This document contains a practice exam for an Operations Management course. It includes multiple choice questions testing concepts like forecasting techniques, capacity planning, and service quality dimensions. It also includes short answer and long answer questions about topics like defining services operations management, discussing service strategy, and explaining effective capacity. The case study discusses a consumer who experienced post-purchase dissonance after buying a new car and its price dropped shortly after.

1. B R Ambedkar University, Delhi
MBA – II year, IV sem
Services Operations Management
Max Time : 1.5 hrs
Max Marks : 50
Part – A
Multiple choice questions (1x10=10 marks)
1. The importance of Operations management both for the organizations and for ___.
a. Society
b. Manufacturing firm
c. Production manager
d. Industry
2. Operation management deals with the production of ___.
a. Time chart
b. Planning
c. Feasibility report
d. Goods and services
3. Location decisions are viewed primarily as part of:
a) Marketing strategy
b) Growth factors
c) Financial aspect
d) Both (a) and (b)
4. Which of the following does not relate to system design?
a) altering the system capacity
b) inventory management
c) selection and acquisition of equipment
d) physical arrangement of departments
5. Trend projection is an example of which kind of forecasting?
a. Qualitative
b. Time series
c. Barometric
d. Econometric

2. 6. Operations generated forecasts often not to do with
a. Inventory requirements
b. Resource needs
c. Time requirements
d. Sales
7. In which of the following forecasting technique, subjective inputs obtained from various
sources are analyzed?
a. Judgemental forecast
b. Time series forecast
c. Associative model
d. All of the above
8. Capacity planning should be solely based on the principle of maximizing the ___ delivered to
the customer.
a. facility
b. value
c. Comfort
d. output
9. Rahul had booked a room in a 5-star hotel. After he checked in at his hotel room he was
angry on finding that his bed sheet was filthy. Which dimension of ‘service quality’ was
poorly reflected?
a) Tangibles
b) Reliability
c) Responsiveness
d) Empathy
10. Low labor intensity at services requires to have scheduling of equipment and
a) Skill development
b) technological advances
c) Manage mechanistic structure
d) Coordinating dispersed activities
Part B Answer ALL ( 5 x 2 = 10 marks)
11. Define services operations management.
12. Write short notes on six sigma
13. Discuss on service strategy

3. 14. Explain the term ‘Effective capacity”
15. Mention the four catagories of services
Part – B (2 x 10 = 20 marks)
16.a. Analyze a good service design with an example
Or
16.b. Defend on the importance of good service facility location.
17.a. Justify with an appropriate forecasting technique to compute the demand for battery
vehicles among the youth in India.
Or
17.b. How are the distinctive characteristics of SERVQUAL in services organisations
adds value to the customer.
Case study (Compulsory) 10 marks
18. The predicament of Madhavan Raj (Madhavan), who had recently upgraded to a new and
more spacious car. He had spent a lot of time researching the various cars in that range before
zeroing in on the Maruti Suzuki Ritz. However, barely a few months after the purchase, there was
a drop in the price of the model he had bought. Madhavan then began to wonder whether he had
made the right choice.
 Issues:
» Pre-purchasing issues like information's sources,
influencers
»Buying decision process and buying centres
» Problem Identification, Information search, evaluation
choice and decisions
»Post-purchase dissonance
Introduction
Madhavan Raj (Madhavan), a professor in an engineering
college, had recently upgraded to a new and more spacious
car. He had spent a lot of time researching the various cars
in that range before zeroing in on the Maruti Suzuki Ritz.
However, barely a few months after the purchase, there was
a drop in the price of the model he had bought. Madhavan
then began to wonder whether he had made the right choice.
Questions
1. Discuss in detail the buying decision process that Madhavan went through before purchasing his
new car? What actions can marketers take to influence the buyer decision process?
2. Does Cognitive Dissonance exist in the case of Madhavan? If so, why? What methods do
consumers like Madhavan follow to reduce the same and what actions can marketers take to
reduce the dissonance?