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Q1— Section header —
1.1Various options are given as possible answers to the following questions. Choose the correct answer and write only the letter (A D\ next to the question number (1.1.1
1.1.10\in the ANSWER BOOK.
1.1.1The process used or measuring, evaluating and adjusting a business system is called
1.1.2A phase in which a system is modified using selection of appropriate corrective actions from different alternatives is known
1.1.3Zero defect Training Accreditation Put ting the
1.1.4When organisations review QMS process es , in ternal feedback must be obtained from the
1.1.5When another party is prepared to cover the costs when a risk could occur:
1.1.6person. A p hoto A v oice
1.1.7The common goal of these stakeholders is to avoid price wars Competitors Employees Customers
1.1.8on financial information. LIFO FIFO
1.1.9renewable natural resource. Water Gold Technology
1.1.10xamples include raw materials, work in process and/or completed goods Inventory
1.2Choose a term from COLUMN B that matches a description in COLUMN A. Write only the l etter (A M\ext to the question number (1.2.1
1.2.10\the ANSWER BOOK. COLUMN A COLUMN B
1.2.10Experienced person who advises or helps a lesser experienced one Method used to evaluate peers Way in which to visualise percentages
Q2— Section header —
2.1Identify the different types of goals/plans for this business. (3 2\ (6\
2.2Nomhle and Ntokozo shoul d compile an operational plan. State the contents of an operational plan. (5 1\
2.3TourIkasi as a new business needs people with skills to achieve its goals
2.3.1Define what skill is (2\
2.3.2Explain the types of skills that employees of TourIkasi should have to achieve its goals. (4 3\ (12\
2.4Explain SIX external environmental factors that may hamper TourIkasi from achieving its set goal (6 2\
2.5List THREE different operations measurements that TourIkasi can use to view its overall effectiv eness of equipment (OEE\ (3\ [40]40
Q3— Section header —
3.1TourIkasi is a unique business therefore, it is vital that it maintain quality service in all its dealings to remain viable.
3.1.1What are the quality needs of this business?
3.1.2Quality needs can differ from one business to another. How can TourIkasi meet its quality needs? (4 2\
3.1.3 Explain why quality is important to clients of TourIkasi. (3 2\ (6\
3.1.4If clients of TourIkasi are not satisfied with the quality of service the company provide it could hinder the company's success.
3.2TourIkasi like any new and existing business is exposed to numerous risks. 3. .1 List
Q3— Section header —
3.3It is important for TourIkasi to maintain a competitive advantage. Describe competitive advantage. [4
Q4— Section header —
4.1One of Selina s task is to link all business systems of TourIkasi.
4.1.1State the functions of the human resource s system. (5\
4.1.2What are the functions of the finance system? (5\
4.1.3
4.2Selina must ensure that TourIkasi is productive. This will make investors happy as the will receive a return on their investments.
4.2.1Define productivity (2\
4.2.2
4.2.3List the SIX steps to be followed when evaluating peers using the brainstorming method. (6\
4.3Explain the following performance indicators:
4.3.1First request fix rate
4.3.2Customer attrition rate
4.3.3Return on equity
4.3.4Opportunity success rate
4.3.5Overtime rate
4.3.646