Exam (elaborations)
MNO2609 Assignment 5 Semester 2 2024 (347298)
- Course
- MNO2609 (MNO2609)
- Institution
- University Of South Africa
MNO2609 Assignment 5 Semester 2 2024 (347298) QUESTIONS WITH ANSWERS
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MNO2609 Assignment5 Semester 2 2024
(347298)
[Company address]
,MNO2609 Assignment 5 Semester 2 2024 (347298)
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.
1.1 Quality and Customer Needs
Quality refers to the degree to which a product or service meets or exceeds customer
expectations. It begins with a deep understanding of customer needs and ends when
those needs are fully satisfied. Quality is not just about the product itself but
encompasses the entire customer experience, including how well the product performs,
its durability, reliability, and the service provided before, during, and after the purchase.
1.2 Commercial Advantages of Customer Loyalty
Customer loyalty offers several commercial advantages:
• Increased Revenue: Loyal customers are more likely to make repeat purchases
and spend more over time.
• Cost Efficiency: Retaining existing customers is often cheaper than acquiring
new ones, reducing marketing and sales costs.
• Word-of-Mouth Marketing: Satisfied customers are likely to recommend your
products or services to others, leading to new customer acquisition at a lower
cost.
• Resilience to Competition: Loyal customers are less likely to be swayed by
competitors' offers, providing a more stable revenue stream.
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