Question 1a)

TechEdu Pte Ltd is a private training school which provide diploma and other higher education courses to students. After each semester, it will conduct a student survey to gather feedback on its courses. From the survey, TechEdu is trying to :

1. Measure costs

2. Measure product reliability

3. Measure wastage

4. Measure customer satisfaction

Question 1B)

Which of the following statements is true of the six building blocks for successful change management :

1. They are used as tools to persuade the employees of an organisation to accept the change.

2. They are used to communicate the change from the top management to the employees.

3. They are only used by the top management.

4. They aid in minimizing employees' resistance to change as well as the transition from denial to commitment.

Question 1c)

Healthy Life is a company that specialises in manufacturing health supplements using cutting-edge technology which is unparalleled in the entire industry. In order to sustain its competitive advantage, its has patented the technology involved in producing such high-end products, thus preventing other companies from using the same technology to produce similar products.

Which of the Porter's Five market forces does Healthy Life utilise to sustain its profits by the act of patenting its technology ?

1. Suppliers

2. Barrier to entry

3. Customers

4. Threat of Substitutes

Question 1d)

Which of the following is NOT true of successful change management ?

	Encouragement is necessary to keep the staff going
	Expectations that staff will take time to adapt to the change.
	Anticipate likely problems
	Needs a long time to implement change

Question 1e)

The introduction of the concept of online shopping as compared to the conventional way of shopping in a retail outlet is an example of a/an ___________.

	Dramatic change
	Incremental change
	Step change
	Unconventional change