VICENTE, JUDE MICHAEL RUTOL OPERATIONS MANAGEMENT

BSBA 2A 10:30 TO 11:30 MWF MODULE # 9

I. LEARNING ACTIVITIES

1. List and briefly explain

a. The dimensions of service quality.
Business organizations need to know what service dimensions should be
analyzed and improved to enhance the quality of service. Services not only
meet customer needs but should also meet their aspirations and expectations
of customers so that satisfaction is achieved (important words sustainable
business generation). Quality here is a dynamic state that may associate with
services, processes, environment, people, and products that meet or even
exceed the requirements and aspirations. There have been several attempts
to identify the right quality dimensions.

b. The determinants of quality.

 Gronroos in the year 1984 identified two important service quality dimensions.
These included the technical aspect (what service is being provided) and the
functional aspect (how the service is being provided). Parasuraman in the
year 1991 developed the SERVQUAL instrument that aimed to improve
service quality by reducing the gaps between customer expectations and the
actual perception of service provided.

2. What are some possible consequences of poor quality? Explain.

 The cost of poor quality comprises not only the costs resulting from
product defects, but also company processes, practices, or functions that
generate defects and errors. Poor quality can also weaken consumer
relationships, damage your brand, and add major operational and financial
costs
3. Use the dimensions of quality to describe typical characteristics of these
products and services:
a. A television set.
 Performance: This would be defined by the television type – LCD or LED,
screen size, screen resolution – whether Full HD or HD ready, Audio
sound, audio system like Dolby, Audio power, number of speakers,
number of input and output ports of different types as well as length of
warranty period.
b. A restaurant meal (product).
Typical characteristics of a restaurant meal (product) using the dimensions of quality.

Performance: Healthy or Junk, Organic or inorganic ingredients, nutrition

Features: Spicy, Sweet, Tender 

Reliability: 1, 2, 3, 4, 8,10 hours, 1 Day

Conformance: Taste, look and feel is as specified or not

Durability: 1, 2, 3 Day

c. A restaurant meal (service).

 Performance: This would be the menu that the restaurant offers to its
patrons. Many restaurants in western countries have a custom of
displaying their menu outside the restaurant. This enables the patrons to
judge the type of food as well as the budget they would have to provide
for.

 Aesthetics: Presentation of the dishes as they come to the table. In most

cases, the courses are pre plated.

d. Painting a house.

II. ASSIGNMENT

The vision of NVSU is A premier University in a global community.List the criteria

that would measure A premier University.

 Universities are ranked either according to the Shanghai ranking, which is based
on quantifiable objective data, or according to the THES (Times Higher
Education Supplement) ranking, which relies heavily on subjective expert
assessments. These different classification methods and their relevance are
strongly criticized and in particular the assertion that the criteria are relevant and
objective. No classification criterion assesses the quality of teaching or the level
of graduate students, which is paradoxical in a classification of institutions one of
whose two primary vocations, alongside research, is teaching and the vocational
training of pupils, most of whom are not intended for research. Furthermore, it
seems illusory, not to say unrealistic, to propose to measure the quality of
university work properly and precisely, in all institutions and for the benefit of all
the stakeholders concerned. Finally, to assess the quality of higher education
and research is not to represent an objective reality, measurable on a scale of 0
to 100. It is a complex question, which must be treated scientifically, by people
competent (in bibliometrics, in higher education and research, in techniques of
analysis and data processing), in other words by multidisciplinary teams, capable
of analyzing with precision the interpretation and the use of the results of
assessments.