.  35

Marks - 10

 .................. 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.

Options

Outsourcing

People

Investment 

 Merchandise quality

Question No.  36

Marks - 10

.................... is very important concept in services, which refers to the physical presence of the customer in the system.

Options

Customer contact

Outsourcing

Physical evidence  

 Technical support

Question No.  37

Marks - 10

            .......................... 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.

Options

 Personal selling

Customer contact

Physical evidence 

 Technical support

Question No.  38

Marks - 10

The .................... element of the services marketing mix forms a vital role in communicating the positioning of the service to customers.

Options

promotion

Personal selling

Technical support

 Investment

Question No.  39

Marks - 10

........................ , refers to the seamless integration of the various sales and service channels provided by the retailer to the customer.

Options

Money

Sales Promotion

Integrated Multi-channel Retailing (IMCR) 

 Multiple software programs

Question No.  40

Marks - 10

................. is any kind of paid, non-personal method of promotion by an identified organisation or individual.

Options

Advertising

Cataloguing

Storage 

Strategising