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MNO2602 ASSIGNMENT 5 2024 SEMESTER 2 By globalising, organisations considerably change their physical environment, the task environment, and the social environment. Explain the social environment of a globalising organisation The management of Thembisa

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Course
Quality Management and Techniques (MNO2602)

Institution
University Of South Africa (Unisa)

MNO2602 ASSIGNMENT 5 2024 SEMESTER 2 By globalising, organisations considerably change their physical environment, the task environment, and the social environment. Explain the social environment of a globalising organisation The management of Thembisa post office is concerned about the numbe...

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Uploaded on October 12, 2024
Number of pages 28
Written in 2024/2025
Type Essay
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Grade A+

mno2602 assignment 5 2024 semester 2

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Table of Contents
Introduction ................................................................................................................ 3

Question 1 .................................................................................................................. 3

1.1 The Social Environment of a Globalising Organisation (2 marks) ........................ 3

1.2 Prevention, Appraisal, and Failure (PAF) Costs (3 marks) ................................... 4

1.4 Conditions for a Service Guarantee (5 marks) ..................................................... 6

1.5 Service Blueprinting Report (4 marks).................................................................. 8

1.6 Technology Feasibility Statement (5 marks) ........................................................ 9

1.7 Garvin’s Five Definitions of Quality (5 marks) .................................................... 11

1.8 Differences Between Services and Manufactured Goods (5 marks) .................. 12

1.9 Commonly Benchmarked Performance Measures (5 marks) ............................. 13

1.10 Building Blocks for Quality Improvement (3 marks) .......................................... 14

Question 2 ............................................................................................................ 15

2.1 Pareto Chart and 80/20 Principle ....................................................................... 15

2.2 OC Curve and Producer’s Risk .......................................................................... 17

2.3 Histogram for Defects in Bicycle Frames ........................................................... 19

2.5 System Reliability Calculation ............................................................................ 22

2.6 P Chart for Defective Components ..................................................................... 23

Conclusion ............................................................................................................... 25

References ............................................................................................................... 25

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Introduction

Quality management is crucial in ensuring that organisations maintain consistency,
reduce variability, and deliver products or services that meet customer expectations.
This assignment focuses on key quality management concepts such as globalisation's
impact on the social environment, the cost of quality through the PAF model,
leadership dynamics, and the importance of service guarantees. Additionally, the
assignment delves into practical tools such as Pareto charts, OC curves, histograms,
and p-charts, which are essential in monitoring and improving quality processes. By
exploring these concepts, this assignment demonstrates how organisations can
systematically improve quality, reduce defects, and enhance customer satisfaction.
Statistical Process Control (SPC) methods are highlighted, especially through the
application of X-bar and R charts to monitor process performance and variability.

Question 1

1.1 The Social Environment of a Globalising Organisation (2 marks)

The social environment of a globalising organisation encompasses how cultural
diversity, social norms, and societal expectations impact both internal and external
operations. In a globalised context, organisations deal with employees from various
cultural backgrounds, each with its own norms, values, and expectations. This
environment is influenced by factors such as:

Workforce Diversity

Global organisations face an increasingly diverse workforce, which requires tailored
human resource policies to address different needs and preferences. For instance,
multinationals like Google and Unilever implement diversity and inclusion programs to
ensure that employees feel valued regardless of their cultural background.

Corporate Social Responsibility (CSR)

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Essay

MNO2602 ASSIGNMENT 5 2024 SEMESTER 2 By globalising, organisations considerably change their physical environment, the task environment, and the social environment. Explain the social environment of a globalising organisation The management of Thembisa

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