Quality of Performance

Which element of TQM is illustrated by the scenario:

"The management of JKM Fresh Fruits ensures that customer complaints are handled

within 24hrs".

• Involvement of all employees

• Continuous skills development

• Total client satisfaction

• Top management involvement

Explain the concept of TQM.

Sam ensures that business documents are kept in safe place. Which business function does Sam carry out?

• Marketing

• Finance

• Administration

• General

Smart Cell runs brand awareness campaigns in the community in which it operates. Which business function is being carried out here?

• Public Relations

• Marketing

The managing director of Themba’s Holiday Lodge allows the staff to make inputs during strategic planning sessions. Which TQM element is being illustrated here?

• Top management involvement

• Continuous improvement of systems and processes

• Planning

• Involvement of all employees

• Planning

Duncan Computers can afford to employ two additional experts in their Information Technology department. Which TQM element is being illustrated here?

• Continuous skills development

• Involvement of all employees

• Adequate financing and capacity

• Management by facts

Distinguish between quality control and quality assurance (4)

The management of Tshepi Butchery ensures that equipment and machines are regularly maintained. Which business function is being carried out here?

• Purchasing

• General

• Production

• Administration

Advise businesses on how to apply the PDCA model/cycle as part of continuous improvement of systems and processes to improve the quality of their products. Use a practical example to illustrate your answer. (6)

A group of 6 employees at X&Y meet bi-weekly to discuss problems related to quality and use this time to make recommendations to top management on how to solve the problems. Which concept is being illustrated here?

• Kaizen Model

• Quality assurance

• Benchmarking

• Quality circles