MNB1601 EXAM PREP 2022 - Multiple Choice Questions & Answers. Which one of the following is a characteristic of a service produced by a service provider such as OR Tambo
International ?
A) Output kept in stock
B) Manufactured before use
C) Labour intensive
D) Capital-intensive production
3. D...
It is recommended that you read business case number 9 “Operations Management: Air traffic operations excellence” (in
the recommended book “Business Cases”) before attempting to answer questions 1 to 5. It is not compulsory that you do
so, as the answers to the assignment questions can be found in ITBM.
1. OR Tambo International delivers a mass service because ________________.
A) There is a fair amount of client contact
B) Services are standardised to a certain extent
C) The number of clients served is greater than with professional services
D) The service is equipment orientated
2. Which one of the following is a characteristic of a service produced by a service provider such as OR Tambo
International ?
A) Output kept in stock
B) Manufactured before use
C) Labour intensive
D) Capital-intensive production
3. During the design of the processes that will be used at the new OR Tambo building, passenger needs were at the
forefront of the decision-making process. Which one of the following will occur during the design of processes ?
A) Screening process
B) Preliminary design
C) Design of supply network
D) Design of prototype
4. The new, multi-level terminal links the original domestic and international terminals and therefore improves
passenger experience and orientation. In the transformation model, the improved passenger experience represents
an/a ___________.
A) Input
B) Aid
C) Output
D) Transformation process
5. Airports such as OR Tambo International must be able to deal with a short waiting tolerance as passengers
experience most value-adding activities first-hand. Passengers should be able to collect baggage from terminals in a
reasonable time period. This refers to the _____________ of output.
A) Variety
B) Visibility
C) Variation
D) Volume
6. The steel, glass and plastic used by a motor manufacturer refer to which one of the following inputs in the
transformation model ?
A) Information
B) Equipment and facilities
C) Technology
D) Material
7. It is imperative that products and services be produced or provided at a cost that will enable the business to
place them on the market at a price that will ensure an acceptable profit for the business. By doing this, the
positive result for the business will be ________________ .
A) Lower cost
B) Higher quality
C) Better service Downloaded by: mitchvogel13 | mitchvogel13@gmail.com
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,8. SASKO, a wheat mill, operates 16 bakeries
Stuvia.com - Thethroughout South
Marketplace to Buy Africa,
and Sell supplying
your Study Material over a million fresh loaves via
more than 30 000 delivery points daily. Which one of the following process types would SASKO use to produce its
products ?
A) Project process
B) Jobbing process
C) Continuous process
D) Mass process
9. During which stage in the design of products and services will provision of the product and/or service be made
less expensive and easier ?
A) Prototype and final design
B) Evaluation and improvement
C) Preliminary design
D) Screening process
10. Desperado Ship Repairers operate from one of the largest shipyards in South Africa and offer repairs and dry
dock services to a variety of marine users. Desperado Ship Repairers would make use of a _____________ layout.
A) Flexible-flow
B) Line-flow
C) Fixed-position
D) Hybrid
Topic 2 - Human Resource Management
11. Sipho wants to know more about Maslow’s hierarchy of needs. This theory assumes that there are ________ .
A) Five main areas that should be satisfied simultaneously
B) Three main areas of needs and the most dominant of these must be determined
C) Five main areas and some needs must be satisfied before others can become important
D) Three main areas that are activated by how much employees want something
12. Mary Mashego is the human resources manager of KZB Computers which is situated in Durban. She has
decided to recruit for the position of a financial analyst by means of head-hunting. This means that Mary will have
to recruit by _________ .
A) Placing an advertisement in the local newspaper
B) Visiting schools and universities to find prospective applicants
C) Placing an advertisement on the internet
D) Offering the job to someone whom the management of KZB knows personally
13. After Mary Mashego has completed the application and shortlisting phase (preliminary screening of applicants)
for a financial analyst position, she must do an intensive assessment. This involves two steps, namely __________
testing and ___________ interviewing.
A) IQ; psychological
B) Medical; shortlist
C) Diagnostic; shortlist
D) Psychological; diagnostic
14. Lizzie is the HR manager at a game lodge in the Western Cape. She realises that many of her game rangers are
struggling with motivation, showing up late for game drives and ignoring client requests. After doing some
research, Lizzie found three types of needs that would affect her staff's motivation levels: existence needs,
relatedness needs and growth needs. To which motivation theory do these three needs refer ?
A) Maslow's hierarchy of needs
B) Alderfer's ERG theory
C) Herzberg's two-factor theory
D) McClelland's theory of needs
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,15. Edcon invested 4,6% of its payroll in learning
Stuvia.com and development.
- The Marketplace The
to Buy and Sell your company
Study Material offers bursaries to permanent
employees to encourage them to further their education. By doing this, Edcon is satisfying ________________
needs according to Maslow’s hierarchy of needs.
A) Esteem
B) Physiological
C) Social
D) Self-actualisation
It is recommended that you read business case number 10 “Human Resource Management: Derby Departmental Stores”
(in the recommended book “Business Cases”) before attempting to answer questions 16 to 20. It is not compulsory that
you do so, as the answers to the assignment questions can be found in ITBM.
16. To improve employee motivation, in a bid to avoid future strikes, Derby has endeavored to provide jobs which
are challenging, provide growth and allow adequate achievement opportunities. Which employee motivational
strategy is Derby using ?
A) Job design
B) Management-by-objectives strategies
C) Intrapreneurial incentives
D) Training and education
17. In order to rectify the current problems at Derby, management will need to look at three things which
determine employee performance in an organisation: motivation, ability and __________ .
A) Behavioural rewards
B) Functional behaviour
C) Work environment
D) Job specification
18. Derby has decided to fill all the positions at their new stores with employees from outside the organisation.
Which one of the following would be a disadvantage of recruiting from the outside ?
A) An active effort is made to obtain the right person for the job.
B) Recruiting costs are considerably higher.
C) The business tends to stagnate.
D) There can be a lot of personal competition amongst colleagues.
19. In a bid to improve employee performance and to avoid future strikes, Derby decides to implement regular
performance appraisals. Which one of the following is a basic purpose for which the results of a performance
appraisal can be used ?
A) To provide a basis for dismissal.
B) To determine if an employee may be demoted.
C) To provide feedback to the employee.
D) To determine an employee’s state of wellness.
20. Derby’s management team has realised that the compensation paid to employees is not sufficient. They decide
to review the compensation of employees. The first step when deciding on compensation is to make an external
comparison. An external comparison can be done by doing a ___________ .
A) Job analysis
B) Work study
C) Job evaluation
D) Salary survey
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