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ASSIGNMENT
|
DRIVE
|
FALL
2015
|
|
PROGRAM
|
MBADS
– (SEM 4/SEM 6) MBAN2 / MBAFLEX – (SEM 4)
PGDROMN
– (SEM 2)
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|
SUBJECT
CODE & NAME
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ML0015-Services Marketing and Customer
Relationship
Management
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|
SEMESTER
|
4
|
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BK
ID
|
B1808
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CREDITS
|
4
|
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MARKS
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60
|
Note:
Answer all questions. Kindly note that answers for 10 marks questions should be
approximately of 400 words. Each question is followed by evaluation scheme.
1. Discuss the eight different demand
situations of Service.
Answer : The task of managing markets and ensuring a good fit
between supply and demand is usually very much more complex for services than
for goods. Because goods manufacturers are able to separate production from
consumption, they have the ability to hold stocks of goods that can be moved to
even out regional imbalances in supply and demand.
Stocks can also be built up to cater for any peaks in demand, for
example, umbrella manufacturers can work during the summer months making
umbrellas to store to meet the sudden surge in demand each monsoon. Those
umbrellas not sold in that monsoon can be sold later in the year at a lower
clearance price, or put back into stock for the following year.
Many of the strategies for managing supply and
2 Elaborate GAP analysis in detail.
Answer :
In information technology, gap analysis is an assessment tool to help identify
differences between information systems or applications. A gap is sometimes
called "the space between where we are and where we want to be."
A gap
analysis helps bridge that space by highlighting which requirements are being
met and which are not. The tool provides a foundation for
3 “Interaction plays a lead role in building
customer relationships”. Explain CIM in this context.
Answer : Computer-integrated manufacturing
A system
in which individual engineering, production, and marketing and support
functions of a manufacturing enterprise are organized into a
computer-integrated system. Functional areas such as design, analysis,
planning, purchasing, cost accounting, inventory control, and distribution are
linked through the computer with factory floor functions such as materials
handling and management, providing direct control and monitoring of all process
operations.
Computer-integrated manufacturing (CIM) may b
4 What are the various types of conflicts in
marketing services?
Answer :
In the workplace, conflict is inevitable, usually occurring when one party
perceives that their interests are being opposed or negatively affected by
another party. Conflict can produce either a positive or negative outcome. By
being able to identify potential conflict before it arises and knowing how to
effectively manage it, you will be able to help your staff increase the chances
of turning conflict into a positive outcome. There are two types of conflict,
functional and dysfunctional.
Functional conflicts
Functional
conflicts are constructive, support your company's goals, and improve
performance. It generally involves people who are genuinely interested in
solving a problem and are willing to listen to one another.
Stimulating
functional conflict is a great way to improve your team's performance and
generate new ideas. It involves getting your team to either defend or criticise
ideas based on relevant facts rather than on the basis of personal preference
or political
5 Elaborate the important steps that service
providers should bear in mind while implementing one to one marketing.
Answer :
Some of the important steps for implementing one-to-one marketing are as
follows:
One-to-one
marketing involves gearing the organization to deal with valuable customers on
an individual basis. This is not unattainable, but the effort should be worth
the benefits that accrue.
One-to-one
or relationship marketing means being able and willing to change one’s
behaviour towards individual customer based on what
6 “Positioning a service in the marketplace is
much like positioning a product”. Explain Service positioning and its purpose
with the help of an example.
Answer : Positioning of services :
The development of a sustainable positioning
strategy for a product, service, division or company. Each engagement utilizes the Four Forces of
Positioning methodology. These projects include fresh articulation of market
vision, competition analysis, market segmentation, positioning statement
development, and identification of business model implications of positioning
strategy.
Explanation
:
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students get fully solved assignments by professionals
Send
your semester & Specialization name to our mail id :
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