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MNO3703-26-S2

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An organisation successfully implements several improvement

projects but finds that performance returns to previous levels after six

months. Which issue should management investigate?

Whether

the organisation has sufficient advertising expenditure

❌

Whether

improvement has been embedded into standard processes, measurement systems and

organisational culture

✅

Whether

employees should receive fewer improvement opportunities

❌

Whether

the organisation should increase product variety

❌

Whether

customer feedback should be reduced

❌

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An organisation treats every employee mistake as a

disciplinary matter. Consequently, employees stop reporting problems. What is

the MOST likely impact on organisational learning?

Learning

will decline because employees are less willing to share information about

failures

✅

Employees

will become more innovative

❌

Customer

involvement will automatically increase

❌

Root

causes will be eliminated more effectively

❌

Problems

will be identified more rapidly

❌

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A hospital identifies recurring delays in patient discharge.

The improvement team tests a small change, measures the results, studies the

outcome and modifies the process accordingly. Which principle does this BEST

demonstrate?

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Why is continuous improvement central to a Total Quality

Management philosophy?

enables organisations to avoid establishing process standards

❌

promotes systematic and ongoing improvement in processes, products and

organisational performance

✅

eliminates the need for management involvement

❌

focuses exclusively on reducing production costs

❌

transfers quality responsibility to specialist inspectors

❌

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Senior management has developed a quality strategy, but

employees do not understand its objectives or how their activities contribute

to achieving them. What is the MOST significant weakness?

Excessive

performance measurement

❌

Excessive

employee involvement

❌

Ineffective communication of the organisational quality

strategy

✅

Excessive

process standardisation

❌

Excessive

customer participation

❌

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An organisation has obtained ISO 9001 certification but

continues to experience recurring customer complaints and process failures.

Which conclusion is MOST appropriate?

The

organisation should discontinue its quality management system

❌

ISO

certification is unnecessary for quality management

❌

The

organisation should increase its inspection activities

❌

Customer

complaints are primarily a marketing issue

❌

Certification

alone does not guarantee operational excellence; the system must be effectively

implemented and improved

✅

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Which statement BEST explains the purpose of a quality

management system within an organisation pursuing operational excellence?

provide additional documentation for external auditors

❌

replace continuous improvement with standard operating procedures

❌

To provide a systematic framework for managing processes and

consistently achieving requirements

✅

increase the frequency of final-product inspections

❌

ensure that only the quality department is accountable for quality

❌

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A bank requires customers to provide identical information

to four departments before a loan can be approved. Which process redesign

response would be MOST appropriate?

Increase

the number of approval stages

❌

Introduce

additional customer verification forms

❌

Require

customers to communicate independently with every department

❌

Integrate

the process and eliminate unnecessary duplication and hand-offs

✅

Increase

the number of employees involved in the process

❌

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A company redesigns its order-to-delivery process and

removes unnecessary transportation, waiting, duplication and approval stages.

What is the MOST likely result?

Improved process flow and reduced non-value-adding activity

✅

Increased

process complexity

❌

Greater

dependence on final inspection

❌

Increased

departmental isolation

❌

Reduced customer involvement

❌

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A university maps the complete process from student

application through registration, teaching, assessment and graduation. What is

the PRIMARY benefit of this approach?

ensures that all processes have identical performance measures

❌

eliminates the need for departmental responsibilities

❌

It focuses primarily on reducing administrative personnel

❌

identifies process relationships, inputs, outputs and opportunities for

improvement

✅

transfers responsibility for quality to academic staff

❌

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