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INTERNAL ASSIGNMENT APPLICABLE FOR SEPTEMBER 2019 EXAMINATION
Corporate Finance
1. The risk free Rate of return is 6 %, Return on market is 11% and the Beta of Michelllo Private limited
is 1.1. Estimate the cost of Equity and also mention the steps to calculate the opportunity cost of capital as
per the CAPM Model.
2. Mehta & Mehta constructing company wants to make an investment worth 500 crores in certain real
estate projects. As a financial advisor to the company discuss the capital budgeting process with them,
covering suitable points.
3. Anna dude Enterprises has Rs 5lacs in assets that are financed with 100% equity. Fixed cost are
Rs1.2lacs. The EBIT of Anna dude Enterprises for the year is Rs80000. The applicable tax rate is 40%. In
case its EBIT increases by 10%and reduces by 10%. Define, calculate & interpret the
a. Net income
b. Return on equity
Logistics Management
1. The shift towards greening the supply chain through an environmentally friendly logistics network
design is not only to abide by governmental regulations but also to meet customers’ expectations and
social responsibilities. Explain how you will plan for implementation of green manufacturing and the
areas of application of green manufacturing you may consider.
2. You are in the process of designing the Physical Distribution system for your organization. Discuss the
two major objectives and the six influencing factors that you will focus on to meet customer service goals.
Give examples.
3. You are the manager of a museum store that sells historical replicas. The following are the data of
actual sales for last 6 years
Year 2014 2015 2016 2017 2018 2019
Actual sale 400 600 500 300 700 500
a. What should be the forecast for 2020 using 3-period moving average method?
b. When requisite data are not available what options are available to make a short term forecast? Explain
very briefly any one of those methods explaining the limitations if any.
Operations Management
1. Explain how the operations strategies are different when applied to a service company such as “Indigo
Airlines” versus an aircraft manufacturing company such as Hindustan Aeronautics Limited (HAL).
2. What are the key factors that firms consider while choosing a location to operate? List five major
reasons, why any Pharmaceuticals manufacturing firm should operate (locate its factory) in India.
3. Bhanji has spent nearly two decades working at Metro Brands, which was started by her grandfather as
a stand-alone store in Colaba in 1947 and has since grown to over 500 stores across the country. She
radiates enthusiasm for retail. “I’ve only ever worked here. I came here straight after my undergraduation.
It’s not like a business where you don’t see an end result. You put something in the store, within a week
you know how that shoe is working. You see new creations, you see new ranges," she says.

Keeping in touch with the ground realities of retail is essential to corporate strategy. “From being purely a
product brand, we have become a retail brand. When you walk into the Colaba Metro store, the collection
will be different from the Linking Road store. We curate the product for each store. I want the best
collection for a customer who walks into a store," she says.
Two years ago, Bhanji and her team implemented Eli Goldratt’s Theory of Constraints (TOC), a
management philosophy that leads to profit improvement through greater efficiency in business
processes.
“Theory of Constraints brought efficiency to our front end, helping the way we sell go from art to science.
For example, 40 new designs are introduced into our system every week. After four weeks, we address
how they have sold. We had thumb rules to check what happens, and decide if a design worked. It is like
an art, but applying TOC helped us make it a science."
The project came with management challenges for Bhanji, including getting on board the front line supply
chain teams who had to adopt the new technology.
“TOC wasn’t so tough from a technology angle, but it was supremely difficult from our mindset angle.
How do you tell someone that the computer may know some things better than you?" she says, as the
legacy brand has a number of long-time employees.
a. Explain the concept of “Theory of Constraints (TOC)”.
b. What all possible challenges Bhanji might face with the TOC?
Essentials of HRM
1. Discuss the process of induction (not a traditional one) being followed in any organisation. (It should
not be the traditional way of induction, please cite only those which are different from traditional
methods)
2. Kiara Enterprises is a very small organisation dealing with export rejected clothing. They are growing
slowly but steadily. Kiara, the owner now wants to expand it a bit more and hence opts for Human
Resource planning. It is advised to them to go for qualitative methods for demand forecasting as they
have limited funds. Discuss all three qualitative methods of demand forecasting. Conclude by suggesting
the best method suited for Kiara’s organisation.
3. Swati and Prashant are both working as sales managers. Swati was chosen for Assessment Centre
whereas Prashant for Development Centre, of which they were not clearly aware. Few months later Swati
got promoted which agitated Prashant as he thought his performance was also good. Prashant went to the
HR head to discuss the same. In context of the case answer these questions:
a. Explain to Prashant why Swati got promoted.
b. Explain to Prashant what a Development Centre is.
Total Quality Management
1. Cost of Quality is an important business practice. By knowing Quality Costs, it can help business’s find
and correct problems and the costs to attain quality. Explain how you will implement cost of quality in
your organization. In your opinion should the organization spend more on cost of good quality or cost of
poor quality? Explain with reasons/examples.
2. You are appointed the Management Representative of your organization to implement ISO 9001.
Explain the steps you will take to successfully get the ISO certification for your organization.
3. You are attempting to develop a quality monitoring system for some parts purchased from Perfect Parts
Manufacturing Co. These parts are either good or defective. During each delivery a sample of 500 units is
sampled and the number of defective units in the sample is noted. The average defect rate is 3.5%.
a. Develop the upper and lower control limits (z=3).
b. What is process capability index and what will be your objective in finding the process capability?
Strategic Management

M/s Swadeshi is planning to start up a new business for Indian traditional clothes. The product will be
sold online and there will be few retail outlets in major metro cities. The founder Mr. Ashish is of the
opinion to do a detail and through market scanning before entering into the market.
Mr. Ashish appoints you as a consultant for M/s Swadeshi that deals in manufacturing and selling clothes
online and offline stores. The company plans to give competition to brands like Manyavar and Mohey.
The company plans to provide quality product at lower price. The company plans to save lot of cost
because of online selling. The website URL is www.swadeshi.com. The Company differentiates itself by
selling only Indian Traditional clothes for all age groups.
1. As a consultant you have been asked to prepare a STEEP analysis report and present the findings to the
top management.
2. Analyze the business www.swadeshi.com from Porter’s approach to industry analysis perspective.
3. Answer the below questions:
a. Prepare a SWOT Analysis for www.swadeshi.com.
b. Explain any two types of forecasting techniques that company should use for
analyzing future demand. Explain the same with reason.
Taxation- Direct and Indirect
1. Mr Bob is a resident of London. He visits India to understand the business environment. He is keen to
start up a business in India. However, he is not aware of the tax structure prevalent in India. As a tax
consultant, discuss with him the tax structure in India post the introduction of Goods and Service Tax Act.
2. Income from house property is the only income that is charged on the notional basis. It means that the
incidence of tax depends not only on the income earned from the property, but also on the inherent
potential of the property to earn income. Tax has to be paid even in cases where no income is being
earned. Discuss the Cases where income from house property is not chargeable to tax under the head
‘Income from House Property and thus chargeable under any other head.
3. Following information is available for Mr. Saurabh Pandey for Assessment Year 2019-20 with respect
to the premium paid of life insurance during Financial Year 2018-19.
PLEASE FIND THE TABLE BELOW
Policy Issue
Date In the name of
Capital Sum
Assured
% Restriction
of Sum
Assured
Insurance Premium
Paid in
Financial Year
2018-19 May 01, 2015 Spouse 1.5 lacs
10% Rs 20,000 May 31,2012 Self 2 lacs
20% Rs 50,000 June 01,2015 Daughter with a disease specified under section 80DDB 3 lacs
15% Rs 60,000 Jan 01,2013
Son with a disease
defined under Section
80DDB 2 lacs
10% Rs 40,000 May 01, 2015
Parents 5 lacs
10% Rs 75,000
a. Calculate the total eligible deduction, as per Section 80C, with reasons for each payment inclusion and
exclusion, for Mr. Saurabh Pandey

b. Discuss, briefly the eligibility norms and provisions for claiming deduction under the said section.
Consumer Behaviour
1. Parachute is known for its range of coconut-based hair products, manufactured by Marico. While their
flagship product is their Parachute coconut hair oil, over the years they have extended the brand to make
Parachute Advansed Oil for specialized hair care needs and Parachute Advansed Body Lotion for skin
care needs. What is Stimulus Generalization? How has Parachute generalized the stimulus of “goodness
of coconut” into its brand extensions?
2. Consider you are in the market for a luxury watch. Enumerate the steps in this purchase using the
Consumer Decision Making Model: Input, Process, and Output.
3. a) Explain the different adopter categories in the Innovation adoption process, taking the example of
any innovative product of your choice.
3. b) What are membership groups and symbolic groups? Discuss 1 membership group and 1 symbolic
group from your life.
Organisational Theory, Structure and Design
1. As the HR head of a Jubiliant Hospitalities, you have to create an Organizational Structure. Jubiliant
has a pan India presence with an employee strength of 5000. They own three-star properties and cater
majorly to corporate houses. Their key departments are business development, operations and Guest
management teams. The company believes in empowering employee and is looking at creating an
inclusive and transparent work culture. Explain the elements to be considered while finalizing the
structure.
2. Healthcare Pharma wants to conduct an internal analysis to understand the future of the company. Top
management wants to conduct an internal environment analysis for effective planning. Suggest some
techniques that can be considered for this exercise.
3. Arunam works for Hitech Solutions, a software development company. Organization wants him to
improve the diversity score of the company. Arunam feels that the company has been very close-group in
the past. Diversity was not a part of the DNA of the company. He fears that old employees may feel
threatened or become skeptical of these changes. He believes that the company should systematically
introduce this change and plan for it.
a. What could the Factors that have prompted the company to focus on Organisational Diversity. Do you
think the company will benefit from this move?
b. Using the Kotter’s Eight-step Model, enumerate the steps needed for implementing change in Hitech
solutions.
International Business
1. George Bush gave Chinese Premier Li Peng a gift of cowboy boots embroidered with the American
and Chinese flags in it. This act was criticized widely by many diplomats on account of a significant miss
on the part of administration protocol experts. Discuss the above case highlighting the importance of
culture in international business.
2. Discuss how McDonald illustrate the blend of product standardization and Product adaptation strategy
in international business.
3. Corporate social responsibility has been widely accepted and practiced in most of the organizations
throughout the world.
a. Discuss any one company’s CSR Initiatives which has inspired you for all these years. Highlight the
initiatives with respect to CSR Activities.
b. Enumerate the Benefits of CSR.
Enterprise Resource Planning

1. Cloud ERP solutions have already become popular. Cloud technology allows for fast and remote data
access without any specialized Information Technology (IT) staff and complex technical configuration.
With cloud-based solutions, organizations get an ability to focus on core competencies, save their costs,
and get strong user support. By adopting cloud-based technology for Fintech, businesses ensure the high
level of productivity and innovation in their internal processes. With cloud-based systems giving access
from any spot, a company can now be run from home. All the stakeholders of your business will
appreciate this comfort. Operating business from mobiles, not from desktops, is another benefit cloud
gives to people. With the help of an example of a company in the financial service sector, mention the
challenges faced in the cloud implementation journey and the benefits reaped.
2. With the rampant increase in the number of start-ups, organizations are drawing towards using open-
source ERP packages. Give an example of an organization that uses open source ERP to manage its
processes. What are the benefits of open versus on premise ERP solutions?
3. Over the past decade, large companies have invested billions of dollars and a lot of time trying to
simplify the business processes and technologies they use to keep their organizations running. When
everything goes smoothly with these so-called ERP projects, the ratio of savings to dollars invested
typically increases over time. When plotted on a graph, the return on investment looks something like
Nike's trademark "swoosh," plunging as the firm spends more than it saves early on, but then moving
upward as the company becomes a leaner, more efficient entity. Unfortunately, the return on investment
for many organizations looks more like a "W," as the streamlining effort starts and stalls and starts again,
resulting in disastrous detours and cost overruns. Savings, if they come at all, occur many millions of
dollars and many months later than planned. Why does enterprise resource planning, or ERP, work so
well for some companies and not for others?
After studying dozens of these projects over six years, we concluded that executives need to think more
broadly if they want enterprise resource planning to pay off. Too many executives see ERP solely as a
technology project, believing that if they buy a new software system, inefficiencies will magically
disappear. It's no surprise that it doesn't work that way. Instead,they need to treat ERP as a transformation
effort involving three areas of their business: processes, technology and spending.
a. Give an example of a failed ERP project and the lessons learnt thereof.
b. What are the factors organizations need to consider to for a successful ERP implementation?
Business Statistics
1. What is sampling distribution? An automobile manufacturer claims that a particular model gets 28 KM
per liter of petrol, but the Environmental Protection Agency, using a sample of 50 automobiles of this
model, finds the sample mean to be 26.8 km/ltr. From previous studies, the population standard deviation
is known to be 5 km/ltr. Could we reasonably expect (within 2 standard errors) that we could select such a
sample if indeed the population mean is 28 km/ltr? Justify.
2. Raj studios a Tollywood casting company, is selecting a group of extras for a movie. The ages of the
first 30 men to be interviewed are.
50
56
55
54
55
61
49
52
57
60
51
59

56
57
56
62
52
54
55
49
52
61
60
51
57
56
59
52
54
49
The director of the movie wants men whose ages are grouped around 50 years. The director suggests that
a standard deviation of 3 years would be acceptable. Does this group of extras qualify to the director’s
requirement?
3. Historically, diesel has mostly been cheaper than petrol in South Africa, though this has not always
been the case, and not a trend seen around the world. One of the key differences in the pricing of diesel
versus petrol, is that diesel prices reflect wholesale prices, not the price you would pay at the pumps. For
example, the wholesale inland diesel price for August was at R10.96 at the beginning of the month, while
Caltex’s retail version – Caltex 50 diesel with Techron – sells at R11.33 per litre. Over the past decade,
both the petrol and diesel prices have seen some significant fluctuations, but petrol (95 grade) has seen the
biggest overall increase, having jumped 75.4% since 2006.
The graph and table below show how the prices have changed year-on-year, between August 2006 and
August 2016.
Year Petrol-Unleaded 93 Petrol-Unleaded 95 Diesel 0.05%
2006
R6.92
R7.04
R6.54
2007
R6.88
R7.01
R6.51
2008
R10.20
R10.40
R11.27
2009
R7.52
R7.69
R6.65
2010
R8.02
R8.17

R7.38
2011
R9.91
R10.09
R9.30
2012
R10.83
R11.04
R10.25
2013
R13.32
R13.55
R12.48
2014
R14.08
R14.33
R12.84
2015
R13.01
R13.26
R10.94
2016
R12.08
R12.35
R10.96 Source: Department of Energy; Inland prices, August The fuel price is affected by two major
components: the global oil price, and the currency exchange rate between the rand and the dollar.
Between 2014 and 2016, fuel prices (both diesel and petrol) have shown a year-on-year decline, boosted
by a much lower global oil price, which has dropped below $50 a barrel, with little hope that it will
balloon past that level in the near future. However, much of the benefit delivered by lower oil prices has
been undone by weakness in the rand – brought about by a struggling economy, poor growth policies and
a number of political scandals involving president Jacob Zuma. a. Explore the trend in the petrol price
(for both unleaded 93 and unleaded 95) using regression trend analysis. Using the data, forecast the petrol
price for 2017, 2018 and 2019.
b. Explore the trend in the diesel price using regression trend analysis. Using the data, forecast the diesel
price for 2017, 2018 and 2019. Out of the three regression models, which model is the strongest in
predicting the fuel price?
Supply Chain Management
1. The globalization of drug supply and the advent of game-changing technologies are reshaping the
pharmaceutical industry, for better and for worse. The pharmaceutical industry is one of the most
essential, fast-paced and regulated industries that exists.
Therefore, the absence of an efficient and fit-for-purpose supply chain will have wide-reaching
implications for profitability, drug quality, innovation and ultimately, health outcomes. Pharma has relied
on outdated and overly-complex supply chain networks for too long. To support people to live healthier
and longer lives around the world, a radical overhaul of the supply chain is needed to streamline
processes, drive efficiency and uphold quality. With the help of an example of pharmaceutical company
elaborate on how it manages its supply chain effectively with the help of Information Technology (IT)?
2. Collaborative Planning, Forecasting and Replenishment (CPFR) is a concept that aims to enhance
supply chain integration by supporting and assisting joint practices. CPFR seeks cooperative management
of inventory through joint visibility and replenishment of products throughout the supply chain.

Information shared between suppliers and retailers aids in planning and satisfying customer demands
through a supportive system of shared information. This allows for continuous updating of inventory and
upcoming requirements, making the end-to-end supply chain process more efficient. Efficiency is created
through the decrease expenditures for merchandising, inventory, logistics, and transportation across all
trading partners. With the help of an example discuss the phases in a CPFR implementation and its
successful implementation.
3. Having a current, flexible sourcing strategy can not only reduce costs and increase efficiency, but also
serve as a competitive advantage to help organizations increase the top line. Supply chain costs, primarily
procurement and transportation, can range from 50 to 70 percent of sales, depending on industry. So it is
critical to spend considerable time on developing your organization's strategy. Periodically reviewing
your sourcing strategy ensures you will achieve desired results and continue to align
with business objectives. Successful sourcing requires a thorough understanding of a company's business
strategy, the resources required to deliver that strategy, and the market forces and unique risks within the
company associated with implementing specific approaches.
A large e-retailing organization has appointed you as a consultant to help them design their distribution
network for electronic appliances. Customers tend to place a single order for the products with different
brands in the order.
a. Which network design is most suitable in this case. Justify your answer.
b. What are the benefits and drawbacks of the network design you have selected?
Financial Accounting & Analysis
1. A dealer of Mobile TV has the following items in inventory as on March 31,2018
PLEASE FIND THE TABLE BELOW
Item Quantity Cost Price per unit Market price per unit Nokia 50 100000 98000 Samsung 70 88000
90000 Sony 100 120000 115000 Motorola 80 75000 76000
Discuss the accounting standard which talks about inventory valuation. Also, find out and define the
overall value of inventories as per the applicable accounting standard.
2. Define and Discuss the concepts of prepaid expenses and outstanding expenses and their impact on the
income statement and Balance Sheet of an Entity? In case of firm A which largely has the balance of
prepaid expenses and another firm B which largely has the balance of outstanding expenses, what does
this reflects? Discuss
3. a. A logistics company sold a car of Rs 2.5 lacs. The company had purchased the car three years back
for Rs 10 lacs and had depreciated the same using straight line method of depreciation, assuming its
useful life to be five years and a residual value of Rs77760. Calculate the WDV after charging
depreciation for third year, accumulated depreciation for three years and profit on sale, if any. (5 Marks)
b. Consider the following transaction pertaining Ammar’s business-
1. started business with cash Rs 3 lacs
2. Purchased goods for cash Rs 1.2 lacs
3. purchased goods on credit Rs 60000
4. purchased furniture for cash Rs 20000 5. deposited RS 50000 in the bank
Perform transaction analysis for each transaction undertaken and present accounting equation for these
transactions.
Customer Relationship Management
1. In your opinion, what are the most crucial performance criteria for the performance of a website while
trying to enter into a long-term relationship with customers?
2. Even though CRM is not always successful, from your own experiences and observation, enlist 5
successful applications of CRM & reasons for their success.
3. To construct a customer profile with optimum indicators and/or criteria resulting in a rich profile is a
challenging task. Your senior at your organization has entrusted you with the job to lead your team to
conduct this activity.

a. Prioritize 10 criteria for your organization / industry to develop the customer profile as per the
relationship policy.
b. From which sources are these data most likely to be collected.
Business: Ethics, Governance & Risk
1. The ubiquitous cctv cameras are everywhere and meant to monitor as well as protect you in your
workplace. What according to you are the pros and cons of using video surveillance in work place for
monitoring employees (two each)? (10 Marks)
2. In your organization, ‘Smart Solutions’, a midsize IT services company, one of your senior team
member has turned whistle blower, blowing whistle on malpractices employed by the business. While
discussing the issue of ‘Whistleblower versus organizational loyalty’, informally with your other team
members, what according to you are the four important points that need to be addressed in this
discussion? List those four points and explain your point of view on each of them. (10 Marks)
3. a. You are Business Head of Ben & Jerry ice cream in Sri Lanka. One day you discover that the most
senior officer of your company’s venture in Sri Lanka has been ‘borrowing’ equipment from the company
and using it in his other business venture. When you confront him, the Sri Lankan partner defends his
action. After all, as part owner of both the companies, isn’t he entitled to share in the equipment. How
will you deal with such cross cultural gray areas and what tools will guide your decision making process?
(5 Marks) 3. b. ‘Professionals such as accountants and lawyers have duties and obligations that other
people do not.’ Why is that so? Discuss your point of view and its supporting arguments. (two points of
view with explanation is good enough) (5 Marks)
Financial Institutions and Markets
1. Nishant is a fresh MBA Graduate who got placed in a wealth advisory firm. On his first day of his
induction, his manager asks him to prepare assignment any two each from money market and capital
market instrument that he would advise his client to invest in. Help Nishant with his assignment. (10
Marks)
2. XYZ Private Limited company wants to raise fresh capital from the primary market. As a financial
advisor to the firm advise the various techniques which the company can use in order to raise fresh capital
from the primary market? (10 Marks)
3. “In 2008 the world economy faced its most dangerous Crisis since the Great Depression of the 1930s
and brought back to light the role of state intervention in regulating regulatory market”.
a. In regard to the above statement discuss some of the reasons for state intervention in regulation of the
financial market? (5 Marks)
b. Highlight the benefits of state intervention wrt Indian Context (5 Marks)
Marketing Research
1. 40 years back, Sita Travels was a renowned brand in Delhi, in the travel and tourism industry. The
company boasted of a loyal clientele, competitive travel packages, efficient and motivated employees and
a vision to become the No. 1 player pan India. In those days, the industry comprised few players hence
there wasn’t too much competition to be faced. However, in recent times, with the online platform and
players emerging such as Makemytrip, Trivago, Yatra etc. offering packages at throwaway prices and
reaching out at minimal costs to the mobile savvy, internet savvy consumer, it is indeed giving the
traditional companies a run for their money. Loss of clientele, revenue and market shares have made Sita
Travels sit up and wonder as to what needs to be done to address this issue. Towards this management
problem, state the research objective(s) and propose a research design for this study; describing the
secondary and primary sources of data, research design, research method, target respondent, contact
method etc. (10 Marks)
2. The beauty care industry comprising make-up, personal care, skin and hair care product categories,
grapples with a lot of controversy around the safety of products, rampant use of colour and chemicals,

products being carcinogenic and unsafe for us. While some marketers have seen this as a market
opportunity to sneak in with so-called natural, herbal, ayurvedic products, for the larger majority, this still
remains a challenge. The Beauty Care Industry Association is planning to conduct a research to examine
the consumer psyche: her consumption and purchase habits, her attitude, satisfaction levels, perception
about different products, opinion about carcinogenic elements and unsafety etc. It has been decided to
conduct a quantitative, questionnaire- based survey among women from all socio-economic sections. The
industry wants to identify the key factors associated with the decision-making of products among women;
based on advanced analytical tools. Design a questionnaire keeping in mind all the research objectives of
this survey and the appropriate scales that should be used for advanced analysis. (10 Marks)
3. A national chain of casual and formal men’s wear is interested to understand the preferences of men
when it comes to the purchase of clothing. The objectives of the research are:
-à-vis other competitor
brands In particular, the management wants to understand the as to how the buying behaviour or
preferences of men for clothing are influenced by variables such as (1) occasion of use (2) geography of
the customer (3) income group of the customer and (4) competition A list of customers has been procured
from internal company records. Their personal records also include information on their personal income
and geography. a. Assuming that the management has entrusted you with this research, if a sample has to
be drawn from this sampling frame, which sample selection method would you choose and why? Suggest
any two methods and justify your answer. (5 Marks)
b. If you have to prepare an Analysis Plan for this research, which simple and advanced analytical tools
will you recommend for analyzing the data ? Suggest atleast three tools and support with a justification.
(5 Marks)
Services Marketing
1. A woman entrepreneur is planning to set up an e-shop for a range of costume jewelry made of silver
and semi-precious stones. Saira’s is the jewelry brand which is being targeted at girls and women aged
13-50 years. Since she doesn’t have lavish budgets to promote Saira’s, she is evaluating the following
routes:
s.
-of-web through social networking sites such as Facebook and Twitter, consumer blogs etc.
-parties or kitty parties of women; an option based on word-of-mouth and consumer referrals
What are the various strategic, tactical and locational considerations / factors that she should keep in mind
for deciding the most appropriate channel (s)?
(10 Marks)
2. V4kids.com is a recently launched online / e-tailing store which sells a wide variety of kids products
for the age-group 2-12 years, ranging from stationery and school supplies, clothes, shoes, toys, board
games, gaming apps, sports equipment, books, magazines, e-book readers, tablets, notebooks / mini-
laptops, ipods, etc.
Currently, V4kids.com faces competition from online stores such as Amazon, Snapdeal, Flipkart,
Babyoye, Firstcry etc. besides the traditional retail brands such as ShopperStop, Hamleys, The Toy Store,
Child Junction etc. and also the retail
counterparts of online stores such as FirstCry store - which offer a wide range of children’s products.
To reach out to the market, V4kids.com is planning to create awareness about its online store, the range of
products, membership programs and its weekly hot deals –
all in one go. For this purpose, V4kids.com is planning a slew of advertising campaigns across different
media.
Discuss the 5W’s of the Integrated Service Communication Model for V4kids

(10 Marks)
3. One classic advertising and service recovery strategy used by companies involves turning a
disadvantage into an advantage. For example, a small car rental company who did not meet customer
expectations, ran a campaign “we are trying harder”.
Recently, the Domino’s pizza chain took such an approach to the extreme. Marketers developed an
advertising program to address the problem of slowing sales in a declining economy. The first wave of
television commercials featured clips of consumers in focus groups, discussing Domino’s, providing
statements such as “Worst pizza I ever had; totally devoid of flavor”, “Domino’s pizza crust is to me like
cardboard” and “The sauce tastes like ketchup”.
Domino’s had been able to maintain its market share during the economic downturn. At the same time,
employees and company managers were concerned about the quality of the products being offered. The
advertising program was created to apologize for poor quality pizza with the promise to do better by
creating pies with improved ingredients and better recipes, which lead to a complete menu overhaul
during a 4-year period beginning in 2008. “We think that going out there and being this honest really
breaks through to people in a way that most advertising does not” explained the CEO Patrcik Doyle.
Some marketing experts expressed concern that consumers would not listen carefully to the message.
They would hear the part about poor quality but not the part about improving. Doyle believed that the risk
was worth taking.
When the roll-out of new and improved pizzas at bargain prices commenced, a new advertising campaign
was launched, featuring the comment, “We are only as good as our last pizza. So tell us how yours was”
followed.
Domino’s had already introduced the pizza tracker feature to its website, which allows customers placing
an online order at the Domino’s website to follow the progress of the order from the shop to the front
door. Users receive an email directing them to the order tracking page within seconds of placing an order
and without having to refresh the page, are told precisely when their pie is placed in the oven, checked for
quality assurance and dispatched to their home. The pizza tracker informs the customer who was
responsible for an individual pizza during preparations and delivery.
Following the completion of the transaction, the customer can provide feedback directly to the store
where the pizza was made, which opens lines of communication with individual stores and managers
rather than the larger corporation. The pizza tracker program insists that individual store owners will
listen when customers are dissatisfied. By naming the actual individual responsible for any service failure,
the store manager can improve operations on an employee- by- employee basis. Over the course of the
next apology campaign and new emphasis on customer feedback, sales increased dramatically during the
next two quarters.
The company once again was willing to risk customer backlash, even mildly taunting the pubic with the
“Oh yes, we did” tag line. Time will tell if these two maneuvers will generate long-lasting, positive
effects for the company.
PLEASE CHECK BELOW
a. Evaluate the Service Recovery System of Domino’s and suggest few other innovative methods to
recover the customers (5 Marks)
b. Create a Service Blueprint for Domino’s home delivery operations covering all the various methods of
placing an order (5 Marks)
Project Management
1. What are the types of cost estimates would you consider in cost estimation? (10 Marks)
2. Explain with a suitable example the concept of project charter. (10 Marks)
3. You are the project manager of a construction company. The company has a plan of developing a
housing project.
a. Explain the steps that you will consider in planning the project (5 Marks)
b. Explain the project planning tools that you will consider while preparing the project report. (5 Marks)

Commercial Banking System & Role of RBI
1. Non fund based credit facilities forms an important functions of the banks. Discuss some of the non-
fund credit functions of the commercial banks (10 Marks)
2. Central bank is the apex monetary institutions in the money market. Discuss some of the important
functions of the central banks. (10 Marks)
3. Mr. Panchal owns a plastics extruding company. Plastic Moulding Inc. He recently been successful in
landing two offshore orders for plastic parts required in the automobile and food processing industries.
With the help of Letter of credit Mr. Panchal wants to enter into few newer trade agreements with a
Brazilian manufacturer.
a. Discuss the mechanism of letter of credit (5 Marks)
b. Discuss the advantages for sellers and buyers with respect to Letter of Credit. (5 Marks)
Retail Banking
1. Retail Banking are redefining the ways banks works with respect to the technology, delivery, services
and so on. Keeping in mind with the changing dynamics in the retail banking sector. Write an article
stating how technology is shaping the retail banking industry in the recent era. (10 Marks)
2. Shriram has recently graduated from a reputed MBA college and got placed in a private sector bank.
His manager asks him to prepare assignment on different types of lending which are carried by banks in
day to day operations. Help him to prepare with his notes. (10 Marks)
3. We live in an era where “Growth and equality is given importance”. Despite witnessing progressive
growth in economy post liberalization, yet nearly 75 % of the households are deprived to access basic
Financial Facilities and services.
a. In lieu of the above statement write short note on financial inclusion and how it is shaping our nation.
(5 Marks)
b. Discuss some of hindrances which impend the way to financial inclusion. (5 Marks)
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