MNO2602
Quality Management and Techniques
Assignment 5
October/November 2024
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.
• Please provide your mobile number on the front page of your answer file, so that we can reach
you if needed.
• NB! THE USE OF CHATGPT IS STRICTLY PROHIBITED! If it is detected that you have used
ChatGPT to obtain an answer, you will receive a zero mark for that question.
,Assignment 5 MNO2602
October/November 2024
Question 1 Learning units 1 – 6 [42 marks]
1.1. By globalising, organisations considerably change their physical environment, the task
environment, and the social environment. Explain the social environment of a globalising
organisation. (2)
1.2. Describe the difference between prevention, appraisal, and failure (PAF) costs. (3)
1.3. 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)
1.4. 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 CEO of your company asked you to explain “service blueprinting” to the board of
directors. Write a short report on this topic. (4)
1.6. The third step in the product development process includes a technology feasibility
statement. What issues does the technology feasibility statement assess? (5)
1.7. Briefly explain Garvin’s five definitions of quality. (5)
1.8. Quality is multidimensional for manufactured products, and even more so for services.
Distinguish between services and manufactured goods. (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]
, Assignment 5 MNO2602
October/November 2024
Question 2 Learning units 7 - 10 [28 marks]
2.1 The management of Thembisa post office is concerned about the number of customer
complaints. They decide to use Pareto analysis as a first step in solving this problem. The
necessary data were collected, and the results are shown below:
Number of
Code Cause of complaint
occurrences
A Delays in delivery of letters 6
B Unfriendly teller assistant 8
C Inconsistent delivery times 10
D Unreliable international post 62
E Parcel damaged in transit 2
F Delivery to wrong address 2
G Parcel lost in transit 1
H No vehicle licence facility 3
I Poor general customer service 56
Draw a Pareto chart and point out how it reflects the 80/20 principle. (4)
[Hint: Use the codes given in the table to represent the causes in the chart].
2.2 Consider a single sampling plan with n = 50 and c = 3.
(a) Construct an OC curve for this sampling plan. (4)
(b) Suppose that AQL = 2%. Determine the producer’s risk. (3)
2.3 The following dataset contains the number of defects found on each of 12 randomly
chosen bicycle frames manufactured by Luigi Bikes Inc. over a period of two weeks:
5 7 15 9
19 8 16 16
9 5 7 10
Construct a histogram in order to present the quality manager of Luigi Bikes Inc. with a
graphical representation of the data. (4)
Quality Management and Techniques
Assignment 5
October/November 2024
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.
• Please provide your mobile number on the front page of your answer file, so that we can reach
you if needed.
• NB! THE USE OF CHATGPT IS STRICTLY PROHIBITED! If it is detected that you have used
ChatGPT to obtain an answer, you will receive a zero mark for that question.
,Assignment 5 MNO2602
October/November 2024
Question 1 Learning units 1 – 6 [42 marks]
1.1. By globalising, organisations considerably change their physical environment, the task
environment, and the social environment. Explain the social environment of a globalising
organisation. (2)
1.2. Describe the difference between prevention, appraisal, and failure (PAF) costs. (3)
1.3. 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)
1.4. 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 CEO of your company asked you to explain “service blueprinting” to the board of
directors. Write a short report on this topic. (4)
1.6. The third step in the product development process includes a technology feasibility
statement. What issues does the technology feasibility statement assess? (5)
1.7. Briefly explain Garvin’s five definitions of quality. (5)
1.8. Quality is multidimensional for manufactured products, and even more so for services.
Distinguish between services and manufactured goods. (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]
, Assignment 5 MNO2602
October/November 2024
Question 2 Learning units 7 - 10 [28 marks]
2.1 The management of Thembisa post office is concerned about the number of customer
complaints. They decide to use Pareto analysis as a first step in solving this problem. The
necessary data were collected, and the results are shown below:
Number of
Code Cause of complaint
occurrences
A Delays in delivery of letters 6
B Unfriendly teller assistant 8
C Inconsistent delivery times 10
D Unreliable international post 62
E Parcel damaged in transit 2
F Delivery to wrong address 2
G Parcel lost in transit 1
H No vehicle licence facility 3
I Poor general customer service 56
Draw a Pareto chart and point out how it reflects the 80/20 principle. (4)
[Hint: Use the codes given in the table to represent the causes in the chart].
2.2 Consider a single sampling plan with n = 50 and c = 3.
(a) Construct an OC curve for this sampling plan. (4)
(b) Suppose that AQL = 2%. Determine the producer’s risk. (3)
2.3 The following dataset contains the number of defects found on each of 12 randomly
chosen bicycle frames manufactured by Luigi Bikes Inc. over a period of two weeks:
5 7 15 9
19 8 16 16
9 5 7 10
Construct a histogram in order to present the quality manager of Luigi Bikes Inc. with a
graphical representation of the data. (4)
