BM/OCT 2009/MGT162/160




INSTRUCTIONS TO CANDIDATES This question paper consists of four (4) parts: PART A (20 Questions) PART B (20 Questions) PART C (5 Questions) PART D (5 Questions)

Answer ALL questions from PART A, PART B and PART C and answer three (3) questions from PART D. i) ii) iii) Answer PART A in the True/False Answer Sheet Answer PART B in the Objective Answer Sheet Answer PART C and PART D in the Answer Booklet. Start each answer on a new page.

Do not bring any material into the examination room unless permission is given by the invigilator. Please check to make sure that this examination pack consists of: i) ii) iii) iv) the Question Paper an Answer Booklet - provided by the Faculty a True/False Answer Sheet - provided by the Faculty an Objective Answer Sheet - provided by the Faculty

This examination paper consists of 9 printed pages
© Hak Cipta Universiti Teknologi MARA CONFIDENTIAL

peers. quality of life. customers. coordinating interdependent groups. owners and the general public. Consistent with their linking function. 12. and shelter are all security needs and form the lowest level in Maslow's hierarchy. top-level managers are most involved in three basic activities: planning and allocating resources. (2) granting of authority. Organizing involves motivating and leading the members of an organization so that they contribute to the achievement of the organization's goals. 7. An organization is a group of individuals who work together toward common goals. 5. Trait research was successful in predicting leadership success consistently. Communication is a dynamic yet rather straightforward process. Control is an important function in the managerial process because it provides a method for ensuring that the organization is moving toward the achievement of its goals.CONFIDENTIAL 2 BM/OCT 2009/MGT162/160 PART A 1. Leadership is the process of determining the tasks to be done. who will do them. 3. 13. The participation aspect of group decision-making usually leads to lower member satisfaction. Survey data show that manufacturing location decisions are dominated by five factors: favorable labor climate. 15. there will be no noise in the communication process. and proximity to the parent company's facilities. 10. To delegate effectively. 14. 2. and managing work group performance. Food. Any increase in the numerator or decrease in the denominator of the productivity equation will result in a productivity increase. and how those tasks will be managed and coordinated. 11. Operational plans define both the markets in which the organization competes and the way in which it competes in those markets. 8. 9. proximity to markets. and (3) establishing accountability. If done properly. water. © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL . proximity to suppliers and resources. managers must understand that delegation involves three distinct but highly related activities: (1) assignment of responsibility. supervisors. Communication is the process managers use to interact with subordinates. 4. suppliers. 6. air.

In a decision-making matrix. or system. discussed in an earlier chapter. Reliability of a control tool. 20. The inventory management schedule is a detailed statement of projected production quantities for each item in each time period. One of the principles of Islamic Management is the practice of favoritism and discrimination. and a feeling of belonging. love. Esteem needs include the desire for friendship. each alternative strategy has a total expected monetary value.CONFIDENTIAL 3 BM/OCT 2009/MGT162/160 16. which is the sum of the known value for that alternative. 17. is the same thing as the reliability of a test used to select the best candidate for a job . 18. © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL .

C. business. coercive. C. referent. B. planning. and marketing. and functional. B. D. A. auditing.) to generate a given output. ticket agents etc. B. and Delta operate with very narrow profit margins. legitimate. and coercive. to maximize shareholder wealth. The four forms of position power are A.CONFIDENTIAL 4 BM/OCT 2009/MGT162/160 PARTB 1. planning. That process is called A. C. these companies try hard to use the fewest inputs (jet fuel. coercive. © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL . The CEO of PespiCo spends a considerable amount of time outlining the activities necessary to achieve the goals of his organization. D. Strategic planning occurs at the following three primary levels within an organization: A. B. The "art of getting things done" through other people was Mary Parket Folletfs classic definition of A. Airlines such as Continental. expert. referent. This information tells us that is a critical managerial issue at major airlines. and information. controlling. and financial. D. coercive. D. marketing. toward common goals. and referent. United. C. business. business. to become more efficient. legitimate. scripting. B. 5. information. legitimate. B. C. business. organizing. reward. and financial. An organization is a group of individuals who work together A. to generate the most profit. organizing. corporate. effectiveness proficiency potency efficiency 4. D. D. As a result. corporate. maintenance hours. management. 6. and expert. 3. 2. corporate. reward. C.

8. motivation. receiver. The forces acting upon Diane Richards that cause her to behave in a specific. D. comparing actual performance with standards. receiver. Qualification from the Islamic Management perspective should be based on one of the following elements. D. feedback. encoder. B. responding to deviations. measuring actual performance. Which of the following choices correctly identifies the basic components of the communication process? A.CONFIDENTIAL 5 BM/OCT 2009/MGT162/160 7. processor. B. facilitator. setting performance standards. 12. Syura (mutual consultation). end-user. message. Originator. B. noise. facilitator. 10. Communication can be symbolic. C. and A. C. C. As-Sunnah. 9. decoder. B. channels. Sender. processor. attitudes. The first step in the process of control is A. Communication is simple. The process of control involves four steps: setting standards of performance. personality. C. Which of the following statements about communication is inaccurate? A. comparing performance to standards. decoder. responding to deviations. Sender. facilitator. C. D. D. B. © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL . communication. The object of communicating is to create some degree of accurate understanding among the participants. and receivers do not remain constant or static. 11. D. goal-directed manner are called A. end-user. anticipating problems. messages. B. D. Amanah (trustworthy). employee empowerment. Self-interest (favouritism). which is: A. abilities. Communication is a process in which sender. Delineator. C. channel. developing organizational structure. medium.

B. D. 17. channels. Communication is simple. C. a promotion. Calvin is responding to his boss's power. Calvin is typically very responsive to his boss's requests because he knows that his boss has the power to grant him tangible benefits such as a pay raise.CONFIDENTIAL 6 BM/OCT 2009/MGT162/160 13. 16. goodness. 15. characteristics. unity of command. commission. unity of delegation. From a consumer perspective. span of control. The process of transforming the responsibility for a specific activity or task to another member of the organization and empowering that individual to accomplish the task effectively is referred to as A. The owner of Adams Services Inc. C. believes that an individual employee should be accountable to only one supervisor. the degree to which the product or service meets the expectations of the customer is called A. The principle that Adams follows is known as A. or a better work schedule. facilitation. chain of command. C. span of control. Communication is a process in which sender. C. D. 14. D. technology. and receivers do not remain constant or static. B. The object of communicating is to create some degree of accurate understanding among the participants. reward legitimate expert coercive © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL . D. messages. Which of the following statements about communication is inaccurate? A. Communication can be symbolic. D. B. B. quality. delegation. A. B. C. In this example.

Herzberg's Two-Factor Model Maslow's Hierarchy of Needs Acquired-Needs Model Equity Model 19. Jane Collins is responsible for overseeing the entire system of policies. esteem. organizing. D. a person has five fundamental needs: physiological. B. According to . quality assurance. A.CONFIDENTIAL 7 BM/OCT 2009/MGT162/160 18. planning. 20. C. C. D. Jane is responsible for A. communication. D. security. affiliation. statistical process control. A process in which a person or group evokes a shared or common meaning to another person or group is called A. B. quality control. transference. C. and guidelines that her organization has established to achieve and maintain quality. © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL . and self-actualization. total quality management. B. procedures.

CONFIDENTIAL 8 BM/OCT 2009/MGT162/160 PARTC QUESTION 1 Describe the three (3) levels of management. (6 marks) QUESTION 2 List and explain the types of single-use plans. (6 marks) QUESTION 4 Write short notes on the following: a) b) c) Functional structure Product divisional structure Geographic divisional structure (6 marks) QUESTION 5 Briefly explain how motivation is related to performance by describing the model M x A=P. (6 marks) © Hak Cipta Universiti Teknologi MARA CONFIDENTIAL . (6 marks) QUESTION 3 Give three (3) advantages and disadvantages of Group Decision Making.

(8 marks) QUESTION 3 What are four (4) primary categories of interpersonal communication? Explain each of the categories and give an example. (10 marks) QUESTION 5 Define Islamic Management and explain any four (4) principles of Islamic Management. (10 marks) END OF QUESTION PAPER © Hak Cipta Universlti Teknologi MARA CONFIDENTIAL .CONFIDENTIAL 9 BM/OCT 2009/MGT162/160 PARTD QUESTION 1 Discuss any five (5) Deming's 14 Points. (2 marks) Explain any four (4) characteristics of effective control system. (10 marks) QUESTION 2 a) b) Define controlling. (10 marks) QUESTION 4 Discuss any five (5) problems in implementing Total Quality Management (TQM).

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