QUESTION 3 Nallorwide Metrology Repairs, Inc has a thiung business roparing and uograding ngh technology measuring instruments. The company has colected the following costs of quality over the past year in order to address ary qualty probie they experiencing Category Customer rebums Inspection costs- outgoing inspection costs-inooming Workstation downime Training/system impravement Rework costs Annual Loss (5) 120,000 35,000 15,000 50,000 30,000 50,000 (a) Explain the following statement "Qualty cost programs transiste quality problems [5 marks] (b) Determine the total percentage in oach of the four major quality cost categorias for (8 marks) (c) Use Parelo analysis to investigale Nationwide Metrology Repsirs Inc quality losses into the language of top management the Nationwide Metrology Repairs, Inc. in an effort to improve their and suggest which areas they should address firat quality 112 marks) QUESTION 4 Organisations today have recogrised the rising cusiomer expectations and market standards that have resuled from quaity iprovements and competition. Consequenly customer service has become the rule, not the exception With this in mind, answer the following questions (a) Why does an organisation need to measure customer satisfaction? (5 marks] (b) Explain the lkwy dimensions af servioe quality [10 marksj (c) Define each of the follawing terms as they nelato lo Kano's model: dissalishier satisfier, and excitersidelighters. Explain how an excteridelighter can become a 110 marks satisfier or dissalisfier