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INTERNAL ASSIGNMENT APPLICABLE FOR JUNE 2021 EXAMINATION

Service Operations Management
1. Discuss the Role of Service Engineers in Engineering Service Operations. Explain the three techniques used to evaluate service operations with reference to a Banking/ Financial Service setup (10 Marks)
2. Discuss the concept of Front Office & Back Office in Service Operations. Explain which services are categorized in these two types w.r.t. a Healthcare (Hospital) setup
3. The Education Sector is a good example wherein the Service operations involves elaborate planning prior to the start of each processing cycle (academic year). The services are evaluated by the customers and rated highly based on the service that the institute provides. With reference to the education sector discuss the following aspects of service operations
a. Discuss the elements that are planned in a Service Framework. (5 Marks)
b. To ensure that all processes will run effectively and error free, how can educational institutes adopt the concept of Service (Blueprinting) in their operations.

Enterprise Resource Planning
1. The following complaint is brought to your attention in the organization: Customers are not satisfied because of the lack of prompt response from the organisation regarding delivery and after sales service ". Can Implementation of an ERP solution address this complaint? Describe the areas of business you would identify for implementation in such a situation. How can new technologies help the organisation create satisfied customers? (10 Marks)
2. A well-executed ERP system is a springboard for launching a company into e-business . Discuss this with an example. (10 Marks)
3. Whole Foods, a company that manufactures, markets and distributes food products has a partially computerised system where the sales person prepares a sales order and a data entry operator records it in a system. This has resulted in errors and delay in executing the order. The company is planning to develop a new system to enable salespeople to enter sales data more accurately and promptly. According to the marketing director who is proposing the system, salespeople would use the system to record information about customer orders instead of data entry operators having to transcribe order information from sales order entry forms. Whole Foods is identifying a solution that would reduce the production time and provide support to sales and marketing.
a. How can an ERP address their concern? How will integration help in reducing the production time? (5 Marks)
b. Identify the players and discuss the inter relationship between various functions by presenting the order fulfilment process.

Total Quality Management
1. As per news reports, Samsung's clients were asking the company to develop a 200MP sensor last year. However, technical difficulties with production yield resulted in the failure of Korean company to deliver the sensor on time. Samsung is trying hard to overcome those hurdles and is all set to introduce a 200MP camera for Smartphone this year. As a consultant how are you going to help Samsung to understand the client s needs, and further translate them into product features and quality plan for the new products while keeping the other global competitors performance in view? (10 Marks)
2. Stephen Hawking and other well-renowned scientists attempt to understand our universe, in part, by trying to understand its beginning, a theory commonly known as the big bang. Starting at, or striving for, the where, why, and how of something has even become a part of the nomenclature, now often referred to with a zero Ground Zero (when, where) and Patient Zero (who). It s no different with Statistical Process Control, or SPC, minus the zero, perhaps. Explain the methods of SPC using suitable example(s). Discuss the main objectives of SPC.
3. In order to foster a culture of Innovation and focus on Quality, the Hindustan Zinc s Pantnagar metal plant has 17 active quality circle (QC) teams at present. The employees also take great pride in voluntarily driving the circles and achieving new heights to deliver business targets, strengthen reliabilities of asset and contributing towards sustainable growth, team building, reduction in waste and create a stress free work environment. Source: India CSR network (2021, 5th Jan). Hindustan Zinc s Pantnagar Metal Plant wins big at the National Convention on Quality Concepts Awards 2020 https://indiacsr.in/hindustan-zincs-pantnagar-metal-plant-wi
ns-big-at-the-national-conventionon- quality-concepts-awards-2020/
a. Explain the concept of quality circle. Discuss the composition of quality circle.
b. Discuss the main characteristics of Quality Circles. What are the main objectives of quality circles? Explain how Quality circles lead to stress free work environment.

Project Management
1. Provide details for each stages of the Generic Project Life Cycle Model for a hypothetical project of conducting Annual Day in your university. Include specific actions which are required in this project and give your comment about which will be the most critical stage for this project.
2. Government is undertaking a major renovation in railway infrastructure. There are four possible options (Project-01 to Project-04). Based on your instructions, following data about the feasibility of the projects were collected. Data is in two parts. The ratings (on a scale of 1 to 10, where 1 indicate POOR and 10 indicate GOOD) on eight aspects and financial information. Conduct the feasibility analysis based on rating and using (Net Present Value) NPV method (use Discounting Rate as 10% per year). Give your recommendation for the type of project to be selected for this purpose.
Feasibility Project-1 Project-2 Project-3 Project-4
Operational 3 5 7 7
Market 7 6 7 5
Technical 7 2 5 3
Economic 8 2 5 3
Financial 6 10 5 4
Legal and Regulatory 2 5 9 5
Environmental 2 7 10 7
Social 5 2 6 4
I C1 C2 C3 C4 C5 C6
Project-01 Cashflow -45 15 15 15 15 15 15
Project-02 Cashflow -50 20 20 20 20 20
Project-03 Cashflow -60 25 25 25 25
Project-04 Cashflow -55 18 18 18 18 18 18
3. A project has 11 activities: Activity-A to Activity-K.
a. Prepare a network diagram and list different chains of activities. Use the following information.
Activity No: A B C D E F G H I J K
Predecessor A B B D D C F,G E H,I,J
b. Compute the project duration and identify critical path. Use the following additional information.
Activity A B C D E F G H I J K
Duration 2 3 3 7 8 3 5 10 4 6 3

Operations and Supply Chain Strategies
1. Mr. Gupta is supply chain manager at Mega Mart one of the leading retail organization. In the initial days of COVID 19 situation there was sudden rise in demand of FMCG products. It was different kind of the disruption for the retail industry. In that scenario every business required some competitive edge to sustain in market. Discuss different supply chain drivers with Mr. Gupta that ultimately helps Mega Mart to enables entire supply chain. (10 Marks)
2. Mr. Bansal was working with reputed tuition classes and having rich experience in teaching. One-day innovative idea came to his mind to start online classes. This idea will give Mr. Bansal more students and better geographic reach. Suddenly he left the job and started his online classes business. He struggles a lot in initial days of business but later he manages his business in break even. Explain existing situation of online learning classes with respected to industry life cycle.
3. XYZ Ltd Tourism Company running business from last 10 years and have many good customer base. Company also operated offices in multiple cities. But due to COVID 19 company faced a lots of challenges. Because of such pandemic situation people were not traveling and not using any of company s service. At the same time company was not able to generate revenue and not able provide salaries to employees.
a. You are appointed as business consultant in the organization. Suggest some corporate level strategies that ultimately helps them. (5 Marks)
b. Should company use retrenchment strategy or not? Discuss

Digital Marketing
1. What is world-wide-web. Discuss Web 1.0 to 5.0 with relevant examples (10 Marks)
2. You run a local beauty parlour in Mumbai. Write a Google AdWords Search Campaign for the same. (10 Marks)
3.a. Discuss the various stages of the SOSTAC framework (5 Marks)
3.b. With relevant examples support each stage of the SOSTAC framework

Services Marketing
1. You are hired as a consultant by a newly set up supermarket in Noida called Spark. Can you guide them about the 4 I s of Service Marketing and what strategies can they use to overcome the same? (10 Marks)
2. Super JET a private chartered flight company wants to use your help in designing their flower of Service. Can you guide them on the same? (10 Marks)
3. XYZ Ltd. is a company which deals with rendering Intellectual Property Rights services to various corporate houses in Mumbai
a. They are losing out to competitors as they are not able to understand customer expectations. Can you guide them on the factors influencing customer expectations and the components of customer expectations? (5 Marks)
b. Also, can you guide them that how can they improve the customers service encounter with the help of the servuction system?

Sales Management
1. Astus Auto, is a new start up dealing with CNG two wheelers. They have hired you as a sales consultant. Can you guide them with the Sales process with regards to their product?
2. You are hired as the HR Manager for Sales Force Mumbai, a company dealing with managing contract sales for various apparel brands in Western India. Can you guide your team about the best strategies to recruit, select and train best sales employees?
3. A newly set up Sales start up, dealing in sales and distribution of different types of soles for shoes to various shoe manufacturers has hired you as their consultant.
a. They are confused between whether they should go a centralization or decentralization in their management style. Can you guide them with features of both along with their benefits and problems? (5 Marks)
b. Also, can you guide them about the various types of Sales Organizational structures they could choose from for their organization?

Corporate Finance
1. Org Pvt. Ltd. is considering two mutually exclusive capital investments. The project s expected net cash flows are as follows:
Expected Cash Flows
Year Project A Project B
0 -400 -575
1 95 150
2 110 200
3 118 250
4 125 275
5 140 230
6 150 180
a. If you were told that each project s cost of capital was 10%, which project should be selected using the NPV criteria?
b. What is each project s IRR?
c. What is the regular payback period for these two projects?
d. What is the profitability index for each project if the cost of capital is 12%?
2. Assume that your father is now 55 years old and plans to retire after 5 years from now. He is expected to live for another 15 years after retirement. He wants a fixed retirement income of Rs. 1,00,000 per annum. His retirement income will begin the day he retires, 5 years from today, and then he will get 14 additional payments annually. He expects to earn a return on his savings @ 10% p.a., annually compounding. How much (to the nearest of rupee) must your father save today to meet his retirement goal?
3. Cummins India Ltd has the following capital structure, which it considers optimal:
Debt 25%
Preference Shares 10%
Equity shares 65%
Total 100%
Applicable tax rate for the company is 25%. Risk free rate of return is 6%, average equity market investment has expected rate of return of 12%. The company s beta is 1.10.
Following terms would apply to new securities being issued as follows:
1. New preference can be issued at a face value of Rs. 100 per share, dividend and cost of issuance will be Rs. 10 per share and Rs. 2 per share respectively.
2. Debt will bear an interest rate of 9%.
Calculate
a. component cost of debt, preference shares and equity shares assuming that the company does not issue any additional equity shares. (5 Marks)
b. WACC.

Marketing Research
1. As a researcher, you need to identify as to how many Supermarket stores in Bengaluru sell HUL s Nature Protect Range. Which non-probabilistic sampling method would you use to complete your research? Also state the reasons behind choosing that method. Also explain as to how will you proceed ahead with choosing the areas/ localities in Bengaluru to conduct your research alongwith timelines. (10 Marks)
2. You are the Head of a Market Research Organisation. Your FMCG client ITC has recently introduced NimWash, a new type of fruits and vegetable wash owing to Covid- 19 pandemic. The FMCG company wants to understand how customers are reacting to their recently launched product across India. Draft a Questionnaire containing not more than 20 questions that would succinctly address the query posed by the FMCG client. (10 Marks)
3. You have been recently appointed as a New Product Development Head for Micromax India. You have been asked to develop a brand-new innovative product namely 5G enabled affordable smartphone as part of their product portfolio.
a. Explain the process in detail to arrive at the creation of your new product (5 Marks)
b. Is there a need to conduct Test Marketing? If Yes or No, please state your reasons to support your answer.

Entrepreneurship and Venture Capital Management
1. M/s ABC is selling a mobile from last 9 Months. The sales have dropped for their existing model. Company has been facing competition from newly launched products by competitor. The competitors have innovated their products recently. As a consultant explain why is Innovation important to M/s ABC. What are two types of Innovation the organization should apply and provide examples for both the types of innovation for M/s ABC? (10 Marks)
2. Elaborate a business model canvas for any start-up ideas that you have or any of new business that you can think of. (10 Marks)
3. One of your friend Ram has set up a new e-commerce company recently. E-commerce set-up typically would need employees with high customer responsiveness. Company is envisaged to have average age group of 32 to 35 over a period of next 5 years growth / hiring.
a. What are different traits that you recommend your friend to consider while hiring the leadership team. List at least three characteristics that you would recommend Ram to consider, while hiring any staff member. (5 Marks)
b. Under what circumstances do you recommend firing of employees and what steps do you recommend to manage sensitivities around firing of any employee

International Logistics & Supply Chain Management
1. Based on your analysis of the various supply chain planning factors, suggest an appropriate supply chain strategy for an Indian detergent manufacturer. (10 Marks)
2. A company produces home furniture at its plant in the outskirts of Mumbai and sells it through its only retail outlet in Mumbai. The company is now planning to expand its retail operation to 12 other cities in India. Considering the expansion, what will be the different logistical requirements of the company s operations? Explain an appropriate choice of logistics outsourcing strategy for the company. (10 Marks)
3. A large distributor of office supplies in India imports a range of items from several countries, with China, Japan, Germany, Netherlands & France being the major sources.
a. Analyze the options of transportation modes to import the items and explain the choice of the appropriate transportation mode for the same. (5 Marks)
b. Explain the idea of IPOs. How can it help the company in sourcing from these countries? Where would you suggest the company to set up the IPOs?

International Finance
1. Explain different accounts maintained under balance of payments with its components. Also, explain why a stronger rupee could enlarge the India s balance of trade deficit and why a weaker rupee could affect the India balance of trade deficit. (10 Marks)
2. A US based IT firm required GBP 100000 in 180 days. The company feels that exchange rates are expected to fluctuate in the next 6 months. Their near accurate estimate based on a good quality research were as below:
Current Rate of GBP = USD 1.50
180 days forward rate for GBP = USD 1.48
Call premium USD 0.02 (strike price of USD 1.50 for 180 days)
Interest Rates in London for deposits 4.5% and for loans 5.1%
Interest Rates in New York for deposits 4.5% and for loans 5.1%
A fair estimate of exchange rate after 180 days is expected to be USD 1.44 with a probability of 20%, USD 1.46 with a probability of 60% and USD 1.53 with a probability of 20%.
Advise the company on a good hedging strategy. Make suitable assumptions if required and state the same (10 Marks)
3. Conduct the below exercise
Step-1: Click the link
https://www.imf.org//media/Files/Publications/WEO/2021/
Update/January/English/data/WEOJan2021update.ashx
Step-2: Answer the below questions
a. What do you understand by Real GDP? What is the Real GDP Growth Rate of India and China in 2019? What is the estimated real GDP growth rate of India and China in 2020? What is the projected real GDP growth rate of India and China in 2021 and 2022?
b. What is the estimated 2022 GDP Loss (in percentage) in comparison to pre-covid levels (January 2020 forecast) in China and Other Emerging Economies in Asia other than China?

International Marketing
1. You are a South Indian Snacks brand extremely popular in India that sells varieties of Dosa, Idli, Vadas and Chutney. You wish to expand your operations in Qatar. What would be the various Societal & Cultural norms your will consider and why?
2. You are a manufacturer of electric scooters in US. The overall production costs of the scooters are extremely high when you manufacture and sell in the home market. This leaves you with very less profit margin. What would be your strategy to increase your profit margins and why?
3. You are a well-known Turkish brand TURK-NEY (Turkish Honey) that sells Organic Honey throughout the world. Even though there is stiff competition, you see India with a huge potential and plan to expand your retail operations in India.
a. List down 3 global pricing policies. Which of the 3 global pricing policies would you consider and why? Also list down competitors in India in the honey segment (Name any 5). (5 Marks)
b. List down the various marketing and product promotion techniques you will consider and why?

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