Service operations management

Service operation Management of a fast food restaurant questionnaire is about questions on demographic profile, service operation management, design of the restaurant, process of the restaurant, service quality, service recovery and customer satisfaction.

Core processes in a fast food restaurant assignment is about introduction, literature review, services processes, restaurant service process flow, service design, service quality, service failure, service recovery, service guarantee, research methodology, result and discussion, conclusion and recommendations.

Measurement of performance & improving performance presentation is about performance measures, performance standards, four levels of service performance, quality improvement, information technology, benchmarking, types of benchmarking, benchmarking goals, benefits of benchmarking, commonly benchmarked performance measures, the seven steps benchmarking process, the Xerox 12-steps benchmarking process, scopes for a benchmarking study, prerequisites to benchmarking, obstacles to successful benchmar...

Location and Facility Layout Presentation is about factors affecting location of premises, location and business policy, the location decision, how location affects the strategic dimensions, flexibility of a location, competitive positioning, demand management, focus, global location factors, regional location factors, site location factors, factor that affect location decisions, labour productivity, costs, proximity to markets, competitive clustering, saturation marketing, proximity to supplier...

Service Quality Presentation is about definition of service quality, service concept, service products, dimensions of SQ, Nordic school of thoughts, Gronroos model, Lehtinen and Lehtinen (1982), Rust and Oliver model, North American School of Thoughts, customer assessment of service quality, servqual model, the servqual dimensions, service expectations, the gap model, identifying quality shortfalls, diagnosis for gap 1, diagnosis for gap 2, diagnosis for gap 3, diagnosis for gap 4, gap 5, addres...

Quality Management Presentation is about definition of quality, quality and competitive advantage, customer-driven definitions of quality, consumer's perspective, dimensions of quality, service, producer's perspective, a final perspective, quality gurus, deming's 14 points, deming wheel, TQM, quality improvement and role of employees, quality circle, TQM philosophy, TQM view of quality, TQM demands, critical success factors of TQM, strategic implications of TQM, TQM in service companies, some...

Business Policy and Operations Strategy Presentation is about business services, the role of operations strategy, business strategy, to develop a business strategy, vision and mission, mission statements, three inputs to a business strategy, definition of business strategy, definition of business policy, determinants of business policy, customer, marketing mix, policy inlfuencers external to the organisation, competition, economy, political, legal and social factors, operations strategy, four st...

Introduction to Service Operations Management Presentation is about definition of service operations management, service definitions, service characteristics, implications of intangibility, implications of heterogeneity, implications of simultaneous production and consumption, implications of perishability, service organisation, examples of service industries, challenges for services, basic functions of business organisations, operations-transformation process, food processor, hospital, hotel, ...