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DISCLAIMER: THIS IS NOT AN OFFICIAL GUIDE FROM UNISA FOR MNO3703. THEFRAMEWORK IS NOT PREPARED NOR APPROVED BY UNISA; RATHER REPRESENTS A
POSSIBLE SOLUTION TO THE TASK CONSISTENT WITH THEORY OF Total Quality
Management. THIS FRAMEWORK IS ONLY INTENDED TO ASSIST STUDENTS IN GETTING
STARTED WITH THEIR ASSIGNMENT, AND IN NO CASE THIS DOCUMENT SHOULD BE USED
FOR CHEATING, THUS NO STUDENT IS ENCOURAGED TO COPY THIS DOCUMENT, NOR ITS
SECTIONS FOR SUBMISSION. WE BELIEVE THE FRAMEWORK WILL BE A GOOD STARTING
POINT AS IT WAS PREPARED BY OUR TEAM OF PROFESSIONAL PRIVATE TUTORS WHO
ARE EXPERTS IN THE FIELD, AND IT WAS PREPARED USING VARIOUS SOURCES. ANY
SIMILARITY WITH ANY EXISTING THEORY OR DISCUSION BY OTHER AUTHORS IS
EXCUSED. THE AUTHORS HOWEVER DO NOT CLAIM MONOPOLY TO KNOWLEDGE HENCE
MODIFICATION OF THE ANSWERS CONTAINED IN THIS FRAMEWORK MAY NOT BE
PROHIBITED AS IT CONTRIBUTES TO EXPANSION OF KNOWEDGE. FOR ANY FURTHER
GUIDELINE ABOUT THE INFORMATION CONTAINED HERE AND THE MODULE IN GENERAL,
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,UNIVERSITY PORTFOLIO EXAMINATION
January/February 2023
MNO3703
Total Quality Management
Duration: 32 hours 70 marks
Open-book examination
This paper consists of 23 pages including 2 blank pages.
Instructions:
FORMAT OF THE EXAMINATION PAPER
Examination paper Section A: Compulsory (MCQ) Section B: Select and answer any two
(2) questions
Section A [10] Question 1 [10] Question 2 [30]
Section B [60] Question 3 [30]
Question 4 [30]
Total marks for paper: [70] Total for section A: [10] Total for section B: 2 x 30 = [60]
INSTRUCTIONS/INFORMATION
➢ This is a fill-in examination paper. Write or type all your answers on the paper in the space provided. Additional blank pages are
provided at the end of the paper, in case you need extra space for your answers.
➢ The examination paper consists of two sections. Section A consists of 10 compulsory multiple-choice subquestions. Section B
consists of three essay-type questions, of which you must select and answer anytwo (2) questions.
➢ Take note the duration of the paper (32 hours). Plan your time accordingly.
➢ Please take note of your load shedding schedules although the time frame allowed is 32 hours. Bear in mindthat we accomodated time
for load shedding.
➢ Read each question very carefully. Make sure that your answer reflects what has been asked.
➢ Be careful not to spend too much time looking for answers in your books. Instead you must utilise your books just to reference and apply
the information to your case scenarios to successfully achieve the appropriate answers to the questions.
➢ Please ensure that you upload your completed paper within the 32-hour time frame given to you. If you exceed the closing time of the
examination time allocated to you the system will automatically lock you out and you willnot be able to upload your paper successfully.
➢ Make sure you upload your completed paper before loadshedding starts at the closing time of the upload
➢ Please ensure that you fill in and submit the Declaration of Honesty section. This is compulsory.
, 2 MNO3703
JANUARY/FEBRUARY 2023
Declaration:
Please complete the required information below before you continue writing your paper.
Student name and surname:
………………………………………………………………………………………………………
Student number: ………………………………
Student declaration:
I, ................................................. declare that the complete examination paper is my own work
and I did not receive assistance from a colleague or any other person.
Student Signature:……………………………………………………..
[TURN OVER]
, 3 MNO3703
JANUARY/FEBRUARY 2023
SECTION A (Compulsory)
All candidates must answer this section. For each sub question, five possible answers (options)
are given. Select only one option, and write down the corresponding number in the space
provided.
Question 1 [10]
1.1) Quality of design is a measure of how well the product or service is designed to achieve
the agreed requirements. Which one of the following statements refers to quality of
design?
1. Quality of design involves a high level of inspection or checking at the end, which is
indicative of attempts to inspect quality.
2. Quality cannot be inspected into products or services; customer services must be
designed into the whole system.
3. Quality of design is a measure of how well a product or service is designed to achieve the
agreed requirements.
4. Quality of design involves people doing the wrong things, but doing them well.
5. Design concerns the quality performance of actual operations.
Answer 1.1
1.2) Which one of the following combinations reflects the major features of the total quality
management model?
1. Teams, systems, tools, communication, culture, commitment, process customer and
supplier
Answer 1.2
[TURN OVER]
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