REG NO:

ST. JOSEPH’S COLLEGE OF COMMERCE (AUTONOMOUS)
END SEMESER EXAMINATION – MARCH/APRIL 2016
B.COM – VI SEMESTER
C1 11 603: SERVICE MANAGEMENT AND INSURANCE
Duration: 3 Hours Max. Marks: 100
SECTION – A
I)	Answer ALL the questions. Each carries 2 marks. (10×2=20)
	1.	Name the 7 P’s of Service Marketing.
	2.	Explain the term ‘People Processing’. Give two examples.
	3.	Define ‘Insurance’.
	4.	What do you mean by ‘Service’?
	5.	In Life Insurance, How do Underwriters classify the potential insured?
	6.	Name any four advantages of Empowerment of Employees.
	7.	Mention the problems of Service Quality Control.
	8.	Bring out the days of grace privilege provided to an assured.
	9.	How is Health Insurance a boon to Salaried Class?
	10.	Expand IRDA. When was IRDA Act passed?
SECTION – B
II)	Answer any FOUR questions. Each carries 5 marks. (4×5=20)
	11.	Like human life, most of the creations follow a pattern with different ups and downs. On this note, bring out the Service Life Cycle.
	12.	What is Underwriting? Narrate the process of Underwriting in Non-life Insurance.
	13.	Explain in detail, the classification of vehicle and the different types of Motor Insurance Policies.
	14.	Evaluate the characteristics of Service.
	15.	Explain the Economic and Legal principles pertaining to Life Insurance.
	16.	Elucidate the functions of IRDA.
SECTION – C
III)	Answer any THREE questions. Each carries 15 marks. (3×15=45)
	17.	Due to Globalization, trade between different countries of the world is an inevitable scenario and business houses have to safeguard their interest, particularly while the goods are being transported. Water Transport being one of the prominent modes being used by large businesses; bring out the different classifications of Marine Insurance and evaluate the different types of Marine Insurance Policies.
	18.	Explain the factors influencing the location of Service Premises. Also, discuss the factors that guide the look of the premises.
	19.	Mr. Nasir is running a hotel and is unable to understand the concept of Service Quality Management. As a well wisher of Mr. Nasir, help him understand Gap Analysis in Service and the process in which Service Quality Management is normally initiated in a firm.
	20.	Mr. Ravi is an employee of BHEL, aged about 32 years and is planning to take up a life insurance policy. As a learned person in Life Insurance and being a friend of Mr. Ravi, explain him the concept of Life Insurance and its different types.
	21.	In a service firm, the most important aspect is to classify the customer under the right tire and nurturing them appropriately, to help the firm attain its profitability in a fruitful manner. In this regards, explain the analysis of customers and evaluate the steps in Building Customer Loyalty.
SECTION – D
IV)	Case Study (1×15=15)
	22.	The British airways, in 1982 were one of poor quality airlines with heavy losses. There had been major redundancies in the airlines with heavy reduction in staff. Their reputation among the travelling public was poor, their planes were often late, there were frequent industrial relations problems and generally passengers found British Airways staff cold, aloof, uncaring and bureaucratic, even though professionally competent. However, by 1990, the airline had been turned around and was able to report record profits. Much of this success can be attributed to the implementation of two key visionary strategies, initiated and led by Sir. Colin Marshall, CEO, who was appointed in January 1983. These visionary strategist focused on: An obsession with improving customer service. An obsession with improving British Airways approach to management. Experience with another airline had shown that a passenger rating of an airline depended on thousands of ‘moments of truth’. The customer’s perception therefore, derived from a whole array of small experiences such as disinterested staff, smell toilets, sloppy food and so on. British Airways research confirmed that a customer’s view of the airline depended not solely on product, but their intuitive reactions to the ambience, environment and culture they experienced with the airline. In their drive to achieve a greater number of positive ‘moments of truth’ for the customers. British Airways initiated a major training programme called ‘Putting People First’, which virtually everyone in the airline went through. It exposed the airline employees to the new thinking about customer service and stressed the critical role they had in contributing this. Colin Marshall was so committed to this approach that he attended 97 percent of the courses. The courses were followed through with the establishment of Customer First Team, whereby small groups were encouraged to contribute their ideas for improving customer service. Over 100 teams were set up and of the thousands of ideas generated; over 700 were followed through and implemented. British Airways recognized that customer care was to a degree, a reflection of the care shown by the managers towards its employees. Questions: In light of the above case, bring out the points to succeed by empowering employees. Evaluate the advantages of empowerment of employees and bring out the different methods of rewarding employees. (7.5+7.5)

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