Service Operations

Management
Question Bank
1.Explain the 4 important characterstics of
services.
2.Explain the classification framework of service
sector based on Customer Contact Model.
3. Explain the classification framework of service
sector based Service Process matrix by Schmenner.
4.Explain in detail the factor rating method for site
selection with suitable example.
5.Explain in detail the regression method for site
selection with suitable example.
6.Explain in detail the GIS method for site selection
with suitable example.
7.Expalin the site selection process for delivered
services.
8. Expalin the site selection process for Quasi
Manufacturing Services.
9.Expalin the importance of inventory management
in services.

10.Compare Services and manufacturing inventory

mgmt on the basis of
a.setup and ordering cost b. number of products
c.lost sales d.demand variance e.information
accuracy.
11.Expalin the newsvendor model for determining
optimum order quantity for uncertain sales.
12.Explain how product substitution will help the
seller to manage inventory in case of stock outs.
13.Expalin concept of phantom stock outs and
markdown money.
14.Explain the concept of inventory shrinkage.
15.What is outsourcing ,explainthe risks involved in
outsourcing
16.What is offshoring? What are the factors leading
to offshoring?
17.Explain any 3 cost and non cost issues in
offshoring.
18.Describe the scm management tactics in
capacity strategies.
19.State overbooking as an element of yield
management

20.What are the implementation issues in yield

management?
21.Describe the capacity allocation approach
a.Static method b.Dynamic method