MNB1601 Assignment 1 Semester 1 2020 Questions And Answers
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MNB1601 Assignment 1 Semester 1 2020
Institution
University Of South Africa
MNB1601 Assignment
1 Semester 1
2020 Questions And
Answers.QUESTION 2
To ensure that a standard of excellence is achieved by an airline, it is necessary to engage in
quality planning and control. Which one of the following best represents the aim of quality
planning and control?
1) To ensure...
mnb1601 assignment 1 semester 1 2020 questions and answers
mnb1601 assignment 1 semester 1 2020 questions and answers
mnb1601 assignment 1 semester 1 2020 questions and answers
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MNB1601 Assignment 1 Semester 1 2020
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MNB1601 Assignment
1 Semester 1
2020 Questions And
Answers
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Business Management 1B
Semester 1 and 2 2020
Department of Business Management
Assignment 1
Due Date: 19 March 2020
Unique number: 632505
QUESTION 1
Excellence and quality are of considerable importance when it comes to the airline industry.
The difference between expected quality and perceived quality is known as the quality
______________ .
1 gap
2 continuum
3 process
4 evaluation
Answer:
11.5.4.1 Defining quality
Different definitions of quality are often advanced. Each of them stems from a different
approach to or view of quality. Thus, ‘quality’ has been defined as ‘the absolute best’,
‘something flawless’, ‘suitable for the purpose for which it was designed’, ‘meeting a set of
measurable characteristics’ or ‘good value for money’. From an operations-management
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perspective, quality is defined as ‘consistent conformance to customers’/clients’
expectations’.
Operations management therefore defines quality in terms of what a customer/client
expects of a particular product or service, while the customer/client sees quality in terms of
his or her own perception of the product or service. This difference between expected
quality (by operations management) and perceived quality (by customers/clients) is known
as the quality gap. Operations management, in conjunction with the other functional
management areas, should endeavour to eliminate any quality gaps.
QUESTION 2
To ensure that a standard of excellence is achieved by an airline, it is necessary to engage in
quality planning and control. Which one of the following best represents the aim of quality
planning and control?
1) To ensure that the entire business contributes to the quality management objectives.
2) To ensure that the products or services that are manufactured or provided conform to
or satisfy design specifications.
3) To define the quality of products or services in terms of what the customer expects of
the product or service.
4) To determine if the quality of the inventory purchased is sufficient to manufacture or
deliver the service as required by the business.
Answer:
11.5.4.2 The nature of quality planning and control
The aim of quality planning and control is to ensure that the products or services that are
manufactured or provided conform to or satisfy design specifications. The discussion of
the design of products and services stated that the ultimate goal of this activity is to
establish specifications for products or services that will satisfy the needs of
customers/clients. Hence, what exists here is a customer/client–marketing–design–
operations cycle. This design cycle (see Figure 11.9) can be further extended to include
quality planning and control activities to ensure that products or services do in fact meet
design specifications.
QUESTION 3
Quality planning and control is especially important when it comes to air traffic operations
as customers’ lives depend on it. Which one of the following represents the second step in
the quality planning and control process?
1) Identify the causes of poor quality
2) Controlling quality against set standards
3) Setting standards
4) Measuring quality characteristics
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