SYMBIOSIS INSTITUTE OF BUSINESS MANAGEMENT,

BENGALURU



SESSION PLAN

2013-15 Batch
Semester III
OPERATIONS
(June 2014 October 2015)







This material is strictly for private circulation at SIBM- Bengaluru




Guidelines for students for re-conducting of Internal Evaluation components:
a) It is applicable only for the students hospitalized (proper medical documents),
students travelling on official duty with prior approval for placement visits, sports,
competitions etc from PGP office.
b) Application should be given to PGP office with 5 days from the date of evaluation
conducted. Retest will be conducted for only those students who fulfill the retest
criteria; after the approval of PGP Chairperson.
c) All the retest will be conducted by the PGP office. There will be no exception made.
The marks for the internal components will be displayed periodically by the Exam
department. In case of any discrepancy, student should bring it to notice of faculty
within three days of display. No request for change will be entertained later.



Semester III

Course Code Title of the Courses Credits Ext Int Marks
External Courses 21 40% 60% 1050
Operations Management (7 to be chosen)*

020841329O Global Market Structures & Dynamics 3 60 90 150
020841330O Services Operations Management 3 60 90 150
020841331O Project Planning, Analysis & Management 3 60 90 150
020841332O Supply Chain Management 3 60 90 150
020841333O World Class Manufacturing 3 60 90 150
020841334O Total Quality Management 3 60 90 150
020841335O Global Outsourcing 3 60 90 150

Internal Courses 8 -
100
% 400
Electives (3 to be chosen)* 6 300
020841339F(el) Commercial Banking 2 100 100
020841341M(el) Customer Relationship Management 2 100 100
020841347HR(el) Talent Acquisition & Retention 2 100 100












Course Title: Global Market Structures and Dynamics
Instructor - TV Balaji
Objectives
To introduce the basic concepts global market structures.
To introduce the concepts of commodities markets and trading in commodities
markets
To develop decision making skills in todays dynamic business environment
SESSION PLAN:
Session
No.
Topic to be covered Materials Used/Case
Study/Presentation/P
roject
1 1. Introduction to Basic concepts in finance and Financial
Maths

2. Definition & Function
o Raising of Capital
o Transfer of Risk
o Transfer of Liquidity
o International Trade
3. Types of Financial Markets
o - Capital Market
o - Stock Market
o - Bond Market
o - Commodities Market
i. Energy Products Market
ii. Agri-Products Market
iii. Metal,ores, minerals and non-tangible
commodities (emission trading, electricity)
market
o Derivatives Market
i. Forwards
ii. Futures
iii. Options
iv. Swaps
4. Foreign Exchange Market

5. Insurance Market
Concepts and CP

Concepts and CP




Concepts, Cases,
presentations and CP










6. Money Market
o -Call Money
o -Treasury Bill
o -COD
o -Commercial Papers
7. Basics of Trading & Hedging

8. International Supply & Demand
o Supply and demand for commodities
o Volume, flows/distribution, production,
consumption,
o Different exchanges & indices
o Different markets and players: banks, hedge
funds, trading companies, exchanges,
governments
9. Applied statistics & probability
o Fundamental of Statistics
o Regression Analysis
10. Price Dynamics
o Spot Price Behavior
o Mean Reversion
o Volatility & Seasonality
o Role of forward curve when trading
o Shape of the curve and relationship with spot
prices
11. Technical Analysis & Prediction Tools
o Charts & Patterns
o Candlesticks
o Trend Lines
o Moving Averages
o Time series Analysis
o Fibonacci Series





Concepts, Case and
CP

Concepts and CP

Concepts and CP





Concepts, cases and
CP

Concepts, Case and
CP





Concepts, Cases and
CP


Concepts, CP and
Presentations





Concept and CP




Suggested Readings
1. International Business : Environments And Operations : by John D. Daniels, Prashant
Salwan, Daniel P. Sullivan, Lee H. Radebaugh
2. Derivatives By John Hull. Prentice Hall
3. A Traders Guide To Indian Commodities Market - by Vijay L Bhambwani

Evaluation pattern
SL no Component Marks
1
Quizzes/ Class
test 30
2 Mid term 40
3 Assignments 10
4 Presentation 10
Total 90
Course Title: Services Operations Management
Instructor: Aravindan Ramachandran
OBJECTIVES: This course will explore issues which represent challenges for managers of service
operations in the "pure" service sector (banking, travel and tourism, healthcare, etc.) and within the
service functions of manufacturing (after sales support, training, financing, etc.).
This course concentrates on the problems and opportunities found in large companies in rapidly
changing industries. Identifying effective strategies and specific techniques for process planning and
control, service quality, productivity etc. are important in the development of managerial
competence in service operations.
METHODOLOGY: PPTs, Case studies and workshop
SESSION PLAN: (each session is for 1 hour and 30 minutes)
Session
No.
Topic to be covered Materials Used/Case
Study/Presentation/Project
1 Role and nature of services PPT. Project
2, 3 & 4 Services Strategy PPT and strategy case
5 & 6 Service Businesses External Customers,
Internal Customers, Agents
PPT and assignment
7& 8 New services development& Technology in
services
PPT and case study
9&10 Service quality, Service Measurement
Monitoring&Service Measurement Recovery

PPT and Blusprinting assignment
11 Service encounter PPT and Quiz 1
12 Service facility PPT
13 Service facility location PPT
14 & 15 Managing Capacity and Demand PPT and Quiz 2
16 Managing waiting lines PPT and assignment
17 & 18 Capacity Planning & service supply relationships PPT and case study
19 &20 Facilitating goods PPT and assignment
21 & 22 Globalisation of services& Managing Projects in
Services
PPT & workshop
23 & 24 Characteristics Of Well Designed Service
Systems& Power Balance In Services

PPT Project submission

Suggested Readings/ References: Service Management Operations, Strategy,
Information Technology by Fitzsimmons & Fitzsimmons; Mcgraw Hill Publications

Likely Internal Evaluation Scheme:
S. No. Parameter Marks
1 Assignments 30
2 Case study 30
3 Quiz 20
4 Project 10
TOTAL 90


Course Title: Project Planning, Analysis & Management
Instructor: Prof. Vasudevan murthy
SESSION PLAN:
Session
No.
Topic to be covered Materials Used/Case Study/
Presentation/Project
1 & 2 Generation And Screening Of Project
Idea

3 & 4 Capital Expenditure Case - 1
5 & 6 Importance And Difficulties
7 & 8 Market Demand And Situational
Analysis

9 & 10 Technical Analysis Case - 2
11 & 12 Financial Analysis
13 & 14 Analysis Of Project Risk
15 & 16 Firm Risk And Market Risk Case - 3
17 & 18 Social Cost Benefit Analysis
19 & 20 Multiple Projects And Constraints
21 & 22 Network Techniques For Project
Management ( Including PERT, CPM)
Case 4
23 & 24 Project Review And Administrative
Aspects

25 & 26 Project Financing In India
27 & 28 Problem Of Time And Cost Overrun In
Public Sector Enterprises In India
Case - 5
29 Assessment Of The Tax Burden
30 Environmental Appraisal Of Projects.

Suggested Readings/ References:
The Managerial Process by Clifford F.Gray & Erik W. Larson from TATA McGraw-Hill

Evaluation Plan
S. No. Component Marks
1 Individual Test 15
2 Individual Assignment 15
3 Project 20
4 Group Assignments 25
5 Quiz / Puzzles 15
TOTAL 90


Course Title: Supply Chain Management
Instructor: V G Venkatesh
OBJECTIVES:
To give a frame of reference for logistics and supply chain management.
To give knowledge of the functions of the logistics and supply chain systems.
To give knowledge of the relations of the logistics and supply chain systems to its
environment.

METHODOLOGY: Case studies/ Lectures/ Presentation
SESSION PLAN:
Session
No.
Topic to be covered Materials Used/Case
Study/Presentation/Proje
ct
1-2 Introduction to SCM Concepts / Strategy
3-4 Industry Supply Chains With Selected case
studies
5-6 Operations and Supply Chain Planning Steps
7-9 Demand Forecasting
10-11 Fundamentals in Sourcing Management Whirlpool and Li & Fung
12-13 Introductory concepts in Warehousing &
Inventory management

14-15 Distribution Decisions
16-17 Transportation and Freight Management-
Introduction

18-19 Supply Chain Technologies
20 Alliances / Contracts / Agile Supply Chains Case study
21-22 Supply Chain Optimization Introduction
23 Supply chain Re-engineering JDA Case sheets
24-25 Risk Management in Supply Chain
26-27 Performance Measurement and Control APICS Material
28-29 Review of the semester through cases

Suggested Readings/ References:
Chopra and Miendl, Supply Chain Management, Pearson Education (5
th
edition)
Janat Shah, Supply Chain Management, Pearson Education, India
Simichi, Levi, Supply Chain Management, Pearson Education, India
Cases / Online Materials to be distributed

Likely Internal Evaluation Scheme:
S. No. Parameter Marks
1 Quiz (2 X 15) 30
2 Case study 20
3 Class test 20
4 Live Project 20
TOTAL 90


Course Title: World Class Manufacturing
Instructor: Prof. Anand Deshpande
OBJECTIVES: At the end of the course the participants will know and apply the following:
1. Toyota Production System and its elements
2. Application of 5 lean principles and golden guidelines to create lean value stream
3. Theory of constraints and Drum-Buffer and rope model (including buffer
management)
4. Total productive maintenance Practical approach

METHODOLOGY: The participants will learn this course through the following ways:
1. Simulation on Waste Elimination through Plug Game
2. Quiz
3. Consistent evaluation individual and group (Tests)
4. Experience sharing
5. Research on specific topic
6. Text book study / notes dissemination
SESSION PLAN:
Sessio
n No.
Topic to be covered Objective
Materials
Used/Case
Study/Presentation
/Project
1
Introduction to the course
(Session by session breakdown)
Understand the course in detail,
Format of teaching and grading
Presentation Slides
and Case study
2 Toyota Production System Overview of the elements of TPS Toyota way- Liker
Lean , Characteristics of Lean Know Muda, Mura and Muri Notes
3-5
Simulation of Waste Elimination
Five principles of Lean, 8 wastes ,
Guidelines to create Lean Value
Stream
Gain an insight into waste
elimination by playing a plug game.
Understand VA, NVA and ENVA
Learning to See
Dan Jones
6 Value Stream Mapping
Learn As is mapping through VSM Learning to See
Dan jones
7
Visual Management and
Understand 5S tool for
manufacturing and service
Toyota Way
Workplace Organization industries Jeffrey Liker
8 Process Standardization
Understand process sheet and how
to standardize a process
Notes /Slides
9
Production Leveling by Mix and
Volume
In-depth understanding of Heijunka
Toyota Way
Jeffrey Liker
10 Skills Management
Understand application of Skills
Matrix and multiskiling
Toyota Talent -
Liker

Root Cause Analysis and A3
problem solving
Understand 5 Why analysis and A3
problem solving
Toyota Way - Liker
11
Policy Deployment and Balanced
Scorecard
Transform vision into measurable
metrics on the floor
Kaplan and Norton-
Balanced Scorecard
12-13 Value Engineering Methods and ways to reduce costs Notes/Research
14-15 Accounting in a Production Unit
ABC costing, Standard Costing,
Target Costing
Notes/Research
16-17
Total Productive Maintenance
- Pillars of TPM
- OEE and its application
- 9 steps and 3 phases of TPM
Insight into practical application of
OEE % . Understand nine steps in
TPM
Research
18-20
DBR model / VATI flow in Theory
of Constraints
Understand basic of TOC and
concept of Buffer Manangement
TOC handbook
21-22
Supply chain management using
TOC
Learn application of Buffer
Management in Supply chain
TOC handbook
23-24 Case Study Team Presentation Apply Lean and TOC to solve case ---------


Suggested Readings/ References:
1. The Toyota Way byJeffrey K Liker
2. The Toyota Way field book by Jeffery Liker
3. The GOAL by EliyahuGoldratt
4. The Machine that Changed the world by James Womack
5. Learning to SeebyDan Jones
6. Creating Continuous flow by Mike Rother and Rick Harris



Evaluation Scheme (Most Likely):
S. No Parameter Marks
1
Simulation on Waste Elimination ( Team
participation)
10
2
Quiz on Value Stream
Mapping(individual)
20
3 Quiz (Individual) 25
4 Take home Assignment (Individual) 15
5 Presentation (Team)/Case 20

TOTAL 90



Course Title: TOTAL QUALITY MANAGEMENT
Instructor: Amitabha Chattopadhyay
OBJECTIVES:
To introduce the basic concepts and importance of Total Quality Management.
To create awareness on Evolution of Quality and Quality Management Systems
To develop an understanding and usage of the tools and techniques of TQM
To enable participants in using Six Sigma methodology for process improvements

METHODOLOGY:
The methodology will include the following:
class room presentation
experiential learning through simulations and knowledge sharing
research on specific topics
individual and group exercises
quiz
case study presentations
consistent evaluation of knowledge gathered through tests
SESSION PLAN:
Sessio
n
Topic Sub-topic
1 Introduction to TQM Definition, Principles, Evolution
2 The Quality Gurus Deming, Juran, Crosby, Taguchi
Overview of QMS
3 QMS standards: ISO 9000, QS 9000, TS 16949,
ISO 14000
3 Quality Awards: Deming Award, MBNQA
4, 5 ISO 9000
6 Team Based Work System
6 Cost of Quality
7 Inspection Systems
8 Overview of Six Sigma
TQM Tools and Techniques
9 SIPOC and VOC
10 KANO Model
11 QFD
12 Data and Sampling, Sampling Plans (AQL)
13 Central Tendency and Variation
13 Histograms and other graphical tools
14, 15 Distributions - Normal, Poisson, Binomial
16, 17 Process Capability Computations
18 Measurement Systems Analysis
19 Process Mapping and Value Analysis
20 Root Cause Analysis - 5-Why, Fishbone, C&E
Matrix
21, 22 FMEA
23 Correlation and Regression
24 Design of Experiments
25 SQC - Control Plan
25 SQC - Control Charts
26 Mistake Proofing (Poka-yoke)
27, 28 Six Sigma Project life cycle
29, 30 Case Study Presentation

Suggested Readings/ References:
1) Total Quality Management by Dale H. Besterfield
2) ISO 9000 Quality Management System Standards by ISO
3) The Black Belt Memory Jogger bySix Sigma Academy

Likely Internal Evaluation Scheme:
S. No. Parameter Marks
1 Quiz 1 20
2 Quiz 2 25
3 Research (Individual) 15
4 Case study presentation (Group) 20
5 Group exercise report submission 10
TOTAL 90


Course Title: Global Outsourcing
Instructor: Aravindan Ramachandran
OBJECTIVES:
Knowing how to make sound decisions about global sourcing strategy ;
Analyse the Past, Present & Future Landscape of Global Services Outsourcing
Study how to develop Strategy & Managerial Competence in Global Sourcing using
real world examples
METHODOLOGY: PPTs, Case studies & workshop
SESSION PLAN (each session is 1 hour and 30 minutes)
Session
No.
Topic to be covered Materials Used/Case
Study/Presentation/Project
1 Introduction, History, trends and Growth of
outsourcing
PPT & Project
2 Strategic Rationale of outsourcing PPT and case
3&4 Core competencies in outsourcing PPT and assignment
5, 6 & 7 Resources, complexities, investment & flexibility PPT and workshop
8 & 9 Types of outsourcing PPT & Quiz 1
10, 11,
& 12
Strategic outsourcing PPT and case
13 & 14 Levels of outsourcing PPT and assignment
15 & 16 Success factors in outsourcing PPT
17 Risks in outsourcing PPT &Quiz 2
18 & 19 Layers in outsourcing & When &What not to
outsource?
PPT and case
20 & 21 Outsourcing Models PPT
22 Outsourcing in Manufacturing PPT and Assignment
23 & 24 Business Process outsourcing& Knowledge PPT and project submission
Process outsourcing

Suggested Readings/ References:
1. Oshri, Kotlarsky, and Willcocks, (2009),The Handbook of Global Outsourcing and Offshoring
2. Alphesh Patel &Hemendra Aran (2005), Outsourcing Success: The Business Imperative,
TMI-ND
3. Strategic Outsourcing: A Structured Approach to Outsourcing Decisions and Initiatives by Maurice
Greaver


Likely Internal Evaluation Scheme:
S. No. Parameter Marks
1 Case study 30
2 Assignment 30
3 Quiz 20
4 Project 10
TOTAL 90


Course Title: Commercial Banking (Elective)
Instructor: Akhilesh Gupta
OBJECTIVES: To provide an understanding of Conceptual, Strategic and Operational issues in
the Management of commercial banks in India
METHODOLOGY: Interactive supported by presentation, case studies, real life examples &
assignments/Project works.
SESSION PLAN:
Session
No.
Topic to be covered Materials
Used/Case
Study/Presentation
/Project
1 a. Introduction & Ice breaking
b. Banks& Financial Institutes (FI):
Pres
2 a. History of Commercial Banking in India Pres
3 a. Outlining organization and activities of &
their role in the financial system
Pres
4 a. Role of various institutions in the
management of FIs.
Pres
5 a. Current status of commercial banking in
India Part I
Project
.6 b. Current status of commercial banking in
India Part II
Presentation /
Group Discussion
7 a. Basel norms Pres
8 a. Trade Finance Part I Pres
9 a. Trade Finance Part II Case Study
10 a. Role of Multilateral FIs
11 a. Mergers and Acquisition, Proj
12 b. Bancassurance and Universal Banking Case Study
13 a. Opportunity for Strengthening the Banking
Organization Part II
Pres
14 a. International Banking Part I Pres
15 a. Microfinance Part I Proj
16 b. Microfinance Part II Case Study
17 a. Legal Issues including the various
governing acts Part I
Pres
18 b. Legal Issues including the various
governing acts Part II (would cover
Business ethics & financial crimes)
Case Studies
19 c. International Banking Part II Case Study
20 c. Opportunity for Strengthening the
Banking Organization Part II
d. Q&A Session
Group Discussion &
case studies

Suggested Readings/ References:
a. NCFM Banking Module
b. BASEL I TO BASEL II TO BASEL III: A RISK MANAGEMENT JOURNEY OF INDIAN
BANKS by Prof. Debajyoti Ghosh Roy, Dr.Bindya Kohli, Prof. Swati Khatkale
(Faculies @ SIBM Pune).

Likely Internal Evaluation Scheme:
S. No. Parameter Marks
1 MCQ - 10*2
2 Project / Assignment Retail Banking in India 25
3 Case Studies Legal / Trade Finance 25
4 Test *2 15*2
Total 100



Course Title: CRM(Elective) 2 Credit Course
Instructor: A. Vidyasagar
OBJECTIVES:
1. Help students understand the concept and practice of CRM derived from research
and applications across businesses.
2. Help students identify opportunities, which can be successfully implemented for long
term profitability.
3. Orient the student towards CRM which is an information industry term for
methodologies, software, and usually Internet capabilities that help an enterprise
manage customer relationships in an organized way.
METHODOLOGY:
Theory Based learning to understand the various concepts.
Case Studies and real life examples to elaborate and apply the theory.
Use of appropriate teaching aids
Periodic quizzes, reflective notes, term papers & project
SESSION PLAN:
Session
No.
Topic to be covered Materials Used/Case
Study/Presentation/Project
1,2,3 The Strategic Imperatives
Conceptual Foundations of CRM
Slides, Caselets, Video
4,5,6 Building Customer Relationships
Economics of CRM
Slides, Caselets, Video
7,8,9 CRM in B2C Markets
CRM in B2B Markets
Slides, Caselets, Video
10,11,1
2
CRM Tools, Techniques and Technologies
Components of eCRM Solutions
Sales Force Automation
Customer Service and Support
Marketing (Campaign Management)
Data warehouse & data mining
Evaluating technological solutions for CRM
Slides, Caselets, Video
Demonstration
13,14,1
5
CRM Tools, Techniques and Technologies
Data warehouse & data mining
Evaluating technological solutions for
CRM
Slides, Caselets, Video
Demonstration
Role of a contact center in building
relationships
Components of a contact center
Economics of a contact center
16,17,1
8
CRM Implementation
The CRM Roadmap
Defining a CRM strategy
Developing a relationship orientation
Internal marketing
Slides, Caselets, Video
Demonstration
19,20 CRM Implementation
Budgeting for Attraction vs. Retention
Learning from Customer Defections
Evaluating Retention Programs
A quick overview of the functionalities and
applications of a few popular CRM products

Slides, Caselets, Video
Demonstration

Suggested Readings/ References:
Customer Relationship Management : A Strategic Perspective by G Shainesh, Jagdish
N Sheth, 2005, Macmillan Publishers India
Customer Relationship Management, Ed Peelen, May 2005, Pearson Education
CRM- Foundation : Baran&Galka

Likely Internal Evaluation Scheme:
S. No. Parameter Marks
1 Reflective Notes on key learning 10
2 Quizzes 20 50
3 Group Work 20
4 Assignment 20
TOTAL 100


Course Title: Talent Acquisition
Instructor: Prof. Y K Shriram
OBJECTIVES:
1. Understand and appreciate the nuances of an efficient and effective
Recruitment and Selection process.
2. Exposure to the art of sound interviewing etiquettes and processes
3. Common pitfalls leading to wrong selection

METHODOLOGY:
The course would be delivered through a combination of lectures on concepts, case
discussions, short and long duration assignments .
SESSION PLAN:
Session
No.
Topic to be covered Materials Used/Case
Study/Presentation/Project
1 Introduction to the concept of talent Lecture
2 Manpower Planning across various sectors Lecture + Exercises
3 Strategic Recruitment Vs Recruitment Strategy Lecture + Discussions
4 and 5 Job Analysis and design Exercises
6 and 7 Recruitment process Lecture + Experience sharing
8 Selection Lecture
9 Psychometric tests in selection Expert speak
10 and
11
Interview techniques and workshop Workshop
12, 13
and 14
Presentation of Group assignments Presentations
15 Fitment Processes Lectures + Caselet
16 Case discussion Case studies
17 Assessment Centres Lecture
18 Birds eye view on Global recruiting Lecture
19 Six Sigma and PCMM Expert speak
20 Course review

Suggested Readings/ References:
1. Human Resource Management Gaining a competitive advantage Noe,
Hollenbeck, Gerhart& Wright 5th Edition, Tata McGraw Hill
2. Human Resource Selection Gatewood, Field &Barrick - Cengage
3. A Managers Guide to Recruitment & Selection .Margaret Dale Kogan Page
4. Assessment Methods in Recruitment, Selection & Performance.Robert
Edenborough. Kogan Page
5. Employee Engagement Sengupta&Ramadoss - Biztantra
6. Differential Workforce: Brian E Becker, Mark A Huselid, Richard W. Beatty.
Harvard Business Press.
7. Strategic Human Capital Management: Jon Ingham. Butterworth Heinman.
8. Select articles to be distributed during the course

Internal Evaluation Scheme:
S. No. Parameter Marks
1 Case discussion 20
2 Individual
submissions
30
3 Group
Presentations
20
4 Long duration
project
30
TOTAL 100