SMU MBA FALL 2015-2016 QM 0020- Quality in Service Industries
QM 0020 QUALITY IN SERVICE INDUSTRIES
SMU MBA FALL 2015 IIIRD SEM ASSIGNMENT
DRIVE Fall 2015
PROGRAM Master of Business Administration- MBA
SEMESTER 3 SUBJECT CODE & NAME
QM 0020- Quality in Service Industries
SMU MBA FALL 2015 -2016
Dear Students,
SMU MBA FALL 2015-2016 Assignments are available. For Booking ,Kindly mail us on kvsude@gmail.com OR call us to +91 9995105420 or S M S your “ Email ID ” us in the following Format “ On +91 9995105420 we will reach back you with in 24H ”
Q1. Discuss the Capability Maturity Model Integration(CMMI). (Explanation of CMMI, CMMI constellations, CMMI maturity levels) 2, 4, 4
Answer: Capability Maturity Model Integration (CMMI): Refers to a process improvement training and certification programme. CMMI methodology rates the processes according to their maturity levels, which are defined as: initial, repeatable, defined, quantitatively managed and optimising. The model offers sound appraisal techniques to assess
Qus:2 Explain the five dimensions of Service Quality given by Parasuraman, Zeithaml and Berry, to evaluate the service gap.
- Definition of Service quality
- Explanation of five dimensions of Service quality
Answer:
Definition of Service quality:
According to Garvin, “quality can be defined from different perspectives: user–based, product-based,
Qus:3 How is Service quality related to customer satisfaction, loyalty, and Value?
Explanation.
Answer:
Service quality related to customer satisfaction, loyalty, and Value:
Service quality is one aspect that is directly related to customer satisfaction, loyalty, and customer
Qus:4 Explain the various reasons for Service failure and also the two types of service failure.
- Explanation of service failure and its two types
- Reasons for service failure
Answer:
Explanation of service failure and its two types:
A customer service failure incident happens when the service performance fails to meet an individual’s expectations. In other words, it can be defined as any customer service flaw that results in a
Qus:5 Give reasons why providing high-quality service depends on efficient co-ordination between different functional areas/departments of an organisation.
- Explanation of the role of different departments in managing service quality
- Steps in providing high-service quality
Answer:
Explanation of the role of different departments in managing service quality:
An organisation is made up of a number of departments, each of which has a different role to play in ensuring the smooth running of the organisation.Providing high-quality service requires efficient co-ordination between thesedifferent functional areas or departments in the organisation.The role of the various departments of anorganisation in managing service quality.
Qus:6 Explain the various services provided by retailers. Also explain the various approaches to service quality in retailing.
- Services Provided by retailers
- Approaches to service quality in retailing
Answer:
Services Provided by retailers:
These services can be in terms of helping the customers in selecting the products, lay-away services, after-sales services, installations, demonstrations and fair prices. Increase in the SMU MBA FALL 2015 -2016
Dear Students,
SMU MBA FALL 2015-2016 Assignments are available. For Booking ,Kindly mail us on kvsude@gmail.com OR call us to +91 9995105420 or S M S your “ Email ID ” us in the following Format “ On +91 9995105420 we will reach back you with in 24H ”
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