MNB1601_exam_pack_2019

OPERATIONS MANAGEMENT Read the extract taken from "Operations management: Air traffic operations excellence" (Business Cases, 2" edition), and then answer questions 1 to 6 Complacency is certainly the singie biggest ...

OPERATIONS MANAGEMENT Read the extract taken from "Operations management: Air traffic operations excellence" (Business Cases, 2" edition), and then answer questions 1 to 6 Complacency is certainly the singie biggest threat for any airport operation Nobody should take things for granted and the concept of operations improvement is a common practical principle The basic science of preventing processes (any technology) from becoming worse, failure prevention and recovery, total quality management (TQM) and making processes better is the common language at airport operations such as the New York airspace. 1 Operations improvement is a common practical principle in the aviation industry Once managers have determined the extent to which the present operations process satisfies the set objectives, the overall performance of the process should be evaluated If OR Tambo International uses benchmarking to measure their performance against that of the New York airspace, they are making use of performance standards to measure their performance 1 histoncal 2 target 3 competitors’ 4 absolute 2 Once the performance of OR Tambo's present operations process has been measured and compared with the desired performance standard, the next step would be to 1 determine the priorities for improvement 2 identify the causes of poor quality 3 determine the maximum achievable performance standard 4 complete on-the-ground inspections 3 The basic science of preventing processes (any technology) from becoming worse Is the common language at airport operations When major changes in respect of process technology have to be made, which one of the following improvement approaches should be used? Continuous improvement Kaizen improvement Design improvement 40h Breakthrough improvement = Pg. 4 © 2019 Together We Pass. All rights reserved. Downloaded by: harmoniemuamba | [email protected] Distribution of this document is illegal Stuvia.com - The study-notes marketplace Ss MNB1601 Oct/Nov 2018 4 No operations process is always perfect and the chance of failures or breakdowns occurring remains no matter how well operations are run During April 2018, OR Tambos luggage conveyor belt system in Terminal B broke down, resulting in passengers arriving at their destinations without their baggage Several domestic flights were affected and a massive backlog was created What type of failure has occurred at OR Tambo? 1 Design failure 2 Facilty failure 3 Staff failure 4 Supplier failure 5 Failure prevention and recovery are crucial elements of the operations processes used by the aviation industry If flight engineers use a cause-effect diagram to determine the effect of wind speed on the stability of the aircraft's wings, they are conducting 1 failure analysis 2 process-monitoring 3 failure detection 4 quality control 6 The way in which Total Quality Management (TQM) Is implemented in a business determines how successful the application willbe HOR Tambo International decides to implement Oakland’s TQM model at the airport, which one of the following factors should they take into account? 1 Commitment 2 Capital 3 Service 4 Timeliness 7 Ntombi runs a non-profit organisation that provides vital vetennary services to impoverished communities PetPro, a large veterinary pharmaceutical company, is one of her largest funders and provides her with nearly all the medicine she requires Although their contributions are cost-free, they do insists on good value for their contribution The insistence on good value refers to which operationsmanagement guideline? Do things nght the first time Do things cost effectively Do things quickly fon Do things right every time — Pg.5 © 2019 Together We Pass. All rights reserved. Downloaded by: harmoniemuamba | [email protected] Distribution of this document is illegal Stuvia.com - The study-notes marketplace Ss MNB1601 Oct/Nov 2018 8 Ntombi has been given a veterinary ward by a local business man She ts planning to use the ward for operations, to keep animals there overnight and as a storage facility for her equipment The veterinary ward is an which 1 Input, is transformed 2 output, Is transformed 3 input, makes transformation possible 4 output, makes transformation pessible 9 Different operations have different characteristics and the processes may differ fundamentality in four ways (the four Vs) Which one of the following Vs _ will influence the cest of making a product or delivering a service, given that a lower preduction cost per unit is possible, if the fixed cost is spread over a larger number of units? 1 Volume of output 2 Vanety of output 3 Vanation of output 4 Visibility of output 10 A jeweller is an example ofa system 1 project 2 Jobbing 3 job-lot 4 repetitive 11 During which stage in the design of products and services will provision of the product and/or service be made less expensive and easier? 1 Prototype and final design 2 Evaiuation and improvement 3 Preliminary design 4 Screening process 12 The technique is based on the availability of actual demand data over preceding periods This technique ts used to forecast the demand for the fotlowing period continuous Improvement demand cumulative representation of demand and capacity moving-average demand-forecasting BON exponential leveling demand-forecasting = Pg. 6 © 2019 Together We Pass. All rights reserved. Downloaded by: harmoniemuamba | [email protected] Distribution of this document is illegal Stuvia.com - The study-notes marketplace Eee MNB1604 Oct/Nov 2018 13 Vodacom Group Limited is a South African mobile communications company, providing voice, messaging, data and converged services to over 55 million customers Vodacom delivers a mass service because there is a fair amount of client contact are cients present within the service process 1s high-client contact hoh Is limited client contact = 14 involve a package of products and services, for example the tangible physical object such as a car (if a product is involved) or the intangible object such as a visit to the theatre (if a service 1s involved) Designs Concepis Components BWhH Benefits + HUMAN RESOURCE MANAGEMENT Read the extract taken from the following business case, “Human resource management: Derby Departmental Stores" (Business Cases, 2™ edition), and then answer questions 15 to 18. The development of people and the retention of high-performing staff was an integral element of Derby's DNA In the light of this, the Operattons Director shared his frustration with Don about the performance of the bread deliverers at Derby During the second week, the trainees were on their own, and could call the supervisor if they expenenced any problems The various store managers mentioned that bread deliveries were late, the paperwork was incorrect and there might be a training problem 15 Training of bread delverers at Derby typical starts with broad orientation on the mission, vision, values and philosophy at Derby stores This type of training ts similar to which ts the process of introducing the employee to the organisation 1 training 2 shortlisting 3 on-boarding 4 development Pg. 7 © 2019 Together We Pass. All rights reserved. Downloaded by: harmoniemuamba | [email protected] Distribution of this document is illegal Stuvia.com - The study-notes marketplace Ss MNB1601 Oct/Nov 2018 16 ~— After receiving the broad orientation on Derby, bread delivers receive skills training for one week This training Is in the form of one-on-one training by the various supervisors During this time, the trainee would join the supervisor on what would become his or her route and observe the activities performed by the supervisor during the vanous steps Which type of development method 1s described here? 1 Job rotation 2 Job shadowing 3 Job enrichment 4 Coaching 7 It is however evident that there might be a training problem at Derby as store managers have noted late bread deliveries and incorrect paperwork The Human Resource Managet recommends that four steps should rather be used to train the bread deliverers preparation, presentation, performance try-out and follow-up. Which type of development method Is described here? 1 Job instruction training 2 Mentoring 3 Simulations 4 Role playing 18 A turther senous problem mentioned by Derby’s Operations Director was an unusually high staff turnover rate among the warehouse supervisors In an effort to reduce the turnover rate, Derby proposed highly specialised away-from-the-job training for all supervisors Specific attention would be paid to the development of analytical and problem-solving skills by providing tramees with a series of hypothetical problems which forces them to make immediate decisions Which type of development method ts described here? 1 E-learning 2 Case studies 3 Role playing 4 In-basket exercise 19 The more objective a performance appraisal is, the more successful it is likely to be An ideal performance appraisal involves the companson of work results with previous work results other employees’ results quantitative objectives hon One should not do any comparisons during performance appraisals Pg. 8 © 2019 Together We Pass. All rights reserved. Downloaded by: harmoniemuamba | [email protected] Distribution of this document is illegal Stuvia.com - The study-notes marketplace Eee MNB1601 Oct/Nov 2018 20 Tashmeeka works for an international investment company As one of Nigena’s top managers, Tashmeeka enjoys several benefits which lower level employees do not have access to For example, Tashmeeka ts entitled to a company car and, as she ts a top level manager, she may have one of the more expensive cars available Which type of compensation is described here? 1 Fringe benefit 2 Ment reward 3 Direct compensation 4 Insurance benefit 21 The method compares jobs according to the demands they make on the employee in terms of factors such as knowledge, communication skills and level of responsibility internal comparison factor-comparison compensable factor BON external comparison — 22 Part of the respensibility of the human resource department and line managers Is to turn the potential of employees into performance Which one of the following statements relates to this responsibility? 1 Shifting trends in talent management and aligning people with strategy 2 The constant psychological contract and building successful supplier relationships 3 Discharge strategies 4 Recognition strategies at individual level 23 Mareth Is the owner of a very artistic clothing line and is passionate about developing her staff in order to motivate her staff better, Mareth is studying the approaches to motivation She ts particularly interested in the factors within a person that direct, energise, maintain or stop behaviour Which motivation theory would you suggest Mareth study given her interests? Process theories Need theories Internal theones Aon Empowerment theores — Pg.9 © 2019 Together We Pass. All rights reserved. Downloaded by: harmoniemuamba | [email protected] Distribution of this document is illegal Stuvia.com - The study-notes marketplace Ss MNBi601 Oct/Nov 2018 24 Lindi manages the HR department at Nyala Tours based in Mpumalanga When she was preparing for the 2010 FIFA World Cup, Lind: recognises that she will need more staff who are skiled in tour guiding and who can speak German The prospective employees will need to have relevant knowledge about Mpumalanga’s attractions, they must have skill and abilities relevant to tour guiding, and should be able to communicate well with German tounsts This step of HR planning ts called job 1 analysis 2 description 3 specification 4 forecasting 25 During the selection process, diagnostic interviewing refers to 1 on-boarding 2 final selection 3 application and shorthsting 4 intensive assessment 26 ~— Lerato has been appointed as the Human Resource Manager for a sought-after Art Gallery in Brooklyn. She ts trying to determine the compensation package for the new curator they would Ike to appoint Lerato starts with an external comparison by doing a and then does an internal comparison by doing a 1 Job evaluation, salary survey 2 salary survey, jcb description 3 salary survey, job evaluation 4 factor comparison, job specification 27 Sipho wants to know more about Maslow’s hierarchy of needs This theory assumes that there are 1 five main areas that should be satisfied simultaneously three main areas of needs and the most dominant of these must be determined 3 five main areas and some needs must be satisfied before others can become important 4 three main areas that are activated by how much employees want something 28 Studies have shown that successful organisations share similar human resource management attributes Which one of the following represents such a human resource management attribute? 7 Primary benefits and working conditions such as leave allowance 2 Secondary benefits which are monetary in nature such as pension 3 The availability of non-function related development initiatives 4 Career development which includes long-term career-path development Pg. 10 © 2019 Together We Pass. All rights reserved. Downloaded by: harmoniemuamba | [email protected] Distribution of this document is illegal Stuvia.com - The study-notes marketplace Ss MNB1601 Oct/Nov 2018 MARKETING MANAGEMENT 29 Lux, Dove and Knorr are all products sold through Unilever However, each product has a separate marketing communication strategy which Is aimed at a specific target market What type of brand would Lux, Dove and Knorr be? 1 Family brand 2 Genenc brand 3 Individual brand 4 Dealer brand 30 = Which of the following participants would you typically find in Channel 4 (four) of the alternative distribution channels? Manufacturer, consumer Manufacturer, retailer, consumer Manufacturer, wholesaler, consumer hon Manufacturer, wholesaler, retailer, consumer — 31 Lexus cars are advertised tn prestigious magazines and sold at exclusive dealerships at a much higher price than that of the Toyota RAV4 This represents the total product genenc brand product image hRWNo need-satistying product 32 Pre-testing a questionnaire will enable a researcher to determine how long a questionnaire should be identify the main topics to be covered by the questionnaire select a more appropniate target market WN specify the information needed 33. The marketing team of Toyota South Africa is in the process of developing a new affordable electric two-seater vehicle The idea for the new vehicle has been developed and screened to determine its viability from a marketing and financial point of view Unprofitable product ideas have also been eliminated The next step in the new product development process would be to 1 develop a prototype of the new electric two-seater vehicle 2 develop a marketing strategy for the new electric two-seater vehicle 3 test the market's reaction to the new electric two-seater vehicle in the Johannesburg area 4 develop a promotional campaign for the electric two-seater vehicle