MD. Shariful Islam (Tutul), Cma Final, Cell 01771414539 Educational Consultant (For Icmab Students Only)
MD. Shariful Islam (Tutul), Cma Final, Cell 01771414539 Educational Consultant (For Icmab Students Only)
MD. Shariful Islam (Tutul), Cma Final, Cell 01771414539 Educational Consultant (For Icmab Students Only)
E1 Enterprise Operations
CMA December 2019
SECTION A — 20 MARKS
This section consists of 1 question and 8 sub-questions. You are advised to spend no longer
than 36 minutes on this section. Section will carry 20 marks and one sub-question will
carry 2.5 marks each.
QUESTION 1
(a) Define Country Risk and Political Risk. How these risks are managed by a
Multinational Company (MNC)?
(b) What are advantages of offshoring?
(c) How would you differentiate Market Segmentation and Market positioning?
(d) Describe PESTEL in analyzing macro environment of marketing.
(e) What are the tools of monetary policy and how do they impact the market?
(f) Distinguish between Optimized Production Technique (OPT) and Enterprise Resource
Planning (ERP).
(g) Explain the process under Kaizen costing.
(h) Which promotional mix is more suitable for the country like Bangladesh? Why?
SECTION B — 30 MARKS
This section consists of 1 question and 5 sub-questions. You are advised to spend no longer
than 9 minutes on each sub-question in this section. Section will carry 30 marks and one
sub-question will carry 6 marks each.
QUESTION 2
(a) "Developing and maintaining a brand is expensive. However, a brand can enhance
profitability." Explain. [Marks: 6]
(b) What is knowledge management? Describe the impact of human capital to knowledge
capital? [Marks: 6]
(c) Explain six different ways in which operations management thinking and techniques
may benefit UBER in Bangladesh. [Marks: 6]
(d) Describe six types of loss that a company may face when investing in another country
unless the risks are managed. [Marks: 6]
(e) The implementation of a new information system may sometimes meet with staff
resistance. Explain TWO management strategies for overcoming resistance that have the
advantage of speed but could raise ethical and possibly legal concerns. [Marks: 6]
SECTION C — 50 MARKS
This section consists of 2 questions. You are advised to spend no longer than 45 minutes on
each question in this section. Section will carry 25 marks and allocation of marks for each
sub-question is indicated next to the sub-question.
QUESTION 3
Electro Mart is an electronic Company having plant in Dhaka. It imports different parts
from overseas countries and manufactures finished products for distribution in domestic
markets. It engaged dealers in different important cities to distribute three different
product lines. At present it uses Tally Software for its general accounting. It has also
different modules for HR and inventory management. The Company, now, is at the stage of
establishing its brand in the market and facing severe competition with some other
established brands. The Company is also contemplating to expand its business in export
market. The Board of Directors advised the CEO to take initiatives to improve efficiency of
the Company through providing accurate and timely information for overall controlling
and decision making. The newly appointed CEO finds that there are huge scopes of
performance improvement through effective monitoring and controlling on supply chain,
quality improvement, working capital, information dissemination and decision making
process. The CEO suggested the board to approve implementation of an ERP. Accordingly,
the board decided to implement an ERP and entered into an agreement with Infosys (BD)
Ltd, a renowned software vendor. As the CFO of the Company, you have been instructed
to assist the CEO.
Requirements: (You are free to take necessary assumptions or not regarding cost, volume,
lead time, period or any other factors pertaining to operation, marketing, manufacturing
etc.)
(a) Draw a detail plan to facilitate the successful implementation of the project with a
special emphasize on system Changeover;
(b) Point out briefly how the proposed ERP can help in strategic, tactical and operational
level decision making?
(c) How data of different functional departments of Electro Mart can be converted into
information?
(d) Prepare a draft Service Level Agreement (SLA) to be executed between Electro Mart
and Infosys (BD) Ltd for future maintenance of the ERP.
[Marks: (7+6+5+7) = 25]
QUESTION 4
A professional management body is funding a major research project into the relationship
between certain HR systems and workplace motivation. As part of this project the PQ
University has been engaged to investigate the use of staff performance appraisal systems
in large organisations. The University's work involves a number of stages:
'Stage 2: initial results from stage 1 discussed with a group of senior managers (such as HR
directors and chief executives).
'Stage 3: focus group meetings with employees at all levels within the organizations
surveyed to understand employee motivations, attitudes and experiences.
'Stage 4: final report to the professional body and subsequent dissemination of findings.
Stage 3 has now been completed and a number of interesting issues have emerged:
•The use of formal performance appraisal systems varies significantly between sectors from
80% of financial service organizations to only 50% in the retail sector.
'Organizations not using an appraisal system do not feel that the potential benefits of a
formal system justify the time and cost involved in operating it.
•Of the systems in operation, 90% involved an annual meeting between employees and
their appraiser, normally their line manager.
•15% of organizations used the outcomes from the system to help determine pay.
'There was little relationship between levels of motivation and the existence of a staff
performance appraisal system. (Motivation was more closely related to issues such as
organizational reputation and the operation of environmental action and sustainability
programs.)
'Employees were generally critical of their own organization's system of formal staff
performance appraisal.
Requirements:
(a) Describe the potential benefits of a formal staff performance appraisal system for a
large organization.
(b) Explain the possible reasons for employees being critical of their own organization's
system of formal staff performance appraisal.
Process design
Methods of Process design
TQM
Kaizen
BPR
Benchmarking
Use of Process Maps
Improvement in Supply Chain Management
Stages of Product/Service Development
Consider Customer needs
Concept Screening
Design Process
Time to Market
Product Testing
Operation Management
Explain different ways in which operations management thinking and techniques may benefit
a hospital. (June 2019) (CIMA May 2014)
Explain six different ways in which operations management thinking and techniques may
benefit UBER in Bangladesh. (Dec 2019)
The ideas and principles established by the well-known theorist F.W. Taylor have
implications for both operations and management even today.
Describe briefly FIVE of these ideas and principles. (CIMA Nov 2013)
Product manufacturing operations can be explained as a three stage transformation model of
inputs, processes and outputs.
Distinguish how a service differs from a product using this model as a framework.
(May 2012-Exam Kit)
JIT
What are the challenges to implement JIT in a country like Bangladesh? (June 2016)
Describe the potential disadvantages of introducing Just-In-Time (JIT) operations within a
manufacturing organisation. (Sep 2013-Exam Kit)
Explain how a just-in-time (JIT) approach might contribute to the competitiveness of a
firm. (May 2013-Exam Kit)
Describe the operational requirements for a system of JIT production. (Q.No.206-Exam Kit)
Explain how the JIT philosophy might be applied to the provision of services to customers.
(Q.No.209-Exam Kit)
Chapter-7
The Supply Chain & Supply Network
Sourcing strategies
• Single Sourcing
• Multiple Sourcing
• Delegated Sourcing
• Parallel Sourcing
Chapter-7
The Supply Chain & Supply Network
Process Mapping
Describe FIVE benefits of process mapping. (Nov 2012-Exam Kit)
Purchasing Vs Supply
Explain the disadvantages of a firm developing relationships with suppliers based on price
alone. (June 2017) (May 2013-Exam Kit)
Large companies often exert o high bargaining power over their suppliers.' What type of
suppliers will the following have?
A large, mid-price chain of clothes shops
A large top division football club.
Discuss the quotation above in the context of these two businesses. (Dec 2016)
Explain SIX reasons why a firm might attempt to actively manage its relationships with its
suppliers. (June 2019) (CIMA May 2014)
Explain why 'Supply' has been described as being more significant than 'Purchasing' for
an organisation. (Sep 2011-Exam Kit)
Chapter-8
Quality Management
Wlmt quality?
4Cs of Quality :
• Commitment
• Competence
• Communication
• Continuous Improvement
5-S Practice
Quality Circles
Kaizen
Statistical Process Control
• Implementation of a TQM Approach
Senior management consultancy
Establishing a quality steering
Presentation & training
Establish quality circles
Documentation
Monitor Progress
Quality control
Quality Assurance (QA) Systems
• ISO
• EQFM
Measuring service quality — servqual
5 Dimensions:
• Tangibles
• Reliability
• Responsiveness
• Assurance
• Empathy
Business process re-engineering
Lean management
• Wastes to be eliminated
1.Inventory 2. Waiting 3. Defective units 4. Effort
5.transportation, 6. Over-processing, 7. Over-production
• Characteristics
Improved production scheduling
Small batch of production or continuous production
Economies of scope
Continuous Improvement
Zero inventory
Zero waiting time
• The six core methods
JIT
Kaizen
5-S Practice
Total Productive Maintenance (TPM)
Cellular Manufacturing
Six Sigma
• Criticisms and limitations
• Application to services
Chapter-8
Quality Management
TQM
“TQM requires a transformation in thinking about how organizations view customers,
suppliers and shareholders.” Explain. How the Bangladeshi RMG sector can reduce overhead
costs by focusing TQM. (June 2018, June 2016)
Describe FIVE possible reasons for the failure of a Total Quality Management (TOM)
programme within an organisation. (June 2019) (CIMA Nov 2014)
Describe the key aspects of a programme to implement Total Quality Management (TQM) in
manufacturing organization. (Dec 2015) (Nov 2010-Exam Kit)
Distinguish quality circles from quality control inspection. (June 2019) (CIMA Nov 2013)
Distinguish between ISO9000 accreditation and Total Quality Management (TQM).
(Mar 2014)
Explain the reasons why quality may be important to a manufacturing organisation.
(Q.No.206-Exam Kit)
Explain why 'prevention costs' will account for the majority of quality-related costs in a
modern manufacturing environment. (Q.No.212-Exam Kit)
Explain the meaning of a 'quality chain' within an organisation and suggest how service level
agreements can be used to strengthen the quality chain. (Q.No.212-Exam Kit)
The ISO 9000 series of quality management standards is based on certain quality principles.
Explain the purpose of the ISO 9000 quality standards and describe the quality principles on
which they are based. (Q.No.205-Exam Kit)
Explain the framework for an exercise to establish quality management systems in
conformity with ISO 9001 guidelines. (Q.No.205-Exam Kit)
Kaizen Costing
Explain the process under Kaizen costing. (Dec 2019)
Describe the features of continuous improvement or Kaizen. (Kit Q.No. 206)
Six Sigma
Describe FIVE main features of the Six Sigma approach. (Mar 2014)
Lean Mangement
Describe the nature of Business Process Re-engineering (BPR) and explain the principles on
which it is based. (Kit Q.No. 206)
Explain the relationship between stakeholders and corporate governance. (June 2019) (CIMA
Mar 2014)
Describe the benefits an organization might derive from adhering to good Corporate Social
Responsibility (CSR) principles in its business activities. (June 2019, June 2017)
State/Explain the relationship between 'Business Ethics' and 'Corporate Social
Responsibility'. (Dec 2018, Dec 2017, June 2016) (Mar 2012-Exam Kit)
Explain, with examples, the meaning and nature (dimensions) of corporate social
responsibility (CSR). (Dec 2015) (Nov 2011-Exam Kit)
Explain the concept of corporate social responsibility (CSR) and suggest how CSR might be
relevant for the marketing of an organisation's products or services. Q.No.208-Exam Kit)