College of BusinessFall Semester, 2015 - 2016

Mngt 444 – Service Operations ManagementClasswork 2 = 7 marks

Submission Deadline: October 17, 2015

Name: Shelaiweeh Al Mazrouei ID Number: _____________ Date: __________________________________________ Section: ________________

Question to answer: Share the experience of a time when you recently received poor service. If service operations are so important, why do you think they sometimes deliver poor service? Suggest possible measures/actions to improve their service operations.

a. Experience I had (3 marks)At Dubai International I was traveling at the beginning of summer high season, I was about to check in, the officer refused to perform the necessary operations for checking in because his shift was about to end. Although I protested he didn’t agree and I had to wait till they changed the officer and I was late for boarding.

b. Possible reasons (2 marks)The possible reasons may be due to the work pressure and being working during the night shift. Also the personality of the officer plays a role in a good service, especially if desire his work or not, or he is willing to help others or feels reluctant to do so. Managers’ rules may not be strict so the employee feels free to do what suits him.

c. Possible measures/actions (2 marks)Rules of service operations should be clear and strict as well. Managers should follow up thoroughly the operations of service. Service operators shall get incentives for performing well according to measured goals. Customer is always right and the company should follow this measure while dealing with customers’ complaints and suggestions.