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Bob is the Finance Director of a manufacturing business selling luggage sucn as suitcases. He decides to undertake a business process re-engineering of the credit control function in order to achieve dramatic improvements.

What wouldn't be classed as the main improvements bob expects to deliver?

Select ALL that apply.

  1. To change the culture of the team
  2. To improve security of information
  3. To automate the credit control process to reduce costs
  4. To improve the speed of the process to improve efficiency
  5. To reduce errors in credit control and produce more accurate information
  6. To do this in line with new sophisticated information systems
  7. To improve the motivation of the team
  8. To focus resources on other strategic areas of the business

Answer(s): A,B,G,H



Which of the following are examples of problems associated with group working?
(i) The Abilene paradox

(ii) Synergy

(iii) Risky Shift

(iv) Groupthink

(v) Conformity

  1. All of the above
  2. (i), (iii), (iv) and (v)
  3. (i), (ii), (iii) and (iv)
  4. (ii), (iii), (iv) and (v)

Answer(s): B



Leading and developing a high performing team that has only recently come together is a challenge requiring leaders to prioritise different issues and adopt different styles and tactics at different stages of team development.

At one point the leader will need to:-

· confirm personal roles and responsibilities,

· plan the workload and agree working practices,

· ensure all sources of conflict have been resolved, and

· motivate team members to deliver their full potential.

With respect to the Tuckman model of team development, which is the stage where these leadership actions are most appropriate?

  1. Norming
  2. Storming
  3. Forming
  4. Performing

Answer(s): A



A large department store currently employs a total of 110 staff, of whom 72 are part-time hourly paid employees. The part-time employees generally work the same number of hours every week and have a stable pattern of work and regular income. During busy periods there is the opportunity for over-time, which is payable at 50% more than the normal hourly rate.

A new chief executive is aware that some part-time staff work much harder than others and intends to address the situation by moving all part-time staff onto zero hours contracts where no paid hours are guaranteed and the personal workload of each employee is notified in advance each week. Overtime should be eliminated. In return, the basic hourly rate will be increased by 20% and there will be opportunities for promotion and new responsibilities.

News of these changes has caused considerable unrest. The HR Director knows that resistance to change will have to be managed very carefully and is using Lewin's force field model as the framework for analysis.
Which restraining forces are present in the scenario?

Select ALL that apply.

  1. Anxiety about job security
  2. New system appears less rewarding
  3. Fear of loss of power or status
  4. Fresh challenges from new responsibilities
  5. Improved financial rewards
  6. Increased promotion opportunities

Answer(s): A,B,C






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