Department of Management Studies, MSU, Syllabus 2008

Department of Management Studies School of Business Studies Manonmaniam Sundaranar University Tirunelveli 627 012

Master of Business Administration Choice Based Credit System (MBA CBCS) Program Regulations and Syllabus July 2008

Page 1 of 42

Department of Management Studies, MSU, Syllabus 2008

Manonmaniam Sundaranar University, Tirunelveli 627 012

Master of Business Administration Choice Based Credit System (MBA - CBCS)
Program Regulations and Syllabus For those who joined in 2008 09 onwards 1. 2. 3. 4. Program: Master of Business Administration (MBA) Duration: Two years full time (each year having two semesters) Medium of Instruction and Examinations: English Eligibility for Admission:

A candidate shall be eligible for admission to Master of Business Administration (MBA) course if he/she has obtained Bachelors degree recognized by our University with a minimum of fifty percent (50%) marks in Major and Allied Courses (For SC / ST Pass is enough) and Should have taken up the admission test, attended the Personal Interview and participated in the Group Discussion conducted by our University or any other norms prescribed by our University in this regard from time to time 5. Program structure

(a) The course work in an academic year shall be divided into parts as given below: Period 15 July - 15 November 16 November 30 November 1 December 15 January 1 December 15 April 16 January 15 April 16 April 30 April 2 May 15 June Odd Semester Odd Semester Exam Main Project for the Final year Students II Semester IV Semester Even Semester Exam Summer Project / Summer Internship Activity

(b) During an academic year, a candidate shall be enrolled for one program of study only and shall not appear for any other Post Graduate Examination of this or any other University. Page 2 of 42

Department of Management Studies, MSU, Syllabus 2008 (c) The semester-wise course outline, credits assigned to each course, total marks allocated to each course, internal and end semester examination marks components are listed below. The course content is given in the detailed syllabus (Annexure I). External (End Semester) Marks 75 75 75 75 75 75 75 75 75 60 75 75 75 75 60 80 75 75 75 75 75 80 1630

Sl. No 1

Course Sem. Code I

Course Name

Credits 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 5 90

Internal Marks 25 25 25 25 25 25 25 25 25 40 25 25 25 25 40 20 25 25 25 25 25 20 570

Total Marks 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 2200

Fundamentals of Management Organizational 2 I Behavior Managerial 3 I Economics Statistics for 4 I Research * Accounting 5 I Techniques * Marketing 6 II Management Financial 7 II Management * Human Resources 8 II Management Production and 9 II Optimization Techniques * Computer 10 II Proficiency Skills LAB Supportive Course 11 II I 12 III Entrepreneurship 13 III Elective I 14 III Elective II Corporate 15 III Communication Skills - LAB Summer Project 16 III / Internship Supportive Course 17 III II Strategic 18 IV Management International 19 IV Business Practices 20 IV Elective III 21 IV Elective IV 22 IV Main Project TOTAL * Quantitative Oriented Courses

Page 3 of 42

Department of Management Studies, MSU, Syllabus 2008

(d) End Semester Examination Question Paper Pattern: For Non Quantitative Oriented Courses: Part A: 25 marks (5 questions * 5 marks) Part B: 50 marks (5 questions *10 marks) Part C: 25 marks (1 case * 25 marks) A case study - Compulsory For Quantitative Oriented Courses: Part A: 50 marks (10 questions * 5 marks) (Out of which a maximum of Five Questions can be descriptive) Part B: 50 marks (5 questions * 10 marks) Note: Part A will have NO choice and Part B will have Internal Choice

(e) the (I) For Theory Courses (Written End Semester Examination Courses), Internal Assessment will be as follows: Continuous Internal Assessment Tests : (Three compulsory Tests should be attended by the Student, out of which the average of the Best Two will be calculated) Seminars / Presentations by the Students: (Either Individual or Group Presentations) Assignment / Term Paper Submitted by the Students 15 marks

05 marks

05 marks ________ 25 marks ________

Total :

Note: Based on the necessity and the nature of the Course Work, Seminars and Assignments can be added together and Reports / Audio Visual presentations by the Individual students or a Group of Students can be evaluated by the Course Facilitator for the Maximum of Ten Marks.

Page 4 of 42

Department of Management Studies, MSU, Syllabus 2008

(II) For Laboratory Courses, the Internal Assessment will be as follows: 25 marks 05 marks 10 marks ________ Total : 40 marks ________ (III) For Project Works, the Internal Assessment will be as follows: 80 marks 20 marks _________ Total : 100 marks _________ Note: Each student should strictly adhere to the schedule of the Project Work as suggested by their respective Faculty Guides. No student will be allowed to submit the Project report without the signature of the Faculty Guide and he / she will not be allowed to take up the Viva Voce Examination. The Project report will be evaluated on the following criteria: a) Faculty Guide (Internal Examiner): 1. 2. 3. 4. 5. 6. 7. 8. Adherence to Report Format Introduction Research Methodology Analysis and Interpretations Managerial Implication of the Project Identification of further scope for Research Adherence to Procedure and Schedule Adherence to Suggestions by the Guide :5 :5 :5 :5 :5 :5 :5 :5 ___ 40 marks ____ For Project Report For Viva Voce : : For Periodical Class Assessment For the Record For One Internal Assessment Test : : :

b) External Examiner: 1. 2. 3. 4. 5. 6. Adherence to Report Format Introduction Research Methodology Analysis and Interpretations Managerial Implication of the Project Identification of further scope for Research :5 :5 : 10 : 10 :5 :5 ___ 40 marks ____

Page 5 of 42

Department of Management Studies, MSU, Syllabus 2008

The students will be evaluated on the following criteria during the conduct of the Viva Voce Examination: a) By the Faculty Guide: 1. 2. 3. 4. Introduction to the Project Creativity in Presentation Presentation Skills (including use of AV aids) Answers to Questions :5 :5 :5 :5 ____ 20 marks ____

b) By the External Examiner: 1. 2. 3. 4. Introduction to the Project Creativity in Presentation Presentation Skills (including use of AV aids) Answers to Questions :5 :5 :5 :5 ____ 20 marks ____

Note: For Project Report Evaluation, the marks awarded by both Examiners will be added and for the Viva voce examination, the average of their marks will be awarded.

(f) Depending on the circumstances prevailing in the market, the University reserves the right to change any paper and to increase or decrease the number of optional papers. (g) The Department of Management Studies will offer two Supportive Courses for the Students of the other departments of this University and the MBA students are also required to opt for two Supportive Courses offered by other departments of this University. These courses will have both Internal Assessment (25) and External Assessment (75) components and they are assigned four credits each. The Non Major Electives offered by the Department of Management Studies will be: II Semester: III Semester: Effective Interpersonal Relationship Skills Direct Marketing Skills

Page 6 of 42

Department of Management Studies, MSU, Syllabus 2008 The question paper pattern would be as follows: Part A: 25 marks (5 questions * 5 marks) Part B: 50 marks (5 questions *10 marks) Part C: 25 marks (1 case * 25 marks) A case study - Compulsory (h) The List of Electives offered in the III and IV Semesters

Sl. No. A 1 2 3

Course Code

III Semester Finance Financial Services Investment Management Mergers and Acquisitions

Sl. No. A 1 2 3

Course Code

IV Semester Finance Strategic Financial Management International Finance Project Finance

B 1 2

Human Resource Industrial Relations and Labor Laws Management of Training and Development Human Resource Costing and Accounting Marketing Marketing Research and Consumer Behavior Promotion Management Rural Marketing

B 1 2

Human Resource Advanced Behavioral Science Organizational Development Counseling Skills for Managers

C 1

C 1

Marketing Retailing Management Customer Relationship Management Services Marketing

(f) Every student has to select TWO electives from the list for the Third and the Fourth semester and any elective will be offered if and only if 33 per cent of the class opts for that elective.

Page 7 of 42

Department of Management Studies, MSU, Syllabus 2008

6. Project Works (a) Every candidate shall have to undergo / undertake SIX weeks Summer Internship / Project Work and a SIX weeks Main Project Work in an organization of repute in India or abroad. (b) Upon completion of the training / project, the report has to be submitted in duplicate within the time stipulated by the Project Coordinator or the Head of the Department after joining the third / fourth semesters for the summer and Main Projects respectively. (c) The candidate shall have to make an oral presentation of his/her training/project report before a joint session of the faculty and students. Presentation of report shall carry 20 marks. (d) The faculty shall evaluate the presentation and record of marks shall be maintained. A consolidated marks list duly signed by the Head of the Department shall be sent to the Controller of Examinations at the conclusion of presentations to be incorporated in the mark statement of the ensuing semester. (e) The report shall be examined by the Guide as an internal examiner for 40 marks and the External Examiner for 40 marks. (f) The marks awarded for the Viva Voce Examination will be treated as Internal marks and that for the Report will be treated as External marks. The Total will be out of 100 marks. (g) Any candidate who fails to defend his /her project / training report satisfactorily shall have to undergo training / take up a project afresh in the ensuing semester and defend it in similar manner as laid down above. (h) All students are required to be present at the time of presentation. Their attendance will be taken into account while awarding marks for presentation.

Page 8 of 42

Department of Management Studies, MSU, Syllabus 2008

Annexure I Detailed Syllabus I Semester

Fundamentals of Management Unit-I Nature and functions of Management Skills and levels of management Different approaches to management systems approach Social Responsibility of Business Ethics and Corporate governance Management Environment Internationalization of management Unit-II Planning Nature Importance Types Steps in planning process MBO Strategic planning process TOWS matrix Business portfolio matrix Decision making process Models of decision making Unit-III Formal / Informal organization Organizational structure organizing process Departmentalization Authority delegation Decentralization Coordination Line / Staff relations Staffing procedure Training and development Performance appraisal Unit-IV Direction and Communication Processes and Barriers Leadership Characteristics of a leader Approaches to leadership Motivation concepts Theories of motivation Committee Team Group decision making Unit-V System and process of controlling Control techniques Organizational change and Development Strategies for efficient OC and OD Productivity Operations management Total quality management Use of IT in management functions References Essentials of Management Harold Koontz, Heinz Weihrich Principles of Management Tripathi, Reddy Management: A competency based approach Hellriegel and Slocum

Page 9 of 42

Department of Management Studies, MSU, Syllabus 2008

Organizational Behavior

Unit I: Organizational Behavior (OB) definition-nature disciplines-challenges and opportunities-OB model

and

scope-contributing

Unit II: Individual level concepts Learning-Perception- Values Attitudes Personality Motivation Unit III: Group dynamics-formation of groups-decision making; Team effectiveness-Team building; Dynamics of power and politics Unit IV: Leadership theories-styles-contemporary issues; Interpersonal communicationTransactional Analysis-Conflict management Unit V: Organizational Dynamics Organisational cultureOrganizational Organisation Development (OD) interventions, Case studies related to concepts and application of OB References 1. Stephen P. Robbins, Organizational Behavior, Prentice Hall of India, 2. Fred Luthans, Organizational Behavior, McGraw Hill Book Co. 3. Udai Pareek, Understanding Organizational Behavior, Oxford University Press, N. Delhi

change

Page 10 of 42

Department of Management Studies, MSU, Syllabus 2008

Managerial Economics Unit I Introduction to Managerial Economics, Approach to Managerial Decision making through Economics, Concept of firm, Basic Concepts in Economics, Demand and Supply analyses Unit II Production Analysis, Cost concepts and Analysis, Capital Budgeting decisions Unit III Pricing methods and decisions, Pricing in various market structures Monopoly, Competition Unit IV Overview of Macroeconomics, National Income, Monetary and Fiscal Policies, Inflation, Business cycles, Unemployment Unit V International aspects of Macroeconomics such as Balance of Payments, Foreign Exchange rates, globalization of Indian Business and Economic Environment of International Trade Suggested Text Books: 1. 2. 3. 4. 5. Managerial Economics, PL Mehta, Sultan Chand Economics, Paul A. Samuelson, McGraw Hill Managerial Economics, Peterson & Lewis, PHI Managerial Economics, Atmanand, Excel Books Managerial Economics, Yogesh Maheshwari, PHI Perfect Competition, Monopolistic Competition and Oligopoly

Page 11 of 42

Department of Management Studies, MSU, Syllabus 2008

Statistics for Research Unit-I Meaning, scope, characteristics and Limitations of statistics-Statistical enquiryCensus and sample survey-Data-Primary and secondary data- Statistical unitcollection, classification, tabulation and analysis of data-Frequency DistributionHistogram, frequency polygon and frequency curve. Unit-II Measures of Central tendency-Arithmetic mean median, mode, harmonic mean and Geometric Mean-Weighted Arithmetic Mean. Measures of dispersion-Range, Mean Deviation, standard deviation and quartile deviation-co-efficient of variation- measures of skew ness and Kurtosis. Unit-III Bivariate frequency Distribution-Concept of Regression-simple and Multiple Linear Regression Equations. Concept of correlation-scatter diagram simple correlation-Karl Pearson coefficient of correlation Coefficient of determinationRank correlation-Partial and Multiple correlation coefficient(only the variables) Unit-IV Parameter and statistic-sampling distributions of students, chi-square and F statistics. Tests of significance Null and alternate hypotheses-Large sample tests-Test based on Normal distributions(One-sample and two sample problems) Unit-V Tests of significance-small sample tests-tests based on students t-distribution (one-sample and two-sample problems), Attributes-Association of attributes-coefficient of association of attributes-Chi-square testes of attributes and Independence of attributes-contingency tables-co-efficient of contingency. Oneway an d two way classified data and analysis(ANNOVA) problems

Reference: 1. 2. 3. 4. Statistics for Management-Richard I.Levin&David S.Rubin Statistical Methods-S.P.Gupta Statistics For Business and Economics- R.P Hooda-Mac Millan India Ltd., Statistics-Elhanse

Page 12 of 42

Department of Management Studies, MSU, Syllabus 2008

Accounting Techniques Unit I Financial Accounting Definition Purpose GAAP Standards - Rules Journal Ledger Trial Balance Trading and Profit and Loss account Balance Sheet Depreciation methods. Financial Statement Analysis. Unit II Costing Purpose Utility Elements of Cost Sheet. Cost Determination Cost accounting systems (Job costing, Process costing, etc.). Allocation of Overheads Absorption costing. Marginal Costing (Applications) Cost Volume Profit Analysis, Make or Buy Decision. Unit III Cost Control: Target Costing Definition Procedure Implementation Advantages. Life cycle Costing Definition Implementation. Activity Based Costing Definition Procedure Implementation Advantages. Stores Management Importance Scope - Stores Accounting - Physical Stock Verification - Surplus Scrap Obsolete. Unit IV Forecasting Demand Forecasting and Price Forecasting - Methods(Qualitative and Quantitative) Prerequisites and Pitfalls Measures of error and correction. Budgeting and Budgetary Control Definition Purpose Types Procedure Advantages. Flexible Budgeting. Zero Base Budgeting. Unit V Standard Costing and Variance Analysis Material Labour Overhead Sales Profit Analysis and Reporting of Variances. Reference: 1. Management Accounting - M.Y. Khan and P.K.Jain 2. Management Accounting Principles and Practice- M.A. Sahaf 3. Management Accounting- R.S.N.Pillai and Bagavathi 4. Financial Accounting a Managerial perspective - Narayanaswamy 5. Introduction to Management Accounting- Charles T. Horngren

Page 13 of 42

Department of Management Studies, MSU, Syllabus 2008

II Semester
Marketing Management Unit-I Introduction to marketing concepts Marketing process Indian marketing Environment International Marketing Environment Developing marketing strategy Unit-II Analyzing consumer needs Identifying and selecting markets Segmenting targeting Positioning Demand measurement Sales forecasting Unit-III Meaning of product Product differentiation Branding New product decision Product Life cycle Strategies based on PLC Product line decisions Pricing the products Unit-IV Physical distribution Types of channels Managing dealer network Retailing Different strategies for effective distribution Direct marketing Unit-V Promotion Different techniques of promoting a product Advertising sales promotion Personal selling Public relations Sales management Marketing control Annual plan control sales analysis market share profitability Marketing Information system Recent trends in global marketing

References Marketing Management Philip Kotler Marketing Management Ramasamy, Namakumari, IV Edition Introduction to Marketing Adrian Palmer

Page 14 of 42

Department of Management Studies, MSU, Syllabus 2008

Financial Management Unit-I Introduction: Concept of finance, scope and objectives of finance; Profit maximization vs. Wealth maximization; Functions of Finance Manager in Modern Age; Financial decision areas, Time value of money, risk and return analysis Unit-II Financing Decision: Long-term sources of finance, potentiality of equity shares, preference shares, debentures and bonds as source of long-term finance; Working Capital Financing: Sources of short term financing, Role of commercial bank in working capital management; Commercial paper; Factoring and other tools of working capital management : Concept and approaches of capital structure decision; NI, NOI, Traditional and Modigliani Miller Approach; Cost of equity share, preference share and debentures Unit-III Investment decision; Appraisal of project; Techniques of capital budgeting and its applications; Risk and Uncertainty in Capital Budgeting, Leverage analysisfinancing, operating and combined leverage and its implications; EBIT-EPS analysis-EVA Unit-IV Working Capital: Concept of Gross Working Capital & Net Working Capital, Various Approaches to Working Capital Management, Factors affecting working capital requirement. Working Capital Management: Management of cash, inventory and receivables. Unit-V Dividend Decision: Concept of retained earning and plough back of profits, relevancy and irrelevancy theory of dividend decision; Walters model; Gordons Model and Modigliani Miller model; Factor affecting dividend decision. References 1. 2. 3. 4. Pandey I M, Financial Management, Vikas, N. Delhi Van Horne, Financial Management and Policy, Pearson Education, N. Delhi Khan and Jain- Financial Management, Tata McGraw-Hill, N. Delhi. Prasanna Chandra- Fundamentals of Financial Management,TMH,N. Delhi.

Page 15 of 42

Department of Management Studies, MSU, Syllabus 2008 Human Resource Management Unit I: Human Resource Function Human Resource Philosophy changing environments of HRM strategic human resource management using HRM to attain competitive advantage trends in HRM Organization of HR departments Line and staff functions Role of HR Managers. Unit II: Recruitment & Placement Job analysis:- Methods IT and computerized skill inventory writing job specification Hr and the responsive organization. Recruitment and selection process: Employment planning and forecasting building employee commitment : Promotion from within Sources, developing and using application forms - IT and recruiting on the internet. Employee Testing & Selection : Selection process, basic testing concepts, types of test, work samples & simulation, selection techniques, interview, small business applications, computer aided interview. Unit III: Training & Development Orientation & Training: Orienting the employees, the training process, need analysis, training techniques, special purpose training, Training via the internet. Developing Managers: Management Development techniques using HR to build a responsive organization. Management developments and CD ROMs Key factor for success. Performance appraisal: Methods problem and solutions MBO approach The appraisal interviews - Performance appraisal in practice. Managing Careers: career planning and development managing promotions and transfers. Unit IV: Compensation & Managing Quality Establishing Pay plans: Basics of compensation - factors determining pay rate Current trends in compensation Job evaluation Pricing managerial and professional jobs Computerized job evaluation. Pay for performance and Financial incentives: Money and motivation incentives for operations employees and executives Organization wide incentive plans Practices in Indian organizations. Benefits and services: Statutory benefits non-statutory (voluntary) benefits Insurance benefits retirement benefits and other welfare measures to build employee commitment. Unit V: Labor relations and Employee Security Industrial relation and collective bargaining: Trade unions collective bargaining future of trade unionism. Discipline administration grievances handing managing dismissals and separation. Labor Welfare: Importance & Implications of labor legislations Employee health Auditing HR functions, Future of HRM function. Reference: 1. Gary Dessles, Human Resource Management Seventh edition, Prentice Hall of India Pvt Ltd., Pearson. 2. H. John Rernardin & Joyee E. Recessel HRM An experiential approach 4th edition, Mc Graw Hill International Edition., 2007 3. David A. Deceago & Stephen P. Robbins Personnel / Human Resource Management. Third edition PHT / Pearson 4. VSP Rao HRM : Jext and Cases, First edition, Excel boons, New Delhi 2000 5. Dr. R. Venkatapathy & Assissi menacheri, Industrial Relations & Labors Welfare, Adithy Publication CBE 2001 Page 16 of 42

Department of Management Studies, MSU, Syllabus 2008

Production and Optimization Techniques Unit-I Production and Operations Management Definition Scope Importance. Systems View of Production and Operations Management. Plant Location Selection techniques for new and expansion (Qualitative and Quantitative). Layout Types Advantages Applicability - Stores Location for effective Material Handling Material Handling equipments. Transportation model Transportation model Initial basic feasible solutions Optimum solution (only for non degeneracy) simple problems Transhipment model simple problems. Unit-II Resource Requirement Planning. Value Engineering Definition Application. Optimization Models linear programming formulation graphical solution simplex Big M dual of linear programming problem. Vendor Development Search, Selection, Development, and Maintenance. Capacity Planning Models Process Planning Economic Batch Quantity Joint Cycle Multiple Products. Unit-III Production Planning and Control Master Production Schedule Sequencing Scheduling. Work Study Procedures Applicability. Assignment model Traveling Sales man simple problems. Maintenance Management Breakdown maintenance preventive maintenance applicability cost effectiveness in maintenance. Unit-IV Waiting line models structure of model M/M/1 for infinite population simple problems for business decisions. Statistical Quality Control Input Process Output. Game theory - Pure and mixed strategy - Dominance. Dynamic Programming. Unit-V Network model Networking CPM & PERT Crashing Time estimates. Simulation Types of simulation simple problems. Decision theory Pay-off tables Decision criteria Decision trees simple problems. Sensitivity Analysis. Industrial Safety References: 1. Modern Production and Operations Management - E.S.Buffa 2. Production and Operations Management - N.G.Nair 3. Production and Operations Management - Pannerselvam 4. Production and Operations Management - S.N. Chary 5. Production and Operations Management - Everet E. Adam and Ebert 6. Elements of Production Planning and Control- Samuel Eilon 7. Materials Management an Integrated Approach - Gopalakrisnan and Sundaresan 8. Purchasing and Materials Management, Text and cases - Lamer lie and Donald W. Dubber 9. Stores management and Logistics - Gopalakrishnan and M.Sandiya 10.Scientific Inventory Management - Buchan and Kolnigsbars 11.Operation Research An introduction Handy A. Tata 12.Operation Research - Kanti Swarup, Gupta and Man Mohan 13.Operation Research - Dharani Venkitakrishnan 14.Operation Research - Dr.J.Sharma, Mac Millan India Ltd.

Page 17 of 42

Department of Management Studies, MSU, Syllabus 2008

Computer Proficiency Skills - Lab

Unit-I MS Word Basic Knowledge - Menus and their applications. Practical experience Formatting Tables Charts (Graphs, Organizational and Flow) Pictures Diagrams word art. Unit-II MS Excel Basic Knowledge - Menus and their applications. Practical experience Master Chart - Formatting Data sorting Data Filtering - Formula Statistical Usage Graphs. Unit-III MS Power Point Basic Knowledge - Menus and their applications. Practical experience Slide design - Formatting Sentence Structure - Tables - Charts (Graphs, Organizational, and Flow) Pictures Diagrams Movies - Sounds Animation. Unit-IV Internet Usage Basic Knowledge - Internet Explorer (Menus and their Applications) - Virus Threat. Practical experience E-Mail ID creation Sending mails Receiving Mails Attachments Search Engines Techniques in Searching Download. Unit-V SPSS 15.0 Basic Knowledge - Menus and their applications. Practical experience Master Chart - Formatting Data sorting Data Filtering - Formula Statistical Usage Graphs.

Page 18 of 42

Department of Management Studies, MSU, Syllabus 2008

III Semester
Entrepreneurship Unit-I Entrepreneurship-Concept and Definitions; Entrepreneurship and Economic Development; Classification and Types of Entrepreneurs; Entrepreneurial Competencies; Factor Affecting Entrepreneurial Growth Economic, NonEconomic Factors; Traits/Qualities of Entrepreneurs; Manager Vs. Entrepreneur. EDP Programmes; Unit-II Creating and starting the venture-Creativity and the Business idea-preparing the business plan, marketing plan, financial plan and organisational plan-Project formulation and appraisal. Unit-III Institutional support for new ventures: Institutional finance-institutional supportIncentives and subsidies. Unit-IV Small Scale Industry: definition-procedure for SSI registration Unit-V Women Entrepreneurship-Rural Entrepreneurship-Corporate Entrepreneurship (Intrapreneurship) To develop an awareness and understanding of the range, scope, and complexity of issues involved in the creation of an organizational climate or environment that helps recognize, nurture and grow the entrepreneurial activities and to provide students hands-on experience in the challenges of building a entrepreneurial venture, Field Studies in Entrepreneurship may be assigned to the students. The duration of the field studies should not exceed ten days and these can be done during the week ends.

References: 1. Robert D Hisrich and Michael P.Peters, Entrepreneurship, Tata McGraw Hill, New Delhi, 2. S.S.Khanka, Entrepreneurial Development, S.Chand and Company Limited, New Delhi,.

Page 19 of 42

Department of Management Studies, MSU, Syllabus 2008

Corporate Communication Skills - Lab Unit-I Oral Communication Telephone Conversation Negotiation Skills Pronunciation Unit-II Written Communication Writing Personal Letters Writing Official Letters Writing Business Letters Unit-III Formatting Written Communication Letter Head Preparation Organising Paragraphs in the Letter. Unit-IV Conducting Meetings Agenda Participants Minutes Preparation. preparation Communication to the

Unit-V Report Preparation - Organization Format - Choice of Vocabulary Coherence and Cohesion - Paragraph Writing - Project Reports - Appraisal Reports.

Page 20 of 42

Department of Management Studies, MSU, Syllabus 2008

III Semester Electives FINANCE

Financial Services Unit I Leasing, Types of Leasing, Accounting, Tax and Legal aspects of Leasing, Leasing agreements, Evaluation of a Lease agreement from both the Lessees and Lessors point of view Unit II Hire Purchase, Determination of EMI, IRR, Flat rates, Floating rates, Diminishing Balance and such others, Factoring, Forfeiting, Investment decisions in accounts receivables, Securitization Unit III Credit rating, Credit rating process, sovereign rating, Venture Capital, Venture Capital Funds, Investment Banking Concepts Unit IV Insurance Life and General, the concept of Premium, risk and return, Mutual Funds Organization, Functions, schemes, risk and returns Unit V Introduction to Merchant Banking Services: Corporate Counseling, Project Counseling, Management Loan Syndication, Technology tie-ups, Bought-out deals, Rehabilitation of sick units, Merchant Banking in India - SEBI guidelines, Issue

Suggested Text Books: 1. Merchant Banking by J. C. Verma 2. Hand book for SEBI Guidelines - ICSI Publication 3. NABHI'S book on SEBI Guidelines. 4. Strategic Perceptions in Leasing and Hire-Purchase-Vinod Kothari 5. Financial Services MY Khan

Page 21 of 42

Department of Management Studies, MSU, Syllabus 2008

Investment Management Unit I Capital Market evolution, SEBI, Investment Avenues, Return and Risk, Introduction to phases of Investment Management, Different types of Securities, Short term and Long Term, Securities Market Unit II Introduction to Fundamental and Technical Analyses, CAPM Unit III Portfolio Revision, Theory, Asset pricing theories, Risk Return Expectations, Portfolio Investment Goals and Constraints, Asset Allocation, Portfolio Strategy, Portfolio Portfolio Insurance, Performance Analysis, Equity Management, Bond Portfolio Management, Individual Portfolio Management, Warrants and Convertible Debentures, Portfolio Management Services Unit IV Efficient Market Theory, Efficient Market Hypothesis Weak Form, Semi strong efficient, Strongly Efficient Hypothesis, Implications of risk return analysis, Arbitrating Theory Two factor model only, Derivative Trading, Buyback of shares Unit V Institutional Investors, Foreign Institutional Investors and their role in Indian Capital Market, Global Capital Markets and their impact on Indian Capital Market Suggested Text Books: 1. Donald E. Fischer and Ronald J. Jordan, Security Analysis and Portfolio Management, PHI 2. Jack Clark Francis, Investments Analysis and Management, McGraw Hill 3. William F. Sharpe, Gordan J. Alexander and Jeffery V. Bailey, Investments, PHI 4. Prasanna Chandra, Managing Investments, TMH

Page 22 of 42

Department of Management Studies, MSU, Syllabus 2008

Mergers and Acquisitions Unit I Mergers, Acquisitions Corporate Restructuring Extensions and Conclusions. Characteristics of a Merger: Role of Industry Life Cycle. Unit II The Financial Methodology of Valuation: Valuation Principles, Basis for Firm Valuation: Dividend Growth Valuation Model - Valuation Models Calculation of Cost of Capital - Sensitivity Analysis. Agency Problems and Managerialism Unit III Self Off and Divestitures, Spin Off - Self off Gains, Explanation and Rationale - Divestiture Motives - Voluntary Liquidations and Takeover, Unsuccessful Takeover - Timing of Merger Activity - Mergers and the Macroeconomy, Aggregate Conglomerate Activity, Deal Structuring : Tax Planning Options - Payment and Leverage Methods - Restructuring : Joint Ventures, International M & As. Unit IV Corporate Control: Share Repurchase and Exchanges, Regulation of Securities and Trading and Takeovers - Evaluation of Arbitrage and Insider Trading, The Recent Developments and their implications. Unit V Managerial Strategies: Review of Theories and Case Studies of M& A Activity, Models of Takeover Process, Value Chain Analysis - Cross Subsidization of Products - Implications for Corporate Strategy, Life Cycle Costing, Target Costing Suggested Text Books 1. Mergers Restructuring and Corporate Control - J. Fred Westron , Kwong Shung & Susan E Hoag, PHI 2. Doing Deals - Investment Banks at work - Robert G Eccles & Dwights B. Crane, HBS and Restructuring - An Overview: Forms of Corporate Control - Organization Behavior Strategy, Diversification and Mergers, Types and Economic Rationale for Major Types of Mergers -

Page 23 of 42

Department of Management Studies, MSU, Syllabus 2008

HUMAN RESOURCE
Industrial Relations and Labor Laws

Unit I Industrial relations concepts and systems IR at national and international levels Infrastructure that guide and direct industrial relations trends in India.

Unit II Trade unionism theory, policy, their influence on HRM objectives and functions structure types Indian trade union movement their strength and weakness - - The Trade Union Act, 1926

Unit III Industrial relations industrial disputers causes handling and settling disputes employee grievances steps in grievance handling causes for poor industrial relations remedies - The Industrial Disputes Act 1987.

Unit IV Concept function and Importance principles and forms of collective Bargaining procedure conditions for effective collective bargaining workers participation in management Role and methods of workers participation Working Conditions - The Minimum Wages Act, 1948.

Unit V Factories Act 1948 The Workman Compensation Act, 1923 The Employees State Insurances Act 1948 The Employees Provident Funds and Miscellaneous Provisions Act, 1952. The Payment of Wages Act, 1936 The Industrial Employment (Standing Orders) Act, 1946 and Latest Legislations. Reference: 1. 2. 3. 4. 5. Personnel management & industrial relation Dynamics of Personnel management Human Resource management Mercantile Law Essential of Human Resource management And Industrial relations P.C. Tirpathi. C.B. Mamoria N.G. Nair, Latha Nair. N.D. Kapoor

- P. Subbarao Page 24 of 42

Department of Management Studies, MSU, Syllabus 2008 Management of Training and Development Unit I: Training Process on overview; Role responsibilities and challenges to training managers, objectives, identifying location, duration and techniques Unit II : Training needs assessment and action research. Instructional objectives and lesson planning. Unit III: Learning process Training climate and pedagogy development training modules. Training methods and techniques; facilities planning and training aids. Training communication Evaluation of Training. Unit IV: Development objectives, identifying development needs Evaluation Development policy preparing development policy, development plans and designing programme. Unit V: Issues in development appraisal, remuneration and succession. Evaluation of Development effectiveness. Reference: 1. 2. 3. 4. Taylor and Lippiff L. W. Humble T. A. A. Latiff Lynton & Pareek Management Development and Training Hand Book Management Development and Training Hand Book Training for Management Explorations in Management Development.

Page 25 of 42

Department of Management Studies, MSU, Syllabus 2008 Human Resource Accounting and Costing Unit I: Basic Cost Accounting: Classification and Behavioral of cost; Ascertainment of Cost Methods: Techniques of Costing Marginal of cost; Break even Analysis Variance Analysis. Unit II: Accounting for Labor cost: Computation of Labor cost, Labor Turnover, idle time and over time, Analysis of Labor cost, Cost of living Index and its relevance to wages. Unit III: Budgeting and standing costing: Major features of budget Types of budgets Case budgets Master budgets responsibility accounting standard costing variance analysis price and efficiency variance for material Labor Variance analysis for overheads. Unit IV: Cost Allocation and costing systems: Purpose of cost allocation cost tracing and cost pools Allocating cost from one department to another evolving trends in cost assignment Joint and by product cost. Unit V: Human Resource Accounting: Meaning - purpose importance methods. Reference: 1. 2. 3. 4. 5. 6. Cost Accounting - S. P. Jain and K .L. Narang Kalyani Publishers. Cost Accounting - Hingroni and Ramanathan, PHI. Advanced Accountancy S. P. Jain and K. L. Narang Kalyani Publishers. Cost Accounting - S. P. Iyenger. Cost Accounting concepts and Applications- V. K. Saxena & C. D. Vashist. Hand Book of Costing Shyamal Banaerjee, Macmillan & Co.Ltd.

Page 26 of 42

Department of Management Studies, MSU, Syllabus 2008

MARKETING
Marketing Research and Consumer Behavior Unit-I Introduction to marketing research scientific method Marketing research process Management Vs marketing research Scope and applications Marketing objectives Types of research Search of secondary data Unit-II Methods of collecting data use of observation questionnaire method methods of communication questionnaire construction procedure Attitude measurement sampling design Application of sampling to marketing problems Field work procedure Unit-III Tabulation of Data Types Data analysis Test of significance Chi square procedure cross tabulation Correlation Regression Cluster analysis Factor analysis Conjoint analysis Unit-IV Consumer behaviour consumer research market segmentation Identifying market segments consumer motivation personality perception Attitudes and its change strategies cultural influences on consumer social class and group influence Unit-V Innovation and Diffusion organisational buying behaviour References Marketing Research Rajendra Nargundkar Marketing Research Harper W Boyd, Ralph Westfall, Stanley F Stasch Consumer Behaviour Satish K Batra, S H H Kazmi Consumer Behaviour M S Raju process Decision making process

Page 27 of 42

Department of Management Studies, MSU, Syllabus 2008 Promotion Management

Unit I PROMOTION MIX & PERSONAL SELLING: Promotion Mix Tools, Steps in Communication process, Factors in deciding promotion mix. Personal selling Sales force Design objectives, strategy six, structure and compensation. Principles of Personal Selling Salesmanship, steps in selling process, Negotiation Models, Strategy & Tactics, Customer Relationship Management. Evaluation of personal selling. Unit II ADVERTISING MANAGEMENT: Meaning, Objectives, Importance, Classification of advertisement, Economic and social Effects of Advertising, Organization of Advertising Department, Advertising Agency Management, Campaign Planning, Advertising Budget. Unit III ADVERTISING MEDIA MANAGEMENT: Types Print, Radio, TV, Cinema Outdoor and other forms Advantages, Limitations, Availability, Media Rates, Media Planning and Scheduling. Unit IV ADVERTISING CREATIVITY: Advertising Copywriting for Print and Broadcast Media Principles, Styles, Advertising Visualization and Design, Production pf Print, Broadcast and other Advertisements, Evaluation of Advertising. Unit V SALES PROMOTION AND PUBLIC RELATIONS: Objectives, Tools, Planning, Implementation and Control, Evaluation of Sales Promotion. PUBLIC RELATIONS: Objectives, Tools, Media and Message, Evaluation of Public Relations. References: 1. 2. 3. 4. Promotion Management John.J.Burnett AITBS. Advertising Theory & Practice Vernon Fryburger AITBS. Advertising Excellence Bovee & Thill Mc Graw Hill International. Advertising and Promotion: An Integrated Marketing Communications Perspective - George E. Belch & Michael E. Belch, 6th Edition, TMH, 2006. 5. Sales Promotion Tony Dakin. Practical Public Relations Gruning and Hunt CBS College Publishing

Page 28 of 42

Department of Management Studies, MSU, Syllabus 2008

Rural Marketing Unit I Characteristics of Indian rural market environment Demographic details Marketing challenges and opportunities under rural setting Unit II Rural buyers understanding rural buyer behavior purchase decision making process Influencing factors changes in behavioral pattern Unit III Rural market segmentation Targeting Positioning products in rural market Unit IV Marketing mix strategies pricing methods Rural market channels channel management Unit V Communication to rural market Advertising strategy sales promotion under rural setting conduct of marketing research in rural markets

References Rural Marketing Environment, Problem and Strategies - T P Gopalsamy Marketing Management, An Indian perspective R L Varshney, S L Gupta

Page 29 of 42

Department of Management Studies, MSU, Syllabus 2008

IV Semester
Strategic Management Unit I Strategic planning and strategic management: Strategic planning: strategic, operational and tactical planning, evolution and levels of strategic planningdimension of strategic decisions-challenges- Strategic management process. Unit II Environmental analysis: external and internal environment, components of external and internal environment, environmental scanning Industry analysis-Competitive analysis-Internal analysis: Resource Based view, SWOT analysis, Value Analysis, concept of synergy. Unit III Strategy formulation/alternatives: Corporate strategies: grand strategies stability, expansion, retrenchment and combination Business level strategies: Porters competitive strategies-acquiring core competencies-low cost strategiesdifferentiation strategies-focus strategies. Global strategies: expansion strategies-market entry strategies Unit IV Strategic analysis and choice: Portfolio Analysis-BCG Growth-Share Matrix, GE Business Screen, Shells Directional Policy Matrix, International Portfolio Analysis; Corporate Parenting, Strategic implementation: Steps-structural issues- behavioral issues- strategic leadership Unit V Strategic evaluation and control: Strategic evaluation- importance, barriers, evaluation criteria, Strategic control-operational control-process techniqueseffective control system. Strategic issues-management of technology, environmental scanning, strategy formulation, corporate entrepreneurship, nonprofit organizations. References: 1. Thomos L Wheelen and J David Hunger, Strategic Management and Business Policy, Pearson Education, N. Delhi 2. R.Srinivasan , Strategic Management, PHI, N. Delhi 3. V.S.P.Rao and V.Harikrishna, Strategic Management, Excel Books, N. Delhi 4. Azhar Kazmi , Business Policy and Strategic Management, Tata Mc Graw Hill, N. Delhi 5. V.S.Ramasamy and S.Namakumari, Strategic Planning-Formulation of corporate strategy, Macmillan India Ltd., N. Delhi 6. Vipin Gupta,Kamala Golllakotaand Srinivasan, Business Policy and Strategic Management,PHI, N. Delhi Page 30 of 42

Department of Management Studies, MSU, Syllabus 2008

International Business Practices Unit-I History of International business Reasons for foreign entry - Patterns of International business Types of FDI Multinational corporations market imperfection approach Approaches on firm based and location specific advantages Environmental factors Economic, Financial, Political, Legal, Cultural, Technological Unit-II International business strategy Internationalization Management philosophies - Porters model Prahalad and Dozs model International marketing strategy Introduction to Product, Price (INCOTERMS), Distribution, Promotion in international context Unit-III Technology and MNC Technological interdependence Strategy and innovation Technology accumulation Home or overseas R&D Organizational issues Technological performance Introduction to international finance Exchange rate, Changes, forecasting, risk International cash management, taxation Unit-IV International operations strategy Procurement Subcontracting Plant location decision plant design and interplant relationships Staffing policies Globalization and HRM International labor strategy New directions in Organizational structures Performance evaluation Unit-V International acquisitions Cultural, legal, political dimensions conventional perspective of acquisition process alternative perspective Acquisitions and business strategy Successful integration Problems in acquisition integration Approaches to integration Future of multinational International Co-operation Determinants of competition International managers for millennium References International Business James H Taggart, Michael C McDermott International Business Alexander Hill International Business Francis Cherunilam

Page 31 of 42

Department of Management Studies, MSU, Syllabus 2008

IV Semester Electives
FINANCE Strategic Financial Management Unit I Financial Planning and Forecasting Use of Financial Models, Simulation and Probabilities in Financial Forecasting. Unit II Quantitative Techniques in Working Capital Management Working Capital Leverage, Cash Management Models, Miller and Orr Model, Baumal Model Unit III Capital Budgeting and Risk Using Beta for Capital Budgeting and risk, Capital structure and cost of capital, Use of Sensitivity analysis, Monte Carlo Simulation, Decision Tree in Financial Management. Unit IV Empirical Studies in Cost of Capital, Capital Structure and Dividend Policies, Role of Banking relationships in Strategic Financial Management. Unit V Activity Based Costing - Benefits and Limitations, Classification of Activities, Activity based Profitability analysis, Activity based cost assistance. Suggested Text Book: Financial Management Prasanna Chandra, TMH

Page 32 of 42

Department of Management Studies, MSU, Syllabus 2008 International Finance Unit I An overview of International Finance Importance, Uniqueness, Rewards and Risks, Balance of trade, Balance of Payments, Theories of Foreign Exchange mechanism, Brettonwood System, Various exchange rates, Exchange control regulations in India, Foreign Exchange Dealers Association of India (FEDAI), Foreign Exchange Management Act (FEMA), Reserve Bank of India (RBI), LERMS Unit II Letter of credits, INCO Terms, Methods of payments used in Foreign Trade, Shipping documents in foreign trade: Various types of invoices, marine insurance policy, Bill of landing, Certificate of Origin, Analysis Certificate, Packing list, Weight list and such other relevant documents Unit III International Financial Institutions International Parity Conditions Fundamental Principles, Purchasing Power Parity, Managing Foreign Exchange Risk and Exposure Accounting, Real Operating exposures, Risks speculation, Market efficiency Unit IV An overview of Derivatives: Forwards, Options and Futures Types of options and futures, Factors influencing, links between futures market organization, Commodity Exchanges, Emerging Scenario, Scope in India. Unit V International Investment and Financing - Euro currencies and Instruments, Cash Management, Transaction Costs, Transfer Pricing, Capital Markets, FDI International Country Risks Equity and Long term debt financing.

Suggested Text Books: 1. Foreign Exchange and Risk Management C. Jeevanandam 2. International Finance Alan C Shapiro, Wiley 3. International Finance, Maurice Levi, McGraw Hill 4. International Finance, Eun and Resnick, McGraw Hill 5. Futures, Options and Derivatives Hull, McGraw Hill

Page 33 of 42

Department of Management Studies, MSU, Syllabus 2008

Project Finance Unit I Project management Project Organization Establishing a new project Defining the project Product specification. Unit II Project planning procedure application of network analysis for project planning critical path method principle construction uses programme evaluation and review techniques Time/Cost trade off probability of completion of project. Unit III Technical analysis location size production technology, equipment supplementary engineering works efficient disposal system layout of site building and plant work schedule. Unit IV Project cost analysis project estimation time / cost over run of the project task classification estimation forms cost estimation (Material, Labour, Production cost, Overhead cost) cost of production working capital cost for projects. Unit V Resource allocation and resource smoothening. Investment analysis alternate of investment proposal. Source of finance for projects bankers view of financing. Reference: 1. Projects Prasanna Chandra 2. Project Management - Dennis Lock 3. Production management - Brook

Page 34 of 42

Department of Management Studies, MSU, Syllabus 2008

HUMAN RESOURCE Advanced Behavioral Science Unit-I Introduction to behavioral science-role of ABS in personnel and organizational life. Similarities and differences between ABS&OD. Personality-concepts and methods of assessment and measurement of managerial skills and personality. Unit-II Assertiveness training-nature, importance assertiveness training, Assertive writing. Unit-III Transactional analysis for Interpersonal effectiveness, TA concepts: Ego stages, transactions, games, scripts and time structuring, TA for developing effective communication and negotiation skills TA tips for selection Unit-IV Behavior Modification- Behavioral and cognitive therapes- reinforcement theory in learning, conditioning and desensitization, shaping, role plays, modeling and rational emotive therapy(RET). Tips to handle minor behavior problem Unit-V Stress Management- Occupational stress- soures of stress- stress coping strategies Reference: 1. 2. 3. 4. 5. 6. Physical Distribution Management Bowerox, Smykay Organizational Behavior - Pertham Singh & warrier Occupational Values and styles of Indian Managers Pretham Singh I am Okay, You are Okay - Thomas Harris Citing to say Yes : negotiation an agreement without giving in counseling skills training - Philip Burnad and relevance, techniques in

Page 35 of 42

Department of Management Studies, MSU, Syllabus 2008

Organizational Development

Unit I Introduction to Organizational Development: - Concepts, Nature and Scope of O.D. Historical Perspective of O.D. - : Underlying assumptions & Values, Theory and Practice on change and changing The Nature of Planned Change The Nature of Client Systems: Group Dynamics, Inter group Dynamics and Organization as systems. Unit II Operational Components of O.D. Diagnostic, Action and Process Maintenance components. Unit III O.D. Interventions: - Team Interventions Inter-group Interventions Personal, Interpersonal and group process interventions Comprehensive interventions Structural Interventions. Unit IV Implementation and assessment of O.D. Implementation conditions for failure and success in O.D. efforts Assessment of O.D. and change in organizational performance The impact of O.D. Unit V Some key considerations and Issues in O.D. Issues in consultant Client relationship Mechanistic & Organic systems and contingency approach The future of O.D. Some Indian experience in O.D. References: 1. Wendell L.French & Cecil H. Bell, Jr. Organizational Development, PHI fourth edition. 2. French, Bell and Zawacki Organizational Development Theory, Practice and Research Universal Book Stall, Third Edition. 3. Rosabeth Moss Kanter The change masters, Simson & Schaster.

Page 36 of 42

Department of Management Studies, MSU, Syllabus 2008

Counseling Skills for Managers Unit I: Emergence and growth of counseling approaches to counseling Unit II: Counseling process-beginning relationship and follow up Unit III: Selecting counseling strategies and interventions changing behavior through counseling; special problems in counseling Unit IV: Application of counseling to Organizational performance counseling -Crisis counseling Unit-IV: Counseling basic concepts in counseling, Rogers non directive counseling and client centered therapy. Anxiety and stress at work, styles of helping by counseling, training for counseling. Reference: 1. Cormer, LS & Hackey A, the professional counselors process guide to helping. Englewood and chiffs, New Jersey, PH Inc 1987. 2. Maclennam, Nigel. Counseling for managers, Aldershot,grover 1986. 3. Murro C.A etc., Counseling A skills approach Mithen 1980. 4. Reddy, Michael counseling at work British psychological society and Mithnen, London 1987. situations with a focus on developing and terminating a counseling

Page 37 of 42

Department of Management Studies, MSU, Syllabus 2008 MARKETING Retailing Management

Unit I Introduction to Retailing Role Framework Relationships Retail Customer. Unit II Situation Analysis Retail Organization Different Types Channel Behaviors. Unit III Retail Market Segmentation Demographics Lifestyle Shopping Attitudes Retailer Actions Location Analysis Factors Types. Unit IV Merchandise management Philosophy Buying Organization Formats Devising Merchandising Plans Implementing M Plans Category Management Logistics Inventory Management Atmospherics Retail Space management. Unit V Retail Pricing Factors Developing Retail Price Strategy Consumer Responsiveness To Prices Retail Promotion Strategy Types Image Retail Audit Relationships Marketing In Retailing - Retail Administration.

Reference 1. Chetan Bajaj, Tuli, Srivastava Retail Management 2. Dunne, Lush, Griffith Retailing 3. Burman, Evans - Retailing

Page 38 of 42

Department of Management Studies, MSU, Syllabus 2008 Customer Relationship Management Unit I Relationship marketing Understanding buyers expectations Building customer loyalty Types of Loyalty Influencing factors Loyalty ladder Significance of loyal customers Impact of lost customers Customer lifetime value Unit II CRM Definition and concepts Importance of effective CRM strategies Integral CRM CRM process -Consumer behavior principles Organizational buying behavior Unit III Principles of customer research using internal information sources using customer data Data warehousing Data mining Segmentation and targeting Identifying cost effective external information sources Published data Using the internet (IBMS) Market research understanding and managing customer expectations Unit IV Developing customer confidence Building value added relationships managing customer contact strategies dealing with difficult situations measuring performance of CRM Future of CRM Unit V Presenting dealing with enquiries Reducing resistance motivation Business intelligence practical situations of leading companies case studies

REFERENCES Customer relationship Management Essentials Gosney Key Customer Relationship Management Ken Burnett Customer relationship Management Peer Mohammed

Page 39 of 42

Department of Management Studies, MSU, Syllabus 2008

Services Marketing

Unit I Services Marketing meaning nature of services Types and importance Relationship marketing mission, strategy, elements of design, marketing plan market segmentation. Unit II Marketing mix decisions: - unique features of developing, pricing, promoting and distributing services Positioning and differentiations strategies, quality of services industries Achievement and maintenance, customer support service. Unit III Marketing of hospitality: - Perspectives of Tourism, Hotel and Travel services Airlines, Railway, Passenger and Goods Transport Leisure services. Unit IV Marketing of Financial services: - Concept Features of Banking, Insurance, Lease, Mutual Fund, Factoring, Portfolio and financial intermediary services. Unit V Marketing of Non-profit Organizations: - Services offered by charities Educational services miscellaneous services Power and Telecommunication.

References: 1. Services Marketing S.M.Jha Himalaya Publishing Company. 2. Services Marketing Cristopher Lovelock Prentice Hall. 3. Services Marketing Valarie A Zeitmanl and Mary Jo Bitmer Tata Mc Graw Hill.

Page 40 of 42

Department of Management Studies, MSU, Syllabus 2008

Supportive Courses for Other Department Students II Semester Effective Interpersonal Relationship Skills

UNIT I: Introduction to Interpersonal Skills Ideal Interpersonal skills, Dress code, Extending Greetings, Manners and Etiquette - Telephone manners Table Manners - Etiquette at work, Party time, Behavior, Posture, Managing relationships, Assertive training ,Transaction Analysis- Ego states. UNIT II: Communication Skills Communication process, Verbal and Nonverbal Communication- Oral Communication, Written Communication, Body language, Kinesics, Proxemics, Para language, Negotiations. UNTI III: Time Management Understanding Time finding the barriers to Time ManagementTechniques for time management illumination of on productive thinking and activities. Delegation, Empowerment, effective and efficient Prioritising, Using technology, systems and other Aids to time Management. UNIT IV: Stress, Crisis & Conflict Management Factors leading to stress, Common pitfalls, Stress management technique. Definition of crisis-Types of crisis- Delegation crisis- Leadership crisisFinancial crisis- Techniques of crisis management. Techniques of conflict management- Reasons for conflict management- Handling individual and inter group conflict. UNIT V: Team Building Skills and Change Management Reasons for team building, Dynamics in team work, Brainstorming, Problems solving, Constructive criticism, Planned change-different types of change process of change, Managing resistance to change, Techniques of change management, Motivation. References: 1. 2. 3. 4. 5. How to be an even better manager Michael Armstrong Kogan page Ltd. Manage your Time Julie-Ann Amos Jaico Publishing House. Correct Manners and Etiquette Seema Gupta Pustak Mahal. Simple ways to manage Stress Promod Batra Think IWC Basic Managerial Skills for all McGrath Prentice Hall of India.

Page 41 of 42

Department of Management Studies, MSU, Syllabus 2008 III Semester Direct Marketing Skills

Unit I Introduction - Direct Marketing Objectives - structure - Role - Sales strategies Future of Direct Marketing. Unit II Managing Sales force Recruitment Selection Motivation Training and Control - evaluation Unit III Sales Responsibilities Personal Selling skills steps in selling process Prospecting Pre approach Approach Presentation Handling Objections Closing Follow up. Unit IV Sales Information System - Sales force automation Using customer data Data Warehousing and data mining Database marketing Tele marketing ECommerce. Unit V Customer Relationship Management Relationship selling Social responsibility - Ethical Issues. References : 1. Direct Marketing William J. Mcdonald Mc Graw Hill 2. Sales Management Cundiff, Still & Govani PHI / Pearson. 3. Principles of Marketing Kotler & Armstrong - PHI

Page 42 of 42