OPR1010 Operations Management (Winter 2010) In-class Assignment 2: Forecasting Directions: ( We will check the answers during the supplemental session on Feb. 18. (Participation points will be considered for volunteers. (This is not a take-home assignment. You do not have to turn in the answers. (Use MS-Excel for Questions 1 through 4. Q-1. The Polish General’s Pizza Parlor is a small restaurant catering to patrons with a taste for European Pizza. One of its specialties is Polish Prize
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MK2 SERVICES MARKETING COURSEWORK ASSIGNMENT QUESTION “Develop a service blueprint for an organization in the hospitality service industry of your choice” Development Steps; - Decide on the company’s service or service process to be blueprinted and the objective. - Determine who should be involved in the blueprinting process - Modify the blueprinting technique (if required) - Map the service as it happens most of the time. - Be sure customers remain the focus - Track insights that
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MANAGING SERVICE QUALITY IN HOSPITALITY INDUSTRY THROUGH MANAGING THE ‘MOMENT OF TRUTH’: A THEORETICAL APPROACH Deborah Christine Widjaja Lecturer‚ Hotel Management Program‚ Faculty of Economics‚ Petra Christian University Email: dwidjaja@peter.petra.ac.id Abstract: Hospitality industry is one of the service businesses that pays so much attention to service quality as it is the main intangible product that it produces. This short article examines how to manage service quality in hospitality industry
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Module - 1 Meaning: According to Philip kotler Service:-“any act or performance that one party offers to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to the physical product.” According to leonard l.berry “Goods can be defined as objects‚ devices or things‚ whereas services can be defined as deeds‚ efforts or performances.” Characteristics of services: Intangibility: • Cannot be seen like the physical products
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Service Marketing Mix The service marketing mix is also known as an extended marketing mix and is an integral part of a service blueprint design. The service marketing mix consists of 7 P’s as compared to the 4 P’s of a product marketing mix. Simply said‚ the service marketing mix assumes the service as a product itself. However it adds 3 more P’s which are required for optimum service delivery. The product marketing mix consists of the 4 P’s which are Product‚ Pricing‚ Promotions and Placement
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until it is reached to the knowledge of the offeror. This principal also applies to others modes of communications which are (a) Instantaneous means of communication‚ (b) Postal rule and (c) Others mode of communication. However‚ the postal rule is an exception towards general rule for the acceptance. The traditional postal rule stated that the acceptance is valid once it is posted rather than it reaches the knowledge of the offeror. The main reason for this rule is historical‚ since it dates
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A service encounter is simply defined as a customer’s actual interaction with a service company. Shostack (1985) defined service encounter as the period of time that a customer interacts with a service. Merritt (1977:198)‚ a linguistic scholar‚ views a service encounter as an instance of face to face interaction between a server who is ‘officially posted’ in some service area‚ that interaction being oriented to the satisfaction of the customer’s presumed desire for some service and the server’s obligation
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1.0 EXECUTIVE SUMMARY 2.1 Description of the Business and Products concepts The blueprint is purposely to be a detailed written document that describes about revolution vision of smart printer into real‚ functioning‚ profitable and a relevant product. The goal of producing smart printer is to give solution for highly electrical bill problem faced by consumers. The chance on solving the rise of electrical bill is our opportunity pull which contribute to the invention of smart printer as we
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United Parcel Service Background History: Founded in Seattle‚ Washington in 1907 by Jim Casey and Claude Ryan. Products/Services: Courier Express Services‚ Freight Forwarding Services & Logistics Services. Turnover: US$54.10 billion (2012) Pre-tax Profits: US$1.34 billion (2012) Total Assets: US$38.86 billion (2012) Total Equity: US$4.73 billion (2012) Employees: > 400‚000 Headquarters: Atlanta‚ Georgia Business Area: Worldwide Current Standing: - World
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pending before the District Court of Brunswick County‚ North Carolina. A copy of the Civil Summons‚ Civil Action Cover Sheet and Verified Complaint filed in the above-captioned action was served on the Defendant‚ Dennis Woods‚ via United Parcel Service‚ “Signature Confirmation” requested‚ on March 18‚ 2014 at 10:00 am. The Signature Delivery Notification showing delivery to the Defendant‚ Dennis Woods‚ at 500 Oops I did it Avenue‚ Charlotte NC 28212 is attached hereto as Exhibit “A” and incorporated
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