2015 Business Management Written examination

Victorian Certificate of Education 2015

STUDENT NUMBER

SUPERVISOR TO ATTACH PROCESSING LABEL HERE

Letter

BUSINESS MANAGEMENT

Written examination

Monday 2 November 2015

Reading time: 3.00 pm to 3.15 pm (15 minutes) Writing time: 3.15 pm to 5.15 pm (2 hours)

QUESTION AND ANSWER BOOK

Number of questions

4

Structure of book

Number of questions to be answered

4

Number of marks

65

? Students are to write in blue or black pen. ? Students are permitted to bring into the examination room: pens, pencils, highlighters, erasers,

sharpeners and rulers. ? Students are NOT permitted to bring into the examination room: blank sheets of paper and/or

correction fluid/tape. ? No calculator is allowed in this examination.

Materials supplied ? Question and answer book of 20 pages. ? Additional space is available at the end of the book if you need extra paper to complete an answer.

Instructions ? Write your student number in the space provided above on this page.

? All written responses must be in English.

Students are NOT permitted to bring mobile phones and/or any other unauthorised electronic devices into the examination room.

? VICTORIAN CURRICULUM AND ASSESSMENT AUTHORITY 2015

2015 BUSMAN EXAM

2

Instructions

Answer all questions in the spaces provided.

Question 1 (19 marks)

Swanston Airlines is a large-scale organisation providing flights to all capital cities in Australia. Swanston Airlines recently suffered a technology breakdown in its computerised ticketing system that led to customers not being able to book tickets, get seat allocations or board flights for 24 hours. This resulted in very unhappy customers who missed flights, were angry and argued with staff, and demanded refunds. The CEO of Swanston Airlines has called a meeting of senior management to review current policies and procedures in order to develop a new policy to better deal with customer relations in the future.

a. Outline the purpose of a policy.

1 mark

do not write in this area

Question 1 ? continued

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2015 BUSMAN EXAM

b. Explain how two stakeholders, other than customers, could have been affected by the technology breakdown.

4 marks

do not write in this area

Question 1 ? continued TURN OVER

2015 BUSMAN EXAM

4

c. Justify a management style that would be appropriate for the management of Swanston Airlines to use

when implementing its new policy.

4 marks

do not write in this area

Question 1 ? continued

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2015 BUSMAN EXAM

d. Describe one low-risk strategy and one high-risk strategy that Swanston Airlines could consider using

when introducing the new policy.

4 marks

do not write in this area

Question 1 ? continued TURN OVER

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