,MNO2609 Assignment 5 (COMPLETE ANSWERS) Semester 2
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1. Quality starts with understanding customer needs and ends when those
needs are satisfied. In view of this statement, which statement is true
explains quality? A. Quality is getting things wrong first but getting them
right the second time. B Quality is doing thing through trial and error. C.
The total features and characteristics of a product or service that bear
on it ability to satisfy stated or implied needs. D. It is Japanese attitude
towards a product or service. 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. Which one is the result of the above
statement? A. Many of our customers rely on our products. B. The
longer the relationship with the customer, the higher the profitability. C.
There is always a second chance if we cannot get it right the first time.
D. If you try things out, and not get things right the first time, keep trying
till you get it right. 3. There are various techniques that can be used to
assess customer satisfaction. Which technique can be considered
below one is most appropriate? A. Panel or focus group B. Training of
personnel in the field. C. The sustainability of the distribution and
customer -service process. D. Evidence of organisation is capable of
meeting customer requirement. 4 A sound quality policy together with
organisation and facility to put into effect is fundamental. Which idea can
be set out? A. Identify the end customer needs. B. What is being done
to motivate and train employees? C. What are the dominant values
adopted by the firm? D. Is the standard of management adequate to
ensure that quality is given proper attention? 5. The vehicle for
excellence in leadership is which statement? A. Recognizing customers
and discovering their needs. B. Be involved with customers and
stakeholders. C. Ensure customer (external and internal) needs are
understood D. Customer behavior based on interaction with the
organization. 6. The culture of an organization is formed by several
components. Which one is part of the components? A. Dominant values
adopted by the organization. B. Direction through leadership. C.
, Establish the results the organization wants to achieve. D. Establish and
drive the strategy. 7. Clearly defined and properly communicated beliefs
and objectives can be summarised by which statement? A. The
Company will concentrate on its customers and suppliers, both external
and internal. B. The performance of our competitors will be
communicated to all relevant units. C. Important suppliers and partners
will be closely involved in our quality policy. D. The definition of the
business, e.g. the needs that are satisfied or the beliefs provided. 8. The
mission statement is stated below all the statement below except which
one? A. An expression of the aspirations of the organization. B.
Financial and non-financial performance. C. Define and agree to KPIs
and associated targets. D. Strategic drive to recruit more knowledgeable
personnel and resources. 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? A. Develop
clear and effective strategy and supporting plans for achieving the
vision. B. Evaluate – the situation and define the objectives. C.
Recognise customers and discovering their needs. D. Monitor and
report progress towards achieving the CSF and KPI’’s 10. If design is
taking care of all aspects of customer requirements, including cost
production, The design must take place in all aspect of? A. Identifying
needs. B. Control the various stages. C. Check that design aspects
have completed. D. Estimate the level of resources needed. 11. For
organizations which have not carried out benchmarking before, it may
be useful initially to carry out a simple self-assessment of readiness in
terms of listed questions below, except which one? A. How well
processes are understood? B. Change the perspective of the executives
and managers. C. Compare business practices and process. D. Create
an improved goal and practices for the organisation. 12. The benefits of
benchmarking can include which one below? A. Creating a better
understanding of the current position. B. Customer continually demand
better quality, lower prices, shorter lead times. C. Correct and on time
delivery. D. Speed of response or new product development. 13. The
benchmarking methodology includes which one of the listed items
below? A. Plan, collect, analyse, adapt, and review. B. Defining and
mapping the stakeholder groupings. C. Analysing and prioritizing these
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