quality of performance essay grade 12

BUSINESS STUDIES GRADE 12 QUESTIONS - NSC PAST PAPERS AND MEMOS NOVEMBER 2019

BUSINESS STUDIES GRADE 12 NATIONAL SENIOR CERTIFICATE EXAMINATIONS NOVEMBER 2019

INSTRUCTIONS AND INFORMATION Read the following instructions carefully before answering the questions.

• This question paper consists of THREE sections and covers all FOUR main topics. SECTION A: COMPULSORY SECTION B: Consists of FIVE questions Answer any THREE of the five questions in this section. SECTION C: Consists of FOUR questions Answer any TWO of the four questions in this section.
• Read the instructions for each question carefully and take particular note of what is required. Note that ONLY the first THREE questions in SECTION B and the first TWO questions in SECTION C will be marked.
• Number the answers correctly according to the numbering system used in this question paper. NO marks will be awarded for answers that are numbered incorrectly.
• Except where other instructions are given, answers must be in full sentences.

• Use the table below as a guide for mark and time allocation when answering each question
• Begin the answer to EACH question on a NEW page, e.g. QUESTION 1 – new page, QUESTION 2 – new page.
• You may use a non-programmable calculator.
• Write neatly and legibly.

SECTION A (COMPULSORY) QUESTION 1 1.1 Various options are provided as possible answers to the following questions. Choose the answer and write only the letter (A–D) next to the question numbers (1.1.1 to 1.1.10) in the ANSWER BOOK, e.g. 1.1.11 D. 1.1.1 The aim of this Act is to protect consumers against unfair reckless lending by businesses:

• Consumer Protection Act (CPA), 2008 (Act 68 of 2008)
• Employment Equity Act (EEA), 1998 (Act 55 of 1998)
• National Credit Act (NCA), 2005 (Act 34 of 2005)
• Labour Relations Act (LRA), 1995 (Act 66 of 1995)

1.1.2 Teddy Car Manufacturers implemented the … integration strategy when they bought Tail Motors Spares.

1.1.3 ABC Paints operate in the … sector as they specialise in the manufacturing of paint.

1.1.4 William, the manager of Eden Supermarket, applies the … leadership style when delegating tasks to followers without supervision.

• bureaucratic
• laissez-faire/free-reign
• charismatic

1.1.5 The … company provides essential services such as water and electricity at reasonable prices.

• personal liability
• state-owned

1.1.6 An example of a non-verbal presentation is information in the form of a/an …

• written report.
• data projector.
• video conferencing.
• oral report.

1.1.7 This problem-solving technique requires each employee to first generate his/her own ideas and then share them with members:

• Brainstorming
• Force-field analysis
• Empty chair technique
• Nominal group technique

1.1.8 Goal Ltd contributes towards the well-being of their employees by …

• giving them the right to freedom of association.
• providing recreational facilities.
• allowing them longer break intervals despite tight deadlines.
• providing transport to all employees regardless of working hours.

1.1.9 The … function ensures reliable capturing and storing of data/ information.

• human resource
• administration

1.1.10 The process of matching a new employee's skills and abilities with the requirements of a job is known as ...

• recruitment.
• training. (10 x 2) (20)

1.2 Complete the following statements by using the words provided in the list below. Write only the word(s) next to the question numbers (1.2.1 to 1.2.5) in the ANSWER BOOK. simple interest; quality management; health and safety representative; one and a half of; recruitment; employer; compound interest; double; screening; quality 1.2.1 Ricky received … his normal rate of pay for working on a public holiday. 1.2.2 Thandeka earned … calculated on the principal amount and accumulated interest. 1.2.3 The responsibility of the … is to provide all the necessary equipment for workers to perform their duties in a favourable work environment. 1.2.4 The ability of goods/services to meet the specific needs of customers/clients, is known as … 1.2.5 Candidates' application forms are checked against the requirements of the job during the … process. (5 x 2) (10) 1.3 Choose a description from COLUMN B that matches a term in COLUMN A. Write only the letter (A–J) next to the question numbers (1.3.1 to 1.3.5) in the ANSWER BOOK, e.g. 1.3.6 K.

(5 x 2) (10) TOTAL SECTION A: 40 SECTION B Answer ANY THREE questions in this section. NOTE: Clearly indicate the QUESTION NUMBER of each question that you choose. The answer to EACH question must start on a NEW page, e.g. QUESTION 2 on a NEW page, QUESTION 3 on a NEW page.

QUESTION 2: BUSINESS ENVIRONMENTS 2.1 Name THREE types of diversification strategies. (3) 2.2 Outline the role of SETAs in supporting the Skills Development Act (SDA), 1998 (Act 97 of 1998). (8) 2.3 Identify the leave provision stipulated in the Basic Conditions of Employment Act (BCEA), 1997 (Act 75 of 1997) that Quick Shoe Manufacturers complied with in EACH statement below: 2.3.1 Ruth, the secretary, was allowed to stay home for four consecutive months after her baby was born. 2.3.2 Ashley, the supervisor, is entitled to take up to 21 days leave per year. 2.3.3 John, the financial clerk, was given permission to take three to five days off work to attend to his sick mother. 2.3.4 Zodwa, the production manager, brought a medical certificate for taking three days off to recover from flu. (8) 2.4 Explain the purpose of the Labour Relations Act (LRA), 1995 (Act 66 of 1995). (8) 2.5 Discuss any THREE consumer rights as stipulated in the Consumer Protection Act (CPA), 2008 (Act 68 of 2008). (9) 2.6 Read the scenario below and answer the questions that follow. MEAT MARKET LTD Meat Market Ltd specialises in supplying fresh meat to customers. The company gave some of its shares to their previously disadvantaged employees. They were also offered learnership programmes. 2.6.1 Name the Act that Meat Market Ltd is complying with in the scenario above. (2) 2.6.2 Identify TWO pillars of the Act identified in QUESTION 2.6.1 that Meat Market Ltd implemented. Motivate your answer by quoting from the scenario above. Use the table below as a GUIDE to answer QUESTION 2.6.2.

(6) 2.7 Explain how the following PESTLE elements/factors may pose challenges to businesses: 2.7.1 Economic (4) 2.7.2 Social (4) 2.8 Suggest practical ways in which businesses may comply with the Employment Equity Act (EEA), 1998 (Act 55 of 1998). (8) [60]

QUESTION 3: BUSINESS VENTURES 3.1 State FOUR types of preference shares. (4) 3.2 Outline the advantages of unit trusts as a form of investment. (8) 3.3 Read the scenario below and answer the questions that follow. MOUNTAIN HOTEL (MH) Sihle, the owner of Mountain Hotel, applies the democratic leadership style in managing his employees. He has a positive attitude and knows that there is always more to learn. Sihle models the behaviour that he wants to see in his followers. 3.3.1 Quote TWO roles of personal attitude in successful leadership displayed by Sihle in the scenario above. (2) 3.3.2 Advise Sihle on the impact of the democratic leadership style on MH as a business. (8) 3.4 Discuss the importance of insurance for businesses. (8) 3.5 Explain the following factors that may be considered when making investment decisions: 3.5.1 Return on investment (4) 3.5.2 Liquidity (4) 3.6 Read the scenario below and answer the questions that follow. TOP TRADERS (TT) Top Traders bought stock worth R400 000, but insured it for R300 000. A fire in the warehouse destroyed stock to the value of R60 000. 3.6.1 Name the insurance clause that is applicable to the scenario above. (2) 3.6.2 Calculate the amount that Top Traders will receive as compensation from the insurer. Show ALL calculations. (4) 3.7 Discuss the advantages of a non-profit company as a form of ownership. (8) 3.8 Advise businesses on how management and legislation could contribute to the success and/or failure of a public company. (8) [60]

QUESTION 4: BUSINESS ROLES 4.1 State FOUR steps in problem-solving. (4) 4.2 Elaborate on the roles of the health and safety representatives in protecting the workplace environment. (6) 4.3 Read the scenario below and answer the question that follows. NORMAN ACCOUNTING SERVICES (NAS) The management of Norman Accounting Services employs both males and females. They also encourage older employees to be mentors for young employees to develop their full potential. Identify TWO diversity issues that are applicable to NAS. Motivate your answer by quoting from the scenario above. Use the table below as a GUIDE to answer QUESTION 4.3.

(6) 4.4 Explain how businesses could apply the Delphi-technique to solve business problems. (8) 4.5 Discuss the advantages of creative thinking in the workplace. (6) 4.6 Read the scenario below and answer the questions that follow. JUNE TRADERS (JT) June Traders decided to invest their surplus profit in corporate social investments (CSI) projects. They invested in communities by donating school uniforms. Sporting facilities were also provided by JT to promote a healthy lifestyle. 4.6.1 Quote TWO ways in which JT contributed to the well-being of their communities. (2) 4.6.2 Discuss the impact of corporate social investment (CSI) on JT as a business. (6) 4.7 Explain how businesses can apply the King Code principles of transparency and accountability to improve their ethical business practices. (8) 4.8 Suggest ways in which businesses can deal with the following unethical/unprofessional business practices: 4.8.1 Pricing of goods in rural areas (4) 4.8.2 Abuse of work time (4) 4.9 Advise businesses on how they could promote the cultural rights of employees in the workplace. (6) [60]

QUESTION 5: BUSINESS OPERATIONS 5.1 Name FOUR methods/sources of external recruitment. (4) 5.2 Read the scenario below and answer the questions that follow. KHAN PRIVATE HOSPITAL (KPH) Khan Private Hospital has advertised a vacancy for a nurse. The advertisement includes the following aspects regarding the position:

• Applicants must have a diploma in nursing as a minimum requirement.
• Responsible for observing patients and giving medication.
• Two years' experience in nursing will be an advantage.
• Compiling daily reports on the progress of the patients. The advertisement indicates that only shortlisted candidates will be contacted for an interview.

5.2.1 Quote TWO examples of job description and TWO examples of job specification in the scenario above. Use the table below as a GUIDE to answer QUESTION 5.2.1.

(4) 5.2.2 Explain the role of the interviewee/applicant during the interview. (8) 5.3 Discuss the implications of the Skills Development Act (SDA), 1998 (Act 97 of 1998) on the human resources function. (6) 5.4 Evaluate the impact of fringe benefits on businesses. (8) 5.5 Elaborate on the meaning of quality performance. (4) 5.6 Read the scenario below and answer the question that follows. PURPLE ENTERPRISE (PE) Purple Enterprise is a large retail business that provides a variety of products. They prepare their own accounting records to ensure accurate tax payments. PE responded quickly when one of their clients was not happy with their service. Identify TWO business functions that are applicable to PE. Motivate your answer by quoting from the scenario above. Use the table below as a GUIDE to answer QUESTION 5.6.

(6) 5.7 Discuss the impact of TQM if poorly implemented by businesses. (8) 5.8 Explain the advantages of continuous improvement to processes and systems on large businesses. (6) 5.9 Recommend ways in which the quality of performance of the purchasing function could contribute to the success of the business. (6) [60]

QUESTION 6: MISCELLANEOUS TOPICS BUSINESS ENVIRONMENTS 6.1 Name THREE types of business environments and state the extent of control businesses have over EACH of these environments. Use the table below as a GUIDE to answer QUESTION 6.1.

(6) 6.2 Read the scenario below and answer the questions that follow. LEGEND PROJECTS (LP) The management provided the Commissioner with false information regarding serious accidents that took place at Legend Projects. They also bribed one of their employees not to report injuries sustained while performing his/her duties. 6.2.1 Identify the Act that is applicable in the scenario above. (2) 6.2.2 Quote TWO actions that can be regarded as discriminatory according to the Act identified in QUESTION 6.2.1. (2) 6.2.3 Advise the management of LP on penalties they could face for non-compliance with the Act identified in QUESTION 6.2.1. (4)

BUSINESS VENTURES 6.3 Identify the types of business investment opportunities that were used by Prime Plumbers in EACH statement below: 6.3.1 Prime Plumbers invested R50 000 for six months at 12% interest with a financial institution. 6.3.2 Prime Plumbers received dividends for their portion of ownership in Blue Range Ltd. (4) 6.4 Outline the functions of the Johannesburg Securities Exchange Ltd (JSE). (6) 6.5 Discuss the situational leadership theory. (6)

BUSINESS ROLES 6.6 State TWO criteria for successful team performance. (2) 6.7 Explain how businesses could deal with HIV/Aids as a socio-economic issue. (6) 6.8 Recommend ways in which businesses could create an environment that stimulates creative thinking in the workplace. (8)

BUSINESS OPERATIONS 6.9 Name any THREE steps of the PDCA model/cycle. (3) 6.10 Read the scenario below and answer the questions that follow. SKY LTD Helen has been working for Sky Ltd for the past 30 years. The management terminated her employment contract when she reached the age of 65. 6.10.1 Identify the reason why Helen's employment contract was terminated. Motivate your answer by quoting from the scenario above. (3) 6.10.2 Explain other reasons for the termination of an employment contract. (4) 6.11 Discuss the purpose of induction as a human resources activity. (4) [60]

TOTAL SECTION B: 180

SECTION C Answer ANY TWO questions in this section. NOTE:  Clearly indicate the QUESTION NUMBER of each question chosen. The answer to EACH question must start on a NEW page, e.g. QUESTION 7 on a NEW page, QUESTION 8 on a NEW page.

QUESTION 7: BUSINESS ENVIRONMENTS (BUSINESS STRATEGIES) Businesses realise the importance of the strategic management process when devising suitable business strategies. Some businesses maintain that Porter's Five Forces model plays an important role in remaining competitive in the market environment. Write an essay on business strategies in which you include the following aspects:

• Describe the strategic management process.
• Discuss the THREE types of defensive strategies that businesses may use to address challenges in the macro environment
• Explain how businesses could apply Porter's Five Forces model to analyse the market environment.
• Advise businesses on the steps they should consider when evaluating strategies. [40]

QUESTION 8: BUSINESS VENTURES (PRESENTATION AND INSURANCE) Mr Meyer, a sales representative, planned to make a presentation on the principles of insurance. He decided to use a PowerPoint slideshow to enhance his presentation. However, the presentation was unsuccessful due to his inability to handle feedback in a professional manner. Keeping the above scenario in mind, write an essay on presentation in which you include the following aspects:

• Outline the factors that Mr Meyer should consider during his presentation.
• Discuss any THREE principles of insurance.
• Evaluate the impact of a PowerPoint presentation.
• Advise Mr Meyer on how he can improve on his next presentation. [40]

QUESTION 9: BUSINESS ROLES (TEAM PERFORMANCE AND CONFLICT MANAGEMENT) Businesses encourage employees to work in teams, which may lead to conflict sometimes. For this reason, it is important for businesses to familiarise themselves with the stages of team development. They should also find ways to deal with conflict and difficult people in the workplace. Write an essay on team performance and conflict management in which you address the following aspects:

• Describe FOUR stages of team development.
• Discuss the causes of conflict in the workplace.
• Explain how businesses could handle conflict in the workplace.
• Suggest ways in which businesses could deal with difficult people in the workplace. [40]

QUESTION 10: BUSINESS OPERATIONS (TOTAL QUALITY MANAGEMENT) Total quality management (TQM) enables businesses to strive for continuous growth and customer satisfaction. The effective implementation of TQM elements will enable businesses to keep abreast with changes and to reduce the cost of quality. Write an essay on total quality management (TQM) in which you address the following aspects:

• Outline the benefits of a good quality management system.
• Distinguish between quality control and quality assurance.
• Total client/customer satisfaction
• Continuous skills development
• Adequate financing and capacity
• Suggest ways in which TQM can reduce the cost of quality. [40]

TOTAL SECTION C:80 GRAND TOTAL:300

Related items

• TECHNICAL SCIENCES PAPER 1 GRADE 12 QUESTIONS - NSC PAST PAPERS AND MEMOS JUNE 2022
• MATHEMATICS LITERACY PAPER 2 GRADE 12 QUESTIONS - NSC PAST PAPERS AND MEMOS JUNE 2022
• MATHEMATICS LITERACY PAPER 1 GRADE 12 QUESTIONS - NSC PAST PAPERS AND MEMOS JUNE 2022
• LIFE SCIENCES GRADE 12 QUESTIONS - NSC PAST PAPERS AND MEMOS JUNE 2022
• HISTORY PAPER 2 GRADE 12 QUESTIONS - NSC PAST PAPERS AND MEMOS JUNE 2022

Quality of Performance Notes, Business Studies Grade 12 Questions and Answers

Find all Quality of Performance Notes, Examination Guide Scope, Lessons, Activities and Questions and Answers for Business Studies Grade 12 . Learners will be able to learn, as well as practicing answering common exam questions through interactive content, including questions and answers (quizzes).

Topics under Quality of Performance

• Relation between Quality and Business Functions
• Quality Management System
• Continuous Improvement
• Total Quality Management (TQM)

Term 2: Quality of Performance

Quality plays a crucial role in determining the success of businesses in today’s competitive market. Here we summarise various aspects of quality, such as quality control, quality assurance, quality management, quality performance, and quality management systems. It also examines the advantages of a robust quality management system, the impact of quality performance on business functions, Total Quality Management (TQM) principles, and the potential consequences of poorly implemented TQM.

Quality Management Systems and their Advantages

A quality management system (QMS) is a structured approach to ensuring that a company’s products or services meet or exceed customer expectations.

A well-implemented QMS offers several advantages, including:

• Improved customer satisfaction
• Increased efficiency and productivity
• Enhanced employee engagement and motivation
• Reduced waste and rework
• Better decision-making based on data and performance metrics

Quality Performance and Business Functions

The quality of performance can significantly impact the success or failure of each business function.

High-quality performance leads to improved customer satisfaction, increased brand reputation, and ultimately, better financial results.

Quality indicators for each business function might include customer satisfaction scores, defect rates, response times, and employee performance metrics.

Total Quality Management (TQM) Principles

TQM is a comprehensive management approach that aims to achieve long-term success by focusing on customer satisfaction, continuous improvement, and employee involvement. Key elements of TQM include:

• Continuous skills development : Ongoing education and training to enhance employee competencies.
• Teamwork : Encouraging collaboration and the formation of quality circles to address quality issues.
• Total customer satisfaction : Prioritizing the needs and expectations of customers.
• Top management involvement : Commitment and support from executive leadership.
• Involvement of all employees : Engaging all employees in the pursuit of quality improvement.
• Adequate financing and capacity : Ensuring sufficient resources are allocated to support quality initiatives.
• Continuous improvement : Applying the Plan-Do-Check-Act (PDCA) cycle to refine processes and systems continually.
• Planning, monitoring, and evaluation : Regularly assessing quality processes to identify areas for improvement.
• Management by facts : Basing decisions on data and performance metrics.

Impact of TQM on Small and Large Businesses

TQM can positively impact businesses of all sizes:

• Small businesses : Improved customer satisfaction, reduced costs, and increased competitiveness.
• Large businesses : Enhanced efficiency, streamlined processes, and better alignment with strategic goals.

TQM and the Reduction of the Cost of Quality

By focusing on continuous improvement and defect prevention, TQM can help businesses reduce the cost of quality, which includes costs related to waste, rework, and customer dissatisfaction.

Potential Consequences of Poorly Implemented TQM

If TQM is poorly implemented, businesses may face the following challenges:

• Lack of employee buy-in and engagement
• Insufficient resources allocated to quality initiatives
• Failure to achieve desired results and customer satisfaction
• Wasted time and effort on ineffective quality improvement efforts

Quality is a critical factor in business success, and adopting a comprehensive approach like TQM can yield significant benefits. By understanding and implementing quality management systems, focusing on continuous improvement, and engaging all employees in the pursuit of quality, businesses can thrive in the competitive market and meet or exceed customer expectations.

Looking for something specific?

Leave a comment.

Save my name, email, and website in this browser for the next time I comment.

You May Also Like

Business Studies Grade 12 – Term 2 Notes for Revision

Why are big companies important to a country?

Business Studies Grade 12 May -June 2021 NSC DBE Exam papers and Memos

Business Studies Grade 12 November 2020 Question Paper and Memo

You are using an outdated browser. Please upgrade your browser or activate Google Chrome Frame to improve your experience.

Grade 12 Business Studies – Business Operations: Quality of performance – quality indicators of each business function

This video covers the topic Business Operations: Quality of performance – quality indicators of each business function in the Grade 12 Business Studies curriculum.

Do you have an educational app, video, ebook, course or eResource?

Contribute to the Western Cape Education Department's ePortal to make a difference.

Home Contact us Terms of Use Privacy Policy Western Cape Government © 2024. All rights reserved.

• Mindset Network
• Quality of Performance Within Business Functions
• Business Studies
• Impact of recent legislation on business
• Human Resources function
• Professionalism and Ethics
• Creative Thinking
• Devise Strategies for a Business to Use in its Response to the Challenges of the Macro Business Environment.
• Term 1 Revision
• Concept of Corporate Social Responsibility. Human Rights, Inclusivity and Environmental Issues
• Team Performance Assessment and Conflict Management
• Business Sectors and their Environments
• Management and Leadership
• Term 2 Revision
• Investment - Insurance
• Investment - Securities
• Forms of Ownership and their Impact on the Business Operation
• Term 3 Revision
• Exam Revision

Filter by resource type:

Learn xtra live 2013.

Connect with social media

Sign in with your email address.

• Create new account
• Request new password

Business Studies - Quality of Performance

Students also studied