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After some time, XYZ faced a problem of low quality of French and Italian food that
was not at par with other restaurants. The nations of mid-east Asia did not welcome the
change in the image of XYZ from local food chain restaurant to international
restaurant. The customers found lower quality of French and Italian foods in XYZ than
they used to get in other restaurants. The offering, delivery and image of XYZ could not
match the new services and customers avoided to visit XYZ for Italian and French
foods. The market of this restaurant was still favouring its local sense of cooking food.
XYZ soon reverted to the earlier service operations and policies of local belongingness
and thus recovered the lost customers.
Discussion questions:
1. What can be the reasons for the failure of XYZ restaurant in introducing French and
Italian foods?
2. What strategies could have helped XYZ restaurant while introducing new services?
1. What can be the reasons for the failure of XYZ restaurant in introducing French and Italian
foods? (Hint: The reasons can be failure of making planning activities, monitoring and
controlling activities and quality assurance activities)
2. What strategies could have helped XYZ restaurant while introducing new services? (Hint:
Following SERVQUAL and evaluating the performance of services)
Answer: 1. Service operations management can be defined as a process that focuses on
delivering excellent services to the customers. Other definitions are as follows:
Service operations management ensures that the attention is given to the correct
functional service delivery areas.
Service
4 Explain the following criterions that a decision maker may adopt under uncertain
conditions.
a. Maximax Criterion
b. Maximin Criterion
c. Minimax Regret Criterion
d. Realism Criterion
e. Insufficient Reason Criterion
Answer: Maximax Criterion: It is the criterion in which a decision maker selects the
alternative that provides the maximum payoff. This criterion is based on the assumption that
all available alternatives would provide the best possible outcome. Maximax criterion is a
strategy that
5. Solve the assignment problem shown in the following table:
1
2
3
4
A 10
12
19
11
B
5
10
7
8
C 12
14
13
11
D
8
15
11
9
Also determine the total assignment cost.
Optimal assignment total assignment cost
Answer: Conduct row and column operations as the assignment problem is balanced. The
row operations involve selecting an element having a minimum value in each row starting
from row A and subtracting that element from all other elements in that row. After
6 There are four jobs, namely D, E, F, and G, which need to be sequenced on two
machines, namely machine 1 and machine 2. The processing time of the jobs D, E, F,
and G on machine 1 are 2, 6, 4, and 8, respectively. However, on machine 2, the
processing time of D, E, F, and G is 3, 5, 7, and 4, respectively. Determine the job
sequencing for this problem and Total flow time for four jobs.
Optimum Sequence
Total flow time
Answer: The steps involved in solving the preceding sequencing problem are as follows:
1. Prepare a table that contains the processing time of the four jobs on the two machines,
as shown in Table
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