QM0010 - Foundation of Quality Management

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Spring 2013

Master of Business Administration- MBA Semester 3

QM00 10 - Foundation of Quality Management - 4 Credits

(Book ID: B1240)

Assignment Set - 1 (60 Marks)

Note: Assignment Set -1 must be written within 6-8 pages. Answer all questions.

Q1.a. Describe the main features of Companywide approach on Quality.

Answer : During the 1980s, the concept of "company quality" with the focus on management and people came to the fore[citation needed]. It was realized that, if all departments approached quality with an open mind, success was possible if the management led the quality improvement process.

The company-wide quality approach places an emphasis on four aspects[citation needed] :-

1.       Elements such as controls, job management, adequate processes, performance and integrity criteria and identification of records

b. Write a note on Berry’s dimensions of service quality.5 +5 = 10 marks(200 - 250 words each)

Answer : Service quality can be defined as a customers' perception of how well a service meets or exceeds their expectations. In most cases service quality is judged by customers, and not by organisations. This distinction is critical because it forces service marketers to examine their quality from the customers' viewpoint. For example, a bank may view service quality as having friendly and knowledgeable employees. However, the customers of this bank may be more concerned with waiting time, ATM access and security,

Q2.Write short notes on Quality Function Deployment (QFD) process and describe why it is also called “House of Quality”.10 marks(350-400 words)

Answer : Quality function deployment (QFD) is a “method to transform user demands into design quality, to deploy the functions forming quality, and to deploy methods for achieving the design quality into subsystems and

Q3.a. Discuss main features of Quality Control and Inspection.

Answer : Quality Control

Statistical quality control is one of the tools of scientific management. It has several advantages over 100 per cent inspection. These are:

(I) Reductions in costs: since only a fraction of output is inspected costs of inspection are greatly reduced.

(ii) Greater efficiency: Not only there is reduction in costs but the efficiency also goes up because much of the boredom is avoided, the work of

b. ‘A quality team is a good team of good people’ Substantiate.5 +5 = 10 marks(20 (200 - 250 words each)

Answer : To be a team they have to work together, have respect for each other, and help one another when needed. They must understand each other’s views and respect them.

A good team consists of people who are communicative, cooperative, problem solvers and respectful individuals. Being good listeners help achieve a solution faster, and with less stress! (Being able to respect the thoughts and suggestions of others could perhaps find a new solution that you hadn't thought of.)

Characteristics of a good team :

·         Everyone participates

Q5.What is service quality? What are the internal and external measures of service quality?

10 marks(350-400 words)

Answer : Service quality is a comparison of expectations with performance.

A business with high service quality will meet customer needs whilst remaining economically competitive.[2] Improved service quality may increase economic competitiveness.

This aim may be achieved by understanding and improving operational processes; identifying problems quickly and systematically;

Q6.“Quality is the new buzzword and is dominating business processes and services like never before”, Justify.10 marks(350-400 words)

Answer : Today IT outsourcing to India has become more about high quality rather than reduced cost. Quality is the new buzzword and is dominating business processes and services like never before. Indian companies are now focusing on process reengineering, quality improvement, training and certification level achievements. Many of the ITES-BPO companies in India now have specialized quality departments that are

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ML0015 – Services Marketing and Customer Relationship Management

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Master of Business Administration- MBA Semester 4

ML0015 – Services Marketing and Customer Relationship Management - 4 Credits

(Book ID: B 1328)

Assignment Set -1 (60 marks)

Note: Assignment Set -1 must be written within 6-8 pages. Answer all questions.

Q1. Discuss briefly about customer retention strategies in Customer relationship management.10 marks(350-400 words)

Answer : 1. Reducing Attrition

Virtually every business loses some customers, but few ever measure or recognise how many of their customers become inactive. Most

Q2. Explain briefly the 7P’s of marketing mix  10 marks(350-400 words)

Answer : Marketing professionals and specialist use many tactics to attract and retain their customers. These activities comprise of different concepts, the most important one being the marketing mix. There are two concepts for marketing mix: 4P and 7P. It is essential to balance the 4Ps or the 7Ps of the marketing mix. The concept of 4Ps has been long used for the product industry while the latter has emerged as a successful proposition for the services industry.

Q4. Discuss the GAP Model briefly. 10 marks(350-400 words)

Answer : The GAP model

The figure below shows the "GAP" model of service quality from Parasuraman et al. (Withal & Biter 1996). This model offers an integrated view of the consumer-company relationship. It is based on substantial research amongst a number of service providers. In common with the Gringos model it shows the perception gap (Gap 5) and outlines contributory factors. In this case expected service is a function of word of mouth communication,

Q5. Discuss about the marketing of services in Banking sector, Airline industry, Hospitality sector.10 marks(350-400 words)

Answer : Services marketing is a sub field of marketing, which can be split into the two main areas of goods marketing (which includes the marketing of fast moving consumer goods (FMCG) and durables) and services marketing. Services marketing typically refers to both business to consumer (B2C) and business to business (B2B)

Q6. Write a short notes on:

A. Pricing strategies of service.

Answer :  Skim Pricing

Skim pricing is when you set a higher price than your competitors.

In order to set pricing in this way, your customers need to perceive that your offer provides them with greater benefits than they will find elsewhere. Apple use skim pricing.

Customers perceive that Apple products are superior to the competitors, so it is therefore worth paying a premium. Whether this is objectively true or not is irrelevant - so long as the customers perceive that value, then it exists. This

B. Roles played by the customers during service delivery 5 +5 = 10 marks(200-250 words each)

Answer : The Importance of Customers in Service Delivery

Customer participation at some level is inevitable in service delivery. Services are actions or performances, typically produced and consumed simultaneously. In many situations employees, customers and even others in the service environment interact to produce the ultimate service outcome. Because the customers receiving

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ML0016 – Advertising management &sales promotion

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Master of Business Administration- MBA Semester 4

ML0016 – Advertising management &sales promotion - 4 Credits

(Book ID: B 1329)

Assignment Set -1 (60 marks)

Note: Assignment Set -1 must be written within 6-8 pages. Answer all questions.

Q1. Describe the types of Advertising copy. 10 marks(350-400 words)

Answer : It is true that copywriting is an art and the copywriter has a very important role to play in advertising creativity. Copywriting does not admit any stereotyped rules and classification. There are various styles in which a copy can be prepared and presented. The following types of copy may be studied-

Q2. Discuss the Innovative use of media in rural areas. 10 marks(350-400 words)

Answer : Media

The means or channels of communication, especially technological ones; mass media include those aimed at a more widespread audience, typically providing information, news, entertainment, and persuasive messages. More commonly, “the media” refer to television, radio, newspapers, and magazines, and—increasingly—interactive computer channels and portable personal devices such as cellular phones. Rural areas tend to be less well served by mass media, largely for economic reasons. Social influences of media appear to vary by the

Q3. Briefly discuss about Advertising Objectives. 10 marks(350-400 words)

Answer : As the owner of a small business, you probably don't have the luxury of a large advertising budget. To make the most of your limited advertising dollars, you need to establish clear advertising objectives and make use of low-cost but effective advertising strategies. A number of possible objectives and strategies may be suitable for your business.

Demonstrating a Product

Q4. Describe the Tools and Techniques of Sales Promotion in brief. 10 marks(350-400 words)

Answer : Who are Sales Promotions For?

Sales promotions are for any type of consumer that has a need for your business or services. This means the consumer that you want to attract to your business or services with your sales promotion can either be an individual consumer or a business consumer. This is important to note because no matter what type of consumer you rely on, you will

Q5. What is a full service agency? What are specialist agencies? Why are theyneeded?10 marks(350-400 words)

Answer : An advertising agency or advert agency is a service business dedicated to creating, planning, and handling advertising (and sometimes other forms of promotion) for its clients. An ad agency is independent from the client and provides an outside point of view to the effort of selling the client's products or services. An agency can also handle overall marketing and branding strategies and sales promotions for its clients.

Q6. Describe the Demographic influences on Advertising in brief. 5 +5 = 10 marks(200-250 words each)

Answer : Businesses market products or services through targeted approaches to different segments of the population. Demographics are the statistical component of marketing used to identify population segments by specific characteristics. Whether small or large, businesses need a targeted approach to consumers. Demographics affects all the choices a business owner makes in developing a marketing plan. Using demographics gives you a head start in understanding your market.

Demographics

Business owners often first gather

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ML0017 – Mall Management

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Master of Business Administration- MBA Semester 4

ML0017 – Mall Management – 4 Credits

(Book ID: B1334)

Assignment Set - 1 (60 Marks)

Note: Answer all questions (with 350 to 400 words each) must be written within 6-8 pages. Each Question carries 10 marks 6 X 10=60

Q1. Elaborate some of the features of the malls  02+08=10

Answer : A shopping mall is a building or group of buildings that contains stores. The stores are connected by walkways so that consumers can easily walk between the stores. Malls can be built in an enclosed or open-air format.

The Grand Bazaar in Istanbul is an early shopping mall dating from the 15th century. In 1819, London opened a shopping centre called the Burlington Arcade. Milan, Italy built a shopping centre in the 1860s called the Galleria Vitoria Emmanuelle II.

Q2. Describe Demographic Segmentation. 02+08=10

Answer : Segmentation generally divides a population based on variables. Thus demographic segmentation too has its own variables such as Age, gender, family size, income, occupation, religion, race and nationality.

Demographic segmentation is one of the most commonly used forms of segmentation as it is clearly identifiable. The variables used for Demographic segmentation help divide a large population into specific customer groups.

Q3. Describe the factors to be considered while choosing a particular location. 02+02+04+02=10

Answer : One of the basic concepts taught in almost every introductory marketing course is The Four P's: Price, Product, Promotion and Place. "Place" refers generally to distribution, i.e., where your customer evaluates and ultimately receives your product or service. While this may not matter much for people who work virtually, or who run a business that drop-ships from a third party, it's critical for restaurants, retailers, and even many service businesses. Ironically, while "place" is often the most permanent of the four P's, it's also

Q4. Explain the ‘Option’, ‘Clauses’ & ‘Provision’ available in Lease Agreement? 02+08=10

Answer : Today, options to purchase, lease options and lease purchase agreements are three different financing documents. The variances are state specific and not all states have identical laws. Before entering into an agreement with a seller, buyers should obtain the advice of a real estate lawyer. The information below is an overview and is not meant to be construed as legal advice.

Q5. Explain the importance of first aid in a shopping mall. 02+06+02=10

Answer : First aid is the immediate and basic care given to an injured or sick person before a doctor, other health professional or emergency services take over their treatment.

It focuses on preserving life and minimising serious injury by maintaining breathing and circulation, stemming blood, immobilising broken bones etc

Q6. Describe the various noise controlling techniques that can be employed in a mall in brief. 02+08=10

Answer : Extremely high-power sound waves can disrupt and/or destroy the eardrums of a target and cause severe pain or disorientation. This is usually sufficient to incapacitate a person. Less powerful sound waves can cause humans to experience nausea or discomfort. The use of these frequencies to incapacitate persons has occurred both in counter-terrorist and crowd control settings.

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ML0018 – Project Management in Retail

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Master of Business Administration- MBA Semester 4

ML0018 – Project Management in Retail – 4 Credits

(Book ID: B1335)

Assignment Set - 1 (60 Marks)

Note: Answer all questions (with 350 to 400 words each) must be written within 6-8 pages. Each Question carries 10 marks 6 X 10=60

Q1. Explain the project life cycle in detail ? 01+08+01=10

Answer : The Project Life Cycle refers to a logical sequence of activities to accomplish the project’s goals or objectives. Regardless of scope or complexity, any project goes through a series of stages during its life. There is first an Initiation or Birth phase, in which the outputs and critical success factors are defined, followed by a

Q2. Explain the concept and steps involved in ‘Project Decision Matrix’. 01+09=10

Answer : Making the right decision can add significantly to your organization's bottom line in terms of cost savings and increased efficiency. Outsourcing can bring fresh minds to your business, and it can also free time up for innovation and other vital tasks. However, making the wrong decision can put your business at a competitive disadvantage. Perhaps you'll lose control of proprietary information, or receive components

Q3. Explain the steps followed to formulate a simple retail project? 00+10=10

Answer : 10 Steps to Starting a Retail Business

The dream of owning your own retail business can easily become a reality. It may take a lot of initial work, but with the right planning anyone can achieve their goals. The following steps to opening a retail business should be used

Q5. Explain the first 5 stages in retail project execution. 00+10=10

Answer : Whether a project is large or small, the stages of a project are ultimately the same. Initiate the project, and then move into planning, followed by execution. Once the project is in the execution stage, you'll monitor and control it, which will continually influence changes that loop back to the planning stage as necessary. Once all project tasks are complete and approved, you will finally be ready to close the project.

Q6. Describe the Five Stages of Project Life Cycle in Retail Management 00+10=10

Answer : This is the initial phase of any project. In this phase information is collected from the customer pertaining to the project and the requirements are analyzed. The entire project has to be planned and it should be done in strategic manner. The project manager conducts the analysis of the problem and submits a detailed report to t

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MF0010 –Security Analysis and Portfolio Management

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Master of Business Administration- MBA Semester 3

MF0010 –Security Analysis and Portfolio Management- 4 Credits

(Book ID: B1754)

Assignment Set -1 (60 marks)

Note: Answer all questions (with 300 to 400 words each) must be written within 6-8 pages. Each

Question carries 10 marks 6 X 10=60

Q1.Describe the investment process.

Answer : The Investment Process

As investors, we would all like to beat the market handily, and we would all like to pick "great" investments on instinct. However, while intuition is undoubtedly a part of the process of investing, it is just part of the process. As investors, it is

Q2.Explain money market features and its compositions.

Answer : The money market is a market for financial assets that are close substitutes for money. It is a market for overnight short-term funds and instruments having a maturity period of one or less than one year. It is not a place (like the Stock market), but an activity conducted by telephone. The money market constitutes a very

Q3.Discuss the factors affect industry analysis.

Answer : There are many issues outside the control of company management or industry participants that nonetheless affect an industry’s viability. Understanding these factors is critical to industry and company research. The primary external factors affecting industries include technology, government, social changes, demographics and foreign influences.

Q4.Differences between fundamental and technical analysis.

Answer : What is the Difference?

The difference between fundamental and technical investment analysis is large. Most investors, if they understand the differences, believe they are one or the other. In reality, most investors use a combination of the two types of analysis. Personally, I consider myself an 80% fundamental and 20% technical investor.

Q5.Explain the implications of EMH for security analysis and portfolio management. (5 + 5)

Answer : Meaning and definition of Capital Asset Pricing Model

The Capital Asset Pricing Model (CAPM) refers to a model that delineates the relationship between risk and expected return and what is used in the pricing of risky securities. The concept is used for pricing an individual portfolio or security. The basic idea underlying the concept is that investors are required to be compensated in two ways

Q6.What is Capital Asset Pricing Model(CAPM)? Write the assumptions of CAPM.(5+5)

Answer : There are basically two schools of thought when we talk about market analysis: Technical Analysis and Fundamental Analysis. Let us start with Fundamental Analysis.

    Fundamental Analysis is the study of the fundamentals of the market. "Great," you say, "What are fundamentals?" Fundamentals are all

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MF0011 –Mergers and Acquisitions

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Master of Business Administration- MBA Semester 3

MF0011 –Mergers and Acquisitions- 4 Credits

(Book ID: B1732)

Assignment (60 Marks)

Note: Answer all questions (with 300 to 400 words each) must be written within 6-8 pages. Each Question carries 10 marks 6 X 10=60

Q1.What are the steps for successful mergers?

Answer : Check your own liquidity and financial health

Before you enter any transaction, says Burmeister, determine if you have the financial wherewithal by performing a thorough financial health check. “

Q2.Explain the key approaches to identify acquisition opportunities.

Answer : If pursuing an acquisition strategy is a critical part of a company’s growth plans, then serious consideration should be given to a more proactive approach to identifying appropriate acquisition opportunities.

The potential benefits of growth from successful acquisitions are considerable, however, acquisitions can be risky and consume excessive management time. Indeed, when a company is planning to make an acquisition, it

Q3.Write a note on the five stage model.

Answer : The 5 stage model

This model, how it was researched and developed, is explained in much more detail in chapter 2 of the book. Here’s a summary: Individual access and the ability of participants to use CMC are essential prerequisites for conference participation (stage one, at the base of the flights of steps). Stage two involves individual participants establishing their online identities and then finding others with whom to interact. At stage three,

Q4.Explain the role of industry life cycle.

Answer : Life cycle models are not just a phenomenon of the life sciences. Industries experience a similar cycle of life. Just as a person is born, grows, matures, and eventually experiences decline and ultimately death, so too do industries. The stages are the same for all industries, yet industries cycle through the stages in various lengths of time. Even within the same industry, various firms may be at different life cycle stages.

Q5.What are the important forces contributing to mergers and acquisitions?

Answer : 6 Factors Contributing to Increase in ASC Mergers and Acquisitions

1. Improved ASC financial performance. We are seeing more centres that are doing very well, with high revenues, profits and earnings before interest, taxes, depreciation and amortization (EBITDA) margins. It is not unusual now to see physician-managed centres that have EBITDA margins of 40 percent or more. Many centres have

Q6.What is leveraged buyout? Explain the different modes of LBO Financing.

Answer : A leveraged buyout (LBO) is an acquisition (usually of a company but, can also be single assets such as a real estate property) where the purchase price is financed through a combination of equity and debt and in which the cash flows or assets of the target are used to secure and repay the debt. Since the debt, be it senior or

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