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MBA 301: Mergers And Acquisitions

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Aims of the Course:

The objectives of this course is to sensitize the students about the need for corporate restructuring of achieving fast growth and maximize shareholders value in the context of ever increasing competition thrown up by liberalization and globalization of Indian ecom=nomy. This will develop an understanding of the strategic acquisition and divestiture process. The focus of this course however, will be analyze these decision from a financial perspective emphasizing valuation.

Course Delivery Overview: Introduction , Forms of Corporate Restructuring, Expansion, Mergers and Acquisitions, Tender Offers, Joint Ventures ,Sell Offs ,Spin offs, Split offs, Split ups, Divestitures, Equity Carveouts, Corporate Control, Premium Buybacks, Standstill Agreements, AntiTakeover Amendments, Proxy Contests, Changes in Ownership Structures, Share Repurchases, Exchange Offers, Leveraged Buyout, Going Private, Issue Raised by Restructuring, History of Merger Movements. Types of Mergers: Economic Rationale for Major Types of Mergers, Horizontal Mergers, Vertical Mergers, Conglomerate Mergers, Concentric Mergers, Framework for Analysis of Mergers, Organization Learning and Organization Capital, The Role of Industry Life Cycle, Product Life Cycle and Merger Types. Principles of Valuation: Capital Budgeting Definition and Measurement of Cash Flows, Capital Budgeting Basis for Firm Valuation, Definitions for Valuation Analysis, Application of Capital Budgeting Basis to Four Period Case, Free Cash Flow Basis for Valuation, The No Growth Case, Constant Growth, Supernormal Growth followed by No Growth, Supernormal Growth followed by Constant Growth, Dividend Growth Valuation Model, Comparisons of Valuation Models. Increasing the Value of the Organization: Alternative Measures of Investment Rate, Total Capitalization, EBIT Measure, Calculation of the Cost of Capital, Cost of Equity Capital, Asset Pricing Model, Bond Yield Plus Equity Risk Premium, Average Investors Realized Yield, Dividend Growth Model, Cost of Debt, Cost of Preferred Stock, The Marginal Cost of Capital. Theories of Mergers: Efficiency Theories, Differential Efficiency, Inefficient Management, Operating Synergy, Pure Diversification, Financial Synergy, Strategic Realignment to Changing Environments, Undervaluation, Information and Signaling, Agency Problems , Takeovers as a Solution to Agency Problems , Hubris Hypothesis, The Free Cash Flow Hypothesis Takeover Defenses: Anti Takeover Amendments Types of Anti Takeover Amendment Management Guides for Mergers and Acquisitions: Diversification and Mergers in Strategic Long Range Planning Framework, Merger Analysis in a Value Creation Process Regulatory framework: Company law, cross border, income tax and monopolies competition Commission

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Indicative Reading:

Weston J F Takeovers, Restructuring and Corporate Governance, Pearson Education, 2001

References:

Copeland T, Valuation, Measuring and Managing the Value of Companies, McKinsey & Company, John Wiley & Sons, 2000 Reed F S & Lazoux AR, The Art of Mergers & Acquisitions, Irwin Professional Publishing, 1996. Bhatia N L & Sampat Jagruti, Takeover Games, Taxmann Publishers, 2002. Weston J F & Waver Samuel C, Mergers & Acquisitions, Mc Graw Hill, 2001 Verma J C, Corporate Mergers, Amalgamations & Takeovers Bharat Publications, 1997

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Course Learning Outcomes:

It is expected that after pursuing this course the students will be able to develop competencies in identifying opportunities/areas for mergers, demergers, amalgamations and takeovers etc. carrying out valuation involved therein, huilding upm strategies for them and evaluating the post restructuring performance of the enterprise.

4.

Assessment Methods: To be decided by the faculty

MBA-302 Corporate Communications


1. Interpersonal Communication Importance of Interpersonal Communication Role of Johari Window in Interpersonal Communication FIRO- B

2. Technology in Communication Managing Information inside and outside organizations Communication Technologies- Emails, Videoconferencing, Telephoning and Faxes Nettiquettes

3. Grooming Etiquettes Importance of Personal Grooming Role of Accessories Formal and Informal Grooming

4. Group Discussions 3

GD as a part of selection process Structure of a GD and Types Strategies in GD Mock GD and Video Samples

5. Interview Skills Resume Design Preparation for the job interview Basic Interview Questions Negotiating the job offer Follow up messages after the interview

Methodology : Role Play, Case Studies, Assessment,and PPT A/V Based Discussion with Activity Based Learning. Video Taped and working on the pitfalls

MBA 401 BUSINESS ETHICS AND CORPORATE GOVERNANCE Business Ethics: Introduction to Business Ethics, Ethics, Morals & Values, Concepts of Utilitarianism and Universalism Theory of rights, theory of Justice Virtue ethics ethics of care Law and Ethics The Nature of Ethics in Management Business Standards and Values Value Orientation of the Firm. Typical Problems in Business Ethics: Environmental Pollution & Society Marketing Ethics (in Products, Pricing, Promotion and Place) and Consumer protection Ethics in Human Resources management (Recruitment and promotion policies, Working Conditions,, Down Sizing Workforce), Ethical issues at the top management, Ethics in financial markets and investor protection Ethical responsibility towards competitors and business partners. Corporate Social Responsibility: A Historical Perspective from Industrial Revolution to Social Activism Current CSR practices of the firms in India and abroad. Complexity of Ethical Issues: Conflicts in decision making from ethical and economic point of view Ethical Dilemma Solving ethical dilemma Managerial integrity and decision making. Ethical Leadership: Personal Integrity and self development wisdom based leadership. Corporate Governance:. History of Corporate form and models Corporate

Objectives and goals, Ownership pattern Issues in managing public limited firms Agency problems. Nature & Evolution of Corporate Governance: Global and National Perspectives Global Corporate Governance models Anglo American and Relationship model (Germany, Japan and France)Claims of Various Stakeholders Why governance Changes in eighties Cadbury Report, Hampel Report and OECD Committee Recommendations SOX Act. Internal Corporate Governance Mechanism: Board of Directors Functional Committees of Board Code of conduct, whistle blowers. External Corporate Governance Mechanism: Regulators, Gate keepers, Institutional Investors, Corporate raiders Corporate Governance Ratings Corporate Governance in India: corporate form in India 50s to 90s developments in Corporate Governance in India in nineties and 2000s CII, Kumaramangalam, Narayanamoorthy, Naresh Chandra, JJ Irani Committee reports Legal and Regulatory Changes introduction and modification of Clause 49, Corporate governance in practice in India, cases

SEMESTER III ELECTIVES 1. MARKETING MANAGEMENT MBA MM 01 ADVERTISING AND COMMUNICATION MANAGEMENT COURSE OUTLINE Objective of the course: The aim of the paper is to acquaint the students with concepts, techniques and give experience in the application of concepts for developing an effective advertising programme.

UNIT I : - Nature and Scope of Advertising Introduction & Importance of Advertising Role and functions of Advertising Development of modern advertising, Social and economic aspect of advertising. Classification and types of Advertising UNIT 2 : - Marketing Communications Advertising as a tool of communication, source, message and medium factors AIDA MODEL UNIT 3 : - Planning Creative Advertising Campaign Advertising Objectives & Strategies Creative Campaigning, DAGMAR Approach Copywriting, designing.developing USP, Positioning. UNIT 4 : -Advertising Budget Planning a budget, Advertising budget process, Method of determining advertising appropriation Administering the budget UNIT 5: - Advertising Media Media Planning and Strategy Media Evaluation and selection Suggested Readings 1. S.A. Chunawalla & K.C. Sethia Foundations of Advertising-Theory & Practice,Himalaya Publishing House:Text Book 2. S H H Kazmi & Satish K Batra.Advertising and Sales Promotion,Excel Books,New Delhi---Reference Book 3. Wells,Burnett & Moiriarty.Advertising Principles and Practice.PHI,New Delhi---Reference book 4. Aaker,David A Advertising Management PHI.New Delhi----Reference Book

MBA MM-02 SALES AND DISTRIBUTION MANAGEMENT COURSE OUTLINE Objective of the course: To make the students understand the formal steps followed in a selling process. To develop the conceptual background for appreciating the relationship that exists between sales and distribution of products and services. To prepare the students as better sales managers. Unit 1: Sales and Distribution Strategy; An Overview Marketing, sales and distribution linkage. What is selling? Salesmanship: its relationship with sales management and personal selling. Myths about selling, characteristics of a sales job. Conceptual model of Salesperson-Buyer Dyadic relationship. Selling theories: AIDAS, Right set of circumstances, Behavioral Equation & Buying Formula Theories. Formulation of personal selling strategies Determining the kind and size of sales force. Case: Scripto Inc. (Sales Management Still, Govoni & Cundiff PHI) Unit 2: Selling Process Prospecting: What is prospecting? Steps in prospecting. Pre-Approach and planning the Sale. Approach: Objectives of the approach, methods for approaching prospects, some essentials of a good approach. Sales Presentation or Sales Interview: Objectives of the sales interview, some basic strategies of the interview, the setting for the presentation. Handling Objections: Overall strategy for handling objections, determining and answering hidden objections, basic methods for handling objections. Sales Close: Reasons for failure to close, basic closing tactics, traditional closing methods, the departure after a successful sale, the departure when no sale is made. Unit 3: Sales Organization and Sales Force Management & Control Purpose of sales organization, setting up a sales organization, basic types of sales organizational structure. Sales Quotas: Importance of sales quotas, types of sales quotas. Territory Management: Why establish sales territories? Factors to be considered when designing sales territories, Assign to territories. Unit 4: Marketing Channel and Design An analytic framework for channel design and implementation. Managing Conflict: What is channel conflict? Measuring conflict, consequences of conflict, major sources of conflict in marketing channels, conflict resolution strategies. Sales Display: Objectives of sales display, types of sales displays, process of sales display management. Sales Promotion: Factors influencing sales promotion, tools of sales promotion. Unit 5: Supply Chain Management Meaning of supply chain Need for supply chain management Process of supply chain management Logistical integration Customer service and satisfaction as the main objective

Suggested Readings: 1. 2. Still, Cundiff and Govoni Sales Management, PHI, New Delhi.

Buskirk, Richard H. and Bruce D. Buskirk Selling: Principles and Practices McGraw Hill International. 3. 4. Gupta, S L Sales and Distribution Management, Excel Books, New Delhi. Stern, Coughlan, Anderson and El-Ansary Marketing Channels, PHI, New Delhi.

MBA MM - 03; CONSUMER BEHAVIOUR Course Objective: To facilitate students in critically evaluating a range of theoretical perspectives pertaining to consumer behaviour. To provide insights into consumer psychology and marketing implications therein. To help in explanatory and descriptive understanding of actions and practices of consumers. COURSE OUTLINE Unit 1: Introduction to Consumer Behaviour; Market Segmentation (09 Sessions) What is meant by Consumer Behaviour? The study of Consumer Behaviour. Why study Consumer Behaviour? Why the field of Consumer Behaviour developed? Environmental influences on consumer behaviour: Black Box Model, Cultural Factors, Subcultures, Social Class, Social Factors, Opinion Leaders, Reference Groups, Family. Personal factors influencing consumer behaviour: Age and Life cycle stage, Lifestyle, AIO (Activities, Interests, Opinions) Model, VALS (Values and Lifestyle) Model. Profile of the Indian Consumer. Market segmentation: Bases for segmentation, criteria for effective targeting of market segments. Concentrated versus differentiated marketing. The concept of counter segmentation. Unit 2: Consumer Decision Process and Consumer Behaviour Models (09 Sessions) Consumer decision process model. Consumer behaviour models: Traditional Approaches Contemporary Models: Nicosia Model, Howard Sheth Model, Engel Blackwell Miniard Model.

Unit 3: Consumer Motivation; Personality and its Relationship with Consumer Behaviour (09 Sessions) The meaning of motivation, needs and goals, positive and negative motivation, rational versus emotional motives, the dynamic nature of motivation, the concept of frustration in an individual, defense mechanisms, arousal of motives, types and systems of needs, the measurement of motives and motivational research. Meaning and nature of personality, Theories of personality: Freudian Theory, Carl Jung Personality Types, Neo-Freudian Personality Theory, and Trait Theory. Personality and understanding consumer diversity consumer innovativeness, consumer susceptibility to interpersonal influence, consumer materialism and consumer ethnocentrism. Self and self-image.

Unit 4: Perception and Consumer Imagery

(09 Sessions)

Meaning of perception, concepts of absolute threshold and differential threshold, the dynamics of perception, some important selective perception concepts: selective exposure, selective attention, perceptual defense, and perceptual blocking. Consumer imagery and perceptual interpretation, the concept of perceived risk, types of perceived risk, how consumers handle risk? Unit 5: Consumer Learning and Attitudes (09 Sessions)

What is learning? Elements of learning. Behavioral learning theories: classical conditioning and instrumental conditioning. The concepts of repetition, stimulus generalization, and stimulus discrimination. Attitudes and their characteristics. Structural models of attitude: tricomponent attitude model, multiattribute attitude model, theory of trying to consume, attitude toward the Ad model. How attitudes are learned? Sources of influence on attitude formation. Suggested Readings: Leon G. Schiffman and Leslie Lazar Kanuk Consumer Behaviour, Pearson Education -----Text Book. S Sumathi and P Saravanavel Marketing Research and Consumer Behaviour, Vikas Publishing House Pvt. Ltd. ------ Supplementary Text Book. Blackwell, Miniard, Engel: Consumer Behaviour Thomson Publishing ---- Reference Book. Satish K Batra and Kazmi S H H: Consumer Behaviour, Text and Cases Excel Books, New Delhi ---- Reference Book. M S Raju and Dominique Xardel: Consumer Behaviour, Concepts and Applications, Vikas Publishing House Pvt. Ltd., ----- Reference Book. Assael, Henry: Consumer Behaviour and Marketing Action India Edition Thomson Learning / Cengage ------------- Reference Book. Loudon and Della Bitta: Consumer Behaviour, Concepts and Applications Tata Mc-Graw Hill ---- Reference Book.

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MBA - MM-04 STRATEGIC BRAND MANAGEMENT Course Objective: The course is designed to improve students marketing skills and understanding of specific branding topics, as well as big picture issues of how various aspects of marketing fit together, all from a brand equity perspective. Accordingly, Strategic Brand Management is organized around key product and brand management decisions. Hence the course has two fold objectives to provide an understanding of the important issues in planning and evaluating brand strategies, and to provide the appropriate concepts and techniques to improve the long-term profitability of brand strategies. Unit I No. of Sessions 6

1. Product Management- What is a Product- Product Personality, Types of Products- Product Line, Product Mix, strategic decisions 2. Product Development- What is a Product- - Changes affecting product management- Developing Product Strategy Setting objectives & alternatives, Product strategy over the lifecycle, Customer analysis, Competitor analysis, Design of manufacture. 3. New product development- Product Differentiation Unit II No. of Sessions 8

Introduction to the concept of Brand Management: Brand Meaning, Definition, Product Vs Brands, Why do Brands Matter? Evolution of Brands, Examples of Strong Brands, Functions of Brand to consumer, Role of Brand- Advantages of Brand, Product Vs Brand, Branding- Meaning, Creation of Brands through goods, services, people, Organisation, Retail stores, places, online, entertainment, ideas Unit III No. of Sessions 10

Brand Management-Meaning & Definition. Strategic Brand Management Process-Meaning, Steps in Brand Management Process. Customer Based Brand Equity-Meaning, Model of CBBE Brand Equity: Meaning, Sources, Steps in Building Brands, Brand building blocks-Resonance, Judgments, Feelings, performance, imagery, salienceBrand Building Implications, David Aakers Brand Equity Model Measuring Sources and outcomes of brand equity-holistic and comparative methods, qualitative and quanitative methods, Brand Audit.

Unit IV

No. of Sessions 8

Brand Identity : Meaning of Brand identity, Need for Identity & Positioning, Dimensions of brand identity Choosing Brand Elements criteria for choice brand element options and tactics Brand positioning Meaning, Point of parity & Point of difference, Competative Frame of Reference, Positioning guidelines, Brand Knowledge Structures Brand Awareness,Brand Recall and Brand Recognition, Creating Mental Maps Brand Image Determining Desired Brand Knowledge Structures Meaning of Leveraging Secondary Brand Knowledge,

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Brand Value: Definition, Core Brand values, Brand mantras, Internal branding, Emotions and Brands, Symbolic and Functional Brands, Managing brand Touchpoints (service brands) Unit V No. of Sessions 8 Brand Strategies Brand Extension- Meaning, Types, Needs, Advantages & of Brand Extension, Brand-Product matrix, Corporate Branding BrandHierarchy, BrandPortfolios, LineExtensions, Category Extensions

Disadvantages Strategy

Brand extension and brand transfer- Managing brand over time. ), Brand Repositioning: Meaning, Types of repositioning strategies in Indian Marketing, Branding In a Global Market. CASES/CASELETS TO BE INCORPORATED IN QUESTION PAPER Suggested Readings: 1. 2. Strategic Brand Management by Kevin Lane Keller, PHI, New Delhi. 4. Strategic Brand ManagementRichard Elliott Oxford Press, V Verma, Chunnawalla & Larry Percy,

REFERENCBOOKS: 1. Brand ManagementHarish 2. Compendium Brand Management 3. Managing Indian Brands S Ramesh Kumar

Excel Books HPH,

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MBA MM-05 Services Marketing Course Objective: To make the students realize special characteristics of service products and their impact on marketing strategies. To appreciate the importance of service quality and customer satisfaction. The focus will be on learning through case studies. COURSE OUTLINE Unit-1: Introduction to Services Phenomenon Introduction to the concept of services Myths about service industries Reasons for growth and current status Differentiating services from goods Defining services phenomenon Role of Services in Economy: The International scenario, The Indian scenario. Unit-2: Service Characteristics and Marketing Implications; Knowledge of Buyers Introduction Marketing implications of services characteristics Decision making roles Classification of buyers-personal and organizational Consumer decision-making Purchase model for services Factors influencing buyers behaviour Consumer evaluation of services Post purchase behaviour Unit-3: Marketing Mix in Services Introduction The marketing mix in services The First P-Service product or Service package: The service package Market communication of the service offering Developing new service offering The Second P- Pricing: Guidelines of service pricing Pricing objectives The Third P- Place or Distribution: Channel configurations of services The Fourth P- Promotion: Promotion objectives

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Target audience Planning the promotion mix Consumer promotions in service marketing Guidelines for selling services Guidelines for public relations and publicity Suggestions for communication strategy The Fifth P-People or Internal Marketing The Sixth P-Physical Evidence The Seventh P-Process Management Unit - 4: Differentiation Strategies and Demand Management and Productivity Introduction Managing differentiation Steps in differentiation Differentiation versus positioning Productivity: Strategies for productivity, improving staff performance through training, introducing systems and technology, reducing service levels, customer interaction, reducing mismatch between supply and demand. Managing capacity or controlling supply. Unit - 5: Service Quality and Service Strategies Introduction Managing Quality Revisiting marketing process Revisiting the services marketing mix Market planning in services Critical success factors in services marketing Revisiting customer orientation Customer relations in services marketing Suggested Readings: 1. Ravi Shanker: Services Marketing The Indian Perspective, Excel Books, New Delhi ---Text Book 2. Christopher Lovelock: Services Marketing People, Technology, Strategy, Pearson Education, Delhi --- Reference Book 3. Valarie A. Zeithaml & Mary Jo Bitner: Services Marketing Integrating Customer Focus Across the Firm, Tata Mc-Graw Hill ---Reference Book

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4. INTERNATIONAL BUSINESS

MBA-IB-01 INTERNATIONAL BUSINESS MARKETING 1. Introduction - Introduction to Global Marketing, The Global Marketing Environment, Regional Market Characteristics and Preferential Trade Agreements. 2. Social and Cultural Environments. 3. The Political, Legal and Regulatory Environments of Global Marketing. 4. Global Information Systems and Market Research. 5. Segmentation, Targeting and Positioning. 6. Importing, Exporting and Sourcing. 7. Global Market Entry Strategies: Licensing, Investment and Strategic Alliances, Global Marketing Channels and Physical Distribution. 8. Brand and Product Decisions in Global Marketing, Pricing Decisions. 9. Global Marketing Communications Decisions - Advertising and Public Relations, Sales Promotion, Personal Selling and Special Forms of Marketing Communication. 10. Strategic Elements of Competitive Advantage, Leadership, Organization and Corporate Social Responsibility.

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MBA IB-02 Cross Cultural Communication Unit I Communication and its need in business, elements of Communication Process Objectives of Communication Effects of good and sound communication the Cs of good communication. Unit II Types of Global Business entities Components of Culture, Constituents or precursors of Culture, Concept of stranger and prediction levels of Communication, Role of Culture on Individual Identity: physical body, sensibilities, emotions, rationale intellectuality. Unit III Multiculturalism and Cultural Diversity Culture and its effects on organizations, Variables of cultural diversity Different approaches towards understanding cultural diversity-Hofstedes Approach Halls and Halls Approach. Unit IV Managing Cross Cultural Communication Cultural Characteristics of business operations across countries Case studies of certain countries: USA, UK, France, Middle Eastern Countries, China, Japan. Unit V Etiquette advantage in business communication, IMPACT, dealing with people face to face, Handling Introduction, Handling Business Meetings, Business attire, Art of Dining and social conversation. Reference Book: Cross Cultural Marketing Robert Rugimdana & Sonny Kwankwo

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MBA IB - 03 Export Import Procedures & Documentation 1. Introduction - Major acts related to Foreign Trade: Foreign Trade (Development and Regulation) Act, 1992 FEMA Customs Act Objectives of Foreign Trade Policy Export Licensing General provisions of Export and Import as given in the FTP. 2. Export documentation Foreign exchange regulations, Quality control and preshipment inspection, Export trade control, Marine insurance, Commercial practices. 3. Export Procedures - Central Excise clearance Custom clearance, Role of clearing and forwarding Agents, Shipment of Export Cargo, Export Credit , Export Credit Guarantees and Policies, Duty draw-backs 4. Electronic Data Interchange (EDI) System Definition, Benefits, and key Components of an EDI system EDI and Bar Coding EDI standards Value Added Network Services (VANS) Role of EDI in Business. 5. Special Issues- Export by post parcel and by Air, GSP Certificates of origin, Customs clearance of Import Cargo, Documents prescribed by Importing countries, Standardized Export Documentation. References: 1. 2. 3. 4. Export Manual Nabhis Publication Export Import & Logistic Management Usha Kiran Rai Indian Foreign Trade- Raj Aggarwal Export Import Mngt. Asim Kumar Export Management P. K. Khurana

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SEMESTER IV ELECTIVES MARKETING MANAGEMENT


MM 06: RURAL MARKETING Course objective: In India the rural economy contributes nearly half of the countrys GDP and the size of the rural market in durables and FMCG is bigger than its urban counterpart. In recent times Rural Marketing has emerged as an important internal sub-division within marketing discipline particularly in the context of a large rural economy like India. Through the course, the participants will be introduced to a more holistic perspective of rural marketing. To provide an overview of rural markets and emerging perspectives of rural marketing. To share the experiences of institutions engaged in rural marketing in the form of case studies. Unit 1 Rural Marketing: An Introduction & The Rural Marketing Environment Defining Corporate Rural Marketing, The Evolution of rural Marketing The Rural marketing Environment, Structure of rural markets Rural markets Changing scenario Rural and Urban Markets: A Comparative Analysis Rural Marketing: Challenges and Opportunities Unit 2 Understanding the Rural Consumer Changing profile of rural consumers The Factors affecting Purchase Decision The Buying Decision Process Opinion Leadership Process Diffusion of Innovation & Brand Loyalty Unit 3 Assessing & Capturing Markets The Rural Market Research The STP Approach, Rural Marketing Strategies- The Marketing Strategy Planning , Execution & Implementing Unit 4: Rural marketing Mix Product- New Product Development for the Rural Market, Product Life Cycle Pricing, Promotion & Place Strategies Rural retail channel management e- rural marketing organized rural retailing, Corporate social Responsibility in rural markets

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Unit 5:

Agricultural Marketing & Contemporary issues

Marketing of agricultural inputs & output, Agricultural co-operative marketing Text Book: 1. Balram Dogra, Rural Marketing: Concepts and Practices, Tata McGraw-Hill Suggested reading 1. 2. 3. 4. 5. 6. Kashyap Pradeep Raut Siddhartha Raut, The Rural Marketing Book 2007/08 edition, Biztantra Publication Ramkishen Y New Perspectives in Rural & Agricultural Marketing Jaico Books Rural Marketing in India- Strategies & Challenges New Century Publications Krishnamacharyaulu C.S.G, Ramakrishnan Lalitha Rural marketing Text & Cases a. Pearson education Krishnamoorthy Introduction to Rural marketing, Himalaya Publishing House 2008 edition

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MM 07: Customer Relationship Management Course Objective The objective of this course is to introduce students to the concepts and methods of CRM. The course will have a hands on, methodological orientation. The goal is to put students in contact with real world applications and databases. Upon completing this subject students should have a working knowledge of CRM and related database marketing techniques, and an appreciation of their potential and limitation. Unit I Introduction: Definition of CRM, common misconceptions, components of CRM, CRM processes and systems, CRM marketing initiatives- cross selling & up-selling, customer retention, behavior prediction, customer profitability and value modeling, channel optimization, event based marketing. Case Study: We have got a huge success in our hands. Unit II CRM Marketing Aspects: data utilization, developing CRM strategy, building CRM component, analyzing and segmenting customers, creating CRM culture, building an operational infrastructure Mini project Unit III Operational CRM: Sales Force Automation(SFA)- sales process/activity management, sales and territory management, leads management, SFA and mobile CRM, Customer Service and Support(CSS)-call centre and customer care, call centres and human resources, capacity planning, key performance indicators, Internet, websites and direct mail. Case Study: Life of a novice call centre agent. Unit IV Analytical CRM: Relationship data management- customer identification, customer profiling, data analysis and data mining- experiences with data analysis, OLAP, data mining, segmentation and selectionssegmentation study as input of the marketing strategy, retention and cross sell analysis, customer lifetime value(CLV). Case Study: Garnier, The Beauty bank( IDM Business Performance Award 2003-Silver winner) Unit V Collaborative CRM and e CRM and CRM implementation: CRM in B2B, Enterprise Resource Planning(ERP), Multi channel CRM, Data warehouse, content management. Case Study: Pampers: Relationship building using multiple channels Suggested Books: 1 CRM At the Speed of Light- Paul Greenberg, TMH Publication 2 Customer Relationship Management-getting it Right- J W Kincaid, Pearson Publication 3 The CRM Handbook- A business Guide to Customer Relationship Management- J Dyche, Pearson Publication 4 Customer Relationship Management- Ed Peelen Pearson Publication

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MM 08: INDUSTRIAL MARKETING Course Objectives: To create awareness about the nature and systems of industrial (B 2 B) marketing. To acquaint the students with industrial buying behavior and purchase system, leading to understand the complex dimensions of industrial marketing. To familiarize with application of marketing mix in industrial and business marketing.

Unit I: Basic Dimensions (2 sessions) The Industrial market system the industrial marketing concepts the difference between industrial marketing and consumer marketing the nature of demand in industrial goods. Unit II: Industrial Purchase system (4 sessions) The various dimensions of industrial buyer industrial buyer behavior types of purchasing organization organizational buying process and purchasing system value and vendor analysis. Unit III: Marketing Strategy (6 sessions) Marketing research and market information systemproduct decisions and service component performance product definition service definition segmentation of industrial markets technology and industrial markets. Unit IV: Channel Strategy (6 sessions) Industrial distributors physical distribution and marketing strategy logistics management customer service formulation of a channel strategy conditions affecting pricing of industrial products. Unit V: Price and Promotion Components (6 sessions) Pricing decisions new product introduction competitive pricing policies Industrial advertising personal selling selecting, training, supervision and compensating sales persons. Unit VI: Customer Relationship strategies (6 sessions) Relationship marketingBuyer- seller connector Managing buyer- seller relationships Customer relationship management Gaining a customer relationship advantage. Case Studies and applications shall be used. Each session consists of 90 minutes class lecture. Suggested Readings: 1. Reeder, Robert R. et al (2002), Industrial Marketing: Analysis, Planning and Control, Prentice Hall of India, New Delhi. 2. Corey, E. Raymond (1983), Industrial Marketing: Cases and concepts, 3rd edition, Englewood Cliffs, Prentice Hall Inc., New Jersey. 3. Webster, F.E (1979), Industrial Marketing Strategy, 2nd ed. John Wiley, New York. 4. Hill, Richard, (1975), Industrial Marketing, Homewood, Illinois. 5. Hutt, Michael. D, Speh, Thomas (2004), Business Marketing Management, South- Western, Thomson Learning, Ohio, USA. 6. Reid, Davis, Plank, Richard (2004, Fundamentals of Business marketing Research, Best Business Books, Haworth Press, NY.

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MM 09: Strategic Retail Management UNIT I- INTRODUCTION TO THE WORLD OF RETAILING What is Retailing?, Economic Significance of retailing, Opportunities in retailing Types of retailers, Multi Channel Retailing: A view into the future Retail in India,Trends in consumerism. UNIT II- RETAILING STRATEGY PLANNING PROCESS What is a retail Strategy? Building a sustainable competitive advantage,value chain analysis Customer loyalty, Location, Human Resource Management. Distribution & Information Systems The Strategic retail planning process UNIT III-MERCHANDISE MANAGEMENT Buying MerchandiseBrading Strategies,Connecting with vendors, Negotiating with Vendors, establishing & maintaining strategic relationships with vendors PRICING STRATEGIES Merchandise Pricing Strategies,Approach for setting price,Price Adjustments. UNIT IV- RETAIL MARKETING & COMMUNICATION Retail marketing mix :segmentation,targeting,positioning. Retail communication MixPOP displays customer service Methods of communicating with customers Paid Impersonal communications, Paid personal communications Unpaid impersonal communications, Unpaid personal communication Strengths and Weaknesses of communication Methods Planning a retail communication process

UNIT V- STORE MANAGEMENT Managing the Store,Store Layout,Design,and Visual Merchandising ,atmospherics, space planning, &Mall Management Pedagogy The teaching methodology is based on active class participation through lectures, case discussions and analysis. Each student is to come prepared for case on individual basis. Written analysis of cases may be required to be submitted in-group or on individual basis. Internal Evaluation Internal assessment will comprise of 40 marks, which may be divided among the following components:

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- Attendance and class participation Case discussion - Case analysis(domestic and international in nature) - Group assignment - project work - Sessional test Suggested Reading 1. 2. 3. 4. Retailing Management by Levy and Weitz, Tata Mcgraw-Hill Publication (Text Book) Retailing Management Swapna Pradhan, Tata Macgraw Hill Publication (Reference Book) Retailing Marketing Management by David Gilbert, Pearson Publication (Reference Book) Retailing Management by Chetan Bajaj, Rajnish Tuli, Nidhi Srivastav by Oxford University Press (Reference Book)

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MM 10: Logistics and Supply Chain Management Course Objectives Learn the basic elements of logistics and supply chain management. Develop ability to analyze and solve logistics/ supply chain related problems. Learn how to use models and tools in logistics/ supply chain management.

Unit I: Introduction to Logistics and Supply Chain Management (3 sessions) Fundamentals Importance and Objectives of L&SC, Interface with Marketing and Production, SCM processesplan, source, make, deliver, return SC decision areas- facilities, inventory, transportation, information Operations strategy and SC designs SC dynamics and integration Competitive focus SC performance measurement. Unit II: Planning and Designing a Supply Chain Network (5 sessions) Demand forecasting in SC Managing demand and supply in SC Decisions in SC network design Factors influencing network design Phases of network design Network optimization model for regional configuration of facilities Unit III: Inventory Management and Processes in SC (6 sessions) Revision of inventory fundamentals Basic EOQ models Various models of order quantities and order points Lot sizing with multiple products Inventory review policies Materials requirements planning Just-in-time manufacturing Purchasing & supply chain scheduling Warehousing Returns management Customer service focus Order fulfillment SC issues in retail operations, Packaging and materials handling.. Unit IV: Distribution and Transportation Networks (8 sessions) Physical Distribution and Logistics Warehousing and Distributing Centers Facilities Location Transportation Systems: Facilities and Services Dispatch and Routing Decisions and Models, International Logistics management.. Distribution network in SC and its performance measures Types of distribution network Selection of a distribution network Role of transportation in SC Factors affecting carriers and shippers decisions Modes of transportation Types of transportation network Trade-offs in transportation design. Unit V: Coordination and Organization in SC (4 sessions) Bullwhip effect Partnering and coordination in SC Outsourcing decisions in SC Communication flow decision Inter- functional and Inter- organizational cooperation decision. Unit VI: Contemporary issues and Information Technology in SCM (4 sessions) Financial flow in SC Use of IT in SC SC macro processes E-business and its impact on supply chain's responsiveness and costs. Case studies and application examples shall be used. Each suggestive session consists of 90 minutes. Suggested Readings 1. Chopra, S., Meindl, P., Supply Chain Management: Strategy, Planning, and Operation, ed.ii, 2004, PHI. 2. Gaither N. and Frazier, G., Operations Management, ed. ix, 2002, Thomson. 3. Krajewski, L.J. and Ritzman, L.P., Operations Management: Processes and Value Chains,ed.vii, First impression, 2006, Pearson Education. 4. Simchi-Levi, D., Kaminsky, P. and Simchi-Levi, E., Designing and Managing the Supply Chain, ed. ii, 2004, TMH. 5. Ballou, Ronald (2005), Business Logistics/ Supply Chain Management, Pearson education 6. Icfai Center for Management Research (2003), Supply Chain Management

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Text Book: Kashyap Pradeep Raut Siddhartha Raut, The Rural Marketing Book 2007/08 edition, Biztantra Publication Suggested reading 1. Ramkishen Y New Perspectives in Rural & Agricultural Marketing Jaico Books 2. Rural Marketing in India- Strategies & Challenges New Century Publications 3. Krishnamacharyaulu C.S.G, Ramakrishnan Lalitha Rural marketing Text & Cases Pearson education 4. Krishnamoorthy Introduction to Rural marketing, Himalaya Publishing House 2008 edition

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