lOMoAR cPSD| 16857960
, lOMoAR cPSD| 16857960
UNIVERSITY EXAMINATIONS
MNO2602
MAY/ JUN 2025
Quality Management and Techniques
Duration: 4 Hours 70 Marks
EXAMINERS:
FIRST: MR FJ HAMMANN
SECOND: DR R DIRKSE VAN SCHALKWYK
Name: Salvarani Perumal
Student No: 67573126
SECTION A
This section must be answered by ALL candidates. Please answer ALL TEN multiple choice questions
from Section A. Select only ONE option and write down the corresponding number.
Question 1 [10]
1.1 Which one of the following statements is correct?
1. Services are distinguished from manufacturing on several dimensions, one of which is that many
service attributes are intangible. This means that they cannot be inventoried or carried in stock for
long periods of time.
2. There are 4 steps to developing a services blueprint, namely, identifying processes, isolating fail
points, establishing a time frame and analysing competitors.
3. The second stage of the service development process is the projection of customer future needs.
4. Customers tend to be more involved in the production of goods than they are in services.
, lOMoAR cPSD| 16857960
5. A customer-benefits package consists of both tangibles that make up the service and intangibles that
define the service.
(1)
1.2 Which one of the following is an example of a strategic content variable?
1. People
2. Information and finance
3. Time
4. Culture
5. Organisational learning
(1)
1.3 Which of the following statements is correct?
1. The goal of competitive benchmarking is to perform financial analysis and compare the results in an
effort to assess your overall competitiveness.
2. In benchmarking, it’s important to understand only the target firm’s key business factors.
3. Performance benchmarking is based on the concept of 5w2h. It is labelled as such because it should
result in the answers to seven questions: who, what, when, where, why, how and how much.
4. Benchmarking comprises ten steps. Recalibrating the benchmark is one of the steps which mean that
benchmarking is a once-off process with the best firms.
5. In benchmarking, the initiator firm is the firm that initiates contact and studies other firms, while the
target firm is the one that is being studied.
(1)
1.4 During which stage in the product development process do designers choose the processes that will be
used to transform the materials into final products?
1. Generate product ideas.
2. Project customer needs.
3. Technology development for process selection.
4. Manufacturing system design.
5. Marketing plan design.
(1)
1.5 Which type of environment of the firm refers to the operating structure that the firm encounters when
globalising?
1. Economic environment
2. Physical environment
3. Task environment
4. Global environment
5. Social environment
(1)
, lOMoAR cPSD| 16857960
1.6 Which type of variation results from a shift in a process mean or some unexpected occurrence?
1. Random variation
2. Internal variation
3. External variation
4. Nonrandom variation
5. Normal variation
(1)
1.7 Suppose a product has a failure rate of 0.04 per operating hour and a useful life of 85 hours. Calculate
the reliability of this product.
1. 3.4
2. 0.033
3. 0.294
4. 0.706
5. -0.033
(1)
1.8 Which of the following statements is correct?
1. The probability of rejecting a lot of good quality is called the consumer’s risk.
2. An OC curve is a graphical method to assess the probabilities of acceptance for a shipment, given
the quality of the shipment.
3. The probability of accepting a lot of bad quality is called the producer’s risk.
4. LTPD is the maximum percentage of nonconforming/defective components allowed in a lot.
5. The AQL is the percentage of defective components (level of poor quality) historically experienced
from a supplier.
(1)
1.9 A courier company is concerned about the number of customer complaints. They decide to use Pareto
analysis to determine why so many customers are lodging complaints. The necessary data were collected,
and the major causes are displayed below:
Cause Type of problem Number of occurrences
A Product not as described 15
B Inconsistent delivery times 4
C Product arrived damaged 22
D Return process not user-friendly 12
E Product lost in transit 7
According to the 80/20 rule, which of these causes need to be focused on to improve customer service?
1. Cause A, C
2. Cause B, E
, lOMoAR cPSD| 16857960
UNIVERSITY EXAMINATIONS
MNO2602
MAY/ JUN 2025
Quality Management and Techniques
Duration: 4 Hours 70 Marks
EXAMINERS:
FIRST: MR FJ HAMMANN
SECOND: DR R DIRKSE VAN SCHALKWYK
Name: Salvarani Perumal
Student No: 67573126
SECTION A
This section must be answered by ALL candidates. Please answer ALL TEN multiple choice questions
from Section A. Select only ONE option and write down the corresponding number.
Question 1 [10]
1.1 Which one of the following statements is correct?
1. Services are distinguished from manufacturing on several dimensions, one of which is that many
service attributes are intangible. This means that they cannot be inventoried or carried in stock for
long periods of time.
2. There are 4 steps to developing a services blueprint, namely, identifying processes, isolating fail
points, establishing a time frame and analysing competitors.
3. The second stage of the service development process is the projection of customer future needs.
4. Customers tend to be more involved in the production of goods than they are in services.
, lOMoAR cPSD| 16857960
5. A customer-benefits package consists of both tangibles that make up the service and intangibles that
define the service.
(1)
1.2 Which one of the following is an example of a strategic content variable?
1. People
2. Information and finance
3. Time
4. Culture
5. Organisational learning
(1)
1.3 Which of the following statements is correct?
1. The goal of competitive benchmarking is to perform financial analysis and compare the results in an
effort to assess your overall competitiveness.
2. In benchmarking, it’s important to understand only the target firm’s key business factors.
3. Performance benchmarking is based on the concept of 5w2h. It is labelled as such because it should
result in the answers to seven questions: who, what, when, where, why, how and how much.
4. Benchmarking comprises ten steps. Recalibrating the benchmark is one of the steps which mean that
benchmarking is a once-off process with the best firms.
5. In benchmarking, the initiator firm is the firm that initiates contact and studies other firms, while the
target firm is the one that is being studied.
(1)
1.4 During which stage in the product development process do designers choose the processes that will be
used to transform the materials into final products?
1. Generate product ideas.
2. Project customer needs.
3. Technology development for process selection.
4. Manufacturing system design.
5. Marketing plan design.
(1)
1.5 Which type of environment of the firm refers to the operating structure that the firm encounters when
globalising?
1. Economic environment
2. Physical environment
3. Task environment
4. Global environment
5. Social environment
(1)
, lOMoAR cPSD| 16857960
1.6 Which type of variation results from a shift in a process mean or some unexpected occurrence?
1. Random variation
2. Internal variation
3. External variation
4. Nonrandom variation
5. Normal variation
(1)
1.7 Suppose a product has a failure rate of 0.04 per operating hour and a useful life of 85 hours. Calculate
the reliability of this product.
1. 3.4
2. 0.033
3. 0.294
4. 0.706
5. -0.033
(1)
1.8 Which of the following statements is correct?
1. The probability of rejecting a lot of good quality is called the consumer’s risk.
2. An OC curve is a graphical method to assess the probabilities of acceptance for a shipment, given
the quality of the shipment.
3. The probability of accepting a lot of bad quality is called the producer’s risk.
4. LTPD is the maximum percentage of nonconforming/defective components allowed in a lot.
5. The AQL is the percentage of defective components (level of poor quality) historically experienced
from a supplier.
(1)
1.9 A courier company is concerned about the number of customer complaints. They decide to use Pareto
analysis to determine why so many customers are lodging complaints. The necessary data were collected,
and the major causes are displayed below:
Cause Type of problem Number of occurrences
A Product not as described 15
B Inconsistent delivery times 4
C Product arrived damaged 22
D Return process not user-friendly 12
E Product lost in transit 7
According to the 80/20 rule, which of these causes need to be focused on to improve customer service?
1. Cause A, C
2. Cause B, E
