MNO2602
Quality Management and Techniques
Assignment 3
June 2022
Total marks = 70
INSTRUCTIONS / INFORMATION:
Please answer all questions.
Refer to Annexure A for a formula sheet.
Refer to Annexure B for factors to determine control limits.
Refer to Annexure C for values to create OC curves.
Where applicable, show all your calculations.
Round off your final answer to two decimal places, where applicable.
Take note of the mark allocation of each question.
Read each question very carefully. Make sure your answer reflects what has been asked.
, Assignment 3 2 MNO2602
June 2022
Question 1 Learning units 1 – 6 [42 marks]
1.1. The CEO of your company asked you to explain “service blueprinting” to the board of
directors. Write a short report on this topic. (4)
1.2. By globalising, organisations considerably change their physical environment, the task
environment and the social environment. Explain the social environment of a globalising
organisation. (2)
1.3. There are several definitions of quality. Briefly explain Garvin’s five definitions of quality.
(5)
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)
1.5. The third step in the product development process includes a technology feasibility
statement. What issues does the technology feasibility statement assess? (5)
1.6. Quality is multidimensional for manufactured products, and even more so for services.
Distinguish between services and manufactured goods. (5)
1.7. Describe the difference between prevention, appraisal and failure (PAF) costs. (3)
1.8. 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)
1.9. Discuss any five of the most commonly benchmarked performance measures. (5)
1.10. Briefly discuss the first three building blocks for a system of quality improvement. (3)
Subtotal for Question 1 = [42]
Quality Management and Techniques
Assignment 3
June 2022
Total marks = 70
INSTRUCTIONS / INFORMATION:
Please answer all questions.
Refer to Annexure A for a formula sheet.
Refer to Annexure B for factors to determine control limits.
Refer to Annexure C for values to create OC curves.
Where applicable, show all your calculations.
Round off your final answer to two decimal places, where applicable.
Take note of the mark allocation of each question.
Read each question very carefully. Make sure your answer reflects what has been asked.
, Assignment 3 2 MNO2602
June 2022
Question 1 Learning units 1 – 6 [42 marks]
1.1. The CEO of your company asked you to explain “service blueprinting” to the board of
directors. Write a short report on this topic. (4)
1.2. By globalising, organisations considerably change their physical environment, the task
environment and the social environment. Explain the social environment of a globalising
organisation. (2)
1.3. There are several definitions of quality. Briefly explain Garvin’s five definitions of quality.
(5)
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)
1.5. The third step in the product development process includes a technology feasibility
statement. What issues does the technology feasibility statement assess? (5)
1.6. Quality is multidimensional for manufactured products, and even more so for services.
Distinguish between services and manufactured goods. (5)
1.7. Describe the difference between prevention, appraisal and failure (PAF) costs. (3)
1.8. 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)
1.9. Discuss any five of the most commonly benchmarked performance measures. (5)
1.10. Briefly discuss the first three building blocks for a system of quality improvement. (3)
Subtotal for Question 1 = [42]
