Page 147 - DMGT522_SERVICES MANAGEMENT
P. 147
Services Management
Notes 6.4 Review Questions
1. Discuss the process of Service Planning.
2. Define the term of service planning
3. What is the importance of service planning?
4. How a report can be prepared in service planning?
5. Draft a pro forma for the report of service planning.
6. From which authority a final draft of service planning can be approved?
7. Define the term catchment.
8. Prepare the checklist for the service planning format.
Answers: Self Assessment
1. Service Plan
2. conflicting
3. Catchments
4. information
5. Location
6. service
7. Service Plan
8. ten-year
9. draft
10. indicators
11. recurrent
12. calculate
13. draft Service Plan
14. Agency managers
15. Regional Manager
6.5 Further Readings
Books Christopher H Lovelock, Services Marketing, third edition, Prentice Hall, US
Leonard L Berry, Great Service: A Framework for Action, The Free Press
Ravi Shanker, Services Marketing, Excel Books, New Delhi
142 LOVELY PROFESSIONAL UNIVERSITY
