MNO2602 LATEST EXAM
PACK 2025
QUESTIONS AND
ANSWERS
For assistance contact
Email:
, lOMoARcPSD|31863004
CONTENTS
1 Introduction ..................................................................................................................... 3
2 Detailed solutions and feedback to assignments ........................................................ 3
2.1 Solution to Assignment 01 ......................................................................................... 3
2.2 Solution to Assignment 02 ........................................................................................ 14
2.3 Solution to Assignment 03 (self-assessment)........................................................... 30
3 Examination paper ........................................................................................................ 67
4 Conclusion ..................................................................................................................... 67
2
, lOMoARcPSD|31863004
MNO2602/201
1 Introduction
This tutorial letter contains detailed solutions and feedback for all assignments for the second
semester of 2017. It also provides useful comments and details about the examination paper
which you will be writing in October/November this year.
2 Detailed solutions and feedback to assignments
There were three assignments for the second semester of 2017. Assignment 01 and
Assignment 02 were compulsory, while Assignment 03 was for self-assessment purposes. We
provide here the detailed solutions and feedback to each assignment. Please let us know if you
have any questions or enquiries about these solutions, or perhaps an answer in particular.
References to the prescribed book is also included, and we encourage you to make use of it to
sharpen up your knowledge and understanding of that part of the syllabus. We have done our
best to explain each answer as clearly and in as much detail as possible, and trust that you will
make efficient use of these solutions when preparing for the examination paper.
2.1 Solution to Assignment 01
Assignment 01 consisted of 20 multiple-choice questions, which covered topic 1 (study units 1
to 3) and topic 2 (study units 4 to 9). You had to select the correct option from five given
alternatives. All the questions were of equal value and counted one mark each.
Question 1
Which three of the following statements are correct?
a) A user-based definition of quality means that if the customer is satisfied, the product has
good quality.
b) Pleasantness and tangibles are not dimensions of service quality.
c) Supply chain management grew out of the value chain. The value chain includes inbound
logistics, core processes and outbound logistics.
d) The trend known “relationship management” means that marketing has directed its attention
to improving communication between the customer and the supplier.
e) The acronym DMAIC stands for define, measure, analyse, improve and control, and
represents the steps in six sigma.
1 a, c, e
2 a, b, c
3 c, d, e
4 b, c, d
5 a, d, e
See study unit 1; p. 27, 30, 31, 32, 37 in the prescribed book.
3
, lOMoARcPSD|31863004
Alternative 1 is correct because option (a), (c) and (e) are all correct.
Alternative (b) is incorrect because pleasantness and tangibles are dimensions of service
quality. Other dimensions of service quality include reliability, responsiveness, assurance,
empathy, availability, professionalism, timeliness and completeness.
Option (d) is also incorrect because the trend “relationship management” means that attention is
directed toward satisfying the customer and delivering value to the customer. More firms are
focussing on relationship management because satisfied customers will eventually generate
more sales and profit.
Question 2
Which one of the following is not one of Garvin's eight quality dimensions?
1 Reliability
2 Performance
3 Conformance
4 Aesthetics
5 Efficiency
See study unit 1; p. 28 in the prescribed book.
Alternative 5 is correct as Garvin’s 8 principles relate to performance, features, reliability,
conformance, aesthetics, durability, serviceability and perceived quality.
Question 3
Which three of the following statements are incorrect?
a) There are many variables that build the framework for a quality management theory. Quality
management begins with strategic planning and team building.
b) Although Deming (Foster: 2015) is best known for his emphasis on the management of a
system for improving quality, his thinking was based on teamwork and leadership for
continual improvement.
c) Juran (Foster: 2015) identifies three basic processes that are essential to manage to improve
quality. The three aspects of this trilogy are planning, control and evaluation.
d) Ishikawa’s (Foster: 2015) quality philosophy were synthesised into 11 points. One of those
points is that the ideal state of quality control is when inspection is no longer necessary.
e) Crosby (Foster: 2015) specified a quality improvement programme consisting of 14 steps.
One of those steps is to encourage individuals to establish improvement goals for themselves
and their groups.
1 a, b, c
2 b, c, d
3 a, b, e
4 c, d, e
5 b, d, e
4
PACK 2025
QUESTIONS AND
ANSWERS
For assistance contact
Email:
, lOMoARcPSD|31863004
CONTENTS
1 Introduction ..................................................................................................................... 3
2 Detailed solutions and feedback to assignments ........................................................ 3
2.1 Solution to Assignment 01 ......................................................................................... 3
2.2 Solution to Assignment 02 ........................................................................................ 14
2.3 Solution to Assignment 03 (self-assessment)........................................................... 30
3 Examination paper ........................................................................................................ 67
4 Conclusion ..................................................................................................................... 67
2
, lOMoARcPSD|31863004
MNO2602/201
1 Introduction
This tutorial letter contains detailed solutions and feedback for all assignments for the second
semester of 2017. It also provides useful comments and details about the examination paper
which you will be writing in October/November this year.
2 Detailed solutions and feedback to assignments
There were three assignments for the second semester of 2017. Assignment 01 and
Assignment 02 were compulsory, while Assignment 03 was for self-assessment purposes. We
provide here the detailed solutions and feedback to each assignment. Please let us know if you
have any questions or enquiries about these solutions, or perhaps an answer in particular.
References to the prescribed book is also included, and we encourage you to make use of it to
sharpen up your knowledge and understanding of that part of the syllabus. We have done our
best to explain each answer as clearly and in as much detail as possible, and trust that you will
make efficient use of these solutions when preparing for the examination paper.
2.1 Solution to Assignment 01
Assignment 01 consisted of 20 multiple-choice questions, which covered topic 1 (study units 1
to 3) and topic 2 (study units 4 to 9). You had to select the correct option from five given
alternatives. All the questions were of equal value and counted one mark each.
Question 1
Which three of the following statements are correct?
a) A user-based definition of quality means that if the customer is satisfied, the product has
good quality.
b) Pleasantness and tangibles are not dimensions of service quality.
c) Supply chain management grew out of the value chain. The value chain includes inbound
logistics, core processes and outbound logistics.
d) The trend known “relationship management” means that marketing has directed its attention
to improving communication between the customer and the supplier.
e) The acronym DMAIC stands for define, measure, analyse, improve and control, and
represents the steps in six sigma.
1 a, c, e
2 a, b, c
3 c, d, e
4 b, c, d
5 a, d, e
See study unit 1; p. 27, 30, 31, 32, 37 in the prescribed book.
3
, lOMoARcPSD|31863004
Alternative 1 is correct because option (a), (c) and (e) are all correct.
Alternative (b) is incorrect because pleasantness and tangibles are dimensions of service
quality. Other dimensions of service quality include reliability, responsiveness, assurance,
empathy, availability, professionalism, timeliness and completeness.
Option (d) is also incorrect because the trend “relationship management” means that attention is
directed toward satisfying the customer and delivering value to the customer. More firms are
focussing on relationship management because satisfied customers will eventually generate
more sales and profit.
Question 2
Which one of the following is not one of Garvin's eight quality dimensions?
1 Reliability
2 Performance
3 Conformance
4 Aesthetics
5 Efficiency
See study unit 1; p. 28 in the prescribed book.
Alternative 5 is correct as Garvin’s 8 principles relate to performance, features, reliability,
conformance, aesthetics, durability, serviceability and perceived quality.
Question 3
Which three of the following statements are incorrect?
a) There are many variables that build the framework for a quality management theory. Quality
management begins with strategic planning and team building.
b) Although Deming (Foster: 2015) is best known for his emphasis on the management of a
system for improving quality, his thinking was based on teamwork and leadership for
continual improvement.
c) Juran (Foster: 2015) identifies three basic processes that are essential to manage to improve
quality. The three aspects of this trilogy are planning, control and evaluation.
d) Ishikawa’s (Foster: 2015) quality philosophy were synthesised into 11 points. One of those
points is that the ideal state of quality control is when inspection is no longer necessary.
e) Crosby (Foster: 2015) specified a quality improvement programme consisting of 14 steps.
One of those steps is to encourage individuals to establish improvement goals for themselves
and their groups.
1 a, b, c
2 b, c, d
3 a, b, e
4 c, d, e
5 b, d, e
4
