LSM

18CMBL31 ENTERPRISE RESOURCE PLANNING 4004

COURSE OBJECTIVE:
 TomakestudentabletobuildanunderstandingofthefundamentalconceptsofERPsystems, their
architecture, and working of different modules in ERP. Students will also be develop
anddesignthemodulesusedinERPsystems,andcancustomizetheexistingmodulesofERP
systems.
 TounderstandandabletobuildanunderstandingofthefundamentalconceptsofERPsystem.
 To learn ERP architecture, and working of different modules inERP.
 TocomprehendtocreateandplanthemodulesutilizedinERPframeworks,andcanredothe current
modules of ERPframeworks.
COURSE OUTCOMES:
At the end of the course, the students will be able to:
CO – 1 : Describe how an integrated information system can support effective.
CO – 2 : Comprehend the technical aspects of ERP systems.
CO – 3 : Describe the module in distinguishing the characteristics of ERP software.
CO – 4 : Map business processes using process mapping techniques.
CO – 5 : Explain the concepts of reengineering and how they relate to ERP system.
CO – 6 : Explain the advancement of ERP frameworks.
CO – 7 : Elaborate the steps and activities in the ERP life cycle.
CO – 8 : Run of the mill usefulness in an ERP framework.
CO – 9 : Describe typical functionality in an ERP system.
CO – 10 : Critically evaluate the ERP implementation packages.
UNITI INTRODUCTION 12
Introduction to ERP, Evolution of ERP, Reasons for the growth of ERP, Scenario and Justification
of ERP in India, Evaluation of ERP, Various Modules of ERP, Advantage of ERP.
UNITII OVERVIEW OF ENTERPRISE 12
An overview of Enterprise, Integrated modules, Business Process Mapping for ERP Module Design,
Organizational Environment and its selection for ERP Implementation.
UNITIII ERP AND RELATED TECHNOLOGIES 12
ERP and Related Technologies, Business Process Reengineering (BPR), Management Information
System (MIS), Executive Information System (EIS), Decision support System (DSS), Supply Chain
Management (SCM)
UNITIV ERP MODULES 12
ERP Modules, Introduction, Finance, Plant Maintenance, Quality Management, Materials
Management,ERPMarket.AComparativeAssessmentandSelectionofERPPackagesandModules
– Case Study
UNITV ERP IMPLEMENTATION 12
ERP implementation lifecycle, issues in implementing ERP packages, pre-evaluation screening,
package evaluation, project planning phase, gap analysis, reengineering, configuration,
implementation, team training, testing, going live, end-user training, postimplementation
(Maintenance mode).
TOTAL: 60 HOURS
TEXT BOOKS:
1. Alexis Leon, ERP demystified, second Edition Tata McGraw-Hill,2007.
2. Jagan Nathan Vaman, ERP in Practice, Tata McGraw-Hill,2008.
REFERENCE BOOKS:
1. Alexis Leon, Enterprise Resource Planning, second edition, Tata McGraw-Hill, 2008.3.
2. Mahadeo Jaiswal and Ganesh Vanapalli, ERP Macmillan India,2009.
3. Vinod Kumar Grag and N.K. Venkitakrishnan, ERP- Concepts and Practice, Prentice Hallof
India,2 nd edition,2006.
4. Summer, ERP, Pearson Education,2008.
LSCM-

18CMBS31 ENTERPRISE RESOURCE PLANNING 4004

COURSE OBJECTIVE:
 To make student able to build an understanding of the fundamental concepts of ERP
systems, their architecture, and working of different modules in ERP. Students will also be
develop and design the modules used in ERP systems, and can customize the existing
modules of ERP systems.
 To understand and able to build an understanding of the fundamental concepts of ERP
system.
 To learn ERP architecture, and working of different modules in ERP.
 To comprehend to create and plan the modules utilized in ERP frameworks, and can redo
the current modules of ERP frameworks.
COURSE OUTCOMES:
At the end of the course, the students will be able to:
CO – 1 : Describe how an integrated information system can support effective.
CO – 2 : Comprehend the technical aspects of ERP systems.
CO – 3 : Describe the module in distinguishing the characteristics of ERP software.
CO – 4 : Map business processes using process mapping techniques.
CO – 5 : Explain the concepts of reengineering and how they relate to ERP system.
CO – 6 : Explain the advancement of ERP frameworks.
CO – 7 : Elaborate the steps and activities in the ERP life cycle.
CO – 8 : Run of the mill usefulness in an ERP framework.
CO – 9 : Describe typical functionality in an ERP system.
CO – 10 : Critically evaluate the ERP implementation packages.
UNIT I INTRODUCTION 12
Introduction to ERP, Evolution of ERP, Reasons for the growth of ERP, Scenario and Justification
of ERP in India, Evaluation of ERP, Various Modules of ERP, Advantage of ERP.
UNIT II OVERVIEW OF ENTERPRISE 12
An overview of Enterprise, Integrated modules, Business Process Mapping for ERP Module
Design, Organizational Environment and its selection for ERP Implementation.
UNIT III ERP AND RELATED TECHNOLOGIES 12
ERP and Related Technologies, Business Process Reengineering (BPR), Management Information
System (MIS), Executive Information System (EIS), Decision support System (DSS), Supply Chain
Management (SCM)
UNIT IV ERP MODULES 12
ERP Modules, Introduction, Finance, Plant Maintenance, Quality Management, Materials
Management, ERP Market. A Comparative Assessment and Selection of ERP Packages and
Modules – Case Study
UNIT V ERP IMPLEMENTATION 12
ERP implementation lifecycle, issues in implementing ERP packages, pre-evaluation screening,
package evaluation, project planning phase, gap analysis, reengineering, configuration,
implementation, team training, testing, going live, end-user training, post implementation
(Maintenance mode).
TOTAL: 60 HOURS
TEXT BOOKS:
1. Alexis Leon, ERP demystified, second Edition Tata McGraw-Hill, 2007.
2. Jagan Nathan Vaman, ERP in Practice, Tata McGraw-Hill, 2008.
REFERENCE BOOKS:
1. Alexis Leon, Enterprise Resource Planning, second edition, Tata McGraw-Hill, 2008. 3.
2. Mahadeo Jaiswal and Ganesh Vanapalli, ERP Macmillan India, 2009.
3. Vinod Kumar Grag and N.K. Venkitakrishnan, ERP- Concepts and Practice, Prentice Hall
of India,2 nd edition, 2006.
4. Summer, ERP, Pearson Education, 2008.
15MIN027 ENTERPRISE RESOURCE PLANNING 4004

COURSE OBJECTIVE:
 To make student able to build an understanding of the fundamental concepts of ERP systems,
their architecture, and working of different modules in ERP. Students will also able to
develop and design the modules used in ERP systems, and can customize the existing
modules of ERP systems.

UNIT I Introduction to ERP 12

Introduction to ERP, Evolution of ERP, What is ERP? Reasons for the growth of ERP, Scenario and
Justification of ERP in India, Evaluation Of ERP, Various Modules Of ERP, Advantage of ERP.

UNIT II Overview of Enterprise 12

An overview of Enterprise, Integrated Management Information, Business Modelling, ERP for Small
Business, ERP for make to order companies, Business Process Mapping for ERP Module Design,
Hardware Environment and its Selection for ERP Implementation.

UNIT III ERP and Related Technologies 12

ERP and Related Technologies, Business Process Reengineering (BPR), Management Information
System (MIS), Executive Information System (EIS), Decision support System (DSS), Supply Chain
Management (SCM)

UNIT IVERP Modules 12

ERP Modules, Introduction, Finance, Plant Maintenance, Quality Management, Materials
Management, ERP Market, Introduction, SAP AG, Baan Company, Oracle Corporation, People Soft,
JD Edwards World Solutions Company. A Comparative Assessment and Selection of ERP Packages
and Modules.

UNIT V ERP implementation 12

ERP implementation lifecycle, issues in implementing ERP packages, pre-evaluation screening,
package evaluation, project planning phase, gap analysis, reengineering, configuration,
implementation, team training, testing, going live, end-user training, post implementation
(Maintenance mode).
 TOTAL – 60 Hours

TEXT BOOKS:
1. Annetta Clewwto and Dane Franklin Guide to Planning ERP application – Mc Graw Hill, 1997
REFERENCE BOOKS:
1. Alexis Leon – Enterprise Resource Planning, Tata McGraw Hill, 1999
2. Ravi Shankar & S. Jaiswal Enterprise Resource Planning – Galgotia, 2006

18EMBA19 SERVICES MARKETING

3003

COURSE OBJECTIVE:
 Develop understanding among students about various concepts and importance of
Services Marketing.
 Understand the contribution of service sector in solving marketing problems.
 Identify the role and impact of services on the customers and employees.
 Understand the communication strategies adopted by the organizations at Global front.
 Enhance knowledge about emerging issues in the service sector.

COURSE OUTCOMES:
CO – 1: Differentiate between product and service characteristics, understand service quality
management as the basis for developing customer satisfaction and develop skills in service quality
problem diagnosis and service improvement.
CO – 2: Develop an understanding of the links between the service providers (people), the procedures
(processes), and the physical evidence of the service offering
CO – 3: Classify the application of customer service philosophy, fundamentals of customer
satisfaction
CO – 4 : Understand the importance of customer retention, service recovery, relationship
development, and the role of internal marketing.
CO – 5: Accumulate the effect of administration item, benefit life cycle and new administration
advancement.
CO – 6: Discuss the roles of channel selection, service process and distribution, communication mix.
CO – 7: Formulate the strategies pertaining to health, hospitality, tourism sector.
CO – 8: Formulate the strategies pertaining to educational, entertainment, public utility services.
CO –9: Explain the framework of service scopes & its types of service scopes,
C0 –10: Clarify the direction of physical proof.

UNIT I Introduction to Services Marketing 9

Services economy – evolution and growth of service sector – nature and scope of services –
characteristics – classification – service market potential – expanded marketing mix for services –
service quality – introduction to GAPS model.

UNIT II Focus On Customers 9

Creating the Right Service Philosophy – Fundamental of Customer satisfaction, Understanding
Customer Service – Monitor & Measuring Customer satisfaction, Service Recovery.

UNIT III Marketing Mix In Service Marketing 9

Level of service product – service life cycle – new service development – service blueprinting –
physical evidence – People in services – service process and distribution – channel functions, channel
selection – designing communication mix for promoting services.

UNIT IV Marketing Strategies for Different Services 9

Formulating service marketing strategies for health, Hostel and hospitality, tourism, logistics,
financial, information technology, educational, entertainment and public utility services.
UNIT V Service productivity 9
Efficiency vs. effectiveness, Elements of service quality, Service quality gaps , Physical
evidence in services: Types of service scopes, Role of service scapes, Frame work for
understand service scapes& its effect on behaviour, Guidance for physical evidence strategies

Total 45 hrs
TEXT BOOKS:

1. Valarie A.Zeithaml& Mary Jo-Bitner: Services Marketing-Integrating Customer Focus

Acros the Firm, 3/e, TMH, 2003.
2. Thomas J.Delong&Asish Nanda: Managing Professional Servies-Text and Cases,
McGraw-Hil International, 2002.
3. Christopher Lovelock: Services Marketing People, Technology, Strategy, Fourth Edition,
Pearson Education, 2002.
4. Roland T. Rust and P.K. Kannan, e-Service New Directions in Theory and Practice,
Prentice-Hal of India Pvt. Ltd., 2002.
5. James A Fitzsimmons, Services Management-Operations, Strategy and Information
Technology, 3/e, McGraw-Hilll International, 2003.
6. Halen Woodroffe, “Service Marketing”, Macmillan Publishing Co, New Delhi, 2003.
7. Chiristropher H. Lovelock, Jochen Wirtz, “Services Marketing”, Pearson Education, New Delhi,
2004.
8. Nimit Chowdhary and Monika Choudhary, “Text book of marketing of services”, The Indian
experience, Macmillan publishing house, New Delhi, 2005.
9. Kenneth E Clow, et. Al “Services Marketing Operation Management and Strategy” Biztantra,
New Delhi, 2004.
10. Christian Gronroos, :Services Management and Marketing a ‘CRM Approach”, John Wiley and
sons England 2001.
11. Bhattacharjee, “Services Management, An Indian Perspective” Jaico publishing house, Chennai,
2005.