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 3 2.1 Explain quality management principles
embraced that you have learned. (4) 2.2 Change organization can content
with. Mention any five of six guidelines (10) 2.3 The leaders (executives)
should express values and beliefs through a clear vision of what their
company wants to be and its purpose. Outline (5) five what the beliefs and
objectives should address. (5) 2.4 Develop a benchmarking methodology. (6)
QUESTION 3 3.1 Provide an overview of how you understand the culture (2)
3.2 Organisations with impressive customer service scores, for instance,
subscribe to the importance of employees' empowerment. Explain what they
do to encourage employees. (8) 3.3 Cultural change through team is the issue
that management needs to contend with. Change will continue to be with us
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