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ACCOMMODATION MANAGEMENT IV [Max. Marks 70 Special Note : Word limit for answer of each question is 250 to 300 words. Note : Question no. 1 and 2 are compulsory. Attempt any four more questions. 1. Explain the concept of Heritage Hotels in India. Also explain with example the Heritage Hotels in India. Heritage Hotel is most profitable venture in Hotel Industry. Comment with justified reason. OR Write short note on the following : (a) Time Share Hotel (b) Floaters (c) Apartels. 2. The International Chain of Hotels are spreading there business by Franchising. Comment in support of your above statement. Also give example of International Group of Hotels which practice Franchising as an activity to expand business. 3. Write short note on any two of the following : (a) Health Clubs. (b) Amusement and Entertainment Management. (c) Adventure Sports. 4. Discuss the factors to be considered essential for planning and designing a Commercial Hotel. 5. Human Resource Planning for Accommodation Operation is different from usual HRP. Comment. Also explain what qualities are looked after in the people who are employed in Hospitality Industry. 6. Management of Non-Commercial Accommodation Services like Guest Houses, Government Circuit Houses and Clubs are different from Commercial Hotel. Explain the difference and also suggest the technique for improvement in management of non-commercial accommodation. 7. Plan Hotel Facilities : (a) Modern trend and norms in general facility planning. (b) Planning facilities as per specific guests requirements. 8. Write short note on any two of the following : (a) Occupancy Forecasting. (b) Basis of Tariff Charges. (c) Front Office Procedures.
HOTEL PROJECT MANAGEMENT [Max. Marks 90 Special Note : Word limit for answer of each question is 250 to 300 words. Note : Attempt any six questions. All questions carry equal marks. 1. Deciding a particular customer segment, frame a Hotel Project discussing its size, place and marketing operations. 2. Frame a financial plan for a hypothetical Hotel project taking reasonable assumptions. 3. Discuss the various possible layouts for Hotels. 4. How is Manpower Planning done for a Hotel Project ? Discuss various human aspects involved. 5. What all legal aspects are involved in Hotel Projects ? 6. “Materials Management and Inventory Management is an inherent part of Hotel Project Management .” Justify. 7. Write a note on all the activities and their sequence during a Hotel Project. 8. Write short notes on any two of the following : (a) Interior Designing. (b) Equipment Analysis and Procurement. (c) Determining the type of Restaurant.
TOTAL QUALITY MANAGEMENT [Max. Marks 80 [Min. Marks 32 Special Note : Word limit for answer of each question is 250 to 300 words. Note : Attempt any four questions (out of seven questions) from Section A. Each question of Section A carries 15 marks. Section B carries 20 marks. (A Case Compulsory) Section A 1. (a) “Evolution of Quality was just need for excellence, concern for people and competition.” Explain the statement with history of Quality Management. (b) What are the Eight Building Blocks of TQM ? 2. (a) What are the salient points of Crosby’s Theory on Quality Management ? (b) Explain each point of Malcolm Baldrige National Quality Award. 3. (a) “Bench Marking is one of the tool of TQM.” Explain it through elements and process of Benchmarking. (b) What is Taguchi Quality Loss Function ? How it is used in Industry ? 4. (a) Explain the concept and need of Total Productive Maintenance (TPM). (b) Explain the features of Six Sigma. How it is implemented ? 5. (a) What are the seven tools of Quality ? How it is applied in practical ? (b) What are points of Process Capability ? How it is applied in a particular process ? Explain. 6. Compare and contrast ISO-9000-2000 and ISO-14000 Quality Management Systems. 7. (a) What are Control Charts ? Explain. (b) Explain the Concept of Kaizen. Section B
BBA-602 : RETAIL MANAGEMENT [Max. Marks 80 [Min. Marks 32 Special Note : Word limit for answer of each question is 250 to 300 words. Note : Attempt any four questions (out of seven questions) from Section A. Each question of Section A carries 15 marks. Section B carries 20 marks. (A Case Compulsory) Section A 1. What are the characteristics of Retail Business ? Also explain various retail formats in Indian context. 2. Define various Pricing Strategies adopted by retailers to attract customers. 3. What are various Marketing Strategies applied by Retailers ? 4. Explain need and impact of Foreign Direct Investment in Indian Retail Sector. 5. How could waste reduction be managed in Retail Stores ? 6. How would you fit service quality gap model in Retail Sector ? Suggest suitable solutions to reduce the gaps. 7. Write short notes on any three of the following : (a) Social Responsibility of Retailers. (b) Role of IT in Retail. (c) Open-to-Buy System. (d) Significance of Branding in Retail. Section B BOBCAT Bobcat India Limited revolutionized footwear selling in India. The company hit upon the idea of reaching customers through exclusive retail stores way back in 1932 and set up its own outlets, which numbered around 1,200. It was no mean task setting up such a large network of retail outlets, especially when 90% of them were owned and operated by the company, the rest being dealer-owned and operated. This chain store format identity has been a strong differentiating factor in the Indian retail sector, being the first of its kind. Combined with the high quality of the footwear, the brand soon had top-of-the-mind recall and stayed there for many years. Until a few years ago, the name `Bobcat’ was synonymous with organized retailing in India, the only one of its kind. The Chain Store Format The Bobcat chain store format had its own credo a signature store-design with exclusive signage and windows in order to facilitate easy association in the minds of the Indian consumers. At present there are only two major categories of stores in the Bobcat Chain Store format : (a) Bobcat Family Stores (b) Bobcat Bazaar. (a) Bobcat Family Stores These are sub-divided into two formats again, based on the size of the stores. They are : (i) Super Stores, generally more than 5,000 sq. ft. catering to customers in the footwear category. (ii) High-street stores that are anywhere between 500 and 1,500 sq.ft., found in busy shopping areas. 2 K-823 (b) Bobcat Bazaar Bobcat Bazaar stores sell the company’s planned economy product lines and marked-down merchandise round the year. Known as R-Pair stores, their performance depends heavily upon the availability of marked-down merchandise. Such markdowns are done on products that have suffered quality accidents, are shop-soiled, lines that are closed-out etc. Recent Format Developments New retail formats have begun to supersede conventional ones. Independent big-box multi-brand department stores have started selling footwear as a category, especially in metros and cities. Malls are another new shopping format that is growing rapidly in the metros. Many upcoming footwear retailers are obtaining space inside the malls as mall partners to take advantage of the ready footfalls available. For the existing independent Bobcat stores it is expensive now to run campaigns and promotions to attain the required footfalls and expected conversions. Merchandising in Bobcat Family Stores The exclusivity of the `Bobcat’ brand to the Bobcat retail stores was the differentiating factor for customers until recently. However, a few years ago the company decided to sell Bobcat branded goods through its channel sales wing called Bobcat Wholesale. Hitherto, the wholesale channel had a different brand for itself called BSC. This wholesale channel supplies merchandise to footwear retailers across India through its authorized distributors. The brand Bobcat has now been extended to this wholesale channel too, which means that Bobcat branded goods are available in every other local footwear store. The exclusivity of the brand to its own outlets has come to an end. And, even as the sales of the wholesale division remain stagnant, what compelling reasons can a customer have to visit a Bobcat Store now ? A peculiar feature of the Bobcat Store was its odd price points : Rs 149.95, 199.95, etc. Merchandise Presentation and Visual Merchandising Bobcat pioneered the concept of show window displays in India with a style that was unique to the company. It was professionally managed, with an exclusive team handling the motif and the design. Every month the direction to decorate the show windows were given by a mailer prepared by special decorators. Sales personnel in each store were trained to be window decorations too. Recently, these windows had to be done away with because the company thought that they should follow the contemporary practice of free-access retailing, where all merchandise pairs are displayed in open shelves to enable customers to help themselves. Remember, in India footwear is always tried on a footstool and bought after considerable service extended by the salesperson personally. Free-access retailing may work when there is adequate space inside a store to move around. The effect of such `pigeon-hole’ free access is that they give an impression that they are Bobcat’s R-Pair outlets. What can now entice the customer into entering a Bobcat store ? Customer Service Though Bobcat faces tough manpower challenges (the store sales personnel and managers have separate labour unions), the sales personnel who are on its permanent rolls are trained in selling footwear. However, there is a large proportion of untrained temporary hand. Further, salespersons do not wear any uniform and hence customers can hardly identify them. There is as yet no loyalty programme to create customer stickness to any store or the brand, and most of the stores are not connected by a central information system or ERP (enterprise-wide resource planning) as the organization has its limitations when it comes to investing in such initiatives. Organized retail companies need to have non-negotiable standards of customer service or they will lose customers to its competitors. The company is now losing its market share despite its strong position in categories like men’s footwear, children’s uniform shoes, etc. However, the number of stores it has around the country is around the same, at 1,200. The company now needs to put together a plan for both its survival and growth on a war footing. The top management is revisiting its strategies in every functional area to turn the company around. 3 K-823 Questions for Discussion : 1. What store format mix would you recommend for the company ? 2. Did the company do the right thing by extending the in-store brand to the wholesale channel ? What should it do now ? 3. What course should the company take in the area of merchandise presentation and visual merchandising ? 4. What would you recommend to improve customer service in the stores ? 5. Should the organization plan a customer loyalty programme now ? 6. Can Bobcat recover its leadership status in retailing in terms of its differentiating capabilities ? Discuss.
STRATEGIC MANAGEMENT [Max. Marks 80 [Min. Marks 32 Special Note : Word limit for answer of each question is 250 to 300 words. Note : Attempt any four questions (out of seven questions) from Section A. Each question of Section A carries 15 marks. Section B carries 20 marks. (A Case Compulsory) Section A 1. Explain process of Strategic Management along with its merits and demerits. 2. Discuss relevance of vision, mission, objectives, goals and strategy in a Business Organisation. 3. Explain relevance and differences of ETOP and SWOT. 4. Explain Planned and Unplanned Changes with suitable examples. 5. Discuss relevance of creativity and innovation in building Learning Organisation. 6. Discuss the five generic competitive strategy with suitable examples. 7. Define criteria for evaluation and strategic control process.
