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DRIVE
Winter 2014
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
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.”
Qus:3 How is Service quality related to customer
satisfaction, loyalty, and Value?
Explanation.
Answer:
Service quality related to customer
satisfaction, loyalty, and Value:
Service quality
is one aspect that is directly related to customer satisfaction, loyalty, and
customer value. A high quality service can increase the chances of customer
satisfaction, which in turn can bring loyalty and value to the organisation.
When relating service quality with customer satisfaction, note that customer
satisfaction depends upon the difference between
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. In other words, it can be defined as any customer
service flaw that
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 between thesedifferent
functional areas or departments in the organisation.The role of the various
departments of anorganisation in managing service quality.
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
Get fully solved assignment. Buy online from website
online store
or
plz drop a mail with your sub code
we will revert you within 2-3 hour or immediate
Charges rs
125/subject and rs 700/semester only.
if urgent then call us
on 08791490301,
08273413412
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