QUESTION 1 (a) Explain the difference between attribute charts and variable charts. [3 marks] (b) Compare the difference in objectives for continual improvement and benchmarking. Explain your answer by using your own words. [5 marks] (c) Mr. Marzuki has recently established BoB Bakery in Besut. He has received complaints from customers that the party cakes have not been delivered on time. After a detailed analysis, he came up with the following causes for the delayed delivery of party cakes: 1. Frequent breakdowns of machine 2. Few skilled workers to bake cakes 3. Inappropriate procedures 4. Unavailability of materials 5. Heavy pressure from supervisor 6. Miscommunication between salesmen and Chef. 7. Poor transportation Advise Mr. Marzuki by explaining the importance of Fishbone diagram and draw its diagram [10 marks) (d) d The Gap Model of Service Quality (aka the Customer Service Gap Model or the 5 Gap Model) is a framework which can help us to understand customer satisfaction. With your own word, please draw a service quality gaps model. [7 marks)