Ask Question, Ask an Expert

+1-415-315-9853

info@mywordsolution.com

Ask Computer Engineering Expert

Attempt all the problems.

Section-A

problem1) How do such concepts as TQM, ISO 9000, Malcolm-Baldrige Approach, and Six Sigma relate to managing and improving productivity and service quality?

problem2) describe the application of information technology in service operations

problem3) What do you mean by service operations? Describe with suitable exs.

problem4)(a) What are the key drivers for increasing globalization of services?

(b) How does the nature of the service affect the opportunities for globalization?

Section-B

Case Study: Pay Only if Delivered

Sunny and his wife Rekha both had degrees in hotel management, with specialization in catering and hospitality, respectively.  Both were working at Host, a restaurant located in a busy business area.  The area had the stock exchange and offices of many companies in India including reputed business houses, business and financial consultants, and multinationals.  The area was known as the financial district of the city.

Sunny and Rekha were keen on starting an enterprise of their own and were looking for the right business opportunity.  At Host, Sunny was working in the restaurant and Rekha was supervising the dining area and was handling customer relations, billing and the cash register.  So, between the two of them, they had the required experience in almost all the functions to run a food business.

Rekha had observed that most of the guests coming for lunch to the Host were investors, stock brokers and bankers, and their business operations were concentrated at the stock exchange.  Since the lunch break was only for half an hour, they could not afford to be out of their business premises for a long time.  Sunny and Rekha once visited the stock exchange to study the workplace of their guests and realized how hard pressed they were for time. They were convinced that if they could offer these customers an appealing lunch at their workplace, they would certainly develop a good clientele.  The customers would be able to relish their lunch, as they would get more time for eating.
They started talking to a select list of potential customers about the service they were planning to introduce.  They found that their concept was liked by most of them.  A demand for onsite food service was established.  Sunny and Rekha worked on the economies of this service and came to the conclusion that they could build a very profitable business.  So, they decided to quit their jobs and start the on site food delivery service.

The focus of the service was ‘quality food delivered on time’. The operational strategy was very simple, but focused. They practiced the following service procedure:

The customers would order their food by 10 a.m. and indicate the time when they wanted the delivery.

The delivery time was fixed at 11 a.m.  So, all food had to be filled, packed, labeled and sorted out by 11 a.m.

The delivery boys had to report at 11 a.m. to pick up their packs.  The delivery boys were selected on the basis of their location in the customer area, their knowledge of the topography, and distribution skills.

The client base of 70 people, located at seven different places, was served by seven delivery boys, with each handling 10 customers whose offices were located either in the same building or in the immediate vicinity.  The distribution strategy and mode was designed on the basis of client dispersion in the segment.

Their work-study had indicated that each delivery boy would deliver the food and return the empty cases within one and half hours form the start of service.  The kitchen was located five kilometers away form the business offices.

In the same area, there were four other organizations that more providing a similar food delivery service and Sunny and Rekha had to compete with them.  Being a new entrant, they had to have a clear-cut strategy to gain a competitive edge.  They decided to adopt a pro-active strategy.  They started providing a service guarantee, stating, ‘Not delivered as promised – don’t pay for it.’ Their main focus was speed of services (SOS) and delivery on time.

As a result of the service guarantee and its fulfillment, their service acquired the reputation of accessibility, reliability and responsiveness.  More and more customers were willing to enroll themselves as regular members for this service.  The other suppliers in the same area were not willing to match the service and the guarantee.  Their customers started leaving them.  This helped Sunny and Rekha to consolidate their business.
The increased flow of customers was inducing Sunny and Rekha to expand the business.  The collective experience of both also convinced them to go ahead for expansion and enter to the larger segment they had identified and they were confident of further success.

Case problems:

problem5)a) Identify  the  core  and  supplementary  services in the above case.  Elaborate on their importance.

b) “Identification of customer need is the key  for success in services sector” Justify this statement in light of the case.

c) What could be the possible drawback of using service strategy such as “Not delivered as promised, don’t pay for it”?

Computer Engineering, Engineering

  • Category:- Computer Engineering
  • Reference No.:- M93692

Have any Question? 


Related Questions in Computer Engineering

Given that all ascii codes are less than 128 design an

Given that all ascii codes are less than 128, design an algorithm that reads a given set of data and decides whether or not it may contain decimal data.

Describe two types of variables or methods that can be used

Describe two types of variables or methods that can be used to exchange data between web pages and give example code of both types.

Shopping cartfor this solution you create the core features

Shopping Cart For this solution, you create the core features of a shopping cart. The solution should work as follows: The user needs to buy some teabags for his mobile café. He goes to a popular online shop. He clicks t ...

1 a client uses udp to send data to a server the data

1. A client uses UDP to send data to a server. The data length is 16 bytes. Calculate the efficiency of this transmission at the UDP level (ratio of useful bytes to total bytes). 2. The following is a dump (contents) of ...

Implement the fibonacci algorithm as a function that

Implement the Fibonacci algorithm as a function that accepts as input two consecutive Fibonacci numbers and returns as output the next Fibonacci number.

What is incomplete implementation is it possible to deal

What is incomplete implementation? Is it possible to deal with incomplete implementation as a way of dealing with system vulnerabilities? In other words, is it possible to completely deal with incomplete implementation? ...

A variation on the basic binary algorithm involves not

A variation on the basic binary algorithm involves not centering the algorithm around the lower and upper limits. Instead, two alternate parameters are maintained, one that points to the middle of the array segment still ...

Design and implement an algorithm that will convert a

Design and implement an algorithm that will convert a general multiway tree (each node may have more than two successors) to the corresponding ordered binary tree.

1 what is the maximum number of nodes possible in a binary

1. What is the maximum number of nodes possible in a binary tree with 5 levels? 2. Given the following binary trees: (a) Indicate all of the structure properties that apply to each tree: full, perfect, complete. (b) Dete ...

The work of an it department is never finished the wvcc

The work of an IT department is never finished. The WVCC network administrators and student assistants have many plans for the next network upgrade. Their main concern at this point is availability. Although the hierarch ...

  • 4,153,160 Questions Asked
  • 13,132 Experts
  • 2,558,936 Questions Answered

Ask Experts for help!!

Looking for Assignment Help?

Start excelling in your Courses, Get help with Assignment

Write us your full requirement for evaluation and you will receive response within 20 minutes turnaround time.

Ask Now Help with Problems, Get a Best Answer

Section onea in an atwood machine suppose two objects of

SECTION ONE (a) In an Atwood Machine, suppose two objects of unequal mass are hung vertically over a frictionless

Part 1you work in hr for a company that operates a factory

Part 1: You work in HR for a company that operates a factory manufacturing fiberglass. There are several hundred empl

Details on advanced accounting paperthis paper is intended

DETAILS ON ADVANCED ACCOUNTING PAPER This paper is intended for students to apply the theoretical knowledge around ac

Create a provider database and related reports and queries

Create a provider database and related reports and queries to capture contact information for potential PC component pro

Describe what you learned about the impact of economic

Describe what you learned about the impact of economic, social, and demographic trends affecting the US labor environmen