ZYX is a global hotel chain, employing over 10,000 staff worldwide. ZYX operates a Code of Conduct for all of its staff, which states "Our staff are the most important assets of our business operations. We expect the highest standards of ethical and professional conduct from all staff, who must display the principles of trust, respect, equality, integrity and fairness at all times." Which THREE of the following actions could ZYX take to positively influence its staff to work to the ethical and professional principles in its Code of Conduct? (Choose three.)

• A. Publication on its website of ZYX's Code of Conduct and regular examples of staff displaying the highest standards of professional conduct.
• B. Disciplinary actions, such as fines, for staff who do not display high ethical and professional standards.
• C. Interview process for staff prior to employment, to assess their understanding of ethical and professional behavior.
• D. Set performance targets in diversity and equality for its hotel senior managers.
• E. Operate a system of reward incentives for staff who display high ethical and professional standards.
• F. Induction and on-going staff training on ZYX's Code of Conduct and ethical and professional principles.

DDD is a company which publishes paper-based books. In the last 10 years DDD has seen a steady decline in its sales. Last month, one of its major customers, a large chain of high street bookshops announced that it would be closing as a result in declining sales in the paper-based book market. The Board of DDD has therefore announced that in order to survive, it must re-focus the business upon the developement of electronic books, which will require a significant investment in new technology and staff training. However, some staff will be made redundant as part of this process. The Board of DDD has stated that it will reward staff who actively embrace the change process.
Which of the activities below would occur within the 'Unfreeze', 'Change' or 'Refreeze' stage of Lewin's three-stage model?

Select the MOST appropriate leadership style to manage each change situation outlined below.

CCC is a small business which manufactures and sells bicycles. Its most popular product is the standard road bike, brand named the 'Easy Rider'. CCC offers customers a limited degree of choice in terms of product specification for the Easy Rider bicycle. CCC manufactures and sells 1,000 Easy Rider bicycles each year. The average retail price of an Easy Rider bicycle is $500.
As a result of the recent rise in popularity of cycling in its home country, last year CCC launched a new bicycle, brand named the 'Pro Rider'. This bicycle is aimed at the more serious cyclists who take part in competitions and road races. CCC offers Pro Rider customers a wide choice of specifications and accessories and uses the highest quality of materials in its manufacturing process. A Pro Rider bicycle retails for an average price of $6,000. In its first year, CCC sold 150 Pro Rider bicycles.
CCC's business is generated mainly from word of mouth recommendations, repeat business and from customer visits to its small chain of shops. It aims to increase its market share for both brands within the next 5 years.
Competition is high, with a number of large national bicycle manufacturers in the market.
Which TWO of the following are critical success factors (CSF's) for CCC?

• A. Repeat business levels
• B. Brand awareness
• C. Market share growth
• D. Manufacturing excellence

Which THREE of the following statements are valid when considering setting and developing objectives for Not For Profit Organisations (NFPOs)?

• A. The objective setting exercise must balance the interests and concerns of all stakeholders, which may result in the NFP organisations setting a range of differing objectives.
• B. Objectives will not be based on profit achievement but rather on achieving a particular response from various stakeholders.
• C. In setting these objectives NFP organisations will never consult or seek wider participation from other interested groups
• D. ln NFP organisations efficiency and effectiveness are very important, but there is a risk efficiency becomes more important than service effectiveness
• E. NFP organisations use an approach based upon the three E's of efficiency, effectiveness and environment to set objectives