,MNO2609 Assignment 5 (COMPLETE ANSWERS)
Semester 2 2024 (347298) - DUE 2024 ; 100% TRUSTED
Complete, trusted solutions and explanations.
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. Describe
commercial advantages. 1.3 There are various techniques that
can be used to assess customer satisfaction. Describe the
technique can be considered 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). What questions may be
considered relevant to ask? 1.5 The Describe the vehicle to
achieve excellence in leadership. 1.6 The culture of an
organization is formed by several components. Describe them.
1.7 Clearly defined and properly communicated beliefs and
objectives can be summarize that believe. 1.8 The mission
statement is stated all the statement. Explain it. 1.9 The mission
and the critical success factor (CSF) are what the organization
must be supported by key performance indicators (KPI).
Describe the task of the sponsor. 10. If quality takes care of all
the aspects of the customer’s requirement, including cost,
production, safety and easy use, then designing must take care of
certain aspect Describe them. MAY/JUNE 2024
, 1.1 Understanding Quality
Definition and Explanation: Quality refers to the extent to
which a product or service meets or exceeds customer
expectations. It encompasses various dimensions including
performance, reliability, durability, and serviceability.
• Customer Needs and Satisfaction: Quality starts with
understanding customer needs through market research,
surveys, and feedback. It ends when these needs are
satisfied, ideally exceeding expectations. Achieving high
quality means delivering a product or service that
consistently meets these requirements and contributes to
customer satisfaction.
• Key Aspects of Quality:
o Conformance to Specifications: Ensuring the
product or service meets predefined standards.
o Performance: How well the product or service
performs its intended function.
o Reliability: The consistency and dependability of the
product or service.
o Durability: The longevity and life span of the
product.
o Serviceability: The ease with which the product can
be maintained or repaired.
1.2 Commercial Advantages of Customer Loyalty
Description: Customer loyalty can lead to several commercial
advantages for a company:
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