M.B.A. (Part II) (Semester III) Examination, 2016
(Gr. HUMAN RESOURCE MANAGEMENT (Paper II)
(Paper XX) Training and Development
Day and Date Wednesday, 28-12-2016 Total Marks 70
Time 10.30 a.m. to 1.30 p.m.
Instructions Question No. 1 is compulsory.
Attempt any two questions from Q.No. Q.No. 3 and Q.No. 4.
Attempt any two questions from Q.No. Q.No. 6 and Q.No. 7.
Figures to the right indicate full marks.
1. Case Study. 14
Mr. Anupkumar likes supervising the Customer Service Unit. This unit is
responsible for updating customer accounts and files as well as for providing
information to customers and other employees. Typically, the Customer Service
Representatives he supervises answer questions about services offered,
provide information about the customer's account, and modify the files so that
they are up-to-date and correct. This unit was formed only recently, to handle the
increasing volume of direct customer calls more effectively by using the newly
installed on-line customer information system. Unfortunately, the planning for
the new unit was not done well. The on-line computer system was purchased
and installed before the actual operations people were brought in. As a result,
Anupkumar was given the responsibility for getting the unit up and running within
the week. He had to make some personnel selections and take care of a lot of
administrative details within a short period of time.
P.T.O.
Seat
No.
SLR-T 55
Anupkumar knows that good telephone etiquette is essential to the successful
accomplishment of his unit's mission, yet his reps use many different styles in
answering the phone and do not follow basic rules. For example, the reps
commonly neglect to put customers on hold while they search information. When
asking questions, they do not explain the reason for inquiry. They do not verify
information and at times, they may react defensively when they don't know the
answers. These are the major but not the only things they do wrong. Anupkumar
knows that they need training but realizes that he must do it himself while the
reps are on the jobs.
Analyze the case. 5
Identify the problem. 2
Suggest alternative solutions. 5
Best solution for the case. 2
2. Write short notes on (any two)
Cross cultural training.
Methods of management development.
Electronic Performance Support System (EPSS).
3. Write short notes on (any two)
Essential ingredients of management development.
Concept and process of organizational development.
Expatriate training stages.
4. Write short notes on (any two)
Videoconferencing as a tool in training.
Cost benefit analysis.
Career anchors.
5. Define training. Distinguish training and development. Explain various methods
of training. 14
6. Define career. Explain the need and process to career development. 14
7. Define training evaluation. Explain any two modules of training evaluation. 14