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INTERNAL ASSIGNMENT APPLICABLE FOR DECEMBER 2023 EXAMINATION

Service operations Management

Q1. Strategies & decisions of regarding Service Operation are taken at various levels of hierarchy in organizations. Discuss these levels of hierarchy and the Strategic decisions taken at these levels. Explain these concepts by taking an example of any Educational Institute of your choice.

Q2. The ‘Service Design’ concept is understood and carefully planned in Service Operations. Explain the various approaches that Service setups can apply to the ‘Service Design’? Explain the concept with the help of reference of a hospitality setup like a Resort.

Q3. An automobile service center is a common service setup involving many different types of service processes. Discuss the following aspects of these kind of setups (you can take an example of your choice) with reference to the following questions

a) Discuss the elements that need to be planned in a Service Framework of the mentioned setup.

b) These services do not plan all operations in the presence of the customers as well as make them visible to customers. Discuss this aspect of the layout planning of these processes with the concept of Decoupling of processes

Financial accounting

Q1. Often it happens that while running a business there is an inflow and outflow of revenues and expenses of more than one accounting period. Such transactions, which affects more than one accounting period requires adjustment. Such adjustment are reflected in the books of accounts. Discuss about adjustment entries, point out the type of adjustment, which may arise in the due course of business and reflect on how adjustment entries impacts the financial statement. (10 Marks)

Q2. The revenue from operations and earnings before interest, taxes, depreciation, and amortization are distinct metrics with separate implications for our business performance. It is crucial to understand the difference between these two figures as they provide unique insights into our operational efficiency and profitability. Discuss the statement by differentiating the difference between these two terms, Revenue from operation and earnings before interest, taxes, depreciation, and amortization. With the given information, prepare the statement of Profit and Loss of the company in vertical format. (10 Marks)

Depreciation and amortisation expenses 295600

Purchase of stock in trade 10450

Employees benefit costs 959139

Other expenses 565000

Revenue from sale of product 5000000

Other operating revenues 2500000

Cost of material consumed 1050000

Finance cost 525000

Q3. Following is the information available for Paraam Industries Pvt Ltd for the month of August

Withdrawal of cash from the bank, as on 10th August 2023 Rs. 200000

Balance in the business bank account as on 6th Aug 2023 Rs. 500000

Purchased Computer for personal use using business fund as on 15th August 2023 Rs. 50000

Paid for school fees for the kid from the business bank account as on 11th August 2023 Rs.3000

For the given information-

a) Discuss the rules in relation to debit and credit as applicable for the account type being assets, liabilities, expenses and gains. (5 Marks)

b) Pass journal entry for the transactions. Explain why the personal expenses and business expenses of owner are treated differently (5 Marks)

Organizational behavior

Question 1) Rajesh works as a Manager-(Employee relations & wellbeing) in a leading organisation. He deals with all the behavioral issues in the workplace.Varun his colleague in marketing department always mocks at him saying that with the kind of profile he has, in which he needs to look after the organisational behaviour overall does not call for much work. He also tells him (Rajesh) that marketing department has to face a lot of challenges which people from his domain cannot fathom. Rajesh then smirks and lists down all the challenges to Varun. What all challenges could Rajesh face in terms of organisational behaviour? Discuss. (10 Marks)

Question 2) Consider any leader of your choice and discuss his traits as a leader with the help of any one leadership theory. (10 Marks)

Question 3) Rohit works as a designer in a décor company but since past few months he is not happy with the kind of work he has been doing. He wants to go back to fashion industry from where he originally hails. He is really not able to concentrate in his current work and it shows in his behaviour as he snaps at people at the drop of a hat. He is thinking of consulting his colleague and best friend Ajit in order to resolve this kind of behaviour. Keeping this scenario in mind, explain:

a) What kind of conflict Rohit is facing here? Explain. (5 Marks)

b) What can Ajit suggest Rohit for resolving such conflict? Discuss. (5 Marks)

Business economics

Q1. “Demand forecasting plays a vital role and enables organisations to arrange for the required input as per the predicted demand, without any wastage of material and time” Substantiate your view on demand forecasting and discuss the various factors influencing demand forecasting. (10 Marks)

Q2. Define the term “Elasticity of demand.” Discuss different types of elasticity of demand. Also, explain why this concept should be of interest to anyone in business who has a choice to determine the price at which to sell their products. (10 Marks)

Q3 A) “The root of the economic problem is the scarcity of resources while our wants are infinite”. Elaborate the given statement explaining the three types of economic problems faced by an economy in achieving in production and distribution. (5 Marks)

Q3b) Complete the hypothetical table – compute and show steps on Average Product and Marginal product. (5 Marks)

Quantity Total Product Average Product Marginal product

1 10

2 30

3 48

4 56

5 56

6 52

Information systems for managers

Q.1) Ghanshyam Das and Sons Jewellers has now its several branches across different cities in India. The Jewellers started from very small shop in Delhi and expanded their business in several years across India. Initially when they started, they have appointed different personnels to keep a track of jewelries sold, orders given and inventory required. With the expansion of business in different cities, Ghanshyam Das and Sons Jewellers are now finding it difficult to manage/ track the details at global level and to get an overview of Jewellery details across all stores of various cities. They contacted a solution providing firm to get solution of the same and were told to shift their business to Cloud wherein, all the operations of different stores can be monitored/detailed out very easily. Discuss how migrating to Cloud will help Ghanshyam Das and Sons Jewellers to smoothen up the process of monitoring/tracking details from one location for other stores across various cities. Also, discuss which types of cloud and cloud service will be suitable or their organization. (10 marks)

Q.2) E-Commerce has gained boom more after the digital payment initiative was emphasized for usage in recent years. Most of the retailers are using these platforms to sell their products. Discuss how the retailers are getting benefitted by choosing these e- commerce platforms. Which type of sellers are being benefitted most by choosing the e- commerce platform (Explain with help of some Statistics by taking references from some E-commerce websites). Discuss your views for all the above points by choosing any one E-Commerce platform as an example. (10 marks)

Q.3) Horizon Technology is new IT Company with the motive of providing solutions to different Organisations by catering to their specific product requirements. This Company has received the Project Development Task which is not much Complex in nature and the requirements are also to some extent clear. As a new venture, this organization is not fully aware of the different vulnerabilities and threats to its data. Considering the above scenarios, discuss the following:

a) What can be the various threats and vulnerabilities to the organization? What are the security measures that need to be adopted by Horizon Technology for avoiding the same? (5 marks)

b) Discuss which Software Development Life Cycle model needs to be implemented and why by Horizon Technology for development of the Project stated in the Scenario. (5 marks)

Management theory and practice

Q1. Samatadeep Industries have hired you as a consultant as most of their recent plans have failed miserably. Post you research, you concluded that they have not considered the external environment at all when planning or executing their plans. Can you guide them about the forces that affect management thought? (10 Marks)

Q2. As a management trainer to a batch of new joiners at ABC Ltd, can you explain Henri Fayol’s 14 principles of management to them and make them understand their significance in today’s world. (10 Marks)

Q3. Sachi Ltd has been facing many loses and want to modernize themselves using modern tools and have hired you as a consultant for the same. Can you explain the following concepts to them and how will they help them modernize a cycle manufacturing business like theirs.

JIT (5 Marks)

Six Sigma (5 Marks)

Marketing Management

Q 1. What are the marketing skills required to initiate the sales? Explain this with an example of how effective leadership traits can help? (10 Marks)

Q 2. What kind of promotions would you have for an exclusive store to sell Amul using an innovative concept. How will you plan the layout, of an exclusive Amul store? ( 10 Marks)

Q 3. Case Study

Grasim enters B2B e-commerce in building material

Grasim Industries, an Aditya Birla group company, today approved its foray into B2B e commerce in the building materials segment with an investment of ₹2,000 crore over the next five years. This investment adds a new high growth engine with clear adjacencies within Grasim’s standalone businesses as also that of its subsidiaries and associate companies. The company is spending Rs10,000 crore in new paints business and will launch its products by early 2024. The group owns India’s -largest cement company with a capacity of 120 million tonnes per annum. Kumar Mangalam Birla, Chairman of the $60 billion revenue Aditya Birla Group, said the B2B e-commerce foray is yet another strategic portfolio choice as it crystallises the group’s intent to invest in the new-age, high growth digital space. “The building materials segment presents a huge scalable business opportunity with a proven path to profitability. With this foray, Grasim would be able to leverage the large B2B ecosystem within the Aditya Birla Group,” Birla said. This move will also catalyse the growth of the MSME universe in India and provide an impetus to the Government’s vision of ‘Digital India’, he said. The overall building materials procurement segment in India has grown at an annual rate of 14 per cent in the last 3 years. This industry is estimated at about $100 billion with current digital penetration of just 2 per cent. The platform will primarily focus on medium- and small-sized companies in the building materials segment with the potential to further extend to other relevant categories. The key value proposition would be an integrated procurement solution, including on-time delivery and a superior product range at competitive pricing.

a) Which is the segment that Grasim is getting into? What is the strategy to get into the segment and capture the market? (5 marks)

b) What are the future plans of Grasim? How does it plan to increase its reach and how is it planning to build up is its chosen segment? (5 marks)

Decision science

Q1. Draw the decision tree diagram and explain the best possible decision based on EMVs

(expected Monetary Values) On the 1st April 2023, Rajinder Saproo, an investor is in a dilemma for the investment of 10 lakh INR. He has consulted his Mumbai based friend, MukulBhai Gadhecha, an investment expert for this matter. Mr Saproo went to meet him at his office located at Prabhadevi. Mukulbhai asked him to express his feeling for the market situation in coming economic year. Mr Saproo assumed the economic growth for the coming year in the following way.

10 % optimist for the ‘Good Economic Growth’

50 % optimist for the ‘Moderate Economic Growth’

40 % optimist for the ‘Lower Economic Growth’.

In addition to this, MuKulbhai Gadhecha carried out his analysis to derive possible payoff values considering the various investment options as per the economic situations (presented in the table given below). Figures are in INR on the investment of whole amount of 10 lakhs.

Options Good Economic Growth Moderate Economic Growth Lower Economic Growth’

Mauti Suzuki Shares 3,00,000 1,20,000 50,000

TATA Motor Shares 4,00,000 1,00,000 10,000

D Mart shares 4,50,000 2,30,000 30,000

If you were in place of Mukulbhai Gadhecha, What do you recommend to Mr. Saproo?

Note: You are not allowed to use any software for the calculation. But for the preparation of Decision tree diagram you are advised to use Software like MS -Word, PowerPoint etc. (10 Marks)

Q2. Draw the appropriate chart using MS EXCEL, also carryout Exponential Smoothing model in MS EXCEL for the given Alpha values, copy the results (from EXCEL to Word) and explain which alpha is relatively better for the forecast. In this journey of identification of relatively better way of forecasting you may take the support of MAD and MSE type of errors. Suggested Alpha values are 0.1, 0.2, 0.5, 0.7, 0.9. (10 Marks)

Year Yield of Groundnut (Kg./hectare)

2000-01 977

2001-02 1127

2002-03 694

2003-04 1357

2004-05 1020

2005-06 1187

2006-07 866

2007-08 1459

2008-09 1163

2009-10 991

2010-11 1411

2011-12 1323

2012-13 995

2013-14 1764

2014-15 1552

2015-16 1465

2016-17 1398

2017-18 1893

2018-19 1422

2019-20 2063

2020-21 1703

2021-22 1758

Data Source: RBI

Q3. A) You are not advised to use Software in this case, show the calculation-steps typed in your MS-word file.

In Roshni lights ( manufacturer of Mirchi lights) A production run of 2000 set of Mirchi lights being tested for the life, the data shows that life is normally distributed with an average life span of 90 days and a standard deviation of 10 days. What is the probability if a set of Mirchi lights randomly selected from that lot, survived up to 100 days? (5 Marks)

Q3 B) Draw an appropriate chart to show the contribution of each category (in percent form) of Micro, small and medium Enterprises (MSMEs) at the state level. (You may use the MS EXCEL). In conclusion also write, why you have chosen this graph for this problem? (5 Marks)

StateName	DistrictName	Total MSMEs	Micro	Small	Medium
UTTARAKHAND	ALMORA	1235	1068	150	17
UTTARAKHAND	BAGESHWAR	838	807	29	2
UTTARAKHAND	CHAMOLI	739	688	49	2
UTTARAKHAND	CHAMPAWAT	802	745	55	2
UTTARAKHAND	DEHRADUN	12605	10600	1909	96
UTTARAKHAND	HARIDWAR	8883	6416	2263	204
UTTARAKHAND	NAINITAL	3752	3003	675	74
UTTARAKHAND	PAURI GARHWAL	4955	4678	264	13
UTTARAKHAND	PITHORAGARH	1061	962	95	4
UTTARAKHAND	RUDRA PRAYAG	740	698	37	5
UTTARAKHAND	TEHRI GARHWAL	1399	1227	162	10
UTTARAKHAND	UDHAM SINGH NAGAR	9746	7767	1839	140
UTTARAKHAND	UTTARKASHI	1114	1002	111	1

Data source: OGD

Strategic Management

1) You are a mobile phone manufacturer manufacturing phones for different segments of the population. Sales for your lower segment phones is falling while sales for your higher segment is increasing. Why do you think is this happening? What could be the reasons? How do you deal with situation? Does this need any change of strategy? What changes would you do in strategy? Give valid reasons, examples while answering the questions. (10 Marks)

2) India has been a laggard in the world of Sports. You have been appointed as a consultant for strategy for building a sports ecosystem in India. Suggest a strategic road map to make India a sporting powerhouse. (10 Marks)

3) You are the marketing strategy head for a major online music service. Your business is dependent on advertising, but, despite the large number of consumers listening to your app. Advertisers have not been enthused to advertise. (5 Marks)

a) What strategy should you adopt to get advertisers on board? Give examples to justify your answer.

b) Create two ideas to engage with advertisers. (5 Marks)

Operations Management

Q.1 Tesla Motors is considering India for setting up its manufacturing facility. As regional head, you have been assigned the most critical decision of choosing a location for your business setup. What are the various factors that you will consider for narrowing down on a facility location for your business? Also, justify your selection with some facts based on the choice of your location as you why you feel that location is appropriate for setting up the manufacturing facility. (10 marks)

Q.2 Explain the need for a good layout and compare the different types of layouts used in operations management, emphasizing their respective advantages and disadvantages. Post that, analyze the specific challenges and opportunities associated with both the cloud kitchen format and dine-in restaurant setups. Finally, make a recommendation on the most suitable layout type for each format, providing a justification for your choice based on how the selected layout addresses the unique needs and challenges of each format. (10 marks)

Q.3 A famous patisserie brand is planning to open a new mid-sized pastry shop near your locality. Considering their expertise and knowledge in manufacturing and branding their product offerings, they are confident of getting into the new pastry shop operations. The standard offering, which is ready-to-eat single items, takes nearly 20 minutes for one worker, while the extended multiple items required in bulk take 30 minutes. On the other hand, custom-made items require three workers to spend 25 minutes each. The company is interested in identifying the right number of workers required in its shop. Using the data given in the table below:

Type of pastry offered	Demand in the next 4 weeks
	1	2	3	4
Standard single items	2000	2200	2800	2500
Extended multi- items	1700	1600	1300	1000
Custom-made items	500	600	200	400

a) Estimate the aggregate capacity required at the patisserie brand during the next four weeks. Also, if the company employs 29 workers for six days a week and 10 hours a day, compute the capacity available in its current level of working.

Is the capacity adequate to meet the demand, and if not, how much additional capacity do they need? (5 marks)

b) What alternatives would you recommend to the patisserie brand to solve their capacity problem, and if they are ready to recruit, then how many workers should they recruit? (5 marks)

Business Law

1) If the policy contains an arbitration clause, the courts in India will direct the parties to arbitrate. The jurisdiction of the court in deciding an application for arbitral reference is very narrow and limited to examining only the existence of an arbitration agreement, and all other questions relating to the arbitrability of the dispute have to be decided by the arbitral tribunal. Explain this statement with the help of recent decision of various courts. (10 Marks)

2) The vehicle owner paid the renewal premium amount to the insurance agent on January 19, 2022 and a receipt was also issued. However, the insurance agent had credited the amount to the insurance company only on January 31, 2022. The policy for the vehicle was issued only with effect from February 1, 2016. On January 24, 2022 accident happened and the owner of the vehicle died. The insurance company rejected the claim and hence the legal heirs of the vehicle owner filed a case against the insurance company. The court mulcted the entire liability upon the insurance agent. Examine whether in this situation agent was liable with the help of recent case laws. (10 Marks)

3) Consumers who are unaware of their rights are vulnerable in the marketplace. It is vital that they be aware of their rights so that they can make choices confidently, and with due regard to their interests.

(a) What are all the rights available to consumer. (5 Marks)

(b) Explain the compliant making process for misleading advertisement and e-commerce platform. (5 Marks)

Business communication

1) Meher is a communications consultant, fairly an unknown field. However, her customers know how she makes a real difference in their way of reaching out to their clients. Meher handles all the communication channels that her customers need to use in their business. Their email communications, their social media communications, their web presence, and literature that goes out from their offices. She also conducts training for her customers so that they can use the strategies and make themselves effective. One basic tip that Meher likes to always follow and share with people is controlling the style and tone of communication. Considering this case, please share the rules or strategies that you covered about controlling the style and tone of communication, in your course. (10 Marks)

2) Praful is working for a research institute as research associate for archaeological projects. As a part of his job, Praful needs to write to various departments of the government for access to forts and geographical areas for research. Help Praful to develop a routine request draft towards asking for information and action to these departments. (Write the letter to Archaeological Survey of India about visiting 2 forts in 6 months). (10 Marks)

3) Sumana is heading HR of a PR agency in a big city. She is rather known for being bluntly honest. However, she is always appreciated for being logical. While she will be honest in her negative feedback about performance reviews or when rejecting any job application, she always gives clear reasons, which work as positive feedback for the receivers. In light of this, answer the following questions.

a) Put forth strategies for effectively rejecting job applications. (5 Marks)

b) Share a strategy for sharing negative performance reviews. (5 Marks)

Essentials of HRM

Q1. Explain how you would do a job analysis for the position of “Successful Student” and create a job description using the various elements. Explain your choices of essential functions and job specifications. (10 marks)

Q2. Which training methods would be most effective to train the taste testers? Discuss how each of the levels in Kirkpatrick’s model could be applied to the training for the positions. Would another evaluation method be more relevant? Explain. (10 marks)

Q3. Design an employee selection program for hiring stock traders. We already know what to look for as far as the technical skills are concerned such as accounting skills, economics, and so on. What we want is a program for screening out potential bad apples. To that end, please let us know the following:

a) What screening tests would you suggest, and why? (5 marks)

b) What questions should we add to our application form? (5 marks)

India’s foreign trade

Scenario:

Indian agriculture produce Start-up Company called Bharat Agro Tech (BAT) in collaboration with Israeli agriculture Tech Company having their agreement for Technology transfer with one-time payment for technology transfer.

BAT has 500 acres of land on 30 years lease in Nasik, Maharashtra. They have built in situ fresh agriculture produce Cleaning, Packing Cold store unit. They grow fresh vegetables like Red Onion, Cucumber, Carrot, Beetroot, Moringa, and Green Pepper in 200 acres land and 250 acres they grow fruits like Grapes (All varieties), Papaya and Pomegranate. In the remaining 50 acres they grow different varieties of Roses. They are having all the experts from the field of agriculture and Horticulture from India and Agro technology from Israel. Their agriculture produce is 100% Organic and for that they have certificate also. BAT is 100% export oriented Start-up Company, their focus is on exporting to GCC countries like Saudi Arabia, UAE, Oman, Qatar, Kuwait.

Q1. You can take any one country from above mentioned countries, discuss how you will move forward in finding market profile of identified market. You need to discuss on regulatory requirements of the target market, market survey (secondary) major non-tariff barrier and competition. (10 Marks)

Q2. Please discuss on logistics, which is very important to ensure the product will be shipped on priority by air/sea. (10 Marks)

Q3 a) You need to discuss what are the benefits BAT will get it from the State & Central government keeping in mind it is 100% export oriented start-up company. (5 Marks)

b) What is your suggestion for BAT for marketing of their produce overseas? Do you recommend them to develop a good brand name for their products explain briefly? (5 Marks)

Customs shipping and insurance

Q1. You are appearing for a written test as a part of the selection process for the post of Export Import Manager in an international organization. You need to answer the following question based on the Customs Act 1962:

Question: List 5 points under the title “Confiscation of improperly imported goods” (10 Marks)

Q2. You are heading EXIM dept in an organization. In one of the Management meeting Finance Director requests you to explain the various types of bills of entry for his academic interest. Give a write up on all bills of entry that are in use. (10 Marks)

Q3. You are attending a webinar on Customs clearance of export goods. The webinar conductor asks you the following questions

a) What is shipping bill and where it is used? (5 Marks)

b) How many types of shipping bills are in use and explain them (5 Marks)

Export Import Procedures and Documentation

Q1. You are working with a Customs Broker company. One of your clients seeks your advice on whether to import goods on Ex works, FOB basis or CIF basis. They don’t want to opt for any other incoterms. Please explain the three incoterms and advise them suitably. (10 Marks)

Q2. Your friend wants to import some interior decoration goods from China for his home i.e. personal purposes. He seeks your guidance on obtaining IEC certificate to import goods for his purpose use. Give a good write up to your friend on this. (10 Marks)

Q3.You have been shortlisted for a job of Export & Import Manager. During an interview you have been asked to give your views on the following questions:

a) What are the different type of payment terms prevailing in the international market today on imports? (5 Marks)

b) What is your option of payment term for safe transaction and why? (5 Marks)

Managing Business Process Outsourcing

1. Many companies have considered outsourcing a broad range of business processes, including IT services, to achieve critical cost savings. Although this kind of agreement can be structured in many ways, a thoughtful contractual arrangement, with appropriate cost sharing, pass-through mechanisms and pricing adjustments, allows the parties to share certain risks and at the same time establish a productive and profitable relationship. Explain BPO contract negotiation and monitoring and their risk impact? (10 Marks)

2. Organizations typically undertake periodic process improvement that are focused on specific business processes and may or may not align with the business strategy. In order to realize all the benefits of sometimes disparate BPM efforts, there needs to be an ongoing, organization-wide effort to assess and measure the results and continue to use the successful implementations. A process portfolio is widely considered the answer. What are the benefits of effective process portfolio management? (10 Marks)

For ALPHA CallCenter, a leading healthcare BPO company based out of Gulf approached MeraBPO 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. MeraBPO’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 MeraBPO 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. MeraBPO’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

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 ALPHA call center and how were these specific cultural challenges met by ALPHA call center. (5 Marks)

b. What are the advantages of outsourcing call center operations of a hospital to a BPO like ALPHA call center? (5 Marks)

IT Security and Risk Management

1. As a term, people, process, and technology (PPT) refers to the methodology in which the balance of people, process, and technology drives action: People perform a specific type of work for an organization using processes (and often, technology) to streamline and improve these processes. What do you mean by security awareness for people, process, and technology? (10 Marks)

2. Access control is a method of guaranteeing that users are who they say they are and that they have the appropriate access to company data. Companies often grant access to information and assets to staff even if it is not relevant to that member of staff’s role. Describe access control methodologies and implementation for purpose of security? Give detailed justifications for your recommendations. (10 Marks)

3. Bangladesh Bank is the central bank of Bangladesh, responsible for managing the country’s monetary and financial stability. In February 2016, cybercriminals launched a sophisticated attack on the bank’s foreign exchange reserves, attempting to steal hundreds of millions of dollars.

Incident Details:

SWIFT Transactions: The attackers used the Society for Worldwide Interbank Financial Telecommunication (SWIFT) network to initiate fraudulent fund transfers. They sent multiple payment requests to the Federal Reserve Bank of New York, requesting the transfer of approximately $951 million from Bangladesh Bank’s account to various accounts in the Philippines and Sri Lanka.

Authentication Bypass: The cybercriminals managed to compromise the bank’s SWIFT terminal and gain access to the SWIFT system using stolen credentials. They were able to manipulate SWIFT messages to make the transactions appear legitimate.

Errors Detected: A few of the fraudulent transfer requests contained spelling errors that raised suspicions at the Federal Reserve Bank. This prompted further scrutiny. Prevented Losses: While the attackers successfully transferred $81 million to the Philippines, an alert official at the Federal Reserve Bank noticed the spelling errors in subsequent transfer requests. This raised suspicions and led to the cancellation of several transactions, preventing further losses.

Investigation: After the attack was discovered, Bangladesh Bank launched an investigation and sought assistance from law enforcement agencies and cybersecurity experts.

Consequences:

Bangladesh Bank lost approximately $81 million in the successful transactions.

The incident raised concerns about the security of the global financial system and the vulnerabilities in SWIFT’s infrastructure.

It also highlighted the importance of cybersecurity for financial institutions worldwide.

Attribution: While the cybercriminals responsible for the Bangladesh Bank heist were never conclusively identified, there have been suspicions that North Korean hackers, specifically the Lazarus Group, were involved due to similarities with other attacks attributed to them.

a) In the Bangladesh Bank Cyber Heist case, what were the key vulnerabilities and security lapses that allowed the cybercriminals to compromise the bank’s systems and attempt a fraudulent transfer of funds? Provide specific examples from the case to support your answer. (5 Marks)

Discuss the role of international cooperation and information sharing in responding to cyber attacks on financial institutions, as illustrated by the Bangladesh Bank Cyber Heist. What lessons can be drawn from this case regarding the importance of cross-border cooperation in cybersecurity? (5 Marks)

Digital Payments

1) Outline the steps involved in implementing digital wallets, and then evaluate the opportunities they provide to both businesses and customers. (10 Marks)

2) Explain how blockchain technology is utilized in digital payments and evaluate its potential impact on the future of the financial industry. (10 Marks)

3) You are a business consultant working with a small retail store that specializes in handmade crafts. The store primarily operates with cash transactions and has a limited customer base. The store owner is interested in exploring digital payment options to improve customer convenience and expand their business. As a consultant, you need to recommend and analyze the implementation of digital payment solutions.

a) Suggest and justify two suitable digital payment options that the small retail store can implement to enhance customer Consider factors such as ease of use, security, and cost-effectiveness in your recommendations. (5 marks)

b) Analyze the potential impact of adopting digital payments on the small retail store’s business growth and customer acquisition. Discuss how digital payments can help reach a broader customer base and improve overall sales. (5 Marks)

Advanced Supply Chain Management

Q.1 AquaFilter, a manufacturer of water purifier, operates in a crowded market where several other water purifiers are present. Discuss, a planning tool and its various methods, that may helpAquaFilter in discovering the uncertainties of future and provide a competitive edge. (10 marks)

Q.2 AquaFilter approaches you for implementing Aggregate Planning. Discuss, what four elements that you will suggest AquaFilter should follow and the trade-offs it has to make for an effective aggregate planning strategy. (10 marks)

Q.3 Maruti Suzuki has been steadily increasing the localization of its components, which means using more locally-sourced materials. This helps to reduce the company’s dependence on imported materials, which can be more expensive and less reliable.

a) Discuss successful sourcing strategies that may help an organization in efficient procurement process. (5 marks)

b) Since sourcing has a direct impact on the performance of an organization, what four stages of sourcing decision would you recommend while making “Make or Buy” decision process?

Digital Marketing

Ms. Sophia envisions establishing an innovative app called "Jewels4All" dedicated to offering a wide range of jewelry pieces. Jewels4All will act as a comprehensive aggregator platform for jewelry vendors, both established brands and independent artisans, to showcase and sell their products. The app will also feature a collection of exquisite jewelry designed and manufactured in-house. The app's unique selling proposition (USP) will be providing customers access to high-quality jewelry at competitive prices, enabled by bulk purchasing and a robust digital marketing strategy. The company plans to exclusively focus on digital marketing, forgoing traditional media channels.

1. How will you promote Jewels4All on the online platforms? (10 Marks)

2. Assume you plan to launch a campaign to promote the Jewels4All where the main objective is to create brand awareness for the masses. The campaign will be done at the national level with a very high budget. Explain the seven stages for setting up a marketing campaign for the brand Jewels4All. (10 Marks)

3. a. Explain the key activities involved in the campaign set up for the Brand Jewels4All. (5 Marks)

b. What are the key activities involved in monitoring the campaign for Jewels4All? (5 Marks)

Cost & Management Accounting

Q1. The following details have been extracted from Sam Ltd.’s books of accounts for the year ending March 31, 2023. The manager of the company is shared and divides his time between the factory and the office in the ratio of 20:80. You are required to compute: (a) prime cost, (b) factory overhead, (c) factory cost, (d) over head and (e) cost of sale. (10 Marks)

Stock of Materials: Opening 2,82,000.00

Stock of Materials: Closing 3,00,000.00

Materials Purchased during the year 12,48,000.00

Direct Wages 3,57,600.00

Indirect Wages 24,000.00

Salaries for Administrative Staff 60,000.00

Freights: Inwards 48,000.00

Freights: Outwards 30,000.00

Cash Discount Allowed 21,000.00

Bad Debts W/Off 28,200.00

Repairs to Plant and Machinery 63,600.00

Rent, Rates and Taxes of Factory 18,000.00

Rent, Rates and Taxes of Office 9,600.00

Travelling Expenses 18,600.00

Salesmen's salaries and commission 50,400.00

Depreciation W/Off: Plant and Machinery 42,600.00

Depreciation W/Off: Furniture 3,600.00

Director's fees 36,000.00

Electricity Charges: Factory 72,000.00

Fuel Charges: Boiler 96,000.00

General Charges 37,200.00

Manager's Salary 72,000.00

Q2. You are required to compute the labor turnover using different methods of labor turnover measurement from the following information provided for Manas Ltd. for the month of December 2022. Total workers in the beginning of the month were 3800, whereas at the end of the month were 4200. During the month, 50 workers left the firm on account of their own problems while 80 workers were discharged. 560 workers were engaged during the month in various departments. But out of them, only 60 were appointed. (10 Marks)

Q3. A product sells at Rs. 3 per unit. The company uses a first-in-out actual costing system. A new fixed manufacturing overhead allocation rate is computed each year by dividing the actual fixed manufacturing overhead cost by the actual production. The following data is available for the first two years:

Year 1 Year 2

Sales (Units) 1500 1800

Production (Units) 2100 1500

Cost: (Rs.) (Rs.)

Variable Manufacturing 1050 750

Fixed Manufacturing 1050 1050

Variable Marketing and Administration 1500 1800

Fixed Marketing and Administration 600 600

Prepare Income Statement for each year based on:

a. Absorption Costing (5 Marks)

b. Variable Costing (5 Marks)

Project Management

Q1. Assume your company has got the contract to build a new airport in Goa. It is a very important project for you and your company. How are you going to manage the different stages of the project? (10 marks)

Q2. The activity involved in a certain project have been identified as follows:

Job Time

(weeks)

No. of Men

required

Precedence

requirements

A 5 1 -

B 10 1 A

C 8 2 A

D 6 3 B,C

E 7 1 B,C

F 4 2 E

G 4 2 D,F

H 2 1 G

a. For the above project draw the network (using the MS word line function) and determine the critical path.

b. If there are three men available at any one time how long would the project take and how would you allocate the men to the activities?

c. If there are no restrictions on the amount of labour available, explain how you would schedule the activities? (10 marks)

Q3. Steel Authority of India Limited (SAIL) that runs Visvesvaraya Iron and Steel Plant (VISP) at Bhadravati in Karnataka decided to close the unit last year. Founded in 1954, SAIL operates and owns five integrated steel plants at Bhilai, Rourkela, Durgapur, Bokaro and Burnpur (Asansol) and three special steel plants at Salem, Durgapur and Bhadravathi. SAIL has declared VISP a loss-making unit. Please suggest:

a. A transition plan for the project and factors that might affect the smooth termination of the projects. (5 Marks)

b. List down the contents of Closure report and the post closure activities you would suggest to be undertaken. (5 Marks)

Organisational Theory, Structure and Design

1. Henri Fayol, the father of the classical approach was the first to present his observations on organisational management. What according to you are the 4 major principles driving this approach that are still relevant in today’s organisations? Give suitable examples. (10 Marks)

2. LookBook is launching its new mobile application. It is facing many internal management problems. According to Greiner’s Organisational Growth Model, explain the different phases of crisis that the company may go through. Highlight with examples. (10 Marks)

3. Ashish and Avanti are planning to enhance the organisational effectiveness of their e-commerce start-up business. Keeping the above scenario in mind,

a. How do you think they will measure the organisational effectiveness of their business? Add examples (5 Marks)

b. They are in favor of the systems approach. Explain this and state what the benefits of it, with examples. (5 Marks)

International Business

Q1. In our country many products from China dominate our markets and have made production unprofitable for Indian manufacturers. In your opinion should we allow the entry of Chinese products in our country? (10 Marks)

Q2. Countries like US have at times stated “America First” as their policy. Do you consider that our country should adopt “India First” policy? In this context, explain how countries can create barriers to promote their own products. (10 Marks)

Q3. Read the following case study carefully and then answer the questions that follow:

A BBC anchor remark on India while discussing ISRO's historic lunar mission - Chandrayaan-3. The anchor asked question to a person who was reporting from India - whether India should really be spending money on a space program the size of Chandrayaan-3 in the wake of poverty in the nation. He claimed much of India's population lives in poverty and over 700 million Indians don't have access to a toilet. An Indian Industrialist tweeted that a large part, our poverty was a result of decades of colonial rule, which systematically plundered the wealth of an entire subcontinent. Yet the most valuable possession we were robbed of was not the Kohinoor Diamond but our pride & belief in our own capabilities. Ironically India is home to the largest number of hungry people. Around 213 million go hungry and are malnourished people as they do not get proper two meals a day. Food distribution channels are weak and about 10 % of the stored food grains is being wasted and eaten up by rats and birds while human population is deprived of food.

a) Explain whether India should continue to fund space programs, and do International business in space technology to other countries, or invest in making of Toilets? (5 Marks)

b) Explain whether India should continue to export food grains to various other countries? (5 Marks)

Financial Institutions and Markets

Q1. Mr Raman is one of the director in XYZ ltd company. The company is engaged in hotel sector ,which has recently witnessed a steady downfall in its revenue and value of its assets due to a downward trend persisting in the market. The periodical financial result of the company were to be declared in the fortnight time. Mr. Raman being an insider, had to access to unpublished price sensitive information related to it. Consequently, he sells the major portion of his holding in an anticipation of fall in the market price of the shares of the company subsequent to announcement of periodical financial result of the company. On conducting a probe, SEBI finds Mr. Raman guilty of insider is trading. In context to the above case – State the importance of SEBI and its various functions. (10 Marks)

Q2. Rima buys a financial asset from the RBI. This financial asset is an instrument of short-term borrowing. He has bought it because he doesn’t want to take risk and wants an assured return. This instrument is a promissory note. It is highly liquid. The instrument is also known as zero coupon bonds. On this instrument, it is written T-91 Based on the above case study, Identify the financial asset indicated in the above case. elaborate why this instrument is called as zero coupon bonds and mention what are functions of these instruments and why this is called as T-19? (10 Marks)

Q3. Nishanth was working in the portfolio management department of Beta Ltd and had new recruits to whom he was supposed to provide training on the risks associated with the financial market as apart from earning returns they should be well aware of the risks that can be managed and which ones cannot be managed in a portfolio. He decided to broadly classify the risks in two categories and explain the different types of risks associated with each one. If you are Nishanth, a) Explain different types of risks associated with systematic risk. (5 Marks) b) Explain different types of risks associated with unsystematic risk. (5 Marks)

Strategic Financial Management

Question 1

A company is evaluating two investment projects, Project A and Project B, each with different levels of risk and an initial investment of Rs. 3,00,000. The risk-free rate of return is 5%. The expected cash flows and their probabilities for each project are as follows:

Project A: Expected Cash Flow in Year 1: Rs.100,000 Expected Cash Flow in Year 2: Rs.150,000 Expected Cash Flow in Year 3: Rs.200,000

Project B: Expected Cash Flow in Year 1: Rs.80,000 Expected Cash Flow in Year 2: Rs.120,000 Expected Cash Flow in Year 3: Rs.180,000

The company's financial analysts have determined that Project A has a beta of 1.2, while Project B has a beta of 0.8. The market risk premium is 8%.

Calculate the risk-adjusted discount rate for each project using the Capital Asset Pricing Model (CAPM) and then determine which project the company should choose based on the risk-adjusted Net Present Value (NPV) criteria. (10 Marks)

Question 2 There are several ways in which Mergers and Acquisitions can be categorized. Explain the different types of Mergers and Acquisitions (M&A) that companies can pursue to achieve strategic objectives and growth. Provide examples of each type and discuss the reasons behind their adoption. (10 Marks)

Question 3a

A stock option is for 100 shares of the underlying stock. Ayush, a trader buys one call option contract on stock of Alpha Ltd. with a strike price of Rs.25. He pays Rs.150 for the option. Assuming on the option’s expiration date, Alpha Ltd.’s shares are selling for Rs.35; compute the gain/loss incurred by Ayush. (5 Marks)

Question 3b

Xenon Ltd., is a multinational manufacturing company, and its management team is evaluating the financial performance of its various divisions. They want to assess each division's contribution to shareholder value using Economic Value Added (EVA). The company's cost of capital is 10%.

Division A		Division B
Total Capital Employed	Rs.20,000,000		Rs.15,000,000
Operating Profit	Rs.3,500,000		Rs.2,800,000
Tax Rate	30%		25%

Calculate the Economic Value Added (EVA) for each division and determine which division is creating more value for the shareholders. (5 Marks)

International Finance

1. How International Finance as a Subject covers most of Crucial aspects of Macro Economics and Global Financial Management as a whole? Elaborate the views (10 Marks)

2. Before Mint Parity system in last few decades, which System was prevalent & accepted by close to 50 Countries Delegates in International Finance regime for Foreign Trade & Exchange Rate? Explain the paradigm (10 Marks)

3a) Out of many Theories of International Trade & Finance, which Theory stands out as most different and Why? (5 Marks)

3b) Explain which Foreign Bank Account can be termed as Fundamentally most Important in Foreign Transactions? (5 Marks)

Strategic Cost Management

1. Shubham Limited is in the business of Fashion Designing. It has received an order to deliver 25,000 jackets custom made for ABC Ltd. The cost estimates for producing the jackets is as under:

a) Cloth 2500 reams of cloth @ Rs. 4000/- per ream

b) Threads and other decoration total Rs. 12,50,000/-

c) Labour rate Rs. 500 per hour. Total hours required is 5000 hours

d) Factory overheads Rs. 8,00,000/-

e) Selling expenses (including delivery charges) Rs. 75,000/-

Quote a price per jacket on the following basis:

1. Cost Plus 10% margin on cost

2. Variable cost + 20% margin

3. Target profit of Rs. 200 per jacket. Calculate the PV Ratio at that price.

4. Shubham Limited has a good brand following and people are willing to give up to Rs. 2500 per jacket. Shubham prices it at Rs. 2400 per jacket. What is this strategy called?

(10 Marks)

2. M/s Priya Industries is in the business of manufacturing and selling lubricants. There are 4 types of products. The information available about each:

Total

No. of units

produced

1300

2000

1500

1200

6000

Labour Hours

250

350

200

1000

No. of units in 1

packet

Machine Hours

260

450

360

180

1250

The total cost incurred is as under:

Fixed Costs

Rs.

Salaries and Wages

2500000

Supervisor Cost

75000

Factory Overheads

1000000

Packaging costs

600000

Total Costs

4175000

It is assumed that the supervisor spends time in proportion of no.of units produced. Calculate the cost of each unit of the products under:

a) Traditional Costing

b) ABC Costing

(10 Marks)

Q3.

a) With the following information, prepare the Budgeted Profit for the year for Company XYZ. (5 marks)

4 products (P, Q, R & S) are produced by XYZ Ltd. The labour costs are at Rs. 10 per hour of work. Raw Material used for all products is similar at Rs. 25 per kg.

Factory Rent is Rs. 1,00,000 and other Overheads are at Rs. 20,000/-. Prepare a Budgeted Profit and Loss Statement for XYZ Ltd.

Other information is as under:

UoM

No. of Units

produced

Nos.

Sales Price

Rs. Per Unit

700

900

950

Labour Hours

Hrs. per unit

Raw Material

Kgs. per unit

b) The following is the Profit or Loss statement of SRT & Co. (5 marks)

Sales

25000 @ Rs. 50

p.u.

1250000

Variable Cost

Raw Material

250000

Labour

345000

Variable Overheads

150000

Fixed Costs

400000

Profit

105000

Calculate:

a) Contribution per unit

b) PV Ratio

c) No. of units to be sold for earning profit of Rs. 70,000/-

Marketing of Financial Services

Q.1) Develop a Public Relations campaign for SEBI to educate retail investors about the risks involved in trading in the Futures and Options segment. (10 Marks)

Q.2) Your client Mr. Ashok Pandit has a moderate risk profile. Explain the potential benefits of investing in Mutual Funds that periodically rebalance their portfolio between equity and debt. (10 Marks)

Q.3) As a Financial Planner, you have been approached by Anuj, a 35-year-old marketing executive earning an annual income of Rs. 15 lakhs. His wife, Neha, is 32 years old and currently a homemaker. They have a 4-year-old daughter named Riya. Anuj and Neha seek your expertise in making important financial decisions. Feel free to make any necessary assumptions to develop your recommendations.

a) Anuj and Neha, seek your assistance to plan for their daughter Riya's higher education expenses. They want to ensure they are financially prepared for her future educational needs. What advice or strategies would you recommend to help them save and invest wisely for Riya's higher education? (5 Marks)

b) Anuj aims to retire by the age of 60. Design a comprehensive retirement plan for him. (5 Marks)

Corporate Finance

1) Calculate the WACC for M/s Antara Limited with the following information:

(10 marks)

Capital Structure

Share Capital

50,00,000

Retained Earnings

2,50,000

Debentures

15,00,000

Bank Loan

2,00,000

Share price of M/s Antara Limited at the beginning of the year was Rs. 50 and end of the year was Rs. 55 per share. Dividend declared was Rs. 5. Beta of the Company was pegged at 0.6. M/s Antara had floated its Debentures at 8% fixed interest for 5 years. The bank had extended a loan on floating rate basis. Interest paid during the year was Rs. 10000. Government securities are earning a return of 4% currently.

2) Calculate the Gross and the Net Operating Cycle for Vishal & Co. Ltd. using the following information. (Assume 360 days in a year). (10 marks)

Amt. in Rs.
Opening Balances
Raw Material	200,000
WIP	60,000
Finished Goods	600,000
Debtors	250,000
Creditors	550,000
Closing Balances
Raw Material	300,000
WIP	65,000
Finished Goods	725,000
Debtors	215,000
Creditors	575,000
Annual Purchase of Raw Material	3,200,000
Manufacturing Expenses	550,000
Selling & Distribution Costs	300,000
Sales	4,480,000

a) What should be the amount to be invested:

i) To receive Rs. 2,00,000 per annum in perpetuity at an interest rate of 8%.

ii) In addition to conditions of point (i) above, if a growth rate of 3% is expected every year.

To receive Rs. 4,00,000 per annum in perpetuity at an interest rate of 5%.

(5 marks)

b) Calculate the current ratio and Acid Test Ratio with the following information

(5 marks)

Debtors

500,000

Cash and Bank

200,000

Inventory

400,000

Trade Payables

150,000

Bank OD

50,000

Capital Market & Portfolio Management

1) Net income = ₹3, 00,000/- preferred dividend = ₹30,000/- during the year. In addition it also had ₹30, 00,000 total shares outstanding during the year and ₹5, 00,000/- preferred stock. Calculate ROE of the organization. (10 mark)

2) Your collogue is interested to invest in derivative market. But he doesn’t have a good knowledge about it. He wants some information about different types of derivatives. Explain him different types of derivatives. (10 mark)

a) Your friend wanted to invest in stock market. But he is confused how much amount to invest in different stocks. With the help of sharpe ratio, help your friend to prepare optimum portfolio. (5 mark)

Stock

Sharpe Ratio

1.5

2.5

Total

b) If you have Rs.10, 000/- & decides to invest 40% in mutual fund and rest in shares. Expected return from mutual fund is 8% & from shares is 12%. How will you calculate total expected return? (5 mark)

Taxation- Direct and Indirect

1) What is the idea of "Residential Status" in direct taxes on individuals, and how does it affect a taxpayer's (both resident and non-resident) tax liability in India? (10 Marks)

2) What is the GST (Goods and Services Tax) notion of "Supply" in India, and how does it establish the taxability of transactions within the GST framework? Explain the distinction between VAT and GST. (10 Marks)

3) XYZ Electronics Pvt. Ltd. is a Mumbai-based electronic gadget company. They just received an order for 1000 units of their latest smart phone model from a dealer in another state. The selling price per unit is INR 15,000, with a 12% GST rate. XYZ Electronics Pvt. Ltd. is interested in learning about the GST consequences of this interstate sale. Can you answer the following questions for them?

a) What type of supply does this transaction fall under and how will it be treated under GST? (5 Marks)

b) What is the GST liability for XYZ Electronics Pvt. Ltd. on this sale, and how will they calculate the tax amount? (5 Marks)

Strategic Management

(10 Marks)

a. What strategy should you adopt to get advertisers on board? Give examples to justify your answer.

b. Create two ideas to engage with advertisers. (5 Marks)

International Logistics & Supply Chain Management

Q1. An Indian tea estate based in Assam auctions its tea leaves to beverage companies who process the tea leaves into their brands of tea powder & instant tea premixes for sale in different consumer markets. The management of the tea estate has decided to embark on forward integration of tea processing and launching their own brand of tea powder & instant tea premixes to be sold pan India. It is confident of seeing stable, strong demand for its new brand of tea after the initial introductory phase during which the demand could be low and require promoting & pushing the product in the market. How can the tea estate go about its supply chain planning, and suggest appropriate supply chain strategy / strategies for its forward integration project. (10 marks)

Q2. An Indian chemical company is planning to expand its markets by exporting its products to the European market. What are the various factors it must consider in planning the logistics for the exports, and suggest the appropriate choice of logistics strategy (in-house / outsourcing, etc.) for the same. (10 marks)

Q3. An Indian manufacturer of home appliances sources raw material & components from suppliers in India & China.

a. Compare the various options of transportation modes to source the required raw material & components explain the choice of the appropriate transportation modes for the same. (5 marks)

b. The manufacturer plans to launch its range of smart home appliances for which it will need to import chips from reliable suppliers abroad. From which countries can the manufacturer source such chips? How can it facilitate such procurement process over the long term in a consistent & reliable manner? (5 marks)

Brand Management

Case:

Bella, a passionate plant lover, is embarking on a new venture that celebrates the beauty and tranquility of nature. Her start-up, "Bella's Botanical Haven," will offer a wide range of indoor and outdoor plants, along with expert gardening advice, workshops, and an online plant care community. Bella aims to create a haven where plant enthusiasts can thrive, connect, and cultivate their green thumb.

Bella has planned the following for her business:

Interactive Plant Care App:

Bella's Botanical Haven will feature an interactive mobile app that allows users to identify plants, receive personalized care instructions, and track their plant growth over time.

Virtual Garden Design Studio:

The platform will offer a virtual garden design tool that helps users plan and visualize their dream gardens, complete with plant recommendations and layout options.

Plant Subscription Boxes:

Bella's Botanical Haven will introduce subscription-based plant boxes, where users receive a

curated selection of plants, plant care essentials, and gardening accessories delivered to their

doorstep regularly.

Sustainable Practices:

The brand will emphasize on eco-friendly and sustainable gardening practices, promoting the

use of organic fertilizers, composting, and reducing plastic waste in plant care.

Botanical Events and Workshops:

Regular botanical events, workshops, and guided garden tours will be organized to bring together plant enthusiasts, share knowledge, and foster a sense of community.

1. You have been selected as a brand in charge of the business and you have been given a task to work on brand elements including brand name. Bella has an open mindset for changing the name if that works for the business. Explain and elaborate on various types of Brand elements that you will suggest for the business. (10 Marks)

2. Explain various ways through which you will leverage secondary brand association for the business. (10 Marks)

3. As a brand in charge of the business, explain your concepts on branding with example to Bella:

a. What are the various things that can be branded, explain with special reference to business. (5 Marks)

b. What are the major brand challenges in contemporary times? (5 Marks)

Consumer Behaviour

Q1. A study in 2021 by People Research on India’s Consumer Economy (PRICE) in partnership with the National Payments Corporation of India on Digital Payments has estimated that around 61% of Indian households will be doing digital payments by 2025 if the enabling environment for that is created. The break-up of the households across 3 broad income groups viz. Rich, Middle Class and Poor for digital payments is as under:

Class	No. of Households in Millions expected to do Digital Payments by 2025	% Share
Rich	36.0	23.6%
Middle Class	61.0	40.2%
Poor	55.0	36.2%
Total	152.0	100.0%

It is obvious that the Poor Class is going to be much bigger in Digital Payments compared to the Rich and almost similar in share compared to the Middle Class, though their average ticket size is going to be smaller. It is also clear that in order the realise the potential number of 55 million Households the poor will need the highest support and hand-holding

From a consumer buying perspective what are the things think the Government Authorities along with banks and financial institutions do to enable a faster adoption of Digital Payments across the poorer and economically backward sections of the society. (10 Marks)

Q2. Age has 2 broad categories – chronological age and Subjective Age which is different from chronological age. Subjective Age has 4 dimensions. Analyse how the 4 dimensions of Age will impact the purchase choices for consumers buying cosmetics and ready-to-wear clothes. (10 marks)

Q3. Answer the following

a) A company in USA has developed a Gluten Meter which is device that measure the gluten content in the food a consumer wants to consume. Gluten is a group of proteins found in wheat, barley, rye, and their derivatives. It's what gives dough its elasticity and helps baked goods maintain their shape. While gluten is responsible for the desirable texture of many baked products, it can aggravate diabetes and obesity. Since India has the highest number of diabetics in the world this American wants to understand the attitude of people towards Gluten and Gluten Meters. How will they be able to understand the attitude of the consumer to this.

(5 Marks)

b) How will you use hemispheric laterization to influence consumers to buy a particular brand of a lifestyle home theatre system like Bose. (5 Marks)

Customer Relationship Management

Q1. Raghav has started his business and is doing it successfully for quite some time. However, the business has been undergoing a tough competition in the last couple of years and he is planning to start CRM practices for his organization. As a consultant what would you advise him regarding the advantages, disadvantages of CRM. What will you advise him on the prospects of CRM? (10 Marks)

Q2. Your company manufactures LED bulbs for sales both in B2B and B2C markets. However, to build relationships you feel there is a strong need to partner with major customers. Your consultant friend has explained to you about the concept of reciprocation. How would you use the concept of reciprocation to build a strong relationship with your customers? (10 Marks)

Q3. As a Chief Technological Officer, you are about to implement, a CRM solution in your organisation? How will you:

a. Build a strong database of your customers? Modify and update it as necessary? What will be your sources of data? (5 marks)

b. How will you build a CRM roadmap for your technological implementation? (5 marks)

International Marketing

Q1. Your company is a manufacturer of Incense sticks, also called Agarbatti, from India and are keen on expanding your business globally. Discuss the challenges of marketing your product globally. (10 Marks)

Q2. The government of India initiative is to encourage local industry and consume as locally as possible, and to use the long-term effects of increased demand to develop domestic industry and gradually become self-sufficient. “Vocal for Local” is a term that is having resonance with countries today to promote Local consumption. In your view is it positive for nations to produce locally and avoid globalization? (10 Marks)

Q3. Read the following case study carefully and then answer the questions that follow:

Chinese e-commerce platforms ship these goods ordered by Indians by claiming them to be "gifts" as those under Rs 5,000 are not subjected to customs duty. Authorities have seized many such shipments trying to evade customs duty. Chinese retailers like Club Factory, Ali Express and Shein will be affected the most by this move. To reduce these illegal imports, the tax department is planning to charge a mix of integrated goods and services tax (IGST) and customs duty on products ordered from Chinese e-commerce companies and will impose it on buyers at the payment stage, sources said to the paper. "The government is looking to bring in payment gateways on board on the scheme and when the consumer pays the money, IGST and customs duty will be included in the price," said one source to the paper. Since the government started its crackdown on the imports from Chinese e-tailers, the numbers have gone down. According to a Bloomberg report taken from a customs document, imports of shipment worth below Rs 1,00,000 has fallen sharply by 55 percent in Mumbai. a) What in your opinion should the Government of India take measures to stop the malpractice by Chinese firms? (5marks)

b) Explain antidumping duty and how can the Government apply these duties without violating the WTO rules, of Free Trade. (5 Marks)

Market Strategy

1. Take any corporate of your choice and explain various levels of strategy for that organization. (10 Marks)

2. Assume you are planning to start your own start-up and you have decided to start the same with a clear Vision, Mission, Goals, and objectives. Create and elaborate on the same. (You can decide any business of your choice) (10 Marks)

3. a) Explain the concept of need, want, and demand for the footwear category. (5 Marks)

b) Explain the 7P’s of Marketing for any restaurant of your choice. (5 Marks)

Sales Management

Q.1 Assume you are a sales manager. You will be opening a new branch for which you intend to promote one of the existing salespersons as a branch sales manager. What criteria or qualities would you look for in selecting a person for the position of branch sales manager? (10 Marks)

Q.2 Take any product/service of your own choice & explain the Personal Selling process. (10 Marks)

Q.3 Read the case & answer the questions based on the case:

Krishna Kumar, the marketing manager of MM Marketing Company was thinking how to go about designing sales territories, assigning salespeople to the territories and setting sales quotas, particularly as the product was new. The new product, called Swishflow fan was a unique kind of a table fan with attractive air-conditioner like looks. Considering the initial production capacity of 1,00,000 numbers in the first year, Krishna Kumar decided to market the product in and around Mumbai, where the marketing and sales office was located. The target consumers were household as well as commercial organizations, who could use this product as table-fan and wall-mounted fan.

Krishna Kumar thought that the territory design should include geographical areas with high market potential for achieving the sales budget of 1,00,000 numbers in the first year and a growth of 25 % per year for subsequent four years. He calculated a sales force size of seven numbers, and decided to launch the product initially in major metros and cities in Maharashtra and Gujarat. Krishna Kumar was of the view that sales quotas should consider sales volume, selling expense, and also number of sales calls per day, in order to have a proper control on salespeople. He wondered how to design sales territories, what criteria should he consider while assigning salespersons to territories, and how to design the sales quotas considering the factors mentioned above.

Questions: a) If you were Krishna Kumar, how would you design the sales territory? (5 Marks)

b) Suggest a suitable selling strategy for the new launch (5 Marks)

Cloud Computing

Q 1. You are invited by the Government of Djibouti to advise on deployment of cloud for their e-governance services. The Government is very keen to reduce the total cost of ownership and increase scalability of its e-governance infrastructure. As such, it is evaluating the use of cloud and the right choice for the deployment model. You have been asked to provide a brief report explaining pros and cons of each cloud deployment model for e-governance systems in Djibouti. (10 Marks)

Q 2. EZLearn Technologies is a startup being incubated at IIT Powai. It offers K12 e-Tutoring via cloud. Being a startup, it is unable to afford its own data center. Rather it is evaluating commercially available technology platforms for cloud computing. Specifically, it is evaluating (a) whether to opt for IaaS or PaaS, and (b) AWS, GCP or Azure. You are invited to provide a comparison of these choices and recommend the most suitable combination for them. You may get more details by visiting the web site of these firms or you can make your own assumptions. (10 Marks)

Q 3. The Top Management of Dream Home Estates is meeting to discuss their plan for a New CRM Solution. Both the CIO, Mr. Unni and the CFO, Mr. Mishra are of the strong opinion that the company should implement a Custom On-Premise CRM solution to be developed by the company’s regular IT Partner. On the other hand, both, Mr Das, Head of Sales and Ms Dutt, CFO are keen to move to a cloud Cloud-based SaaS CRM solution. The debate is getting heated as Ms Dutt also recalled past IT system implementation failures.

a. What arguments can Mr. Unni make in favor of in-house CRM implementation? (5 Marks)

b. What arguments can Mr Das make in favor of a Cloud-based SaaS CRM solution? (5 Marks)

E-Business

Q.1) Suppose you've been hired as a digital marketing consultant for a promising startup in the online gaming industry. After conducting an initial survey, you discovered that the company relies on traditional tools and methods for its online operations. To boost their business productivity, you plan to meet with the management and present various online marketing strategies and tools commonly employed by successful e-businesses. What types of online marketing tools and strategies would you recommend for promoting the company’s operations in India? (10 marks)

Q.2) As the proprietor of a popular cloud kitchen brand, you are currently exploring various revenue models to diversify and boost your streams of income. Explain the different types of revenue models applicable to e-businesses. Additionally, identify which revenue models are most suitable for the popular cloud kitchen brand. Address the potential challenges associated with each revenue model and how they may influence the success of the cloud kitchen. Furthermore, analyze the influence of technology on these revenue models and discuss how technology can be utilized to optimize the revenue of the cloud kitchen. (10 marks)

Q.3) The rapid growth of online shopping for gifts in India has led to the increased significance of providing a seamless and user-friendly experience to customers. A critical aspect of this experience lies in the shopping cart capabilities offered by online gift apps. Provide an overview of the online gift app market in India, highlighting key trends and growth factors by explaining how the market has evolved over the years to meet customer demands and preferences.

a) Discuss the significance of shopping cart by identifying at least three different types of shopping cart capabilities that online gift apps in India can offer. For each capability, provide a comprehensive explanation and illustrate how it benefits users during the shopping process. (5 Marks)

b) Evaluate the advantages and disadvantages of each shopping cart capability discussed in Part a. Analyze how these features impact customer satisfaction, app performance, and revenue generation for gift apps by comparing the three shopping cart capabilities in terms of their effectiveness in meeting customer needs and enhancing the overall shopping experience. (5 Marks)

Emerging Technologies: IoT, augmented Reality, Virtual Reality

1. Augmented reality (AR) has emerged as a game-changer in various industries, and the tourism sector is no exception. By seamlessly blending the real world with digital enhancements, AR reshapes how travellers experience new destinations and attractions. Imagine a picturesque coastal town known for its historical landmarks and natural beauty. The local tourism board has adopted AR technology to enhance visitors' exploration. Travellers with AR-enabled devices can use dedicated apps to uncover hidden historical facts, access virtual guides, and even witness historical events overlaid onto their current surroundings. This immersive experience has garnered significant interest among tourists seeking a more interactive and informative journey. Discuss how augmented reality can transform the tourism experience by overlaying digital content onto real-world environments. How does this technology elevate the engagement level of travellers, provide informative insights, and offer a unique perspective on historical landmarks and attractions? When using AR apps, tourists may inadvertently share their real-time location data, preferences, and interactions with the platform. What privacy concerns are associated with collecting and potentially sharing this sensitive information? (10 marks)

2. India's ambitious Smart Cities Mission aims to transform urban landscapes into technologically advanced and efficient ecosystems by integrating Internet of Things (IoT) solutions. This initiative envisions creating cities that are more sustainable, connected, and responsive to citizens' needs. As part of the Smart Cities Mission, a metropolitan city in India has embarked on a comprehensive IoT-driven transformation. Various applications of IoT have been deployed to address urban challenges and enhance the quality of life for its citizens. Smart traffic management, waste management, energy efficiency, and public safety solutions are critical aspects of this IoT-driven urban transformation. Describe any three IoT applications that can be incorporated into a smart city context. (10 marks)

3. In technology-driven innovation, virtual reality (VR) has transcended beyond gaming and entertainment, finding its niche in unexpected sectors, such as the fitness industry. Virtual reality's immersive capabilities have revolutionized how people approach exercise, offering dynamic and engaging experiences that redefine traditional workouts. The fitness industry has embraced virtual reality to enhance workout routines and redefine fitness experiences. VR-equipped fitness centres and home setups allow users to engage in interactive, gamified exercises. These range from intense cardio workouts to serene yoga sessions, all within the simulated environment of their choice. VR's ability to transport users to exotic locations or fantastical landscapes while they burn calories has garnered immense popularity.

a. With VR headsets capturing user movements and sometimes even biometric data, what are the privacy concerns associated with collecting, storing, and potentially sharing this sensitive information? (5 marks)

b. Discuss the technical hurdles that fitness centres and users might encounter in adopting VR technology. (5 marks)

Fundamentals of Big Data & Business Analytics

1. There are various types of business analytics procedures that can be performed on a problem statement. Assume you’re working with a low-cost airline based in India as an analytics advisor. Define and state 3 different use cases of your choice that the airline company could use. Mention briefly about how the different types of business analytics procedures could be used in each of the use cases. (10 Marks)

2. Alset is a multi-national top end electric vehicle manufacturer and a market leader in providing autonomous driving features. No other car manufacturer in the world is anywhere near Alset in the autonomous driving space. Being at the forefront comes with its challenges.

Alset’s top management heard about its software not being able to differentiate between 2-wheelers, i.e., motorcycles and bicycles. Which caused an erroneous speed estimation of those 2-wheelers and led to some non-fatal accidents. The organization wants to avoid this. For which, it needs a lot of data to train the model. But it’s not storing any data from their cars. Some of the users agreed to share the image/video data from their cars but Alset doesn’t have a data collection or storage or processing methodology in place because all the processing thus far has been on the on-board units (OBUs). To solve this the firm consults and gives you the responsibility to design their pipeline. They don’t have any historical data on any kind of 2-wheelers.

How do you approach this problem holistically using both big data and business analytics concepts? Explain the big data component for storage and processing, and analytics component of approaching this use case and what would you do in each of the stages. Goal is to help company collect, store, process data and better predict and classify between different kinds of 2-wheelers. (10 Marks)

3. Costco, a high-volume low-cost retailer like D-Mart is planning to start operations in India. Help them and identify 10 locations, which will have high reachability, multi city presence and many more that aid Costco in building a pan India chain in 5-10 years. You are not just helping them identify the top cities but also the localities and the specific area in which they should open.

a. Which type of analysis could be used to solve this problem and maximise the outcome for Costco? Explain the data needed to solve this problem. (5 Marks)

b. For the purposes of customer relationship management, Costco is planning to collect data of customers and their purchases to provide better services. Which kind of data storage should they prefer? An on-premises data facility or a cloud data facility? Why? (5 Marks)

IT Infrastructure Management

1. Based on your experience, elucidate how IT system complexity affects the timeline for implementing new technologies. Advise what steps can be taken to avoid the delay. (10 Marks)

2. In order to combat risks, it is important to classify them to devise the best approach to overcome it. Explain the various types of risks and how do you analyze them? (10 Marks) 3. As an IT Head in a large firm, your goal is to consolidate the servers used and also the space required to house these servers. You are championing the concept of virtualization and want to address your team and answer the following questions they have on the topic. a. Establish the need for server virtualization to get your team to understand its importance. (5 Marks)

b. Are there any limitations of server virtualization? (5 Marks)

IT Project Management

1. You have just been appointed to the newly created position of VP of IT at Sparrow Industries – a 60-year manufacturing company in Chandigarh. In your first meeting, the CEO, Satinder Singh Sparrow, told you that he is unhappy with the present situation of disparate legacy IT systems in the company and wants them to be fully integrated. You recommended that the company move to a Standard ERP System. As a first step, the CEO has asked you to assess the Feasibility of this initiative. What types of feasibility studies will you perform and what would they assess? Prepare an Executive Summary of the outcomes of the Feasibility Study to serve as a basis for a detailed discussion with the CEO and the rest of the Leadership. (10 Marks)

2. You are a consultant to Allied Insurance Ltd. You are required to prepare the RFP to be issued to System Integrators for implementing a Core Insurance Platform – Applied Epic or Guidewire and integrating it to Allied’s existing Systems - D365 ERP & D365 CRM. Present the executive summary of the RFP with all requisite sections. For additional information on the specific products, you may refer the company websites. (10 Marks)

3. Mr. Chandy, CEO of Aluva Cooperative Bank has convened a meeting for all the CxOs to discuss the bank’s IT Strategy Roadmap. At this meeting Mr. Vijay Kumar, the newly appointed CIO has announced his intention to embark on an Application Modernization Program to update all the Bank’s Legacy (Non-Core) Applications. In this regard, Mr. Vijay Kumar has stated that he intends to Outsource the Development and ongoing Maintenance & Support of these Applications to a 3rd party IT Partner. Mr. Moideen, the COO of the company, is skeptical and asks if Mr. Vijay Kumar has considered all the issues involved.

When Mr. Chandy, asked him if he had specific concerns, Mr. Moideen immediately said "I see two issues that need detailed discussion… (1) How will we ensure a Smooth Transition and Implementation and (2) How will we maintain Confidentiality of Information?"

How will Mr. Vijay Kumar respond to Mr. Moideen’s queries on… a. Smooth Transition and Implementation? (5 Marks) b. Confidentiality of Information? (5 Marks)

Business: Ethics, Governance & Risk

1. Choose any ONE listed company from the BSE/NSE list of top 150 companies by turnover. Locate the Business Responsibility & Sustainability Report or ESG Report (under Statutory Report) in the Annual Report of 2022-23. Read through the following;

· Section C, Principle 6 (in BRSR)

· Chairman and/or CEO’s letter (in annual report)

· Business strategy (in annual report)

· Risk management (in annual report)

· ESG performance (in annual report/ BRSR)

· Company website (ESG / sustainability)

· Sustainability/Integrated report (if available)

Explain in your own words the company’s relationship with water as a resource including what are its water related risks, opportunities and financial implications. How does business manage/approach all its water related issues and initiatives as an overall business strategy such that it minimizes its negative impact on the environment as well as the local communities. (use quantitative data to support your answer where required). DO NOT copy paste. (10 Marks)

2. Go through the Code of Conduct and all other corporate policies published on the company’s website. (Can use the same company as in Q1 or another company from the same list) Write an executive summary in your own words about all the key points/parameters covered in the code of conduct plus ONE other policy (NOT csr policy). Conclude with your observations and insights about what both of them are meant to achieve. DO NOT copy paste. (10 Marks)

3. Today pollution is a growing health concern globally. It is seen as an essential evil on the path of economic growth and social development. Yet it needs to be addressed for all of us to have a reasonably good quality of life and access to clean air and water is a basic Human Rights. a. Do you think pollution is ethically consumer responsibility as well? Why do you think so? (5 Marks) b. Explain atleast two ethical dilemmas faced by companies while trying to reduce their pollution levels. (5 Marks)

Research Methodology

1. Compare and contrast qualitative and quantitative research methods. Apollo hospitals wants to investigate the factors contributing to patient satisfaction in their hospitals. Develop a research plant using mixed-method approach and outline the steps you would take to conduct research. (10 Marks)

2. Netflix is interested in examining the relationship between user interface design and customer satisfaction. How would you design an experimental study to investigate this relationship, and what variables would you manipulate and measure? (10 Marks)

3. The once-promising metaverse, envisioned as the future of virtual reality, has faced a remarkable and abrupt downfall. Its rise and fall present a unique opportunity to explore the intricate challenges of constructing interconnected virtual worlds. This article investigates the contributing factors to the metaverse's demise and examines the valuable lessons learned from this ambitious venture. Originally introduced as "Meta," an offspring of popular media such as "Tron" and "Second Life," the metaverse gained significant attention and investment frenzy. However, a lack of clear direction and coherent vision for the product ultimately led to its decline. As the tech industry shifted its focus to generative AI, the fate of the metaverse was sealed, landing it among the failed ideas in the tech industry's graveyard. This short-lived and inglorious ending of the metaverse serves as a harsh critique of the tech industry that once championed its creation. a. Develop qualitative questions for conducting interview to understand if Metaverse has actually failed? (5 Marks)

b. Interview 4-5 respondents for with the questions formulated and generate themes to evaluate the future of metaverse? (5 Marks)

Employee Development & Talent Management

Q1. ‘The Jaipur Collective’ is a textile manufacturing unit located in the city of Jaipur with enough infrastructure and a good workforce. The organization is specialized in block printing particularly, the supplies that are done in Rajasthan only. The organization is run by the CEO who is commonly known as well educated, experienced, a businessman with a humane approach. He considered the employees as a competitive advantage of his organization and want to keep the workforce always motivated and updated to face the challenges from their competitors. What points should be considered by the CEO for framing effective motivational strategies? (10 Marks)

Q2. Cyber Gateway is an IT firm located in Mumbai. Career planning has always been a pretty low-priority item for the firm. The HR manager believes that just getting workers to come to work and then keeping them honest is enough of a problem. Over a period of time he realized that many of their employees had been with them for years and it would be good to help them gain a better perspective on what they want to do. He also believed that career support would have an effect on improving company’s employee retention. Outline the career planning process you would propose for the designers working with the company. (10 Marks)

Q3. Infinity Ltd. is an IT based company that provides software packages to its users. It was doing well until it observed a lack of cooperation among its employees and the management, which affected its business performance. It was observed that employees at various levels were either demotivated or were frustrated. The management asked the HR department to look for a reason behind the rising number of demotivated and frustrated employees. The HR manager worked with managers from other departments and found out that a new technology was introduced by the organisation around a year back to develop software. Most of the employees in the organisation were not aware of this technology; thus, they were having a hard time using it. This reflected on their performance which eventually leads to unsatisfied appraisals, thus increasing frustration among employees and no cooperation with the management.

The HR department was asked to suggest a solution for the problem as soon as possible. The department then came up with an idea of conducting employee development program that aimed at making employees aware of the new technology so that they can perform better.

a. Considering the situation given in the case, explain the benefits of conducting employee development programs in the company. (5 Marks)

b. Is it essential to evaluate the employee development programme? Justify (5 Marks)

International HR Practices

Q1. STPL Steel India Limited, planning to set up its manufacturing plant in Vietnam. You have been appointed as a Global HR Head of the company on undertaking International Human Resource Planning. Explain important issues and challenges of Human Resources Planning at global level, Which you will be addressing in a meeting with management. (10 Marks)

Q2. XYZ Limited an Indian-based IT company opens a subsidiary in Germany. Many employees applied for Internal Job postings and out of 20 applicants, 3 got the opportunity to work in a German subsidiary. After 4 months, one of the employees wishes to come back to their home country and he reaches out to you (the HR team). He says it’s difficult for him to sustain in Germany with the current compensation as the cost-of-living rising day-by-day and too high to stay in Europe. You did review the situation. What are the causes you could identify and how will you address them? What factors could have been considered before moving employees to a foreign subsidiary? Which approach or structure of international compensation, does the Company could have been offered to the ex-pats? (10 Marks)

Q3. Ace Engineering is Mumbai, India-based heavy engineering company specializing in transformer manufacturing and setup projects. It’s now planning to set up a project management office in Warsaw, Poland. For this, there will be a team of 15 project experts moving from India and 2 from France to Poland for 6 months and will return to their home countries after 6 months, including a senior manager coming from France.

a. How will you (in the Global HR role) plan and prepare for the repatriation process for these returnees? (5 Marks)

b. What could be the challenges faced by repatriates while returning to their homeland? (5 Marks)

Strategic HRM

Q.1 Motocrop is a mid-sized manufacturing firm that specializes in producing automotive parts. Over the years, the company has seen a steady growth in its operations and market presence. However, the industry is rapidly evolving, with technological advancements such as automation, robotics, and AI becoming integral to manufacturing processes. Motocrop recognizes the need to adapt and invest in these technologies to remain competitive and efficient. As the Head of Human Resources, you have been tasked with developing a strategic human resource plan to guide the company through this technological transformation. (10 Marks)

Q.2 You are the HR Manager of a rapidly growing technology start-up. The company has been experiencing a high rate of employee turnover, particularly among top-performing employees who are leaving for better opportunities elsewhere. This turnover is not only affecting the company's productivity but also hindering its ability to innovate and stay competitive in the industry. As the HR Manager, you are tasked with developing some retention strategies. (10 Marks)

Q.3 InnovateTech is a mid-sized technology-consulting firm known for its innovative solutions and expertise in emerging technologies. However, the company has been facing challenges related to employee engagement and retention. Despite offering competitive compensation, some top-performing employees have been leaving the company for opportunities elsewhere. InnovateTech's leadership recognizes the need to implement a Career Planning for the employees and needs to work on the same.

a. Discuss the initiatives taken by the organisation for Career Development & Planning for employees. (5 marks)

b. Explain the significance of a well-designed process of succession planning increasing employee satisfaction and retention rates at InnovateTech? (5 marks)

Insurance & Risk Management

1. Whenever any Human being as insured opts for any kind of Insurance Cover from Insurer as Insurance Company, what could be the most important features/ principles for Insurance Contract? (10 Marks)

2. Apart from the Life Insurance, what could be other Facets of Insurance seen in General Society? Elaborate the common benchmarks. (10 Marks)

3. a.) How the Risk Management process can be more advantageous for Human as well as for Organization? Explain from Risk Management paradigm point of view (5 Marks)

3. b) How an Insurance Function can be elaborated as Production cum Marketing Agency? Elaborate the views. (5 Marks)

International Banking & Foreign Exchange Management

Q1. Mr. Patel, a resident of India, frequently travels abroad for business purposes and earns foreign income. He wants to know more about Resident Foreign Currency (RFC) and Exchange Earners' Foreign Currency (EEFC) accounts to manage his foreign earnings efficiently. Distinguish between Resident Foreign Currency Account and Exchange Earners Foreign Currency account. Mr. Patel is an exporter and earns foreign income in USD. He is interested in opening an Exchange Earners' Foreign Currency (EEFC) account. Describe the purpose and benefits of an EEFC account for Mr. Patel, and how he can utilize it effectively. (10 Marks)

Q2. Explain the role and functions of international financial institutions such as the Asian Development Bank (ADB), BRICS New Development Bank (NDB), World Bank, and International Monetary Fund (IMF) in the global economy. Provide examples of their initiatives and projects to promote economic development and financial stability in different regions. (10 Marks)

Q3. ABC Corp, a multinational company, operates in both the United States and Europe. The company frequently engages in currency exchange transactions to manage its international operations efficiently. Recently, the company had to exchange a significant amount of euros (EUR) to US dollars (USD) and vice versa.

a) ABC Corp has received a payment of 500,000 euros (EUR) from a European client. Calculate the equivalent amount in US dollars (USD) using the direct quote method, given the exchange rate is 1 EUR = 1.20 USD. (5 Marks)

b) On the same day, ABC Corp needs to pay its European suppliers 250,000 euros (EUR). Calculate the equivalent amount in US dollars (USD) using the indirect quote method, given the exchange rate is 1 USD = 0.85 EUR. (5 Marks)

Treasury Management in Banking

1. In view of poor Balance of Payment management by Govt/RBI, higher interest rates and inflation, INR is expected to depreciate further. Suggest ways/ Internal/external Techniques to manage Currency Risk by Corporates for their ECB’s and Import payments (10 Marks)

2. Explain the role played by SWIFT, Nostro, Vostro, Special Vostro Account for settlement of International Trade & Treasury products. Explain the term Globalization of INR used by Govt / RBI. (10 Marks)

3.“To control double digit inflation, US & other major Central Banks have increased interest rates, which resulted in the failure/consolidation of SVC Bank, First Republic Bank & Credit Suisse?

a. Discuss the impact of increase in interest rates on Treasury Investment Portfolios of Banks. (5 Marks)

b. How the increase in interest rates will control inflation, when there is a huge liquidity in the system? (5 Marks)

Lean Six Sigma

1. Assume that you are working in a business process outsourcing (BPO) company. Identify a process in your organization that needs some improvement and create a broad outline for using the DMAIC methodology for process improvement. Also, assuming that you are the project leader of a Six Sigma project. Create a list of a few rules that you would lay down for your team to abide by to avoid any situations of conflict. (10 Marks)

2. Imagine yourself to be a Six Sigma project leader in a big multi-specialty hospital. Prepare a schedule for all activities starting with patient admission till the patient occupies the bed. Also, draw a process map for the process of a patient admission to the hospital at the point of registration till occupying the bed. (10 Marks)

3. Suppose you work in an organization that provides computer software and web-based business tools to other organizations.

a) Identify a particular process (any 1) in your organization and break it down into smaller activities to identify Non-Value Added (NVA), Business Value Added (BVA), and Value Added (VA) activities. (5 Marks) b) Assuming you are the project leader of a Six Sigma project undertaken based on the identified process in part a, list down the responsibilities covered under different six sigma belts such as Master Black Belt (MBB), Black Belt (BB), Green Belt (GB), Yellow Belt (YB) and White Belt (WB). (5 Marks)

New Product Development and Managing Innovation

1. Vinesh works as a product manager for a large multi-national automobile company (eg. Volkswagen, Ford etc.). The company would like to create a new car targeted at youngsters in the age group of 25-35 years. Vinesh is responsible for the end to end product development process. Describe the approach across the different steps in generic product design and development process that he should follow. (10 Marks)

2. Vinesh (from the previous example) has done good job assembling a team. He now has to generate product ideas. What are different idea generation strategies that he can use and what are the characteristics of each. (10 Marks)

3a. Consider that you work for an Android app development company, NeuApps. The company needs your help in analyzing the different types product features for a new fitness tracking app they are developing, using the Kano model? Give a brief description of Kano model and explain the different types of features described by it in the context of a smartphone. (5 marks)

3b. You are a product manager at a new age start up. A friend of yours is setting up a company and would like understand the nuances of Intellectual Property Rights? Explain the different types of IPR and the need for considering IPR during a new product development. Provide an example for each type of IPR. (5 Marks)

World Class Operations

Q1. As a consultant dealing with TQM practices, you are concerned with the objectives or the principles for implementing TQM. In this regard, explain the principles for which TQM is implemented. (10 Marks)

Q2. In order to develop and maintain quality in processes, products and services, there are factors that need to be considered. Please explain the factors with suitable examples. (10 Marks)

Q3. a) Quality Awards act as motivation for the companies to carry on with the world class standards in manufacturing. There are some awards, which are international, and some are domestic. Refer to one international and one domestic award and explain how are they different. (5 Marks)

b) With reference to Quality Awards how Baldrige Criteria for Performance Excellence assesses for the award? (5 Marks)

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Tuesday 10 October 2023

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