MNO2609 Assignment 5 (DETAILED ANSWERS) Semester 1 2024 - DISTINCTION GUARANTEED

MNO2609 Assignment 5 (DETAILED ANSWERS) Semester 1 2024 - DISTINCTION GUARANTEED Answers, guidelines, workings and references .................... QUESTION 1 1.1 Quality starts with understanding customer needs and ends when those needs are satisfied. In view of this statement, explains quality. 1.2 A development of quality concept regarding customer and their satisfaction results in customer loyalty. Research shows that focus on customer loyalty can provide several commercial advantages. 1.3 There are various techniques that can be used to assess customer satisfaction. Which technique can be considered below one is most appropriate? 1.4 The management of a firm may think that their scale of operations is not sufficiently large that that their resources to implement Total Quality Management (TQM). Which questions may be considered relevant to ask? 1.5 The vehicle to achieve excellence in leadership is which statement? 1.6 The culture of an organization is formed by several components. Which one is part of the components? 1.7 Clearly defined and properly communicated beliefs and objectives can be summarized by which statement? 1.8 The mission statement is stated all the statement. Explain it. 1.9 The mission and the critical success factor (CSF) are to the “what” question of the organization which must be supported by key performance indicators (KPI). In view of the statement, The task of a sponsor within the critical success factor (CSF). The task of the sponsor is which of the statement? MAY/JUNE 2024 10. If quality is taking care of all the aspects of the customer’s requirement, including cost, production, safety and easy use, then designing must take care of which aspect among? QUESTION 3 2.1 Explain quality management principles embraced that you have learned. (4) 2.2 Change organization can content with. Mention any five of six guidelines (10) 2.3 The leaders (executives) should express values and beliefs through a clear vision of what their company wants to be and its purpose. Outline (5) five what the beliefs and objectives should address. (5) 2.4 Develop a benchmarking methodology. (6) QUESTION 3 3.1 Provide an overview of how you understand the culture of any business. (2) 3.2 Organisations with impressive customer service scores, for instance, subscribe to the importance of employees' empowerment. Explain what they do to encourage employees. (8) 3.3 Cultural change through team is the issue that management needs to contend with. Change will continue to be with us for a long time. Within the context of Total Quality Management, advise the organisation that intends to embark on changing how they could manage it. (Mention any five guidelines.) (5) Total marks for QUESTION 1 [20] Total marks for QUESTION 1 [25] MAY/JUNE 2024 1.3 Summarise the applications of Six Sigma. (6) 3.5 Provide an overview of how you understand the culture of any business. (4) Culture of a business is formed by several components: Any 4 of the 5