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Examination Paper of Business Communication
IIBM Institute of Business Management
• 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 5 marks each.
IIBM Institute of Business Management
Subject Code-B109
Examination Paper Business Communication
MM.100
Section A: Objective Type & Short Questions (30 marks)
Part one:
Multiple choice:
I.The most important goal of business communication is_________. (1)
a) favorable relationship between sender and receiver
b) organizational goodwill
c) receiver response
d) receiver understanding
II. Down ward communication flows from_________ to_________. (1)
e) Upper to lower
f) Lower to upper
g) Horizontal
h) Diagonal
III. Horizontal communication takes place
between_________. (1)
a. superior to subordinate
b. subordinate to superior
c. employees with same status
d. none of these
IV. The study of communication through touch is_________. (1)
a. chronemics
b. haptics
c. proxemics
d. semantic
V._____________ channel of communication is known as grapevine (1)
a. Formal
b. Informal
c. Horizontal
d. Vertical
VI. The following is (are) the most effective ways of communication. (1) a. Verbal b. Non verbal c. Written d. All of the above
Examination Paper of Business Communication
IIBM Institute of Business Management
END OF SECTION A
• This section consists of Caselets.
• Answer all the questions.
• Each Caselet carries 20marks.
• Detailed information should form the part of your answer (Word limit 150 to 200 words).
VII. The handshake that conveys confidence is (1)
a. Limp
b. Firm
c. Loose
d. Double
VIII. ________ of the letter consists of main message. (1)
a. Heading
b. Body
c. Greeting
d. Closing
IX. Body of a letter is divided into ________
parts. (1)
a. 1
b. 2
c. 3
d. 4
X. X. A persuasive message will fail if_____ (1)
a. it does not focus on what is in it for the reader
b. it only lists facts
c. it moves too slowly
d. all of the above
Part Two:
1. Brief Grapevine communication? (5)
2. List the 7 C’s of Communication? (5)
3. Describe the various barriers of communication? (5)
4. Write the negotiation process. (5)
Section B: Caselets (40 marks)
Caselet 1
Barry and Communication Barriers Effective Communication as a Motivator One common complaint employees voice about supervisors is inconsistent messages – meaning one supervisor tells them one thing and another tells them something different. Imagine you are the supervisor/manager for each of the employees described below. As you read their case, give
Examination Paper of Business Communication
IIBM Institute of Business Management
consideration to how you might help communicate with the employee to remedy the conflict. Answer the critical thinking questions at the end of the case then compare your answers to the Notes to Supplement Answers section. Barry is a 27-year old who is a foodservice manager at a casual dining restaurant. Barry is responsible for supervising and managing all employees in the back of the house. Employees working in the back of the house range in age from 16 years old to 55 years old. In addition, the employees come from diverse cultural and ethnic backgrounds. For many, English is not their primary language. Barry is Serv Safe® certified and tries his best to keep up with food safety issues in the kitchen but he admits it’s not easy. Employees receive “on the job training” about food safety basics (for example, appropriate hygiene and hand washing, time/temperature, and cleaning and sanitizing). But with high turnover of employees, training is often rushed and some new employees are put right into the job without training if it is a busy day. Eventually, most employees get some kind of food safety training. The owners of the restaurant are supportive of Barry in his food safety efforts because they know if a food safety outbreak were ever linked to their restaurant; it would likely put them out of business. Still, the owners note there are additional costs for training and making sure food is handled safely. One day Barry comes to work and is rather upset even before he steps into the restaurant. Things haven’t been going well at home and he was lucky to rummage through some of the dirty laundry and find a relatively clean outfit to wear for work. He admits he needs a haircut and a good hand scrubbing, especially after working on his car last evening. When he walks into the kitchen he notices several trays of uncooked meat sitting out in the kitchen area. It appears these have been sitting at room temperature for quite some time. Barry is frustrated and doesn’t know what to do. He feels like he is beating his head against a brick wall when it comes to getting employees to practice food safety. Barry has taken many efforts to get employees to be safe in how they handle food. He has huge signs posted all over the kitchen with these words: KEEP HOT FOOD HOT AND COLD FOOD COLD and WASH YOUR HANDS ALWAYS AND OFTEN. All employees are given a thermometer when they start so that they can temp food. Hand sinks, soap, and paper towels are available for employees so that they are encouraged to wash their hands frequently.
Questions
1. What are the communication challenges and barriers Barry faces? (10)
2. What solutions might Barry consider in addressing each of these challenges and barriers? (10)
Caselet 2
Mr. Dutta, newly appointed president of century Airlines, knew the company’s survival depended on customer service, which in turn depended on motivated employees. So he created the Century Spirit program to build team spirit by encouraging employee participation, individual initiative, and open communication. Among the program’s early successes was newspaper started by a group of flight attendants. The plane truth published information about benefits and work conditions as well as feature stories and humorous articles. It quickly became popular not only with flight attendant but with pilot, machinists, and baggage handlers.
As time went on, though, the plane truth began to run articles critical of the company. When management cut back worker’s hours, the, newspaper questioned what sacrifices the executive were making. When the technical services department releases figures showing long turnaround times, the paper questioned the machinist’s work ethic. Worried that customer might see the newspaper; Mr. Dutta wanted to cancel it. The president of the flight attendants union also wanted to see it was stirring up trouble with the machinists.
Examination Paper of Business Communication
IIBM Institute of Business Management
• This section consists of Applied Theory Questions.
• Answer all the questions.
• Each question carries 15marks.
• Detailed information should form the part of your answer (Word limit 200 to 250 words).
END OF SECTION C
Ms. Rachel, Century’s human resource director, was asked to stop the publication. But she hesitated. She knew the employee morale was on the brink, but she did not know whether the newspaper was venting worker’s frustrations and reinforcing team spirit or stirring up old animosities and bringing the whole company down. Was it creating more tension than unity or vice-versa?
Questions
1. What Communication issues are involved at Century Airlines? (10)
2. What Communication Channels are being Utilized (10)
Section C: Applied Theory (30 marks)
1. Explain the various non verbal communications with an example in business
Scenario? (15)
2. Delineate the types of parts of business report writing? (15)
S-2-010619
Examination Paper of Export and Import Management
1
IIBM Institute Of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
Export Import Management
Section A: Objective Type & Short Questions (30 Marks)
This section consists of Multiple Choice and Short Note type questions.
Answer all the questions
Part one carries 1 mark each and Part two carries 4 marks each.
Part One:
Multiple Choices:
1. In case of goods being rejected or wrong shipments which section of customer act provides
drawback facility on the customer‟s duty?
a. Section 47
b. Section 88
c. Section 74
d. Section 40
2. Risks arising out of foreign law due to______________
a. Lack of knowledge about foreign market
b. Expensive and complex litigation
c Both „a‟ & „b‟
d. None of the above
3. Import LC is also known as _______________
a. Letter of Debt
b. Bills of exchange
c. Open account
d. Letter of credit
4. How much digits are there in IEC number?
a. 8
b. 10
c. 12
d. 15
5. What is the full form of RFID?
a. Rural Fund Information Development
b. Request For International Development
c. Radio Frequency Identification System
d. Radio Frequency Internal System
6. The Export Inspection Council is a ________________
a. Support the export corporation
b. Responsible for the enforcement of QC
c. Administrative control of the ministry of Commerce & industry
d. Provides consultancy to export organization
7. The World Trade Organization was formed in_______________
a. 1994
Examination Paper of Export and Import Management
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IIBM Institute Of Business Management
b. 1995
c. 1996
d. 1997
8. Government policies are related to__________________
a. Income tax
b. Sales tax
c. Both „a‟ & „b‟
d. None of the above
9. Clearing and forwarding agents are an important link between_______________
a. The exporter and various other agencies
b. The importer and various other agencies
c. Import and export of goods
d. All of the above
10. Which Regional issues are important to commercial success?
a. Taxation matters
b. Importance of negotiations
c. Degree of market risk
d. All of the above
Part Two:
1. Define EDI procedure.
2. Differentiation between “Measurement Rules” and “Pallet Rules”.
3. Explain the Benefits of Electronic Procurement.
4. What is DGCI$S?
5. Define the role of intermediaries in Shipping Industry.
Section B: Caselets (40 marks)
This section consists of Case lets.
Answer all the questions.
Each Case let carries 20 marks.
Detailed information should form the part of your answer (Word limit 150 to 200 words).
Caselet 1
“Large Package Meal” is a full-package meals service company, a large hotel by the Shanghai Li Yang
couple of laid-off workers, was founded in 1994 and now has developed into a small Suxichang and
Hangjiahu area famous food service businesses.“Popular Package Meal” service is divided into two
categories: lunch and package delivery services. Lunch mainly by the meat dish, vegetables, Lu Cai,
popular soup and fruit composition of normal. Available for customers to choose menu: six kinds of meat
END OF SECTION A
Examination Paper of Export and Import Management
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IIBM Institute Of Business Management
dish, vegetables, 10 species of Lu Cai 4, three kinds of soup and the general public three kinds of fruit can
also be adorned with custom-made drinks. Despite little change in the menu, but the annual report on the
point of view, the overall level of demand for this service fairly stable, the old customers will call to order
a day usually. However, as facilities and equipment reasons, the “public packet meals” will ask the
customers at 10 am before the telephone booking, in order to ensure that the day of delivery in place.
In the package of services, the company‟s core competency is to provide enterprises buffet reception,
large gatherings, as well as the average family feast and celebration dinner. Customers need a variety of
food and services can be pre-booking, but because of the service highly seasonal, but also with a variety of
community festivals and national holidays related to the demand fluctuated, with high season and low
season, so ask the customer a few weeks or even a month ahead of schedule to come to book. Volkswagen
meal package layout is similar to the company‟s facilities in a processing plant. There are five work areas:
thermal system for food work areas, cold dish work area, Lu Cai preparation area, soups and fruit
preparation area, as well as a work area catering specifically for the installation of the sets of dishes lunch
box and book Zhuangpen share. In addition, there are three small refrigerators for storing frozen foods, a
large dry storage rooms for non-perishable materials. As the facilities and equipment limitations and the
risk of food spoilage constrained plant mass the size of the company‟s development package meals. While
the drinks and fruit can be purchased, and some stores are willing to deliver door, but the overall package
on the limits of human congregation offers flexible meal service. Li Yang couples employed 10 staff: two
chefs and eight food preparation workers, part-time employment during the peak season other attendants.
Packet meals sector, competition is very intense, high-quality food products, reliable delivery, flexible
service and low-cost carriers are all in this line of survival and development is fundamental. Recently, the
public packet meals from the company has began to feel more and more discerning customers and several
new packages meal providers of professional competition. Customers increasingly need to diversify the
menu of services, flexible, and the response-time. Li Yang wife recently attended knowledge of modern
logistics training courses, on the time of the operation and the concept of third-party logistics services, was
impressed by careful consideration of these concepts is the public packet meals company to maintain its
competitiveness need. But they are puzzled, popular package Meals Company‟s ability to help third-party
logistics services.
Questions:
1. The public package meal companies implement service-time availability of difficulties, Explain.
2. The introduction of third-party logistics services to the public packet meals would you put forward
any firm recommendations?
Caselet 2
UPS is a large international express delivery company, has hundreds of planes in addition to its own cargo
planes, he also rented hundreds of aircraft cargo aircraft, the transport capacity of more than 1,000 a day.
UPS in this world has established more than 10 air transport transit center in more than 200 countries and
regions of the tens of thousands of delivery centers. UPS‟s employees to reach hundreds of thousands.
Annual turnover of the amount could reach tens of billions of dollars; express delivery companies in the
world enjoy a high reputation.
UPS Company is engaged in correspondence, documents and parcel delivery business, the company
quickly. It is the world‟s countries and regions have made access to the air traffic rights. In the China, this
established a number of delivery centers. A company to take advantage of high-tech means to achieve
rapid and safe, is a wide range of logistics services, image perfect.
Questions:
1. Why do we say UPS is an international logistics business, and general transport logistics
company?
Examination Paper of Export and Import Management
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IIBM Institute Of Business Management
2. To describe the international express logistics enterprises in the development prospects.
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. Discuss the role of Banks in an export-import transaction.
2. Describe briefly the steps involved in export business to succeed in the era of globalization.
END OF SECTION B
END OF SECTION C
Examination Paper of Export and Import Management
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IIBM Institute Of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
International Trade
Section A: Objective Type & Short Questions (30 Marks)
This section consists of Multiple Choice & Short Note type Questions.
Answer all the questions
Part one carries 1 mark each and Part two carries 5 marks each.
Part One:
Multiple Choices:
1. _________is beneficial between two nations that have strong markets in two different sectors.
a. Economic Growth
b. International Trade
c. Trade Integration
d. Trade Diversion
2. What is the full form of UNCTAD?
a. United Nation Conference on Trade and Development
b. Union Nations Committee of Trade and Development
c. Union Nations Conference on Trade and Development
d. None of the above
3. ______is fixed through negotiation between the importing country and the exporting country.
a. Tariff Quota
b. Bilateral Quota
c. Mixing Quota
d. Unilateral Quota
4. Under which Act Reserve Code Number is required?
a. Foreign Exchange Regulation Act
b. Custom Act
c. Export Import Control Act
d. Foreign Trade Act
5. Which policy of the government will have a direct bearing on the exchange rate of the country?
a. Fiscal Policy
b. Instrument of Trade Policy
c. Monetary Policy
d. Both „a‟ & „c‟
6. Which scheme helps the exporters in procuring imported raw materials?
a. IES
b. C.C.S.
c. IRS
d. None of the above
7. Which of the following factor affecting the Exchange rate?
a. Purchasing power Parity
Examination Paper of Export and Import Management
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IIBM Institute Of Business Management
b. Exchange Control
c. Balance of Payments
d. All of the above
8. The system of permitting the currencies to move within a band is called___________.
a. Snake in the tunnel
b. Turtle Device
c. UNCTAD
d. None of the above
9. Periodic, as often as daily devaluations of pre-announced magnitude means________.
a. Managed Float Regime
b. The crawling Peg Regime
c. Single currency Peg
d. Composite currency Peg
10. The Export Policy of Government of India can be divided into_______ distinct phases.
a. 2
b. 3
c. 4
d. 5
Part Two:
1. Write a brief note on “International Monetary Fund”.
2. Write the components of the Uruguay Round Agreement.
3. Differentiate between Export Expansion and Import Substitution.
4. Explain the Term:-
a. Bill of Landing
b. Marine Insurance Policy
Section B: Caselets (40 marks)
This section consists of Caselets.
Answer all the questions.
Each case let carries 20 marks.
Detailed information should form the part of your answer (Word limit 150 to 200 words).
Caselet 1
India‟s tea export rose to 46.74 million kg during the first quarter of the current financial year from 35.47
million kg in the previous comparable period. Export earnings from this item aggregates Rs. 81.61 crores
during April-June 1981, against Rs. 68.03 crores in the corresponding period last year. Thus, although in
terms of quantity our tea exports have looked upon this year, the unit value realization dropped from Rs.
19.8 per kg, to Rs 17.46 per kg.
The drop in unit value realization is attributed to the slackness in the international tea market due to the
global oversupply in this commodity. Since 1975, world tea production has gone up by 41 percent whereas
increase in consumption by the tea importing countries has been only of the order of the 9 percent.
END OF SECTION A
Examination Paper of Export and Import Management
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IIBM Institute Of Business Management
Naturally, the prospects of a revival in international tea price are dim at least in the immediate future. The
recommendations made by the recent national meet on tea; „revitalize‟ the tea industry in the country have
to be viewed in this context.
The national meet on tea, organized by the Union Commerce Ministry, was held in the first week of
August to take a close look at the various problems confronting the tea industry the meeting which was
attended by the representatives of the Central Government, tea producing states, planter‟s associations and
small growers, has recommended a package of fiscal reliefs –both at the Central and State levels.
The package includes, among other things, a substantial reduction in excise duty on tea, refund of indirect
taxes paid on tea exports, simplification of drawback procedures, substantial reduction or removal of the
exercise duty on packet tea until further review,, suspension of sales tax an auction teas, concessional
credit and a significant cut in the agriculture income tax and other local taxed by the respective state
governments. It was also recommended that the state government should consider grant of exemption from
rural employment cess to all export sales of tea and teas used for packaging by the procedures themselves.
According to the available information these recommendations are being considered by the central and
states concerned by the central and states concerned for implementation.
The basic problem that confronts the tea industry in the international sphere is one of depressed price.
More and more black tea is coming into the international markets from several new tea producing export
countries leading to oversupply, lower realization. Among the tea producing nations area realizing without
greater cooperation among them, to bring a better equilibrium between demand and supply, they cannot
get incentives for tea exports. Because of lower production cost, some of our competitors have an edge
over us in export makers, and incentives may be necessary to an extent for offsetting this price
disadvantage. Similarly, assistance for exports of non-traditional items such as tea bags and packet tea
would be advantageous for establishing markets for these high value added items whose share in our
overall a tea exports is small at present.
Questions:
1. Discuss the problem that comforts the Tea Industry in the International sphere.
2. How you asses would the Tea producing states has recommended a package of fiscal reliefs?
Caselet 2
August 12, 1992 was a really bad day for John Martin. That was the day Canada, Mexico and the United
States announced an agreement, in principle, to the North America Free Trade Agreement (NAFTA).
Under the plan, all tariffs between the three countries would be eliminated within the next 10 to 15 years,
with most being cut in five years. What disturbed Martin most was the plan‟s provision that all tariffs on
trade of textiles among the three countries are to be removed within 10 years. Under the proposed
agreement, Mexico and Canada would also be allowed to ship a specific amount of clothing and textiles
made from foreign materials to the United States each year, and this quota would raise slightly over the
first five years of the agreement. “My God!” thought Martin.
Martin is the CEO of a New York based textile company, Martin‟s Textiles. The company has been in the
Martin family for four generations, having been founded by his great grandfather in 1910. Today, the
company employs 1500 people in three New York plants that produce cotton based clothes, primarily
underwear. All production employees are union members and the company has a long history of good
labour relations. The company has never had a labour dispute and Martin, like his father, grandfather, and
great -grandfather before him, regards the workforce as part of the "Martin family". Martin prides himself
not only in knowing many of the employees by name, but also in knowing a great deal about the family
circumstances of many of the long time employees.
Over the past 20 years the company has experienced increasingly tough competition, both from overseas
and at home. The mid 1980s was particularly difficult. The strength of the dollar on the foreign exchange
market during that period enabled Asian producers to enter the US market with very low prices. Since
then, although the dollar has weakened against many major currencies, the Asian producers have not raised
their prices in response to the falling driven by wage rates and labour productivity. Not surprisingly, most
of Martin‟s competitors in the north-eastern United States respond to the intense cost competition by
moving production south, first to states such as South Carolina and Mississippi where non –union labour
Examination Paper of Export and Import Management
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IIBM Institute Of Business Management
could be hired for significantly less than in the unionized North-east, and then to Mexico, where labour
costs for textile workers were less than $2 per hour. In contrast, wage rates are $12.50 per hour at Martin‟s
New York plant and $8 to $10 per hour at non-union textile plants in the south eastern United States.
The last three years have been particularly tough at Martin‟s Textiles. The company has registers a small
loss each year, and Martin knows the company cannot go on like this. His major customers, while praising
the quality of Martin‟s products, have worried him that his prices are getting too high and they may not be
able to continue to do business with him, His long-time banker has told him he must get his labour costs
down. Martin agrees, but he knows of only one surefire way to do that, to move production south, way
south, to Mexico. He has always been reluctant to do that, but now he seems to have little choice. He fear
as that in a5 years the Us market will be flooded with cheap imports from Asian, US and Mexican
companies, all producing in Mexico. It looks like the only way for Martin‟s Textiles to survive is to close
the New York plant and move production to Mexico. All that would be left in the United States would be
the Sales force.
Martin‟s mind was spinning. How could something that throws good honest people out of work be good
for the country? The politicians said it would be good for trade, good for economic growth and good for
the three countries. Martin could not see it that way. What about Mary Morgan who has worked for
Martin‟s for 30 years? She is now 54 year as old. How will she and others like her find another job? What
about his moral obligation to his workers? What about the loyalty his workers have shown his family over
the years? Is this a good way to repay it? How would he break the news to his employees, many of whom
have worked for the company for 10 to 20 years? And what about the Mexican workers? Could they be as
loyal and production in Mexico, he had heard stories of low productivity, poor workmanship high turnover
and high absenteeism. Is this true? If so, how could be ever cope with that? Martin has always felt that the
success of Martin‟s textiles was partly due to the family atmosphere, which encourages worker loyalty,
productivity and attention to quality, an atmosphere that has been built up over four generations. How
could he replicate that in Mexico with a bunch of foreign workers who speak a language he doesn‟t even
understand?
Questions:
1. What are the social costs of benefits to Martin‟s Textiles of shifting production to Mexica?
2. What seems to be the most ethical action?
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. Describe the current issues affecting the Exchange Rate of India.
2. Explain briefly “New Trade Theory”.
S-2-300813
END OF SECTION C
END OF SECTION B
Examination Paper of Human Resource Management
IIBM Institute of Business Management
Examination Paper MM.100
Industrial Relations & Labour Laws
Section A: Objective Type & Short Questions (30 marks)
This section consists of Multiple choices a nd Short Notes type questions.
Answer all the questions.
Part one carries 1 mark each & Part Two carries 5 marks each.
Part One:
Multiple choices:
1. Workers participation in management decision-making is a highly________ concept.
a. Duplex
b. Complex
c. Simplex
d. None of the above
2. The origin of industrial relations in India can be traced in to the:
a. Second world war
b. First world war
c. Third world war
d. British rule
3. Under the payment of wages act, 1936, no wages period shall exceed for one.
a. Four month
b. Two month
c. One month
d. None of the above
4. Collective bargaining is the process of bargaining between________
a. employees & employer
b. workers & workers
c. employees & employees
d. None of the above
5. Layoff can also cause a ________
a. Retirement
b. Grievance
c. Conflict
d. None of the above
6. As per payment of bonus act, accounting year for a company is ________
a. One year
b. Period for which balance sheet is prepared
c. Period for which cash flow is prepared
5
IIBM Institute of Business Management
Examination Paper of Human Resource Management
d. Period for which profit and loss account is prepared
7. WPM stands for_________
a. Workers’ Participation in Management
b. Workers’ Payment of Management
c. Well fare Payment of Management
d. None of the above
8. Causes of Industrial disputes are_________
a. Economic causes
b. Political causes
c. Technological causes
d. All of the above
9. Trade unions of workers in an organization formed by workers to protect their________
a. Working condition
b. Interest
c. Both a & b
d. None of the above
10. A grievance causes in any organization are_________
a. Work environment
b. Supervision
c. Work group
d. All of the above
Part two:
1. What are the steps of Grievances handling Process? Explain it.
2. What are the objectives of ‘Industrial Relations’?
3. Briefly explain the term ‘evolution of Trade unions in India’.
4. Explain the ‘workers’ participation in management’.
END OF SECTION A
Section B: Case lets (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).
Case let 1
6
IIBM Institute of Business Management
Examination Paper of Human Resource Management
Star Automobiles Ltd. Pimpary is in the field of manufacturing of two wheelers. They manufacture and
market mopeds. These are available in the brand names ‘arrow’ and ‘double arrow’ where ‘arrow’ is
their traditional product and ‘double arrow’ is the improved version. The company was started about 20
yrs ago. Their product ‘arrow’ enjoys a reasonably good reputation and they were comfortable in the
market. However, with the entry of the new generation of fuel-efficient mopeds the company started
loosing its market. They immediately started developing the improved ‘double arrow’ but by the time
they came out with this new model the competitors had already strengthened their position in the
market. The arrow model was still acceptable by a segment of the market as it was cheapest vehicle.
‘Double arrow’ is new generation vehicle. It was costlier than Jet but its performance was much
superior. It is compared favorably with the competitors’ products; however it was yet to gain a foot hold
in the market.
The company had to refurbish the marketing activities in order to get back their market share. They
employed young sales engineer to launch a strong sales drive. Mr. Ramesh Tiwari, Btech and a diploma
holder in marketing got selected and was put on the job. Mr. Ramesh Tiwari started well in his new job.
He was given a territory to contact the prospective customers’ and to book the orders. The company had
introduced a new financial assistance scheme. Under this scheme, buyers were given easy loans. It was
particularly advantageous for group booking by employees working in an organization. Mr. Ramesh
Tiwari was able to contact people in different organization, arrange for group bookings and facilitate
the loans. His performance was good in the first year and in the second year of his service. The
company had its own system of rewarding those whose performance happened to be good. They usually
arranged a paid holiday trip for the good performer along with his wife. Mr. Ramesh Tiwari was
accordingly informed by the marketing manager to go to Chennai with his wife on company expenses.
Mr. Ramesh Tiwari asked him as to how much it would cost to the company. The marketing manager
calculated and told him that it would cost about 8000/-. He quickly asked him whether he could get that
8000/- in cash instead of the trip as he had better plans. The marketing manager countered this saying
that it might not be possible to doso. It was not the trading of the company, however he would check
with the personnel manager. After a couple of days, Mr. Tiwari was informed that it would not be
possible to give him a cash reward. Mr. Tiwari grudgingly went for the trip and returned. On his return,
he was heard complaining to one of his colleagues his little daughter was also along with him. The
marketing manager and the personnel manager thought he was a bit too fusy about the money and some
of his colleagues also thought so. During the subsequent days Mr. Ramesh Tiwari’s performance was
not all that satisfactory this showed his lukewarm attitude towards his job and the subordinates.
Questions:
1. Did the personnel manager handle the issue properly?
2. What is your recommendation to avoid such situations in future?
Case let 2
In 1950, with the enactment of the Insurance Act, Government of India decided to bring all the
insurance companies under one umbrella of the Life Insurance Corporation of India (LIC). Despite the
monopoly of LIC, the insurance sector was not doing well. Till 1995, only 12% of the country’s people
had insurance cover. The need for exploring the insurance market was felt and consequently the
Government of India set up the Malhotra Committee. On the basis of their recommendation, Insurance
Development and Regulatory Authority (IRDA) Act was passed in parliament in 2000. This moved
allowed the private insurers in the market with the strong foreign partners with 74:26% stakes. XYZMoon
life was one of the first three private players getting the license to operate in India in the year
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IIBM Institute of Business Management
Examination Paper of Human Resource Management
2000. XYZ Moon life Insurance was a joint venture between the XYZ Group and Moon Inc. of US.
XYZ started off its operations in 1965, providing finance for industrial development and since then it
had diversified in to housing finance, consumer finance, mutual funds and now its latest venture was
Life Insurance. Its foreign partner Moon Inc. had its presence in Asia since the past 75 years catering to
over 1 million customers across 11Asian countries. Within a span of two years, twelve private players
obtained the license from IRDA.IRDA had provided certain base policies like, Endowment Policies,
Money back Policies, Retirement Policies, Team Policies, Whole Life Policies, and Health Policies.
They were free to customize their products by adding on the riders. In the year 2003, the company
becomes one of the market leaders amongst the private players. Till 2003, total market share of private
insurers was about 4%, but Moon Life was performing well and had the market share of about 30% of
the private insurance business. In June 2002, XYZ Moon Life started its operations at Nagpur with one
Sales Manager(SM) and ten Development Officers (DO). The role of a DO was to recruit the agents and
sell a career to those who have an inclination towards insurance and could work either on part time or
full time basis. They were very specific in recruiting the agents, because their contribution directly
reflected their performance. All DOs faced three challenges such as Case Rate (number of policies),
case size (amount of premium), and recruitment of advisors by natural market, personal observations,
nominators, and centre of influence. Incentive of offered by the company to development officers and
agents were based on their performance, which resulted in to internal competition and finally converted
into rivalry. In August 2002, a branch manager joined along with one more sales manager and ten
development officers. Initially, the branch was performing well and was able to build their image in the
local market. As the industry was dynamic in nature, there were frequent opportunities bubbling in the
market. In order to capitalize the outside opportunities, one sales manager left the organization in
January 2003. As the sales manager was a real performer, he was able to convince all the good
performers at XYZ Moon Life Insurance to join the new company. In april 2004, the company faceda
grave problem, when the Branch Manager left the organization for greener pastures. To fill the position,
in May 2004, the company appointed a new branch manager, Shashank Malik, and a sales manager,
Rohit pandey. The branch manager in his early mthirties had an experience of sales and training of
about 12 years and was looking after two branches i.e., Nagpur and Nasik. Malik was given one
Assistant Manager and 25 Development Officers. Out of that, ten were reporting to him. He was given
the responsibility of handling all the operations and the authority to make all the decisions, while
informing the Branch Manager. Malik opined that the insurance industry is a sunrise industry where
manpower plays an important role as the business is based on relationship. He wanted to encourage
one-to-one interaction, transparency and discipline in his organization. While managing his team, he
wanted his co-workers to analyze themselves i.e., to understand their own strengths and weaknesses. He
wanted them to be result-oriented and was willing to extend his full support. Finally, he wanted to
introduce weekly analysis in his game plan along with inflow of new blood in his organization. Using
his vast experience, he began informal interactions among the employees, by organizing outings and
parties, to inculcate the feelings of friendliness and belonging. He wanted to increase the commitment
level and integrity of his young dynamic team by facilitating proper channelization of their energy. He
believed that proper training could give his team a proper understanding of the business and the
dynamics of insurance industry.
Questions:
1. If you were Malik, what strategies would you adopt to solve the problem?
2. With high employee turnover in insurance industry, how can the company retain a person like Malik?
END F SECTION B
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Examination Paper of Human Resource Management
Section C: Applied Theory (30 marks)
This section consists o f 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 is the Collective Bargaining? Explain the Characteristics and types of Collective
Bargaining and write down the different levels of Collective Bargaining?
2. Discuss the wage policy in India with reference to detailed evaluation of the act.
END F SECTION C
S-2-300813
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IIBM Institute of Business Management
Examination Paper of Human Resource Management
IIBM Institute of Business Management
Examination Paper MM.100
Human Resource Development & Training
Section A: Objective Type & Short Questions (30 marks)
This section consists of Multiple Choi ces and Short Notes Type Questions.
Answer all the questions.
Part one carries 1 mark each & Part Two carries 5 marks each.
Part One:
Multiple choices:
1. HRD is the process of helping people to acquire________
a. Competition
b. Completeness
c. Competencies
d. None of the above
2. Techniques of human resource development are also called_______
a. HRD Methods
b. HRD Instruments
c. HRD Mechanism
d. All of above
3. In India HRD began only in______
a. 1970s
b. 1980s
c. 1910s
d. 1990s
4. BARS Stand for______
a. Behaviorally Anchored Rating Scale
b. Behaviorally Anchoring Rating Scale
c. Behaviorally Appraisal Rating Scale
d. None of the above
5. Levels of evaluations of Training programme are:
a. 7
b. 6
c. 5
d. 10
6. Performance appraisal in a _________process of identifying, planning, developing
employee Performance.
a. Multi-Stages
b. Single-Stages
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IIBM Institute of Business Management
Examination Paper of Human Resource Management
c. Dual-Stages
d. All of the above
7. Halo effect is the tendency to the judge all aspects of a________
a. Person’s behaviour
b. Perspective behaviour
c. Performance appraisal
d. All of the above
8. QWL Stand for_______
a. Quality of work life
b. Quality of worker life
c. Quantity of work life
d. None of the above
9. 360- degree feedback can be used s a tool for performance_______
a. Appraisal
b. Analyze
c. Assessment
d. None of the above
10. Career planning is a _______that constitute what a person does for a living.
a. Sequence of career
b. Sequence of jobs
c. Sequence of sum
d. None of the above
Part Two:
1. Discuss the various methods of Appraisal?
2. Briefly explain ‘On the job and Off the job’ methods of Training and Development.
3. Explain the objectives of ‘Performance Appraisal’.
4. Differentiate between HRM and HRD concept.
END OF SECTION A
Section B: Case lets (40 marks)
This section consists of caselets.
Answer all the questions.
Each Caselets carries 20 marks.
Detailed information should from the part of your answer ( Word limit 150 to 200 words.)
Case let 1
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IIBM Institute of Business Management
Examination Paper of Human Resource Management
Introduction to the Organization:
XYZ Company was established 20 years ago, to manufacture gearbox components for diesel engines.
It employs around 250 people, having a head office, which employs a wide range of personnel who
are generally well educated and enthusiastic about their work, and a factory, which employs semiskilled
local people who are generally disinterested in the products of the company and who have an
instrumental attitude to work, seeing salary as the only reward.
Brief Description of the Problem:
The performance of the company has not been good and the records revealed the following facts:
Wastage within the factory was costing the company approximately Rs.100,000 a month.
There was wide spread differences in individual work standards.
Processes were non-standardized resulting in repeated problems.
Management made all decisions and cascaded the results down to employees.
The top management become concerned about the performance of the factory and they hired.
Mr. Tanmoy Deb, an OD consultant to study the problem and suggest specific changes to
relationship and tasks with the following objectives:
To review and improve communication systems.
To restructure the organization and to review teamwork and quality practices.
To review leadership issues across all levels.
Mr. Tanmoy Deb carried out discussions, interviews and surveys and made the following
observation:
There’ and ‘us’ attitude was widely prevalent between head office and factory personnel.
Production personnel lacked technical skills.
Factory employees felt alienated from sharing the Company’s success.
Production systems were adhoc and defective because of frequent variation in standards set.
Many times raw material was found to be of inferior quality.
Rigidly defined job descriptions.
Questions:
1. What in your view are the central human resource issues involved in this case?
2. What Strategy should Mr. Tanmoy Deb develop and implement for improving the present system?
Case let 2
Introduction to the Organization:
XYZ Company is an existing profit making FMCG Company. The company has 600 personnel and
has branches all other the country. It has a separate training department with a Training Manager, Mr.
A.P. Mohan as its head who is supported by two qualified training officers. Mr. Mohan has been in
the company for the last 8 years and is very efficient.
Brief Description of the problem:
Mr. Mohan wants to have the organization. He is fed up with organization politics. He is dissatisfied and
in fact frustrated. There are several reasons attachment to it. First and foremost is that he is not paid
adequately despite the fact that he has brought 12% growth in revenue to the company. Second reason is
that he is not consulted and constantly neglected while making decision on training aspects. Lastly, he
considers himself to be a victim of politics played in the organization. Production Manager
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IIBM Institute of Business Management
Examination Paper of Human Resource Management
is constantly hurting him and interferes with the work. Dr. Ashok Sarao, boss of Mr. A.P. Mohan does
not want him to leave the organization, as he known that the effectively will come down if he leaves
Dr. Ashok tries to convince Mohan that he should adjust himself with the environment and also talk of
how Mohan is constantly neglected. He talks of how politics is played in the organization and
strengths and weaknesses of Mohan but does nothing to convince Mohan. Rather he says that they
have to adjust, as they are part of family run business. In this setting, personal equation rather than
merit works. Mohan is not convinced and says he is leaving.
Questions:
1. Why a high performer like Mr. Mohan decided to leave the organization he has been long part of?
2. Do you think Mr. A.P. Mohan took the right decision to leave the organization? What would you
have done if you were in his shoes?
END OF SECTION B
Section C: Applied Theory (30 marks)
This section consists of Applied Theory Questions.
Answer all the questions.
Each questions carry 15 marks.
Detailed information should from the part of your answer (Word limit 200 to 250 words).
1. What do you mean by Quality of Work Life? Discuss the various techniques for improving
the Quality of work life with the principles of QWL?
2. Discuss the basic concepts of management development. What is the important of
management development in the changing business?
END OF SECTION C
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IIBM Institute of Business Management
