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SRINIVASAN ENGINEERING COLLEGE

PERAMBALUR-621 212

Department of Management Studies

BA 9207 - Legal Aspects of Business

Question Bank

Unit - I

Mercantile and commercial Law

1) What is Law?

2) Write short note on business law?

3) What do you understand by mercantile law?4) Define commercial law?

5) What is meant by valid contract?

6) What are void Agreements?

7) Define contract?

8) List out the formation of a contract?

9) State the meaning of performance of contracts?

10) What do you understand by Breach of contract?

11) What are the remedies for breach of contract?

12) Discuss about Quasi contracts?

13) What is contract of sale?

14) Discuss about transfer of title?

15) What are the condition and warranty in sales contract?

.16) Define performance of sales contracts?

17) Who is an unpaid seller?

18) What is a Negotiable Instrument?

19) Define Negotiation?

20) Write any five liabilities of the parties to a Negotiable Instrument?

21) Who is a holder in due course?

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22) What are the obligations of a Banker to a customer?

23) Define agency?

24) What are the different kinds of agents?

25) State the Agents authority and liability of principal?26) How will terminate the Agency?

Unit II

Company Law

1. Define a company?

2. Classify the companies on the basis of liability?

3. State any four differences between a public company and a private company

4. List out the formation of a company

5. Describe the meaning of memorandum of Association:

6. What are articles of Association?

7. Give any two differences between memorandum and Articles

8. What is the Prospectus?

9. What is meant by director?

10. State the provisions of the companies Act regarding the mode of appointment of

directors of a company?

11. State the modes of Removal of Directors

12. What are the provisions regarding powers of director?

13. List out the provisions regarding liabilities of directors?

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14. Define Winding up of a company

15. What are the modes of winding up?

16. Who can present petition for winding up?

17. What is voluntary winding up?

18. State the types of voluntary winding up?

19. What are the consequences of winding up?

20. What is a defunct company?

21. Define corporate governance?

22. List out the principals of corporate Governance?

23. State the essentials of corporate governance?

24. Give any four benefits of good governance?

25. What are the selected best practices of corporate governance from Indian Corporate?

Unit III

Industrial Law

1) What is a factory?

2) Give any three obje3ctives of factories Act?

3) Define the term worker used in factories Act?.

4) Write short note on the word Occupier as defined under factories act.

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5) What are the provisions of the factories act, 1948, Relating to Health of workers?

6) List out the provisions of the factories act regarding the employment of Young

persons.

7) State the provisions of the factories act regarding the employment of women.

8) Define Wages as per the payment of wages act?

9). State any four objectives of payment of wages Act.

10). What are the medium of payment of wages?

11) What are the payments to the employees which are not considered a wages?

12). List out the time of payment of wages

13). State any four permissible or authorized deductions under the payment of wages act.

14). What are the limit on deductions?

15) Describe the meaning of the word Bonus

16). State the objectives of the Bonus Act.

17). what is minimum Bonus?

18) Define an Employee in the Bonus Act?

19) State the Bonus formula given in the payment of Bonus Act, 1965.

20). Define the concept of minimum wages.

21) State the methods for fixing and revising minimum wages (section 5)

22) Define Industry in industrial disputes Act?

23) What is an Industrial Dispute?

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24) What are the modes of settlement of disputes under the Industrial dispute Act?

25). What is lock out?

Unit III

Industrial Law

1) What is a factory?

2) Give any three obje3ctives of factories Act?

3) Define the term worker used in factories Act?.

4) Write short note on the word Occupier as defined under factories act.

5) What are the provisions of the factories act, 1948, Relating to Health of workers?

6) List out the provisions of the factories act regarding the employment of Young

persons.

7) State the provisions of the factories act regarding the employment of women.

8) Define Wages as per the payment of wages act?

9). State any four objectives of payment of wages Act.

10). What are the medium of payment of wages?

11) What are the payments to the employees which are not considered a wages?

12). List out the time of payment of wages

13). State any four permissible or authorized deductions under the payment of wages act.

14). What are the limit on deductions?

15) Describe the meaning of the word Bonus

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16). State the objectives of the Bonus Act.

17). What is minimum Bonus?

18) Define an Employee in the Bonus Act?

19) State the Bonus formula given in the payment of Bonus Act, 1965.

20). Define the concept of minimum wages.

21) State the methods for fixing and revising minimum wages (section 5)

22) Define Industry in industrial disputes Act?

23) What is an Industrial Dispute?

24) What are the modes of settlement of disputes under the Industrial dispute Act?

25). What is lock out?

UNIT - IV

Income Tax Act and VAT

1. What is Tax planning?

2. Define Tax Evasion?

3. What are the need for corporate Tax planning

4. What is Income Tax?

5. What do you mean direct Tax?

6. Write short note on Indirect Tax

7. State the objectives of Tax planning

8. Give any two differences between Tax Evasion and Tax planning

9. What is meant by Tax Management?

10. What are the elements of Tax Management

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11. State any two differences between Tax management and Tax planning

12. List out the authorities under the IT act?

13. What are the procedures of filling appeal?

14. State the types of direct taxes15. list out the types of Indirect Taxes

16. What do you understand by value added tax

17. Define Input Tax?

18. What is the VAT Rate structure?

19. Define output Tax

20. State any five features of VAT

21. Write any five shortcoming of VAT?

22. List out any differences between sales Tax and VAT?

UNIT V

Consumer Protection Act and Introduction of Cyber laws.

1. Define Consumer protection Act?

2. Sate any two objectives of consumer protection Act?

3. What are the various rights of consumers recognised under the consumer

protections Act?

4. Who is consumer?

5. Define Unfair trade practice?

6. What is meant by restrictive trade practice?

7. Define Consumer Dispute

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8. What are the rights of consumers to be protected by central council?

9. Discuss about consumer disputes redressel agencies.

10. State the powers of the consumer forums?

11. Define Cyber Laws

12. Define information Technology (IT)

13. What is Information Technology Act 2000?

14. Give any two objective of IT Act 2000.

15. Define the term Electronic Commerce

16. What is meant by Electronic Governance?

17. What is Digital Signature?

18. Define Electronic record?

19. What do you understand by electronic form?

20. State any five provisions of electronic governance?

21. What are the regulations under IT Act

22. What do you understand by Consumer protection councils?

23. Write short note on Copy rights.

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BA9204 - ORGANISATIONAL BEHAVIOUR

QUESTION BANK

UNIT I

2 MARKS

1) Define OB

2) What are the disciplines contributing for OB?

3) What are the Characteristics of the term manager?

4) What is organization?

5) What is Anthropology?

6) What is the importance & scope of OB?

7) What are interpersonal roles?

8) Differentiate effective Vs successful manager.

9) What is The Autocratic Model of OB?

10) What are the challenges to OB?

16 MARKS

1) Explain the models of OB.

2) Explain the disciplines contributing for OB.

3) Explain the Challenges to OB.

4) What is the scope & importance of OB?

UNIT II

2MARKS

1) Define personality.

2) What are the determinants of personality?

3) What is trait theory of personality?

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4) Define Attitude

5) What are the ABC components of attitude?

6) What is job satisfaction?

7) What is Organizational commitment?

8) What are the determinants of job satisfaction?

9) What is Locus of Control?

10) Differentiate between type A & B personality

11) Differentiate between judging & perceptive personality

12) define EI

13) What is emotional labor?

14) Define motivation

15) Explain the Maslow theory in short?

16) What is reinforcement theory?

17) What is Goal Setting Theory?

16 MARKS

1) Explain Personality & its theories

2) Explain Attitude & its components

3) Explain motivational theories

4) Explain EI & emotional labor

5) Explain the types of Attitude & personality

UNIT III

2 MARKS

1) What is group dynamics?

2) Differentiate between a group & a Team.

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3) Differentiate formal & Informal groups

4) What are the stages of group development?

5) define work team

6) What is group structure?

7) What re the Characteristics of Effective Work Teams?

8) What are the Characteristics of ideal org. structure?

9) What is Division of labor?

10) What is Departmentalization?

11) What are the Function of communication?

12) What are the Directions of Communication?

13) What is Organizational communication?

14) Define control?

15) What are the control processes?

16 MARKS

1) Explain the group decision making process in detail

2) Explain about the team development

3) Explain about the group structure

4) Explain the organizational communication in detail

5) explain the control process in detail

UNIT IV

2 MARKS

1) Define leadership

2) differentiate leader Vs Manager

3) What are the leadership skills?

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4) Explain the behavioral theory in short?

5) Explain the Path- Goal Theory.

6) What is managerial GRID?

7) Differentiate between transactional leader & transformational leader.

8) What is Laissez-faire?

9) define power & politics

10) What is legitimate power?

11) What are the sources of power?

16 MARKS

1) Explain the leadership theories in detail

2) explain the power & politics in detail

3) Explain the behavioral theories of leadership in detail

4) Explain the managerial GRID in detail

UNIT V

2 MARKS

1) Define organizational Culture & climate

2) differentiate strong Vs weak culture

3) differentiate organizational culture Vs national culture

4) What is socialization process?

5) How do employees learn culture?

6) Explain rituals?

7) What are the determinants of job satisfaction?

8) Define stress

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9) Define stress management

10) what are the causes of stress?

11) What are the ways to manage stress?

12) What is organizational change & causes of change?

13) differentiate reactive & proactive changes

14) What is resistance to change?

15) How to overcome resistance to change?

16) What are LEWINS three steps Model?

17) Define OD

18) What are the Techniques of OD?

19) define Organizational Effectiveness

20) What are the Approaches to Measure Effectiveness?

16 MARKS

1) Explain Organizational Culture & change in detail

2) Explain Stress management in detail

3) Explain OD & its techniques

4) Explain organizational change & causes of change & resistance to change.

5) Explain Organizational Effectiveness in detail.

6) Explain the determinants of Job satisfaction in detail.

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BA9205-COMMUNICATION SKILLS

UNIT 1

1) Define Communication.

Communication is the process of transferring of information from oneperson to another.It is commonly defined as the imparting or interchange of thoughts,

opinions or information by speech, writing or signs.

2) Process of communication

3) What are the objectives of communication ?

To give and receive information

To issue orders and instructions

To impart education and training

To improve morale

To motivate people

4) Importance of communication in Business

Growth in size of the business

Growth of trade unions

Human relations

Public relations

Technological advancement

Motivation & Morale

Corporate image

5) List few characteristics of communication

Communication is essentially a two way process. It involves a sender and a

receiver.

Communication is essential in all types of organisation and at all levels of

management.

SENDE DECODERCHANNELENCODER RECEIVER

FEEDBACK

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Communication is a dynamic process.

Organisational communication consists of flow of messages through several

networks.

Communication is an interdisciplinary science.6) 7 Cs of communication

Courtesy/Consideration

Clarity

Correctness

Concreteness

Credibility

Completeness and Consistency

Conciseness

7) What are the means of communication ?

1. Verbal communicationi) Oralii) Written

2. Non-verbal communicationi) Sign languageii) Body language

8) Types of communication

Downward communication

Upward communication

Horizontal communication

Grape communication9) What are the elements of communication ?

i) Senderii) Messageiii) Channeliv) Receiverv) Feedback

10) Need for communication in management

To increase employees job performance and effectiveness by updating their

knowledge To effect changes smoothly

To empower employees with information on development and activities

To inform and convince employees about decisions and the reasons behindthose decisions

11) Define perception

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It is defined as the process by which individuals organise and interpret their sensory impressions

inorder to give meaning to their environment.

It is the process of making sense out of events.

12) Barriers in communication

Noise

Lack of planning

Semantic problems

Cultural barriers

Socio-psychological barriers

Time and distance

Poor listening

Information overload etc..

13) What is Personal Communication ? Does it affect the attitude of Individuals ?

It is the exchange of information and feelings in which human beings engagewhenever they are placed together.

Yes, it affects the attitude of individuals. Denial of personal communication could lead to

emotional upset and excessive interpersonal communication may interfere the work done.

14) What is Dyadic communication ?

When communication takes place between two persons, then it is said to be dyad

communication.

Only two persons are involved in sharing and exchange of information

In short it is a 1:1 interaction.

15) What are the types of Grapevine chain communication ?

Single strand chain

Gossip chain

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Probability chain

Cluster chain

16) What is abstracting ?

In a communication, where the process involves focusing on some details and omitting others is

called Abstracting.

17) What is meant by Denotations and Connatations ?

Denotations is usually the dictionary definition of a word. It informs the receiver naming objects,

people or events. Eg: Student

Connotations is an implication of a word or a suggestion separate from the

usual definition. Eg: Students as bookworm, scholar.

18) What are the components of system approach ?

Input

Process Output

Control

Feedback

19) How to overcome communication barriers ?

Effective listening

Create synergistic environment

Convey emotional contents of the message Use appropriate language and channel

Ensure two way communication

Make best use of body language

20) Explain SWOT Analysis.

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SWOT Analysis is a simple framework for generating strategic alternatives from a situation

analysis.

It is a strategic planning method used to evaluate the Strength, Weakness, Oppurtunities, andThreats involved in Business venture.

21) What are the limitations of SWOT analysis ?

It does not provide any guidance as to how individuals can identify the 4 elementsfor themselves.

It consists of one and two way phrases to identify those elements and includes no

details.

It does not prioritize issues. It can generate too many ideas but not help us to choose which one is best

22) Explain Transactional Analysis

It is a system of psychotherapy that analyzes personal relationships and interactions interms ofconflicting or complementary ego states that correspond to the roles of parent, child and adult.

It is a method of understanding peoples behaviour by analyzing the transactions or interactions

which transpire people.

23) What is Johari Window ?

It is a communication model that facilitates the analysis of how someone gives and receives

information and also the dynamics of interpersonal communication.

It is normally represented in the form of a grid divided into four sections each of which

represented by a type of communication exchange namely, openself, hiddenself, blindself andunknown self.

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Known to self Not know toself

Known to others Open Blind

Not known toothers

Hidden Unknown

24) What is the role of feedback in business communication ?

Feedback is a mechanism, process or signal that is looped back to control asystem within itself.

Feedback describes the situation when output from an event or phenomenon in the

past will influence the same event/phenomenon in the present or future.

Feedback combines immediately with the immediate input signal to drive theresponsive power gain element without changing the basic reponsiveness of the

system to future signals.

UNIT 2

1) Define Non-verbal communication

It is the process of communication through sending and receiving wordless messages.

Non-verbal communication can be communicated through gestures and touch, by body language

or posture, by facial expression and eye contact.

2) Functions of non-verbal communication

Express emotions

Express interpersonal attributes

To accompany speech in managing the cues of interaction between speakers &

listeners

Self-presentation of ones personality

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3) Importance of nonverbal communication

Nonverbal communication is one of the key components when it comes to

conveying confidence and selfassurance to other people when meeting.

The team members are able to project their attitudes and feelings through

nonverbal communication. Nonverbal communication can be communicated through object communication

such as clothing, hairstles, symbols, infographics etc..

NVC is hugely important in any interaction with others; its important is multiplied

across cultures.

4) What is sign language ?

It is the process in which people exchange messages through mutually understood signs/symbols.

These signs may be audio or visual signs

5) What are the advantages of visual signals ?

Visual signals like pictures, posters etc used on verbal communication convey themessage very easily.

Colourful paintings, photographs etc make communication interesting and

motivate the viewer.

They have an educational value, especially useful for illiterate workers.

Posters are an effective way of advertising.

6) What are the advantages of sound signals ?

Sound signals are very quick in conveying the intended message. Eg: hooting of

siren at once make the workers very active.

Sound signals are very useful in time management

Buzzers and other such devices streamline the working of the organisation.

7) What are the limitations of sign language ?

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Sign language whether visual signs or audio signals can communicate only elementary

and simple ideas.

Sign language can be effective in combination with verbal communication. It cannot be asubstitute for verbal communication.

Sign language is quite likely to be misunderstood.

It is not easy to draw effective pictures, posters, cartoons etc. it requires great skill on thapart of the artist.

8) What is facial expression ? Give some examples for facial expressions.

It is a form of nonverbal communication that results from one or motions or positions of the

muscles of the face. They are the primary means of conveying social information amonghumans.

Examples: Anger, happy, sad, confusion, surprise,disgust, frustration

9) What is meant by Gesture ?

A Gesture is a form of nonverbal communicationin which visibly body actions communicateparticular messages, either in place of speech or in parallel with spoken words.

It includes movement of hands, face or other parts of the body.

10) How do postures and gestures aid nonverbal communication ?

Postures can be used to determine a participants degree of attention or involvement , the

difference in status between communicators, and the level of fondness a person has for thecommunicator.

Gestures are a non-vocal bodily movement intended to express meaning. They may be

articulated with hands, arms or body and also include movements of the head, face and eyes

such as winking, nodding or rolling ones eyes.

11) What is intonation ?

It is the way that the senders pitch of voice rise and falls when speaking.

Intonation indicates the end of an entity of information which in written communication is shown

by comma, semicolon, point, exclamation or question mark.

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12) How do beleifs and customs , influences communication ?

Belief is a psychological state in which an individual holds a proposition or

premise to be true.

Without the awareness that others hold beleifs and values contrary to our own, we

tend to falsely believe that the way we interpret an event is correct and thateveryone else also sees the world as we do.

The raising of this awareness within ourselves is a key component and

first step towards enhancing our own interpersonal communication skills.

13) Mention the role of personal appearance

It is the visual aspect of somebody, especially with regard to personal cleanliness and neatness of

clothing.

It is defined by the way we groom and dress ourselves and is generally instrumental in otherpeople forming opinion about us.

14) What is world view ?

World view is the fundamental cognitive orientation of an individual or society encompassing

natural philosophy, fundamental existential and normative postulates or themes, values, emotions

or ethics.

It refers to the framework of ideas and beliefs through which an individual interprets the worldand interacts with it.

15) What is Proxemics ?

It is the study of how we communicate with the space around us. It is also called Space

language.

The distance of proximity can be stated as

1. Intimate Physical contact upto 18 inches

2. Personal 18 inches to 4 feet

3. Social 4 to 12 feet

4. Public 12 feet to as far as we can see or hear

16) What is paralanguage ?

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The voice quality and the extra sounds we make while speaking which are part of nonverbal

communication is called Paralanguage.

Paralanguage includes voice volume, rate, articulation, pitch, speaking speed and non;fluencies.

17) What are the advantages and limitations of Paralanguage ?

Advantages:

Para language is closely allied to oral communication. No oral communication is

complete without it.

On the basis of a persons paralanguage or way of speaking we can findout hiseducation background.

Disadvantages:

We cannot totally rely on para language. It is like language but not a language.

The voice quality, speed, pitch etc may sometimes unnecessarily prejudice the

receiver of the message.

18) Explain Non-fluencies.

Utterances like oh, uh, um, you know, well, ok etc are known as Non-fluencies.

They give the speaker, breathing time and the audience, time to think over what he has said.

Carefully and judiciously used, these utterances add to the fluency of the speaker. Too frequentnon-fluencies irritate the listener.

19) How are facial expressions important for effective communication ?

Facial expressions are an important channel of non verbal communication.

The role of facial expression in person-to-person interaction remains substantial. A facial expression shows the actual view of the speakers mind as well as the

listeners mind.

The face is a specialized communication area, conveying different emotions andsentiments.

It has been found that much facial expression of emotions in human being is

cuturally universal and largely independent of learning.

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Facial expression play an important role in any study of inter-culturalcommunication.

20) What are the ways to make inercultural communication effective ?

1) Maintaining similarity

2) Emphasize description3) Empathy

4) Working hypothesis

5) Be patient6) Establish rules

7) Ask questions

8) Respect

9) Time

10) Always check11) Be positive

12) Self-reflect

UNIT 3

1) Define Oral communication.

Oral communication, while primarily referring to spoken verbal communication, can

also employ visual aids and non-verbal elements to support the conveyance of

meaning. Oral communication includes speeches, presentations, discussions, andaspects of interpersonal communication. As a type of face-to-face communication,

body language and choice tonality play a significant role, and may have a greater

impact upon the listener than informational content. This type of communication alsogarners immediate feedback.

2) Advantages of oral communication

It provides immediate feedback.

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It is economical and time saving.

In oral communication, the speaker has the advantage of understanding the

group he is addressing.

By bringing people (superior and subordinates) together, oral communication

builds up a healthy climate in the organisation

3) Limitations of oral communication

Oral message cannot always be retained in the listeners memory.

In the absence of record, oral message do not have legal validity.

If the speaker has not carefully organised his thoughts, oral communicationmay lead to misunderstanding.

4) Mention the importance of Listening

Listening is the most frequent activity of the human being as well as animportant event in the communication process.

Proper listening assures the speaker that the listener is sincere and can be

trusted.

Listening plays an important role in enhancing the learning of different level

people.

Listening plays a vital role in the career success, whether as a general

manager, sales person, personnel manager etc

5) What are the types of Listening ?

1. Pretending listening2. Selective listening

3. Attentive listening

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4. Emphatic listening

5. Listening for mutual creativity

6. Intuitive listening

6) Explain emphatic listening

It is listening intendly and intensively to understand the person fully, deeply, both

emotionally as well as intellectually.

It involves listening not only through ears but also through eyes and hearts.

7) What is intuitive listening ?

It means listening through intuitive mind by silencing the other internal dialogues

going simultaneously.

Intuitive listener requires to keep the listeners mind devoid and detached from hismental dialogueto have the full impact on the conversation.

8) What are the barriers to effective listening ?

1. Hearing problems2. Rapid thoughts

3. Overload of message

4. Egotism

5. Perception

6. Faulty assumptions7. Cultural differences

8. Lack of training

9) How to make Listening effective ?

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Stop talking as u cannot listen while talking

Free your mind from presumptions and preconceived ideas by being aware ofthem

Avoid external distraction if any such as TV, radio, noise in the nearby placeetc.

Demonsrate your interest in the talkers speech through facial expressions or

active questioning relate to the topic.

Be patient and allow the talker sufficient time to clarify his point. Do notinterrupt him.

Be careful that your listening is not partial and selective but total and deep.

10) List the characteristics of effective speech.

i) Voice of qualityii) Rate of speaking

iii) Clear articulation

iv) Eye contact

v) Use of expressions, gestures and posturevi) Voice modulation

vii)Tone

viii) Pitchix) Pauses

x) Clarity of voice

xi) Pronunciation and accent

11) Mention the different types of audience

Initial audience

Gatekeeper audience

Primary audience

Secondary audience

Watchdog audience

12) Give the concept of Group Discussion

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A qualitative method to obtain in-depth information on concepts and perceptions

about a certain topic through spontaneous group discussion of approximately 6-12persons, guided by a facilitator.

A group discussion is a discussion among participants about a particular topic. GD

allows us to exchange information and ideas and gives the experience of working in a

team.

13) Mention some of the peronality traits in GD.(Advantages)

Ability to work in a team

Communication skills

Reasoning ability

Leadership skills

Flexibility

Creativity

14) How is GD differ from Debate ?

GD: basic exploration of thoughts and ideas about a particular topic.

Debate: always polarized for either for or against the topic and u defend the point of

view.

GD: expression of facts with no winning and loosing

Debate: intense emotional upsurge and holds a spirit of competition

15) What are the types of GD ?

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1. Topic based GD:

The group discusses a topic that is typically in the form of a statement.by the end

of the discussion, the group should strive to arrive at a consensus on the issue thatis covered by the topic.

2. Case based GD:

A short description of a situation is given to the participants. The participants

have to study the case, analysethe problem and then discuss their views about

the possible solution to the problem with the other members of the group.

16) List some of the DOs and DONTs in GD

DOs in GD:

Speak pleasantly and politely to the group

Respect the contribution of every speaker

Keep in mind that the discussion is not an argument

Be aware of the body language when speaking

Agree with and acknowledge what you find is interesting

DONTs in GD:

Dont lose your temper. Remember again the discussion is not an argument

Dont use too many gesture

Dont dominate the discussion

Dont draw too much on personal experience

17) What is Brainstorming technique ?

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It is a creative exercise wherein a group of participants are brought together to

explore a common issue and look for possible solutions.

In a brainstorming exercise, each participant is allowed to be creative and noparticipant is allowed to criticize anothers contributions.

18) List the features of debate.

Purpose

Planning

Paricipation

Communication

Informative

Persuasive

Dynamic

19) Types of Debate

Parlimentary

Cross examination

Academic

Public

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Policy

20) What is conference ?

Conference is derived from confer which means to consult together, confer todiscuss and compare opinions by bringing them together.

The conference is essentially a gathering or coming together of people of a particular

area of interest to exchange information.

21) What are the types of interview ?

1. Structured interview it is the formal way of conducting an interview

2. Unsructured interview it is through reference or recommendations

3. Depth interview to check the knowledge depth of the candidates4. Stress interview to check the emotional balance of a candidate. It is conducted

for candidates who occupy the managerial position

22) Process of interview.

1. Preparation for interview2. Physical setting

3. Conducting interview

4. Closing interview5. Final evaluation

23) What are the hierarchy of needs according to Maslow ?

1. Physiological needs

2. Safety and security needs

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3. Social needs

4. Self-esteem

5. Self-Actualization

24) What are the kinds of Presentations?

1. Monologue presentations

2. Guided presentations3. Sales presentations

25) Factors affecting Presentation

Audience analysis

Communication environment

Personal appearance

Opening and closing of presentation

Language and words

Body language Answering questions

26) What are flipcharts ?

It consists of a large pad of papers, revealing various visual presentations attached to

an easel. These charts are easy and economical to use and are portable. But it is

difficult to prepare and once presented it becomes fragile and shabby.

27) List some visual aids.

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Overhead projectors

35mm slider

LCD projectors

Video tapes

Whiteboards

Flipcharts

28) Explain Paralinguistic features.

These are also called phonology or suprasegmental aspect of a language. The term

is applied to the various tones of voice which can be used by speakers to affect themeaning of utterances.

It helps in influencing the audience and making the presentation interesting.

It also helps in breaking the monotony of the speech in non-interactive presentations.

29) What are the types of interview ?

i) Employment interviews

ii) Orientation interview

iii) Counselling interview

iv) Performance appraisal interview

v) Grievance interviewsvi) Correctional interviews

vii) Exit interviewsviii) Information gathering interviews

30) What is the an orientation interview ?

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The purpose of orientation interview is to acquaint with his job and with the organisation. It also

establishes a positive relationship between the employer and the employee. Here the employergive training to the employee about his job, organisational policies, rules and regulations and

also the initial specific tasks he has to perform.

31) What is purpose of an Appraisal interview ?

To let the employees know where they stand

To strengthen the superior-subordinate working relationship by developing a

mutual agreement of goals

To provide an oppurtunity for employees to express themselves on performace-related issues.

To help employees do a better job by clarifying what is expected of them To plan oppurtunities for development and growth

32) What is nominal group technique ?

Nominal group technique is just what the name suggests. People do meet as a group, but their

interpersonal communication is restricted.

Steps in nominal group technique:

i) Each member writes his ideas independently on the problem/issue concerned.ii) All the ideas are collected and recorded.

iii) The group then discusses the ideas.

iv) Every member ranks the ideas individually.v) The idea with the maximum marks is the final decision.

33) Explain Delphi technique.

This technique was evolved to allow members of a group to arrive at a decision without havingto actually meet.

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It is implemented through questionnaires sent to its members. The questionnaires is then evolved

to solicit answers that will help arrive at a decision. The responses are collected and compiled.

After going through the results, final decision is made when a consensus is reached

34) Advantages of delphi technique

Members need not get together at one place

It saves space and time for the arrangements

It also ensures that there is no colouring of opinions due to dominance by some

members.

Each member can express his opinion freely withiut the fear of being ridiculed orcriticized.

35) Fluency development strategies

Fluency can be defined as ease in speaking and expressing ideas and messages in oral

communication with right accent and diction.

The following fluency strategies have been effective

1. Repeated readings

2. Paired reading

3. Learning the phonetics ehich forms the base4. Read a lot of literature

5. Practice tongue twisters

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UNIT 4

1) What are the classification of business letters ?

i) Enquiries and replies

ii) Quotation, estimates and tender noticesiii) Orders and letters informing of their fulfillment

iv) Circular lettersv) Letters requesting payments

vi) Sales letters

vii) Complaints(claims) and replies(adjustments)viii) Goodwill letters greetings, thanks, congratulations etc

ix) Credit and status enquiries

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2) Importance/advantages of Business letters

Drafting at convenience

Reaches far and wide

A record for purpose of law

A record for reference

Solidifies a business brand

Helps to expand business

Saves money in communication

Convenient for giving unpleasant news

3) Essentials of a good business letter

There are 8 Cs of good business letter writing:

1) Correctness2) Completeness

3) Clarity

4) Conciseness

5) Courtesy6) Consideration

7) Convincing power

4) What are the parts in a business letter ?

1. Heading/letterhead

2. Date3. Reference number

4. Inside address(receivers address)5. Attention line

6. Salutation

7. Subjecline8. Body of the letter

9. Complimentary or formal close

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10. Signature block

11. Enclosures

12. Copy notation13. Identification marks

14. Postscript

5) What is the purpose of enquiry letters ?

It is a letter from a prospective buyer to a seller. A letter of enquiry is written

to ask about good or services that you may require.

In this, the purpose is statedand the price list, quotation, sample etc are asked.

6) What is quotation ?

A quotation is an offer to sell goods at a given price and upon the stated

conditions. It enables the prospective buyer to know where the seller stands in

the deal.

7) What is a Memo ?

Business memos are apiece of interforce correspondence sent between

employees in a company or between company subsidiaries to transmit ideas,

decisions, requests or announcements.

They are more private and more formal.

8) Distinguish between memo and circular

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Circulars present technical or nontechnical information of popular

interest in a format designed for distribution to the public.

Memorandum is a note usually for internal use within a department ora company.

A Circular is a document intended to be copied and given to a groupand can have other purposes such as advertising.

A Memo is only to inform or remind.

9) What is the purpose of E-mail in Business communication ?

It is one of the main methods of marketing and advertising.

It saves time and money

It is used for important business transactions

10) Explain minutes of a meeting.

The minutes of a meetingare the record of the discussions/decisions therein.

Minutes are final when they are approved by the members of the group towhich they relate, generally in the next meeting and signed by the chair

person.

11) Why it is important to prepare the minutes in meeting ?

Confirm any decisions made

Record any agreed actions to be taken

Record who has been allocated any tasks or responsibilities

Prompt action from any relevant attendees

Provide details of the meeting to anyone unable to attend

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Serve as a record of the meetings procedure and outcome

12) List the elements to be present in the minutes of a meeting.

The name of the organisation/unit

Day, date, time and place

Number in order (eg: 33rd meeting of)

Names of chairpersons and secretary

Names of members present

Names of the absent

Attendees by special invitation (eg: auditor, caterer etc..)

Record of the transactions

Signature of secretary and chairman after approval

13) What are the tips for conducting a successful meeting ?

Have a clear objective

Make sure the approriate people attend

Choose an appropriate venue Agree a time frame for the meeting and stick to it

An effective chairperson is essential

Regular meetings should be evaluated

14) Explain minutes of resolution

Minutes of resolution also known as protocols are the instant record of ameeting

It gives an overview of the structure of the meeting, starting with a list of

those present, a statement of the various issues etc..

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15) What is an Agenda ?

It comes from a latin word agendum which means a thing to be done. It is

an ordered sequence of events to be discussed in a formal meeting otherwise itis the list of items to be considered at a meeting.

It is usually send prior to the meeting to those invited to attend.

16) What are the purpose of meeting ?

To reach a common decision/agreement

To solve a problem

To give and get feedback on new ideas

To give training

To plan and prepare for action

To resolve differences and misunderstandings

To review past performance and evaluate it

17) What are the types of meeting ?

i) Informative where the purpose is to give information to the

participants about a new scheme, product etcii) Consultative in which the members are consulted to solve a problem

iii) Executive - in which decisions are taken by those empowers to do so.

18) Good business correspondence promotes a companys public relations. Justify

Business letters which are well drafted not only communicate clearly but alsoserves as messengers of goodwill and contribute to positive image-building of

the organisation.

Good business letters reflect the image of an organisation.

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19) What is a tender notice ?

A tender notice is a published advertisement, generally issued by companies

or government departments, inviting the vendors or service providers to make

their offers for supply of goods or services.

20) What are the information to be given in a tender notice ?

a) Date and time of issue of tender documents

b) Date and time of receipt of the tenders

c) Date and time of opening of the tendersd) Cost of tender documents

e) Earnest money required to be deposited

f) Eligibility criteria of the tenderer

21) What is a sales letter ?

A sales letter is a type of personalised advertising right into the customers

house. Unlike general media such as newspapers and public posters, it is sent

to some selected prospective customers whose list is prepared on the bais of

their high potential as customers.

The purpose of sales letter is to make the reader feel the need for an item and

make him buy it.

22) What is the purpose of collection letters ?

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Collection letters are written inorder to recover/collect the dues from a

customer for the goods or services given on credit. If the customer has notpaid on time, it becomes necessary to remind him.

It is a tact of language necessary to impress upon the customer to pay the dues

anyway regardless of retaining the business relationship.

UNIT 5

1) Define project proposal

A project proposal is basically a document that describes the project in detail, as well as thestrategy and tactics we plan to achieve its completion.

It is an operating document and serves as a roadmap to reach the destination of entrpreneur

2) What are the components /structure of a project proposal ?

A title page

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A table of contents

An executive summary

An introduction

Project goals and objectives

Team organizational structure

Solution procedure Expected deliverables

A summary and closing section

3) What are the characteristics of a project proposal ?

Ask questions

Summarize the project

Breakdown the project into a nice To Do list

Split the project into phases

Give the clients a timeline

Estimate the time involved

Use the multiple choice price strategy

Offer a satisfaction guarantee

End with a call to action

Write and format professionally

4) What are the characteristics of a good report ?

i) Precision

ii) Accurateiii) Relevance

iv) Reader orientation

v) Clarity

vi) Simple and easyvii) Recommendation

5) What is an Abstract ?

An abstract is a brief summary of a research article, thesis, review,conference proceeding etc..

An abstract like all summaries cover the main points of a piece of writing. Abstract typicallycomprises of 150-250 words and follow set of patterns

6) Goals of abstract

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Help readers decide if they should read an entire article.

Help readers remember the key finding on the topic

Index article for quick recovery and pros referencing

Allow superiors to review the technical work without becoming bogged on in

detail.

7) What are the types of abstract ?

i) Descriptive:

It outlines the topics covered in a piece of writing so the reader can decide

whether to read the entire document.

ii) Informative:

It provides detail about the substance of a piece of writing because the readerswill sometimes rely on the abstract alone for information.

8) Mention the methods for writing abstract.

i) Cut and paste methodii) Outlining method

a) Backwards outline

b) Detailed backwards outline

9) What is structural coherence helpers ?

It enables us to distinguish between a sentence and a non-sentence. It is the macrostructure of thetext; in this respect a textual whole corresponds to one great sentence.

10)How will you ensure coherency in a technical report ?

A technical report gives information on the technical content of standardization work.

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It ensures continuity and consistency of technical content for the benefit of users.

It is a document that describes the process, progress, and results of technical or scientific

research problem.

11)State the importance of vocubalary choice for efficiently drafting a technical report

An extensive vocabulary aids expressions and communication on technical report.

Vocabulary size has been directly linked to reading comprehension

Linguistic vocabulary is synonymous with thinking vocabulary

A technical report may be judged by others based on the usage of vocabulary in it.

12) What are the different methods of collecting data for a report ?

Questionnaires

Interviews

Focus group interviews

Observation

Case studies

Critical incidents

Portfolios

13)What is a Questionnaire ?

Questionnaires are a popular means of collecting data, but are difficult to design and often

require many rewrites before an acceptable questionnaire is produced.

It can be used as a method in its own right or as a basis for interviewing or a telephone survey.

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14)What are the objectives of Report writing ?

i) Measure executive performanceii) Help in combating changes

iii) Gives information about all the details of the organisation

iv) Controlling and coordinating

v) Record keepingvi) Recommends action

15)Mention the importance of Report writing

Conveyor of information

Help management to review and evaluate office operations

Tool for measuring performance

Reports help in making desirable changes

Reports help in measuring the effectiveness of the organizations

16)Process of Report writing

1. Investigating the sources of information

2. Taking notes

3. Analyzing the data

4. Making an outline5. Writing the report

17)Write the mechanics or techniques of writing a report

1) Assemble the material

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2) Plan the report

3) Draft the report

4) Edit the report

18)What are the basic and subsidiary parts of a report ?

Basic parts:

a) Executive summaryb) Introduction

c) Discussion

d) Recommendatione) Appendix

Subsidiary parts:

a) Cover

b) Title page

c) Table of contents

d) Bibliograhy/Referencese) Glossary

19)When is a report said to be coherent and cohesive ?

A piece of report is coherent if it is clearly organized and has logical sequence of ideas.

A report is cohesive if the sentences are well structured, well linked together and there is nounnecessary repitition.

20)What are the types of Visual Aids ?

1) Tables

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2) Graphs

3) Charts

4) Photographs5) Maps

21)Explain executive summary

The executive summary is designed to be read by people who will not have time to read the

whole report .

It provides the reader with an overview of the reports essential information.

The Executive summary should briefly oultine the subject matter, the scope of investigation, the

method of analysis, the important findings and important issues in the organisation, the

conclusions and recommendations.

22)What is Recommendation writing ?

The recommendation section of the report contains specific ways to resolve the referral questions

by addressing the evaluations key findings.

In this section, evaluators suggest strategies and interventions that are designed to facilitate

change and result in improved outcomes for the individual.

23)List out the characteristics of recommendations.

i) Specific

ii) Measurable

iii) Achievableiv) Result-oriented

v) Time-bound

24)What are the factors that influence specificity of the recommendations ?

1) Evaluators training and background2) Individuals needs and goals for the individual

3) Prior treatments and interventions

4) Setting5) Availability of resources and services

6) Cost of services

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7) Availability of personnel to implement services.

8) Intensity and duration of services

9) Severity of the problem

25)What is Definition ? What are the four parts of Definition ?

Definition is a concise statement of the most significant constituents or features of an object or

idea.

Principal parts of Definition:

i) The termii) The verb

iii) The class

iv) The differentia

26)What is an Appraisal report ?

It is a written explanation of a propertys value, including the data and reasoning used to derivethat value. If a report is given orally, the appraiser needs to keep written accounts of the

discussion and how he derived the value estimate.

27)Explain performance appraisal.

Performance appraisal is a method of evaluating the behaviour of employees in the workspot,including both the quantitative and qualitative aspects of job performance.

It is the systematic evaluation of the individual with respect to his performance on the job and his

potential for development.

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28)Mention the features of Performance Appraisal

1) Systematic process2) It tries to findout how well the emloyee is performing

3) The appraisal is carried out periodically

4) Performance appraisal is not a past-oriented activity

5) Performance appraisal is not job evaluation6) Performance appraisal is not limited to calling the fouls

7) Performance appraisal may be formal or informal

29)Objectives of performance appraisal

1) Feedback2) Compensation decisions

3) Data base

4) Personal development5) Training and development programme

6) Promotion decisions

7) Improves supervision

30)What are the steps in Performance appraisal

i) Job analysis, job description and job specification

ii) Establishing standards of performance

iii) Communicating performance standards to employeesiv) Measuring actual performance

v) Comparing actual performance with standards and discussing the appraisal with

employees

vi) Initiating corrective action, if any

31)Factors affecting Performance appraisa

1) Organizational leadership

2) Organizational structure3) Environmental constraints

4) Interdependence of subsystems

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33)Explain Product Appraisal

A product appraisal is an automatic assessment of the effect of a product on ones well-being.

There are four main types of Product appraisal

i) The relation of a product to ones goals

ii) The sensorial appeal of the product

iii) The legitimacy of an action represented by the product

iv) The novelty of the product

TOTAL QUALITY MANAGEMENT

DEPARTMENT OF INFORMATION TECHNOLOGY

QUESTION BANK

Subject Code :

Subject Name : Total Quality Management

UNIT I

PART A (2 MARKS)

1. Define quality.

2. Mention any four principles of TQM

3. Define Quality cost.

4. Define strategic planning.

5. What are the steps involved in strategic planning?

6. What are the types of quality statement?

7. Name any two popular awards for quality.

8. What is Quality Council?

9. What do you mean by total cost of quality??

10. Define TQM.

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PART- B (16 MARKS)

1. Explain the fourteen steps of Demings philosophy for improving quality,

productivity and competitiveness.

2. What are the customer perceptions of quality? Explain. Explain the servicequality.

with its characteristics and expectations.

3. Explain quality costs. What are the barriers for implementing TQM in an

industry? Explain.

4. Explain the role of senior management.

5. Explain in detail about the process of strategic planning.

6. Discuss in detail about the quality statement.

UNIT II

PART A (2 MARKS)

1. Define customer satisfaction.

2. How the customer complaints are collected?

3. Define service quality.

4. Name some customer perception on quality.

5. What is employee motivation?

6. Define Kaizen.

7. List out the 5S of Japanese methodology with its purpose.

8. Define partnering.

9. Define Empowerment.

10. What do you understand by performance appraisal?

What is the use of it?

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PART- B (16 MARKS)

1. Explain Jurans Quality Trilogy in detail.

2. Explain the following with their advantages and limitations.

a. Kaizen (4)

b. PDSA Cycle (6)

c. Performance appraisal (6)

3. Explain the various dimensions involved in quality.

4. Discuss briefly about the various methods used to employee involvement.

5. Explain in detail about the supplier partnership.

6. What is the basic concept of performance measures?

7. Explain the strategy for implementing performance measures and its techniques.

UNIT III

PART A (2 MARKS)

1. What do you understand by SPC?

2. List out seven basic management tools of TQM.

3. Define the term process capability.

4. Differentiate between defects and defectives.

5. What is six-sigma?

6. What is a process flow diagram?

7. List out the new seven management tools.

8. Define mean and mode.

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9. What is a control chart? What are its uses?

10. What is an Affinity diagram?

PART- B (16 MARKS)

1. Explain the detail about the 7 SPC tools of quality.

2. Explain the term process capability.

3. Discuss in detail about the concept of Six-Sigma.

4. List out the new 7 management tools and explain each one.

5. Discuss briefly the various tools of statistical fundamentals.

UNIT IV

PART A (MARKS)

1. Define Benchmarking.

2. What do you understand by QFD?

3. Why TPM is required? Give its types of maintenance.

4. What do you mean by FMEA? Give its types.

5. What is Taguchis Loss Function concept?

6. List out the various steps involved in a benchmarking process.

7. What are the 4 stages of FMEA?

8. Define reliability.

9. What are the responsibilities of a FMEA team?

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PART- B (16 MARKS)

1. Explain QFD with a suitable example. What are its advantages and

Limitations.

2. Write short notes on:

a. Taguchis Quality Loss Function (8)

b. FMEA (8)

3. Write short notes on

a. Benchmarking (8)

b. TPM (8)

4. Explain HOQ with the various steps involved to build it.

5. Explain the types of benchmarking and its benefits and pitfalls.

6. Discuss in detail about the FMEA team and FMEA documentation.

UNIT V

PART A (2 MARKS)

1. What is ISO?

2. What is the function of ISO 9000?

3. What is Indian Standard quality system?

4. Give the importance of documentation in ISO.

5. Write any 4 steps in implementation of quality system.

6. Define quality audit.

7. What are the objectives of quality audit?

8. What are the benefits of ISO 14000 series of standards?

9. List out the stages of an audit.

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10. What do you mean by Environmental Policy?

PART- B (16 MARKS)

1. Explain the steps to be followed in implementing quality system ISO 9001:2000.

2. What are the requirements of ISO 14000? Explain them briefly.

3. Define quality system and explain the evaluation of ISO 9000.

4. Explain ISO 14000 with an Industrial application.

5. Explain the steps followed to get ISO 9000 certification for an educational

institute.

6. What are the elements of ISO 9000:2000 quality system?

7. Explain in detail about the quality auditing with its different types.

8. Discuss in briefly about the documentation of quality system.