1

2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
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35
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39
40

SET 1
A
D
D
A
D
C
D
D
C
C
A
D
C
A
B
D
A
C
B
B
C
A
D
B
C
B
A
B
A
A
C
C
B
A
A
D
B
B
A
B

SET 2
B
C
B
D
C
B
A
C
C
D
A
B
A
C
A
B
C
B
B
D
A
B
C
A
C
C
C
A
D
D
D
C
C
B
D
B
D
B
A
A

SET 3
A
C
B
B
A
B
C
C
D
A
B
A
C
A
B
D
B
B
D
C
C
B
A
C
C
C
C
D
D
A
D
D
D
C
B
A
C
B
B
A

KEY FOR SUBJECTIVE TYPE QUESTIONS PART

B
1.List three different approaches to measure
org. effectiveness (1 mark). Elaborate on
any one of these approaches for
evaluating organizational effectiveness at
SBI (3marks)
Ans. ( 1 mark is given to those who have
listed all the three factors) EXTERNAL,
INTERNAL AND SYSTEMS
3 marks are given to those who have
further elaborated their answer as per the
points given below. Most of the students
have done fairly well in this answer.
External systems Approach (Control)
Securing and managing scarce resources
It will include customers, shareholders and
government
CUSTOMERS : Better marketing planscustomized products for different needs;
better customer service; use of mobile

technology ; increase in stock price of SBI,

market capitalization etc.
SHAREHOLDERS: gain support of
stakeholders
GOVERNMENT: SBI should get into joint
ventures with govt to reach the masses ; it
would also affect its ability to get
approvals for starting new services, lobby
for interest rates and regulations that
favor SBI
Internal Systems Approach (Innovation)
how internal stakeholders interact and
function quickly
Internal systems approach :
1. Extent of information sharing happening
in SBI since information flow is critical to
functioning of bank- how quickly the
bank manager access records, timely
information about branch performance
2.Speed and effectiveness of decision
making : speed at which decisions about
loan rates, interest rates, policies etc are

made and effectiveness of decision

making
3. Innovation for better operations
introduction of new financial products
and services; internal re-engineering and
restructuring in accordance with
changing timed, on-boarding of new
customers and increase in repeat
business
4.Effectiveness of policy implementation
5.How well the co-ordination amongst
employees is happening and are
employees motivated- are conflicts
resolved in an amicable manner : the
salary of employees, promotion and
other appraisal
Technical Approach (Efficiency)- converts
skills and resources into goods and
services efficiently
TECHNICAL APPROACH : it refers to
operational excellence
1.How fast and effective the service is :
time taken to process files, issue loans
etc

2.Branch facilities includes ATMS, ticket

vending machines
3.Easy accessibility of utilities like pen
paper glue etc.
4.How responsive are employees to
customer grievances professionalism
and attentivity
5. Information technology and
infrastructure should support rather
than hinder
6.The revenue ratio maintained by
banks; share of loans turned into bad
debts; revenue earned per customer,
average rate of customer acquisition;
size of deposits these parameter to
be compared with competitors to
benchmark organizational
effectiveness
Q2. ENVIRONMENTAL FORCES
INFLUENCING SPLITS OPERATION IN INDIA
(most of the students have mentioned
only the unfavorable forces influencing
Splits operations like the level of
discomfort experienced in cab sharing,
business model replication by competitors,

safety issues- women etc, legal

environment not favoring cab services
etc..but very few have mentioned the
favorable forces like growing economy ,
rise in use of technology , presence of
price sensitive customers, increase in the
purchasing power of lower middle class
who would not hesitate to improve their
standard by travelling in AC cars
irrespective of whether its shared by
paying few bucks more , drivers
employability, decrease in pollution levels
etc.)
Its obvious that Split by offering the cab
sharing option is targeting the lower
middle class who prefer price over comfort
and convenience. They in no way are
targeting the rich and the upper middle
class who prefer comfort and door-to door
services. I was unable to figure out why
most of the students have mentioned that
the cab sharing option will work in their
disadvantage since cabs are associated
with comfort and convenience. Those who
want comfort can go for Ola and Uber.
Split is targeting a different segment

altogether the price sensitive segment

which is the lower middle class and the
working population who go by public
transport and metro but would not mind if
they get a better option by paying few
bucks more.
Those students who have mentioned
both the favorable and the unfavorable
factors have been given the maximum marksthe more the positive and negative points
mentioned the higher the marks (around 5 or
6)
Others who mentioned only the positive or
only the negatives have been given 3
marks
There are some who just mentioned the
factors like the economy , GDP etc will
influence without elaborating the
dynamics of these factors- they too have
been given some marks around 1 or 2
marks
Q3. CAF KAAPI BEAN

I received all sorts of complicated

organization structures ( like hybrid,
matrix, functional, product, multidivisional
and what not except the one I was looking
for) for this questions with lot of creativity
and innovation going on in making the
diagrams etc.
But the answer was quite simple It is

based on case of Mrs. Field Secret Ingredient

wherein by making efficient use of technology
led Fields to run effectively almost 500
company owned stores. It had about 18.5%
increases in earnings from $ 72.6 million to $
87 million in one year. Its strategies include
providing a personal control over dispersed
operations to the top management unlike any
of its competitors.
Despite its size it runs in direct retail in
comparison to the franchise model, where a
degree of its day to day operations is overseen
by the headquarter staff of 115 people. This
control over the channels is provided by
leveraging
the
Management
Information
System in effective way to provide a two way
communication between the store manager
and the headquarters keeping the accounting

and data entry work at its minimum.

Information
technology
aided
flatness
enhances two way communication in the
organization. It also helped in ensuring
consistent quality across all the stores.
It was surprising to know that out of a batch of
157 students ( around 21 case assignments
were submiited), only one student Surbhi
Singh, 0405/52 mentioned the use of
technology as per Mrs. Field Secret Ingredient
case. This goes on to show how much attention
is being paid in the class while the case is
being discussed.
Anyways, many students mentioned franchise
model- they have been given 1 or 2 marks.
Some even mentioned product division or
multi-division structure why on earth do you
require product division when you serving only
one product which is coffee at all the stores ???
I have still given 1 or 2 marks.
Some wrote hybrid , multi-divisonal etc..same 1
or 2 marks. Some have shown the evolution of
organization structure ( on the lines of the case
study of restaurant ) from flat , organic to
multi-divisional over time these students
have been given around 3-4 marks.

Some marks have been given to those who

mentioned about the procurement and
sourcing functions to be centralized.
Overall I have been very generous in giving the
marks .. I have rewarded marks wherever I
could so please go through the answer key
well.