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PROJECT VIVA-VOCE [1]

Paper Code: 
BSR 418
Credits: 
2
Contact Hours: 
30.00
Max. Marks: 
100.00
Objective: 

COURSE OUTCOMES (COs):

Course Outcomes

Learning and teaching strategies

Assessment Strategies

CO 160 :Appraise the role of customer service  with the help of real life  case Studies and analyze the  best industry practices of the top Indian and global retailing companies. 

CO 161 :Detect the current trends in customer service and explore the practical aspects related to CRM.

 

CO 162 :Role play the salesperson in different situations and assess  the current trends in recruitment.

CO 163 :Role play the interviewee and prepare for the various kinds of interviews .

 

CO 164 :Prioritize the role of discipline by solving various case studies.

 

Approach in teaching:

Interactive Lectures, Discussion, PPT, Sharing reference reading materials and web links

Learning activities for the students:

Guided Assignments, Role plays, Case Study, Presentations.

 

Class test

 Semester end examinations,

Quiz - Kahoot/Google Forms etc , 

Regular Class Assignment, 

PPT Presentation, Individual/Group projects

 

6.00

PowerPoint presentations on Good Examples of Customer Service, Case study on customer service

6.00

Group discussion on current trends in customer service, Practical aspects related to CRM (Instances to be quoted by students)

6.00

Group Discussion on Current Trends in Recruitment, Roleplay (Salesperson)

6.00

Role Play (Interview), Preparations required to be made by Interviewer and Interviewee for an effective Interview

6.00

Case study on Discipline, Report preparation

Essential Readings: 
  • Rao, VSP, Human Resource Management, Excel Books, New Delhi
  • Sudha,G.S., Human Resource Management: Text & Cases, RBD Publishing House, New Delhi
  • Pradhan, S., Retail Management, Tata McGraw-Hill Publishing Company Ltd., New Delhi
  • Levy, M. and Weitz, Barton A., Retailing Management, Tata McGraw-Hill Publishing Company Ltd., New Delhi.

 

References: 

SUGGESTED READINGS

  • Flippo, Edwin B., Principles of Personnel Management, McGraw-Hill International Book Co., NewYork.
  • Gupta, C.B., Human Resource Management, Sultan Chand & Sons, NewDelhi
  • Kumar, A., Customer Relationship Management, Prentice Hall India Pvt. Ltd.

e-RESOURCES

JOURNALS

  • Retail Images
  • Journal of Marketing
  • HRM Review
  • Journal of Organizational and Human Behaviour

 

 

Academic Year: 
2022-2023 [5]

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Source URL: https://business.iisuniv.ac.in/courses/subjects/project-viva-voce-140

Links:
[1] https://business.iisuniv.ac.in/courses/subjects/project-viva-voce-140
[2] https://www.expresslibrary.mheducation.com/bookshelf
[3] https://www.youtube.com/results?search_query=good+vs+bad+customer+service
[4] https://www.pdfdrive.com/customer-relationship-management-customer-relationship-management-e38359745.html
[5] https://business.iisuniv.ac.in/academic-year/2022-2023