Professional Documents
Culture Documents
E1 – Enterprise Operations
Enterprise Pillar
E1 – Enterprise Operations
28 August 2012 – Tuesday Morning Session
Instructions to candidates
You are allowed 20 minutes reading time before the examination begins
during which you should read the question paper and, if you wish, highlight
and/or make notes on the question paper. However, you will not be allowed,
under any circumstances, to open the answer book and start writing or use
your calculator during the reading time.
You are strongly advised to carefully read ALL the question requirements
before attempting the question concerned (that is all parts and/or sub-
questions).
ALL answers must be written in the answer book. Answers or notes written
on the question paper will not be submitted for marking.
The list of verbs as published in the syllabus is given for reference on page
11.
Write your candidate number, the paper number and examination subject title
in the spaces provided on the front of the answer book. Also write your
contact ID and name in the space provided in the right hand margin and seal
to close.
Tick the appropriate boxes on the front of the answer book to indicate the
questions you have answered.
TURN OVER
Your answers should be clearly numbered with the sub-question number and ruled off so the
markers know which sub-question you are answering. For multiple choice questions you
need only write the sub-question number and the answer option you have chosen. You
do not need to start a new page for each sub-question.
Each of the sub-questions numbered from 1.1 to 1.10 inclusive, given below, has only ONE
correct answer. Each is worth two marks.
Question One
1.1 The most significant emerging global economies, in terms of growing power and
influence, are normally referred to as which ONE of the following categories?
A Developed economies
B BRIC economies
C Northern hemisphere economies
D G14 economies
(2 marks)
1.2 According to Herzberg, pay, status and working conditions are examples of which ONE of
the following?
A The preference of Theory Y workers
B Self actualisation
C Motivators
D Hygiene factors
(2 marks)
1.5 In social marketing, goods that society discourages because of their negative social
effects are known as which ONE of the following?
A Demerit goods
B Durable goods
C International embargoes
D Imports
(2 marks)
1.6 Organisational costs associated with contracted out activities are known as which ONE of
the following?
A Transaction costs
B Offshoring costs
C Transfer costs
D Social costs
(2 marks)
1.7 For organisations failing to adopt the marketing philosophy, which ONE of the following is
NOT recognised as an alternative?
A Sales orientation
B Product orientation
C Lean orientation
D Production orientation
(2 marks)
1.8 Corporate political activity often involves which ONE of the following?
A Clarifying corporate social responsibility
B Scanning the microenvironment
C Lobbying and political campaign contributions
D Internal marketing
(2 marks)
1.10 Which ONE of the following is the most complete measure of national economic growth?
A Inflation levels
B Unemployment levels
C The overall level of the FTSE 100 index
D Gross National Product
(2 marks)
Reminder
All answers to Section A must be written in your answer book
Answers or notes to Section A written on the question paper will not
be submitted for marking
End of Section A
Section B starts on the opposite page
Question Two
(a) Identify FIVE main advantages of keeping an in-house IS function.
(5 marks)
(b) Explain the benefits of Computer Aided Design (CAD) and Computer Aided
Manufacturing (CAM) to an organisation.
(5 marks)
(c) Explain how Material Requirements Planning (MRP) might improve operations.
(5 marks)
(d) Describe briefly the FIVE main stages involved in the (rational) process of consumer
behaviour when making a purchase.
(5 marks)
(e) Explain queuing theory and give examples of the ways in which it might benefit a hospital
providing services to the public.
(5 marks)
(f) Identify FIVE potential difficulties that might arise for an organisation following the
introduction of a new system if support and training are inadequate.
(5 marks)
End of Section B
TURN OVER
Question Three
BC4 is a manufacturer of bedroom furniture with four factories in the south of the country. As a
result of declining company financial performance, the Managing Director (MD) engaged a
management consultant to conduct an overall review of BC4’s activities and highlight the issues
of greatest concern.
• No systematic Quality Control exists and differing operating efficiencies exist both within
and between BC4’s factories;
• There is an increasing incidence of furniture being returned which requires replacement
or reworking. There are also a substantial number of items returned as part of extended
guarantee arrangements;
• Currently BC4 tries to sell its full product range to all potential customers, even though it
is geographically difficult to fulfil obligations to customers in the north of the country.
BC4 needs to rethink this marketing approach and should undertake careful market
segmentation.
Having considered the consultant’s report, the MD has decided that BC4 will conduct a detailed
exercise in market segmentation and, furthermore, will put in place measures to improve product
quality. He thinks that obtaining certification under international quality standard ISO 9000
should deliver significant benefits to BC4, even though the company has no immediate plans to
sell globally. The Production Manager has, however, previously suggested to him that the way
forward is to employ dedicated Quality Control (QC) inspectors as part of a Quality Control (QC)
system.
Required:
(a) Describe the advantages of market segmentation to BC4.
(10 marks)
(b) Describe the advantages of quality standard ISO 9000 certification to BC4.
(10 marks)
(c) Discuss briefly how the Production Manager's suggestion could benefit BC4 as
part of an alternative Quality Control (QC) system.
(5 marks)
One of T42’s founders has retired but the other acts as Chief Executive. He meets monthly with
the company’s Chief Operations Officer to review company strategy and performance (including
budgetary position and comparative ratio analysis from the competitive benchmarking that T42
undertakes). At the last meeting they noted that
• staffing costs as a proportion of sales are higher than its competitors;
• several competitors are now offshoring some of their activities;
• T42’s technicians are highly skilled and knowledgeable but in only a few systems.
The Chief Executive drew reference to the training budget and has asked if economies could be
made.
For their next scheduled meeting the Chief Operations Officer has agreed to investigate the
potential for offshoring part of T42’s operations and introducing job rotation amongst
technicians. She has also agreed to review current training provision.
Required:
(a) Describe the issues T42 should take account of as part of its consideration of the
potential for offshoring.
(10 marks)
(b) Explain the benefits of introducing job rotation amongst technicians for T42.
(10 marks)
(c) Discuss briefly the factors that should be taken into account when deciding upon
T42's training provision and budget.
(5 marks)
(Total for Question Four = 25 marks)
It is important that you answer the question according to the definition of the verb.
LEARNING OBJECTIVE VERBS USED DEFINITION
Level 1 - KNOWLEDGE
What you are expected to know. List Make a list of
State Express, fully or clearly, the details/facts of
Define Give the exact meaning of
Level 2 - COMPREHENSION
What you are expected to understand. Describe Communicate the key features
Distinguish Highlight the differences between
Explain Make clear or intelligible/State the meaning
or purpose of
Identify Recognise, establish or select after
consideration
Illustrate Use an example to describe or explain
something
Level 3 - APPLICATION
How you are expected to apply your knowledge. Apply To put to practical use
Calculate Ascertain or reckon mathematically
Demonstrate To prove with certainty or to exhibit by
practical means
Prepare Make or get ready for use
Reconcile Make or prove consistent/compatible
Solve Find an answer to
Tabulate Arrange in a table
Level 4 - ANALYSIS
How you are expected to analyse the detail of Analyse Examine in detail the structure of
what you have learned. Categorise Place into a defined class or division
Compare and contrast Show the similarities and/or differences
between
Construct Build up or compile
Discuss Examine in detail by argument
Interpret Translate into intelligible or familiar terms
Prioritise Place in order of priority or sequence for action
Produce Create or bring into existence
Level 5 - EVALUATION
How you are expected to use your learning to Advise Counsel, inform or notify
evaluate, make decisions or recommendations. Evaluate Appraise or assess the value of
Recommend Propose a course of action
E1 – Enterprise Operations
September 2012