CONFIDENTIAL

AM/NOV2014/ADM570

UNIVERSITI TEKNOLOGI MARA

TEST 1
COURSE

: SERVICES MANAGEMENT

COURSE CODE

: ADM570

EXAMINATION

: NOVEMBER 2014

TIME

: 1 HOUR AND 30 MINUTES

NAME
STUDENT ID
GROUP
LECTURER
INSTRUCTIONS TO CANDIDATES
Question No.

Marks

1.

2.

3.

TOTAL

/ 25

PERCENTAGE

/ 10

Answer ONE (1) question only. Answer to each

question must be written in the Answer Booklet.
Start each answer on a new page.
Do not bring any material into the examination
room unless permission is given by the
invigilator.
Please check to make sure that this examination
pack consists of:
i. the question paper
ii. an Answer Sheet provided by the faculty.

AAA
DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO
This question paper consist of 2 printed pages
Hak Cipta Universiti Teknologi MARA

CONFIDENTIAL

CONFIDENTIAL

AM/NOV2014/ADM570

QUESTION 1
Elaborate FOUR (4) characteristics of service

(25 marks)

QUESTION 2
a) Explain the trinity approach to service management

(15 marks)

b) Identify TWO (2) roles of services sector

(10 marks)

QUESTION 3
Identify FIVE (5) components of a typical service blueprint

(25 marks)

END OF QUESTION PAPER

Hak Cipta Universiti Teknologi MARA

CONFIDENTIAL