August 5, 2024

INSTRUCTIONS TO THE CANDIDATES You have THREE (3) hours to answer all the questions. Marks for each question are indicated in the brackets. The paper consists of THREE sections: A, B and C. Attempt questions in each section as per instructions given in the section. You are provided with a separate answer booklet. Do not write on the question paper This paper consists of eight (8) printed pages Candidates should check the question paper to ascertain that all the pages are printed as indicated and that no questions are missing.   SECTION A: (20 MARKS) Answer all questions in this section in the answer booklet provided. Each question carries one (1) mark. 1. What does CRM mean in marketing? A. Customer Relationship Marketing B. Customer Relationship Management C. Customer Random Management D. Communication Relationship Management 2. A Call Center is defined as—————————. A. The midpoint in duration of a telephone call B. A revenue office C. An office equipped to handle a large volume of telephone calls for an organization especially for taking orders or for providing customer service. D. An office equipped to handle a large volume of data 3. Which one of the following is not an element of customer service? A. Professionalism B. Patience C. “people-first” attitude D. Practice 4. A satisfied customer is likely to become a _____________customer. A. Loyal B. Royal C. Grateful D. Trusted 5. Which of the following is a stage in new product adoption? A. Idea generation B. Product design C. Introduction D. Test marketing 6. Which of the following is a free online survey tool used in customer satisfaction data collection? A. Google sheet B. Survey monkey C. Google slides D. Excel sheets 7. One of the reasons why customers may complain is—————. A. Something for nothing B. To be heard and have their experience validated C. To vent for the sport of it D. To be made majority shareholders in the company 8. The acronym SWOT as used in business means. A. Suppliers, Walk-ins, Organisations, Traders B. Strengths, Weaknesses, Opportunities, Threats C. Silos, Warehouses, Online, Trade D. Suppliers, Weaknesses, Overall, Trade 9. Which of the following is a tool for analyzing data collected from customers? A. QuickBooks B. Sage C. SPSS D. AutoCAD 10. Customer Service staff are trained to deliver excellent customer service. What is the purpose of this? A. To ensure seasonal promotions B. To improve relationships with suppliers C. To improve competitor reputation D. To provide satisfaction to those purchasing products 11. ________ lets a company have a clear picture of the number of customers who use of its brand in comparison with competitors. A. Market share B. Brand share C. Product share D. Customer share 12. Consumer buying behaviour is influenced by———————-. A. Cultural and social factors B. Personal factors C. Both A and B D. None of the above 13. Which one of the following is not a component of Customer Relationship Management (CRM) software? A. Marketing Automation. B. Stock Control C. Sales Force Automation. D. Customer Service Solutions. 14. ___________ is the study of individuals, groups, or organizations and all the activities associated with the purchase, use and disposal of goods and services. A. Sales behaviour B. Consumer behaviour C. Purchase behaviour D. None of the above 15. Which of the following technology has had a major impact on customer experience management? A. Social media B. Tablets C. Smart phones D. All of the above 16. Which of the following is not a disadvantage of social media use for a business? A. Some investment may be required. B. Bad Publicity. C. Doing market research D. Problems will be more visible. 17. In organisations, quality monitoring for products is done by which department? A. Procurement B. Quality assurance C. Production D. Finance 18. Which of the following is not an intellectual property right? A. Copyright B. Patent C. Trade niche D. Trade mark 19. A business can maintain a new customer through the following strategies except? A. Enrolling them for a loyalty program B. Giving them patent rights C. Offering them discounted prices D. Giving them customised products 20. A food retailer decides to offer home delivery for shopping bought over the internet. What is the most likely reason for this decision? A. to match what competition offers B. to reduce prices to customers C. to enable the retailer to charge for deliveries D. to reduce the number of customers using the store SECTION B: (40 MARKS) Answer All Questions. Marks are indicated in brackets. 21. Define customer service training. (2 marks) 22. State three benefits of using customer relations management (CRM) in an organization. (3 marks) 23. Customer satisfaction is defined as a measurement that determines how happy customers are with a company’s products, services, and capabilities. Outline three techniques used to measure customer satisfaction. (3 marks) 24. A report is a document that presents information in an organized format for a specific audience and purpose. Give three methods used to disseminate customer satisfaction reports. (3marks) 25. Most organizations have a champion team when introducing a new product. Give three reasons why this is necessary. (3 marks) 26. Differentiate between On-premise Customer Relations Management and Cloud Customer Relations Management. (2 marks) 27. Identify three soft skills that customer-relations managers should possess. (3 marks) 28. List three quality management systems that organizations can adopt to improve on their products. (3 marks) 29. It is advisable to pilot a new product before full launch. State three benefits that may be derived from piloting a new product. (3 marks) 30. The Kenya Bureau of Standards is mandated to conduct quality assurance on products either manufactured in Kenya or imported. Outline four challenges its likely to encounter as it executes it mandate. (4 marks) 31. Intellectual property to a great extent requires secrecy before the rights are officially granted. Highlight three precautions that an organization may take to prevent the leakage of its secrets to competitors. (3 marks) 32. Give two strategies that a company can use

INSTRUCTIONS TO CANDIDATE You have THREE (3) hours to answer all the questions. Marks for each question are as indicated in the brackets The paper consists of THREE sections: A, B and C. Do not write on the question paper This paper consists of SEVEN (7) printed pages. Candidates should check the question paper to ascertain that all pages are printed as indicated and that no questions are missing. SECTION A: (20 MARKS) In this section, each question carries one (1) mark. Attempt all questions in this section. Choose the correct answer and write it in the answer booklet provided. 1. A human resource manager aims to————–in an organization A. Match employee skills to the strategic decisions of the business B. Improve communications with clients C. Develop supply chains D. Monitor customer behaviour 2. Which of the following is NOT a measure normally used to evaluate human resources’ performance? A. The delivery time of goods to customers B. Increased labour productivity C. Reduced labour turnover D. Reduced absenteeism 3. Why would a HR manager monitor probable labour requirements of rivals? A. To allow for voluntary redundancies B. To let government, have details on labour turnover C. To note what labour requirements might be needed by competitors and therefore affect the labour pool available to us D. To note natural wastage 4. Which of the following is a type of perception? A. visual B. Auditory C. Olfactory D. All of the above 5. Which of the following is NOT a formal work group in an organization? A. Command group B. Task group C. Interest group D. Friendship group 6. Which of the following is a feature of internal training? A. It takes place in a local college of education B. It features regular visits to a staff training college C. The training of individuals by current staff D. The use of manuals to assist staff 7. Which of the following is an indicator of a successful training programme? A. Greater awareness of market trends amongst customers B. Improved staff morale C. More direct selling of products D. An increase in the tax liability of the business 8. Who is the person responsible for accomplishing an organization’s goals by managing the efforts of the employees? A. Manager B. Entrepreneur C. Generalist D. Marketer 9. Report writing should always be done in————- A. Passive voice B. Direct speech C. Active voice D. All of the above 10. Which function of the management process requires a manager to establish goals and standards and to develop rules and procedures? A. Planning B. Organizing C. Staffing D. Leading 11. Claire spends most of her time at work establishing goals for her staff of fifty employees and developing procedures for various tasks. In which function of the management process does Claire spend most of her time? A. Leading B. Controlling C. Organizing D. Coordinating 12. Which of the following is not a factor contributing to group cohesiveness A. Disparity in attitude and values B. Status C. Management behaviour D. Previous success 13. Which of the following is a theory of motivation? A. Behavioral Theory B. Traits Theory C. Contingency Theory D. Maslow’s Theory 14. The following are challenges that may be faced by a human resource manager, except? A. Waste time with useless interviews B. Hire the wrong person C. Have your own people not to do job D. Experience low turnover 15. Which of the following is the correct definition of line authority? A. Management over a small staff in a public firm B. Management with flexible decision-making powers C. A manager’s right to advise other managers or employees D. A manager’s right to issue orders to other managers or employees 16. ____________consists of the learning opportunities designed to help employees to grow. A. Training B. Development C. Banking operations D. None of the above 17. What may cause employees’ grievances in an organization? A. Discrimination, lost opportunity, injustice done to employees B. Harmony, mutual trust and understanding C. Reasonable charter of demands D. Employees’ involvement in decision making 18. Which of the following is an internal source of change? A. Employee attitude B. Political factors C. Social D. Competition 19. Which is not an advantage of incentive-based compensations? A. Incentives are important for inducement and motivation of workers for higher efficiency and greater output B. Tendency to bypass quality in pursuit of increased output for higher incentives C. Increase in employee earnings, results in enhanced standard of living of employees D. Productivity increases and production capacity too, with reduced supervision 20. Which of the following is a reason for rewarding employees? A. Efficiency B. Seniority C. Physical fitness D. Retention SECTION B: (40 MARKS) Attempt all questions from this section. 21. Describe the steps followed in policy formulation. (5marks) 22. Propose five advantages of internal recruitment. (5marks) 23. State five methods of implementing change. (5marks) 24. Highlight five hygiene factors as proposed by Herzberg in his Two Factor Theory. (5marks) 25. Outline five methods of carrying out employees’ performance appraisal. (5marks) 26. Identify five elements of organization culture. (5marks) 27. Highlight five strategies that can be used by an organization to build an effective team. (5marks) 28. Propose five challenges that an organization may face from operating without effective human resource policies. (5marks) SECTION C: (40 MARKS) Attempt any TWO questions from this section. 29. a) The Staff Performance Appraisal System is a critical component of the overall human resource management function in the public service. Explain any five limitations of performance appraisal. (10 marks) b) Motivation refers to external and internal factors that influence employees to perform a particular task or job well. Explain five benefits of staff motivation in an organization. (10 marks) 30. a) Strategic human resource management is an approach to people management and development that supports long-term performance goals with an overall framework. Explain five objectives of this approach (10 marks) b) Explain five measures required for making workers participation in management successful (10 marks) 31. a) Discuss five

INSTRUCTIONS TO CANDIDATES Maximum marks for each question is indicated in brackets ( ) This paper consists of TWO sections: A and B. Answer questions as per instructions in each section. You are provided with a separate answer booklet This paper consists of THREE (3) printed pages Candidates should check the question paper to ascertain that all the pages are printed as indicated and that no questions are missing SECTION A (40 Marks) In this section, you are required to provide short responses in the answer sheets provided 1. Identify the four models used in system development life cycle (4 Marks) 2. Outline four types of systems used in system analysis and design. (4 Marks) 3. Explain the four types of system testing (4 Marks) 4. What are the seven major activities that must be done during the design phase (4 Marks) 5. Identify any four project-planning phase activities that are required to get the project organized. (4 Marks) 6. Identify two techniques used in data modeling. (4 Marks) 7. What are the roles of a system analyst in project development life cycle (4 Marks) 8. Outline any four advantages of project feasibility analysis (4 Marks) 9. What are the four key components of information systems? (4 Marks) 10. In order to best support user’s IT needs, IT professionals need to understand the company’s business operations. What process might a system analyst use to accomplish this? (4 Marks)   SECTION B (60 MARKS) In this section, you are required to Attempt THREE Questions in the answer sheets provided. 11. A purchasing department receives a purchase requisition from the stores. The requisition is checked and an invalid requisition is returned to the stores for corrections. An order is made out using a file of approved suppliers and sent to the appropriate supplier who then files a copy of the order and the requisition. When the goods are received, the invoice is compared with the filed order; an invalid invoice is returned to the supplier while a valid invoice are passed to the accounts department for payment. Using this scenario, draw a level 1 DFD (Data Flow Diagram) to explain the case study above. (20 Marks) 12. a) Discuss any five components of a DSS (10 marks) b) Discuss Any Five different types of feasibility that can be carried out during feasibility study (10 Marks) 13. Filling is an important aspect of every organization. Identify the various file organization methods that maybe used during the designing of systems. Clearly stating their advantages and disadvantages. (20 Marks) 14. a) Three account balances are stored in a computer memory in a random order. The only information available about them is that all the numbers are different. Develop a decision table for the analysis of the process that will allow the computer to print the name and amount of the customer with the highest balance (8 Marks) b) A company has several departments. Each department has a supervisor and at least one employee. Employees must be assigned to at least one but possibly more departments. At least one employee is assigned to a project but an employee may be on vacation and not assigned to any projects. The important data fields are the names of the departments, projects, supervisors and employees as well as the supervisor and employee number and a unique project number. Draw an ERD for the above (12 Marks

INSTRUCTIONS TO CANDIDATES Maximum marks for each question are indicated in brackets ( ). This paper consists of TWO sections: A and B. Answer questions as per instructions in each section. You are provided with a separate answer booklet. This paper consists of 3 printed pages Candidates should check the question paper to ascertain that all the pages are printed as indicated and that no questions are missing SECTION A (40 MARKS) Answer all questions in this section 1. Assume you are a trainer at Sigalagala national polytechnic standing in front of the trainees, expound four Typographic tools used to create dynamic layout (4 Marks) 2. What are some of the Photoshop and Illustrator transformations used in designing? (3 Marks) 3. When designing a logo for a client; you are likely to use graphic design elements. Deliberate on any four graphic design elements you will use. (4 Marks) 4. Define the term fractals as used in computer graphics (2 Marks) 5. How are images effective in graphics design? Use two reasons to argue your case. (4 Marks) 6. What is motion graphics? (2 Marks) 7. Scale can be subjective or objective. What do the terms objective and subjective scale mean? (2 Marks) 8. What are complementary colours? Use an example to illustrate. (2 Marks) 9. Colour can be described using THREE attributes. Outline these three attributes? (3 Marks) 10. What does CMYK stand for? (2 Marks) 11. How does Complementary colour scheme help in creating a vibrant effect in design (2 Marks) 12. In your opinion what would happen if the design is Functional but not Aesthetic? (2 Marks) 13. How would you compare print media with electronic media while quoting one relevant example for each category? (4 Marks) 14. As a professional designer, what resources apart from general computers would you use? How is each equipment used? (4 Marks) SECTION B (60 MARKS) Attempt any THREE questions in this section. 15. John an ICT Technician in a designing company was consulted by group of trainees on attachment on the Computer hardware and software requirements that they needed for them to install a graphics design application. Discuss the factors that he might have given them. (20 Marks) 16. a) Graphic design can be applied in many areas. Which EIGHT application areas of graphic design would you give? (10 Marks) b) You have been approached to build social media posts to advertise the next career fair at one of the TVET colleges. What FIVE tactics would you use to improve the design of such social media posts? (10 Marks) 17. As a graphical designer at TVET CDACC, you are required to design advertising resources like banners, business cards etc. Which basic design principles would you use in preparing for the advertising resources? (20 Marks) 18. You are working on a marketing campaign for a new brand of juice in Kenya. What design considerations have to be made when choosing images for this campaign? Illustrate your answer with an example. (20 marks)

INSTRUCTIONS TO CANDIDATES Maximum marks for each question are indicated in brackets ( ). This paper consists of TWO sections: A and B. Answer questions as per instructions in each section. You are provided with a separate answer booklet. This paper consists of FIVE (5) printed pages Candidates should check the question paper to ascertain that all pages are printed as Indicated and that no questions are missing SECTION A (40 MARKS) Answer all the questions in this section 1. Define the following terms i) Database schema (1 mark) ii) Database Instance (1 mark) iii) Database Management System (1 mark) iv) Relation (1 mark) 2. Explain FOUR ways in how databases can be classified based on number of sites over which Database is Distributed (4marks) 3. Elaborate any FOUR advantages that database management systems offer in order to overcome the disadvantages of file systems in data storage (4marks) 4. Differentiate between Data Definition Language versus a Data Manipulation Language and use at least one example of each to illustrate your explanation. (4 Marks) 5. Explain the following transaction concept. i. Grant (1 mark) ii. Revoke (1 mark) iii. Commit (1 mark) iv. Rollback (1 mark) (4marks) 6. Explain FOUR benefits of normalizing database containing relations (4marks) 7. Describe any FOUR constraints used in SQL (4marks) 8. Explain FOUR techniques that are used to perform Database Testing. (4marks) 9. Describe the following types of keys as used in database management system i. Primary Key ii. Foreign Key iii. Candidate Key iv. Super Key (4marks) 10. Distinguish between a weak entity and a derived entity as used in Entity Relationship diagram (4marks) SECTION B (60 MARKS) (Answer any THREE (3) questions in this section). QUESTION 11 (20mks) i. A process in a transaction is said to successfully terminate after attaining “acidity”. Describe the ACID properties of a transaction illustrating with examples for each state (8marks) ii. Study the following scenario then attempt the question part that follow:- Mombasa port Authority is a company that maintains first-hand information on the processing and current whereabouts of each shipped goods. It has a computerized system for shipped goods. The shipped goods are recorded into the system by considering their item number which is unique, weight, dimensions, insurance amount, destination, and final delivery date. The shipped goods are keyed in into the computerized system in a single retail center. The retail centers are categorized by their type, uniqueID, and address. Shipped goods are transported to their main destination by the use of Mombasa transportation events (i.e., flights, truck deliveries). The transportation events are characterized by a unique scheduleNumber, a type (e.g, flight, truck), and a deliveryRoute. Create an Entity Relationship diagram that captures this information about the Mombasa Computerized System. Indicate identifiers and cardinality constraints. (12marks) QUESTION 12 (20mks) a) Outline six features of a database management system. (6 marks) i. Distinguish between logical database designer and a physical database designer. (4 marks) ii. Table 2 shows details of furniture stored in a database. Use it to answer the questions that follow. b) Write SQL statements that would; (i) Extract details of items whose item name starts with letter c; (2marks) (ii) Determine the cost of each item and store them in a field named total cost. (2marks) (iii)extract all the details whose item price is greater than 15000 and the item name ends with s; (2marks) (iv)Sort items according to item code in ascending order. (2marks) (v) Delete the item whose item code if f0014 from the table; (2marks) QUESTION 13 (20marks) i. Securing a database aims to achieve the following objectives – Data Confidentiality – Data Integrity – Availability Briefly describe what is meant by each of the above objectives. In each name one security controls that can be applied in Database (9marks) ii. Discuss THREE methods of backups used in database (6marks) iii. Discuss FIVE Properties of a Primary Key (5marks) QUESTION 14 (20marks) i. Describe three cardinalities used in database (6marks) ii. With the aid of a well labelled diagram, discuss the three levels of abstraction in a database (8marks) iii. Discuss any three major components of a database (6marks

INSTRUCTIONS TO CANDIDATES Maximum marks for each question are indicated in brackets ( ). This paper consists of TWO sections: A and B. Answer questions as per instructions in each section. You are provided with a separate answer booklet. This paper consists of 3 printed pages Candidates should check the question paper to ascertain that all the pages are printed as indicated and that no questions are missing SECTION A: (40 MARKS) (Answer all the questions in this section) 1. Define the following terms as used in computer systems. (4 Marks) i) Adapter card ii) Bays 2. Explain the purpose of a power supply hardware component in a computer. (2 Marks) 3. Differentiate between CPU overclocking and throttling (4 Marks) 4. State the purpose of the following in a computer system. (2 Marks) i) CMOS ii) BIOS setup 5. Computer components perform better when kept cool. If the heat is not removed, the computer may run slower or components can be damaged. Explain three ways in which heat is regulated within a computer system. (6 Marks) 6. List any four motherboard form factor. (4 Marks) 7. State the function of the following in a computer system. (3 Marks) i) Operating system ii) RAM iii) Device driver 8. List any four types of drive interface technologies. (4 Marks) 9. State any four reasons why it’s important to update computer systems regularly. (4 Marks) 10. Outline any three possible causes of Overheating of the computer Microprocessor. (3 Marks) 11. List any four diagnostic tools in computer. (4 Marks) SECTION B: (60 MARKS) (Answer any three questions in this section) 12. a) Define monitor resolution (2 Marks) b) Explain briefly any three factors involved in monitor resolution (6 Marks) c) List four technologies that are used in creating images in monitors and projectors. (4 Marks) d) Monitors have controls for adjusting the quality of the image. Explain four common monitor settings. (8 Marks) 13. a) Explain three power protection devices used to protect data and computer equipment. (6 Marks) b) Discuss at least four types of AC power fluctuations that can cause data loss or hardware failure. (8 Marks) c) Outline any six benefits of preventive maintenance. (6 Marks) 14. a) Discuss the troubleshooting process (12 Marks) b) Explain any four disk management tools. (8 Marks) 15. a) Explain the purpose of the following commands in relation to operating system files. (10 Marks) i) Msconfig ii) Regedit iii) Msinfo32 iv) Dxdiag v) Cmd b) Discuss any five measures you would undertake to keep computer systems secure. (10 Marks)