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    Aakash Mishra
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    The document provides instructions for a Management of Services (MoS) assignment. Students must select a service organization, map one of its service delivery processes using a blueprint, identify any loopholes impacting quality, and propose changes. They must also discuss if the organization defines quality by customer or management standards. The completed assignment is due by February 7th via email and is worth 15 marks of internal assessment for all MoS students.

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    The document provides instructions for a Management of Services (MoS) assignment. Students must select a service organization, map one of its service delivery processes using a blueprint, identify any loopholes impacting quality, and propose changes. They must also discuss if the organization defines quality by customer or management standards. The completed assignment is due by February 7th via email and is worth 15 marks of internal assessment for all MoS students.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
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    15 views1 page

    Mos Assignment

    Uploaded by

    Aakash Mishra
    The document provides instructions for a Management of Services (MoS) assignment. Students must select a service organization, map one of its service delivery processes using a blueprint, identify any loopholes impacting quality, and propose changes. They must also discuss if the organization defines quality by customer or management standards. The completed assignment is due by February 7th via email and is worth 15 marks of internal assessment for all MoS students.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    MoS assignment

    Select a service organization that you can visit and understand. Select a service delivery process of this
    organization. Draw a blueprint for this service delivery process, clearly delineating various interactions,
    employee and customer roles, and processes involved (as they exist now). The blueprint can be drawn
    for the entire service delivery process or for a part of it.

    Also answer the following questions:

    1. Explain the existing loopholes in the service delivery process that may be impacting service quality.
    How can the organization remove these loopholes (change the service blueprint to necessitate the
    changes)?

    2. Is service quality defined by customer driven standards or arbitrary understanding by the


    management?

    Please mail me the completed assignment latest by 7th February, 2011 by 2 p.m.
    (n.meenakshi.n@gmail.com) There will be extensions for this deadline. If the assignment is not received
    in the stipulated time, you will be marked zero. The assignment carries 15 marks in the internal
    assessment. This assignment is common for everyone in the batch who has opted for MoS irrespective of
    whether he is working or not. 
     
    Regards,
    Meenakshi

    Regards,
    Meenakshi

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