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MNO3701 ASSESSMENT 2 SEMESTER 2 2024 Which of the following apply to perception-expectation gaps in quality management? a The gap between the delivered quality and the way the service or product has been described to the customer. b The gap bet€2,73
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Production and Operations Management - MNO3701 (MNO3701)
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MNO3701 ASSESSMENT 2 SEMESTER 2 2024 Which of the following apply to perception-expectation gaps in quality management? a The gap between the delivered quality and the way the service or product has been described to the customer. b The gap bet
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Vak
Production and Operations Management - MNO3701 (MNO3701)
Instelling
University Of South Africa (Unisa)
Boek
Operations Management
MNO3701 ASSESSMENT 2 SEMESTER 2 2024
Which of the following apply to perception-expectation gaps in quality management?
a The gap between the delivered quality and the way the service or product has been described to the customer.
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University of South Africa (Unisa)
Production and Operations Management - MNO3701 (MNO3701)
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, MNO3701-24-S2 Welcome Message Assessment 2
QUIZ
Started on Wednesday, 14 August 2024, 3:48 PM
State Finished
Completed on Thursday, 15 August 2024, 9:46 AM
Time taken 17 hours 58 mins
Marks 18.00/20.00
Grade 90.00 out of 100.00
Question 1
Correct
Mark 1.00 out of 1.00
Which of the following apply to perception-expectation gaps in quality management?
a The gap between the delivered quality and the way the service or product has been described to the customer.
b The gap between the way quality has been specified and the delivered quality.
c The gap between the service or product concept and the way the organisation has specified it.
d The gap between a customer's specification and the operation's specification.
e There are never perception-expectation gaps in quality management.
1. e
2. a, b, c
3. a, b, c, d
4. a, c, d
5. a, d, e
Your answer is correct.
The correct answer is:
a, b, c, d
, Question 2
Correct
Mark 1.00 out of 1.00
Which option is incorrect regarding TQM?
1. TQM takes an organisation-wide perspective.
2. TQM discourages the balance between different types of quality cost.
3. TQM puts customers at the forefront of quality decision-making.
4. TQM holds that all parts of the organisation have the potential to contribute to quality.
5. TQM is a very important concept in production and operations management.
Your answer is correct.
The correct answer is:
TQM discourages the balance between different types of quality cost.
Question 3
Correct
Mark 1.00 out of 1.00
Which three of the following statements are correct?
a The improvement of the production/operations management system follows after the system has been designed and its
activities planned and controlled.
b Improvement activities of production/operations management may be treated as a process involving three stages,
namely, to understand the approaches and techniques used for improvement, to prevent failure, but knowing how to recover
when failures occur, and to support the whole improvement process through the TQM approach.
c The performance objectives of quality, speed, dependability, flexibility and cost are the main performance standards for
the improvement of the production/operations management system.
d A disaggregated, partial measure for the performance objective of high quality is the level of customer/client complaints.
e A performance standard is much the same as a performance measure, that is, it describes how to measure the
performance of the production/operations management system against the applicable criteria.
1. a, b, e
2. a, c, e
3. b, c, e
4. a, b, d
5. b, c, d
Your answer is correct.
The correct answer is:
a, b, d
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