EXCELCENTRE LEARNING INSTITUTE 0846244729
PU E
SHI
NG Y L E NC
OU TO THE GATE OF EXC EL
Education is the most powerful weapon which you can use to change the world
,EXCELCENTRE LEARNING INSTITUTE 0846244729
WARNING: PLEASE NOTE THAT PLAGIARISM IS A SERIOUS ACADEMIC
OFFENSE, therefore students must use this document ONLY as a guideline. Hence
students have regenerated their own (personalized) solutions paying particular
attention to module contents as prescribed by module facilitators, lecturers and
supervisors. This document’s purpose is to compact all sources of information that
might be relevant to students’ assignments, hence additional knowledge on the
provided information is not restricted by the authors. However, submitting this
document as one’s final work is considered unethical, and students should be
penalized. If this document is plagiarized by the users and fails, EXCELCENTRE
should not be rendered accountable since the contents in this document only give
learners a kick-start on what is expected of them from their areas of
specialty.CAUTION: STUDENTS ARE NOT MANDATED TO USE EVERY DETAIL IN
THIS DOCUMENT IN WRITING THEIR ASSIGNMENT
Question 1[42 marks]
1.1. By globalising, organisations considerably change their physical
environment, the task environment, and the social environment. Explain the
social environment of a globalising organisation. (2)
The social environment of an organisation that is globalising refers to cultural variables
like language, business culture, consumer preferences, and style of communication.
These variables complicate operations and influence the reception and administration
of quality in various countries.
1.2. Describe the difference between prevention, appraisal, and failure (PAF)
costs. (3)
The PAF paradigm groups costs associated with quality into three groups based on
when and why they occur:
Prevention costs are invested prior to manufacturing, to avoid defects from arising
such training, quality planning, and system audits.
Appraisal costs occur during manufacturing, to locate defects such as inspections,
product testing, and quality reviews.
Education is the most powerful weapon which you can use to change the world
, EXCELCENTRE LEARNING INSTITUTE 0846244729
Failure costs occur after a defect has occurred. These are:
Internal failure costs (such as rework, scrap) occur before delivery.
Failure cost external (such as warranties, complaints) that takes place after the
delivery of the product to the customer.
The key difference is when the cost occurs and whether it is a consequence of
prevention, detection, or correction.
1.3. Leadership is the process by which a leader influences a group to move
towards the attainment of superordinate goals. For followers to have power,
leadership must share its power. Briefly explain the various forms of this power.
(5)
Leadership refers to a process of leading a group towards achieving superordinate
goals objectives that benefit the group collectively rather than individuals. Leadership
is effective only if power is delegated to the followers. There are five forms of power
that this power manifests in. Expert power is based on specialized knowledge or
perceived expertise by a leader, which earns him or her influence and trust in a specific
field. Second, reward power is the capability of a leader to give rewards such as
promotions, bonuses, or praise for desirable behavior. Third, coercive power is
founded on the capability to punish disobedience, but its excessive use will be
demotivating. Fourth, referent power comes from the leader's own qualities such as
charisma or likability that inspire admiration and willing followership. Finally, legitimate
power stems from formal authority that is associated with occupying a position within
the organisation and granting the leader the authority to make requests that
subordinate staff must obey. These various forms of power together empower leaders
to effectively drive and motivate their teams.
1.4. A guarantee takes into account customer rights and promotes the
confidence about the purchase of the product. Discuss the conditions that a
guarantee should adhere to. (5)
A guarantee is a key component of customer service and relationship management. It
explains the rights of the customer and brings trust to the purchasing process.
Education is the most powerful weapon which you can use to change the world
PU E
SHI
NG Y L E NC
OU TO THE GATE OF EXC EL
Education is the most powerful weapon which you can use to change the world
,EXCELCENTRE LEARNING INSTITUTE 0846244729
WARNING: PLEASE NOTE THAT PLAGIARISM IS A SERIOUS ACADEMIC
OFFENSE, therefore students must use this document ONLY as a guideline. Hence
students have regenerated their own (personalized) solutions paying particular
attention to module contents as prescribed by module facilitators, lecturers and
supervisors. This document’s purpose is to compact all sources of information that
might be relevant to students’ assignments, hence additional knowledge on the
provided information is not restricted by the authors. However, submitting this
document as one’s final work is considered unethical, and students should be
penalized. If this document is plagiarized by the users and fails, EXCELCENTRE
should not be rendered accountable since the contents in this document only give
learners a kick-start on what is expected of them from their areas of
specialty.CAUTION: STUDENTS ARE NOT MANDATED TO USE EVERY DETAIL IN
THIS DOCUMENT IN WRITING THEIR ASSIGNMENT
Question 1[42 marks]
1.1. By globalising, organisations considerably change their physical
environment, the task environment, and the social environment. Explain the
social environment of a globalising organisation. (2)
The social environment of an organisation that is globalising refers to cultural variables
like language, business culture, consumer preferences, and style of communication.
These variables complicate operations and influence the reception and administration
of quality in various countries.
1.2. Describe the difference between prevention, appraisal, and failure (PAF)
costs. (3)
The PAF paradigm groups costs associated with quality into three groups based on
when and why they occur:
Prevention costs are invested prior to manufacturing, to avoid defects from arising
such training, quality planning, and system audits.
Appraisal costs occur during manufacturing, to locate defects such as inspections,
product testing, and quality reviews.
Education is the most powerful weapon which you can use to change the world
, EXCELCENTRE LEARNING INSTITUTE 0846244729
Failure costs occur after a defect has occurred. These are:
Internal failure costs (such as rework, scrap) occur before delivery.
Failure cost external (such as warranties, complaints) that takes place after the
delivery of the product to the customer.
The key difference is when the cost occurs and whether it is a consequence of
prevention, detection, or correction.
1.3. Leadership is the process by which a leader influences a group to move
towards the attainment of superordinate goals. For followers to have power,
leadership must share its power. Briefly explain the various forms of this power.
(5)
Leadership refers to a process of leading a group towards achieving superordinate
goals objectives that benefit the group collectively rather than individuals. Leadership
is effective only if power is delegated to the followers. There are five forms of power
that this power manifests in. Expert power is based on specialized knowledge or
perceived expertise by a leader, which earns him or her influence and trust in a specific
field. Second, reward power is the capability of a leader to give rewards such as
promotions, bonuses, or praise for desirable behavior. Third, coercive power is
founded on the capability to punish disobedience, but its excessive use will be
demotivating. Fourth, referent power comes from the leader's own qualities such as
charisma or likability that inspire admiration and willing followership. Finally, legitimate
power stems from formal authority that is associated with occupying a position within
the organisation and granting the leader the authority to make requests that
subordinate staff must obey. These various forms of power together empower leaders
to effectively drive and motivate their teams.
1.4. A guarantee takes into account customer rights and promotes the
confidence about the purchase of the product. Discuss the conditions that a
guarantee should adhere to. (5)
A guarantee is a key component of customer service and relationship management. It
explains the rights of the customer and brings trust to the purchasing process.
Education is the most powerful weapon which you can use to change the world
