Assessment Plan: MBA Semester IV (2021-2023)

Subject Name: Services Operation Management (Elective) Course Code: SE5T401MK

Faculty Name: Prof S. Bhāle

Course Outcomes: After completion of this course the students will be able to-

CO.SE5T401MK.1: (Apply) Identify the service operations functions of given service organization.
CO.SE5T401MK.2: (Analyze) Examine service operational aspects of a given service organization.
CO.SE5T401MK.3: (Evaluate) Appraise strategic practices of a given service organization.
CO.SE5T401MK.4: (Create) Discuss service operations strategy for a given business scenario.

Assessment: Total = 50 Marks

TEA-1: Written Exam: 25 Marks

TEA-2: Individual Assignment: 25 Marks (Soft & Hard copy – word format)

Q. Select a Company (it could be an Indian/Foreign MNC), elaborate how the Company has grown up in its business distinctively
through its Operational Excellence. Analyze how the company has designed and executed Service Operations Strategy (considering
certain critical aspects of field service operations & customer relationship management).
Rubrics-
Parameters 0 1 2 3 4 5
Explained
Written and Explained and
about basic Written and
Service Mentioned analyzed Analyzed
only general elements
analyzed
Characteristic, Service well
aspects of relevant of
No Service
& Functional Operations Operations
relevan Service Operations
aspects of Service Characteristic Characteristic
ce Operations Characteristics,
Service Operations and functions s, Functions
Characteristi Functions
Operations of Service
cs in detail
Explained Explained
Service Mentioned
elements elements of Explained all
operation No only basics
relevant of Service Explained with the elements
strategy & relevan of service
Service operation good rationale in excellent
Customer ce operation
operation strategy in manner
Connection strategy
strategy detail
Designing
Process,
Layout,
Service Mentioned Explained Explained all
No Highlighted Explained
Delivery basic pertinence by the elements
relevan the critical critical
System (along aspects in establishing in excellent
ce aspects practically
with effective relevance good rationale manner
Use of
Technology)
Integrating Mentioned Explained all
No Highlighted Explained by
Field Services basic Explained the elements
relevan the critical establishing
Effectively aspects in practically in excellent
ce aspects good rationale
relevance manner
Managing Mentioned Explained all
No Highlighted Explained by
Customer basic Explained the elements
relevan the critical establishing
Relationship aspects in practically in excellent
ce aspects good rationale
Management relevance manner