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CASE
NO. 2
ACTIONS
SPEAK LOUDER THAN WORDS ALL AROUND
THE
WORLD
“He
wouldn’t look me in the eye. I found it disconcerting
that he kept looking all over the room but rarely at me,” said Barbara Walters
after her interview with Libya’s Colonel Muammar al-Qadhafi. Like many people in the United States Libya
Nonverbal communication varies widely
between cultures, even between subcultures, and the differences strongly affect
communication in the workplace. Whether
you’re trying to communicate with your new Asian American assistant, the
Swedish managers who recently bought out your company, the African American
college student who won a summer internship with your firm, or representatives
from the French company you hope will buy your firm’s new designs, your efforts
will depend as much on physical cues as on verbal ones. Most Americans aren’t usually aware of their
own nonverbal behavior, so they have trouble understanding the body language of
people from other cultures. The list of
differences is endless.
§ In
Thailand
§ Finnish
female students are horrified by Arab girls who want to walk hand in hand with
them.
§ Canadian
listeners nod to signal agreement.
§ Japanese
listeners nod to indicate only that they have understood.
§ British
listeners stare at the speaker, blinking their eyes to indicate understanding.
§ People
in the United States
§ Saudis
accept foreigners in Western business attire but are offended by tight –
fitting clothing and by short sleeves.
§ Spaniards
indicate a receptive friendly handshake by clasping the other person’s forearm
to form a double handshake.
§ Canadians
consider touching any part of the arm above the hand intrusive, except in
intimate relationships.
It may take years to adjust your nonverbal
communication to other
cultures,
but you can choose from many options to help you prepare. Books and seminars on cultural differences
are readily available, as are motion pictures showing a wide range of
cultures. You can always rent videos of
films and TV shows from other countries. Examining the illustrations in news and
business magazines can give you an idea of expected business dress and personal
space. Finally, remaining flexible and
interacting with people from other cultures who are visiting or living in your
country will go a long way toward lowering the barriers presented by nonverbal
communication.
Career
Applications :
1. Explain how watching a movie from another
country might help you prepare to interpret nonverbal behavior from that
culture correctly.
2. One of your co-workers is originally from Saudi Arabia
SECTION C
1. Quality
control Department
Read the case given below and answer the questions given at the end.
Mr.
Kapil Kumar and Mr. Abbas Ali were working in a scooter manufacturing public
sector industry as Senior Quality Control Engineers in 1988. One post of Deputy
Chief Quality Controller has fallen vacant due to the retirement of the
incumbent and the management decided to recruit a qualified, knowledgeable and
experienced professional from outside so that the present quality standard may
be improved thus ensuring better marketability of their scooters in the face of
stiff competition. Mr. Kapil Kumar, who was a mechanical engineer with about 15
years experience in the Quality Control Department dealing with mopeds and
scooters, could have been promoted to fill the post on the basis of seniority.
However, the management was looking for a graduate in statistics with
experience in latest Quality Control (QC) techniques like statistical quality
control, quality assurance and other related areas rather than a mechanical or
automobile engineer with the routine experience in quality control. As such
instead of promoting Kapil Kumar, the management advertised for the post of
Deputy Chief Quality Controller - since as per company rules it was DR (Direct
Recruitment) vacancy also.
Selection of Outsider
Out of the applications received in response to the advertisement, six
candidates were called for interview including the two internal candidates, Mr.
Kapil Kumar and Mr. Abbas Ali. The person selected was an outsider, one Mr.
Ratnam, who had over 12 years experience SQC, quality assurance etc., in the
two-wheeler private manufacturing industry. Mr. Ratnam joined within 2 months
time expecting that in his new position he would be the main controller for
quality. However, after joining the organization he came to know that he would
be the second senior most person in the hierarchy for controlling the quality
and would be reporting to one, Kirpal Sing,. The Chief for Quality Controls.
Mr. Kirpal Singh had come up to this post by seniority and was basically a
diploma holder in automobile engineering. He had to his credit about 28 years
of industrial experience, out of which 20 years were spent in Quality Control
Department of two industries. He joined the present organization in its Quality
Control Department and had 17 years experience in the organization and was due
for retirement within the next 2 or 3 years. On learning about the retirement
time of Mr. Kirpal Singh, Mt. Ratnam had the consolation that he would be able
to take up the position of 'Chief Controller of Quality' very soon.
Interference from Top
Ratnam could not put forth many good suggestions (for quality control)
because of the interference and direct supervision of Kirpal Singh. He,
however, could pick up a good deal of knowledge about the working of the
company, the nature-and tendency of different production department heads
particularly with regard to care for quality, organization for 'QC' in the
company, the various components required for assembly of the company's
two-wheeler scooter and the expected quality standards, drawback in the present
system of quality controls. etc.
Right from the time the advertisement for the selection of Deputy Chief
Quality Controller appeared, the O.A. (Officers Association) of the
organization had been pressing the management to consider the case of Kapil
Kumar for promotion to the above post based on his seniority in the
organization.
Meanwhile, the management obtained a license in 1989 for producing
Three-Wheeler Autos. As a result of this and the pressure from O.A., Ratnam was
transferred to look after the Quality Control Department at the company's new
Three-Wheeler plant, whereas Kapil Kumar was promoted as Deputy Chief Quality
Controller in the present two-wheeler scooter plant in 1990 (after creating one
additional post of Deputy Chief Quality Controller for the new Project).
In 1991, the State Government, which controlled the company in question,
changed the Managing Director. During the regime of this new Managing Director,
Kapil Kumar was promoted as Chief (Quality Controls) next year, when Kirpal
Singh retired. This decision was based on the recommendations of Kirpal Singh
and partly attributed to pressure from O.A., for further promotion of Kapil
Kumar based on his vast experience in the Quality Control function of this
industry. Abbas Ali rose to the position held earlier by Kapil Kumar.
Allotment of Company Quarters
The Company had its own township near the factory. Its quarter allotment
scheme was based on the length of service, i.e., date of joining. Ratnam had
asked for a suitable quarter at the time of interview and was thus allotted a
tile quarter meant for the Senior Engineer's cadre. He learnt about this, after
occupying the quarter. Ratnam asked for a change of Quarter - preferably a
RCC-roof quarter, - but his request was turned down, since he had put in only few
months of service whereas many others senior to him, on the beds of their
longer length of service in the Company (having over 10 years service), were
staying in tiled-roof quarters and were awaiting a chance for a RCC-roof
quarter. Kapil Kumar and Abbas Ali were residing in RCC-roof quarters. Soon
after Kapil Kumar's promotion to the post of Chief (Quality Controls), he was
allotted a bungalow.
The management's decision in this case must be viewed in the context of
the downtrend in the demand for scooters and three-wheeler autos during 1993
following complaints from dealers about the deteriorating quality of components
as also their short life. Notably the complaints had risen ten-fold in that
year as compared to that in 1988.
Questions
(a) Was the management justified in taking a decision to recruit a
qualified and experienced person from outside as Deputy Chief Quality
Controller?
(b) Was it in the interest of the organization to transfer Ratnam to the
new auto-wheeler plant and promote Kapil Kumar? What could have prompted the
management to take this decision?
(c) How do you view the role of O.A.s in supporting only the local and
internal candidates and overlooking the interests of direct recruits even when
they were family members of the Association, particularly at a time, when the
industry needed professionally qualified persons to fill key technical posts?
(d) How would you react to the management's scheme for quarter allotment
and why?
Case Study 2
Case Study on
The power of Non-Verbal Communication
The Power of Nonverbal Communication Soon
after I graduated from engineering college, I accepted a position with the
Sundaram Foundry, a medium-sized firm located in a small town in Tamil Nadu. It
was a good position, since I was the assistant to Mr. Vishwanath, the General
Manager and president of this family owned company, although there were many
technical problems, the work was extremely interesting and I soon learnt all
about the foundry business. The foundry workers were mostly older men and were
a closely knit team. Many of them were related and had been in the foundry for
several years. Therefore, they felt that they knew the business in and out and
that a technical education had no value. In fact, Mr. Vishwanath had mentioned
to me even at the time of my joining, that I was the only engineer ever to be
employed in the foundry. He also let me know that the foundry workers, although
a good group, were very clannish, since they had been working together for
several years. Therefore, it would probably take them some time to accept me. I
introduced myself to the group of foundry workers, a few days after my joining.
As I went around in turn, I felt them eyeing me coldly. As I went down the main
aisle of the foundry, I heard them talking to each other in low voices and
laughing. I found their behavior to be very childish and felt that it was best
to ignore these signs of hostility. I thought that if I ignored them, they
would automatically stop these antics. A few weeks after this incident, I happened
to visit the enamel shop. As I entered, I noticed a worker cleaning the floor
with a hose, from which water flowed at high pressure. I was aware that it was
the practice to clean the shop at least once a week. I turned my back on the
worker and was busy near a dipping tank, when I suddenly felt the force of a
stream of water hitting me. I was almost knocked down by the pressure and
slipped on the wet floor. When I turned around, the worker looked away in the
other direction, as if he had not noticed this happening. However, I was pretty
sure that he had intentionally turned the hose on me.
Question 1 - What message did the foundry
workers and the new engineer convey to each other through their non-verbal
behavior?
Question 2 - Mr. Vishwanath, the General
Manager and President, was not often present at the foundry. What could this
non-verbal behavior mean to the workers and the new engineer?
Question 3. How could the engineer, the
foundry workers and Mr. Vishwanath be more effective, both verbally and
nonverbally?
Question 4. What do you suggest that the
engineer should do, after the hosing incident?
CORPORATE LAW
N.B.:
1 Attempt any Twelve Questions
2) Last two Questions are compulsory
Q.1. In the following statements only one is correct
statement. Explain Briefly?
(5 Marks)
i) An
invitation to negotiate is a good offer.
ii) A
quasi-contract is not a contract at all.
iii) An
agreement to agree is a valid contract.
Q.2. A ship-owner agreed to carry to cargo of sugar belonging to A from
Constanza to Busrah. He knew that there
was a sugar market in Busrah and that A was a sugar merchant, but did not know
that he intended to sell the cargo, immediately on its arrival. Owning to Shipment’s default, the voyage was
delayed and sugar fetched a lower price than it would have done had it arrived
on time. A claimed compensation for the
full loss suffered by him because of the delay.
Give your decision. Explain
Briefly?
(5 Marks)
Q.3. The proprietors of a medical preparation called the “Carbolic Smoke
Ball” published in several newspapers the following advertisement:-
“£ 1000 reward will be paid by the Carbolic Smoke Ball Co. to
any person who contracts the increasing epidemic influenza after having used
the Smoke Ball three times daily for two weeks according to printed directions
supplied with each ball. £ 1000 is deposited with the Alliance Bank showing our
sincerity in the matter.
On the faith in this advertisement, the plaintiff bought a
Smoke Ball and used it as directed. She was attacked by influenza. She sued the company for the reward. Will she succeed? Explain Briefly (5 Marks)
Q.4. Fazal consigned four cases of Chinese crackers at Kanpur
to be carried to Allahabad the 30th May,
1987 . He intended to sell
them at the Shabarat festival of 5th
June 1987 . The railway
discovered that the consignment could not be sent by passenger train and asked
Fazal either to remove them or authorize their dispatch by goods train. He took no action and the goods arrived at Allahabad
Fazal filed a suit against Railways for damages due to late
delivery of the goods which deprived him of the special profits at the festival
sale. Decide & explain briefly ?
(5 Marks)
Q.5. ‘Lifeoy’ Soap company advertised that it would give a reward of Rs.
2000 who contracted skin disease after using the ‘Lifeoy’ soap of the company
for a certain period according to the printed directions. Mrs. Jacob purchased the advertised ‘Lifeboy’
and contracted skin disease inspite of using this soap according to the printed
instructions. She claimed reward of Rs.
2000. The claim is resisted by the company on the ground that offer was not
made to her and that in any case she had not communicated her acceptance of the
offer. Decide whether Mrs. Jacob can
claim the reward or not. Give reasons.
Explain briefly?
(5 Marks)
No: 2
One of these potential investors is
a large New York
During the 1970s, the Peruvian
government nationalized a number of industries and factories and began running
them for the profit of the state in most cases, these state – run ventures
became disasters. In the late 1970s the fishing fleet owner was given back his
ships and allowed to operate his business as before. Since then, he has managed to remain
profitable, but the biggest problem is that his ships are getting old and he
needs an influx of capital of make repairs and add new technology. As he explained it to the new York
Having reviewed the fleet owner’s
operation, the large multinational bank believes that the loan is
justified. The financial institution is
concerned, however, that the Peruvian government might step in during the next
couple of years and again take over the business. If this were to happen, it
might take an additional decade for the loan to be repaid. If the government were to allow the fleet
owner to operate the fleet the way he has over the last decade, the fleet the
way he has over the last decade, the
loan could be repaid within seven years.
Right now, the bank is deciding on
the specific terms of the agreement.
Once theses have been worked out, either a loan officer will fly down to
Lima and close the deal or the owner will be
asked to come to New York Lima
Questions:
1. What are some current issues facing Peru Peru
2. What type of political risks does this
fishing company need to evaluate? Identify and describe them.
3. What types of integrative and protective
and defensive techniques can the bank use?
4. Would the bank be better off negotiating
the loan in New York or in Lima ? Why?
Note: Attempt any five
questions. All questions carry equal marks
1. Discuss the changing scenario of
business environment in India and its principal implications for the business.
2. (a) Explain the dualistic character of
Indian economy and the problem of uneven income distribution.
(b) Outline the development of consumer
movement in India.
3. (a) Write notes on (i) adjudication
machinery for settlement of disputes, and (ii) Employees Pension Scheme, 1995.
(b) Enumerate the powers of the Central
Government to control production, supply and distribution of essential
commodities under the Essential Commodities Act, 1955.
4. Describe the important amendments
proposed under the Companies (Amendment) Bill, 2003 and the additions proposed
thereto by lrani Panel.
5. (a) Can SEBI compel a public company to
get its securities listed on the stock exchanges while making a public issue?
On what grounds can the listed securities be delisted by a stock exchange?
State the rules in this regard.
Q.1. Write short notes on ANY TWO of the
following
a. Globalization
b. Task and processes in formulating business strategy
c. TQM Philosophy
d. Characteristics of well formulated corporate objectives
Q.2. Describe Vision and Mission statements with suitable illustrations. What is the difference between vision and mission? How does business definition help in articulating the Mission statement?
Q.3. Describe Porter’s five forces model to analyse competition with reference to light commercial vehicle industry.
Q.4. Describe the GE multifactor portfolio matrix and state how the GE matrix is superior tool Vis a Vis the BCG matrix.
Q.5. a) Describe Ansoff’s matrix
b) What is the difference between market penetration and market development? Illustrate with suitable examples.
Q.6. What is “Best cost provider” strategy? What are the risks in pursuing this strategy?
Q.7. What strategic options a firm could follow when the firm is operating in a maturing industry?
Q.8. Describe the role of strategy supportive reward system with suitable illustrations.
a. Globalization
b. Task and processes in formulating business strategy
c. TQM Philosophy
d. Characteristics of well formulated corporate objectives
Q.2. Describe Vision and Mission statements with suitable illustrations. What is the difference between vision and mission? How does business definition help in articulating the Mission statement?
Q.3. Describe Porter’s five forces model to analyse competition with reference to light commercial vehicle industry.
Q.4. Describe the GE multifactor portfolio matrix and state how the GE matrix is superior tool Vis a Vis the BCG matrix.
Q.5. a) Describe Ansoff’s matrix
b) What is the difference between market penetration and market development? Illustrate with suitable examples.
Q.6. What is “Best cost provider” strategy? What are the risks in pursuing this strategy?
Q.7. What strategic options a firm could follow when the firm is operating in a maturing industry?
Q.8. Describe the role of strategy supportive reward system with suitable illustrations.
MANAGEMENT CONTROL SYSTEMS
Marks: 80
Note: Attempt any five questions. All questions carry equal marks.
1. Explain the various components of
control systems.
2. Explain the following models and
highlight their usefulness in formulating business unit strategies:
(a) The BCG Model
(b) General Electric (GE) Planning Model
(a) The BCG Model
(b) General Electric (GE) Planning Model
3. Explain the boundary conditions in the
context of profit centre. Also explain the process of performance measurement
of profit centers.
4. What do you understand by Investment
Centres? Explain the methods used for measuring investment centre performance.
5. What do you mean by budgetary control
system? Explain the process of budgetary control in an organization.
6. Describe the criteria on which the
incentives of business unit managers are decided.
7. What are the various special control
issues faced by Multi National Corporations?
8. What are the characteristics of a
project organization? Explain how these characteristics affect the control
system design of a project.
Marketing Management
Max. Marks : 80
Instructions :
(1) Attempt any five questions.
(2) All questions carry equal marks.
Q.1) Define Marketing Management. Discuss its importance and scope in today's
dynamic Competitive Environment.
Q.2) What is 'Product Life Cycle' ? How Marketing Mix Decisions have to
be adjusted at different stages of PLC (Product Life Cycle) ?
Q.3) Explain various pricing strategies a firm can adopt.
Q.4) What is Product Mix ? Explain various Product Mix Strategies with suitable
examples.
Q.5) Discuss various cultural issues involved in International Marketing.
Q.6)
(A) What is Consumer Buying Behaviour ?
(B) Explain various steps involved in Buying Consumer Goods.
Q.7) Write short notes : (Any Two)
(a) Promotion through International Exhibitions and Trade Fares
(b) Use of Internet as a Marketing Tool
(c) Channel Conflicts
Instructions :
(1) Attempt any five questions.
(2) All questions carry equal marks.
Q.1) Define Marketing Management. Discuss its importance and scope in today's
dynamic Competitive Environment.
Q.2) What is 'Product Life Cycle' ? How Marketing Mix Decisions have to
be adjusted at different stages of PLC (Product Life Cycle) ?
Q.3) Explain various pricing strategies a firm can adopt.
Q.4) What is Product Mix ? Explain various Product Mix Strategies with suitable
examples.
Q.5) Discuss various cultural issues involved in International Marketing.
Q.6)
(A) What is Consumer Buying Behaviour ?
(B) Explain various steps involved in Buying Consumer Goods.
Q.7) Write short notes : (Any Two)
(a) Promotion through International Exhibitions and Trade Fares
(b) Use of Internet as a Marketing Tool
(c) Channel Conflicts
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