SECTION A Short Essay (40 Marks)

Answer any FOUR (4) questions. Each question carries 10 marks.

QUESTION 1
As the newly appointed operations manager at Cyroos Automobile Holdings, you have been asked to
forecast the demand for its latest hybrid car in Malaysia. Cyroos specializes in manufacturing and
distributing environmental-friendly cars all around the world. The year 2009 will mark their entry
into the local market here. You will need to forecast the demand for these cars over the next three
years. Discuss practical ways to handle this task.
[10 marks]

QUESTION 2
Most successful local organizations tend to globalize their operations as part of its expansion
strategy. Identify and discuss the four (4) international operations strategies.
[10 marks]

QUESTION 3
The focal point in operations management is to understand the difference between the production of
goods versus the production of services. Explain the various differences between goods and services.
[10 marks]

QUESTION 4
State and explain any FIVE (5) determinants of service quality.
[10 marks]

QUESTION 5
As a young business consultant, you have been approached by a furniture manufacturer in Shanghai
to speak on the importance of good quality management. Discuss the term quality and the various
costs associated with quality management.
[10 marks] MGT301 - Operations Management (Final Examination) Page 3

SECTION B Essay Questions (60 Marks)
Answer any THREE (3) questions. Each question carries 20 marks.
QUESTION 7
Examine the use of servicescapein the service delivery of the following organizations:-
i. High-end boutique
ii. Public hospital
iii. Fast-food restaurant

For each type of servicescape, discuss how it affects customers and employees.
[20 marks]
QUESTION 8
Walmart decides to set up their very first outlet in Malaysia. They are looking out for a large space
near the main city center of Kuala Lumpur. As a senior business consultant, you have been appointed
to look out and suggest an appropriate location for its consideration. State and discuss 10 critical
success factors (CSFs) to be considered when selecting a location.
[20 marks]
QUESTION 9
Anita owns a chain of music schools in Malaysia. Lately, she has been advised by her friends to
expand her company across national borders. State and discuss 10 issues that have to be considered
when penetrating into the global arena.
[20 marks]
QUESTION 10
There is always a problem of long queues at the ticket counters of hypermarkets, stadiums
and cinemas. Discuss 10 psychological costs associated with waiting lines that are too long.
[20 marks