Management Answers

1. Discuss the mechanisms used in commercial bank of Ethiopia to know customer needs and how satisfy customer needs better than competitors.

2. Critical evaluate the service design process of commercial bank of Ethiopia. Besides, discuss the influence of marketing, finance, human resource and other operational departments on service design.

3. Critically discuss the role of total quality management on improving customer satisfaction by applying six sigma principles.

4. Discuss with examples the role of supply chain management to achieve commercial bank of Ethiopia mission, vision and core objectives.

5. Critically evaluate challenges of Supply chain integration (internal integration, forward,

backward and horizontal integration) in commercial bank of Ethiopia.

MEDIA RELEASE

The media is a vehicle whereby your organisation can create and nourish relations with its stakeholders. Thus, you should keep the media informed of the organisation’s programmes, projects and activities. In preparing a media release, you should follow the "five Ws and H" approach. In other words, you should answer the questions, When, Where, What, Why, Who and How.

Identify and include a brief media release of your choice.

Discuss the “five Ws and H” approach in your identified media release.

SPEECH

Speeches form an important part of an organisation’s outreach to its key publics. Thus speech-giving is an integral part of an organisation’s public relations programme.

Name the main characteristics of a speech.

FEATURE ARTICLES

Feature articles are stories that focus on a special angle of the news. These are stories that educate, entertain and inform. Feature articles with an educational focus give an organisation the benefit of being the "good guy" by helping the public understand how to use a service, without promoting the employer’s activities. For example, an insurance company may release an article on "Understanding the jargon of insurance policies". The article does not promote its products but focuses on educating people about insurance policies

Do the following:

Include a feature article of your choice.

Identify if your feature article educates, entertains or informs.

Provide a brief summary of the article.

This question is posed in light of the recent bullying incident that took place at Mbilwi Secondary School in Sibasa outside Thohoyandou in Limpopo. The incident led to the suicide of a grade 10 learner after the 15-year old was assaulted by another learner.

As a Public Relations Practitioner for Mbilwi Secondary School, you have been requested by your local school to assist in planning their newsletter project to take charge of the bullying situation in the school. Complete the following tasks:

Propose a name for the newsletter.

Identify the purpose of the newsletter.

Identify the publics of the newsletter.

Determine whether the proposed newsletter is going to appear in print or electronic format.

What issues will need to be researched

What topics or themes will be covered in the newsletter

Who will contribute to the articles for the newsletter

Who will edit the newsletter

What will the frequency of the newsletter be

Estimate the cost implications of the project.

Propose a name for the newsletter.

Assess the value of the factors that should be considered when using e-mails to communicate with the media. Your discussion should focus on

audience

content

mood

language

Explain what a “human interest” story is and give an appropriate example.

Write down what should be included in a media kit for a news conference.

Elaborate on how websites are used as a point of contact with journalists.