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Service Operations Management
Jun 2025 Examination
Q1. Service Sector organisations (for instance: BPO/ Education/ Hospitality) have direct interaction with the customers wherein they face some typical challenges like understanding their individual needs from the services which are intangible in nature. The service providers thus face a lot of similar challenges. Analyze these challenges faced by service operations managers in the service sector as compared to the manufacturing sector. (10 Marks)
Q2. Analyze the challenges faced by service operations managers in the IT sector, especially in the Post-Covid scenario where work from home has become a new norm; and propose solutions to these challenges. (10 Marks)
Q3 (A). The Education sector has seen exponential growth in recent years with multiple Social media platforms contributing to access to huge amount of educational content sitting in the confines of one’s home.
Evaluate the impact of technology on service operations management in the education sector, highlighting methods and tools available to the various stakeholders in the sector. Cite real scenario examples as suitable (5 Marks)
Q3 (B). Analyze the importance of service operations management in ensuring quality service delivery in the education sector; suggesting different ways to implement quality educational practices citing some real examples of quality educational practices that you have come across in recent times (5 Marks)
Dear Students,
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