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Service Operations Management
June 2021 Examination
- Discuss the Role of Service Engineers in ‘Engineering’ Service Operations. Explain the three techniques used to evaluate service operations with reference to a Banking/ Financial Service setup (10 Marks)
Answer 1.
Introduction:
The service engineer job description is to serve the various machinery used in large industries. They are also known as field service engineers or even maintenance engineers. They analyze and service equipment machinery that is worn out.
They were servicing consists of fully dismantling the machine and looking for damage in all the parts. They also check the
- Discuss the concept of Front Office & Back Office in Service Operations. Explain which services are categorized in these two types w.r.t. a Healthcare (Hospital) setup
Answer 2.
Introduction:
The back office is comprised of the areas that don’t directly generate revenue for the business but provide vital support and administration. The front office depends on the help of the back office to function effectively.
The office section, which takes on the responsibility of interacting with the company’s clients, be it existing or new is known as a Front office. This section also handles the tasks of sales and
Q3a. Discuss the elements that are planned in a Service Framework. (5 Marks)
Answer 3a.
Introduction:
The framework has three fundamental areas: technical, management, and innovative strategies.
Concept and application:
Technical Tools
This area contains three elements:
- Safety program
- Risk management and preoperational planning
- Resource management
Safety Program: This first element of the safety excellence framework involves creating an effective safety program with all the necessary aspects required to achieve safe work. The program should have sound engineering practices, state-of-the-art education, training, oversight, audits,
Q 3b. To ensure that all processes will run effectively and error free, how can educational institutes adopt the concept of Service (Blueprinting) in their operations.
Answer 3b.
Introduction:
Providing quality service to the customer has been recognized as an essential competitive strategy for business growth in today’s uncertain global market environment. Since service quality and customer satisfaction are imperative factors for competitiveness, business firms need a comprehensive approach to accomplish them.
In the digital era, service quality concepts have been changed to include “value creation,” “quality innovation,” and “the service-dominant logic” that should be reflected in the business
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