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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:2011

QUESTION ONE – (30 MARKS)
(a) Using examples describe the following concepts in relation to management of customer service: (i) Customer service (4 Marks) (ii) After sales service (4 Marks) (iii) Bar coding (4 Marks) (iv) Customer oriented culture (4 Marks) (b) Your organization is seeking ISO certification for the general purpose of achieving a strategic fit and growth of the organization. One of the requirements is that there must be a customer service charter in place. As the head of customer service, come up with the charter. (14 Marks)
QUESTION TWO – (20 MARKS)
(a) In the Kenyan context, customer service is becoming vulnerable as per the massive public and customer outcry even through the press. Discuss the various measures customer service management leaders should take to make them responsive and sustainable. (10 Marks)
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(b) Explain why customer service should be integrated with other components of the marketing mix when management develops the firm’s marketing strategy. (10 Marks)
QUESTION THREE – (20 MARKS)
(a) “Maintaining good customer service in a business is the spring board towards realization of a strategic fit in any modern firm.” Discuss. (10 Marks) (b) An effective customer service strategy must be based on an understanding of how customers define service. Elaborated the importance of customer service audit when establishing a company’ customer service strategy. (10 Marks)
QUESTION FOUR – (20 MARKS)
(a) Demonstrate how management should go about improving customer service performance. (10 Marks) (b) Discuss various unethical practices in management of customer service and various ways of upholding ethics in the profession. (10 Marks)
QUESTION FIVE – (20 MARKS)
(a) With the use of examples, explain the importance of the pre-transaction, transaction and post-transaction elements of customer service. (12 Marks)

Hps2209:Operations Management Question Paper

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