MNO2609 Assignment 4 |DETAILED ANSWERS| Semester 2 2025 - DUE 22 September 2025

, MNO2609 Assignment 4
Semester 2 2025
DUE 22 September 2025
Use this document as a guide and for references to answer your assignment

SECTION A:

Question 1

1.1 Provide the full form of the following acronyms. (9)

a) SIPOC – Suppliers, Inputs, Process, Outputs, Customers
b) TQM – Total Quality Management
c) CSF – Critical Success Factor
d) KPI – Key Performance Indicator
e) EFQM – European Foundation for Quality Management
f) CMMI – Capability Maturity Model Integration
g) BPR – Business Process Reengineering
h) DMAIC – Define, Measure, Analyze, Improve, Control
i) SPC – Statistical Process Control ✅



1.2 Compare and contrast the three quality gurus, Deming, Crosby, and Juran in
terms of their views on the following: (9)

List and discuss the four (4) Ps in the Four Ps and Three Cs of TQM. (8)

(a) Compare & contrast Deming, Crosby, and Juran

Attribute Deming Crosby Juran
Definition Meeting and exceeding Conformance to Fitness for use;
of Quality customer expectations requirements; product should meet
by reducing variation; doing it right the customers’ actual
―Quality is defined by first time. needs.
the customer.‖
Teamwork Emphasized Believed in ―Zero Advocated quality