M.B.A. II (Semester IV) Examination, 2017
EXCELLENCE IN MANAGEMENT (Paper XXVII)
Day and Date Thursday, 18-5-2017 Total Marks 70
Time 10.30 a.m. to 1.30 p.m.
Instructions Q. No. 1 is compulsory.
Solve any two from Q. No. 2 to 4.
Solve any two from Q. No. 5 to 7.
1. Analyse the case.
Max is a successful financial officer at a New York-based company that recently
acquired a banking institution in two southern states. Max will take over the
recently acquired southern footprint as the new regional CEO.
The newly acquired banking institution has a long-standing reputation as a friendly
institution with traditional values and it prides itself on its exemplary customer
service. The current staff has prepared a comprehensive package outlining the
bank's vision and key customer success stories that demonstrate their
commitment to exemplary service and low customer and employee turnover.
It is Monday morning and Max has called a meeting at 8 a.m. Max arrives at
7 a.m. and is surprised to find only a couple of employees in the building. Max
begins the meeting at 8 a.m. Sharp and the auditorium seats are half-filled. Max
is perplexed at the turnout but begins the meeting. "Shareholder value is what
it's all about. We are the stewards of this organization and we have a responsibility
to the shareholders".
Silence echoes in Max's ears. He continues by stating, " I expect total dedication.
If you cannot commit to our new vision and strategies then this is not the right
place for you. Commitment starts by being on time". Max motioned to the staff
standing next to the auditorium doors to close the doors. "If you can't be here on
time, then you can't play in our sandbox".
Later that afternoon, Max met with the executive team and outlined the strategies,
goals, numbers and deadlines. A meeting was held with senior staff members
responsible for reporting progress. Market growth numbers were up and new
business numbers were increasing.
A quarter later Max had the quarterly report results. The region was on target.
However, turnover increased 25 percent. Involuntary turnover was up 10 percent.
Previous customer numbers were decreasing and customer complaints were
increasing. He reviewed the report with his staff. When he asked for input, his
request was greeted with silence He sensed an uneasy feeling in the room.
Analyse the case. 5
Identify problems. 2
Alternative solutions. 5
Best solution. 2
2. Write short notes on (any 2). 14
Talent reservoir.
Role of individual leaders in creating excellence.
5S.
3. Write short notes on (any 2). 14
Necessary skills to achieve excellence.
Emotional intelligence.
TPM.
4. Write short notes on (any 2). 14
Team leadership.
Business Process Reengineering.
Kaizen.
5. What is Corporate Social Responsibility Discuss practices adopted by any
four Indian companies. 14
6. What are the categories of e-commerce State the advantages and disadvantages
of e-commerce. 14
7. What is excellence Discuss the foundation of excellence. 14