QUESTION: 17

JKL is a bank with a large number of personal customers.

A member of staff has reported their loss of a portable electronic storage device to his line manager.

The portable electronic storage device contains customer account details, including secure information such as personal login details to access personal accounts. JKL has a clear policy that forbids staff from downloading customer data on to portable electronic storage devices.

It would be difficult for a member of the public to access the information on the device.

Which of the following would you advise JKL to do?

Notify all customers of the loss and advise them to monitor their accounts for unusual transactions.
Wait for customers to query unusual transactions and refund any money they have lost.
Let the staff member explain why they downloaded data before deciding on their dismissal.
Retain the staff member and monitor them secretly to establish whether they are engaged in a fraud.

Answer(s): A

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QUESTION: 18

DRAG DROP (Drag and Drop is not supported)

PPP wishes to increase shareholder value using the Seven Value Drivers identified in Shareholder Value Analysis (SVA). Place the correct direction of change next to each driver.

See Explanation section for answer.

Answer(s): A

Explanation:

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QUESTION: 19

EFG is a private hospital. It specialises in state-of-the-art laser surgery, an area which has developed rapidly in the last 10 years. Most of the staff of EFG are used to change, as developments in technology, new surgical techniques and customer demands have changedrapidly during this time. However, in the last three years the economic recession has had a significant impact upon EFG, with the numbers of private customers reducing and its profits falling sharply.

The Board of Directors has recently announced that it is to restructure theOrganizationand rationalise some of the services it offers. A small number of staff will be made redundant and those remaining will have to take on extra responsibilities with no extra pay. Also, the current generous overtime payments are to be drastically cut. Many staff have expressed concern at the impact that these changes will have on them.

The Board of Directors has clearly communicated the economic reasons for change to the staff through several meetings and are operating an open door policy, whereby staff can discuss the changes with their line managers at any time.

Which of the following, according to Kotter and Schlesinger, is the MOST likely reason for resistance among EFG's staff?

Parochial self interest
Misunderstanding
Low tolerance to change
Different assessments of the situation

Answer(s): A

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QUESTION: 20

Kotter and Schlesinger identified six change styles. Which of the following situations would be better managed by a Negotiation and Agreement style?

Where the proposed change will disadvantage a powerful group of employees.
Where management prefers to force through the change quickly and against the interests of the staff.
Where management requires the detailed technical knowledge of the staff affected to design the change.
Where staff are positive about the benefits from the change but do not understand what management requires them to do.

Answer(s): A

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QUESTION: 17

QUESTION: 18

Explanation:

QUESTION: 19

QUESTION: 20

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