directorate of distance education integral …integral university, lucknow subject name:...

SubjectName:CommunicationSkills

SubjectCode:MBA101 PaperCode:CS/M

DIRECTORATEOFDISTANCEEDUCATION

INTEGRALUNIVERSITY,LUCKNOW



(W.e.f.July2016Session)

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UNIT ChapterName

UNIT-01 TheProcessofCommunication

UNIT–02 TelephoneTechniques

UNIT–03 JobApplicationsandInterviews

UNIT–04 GroupDiscussions

UNIT–05 ManagingOrganizationalStructure

UNIT–06 Meetings

UNIT-07 TakingNotes&PreparingMinutes

UNIT-08 PresentationSkills-I

UNIT-09 PresentationSkills-Ii

UNIT-10 NegotiationSkills



COMMUNICATIONSKILLS

1. THEPROCESSOFCOMMUNICATION Introduction:WhatisCommunication?

TheProcessofCommunication

BarrierstoCommunication

DifferentTypesofCommunication

Writtenvs.OralCommunication

DifferentTypesofFace-to-FaceInteractions

CharacteristicsandConventionsofConversation

ConversationalProblemsofSecond/ForeignLanguageUsers

DifferencebetweenConversationandOtherSpeechEvents

2. TELEPHONETECHNIQUES SpeakingandListening:CommonlyUsedPhrasesinTelephoneConversations

Reading:ConferenceCalls

Vocabulary

WritingandListening:LeavingaMessage

GrammarandUsage:ThePerfectTenses

Pronunciation:ContractedForms

3. JOBAPPLICATIONSANDINTERVIEWS

Reading

Vocabulary:ApplyforaJob

CurriculumVitae

LanguageFocus:SomeUsefulWords

StudySkills:PreparingforanInterview

Listening

Speaking

Writing

4. GROUPDISCUSSIONS WritingSkills

Listening:HowtobeSuccessfulinaGroupDiscussion

StudySkills

LanguageFocus

Vocabulary

Speaking

Grammar:Connectives

Pronunciation

5. MANAGINGORGANISATIONALSTRUCTURE TheRoleofaManager

Vocabulary:Leadership

SpeakingandListening

LanguageFocus:DegreeofProbability

Grammar:Modals

Writing:Reports

Pronunciation



6. MEETINGS ASuccessfulMeeting

Speaking:OnetoOneMeetings

LanguageFocus:Opening,MiddleandClose

StudySkills:Editing

Listening:CriteriaforSuccessfulMeetings

Vocabulary

Grammar:ReportingVerbs

Writing:Memos

Pronunciation:StressAccordingtoPartofSpeech

7. TAKINGNOTES&PREPARINGMINUTES TakingNotes

TheNote-takingSkill:TheEssentialComponents

TheNote-takingSkill:AnExample

PreparingMinutes

FormatofMinutes

LanguageandStyleofMinutes

Grammar:UsingthePassiveVoice

8. RESENTATIONSKILLS-I Reading:PresentationSkills

Grammar:VerbsoftenrequiredinPresentations

LanguageFocus

Listening:ImportanceofBodyLanguageinPresentations

Speaking:PreparinganOutlineofaPresentation

Pronunciation

9. PRESENTATIONSKILLS-II StructureofPresentation

StudySkills:VisualAids

EndingthePresentation

LanguageFocus:TalkingaboutIncreaseandDecrease

Grammar:Prepositions

Listening:PodiumPanic

Speaking

Pronunciation:EmphasizingtheImportantWordsinContext

10. NEGOTIATIONSKILLS LanguageFocus:IdiomaticExpressions

StudySkills:ProcessofNegotiations

Grammar:PhrasalVerbs

Listening:EffectiveNegotiations

Speaking

Writing

SubjectName:OrganisationalBehaviour

SubjectCode:MBA102 PaperCode:OB/M

DirectorateofDistanceEducation

IntegralUniversity,Lucknow



(w.e.f.JULY2016Session)

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Unit ChapterName

Unit–1 TheNatureOfTheOrganisationalBehaviour

Unit–2 ApproachesToOrganisationAndManagement

Unit–3 TheNatureAndContextOfOrganisations

Unit–4 IndividualDifferencesAndDiversity

Unit–5 TheNatureOfLearning

Unit–6 PerceptionAndCommunication

Unit–7 WorkMotivationAndJobSatisfaction

Unit–8 TheNatureOfWorkGroupsAndTeams

Unit–9 TheNatureOfLeadership

Unit–10 TheRoleOfTheManager

Unit–11 OrganisationStrategyAndStructure

Unit–12 TechnologyAndOrganisations

Unit–13 OrganisationalControlAndPower

Unit–14 OrganisationCultureAndChange

Unit–15 OrganisationalPerformanceAndEffectiveness



ORGANIZATIONALBEHAVIOUR

Unit–1TheNatureOfOrganisationalBehaviour

TheMeaningOfOrganisationalBehaviour

TheStudyOfOrganisationalBehaviour

AFrameworkOfStudy

InfluencesOfBehaviour

AMultidisciplinaryApproach

OrganisationalMetaphors

OrientationsToWorkAndTheWorkEthic

ManagementAsAnIntegratingActivity

ThePsychologicalContract

OrganisationalPractices

ThePeterPrinciple

TheChangingWorldOfWorkOrganisations

GlobalisationAndTheInternationalContext

ACross-CulturalApproachManagement

FiveDimensionsOfCulture:TheContributionOfHofstede

CulturalDiversity:TheContributionOfTrompenaars

TheImportanceOfOrganisationalBehaviour

CriticalReflection

Unit–2ApproachesToOrganisationAndManagement

TheoryOfManagement

DevelopmentsInManagementAndOrganisationalBehaviour

TheClassicalApproach

ScientificManagement

RelevanceOfScientificManagement

Bureaucracy

CriticismsOfBureaucracy

EvaluationOfBureaucracy

TheHumanRelationsApproach

EvaluationOfTheHumanRelationsApproach



TheSystemsApproach

TheContingencyApproach

TheDecision-MakingApproach

Socialaction

Postmodernism

RelevanceToManagementAndOrganisationalBehaviour

ScientificValueApproach

BenefitsToTheManager

Unit-3TheNatureAndContextOfOrganisations

PerspectivesOfTheOrganisation

TheFormalOrganisation

BasicComponentsOfAnOrganisation

PrivateAndPublicSectorOrganisations

SocialEnterpriseOrganisations

ProductionAndServiceOrganisations

TypesOfAuthorityAndOrganisations

TheClassificationOfOrganisations

TheOrganisationAsAnOpenSystem

InteractionsWithTheEnvironment

TheComparativeStudyOfOrganisations

TheAnalysisOfWorkOrganisations

TheInformalOrganisation

OrganisationalConflict

ContrastingViewsOfConflict

PositiveAndNegativeOutcomes

TheSourcesOfConflict

StrategiesForManagingConflict

OrganisationalStress

IsStressNecessarilyToBeAvoided?

CausesOfStress

CopingWithStress

TheWork/LifeBalance



TheOrganisationOfTheFuture

Unit–4IndividualDifferencesAndDiversity

TheRecognitionOfIndividuality

HowDoIndividualDiffer?

Personality

NomotheticAndIdiographicApproaches

NomotheticPersonalityTheories

ApplicationWithinTheWorkOrganisation

EmotionsAtWork

TypeAAndTypeBPersonalities

Ability

EmotionalIntelligence(EI)

Attitudes

AttitudeChange

TestingAndAssessment

DiversityManagement

DiversityTraining

Diversity,GenderAndOrganisations

Unit–5TheNatureOfLearning

TheMeaningAndNatureOfLearning

OrganisationsAndTheManagementOfLearning

HowDoPeopleLearn?

Behaviourism

OperantConditioning

LearningStyles

KnowledgeManagement

EmergingTechnologiesAndLearning

ProblemsOfManagingKnowledge

Creativity

LearningtheoryAppliedToStudySkills

Unit–6PerceptionAndCommunication

ThePerceptualProcess



SelectivityInAttentionAndPerception

InternalFactors

CulturalDifferences

ExternalFactors

PerceptualIllusions

SelectionAndAttention

OrganisationAndJudgement

ConnectionOfTheConscious,UnconsciousAndPhysiology

PerceivingOtherPeople

Non-VerbalCommunicationAndBodyLanguage

InterpersonalCommunications

Neuro-LinguisticProgramming(NLP)

TransactionalAnalysis(TA)

AttributionTheory

PerceptualDistortionsandErrors

Stereotyping

TheHaloEffect

PerceptualDefence

Projection

Self-FulfillingProphecy

Unit–7WorkMotivationAndJobSatisfaction

TheMeaningOfMotivation

NeedsAndExpectationsAtWork

MoneyAsAMotivator

TheoriesOfMotivation

Maslow’sHierarchyOfNeedsTheory

Alderfer’sModifiedNeedHierarchyModel

Herzberg’sTwo-FactorTheory

McClelland’sAchievementMotivationTheory

ProcessTheoriesOfMotivation

ThePorterAndLawlerExpectancyModel

EquityTheoryOfMotivation



GoalTheory

OrganisationalBehaviourModification

JobSatisfaction

AlienationAtWork

AComprehensiveModelofJobEnrichment

ContextualFactorsInJobDesign

Unit–8TheNatureOfWorkGroupsAndTeams

TheMeaningAndImportanceOfGroupsAndTeams

DifferencesBetweenGroupsAndTeams

GroupValuesAndNorms

FormalAndInformalGroups

ReasonsForFormationOfGroupsOrTeams

GroupCohesivenessAndPerformance

Membership

WorkEnvironment

OrganisationalManagementAndLeadership

GroupDevelopmentAndMaturity

PotentialDisadvantagesOfStrong,CohesiveGroups

CharacteristicsOfAnEffectiveWorkGroup

VirtualTeams

RoleRelationships

RoleConflict

TheImportanceOfteamwork

Unit–9TheNatureOfLeadership

TheMeaningOfLeadership

LeadershipOrManagement

ApproachesToLeadership

TheQualitiesorTraitsApproach

Action-CentredLeadership

LeadershipAsABehaviouralCategory

StylesOfLeadership

ContingencyTheoriesOfLeadership



VroomAndYettonContingencyModel

Path-Goaltheory

TransformationalLeadership

LeadershipAndInnovation

LeadershipEffectiveness

LeadershipDevelopment

LeadersOfTheFuture

Unit–10TheRoleOfTheManager

TheMeaningOfManagement

TheProcessOfManagement

PrinciplesOfManagement

ManagementAsASocialProcess

EssentialNatureOfManagerialWork

TheWorkOfAManager

ManagerialRoles

TheAttributesAndQualitiesOfAManager

TheImportanceOfManagementSkills

Unit–11OrganisationStrategyAndStructure

TheImportanceOfStrategy

SWOTAnalysis

OrganisationalGoals

ObjectivesAndPolicy

DimensionsOfOrganisationStructure

TheImportanceOfGoodStructure

LevelsOfOrganisation

UnderlyingFeaturesOfOrganisationStructure

DivisionOfWork

CentralisationAndDecentralisation

PrinciplesofOrganisation

SPANofControl

TheChainOfCommand

TheImportanceOfTheHierarchy



FormalOrganisationalRelationships

ProjectTeamsAndMatrixOrganisation

EffectsOfADeficientOrganisationStructure

OrganisationCharts

EmpowermentandControl

Unit–12TechnologyAndOrganisations

WhyStudyTechnology?

WhatDoweMeanByTechnology?

ApproachesToTechnologyAndOrganisation

Decision-MakingProcesses

InvolvementOfHRMSpecialistsAndUsersOfTechnology

Skill,WorkDesignAndJobQuality

Centralisation,DecentralisationOfControl

LocationOfWork

NatureOfSocialInteractions

Unit–13OrganisationalControlAndPower

Learningoutcomes

IndividualBehaviour

OrganisationalPerformance

ElementsofAnOrganisationalControlSystem

FormsOfControl

StrategiesOfControlInOrganisations

CharacteristicsOfAnEffectiveControlSystem

PowerAndManagementControl

TheBalanceBetweenOrderAndFlexibility

BehaviouralFactorsInControlSystems

FinancialAndAccountingSystemsOfControl

TheConceptOfEmpowerment

TheManager-SubordinateRelationship

BenefitsOfDelegation

ReasonsForLackOfDelegation

TheArtOfDelegation



ASystematicApproachToEmpowermentAndDelegation

Unit–14OrganisationCultureAndChange

OrganisationDevelopment

OrganisationChange

TheImplementationOfOD

OrganisationalCulture

TypesOfOrganisationalCulture

TheImportanceOfCulture

OrganisationalClimate

EmployeeCommitment

TheNatureOfOrganisationalChange

PlannedOrganisationalChange

ResistanceToChange

TheManagementOfOrganisationalChange

OvercomingResistanceToChange

Unit–15OrganisationalPerformanceAndEffectiveness

LearningOutcomes

TheNatureOfOrganisationalEffectiveness

TheLearningOrganisation

TotalqualityManagement(TQM)

BusinessProcessRe-Engineering(BPR)

TheImportanceOfEffectiveManagement

TheMeaningAndNatureOfManagementDevelopment

ManagementDevelopmentProcess

ContinuingProfessionalDevelopment(CPD)

ARangeOfDifferentCriteria

SuccessfulOrganisationsAndPeople

EmployeeEngagement

TheFutureOfWorkAndManagement

SubjectName:HumanResourceManagement&Development

SubjectCode:MBA103 PaperCode:HRM/M





(W.e.f.JULY2016Session)

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Unit-1 Theroleofhumanresources

Unit–2 DevelopingandimplementingstrategicHRMplans

Unit-3 DiversityandMulticulturalism

Unit–4 Recruitment

Unit–5 Selection

Unit–6 Compensationandbenefits

Unit–7 Retentionandmotivation

Unit–8 Traininganddevelopment

Unit–9 Successfulemployeecommunication

Unit–10 Managingemployeeperformance

Unit–11 Employerassessment

Unit-12 Workingwithlaborunions

Unit-13 Safetyandhealthatwork

Unit-14 InternationalHRM



HUMANRESOURCEMANAGEMENT&DEVELOPMENT

1. Theroleofhumanresources

Introduction

Whatishumanresources

WhatisHRM

Staffing

Compensationandbenefitsadministration

Retention

Traininganddevelopment

Dealingwithlawsaffectingemployment

Workerprotection

Communication

Awarenessofexternalfactors

Containingcost

Technology

Ethics

2. DevelopmentandimplementingstrategicHRMplans

Valueofplanning

Strategicplanning

HRMvs.personnelmanagement

Conductastrategicanalysis

Needsofhumanresources

Recruit

Select

Determinecompensation

Developtraining

Monitortheplanconstantly

3. Diversity and multiculturalism

Introduction

DiversityandMulticulturalism

PowerandPrivilege

WhyDiversityandMulticulturalism?

DiversityPlans

RecruitmentandSelection

Testing

PayandPromotion

MulticulturalismandTheLaw

EEOCFederalLegislation

GeneticInformation

NationalOrigin

Retaliation

MilitaryService



4. Recruitment

Keepingupwithgrowth

Therecruitmentprocess

Recruitmentstrategy

Jobanalysisandjobdescriptions

Lawandrecruitment

Immigrationreformandcontrolact

Patriotact

EEOsetoflaws

Recruitmentstrategies

Recruiters

Recruiting

Professionalassociations

Website

Socialmedia

Events

Specialspecificinterestgroups

Referrals

Costaofrecruitment

5. Selection Theinterview

Theselectionprocess

Criteriadevelopment

Applicationandresumereview

Interviewing

Testadministration

Makingtheoffer

Criteriadevelopmentandresumereview

Criteriadevelopmentconsiderations

Validityandreliability

Fitissues

Reviewingresumes

Interviewing

Typesofinterviews

Interviewprocess

Testingandselection

Testing

Selectionsmethods

Makingtheoffer

6. Compensationandbenefits

Matchingcompensationwithcorevalues

Goalsofacompensationplan



Developingacompensationpackage

Internalandexternalpayfactors

Typesofpaysystems

Jobevaluationsystems

Paysystems

Paytheories

Paydecisionconsiderations

Typesapay

Lawsrelatingtopay

Othertypesofcompensation

SocialsecurityandMedicare

Incentivepaysystems

Medicalinsurance

Paidtimeoff

Paidholidays

Sickleave

Paidvocation

Paidtimeoff

7. Retentionandmotivation

Introduction

Thecostofturnover

Voluntaryturnover

Retentionplans

Theoriesonjobdissatisfactions

Progressionofjobwithdrawal

Hawthornestudies

Maslow’shierarchyofneeds

Herzbergtowfactorstheory

McGregory

Sourceofemployeesatisfactiondata

Implementingretentionstrategies

Salariesandbenefits

Traininganddevelopment

Performanceappraisals

Successionplanning

Flextimetelecommutingandsabbaticals

Managementtraining

Conflictmanagementandfairness

Jobdesign,jobenlargementandempowerment

Payforperformancestrategies

Workliftbalance

Otherretentionstrategies



8. Traininganddevelopment

Training

Stepstotakeintrainingandemployee

Employeeorientation

Humanresourcerecall

Inhousetraining

Mentoring

Externaltraining

Typesoftraining

Technicalortechnologytraining

Qualitytraining

Skillstraining

Softskilltraining

Professionaltrainingandlegaltraining

Teamtraining

Managerialtraining

Safetytraining

Trainingdeliverymethods

Onthejobcoachingtrainingdelivery

Mentoringandcoachingtrainingdelivery

Brownbaglunchtrainingdelivery

Webbasedtrainingdelivery

Jobshadowingtrainingdelivery

Jobswappingtrainingdelivery

Vestibuletrainingdelivery

Internationalassignmenttraining

Designingatrainingprogram

Trainingprogramframeworkdevelopment

Needsassessment

Learningobjectives

Learningstyles

Deliverymode

Budget

Deliverystyle

Audience

Contentdevelopment

Timelines

Communication

Measuringeffectiveness

Careerdevelopmentprogramsandsuccessionplanning

9. Successfulemployeecommunication

Biggestchallenge

Communicationstrategies



Communicationandemotionalintelligence

Communicationdirections

Communicationstyles

Nonverbalcommunication

Listening

Managementstyles

Participatorydirectionorteamworkstyles

Autocraticparticipativeandfreeregionstyles

Pathgoalmodelforleadership

Applyingmanagementstyles

10. Managingemployeeperformance

Introduction

Handlingperformance

Typesofperformanceissues

Whatinfluencesperformances

Definingdiscipline

Roleoftheperformanceappraisalindiscipline

Performanceissuemodel

Investigationofperformanceissues

Optionsforhandlingperformanceissue

UniversityofIOWA’sprogressivedisciplineprocess

Fairinvestigation

Equaltreatment

Penalty

Alternativedisputeresolution

Employeeseparation

Rightsizingandlayoffs

Employeerights

Jobprotectionrights

Privacyrights

Labourunions

11. Employeeassessment

Introduction

Toughconversation

Performanceevaluationsystems

Designingaperformanceappraisalsystem

Performanceappraisalsystemerrors

Performanceappraisallegalconsiderations

Appraisalmethods

Graphicratingscale

Essayappraisal

Checklistscale



Criticalincidentappraisals

Workstandardsapproach

Rankingmethods

Managementbyobjectives

Completingandconductiontheappraisal

Trainingmanagersandemployees

Organizingtheperformanceappraisalprocess

Performanceappraisalinterviews

12. Workingwithlabourunions

Introduction

Natureofunions

Historyandorganizationofunions

Currentunionchallenges

Labourunionlaws

Theunionizationprocess

Strategiescompaniesusetoavoidunionization

Theimpactofunionsonorganizations

Collectivebargaining

Theprocessofcollectivebargaining

Ramificationsofabargainingimpasse

Workingwithlabourunions

Proceduresforgrievances

13. Safetyandhealthatwork

Trainingforsafety

Workplacesafetyandhealthlaws

Occupationalsafetyandhealthadministration

WhatisOSHAabout

OSHAenforcement

Healthhazardsatwork

Stressmanagement

Beingastudentcanbestressful

Cumulativetraumadisorders

Chemicalandfragrancesensitivities

Chemicalandsubstances

Workplaceviolenceandbullying

Workplaceviolence

Employeeprivacy

Terrorism

Promotingacultureofsafetyandhealth

14. InternationalHRM

Introduction



Offshoringoutsourcing

Globalenvironment

HRMglobalstrategies

CultureasamajoraspectofHRMoverseas

Staffinginternationally

Typesofstaffingstrategy

Expatriates

Hostcountrynational

Thirdcountrynational

InternationalHRMconsiderations

Recruitmentandselections

Training

Compensationandrewards

Performanceevaluations

Internationallabourenvironment

Logisticsofinternationalassignments

SubjectName:MarketingManagement

SubjectCode:MBA104 PaperCode:MM/M






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Unit-1 Marketingcreatingandcapturingcustomervalue

Unit–2 Companyandmarketingstrategy

Unit–3 Analyzingthemarketingenvironment

Unit–4 Managingmarketinginformationtogaincustomerinsights

Unit–5 Consumermarketsandconsumerbuyerbehavior

Unit–6 Businessmarketsandbusinessbuyerbehavior

Unit-7Customerdrivenmarketingstrategycratingvaluefortarget

customers

Unit-8 Productsservicesandbrandsbuildingcustomervalue

Unit–9 Newproductdevelopmentandproductlifecyclestrategies

Unit–10 Pricingunderstandingandcapturingcustomervalue

Unit–11 Pricingstrategies

Unit–12 Marketingchannelsdeliveringcustomervalue

Unit–13 Retailingandwholesaling

Unit–14Communicatingcustomervalueintegratedmarketing

communicationsstrategy



Unit–15 Advertisingandpublicrelations

Unit–16 Personalsellingandsalespromotion

Unit–17Directandonlinemarketingbuildingdirectcustomer

relationship

Unit–18 Creatingcompetitiveadvantages

Unit–19 Theglobalmarketplace

Unit-20 Sustainablemarketingsocialresponsibilityandethics



MARKTINGMANAGEMENT

1. Marketingcreatingandcapturingcustomervalue Whatismarketing

Marketingdefined

Marketing

Marketofferingsproductsserviceandexperiences

Customervalueandsatisfaction

Exchange

Marketing

Designingacustomerdrivenmarketingstrategy

Selectingcustomerstoserve

Majorenvironmentalforces

Theproductionconcepts

Productionconcepts

Productconcept

Thesellingconcept

Marketingconcept

Societalmarketingconcept

Preparinganintegratedmarketingplanandprogram

Buildingcustomerrelationship

Customerrelationshipmanagement

Relationshipbuildingblockscustomervalueandsatisfaction

Customersatisfaction

Customerrelationshiplevelsandtools

Relatingwithmorecarefullyselectedcustomers

Relatingmoredeeplyandinteractively

Marketingpartnersoutsidethefirm

Customerequity

Buildingtherightrelationshipwiththerightcustomers

2. Companyandmarketingstrategy

Strategicplanning

Businessportfolio

TheBostonconsultinggroupapproach

DevelopingStrategiesforgrowthanddownsizing

Planningmarketing

Growth

Valuechain

Customerdrivenmarketingstrategy

Marketingstrategy

Marketsegmentation

Markettargeting



Positioning

Marketingmix

Managingthemarketingeffort

Marketingplanning

Marketingimplementation

Marketingcontrol

Measuringandmanagingreturnonmarketinginvestment

Returnonmarketinginvestment

3. Analyzingthemarketingenvironment Companymarketingenvironment

Microenvironment

Suppliers

Marketingintermediaries

Physicaldistributionfirms

Publics

Customers

Themicroenvironment

Demographicenvironment

Economicenvironment

Naturalenvironment

Technologicalenvironment

Legislationregulationbusiness

Culturalenvironment

4. Managingmarketinginformationtogaincustomerinsights

Customerinsights

Marketinginformationsystem

Marketingmanagersandotherinformationusers

Assessingmarketinginformationneeds

Developingmarketinginformation

Internaldata

Competitivemarketingintelligence

Marketingresearch

Developingtheresearchplan

Gatheringsecondarydata

Primarydatacollection

Researchapproaches

Observationalresearch

Experimentalresearch

Contactmethods

Onlinemarketingresearch

Samplingplan



Probabilitysample

Noprobabilitysample

Questionnaires

Mechanicalinstruments

Customerrelationshipmanagement

Internationalmarketingresearch

Misuseofsearchfindings

5. Consumermarketsandconsumerbuyerbehavior

Modelofconsumerbehavior

Characteristicsaffectingconsumerbehavior

Culturalfactors

Culture

Socialclass

Groupandsocialnetworks

Wordofmouthinfluence

Upperclass

Middleclass

Family

Rolesandstatus

Personalfactors

Occupation

Economicsituation

Personalityandselfconcepts

Motivation

Perception

Learning

Beliefsandattitudes

Typesofbuyingdecisionbehavior

Dissonancereducingbuyingbehavior

Habitualbuyingbehavior

Varietyseekingbuyingbehavior

Needrecognition

Informationsearch

Evaluationofalternatives

Purchasedecisions

Postpurchasebehavior

Stagesintheadoptionprocess

Influenceofproductscharacteristicsonrateofadoption

6. Businessmarketsandbusinessbuyerbehavior

Businessmarkets

Marketstructureanddemand



Businessbuyerbehavior

Participantsinthebusinessbuyingprocess

Majorinfluencesonbusinessbuyerbehaviorenvironmentalfactors

Organizationalfactors

Interpersonalfactors

Individualfactors

Businessbuyingprocess

Problemrecognition

Generalneeddescription

Productspecification

Suppliersearch

Proposalsolicitation

Supplierselection

Suppliersearch

Orderroutingspecification

Performance

E–procurementbuyingontheinternet

Institutionalandgovernmentmarkets

Institutionalmarkets

Governmentmarkets

7. Customerdrivenmarketingstrategycreatingvaluefortargetcustomer

Companiestoday

Marketsegmentation

Segmentingconsumermarkets

Geographicsegmentation

Demographicsegmentation

Psychographicsegmentation

Loyaltystatus

Behavioralsegmentation

Markettargeting

Undifferentiatedmarketing

Differentiatedmarketing

Concentratedmarketing

Micromarketing

Individualmarketing

Sociallyresponsibletargetmarketing

Selectingonoverallpositioningstrategy

Developingapositioningstatement

8. Products,services,andbrandsbuildingcustomersvalue Projects

Services



Consumerproducts

Convenienceproducts

Shoppingproducts

Specialtyproducts

Unsoughtproducts

Industrialproducts

Organizationspersonsplacesandideas

Productsandservicesdecisions

Productquality

Productsfeatures

Productstyleanddesign

Branding

Packaging

Labeling

Productsupportseries

Productsupportservices

Productlinedecisions

Productmix

Serviceintangibility

Servicevariability

Serviceperishability

Marketingstrategies

Serviceprofitchain

Interactivemarketing

Managingservicedifferentiation

Managingservicequality

Managingserviceproductivity

Brandingstrategy

Brandequity

Brandposi

Brandnameselecting

Brandsponsorship

Licensing

Cobranding

Branddevelopment

Brandextensions

Multiband

Newbrands

Managingbrands

9. Newproductdevelopmentandproductlifecyclestrategies

Newproductdevelopmentstrategy

Ideageneration



Internalideasources

Externalideasources

Crowdsourcing

Conceptdevelopment

Concepttesting

Marketingstrategydevelopment

Productdevelopment

Testmarketing

Commercialization

Managingnewproductdevelopment

Customercenterednewproductdevelopment

Customercenterednewproductdevelopment

Productlifecyclestrategies

Introductionstage

Growthstage

Maturitystage

Declinestage

10. Pricingunderstandingandcapturingcustomervalue

Whatisprice

Majorpricingstrategies

Customervaluebasedpricing

Goodvaluepricing

Valueaddedpricing

Costbasedpricing

Typesofcosts

Costpluspricing

Breakevenanalysisandtargetprofitpricing

Competitionbasedpricing

Marketingstrategy

Organizationalconsiderations

Themarketanddemand

Pricingindifferenttypesofmarkets

Priceelasticityofdemand

11. Pricingstrategies Marketskimmingpricing

Marketpenetrationpricing

Productmixpricingstrategies

Pricingsituationdescription

Optionalproductpricing

Captiveproductpricing

Optionalproductpricing



Byproductpricing

Productbundlepricing

Priceadjustmentstrategies

Discountandallowancepricing

Segmentedpricing

Strategydescription

Psychologicalpricing

Promotionalpricing

Uniformdeliveredpricing

Zonepricing

Internationalpricing

Pricechanges

Initiationpricecuts

Competitorreactionstopricechanges

12. Marketingchannelsdeliveringcustomervalue

Supplychainsandthevaluedeliverynetwork

Natureandimportanceofmarketingchannels

Numberofchannellevels

Channelbehaviorandorganizations

Channelbehavior

Channelconflict

CorporateVMS

ContractualVMS

AdministeredVMS

Horizontalmarketingsystems

Changingchannelorganization

Typesofintermediates

Numberofmarketingintermediates

Intensivedistribution

Selectivedistribution

Responsibilitiesofchannelmembers

Evaluatingthemajoralternatives

Designinginternationaldistributionchannels

Channelmanagementdecisions

Selectingchannelmembers

Managingandmotivatingchannelmembers

Evaluatingchannelmembers

Publicpolicyanddistributiondecisions

Marketinglogisticsandsupplychainmanagement

Natureandimportanceofmarketinglogistics

Warehousing

Inventorymanagement



Transportation

Logisticsinformationmanagement

Integratedlogisticsmanagement

Crossfunctionalteamworkinsidethecompany

Buildinglogisticspartnershops

Thirdpartylogistics

13. Retailingandwholesaling Retailing

Retailer

Typesdescriptionspecialtystore

Departmentstore

Conveniencestore

Discountstore

Offpriceretailer

Amountofservices

Productline

Supermarkets

Relativeprices

Independentoffpriceretails

Factoryoutlets

Warehouseclub

Chainstores

Chainstores

Franchise

Corporatechainstore

Precutsassortmentandservicesdecision

Pricedecision

Promotiondecision

Placedecision

Riseofmegaretailers

Growthofnonstoreretailing

Growingimportanceofretailtechnology

Greenretailing

Globalexpansionofmajorretailers

Wholesaling

Wholesaling

Typesofwholesalers

Merchantwholesalers

Wholesalermarketingdecisions

Marketingmixdecisions

Broker

Agent



Manufacturessalesbranchesandoffices

Merchantwholesaler

Merchantwholesalers

14. Communicationcustomervalueintegratedmarketingcommunicationsstrategy

Buildinggood

Promotionmix

Commentintegratedmarketingcommunicators

Directmarketing

Integratedmarketingcommunications

Buyerreadinessstages

Messagecontent

Messagestructure

Messageformat

Choosingmedia

Buzzmarketing

Nonpersonalcommunicationchannels

Personalcommunicationchannels

Workofmouthinfluences

Selectingthemessagesources

Collectingfeedback

Settingthetotalpromotionbudgetandmix

Settingthetotalpromotionbudget

Affordablemethods

Competitiveparitymethod

Objectiveandtaskmethod

Natureofeachpromotiontool

Personalselling

Salespromotion

Publicrelations

Directmarketing

Promotionmixstrategies

Personalselling

15. Advertisingandpublicrelations Advertising

Majoradvertisingdecisions

Informativeadvertising

Persuasiveadvertising

Reminderadvertising

Settingadvertisingobjectives

Developingadvertisingstrategy

Advertisingstrategy



Creatingtheadvertisingmessage

Madison&vine

Messagestrategy

Messageexecution

Selectingadvertisingmedia

Mediumadvantageslimitations

Choosingamongmajormediatypes

Decidingonmediatiming

Organizingforadvertising

Internationaladvertisingdecisions

Publicrelations

16. Personalsellingandsalespromotion

Personalselling

Linkingthecompanywithitscustomers

Coordinatingmarketingandsales

Managingthesalesforce

Designingthesalesforcestrategyandstructure

Thesalesforcestructure

Productsalesforcestructure

Customersalesforcestructure

Salesforcesize

Teamselling

Teamselling

Recruitingandselectingsalespeople

Supervisingsalespeople

Sellingandtheinternet

Motivatingsalespeople

Stepsinthesellingprocess

Prospectingandqualifying

Preapproach

Approach

Presentationanddemonstration

Handlingobjections

Closing

Followup

Salespromotion

Consumerpromotions

Followup

Salespromotion

Consumerpromotions

Tradepromotions

Eventmarketing



Businesspromotions

Developingthesalespromotionprogram

17. Directandonlinemarketingbuildingdirectcustomerrelationships

Directmarketing

Growthandbenefitsofdirectmarketing

Benefitstobuyers

Customersdatabaseanddirectmarketing

Formsofdirectmarketing

Directmailmarketing

Directmailmarketing

Catalogmarketing

Telephonemarketing

Directresponsetelevisionmarketing

Podcastsandvodcasts

Interactive

Onlinemarketing

Marketingandtheinternet

Businesstoconsumer

Consumertoconsumer

Creatingawebsite

Viralmarketing

Onlineadvertising

Creatingorparticipatinginonlinesocialnetworks

Publicpolicyissueindirectmarketing

18. Creatingcompetitiveadvantage Competitoranalysis

Identifyingcompetitors

Determiningcompetitorsobjections

Identifyingcompetitorsstrategies

Assessingcompetitorsstrengthandweakness

Estimatingcompetitorsreactions

Strongorweakcompetitors

Goodorbadcompetitors

Findingincontestedmarketspaces

Designingacompetitiveintelligencesystem

Approachestomarketingstrategy

Basiccompetitivestrategies

Expandingtotaldemand

Protectingmarketshare

Expandingmarketshare

Marketchallengerstrategies

Marketnicherstrategies



Balancingcustomerandcompetitororientations

19. Theglobalmarketplace

Globalmarketingtoday

Worldtradeorganization

Regionalfreetradezones

Economicenvironment

Politicallegalenvironment

Impactofcultureonmarketingstrategy

Impactofmarketingstrategyoncultures

Decidingwhethertogoglobal

Jointventuring

Licensing

Contractmanufacturing

Managementcontracting

Jointownership

Decidingontheglobalmarketingprogram

Straightproductextension

Productadaptation

Productinvention

Productinvention

Promotion

Adaptation

20. Sustainablemarketingsocialresponsibilityandethics Responsiblemarketers

Sustainablemarkets

Socialcriticismsofmarketing

Highprices

Highadvertisingandpromotioncosts

Highpressureselling

Shoddyharmfulorunsafeproducts

Falsewantsandtoomuchmaterialism

Toofewsocialgood

Consumerism

Environmentalism

Environmentalism

Businessactionstowardsustainablemarketing

Sustainablemarketingprinciples

Customerorientedmarketing

Customervaluemarketing

Innovativemarketing

Senseofmissionmarketing



Societalmarketing

Deficientproducts

Ethicalnormsandvaluesformarketers

Ethicalvalues

Responsibility

Fairness

Respect

Transparency

Citizenship

Implementation

SubjectName:ManagerialEconomics

SubjectCode:MBA105 PaperCode:ME/M






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Unit-1 Introductiontoeconomicsdecisionmaking

Unit–2 Optimaldecisionsusingmarginalanalysis

Unit–3Demandanalysisandoptimalpricingconsumerpreferences

anddemand

Unit–4 Estimatingandforecastingdemand

Unit–5 Production

Unit–6 Costanalysis

Unit–7 Perfectcompetition

Unit–8 Monopoly

Unit–9 Oligopoly

Unit–10 Gametheoryandcompetitivestrategy

Unit–11 Regulationpublicgoodsandbenefitcostanalysis

Unit-12 Decisionmakingunderuncertainty

Unit-13 Asymmetricinformationandorganizationaldesign

Unit-14 Bargainingandnegotiation



MANAGERIALECONOMICS

1. Introductiontoeconomicdecisionmaking Managerialdecisions

Multinationalproductionandpricing

Marketentry

Buildinganewbridge

Sixstepstodecisionmaking

Privateandpublicdecisionsandeconomicview

Publicdecisions

Behavioraleconomics

2. Optimaldecisionsusingmarginalanalysis Introduction

Marginalanalysis

Marginalanalysisandcalculus

Marginalrevenueandmarginalcost

Marginalrevenue

Marginalcost

Sensitivityanalysis

Increasedmaterialcosts

Increaseddemand

3. Demandanalysisandoptimalpricing

Demandfunctions

Demandcurveandshiftingdemand

Generaldeterminantsofdemand

Elasticityofdemand

Factorsaffectingpriceelasticity

Crossprice

Demandanalysisandoptimalpricing

Maximizingrevenue

Optimalmarkuppricing

Businessbehaviorpricinginpractice

Pricediscrimination

Multinationalproductionandpricingrevisited

Demandbasedpricing

Formsofpricediscrimination

Informationgoods

Customizedpricingandproducts

Consumerpreferencesanddemand

IndifferenceCurves

Thebudgetconstraints

Optimalconsumption



Demandcurves

4. Estimatingandforecastingdemand

Collectingdata

Surveypitfalls

Controlledmarketstudies

Uncontrolledmarketdata

Regressionanalysis

Interpretingregressionstatistics

R–squared

Educationspecializations

Omittedvariables

Multicollinearity

Forecasting

Timeseriesmodels

Fittingasimpletrend

Barometricmodels

5. Productions Productions

Productionswithonevariableinput

Marginalproduct

Thelawofdiminishingmarginingreturns

Optimalusesofaninput

Productioninthelongrun

Returnstoscale

Leastcostproduction

Measuringproductionfunctions

Linearproduction

Productionwithfixedproportions

Polynomialfunctions

Estimatingproductionfunctions

Otherproductiondecisions

Multipleplants

Multipleproducts

6. Costanalysis Relevantcosts

Opportunitycostsandeconomicsprofits

Economicprofit

Fixedandsunkcosts

Profitmaximizationwithlimitedcapacity

Thecostofproduction

Shortruncosts



Longruncosts

Shortrunversuslongruncost

Returnstoscaleandscope

E–commerceandcosteconomies

Economiesofscope

Costanalysisandoptimaldecisions

7. Perfectcompetition Introduction

Thebasicsofsupplyanddemand

Shirtsindemandandsupply

Competitiveequilibrium

Decisionsofthecompetitivefirm

Thefirmsupplycurve

Longrunequilibrium

Marketequilibrium

Longrunmarketsupply

Marketefficiency

Thedemandandsupplyofdaycare

Thedaycaremarket

Efficiencyandequity

Dynamicmarketwideefficiency

Internationaltrade

Tariffsandquotas

8. Monopoly Barrierstoentry

Economiesofscale

Capitalrequirements

Purequalityandcostsadvantages

Productdifferentiation

Controlofresources

Patentscopyrightsandotherlegalbarriers

Strategicbarriers

Cartels

Naturalmonopolies

Monopolisticcompetition

9. Oligopoly Oligopoly

Industryconcentration

Concentrationandprices

Qualitycompetition

Dominatefirm



Competitionamongsymmetricfirms

Pricecompetition

Pricerigidityandkinkeddemand

Pricewar

Pricewarsandtheprisoner’sdilemma

Bertrandpricecompetition

Strategiccommitments

Optimaladvertising

Advertisingwithinoligopoly

10. Gametheoryandcompetitivestrategy

Sizingupcompetitivesituations

Analyzingpayofftables

Marketsharecompetition

Competitivestrategy

Marketentry

Bargaining

Sequentialcompetition

Entrydeterrence

Backwardinduction

Repeatedpricecompetition

Aspectsofreputation

Finalnoteonfinitecompetition

11. Regulation,publicgoodsandbenefitcostanalysis Marketfailuresandregulations

Rentseeking

Governmentresponses

Remedyingexternalities

Privatepayments

Globalwarming

Promotingpositiveexternalities

Promotingresearch

Thepatentsystem

Copyright

Businessbehaviorassessingrisks

Publicgoods

Publicgoodsandefficiency

Efficiencyversusequity

Evaluatingapublicproject

Publicpricing

Valuingbenefitsandcosts

Vaultinglives



12. Decisionmakingunderuncertainty Decisiontrees

Featuresoftheexpectedvaluecriterion

Economicsconditions

Uncertaincosts

Differentcultures

Politicalrisk

Exchangeraterisk

Sequentialdecisions

Riskaversion

Demandandinsurance

Riskaversewildcatter

13. Asymmetricinformationandorganizationaldesign

Asymmetricinformation

Decentralization

Coordinationthroughteams

Coordinationviatransferprices

Motivatingworkers

Evaluatinggroupperformances

Boundariesofthefirm

Internalinformationsharing

Limitingthepoweroftopmanagement

Financialincentives

14. Bargainingandnegotiation Sellingwarehouse

Probabilityassessments

Settlementnegotiationsrevisited

Riskaversion

Contingentpricinginanacquisition

Multipleissuenegotiations

Acomplexprocurement

Aqualitypricecontract

Negotiationsstrategy

Perfectinformation

Imperfectinformation

Atenderoffer

Repetitionandreputation

Businessbehaviorfailedagreements

SubjectName:INFORMATIONTECHNOLOGYWITHINTRODUCTIONTODBMS

SubjectCode:MBA106 PaperCode:ITI-DBMS/M

DirectorateofDistanceEducation

IntegralUniversity,Lucknow




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UNIT1BUSINESS PROCESSES AND INFORMATION SYSTEMS

FOUNDATIONS

UNIT2DOCUMENTING BUSINESS PROCESSES AND

INFORMATION SYSTEMS

UNIT3 DATABASE MANAGEMENT SYSTEMS

UNIT4 E-BUSINESS

UNIT5BUSINESS INTELLIGENCE AND KNOWLEDGE

MANAGEMENT SYSTEMS

UNIT6 SYSTEMS ANALYSIS

UNIT7 SYSTEMS DESIGN AND IMPLEMENTATION

UNIT8 IT GOVERNANCE

UNIT9 CONTROLLING INFORMATION SYSTEMS

UNIT10 CORE BUSINESS PROCESSES

UNIT11 THE “ORDER-TO-CASH” PROCESS

UNIT12 THE “PURCHASE-TO-PAY” (PTOP) PROCESS

UNIT13 THE BUSINESS REPORTING (BR) PROCESS



INFORMATIONTECHNOLOGYWITHINTRODUCTIONTODBMS

UNIT-1 BUSINESS PROCESSES AND INFORMATION SYSTEMS

FOUNDATIONS Introduction to Information Systems

Challenges and Opportunities for the Business Professional

Business Operations

What Is an Information System?

The Information System

Logical Components of a Business Process

Management Uses of Information

The Role of the Business Professional

Review Question

Further readings

UNIT-2 DOCUMENTING BUSINESS PROCESSES AND

INFORMATION SYSTEMS Introduction

Reading Systems Documentation

Reading Systems Flowcharts

Reading Entity-Relationship Diagrams

Preparing Data Flow Diagrams

Preparing Systems Flowcharts

Review Question

Further Readings

UNIT-3 DATABASE MANAGEMENT SYSTEMS Introduction

Event Data Processing

Transaction Processing Approach

Managing Data Files

Database Management Systems

Overcoming the Limitations of File Processing

Enabling Event-Driven Systems

Entity-Relationship (E-R) Modeling

Entities and Attributes

E-R Model Development

Mapping an E-R Diagram to a Relational DBMS

Review questions

Further Readings

UNIT-4 E-BUSINESS Introduction

The Changing World of Business Processing

Automating Manual Systems

Online Transaction Entry (OLTE)

Online Real-Time (OLRT) Processing

Online Transaction Processing (OLTP)

Advances in Electronic Processing and Communication

Digital Image Processing

Communication Networks

Stages of E-Business



Electronic Document Management

Electronic Data Interchange

Internet Commerce

Review Questions

Further Readings

UNIT-5 BUSINESS INTELLIGENCE AND KNOWLEDGE

MANAGEMENT SYSTEMS Introduction

Management Decision Making

Systems For Aiding Decision Makers

Business Intelligence Systems, OLAP, and Group Support Systems Knowledge Management

Gathering Knowledge with Groupware

Storing Knowledge in Data Warehouses

Intelligent Agents for Knowledge Retrieval

Creating A Knowledge Culture

Conclusions

Review Questions

Further Readings

UNIT-6 SYSTEMS ANALYSIS Introduction

Definition and Objectives of Systems Development

Controlling the Systems Development Process

Project Management

Quality Assurance

Involvement in Systems Development

Business Process Reengineering

Change Management

Systems Survey

Triggering Systems Development

Gather Facts

Devise the Project Plan

Obtain Approvals

Structured Systems Analysis

Select the Best Alternative Physical System

Complete and Package the Systems Analysis Documentation

Conclusions

Internal Presentation

Review Questions

Further Readings

UNIT-7 SYSTEMS DESIGN AND IMPLEMENTATION Introduction

Systems Selection

Software and Hardware Acquisition Alternatives

Software Acquisition Alternatives

Hardware Acquisition Alternatives

The Intermediate Steps in Systems Selection

Introduction to Structured Systems Design



Introduction to Systems Implementation

The Intermediate Steps in Systems Implementation

Test System

Obtain Approvals

Conduct Conversion

The Post-Implementation Review

Systems Maintenance

Review Questions

Further Readings

UNIT-8 IT GOVERNANCE Why Do We Need Control?

Corporate Governance

Fraud and Its Relationship to Control

Defining Internal Control

A Working Definition of Internal Control

Ethical Considerations and the Control Environment

Business Process Control Goals and Control Plans

Control Goals of the Operations Process

Control Plans

Introduction to Pervasive Controls

Planning and Organization Domain

Acquisition and Implementation

Delivery and Support

Monitoring

Conclusions

UNIT-9 CONTROLLING INFORMATION SYSTEMS Introduction

The Control Framework

The Control Matrix

Steps in Preparing the Control Matrix

Control Plans for Data Entry without Master Data

System Description and Flowchart

Applying the Control Framework

Control Plans for Data Entry with Master Data

System Description and Flowchart



Conclusions

Review Questions

Further Readings

UNIT-10 CORE BUSINESS PROCESSES Introduction

Process Definition and Functions

Organizational Setting

Managing the M/S Process: Satisfying Customer Needs

Decision Making and Kinds of Decisions

Using Data Mining to Support Marketing

Mastering Global Markets with E-Business



Logical Description of the M/S Process

Logical Data Flow Diagrams

Physical Description of the M/S Process

Management Reporting

Application of the Control Framework

Control Goals

Conclusions

Review Questions

Further Readings

UNIT-11 THE “ORDER-TO-CASH” PROCESS Introduction


Managing the RC Process: Leveraging Cash Resources

CRM: Customer Self-Service Systems

Digital Image Processing Systems

Managing Cash Receipts

Logical Process Description

Logical Data Flow Diagrams

Logical Data Descriptions

Types of Billing Systems

Physical Process Description of the Billing Function

Selected Process Outputs

Application of the Control Framework for the Billing Function

Recommended Control Plans

Physical Process Description of the Cash Receipts Function

Recommended Control Plans

Conclusions

Review Questions

Further Readings

UNIT-12 THE “PURCHASE-TO-PAY” (PTOP) PROCESS Introduction

Process Definition and Functions


Goal Conflicts and Ambiguities in the Organization

Logical Process Description

Logical Data Descriptions

Technology Trends and Developments

Physical Process Description

Process Nature of inputs Updated master data

Conclusions

Review Questions

Further Readings

UNIT-13 THE BUSINESS REPORTING (BR) PROCESS Process Definition and Functions

Budgets and Financial Reporting

Horizontal and Vertical Information Flows

Logical System Description

Discussion and Illustration



The General Ledger Master Data

Limitations of the General Ledger Approach

Technology-Enabled Initiatives in Business Reporting

Enterprise System Financial Module Capability

Balanced Scorecard

Business Intelligence

Business Intelligence Systems for Aiding the Strategic Planner

Extensible business reporting language (xbrl)

Conclusions

Review Questions

Further Readings

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