Beruflich Dokumente
Kultur Dokumente
Section A
(10 points)
1) Which one of the following is NOT a component of Horizontal Coordination Model with
regards to innovation?
a) Specialization
b) Boundary spanning
c) Open innovation
d) None of the above (textbook, p.445-446)
2) Excessive focus on costs, failure to perceive benefits, and lack of coordination and
cooperation etc. often act as ______________ in an innovative organization.
a) Cultural
b) Leadership
c) Team
d) Life cycle (textbook, p.545-549)
a) Red tape
b) Bounded rationality
c) Bureaucracy (textbook, p.551)
d) Formalization
5) Which one of the following could be regarded as an element of the process of ecological
change?
a) Variation
b) Selection
c) Retention
d) All of the above (textbook, p.187-188)
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6) ______________ is the emergence of a common structure and approach among
organizations in the same field.
a) Institutional coordination
b) Institutional symmetry
c) Institutional aphorism
d) Institutional isomorphism (textbook, p.191)
a) Complex
b) Simple (textbook, p. 257)
c) Rural
d) Paradoxical
9) _________ refers to the high-tech analysis of a company’s data in order to make better
strategic decisions.
a) Organizational strategy
b) Transaction approach
c) Business intelligence (textbook, p.499)
d) Behaviour control
10) The balanced scorecard and strategy map are techniques used primarily by _________
level managers.
a) Every
b) Top and upper (textbook, p.511)
c) Middle and lower
d) All of the above
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Section B
(40 points)
Respond to any TWO of the following questions. These questions are essay-type. You are
expected to elaborate on your responses.
If you just describe all the four processes without examples – you get 10 points
If you describe and give examples of only 2 of the processes – you get 10 points
If you give examples of all the four processes without describing them – you get 10
points
2) Describe with examples any 4 of the characteristic features of service industry technology.
For every feature, please make separate paragraphs for description and example [4 (2.5+2.5)]
= 20 points
1) Intangible output
2) Production and consumption take place simultaneously
3) Labour and knowledge-intensive
4) Customer interaction generally high
5) Human element very important
6) Quality is perceived and difficult to measure
7) Rapid response time is usually necessary, &
8) Site of facility is extremely important
If you just describe all the four features without examples – you get 10 points
If you describe and give examples of only 2 of the features – you get 10 points
If you give examples of all the four features without describing them – you get 10 points
3) Describe any four requirements of change and innovation at an organizational level. 5x4 =
20 points
The 5 requirements for change and innovation are (textbook, p.434 – 436):
1) Ideas
2) Need
3) Decision to adopt
4) Implementation
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5) Resources
Section C
(50 points)
1) How does Meru gain competitive advantage in its service business? – 10 points
If you write 3 of the aspects with adequate explanation – you get 10 points
If you write 2 of the aspects with adequate explanation – you get 7 points
Or else, you get 4 points
2) Why has Meru invested so heavily in technology? What have been the positives and
negatives? – 15 points
If you describe all the 3 aspects – you get 5 points (full marks for this subsection)
If you describe any 2 aspect – you get 4 points
Or else, you get 2 points
If you describe any 3 aspects – you get 7 points (full marks for this subsection)
If you describe any 2 aspects – you get 5 points
Or else, you get 2 points
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c) Negative effects – 3 points
If you describe this aspect you get 3 points, or else you get no point
3) What are the operating challenges Meru faces and how does it propose to overcome them?
Do you see hurdles to growth arising from its operational decisions? – 15 points
i. No driver bids
ii. Lack of punctuality
iii. Driver cheats
If you describe any 2 aspects – you get 5 points (full marks for this subsection)
If you describe any 1 aspect – you get 3 points
Or else, you get 2 points
i. Old cabs
ii. Cab breaks down in an area where there is limited presence of other Meru cabs.
iii. One of the features within the cab, such as the meter, may not be working.
If you describe any 2 aspects – you get 5 points (full marks for this subsection)
If you describe any 1 aspect – you get 3 points
Or else, you get 2 points
If you describe any 2 aspects – you get 5 points (full marks for this subsection)
If you describe any 1 aspect – you get 3 points
Or else, you get 2 points
4) Discuss the elements of a good service design in the context of Meru Cabs. – 10 points
i. Is it user-friendly?
ii. Is it robust?
iii. Is it structured so that consistent performance by its people and systems is easily
maintained?”
iv. Does it provide effective links between the back office and the front office so that
nothing falls between the cracks?
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v. Does it manage the evidence of service quality in such a way that customers see the
value of the service provided?
vi. Is it cost-effective?
If you describe any 3 aspects – you get 10 points (full marks for this subsection)
If you describe any 2 aspect – you get 7 points
Or else, you get 4 points