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LOVELY PROFESSIONAL UNIVERSITY

Form/LPUO/AP-3

(The format to be used for Planning the academic activities other than Lecturers/Tutorial/Practical like Assignments, Case study, Presentation, Quiz, Projects, Class tests, industrial visits, teaching practice, court visits etc. to be undertaken as a part of the continuous assessment for the Course)

Term Paper
Lovely Institute of Management Department of Management Name of the faculty member: Ms. Jaspreet Kaur Course No.: MGT631 Course Title: Services Marketing Class: MBA Semester: IV Section: SP 502 Batch: 2009-11 Max. Marks: 25 Date of Allotment .19.01.2011 Date of Submission 20.04.2011 Important: To be read before filling up the Plan format. 1. Planning for academic activities other than Lecturers/Tutorial/Practical like Assignments, Case study, Presentation, Quiz, Projects, Class tests, industrial visits, teaching practice, court visits etc to be undertaken as a part of the continuous assessment for the Course should be prepared separately as per the format at the start of the session. 2. Industry oriented academic activity should be encouraged. If the academic activity is organization based, please specify the organization with respect to the assignment. Absolute theoretical academic assignments, which involve only copying from the books, should be discouraged. Model *(Method/Pedagogy) used in allotment and evaluation of the assignments should also be specified in the assignment plans itself. 3. All the students should be given a different topic of assignment, in all cases either the topic of assignment should be different or the organization on which the assignment is based should be different. S. No Roll No Topi Objectives of Company/organ Topic Model* c Academic Activity ization No. 1 1 Develops analytical Vodafone For given service Evaluation on the basis of (Telecom) ability of the provider prepare understanding of topic. 1901 A02 students that how 2 2 Kingfisher “Services Assignment should be hand service Airlines(Airlines 1901A10 environments are ) Encyclopedia”.It will written. 3 3 ICICI designed Bank(Banking include: Evaluation parameter: ) 1901 A13 I. Executive summary4 4 1. Executive 1MARKS Jet II.Services Marketing Airways( Airl Environment-1MARKS Summary ines) 1901 A17 III.Services Marketing Mix5 5 Aviva Life 3MARKS 2. Services Insurance(In IV.The Service surance) 1901A18 Segmentation-2MARKS Marketing 6 6 HDFC V.Customer Requirements Bank( Banki Environment & Customer Expectations1MARKS ng) 1901 A19 VI.Quality Concerns3. Services 7 7 Axis 1MARKS Bank(Bankin VII.Integrated Gaps Model Marketing g) 1901 A20 of Service Quality-3MARKS 8 8 Airtel( Telec VIII.Drafting Service Mix om) 1901 A61 Blueprint -1MARKS 9 9 Spicejet IX.Drafting Service 4. Service Airlines( Airli Recovery Strategiesnes) Segmentation 2MARKS 1901 B31 X.Designing Service Blue 10 10 Standard Print and Setting 5. Customer Chartered Standards-1MARKS Bank( Banki Requirements XI.Drafting Positioning ng) 1901 B32 Maps-2MARKS 11 11 Tata XII. Designing & Customer Telecom Servicescape -2MARKS ( Telecom) 1901 B33 Expectations XIII.Employee & Customer 1901 B35 role in service delivery12 12 Max New 1MARKS 6. Quality york

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Life( Insuran ce) Yes Bank( Banki ng) Reliance Communicat io1ns( Telec om) Indigo Airlines( Airli nes) HDFC Standard Life Insurance( I nsurance) Air India( Airline s) Bajaj Allianz( Insu rance) State Bank of India( Banki ng) Idea( Teleco m) ICICI Prudential Life Insurance( I nsurance) Mc Donalds( Fast food) Pizza Hut( Fast Food) LIC ( Insurance) Blue Dart Courier Services ( Courier) Fed Ex Courier Services( Co urier) KFC ( Fast food) Citi Bank( Banki ng) Kotak Mahindra Bank ( Banking)

Concerns 7. Integrated Gaps model of Service Quality 8. Drafting Service Blueprint 9. Drafting Service Recovery Stages 10. Designing Service Blue Print and Setting Standards 11. Drafting Positioning Maps 12. Designing Servicescape 13. Employee & Customer role in service delivery 14. Integrated Service Marketing Communicati on 15. Pricing of

XIV.Integrated Services Marketing Communication2MARKS XV.Pricing of Services1MARKS XVI.Delivering service through intermediaries1marks XVII.MANAGING WAITING LINES1MARKS

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Met Life( Insuran ce) Kotak Life Insurance( I nsurance) BSNL( Telec om) Apollo Hospitals( H ealthcare)

Services 16. Delivering Service through Intermediarie s 17. Managing waiting lines

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Birla Sun Life Insurance( I nsurance) SOTC( Touri sm) Thomas Cook( Touris m) Punjab National Bank( Banki ng) Lovely Professional University( E ducation) HSBC Bank( Banki ng) Virgin Mobile( Tele com) Fortis Hospitals( H ealthcare) ING Vysya Bank( Banki ng) ING Life Insurance( I nsurance) UCO Bank( Banki ng) Easy Day( Retail) Reliance Fresh( Retail ) Reliance Life Insurance( I nsurance) Raddison

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Hotel( Hotel) Café Coffee Day( Fast Food) Barista( Fast food) Domino’s Pizza( Fast Food) Thapar University( E ducation) PTU( Educati on) Country Inn ( Hotel) Aegon Religare Life Insurance( I nsurance) Fortis Hospital ( Healthcare ) Leo Fort Hotel( Hotel) ICICI Lombard( In surance) DLF Prameria(Ins urance) Uninor(Telec om) Best Price(Retail) Big Cinemas(Ent ertainment) Sarb Multiplex(En tertainment) IDBI (Banking) Kaya Skin Clinic(Perso nal Care) Lakme saloon(Perso nal Care) Religare(Fin ancial Services) Haveli(resta urant)

Date: Remarks by HOD (Mandatory)

Sig. of Faculty member

Sig. of HOD with date