QUESTION $1(35$ Marks$)$

$1\mathrm{.}1$ Based on the article, amongst all reasons behind customer dissatisfaction there is a common denominator in

almost all the comments or rating of South African restaurants.

Identify the common denominator referred to and use ISO $9001$:$2015$ framework to advice on betterment of the

restaurant by addressing the common denominator.

$(17$

marks$)$

$1\mathrm{.}2$ With the aid of Ishikawa diagram analyse the cause and effect of the problem referred to in the

article.

$(18$

marks$)$

QUESTION $2(17$ Marks$)$

You are working for a prominent consulting agency with an office located in Durban nearby a famous restaurant. You are

working with a team of $20$ professionals from this office. Over the past months, your team leader has gathered the data from

your team regarding the effectiveness of your team meetings. The data represented below:

Comments on team meetings Frequency

Miscellaneous $18$

Some people dominate the meetings $14$

Agenda not circulated prior the meeting $12$

Prolonged meeting $11$

There is no formal meeting agenda $9$

Meeting do not commence on time $9$

Leaving meeting while still on progress $8$

Absent with no apology $7$

Construct Vilfredo Pareto distribution diagram.

QUESTION $3(28$ Marks$)$

$3\mathrm{.}1$ Justify the significance of adopting business agility in South African restaurants. $(18$ marks$)$

$3\mathrm{.}2$ Drawing from Fred Edward Fiedler $(1964)$ contingency theory is an organisational theory that holds that there

is no best practice to organise a corporation, to lead a company, or to make decisions. Instead, the optimal

course of action is contingent $($dependent$)$ upon the internal and external situation.

Demonstrate how contingency theory can be used to address the impact of load shedding on South African

restaurants.

$(10$

marks$)$

QUESTION $4(20$ Marks$)$

The Six Sigma DMAIC process is an improvement system for existing processes falling below specification and seeking

incremental improvement. You are tasked to advise the program quality manager of a certain South African restaurant

about this process. Proved a brief discussion of Six Sigma DMAIC process $($chronologically$).$