11/7/21, 4:06 AM Mid_ Term PMA

Mid_ Term PMA

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2 points

Option 1

Clear selection

Roll No. (provide only the number starting with 21, without any H as prefix) *

21151

Name *

Nidhi Matlani
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Section * 2 points

A publicity company, Alpha, makes customized advertisements for clients. 2 points

Alpha's CSFs will be substantially similar to that of a construction

company. *

True

False

A newspaper printing firm is ____ in a project mode. * 2 points

Never

Perpetually

A printer of marriage cards gets bulk of business during marriage seasons. 1 point

It terms each order as a job. The printer takes the content from the clients,
finalises the designs and prepares the first proof. After approval, it makes
the requisite number of cards. Which will be the most appropriate critical
success factor, apart from the other possible CSFs? *

On time delivery (OTD)

On time delivery in full (OTIF)

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A printer of marriage cards gets bulk of business during marriage seasons. 1 point
It terms each order as a job. The printer takes the content from the clients,
finalizes the designs and prepares the first proof. After approval, it makes
the requisite number of cards. Which will be the best Critical success
factor, among other CSFs? The printer has two production managers - one
for day shift and one for night shift. The important performance parameter
would be: *

Employee Engagement

Percentage of orders meeting OTD

Percentage of orders meeting OTIF

A analytics firm PHI_BETA takes market research assignments from FMCG 2 points

companies. Based on the scope, it designs and conducts large scale

customer survey to come up with marketing insights. Results are then
presented, in form of a discussion backed by a Powerpoint (as well as
supporting analysis files) to clients. Clients usually expect a rigorous
methodology, as well as validity of the suggestions. Which one is true for
PHI_BETA? *

Customer expectations are precise, objective and quantifiable.

Client expectations are qualitative and subjective, depending on the competence of

client.

A data- research organization Kappa takes market research assignments 1 point

from FMCG companies. Based on the scope, it designs and conducts large
scale customer survey to come up with marketing insights. Results are
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methodology, as well as validity of the suggestions. Quality standards will
be based on, typically, *
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yp y

Number of objections that can be raised on the methodology followed

Number of objections that can be raised on choice of team members

Pick the odd one out in terms of organizational processes: 1 point

Event management company

Movie making

New Product Development

Power Generation

Clear selection

A national sweets and confectionery chain has made managers for each of 1 point

its stores. Store managers are rewarded on sales achieved (in absolute
terms) by each store in each quarter. The reward system is

justified

unjustified

Clear selection

A finance company rewards its regional manager by using the variable 3 points

AUM (assets under management). To use this in the best manner, the AUM
of all managers should be ranked and then the rank list of manager be
developed.

True

False

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11/7/21, 4:06 AM Mid_ Term PMA

Financial results along with Critical Success Factors (CSFs) can be used to 1 point

develop a scorecard for business leaders.

True

False

Clear selection

To track the performance of installation executives, a water purifier 2 points

company takes C-satisfaction score by random sampling. Along with that,

it sends inspectors at random to look into the quality of installation so that
different installations of all executives are evaluated. The inspector scores
and the customer satisfaction scores, in best case_____________ indicating
high validity.

should converge, or be correlated

should not be correlated

Clear selection

To track the performance of installation executives, a water purifier 1 point

company takes Customer-satisfaction score by random sampling. along

with that, it sends inspectors at random to look into the quality of
installation so that different installations of all executives are evaluated.
Out of the inspector scores and the customer satisfaction scores,

Both of them are objective

Customer score is going to be perceptual

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Clear selection

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To track the performance of installation executives, a water purifier 1 point

company takes C-satisfaction score by random sampling. along with that,

it sends inspectors at random to look into the quality of installation so that
different installations of all executives are evaluated. Customer feedback
on basis of a form _______________quality of workmanship of the
installation team.

would indicate

would not indicate

Clear selection

To track the performance of installation executives, a water purifier 1 point

company takes C-satisfaction score by random sampling. along with that,

it sends inspectors at random to look into the quality of installation so that
different installations of all executives are evaluated. The inspector scores,
typically, should be based on

Taking inputs from customers

Using a check-list method

Clear selection

An app-based taxi company, say Uber, operates in different cities in India. 2 points

Looking to expand the market share, it needs to improve its customer

satisfaction. For the app-based taxi company, to improve customer
satisfaction, there is a need to
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implement BSC/ EFQM

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Work on customer complaints database

use mystery customer to get real time data

Clear selection

Competitive bench-marking between different app-based service 2 points

providers providing grocery at doorsteps, on parameters like response

time, market share, customer-satisfaction, employee satisfaction has
been implemented as a corporate scorecard, and will be presented to
angel investors who invested. The lacunae in this scorecard is_____

minimum wages have been ignored

service volume has been ignored

Profitability has been ignored

Freshness of groceries has been ignored

Clear selection

The use of mystery customer to assess franchisee is a regular feature for 3 points
international hotel chains/ restaurant chains etc. In order to get the most
correct data, the mystery customer methodology would involve

Taking feedback from customers selected randomly

Sending employees to behave as customers

Appoint a mystery customer firm who would send trained employees as customers

Search out dissatisfied ex-employees to inform them about shortcomings

Clear selection

Assessment of customer-facing employees on behaviors should, in best 2 points

caseediting
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Self - appraisal
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11/7/21, 4:06 AM Mid_ Term PMA

Peer feedback

Mystery customer score

Clear selection

Watch any episode of “Forged in Fire” on YouTube or History 18 Channel. 4 points

The format, if replicated, can be best used for, shop-floor, to (from a

training and development perspective)

Demonstrate the best practices of a trade

Identify the weakest members of a team

Objectively assess the competencies of workers

Quantify the behaviours of employees in objective manner

Clear selection

Watch any episode of “Australian Master Chef” on YouTube or TV channel. 3 points

Certain episodes contain live catering by groups of chefs to real

customers in rush hour. The format, if replicated, can be best used for
training

improve operations in a assembly line operations

in a job-shop customised foundry/ workshop

improve employee performance in continuous process plants like petro-refineries

Clear selection

Which of the formats (with suitable modifications) can be used to 3 points

develop/ train / select executive employees to take managerial decisions

for middle management roles? You might have to use YouTube/ television
channels for this question.
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Apprentice RESPONSE

Australian Master Chef

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11/7/21, 4:06 AM Mid_ Term PMA
Australian Master Chef

Forged in Fire

Storage wars

Clear selection

Which of the following is the goal of Business Process Re-engineering? 1 point

Doing things right

Doing the right things

Clear selection

The use of Standard Operating Processes / protocols in an organisation is 1 point

to

Doing things right

Doing the right things

Clear selection

Which of the following frameworks is most likely to be used to strategize 1 point

about initiatives to revitalise an organization by expansion in new product-

market domains?

BCG Matrix

SWOT

Ansoff Matrix

Porter – Value chain analysis

Clear selection

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11/7/21, 4:06 AM Mid_ Term PMA

In the book, the example of Fort Irwin exercises, between newly recruited 1 point

employees and experienced employees is to highlight : (select the best

option from the following)

developing employees by creating scenarios which might be faced in the field

mentoring the newly inducted employees to the culture of the organization

imparting ethics to the newly recruited employees

Clear selection

Which one of the following is likely to lead to robust goal setting among the 1 point

employees and employees’ acceptance of the same?

Appraisal system based on forced ranking

Appraisal system based on forced bell-curve

Appraisal system based on absolute system

Clear selection

Which of the following is the best descriptor of the incentive scheme in 1 point

which a distributable profit pool is distributed among the employees based

on their individual performance/ merit?

Scanlon plan

Lincoln plan

Clear selection
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11/7/21, 4:06 AM Mid_ Term PMA

AMRI hospital fire accident (look it up on internet) and the necessary 2 points

interventions that could have avoided it, is nearest to which of the

following cases (along with issues therein) as discussed in class?

Citibank

Green Valley Megastores

When a manager stumbles who is at fault

Clear selection

Potential assessment should preferably be part of the performance 2 points

appraisal form that will be filled in by the supervisor so that HR
department knows who are the high-potential candidates?
Give the answer which is logically defensible the most.

Right. It should be a formal part of the annual performance appraisal form.

No. It should not be a part of the annual performance appraisal form.

Clear selection

An organization has instituted a reward system based organization 2 points

meeting its target. The target will be finalized based on environment-

analysis and other factors. The parameter that will be best suited for
linking the employees’ rewards in most situations will be (among the
following):
Choose the parameter which can be easily applied to almost all for-profit companies,

Sales
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Profits
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11/7/21, 4:06 AM Mid_ Term PMA
Profits

Profitability

Cost savings achieved

Clear selection

While implementing a reward system for a made-to-order furniture 2 points

manufacturer, which of the following incorporates payment delays, costs
due to rework, and order returns by dissatisfied customers?
Choose the parameter which can be easily applied to almost all for-profit companies,

Sales

Successful Order Delivery (in %)

Profits

Profitability

Cost savings achieved

Clear selection

Which of the following can lead to dissatisfaction among the employees 2 points
the least?
Choose the most damaging option.

Assessment via a mix of competency and behavioral parameters, and then

normalised into a bell curve to meet organizational goals

Assessment via task- based approach based on successful execution, and then
audited using task/module specific checklists

Clear selection

Which performance appraisal can be justifiably included as part of 2 points

ongoing feedback mechanism for trainee employees on a shop floor of a

manufacturing company?
Choose
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Assessment via a mix of competency and behavioral parameters, and then
normalised into a bell curve to meet organizational goals
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11/7/21, 4:06 AM Mid_ Term PMA
normalised into a bell curve to meet organizational goals

Assessment via task- based approach based on successful execution, and then
audited using task/module specific checklists

Clear selection

A start-up organization decides not to have any elaborate employee 2 points

performance appraisal system, and rather go for weekly to-do lists which
are determined by the COO. Employees are evaluated on the basis of % of
to-do items completed, with higher weights given to meeting customer
goals. Such a employee appraisal system is ____ and ____.

operationally justified, legally unjustified

operationally unjustified, legally unjustified

operationally justified, legally justified

operationally unjustified, legally justified

Clear selection

In a shop-floor of a made-to-order manufacturing company, which of the 1 point

following can lead to most unbiased information about an individual’s

performance?

360 degree systems

Overall shop-floor output based

Job card based tracking systems

Clear selection

Which one of the following is likely to lead to more knowledge sharing (in 1 point
real terms) amongst the employees?

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Appraisal system based on forced bell-curve

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11/7/21, 4:06 AM Mid_ Term PMA

Appraisal system based on absolute system

Clear selection

To prevent being drowned by performance information on multiple 1 point

metrics, a leader/ manager should always (choose the best option):

focus on different metrics by rotation

appoint a person to present condensed reports

implement Balanced Scorecard via consultants

priority focus to vital few metrics

have high frequency updates of data

Clear selection

To improve, an organization has mandated all its managers to implement 1 point

weekly PDCA cycles. The most essential requirement for doing so:

presence of org.’s leader in the premises

defining processes and process ownership

having the right technology

the right career progression system

Clear selection

Which of the following is most easy for spreadsheet based simulations for 1 point

a small manufacturing company?

DuPont
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Balanced Scorecard

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11/7/21, 4:06 AM Mid_ Term PMA

Clear selection

Productivity norms for material usage & wastage, and/or time usage & 1 point
wastage etc., will be a critical component of:

any implementation of Scanlon plan

any implementation of Lincoln plan

Clear selection

In order to ensure group behavior among the housekeeping staff of a 1 point

hospital, while at the same time to be able to identify and reward individual
performance, the best will be:

an implementation of Scanlon plan

Group incentive with group monitoring, with critical incident method

Clear selection

For a construction firm, or a made-to-order firm like customised ships/ 3 points

luxury buses, in order to be able to track different individuals and the work
done by them, and map it with the relevant design drawings/ blueprints,
which of the following systems will be best suited?

Generic ERP/ MIS systems are required

Activity log sheets/ Job cards with sign-off by supervisors

Quality checks at random after the work has been completed by the client

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Clear selection

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11/7/21, 4:06 AM Mid_ Term PMA

Finalization of the Bonus bool is typically finalized at the end of the year by 2 points
the Board. If the organizationa is faced with a bad year with low bonus
pool, having a pre-declared bonus system (e.g., Excellent will lead to Rs.
15000 as bonus, Very-good will lead to Rs. 12000 as bonus and so on),
implies that

HR department will necessarily modify the performance ratings, using a normalization

committee, in order to be within the budget

HR department will have flexibility to award the rewards without being constrained by
the budget

Clear selection

Strategic maps are best (or first order use among all options) used to 1 point

A. Identify the resource requirements of an organization

B. Check alignment between different activities in an organization

D. Identify organizational Structure related flaws in an organization

Clear selection

An appraisal system of a company has a parameter to measure “crisis 1 point

handling” of an employee. The worst way to measure this parameter would
be:

A. Have the direct supervisor assess this parameter on a rating scale.

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critical incident method.

C Have a panel to assess the parameter for all subordinates using collection of
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C. Have a panel to assess the parameter for all subordinates using collection of
critical incidents.

Clear selection

An appraisal system has a parameter to measure “crisis handling” of an 1 point

employee. The best way to measure this parameter would be:

A. Have the direct supervisor assess this parameter on a rating scale, where the
definition of the parameter along with definitions of the levels would be given.

B. Have a panel composed of cross-functional experts to assess the parameter for all
subordinates using a rating scale.

C. Have a panel to assess using collection of critical incidents, provided all employees
had opportunities to live through crises.

Clear selection

Organizations, especially having large number of employees, that practice 1 point

performance appraisal in an absolute manner may often end up having
everyone rated outstanding/ excellent. If ratings are justified then there is
no problem. Problem happens when the ratings are unjustified. To avoid
that situation, and yet not getting into the forced curve fitting or bell curve
fitting using normalization committees, one option organizations can
explore(best option):

Documented goal setting exercise using results/ tasks as per roles

Have an assessment centre based approach for performance appraisal

Adopt a 360 –degree based appraisal system

Clear selection

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11/7/21, 4:06 AM Mid_ Term PMA

A company has an incentive structure for its recruitment team, where turn 1 point

around time is a critical parameter. 80% of bonus is decided on whether

the targets have been met or not in terms of candidates as per the due
date. The biggest lacunae in this system would be

There is no problem. The screening process would take care of quality.

Quality of hires is missed out; therefore quality also needs to be incorporated.

Effective utilisation of the new recruits is not considered.

Clear selection

The strategic purpose of dashboards is best captured by which following 1 point

statement?

Present all data to the management for analysis and taking corrective action

Present critical information only to the management related to organizational

outcomes, with an ability to conduct detailed analyses on underlying databases

Provide details of performance of different employees holding critical positions

Clear selection

From a system’s perspective, the best way to ensure performance for all 1 point

processes is to:

define processes, process outputs and map them with process owners

create a culture of group work and knowledge sharing

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Clear selection
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11/7/21, 4:06 AM Mid_ Term PMA

An organization uses a bell curve fitting (with peer-to-peer comparison) 2 points

for performance assessment of managers and supervisors. Use of relative
appraisal systems (peer-to-peer with bell curve fitting) can possibly (most
likely) lead to all of the following except:

creating individual scorecards for assessment of individual performance

cascading of goals to the lower most level of the hierarchy

development of team spirit among employees for knowledge sharing.

Clear selection

The frequency with which audits/ drills/ mystery-customer feedback is 1 point

taken should be decided by:

The availability of skilled employees/ resources who would conduct the audit/drill or
mystery feedback.

The management’s comfort wit the audit/drill/ mystery feedback process since they
would have to implement the inputs obtained from the exercises.

The cost of conducting the audits/ drills/ mystery feedback as the daily work is also
going to be disrupted.

The criticality of the process that is being monitored, usually in terms of impact of the
process going wrong.

Clear selection

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11/7/21, 4:06 AM Mid_ Term PMA

ABC Auto Co. supplying parts to different manufacturers, has a heat – 2 points

treatment unit, which often ends up as a bottleneck as all parts have to be

necessarily heat-treated. What is the best way to ensure that heat-
treatment is better utilized without causing a delay to any order?

Develop strategy maps and use it to see effective utilization of heat-treatment unit.

Through the development of a reward linked to utilization of heat-treatment unit.

By using project network diagrams for all orders and scheduling using those
diagrams.

Clear selection

The best way to take measurement of service provided by employees in 2 points

an objective and unbiased manner so that the management can be aware
of the service quality without any delay and in a proactive manner would
be to use:

customer satisfaction surveys

number of repeat customers

number of customer complaints

using mystery customers

Clear selection

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11/7/21, 4:06 AM Mid_ Term PMA

The best way to conduct a potential assessment of employees would be to 1 point

Assessment of the potential by a committee – the assessment would be done

independent of performance on current job.

Assessment by an assessment centre method by – putting them through tasks they

would be asked to do in the next responsibilities.

Performance on current responsibilities indicate the inherent qualities in the individual

and therefore the performance in the current responsibilities can itself be used to
judge potential. Therefore no separate system is required.

Clear selection

Which of the following perspectives on the balanced scorecard framework 1 point

is the most concurrent (contemporaneous) perspective?

Financial Perspective

Internal Business Perspective

Learning and Growth perspective

Customer perspective

Clear selection

The names - Kaplan and Norton are linked with 1 point

Activity system maps

Critical Path method

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PERT Diagrams

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11/7/21, 4:06 AM Mid_ Term PMA
Balanced Scorecard

Clear selection

To prevent conflicts, the frequency with which goals will be updated ought 1 point

to be highest in __________organizations, other things remaining same.

functional

matrix based

Clear selection

For a multi-product, multi-market company, different employees work in 4 points

multiple cross-functional teams throughout the year. The best appraisal

system, or the one that will create the least amount of problems like
politicking, subjectivity, biases, discrimination, favoritism would be_____.

task-based appraisal system, using absolute rating system

competency based appraisal system, using absolute rating system

task-based appraisal system, with peer to peer comparison and forced curve fitting

360 degree based appraisal system using personality factors, with absolute rating

360 degree based appraisal system using personality factors, with bell curve fitting

Clear selection

Which of the following can be best used to evalaute trainers/ faculty 1 point
members in an organization?

KirkPatrick's model

Mckinsey's 7S framework
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Hoshin kanri Matrix

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Blooom's Typology

Clear selection

The evalaution of faculty members as conducted by using students' 1 point

feedback is nearest to

Level 1 of DuPont's framework

Level 1 of KirkPatrick's framework

Level 1 of Bloom's typology

Level 1 of Capability Maturity Model

Clear selection

People Capability Maturity Model is usually used to 1 point

judge the quality of human resources in an organization

judge the quality of human resource practices and policies of an organization

Clear selection

Which of the following organizational types will be negatively impacted the 1 point
most by increase in number of employees, other things remaining the
same?

functional

matrix

Clear selection

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11/7/21, 4:06 AM Mid_ Term PMA

An organization wants to benchmark itself to itself (i.e., over different time 2 points

periods) to find gaps in the way it is working internally for improvement.

Of the following, which one can be used best?
Even if all of them can be used, select the one most appropriate.

DuPont Framework

5C model

Clear selection

Employee satisfaction scores can be used to evaluate the HR department. 1 point

True, it is justified.

False, it is not justified.

Clear selection

If in a Dupont framework implementation, the level 1 (top most) parameter 1 point

is ROI (Return on investment), which of the following will be part of next

level (i.e., be a level 2 parameter)?

Total Employee cost

PAT/ Sales

Wastage of raw materials per unit of sales

Cost of working capital per employee

Clear selection
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11/7/21, 4:06 AM Mid_ Term PMA

If a building element (column, slab or beam) fails during or after 1 point

construction, and the construction company was an ISO certified company

and all project related documents are available for audit, the best way to
track the individuals related to the element would be to

Locate the concrete pour card for that element

Send a fact finding team to project site

Clear selection

Balanced Scorecard will help to solve the problem of leadership in an 1 point

organization, if such a problem exists.

True

False

Clear selection

Balanced Scorecard and MBO are two totally contrasting approaches in 1 point
management, with zero overlap.

True

False

Clear selection

Identifying
You're business
editing your processes,
response. streamlining
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edit your response. RESPONSE
owner mapping can be done without implementing Balanced Scorecard.

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11/7/21, 4:06 AM Mid_ Term PMA

True

False

Clear selection

Managing a single project is better done using a Balanced Scorecard rather 1 point

than a PERT/CPM diagram.

True

False

Clear selection

Strategy maps can be an effective tool in communicating about an 1 point

organization's strategy to different employees.

True

False

Clear selection

A Balanced Scorecard (focusing on L1 parameters/ goals) can easily be 2 points

implemented for any organization, say within a couple of hours.

True

False

Clear selection

Out of the three possible combinations of processes-employees (1. one to 1 point

one, 2. many to one, and 3. one to many), the one which often leads to
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1
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Clear selection

Out of the three possible combinations of processes-employees (1. one to 1 point

one, 2. many to one, and 3. one to many), the one which often leads to
issues about authority-responsibility conflicts is

Clear selection

Process ownership of identified processes can be a specific function, 1 point

cross-functional team or a specialised task-force. Which will end up

creating a matrix based approach?

Processes owned by specific functions

Processes owned by cross-functional teams

Clear selection

Need for HRIS (showing workload for individual employees and mapped to 2 points

organizational goals) is the highest in

Functional structure

Matrix based structure

Pure team based structure

Clear selection
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11/7/21, 4:06 AM Mid_ Term PMA

An organization creating a company specific HR systems rather than 1 point

division-specific HR systems will have the following STRATEGIC advantage

the most.
Choose the best option.

Certain divisions ending up as high-wage islands.

Employees loyal to the company rather than the division.

High flexibility in allocating employees across division as per requirements.

Clear selection

Black Panther Sword Competition

Forged in Fire: POWERFUL Bl…

Bl…

Ref. Video of Black Panther Competition. Nick's elimination was _____. 2 points

due to ignoring build-specifications of the sword

due to his sword achieving failing operationally

Clear selection

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Ref. Video of Black Panther Competition: While 2 points

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Ref. Video of Black Panther Competition: While 2 points

due to ignoring build-specifications of the sword

due to word achieving failing operationally

Clear selection

Construction failure

Building collapse while doing…

doing…

Ref. Video on construction failure: The failure is technically a_________. 3 points

module failure, which may or may not lead to project failure

module failure, which has impacted the project on multiple critical success factors

not a failure, if the work can be done so as to make up for the lost time

Clear selection

Ref. Video on construction failure. The collapse indicates that 2 points

______________.

in a project, each module has its own unique SOPs and failure points.

SOPs and checklists are suitable only for continuous operations; replicating them in
project work is unnecessary.

SOPs and failure points are generic in nature in projects, applicable to all projects

Clear selection
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11/7/21, 4:06 AM Mid_ Term PMA

Which of the following has high degree of mismatch in-built in the 4 points

system?

performance appraisal using 360 degree feedback along with job cards

performance appraisal using 360 degree feedback using behavioral parameters and
panel of seniors giving feedback on how the work was carried out

performance appraisal using Tasks along with performance appraisal using task-
specific checklists

performance appraisal using competencies via reporting officer and appraisal using
personality traits via 360 degree system

Clear selection

Reference Video on construction failure: Which of the following appraisal 2 points

system can also be used for training and development of employees in

order to avoid such failures?

performance appraisal using 360 degree feedback along with job cards

performance appraisal using 360 degree feedback using behavioral parameters and
panel of seniors giving feedback on how the work was carried out

performance appraisal using Tasks along with performance appraisal using task-
specific checklists

performance appraisal using competencies via reporting officer and appraisal using
personality traits via 360 degree system

Clear selection

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11/7/21, 4:06 AM Mid_ Term PMA

Reference Video on construction failure: Which of the following best 4 points

allows for forensic analysis regarding what went wrong?

performance appraisal using 360 degree feedback along with job cards

performance appraisal using 360 degree feedback using behavioral parameters and
panel of seniors giving feedback on how the work was carried out

performance appraisal using Tasks along with performance appraisal using task-
specific checklists

performance appraisal using competencies via reporting officer and appraisal using
personality traits via 360 degree system

Clear selection

Ref. Hard Disk manufacturing Problem

Thailand’s Hard Drive Industr…

Industr…

Ref. Thailand Hard drive industry: The deciding factor for investors 3 points
investing in manufacturing in South Asian countries has been (going by
the example of Seagate's expansion into Singapore and Thailand):

cheap labour relative to other locations

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response.
of life for expatriates RESPONSE

government incentives / tax breaks

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11/7/21, 4:06 AM Mid_ Term PMA
government incentives / tax breaks

quality of regulatory institutions

Clear selection

Ref. Case of Customers' Revenge: the introduction of a new product in a 2 points

competitive industry requires ____oversight as the company ________old

time loyal customers to help it out.

less, can bank on

extensive, can not bank on

Clear selection

For a new product introduction, when faced with complaints related to 2 points

product failure, the company needs to carry out rapid_______.

RCA (Root Cause Analysis) Analysis

PDCA (Plan Do Check Act) Analysis

DMAIC (Define, measure, analyze, improve, and control) Analysis

DMADV(Define, Measure, Analyze, Design, Verify) Analysis

Clear selection

A hospitality firm has developed a customer satisfaction scale to measure 2 points

customer satisfaction. When checked with respect to repeat customer

data, the statistical analysis showed statistically significant negative
correlation. It can be inferred that______.

Measurement of customer satisfaction on the developed Customer satisfaction scale

has issues related to reliability

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has issues related to validity.

Clear selection
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11/7/21, 4:06 AM Mid_ Term PMA
Clear selection

Use of SLAs is common to judge service vendors. Can the same SLAs be 3 points
used to evaluate the employees allocated by the service vendors?

True

False

Clear selection

Ref. Case of Citibank: For goal setting for bank managers of different 2 points

banks (on financial parameters like Profit), the best way would be_____.

have uniform 15% yoy growth targets for all branches, creating stretch targets

have x% yoy growth targets, where x = population growth rate in the markets where
branches are located

have x% growth rate, where in x is based on market potential along with the impact of
competitors factored in

for every branch, repeat the growth rate achieved in last year

Clear selection

For most organizations, implementation of necessary factors (i.e., hygiene 2 points

factors), should be____.

the responsibility of dedicated specialist departments

the responsibility of the line managers as well

Clear selection

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11/7/21, 4:06 AM Mid_ Term PMA

Ref. Case of Floundering Expatriate: the first exercise CEO of Argos 3 points
Europe should have carried out should have been a _____________.

strategy mapping listing all processes and process owners

strategy canvas with data of competitors and customer expectations

Clear selection

Case nearest to floundering expatriate with respect to organizational 2 points

process and macro structure is____.

ABC Autos

Green Valley Megastores

Citibank

When a new manager stumbles who is at fault

Clear selection

An organization shifting from individual performance evaluation and 2 points

incentive system to a scorecard-based and unit-based evaluation and

incentive system ___________potential assessment system to identify the
employees who can be groomed for higher roles.

need a separate

not need any

Clear selection
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11/7/21, 4:06 AM Mid_ Term PMA

For a manufacturing unit, moving to a scorecard based system, the ability 2 points

of a unit manager to use individual discretion to reward subordinates

_______________.

is curtailed, and it is good for the organization

is curtailed, and it is negative for the organization.

in increased, and it is good for the organization

is increased, and it is negative for the organizatino

Clear selection

Ref. "Decoding the DNA of Toyota Production System" - The example of 1 point

fitting a seat on a car illustrates

importance of detailed SOPs to reduce variations in quality

rigidity in operations which do not allow innovation by workers; all innovation is

carried out by taskforces

allowing workers to choose the methodology as per their personal capabilities

Clear selection

Ref. "Decoding the DNA of Toyota Production System" - The example of 2 points

fitting a seat on a car illustrates

experimentation in SOPS guided by a rigid and precise stipulations of as-is condition

so that improvements can be tracked

innovation
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top-down approach towards innovation

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11/7/21, 4:06 AM Mid_ Term PMA

Clear selection

Ref. Article Learning to Lead at Toyota: The role of the managers is to 2 points

guide the workers to make operational improvements, in alignment with

the title of the article.

True

False

Clear selection

Ref. Article Learning to Lead at Toyota, Page 4: The significant difference 2 points
between Dallis's 7 suggestions versus 28 & 31 suggestions from Japanese
trainee-managers implies a

learning curve which Dallis had to go through

cultural differences between American and Japanese management styles

Clear selection

Ref. the core of the Toyota Production System is to 2 points

approach areas for improvement using an data-driven approach

identify substantial and significant bottlenecks in the process

Clear selection

In order to prevent accidents, organizations should 2 points

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focus on the base of the Heinrich Triangle, targeting reduction of the same using TPS
approach
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11/7/21, 4:06 AM Mid_ Term PMA

create a penalty system for managers focusing on accidents

Clear selection

Assembly line - motor manufacturing.

Small Pump Motor Stator Pr…

Pr…

Ref. Video on Assembly line: The training requirements for carrying out the 3 points

discrete activities would be:

very challenging, since the technology of motors is quite a complicated subject

relatively easy, since the discrete activities are simple in themselves

is depending on the technological capabilities of the workers, higher the technological

knowledge lesser the training requirement

Clear selection

Ref. Video on Assembly line. As shown in the video, the assembly line is (in 3 points

terms of activities and how the activities are carried out)

true to the original assembly line as created by Henry Ford

is a modified version of the assembly line as created by Henry Ford

Clear selection

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11/7/21, 4:06 AM Mid_ Term PMA

Ref. Video on Assembly line. The assembly line shows transfer batches of 2 points

differing batch size. Theoretically and practically it replicates the assembly

line for automobile production.

True

False

Clear selection

Honda used the Isle of Man races to challenge the employees, including 3 points

an in-house Honda Speed Club. Please read about it if you are not aware
of the history of Honda. Such an initiative would have been most relevant
for the case of _____.

Customers' Revenge

Green Valley Megastores

Citibank Performance Evaluation

Dilemma at ABC Autos

Clear selection

Go through article "Coming up short on nonfinancial performance 2 points

measurement". It is easily available on the internet. The red flag in the use
of non-financial metrics for performance appraisal is______.

when a company’s financial and nonfinancial performance diverge

when ayour
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when the employees do not buy-in to the use of non-financial metrics

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11/7/21, 4:06 AM Mid_ Term PMA

when the top performers become average performers when appraised using non
financial metrics

Clear selection

Go through article "Coming up short on nonfinancial performance 2 points

measurement". The author discusses the use of verified causal models,

before incorporating the non-financial metrics. Causal models also need
to incorporate multiple variables, some of which might be relevant for a
few stores/ units/ branches. For a fast-food chain of 50+ outlets,
verification of a causal model is most like to use ___________. Choose the
best from the options given below.

panel data regression

correlation analysis using cross-sectional data

Cluster analysis

Factor analysis

Clear selection

Ref. Balanced Scorecard discussion in book (or any other article) and the 2 points

article on Coming up short on nonfinancial performance measurement.

Balanced Scorecard by itself identifies the drivers which make the highest
contribution to organizational goals

Balanced Scorecard provides a generic framework to guide the identification of the

drivers, which would later have to be empirically validated

Clear selection

The causal model developed by any organization and empirically validated 1 point

can be used for the entire organizational life cycle.

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True

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11/7/21, 4:06 AM Mid_ Term PMA

False

Clear selection

Ref. Balanced Scorecard discussion in book (or any other article) and the 2 points
article on Coming up short on nonfinancial performance measurement.
Getting involved in tracking all possible metrics and ending up with
overload of data is a reality when ______________.

leaders implement any holistic framework, like Balanced Scorecard

leaders do not identify the fundamental drivers, along with relative importance of
each

Clear selection

Ref. Balanced Scorecard discussion in book (or any other article) and the 2 points

article on Coming up short on nonfinancial performance measurement.

When an organization has adopted an empirical validation of their causal
models, the weights to each of the drivers would be___________.

developed by the managers and be an input to statistical modelling

would be an outcome of the statistical analysis

Clear selection

Which of the following set of appraisal labels is inappropriate for 2 points

supervisors of a construction team?

Exceeds expectation (for best performance), Meets expectations, Barely meets

expectations and so on...

Meets expectations (for best performance), Meets most expectations, with

underperformance on < 10% targets, Meets expectations, with underperformance on
You're editing
10-20%your response.
of targets, Sharing
and this URL allows others to also
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Clear selection

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11/7/21, 4:06 AM Mid_ Term PMA

Which of the following set of appraisal labels is appropriate for workers on 2 points

an assembly line?

Exceeds expectation (for best performance), Meets expectations, Barely meets

expectations and so on...

Meets expectations (for best performance), Meets most expectations, with

underperformance on < 10% targets, Meets expectations, with underperformance on
10-20% of targets, and so on...

Clear selection

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