Prepared by: Harjot Kaur

Reviewed by:

Approved by:

PROGRAM MANAGEMENT MANUAL

Chitkara University – Centre for Distance & Online Education (CDOE)

PURPOSE

This SOP manual provides a structured framework for Program Managers to ensure
efficient, consistent, and high-quality program delivery across all specializations under
CDOE. It standardizes processes, timelines, roles, and communication protocols.

SCOPE

This document applies to all Program Managers handling online and distance learning
programs across multiple batches and specializations.

OBJECTIVES

• Ensure consistency in program delivery

• Improve operational efficiency and coordination

• Enhance student and faculty experience

• Maintain adherence to academic timelines

• Enable proactive risk identification and mitigation

1. ROLE OF A PROGRAM MANAGER

1.1 Scope of the Role

The Program Manager is responsible for end-to-end execution and governance of

assigned programs/specializations, ensuring seamless coordination across
academic, operational, and student-facing functions.

The role spans across:

• Program planning → execution → monitoring → closure

• Managing multiple batches and semesters simultaneously

 • Acting as the single point of accountability for program delivery quality,
timelines, and stakeholder experience

The Program Manager operates at the intersection of:

• Academic delivery Operations

• Technology (LMS)

• Student experience

1.2 Key Responsibilities Across Lifecycle

A. Pre-Semester (Planning & Readiness)

• Ensure course readiness (LMS setup, content, structure)

• Coordinate faculty onboarding and briefing

• Validate academic calendar alignment

• Prepare trackers and dashboards for monitoring

• Ensure readiness of stakeholder communication

B. During Semester (Execution & Monitoring)

• Monitor course delivery and session execution

• Ensure timely release of assignments and assessments

• Track student engagement, participation, and queries

• Maintain continuous coordination with faculty and support teams

• Identify risks early (delays, low engagement, system issues)

• Release mid & end semester surveys in coordination with the Academics team

C. Post-Semester (Closure & Evaluation)

• Ensure completion of grading within defined timelines

• Analyze program performance metrics (academic & operational)

• Capture learnings and process improvements

• Ensure proper course closure on LMS

1.3 Ownership Areas vs Dependencies

Ownership (Direct Accountability)

• Program execution as per academic calendar

• Course lifecycle management

• Assignment, grading, and exam timeline adherence

• Student communication and experience (query handling in coordination with the

support team)

• Tracking and reporting of program metrics

• Issue identification and escalation

Dependencies (Collaborative Execution)

Function Dependency Area

Academic Team SME allocation, academic decisions

Operations Scheduling, logistics, coordination

Technology/LMS Platform setup, issue resolution

Evaluation/Exam Team Exam execution, grading workflows

Student Support Query handling, counselling support

Note: While execution may be collaborative, accountability for completion remains

with the Program Manager.

1.4 Success Metrics / KPIs

Operational Excellence

• 100% course readiness before term start

• ≥ 95% adherence to assignment, exam, and grading timelines

• Zero critical delays impacting academic calendar

Program Performance

• Assignment submission rates

• Course completion rates as per the defined timelines

• Student Engagement

• Feedback scores

1.5 Do’s and Don’ts

Do’s

• Be proactive rather than reactive, anticipate risks early

• Maintain structured trackers and data visibility

• Ensure clear and consistent communication with all stakeholders

• Take end-to-end ownership, even in cross-functional tasks

• Focus on student-centric decision making

• Document processes and continuously improve systems

Don’ts

• Do not operate in silos, lack of coordination leads to delays

• Do not wait for issues to escalate before acting

• Do not compromise on academic timelines or quality standards

• Avoid unclear or delayed communication

• Do not rely on manual tracking without validation mechanisms. Don’t just rely
on reports, instead, cross-check with actual system data.

2. PROGRAM STRUCTURE

Each program (specialization) is structured over a duration of 2 years, comprising 4

semesters.
Duration: 2 Years
Structure: 4 Semesters

Year 1 → Semester 1 + Semester 2

Year 2 → Semester 3 + Semester 4

2.1 Programs Offered

• MBA in Marketing
• MBA in Finance
• MBA in Data Science & AI
• MBA in Human Resource Management
• MBA in International Finance and Accounting (with ACCA)
• MBA in Pharmaceutical Management
• MBA in Cyber Security
• MBA in FS&FP (Sem 3 & 4 as on the date)
• MBA in Wealth Management (Sem 2, 3 & 4 as on the date)
• CPA MBA
• BBA in International Finance and Accounting (with ACCA)

2.2 Our Learning Partners

[Link] Program Learning Partner

1 MBA in Marketing IIDE
2 MBA in Finance CBS
3 MBA in Data Science & AI EY
4 MBA in Human Resource Evolvre
Management
5 MBA in International Finance Zell Education
and Accounting (with ACCA)
6 MBA in Pharmaceutical CBS
Management

7 MBA in Cyber Security Cialfor

8 MBA in FS&FP (Sem 3 & 4 as CXO
on the date)
9 MBA in Wealth Management Invest Yadnya
(Sem 2, 3 & 4 as on the date)
 10 MBA in CPA Zell Education
11 BBA in International Finance Zell Education
and Accounting (with ACCA)

2.3 Batch Management

Active Batches

• July 2024 Batch and subsequent Batches

Batch Tracking

• Student strength
• Specialization allocation
• Tracking of semester progression as per the intake year

3. ACADEMIC CALENDAR MANAGEMENT

The Academic Calendar is the master timeline that governs all program activities.

3.1 Components

• Semester start & end dates

• Assignment release & submission timelines
• Quiz schedules
• Discussion forum timelines
• Survey timelines
• Examination schedule (Mid/End-term)
• Result declaration timelines

Program Manager must ensure:

• Strict adherence to all calendar timelines

• Align course activities, assessments, and communication accordingly
• Track progress and flag any deviations early
• Coordinate with stakeholders to avoid delays

Please double-click the below icon to access the Academic Calendar.

Academic Calendar AY [Link]

Note: No activity should be planned outside the academic calendar, and any deviation
must be escalated and approved in advance.

4. COURSE STRUCTURE

4.1 Learning Model Overview

Each course is designed in a modular + blended learning format:

Course Breakdown

• 4 Units per Course

• Each Unit = Self-paced learning + Continuous assessment

4.2 What Each Unit Includes on LMS

Each Unit comprises of:

• Pre-recorded lecture videos

• PPT presentations
• Audio podcasts
• Transcripts
• Open Educational Resources (OER links)

4.3 Live Learning Component

• There is 1 Live Session (50 mins) per Course over the weekend (12 Live sessions
in total followed by 4 revision sessions of 30 minute each)
• Conducted by Subject Matter Expert (SME)
• Focus: Concept clarity, doubt resolution, application

Note: There are 2 revision sessions of 50 minutes each for Semester 1 students.

4.4 Evaluation Structure

Overall Weightage

Total = 100% (a+b)

a) Internal Assessment = 30%
b) End Semester Exam = 70%

Internal Assessment Breakdown (30%)

Assignments (4) → 8 Marks

Quizzes (8) → 20 Marks
Discussion Forums (4) → 1 Mark
Certification (1) → 1 Mark
--------------------------------
Total → 30 Marks

4.5 Unit-wise Evaluation Mapping

Component Frequency Marks per Item Total Marks

Assignment 1 per Unit (4) 2 8

Quiz 2 per Unit (8) 2.5 20

Discussion Forum 1 per Unit (4) 0.25 1

Certification 1 (Course Level) — 1

5. MONITORING OF LIVE SESSIONS & UPLOADING OF RECORDINGS

5.1 Live Session Overview

Frequency: 1 per Course (Weekend)

Duration: 50 Minutes
Conducted by: Subject Matter Expert (SME)

5.2 Allocation & Responsibility

• Each Program Manager is assigned specific sessions to shadow over the

weekend

• Allocation is independent of specialization

Note: Please note that the responsibility of seamless delivery lies with the
allocated shadower and keep the respective Program Manager and all concerned
updated in case any issue arises.

5.3 Role of the Shadower

During assigned sessions, the Program Manager must ensure:

• Session starts and ends on time

• SME is present and prepared
• The session recording is ON at SME’s end
• Audio/video quality is clear and stable
• Overall session delivery is smooth and uninterrupted

5.4 Issue Handling & Escalation

If any issue/discrepancy occurs during the session:

• Identify the issue in real-time

• Inform the concerned Program Manager (specialization owner)
• Inform Academics Team

Note: Even if the session belongs to another specialization, the shadower is

responsible for reporting the issue.

5.5 Session Tracking

• The status of all live sessions must be updated in the Live Session Tracker

• Each Program Manager must update the status as per their allocation.

• Here’s the link to the tracker:

Universal Tracker Jan 2026- June 2026

5.6 Uploading of the Live Session Recordings

After each session:

• Ensure session recordings are uploaded on LMS by Tuesday of the subsequent

weekend
• Verify recording quality (audio/video clarity)
• Confirm recording is uploaded on LMS
• Ensure accessibility for all students

6. LIVE SESSION RECORDINGS_STORAGE & ACCESS

All live session recordings are centrally stored in the drive:

[Link]@[Link]

The editing team uploads the edited recordings in the drive in a date-wise
structured format, making it easy to:

• Track sessions

• Locate recordings quickly

• Upload them on LMS

Program Managers must access this drive to retrieve recordings for LMS upload and
access to the drive can be requested through the LMS team.

7. GOOGLE MEET IDs & ACCESS MANAGEMENT

All Google Meet IDs and passwords are maintained in a shared Excel file. This file
should be used as the single source of reference for:

• Retrieving meeting credentials

• Supporting SMEs with login/access issues

Here’s the link to the file:

Google Meet Credentials

7.1 Password Management

• Passwords for all Google Meet IDs are updated quarterly by the LMS team

• Program Managers must coordinate with the LMS team in case of any access
issues with the google meet ids.

7.2 Program Manager Responsibilities (Pre-Semester)

Before the start of live sessions

• Verify that each Google Meet ID is working with the given password

• Share credentials with the respective SME in advance

• Conduct a dry run with SME to avoid last-minute issues

7.3 Issue Handling

If any issue occurs while accessing the Meet ID:

• Identify login/access issue

• Report to LMS Team

• Follow up until resolution

7.4 Guidelines for Sharing Credentials with Faculty

• Share Google Meet ID + Password clearly and carefully
 • Inform faculty to NOT change the password, instead use OTP-based login on the
registered mobile number if required. A designated team member will assist SME
during first-time login using OTP

8. CLASS RESCHEDULE MANAGEMENT

Class reschedules are discouraged to maintain consistency and continuity in learning

Preferred approach:
Request Faculty to adjust sessions within the same domain (peer swap) instead of
rescheduling.

Note: Rescheduling is considered only in case of genuine exigencies and requires prior
approval from Dean’s Office.

8.1 Reschedule Process (If approved)

Request Raised by SME
↓
Approval from Dean’s Office
↓
Program Manager to Inform Student Support Team (for sending student
communication)
↓
Program Manager Inform LMS Team (for updating the google meet id & class links)
↓
Shadower to Update the Tracker
↓
Shadower to shadow Session as per the Revised Schedule
↓
Shadower to ensure Recording is done for LMS Upload
9. CLASS SCHEDULE

Please refer to the below file for accessing the class timings

TT (January 2026).[Link]

10. UGC GUIDELINES – ONLINE & DISTANCE EDUCATION

The programs offered under CDOE are designed and delivered in alignment with the
guidelines issued by the University Grants Commission – Distance & Online
Education Bureau (DEB). These guidelines ensure standardization, quality,
transparency, and credibility in online and distance education. All academic and
operational processes must adhere to these regulatory requirements.

Please refer to the link below:

UGC Guidelines Online & Distance Education