Examination Paper of Human Resource Management
Caselet 1
Sanjay Nagpal is a new recruit from a reputed management institute. He is recruited as a
sales trainee in a sales office of a large computer hardware firm located in Chennai.
Raghvan is the zonal sales manager responsible for overseeing the work of sales officer, field
executives and trainee salesmen numbering over 50 of three areas namely Chennai,
Bangalore, and Trivandrum.
The sales growth of the products in his area was highly satisfactory owing to the
developmental initiatives taken by respective State Governments in spreading computer
education.
Raghvan had collected several sales reports, catalogues and pamphlets detailing the types of
office equi
After short chat with Sanjay, Raghvan assisted him to his assigned desk and provided
him with the material collected. Thereafter Raghvan excused himself and did not return.
Meanwhile, Sanjay scanned through the material given to him till 5:00pmbefore leaving
office.
Questions
1. (10)
2. What method of training would have been best under the circumstances? Would you
consider OJT, simulation or experiential methods? (10)
Caselet 2
Preeti was promoted three months ago from reservations supervisor to front-desk manager for
Regency Hotel, an independent, 330-room hostelry. She enjoys her new management
responsibilities and is pleased that the occupancy rate averaged 94 percent last month, way
above the industry average. But at times she feels stressed by the confusion of managing all
front-end operations of the hotel, from reservations and cashiering to the bell desk and
concierge. She feels most at home handling the reservation function, a task she always enjoyed
as a trainee because she likes to help people. About once a week the staff in the reservation
function overbooks rooms, usually because of incomplete scans of conference sales files.
Customers with reservations w,0110 arrive late are upset when they have to be referred 1,
nearby hotels. Whenever overbooking occurs, Ms. eti takes over direct control of the
reservations operation herself, often personally handling reservations for two or three days
until order seems to return.
But sometimes while Ms. Preeti is off focusing on the reservations task, other problems arise.
On five days last month, clerks at the reception desk checked in every "walk-in" who appeared
without reservations. They assumed there would be ample no-shows among those holding
reservations. On one occasion, Regency ended up oversold by 24 rooms. Mr. Alex, the hotel
general manager, is concerned about Ms. Preeti's development into her new management
position. He knows Ms. Preeti is proud of the high occupancy levels (which mean greater
profits) and doesn't want to destroy that pride. However, he sees her as more interested in
IIBM Institute of Business Management
Examination Paper of Human Resource Management
individual staff tasks (such as making reservations) than in the complexities of managing,
training, and motivating her staff. He has talked with Ms. Preeti about balancing her activities
as a manager. Alex emphasized that she needs to make sure her staff knows the systems and
guidelines and be firm with employees who continue to check in guests when the hotel
obviously will be overbooked. He plans to meet with her in a three-month performance review
to see if he can shift her motivational expectations about the job.
Question:
1. Do Ms. Preeti's problems seem to be the result of her lack of motivational immaturity or
of her lack of motivational attention to her people? (20)
END OF SECTION B
Section C: Applied Theory (30 marks)
This section consists of Applied Theory Questions.
Answer all the questions.
Each question carries 15marks.
Detailed information should form the part of your answer (Word limit 200 to 250 words).
1. What are the future challenges before managers? (15)
2. What is the process of HRP? (15)
END OF SECTION C
S-2-010619
IIBM Institute of Business Management
