| Activity | Questions Description | Mark |
| 10 | What do you understand by Service Quality Management? | 5 |
| Activity | Questions Description | Mark |
| 11 | What could be considered constraints on good service delivery? | 5 |
| Activity | Questions Description | Mark |
| 12 | In the public sector context, what could be threats and opportunities in identifying poor service delivery? | 10 |
| Activity | Questions Description | Mark |
| 13 | Describe a process for managing constraints, threats, and opportunities. | 5 |
| Activity | Questions Description | Mark |
| 14 | Describe continuous improvement and apply it to public service delivery. | 10 |
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