QUESTION 1

(a) Critically discuss how a service-based organisation can use the "gap" model of service quality to manage its customer satisfaction during service delivery.
Illustrate your answer using relevant examples from an organization of your choice to explain how these gaps are developed and how operations managers may close the gaps created.

(b) "Decisions on service location involve a trade-off between the needs of the producer and those of the consumer". Discuss the main factors which must be considered when making service-location decisions

QUESTION 2

(a) Critically discuss the main capacity management problems that a restaurant operation would face in the short to medium term and how these problems could be resolved in a cost efficient manner?

(b) A customer waiting in line is potentially a lost customer. Choose a service organisation of your choice, suggest and explain the strategies that operations managers could use to improve the waiting experience

QUESTION 3

(a) From the perspective of the transformation process, explain the major differences that exist between the service industries and manufacturing industries

(b) Describe the needs that operational managers are attempting to satisfy by the introduction of Total Quality Management

QUESTION 4

(a) Discuss the extent to which the principles of job design could contribute to the effective performance of an operating system

(b) Using a service organisation of your choice, discuss the following layouts illustrating your answer with suitable examples-

(i) Process layout

(ii) Product layout

(iii) Fixed-position layout