Need answer to only Q3 and Q4 in detail.

Business Finance

daw

Question Description

the supermarket that i have chosen for my assignment is ntuc, a singapore supermarket

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BUS363 End-of-Course Assessment – January Semester 2020 Total Quality Management __________________________________________________________________________________________ INSTRUCTIONS TO STUDENTS: 1. This End-of-Course Assessment paper comprises NINE (9) pages (including the cover page). 2. You are to include the following particulars in your submission: Course Code, Title of the ECA, SUSS PI No., Your Name, and Submission Date. 3. Late submission will be subjected to the marks deduction scheme. Please refer to the Student Handbook for details. IMPORTANT NOTE ECA Submission Deadline: 23 April 2020, 12noon BUS363 Copyright © 2020 Singapore University of Social Sciences (SUSS) ECA – January Semester 2020 Page 1 of 9 ECA Submission Guidelines Please follow the submission instructions stated below: A - What Must Be Submitted You are required to submit the following THREE (3) items for marking and grading:  A Report (you should submit this item first as it carries the highest weightage).  A Video Presentation: o SUSS conducts Hands-on workshop on how to record ECA video presentation for SBIZ students every semester. Students will receive an invite to the workshop via Student Portal, Canvas as well as email, a month before the ECA cut-off date. o The ECA video recording and submission guides are also available as an external links/downloads in the invite.  The set of PowerPoint slides, converted to PDF, upon which the video presentation is based. Please verify your submissions after you have submitted the above THREE (3) items. B - Submission Deadline  The THREE (3) items of Report, Video and Presentation Summary are to be submitted by 12 noon on the submission deadline.  You are allowed multiple submissions till the cut-off date for each of the THREE (3) items.  Late submission of any of the THREE (3) items will be subjected to mark-deduction scheme by the University. Please refer to Section 5.2 Para 2.4 of the Student Handbook. C - How the (3) Items Should Be Submitted  The Report: submit online to Canvas via TurnItIn (for plagiarism detection)  The Video: submit online to Canvas (refer to workshop invite for the user guide)  The Presentation Summary: o submit online to Canvas via TurnItIn (PPT must be converted to PDF and submission is in PDF only) o The PPT must contain at least 20 words o Refer to workshop invite for the user guide  Avoid using a public WiFi connection for submitting large video files. If you are using public wireless (WiFi) connection (e.g. SG Wireless at public areas), you might encounter a break in the connection when sending large files. BUS363 Copyright © 2020 Singapore University of Social Sciences (SUSS) ECA – January Semester 2020 Page 2 of 9 D - Additional guidelines on file formatting are given as follows: 1. Report 2. Video  Please ensure that your Microsoft Word document is generated by Microsoft Word 2007 or higher.  The report must be saved in .docx format.  Showing your PowerPoint projection in the background is NOT required.  Time Duration: a minimum of 3 minutes and a maximum of 6 minutes There are two methods for ECA video assignment submission; either Record Media or Upload Media. For Record Media Video can be recorded via Canvas through desktop/laptop with builtin webcam and microphone or through Canvas mobile app. For Upload Media Video can be recorded using other recording devices and uploaded as a media file. Do ensure that your video file conforms to these requirements: a) File Format: .mp4 b) File Size: No more than 500MB Note: You will receive an invite to the ECA Hands-On workshop via Student Portal, Canvas as well as email, a month before the ECA cutoff date. The invite will allow you to register for the workshop as well as download a copy of the user guide. 3. Presentation Summary  Your PowerPoint presentation must contain at least 20 words.  Please ensure that your PowerPoint presentation is converted to PDF format before you submit.  The maximum number of slides is fifteen (15).  Please do NOT download and use PowerPoint slide design templates from the Internet. BUS363 Copyright © 2020 Singapore University of Social Sciences (SUSS) ECA – January Semester 2020 Page 3 of 9 E – Please be Aware of the Following: Submission in hardcopy or any other means not given in the above guidelines will not be accepted. You do not need to submit any other forms or cover sheets (e.g. form ET3) with your ECA. You are reminded that electronic transmission is not immediate. The network traffic may be particularly heavy on the date of submission deadline and connections to the system cannot be guaranteed. Hence, you are advised to submit your work early. Canvas will allow you to submit your work late but your work will be subjected to the mark-deduction scheme. You should therefore not jeopardise your course result by submitting your ECA at the last minute. It is your responsibility to check and ensure that your files are successfully submitted to Canvas. F - Plagiarism and Collusion Plagiarism and collusion are forms of cheating and are not acceptable in any form in a student’s work, including this ECA. Plagiarism and collusion are taking work done by others or work done together with others respectively and passing it off as your own. You can avoid plagiarism by giving appropriate references when you use other people’s ideas, words or pictures (including diagrams). Refer to the APA Manual if you need reminding about quoting and referencing. You can avoid collusion by ensuring that your submission is based on your own individual effort. The electronic submission of your ECA will be screened by plagiarism detection software. For more information about plagiarism and collusion, you should refer to the Student Handbook (Section 5.2.1.3). You are reminded that SUSS takes a tough stance against plagiarism or collusion. Serious cases will normally result in the student being referred to SUSS’s Student Disciplinary Group. For other cases, significant mark penalties or expulsion from the course will be imposed. BUS363 Copyright © 2020 Singapore University of Social Sciences (SUSS) ECA – January Semester 2020 Page 4 of 9 Important Note: Grading of TMA/GBA/ECA Submissions Marks awarded to your assignment are based on the following guidelines: 1. 80% of the marks are allocated to the content of your answers:  The marks awarded to what your answers cover depend on the extent to which they cover the key points that correctly and comprehensively address each question.  The key points should be supported by evidence drawn from course materials and, wherever relevant, from other credible sources. 2. 20% of the marks are allocated to the presentation of your answers: Wherever applicable, the marks awarded to how your answers are presented depend on the extent to which your answers:  form a sound reasoning by developing those key points in a clear, logical and succinct manner;  provide proper and adequate in-text citation and referencing to content drawn from course materials and other credible sources;  strictly follow APA formatting and style guidelines1, in particular for:   in-text citations and end-of-report references; the identification of figures and tables;  use, wherever relevant, the specialised vocabulary and terminology commonly used in discussions about the topic(s) covered by each question;  provide a reference or bibliography at the end of the main report;  include less relevant details in an Appendix;  use sentence constructions that are grammatically and syntactically correct;  are free from spelling mistakes; present the workings, numerical formulation and results in a logical manner that follow the APA formatting and style guidelines;  design and present graphs, diagrams and plots that follow the APA formatting and style guidelines;  are highly original;  have proper formatting, which may:   include a properly formatted cover page; respect the answer length/word count set in the assignment guidelines, if any is prescribed;  present answers in paragraphs with proper spacing and page margins; include page numbers and appendices, if necessary. 1 You can find a short tutorial on the APA formatting and style here: https://is.gd/mgEOnC . Additional details (pertaining to tables & figures) can also be found here: https://is.gd/O4vDdT . BUS363 Copyright © 2020 Singapore University of Social Sciences (SUSS) ECA – January Semester 2020 Page 5 of 9 Video Presentation Evaluation Criteria Note: Students will be assessed on the quality of the presentation and not the quality of the video recording. However, the recording is expected to have video and audio clarity. Showing your PowerPoint projection in the background is NOT required. Organisation of Presentation • /8 Logical flow of presentation Posture & Body Language • Posture: Standing, straight back etc… • Body language: /5 – Hand gestures supporting oral arguments, etc… Eye-Contact /5 • Looking at the video camera • No reading of slides or notes or cue cards Pace & Articulation /7 • Pace: Speaks neither too fast nor too slow • Articulation: Oral expression is clear and confident in the presentation. TOTAL /25 Presentation Summary Evaluation Criteria Format and Style of Slides • Layout, clarity of text elements, colour blends, graphical enhancements Clarity and Coherence • /4 Proper flow - title page, introduction, body, results, recommendations / discussion points, conclusion/summary; quick to understand, free from grammatical errors Creativity • /3 /3 Ability to use creative elements to value-add to the presentation so as to enhance understanding and clarity of difficult concepts TOTAL BUS363 Copyright © 2020 Singapore University of Social Sciences (SUSS) ECA – January Semester 2020 /10 Page 6 of 9 SECTION A (Total 65 marks) Background Singaporeans are familiar with supermarkets which are self-service shops offering a wide variety of food, beverages and household products, organised into sections and shelves. Supermarkets have evolved in Singapore as our lifestyles change. They have replaced many grocery stores. Some supermarkets cater to general public while others offer niche products to more specific customer segments. However, supermarkets are facing intense competition. For a supermarket to thrive, implementing total quality management becomes a necessity. Requirements In this ECA, we are focusing on a physical supermarket chain that operates under one brand name. You are required to select one supermarket chain (thereafter called the “Supermarket” in the ECA questions, but you must use its name in your report) operating in Singapore. Assume you are a Quality Consultant contracted by the Supermarket to analyse its business and apply Total Quality Management (TQM) concepts and practices to help it improve its business. You have to produce a written report of not more than 13 pages (including diagrams, but excluding the cover page, and reference page) in Microsoft Word 2007 or later (*.docx) format, with Times New Roman fonts of size 12 and single line spacing. Key illustrations and diagrams should be shown in the main report. You must address the following questions in sequential order. Your analysis and the written report shall be developed in the context of the Supermarket and its current situation in Singapore. Question 1 (a) Identify the Supermarket chain (include the supermarket’s name, address in Singapore and, if any, website address). Explain, in general, different supermarket customer segments and how the Supermarket positions itself. (6 marks) (b) Discuss two (2) current challenges the Supermarket faces in its business or operations environment in Singapore, and how the Supermarket can or has tried to solve it. (4 marks) BUS363 Copyright © 2020 Singapore University of Social Sciences (SUSS) ECA – January Semester 2020 Page 7 of 9 Question 2 Appraise any four (4) relevant principles of TQM for the Supermarket. For each principle, describe a related action the Supermarket has or could have taken to improve its performance or customer satisfaction. Comment on the effectiveness of the action as positive, neutral or negative if the Supermarket has taken, or as negative if the Supermarket has neglected it. (16 marks) Question 3 Describe one work or service process that the Supermarket may have quality issue(s) with. Then evaluate the costs of quality (prevention, appraisal, and internal and external failure costs) due to the problem(s) in this process. (14 marks) Question 4 Six Sigma is a well-organised package of quality tools and methodologies to improve quality. For the work or service process facing quality issue(s) discussed in Question 3, assemble Six Sigma DMAIC processes to solve the problem. You must begin by introducing the DMAIC process to the Supermarket. For each step of DMAIC, propose one (1) quality tool and demonstrate how it can be used in the Supermarket’s situation to derive results. Note: The tools used shall be prescribed in the textbook: Foster, S. T. (2016). Managing quality: Integrating the supply chain (6th ed.). Chapter 13, Fig 13-5, or in BUS363 Study Guide Units 5 & 6. A tool can be used at most once. (25 marks) BUS363 Copyright © 2020 Singapore University of Social Sciences (SUSS) ECA – January Semester 2020 Page 8 of 9 SECTION B (Total 25 marks) The Chief Executive Officer (CEO) of the Supermarket has requested you (the contracted Quality Consultant) to make a presentation to the management team on your findings and recommendations based on Questions 3 and 4 in Section A. 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) ----- END OF ECA PAPER ----- BUS363 Copyright © 2020 Singapore University of Social Sciences (SUSS) ECA – January Semester 2020 Page 9 of 9 ...
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