Session 1
1.Which one of the following represents the final step in the layout of a manufacturing or service
facility?
A. Making a detailed design of the layout.
B. Selecting the process type.
C. Refining the process design.
D. Evaluation and improvement of the design
2. 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
3. operations improvement is a common practical principle in the aviation industry. Once managers
have determined the extent to which the present operations process satisfies the set objectives, the
overall performance of the process should be evaluated. If OR Tambo International uses
benchmarking to measure their performance against that of the New York airspace, they are making
use of ___________ performance standards to measure their performance.
A. historical
B. target
C. competitors’
D. absolute
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 multi-level
terminal represents ______________ which _____________ .
A. inputs; are transformed
B. inputs; make transformation possible
C. outputs; are transformed
D. outputs; make transformation possible
,5.The difference between expected quality and perceived quality is known as the quality
______________ .
A. gap
B. continuum
C. process
D. evaluation
6.In a bid to decrease staff turnover and to reward employees for their exceptional work, Derby
launched an incentive scheme where qualifying employees received all-expenses paid overseas trips.
Which type of compensation is being offered by Derby?
A. Reward
B. Indirect compensation
C. Direct compensation
D. Travel allowance
7. Lerato has been appointed as the Human Resource Manager for a sought-after Art Gallery in
Brooklyn. She is trying to determine the compensation package for the new curator they would like
to appoint. Lerato starts with an external comparison by doing a _______________ and then does
an internal comparison by doing a ________________.
A. job evaluation; salary survey
B. salary survey; job description
C. salary survey; job evaluation
D. factor comparison; job specification
8.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
, 9. Mary Mashego is the human resources manager of KZB Computers. 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
10. According to Vroom's expectancy theory, ______________ refers to the strength of a person's
belief that a certain performance will lead to a specific outcome.
A. instrumentality
B. valence
C. expectancy
D. equitability
11. With its new marketing campaign to encourage ‘moderate and responsible’ alcohol
consumption, SABMiller adheres to the principle of __________ of the marketing concept.
A. social responsibility
B. organisational integration
C. profitability
D. consumer orientation
12. The premier beer market accounts for about 20% of the total beer market in South Africa. If
Heineken decides it needs to do further research on this particular segment and they engage in
segmentation research, which type of research will they need to conduct?
A. Problem-solving research
B. Problem-identification research
C. Problem-creation research
D. Problem-avoidance research
13. Heineken has the widest geographic footprint of all international breweries with over 140
breweries in more than 70 countries. Heineken enjoys the benefits of economy of scales which
contributes significantly to the expected rate of return on investment. The rate of return is
extremely important in the beer market as there is a lot of competition in the market. During which
phase of the price-determination process will the rate of return play an important role?
A. Phase 1
B. Phase 2
C. Phase 3
D. Phase 4
1.Which one of the following represents the final step in the layout of a manufacturing or service
facility?
A. Making a detailed design of the layout.
B. Selecting the process type.
C. Refining the process design.
D. Evaluation and improvement of the design
2. 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
3. operations improvement is a common practical principle in the aviation industry. Once managers
have determined the extent to which the present operations process satisfies the set objectives, the
overall performance of the process should be evaluated. If OR Tambo International uses
benchmarking to measure their performance against that of the New York airspace, they are making
use of ___________ performance standards to measure their performance.
A. historical
B. target
C. competitors’
D. absolute
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 multi-level
terminal represents ______________ which _____________ .
A. inputs; are transformed
B. inputs; make transformation possible
C. outputs; are transformed
D. outputs; make transformation possible
,5.The difference between expected quality and perceived quality is known as the quality
______________ .
A. gap
B. continuum
C. process
D. evaluation
6.In a bid to decrease staff turnover and to reward employees for their exceptional work, Derby
launched an incentive scheme where qualifying employees received all-expenses paid overseas trips.
Which type of compensation is being offered by Derby?
A. Reward
B. Indirect compensation
C. Direct compensation
D. Travel allowance
7. Lerato has been appointed as the Human Resource Manager for a sought-after Art Gallery in
Brooklyn. She is trying to determine the compensation package for the new curator they would like
to appoint. Lerato starts with an external comparison by doing a _______________ and then does
an internal comparison by doing a ________________.
A. job evaluation; salary survey
B. salary survey; job description
C. salary survey; job evaluation
D. factor comparison; job specification
8.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
, 9. Mary Mashego is the human resources manager of KZB Computers. 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
10. According to Vroom's expectancy theory, ______________ refers to the strength of a person's
belief that a certain performance will lead to a specific outcome.
A. instrumentality
B. valence
C. expectancy
D. equitability
11. With its new marketing campaign to encourage ‘moderate and responsible’ alcohol
consumption, SABMiller adheres to the principle of __________ of the marketing concept.
A. social responsibility
B. organisational integration
C. profitability
D. consumer orientation
12. The premier beer market accounts for about 20% of the total beer market in South Africa. If
Heineken decides it needs to do further research on this particular segment and they engage in
segmentation research, which type of research will they need to conduct?
A. Problem-solving research
B. Problem-identification research
C. Problem-creation research
D. Problem-avoidance research
13. Heineken has the widest geographic footprint of all international breweries with over 140
breweries in more than 70 countries. Heineken enjoys the benefits of economy of scales which
contributes significantly to the expected rate of return on investment. The rate of return is
extremely important in the beer market as there is a lot of competition in the market. During which
phase of the price-determination process will the rate of return play an important role?
A. Phase 1
B. Phase 2
C. Phase 3
D. Phase 4
