June 2020 assignment NMIMS What are the challenges faced b

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Service Operations Management

1. What are the factors which are considered important by an organization while evaluating Quality in Service Operations? Elaborate your answer with an example of an Educational Institute (10 Marks)

2. Discuss the concept of Front Office & Back Office in Service Operations. Explain which services are categorized in these two types w.r.t. a Restaurant setup (10 Marks)

3. The Healthcare setup is a good example wherein the businesses involve service operations with utmost customer satisfaction. The sold products are evaluated by the customers and rated highly based on the service that the seller provides. With reference to the Healthcare setup discuss the following aspects of service operations

a. Discuss the elements that need to be planned in a Service Framework. (5 Marks)

b. What are the challenges faced by the Service Managers who manage these service operations? (5 Marks)

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