bachelor of vocation - ramniranjan jhunjhunwala · pdf filer j college of arts, science &...
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R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 1 of 53
Bachelor of Vocation
B. Voc.
(Real Estate Management)
Detail Syllabus
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 2 of 53
First Year B.Voc
(Real Estate Management)
Semester I
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 3 of 53
UVREM-SI.1 Communication Skills
Unit-1: The Seven Cs of Effective Communication
Completeness, Conciseness, Consideration, Concreteness, Clarity, Courtesy, Correctness
Unit-2: Communication: Its interpretation
Basics, Nonverbal Communication, Barriers to Communication
Unit-3: Grammar
Tenses, Subject-verb agreement , Preposition, articles,modals
Unit-4: Speaking Skills
Pronunciation (identification of sounds, vowels & consonants), Syllable division (from the list
attached), Rhyming words, Vocabulary from the texts. Use of Language Laboratory
Books:
Professional Communication by Aruna Koneru, McGrawHill
Effective Business Communication by Herta A Murphy, Herbert W Hildebrandt, Jane P Thomas,
McGrawHill
References:
Business Communication, Lesikar and Petit, McGrawHill
Communication Skills Handbook, Summers, Wiley, India
Business Communication (Revised Edition), Rai and Rai, Himalaya Publishing House Business
Correspondence and Report Writing by R. C. Sharma and Krishna Mohan, TMH.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 4 of 53
UVREM-SI.2 Basic Computing Skills
Unit-1:
Personal Computer: Introduction, characteristics, Generations, Types, functions, components.
Computer Organization: CPU, Components of CPU, Memory (Primary and Secondary Memory).
Computer Software: System software, applications utility software, compiler, interpreter, Assembler.
Computer Hardware: Processor unit, input, devices, output Devices.
Unit-2:
Introduction to Computers, Operating System, Windows & its Utilities, Computer system components,
Input devices, Output devices, storage devices, computer storage elements, types of computer,
Applications of computers, advantages of using computer Operating System.
Computer software categories, Introduction to operating system, Types of User Interfaces, Functions
of Operating Systems, Types of Operating Systems, Examples of Operating system, Booting Process,
Windows, Introduction to Windows, features of Windows, various versions, Components Of
Windows,Desktop, icon, My computer, My documents, Network Neighborhood, Recycle bin, start
menu, taskbar, Windows Explorer, Control Panel, Date & time, display, mouse, user accounts, add &
remove programs, Files and Folders, Creating Folder, Folder Operations (copying , moving and
deleting), Creating files & file operations, Creating Shortcuts, System Tools: Disk Defrag, Internet and
Outlook, What is Internet, Most popular internet services, Functions of Internet like email, WWW, FTP,
Usenet, IRC, instant messaging, Internet Telephony, How Internet works, Connecting to Internet,
Managing emails, Using address book, Working with task list, Scheduling appointments, Reminders,
Events, Journals, Notes,
Unit-3:
Introduction to HTML and Web designing.
MS-office: Word Processing- Features of good word processor, working with MS-word, Word Basic
Commands, Formatting Text and documents working with graphics, Tables and Sorting, Mail Merge.
Unit-4:
Tax Accounting: Value added Tax (VAT): VAT Register, Vat Reports- Service tax: Service Tax Register
Service Tax Reports using Tally.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 5 of 53
UVREM-SI.3 Concept and Background of Real Estate Management
Unit-1:
Basic concepts of Assets and Investments, Meaning of Real Estate, Role in Indian economy, Basic
principles & concepts, Careers & opportunities
Unit-2:
Real Estate Scope; Classification of real estate activities and peculiarities; Factors affecting real estate
market; Role of Government in real estate market; Statutory provisions, laws, rules and regulations
application, land use controls in property development, registration and licensing requirements;
Functions of real estate projects, risk management, facilities management, marketing/advertising, post
construction management etc.; Interests in real estate; Documentation in real estate processes;
Transfer of titles and title records; Real Estate appraisal and valuation; Role scope, working
characteristics and principal functions of real estate participants and stakeholders
Unit-3:
Real estate consultants and their activities; Types of agreements between the consultants and
principal; knowledge base for assessment and forecasting
Unit-4:
Real Estate market: Role and responsibilities of property managers; Real estate investment, sources
and related issues; Code of ethics for Real Estate participants; Environmental issues related to Real
Estate transactions; Closing the Real Estate transactions Good practices and managerial
responsibilities.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 6 of 53
UVREM-SI.4 Basics of Accounting
Unit-1:
Accounting standards:
Concepts, benefits, procedures for issue of accounting standards
Various AS: AS – 1: Disclosure of Accounting Policies
(a) Purpose, (b) Areas of Policies, (c) Disclosure of Policies. (d) Disclosure of
Change in Policies. (e) Illustrations
Unit-2:
AS – 2: Valuation of Inventories (Stock)
(a) Meaning, Definition. (b) Applicability.(c) Measurement of Inventory. (d) Disclosure in
Final Account. (e) Explanation with Illustrations.
Unit-3:
AS – 9: Revenue Recognition
(a) Meaning and Scope. (b) Transactions excluded (c) Sale of Goods. (d) Rendering of Services. (e)
Effects of Uncertainties. (f) Disclosure. (g) Illustrations.
Inventory Valuation: Meaning of inventories,Cost for inventory valuation,Inventory systems : Periodic
Inventory system and Perpetual,Inventory System
Valuation: Meaning and importance. Methods of Stock Valuation as per AS – 2:
FIFO and Weighted Average Method. Computation of valuation of inventory as on balance sheet date.
If inventory is taken on a date after the balance sheet or before the balance sheet
Final Accounts: Expenditure -- a) Capital, (b) Revenue Receipts
Adjustment and Closing entries
Final accounts of manufacturing concerns (Proprietary firm).
Unit-4:
Departmental Accounts 15
Meaning
Basis of Allocation of Expenses and Incomes/Receipts
Inter Departmental Transfer : at Cost Price and Invoice Price
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
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Stock Reserve Departmental Trading and Profit & Loss Account and Balance Sheet
Accounting for Hire Purchase
Meaning, Calculation of interest,Accounting for hire purchase transactions by asset purchase method
based on full cash price
Journal entries, ledger accounts and disclosure in balance sheet for hirer and vendor (excluding
default, repossession and calculation of cash price)
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 8 of 53
UVREM-SI.5 Managerial Economics I
Unit-1:
Introduction: Scarcity, choice and efficiency (with reference to PPC), Basic tools of economic analysis:
equations, functions, identities, and slope, time series, cross section analysis, scatter diagrams,
derivatives and limits.
Unit-2:
Demand and Supply: Determination of equilibrium price in an open market system. Elasticity of
demand, Price, Income, Cross, Promotional elasticity of demand, its measurement and its application
in business decisions. Demand forecasting Survey and statistical methods.
Unit-3:
Production Function and Cost & Revenue Analysis: Production function, Laws explaining production
function in the short and the long run Internal and external economies. Cost concepts, Behavior of
costs in the short-run and long-run. Revenue concepts, Break-even analysis.
Unit-4:
Market Structure and Pricing Practices: Features of perfect competitions and monopoly, Concepts of
price discrimination, equilibrium under dumping. Features of Monolistic competition, Oligopoly, Price
indeterminate, Cartel formation, Different forms of price leadership. Marginal cost pricing, Cost, plus
pricing, Transfer pricing
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 9 of 53
UVREM-SI.6 Environment Studies
Unit-1:
Environment and Ecosystem: Environment - Definition, nature, scope, components, typology.
Ecology: Definition and types; Importance of environmental studies and emerging issues of
development with special reference to India.
Unit-2:
Renewable and Non-Renewable Resources: Natural resources, definition, importance, classification,
distribution patterns, conservation of water, forest, energy resources; Energy crisis and its impact:
Management and mitigation. (Case study on Energy crisis)
Unit-3:
Population and the Environment: Population, distribution pattern; Environment and human health;
Population growth in India: Measures taken to control population growth; Carrying capacity and its
relevance; Human Development - Index patterns of HDI in India. (Case studies of Human Development
in various states in India)
Unit-4:
Food Resources and Environment: Food and environment; Sources, areas of production of food in the
world (Cereal, livestock, fish) and pattern of food trade; World food problem; Changes in productivity
due to overgrazing and use of chemical fertilisers-pesticides; and Food security and hunger. (Case
study on malnutrition in Maharashtra)
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 10 of 53
UVREM-SI.7 Principles of Management
Unit-1:
Introduction: Concept of Management, Scope, Functions and Principles of Management
Unit-2:
Evolution of Management thought: Planning: The Process of Planning, Objectives, Policy and
Procedures, Forecasting and Decision Making.
Unit-3:
Organizing: Meaning, Importance and Principles, Span of Management, Centralization and
Decentralization, Patterns of Organization, Line and Staff Relationships.
Unit-4:
Staffing and Controlling: Nature & Scope of Staffing, Manpower Planning, Selection & Training,
Performance Appraisal. Concept or Managerial Control, Control aids, Score Responsibilities of
Managers.
Books:
Management & Organizations Behaviour by Paul Hersey & Ken Blanchard
Essentials of Management Principal and Practice of Management by Koontz & O ’Donald
Human Behavior at Work by Kaith Devis
Organizational Behavior by Robbins
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 11 of 53
First Year B.Voc
(Real Estate Management)
Semester II
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 12 of 53
UVREM-SII.1 Communication and presentation skills
Unit-1:
Business Communication at Work Place: Letter Components and Layout, Planning a letter, Process of
Letter writing, E-mail Communication, Memo and Memo reports, Employment Communication, Notice
agenda and Minutes of meeting, Brochures
Unit-2:
Report Writing: Effective writing, types of business reports, structure of reports, gathering information,
organization of the material, writing abstracts and summaries, writing definitions, visual aids, user
instruction manual.
Unit-3:
Required Skills: Reading skills, listening skills, note-making, précis writing, audiovisual aids, oral
communication
Unit-4:
Mechanics of Writing: Transitions, Spelling rules, hyphenation, transcribing numbers, Abbreviating
technical and non-technical terms, Proof reading.
Books:
Professional Communication by Aruna Koneru, McGrawHill
Effective Business Communication by Herta A Murphy, Herbert W Hildebrandt, Jane P Thomas,
McGrawHill
References:
Business Communication, Lesikar and Petit, McGrawHill
Communication Skills Handbook, Summers, Wiley, India
Business Communication (Revised Edition), Rai and Rai, Himalaya Publishing House Business
Correspondence and Report Writing by R. C. Sharma and Krishna Mohan, TMH.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 13 of 53
UVREM-SII.2 Personal Selling
Unit-1:
Goals: Setting Goals. Find a targeted market, Segmentation of market, a Unique Selling Proposition
(USP). Maximize
Unit-2:
Products and Product specialization: USP, location, marketing plan, market research, positioning,
execution of plan, brand awareness.
Unit-3:
e-marketing: Social media, mobile marketing
Unit-4:
Trends in real estate marketing: Governing bodies, exhibitions and events, publications.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 14 of 53
UVREM-SII.3 Financial Management I
Objectives:
The course is aimed at building an understanding of concepts, vital tools and techniques applicable
for financial decision-making by a business firm.
Unit-1:
Nature and Scope of Financial Management; Financial Objectives; Impact of Financial and Economical
Environment on Financial Management; Time Value of Money including Pension Funds. Funds Flow
Analysis; Cash Flow Statement and its Interpretation (AS-3), Ratio Analysis
Unit-2:
Planning for Sources of Finance (Domestic and International); Capital Structure; Leverages; Cost of
Capital; Net Income Approach; Net perating Income Approach; Traditional Approach and MM
Approach; Capital Gearing/Debt-Equity Ratio, Generation of Internal Funds.
Unit-3:
Retained Earning Vs. Dividend Decision; Gordon Model; Walter Model; MM Approach; Lintner Model;
Planning of Development of Funds Through Management of Assets - Fixed and Current: Working
Capital Management; Management of Cash (Various Theoretical Models), Inventories (Including Risk
Analysis) and Receivables; Operating Cycle.
Unit-4:
Capital Budgeting - Conventional and DCF Methods; Inflation and Capital Budgeting; Risk Analysis and
Capital Budgeting-Certainty Equivalent Factor; Risk Adjusted Discounting Rate; Decision Tree;
Independent and Dependent Risk Analysis; Basic International Capital Budgeting.
Books:
Maheshwari, S.N. (9th ed., 2004). Financial Management – Principles & Practice. Sultan Chand
& Sons.
Prasanna, Chandra (6th ed., 2004). Financial Management: Theory and Practice. Tata McGraw
Hill.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 15 of 53
Khan, M. Y. and Jain P. K. (4th ed., 2004). Financial Management, Text, Problems & Cases. Tata
McGraw Hill Company, New Delhi.
1. Maheshwari, S.N. (14th ed., 2004). Management Accounting and Financial Control. Sultan
Chand & Sons.
2. Maheshwari, S.N. (14th ed., 2004). Principles of Management Accounting. Sultan Chand &
Sons, New Delhi.
3. Maheshwari, S.N. (2004). Corporate Accounting for Managers. Vikas Publishing House, New
Delhi.
4. Narayana Swamy (2nd Ed., 2005). Financial Accounting a Managerial Perspective. Prentice Hall
of India.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 16 of 53
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 17 of 53
UVREM-SII.4 Marketing Management I
Objectives:
The course aims at making students understand concepts, philosophies, processes and techniques of
managing the marketing operations of a firm with a special focus on the real estate industry.
Unit-1:
Introduction to Marketing: Meaning, Nature and Scope of Marketing; Marketing Philosophies;
Marketing Management Process; Meaning, Nature and Classification of Services; Concept of
Marketing Mix; Understanding Marketing Environment; Customer Buyer Behaviour; Market
Segmentation, Targeting and Positioning.
Unit-2:
Product Planning and Brand Management: Product Concept; Major Product Decisions; Brand
Management; Product Life Cycle, New Product Development Process.
Unit-3:
Understanding Service Customers Buying Considerations and Behaviour; Customer Expectations and
Perceptions; Defining and Measuring Service Quality and Customer Satisfaction; GAPs Model for Real
Estate Services.
Unit-4:
Services Marketing Mix: Services Design and Development; Service Blueprinting; Service Process;
Physical Evidence and Servicescape. Pricing of services; Services Distribution Management; Managing
the Integrated Services Communication Mix; Managing Services Personnel; Trends in Marketing of
Real Estate Services in India.
Note: Each student will be required to prepare a term project on the application of marketing
concepts in principles to real estate business.
Books:
Kotler P, Keller K.L., Koshy A, Jha M. (2006) Marketing Management
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 18 of 53
A South Asian, Perspective, Pearson Education.
Zeithaml V. A. and Bitner M. J. (2003), Services Marketing, 3rd Edition, Tata McGraw Hill, Delhi.
Michael, J. E., Bruce, J. W. and Williom, J. S. (13th
Edition, 2004). Marketing Management. Tata
McGrawHill, New Delhi.
Lovelock C. H. & Wirtz, J. (5th
ed., 2004). Service Marketing: People, Technology, Strategy,
Pearson Education.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 19 of 53
UVREM-SII.5 Managerial Economics II
Unit-1:
National Income and Income Determination: Concept and measurement, Real Vs. Nominal GNP, Price
Indies and National Income deflator. Integrated approach (IS-LM curve model), Goods market
equilibrium (Derivation of IS curve), Money market equilibrium (derivation of LM curve) Simultaneous
equilibrium of the goods market and money market. Impact of changes of momentary policy and
fiscal policy on the rate of interest and level of income.
Unit-2:
Money and Banking: Money Supply: constituents and determinants, Credit creation by the banking
system. Central Banking: functions, monetary and liquidity aggregates, objectives of monetary policy
and conflict between objectives of monetary policy.
Unit-3:
Fiscal Operations: Public Revenue: Sources, Public expenditure: classification, Public debt:
Management. Deficit financing and inflation, Components of budgets and concepts of deficits,
Business cycles, fiscal policy and economic stabilization.
Unit-4:
Balance of Payments: Concepts and components of balance of trade and balance of payments,
disequilibrium in balance of payments, measures to correct the disequilibrium in balance of payments.
Relative merits and demerits and limitation of Devaluation.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 20 of 53
UVREM-SII.6 Indian Banking System
Unit-1:
Reserve Bank of India: Organization, management and functions; Recent Monetary policy of RBI.
Unit-2:
Commercial Banks: Meaning, functions, Present structure; E-banking; Recent developments in
commercial banking.
Unit-3:
Development banks: Concept, objectives, and functions of development banks; Role of development
banks; IFCI, IDBI, NABARD, SIDCs, SIDBI; State financial corporations.
Unit-4:
Non-banking financial institutions and instruments: Concept, role and functions of non-banking
financial institutions; Major Sources of finance. Financial Instruments: Shares, Debentures/Bonds
including Floating Rate Bonds, Zero Coupon Bonds, Deep discount bonds.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 21 of 53
UVREM-SII.7 Internship in an Industry
Internship in an Industry
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 22 of 53
Second Year B.Voc
(Real Estate Management)
Semester III
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 23 of 53
UVREM-SIII.1 Real Estate Marketing I
Unit-1:
Real Estate –Overview, Demand from residential, housing shortage, basic of real estate like FSI, TDR,
Land, master plan, carpet area, saleable area, floor plans, elevation, acre area, Types of Residential
Development Affordable, Luxury, Ultra Luxury, Township Slum Rehabilitation,. LIG, MIG, land
acquisition, getting approvals, Fund generation, obtaining all approvals.
Making sales and &Marketing plans for the building, Commencement of sales and getting sales
revenue.
Unit-2:
Role of Developers responsible for making either residential/commercial/retail/SEZ/Hotels real estate
assets. Manpower required for Developer Civil Engineers, IT-Software Design, Concept, landscape,
Architects, Structural consultants, building contractor. Sales &Marketing professionals, finance
&accounts team, liaising team.HR &Admin staff Facility management team. Challenges in Real Estate,
clear Titles. Government approvals. Uncertain economy Infrastructure challenges.
Unit-3:
Sales Process Collaterals, brochures, digital marketing, social media marketing. Lead generation, site
visit, Deal closing. Post sales activity Documentation like making of sales agreement and registration.
Unit-4:
Important Real Estate Terms Amortization The repayment of loan principal through equal payments
over a designated period of time consisting of both principal and interest. Real Estate Terms, Lease,
Due Diligence, Base rent etc. Housing Demand Loan balance Market share Market analysis Office
property. Rate of return Recession. Core Functions in Real Estate land acquisition. Legal due diligence
land registration, Clearing of land,Mandatory approvals, design architect, structural architect master
planning. Appointment of contractor, commencement of construction
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 24 of 53
UVREM-SIII.2 Communication and Etiquettes
Unit-1:
Theory of Business Letter Writing: Parts, Structure, Layouts—Full Block, Modified Block, Semi – Block,
Principles of Effective Letter Writing, Principles of effective Email Writing
Unit-2:
Personnel Correspondence: Statement of Purpose, Job Application Letter and Resume, Letter of
Acceptance of Job Offer, Letter of Resignation [Letter of Appointment, Promotion and Termination,
Letter of Recommendation]
Unit-3:
Language and Writing Skills:
Commercial Terms used in Business Communication
Paragraph Writing Developing an idea, using appropriate linking devices, etc
Cohesion and Coherence, self-editing, etc [Interpretation of technical data, Composition on a
given situation, a short informal report etc.]
Unit-4:
Activities:
Listening Comprehension
Remedial Teaching
Speaking Skills: Presenting a News Item, Dialogue and Speeches
Paragraph Writing: Preparation of the first draft, Revision and Self – Editing, Rules of spelling.
Reading Comprehension: Analysis of texts from the fields of Commerce and Management
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 25 of 53
UVREM-SIII.3 Real Estate Marketing – II Internship/ Project work
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 26 of 53
UVREM-SIII.4 Basics of Construction I
Unit-1:
Construction Planning: Basic concepts of development of construction plans – Choice of Technology
& Construction method -defining Work Tasks – Precedence relationships among activities-Estimating
Activity Durations – Resource requirements for work – Coding Systems.
Unit-2:
Scheduling Procedure & Techniques: Relevance of Construction Schedule – Critical Path method –
Calculations for critical path Scheduling – Presenting Project Schedules – Activity Float. Critical Path
scheduling for activity - on –node with leads. Lags & Windows – Calculations for scheduling with lags
& windows – resource oriented
Scheduling – scheduling with resource constraints and precedence – use of advanced scheduling
techniques – scheduling with uncertain durations – calculations for Monte – Carlo Schedule
Simulations – crashing and time-cost trade-offs – scheduling in poorly structured problems –
improving the scheduling process.
Unit-3:
Cost Control Monitoring & Accounting: The cost control problem – the project Budget – Forecasting
for activity cost control – Financial accounting systems and cost accounts – Control of project Cash
Flows – Schedule control – Schedule & Budget Updates – Relating cost & Schedule information.
Unit-4:
Quality Control & Safety during Construction: Quality & Safety Concerns in construction – Organizing
for Quality & Safety – work and material specifications -Total quality control – quality control by
statistical methods – statistical quality control by sampling and Variables – Safety.
Books:
John Rodger Illingworth, (2000), “Construction methods & Planning”, Taylor & Francis, U.K
Frank Harris, “Modern Construction management”, (2006), Blackwell publishing, U.S.A.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 27 of 53
References:
Jimmie W. Hinze, “Construction planning & scheduling” (1997), Pretince hall. USA.
Calin M Popescn, “Project Planning, Scheduling & Control in Construction (1995), John Wiley
& Sons. USA.
James O’ Brien, “CPM in Construction Management” (2006) McGraw hill, USA.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 28 of 53
UVREM-SIII.5 Legal Framework for Real Estate
Unit-1:
Statutory, Legal Aspects, Various Laws involved in Real Estate Transactions, The Indian Contract
Act,1872, Transfer of Property Act 1882, The Registration Act,1908, The Special Relief Act, 1963, The
Urban Land (Ceiling and Regulation) Act (ULCRA),1976, The Land Acquisition Act 1894,
Unit-2:
The Indian Evidence Act, 1872, The Indian Stamp Duty Act, 1899, The Rent Control Act, State Laws
governing Real estate, Law Governing Property Tax, The Arbitration and Conciliation Act, 1996, Income
Tax Act,1961, The Wealth Tax act,1957, The co-operative Societies Act,2002
Unit-3:
General Principles for Drafting of Agreements relating to Real estate transactions, Law on illegal
Constructions and unauthorized layouts
Unit-4:
Building Bye Laws and Mater Plans-- National Building Code of India 2005, Green Building Concept,
Principles of land Acquisition by Government, Important property documents?
All about Stamp Duty and Registration
Books:
Real Estate Law, Practice and Procedures—A complete encyclopedia on Real Estate (Vol I),
Rajkumar S Adukia
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 29 of 53
UVREM-SIII.6 Entrepreneurship
Unit-1:
Concept, meaning and definition of entrepreneur and entrepreneurship. Importance and significance
of growth of entrepreneurial activity. Characteristics and qualities of entrepreneurs
Classification and types of entrepreneurs. Women entrepreneurs
Theories of entrepreneurship
Contribution of Ms. Clelland and Joseph Schumpeter
Unit-2:
Factors influencing entrepreneurial development and motivation. Role of culture in entrepreneurial
development.
Entrepreneurial development programme (EDP), Managing the problems faced by entrepreneurs
Development of women entrepreneurs-with reference to SHGs
Options available to entrepreneurs, ancillarisation franchising and outsourcing. Cases on takeover,
mergers and acquisitions in India and at global level.
Social Entrepreneurship-Definition, importance and social responsibilities NGOs
Unit-3:
Entrepreneurial Project Development
Idea generation – sources and methods Identification and classification of ideas. Environmental
Scanning and SWOT analysis Preparation of project plan – points to be considered
Components of an ideal business plan – market plan, financial plans, operational plan, and HR plan.
Project formulation – project report significance and contents
Project appraisal – Aspects and methods:
Financial appraisal
Market oriented appraisal Technological feasibility Managerial competency
Unit-4:
Small and Medium Enterprises:
Meaning and definition (evolution) Role and importance
Policies governing SMEs Organizational structure Steps in setting up a small unit
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 30 of 53
SME funding. Requirements of capital (fixed and working), Factors determining capital requirements,
Importance of fixed and working capital, Working capital management, Sources of finance for SME’S.
Taxation benefits
SIDBI and SISI – Their role in the development of SMEs. Taxation benefits SIDBI and SISI – Their role in
the development of SMEs
Marketing mechanism in SMEs Problems of SMEs and prospects Turnaround strategies for SMEs
Books:
Small scale industries and entrepreneurship, Dr. Vasant Desai, Himalayan Publishing House
Management of small scale industries, Dr. Vasant Desai, Himalayan Publishing House
Management of small scale industries, J.C. Saboo Megha Biyani, Himalayan Publishing House
Dynamics of entrepreneurial development and Management, Dr. Vasant Desai, Himalayan
Publishing
Entrepreneurship development, Moharanas and Dash C.R., RBSA Publishing, Jaipure
Beyond entrepreneurship, Collins and Lazier W, Prentice Hall, New Jersey, 1992
Entrepreneurship, Hisrich Peters Sphephard, Tata McGraw Hill
Fundamentals of entrepreneurship, S.K. Mohanty, Prentice Hall of India
A Guide to Entrepreneurship, David Oates, Jaico Publishing House, Mumbai, Edn 2009
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 31 of 53
Second Year B.Voc
(Real Estate Management)
Semester IV
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 32 of 53
UVREM-SIV.1 Property Transaction Documentation
Unit-1:
Important Documents - Stamp Duty and Registration, Registration of Documents - Mandatory and
optional - Registration of Documents—Mandatory and Optional, Non- Registration of Documents
which are Compusory, Section 18 of the Indian Registration Act, 1908
Unit-2:
Power of Attorney and its significance - Who can give POA, Who can be appointed as an Attorney,
Construction, Duration, Termination/ Revocation and Cancellation
Unit-3:
Lease and License Agreement – Distinction between Lease and License
Unit-4:
Partnership in Real Estate Business – Partnership Deed, Limited Liability Partnership in real estate
business
Books:
Real Estate Law, Practice and Procedures—A complete encyclopedia on Real Estate (Vol I),
Rajkumar S Adukia
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 33 of 53
UVREM-SIV.2 Customer Relationship Management
Unit-1:
Introduction to Customer Relationship Management (CRM), Historical Perspective of CRM, meaning,
definition, purpose and significance, factors responsible for the growth of CRM, winning Markets
through effective CRM, Advantages / Benefits of CRM, Relationship marketing– concept, purpose,
value creation in Business, Measuring the effectiveness of relationship marketing CRM cycle and CRM
programmes
Unit-2:
Customer Relationship Management (CRM) – Emerging Dimensions Customer Retention
Management: Reasons for Customer Switching, Need for Customer Retention, Customer Retention
Strategies, Customer Complaint Management Strategy, Service Recovery Strategy, Managing
Customer Waiting Strategy
Levels of retention strategy -- Financial Bonds, Social Bonds, Customization Bonds, Structural
Bonds
Recall Management -- Personalisation Strategies, Differentiation Strategies
Unit-3:
CRM – A Cost - Benefit Analysis:
CRM Benefits - To the organization, To the customer
CRM Costs - To the organization, To the customer, Building customer loyalty in Business to
Business
Customer Centric Organizational Structure: Four essential steps - a) Communal Coordination b) Serial
Coordination c) Symbiotic Coordination d) Integral Coordination
Unit-4:
Customer Care Management: Customer Service Representative, Customer Care Software, Customer
Service Applications, Customer Facilities, Multimedia Contact Centre, Electronic Point of Sale, Winning
strategies and processes for effective CRM in Real Estate
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 34 of 53
Books:
Alok Kumar Rai, “Customer Relationship Management – Concepts and Cases”, PHI Learning
Private Ltd, New Delhi
Berry, Leonard L. (1995),“Relationship marketing of services – competing through quality”, free
press, New York
Berson, A and S J Smith, K Thearling (1999), “Building Data Mining Applications for CRM”,
McGraw-Hill, New York.
Chaturvedi, Kapil and Amit Bhatia (2001), “e-CRM: Deriving value of customer relationship”,
CRM: Emerging Concepts, tools and Application, in J N Sheth, A Parvatiyar and G.Shaines
(eds.), TMH, New Delhi, P. 120
McKenna, Regis (1991), “Relationship Marketing: Successful Strategies for the Age of the
Customer”, Addison-Wesley, New York.
Madhavi Garikaparthi, “ E-CRM – Concepts and Cases” , The ICFAI University Press.
Graham Roberts, Phelps, “Customer Relationship Management” , Thorogood Publishers
Limited, U.K.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 35 of 53
UVREM-SIV.3 Internship
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 36 of 53
UVREM-SIV.4 Basics of construction II
Unit-1:
Introduction: Phase of project, project management and its relevance, stake holders of a project,
structure of project organization, management levels, and traits of a project manager.
Construction Planning: Introduction, activities involved types of project plan, work breakdown
structure.
Unit-2:
Planning terminologies, Critical path method, forward and backward pass, PERT, Ladder network,
Precedence network, Line of balance.
Project scheduling and resource leveling: Introduction, Resource allocation and leveling for unlimited
resources, Resource allocation for limited resources, Multi resource allocation, Optimal scheduling.
Unit-3:
Contracts Estimation and Bidding Strategy: Introduction, Determination of bid price, Bidding models.
Project Monitoring and Control: Introduction, Project updating, Cost control.
Unit-4:
Construction Management: Construction Equipment and Management, Construction Account
Management, Construction Material management, Construction Quality Management, Construction
Safety Management, Computer Application In Construction Management, Workforce Motivation And
Human Factors In Construction Management, Plant Management, Project Communication.
Books:
Callahan, M. T., Quackenbush, D. G., and Rowings, J. E., Construction Project Scheduling,
McGraw-Hill, New York, 1992.
Cleland, D. I. and Ireland, L. R., Project Management: Strategic Design and Implementation 4th
Edition, McGraw-Hill, New York, 2002.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 37 of 53
UVREM-SIV.5 Legal Frame work for Real Estate II
Unit-1:
Builder/ Developer’s Agreement: Agreement between Owner and Builder for construction of s
building, Development agreement between Owner and Developer, Arbitration Clause in Building
Agreement
Unit-2:
Real Estate Agent Agreements: Basic Components, Agreement between a broker and prospective
purchaser, agreement for appointment of a broker for selling the flats to be constructed, Agreement
for appointment of broker for lease of property
Unit-3:
Important Agreements: Agreement for sale of a house, Agreement for sale of apartment in Co-op
Society, Agreement for sale of a house when purchase money is to be paid in instalments, Agreement
for business centre, Flat ownership Agreement
Unit-4:
Important Deeds: Relinquishment Deed, Gift Deed, Lease Deed, Mortgage Deed, Sale Deed, Surrender
Deed in a Co-operative housing Society
Books:
Real Estate Law, Practice and Procedures—Acomplete encyclopedia on Real Estate (Vol I),
Rajkumar S Adukia
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 38 of 53
UVREM-SIV.6 Leasing. Land and Property Ownership Structures
Unit-1:
Lease: Meaning, duration, terms and conditions, registration, Rent, surrender of lease. Land and
property ownership structures: co-operative societies, condominiums, landlord owned, land tenure-
free hold, leasehold. Titles, agriculture land, acquisition, land use and zoning. Rights and liabilities of
Lessor and Lessee, damage of premises, sub tenancy, leave and license, renewal of lease, landlord and
tenant relationship.
Unit-2:
Mortgages, Trademarks, copyrights and Patents:
Mortgages: Meaning and Scope, Execution of Registered Mortgage deed, Rights and liabilities of
Mortagagor. Mortgage and Lease, Franchising.
Gift: Essential Ingredients, transfer of property by way of gift, Gift deed. Patents, Trade Marks and
copyrights – Social interest in protecting Intellectual property.
Patents- conditions for registration – scope of patent rights – Administration and remedies –
International protection of patents.
Trade Marks – Conditions of registration – Scope of Trade Marks – Protection, administration and
remedies – International protection of trade marks.
Copyrights – Different forms of copyrights – Literary, Dramatic and Musical – Cinematography,
Broadcasting, Television – Scope, limitations and duration of copyrights – International protection of
copyrights.
Unit-3:
General principles of Property and transfer of Property:
Property as a creature of the Legal system – Concept of Property in Independent India – Property in
relation to the Constitution of India and legal implications – Agrarian and urban aspects – Social and
regulatory aspect and impact of Technological evolution – Social function to property.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 39 of 53
Classification of property – Joint ownership – Obligations annexed to ownership of property –
Restrictive covenants – interest in praesenti and Interest in future – Perpetuities – Conditions and
Limitations – Equitable doctrines affecting transfer of property – Easements and Licenses.
Unit-4:
Testamentary Succession and Private Trusts
Institution of Testamentary disposition and its social utility – Execution of wills – conditions of validity
of wills – Revocation – re-publication – Ademption – Lapse – Interpretation of wills – Restrictions or
testamentary power
Constitution of Private Trust – conditions for validity of Private Trusts – Rights, duties and powers of
trustees and beneficiaries – Judicial Supervision over administration of trusts.
Books:
Real Estate Deals by Narayan Laxmanrao. Asia Law House, Hyderabad, 2013.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 40 of 53
Third Year B.Voc
(Real Estate Management)
Semester V
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 41 of 53
UVREM-SV.1 Housing Finance – I
Unit-1:
Essentials of Home Loan-Practice and Procedure
Overview of housing finance - housing and economic development – evolution of housing finance in
India and leading financiers in the field, Basics of housing finance
Unit-2:
Essentials of a home loan proposal - quantum of finance - interest - tenor security - terms &
conditions, Processing home loan application
Unit-3:
Lenders appraisal procedure - pre-sanction stage - sanction – documentation insurance - monitoring-
inspection - credit rating, Other lending schemes - finance to private builders - takeover of loans from
other institutions - home loans to NRIs
Unit-4:
Housing finance in metro cities- local laws and requirements 8. Rural Housing Finance- Valmiki
Ambedkar Awas Yojna, Securitization- mortgage backed schemes, RBI guidelines on Housing Finance,
National Housing banks guidelines on Know your Customer - Anti Money Laundering - Project finance
Policy - Fair Practices code for HFCs
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 42 of 53
UVREM-SV.2 Real Estate Taxation I
Unit-1:
Income Tax provisions – The concept of Direct Tax Laws, Deemed Ownership under section 27 of the
Income Tax Act, Impact of 50C in Real Estate Transactions, Indexation Benefit, Certain transfers
referred to under section 63, 64, Reference to Valuation Officer Under the Income Tax Act [Section
55A and Rule 111AA]
Unit-2:
Service Tax on Construction Activities – A brief note on Negative List regime, Bonanza for Builders in
the form of Additional CENVAT Credit, Exemption to construction services when provided to the
government, a local authority or a government authority, Practical problems
Unit-3:
Applicability of VAT on Construction of flats
The issue, background, key argument, assesse/petitioners, key argument of revenue/ respondent,
judgment.
Unit-4:
Accounting & Taxation of construction contracts
Accounting complexities, Revenue recognition by developers, Accounting Standard Relating to
construction Contracts
Construction Contracts
Accounting Aspects
Significant Accounting and Taxation Issues
Books:
Taxation & Documentation Guide Real Estate Transactions and Construction Projects
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 43 of 53
UVREM-SV.3 Real Estate Taxation II : Internship/Project/Case studies
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 44 of 53
UVREM-SV.4 Housing Finance II
Unit-1:
Financial Counselling - basic communication principles / skills - attending and listening skills -
counselor leading responses, Housing finance & tax,. Economic and regulatory context for giving
mortgage advice - development of “home information packs” - quantitative skills - time value of
money – interest and annuities - development of calculators such as EMI calculator – Stamp duty
calculator - Tax calculator - Capital gain tax calculator - use of excel in complex computing; public
awareness
Unit-2:
Consumer behavior - customer service - managing service quality – conflict resolution skills -
consumer protection, reduction of financial crime, Buyer of property - his expectations - legislative
remedies available to consumer for redressal of his grievances, Mortgage - legislations relating to
mortgages- the purpose of additional security including the role of guarantors - mortgage repayment
methods - transfer of mortgages - mortgage arrears - other breaches of mortgage deed - debt
consolidation arrangements - legal remedies in respect of non-payment by borrowers - default
protection and insurance - problems of senior citizens -dealing with senior citizens
Unit-3:
Home buying process - Various participants- buyer, seller, lender, lawyer /solicitor, mortgage advisor,
mortgage broker, conveyancer, value of property Title of property - defects in title- taking search of
property records with government authorities - marketable title
Unit-4:
Conveyance of property - legal provisions - practical aspects of conveyance - title to flat in co-
operating housing society - apartment co-operative societies maintenance charges - formalities of
transfer of flats / apartment - essentials of tenancy law, Formation and Role of Mortgage Lenders
Forum - accreditation of mortgage Councilors, Valuation of property - different forms of valuation for
different types of properties, Essentials of civil work - flat / apartment / row houses / independent,
dwelling units / bungalows - Floor space index - measurement of areas -built up - carpet - service
areas – amenities, Data management - maintenance of records - work flow.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 45 of 53
UVREM-SV.5 Commercial, Retail Real Estate, Green Building Technologies And Services
Unit-1:
Commercial Buildings: Offices, Industries, SEZ, CRZ
Unit-2:
Retail Real Estate: Merchandising, warehousing, franchising, shopping Malls
Unit-3:
Green Buildings: Carbon dioxide climate change mitigation and the building industry, design
strategies and adaptations for a changing climate, Zero carbon buildings
Environmental site planning, urban greenery and bio diversity, water and flooding
Unit-4:
Green Building technologies and services: The Internal Environment, space, warmth, light and air.
Energy supply and demand. The building fabric, typical mainstream materials, thermal performance.
Low and zero carbon technologies and renewables
Books:
The Environmental design pocket book RIBA Publishers
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 46 of 53
UVREM-SV.6 Organization Behavior, Human Resource Management And Property
Management
Unit-1:
Introduction, Managerial skills, tasks and responsibilities, decision making. Organizational behavior.
Perception, learning, personality, attitudes and values, motivation, anxiety, and stress. Group dynamics,
team work, Leadership theories and styles, management of change.
Unit-2:
Human resource management: Concept, process involved, Manpower planning, job analysis.
Unit-3:
HRM Issues: Selection, recruitment, induction, placement, training, performance appraisals.
Unit-4:
Property Management: financial management, staffing, property maintenance, managing residential
commercial and retail.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 47 of 53
Third Year B.Voc
(Real Estate Management)
Semester VI
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 48 of 53
UVREM-SVI.1 Real Estate Valuation, Financing of Real Estate Venture
Unit-1:
General Free and unfree tenure, land system in India, concept of term value, Different forms of value.
Supply and demand forces, occupation value and investment value, factors affecting changes in
market value. Classification of values
Unit-2:
Investment in Real Property: Investment market, characteristics of ideal investment, nature of real
property estate brokers, interests in real property
Unit-2:
Method of valuation: Open lands, rental method, capital value, outgoings, depreciation, valuation of
licensed premises
Unit-2:
Valuation for rating, definition, principles of rating, valuation of agricultural land, finance for
investment in real properties, FDI.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 49 of 53
UVREM-SVI.2 Real Estate Development (Special Projects)
Unit-1:
Building redevelopment proposal, slum rehabilitation and development schemes
Unit-2:
Organizational set up, functions performed, general procedure for development permission
Unit-3:
Authorities and discretionary powers, duties of staff
Unit-4:
Policy decisions. Documents from owner, architect/surveyor, permissions by corporation
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 50 of 53
UVREM-SVI.3 Internship
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 51 of 53
UVREM-SVI.4 Portfolio and Risk Management
Unit-1:
Risk Management in Real Estate, strategic business risks and corporate real estate, competitive risks
Unit-2:
Managing Portfolio: Property Assets, Contracts and relationships, Workplace and infrastructure
Unit-3:
Risk Management: Financial risks, property market risks, business risks, understanding risks and
informing decision making
Unit-4:
Business Ethics: Nomative ethics, prescriptive ethics, applied ethics. Concept of right and duty.
Definition and scope relevance in social changes. Corporate code of conduct.
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 52 of 53
UVREM-SVI.5 Environmental Laws in Real Estate
Unit-1:
Glossary of commonly used terms, environmental awareness in Ancient India, International Laws and
obligations in India
Unit-2:
Enactments in India for Environmental protection, Global warming and climate change, Pollution and
its control
Unit-3:
Town Planning and Environment, the National green tribunal
Unit-4:
Salient features of environmental clearance, procedure for environmental clearance
Books:
Environmental clearance for construction projects: Sudhakar Dokhane
R J College of Arts, Science & Commerce, Ghatkopar (W), Mumbai 400086, Maharashtra, INDIA
B. Voc. (Real Estate Management)
Page 53 of 53
UVREM-SVI.6 Modern Architecture, Urban Planning and Building Design, Total
Quality Management
Unit-1:
Design trends, key design considerations, Mumbai buildings, Smart cities.
Unit-2:
Trends in urbanization In India, growth rate of cities, evolution of settlements and planning process.
Goals, objectives, methodologies. Types of plans, planning theory and techniques, techniques for
preparing base map, land use classification, regulation and optimization
Unit-3:
Legislative provisions: Land Acquisition, urban land ceiling, land economics and feasibility studies, site
analysis, selection and project formulation
Unit-4:
Total Quality Management: Introduction, Gurus of TQM, TQM framework, leadership, customer
satisfaction, continuous process improvement.
Books:
Total Quality Management: Dale H Bestefield