QM0020- Quality in Service Industries

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Assignment

DRIVE
SPRING 2015
PROGRAM
MBA (SEM 3)
SUBJECT CODE & NAME
QM 0020- Quality in Service Industries
BK ID
B1927
CREDIT & MARKS
4 CREDITS & 60 MARKS


Q.1 Discuss the Capability Maturity Model Integration (CMMI).

Answer: Capability Maturity Model Integration (CMMI) is a process improvement training and appraisal program and service administered and marketed by Carnegie Mellon University and required by many DoD and U.S. Government contracts, especially in software development. Carnegie Mellon University claims CMMI can be used to guide process improvement across a project, division, or an entire organization. CMMI defines the following maturity



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

Answer: The SERVQUAL service quality model was developed by a group of American authors, 'Parsu' Parasuraman, Valarie Zeithaml and Len Berry, in 1988. It highlights the main components of high quality service. The SERVQUAL authors originally identified ten elements of service quality, but in later work, these were collapsed into five factors - reliability,


Q.3 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.

Answer: Service quality is an approach to manage business processes in order to ensure full satisfaction of the customers & quality in service provided. It works as an antecedent of customer satisfaction (Ruyter and Bloemer, 1995) .If expectations are greater than performance, then perceived quality is less than satisfactory and hence customer dissatisfaction occurs (Parasuraman et al ., 1985; Lewis and Mitchell, 1990) SERVQUAL is a service quality framework, developed in the eighties by Zeithaml, Parasuraman & Berry, aiming at measuring the scale



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

Answer: Customer service, the interaction between the client and the supplier is an integral part of the purchasing and user experience, and as such, is the key to continued success in business.

Top 10 Reasons for poor customer service and their solution

1. People are not trained.  When an organization does



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

Answer: All managers must bear that there are two organisations they must deal with-one formal and the other informal. The formal organisation in usually delineated by an organisational chart and job descriptions. The official reporting relationships are clearly known to every manager. Alongside the formal organisation exists are informal



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

Answer: Services Performed By Retailers: Retailers provide important services to both the wholesalers and the consumers.

These can be explained as under:
(I) Services To Wholesalers:
·         They supply invaluable information with regard to tastes, preferences, fashions and demands of the customers to the wholesalers who in turn

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