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MNO2602 ASSIGNMENT 1SEMESTER 2 - 2022
DUE DATE: 30 AUGUST 2022
, 1. Which of the following statements are correct?
a) A user-based definition of quality means that if the customer is satisfied, the product
has good quality.
b) Serviceability and tangibles are dimensions of service quality.
c) Supply chain management grew out of the value chain. The value chain includes
inbound logistics, core processes and outbound logistics.
d) The trend “customer relationship management” means that marketing is directed at
improving communication between the customer and the supplier.
e) Statistical process control is an engineering-related contribution to quality
management.
1 c, d
2 a, b, c
3b
4 a, c, e
5 a, c
See chapter 1; pages 4, 5, 7, 9 and 12 in the prescribed book.
Option 4 is correct because statements (a), (c) and (e) are all correct.
Statement (b) is incorrect because serviceability is a dimension of product quality, not
service quality. Other dimensions of service quality include service reliability,
responsiveness, assurance, empathy, availability, professionalism, timeliness, completeness
and pleasantness.
Statement (d) is also incorrect because “relationship management” means attention is
directed at satisfying customers and delivering value to customers. More firms are focusing
on relationship management because satisfied customers will generate more sales and
profit.
2
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