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MNO3703 EXAM PORTFOLIO ANSWERS OCTOBER 2024
- Course
- Total Quality Management
- Institution
- University Of South Africa (Unisa)
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MNO3703EXAM
OCT/NOV
2024
,Question 1
1.1) 2
1.2) 1
1.3) 4
1.4) 4
1.5) 1
1.6) 2
1.7) 2
1.8) 2
1.9) 2
1.10) 1
, Question 2
2.1 Justifying Naledi (PTY) LTD's Endeavor to Improve Quality
Competitiveness for Their Customers
a. Quality and Competitiveness
Quality is essential for gaining a competitive edge in any industry. It reflects the
company's ability to meet or exceed customer expectations, which can enhance its
reputation and ensure long-term success. It is fundamental to the capacity of the
company to timely fulfil and even surpass customer expectations so as to improve
and sustain the performance of the firm in the overall market. According to Alzoubi et
al., in 2022, quality involves characteristics that relate not only to the product’s or
service’s ability to perform but also its capability of performing optimally with time. As
evident from the case of Naledi (PTY) LTD it noted was experiencing with acute
problems of outdated computerized systems as well as poor internet accesses that
affected their timely and effective supplies and servicing to the valued customers. At
the same time, advancing the quality of IT equipment and acquiring cloud-based
systems allowed Naledi to increase the company’s capacity to provide stable high-
quality service, which would increase customers’ satisfaction and place the company
securely in a competitive environment.
b. Building the Quality Chain
Quality is not only the result of external customer relationships but also of internal
processes, which are part of the quality chain (Seyfried & Pohlenz, 2020). This idea
finds it reasonable to argue that a company’s supply chain includes every
department within the organization which receives supplies and gives out customer
needs. For Naledi (PTY) LTD, inter departmental communication and cross
functional teams meant that silo working was eradicated and the core objective for
each department was to meet its “internal customer’s” needs. Thus, the improvement
of internal quality made it possible to perform external customer needs satisfaction
consistently, thus strengthening the company’s competitiveness.
c. Customer/Supplier Chains and Feedback Systems
Understanding customer needs is central to delivering quality (Luning & Marcelis,
2020). In the case of Naledi (PTY) LTD, the adoption of cloud system and improving
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