BUS204: (Business Excellence) Identify a business/organisation that you have experience with as a customer or as an employee.

Module / Subject / School:

BUS204: Business Excellence

Singapore University of Social Sciences (SUSS)

Requirements: 

The concept of quality has been evolving for the past many decades, leading to the notion of Total Quality Management (TQM) philosophy. In TQM philosophy, there are 6 main attributes. In this question, we will focus on two (2) of the 6 main TQM attributes;

• Focusing on customer needs

• Need to continuously improve critical process

Identify a business/organisation that you have experience with as a customer or as an employee. Relate to your experience with this business/organisation when you answer the below questions.

What we score:

79%

Our Writer’s Comment 

This assignment tests students on their understanding of the concepts.

Based on the assignment requirements provided, here are some comments to help students score well on this assignment:

1. Understanding the Question

The assignment focuses on two key Total Quality Management (TQM) attributes: focusing on customer needs and continuous improvement of critical processes. You’ll need to identify a business you’ve interacted with, either as a customer or employee, and use this experience to address these two areas.

2. Choosing the Right Business/Organization

Pick a business that you’re familiar with and that has clear examples of how they address customer needs and critical process improvements. For example, a fast-food chain you frequent might focus on customer satisfaction by offering quick service (customer needs), and they may use customer feedback to improve their ordering process (continuous improvement). The business you choose should have obvious actions or initiatives related to these two TQM attributes.

3. Focusing on Customer Needs

In this section, describe how the business prioritizes customer needs. Think about specific actions they’ve taken to enhance the customer experience. For example, do they have excellent customer service, loyalty programs, or feedback mechanisms? Your response should show that you understand the company’s efforts to meet or exceed customer expectations. Avoid being vague—use concrete examples.

4. Continuous Improvement of Critical Processes

Now, focus on the company’s approach to improving critical processes. Continuous improvement is about regularly assessing and refining processes to make them more efficient and effective. You might mention how the business collects feedback to tweak processes, adopts new technologies to streamline operations, or trains staff to enhance their service delivery.

5. Tie Everything Together

In your conclusion, wrap up by highlighting how these two attributes work together. Explain why focusing on customer needs and continuous improvement are critical for business excellence.

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Sample Assignment

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