Important Questions *(marketing)

SERVICE MARKETING

Rishit Khakhar..!!

1. (a) What are the implications of the services marketing triangle? Explain giving suitable examples. (b) Distinguish between the following with the help of examples: (i) 'Search qualities' and 'experience qualities' (ii) 'Facilitating services and supporting services' 2. (a) Taking the example of a hotel, explain the Gronroos Model of Service Quality. (b) What do you understand by the term Yield Management? Discuss the importance of yield management for an airline. 3. (a) Explain the term 'word of mouth communication' and discuss its significance for a health service provider. (b) Discuss the importance of location decisions for educational services. 4. Write short notes on any three of the following: (a) Trends in international trade in services (b) Roles of physical evidence (c) Importance of customer retention (d) Extended marketing mix for hotels (e) Classification of product support services 1. (a) What are the various modes of service delivery in international trade? Discuss with the help of examples. (b) How is information search behavior different in case of services as compared to goods? Explain giving suitable examples. 2. (a) Why do customers switch service providers? Can you do anything as a marketer to prevent the customers from switching? (b) Briefly explain the characteristics of a good service guarantee. Formulate a service guarantee for a fixed Landline telecom service provider. 3. (a) Discuss the importance of non-monetary costs in pricing decisions for services taking the example of health services. (b) Identify and explain the product support services which automobile manufacturers can offer to remain competitive/for gaining competitive advantage. 4. Write short notes on any three of the following : (a) Reasons for growth of the service sector (b) Franchising (c) Measurement of Service Quality (d) Channels of distribution for bank (e) Classification schemes for services 1. (a) In what ways is distribution of services different from goods? Identify a few services which can be distributed electronically and discuss the challenges involved in it. (b) Differentiate between core, facilitating, and supporting services, giving suitable examples. 2. (a) What are the benefits derived by a service firm in offering a service firm in offering a service guarantee? (b) Discuss the characteristics of a good service guarantee. Evaluate the following service guarantee offered by a restaurant for its home delivery services, on the basis of the characteristics discussed by you. "30 MINUTES GUARANTEE. 10% DISCOUNT ON DELAYED DELIVERY ORDERS* *Discounts not applicable for orders over Rs.500" 3. (a) How important is it for a hotel located at a hill station to use promotions during off-season? Also identify the possible sales promotion schemes it can offer. (b) Discuss the importance of word of mouth communication for health care services. 4. Write short notes on any three of the following: (a) Role of service sector in Indian economy (b) Gronroos Model of Service Quality (c) Pricing of educational services (d) Yield Management (e) Role of Physical evidence

1. (a) Juran defined quality as fitness for use or purpose.' Critically evaluate the definition. (b) A Writer on quality has proposed statement that quality is the only issue for organisational Survival. Discuss the statement in the light of the challenges facing contemporary organisations.

TQM

Important Questions *(marketing)

Rishit Khakhar..!!

2. "Explain: (i) Quality Function Deployment (QFD): and (ii) Pareto analysis. Illustrate your answer with suitable examples. 3. Draw up a typical structure for the promotion of TQM in a multi-divisional organisation. What roles to the steering committee and the TQM co-ordinators play? 4. Briefly discuss the core elements of an Environment Management System (EMS). How would you develop an EMS for an organisation? 5. What are the general requirements on the quality award process? List the key features of any one of the quality awards (National or international). 1. (a) "TQM is a total system approach and is an integral part of corporate strategy. It works horizontally across functions and departments involving all employees from top to bottom." Explain and elucidate the ramifications of the statement. (b) Juran divided quality management into three parts known as Juran's Quality Trilogy. Briefly explain the three parts of the Trilogy. 2. (a) What are roles and responsibilities of top management of an organisation in developing and implementing TQM concepts in an organisation? (b) Explain various components of quality costs and strategy for reducing the quality cost. 3. (a) Discuss what are control charts. How could you interpret abnormal patterns in control charts? (b) Explain what is "Acceptance Sampling". Differentiate between single sampling plan and double sampling plans. 4. (a) What conditions would you keep in mind while empowering people in the context of TQM? (b) "TQM is not culture-spectific," Discuss. 5. (a) How does implement of ISO 9000 QMS encourage transparency and accountability? (b) What kind of professional attitude should a quality system auditor have? 1. Critically examine, with examples, the following statements: (a) Total quality is too important to be considered as subsidiary to profit." Do you agree? Why or Why not? (b) "Quality and cost are complimentary and not conflicting business objectives." 2. Examine the role and responsibility of top management of an organisation in achieving centred focus on strategic planning. 3. (a) Discuss the primary applications of control charts. (b) What is benchmarking? Classify benchmarking based on the nature of firms against which benchmarking could be done. 4. (a) Why are teams important in TQM? How should teams be structured? (b) Describe some work practices that can promote learning in the context of TQM. 5. What are the principal concepts of ISO 9000 QMS? How does the implementation of the system encourage transparency and accountability? MS-96 Total Quality Management Attempt any three questions from Section A. Section B is compulsory and carries 40 marks. 1. Explain the following, citing research evidence/examples, if any. (a) "TQM requires a different kind of thinking about customers, suppliers and shareholders/owners." (b) "Born in Japan, the concept of Quality Circles if culture-specific and may therefore not work in another country." 2. (a) What is meant by "Customer Value? Explain the concepts of 'Value Realized, "value Sacrificed' and 'Net Value'. (b) Discuss any three tools and techniques that can be useful in budgeting., control and reporting of quality costs. 3. (a) What is robust design? Comment upon its usefulness? (b) What is 'six-sigma'? How can it be helpful in achieving quality objectives of a firm? 4. Examine the role of leaders in transformation or changing the organisation. What principal reasons. You think, might be responsible for many leaders not being able to succeed in managing change in the context of TQM? 5. What are the core elements of an EMC? How could you develop an EMS based on ISO 14001?

1. (a) "The strength of the chain is determined by its weakest link," Explain with examples, in the context of quality management. (b) The American quality crisis of being prolonged by what Derning called "the seven deadly diseases" associated with traditional management practices. What are these seven deadly diseases? Explain. 2. (a) Why should 'prevention costs' take precedence over the other three types of quality costs? (b) What benefits the tem 'Statistical Control' mean? Explain the difference between process capability and control. Explain how to carry out a process capability study.

Important Questions *(marketing)

Rishit Khakhar..!!

3. What does the term 'Statistical Control' mean? Explain the difference between process capability and control. Explain how to carry out a process capability study. 4. (a) If you visit an organisation, how would you identify and determine that it practices TQM? (b) What are the negative effects of a performance appraisal system, particularly from the viewpoint of TQM. 5. (a) Describe the type of documentation required for implementing ISO 9000 in an organisation and seeking registration. (b) What are the general requirements in a quality award process? Examine one of the quality awards critically and identify the factors contributing towards performance excellence in an organisation

International marketing
1. (a) When entering a new market, how can one "learn" the culture? What aspects of the culture would influence the marketing of women's designer blue jeans in different countries? (b)An Indian tractor manufacturer has decided to enter the tractor market in South America. What strategies could in use to reduce the possible effects of political risk? 2. (a) Why do you think a company should or should not market the same product in the same way around the world? Discuss with the help of suitable examples. (b) The performance of a firm's distributor in Africa has been poor over the last couple of years. What suggestions would you give to the firm to improve the management of the distributor? 3. Why is it more difficult to do marketing research in multicountry settings? What is the role of desk research in conducting international marketing research? What criteria would you use for evaluating sources of secondary data? 4. Write short notes on any three of the following: (a) EPRG Framework (b) Principal Export Documents (c) The Effects of Terms of Delivery on Price (d) Elements of International Advertising Strategy (e) International Marketing Control SECTION - B 5. (a) An Indian company manufacturing cotton fabric is presently operating in the domestic market only. The company now wants to enter foreign markets. What could be the possible benefits for the company? What are the different modes of entry available to the company without any investments in the foreign markets? How can the company go about segmenting the international market? (b) A Company from India exporting to ten countries has plotted these countries or the following matrix. High 1,2 Country 9 attractiveness Low High Low Competetive Strengths What specific strategies would you suggest to the company with regard to its direction of growth? 1. (a) What are the factors that prompt international business concerns t invest in foreign countries? Discuss giving suitable examples. (b) Discuss the role of India's trade representatives abroad in export promotion. 2 (a) Why is it important for an international marketer to study culture? What are the techniques available for undertaking cultural analysis? (b) What do you understand by the term 'political risk'? What is the management process available for managing political risk'? 3 (a) State the contents and explain the significance of the following documents: 7,8 3,10 4 5,6

Important Questions *(marketing)

Rishit Khakhar..!!

(i) Bill of Lading and (ii) Commercial invoice b) How would you select and agent to represent you in a foreign country? Explain giving suitable examples. 4. Attempt any two parts of this question: (a) Write a note on product adaptation vs. product standardization. (b) What are the major points to be covered in a price quotation? (c) Discuss the advantaged and limitations of indirect exporting. SECTION - B 5. (a) Suggest a frame work for preparing a marketing plan for export of processed food (Indian Cuisine) to the U.K. and the U.S.A. (b) How would you go about selecting a few possible markets internationally for auto components? 1. (a) "Operating in international markets is much more complex than marketing domestically." Critically evaluate the statement with suitable examples. (b) One of your friends is willing to export handicrafts from India. Explain to your friends, export promotion activities undertaken by the organizations/institutions, he should get in touch with. 2. (a) Carry out a brief analysis of recent trends in India's foreign trade. (b) Explain the following terms: (i) FAS (ii) FOB (iii) CIF (iv) DDP 3. (a) Distinguish between different forms of Regional Economic Groupings giving suitable examples. (b) As a newly appointed export manager. You have received an export order for export of basmati rice to Saudi Arabia. Write down the steps you will take for executing the export order. 4. (a) Explain the concept of International Product Life Cycle (IPLC) with appropriate examples. Can you identify and describe a few market situations where IPLC is not valid? (b) You have been engaged by an entrepreneur who is willing to export readymade ladies casual-wear from India. Prepare a checklist you would require to assess its export potential. Suggest the sources from where this information can be sought. 1. (a) Distinguish between various types of Regional Economic grouping with suitable examples. (b) Explain the concept of global marketing with the help of EPRG framework. 2. (a) As a newly appointed Export Manager in a cosmetic manufacturing company, you have been asked to visit Oman and Saudi Arabia. Evaluate the impact of culture on your business plans. (b) Briefly describe major incentives presently available to an exporter from India. 3. (a) As a first time exporter of handicrafts, what are the options for receiving payment available to you? Which mode of payment wold you prefer and why? (b) Explain various elements of cost for computing export pricing. 4. Write short notes on any three of the following: (a) World Bank (b) International Product Mix (c) International Marketing Control (d) Composition of India's Foreign Trade (e) International Marketing Research Procedure 1. (a) Comment upon the role of export promotion councils in promoting India's exports. (b)What are the various factors leading to the formations of regional economic groupings? 2. (a) How would you make a country's risk analysis? (b) The currency in which goods are invoiced can have direct implications on cash flows and profitability Explain. 3. (a) What is a letter of credit? What is its significance in financing foreign trade? (b) Explain the contents and significance if (i) Bill of Lading and (ii) Performa Invoice 4. Attempt any two parts of this question: (a) Describe the components of International advertising strategy. (b) Write a short note on product standardization vs. product adaptation. (c) What is the type of information needed to make proper export price quotation?