TRL3701
COMPLETE EXAM ANSWERS
OCT/NOV 2022
, SECTION A
Q1Service integration is another pillar of public transport integration and is
closely linked to the integration issues mentioned above. Service integration
is important for customer satisfaction (ie there is only one single contact point)
And includes elements such as overall passenger information, overall
complaint management, and overall ticketing system.
Common marketing is also very important for an integrated public transport
network. The customer should always know that he is not simply on a trip with
one operator but that he is using an integrated system with unified service and
quality. It is also easier for operators within such an integrated public transport
system to realize cooperation strategies to improve their cost-effectiveness,
such as technical cooperation, strategic alliances, acquisitions and mergers.
1. Difference between manufacturing operations and service operations.
The term "manufacturing operations" refers to a framework in which man,
machine and material come together to produce a tangible product. It deals
with all the supply chain activities such as gathering requirements from
customers, procuring raw materials, allocating resources, scheduling the
production, maintaining the inventory, and delivering end products to
customers whereas Services are intangible and non-physical products
offered by one party to another in exchange for money. Service-providing
operations aim to deliver an experience that leads to customer satisfaction.
Service operations engage a wide range of teams to deliver services,
including professional service teams, customer support teams and customer
experience teams. Organizations that engage in hospitality, travel, media,
sports, health care and entertainment are service-providing organizations.
Service-providing operations send employees to their customers' locations or
meet the customers at the company's premises to facilitate the service
provision.
The important components of service-providing operations are labor, service
model and service environment. Labor could be a skilled workforce or semi-
COMPLETE EXAM ANSWERS
OCT/NOV 2022
, SECTION A
Q1Service integration is another pillar of public transport integration and is
closely linked to the integration issues mentioned above. Service integration
is important for customer satisfaction (ie there is only one single contact point)
And includes elements such as overall passenger information, overall
complaint management, and overall ticketing system.
Common marketing is also very important for an integrated public transport
network. The customer should always know that he is not simply on a trip with
one operator but that he is using an integrated system with unified service and
quality. It is also easier for operators within such an integrated public transport
system to realize cooperation strategies to improve their cost-effectiveness,
such as technical cooperation, strategic alliances, acquisitions and mergers.
1. Difference between manufacturing operations and service operations.
The term "manufacturing operations" refers to a framework in which man,
machine and material come together to produce a tangible product. It deals
with all the supply chain activities such as gathering requirements from
customers, procuring raw materials, allocating resources, scheduling the
production, maintaining the inventory, and delivering end products to
customers whereas Services are intangible and non-physical products
offered by one party to another in exchange for money. Service-providing
operations aim to deliver an experience that leads to customer satisfaction.
Service operations engage a wide range of teams to deliver services,
including professional service teams, customer support teams and customer
experience teams. Organizations that engage in hospitality, travel, media,
sports, health care and entertainment are service-providing organizations.
Service-providing operations send employees to their customers' locations or
meet the customers at the company's premises to facilitate the service
provision.
The important components of service-providing operations are labor, service
model and service environment. Labor could be a skilled workforce or semi-
