NMIMS Solved Sem 3 and Sem 4 Solution June 2021

Prof.Dr.N.Palaniappan.,MBA.,MCom.,MPhil.,PhD.

Call 9025810064 (whatsapp available) or Mail - [email protected]

Prof.Dr.N.Palaniappan.,MBA.,MCom.,MPhil.,PhD. has 15 years of teaching

experience in MBA Business schools. For last fifteen years
Prof.Dr.N.Palaniappan.,MBA.,MCom.,MPhil.,PhD has taught various subjects
from Marketing, Finance, Human Resource Management, Information Systems,
International Business and General Specializations. He has written many research
papers and case studies.

Prof.Dr.N.Palaniappan.,MBA.,MCom.,MPhil.,PhD organizes online MBA subject

coaching / MBA Assignment help and MBA Project help. Many clients national
and international has appreciated Prof.Dr.N.Palaniappan.,MBA.,
MCom.,MPhil.,PhD for his timely help in the assignments and projects and MBA
subject coaching.

You can call him on his mobile no. 09025810064 (whatsapp available)   or mail
him at [email protected]. He does help/guide for the below question. If
urgent or any query’s, Please feel free to call him on his mobile no. 9025810064
(whatsapp available) or do mail on [email protected]. He does
help/guide for the below question

Contact:

Prof.Dr.N.Palaniappan.,MBA.,MCom.,MPhil.,PhD

Mail ID: [email protected]

Ph: - 9025810064 (whatsapp available)

 Marketing Research

1. As a researcher, you need to identify as to how many Supermarket stores in

Bengaluru sell HUL’s “Nature Protect” Range. Which non-probabilistic sampling
method would you use to complete your research? Also state the reasons behind
choosing that method. Also explain as to how will you proceed ahead with
choosing the areas/ localities in Bengaluru to conduct your research alongwith
timelines.

2. You are the Head of a Market Research Organisation. Your FMCG client ITC
has recently introduced “NimWash,” a new type of fruits and vegetable wash
owing to Covid- 19 pandemic. The FMCG company wants to understand how
customers are reacting to their recently launched product across India. Draft a
Questionnaire containing not more than 20 questions that would succinctly address
the query posed by the FMCG client.

3. You have been recently appointed as a “New Product Development” Head for
Micromax India. You have been asked to develop a brand-new innovative product
namely 5G enabled affordable smartphone as part of their product portfolio.

a.) Explain the process in detail to arrive at the creation of your new product

b) Is there a need to conduct Test Marketing? If Yes or No, please state your
reasons to support your answer.

Employee Development & Talent Management

1. People centric companies such as Intuit, Aditya Birla, SAP ensure that their
people policies help them retain and engage talent. What are some of the strategies
followed by organizations? Illustrate your points with examples.
2. Aspire ltd has been recently acquired. Shobha , the new HR head wants to
revamp the Performance management system of the company. She would like her
managers to clearly follow the steps involved in the Performance management
system. enumerate the steps that managers should follow. Suggest any 2-modern
methods of performance appraisal that can be adopted at Aspire.

3. Akshat, the Head HR, at Aristocrat Inc is looking at hiring for the executive role.
He believes that using internal sources of talent acquisition is better than external
sources. He also wants to upskill the employees who may be considered for
managerial positions soon

a. Why does Akshat consider internal sources to be more effective? Which internal
sources will he make use of for hiring? (5 Marks)

b. Suggest three on-the-job methods that can be used for upskilling the potential
managers.

International HR Practices

1. CURIOUS INTERNATIONAL Systems Ltd is a leading Indian FMCG

company based in Mumbai. The company has expanded to Brazil in 2019 and now
company is reviewing its HR Practices in Brazil. You, as an HR Manager, are
asked to look into the issue of ethics and responsibilities that employees of
CANDID may face in Brazil. Highlight some of the ethical dilemmas that
employees may face.

2. JEEVAN AUTO Pvt Ltd is a Cycle manufacturing company in India. It is

planning to expand to Africa to capture its emerging market. As a manufacturing
organization, there could be a problem related to employee relations. In order to
face this problem better, the company has asked you to identify the key issues in
international employee relations. You are an HR Manager of JEEVAN AUTO.
Identify the key issues.

3. ESSEX LTD is a leading Garments company in India and it is planning to

expand its operations in Europe. For this company has set up a wholly owned
subsidiary in London. A team of 50 employees is formed to take up this new
project in London in this background, answer the following:

a. What will be the components of pre-departure training program?

b. On which job related factors training would be required?

International Marketing

1. You are a South Indian Snacks brand extremely popular in India that sells
varieties of Dosa, Idli, Vadas and Chutney. You wish to expand your operations in
Qatar. What would be the various Societal & Cultural norms your will consider
and why?

2. You are a manufacturer of electric scooters in US. The overall production costs
of the scooters are extremely high when you manufacture and sell in the home
market. This leaves you with very less profit margin. What would be your strategy
to increase your profit margins and why?

3. You are a well-known Turkish brand TURK-NEY (Turkish Honey) that sells
Organic Honey throughout the world. Even though there is stiff competition, you
see India with a huge potential and plan to expand your retail operations in India.

a. List down 3 global pricing policies. Which of the 3 global pricing policies would
you consider and why? Also list down competitors in India in the honey segment
(Name any 5).
b. List down the various marketing and product promotion techniques you will
consider and why?

Marketing Strategy

1. Founded in 2011 and launched in 2013 in St Jose California USA, Zoom Video
communications had made steady progress in the enterprise communications
domain with a structured growth pattern, the company also received regular
funding from venture funds and was listed on the New York Stock exchange in
2019.

It was also the year in which Zoom hit profit territory. In December of 2019 Zoom
had a total user base of 10 million; then, the pandemic struck. The user load of
Zoom zoomed from 10 million to 300 million by April of 2020.The company faced
a severe credibility crisis for its brand and had a tough time managing security,
customer satisfaction and other issues because of the sudden increase of user base
across the world. In hindsight it can be argued that Zoom failed to see the
opportunity that existed in the consumer segment and erred in its strategy to focus
more on enterprise customers.

Assuming the Pandemic had not struck and if you were the CMO of Zoom in
November of 2020, what plans would you make to acquire new customers? What
would be your USP and how would you focus on the core brand strategy to make
the brand more relevant.

2. You are the marketing director of ISL, The Indian Super league which is India’s
premiere soccer league. ISL viewership has grown 16% in 2020-21 season over
2019-20 season, but the league compares poorly with the 400 billion viewers
delivered by the IPL in 2020. What would you attribute this lag in viewership
despite soccer being the world’s most popular sport? Do a comparison using the
4P’s of marketing between the IPL and ISL leagues and create a marketing strategy
for the league such that it can increase viewership as well as fan engagement.

3. You are the marketing director for super events a successful event organization
working with top movie stars and organizing one of the marquee events in the
annual entertainment calendar. The business was doing well, but the pandemic has
thrown your organization in turmoil.

a. As the marketing director what strategies would you evolve in ensuring your
organization remains relevant in the post pandemic world. Create two new product
ideas for the company.

b. How would you reposition your company’s brand in the future? Create a
marketing plan for the two new product ideas that you have created in the previous
question.

Consumer Behaviour

1. What is Consumer Personality? Take any 5 consumer personality traits of

your choice and explain how they affect consumer behaviour.

2. Take an innovative product of your choice. How has it been adopted by

consumers? What is Innovation Adoption? Who are the different adopter
categories as per the Innovation Adoption Curve?

3. In context of Consumer Learning, explain the following behavioural

theories:

a. Classical Conditioning

b. Instrumental Conditioning
 Brand Management

1. Steve Forbes, editor in chief of Forbes Magazine has said that brand is the single
most important investment one can make in their business and creating strong
brands should be the ultimate aim of any business. There are many companies that
have been successful in creating strong iconic brands. Colgate, Maggie, Starbucks,
Dettol, and Royal Enfield Bullet are strong brands in their respective product
categories. Study the above brands and identify the common points these brands
have adopted to grow into strong brands.

2. Pro Kabaddi League (PKL) has revolutionized the indigenous sport of kabaddi
and positioned it as an aspirational sport for both players and fans. PKL is a
trailblazing initiative by Mashal Sports Private Limited and Star India Private
Limited. They have jointly worked towards elevating the sport of kabaddi to an
international standard and have infused new life into the sport by bringing it to the
major metropolitan cities of India. The bid prices for players have increased
tenfold and sponsors are queuing up to sponsor the league. The league has
witnessed tremendous growth since its inception in 2014. PKL has grown to
become the second most watched league in India on television. PKL is backed by
the Amateur Kabaddi Federation of India (AKFI), and supported by participating
members of the International Kabaddi Federation (IKF) and the Asian Kabaddi
Federation (AKF). What are the branding and marketing challenges PKL has
successfully cracked to galvanize the resurgence of Kabaddi into an aspirational,
world class brand with a remarkable fan following? Critically evaluate the role of
brand marketing programs in the success of PKL.

3.a. Walter Landor is a renowned brand designer and founder of brand consulting
firm Landor. He says, “Products are made in a factory but brands are created in the
mind”. Explain his statement with examples from service and pharma’s sector in
India.

3.b. VIVO is back as Indian Premier League (IPL) title sponsor for 2021 season.
Choose a popular event and identify its sponsor. How the sponsor/sponsors are
building brand equity with their sponsorship? Is the sponsorship integrated with
other marketing communications?

Customer Relationship Management

1. ‘A service industry has a high customer interface.’ As a marketing manager of

Ginger Hotels (an Indian budget hotel chain, part of Indian Hotels Company
Limited, a subsidiary of the Tata Group), explain to the management as how the
CRM implementation will help your hotel in enhancing its quality of service. What
are the factors you will keep in mind for the successful implementation of CRM
systems and processes at Ginger Hotel?

2. Retention of customers not only develops business but also the profitability of a
company. You have joined as a relationship manager at ICICI Bank. The bank has
number of products such as consumer banking, home loans, car loans, mortgage,
life insurance, general insurance, etc. You have been provided with the database
and account details of the high net worth individual (HNI) customers. How are you
going to enhance the total spending of a customer with regard to a particular
product or services of the bank?

3 a) Will an operation oriented company like Big Bazaar benefit by practicing

CRM integration? Explain with reasons.
3. b) “The spending on IT infrastructure and CRM software involves high
investment while generating long-term rewards that cannot be quantified in
revenues’. Do you agree with this statement, and if so, why?

International Finance

1. Explain different accounts maintained under balance of payments with its

components. Also, explain why a stronger rupee could enlarge the India’s balance
of trade deficit and why a weaker rupee could affect the India balance of trade
deficit.

2. A US based IT firm required GBP 100000 in 180 days. The company feels that
exchange rates are expected to fluctuate in the next 6 months. Their near accurate
estimate based on a good quality research were as below:

Current Rate of GBP = USD 1.50

180 days forward rate for GBP = USD 1.48

Call premium USD 0.02 (strike price of USD 1.50 for 180 days) Interest Rates in
London for deposits – 4.5% and for loans – 5.1% Interest Rates in New York for
deposits – 4.5% and for loans – 5.1%

A fair estimate of exchange rate after 180 days is expected to be USD 1.44 with a
probability of 20%, USD 1.46 with a probability of 60% and USD 1.53 with a
probability of 20%.

Advise the company on a good hedging strategy. Make suitable assumptions if

required and state the same (10 Marks)

3. Conduct the below exercise Step-1: Click the link

https://www.imf.org//media/Files/Publications/WEO/2021/Update/January/English
/da ta/WEOJan2021update.ashx

Step-2: Answer the below questions

a. What do you understand by Real GDP? What is the Real GDP Growth Rate of
India and China in 2019? What is the estimated real GDP growth rate of India and
China in 2020? What is the projected real GDP growth rate of India and China in
2021 and 2022?

b. What is the estimated 2022 GDP Loss (in percentage) in comparison to pre-
covid levels (January 2020 forecast) in China and Other Emerging Economies in
Asia other than China?

Financial Institutions and Markets

1. Explain the way Indian Capital Markets is organized. Over the last 3 decades
various reforms have taken place to make the capital markets in India more and
more structured and scam-free. Explain any five such significant reforms

2. Describe how the prevailing interest rates in a country affect its exchange rates
with the currency of its major trading partner

3. Explain different types of money market instruments. In each of the below

cases, which money market instruments would you recommend and why?

a. A mutual fund manager has INR 450 million of cash, which he needs to park for
a period of less than 180 days, where he will move this to equity

b. An oil refining company wishes to borrow INR 1500 million for a period of 90
days to fund its settlement of invoices

Enterprise Resource Planning

1. The following complaint is brought to your attention in the organization:
“Customers are not satisfied because of the lack of prompt response from the
organisation regarding delivery and after sales service ". Can Implementation of an
ERP solution address this complaint? Describe the areas of business you would
identify for implementation in such a situation. How can new technologies help the
organisation create satisfied customers?

2. “A well-executed ERP system is a springboard for launching a company into e-

business “. Discuss this with an example.

3. Whole Foods, a company that manufactures, markets and distributes food

products has a partially computerised system where the sales person prepares a
sales order and a data entry operator records it in a system. This has resulted in
errors and delay in executing the order. The company is planning to develop a new
system to enable salespeople to enter sales data more accurately and promptly.
According to the marketing director who is proposing the system, salespeople
would use the system to record information about customer orders instead of data
entry operators having to transcribe order information from sales order entry
forms. Whole Foods is identifying a solution that would reduce the production time
and provide support to sales and marketing.

a. How can an ERP address their concern? How will integration help in reducing
the production time?

b. Identify the players and discuss the inter relationship between various functions
by presenting the order fulfilment process.

Operations and Supply Chain Strategies

1. Mr. Gupta is supply chain manager at Mega Mart one of the leading retail
organization. In the initial days of COVID 19 situation there was sudden rise in
demand of FMCG products. It was different kind of the disruption for the retail
industry. In that scenario every business required some competitive edge to sustain
in market. Discuss different supply chain drivers with Mr. Gupta that ultimately
helps Mega Mart to enables entire supply chain.

2. Mr. Bansal was working with reputed tuition classes and having rich experience
in teaching. One-day innovative idea came to his mind to start online classes. This
idea will give Mr. Bansal more students and better geographic reach. Suddenly he
left the job and started his online classes business. He struggles a lot in initial days
of business but later he manages his business in break even. Explain existing
situation of online learning classes with respected to industry life cycle.

3. XYZ Ltd Tourism Company running business from last 10 years and have many
good customer base. Company also operated offices in multiple cities. But due to
COVID 19 company faced a lots of challenges. Because of such pandemic
situation people were not traveling and not using any of company’s service. At the
same time company was not able to generate revenue and not able provide salaries
to employees.

a. You are appointed as business consultant in the organization. Suggest some

corporate level strategies that ultimately helps them.

b. Should company use retrenchment strategy or not? Discuss

Business: Ethics, Governance & Risk

1. We are all concerned with the serious health impacts of the escalating pollution
problem in a country like India where regulation oversight is comparatively lax
and penalties & punishments too few and far? Identify and select any one pollution
reducing/mitigating initiative practiced and embedded in its business by a listed
company that impresses you. Explain this initiative along with the short term &
long term positive impact of the same on the environment & people. (refer to
Sustainability Report and/or Business Responsibility Report of the company)

2. If business ethics is understood under the concept of universal values then most
of the conflict among ethical values, the laws of state and the codes of the
corporate world could be eliminated. Any individual, professional, corporation or
small & medium business can make one or more of these universal values the focal
point of their business; be it trust, integrity, fairness, compassion etc and the rest of
the values will follow. Identify which two universal values influence you OR your
organization/business and discuss how this influence & focus has led to ethical
decision making and a better reputation for you OR your organization (Write about
any ONE - yourself or your organization).

3a. Gender bias is one of the ills of our society and thus impacts our workplace too.
Most progressive businesses are moving towards gender neutral policies for talent
acquisition & talent management. Explain how are businesses doing it?

3b. How has the study of Business Ethics as a subject helped you make ethical
decisions & choices to navigate your professional life better.

Digital Marketing

1. What is world-wide-web. Discuss Web 1.0 to 5.0 with relevant examples

2. You run a local beauty parlour in Mumbai. Write a Google AdWords Search
Campaign for the same.

3.a. Discuss the various stages of the SOSTAC framework

3.b. With relevant examples support each stage of the SOSTAC framework

Total Quality Management

1. As per news reports, Samsung's clients were asking the company to develop a
200MP sensor last year. However, technical difficulties with production yield
resulted in the failure of Korean company to deliver the sensor on time. Samsung is
trying hard to overcome those hurdles and is all set to introduce a 200MP camera
for Smartphone this year. As a consultant how are you going to help Samsung to
understand the client’s needs, and further translate them into product features and
quality plan for the new products while keeping the other global competitors’
performance in view?

2. Stephen Hawking and other well-renowned scientists attempt to understand our

universe, in part, by trying to understand its beginning, a theory commonly known
as “the big bang.” Starting at, or striving for, the where, why, and how of
something has even become a part of the nomenclature, now often referred to with
a “zero”—Ground Zero (when, where) and Patient Zero (who). It’s no different
with Statistical Process Control, or SPC, minus the zero, perhaps. Explain the
methods of SPC using suitable example(s). Discuss the main objectives of SPC.

3. In order to foster a culture of Innovation and focus on Quality, the Hindustan

Zinc’s Pantnagar metal plant has 17 active quality circle (QC) teams at present.
The employees also take great pride in voluntarily driving the circles and achieving
new heights to deliver business targets, strengthen reliabilities of asset and
contributing towards sustainable growth, team building, reduction in waste and
create a stress free work environment. Source: India CSR network (2021, 5th Jan).
Hindustan Zinc’s Pantnagar Metal Plant wins big at the National
Convention on Quality Concepts Awards 2020
https://indiacsr.in/hindustan-zincs-pantnagar-metal-plant-wins-big-at-the-national-
convention- on-quality-concepts-awards-2020/

a. Explain the concept of quality circle. Discuss the composition of quality circle.

b. Discuss the main characteristics of Quality Circles. What are the main objectives
of quality circles? Explain how Quality circles lead to stress free work
environment.

Project Management

1. Provide details for each stages of the “Generic Project Life Cycle Model” for a
hypothetical project of conducting Annual Day in your university. Include specific
actions which are required in this project and give your comment about which will
be the most critical stage for this project.

2. Government is undertaking a major renovation in railway infrastructure. There

are four possible options (Project-01 to Project-04). Based on your instructions,
following data about the feasibility of the projects were collected. Data is in two
parts. The ratings (on a scale of 1 to 10, where 1 indicate POOR and 10 indicate
GOOD) on eight aspects and financial information. Conduct the feasibility analysis
– based on rating and using (Net Present Value) NPV method (use Discounting
Rate as 10% per year). Give your recommendation for the type of project to be
selected for this purpose.

Procurement Management

1. Explain Procure to Pay cycle with example for an Automobile spare part
industry who is using SAP ERP. Also explain roles and responsibility of
Procurement Manager within same example?
2. You are the buyer in textile industry M/s Weave, your management has given
you responsibility to procure a critical capex. Using Total cost of ownership
analyze your decision. What all cost are involved in the same? Explain in detail
considering all phases and lifecycle of product and how it will affect your
procurement decision.

3. You are buyer in one of the key real estate organisation M/s Brick Developers
Pvt ltd.

a. You have been given to manage Inventory Management is one of the key
activity which requires daily monitoring. Explain how vendor managed inventory
can help your organization? How does it varies compared to stock less buying?

b. Your CPO has asked you to help him to write down requirement to keep in
mind for new supplier registration process? What are parameter you will check
before onboarding the supplier?

Strategic Financial Management

1. Compute Discounted Payback Period, Net Present Value and Profitability Index
of a project which costs Rs 50,000, cost of capital is 8% and is expected to
generate following cash inflows:

On the basis of Net Present Value and Profitability Index, suggest if the project is
to be accepted or not.

2. Crown Ltd has the following book value capital structure. Equity capital (shares
of Rs 10 par value each) Rs 15 crore, 12% Preference capital (Rs 100 par value
each) Rs 1 crore. Retained earnings Rs 20 crore, 11.5% Debentures (Rs 100 par
value each) 10 crore and 11% Term loan Rs 12.5 crore. The next year expected
dividend on equity is Rs 3.6 per share and has an expected growth rate of 7%. The
market value is Rs 40/share. Preference stock, redeemable after 10 years is
currently trading at Rs 75 per share. Debentures, trading at Rs 80 are redeemable
after 6 years. Corporate tax rate is 40%. Calculate the WACC as per book value
weights. Comment on the relevance of calculation of WACC.

3. Walter and Gordon model analyse the impact of distribution of dividends on the
valuation of the firm but the formula used in both the cases are different. Company

ABC Ltd wanted to evaluate the price of the share in both cases. The company
earns ₹ 50 per share and expects the same for the next year. The cost of capital to
the firm is 11%. The company earns return on investment of 15% and the firm is
planning dividend payout ratio of 60%. Calculate:

a. Price of the share using Walter Model. Comment on the relationship between
return on investment and cost of capital in the case above and decision of the firm
whether dividend is to be declared or not.

b. Price of the share using Gordon model. Comment on the relationship between
return on investment and cost of capital in the case above and decision of the firm
whether dividend is to be declared or not.

Sales Management

1. Astus Auto, is a new start up dealing with CNG two wheelers. They have hired
you as a sales consultant. Can you guide them with the Sales process with regards
to their product?

2. You are hired as the HR Manager for Sales Force Mumbai, a company dealing
with managing contract sales for various apparel brands in Western India. Can you
guide your team about the best strategies to recruit, select and train best sales
employees?
3. A newly set up Sales start up, dealing in sales and distribution of different types
of soles for shoes to various shoe manufacturers has hired you as their consultant.

a. They are confused between whether they should go a centralization or

decentralization in their management style. Can you guide them with features of
both along with their benefits and problems?

b. Also, can you guide them about the various types of Sales Organizational
structures they could choose from for their organization?

Strategic HRM

1. Sharp HR is a leading name in the field of Manpower planning and Business

Consulting. Sharp HR understands that human resource of any organisation if not
managed strategically, it affects the growth of the organisation. With a view to
bring forth the 3 stages of SHRM with its explaination so that Sharp HR can use
these to convince their clients. Help Sharp HR mention the various stages with a
brief explaination.

2. Explain Primary and Secondary activites in Porter’s Model w.r.t MBA Chai
wala. Students are expected to research the case of MBA chaiwala as a brand apply
Explain Primary and Secondary activites in Porter’s Model mentioned in the
concept to explain it.
3. Covid-19 hit the entire globe. Sumeet was a seasoned offline trainer as he liked
to introduce himself. Who till the pandemic hit never shifted to online
methodology and never considered Virtual training as a beneficial tool. He saw
virtual training as a very inhuman and tech-based chore rather than personalized
and effective offline training. Being virtual was suddenly a necessity rather than a
luxury during this difficult phase.
a. Could you as an HR manager brief Sumeet of the characteristics of a virtual
training via a power point format.

b. Give Sumeet tips and tricks to make such virtual sessions as interesting as
the offline one.

Research Methodology

1. Last Week When Suryadev Menon went to the Byculla market for purchasing
Fruits, he has observed that most of the vendors are using WhatsApp. He has
observed that these traditional vendors have started using WhatsApp for their
business-related communications. One question came to Suryadev’s mind that
“How WhatsApp can be useful to these WhatsApp-users who are running their
fruit shops in Byculla, Mumbai?”. He wanted to survey this. During the literature
review process, Suryadev found TAM (Technology Acceptance Model) as a
suitable framework. Help him to design a questionnaire accordingly. Also, cite the
material (if any) being used for gaining insights for the formulation of questions.

2. Rewrite the Literature for your Research by referring to the mentioned

paper, this can be a part of your literature study. Imagine you wanted to work with
the following research question: “In India, which factors motivate the vendors
(running small/ micro firms) to utilize WhatsApp?”.

3. A particular government department of Maharashtra wanted to survey

“challenges faced by Companies during the Covid-19 pandemic”. A team of three
belongs to that government Department, has downloaded data of all listed
companies from OGD platform. Now, they strongly believe that their target group
of the current study is; ‘Active companies’. As a part of writing a basic
introduction, they wanted to summarize the data they have received from OGD
platform by keeping only ‘Active Companies’.
a. Simply Identify the measurement type of each column that exists in the data file
and mention it along with the variable name.

b. Summarize the data (prepare frequency table) only for the

“PRINCIPAL_BUSINESS_ACTIVITY_AS_PER_CIN “variable and write basic
interpretation along with an appropriate graph.

Data link: Company Master Data of Maharashtra upto 28th February 2019 | Open
Government Data (OGD) Platform India

Services Marketing

1. You are hired as a consultant by a newly set up supermarket in Noida called

Spark. Can you guide them about the 4 I’s of Service Marketing and what
strategies can they use to overcome the same?

2. Super JET a private chartered flight company wants to use your help in
designing their flower of Service. Can you guide them on the same?

3. XYZ Ltd. is a company which deals with rendering Intellectual Property Rights
services to various corporate houses in Mumbai

a. They are losing out to competitors as they are not able to understand customer
expectations. Can you guide them on the factors influencing customer expectations
and the components of customer expectations?

b. Also, can you guide them that how can they improve the customers service
encounter with the help of the servuction system?

Contact:

Prof.Dr.N.Palaniappan.,MBA.,MCom.,MPhil.,PhD

Mail ID: [email protected]

Ph: - 9025810064 (whatsapp available)