Question: Q3 (a) ) (i) Sketch quality management system model based on ISO 9001:2000. (5 marks) (ii) Discuss FOUR (4) main sections in Quality Management System:

Q3 (a) ) (i) Sketch quality management system

Q3 (a) ) (i) Sketch quality management system model based on ISO 9001:2000. (5 marks) (ii) Discuss FOUR (4) main sections in Quality Management System: ISO 9001 to improve customer satisfaction in an organisation. (8 marks) (b) AKB Sdn. Bhd. produces smart phone for local and global market. However, AKB Sdn. Bhd. faces competition from global companies particularly from Chinese companies. The company's operating cost and prices were higher and its products were of relatively inferior quality compared to its competitors. As a result of this, return on assets fell to less than 20% and market share came down sharply from 90% in 2015 to just 20% in 2020. Between 2015 and 2020, AKB's profits decreased from RM 4.15 billion to RM 200 million. AKB quickly began emphasizing improvement programme to strengthen their business result through implementing the benchmarking program. Apply SIX (6) steps for implementing benchmarking in improving AKB Sdn. Bhd. based on the above scenario. (12 marks)

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