Part A:

Discuss how quality is measured or determined in a product and in a service. Explain also the implications of poor quality and costs associated with it. Illustrate your answer with suitable examples.

Part B:

An audit of a chocolate product manufactured by a small unit in an organisation that produces a number of cocoa-based products has revealed the possibility of some of the output being over-weight. The chocolate product is labelled that it has a net weight of 250 grams. The overall process is highly automated but semi-skilled workers are needed to monitor the equipment and make fine adjustments over a typical day beginning at 9:00 a.m. and ending at 5:00 p.m. Between 11:45 a.m. and 1:15 p.m. workers take turns in having lunch - while one group has a break of 45 minutes, the other group monitors and maintains all equipment.

The data, collected over a period of 8 hours, is provided above. Examine the data and answer the following questions:

a. Clarify whether the automated process is under control.

b. Explain what could be the reasons for possible under-weight or over-weight problems, if any.

c. What additional steps should the supervisor take to examine the issues involved in more detail, if he believes there may be a problem in the production line?