Homework: Service Concept and Operations Management Solutions Guide

This document provides a comprehensive solution to a Service Concept and Operations Management assignment. The solution addresses a range of questions covering key concepts such as market segmentation, front-stage and support processes, problem statements, qualitative and quantitative data analysis, sampling methods, and capacity planning. It also includes answers related to bottleneck analysis, desired outputs, transforming resources, and the application of the Path Goal Theory. Further, the solution analyses Pareto charts, flowcharts, performance measures, and process and layout types, offering insights into process improvement and operational efficiency within a service context. The assignment covers topics such as customer satisfaction, payment collection processes, and strategies for enhancing overall service delivery.

Service concept and
operations management

Table of Contents
Question 1........................................................................................................................................4
Answer:...................................................................................................................................4
Question 2........................................................................................................................................4
Answer:...................................................................................................................................4
Question 3........................................................................................................................................4
Answer:...................................................................................................................................4
Question 4........................................................................................................................................4
Answer:...................................................................................................................................4
Question 5........................................................................................................................................4
Answer:...................................................................................................................................4
Question 6........................................................................................................................................4
Answer:...................................................................................................................................4
Question 7........................................................................................................................................4
Answer:...................................................................................................................................4
Question 8........................................................................................................................................4
Answer:...................................................................................................................................4
Question 9........................................................................................................................................4
Answer:...................................................................................................................................4
Question 10......................................................................................................................................4
Answer:...................................................................................................................................4
Question 11......................................................................................................................................4
Answer:...................................................................................................................................4
Question 12......................................................................................................................................4
Answer:...................................................................................................................................5
Question 13......................................................................................................................................5
Answer:...................................................................................................................................5
Question 14......................................................................................................................................5
Answer:...................................................................................................................................5
Question 15......................................................................................................................................5

Answer:...................................................................................................................................5
Question 16......................................................................................................................................5
Answer:...................................................................................................................................5
Question 17......................................................................................................................................5
Answer:...................................................................................................................................5
Question 18......................................................................................................................................5
Answer:...................................................................................................................................5
Question 19......................................................................................................................................5
Answer:...................................................................................................................................5
Question 20......................................................................................................................................5
Answer:...................................................................................................................................5

Question 1.
Answer:
The persona of market segment for the suite is given as below:
Market segment basis Factor 1 Factor 2
Demographic Type of residence: The
business is providing 2
master bedrooms, massage
table, etc.
Income: The people who
belong to middle class and
rich family can afford such
facilities of business.
Psychographic Lifestyle: Master bedrooms
are developed as per the
preferences and perceptions
of customers.
Attitudes: The attitudes of
people towards the
preferences of
accommodation.
Behavioural Brand loyalty: The hotel is
considered as one of the
exclusive business which is
very famous and is having
positive brand value within
market place.
Benefits sought: The hotel is
providing massage table for
getting relaxed that provides
benefits to people.
Question 2.
Answer:
Activity belonging to front-stage contact employee: Greet
Activity belonging to support process layer: Collect food from kitchen.
Question 3.
Answer:
The wrong arrow is: Do guests pay by card or cash.

Question 4.
Answer:
Problem statement:
“The organisation must provide customer satisfaction and follow through significantly to
improve the process of providing full level of satisfaction to customers and meet the
objectives of the organisation.”
Question 5.
Answer:
From previous question, qualitative data is more suitable because it helps in determining the
frequency of characteristics and traits. It also helps in understanding the perceptions of
customers in order to provide better customer satisfaction.
Question 6.
Answer:
Probability sampling method is more suitable because it is more precise, objective and
unbiased which makes it a good and effective fit for the purpose of testing a hypothesis in
context to customer satisfaction.
Question 7.
Answer:

Question 8.
Answer:
The slack time calculated is 5 days.
Question 9.
Answer:
The desired output from the process of collecting payment is receiving the payment and
providing the receipt to customer. The desired output is tangible in nature.
Question 10.
Answer:
Transforming resource is the billing machine.
Transformed resource is the money and the customers.
Question 11.
Answer:
The chase demand capacity plan is suitable as it implies matching the demand as well as the
capacity period by period.
Question 12.
Answer:
The delay or the bottleneck is occurred at the stage of counting the amount and returning the
change to the customer.
Question 13.
Answer:
The dependent variable is the amount paid by the customer to the owner .
Question 14.
Answer:
The independent variable of mode of payment can be used to forecast with the regression
method.

Question 15.
Answer:
This kind of behavioural approach to business management is Path Goal Theory Approach.
Question 16 A.
Answer:
The conclusion that is drawn from the Pareto chart is Staff can only speak English.
Question 16 B.
Answer:
Cause: issue of cultural differences (language)
Effect: It can lead to dysfunctional conflicts, lost productivity and difficulty to achieve harmony
in group settings.
Question 17.
Answer:
The flowchart is having high volume as there are a lot of processes or steps that are involved
in the method of collecting the payment from the customer. There are multiple stages of payment
collection which made it a high volume process.
Question 18.
Answer:
Flexibility is the main performance within the process of payment collection as the business
is providing flexibility through offering different types of payment options to the customer such
as cash or card.
Question 19.
Answer:
Process and layout types help in grouping the resources that are based on the identical
processes or functions. Process type includes processing the amount of money paid by the
customer to the business. Layout type includes the receipt that is received by a customer from the
organisation.

Question 20 A.
Answer:
The organisation should make use of a machine that helps in counting the amount that is
paid in cash by a customer.
Question 20 B.
Answer: