Service Operation Management
Program & Batch: | PGDM-2012-14 | Term: | V | Course Name: | Service Operations Management | Name of the faculty: | G.D.Sardana | Topic/ Title : | Compare the operational models to create service quality McDonalds, Dominos, Sub-Way | Original or Revised Write-up: | Original | Group Number: | 2 | Contact No. and email of Group Coordinator: | 7503139250 and praveen7488@gmail.com | Group Members: | Sl. | Roll No. | Name | | 1 | 12 FN - 058 | Himika Chaudhary | | 2 | 12FN-074 | Mayank Swarup | | 3 | 12HR-007 | Debaleena Biswas | | 4 | 12 HR-031 | Sweta Rani | | 5 | 12 IB -002 | Abhik Datta | | 6 | 12IB-031 | Parag Agarwal | | 7 | 12IB-038 | Ravi Kiran Achanta | | 8 | 12IB-048 | Sumeet Singh | | 9 | 12IB -052 | V S R Praveen | | 10 | 12 IB -055 | Varun Garg |
Contents Objective 3 Introduction 3 Parameters to measure service quality 4 1. COST 5 Division of Labour 5 Standardization 5 Flow Rate 6 Simplification (for productivity) 7 2. QUALITY 8 Conformance to specifications 8 Standardization 8 Robust Design 8 Technology 9 3. SPEED 9 Level of Automation and Customer Contact 9 Level of Pre – Preparation 10 Uniformity of process flow 10 4. DEPENDABILITY 10 5. FLEXIBILITY 11 Product Flexibility: Design 11 Volume Flexibility: Capacity 11 Delivery Flexibility: Technology 11 Mix Flexibility: Technology 12 Conclusion 13
Objective:
McDonalds, Dominos and Sub-Way operate on three different operational models to create service quality. Compare. Analyze. Which one is best suited, where?
Introduction
Services have become a very important part of our life today. They involve producing many intangible products and hence measuring its quality is not very easy. Quality and measuring service quality plays a very important role in not only in being competitive but also improving business performance. McDonalds, Dominos and Sub – Way are huge fast food chains and are known for
Contents Objective 3 Introduction 3 Parameters to measure service quality 4 1. COST 5 Division of Labour 5 Standardization 5 Flow Rate 6 Simplification (for productivity) 7 2. QUALITY 8 Conformance to specifications 8 Standardization 8 Robust Design 8 Technology 9 3. SPEED 9 Level of Automation and Customer Contact 9 Level of Pre – Preparation 10 Uniformity of process flow 10 4. DEPENDABILITY 10 5. FLEXIBILITY 11 Product Flexibility: Design 11 Volume Flexibility: Capacity 11 Delivery Flexibility: Technology 11 Mix Flexibility: Technology 12 Conclusion 13
Objective:
McDonalds, Dominos and Sub-Way operate on three different operational models to create service quality. Compare. Analyze. Which one is best suited, where?
Introduction
Services have become a very important part of our life today. They involve producing many intangible products and hence measuring its quality is not very easy. Quality and measuring service quality plays a very important role in not only in being competitive but also improving business performance. McDonalds, Dominos and Sub – Way are huge fast food chains and are known for