Bba Semester Pattern
Bba Semester Pattern
Academic Council
held on 12.12.2019
Appendix-H-22
MADURAI KAMARAJ UNIVERSITY
(University with Potential for Excellence)
Directorate of Distance Education
443
COURSE STRUCTURE
Part-IV : Value Education is a compulsory paper common for all UG courses. Students
have to write examination in first semester.
444
WORKLOAD AND SCHEME OF EXAMINATION
SEMESTER I
S.No Subjects No. of Internal External Total
Credits Marks Marks
Part I Tamil/Alternate Subject
1. Vanika Kadithankal 3 25 75 100
Part II English
2. English Paper – I 3 25 75 100
Part III Core Course
3. Principles of Management 4 25 75 100
4. Fundamentals of Accounting 4 25 75 100
Allied Course
5. Business Economics 3 25 75 100
TOTAL 17 125 375 500
Part I Tamil/Alternate Subject
1. Aluvalaka Melanmai 3 25 75 100
Part II English
2. English Paper – II 3 25 75 100
Part III Core Course
3. Business Environment 4 25 75 100
4. Cost Accounting 4 25 75 100
Allied Course
5. Money and Banking 3 25 75 100
TOTAL 17 125 375 500
Part III Core Course
1. Company Law 4 25 75 100
2. Organizational Behaviour 4 25 75 100
3. Management Accounting 4 25 75 100
Allied Course
4. Business Mathematics 3 25 75 100
Skill Based Course
5. Computer Application in Business 2 25 75 100
TOTAL 17 125 375 500
SEMESTER IV
Part III Core Course
1. Industrial Law 4 25 75 100
2. Marketing Management 4 25 75 100
3. Human Resources Management 4 25 75 100
Allied Course
4. Business Statistics 3 25 75 100
Skill Based Course
5. Leadership And communication 2 25 75 100
Skills
TOTAL 17 125 375 500
SEMESTER V
Part III Core Course
1. Operations Management 4 25 75 100
445
2. Advertising Management 4 25 75 100
3. Financial Management 4 25 75 100
Skill Based Course
4. Entrepreneurship Development 3 25 75 100
Mandatory Course
5. Environmental Studies 2 25 75 100
TOTAL 17 125 375 500
SEMESTER VI
Part III Core Course
1. Strategic Management 4 25 75 100
2. Services Marketing 4 25 75 100
3. Total Quality Management 4 25 75 100
Skill Based Course
6. Employability Skills 3 25 75 100
Mandatory Course
7. Value Education 2 25 75 100
TOTAL 17 125 375 500
GRAND TOTAL 102 1025 3075 4100
NOTE: Those Students,who have not studied Tamil as a language in their Higher Secondary
Course, may be exempted and allowed to write the Part – I papers: ―Vanika Kadithankal‖ (I
Semester) and ―Aluvalaga Melanmai‖ (II Semester) in English also.
யிவ
இப்ோடத்தின் யிவயோக நோணய கள் யணிக ம கி கடிதங்கள் தும்
தின் வடத்தயபோகத் திக யோ கள்
446
அகுIV: சுற்றுக் கடிதங்கள் – யிற்வக் கடிதங்கள் - அபசுத்துவ நற்றும்
போதுநசவய அவநப்பு சோ ந்த கடிதங்கள்.
Text Book
அன்மகன் & போந , 2013, யணிகக் கடிதங்கள், பநரிட்ப்ிநகரன் , நதுவப.
Reference Books:
போந ந்திபன். , 2008,யணிகக் கடிதங்கள், ோவயப்ிநகரன் ,பசன்வ.
Commercial Correspondence & Office Management – R.S.N. Pillai&Bahavathi
Business Communication – by Sharma Gupta – Kalyani Publishers
Unit III: Organizing: Meaning, Definition and principles, organization structure and charts-
Features of good organization: Line, Functional, line and staff, committee-Merits and Demerits
of line and line staff, Departmentation -process and methods. Delegation of authority Definition
Need and principles. Centralization and Decentralization-Merits and Demerits.
Unit V:Control –Meaning , Nature , Importance and Principles , Steps and Techniques ,
Requirement of an Effective control system
447
Text Book: Gupta, C.B., 2014, Management Theory and Practice, Fourteenth Edition, Sultan
Chand & Sons, New Delhi.
Reference Books:
Prasad, L.M., 2015, Principles and Practice of Management, Eighth Edition Reprint,
Sultan Chand& Sons, New Delhi.
Tripathi, P.C.,2017, Principles of Management, Sixth Edition, McGraw-Hill Education,
New Delhi.
Mitra, J.K, 2017, Principles of Management, Oxford University Press, New Delhi.
Unit-V: Accounts of Non – Trading concerns- Receipts and Payments Account-Income and
Expenditure Account and Balance sheet.
Note: Questions must be asked 60% on problems & 40% on theory.
Text Books:
Jain, S.P., Narang, K.L., 2014, Financial Accounting, Twelfth Edition, Kalyani Publishers,
Ludhiana.
Reference Books:
Reddy, T.S., Murthy, A., 2012, Financial Accounting, Seventh Edition, Margham
Publications, Chennai.
Shukla, M.C., Grewal, T.S., & Gupta, S.C., 2014, Advanced accounts Volume I,
Revised Edition, S.Chand, New Delhi.
448
SEMESTER-I : ALLIED COURSE- 1 Credits - 3
PAPER-5 : BUSINESS ECONOMICS
Objectives: To understand the student about Business Economics by learning the
fundamental concept of business economics, responsibilities of business economist, law
of demand and competition prevail in the market.
Unit V:Profit Analysis – Nature of profit. Profit planning. Break Even Analysis –
Concepts, uses and limitation. Profit forecasting.
Text Books:
Sankaran.S, 2012, Managerial Economics, Margham Publishers, Chennai.
Reference Book:
449
SEMESTER-II : PART- I Credits - 3
PAPER-1 அலுயக நநோண்வந
Text Book
அன்மகன் & போந , 2013, அலுயக நநோண்வந, பநரிட் ப்ிநகரன் ,
நதுவப.
450
Reference
Commercial Correspondence & Office Management – R.S.N. Pillai&Baghavathi.
Office Management – Sharma, Gupta, Kalyani publishers
Unit II : Business and society – Interface between Business and culture – social responsibilities
of business – Meaning and types – Arguments for and against social responsibilities – social
Audit – Business Ethics.
Unit III : Business and Government – State Regulations on business – New Industrial Policy –
Industrial Licensing Policy.
Unit IV: Privatization– Meaning – ways of privatization – Benefits – Arguments
against privatization – pros and cons of liberalization and globalization – MNC – Merits and
Demerits.
Unit V : Business and economic system – socialism, Capitalism and mixed economy – its
impacts on business – public sector – its objectives – achievements and failures.
Text book
Cherunilam, F., 2014, Business Environment Text and Cases, Twenty second Edition, Himalaya
Publishing House, Mumbai.
Reference books:
Aswathappa, K., 2014, Essentials of Business Environment, Twelfth Revised Edition,
Himalaya Publishing House, Mumbai.
Gupta, C.B., 2013, Business Environment, Second Edition, Sultan Chand& Sons, New Delhi.
Saleem S., 2012, Business Environment, First Edition, Pearson Educataion, New Delhi.
451
Unit II : Material control – objectives – purchase control centralized and decentralized
purchase – stock levels and economic order quantity – ABC Analysis – Bin card – stores ledger
– material issues – FIFO, LIFO, Simple average and weighted average methods.
Unit III : Labour – direct and indirect labour – labour turnover – methods – causes – idle time
– types – overtime – methods of wage payments – premium and bonus plans – Halsey and
Rowan plan – Differential piece rate system – Taylor method – Merricks system – Gantts Task
Bonus plan.
Unit V : Unit or output costing – cost sheet – Tenders and quotations – profit Reconciliation
statement – job, batch and contract costing (theory only).
20% of the questions must be theory
80% of the Questions must be problems.
Text book:
Pillai, R.S.N. and Bagavathi, V., 2011, Cost Accounting, Seventh Edition, S. Chand& Company,
New Delhi.
Reference Books:
Jain, S.P. &Narang, K.L., 2013, Practical Problems in Cost
Accounting, Seventeenth Edition, Kalyani Publishers, Ludhiana.
Maheswari, S.N., 2012, Advanced problems and solutions in Cost
Accounting, Eighteenth Edition, Sultan Chand& Sons, New Delhi.
Reddy, T.S., & Reddy, H.Y., 2012, Cost Accounting, Fourth Edition,
Margham publications, Chennai.
452
Unit V : E. Banking – Introduction – meaning – Traditional Vs E-Banking – Merits and
Demerits – Internet Banking – Debit card – credit card – merits and demerits – Electronic
Payments systems – NEFT – ECS – RTGS – Features.
Text book:
Sundaram, K.P.M. 2009, Money, banking and international trade, Sultan Chand & Sons,
New Delhi.
Reference Book:
Mithani, D.M. 2014, Money, Banking, International Trade, and Public Finance, Himalaya
Publishing House, New Delhi.
UNIT-IV : Minutes of meetings- Voting and poll- Resolutions- Ordinary resolutions Special
resolutions- Accounts and Auditors- Investigations- Prevention of mismanagement.
Text Book:
Kapoor, N.D., 2014, Elements of Mercantile Law, Thirty fourth Edition, S.Chand & Co, Ltd.,
New Delhi.
Reference Books
Gopal, V. S. & Sumathi, G., 2014, Industrial Law, First Edition, Seth Publishers, New Delhi.
Kuchhal,M.C.. & Kuchhal V., 2013, Business and Industrial Laws, Sixth Edition,
Vikas Publishing House, New Delhi.
Gogna, P.P.S.,2010, A Textbook of Business and Industrial Laws, First Edition, S.Chand and Co
Ltd, New Delhi.
453
SEMESTER-III : CORE COURSE-6 Credits - 4
PAPER-2 : ORGANIZATIONAL BEHAVIOR
Objectives: To sensitize the students on the behavior of individuals and groups in
organizations in terms of the key factors that influence organizational behavior and to analyze
organizational behavioral issues in the context of organizational behavior theories, models and
concepts.
Text Books:
Khanka, S.S., 2013, Organisational Behaviour, Fourth Edition, S.Chand, New Delhi.
Reference Books:
Prasad, L.M., 2014, Organisational Behaviour, Fifth Edition, Sultan &Chand, New Delhi.
Luthans, F., 2014 Organisational Behaviour – An Evidence Based Approach, Twelfth
Edition, Tata McGraw Hill. New Delhi.
Aswathappa K., 2012, Organisational Behaviour, Tenth Edition, Himalaya Publishing House,
New Delhi.Prof.P.SubbaRao& Dr. RatnakarMishra –
454
UNIT II: Ratio Analysis – Meaning - Merits and demerits – Classification of Ratios –
Solvency Ratios - Profitability Ratios - Turnover Ratios and financial Ratios. (Problems only)
UNIT III: Fund Flow Statement – Meaning, merits and demerits – Preparation of fund flow
statement – Cash flow statement. (Simple Problems only)
UNIT IV: Marginal costing – Meaning, merits and demerits - Break – Even Analysis –
Assumptions - profit volume Ratio – Margin of safety – Fixation of selling price - Make or Buy
decision – Key factor - Maintaining a desired level of profit (Simple problems only).
Text Books: Khanka, S.S., 2013, Organisational Behaviour, Fourth Edition, S.Chand,
New Delhi.
Reference Books:
Prasad, L.M., 2014, Organisational Behaviour, Fifth Edition, Sultan &Chand, New Delhi.
Luthans, F., 2014 Organisational Behaviour – An Evidence Based Approach, Twelfth
Edition, Tata McGraw Hill. New Delhi.
Aswathappa K., 2012, Organisational Behaviour, Tenth Edition, Himalaya Publishing House,
New Delhi.
Unit II – SETS : Sets – Basic concepts- Types – Subsets-Operation on sets –Venn diagram
Laws of sets - applications .
Unit III – MATRICES : Matrices – Basic Concepts – Addition of Matrices – Scalar and
Matrix Multiplication-Inverse – Solution of a system of Linear equations-Matrix inversion
technique, Crammer‘s rule.
455
Unit V – PERCENTAGES : Percentages – Discount – Trade Discount – Cash Discount –
Simple and compound Interest True and Bankers Discount.
20% of the Questions must be theory. 80% of the Questions must be problems.
Text Book:
V.Sundaresan, S.D.Jeyaseelan, 2015, An Introduction to Business Mathematics, Reprint,
S.Chand and Co., Ltd. New Delhi.
Reference Books:
D.C.Sancheti, V.K.Kapoor, 2014, Business Mathematics, 11th edition, Reprint, Sultan Chand and
Sons, New Delhi.
JK. Sharma, 2009, Business Mathematics Theory And Applications, 13th Edition, ANE Books,
New Delhi.
SEMESTER-III : Skill Based Course- I Credits - 2
PAPER-5 : COMPUTER APPLICATIONS IN BUSINESS
Objectives: To familiarize the students on fundamental concepts of a computer and MS-OFFICE
related package.
Unit II - MS WORD : Introduction – Menus – Shortcut menus – Tool bars Files: Creating –
Opening – Saving – Renaming – Closing Documents and Text Format
& Paragraph: Formatting and Paragraphs – Attributes – Moving – Copying – Pasting
Bulleting: Bullet and Number lists – Nested lists – Formatting lists Tables : Draw – Insert –
Rows & Columns – Moving– Resizing – Table Properties. Page Formatting: Margins Page Size
& Orientation – Headers and Footers – Page Numbers –Preview and Printing.
Unit III - MS EXCEL: Introduction to spread sheet – components of EXCEL opening screen
Building worksheet. Entering data in worksheet – editing, deleting, copying and moving cells
and ranges adjusting column width and row height – inserting and deleting cells, rows and
columns using auto-fill – creating and working with formula – functions in EXCEL – Graphs
and Charts: Types of charts – elements of a chart – creating a chart.
Unit IV- MS ACCESS: Introduction to Access and Database – Database objects – creating
database – Creating tables: creating a table using data sheet, design view and table wizard –
data types – primary key – entering and modifying data in a table – Creating forms: creating
auto forms – creating forms using design view and form wizard – entering and editing records
in forms – Creating queries: types of queries – creating queries using query wizard – Creating
reports: creating auto reports – creating reports using report wizard.
Text Book:
VikasGuptha, 2012, Comdex Computer Course Kit, Reprint, Wiley - Dreamtech, New Delhi.
456
Reference Books:
S.V. SrinivasaVallaban, 2006, Computer applications in Business, Third edition, Sultan
Chand and Sons, New Delhi.
Sanjay Saxena, S.Mohan Naidu, Rajneesh, 2016, Computer Application In Management,
Agarwal Amit K Kashyap & Vikas Publishing House, New Delhi.
Nasib Singh Gill Handbook of Computer Fundamentals, 2016, 1st Edition, Khanna
publication, New Delhi.
Objectives: To familiarize the students about industrial legal provision in India through
studying Factories Act, Employment Act, Payment by wages Act, Workmen compensation Act
and Payment of bonus Act.
Unit I:Factories Act, 1948 Definition - Inspecting Staff – Health – Safety – Welfare -
Working Hours of Adults – Holidays – Employment of Young persons and women – Annual
leave with wages. Objects of Industrial Disputes Act – Definition of Industrial Dispute –
Grievance Settlement Authorities – Conciliation machinery – Procedure. Power and Duties of
Authorities – Reference of Disputes to Boards, Courts or Tribunal. National Tribunal – Strikes,
Lock out, Lay-off-Retrenchment – Unfair Labour Practices – Penalties.
Unit II: Industrial EmploymentAct, 1946 & Trade Unions Act, 1926. Definition of
staying orders – Submission and Draft of Standing orders – Certification of Standing Order –
Definition of Trade Union – Cancellation of Registration and Appeal – Amalgamation and
Dissolution – Penalties.
Unit IV:Workmen’s Compensation Act, 1923. Definition – Scope and Coverage – Rules
regarding workmen‗s Compensation – Amount of Compensation – Distribution of
Compensation – Enforcement Act.
Unit V: Payment of Bonus Act& Apprentices Act, 1969. Meaning of Bonus – Definition –
Eligibility for Bonus – Disqualification for bonus – Consumer Protection Act.
Text Book:
Kapoor, N.D., 2014, Elements of Mercantile Law, Thirty fourth Edition, S.Chand & Co, Ltd.,
New Delhi.
Reference Books:
Gopal, V. S. &Sumathi, G., 2014, Industrial Law, First Edition, Seth Publishers, New Delhi.
Saharay, H. K., 2014, Textbook on Labour and Industrial Law, Sixth Edition, Universal
Law Publishing Company, New Delhi.
457
Kuchhal, M.C..&Kuchhal V., 2013, Business and Industrial Laws, Sixth Edition, Vikas
Publishing House, New Delhi.
UNIT-III : THE PRICE : Meaning and Importance of price. Pricing objectives; factors
influencing price determinations- Pricing policies and strategies.
Text Books:
Gupta C.B & Nair Rajan, 2016, Marketing Management, Sultan Chand & sons ltd, New Delhi.
Reference Books:
Ramaswamy, V.S., & Namakumari, S., 2013, Marketing Management: Indian Context,
Global Perspective. Fifth Edition, McGraw Hill Education, New Delhi.
Chandrasekar, K.S., 2013, Marketing Management: Text and Cases, First Edition,
Mc Graw Hill Education, New Delhi.
Kotler, P., & Keller, 2011, A Framework for Marketing Management, Fifth Edition,
Pearson India, New Delhi.
458
Unit II : Job analysis, job description, Job specification and job evaluation recruitment factors
affecting recruitment –sources of recruitment --recruitment process. Definition of selection –
selection methods and process –placement Induction.
Unit III : Definition of training –need and importance –steps in training programme —types of
Training –Training methods. Wage and salary administration – components –methods of wage
payments.
Unit V : Industrial relations and Grievance handling –concept –scope, objective and
importance –causes for poor industrial relations –Remedies ,meaning of Grievance –causes
sources of Grievance procedure –essentials of sound Grievance procedure.
TEXT BOOK
Gupta, C.B., 2013, Human Resource Management, Fourteenth Edition, Sultan Chand & Sons, New Delhi.
REFERENCE BOOKS
Prasad, L.M., 2014, Human Resource Management, Third Edition, Sultan Chand & Sons, New Delhi.
Aswathappa, K., 2013, Human Resource Management, Seventh Edition, McGraw- Hill Education (India) Ltd.,
New Delhi.
SubbaRao, P., 2011, Essentials of Human Resource Management and Industrial Relation, Second Edition
Reprint, Himalaya Publishing House, Mumbai.
Tripathi, P.C., 2010, Human Resource Management, Sixth Edition, Sultan Chand and Sons, New Delhi.
Khanka, S.S., 2007, Human Resource Management- Text and Cases, First Reprint Edition, S. Chand& Co.,
Ltd., New Delhi.
Unit- II : Measures of central value - Arithmetic mean - Median - Mode - Geometric mean -
Harmonic mean - Relationships among the average - Limitations of average.
Unit – III : Measures of Dispersion - Meaning & Purpose of dispersion - Absolute & relative
measure of variations - Range - Quartile deviation - Mean Deviation - Standard Deviation -
Coefficient of variation
Unit- IV : Correlation analysis - Definition - Types of Correlation - Methods of studying
Correlation - Scatter diagram - Karl Pearson's coefficient - Concurrent deviation - Methods of
least squares - Rank correlation - Regression analysis - Definition - Use - Regression equations.
459
UNIT V : Index Numbers: Concepts and Applications – Uses of Index Numbers- Methods of
construction of Index Numbers- Unweighted-Weighted-Laspeyre‗s, Bowley‗s, Fisher‗s and
Marshall edge worth Index numbers (Price Index only) -Tests for Perfection-The chain Index
numbers- Limitations of Index Numbers.
20% of the Questions must be theory. 80% of the Questions must be problems.
Text Book:
S.P. Gupta, Dr. M.P.Gupta, 2017, Business Statistics–Eighteenth Edition –Sultan Chand and
Sons, New Delhi.
Reference Books:
Gupta, B.N., 2015, Business Statistics, First Revised Edition, SBPD, New Delhi.
Sinha, V.C. & Gupta, A., 2015, Business Statistics, First Edition, SBPD, New Delhi.
Pillai, R.S.N. & Bagavathi, V., 2010, Statistics – Theory & Practice, Fourth Revised Edition,
S.Chand & Co., New Delhi.
460
SEMESTER–V : CORE COURSE-11 Credits - 4
PAPER–1 : OPERATIONS MANAGEMENT
Objective: To sensitize the students about fundamental concepts of Production and Operation
Management concepts and familiarize the principles in detail.
Unit- II : Plant layout – Introduction – features of a good plant layout – factors affecting the
plant layout decisions – Material flow system – Types of plant layout – Material handling –
Principles, importance, advantages of good material handling system - Types of material
handling equipments.
Reference Books:
Chary, S.N., 2012, Production and Operations Management, Fifth Edition, McGraw- Hill
Education, New Delhi.
Chunawalla, S. A., 2012, Production and Operations Management, Fourth Edition, Himalaya
Publishing House, New Delhi.
Goel, B. S., 2012, Production and Operations Management, Third Edition, Pragati Prakashan,
Meerut.
Unit I : Advertisement: nature, scope and importance to modern marketing. Classification and
types. Role in the national economy. Social and economic aspects. Ethics and social
responsibility-advertising in marketing mix-marketing concept-advertising decisions-types of
advertising.
461
Unit II: Advertising Media- types - characteristics, merits and limitations. Media scene in
India- types of media- press and broadcasting. Outdoor and other media scheduling- media
options.
Unit IV: Advertising Agencies- importance, Role and functions. Organizational structure-
Advertising Department-Agency Commission and fee - Type of Advertisement Agencies.
Text book: Chunawalla, S.A and Sethia, K.C, 2011, Foundation of Advertising: Theory and
Practice, Himalaya Publishing House, Mumbai.
Reference Books:
Chandra J, 2012, Advertisement Management, Neha Publishers, New Delhi.
Jaishri J, 2012, Advertising Management, Oxford University Press, New Delhi.
Rajkumar S & Rajagopalan V, 2010, Sales and Advertisement Management, S. Chand,
New Delhi.
UNIT-II: Sources of Capital – Long term, intermediate term and short term – types of
securities – Debt, Equity and Preferred Stock. Capital structure – Forms – Importance – Factors
determining capital structure - Theories of capital structure (only Theory) – Problems on EBIT
– EPS analysis.
462
NOTE: Question must be asked 40% on theory 60% on problems.
TEXT BOOK:
Pandey, I.M., 2015, Financial Management, Eleventh Edition, Vikas Publishing House (P) Ltd.,
New Delhi.
Reference Books:
G. Sudarsana Reddy, 2017, Financial Management Principles and Practice, Third Revised
edition, Himalaya Publishing House, Mumbai.
Prasanna Chandra, 2014, Financial Management – Theory and Practice, Sixth Edition, Tata
Mc Graw Hill, New Delhi.
Maheswari, S. N. 2013, Financial Management: Principles and Practice, Sultan Chand and
Sons, New Delhi.
Unit-IV : Project Identification - Meaning and Steps, Project Classification- Project Life Cycle.
Project Report - Contents, Project Appraisal- Meaning- Feasibility Analysis: Market, Technical,
Financial, Economic, Managerial and social.
Text book:
Gordon, E&Natarajan, K, 2013, Entrepreneurship Development , Himalaya publishing house.
Reference Books:
Small Scale Industries and Economics Development, C.S.V. Moorthy, HPH.
Entrepreneurial Development, Gupta, C.B. and Srinivasan, N.P.Sultan and Son.
Entrepreneurial Development, S.S. Khanka, S. Chand & Co., New Delhi.
463
SEMESTER – VI CORE COURSE – 14 Credits - 4
PAPER – 4 : STRATEGIC MANAGEMENT
Objectives: To provide a basic theoretical framework of the concepts of various strategies
adopted by the corporates and issues with regard to framing evaluation of strategy and to enable
the students to identify the opportunities in business.
Unit-V : Global Strategies – Global expansion strategies – MNC mission statement –Market
entry strategy – International strategy – Business level strategy – Strategic leadership –
Strategic evaluation – Importance – Barriers – Evaluation criteria – Strategic control –
Operational control – Characteristics of an effective control system – Control process –
Evaluation techniques for operational control .
Text Book
Kazmi, A., 2014, Business Policy and Strategic Management, Third Edition reprint,
Tata Mc Graw Hill, New Delhi.
Reference Books:
Subbarao, 2017, Business Policy and Strategic Management (Text and Cases), Himalaya
Publishing House. Reprint Edition.
Rao, V.S.P., & Harikumar, V., 2014, Strategic management, First Edition, Excel Books, New
Delhi.
Wheelen, T.L. & Hunger, J. D., 2012, Essentials o Strategic Management, Fourth Edition,
Prentice Hall India, New Delhi.
464
SEMESTER – VI CORE COURSE - 15 Credits - 4
PAPER–2 : SERVICES MARKETING
Objectives:
1. To provide a comprehensive and integrated coverage of Services Marketing in Indian
business context.
2. To facilitate the learner the role of marketing mix in the Services Marketing context.
Unit – III : Services marketing mix – inadequacy of 4P‗s – modified for service – Product in
service – Price in service – Promotion of services – Places in services – Physical evidence,
process, and people in Services – Service mission statement – Developing a Service mission.
Text Book:
th
Services Marketing – Vasanti Venugopal, Raghu, 5 edition, 2013, VN Himalaya Publishing
House
Reference Books:
rd
Services Marketing – Text and Cases – Nagundkar, Rajendra 3 edition, 2010, Tata McGraw
Hill Publication
nd
Services Marketing – Lovelock 2 edition, 2011, Pearson Publication.
465
Unit - II : Continuous process improvement – Introduction, Input/output process model,
Jurantriology, PDSA cycle, 5W2H method, 5S House Keeping, Kaizen. Seven tools of Quality
(Q-7 Tools) – Check sheets, histogram, Cause and effect diagram, Pareto diagram, Stratification
analysis, Scatter diagram, Control chart.
Unit - III : The Six Sigma Principle – Meaning, Need, Concept, Process and Scope. New
Seven Management tools – Affinity diagram, Relationship diagram, Tree diagram, Matrix
diagram, Decision tree, Arrow diagram, Matrix data analysis diagram.
Unit – IV : Bench marking – Introduction, meaning, objectives, types, process, benefits and
pitfalls. Quality function deployment – concept, objectives, House of quality, QFD
methodology, QFD process, Benefits.
Unit –V: ISO 9000 Quality Management Systems – Introduction, meaning, need, ISO 9000
series of standards, classification and comparison of standards, selection of ISO standards,
Registration, Documentation, Quality Auditing. ISO 14000: Environmental Management
Systems – Introduction, concept, need, ISO 14000 series of standards, terminologies,
requirements and benefits.
Text Book : Jayakumar.V, 2008, Total Quality Management, Lakshmi Publications, Chennai.
Reference books:
K.Shridhara Bhat, 2016, Total Quality Management: Text &Cases, Second Revised Edition,
Himalaya Publishing House, Mumbai.
Besterfield D. H., Besterfield C., Besterfield G. H., Hemant U., Reshmi U., 2015, Total
Quality Management, Fourth Edition, Pearson, New Delhi.
D.D. Sharma, 2008, Total Quality Management – Principles, Practices and Cases, Sultan
Chand & Sons, New Delhi.
Unit-I : Introduction to Employability skills - Meaning – Definition – Hard skills and soft skills
–Employability skills and vocational skills – Employability and employment – Employability
attributes.
Unit-II :Unpacking employability skills – Embedded employability skills – Dimensions of
competency – Task skills –Task Management skills – Contingency Management skills –
Job/Role Environment skills.
466
Text Book : Soft Skills, Dr. K. Alex
Reference Books :
1. Winning Interview Skills, Complied & Edited by J.K. Chopra.
2. A Modern Approach to Verbal and Non- Verbal Reasoning, R. S. Aggarwal.
467