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DRIVE
Fall 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 assess
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,
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
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
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
Get fully solved assignment. Buy online from website
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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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