CONFIDENTIAL

FINAL EXAMINATION
JANUARY SEMESTER 2020

QUALITY MANAGEMENT
(MGMT 3610)

(TIME : 5 HOURS)

MATRIC NO. :
:
NAME : _________________________________________
LECTURER : NORSA’ADAH RAIHANAH BINTI AFFANDI

GENERAL INSTRUCTIONS

1. This question booklet consists of 3 printed pages including this page.

2. This question booklet consists of SECTION A.
3. Answer ALL questions in the ANSWER BOOKLET.
4. Student MUST convert your answer booklet into PDF format.
5. PLEASE DO NOT TURN THIS PAGE AND START THE EXAM UNTIL YOU ARE
TOLD TO DO SO.

CONFIDENTIAL

Page 1 of 3
INSTRUCTIONS: TIME: 5 HOURS
__________________________________________________________________________

SECTION A (30 MARKS)

There are THREE (3) questions in this section. Answer ALL questions in the Answer
Booklet.

Question 1

Malik is considering to hold a seminar for his company at The Ritz-Carlton, Langkawi,
Malaysia. The seminar will take three days. Afterwards, he decided to bring his family to stay
with him at the hotel as a short vacation. When mentioned about The Ritz-Carlton, Malik
does not mind about the cost of the service as he knows that this hotel serves a very great
services.

Identify and explain FIVE (5) of service quality dimensions. By referring to your answer
before, give examples for each dimensions that is related with The Ritz-Carlton. Then,
please describe on how The Ritz-Carlton do their customer relationship management
(CRM) and benchmarking.
(25 marks)

Question 2

Janna Nikita sells beauty products and she has been the top seller in Malacca. She receives
positive feedback from the customers such as customer friendly and trusted seller. Recently,
she plans to expand her business around Malaysia. By having a bigger market, Janna Nikita
must have a team formation. What is team? Explain FIVE (5) stages of team formation.
Identify the most suitable type of team to communicate and monitor online business
performance. Justify your reasons of the team that you choose earlier. As people work closely
together in teams, conflicts arise. Suggest to Janna Nikita ONE (1) type of conflict resolution
that can be implemented.
(25 marks)

Question 3

Adam Ahmad, quality manager of Eastern Soldar Engineering & Construction Sdn. Bhd.
compare his customer service quality with a competitor’s, Sam Lee Construction &
Renovation Works. He finds out that his competitor is using a standard survey instrument to
gauge customer satisfaction. He then administers the survey to his customers and found out
on 5-point scale, his company rates 4.0 while his competitor rates 4.7 (with equal dispersion).
He does not know how to use the information that he gets from the survey in order to
understand how his competitor has achieved these scores.

As a quality management student, introduce to him about benchmarking and the range of
benchmarking purpose and quality maturity. State to him Xerox’s formal 10-step process to
benchmarking by Robert Camp.
(25 marks)

Page 2 of 3
Question 4

Given the following cost of quality data for Year 2019, which was collected from the Loans
Department of the Industrial Bank of the South Pacific in Fiji. Categories the data into the
relevant Cost of Quality categories and analyze the results based on their total amount of
conformance and non-conformance cost. What suggestions would you present to the
management of this bank and tell them FOUR (4) benefits of conducting cost of quality?

Loan Processing Amount

($)
1. Rework on the documentation for housing loan 3,200

2. Correction of rejects 400

3. Review of all output 2,100

4. Running credit checks 2,700

5. Downtime caused by server problem 1,500

6. Addressing corrections in documents 1,400

7. Conduct Training 1,700

8. Compensation for system stoppages 620

9. Handling of dealer problem recalls 2,000

10. Reconciliation of uncompleted collateral documents 90

(25 marks)

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