Question (2): Based on what you have learned about benchmarking, read the following case study and answer the below questions: ( 10 marks)

Benchmarking at Motorola

Motorola , one of the original Malcom Baldridge Award winners, has found that even after achieving best- in- class, there is much to be gained through continued benchmarking.Every new program, every new product , and every new improvement effort at Motorola is preceded by a search for the best in class. In this way , Motorola ensures that every new process introduced will be world class.

Questions:

1. Why do you think motivates Motorola to invest in benchmarking?(support your answer by the definition of benchmarking) (5 marks)
2. Briefly show what would be Motorolas benchmarking methodology. (5 marks)

Question (3): Multiple choice questions: (10 marks)

1. Quality starts by understanding_______________.
   1. Customer requirements.
   2. Competitors.
   3. Building a mission statement.
   4. Quality tools.

2. Key factors that are needed which together achieve the mission statement.

1. Critical Success factors.
2. Key Performance indicators.
3. Quality process.
4. Suppliers and partners.

3. There are two distinct, but interrelated aspects of quality are:

1. Design & Conformance of Design
2. Price & Customers
3. Suppliers & Partners
4. Features & Functionalities.

4. Adairs model of action-centred leadership addresses ______________ in the form of three overlapping circles.
   1. Task needs, team needs, individual needs.
   2. Specific needs, measurable needs, Realistic needs.
   3. Customer needs, Process needs, Social needs.
   4. All of the above.