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DRIVE
Summer 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
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
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.”
Service quality plays
an important role in achieving a high level of customer satisfaction. Therefore
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 results in a displeased customer. The failure of any service
impacts customer expectations and their
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
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 consumers.
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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