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QUESTION 1
(a) Explain the four characteristics of service and discuss the challenges that these characteristics pose to service products. Use relevant examples for each characteristic to illustrate your answer
(b) Describe the main determinants that affect the shaping of business policy
QUESTION 2
Discuss the critical success factors that you would expect to see in a service organisation of your choice that adopts Total Quality Management
QUESTION 3
(a) Discuss, using relevant examples the different costs components in the PAF model and assess its potential use in a service organisation of your choice
(b) Decisions on service location involve a trade-off between the needs of the producer and those of the consumer. Discuss the main factors which must be considered when making service-location decisions
Question 1: A contract may provide that in case of some specified breaches mentioned in the contract, the defaulting party should compensate the other party. Discuss the val
Title approach: Sometimes you may go to a library to get a document whose title you know. If the books in the library are arranged by title, it will meet your requirement. But
Special Furniture Items-library furniture-library management Besides the above mentioned library furniture, a few other items worth considering are: Book trolley, whi
Control and Flexibility in Contracts Contracts form the backbone of project management today. Project management techniques have developed in response to severe pressures such
The Ledger System: In this system, the record is kept in the form of a bound register wherein each page is allotted to a periodical. On top of the page usually, details like
Classification Scheme: A scheme of classification is but a tool in the hands of the library to organise subjects and to serve them out in an efficient way. Therefore, it is ne
Document Delivery Service (DDS): Document Delivery Service is actually concerned with the supply of documents to the users on demand, either in original or its copy in print o
Team Work -Preliminary Considerations of Library building Planning a library building is a team work: The team consists of the library authority or the management committee, t
HRD Process HRD is a continuous process and not merely a set of planning, and setting of mechanisms, instruments, techniques, etc. The mechanism and techniques such as perfor
Management by Objectives (MBO) Management technique is based on target-setting theory in which employees are given specific measurable goal to achieve. MBO has been shown to
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