Use 500-700 words for answering
questions
1. The Kano Model describes the connection
between customer satisfaction and the
realization of customer requirements.
a. Briefly described the FIVE
characteristics of customer requirements with each one
example from product and service (Totally
10 examples). [15 Marks]
b. Draft each of the FIVE
characteristics of customer requirements identified in part a in Kano Model for
product and the service. (Totally 2 diagrams). [10 Marks]
3. The ADKAR model is a change management
tool commonly used by change leaders to identify why change is difficult and
why some changes succeed while others are unsuccessful. Suppose your company is
going to use a mobile apps which staff can apply for leaves by his/her mobile
phone and the supervisor can also approve or reject by his/her mobile phone, so
as to improve the performance of the office staff. Suggest how the change
manager can make use of ADKAR model to handle this change? [25 Marks]
4. Imagine that you are now appointed by
the Managing Director of a Fast Food Restaurant Chains as the Group Quality
Director to create a plan for major strategic change to emphasis on improving
product and service quality, and quickly adopt best practice in all critical
functions (such as marketing, operations, customer-services.) You suggest to
launch a Total Quality Management Program to achieve these objectives. List out
FIVE of the crucial components in this TQM program, and the ways you might see
them implemented in the Group.
5. Sustainability is defined as “Meeting
the needs of the present generation without
compromising the ability of future
generations to meet their own needs.”
a. Lists out the 7 objectives of
sustainability development. [7 Marks]
b. Who is responsible then for sustainable
leadership? [3 Marks]
c. List out FIVE varieties of sustainable
leadership examples and principles.
[15
Marks]
