SMU MBA SEM 3 – QM 0020- Quality in Service Industries WINTER 2015-16

SMU MBA WINTER 2015 -2016

Dear Students,

SMU MBA WINTER 2015-2016 Assignments are available. For Booking ,Kindly mail us on kvsude@gmail.com OR call us to +91 9995105420  or S M S your “ Email ID ” us in the following Format  “  On +91 9995105420 we will reach back you with in 24H ”

 

DRIVE Winter 2015

PROGRAM Master of Business Administration- MBA

SEMESTER 3 SUBJECT CODE & NAME

QM 0020- Quality in Service Industries

 

Q1. Discuss the Capability Maturity Model Integration(CMMI). (Explanation of CMMI, CMMI constellations, CMMI maturity levels) 2, 4, 4

Answer: Capability Maturity Model Integration (CMMI): Refers to a process improvement training and certification programme. CMMI methodology rates the processes according to their maturity levels, which are defined as: initial, repeatable, defined, quantitatively managed and optimising. The model offers sound appraisal techniques to

 

 

Qus:2 Explain the five dimensions of Service Quality given by Parasuraman, Zeithaml and Berry, to evaluate the service gap.

  • Definition of Service quality
  • Explanation of five dimensions of Service quality

 

Answer:

Definition of Service quality:

According to Garvin, “quality can be defined from different perspectives: user–based, product-based, manufacturing-based, value-based and transcendent view.”

Quality services have a significant impact on business performance, customer satisfaction and profitability. For example, a

 

 

Qus3. SERVQUAL is a diagnostic tool that uncovers a firm’s broad weaknesses and strengths in the area of service quality. It is very useful in measuring quality in service sectors. Discuss the SERVQUAL concept in detail.

 

  • Definition of SERVQUAL

 

  • Explanation of SERVQUAL concept

 

Answer:

 

Definition of SERVQUAL:

“Marketing the provision of high-quality products by an organisation backed by a high level of service for consumers

 

 

 

Qus:4 Explain the various reasons for Service failure and also the two types of service failure.

  • Explanation of service failure and its two types
  • Reasons for service failure

 

Answer:

 

Explanation of service failure and its two types:

 

A customer service failure incident happens when the service performance fails to meet an individual’s expectations.

 

 

Qus:5 Give reasons why providing high-quality service depends on efficient co-ordination between different functional areas/departments of an organisation.

  • Explanation of the role of different departments in managing service quality
  • Steps in providing high-service quality

Answer:

Explanation of the role of different departments in managing service quality:

An organisation is made up of a number of departments, each of which has a different role to play in ensuring the smooth running of the organisation.Providing high-quality service requires efficient co-ordination

 

 

Qus:6 Explain the various services provided by retailers. Also explain the various approaches to service quality in retailing.

  • Services Provided by retailers
  • Approaches to service quality in retailing

 

Answer:

 

Services Provided by retailers:

 

These services can be in terms of helping the customers in selecting the products, lay-away services, after-sales services, installations, demonstrations and fair prices. Increase in the living standards of consumers and stiff competition mean that retailers have to provide quality services to their

 

 

SMU MBA WINTER 2015 -2016

Dear Students,

SMU MBA WINTER 2015-2016 Assignments are available. For Booking ,Kindly mail us on kvsude@gmail.com OR call us to +91 9995105420  or S M S your “ Email ID ” us in the following Format  “  On +91 9995105420 we will reach back you with in 24H ”