Read the short scenario on Creative Design $($PTY$)$ LTD below. Apply the theory to the case scenario when answering the questions that follow.

A major South African furniture manufacturer, Creative Design $($PTY$)$ LTD$,$ is concerned about its record relating to the high volume of customer returns of TV cabinets. A considerable amount of time is spent on repairs of items under warranty. Common complaints include that shelves are loose, doors are not closing, and the edges are loose. Most of the returns are from major chain stores. This is creating high levels of uncertainty. One of the major chain stores recently cancelled all their orders and threatened to close their account should this pattern of returns continue. Another frustration is the turnaround time of repairs: it takes $15$ to $20$ working days to repair a TV cabinet. The numerous problems identified include long lead times for raw materials, load shedding, the high rate of incomplete jobs, poor quality materials used to repair damages, non$-$conforming materials and incorrect parts received from suppliers.

Further delays are caused by inexperienced artisans, high absenteeism and unspecified parts replaced, causing further returns and reworks. The chief operating officer of Creative Design $($PTY$)$ LTD has tasked you as the operations manager to design and implement a quality plan to solve the problems as the

costs are escalating and customers are moving away from Creative Design $($PTY$)$ LTD$$s popular brand.

$4\mathrm{.}1$ Creative Design $($PTY$)$ LTD has a series of problems that need to be addressed. What is the required commitment of quality in all functions to establish quality and to achieve and improve the business performance? $(2)4\mathrm{.}2$ In dealing with Creative Design$$s customer returns and customer complaints, apply the Operation Requirement of the ISO $9001$: $2015$ standard specifically $$release of products and services$$ and $$control of non$-$conforming outputs.$$ Substantiate how the high levels of uncertainty can be reduced by using this application? $(7)4\mathrm{.}3$ In improving Creative Design PTY $($LTD$)$s customer complaints of poor$-$quality materials and non$-$conforming materials. Elaborate on how you would implement the designing aspects of quality to meet customer requirements, cost, and production? $4\mathrm{.}4$ Creative Design PTY $($LTD$)$ is struggling to hold onto customers. You realise the organisation$$s internal dynamics require a larger process$-$based system to integrate customers and suppliers$$ interests. Justify how you as the Operations Manager would organise people for quality as part of your plan to solve the problems of the organisation? $(8)4\mathrm{.}5$ Justify the role and responsibility of senior management in the development of a teamwork culture for Creative Design PTY $($LTD$).(5)$