Management Answers

2.2 The management of Thembisa post office is concerned about the number of customer 

complaints. They decide to use Pareto analysis as a first step in solving this problem. 

The necessary data were collected, and the results are shown below:

Code Cause of complaint Number of 

occurrences

A Delays in delivery of letters 6

B Unfriendly teller assistant 8

C Inconsistent delivery times 10

D Unreliable international post 62

E Parcel damaged in transit 2

F Delivery to wrong address 2

G Parcel lost in transit 1

H No vehicle licence facility 3

I Poor general customer service 56

Draw a Pareto chart and point out how it reflects the 80/20 principle. (4)

[Hint: Use the codes given in the table to represent the causes in the chart].

The following dataset contains the number of defects found on each of 12 randomly

chosen bicycle frames manufactured by Luigi Bikes Inc. over a period of two weeks:

Construct a histogram in order to present the quality manager of Luigi Bikes Inc. with a

graphical representation of the data.

Briefly discuss the first three building blocks for a system of quality improvement.

Discuss any five of the most commonly benchmarked performance measures.

Leadership is the process by which a leader influences a group to move towards the

attainment of superordinate goals. For followers to have power, leadership must share

its power. Briefly explain the various forms of this power

Describe the difference between prevention, appraisal and failure (PAF) costs

Quality is multidimensional for manufactured products, and even more so for services.

Distinguish between services and manufactured goods.

The third step in the product development process includes a technology feasibility

statement. What issues does the technology feasibility statement assess?

A guarantee takes into account customer rights and promotes the confidence about the

purchase of the product. Discuss the conditions that a guarantee should adhere to

There are several definitions of quality. Briefly explain Garvin’s five definitions of quality.