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Principles Of Management Question Paper
Principles Of Management
Course:Bachelor Of Commerce
Institution: Kabarak University question papers
Exam Year:2012
KABARAK
UNIVERSITY
UNIVERSITY EXAMINATIONS
2012/2013 ACADEMIC YEAR
FOR THE DEGREE OF BACHELOR OF COMMERCE AND
BACHELOR OF BUSINESS MANAGEMENT AND
INFORMATION TECHNOLOGY
BMGT 123: PRINCIPLES OF MANAGMENT
DAY: TUESDAY
DATE: 11/12/2012
TIME: 2.00 – 4.00 P.M.
STREAM: Y1S2
INSTRUCTIONS:
1. Answer question one and any other two questions
2. Do not write anything on the question paper
Question one
CASELET: A MISMANAGED QUALITY SERVICE
Safeway International Airways, prides itself as the lion of Africa because it boasts of good
passenger and cargo services. It operates flights between Nairobi, and other airports in Europe,
Asia and Southern Africa. It owns airbus and hired Boeing types of aeroplanes. From Nairobi,
the European bound flights call at Entebbe and Cairo before passing across the Mediterranean
Sea.
One night, Safeway, flight number SZ 2001 left Nairobi to pick up embarking passengers from
Entebbe Airport for onward travel via Cairo, but the weather conditions were so bad that the
captain of the flight decided to divert the plane to Bengazi Airport in Libya. The first
announcement came from the cockpit. It stated as follows: “Ladies and Gentlemen, we are sorry
to announce that due to poor weather conditions at Cairo Airport, we are diverting the flight to
Bengazi Airport. Any inconvenience is regretted. Thank you.”
Safeway flight No. SZ 2001 approached Bengazi Airport and among the air crew a lady’s voice
came to announce the arrival at Bengazi Airport. The second announcement appeared to be
contradicting the captain’s previous announcement. It went as follows: “Ladies and Gentlemen,
we are now approaching Cairo International Airport, please fasten your seat belts but remain
seated until the plane lands. Thank you.”
The bewildered passengers expected to hear a correction but nothing came from the lady or from
the captain. The passengers remained seated and a third announcement followed. It went as
follows: “Ladies and Gentlemen, we are now at Cairo International Airport, you can unfasten
your belts and smoke if you wish. We shall be on the ground at Cairo for 20 minutes to pick up
the joining passengers.” The passengers were even more bewildered and many of them removed
their seat belts, some started smoking but nobody left the aircraft. Some of them started sleeping
while the Bengazi passengers were being taken into the aircraft.
The flight called at Madrid Airport in Spain but flew over Rome due to a strike at Fiumicino
Airport in Rome. The flying over, over Rome was not announced and the passengers read about
it on arrival at London Heathrow Airport in the morning. Many passengers were tense but a few
of them managed to say good-bye to the flight crew.
Required
a) What would you identify as the cause of failure to maintain good quality service on
flight SZ 2001? (10 Marks)
b) If you were the captain of the aircraft operating flight SZ 2001, what would you have
done: immediately after hearing the second and the third announcements and, when
the aircraft was approaching Rome? (10 marks)
c) Recommend a communication strategy and programme which Safeway would use for
maintaining good quality service in future. (10 Marks)
QUESTION TWO
a) Clearly distinguish the following while giving examples:
i.
Line Manager and Staff Manager
ii.
Accountability and Responsibility
iii.
Centralization and Decentralization
iv.
Management By Objective and Management by Exception (8 marks)
b) Discuss Henry Mintzberg’s theory on the role of managers to accomplish the
management functions.
(12 marks)
QUESTION THREE
a) The Classical School of management has 3 major approaches developed by Max Weber,
Fredrick Taylor & Henry Fayol respectively. Give the 3 theories and briefly discuss their
perspective to management
(12 marks)
b) An NGO with interest in research on the impact of HIV and AIDS in sub-Saharan Africa
is in the process of establishing its foothold in the continent. It plans to open offices in
West, East, North and Southern Africa but to retain its Head Office in Belgium. The HQs
has sent a team of experts to conduct a pilot study before a full launch and the team has
retained you for advice.
Discuss with the team the options of the organization structures available for
consideration.
(8 marks)
QUESTION FOUR
a) Define the term “Span of Control” in the organizing function and discuss five factors
influencing the type of span of control implemented in the organization. (5 marks)
b) With clear examples, briefly discuss the five basic types and sources of power that can
be used by leaders.
(5 marks)
c) Organizations are becoming increasingly influenced by their external environment. In
what ways does the understanding of the external environment factors enable managers to
make better decisions? (10marks)
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