1
?n .,llnsamsUniversir-v,FacultyofEngineering *--fa * *.**px.lt,r,rrrrurr*o^** ' ' E}*sigsa a nd I'e'*da:efislxs &;s*#m**r*ng Dept. &i!)PS93 Quality C*ntr*l tlfl, es?$** EsBs*$s*B-$*s 4**.**t d*p'['"ful i":*s {=**;* The Sxamination consists of (5) Questions in (1) Page Attempt AII Questions {r il fuestion i a) What is meant by: "Application of industrial concepts on senSces"? Discuss sCIrne of the significant'advantages for using this concepf,to quality assurance in services. b) Mention the main differences between the threo phases of development; pre* , industrial, industrial, and postindustrial. (Using a table to illustrate your answer). "- ' Ouestion 2: a) Compare in brief betwween service industries and manufacturing industries aspects. ;- b) Heterogeneity is one of the characteristics of services. What does it mean? What are the factors atkibuting to this characteristic? How does this characteristic places a great burden on the quality control function of a service firm. .. .- Ouestion 3: a) If service companies stop thinking of service as sewihrde and personal rninistration, they will be able to affect drastic improvernent in its quality and efficiency.L il*mrneslt. I bi Discuss the impact of low productivity on the service organization's survivai. Ouestion 4: a}'!.}i..7,11.,a.+tr.r.}.^.i^-^i..,^.J^^+L^.l..,{.^*+l^^'.^^af^'++^...li...J..',..-.:..,..I....... J;i vi.,\,a;ns &ir; ijairrv Ssriri, sriu DvruavnJ uLrrrl Lllr,, Lrol, UI- 4talt,lll&tn1(rll. l-Ll bLl. yll,g luftl$. :. - blDraw a tlowchart for the steps needed in developing an evaluation systern in the service firms. ', ,; Ouestiou 5: a) Mention ttre main external and internal factors influence the achievement of s*rvice objcctives; ir) "(hrality oi inforrnation" What does it means? Mention the hasic qualiry , characteristics of the management information system,",,,,. .'' i. ,,., {-*#*-d f g,rs-:iq; .i.r: , alh
