nAml BIA UniVERSITY OF SCIEnCE AnDTECHnOLOGY

Faculty of Management Sciences

Department of Management

13 Storch Street Private Bag 13388 Windhoek NAMIBIA

QUALIFICATION: Bachelor of Business & Information Administration

QUALIFICATION CODE: 07BBIA LEVEL: 5

COURSE: Administrative Management lA COURSE CODE: AMM511S

DATE: June 2017 SESSION: 1

DURATION: 2 Hours MARKS: 100

FIRST OPPORTUNITY EXAMINATION PAPER

EXAMINER: Ms Amanda Schroeder

MODERATOR: Mr DDJ Fredericks

THIS EXAMINATION PAPER CONSISTS OF 5 PAGES

(INCLUDING THIS FRONT PAGE)

INSTRUCTIONS

1. Answer ALL the questions. 2. Read all questions carefully before answering.

T: +264 61 207 2220 F: +264 61 207 9220 E: dml@nust.na W: www.nust.na

3. Number answers according to the numbering structure provided in the question paper.

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QUESTION 1 [18]

Define the following terms and illustrate with examples.

1.1 Strategic planning (3)

1.2 Vision statement (3)

1.3 Vestibule training (3)

1.4 Risk management (3)

1.5 CCTV (3)

1.6 Buffet meal (3)

QUESTION 2 [20]

Choose the correct sentence or word in each of the following instances. Merely write down the

number of the question and next to it the answer that you choose to be correct.

E.g. 2.1 F

2.1 Which function of management involves filling, and keeping filled, the positions in the organisation structure? (a) Organising (b) Planning (c) Staffing (d) Controlling (e) Leading

2.2 This skill is mostly required by top level management because they spend more time in planning, organising and problem solving: a) Technical skills b) Conceptual skills c) Human skills d) A & C e) None of the above

2.3 In which role is it required that the manager is an entrepreneur, be a disturbance handler, a

resource allocator and a negotiator?

a) Decisional role

b) Interpersonal role

c) Informational role

d) Liaison role

e) Spokesperson role

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2.4 One of the earliest and most enduring descriptions of managerial roles comes from:

a) Jack Welsh

b) Peter Drucker

c) Donald Trump

d) Henry Ford

e) None of the above

2.5 Managers at all three levels of management require different kinds of skills to perform the functions associated with their jobs. A major difference in skill requirements between middle level and top-level managers is that

(a) Top managers must generally be more skilled than middle managers in every respect (b) Top managers require better interpersonal skills but less conceptual skills than middle

managers (c) Top managers generally require better technical and interpersonal skills than middle

managers (d) Top managers generally require higher level conceptual skills but less technical skills

than middle managers (e) Middle managers require better technical and conceptual skills than top managers.

2.6 Which of the following is not a part of the human resource management/staffing function in most organisations? (a) Sanctioning (b) Performance appraisal (c) Training (d) Human resource planning (e) Compensation

2.7 Various types of seating layouts can be chosen from at events. The conference set up at

events is also referred to as:

a) Boardroom style

b) Banquet style

c) U-shape style

d) Theatre style

e) Classroom style

2.8 This seating style is ideal for small gatherings where the group is not larger than 20

delegates.

a) Boardroom style

b) Banquet style

c) U-shape style

d) Theatre style

e) Classroom style

2.9 Middle managers engage in __ planning. a) Operational planning b) Tactical planning c) Strategic planning d) Institutional planning e) None of the above

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2.10 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

QUESTION 3 [28]

3.1 One of the management assistant's duties is to arrange meetings. Define the term

meetings. (2)

3.2 Distinguish between formal meetings and informal meetings and illustrate with examples.

(4)

3.3 Managing change is one of the most difficult challenges faced by management. Name and

3.4

3.5

discuss several general reasons why people resist change.

Events companies can choose from various menu categories. management.

(8)

Define the term catering (2)

Differentiate between on-site catering service and off-site catering service. (4)

3.6 There are different players involved when organising an event. Name and discuss any four skills required by an event producer. (8)

QUESTION 4 [34]

4.1 Management Assistants deals with various types of calls on a daily basis. Discuss

what the screening of her manager's calls entails. (4}

4.2 Security in the reception area is very important. Discuss the reasons why security

4.3

procedures are important in an organisation. (5}

Receptionists need to be able to handle different types of calls.

international call.

Define an

(3}

4.4 Discuss the procedures that a receptionist should follow when you receive a bomb

threat. (6}

4.5 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 realise 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.

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' ;

Advise Game by using the five step method on how they can solve Mr Tiboth's complain. (5)

4.6 Good customer service is important for any business. Discuss five reasons why some customers are complaining. (5)

4.7 A lot of company time is wasted on telephones calls. As a future Management Assistant discuss the possible causes and possible solutions in a table that can practice to avoid spending unnecessary time on telephone calls. (6)

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