Question 1:

"Yield management guides the decision of how to allocate undifferentiated units of capacity to available demand in such a way as to maximize profit or revenue." Critically analyse the impacts of yield management in a service organisation of your choice for a competitive market.

Question 2:

(a) Critically discuss any five of the Total Quality Management critical success factors, and explain how an organisation might introduce these critical success factors into its processes, drawing particular attention to any difficulties they might encounter.

(b) Imagine you are the manager of a service organisation, assess the four costs associated with the quality of your operations and illustrate your answer with relevant examples.

Question 3:

"Customers experience the whole of the service delivery process and thus include waiting in their overall assessment of service quality. On the other hand, service providers often consider waiting as being external to their core business and to some extent out of their control and consequently as an area of reduced commitment." Critically discuss this statement. Illustrate your discussion using a service organisation of your choice.