BUS204: DBS and UOB are Local banks that have Previously Being Awarded the Singapore Quality Award (SQA): Business Excellence Coursework, SUSS, Singapore

SECTION A
Note: Where applicable, your answers in this ECA shall be based on the current Enterprise Singapore – Business Excellence (BE) Framework.

https://www.enterprisesg.gov.sg/-/media/esg/files/quality-and-standards/businessexcellence/be_framework.pdf?la=en

You are encouraged to provide your analysis and insights into the situations described in the ECA. In answering the questions, you must quote references when citing examples.

Question 1
DBS and UOB are local banks that have previously being awarded the Singapore Quality Award (SQA). UOB was awarded the SQA in 2014 while DBS was awarded the SQA in 2016. You are required to choose either DBS or UOB as your subject to answer the following questions. The organization that you have selected will be termed the “subject.” You are or might have been one of its customers and would have some first-hand experience of the subject’s services. Alternatively, you could also base your answers on doing research and/or word of mouth.

In addition to the above, do base your answers on your own researched information from multiple sources such as the subject’s website, press releases, annual reports, social media websites, etc

(a) Describe your chosen subject with a short essay of not more than 300 words (indicate your word count at the end of your answer) based on the following:

(i) Profile/background or history, products and services, customers and/or markets served;

(ii) Two (2) ways, with relevant examples, how the subject differentiates itself from its competitors. For example, it can be differentiated by offering unique products or services to attract customers, or by its innovative operations, etc.

(b) Illustrate an excellent achievement of your subject be it from awards won or from positive media coverage (references required) and based on one (1) of the following areas: (i) Business Excellence, (ii) Service Excellence, or (iii) Operational Excellence.

Question 2
Use your chosen subject in Q1 to answer this question. The following is a simplified Business Excellence (BE) self-assessment tool. Assume that you want to do an assessment of your chosen subject’s BE performance. To practice the BE evaluation, you are required to rate your chosen subject according to the statements in the below self-assessment tool. For each statement, indicate the rating that you would assign and also provide concise reasons and/or comments, with evidence cited (i.e., citations or references next to the evidence given). Lastly, compute your Total Rating Score and Total Percentage Score of the subject. All ratings should be based on its operations in Singapore.

Note: You need to provide your answer in a table format similar to that below, and do not include the “Statements” column as the “S/N” column would have already provided the reference to the specific statement

Question 3
Use your chosen subject in Q1 to answer this question. In the BE Framework, there is a subcategory or sub-criterion; “4.3 Employee Engagement and Well-Being.” In this sub-category, the Requirements are:

a. Supports individual and team participation to achieve organizational goals;

b. Develops a work environment that enhances employee health and well-being.

To fulfill Requirement (a) and Requirement (b), discuss one (1) Approach for each Requirement that you would recommend to the management of your chosen subject. Your recommended Approaches should take into account of the new “normal” in the near future after Covide-19 has subsided and where “work-from-home” will become a norm. In addition, you should also recommend how your suggested Approaches have to be deployed so as to ensure they will reach all relevant areas in the organization and are consistently practiced.

For each of your suggested Approaches, relate it to one (1) or more of Deming’s 14 Points on Quality Management. Note, do not exceed three (3) Deming’s Points for each Approach.

Note: An Approach is a plan/program that could be implemented by the organization to help it achieves the Requirement.

Your answer must be fewer than 700 words (indicate word count at the end of the answer).

SECTION B
With reference to Question 3 in Section A, assume that you are the Business Consultant of your subject. You are contracted to advise it on its business excellence journey. You are to prepare a video presentation to the subject’s top management on the following:

(1) Discuss one (1) recommended Approach that could fulfill each Requirement (a) and (b).

(2) Explain how each of your recommended Approaches is to be deployed to ensure it will reach all relevant areas in the organization and is consistently practiced.

(3) For each of your suggested Approaches, relate it to one (1) or more of Deming’s 14 Points on Quality Management. Note, do not exceed three (3) Deming’s Points for each Approach.

Note: Your video presentation should be based on the answer that you have provided in Question 3 in Section A.