Madanbhai Sura Institute of Business Management, Khed

Semester I Exam- December 2019

Subject: ORGANIZATIONAL BEHAVIOUR Marks: 60 marks
Date: 13/12/2019 Time: 10.30 pm to 1.30 pm
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Instructions: 1. Section A is compulsory and attempt any four questions from Section B.
2. Appropriate diagrams, charts and sober presentation will attract good
marks.
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Section A (20 Marks)
Express courier services is engaged in providing courier services throughout the
country. Besides all metropolitan cities, it has its branches almost in every large city. In
providing its courier services, the company has put emphasis on fast and reliable delivery at
the least possible cost. With this emphasis the company has been able to attract large number
of customers, both corporates and individuals. The company’s financial performance has
been quite satisfactory up to 2000. However with the entry of low cost courier during 2000
and onwards, the number of customers of Express started declining. Many of these couriers
have franchisees in different cities which collect and distribute parcels for the couriers on
commission basis. Further, each of these couriers have single branch even in very large cities
rather than having a network of branches in a city. They collect parcels through franchisees
which are mostly public call offices (PCOs). Parcels are also distributed through some of
these PCOs. Because of such a system operating cost of these couriers is comparatively much
lower, hence courier charges to customers.

In order to face challenges posed by these low-cost couriers, express courier services
decided to make courier charges competitive by bringing them down. In order to maintain
profitability at this existing level, it designed and implemented a cost cutting strategy. It was
estimated by a company’s management that operating cost would be brought down by about
10 per cent by changing the way the business was done.in a courier service, freight for
sending parcels through transport (rail, road and air) and employee cost are the major portion
of operating cost. Since freight cost cannot be cut by Courier Express courier decided to cut
employees cost. For this purpose all the employees who were on probation were retrenched
by paying one month salary to each. In cities where the company had more than one branch,
some of the branches were closed and the employees were adjusted in the remaining
branches. For collecting parcels the company took the help of PCOs. Some of these PCOs
were also used for parcel distribution. With such changes, the company was able to cut its
operating cost by 5 per cent in a year. However these changes created attitudinal changes in
employees. Prior to change, employees used to talk highly about the company but the same
employees started criticizing the company. Because of their low commitment, they started
paying less attention to customers. With the result, customer complaints in the form of late
receipt of parcels increased significantly
Q.1 a) what are the reasons for change in employee attitudes resulting into increased
customer complaints? (10)

b) What actions should management take to change negative attitudes of employees? (10)

Section B (40 Marks)

Answer any FOUR of the following six questions.

Q. 2: Answer any two of the following questions: (10)

a. What is personality in OB? Explain the determinants of personality.

b. Elaborate the factors influencing on perception?
c. What are the values? Write in detail the sources of values.

Q. 3: Answer any two of the following questions: (10)

a. Elaborate the Importance of motivation in detail.

b. Explain managerial Implications of groups dynamics
c. Describe how technology is important in organizational design & structure
Q. 4: Answer any two of the following questions: (10)

a. Write in details the Benefits of organization development.

b. Explain the classification of values in organisational behaviour.
c. What is defence mechanism? Explain any 10 most common defence mechanism.

Q. 5: Answer any two of the following questions: (10)

a. What is leadership? Elaborate the nature of leadership

b. What is organizational behaviour? Elaborate the nature of organizational
behaviour.
c. What is perception? Explain the importance of perception

Q. 6: Answer any two of the following questions: (10)

a. Write Meaning & definition of attitude? Explain the work related attitude.
b. What is mean by motivation? Explain the nature of motivation.
c. What is a group? Elaborate the nature of group.

Q. 7: Answer any two of the following questions: (10)

a. What is Organizational design? Elaborate the structural dimensions of the

Organizational design.
b. What is organizational development (OD)? Explain the different objectives of
organizational development.
c. Explain the different limitations of organizational development