Question 1

By using not less than 5 symbols, construct the process map of any process in your organization. (20 Marks )

Question 2

Quality costs have an influence on the bottom line of an organization. Analyze the 4 types of quality costs incurred in your organization with examples of each. (25 marks )

Question 3 (Case Study)

Read question below and answer the following questions. (50 Marks)

Impact of Benchmarking at AT&T

AT&T Inc. is one of the world's lagerst telecommunication holding campanies and is the largest in the United States. Operating globally under the AT&T brand, AT&T companies are recognized as the leading world-wide providers of IP-based communications services to business and as the leading providers of high-speed DSL Internet, local and long distance voice, and directory publishing and advertising services in the United State. While companies such as Motorola, Ford, DuPont and Xerox have routinely benchmarked their manufacturing operations, AT&T with the help of the accounting firm Coopers & Lybrand has benchmarked its cash management operations. Operations benchmarked include cash positioning, cash concentration, cash mobilization funds transfer and cash transactions accounting. First, AT&T determined the areas to benchmark and the companies to benchmark against. Then, it determined theindicators that would be measured and collect journals and advertisements. it analysed the data and determined the best in-in-the-class from each identified benchmark. AT&T Then evaluated its progress against the benchmarks and decided on the best way to improve operations. as a result of its extensive benchmarking effort, AT&T increased automated clearinghouse usage, increased electronic data interchange / electronic funds transfer focus, enhanced training and education, created a quality consultant position, reduced management and staffing, consolidated operations and systems, combined banking and cash management functions, simplified its banking network and reduced the number of its bank accounts

3.1 What type of benchmarking did AT&T embark on? (2 Marks )

3.2 What is the purpose of benchmarking? (14 Marks )

3.3 What was the purpose of benchmarking for AT&T? (1)

3.4 What are the 2 parties to a benchmarking relationship? (2 Marks)

3.5 Identify and briefly describe the benchmarking steps which were taken by AT&T (16 Marks )

3.6 What benefits were realized by AT&T through benchmarking? (5 marks)

3.7 Assuming that AT&T also decided to implement ISO 9001:

3.7.1 What do think will be the purpose for this certification? (5 Marks )

3.7.2 What Benefits are likely to be realised by AT&T by implementing this management system? (5 marks)