MBA BUSINESS COMMUNICATION IIBM ONGOING EXAM ANSWER SHEETS PROVIDED WHATSAPP 91 9924764558

MBA BUSINESS COMMUNICATION IIBM ONGOING EXAM ANSWER SHEETS PROVIDED WHATSAPP 91 9924764558
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DR. PRASANTH MBA PH.D. DME MOBILE / WHATSAPP: +91 9924764558 OR +91 9447965521 EMAIL: prasanththampi1975@gmail.com WEBSITE: www.casestudyandprojectreports.com

Business Communication
Section A: Objective Type & Short Questions (30 marks)
 This section consists of multiple choices and Short Notes type questions.
 Answer all the questions.
 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
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IIBM Institute of Business Management
Section B: Caselets (40 marks)
 This section consists of Caselets.
 Answer all the questions.
 Each Caselet carries 20 marks.
 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
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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)
 This section consists of Applied Theory Questions.
 Answer all the questions.
 Each question carries 15 marks.
 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
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Examination Paper of Management Information Systems
IIBM Institute of Business Management 1
IIBM Institute of Business Management
Examination Paper MM.100
Subject Code-B110 Management Information Systems
Section A: Objective Type & Short Questions (30 marks)
 This section consists of multiple choice questions and Short Note type questions.
 Answer all the questions.
 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
 This section consists of Caselets.
 Answer all the questions.
 Each Caselet carries 20 marks
 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)
 This section consists of Applied Theory Questions.
 Answer all the questions.
 Each question carries 15 marks.
 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
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