MNO2609 Assignment 4 (DETAILED ANSWERS) Semester 2 2024 - DISTINCTION GUARANTEED

MNO2609 Assignment 4 (DETAILED ANSWERS) Semester 2 2024 - DISTINCTION GUARANTEED - DISTINCTION GUARANTEED - DISTINCTION GUARANTEED Answers, guidelines, workings and references .... 1. Quality starts with understanding customer needs and ends when those needs are satisfied. In view of this statement, which statement is true explains quality? A. Quality is getting things wrong first but getting them right the second time. B Quality is doing thing through trial and error. C. The total features and characteristics of a product or service that bear on it ability to satisfy stated or implied needs. D. It is Japanese attitude towards a product or service. 2. A development of quality concept regarding customer and their satisfaction results in customer loyalty. Research shows that focus on customer loyalty can provide several commercial advantages. Which one is the result of the above statement? A. Many of our customers rely on our products. B. The longer the relationship with the customer, the higher the profitability. C. There is always a second chance if we cannot get it right the first time. D. If you try things out, and not get things right the first time, keep trying till you get it right. 3. There are various techniques that can be used to assess customer satisfaction. Which technique can be considered below one is most appropriate? A. Panel or focus group B. Training of personnel in the field. C. The sustainability of the distribution and customer -service process. D. Evidence of organisation is capable of meeting customer requirement. 4 A sound quality policy together with organisation and facility to put into effect is fundamental. Which idea can be set out? A. Identify the end customer needs. B. What is being done to motivate and train employees? C. What are the dominant values adopted by the firm? D. Is the standard of management adequate to ensure that quality is given proper attention? 5. The vehicle for excellence in leadership is which statement? A. Recognizing customers and discovering their needs. B. Be involved with customers and stakeholders. C. Ensure customer (external and internal) needs are understood D. Customer behavior based on interaction with the organization. 6. The culture of an organization is formed by several components. Which one is part of the components? A. Dominant values adopted by the organization. B. Direction through leadership. C. Establish the results the organization wants to achieve. D. Establish and drive the strategy. 7. Clearly defined and properly communicated beliefs and objectives can be summarised by which statement? A. The Company will concentrate on its customers and suppliers, both external and internal. B. The performance of our competitors will be communicated to all relevant units. C. Important suppliers and partners will be closely involved in our quality policy. D. The definition of the business, e.g. the needs that are satisfied or the beliefs provided. 8. The mission statement is stated below all the statement below except which one? A. An expression of the aspirations of the organization. B. Financial and non-financial performance. C. Define and agree to KPIs and associated targets. D. Strategic drive to recruit more knowledgeable personnel and resources. 9. The mission and the critical success factor (CSF) are to the “what” question of the organization which must be supported by key performance indicators (KPI). In view of the statement, The task of a sponsor within the critical success factor (CSF). The task of the sponsor is which of the statement? A. Develop clear and effective strategy and supporting plans for achieving the vision. B. Evaluate – the situation and define the objectives. C. Recognise customers and discovering their needs. D. Monitor and report progress towards achieving the CSF and KPI’’s 10. If design is taking care of all aspects of customer requirements, including cost production, The design must take place in all aspect of? A. Identifying needs. B. Control the various stages. C. Check that design aspects have completed. D. Estimate the level of resources needed. 11. For organizations which have not carried out benchmarking before, it may be useful initially to carry out a simple self-assessment of readiness in terms of listed questions below, except which one? A. How well processes are understood? B. Change the perspective of the executives and managers. C. Compare business practices and process. D. Create an improved goal and practices for the organisation. 12. The benefits of benchmarking can include which one below? A. Creating a better understanding of the current position. B. Customer continually demand better quality, lower prices, shorter lead times. C. Correct and on time delivery. D. Speed of response or new product development. 13. The benchmarking methodology includes which one of the listed items below? A. Plan, collect, analyse, adapt, and review. B. Defining and mapping the stakeholder groupings. C. Analysing and prioritizing these groupings D. Researching the key players in the most important groupings. 14. Element of successful stakeholder management include which item? A. Defining and mapping the stakeholder groupings. B. Monitoring the result/improvement of stakeholders C. Identifying future opportunities with stakeholders D. Sharing experience with stakeholder. 15. When benchmarking, it is important to target the change wisely and the number of key questions need to be answered. Which question is not part of the rest of the questions? A. Do we fully understand the scale of change? B. Is there a need to undertake the change? C. Do we resource to undertake the change? D. Do have the right skills available to undertake the change? 16. In managing the flow process, decomposing the structure into sub-processes is the beginning. Several questions may be useful to ascertain or ensured, except which one? A. Is the process flow fully understood? B. will you develop and manage Human capital? C. Will you manage Information Technology? D. Will you manage Financial Resources? 17. Flow process may involve for steps except which one? A. Original process procedure B. Draw a flowchart of existing process C. Draw a second chart of the flow the process could follow. D. Compare the two to highlight the change necessary. 18. The seven clauses that form IOS 9001:2015. Which ones are not form part? A. Management responsibility B. Make sure no one uses a poor-quality product C. Determine what do to with poor quality product. D. Context of the organization. 19. In the operation of any process, a useful guide is which one? A. No process without data collection (measurement). B. ISO 9000:2005, Quality management system C. Customer focus. D. The ability to consistently provide product and service that meet customer requirements. 20. Planning: Which is the action to address risk and opportunity among others? A. Provide assurance that the quality Management system (QMS) can deliver the requirements identified. B. The quality policy C. Definition of quality management system. D. Description of the interaction and the process of quality management system. [20] QUESTION 2 2.1 Explain quality management principles that you have learned. (4) 2.2 Change organization can content with include: Mention any five of six guidelines (10) 2.3 The leaders (executives) should express values and beliefs through a clear vision of what their company wants to be and its purpose. Outline what the beliefs and objectives should address. (5) 2.4 Develop a benchmarking methodology. (6) [25] QUESTION 3 3.1 Provide an overview of how you understand the culture of any business. (2) 3.2 Organisations with impressive customer service scores, for instance, subscribe to the importance of employees' empowerment. Explain what they do to encourage employees. (8) 3.3 Change in any organisation is the issue that management needs to contend with. Change will continue to be with us for a long time. Within the context of Total Quality Management, advise the organisation that intends to embark on changing how they could manage it. (Mention any five guidelines.) (5) 3.4 Summarise the applications of Six Sigma. (6) 3.5 Explain what you regard as quality either of service or product. (4) [25] QUESTION 4 4.1 In operationalising process management for awarding winning companies for best practices, how would you use the methods you have studied to outline the criteria? (3) 4.2 Describe any three (3) factors that can be used in overcoming resistance to change regarding implementing TQM. (6) 4.3 Briefly outline HR process regarding (selection & recruitment, skill competency, appraisal and employee reward, recognition & benefits).