$1.$Analyse the case study below in relation to quality and apply

concept of cost of quality to the company as awhole. $(25$ MARKS$)$

BOEING CASE STUDY

In March $2019,$aviation regulatorsand airlines around the worldgroundedallBoeing

$737$ MAXpassengerairlinersafter two MAX $8$ aircraft crashed, killing the $346$ people

aboard. The accidents befellLion Air Flight $610$on October $29,2018$ andEthiopian

Airlines Flight $302$on March $10,2019.$ Ethiopian Airlines acted first, grounding its fleet

effective the day of the accident. On March $11,$Chinese authoritiesordered the first

regulatory grounding, and most other agencies and airlines banned the airplane over the

next two days. TheFederal Aviation Administration$($FAA$)$ initially reaffirmed the

airplane'sairworthinesson March $11,$ but grounded it on March $13.$ The groundings

affected $59$ airlines operating $387$ MAX aircraft.

In both accidents, pilots struggled against automated commands by the

newManeuvering Characteristics Augmentation System$($MCAS$),$ which repeatedly

pushed the airplane nose down in response to erroneousangle of attack$($AoA$)$ data. Pilots

learned of MCAS only via an update to the flight manual, issued after the first crash.

After the second crash, theUnited States Department of Transportation$($DOT$)$

andCongresslaunched investigations into FAAtype certificationof the MAX,

particularly whether the FAA delegated too much authority to Boeing for engineeringself

approval. Industry experts said the conclusions could change the global standards for

certification.

Boeingadmitted that MCAS played a role in both crashes and began updates to the flight

control systems and cockpit displays. Tests uncovered additional computer problems

that required further changes before recertification. The company suspended deliveries

and reduced production of the MAX, and said it might temporarily stop manufacturing

the airplane. Airlines cancelledthousands of flights and leased other aircraft to fill in for

the MAX. Boeing recorded a $$4\mathrm{.}9$billionchargefor compensation to airlines, and set up

a fund to help families of accident victims. Pilots and families sued Boeing for allegedly

concealing flaws in the airplane.

$2.$Describe the overall contribution of Demings fourteen Points to

quality. Pick three that might apply to your personal experience

and discuss in detail. How does each point leadto improvementin

quality?$(25$ Marks$)$