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Summer-2013
Master of
Business Administration- MBA Semester 1
MK0010–Sales,
Distribution and Supply Chain Management-4 Credits
(Book ID:
B1721)
Assignment
(60 Marks)
Note: Answer
all questions (with 300 to 400 words each) must be written within 6-8 pages.
Each Question carries 10 marks 6 X 10=60
Q1. How to manage a company’s sales
force?
Answer. Sales force management
systems are
information systems used in CRM marketing and management that help automate
some sales and sales force management functions. They are often combined with a
marketing information system, in which case they are often called customer relationship
management (CRM) systems.
Q2. Explain Gap analysis with
SERVQUAL model.
Answer. SERVQUAL was originally measured on 10 aspects
of service quality: reliability, responsiveness, competence, access, courtesy,
communication, credibility, security, understanding the customer and tangibles.
It measures the gap between customer expectations and experience. The basic
assumption of the measurement was that customers can evaluate a firm's service
quality by comparing their perceptions with their expectations. By the early
1990s, the authors had refined the model to the useful acronym RATER:
Q3. Write short notes on:
A. Elements of Physical Distribution (any
four)
B. Patterns of Distribution
Answer. A. (1) Warehousing: In order to provide service to the distribution
channel, the manufacturer must maintain some warehousing facilities. The
alternatives range from one inplant facility to a large network of local
warehouses. Although customer service usually improves as the number of
warehouses increases, the average size of the warehouse decreases. Smaller
warehouses can lead to reduced efficiency and increased total costs, which
ultimately could have a negative effect on the quality of customer service.
B. 1. Distribution
Patterns
Some
products are almost always sold through retail stores to consumers, and
sometimes these are distributed by distribution companies that buy from
manufacturers. In other cases, the products are sold directly from
manufacturers to stores. Some products are sold directly from
Q4. Explain three components of
Supply chain management.
Answer. The concept of Supply Chain Management is based on two core ideas. The first is
that practically every product that reaches an end user represents the
cumulative effort of multiple organizations. These organizations are referred
to collectively as the supply chain.
The second
idea is that while supply chains have existed for a long time, most
organizations
Q5. Define Aggregate Planning and its
strategies to meet demand and supply.
Answer. In the spectrum of production
planning, aggregate planning is
intermediate-range capacity planning that typically covers a time horizon of 2
to 12 months, although in some companies it may extend to as much as 18 months.
It is particularly useful for organizations that experience seasonal or other
fluctuations in demand or capacity. The goal of aggregate planning is to
achieve a production plan that will effectively utilize the organization’s
resources to match expected demand.
Q6. Explain the challenges faced by
International Sales Managers.
Answer. Here are some of the biggest
management challenges:
Language Barriers
Ø The biggest, most common managerial
challenge when it comes to working internationally is a language barrier. While
most executives are fluent in a number of languages, there is no guarantee an
entire office will speak your language. Even if you have some foreign language
skills, it is different to try to conduct business in a foreign
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