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INTERNAL ASSIGNMENT
APPLICABLE FOR APRIL 2022 EXAMINATION
E-Business
1. 1. Select any 5
sectors/industry in India doing e-business and state the online marketing
strategies (any 2) and online marketing tools (any 2) tools used by companies
in each of those sector/industry for successful implementation of e-business.
(10 marks)
2. Select any 10
companies/organizations doing e-business in India and state how implementation
of e-CRM (any 5) and e-SCM (any 5) had significant impact on their business in
terms of results based on improvements in customer relations and supply chain management
(10 marks)
3. a) List any 5 ways through
which organizations doing e-business can collect data/information about their
customers with an example for each (5 marks)
b) List any 5 internet
marketing tools used by organizations/companies doing E-business in India with
an example for each tool (5 marks)
Emerging
Technologies: IoT, Augmented Reality, Virtual Reality
1. As more and more new
technologies get into play; risks will get more concentrated into a common
network. The attacks like DDoS can be targeted to any company of any size. So,
all companies thinking of innovative technologies deployment must take security
very seriously and from the start and at each stage/level. Describe the
difference among IoT, AR and VR technologies. Explain the security and privacy
concerns related with these technologies and the solution to resolve them. (10
Marks)
2. India is now getting ready
for emerging technologies such as 5G, artificial intelligence, block chain,
augmented reality, virtual reality, machine learning & deep learning,
natural language processing and robotics. These are going to play a crucial
role in the government and industry alike, whether it is planning or
decision-making; accelerating development or analyzing deployment, problem
solving or product development; discovering new trends or drawing out unknown
correlations. With taking example of any company of your own choice, explain
the adoption process of Virtual Reality and its paybacks in India. What are the
factors which affect the quality and usability of a virtual reality
applications? Explain briefly. (10 Marks)
3. Understanding VR technology
and how it can "create emotional-physical responses" is vital, as it
allows students to conceptualize how businesses can apply these tools in new
ways, such as increasing brand engagement with customers.
a. Describe the applications
and limitations of AR and VR in education sector on the basis of use cases. (5
Marks)
b. With providing some real
statistical data from authorized resources, explain how investing in Internet
of Things (IoT) systems could level up revenue in pharmaceutical industry. (5
Marks)
IT
Project Management
1. You have just been
appointed as the CIO of Godavari Ruchulu – a 75 yr food products company in
South India. Mr Chowdary, the CEO is keen to modernize the IT landscape of the
company by implementing SAP. As a first step, he has asked you for a Project
Plan – from the AS IS situation of disparate legacy systems to the TO BE of
Enterprise SAP. Prepare a 2-Page Executive Summary of your Project Plan to
serve as a basis for a detailed discussion with Mr Chowdary. (10 Marks)
2. You are a CONSULTANT to
Zamorin Cooperative Bank. You are required to prepare the RFP to be issued by
the Bank to System Integrators for implementing a core Banking Product – either
FLEXCUBE or Temenos and integrating it to Zamorin Cooperative Bank’s existing
Systems - D365 ERP & D365 CRM. Prepare the 3-Page Executive Summary of the
RFP with all requisite sections. For additional information re: the specific
products, you may refer the company websites. (10 Marks)
3. Mr. Menon, CEO of Frontier
Mutual Funds has convened a meeting for the CxOs to discuss the firm’s IT
Strategy Roadmap. At this meeting Ms. Naidu, the newly appointed CIO has
announced her intention to outsource the ongoing Maintenance & Support of Frontier
Mutual Funds’ Brokerage Systems to an IT Firm. Dr. Manjappa, the COO of the company
is skeptical and asks Ms. Naidu if she has considered all the issues involved. When
Mr. Menon, asked him if he had specific concerns, Dr. Manjappa immediately said
"I see two issues that need detailed discussion… (1) How will this affect
the Systems’ Performance/Availability and (2) How will we maintain
Confidentiality of Information?" How will Ms. Naidu respond to Dr.
Manjappa’s queries on…
a. Systems’
Performance/Availability? (5 Marks)
b. Confidentiality of
Information? (5 Marks)
World
Class Operations
1. 1. Differentiate between
the various quality awards. (10 Marks)
2. Comment on KAIZEN with
specific business applications. (10 Marks)
3.a. Assume yourself to be an
operations consultant, identify the various tools for establishing world class
standards in operations. (5 Marks)
3.b. As an operations manager,
comment on the role of environment in world class operations.
(5 Marks)
Corporate
Social Responsibility
1. As a trainer, explain the
Corporate Governance and its 4 pillars with examples to a set of
new joiners to your
organization? (10 Marks)
2. The external audit team has
come up with a report that the corporate governance standards at Huhtamaki
International have been going down tremendously. Hence, they have hired you as
a consultant. Can you suggest them measures to strengthen their corporate governance?
(10 Marks)
3. As a CSR consultant to ABC
Ltd, explain to them the concept of Code of conduct in
Business with respect to
a. OECD Guidelines (5 Marks)
b. ILO Conventions guidelines
(5 Marks)
IT
Security and Risk Management
1. The financial company
Capital One reported a massive leak of client information as a result of a
database hack caused by a former employee of their cloud hosting provider, Amazon
Web Services. The data breach was executed by a former Amazon Web Services
employee who used a misconfigured web application firewall to get access to
Capital One’s sensitive data. As a result of the incident, the records of over
100 million people were compromised. The leaked data included applicant names,
phone numbers, addresses, social security numbers, and bank account numbers.
What care should be taken when dealing with third party hosting of data? (10
Marks)
2. Write a brief on Intrusion
detection systems based on the following points:
a. Difference between Network
Intrusion Detection System and Host based IDS
b. Difference between Firewall
and IDS (10 Marks)
3. The COVID19 crisis has
adversely impacted almost all sectors globally, with disrupted supply chains,
country-wide lockdowns and organizations exploring the possibility of long-term
and even permanent remote working. The Business Process Outsourcing (BPO)
sector features contact center agents working from different locations and answering
millions of calls every day. With the outbreak of COVID-19, China became the
first country to ask these employees to work remotely, while others followed
suit to contain the spread of the virus. The sustainability of these employees
depends on multiple parameters, such as the ability to adapt to new working
arrangements and the willingness to work across functions. Some key concerns
faced by BPO organizations are data security and the impact on productivity due
to either inadequate infrastructure at employees’ homes or the lack of supervision.
Some other issues include difficulties in recording calls when working remotely
and the exposure of personal employee data to clients. Organizations are taking
several measures to ensure that the productivity of contact center agents is not
adversely affected by working remotely. Some of these measures include regular
touchpoints with employees and periodic updates as well as daily team meetings
to review the status of work being executed using tools such as WebEx, Zoom and
Skype.
a. Discuss the various IT
risks associated with work from home and suggest possible remedies? (5 Marks)
b. Would risk management
principles be applicable in COVID19 like unforeseen pandemics? Justify your
answer? (5 Marks)
Managing
Business Process Outsourcing
1. Too often, once a project
is completed, management attention goes elsewhere and things revert to the way
they were. Often the anticipated benefits are not realized or even audited to
see if the goals were reached. If there were benefits, they are often not
applied throughout the organization. Many pitfalls can happen when process
improvement is attempted one process at a time. It is difficult to tell which
processes contribute the most to achieving the business objectives or which
process is the critical process to improve. Can business process portfolio
management help in such situations and how? (10 Marks)
2. India has been a preferred
destination for outsourcing industry, thereby providing a boost to the economic
growth of India in the last two decades. Companies from across the globe look
up to the Indian BPO industry for reliable service for their business
requirements. It has contributed to the service sector development as well as
infrastructure improvements in non-metro location in India. The BPO industry,
despite its impressive growth and global advantage, is facing several
challenges and risks. These risks have a potential to slow down the Indian
growth story. The cost advantage has been reducing due to increase in wage
parity and other global destinations such as China, Philippines, Malaysia,
Brazil etc. growing in reputation as low cost service delivery. BPO industry in
India also faces, challenges with the high attrition rates, increasing use of
Artificial Intelligence, process automation technologies, volatility of the
Indian currency and global economic slowdown. The Indian BPO industry must
mitigate the risks and challenges in order to
realize its true potential. In
view of the current scenario, categorize the above risks into the people risks,
technology risk and process risks. What would be your suggestions to mitigate
the risks facing Indian BPOs. (10 Marks)
3. AL-RIFAT CallCenter, a
leading healthcare BPO company based out of Gulf approached HumaraBPO with a
requirement to improve their BPO process. The customer's BPO division handles
over a million customer calls every month, but their customer satisfaction
levels were plummeting downwards. Even their CSAT was as low as 47%. Since the
customer was a part of the healthcare industry, it was unacceptable for the company
to find a low level of satisfaction from their customers. HumaraBPO's role was to
nail down the causes for the low CSAT levels and then to provide a customized
BPO solution that would help the company's performance to soar. At the onset of
the project, the BPO team at HumaraBPO decided to dissect the problem and get
to the root cause. Through a detailed analysis, they identified some of the
critical issues in the process that were affecting the customer's BPO's
performance. The following were the requirements of the customer:
There was a linguistic and
cultural mismatch between the BPO's personnel and the client's customers. The
client's customer base was native Arabs while the BPO employees of the customer
(5 male agents and 5 female agents) were not native Arabic speakers. This
language barrier made it difficult for the employees to effectively address the
culture-specific requirements of the customers
There was a critical need to
align the BPO support team with the standard processes that govern BPO
functioning. The BPO team also required intensive training in BPO platform
management
The BPO's turnaround time
lagged over a period of 7 days in contacting their customers after discharge
The support BPO team worked
only 5 days a week (Monday to Friday) and only between 9 am to 5 pm. This posed
a serious limitation for the customers who wanted to contact our client
The customers wanted to make
sure that they were talking to an Arab agent and would ask the BPO employees
for their last name
Female patients of our
client would submit contact numbers of the male members of their family instead
of their own
The customer reach
percentage was less than 2%
After identifying the unique
problems that were affecting our client's BPO, they deployed one their best
teams to implement a customized BPO platform. HumaraBPO's skilled BPO team
refurbished the entire BPO process of the customer by adopting the following measures:
1. BPO Service Timings: they
increased the support time span by a period of 4 hours. Next, they made the
support center available from 7 AM to 7 PM. To match the working week of UAE,
they decided to change the work days of the BPO to Sunday to Thursday instead
of Monday to Friday. Multiple shifts was also introduced to meet the time
demand with WFM.
2. Local BPO Agents: they
hired a team of native speaking Arabs to eliminate the cultural gaps.
3. Support Infrastructure:
they enhanced the infrastructure for the customer's BPO center and included
best-of-breed voice, email and internet facilities. This helped in
substantially reducing the turnaround time of the BPO team.
4. Value Added Support
Services: they also offered a host of value added services, such as the
following:
they extended the 24 hour
call support for excess processing requirements during peak hours
The BPO agents were given
customized 'Last Names' to suit the caller's country
The DID number was masked
based on the caller's country
The BPO agents were given
20% hand-outs
Culture specific provisions
were specially created to record rebuttals from the objections raised by the
male family members of female patients
The BPO process of the
customer was continuously improvised and enhanced based on Lean and Six Sigma
methods
The database of the customer
was always kept up-to-date
The BPO application was
rectified periodically
Within a short time, span of
just 2 months, they were able to present the following results to our customer.
From an unsatisfactory 47% the CSAT galloped to a whopping 85% - 87%. The
turnaround time was improved by 24%.
a What were the cultural
challenges faced by AL-RIFAT call center and how were these specific cultural
challenges met by AL-RIFAT call center (5 Marks)
b What are the advantages of
outsourcing call center operations of a hospital to a BPO like AL-RIFAT call
center? (5 Marks)
International
Logistics & Supply Chain Management
1. A multinational consumer
electronics company is planning its foray into Indian market and has forecast
strong demand for its range of smart TVs. Help the company in its supply chain
planning & suggest a supply chain strategy for its Indian foray. (10 Marks)
2. Explain the various factors
to be considered while planning the logistics of an Indian tire manufacturing
company that is embarking on its international journey beginning with tire
exports to US, UK, Germany, France & Italy. Given the logistical requirements,
which of these countries would you recommend the Indian manufacturer to start
off with? Explain the appropriate choice of logistics strategy (in-house / 3PL
/ 4PL etc.) for your recommended market/s. (10 Marks)
3. An Australian chain of
specialty super-stores has traditionally sourced its products from within
Australia. With increasing competition & consumer awareness, the chain
wants to source & sell innovative products that would be unique for its
Australian customers. It has identified China & South Korea as two
potential sources of such products that can be marketed through its stores
across Australia.
a. Given that until now all
the procurement was done domestically, what are some of the factors that the
chain must consider while contemplating procurement from China or South Korea?
How can the chain best facilitate such procurement on an on-going basis?
(5 Marks)
b. What role will government
agencies have in this process? Explain the related procedural aspects that the
company will now have to additionally handle for such procurement. (5 Marks)
Services
Marketing
1. 1. You stay in a semi-urban
set up and near your house, medicine delivery is extremely unreliable. The
medicine shops close around 9 PM and medicine availability becomes a challenge.
You come up with a business plan to deliver medicines to all houses, (in the
area) at no extra cost, 24X7. The challenge however is that companies like 1mg,
Net meds are already offering their services in the area. The advantage for you
is the popularity of ordering medicine online is still not prevalent by the
people in your area. You intend to buy the products from the nearest retail
point and delivery to the customer with the help of, few delivery personnel
that you will maintain. Do you think this is a feasible model? What are the
challenges that you will face while setting this up, from a services
perspective? How will you differentiate yourself from the competing firms? (10
Marks) 2. Salman goes to ‘Javed Habibs salon’ and Amir goes to ‘Lakme salon’.
If you are an entrepreneur who wishes to open a salon, how will you
differentiate your offerings vis a vis your competitors. You are also clear that
you want to offer your services at a higher price point, where you intend to
service fewer client base. You understand that your client’s time (for your
business idea) will be a very critical component for providing a great service.
How do you intend to manage the demand vis a vis the capacity? (10 Marks) 3.
Sundar wants to start a ‘C2C’ (customer to customer) model of food service. He
has just passed out of his B School and the canteen food in his college was
pathetic. Most of the days, he relied on Swiggy and Zomato for his meals. He
realized that probably there is a need to have an option for customers to order
it from home makers or families who would be interested in selling their cooked
food to others. Sundar started off with his basic research and spoke to a
couple of housewives who were willing. He got his B School classmate on board
to design an app that would help customers order. While both started their
work, he realized that there are two major problems in this service situation.
The first problem off course is bringing awareness for the services and
popularizing it among the people of his city. Another challenge would be to
encourage home maker to enrol and encourage them to sell. This would be a major
bottleneck as most of the deliveries would be following a specific timeline and
unavailability of a home maker would cost the delivery and customer. The second
problem was the area of operations. The city in which he plans to operate is
big, with lots of offices and student population. He chose on the student’s
category primarily as his primary targeted audience. However, Sundar did not
have any hard data to support his stand. Sundar therefore came up with three
value propositions for his business. Good quality food for students at a
reasonable price. Good discounts for students who are adopting a long-term
association with his food service company. Encourage home makers by providing
them with the flexibility of number of days they would want to work, a
wonderful incentive plan, pick up from their home, faster settlement of their
accounts and training to pack and promote their food. Sundar is now charged up
to get things in place and start off the venture as early as possible. He now
needs to start working on the logistics, operations, service quality etc. a.
Does Sundar have all the information needed to choose students as the segment?
Is he right with his decision? If you are his friend, what segments would you
suggest and why? (5 Marks) b. Is Sundar, approaching the issue of service
offering, too quickly? Do you feel he needs to invest some more time designing
the offering, as it could be more complex and deeper than what it apparently
looks like? (5 Marks)
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