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Quality Control

Section A: Objective Type (30 marks)

This section consists of Mixed Type questions & Short Answer type questions.

Answer all the questions.

Part One questions carries 1 mark each & Part Two questions carries 5 marks each.

Part One:

Multiple Choices:

1. A curve that shows the amount inspected by both the consumer and the producer for different

percent nonconforming values.

a. ASN curve

b. ATI curve

c. AOQ curve

d. None of the above

2. The producer’s risk is represented by the symbols

a. Alpha

b. Beta

c. Gamma


3. The International Committee of Weights and Measures revised the metric system in

a. 1970

b. 1960

c. 1950

d. 1999

4. ASRS stands for……………………………………………………………………..

5. A recent survey of retail customers by the ……………………………………………..

6. A cause-and-effect diagram was developed by ………………………………………

7. Variables that exhibit gaps are called ………………………………

8. How many techniques used to discard data.

a. One

b. Two

c. Three


Examination Paper of Quality Management

Caselet 1

It is 7:00 a.m. and the siren sounds high at Kandivli (a suburb of North Mumbai) plant of Mahindra &

Mahindra’s (M&M) Tractor division, signaling the starting time of the morning shift. Hardly any

workers have turned up. Reporting late on duty is a norm for the workers here. Seldom does the

morning shift start before 7:30 a.m. During the day shift, it was an ominous scene to find workers

stretching out under the trees and relaxing during the working hours. The union leaders hung around

the factory without doing any work at all. A few days back, the workers in the night shift had beaten

up a milkman for creating a lot of noise in the week hours of the morning and thus, disturbing their

sleep during their working hours. Things

1. If you were a part of the top management at M&M FES, how would you have involved the

workers in the Deming programme?

2. Do you think that M&M FES has a strategic quality management system in place?

Quality management

1. Working as an individual, evaluate one or more of the following organizations concerning the role of the senior managers.a. Large Bankb. Health-care facilityc. University academic departmentd. Large department storee. Manufacturing facility

2. Is the main concern of most consumers the price of the product or service? Explain

3. List and explain in detail various techniques to sustain continuous improvement.

4. You have been employed as a quality assurance manager for a small metal fabrication firm (100 people). Your first assignment is to certify the suppliers and schedule a visit to each. Make a checklist with scoring criteria for your visit.

5. Efficiency has been defined as “doing things better” and effectiveness as “doing better things.” Describe how benchmarking can be used to improve both efficiency and effectiveness.

6. Explain five benefits that could be realized by implementing an ISO 9000 quality system.

7. Briefly describe the difference between sequential engineering and quality by design (or concurrent) engineering.

8. Do those who smoke cigarettes or drink alcohol assume the risk of getting lung or liver disease? Do those who jump on a trampoline assume the risk of falling off? Explain your answer.

9. The bearing department is planning their schedule for the following week. They need an understanding of last week’s performance. The schedule called for two 8-hour shifts per day for five days. Downtime charged to production averaged 76 minutes per day. Downtime charged to maintenance averaged 135 minutes per day. Calculate the actual running time and the percentage of available time.

10. What are the advantages and disadvantages of document management on the Internet?

Quantitative Techniques

Please attempt any one question out of section A and any 10 questions out of Section B. The section A is for 20 Marks and Section B is for 80 Marks (8 Marks X 10 Questions)

Total Marks - 100

Section A

1. Distinguish between decision making under certainty and decision making under uncertainty. Mention certain methods for solving decision problems under uncertainty. Discuss how these methods can be applied to solve decision problems.

2. Distinguish between probability and non-probability sampling. Elucidate the reasons for the use of non-probability sampling in many situations in spite of its theoretical weaknesses.

3. What are models? Discuss the role of models in decision-making. How can you classify models on the basis of behavior characteristics?

4. What are matrices? How are determinants different from matrices? Discuss few applications of matrices in business.

Section B

Write short notes on any ten of the following:

(a) Concept of Maxima and Minima

(b) Types of classification of data

(c) Pascal Distribution

(d) Multi-stage sampling & Multi-phase sampling

(e) Box-Jenkins Models for Time Series

(f) Determinant of a Square Matrix

(g) Primary and Secondary Data

(h) Bernoulli Process

(i) The Student's t Distribution

(j) Use of Auto-correlations in identifying Time Series

(K) Absolute value function

(l) Quantiles

(m) Criteria of pessimism in decision theory

(n) Cluster vs. Stratum

(o) Moving average models

(p) Step function

(q) More than type ogive

(r) Subjectivist's criterion in decision making

(s) Double sampling

(t) Auto regressive models

QUANTITATIVE METHODS

2. Explain the concept and computational steps of the simplex method for solving linear programming problems. How would you identify whether an optimal solution to a problem obtained using simplex algorithm is unique or not?

3. Linear programming is one of the most frequently and successfully employed Operations Research techniques to managerial and business decisions. Elucidate this statement with some examples.

4. Describe the transporation problem and give its mathematical model. Explain, by taking an illustration, the North-West Corner Rule, the Least Cost Method and the Vogel’s Approximation Method to obtain the initial feasible solution to a transportation problem. Discuss the various methods of finding initial feasible solution of a transportation problem and state the advantages, disadvantages, and areas of application for them.

8. What is a replacement problem? Describe some important replacementsituations and policies. Briefly explain the costs which are relevant todecisions for replacement of depreciable assets. Illustrate their behaviour andexplain how the optimal time for replacement of an asset can be determined.

9. What kinds of decision-making situations may be analysed using PERT andCPM techniques? State the major similarities between PERT and CPM. Underwhat circumstances is CPM a better technique of project management thanPERT? A construction company has received a contract to build an officecomplex. It has frequently engaged itself in constructing such buildings.Which of the two network techniques, PERT and CPM, should in your opinion,be employed by the company? Why?

10. Describe the steps involved in the process of decision making. What are payoffand regret functions? How can entries in a regret table be derived from apay-off table?

11. What do you understand by Markov processes? In what areas of managementcan they be applied successfully? What do you understand by transitionprobabilities? Is the assumption of stationary transition probabilities realistic,in your opinion? Why or why not?

12. Explain how the probability tree helps to understand the problem of Markovprocesses. Explain the method of calculation of ending up in each absorbingstate when a chain beings in a particular transient state. What isfundamental matrix of Markov chains? What does it calculate?

13. What is simulation? Describe the simulation process. State the major tworeasons for using simulation to solve a problem. What are the advantages andlimitations of simulation? ``When it becomes difficult to use an optimizationtechnique for solving a problem, one has to resort to simulation’’. Discuss.``Simulation is typically the process of carrying out sampling experiments onthe models of the system rather than the system itself.’’ Elucidate thisstatement by taking some examples.

15. What is the difference between qualitative and quantitative techniques offorecasting. When is a qualitative model appropriate? Briefly discuss theDelphi method of making forecasts.

16. a) How do you distinguish between resource leveling and resourceallocation problems? State and explain an algorithm for resourceallocation.

b) Explain the following as they are used in PERT/CPM(i) Beta distribution, and (ii) Budget over-run.

18. What is a `game’ in game theory? What are the properties of a game? Explainthe ``best strategy’’ on the basis of minimax criterion of optimality. Describethemaximin and minimax principles of game theory.

19. Explain the steps involved in solution to dynamic programming problems.Explain the following in the context of dynamic programming:(a) Stages(b) States(c) Pay-off function(d) Recursive relationship

General mgmt

REBRANDING MCJOBS

As with most fast-food restaurant chains, McDonald’s needs more people to fill jobs in its vast empire. Yet McDonald’s executives are finding that recruiting is a tough sell. The industry is taking a beating from an increasingly health-conscious society and the popular film Supersize Me. Equally troublesome is a further decline in the already dreary image of employment in a fast-food restaurant. It doesn’t help that McJob, a slang term closely connected to McDonald’s, was recently added to both Merriam-Webster’s Collegiate Dictionary and the Oxford English Dictionary as a legitimate concept meaning a low-paying, low-prestige, dead-end, mindless service job in which the employee’s work is highly regulated.

McDonald’s has tried to shore up its employment image in recent years by improving wages and adding some employee benefits. A few years ago it created the “I’m loving it” campaign, which took aim at a positive image of the golden arches for employees as well as customers. The campaign had some effect, but McDonald’s executives realized that a focused effort was needed to battle the McJob image

Questions

1. Discuss McDonald's current situation from a human resource planning perspective.2. Is McDonald's taking the best approach to improving its employer brand? Why or why not? If

you were in charge of developing the McDonald's employer brand, what would you do differently?

3. Would “guerrilla” recruiting tactics help McDonald's attract more applicants? Why or why not? If

so, what tactics might be effective?

Strategic Mgmt

EXERCISING STRATEGIC AND OPERATIONAL CONTROLS AT iGATE GLOBAL SOLUTIONS

The Bangalore-based iGATE Global Solutions is the flagship company of iGATE Corporation, a NASDAQ-listed US-based corporation. Known earlier as Mascot Systems, it was set up in India in 1993, to offer staffing services. It acquired business process outsourcing (BPO) and contact centre businesses in 2003, making it an end-to-end IT and ITES service provider. Its service portfolio includes consulting, IT services, data analytics, enterprise systems, BPO/BSP, contact centre and infrastructure management services. iGATE has over 100 active clients and centres based in Canada, China, Malaysia, India, the UK and the US. Chairman, Ashok Trivedi and CEO Phaneesh Murthy, an ex-Infosys IT professional and their partners hold a major stake, with some participation by institutional and public investors. The revenues for 2006-2007 are over Rs. 805 crore and net profits, Rs. 49.6 crore.

The corporate strategies of iGATE are offering integrated IT services and divesting the legacy IT staffing business and possibly making acquisitions in the domain expertise for financial services businesses. The business strategy is focused differentiation based on the focal points of testing, infrastructure management and enterprise solutions. The competitive tactic is avoiding head-on competition with the formidable larger players in the industry by carving out a niche. The business definition is serving large customers and staying away from sub-contracting work.

Questions:

1. Analyse the iGATE case to highlight how it could apply some of the strategic controls such as premise control, implementation control, strategic surveillance and special alert control.

2. Analyse and describe the process of setting of standards at iGATE.

3. Give your opinion on the effectiveness of the role of reward system in exercising HR performance management at iGATE and suggest what improvements are possible, given the environmental conditions in the IT/ITES industry in India at present.

SUBJECT: RETAIL MANAGEMENTTotal Marks : 80Please study the following cases carefully and answer the questions, briefly. Give reasons foryour answers.CASE – 1 (14 Marks)E-BAYThe concept for eBay was born during a conversation between Pierre Omidyar and his wife, an avidPez collector. (She currently has a collection of more than 400 dispenses.) She commented to Pierrehow great it would be if she were able to collect Pez dispensers and interact with other collectors over

the Internet. As an early Internet enthusiast, Pierre felt that many People like his wife needed a placeto buy and sell unique items and meet other users with similar interests. He started eBay in 1995 tofulfill this need.Luckily for Pierre Omidyar, he was living in Silicon Valley when he got the idea for eBay. IfOmidyar’s family had been living in France, his idea never would have gotten off the ground. It’s nota lack of venture capital or Internet audience in France that would have stopped him; it was the law at

1. What are the advantages and disadvantages from the buyer’s and seller’s perspectives ofpurchasing merchandise through Internet auctions like eBay?2. Will a significant amount of retail sales be made through Internet auctions like eBay in the future?Why or why not?3. What are eBay’s competitive advantages? Will it be able to withstand the competition from otherauction sites like Yahoo! And Amazon’s auctions?

CASE – 1 THE POSITIONING APPROACH OF HIGH-END JEWELRY STORES

Some industry experts strongly believe that retailers have contributed to an increasing confusion in the positioning of jewelry: “The mass merchants have gone class by making diamonds more affordable to all the income stream, and the upscale merchants have reached down to the masses a bit.”

The blurred positioning of diamond jewelry can be seen by reviewing the sales approaches by retail firms as disparate as Wal-Mart (www.walmart.com), department stores, and Tiffany (www.tiffany.com). Wal-Mart, a chain more associated in buyers’ minds with the sale of inexpensive housewares and clothing, is now leading seller of diamonds costing about $100 or so. Department stores also tend to sell a wide range of popularly priced jewelry to a broad-based market. Tiffany has recently broadened its appeal (and moved somewhat downscale) by opening more stores at mall locations, introducing a Web site, and promoting items ranging in price from $200 to $100,000. Why? A Tiffany spokesperson says, “We believe advertising a wide range of price points helps build long-term relationships with people, including those who merely aspire to be Tiffany customers. In response, a critic of Tiffany’s mass market shift asserts that “by making itself accessible to the lower end, Tiffany has watered down what was once a truly exclusive brand—and there’s no going back.”

Questions:

1. Develop a positioning chart for jewelry. Include Wal-Mart, Tiffany, and department stores with jewelry departments, on the chart. Explain your choice of axes, as well as each store’s positioning.

2. Do you agree that the events described in this case are contributing to the blurred positioning of jewelry retailing? Explain your answer and its ramifications.

3. What are the pros and cons of Tiffany selling items priced as low as $200?

4. As a jewelry shopper, how would you expect the total retail experience to differ in Wal-Mart, department stores, and high-end retailers?

RETAIL MANAGEMENT

CASE STUDY 1

Movie Merchandising: Is there a market for it?

Introduction

Bollywood industry is exploring new vistas of revenue. From overseas distribution, ramp shows to selling merchandise related to movies are used to mobilize the collections. This phenomenon is not new to the film industry. Holly wood movie like star wars was able to sell $9 billion worth of merchandise Indian films are not behind the competition. They just adopted the success formula of Hollywood. The recent movie “Ghajini” sold its merchandise and had its own gaming software.

What is movie merchandising?

Selling the dolls, masks, key chains, kid’s bags, and apparels bearing a movie name to the public is known as movie merchandising. Fans of a particular actor or actress buy this merchandise. Move merchandise helps a film maker in many ways. First, it helps company to recover production costs by giving merchandising license. These days’ bollywood movies are giving merchandise license well before its release. This will ensure guaranteed revenue for the production house irrespective of success or failure of the movie. ‘Sawariya’ though a flop in the box office, was able to recover their cost through

selling merchandise. Secondly, Movie merchandise provides word of mouth communication to film before and after its release.

Question

Question 1 Do you think that people will buy merchandise related to movies? It yes please mentions the reasons.

Question 2:- Suggest ways to overcome from piracy problems in movie merchandising?

Question 3:- Suggest new type of merchandise that film producers can bring it to the market?

Question 4:- Are you aware of Hollywood movie merchandise? If yes specify how they are different from bollywood merchandise. Do you think that Indian consumer buy Hollywood merchandise?

CASE 1 Rainforest Café: A Wild Place to Shop and Eat

Steve Schussler the first Rainforest Café in the Mall of America, the largest enclosed mall in the worlds,

in 1994. Before opening this unique retail store and theme restaurant, Schussler tested the concept for

12 years, eventually building a prototype in his Minneapolis home. It was not easy sharing a house

with parrots, butterflies, tortoises, and tropical fish, but Schussler’s creativity resulted in a highly

profitable and fast-growing chain.

In 1996, the Rainforest Cafés (www.rainforstcafe.com), located in Chicago; Washington, DC;

Fort Lauderdale, Florida; and Disney World in Orlando, Florida, in addition to the Mall of America in

Minneapolis, Minnesota, generated $48.7 million in sales and $5.9 million profits. They offer a unique

and exciting atmosphere, with state-of-the-art décor and animatronics that recreate a tropical rain

forest in 20,000 to 30,000 square feet. The cafés are divided in to a restaurant seating 300 to 600

people and a retail store stocking 3,000 SKUs of unique merchandise.

Retail merchandise accounts for 30 percent of the revenues generated by the cafés. Most

theme restaurants stock fewer than 20 SKUs. At Rainforest, the merchandise emphasizes eight

proprietary jungle animals featured as animated characters in the restaurant. They include Bamba the

gorilla, Cha Cha the tree frog, and Ozzie the orangutan. In addition to stuffed animals and toys, the

characters are utilized on clothing and gifts and in animated films and children’s books.

DISCUSSION QUESTIONS

1. What is Rainforest Café’s retail offering and target market?

2. Were malls good locations for Rainforest Cafés? Why or why not? What would be the

best location types?

3. Many retailers have tried to make their stores more entertaining. In a number of

cases, these efforts have failed. What are the pros and cons of providing a lot of

entertainment in a retail store or restaurant?

Retail ManagementN. B : All Questions are Compulsory.Q.1) What is the purpose of developing a formal retail strategy? How would a strategic planbe Used by a college book store? (10 Marks)Q.2) Do you believe that customer service in retailing is improving or declaring, if yes, whyand If no why? (10 Marks)Q.3) What are the expected and augmented value chain elements for the following retailers.(15 Marks)a) Fast food restaurantsb) Motelc) Local pharmacyQ.4) What do you understand by service retailing. Explain the unique aspects of serviceRetailing with suitable examples. (10 Marks)Q.5) Explain the wheel of retailing. Is this theory applicable in today’s context. Why orwhy not? (10 Marks)Q.6) Compare a single channel and a multi-channel retailing. State the advantages andDis-advantages also. (10 Marks)Q.7) a) Explain non-store retailing with example (10 Marks). b) Explain the 30 days rule for direct marketers.Q.8) Explain the characteristics of retail training meth

SUBJECT : RISK & SAFETY MANAGEMENTCOURSE : Total Marks : 80N.B : 1) All questions carry equal marks.2) All questions are compulsory.Q1) Write short notes (any two) (10 Marks)a) Investment Alternativesb) Mutual Funds as form of effective Indirect Investingc) Securities Market Is the BattlefieldQ2) Explain briefly the Guidelines for Investment Decisions. (10 Marks)Q3) Define Portfolio Management Framework and explain its features (10 Marks)Q4) Explain in brief the Portfolio Theory .Discuss The Benefits of Diversification (10 Marks)

Q5) Discuss the features of Industry Analysis. (10 Marks)Q6) Explain in brief Equity Valuation and its application. (10 Marks)Q7) Explain in brief Financial Statement Analysis: The Information Maze. (10 Marks)Q8) What is Company Analysis. Discuss the process of Establishing the ValueBenchmark. (10 Marks

SUBJECT : RISK & INSURANCE MANAGEMENTTotal Marks : 80N.B. : 1) All questions are compulsory2) All questions carry equal marks.Q-1) Amitabh made a proposal to an insurance company for an insurance policy on his life for Rs80,000. He truthfully answered all questions on the proposal form and disclosed all relevantsfacts. A few days later but before the proposal was accepted, Amitabh was taken ill withpneumomia. The proposal was accepted by the company the next day. Two days afterAmitabh died of pneumonia and the company learnt for the first time of his illness. Is theinsurance company liable to make payment?Q-2) Bapu took a life insurance policy from an insurance company on his life. While, making theproposal of insurance, Bapu in replay to a question asking whether all previous proposals on hislife were accepted by insurers at ordinary rates, he replied that he was insured with twoinsurance companies at ordinary rates, but omitted to disclose that his proposal for insurancewas declined by two other insurance companies. Bapu dies and his legal representativeclaimed the insurance money. Is the insurance company liable to pay?Q-3) After the decision to allow brokerage firms was announced, many Indian and foreign firmsexpressed their interest in entering the Indian Insurance market. HSBC Bank announced itsintention to set up an insurance brokerage firm in India. The Tatas also planned to enter theinsurance brokerage business. Focusing on both corporate and retail clients (reportedly througha strategic partnership with the Hong Kong based Jardine Matherson group). As marketing,distribution and technical superiority were expected to be the decisive factors for success in theIndian Insurance sector in the future, the new players seemed to have a good chance with thegrowing popularity of new distribution channels in the Indian insurance market, private

insurance hoped to effectively leverage the strengths of the new distribution channels

Question for discussion :-1) Discuss the evaluation of the Indian Insurance industry over the decades. Why is thepenetration of insurance products in India much lower than in the other parts of the world?Analyze.2) Examine the bancassurance agreements that were entered into by various insurancecompanies in India in the early 21st Century. Why did bancassurance become popular as adistribution channel for insurance products? Discuss.3) Examine the various channels of distribution in the insurance industry besides bancassuranceand discuss their distinguishing characteristics by comparing and contrasting them critically?Will the importance of individual agents as distributors of insurance products decreaseovertime? Discuss.4) On 1st April 1995 B takes

Risk Management

Part One:Multiple Choices:1. It represents the owner’s stake in the bank & it serves as a cushion for depositors & creditors tofall back in case of losses.a. Capitalb. Reserve & Surplusc. Depositsd. Borrowings2. This involves evaluating whether a bank has sufficient liquidity depends in large measure onthe behavior of cash flows under the different conditions.a. The maturity ladderb. Alternative Scenariosc. Measuring liquidity over the chosen time framed. Assumptions used in determining cash flows3. This is the risk of adverse deviations of the mark-to-market value of the trading portfolio, dueto market movements; during the period required to liquidate the transactions.a. Market Riskb. Liquidation Riskc. Market liquidity Riskd. Credit & counterparty Risk4.__________ is buying or selling an asset only for the purpose of making profit from movementof the asset price over a period of time.

a. Arbitrageb. Derivativesc. D-mat accountd. Speculation5. A combination of spot & forward transactions is called a ___________a. Advancesb. Foreign billsc. Swapd. LoansExamination Paper: Risk ManagementIIBM Institute of Business Management 26.__________ Money refers to placement of funds beyond overnight for periods not exceeding 14days.a. Call moneyb. Notice moneyc. Term moneyd. None7. A short-term debt market paper issued by corporate, with a maximum maturity of 1 year.a. Treasury Billsb. Certificates of depositc. Repod. Commercial paper8. It refers to the ability of a business concern to borrow or build up assets, on the basis of a givencapital.a. Leveragesb. Confirmationc. DVPd. Volatility9.__________ Limits are kept in place to protect the bank from credit risk.a. Exposure ceilingb. Stop-lossc. Organizational controlsd. Limits on trading positions10. RAROC stands for _____________________.Part Two:1. Differentiate between options & Forward contract.2. Write down the steps which are taken by RBI to encourage the derivative market.3. What is Basic indicator Approach (BIA)?4. Write a short note on profitability in Indian Banks.END OF SECTION A

Section B: Caselets (40 Marks)

Caselet 1Everybody Bank was set up with a registered office at Gwalior in 1995-96 by a leading financialorganization, when the government liberalized its policies and allowed private sector banks tooperate. The branch at Gwalior was established on November 13, 1995. Everybody bank was the

first private sector bank to commerce its operations at Gwalior. The bank had the advantage ofbeing the first and got good business. Subsequently, other private sector banks also opened theirbranches in Gwalior. Dinesh joined the branch as branch head in june-1998. His focus was toretain the leadership of the bank with improved profitability. He adopted a multi-programmedstrategy which yielded good results during the three years of working. The bank not onlycontinued to be a leader in private sector banks but also established nationalized banks. In 2001, itstood to the State Bank of India. Profitability also improved during these years.Dinesh had joined Everybody Bank in 1997, after serving more than 20 years in a leadingnationalized bank. After serving for 1.5 years in other branches, he was posted at the Gwalior’sbranch as the Branch head in June 1998. The new generation of banks was setup with a clearfocus on the corporate sector during its initial phases. The Gwalior branch of everybody bank alsohad the same focus with 85 percent of total advances in the corporate sector and a residual 15percent in the retail sector. Gradual opening up of the economy, and increasing competition,forced the corporate sector to improve the quality of services and to reduce the cost. In its search,the interest component gained focus and the corporate started looking for avenues to mobilize lowcost funds. RBI also gradually reduced the bank rate resulting in reduction of the margin of profit,in the banks.The deposits of the Gwalior branch consisted of high cost funds, namely, certificate of deposits atthe rate of 13-14 percent. The need of the hour was to collect the resources; therefore, allresources were tapped irrespective of their costs. Considering the reduction in the margin ofcorporate sector, the bank changed its focus from the corporate to the retail segment. It came upwith the portfolio of schemes in the housing loans, car loans, educational loans, loan againstdemat shares and personal loans. It resulted in the increases of the share of retail segment from 15percent to 50 percent and corresponding reduction in the corporate segment from 85 percent to 15percent. The strategy resulted in the improvement of the margin of the bank to a level of 3-4 percent.Another strategy adopted by the bank, with a view to reduce the cost of resources, was toconcentrate on saving bank account and current account. With a view to tap the low cost funds,the strategy adopted was to setup a network of branches in various cities. In 1998, there was onlyone branch in the city and by the end of 2001 the number of ATMs across the city. The number ofATMs increased from one to five by 2001. They also came up with services like mobile banking,internet banking etc.Another important step taken by Dinesh in this direction was established high service standards.The complaints from the customers were taken up seriously. Also, schemes of performanceExamination Paper: Risk ManagementIIBM Institute of Business Management 4linked increment/bonus were adopted. The performance expectations of the management werehigh. The bank also focused on all the areas of administrative cost very reduction. In thisdirection the staff requirement was reviewed and the class four positions were reduced. Thearrangements with taxi operators: courier service companies were renegotiated for reducing thecost. For example, the courier cost per package was reduced from Rs. 30 to Rs. 15. Theexecutives voluntarily decided to travel in the economy class and do not during the night, so as toavoid overnight stay charges. Although the not, the overtime allowances was permissible, but inorder to reduce the cost, the practice of payment of overtime was stopped. These strategiesresulted in saving of the bank, from Rs. 4.2 crores in 1998, to cover Rs 20 crores in 2001. totaldeposits increased during these three years from Rs. 112 crores to 200 crores.The assets of the bank had increased from 100 crore in 1998 to 267 crore in 2001. in addition to

this, 65 crores were sanctioned in a non-fund limit. Dinesh also concentrated on improving thequality of assets. The proactive approach of Dinesh resulted in the leading position of the branchduring his tenure of three years as the bank, i.e. , business per employee was the highest amongstall the 65 branches of the bank and on the basis of profit per employee, the branch was rankedthird. Achievements of Dinesh were appreciated by the management in the meeting. Afterreturning to his headquarters, sitting in his chamber he has wondering as to what should be hisfuture plan of action for further growth.Questions:1. Critically analyze the strategies adopted by Dinesh to retain the leading position.2. What additional steps Dinesh could have taken to improve the profitability?

SECTION I

Note: Contains one case.Each question carries ten marks.All questions are compulsory.

a. The safety practices encountered on construction sites are as varied as the sites

themselves. All construction sites have their own unique aspects of safety, which must be

considered. Larger construction projects generally are better organized from a safety

standpoint. These types of projects are often high profile. The companies involved in such

visible construction projects have reputations to uphold as well as safety records to

maintain; they are generally better prepared to manage the safety aspects of a project.

Almost all of the larger construction firms have a full time safety director or at least one

person who is responsible for the company's safety program.

Questions:

1. What are the aspects of Safety Management you will discuss in the tool box

meetings?

2. What are the differences in running safety management systems for large sized

projects and medium sized projects? Outline the procedures that govern SMSs in

such projects.

3. You have understood the need for change in your construction site SMS. Make

a detailed report on how you will go about implementing changes, and which

aspects of SMS you will touch in while implementing these changes.

What are the challenges involved in implementing these changes you may

encounter.

4. What are the incentives you may possibly get if such an SMS is implemented

successfully? Note that incentives may not necessarily create wealth for you, they

may or may not lead to financial gains as well.

Sales & Distribution___________________________________________________________________________1. What do you mean by distribution management? Explain the need for distribution channels withsuitable examples.2. What is sales organisation? Discuss the different types of sales organisation structures.Ashok Desai, a post graduate in MBA-Marketing was transferred from western region, where heworked as Area Sales Manager of CG Engineering Company, to eastern region as RegionalManagerIndustries.He was told by the company’s General Manager (Sales) that he was transferred from western region toeastern region to set things right, as eastern region was not performing well on sales and profits.Ashok’s main responsibilities were to manage effectively 11 sales engineers and achieve the sales volumeand net profit quotas. For Ashok not only the industrial customer’s but also the sales engineers of easternregion were new. The sales engineers were compensated based on straight salary and perquisites likehouse rent allowance and medical reimbursement. There was no incentive scheme. The territory ofeastern region consisted of states of West Bengal, Bihar, Assam and Orissa.Ashok felt that the salesengineers were not covering the market adequately and were not following any system of routing andscheduling. He also thought that salespeople were spending more time in travelling and less time in sellingactivities. After talking to sales engineers individually, he got an impression that most of them were notmotivated, as they were not given adequate freedom of operations and recognition whenever they gotgood orders.3. If you were Ashok Desai, what would you do to achieve superior results in terms of sales and netprofit as expected by the General Manager (Sales)?

4. Shakti Masala is a market leader in spices in North India and is planni

Sales and Distribution Management


„h This section consists of Multiple Choice questions & short note questions.

„h Answer all the questions.

„h Part one questions carry 1 mark each & Part Two questions carry 5 marks each.

Part One:

Multiple Choices:

1. Out of the following which gap arise when the sales force does not have the required knowledge, skills or capabilities to become successful on the Job.

a. Knowledge gap

b. Capability gap

c. Methods gap

d. Training gap

2. This method is used by the trainers to present more information in a short time to a large number of participants

a. Lecture

b. Demonstration

c. Group discussion

d. None

3. It improves on traditional computer based training by making the information available to the salesperson immediately and in a personalized manner.

a. Distance Learning

b. Interactive Multimedia Training

c. Mentoring

d. Electronic Performance Support System

4. These are preprogrammed computer packages, and are based on reality

a. Role Playing

b. Case Studies

c. Simulation Games

d. Job Rotation

5. The responsibility which include dealing with stakeholders with fairness impartiality and equality is known as

a. Ethical Responsibilities

Examination Paper of Sales Management

IIBM Institute of Business Management 2

b. Legal Responsibilities

c. Economic Responsibilities

d. Voluntary Responsibilities

6. They are the shopkeepers who set up shops

Caselet 1 Swish flow Ltd. - Hiring Salespeople “Why two out of five salesperson have resigned within six months of joining the company/” asked marketing director to the sales manager, Sunil Kumar of Swish flow Ltd. “I think, there is something wrong with our staffing process, “responded Sunil Kumar, without knowing the real reasons for the turnover of salespeople. Swish flow Ltd started manufacturing and marketing consumer durables like fans and water purifiers for household consumer’s commercial firms in 1993. The sales and marketing office was located in Mumbai, the commercial capital of India. Swish flow was a newly established company and for its first year of operations, the company decided to recruit five salesperson to cover major metros and cities of Maharashtra. The staffing process included the sales manager deciding the job qualifications salespersons based on what he learnt in the MBA programme. The administration manger was asked to place the advertisement in the local newspapers. The resumes of applicants were forwarded to Sunil Kumar, who screened the same and sent interview calls to about ten applicants. The interviews were conducted by Sunil Kumar and the marketing director and the selected candidates were given the appointment letters. Some of the candidates had a problem of finding suitable residence, but the company policy did not provide any consideration for he3 same. Sunil Kumar conducted one-week training programme and generally guided the new salesperson, who reported to him directly. There was a delay in the receipt of the fans from the factory, located at Baroda in Gujarat. During this period of three months, Sunil Kumar was asked to conduct market surveys and look after advertising function of the entire group. He asked the salespersons to collect market information on various other products like water purifiers, power tillers, and so on in which the group was interested to diversify. During this period, two salespersons suddenly stopped coming to work, after collecting their salaries of the previous working month. Questions: 1. What improvements do you suggest in the staffing process followed by the company?

2. Was Sunil Kumar right in getting market surveys done by the new salesperson?

Caselet 2 Snow White Paper Company is located in an agricultural belt about 300 kilometers from a metro city. The company is into writing and printing papers. Its primary raw material is wheat straw. Last

Sales Management (spz.)N.B: 1} Attempt all the questions2} All Questions Carries equal Marks_____________________________________________________________________________Case 1: (Marks 20)To say that I am exceedingly upset by what I witnessed in one of our dealer's offices. The other day wouldbe a gross understatement. I saw one of our sales representatives, trying to sell to a dealer and he did notknow what he was talking about. He could not answer some of the simplest questions of the dealer aboutour product and kept saying that he would find out the answer from the head office. Needless to say hedidn't make the sale. "Since the personal lall up was Mr. Prakash, President of the Polanis ComputerCompany, Basant Mehta, the newly hired sales manager for the company, decided he had better headMarch. Basant nodded and asked "Is this representative of the entire sales force or an isolated case?" "Mr.Mehta that's what am paying you to find out and do something about."

As Basant walked back to his new office to deal with a multitude of other sales operation problems he saidhis task unfolding as two major activities.

(i) to determine how much the present sales

Questions:(a) How can Basant determine how much the sales representatives know about the product and itsapplications?(b) How should he plan to develop the desired degree of expertise among sales people?

Sales Management


Part One:Multiple Choices:1. Sales executives have responsibilities for coordination which involvesa. Individualb. The organizationc. The companyd. None of the above2. Who researched buyer-seller Dyads in the Life Insurance businessa. Hanri Tosib. McMurryc. Arnoldd. Franklin Evans3. Formula for calculating Gross Margin isa. Sales – Cost of salesb. Gross profit – Cost of salesc. Sales – Expensesd. None of the above4. Coach- and – pupil method isa. Company Informationb. Sales Techniquec. On – the – just Trainingd. Both (a) & (c)5. Term in which ratio measures the effectiveness of sales personnel in securing ordera. “Lowering Average”b. “Batting Average”c. “Multiple Average”d. None of the average6. District sales manager and planning report is calleda. Manager planb. District planc. District sales plan

d. None of the above7. Numerical expression indicating the degree to which one or more factor associated with a givenproducts demand isa. Sales Indexb. Product Indexc. Market Indexd. Company Index8. Event that strengthens the buyers tendency to make a particular response is calleda. Reinforcement

Section B: Caselets (40 marks)

Caselet 1Allen Specialty Company, located in Detroit, Michigan, manufactured a line of Ballpoint pens, andmechanical pencils and, in the past five years, had added a line of stationary. Allen products were sold tostationary and office supply wholesalers and retailers, as well as to department stores, discount houses,drugstores, variety stores, and supermarkets. A field sales force of eighty-two persons operated out of sixdistrict sales offices. Allen management believed that a critical factor in the company’s sales success wasthe coordination of its national advertising and the activities of Allen salespeople and dealers.The sales promotion program was the responsibility of the sales promotion manager, Jack Biggerstaff,and his staff, in conjunction with the sales planning committee at Allen headquarters in Detroit. The salesplanning committee consisted of the managers of merchandising, advertising, and marketing research.The sales promotion plan, for both new and existing products, described objectives; roles of salespersonsand dealers; anticipated sales; the national, local, and trade advertising; and point-of-purchase displays,deals, premiums, and contest offers.With approval of the sales promotion plan by the sales planning committee and the sales promotion

1. Evaluate the Allen Specialty Company’s organization and plan for coordinating sales andadvertising?2. How should Biggerstaff answer Halloram’s complaint?

SALES FORCE & STRATEGIC MANAGEMENTCOURSE: ADMM Total Marks: 80CASE - 1 (20 Marks)What sales force strategy your company deploys impacts your life profoundly and on a daily basis. Asales force expansion, for instance, means you will have a smaller territory along with lostrelationships and accounts, not to mention a potential blow in your ability to make money, or on abrighter note that district manager promotion position you’ve longed for. If your company signs up acontract sales organization, you may lose the privilege of being the only one to call on your top

physicians and accounts. A co-promotion agreement, depending on the terms of the deal, could meanyou have to synch your call activity with your co-promotion counterpart. Because of the immediatebearing of those decisions on your everyday life, you owe it to yourself to understand what HQ goesthrough when articulating and deploying a sales force strategy. This article starts off with adiscussion on the elaboration of a sales force sizing strategy. It then describes approaches companiesuse to establish the optimal sales force size. In conclusion, it discusses current research issues relatedto the indirect impact of promotion (e.g. spillover) and the translation of a sales force strategy into acall plan.The quintessential question of the sales force strategy is deceptivel

Questions How can increase or decrease of sales force effect business at micro level?

SAP Consultancy

Section A: Objective Type (20 marks)This section consists of Multiple Choice Questions• & True/False.Answer all the Questions.•Each question carries 1 Mark.•Part one:Multiple choices:1. Which feature or element not found on every screen of the SAP application window?a. Title barb. Central work areac. Standard toolbard. None of the above2. SAP Easy Access Screen contains a set of folders called________________.a. Favorites Menub. System Menuc. Environment Menud. Standard Toolbar3. What will be display when the system shortcut menu icon clicked?a. Service orderb. Short menu of commandc. System menud. Small application bar4. How much buttons contain in application toolbar for issuing commands that are related tothese screen elements?a. 6b. 7

c. 8d. 95. The ____________allows to adjust the size & shape of the application window by clicking &dragging it into a new position.a. Frame grabberb. Panelc. Framesd. Selection box6. What will be highlight when a selection box is clicked?a. Selected boxb. Object codesc. List icond. Frame

1. What is SAP R/3?2. Explain “Central Work Area”

3. How many formats of Data entry field appears on initial screen?4. Define Plant Maintenance.

Section C: Long Questions (30 marks)

Attempt any 3 Questions.•

1. How can you change the names of folders & links in your favorites folders at any time?2. How can you use keystrokes to execute commands on objects in your favourites folders?3. How to customizing the SAP easy access screen?4. What is a procedure to filtering a line item report? Explain with example.

5. With the help of proper diagram explain the steps use to customizing with the new visualdesign command.6. Explain the elements which are found on every screen of the SAP application window.

Subject: SAP Management (Spz.)

_____________________________________________________________________________

1. Write a comprehensive note on SAP Net weaver & ECC? Marks-10

2. Each question carried 3 Marks:-

a.) How Does SRM’s tight integration with PLM benefit your SRM users?

b.) How does SAP CRM maximize your profitability?

c.) Does security restrict acess in Query reporting?

d.) What do you mean by year dependent in fiscal year variants?

e.) What are posting keys? State the purpose of defining posting keys?

f.) What are the Steps in consignment processing?

g.) What is SAP Net weaver’s Rapid installer?

h.) What is core value of SAP xApps?

i.) How does SAP KW support searching?

j.) How will be the Ticket process flow happens in a Production support project?

k.) What is document type, and what does it control? Examples.

l.) What is chart of account and how many charts of accounts can be assigned to a company

m.) What does Field status group assigned to a GL master record controls?

n.) How is case used in SAP?

3. In your own organization, research how many repositories or “ system of records’ of master data you

Services MarketingSection A: Objective Type (30 marks)This section consists of Multiple choices/Fill in the blanks/True-False• & Short notes typequestions.Answer all the questions.•Part One questions carries 1 mark each• & Part Two questions carry 5 marks each.Part One:Multiple Choices:1. The extent to which customers recognize and willing to accept this variation is called:a. Zone of toleranceb. Zone of fitnessc. Zone of acceptanced. None of the above2. SERVQUAL is used to measure service quality. (T/F)3. SWICS stands for………………………………………………………………………………4. Real /perceived and monetary/non monetary costs are termed as switching costs.(T/F)5. TARP stands for ……………………………………………………………………………….6. If the direct cost be ‘a’, overhead cost be ‘b’ and profit margin be ‘c’ then the cost based pricingcan be calculated by:a. a+b+cb. a-b+cc. a/b*cd. None of the above7. If the percentage change in quality purchased be ‘a’ and the percentage change in price be ’b’then elasticity is given by:a. a*b

b. a/bc. a+bd. a-b8. If the actual revenue be ‘a’ and the potential revenue be ‘b’ then the yield can be given by:a. a-bb. a+bc. a/b

Questions:1. How do you think Giordano had/would have to adapt its marketing and operations strategies and tactics when entering and penetrating your country?2. What general lessons can be learned from Giordano for other major clothing retailers in yourcountry?

SHIPPING MANAGEMENT

1. Explain in detail Strengths, Weaknesses, Opportunities and Threats in Shipping Management?

2. Explain in detail Issues affecting maintenance and materials management in shipping?

3. What do you mean by Shipping Pools? Also mention other sources of uncertainty in volatility of earnings?

4. Explain in your words the use of “Information Technology” in the field of Shipping.

5. What do you mean by EDI? Explain with its advantages and disadvantages?

6. Explain in your words various parties involved in the Shipping Industry.

7. Write detailed note on “Maritime Law”

8. Explain in detail Management of Container Terminals?

9. Explain in your words the issues on which Shipowner should commit himself to the nation?

10. Explain hedging with freight futures?

1} Towards the last quarter of 2007 the crude oil prices rose to unprecedented levels approaching $100per barrel. Discuss the impact that a sustained rise in crude oil prices is likely to have on shipping and theglobal economy in both the long and short term.2.} Discuss the advantages and disadvantages of in-house or independent ship operation andmanagement for your fleet.3.} Discuss the following with regard to marine insurance contracts:a) Role and Function of P & I Clubsb) Role of a marine insurance brokerc) Assignment of a marine insurance policyd) Implied warranty of legality4.} Letters of credit are the ‘lifeblood’ of international trade and the different types of letters of credit areof benefit to both the buyer and seller. Explain why you would agree or disagree with the above statementand why the documentary credit system is more popular outside the EU Single Market.5.} Describe how the container terminal interface should be geared in a multimodal transportationsystem. How can good road/rail connections improve the efficiency of terminals? Use examples toelaborate your answer.6.} Explain the importance and benefits of proper inventory management systems for a company and theoptions available to manage the costs together with their limitations and risks.7.} Describe the role of logistics in the context of ‘globalised world’. Answers should cover all modes oftransportation.8.} Cost management is key to business success and shipping is no exception. Identify the cost elementsthat ship owners are able to control and how their cost base may be reduced. Graphs recommended

Six Sigma Green BeltSection A: Objective Type (40 Marks)This section consists of Multiple Choice questions.Answer all the questions.Each question carries 1 mark.Part One:Multiple Choices:1. The primary purpose of a control chart is to:a. Set Specifications and tolerancesb. Compare operations.c. Determine the stability of a process.d. Accept or reject a lot of material2. When a control chart is used on a new process, capability can be assessed at which of the followingtimes?a. Before the chart is first startedb. After the first ten points are plottedc. When the plotted points hug the centerline

d. After the process is shown to be in control3. Precision is best described as:a. A comparison to a known standardb. The achievement of expected outgoing qualityc. The repeated consistency of resultsd. The difference between an average measurement and the actual value4. The overall ability of two or more operators to obtain consistent results repeatedly when measuringthe same set of parts and using the same measuring equipment is the definition of:a. Repeatabilityb. Precisionc. Reproducibilityd. Accuracy5. Which of the following conditions must be met for a process to be in a state of statistical control?a. Most of the product out by the process is in specification.b. All subgroup averages and rang are within control limits.c. All variation has been completely removedd. Previously optimal process settings are used.

SOFTWARE PROJECT MANAGEMENTN. B: Attempt any four questionAll questions carries equal marks1. You have been appointed a Project manager for a major softwareproducts company. Your job is to manage the development of the nextgeneration version of its widely used word-processing software. Becausenew revenue must be generated, tight deadlines have been established andannounced. What team structure would you choose and why? Whatsoftware process model(s) would you choose and why?2. You have been asked to develop a small application that analyzes eachcourse offered by a university and reports the average grade obtained in thecourse (for a given term). White a statement of scope that bounds thisproblem.3. Use the COCOMO II Model I to estimate the effort required to buildsoftware for a simple ATM that produces 12 screens, 10 reports, and willrequire approximately 80 software components, Assume average

complexity and average developer/environment maturity. Use theapplication composition model with object points.4. Develop a spreadsheet model that implements one or two of theestimation techniques described in this chapter. Alternatively, a acquire oneor more on-line models for software project estimation from web-basedsources.AN ISO 9001 : 2000 CERTIFIED INTERNATIONAL B-SCHOOL5. A system has 12 external inputs, 24 external outputs, fields 30 differentexternal queries, manages 4 internal logical files, and interfaces with 6different legacy systems (6 EIFs). All of these data are of averagecomplexity, and the overall system is relatively simple. Compute FP for thesystem.6. Give at least three examples in which black-box testing might give theimpression that everything’s OK, while white vox tests might uncover anerror. Give at least three examples in which white-box testing might givethe impression that “everything’s OK,” while black-box tests might uncoveran error.

Section:- I All case are Complusory

Case 1 Disaster Recovery at Marshall Field’s (Another Chicago River Story)

Early in the morning on April 13, 1992, basements in Chicago’s downtown central business district began to flood. A hole the size of an automobile had developed between the river and an adjacent abandoned tunnel. The tunnel, built in the early 1900s for transporting coal, runs throughout

the downtown area. When the tunnel flooded, so did the basements connected to it, some 272 in all, including that of major retailer Marshall Field’s.

The problem was first noted at 5:30 A.M. by a member of the Marshall Field’s trouble desk who saw water pouring into the basement. The manager of maintenance was notified and immediately took charge. His first actions were to contact the Chicago Fire and Water Departments, and Marshall Field’s parent company, Dayton Hudson in Minneapolis. Electricity—and with it all elevator, computer, communication, and security services for the 15-story building—would soon be lost. The building was evacuated and elevators were moved above basement levels. A command post was quickly established and a team formed from various departments such as facilities, security, human resources, public relations, and financial, legal, insurance, and support services. Later that day, members of Dayton Hudson’s risk management group arrived from Minneapolis to take over coordinating the team’s efforts. The team initially met twice a week to evaluate progress as the store recovered. The goal of the team was to ensure the safety of employees and customers, minimize flood damage, and resume normal operations as soon as possible. The team hoped to open the store to customers 1 week after the flood began.

An attempt was made to pump out the water; however, as long as the tunnel hole remained unrepaired, the Chicago River continued to pour int

QUESTIONS

1. In what ways are the Marshall Field’s flood disaster recovery effort a project? Why are large-scale disaster response and recovery efforts projects?

2. In what ways do the characteristics of crisis management as described in this case correspond to those of project management?

3. Who was (were) the project manager(s) and what was his or her (their) responsibility? Who was assigned to the project team and why were they on the team?

SOFTWARE PROJECT MANAGEMENTMarks: 80Case Study 1ACE is a premier real estate consultancy involved in real estate dealings for top notch companies in thecountry. As ACE is growing, the support staff at ACE offices is growing in numbers. The management atACE realises the need for dedicated collaboration across its different offices spread across the country. Thehuman resource department at ACE works in a distributed fashion. The Head Office of ACE has the coreHR team and the regional offices have supporting HR staff along with supporting staff like site supervisors,accountants, legal executives and customer support. In all, there are 500 ACE employees spread across thecountry with almost 1500 telephone lines connecting them. The existing emailing system facilitatescommunication and collaboration partially. Keeping in consideration the case above, the management atACE decides to get a software application developed to cater to the collaboration requirement of ACE.

ACE head office has an in-house technical team who have been taking care of the IT requirements till now.This team is known as the ‘Internal System’ in ACE. Mr. Sharma, one of the Vice Presidents in SeniorManagement chose Ms. Mary D’Souza from the Internal System team as the project manager for thisassignment. Ms. Mary needs to co-ordinate with all the regional offices in the country to develop thesoftware. She would need inputs from all offices to decide the functionalities of this application. Thisapplication would integrate the existing email facility and ensure that there are many more features whichsupport the collaboration needs of the organisation.Mr. Sharma briefs Ms.Mary of the above mentioned problem statement and the possible solution. Followedby this, Ms.Mary is instructed to do the needful.

Based on the above case, answer the following questions:1. Prepare a business case2. Draft the feasibility report3. Identify the stake holders involved in this project with their suitable role and responsibilities4. Under what circumstances can Ms.Mary outsource this work?5. Identify few known quality principles/policies that can be implemented while developing thisproject.

Software Project Management (Spz.)N.B: 1} Attempt all the questions2} All Questions Carries equal Marks___________________________________________________________________________1. What is LOC? Explain disadvantage of this method as a measure of size of a software.Compare Halstead’s length and volume measures of size with LOC measure by givingsuitable example.2. What is the use of the following tools in Software Project Scheduling? Also, mention itssignificance:i) WBSii) CPMiii) PERT charts3. Suppose you are developing a software product in the organic mode. You have estimatedthe size of the product to be about 1,00, 000 lines of code. Compute the nominal effort anddevelopment time.4. What is a Software Process? Why it is required to model a software process? List varioustools available for process modeling. Explain any one tool with an example.5. Define term resource in Project Management. What types of resources are required todevelop a software project? Explain the significance of resource allocation phase.6. What is significance and role of Project Closure Analysis in Software Project Management?Write steps to perform closure analysis.7. What is Software Reliability? How it is different from Hardware Reliability?8. Why is it important to track the progress of a project? Explain various monitoring andcontrolling techniques to track the project progress.

Statistical Quality Control

a. 0.76b. 0.48c. 0.64d. 0.16


This section consists of Multiple choice questions & Short Answer type questions. Answer all the questions.Part One questions carry 1 mark each & Part Two questions carry 4 marks each.

Part One:

Multiple choices:

1. If in a hall there are 18 persons then how many handshakes are possible?a. 18*18b. 18*17/2 c. 18*17d. None of the above

2. If the number of trials be ‘n’ and the probability of occurrence be ‘p’ then the standard deviation with respect to np, is given by:a. (np)1/2

b. (np(1-p))1/2

c. (np)1/4

d. (np(1-p))1/4

3. For a biased coin the probability of occurrence of head is 0.4 ,if the coin is tossed twice then the probability of occurrence of at least one head will be:

4. Factorial of 5 equals:a. 60b. 120c. 24d. 5

5. Combinatory of (4,2) equals:a. 12 b. 8 c. 6d. None of the above

Ca se let 1

ADAPTABILITY IN ACTION: A CASE OF RSL

Rajasthan Synthetics Ltd. (RSL) was established in the year 1994 at Bhilwara, Rajasthan to manufacture synthetic yarn with a licensed capacity of 29,000 spindles. Manish Kumar, a Harvard Business School graduate, established RSL with 8% equity participation from Itochu Corporation Japan to manufacture synthetic yarn for shirting, a promising business at that time. The demise of the NTC textile mills was fresh in the minds of the promoters and therefore, state of the art technology imported from U.K., Germany, Japan and France was used in the manufacturing facility. By the time the company started manufacturing yarn the competition in shirting yarn had become fierce and the returns had diminished. The company incurred losses in the first four years of its operations and the management was looking for

opportunities to turn things around. The manufacturing plant started functioning with an installed capacity of 26,000 spindles, a small unit considering yarn- manufacturing industry, in the year 1996 to manufacture synthetic yarn for shirting only. Initially, the major fabric manufactures of India such as Raymonds, Donear, Grasim, Amartex, Siyaram, Pantaloon and Arviva were the main customers of the company and the total produce of the company was sold within the domestic market. These fabric manufactures used to import

Questions:

1. What marketing strategy should RSL adopt to remain competitive in the international market?

2. Has the company taken the right decision to forward integrate and enter into the highly volatile garment market?

STORES MANAGEMENT

Note : (1) Attempt all questions.

(2) All carry equal Marks

Q 1 : Describe Open & Close Store Systems ? When can it be employed?

Q.2 : How does ERP resolve Typical Problems faced by organizations wanting to automate materials management? Describe different reports generated under ERP for use by different functions.

Q.3 : Describe ABC analysis. How is it used to control inventory. What are different stock levels determined to control inventory? How are they calculated?

Q.4 : If proper stores Ledgers are maintained for each material, Bin Cards are not required for stores control. Do you agree? Why?

Q.5 : What measures are required to prevent thefts by outsiders? Would you recommend use of stores manual to train stores employees in safety & security? Why?

Q.6 : Damage to materials can be avoided by proper segregation of materials in the stores. Explain.

Q.7 : What are the requirements for handling, storing and packing materials as issued by international organization for standards under ISO 9000?

Q.8 : Who should manage the scale of scrap? Sales manager or purchase manager? Why?

Strategic Management (re-exam)Note:- 1) Kindly write case study number question number properly2) Attached question papers with answer sheets_____________________________________________________________________Case – 1 WHAT LIES IN STORE FOR THE RETAILING INDUSTRY IN INDIA? Marks-20India is not known as the ‘nation of shopkeepers’, yet it has as many as 5 million retail outlets of allshapes and sizes. Some other optimistic estimates place the number at as high as 12 million.Whatever be the number, India can claim to have the highest number of retail outlets per capita in theworld. But almost all of these are small outfits occupying an average of 500 square feet in size, aged byfamily members, having negligible investment in land and assets, paying little or no tax and known as thekirana dukaan (‘mom and pop’ stores in the U.S. or the corner grocery stores in 41K.). These outlets offermainly food items and groceries — the staple of retailing in India. Customer contact is personal and oneon-one, often running through generations. There are a limited number of items offered often sold oncredit—the payment to be collected at the end of the month. The quality of items is standard, withmoderate pricing.There is great hype about the growth and prospects of organized retailing industry in India. It must benoted, however, that organized retailing constitutes barely 2 per cent of the total retailing industry inIndia, the rest 98 per cent being under the control of the unorganized, informal sector of kirana dukaans.Market research agencies and consultants come up with encouraging forecasts about this segment of theretailing industry. For instance, A.T. Kearney’s Global Retail Development Index ranks 30 emergingcountries on a 100- point scale. Its 2007-ranking places India at number one for the third consecutiveyear, with 92 points, foll owed by Russia and China. The size of the organized retailing industry isestimated at US $8 billion and projected to grow at a compound annual growth rate of 40 per cent to US$22 billion by 2010. Overall, the Indian retailing industry is expected to grow from the current US $350billion to US $427 billion by 2010 and US $635 billion by 2015.The economic environment in the post- liberalization period after

Questions:-1. Identify the opportunities and threats that the retailing industry in India offers to local and foreigncompanies.2. Prepare an ETOP for a company interested in entering the retailing industry in India.

Strategic ManagementSection A: Objective Type (30 marks)This section consists of multiple choice questions & Short notes type questions.Answer all the questions.Part one questions carry 1 mark each & Part two questions carry 5 marks each.Part One:Multiple choices:1. A plan of action designed to achieve a particular goal is:a. Tacticb. Strategyc. Financial benefitsd. None of the above2. It is important to develop mission statement for:a. Allocating organizational resourcesb. Provide useful criteriac. Company creedd. Customer orientation3. The five forces model was developed by :a. Airbusb. Karin Larssonc. Michael E.Porterd. Boeing4. How many elements are involve in developing in an organizational strategy:a. Sixb. Twoc. Fourd. Nine5. The three important steps in SWOT analysis are:a. Identification, Conclusion, Translationb. Opportunities, Threats, Strengthsc. People, Corporate cultures, Labourd. Power, Role, Task

Case let 1National Competitive Advantage of IKEA Group, a Swedish company founded in 1943 with itsheadquarters in Denmark, is a multinational operator of a chain of stores for home furnishing andfurniture. It is the world’s largest retailer, which specializes, in stylish but inexpensive Scandinaviandesigned furniture. At the end of 2005 the IKEA Group of Companies had a total of 175 stores in 31countries. In addition there are 19 IKEA stores owned and run by franchisees, outside the IKEA storearound the world.In Sweden, nature and a home both play a big part in people’s life. In fact one of the best ways to describethe Swedish home furnishing style is to describe nature-full of light and fresh air, yet restrained andunpretentious.To match up the artist Carl and Karin Larsson combined classical influences with warmer Swedish folkstyles .They created a model of Swedish home furnishing design that today enjoys world-wide renown. Inthe 1950s the styles of modernism and functionalism developed at the same time as Sweden established asociety founded on social equality .The IKEA product range –The IKEA product range- modern but nottrendy, functional yet attractive, human-centered and child friendly – carries on these various Swedishhome furnishing traditions.The IKEA Concept, like lots founder, was born in Samaland. This is a part of Southern Sweden where thesoil is thin and poor. The people are famous for working hard, living on small means and using theirheads to make the best possible use of the limited resources they have. This way of doing things is at theheart of the IKEA approach to keeping prices low.IKEA was founded when Sweden was fast becoming an

Questions1. Do you think that IKEA has been successful to utilize Porter’s Five force analysis?Give reasons.2. Where do you think can IKEA improve?

Strategic Management


Part one:Multiple choices:1. These are the plans formulated to achieve strategic goals.a. Tactical plansb. Strategic plansc. Operational plansd. Standing plans

Ans:2. This strategy facilities specialization by establishing a position of overall cost leadership,differentiation, or both, but only within a particular segment, in an entire market.a. Specificb. Focusc. Directived. Differentiation3. This plan basically defines the actions of major departments and other sub-units that are requiredin the execution of a strategic plan.a. Tactical planb. Operational planc. Single-use pland. Long-term plan4. This is a distinctive business or collection of related business, that can be managed relativelyindependent of other businesses within the organizationa. Functional unitb. Department unitc. Organizational unitd. Strategic business unit5. These strategic plans of the organization have a time-frame exceeding five years.a. Short-terms plansb. Single-use plansc. Long-term plansd. Intermediate plansSemester II Examination Papers6. Operational plans are mainly oriented towards issues that usually have a time horizon ofa. About five yearsb. 3 to 5 yearsc. 1 to 2 years

d. One year or less7. These refer to the determination of the purpose and the basic long-term objectives of an

Caselet 1Akash Engineering Ltd. (AEL) had achieved sales of Rs. 3440 lakhs during the year 2004-05 againstsales of Rs. 1209 lakhs previous year. The sales this year were highest ever achieved in the history ofthe company. Profit before interest, depreciation and taxes were Rs. 642 lakhs as against Rs. 81lakhs during the year 2003-04, which showed a tremendous increase (8 times) in profitability of thecompany. Economic indicators were still positive in the coming year for the company.COMPANY SNAPSHOT AEL was established in the year 1963 at Dediyasan management planned to convert the design department as an individual responsible profit centre, todevelop the designs for own business as well as providing consultancy to other businesses. Althoughthe CEO had a great pleasure in announcing that the company had reached a turnover of Rs. 34.4crores but was a little bit apprehensive about the bumpy roads towards the Rs. 150 crores target.

1. If you were appointed as a CEO of AEL, Would you like to go for a separate design division?2. Critically evaluate the future plans of AEL.

SUBJECT:-SUPPLY CHAIN MANAGEMENTTotal marks 80Group ACase 1 (14 Marks )Supply Chain Management at Bose CorporationBose Corporation manufactures audio premium speakers used in automobiles, high-fidelity systems andconsumer and commercial broad-casting systems. Head quartered in Framingham, Massachusetts, BoseCorporation has plants in Massachusetts and Michigan as well as in Canada, Mexico and Ireland. Bosespeakers are the best sellers in Japan, the world leader in consumer electronics. Bose’s competence is inits electronic engineering skills, ‘but the company attributes much of its business success to its tightlycontrolled materials management and excellent Integrated supply chain management.Bose purchases most of its electronic and other components from independent suppliers scattered aroundNorth America, the Far East and Europe. About 50 percent of its purchases are from foreign suppliers

Questions:-1. Briefly present the salient features of the integrated supply chain management system at Bose?

2. Discuss how the strategy development process might work at a company like Bose?3. What should be the relationship between Bose’s supply management strategy and the development ofits performance measurement system?

4. Discuss the importance of quality of purchased components to Bose?

SUB : SUPPLY CHAIN MANAGEMENT

N.B.: 1) Attempt any Four cases

2) All cases carries equal marks.

CASE 1

1. MANAGING GROWTH AT SPORTSTUFF.COM

In December 2000, Sanjay Gupta and his management team were busy evaluating

the performance at SportStuff.com over the last year. Demand had grown by 80

percent over the year. This growth, however, was a mixed blessing. The venture

capitalists supporting the company were very pleased with the growth in sales

and the resulting increase in revenue. Sanjay and his team, however, could clearly

see that costs would grow faster than revenues if demand continued to grow and

the supply chain network was not redesigned. They decided to analyze the

performance of the current network to see how it could be redesigned to best

cope with the rapid growth anticipated over the next three years.

QUESTIONS :-

1. What is the cost SportStuff.com incurs if all

warehouses leased are in St. Louis ? What supply chain

network configuration do you recommend for

SportStuff.com ?

System ManagementSection A: Objective Type (20 marks)This section consists of Multiple Choice Questions and True & False.Answer all the Questions.Each Question carries 1 Mark.Part One:Multiple choices:1. TCP stands for:a. Translate Control Protocolb. Translate Cable Protocolc. Transmission Control Programd. Transmission Cable Program2. Why we do not tap into a 10Base2 or 10BaseT cable in the same way as we tap with 10Base5cable?a. Because the cable is so thin.b. Because the cable is so strong.c. Because the cable is so thick.d. Because the cable is so fat.3. The Ethernet has its roots in an early packet radio network called:a. SMAb. PARCc. RWSd. ALOHA4. ___________is the second major class of Intra Domain Routing protocol.a. Reliable Floodingb. Link Statec. Route Calculationd. Implementation

True & False:1. The sliding window protocol is the best known algorithm in computer networking.2. One of the issues that faces a network designer is how to make this decision in a fairmanner.3. Multicast addresses area used to send messages to subset of the hosts on an Ethernet.4. 802.11 can support collision detection.5. A Network Interface card operates at the Network Layer of the OSI model.6. TCP port 5432 is the well known server part.7. CPU is directly responsible for moving data between two networks.8. Classless inter domain routing is a technique that addresses four scaling concerns in theInternet.9. LAN is a connection oriented packet-switching technology.10. Ethernet addresses are configured into the network adaptor by the manufacturer.

1. What are the benefits of Packet Switching?2. What is an Internetwork?3. What protocols are there in the TCP/IP internet Layer?4. What is difference between Virtual circuit Switching and Cell Switching?Section C: Long Questions (30 marks)This section consists of Long Questions.(word limit 100 words)Each Question carries 10 marks.Attempt any 3 Questions.1. Write a short note on Classless Inter Domain Routing (CIDR)?2. What distinguish a computer network from other type of networks?3. What are the Salient features of Global Internet?4. Distinguish between Reverse-Path Multicast (RPM) and Protocol Independent Multicast?

SUBJECT : TAXATIONTotal Marks : 80N.B. : 1) All questions are compulsory2) All questions carry equal marks.Q1) Write short notes on (Any three)i) Annual Valueii) Assesseeiii) Assessment yeariv) AssessmentQ2) Distinguish between :a) Resident and Non-residentb) Ordinary Resident and non-ordinary Resident?Q3) Discuss the following exemption from Income tax?a) Scholarshipb) Daily allowance of MP or MLAc) Awards and Rewards.Q4) What are the different heads of income under which income is to be computed under the Incometax Act 1961?Q5) Definea) Salaryb) Pre-quisitec) Profits in lieu of SalaryQ6) How will you determine the income from house property under the Income Tax Act 1961?Q7) What are the incomes chargeable under the head “Profits and Gains of Business or Profession?Explain.Q8) Which are the amounts chargeable under the head “Income from Capital gains”?

Telecom Management

Telecom Technologies


Multiple Choices:1. Which technology is among the early starter in providing VoWiFi solutions for enterprises withwireless networks?a. Symbol Technologiesb. Vocera Technologiesc. Spectra link Technologiesd. None of the above2. In wireless networks ___________ refers to the measure of the performance for a systemreflecting its transmission quality & service availability.a. Internet speedsb. Quality of Service (QOS)c. Interoperabilityd. Line of Sight3. A single IP-based core network handling the full range of telecom services.a. Power line Communication (PLC)b. VOIPc. OFCOMd. Next Generation Networks4. Which country has the strong competitive broadband market with a penetration of 16%?a. Indiab. USAc. Japand. China5. Out of the following which project aims to substantially replace all of Bt’s existing networkplatform (PSTDN, ISDN etc) with a single unified IP platform.a. ADSL2b. 21CNc. ATMd. SHDSExamination paper: Telecom Management6. Which generation of mobile telephony will serve both voice & data applications?a. 1Gb. 2Gc. 3Gd. 4G7. This is a high bandwidth wireless networking service that operates in the frequency spectrum of

Section B: Caselets (40 Marks)

Caselet 1Recently the FCC has adopted new rules governing “broadband wire line Internet access services” that remove regulatory obligations on the local telephone companies, while imposing regulation on ISPs. The results could have a significant effect on the market for broadband information services.

In the Broadband ISP Order, the FCC ruled that, following a one –year transition period, local telephone companies that provide broadband Internet access over their facilities will no longer be required to comply with the Computer Rules. As a result, ISPs will no longer have a legal right to purchase broadband transmission services from the local telephone companies at regulated tariff rates. The commission asserted that the Computer Rules are no longer necessary because “ a wide variety of competitive and potentially competitive providers and offerings- such as cable broadband transmission, satellite, wireless and power line-are emerging.”According to Commission the Computer Rules actually harmed ISPs by decreasing operators’ incentives to invest in broadband infrastructure. The Commission also noted that this would result in telephone companies being regulated in the same manner as cable operators, which generally are not required to provide “open access” to ISPs. At the same time that the FCC released the wire line carriers from their historic regulatory obligations, the agency asserted that the Communications Act gives it right to impose on currently unregulated ISPsregulatory obligations that “mirror” those traditionally imposed on telephone companies.Because of this ISPs that want to provide a high-speed service rather than purchasing broadbandtransmission services from local telephone companies at regulated, tariff rates, will need to either:negotiate commercial agreements with telephone companies and cable operators; deploy their owntransmission facilities; or be acquired by a facilities-based operator. Negotiating commercial agreements may be difficult. Several major telcos are already discussing the possibility of charging premium prices to ISPs that use their network. The end result is likely to be significant consolidation in the US information services market. This, in turn, could lead to higher prices, reduced innovation and less service diversification. At the same time, introduction of new regulation could slow deployment of new services, such as VoIP, which have generally been treated as unregulated information services. The FCC has already ruled that “interconnected” VoIP providers must comply with existing rules-previously applied only to telephone companies-requiring operators to provide emergency operator services and assistance to law enforcement. Because the FCC has not adopted a definition of what entities constitute “wire line broadband Internet access providers,” the FCC could seek to apply these regulatory requirements to any service provider that offers a suite of IT/information services that includes the ability to access the Internet over a broadbandwire line connection.

Question:1. Comment on the strategy which is adopted by the FCC “broadband wire line Internet accessservices” is fruitful or not?

Caselet 2When operators and investors consider starting down the road of network building, they needconsiderable information to prove their business plan and persuade their spectrum regulator to provide sufficient allotment. This was exactly the situation when a consultancy group approached ATDI on behalf of their overseas client. The task was to provide the consultants with a GSM/3G

Telecom Management

Section A: Objective Type (30 Marks)

Part One:Multiple Choices:1. This band transmits uplink around the 6GHz range & downlink around the 4GHz range.a. C-Bandb. Ku-Bandc. Ka-Bandd. L-Band2. On these trunks, traffic flows in both the incoming & outgoing directions.a. DOD trunksb. DID trunksc. Two-way local exchange trunksd. None of the above3. As networks become more digitized, fewer conversions take place, and voice can be carried at ahigher quality over fewer flower bits per second.a. PCMb. ADPCMc. DCSsd. DLCs4. _____________ is a standard for storage & retrieval of moving pictures & audio on storagemedia.a. MPEG-1b. MPEG-2c. MPEG-4d. MPEG-75. It is an open standard for digital video transmission over cable that was defined by ETSI &ratified in 1994.a. DVB-Hb. DVB-Tc. DVB-Cd. DVB-S & DVB-S26. It is the oldest of DSL technologies & a symmetrical service, measuring that it provides equalbandwidth in the both directions.a. HDSLb. SDSLc. G. SHDSLd. ADSL7. It is the newest spread spectrum technique, and its main purpose is to resolve the problems.a. CDMAb. TDMAc. OFDMd. ADPCM8. It is a new concept in multimedia mobile broadcasting service, converging broadcasting andtelecommunications.a. DMBb. OFDMc. VFd. None of the above

9. It is a Niche broadband wireless technology that at first appears to complete for market share withmobile WiMax & Mobile-Fi.a. HiperAccessb. HiperManc. iBursrtd. ETSI BRAN10. In-FUSIO’s (www. Infusion.com) __________ is best known for its business model, whichsupports a variety of revenue models, including pay-per-level and SMS high scores.a. JavaMEb. BREWc. EXEnd. Mophun

Caselet 1“DoCoMo (meaning ‘anywhere’ in Japanese) is a NTT subsidiary and Japan’s biggest mobile serviceprovider, with over 31 million subscriber as of June 2000. In February 1999, NTT DoCoMo launched its i-mode service. Within one year, it had over four million subscribers, and within another six months it went up to eight million and had overtaken other Japanese Internet service providers (ISPs) that provide service to the desktop. DoCoMo’s i-mode is the only network in the world that now allows subscribers continuous access to the Internet via mobile telephone. The service lets uses send and receive e-mail, exchange photographs, do online shopping and banking, obtain financial information, download personalized ringing melodies for their phones, and navigate among more than 7,000 specially formatted Web sites.” Additional content such news and games is offered on a subscription basis in the range of $ 1to $ 3 per month. Since i-mode service is used through cell phones with tiny screens, the types of interaction and graphical displays expected by World Wide Web users are not possible. I-mode was built using IP and a subset ofHTML. The initial version operated at only 9.6 Kbps, slower than the 56 Kbps modems that often seem very slow for downloading Internet graphics. The 9.6 Kbps data rate was initially adequate, however, because most of the data was text. I-mode’s pricing model is totally different from the fixe4d-rate U.S. model or a time-metered European model. I-mode charges are based on the number of packets of data sent per month. The more requests for Web pages or e-mail that a user sends, the higher the total charge. I-mode users pay a $3 flat monthly fee for unlimited access to mobile data services. Additional charges are applied on a per packet basis. Another source of revenue for DoCoMo a 9% gross commission. Although pay-per-use content accounts for only 20% of all i-mode content, 70% of i-mode users subscribe to these services, generating an additional $1 per customer per month in billing and collection commissions for DoCoMo I-mode is so popular in Japan that the primary method of Internet access in Japan could soon be through mobile phones and other portable devices. DoCoMo announced that Internet access would be an option on every phone it sells. NTT DoCoMo has looked at ways to penetrate the U.S. market. Some observers are skeptical about whether i-mode would succeed elsewhere. They note that Japan may be a unique market, with unique characteristics that, may not exist elsewhere, such as a huge audience interested I using the Internet, culturally specific content, and a huge commuting population. According to one analyst, successful mobile applications are highly specific to cultures and national demographics. What flies in Japan won’t necessarily fly in the States or Europe.

Questions:1. How does this case demonstrate the importance of data transmission rates in business? Does itimply that people in Japan are willing to accept lower data rates than people in the U.S.?2. Some people say that the Internet fosters globalization by providing world wide access to theWeb. Discuss arguments for and against this statement.

Caselet 2Transmeta Corporation was founded in 1995 to build a new type of computer chip directed at mobile applications that rely on battery power to run laptop computers and other portable

TOTAL QUALITY MANAGEMENT

Q 1 ) Consider a company involved in testing the strengths of components. Currently 50 engineers are working in the company. Explain briefly the steps that the company should take to implement ISO 9001:2000 based quality system and obtain the certificate from a certifying agency ?

Q 2) Enumerate any 8 key organization benefits achievable on implementing ISO 14001 based system.

Q 3) What are the global benefits of environmental management system? Discuss-in detail ?

Q 4) What are the different ways of receiving customer feedback? How are the feedback used?

Q 5) A writer on quality has proposed statement on quality is the only issue for organizational Survival.? Discuss the statement in the light of the challenges facing contemporary organizational ?

Q 6 ) Comment on the following statement

a) “Employee satisfaction must be the top priority which leads to customer satisfaction”

b) “Price alone is not the only aim of the product. Product and service count for its success”

c) “Recognition and award systems lead to motivation”

Total Quality Management

Section A: Objective Type (30 marks) This section consists of Multiple Choice questions & Short Answer type questions. Answer all the questions. Part One questions carries 1 mark each & Part Two questions carries 4 marks each.

Part One: Multiple Choices: 1. If the amount of energy available for the intended function be ‘a’ and the amount of energy wasted be ‘b’ then Signal to noise ratio will be, a. a/b b. (a-b)/b c. b/a d. (a+b)/b

2. The number of orthogonal arrays added by Taguchi to the original work of Sir R A Fischer, was a. 3 b. 2 c. 1 d. 4

3. If the α for each t test be 0.2 then for 4 ‘t’ tests the probability of a correct decision will be a. 0.0008 b. 0.0016 c. 0.0002 d. None

4. This is not a rapid prototype technique a. Stereo lithography b. Solid ground curing c. Solid ground searching d. None

5. The multipl

Caselet 1 Philips India Ltd. previously called Pieco Electronics Ltd., a MNC has Dutch parents and its major plant in Calcutta. The company is having a very sound corporate image in India for its electronic products, namely TVs, Radios, transistors, battery cells, electric bulbs, electric tubes, two-in-ones, etc. Indians love to have Phillips products, which are more costly than various Indian electronics products brands, as they maintain a better quality. Philips operates through forward integration with its own authorized dealer’s network in India. The company has maintained its corporate image and reputation in Indian market over the years. The labour trouble started in 1990. The company had its ancient production system in its main plant at Calcutta. Labour unions started agitations for salary hike and asked for a number of incentives and facilities to establish parity with other competing electronic giants. “There was a political clout of the labour unions which lead to increased militancy” says the Chief Executive Officer of the Phillips India Ltd. The situation of labour trouble took such an ugly turn that the Dutch parents of the Philips India decided to get out of India by closing the plant. In 1995, however, managers refused to give up and implemented TQM. The first step was total employees involvement. The management adopted

1. Discuss the various labour troubles which compelled the company management and its Dutch parents to decide to wind up the Calcutta plant. What were the problems?

2. How would you apply the Phillips India policy to help other electronics companies in India to implement TQM?

Quality Control


„h This section consists of Mixed Type questions & Short Answer type questions.

„h Answer all the questions.

„h Part One questions carries 1 mark each & Part Two questions carries 5 marks each.

Part One:

Multiple Choices:

1. A curve that shows the amount inspected by both the consumer and the producer for different percent nonconforming values.

a. ASN curve

b. ATI curve

c. AOQ curve


2. The producer¡¦s risk is represented by the symbols

a. Alpha

b. Beta

c. Gamma


3. The International Committee of Weights and Measures revised the metric system in

a. 1970

b. 1960

c. 1950

d. 1999

4. ASRS stands for¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K..

5. A recent survey of retail customers by the ¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K..

6. A cause-and-effect diagram was developed by ¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K

7. Variables that exhibit gaps are called ¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K¡K

8. How many techniques used to discard data.

a. One

b. Two

c. Three


Caselet 1 It is 7:00 a.m. and the siren sounds high at Kandivli (a suburb of North Mumbai) plant of Mahindra & Mahindra’s (M&M) Tractor division, signaling the starting time of the morning shift. Hardly any workers have turned up. Reporting late on duty is a norm for the workers here. Seldom does the morning shift start before 7:30 a.m. During the day shift, it was an ominous scene to find workers stretching out under the trees and relaxing during the working hours. The union leaders hung around the factory without doing any work at all. A few days back, the workers in the night shift had beaten up a milkman for creating a lot of noise in the week hours of the morning and thus, disturbing their sleep during their working hours. Things were worse at the other plant of M&M in Nagpur. But this was all in the 1980s. M&M has come a long way since then – it has won the most coveted Deming prize for quality, and started a farming equipment assembling plant in the U.S.A. After the huge success there, the company opened a second assembly plant and a distribution centre in Georgia. Now, the company is in the process of establishing assembling units in Canada to locally produce

1. If you were a part of the top management at M&M FES, how would you have involved the workers in the Deming programme?

2. Do you think that M&M FES has a strategic quality management system in place?

TOTAL QUALITY MANAGEMENTN.B.: 1) All questions carries equal marks.1. Which of the gurus would be the father of quality control? Which had thegreatest impact on management? Which is noted for robust design?2. Write your personal philosophy or creed?3. List and explain the six most important factors that influence consumerpurchases?4. What conditions are necessary for empowerment?5. Describe how empowerment, work groups, and multifunctional teams wouldor would not affect the five types of problems?

6. Working as an individual or in a team of two or three people, develop asupplier selection plan for one of the organizations.7. Working in a team of three or more people, what performance measureswould you recommend for the following organizations?a) Large bankb) Health-care facilityc) University academic departmentd) University nonacademic departmente) Large department storef) Grade Schoolg) Manufacturing facilityh) Large grocery store8. What is a critical success factor? How is it important in benchmarking?AN ISO 9001 : 2008 CERTIFIED INTERNATIONAL B-SCHOOL9. What are the advantages and disadvantages of wireless communication?10. What can be accomplished by the addition of a third party registering aquality system?11. Visit an organization in your community and determine if their accidentand emergency preparedness plan meets the ISO 14001 criteria.12. Briefly describe the difference between sequential engineering and quality bydesign (or concurrent) engineering.13. Devise a compensation plan for injured users where the product defectmanifests itself in the second or third generation, such as when a man orwoman takes a prescribed drug that injures their future children.14. Form a project team of six or seven people, elect a leader, and construct acause-and-effect diagram for bad coffee from a 22 cup coffee maker

SUB : TOTAL SAFETY MANAGEMENTN. B : All Questions are Compulsory.Attempt any sixteen Questions.1. What is HASAWA? Describe this in terms of the following:a) Employeesb) Employersc) Manufacturersd) Supplierse) Occupiers of premises;

2. How many types of Fire appliances are available? Explain them.3. What is Stress? Classify the Stressors? What are the sources of stressamong managers?4. What is Benchmarking? Explain the process of Benchmarking in respect ofHealth & Safety Management.5. What are the Ergonomics on the occupational health?6. Explain the concepts of BS 8800?7. What are the parameters of Safety Monitory System? Explain them.8. Enumerate the various occupational health initiatives?AN ISO 9001 : 2008 CERTIFIED INTERNATIONAL B-SCHOOL9. What is the role of communication on health & safety issues?10. Who are a Atypical workers? Give example.11. What is MHSWR? Differentiate between MHSWR & HASAWA in termsof employers?12. What is Risk Management? Critically Evaluate Risk Managementstrategies?13. Describe the role of the health and safety practitioner?14. What are the different measures (rates) used in the calculation of accidentand ill health?15. Identify the different areas of influence, which affects the people at work?16. What do you understand by ‘The Fire Triangle’ Explain this withillustration.17. (I). Based on your perception, describe the following.a) Safety in officesb) Safety at homec) Safety at operational areas.(II). In each of the above situation (a, b, & c), establish the necessary safetynorms as a part of precautionary measures.18. Describe the basics of Electrical safety.Explain the nomenclature ‘sound working environment

TRAVEL AND TOURISM MANAGEMENT

Q1) What Is Grounded Tourists, Travelling Theory?Q2) Describe The Accelerated Sublime: Thrill-Seeking Adventure Heroes in the CommodifiedLandscape ?Q3) Explain the Poetics and Performances of Displacement at the Grand Canyon?Q4) Describe The Power of Metaphors in Tourism Theory?Q5) Write short note on Adventure Tourists and Locals in a Global City?Q6) Describe the issues, the community and the tourists?Q7) brief about Tourism, globalisation and cultural change?

Q8) short note on The tourists : types and motivation?Q9) What is Work and property?Q10) Explain Power and conflict?

Case study solutions & project reports provided 14

Education

marks section

section b

quality control section

quality system

day shift

morning shift

questions total marks

marks x