a. How does Quality start? (4marks) b. For the following service dimensions for products indicate the corresponding dimension for services (4MARKS) Conformance to specifications Performance Reliability Features e. Traditionally, change for American managers involves large magnitudes, such as major organizational restructuring. The Japanese, on the other hand, believe that the best and most lasting changes come from gradual improvements. Explain two techniques that can be used to achieve gradual improvements. (8MARKS) d. TQM organizations view their employees as the most important organizational resource and great care is taken in employee hiring and training. Using the process approach describe a typical recruitment process. State two benefits of the process approach. (6MARKS) (8MARKS) e. Outline the Procedure for constructing Pareto diagrams