Tuesday, 16 January 2018



MBA Assignment Solutions
Project Report & Thesis
Contact: Prakash
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Business Communication and Etiquette

Q 1) Share your most memorable interpersonal and intrapersonal interactions in the recent past at your workplace. Which principles govern interpersonal communication?
Q 2) As a customer relationship executive, it is your responsibility to convey the refusal of loan request to your loyal customer via a letter. What steps will you take while drafting the reply to ensure the customer continues to trust your services?
Q 3) You are the lead flight attendant on your aircraft. Your prime responsibility is to guide your crew to provide the best hospitality to the passengers so they prefer travelling with your airlines.
a) During greeting the passengers on board, two things are most important – eye contact and body language. What guidance will you provide to your crew on these important non-verbal behaviors?
b) If your team encounters an irate customer travelling alone with a baby who has been delayed by 7 hours owing to flight cancellation, how will you communicate so that the customer feels comfortable?

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Business Economics

1. Suppose the demand equation for computers by Teetan Ltd for the year 2017 is given by Qd= 1200-P and the supply equation is given by Qs= 120+3P. Find equilibrium price and analyse what would be the excess demand or supply if price changes to Rs 400 and Rs 120.
2. Assume that at the price of ₹75, the demand for the product is 250 units. If the price of the product increases to ₹90, the demand decreases to 150 units. Calculate and analyse the difference in the value of price elasticity using Arc Elasticity Method and Percentage Method.
3. Alpha Ltd was planning to start production next year. Different departments of the company were working together to forecast the demand of the product in the market.
a) If you are manager of the company mention the steps and the factors that would be relevant for forecasting the demand of rice in the market.
b) The price of rice and its demand (in kg) produced by Alpha Ltd in 2018 is given in the table. Fit a linear regression line and estimate and analyse the demand for rice when price is Rs 50 per kg.

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Corporate Social Responsibility

Biobeauty Ltd‘s idea of responsible business is to use only natural ingredients sourced from all over the country, it believes that this will help protect the planet and the people depending on it. It is especially recognised for not testing its products on animals, other brand values are support community, defend human rights and activate self esteem. Last year it donated Rs. 50 lac to support various human rights and women empowerment organization across India.
According to its annual report of 2015-16 it now needs to comply with section 135 of the Companies Act 2013 and spend 2 % of its net profit on CSR. Hence this year Biobeauty will have to spend Rs 10 crore on CSR as per the mandate.
Biobeauty is deeply entrenched in working with the community through its supply chain as it sources majority of its raw material through self help groups (SHG) run and managed by women from rural and tribal areas. It has partnered with multiple NGO’s to help organize these rural/tribal women set up SHG’s and co-operative societies for growing and trading in herbs / flowers/ fruits / berries etc for which it is the captive buyer.
Q1. As CSR Manager you have been asked to come up with three new initiatives/projects from those listed under schedule VII of the Companies Act 2013 that the company can spend its CSR budget on. Design and develop a business plan around these 3 areas that you have selected covering the objectives (impacts expected), goals (target set), target stakeholder, geographical area where it will be implemented, time frame. Please be very specific and relevant to the company and section 135 requirements.
Q2. The CEO at Biobeauty Ltd wants your opinion on whether to partner with an NGO or should Biobeauty work directly with the target stakeholders for the 3 new CSR initiatives /projects selected by you. Prepare a document of approx 1000 words for your CEO giving the advantages and disadvantages for Biobeauty in both the scenarios.
Q3A. Companies Act 2013 requires Biobeauty Ltd to disclose its CSR Policy on its website as well as Annual Report of the company. Based on what you know so far about Biobeauty, frame a relevant and suitable CSR Policy, what is the key purpose of the policy and what are the CSR focus areas of Biobeauty Ltd.
Q3B. As part of CSR Team you have been asked to write a report of approx 500 words, which will be published on the company’s website under “CSR at Biobeauty”, detailing the 3 new CSR initiatives/projects that Biobeauty has implemented in 2016-17. You must use the ones you shortlisted in Ans1.

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Information Systems for Managers

Q.1) A leading global organization GEMS dealing in production field has spread its business all over the world and deal in production of automobile parts at a large scale. Due to market fluctuations and change in customers’ needs and preferences it has become difficult for the organization to manage their operations efficiently. As a result, the products were not delivered on time. There is a need of implementing a robust business process to reduce overhead and move ahead of the competitors. Hence, the organization decided to implement an ERP system for the same. Discuss any five benefits of implementing ERP system in the organization so that it can be benefitted and also the different phases of ERP implementation.
Q.2) Pizza Express is a food chain which has just started its various restaurants all over India which offers various types of pizzas. In order to maintain high rate of consistency and defined standards, the company needs to have an excellent supply chain management. Discuss how maintaining a high standard of supply chain management in the Pizza Express organization will keep stronghold in the country. Also, explain the various steps of supply chain process which can be implemented by the organization.
Q.3) ‘The Coffee’ a leading brand in the field of brand of Coffee sells various varieties of coffees. The company maintained its quality and standards by following and implementing different quality standards in the organization. But few months ago, the security of the organization went on stake due to virus attack by intruders.
3 a). You as Head of the Company will follow which steps for incident handling in the organization.
3.b) Explain the disaster recovery and business continuity planning mechanisms which will help the ‘ The Coffee’ organization to bring back its normal operation.

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Management Theory and Practice

1. Jeff Weiner (CEO- LinkedIn) is known for his open and compassionate leadership style. He spends quite some time coaching his executives and encourages them to put the customer first and think like an owner. Explain with examples, what type of leader is Jeff Weiner and what kind of leadership style (with reference to leadership styles mentioned in your text book) does he practice?
2. ‘The New You’ manufactures garments and is currently engaged in jeans, shirts, trousers, swimwear for men and school uniforms for boys. They have product based organization structure in place. However, it is prohibiting the company to achieve its company-wide goals as each unit operates on its own. The organization intends sharing equipments and experts across products to achieve higher utilization rate. Design an organization structure for ‘The New You’ and list benefits of the proposed structure.
3. Joe was heading the Human Resources Department at Lifelong Insurance Pvt. Ltd. Joe was an experienced HR professional with a track record of successfully managing Human Resources and reducing labor attrition. He recently happened to attend a session on employee motivation where various theories of motivation were discussed. He was highly impressed with the simplicity of the Maslow’s Need Hierarchy theory and Herzberg’s motivation model. He decided to implement the same at the workplace for employees of Lifelong Insurance. He convinced the CEO of the company to incorporate the factors of recognition, advancement, growth for employees. The CEO supported Joe and various plans for employee recognition, advancement, etc were rolled out. The plans received a mixed response. Some found them as a cheap substitute to salary hikes while the back-office staff enjoyed the processes but failed to recognize its impact on work. The field executives said that their job was already challenging and commission on insurance sales acted as a motivator to them. After about a couple of months of implementing these programs, Joe was highly disappointed to notice that the programs did not have the impact as desired. Joe faced severe criticism from the top management of the company.
a. What according to you were the reasons of failure of the strategy adopted by Joe? Discuss with reference to Maslow and Herzberg’s theories.
b. To what extent do you think is money a motivator?

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Organisational Behaviour

1. Sana and Reema joined a quick serve restaurant chain at the head office in the marketing department. Both of them were very happy with the compensation and designation offered to them. Since Sana and Reema joined in the same month so they bonded well together, during one of the conversation Sana got to know that Reema was getting paid 25% more than her. This revelation had caused a conflict between them as it had really saddened Sana which was observable by her hostile behaviour towards Reema. Sana never missed a chance to make Reema feel miserable. Sana Started comparing the fact that both of them had the same qualification and work experience and still she (Sana) was getting paid less than her peer. The situation had worsened so much that they both stopped communicating with each other. You are the HR manager who has observed all this and now you have to come up with techniques with the help of which this conflict can be resolved. Discuss any 4 (four) techniques of conflict resolution and management. Also, conclude the answer by discussing how organisations can avoid/minimise such conflicts.
2. Karan and Sanjay work as Project Lead for two different teams. It has been noticed that Karan is very helpful and empathetic towards his team and supports them in every possible manner. The team in turn is very close knit and can really works hard to accomplish the objectives. They also give Karan full support whenever required by going out of their way. Whereas Sanjay just wants to get the work done by being a tight fisted man. He reprimands his team members in front of outsiders. He only instructs his team and is never in execution front. Sanjay's team is really petrified of him and always is under fear. Team's motivation is very low and everyone is searching for opportunity to move out of Sanjay's team. Compare the leadership style of Karan and Sanjay. Conclude by discussing that in a workplace which style of leadership is better suited.
3. Rajat and Suresh have got their yearly targets and both of them are working hard to surpass each other as by the year end the one who achieves the maximum is going to be awarded in the sales conference with a cash prize of Rs. 50000 which would be given by the CEO of the company. They both are doing their best to win this contest for Rajat, the prime factor is money as he has recently got married and his expenses have increased. Whereas, Suresh comes from a very affluent family and for him getting recognized in front of PAN India team and by the CEO is the driving force. Here, we can see that both Rajat and Suresh had different motives.
a. Based on the above scenario discuss the different types of motives which regulate the behaviour of individuals.
b. With the help of Maslow need hierarchy theory discuss why Rajat, Suresh and even every individual has different motive?

MBA Assignment Solutions
Project Report & Thesis
Contact: Prakash
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Business Law
1. Explain which type of contract does an Insurance falls under. Also, please explain the features of such contract along with rights of an Insurer and Insured vis-à-vis the type of contract entered.
2. Competition law is a specific law which was passed in 2002 and called as “The Competition Act”. It aims at promoting sustainable competition between the various market parties and protect the interests of customers. It also ensures that the freedom to carry out a trade by each party in the market is maintained. It avoids any player from carrying out any activities which have an “adverse appreciable effect on the competition”. Under this law, the Competition Commission of India has been established which is aimed at preventing those activities that have an adverse effect on competition in India. Please describe atleast 2 cases in which Competition Commission of India has prevented adverse effect on competition in India. (For each case please present an introduction, facts and the order passed in the case).
3. Amar had gone to buy Crockery from a Mall. He impulsively selected the crockery from the display area and proceeded to the billing counter. The crockery was from the stock clearance sale and therefore there was no guarantee or warranty on the goods. He paid the amount and left the Mall. Upon exiting the mall he realized that the crockery selected by him suffered from some defects. He went back to the shop and asked to replace the goods, the shopkeeper refused stating that there was no guarantee or warranty and hence was not liable to replace or give any refund. Please advise Amar.
a. Can Amar insist on his claim to replace the goods. Please give reasons for your answer and explain the underlying legal principle. (Please provide an introduction, to your answer along with reasoning and underlying principle).
b. Assuming, “if Amar had not selected the goods but had informed the shopkeeper about his requirement and based on such requirement Amar was provided with crockery”. Would such assumption have any affect to claim of Amar. (Please provide an introduction, to your answer along with reasoning).

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Business Statistics

1. The following results were obtained from medical records about age (x) and systolic blood pressure (y) of a group of 10 women:
The mean and variance of x are 53 and 121 respectively and mean and variance of y are 142 and 169 respectively. Σ(x-X) (y-Y) = 1210. (X is the mean of x and Y is mean of y).
Find the regression equation of systolic blood pressure on age of a women. Also estimate systolic blood pressure of a women whose age is 55.While solving this example, explain the relevant terms used in details.
2. A sarcastic graduate student from Waterloo was testing the American media at the Salt Lake City Olympics about Canadian history and geography. Reporters were given a 10-item multiple-choice questionnaire to complete. Each question had four possible answers. Unfortunately, one reporter wanted to return to the bar for the rest of the morning, so he simply guessed on all of the questions and then handed in the questionnaire. What is the probability that he will score at least 6 out of 10 in this questionnaire? State clearly the assumptions you need to make to solve this question. Also, write a note on the relevant probability distribution you used to solve this example.
3. In order to compare the batting performances in Test Cricket of Indian legends, in a meeting of administrators it was proposed that instead of using arithmetic mean of runs scored in all the innings played, Median score be used as an average to represent the performance. But one member, who happened to be a statistician, objected to the proposal saying that by doing so we are favouring the players like Sachin Tendulkar.
a) Give your opinion with appropriate justification.
b) If it is further decided to compare the performance based on consistency in performance, which statistical measures would you recommend? Substantiate your answer with appropriate justification.

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Essentials of HRM

1. Poshak Ltd. is an apparel company where after Sid joined as an AVP-HR and understood that workforce was not happy with their job profile as they were finding it too routine and monotonous. It has also been noted that the work productivity was decreasing and the employee attrition was increasing. It was implicit that the organisation needed to go for job designing. Suggest all the approaches to Sid for job designing which would prove beneficial for Poshak Ltd.
2. MiniBurgs is a fast food outlet which is now expanding its operation throughout Mumbai. Since it was initially a small joint which kept on growing and now is becoming a chain therefore undergoing a lots of changes. MiniBurgs can only respond better to these changes when the employees are also willing to accept and adapt to the same. The HR team is emphasising that since the business is expanding the workforce must develop their KSA (Knowledge, skill and competencies) regularly for combating any kind of change in the external or internal environment. It was also discussed that there is a need for HRD in Miniburgs. Discuss that why Miniburgs has a need for HRD.
3. Yes bank did something different for its Induction program rather than going by the old conventional methods. The new employees in Yes Bank were greeted with its drum beating session which acted as a stress buster and then it was followed by other various fun activities aimed at experiential learning, instead of the old way of inducting employees which merely focused on PPTs as well speech on organisational culture, etiquettes and opportunities. The employees really appreciated this novel way of induction. As per this case answer the following questions:
a. Yes Bank could have directly asked the employees to report at work, but why induction was needed? Discuss it from organization’s perspective.
b. The employees seemed to have really like the induction, so why it is important from their (employees) perspective? Discuss.

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Financial Accounting & Analysis

1. The following trial balance has been extracted from the books of XYZ Ltd as on 31st March 2017.
Debit (Rs.)
Credit (Rs.)
Share Capital

Plant and Machinery



Opening Stock

Bank Charges

Sundry Debtors

Sundry Creditors


9% Debentures

Manufacturing Wages

Carriage Inwards

Carriage Outwards

Debenture Interest

Bad Debts Provision

Rent, Rates and Taxes


Cash in hand

Cash at bank

10% Investment


Interest on Investment

Factory Expenses

General Reserve

Last year profit



The following additional information is available:
·        Depreciation on Furniture, Plant and Machinery to be provided at 10% per annum
·        Write off Rs. 10000 as bad debts and make a provision for doubtful debts at 5% on sundry debtors
·        Closing stock was Rs. 700000
You are required to-
a. Mention the formula to calculate gross profit and net profit
b. Prepare the profit and loss account for the year ended 31st march 2017 and Balance sheet as on that date.
c. Comment on the position of financial statements as on date prepared by you.
2. A company acquired the following assets three years ago:
Cost (Rs.)
Scrap Value (Rs.)
Useful Life (Years)
Depreciation Policy
Straight Line Method
Straight Line Method

After using the assets for three years, the company decided to change its Depreciation policy as follows:
·        The useful life of the equipment was revised upwards to 8 years, keeping its residual value at Rs. 500000.
·        The useful life of the building was revised upwards to 40 years, keeping its residual value at Rs. 1000000.
These changes have been implemented from the fourth year onwards.
a. You are required to analyze the impact of such changes in depreciation policy on the financial statements of firms, and write a detailed note on the same..
b. How do you think future profits of this company will be impacted because of these changes?
c. Are any disclosures regarding these required to be made?
3. Both A Ltd. and B Ltd. operate wholesale electronic stores throughout India. The financial statements of each business for the year ended as on 31st March, 2017 are as follows:
Balance Sheet as on 31st march, 2017                                   (Rs. in millions)

A Ltd.
B Ltd.

Non-current assets

Property, plant and equipment (Cost less depreciation)

       Land and buildings
Current assets

Trade Receivables
Cash at Bank
                                                                            Total assets
Equity and Liabilities

Share Capital of Rs.10
Retained Earnings
Non-current liabilities

Long term, borrowings
Current liabilities

Trade Payables
Provision for Taxation
                                                     Total equity and liabilities

Statement of Profit and Loss for the year ended as on 31st march, 2017 (Rs. in millions)

A Ltd.
B Ltd.
Cost of Sales
Gross Profit
Operating expenses
Operating profit
Profit before tax
Profit for the year

All purchases and sales were made on credit. A Ltd. and B Ltd. have declared a dividend of Rs. 135 million and Rs. 95 million in respect of the year. The market prices of a share of A Ltd. and B Ltd. are Rs. 6.50 and Rs. 8.20 respectively.
a. Both the companies have approached a particular bank for seeking long term loans. Critically evaluate which of the two companies will get the loan at better terms and conditions.
b. As a potential investor looking for good investment opportunities in this sector, which of the two companies do you find more attractive?

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Marketing Management

1. Construct the 4P’s of Marketing Mix for Starbucks Coffee chain in India alongwith the 3 extended P’s for Services.
2. You are the Chief Marketing Officer for Apple India. Conduct a macro external environmental analysis on 8 factors & suggest whether India is an attractive market for higher range of iphone devices such as iPhone 8, iPhone 8plus & iPhoneX?
3. You are an Italian shoe making firm by the name of “Scarpa” & your target audience is primarily middle class in Europe. You wish to enter the Indian market looking at India’s vast middle class segment which is your intended target market.
a. Which one of the following pricing strategies would you wish to pursue in India? Explain the reasons behind choosing this pricing strategy.
·        Full Cost pricing
·        Psychological pricing
·        Premium pricing
b. Given that Scarpa is a new entrant into India, describe atleast 6 innovative sales promotions campaign aimed at Indian consumers.

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Strategic Management

1. You are the CEO of an Automotive firm in India. Recently you have expressed interest to change your Traditional Inventory System to a Just-in Time Inventory System. Conduct a detailed Force Field Analysis by identifying atleast 3 Driving forces & 3 Restraining forces each & suggest atleast 3 ways of reducing the restraining forces.
2. During the year 1999, Vodafone, a UK based telecom company decided to acquire Mannesmann, a German cellphone company. Identify the nature of acquisition in this case. Which one of the following types of acquisition would you categorise this to be the most appropriate?
·        Hostile Takeover
·        Friendly Takeover
·        Merger OR
·        Demerger
Describe in detail the process undertaken of your chosen option. If you were the CEO of the Vodafone, would you undertake this above mentioned step?
3. You have been appointed as a Consultant to a Malaysian automotive company wanting to enter India.
a. Conduct a PEST analysis for India as a market.
b. Based on the PEST analysis conducted, would you recommend a positive entry or suggest a no entry into the Indian market. State your response with atleast 4 reasons.


MBA Assignment Solutions
Project Report & Thesis
Contact: Prakash
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Brand Management

1. The competition in the Indian Dairy sector suddenly seems heating up. With many private dairies also joining the bandwagon. For the first time, India’s largest global player in this industry “AMUL” is facing the heat. Can you suggest some Brand Promotion strategies to AMUL?
2. Flipkart now wants to venture into making mobile phones by themselves under the brand name “Capture +”. Their branding team is confused as to how do they go about building this brand and its elements. Can you guide them on the same?
3. Read the below given case study and answer the questions below:
Good old khichdi has finally managed to hog the culinary limelight. Long looked down upon as the prescribed diet for the aged and the infirm, it edged out more aristocratic contenders such as melt-in-the-mouth kebabs, aromatic biryanis and exotic confections to almost get designated the ‘national dish’. But in the end, what was touted as the Big Bang turned out to be a bit of a whimper. The storm in the social media tea cup compelled the minister of food processing to issue a statement that no such move was being contemplated. All that was afoot was an effort to cook a titanic pot of khichdi that could find a place in the Guinness Book: Just some innocent fun and games to generate a buzz to attract visitors to World Food India. Still, we must thank whoever thought of the tamasha for making our compatriots aware of more than 10 avatars of the khichdi — vegetarian and non-vegetarian — that are rustled up in India. Different regional recipes as well as ritually and culturally significant variations were highlighted much to the amusement of the audience. However, the aborted coronation has left in its wake some serious questions for us to grapple with.
Why are we Indians so obsessed with prefixes ‘national’ and ‘international’? And why should the term ‘national’ be reserved only for things sprouting out of the native soil? Some unfortunate souls who dared to raise a dissenting voice contesting khichdi’s claim to the throne became targets of ultra-nationalist fury. What could be a better contender for a ‘national’ dish than a satvik delicacy claiming a lineage dating back to Vedic times? Anyone with an iota of political correctness among performing celebrity chefs and their patrons must have been aware of the hazards of touching the ‘alien’ biryani or kebab. From architecture to language, costume to cuisine, religious zealots have polluted what is fashionably referred to as the ‘dominant discourse’. The controversies that continue to smoulder — from the national anthem and the national song to national language and national animal — leave us little time to accomplish anything truly remarkable at the international level.
To return to matters culinary and our resplendent intangible heritage in the realm of food, khichdi may be a deserving candidate to represent the nation, but there are other signature dishes from diverse regions and cities that too bear testimony to India’s syncretic cultural ethos.
India has imbibed diverse influences through millennia adopting and adapting everything from costumes to cuisines. It is ridiculous to associate delicacies, attire, art or music with a religion or insist that only the parochially local can be truly national. Much before the birth of the ‘nation state’ in Western Europe, great Empires had spawned globalisation of trade encouraging cultural cross-fertilisation. The historic Silk Road(s) and the legendary Spice Route connected Asia with Arabia and Mediterranean Europe.
Food that many consider Indian today may have come to this land from foreign shores. How easily we forget that the samosa, the popular snack we gleefully gobble, descended from the Central Asian samboosa that is fried, boiled or baked from Kazakhstan to Iran. It is mentioned in Abul Fazl’s Ain-e-Akbari as samushak and has many regional variations. By the time it travels from the Gangetic belt to the borders of Bengal both the name and the filling change. The singhada here is prepared with finely chopped and differently spiced stir-fried potatoes. The refugee Punjabi Delhi population insists on ‘enriching’ it with paneer and nuts while in Bhopal and Hyderabad the keema samosa challenges the potato and peas filling. Luqmi in Hyderabad seems to resurrect the original recipe of delicate Iranian pastry best that had a pine-nuts and mince filling. Then there is the sweet samosa that tantalises us with some intriguing questions: Is it the Lobong Lotika that has inspired the mawa-packed saffron laced meetha samosa or the other way around? The misspelt ‘biff’ samosa, which we chanced upon in Aurangabad last year, is the poor thing that like Oscar Wilde’s love, dare not utter its name in these intolerant times. The halwa set foot on Indian soil, most likely on the Malabar Coast, when the Arab seafaring traders anchored their ships here. The Habshi Halwa has an Abyssinian connection. It has grown roots and spread its branches in all directions. From kesari and badam halwa in southern India to Karachi halwa, also known as Sindhi or Bombay halwa in Mumbai to lockjaws such as Sohan halwa in Delhi to Gajar ka in Punjab, Seb ka in Jammu and Kashmir to the ubiquitous Suji ka and Dal ka halwa in the Hindi Heartland, the regional and seasonal variations are countless. The more exotic recipes are the Khus Khus ka (poppy seeds) halwa, Ande ka halwa and yes, Gosht ka halwa. The upma bears testimony to the fact that not all halwas need to be sweet!
Not only khichdi but also halwa and samosa, along with paratha and pulav celebrate our resplendent diversity and inclusive pluralism. These dishes have never recognised man-made frontiers or political boundaries reset by linguistic states. Why then, waste time contesting ‘ownership’? It’s much better to enjoy what we have imported or inherited from ‘others’. Isn’t it enough that by improvising on ‘alien’ themes we continue to experience ecstasy?
a. What according to you is the Brand Personality of Brand Khichdi?
b. Suggest Strategies to Position Brand Khichdi in the World Cuisine Market?

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Consumer Behavior

Q.1 What do you understand by consumer involvement. How would you classify the following purchase decision in terms of high or low involvement decisions? Explain the reason for your classification in each case.
Ø Gel Pen
Ø An Birthday Greeting Card to wife
Ø Restaurant selection
Ø Car
Ø Selection of school for your child
Ø Stationery for everyday use.
Q.2 A well-known International fitness company is planning to set up a nationwide fitness centers in India. Describe how this international company can use psychographics to plan its segmentation and promotion strategy. Using VALS II typology, suggest which segments should the company target and why?
Q.3 What type of information search behaviour would you expect in the first time purchase of the following products and why?
Ø Ice Cream
Ø Skin whitening Cream
Ø Lap top
Ø A study table
Q3b. What are the implications of the above information search behavior for marketers of these products? Explain.

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Customer Relationship Management

Q1. ABC Ltd. a small time shoe manufacturing company in Solapur has just recently thought of installing a CRM system in order to handle customers better and increase the sales. But being an SME and in a small city like Solapur, it has no one to guide it on the implementation of the same. Can you help it find its foothold and make it more aware of the things to be careful about while implementing?
Q2. Tata Motors has had a string of releases last year but none of them have succeeded and their breakthrough brand Nano is as good as out of the reckoning. The sales have dropped and customer complaints are on the rise. They are not able to handle customer issues and are slowly losing out to competition. Can you help them find a way out for this problem?
Q3. Read and Analyze the below given case and answer the questions at the end of it
The below given article is taken from an excerpt by Mr. Limesh Parekh on www.techobserver.in written on August 15, 2017 12:15 am.
CRM or Customer Relationship Management is as old as commerce itself. However, in the last couple of decades, the meaning of CRM has changed to CRM software. The concept of CRM has evolved to a large extent, especially in the Indian context. A couple of decades before, it was predominantly used by the large enterprises and was also limited to the basic functionality, generally customer database only. However, in recent years even SMEs have started to take advantage of CRM.
This has been possible because of the advent of newer technologies and concepts like SAAS and Social Media integrations. Also, now the scope of CRM has increased from a mere customer database to a 360 degree view of customer interactions from various channels, including, but not limited to; telephony, chat, emails, customer portals and mobile apps.
Evolution of CRM as a concept
Basic Customer Database
Initially, CRM was used as a customer database and an extension of any larger ERP (Enterprise Resource Planning) implementation. These were large database applications which had essential enquiry management features. The primary purpose of these CRM systems was to give MIS (Management Information System) reports. These were more of reporting tools than day to day productivity tools as the CRM is today. The MIS reports were merely used by marketing division to understand customer segments and target marketing efforts accordingly.
Advent of email automation
When email became the primary tool of business communications, people started to realize the importance of email automation in their CRM strategy. Slowly the line between marketing and sales began to disappear in case of CRM definitions. Email marketing started to become the part of CRM.
Inside sales
Apart from the marketing and sales department, inside sales team began to get in shape. Inside Sales is more relevant to B2B as compared to B2C. The primary role of inside sales team was to generate direct leads for sales team or do prospecting of the leads generated by marketing teams.
Telephony & CRM
The integration of Telephony and CRM has led to the popularity of Call Centre or better known as Contact Centers. Initially this was accomplished by On Premise Telephony Servers. These are now being replaced by Cloud Telephony Solutions. It has become crucial for businesses to use telephony solutions to engage with their customers. Hence, integration of Telephony with CRM is the need of the hour.
Social CRM
The latest buzzword in CRM space is Social CRM. Consumers and buyers are relying on social media to a great extent for their buying decisions. So sellers are using CRM with social media capabilities to monitor and influence buying patterns of buyers. With the advent of online E-commerce, the importance of social media in CRM has increased many folds.
SAAS – The Great Leveler
Initially, CRM was affordable only to Enterprises, because of its enormous cost. This was because of costly software and expensive infrastructure required to implement CRM. But SAAS changed everything. Now, the expensive CRM software became available as a service, affordable to almost everyone. The biggest challenge in the adoption of SAAS as the mainstream solution was internet access.
Internet – The Game Changer
With wide spread usage of internet across the country and broadband becoming cheaper, CRM is accessible to almost everyone and everywhere in India. Mobile internet revolution in India is also changing the CRM landscape in India to an extreme level.
Mobile CRM – Enterprise to Personal
Cheap smart phones with more affordable mobile internet plans helped to take Mobile CRM to the next level. Mobile CRM has completely changed the way CRM is thought and used in India. Now it has become one of the biggest productivity tools for sales and service teams.
CRM in India has made considerable progress to its present situation and is far to proceed. Considering the huge and diverse market that India has, arrangements intended for the western countries cannot be deployed here. Hence, it is of great significance for the Indian market to have a CRM streamlined on the basis of Indian management principles and practices. What could be better than we doing it for ourselves, hence following the statement ‘Of the Indians, by the Indians, for the Indians’.
a. What according to you are the reasons for the growth of CRM in India?
b. What steps should be taken to further enhance this growth?

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International Marketing

Q1. Yoghurt Lab, a US Based Frozen Yoghurt chain, is planning its foray in India in 2018. It is confused about how to enter India since it would be an absolutely new market for them. Can you guide them with the options available and suggest the best alternative to them?
Q2.Chikamanglu, the owner of multiple banana and coconut plantations down south in Kerala plans to export these high quality products. But he is unaware about the entire export process and is seeking your support as a consultant. Can you please guide him about the process and documents required for the same?
Q3. Read the below given Case Study and answer the questions below?
Dunkin Donuts brand is owned by Dunkin Brands Group which is a well known pioneering brand of quick service restaurants. It has more than 18000 points of distribution in the world with presence in more than 60 countries (Dunkin Donuts, 2014). The company is headquartered in Canton, Massachusetts. The company reported a sale of $9.3 billion in the year 2013. The company operates on a 100 percent franchised model and there are nearly 11000 Dunkin’ Donuts restaurants in 33 countries (Dunkin Donuts, 2014). The company has an established leadership in coffee segment for more than 60 years and sells more than 1.8 billion cups of coffee all over the world. The brand has a high level of customer loyalty and is a socially responsible brand. India is an attractive expanding economy for global fast food chains such as Dunkin Donuts and offers the company with a large customer base.
Dunkin Donuts was launched in India in the year 2012 on the basis of the classic donuts model to serve breakfast to customers 7 am onwards. The brand quickly realized that Indians do not like doughnuts and are unlikely to buy doughnuts in bulk (Rana, 2014). The concept of doughnuts is new in India and Indians are more likely to consume burgers or pizza than doughnuts in the current fast food market scenario. The brand had to quickly customize its menu in India to include burgers like competitor McDonald’s and had to advertise in its marketing campaign that the brand offered much more than Bavarian Cream and coffee in its menu. This article shall highlight the issues faced by Dunkin Donuts brand in India and its offerings for the Indian customers and how the brand was repositioned to suit the Indian customers.
Dunkin Donuts began offering American Doughnuts for breakfast in India with its stores opening at 8 am with the aim of offering breakfast to Indians. The brand offered doughnuts that were priced high in accordance with the American culture of having a light breakfast.
How Dunkin Donuts failed to understand consumer preferences?
The company was treated no more than a pastry shop initially on its launch in India in the year 2012 where people would visit to consume Doughnuts as a dessert. The company was initially launched as an AM brand that offered breakfast menu to customers. Dunkin Donuts had initially failed to understand the consumer preferences in India for a fast food restaurant that offered full meals rather than light doughnuts for a breakfast. After looking at poor response from customers with respect to doughnuts, the company decided to rebrand itself as a PM brand that offered much more than doughnuts and coffee.
Dunkin’ Donuts less than impressive performance so far
Dunkin Donuts has been successful in adapting its donought menu to suit Indian preferences by offering India centric doughnuts in its menu that are a hit among the Indian customers. Since its launch in the year 2012, Dunkin Donuts has been successful in expanding its reach to 38 locations in India (Spiegel, 2014). The restaurant faced rejection initially as a breakfast menu restaurant that offered only American doughnuts at 7 am. The company failed in India due to its inability to understand the Indian culture and the concept of healthy and complete breakfast in India with family members. The restaurant has now customized its food menu to offer burgers and cheese sandwiches that are popular among the Indian consumers. In view of successful fast food chains such as McDonald’s and KFC well established in India, Dunkin Doughnuts has also expanded its menu to lure Indian customers. However, it remains a challenge for the company to expand its operations and menu items to increase its market share in the Indian fast food industry.
a. What has Dunkin Donuts done wrong in India?
b. What steps should the company take in order to recover?

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Marketing Strategy

1. Today the Indian youth is driven by Social Media. It has started playing a very important and decisive role in their lives. How can traditional brands like Hamdard use it to their advantage in order to target the youth with its new offering of flavoured Roohafza in Tetra packs?
2. After a string of not so successful launches, Tata Motors plans to launch Tata Nexon in the Indian Market. It does not want to take any chances this time and has hired you as a consultant to study the internal and external market environment?
3. Read the Case Study Below and answer the questions
Coca-Cola and Pepsi have been losing share to local rivals, including Parle, Dabur and ITC, in the aerated-beverages segment even as the global soft-drink giants introduced more fruit-based and healthier products to reduce their reliance on sugary sodas. In the overall juices, nectars and still drinks, the share of Coca-Cola’s largest fruit-based brand Maaza declined 230 basis points to 33.1%, while Pepsi’s Slice fell 4.3 basis points to 9.6% during the year to September, according to officials quoting data from Nielsen. At the same time, Parle Agro’s Frooti gained 170 bps to 15.7%, while Dabur’s share rose 60 bps to 9.8%. New entrant ITC’s B Natural and ethnic drinks maker Paper Boat — both marginal players — have gained slightly in the period, the numbers reveal. Coca-Cola’s Minute Maid brand, too, gained 50 basis points (bps) with a share of 2.30%, while Pepsi’s Tropicana lost 50 basis points to 5%. With a large segment of Indian consumers shifting to non-cola carbonates from regular cola drinks, most beverage companies, including Coke and Pepsi, are trying to grab a bigger share of the changing market. A Coca-Cola spokesperson said that Maaza maintained its absolute leadership in the mango segment with the highest share. “The mango salience may have reduced marginally in the said period but within the mango segment, Maaza maintained its leadership position, with the same market share. The shift in salience in non mango has been captured ahead of competition by Minute Maid, which is growing at the healthiest rate in the segment,” the spokesperson added. Deepika Warrier, vice president — Nutrition category, PepsiCo India, said that the company “redefined our play in juice… (That) reduced our investments on commoditized, low-margin segments, including low-juice content segments. We have also consciously reduced play in channels such as organized trade and in select geographies, in the mango-based juice segment, while continuing to participate in the fast growing .`20 segment with our Tropicana Slice 250 ml pack.” Coke and PepsiCo’s local rivals, however, said that their rising share should not cause any surprise, for they better understood Indian consumer preferences. “Our understanding of the Indian palate and preferences has helped us stay ahead of the curve,” Dabur marketing head (juices and beverages) Mayank Kumar said. Also, ITC has announced new launches within B Natural, especially with region specific fruits, while Parle Agro transformed its go-to market strategy two years ago, increasing its infrastructure efficiency by over 40% and doubling distribution points. “Consumers are graduating from synthetic-based products and now want those with natural content. While we have been extremely aggressive with our overall disruptive marketing strategy, we have also worked on building an extremely advanced GTM strategy that increased our infrastructure,” said Nadia Chauhan, joint managing director at Parle Agro. Globally, shifting consumer tastes are prompting beverages giants to find ways to diversify away from traditional soda and high-calorie juices.
a. Being a Market Leader what strategy should Coca-Cola apply in this scenario?
b. Being a Niche Player what strategy should be applied by ITC for its brand B Natural?

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Sales Management

1. Explain briefly the frequently used recruitment sources available for hiring salesmen. Besides these sources word of mouth has been very much in vogue and successful in hiring salesmen particularly in pharma selling. What makes this source more effective and efficient?
2. Explain sales force management and discuss the role of sales manager in managing the sales force of the firm you are working with or any other company you are familiar with.
3. International Med Tech Company looking forward to enter Indian market with their novel portable product used as diagnostic tool in faster identification of stroke in patient’s location, so that they can immediately start the treatment. As their Sales consultant, what are your recommendations to them in the following areas:
a. STP – Segmentation, Targeting and Positioning
b. Type and method of Sales force selection

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Consumer Behavior

Q.1 What do you understand by consumer involvement. How would you classify the following purchase decision in terms of high or low involvement decisions? Explain the reason for your classification in each case.
Ø Gel Pen
Ø An Birthday Greeting Card to wife
Ø Restaurant selection
Ø Car
Ø Selection of school for your child
Ø Stationery for everyday use.
Q.2 A well-known International fitness company is planning to set up a nationwide fitness centers in India. Describe how this international company can use psychographics to plan its segmentation and promotion strategy. Using VALS II typology, suggest which segments should the company target and why?
Q.3 What type of information search behaviour would you expect in the first time purchase of the following products and why?
Ø Ice Cream
Ø Skin whitening Cream
Ø Lap top
Ø A study table
Q3b. What are the implications of the above information search behavior for marketers of these products? Explain.

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Corporate Finance

1. Calculate the degree of operating leverage and degree of financial leverage for the following firms:
Sales (Rs.)
Variable cost p.u
Fixed cost (Rs.)
Output (units)

2. A Project costs Rs 60,000 and is expected to generate cash inflows as:
Cash inflows(Rs)

Calculate the Net Present Value of the project if the cost of capital is 10%.
3. Solve the following:
a) A company earns ₹ 5 per share. The cost of capital is 10%, the rate of return on investment is 14% and the dividend payout ratio is 25%. Calculate the value of each share by using Walter’s Model.
b) XYZ Limited has a paid-up share capital of ₹10 lakhs of ₹10 each. The company has a dividend payout rate of 10%. Annual growth rate is expected to be 4%. The capitalisation rate is 20%. Calculate the value of the share of XYZ based on Gordon’s Model.

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International Business

1. A Mumbai based manufacturer of textile products is negotiating an export contract with a new prospective customer based in Mexico. He is concerned that international trade presents a spectrum of risk, involving differences in regulatory and legal environment, cultural differences, etc. More specifically, he is unsure of how he would receive the payment and the associated risks involved. As a specialist in the subject, you are required to guide him and help him resolve his dilemma regarding choice of payment instrument.
2. A newly appointed General Manager of a domestically strong FMCG company feels that the next big growth thrust can only come from venturing into new international markets. Despite a strong domestic presence, the company is yet to foray into international markets. The CEO of the company, however, is not too convinced about the benefits of such a move, and is not too clear about the ways to enter an international market. Discuss and conclude whether entering international markets will be helpful? If yes, discuss the different ways for the company to enter international markets.
3. A) A globally renowned MNC, headquartered in the US and specializing in Children’s toys, has recently forayed into India. However, it has very soon realized that its marketing campaigns and product lines, which have been so successful in other parts of the world, are not working in India. Sales have stagnated and the company is finding it difficult to establish a significant presence in India. It has recently appointed you as General Manager to look into these issues and take the company forward. Could cultural intricacies in the Indian market be a reason behind this?
3. B) Suggest ways through which the company can turn around its fortunes in the Indian market.

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Operations Management

1. The traditional definition of Operations Management considers it to be a transformation system. Explain the transformation system of a restaurant of your choice.
2. There are several production systems adopted by firms. Critically evaluate each of the production systems.
3. S K Chand furniture manufacturers has provided the following data, units are Rs 1000.
Last Year
This Year
Sales value of production
Rs 22,000
Rs 35,000
Rs 10,000
Rs 15,000
Raw Materials
Rs 8, 000
Rs 12, 500
Capital equipment depreciation
Rs 700
Rs 1, 200
Rs 2, 200
Rs 4, 800

a) Calculate the labour, raw materials and total productivity for the current year.
b) Compare the labour, raw materials and total productivity values for the two years.

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Organisational Theory and Design

1. Areva is a big invertor and transformer manufacturer with more than 1200 employees .The Company is facing a big challenge of organizational effectiveness mainly due to fast changing market. The company appointed you as a consultant to overcome these challenges, the company is ready to do modifications without losing its existing employees. Provide an appropriate solution to the company.
2. Ms Nandita an MBA graduate from Stanford University joins her father’s company after coming back to India. It is a small organization which depends on Ms Mohan Kapoor’s (Nandita’s Father and Owner) and his team having three very senior people who joined the organization since inception. Now Nandita is having big expansion plan for the company but what she is missing in executing her expansion plan is culture. Explain why culture is very important, and what are the factors required for the formation of organizational culture.
3. Mr. Nandan, a Sr. Manager in an IT company at Bangalore, is very clear that he wants only males, that too from Bangalore and nearby places, in his team. He said that we generally have to work late nights; hence managing female staff for late night work is difficult and people from Bangalore have better communication skills. But slowly he observed that his team is losing creativity, motivation and design thinking. Same gender in the same vicinity has a very limited scope of thinking out of the box. You are also a Sr. Manager in the same company with a diverse team having more fun and doing great on employee engagement and the team is performing extraordinarily. Your Boss wants you to convince Mr Nandan to go in for a diverse team.
Answer the following:
a) Identify various barriers in creating diverse workforce?
b) Give points how you will convince Mr Nandan in favour of Diversity.

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Taxation - Direct and Indirect

1. Dr Kabra is planning to visit Singapore to attend a round table conference on Neurological diseases. The conference is for 25 days. He wants to plan his tour in such a manner that his residential status for the relevant previous year remains unaffected. Discuss the charging section which governs the residential status of an Individual? Further, what conditions he has to satisfy in order to remain as Ordinary resident of India for the applicable assessment year.
2. From Income Tax Preview, what factors every Company needs to consider while disbursement of Salary to its Employees? In case of general CTC structure, on which types of allowances management needs to consider tax imposition? Explain the same in light of provisions applicable to the allowances which are fully taxable. What if, an Individual receives salary from more than one employer during the same previous year, how the same will be assessed at the year end? Provide sufficient reasoning for your answer.
3. a) Apart from Normal Salary, House Rent, Income from Business / Profession and capital gain, what could be other differential sources of Income for an Individual from Income Tax Act point. of view. Conclude the same with relevant examples.
3. b) Mr. Pratik – a Corporate Employee lives in New Delhi and earns a basic salary of Rs. 30,000 per month. The HRA component of his salary is Rs. 15,000 but the actual rent paid by him is Rs. 10,000. How much exemption can he get? What steps Company Management will undertake for calculation of this HRA exemption amount?

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Capital Market and Portfolio Management

Q.1 Mr. Mahendra Kumar would like to invest in mutual funds. He has been suggested by his friend to choose a fund from any of the three mutual funds, as given in the table below. Mr. Mahendra learns that he can use Sharpe’s ratio, Treynor’s ratio and Jensen’s Alpha to measure the performance of a mutual fund. Help Mr. Mahendra to rank the three funds on each of the measures.

Fund A
Fund B
Fund C
Portfolio Return
Standard Deviation
Beta of the portfolio
Return from the market
Risk free rate of return

Q.2 Mr. Virendra Kumar invests Rs. 10,000 in a stock that gives him dividend of Rs. 100, Rs. 200 and Rs. 300 at the end of the first, second and third year respectively. He sells his holdings at Rs. 13,500 at the end of the third year. How much returns did he earn, as per Money weighted rate of return method?
Further, instructions- students can directly calculate the IRR either using in-built formula in MS Excel or create calculations of Present Values (PVs) in MS Excel. Find sum of PVs and set the sum to zero by changing the value of the discounting rate. (you may use Goal Seek function of MS Excel to accurately calculate the IRR). The rate at which the sum is zero is IRR.
Q.3 Mr. Dhirendra Kumar is a 24 years old professional, working as a programmer for the largest software company in India. He has earned his bachelor degree of engineering in Computer Science from IIT Mumbai and has been working for the company for last three years. He belongs to Pathankot and his parents live there. For last three years, he has been staying in Bengaluru along with his other colleagues in a rented accommodation.
He plans to get married not before the age of 28 and would like to have his own house before he gets married. His father is working currently at Pathankot and is due to retire in another ten years. He plans to convince to his parents to shift to Bengaluru from Pathankot to stay with him post his father’s retirement.
Mr. Dhirendra is the star performer of his company. He currently enjoys a package of Rs. 18 lakhs per annum. After accounting for his expenditure, he has been able to save close to Rs. 30 lakhs over the last three years. Till date he has been putting his savings in either Fixed deposits (FDs) of his bank or some of the tax savings instruments such as Public Provident Fund etc. However, now he would like to see his investments grow much faster so that he can meet his marriage related expenditure four years later and also make the down payment for his new house before marriage.
He has been getting various investment advices from different people telling him where to put his money. His parents are advising him to buy some gold every year and put rest of the money in FD. His boss tells him to buy the house right away, even though it could be smaller than he would need later. According to his boss, value of his small house would appreciate in four years and that the sale proceeds would partially fund the new purchase. Some of his friends have told him that investing in high safety corporate bonds will give him better returns than putting money in PPF. Amongst all this, he is getting the constant feed through newspapers of Sensex and Nifty scaling new heights every other day and a few one-off stories of rags to riches.
Mr. Dhirendra is thoroughly confused between the choices and he now approaches a professional (you) to advice him on the right investment strategy. Some questions that you need to answer for Mr. Dhirendra:
a) Where should he put his money, in gold, in FD, in PPF, in real estate, in corporate bonds or in stocks? Or do you have some other strategy in mind? Provide your answer with the rationale.
b) Should he invest in any of these assets directly or should he choose the mutual fund route or create a portfolio of mutual funds? How will choosing the mutual fund route (single mutual fund or a portfolio of mutual funds) will prove beneficial to Mr. Dhirendra? Explain your recommendation with reasons for the same.

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Cost & Management Accounting

1. The board of directors of your company is concerned about certain recent issues in the company. Recently the company has been losing bids in tenders it thought were low, while it has won a few bids it thought were high. The company has lately diversified into new markets and introduced new product lines. Goods have become complex, requiring many inputs and processes. The operations of the company have changed significantly, but the costing system has not changed. The Board has approached you to look into the above issues. Critically analyze the issues at hand, and suggest a suitable roadmap for the company to revamp its costing system.
2. A company has capacity to produce 100000 units of a product in a year, but due to lack of adequate demand, it is producing only 80000 units / year. The product sells at Rs. 50 per unit. The following details are available regarding the unit costs of the product:
·        Direct Material – Rs. 20
·        Direct Wages – Rs. 12
·        Fixed Factory Overhead – Rs. 2
·        Variable Factory Overhead – Rs. 2
·        Administrative Expenses – Rs. 3
·        Fixed selling and distribution overheads – Rs. 1
·        Variable selling and distribution overheads – Rs. 2
The company has recently received a special onetime order from a foreign client. The order size is 15000 units, and the client will pay Rs. 40 per unit. Should the company accept the order? Would your opinion change if the order had come from a regular domestic distributor of the product?

3 a) A company uses a pre-determined overhead rate for production orders on a labour cost basis of Department I and machine hour basis for the Department II. At the beginning of 2016, the company made the following estimates:

Department I
Department II
Direct Labour Cost (Rs.)
Factory Overheads (Rs.)
Direct Labour Hours
Machine Hours

Job order no XYZ shows the following details of cost incurred during 2016 in its completion.

Department I
Department II
Materials Required (Rs.)
Direct Labour Cost (Rs.)
Direct Labour Hours
Machine Hours

Assuming that the job No. XYZ consists of 16 units of the finished product; calculate the unit cost of the job.
3 b) For the above company, it was found that at the end of 2016 actual factory overhead cost amounted to Rs.8000 for Department I and Rs. 12200 for Department II. Calculate under or over-absorbed overheads.

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Marketing of Financial Services

1. Ashwin bought a Family Floater Health Insurance policy of a leading private General Insurance company through his Bank. His wife Payal, covered under the policy was hospitalized for 2 days. The insurance company has not yet settled his claim even after 2 months from making all submissions. What steps and strategy should Ashwin follow to ensure that the insurance company settles his claim?
2. Develop a Service Marketing Mix (using 8 Ps) for a Life Insurance company of your choice.
3. You are a Financial Planner. Your client Ankit Desai aged 42 years, married with 2 children requires your help to make some financial planning decisions. Ankit has made investments in PPF, Equity Mutual Funds and a ULIP (You can make any assumptions to further build up your case.)
a) Ankit has shared that he wants to save for his children’s higher education goal. He estimates he will require 25 lakhs 12 years hence for their higher education. Help Ankit align his investments to goals.
b) Ankit wants you to design a small 3 hour financial education program for his children aged 8 yrs and 10 yrs. What relevant topics would you cover?

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Strategic Cost Management

1. A company is considering a number of prospective project proposals. Although the company has the potential to fund all the projects simultaneously, it does not want to grow too fast and out of control. The company has therefore allocated a total amount of Rs. 1000 crore in the current year for Capital Expenditure. Cost of capital of the company is 10%. The relevant details of the proposed projects are shared below.
Initial Investment (Rs. Crore)
NPV (Rs. Crore)
IRR (%)

As a specialist in the subject, you have been approached by the Management of the company. Explain with proper reasoning which of the above projects should the company accept to stay within the Rs. 1000 crore budget.
2. A brown goods manufacturer is struggling to regain market share, and does not feature among the top five players in the industry. The past few years have also witnessed high attrition rate among top executives of the company. A newly appointed General Manager has recommended implementation of Business Process Reengineering as the way forward for the company. However, across the Board, there are concerns regarding the success of such an initiative. As a specialist in the area, you are expected to guide the Management through the above.
3 a) A diversified conglomerate is taking a fresh look at the lines of businesses in which it operates. Although it has identified three businesses which are non – core and can be hived off, a segment of the Management is firmly against the concept fearing that outsiders will perceive it as inability of the company to successfully manage those businesses, and consider it as the company’s failure, which can tarnish the image of the Management. As a newly joined expert in the company, briefly explain your viewpoint about the same, and suggest how you will convince the Management in this regard.
3 b) Now that you have convinced the Management regarding utility of the restructuring exercise, prepare a detailed report for the Management highlighting the various forms in which the restructuring can be carried out, along with the associated benefits and pitfalls of each.

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Compensation and Benefits

Q.1) ABC Technologies, a start up in online education field, has hired you as an HR Manager and your first assignment is to set up a compensation system in this start up. You are expected to set up an ideal compensation system. What will be your action before you actually begin with setting up this system?
Q.2) You are an HR Manager of a leading IT firm in India. You are contemplating an ESOP scheme in your organization. After making a presentation regarding the same, Board of Directors have asked you to justify the scheme. How would you justify?
Q.3) You are working in a telecommunication hardware company. Company is facing a serious problem of employee turnover which is 27%. Considering this background, answer the following questions
a) Will you consider giving fringe benefits to the employees? Justify.
b) Will you consider starting an incentive program? Justify.

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Industrial Relations & Labour Laws

1. The working hours of each of the manufacturing unit differ depending upon the availability of resources in that particular area. The management decides on the working hours, the facilities provided to the employees, the wages etc. However, at no point of the decision making is the suggestion of the workers taken. Infact, any grievances by the employees on the decision given by the management is also not appreciated.
The trade union met the management and informed them that if such a behavior continued the employees would go a strike. The management replied saying that it would be physically difficult to travel to all the units before implementing a decision and an economical loss to the company also.
Analyze the case and find a suitable suggestion.
2. Nitin had been working in an industry for the past 10 years. He has been efficient in his work and also been appreciated by his seniors and employers. In the month of November 2017, he was given a promotion. Next month he was transferred to a new unit in a rural area. Nitin refused the transfer stating that he would be getting married within 2 months. The management felt offended and removed his promotion. When Nitin questioned the decision, the management did not give a satisfactory answer, he approached the trade union. The other workers also sympathized with Nitin and joined his dispute. The management told the trade union that if it raises this dispute it shall deduct the wages of the employees. This created a strain in the relation between the employers and the employees.
Analyze the case and suggest the various ways in which the dispute can be settled.
3. Yash was working in a factory. While working a part of machinery fell on his head. He was rushed to the hospital, but was declared dead. The employer said that it was the neglect of the employee, and refused to pay any compensation to the dependents of Yash.
One of the employees in the factory informed the Commissioner about the accident.
a. Advise the dependents on the compensation payable to the employee under the Employees Compensation act.
b. Advise the dependents on the procedure followed by the Commissioner in case of fatal accidents.

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Manpower Planning, Recruitment and Selection

1. Gone are the days when State and National Employment Exchanges, newspapers like ‘The Employment News’, the ‘Classified ‘columns in the newspapers were largely used as the sources of recruitment. Though they still largely dominate recruitments for certain type of jobs and industries; there has been a global shift towards recruitment using social media. Presence on sites like LinkedIn, being a part of various trade specific groups on Facebook, WhatsApp and other social media platforms is on a rise exponentially.
What according to you is the role of Social Media in recruitment? (Focus on points of reach, costs, time frame, etc.)
2. Differentiate between Career and Succession Planning. Discuss the state of succession planning in Indian companies with special reference to Infosys (since 2002- Mr. Murthy stepped down to 2017- Vishal Sikka’s exit)
3. ‘Fly Bird’ manufactures and sells denims for men, women and kids. It is more than a century old company and has 500+ exclusive stores in the country. It has been observed for the past six months that for the stores located in Mumbai, the productivity levels of the front-line staff have gone down which has slashed the profit figures. Further probing into the matter revealed that there has been a new training manager for the Mumbai region. There have been a lot of new recruits due to rapid expansion, who haven’t undergone any training, the existing staff is overworked, and the store managers are struggling between responsibilities of contributing to opening of new stores, supervising existing staff and giving OJT for new recruits.
a. According to you how could training contribute to solving of the issue mentioned above?
b. If you were the training manager, what kind of trainings would you plan for the new recruits? Make reference to Organizational, Task and Person Analysis while giving solutions.

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Organisation Culture

1. CRUX Pvt LTD is a medium sized textile manufacturing unit based in Bhivandi, Thane. You are a newly appointed HR Manager of this organization. In the first week of your assignment, you observe following problems:
- Production delays
- Fights among workers
- Union politics
- Unethical behavior of supervisors
- Communication failure
What kind of a culture would you establish in this organization and what steps would you take to do the same?
2. ABC Ltd is a tech start up in e-commerce segment. Organisational culture of ABC Ltd has following characteristics:
- Predictability
- Focus on inside knowledge
- Easy to live with
- Avoid change
- Looking for data to confirm existing management model
You are hired as a consultant to suggest the ways in which new culture can be created and sustained. Suggest these ways.
3. LMT Ltd, a medium sized IT firm, is struggling to implement the strategies. You, as a consultant, have identified that the organizational culture is not alignrd with the strategies chosen. In this background, answer the following questions.
a. Suggest the ways in which strategies and organizational culture can be aligned.
b. Which types of strategies can be considered by LMT Ltd.

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Performance Management System

1. Define mentoring and discuss the mentoring programmes of at least two companies with benefits accrued.
2. ‘24x7’is a hypermarket chain introduced in the city. It has launched four stores and has been in operation for almost a year now. The HR manager intends setting up a reward system for the employees. Chalk out a detailed plan of action for the same.
3. DKMG is a CA firm having 15 branches in different parts of the country. In the home office there are more than 45 employees. This company has a performance rating under which the employees are rated quarterly by a committee of executives. Linear rating scales are used for conducting the appraisal. The qualities considered are responsibility, initiative, interest in work, leadership potential, co-operative attitude and community service. After the performance is evaluated, the ratings are discussed with the concerned employees by their immediate boss who counsels them. The ratings are used to influence promotions and salary adjustments of the employees.
Recently few employees of the company called on the firm’s owner to express their dissatisfaction with the ratings they had received. Because their ratings were comparatively low, they had been denied annual increments in salary. Approximately, two thirds of all the employees received such increments. The aggrieved employees argued that their ratings did not accurately represent their qualifications or performance. They insisted that “community service” was not actually a part of their job and that what they do off the job is none of the company’s business. The employees threatened to stop work. The threat caused concern to the management. This particular experience convinced the management that ratings may represent a serious hazard to satisfactory relationship with employees. Even the owner finds that performance appraisal is a dangerous source of friction and its hazards outweigh its values; so it should be discontinued altogether.
a. How far do you agree with the management that performance appraisal should be discontinued?
b. If you were the HR manager, how would you tackle the situation?

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Logistics Management

1. Indian logistic sector comprises of inbound and outbound segments of manufacturing and service supply chain for a long time. Why do you think, of late, the logistic infrastructure has gained a lot of attention both from the business industry as well as policy makers?
2. Assume you are the Head of Materials Department and you notice most of the inventory problem are due to poor warehouse management. The warehouse is not organized and there is no proper classification of inventory. What will be your advice to the warehouse manager on classification of selective inventory control?
3. SELMORE is a consumer product distributer with a chain of retail outlets. The warehouse and its stores upkeep are dependent highly on the fluctuating consumer requirement. The General Manager is worried because, the full warehouse utilization throughout the year is less than 75% of the time. Thus for 15 to 25% of the time the space needed to meet peak demand is not utilized.
a. According to you, what warehouse strategy should SELLMORE adopt to improve its warehouse utilization?
b. Briefly summarize the economic benefits of warehouse.

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Supply Chain Management

1. Integrating supply chain partners is very difficult without the use of information technology. Identify four information technology tools that successful organizations use to integrate its supply chain partners and discuss how each of these tools contributes to their success.
2. You are the Supply Chain Manager in a Telecom firm. Your company has planned to invest into new Tower sites in order to prepare themselves for upcoming competition in 4G technology. You may need to redesign the network distribution of your company to make it usable to increase demand. What are the factors you will consider while designing the network, please elaborate them. Summarize your answer highlighting the most important factors.
3. Case Study
Road freight services of India was started by Mr Khanna in 1990 and has grown from a one road freight operation to a fleet serving 200 plus shippers in west zone of India. The Company serves the automotive industry by providing inbound transportation to their warehouses and plants. It has strategic alliance relationship with three large automakers and is the exclusive trucking company for a number of auto suppliers. Mr. Khanna as Promoter of the company is willing to adopt latest technologies, IT system and management techniques. He was about to call strategic planning meeting with his senior executives, he was pondering over recent trends in the logistics field. He also knew that to retain current admirable position in market, his company must continue to be innovative and provide the services based on customers need.During recent past three years, the company has witnessed increased competition. The other logistics companies that provide rush deliveries have made significant inroads in the market where just-in-time management system mandate, VMI inventory system, minimal raw material inventories, guaranteed deliveries and vendor penalties for late deliveries. The perplex trend to Mr Khanna is the growing vertical integration of road freight companies into other logistics services. A number of other companies have started warehousing divisions to provide sorting, kitting (putting pieces together to make up a kit), and cross-docking (moving freight across a dock to a waiting truck). Other carriers are adding third party logistics divisions to manage a shipper/receiver’s transportation and storage activities. Finally a few trucking companies have started air and ocean freight divisions, freight-forwarding services and logistics information services. He also recognizes that this vertical integration of trucking companies is a result of customer growing demands. In addition, shippers are reducing number of vendors in transportation suppliers, being used and asking the minimal vendors to provide a wider range of products and value added services. After considerable thought, company decides that only viable long term strategy is to become a full service logistics provider. If current status of company is continued, it will greatly impair the growth and profit potentials of the company. As part of members in strategy planning group please provide your inputs appropriate from company considering long run.
a. Assess the conclusion reached by organization regarding the nature of today’s logistics industry and increasing consolidation demand of customers.
b. Describe the value added services you would recommend that the strategic planning team consider for the said organization.

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Business Ethics Governance & Risk

1. Fashion Styles Ltd is a garment manufacturing and exporting company based out of Mumbai, India. They are suppliers to an International Brand in Europe. As Head of Supply Chain, Anup is responsible for selection and appointment of third party manufacturer in some of the product category. With recent media explosion about use of migrant worker in garment supply chain he wants to sit with his Human Resources Head, Amrita to review all the relevant compliances, voluntary code / standards they adhere to before appointing new supplier for the next financial year. Anup has given you the responsibility to prepare a document consisting of all the relevant points/topics that he needs to review and discuss with Amrita. So what all topics / points should be included and what should he discuss about each of those topics/points?
2. Do you think pollution is customer responsibility as well? Why do you think so? Who are the other stakeholders around this issue and how are they contributing to the escalating problem? Analyse atleast three ethical dilemmas faced by companies while trying to reduce their pollution levels.
3. A.) Andrew, a customer executive from Southeast Asia will visit your HQ facility and meet with your executive team. Your independent Southeast Asian agent requests that you reimburse the customer executive for his expenses, including expenses that could violate your company's policies. The agent will reimburse you. How do you proceed? Explain the thought process behind your decision.
B.) Our company prides itself on hiring minorities. One African candidate fully fits the job requirements for the open position. However, we are concerned that our customers will not understand his limited command of the English language. What should be done in these circumstances? As the person to whom he will report what steps will you take and why?

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Financial Institutions and Markets

Q1. Ms. Vijaya, after completing her graduation, has recently joined a bank. With a steady income now and good growth prospects for her career, she intends to save regularly and increase the amount of savings gradually over the years. Her colleagues in the bank have advised her investing in Mutual Funds (MFs), as a suitable option for her. However, Ms. Vijaya is not at all familiar with MFs and has some queries such as:
a) What are mutual funds and why should she be investing through mutual fund?
b) What are the various types of mutual funds?
Prepare a detailed answer for her queries.
Q2. Mr. Sudhindra Kumar, aged 60, has been an investor in stock market for the last 35 years. When he initially started investing in late 1980s, he used to take positions in the stock markets after studying the annual reports of the company. He used to scan financial newspaper everyday to spot a scrip for buying or selling. He used to generate better returns on his investments than his other colleagues who would solely rely on the trends in stock prices to choose the stock. However, by the end of late 1990s, Mr. Sudhindra realized that he is not able to spot as many investment opportunities through his existing methods. He observed that her junior colleague, Ms. Rama was generating better returns than him. Ms. Rama also shared with Mr. Sudhindra that she picks up stocks based on the recommendation of his stock-broker friend. His recommendations have been a hit as he is very well connected to many corporates, financial intermediaries and other brokers. He seems to get to know about the corporate and market developments ahead of the many investors. Mr. Sudhindra requested Ms. Rama to share such invest tips with him as well in future. Using these tips judiciously along with his old methods of investing, he continued to generate handsome returns on his investment. After various stock-market scams, in the early and mid 2000s, various regulations were brought in place by SEBI to curb manipulation of stock prices and bring more transparency of information, especially for the small investors. As a result, the flow of “reliable and worthy investment tips” through Ms. Rama dried up and once again. Today, Mr. Sudhindra finds that his older methods of investing are not as effective as they used to be in past, in identifying an investment-worthy stock. All the information related to any stock is almost instantaneously and simultaneously available to the whole market, with the help of technology. Hence, opportunities to beat the market in generating returns have become far lesser than in past. Based on the above information, what are your observations regarding the market efficiency of Indian market since 1980s? Put your commentary/conclusions with your rationale for the same.
Q.3 DEF Limited is an Indian company, engaged in export oriented trading of various manufactured items. The company buys products manufactured in India and sells its products primarily in US. The company pays to its vendors/sellers in Indian rupee and it receives payment in USD after 90 days of dispatching its products. Also, the company borrows money in Indian Rupee for working capital purposes. The cost of borrowing for the company is around 14%-15%. The company aims to reduce its borrowing cost and is exploring options for the same.
a) How can DEF limited manage/mitigate the forex risks?
b) What kind of Swaps instruments DEF Limited can use to manage the forex related risks and reduce borrowing costs?

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Integrated Marketing Communications

1) You are about to launch a product (you can select a product of your choice) in India. Using the customer-controlled market concept how will you ensure the success of that product?
2) You have been assigned a role to market a deodorant by a well known company. How will you use and improve your personal selling skills to increase the market share of this brand?
3) Case Study
Its not Tesla that scares Europe in electric-car race.
Electric car production in the European Union got a spur on Wednesday as EU regulators acted to close a technological gap with China by seeking stricter emission curbs on manufacturers such as Volkswagen and Fiat Chrysler Automobiles.
The European commission, the EU’s regulatory arm, proposed a 30 percent reduction in car discharges of carbon dioxide by 2030 compared with 2021 levels, as part of a steeped-up ight against global warming. The plan which will progressive tighten existing CO2 limits, features incentives or automakers to shift to electric vehicles.
There’s a component of trying to facilitate the development of a powerful car-manufacturing industry of electric vehicles. Miguel Arias Canete, EU climate and energy commissioner, said in an interview in his Brussels office.
There will be a race for developing lean-energy vehicles. We are seeing that the others are taking a global lead. Europe is gearing up for a technological revolution in road transport that would push the traditional internal combustion engine from showrooms into museums in a bid to retain leadership in the worldwide market of passenger cars.
The combustion is taking advantage of the landmark climate-protection agreement reached by almost 200 countries in Paris in late 2015 to get a grip on the European road-transportation pollution, which has bucked a general trend of falling EU discharges of greenhouse gases including CO2 that are blamed for climate change. Under the Paris accord, the EU aims to slash such pollution at least 40 percent by 2030.
As China expands its electric-vehicle prowess with the blunt policy of quotas, Europe is counting on a more nuanced approach that would force carmakers to choose between making the combustion engine cleaner or abandoning it in favour of electric vehicles.
The production of Tesla cars in 2016 was around 80,000 cars, Canate said. The big problem is China which has mandatory target of 10 percent in 2019, 12 percent in 2020 and 7.5 million vehicles per year in the future. The Chinese market already boasts 400 types of electric vehicles, whereas Europe has six, according to Canate. India meanwhile aims for all new passenger cars sold by 2030 to be electric. There is a huge gap between European Union, which invented the car, and developing countries, Canete said.
a. If India develops the Electric car and by 2030 all cars sold will be electric which media do you think is suitable to advertise from the Integrated marketing communication perspective? How would you plan to launch the car?
b. What do you think the future of this industry will be? How can one leverage and grow the market share of electric vehicles?

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Project Management

1. Using a suitable example discuss the difference between Technical analysis and financial analysis of a project.
2. Explore the capital budgeting process of any infrastructure project of your choice, and explain the different parts of capital budgeting that the organization should consider while choosing the project.
3. The Hyderabad Metro Rail opened for public on 29th Nov 2017, with passengers describing their first-time travel by it as a "convenient, comfortable and awesome experience". The metro rail commenced its operations between Miyapur and Nagole stations, having a total distance of 30 kms and 24 stations, the concessionaire, L&T Metro Rail (Hyderabad) Ltd, said in a statement.
"Every project has its own share of challenges and Hyderabad Metro Rail Limited has had its fair share, but despite all those we have built a world-class, consumer- friendly metro service that will be a benchmark for other metro rails in the country," L&T Metro Rail (Hyderabad) Ltd's Managing Director and Chief Executive Officer Shivanand Nimbargi said. "This is the biggest public private partnership (PPP) in the world and we are proud to be a part of such an initiative," he said.
The Hyderabad Metro Rail project is the first 'transit oriented development' (TOD) project that will exploit the real estate and earn revenue by leasing out commercial and office spaces inside and outside the metro stations across the city, an official statement said. The rapid transit project has been planned with two components - stations along the elevated metro rail system and TOD branded 'Hyderabad Next'. Depending on the city's appetite, 'Hyderabad Next' will be developed with various assets like office and retail spaces, hospitality, healthcare, and mixed use facilities, the statement said.
(Source: Times of India, Hyderabad, November 29, 2017)
a. Explain the various characteristics of Hyderabad Metro Rail project.
b. Discuss in brief the different activities executed during the project life cycle of the Hyderabad Metro Rail project.

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Strategic Financial Management

1. A company is evaluating a proposal to replace a machine costing Rs. 800000 and having a written down value of Rs. 400000. The machine has a remaining economic life of 5 years after which it will have no salvage value. However, if sold today, it will fetch an amount equal to its book value. The new machine is expected to cost Rs. 1400000. It is also expected to have a life of 5 years with a scrap value of Rs. 400000. Owing to its technological superiority, the new machine is expected to contribute additional annual benefit (before depreciation and tax) of Rs. 400000. The company’s opportunity cost of capital is 10%. The tax rate applicable to the firm is 30%. The company follows Straight Line Method of Depreciation for its machines. Should the company replace the old machine with the new one?

2. The country’s leading oil company is planning to set up a Greenfield project to carry out exploration work in a recently identified prospective site. Keeping the high risks associated with this project in mind, funding the project is turning out to be tricky issue for the company. You, being a subject specialist, have been approached by the company to assist it in project funding. Identify the possible sources of fund for this Greenfield project. Also, guide the company through the various stages involved in the project financing.

3. A) A company is considering an investment of Rs. 500 million in a project. Expected earnings before interest and tax (EBIT) are Rs. 150 million per year. The operational risks associated with the project are fairly low, and EBIT is expected to remain steady during the project tenure. The company can raise equity, 14% preference shares, 10% debentures, or any combination thereof. Face value of equity shares is Rs. 100. Tax rate is 30%. The company is exploring the following four financing options:
·        Issue equity capital at par value
·        Raise 50% by equity share capital and 50% by preference capital
·        Raise 50% by equity share capital, 25% by preference capital, and 25% by debenture
·        Raise 25% by equity share capital, 25% by preference capital, and 50% by debenture
Identify the best financing option for the company.
3. B) Which of the above four options will be the best, if the expected EBIT is only Rs. 60 million per year, everything else remaining the same?

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Advance Supply Chain Management

1. One trading company, dealing with chocolates distribution, outsourced warehousing operations to a Third Party Logistics (3 PL). 3 PL company received 3.0 lac pieces of chocolates which had near expiry date. The Purchase Manager of the trading company verbally advised the 3 PL to accept the stock as all will be distributed immediately for Diwali sale. However, after Diwali 40% of the stocks were returned by the retailers to the 3 PL warehouse as they got expired. Now the Finance dept of the trading company, without knowing the fact of supply, has informed 3 PL that they have to bear this loss. If you are the Head of 3 PL warehouse how will you take it up with the company to avoid the debit note and also what type of SOP should be in place to avoid such issues in the warehousing operations.
2. You are a transporter and have been asked to give a quote for the following transportation job.
This is an automobile manufacturing company and has to collect parts from 4 vendors in Delhi and deliver to your customer’s plant in Bangalore for manufacturing final product. The parts will be given in returnable plastic crates by the vendors which have to be returned to the vendors in Delhi. The pickup of parts has to be done thrice a week. The same trucks can bring back the empty crates. Sometimes the client does not give the empty crates immediately and there is a delay of 3 to 4 days which leads to detention of vehicles. The client will not bear any detention charges. You have a small warehouse in Bangalore.
What is your proposal of transportation for the above job and how will you manage the detention charges whenever there is delay.
3. Your company is trading a consumer product and 5 stickers have to be pasted on each box. The company has following options:
·        Pasting one sticker will cost Rs. 0.50/- (50 paise)
·        Required output per day is 3000 boxes. But this will increase during seasonal period.
·        Workers required 10
·        If the job is over these workers can be utilized for other jobs in the warehouse.
·        Worker’s daily wage is Rs. 500/- day for 8 hours and overtime is double the amount.
·        Company has to employ workers and take all liabilities of this headcount like PF, ESIC, bonus, leave etc.
·        It can be outsourced.
·        Outsourcing company will charge Rs. 2.00 per box
·        They will decide the required number of workers but will give the output of 3000 boxes.
·        If the job is over all workers will leave for the day as the rate is per piece basis.
·        The contractor will meet additional requirement also at any time by increasing the headcount as and when required.
Question A
What are the benefits and drawbacks of selecting option (a)
Question B
What are the benefits and drawbacks of selecting option (b)

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Decision Analysis & Modeling

1. Discuss and describe the role of linear programming in managerial decision-making bringing out limitations, if any.
2. A retired person wants to invest upto an amount of Rs 60, 000 in fixed income securities. His broker recommends investing in two Bonds: Bond A yielding 7% and Bond B yielding 10%. After some consideration he decides to invest at most Rs 24, 000 in Bond B and at least Rs 12, 000 in Bond A. He also wants the amount invested in Bond A to be at least equal to the amount invested in Bond B. Formulate this problem as a linear programing problem with the objective of maximizing the return from investments.
3. The manager of a bank observes that, on the average, 18 customers are served by a cashier in an hour. If the service time has an exponential distribution, answer the following questions
a) What is the probability that a customer shall be free within 3 minutes?
b) What is the probability that a customer shall be serviced in more than 12 minutes?

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International Logistics & Supply Chain Management

Question 1
You are a purchase manager and have to develop two vendors for supplying tissue papers for your hotel. The packing quantity is one box of 100 tissues. Monthly consumption is 50,000 boxes. The consumption is very high and hence it is A value item. These papers will be used by all customers in the hotel. In all 3 vendors have responded to your query and the details are as under:
Rate in INR
Factory condition
Storage capacity
320 per box
10 Minutes from hotel
Unhygienic, untidy
15 days
Cannot hold stock for more than a month
340 per box
2 hours from hotel
Very clean, tidy and best quality
20 days
Can keep stock for 2 months in his warehouse
355 per box
3 hours from hotel
Moderate conditions
30 days
Can hold stock for three month

Whom you will select and the reasons for such selection. The price is yet to be negotiated.

Question 2
Your company is dealing with imported electronic items to market in India. All items are brought by sea only as they are container loads and in huge volume. You have to select one 3 P L service provider in Chennai to receive, stock and distribute the items to PAN India. 3 service providers have offered their services as under:

Service provider
Rate per pallet position
Warehouse condition
450 per pallet of 1 cubic feet
45 km from sea port and city
Very good, racking system with good material handling equipments, good software system
Good staff, security, safety, clean and tidy
Rate not negotiable, 30 days credit and insists on time payment
420 per pallet position
35 km from sea port and city
Unprofessional, racking available, good software system
Not very good staff. Safety is weak
Nothing specific
430 per pallet position
75 km from sea port and city
good racking system, good software
Staff quality good, safety good
Nothing specific

Please suggest a good 3 PL service provider and the reason for selecting the same. (10 Marks)
Question 3
Your factory is located at Nagpur in Maharashtra. Your company would like to export a consignment which has odd dimension. The product is projecting outside the container on the top by 6 inches.
a. What type of container would you suggest to the company to move this consignment safely to the destination? Explain the reasons for your selection.
b. What is your proposal to move this consignment to the seaport i.e. loading the container from the factory at Nagpur or bringing the consignment to the sea port and load the container? Explain your decision with all details.

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World Class Operations

1. List the various Techniques and Tools adopted by companies to achieve World Class Operations. Discuss in brief any 3 Tools applicable with reference to a Restaurant. How successful are these Tools for the company in achieving World Class Operations.
2. Define the concept of ‘Total Quality Management’. What are the fundamental factors (7Ms) affecting Quality. Discuss how these factors are adopted to achieve Total Quality with a reference to an Educational Institute (10 Marks) 3. 'SITI Bank', a leading private sector bank in the banking industry, has seen an ever growing demand from its customers for the best service. This has become more challenging for the bank on account of the competition; especially since newer MNC banks in the private sector have been added in the past few years and they are well equipped with all the latest techniques in their domains. The Bank's management on analysing the decreasing net profits came up with 2 major reasons for the same: the first being the dwindling number of customers satisfied with the bank processes and secondly the higher input costs of operations (infrastructure, power consumption, etc)
Discuss the following aspects which the Bank's management might be considering in providing Quality service to its customers
a. The Bank's service processes have a lot of issues, their operations are disturbed and consequently the output levels are not satisfactory. Discuss in brief how the Bank can adopt the concept of FMEAC to analyse and correct/eliminate these issues.
b. Discuss how the Bank can adopt the concept of ‘Green Production’ in its working environment to possibly decrease operational cost.

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Financial Accounting
1. Amey Ltd is in the business of manufacturing silver utensils. Describe which Accounting Standard would be applicable on the company for the purpose of Valuation of its inventories as the company has to prepare and present its financial statements on time. Also, explain the cases which are out of the purview of the relevant accounting standard.
2. How a particular Cash Flow of any organization can be constructed? What Objective management needs to keep for a Cash Flow Statement along with control aspects over cash from operations?
3. a) Discuss the peculiar Accounting Concept with a suitable example which justify Longitivity of Corporate Life?
3. b) The following Ledger balances have been extracted from H. Lokhandwala as on 31-3-13. The Final Amount Required to Balance to be considered as Capital.
Stock on 1-4-1996
Sundry Debtors
Discount received
Carriage outward
Cash in hand
Prov. For Depreciation on M/C
Returns Inward
Sundry Creditors
Discount allowed
Carriage Inward
Cash at Bank
Sundry Expenses
Bad debts written off
Provision for doubtful debts

Discuss the technique (along with the necessary steps to apply the same) frequently used in financial accounting to check the arithmetic balances of accounts and in your final answer mention the value of capital. What if, the arithmetic accuracy is not checked? Mention the consequences, if any.

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