International Service Operations Management

This is an Open Book Assessment Item – any course materials permitted

Instructions To Students:

The following short essay-style questions focus on testing your understanding and insights to date in this course. Answer two from three questions applying critical thinking and use of illustrative examples where possible. Students must include the most relevant couse theory concepts approprieately applied in their answers to each question. Each question will require an essay-style response approximately 500-700 words in length. Each question will be marked out of 20. Responses will be assessed according to coverage of the relevant issues; depth of analysis; and communication quality/writing. Responses provided in bullet points without the appropriate detail will be awarded only partial marks.

This examination is weighted 40 percent of the final course grade.

Apply critical thinking and illustrative examples. Each of your essay responses should be 500-700 words long – exceeding maximum word count will incur a penatly. Students must include the most relevant course theory concepts and discuss them appropriately in their answers. Assessed on: Coverage of relevant issues; depth of critical analysis; and communication quality/writing. Bullet point responses without the appropriate detail will be awarded only partial marks.

Answer Question 2 and Question 3:

Question 2. (20 marks)

A. Briefly explain the philosophy of Total Service Operations Management and how it may help with successful service operations managment.

B. Critically discuss the importance of lean service operation principles in the context of Total Service Operations Management.

C. Use appropriate course reading materials, specific company examples and case(s) covered in this course to illustrate your answer.

Question 3. (20 marks)

A. Briefly explain the importance and implications of developing an organisational culture that embraces continuous improvement and change to achieve successful international service operation.

B. Critically discuss the paradigm shift (change in the basic operating culture) that is needed to develop exceptional service operations for most firms.

C. Use appropriate course reading materials, specific company examples and case(s) covered in this course to illustrate your answer.