[PDF] operations management

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OPERATIONS MANAGEMENT

NQF LEVEL 4

(3021014)

1 March 2019 (Y-Paper)

13:0016:00

This question paper consists of 6 pages.

NATIONAL CERTIFICATE (VOCATIONAL)

(3021014) -2- NC2260(E)(M1)V

Copyright reserved Please turn over

TIME: 3 HOURS

MARKS: 150

INSTRUCTIONS AND INFORMATION

1. 2. 3. 4.

Answer ALL the questions.

Read ALL the questions carefully.

Number the answers according to the numbering system used in this question paper.

Write neatly and legibly.

(3021014) -3- NC2260(E)(M1)V

Copyright reserved Please turn over

SECTION A

QUESTION 1

1.1 Define each of the following terms:

1.1.1 Decision making

1.1.2 Intuition

1.1.3 Skill

1.1.4 Quality circle

1.1.5 Idea map

(5 × 2) (10)

1.2 Choose a term from COLUMN B that matches a description in COLUMN A.

Write only the letter (AK) next to the question number (1.2.11.2.10) in the

ANSWER BOOK.

COLUMN A COLUMN B

1.2.1 1.2.2 1.2.3 1.2.4 1.2.5 1.2.6 1.2.7 1.2.8 1.2.9

1.2.10

Provides client feedback to the

organisation

Ability to inspire others to work to

achieve the desired results

Added cost with no added value

Period a person serves to acquire

experience

Helps to keep track of the status of

a system

Greatest quantity of a product

manufactured from a business' current operational system

Means of a competitive advantage

Pillar of TQM

Practical tool used to manage the

performance of a company

People with scarce skills and

expertise move to other countries A B C D E F G H I J K zero defect data gathering price balanced scorecard transportation sales and marketing self-management brain drain maximum capacity motivation internship (10 × 1) (10) [20]

TOTAL SECTION A: 20

(3021014) -4- NC2260(E)(M1)V

Copyright reserved Please turn over

SECTION B

Read the extract below and answer the questions.

REWARDING EXCELLENCE IN BUSINESS

Sandton, Johannesburg

Phakwe Mining Services (PMS) scooped two of the four coveted awards at Shanduka Black Umbrellas' National Enterprise Development Awards on 24 June 2017. The awards recognise the performance of the businesses in the Shanduka Black Umbrellas enterprise and supplier-development incubation programme. The underground mine-cleaning company was named the overall national winner for

2017. In addition, PMS was awarded top honours in the Most Jobs Created category.

The owner, Tommy Maboe's, entrepreneurial journey began seven years ago and today the company employs 264 people and has a multimillion-rand turnover. Three years ago PMS was invited to partner with one of Lonmin's suppliers to enable them to be B-BBEE compliant. 'It has not been an easy journey to walk. When we started it felt like we were constantly climbing a never-ending summit. However, there is light at the end of the tunnel and I am truly grateful to have embarked on this trajectory with Shanduka Black Umbrellas, who have been an amazing mentor, partner and friend,' says Tommy. Providing cleaning services to mines underground is very risky and requires an effective risk-management plan. PMS has put in place a quality management system and strives to ensure that all stakeholders adhere to health and safety regulations at all times. Tommy emphasises the need to always strive to surpass clients' needs and expectations and ensuring that the needs of internal stakeholders (employees) in particular are taken care of to sustain their high level of motivation. [Adapted from: http://www.smesouthafrica.co.za/15760/Shandukas-top-performing-SMEs-honoured/]

QUESTION 2

2.1 Tommy's journey in the business world began seven years ago and about

264 people have been employed by the company.

What are the responsibilities of the human resources business system of

PMS? (6 × 2)

(12) 2.2 Tommy attributes the success of PMS to the mentoring services he received from Shanduka Black Umbrellas.

Copyright reserved Please turn over

OPERATIONS MANAGEMENT

NQF LEVEL 4

(3021014)

1 March 2019 (Y-Paper)

13:0016:00

This question paper consists of 6 pages.

NATIONAL CERTIFICATE (VOCATIONAL)

(3021014) -2- NC2260(E)(M1)V

Copyright reserved Please turn over

TIME: 3 HOURS

MARKS: 150

INSTRUCTIONS AND INFORMATION

1. 2. 3. 4.

Answer ALL the questions.

Read ALL the questions carefully.

Number the answers according to the numbering system used in this question paper.

Write neatly and legibly.

(3021014) -3- NC2260(E)(M1)V

Copyright reserved Please turn over

SECTION A

QUESTION 1

1.1 Define each of the following terms:

1.1.1 Decision making

1.1.2 Intuition

1.1.3 Skill

1.1.4 Quality circle

1.1.5 Idea map

(5 × 2) (10)

1.2 Choose a term from COLUMN B that matches a description in COLUMN A.

Write only the letter (AK) next to the question number (1.2.11.2.10) in the

ANSWER BOOK.

COLUMN A COLUMN B

1.2.1 1.2.2 1.2.3 1.2.4 1.2.5 1.2.6 1.2.7 1.2.8 1.2.9

1.2.10

Provides client feedback to the

organisation

Ability to inspire others to work to

achieve the desired results

Added cost with no added value

Period a person serves to acquire

experience

Helps to keep track of the status of

a system

Greatest quantity of a product

manufactured from a business' current operational system

Means of a competitive advantage

Pillar of TQM

Practical tool used to manage the

performance of a company

People with scarce skills and

expertise move to other countries A B C D E F G H I J K zero defect data gathering price balanced scorecard transportation sales and marketing self-management brain drain maximum capacity motivation internship (10 × 1) (10) [20]

TOTAL SECTION A: 20

(3021014) -4- NC2260(E)(M1)V

Copyright reserved Please turn over

SECTION B

Read the extract below and answer the questions.

REWARDING EXCELLENCE IN BUSINESS

Sandton, Johannesburg

Phakwe Mining Services (PMS) scooped two of the four coveted awards at Shanduka Black Umbrellas' National Enterprise Development Awards on 24 June 2017. The awards recognise the performance of the businesses in the Shanduka Black Umbrellas enterprise and supplier-development incubation programme. The underground mine-cleaning company was named the overall national winner for

2017. In addition, PMS was awarded top honours in the Most Jobs Created category.

The owner, Tommy Maboe's, entrepreneurial journey began seven years ago and today the company employs 264 people and has a multimillion-rand turnover. Three years ago PMS was invited to partner with one of Lonmin's suppliers to enable them to be B-BBEE compliant. 'It has not been an easy journey to walk. When we started it felt like we were constantly climbing a never-ending summit. However, there is light at the end of the tunnel and I am truly grateful to have embarked on this trajectory with Shanduka Black Umbrellas, who have been an amazing mentor, partner and friend,' says Tommy. Providing cleaning services to mines underground is very risky and requires an effective risk-management plan. PMS has put in place a quality management system and strives to ensure that all stakeholders adhere to health and safety regulations at all times. Tommy emphasises the need to always strive to surpass clients' needs and expectations and ensuring that the needs of internal stakeholders (employees) in particular are taken care of to sustain their high level of motivation. [Adapted from: http://www.smesouthafrica.co.za/15760/Shandukas-top-performing-SMEs-honoured/]

QUESTION 2

2.1 Tommy's journey in the business world began seven years ago and about

264 people have been employed by the company.

What are the responsibilities of the human resources business system of

PMS? (6 × 2)

(12) 2.2 Tommy attributes the success of PMS to the mentoring services he received from Shanduka Black Umbrellas.