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Bmit/Envs 421: Business Management And Entrepreneurship Question Paper
Bmit/Envs 421: Business Management And Entrepreneurship
Course:Bachelor Of Business Management
Institution: Kabarak University question papers
Exam Year:2010
COURSE CODE: BMIT/ENVS 421
COURSE TITLE: BUSINESS MANAGEMENT AND ENTREPRENEURSHIP
STREAM: Y4S2
INSTRUCTIONS:
1. Answer question ONE and ANY OTHER THREE questions.
QUESTION 1 (COMPULSORY)
a) Read the case below and answer the questions that follow. (40 marks)
Furaha enterprises is a leading financial institution with branches in all major towns in
Kenya. The motto of the enterprise is to always delight the customer.
The management of the enterprise inculcates in its employee the culture of providing
excellent service to all its customers. The employees are encouraged to handle all
enquiries in a polite and professional manner. The culture of the enterprise emphatically
stresses that customer service is about serving the customers with a cheerful smile and
always being willing to handle customers’ needs. Customer relations personnel are
expected to provide regular updates on new products launched by the enterprise and to
inform the customers about special promotional events organized by the enterprise for its
customers.
To maintain the high level of customer service, the enterprise provides extensive
customer service training sessions to all employees. In addition, in order to motivate
employees the management provides them with refreshments whenever they are unable
to break for lunch due to much work. However, despite the strong dedication by
management to maintain superior customer service, some employees have been
complaining that they are under great pressure to achieve set standards. The employees
have also complained that they were not always compensated for working extra hours or
performing additional duties.
The customer relations manager had noted that the number of complaints by customers
had increased tremendously. He has also noted that the customer service personnel are
always gloomy at work. Employee morale is low and they are apparently demotivated.
Management is, however, determined to achieve its commitment to provide superior
customer service. Management therefore wishes to find out the reasons for the low
morale and low employee motivation
REQUIRED:
a) Identify and explain FIVE managerial problems facing the management of Furaha
Enterprises. (10 marks)
b) Identify and explain any FIVE managerial problems facing the employees of Faraha
Enterprises. (10 marks)
c) State how each of the problems identified in (a) and (b) can be resolved within the
context of motivation theories. (12 marks)
d) Within the context of the case, identify and explain FOUR functions of the
management of Faraha Enterprises. (8 marks)
QUESTION 2
a) Most successful entrepreneurs exhibit unique competencies. Identify and critically
analyze FIVE such competencies. (10 marks)
b) Discuss the advantages of self employment. (10 marks)
QUESTION 3
a) Discuss the role of entrepreneurship in economic development of your
country. (10 marks)
b) Identify and discuss any FIVE internal entrepreneurial motivators you are familiar
with. (10 marks)
QUESTION 4
a) Explain how the ideas of Scientific Management thinkers contribute to the
development of concepts and principles of modern work management in an
organization with which you are familiar. (10 marks)
b) Identify and explain any FIVE disadvantages of family businesses. (10 marks)
QUESTION 5
a) What is meant by the term Total Quality Management (TQM)? Explain its major
features. (10 marks)
b) Discuss FIVE principles of management as propounded by Henry Fayol. (10 marks)
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