EXAMINATION PAPER Spring 2009

MODULE CODE: MODULE TITLE: DATE: TIME: KCB 05 Operations Management

INSTRUCTIONS TO CANDIDATES:
You will receive a clean copy of the case study and no other material is allowed into the exam Answer all questions in section A relating to the CASE STUDY

Answer Two questions from a choice of questions in section B TIME ALLOWED:

PLEASE DO NOT TURN OVER THIS PAGE UNTIL INSTRUCTED TO DO SO BY THE INVIGILATOR.

health-care giants onto computerized forms and then zip it back by satellite to the U. But hopeless? Well. is a good answer to a question one hears often these days: Is Africa hopeless? To be sure. 2001 A27 ACCRA. I was at a dinner where a debate broke out between a leader of Ghana's Trades Union Congress and the Country's deputy minister of finance over how much to raise the minimum wage. You see. [The way it works is] claim forms are sent from the U. I kept looking over the shoulder of the Ghanaian techies to see if. The evening before I visited the ACS operation. Ghana If you're wondering why I came to Ghana. in air-conditioned rooms with a radio playing "Don't Worry. "but basically you just have to know English and be able to type 60 words per minute at 95 percent accuracy. and certainly not at the ACS office. I'm enrolled with Aetna health insurance." he added.working in three eight-hour shifts and connected to the U. There. You have to imagine this scene: You step off the steamy streets of Accra.S.S. We train you for the rest. really." . by chance. "We now have 400 people on this floor. go up three floors. Ghana's minimum wage is about 80 cents a daya rich country made poor by decades of misrule. as well as Keystone Mercy Health Care.S. the Ghana manager for ACS." said Bossman Dowuona-Hammond.punch the raw claims data sent to them by U. where this data processing is going on." "Ghana is the first country in Africa to get into this sort of tele-computing. They were arguing over an increase of 10 cents a day. have given up all hope.-based ACS Inc. or a future. and they key in the data on computerized forms and then send it back to the States. a country or continent can be hopeless only if the best and the brightest. Be Happy. "It helps to have computer skills. has moved a large chunk of its data processing to a modern high-rise in downtown Accra. they were processing my forms! The Ghana office of the U. they come up on the screen of each data processor. 400 young Ghanaian techies .000 later this year. for final processing. by satellite . through a satellite. It was sad. I can now reveal the truth: I came to check my health insurance. but we plan to expand to 1. by photo image. And Aetna.S. one tele-computing office does not make an economy. and all you see in every direction is a sea of young Ghanaians doing data processing on computers. No.S. Since I had recently filed a claim with Aetna. so imagine the skills and work ethic they take when they go to other jobs [in Ghana].EXAM CASE STUDY It takes a satellite: back-office jobs that benefit Africa Thomas Friedman New York Times.S. We're expecting UPS and American Express to move some of their data processing here too. These young people have to adapt to U. particularly the young. And I did not find that in Ghana. May 8. standards.

14 other data processing firms came over to scout Ghana for their back-office computing work.we should too. "I studied computers at the polytechnic. a top processor." says Mr." Calling Africa hopeless today is morally offensive. you are feeding 15 in the urban areas and 30 to 35 in rural areas. and analytically wrong. because it condemns millions of people to no future. Yes. "In Africa.In a country where the average income is about $300 a year. As long as they have hope and they do . and this sort of job makes them self-dependent. In Africa. government is the biggest employer. They also get free transport to work (there are no public buses here). "If this weren't here I would have been a secretary for a lot less pay. In February. "If all these people were to be employed by government their incomes would be so low it would have no impact on their lives. Ghana has fallen way behind. the best ACS data processors make $300 a month. Most of my friends are trying to get a job here. 90 percent of my employees are female. ." said Ruth AnaneDarko. But the information revolution offers young Ghanaians a real chance to leap forward in ways they never could have dreamt of just a decade ago. India. 24. if you give decent employment to one person. and not all bad." One reason AIDS has spread so quickly in Africa is that young girls without work have to sell their bodies for food. the Philippines. Also. Hong Kong all started with this sort of simple data processing and then moved up to more complex code-writing and software design. Dowuona-Hammond. plus meals and free health care. There are multiple trends here.

analyse the position in relation to this operation for the US companies involved." Critique this statement with reference to the online revolution (10 marks) . Economic. Suggest any likely future technological enhancements to the process. Identify and evaluate supply chain factors that are essential to the success of such a venture. (10 marks) 2 PESTLE (Political. (10 marks) 3 The operation described in the study appears to be successful. Legislative and Environmental) factor analysis helps identify external drivers of change in an organisation.SECTION A – Section A Answers in section A should be short and factual but with academic referenced support cited and related to the Case Study Each Question in Section A is worth 10 marks 1 Developments of the kind identified in the Ghanaian venture are a recent occurrence. For any THREE PESTLE elements. Social. Identify new technological developments that have made this possible and explain why. Technological. (10 marks) 4 "The information revolution offers young Ghanaians a real chance to leap forward in ways they never could have dreamt of just a decade ago.

(30 marks) 8 Offer a persuasive argument for how supply chain management can offer a significant contribution to the bottom line. Include references and illustrations as appropriate. (30 marks) .Section B: Answer TWO questions from this section each is worth 30 marks 5 Illustrate the significance of information and knowledge in the growth of the knowledge economy. (30 marks) 7. Provide a contrast between these two approaches. predominant consumer goods. Your answer should include both business case examples and relevant references from the field. How should computerised information systems be specified in order to recognise differing needs of different users and stakeholders? What effect does the specification approach have on information systems failure? Illustrate your answer with examples and relevant references. Offer examples and references to support points made (30 marks) 6. technology. and physical/intellectual resources. Justify the choice and application of EITHER a ‘Continuous Improvement’ (CI) OR a ‘Business Process Re-engineering’ (BPR) approach to faciliating organisational change. given the shift in the nature of the following: organisational factors.

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