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Hps2209:Operations Management Question Paper

Hps2209:Operations Management

Course:Bachelor Of Supplies Management

Institution: Meru University Of Science And Technology question papers

Exam Year:2013

QUESTION ONE – (30 MARKS)
The world all over is changing and customers are embracing these changes and hence organizations must invest research and development so as to match customer needs with their expectations. It is suicidal for organizations to assume this dynamism more so in customer service management.
Required:
(a) Explain how organizations can use customer service management to promote customer commitment. (5 Marks) (b) Discuss the role of research and development in customer service management. (5 Marks) (c) Explain the importance of customer care and service. (10 Marks) (d) Describe methods through which organizations can achieve customer orientation and retention. (10 Marks)
QUESTION TWO – (20 MARKS)
Owner/ Managers are often more concerned with making money than making improvements. They consider training necessary. Staff can be more concerned with earning their pay than how the company performs.
(a) Propose how you would deal with such a situation (10 Marks) (b) Explain the importance of training on customer service. (10 Marks)
2
QUESTION THREE – (20 MARKS)
(a) You are asked to push a particular viewpoint with a client. The request makes perfect business sense but you happen not believe in the particular notion you are to advocate. How do you deal with the situation? (10 Marks) (b) Discuss the process of dealing with difficult situation in purchasing and supplies. (10 Marks)
QUESTION FOUR – (20 MARKS)
(a) Effective and excellent customer care is rarely a product of miracles or luck. It has to be a deliberate and not emergent process by being deliverables. Discuss. (10 Marks) (b) Discuss the principles of customer care from a purchasing and supplies contest. (10 Marks)
QUESTION FIVE – (20 MARKS)
A customer service charter is defined as published statement containing a list of customer entitlements; details regarding a licensee’s services and information relevant to the relationship between the customer and the licensee. Using an organization involvement in supply chain

Hps2209:Operations Management Question Paper

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