SERVICE SECTOR MANAGEMENT

1) Introduction to service marketing Role of service in modern economy Marketing challenges of service Service marketing environment Goods v/s service marketing Goods service continue Consumer behavior Service marketing triangle 2) Key elements of service marketing Product, pricing, communication mix Distribution, people, physical evidence Positioning Market segmentation Process Balancing of demand and capacity Branding of services Problems and solution 3) Service quality Improving service quality and productivity Service quality gap model Measuring and improving service quality Defining productivity, improving productivity, service recovery, employment handling 4) Service management Meaning Vision and mission strategy Service leadership Service mapping Flowcharting Benchmarking

 Internal marketing Productivity 5) Current status and future prospects

FINANCIAL MANAGEMENT

1) Introduction Meaning Functions and objectives of FM Changing role of Finance Manager Working capital management [definition, gross working capital, net working capital, core current asset and non core current asset, components of working capital, factors determining working capital] Receivable management [meaning, and importance, credit policy variable, case study on credit evaluation, monitoring the debtors] Cash management [motives of holding cash, strategies of cash management] Cash budget [meaning, and objectives, budgeting of receipts and p ayments, preparation of monthly budget] 2) Cost of capital and capital structure [types of capital, debt, equity, retained earnings, preference shares, cost of capital, weighted cost of capital, designing capital structure, types of leverages] 3) Capital budgeting [introduction, types of capital, sources, evaluation of capital expenditure, concept of present value, techniques of appraisal of investment proposal, payback period, average rate of return, net present value, profitability index] 4) Business restructuring [Importance, financial implication, valuation, merger, de -merger, amalgamation, long term and short term sources of finance]
HUMAN RESOURCE MANAGEMENT

UNIT I 1) Introduction to HRM Definition, features, scope , functions of HRM, definition of P ersonnel Management Evolution of HRM / trends in HRM Difference between HRM & PM Challenges before HR manager Threats/characteristics of work force Personnel philosophy Personnel manual 2) Human resource planning Definition Process, along with brief coverage of personnel demand & supply, forecasting techniques Factors affecting HRP Human resource information system VRS, outstanding, pink slip or termination, retrenchment, townizing, separation Contracting and subcontracting Promotion and transfers UNIT II 1) Job analysis, job design and job evaluation Job analysis- definition, methods of collecting job data, merits, demerits Job design- definition, factors affecting job design, approaches to job design . Job evaluation- definition, methods of job evaluation, process of job evaluation 2) Recruitment, selection & induction Recruitment-definition, sources, merits, demerits Selection- definition, process, types of selection test, types of interview Induction or orientation - definition, methods, process Placement 3) Training & development Definition of traini8ng and development

 Methods of training manager Process of conducting training program How to evaluate effectiveness of training programs Advt, of training develo pment UNIT III 1) Performance appraisal Definition Methods of appraisal Process Advantages Limitations 2) Compensation management Components of salary or salary scheme Fringe benefit, definition and types Performance link incentives Definition, advantages, disadvantages 3) Career planning & development Definition Process Career stages Essential Career Employee retention Success planning UNIT IV 1) Participative management Definition Levels Trends Factors

 Forms Participation Empowerment team 2) Industrial relation Definition Features Importance Approaches Parties 3) Trade union Definition Features Trade union movement in India
BUSINESS ETHICS & CORPORATE GOVERNANCE

UNIT I 1) Introduction to busines s ethics Normative ethics Prescriptive ethics Applied ethics Ethics, morality and legality Concept of right and duty - business- western and Indian prospective, definition and scope relevance in social changes Ethical organism and corporate code of conduct 2) Business ethics conceptual background Conceptual approaches Echoism v/s altruism Entrepreneur and manger - its role and responsibilities Responsibilities towards stakeholder Profit making UNIT II

1) Indian perspective of ethics Purusharthas- dharma, artha, kama, moksha Concept of dharma 2) Ethics of global prospective Ethics in global marketing and advertising Ethical prospective in employment including in the international labour organization standard 3) Ethics & IT Environmental ethics Ethics and cross cultural influence UNIT III 1) Concept of CSR Meaning Relevance and significance Value approach 2) CSR within organization Labour relation Work atmosphere Exploitation and harassment Safety standards and en vironmental concern Perquisites and incentives 3) CSR & society Role and responsibility of local community in business Intervention of business Role of NGOs and international agencies in CSR Integrating CSR into business CSR measures and indicator CSR and sustainable development CSR and triple bottom line in business
LOGISTICS AND SUPPLY CHAIN MANAGEMENT

UNIT 1 1) Background Logistics and logistical mgmt Military origin Basic concept Def./ scope/ importance in current competition env t, Evolution of logistics and supply chain mgmt 2) Operating objectives of logistics Logistical performance cycle Inbound logistics Manufacturing support logistics Customer order cycle Lead time Logistical interfaces Logistical mission Competitive advantage 3Cs Logistical competency Outsourcing logistical activities 3rd and 4th party logistics Integrated logistics Logistical planning and strategy 3) Supply chain mgmt Basic concept, def., scope., comparison between logistics & SCM Global supply chain scenario and importance Conventional supply chain Supply chain participants Channel agencies Relationship mgmt, concept of extended enterprises Bull whip effect

4) Organization structure Basic concept, Def., Scope, Objectives and importance Barriers in forming effective organization Stages in evaluation of logistical org. with emphasis on modern flat org. 5) Customer service Def., scope, objectives & importance Elements of customer service 7 rights Customer service audit Customer service strategy 6) Demand forecasting Def. Scope Purpose of forecasting Nature of demand Forecasting components Approaches to forecasting Qualitative and quantitative forecasting techniques & their applicability Time series analysis with numerical examples 7) Order processing Integrated system Customer order cycle EDI & its advantages UNIT 2 1) Transportation Def., Principles, Function, Roles, Importance Different modes of transportation [road, rail, wat er, air, pipeline, roap -way] Advantages & disadvantages of individual modes Intermodal transportation Factors to be considered for modes & carrier selection

 Modal characteristics & classification Total transportation cost Factors influencing tr ansportation cost Transport infrastructure (university moderators have cancelled sums from this topic) 2) Warehousing Def., Principles, Function, Roles, Importance Warehouses Distribution center Warehousing Need for warehousing Economics Service benefits Types of warehouses its advantages & disadvantages Warehousing location . Area of warehouse No. of warehouses Warehousing operation Factors affecting warehousing cost Warehouse layout Design principles 3) Material handling system Def., Principles, Function, Roles, Importance Activities covered Functions performed during Material handling Material handling equipments with selection criteria Material handling methods Material handling system design Objectives & principles

4) Packaging Def., Principles, Function, Roles, Importance Unitizing [concept of unit load] & palletizing/ kitting Logistical functions of packaging Objectives & benefit of packaging Consumer & logistical packaging Factors influencing good package design UNIT 3 1) Inventory management Def., principles, role, functions, importance Purpose of inventory holding Types of inventories Inventory & profitability Impact of inventory on total logistical cost Inventory management objectives/ importance Symptoms of poor inventory mgmt Improving effectiveness of inventory mgmt Inventory turnover Service levels Economic Order Quantity [EOQ] Economic Batch Quantity [EBQ] Assumptions & limitation ROL- reorder level Safety stock with numerical example 2) Inventory control Inventory ranking methods & Quadrant technique Selective technique of inventory control [pull push models, traditional methods - P model, Q model, twobin system, fair share allocation model, MRP1 & MRP2] Modern methods Kanban & tool of JIT, vendor mgmt inventory[JIT to response based techniques[R, AR] DRP & ERP

 Inventory valuation Information system [def., principles, role, functions, importance] Management information system [MIS] Elements of MIS Elements of LIS Importance of information system Internal & external information system Functionality [its operation Automated order processing system] RFID, EDI Satellite tracking system UNIT 4 1) Performance measurement Def., principles, role, functions, importance Activity based/ process based Internal external performance measurement Classification of performance measures Performance auditing/ perfect order/ service levels Characteristics of ideal performance evaluation system 2) Logistics costing Principles of logistical costing Activity based/ mission based costing, Total cost analysis . Steps to be adopted for total cost approaches 3) Logistical network analysis Concept, def., scope, objectives, functions, importance Network option, No. of facilities [milkrun, RORO, LASH] 4) Modern logistics infrastructure Containerization Mechanise material handling equipments Deep water ports CDs & CFs network

 Moritine logistics Coldchain logistics Dedicated freight corridor golden quadrilateral & network of highways Specialize equipments/ double stock container/ unit trains Logistics parks Container corp of India Pvt. Logistics companies
SPECIAL STUDIES IN MARKETING

UNIT 1 1) Consumer behavior Def of Consumer behavior Why study consumer behavior . Decision making model Factors affecting consumer behavior [psychological, personal, social, cultural] Touch upon theories of motivation Maslows hierarchy of needs Stages in perception, believes, attitude Concept of age, family life cycle, occupation, economic situation Understanding personality & self concept Life style identification[attitudes, interest & opinions] Types of buying behavior & consumer involvement Stages in adoption process/ diffusi on of innovation UNIT 2 2) Communication process with reference to advertising Def of comm. Models of comm./ traditional response Hierarchy models [AIDA] Hierarchy of effects, innovation, adoption, info processing Comm. Model for rural & urban co mm.

3) IMC Def & features of IMC Advantages / relevance of IMC Objective of IMC with special reference to damager objective Importance/ value of objective Promotion objectives, com obj., sales obj. Damager UNIT 3 2) Add agency Structure, functions & evaluation [def of advt & features & functions of advt] Def of add [structure of add agency & functions ] Advt budget Def of advt budget Def of advt appropriation Methods of budgeting/ advt budgeting methods 2 Types of media & media plann ing Media types Print, broadcast media, types, advt . Support media Ooh media, instore media, transit advt, promotional products, marketing, yellow pages advt, advt in movie theatres, product placement in movies & on television, inflight advt Measuring the effectiveness of advt Testing process for advt effectiveness Test for measuring effectiveness of advt Essentials for effective testing of advt Media planning Def of media planning Terms to be studies under media planning [frequency, re ach, GRP, coverage, BDI, CDI, PRP, CPM, CPP, CPR, CPRP] Process of media planning [what are factors that media planners must considered]

 Problems in media planning Media research Media scheduling [def, methods, appropriate media mix] UNIT 4 1 Brand & branding strategy development Def of brand & brand positioning, positioning strategy Guidelines for effective positioning Brand image [def, strategy for brand image development, other brand building activities] PR [def, how to build corporate im age through PR, corp. advt, imp of PR PR] Sales promotion [def, sales promotion tools for consumers & dealers, imp of sales promotion] Internet [imp of internet as a tool for IMC] Direct marketing [def, role of direct marketing in IMC tools] Personal selling [def, role, imp of personal selling, relationship marketing] E-commerce Experiential marketing
SPECIAL STUDY IN FINANCE

module-1 economic value addition 1.defered tax (asset & liability) AS.22 2.Segment reporting AS -17 3.IPO,Stock option plan 4.Sweat equity AS 30 5.Recognition & Measurement of Financial & future deviation -AS 31 6. Representation of financial & future derivation module 2-Appraisal of term loan 1.Project Report 2.Struture of project report module 3- Accounting for eect o changes in oreign xchange rate - AS.11 1.purchase & sale of goods & service

2. assets & loans 3.computation & treatment of xchange differnces module 4- Financial services 1.hire purchase 2.lease-financial 3.capital mgnt 4.underwriting 5.merchant banking 6.credit ratings 7.mutual funds
E-COMMERCE

Introduction to E-Commerce: Introduction to role of IT in business and different applications. Role of ICT in Communication and business applications. Different application of IT in global business scenario. Introduction to IT Act and its role to encourage E -business. Growing E-teaming and E-Governance. Evolution and Types of E-Commerce: Evolution of E-commerce Global and Indian scenario History of e-commerce Generic Model of E-Commerce Defrubon.d3SSifcaton-B2B, B2C, C2C, G2C, B2G sites. Factors of growth and key performance indicators of E -Commerce. Commerce Models: E-commerce Models Store-front Model, Brick and Mortar Model, Build to Order Merchant Model. Service Provider Model, Subscription ba sed Model, Broker Model, Advertiser Model, Virtual Mall Model and Infomediary Model. Sub-Systems of E-Commerce E-commerce Trade Cycle and Trading Process E-market and Internet Commerce EDI and working mechanism of Edi

 Identify factors that are im portant for an E-Commerce Difference between Conventional Commerce and Electronic Commerce Payment, Security and Privacy Issues in Online Business Issues relating to privacy and security in online trading Electronic payment systems- credit cards, debit cards, smart cards, e-credit accounts, e-money. Security / concerns in e-commerce authenticity, privacy, integrity, non -repudiation, encryption. Cryptography techniques and restrictions placed by them on exports, Securing networks using firewalls and other machines. Marketing Trends in E-Business Growth of Online Retailing and E -marketing concepts Online Advertising and revenue generation Use of on-line market research and use of CRM techniques Growing use of Content Management Systems Integration of E-Commerce m business lines Different Service Provider (Utility). Building E-Presence: Architecting and e-Business & Website Design The building life -cycle Design Criteria and attracting customers Site Content and Traffic Management Using Content Management System Emerging Trends of M-Commerce: Emerging trends of M-Commerce Infrastructure of M-Commerce and Comparison between E -Commerce and MCommerce Security and Bandwidth issues in E -Commerce Trading process in M-Commerce Trends in technology: developing markets for E -commerce