Question 1 (12 Marks) Based on the complaints made by KZN residents over 'unfair distribution of load shedding it is evident that the quality of service provided by Eskom is not up to standard and it is without a doubt that the reputation of the organization is tarnished, therefore there is a need for improvement to bring satisfaction to the end users. Develop an appropriate solution to curb continuous poor delivery of services by Eskom using the perceptive of Philip Crosby SECTION B Answer ALL the questions in this section. [48 MARKS] Question 2 (48 Marks) 2.1 Discuss project quality planning and project quality assurance (16 marks) 2.2 Briefly discuss FOUR categories of costs of poor quality. (4 marks) 2.3 Identify a project of your choice where no one takes ownership of quality improvement, adopt the view of Dr. Edwards Deming towards quality to demonstrate how this project can achieve acceptable quality and have ownership of quality. (28 marks)