Service Operation Management (HOSM715)-Semester III
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1st Module Assessment
Which of the following statements do not represent the true characteristic of service?
Select one:
a. Perishablity
b. Heterogeneous
c. Customer Involvement
d. Tangiblity
Question 1. Which of the following service examples provide 100% intangible product?
Select one:
a. Consultancy
b. Insurance
c. Hotels
d. Airlines
Clear my choice
Question 2. Food courts, malls or super stores are economic activities that create ___________.
Select one:
a. Convenience
b. Product
c. Form
d. Psychological utility
Clear my choice
Question 3. Food delivery apps is an economic activity that is based on ___________and ______________.
Select one:
a. Convenience, Time
b. Customer, Money
c. Information, Food
d. Technology, Demand
Clear my choice
Question 4. In economic activities, service industry is categorised as ___________.
Select one:
a. Primary
b. Secondary
c. Tertiary
d. Allied
Clear my choice
Question 5. In economic activities, service industry is categorised as ___________.
Select one:
a. B2C
b. B2B
c. Welfare Services
d. Internal Services
Clear my choice
Question 6. As per the current statistics, ________________industry contributes maximum to the Indian Economy.
Select one:
a. manufacturing
b. agriculture
c. service
d. captial goods
Clear my choice
Question 7. Fire stations and government hospitals are examples of ___________.
Select one:
a. Welfare services
b. Public Services
c. NGO services
d. Social Services
Clear my choice
Question 8. Project companies offering turnkey operations are example of ___________.
Select one:
a. B2C
b. B2B
c. Public Services
d. Internal Services
Clear my choice
Question 9. OTT platforms like NETFLIX and AMAZON are economic activites that creates ___________.
Select one:
a. Form
b. Time
c. Product
d. Psychological utility
Clear my choice
Question 10. Which of the following is the correct example of a service product?
Select one:
a. Automobile manufacturing
b. Agriculture
c. textile
d. Banking
Clear my choice
Which of the following services provides the highest customisation?
Select one:
a. Transportation
b. Telecommunication
c. Doctor’s consultancy
d. Picture hall
Question 11. Movie shown in a picture hall is an example of:
Select one:
a. tangible action on a thing.
b. intangible action on people.
c. tangible action on people.
d. intangible action on a thing.
Clear my choice
Question 12. R & D department in an organisation is an example of __________.
Select one:
a. External Service
b. Implicit Service
c. Support service
d. Internal Service
Clear my choice
Question 13. In trade off from standardisation to customisation,
Select one:
a. the price of service tends to increase.
b. the price of service tends to decrease.
c. it will not have any change on pricing.
d. the quality of service will decrease.
Clear my choice
Question 14. Which of the following is not an example of support facility?
Select one:
a. Airplane in Airlines
b. School building
c. Insurance policy document
d. Service station set up
Clear my choice
Question 15. Goods transported by a transporter is an example of:
Select one:
a. Tangible action on a thing
b. Intangible action on a thing
c. Intangible action on a person
d. Indirect action on a thing
Clear my choice
Question 16. Service sector includes economic activities that result in _______________.
Select one:
a. tangible products
b. standardised products
c. intangible products
d. information
Clear my choice
Question 17. Which of the following is an example of implicit service?
Select one:
a. Food consumed by a guest in a fast food outlet
b. Pride to own a brand of a product
c. Insurance policy received by the client
d. Marketing research report of a consultant
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2nd Module Assessment
Question 1. Which of the following is not a technology generated service encounter?
Select one:
a. Self check-in Kiosks in hotels
b. Beverage vending machine
c. Call centre to book tickets for a theatre
d. Payment wallets apps
Clear my choice
Question 2. Which of the following is not a part of service delivery system?
Select one:
a. People
b. Legal regulations
c. Technology
d. Equipment and infrastructure
Clear my choice
Question 3. Activities performed by service providers not visible to customers are termed as ________________.
Select one:
a. on stage performance
b. hidden performance
c. support performance
d. backstage performance
Clear my choice
Question 4. Extending or augmenting an exisiting service design to make existing service more satisfying and effective is an example of ____________.
Select one:
a. Incremental Innovation
b. Radical Innovation
c. Invention
d. Subsequent Innovation
Clear my choice
Question 5. Room reservation process or cooking food in a room service kitchen are examples of ____________.
Select one:
a. support process
b. customer money
c. physical evidence
d. customer actions
Clear my choice
Question 6. Which of the following is not an advantage of outsourcing?
Select one:
a. It is economical.
b. Company can focus more on its core service operations.
c. It helps to reduce HR related issues.
d. It increases the quality of services.
Clear my choice
Question 7. Which of the following is the correct example off shoring of service process?
Select one:
a. Knowledge processing services for a US company is given to an Indian company.
b. Medical transcription process of UK’s Insurance company done by a Chinese organization.
c. Room reservation of a multinational hotel chain is done by a Global Reservation company using an app.
d. Customer complaint of an Australian Bank is handled by an Indian IT company.
Clear my choice
Question 8. Which of the following is a technology free service encounter?
Select one:
a. Customer complaining about a service to a call centre
b. Customer getting consultation from a doctor in his clinic
c. Cash withdrawl from a bank’s ATM
d. Customer sending money to his friend using NET banking
Clear my choice
Question 9. Concept of developing and offering a service that was not offered by anyone before, is termed as ___________.
Select one:
a. Radical Innovation
b. Incremental Innovation
c. Consequent Innovation
d. Innovation
Clear my choice
Question 10. Which of the following is not a factor that initiate innovation in services?
Select one:
a. Changing demography of market
b. Economical changes
c. Competition
d. Lack of competition in market
Clear my choice
Technology that helps to monitor the movement of service providers as in case of cabs, food delivery or product shipment is __________.
Select one:
a. GPS
b. GDS
c. ERP
d. DSS
Question 11. Technology that helps to integrate all the process of service system by providing real time information at all processes is known as ________.
Select one:
a. CRM
b. ERP
c. Intranet
d. CAD
Clear my choice
Question 12. Which of the following is not a benefit of off shoring a service process?
Select one:
a. It saves a lot of time for organisation.
b. It helps to cut cost of process.
c. It helps to reduce the HR required in the organisation.
d. It improves the quality of output.
Clear my choice
Question 13. ________ is a technology that maintains database and provide relevant information about specific consumer and their behaviour to a service provider.
Select one:
a. MIS
b. CRM
c. ERP
d. GPS
Clear my choice
Question 14. Document that presents entire service delivery process, highlighting all steps required to be performed by service provider and depicting physical evidence, onstage and off stage performance and support systems is known as ___________.
Select one:
a. Service Blue Print
b. Service Delivery Set up
c. Operation design
d. Service network
Clear my choice
Question 15. Production line approach will be most suitable for this service product:
Select one:
a. Hospitals
b. Project Consultants
c. Home loan & Insurance
d. Beauty parlour
Clear my choice
Question 16. Which of the following skills or traits is least important for a service provider coming in direct contact of the customer?
Select one:
a. Communication skills
b. Empathy
c. Technical Skills
d. Conceptual skills
Clear my choice
Question 17. Most important factor to select service facilty location is:
Select one:
a. Customer density and reach
b. Economic factor
c. Availablity of internet
d. Availablity of raw material
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3rd Module Assessment
Concept of Quality Function Deployment was developed by ________________.
Select one:
a.Professor Yoji Akao
b.Professor Deming
c.Mr Akino
d.Mr Crosby
Question 2. Which of the following is not a correct classification of cost of quality?
Select one:
a.prevention cost
b.sustainable cost
c.failure cost
d.appraisal cost
Question 3. An interaction of customer, directly or indirectly, with service provider (in person or otherwise) to experience the service provided by the company and percieve its quality is known as ________________.
Select one:
a.service scape
b.service encounter
c.customer experience
d.service experience
Customer delight in service will happen when:
Select one:
a.actual service is as per customer expectations.
b.actual service is greater than customer expectations.
c.actual service is lower than customer expectations.
d.actual service is not as per customer expectations.
Question 4. Which of the following is not a “moment of truth”?
Select one:
a.Receptionist registering a guest and assigning him a room
b.Captain of a restaurant taking orders from guest
c.Chef preparing cakes to be sold in coffee shop
d.Spa manager taking feed back from customer about the service provided
Question 5. SERVQUAL model was not developed by ________________.
Select one:
a.Mr Parsuraman
b.Mr Len Berry
c.Mr A Zeithaml
d.Mr Crosby
Question 6. Providing free discount voucher to a customer due to failure in providing right kind of service is a mechanism of ________________.
Select one:
a.service compensation
b.service encounter
c.service recovery
d.service scaping
Question 7. Which of the following is not a part of service triangle?
Select one:
a.service costs
b.service strategy
c. service systems
d.people
Question 8. Which one of the following is not a dimension of service quality?
Select one:
a.Reliablity
b.Responsibility
c.Tangibility
d.Empathy
Question 9. Identify the incorrect characteristic of a standardised service.
Select one:
a.Service provider has a little discretion.
b.Customisation of service is very limited.
c.Service processing is well timed and takes lesser time.
d.Customer can modify service as per their own requirement.
Question 10. Which of the following is not true for the quality of services?
Select one:
a.Quality of services are very easy to measure.
b.Measurement of service quality is difficult due to its intangiblity.
c.Quality is subjective in nature, every individual will percieve the quality of service differently.
d.All service providers cannot be homogenous in nature hence standards of service vary.
Question 11. Which of the following is not a technique to improve the service process and design?
Select one:
a.fish bone diagram
b.flow chart
c.house of quality
d.SPC charts
Any effort done by an organisation to recover failure of service is categorised as ______________.
Select one:
a.cost of prevention
b.cost of appraisal
c.cost of failure
d.cost of quality
Question 12. Which of the following is not a correct example of managerial element of service?
Select one:
a.Service encounters
b.Service quality
c.Information management
d.Facility layout
Question 13. A pizza delivery company promises to deliver a pizza in 30 minutes. Company can use a ___________ to know whether they are fulfilling the promise or not.
Select one:
a.PSDA Chart
b.SPC chart
c.Flow chart
d.Matrix diagram
Question 14. Value chain analysis is not used to:
Select one:
a.reduce timing of operation.
b.increase the performance of a process.
c.enhance the flow of information.
d.decrease the movement of a product.
Question 15. To bring homogeneity in service delivery, companies use __________________.
Select one:
a.Service blue prints
b.Standard operating procedure
c.Automation
d.Service measurement
Question 16. In case the services are entirely intangible, then the organisation can use suitable _____________ to create a positive image to enhance the percieved quality of service.
Select one:
a. physical evidences
b.service networks
c.technical skills
d.standardisation
Question 17. A company conducted a customer survey and found that there is decline in levels of customer satisfaction. To find out the real reason for the decline, company can use ____________.
Select one:
a. Network diagram
b.Poka Yoke system
c.Fish bone diagram
d.QFD diagram
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4th Module Assessment
Managing capacity in service is difficult due to its nature of ____________.
Select one:
a.hetrogeniety
b.perishablilty
c.intangiblity
d.homogeneity
Concept of maintaining customer database for facilitating better service delivery is known as:
Select one:
a.Customer relatioship management
b.Entreprise resource planning
c.Management information system
d.Decision support system
Question 2. Which of the following is the correct example of service inventory?
Select one:
a.Cars in a showroom
b.Tickets of drama theatre
c.Number of airconditioners in an electronic shop
d.Numbers of books in a book stall
Question 3. Demand management is very critical in service operation as:
Select one:
a.capacities can be changed easily.
b.capacities are fixed and cannot be changed quickly to respond.
c.intangiblity of service makes it difficult to fulfill demand.
d.the demand remains fixed throughout the period.
Question 4. Which of these is not a true arrival characteristic for customers arriving at a service line?
Select one:
a.Intensity of arrivals
b.Size of arrival population
c.Pattern of arrivals at the queing system
d.Behaviour of arrivals
Question 5. Which of the following is an incorrect queing model?
Select one:
a.Single channel queing model with Poisson arrivals and exponential service time
b.Mixed Queing Model
c.Random Channel Queing Model
d.Multiple Channel Queing Model
Question 6. Which of the following is not a short-term strategy to manage increased demand of service?
Select one:
a.Implementing automated systems
b.Hiring part time staff
c.Adding waiting lines in service systems
d.Implement premium pricing mechanism to turn away few customers
Question 7. Which of the following is an incorrect example of queing technique used in providing services to the waiting customers?
Select one:
a.First come first serve
b.Shortest processing time
c.Priority servicing
d.Random order servicing
Question 8. Which of the following will not have same input and output service inventories?
Select one:
a.
Picture Hall
b.
Amusement Park
c.
Insurance Company
d.
Restaurant
Question 9. Which of the following is not a quantitative method of demand forecasting?
Select one:
a.
Time series analysis
b.
Moving average method
c.
Brain storming
d.
Regression analysis
Question 10. Customer behaviour of moving from one queue to another in anticipation to receive service more quickly is termed as ___________.
Select one:
a.
Balking
b.
Reneging
c.
Jockeying
d.
Hopping
Which of the following is a not a work storage inventory based on information?
Select one:
a.Marketing research report by a consultant
b.Soup prepared in a restaurant
c.Legal documents for the insurance of a car
d.List of grocery items available in a super store
Question 11. Which of the following is not a factor to be considered while forecasting service demands by time series analysis?
Select one:
a.Secular Trend
b.Seasonal Trend
c.Systemic Trend
d.Random Trend
Question 12. Modifying capacity on a regular basis as per the changes in demand is known as ___________ strategy of capacity management.
Select one:
a.Level
b.Chase
c.Mix
d.Grand
Question 13. Level strategy of demand management is to produce:
Select one:
a.same levels of service without considering the demand changes.
b.different levels of services as per the changes in demand.
c.different levels of service as per demand forecast made by the manager.
d.different levels of services as per the market research.
Question 14. Which of the following is a correct example of outsourcing of process by a service provider?
Select one:
a.Centralised reservation system used by an organisation for its 15 hotels located all across India
b.TCS helping Indian Government in data management and verification for issue of passports
c.Online portal of Flipkart for ordering goods online
d.HR department of an airline company conducting recruitment and selection activities
Question 15. A cinema hall charges ” Premium Price” i.e., they charge exagerrated prices for tickets during weekends. The main objective is to:
Select one:
a.earn more profits during peak time.
b.to shift demand from lean time to peak time.
c.to reduce service demand during peak time.
d.to increase guest satisfaction.
Question 16. Concept of ” Happy Hours” in bars and restaurant is applied with the objective to:
Select one:
a.shift demand from peak time to lean time.
b.shift demand from lean time to peak time.
c.increase profit from operations.
d.use it as a sales promotion activity to improve brand image of company.
Question 17. Which of the following strategies is most suitable for a hotel to increase the demand of their services in lean seasons?
Select one:
a.Giving heavy discounts on the room rents
b.Advertising their product on electronic media
c.To give free food vouchers
d.To use online hotel portals to market their products
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5th Module Assessment
Simulation techniques cannot be used for:
Select one:
a.Designing a service
b.Forecasting a scenario
c.Preparing a 100% effective strategy
d.Prediction of a change in business or market
Question 2. Which of the following is not an objective of analysing big data by a service industry?
Select one:
a.To process payments done by customers
b.To find out market trend for their products
c.To forecast demand of services
d.To know customer perception and behaviour
Question 3. Which of the following is not an advantage of social media marketing for a service organisation?
Select one:
a.It is economical.
b.A company can reach larger number of audience in lesser time.
c.It stimulates word of mouth promotions.
d.Anyone can add content on social media.
Question 4. Which of these is not an example of GDS system?
Select one:
a.SPSS
b.Amadeus
c.Sabre
d.Apollo
Question 5. Identify the correct type of cloud.
Select one:
a.Public Cloud
b.Upper Cloud
c.Dark Cloud
d.White Cloud
Question 6. Self check-in and check-out Kiosks installed in a hotel’s front office is an example of _____________.
Select one:
a.Semi Automation
b.Full Automation
c.Robotics
d.AI
Question 7. It is not a service or benefit of cloud computing:
Select one:
a.It provides on-demand access to various applications and resources.
b.Data can be stored in servers maintained by service provider.
c.It helps to provide an access to information of other competitors.
d.It reduces time for processing and analysing data.
Question 8. GDS cannot be used for booking __________.
Select one:
a.Hotel Rooms
b.Cabs
c.Catering Services
d.Air Tickets
Question 9. Which of the following is not a cloud computing service?
Select one:
a.Saas
b.FaaS
c.PaaS
d.AIaaS
Question 10. Which of the following statements best describes the concept of robotics?
Select one:
a.A fully automated system, that can work without much human intervention
b.A semi automated system that integrate human effort with machine to perform task more effectively in an efficient way
c.A fully automatic system with mobile arms that can replicate similar actions as of humans
d.A mechanical system that does not require any external power to operate
Which of the following is not a company offering cloud service?
Select one:
a.Amazon Web Services
b.MS Azure
c.IBM Cloud services
d.IMS Clouds
Question 11. Technology in which machines can take multiple decisions without human intervention is known as ___________.
Select one:
a.AI
b.Mechanical technology
c.Robotics
d.Automated
Question 12. ICT technologies are the backbone of almost all service industries, here ICT stands for
Select one:
a.Internal Connect Technology
b.Internal Communication Technology
c.Industrial Communication Technology
d.Information and Communication Technology
Question 13. ORACLE and BAAN IV are the examples of _______________.
Select one:
a.ERP software
b.GDS software
c.Inventory Management Software
d.MRP software
Question 14. __________ is the most elaborate cloud computing service.
Select one:
a.SaaS
b.IaaS
c.PaaS
d.TssS
Question 15. To simplify complicated procedures, many applications allow you to create a script of commands that the application can run. This script is called ________.
Select one:
a.Micros
b.Macros
c.Encryption
d.Protocol
Question 16. UPC or barcode of a product does not provide:
Select one:
a.Details of product category
b.Manufacturer’s Detail
c.Use of product
d.Brand of product
Question 17. To manage and control service inventories these days, RFID technology is used. Here, RFID stands for:
Select one:
a.Radio Frequency Identification Docket
b.Rapid Frequency Identification Documentation
c.Radio Frequency Identification Documentation
d.Regulated Frequency Identification Documentation
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Assignment 2
Case Study:
Delta pizza house is a leading pizza house of the town, it was one of the most preferred brand and the first choice for the customers. One of the main reason is that it is pioneer in the market, the variety and taste of the pizzas offered are very good and option of dine in and home delivery was also provided. There were 12 outlets in the state and each offering similar services and quality of product. With passage of time new competitiors start to emerge in the market and also the customer base was increasing due to surge in population. Delta Pizza found that there was decline in sales, even when market size is increasing. Mr Raj, the founder of Delta Pizza was not very much happy with the trend and called a meeting of his senior managers of the company. Mr Jayant ( Sales Director), Mr Ansh (Operation Manager) & Ms Tanya (Marketing Manager) were called and asked to find out the reason for the negative trend and find out a solution for it. Mr Jayant told Mr Raj that there are now 5 different companies offering pizzas and their pricing and quality is alomost similar to what Delta is offering. Mr Ansh stated that the pizza made by Delta follows a standardised process and revise the recipes on regular basis as per market requirement. Delta is offering the best quality of product at reasonablly good price. Ansh suggested marketing team to market the Delta differently. Ms Tanya said that the we have conducted a market research and as per information collected, other competitiors are succeeding because of the following reasons:
1. Other competitiors are offereing delivery of pizza in a stipulated time of 30 minutes where Delta does not maintain any data for timing of home delivery.
2. Other companies are maintaining a database of the customers and using the data they are able to classify the market and offer products accordingly.
3. All these companies are marketing themselves on various social media platforms and also conduct activities to attract customers and also collect customer feedback through these networking sites. So if we wanted to compete better, Ms Tanya proposed that the company should focus on developing their service preposition, as the product offered by them is good enough. Competitiors are offereing better services in terms of time bound delivery, managing and analysing customer database to communicate with customers and offer them preferred services.
Competitors of Delta were delivering pizzas in guarenteed time and by this they were surpassing Delta, it shows they are able to produce ___________ and __________ for the customers.
Select one:
a.time, comfort
b.time, convenience
c.pizza, convenience
d.guarantee, convenience
Question 2. Every time, timely delivery of quality pizza will create:
Select one:
a.trust and reliablity in brand
b.more profit for company
c.more expenses for the company
d.more complex service systems
Question 3. Which of the following is not a benefit of CRM system?
Select one:
a.It can provide contact details of customers.
b.It can provide information about customer’s behaviour and prefences.
c.It can record customer feedback and complaints.
d.It can resolve customer complaints.
Question 4. Delta is offering a good quality pizza and are pioneer in the market but still they were not able to retain the market share, the main reason was:
Select one:
a.Delta was not focussing on quality of product.
b.Delta has not focussed on its service proposition.
c.Delta has not increased the prices of their products.
d.Delta has not invested in training of their employees.
Question 5. Which of the following quality attribute is not valid for the products like pizza?
Select one:
a.Convenience
b.Safety
c.Durability
d.Timeliness
15
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