Reg. No.

MANIPAL ACADEMY OF HIGHER EDUCATION

WILP - MBA (BANKING & FINANCE) – VII & VIII TERM
EXAMINATION – JULY 2020
SUBJECT: WMB 604 – SERVICES OPERATIONS & QUALITY MANAGEMENT (DTQ)
Sunday, July 12, 2020
Time: 11:30 – 13:30 Hrs. Max. Marks: 50
 Answer ALL the following questions:

1a. Discuss how the most popular TQM tool named JIT (Just in Time), became boon or bane to
the organizations adopted in this current situation of COVID19 pandemic.
1b. Explain the benefits of customer feedback.
1c. Explain any three challenges in adopting new technologies
1d. Explain the importance of CRM in banks?
1e. What is a control chart? Explain.
(5 x 3 = 15 Marks)
2. “Lean” processes are being adopted globally by organizations suffering from some level of
inefficiency that’s negatively affecting their bottom line. Post-recession, as the financial
industry continues to resolve its credit and capital problems, many banks are now shifting
their focus to improving operational efficiency.
A recently published report says, at least 40% of costs [for financial services] are a result of
WASTEFUL ACTIVITIES that provide no added value to your customer. Therefore, the
implementation of lean is not an option anymore.
2a. What is lean? What are the key principles of lean?
2b. Discuss how 5s can be implemented at your bank branch.
(4+6=10 Marks)
3. The banking industry is a commoditised space. With everyone offering nearly the same
products and services without much room to compete on price, the experience customers
have with their banks is what gives one bank a competitive advantage over another. Satisfied
internal customers(employees) can only satisfy your external customers.
3a. Explain five SERVQUAL dimensions with the help of examples at your workplace.
3b. How do think these SERVQUAL dimensions helps in satisfying your internal and external
customers?
(4+6=10 Marks)
4. Dr. William Edwards Deming (1900-1993) was one of the pillars of the quality revolution
after World War 2. He’s the first American quality guru who brought the message of Quality
to Japan in the early 1950s. He went to Japan to mentor industry leaders the quality
management philosophies and use of statistical process control methods. He was regarded as
the chief architect of their industrial success and an instrument to uplifting the state of post-
war Japan.
According to Deming, 94% of quality issues are caused by management problems.
4a. Explain 7 deadly sins in quality management?
4b. Explain the impact of any four deadly sins been in practice at your workplace?
(7+8=15 Marks)
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