FULLY SOLVED BOOK LASY 5 YEARS PAPERS SOLVED PLUS GUESS

UNIT I INTRODUCTION 9
Services – Importance, role in economy, service sector – growth; Nature of services -Service
classification , Service Package, distinctive characteristics , open-systems view; Service Strategy –
Strategic service vision, competitive environment, generic strategies, winning customers; Role of
information technology; stages in service firm competitiveness; Internet strategies - Environmental
strategies.
60
UNIT II SERVICE DESIGN 9
New Service Development – Design elements – Service Blue-printing - process structure – generic
approaches –Value to customer; Retail design strategies – store size – Network configuration ;
Managing Service Experience –experience economy, key dimensions ; Vehicle Routing and Scheduling
UNIT III SERVICE QUALITY 9
Service Quality- Dimensions, Service Quality Gap Model; Measuring Service Quality –SERVQUAL -
Walk-through Audit; Quality service by design - Service Recovery - Service Guarantees; Service
Encounter – triad, creating service orientation, service profit chain; Front-office Back-office Interface –
service decoupling.
UNIT IV SERVICE FACILITY 9
Services capes – behaviour - environmental dimensions – framework; Facility design – nature,
objectives, process analysis – process flow diagram, process steps, simulation; Service facility layout;
Service Facility Location – considerations, facility location techniques – metropolitan metric, Euclidean,
centre of gravity, retail outlet location , location set covering problem
UNIT V MANAGING CAPACITY AND DEMAND 9
Managing Demand – strategies; Managing capacity – basic strategies, supply management tactics,
operations planning and control; Yield management; Inventory Management in Services– Retail
Discounting Model, Newsvendor Model; Managing Waiting Lines –Queuing systems, psychology of
waiting; Managing for growth- expansion strategies, franchising , globalization