QM 0020- Quality in Service Industries

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Assignment

DRIVE	FALL 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 levels for processes: Initial, Managed, Defined, Quantitatively Managed, Optimizing.

CMMI Overview: CMMI currently addresses three areas

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, assurance, tangibles, empathy and responsiveness - that create the acronym RATER.

In additional to being a measurement model, SERVQUAL is also a management model. The SERVQUAL authors identified five Gaps that may cause customers to experience poor service quality.

Q3. How is Service quality related to customer satisfaction, loyalty, and Value?

Answer: Customer Satisfaction means that a customer or the user of service is well contended with the  performance of the organization (Honson and Fornell1991). It can also be stated as the overall evaluation of a customer whether positive or negative for the services (Woodruff 1997).Impact of satisfaction on quality service and customer value is researched in broad terms. Many findings show that if satisfaction is there, than customers are more loyal to the organization.

Customer satisfaction is also one of the most important issue concerning business organizations and firms. Customer satisfaction measurement may be considered as one of the most reliable feedback which provides clients preferences and

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 not spend

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 organisation which is a set of evolving relationships and patterns of human interaction within an organisation that are not officially prescribed.

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:

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