Question 1

In Singapore, ‘food courts' is a label given to cooked food centres that can be found in many indoor, air-conditioned shopping malls, commercial venues and even in institutes of higher learning. These food courts feature many food stalls that sell a variety of affordable meals and operate in a pleasant and hygienic environment.

(a) For the purpose of this assignment, identify one (1) suitable chain of food courts (food court operator) that serves affordable meals in Singapore.

Explain the rationale behind your choice of the Singapore-based food court chain. Describe your chosen food court chain:
(i) Profile/background or history

(ii) Special feature/concept stores and the meals served there

(b) Distinguish the excellent achievement(s) of your chosen food court chain from recent positive media coverage based on any or all of the following areas:

(i) Business Excellence,

(ii) Service Excellence,

(iii) Operational Excellence

(c) The following is a simplified Business Excellence self-assessment tool. Assuming the role of a SPRING Singapore Business Excellence assessor, practice and rate the chosen food court chain identified in Question 1(a). Explain the reasons for the rating given to each statement and compute the overall rating.

1) The him has a dear vision and mission; clearly communicated to all stakeholders.

2) The firms leadership team is constantly and actively seeking to grow and sustain the firm.

3) The firm tracks and accesses its customers satisfaction levels; record customer complaints; take appropriate action to ensure that problems do not reoccur.

4) The firm manages key processes to meet regulatory requirements found in NEA Food Hygiene Standards.

5) The firm incorporates customer requirements and future market needs into strategic and improvement Plans

Question 2

(a) In a 300-word essay, distinguish the various approaches (requirements to be addressed) that any food court chain needs to pay attention to under the Customers Criterion of the Business Excellence framework. Your essay must address at least two (2) requirements in each sub-category.

(b) Based on your choice of food court chain selected in Question 1(a), discuss in 200 words and cite suitable examples of two (2) areas of the Customer Satisfaction sub-category that the chain needs to address or has previously addressed.

Question 3

(a) Review the quality of food served and/or the service rendered at the food court chain identified in Question 1(a). Describe three (3) areas of quality improvement based on any three (3) of the five perspectives of product quality: transcendent, product-based, user-based, manufacturing-based or value-based.

(b) To overcome the quality issues discussed in Question 3(a), illustrate three (3) corresponding initiatives for the food court chain to undertake to improve quality based on at least two (2) of Deming's 14 points.

With reference to Question 3, assume that you are the Quality Manager of the chosen food court chain who has been assigned with the responsibility of preparing a presentation to the top management on the following:

1. Explain three (3) areas of improvement in managing the quality of the food served and/or the services rendered at the food court chain.

2. Describe three (3) initiatives for the food court chain to undertake to overcome the three quality issues.