mno2602

Started on Wednesday, 30 August 2023, 7:11 AM
State Finished
Completed on Wednesday, 30 August 2023, 7:30 AM
Time taken 19 mins 7 secs
Grade 7 out of 10 (70%)
Question 1
Correct
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Question text
Calculate the ratio of prevention to failure costs, based on the information provided below.
Failure costs
Defective products R 5,500.00
Engineered scrap R 17,354.00
Nonengineered scrap R 122,567.00
Consumer adjustments R 633,000.00
TOTAL R 778,421.00
Prevention costs
Quality training R 15,500.00
Product redesign R 17,000.00
Process engineering:
* Corporate R 125,745.00
* Plant R 40,000.00
TOTAL R 198,245.00
Appraisal costs
Receiving inspection R 35,600.00
Line 1 inspection R 43,526.00
Line 2 inspection R 55,679.00
Spot checking R 62,000.00
TOTAL R 196,805.00



Select one:

1.

, 0.3689


2.
1.6570


3.
0.8912


4.
3.8674


5.
0.2547

Question 2
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Question text
Which of the following statements are correct?
a) Internal customers are employees receiving goods or services from within the same firm
and are the ultimate people that must be satisfied by the work done.
b) The first component of a complaint resolution process is contrition. The firm should
apologise for the mistake made and invoke Macy’s mantra that “the customer is always
right”.
c) To be effective, a guarantee should be unconditional, meaningful, understandable,
communicable and painless to invoke.
d) Gap 5 of the SERVQUAL model is the difference between expected service and service
delivery.
e) There are four steps in developing a useful survey: identifying customer requirements,
developing and validating the instrument, implementing the instrument and analysing the
results.
Select one:

1.
a) and b)


2.
c)