DIPLOMA IN HOSPITAL MANAGEMENT

1. SCHEME OF EXAMINATIONS
MAX MARKS
LIAAAE TVLOL
PAPER SUBJECTS EXT
INT

ISEMESTER
Management Principles and Business Ethics 4 25 75 100
Paper-1
Organizational Behaviour 4 25 75 100
Paper - 1
25 75 100
Paper-111 Accounting for Manager
Managerial Economics 4 25 75 100
Paper-IV
Paper - V Innovation and Entrepreneurship 4 25 75 100

IISEMESTER
25 75 100
Paper-VI Health Policy and Health Care Systems
Hospital Planning and Administration 3 25 75 100
Paper-VII
3 25 75 100
Paper-VII Hospital Records Management
Paper - IX Customer Relationship Management 3 25 75 100
4 25 75 100
Paper - X Strategic Management
Paper - XI 4 25 75 100
Operation Management

2.SYLLABUS

SEMESTER -I

PAPER-IMANAGEMENT PRINCIPLES AND BUSINESS ETHICS

UNIT -I
Introduction: Nature of Management - ManagementManager
Thought - Tasks of a Professional Manager
Skills --TheOrganisational
Evolution of Management
Culture
Environment- Systems Approach to Management - Levels in Management

UNIT- II
Planning & Decision Making: Steps in Planning Process - Scope and Limitations Short Term
and Long Term Planning - Flexibility in Planning Characteristics of a Sound Plan
Management ByObjectives (MBO). Strategie Management Process Decision Making Process
and Techniques.
UNIT III
Nature of Organizing :Organisation Structure and Design -Authority Relationships - Delegation
of Authority and Decentralisation Interdepartmental Coordinator emerging Trends in
corporate Structure, Strategy and Culture - Impact of Technology on Organisational design
Mechanisticvs. Adoptive Structures - Formal and Informal Organisation. Span of control - Pros
and Cons of Narrow and Wide Spans of Control - Optimum Span - Managing Change and
Innovation.

UNIT - IV
Levels of
Control: Concept of Control - Application of the Process of Control at Different
Measurements of
Management (top, middle and first line). Performance Standards an Organisation
Performance - An Integrated Control system in
Remedial Action
Leadership Approaches to Leadership and
Management by Exception (MBE)
Communication.

UNIT -V
Issues and Dilemmas in Business
Business Ethics: Importance of Business Ethics - Ethical
- Business Ethics and - CSR
Ethical Decision Making and Ethical Leadership Ethics Audit
Models.

Reference Books
Prentice Hall, January 2011.
1. Certo, S C. and Certo, T, Modern Management, 12h Edition, Publication, January
2. Griffin, R. W., Management, 11h Edition, South-Western College
2012.
International Perspective,
3. Koontz, H. and Weihrich, H., Essentials of Management: An
8Edition, Tata McGraw HillEducation Private Ltd., July 2009. Education Pvt.
Tata McGraw Hill
4. Mukherjee, K., Principles of Management., 2nd Edition,
Ltd., 2009.
Management, Prentice Hall, January 2011.
5. Robbins, S and Coulter, M, 11h Edition,
Wiley, July 2012.
6. Schmerhorn, JR., Management, 11Edition,
 PAPER -II ORGANISATIONAL BEHAVIOUR

UNIT - I

Introduction to Organisational Behaviour: Historical background of OB - Concept

Relevance of OB - Contributing disciplines - to the field of OB, challenges and
opportunities for OB, foundations of Individual Behaviour. Theory - social theory
UNIT - II

Individual Difference - Personality - concept and determinants of personality

theories of personality - type of theories - trait theory - psycho analytic theory
social learning theory - Erikson's stages of Personality Development Chris Argyris
Immaturity to Maturity Continuum. Personality - Job fit. Perception: Meaning
Process - Factorsinfluencing perception - Attribution theory
Learning:_Classical, Operant and Social Cognitive Approaches Managerial
implications. Attitudes and Values:- Components, Attitude - Behaviour relationship,
formation, values.

Motivation: Early Theories of Motivation - Hierarchy of needs theory, Theory Xand

Theory Y, Two factor theory, McClelland's theory of needs and Contemporary
theories of motivation - Self - Determination theory, Job Engagement, Goal Setting
theory, Self - efficacy theory, Re - inforcement theory, Equity theory, Expectancy
theory.
UNIT - III

Group Dynamics - Foundations of Group Behaviour - Group and Team - Stages of

Group Development-Factors affecting Group and Team Performance - Group
Decision making Interpersonal Communication - Communication Process - Barriers
to Communication - Guidelines for Effective Communication

UNIT -IV

Leadership Trait, Behavioural and Contingency theories, Leaders vs Managers

Power and Politics: Sources of Power - Political Behaviour in Organisations
ManagingPolitics.
Conflict and Negotiation: Sources and Types of Conflict - Negotiation Strategies -
Negotiation Process
UNIT -V

Culture.
Organisational Culture : Concept and Importance - Creating and Sustaining
Emotional Intelligence, Work Life Integration Practices.
Reference Books

1. Stephen P. Robins, Timothy A. Judge and Neharika Vohra, Organisational

Behaviour, 15h Edition, Pearson Education, Inc. publishing as Prentice Hall,
2013.
2 K. Aswattappa, Organisational Behaviour, Himalaya Publishing House, 1O
Edition, 2012.
3. Luthans, F. Organizational Behavior, 12 Edition, Tata McGraw Hill Education,
2011.
4. McShane, S.L., Von Glinow, M.A., and Sharma, R.R., Organizational Behavior,
5th Edition, Tata McGraw-HillEducation Pvt. Ltd., 20l1.
5. Blanchard, K.H., Hersey, P. and Johnson, D.E., Management of Organizational
Behavior: Leading Human Resources,9th Edition, PHI Learning, 2008.
6. Newstrom, J.W., Organizational Behavior, 12h Edition, Tata McGraw-Hill
Education Pvt. Ltd., 2010.
 PAPER -I|ACCOUNTING FOR MANAGER

Unit I

Financial Accounting Meaning - Objectives - functions. Branches of Accounting:

Financial, Cost and Management Accounting - Accounting Concepts and conventions.
Journal - Ledger- Trial Balance - Preparation of Final Accounts: Trading, Profit and
Loss Account and Balance Sheet (problems)
UNIT II
Financial Statement Analysis - Objectives - Techniques of Financial Statement Analysis:
Accounting Ratios- Classification of Ratios: Profitability, Liquidity, Financial and
Turnover Ratio - problems.
Fund Flow Statement - Statement of Changes in Working Capital - Preparation of Fund
Flow Statement - Cash Flow Statement Analysis- Distinction between Fund Flow and
Cash FlowStatement - problems
UNIT - II

Marginal Costing - Definition - distinction between marginal costing and absorption

costing - Break even point Analysis - Contribution, p/v Ratio, margin of safety - Decision
making under marginal costing system-key factor analysis, make or buy decisions,
export decision, sales mix decision-Problems.

UNIT - IV

Budget, Budgeting, and Budgeting Control - Types of Budgets - Preparation of Flexible

and fixed Budgets, master budget and Cash Budget - Problems -Zero Base Budgeting.
Standardcosting and variance analysis.

UNIT - V

Cost Accounting : meaning - Objectives - Elements of Cost - Cost Sheet(Problems) -

classification of cost - Cost Unit and Cost Centre - Methods of Costing - Techniques
of Costing. Standard costing and variance analysis Reporting to Management - Uses
of Accounting information in Managerial decision-making.
Reference Books

1. Gupta, A., Financial Accounting for Management: An Analytical

Perspective, 4h Edition, Pearson, 2012.
2. Khan, M.Y. and Jain, P.K., Management Accounting: Text,Problems and
Cases, 5"Edition, Tata McGraw Hill Education Pvt. Ltd., 2009.
3. Nalayiram Subramanian, Contemporary Financial Accounting
and

reporting for Management- a holistic perspective- Edn. 1, 2014 published

by S. N. Corporate Management Consultants Private Limited
4. Horngren, C.T.,Sundem, G.L., Stratton, W.O., Burgstahler, D. and
Schatzberg, J., 14h Edition, Pearson, 2008.
5. Noreen, E., Brewer, P. and Garrison, R., Managerial Accounting for
Managers,13" Edition,Tata McGraw-Hil Education Pvt. Ltd.,2009.
6. Rustagi,R. P., Management Accounting, 2nd Edition, Taxmann Allied
Services Pvt. Ltd, 2011.
 PAPER-IV MANAGERIAL ECONOMICS

Unit 1: Fundamentals of Economics

Economics-twin theme of economics- three economic problems -production possibility
frontier (PPF)- Firm objectives and individual decision making- Economy model in
circular flow- Externalities-Demand & Supply- Types of demand -Determinants of
Demand & Supply - Types of goods- types of elasticity in D &S, Utility, Indifference
curve, market equilibrium of D &S- price control mechanisms -Case study.

Unit 2: Production function and Market structure

Production function-short and long run relationship- Isoquants-lsocost-Returns to scale
Characteristics of Monopoly, Perfect, Monopolistic competition, Oligopoly market
structure- Profit maximization, price and output relationship in long run and short run
types of pricing- Case study.
Unit 3: Macro economics

Objectives, scope of Macroeconomics-Aggregate demand - Aggregate supply -

Variables of macroeconomics- output & Income determination, -unemployment
inflation, Economic growth, International trade, Business cycle, Exchange rate
National income determination and its measurement- Multiplier effect- Case study.
Unit 4: Role of Money and Economic policy

Fiscal and monetary policy - Supply &Demand for money- Keynesian theory of money
and interest -IS-LM model with foreign sector- Case study.

Unit 5: International Aspects of Economics

Foreign Exchange market - Exchange rate determination -Balance of payment- Trade
policy - International monetary system and Financial institutions- trade organization
Hecksher-Ohlin theory of trade- Case study.
References:

1. Foundation of Economics, Andrew Gillespie, Oxford University press.

2. William Boyes and Michael Melvin, Textbook of economics, Biztantra,
2005.
3. N. Gregory Mankiw, Principles of Economics, 3rd edition, Thomson
learning, New Delhi, 2007.
4. Richard Lipsey and Alec Charystal, Economics, 12th edition, Oxford,
University Press, New Delhi, 2011.
 Economics, 6th edition, Pearson,
5. KarlE. Case and Ray C. fair, Principles of
Education Asia, New Delhi, 2002. Vikas publishing
6.International Economics: Theory and Policy, D. N Dwivedi,
house.
 PAPER -V INNOVATION AND ENTREPRENEURSHIP
UNIT I
Introduction: The Entrepreneur - Definition - Characteristics of Successful
entrepreneur. Entrepreneurialscene in India: Analysis of entrepreneurialgrowth in
different communities - Case histories of successful entrepreneurs. Similarities and
Distinguish between Entrepreneur and Intrapreneur.
UNIT II

Innovation in Business: Types of Innovation - Creating and ldentifying

Opportunities for Innovation - The Technological Innovation Process - Creating
New Technological Innovation and Intrapreneurship - Licensing - Patent Rights -
Innovation in Indian Firms
UNIT III
New Venture Creation: ldentifying Opportunities for New Venture Creation:
Environment Scanning Generation of New ldeas for Products and Services.
Creating, Shaping, Recognition, Seizing and Screening of Opportunities.
Feasibility Analysis: Technical Feasibility of Products and Services Marketing
Feasibility: Marketing Methods - Pricing Policy and Distribution Channels
UNIT IV
Business Plan Preparation: Benefits of aBusiness Plan - Elements of the Business
Plan - Developing a Business Plan - Guidelines for preparing a Business Plan -
Format and Presentation.

UNITV

Financing the New Venture:Capital structure and working capital Management:

Financial appraisal of new project, Role of Banks - Credit appraisal by banks.
Institutional Finance to Small Industries - Incentives - Institutional Arrangement
and Encouragement of Entrepreneurship.

Reference Books
1. Barringer, B., Entrepreneurship: Suceessfully Launching New Venturcs,
3'Edition, Pearson, 2011.
2. Bessant, J., and Tidd, J., Innovation and Entrepreneurship, 2" Edition, John Wiley
& Sons, 2011.
3 Desai, V., Small Scale Industries and Entreprencurship, Himalaya Publishing
House, 2011.
4. Reddy, N., Entrepreneurship: Text and Cases, Cengage Learning, 2010.
5. Roy, R., Entrepreneurship, 2" Edition, Oxford University Press, 2011.
6. Stokes, D., and Wilson, N., Small Business Management and Entrepreneurship, 6M
Edition, Cengage Learning, 2010.
 SEMESTER -II
PAPER -VIHEALTH POLICY AND HEALTH CARE SYSTEMS
Unit -I
Determinants of Health: Life Style Socio - Economic conditions - Heredity
Environment - Health and Famitly Welfare Services - Other Factors - Health Scenario
of India.
Unit - II
Organisations for Health: Voluntary health agencies in India - Indian Red Cross Society
-Indian Council for child welfare - Tuberculosis Association of India - RAI - Rockfeller
Foundation
- UNDP.
- Ford Foundation - CARE -International organisations - WHO UNICEF

Unit -II
Health Policy: Meaning - Need - National health policy - features - National health
programmes in India - Health planning - Planning under Five Year Plans Plan
Outlays. - National Population Policy.
Unit - IV
Health care: concept of health care - Levels: Primary, Secondary, Tertiary Health for
all by 2000 A.D. - Health care system in India - Structure of Government Machinery -
Private, Government, Corporate Hospitals.
Unit - V
Medical Tourism: Role of Medical Tourism, Methods to attract Foreign Medical:
Tourists , Facilities available for foreign patients, Role of travel Agencies, Govt. Policy
on Medical Tourism.

Reference Books
1.Park K,Textbook on Hygiene and Preventive Medicine, Banarsidas, Bhanoy
Park Textbook of Preventive and Social Medicine 23rd edition (park psm) (English,
Hardcover, K. PARK), 2015

PAPER -VIIHOSPITAL PLANNING AND ADMINISTRATION

Unit -I
Hospital: Classification - Changing role of hospitals Role of hospital administration
Hospital sytem Need for scientific planning and design of hospitals.
Unit -I
Planning: Principles of Planning - Planning process - Size of the hospital - Size
selection - Location Layout - Hospital architect - Selection of architect - Equipping a
hospital - Graphics and design.
Unit - 1II
Technical analysis: assessment the extent need for the hospital services - Demand and
need Factors influencing hospital utilisation - Bed planning - Project cost - Land
requirements - Space requirements - hospital drawings and documents.
 Unit -IV
ambulatory zone - diagnostic
Hospital Design: Building requirement - Entrance and Administrative zone.
Zone - Intermediate zone - Critical zone- Service zone -
Unit - V
Facilities Planning: Transport - Food Services Communication - Information System
- Minor facilities - others.
Standard in Hospital : General Standards Voluntary and mandatory Standards -
Mechanical Standards - Electrical Standards - Standard for centralised medical gas
system - Biomedical waste handling.
Reference Books:
Liewtllyn and Davis Macoulay, Hospital planning and Administration, Jaypee Brothers.
Kunders, Gopinath A Katakam, Hospital Planning, Management and Design, Tata
McGraw - Hill

PAPER-VIIIHOSPITAL RECORDS MANAGEMENT

Unit -I
Hospital Records: Meaning - Functions - Importance of medical records to Patients,
Doctors, Hospitals, Public Health, Press, LIC, Police - court of Law, Education and
Research.

Unit- I
Records Management: Registers, Forms: Meaning and importance - Principles of
records keeping - Merits and limitations - Principles of records keeping - Merits and
limitations - latest trends in record maintenance Electronic forms of records
maintenance.

Unit - III
Types - Out-patient record, in-patient records, causality, emergency, surgery,obstetrics
andgynaecology, paediatrics, investigation and diagnosis.
Unit - IV
Records Organisation and Management: Classification of records Bases for
Classification - Indexing and filling of records - Problems associated with medical
records.

Unit - V
Medical Registers: Meaning - Types - Purpose - Advantages- Principles of designing
records - Registers in various departments - Common issues.
Medical Forms and Reports: Meaning - types and significance- Principles of designing
- Statutory registers and reports to be maintained - Specimens.
Reference Books
1. Rajendra Pal and Korlahalli JS, Essential of Business Communication, Sultan
Chand and Sons, New Delhi
2. Prasantha Ghosh K,Office Management, Sultan Chand and Sons, New Delhi.
3. Francis CM and Mario C de Souza, Hospital Administration, 3r Ed. Jaypee
Brothers, New Delhi
4. George, MA, The Hospital Administrator, Jaypee Brothers, New Delhi.
 MANAGEMENT
PAPER -IX CUSTOMER RELATIONSHIP
Unit-l: Evolution of Customer Relationship:
growth,
CRM-Definition, Emergence of CRM Practice, Factors responsible for CRMof CRM,
CRMprocess, framework of CRM, Benefits of CRM, Types of CRM, Scope
CustomerProfitability, Features Trends in CRM,CRM and CostBenefit Analysis, CRM
andRelationship Marketing.

Unit-Il: CRMConcepts:
Customer Value, Customer Expectation, Customer Satisfaction, Customer Centricity,
Customer Acquisition, Customer Retention, Customer Loyalty, Customer Lifetime
Value. Customer Experience Management, Customer Profitability, Enterprse Marketing
Management, Customer Satisfaction Measurements, Web based Customer Support.
Unit-lll: Planning for CRM:
Steps in Planning-BuildingCustomer Centricity, Setting CRM Objectives, Defining Data
Requirements, Planning Desired Outputs, Relevant issues while planning the Outputs,
Elements of CRM plan, CRM Strategy: The Strategy Development Process, Customer
Strategy Grid.

Unit-IV: CRM and Marketing Strategy:

CRM Marketing lnitiatives, Sales Force Automation, Campaign Management, Call
Centers, Practice of CRM: CRM in Consumer Markets, CRM in Services Sector, CRM
in Mass Markets, CRM inManufacturing Sector.
Unit -V: CRM Planning and Implementation:
Issues and Problems in implementing CRM, Information Technology tools in CRM,
Challenges of CRM Implementation. CRM Implementation Roadmap, Road Map (RM)
Performance: Measuring CRM performance, CRM Metrics.
Reference Books
. Kincaid, J., Customer Relationship Management: Getting it right, Pearson, 2005.
2 Kumar, V. and Rcinartz, W.J., Customer Rclationship Management: ADatabascd
Approach, Wiley India Pvt. Ltd., 2006.
3. Makkar, U. andMakkar, H.K., Customer Rclationship Management, Tata McGraw
IHill Education, 201.
4 Peclen, E., Customer Relationship Management, Pearson, 2008.
5 Peppers, D. and Rogers, M., Managing Customer Relationships, 2! Edition, John
Wiley andSons, 2011.
6. Shanmughasundaram, S.,Customer Relationship Management: Modern Trends and
Perspectives, PHI L.carning Pvt. Ltd., 2008.
 PAPER-X STRATEGIC MANAGEMENT

UNIT I
Introduction: Strategy - Phases of Strategic Management-Strategic Management
Process- Strategic Decision making- Corporate Policy: Importance - Characteristics
Objectives - Policy Formulation and Development -Types of Business Policies -
Implementation of Policies.
Developing a Strategic Vision - Setting Objectives - Crafting Strategy - Strategies and
Tactics -Importance of Corporate Strategy - the 7-S Framework
UNIT II

Society and Business: Social Responsibility of Business - Corporate Governance and

Ethical Responsibility -Corporate governance
UNIT III

Environmental Analysis: Environmental Scanning - Industry Analysis -The Synthesis of

External Factors - Internal Scanning SWOT Audit - Stockholders' Expectations -
Scenario planning-- Michael Porter's Framework for Strategic Management
UNIT IV

Strategy Formulation and Choice of alternatives: Strategies modernization,

diversification integration; Merger, Acquisitions and Joint ventures; Turnaround.
divestment and liquidation strategies; Process of strategic choice - industry, competitor
and SWOT analysis; factors affecting strategic choice: Generic competitive strategies -
cost leadership, differentiation, focus, bench marking, service blue printing- Functional
Strategies: Marketing, production/operations and R&D plans and polices- Personnel
and financial plans and policies
UNIT V

Strategy Implementation: Strategy Implementation - Corporate Culture - Matching

Organisation Structure to Strategy - Strategic Leadership Strategic Control: Strategic
Control Process - Du Pont's Control Model - Balanced Score Card Future of
Strategic Management - Strategic Information System

Reference Books

1. David, F.R., Strategic Management - Concepts and Cases, 13th Edition, Prentice
Hall. 2008.

2. Dess, G. Lumpkin, G.T. and Eisner, A., Strategic Management, 3rd Edition, Tata
McGraw-Hill, 2009.

3. Hill, C.W.L. and Jones, G.R., Strategic Management: An Integrated Approach, 9th
Edition, Cengage Learning, 2012.
4. Hitt, Ireland, Hoskisson and Manikutty, Strategic Managerment, 9th Edition, Cengage
Learning, 2012. 5. Kazrni, A., Strategic Management and Business Policy, 3rd Edition,
Tata McGrawHill Education, 2008. 6. Pearce ll, J., Robinson, R.B. and Mittal, A.
Strategic Management: Formulation, Implementation and Control, 12th Edition,
McGraw-Hill, 2012.
7. Pitts, R. and Lei, D., Strategic
Management: Building and Sustaining Competitive
Advantage, 4th Edition, Cengage Learning, 2006.
8. Srinivasan, R., Strategic Management The Indian Context, 3rd Edition, PHI
Learning, 2008.
9. Wheelen, TL. and Hunger, D., Strategic
Edition, Pearson, 2010.
Management and Business Policy, 12th
 PAPER -XI OPERATIONS MANAGEMENT

UNIT I- INTRODUCTION
Operations Management- Nature, Scope, Historical Development, Functions- Long term
Manufacturing Trends in
Vs Short term issues- A Systems Perspective- Challenges- Processes- Plant
India-Production Design and Process Planning-Types of Production
Crossover Chart for
Capacity-Capacity Planning- Make or Buy Decisions- Use of
Selection Processes-Types of Charts used in Operations Management.
UNIT II FACILITY DESIGN
Plant Location- LOcation Analysis
Plant Location: Factors to be considered in community and Site- Multiple Plant
Techniques- Choice of General Region, Particular Manufacturing Facilities: Principles
Location Decision- Plant LOcation Trends. Layout of Layout- Principles of Materials
of
of a G0od Layout- Layout Factors- Basic Types in Job Design.
Handling- Materials Handling Equipments- Role of Ergonomics

UNIT II INVENTORY CONTROL AND MAINTENANCE

Economic Batch Quantity- Reorder
Basic Inventory Models- Economic Order Quantity- and Codification of Stock- ABC
Point-Safety Stock- Inventory Costs-Classification Chain
Classification-Materials Requirement Planning (MRP)- JIT- Implications of Supply
Preventive Vs Maintenance Group
Breakdown
Management. Maintenance: Maintenance of
Time Distribution-
Replacement Vs Individual Replacement- Breakdown
Cost Balance- Procedure for Maintenance.
CONTROL
UNIT IV DESIGN OF WORK SYSTEMS AND QUALITY
Motion Study- Work
Work Study- Objectives- Procedure- Method Study and Standard Time
Measurement-Time Study-Performance Rating- Allowance Factors-
Work Sampling Techniques. Quality Control: Purpose of Inspection and Quality Control
Different Types of Inspection- Acceptance Sampling- The Operating Characteristic
Curve- Control Charts for Variables and Attributes.

UNIT V SERVICEOPERATIONS MANAGEMENT

Introduction to Services Management- Nature of Services- Types of Services- Service
Encounter-Designing Service Organizations- Service Facility Location and Layout
Service Blueprinting-Waiting Line Analysis for Service Improvement- Service Processes
and Service Delivery.
Reference Books
1. Chary, S.N., Production and Operations Management, 5th Edition, Tata McGraw-Hil,
2012.
2. Gore, A. and Panizzolo, R.,Operations Management, Cengage Learning India, 2012.
3. Heizer. J., Render, B. and Rajashekhar, J., Operations Management, 9th Edition,
Pearson, 2009.
4. Krajewski, L., Operations Management: Processes and Supply Chains, 9th Edition,
Pearson, 2011. 5. Metters, R.,King-Metters, K.H., Pullman, M. and Walton, S.
Successful Service Operations Management, Cengage Learning, 2nd Edition 2012.
6. Panneerselvam, R., Production and Operations Management, 3rd Edition, PHI
Learning. 2012.

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