SERVICE MARKETING MANAGEMENT

Following are the sample questions. You can go through them for your practice. If you need any help or assistance you can reach me on sk1242@hotmail.com

1. Write short notes (any two)
a) Understanding customer needs
b) Global strategies for hospitality services
c) Problem of service quality management
2. Explain briefly the gaps in service quality. Discuss the importance of
understanding customer needs.
3. Define tourism and explain the factors developing tourism.
4. Distinguish between goods and services. What are the challenges faced
by service marketers?
5. Discuss financial services. State the causes of financial innovation.
6. Explain service version of modern marketing. State external service
implications.
7. Discuss the essence of IT in service sector management. Explain major
issues in Information and Technology.
8. What are the components of Internal Marketing? Describe the steps
involved in developing internal marketing program.

Cyber Law Management – 2

Following are the sample case studies. You can go through them for your practice. If you need any help or assistance you can reach me on sk1242@hotmail.com

1)  Write short notes on following

    a)   Privacy on the Net

b)   Age of Cyber Crime

   c)   Business on the Net

d)   Cyber crimes against government

2)   Explain the important computer terminology defined in the information technology act 2000?

3)   Give an over view of the information technology act 2000?

4)  Discuss the World of Electronic Contracts?

Investment Analysis Management

Following are the sample case studies. You can go through them for your practice. If you need any help or assistance you can reach me on sk1242@hotmail.com

CASE STUDY 1

Downloaded Data of Bank of Baroda and HDFC Bank from http://www.nseindia.com of last 11 years has been summarized as follows. You are required to analyze the data using appropriate statistical tools, interpret the results and provide necessary advice to the investors as research analyst.

Sr.No

Date

Symbol

Close Price

Symbol

Sr.No

Date

Close Price

1

1-Apr-97

BANKBARODA

56.75

HDFCBANK

1

1-Apr-97

46.45

2

1-Apr-98

BANKBARODA

108.35

HDFCBANK

2

1-Apr-98

72.8

3

1-Apr-99

BANKBARODA

45

HDFCBANK

3

1-Apr-99

67.6

4

3-Apr-00

BANKBARODA

47.4

HDFCBANK

4

3-Apr-00

247.15

5

30-Mar-01

BANKBARODA

60.45

HDFCBANK

5

2-Apr-01

223.15

6

1-Apr-02

BANKBARODA

50.45

HDFCBANK

6

1-Apr-02

233.65

7

1-Apr-03

BANKBARODA

86.45

HDFCBANK

7

1-Apr-03

234.3

8

1-Apr-04

BANKBARODA

250.45

HDFCBANK

8

1-Apr-04

384.35

9

1-Apr-05

BANKBARODA

221.85

HDFCBANK

9

1-Apr-05

551.55

10

3-Apr-06

BANKBARODA

232.95

HDFCBANK

10

3-Apr-06

773.85

11

30-Mar-07

BANKBARODA

215.05

HDFCBANK

11

30-Mar-07

954.15

CASE STUDY 2

Given below are the returns on the three stocks Supertex, Colourtex and Wivetex for a four year period. Compute the average returns, variance and standard deviation if a portfolio is constructed such that the stock has lowest standard deviation accounts for 50% of the funds, a stock having the next lowest standard deviation accounting for 30% and the third stock accounting for 20% of the funds.

Period ( Years)

 

Annual Returns (%)

 

 

Supertex

Colourtex

 

Wivetex

1

10

11

 

8

2

12

9

 

12

3

14

13

 

9

4

16

17

 

15

CASE STUDY 3

Pruthvi Hardware Ltd. Invested on 1-04-2006 in equity shares as below:-

Company

Number of Shares

Cost (Rs.)

 

 

 

Mafatlal .Ltd.

.1000 (Rs.100 Each)

2,00,000

 

 

 

Natraja Pencil Ltd.

500 (Rs.10 each)

1,50,000.

In September 2006, Mafatlal Ltd. Paid 10% dividend and in October, 2006 Nataraj Ltd. Paid 30% dividend. On 31-3-2007, market price of shares of Mafatlal Ltd. And Nataraj Ltd. Were Rs.220 and Rs.290 respectively.

Pruthvi Hardware ltd. have been informed by their investment advisor that :-

1)    Dividend s from Mafatlal L Ltd. And Nataraj Ltd. For the year ending 31-03-2008 are likely to be 20% and 35% respectively. 

You are required to

1)    Calculate the average return from the portfolio for the year ended 31-03-2007.

 2)    Advice P Ltd. Of the comparative risk of two investments by calculating the standard deviation in each case.

CASE STUDY 4                                                                                        

 

A) The following table provides details about three mutual fund portfolios. Find out theSharpe, Treynor and Jensen Index and rank them. What are your suggestions to the investors?

 

 

 

Portfolio

Return on

Standard Deviation

Beta

 

 

 

Portfolio

 

 

 

 

 

 

 

 

 

 

Equity Fund

26

12

1.25

 

 

 

 

 

 

 

 

Mid Cap

40

10

0.80

 

 

Fund

 

 

 

 

 

 

 

 

 

 

 

Infra – Fund

24

14

1.40

 

 

 

 

 

 

 

 

Market Index

18

 

1.00

 

 

 

 

 

 

 

 

Risk Free Rate of Return : 6%

 

 

 

 

 

 

 

 

 


  1. The beta of Equity fund is higher than the Beta of Mid Cap fund but the returns are higher in Mid Cap Fund than Equity Fund. Do you agree with this statement? If yes, explain with reasonable examples.
  1. The beta of Infra – Fund is the highest among all three fund but the returns is the lowest among all three fund. Explain with reasonable examples.


B)  Share of HDFC and BANK of Baroda display the following returns over the past two years:-

 

 

 

 

YEAR

HDFC

BANK OF BARODA

 

 

 

 

 

 

 

First Year

232

775

 

 

 

 

 

 

 

Second Year

215

955

 

 

 

 

 

 


1)    What is the expected return on a portfolio made up of 40% of Pepsi and 60% of Coca-Cola?

 

2)    What is the standard deviation of each share?

 

3)    What is the covariance of Share of Pepsi and Coca-Cola?

 

4)    What is the correlation coefficient?

 

5)    Interpret the results in each case and advice the investors for investment decision?

CASE STUDY 1

 

Downloaded Data of Bank of Baroda and HDFC Bank from http://www.nseindia.com of last 11 years has been summarized as follows. You are required to analyze the data using appropriate statistical tools, interpret the results and provide necessary advice to the investors as research analyst.

 

Sr.No

Date

Symbol

Close Price

Symbol

Sr.No

Date

Close Price

1

1-Apr-97

BANKBARODA

56.75

HDFCBANK

1

1-Apr-97

46.45

2

1-Apr-98

BANKBARODA

108.35

HDFCBANK

2

1-Apr-98

72.8

3

1-Apr-99

BANKBARODA

45

HDFCBANK

3

1-Apr-99

67.6

4

3-Apr-00

BANKBARODA

47.4

HDFCBANK

4

3-Apr-00

247.15

5

30-Mar-01

BANKBARODA

60.45

HDFCBANK

5

2-Apr-01

223.15

6

1-Apr-02

BANKBARODA

50.45

HDFCBANK

6

1-Apr-02

233.65

7

1-Apr-03

BANKBARODA

86.45

HDFCBANK

7

1-Apr-03

234.3

8

1-Apr-04

BANKBARODA

250.45

HDFCBANK

8

1-Apr-04

384.35

9

1-Apr-05

BANKBARODA

221.85

HDFCBANK

9

1-Apr-05

551.55

10

3-Apr-06

BANKBARODA

232.95

HDFCBANK

10

3-Apr-06

773.85

11

30-Mar-07

BANKBARODA

215.05

HDFCBANK

11

30-Mar-07

954.15

International Finance Management

Following are the sample case studies. You can go through them for your practice. If you need any help or assistance you can reach me on sk1242@hotmail.com

1) What is exchange rate determination and forecasting?
2) Explain financial management in a global context.
3) Explain in detail:
a) Accounting implications of international activities
b) Tax implications of international activities
4) What is forwards, swaps and interest Parity?
5) Explain short-term financial management in a multinational corporation.
6) Explain long-term borrowing in the global capital markets.
7) What are different currency options?
8) Explain currency and interest rate futures.
9) Write a detailed note on the foreign exchange market in India
10) What is balance of payments?

HRM – Human Resource Management – 2

Following are the sample case studies. You can go through them for your practice. If you need any help or assistance you can reach me on sk1242@hotmail.com

CASE STUDY : 1
A policy is a plan of action. It is a statement of intention committing the management to a general course of
action. When the management drafts a policy statement to cover some features of its personnel programmes,
the statement may often contain an expression of philosophy and principle as well. Although it is perfectly
legitimate for an organization to include its philosophy, principles and policy in one policy expression.

  1. Why organizations adopt personnel policies explain the benefits?
  2. What are the sources and content of personnel policies?
  3. Explain few personnel policies?
  4. Explain principles of personnel policies?

CASE STUDY : 2
Recruitment is understood as the process of searching for and obtaining applicants for jobs, from among
whom the rights people can be selected. Theoretically, recruitment process is said to end with the receipt of
applications, in practice the activity extends to the screening of applications so as to eliminate those who are
not qualified for the job. Recruitment refers to the process of receipt of applications from job seekers. In reality, the term is used to describe the entire process of employee hiring. These are recruitment boards for railways, banks and other organization.

  1. Explain in detail the general purpose of recruitment?
  2. Explain factors governing Recruitment?
  3. Explain the Recruitment process with diagram?
  4. Explain Recruitment planning?

CASE STUDY : 3
Navin AGM materials, is fuming and fretting. He bumped into Kiran, GM Materials, threw the resignation
letter on his table, shouted and walked out of the room swiftly.
Navin has reason for his sudden outburst. He has been driven to the wall. Perhaps details of the story will
tell the reasons for Navin’s bile and why he put in his papers, barely four months after he took up his
assignment. The year was 2005 when Navin quit the prestigious Sail plant at Mumbai. As a manager material Navin enjoyed the power. He could even place an order for materials worth Rs 25 lakh. He needed nobody’s prior
approval.
Navin joined a pulp making plant located at Pune as AGM Materials. The plant is owned by a prestigious
business house in India. Obviously perks, designation and reputation of the conglomerate lured Navin away
from the public sector. When he joined the pulp making company, little did Navin realize that he needed prior approval to place an order for materials worth Rs 12 lakhs. He had presumed that he had the authority to place an order by himself worth half the amount of what he used to do at the mega steel maker. He placed the order material
arrived, were recived, accepted and used up in the plant. Trouble started when the bill for Rs 12 lakh came from vendor. The accounts department withheld payment for the reason that the bill was not endorsed by Kiran. Kiran rused to sign the bill as his approval was not taken by Navin before placing the order. Navin felt fumigated and cheated. A brief encounter with Kiran only aggrarated the problem. Navin was curtly told that he should have known company rules before venturing. Navin decided to quit the company.

  1. Does the company have an orientation programme?
  2. If yes how effective is it?
  3. How is formal Orientation programme conducted?
  4. If you were Navin what would have you done?

CASE STUDY : 4
Bitter it may taste, shrill it may sound, and sleepless nights it may cause, but it is true. In a major shake up
Airbus. The European aircraft manufacturers has thrown a big shock to its employees. Before coming to the
details of the shock, a peep into the company’s resume.
Name                                            Airbus
Created                                        1970
President                                      CEO : Vijay M.
Employees                                   57000
Turnover                                      26 Bn (Euro)
Total Aircraft sold (Feb 2007)      7187
Delivered                                     4598
Headquarters                              Paris (France)
Facilities                                      6
Rival                                            Boeing

Airbus announced on February 27, 2007 that it would shed 10,000 jobs across four European countries and
sell six of its unit. N the same day the helpless workers did what was expected of them – downed tools and
staged protests. The protesting workers at Airbus’s factory at Meaulte, northern France, were seen picketing
outside the factory gate after holding up production a day earlier. To be fair to Airbus, its management
entered talks with unions before the job loss and sale was formally announced. But the talks did not mollify
the agitated workers. Job sheating and hiring of units are a part of Power and restructuring plan unleashed by Airbus to save itself from increasing loss of its ground to the arch rival, Boeing Co.
Airbus Power & Strategy was first mooted in October 2006 but sparkled a split between France & Germany
over the distribution of job losses and the placement of future ones. Later the two countries agreed to share
both job losses and new technology.
The power and plan, if finalized, would mean a 3 per cent reduction to Airbus’s 55000 employee strength.

  1. Why should Power and focus on shedding jobs to save on cost?
  2. Are there no alternative strategies?
  3. Will the proposed shedding of jobs and scale of six units help airbus survive the intense competition from Boeing?
  4. Comment on the whole issue?

 If you need any help or assistance you can reach me on sk1242@hotmail.com

Marketing Management

Following are the sample case studies. You can go through them for your practice. If you need any help or assistance you can reach me on sk1242@hotmail.com

1) Define term “Marketing Management” discuss the elements of Market Environment?

2) Define the term Product Management? Explain how New Product Decisions are made?

3) What is Customer relationship Management Explain its feature and nature?

4) Explain the nature and feature of Marketing research and Information Systems?

5) What is Market Measurement and Forecasting?

6) What is Segmenting and Targeting the Market?

7) What is Advertising Management? Explain the concept of Sales Promotion and Personal Selling?

8) Write a short note
a) Brand Equity
b) Global Marketing
c) Direct Marketing
d) Pricing decisions

Finance Management

Following are the sample case studies. You can go through them for your practice. If you need any help or assistance you can reach me on sk1242@hotmail.com

1).Mr. Nimish holds the following portfolio.
Share                               Beta                              Investment
Alpha                                 0.9                               Rs.12, 00,000
Beta                                  1.5                                Rs. 3, 50,000
Carrot                                1.0                                Rs. 1, 00,000
What is the expected rate of return on his portfolio, if the risk rate is 7 per cent and the expected return on the market portfolio is 16 per cent?

2). A share is selling for Rs.60 on which a dividend of Rs.4 per share is expected at the end of the year. The expected market price after dividend declaration is to be Rs.70. Compute the following: –
(i) The return on investment ® in shares.
(ii) Dividend yield
(iii) Capital Gain Yield

3)

DIC Ltd. provides the following data:

 

 

Comparative trial balance

 

 

 

 

 

 

March 31 year 2

March 31 year 1

Increase(Decrease)

Debit Balance

20

10

10

Cash

Rs.190

Rs. 90

Rs.100

Working capital (other than cash)

100

200

(100)

Investment (Long term)

500

400

100

Building and equipment

40

50

(10)

Total

850

750

100

 

 

 

 

Credit Accumulated Depreciation

200

160

40

Bonds

150

100

50

Reserves

350

350

Equity Shares

150

140

10

 

 

Total

850

750

100

 

 

 

 

 

 

 

 

 

Income Statement

 

 

 

For the period ending March 31, year 2

(Amount in Rs lakh)

 

 

 

 

 

 

 

Sales

 

 

 

 

Rs.1000

 

Cost of Goods Sold

 

 

 

500

 

Selling Expense

 

Rs.50

 

 

Administrative Expenses

 

50

 

100

 

Operating Income

 

 

 

400

 

Other charges

 

 

 

 

 

Gain on sale of building and equipment

Rs 5

 

 

Loss on sale of investments

 

(10)

 

 

 

Interest

 

(6)

 

 

 

Taxes

 

 

(189)

 

(200)

 

Net Income after taxes

 

 

 

200

 

Notes: (a)

The depreciation charged for the year was Rs.60 Lakh

 

 

(b)

The Book value of the building and equipment disposed was Rs 10 Lakh

 

Prepare a Cash Flow Statement (Based on AS-3)

 

 

 

 

 

4. (i) A. Ltd. produces a product which has a monthly demand of 4,000 units. The product requires a component X which is purchased at Rs.20. For every finished product one unit of component is required. The ordering cost is Rs.120 per order and the holding cost is 10 per cent per annum.
You are required to calculate:
(i) Economic order quantity
(ii) If the minimum lot size to be supplied is 4, 000 units, what is the extra cost, the company has to incur?
(iii) What is the minimum carrying cost, the company has to incur?

4. (ii). Master Tools Ltd. Is currently operating its business at 75% level, producing 38275 units of a tools component and proposes to increase capacity utilization in the coming year by 33 1/3 % over the existing level of production.
The following data has been supplied:
(1)Unit cost structure of the product at current level:
Rs.
Raw Material                                       5
Wages                                                 2
Overheads                                          3
Fixed Overhead                                  2
Profit                                                    3
_____
15
(i) Raw Material will remain in stores for 1 month before issued for production. Material will remain in process for further 1 month. Suppliers grant 4 months credit to the company.
(ii) Finished goods remain in godown for 2 months
(iii) Debtors are allowed credit for 2 months.
(iv) Lag in wages and overheads payments in 1 month, and these expenses accrue evenly throughout the production cycle.
(v) No increase either in cost of inputs or selling price is envisaged

You are required to prepare a Projected Profitability statement and the Working Capital Requirement at new level, assuming that a minimum cash balance of Rs.20000 has to be maintained.

5. A stock is currently trading for Rs.29. The risk less interest is 7 % p.a continuously compounded. Estimate the value of European call option with a strike price of Rs.30 and a time of expiration of 4 months. The standard deviation of the stock’s annual return is 0.45. Apply BS model.

6.

Following is the EPS record of AB Ltd over the past 10 years.

 

 

 

 

 

Year

EPS

Year

EPS

10

Rs.30

5

Rs.16

9

20

4

15

8

19

3

14

7

18

2

18

6

17

1

(12)

(i )Determine the annual dividend paid each year in the following cases:

          (a)  If the firm’s dividend policy is based on a constant dividend payout ratio of 40 per cent for all years

                  (b)  If the firm pays at Rs 10 per share, and increases it to Rs 12 per share when earnings exceed Rs.14 per share for the previous 2 consecutive years.

            (c)  If the firm pays dividend at Rs 7 per share each except when EPS exceeds Rs 14 per share, when an extra dividend equal to 80 per centof earnings beyond Rs.14 would be paid.

 (ii)      Which type of dividend policy will you recommended to the company and why?

7. A US MNC has its subsidiary in India. The subsidiary has issued 15 pr cent preference shares of the face value of Rs.100, to be redeemed at year-end 9. Flotation costs are expected to be 5 per cent; these costs can be amortized for tax purpose during 8 years at a uniform rate.The corporate tax rate is 35 per cent. Determine the costs of preference shares from the perspective of the subsidiary

8. The US inflation rate is expected to be Rs.3 per cent annually and that of India is expected to be 4.5 per cent annually. The current spot rate of US $ in India is Rs.47.4060/US $. Find the expected rate of US $ in India after one year and after 5 years from now using purchase power theory of exchange rate.

Corporate Law

Following are the sample case studies. You can go through them for your practice. If you need any help or assistance you can reach me on sk1242@hotmail.com

Q.1. In the following statements only one is correct statement. Explain Briefly?

i) An invitation to negotiate is a good offer.
ii) A quasi-contract is not a contract at all.
iii) An agreement to agree is a valid contract.

Q.2. A ship-owner agreed to carry to cargo of sugar belonging to A from Constanza to Busrah. He knew
that there was a sugar market in Busrah and that A was a sugar merchant, but did not know that he
intended to sell the cargo, immediately on its arrival. Owning to Shipment’s default, the voyage was delayed and sugar fetched a lower price than it would have done had it arrived on time. A claimed compensation for the full loss suffered by him because of the delay. Give your decision. Explain Briefly?

Q.3. The proprietors of a medical preparation called the “Carbolic Smoke Ball” published in several
newspapers the following advertisement:- “£ 1000 reward will be paid by the Carbolic Smoke Ball Co. to any person who contracts the increasing epidemic influenza after having used the Smoke Ball three times daily for two weeks according to printed directions supplied with each ball. £ 1000 is deposited with the Alliance Bank
showing our sincerity in the matter. On the faith in this advertisement, the plaintiff bought a Smoke Ball and used it as directed. She was attacked by influenza. She sued the company for the reward. Will she succeed? Explain Briefly

Q.4. Fazal consigned four cases of Chinese crackers at Kanpur to be carried to Allahabad on the 30th May,
1987. He intended to sell them at the Shabarat festival of 5th June 1987. The railway discovered that the consignment could not be sent by passenger train and asked Fazal either to remove them or authorize their dispatch by goods train. He took no action and the goods arrived at Allahabad a month after they were booked.
Fazal filed a suit against Railways for damages due to late delivery of the goods which deprived him of the special profits at the festival sale. Decide & explain briefly ?

Q.5. ‘Lifeoy’ Soap company advertised that it would give a reward of Rs. 2000 who contracted skin disease after using the ‘Lifeoy’ soap of the company for a certain period according to the printed directions. Mrs. Jacob purchased the advertised ‘Lifeboy’ and contracted skin disease inspite of using this soap according to the printed instructions. She claimed reward of Rs. 2000. The claim is resisted by the company on the ground that offer was not made to her and that in any case she had not communicated her acceptance of the offer. Decide whether Mrs. Jacob can claim the reward or not. Give reasons. Explain briefly?

Q.6. In each set of statements, only one is correct. State the correct statements & Explain briefly?
a) i) A bailee has a general lien on the goods bailed.
ii) The ownership of goods pawned passes to the pawnee.
iii) A gratuitous bailment can be terminated by the bailor even
before the stated time.
b) i) A substituted agent is as good an agent of the agent as a subagent.
ii) An ostensible agency is as effective as an express agency.
iii) A principal can always revoke an agent’s authority.

Q.7. A, an unpaid seller, sends goods to B by railway. B becomes insolvent And A sends a telegram to Railway authorities not to deliver the goods to B. B. goes to the Parcel office of Railway Yard and by presenting R. R. (Railway Receipt) takes delivery of the goods and starts putting them in the cart. Meanwhile the Station Master comes running with the telegram in hand and takes possession of the goods from B. Discuss the rights of A and B to the goods in possession of Railway authorities.

Q.8. X needs Rs. 10,000 but cannot raise this amount because his credit is not good enough. Y whose
credit is good accommodates. X by giving him a pronote made out in favour of X, though Y owes no money to X. X endorses the pronote to Z for value received. Z who is holder in due course the pronote to Z for value received. Z who is holder in due course demands payment from Y. Can refuse and plead the arrangement between him and X Explain briefly?

Q.9. Will C has the right of further negotiation in the following cases: (B signs the endorsements)
Explain briefly?

i) ‘Pay C for my use’
ii) ‘Pay C’)
iv) ‘Pay C or order for the account of B’
Q.10. A promissory note was made without mentioning any time for payment. The holder added the
words’ on demand on the face of the instrument. State whether it amounted to material alteration
and explain the effect of such alteration. Explain briefly?

Q.11. State whether the following instruments are valid promissory notes:
i) I promise to pay Rs. 5000 to B on the dearth of ‘B’s uncle provided that D in his will gives
me a legacy sufficient for the promise of payment of the said sum.
ii) I hereby acknowledge that I owe X Rs. 5,000 on account of rent due and I agree that the said
sum will be paid be me in regular installments.
iii) I acknowledge myself indebted to B in Rs. 5000 to be paid on demand for value received.

Q.12. A Payee holder of a bill of exchange. He endorses it in blank and delivers it to B. B endorses in full
to C or order. C without endorsement transfers the bill to D. State giving reasons whether D as
bearer of the bill of exchange is entitled to recover the payment from A or B or C. Explain briefly?

Q.13. Write a short note on the Doctrine of Indoor Management? Explain briefly?

Q.14. The shareholders at an annual general meeting passed a resolution for the payment of dividend at a
rate higher than that recommended by the Board of Directors. Examine the validity of the resolution.
Explain briefly?

Q.15. In a prospectus issued by a company the Managing Director stated that the company had paid
dividend every year during 1921 – 27, which was a fact. However, the company had sustained losses
during the relevant period and had paid dividends out of secret reserves accumulated in the past.
Examine the consequences of the observation made by the Managing Director. Explain briefly?

Q.16. A buys from B 400 shares in a company on the faith of a share certificate issued by the company. A
tender to the company a transfer deed duly executed together with B’s share certificate. The
company discovers that the certificate in the name of B has been fraudulently obtained and refuses to
register the transfer. Advise A. Explain briefly?

Q.17. A insured his house against fire. Later while insure, A killed his wife, severely injured his only son,
set fire to the house and died in the fire. The son survived and sued the insurer for the fire loss,
advice the insurer. Explain briefly?
Q.18. a) Satrang Singh admitted his only infant son in a private nursing home. As a result of strong dose of
medicine administered by the nursing attendant, the child has become mentally retarded. Satrang
Singh wants to make a complaint to the District Forum under the Consumer Protection Act, 1986
seeking relief by way of compensation on the ground that there was deficiency in service by the
nursing home. Does his complaint give rise to a consumer dispute? Who is the consumer in the
instant case? Explain briefly?
b) Smart booked a motor vehicle through one of the dealers. He was informed subsequently that the
procedure for purchasing the motor vehicle had changed and was called upon to make further
payment to continue the booking before delivery. On being aggrieved, Smart filed a complaint with
the State Commission under the Consumer Protection Act, 1986. Will he succeed? Explain briefly?
c) Brittle and Company, a small-scale industry, sought nursing and financing facilities from its bankers
by means of grant of further advances and adequate margin money in anticipation of good demand
for its products. In failing to obtain this and having become sick, it proceeds against its bankers
under the Consumer Protection Act, 1986, Will it succeed? Explain briefly?

Q.20. X who was working as a truck driver had taken a general insurance policy to cover the risk of
injuries for a period from 1.11.1998 to 30.11.1999. He renewed the policy for a further period of one
year on 10.11.1999. On the same day, he met with an accident and suffered multiple injuries
including fractures. X submitted the claim along with documents to the insurance company. The
insurance company repudiated the claim on the ground that the premium for the renewed policy was
received in the office only at 2.30 p.m. on 10.11.1999, while the accident had taken place at 10.00
a.m. on that day and hence there was no policy at the time of accident. Will X succeed if he files a
complaint against the insurance company for this claim? Explain briefly?

Q.19 Avinash booked his goods with Superfast Freight Carriers at Delhi for being carried to Ferozabad.
The goods receipt note mentioned that all the disputes would be subject to jurisdiction of the
Mumbai Court. Avinash lodged a complaint for certain deficiency in service against the transporter
in the District Forum at Delhi. Superfast Carriers contested that District Forum at Delhi had no
jurisdiction to entertain the complaint as the head office of the transporter was at Mumbai and the
jurisdiction has been clearly stated in the goods receipt not. Is the contention of the transporter
tenable? Explain briefly?
Q.20. With reference to the provisions of the Consumer Protection Act, 1986, decide the following giving
reasons in support of your answer.
i) Sukh Dukh Ltd. dispatched certain consignments of goods by road through Fastrack Roadways Ltd.
The goods were unloaded and stored in a godown enroute on the suggestion of consignee. A fire
broke out in the neighbouring godown spread to the godown and goods were destroyed. The
Fastrack Roadways Ltd. claimed that there was neither negligence nor deficiency in service on their
part and goods were being carried at “Owner risk” and since no special premium was paid, they were
not responsible for the loss caused by fire. Whether Fastrack Roadways Ltd. is liable to pay
damages to consignor?
ii) Life Insurance Corporation (LIC) formulated a scheme called ‘salary saving scheme’ under which
employees of an organisation could buy an insurance policy. Premium due on each policy was
collected by the employer from the salary of the employees nor did it issue any premium notice.
When the widow of the deceased employee made a claim to LIC on the death of her husband, the
LIC repudiated the claim on the ground that four installments of premium had not been paid. The
widow was approached the consumer forum for redressal. Is the LIC liable for deficiency in service?
Explain?
iii) Raman booked a ticket from Delhi to New York by Lufthansa Airlines. The airport authorities in
New Delhi did not find any fault in his visa and other documents. However, at Frankfurt airport
authorities instituted proceedings of verification because of which Raman missed his flight to New
York. After necessary verification, Raman was able to reach New York by the next flight. The
airline authorities’ tendered apology to Raman for the inconvenience caused to him and also paid as
goodwill gesture a sum of Rs. 5,000. Raman intends to institute proceedings under the Consumer
Protection Act, 1986 against Lufthansa Airlines for deficiency in service. Will he succeed?

Q.21. With reference to the provisions of the Consumer Protection Act, 1986, decide the following giving
reasons in support of your answer.
i) Sohn sent all relevant documents in an envelope regarding consignment of goods to a buyer in the
USA through Fast Service Couriers. The documents did not reach the buyer as a consequence of
which the buyer could not take delivery of the goods. By the time the duplicate copies of the
document had been received by the buyer, the season of the goods was over. He claimed that he had
suffered a loss of US $ 5,000 as a result of the negligence of the courier. The State Commission
ordered the payment to be made by the Fast Service Couriers, but the National Commission in appeal
reversed the order and ordered payment of US $ 100 only as per the receipt issued by the Fast
Service Courier to the consignor at the time of the dispatch of the latter. Advise Sohan.
ii) Mahesh purchased a machine from Astute Ltd. to operate it himself for earning his liverhood. He
took the assistance of a person to assist him in operating the machine. The machine developed fault
during the warranty period. He filed a claim in the consumer forum against the company for
deficiency in service. Astute Ltd. alleged that Mahesh did not operate the machine himself but had
appointed a person exclusively to operate the machine. Will Mahesh succeed?
iii) Pillai purchased a car by taking a loan from Kerala cooperative Bank Ltd. and gave post-dated
cheques to the bank not only in respect of repayment of loan instalments but also of premium of
insurance policy for two succeeding years. On the expiry of the policy. Pillai’s car met with an
accident. Will Pillai succeed in getting a claim against the Bank ?

Business Ethics

Following are the sample case studies. You can go through them for your practice. If you need any help or assistance you can reach me on sk1242@hotmail.com

Case Study 1

Joan, an employee of Great American Market, was warned about her excessive absenteeism several
times, both verbally and in writing. The written warning included notice that “further violations will
result in disciplinary actions,” including suspension or discharge.
A short time after the written warning was issued, Joan called work to say she was not going to be in
because her babysitter had called in sick and she had to stay home and care for her young child. Joan’s
supervisor, Sylvia, told her that she had already exceeded the allowed number of absences and warned
that if she did not report to work, she could be suspended. When Joan did not report for her shift,
Sylvia suspended her for fifteen days.
In a subsequent hearing, Joan argued that it was not her fault that the babysitter had canceled, and
protested that she had no other choice but to stay home. Sylvia pointed out that Joan had not made a
good faith effort to find an alternate babysitter, nor had she tried to swap shifts with a co-worker.
Furthermore, Sylvia said that the lack of a babysitter was not a justifiable excuse for being absent.

Questions:
1. Was the suspension fair?
2. Did Joan act responsibly?
3. Should she be fired?

Case Study 2

You own a cement company, and deal with most the local contractors for cement, sand, etc. You have
a reputation of high quality products, and for good customer service with your customers. Your
foreman has just run the standard quality control tests you have performed regularly on your products.
When the test results are ready, you discover that the new batch of product is 9% less durable than
your usual material. It is still well above all industry standards and meets all building codes and
requirements for the purposes for which it is intended, but it is, nevertheless, not up to your usual
standards. Throwing it away would cost your company many thousands of dollars.
You decide to sell the cement anyway.

Questions:
1) Should you tell your customers?
2) Should you discount the price?
3) Should you tell your employees, so they will be knowledgeable with the customers?
4) Would you use this cement on foundations for your own house?

Case Study 3

Fred, a 17-year employee with Sam’s Sauna, was fired for poor job performance and poor attendance,
after accruing five disciplinary penalties within a 12-month period under the company’s progressive
disciplinary policy. A week later, Fred told his former supervisor that he had a substance abuse
problem.
Although there was no employee assistance program in place and the company had not been aware of
Fred’s condition, their personnel director assisted Fred in obtaining treatment by allowing him to
continue receiving insurance benefits and approved his unemployment insurance claim.
Fred subsequently requested reinstatement, maintaining that he had been rehabilitated since his
discharge and was fully capable of being a productive employee. He pointed to a letter written by his
treatment counselor, which said that his prognosis for leading a “clean, sober lifestyle” was a big
incentive for him. Fred pleaded for another chance, arguing that his past problems resulted from drug
addiction and that Sam’s Saunas should have recognized and provided treatment for the problem.
Sam’s Saunas countered that Fred should have notified his supervisor of his drug problem, and that
everything possible had been done to help him receive treatment. Moreover, the company stressed that
the employee had been fired for poor performance and absenteeism. Use of the progressive discipline
policy had been necessary because the employee had committed a string of offenses over the course of
a year, including careless workmanship, distracting others, wasting time, and disregarding safety rules.
Questions:
1) Should Fred be reinstated?
2) Was the company fair to Fred in helping him receive treatment?
3) Did the personnel director behave ethically toward Fred?
4) Did he act ethically for his company?
5) Would it be fair to other employees to reinstate Fred?

Caste Study 4
In January of last year, the S.S. Vulgass, an oil tanker of the Big Dirty Oil Company ran around in the
area just north of Vancouver, spilling millions of gallons of crude into the waters and onto the beaches
of British Columbia and southern Alaska. The damage to the beaches and wildlife and consequently to
the tourist industry, the ecology and the quality of life of the local residents is incalculable, but in any
case will require many millions of dollars for even the most minimal clean-up.
The ship struck a small atoll, well-marked on the navigational maps, but it was a dark night and the
boat was well off course. On further investigation, it was discovered that the Captain of the Vulgass,
Mr. Slosh, had been drinking heavily. Leaving the navigation of the ship to his first mate, Mr. Mudd,
he retired to his cabin, to “sleep it off.” Mr. Mudd had never taken charge of the ship before, and it is
now clear that he misread the maps, misjudged the waters, maintained a speed that was inappropriate
and the accident occurred. Subsequent inquiries showed that Captain Slosh had been arrested on two
drunk driving convictions within months of the accident. The Vulgass itself, a double-hulled tanker,
was long due for renovation and, it was suggested, would not have cracked up if the hull had been
trebly reinforced, as some current tankers were. R. U. Rich, the Chief Executive Officer of Big Dirty Oil declared the accident a “tragedy” and offered two million dollars to aid in the clean up. The Premier of British Columbia was outraged. Environmental groups began a consumer campaign against Big Dirty Oil, urging customers to cut up
and send in their Big Dirty Oil credit cards in protest. In a meeting to the shareholders just last month,
CEO Rich proudly announced the largest quarterly profit in the history of the Big Dirty Oil Company.
He dismissed the protests as “the outpourings of Greenies and other fanatics” and assured the
shareholders that his obligation was, and would always be, to assure the highest profits possible in the
turmoil of today’s market.
Questions:
1) The question is, who is responsible?
2) Against whom should criminal charges be leveled?
3) What should be done, if anything, to punish the corporation itself?
4) What about the CEO?

Girl is proposing a boy

😀 Girl is proposing a Boy… Boy is not responding to her proposal but asking some formal questions… How sad..!!! at last the pretty girl was disappointed… 😉
Girl is proposing a boy