Customer Service and Operating Procedures – November 2019 Past Papers KNEC Diploma

Past Examination Question Paper – KNEC

This Past Paper examination was examined by the Kenya National Examination Council (KNEC) and it applies to the following courses

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THE KENYA NATIONAL EXAMINATIONS COUNCIL

DIPLOMA IN PETROLEUM MANAGEMENT

MODULE II

CUSTOMER SERVICE AND OPERATING PROCEDURES

1. (a) The management of Jujo Petroleum depot has received numerous complaints about the manner in which staff have been handling customers. Explain five measures that the management may take to minimize such complaints. (10 marks)
(b) Outline five reasons that make it necessary for a newly established petrol station to develop a standard operating procedures manual. (10 marks)

2. (a) Explain five safety precautions that should be observed at a petrol station when unloading petroleum products using a pump generator. (10 marks)
(b) A certain petrol station has not been taking meter reconciliation in its operations.
Outline five negative consequences to the station for this omission. (10 marks)

3. (a) Explain five factors that may lead to an accumulation of customer back orders at a petroleum depot. (10 marks)
(b) Outline five needs of shareholders that should be fulfilled through the operations of a petrol station. (10 marks)

4. (a) A petroleum depot has failed to equitably schedule customer orders in the recent past.
Explain five disadvantages of this practice to the depot. (10 marks)
(b) Explain five ways in which a sea terminal manager may pose safety risks to a ship seeking clearance to berth at the terminal. (10 marks)

5. (a) Outline five roles that the Ministry of Energy and Petroleum is expected to play in the process of importing petroleum products in the country. (10 marks)
(b) An oil truck scheduled to load products at a petroleum depot has been denied access into the depot by an in-gate guard. Outline five reasons that may have led to this action by the guard. (10 marks)

6. (a) Outline five arrangements that the management of a marine depot should make to facilitate the release of products to a customer. (10 marks)
(b) The management of Lima Petrol Station failed to report on a safety incident that occurred at the station. Explain five sanctions from the regulatory authority that the management may face due to this omission. (10 marks)

7. (a) Outline six preparations that the management of a port should make in order to effectively handle a petroleum tanker intending to dock at the port. (10 marks)
(b) Outline four reasons that may make it necessary for a petroleum company to formulate an alcohol and drugs policy for its operations. (10 marks)



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