Duration:
3 hours
Answer
4 questions
One
question must be attempted from each section
Section
A: Problem-solving and analysis
1. Creativity is much valued
in problem-solving exercises. Evaluate brainstorming as a technique to promote
creativity in problem-solving. (10 marks) In general, what guidelines would you
consider as effective to promote creative problem-solving in business settings.
You are required to justify your line of reasoning and provide examples for
illustration in your discussion. (15 marks)
(25 marks)
2. Metaphors allow us to
understand something by a name or description that is not literally applicable
to it. Evaluate in detail how the following 3 system metaphors can be employed
to diagnose problems in an organization that you are familiar with: (a)
machines (b) organisms and (c) brains. (Discussion of each metaphor: 6 marks;
total 18 marks). Discuss the benefits of using multiple system metaphors to
diagnose problems and to formulate solutions for an organization. (7 marks)
(25 marks)
Section
B: Designing effective systems
3. The notion of quality is a
key one in Total Quality Management. However, it is a complicated concept and
can be defined in various ways. Explain 4 of the following definitions of
quality: (a) Transcendent, (b) Product-based, (c) User-based, (d)
Manufacturing-based, and (e) Value-based. (Each answer: 4 marks; total 16
marks). What are the benefits and problems for an organization to consider all
these definitions of quality at the same time when evaluating quality problems
that exist in the organization (Answers on benefits: 4 marks; on problems 5
marks; total 9 marks)
(25 marks)
4. Discuss the following six
ingredients of process management: (a) ownership, (b) planning, (c) control,
(d) measurement, (e) improvement, and (f) optimization. (Each point 2 marks;
total 12 marks).
Discuss how the following process improvement tools can
be employed to improve business processes. (a) cause-and-effect analysis and
(b) control charts. You are required to provide diagrams for illustration in
your answers. (Answer for each tool: 5 marks; total 10 marks)
Provide some examples of measures of business performance
on social impact as a measure dimension. (3 marks)
(25 marks)
Section C: Performance
improvement and monitoring
5. The balanced scorecard is a
very popular performance management tool. Explain the 4 key perspectives of
this technique (16 marks) and how it is used (5 marks). Discuss one major
difficulty of using this technique in an organization (4 marks)
(25 marks)
6. Explain the notion of the
re-engineering spectrum, as well as the various approaches identified in the
spectrum, using real-life examples for illustration. (Each approach (5
approaches): 3 marks; answer on the spectrum per se: 3 marks; total 18 marks).
Discuss the role of Information Technology in Business Process Re-engineering.
(7 marks)
(25 marks)
Section
D: Systems approaches and models
7. The notion of complexity is
fundamental in systems thinking. Explain the attributes of complexity in terms
of (a) systems (i.e. number of parts and number of relations) and (b) people
(i.e. interests, capabilities and perceptions). You are required to provide
real-life examples for illustration. (Answer on each category: 6 marks; total
12 marks)
Briefly explain the differences between these terms in
systems thinking: (a) holist vs reductionist, (b) systemic vs systematic. (Each
answer 4 marks; total 8 marks)
Briefly explain the main steps involved in hard
systems-based problem-solving approach (5 marks)
(25 marks)
8. Discuss the main
differences between machine age thinking and the systems age thinking of R.L
Ackoff. (8 marks). Which mode of thinking do you think is more effective in
dealing with problems that can arise when an organization is conducting a major
organizational restructuring project. You are required to provide clear
justification of your viewpoints. (5 marks)
Explain the following operating principles underlying the
interactive planning approach of R.L. Ackoff: (a) the participative principle,
(b) the principle of continuity, and (c) the holistic principle. (Answer on
each principle: 4 marks; total 12 marks)
(25 marks)
- End -
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