6.
a)
b)
c)
d)
CII Institute of Logistics
PGDSCM/DSCM/ADSCM & CERTIFICATE PROGRAMS
Semester-end Examinations- December 2011
7.
MANAGAEMENT PRINCIPLES FOR LOGISTICIANS
Time: 3 hours
Marks: 100
Part A
Answer all questions
(10 x 1 = 10 Marks)
1.
a)
b)
c)
d)
Which of the following behavioral scientists proposed the Theory Z?
Frederick Herzberg
Douglas Mc Gregor
William Ouchi
F W Taylor
2.
a)
b)
c)
d)
What does the VIE theory emphasize on?
Effort-performance relationship
Performance-reward relationship
Rewards-personal goals relationship
All the above
3.
The leader’s ability to work effectively with the members of the
organization and accomplish team work is termed as
Conceptual skill
Technical skill
Human skill
Design skill
a)
b)
c)
d)
4.
a)
b)
c)
d)
5.
a)
b)
c)
d)
The degree to which power and authority are concentrated at the top
most level of the organization is known as
Formalization
Centralization
Unity of command
Standardization
The comparison of the experience of an employee holding a certain
position with those holding a similar position in an another organization
is referred to as
Self-inside
Other-outside
Self-outside
Other-inside
This function of management bridges the gap between the present and
the future.
Planning
Leading
Staffing
Organizing
a)
b)
c)
d)
……………………………. is the orderly arrangement of collective efforts to
accomplish a common organizational goal.
Division of work
Coordination
Delegation
Span of control
8.
a)
b)
c)
d)
Which among the following is not an internal source of recruitment?
Transfers
Promotion
Direct applications
Employee referrals
9.
To make the decision making process effective this model believed that
man is completely rational in taking decisions based on the best
alternative available. Which is the model?
Economic man model
Administrative man model
Social man model
None of the above
a)
b)
c)
d)
10.
i.
ii.
iii.
iv.
v.
a)
b)
c)
d)
Arrange Maslow’s Need hierarchy in the order they are satisfied.
Safety needs
Physiological needs
Esteem needs
Social needs
Actualization needs
i,ii,iii,iv,v
ii,iv,v,i,iii
ii,iv,i,iii,v
ii,i,iv,iii,v
Part B
1.
2.
3.
Answer any four
(4x15= 60 marks)
Compare and evaluate Maslow’s theory of motivation with that of
Herzberg’s and Alderfer’s Motivational theory.
Planning and forecasting being indispensible tools for the smooth
functioning of the organization, how would you analyze the positive and
the negative aspect of planning?
Explain the recruitment process and analyze the merits and demerits of
internal as well as external recruitment.
4.
5.
6.
Compare and contrast
A. Formal & informal organizations
B. Centralization & Decentralization
C. Authority & Responsibility
How are the following important from the Management point of view?
A. Line and staff function
B. Job analysis
C. Management information systems(MIS)
Decision making is an essential part of modern management and also the
regular activity of managers. To make this part effective what should be
the process to be followed?
Part C
Case study
(2*15=30 marks)
Please read the case and answer the questions given below:
Ashrita Airlines (AA), a Mumbai-based company, operated flights to all the Asian
countries. In all these countries, AA had subsidiaries which offered Airport Terminal
Services. The services included traffic control, cargo services, security services and
catering (for staff and passengers). The subsidiary in each country was headed by a
country manager who enjoyed a great degree of freedom and could take many
decisions without having to consult the headquarters.
salaries to its employees. Arora, thereafter, cautioned the erring employee to
rectify his behavior to prevent such a situation from recurring. If it came to his
notice that there have been more than three occasions in which a customer has
complained against an employee, he demoted the employee or fired him.
Arora wanted to further improve the service offered to customers. He hired the
services of leading consultancy—Apple consultants who offered special training
programs in customer service to airline employees. The training enabled AA to
improve its quality of customer service. In a customer survey conducted a few
months after the employees had been trained, most of the customers who traveled
by AA rated the organization’s customer service as excellent.
AA’s terminal services division in India received many awards for its excellent
customer service and superior quality services. The subsidiary in India offered
engineering services apart from other regular services like cargo, security and
catering. Some international airlines used AA’s services and paid for them this
became an additional source of revenue for AA and its profitability increased.
On the founders’ day celebrations of the organization, the CEO of the organization
praised and rewarded Arora for his efforts to improve customer service. The other
country managers present at the function were impressed and announced their
plans to follow in Arora’s footsteps, and make their subsidiaries efficient and
profitable in a similar way.
Questions for analysis:
1.
The organization structure at AA was flat in nature. Under the CEO, there were
country managers. Under country managers, there were functional managers. All
functional executives reported to the respective functional managers. For example
finance executives reported to finance manager and sales executives reported to
sales manager.
AA rotated its employees through different jobs to help them acquire cross
functional expertise. But the policy of job rotation did not apply to specialists such
as engineers and technicians.
AA’s country manager in India, Ajay Arora (Arora), focused on improving the
efficiency of the organization’s terminal services. Arora paid close attention even to
minute details of the company’s operations. He ensured that the food served on
flight conformed to the customers’ tastes and preferences, and that the
passengers’ luggage was transferred from the flight to the luggage room within
minutes and they did not have to wait for more than 10 minutes for their luggage.
If any customer reported any problem in dealing with any employee at AA, Arora
immediately took action in the matter. He called the employee who had interacted
with the customer and brought to his notice the customer’s complaint about his
service. Arora also pointed out to the employee that if one customer left AA, it
meant a loss of business for the company. He emphasized the fact that if AA were
to continue to lose business each day due to inappropriate behavior of employees,
soon the organization would become bankrupt and would not even be able to pay
2.
What type of organization structure did AA have? Discuss the
advantages and disadvantages of this structure. What are the
different methods of departmentalization used in organization?
Was the process of decision making centralized or decentralized in
AA? How did it benefit the organization? What are the possible
negative effects of decentralization?
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