INSTRUCTION: This section consists of SIX (6) essay questions. Answer FOUR (4) questions only.
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1 SECTION A: BAHAGIAN A: INSTRUCTION: This section consists of SIX (6) essay questions. Answer FOUR (4) questions only. ARAHAN: Bahagian ini mengandungi ENAM (6) soalan essei. Jawab EMPAT (4) soalan sahaja. QUESTION 1 SOALAN 1 CLO 1 (a) Explain the EXECUTING process in a management function. Terangkan proses PERLAKSANAAN dalam fungsi pihak pengurusan. [3 marks] [3 markah] (b) Define what market analysis is especially in automotive industry and list the purpose of using the market analysis. Berikan takrifan analisa pasaran dalam industri automotif dan senaraikan tujuan menggunakan analisa pasaran. [5 marks] [5 markah] (c) Explain FOUR (4) sales principle used in the workshop service business. Terangkan EMPAT (4) prinsip penjualan yang digunakan di dalam perniagaan bengkel servis. [8 marks] [8 markah] 1 SULIT
2 (d) Explain what are the items needed to be taken into account while executing the market analysis process. Terangkan perkara-perkara yang perlu diambil kira semasa menjalankan analisa pasaran. [6 markah] (e) Define what is policy. Tarifkan maksud polisi. [3 marks] [3 markah] 2 SULIT
3 QUESTION 2 SOALAN 2 (a) In a planning and development process to open a service center, characteristics of a service center must be determined. Explain FIVE (5) desirable characteristics of a good service center. Di dalam proses Perancangan dan Pembangunan untuk membuka sebuah pusat servis, ciri-ciri pusat servis hendaklah ditentukan. Terangkan LIMA (5) ciri-ciri sebuah pusat servis yang bagus. (10 marks) (10 markah) (b) Define what productive and non-productive work and give examples of the employees involved. Berikan definisi kerja produktif dan kerja tak-produktif dan berikan contohcontoh pekerja yang terlibat. (7 marks) (7 markah) (c) Explain TWO (2) types of interviews that can be performed in obtaining new staff. Terangkan DUA (2) jenis temuduga yang boleh dibuat bagi mendapatkan staf baru. (8 marks) (8 markah) 3 SULIT
4 QUESTION 3 SOALAN 3 CLO3 (a) List and explain FOUR (4) elements of a basic management control system operation to ensure that the objectives of the organization and its planning can be achieved in an efficient and economical way. Senaraikan dan terangkan EMPAT (4) elemen pengurusan asas sistem operasi kawalan untuk memastikan bahawa objektif organisasi dan perancangan boleh dicapai dengan cara yang cekap dan berekonomi. [8 marks] [8 markah] CLO3 (b) Explain why feedback is the critical success factor of management control system. Jelaskan bagaimana maklum balas merupakan faktor kejayaan kritikal sistem kawalan pengurusan. [6 markah] CLO3 (c) The main goal of a service center is to daily maximize the source of income for the service center by scheduling technician labor hours. Explain how efficiency control is monitored by using Three Boards System that including the Job Indicator Board, Job Loading and Progress Board and Job Distribution Board. Matlamat utama pusat servis adalah untuk memaksimumkan sumber pendapatan setiap hari dengan menjadualkan kerja juruteknik. Terangkan bagaimana kawalan kecekapan dipantau dengan menggunakan sistem Tiga Papan iaitu Papan Kemajuan Kerja, Papan Penunjuk Kerja dan Papan Pengagihan Kerja. [6 markah] 4 SULIT
5 CLO3 (d) Determine FIVE (5) variables or parameters to be considered when practicing the scheduling system. Tentukan LIMA (5) pembolehubah atau parameter yang perlu dipertimbangkan apabila mengamalkan sistem penjadualan. [5 marks] [5 markah] 5 SULIT
6 QUESTION 4 SOALAN 4 (a) Explain the definition of service sales. Terangkan tarif penjualan servis. [2 marks] [2 markah] (b) Salesman is the front line in the service center operation, thus he must have good salesmanship characteristics. Describe FOUR (4) characteristics that a salesman must have to ensure satisfactory of service sales. Jurujual adalan barisan hadapan dalam operasi pusat servis, oleh itu dia perlu memiliki sifat-sifat yang tertentu. Jelaskan EMPAT (4) sifat-sifat yang perlu ada pada jurujual untuk memastikan kepuasan penjualan servis. [8 marks] [8 markah] (c) Explain FIVE (5) importance steps to be done during a process of hand over of a new vehicle to a customer. Terangkan LIMA (5) langkah penting yang perlu dilakukan semasa proses penyerahan kenderaan baru kepada pelanggan. [10 marks] [10 markah] (d) List FIVE (5) objectives of advertizing. Senaraikan LIMA (5) objektif pengiklanan. [5 marks] [5 marks] 6 SULIT
7 QUESTION 5 SOALAN 5 CLO1 (a) State FOUR (4) steps to solve the customer complaints. Nyatakan EMPAT (4) langkah-langkah untuk menyelesaikan masalah aduan pelanggan. [8 marks] [8 markah] CLO1 (b) Explain in detail about both perceptions on customers for: i. Right perception [4 marks] ii. Wrong perception [4 marks] Terangkan secara terperinci mengenai kedua-dua tanggapan terhadap pelanggan untuk i. Tanggapan yang betul [4markah] ii. Tanggapan yang salah [4markah] CLO1 (c) State THREE (3) customer expectations when they are sending their vehicle to a service center. Nyatakan TIGA (3) harapan pelanggan bila mereka menghantar kenderaan ke sesebuah pusat servis. [6markah] CLO1 (d) State THREE (3) steps to deliver a customer vehicle. Nyatakan TIGA (3) langkah-langkah untuk menyerahkan kenderaan kepada pelanggan. [3 marks] [3markah] 7 SULIT
8 QUESTION 6 SOALAN 6 (a) Define an appointment process for a request of service. Terangkan definisi pertemuan/perjumpaan untuk servis. [2 marks] [2 markah] (b) State FIVE (5) benefits of appointment and explain each benefit. Nyatakan LIMA (5) faedah pertemuan/perjumpaan dan huraikan setiap daripadanya. [10 marks] [10 markah] (c) For a quality control, it is important to do a final check. Discuss the quality control in workshop management & state FIVE (5) facts about the importance of doing final check. Untuk kawalan kualiti adalah penting bagi membuat pemeriksaan akhir. Terangkan maksud kawalan kualiti dalam pengurusan pusat servis dan nyatakan LIMA (5) kepentingan untuk pemeriksaan akhir. [7 marks] [7 markah] C3 (d) Illustrate a flow chart showing the process of a quality control management. Lakarkan carta aliran kualiti kawalan dalam pengurusan [6 markah] END OF QUESTION SOALAN TAMAT 8 SULIT
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