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This paper aims to examine the major factors affecting patients’ satisfaction and loyalty at a health-care organization in India.

A conceptual model has been developed that includes the behavioural dimensions of total quality management (TQM), patient satisfaction and loyalty. This study is exploratory in nature and has used the existing literature to build the conceptual model.

A solution for improving the quality of health-care services can be found in the application of total relationship management and TQM, together with a customer orientation strategy.

The results can be used creatively by hospitals to re-engineer and redesign their quality management processes and reorient the future directions of their more effective health-care quality strategies.

In this research, a study is described involving a new instrument and a new method which assure a reasonable level of relevance, validity and reliability, while being explicitly change-oriented.

This study aims to identify enablers of belief and ethics-based marketing practices, establish relationships among the factors and present them in a hierarchical model to derive critical insights. This paper emphasizes interpretations of the in-depth interviews to decipher the market pervasiveness of the evolved model.

In-depth interviews were conducted with individuals and small groups of informed and elite respondents pursuing marketing guided explicitly by ethics and led by belief. The interview data further corroborated with the related literature contributed to specific factors. Finally, interpretive structural modeling has been implemented step by step to develop a systematic model for enablers.

This paper contributes a structural relationship of morality and ethics, strengthening faith and belief through philosophical understanding, which traverses into the actions related to societal benefits with the support of market opportunity development while bringing in value, enhancing the demand in return and establishing market pervasiveness. The crux of this paper is that the foundation of belief will reduce the hierarchy of other related factors while strengthening their interdependencies with equity to contribute to the development of the pervasiveness of the market for such organizations.

To the best of the authors’ knowledge, this is the first study exploring and examining the enablers contributing to belief and ethics-based organizations’ pervasiveness along with their interrelationships. The initial intrigue that led to the inquiry was evidence of the market pervasiveness of such organizations’ products and services across various streams.

Industrial Relations and People Management.

Graduate or Postgraduate level, Executive working in manufacturing sector.

This case highlights the industrial relation issues in a public sector undertaking, a government-owned company in India. The case depicted the issues taken place in the company in the year 2015-2016. The primary data were collected by a working professional, who dealt with and was involved in the scenarios discussed in the case. Other modes such as in-depth interviews were also taken as per requirements. This case also highlights the importance of roles of unions and association in these organizations. Factors which are important to maintain industrial harmony were analyzed and their perspective with respect to production loss were addressed.

Every employee must be dealt with in a dignified manner with rationale. Hierarchy is required to be in place but doesn’t need to be authoritative. Be communicative and transparent while taking action. There should be no compromise on indiscipline at workplace and decision to be taken accordingly. Manage conflict by involving all the concerned authorities from outset. The analysis of the case shows that if the rationale was followed while managing the people it will lead to industrial harmony. Role of trade unions and association will prove beneficial as they will become a part of creating a solution in the matter of discords, ensuring growth for the company and its employees. It is important to mention here that the case was developed on the basis of the first-hand experience of the author.

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CSS 6: Human Resource Management.

corporate policy and strategy – mergers and acquisitions.

Post graduation (MBA and other management degrees). It includes courses on Strategic Management, Business Environment and International Business.

Markets are becoming highly connective, accessible and communicative and reaching maturity at a very high phase. Acquisition is a choice to enhance the emerging and diversified markets. This case paper presents insights on Vedanta – Cairn India cross-border acquisition deal in Indian oil and exploration industry. This case synchronizes the gap between strategic planning and outcome of actions. The study exclusively evidences the reaction of stocks of all attached parties against acquisition announcement and compares with market performance.

Strategic mapping of business negotiations, while in-organic choices, further the impact of economic, political, legal and regulatory factors on cross-border mergers and acquisitions (M&A), deliberate deal financing mechanism and leadership diplomacy. It proposes from the viewpoint of corporate in-organic alternatives and to strengthen the upcoming research field of strategy & policy.

Global M&A market, shareholding pattern, income statement and balance sheet of Cairn India Ltd, financial figures of Vedanta Resources, tabular data on stock and index performance, deal structure and teaching note.

Market development.

This case is intended to be used in strategic management, operations management for both undergraduate and graduate courses. It can also be used for value innovation and market development.

This case focuses on market development by Patanjali, a fast-growing organization crossing US$1bn of sales in five years of time span and declaring a target of doubling this figure in the financial year 2016-2017 (to reach US$1,500m). The prime focus of Patanjali is the health food segment based on herbal and Ayurveda science through the use of organically grown agricultural produce by integrating the associated value chains while radically benefitting all the stakeholders in a two-way process as suppliers as well as buyers/consumers. The fundamental context of the case is associated with the value chain development in terms of value addition on the basis of the organizational and leadership values in all the elements of the value chain of Patanjali products starting from suppliers to customers. The case emphasizes the role of the Patanjali Food & Herbal park in the value chain. Patanjali Food & Herbal Park is constantly striving for nation building more than profit accumulation. They have created a sustainable business benefiting all the stakeholders. The backbone of the Patanjali Food & Herbal Park lies in robust backward linkage and forward linkage. The context of the case presents an account of how the values based integration of the value chain is a strategic advantage and safeguards an organization from business environment threats.

The context of the case presents an account of how values based integration of the value chain is a strategic advantage and safeguard an organization from business environment threats. The case has a deep-rooted theoretical association with models like Porter’s Five Forces model on the one hand and also exemplifies how an organization can use blue ocean strategy through value-based value innovation. The context of the Black Swan perspective also emerges in the narration.

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CSS 11: Strategy.

The purpose and value of management education was always under the critics’ scanner but the proliferation of institutes impelled a serious debate on its quality. The purpose of this paper is to identify the factors affecting quality of management education in India and explains their nature, significance and mutual influences using interpretive structural modelling (ISM).

The factors were listed through literature review. They were then validated by empirical research conducted through questionnaires administered electronically and personally to 220 master of business administration students and alumni. On 13 such factors finalised, a qualitative and interpretive tool, ISM was applied.

Leadership emerged as the most important factor followed by organisational structure and practices. Interrelations otherwise not easily observable established their prominence. An important fact that evolved is that almost all the factors have strong interdependence and have to be seen in coherence when analysing their impact on students.

The literature until now has been highlighting the factors and their association with management education largely in isolation. This paper contributes to the existing literature by proposing a framework of the interrelationships of the factors which have a role in improving the quality of management education.

The purpose of this paper is to identify challenges for management education in India and explain their nature, significance and interrelations using total interpretive structural modelling (TISM), an innovative version of Warfield’s interpretive structural modelling (ISM).

The challenges have been drawn from literature and validated by an empirical study conducted through questionnaires administered electronically and personally to 250 management graduates. TISM has been applied to 14 finalised factors.

All the identified factors, except accreditation, were found to be important. Ineffective regulatory bodies and ineffective leadership emerged as the biggest roadblocks. Several significant interrelations were found which were sometimes not revealed by plain observation.

The existing literature has discussed the challenges for management education but not their interrelations. This paper uses TISM to demonstrate the relationships between different challenges and to explain the logic behind the relationships. The results would be useful for the owners (or managers) of management institutes faced with the same challenges.

The purpose of this analysis was to attempt to improve the reliability of a rotor support system of a modern aircraft engine.

The process used for carrying out FMEA is specified by MIL‐STD‐1629A procedure for carrying out failure mode, effects and criticality analysis.

In increasing demand in the avionics sector, particularly in modern defence and civil aircraft, safety and reliability are the prime concerns to complete the mission successfully. Technocrats are made to rethink the safety of complete systems by adding redundancy to the critical activities. A rotor support system (RSS) is an integral part of a gas turbine engine used in any aircraft. As its name implies, the rotor support system shares the load of the rotating component of an engine, hence the rotor support system plays a vital role in any aircraft engine. It shares the load of compressor rotor and stator, turbine rotor and stator, inter‐casing, and exhaust system of a gas turbine engine. Any failure in such a system may make the entire aircraft fail. Therefore it is worth carrying out Failure Modes and Effects Analysis (FMEA) on such a critical system. FMEA is one of the effective reliability assessment tools, which evaluate systematically and document the potential failure modes of a system or equipment and their causes. It helps in grading the severity of all potential failure modes and is useful in carrying out the changes in the early phase of design. The analysis starts with the potential failure of the smallest component at the final indenture and goes up to the initial indenture level.

The paper adds insight into the reliability improvement of the rotor support system of modern aircraft.

Through this analysis an attempt has been made to improve the reliability of an ESDS used in the cockpit.

The process used for carrying out FMEA is specified by MIL‐STD‐1629A procedure for carrying out failure mode, effects and criticality analysis.

In an increasing demand in avionics sector, particularly in modern defence and civil aircraft, safety and reliability are the prime concern to complete the mission successfully. This made technocrats to rethink over the safety of complete system by adding redundancy to the critical activities or what else not? The electronic stand by display system (ESDS), being an avionics unit and fitted in the cockpit for displaying very important navigation and engine parameters to pilot whenever main display unit fail to perform it primary functions. So even standby system need to have high reliability to serve the purpose by providing important flight parameters for the safe landing of pilot and crew. Failure modes and effect analysis (FMEA) is one of the effective reliability assessment tool, which evaluate systematically and document the potential failure modes of a system or equipment and their causes. It helps in grading the severity of all potential failure modes and useful in carrying out the changes in early phase of design. The analysis starts with the potential failure of a smallest component at the final indenture and goes up to the initial indenture level.

The paper adds insight into the reliability improvement of electronics standby display systems of modern aircraft.

This study aims to identify various enablers and the inter-relationships among them in adopting social sustainability measures in the supply chain. Social sustainability in the supply chain has received growing attention in the recent years, due to growing awareness on equity, health and safety, education, child and bonded labor and ethical practices in corporates.

Various enablers and their contextual relationships were identified. The enablers were classified based on dependence and driving power (DP) with the help of MICMAC analysis. In addition to this, a structural model of the enablers to the social sustainability problem has been put forward using the interpretive structural modeling technique.

In this study, 14 relevant enablers were identified from literature review and subsequent discussions with experts from academia and the industry. Competitive pressure leads at the bottom of the digraph with high DP, followed by customers ' requirements, financial liquidity and social concern. Social sustainability awareness was found to be at the last level with less DP.

Enablers were developed based on literature survey and expert opinions. Hence, the model is not statistically validated. This model also does not quantify the adverse effect of each of the variables on social sustainability practices in the supply chain.

The development of a hierarchy not only helps the supply chain managers to understand the enablers better, based on their importance, but also helps in decision making in the supply chain, which in turn enables the corporations to be competitive.

Findings of this article will help the corporations to be more socially sustainable by understanding the various enablers and their contextual relationships in the supply chain.

The structured social sustainability model helps supply chain managers and experts to understand interdependence of the enablers. This also helps in identifying different enablers with different degree of importance, which will be very much useful in adopting social sustainability measures in the supply chain.