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Examination Paper
1
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
Material Management
..
1. Season Index =
a. =Period average demand / deseasonalized demand
b. =deseasonalized demand / period average demand
c. =Period average demand / average demand for all periods
d. = average demand for all periods / period average demand
2. Poke-yoke was first introduce by
a. Edger Schein of America
b. Lawrence D. Miles of U.S.A
c. Shigeo Shingo of Japan
d. None of the above
3. Utilization is the consolidation of several units into large units, called
a. Units loads
b. Unit system
c. Unit wait
d. None of the above
...
10. Which file contains a record for each part manufactured
a. The routing file
b. The product structure file
c. Item master file
d. Work center master file
Part Two:
1. Write a note on “ERP” (Enterprise Resource Planning).
2. What do you understand by ‘Operation Overloading’?
3. What is “Two –Bin System”.
4. Explain the “Just in time” philosophy.
....
1. Calculate the available to promise (ATP) using the following data. There are 100 units on hand.
Week 1 2 3 4 5 6
Customer Orders 70 70 20 40 10
MPS 100 100 100
ATP
2. Given the following data, can an order for 30 more units delivery in week 5 be accepted? If not,
what do you suggest can be done?
Week 1 2 3 4
Forecast 80 80 80 70
Customer Orders 100 90 50 40
Projected Available
Balance
140
MPS
3. Given the following parents and components, construct a product tree. Figures in parentheses
show the quantities per item. How many Gs are needed to make one A?
Parent A B C E
Component B(2) E(2) G(2) G(4)
C(4) F(1) F(3)
D(4) H(2)
4. An order for 100 of a product is processed on operations A and operations B. the setup time on A
is 50 minutes, and the run time per piece is 9 minutes. The setup time on B is 30 minutes, and the
run time is 6 minutes per piece. It takes 20 minutes to move a lot between A and B. since this is a
rush order, it is given top priority (president’s edict) and is run as soon as it arrives at either
workstation.
It is decided to overlap the two operations and to split the lot of 100 into two lots of 60 and 40.
When the first lot is finished on operation A, it is moved to operation B where it is set up and run.
Meanwhile, operation A completes the balance of the 100 units (40) and sends the units over to
operation B. These 40 units should arrive as operation B is completing the first batch of 60; thus,
operation B can continue without interruption until all 100 are completed.
a. Calculate the total manufacturing lead time for operation A and for B without overlapping.
Examination Paper
4
IIBM Institute of Business Management
b. Calculate the manufacturing lead time if the operations are overlapped. How much time is
saved?
...
1. Suppose a manufacturer makes wagons composed of a box body, a handle assembly, and two
wheel assemblies. Demand for the wagons is 500 a week. The wheel assembly capacity is 1200
sets a week, the handle assembly capacity is 450 a week, and final assembly can produce 550
wagons a week.
a. What is the capacity of the factory?
b. What limits the throughput of the factory?
c. How many wheel assemblies should be made each week?
d. What is the utilization of the wheel assembly operation?
e. What happens if the wheel assembly utilization is increased to 100?
2. If the annual cost of goods sold is $12 million and the average inventory is $2.5 million:
a. What is the inventory turns ratio?
b. What would be the reduction in average inventory if, through better materials management,
inventory turns were increased to 10 times per year?
c. If the cost of carrying inventory is 20% of the average inventory, what is the annual savings?
3. Suppose management stated that it could tolerate only one stock out per year for a specific item.
For this particular item, the annual demand is 52,000 units, it is ordered in quantities of 2600, and
the standard deviation of demand during the lead time is 100 units. The lead time is one week.
Calculate:
a. Number of orders per year.
b. Service level.
c. Safety stock.
d. Order point.
4. Delivery of goods from a supplier is in transit for ten days. If the annual demand is 4200 units,
what is the average annual inventory in transit?
END OF SECTION C
----------------------------------------------------------- ***--------------------------------------------------------

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Examination Paper Semester I: Managerial Economics
IIBM Institute of Business Management
IIBM Institute of Business Management
Semester-1 Examination Paper MM.100
Managerial Economics

1. It is a study of economy as a whole
a. Macroeconomics
b. Microeconomics
c. Recession
d. Inflation
2. A comprehensive formulation which specifies the factors that influence the demand for the
product
a. Market demand
b. Demand schedule
c. Demand function
d. Income effect
3. It is computed when the data is discrete and therefore incremental changes is measurable
a. Substitution effect
b. Arc elasticity
c. Point elasticity
d. Derived demand
4. Goods & services used for final consumption is called
a. Demand
b. Consumer goods
c. Producer goods
d. Perishable goods
5. The curve at which satisfaction is equal at each point
a. Marginal utility
b. Cardinal measure of utility
c. The Indifference Curve
d. Budget line
Examination Paper Semester I: Managerial Economics
IIBM Institute of Business Management
……………………….
3. What is ‘Prisoner’s Dilemma’, of non cooperative game?
4. What is ‘Third degree Discrimation’?

Case let 1
The war on drugs is an expensive battle, as a great deal of resources go into catching those who buy or
sell illegal drugs on the black market, prosecuting them in court, and housing them in jail. These costs
seem particularly exorbitant when dealing with the drug marijuana, as it is widely used, and is likely no
more harmful than currently legal drugs such as tobacco and alcohol. There's another cost to the war on
drugs, however, which is the revenue lost by governments who cannot collect taxes on illegal drugs. In a
recent study for the Fraser Institute, Canada, Economist Stephen T. Easton attempted to calculate how
much tax revenue the government of the country could gain by legalizing marijuana. The study estimates
that the average price of 0.5 grams (a unit) of marijuana sold for $8.60 on the street, while its cost of
production was only $1.70. In a free market, a $6.90 profit for a unit of marijuana would not last for long.
Entrepreneurs noticing the great profits to be made in the marijuana ……………………….
Questions
1. Plot the demand schedule and draw the demand curve for the data given for Marijuana in the case
above.
2. On the basis of the analysis of the case above, what is your opinion about legalizing marijuana in
Canada?
Case let 2
Companies that attend to productivity and growth simultaneously manage cost reductions very differently
from companies that focus on cost cutting alone and they drive growth very differently from companies
that are obsessed with growth alone. It is the ability to cook sweet and sour that under grids the
remarkable performance of companies likes Intel, GE, ABB and Canon. In the slow growth electrotechnical
business, ABB has doubled its revenues from $17 billion to $35 billion, largely by exploiting
new opportunities in emerging markets. For example, it has built up a 46,000 employee organization in
the Asia Pacific region, almost from scratch. But it has also reduced employment in North America and
Western Europe by 54,000 people. It is the hard squeeze in the north and the west that generated the
resources to support ABB's massive investments in the east and the south. Everyone knows about the
staggering ambition of the Ambanis, which has fuelled Reliance's evolution into the largest private
company in India. Reliance has built its spectacular rise on a similar ability to cook sweet and sour. What
people may not be equally familiar with is the relentless focus on cost reduction and productivity growth
that pervades the company. Reliance's employee cost is 4 per cent of revenues, against 15-20 per cent of
……………..Questions
1. Is Indian companies running a risk by not giving attention to cost cutting?
2. Discuss whether Indian Consumer goods industry is growing at the cost of future profitability.
3. Discuss capital and labour productivity in engineering context and pharmaceutical industries in
India.
4. Is textile industry in India performing better than its global competitors?

1. Free trade promotes a mutually profitable regional division of labour, greatly enhances the
potential real national product of all nations and makes possible higher standards of living all
over the globe.” Critically explain and examine the statement.
2. What role does a decision tree play in business decision-making? Illustrate the choice between
two investment projects with the help of a decision tree assuming hypothetical conditions about
the states of nature, probability distribution, and corresponding pay-offs.

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Examination Paper of Semester III
IIBM Institute of Business Management 1
IIBM Institute of Business Management
Semester-III Examination Paper MM.100
Marketing Research

1. Process involving segmentation target market selection and positioning is called
a. Marketing Strategy
b. Marketing plan
c. Marketing Intelligence
d. None of the above
2. 4 Ps of Marketing is
a. Product, Pricing, Procurement, Place
b. Place, Pricing, Plan, Product
c. Product, Pricing, Promotion, Place
d. None of the above
3. Type of Marketing research scale in which variable can be used to compute the commonly used
statistical measures like average etc is
a. Ordinal scale
b. Ratio scale
c. Internal scale
..
8. Graph useful for making extrapolations beyond observed data points is
a. Scatter graph
b. Histograph
c. Pistograph
d. Line graph
9. Ho symbolises for
a. Null hypothesis
b. ANOVA series
c. Both (a) & (b)
d. None of the above
10. Target population in sampling process is
a. Population which is to be sampled
b. Population which is distributed
c. Population which is isolated
d. None of the above
Part Two:
1. What are the major methods of doing primary research?
2. What is missing data?
3. What do you understand by Survey?
4. Define Data mining?
END OF SECTION A

Caselet 1
HERO CYCLES PVT. LIMITED
Hero Bicycles Pvt. Ltd. is a Ludhiana-based bicycle manufacturing company. Hero is one of the
biggest bicycle manufacturing companies in the world. Basically, Hero has attained its present
commanding heights after long years of struggle. It started as a sole proprietorship concern in 1950.
Mr. C. L. Munjal who owned a bicycle repair shop in Ludhiana has four sons who joined hands with
their father and established a partnership concern. ...
study objectives as follows:
1. To study the buyers’ needs and behaviour after establishing certain basic attributes of bicycles
needed by them.
2. To study the dealers’ attitudes towards Hero Bicycle policies and its products.
3. To distinguish the rural buyers’ needs and attitudes from those of the urban buyers.
Examination Paper of Semester III
IIBM Institute of Business Management 4
Ms. Anuradha decided to adopt an exploratory research design because much secondary data
were not available. She wanted to collect primary data on the buyer’s and dealers’ attitudes. For this,
she decided to take a sample of 100 buyers (males and females) ..
because of limited time within which the research report is to be prepared. But she justified that
buyers and dealers attitudes would be same even in larger sample as people have similar viewpoints
regarding bicycles.
1. Was the problem identification and formulation systematically carried out? Discuss and put
forward your viewpoints for improvement in this regard.
2. Whether the objectives were decided and listed in an appropriate manner? Whether hypothesis
were to be formulated? What can be the hypothesis in this case?
Caselet 2
Robotronics, Inc
Robotronics has just finished its third year of operations. A wholly owned subsidiary of a major
manufacturing company, Robotronics had been set up to handle the manufacture and sales of an
industrial production robot developed by the parent company. Primarily used for transferring material
in the manufacturing process, the robot has uses in machine loading and unloading, stacking, welding,
and molding operations. Once its memory was “programmed,” ..
1. If a sample of 100 of each category were requested, what sampling technique would you
recommend be used? Why?
2. What types of errors, if any, would likely be present because of the sampling process being used?
...
1. What is Right to Privacy? Why is it relevant to Marketing Research.
2. What do you understand by cluster analysis and how they are useful in Market Segmentation?
END OF SECTION C
--------------------------------------------------------------- ***- -----------------------------------------------------

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Examination Paper of Semester III
IIBM Institute of Business Management 1
IIBM Institute of Business Management
Semester-III Examination Paper MM.100
Marketing Research

1. Process involving segmentation target market selection and positioning is called
a. Marketing Strategy
b. Marketing plan
c. Marketing Intelligence
d. None of the above
2. 4 Ps of Marketing is
a. Product, Pricing, Procurement, Place
b. Place, Pricing, Plan, Product
c. Product, Pricing, Promotion, Place
d. None of the above
3. Type of Marketing research scale in which variable can be used to compute the commonly used
statistical measures like average etc is
a. Ordinal scale
b. Ratio scale
c. Internal scale
..
8. Graph useful for making extrapolations beyond observed data points is
a. Scatter graph
b. Histograph
c. Pistograph
d. Line graph
9. Ho symbolises for
a. Null hypothesis
b. ANOVA series
c. Both (a) & (b)
d. None of the above
10. Target population in sampling process is
a. Population which is to be sampled
b. Population which is distributed
c. Population which is isolated
d. None of the above
Part Two:
1. What are the major methods of doing primary research?
2. What is missing data?
3. What do you understand by Survey?
4. Define Data mining?
END OF SECTION A

Caselet 1
HERO CYCLES PVT. LIMITED
Hero Bicycles Pvt. Ltd. is a Ludhiana-based bicycle manufacturing company. Hero is one of the
biggest bicycle manufacturing companies in the world. Basically, Hero has attained its present
commanding heights after long years of struggle. It started as a sole proprietorship concern in 1950.
Mr. C. L. Munjal who owned a bicycle repair shop in Ludhiana has four sons who joined hands with
their father and established a partnership concern. ...
study objectives as follows:
1. To study the buyers’ needs and behaviour after establishing certain basic attributes of bicycles
needed by them.
2. To study the dealers’ attitudes towards Hero Bicycle policies and its products.
3. To distinguish the rural buyers’ needs and attitudes from those of the urban buyers.
Examination Paper of Semester III
IIBM Institute of Business Management 4
Ms. Anuradha decided to adopt an exploratory research design because much secondary data
were not available. She wanted to collect primary data on the buyer’s and dealers’ attitudes. For this,
she decided to take a sample of 100 buyers (males and females) ..
because of limited time within which the research report is to be prepared. But she justified that
buyers and dealers attitudes would be same even in larger sample as people have similar viewpoints
regarding bicycles.
1. Was the problem identification and formulation systematically carried out? Discuss and put
forward your viewpoints for improvement in this regard.
2. Whether the objectives were decided and listed in an appropriate manner? Whether hypothesis
were to be formulated? What can be the hypothesis in this case?
Caselet 2
Robotronics, Inc
Robotronics has just finished its third year of operations. A wholly owned subsidiary of a major
manufacturing company, Robotronics had been set up to handle the manufacture and sales of an
industrial production robot developed by the parent company. Primarily used for transferring material
in the manufacturing process, the robot has uses in machine loading and unloading, stacking, welding,
and molding operations. Once its memory was “programmed,” ..
1. If a sample of 100 of each category were requested, what sampling technique would you
recommend be used? Why?
2. What types of errors, if any, would likely be present because of the sampling process being used?
...
1. What is Right to Privacy? Why is it relevant to Marketing Research.
2. What do you understand by cluster analysis and how they are useful in Market Segmentation?
END OF SECTION C
--------------------------------------------------------------- ***- -----------------------------------------------------

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Examination Paper of Marketing Management
1
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
Subject Code- B104 Marketing Management

1. It is a concept where goods are produced without taking into consideration the choices or tastes of
customers.
a. Marketing mix
b. Production concept
c. Marketing concept
d. Relationship marketing
2. It involves individuals who buys products or services for personal use and not for manufacture or
resale.
a. Environment analysis
b. Macro environment
c. Micro environment
d. Consumer
3. It is the groups of people who interact formally or informally influencing each other?s attitudes&
behavior.
a. Consumer behavior
b. Culture
c. Reference groups
d. Primary groups
..
10. An art that predicts the likelihood of economic activity on the basis of certain assumptions:
a. Compensation
b. Sales forecasting
c. Sales budgeting
d. Selling policy
Part Two:
1. Define Marketing Mix.
2. Discuss the concept of Benchmarking.
3. Write a short note on Target Marketing.
4. What do you understand by Pricing Strategy?

Caselet 1
Ask the company top brass what „almost there? means. The answer: a premier Indian retail company
that has come to be known as a specialty chain of apparel and accessories. With 52 product categories
under one roof, Shoppers? Stop has a line-up of 350 brands. Set up and headed by former Corona
employee, B. S. Nagesh, Shoppers? Stop is India?s answer to Selfridges and Printemps. As it proudly
announces, „We don?t sell, we help you buy.? Back in 1991, there was the question of what to retail.
Should it be a supermarket or a departmental store? Even an electronics store was considered. Finally,
common sense and understanding won out. The safest bet, ...
was extra space of 67,000 sq. ft. Carrying the perfect experience to the shop floor is an attempt to
stack goods in vast open spaces neatly. Every store has a generic structure, though regional customer
variances are accounted for. Each store is on lease, and this is clearly Shoppers? Stop?s most
expensive resource proposition – renting huge spaces in prime properties across metros, so far
totaling 210,000 sq. ft of retail space. Getting that space was easy enough for Shoppers? Stop, since
its promoter is the Mumbai-based Raheja Group, which also owns 62 per cent of the share capital.
Examination Paper of Marketing Management
5
IIBM Institute of Business Management
Questions:
1. What are the significant factors that have led to the success of Shoppers? Stop?
2. How should Shoppers? Stop develop its demand forecasts?
Caselet 2
The rise of personal computers in the mid 1980s spurred interest in computer games. This caused a
crash in home Video game market. Interest in Video games was rekindled when a number of different
companies developed hardware consoles that provided graphics superior to the capabilities of
computer games. By 1990, the Nintendo Entertainment System dominated the product category. Sega
surpassed Nintendo when it introduced its Genesis System. By 1993, Sega commanded almost 60 per
cent of Video game market and was one of the most recognized brand names among the children.
Sega?s success was short lived. In 1995, Saturn (a division of General Motors) launched a new 32-bit
system. The product was a miserable failure for a number of reasons. Sega was the primary software
developer for Saturn and it did not support efforts by outside game developers to design compatible
games. In addition, Sega?s games were often delivered quite late to retailers. ......
bunch, as they see many advantages in playing games on their computers rather than consoles. For
one thing, they have a big advantage of having access to a mouse and a keyboard that allow them to
play far more sophisticated games. In addition, they have been utilizing the Internet for years to
receive game updates and modifications and to play each other over the Web. Sony and Microsoft are
intent on capturing a portion of the online gaming opportunity. Even Nintendo has decided to make
available a modem that will allow GameCube users to play online. As prices continue to fall and
technology becomes increasingly more sophisticated, it remains to be seen whether these three
companies can keep their names on the industry?s list of “high scorers”.
Questions:
1. Considering the concept of product life cycle, where would you put video games in their life cycle?
2. Should video game companies continue to alter their products to include other functions, such as
email?
...
1. What do you understand by product life cycle? Discuss implications and limitations of product
life cycle concept.
2. Describe role of marketing channels. List the different types of marketing channels.

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Semester 1 Examination paper

IIBM Institute of Business Management

Semester-1 Examination Paper MM.100

Managerial Economics


..
1) Economists have classified input as
a. Timeless
b. landless
c. labourless
d. all the above

2) SPi=………where Pi is the probability of certain task.
a. Not defined
b. 1
c. 0
d. It will depend on the number of Pi values we are taking for summation.

3) Slope at x=2 for the given curve y=3x3+2x be
a. 26
b. 38
c. 36
d. 18

..

10) Standard deviation is a measure of
a. Sink of price
b. Rise of price
c. Slope of demand curve
d. Risk


Part Two:
1. Define ‘Arc Elasticity’.

2. Explain the law of ‘Diminishing marginal returns’.

3. What is ‘Prisoner’s Dilemma’, a non cooperative game?

4. What is ‘Third degree Discrimation’?
...

Caselet 1
Mukand Limited, suffered a heavy setback during the first half of 1996 (April-September), on
account of the sluggishness in the international and domestic markets. Further, the heavy interest burden and the depressed rupee in terms of the dollar put pressure on the bottomline. It is interesting to see whether the Company will maintain the growth rate achieved during the year 1995-96 in the year 1996-97 and pay the same dividend to its shareholders. Considering the financial results for the first half, the continuation of the liquidity crunch as .. created thereby between the allotment price of Rs 243.50 per share and the market price seem to have precipitated the decision by the promoters. Mukand was also in talks with some Japanese Companies for equity and technical know how participation in the 1.25 million tonne Karnataka Steel project. Mukand will hold 25 to 30 percent equity in the Joint Venture Company implementing this project. For the future, a lack of captive raw material sources could continue to put pressure on the margins. Besides, the spinning off the Machine Building Division could also result in lower revenues for the financial year 1996-97.

1. Are the problems faced by the Company periodic in nature, and when would the bad period over
the problems cease to persist?

2. Is there a case for shifting the business focus from the Indian market to export to foreign
countries?

3. Is there a case for restructuring and the business process re-engineering so that certain problems
and its impact are under control?

4. What would you recommend as a mission and goal to the Company?



Caselet 2
The high cost of television receivers is mainly due to scale of production and cost of the input raw materials. The degree of automation and efficiency and technology are additional factors which determine the cost of components. In India, the input materials are subject to very high customers duties. Because of the split up of licences presumably with a view to avoiding a monopoly situation, the scale of operation are far lower in India than in countries overseas. Small volume of production has engendered the use of manual techniques of production which pushes up costs.

Though wages may be comparatively lower in India than in Western countries, .. of the electronic components industry and remedy the same. The glass shell for the picture tube is being imported and the current c.i.f. price is about Rs. 80. An import duty of 75 percent pushes up the cost to Rs. 140. Taking damage in transit into account, the price per glass shell comes to Rs. 150. There is a freight element of Rs. 23 in the c.i.f. cost of Rs. 80. Duty is payable on freight and the element of freight cost plus duty amounts to Rs. 40 out of the total cost of Rs. 150.

1. How long can an industry sustain on protection?

2. What is the impact of incidental services like assembly, testing, marketing, etc. on the total cost?

3. Would you agree to the suggestion for a complete changeover to wooden cabinet?

4. Would it be desirable to import the components rather than make them in India?


END OF SECTION B



1) Free trade promotes a mutually profitable regional division of labour, greatly enhances the
potential real national product of all nations and makes possible higher standards of living all
over the globe.”Explain and critically examine the statements.

2) What role does a decision tree play in business decision-making? Illustrate the choice between two investment projects with help of a decision tree assuming hypothetical conditions about the states of nature, probability distribution, and corresponding pay-offs.

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Examination Paper of Hotel Management
IIBM Institute of Business Management    1
IIBM Institute of Business Management
Examination Paper MM.100
Managing Hotel Operations
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 5 marks each.
Part One:
Multiple Choices:
1.  Housekeeping is the responsibility of:
a.  Hotel manager   
b.  Reservation manager
c.  Rooms manager
d.  Executive assistant manager
2.  Which of the following is not the method of minimizing the overbooking problem:
a.  Increasing restrictive policy       
b.  Third party guaranty
c.  Threat of legislation
d.  Advance- deposit reservation
3.  Which of the following is the channel of the traditional reservation:
a.  The changing role of travel agent
b.  In-house reservation
c.  Central reservation center
d.  All of these
4.  The real component of “TQM” is?
a.  Bedding 
b.  Cleanliness
c.  Noise ,temperature and darkness
d.  All of the above
5.  Arrange the following into hotel organizational structure:
i.  The room manager
ii.  The general manager
iii.  The hotel manager
iv.  Manager of guest services.
Examination Paper of Hotel Management
IIBM Institute of Business Management    2
a.  i, ii, iii, iv       
b.  ii, iv, i, iii
c.   ii, iii ,i, iv
d.   iv, ii, iii, i
6.  Alphabetical  list of the day?s expected arrival, individually and by group is:
a.  Cancellation and change report       
b.  Daily analysis report
c.  Arrival report
d.  Central reservation report
7.  Which is not the component of credit management :
a.  Extending credit       
b.  Credit alert and skippers
c.  Minimizing charge backs
d.  None of these
8.  Reservation contained following information during the procedure are design to improve the
effectiveness of the front office:
a.  Arriving and departure dates   
b.  Number of night
c.  Number of person
d.  All of the above
9.  Bank card is the kind of?
a.  Debit card       
b.  Smart card
c.  Credit card
d.  None of these
10.  Segmentation  comes under:
a.  New product pattern     
b.  New market Pattern
c.  New product segmentation
d.  New management pattern
Part Two:
1.  Explain the special characteristics of hotel business?
2.  Differentiate between the marketing to the individual and marketing to the group?
3.  List the Information contained in reservation.
4.  Explain the organizational structure of hotel management?
Examination Paper of Hotel Management
IIBM Institute of Business Management    3
Section B: Caselets (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)
Caselet 1
HOTEL MANAGEMENT SYSTEMS
Service  industry  always  has  to  have  a  sharp  and  keen  focus  on  customer?s  requirements,  needs  and
expectations.  With the hotel, hospitality and tourism industry, the expectations are much more. These
are the sectors that have possibly the highest amount of customer interaction within the service sectors
and are most impacted by customer experience from step one.We at Softqube have designed an online,
real  time  hotel  management  software,  Symphony  for  the  sector  keeping  in  mind  their  needs  and
business requirements. Our aim is to bring to our clients faster, more responsive, agile, robust yet easy
to use and cost effective software that supports all their requirements in real time.
A Hotel Management System like ours, gives the most important information with single click be it the
information  about  room  reservation  and  availability,  conference  or  even  banquet  reservati on.  As  a
business  you  will  have  a  system  which  helps  hotel  to  manage  every  bit  of  information.
It is really important that when you visit the reception, can be provided easily by checking the system
and manage things accordingly.
Our  Online  hotel  management  system,  Symphony  gives  our  clients  a  software  that  is  good  in
maintaining all the stats of the hotel. The statistics include, but are not limited to revenues, occupancies,
room  enquiries,  availability.  The  hotel  team  and  staff  can  help  themselves  with  t hese  high  quality
systems, as folio management helps them to keep all the information about any of their boarders, their
needs, their complaints, and their precision and so on.
Question:
1.  What does this mean for the business of our clients?
Caselet 2
The provision of accommodation is a highly competitive market. As tourists look for the best possible
value  for  money,  hotel  operators  must  ensure  that  they  are  providing  a  quality  venue  with  cost
effective services. This program is based on the Mercure Hotel in Hobart and covers the key elements
of its operations (the inputs and processes that create the output). The program examines the ways in
which the design of its facility, the control of materials, the use of technology and the quality standards
all contribute to ensuring the hotel remains productive and competitive.
END OF SECTION A
Examination Paper of Hotel Management
IIBM Institute of Business Management    4
1.  Name one output of a hotel.
2.  Why is the layout of facilities important in a hotel?
Section C: Applied Theory (30 Marks)
?  This section consists of Applied Theory Questions.
?  Answer all the questions.
?  Each question carries 10 marks.
?  Detailed information should form the part of your answer (Word limit 200 to 250 Words)
1.  Explain the advantages and disadvantages of hotel technology?
2.  Discuss how the room rates impact on guest demand?
3.  Explain the traditional hotel industry?
END OF SECTION B
B
END OF SECTION C
Examination Paper of Hotel Management

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Examination Paper: Hotel Management 
IIBM Institute of Business Management 1 

IIBM Institute of Business Management
Examination Paper MM.100
Managing Hotel Operations

1. Housekeeping is the responsibility of:
a. Hotel manager
b. Reservation manager
c. Rooms manager
d. Executive assistant manager

2. Which of the following is not the method of minimizing the overbooking problem:
a. Increasing restrictive policy
b. Third party guaranty
c. Threat of legislation
d. Advance- deposit reservation

..

8. Reservation contained following information during the procedure are design to improve the effectiveness of the front office:
a. Arriving and departure dates
b. Number of night
c. Number of person
d. All of the above

9. Bank card is the kind of?
a. Debit card
b. Smart card
c. Credit card
d. None of these

10. Segmentation comes under:
a. New product pattern
b. New market Pattern
c. New product segmentation
d. New management pattern

Part Two:
1. Explain the special characteristics of hotel business?

2. Differentiate between the marketing to the individual and marketing to the group?



3. List the Information contained in reservation.

4. Explain the organizational structure of hotel management?

..
Caselet 1
The Benson Hotel, a mid-sized independent property required new leadership. Mike Schwartz, Vice- president of operations, pondered his next move as he reviewed last month’s financial statements. The Benson was an eighty-five-room three-star property with a full-service restaurant, lounge, banquet and health club facilities. The rapidly changing marketplace and new competition from well-established franchises had made Mike’s job and the Benson’s position more tenuous. Mike decided to commission a consultant’s report on the property. He called up his longtime friend Jim Burke, who had worked for major chains across the country and was now a hospitality consultant.
“Jim, how are you old buddy?” Mike asked.
“I am doing very well Mike. This consulting work has run me off my feet. What can I do for you?” Jim Asked.
“Well Jim, I need an independent review of the Benson. We’re holding our own but these franchise guys with their management contracts are really getting aggressive,” Mike said. ....
Kitchen Operation – The kitchen staff is competent, but leadership is seriously lacking in this area. James, the interim kitchen supervisor, has difficulty coping with the restricted responsibilities placed on him and often projects these feelings onto fellow staff. This attitude also has a further negative effect on Rachel and her staff in the dining area. Chief Wilhelm left three months ago and left little incentive for James to perform his duties as sous-chef. James is somewhat adrift, constantly complaining that he is doing a chef’s job and receiving cook’s pay. 

....operly. They should have proper preparation before they have to deal with guests.
• Some departments (front desk in particular) are terribly understaffed. This causes service problems as well as high staff turnover.
• The staff morale is low. Employees work in separate departments and get caught in a rut. There is no overall team spirit. It’s more like “every man for himself.”
• There is little or no awareness of how other departments operate. This knowledge is necessary to help us understand how we impact each other.
• Many people are currently unhappy. The labor pool is small, and if they leave it will be tough to replace them. Management should work to keep the staff happy.
• There seems to be a consensus that staff members want to be able to provide good service, but too many constraints are placed on them to be able to do so.
• It is difficult to know who to go if someone has a problem with his or her manager. There should be someone designated as the resort manager so that employees have someone to communicate with should the need to do so arise.

Ken assembled his new team to map out strategies to address the operational challenges and employee concerns.
Questions:
1. Identify and describe four short-term operational strategies Ken should implement immediately at

the Rainbow Golf Resort.
2. Which form of top-down communication would be most suitable for the Rainbow Golf Resort to achieve its objectives?

B 

...

1. Explain the advantages and disadvantages of hotel technology?

2. Discuss how the room rates impact on guest demand?

3. Explain the traditional hotel industry?

END OF SECTION C 

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Semester II Examination Papers
IIBM Institute of Business Management
IIBM Institute of Business Management
Semester-II Examination Paper MM.100
Management Accounting

1. If the variable cost(VC) be Rs 5 and the sales revenue(SR) be Rs 8 then the V/V ratio is given
by
a. 1.6
b. 3
c. 40
d. 0.625
2. Re-order level =a
a. Minimum level + (normal usage * average delivery time)
b. (Daily usage + lead time) * safety stock
c. (Daily usage * lead time) + average stock
d. (Average stock level - minimum level)/2
3. Acid test ratio is the ratio between
a. Quick assets and current liabilities
b. Net credit sales and average debtors
c. Cost of goods sold and average inventory
d. None
..
10. Performa statements are otherwise called as
a. Master budget
b. Capital budget
c. Strategic plan
d. Rolling budget
e. There is no such budget
Part Two:
1. Define ‘Liquidity Ratio’.
2. Define ‘Debt Equity’ ratio.
3. What do you mean by ‘Batch costing’?
4. Explain ‘The margin of safety’.
....
Caselet 1
Sound Future Communication Ltd is planning profit for the current year. This Chairman and
Managing Director of the Company, Mr., wise Has asked the Accounts and Finance Department
to prepare the Budget outlining The implication of achieving the Profit goal of Rs 7 lakhs .The
Budgeting Department has compiled the information related to its operating and financing
activities as detailed in schedules I to VIII.
I. Balance Sheet as at March 1 of the Current year
Liabilities Amount Assets Amount
Share capital Rs 31,77,428 Fixed assets Rs 48,00,000
Retained earnings 18,96,400 Less: Accumulated
C..
0.02).
Semester II Examination Papers
IIBM Institute of Business Management
VIII Other Information
??Income Tax rate is 50 percent
??Cash dividend amount to Rs 80,000 at the end of quarter 2 and quarter 4
??At the end of the 4th quarter equipment costing Rs 6,00,000 was purchased
Assignment
Prepare a comprehensive, quarter –wise, budget to show the projected income of SFCL for the year.
Caselet 2
M/s Precision Company Ltd is in the business of making Fingertips brand calculation .Fingertips brand of
calculators has a good reputation among students, office staff and college faculty for its quality and
price. Its current market price is Rs 310 per calculator .Its unit cost structure is given in Exhibit1:
Exhibit 1 Cost Structure of Finger trips Calculators
Direct material cost Rs 150
Direct labour cost 40
Variable overheads(including printing cost ,Rs 2 and packaging cost , Rs 5) 40
Allocated Fixed Overheads 50
_____
...
calculators in the local market would not be adversely affected. According to John Mathew, production
manager , to increase the capacity by 50,000 units, a new machine ,similar to the one being currently
used, would have to be acquired .Two alternative machines are available in the market. The first
machine could be leased at an annual cost of Rs 25 lakhs. The maintenance cost available per year is
estimated to be Rs 2 lakhs. The second machine uses a new technology. It can be leased for a yearly
rental of Rs 30 lakhs. However the maintenance cost would be Rs 1.5 lakhs per year. The new
Technology based machine would also reduce the labor cost and the variable overhead cost by Rs 5 and
Rs 2 per calculator respectively. The CEO asks the finance manager to carry out a financial analysis of the
alternatives.
REQUIRED
Based on the financial analysis, what recommendation would you, as the finance manager, make to the
CEO of PCL?

1. Managerial accounting information is sometimes described as a means to an end whereas
financial accounting information is described as an end in itself. In what sense is this true?
2. Absorption and variable costing are two different methods of measuring profit and valuing
inventory. Explain.
END OF SECTION C

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Examination Paper: Operation Management
4
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
Logistics Engineering and Management
..
Multiple Choices:
1. Analysis method in which evaluation of alternative design configuration using multiple criteria is:
a. Level of repair analysis
b. Maintenance task analysis
c. Evaluation of design alternativesa
d. None of the above
2. Orientation of Logistic are:
a. Product among organization
b. Total benefits among organization
c. Towards managing of labour
d. Towards managing the physical flow of material & product among organization
..
8. Contractor logistic support (CLS) refers to:
a. System maintenance activities
b. System evaluation activities
c. Both (a) & (b)
d. None of the above
9. Discounting refers to:
a. Application of selected rate of interest
b. Application of selected difference measure
c. Application of selected of interest & measure differences
d. None of the above
10. A plan which is directed towards covering of logistic support for a system is:
a. System Retirement Plan
b. Post production Support plan
c. Facilities plan
d. Computer Resource plan
Part Two:
1. Personal training requirement are based on what factors?
2. What is meant by Design criteria? Provide some examples.
3. Briefly describe evaluation of logistic’s elements.
4. What are the advantages & disadvantages of functional organization?

Company Profile
Indian Steels Limited (ISL) is a Rs 6000 crore company established in the year 1986. The company
envisaged being a continuously growing top class company to deliver superior quality and cost effective
products for infrastructure development. The company performed with a mission to attain 7 million ton
liquid steel capacity through technological up-gradation, operational efficiency and expansion; to produce
steel with the international standards of cost and quality; to meet the aspirations of the stakeholders. The
production started in the year 1988 and initially, it manufactured Angles, Pig Irons, Beams and Wire Rods
that were mainly used for constructing roads, dams and bridge. The p.. those
things which they were not legally supposed to do because of the pressures mounted by political leaders
with selfish interests.
Conclusions
Despite these problems, this model of outsourcing logistics was working out very well for the company.
The practices, which were started in the year 1996 have sustained major changes in the environment and
are being practiced even in 2006. It has enhanced the supply chain competency of the company by
enabling it leverage more on its core competency, which leads to increased productivity.
Questions:
1. Analyze the case in view of the logistics outsourcing practices of the ISL.
2. Discuss the importance of logistics outsourcing with reference to Supply Chain Management.
Examination Paper: Operation Management
8
IIBM Institute of Business Management
Caselet 2
Introduction
S.K Das established ABC Pharma in 1961 in New Delhi, marketed antibiotics and became brand leaders
in Amphicilin and Cephalexin orals. The company went public in the year 1973. In 1983, ABC
established a plant in Mandideep (MP, India) with various dosage form facilities. In 2004, it became
India’s largest pharmaceutical company, manufacturing and marketing world-class generics, branded
generic pharmaceuticals and active pharmaceutical ingredients. It was ranked amongst the top 10 generic
companies worldwide. The company’s products were sold in over ..
Maharastra. The freight owner consider himself as one of the responsible members of ABC and was
personally receiving the cargo and getting it loaded at Mumbai airport. The scheduled departure had a
lead-time of two days. However, he freight forwarder insisted and stayed at Mumbai at his own cost to
see the goods leaving India successfully. It was a mission for ABC and the freight forwarder in which
collaborative relationship surpassed all limitations and the goods landed in Germany-just-in-time.
Questions:
1. What modification would you suggest in enhancing the existing logistics system?
2. Critically analyze the efforts of ABC in launching generic versions of products going off
patents.
..
1. Define Logistic support in the context of the production /construction phase. What are the
elements of Logistic support?
2. Define reliability & maintainability. What are their major characteristics?
END OF SECTION C

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Examination Paper of Semester III
IIBM Institute of Business Management
Semester-III Examination Paper MM.100
Knowledge Management

1. UCC stands for
a. Universal Commercial Code
b. Uniform Commercial Code
c. Uniq Commercial Code
d. United Commercial Code
2. E-business connects critical business systems and constituencies directly via
a. Internet
b. Extranet
c. Intranet
d. All of the above
3. Unusable rule are also called as
a. User rule
b. Conflicting rule
c. Subsumed rule
d. None of the above
...
9. Episodic knowledge is
a. Is knowledge based on the fundamentals structure functions & behaviour of objects
b. Is knowledge based on experimental information or episodes
c. Is knowledge based on the unrelated facts
d. None of the above
10. A directory that points to people, documents and repositories is
a. Knowledge map
b. Knowledge codification
c. Rapid prototyping
d. None of the above
Part Two:
1. Write short note on “KM Life Cycle”?
2. Write short note on “The Knowing Doing Gap”?
3. What is “The Malpractice Factor”?
4. What is knowledge creation?
..
Caselet 1
This case is based on an actual incident which took place in an Army Unit deployed in field area.
A part of a Battery (about 1/4 of an Artillery Regiment) was deployed in a snow bound high
altitude area of Kashmir. This was the first time, an artillery unit was deployed in an area with
roads and tracks still under development. Preparation of this area for such a deployment needed a
lot of digging for guns, pits for ammunition storage, living place of the personnel, slit trenches
and weapon pits for local defence against any possible enemy/terrorists’ attack on the position,
place for storage of rations, cook-house and communication trenches, etc.
The total strength of the party deployed there was
a) Officer - 1 (Second Lieutenant with about one year service)
b) Junior Commissioned Officer (JCO) - 1
c) Jawans - 40
..
helping attitude, positive bent of mind and with an understanding of peculiarities and problems of
the area where such accidents were quite frequent and possible. When approached to assist, he
listened to the whole incident very sympathetically and promised to assist in whatever way he
could. This officer was a contemporary of the unit in a previous station and had excellent
relations and interaction with the unit. Some items were offered by the workshop officer and
replaced accordingly. The vehicle was made roadworthy again within a fortnight and put on road
for duty. All the enquiries were dispensed with and there was no loss of face by anyone at any
level. It is pertinent to mention that it had snowed in that location as soon as the recovery party
came out of the hills.
1. Which factors contributed to motivate the troops to go ahead for such a difficult task as
recovering a damaged vehicle from such a difficult and treacherous terrain and getting it
repaired in such a short time?
2. Which incidents indicate the importance of good interpersonal relationships with juniors,
peers and superiors and what is the importance of good interpersonal relationships?
Caselet 2
Carrier Corp. is using data mining to profile online customers and offer them cool deals on air
conditioners and related products. By using services from WebMiner, Inc., the air-conditioning,
heating, and refrigeration equipment maker has turned more Web visitors into buyers, increasing
per-visitor revenue from$1.47 to $37.42.
Carrier, part of $26 billion ..
Online sales have exceeded 7,000 units this year, Berman says, compared with 10,000
units for all of last year. Carrier chose the WebMiner service because it was quick to implement
and is relatively inexpensive - $10,000 for installation and a $5 fee to WebMiner for each unit
sold, compared with 6-figure alternatives.
1. The DM application used by Carrier was one that was predictive in nature. Could a
descriptive model also be used? How would you use it, and what outputs would you except?
Would they be of any use to Carrier?
2. What other data-driven promotions could Carrier come up with using other data mining
techniques?
3. What manufacturing-driven applications can Carrier implement using data mining?
4. What finance-driven applications can Carrier implement using data mining?`

1. Explain in detail “Knowledge Management Systems Life Cycle” and its various approaches?
2. What do you mean by “Knowledge Codification” and its importance?
END OF SECTION C
---------------------------------------------------------------***-------------------------------------------------------

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Examination Paper of Knowledge Management
1
IIBM Institute of Business Management
IIBM Institute of Business Management

Multiple Choices:
1. UCC stands for:
a. Universal Commercial Code
b. Uniform Commercial Code
c. Unique Commercial Code
d. United Commercial Code
2. E-business connects critical business systems and constituencies directly via:
a. Internet
b. Extranet
c. Intranet
d. All of the above
..
8. A rule of thumb based on years of experience is called:
a. Procedural rule
b. Tacit knowledge
c. Heuristic
d. None of the above
9. Episodic knowledge is:
a. The knowledge based on the fundamentals structure functions & behavior of objects
b. The knowledge based on experimental information or episodes
c. The knowledge based on the unrelated facts
d. None of the above
10. A directory that points to people, documents and repositories is:
a. Knowledge map
b. Knowledge codification
c. Rapid prototyping
d. None of the above
Part Two:
1. Write short note on “KM Life Cycle”.
2. Write short note on “The Knowing Doing Gap”.
3. What is Nominal Group Techniques (NGT)?
4. What do you mean by Delphi Method?
..
Case let 1
This case is based on an actual incident which took place in an Army Unit deployed in field area.
A part of a Battery (about 1/4 of an Artillery Regiment) was deployed in a snow bound high
altitude area of Kashmir. This was the first time; an artillery unit was deployed in an area with
roads and tracks still under development. ...
could. This officer was a contemporary of the unit in a previous station and had excellent
relations and interaction with the unit. Some items were offered by the workshop officer and
replaced accordingly. The vehicle was made roadworthy again within a fortnight and put on road
for duty. All the enquiries were dispensed with and there was no loss of face by anyone at any
level. It is pertinent to mention that it had snowed in that location as soon as the recovery party
came out of the hills.
Questions:
1. Which factors contributed to motivate the troops to go ahead for such a difficult task as
recovering a damaged vehicle from such a difficult and treacherous terrain and getting it
repaired in such a short time?
2. Which incidents indicate the importance of good interpersonal relationships with juniors,
peers and superiors and what is the importance of good interpersonal relationships?
Case let 2
Carrier Corp. is using data mining to profile online customers and offer them cool deals on air
conditioners and related products. By using services from WebMiner, Inc., the air-conditioning,
heating, and refrigeration equipment maker has turned more Web visitors into buyers, increasing
per-visitor revenue from$1.47 ..tions,”
Berman says.
Online sales have exceeded 7,000 units this year, Berman says, compared with 10,000
units for all of last year. Carrier chose the WebMiner service because it was quick to implement
and is relatively inexpensive - $10,000 for installation and a $5 fee to WebMiner for each unit
sold, compared with 6-figure alternatives.
Questions:
1. What other data-driven promotions could Carrier come up with using other data mining
techniques?
2. What manufacturing-driven applications can Carrier implement using data mining?

1. Explain the concept of Tacit Knowledge. List the different techniques of capturing Tacit
Knowledge.
2. Explain Global Knowledge Leadership. What are the driving forces behind global expansion
of knowledge management?
END OF SECTION C
S-2-250613

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Examination Paper: Kaizen
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper  MM.100
KAIZEN CERTIFICATION

1.  Kaizen has been called the single most powerful philosophy in
a.  Chinese Management
b.  Japanese Management
c.  European Management
d.  Canadian Management
2.  Kaizen means ___________ a
a.  Gradual Improvement
b.  Satisfaction
c.  Continuous & gradual improvements
d.  Continuous change
3.  Kaizen principles include
a.  Focus on customers
b.  Create work team
c.  Inform every employee
d.  All of the above
..
9.  An internal customer have a right to expect and receive
a.  Information germane to their tasks
b.  Support to fulfill corporate objectives
c.  Courtesy and respect
d.  All of the above
10.  The first part of enablement equation is ________.
a.  Training
b.  Communicating
c.  Motivation
d.  Empowerment
11.  The enablement equation consists of
a.  Communication + Training + Incentives
b.  Communication + Training + Motivation + Money
c.  Communication + Training + Motivation + Empowerment
d.  None of these
12.  Most common methods of researching customers and market include
a.  Personal meetings
b.  Customer focus groups
c.  Customer panels
d.  All of the above
Examination Paper: Kaizen
..
22.  What makes a company’s culture?
a.  Accounts of personal successes
b.  Company’s Logo
c.  Management information system
d.  All of the above
23.  A Kaizen approach can discover the root cause of _______ and help o introduce improvements.
a.  Customer satisfaction
b.  Customer behavior
c.  Customer dissatisfaction
d.  Customer’s perception
24.  _________ and team autonomy are the foundation of corporate structure in Kaizen companies.
a.  Work teams
b.  Individuals
c.  Employees
d.  None of them
25.  Market research gives a ________ picture to the company.
a.  Micro
b.  Macro
c.  True
d.  Imaginary
26.  Kaizen promotes the idea of ___________ via many small evolutionary steps.
a.  Changes
b.  Progress
c.  Advancing
d.  Team building
27.  A _______ in a Kaizen company must be a first- class communicator.
a.  Customer
b.  Managing Director
c.  Team Leader
d.  Employee
28.  __________ are brief, focused, participatory and a vital part of the two-way management process.
a.  Research
b.  Team Meetings
c.  Employee participation
d.  None of these
Examination Paper: Kaizen
IIBM Institute of Business Management
29.  Kaizen makes ___________ a natural and never- ending process.
a.  Marketing
b.  Communicating
c.  Customer Care
d.  Training
30.  All Kaizen‘s instruments are ___________ centred.
a.  Human
b.  customers
c.  Product
d.  Quality

1.  Write a short note on ‘Process- Oriented Management’ (POM).
2.  Explain the rights and responsibilities of internalcustomers.
3.  Give your views on the concept of ‘Kaizen’.
4.  What do you understand by ’Strategic Planning’?
..
1.  Describe the concept & ten principles of Kaizen
2.  Discuss the concept of communications map.
3.  What are the most common methods of researching customers and markets?
End of Section C

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Examination Paper: Information Technology & Management
1
IIBM Institute of Business Management
IIBM Institute of Business Management
Semester-I Examination Paper MM.100
Information Technology & Management

1. E-banking provides
a. 8hr service
b. 24hr service
c. Fast service
d. Both (b) & (c)
2. E-commerce is service on the internet which provides
a. Buying & selling of goods & services
b. Buying of goods & services
c. Selling of goods & Services
d. None of the above
3. Full form of ISP
a. Intranet Service Provider
b. Internet Service Purchasing
c. Internet Service Provider
d. None of the above
...
8. Customer Relationship Management is a processes which
a. Listen to & extract knowledge about customers
b. Listen to & extract knowledge about consumers
c. Both (a) & (b)
d. None of the above
9. Full form of ECS
a. Electronic Communicating Service
b. Electronic Clearing Service
c. Electronic Calling Service
d. None of the above
10. ATM in Banking is called
a. Automated Teller Machine
b. Any Time Money
c. Automated Time Machine
d. None of the above
True & False:
1. Advertising is a costly affair through the conventional media.
2. E-commerce provides paperless transactions.
..
10. Section 6 of the IT act recognizes the means for payment or receipt by electronic form.

1. What can be Input to build a brand?
2. What does a Branding Mean?
3. What do you understand by content selling?
4. What is E-business?
5. What do you understand by Electronic funds transfer?

1. Write a short note on Internet Banking.
2. Write a short note on threats to computer systems and controls.
3. What are different ranges of services offered by E-banking? Describe briefly?
..
1. What is the different E-commerce business model?
2. Write a short note on implementation of Information technology on development of Science
and technology in India?
3. What are the different stages of a Strategic Information Management System?
4. What are the advantages of the “Proposed system”.

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Examination Paper of ISO 9001 : 2008
1
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
ISO: 9001: 2008

1. A desired result is achieved more efficiently when activities & related resources are managed as a
a) Program
b) Process
c) Aim
d) Project
2. An advantage of process approach is
a) Internal working
b) External management
c) Ongoing control
d) None
3. A quality management system has confirmed to ISO 9001:2008 is aimed to achieve
a) Minimum quality
b) Best quality
c) Maximum profit
d) Customer satisfaction
4. If exclusions are not limited to requirements with clause 7, then which action is taken against
claims of confirmed
a) Claims of conformity to this international standard are not acceptable
b) Claims of conformity to this international standard are acceptable
c) Modify those exclusions
d) None
5. Whenever the term “product” is used, it can also mean
a) Cost
b) Quality
c) Profit
d) Service
……………………………………….
15. Clause, which requires that top management establish the quality policy is
a) Clause 5.3
b) Clause 5.1
c) Clause 3.2
d) Clause 4.3
16. Once the policy is established the organization must _________________ it.
a) Deploy
b) Implement
c) Recreate
d) Verify
17. The quality policy describes overall interactions and direction of an organization related to
quality as formally expressed by top management. This definition is defined by
a) Clause 3.2.4
b) Clause 3.3.1
c) Clause 3.1.1
d) Clause 3.2.7
18. Clause, which requires management of change so that the integrity of the quality management
system is maintained when the system is change, is
a) Clause 3.2.4
b) Clause 5.4.2
c) Clause 3.2.1
d) Clause 4.5.3
…………………………..
the operation of an organization?
a) Clause 3.6.1
b) Clause 3.3.3
c) Clause 3.3.1
d) Clause 3.3.2
Examination Paper of ISO 9001 : 2008
5
IIBM Institute of Business Management
27. The work environment of an organization can be considered to be a combination of
a) Internal & external events
b) Human & process
c) Customers & consumers
d) Human & physical factors
28. Which physical factor can affect the work environment?
a) Heat
b) Hygiene
c) Humidity
d) All above
29. From the following which clause provides the essence of the use of the process approach?
a) Clause 4.1
b) Clause 8.1
c) Clause 7.1
d) All above
30. According to clause 3.4.2, the product is defined as
a) Result of a process
b) A service
c) Software
d) Hardware
………………………………….
40. According to clause 4.2.2, inputs relating to product requirements shall be determined and records
maintained. These inputs shall include
a) Functional and performance requirements
b) Applicable statuary & regulatory requirements
c) Where applicable, information derived form previous similar designs
d) All above
Examination Paper of ISO 9001 : 2008
7
IIBM Institute of Business Management
41. Which clause defines the requirements specification for new product & maintains the records?
a) Clause 7.3.2
b) Clause 8.7.2
c) Clause 6.4.1
d) Clause 5.4.3
42. Which work should not begin until a document exits in form acceptable to all who have
responsibility for contributing to product specification?
a) Designing
b) Development
c) Production
d) Selling
43. Design and development output be provided in a way that can be used for
a) Identification
b) Justification
c) Validation
d) Verification
……………………………………..
d) Clause 7
54. The focus of clause 7.5.1, ‘control of production and service provision’, is the key concept that
processed need to be carried out under
a) Uncontrolled conditions
b) Controlled conditions
c) Both (a) & (b)
d) None
Examination Paper of ISO 9001 : 2008
9
IIBM Institute of Business Management
55. If changes are made to process equipment, the product design, the materials used to produce the
product or to other significant factors such as new personnel, then the process often requires
a) Reevaluation
b) Revalidation
c) Reproduction
d) Recertification
56. Validation should be carried out at appropriate ________________ to respond to changes in
market requirements, regulations, or standard in addition to assuring the continued acceptable
performance of processes.
a) Intervals
b) Checkouts
c) Positions
d) Timings
57. Which one is true?
a) Identification and traceability are same
b) Identification and traceability are not same
c) Identification and traceability are not related
d) Identification and traceability are separate bur related issues
58. Identification and traceability is related to
a) Clause 7.5.3
b) Clause 7.5.2
c) Clause 8.2.1
d) Clause 7.5.1
………………………………
68. Is services are the product of an organization, clause 8.3 may have ___________ applicability.
a) Limited
b) Unlimited
c) Complete
d) Less
Examination Paper of ISO 9001 : 2008
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69. A(n) _______________ shall be established to define the controls & related responsibilities and
authorities for dealing with non conforming product.
a) Documented procedure
b) Report
c) File
d) Information
70. When nonconforming product is corrected it shall be subject to _________________ to
demonstrate conformity to the requirements.
a) Revalidation
b) Re verification
c) Review
d) Implement
71. The organization should consider documenting a process for addressing situations in which
_____________ is detected after delivery to or use by a customer has occurred.
a) Nonconformity product
b) Conformity product
c) Both (a) & (b)
d) None
72. The analysis of data shall provide information relating to
a) Customer satisfaction
b) Conformity to product requirements
c) Suppliers
d) All above
………………………………………
an integrated improvement mentality
throughout the organization.
a) Clause 8.5.4
b) Clause 8.4.1
c) Clause 8.5.1
d) Clause 8.3.2
Examination Paper of ISO 9001 : 2008
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83. ________________ involves the taking action to eliminate the causes of nonconformities.
a) Corrective action
b) Preventive action
c) Improvement
d) Analysis of data
84. Clause, which is related to requirements for customer communications states that arrangement
must be made with customer relating to complains, is
a) Clause 8.3
b) Clause 8.5.2
c) Clause 7.2.3
d) Clause 6.2.1
85. In preventive action the organization is required to identify how it will eliminate the “causes” of
potential nonconformities in order to prevent their
a) Resources
b) Occurrence
c) Visibility
d) None
86. FMECA stands for
a) Failure modes, effect, and critical analysis
b) Failure modes, eliminate and cancel analysis
c) Foreign money exchange and complete association
d) None
…………………………………………
95. The approach in which audits all of the process, each major process can be ensure compliance
with ISO 9001:2008 called
a) Horizontal audit
b) Vertical audit
c) Both (a) & (b)
d) None
96. Vertical audits can be used for ________________ areas that have major parts of the overall
system.
a) Process
b) Planning
c) Functional
d) Improvement
Examination Paper of ISO 9001 : 2008
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97. In which sector ISO 9001 certification is frequently used to increase confidence in the products &
services provided by certified organization?
a) Private
b) Public
c) Both (a) & (b)
d) None
98. The key objective of the ISO/IEC sector policy is
a) Maximize the use of generic QMS international standards
b) Support international trade & remove trade barriers
c) Support developing countries
d) All above
99. Records of audits and their results are described in
a) Clause 8.2.2
b) Clause 8.2.4
c) Clause 7.5
d) Clause 8.3.4
100. The basis used for calibration is defined in
a) Clause 7.3
b) Clause 7.6a
c) Clause 7.5.2a
d) Clause 7.3.4

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IIBM Institute of Business Management
Examination Paper MM.100
Industrial Relations
..
True and False:
1. Central Board of Workers Education (CBWE) was set up in 1986.
2. The joint Departmental Councils are encouraged to hold annual meetings, a scheme which
was initiated in 1970.
3. The lockout of the pilots was lifted from 3rd November, 1974.
4. The Employers federation of India formed in 1936.
...
10. Standing Orders may provide as to who should enquire.
Part two:
1. Who are ‘Blue Collor’ workers?
2. What are the basic causes of ‘Grievances’?
3. Write a note on ‘Payment of Gratuity Act, 1972’.
4. Explain ‘Walker’s Model’ for worker’s participation in management.

Caselet 1
(A)HISTORY OF THE FIRM:
Bombay Electricals was started in 1940 by Mr. Desai, a refrigeration engineer, as a proprietary company.
In 1941 he ran short of money and approached Mr. Khanna, Chairman of a large group of companies, for
help. Mr. Khanna decided to invest capital in the company and thereby obtained 75% control. The
company was later registered in 1945 as a Public Limited company but management was left all this time
in the hands of Mr. Desai. Until 1947 the company showed substantial losses because Mr. Desai started a
number of new product lines but did not stick to any long enough to establish either the production or the
markets. Nor did he make any study of the existing markets or production in the ..
This case raises some highly interesting and significant questions:

Questions:
1. Similar problems which caused this strike in 1960 were satisfactorily resolved in the past in Bombay
Electricals. Why could not the differences be settled in 1960?
2. Inspite of high earnings by employees, why did they choose to go on strike for a relatively small
difference of Rs 30/- in their demand preceding the strike?
Caselet 2
THE ORGANIZATION
Thomson and Richards, two technocrats from Holland, both in the age group of late 30s came as
consultants to Calcutta with French Company on a project assignment in 1940. They were quite
impressed with Indian culture and decided to settle down in India. Upon completion of their project, they
started their own company under the name Thomrich Pvt. Ltd. which manufactured agricultural
equipments. Encouraged by the performance of the company, they ventured into the manufacturing of
fertilizer manufacturing equipments in 1944 under the same banner. Their entrepreneurial skills ..
profits by exploring new markets. The Indian market by now was already flooded with many players,
leaving the international market as the only option, which was equally a hard nut to crack. Abraham felt
trapped in a highly volatile situation, where he fumbled for a speedy and pragmatic remedy.
Questions:
1. Was the company’s decision to enter the tractor segment right, when KCP had already captured
the market?
2. Had you been Abraham, how would you tackle the present situation?

1. What is inflation? Compare its role with money and the real earning of the Industrial workers.
Use appropriate data to justify your answer.
2. How can the bargaining affect the workers as well as the firm? “It is a method of wage fixation.”
Evaluate.

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IIBM Institute of Business Management
Examination Paper MM.100
Information Technology and Management

1. Computer crime is defined by:
a. AITP
b. SWAT
c. Both (a) & (b)
d. None of the above
2. Prototyping is sometimes called:
a. ASD
b. RSD
c. RAD
d. None of the above
3. Virtual reality is also called:
a. Computer-simulated reality
b. Neurons
c. Software robots
d. Telepresence
..
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d. None of the above
7. A basic system component of information systems is:
a. Memory
b. Processing
c. Storage
d. All of the above
8. How many characters uses the MICR system?
a. 15 characters
b. 18 characters
c. 24 characters
d. 14 characters
9. EBCDIC stands for:
a. Extended Binary Coded Decimal Interchange Code
b. Extended Binary Coded Decimal Instruction Code
c. Extended Binary Coded Data Interchange Code
d. Electronic Binary Coded Data Interchange Code
10. The smallest element of data is called:
a. Byte
b. Bit
c. Giga byte
d. None of the above
Part Two:
1. Write a note on ‘Cache Memory’.
2. What do know about ‘Assembler’?
3. Write a note on ‘Optical Character Recognition’.
4. Explain the term ‘Electronic commerce’.

Caselet 1
It began as a trading site for nerds, the newly jobless, home-bound housewives, and bored retirees to
sell subprime goods: collectibles and attic trash. But eBay quickly grew into a teeming marketplace
of 30 million, with its own laws and norms, such as a feedback system in which buyers and sellers
Examination Paper: Information Technology
3
IIBM Institute of Business Management
rate each ...jumped
ninefold, to $23 million, in the first quarter.As businesses on eBay grow larger, they spur the
creation of even more businesses. A new army of merchants, for example, is making a business out
of selling on eBay for other people. From almost none a couple of years ago, these so called Trading
Assistants now number nearly 23,000. This kind of organic growth makes it exceedingly though to
predict how far the eBay economy can go. Whitman professes not to know. “We don’t actually
control this,” she admits. “We are not building this company by ourselves. We have a unique partner
– million of people.”
Examination Paper: Information Technology
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Questions:
1. Why has eBay become such a successful and diverse online marketplace? Visit the eBay website
to help you answer, and check out their many trading categories, specialty sites, international
sites, and other features.
2. Why do you think eBay has become the largest online/offline seller of used cars, and the largest
online seller of certain other products, like computers and photographic equipment?
Caselet 2
It’s no secret that somewhere in a back room in the typical Fortune 500 company, there’s a team of
analytical wizards running sophisticated data mining queries that mine for gems such as data about
about the company’s best customers – those top 20 percent of clients that produce 80 percent of the
company’s profits. These jewels can be a business’s most valuable intellectual property, which
makes them very valuable to competitors. What’s to prevent that data set from walking out the door
or falling into the wrong hands? Sometimes, not much. Many.. roles, this
may be an attractive solution. “The problem is that once you have over 40 distinct roles, you run into
performance issues, and we have identified about 70 user roles,” Sayles explains. He says there’s
way around this difficulty. “I think we are going to use a combination of Web portals and user roles.
A user would sign on through a particular Web portal, which would effectively place the user in a
role category. This reduces the overhead burden on the application,” says Sayles.
Questions:
1. Why have developments in IT helped to increase the value of the data resources of many
companies?
2. How can companies use IT to meet the challenges of data resources security?
END OF SECTION B
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. What potential security problems do you see in the increasing use of intranets and extranets in
business? What might be done to solve such problems? Give several examples.
2. Suppose you are a manager being asked to develop e-business and e-commerce applications to
gain a competitive advantage in an important market for your company. What reservations might
you have about doing so? Why?

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Examination Paper: Portfolio Management
6
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IIBM Institute of Business Management
Examination Paper MM.100
Investments Analysis and Behaviour

1. Which one of the following is the world’s first electronic stock market?
a. American Stock Exchange
b. Nasdaq National Market
c. Bombay stock Exchange
d. New York stock Exchange
2. The highest price that market maker is willing to pay to buy a security, is referred as:
a. Bid
b. Aska
c. Bid Size
d. Ask Size
3. IPOs stands for ________.
a. Indian Premier Offerings
b. Initial Public Offerings
c. Initial Premier Offerings
d. Initial Private Offerings
..
8. A measure that assesses what others are doing and suggests you should do the opposite, is:
a. Odd lot Indicators
b. Contrary Indicators
c. Mutual fund flow Indicators
d. Brokerage account credit balance indicators
9. Individuals and Institutions that purchase bonds for interest income and long term capital gains
are:
a. Primary Bond Market
b. Bond Dealers
c. Bond Investors
d. Bond Issuers
10. Funds that charge sales feels ranging from One to three percent, are called:
a. Low-Load Funds
b. No-Load Funds
c. Exchange Fee
d. Back- End Load
Part Two:
1. Write a short note on ‘New York Stock Exchange’.
2. What do you understand by ‘Micro Cap Fraud”?
3. Explain the term ‘Treasury Bonds’.
4. Explain the meaning of ‘Mutual Fund’ and its advantages.

Case let 1
Recently, In India, we had a issue from Hughes Software Solutions (HSS) which was a milestone in our
growth from fixed price offerings to true price discovery IPOs. While the HSS issue has many positive
IPOs. While the HSS issue has many positive and fascinating features, the design adopted was still
riddled with flaws, and we can do much better. How did the Hughes issue worked?
I. The merchant bankers selected ‘syndicate members’ who helped in selling the issue.
II. Disorders were collected by the merchant bankers or syndicate members (only), and submitted using
the computerized IPO system created by NSE. ..shares.
Questions:
1. What do you think are the flaws in the public issue of Hughes Software? Enumerate them.
2. Can you construct a model for IPO process, which can help in price discovery in setting the
price at the IPO?
Case let 2
Indian corporate is on the verge of testing the US equity markets. Infosys, despite the volatility in the
international market and the continuous downslide in the Bank of New York American Depository
Receipts (ADRs) index has decided to continue offering its $ 125 million level 3 ADR. It would be the
first Indian company to have the issue listed on the NASDAQ. Many more companies were expected to
follow the suit.
ADRs were first created in 1972, when the UK passed a law that restricted British companies from
registering their shares overseas without a British- based transfer agent. So to meet the appetite of US
investors, a new instrument called the ADRs were created.
Questions:
1. What are the unique features of ADRs that attract Indian companies to list on NASDAQ or
NYSE?
2. What is unsponsored ADR? Why did it become obsolete?

1. Discuss the concept of Macroeconomics environment. What are the major forces that drive the
economy?
2. Explain the following terms:
a. Capital Market Line
b. Security Market Line

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Examination Paper
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IIBM Institute of Business Management
Examination Paper MM.100
Inventory Management

1. ……………………. is IT tool used for automation data capture.
2. Stockout Level is also called the
a. Red Zone
b. Amber Zone
c. Both (a) & (b)
d. None of the above
3. When classified on the basis of time period, they are
a. Supply forecast
b. Price forecast
c. Demand forecast
d. None of the above
..
9. ERP systems were developed in
a. 1998
b. 1990
c. 1980
d. 1987
10. The ABC analysis is also called the ………………………………
Part Two:
1. What is “Dependent Demand”?
2. Write short note on “Simulation Models”.
3. What is “Time Phasing”.
4. Write short note on “Statistical Techniques of Forecasting”.

Caselet 1
M/s Jyoti Textiles, with four spinning mills, eighteen cloth cutting centres, sixteen processing
departments and more than 200 machine centres has installed an information system.
The operations are characterised by a nationwide distribution network. The finished goods moves
through 38 branch offices and 312 authorised distributors all of whom maintain some inventory.
Authorized distributors generate 37% of the .. that the
faculty were highly egoistic, though learned. She also had to show clear financial benefits to be
accrued from a program of garbage recycling/salvage, for approval of any new process by the
management.
1. What arguments are there in favour of a formal salvage program at Advanced Management
University?
2. What arguments would be expected against the program?
3. What organisational structure should Julie Joy install?
4. Develop a salvage program for Advanced Management University.
..
1. At Ford Motor company, every car or truck model has its own internal website to track design,
production, quality control and delivery processes. Suppliers and customers also have access
to the site, and all concerned are expected to provide full supply chain information. How do
you think this would affect the life of the middle manager?
2. Give example of some typical case where inventory management based on unscientific method
could go wrong.

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Examination Paper: Export and Import Management
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IIBM Institute of Business Management
Examination Paper MM.100
International Trade

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
..
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

Case let 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, ..
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?
Examination Paper: Export and Import Management
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Case let 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, ..
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?

1. Describe the current issues affecting the Exchange Rate of India.
2. Explain briefly “New Trade Theory”.