Friday, 19 January 2018

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Master of Business Administration – MBA
SEMESTER
IV
SUBJECT CODE & NAME
MK0015 Services Marketing and Customer Relationship Management

Qus:1 Define Services. Explain various characteristics of Services.
Define of Services                                                                  3
Elaborate the characteristics of Services                             7
Answer: A service is an intangible activity offered by one person/party to another as a result of which the receiving

Qus:2 What are the criteria on which grouping of customers are done in market segmentation?
Explain the criteria on which grouping of customers are done in market segmentation 10
Answer: Consumers have started showing highly differential needs. Therefore, a single, undifferentiated approach can no longer strategy relevant to the group has to be framed to ensure

Qus:3 Write short notes on:
a. Frontal Attack
b. Flanking Attack
c. Bypass Attack
d. Guerrilla Attack
Frontal Attack                       2.5
Flanking Attack                    2.5
Bypass Attack                        2.5
Guerrilla Attack                    2.5
Answer: Frontal attack
This involves the challenger taking on the defender head on. The challenger attacks the main market of the market leader by launching a product with a similar or superior marketing mix. The market leader gets most of its revenues and profits from this market segment. If the


Qus:4 What are the various alternative strategies used in Marketing Services?
Explain the various alternative strategies used in Marketing Services                 10
Answer: An organization’s strategies towards developing and maintaining sustainable relationships differ from one organization to another depending on certain factors. These include nature of business, its size, its market share, nature of business, among many other things.  The responsive and learning nature of a service organization must build confidence in the

Qus:5 What do you mean by Customer Relationship Management (CRM)? What are the four important steps that service providers should bear in mind while implementing one-to-one marketing?
Explain Customer Relationship Management                                4
Explain important steps that service providers should bear in mind while implementing one-to-one marketing                                                6
Answer: Customer relationship management (CRM) has to be focused on aligning the business processes with customer strategies employed by the firm. Customer relationship management

Qus:6 What are the basic requirements for CRM implementation in an organization?
Explain the basic requirements for CRM implementation in an Organization               10
Answer: The basic requirements for CRM implementation in any organization are as
follows:
1.      Customer-centric approach: A customer-centric approach will take care of a customer’s experience by continuously monitoring his feelings and reactions to various encounters with the organization. There should be very high appreciation of a customer’s fee

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OM0010 - OPERATIONS MANAGEMENT

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PROGRAM
MBA
SEMESTER
III
SUBJECT CODE & NAME
OM 0010 - OPERATIONS MANAGEMENT

1 Explain the concept of operation management. What are the elements of operations management?
A
 Concept of Operations Management
 Elements of Operations Management
Answer:
Operations management is defined as that activity whereby resources, flowing within a defined system, are combined and



2 Explain the process of operation research in detail. Write down different Applications of Operations Research.
A         Process of operation research         
            Applications of Operations Research.
Answer:

Process of operations research
Operations research provides an integrated framework for making various business decisions. Therefore, it is of utmost importance for an organization to have a clear understanding of this framework to solve various business problems.

The steps involved in

3. An organisation has three production centres P1, P2 and P3 that supply products to four warehouses W1, W2, W3 and W4. The monthly production capacities of the three production centres are 160, 150 and 190 units, respectively. The monthly demand of warehouses is 80, 90, 110 and 160 units, respectively. The transportation cost per unit (in rupees) is shown in following Table
Warehouses
W1
W2
W3
W4
Production Centres
P1
10
12
8
15
P2
12
14
18
9
P3
15
12
20
16
Discussion questions:
1. How many units should an organisation supply to warehouses so that the total transportation cost is minimised?
2. Calculate Total Transportation Cost

Answer: Construct the transportation cost matrix table, which is as follows:




4 Write Short notes on-        
·         Consumer Pricing Expectations Range
·         Autonomous and derived demand
·         SERVQUAL-Measuring Service Quality
·         Service Blueprint

AnswerConsumer pricing expectations range
Consumer Pricing Expectations Range (CPER) is a term, which is commonly used in demand forecasting. This term has two aspects, namely, consumer aspect and producer aspect. From the consumer’s


5. Solution for Sequence Problem is as follows
Job
1
2
3
4
5
6
Machine-1
9
7
8
6
8
12
Machine-2
4
5
3
6
2
5
Machine-3
12
10
8
9
15
11


Solution:
Job
1
2
3
4
5
6
Machine M1
9
7
8
6
8
12
Machine M2
4
5
3
6
2
5
Machine M3
12
10
8
9
15
11


Since any




6 Elaborate the replacement of equipment that deteriorates with time. What are the limitations of replacement models?
Replacement of equipment that deteriorates with time.
Limitations of replacement models.

AnswerReplacement of Equipment that Deteriorates with Time
When the operational efficiency of equipment goes on decreasing with the gradual passage of time, it is economical to replace the same with a new one. The replacement decisions for such equipment are taken based on the economic life cycle and monthly or annual ope

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MK0013-Marketing Research

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MBAFLEX/ MBA (SEM 3)
SUBJECT CODE &
NAME
MK0013-Marketing Research

SET 1

1 What do you mean by research? State some of its characteristics.
Definition
Characteristics

AnswerMeaning of Research
Research is a systematic and intensive study undertaken to:
·         Address the fundamental questions or
·         Find a solution to the existing problems.
It is an art of scientific investigation. It is also a systematic design collection analysis and reporting of the findings and solutions for the existing problems of a company. According to the

2 Write a short note on the criteria of choosing a good research design.
Explanation (2 marks for each criteria)

Answer: The criteria of a good research design are:
·         Feasibility: Designs should be implemented in a correct form. The duration and sequence of events should be designed in a proper way. Problems should be anticipated in measurement, adherence to assignment and database construction. Additional groups should be included in the design to explicitly correct such



3 Explain comparative scales and its types.
Explanation of the meaning
Explanation of types

Answer: In comparative scaling, the respondent is asked to compare one brand or product against another. Comparative scaling techniques help in direct comparison between stimulus objects. One of the main advantages of comparative scaling is the easy application by researcher


SET 2

1 Explain various types of probability sampling techniques with suitable examples.
Explanation

AnswerClassification of Probability Sampling Techniques


2 Analyse the steps involved in hypothesis testing.
Explanation

AnswerSteps Involved in Hypothesis Testing
1. Setting-up of hypothesis: The first step is to set up the decision making process. This involves specifying the null hypothesis (H0) and the alternative hypothesis (H).
2. Selecting a significance level: A criterion used for rejecting the null hypothesis is the significance level. The significance level is used in hypothesis testing as follows: First, the difference between the



3 Write short notes on:
a) Media planning
b) Copy Testing

AnswerMedia Planning
Media planning is quite essential in establishing the best way to disperse advertisers’ message across to the consumer market through various media channels. In short, the main goal of the media plan is to find such combination of media resources, which facilitate the marketer to communicate their
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MKT303 - RETAIL MARKETING

SEMESTER - III
SUBJECT CODE & NAME - MKT303 - RETAIL MARKETING


Q1 What is Retail Marketing Environment? Define elements in a Retail Marketing Environment.
       Retail Marketing
       Environment Elements in a Retail Marketing Environment 2+8=10
Answer:-
Retail Marketing Environment:-
Everything that surrounds and impinges on a system can be called as an environment. Systems of many kinds have environments with which they interact. Retail Marketing can also be seen as a system which must respond

Q2 Define consumer decision behavior. Explain types of decision behavior.
       Consumer Decision Behavior
       Types of Decision Behavior 2.5+7.5= 10
Answer:-
Consumer purchase behaviour involves not only understanding how decisions are made but also understanding the dynamics that influence purchases. Sometimes consumers undertake a complex decision process requiring substantial amounts of time and energy. In situations where consumers are making a decision for

Q3 Critically examine types of Store Layout.
       Racetrack form
       Grid form
       Free flow
       Dead block format 2.5+2.5+2.5+2.5+2.5=10
Answer:-
Types of Store Layout:-
Racetrack form
This

SET-II

Q.1 What are Private Label Brands? Elaborate growth drivers of Private Label Brands.   
       Private Label Brands
       Growth Drivers of Private Label Brands 3+7=10
Answer:-
A private brand or store brand is a product line owned, controlled, merchandised and sold by a specific retailer in


Q2. Elaborate Customer Relationship Management Strategies.   
       Personalization 
       Communication 
       Rewards 
       Special treatment benefits 2.5+2.5+2.5+2.5+2.5=10
Answer:-
Customer Relationship Management Strategies:
1.      Personalisation: The social interaction between service employees and their customers is known as


Q3 Describe the four stages of International Business.   
       Domestic focus 
       Ethnocentric 
       Polycentric 
       Geocentric  2.5+2.5+2.5+2.5+2.5=10
Answer:-
The four stages of International Business:
1.      Stage