BUS363e – Total Quality Management – The organisation would like to examine the use of the Business Excellence Framework, Singapore

SECTION A (Total 65 marks)

Question 1
Consider an organisation in a service industry based in Singapore. This organisation may operate in (but is not limited to) one of the following sectors:

• Logistics
•  Financial services
• Medical services

The organisation would like to examine the use of the Business Excellence Framework by Enterprise Singapore to manage its quality. You need to address the following aspects:

(a) Describe the business operations and services provided by this organisation. (4 marks)

(b) Identify the key customers, suppliers and competitors for the services of this organisation. (6 marks)

(c) Use the following simplified self-assessment tool based on the Enterprise Singapore Business Excellence Framework, demonstrate how the organisation can use this assessment tool to improve its performance by rating the organisation according to each statement. For each statement, justify the rating that you have assigned by providing relevant evidence, and reasons or comments. You must suggest one counter-measure that the organisation can implement to improve its quality management. Any examples cited should be substantiated with sources, which could be from relevant academic references, the organisation’s press releases and website, and/or its annual reports. (20 marks)

Question 2
The organisation is interested to implement Lean Six Sigma techniques to improve its quality performance. Your discussion should address the following aspects:

(a) Examine any two (2) areas in the organisation’s operations that Lean Six Sigma can be applied to improve quality performance in the organisation. (10 marks)

(b) Using any Lean Six Sigma application identified in Question 2(a), evaluate the use of the project charter by identifying a quality problem and constructing a project charter based on this quality problem. (5 marks)

(c) With the aid of suitable illustrations, assemble any three (3) suitable Lean Six Sigma techniques from the given list and analyse how these selected techniques can be used in sequence to identify the root causes of this quality problem:
o Process mapping
o Spaghetti diagram
o Pareto chart
o Fishbone diagram
o Interrelationship digraph
o Scatter diagram.
(20 marks)

SECTION B (Total 25 marks)
With reference to Question 2, assume you have been assigned with the responsibility of preparing a presentation to the Chief Executive Officer (CEO) of the organisation. You are to address how Lean Six Sigma techniques can be implemented to improve quality performance of the organisation. Your discussion should be limited to:

1. The examination of two (2) areas of the organisation’s operations that Lean Six Sigma can be applied.
2. The identification of a quality problem with a project charter.
3. The use of three (3) Lean Six Sigma techniques to identify the root cause of the problem.

Prepare a video recording of the presentation of at least 3 minutes but not exceeding 6 minutes. There are two methods for ECA video assignment submission; either Record Media or Upload Media. For Upload Media, please note that your file size should be no more than 500MB and the format is in .mp4. (25 marks)

SECTION C (Total 10 marks)
Prepare a set of PowerPoint presentation upon which the video presentation is based. Please note that the PowerPoint must be converted to PDF before submission to SUSS (Canvas). (10 marks)