BA6039 - STRATEGIC HUMAN RESOURCE MANAGEMENT AND DEVELOPMENT LTPC 3003 UNIT I HUMAN RESOURCE DEVELOPMENT 10 Meaning Strategic

c Framework for HRM and HRD Vision, Mission and Values Importance Challenges to Organizations HRD Functions Roles of HRD Professionals HRD Needs Assessment HRD Practices Measures of HRD Performance Links to HR, Strategy and Business Goals HRD Program Implementation and Evaluation Recent Trends Strategic Capability, Bench Marking and HRD Audit. UNIT II EHRM 6 e-Employee Profile e-selection and Recruitment Virtual learning and Orientation eTraining and Development e-Performance Management and Compensation Design Development and Implementation of HRIS Designing HR Portals Issues in Employee Privacy Employee Surveys Online. UNIT III CROSS CULTURAL HRM 7 Domestic vs International HRM Cultural Dynamics Culture Assessment Cross Cultural Education and Training Programs Leadership and Strategic HR Issues in International Assignments Current Challenges in Outsourcing, Cross border M&A Repatriation, etc Building Multicultural Organization International Compensation. UNIT IV CAREER & COMPETENCY DEVELOPMENT 10 Career Concepts Roles Career stages Career planning and Process Career Development Models Career Motivation and Enrichment Managing Career Plateaus Designing Effective Career Development Systems Competencies and Career Management Competency Mapping Models Equity and Competency based Compensation. UNIT V EMPLOYEE COACHING & COUNSELING 12 Need for Coaching Role of HR in Coaching Coaching and Performance Skills for Effective Coaching Coaching Effectiveness Need for Counseling Role of HR in Counseling Components of Counseling Programs Counseling Effectiveness Employee Health and Welfare Programs Work Stress Sources Consequences Stress Management Techniques Eastern and Western Practices Self Management and Emotional Intelligence. Total:45 TEXT BOOKS 1. Randy L. Desimone, Jon M. Werner, David M. Mathis, Human Resource Development, Cengage Learning, 2007. 2. Richard Regis, Strategic Human Resource Management and Development, 1st Edition, Excel Book Publication, 2008. REFERENCES 1. Jeffrey A Mello, Strategic Human Resource Management, Cengage Learning, Southwestern 2007. 2. Bernadin, Human Resource Management, Tata McGraw Hill, 2006. 3. Robert L. Mathis and John H. Jackson, Human Resource Management, Cengage

BA6041 - INDUSTRIAL RELATIONS AND LABOUR WELFARE LTPC 3003 UNIT I INDUSTRIAL RELATIONS 7 Concepts Importance Industrial Relations Issues in the Public Sector Growth of Trade Unions Codes of Conduct. UNIT II INDUSTRIAL CONFLICTS 12 Disputes Impact Causes Strikes Prevention Industrial Peace Government Machinery Conciliation Arbitration Adjudication. UNIT III LABOUR WELFARE 8 Concept Objectives Scope Need Voluntary Welfare Measures Statutory Welfare Measures Labour Welfare Funds Education and Training Schemes. UNIT IV INDUSTRIAL SAFETY 9 Causes of Accidents Prevention Safety Provisions Industrial Health and Hygiene Importance Problems Occupational Hazards Diseases Psychological problems Counseling Statutory Provisions. UNIT V WELFARE OF SPECIAL CATEGORIES OF LABOUR 9 Child Labour Female Labour Contract Labour Construction Labour Agricultural Labour Differently Abled Labour BPO and KPO Labour Social Assistance Social Security Implications. Total: 45 TEXT BOOKS 1. Mamoria C.B. and Sathish Mamoria, Dynamics of Industrial Relations, Himalaya Publishing House, New Delhi, 2007. 2. C.S.Venkata Ratnam, Industrial Relations, 9th Edition. Oxford University Press, 2008. REFERENCES 1. Srivastava, Industrial Relations and Labour laws, Vikas, 2007. 2. Ratna Sen, Industrial Relations in India, Shifting Paradigms, MacMillan Business Books, 2008. 3. B D Singh, Industrial Relations and Labour Laws, Excel Books, 2008. 4. Subba Rao , Essentials of Human Resource Management & Industrial relations (Text & Cases ), Himalaya Publications, 2007.

BA6032 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM) LTPC 3003 UNIT I INTRODUCTION 9 Definitions Concepts and Context of Relationship Management Evolution Transactional vs Relationship Approach CRM as a Strategic Marketing Tool CRM Significance to the Stakeholders. UNIT II UNDERSTANDING CUSTOMERS 9 Customer Information Database Customer Profile Analysis Customer Perception, Expectations Analysis Customer Behaviour in Relationship Perspectives; Individual and Group Customers Customer Life Time Value Selection of Profitable Customer Segments. UNIT III CRM STRUCTURES 9 Elements of CRM CRM Process Strategies for Customer Acquisition Retention and Prevention of Defection Models of CRM CRM Road Map for Business Applications. UNIT IV CRM PLANNING AND IMPLEMENTATION 9 Strategic CRM Planning Process Implementation Issues CRM Tools Analytical CRM Operational CRM Call Center Management Role of CRM Managers. UNIT V TRENDS IN CRM 9 e-CRM Solutions Data Warehousing Data mining for CRM An Introduction to CRM Software Packages ORACLE, SAP. Total: 45 TEXT BOOKS 1. G.Shainesh, Jagdish, N.Sheth, Customer Relationship Management Strategic Perspective, MacMillan, 2005. 2. Alok Kumar et al, Customer Relationship Management : Concepts and Applications, Biztantra, 2008 REFERENCES 1. H.Peeru Mohamed and A.Sahadevan, Customer Relation Management, Vikas Publishing 2005. 2. Jim Catheart, The Eight Competencies of Relationship selling, Macmillan India, 2005. 3. Assel Henry, Consumer Behaviour, Cengage Learning, 6th Edition. 2006. 4. Kumar, Customer Relationship Management A Database Approach, Wiley India, 2007. 5. Francis Buttle, Customer Relationship Management : Concepts & Tools, Elsevier, 2004.

BA6047 - SUPPLY CHAIN MANAGEMENT LTPC 3003 UNIT I INTRODUCTION 9 Supply Chain Fundamentals, Importance, Decision Phases, Process View. Supplier Manufacturer Customer Chain. Drivers of Supply Chain Performance. Structuring Supply Chain Drivers. Overview of Supply Chain Models and Modeling Systems. UNIT II STRATEGIC SOURCING 9 In-sourcing and Out-sourcing Types of Purchasing Strategies. Supplier Evaluation, Selection and Measurement. Supplier Quality Management. Creating a world class Supply Base. World Wide Sourcing. UNIT III SUPPLY CHAIN NETWORK 9 Distribution Network Design Role, Factors Influencing, Options, Value Addition. Models for Facility Location and Capacity Location. Impact of uncertainty on Network Design.Network Design Decisions Using Decision Trees. Distribution Center Location Models. Supply Chain Network Optimization Models. UNIT IV PLANNING DEMAND, INVENTORY AND SUPPLY 9 Overview of Demand Forecasting in the Supply Chain. Aggregate Planning in the SupplyChain. Managing Predictable Variability. Managing Supply Chain Cycle Inventory. Uncertainty in the Supply Chain Safety Inventory. Determination of Optimal Level of Product Availability. Coordination in the Supply Chain. UNIT V CURRENT TRENDS 9 EBusiness Framework and Role of Supply Chain in e-Business and B2B Practices. Supply Chain IT Framework. Internal Supply chain management. Fundamentals of Transaction Management. Supply Chain in IT Practice. Supplier Relationship Management. Information Systems Development. Packages in Supply Chain eSRM, eLRM, eSCM. Supply Base Management. Total: 45 TEXT BOOK 1. Sunil Chopra and Peter Meindi, Supply Chain ManagementStrategy Planning and Operation, Pearson Education, Third Indian Reprint, 2004. REFERENCES 1. Monczka et al., Purchasing and Supply Chain Management, Thomson Learning, Second edition, Second Reprint, 2002. 2. Shapiro Jeremy F, Modeling the Supply Chain, 2nd Edition, Thomson Learning, 2002. 3. Janat Shah, Supply Chain Management Text and Cases, Pearson 2009 4. R P Mohanty and S G Deshmukh, Supply Chain Management Theory and Practices, Biztantra, 2009.