BA753 PROJECT MANAGEMENT L P T C 3 0 0 3

UNIT I INTRODUCTION TO PROJECT MANAGEMENT 9

Project Management Definition Goal Types of project -Lifecycles. Project Selection Methods.
Project Portfolio Process Project Formulation. Project Manager Roles- Responsibilities and
Selection Project Teams- Case Study.
UNIT II PLANNING AND BUDGETING 9
The Planning Process Project Identification and Formation: Project environment Identification of
investment opportunities Projects screening Preferability study Project selection. Budget the
Project Methods. Cost Estimating and Improvement. Budget uncertainty and risk management- Case
Study.
UNIT III SCHEDULING & RESOURCE ALLOCATION 9
PERT & CPM Networks - Crashing Project Uncertainty and Risk Management Simulation Gantt
Charts Expediting a project Resource loading and levelling. Allocating scarce resources Goldratts
Critical Chain- Case Study.
UNIT IV CONTROL AND COMPLETION 9
The Plan-Monitor-Control cycle Data Collecting and reporting- Project Control Designing the
control system- Project Evaluation and Termination- Conflict Origin & Consequences. Managing
conflict Team methods for resolving conflict- Case Study.
UNIT V ROLE OF FINANCIAL INSTITUTIONS 9
Project Appraisal - Specialized financial Institutions- Venture capital-Project Auditing-Objectives of
project audit -The audit process- The audit report- Project auditors role, Project Management
Information Systems- Case Study.
TOTAL: 45 PERIODS
COURSE OUTCOMES:
The Student will be able
To allocate resources and schedule the activities in a aoproject.
To evaluate and control the projects and also to manage risks involved in a project
To understand the importance of financial institutions in developing the projects.
REFERENCES
1. Clifford Gray and Erik Larson, Project Management, Tata McGraw Hill Edition,2005. (Unit I & II)
2. John M. Nicholas, Project Management for Business and Technology - Principles and Practice, Second
Edition, Pearson Education, 2006. (Unit III & IV)
3. Gido and Clements, Successful Project Management, Second Edition, Thomson Learning,2003. (Unit V
& IV)
4. Harvey Maylor, Project Management, Third Edition, Pearson Education, 2006. (Unit V & IV)

BA 752 SERVICES OPERATIONS MANAGEMENT L P T C 3 0 0 3
UNIT I INTRODUCTION 9
Services Importance, role in economy, service sector growth; Nature of services Service
classification , Service Package, distinctive characteristics , opensystems view; Service Strategy
Strategic service vision, competitive environment, generic strategies, winning customers; Role of
information technology; stages in service firm competitiveness; Internet strategies Environmental
strategies- Case Study.

UNIT II SERVICE DESIGN 9
New Service Development Design elements Service Blue-printing process structure generic
approaches Value to customer; Retail design strategies store size Network configuration ;
Managing Service Experience experience economy, key dimensions ; Vehicle Routing and
Scheduling- Case Study.

UNIT III SERVICE QUALITY 9
Service Quality- Dimensions, Service Quality Gap Model; Measuring Service Quality SERVQUAL -
Walk-through Audit; Quality service by design - Service Recovery - Service Guarantees; Service
Encounter triad, creating service orientation, service profit chain; Front-office Back-office Interface
service decoupling- Case Study.

UNIT IV SERVICE FACILITY 9
Servicescapes behaviour - environmental dimensions framework; Facility design nature,
objectives, process analysis process flow diagram, process steps, simulation; Service facility layout;
Service Facility Location considerations, facility location techniques metropolitan metric,
Euclidean, centre of gravity, retail outlet location , location set covering problem- Case Study.

UNIT V MANAGING CAPACITY AND DEMAND 9
Managing Demand strategies; Managing capacity basic strategies, supply management tactics,
operations planning and control; Yield management; Inventory Management in Services Retail
Discounting Model, Newsvendor Model; Managing Waiting Lines Queuing systems, psychology of
waiting; Managing for growthexpansion strategies, franchising , globalization- Case Study.
TOTAL: 45 PERIODS


COURSE OUTCOMES:
The Student will be able to
To design and operate a service business using the concepts, tools and techniques of service
operations management.
Gain in-depth knowledge on advanced services management as a source of competitive strength
in a global marketplace
Know the importance of Services Design and Services Quality in an organization
REFERENCES
1. James A. Fitzsimmons, Service Management Operations, Strategy, Information Technology,
Tata McGraw-Hill 5th Edition 2006. (Unit III & IV)
2. Richard Metters, Kathryn King-Metters, Madeleine Pullman, Steve Walton Successful Service
Operations Management, South-Western, Cengage Learning, 2nd Edition (Unit I, II & III)
3. Cengiz Haksever, Barry Render, Roberta S. Russell, Rebert G. Murdick, Service Management
and Operations, Pearson Education Second Edition. (Unit V & IV)
4. Robert Johnston, Graham Clark, Service Operations Management, Pearson Education, 2nd
Edition, 2005. (Unit V)
5. Bill Hollins and Sadie Shinkins, Managing Service Operations, Sage, 2006 (Unit V)