International Service Operations Management

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.