QUESTION 1

It is strongly argued that the Quality Management Standard (QMS) ISO 9001:2008 forms a basis for performance improvement and organizational excellence. As a newly appointed management representative in your organization, describe the actions, measures and steps you would initiate and establish in an attempt to obtain certification towards ISO 9001:2008 QMS.

QUESTION 2

The basic idea behind benchmarking is simple:

• Find an organisation that is best at what your own organisation does
• study how it achieves such results
• make plans for improving your own performance
• Implement the plans, and
• Monitor and evaluate the results

In other words: benchmarking is to identify and implement best practice. Briefly explain

(i) The benefits
(ii) Constraints and
(iii) Conditions required for benchmarking

QUESTION 3

There are multiple reasons why some people resist change. Adding to this complexity is the fact that sometimes the stated reason hides the real and more deeply personal reason. It is also argued that resistance to change is a normal phenomenon in all socio, economic cultural and organizational settings

Identify and explain the reasons why employees resist change