NMIMS Global Access

School for Continuing Education (NGA-SCE)

Course: Service Operations Management
Internal Assignment Applicable for December 2022 Examination

Assignment Marks: 30

Instructions:

 All Questions carry equal marks.

 All Questions are compulsory
 All answers to be explained in not more than 1000 words for question 1 and 2 and for
question 3 in not more than 500 words for each subsection. Use relevant examples,
illustrations as far as possible.
 All answers to be written individually. Discussion and group work is not advisable.
 Students are free to refer to any books/reference material/website/internet for
attempting their assignments, but are not allowed to copy the matter as it is from the
source of reference.

 Students should write the assignment in their own words. Copying of assignments from
other students is not allowed.

 Students should follow the following parameter for answering the assignment questions.

For Theoretical Answer For Numerical Answer

Assessment Parameter Weightage Assessment Parameter Weightage
Introduction 20% Understanding and usage 20%
Concepts and Application 60% of the formula
related to the question Procedure / Steps 60%
Conclusion 20% Correct Answer & 20%
Interpretation

1. Define and briefly explain the term ‘Service Design’. What are the various approaches
that organizations adopt to implement ‘Service Design’? Explain with examples for the
approaches for a restaurant setup (choose any one reference setup of your own choice)
(10 Marks)
 NMIMS Global Access
School for Continuing Education (NGA-SCE)
Course: Service Operations Management
Internal Assignment Applicable for December 2022 Examination

2. What are the factors/dimensions which are considered important by an organisation

while evaluating Quality in Service Operations? Elaborate your answer with an
example from the Education Sector. (10 Marks)

3. The Healthcare sector is one the most prominent in the service sector. Many processes
are involved in this sector by various organisation. Hence it becomes critical for
Healthcare Institutes to plan their processes in different ways to provide the best
possible services to their customers. Highlight the attempts of these organisations from
the following aspects as given below.

a. Discuss the elements that need to be planned in a Service Framework of a Healthcare

setup. (5 Marks)

b. To ensure that all processes will run effectively and error free, how can healthcare
services adopt the concept of Service Design (Blueprinting) for their service operations.
(5 Marks)

**********