Question 1
Consider an organisation in a service industry based in Singapore. This organisation may come from (but is not limited to) the
following sectors:
• Retail
• Hospitality
• Food and Beverage
• Logistics
• Financial Services
The organisation would like to examine the use of the Business Excellence Framework by SPRING Singapore to manage quality. Your
discussion shall address the following aspects:
(a) Describe the business operations and services provided by this organisation. (5 marks)
(b) Using the following simplified self-assessment tool based on the SPRING Singapore Business Excellence Framework, demonstrate how
the organisation can use this framework by rating the organisation according to each statement.
For each statement, justify the rating that you have assigned by providing evidence, reasons or comments. Suggest one counter-measure
the organisation can implement to improve quality management. Any examples cited shall be substantiated with sources, which could be
press releases, websites or company annual reports. (25 marks)
S/N Statement 5 4 3 2 1 Justification on the rating assigned. Counter-measures
1. Leadership:
Senior leaders have developed a clear vision and mission which are clearly communicated to its stakeholders.
2. Leadership:
Senior leaders advocate an organizational culture that empowers employees to innovate.
3. Strategy:
The organisation develops long and short-term strategies to achieve organisational goals.
4. Customers:
Markets and customers are segmented to determine and address specific requirements to differentiate customer offerings and enhance
customer satisfaction.
5. Processes:
There is a system to analyse root causes, take prompt corrective action and prevent future recurrence when a process fails to meet
specified standards or targets.
Ratings:
5: Excellent
4: Very likely
3: Likely
2: Sometimes
1: Minimal
(Indicate each statement with a rating of between 1-5 using * or X)
Question 2
The organisation is interested to implement Lean Six Sigma techniques to improve quality performance in the organisation. Your
discussion shall 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, propose any three (3) suitable Lean Six Sigma techniques from the given list and examine
how these selected techniques can be used in sequence to generate, prioritise and evaluate potential solutions to this quality problem:
(20 marks)
• Brainstorming
• Affinity Diagram
• Impact/Effort Matrix
• Analytical Hierarchy Process
• Financial Services
Question 3
With reference to Question 2, assume you have been assigned with the responsibility of preparing a presentation to the Chief Executive
of the organisation. You are to address how Lean Six Sigma techniques can be implemented to improve quality performance in 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 generate, prioritise and evaluate potential solutions to the quality problem.
4. Prepare a set of PowerPoint presentation of not more than 10 slide on the finding.
(35 marks)