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Customer
Relationship Management
Note: Each Question carries 20 marks.
Kindly answer any 5 questions.
1. Define customer relationship management & what are the different factors that influence buying behaviour?
2. Discuss consumer purchase decision process giving one real time example.
3. State the importance of customer relationship building. State the different levels of relationship marketing & tools used to develop strong customer bondage.
4. What do you mean by customer interaction management? Discuss the routes & factors influencing CIM.
5. What do you mean by a loyal customer & discuss loyal customer ladder?
6. Please write a short note on Customer
Life Cycle.
7. Please write a short note on
Disadvantages of CRM with Indian context.
8. Explain the two dimensions to CRM –
Customer facing and Company facing.
Interior
Management
Max: 80 Marks
Max: 80 Marks
Answer Any 5 Questions
1. Define and differentiate Interior design from Interior
decoration.
2. What are
the various functions of different Interior spaces?
3. Give a brief account of “Folks-Arts” applied in any Indian-traditional-interior.
4. Take any one particular Indian vernacular style of your choice
and Explain your understanding and interpretation of its traditional interior.
5. Explain briefly as to how lighting and acoustics can be
synchronized to bring out the desired effect of a “Music-concert” Hall.
6. Explain the “Design Process” – How will you approach any design,
applying the “Principles” in practice.
7. Explain “Organic Interiors” – Combine this philosophy of
bringing “Nature” into the interiors, e.g in the design of a “Shopping Mall”.
8. Function and Aesthetics play an important role in any interior
design job. How will you explain your approach while designing a Textile show
room for kids?
9. What are the enhancement efforts on “spaces and design values”,
caused by lighting, accessories, landscaping, etc. – Explain with suitable
sketches.
10. Explain with suitable diagram, your design approach for an
Interior space of an “Architect’s office” within an outline of 10m x 7.5m Hall.
Assume data not provided.
11. Explain with suitable diagram, your design approach for an
Interior spaces of a “Jewllery and Diamond showroom” within a space of 9m x 6m
Hall. Assume data not provided.
RETAIL
MANAGEMENT
Maximum Marks: 100
Note :
(i) Attempt any three questions from Section A.
(ii) Section B is compulsory.
(iii) All questions carry equal marks.
(ii) Section B is compulsory.
(iii) All questions carry equal marks.
SECTION A
1. Define retailing. Discuss the scope and
prospects of retail sector in the Indian context, describing the drivers of
growth of retailing in the country.
2. (a) What are the stages of consumer
decision making and their impact on retail strategies ? Explain with suitable
examples.
(b) What makes location decisions in
retailing strategic in nature? Discuss with suitable examples the factors
necessary to consider before selecting a final site for any store.
3. (a) How important is the role of
pricing in retail marketing mix ? Briefly discuss the various retail pricing
approaches available to the retailer.
(b) What are loyalty programmes? What
purpose do they serve in the overall retail business? Explain.
4. Briefly discuss the various types of
non-store retailing currently in vogue. What are their limitations?
5. Write notes on any three of the
following:
(a) Functions of Retailers
(b) Wheel of Retailing
(c) Responsibilities of Merchandising Manager
(d) CRM
(e) Ethical Responsibilities of Retailer
(b) Wheel of Retailing
(c) Responsibilities of Merchandising Manager
(d) CRM
(e) Ethical Responsibilities of Retailer
SECTION B
6. Read the case given below and answer
the questions given at the end of the case.
Margin Free Market Private Ltd.
Subhiksha in Chennai, Margin free in
Kerala, Bombay Bazaar in Mumbai, RPG'S Giant in Hyderabad, and Big Bazaar in
Kolkata, Hyderabad, and Bangalore have one thing in common - they all price
their products below MRP. Discount stores are slowly arriving in India and
industry insiders feel they will spearhead a revolution in organized retailing.
On the list of top retailers in the world, quite a few are discounters. Around
60% of the business abroad comes from this format. Incidentally, the largest
retailer in the world, Wal-Mart, is a discount store.
Margin Free was registered as a
co-operative society in 1993 in Kerala and entered the supermarket business in
1994. It is run by the Consumer Protection and Guidance Society, a charitable
organization based in Thiruvananthapuram. Today, it has emerged as India's
number one supermarket chain with 150 stores and a turnover of Rs. 450 crores.
Margin Free purchases directly from manufacturers at ex-factory price and sells
at lower prices than the MRP, as it eliminates the margin accrued in the
traditional manufacturer-stockist-wholesaler-retailer network.
Margin Free takes extreme care while
pricing the products through its entire stores. It has employed software which
evaluates the price by minimizing profits. Every store is computerized and
utilizes the software to determine the pricing. This helps in ensuring that the
products are rationally priced.
Margin Free has found exceptional success
in its scalable franchised model. It is now looking to upgrade to a central
warehouse concept. which will help it manage growth further. The success of
Subhiksha and Margin Free indicate that the discount war will hot up in the
coming months but it will be the customer who will emerge as the final winner.
Margin Free also gets an average credit of
20-22 days from suppliers, which it sells, on an average in 10 days, thereby
even earning a notional interest on its sales also. Its strategy has made it
flush with funds, which can finance further expansion. Margin Free uses its
customer base as a bargaining power to strike discount deals. Any dealer who
wants to set up a Margin Free store has to buy at least rupees one lakh worth
of share of the main Margin Free holding company. Margin Free has a consumer
base of 6 lakhs and it sells them consumer cards at Rs. 40 per year Customers
who buy using this card get discounts on bulk purchases and also on government
subsidized products like Rs. 2 per kg rice.
The stores are now opting for a major
expansion drive. A key part of this is the introduction of private labeling,
which is the season's flavor in the retailing industry. For the purpose they
have shortlisted 15 items - all generic labels like rice, sugar, etc. - and
will add to the list in future.
Hence, they will be in a better position
to provide quality stuff at considerably low prices within easy reach of an
average middle-class family. For example, a packet of tea which sells for an
MRP of Rs. 120 at one of the corporate retailers will be available for Rs. 90
at the Margin Free stores.
The chain is now planning to open huge
Margin Free hyper markets, The first such hyper market, featuring an array of
wares and spread over 50,000 square feet of well-laid out space, is planned to
open at Ernakulum. The two other hyper markets would be opened in
Thiruvananthapuram and Kozhikode.
If the success of retail activity is
measured in the number of outlets, the existing 240-odd chain of franchisees
must have already made Margin Free the largest 'pure retail chain' (as distinct
from retailers who are manufacturers) in the private sector Even going by the
number of footfalls, the Kerala-based retailer must have already beaten
competition by a handsome margin.
The hyper markets will feature almost all
conceivable retailing products under one roof - textiles, leather, cosmetics,
provisions, electronic goods, consumer durables, grains; and grocery. As for
ambience and class, they are most likely to resemble the Giant retailing chain
operating out of Hyderabad and other cities.
The hyper market would not dabble in
imported items - Chinese or otherwise - that are flooding the retail market
right now. The cooperative society is in the process of mobilizing resources
for the hyper market initiative. It plans to rope in outside investments over
and above what the Consumer Protection and Guidance Society hopes to raise on
its own.
The Society chose Ernakulum first because
it happens to be the most commercialized city in the state Also, the comparable
purchasing capacities are higher there. The nomenclature for the hyper market
has a Margin Free prefix to it, seeking to build on the enormous trust that the
discount chain has been able to build over a span of eight years of existence.
The management feels that the Margin Free
retail chain has been able to earn the wholesale trust of consumers in a very
short span. However, in its journey to success, the Margin Free stores have
made life slightly uncomfortable for entrenched interests who have, on one
hand, been fleecing consumers and on the other, resorting to indiscriminate
under invoicing to avoid tax. The latter leads to loss of crores of rupees in
realizable revenue for the state government.
Every month, Margin Free is opening up to
12 stores and the number has grown to 241 at last count. The chain has spread
to literally all parts of Kerala. It has seven franchisees in neighboring Tamil
Nadu already and two in Karnataka. The overall turnover has grown to Rs. 600
crore.
Questions :
(a) What has been the role of pricing
strategy in the success of Margin Free Markets?
(b) What are the salient features of
Margin Free Market pricing strategy ?
(c) Analyze the external and internal
factors that have made it possible to sustain the present pricing strategy of
Margin Free Market.
(d) Discuss the limitations of the
existing pricing strategy of Margin Free Market. Suggest appropriate changes.
TEXTILES
MANAGEMENT XAVIERS EXAM ANSWER SHEET PROVIDED
Maximum
Marks: 100
Instruction
to Candidates:
1)
Attempt any five questions.
2)
All questions carry equal marks.
Q1)
What are the various methods of yarn formation? Discuss each
method
Briefly and compare
any two methods.
Q2)
How are fibres classified? Discuss, with suitable examples.
Q3)
Write a note on cotton, its properties and impurities present.
Q4)
Discuss in detail the steps involved in making a woven fabric
starting from the cotton fibre.
Q5)
What is direction frictional effect and how does it affect
properties of woollen goods? Why is felting done? Describe the felting process.
Q6)
What is weighting of silk? Why is it done? What are the physical
and chemical properties of acrylic? Or Write a note on carding, drawing and combing
process.
Q7) Write a short note on various types of polyester yarns normally
manufactured.
FINANCIAL & COST ACCOUNTING ISBM EXAM ANSWER SHEETS PROVIDED
Total Marks: 80
N.B. : 1) All questions are compulsory
2) All questions carry equal marks.
Q1) ABC Ltd. Produces room coolers. The company is considering whether it should continue to
manufacture air circulating fans itself or purchase them from outside. Its annual requirement is
25000 units. An outsider vendor is prepared to supply fans for Rs 285 each. In addition, ABC Ltd
will have to incur costs of Rs 1.50 per unit for freight and Rs 10,000 per year for quality inspection,
storing etc of the product.
In the most recent year ABC Ltd. Produced 25000 fans at the following total cost :
Material Rs. 50,00,000
Labour Rs. 20,00,000
Supervision & other indirect labour Rs. 2,00,000
Power and Light Rs. 50,000
Depreciation Rs. 20,000
Factory Rent Rs. 5,000
Supplies Rs. 75,000
Power and light includes Rs 20,000 for general heating and lighting, which is an allocation based on
the light points. Indirect labour is attributed mainly to the manufacturing of fans. About 75% of it
can be dispensed with along with direct labour if manufacturing is discontinued. However, the
supervisor who receives annual salary of Rs 75,000 will have to be retained. The machines used for
manufacturing fans which have a book value of Rs 3,00,000 can be sold for Rs 1,25,000 and the
amount realized can be invested at 15% return. Factory rent is allocated on the basis of area, and the
company is not able to see an alternative use for the space which would be released. Should ABC
Ltd. Manufacture the fans or buy them?
AN ISO 9001 : 2008 CERTIFIED INTERNATIONAL B-SCHOOL
Page 1 Out of 1
Q2) Usha Company produces three consumer products : P, Q and R. The management of the
company wants to determine the most profitable mix. The cost accountant has supplied the following
data.
Usha Company : Sales and Cost Data
Description Product Total
P Q R
Material Cost per unit
Quantity (Kg) 1.0 1.2 1.4
Rate per Kg (Rs) 50 50 50
Cost per unit (Rs) 50 60 70
Labour Cost per unit 30 90 90
Variable Overheads per unit 15 10 25
Fixed Overheads (Rs .000) 9,175
Current Sales (Units ,000) 100 50 60 210
Projected Sales (Units ,000) 109 55 125 289
Selling Price per unit (Rs) 150 200 270
Raw material used by the firm is in short supply and the firm can expect a maximum supply of 350
lakh kg for next year. Is the company’s projected sales mix most profitable or can it be changed for
the better?
Q3) DSQ Company Ltd, a diversified company, has three divisions, cement, fertilizers and
textiles. The summary of the company’s profit is given below :
(Rs/Crore)
Cement Fertilizer Textiles Total
Sales 20.0 12.0 18.0 50.0
Less : Variable Cost 8.0 9.6 5.4 23.0
Contribution 12.0 2.4 12.6 27.0
Less : Fixed Cost (allocated to
divisions in proportion to
volumes of Sales)
8.0 4.8 7.2 20.0
Profit (Loss) 4.0 (2.4) 5.4 7.0
After allocating the company’s fixed overheads to products the Fertilizers, division incurs a loss of
Rs 2.4 crore. Should the company drop this division?
PRINCIPLES & PRATICE OF MANAGEMENT ISBM EXAM ANSWER SHEETS PROVIDED
Total Marks : 80
CASE-1 (20 Marks)
1. Please read the case and answer the questions given at the end.
Ms. Renu had graduated with a degree in foreign languages. As the child of a military family, she had
visited many parts of the world and had travelled extensively in Europe. Depsite these broadening
exeriences, she had never given much thought to a career until her recent divorce.
Needing to provide her own income, Ms. Renu began to look for work. After a faily intense but
unsuccessful search for a job related to her foreign language degree, she began to evaluate her other
skills. She had become a proficient typist in college and decided to look into secretarial work.
Although she still wanted a career utilizing her foreign language skills, she felt that the immediate
financial pressures woudld be eased in a temporary secretarial position.
Within a short period fo time, she was hired as a clerk/typist in a typical pool at Life Insurance
Company. Six months later, she became the top typist in the pool and and was assigned as secretary to
Mrs. Khan' manager of marketing research. She was pleased to get out of the pool and to get a job that
had more variety in the tasks to perform. Besides, she also got a nice raise in pay.
Everything seemed to proceed well for the next nine months. Mrs. Khan was pleased with Renu's
work, and she seemed happy with her work. Renu applied for a few other more professional jobs in
other areas during this time. However, each time her application was reiected for lack of related
education and/or experi ence in the area.
Over the next few months, Khan noticed changes in Renu. She did not always dress as neatly as she
had in the past, she was occasionally late for work, some of her lunches extended to two hours, and
most of her productive work was done in the morning hours. Khan did not wish to say anything
because Renu had been doing an excellent job and her job tasks still were being accomplished on time.
How ever, Renu's job behaviour continued to worsen. She began to be absent frequently on Mondays
or Fridays. The two-hour lunch periods became standard, and her work performance began to
AN ISO 9001 : 2000 CERTIFIED INTERNATIONAL B-SCHOOL
deteriorate. In addition, Khan began to suspect that Renu was drinking heavily, due to her apearance
some mornings and behavior after two-hour lunches.
Khan decided that she must confront Renu with the problem. However, she wanted to find a way to
held her without losing a valuable employee. Before she could set up a meeting, Renu burst through
her fdoor after lunch one day and said:
"I want to talk to you Mrs. Khan"
"That's fine," Khan replied. "Shall we set a convenient time?"
"No! I want to talk now."
"OK, why don't you sit down and let's talk?"
Khan noticed that Renu was slurring her words slightly and she was not too steady.
"Mrs. Khan, I need some vacation time."
"I'm sure we can work that out. You've been with company for over a year and have two weeks
vacation coming."
"No, you don't understand. I want to start it tomorrow."
"But, Renu, we need to plan to get a temporary replacement. We can't just let your job go for two
weeks".
"Why not ? Anyway anyone with an IQ above 50 can do my job. Besides,I need the time off. "
"Renu , are you sure you are all right ?"
"Yes, I just need some time away from the job."
Khan decided to let Renu have the vacation, which would allow her some time to decide what to do
about the situation.
Khan thought about the situation the next couple of days. It was possible that Renu was an alcoholic.
However, she also seemed to have a negative reaction to her job. Maybe Renu was bored with her job.
She did not have the experi ence or job skills to move to a different type of job at present. Khan
decided to meet with the Personnel Manager and get some help developing her options to deal with
Renu's problem.
Questions :
(a) What is the problem in your opinion ? Elaborate.
(b) How would you explain the behaviour of Renu and Mrs. Khan? Did Mrs. Khan handle the
situation timely and properly?
(c) Assume that you are the Personnel Manager. What are the alternatives available with Mrs.Khan?
(d) What do you consider the best alternative? Why?
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