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INSTITUTE OF MANAGEMENT STUDIES

GHAZIABAD

PGDBM 5th TERM

END TERM EXAMINATION-December – 2007

 NOTE: ALL QUESTIONS ARE COUMPOLSORY

1. A company is engaged in the manufacture OF Washing machines and a

few other products. But, the former accounts for a sizeable proportion of its

total production. Of late, the company has been finding it increasingly

difficult to maintain its competitiveness on account of the availability of 

washing machines of a number of companies within the affordable price

range. There are 17 brands which together are offering 88 models.

The top management of this company has considered the problem of 

increasing competition and declining sales. It is of the opinion that a surveyshould be conducted to ascertain the customer satisfaction in respect of its

washing machines. However, before undertaking a detailed survey, it would

like to be clear on the concept of consumer satisfaction.

Questions:

1. How would you identify parameters which can effectively measure

consumer satisfaction?

2. Construct a suitable questionnaire to measure customer satisfaction on

the basis of parameters you identified.

2. In 1988, Japan based Konica Corporation, decided to have a

representative in India and started scouting around for a distributor. It

selected Goa based Photophone Industries Ltd. Thereafter there have been

several developments for the company.

The present position is , however not as good as the company would like to

see. It is facing severe competition with Kodak and Fuji, who have been

spending heavily on brand building. Kodak had also established its

manufacturing base in India in 1995. During the past ten years, the market

share of Konica has declined. In view of this, Konoca is now keen toincrease its market share. It would like to build up image and strengthen

itself from the grass root level.

Question:

Assuming that marketing research can help Konica to achieve its

objectives, prepare a suitable research proposal for the proposed study.

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3. Rajat Sharma has been appointed as the trainee in the Credit Management Department of

L. B. Bank Limited. His immediate boss Mr. D. K. Saxena has given him the following data

related to average days of outstanding creditors of a prospective borrower who has

requested for a working capital loan.

Creditor’s Code Days Outstanding Creditor’s Code Days Outstanding Creditor’s Code Days Outstanding

1 200 18 189 35 230

2 250 19 215 36 190

3 225 20 265 37 205

4 235 21 259 38 215

5 185 22 235 39 211

6 181 23 264 40 223

7 250 24 216 41 2598 225 25 250 42 246

9 210 26 226 43 254

10 215 27 223 44 245

11 226 28 221 45 248

12 220 29 229 46 231

13 229 30 230 47 206

14 198 31 210 48 195

15 195 32 260 49 198

16 205 33 216 50 235

17 260 34 215

Assume that you are Rajat Sharma and then, answer the questions, which he wassupposed to answer:

On the basis of the above data, comment on the following:

(i) Average Days Outstanding.

(ii) Variation in the Days Outstanding.

(iii) Symmetry in the distribution of Days Outstanding.

(iv) Concentration of Days Outstanding towards some central value.

(v) Overall comment about the distribution of income among the workers.

4. A personnel manager of a large company wishes to know if employee satisfaction is

independent of job category. Test the hypothesis of independence based on the following

data with α = .05.

Categories

Satisfaction I II III IV

High 40 60 52 48

Medium 103 87 82 88

Low 57 53 66 64

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Find a suitable measure of association between satisfaction and employee category for

the data given in above Table. Give your comments about the relation between the two.

1.5. Mr. Shyam Sunder has a research project in which he wants to examine the

impact of Yoga and Music on the efficiency of workers in an industry. For that, he has

conducted an experiment on twenty workers of M/S Lakshmipati Steel Limited. He hasdivided workers into two groups of 10 each. One group is exposed to Yoga and another

Musical Relaxation. And, to determine what time these relaxation exercises are more

effective – morning and evening, he conducted the experiment on both the times. His

specific design is as thus – first, he developed a multi-dimensional scale to measure

efficiency of workers on a 20 point scale; he collected the efficiency data for a week

and he estimated average efficiency of each worker per day; second, he exposed both

the groups for relaxation exercises – Yoga and Music Relaxation for 15 days in the

morning before the start of the shift and after that for a week, efficiency data

related to all workers is collected; and finally, he exposed both the groups again for

relaxation exercises – Yoga and Music Relaxation for next 15 days in the evening

towards the end of the shift and after that for a week, efficiency data related to allworkers is again collected. The data has been summarized below:

ARTICIPA

NTSGROUP

EFFICIENCY LEVEL

BEFORE THE

EXPERIMENTS

EFFICIENCY LEVEL AFTER THE

MORNING EXPERIMENTS

EFFICIENCY LEVEL AFTER THE

EVENING EXPERIMENTS

1 1 12 16 14

2 1 14 16 15

3 1 13 16 17

4 1 8 12 16

5 1 9 12 10

6 1 10 13 107 1 12 15 12

8 1 14 17 11

9 1 15 18 15

10 1 6 11 12

11 2 7 10 10

12 2 8 10 11

13 2 9 11 10

14 2 12 13 13

15 2 14 15 15

16 2 16 17 1717 2 13 19 15

18 2 10 14 16

19 2 9 15 14

20 2 8 14 14

Using the above data, formulate suitable hypotheses, use the suitable Statistical

Tests and drive the necessary conclusions from the experimental data.