SELF ASSESSMENTS
TOPIC ONE: OPERATIONS MANAGEMENT
1. The difference between expected quality and perceived quality is known as the quality
a) gap
b) continuum
c) process
d) evaluation
2. 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
3. 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
4. OR Tambo International delivers a mass service because
a) There is a fair amount of client contact
b) Services are standardized to a certain extent
c) The number of clients served is greater than with professional services
d) The service is equipment orientated
5. 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
,TOPIC TWO: HUMAN RESOURCE MANAGEMENT
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
7. 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
8. 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
9. 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 hierarchy of needs
b) Alderfer’s ERG theory
c) Herzbergs two factor theory
d) McClelands theory of needs
10. 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
,TOPIC THREE: MARKETING MANAGEMENT
11. Mpho is shopping for a new motorbike. He has decided to purchase the new BMW R 1200
GS Adventure. The dealership he has decided to purchase the motorbike from, met his
needs with speed and initiative and was able to answer all of his queries. To which
dimension of service does this relate?
a) Reliabilty
b) Responsiveness
c) Assurance
d) Empathy
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
14. Heineken has introduced a new drink called Radler which has a 2-3% alcohol content. By
associating the new drink with the brand Heineken, consumers will receive which one of
the following benefits of branding?
a) Brands promote loyalty among consumers
b) Brands make product differentiation possible
c) Brands provide assurance of a quality standard
d) Brands make price comparisons difficult
15. 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
, TOPIC 4: FINANCIAL MANAGEMENT
16. IBM had a better statement of financial position, despite falling behind in sales. Which
one of the following best describes the statement of financial position?
a) Can be described as the accrued power of disposal over the products and
services used by the business to generate a monetary return.
b) Consists of primarily receipts resulting in the sale of the business’s products
and/or services.
c) Reflects all of the possessions of the business as well as the nature and extent
of the interests in these possessions.
d) Furnishes details about the manner in which the profit or loss for a particular
period was arrived at and how it has been distributed.
17. The most common expenses that can be accrued by IBM are_______________
a) Bank overdrafts and interest
b) Wages and trade credit
c) Invoice discounts and salaries
d) Wages and taxes
18. Share capital, as a source of long-term financing for IBM, will be classified on the balance
sheet/statement of financial position as
19. ______________ .
a) Owners equity
b) Preference shareholders capital
c) Shareholders interest
d) Long-term capital
20. If IBM decides to invest $450 000 of their $4 billion profit at an interest rate of 15% per
annum, what would the future value be for a 3 year investment?
a) 684 405
b) 598 950
c) 595 125
d) 520 920
21. When calculating the Net Present Value, several aspects are involved. Which of the
following would be involved in the application of NPV?
a Forecasting the projected cash flow of the initial investment.
b Deciding on an appropriate discounting rate.
c Calculating the present values of the project’s cash-flow components.
d Accepting all projects with a NPV smaller than 0.
e Rejecting all projects with a NPV bigger than 0
TOPIC ONE: OPERATIONS MANAGEMENT
1. The difference between expected quality and perceived quality is known as the quality
a) gap
b) continuum
c) process
d) evaluation
2. 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
3. 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
4. OR Tambo International delivers a mass service because
a) There is a fair amount of client contact
b) Services are standardized to a certain extent
c) The number of clients served is greater than with professional services
d) The service is equipment orientated
5. 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
,TOPIC TWO: HUMAN RESOURCE MANAGEMENT
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
7. 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
8. 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
9. 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 hierarchy of needs
b) Alderfer’s ERG theory
c) Herzbergs two factor theory
d) McClelands theory of needs
10. 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
,TOPIC THREE: MARKETING MANAGEMENT
11. Mpho is shopping for a new motorbike. He has decided to purchase the new BMW R 1200
GS Adventure. The dealership he has decided to purchase the motorbike from, met his
needs with speed and initiative and was able to answer all of his queries. To which
dimension of service does this relate?
a) Reliabilty
b) Responsiveness
c) Assurance
d) Empathy
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
14. Heineken has introduced a new drink called Radler which has a 2-3% alcohol content. By
associating the new drink with the brand Heineken, consumers will receive which one of
the following benefits of branding?
a) Brands promote loyalty among consumers
b) Brands make product differentiation possible
c) Brands provide assurance of a quality standard
d) Brands make price comparisons difficult
15. 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
, TOPIC 4: FINANCIAL MANAGEMENT
16. IBM had a better statement of financial position, despite falling behind in sales. Which
one of the following best describes the statement of financial position?
a) Can be described as the accrued power of disposal over the products and
services used by the business to generate a monetary return.
b) Consists of primarily receipts resulting in the sale of the business’s products
and/or services.
c) Reflects all of the possessions of the business as well as the nature and extent
of the interests in these possessions.
d) Furnishes details about the manner in which the profit or loss for a particular
period was arrived at and how it has been distributed.
17. The most common expenses that can be accrued by IBM are_______________
a) Bank overdrafts and interest
b) Wages and trade credit
c) Invoice discounts and salaries
d) Wages and taxes
18. Share capital, as a source of long-term financing for IBM, will be classified on the balance
sheet/statement of financial position as
19. ______________ .
a) Owners equity
b) Preference shareholders capital
c) Shareholders interest
d) Long-term capital
20. If IBM decides to invest $450 000 of their $4 billion profit at an interest rate of 15% per
annum, what would the future value be for a 3 year investment?
a) 684 405
b) 598 950
c) 595 125
d) 520 920
21. When calculating the Net Present Value, several aspects are involved. Which of the
following would be involved in the application of NPV?
a Forecasting the projected cash flow of the initial investment.
b Deciding on an appropriate discounting rate.
c Calculating the present values of the project’s cash-flow components.
d Accepting all projects with a NPV smaller than 0.
e Rejecting all projects with a NPV bigger than 0
