Operations Management NCV Level 2 — Document
December 2020 — NCV Level 2 — Operations Management
NCV Level 2
2020
NCV Business
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Q1— Section header —
1.1Indicate whether the followin g statements are TRUE or FALSE by writing only ' True ' or ' False ' next to the question number (1.1.1 – 1.1.15) in the ANSWER BOOK.
1.1.1Businesses exist to satisfy human needs and to get profit in return.
1.1.2Procedures refer to the way things are done in a business.
1.1.3Companies do maintenance to keep the equipment and machinery in good working order.
1.1.4Unhappy customers spread good news about a company.
1.1.5Companies learn nothing from customers who complain.
1.1.6Internal communication takes place when a business communicates with its competitors.
1.1.7A policy provides a way of doing something that has been officially agreed upon.
1.1.8Once a prototype has been designed, the pr oduction stage may begin.
1.1.9The operations manager's role in the delivery of customer service is to ensure that materials are obtained from suppliers.
1.1.10The internal environment of a business includes items such as exchange rate.
1.1.11Asset is the money required to start a business.
1.1.12Goals and objectives describe the purpose of the weekly action plan.
1.1.13Wearing protective clothing is an example of a safety measure.
1.1.14Only higher pay motivates employees to be productive at work.
1.1.15A leadership gap takes place when some employees a re underqualified and unqualified. (15 × 1) (15) Copyright reserved Please turn over (3021012) - 4 -
1.2Choose an item from COLUMN B that matches a description in COLUMN A. Write only the letter (A – O) next to the question number (1.2.1 – 1.2.15) in the ANSWER BOOK. COLUMN A COLUMN B 1 .2.1 P ay which is calculated according to work done A b ench mark
1.2.2It is one of the techniques to reduce risk B prevention
1.2.3A wri tten list of goals and how the goals will be C survey forms achieved D infrastructure 1.2.4 When a business delivers a satisfactory service with minimal time and effort E commission
1.2.5A set level against which quality can be measured F inventory
1.2.6This includes that an operations manager must G upskill ensure that computers and telephones are working H human resources 1.2.7 A record of items on hand within a company Buying equipment which is required by a I transport 1.2.8
1.2.9They are appointed to ensure that companies are fully compliant to avoid claims for injuries K procurement sustained in the workplace L safety officers
1.2.10The profits which a business makes when investing in infrastructure and machinery M return on assets
1.2.11G iven to customers to rate the services received N SABS from a business O efficiency 1.2.12 An intervention to improve employee performance
1.2.13Determine s the minimum quality requirements for products
1.2.14This function requires operations managers to ensure that good s and services are delivered on time R esponsible for recruitment and selection of 1.2.15 employees (15 × 1) ( 15 ) [30] TOTAL SECTION A: 3030
Q2— Section header —
2.1Formulate TWO goal s for the Grace House s helter. (2 × 2) (4)4
2.2You have been requested to design a floor plan for the shelter. Wh at is the purpose of a floor pla n? (2 × 1) (2)2
2.3JJ has to manage risks at the shelter. Explain the strategies he can use to manage health and safety risks as set out by OHSA. (3 × 2) (6)6
2.4The s helter has a financial p olicy which must be adhered to. Explain what must be included in this policy. (3 × 2) (6) Copyright reserved Please turn over (3021012) - 6 -
2.5Explain the benefits when JJ as the operations manager performs his different roles effectively. (4 × 1) (4)4
2.6Health and safet y is important at the s helter. What should be included in the health and safety programme? (3 × 1) (3) [25]25
Q3— Section header —
3.1Explain how JJ can execute the following functions as an operations manager :
3.1.1Planning
3.1.2Organising
3.1.3Leading (3 × 2) (6)6
3.2Explain the importance of appointing the following persons within organisations :
3.2.1Internal safety officer (2 × 2) (4)4
3.2.2External safety officer (2 × 2) (4)4
3.3Give examples of the infrastructure that is required for the shelter to function effectively. (4 × 1) (4)4
3.4The s helter is looking for a cleaner. State the procedures which must be followed to appoint a cleaner. (4 × 1) (4)4
3.5The Krugerdorp community is an important s t akeholder for Grace House Shelter. Name examples of the community as stakeholders. (3 × 1) (3) [25] Copyright reserved Please turn over ( 3021012 ) - 7 -25
Q4— Section header —
4.1Most of the employee s are threatening to leave the s helter and look for employment at other organisations. What strategies should be implemented to retain these employees? (4 × 2) (8)8
4.2Elize plans to introduce total quality management ( TQM ) at the shelter.
4.2.1Explain THREE techniques for continuous improvement. (3 × 2) (6)6
4.2.2Explain how Elize can apply the following TQM tools : (a) Brainstorming (b) Focus groups (c) Check lists (3 × 2) (6) [20] TOTAL SECTION B: 70 GRAND TOTAL: 100 Copyright reserved20
Topics Identified
4
Business EnvironmentsForms of OwnershipLeadershipBusiness Plan
Mark Allocation
Total100 marks
Sections30 + 25 + 25 + 20 = 100 marks
Per-question sum85 marks
Key Information
Websitewww.krugersdorpnews.co.za
Paper information
TitleDocument
SubjectOperations Management
LevelNCV Level 2
Document typeNCV Business
Year2020
MonthDecember
Pages7
Downloads4
Examination context
Decade2020s
Years ago6y
SeasonSummer (SH)
Start dayTuesday
Exam periodDecember 2020
Days since exam2,141
About Operations Management examination preparation
This TVET examination resource can be used as part of a structured revision programme. Past papers are most useful when learners attempt questions independently, work within a realistic time limit, and review their answers afterwards.
How to use this resource for revision
A TVET past examination paper is most useful when it is treated as an active revision exercise. Try the questions yourself before checking the corresponding memorandum. Where you make an error, identify the reason — was it a knowledge gap, a calculation mistake, an interpretation issue, or an examination technique problem?
For stronger examination practice, complete the paper without unnecessary interruptions and keep track of the questions that take the most time. Afterwards, review the memorandum and separate knowledge gaps from mistakes caused by interpretation, calculation, structure, or examination technique.
understanding question requirements
applying subject knowledge
working under time constraints
checking answers
identifying revision priorities
A practical revision approach
Start by completing the resource without looking at the memorandum. Review incorrect and incomplete answers afterwards and make a short revision list based on the areas that caused difficulty.
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