Quality of Performance

Business Studies

QUALITY OF PERFORMANCE

FOR THE LEARNER

This consolidation tasks has been developed to assist you to determine your conceptual understanding of the content covered as part of the topics Quality of Performance and to provide you with examples of questions that includes all three levels of questioning
The consolidation task must be attempted immediately after the completion of the prescribed content.
Please use the core content uploaded on the Business Studies Curriculum Website to ensure that you’ve covered the content in full.
The questions below are colour coded. It is important that you start by answering the questions in green, followed by the blue questions then the questions in red.
Part 1 deals with content that was covered in Grade 10
Part 2 deal with content covered in Grade 12
Part 3 is an essay type question. When answering this question please make sure that you include the following in your essay:

- Write the correct question number of the essay on the top line on your page

- Write the word “Introduction”, underline it and write two facts relating to Quality

- Write all facts in full sentences and in point form

- Write the word “Body” and underline it

- Use Sub Headings. The instruction below the scenario gives you a clue of the

required Sub-headings [Two marks will be awarded if the sub-headings are correct].

Use the following

Sub- headings

1. Elements of TQM

2. Impact of poor TQM

3. Reducing the cost of quality through TQM.

- Include TWO examples in the body

- Write the word “Conclusion” – Provide one fact on Quality that wasn’t mentioned in

the conclusion or the body

Use the suggested answers provided to mark your answers.
If you scored less than 60% for the consolidation tasks, then you must revise the core content and

attempt the consolidation questions again.

PART 1:
LEARNERS @ RISK & PROGRESSED LEARNERS – GRADE 10 CONTENT

1. Define the term “quality”

2.Match the Business Function in Column A with the statement in Column B

COLUMN A / COLUMN B
1 / Management / A / Determine the need for funds
2 / Administration / B / Converting raw materials into finished products
3 / Human Resources / C / Refers to the acquisition of raw materials
4 / Production / D / Responsible for strategic planning
5 / Financial / E / Safe keeping of information
6 / Public relations / F / Recruitment of suitable candidates for a job
7 / Marketing / G / Promotes a positive business image
8 / Purchasing / H / Bring goods within the reach of consumers
PART 2
GRADE 12 CONSOLIDATION QUESTIONS

1.1Various options are provided as possible answers to the following questions. Choose the answer and write only the letter (A – D) next to the question number (1.1.1 – 1.1.5) in the ANSWER BOOK. For example, 1.1.6 E.

1.1.1We know quality has been achieved when

A – Customers are satisfied and return

B – Employees are happy and motivated

C – Productivity is high

D – Large sums of money are invested in the business

1.1.2Achieving quality in production and purchasing

A – is easier in smaller businesses than larger businesses.

B – relies heavily on the quality of employees

C – requires good planning and efficiency

D – needs a lot of financial input

1.1.3Smaller businesses can offer better quality because

A – they have the best available products

B – they have full control over the aspects of quality

C – they have unlimited growth and development opportunities

D – they employ fewer employees

1.1.4Quality can best be defined as

A – The techniques and tools to design and improve the quality of a product, a service or a system

B – level of satisfaction of the clients

C – the number of standards met

D – the reputation of the business

1.1.5Requirements of a quality management system

A – Quality

B – ISO 9001

C – SABS

D – Total Quality

(5x2) [10]

1.2Choose a description from Column B that matches a term in Column A. write only the letter (A – G) next to the question number (1.2.1 – 1.2.5) in the ANSWER BOOK. For example, 1.2.6 H.

COLUMN A / COLUMN B
1.2.1 / ISO 9000 / A / Set of quality management system standards
1.2.2 / Quality Management Systems / B / Refers to the total performance of each department measured against the specified standards.
1.2.3 / Quality performance / C / Systems that ensure that the desired quality is met by inspecting the final product with consistently high standards
1.2.4 / Quality assurance / D / States the requirements of a quality management system
1.2.5 / Quality control / E / The process to ensure that the quality of products, services and systems adhere to the set standards, with minimal defects and checks are done during and after production process.
F / It is a framework that a business uses to manage key processes.

(5 x 2) (10)

TOTAL SECTION A: 20

SECTION B (COMPULSORY)

NOTE: Clearly indicate the QUESTION NUMBER of each question. The answer to EACH question must start on a NEW page, for example QUESTION 2 on a NEW page, QUESTION 3 on a NEW page, et cetera.

QUESTION 2: BUSINESS OPERATIONS

2.1 Read the case study below and answer the questions that follow:

The SABS recently received many complaints about the quality of goods in the manufacturing industry. They have decided to carry out research to determine the level of quality assurance and control in this industry. They discovered that many businesses do not have quality management systems in place.

2.1.1What does SABS stand for? (2)

2.1.2Discuss what a quality management system is. (4)

2.1.3Motivate why it is important to have these systems in place. (8)

2.2Evaluate how TQM can impact on the reduction of the cost of quality (6)

[20]

QUESTION 3: BUSINESS OPERATIONS

3.1Read the case study below and answer the questions that follow:

You are a newly appointed General Manager of Jam Manufacturers in which the business functions are managed separately by departmental managers. Poor customer satisfaction indicates that there is a serious need to improve quality in each business function.

3.1.1 Analyse how the quality of performance of the General Management function and the Marketing function can contribute towards making the business more profitable. (12)

3.1.2 What are the THREE basic principles of TQM? (6)

3.1.3How does teamwork increase the quality within the business? (2)

[20]

PART 3:
ESSAY TYPE QUESTIONS

QUESTION 4: BUSINESS OPERATIONS (QUALITY OF PERFORMANCE)

Quality performance in all businesses is essential. Without a quality management system the business will experience problems. Quality must therefore be continuously improved in order to maintain high standards.

- Discuss any THREE elements of Total Quality Management (TQM) and evaluate the impact if TQM is not properly implemented by businesses.

-Recommend ways in which businesses can reduce the cost of quality through TQM.

[40]