BUS204: DBS and UOB are Local Banks that Have Previously Been awarded the Singapore QualityAward(SQA): Business Excellence Report, SUSS, Singapore

Question1

DBS and UOB are local banks that have previously been awarded the Singapore QualityAward(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 multiples sources such as the subject’s website,press releases,annual reports,social media web-sites, etc.

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

• Profile/background history,products and services,customers and/or markets served;

• 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)BusinessExcellence,(ii)service excellence,or(iii)Operational Excellence.

Question2

Use your chosen subject in Q1 to answer this question. The following is a simplified BusinessExcellence (BE) self-assessment tool. Assume that you want to do an assessment on 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., citation for references next to the evidence given). Lastly, compute your total Rating Score and Total Percentage eScore 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” columnist“S/N” column would have already provided the reference to the specific statement.

Question3

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

1. Supports individual and team participation to achieve organizational goals;
2. Develops a work environment that enhances employee health and well-being.

To fulfill Requirement (a) and requirement (b) , discuss (1)Approach for each Requirement that you would recommend to the management of your chosen subject.

YourrecommendedApproachesshouldtakeintoaccountofthenew“normal”inthenearfutureafterCovide-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’sPointsforeachApproach.

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