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AMM511S - ADMINISTRATIVE MANAGEMENT 1A - 2ND OPP - JULY 2022 |
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nAm I BIA un IVE RS ITV
OF SCIEnCE Ano TECHnOLOGY
FACULTY OF COMMERCE, HUMAN SCIENCES& EDUCATION
DEPARTMENTOF MANAGEMENT
QUALIFICATION: Bachelor of Business & Information Administration
QUALIFICATIONCODE: 07BBIA
LEVEL:5
COURSE:Administrative Management lA
COURSECODE: AMMSllS
DATE: July 2022
DURATION: 2 Hours
SESSION: 1
MARKS: 100
EXAMINER
2nd OPPORTUNITY EXAMINATION QUESTION PAPER
MS A SCHROEDER
MODERATOR:
DR N ANGULA
INSTRUCTIONS
a) Answer ALL the questions.
b) Read all questions carefully before answering.
c) Number answers according to the numbering structure provided in the question paper.
THIS EXAMINATION PAPERCONSISTSOF 5 PAGES
(INCLUDINGTHIS FRONTPAGE)
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QUESTION 1
[20)
Identify the letter of the choice that best completes the statement or answers the question.
1.1 Refers to the rules of behaviour based on ideas about what is morally good and bad.
A. Professionalism
B. Proposal
C. Ethics
D. None of the above
E. All the above
1.2 Select the three informational roles according to Mintzberg's management roles that
managers must perform.
A. Figurehead, leader and liaison
B. Spokesperson, leader, coordinator
C. Monitor, disseminator, spokesperson
D. Entrepreneur, disturbance handler, resource allocator, negotiator
E. All of the above
1.3 An Annual General Meeting (AGM) is an example of a.
A. Informal meeting
B. Year-end function
C. Social gathering
D. Family affair
E. Formal meeting
1.4 These individuals are responsible for making decisions about the direction of the organisation
and establishing policies that affect all organisational members.
A. Non-managerial employees
B. First-Line managers
C. Middle managers
D. Top managers
E. None of the above
1.5 The seating layout in the diagram refers to:
A. Banquette style
B. Theatre layout
C. Boardroom style
D. Conference setup
E. U-shape
1.6 ___
refers to an activity or task that eats up your time, preventing you from starting a
task immediately, so that it can be completed in time.
A. Time management
B. Disasters
C. Time waster
D. Dangers
E. Flaws
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1.7 __ refers to anything that is potentially harmful to the event.
A. Risk control
B. Risk assessment
C. Risk evaluation
o. Risk
E. Risk treatment
1.8
This type of training involves working alongside an experienced person, who shows the trainee
how to do the various tasks involved in a specific trade.
A. Role playing
B. Apprenticeship
C. Classroom training
D. Vestibule training
E. Cross training
1.9 Select the type of event/s that may be organised by an event co-ordinator.
A. Public event
B. Corporate events
C. Government or political
D. Personal or family events
E. All the above
1.10 Management assistants should possessthis type of skill which involves the ability to work with
people.
A. Organising
B. Conceptual skill
C. Human skill
D. Technical skill
E. Planning
Match each description from Column A with the most suitable term in Column B. Write down only the
letter from Column B next to the number in Column A. e.g. 1.1 K
1.11
1.12
1.13
1.14
1.15
1.16
1.17
COLUMNA
These types of calls are very expensive, and the A
management assistant should treat them as a priority.
Is any unforeseen situation that threatens your
B
employees, customers or the public.
The abbreviation CCTVstands for
C
The ability of an organisation to consistently give D
customers what they want and need.
A statement that you as a customer are unhappy or not E
satisfied with something.
__ refers to a financial document that shows the assets, F
liabilities and owner's equity of an organisation on a given
date.
Refers to the difference between the worth the customer G
gets from using the product and the cost of acquiring the
product.
COLUMNB
Close corporation
television
Complaint
Customer value
Vestibule training
Discount customer
Customer service
Local calls
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1.18 Refers to a frequent customer, but they are only a part of H Quality
business when the regular products/services are offered
on discount.
1.19 This type of training takes place on equipment set up in a I Emergency
special area of the job.
1.20 Refers to a plan that includes projected income and
J Empathy
expenses for a business for a given period of time.
K International calls
L Need based customer
M Cash flow statement
N Balance sheet
0 Budget
p Close circuit television
(10)
QUESTION 2
[20)
2.1 Communication effectively is essential to successful business operations. Define the term
"effective communication". Differentiate between "one-way communication" and "two-way
communication" and further illustrate with appropriate examples.
(6)
2.2 Managers find it easier to decide what course of action to take if they can identify the level at
which an ethical dilemma appears. Analyse "individual", "organisational" and "association
level as three of the levels of ethical decision making. Include suitable examples.
(6)
2.3 Risks, if they occur, are likely to harm the reputation of an event or an organisation.
Distinguish between "natural disasters" and "man-made disasters" that can occur and
illustrate each with appropriate examples.
(4)
2.4 Differentiate between "on-site catering service" and "off-site catering service" with suitable
examples.
(4)
QUESTION 3
[20)
3.1 Keeping of records is important for any organisation. Discuss the steps of the record life cycle
used by Unam to deal with new 1'1 year students starting their tertiary education at this
institution.
(5)
3.2 Receptionists need to be able to handle different types of telephone calls. Discuss
"international calls" in detail.
(3)
3.3 Organisations believe that sponsorships are a great way to broaden their competitive
edge by improving the company's image and reputation. Discuss the term
"sponsorship".
(3)
3.4 Financial management involves functions such as budgeting, accounting, billing and making
payment. Discuss "petty cash" in detail.
(3)
3.5 Customers plays a vital role in any organisation. Distinguish between "internal customers"
and "external customers". Illustrate with appropriate examples.
(4)
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3.6 Business owners learn from collecting feedback from customers or prospective customers.
Discusstwo (2) advantages of customer satisfaction surveys.
(2)
QUESTION 4
[20]
Event management industry is one of the most exciting industries to work in. There are different
players involved when organising an event.
4.1 Discussthe term "event manager".
(2)
4.2 Name and discuss any four skills required by an event producer.
(8)
4.3 Training is the process of providing individuals with an organised series of experience and
materials that comprise opportunities to learn. Discuss between "cross training" and "role
play" as two forms of training.
(5)
4.4 Discussthe concept "customer service" and elaborate about a bad or a good experience you
had encountered as a customer at a retail store.
(5)
QUESTION 5
[20]
5.1 Mr Tiboth is a regular customer of Game and is planning to go away for the Easter weekend
with some friends. He has just bought a camping set consisting of four chairs and a table.
When he gets home, he wanted to set it up to see how it will look like and to practice in setting
it up. He then realises that some of the pieces of the furniture is missing to assemble the set.
He was very disappointed at Game. The next morning, he was the first customer when the
shop opens. Advice Game by using the five-step method on how they can solve Mr Tiboth's
complain.
(5)
5.2 Customer's feedback is important to any organisation as it helps the organisation to improve
on its quality of products or services. Name and discuss five (5) ways which organisations may
use to obtain valuable feedback from its customers.
(5)
5.3 Visitors are being dealt with on a daily basis. Demonstrate the general rules that Office
Assistants should be following when receiving visitors.
(5)
5.4 Management assistants must be able to handle customer complaints. Discussfive (5) reasons
why customers complain.
(5)
THEEND
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