Question 1

Read the following case study and attempt the Question that follow. Service Nightmare! Ashatul had given her branded laptop for servicing to an authorized service centre to repair a damaged USB port. The laptop was to be given the next day, but when she went to take it that day, she was told that it was not ready. Ashatul had to wait for four more days before she was finally given her laptop. Because she was in a hurry while receiving the repaired laptop, she did not check the workings of the laptop at that time. On reaching home and switching on the laptop, she noticed that that LCD display had become problematic. The next day, she again went to the service centre and reported the display problem. Ashatul was aghast when she was informed that as she had signed the delivery documents, the service centre cannot take responsibility for the display problem. She was asked to fill up a fresh service requisition form to get the problem rectified and further was told that all expenses incurred in rectifying the problem had to be paid by her. a. “Managing customer centered operations is always a nightmare in many service facilities is a nightmare”, using the case above, discuss this statement. [10 Marks] b. Discuss the pros and cons of managing After Sales Service through a third party firms. Is it a cause for concern at the facility Ashatul visited?

Explain. [10 Marks] There seems to be a breach of trust in the given with the case above. How is breach of trust related to quality of service?