ANALYSIS FINAL EXAM ADS 552- STRATEGIC MANAGEMENT PART A- Answer all question, base on text given PART

B- Answer any 3 Questions from 5 Questions QUESTION 1.

APR 2011 OCT 2010 Environmental analysis often guides strategists in strategic planning. Elaborate on any FOUR (4) reasons for poor or no strategic planning initiatives. Differentiate between the proponents of Industrial/Organizational (I/O) Theory and the Resource Based View (RBV) as an approach to achieve competitive advantage. The knowledge of strategic management is not limited to large business only. Explain how strategic management concepts fits smaller firms as they may only focus on a defined market niche. An organizations social policy should be integrated into all strategic management activities. Describe the importance of social policy in the development of strategic management process. Illustrate with TWO (2) examples. A firm must decide whether it wants to be a single-business firm or a diversified firm. Elaborate ways these firms can attain superior performance by identifying the FOUR (4) hierarchical levels of strategies.

APR 2010

OCT 2009

APR 2009

OCT 2008

Objectives are not commands, they are commitments( Peter Drucker)

a) Define long-term objectives and annual objectives. b) Elaborate on the role of both objectives in strategic management process.

QUESTION 2
APR 2011 a) b) OCT 2010 Discuss any TWO (2) reasons for establishing a mission statement as a declaration of a companys attitude and outlook. Explain any FOUR (4) characteristics of a mission statement.

The Strength-Weaknesses-Opportunities-Threats (SWOT) Matrix offers strategists a tool in performing internal and external factor analysis. Explain weaknesses of this strategic management tool.

APR 2010

Explain the relationship between the impacts on managing conflicts and any FOUR other components of the management issues which are central to strategyimplementation activities. Explain the steps involved in developing a Quantitative Strategic Planning Matrix( QPSM) and identify its TWO (2) positive features. Strategic management is essentially the management of the interface between the organization internal and external environment. Ignoring any one could result in difficulties for the organization in its attempt to develop a strategy. a) Describe any TWO(2) factors of both environments. b) Illustrate with example the impact of neglecting one of the key environments to the organization.

OCT 2009 APR 2009

OCT 2008 a) Explain the Competitive Profile Matrix (CPM). b) Develop a Competitive Profile Matrix (CPM) for an organization using any FIVE (5) factors. Justify the outcome and why you select the factors.

QUESTION 3
APR 2011 OCT 2010 APR 2010 OCT 2009 APR 2009 Economic factors represent opportunities and threats for organizations and have a direct impact on the potential attractiveness of various strategies. Discuss any FOUR (4) economic variables and its effects. Alfred Chandler claimed that a structure dictates how resources will be allocated. Explain any FOUR (4) structures and explain its strategic importance. The frequently debated issues among the strategies are whether the strategies should be visible or hidden from stakeholders. Critically evaluate both views. Discuss why globalization of industries is a common factor today. Porter proposes that strategies tend to be combined around generic strategies of cost, differentiation and focus/niche. However, some stategies argue that many firms can get stuck in the middle if they try to achieve a dual competitive advantage. Discuss the above statement. The strategic leaders such as the CEO of the company should not be changed frequently. Give your opinion whether you agree or disagree with this statement.

OCT 2008

QUESTION 4
APR 2011 Many organizations conduct research and development and believe that the initiative will lead to superior performance and as a source of competitive advantage. Priorities, cost, benefits, risks, and rewards associated with research and development activities are also discussed openly and shared. Elaborate on the above statement Corporate governance compliments the bottom line of business organization which is maximizing shareholder's wealth. Explain its FOUR (4) functions to support this objective. Explain any FIVE (5) cultural products, which affect strategic management process. Managing environmental affairs can no longer be simply a technical function performed by specialists in a firm. Select any FOUR (4) ecological challenges and discuss how firms should formulate and implement strategies from an environmental perspective. The organizations structure provides the framework through which intended strategies are implemented. Suggest any THREE (3) structural forms that can be adapted by an organization and justify the prospects for effective implementation. Elaborate how the successful strategiests use political tactics in making strategic decision.

OCT 2010

APR 2010 OCT 2009

APR 2009

OCT 2008

QUESTION 5
APR 2011 OCT 2010 Explain business-process outsourcing and provide any TWO (2) advantages and any TWO (2) disadvantages of outsourcing as a means of achieving strategies. Integration strategy is widely used by companies to expand their business operations. Explain any FOUR (4) guidelines to be followed in implementing effective backward integration strategy. Growth is one of the popular strategies pursued by organizations.Evaluates the approaches in which an organization can pursue growth to prevent retrenchment during difficult times. Market segmentation is an important variable in strategy implementation. As a Regional Manager decide on certain considerations to meet different regional preferences in Malaysia. Illustrate with TWO (2) examples.

APR 2010

OCT 2009

APR 2009

Increasing turbulence in markets and industries around the world means certain radical action such as defensive strategies has become explicit and vital part of the strategic management process. Do you agree or disagree with this action. AEON Credit Service (M) Bhd, which is specializing in small value financing, expects future growth to be buoyed by next year. Advice AEON Credit Business Plan unit manager on which strategies should be adopted and select the best.

OCT 2008

ANALYSIS FINAL EXAM ADM 570 SERVICE MANAGEMENT PART A- Answer all question, base on Case Study PART B- Answer any 3 Questions from 5 Questions QUESTION 1
APR 2011 OCT 2010 The service sector is now in the middle of rapid change. This transformation has contributed to the increasing competition among service businesses. Many factors underlie the ongoing transformation. Highlight on factors reflecting this transformation. In many supplementary services, the service organization may work in partnership with one or more intermediaries to deliver a complete service package to its customers. Analyze various challenges of maintaining consistency of service when activities are delegated to intermediaries. Time is important in service industries. Explain the importance of time and its implications in gaining competitive advantage by citing relevant examples. Customization and standardization of services are two opposing strategic service alternative. Illustrate how these approaches will benefit the wedding planning and airline services. In modern service organizations, management functions play a central and interrelated role in marketing, operations and human resources. Define services and discuss how operations and human resource functions contribute to meet the needs of service customer.

APR 2010

OCT 2009 APR 2009

OCT 2008

QUESTION 2
APR 2011 OCT 2010 Core products may differ widely and are always associated with supplementary services. There are dozens of supplementary services which can be classified into eight clusters. With reference to any fast food restaurant, demonstrate its facilitating and enhancing services. Customer satisfaction is the one of the means in achieving several key business goals and competitive advantage. With reference to any ticketing online service, evaluate the benefits of customer satisfaction and service quality. There re seven gaps in service quality. Describe the actions service marketers can adapt to close/minimize each of these gaps.

APR 2010

OCT 2009

APR 2009

Fluctuating demand for service is a common problem for a huge cross-section of service businesses serving both individual and corporate customers. With reference to chase demand strategies, discuss the mechanisms used by service businesses to solve the problem of fluctuating demand. Different service processes have different implications to customers. With the aid of examples, clarify the benefits of various service processes from the perspective of customer.

OCT 2008

QUESTION 3
APR 2011 OCT 2010 Many services view customers as partial employees who can influence the productivity and quality of service processes and output. With reference to any banking service, illustrate how the use of self service technologies have helped service providers in reducing the risks of managing the presence of customers in service factory. Customers expenditure on service comprise both financial and non-financial outlays. With reference to the case of purchasing dental service, analyze factors that affect customers in paying the service. The rapid growth of the Internet demonstrates how the introduction and commercialization of new technologies can result in dramatic product innovations and leads to significant changes in how businesses operate and how people live and work. Discuss the guidelines a service business can choose in adapting new technologies effectively by citing relevant examples. Service industries have historically taken a different approach to pricing than manufacturers. Explain the reasons that make service pricing different and difficult, citing relevant examples.

APR 2010

OCT 2009

APR 2009

OCT 2008

The growth of electronic channels creates a fundamental change in the nature of marketing.Customers are moving from face to face contact with suppliers in
fixed locations,operated during fixed hours to remote contact in cyberspace,anywhere,anytime. Distinguish market space from market place by citing relevant example.

QUESTION 4
APR 2011 OCT 2010 The growth of the service society has brought about an increase in service encounters and becoming increasingly important since competition between organizations has become tougher. Discuss the significance of understanding various types of service encounter by the service provider. A complaint log is a detailed record of all customer complaints received by a service provider. People who complain tend to be more knowledgeable about the products in question and the procedures for complaining. The factors that increase the likelihood of complaint include problem severity and importance of the product to the customer. In relation to this, discuss any FIVE (5) guidelines for effective complaint resolution. Discuss the role of e-service in minimizing the problems caused by inseparability that normally impact other types of traditional service organizations. Services are essentially difficult to communicate to the market because of its intangibility.Discuss how service managers seek to communicate with the market despite the intangibility of the services. With the aid of examples, evaluate types of risks that might affect customers judgements of the probality of a negative outcome when they purchase a service.

APR 2010

OCT 2009 APR 2009

OCT 2008

QUESTION 5
APR 2011 OCT 2010 APR 2010 OCT 2009 APR 2009 Differentiate between demand and capacity management strategies when businesses want to adjust their supply and demand to reach optimum results. The emergence of technology has had a big impact on the service activities.Discuss any FIVE (5) types of technology that have implications for the service sector. With the aid of examples, describe the THREE (3) methods of service delivery and illustrate its benefits to both service providers and customers. Service sector is in an almost constant state of change. Critically analyze the forces that drive its growth,shape its composition, and determine the basis for competition.

OCT 2008

Service encounter stage is the second stage in the service purchase process where the service delivery takes place. Discuss the elements that may involve during the service delivery.