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    ITM333

    IT Applications for Retail Supply Chain Management
    Assignment  - I
    Assignment Code: 2015ITM333A1    Last Date of Submission: 15th April 2015
    Maximum Marks:100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
    Ques.    1    Describe the supply chain involved in making the bottle of Coke that you have just
    picked up from your neighbourhood retail store.

Ques.    2    How do transport companies benefit from technology like Global Positioning System                
                        (GPS)? With the help of GPS, can transport companies track their trucks on real time
                        basis.

    Ques.    3    Given the information below, what are the EOQ and reorder point?
    Annual Demand = 1,000 units
    Days per year considered in average daily demand = 365
    Cost to place an order = Rs. 10
    Holding cost per unit per year = Rs. 2.50
    Lead time = 7 days
    Cost per unit = Rs. 15
    Ques.    4    Suppose a retail company’s new annual report claims their costs of goods sold for the
     year is Rs. 160 million and their total average inventory (production materials + work-
    in-process) is worth Rs. 35 million.  This company normally has an inventory turnover
    ratio of 10.  What is this year’s Inventory Turnover ratio?  What does it mean?
    Section-B

Consider the monthly demand for a company XYZ Ltd.

Sales    2006    2007    2008
January    2000    5000    5000
February    5000    4000    2000
March    5000    4000    3000
April    3000    2000    2000
May     4000    5000    7000
June    6000    7000    6000
July    7000    10000    8000
August    10000    14000    10000
September    15000    16000    20000
October    15000    16000    20000
November    18000    20000    22000
December    8000    12000    8000



5.    Use 6-month, 12 month moving average, exponential smoothing with coefficient with alpha of     0.1, 0.2 to derive the forecast for 2009 Jan to December. For each of the method calculate the     MAD and Bias and discuss which among these models would be appropriate for forecasting the     demand.














    ITM333

    IT Applications for Retail Supply Chain Management
    Assignment - II
Assignment Code: 2015ITM333A2    Last Date of Submission: 15th May 2015
    Maximum Marks:100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
    Ques.    1    Write short notes on the following.
     a)  Bar Coding System
      b)  ERP systems in use in Retail sector
      c)  RFID and its use in Retail business.
      d)  Application of GIS in retail
    Ques.    2    How do transport companies benefit from technology like Global Positioning System
    (GPS)? With the help of GPS, can transport companies track their trucks on real time
    basis.
    Ques.    3    Write short notes on:
    a)Continuous Replenishment Program (CRP)
    b)Collaborative Planning, Forecasting and Replenishment (CPFR)
    c)Electronic Data Interchange (EDI)
    d)Vendor Managed Inventory (VMI)
    Ques.    4    What are the major obstacles to achieving strategic fit?
    Section-B

Design the vehicle route for a retail chain which has 10 stores. Capacity of the vehicle is 25 units and other relevant data are as follows:                                                    

Distance and load related data for a retail chain
Dealer    1    2    3    4    5    6    7    8    9    10
Distance from Store    16    18    10    17    26    18    7    12    15    21
Average Demand (Kgs.)    8    4    6    6    4    8    8    6    8    4
Distance Matrix in Kilometres.
     1    2    3    4    5    6    7    8    9    10
1                                       
2    34                                   
3    7    27                               
4    33    12    27                           
5    41    8    35    19                       
6    31    13    24    23    14                   
7    19    20    14    15    28    24               
8    24    20    19    12    28    27    6           
9    12    32    12    26    40    33    12    15       
10    32    23    28    12    31    33    15    9    22   

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    ITM332

    IT Applications for Merchandising
    Assignment - I
    Assignment Code: 2015ITM332A1    Last Date of Submission: 15th April 2015
    Maximum Marks:100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
    Ques.    1    Explain the importance of sourcing in merchandise process.
    Ques.    2    What is the difference between the four methods of dollar merchandise planning used
    to determine the proper inventory stock levels needed to begin a merchandise selling
    period?
    Ques.    3    What do you understand by sales per square foot? Why do we use it in calculating
    performance measure in merchandise category? Comment with relevant examples
    Ques.    4    a.     What is ECR ? Explain the scope of ECR.
    b.      Explain the information flow in ECR system.
    Section-B

Marks & Spencer And Dewhirst

The partnership between Marks & Spencer and Dewhirst is perhaps one of the longest standing business partnerships of all time.  It began in 1894 when Michael Marks, a stallholder in Leeds Market Hall, formed a partnership with Tom Spencer, who had previously worked as a cashier for a wholesale company I.J. Dewhirst.  The two companies have continued to trade, and Dewhirst is now a world-class manufacturing company in its own right, as well as being the second largest non-food Marks & Spencer supplier.

Dewhirst has its roots in supplying textile products to M&S, but product expansion into areas such as toiletries has given Dewhirst the opportunity to diversify.  In 1998, Marks & Spencer launched a salon-formulation hair-care range in response to the growing interest in healthy hair and consumers’ willingness to purchase upmarket hair products.  The following account follows the introduction of the new product range, highlighting the relationship between supplier and retailer as they work together to bring a product idea to market.

Richard Fawdry, merchandiser for toiletries at Marks & Spencer, talks to his contact, Sales Director Lorraine Crosby at Dewhirst, everyday.  Dewhirst is one of six suppliers to the toiletries department and has a toiletries product development team who work exclusively on Marks & Spencer products.  In the spring of 1997, Lorraine suggested to Richard that marks & Spencer could develop a premium priced ‘salon formulation’ hair care range.  Richard was interested and asked Dewhirst to make some proposals.

The initial stage of the product development was the generation of themed story boards, pulling together ideas on product ingredients and packaging designs including bottle shapes, caps, and openings, labels, colours and product textures.  These were used in product brainstorming sessions involving designers, selectors and merchandisers from M&S and product designers and marketers from the Dewhirst organization.

The next stage involved intensive discussion on the size of the range and target price points.  A few bottles of shampoo would not make an adequate presence, but space constraints within the store meant that a new product launch would result in less space for other products prototype began.  For this, a product development representative from Dewhirst visited laboratories in California, where the best hair-care formulations are made, using all the latest ingredients and technology.

Marks & Spencer did not get heavily involved in the formulations of the hair products, trusting Dewhirst as the product experts to come up with a product suitable for the Marks & Spencer customer.   Lorraine, meanwhile, kept Richard informed on all aspects of the product’s progress.  When the formulation had been agreed between the toiletries technologist at M&S and Dewhirst technicians, it was blind tested with consumers.  In the meantime, product features such as packaging and product information were considered in detail, with the aim of producing a product with worldwide appeal at price levels considered to be value for money, especially to the largest customer group, the UK.  Exchange of design information were facilitated by an EDI/CAM link up between the two companies. Every detail of the product was discussed in depth, with the final selling price as a key influence in the negotiations.

Finally the Richard worked on a detailed sales estimate for the range.  He considered how wide the gap in the market is for this range, how strong is the competition from other hair care brands and retailers, and how much market share Marks & Spencer could expect to take.  Lorraine provided some information to Richard on the market structure and competing retailers to help with this task.  Richard also needed to decide if all the M&S stores would take the hair-care range and, if they do, whether they would take all the different product variations.   The final sales estimate was given to Dewhirst, so that they could start planning production in the factories to meet the delivery schedule.
Point of sale material to support the launch was generated by Marks & Spencer’s graphics department, using product prototypes supplied by Dewhirst in the photography.  The finalized range planning was presented at a merchandise review and was endorsed by the Marks & Spencer board of directors.  Once the product launch was successfully underway, Lorraine and Richard went for an after-work celebratory dink!
5.     Questions:

a)    Why is the type and assortment of merchandise give so much of importance in retailing?

b)    Why is the target price points, packing and product information key deciding factor for product selection in retail outlet like Marks & Spencer?

















    ITM332

    IT Applications for Merchandising
    Assignment - II
Assignment Code: 2015ITM332A2    Last Date of Submission: 15th May 2015
    Maximum Marks:100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
    Ques.    1    Explain in details the Cost and Retail Methods of accounting for Inventory Valuation?
    Use suitable examples and Data Tables to explain your understanding?
    Ques.    2    Write short notes on any TWO from following giving suitable examples?       
    a).Merchandise Security & types of Inventory Shrinkage in Retailing
    b).Re Order point in Inventory levels and the importance of EOQ
    c).Compare Basic Stock Method to Percentage variation method in Inventory Planning
    d).Planned Reductions and Planned Purchases in Inventory Planning by Retailer
    Ques.    3    What are the key factors affecting vendor negotiation?
    Ques.    4    What is Electronic point of scale (EPOS) system. How it is used in improving stock
    control system?
    Section-B

Read the case and answer the following questions:
Private Label
Private labels are products that are manufactured by the retailer itself, rather than a manufacturer who generally markets them through separate retailers. As is evident, private labels are mostly prevalent in organised retail. Europe is the largest market for private label products globally. Within Europe, the United Kingdom is the largest private label market by size, followed by Germany. Private label penetration in the United Kingdom is close to 37 per cent currently, and is forecast to exceed 40 per cent by 2011. Should manufacturers really lose sleep over what the retailer is doing? Well, private labels are large in developing markets — they account for 40 per cent of Wal-Mart sales ($126 billion or Rs 5,16,600 crore), 50 per cent for Tesco ($36 billion or Rs 1,47,600) and are eating into a larger chunk of the organised retail sale in developed markets. In Germany, for instance, private label has shot up from 12 per cent of sales to 34 per cent. This has, in effect, changed the balance of power between brand manufacturers and retailers, giving the latter a decided advantage when negotiating terms with the brand manufacturers. And apart from the multibrand retailers, a category of private label-only retailers has also been created — Ikea, Toys ‘R’ Us, Zara — who sell only private label brands.
The writing is on the wall: private labels are growing faster than manufacturer brands. They are ubiquitous across categories and they now compete on quality — in fact, they are now brands! Private label share is expected to grab almost 22 per cent of sales in developed markets by 2010.
Private labels have evolved from ‘cheap and nasty substitutes’ to the real thing. Indeed, ‘copycat’ private labels still remain a strong strategy for retailers. However, the copycat no longer depends on the price advantage to fight the branded product; it has improved on quality and offers a value proposition to the consumer. Similarly, the earlier theory that that recessions fuelled private labels while an economic boom resulted in growth of brands no longer holds good.
 Among the leading retailers of private labels is Tesco, which has a large portfolio spanning the entire price range. So from a ‘pile it high, sell it cheap’ approach, Tesco has moved into a more consumer-focused chain where private label offerings are the core of the strategy.
Wal-Mart, on the other hand, casts the net wider on private labels to create a ‘house of brands’. The only caution for retailers is that there should be a judicious mix of private labels and brands.
With India on the cusp of a retail revolution, some of the case studies should provide food for thought. In an ACNielsen consumer survey in 2008, only 56 per cent Indians agreed that private labels are a good option in comparison with brands – as against four in five consumers in developed countries. Further, the same survey also concluded that a majority of Indian consumers associate private labels with low cost, and are, therefore, apprehensive about compromising on quality. The target segment for organised retail in India is still predominantly urban, and in the context of private labels, it is more inclined towards ‘upwardly mobile' urban consumers. This segment gives high priority to quality, and the ‘budget label' perception does not help at all.
Further, Indian retailers have not been able to develop a bond with consumers. Consumer loyalty has been seen to provide impetus to private label growth in developed countries such as the United Kingdom. The lack of this bonding and loyalty could hamper private label penetration in coming years.

With the entrance of several corporate majors such as Reliance, Birla, Pantaloon there is intense store-level competition in the current Indian retail scenario. However, if Indian retailers were to follow the UK model, this could actually turn out to be a boon for private label growth. Major UK retailers such as Sainsbury and Tesco have successfully used private labels to differentiate themselves. This scenario could be replicated in India in the near future. At the same time, though, the Indian consumer's psyche also provides an opportunity for retailers. The Indian urban consumer is price-conscious, but also expects high quality.


Questions:
1.    What are private labels? What is the share of private labels for a) Shopper Stop b) Westside c) Pantaloon?                                                                                                                                       
2.    Suggest the strategies by which the potential of Private label can be tapped in Indian Market.    
3.     What are the categories in which Private labels likely to exhibit maximum penetration? Justify. Why ?                                                                                                                      

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    ITM331

    Fundamentals of Retailing
    Assignment - I
Assignment Code: 2015ITM331A1    Last Date of Submission: 15th April 2015
    Maximum Marks:100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
    Ques.    1    Explain Non store retailing. What are different formats of Non Store retailing? Compare
     the benefits of Non store retailing to a Retailer and to a Customer. Give suitable
    examples
    Ques.    2    Explain Various Theories of Retail Evolution and give suitable Indian Examples for
    each Retail Theory.
    Ques.    3    Do you agree that there are three keys to success in retailing – Location, Location and
    Location? What factors should a retailer consider while selecting the location for his
    stores? Discuss with examples.
    Ques.    4    How can small, independent retailers compete against large national chains?
Section-B

Case Study

Carrefour SA, France-based world’s second largest retailer, which clocked global revenues of E 97.8 billion in 2008, has according to an announcement, decided to foray into the country’s retail sector by opening its first Cash & Carry store in the National Capital Region (NCR) in mid-2009 or early 2010.

The Europe’s largest retailer has been looking for opportunities to enter the country’s fast growing retail sector since 2006 as its sales in its home market France, which accounts for nearly one-half of its global sales, have been stagnating for sometime. Last year (2008), sales in France grew by a mere one per cent.

Despite adverse impact of global economic slowdown, sales in the nascent organised retail sector of India still grew at a healthy pace of around 15 per cent in 2008. This growth, though was slower than the previous years when the business grew at around 30 to 35 per cent per annum.

In order to give a fillip to its India plans and finalise sourcing arrangements, the European retail giant recently organised a meeting of food and non-food vendors in Delhi.

“Every market we enter, we work closely with local producers, farmers, agricultural cooperatives and manufacturers. In most Carrefour stores, around 90 per cent of the sold items are locally sourced,” said Carrefour in a statement.

“This meeting had three objectives: to introduce the Carrefour Group and its project in India, to return on the concept of the cash-and-carry store and to present the working specifications and the mode of collaboration with suppliers.”

Apart from introducing the group and its India plans, according to Herve Clec’h, Managing Director, Carrefour India, the meet was also organised to build relationships and open business opportunities for suppliers in the company’s global sourcing network.

While, the world’s largest retailer Wal-Mart has recently opened its first Cash & Carry store in India in partnership with telecom giant Bharti Enterprises, the world’s fourth largest retailer Metro AG of Germany is is already present on its own in the Cash & Carry segment with 5 C&C stores operating across large metro cities of Bangalore, Hyderabad, Mumbai, and Kolkata in India.

The two other Europerean retail giants Carrefour SA of France (world’s second largest) and Tesco plc of UK (world’s third largest) are now preparing blueprints for setting up their C&C format stores in India. While Tesco plc has joined hands with Star Bazaar retail chain of Tata group retail arm Trent Limited, Carrefour is believed to be in talks with the country’s largest retailer Fututure group for a possible tie-up.

All the major Indian retail players, who were earlier planning to foray into Cash & Carry wholesale retail, including Reliance Retail, Future group, Videocon, Indiabulls, appear to have withdrawn from the race to enter this segment that apart from heavy cash investment requires long gestation period to make operations viable.

5.     Case Questions:

a.    What is cash and carry format? Explain in detail, its advantages and disadvantages.
b.    Why are global retailer look at investment opportunities in India?
c.    Why is it important for a retailer to have a in-depth knowledge of local vendors?
(7+6+7)





    ITM331

    Fundamentals of Retailing
    Assignment - II
Assignment Code: 2015ITM331A2    Last Date of Submission: 15th May 2015
    Maximum Marks:100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
    Ques.    1    Write Short notes explaining the following:
    (i)Ethical and Legal Issues in retailing
    (ii)Dealing with Unprofitable customers
    Ques.    2    Write Short notes explaining the following:
    (a)Flow chart of Retail Strategic Planning Process
    (b)Different types of Positioning alternatives for a Retail Store
    Ques.    3    Define CRM? Briefly explain (CLTV) Customer Life Time Value and Customer
    Pyramid? Explain different CRM methods / approaches used by retailers for customer
    retention.
    Ques.    4    Define Customer satisfaction? Explain importance of customer service in Retail?
    Illustrate with a Flow Chart various types of Service Gaps in context of Retail?
    Section-B

Case Study:
Reliance Jewels, a speciality format of Mukesh Ambani-led Reliance Retail, which specialises in offering a wide range of certified gold, gold jewellery, and diamond jewellery, launched its 12th store in the National Capital Region (NCR). The new store is located at the Gold Souk Mall in Sushant Lok-1, in Gurgaon. Reliance Jewels offers more than 10,000 stunning designs of jewellery from all regions of rhe country.
“We are delighted to bring the Reliance Jewels experience to the people residing in the NCR. It has always been the endeavour of Reliance to provide consumers with a wide range of high quality products at competitive prices. Reliance Jewels is another step in that direction- we offer consumers an unparalleled range of jewellery, backed by the assurance of hallmarked gold and certified diamonds, in an unmatched shopping ambience. We are confident that the Reliance Jewels experience will be appreciated by our customers here,” said Bijou Kurien, President and Chief Executive - Lifestyle, on the occasion.
The first Reliance Jewels store was opened on 17th November, 2007. According to the original plan Reliance had targeted to open 300 speciality jewellery stores and garner 10 per cent of the total market overtaking the business of another jewellery retailer Tanishque, owned by Titan Ltd of Tata group.
Gitanjali Group, the country’s largest integrated jewellery maker and pioneer in the business of branded jewellery, which among others offers branded ornaments under Gili, D’Damas, and Nakshatra brands, is going in for an aggressive expansion of its retail network.
Aerens Gold Souk (AGS) Luxury Retail, a Delhi-based venture of Aerens family, which presently operates two Gold Souks at Gurgaon and Ludhiana, is preparing itself to launch a Rs 250 crore multi-specialty mall in the last quarter of 2010. The mall is coming up at Vandalur, near Chennai.

Case Questions:

5.    a.    Why are all Indian retailer investing in gold market? Discuss with reference to potential             market and growth opportunities.
    b.    Why is certification important in the sector?
    c.    Do a customer profiling for Reliance Jewels.
    d.    As the chief of marketing Reliance Jewels, outline the market expansion and service             strategy.                  
(5+5+5+5)

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    ITM325

    Financial Engineering
    Assignment - I
    Assignment Code: 2015ITM325A1    Last Date of Submission: 15th April 2015
    Maximum Marks:100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
    Ques.    1    What are the regulatory frameworks in risk management? Explain Basel Committee’s
    recommendations.
    Ques.    2    Explain the types of options
    Ques.    3    Explain the meaning of future and forward. Bring out the differences.
    Ques.    4    What is meant by Derivatives? Describe essential features of a forward and a futures
    contract. In what way they are different?
    Section-B

Silver Oak Ltd. an Indian company an Indian company is mainly engaged in international trade with US and UK. It is currently 1st January. It will have to make a payment of $ 7,29,794 in the coming six months time. The company is presently considering various alternatives in order to hedge its transactional exposure through its London Office. The following information is available:
    Exchange Rates :
   
$/£    Spot Rate                    :  1.5617  - 1.5773
    6-month $ forward rate                :  1.5455  - 1.5609
   
Money Market Rates                      Borrow                   Deposit
                              (%)                        (%)
    U.S. Dollar                6               4.5
    Sterling                7              5.5
   
Foreign currency option prices (Cents per £ for contract size £12,500)
    Exercise Price        Call Option (June)    Put Option (June)
    $1.70/£              3.7            9.6
Suggest which of the following hedging options is most suitable for Silver Oak Ltd.:
(i)    Forward Exchange contract
(ii)     Money Market
(iii)    Currency option.

    ITM325

    Financial Engineering
    Assignment - II
    Assignment Code: 2015ITM325A2     Last Date of Submission: 15th May 2015
    Maximum Marks:100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
    Ques.    1    Explain the meaning of Hedging and how can hedging be used as a tool for risk
    management
    Ques.    2    Define the following terms with appropriate example.
    (A) Currency Swap
    (B) Interest Rate Swap
    Ques.    3    How can hedging be used as a tool for risk management? Explain with example.
    Ques.    4    Define the following terms:
    (a) premium
    (b) Exercise price
    (c) out-of-the-money option
    Section-B

An AMC has decided to call a well – known country risk consultant to conduct a country risk analysis on a small country in which the MNC plan to develop a large subsidiary. The MNC prefers to fire the consultant since it plans to use its employees to other important corporate functions. The consultant uses a computer programme that has assigned weights of importance linked to the various factors. The consultant will evaluate the factors for this small country and insert a rating for each factor into the computer. While the assigned weights to the factors are not adjusted by the computer, the factor rating is adjusted for each country the consultant assesses.

Do you think the MNC should use this consultant? Why or why not.

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    ITM324

    Developing Financial Portals
    Assignment - I
    Assignment Code: 2015ITM324A1    Last Date of Submission: 15th April 2015
    Maximum Marks:100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
    Ques.    1    What do you mean by Portal? Discuss the various features which should be there as a
     part of Effective Financial Portal.
    Ques.    2    Why we need to calculate ROI of a portal before designing? What are the various
    measures you will consider for calculating ROI?
    Ques.    3    What is a financial portal? How it is different from portals like yahoo.com and
    rediff.com?
    Ques.    4    Search web and identify various latest tools and technologies for developing portals.
    (Mention source of your data)
    Section-B

5.     Discuss the usage of a Financial Portal for the achieving the following objectives.
    (A) Promote investor Access to information.
    (B) Disseminate key information.











    ITM324

    Developing Financial Portals
    Assignment - II
    Assignment Code: 2015ITM324A2    Last Date of Submission: 15th May 2015
    Maximum Marks:100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
    Ques.    1    Write Short notes on
    a).Financial Blogs
    b).Role of Financial Analyst Vs System Analyst
    Ques.    2    "Enterprise portals have moved from the fringes of business to a core competency in
    the span of a few short years”. Justify the above statement in context with Financial
    Portal
    Ques.    3    What do you mean by Portal? Discuss the various features which should be there as a
     part of Effective Financial Portal.
    Ques.    4    How will you ensure that content you are providing on net is valid and relevant for your
    target customers? How personalization can be used in financial portals? Give real life
    example to support your answer (search web and mention source) .
    Section-B

5.    Design the layout of a financial portal and mention the features of it in detail.

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ITM323

Project Finance

Assignment - I

Assignment Code: 2015ITM323A1                                          Last Date of Submission: 15th April 2015
                                                                                                        Maximum Marks: 100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
1.    Explain the NPV, Pay Back Period, IRR and discounted pay back period with example.

2.    Outline the characteristics of venture capital investment that distinguish them from     investing in the equity of an established firm listed on a stock exchange.

3.    Describe briefly the things that project financers in Power project consider?

4.    How do the four methods of raising finance – Public issue, rights issue, private     placements and preferential allotment compare?

Section-B

Case Study
The normal and crash times and direct costs for the activities of a project are shown below:   
Activity                  Time                Cost
            Normal            Crash        Normal        Crash
     (1-2)             5                2        6,000        9,000
    (2-4)             6                3        7,000        10,000
    (1-3)             4                2        1,000        2,000
    (3-4)             7                4        4,000        8,000
    (4-7)             9                5        6,000        9,200
    (3-5)           12                3        16,000        19,600
    (4-6)           10                6        15,000        18,000
    (6-7)            7                4        4,000        4,900
    (7-9)            6                4        3,000        4,200
    (5-9)           12                7        4,000        8,500

Case Questions:

5.    a.    Draw the network diagram.

    b.    Determine all normal and critical path.

    c.     Find the minimum cost project schedule if the indirect cost are Rs. 1,000 per
        week.

ITM323

Project Finance

Assignment - II

Assignment Code: 2015ITM323A2                                          Last Date of Submission: 15th May 2015
                                                                                                        Maximum Marks: 100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
1.    Define cost of capital, with method of working, with an example, of:
    (a)     Equity capital
    (b)     Retained earnings
    (c)     Debenture

2.    (a)     Describe briefly the main features of venture capital.
    (b)     Explain the V.C. investment process and management.

3.    Explain firm risk and market risk.

4.    What are the similarities and differences between the UNIDO approach and Little-    Mirrlees approach?

Section-B

Case Study
Virgin Air: A case on Project Appraisal

Following is the article which appeared on 9th August, 2009 in Forbes (some assumptions and additions have been made in the above case.)

For Virgin Air
Greg Levine, August 09 2009, 3:48 PM ET NEW YORK -
Über-entrepreneur Richard Branson is said to be near the launch of Low-cost airlines in India. ….. The move follows the success of low-cost airline Virgin Blue in Australia. …..

However, Branson had seen the following items in Business Standard some time back.

Air-India may shelve low-cost airline plan
Amrita Dhar in New Delhi | November 10, 2008 10:26 IST

Air-India may shelve its plan to begin a low-cost airline. The Air-India board of directors has set up a special committee headed by N Vaghul, ICICI Bank chairman, on Saturday to take a final view on the matter. Vaghul is a member of the airline's board.

Preliminary feasibility studies conducted by the airline have revealed that it would not be commercially viable to begin low cost operations


Richard Branson has therefore, asked for your advise, whether he should finally go-ahead with Low-Cost Airlines in India. Branson has provided you the following information, which was generated through Market and Technical Appraisal, of the proposed low-cost airline project in India. You are required to appraise the project from the financial point of view.

 1.     Project Starts, 1st April 2010 (It will take 1 year to actually start the commercial     operation)

2.     Virgin Air openings in India starts, 1st April 2011

3.     Project Ends – 5 Years after operation i.e., 31st March 2016

4.     Project Cost                (in Million $)   
    Cost of the Aircraft (Boeing 737)         140
    Baggage X-Ray Machines              15
Transfer Vehicles                  11
Contingencies                        10
Interest prior to operation              10
Margin money for working capital          14
Total                         200   

5.     The assets have the following scrap value on 31st March 2016. Aircraft (Boeing 737) –     $90 million, Baggage X-Ray Machines - $ 5 million, Transfer Vehicles - $0.55 million

6.     Means of Financing
        a.     Equity share capital by Branson            $ 100 million
        b.     10% Loan from Bank of Australia            $ 100 million

    Loan is secured against Aircrafts  and  repayable in  5 years @$20 million each year     starting 31st March 2012 and with interest payable  annually along with the     instalment amount.   Ignore interest for the period 1st April 2005-31st March 2011.

7.     Contingencies and Interest prior to operation has to apportioned among Aircraft     (Boeing 737), Baggage X-Ray Machines in the ratio of 1:1 each

8.     Based on the Market Appraisal, Virgin will focus only on the  following  sectors. The       following   Revenue   are   expected   to   be   generated   in  the first year of operation     from the above sectors

No. of Aircrafts         No. of Flights        Revenue to            
dedicated to Sector                  Per day        generated each
Flight (one side)
Delhi-Mumbai Sector            2        2 flights to and fro    $ 0.1 million
Mumbai-Bangalore Sector        1        1 flights to and fro    $ 0.05 million
Hyderabad-Calcutta Sector        1        2 flights to and fro    $ 0.15 million
Calcutta-Delhi Sector            1        1 flights to and fro    $ 0.10 million   


    Assume that service shall be provided for 300 days per annum

    Revenue will grow at a rate of 10% on the 1 year of commercial operation.

9.     Expenses Estimated:
Aircraft Turbine Fuel                        40% of Revenue
Airport Authority of India Fees                 $ 5 million per annum
(Airport Fees, Airport Traffic Controllers Fees)
Salary, Wages and other personnel expenses        $10 million per annum
Aircraft Maintenance Inventory consumption        $ 5 million per annum
Ground Support Administration Expenses            $ 4 million per annum
In-Flight Catering-Food and Beverages            $ 6 million per annum
Commission to Direct Selling Agent                5% or Revenue

    The expenses except Aircraft Turbine Fuel and Commission to Direct Selling Agent will     remain same in the years following the 1st year.

10.     Depreciation shall be provided on the following basis
                Under Company Law        Under Income Tax Law
                Straight Line Method        Written-down Method
    Aircraft (Boeing 737)         8%                10%
    Baggage X-Ray Machines    16%                28%   
    Transfer Vehicles        19%                45%   

11.     Income Tax applicable to Virgin Air shall be 30%. Assume there is no deduction in     respect of Investment Allowances.

12.     Assume there is no interest on working capital as it will be invested from the owners’     equity.

13.     The cost of equity is estimated to be 20%.

    No additional working capital is expected to bring in the future years.

    Avoid decimals in your calculations.



Case Question:

5.    Prepare the Cash-flow statement, Profit and Loss Account, Balance Sheet along with the     case analysis.

    Following is present value factors for various years at various rates:

Years\Rates    11.50%    13.50%    15.00%    16.50%
1    0.897    0.881    0.870    0.858
2    0.804    0.776    0.756    0.737
3    0.721    0.684    0.658    0.632
4    0.647    0.603    0.572    0.543
5    0.580    0.531    0.497    0.466

AIMA Assignments: contact us for answers at assignmentssolution@gmail.com

ITM322

IT Applications in Non-Banking Financial Services

Assignment - I

Assignment Code: 2015ITM322A1                                          Last Date of Submission: 15th April 2015
                                                                                                        Maximum Marks: 100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
1.    Explain the organization and functions of OCTEI.

2.    Describe various risks being faced under portfolio management and suggest     methods to eliminate them.

3.     A company purchased an equipment costing Rs. 5,00,000 on hire purchase basis     payable in 4  equal yearly installments of Rs. 2,05,000 each. Split the installments into     interests and principal.

4.    Define mergers and acquisitions. What are the motives and economic advantages of     merger and acquisitions?

Section-B

Case Study
The following is the data regarding two companies ‘A’ and ‘B’ belonging to the same equivalent risk class:
                                                                      Company A                 Company B
Number of Ordinary shares                            1,00,000                     1,50,000
8% Debentures                                                   50,000                          ----
Market price per share                                     Rs.1.30                       Rs.1.00  

All profit after paying debenture interest is distributed as dividends.

Case Question:

5.    You are required to explain how under Modigliani and Miller approach, an investor     holding 10% of shares in company ‘A’ will be better off in switching his holding to     company ‘B’.






ITM322

IT Applications in Non-Banking Financial Services

Assignment - II

Assignment Code: 2015ITM322A2                                          Last Date of Submission: 15th May 2015
                                                                                                        Maximum Marks: 100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
1.    Why do companies issue share in the market? What is the relationship between the     new issue market and the secondary market?

2.    Explain the various regulatory frameworks on Merchant Banking.

3.    Discuss in Brief some important recent development in the merchant banking     establishments in India.

4.    Describe the important instruments and their features through which capital can be     raised by a corporate from the Capital Market.

Section-B

Case Study
GPC Ltd. Has received an offer to either purchase a building for Rs. 4 Lakhs or take it  on lease for an annual rent of Rs. 40,000. Cost composition of the building includes  Rs. 40,000 for land. If building is purchased, renovation will cost another Rs. 60,000.  
  
 However, if the building is leased, GPC ltd. has agreed to pay the property tax and insurance, and make necessary repairs.

It is estimated that annual cost will be as follows:

 Repairs and maintenance Rs.12,000. Property taxes Rs.8,000. Insurance @1.11% (Rounded off to the nearest Rs. 10) to be calculated on the value before renovation and is expected to remain constant at that level. The building has an estimated life of 20 years  and to be depreciated on a straight line method. The salvage value would  be equal to the cost of demolition. The amount required to purchase and remodel the building will yield 8%  interest free of tax invested in good marketable securities.

Case Question:

5.    You are required to prepare a statement showing the annual savings or extra cost     involved if the building is purchased as compared to leasing.

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ITM321

IT Applications in Retail Banking

Assignment - I

Assignment Code: 2015ITM321A1                                          Last Date of Submission: 15th April 2015
                                                                                                        Maximum Marks: 100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
1.    Explain the importance of convergence of networks in banks. Bring out the     technologies that support convergence. Discuss the application of convergence in     Banking Sector.

2.    What is a networked bank? What are its major components? Briefly discuss the major     technologies which enable a networked bank to function.

3.    What significant trends do you see in the future for this industry? Discuss its scope in     Indian context?

4.    Discuss the infrastructure required for computerization in Banks in terms of Hardware,     Software & Human Resource?

Section-B

Case Study

5.    What is the importance of ‘System Audit’ in a computerized environment? Describe     System Audit procedures that are being followed in a Bank of your choice.

ITM321

IT Applications in Retail Banking

Assignment - II

Assignment Code: 2015ITM321A2                                          Last Date of Submission: 15th May 2015
                                                                                                        Maximum Marks: 100
Attempt all the questions. All the questions are compulsory and carry equal marks.
    Section-A
1.    Write Short notes on MICR as a clearing instrument

2.    Write Short notes on Smart Cards and its Technology

3.    Write Short notes on Following:
    a.    OCR
    b.    MICR
    c.    Computerized Corporate Banking
    d.     Document Storage & retrieval System

4.    Discuss the role of computers with reference to banking? Explain how computerization      has re-engineered various banking processes.
   
Section-B

Case Study

5.    Why is Disaster Management important for a bank? Discuss this with the help of a case     study of a bank.

IIBM Exam papers: Digital Marketing professional:contact us for the answers at assignmentssolution@gmail.com

Examination Paper of Digital Marketing Professional
IIBM Institute of Business Management     1
IIBM Institute of Business Management
Examination Paper       MM. 100
Digital Marketing Professional
Guidelines for paper
•  Total No. of Question is 100.
•  The minimum passing mark is 40%.
•  Each Question carries 1 mark.
•  Answer all the Questions.
Multiple Choices:
1.  The First Form of Mass-Media advertising was born in_______
a)  17
th
Century
b)  18
th
Century
c)  20
th
Century
d)  19
th
Century
2.  Which one is the new and latest force of the advertising?
a)  Radio  
b)  Internet
c)  Newspaper  
d)  Television
3.  Printing press, radio, television and internet are all examples of:
a)  Major breakthroughs in technology     
b)  Digital Marketing
c)  Global communication    
d)  None of these
4.  ARPA Stand for_____________
a)  Advanced report project agency    
b)  Advanced research project agency
c)  Advanced report packet agency
d)  None of these
5.  The conversion of an analogue signal to a digital format is called__________
a)  Decoding  
b)  Embedded Format
c)  Emoticons  
d)  Encoding
6.  What is the full form of W3C?
a)  World Wild Web computer
b)  World Wide Web consortium
c)  World West Web computer  
d)  World Wide Web communicated
7.  Advertising that is targeted to the content on the web page being viewed by a user at that specific time
is  called______
a)  Contextual Advertising
Examination Paper of Digital Marketing Professional
IIBM Institute of Business Management     2
b)  Content Advertising
c)  Conversion Advertising
d)  Commission Advertising
8.  Which of the following is not come under Four Ps of product?
a)  Place
b)  People
c)  Price    
d)  Promotion
9.  Search engine optimization (SEO) is related to_________
a)  Promotion
b)  Process
c)  Product        
d)  None of these
.................
d)  All of the above
13.  Which of the following is most common and cheapest form of hosting?
a)  Virtual dedicated hosting
b)  Shared hosting
c)  Dedicated hosting
d)  Cloud-based hosting
14.  Write down the full name of SERP_______
15.  In the header section of the code on each of your web pages known as_______
a)  Link
b)  Body
c)  Tag
d)  Title
16.  Which type of links are reside on pages that do not belong to your domain?
a)  External  
b)  Internal
c)  Internal/External  
d)  None of these
Examination Paper of Digital Marketing Professional
IIBM Institute of Business Management     3
17.   IAB Stand for_________
18.   A page with no meaningful content that is full of ads and the webmaster makes money from if someone
Clicks on them is called_________
a)  Cloaking
b)  Doorway page
c)  Spam page
d)  Interlinking
19.    What is the second method of page Tagging?
a)  Process
b)  Developing
c)  Designing  
d)  None of these
20.    Every Transaction your web server makes is recorded in:
a)  User file  
b)  Log file
c)  Page tags
d)  All of these
21.  What is the full form of  KPI________
a)  Key process indicator 
b)  Key present indicator
c)  Key performance indicator
d)  Key Prospective identity
22.  Which version produces the best result when two different version running of an ads or a page and
measuring the result to identity?
a)  Testing
b)  Tweaking
c)  Investing
d)  A/B split testing
23.  Putting the theory into practice means:
a)  Taking intelligence gleaned
b)  Taking advertising creative
c)  Taking Decisive action
d)  Taking measurable action
24. “The new information technology internet and e-mail have practically eliminated the physical costs of
communication” said by________
a)  Sims Jenkins
b)  Signal vs noise
c)  Matt Lindermann
d)  Peter Drucker
25.  Which marketing is the most powerful element in your digital marketing toolbox?
a)  Digital Marketing
b)  Direct Marketing
c)  E-mail Marketing
d)  Personal Marketing
Examination Paper of Digital Marketing Professional
IIBM Institute of Business Management     4
.............. 
d)  All of the above
32.  A series of digital media files (Audio or video) distributed over the internet is known as________
a)  Blogs
b)  Podcasts
c)  Micro Blogging
d)  Wikis
33.  What is the essentially a short-message broadcast service that lets people keep people up to data via
short, public text posts upto 140 characters?
a)  Facebook
b)  SMS
c)  Twitter
d)  Linkedln
34.  Online collection of web pages that are literally open for anyone to create, edit, discuss, comment on
and generally contribute to is:
a)  Micro Blogging
b)  Social media dash board
c)  Wikis
d)  None of these
Examination Paper of Digital Marketing Professional
IIBM Institute of Business Management     5
35.  In which year the Chartered Institute of Public relation is define online PR (Public Relation) relations?
a)  2009
b)  2008
c)  2007
d)  2006
36.  The process whereby a brand site, attracts customers by recording a third party for promoting their
Products and driving converting traffic website is called_________
a)  Digital Marketing  
b)  Affiliate Marketing
c)  E-mail Marketing  
d)  Strategic partnership
37.   _______ the amount paid by an advertising for a click on their sponsored search listing.
a)  Cost per action
b)  Cost per acquisition
c)  Cost per click
d)  Cost per mille        
38.   The consumer performs the desired action on the merchant’s site, and a small piece of embedded code
on the merchant’s site inform the___________
a) Affiliate Marketing
b) Affiliate Network
c) Affiliate Site
d) None of these
39.  Online Advertising content that appears over the top of the web page is called_________
a)  Organic search results
b)  Overlay
c)  Opt-out 
d)  Opt-in
40.  A computer file format that compresses audio files up to a factor of 12 from a wav file is known
as_________
a)  MP3
b)  MISSAN
c)  MPEG
d)  MPU
41.   ___________ is a set of practices that enable organizations to communicate and engage with their
audience in an interactive and relevant manner through any mobile device or network.
a)  Mobile Marketing
b)  E-mail Marketing
c)  Digital Marketing
d)  All of the above
42.  Which Advertising is now recognized as an opportunity for brands, advertisers and publishers to
engage consumers in a targeted and contextual manner?
a)  Radio advertising
b)  News paper advertising
c)  Mobile advertising
d)  Television advertising 
Examination Paper of Digital Marketing Professional
IIBM Institute of Business Management     6
43.  Which of the following language is used by many Internet application for exchanging information:
a)  HTML
b)  XHTML
c)  XML
d)  JAVA
44.  Which is the example of popular Key performance Indicator (KPIs) for mobile campaigns?
a)  Total downloads
b)  Total Application user
c)  Frequency and duration visit
d)  All of these
45.  Write down the full form of GPS__________
46.  Which one of the company was launched its first play station back in 1995?
a)  Apple
b)  Nokia
c)  Sony
d)  Blackberry
47.  In which year the first advertising agency, set up in Boston?
a)  In 1855
b)  In 1847
c)  In 1843
d)  In 1850
48.  In 1983 which one started using TCP/IP protocol?
a)  W3C
b)  DNS
c)  DARPA
d)  ARPA NET
49.  The first web page on the Internet was built at________
a)  TCP
b)  CERN
c)  ARPA
d)  All of the above
50.  Who are becoming better informed, better connected, more communicative in the market?
a)  Buyers
b)  Customer
c)  Consumers
d)  None of these
51.  Which Technology become more ubiquitous in people lives that consumers can satisfy their need more
quickly, more easily and with fewer barriers?
a)  Advance Technology
b)  Digital Technology
c)  Both (a) & (b)
d)  None of these
52.    ___________ Technology that allows the use of a broadband internet connection to make telephone  
Examination Paper of Digital Marketing Professional
IIBM Institute of Business Management     7
calls.
a)  Video on demand
b)  Virtual mobile network operator
c)  Wireless application protocol
d)  Voice over internet protocol
53.  Who is the most important element in any form of marketing?
a)  People
b)  Customer
c) Seller  
d)  Consumer
54.  Press releases, articles syndication and blogs they all are related to which channels?
a)  Personal Channels
b)  Offline Channels
c)  Online Channels
d)  None of these
55.  Everything you do, online and offline, to get your product in front of your prospects is called_______
a)  Promotion
b)  Influencing
c)  Advertising
d)  All of the above
56.  What is the first step of building your websites?
a)  Testing
b)  Design
c)  Planning
d)  Development
57.  The process of designing your website to be equally accessible to everyone, in relation to the web is:
a)  Usability
b)  Accessibility
c)  W3C & web standards
d)  None of the above
58.  You can buy multiple domain names is true or false.
a)  True
b)  False
...........
69.  ___________ will work even if you can’t access your web server logs?
a)  Logs files
b)  Page Tagging
c)  Both (a) & (b)
d)  None of these
Examination Paper of Digital Marketing Professional
IIBM Institute of Business Management     9

77.   __________ is umbrella term for web based software and service.
a)  Social Media
b)  Social Media Submission
c)  Social Bookmarking
d)  None of these
78.  People who are most active in social media circles will be the element of your target market can be
classified as________
a)  Influencers
b)  Influence
Examination Paper of Digital Marketing Professional
IIBM Institute of Business Management     10
c)  Listener
d)  All of these
79.  Social bookmarking site is known as_______
a)  www.delicious.com
b)  www.ma.gnolia.com
c)  Both (a) & (b)
d)  None of these
80.  What is the main work of review and rating sites?
a)  Allow user to review and rate companies
b)  Allow user to show the status of the companies
c)  Allow user to give suggestion
d)  Allow user to view the status
81.  Facebook, Linkedlns, Google these all are comes under_______
a)  Social Network Sites
b)  Social Media Sites
c)  Media sharing Sites
d)  Forums and Discussion Sites
82.  People all over the world are using blogs to______
a)  Report Local News
b)  Offer their opinion
c)  Share their experience
d)  All of these
83.  Which of the following content is available to both media professionals and consumers?
a)  PR
b)  CRM
c)  Both (a) & (b)
d)  None of these
84.  What is the right way of getting prominent, newsworthy stories about your product, brand or company?
a)  Online Press release
b)  Offline press release
c)  Offline Equivalent
d)  Standard Press release
85.  Your headline and first paragraph should capture reader’s_________
a)  Attention
b)  Interest
c)  Views
d)  Suggestion
86.  Who are working in affiliate Marketing?
a)  Brand/Seller
b)  Affiliate
c)  Customer
d)  all of these
87.  The companies who want their product and services advertising on the interest and are trying to attract
new business called_______
Examination Paper of Digital Marketing Professional
IIBM Institute of Business Management     11
a)  The Affiliate
b)  The Merchants
c)  The Consumers
d)  The Customers
88.  __________ is refers to that free brand exposure free as merchant only pay for action.
a)  Affiliate marketing
b)  Digital Marketing
c)  Strategic Marketing
d)  None of these
89.   Innovation and human desire for something newer and better are driving the rapid evolution of:
a)  Laptop
b)  Tablet
c)  Mobile Device
d)  Radio
90.  Mobile gaming has been described as the wide-open battle ground of the:
a)  Professional Industry
b)  Application Industry
c)  Entertainment Industry
d)  All of these
91.  For mobile marketing to work, consumers need to have confidence that their privacy will be________
a)  Well crafted
b)  Imaginative
c)  Entertaining
d)  Protected

98.  A group of computer connected together which are at one physical location is.
a)  MAN
b)  LAN
c)  WAN
d)  Link
99.  The area where an Advertising is displayed/placed within a publisher’s mobile content is:
a)  Placement
b)  Podcasting
c)  Pharming
d)  Phishing
100.  When a user makes a purchase from online advertiser is called______
a)  Buy
b)  Sale house
c)  Sale
d)  Both (a) & (c)
S-2-250114

IIBM Exam papers: Kaizen professional: Contact us for the answers at assignmentssolution@gmail.com

Examination Paper of Kaizen Professional
1
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper  MM.100
Kaizen Professional
Guidelines for paper
•  Total No. of Questions is 100.
•  The minimum passing marks is 40%.
•  Each Question carries 1 mark.
•  Answer all the Questions.
Multiple Choices:
1.  Kaizen has been called the single most powerful philosophy in-
a)  Chinese Management
b)  Japanese Management
c)  European Management
d)  Canadian Management
2.  Kaizen means ___________
a)  Gradual Improvement
b)  Satisfaction
c)  Continuous & gradual improvements
d)  Continuous change
3.  Kaizen principles include-
a)  Focus on customers
b)  Create work team
c)  Inform every employee
d)  All of the above
4.  POM stands for _______
a)  Process- oriented management
b)  Project Oriented management
c)  Project originated management
d)  Proper original management
5.  ________  is  a  formal  part  of  fulfilling  business  plans,  strategies  and  projects  in
Kaizen Companies.
a)  Visible Management
b)  Cross-functional Management
c)  Just-in-time management
d)  Process-oriented management
6.  ________is a manual  –  production scheduling technique controlled by a process operator
or machine operator.
a)  Visible Management
b)  Kanban
c)  Cross- functional management
d)  None of these
Examination Paper of Kaizen Professional
2
IIBM Institute of Business Management
7.  A communication map is similar to a ________
a)  Spiral diagram
b)  Spider diagram
c)  Cross diagram
d)  None of these
8.  The fundamental purpose of drawing a communication map is to highlight where-
a)  Employees to be recruited
b)  Communication needs to be improved
c)  Employees to be terminated
d)  Communication need to be removed
9.  An internal customer have a right to expect and receive
a)  Information germane to their tasks
b)  Support to fulfill corporate objectives
c)  Courtesy and respect
d)  All of the above
10.  The first part of enablement equation is ________
a)  Training
b)  Communicating
c)  Motivation
d)  Empowerment
11.  The enablement equation consists of ________
a)  Communication + Training + Incentives
b)  Communication + Training + Motivation + Money
c)  Communication + Training + Motivation + Empowerment
d)  None of these
12.  Most common methods of researching customers and market include
a)  Personal meetings
b)  Customer focus groups
c)  Customer panels
d)  All of the above
13.  A customer panel consists of a number of people who reflect the typical profile of a ______
a)  Market Strategy
b)  Customers
c)  Market Segment
d)  None of these
14.  __________  is  an  invaluable  source  of  actualize  data  and  is  a  common  way  of
gathering mass information cost effectively.
a)  Market Research
b)  Mystery Shopping
c)  Customer Interview
d)  Perception Surveys
15.  Customers must have a good reason for responding to research requests. They must feel that
a)  Their comments are genuinely valuable
b)  They will ultimately benefit from suggestions
c)  Their comments will remain confidential
Examination Paper of Kaizen Professional
3
IIBM Institute of Business Management
d)  All of the above
16.  One of Kaizen maxims that a strong three-  way relationship should exists between a company,
Its customers and its own ________
a)  Employees
b)  Product
c)  Suppliers
d)  Managers
17.  A loyalty scheme should never be a substitute for ________ and service values.
a)  Core quantity
b)  Core quality
c)  Rewards
d)  Customers
18.  Loyalty building processes and activities must be based on ________
a)  Incentive Scheme
b)  Loyal customers
c)  Customer research
d)  General consumers
19.  VEA stands for ________
a)  Value Enhance applications
b)  Voice Enhanced applications
c)  Voice enhanced auto dialer
d)  None of these
20.  The characteristics of a learning organization include.
a)  Learning culture and climate
b)  Reward flexibility
c)  Adoptable structure
d)  All of them
21.  A ___________ is a description of how a company will achieve its formal objectives and goals.
a)  Strategy
b)  Plan
c)  Blueprint
d)  Culture
22.  What makes a company‟s culture?
a)  Accounts of personal successes
b)  Company‟s Logo
c)  Management information system
d)  All of the above
23.  A Kaizen approach can discover the root cause of _______ and help o introduce improvements.
a)  Customer satisfaction
b)  Customer behavior
c)  Customer dissatisfaction
d)  Customer‟s perception
24.  _________ and team autonomy are the foundation of corporate structure in Kaizen companies.
a)  Work teams
Examination Paper of Kaizen Professional
4
IIBM Institute of Business Management
b)  Individuals
c)  Employees
d)  None of them
25.  Market research gives a ________ picture to the company.
a)  Micro
b)  Macro
c)  True
d)  Imaginary
26.  Kaizen promotes the idea of ___________ via many small evolutionary steps.
a)  Changes
b)  Progress
c)  Advancing
d)  Team building
27.  A _______ in a Kaizen company must be a first- class communicator.
a)  Customer
b)  Managing Director
c)  Team Leader
d)  Employee
28.  __________ are brief, focused, participatory and a vital part of the two-way management process.
a)  Research
b)  Team Meetings
c)  Employee participation
d)  None of these
29.  Kaizen makes ___________ a natural and never- ending process.
a)  Marketing
b)  Communicating
c)  Customer Care
d)  Training
30.  All Kaizen„s instruments are ___________ centered.
a)  Human
b)  Customers
c)  Product
d)  Quality
31.  A „Kaizen person‟ shows:
a)  Attention to detail
b)  A forward-looking approach
c)  A willingness to co-operate
d)  All of the above
32.  Kaizen team leaders are appointed on the basis of their-
a)  Motivating
b)  Communicating
c)  Training abilities
d)  All of the above
33.  Team meeting are brief, focused, participatory an a vital part of the______________ 
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IIBM Institute of Business Management
a)  One way process
b)  Two way process
c)  Both a & b
d)  None
34.  Which of the following are the instruments of kaizen?
a)  Quality circle
b)  Process-oriented management
c)  Visible management
d)  All of the above
35.  JIT is a______________
a)  Production system
b)  Manufacturing system
c)  Operation system
d)  All of the above
36.  CFM stands for______________
37.  ______________ is a manual-production scheduling technique controlled by a process operator
or machine operator.
a)  CFM
b)  Kanban
c)  JIT
d)  Quality circle
38.  SPC stands for______________
39.  What is the full form of PDCA______________
a)  Planning-Do-Check-Act
b)  Plan-Do-Check-Action
c)  Plan-Do-Check-Act
d)  Plan-Doing-Check-Apply
40.  Which of the following are the customer satisfaction elements?
a)  The product element
b)  The sales element
c)  The location element
d)  All of the above
41.  All  the  6  elements  of  customer  satisfaction  must  be  developed  and  delivered  concurrently  to
provide truly excellent customer care.
a)  True
b)  False
42.  Which of the following is not the right of internal customer?
a)  Courtesy and respect
b)  Being available, approachable and responsive
c)  Honest
d)  Ethical
43.  A communication map will help identify each person‟s direct internal customers and
the communication channel which link them and serve the service chain. 
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IIBM Institute of Business Management
a)  True
b)  False
44.  According to the Enablement equation what to do “when an employee does not know how to do it?
a)  Empower
b)  Train
c)  Communicate
d)  Motivate
45.  Which of the following are the most common method of researching customers and market?
a)  Personal meeting by a company executive
b)  Customer panel
c)  Customer focus group
d)  All of the above
46.  The  survey  conducted  as  either  face-to-face,  telephone  or  postal  interviews,  these  surveys  are  a
useful way of actively gathering mass information.
a)  Customer interview videos
b)  Customer focus groups
c)  Opinion / perception surveys
d)  Customer comment cards
47.  Effective research is not depend upon:
a)  Guarantee cards
b)  Methods
c)  Data sharing
d)  Expert analysis
48.  Research method can be classified as-
a)  Active
b)  Passive
c)  Both a &b
d)  None
49.  Today‟s  customers  also  expect  companies  to  enter  into  an  equally  strong  socio-communityecological partnership that demonstrates its social responsibility.
a)  True
b)  False
50.  A loyalty schemes should never be a substitute for core quality and service values.
a)  True
b)  False
51.  VDT stands for_______________
52.  BBC stands for_______________
53.  A „strategy‟ is a _______________
a)  Description of how a company will achieve its formal objectives and goals
b)  A product of relationship marketing
c)  To maintain a clear focus on vision and mission
d)  All of the above
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IIBM Institute of Business Management
54.  Which of the following is not the characteristic of a learning organization?
a)  Formative accounting and control
b)  Intra and inter-organization learning
c)  Create work teams
d)  None
55.  _________________ permits customer to use a limited vocabulary to interact with the system.
a)  Text to speech
b)  Voice recognition
c)  Multiple language support
d)  None
56.  This facility enables the production of management reports on the productivity of the system and
of individual telephone operator.
a)  Intelligent dialing
b)  An interface to neural network
c)  Call data reporting
d)  None
57.  The technology should always be a tool within a customer service operation, never the master.
a)  True
b)  False
58.  TQM stands for_________________
59.  ISDN stands for_________________
60.  Those customer who are loyal to the supplier rather than a transient bait known as-
a)  Ordinary customer
b)  Committed customer
c)  Both a &b
d)  None
61.  Customer doesn‟t have a good reason for responding to research requests.
a)  True
b)  False
62.  Research overcome „market myopia‟ and reduces operational risks to manageable odds.
a)  True
b)  False
63.  Communicate in a kaizen company has eight definite purposes these are-
a)  Engender
b)  Enable
c)  Both a &b
d)  None
64.  "Kaizen" is a Japanese term meaning_______
a)  A foolproof mechanism
b)  Just-in-time (JIT)
c)  Setting standards
d)  Continuous improvement
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IIBM Institute of Business Management
65.  A recent consumer survey conducted for a car dealership indicates that, when buying a car,
customers are primarily concerned with the salesperson's ability to explain the car's features, the
salesperson's friendliness, and the dealer's honesty. The dealership should be especially concerned
with which dimensions of service Quality?
a)  Communication, courtesy, and credibility
b)  Competence, courtesy, and security
c)  Competence, responsiveness, and reliability
d)  Communication, responsiveness, and reliability
66.  "Quality is defined by the customer" is_________
a)  An unrealistic definition of quality
b)  A user-based definition of quality
c)  A manufacturing-based definition of quality
d)  A product-based definition of quality
67.  Based on his 14 Points, Deming is a strong proponent of-
a)  Inspection at the end of the production process
b)  An increase in numerical quotas to boost productivity
c)  Looking for the cheapest supplier
d)  Training and knowledge
68.  Which of these are the two main functions of Kaizen that an organization has to perform apart
from the other goals like removal of waste and quality management?
a)  Maintenance
b)  Cutting down on the workforce
c)  To increase the pressure on the employees
d)  None
69.  EDI stands for_________________
70.  The ultimate objective in a JIT system is:
a)  Maintain low inventory
b)  Produce high quality
c)  Minimize waste
d)  Match demand with a balanced flow
71.  Which term refers to a signaling device?
a)  Muda
b)  Kaizen
c)  Poka-yoke
d)  Kanban
72.  Which one is not a building block of JIT?
a)  kanban and small lot sizes
b)  personnel/organizational issues
c)  product design
d)  process design
73.  A kanban card is used to signal that:.
a)  A machine has broken down
b)  A worker is falling behind and needs help
c)  A defect has occurred
d)  Parts are needed 
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IIBM Institute of Business Management
74.  The benefits of Kaizen are what?
a)  Improved sales
b)  Improved production
c)  Improved growth of a company
d)  All of the above
75.  Kaizen is a Japanese innovation, but where was it invented?
a)  Canada
b)  England
c)  America
d)  China
76.  In Kaizen, who is tasked with developing company improvements?
a)  Middle management
b)  Executive management
c)  All employees
d)  The workers
77.  A facility always views itself as what in Kaizen?
a)  Imperfect
b)  Perfect
c)  Inconsistent
d)  In need of help
78.  Kanban is a visual system for controlling production.
a)  True
b)  False
79.  The ultimate objective in JIT objective is to minimize the amount of inventory on hand.
a)  True
b)  False
80.  Kaizen is best integrated with what?
a)  5S
b)  Kanban
c)  Lean Manufacturing
d)  All of these answers
81.  The focus of Kaizen is the _____?
a)  "End user"
b)  "Customer"
c)  "Manager"
d)  "Employees"
82.  Kaizen leaders do what with employee suggestions?
a)  Toss them in the garbage.
b)  Give them to employees for review
c)  Pass them on to executive managers
d)  Review them and give each serious consideration
83.  Rewards should be given to encourage what?
a)  Reducing workplace injuries
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IIBM Institute of Business Management
b)  Suggesting ideas for improvement
c)  Achieving higher production goals
d)  Meeting cleanliness goals
84.  One of the early innovators of Kaizen was what company?
a)  Toyota Motor Company
b)  Ford
c)  General Motors
d)  Mercedes-Benz
85.  Managers are expected to regularly visit what?
a)  Executive meetings
b)  Human resources
c)  Work areas
d)  Sales meetings
86.  Standardizing Kaizen means what?
a)  Ensure Kaizen functions the same as Lean
b)  Ensuring Kaizen is integrated for the life of the company
c)  Ensuring all employees think and act alike
d)  Ensuring the "customer's" needs are always met
87.  The role of a Kaizen leader is what?
a)  To develop all ideas to improve quality
b)  To implement all ideas
c)  To promote Kaizen in all duties and interactions
d)  To foster specialization in the workplace
88.  Kanban is a visual system for controlling production.
a)  True
b)  False
89.  Which term connotes waste and inefficiency?
a)  Muda
b)  Poka-yoke
c)  Kaizen
d)  Kanban
90.  Which one is not included in the list of seven wastes?
a)  Overproduction
b)  Insufficient work method
c)  product defects
d)  poor product design
91.  RDA stands for_________________.
92.  Communication serves more purposes than informing employees about the content and intent of
a customer care policy”
a)  True
b)  False
93.  A communication ,ap is similar to a spider diagram:
a)  True 
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IIBM Institute of Business Management
b)  False
94.  All kaizen‟s instruments are not human-centered.
a)  True
b)  False
95.  Kaizen‟s instruments are appropriate for manufacturing companies or production discipline only.
a)  True
b)  False
96.  Kaizen does not depend on specialist groups, but on every employee individually.
a)  True
b)  False
97.  Teams are the essential building blocks of corporate structure in kaizen companies.
a)  True
b)  False
98.  A kaizen approach helps organizations discover the root causes of customer dissatisfaction
and provides the systems and attitudes for introducing improvement..
a)  True
b)  False
99.  Senior  management  has  the  responsibility  to  ensuring  that  the  prevailing  culture  encourages
internal-customer relationship
a)  True
b)  False
100.  Enabling means taking a holistic approach to individual development.
a)  True
b)  False
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