(a) The Quality Gap Model examines how gaps can arise between customer expectations and perceptions Explain the five gaps in the model and outline the actions managers need to take to close each gap, with examples (25 marks) (b) Explain the 4 common types of cost in the Cost of Quality (CoQ) model with examples Contrast the traditional view of the CoQ model with the view of CoQ taken in Total Quality Management (25 marks) (c) In designing a Quality Management System, it is critical that measures be put in place to avoid all Type II errors, as they can result in faulty product being delivered to customers Critically discuss with reference to specific examples (50 marks)

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Question: (a) The Quality Gap Model examines how gaps can arise between customer expectations and perceptions. Explain the five gaps in the model and outline the

(a) The Quality Gap Model examines how gaps can arise between customer expectations and perceptions. Explain the five gaps in the model and outline the actions managers need to take to close each gap, with examples.

(25 marks)

(b) Explain the 4 common types of cost in the Cost of Quality (CoQ) model with examples. Contrast the traditional view of the CoQ model with the view of CoQ taken in Total Quality Management. (25 marks)
(c) In designing a Quality Management System, it is critical that measures be put in place to avoid all Type II errors, as they can result in faulty product being delivered to customers.

Critically discuss with reference to specific examples. (50 marks)

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