 |
AMM511S - ADMINISTRATIVE MANAGEMENT 1A - 2ND OPP - JULY 2023 |
|
|
1 Page 1 |
▲back to top |
n Am I BI A u n IVER s I TY
OF SCIEnCE Ano TECHnOLOGY
FACULTY OF COMMERCE, HUMAN SCIENCESAND EDUCATION
DEPARTMENT OF GOVERNANCE AND SCIENCESAND MANAGEMENT SCIENCE
QUALIFICATION: BACHELOR OF BUSINESS AND INFORMATION ADMINISTRATION
QUALIFICATION CODE: 07BBIA
LEVEL: 5
COURSE CODE: AMMSllS
COURSE NAME: ADMINISTRATIVE MGT. lA
SESSION: JULY 2023
DURATION: 2 HOURS
PAPER: THEORY (PAPER2)
MARKS: 100
SECOND OPPORTUNITY EXAMINATION QUESTION PAPER
EXAMINER(S) Ms. A. SCHROEDER
MODERATOR: DR. A. ANGULA
INSTRUCTIONS
1. Answer ALL the questions.
2. Read all the questions carefully before answering.
3. Number answers according to the numbering structure
provided in the question paper.
THIS QUESTION PAPER CONSISTS OF _5_ PAGES (Including this front page)
|
|
2 Page 2 |
▲back to top |
;.
QUESTION 1
[20]
Identify the letter of the choice that best completes the statement or answers the question.
1.1 Abel Shikongo is appointed as a Teller at FNB in Windhoek. He has requested to be
moved from the FNB main branch to FNB Katutura branch where a Teller position has
opened. This move refers to a:
A. Promotion
B. Performance appraisal
C. Transfer
D. Training
E. Development
1.2 Select the event format where numerous businesses showcases their products and
services with the aim of attracting more customers.
A. Convention
B. Seminar
C. Congress
D. Exhibition
E. Conference
1.3 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
1.4 A person, employed by a large organisation, who is responsible for bringing together
all the event participants to ensure that they are working towards the same goal.
A. Event Planner
B. Event Producer
C. Event Manager
D. Event Coordinator
E. None of the above
1.5 Indicate to which filing method are referred to when the debtor's clerk in the finance
department files according to topics for example invoices, suppliers, credits and
debtors.
A. Alphabetical filing
B. Numerical filing
C. Geographic filing
D. Subject filing
E. Chronological filing
2
|
|
3 Page 3 |
▲back to top |
1.6 The acronym PAIR used to deal with a justified customer complaint stand for:
A. Pleasant, Acceptable, Inspired & Remote
B. Power, Attractive, Initiative & Reaction
C. Personal, Attentive, Instruction & Reliable
D. Plain, Adoptive, Innovative & Resilient
E. Placate, Attend, Investigate & Resolve
1.7 A telephone call made outside a defined local area, usually to another town/city.
A. Local call
B. Trunk call
C. International call
D. Collect call
E. None of the above
1.8 Select the option/s where individuals are not permitted to use cellular phones.
A. In an aero plane
B. Banks
C. At fuelling stations
D. Any place where there are signs posted forbidding individuals to use their cell
phones
E. All the above
1.9 Selections an options of customer service ratings used in online surveys.
A. Excellent
B. Great
C. Good
D. Poor
E. Any of the above
1.10 Rosy Simataa only visits Edgars when she sees their red hanger specials on social
media. Which type of customer is Rosy?
A. Wandering customer
B. Loyal customer
C. Need based customer
D. Discount customer
E. Impulsive customer
3
|
|
4 Page 4 |
▲back to top |
QUESTION 2
[20]
2.1 Various types of planning are being done at different levels in an organisational
structure. Name and discuss three (3) types of planning that a company's
management are involved in an organisation.
(10)
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. Discusscode of ethics and explain any four
(4) levels of ethical decision making with suitable examples.
(10)
QUESTION 3
[20]
3.1 As a 1st year Administration Management student, you started your own events
company called Tina's Events. Your business has won the tender at Nampower to
organise a team-building activity for fifty employees on 25 November 2023 at Heja
Lodge. Name and discuss the different aspects you will need to look at to make a
success of this event? Name and discuss each aspect.
(10)
3.2 Mr Simon Tulonga works as a Personal Assistant to the CEO's at the Namibia
Qualifications Authority (NQA). He likes to listen to Kosmos radio while working and
there is a construction site nearby which sometimes causes a lot of noise.
His manager Ms Roseline Eises has asked him to schedule a face-to-face meeting
inviting all the staff members in the Human Resources Department. He has written
an e-mail notification to the HRstaff members inviting them to the scheduled meeting
for Friday, 16 June 2023 in the NQA boardroom at 10:30. He has also share the agenda
that will be discussed. Name and explain any five (5) elements of the communication
process in this scenario.
(10)
4
|
|
5 Page 5 |
▲back to top |
r,I • • 11
QUESTION 4
[20]
4.1 Practicing good customers service is essential for all businesses. Name and discuss
five (5) reasons why customers complain about the products of services of some
businesses.
(10)
4.2 Training is the process of providing individuals with an organised series of experiences
and materials that involve opportunities to learn. Discuss "apprenticeship" and "cross
training" as two types of training that organisation can make use of.
(6)
4.3 Distinguish between on-site catering and off-site catering as the two options available
for organising of events.
(4)
QUESTION 5
[20]
5.1 Management Assistant's deals with numerous types of calls which may range from
incoming, outgoing and international calls daily. Discuss five (5) tips that the
Management Assistant should remember when making international calls.
(10)
5.2 Companies spend a lot of money monthly on telephone calls. Discusswhich measures
can organisations implement to control their employees telephone usage. (6)
5.3 Explain the term "petty cash" in detail.
(4)
5