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Strategic Cost Management
Section A: Objective Type & Short Questions (30 Marks)
„h This section consists of Multiple Choi ce & Short Notes questions.
„h Answer all the questions.
„h Part one carries 1 mark each & Part Two carries 5 marks each.
Part One:
Multiple Choices:
1. A set of policies, procedures and approaches that helps a firm attain and retain success for
long is termed as a)
Benchmarking
b) Life cycle costing
c) Target costing
d) Strategy
2. A cost management tool that bring in its focus the activities performed to produced a product
is called a)
Target costing
b) Life cycle costing
c) ABC
d) Benchmarking
3. Cost incurred to the past that are not relevant to present decisions are a)
Fixed cost
b) Sunk cost
c) Opportunity cost
d) Indirect costs
4. In a process costing system, when items are sold, the cost of the item are moved from a)
Work-in-progress to finished goods
b) Work-in-progress to Cost of goods sold
c) Cost of goods sold to finished good
d) Finished goods to cost of goods sold
5. Differential costs are sometimes referred to as a)
Incremental costs
b) Relevant costs
c) Avoidable costs
d) Both a& b
6. Customer service feature does not include a)
Warranty and repair service
b) Adherence to specifications
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IIBM Institute of Business Management
c) On-time delivery
d) Follow-up with customer after the sale.
7. Product cost are function ofa)
Product design
b) Specific customers
c) Customer characteristics
d) Market segments
8. The company.s overall sales performance is influenced by factors such as a)
Sales volume
b) Sales Mix
c) Market size and share
d) All of the above
9. Customer life cycle cost includes a)
Purchases price
b) Start-up costs
c) Post-purchase cost
d) All of the above
10. Which stage of product life cycle is characterized by little competition and slowly increasing
sales?
a) Introduction
b) Growth
c) Maturity
d) Decline
Part Two:
1. List the characteristics of Balance score card.
2. What are the methods of Alternative costing?
3. Differentiate between fixed cost and variable cost.
4. Discuss the dissimilarities between job order costing & process costing systems.
END OF SECTION A
Section B: Caselets (40 Marks)
„h This section consists of Caselets.
„h Answer all the questions.
„h Each caselet carries 20 marks.
„h Detailed information should form the part of your answer (Word limit 150 to 200 word)
Caselet 1
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Vikram Ahuja was hired as assistant cost controller of chemfert Ltd., a multinational firm that
processed chemical for use in fertilizers. Soon Vikram learned that the nearby residential landfill
was being used to dump toxic wastes. It appeared that some members of management team were
aware of this situation and may have been involved in arranging for this dumping. uncertain, how
he should approach, Vikram is contemplating several alternatives courses of action , like seeking
the advice of the superior, the controller or anonymously releasing the information in the national
daily or discussing with an outside member of the BOD.s
Questions:
1. Discuss why Vikram has an ethical responsibility to take some action against the MNC.
2. Which of the alternative courses would be the most appropriate in the given situation?
Caselet 2
A brilliant university is located in Mumbai. The university has four deportments- Business,
humanities, fine arts and engineering. The university is headed by a president who has five
presidents reporting to him, each heading auxiliary services, admission and records, academics.
Financial services and maintenance. In addition, there are managers who report to these vicepresidents.
These include managers for central purchasing, the university press and bookstore; all
of whom report to the vice president of auxiliary services, and managers for accounting and
finance report to vice president for financial services. Further, a dean who is responsible to the
academic vice-president heads each department.
Questions:
1. Prepare an organizational structure of brilliant University.
2. List the name of the departments having under the university.
Section C: Long Questions (30 Marks)
„h This section consists of Long Questions.
„h Answer all the questions.
„h Each question carry 15 marks each.
„h Detailed information should from the part of your Answer (Word limit 200 to 250 words)
1. What is ¡§Cost management¡¨? Explain the primary objectives of cost management?
2. Define ¡§Target costing¡¨; discuss the principles of target costing.
END OF SECTION C
END OF SECTION B
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IIBM Institute of Business Management
Examination Paper MM.100
Project Management in Information Technology
Section A: Objective Type & Short Questions (30 marks)
„h This section consists of Multiple Choice & Short Note type questions.
„h Answer all the questions.
„h Part One carries 1 mark each and Part two carries 5 marks each.
Part One:
Multiple forms:
1. .Enterprise project management software (EPMS). integrates information from a single project to
show the status.(T/F)
2. Gantt chart is used for the___________
3. In Adaptive approach for software development the focus is on___________
a. Time based cycles to meet the target dates
b. No time based cycles
c. Although time based but no target date
d. None
4. IEEE standard_____________ describes the contents of software project management plan.
a. 1058 ¡V 1997
b. 1058 ¡V 1998
c. 1058 ¡V 1999
d. 1058 ¡V 1996
5. Scope creep means________
a. The tendency for project scope to shrink
b. The tendency for project scope to grow bigger and bigger
c. The tendency for project scope to collapse completely
d. None
6. Slack or float is the amount of time an activity may be delayed without delaying succeeding
activity.(T/F)
7. .PERT. stands for_________
8. .Murphy. law states_________
a. If something can go wrong, it can be corrected.
b. If something can go wrong , it will
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c. If something can no go wrong , it will
d. None
9. Project that use Six Sigma principles for quality control normally follows a 5 phase improvement
process called DMAIC, here A stands for_______
a. Art
b. Analyze
c. Allies
d. None
10. Fishbone diagram is also called_______
a. Gantt diagram
b. Murphy diagram
c. Parkinson diagram
d. Ishikawa diagram
Part Two:
1. Write a note on .Work Breakdown Structure (WBS)..
2. Define the Earned value?
3. Explain the Kichoff meeting?
4. How would you explain the Cross-Referencing requirement Matrix?
END OF SECTION A
Section B: Caselets (40 marks)
„h This section consists of Caselets.
„h Answer all the questions.
„h Each caselet carries 20 marks.
„h Detailed information should form the part of your answer (Word limit 200 to 250 words).
Caselet 1
A preliminary estimate of costs for the entire project is $140,000. This estimate is based on the
project manager working about 20 hours per week for six months and other internal staff working a
total of about 60 hours per week for six months. The customer representatives would not be paid for
their assistance. A staff project manager would earn $50 per hour. The hourly rate for the other
project team member would be $70 per hour, since some hours normally billed to clients may be
needed for this project. The initial cost estimate also includes $10,000 for purchasing software &
services from suppliers. After the project is completed, maintenance costs of $40,000 are included
for each year, primarily to update the information and coordinate the ¡§Ask the Expert¡¨ feature and
online articles. Projected benefits are based on a reduction in hours consultants spend researching
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IIBM Institute of Business Management
project management information, appropriate tools and templates, and so on. Projected benefits are
also based on a small increase in profits due to new business generated by this project. If each of
more than 400 consultants saved just 40 hours each year (less than one hour per week) and could bill
that time to other projects that generate a conservative estimate of $10 per hour in profits, then the
projected benefit would be $160,000 per year. If the new intranet increased business by just 1
percent, using past profit information, increased profits due to new business would be at least
$40,000 each year. Total projected benefits, therefore, are about $200,000 per year.
Exhibit A summarizes the projected costs and benefits and shows the estimated net percent value
(NPV), return on investment (ROI), and year in which payback occurs. It also lists assumptions
made in performing this preliminary financial analysis. All of the financial estimates are very
encouraging. The estimate payback is within one year, as requested by the sponsor. The NPV is
$272,800, and the discounted ROI based on a three-year system life is excellent at 112 percent.
Discount rate 8%
Assume the
project is done
in about is
months
Year
0 1 2 3 Total
Costs 140,000 40,000 40,000 40,000
Discount
factor
1 0.93 0.86 0.79
Discounted
costs
140,000 37,037 34,294 31,753 243,084
Benefits 0 200,000 200,000 200,000
Discount
factor
1 0.93 0.86 0.79
Discounted
benefits
0 186,185 171,468 158,766 515,419
Discounted
benefits ¡V
costs
(140,000) 148,148 137,174 127,013
Cumulative
benefits-costs
(140,000) 8,148 145,322 272,336 NVP
Payback in
year 1
Discounted
life cycle
ROI----„³
112%
Assumptions
Costs #hours
PM (500hours,
$50/hour)
25,000
Staff (1500
hours,
$70/hour)
105,000
Outsourced
software &
10,000
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services
Total project
costs (all
applied in year
0)
140,000
Benefits
# consultants 400
Hours saved 40
$/hour profit 10
Benefits from
saving time
160,000
Benefits from
1% increase in
profits
40,000
Total annual
projected
benefits
200,000
1. What according to you are the factors that can hamper the profit growth related with the project?
2. Mention some strategies to further improve the project.s turnover.
Caselet 2
Many organizations spend a great deal of time and money on training efforts for general project
management skills, but after the training, project managers may still not know how to tailor their
project management skills to the organization.s particular needs. Because of this problem, some
organizations develop their own internal information technology project management methodologies.
The PMBOKR Guide is a standard that describes best practices for what should be done to manage a
project. A methodology describes how things should be done, and different organizations often have
different ways of doing things. For example, after implementing a systems development life
cycle (SDLC) at Blue Cross Shield of Michigan, the Methods department became aware that
developers and project managers were often working on different information technology project in
different ways. Deliverables were often missing or looked different from project to project. They may
have all had a project charter, status report, technical documents (i.e., database design documents,
user interface requirements, and so on), but how they were producing and delivering these
deliverables was different. There was a general lack of consistency and a need for standards to guide
both new and experienced project managers. Top management decides to authorize funds to develop a
methodology for project managers that could also become the basis for information technology
project management training within the organization. It was also part of an overall effort to help raise
the company.s Software Capability Maturity Model level.BlueCross BlueShield of Michigan
launched a three-month project to develop its own project management methodology. Some of the
project team members had already received PMP certification, so they decided to base their
methodology on the PMBOKR Guide 2000, making adjustment as needed to best describe how their
organization managed information technology projects. See a complete article on this project on the
companion Web site for this text. Also see the Suggested Reading to review the State of Michigan
Project Management Methodology, which provides another good example of an information
technology project management methodology. Many organizations include project management in
their methodologies for managing Six Sigma projects. Other organizations include project
management in their software development methodologies, such as the Rational Unified Process
(RUP) framework. RUP is an interactive software development process that focuses on team
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productivity and delivers software best practices to all team members. According to RUP expert Bill
Cottrell, ¡§RUP embodies industry-standard management and technical methods and techniques to
provide a software engineering process particularly suited to creating and maintaining componentbased
software system solutions,¡¨ Cottrell explains that you can tailor RUP to include the PMBOK
process groups. Specifically, IBM Rational, the creators of RUP, found that it could adjust RUP input
artifacts with PMBOK process inputs, RUP steps with PMBOK process tools and techniques, and
RUP resulting artifacts with PMBOK process outputs.
1. According to you what the skills needed for the project management of organization?
2. How could have been the six sigma project became a helpful tool in very sophisticated kind of
project management?
END OF SECTION B
Section C: Applied Theory (30 marks)
„h This section consists of Long Questions.
„h Answer all the questions.
„h Each question carries 15 marks.
„h Detailed information should form the part of your answer (Word limit 150 to 200 words).
1. How would you explain the project manager? Explain the characteristics of the successful project
manager?
2. Define the IT project plan? Discuss the IT project plan format in detail?
END OF SECTION C
S-2-300813


Information Technology & Management
Section A: Objective Type & Short Questions (30 Marks)
„h This section consists of Multiple Choice & Short Note type questions
„h Answer all the questions.
„h Part one carries 1 mark each & Part two carries 5 marks each.
Part One:
Multiple Choices:
1. It means data that have been processed in a form that is meaningful and useful to the user.
a. Data
b. Information
c. System
d. None of the above
2. BCR stands for____________
a. Bar code reader
b. Basic code reader
c. Business code reader
d. None of the above
3. Which of the following comes under output devices?
a. Printer
b. Speaker
c. Both (a) & (b)
d. None
4. A trackball is a stationary device related to the_______
a. Keyboard
b. Joystick
c. Mouse
d. All of the above
5. ___________is a volatile memory and everything disappears if power goes off or is turned off
abruptly in the middle of work.
a. RAM
b. ROM
c. CDROM
d. None of the above
6. IC stands for____________
a. Integrated Circuit
b. Information Circuit
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c. Interrelated Circuit
d. None of the above
7. DSS stands for____________
a. Decision Support System
b. Direction Support System
c. Both (a) & (b)
d. None of the above
8. How many characters uses the MICR system?
a. 15 characters
b. 18 characters
c. 24 characters
d. 14 characters
9. One Megabyte contains:
a. 1000 KB
b. 1000 Bytes
c. 1000 MB
d. None of the above
10. The smallest element of data is called_______
a. Byte
b. Bit
c. Giga byte
d. None of the above
Part Two:
1. Write a note on .Cache Memory..
2. List the different types of information systems.
3. Write a short note on .Value Chain Analysis.
4. Discuss peer- to - peer model in distributed computing system.
Section B: Caselets (40 marks)
„h This section consists of Caselets.
„h Answer all the questions.
„h Each caselet carries 20 marks.
„h Detailed information should form the part of your answer (Word limit 200 to 250 words).
Caselet 1
END OF SECTIONA
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It began as a trading site for nerds, the newly jobless, home-bound housewives, and bored retirees to
sell subprime goods: collectibles and attic trash. But eBay (www.ebay.com) quickly grew into a
teeming marketplace of 30 million, with its own laws and norms, such as a feedback system in
which buyers and sellers rate each other on each transaction. When that wasn.t quite enough, eBay
formed its own police force to patrol the listings for fraud and kick out offenders. The company even
has something akin to a bank: Its Paypal payment-processing unit allows buyers to make electronic
payments to eBay sellers who can.t afford a merchant credit card account. ¡§eBay is creating a
second, virtual economy,¡¨ says W. Brian Arthur, an economist at think tank Santa Fe Institute. ¡§It.s
opening up a whole new medium of exchange.¡¨ eBay.s powerful vortex is drawing diverse
products and players into its profitable economy, driving its sellers into the heart of traditional
retailing, a $2 trillion market. Among eBay.s 12 million daily listings are products from giants such
as Sears Roebuck, Home Depot, Walt Disney, and even IBM. More than a quarter of the offerings
are listed at fixed prices. The result, says Bernard H. Tenenbaum, president of a retail buyout firm, is
¡§They.re coming right for the mainstream of the retail business.¡¨ So what started out as a pure
consumer auction market-place is now also becoming a big time business-to-consumer and even
business-to-business bazaar that is earning record profits for eBay.s stockholders. And as the eBay
economy expands, CEO Meg Whitman and her team may find that managing it could get a lot
tougher, especially because eBay.s millions of passionate and clamorous users demand a voice in all
major decisions. This process is clear in one of eBay.s most cherished institutions: the voice of the
Customer program. Every couple of months, the executives of eBay bring in as many as a dozen
sellers and buyers, especially its high selling ¡§Power Sellers,¡¨ to ask them questions about how they
work and what else eBay needs to do. And at least twice a week, it holds hour-long teleconferences
to poll users on almost every new feature or policy, no matter how small. The result is that users
feel like owners, and they take the initiative to expand the eBay economy ¡V often beyond
management.s wildest dreams. Stung by an aerospace down-turn, for instance, machine-tool shop
Reliable Tools Inc., tried listing a few items on eBay in late 1998. Some were huge, hulking chunks
of metal, such as a $7,000 2,300-pound milling machine. Yet they sold like ice cream in August.
Since then, says Reliable.s auction manager, Richard Smith, the company.s eBay business has
¡§turned into a monster.¡¨ Now the Irwindale (California) shop.s $1 million in monthly eBay sales
constitutes 75% of its overall business. Pioneers such as Reliable promoted eBay to set up an
industrial products marketplace in January that.s on track to top $500 million in gross sales this
year.Then there is eBay Motors. When eBay manager Simon Rothman first recognized a market for
cars on cars on eBay in early 1999, he quickly realized that such high-ticket items would require a
different strategy than simply opening a new category. To jump-start its supply of cars and
customers, eBay immediately bought a collector-car auction company, Kruse International, for $150
million in stock, and later did a deal to include listings from online classifieds site, AutoTrader.com.
Rothman also arranged insurance and warranty plans, an escrow service, and shipping and
inspection services.This approach worked wonder. Sales of cars and car parts, at a $5 billion-plus
annual clip, are eBay's single largest market. That has catapulted eBay in front of No. 1 U.S. auto
dealer AutoNation in number of used cars sold. About half of the sellers are brick-and-mortar dealers
who now have a much larger audience than their local area. ¡§eBay is by far one of my better sources
for buyers,¡¨ says Bradley Bonifacius, Internet sales director at Dean Stallings Ford in Oak Ridge,
Tennessee. And for now, the big corporations, which still account for under 5 percent of eBay.s
gross sales, seem to be bringing in more customers then they steal. Motorola Inc., for example,
helped kick off a new wholesale business for eBay last year, selling excess and returned cell phones
in large lots. Thanks to the initiative of established companies such as Motorola, eBay.s wholesale
business jumped ninefold, to $23 million, in the first quarter.As businesses on eBay grow larger,
they spur the creation of even more businesses. A new army of merchants, for example, is making a
business out of selling on eBay for other people. From almost none a couple of years ago, these so
called Trading Assistants now number nearly 23,000. This kind of organic growth makes it
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IIBM Institute of Business Management
exceedingly though to predict how far the eBay economy can go. Whitman professes not to know.
¡§We don.t actually control this,¡¨ she admits. ¡§We are not building this company by ourselves. We
have a unique partner ¡V million of people.¡¨
Questions:
1. Why has eBay become such a successful and diverse online marketplace? Visit the eBay website
to help you answer, and check out their many trading categories, specialty sites, international
sites, and other features.
2. Why do you think eBay has become the largest online/offline seller of used cars, and the largest
online seller of certain other products, like computers and photographic equipment?
Caselet 2
It.s no secret that somewhere in a back room in the typical Fortune 500 company, there.s a team of
analytical wizards running sophisticated data mining queries that mine for gems such as data about
about the company.s best customers ¡V those top 20 percent of clients that produce 80 percent of the
company.s profits. These jewels can be a business.s most valuable intellectual property, which
makes them very valuable to competitors. What.s to prevent that data set from walking out the door
or falling into the wrong hands? Sometimes, not much. Many companies lack the internal controls to
prevent that information from leaking. The problem is that such data is as hard to protect as it is to
find. Owens & Minor Inc. (www.ownes-minor.com), a $4 billion medical supplies distributor,
counts some of the nation.s largest health care organizations among its customers. In late 1996, it
started mining data internally using business intelligence software from Business Objects SA. ¡§From
the beginning, we were aware of security issues around this strategic information about our
operations,¡¨ says Don Stoller, senior director of information systems at Owens & Minor. ¡§For
example, a sales executive in Dallas should only have access to analyses from his region.¡¨ It is
always possible that someone who has legitimate access will abuse that trust, but companies can
minimize that potential by strictly limiting access to only those who need it. thus, Owens & Minor
uses role-level security functions that clearly define who has access to which data. ¡§This meant we
had to build a separate security table in our Oracle database,¡¨ says Stoller. A few years later, when
the company wanted to open its systems to suppliers and customers, security became even more
important. In 1998, Owens & Minor moved quickly to take advantage of Web-intelligence software
from Business Objects that.s designed to Web-enable business intelligence systems. The result was
Wisdom, an extranet Web portal that lets Owens & Minor.s suppliers and customers access their
own transactional data and generate sophisticated analyses and reports from it.¡§It business-tobusiness
transactions, security is key,¡¨ says Stoller. ¡§We had to make absolutely sure that Jhonson &
Jhonson, for example, could not see any 3M.s information. This meant we had to set up specific
customer and supplier security tables, and we had to maintain new, secured database views using the
Oracle DBMS and Business Objects.¡¨Wisdom was such a success that Owens & Minor decided to
go into the intelligence business with the launch of wisdom2 in the spring of 2000. ¡§We capture data
out of a hospital.s materials management system and load it into our data warehouse,¡¨ Stoller
explains. A hospital can then make full use of its business-intelligence software to mine and analyze
purchasing data. Owens & Minor receives a licensing and maintenance fee for the services.Layers of
security and encryption require a considerable amount of overhead data for systems administration.
Both Stoller and Michael Rasmussen, an analyst at Giga Information Group, say that.s the main
reason security concerns about business intelligence are often swept under the carpet. The issues of
authentication (identifying the user) and authorization (what things the user is allowed to do) must
be addressed, usually across different applications, Rasmussen says, adding, ¡§Systems
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IIBM Institute of Business Management
administration can be a real nightmare.¡¨¡§We are going through some of this,¡¨ says David Merager,
director of Web services and corporate applications at Vivendi Universal Games Inc.
(www.vugames.com). ¡§Our business intelligence needs more security attention.¡¨ Business
intelligence reports come from two systems: an Oracle-based for budgets on a Microsoft SQL Server
database. The heart of the business intelligence system consists of Microsoft.s OLAP application
and software from Comshare Inc. that provides the Web-based front end for the analytics. ¡§Our
budget teams use these reports to do real-time analyses,¡¨ says Merager. Rodger Sayles, manager
of data warehousing at Vivendi Universal, says one way to secure such a system is to assign roles to
all users within the Microsoft application. Roles determine precisely what a user is allowed to see
and do and are usually managed within a directory. If your computing architecture is amenable to a
single, centralized directory that supports roles, this may be an attractive solution. ¡§The problem is
that once you have over 40 distinct roles, you run into performance issues, and we have identified
about 70 user roles,¡¨ Sayles explains. He says there.s way around this difficulty. ¡§I think we are
going to use a combination of Web portals and user roles. A user would sign on through a particular
Web portal, which would effectively place the user in a role category. This reduces the overhead
burden on the application,¡¨ says Sayles.
Questions:
1. Why have developments in IT helped to increase the value of the data resources of many
companies?
2. How can companies use IT to meet the challenges of data resources security?
Section C: Applied Theory (30 marks)
„h This section consists of Long Questions.
„h Answer all the questions.
„h Each question carries 15 marks.
„h Detailed information should form the part of your answer (Word limit 150 to 200 words).
1. Explain distributed systems. What are the advantages and disadvantages of distributed systems?
2. What do you mean by database? List the different types of database model.
END OF SECTION B
END OF SECTIONC
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IIBM Institute of Business Management
Examination Paper MM.100
Database Management Systems
Section A: Objective Type & Short Questions (30 Marks)
„h This section consists of Multiple Choice and Short answer type questions.
„h Answer all the questions.
„h Part one carries 2 marks each & Part Two carries 5 marks each.
Part One:
Multiple choices:
1. A collection of related sets of data items along with necessary data/ information associated with
it.
a. Data
b. Information
c. Process
d. Database
2. ___________connects computers which are very remotely placed.
a. Local Area Network
b. Wide Area Network
c. Both (a) & (b)
d. None
3. A column in a table is called__________
a. Field
b. Record
c. Tuple
d. Link
4. DDL stands for ___________
a. Data Definition Language
b. Data Decision Language
c. Database Definition Language
d. None
5. SQL stands for ___________
a. Structured Query Language
b. Statement Query Language
c. Strict Query language
d. None
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IIBM Institute of Business Management
Part Two:
1. List the different types of DBMS.
2. Differentiate between .DBMS. and .RDBMS..
3. What do you mean by .Data Dictionary.?
4. Differentiate between discretionary access control and mandatory access control.
Section B: Caselets (40 marks)
„h This section consists of Caselets.
„h Answer all the questions.
„h Each Caselet carries 20 marks.
„h Detailed information should form the part of your answer (Word limit 200 to 250 words).
Caselet 1
Database management system is the complex software which is aimed at the management of the
information stored in the database effectively. A high-quality management system helps organize,
manipulate, transform, store, retrieve and create data professionally. It is important that the whole
information kept in the database could be accessible, manageable, and easy for manipulation. A
successful DBMS should possess a strict logical structure, which enables everyone to find the required
data easily. The high-quality management system gives the opportunity for the user to change the
required information without any harm to the whole application. Database management systems are
extremely important today, because the humanity lives in the age of information and the whole
information is kept in databases which require professional skilful management and flexibility.
Every organization, private and public, connected with business or not possesses the necessary
information which is essential for its proper functioning. The information is supposed to be stored in
security and only the employees of an organization can have access to it. The idea of a good database
management system is to make the work of an organization easier, faster and of higher quality,
because the easier and the faster the access to the data is, the faster the work will be. Moreover, if the
information becomes out-of-date, the experts can modify it and introduce the necessary changes to
make it valid.
1. What are the roles of a database in present scenario?
Caselet 2
The most dramatic advance of the past decade in software technology has been the development of
database management systems (DBMS). There is little question about the potential of these systems
for enhancing system support to managers and users while reducing design, structuring, and
END OF SECTION A
Examination Paper of Information Technology
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IIBM Institute of Business Management
maintenance problems. Database systems also provide a way of improving information system
flexibility by decoupling user-oriented data structures from physical storage methods. In spite of the
vast potential of database management systems, the information systems community has not reacted
with the total enthusiasm that might have been expected. Significant resistance has been encountered
in some organizations, both from users, systems managers, and programming staff members. Although
the literature on the features of database systems is substantial, there is little discussion of resistance
problems encountered during the actual implementation and use of these systems in organizations. The
purpose of this panel is to examine issues related to resistance toward DBMS in organizations. The
panel members, each of whom is experienced in this area, will examine a number of organizational,
technical, and application issues pertinent to the problem of resistance. The discussion will focus on
why this resistance has occurred and how, if at all possible, it could have been avoided. Both
behavioral and technical issues will be examined. This session should be of interest to both the
practitioner and theorist alike. Database management systems are collectively the most significant
software product advance in the last decade. There is little question about the potential of these
systems for improving data management in organizations. Yet not all persons show a level of
enthusiasm for these systems that their capabilities would merit. Users and systems persons alike have
been known to resist acquisition and/or introduction of database management systems, sometimes
strongly. In the discussion that follows, the problem of resistance as it applies to database management
systems is introduced. The intent is to raise issues for research and investigation rather than to provide
concrete answers to problems.
1. Discuss various anomalies in databases. How would you improve data management in
organizations?
Section C: Applied Theory (30 marks)
„h This section consists of Long Questions.
„h Answer all the questions.
„h Each question carries 15 marks.
„h Detailed information should form the part of your answer (Word limit 150 to 200 words).
1. What do you understand by relational data model? Explain relational constraints and relational
database schemas
2. What are the similarities and dissimilarities in the software development life cycle and database
development life cycle?
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END OF SECTION B
END OF SECTION C


Enterprise Resource Planning Professional
Guidelines for paper
„h Total No. of Questions is 100.
„h The minimum passing marks is 40%.
„h Each Question carries 1 mark.
„h Answer all the Questions.
Multiple Choices:
1. Enterprise resource planning is_______
a) Computer System
b) Manufacturing Organization
c) Method of effective planning of all the resources in an organization
d) None of the above
2. Enterprise resource planning vendors are those people_________
a) Who are experts in administration and management of project
b) Who have developed the ERP package
c) Who uses the ERP system
d) None of the above
3. The objectives of ERP ____________
a) Provide support for all variations best business practices
b) Enable implementation of these practices
c) Empower the customer to modify the implemented business process
d) All of the above
4. Which of the followings not the advantages of ERP________
a) ERP eliminates duplication of work
b) Reduce overheads, lead type, cycle time and work in progress
c) Customization of the ERP software is limited
d) Help to achieve competitive advantage
5. EDI stands for__________________
a) Electronic digital interface
b) Electronic data interchange
c) Enterprise data interface
d) None of these
6. A____________________ tool use to quickly develop quality database design by reusing commonly
available data models which are applicable to the enterprises requirements and customizing the details
for the application at hand.
a) Integrated data model
b) Integrated management information system
c) Business process re-engineering
d) Supply chain management
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7. GUI stands for ____________________
8. Support re-engineering processes to fit the software systems best practice is approach of :
a) Re-engineering approach
b) Customizing approach
c) Rational approach
d) None of the above
9. The full set of capabilities needed to manage, schedule, pay and hire people who make the
company run includes payroll, benefits administration, applicant data administration called_______
a) Finance accounting
b) Human resources
c) Sales and distribution
d) Manufacturing and logistics
10. POS stands for_________________
11. The interface which interacts which interacts with human beings, other systems, and the internet
happens in this layer,
a) Presentation interface
b) Database interface
c) Client interface
d) Service oriented architecture
12. This layer is where you will write some generic methods to interface with your data.
a) Data tier
b) Business tier
c) Data access tier
d) Presentation logic tier
13. _________________describes commerce transaction between businesses, such as between
a manufacturer and a wholesaler, or between a wholesaler and a retailer.
a) B2B
b) B2C
c) E-commerce
d) None of these
14. A conceptual tool that contains a set of elements and their relationships and allows expressing the
business logic of a specific firm.
a) Business process
b) Business engineering
c) Business model
d) All of these
15. Which one of the following is not come under the 3 forces of ERP?
a) Customer
b) Cost
c) Competition
d) Change
16. SDLC stands for_____________________
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17. The approaches, where all modules of ERP package are implemented at one go across all business
units of the organization.
a) Big bang approach
b) Pilot approach
c) Phased approach
d) None of these
18. ERP lifecycle starts from a)
Project planning
b) Project execution
c) Project initiation
d) Project closure
19. Which of the following is a phase of ERP implementation life cycle in which custom
code Construction and unit testing by the programming team is primarily involved?
a) Analysis phase
b) Design phase
c) Implementation phase
d) Construction phase
20. In the term supply chain management what is the meaning of ¡§Chain¡¨.
a) Providing goods, services and knowledge
b) Infers pro-activity
c) Across several entities that are linked
d) Both a &b
21. MRP in Enterprise resource planning stands for a)
Maximum retail price
b) Material requirement planning
c) Management requirement planning
d) None of the above
22. ________________ focuses on the physical movement and storage of goods and material.
a) Supply chain management
b) Material requirement planning
c) Logistics
d) Distribution system
23. The decision, to purchase a product or service from external suppliers, are the basis for the external
supply chain isa)
Internal supply chains
b) External supply chains
c) Both a &b
d) None of these
24. A processes are initiated and performed in anticipation of customer order is known as a)
Pull process
b) Push process
c) Pull/push process
d) All of these
25. Enterprise Resource Planning (ERP) has originated from a)
Material Requirement planning
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b) Supply Chain Management
c) Logistics
d) Business Process Re-engineering
26. DSS stands for_______________
27. CRM Stands for______________
28. Which of the following is not the leading ERP giant?
a) Microsoft
b) UPS ERP
c) SAP ERP
d) E-commerce
29. Which of the following is the market that independently owned market place that brings thousands
of suppliers and buyers to cyber space in a dynamic real time environment?
a) Private Market Place
b) Net Market
c) Both a &b
d) None of the above
30. The Sub-module of ERP system which is capable of planning and implementing procedure for
inspection and quality assurance.
a) Material management
b) Quality Management
c) Production planning and control
d) Project management system
31. Material requirements plan specify a)
The quantities of the product families that need to be produced
b) The quantity and timing of planned order releases
c) The capacity needed to provide the projected output rate
d) The costs associated with alternative plans
32. MRP II is accurately described as a)
MRP software designed for services
b) MRP with a new set of computer programs that execute on micro-computers
c) MRP augmented by other resource variables
d) usually employed to isolate manufacturing operations from other aspects of an
organization
33. Enterprise Resource Planning (ERP) is a)
Severely limited by current MRP computer systems
b) Not related to MRP
c) An advanced MRP II system that ties-in customers and suppliers
d) Not currently practical
34. Distribution Resource Planning (DRP) is
a) A transportation plan to ship materials to warehouses
b) A time-phased stock replenishment plan for all levels of a distribution network
c) A shipping plan from a central warehouse to retail warehouses
d) Material requirements planning with feedback loop from distribution centers
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35. In what way are Distribution Resource Planning (DRP) and Material Requirements Planning
(MRP) similar?
a) Both employ similar logic and procedures.
b) Both are employed i n a manufacturing organization
c) Both work most efficiently with largest lot sizes
d) Both are employed by retail organizations.
36. Which of the following is false concerning enterprise resource planning (ERP)?
a) It attempts to automate and integrate the majority of business processes.
b) It shares common data and practices across the enterprise
c) It is inexpensive to implement.
d) It provides and accesses information in a real-time environment
37. Enterprise resource planning (ERP)-
a) Has been made possible because of advances in hardware and software
b) Uses client/server networks
c) Creates commonality of databases
d) All of the above are true of ERP.
38. Net marketplacea)
Focuses on continuous business process coordination between companies for supply
chain management
b) Operate as independent intermediaries between buyers and sellers
c) Are geared towards short-term sport purchasing
d) Are more relationship oriented and less transaction oriented than private industrial
networks
39. The is the MRP input detailing which end items are to be produced, when they are needed, and in
what quantities.
a) Master production schedule
b) Gross requirements
c) Inventory records
d) Assembly time chart
40. The ______ is the input to Materials Requirements Planning which lists the assemblies, parts and
raw materials needed to produce one unit of final product.
a) Bill of materials
b) Net requirements chart
c) Inventory records
d) Assembly time chart
41. The software architecture where architecture where functionality is grouped around business
processes and packaged as interoperable services.
a) Database interface
b) Proxy layer
c) Service oriented architecture
d) FA module
42. The area of_______________ concerns movement of a finished product to customers.
a) Material requirement planning
b) Supply chain management
c) Physical distribution
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d) Master product scheduling
43. Which of the following function is performed by the different channels of distribution?
a) Product acquisition
b) Product movement
c) Product transaction
d) All of the above
44. Which of the following is the primary unit of analysis for supply chains is the performance cycle?
a) Performance cycle
b) Process cycle time
c) Product movement
d) Distribution system
45. The model that are generally developed for decision support, i.e. to help manager make
better decisions is calleda)
Descriptive model
b) Normative model
c) Forecasting model
d) None of the above
46. Which of the following is come under the process of supply chain management?
a) Customer order cycle
b) Replenishment cycle
c) Manufacturing cycle
d) All of the above
47. The type of supply chain management include suppliers of the immediate supplier and consumer of
the immediate customers, all linked by one or more of the upstream and downstream flow of product
, services known as a)
Basic supply chain.
b) Extended supply chain
c) Both a &b
d) None of these
48. Installing all the computer hardware and related peripherals like printers and networking equipment is
the role ofa)
Role of consultants
b) Role of hardware vendors
c) Role of software vendors
d) Role of users
49. The tool which is use to generate stronger password as system security for their clients is -
a) IFS/Avalon
b) MFG/PRO
c) SAP R/3
d) BAAN IV
50. A blueprint describing various business processes and their interaction and an underlying data model
is known asa)
Business model
b) Business process re-engineering
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c) Enterprise resource planning
d) Material requirement planning
51. TIS stands for_______________
52. BPR stands for_______________
53. The body of knowledge, principles, and disciplines related to the analysis, design, implementation
and operation of all elements associated with an enterprise isa)
Business engineering
b) Business process engineering
c) Business modeling
d) None of these
54. What is the full form of B2C?
a) Business-to-Costing
b) Business-to-consumer
c) Business-to-commerce
d) Business-to-component
55. New technologies in ERP II are a)
E-commerce
b) Web services
c) Knowledge management
d) All of the above
56. The software that can work in combination with other application like SAP, oracle is known as a)
Microsoft
b) SAP ERP
c) People soft ERP
d) UPS ERP
57. The technology areas that apply to ERP system are a)
Database system
b) Communication protocol
c) User interface framework
d) All of these
58. RDBMS stands for_________________
59. SQL stands for_________________
60. The enterprise application which are helpful in ensuring that the information processed reaches the
concerned persona and in the proper time and place is known asa)
Management information systems
b) Information integrated systems
c) Executive information systems
d) None of the above
61. Computer-to-computer direct transfer of standard business documents through electronic media
between the firms is calleda)
EDI
b) ERP
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c) MRP
d) Net market
62. Which of the following is the middle tier layer of the ERP system architecture?
a) Presentation layer
b) Application layer
c) Database layer
d) Network layer
63. What is the full form of RFID a)
Rational frequency identification
b) Radio functional identification
c) Radio frequency identification
d) All of the above
64. SOA stands for_________________
65. The act of breaking up large, monolithic ERP system into components that would work together is a)
Componentization
b) Mobility
c) Quality function deployment
d) None
66. _________________ ERP services help the companies to keep track on what is going on is called a)
Web-enable ERP
b) E-business
c) Electronic data interchange
d) All of these
67. A set of logically related business activities that combine to deliver something of value (e.g.
products, goods, services, or information ) to a customer is called:
a) Business process engineering
b) Business process
c) Business process re-engineering
d) 1Business model
68. Which of the following is the principle of business engineering?
a) Increased speed and efficiency
b) Faster communication of information
c) Reduction of barriers to fast
d) All of the above
69. TQM stands for_________________
70. Which of the following is not come under the diagrammatic representation of the business model?
a) Business strategy
b) Business Engineering
c) Business model
d) MIS
71. IFS application support mixed-mode manufacturing at multiple sites, with multiple currencies and
languages.
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a) True
b) False
72. ERP is a business strategy and a set of industry-domain-specific application that build customer and
shareholder value by enabling and optimizing enterprise and inter-enterprise operational and
financial processes.
a) True
b) False
73. Industrial and finance systems, also known as IFS.
a) True
b) False
74. Which of the following are the essential elements of ERP system?
a) Time constraint in respect to the organization function
b) Product architecture
c) Maintainability and up gradation
d) All of the above
75. The challenges which are faced during selection of ERP are-.
a) Customizable and predefined modules
b) Resorting to an external body for ERP services
c) Application service provider
d) All of the above
76. The importance of up gradation and maintenance is not as important as the setting up of the
organization.
a) True
b) False
77. Modularity is a general system concept, typically defined as a continuum describing the degree to
which a system¡¦s components may be separated and recombined.
a) True
b) False
78. The logical culmination of the process is the creation of a final selection and a project charter.
a) True
b) False
79. Which one of the following is a bundle of package interfaced together to transfer data from one to
the other?
a) Upgrading
b) Modularity
c) ERP outsourcing
d) Interface package
80. Customization is an integral part of ERP solution, in which crucial decision needs to be taken by
the organization as it is detrimental in ERPs success.
a) True
b) False
81. SAP is both the name of the company and the ERP package.
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a) True
b) False
82. Production planning and control is the sub-module of ERP system which support both discrete and
process manufacturing processes.
a) True
b) False
83. Ramco Marshal Product is suitable for small and medium enterprises without any industry specific
solution.
a) True
b) False
84. Baan software is an integrated solution manufacturing, distribution, finance and
transportation, service, project and orgware modules.
a) True
b) False
85. Analysis should start off with strategy alignment which should align the project with strategic goals
of the enterprise.
a) True
b) False
86. In pilot approach implementation is phased out according to the modules of the package, e.g.
finance implementation, followed by materials management, etc.
a) True
b) False
87. The implementation stage performs the last few critical activities necessary for system
live-processing.
a) True
b) False
88. CSFs stand for critical successes factors.
a) True
b) False
89. Many factors need to be reviewed during an audit to ensure security and privacy in an ERP system.
a) True
b) False
90. Material management is a sub-module of ERP system which support the activities associated
with planning and performing repairs and preventative maintenance.
a) True
b) False
91. Proxy layer is a layer which acts on behalf of the distributed logic layer to provide access to the next
tier, the business tier.
a) True
b) False
92. ERP model provide a suitable framework to refocus application effort for greater enterprise
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integration and opportunities for collaboration.
a) True
b) False
93. Oracle application is the ERP package which is developed by Oracle Corporation.
a) True
b) False
94. To understand the client requirements, business processes, company standards, the specific
systems IT environment as well as approach that will be used is the main goal of a)
Project team creation
b) Offshore process definition
c) Offshore simulation
d) Onsite to offshore knowledge transition
95. MRP I was a method for production planning and scheduling suited to the low performance systems
in 1970s.
a) True
b) False
96. Concurrent engineering is a systematic approach to integrated product development that emphasizes
the response to customer expectation.
a) True
b) False
97. Product acquisition means store large amount of materials for rapid delivery to a customer.
a) True
b) False
98. Procurement involves five activities: sourcing, order placement and expediting, supplier
relationship, transportation and receiving.
a) True
b) False
99. Which of the following are the types of logistics?
a) Inbound logistic
b) Outbound logistic
c) Both a &b
d) None of these
100. The functions associated with the materials functions include:
a) Procurement
b) Make or buy
c) Inventory management
d) All of the above
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Enterprise Resource Planning
Subject Code-C102
Section A: Objective Type & Short Questions (30 marks)
„h This section consists of Multiple Choice questions & Short Answer type questions.
„h Answer all the questions.
„h Part one questions carry 1 mark each & Part Two questions carry 5 marks each.
Part One:
Multiple Choices:
1. Enterprise Resource Planning is:
a. Computer System
b. Manufacturing organization
c. Method of effective planning of all the resources in an organization
d. None of the above
2. Enterprise Resource Planning vendors are those people:
a. Who are experts in administration and management of projects
b. Who have developed the ERP packages
c. Who uses the ERP system
d. None of the above
3. Interviewing and cost justification is tool and technique of:
a. Design step of ERP
b. Implementation step of ERP
c. Requirement analysis of ERP
d. Planning step of ERP
4. Support re-engineering processes to fit the software systems best practice is approach of:
a. Re-engineering approach
b. Customizing approach
c. Rational approach
d. None of the above
5. Process of tracking customer contacts and providing the customer with a price quote is:
a. Inventory sourcing
b. Sales order processing
c. Pre-sales
d. None of the above
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6. The difficulty in creating an audit trial of transactions when multiple transactions use multiple
database is associated with:
a. Product profitability sub-system
b. Finished goods inventory sub-system
c. Management reporting sub-system
d. Creating an audit trial sub-system
7. Differences occur between standard costs and actual costs is problem associated with:
a. Accounting
b. Production
c. Purchasing / Materials Management
d. None of the above
8. MRP in Enterprise resource planning stands for:
a. Maximum retail price
b. Material requirement planning
c. Management requirement planning
d. None of the above
9. Process of providing status of purchase order comes in a category of:
a. Purchase order follow-up
b. Source determination
c. Determine requirement
d. Invoice verification
10. Resource failure occurs when:
a. People clashes
b. Inability to communicate with the system user
c. Poor specification of requirements
d. Conflicts of people, time and project scope due to insufficient personnel
Part Two:
1. What are the advantages of the re-engineering method of implementing ERP?
2. What are the benefits reported from implementing ERP?
3. Write a short note on ¡§Credit Management¡¨.
4. Define Material Requirements Planning.
END OF SECTION A
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Section B: Caselets (40 marks)
„h This section consists of Caselets.
„h Answer all the questions.
„h Each Caselet carries 20 marks.
„h Detailed information should form the part of your answer (Word limit 150 to 200 words).
Caselet 1
Tech Knowledge is a start-up founded in 1997 by Robert Thyer. The company is a distributer of
presentation technologies, including computer based projection systems, video equipment, and
display technologies. The firm has 25 employees and does $5 million in sales. It is growing rapidly.
The owner, Robert Thyer, would like to net source the back-office functions of the firm because the
company does not have an internal IT capability. The applications to be net sourced would include
sales and distribution, financial accounting, and inventory management.
Tech Knowledge would like to source SAP or another ERP vendor via a hosting arrangement. It
does not expect to do much customization, and it does not have any legacy systems.
Questions:
1. What factors should it use to evaluate each of these potential hosts?
2. What controls should be in place to monitor the hosting arrangement?
Caselet 2
ITM is a company specializing in network implementation and management. It provides networking
services to mid-sized companies, which do not have an internal networking analyst or IT, manager.
These organizations include real estate companies, law offices, medical practices, architectural /
engineering firms, construction companies, business services providers, country clubs, community
organizations, and churches.
ITM uses a legacy accounting system to handle its financial accounting and financial management
functions. It has added on a billing package for client services. The next step is to obtain a CRM
capability to manage information about current and prospective customers more effectively.
You have been assigned to identify potential sources for a net-sourcing arrangement with an ERP
vendor, which provides CRM capabilities.
Questions:
1. Identify potential sources of software.
2. Determine five criteria you will recommend be used to evaluate each of alternative providers.
END OF SECTION B
Examination Paper of Enterprise Resource Planning
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Section C: Applied Theory (30 marks)
„h This section consists of Applied Theory Questions.
„h Answer all the questions.
„h Each question carries 15 marks.
„h Detailed information should form the part of your answer (Word limit 200 to 250 words).
1. Explain in brief Sales and Marketing Modules in ERP System.
2. What are the different development process in ERP systems and write a detailed note on it?
END OF SECTION C
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Project Management
Subject Code-C101
Section A: Objective Type & Short Questions (30 marks)
„h This section consists of Multiple Choice questions & short questions.
„h Answer all the questions.
„h Part one questions carry 1 mark each & Part Two questions carry 5 marks each.
Part One:
Multiple Choices:
1. A ________________ is a temporary endeavor undertaken to create a unique product,
service, or result.
a) Program
b) Process
c) Project
d) Portfolio
2. Which of the following is not a potential advantage of using good project management?
a) Shorter development times
b) Higher worker morale
c) Lower cost of capital
d) Higher profit margins
3. Which of the following is not an attribute of a project?
a) Projects are unique
b) Projects are developed using progressive elaboration
c) Projects have a primary customer or sponsor
d) Projects involve little uncertainty
4. Which of the following is not part of the triple constraint of project management?
a) Meeting scope goals
b) Meeting time goals
c) Meeting communications goals
d) Meeting cost goals
5. The first stage of any project isa)
Proposal
b) Conceptualization
c) Implementation
d) Management
6. __________________ is the application of knowledge, skills, tools and techniques to project
activities to meet project requirements.
a) Project management
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b) Program management
c) Project portfolio management
d) Requirements management
7. Project portfolio management addresses ____________________ goals of an organization
while project management addresses _________________ goals.
a) Strategic, tactical
b) Tactical, strategic
c) Internal, external
d) External, internal
8. Several application development projects done for the same functional group might best be
managed as part of aa)
Portfolio
b) Program
c) Investment
d) Collaborative
9. Which of the following is not one of the top ten skills or competencies of an effective project
manager?
a) People skills
b) Leadership
c) Integrity
d) Technical skills
10. A _________________ is a series of actions directed towards a particular result.
a) Goal
b) Process
c) Plan
d) Project
Part Two:
1. Explain the phases of project lifecycle?
2. Discuss the roles & responsibilities of project leader.
3. What are the key attributes of quality? Discuss.
4. List the element of pre-feasibility study.
END OF SECTION A
Examination Paper of Project Management
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Section B: Caselets (40 Marks)
„h This section consists of Caselets.
„h Answer all the questions.
„h Each caselet carries 20 marks.
„h Detailed information should form the part of your answer (Word limit 150 to 200 word
Caselet 1
PRINCE2 has many excellent ideas for project management, but I think its approach to quality is at best
weak and at worst entirely inappropriate. My first grip is that PRINCE2 redefines what the word quality
usually means. My dictionary defines it as ¡§Degree or standard of excellence, especially a high standard.¡¨
If I have bought myself a quality car, I have probably purchased something like a Mercedes or Rolls
Royce. PRINCE2.s definition is something that is ¡§fit for purpose¡¨ of satisfying stated needs. So for
example, according to PRINCE2, my land rover is a quality product, it.s not luxurious but, as a keen skier,
I can use it to haul equipment to the Alps each year. This re-definition of the word quality often confuses
people before they even look at the detail.
At the beginning of a PRINCE2 project, you agree with the customer a set of measurable attributes about
the products you will build. These are called acceptance criteria. Later, when you deliver the products, the
client will only sign them off it they conform to these criteria. This assumes the client knows what they
want. They often don.t. When Henry ford was designing the model T car, he was asked why he didn.t
consult with potential users, he replied, ¡§if I had asked people what they wanted, they would have said
faster horses¡¨
User. not knowing what they want is often a problem in ground breaking projects. People in the early
19900s knew they wanted to get places faster, but their idea on how to achieve this was limited by their
own experience. Another example is the project to create the iPhone. Steve jobs did not consult with the
potential users. Instead he went through many iterations of building prototypes, playing with them,
decoding what worked and what did not until he ended up with the final design.s
So this idea in PRINCE2.s quality theme, that you can simple ask a group of potential users at the outset,
to specify what products they want, does not always work. PRINCE2 defines a project as a piece of work
that is unique. The more unique and ground breaking it is, the more difficult it becomes to define exactly
what is required at the end. Project work is a creative process. Sometimes it takes trial and error and a
certain amount of vision to create something the end users will eventually be satisfied with.
As I said at the outset, PRINCE2 has many useful ideas. But the quality theme should be used with
caution. In groundbreaking projects, they can hinder the creation of products the client is going to be
satisfied with.
Questions:
1. What is the major problem in ground breaking projects?
Caselet 2
An overseas government agency with a base in china contacted acorn consulting in preparation for a
special project event held in 2012. The annual event, that represents one of the most significant
opportunities for foreign business in china, achieved sales valued at $20.6 billion in 2009, and acorn client
is the 2010 host nation. For an event to be successful the team will require meticulous preparation, months
of planning and a coordination and clinical team effort from all involved.
Client objectives
Acorn consulting was asked to provide a 1 day indoor team building and project alignment session
program for 50 senior.s staff from an overseas government agency with staff from Guangzhou, Hong
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Kong, Chengdu and Kunming. The participants were comprised of both local and overseas staff. The
objective of the program was to achieve the following:
„h To foster a higher degree of cooperation, buy-in and team spirit between staff
„h Create excitement and positive energy for the huge team project to be carried out later during the year
„h To explore issues that will challenge the project.s success and workshop ways to overcome them
Solution
Acorn.s solution was to hold 2 separate half day session. The first half day was an interactive workshop
whereby participants analyzed and discussed the key elements of high performing team including, problem
solving, team dysfunction and the drivers of the project success.
The second half day session was devoted to a specifically designed team building event requiring
participants to divide into smaller groups and cooperate with others groups to complete a final project.
This .mini project. illustrated the ingredients of success and highlighted the challenges discussed in the
previous half day workshop.
Outcome
Participants thoroughly enjoyed the events and where highly motivated and enthusiastic about completing
their upcoming organization projects. Participants were better able understand and experience the
importance of every individual.s role in high performing team. The team members are aware of the pitfalls
the project team can face and have the tools and understand to avoiding these obstacles.
Questions:
1. Do you think Acorn.s solution was good? Why or why not?
2. What are the objective of the of project alignment session program?
END OF SECTION B
Section C: Applied Theory (30 Marks)
„h This section consists of Long Questions.
„h Answer all the questions.
„h Each question carry 15 marks each.
„h Detailed information should from the part of your Answer (Word limit 200 to 250 words)
1. Define project planning and explain the project planning process?
2. Define project risk and explain different types of techniques used to reduce project risk?
END OF SECTION C
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Human Resource Management
Subject Code-B102
Section A: Objective Type & Short Questions (30 marks)
„h This section consists of Multiple Choice and Short Answer type questions.
„h Answer all the questions.
„h Objective Question carries 1 mark each &Short Question carries 5 marks each.
Part One
Multiple Choices:
1. It is a cultural attitude marked by the tendency to regard one¡¦s own culture as superior to others
a. Geocentrism
b. Polycentrism
c. Ethnocentrism
d. Egocentrism
2. It is the systemic study of job requirements & those factors that influence the performance of
those job requirements
a. Job analysis
b. Job rotation
c. Job circulation
d. Job description
3. This Act provides an assistance for minimum statutory wages for scheduled employment
a. Payment of Wages Act, 1936
b. Minimum Wages Act, 1948
c. Factories Act, 1948
d. Payment of Gratuity act, 1972
4. __________ is the actual posting of an employee to a specific job
a. Induction
b. Placement
c. Attrition
d. None
5. Broadening an individual¡¦s knowledge, skills & abilities for future responsibilities is known as
a. Training
b. Development
c. Education
d. Mentoring
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6. Change that is designed and implemented in an orderly and timely fashion in anticipation of
future events
a. Planned change
b. Technology change
c. Structural change
d. None
7. It is a process for setting goals and monitoring progress towards achieving those goals
a. Performance appraisal
b. Performance gap
c. Performance factor
d. Performance management system
8. A method which requires the rates to provide a subjective performance evaluation along a scale
from low to high
a. Assessment centre
b. Checklist
c. Rating scale
d. Monitoring
9. It is the sum of knowledge, skills, attitudes, commitment, values and the liking of the people in an
organization
a. Human resources
b. Personal management
c. Human resource management
d. Productivity
10. A learning exercise representing a real-life situation where trainees compete with each other to
achieve specific objectives
a. Executive development
b. Management game
c. Programmed learning
d. Understudy
Part Two:
1. What is the importance of Career Planning in industry?
2. List the various features of HRM.
3. How can you explain the concept of Performance Appraisal?
4. Differentiate between on- the- job and off- the- job training.
END OF SECTION A
Examination Paper of Human Resource Management
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IIBM Institute of Business Management
Section B: Caselets (40 marks)
„h This section consists of Caselets.
„h Answer all the questions.
„h Each Caselet carries 20 marks.
„h Detailed information should form the part of your answer (Word limit 150-200 words).
Caselet 1
Uptron Electronics Limited, is a pioneering and internationally reputed firm in the electronics
industry. It is one of the largest firm in the country. It attracted employees from internationallyreputed
institute and industries by offering high salaries, perks, etc. It has advertized for the position
of an electronic engineer recently. Nearly 150 candidates applied for the jobMr. Sashidhar, an
electronics Engineering Graduate from the Indian Institute Of Technology with 5 years working
experience in a medium sized electronics firm, was selected from among the 130 candidates who took
tests and interview. The interview board recommended an enhancement in his salary by Rs 5,000
more than his present salary at his request. Mr Sashidhar was very happy to achieve this and he was
congratulated by a number of people including his previous employer for his brilliant interview
performance, and wished him good luck.
Mr Sashidhar joined Uptyron Electronics Ltd., on 21st January, 2002, with greater enthusiasm. He
also found his job to be quite comfortable and a challenging one and he felt it was prestigious to work
with this company during the formative years of his career. He found his superiors as well as
subordinates to be friendly and cooperative. But this climate did not live long. After one year of his
service, he slowly learnt about a number of unpleasant stories about the company, management, the
superior subordinate relations, rate of employee turnover, especially at higher level But he decided to
stay on as he has promised several things to the management in the interview. He wanted to please
and change the attitude of management through his diligent performance, firm commitment and
dedication. He started maximizing his contributions and the management got the impression that Mr.
Sashidhar had settled down and will remain in the company.
After some time, the superiors started riding rough- shod over Mr Sashidhar. He was overloaded with
multifarious jobs. His freedom in deciding and executing was cut down. He was ill treated on a
number of occasions before his subordinates. His colleagues also started assigning their
responsibilities to Mr Sashidhar. Consequently there were imbalances in his family life and
organizational life. But he seemed to be calm and contented. Management felt that Mr Sashidhar had
the potential to bear with many more organizational responsibilities.
So the general manager was quite surprised to see the resignation letter of Mr Sashidhar along with a
cheque equivalent to a month¡¦s salary one fine morning on 18th January, 2004. The General Manager
failed to convince Mr Sashidhar to withdraw his resignation. The General Manager relieved him on
25th January, 2004. The General Manager wanted to appoint a committee to go into the matter
immediately, but dropped the idea later.
Questions:
1. What is wrong with the recruitment policy of the company?
2. Why did Mr. Sashidhar¡¦s resignation surprise the General Manager?
Examination Paper of Human Resource Management
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Caselet 2
The contexts in which human resources are managed in today's organizations are constantly,
changing. No longer do firms utilize one set of manufacturing processes, employ a homogeneous
group of loyal employees for long periods of time or develop one set way of structuring how work is
done and supervisory responsibility is assigned. Continuous changes in who organizations employ
and what these employees do require HR practices and systems that are well conceived and
effectively implemented to ensure high performance and continued success.
1. Automated technologies nowadays require more technically trained employees possessing
multifarious skills to repair, adjust or improve existing processes. The firms can't expect these
employees (Gen X employees, possessing superior technical knowledge and skills, whose attitudes
and perceptions toward work are significantly different from those of their predecessor organizations:
like greater self control, less interest in job security; no expectations of long term employment;
greater participation urge in work activities, demanding opportunities for personal growth and
creativity) to stay on without attractive compensation packages and novel reward schemes.
2. Technology driven companies are led by project teams, possessing diverse skills, experience and
expertise. Flexible and dynamic organizational structures are needed to take care of the expectations
of managers, technicians and analysts who combine their skills, expertise and experience to meet
changing customer needs and competitive pressures.
3. Cost cutting efforts have led to the decimation of unwanted layers in organizational hierarchy in
recent times. This, in turn, has brought in the problem of managing plateau employees whose careers
seem to have been hit by the delivering process. Organizations are, therefore, made to find alternative
career paths for such employees¡¦
4. Both young and old workers, these days, have values and attitudes that stress less loyalty to the
company and more loyalty to oneself and one's career than those shown by employees in the past,
Organizations, therefore, have to devise appropriate HR policies and strategies so as to prevent the
flight of talented employees
Question:-
1. Discuss that technological breakthrough has brought radical changes in HRM.
END OF SECTION B
Section C: Applied Theory (30 marks)
„h This section consists of applied theory Questions.
„h Answer all the questions.
„h Each question carries 15 marks
„h Detailed information should form the part of your answer (Word limit 150-200 words).
1. Several types of interviews are commonly used depending on the nature & importance of the
position to be filled within an organization. Explain the different types of Interviews.
2. How would you explain Organizational Change and Development?
END OF SECTION C
S-2-250613

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Strategic Management
Section A: Objective Type & Short Questions (30 marks)
„h This section consists of multiple choice & Short Notes type questions.
„h Answer all the questions.
„h Part one questions carry 1 mark each & Part two questions carry 5 marks each.
Part One:
Multiple choices:
1. A plan of action designed to achieve a particular goal is:
a. Tactic
b. Strategy
c. Financial benefits
d. None of the above
2. It is important to develop mission statement for:
a. Allocating organizational resources
b. Provide useful criteria
c. Company creed
d. Customer orientation
3. The five forces model was developed by :
a. Airbus
b. Karin Larsson
c. Michael E.Porter
d. Boeing
4. How many elements are involve in developing in an organizational strategy:
a. Six
b. Two
c. Four
d. Nine
5. The three important steps in SWOT analysis are:
a. Identification, Conclusion, Translation
b. Opportunities, Threats, Strengths
c. People, Corporate cultures, Labour
d. Power, Role, Task
6. GE matrix consists of how many cells?
a. Nine cells
b. Six cells
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c. Eight cells
d. Three cells
7. Which of these is the type of Games:
a. Simultaneous Games
b. Sequential Games
c. Repeated Games
d. All of the above
8. SBU stands fora.
Simple Basic Unit
b. Strategic Basic Unit
c. Strategic Business Unit
d. Speed Business Unit
9. The BCG matrix is known as:
a. Growth share matrix
b. Directional policy matrix
c. GE nine-cell matrix
d. Space matrix
10. ______________ specifies sales revenues and selling distribution and marketing costs.
a. Financial budget
b. Sales budget
c. Operating budget
d. Expenses budget
Part Two:
Q. 1 What are the dimensions of Strategic management?
Q. 2 Critically analyze the concept of BCG Matrix.
Q. 3 What is SWOT analysis?
Q. 4 What are the characteristics of Short-term Objectives?
END OF SECTION A
Examination Paper of Strategic Management
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IIBM Institute of Business Management
Section B: Caselets (40 marks)
„h This section consists of Caselets.
„h Answer all the questions.
„h Each Caselet carries 20 marks.
„h Detailed information should form the part of your answer (Word limit 150 to 200 words).
Caselet 1
National Competitive Advantage of IKEA Group, a Swedish company founded in 1943 with its
headquarters in Denmark, is a multinational operator of a chain of stores for home furnishing and
furniture. It is the world.s largest retailer, which specializes, in stylish but inexpensive Scandinavian
designed furniture. At the end of 2005 the IKEA Group of Companies had a total of 175 stores in 31
countries. In addition there are 19 IKEA stores owned and run by franchisees, outside the IKEA store
around the world.
In Sweden, nature and a home both play a big part in people.s life. In fact one of the best ways to describe
the Swedish home furnishing style is to describe nature-full of light and fresh air, yet restrained and
unpretentious.
To match up the artist Carl and Karin Larsson combined classical influences with warmer Swedish folk
styles .They created a model of Swedish home furnishing design that today enjoys world-wide renown. In
the 1950s the styles of modernism and functionalism developed at the same time as Sweden established a
society founded on social equality .The IKEA product range ¡VThe IKEA product range- modern but not
trendy, functional yet attractive, human-centered and child friendly ¡V carries on these various Swedish
home furnishing traditions.
The IKEA Concept, like lots founder, was born in Samaland. This is a part of Southern Sweden where the
soil is thin and poor. The people are famous for working hard, living on small means and using their
heads to make the best possible use of the limited resources they have. This way of doing things is at the
heart of the IKEA approach to keeping prices low.
IKEA was founded when Sweden was fast becoming an example of the caring society, where rich and
poor alike were well looked after. This is also a theme that fits well with the IKEA vision. In order to give
the many people a better everyday life, IKEA asks the customer to work as a partner. The product range is
child-friendly and covers the need of the whole family, young and old. So together we can a better
everyday life for everyone.
In addition to working about around 1,800 different suppliers across the world, IKEA produces many of
its own products through sawmills and factories in the IKEA industrial group, Swedwood.
Swedwood also has a duty to transfer knowledge to other suppliers, for example by educating them in
issues such as efficiency, quality and environmental work.
Swedwood has 35 industrial units in 11 countries.
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Purchasing: IKEA has 42 Trading Service Offices (TSO.s) in 33 countries. Proximity to their suppliers
is the key to rational, long term cooperation. That.s why TSO co-workers visit suppliers regularly to
monitor production, test new ideas, negotiate prices and carry out quality audits and inspection.
Distribution: The route from supplier to customer must be as direct, cost- effective and environmentally
friendly as possible. Flat packs are important aspects of this work: eliminating wasted space means we
can transport and store goods more efficiently. Since efficient distribution plays a key role in the work of
creating the low price, goods routing and logistics are a focus for constant development.
The business Idea: The IKEA business idea is to offer a wide range of home furnishings with good design
and function at prices so low that as many people as possible will be able to afford them. And still have
many left! The company targets the customer who is looking for value and is willing to do a little bit of
work serving themselves, transporting the items home and assembling the furniture for a better price. The
typical IKEA customer is young low to middle income family.
The Competition Advantage: The competition advantage strategy of IKEA.s product is reflected through
IKEA.s success in the real industry. It can be attributed to its vast experience in the retail market, product
differentiation, and cost leadership.
IKEA Product Differentiation: A wide product range The IKEA product range is wide and versatile in
several ways. First, it.s versatile in function. Because IKEA think customer, shouldn.t have to run from
one small specialty shop to another to furnish their home, IKEA gather plants, living room furnishings,
toys , frying pans, whole kitchens i.e.; everything which in a functional way helps to build a home ¡V in
one place , at IKEA stores.
Second, it.s wide in style. The romantic at heart will find choices just as many as the minimalist at IKEA.
But There is only one thing IKEA don.t have, and that is, the far- out or the over-decorated. They only
have what helps build a home that has room for good living.
Third, by being coordinated, the range is wide in function and style at the same time. No matter which
style you prefer, there.s an armchair that goes with the bookcase that goes with the new extending table
that goes with the armchair. So their range is wide in a variety of ways.
Cost Leadership: A wide range with good form and function is only half the story. Affordability has a part
to play ¡V the largest part. A wide range with good form and function is only half the story. Affordability
has a part to play- the largest part. And the joy of being able to own it without having to forsake
everything else. And the customers help, too, by choosing the furniture, getting it at the warehouse,
transporting it home and assembling it themselves , to keep the price low.
Questions
1. Do you think that IKEA has been successful to utilize Porter.s Five force analysis? Give
reasons.
2. Where do you think can IKEA improve?
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Caselet 2
For ITC Ltd., 2007-2008 continued to be year of quiet growth. Just more launches in its relatively new
segment of non-cigarettes fast moving consumer goods, and solid growth. As in the past few years, ITC.s
non-cigarettes businesses continued to grow at a scorching pace, accounting for a bigger share of overall
revenues. ¡§The non-cigarette portfolio grew by 37.6% during 2006-2007 and accounted during that year
for 52.3% of the company.s net turnover.¡¨ An ITC spokesman said. In fact, over the first three quarters of
2007-08, ITC.s non-cigarette FMCG businesses have grown by 48% on the same period last year,
¡§Indicating that its plans for increasing market share and standing are succeeding.¡¨
The branded packaged foods business continued to expand rapidly, with the focus on snacks range Bingo.
The biscuit category continued its growth momentum with the .Sun feast. range of biscuits launching
.Coconut. and .Nice. variants and the addition of . Sunfeast BenneVita Flaxseed. biscuits. Aashirwad atta
and kitchen ingredients retained their top slots at the national level, with the spices category adding an
organic range. In the confectionery category which grew by 38% in the third quarter, ITC cited AC
Nielsen data it claims market leader status in throat lozenges. Instant mixes and pasta powdered the sales
of its ready to eat foods under the kitchens of India and Aashirwad brands.
In Lifestyle apparel, ITC launched Miss Players fashion wear for young women to compliment its range
for men.
Overall, the biscuit category grew by 58% during the last quarter, ready to eat foods under the kitchens of
India and Aashirwad brands by 63% and the lifestyle business by 26%.
For the Industry, the most significant initiative to watch the ITC foray into premium personal care
products with its Fiama Di Wills range of shampoos , conditioners, shower gels, and soaps. In the popular
segment, ITC has launched a range of soaps and shampoos under the brand name Superia.
Ravi Naware, Chief executive of ITC.s food business was quoted recently as saying that the business will
make a positive contribution to ITC.s bottom line in the next two to three years.
In hotels, ITC.s Fortune Park brand was making the news during the year, with a rapid rollout of first
class business hotels.
In the agri-business segment, the e-choupal network is trying out a pilot in retailing fresh fruits and
vegetables. The e-choupals have already specialized in feeding ITC high quality wheat and potato, among
other commodities grown by farmers with help from e-choupal.
Questions:
Q1. Do you think the progress of ITC Ltd. is realistic?
Q2. After analyzing the above case, do you think every company should aim at cost leadership with high
quality product?
END OF SECTION B
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Section C: Applied Theory (30 marks)
„h This section consists of Applied Theory Questions.
„h Answer all the questions.
„h Each question carries 15 marks.
„h Detailed information should form the part of your answer (Word limit 200 to 250 words).
Q.1. What are the basic principles of Organizational structure? What are the different types of
Organizational structures?
Q.2. What do you understand by SBU? Explain various models of business level strategies
END OF SECTION C
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Production and Operations Management
Subject Code-B107 Section A: Objective Type & Short Questions (30 marks)
„h This section consists of multiple choice & Short Notes type questions.
„h Answer all the questions.
„h Part one questions carry 1 mark each & Part two questions carry 5 marks each.
Part One:
Multiple choices:
1. Production and Operations Management concerns itself with the conversion of:
a. Outputs in to inputs
b. Inputs in to outputs
c. Outputs in to outputs
d. None of the above
2. Continuous Production is
a. The last operation to the finished product
b. The first operation to the finished product
c. The mid operation to the finished product
d. None of the above
3. Independent demand is
a. Demand that is controlled by the company
b. Demand that is controlled by the customer
c. Demand that is not controlled by the company
d. All of the above
4. Enterprise Resource Planning (ERP) has been defined as a
a. Complete Enterprise wide business solution
b. Complete Enterprise narrow business solution
c. a & b
d. None of the above
5. CAD stands for
a. Computer Architecture Design
b. Computer Aided Design
c. Computer Aided Drafting
d. All of the above
6. Delphi method is the most widely used and accurate method of
a. Demand forecasts
b. Exponential forecasts
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IIBM Institute of Business Management
c. Technological forecasts
d. All of the above
7. JIT/Kanban systems help eliminate __________
a. Increase the number of products
b. Increase the amount of raw materials
c. Increase the amount of energy
d. All of the above
8. PPSCS stands for
a. Project Planning Scheduling & Control System
b. Project Planning Sequencing & Control System
c. Production Planning Scheduling & Control System
d. None of the above
9. Process layout is also known as.
a. Group layout
b. Line layout
c. Product layout
d. Functional layout
10. Time study is a ______ technique for recording the times and rate of working
a. Standard times
b. Work measurement
c. Allowances
d. None of the above
Part Two:
1. Define Job Shop Production.
2. What do you understand by .Quality Control.?
3. What do you mean by materiel handling?
4. Define ABC analysis.
END OF SECTION A
Section B: Caselets (40 marks)
„h This section consists of Caselets.
„h Answer all the questions.
„h Each Caselet carries 20 marks.
„h Detailed information should form the part of your answer (Word limit 150 to 200 words).
Examination Paper of Production and Operations Management
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IIBM Institute of Business Management
Caselet 1
Company Background
The Bronson Insurance Group was originally founded in 1900 in Auxvasse, Missouri, by James Bronson.
The Bronson Group owns a variety of companies that underwrite personal and commercial insurance
policies. Annual sales of the Bronson Group are $100 million. In recent years, the company has suffered
operating losses. In 1990, the company was heavily invested in computer hardware and software. One of
the problems the Bronson Group faced (as well as many insurance companies) was a conflict between
established manual procedures and the relatively recent (within the past 20 years) introduction of
computer equipment. This conflict was illustrated by the fact that much information was captured on
computer but paper files were still kept for practical and legal reasons.
File Clerks
The file department employed 20 file clerks who pulled files from stacks, refilled used files, and delivered
files to various departments including commercial lines, personal lines, and claims. Once a file clerk
received the file. Clerks delivered files to underwriters on an hourly basis throughout the day. The average
file clerk was paid $8,300 per year. One special file clerk was used full time to search for requested files
that another file clerk had not been able to find in the expected place. It was estimated that 40 percent of
the requested files were these ¡§no hit¡¨ files requiring a search. Often these ¡§no hit¡¨ files were eventually
found stacked in the requester.s office. The primary ¡§customers¡¨ of the file clerks were underwriters and
claims attorneys.
Underwriting
Company management and operations analysts were consistently told that the greatest problem in the
company was the inability of file clerks to supply files in a speedy fashion. The entire company from top to
bottom viewed the productivity and effectiveness of the department as unacceptable. An underwriter used
20-50 files per day. Because of their distrust of the files department, underwriters tended to hoard often
used files. A count by operations analysts found that each underwriter kept from 100-200 files in his or her
office at any one time. An underwriter would request a file by computer and work on other business until
the file was received. Benson employed 25 underwriters.
Management Information System
Upper management was deeply concerned about this problem. The MIS department had suggested using
video disks as a possible solution. A video disk system was found that would be sufficient for the
companies needs at a cost of about $12 million. It was estimated that the system would take two years to
install and make compatible with existing information systems. Another, less attractive was using
microfilm. A microfilm system would require underwriters to go to a single keyboard to request paper
copies of files. The cost of a microfilm system was $5 million.
Questions:
1. What do you recommend? Should the company implement one of the new technologies, if yes,
why?
Examination Paper of Production and Operations Management
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2. An operations analyst suggested that company employees shared a ¡§dump on the clerks¡¨
mentality. Explain.
Caselet 2
Harrison T. Wenk III is 43, married, and has two children, ages 10 and 14. He has a master.s degree
in education and teachers junior high school music in a small town in Ohio. Harrison.s father passed
away two months ago, leaving his only child an unusual business opportunity. According to his
father.s will, Harrison has 12 months to become active in the family food-catering business, Kare-
Full Katering, Inc., or it will be sold to two key employees for a reasonable and fair price. If Harrison
becomes involved, the two employees have the option to purchase a significant, but less than
majority, interest in the firm. Harrison.s only involvement with this business, which his grandfather
established, was as an hourly employee during high school and college summers. He is confident that
he could learn and perhaps enjoy the marketing side of the business, and that he could retain the longtime
head of accounting/finance. But he would never really enjoy day-to-day operations. In fact, he
doesn.t understand what operations management really involves. In 1991 Kare-Full Katering, Inc. had
$3.75 million in sales in central Ohio. Net profit after taxes was $ 105,000, the eleventh consecutive
year of profitable operations and the seventeenth in the last 20 years. There are 210 employees in this
labor-intense business. Institutional contracts account for over 70 percent of sales and include partial
food services for three colleges, six commercial establishments) primarily manufacturing plants and
banks), two long -term care facilities, and five grade schools. Some customer location employs a
permanent operations manager; others are served from the main kitchens of Kare-Full Katering.
Harrison believes that if he becomes active in the business, one of the two key employees, the vice
president of operations, will leave the firm. Harrison has decided to complete the final two months of
this school year and then spend the summer around Kare-Full Katering ¡V as well as institutions with
their own food services ¡V to assess whether he wants to become involved in the business. He is
particularly interested in finding out as much as possible about operations. Harrison believes he owes
it to his wife and children to fairly evaluate this opportunity.
Questions:
1. Prepare a worksheet of operations activities that Harrison should inquire about this summer.
2. If you were Harrison, what would you do? Why?
END OF SECTION B
Section C: Applied Theory (30 marks)
„h This Section Consists of Applied Theory Questions.
„h Answer all the questions.
„h Each question carries 15 marks.
„h Detailed information should form the part of your answer (Word limit 200 to 250 words).
Examination Paper of Production and Operations Management
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IIBM Institute of Business Management
1. What do you mean by Tactical Planning? What are the mathematical approaches to aggregate
planning?
2. What is the concept of forecasting in operation? List the different types of forecasting methods.
END OF SECTION C
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 Management Information Systems
Section A: Objective Type & Short Questions (30 marks)
„h This section consists of multiple choice questions and Short Note type questions.
„h Answer all the questions.
„h Part one questions carry 1 mark each & Part two questions carry 5 marks each.
Part one:
Multiple choices:
1. Management Information System is mainly dependent upon:
a. Accounting
b. Information
c. Both .a. and .b.
d. None of the above
2. The most important attribute of information quality that a manager requires is:
a. Presentation
b. Relevance
c. Timeliness
d. None of the above
3. Human Resource Information Systems are designed to:
a. Produce pay checks and payrolls reports
b. Maintain personnel records
c. Analyze the use of personnel in business operations
d. Development of employees to their full potential
4. Operational Accounting System include:
a. Inventory control
b. Cost accounting reports
c. Development of financial budgets and projected financial statements
d. None of the above
5. EIS stands for:
a. Executive Information System
b. Excellent Info System
c. Excessive Information System
d. None of the above
6. Intranet provide a rich set of tools for those people:
Examination Paper of Management Information Systems
IIBM Institute of Business Management 2
a. Who are members of the different company or organization
b. Who are members of the same company or organization
c. Both .a. and .b.
d. None of the above
7. Which one is not the future of wireless technology?
a. E-mail
b. VOIP
c. RFID
d. Telegram
8. OLTP stands for:
a. Online Transactional Processing
b. Online Transmission Processing
c. Online Transactional Process
d. None of the above
9. Which one of the following is not considered as future of m-commerce:
a. Ubiquity
b. Localization
c. Simple authentication
d. Common operation
10. Which of the following is not the level of decision making:
a. Management control
b. Activity control
c. Operational control
d. Strategic decision making
Part Two:
1. What are the .Strategic Information Systems.?
2. Write down the various business model of internet.
3. What is .Network Bandwidth.?
4. Differentiate between OLTP and OLPP.
END OF SECTION A
Section B: Caselets (40 marks)
Examination Paper of Management Information Systems
IIBM Institute of Business Management 3
„h This section consists of Caselets.
„h Answer all the questions.
„h Each Caselet carries 20 marks
„h Detailed information should form the part of your answer (Word limit 150 to 200 words).
Caselet 1
Overview of our Client¡¦s Strategy
Our client had an online store. They were spending $15,000 each month on pay per click
advertising. This resulted in about $225,000 per month in sales. They didn.t know which clicks
were leading to sales because they didn.t track the clicks. There rankings in the natural listings was
minimal because they hadn.t done keywords research on what visitors were using to try to find a
site like there.s. They weren.t able to quantity results because their we statistics program only
showed very general traffic information. They were also doing an irregular email newsletter even
though they had more than 32,000 e-mails in their database.
Analysis of the situation
In the natural listings we suspected they were being penalized by the search enines for duplicate
content. The search engines frown on this because they feel this is trying to fool them. Google will
often give a site like this something called ¡§Supplement Results¡¨, which means that the search
engines know the page exists but doesn.t have any content in their database. We also suspected
their email newsletter was being blocked by many spam blockers because the names of the products
they sold were often on used in spam e-mails.
Implementation of a Solution
For the pay per click advertising we started tracking the clicks down to the individual terms and the
actual results that came from them. We were able to delete terms that were not getting enough sales
and increase the bids on ones that brought sales. For the natural listings we did keywords research
and focused on the main keywords on the content for the home page and in the META tags. We
also found that visitors search on product names rather than manufactures, so in the title tag for the
page we switched and put the product name before the manufacturer. With the newsletter, we used
a good mix of graphics and content to appease the spam blockers, as well as put the product names
in graphics so they wouldn.t be blocked. In order to analyze of the site.s traffic, we implemented a
powerful web statistics program.
Results of our work
Through our tactics, our clients were able to move up to #4 on Google for their main search term,
which got a lot of traffic. With pay per click, they went from $.43. They decrease their budget to
$10,000 per month, yet were able to increase their traffic by 33 percent. Through our optimization
of their pay per click, their cost per conversion to sale decreased by at least 45 percent. The
deliverability of their newsletter increased as well. Within a year, their sales increased to over
$600,000 per month.
Questions:
1. Discuss the client strategy for the success of store.
2. Suppose if you are the client maker what would you suggest for the client.
Caselet 2
Examination Paper of Management Information Systems
IIBM Institute of Business Management 4
Data Warehouse is a massive independent business database system that is populated with data that
has been extracted from a range of sources. The data is held separately from its origin and is used to
help to improve the decision-making process.
Many traditional Databases are involved in recording day to day operational activities of the
business, called Online Transaction Processing (OLTP), COMMONLY IMPLEMENTED IN
Airline Bookings and Banking Systems, for faster.s response and better control over data.
After establishment of OLTP Systems, reports and summaries can be drawn for giving inputs to
decision-making process and this process is called Online Analytical Processing (OLAP).
For better customer relationships management strategy, the call centre.s and data Warehouse works
as a strategic tool for decision-support which requires lot of time for establishment, and needs to be
updated with operational information on daily weekly or monthly basis.
Data Warehouse is used for proactive strategies formulation strategies formulation in critical and
complex situations. A number of CRM vendors are advocating for single integrated customer
database which includes call centre, web sites, branches and direct mail, but it lacks in analytical
functioning of data warehouse. This Database can.t be expanded also, and carry decision support
operations on call centre Database becomes slow & the query processing and inquiries andling
operations also become slow & inefficient for agents dealing with customers.
Data Warehouse is must for identifying most profitable & loyal customers and those customers can
be offered better customized services which increase the chances of additional profits.
Although call centre system & data warehouse are altogether different systems yet dependent on
each other to fully exploit their potential respectively.
Questions:
1. Explain the role of data warehousing in the functioning of a call centre.
2. How the response time in performing OLAP queries can be improved?
END OF SECTION B
Section C: Applied Theory (30 marks)
„h This section consists of Applied Theory Questions.
„h Answer all the questions.
„h Each question carries 15 marks.
„h Detailed information should form the part of your answer. (Word limit 200 to 250 words).
1. Explain the term e-commerce. Also explain the history and limitations of e-commerce.
2. What do you understand by the term ¡§Database¡¨? Explain the various database models in
detail.
END OF SECTION C
S-2-250613


Business Communication
Section A: Objective Type & Short Questions (30 marks)
„h This section consists of multiple choices and Short Notes type questions.
„h Answer all the questions.
„h Part one questions carry 1 mark each & Part Two questions carry 4 marks each.
Part one:
Multiple choice:
1. __________is an essential function of Business Organizations:
a. Information
b. Communication
c. Power
d. None of the above
2. Physiological Barriers of listening are:
a. Hearing impairment
b. Physical conditions
c. Prejudices
d. All of the above
3. Which presentation tend to make you speak more quickly than usual:
a. Electronic
b. Oral
c. Both .a. and .b.
d. None of the above
4. What is the main function of Business Communication:
a. Sincerity
b. Positive language
c. Persuasion
d. Ethical standard
5. The responsibilities of the office manager in a firm that produces electronics spares is:
a. Everything in the office runs efficiently
b. Furniture and other equipment in the office is adequate
c. Processing all the incoming official mail and responding to some
d. All of the above
Examination Paper of Business Communication
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IIBM Institute of Business Management
6. Labov.s Storytelling Model based on:
a. Communication through speech
b. Language learning
c. Group Discussions
d. None of the above
7. Diagonal Communication is basically the:
a. Communication across boundaries
b. Communication between the CEO and the managers
c. Communication through body language
d. Communication within a department
8. How to make Oral Communication Effective?
a. By Clarity
b. By Brevity
c. By Right words
d. All of the above
9. Direct Eye contact of more than 10 seconds can create:
a. Discomfort & Anxiety
b. Emotional relationship between listeners and speakers
c. Excitement
d. None of the above
10. Encoding means:
a. Transmission
b. Perception
c. Ideation
d. None of the above
Part Two:
1. Define 7C.s of effective communication.
2. Explain .Space Language..
3. Differentiate between good listeners and bad listeners.
4. List the different types of business report.
5. Define .Kinesics..
END OF SECTION A
Examination Paper of Business Communication
3
IIBM Institute of Business Management
Section B: Caselets (40 marks)
„h This section consists of Caselets.
„h Answer all the questions.
„h Each Caselet carries 20 marks.
„h Detailed information should form the part of your answer (Word limit 150 to 200
words).
Caselet 1
Mr. and Mrs. Sharma went to Woodlands Apparel to buy a shirt. Mr. Sharma did not read the
price tag on the piece selected by him. At the counter, while making the payment he asked for
the price. Rs. 950 was the answer.
Meanwhile, Mrs. Sharma, who was still shopping came back and joined her husband. She was
glad that he had selected a nice black shirt for himself. She pointed out that there was a 25%
discount on that item. The counter person nodded in agreement.
Mr. Sharma was thrilled to hear that ¡§It means the price of this shirt is just Rs. 712. That.s
fantastic¡¨, said Mr. Sharma.
He decided to buy one more shirt in blue color.
In no time, he returned with the second shirt and asked them to be packed. When he received the
cash memo for payment, he was astonished to find that he had to pay Rs. 1,900 and Rs. 1,424.
Mr. Sharma could hardly reconcile himself to the fact that the counter person had quoted the
discounted price which was Rs. 950. The original price printed on the price tag was Rs. 1,266.
Questions
1. What should Mr. Sharma have done to avoid the misunderstanding?
2. Discuss the main features involved in this case.
Caselet 2
I don.t want to speak to you. Connect me to your boss in the US,¡¨ hissed the American on the
phone. The young girl at a Bangalore call centre tried to be as polite as she could. At another call
centre, another day, another young girl had a Londoner unleashing himself on her, ¡§Young lady,
do you know that because of you Indians we are losing jobs?¡¨
The outsourcing backlash is getting ugly. Handling irate callers is the new brief for the young
men and women taking calls at these outsourced job centres. Supervisors tell them to be .cool..
Avinash Vashistha, managing partner of NEOIT, a leading US-based consultancy firm says,
¡§Companies involved in outsourcing both in the US and India are already getting a lot of hate
mail against outsourcing and it is hardly surprising that some people should behave like this on
the telephone.¡¨ Vashistha says Indian call centre.s should train their operators how to handle
such calls. Indeed, the furor raised by the Western media over job losses because of outsourcing
Examination Paper of Business Communication
4
IIBM Institute of Business Management
has made ordinary citizens there sensitive to the fact that their calls are being taken not from
their midst, but in countries such as India and the Philippines.
The angry outbursts the operators face border on the racist and sexist, says the manager of a call
centre in Hyderabad. But operators and senior executives of call centres refuse to go on record
for fear of kicking up a controversy that might result in their companies. losing clients overseas.
¡§It.s happening often enough and so let.s face it,¡¨ says a senior executive of a Gurgaon call
centre, adding, ¡§This doesn.t have any impact on business.¡¨
Questions
1. Suppose you are working as an operator in a call centre in India and receiving calls
from Americans and Londoners. How would you handle such calls?
2. Do you agree with the view such abusive happenings on the telephone do not have any
impact on business?
END OF SECTION B
Section C: Applied Theory (30 marks)
„h This section consists of Applied Theory Questions.
„h Answer all the questions.
„h Each question carries 15 marks.
„h Detailed information should form the part of your answer (Word limit 200 to 250
words).
`
1. What do you by Communication Barriers? How and why do they occur? What can be
done to overcome the Barriers to Communication?
2. Define and explain the term Negotiation and also briefly explain the phases of
Negotiation.
END OF SECTION C
S-2-250613