,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
Question 1
, 1.1 Quality
Quality refers to the extent to which a product or service meets
or exceeds customer expectations. It starts with understanding
the needs and preferences of the customer and ends when those
needs are satisfied. In essence, quality encompasses:
• Conformance to Requirements: Products or services
should meet specified standards and criteria.
• Fitness for Use: They should be suitable for the intended
purpose and function effectively.
• Customer Satisfaction: The end goal of quality is to fulfill
customer expectations and provide value.
Quality is thus not just about the product or service itself, but
also about how it aligns with customer needs and how it is
perceived by them.
1.2 Commercial Advantages of Customer Loyalty
Focusing on customer loyalty can offer several commercial
advantages:
1. Increased Repeat Business: Loyal customers are more
likely to make repeat purchases, leading to stable and
predictable revenue streams.
2. Higher Profit Margins: Retaining existing customers is
generally more cost-effective than acquiring new ones.
Loyal customers often spend more, contributing to higher
profit margins.
3. Positive Word-of-Mouth: Satisfied loyal customers tend
to recommend the business to others, which can lead to
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