'\a Ain Shams Universiw--"F*eat$fy of Engineering*9..

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3od Semester Examina***ruu June 2S10

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Qaestionl: ' , ia) Dffirentiate _between the three phases of development: prefitdustrial, industrial, and

postindustrial in a table. i- \ .

b) The mantufacturing terrytinologt can be applied to service sector. F.xptain with a,s'ad;F# fs {* #x #FNg;{ s -

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a) Define the'ssrtice characteristics: hetero,geneity and labor intensiveness. Sha+, therelationship between thern- ; L. L

b) The service companies may be classified into equipment-based or people-based.Explain this classification givingsuitabld examplo fo, eqch type" - ,^ -,:,

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b) "Technologg,., is important because it convert sentiee industries from labor-intensivecompanies to capital*intensive camPanies". Discws the validity af this statement inboth low-crsntact and high-contact with customer services. (' ,:,

Question 4:a) Differentiate between the basic features of each service design approaches. ib) Describe the basic considerations which should be talcen into account before any

serviee quality management programs is established r L .{

Question 5:*).Ilefine the basic steps needed to develop any managemgnt information systems.

b) lfiiau are * service rnanager, clarify hoy to deql with thefollowing issues:i) leople think about service in humaiistic terms. , i ^ l= ,: ,,i, , . i ...i,$ lrrational behavior of customer in service sytem-

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