Assignment-1

Q1. Select one of the following challenges facing OM: customers, technology, workforce, globalization, sustainability or optimizing supply chain and explain its short term and long-term impacts.

Q2. Research the digitalization of the value chain and provide me with one example. How did it add value.

Q3. Explain why a bank teller, nurse or flight attendant must have service management skills. How do the required skills differ from someone working in a factory. What are the implications for hiring criteria and training?

Q4. Describe a customer experience you have personally encountered where the goods or services or both were unsatisfactory. How might have the organization handled it better?

Q5. Explain how the consumer benefit package is enhanced from consumer's point of view by adding digital content to a physical good such as an automobile, cell phone or appliance? Explain how the value is increased.

Q6.Explain how the seven differences between goodsand services would be applied to a major airlineservice. Provide airline examples that illustrate each difference.

Q7.Define sustainability and explain its three dimensions.