TYBMS Sem 5 Syllabus

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 payments, 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 Personnel 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 development

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 business 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 environmental 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 envt,
· 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
· 3C’s
· 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, water, 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 transportation 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/ diffusion 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 comm.

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 planning
· 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, reach, 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 image 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 based 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 important 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 M-Commerce
• Security and Bandwidth issues in E-Commerce
• Trading process in M-Commerce
• Trends in technology: developing markets for E-commerce

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