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QUANTITATIVE METHODS
N. B.: 1) Answer any Sixteen
1. What is a linear programming problem? Discuss the scope and role of linear
programming in solving management problems. Discuss and describe the role
of linear programming in managerial decision-making bringing out
limitations, if any.
2. Explain the concept and computational steps of the simplex method for solving
linear programming problems. How would you identify whether an optimal
solution to a problem obtained using simplex algorithm is unique or not?
a) What is the difference between a feasible solution, a basic feasible
solution, and an optimal solution of a linear programming problem?
b) What is the difference between simplex solution procedure for a
`maximization’ and a `minimization’ problem?
c) Using the concept of net contribution, provide an intuitive explanation
of why the criterion for optimality for maximization problem is different
from that of minimization problems.
Outline the steps involved in the simplex algorithm for solving a linear
programming maximization problem. Also define the technical terms used
therein.
3. ``Linear programming is one of the most frequently and successfully employed
Operations Research techniques to managerial and business decisions.’’
Elucidate this statement with some examples.
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4. Describe the transporation problem and give its mathematical model. Explain,
by taking an illustration, the North-West Corner Rule, the Least Cost Method
and the Vogel’s Approximation Method to obtain the initial feasible solution to
a transportation problem.
Discuss the various methods of finding initial feasible solution of a
transportation problem and state the advantages, disadvantages, and areas of
application for them.
5. What is an assignment problem? It is true to say that it is a special case of the
transportation problem? Explain. How can you formulate an assignment
problem as a standard linear programming problem? Illustrate. What do you
understand by an assignment problem? Give a brief outline for solving it.
6. What are different types of inventories? Explain. What functions does
inventory perform? State the two basic inventory decisions management must
make as they attempt to accomplish the functions of inventory just described
by you.
7. What is queuing theory? What type of questions are sought to be answered in
analyzing a queuing system? Give a general structure of the queuing system
and explain. Illustrate some queuing situations. What is queuing theory? In
what types of problem situations can it be applied successfully? Discuss giving
examples.
8. What is a replacement problem? Describe some important replacement
situations and policies. Briefly explain the costs which are relevant to
decisions for replacement of depreciable assets. Illustrate their behaviour and
explain how the optimal time for replacement of an asset can be determined.
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9. What kinds of decision-making situations may be analysed using PERT and
CPM techniques? State the major similarities between PERT and CPM. Under
what circumstances is CPM a better technique of project management than
PERT? A construction company has received a contract to build an office
complex. It has frequently engaged itself in constructing such buildings.
Which of the two network techniques, PERT and CPM, should in your opinion,
be employed by the company? Why?
10. Describe the steps involved in the process of decision making. What are payoff
and regret functions? How can entries in a regret table be derived from a
pay-off table?
11. What do you understand by Markov processes? In what areas of management
can they be applied successfully? What do you understand by transition
probabilities? Is the assumption of stationary transition probabilities realistic,
in your opinion? Why or why not?
12. Explain how the probability tree helps to understand the problem of Markov
processes. Explain the method of calculation of ending up in each absorbing
state when a chain beings in a particular transient state. What is
fundamental matrix of Markov chains? What does it calculate?
13. What is simulation? Describe the simulation process. State the major two
reasons for using simulation to solve a problem. What are the advantages and
limitations of simulation? ``When it becomes difficult to use an optimization
technique for solving a problem, one has to resort to simulation’’. Discuss.
``Simulation is typically the process of carrying out sampling experiments on
the models of the system rather than the system itself.’’ Elucidate this
statement by taking some examples.
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14. A company has three offers for its existing equipment in one of the divisions.
The first buyer is willing to pay Rs. 50,000 at the end of 8 years’ period. The
second buyer offers Rs. 39,000—consisting of an immediate payment of Rs.
14,000 and Rs. 25,000 after 6 years. The third buyer agrees to buy the
equipment for Rs. 29,000 payable right away. Which is the best offer for the
company if it can earn an interest @ 8% per annum on the money received?
15. What is the difference between qualitative and quantitative techniques of
forecasting. When is a qualitative model appropriate? Briefly discuss the
Delphi method of making forecasts.
16. a) How do you distinguish between resource leveling and resource
allocation problems? State and explain an algorithm for resource
allocation.
b) Explain the following as they are used in PERT/CPM
(i) Beta distribution, and (ii) Budget over-run.
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17. The following table gives data on normal time and cost, and crash time and
cost for a project.
`Duration (Weeks) Total Cost (Rs)
Activity
Normal Crash Normal Crash
1 – 2 3 2 300 450
2 – 3 3 3 75 75
2 – 4 5 3 200 300
2 – 5 4 4 120 120
3 – 4 4 1 100 190
4 – 6 3 2 90 130
5 – 6 3 1 60 110
i) Draw the network and find out the critical path and the normal project
duration.
ii) Find out the total float associated with each activity.
iii) If the indirect costs are Rs. 100 per week, find out the optimum duration by
crashing and the corresponding project costs.
iv) With the crash duration indicated, what would be the minimum crash
duration possible, ignoring indirect costs?
18. What is a `game’ in game theory? What are the properties of a game? Explain
the ``best strategy’’ on the basis of minimax criterion of optimality. Describe
the maximin and minimax principles of game theory.
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19. Explain the steps involved in solution to dynamic programming problems.
Explain the following in the context of dynamic programming:
(a) Stages
(b) States
(c) Pay-off function
(d) Recursive relationship
20. A political campaign for election to the parliament is entering its final stage
and pre-poll surveys are medicating a very close contest in a certain
constituency. One of the candidates in the constituency has sufficient funds to
give five full-page advertisements in four different areas. Based on the polling
information, an estimate has been made of the approximate number (in
thousands) of additional votes that can be polled in different areas. This is
shown below.
No. of Area
Commercial Ads A B C D
0
0
0
0
0
1 9 13 11 7
2 15 17 1 15
3 1 21 23 25
4 25 23 21 29
5 31 25 27 33
Using dynamic programming, determine how the five commercial ads be
distributed between the four areas so as to maximize the estimated number of
votes.

RESEARCH METHODOLOGY
Attempt any 5 cases ,equal marks for all cases.
CASE-1 (16 Marks)
A professor is interested in following whether the "good" students finish the test earlier or later than
the others in the class. He observes a particular test and gets the following data given below
If 'good' students are those who get 90 and above, can the professor conclude that good students finish
the test randomly (use a 5% level of significance) ?Explain
Order of
finishing test Marks Scored
1 - 10 94 70 85 89 92 98 63 88 74 85
11 - 20 69 90 57 86 79 72 80 93 66 74
21 - 30 50 55 47 59 68 63 89 51 90 88
CASE-2 (16 Marks)
The weight (gms) of 31 books picked from a consignment are as follows:
106, 107, 76, 82, 106, 107, 175, 93, 187, 95, 123, 125, 111, 92, 86, 70, 127, 68, 130, 129, 139,
119,115, 128, 100, 186, 84,99, 113, 204, 111
Test whether this sample may be treated as random? Briefly explain?
Case-3 (16 Marks)
A local supermarket has experienced a decline in unit sales and little change in rupee value sales.
Profits have almost vanished. The chief executive in searching for ways to revitalize the operation, was
advised to increase the number of hours the market is open for business. He comes to you for advice in
structuring a research problem that will provide relevant information for decision making, Define the
research problem taking care to:
(a) state the relevant question.
(b) enumerate the alternative answers.
(c) clearly define the units of analysis and characteristics of interest.
CASE-4 (16 Marks)
According to the National Retail Federation and Center for Retailing Education at the University of
Florida, the four main sources of inventory shrinkage are employee theft, shoplifting, administrative
error, and vendor fraud. The estimated annual dollar amount in shrinkage ($millions) associated with
each of these data sources are as follows
Employee theft $ 17918.6
Shop lifting $ 15191.9
Administrative error $ 7617.6
Vendor fraud $ 2553.6
Total $43281.7
Construct a pie chart to depict these data ?
CASE-5 (16 Marks)
The market for jewellery in India is second only to that for foods and the trade is built around so-called
family jewelers. Tanishq belongs to the House of Tata and, true to the group's policy it aims at bringing
in credibility and professionalism to the jewellery industry.
India's jewellery market is estimated to be worth Rs. 400 billion a year and the share of the organised
sector -jewellery stores and brands managed by corporate houses - stands at about Rs. 10 billion. This
small but significant niche is largely the creation of Tanishq, a path-breaking effort that has earned a
well-deserved reputation for reliability and excellence, and for introducing pioneering concepts in an
industry where tradition once ruled. The brand has a 40% share of the organised jewellery market and
a 1% bite of the overall jewellery pie. There are more than 300,000 independent, non-branded
jewellery retailers in India.
Tanishq was a trailblazing endeavour to create a national retail chain that would provide consumers
with jewellery of reliable worth and high design value. Its entry changed, in more ways than one, the
way the Indian jewellery market operates. With 66 exclusive outlets spread across some 50 cities and a
fully integrated jewellery manufacturing facility at Hosur, in Tamil Nadu, Tanishq has emerged as one
of India's biggest retailers.
The introduction of 'Karatmeters' - instruments that can be easily used by consumers to measure the
purity of gold in a non-destructive manner - at its outlets is a key innovation that has developed
tremendous equity for the brand. Another Tanishq novelty, one on which the brand's growth strategy is
premised, is in the matter of differentiated designs, be they contemporary or traditional, Indian or
international.
Modern retail values and principles in the selling of branded jewellery in Indiaare almost completely
the handiwork of Tanishq. The brand has broken fresh ground in retailing by creating exclusive outlets
with hitherto unknown in-store ambience and hospitality touchstones. It has launched new collections
at a quicker rate than its competitors, and conducted marketing promotions and fashion shows to
enhance the shopping experience of consumers.
Although the purchase of branded jewellery is still a new experience for a whole lot of Indians, the
Tanishq brand enjoys increasing levels of consumer loyalty. In 2002, about one million people
shopped at Tanishq stores all over the country. A highlight of the brand's success is that, while the
jewellery market growth has declined during the past two years, Tanishq has recorded an annual
growth of approximately 40%.
Besides catering to Indian consumers, Tanishq has successfully entered key export markets such as the
US, the UK, theMiddle East, Singapore and Australia. This is testimony to the brand's ability to craft
products that meet the requirements of varied cultures and sensibilities. The brand Tanishq, like the
Tata name, has established itself as an ethical brand, earning the respect and affection of its consumers.
The Tanishq portfolio comprises a wide range of jewellery, including 18-carat studded products, 22-
carat plain-gold products, silverware and coins. Tanishq is the first brand in the jewellery category to
introduce collections designed exclusively for the modern Indian woman, especially working women.
Among the Tanishq collections that have caught the imagination of consumers are Aria and Diva.
Collection G, with a selection of over 90 designs, addressed the everyday jewellery needs of working
women. Positioned as ‘9-to-5 jewellery’, the collection is stylish and modern and is designed to suit all
forms of attire, western and Indian, casual and formal. The introduction of lightweight gold –jewellery
that looked heavy but was light in weight and on the purse –marked another milestone in Tanishq’s
brand history.
Tanishq’s retail boutiques are temples for the brand and are used as a platform for celebration, be it the
launch of a new collection, a new marketing promotion or a festival. This gives Tanishq outlets a
unique appeal and consumers an opportunity to heighten their shopping experience. One of Tanishq’s
more innovative ideas is to offer special schemes during various festivals. Tanishq has also initiated a
loyalty program called the Golden Harvest Savings Scheme, which offers buyers the benefit of getting
more jewellery than what they have paid for. The scheme allows consumers to planfuture purchases in
advance and pay for them in easy installments.
In sync with the Tata brand values, Tanishq is synonymous with trust and purity in a category that is
fraught with questionable practices. Being a member of the Tata family has meant that it can leverage
the group’s well-earned reputation for ethics and values in a business where such attributes are critical
to win the trust of consumers. Tanishq consumers can afford to take issues such as purity for granted,
and they know they can depend upon the brand to deliver quality products all the time. The brand’s
winning virtues in design and overall quality have shaped a class of discerning buyers who seek the
best in jewellery products.
Leadership and innovation are two of the other brand features that Tanishq is consistently identified
with. These values have helped the brand bond with its consumers like no other Indian jewellery
retailer.
Tanishq has deliberately moved away from mass-media advertising and focused on store promotions to
make the brand more accessible to consumers. This has been done to correct the consumer perception
that the brand is highly priced and only meant for the rich and the famous. This approach has also
ensured that Tanishq’s promotional approach is product-led.
Read the caselet carefully and answer the following questions:
1. Discuss the various bases or criteria for segmenting consumer markets. Explain Tanishq’s
segmentation and positioning strategy.
2. What are Tanishq’s key brand values or brand strengths? Explain.
3. What are the strength and weakness of Tanisq
CASE-6 (16 Marks)
A recent survey on washing machines conducted among housewives showed that most of them
belonged to middle income households, were generally employed had growing up children and
preferred a compact, easy-to-use, top-loading washing machine. They wanted a machine that gets
clothes clean and comes with a trouble-free service. If you were the marketer of Whirlpool's washing
machine, how will you use this information for planning your marketing strategy?
CASE-7 (16 Marks)
A company wishes to launch a new tooth paste which can effectively prevent cavities and tooth decay
as well make teeth whiter. But the tooth paste markets is highly crowed with multiple brands. Design a
questionnaire to identify product attributes important to consumers and consumer purchase behaviour.
Also decide the target group on whom the questionnaire can be executed.

PRINCIPLES & PRACTICE OF MANAGEMENT

Total Marks : 80

PART A-(10X5=50 marks)

MINIMUM 100 WORDS EACH

1. Define Administration.

2. Explain unity of direction.

3. What is Mission?

4. Brief on Operational Planning.

5. What is decentralization?

6. Define Staffing.

7. What is Power Motive?

8. Give the meaning of social need.

9. Write any two HR related controlling technique.

10. What are the various types of functional budgets?

PART B-

(10 MARKS EACH )

11 (a) Discuss the various functions of Management.

(Or)

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(b) Mention the scientific principles of management and also specify the features of scientific

management.

12 (a) What are the steps in planning? And explain.

(Or)

(b) Discuss various forecasting techniques normally adopted.

13 (a) Name the factors deterring departmentation. Also mention the bases of departmentation and

give examples.

(Or)

(b) Explain the various techniques used in selection process.

ORGANIZATIONAL BEHAVIOR
COURSE : Total Marks : 80
N.B. : 1) Q. No. 1 is compulsory.
2) Answer any 3 Questions from the remaining questions.
Q1) Select the most appropriate answer of the following: (20, each 2 marks)
1) The groups to which an individual aspires to belong, i.e. the one with which he or she
identifies is called
a) coalitions
b) committees
c) reference groups
d) task groups
2) One small drawback of the five-stage model is that it
a) ignores the organizational context
b) ignores the situational factors
c) ignores the individual attributes
d) ignores the formal structure
3) Individual employees can be converted into team players through
a) appropriate feedback
b) training
c) monitoring
d) demonstration
4) One who tries to bring discipline and order through formal structures, plans and
processes and tries to monitor performance against plans is a
a) leader
b) manager
c) co-ordinator
d) team-player
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5) If the followers are able and unwilling, then the leader will have to use the
a) authoritarian style
b) participative style
c) situational style
d) strategic style
6) According to situational leadership approach, the style that denotes a high-task and a
low-relationship style is
a) selling style
b) delegating style
c) participating style
d) telling style
7) Decision-making heavily depends on the individual
a) understanding
b) creativity
c) perception
d) ability
8) In formal groups and organizations, an individual has maximum access to
a) referent power
b) reward power
c) legitimate power
d) coercive power
9) In an attempt to preserve their perceptions, people tend to
a) resist change violently
b) ignore the change process
c) create bottlenecks for change agents
d) process information selectively
10) The process, which is aimed at seeking change in attitudes, stereotypes and perceptions,
that groups hold of each other is called
a) Organizational development
b) Inter-group development
c) T-groups
d) Team-building
Q2) What is the difference between a group & a team? What are the different types of work
teams? (20 Marks)
Q3) How would you define conflict? Distinguish between functional & dysfunctional
conflicts by giving suitable examples? (20 Marks)
Q4) What is the difference between a manager and a leader? Do leaders need different
skills to be effective? (20 Marks)
Q5) Explain the different types of employee involvement and employee recognition
programs with the help of suitable examples. (20 Marks)
Q6) Define organizational behaviour ,and organizational structure (20 Marks)

MANAGERIAL ECONOMICS

(Any 8)

Q1) Distinguish between Economic Profit versus Accounting Profit?

Q2) Explain the term ‘Market’?

Q3) Regression analysis is often referred to as least squares regressions. Why is this

name appropriate?

Q4) Explain the factors which affecting price elasticity of demand?

Q5) When a manager is using a technically efficient input combination, the firm is also

producing in an economically efficient manner. Evaluate this statement.

Q6) Economists frequently say that the firm plans in the long run and operates in the

short run. Explain.

Q7) Explain why input barriers to entry have probably declined in importance with the

recent expansion of International markets?

Q8) Explain why the manager of profit maximizing monopoly always produces and sells

on the elastic portion of the demand curve. If costs are o what output will the manager

produce? Explain.

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Q9) Evaluate the statement “In simultaneous decisions games all players know the

payoffs from making various decisions, but the players still do not have all the

information they would like to have in order to decide which action to take”.

Q10) Price discrimination sound like socially bad thing. Can you think of any reasons

why Price distribution could be viewed as a socially good thing?

HUMAN RESOURCE MANAGEMENT

Total Marks—80

Q.1. Elaborate on the system of HR Planning. Outline the steps to be undertaken by

organizations to effectively engage in HR Planning.

Q.2. Discuss the various ways in which the commitment of errors in performance

appraisal can be minimized.

Q.3. The nature and scope of the Human Resource Management Systems keeps on

evolving with the changes in the external and internal environments of

organizations. Elaborate on the same. { marks : 20 }

Q.4. what are some of the traditional and current sources of recruitment used by

organizations? What are their pros and cons?

Q.5. How does HRM enable organizations to adapt to the dynamic changes in the

environment? Illustrate with examples.

Q.6. As an HR executive, how would you go about devising HRIS for a mid – sized

organization?

Q 7 . Discuss the various principles and purposes of promotion and types and purpose of

transfers.

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HOSPITAL MANAGEMENT
Total Marks: 80
CASE STUDY NO 1
Physicians have historically been solo or small group practitioners, competing only with other
such Practitioners in their particular product and geographic market. As the market for
physician services has evolved and antitrust enforcement has addressed anti-competitive
conduct, competition has emerged along multiple dimensions. IPAS and PHOs compete for
physician – members and to contract with payors. The forms and modes of competition in
the market for physician services will inevitably vary overtime as conditions and preferences
change. Competition helps deliver an optimum mix of physician services at the lower cost
and highest quality.
Q1) Describe the term ‘IPA’s?
Q2) Explain the IPS efficiencies?
Q3) Define the term ‘PHO’s?
Q4) Competition and the market for physicians services. Comment.
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Page 1 Out of 1
CASE STUDY NO 2
The definition of a relevant geographic market has proven to be one of the most daunting
components of a hospital merger case. Nonetheless some guiding principles are clear. The
hypothetical monopolist test of the Merger Guidelines should be used to define geographic
markets in hospital merger cases. The types of evidence used in all merger cases such as
strategic planning documents of the merging parties and customer testimony and documents
should also be used to delineale relevant geographic markets in hospital merger cases.
The agencies believe that courts have given insufficient weight to payor testimony and
documents in particular. The agencies encourage further research to determine the
circumstances in which patients will travel to distant hospitals in response to price increases.
Q1) Define the term ‘Geographic Market’?
Q2) Define the term Merger and explain the guidelines of the Merger?
Q3) Describe the term ‘Payor Testimony’?
Q4) Patients willingness to travel – How far and why? Comment.
CASE STUDY NO 3
As per the Medical Council of India notification dated 11th March 2002 makes the following
regulations relating to the professional conduct, etiquette and ethics, these regulations may be
called the Indian Medical Council Regulations 2002, shall come into force on the date of their
publication in the official Gazette. Notification contains the duties and responsibilities of the
physician in general, duties of physicians to their patients, duties of physician in consultation,
and Responsibilities of physicians to each other, and unethical acts. Each applicant at the
time of making an application for registration under the above provisions of the Act, shall be
provided a copy of declaration and shall submit a duly signed declaration as provided. The
applicant shall also certify that he/she had read and agreed to abide by the same.
Q1) Duties & Responsibilities of the physician in general explain in detail?
Q2) Explain the duties of Physicians to their patients?
Q3) Explain the duties of Physician in Consultation?
Q4) Describe the responsibilities of physicians to each other?
CASE STUDY NO 4
Page 1 Out of 1
The preservation of the public health is among the most important goals of government. The
enactment an enforcement of law, moreover, is a primary means with which government
creates the conditions for people to lead healthier and safer lives. Law creates a mission for
public health authorities, agencies their functions, and specifies the manner in which they
may exercise their authority (Costin, Buris and Lazzanni 199). The law is a tool in public
health work which is used to influence norms for healthy behaviour, identity and respond to
health threats, and set & enforce health and safety standards. The most important social
debates about public health take place in legal for a – legislatures, courts and administrative
agencies and in the law’s language of rights, duties and justice. It is not exaggeration to say
that “the field of public health …. Could not long exist in the manner in which we know it
today except for this sound legal basis (Corad 1990.4).
Q1) Define the term Public health, explain in detail?
Q2) Describe the public health law in detail?
Q3) Describe public health ethics?
Q4) Which are the five characteristics to help distinguish public health law from the vast
literature on law and medicine?

ENTREPRENEURSHIP MANAGEMENT

Total Marks : 80

Attempt any five questions. (16 Marks each)

Q1) Who is an Entrepreneur? What is the influence of environment on growth of entrepreneurship?

Q2) Discuss the role, functions and objectives of State Financial Corporation in promoting SSI

Units?

Q3) What factors present in our society could account for the differences between male and female

entrepreneurs today? How do you think men and women entrepreneurs will differ in next ten

days?

Q4) How do you scout for new ideas? How do you shortlist the most promising ones? Discuss?

Q5) What is the importance of determining financial viability of a project?

Q6) What are the steps in identifying the critical path in a Network ?

Q7) What is the contribution by Sigmund Freud in the field of personality theory?

Q8) Why do people resist change? How do you overcome it?

Q9) Explain the process of framing ‘Basic Business Idea’ and how innovation will be helpful in

formulating business proposals?

Q10) Discuss the pros and cons of innovation?

Q11) Discuss the need for entrepreneurship based education in India and suggest measures for the

sustenance of entrepreneurship attitude?

Q12) Describe the entrepreneurship external environment forces?

AN ISO 9001 : 2000 CERTIFIED INTERNATIONAL B-SCHOOL

FASHION MANAGEMENT

Total Marks : 80

Instructions

1) All Questions are compulsory.

2) Figures to the right indicate full marks.

Q.1) Explain the feature and Nature of the apparel Manufacturer? (12 Marks)

Q.2) What does a Designer does in the Process of the Business Design? (12 Marks)

Q.3) List out the Sources of Inspiration to the Designer? (12 Marks)

Q.4) Explain the Process of Designing a Successful Garment? (12 Marks)

Q.5) Discuss in the brief the Different kinds if trims and their uses? (12 Marks)

Q.6) Write Short Notes (Any Four) (20 Marks)

(a) Fabricating Line

(b) Specialty Design – Children Wear

(c) Specialty Design – Men’s Wear

(d) Apparels – Tops and Coats

(e) Apparels – Skirts and Dresses

(f) Apparels – Sports Wear and Pants

AN ISO 9001 : 2008 CERTIFIED INTERNATIONAL B-SCHOOL

HUMAN RESOURCE MANAGEMENT
Total Marks—80
1. Figures to the right indicate the marks assigned to each Case Study.
2. All questions carry equal marks
3. Read the case studies carefully and then attempt the questions.
Case –1 ( 20 Marks)
The reality of software development is a huge company like Microsoft-it employs more than
48,000 people- is that a substantial portion of your work involves days of boredom punctuated by
hours of tedium. You basically spend your time in an isolated office writing code and sitting in
meetings during which you participate in looking for and evaluating hundreds of current employees
and potential employees. Microsoft has no problem in finding and retaining software programmers.
Their programmers work for very long hours and obsess on the goal of shipping product.
From the day new employees begin at Microsoft, they know they are special. New hires all
have one thing in common-they are smart. The company prides itself on putting all recruits through a
grueling “interviewing loop”, during which they confront a barrage (an overwhelming number of
questions or complaints) of brain-teasers by future colleagues to see how well they think. Only the
best and the brightest survive to become employees. The company does this because Microsofties
truly believe that their company is special. For example, it has high tolerance for non-conformity,
would you believe that one software tester comes to work everyday dressed in extravagant Victorian
outfits? . But the underlying theme that unites Microsofties is the belief that the firm has a manifest
destiny to change the world.
The least important decision as programmer can have a large importance which it can affect a
new release that might be used by 50 million people. Microsoft employees are famous for putting in
long hours. One program Manager said “In my First Five Years, I was the Microsoft stereotype.
I lived on caffeine and vending-machine hamburgers and free beer and 20-hour work-days……I
had no life…..I considered everything outside the building as a necessary evil”. More recently things
have changed. There are still a number of people who put in 80-hour weeks, but 60 and 70 hour
AN ISO 9001 : 2008 CERTIFIED INTERNATIONAL B-SCHOOL
weeks are more typical and some even are doing their jobs in only 40 hours.
No discussion of the employee life at Microsoft would be complete without mentioning the
company’s lucrative stock option program. Microsoft created more millionaire employees, faster,
than any company in American history-more than 10,000 by the late – 1990’s while the company is
certainly more than a place to get rich, executive still realize that money matters. One former
Manager claims that the human resources’ department actually kept a running chart of employee
satisfaction versus the company’s stock price. “When the stock was up, human resources could turn
off the ventilation and everybody would say they were happy. When the stock was down, we could
give people Massages and they would tell us that the Massages were too hard.” In the go-go 1990’s,
when the Microsoft stock was doubling every few months and yearly stock splits were predictable,
employees not only got to participate in the Microsoft’s manifest destiny, they would get rich in the
process. By the spring of 2002, with the world in a recession, stock prices down, and the growth for
Microsoft products slowing, it wasn’t so clear what was driving its employees to continue the
company’s dominance of the software industry.
Questions
1. If you were the programmer, would you want to work at Microsoft? Why or Why not?
2. How many activities in this case can you tie into specific motivation theories? List the
activities; list the motivation theories, and how they apply.
3. As Microsoft continues to get larger and its growth rate flattens do you think Management
will have to modify any of its motivation practices? Elaborate.
4. Can money act as a motivator? Explain.
Case-2 (20Marks)
Merlyn Monroe is not a complainer. If she has a major ache, she usually suffers in silence.
Although her employer, Atlantic Mutual Insurance, has an employee assistance program- to provide
emotional and psychological support in the work plan. She certainly never thinks of using it, even if
she did have a worry on her mind. “They say its confidential but who really knows? Asked Ms.
Monroe’, an administrative assistant at the insurance company.
But Merlyn Monroe’s life changed on September 11, 2001. Her office at 140 Broadway in New
York City, was near the world trade Center. She watched the whole thing from her 50th Floor office
window.
Ms.Monroe had never seen so much destruction in her life. She had never seen such a horrific
terrorist attack. Nor had she forced her to relieve 9/11 over and over.
Everything she talked to people they wanted details, which made it worse for her. She had so
much anger about what had happened to her life and lives of so many people and the city where she
worked for 40 Years.
Two weeks after 9/11, Ms.Monroe was still suffering after effects. Even though she lives on state
Island and Atlantic Mutual’s offices have been temporarily relocated to Madison, New Jersey, not an
hour goes by when she doesn’t have flashbacks of her experiences of 9/11.
Questions
1. What should Atlantic Mutual Management do, if anything, to cope with the aftereffects of
9/11?
2. How long would You expect employees to be adversely affected by 9/11 if a company
provides no formal assistance for dealing with anger and stress?
3. What, if anything, should Management do about employees who appear to be suffering from
such kind or trauma and stress, but will neither admit it nor accept help from their employee?
4. Outline the role of HR specialist in providing a safe and healthy environment for employees.
Case – 3 (20 Marks)
Patil, RK Materials, is very angry, anxious and restless. He bumped into Mehta, RK Materials,
threw the resignation letter on his table, screamed and walked out of the room swiftly.
Patil has a reason for his sudden outburst. Details of the story will tell the reasons for Patil’s
anger and why he put his resignation, only four months after he took up his job.
In the year 2000 Patil quit his prestigious Mittal plant at Vishakhapatnam. As a manager
Materials, Patil had various powers like he could even place an order of materials worth Rs.50 Lakhs.
He required nobody’s prior consent.
Patil Joined a pulp-making plant located at Kerala, as RK Materials. The plant is part of a multiproduct
and multi-plant conglomerate owned by a prestigious business house in India. The perks,
reputation and designation of the conglomerate attracted Patil away from the public sector steel
monolith.
When he joined the eucalyptus pulp making company, little did Patil realize that he needed prior
approval to place an order for materials worth Rs.25lakh. He thought that he had the authority to
place an order for materials by himself worth half the amount of what he used to as at the Mega Steel
maker. He placed the order, materials arrived, were received, accepted and used up in the plant.
Trouble started when the bill for Rs.25 lakh came from the vendor. The accounts department
withheld the payment for the reason that the bill was not endorsed by Mehta. Mehta refused to sign
on the bill as his approval was not taken by Patil before placing the order.
Patil felt very angry and cheated. A brief encounter with Mehta only made the situation worse.
Patil was rudely told that he should have known company rules before venturing. He decided to Quit.
Questions
1. Do you think the company has any orientation programme? If yes, discuss its effectiveness.
2. If employees were properly selected, there should be no need for an orientation programme”.
Comment on the statement.
3. If You were Patil, how would you react to the above situation?
4. Discuss the purpose of orientation. What are various requisites of an effective programme?
Case-4 (20Marks)
ABC Tool Engineering is a company producing machinery and machine tools and some other
related engineering products for specialist production companies. It’s workforce consists of 1000
employees, two-thirds of which work in the production department. In 2000, the Management
decided to introduce a total quality Management Scheme to increase efficiency and quality control.
Throughout the 1990’s, more flexible arrangements had been introduced together with a breakdown
of old work demarcation lines. Machines were now built by flexible teams of workers employing
different skills like fitters, electricians, hydraulic engineers, etc. In 2000, the initiatives towards TQM
were made with the introduction of BS 1110. Workers were asked to inspect the quality of their work
which resulted in reduction of the need for specialist inspectors and both time and money were saved.
Agreements were negotiated with the union for extra pay as a result of the increase in worker
responsibility. In 2001, the Management decided to introduce a full-blown Total-quality Management
Scheme on the basis of the success with the introduction of BS 1110. Problem solving groups were
formed based on work groups with voluntary participation. Group leaders, who were mainly
supervisors, were trained is how to run a group and in problem-solving techniques. The aims of the
groups were
1. Identifying problems inside their work area.
2. Propose solutions
3. Identifying problems outside their work area
4. Refer external problems to a review team.
The review team consisted of Managers with one representative from each group, usually the
group leader. The unions were lukewarm to the scheme and some shop stewards were directly against
it. Within a period of 9 Months, the Total quality Management Scheme was reviewed and the senior
Management came to the conclusion that it had not lived up to expectations, and few board members
called it a failure. Some reason s they had identified were that team leaders had felt uncomfortable in
their roles and there has been a lot of skepticism from some of the workers.
Questions
1. According to You, why did the Bs1110 Scheme succeed and the TQM Scheme failed in ABC
engineering? Define the term “workers” participation in management. Bring out the
prerequisites for its success.
2. Explain in your own words what empowerment means to You. Also discuss “A worker is a
worker, a Manager a Manager and never the two shall meet.” Do You agree? Why?
3. What suggestions would You give to a similar company who were thinking of introducing
Total Quality Management to make it a success?
.

GENERAL MANAGEMENT
Total Marks : 80
CASE-1 : ATTEMPT ANY 4 CASES, EQUAL MARKS PER CASE (20 Marks)
Case on Discomfort in a factory and Management Decision Making
Mohan remembered the call from the head office as he puts down the telephone receiver. His boss
from head office he said, "I just read your analysis and I want you to go down to our plant in Kollakal
near Mysore right away. You know we cannot afford this plant any more - the costs are just too high.
So go down there, check out what would be our operational costs would be if we move, and report
back to me in a week."
Mohan knew the challenge quite well as the branch manager of the Good will Specialty Products. His
company is into manufacturing of special apparel for injured and people with other medical conditions.
He needs to deal with high-cost labor in a remote village not so sophisticated plant, unionized
manufacturing plant. Although he had done the analysis there were 480 people who made a living at
this facility and if it is closed most of them will find it very difficult to get another job in the small
town consisting of about 10 000 people.
Instead of the Rs.20/- per hour paid to the Kollakal workers the wages paid to the migrant workers near
Aurangabad will be much cheaper Rs.7/- hour working in sub human conditions. This provides a
saving of 15 lakhs to the company for a year, which, can now be used to meet the costs for training,
transportation and other matters.
After two days of talking with Migrant workers association and representatives of other companies
using the same services in the town, Mohan had enough information to formulate alternative plan for
production and the cost figures for production and transportation. What was bothering him was only
the thought that how is going to handover the termination of service notice to the Kollakal workers.
The plant in Kollakal had been in operation since 1930s making special apparel for persons suffering
from injuries and other medical conditions. Mohan has often talked to the employees who would
recount stories of their fathers and grant fathers working in the company plant-the last of the original
manufacturing operations in the town.
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But friendship aside competitors had already edged past Good will in terms of price and were
dangerously close to overtaking it in product quality. Although Mohan and his Boss had tried to
convince the union to accept the lower wages, union leaders resisted it. In fact, in one occasion when
Mohan tried to discuss a cell manufacturing approach, which would cross train employees to perform
up to three different jobs, local union leaders could barely restrain their anger. Yet probing beyond
their anger Mohan sensed their vulnerability, but could not break through.
Tomorrow he will discuss his report with the CEO. Mohan does not want to be responsible for
dismantling of the plant at Kollakal, an act, which Mohan believes is personally wrong, but he is
helpless. Mohan said to himself "The costs are too high, the union's unwilling to cooperate, and the
company needs to make a better return on its investment if it has to continue at all. It sounds right, but
it feels wrong. What should I do?
Questions :
1. Assume you want to lead the change to save the Kollkal plant. Describe how you would proceed?
2. What is the primary type of change needed - technology, product, structure or people/culture?
3. What techniques would you use to overcome union resistance and implement change?
CASE-2 (20 Marks)
A small group of managers at Falcon Computer met regularly on Wednesday mornings to develop a
statement capturing what they considered to be the 'Falcon Culture'. Their discussions were wideranging,
covering what they thought their firm's culture was, what it should be and how to create it.
They were probably influenced by other firms in their environment since they were located in the
Silicon Valley area of California. Falcon computer was a new firm, having been created just eight
months earlier. Since the corporation was still in the start- up phase managers decided it would be
timely to create and instill the type of culture they thought would be most appropriate for their
organization. After several weeks of brain storming, writing, debating, and rewriting, the management
group eventually produced a document called 'Falcon Values', which described the culture of the
company as they saw it. The organizational culture statement covered such topics, as treatment of
customers, relations among work colleagues, preferred style of social communication, the decision
making process, and the nature of working environment.
Peter Richards read over the Falcon values statement shortly after he was hired as a software trainer.
After observing managerial and employee behaviors at Falcon for a few weeks, he was struck by wide
discrepancy between the values expressed in the document and what he observed as actual practice
within the organization. For example the Falcon values document-contained statements such as this:
"Quality; attention to detail is our trademark; our goal s to do it right the first time. We intend to
deliver defect free products and services to customers on the date promised."
However Richards had already seen shipping reports showing that a number of defective computers
were being shipped to customers. And his personal experience supported his worst fears. When he
borrowed four brand-new Falcon computers from the shipping room for use in a training class he
found that only two of them started up correctly without additional technical work on his part.
Another example of the difference between the Falcon Values document and actual practice concerned
this statement on communication: "Managing by personal communication is part of the Falcon way.
We value and encourage open, direct, person to person communication as part of our daily routine."
Executives bragged about how they arranged their chairs in a circle to show equality and to facilitate
open communications whenever they met to discuss the Falcon values document Richards had heard
the "open communication" buzzword a lot since coming to Falcon, but he hadn't seen much evidence
of such communication. As a matter of fact all other meetings used a more traditional layout with top
executives at the front of the room. Richards believed that the real organizational culture that was
developing at Falcon was characterised by secrecy and communications that followed the formal chain
of command. Even the Falcon values document Richard was told had been created in secret.
Richards soon became disillusioned. He confided in a coworker on afternoon "the falcon values
document was so at avarice with what people saw everyday that very few of them took it seriously."
Employees quickly learned what was truly emphasized in the organization-hierarchy, secrecy, and
expediency and focused on those realities instead, ignoring many of the concepts incorporated in the
values document. Despite this frustration Richards stayed with Falcon until it filed for bankruptcy two
year later. "Next time" he thought to himself as he cleaned out his desk "ill pay more attention to what
is actually going on, and less to what top management says is true. Furthermore, I guess you just can't
create values."
Questions
1. What is more important the statement in a corporate culture document or actual managerial
behaviour?
2. Why did the Falcon executives act as they did?
3. Why didn't employees like Richards blow the whistle on Falcon, challenging the inconsistency
between values and behaviour?
4. How can executives go about changing the old values that govern an organization?
CASE-3 (20 Marks)
Study the case below.Discuss customer insight? Define CRM,role and advantages for todays
management?
Archana Tuli (Owner of a water purifier): Look at my water purifier. Last week a person came to my
house saying my service contract was up for renewal. Mind you, that was the first time in 10 months I
was seeing anyone from Purifo. I did not like his barging into my time without prior notice. But that
did not bother him. He had a list to clear, never mind if I was in the midst of cooking lunch.
I asked him about the servicing, since under the maintenance contract the company should have
serviced the unit twice that year. " You should have called the company," he said. But that was a
preventive maintenance contract and it was for the company to call and take a date.
Finally, he set about servicing the machine. I found that his handling of the machine was rather
clumsy. He dropped the casing twice and strewed the carbon all over the sink. I discovered that he was
just four months old in the Company. Before that, he used to sell plastic boxes. Is this what I get for
being your customer?
Then he said the filter candle needed to be changed which I would have to pay for. That annoyed me. I
showed him the contract, which clearly stated that the company would replace the candle once a year
at its cost. He did not know that. Would you believe that? Clearly such service contracts are simply a
means to make money. There is no attitude to servicing. He came because it was February and he had
contract renewal targets to complete. He came without calling, expecting we would drop everything
else to serve him. He had no clue as to what he had to give the customer for the contract. He messed up
my kitchen and did not even attempt to tidy it up.
The worst was that when I started the machine, the water would not flow. I was furious. Purifo sends
incompetent, inexperienced people to cut costs. I carry the responsibility of providing my family a
safe, hygienic environment at home, so I am prepared to pay for preventive maintenance. But what did
I get?
But it is a good product and I am an informed consumer who knows how to work around a
manufacturer's inefficiency. I simply gave the service contract to a private firm. I don't want to have
anything to do with Purifo.
Ritikant Sharma (Credit Card holder): Every month, I receive a credit card bill and my payment is sent
the very next day. Five months ago, the bill did not come on the 22nd evening as it normally would. I
received the bill 10 days later with a charge of Rs. 675/- for overdue interest. I was taken aback and
called up by the bank. But the bank manager argued that the bill had been sent earlier. It was my word
against his.
I wrote to Monet Bank, protesting against this undue charge. Eventually, after six letters from me,
including one to the managing director, the bank " waived" the interest. But I was left with a bitter taste
in my mouth. I wondered why the bank did this to me. Did I deliberately delay payment? I had this
card for three years and not once had I defaulted on payment.
I also wondered if the bank considered the cost of this argument to me. Was it worth the Rs. 675/-?
Why was the customer not right this time? And what about all those times when I paid four days
before the due date? I was amazed that the bank treated me like an errant schoolboy. Since then I have
not felt good about using the Monet credit card.
Worse, every month the bill continues to show the overdue interest and every month there is a fresh
exchange of letters on the matter. Only last week I received an invitation to become a member of
another credit card company. I am planning to surrender the Monet Card.
Divya Mathur (Owner of a washing machine): You say I am an important customer of Crysta. Great.
But for your customer service cell, I am just a number. For six months now, I have been having
problems with the washing machine. Last month, when I called the customer service cell to follow up
an old complaint about the motor, the lady who took the call asked me to repeat the details: model
number, date of purchase, and the like. When I pointed out that all these details had been given several
times before and all she needed to do was check the complaint order number, her response was
shocking. " May be, but I can't boot the system. I am only standing in for someone who has not
reported today. So, you have to give the details again." She said.
Tell me what am I getting for being your customer? Respect? Good handling? No. Now you come here
and ask me personal details like family income, number of members, husband's designation. You still
haven't told me why you need all this information. You are researching. Are you collecting this
information to help your company or me?
Then there was the problem with the V-belt. Within a day of replacing it, there were some cracking
sounds. The engineer said he would have to wait for the senior supervisor to examine it. Reason? " We
recently changed our supplier and all his pieces are turning out to be defective." I was taken aback. It
frightened me to know that there was no quality check at your end. We outsource a lot of stuff for our
garment business, but every button and needle is checked before it is used. We are not a multinational,
just an old family-managed business.
Radhika Iyer (School Teacher): That feeling for the customer is simply not there. The customer is not a
person but a collective noun. If the customer was important, wouldn't my water purifier Company tell
me when it changed the service agent? When I called the number in my contract card, I discovered that
the number now belonged to a courier company. I had to call the head office in Mumbai and get the
new service agent's number in Delhi.
Is this fair? Or does it matter? I guess the Company's attitude was: " If a customer needs service, let her
break her back and spend money to find out who the new agent is. " The only motives are profits and
sales volumes. Not customer loyalty or service. Therefore a customer is one who buys your product,
not one who has bought your product. Once you've bought the product you are a 'has been'. Why
would you want to invest energy in a set of people to whom a sale has been made? You spend energy
as long as a sale is not made. Once a sale is done, it is for the customer to invest energy in sustaining
his relationship with the manufacturer. Isn't that how it is? The manufacturer's attitude is-you need me
more than I need you, so guess who should work harder?
And everyone once in a while, there is a new face at my door asking me if I own a Zento purifier.
Dammit, don't you have a customer file? No, he says. We go from door to door. Splendid. Then what
do you do with all the data you collect? And every one of these men asks me the same questions: when
did you buy it, what is your model number, is it working properly? The worst is: " What is your
address?" I don't care what the information is being used for. But I don't want to be disturbed for
information, which you already have.
We believe that because India now manufactures Coke and Mercedes, we have progressed. But this
new market is no different from the gray market, where you can buy anything but cannot expect
service. For instance, I bought a packet of macaroni, which said I had to boil it in 250 ml of water. I
did that, but after the prescribed five minutes of boiling, there was enough water left in the pan. I then
boiled it for another three minutes, and the pasta dissolved into a unrecognizable mass.
One day, I met someone who worked for this macaroni company. I told him about my experience. He
said I should let the pan rest for five minutes after turning off the heat. The residual water would get
absorbed. That worked. Couldn't the firm have said so on the pack? Or is it cheaper to let the customer
learn? Does the Company use experienced hands-on cooks while designing these products or are they
MBAs who can't tell a stove from a cigarette lighter?
I bought a jar of mayonnaise the other day. The label said it should be used within six months. Of
what? Of the date of manufacture or of the date of opening the seal? Do I refrigerate it or not? It takes
us back to what I said before: once the sale has been made, the consumer does not matter anymore.
The sale is not on the customer's involvement, loyalty or satisfaction. It never was; it will never be.
DIPANKAR BARUAH (Cell Phone Owner): There are numerous messages that are flashed on the cell
phone to announce the sale of wedding suits, printers, shoes, or TV programmes, or updates on cricket
scores. These messages usually send out a single, short beep. Only personal messages are announced
with a long, continuous beep. Last week, I was distracted by six ad messages for a chocolate. And all
of them were long beeps. It made me mad because I was in the midst of meeting clients and that kind
of triviality is distracting.
The cell phone is a great device. It helps me catch messages, which I would otherwise have missed.
But I don't want it to distract me during a meeting. Please respect my privacy. The cell phone is for my
convenience, not for the convenience of callous advertisers. Now, I leave the cell phone with the
secretary and she calls me only if the message is a personal one.
Tell me, has the advertiser benefited? He sought to get his messages across to 1,50,000 subscribers at
one go. It appears to me that my cell phone has become a cheap medium for advertising. Since it has
done me the favour of selling me the cell phone, the cell phone operator can pass on my personal
details to advertisers without even asking me. The cell phone is a private medium of communication,
not a public address system like a radio.
We have allowed a million new products to enter the country but along with that, we have not allowed
the market mindset to evolve or grow. Few people realize that the customer needs to be treated with
respect.
BERYL DIAS (owner of a laser printer): This printer cost me Rs. 28,000. My company did not fund it.
I saved for it for a year. Saving that kind of money was not easy. I wanted the best, which is what I
thought I got when I bought it., It worked very well and I know it is a good product. But that's where
my ecstasy ends.
One day, the paper jammed and I needed help. So I called up the company. The lady who took the call
said: " You will have to bring the printer here, we are not going to come there." I felt that was very
hostile. I expressed surprise that their service engineers would not come to my home. The lady gave
me a silly reason. " If your mixie breaks down wouldn't you take it to the service center?" Maybe she
took the liberty to talk down to me because I was a woman and I operated a home office. But there's a
world of difference between a Rs. 2,500 mixie and a Rs. 28,000 printer. But she was surly from the
word go. Worse, their office was located very far from where I lived and going there would mean
wasting an entire morning.
It was her surly behaviour that angered me the most. I recall how the sales engineers hovered around
me when I had first contacted the company for a brochure. For three weeks someone from the
company would call me practically daily. They virtually pushed me into buying the printer. I
remember I still had the last Rs.1,500 /-to save up, when they decided to give me a Rs.1,000/- discount
to hasten my decision. Their sales pitch mesmerized me. Today, I am just a statistic. I can almost hear
them saying: "You have no choice. If your printer is not working, that's your problem. If you live afar,
that's also your problem.!"
I had not considered the after - sales trauma when I brought the printer. I assumed that the company
would come home to repair it, as other companies do for other products. They did not tell me about
their service terms at the time of the sale. It was not important, I guess. For, all they wanted was my
Rs.28, 000/-.
To repair the printer, I went through an agent, who lost my complaint order papers, forgot to intimate
the company about the part I wanted and made me wait for four weeks before the printer was repaired.
Then I discovered it had not been repaired at all. I decided then that I wouldn't have anything to do
with the company ever again. I sold that printer and brought another brand after ascertaining that there
was a service agent close by. My old printer was state of the art, but the real differentiator is the effort
a firm is willing to put into customer service.
CASE-4 : (20 Marks)
Company Social Responsibility & AIDS
The AIDS epidemic today is unparalleled in the challenges it poses to the world, and it is clearly an
issue that no one can address alone. Business is an essential partner in the response to AIDS. The
private sector like the other sectors is not immune from AIDS. Involvement of the private sector in the
response to HIV/AIDS is crucial to the success of our country's efforts against the epidemic.
Questions
1. What is the impact of AIDS on businesses? Do you agree that businesses in the near future would
be actively interested in addressing the issue of AIDS? Justify your answer
2. ABC Corporation wants to partner with an NGO and address the issue of AIDS around its factory,
discuss what steps should ABC Corporation take to initiate, manage and sustain its partnership
with the NGO .
CASE-5 : (20 Marks)
Read the following case study and answer the questions that follow
Prakash Gupte is a sales representative with Beta Water Purifiers. Prakash is a star sales representative
with the highest sales turnover record for 5 consecutive months. He is an aggressive and a dynamic
sales person with a strong target-orientation. His marketing manager Shreyans Desai is very proud of
his accomplishments. Based on his performance appraisal, Prakash has been promoted to the rank of
Assistant Manager (Marketing). He is now required to supervise the work of 6 sales representatives
and to manage sales targets for his area.
After assuming charge as an Asst. Marketing Manager, Prakash set the targets for the first month and
communicated these to the sales representatives in a direct and explicit manner. 4 sales representatives
found the targets to be too ambitious but reserved their comments. After the meeting they discussed the
issue informally and dispersed. Prakash called the fortnightly review meeting to take stock of the
situation. He was extremely disappointed to know that all the six representatives were trailing behind
in target achievement. He was very blunt in communicating his disappointment and told their team to
get their targets by the end of the month. After the meeting, all the six representatives expressed their
displeasure with the meeting and found the demand of Prakash unreasonable. They commonly
perceived him to be a difficult person to deal with. They thought of approaching Shreyans for this.
Harish and Sameer, two of the representatives met Shreyans and discussed this with him. Shreyans was
a little upset with Prakash, but he thought to himself that Prakash is very efficient but lacks tact to
work with people. He assured the duo that he will speak to Prakash in this regard.
Shreyans called Prakash for an informal chat and advised him to go a little easy with people. Prakash
was clearly agitated about this since he took this as a personal affront, as he sensed during this meeting
that someone must have complained about his behavior to Shreyans. Instead of going easy with the
team, he turned more bitter in his approach. He called a meeting of all the sales representatives, and
indirectly communicated his displeasure with the incident. He once again made it clear that the targets
were attainable but needed a greater sense of commitment from the group. Obviously the sales
representatives did not like this. At the month-end briefing, Prakash was absolutely disappointed with
the team for having under-achieved on the targets’ count. He rebuked them for going slow on their
work and told them sternly to adhere to the targets in the next month. Deepak, on of the sales
representatives, objected to highly monthly targets and suggested that the targets be made more
reasonable. To this Prakash retorted by saying that the targets were absolutely reasonable. Obviously
the team was disheartened with this. They all decided to collectively approach Shreyans this time and
seek his intervention. When they met Shreyans to brief him about the situation, Shreyans was sure that
he had made a mistake somewhere.
QUESTIONS:
1) What happened when Prakash got promoted to the position of Asst. Manager (Marketing)? Why
did this happen?
2) If you were entrusted with the responsibility of managing 6 sales representatives & creating an
effective sales team, how would you do it?

CORPORATE LAW
MARKS: 80
N.B.: 1 Attempt any Twelve Questions
2) Last two Questions are compulsory
Q.1. In the following statements only one is correct statement. Explain Briefly?
(5 Marks)
i) An invitation to negotiate is a good offer.
ii) A quasi-contract is not a contract at all.
iii) An agreement to agree is a valid contract.
Q.2. A ship-owner agreed to carry to cargo of sugar belonging to A from Constanza to Busrah. He knew
that there was a sugar market in Busrah and that A was a sugar merchant, but did not know that he
intended to sell the cargo, immediately on its arrival. Owning to Shipment’s default, the voyage was
delayed and sugar fetched a lower price than it would have done had it arrived on time. A claimed
compensation for the full loss suffered by him because of the delay. Give your decision. Explain
Briefly? (5 Marks)
Q.3. The proprietors of a medical preparation called the “Carbolic Smoke Ball” published in several
newspapers the following advertisement:-
“£ 1000 reward will be paid by the Carbolic Smoke Ball Co. to any person who contracts the
increasing epidemic influenza after having used the Smoke Ball three times daily for two weeks
according to printed directions supplied with each ball. £ 1000 is deposited with the Alliance Bank
showing our sincerity in the matter.
On the faith in this advertisement, the plaintiff bought a Smoke Ball and used it as directed. She was
attacked by influenza. She sued the company for the reward. Will she succeed? Explain Briefly
(5 Marks)
Q.4. Fazal consigned four cases of Chinese crackers at Kanpur to be carried to Allahabad on the 30th May,
1987. He intended to sell them at the Shabarat festival of 5th June 1987. The railway discovered that
AN ISO 9001 : 2008 CERTIFIED INTERNATIONAL B-SCHOOL
the consignment could not be sent by passenger train and asked Fazal either to remove them or
authorize their dispatch by goods train. He took no action and the goods arrived at Allahabad a
month after they were booked.
Fazal filed a suit against Railways for damages due to late delivery of the goods which deprived him
of the special profits at the festival sale. Decide & explain briefly ?
(5 Marks)
Q.5. ‘Lifeoy’ Soap company advertised that it would give a reward of Rs. 2000 who contracted skin
disease after using the ‘Lifeoy’ soap of the company for a certain period according to the printed
directions. Mrs. Jacob purchased the advertised ‘Lifeboy’ and contracted skin disease inspite of
using this soap according to the printed instructions. She claimed reward of Rs. 2000. The claim is
resisted by the company on the ground that offer was not made to her and that in any case she had
not communicated her acceptance of the offer. Decide whether Mrs. Jacob can claim the reward or
not. Give reasons. Explain briefly? (5 Marks)
Q.6. In each set of statements, only one is correct. State the correct statements & Explain briefly?
a) i) A bailee has a general lien on the goods bailed.
ii) The ownership of goods pawned passes to the pawnee.
iii) A gratuitous bailment can be terminated by the bailor even
before the stated time.
b) i) A substituted agent is as good an agent of the agent as a subagent.
ii) An ostensible agency is as effective as an express agency.
iii) A principal can always revoke an agent’s authority. (5 Marks)
Q.7. A, an unpaid seller, sends goods to B by railway. B becomes insolvent
And A sends a telegram to Railway authorities not to deliver the goods to B. B. goes to the Parcel
office of Railway Yard and by presenting R. R. (Railway Receipt) takes delivery of the goods and
starts putting them in the cart. Meanwhile the Station Master comes running with the telegram in
hand and takes possession of the goods from B. Discuss the rights of A and B to the goods in
possession of Railway authorities. (5 Marks)
Q.8. X needs Rs. 10,000 but cannot raise this amount because his credit is not good enough. Y whose
credit is good accommodates. X by giving him a pronote made out in favour of X, though Y owes
no money to X. X endorses the pronote to Z for value received. Z who is holder in due course the
pronote to Z for value received. Z who is holder in due course demands payment from Y. Can
refuse and plead the arrangement between him and X Explain briefly?
(5 Marks)
Q.9. Will C has the right of further negotiation in the following cases: (B signs the endorsements)
Explain briefly? (5 Marks)
i) ‘Pay C for my use’
ii) ‘Pay C’)
iv) ‘Pay C or order for the account of B’
Q.10. A promissory note was made without mentioning any time for payment. The holder added the
words’ on demand on the face of the instrument. State whether it amounted to material alteration
and explain the effect of such alteration. Explain briefly? (5
Marks)
Q.11. State whether the following instruments are valid promissory notes:
i) I promise to pay Rs. 5000 to B on the dearth of ‘B’s uncle provided that D in his will gives
me a legacy sufficient for the promise of payment of the said sum.
ii) I hereby acknowledge that I owe X Rs. 5,000 on account of rent due and I agree that the said
sum will be paid be me in regular installments.
iii) I acknowledge myself indebted to B in Rs. 5000 to be paid on demand for value received.
(5 Marks)
Q.12. A Payee holder of a bill of exchange. He endorses it in blank and delivers it to B. B endorses in full
to C or order. C without endorsement transfers the bill to D. State giving reasons whether D as
bearer of the bill of exchange is entitled to recover the payment from A or B or C. Explain briefly?
(5 Marks)
Q.13. Write a short note on the Doctrine of Indoor Management? Explain briefly?
(5 Marks)
Q.14. The shareholders at an annual general meeting passed a resolution for the payment of dividend at a
rate higher than that recommended by the Board of Directors. Examine the validity of the resolution.
Explain briefly? (5
Marks)
Q.15. In a prospectus issued by a company the Managing Director stated that the company had paid
dividend every year during 1921 – 27, which was a fact. However, the company had sustained losses
during the relevant period and had paid dividends out of secret reserves accumulated in the past.
Examine the consequences of the observation made by the Managing Director. Explain briefly?
(5 Marks)
Q.16. In a prospectus issued by a company the Managing Director stated that the company had paid
dividend every year during 1921-27, which was a fact. However, the company had sustained losses
during the relevant period and had dividends out of secret reserves accumulated in the past. Examine
the consequences of the observation made by the Managing Director. Explain briefly?
(5 Marks)
Q.17. A buys from B 400 shares in a company on the faith of a share certificate issued by the company. A
tender to the company a transfer deed duly executed together with B’s share certificate. The
company discovers that the certificate in the name of B has been fraudulently obtained and refuses to
register the transfer. Advise A. Explain briefly? (5 Marks)
Q.18. A insured his house against fire. Later while insure, A killed his wife, severely injured his only son,
set fire to the house and died in the fire. The son survived and sued the insurer for the fire loss,
advice the insurer. Explain briefly? (5 Marks)
Q.19. a) Satrang Singh admitted his only infant son in a private nursing home. As a result of strong dose of
medicine administered by the nursing attendant, the child has become mentally retarded. Satrang
Singh wants to make a complaint to the District Forum under the Consumer Protection Act, 1986
seeking relief by way of compensation on the ground that there was deficiency in service by the
nursing home. Does his complaint give rise to a consumer dispute? Who is the consumer in the
instant case? Explain briefly?
b) Smart booked a motor vehicle through one of the dealers. He was informed subsequently that the
procedure for purchasing the motor vehicle had changed and was called upon to make further
payment to continue the booking before delivery. On being aggrieved, Smart filed a complaint with
the State Commission under the Consumer Protection Act, 1986. Will he succeed? Explain briefly?
c) Brittle and Company, a small-scale industry, sought nursing and financing facilities from its bankers
by means of grant of further advances and adequate margin money in anticipation of good demand
for its products. In failing to obtain this and having become sick, it proceeds against its bankers
under the Consumer Protection Act, 1986, Will it succeed? Explain briefly?
(5 Marks)
Q.20. X who was working as a truck driver had taken a general insurance policy to cover the risk of
injuries for a period from 1.11.1998 to 30.11.1999. He renewed the policy for a further period of one
year on 10.11.1999. On the same day, he met with an accident and suffered multiple injuries
including fractures. X submitted the claim along with documents to the insurance company. The
insurance company repudiated the claim on the ground that the premium for the renewed policy was
received in the office only at 2.30 p.m. on 10.11.1999, while the accident had taken place at 10.00
a.m. on that day and hence there was no policy at the time of accident. Will X succeed if he files a
complaint against the insurance company for this claim? Explain briefly?
(5 Marks)
Q.21. Avinash booked his goods with Superfast Freight Carriers at Delhi for being carried to Ferozabad.
The goods receipt note mentioned that all the disputes would be subject to jurisdiction of the
Mumbai Court. Avinash lodged a complaint for certain deficiency in service against the transporter
in the District Forum at Delhi. Superfast Carriers contested that District Forum at Delhi had no
jurisdiction to entertain the complaint as the head office of the transporter was at Mumbai and the
jurisdiction has been clearly stated in the goods receipt not. Is the contention of the transporter
tenable? Explain briefly? (5 Marks)
Q.22. With reference to the provisions of the Consumer Protection Act, 1986, decide the following giving
reasons in support of your answer.
i) Sukh Dukh Ltd. dispatched certain consignments of goods by road through Fastrack Roadways Ltd.
The goods were unloaded and stored in a godown enroute on the suggestion of consignee. A fire
broke out in the neighbouring godown spread to the godown and goods were destroyed. The
Fastrack Roadways Ltd. claimed that there was neither negligence nor deficiency in service on their
part and goods were being carried at “Owner risk” and since no special premium was paid, they were
not responsible for the loss caused by fire. Whether Fastrack Roadways Ltd. is liable to pay
damages to consignor?
ii) Life Insurance Corporation (LIC) formulated a scheme called ‘salary saving scheme’ under which
employees of an organisation could buy an insurance policy. Premium due on each policy was
collected by the employer from the salary of the employees nor did it issue any premium notice.
When the widow of the deceased employee made a claim to LIC on the death of her husband, the
LIC repudiated the claim on the ground that four installments of premium had not been paid. The
widow was approached the consumer forum for redressal. Is the LIC liable for deficiency in service?
Explain?
iii) Raman booked a ticket from Delhi to New York by Lufthansa Airlines. The airport authorities in
New Delhi did not find any fault in his visa and other documents. However, at Frankfurt airport
authorities instituted proceedings of verification because of which Raman missed his flight to New
York. After necessary verification, Raman was able to reach New York by the next flight. The
airline authorities’ tendered apology to Raman for the inconvenience caused to him and also paid as
goodwill gesture a sum of Rs. 5,000. Raman intends to institute proceedings under the Consumer
Protection Act, 1986 against Lufthansa Airlines for deficiency in service. Will he succeed?
(10 Marks )
Q.23. With reference to the provisions of the Consumer Protection Act, 1986, decide the following giving
reasons in support of your answer.
i) Sohn sent all relevant documents in an envelope regarding consignment of goods to a buyer in the
USA through Fast Service Couriers. The documents did not reach the buyer as a consequence of
which the buyer could not take delivery of the goods. By the time the duplicate copies of the
document had been received by the buyer, the season of the goods was over. He claimed that he had
suffered a loss of US $ 5,000 as a result of the negligence of the courier. The State Commission
ordered the payment to be made by the Fast Service Couriers, but the National Commission in appeal
reversed the order and ordered payment of US $ 100 only as per the receipt issued by the Fast
Service Courier to the consignor at the time of the dispatch of the latter. Advise Sohan.
ii) Mahesh purchased a machine from Astute Ltd. to operate it himself for earning his liverhood. He
took the assistance of a person to assist him in operating the machine. The machine developed fault
during the warranty period. He filed a claim in the consumer forum against the company for
deficiency in service. Astute Ltd. alleged that Mahesh did not operate the machine himself but had
appointed a person exclusively to operate the machine. Will Mahesh succeed?
iii) Pillai purchased a car by taking a loan from Kerala cooperative Bank Ltd. and gave post-dated
cheques to the bank not only in respect of repayment of loan instalments but also of premium of
insurance policy for two succeeding years. On the expiry of the policy. Pillai’s car met with an
accident. Will Pillai succeed in getting a claim against the
Bank ? (10 Marks)

CLINICAL PHARMACOLOGY
MARKS :80
N.B: 1) All case studies are compulsory.
2) All case studies carry equal marks.
CASE STUDY: 1
Rancip co. wants to discover and develop a new drug costs $ 800-1000 million and takes
longer than 12 years. Clinical development the most important step prior to a drug entering
the market takes 7 years. Each day’s delay in completing the drug development and
launching the product in the market means a revenue loss of $ 1 million. So they appoint
Mr. Kate as a project mager and the company expects the company expects the project
management techniques to reduce this increasing cost and time pressure.
Questions:-
Q.1) What are the important responsibilities of Mr. Kate?
Q.2) What are the different stages Mr. Kate will use in the Process to set up the project and
run it?
Q.3) On what elements will Mr. Kate focus?
Q.4) What are your Suggestions?
AN ISO 9001 : 2008 CERTIFIED INTERNATIONAL B-SCHOOL
2
CASE STUDY: 2
IPTA lab discovered one drug on white cells and the company wants a clinical trial which
is properly planned and executed for assessing the effectiveness of intervention, company
appoints Mr. Simpson as a planner for above because company knows careful planning is
required before the collection of data begins for conducting successful clinical research.
Now Mr. Simpson appoints two investigators who knows the planning process and to
recognize the difficulty encountered in studies with human subjects and planning any
clinical trial and attempt to estimate the magnitude of participant’s failure to protocol
compliance.
Questions:-
Q.1) What is a clinical trial?
Q.2) What is the process of designing and carrying out clinical research?
Q.3) Explain the Planning Steps of Mr. Simpson.
Q.4) What are the important considerations to conduct of any type of clinical trial?
3
CASE STUDY: 3
Dr. Reddy is a leading pharma company; they discover lot of new products or drugs in
last 20 years. Over the years it has become more and more necessary to have
multidisciplinary specialist approach in planning & Conducting clinical trials. The team
conducting the clinical trial usually consist of the principal investigators, the company
investigators and the clinical research associates (CRAS). The clinical Research Coordinators
(CRC’S) because Dr. Reddy knows the CRC and CRA are like the two pillars of
any critical trial and they are the key members who ensure that the data is obtained faster
and is clean.
Questions:-
Q.1) Define CRC
Q.2) Define CRA
Q.3) Who can be appointed as a CRC/CRA?
Q.4) Elaborate the responsibilities of the CRC and CRA?
4
CASE STUDY: 4
Fraud and misconduct in clinical research has received intense attention in medical field,
literature and media in the recent years.
Dr. Rajesh was working with Damur India Limited as a chief nutritionist. He started
working on the project of effectiveness of multivitamin in improving cognitive dysfunction
in elderly patients. In 2006, he allegedly produced fraudulent data on the effectiveness of
multivitamin in improving cognitive dysfunction in elderly patients.
Suspicion of the data presented arose because of values that were abnormal and a full
investigation uncovered the fact that the data was concoted. The company came to know
about this when they appointed Dr. Kunte to investigate the effectiveness of research done
by Mr. Rajesh.
The investigation study nurse testified before the committee enquiring into the matter. A
full investigation of his previous publications appeared to prove that he has a long record of
similar fabrication and falsifications. Company asked Dr. Rajesh to resign.
Questions:-
Q.1) What is the definition of fraud and misconduct in clinical research?
Q.2) According to you what are the steps and procedures adopted by Mr. Kunte to
investigate fraud?
Q.3) What are the penalties you can suggest to Dr. Kunte for proven fraud and
misconduct?
Q.4) Explain the responsibilities of Dr. Kunte as an investigator in the Whole process.

INVENTORY MANAGEMENT
COURSE : ADMTM Total Marks : 80
Time: 3 Hours
Instructions:
1. All Questions are compulsory
2. Illustrate your answers with suitable sketches wherever possible.
3. Figure to the right indicate full marks.
Q1) a) Define inventories why they are important to manufacturing companies and what are
responsibilities of inventory management? Explain aggregate inventory management [06]
b) What are the five costs associated with inventories? Name and describe the categories of
inventory-carrying costs, categories of ordering costs found in a factory Also what are stakeout
costs and capacity-associated costs and their relationship to in- ventures? [08]
c) What is the basic premise of ABC analysis? Give three steps in making an ABC inventory
analysis? Differentiate between FIFO and LIFO? [06]
Q2) a) Describe the material requirements plan. Should an MRP be used with dependent or
independent demand items? What the objectives of the MRP?
And the relationship between MSP and the MRP? Why is a computer necessary in an MRP
system? What are the major inputs of the MRP system. [08]
b) Describe the following types of bills of materials.
„h Product tree.
„h Multilevel bill
„h Single-level bill.
„h Indented bill.
„h Summarized parts list.
AN ISO 9001 : 2000 CERTIFIED INTERNATIONAL B-SCHOOL
„h Planning bill. . [06]
c) Describe the differences between planned orders, released orders, and firm planned order?
What are the three important factors in managing the material requirements plan? [06]
Q3) a) Explain why each of the following are sources of water:
„h The process.
„h Methods.
„h Movement.
„h Product defects.
„h Waiting time.
„h Overproduction.
Explain how inventory affects product improvement, quality, prices, and the ability to respond
quickly to the marketplace. [08]
b) What are the four conditions needed for uninterrupted flow? Describe each? What is the
difference between leveling based on capacity and leveling based on Material flow why would a
JIT manufacturer schedule seven hours of work in an eight -hours shift? [08]
c) Where does MRP system, Kanban system, and drum-buffer-rope system best? [06]
Q4) a) Definition of quality? In which four areas must quality be considered? How do they
interrelate? Name the describe the eight dimensions to quality. [08]
b) What are the six basic concepts of TQM? And what is the empowerment and why is it
important in TQM? Give the three key factors in supplier partnership? Also what is the purpose
of performance measurement. [06]
c) Describe the purpose of forecasting for strategic business planning, production planning and
master production scheduling. What is meant by term tracking forecasting? In which two ways
can forecasts go wrong? What is demand management and give function that include. [08]

INSURANCE

COURSE : ADBFM Total Marks : 80

N.B. : 1) All questions are compulsory

2) All questions carry equal marks.

Q1) Distinguish between Dynamic Risks and Static Risks ?

Q2) What do you understand by methods of handling risks?

Q3) What is meant by Management of Risks?

Q4) Write a brief note on Risk Insurance Management Process?

Q5) Explain the Special Features of Insurance Regulatory and Development Authority?

Q6) What are the important duties and powers of IRDA?

Q7) What is a contract of Insurance? Explain the fundamental Principles of Insurance?

Q8) A contract of insurance is a contract of `Uberrimate Fidei' explain?

AN ISO 9001 : 2000 CERTIFIED INTERNATIONAL B-SCHOOL

INTERNATIONAL HUMAN RESOURCE MANAGEMENT

Total Marks : 100

Attempt all questions

All questions carry equal marks.(10 marks)

1. What is International human resource management? Explain nature of

international human resource management.

2. Explain role of multiculturalism in international human resource management.

3. Explain significance of HRM in cross-border mergers & acquisitions.

4. Explain Strategic HRM.

5. What is staffing of international business?

6. What is international compensation management?

7. Write a detailed note on ethics & social responsibility.

8. What is performance management?

AN ISO 9001 : 2000 CERTIFIED INTERNATIONAL B-SCHOOL

9. Write down the importance of training & development.

10. Write a detailed note on international industrial relations.

INTERNATIONAL FINANCIAL MANAGEMENT

Total Marks: 100

1) Attempt all questions

2) All questions carry equal marks. (10 marks)

Q.1) What is exchange rate determination and forecasting?

Q.2) Explain financial management in a global context.

Q.3) Explain in detail:

a) Accounting implications of international activities

b) Tax implications of international activities

Q.4) What is forwards, swaps and interest Parity?

Q.5) Explain short-term financial management in a multinational corporation.

Q.6) Explain long-term borrowing in the global capital markets.

Q.7) What are different currency options?

Q.8) Explain currency and interest rate futures.

Q.9) Write a detailed note on the foreign exchange market in India

Q.10) What is balance of payments?

AN ISO 9001 : 2000 CERTIFIED INTERNATIONAL B-SCHOOL

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