M.B.A. DEGREE EXAMINATION, APRIL 2017
Fourth Semester
RETAIL OPERATIONS MANAGEMENT
(CBCS 2013 onwards)
Time 3 Hours Maximum 75 Marks
Part A x 3 15)
Answer all questions.
All questions carry equal marks.
1. Who is a retailer?
2. What is customer segmentation?
3. What do you mean by 'service quality'?
4. What is a private label?
5. Name any two financial management software used in
retail operations.
Part B x 10 50)
Answer all questions, choosing either or
All questions carry equal marks.
6. Explain the key components of retail operations.
Or
What are the different kinds of environmental
influences that affect Indian retail industry?
Sub. Code
641427
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7. Discuss the factors affecting merchandise mix
decisions.
Or
Discuss the aspects you would consider while
branding retail stores.
8. Discuss the fundamentals that should be kept in
mind while designing the store.
Or
What is the strategic importance of space planning
in stores?
9. Explain the different types of sourcing.
Or
What are the objectives of vendor management in
retail logistics?
10. Explain how MIS could be vital to decision
making/advantage in retailing operations.
Or
What are the challenges retailers face in attracting
and retaining store employees?
Part C x 10 10)
Compulsory.
11. Read the following case and answer the questions.
Changing tastes and preferences of customers, upward
mobility, rising disposable income, availability of a
variety of products and services, lifting of the
quantitative restrictions on imports, and increasing
exposure to international standards have led to a retail
revolution in India. The Mumbai-based Akbarallys is
conscious of these developments.
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A pioneer of the concept of shopping under one roof,
Akbarally Ebrahimiji set up a 300-sq ft drug store in
1897 that today has metamorphosed into a sprawling
retail chain. There are five department stores at different
locations in Mumbai generating sale of more than
Rs. 50 crore. The 32 counters stock more than 20,000
products ranging from electronic goods to garments.
The strong points of the retail chain are the range of
products offered and convenient locations that are
overshadowed by its cramped and shoddy interiors and
poor service. But recent make-over in decor and
managerial actions at enhancing employee skills and
merchandising offer scope for improving the profitability
Focus is on stocking products like garments that have a
higher margin as compared to food and drugs that do not.
Competition is imminent from local retail brands and
international chains contemplating entry into India. A
strategic option is to go in for franchisee arrangements in
major metropolitan cities. The aim is to establish a mall
as an anchor store surrounded by well-known retailers.
Another project is to set up the Akbarally Institute of
Retailing affiliated to the University of Bombay.
The business is managed wholly by the three
Khorakiwala brothers and their children. The secondgeneration
family members are professionally trained in
management. The senior positions are manned by
professionals. Besides retailing, the family is also into
furniture centres in Mumbai. Its other business that is
better known is Wockhardt, a leading pharmaceutical
company.
The challenge before the family business is to keep
changing itself to remain on the top.
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Question
Analyse the retailing operation of Akbarallys from
the viewpoint of strategic management. Do you feel
that the organisation is geared to face new
challenges?
What needs to be done additionally to secure
continued success?
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