BUS366 Lean Six Sigma End-of-Course Assessment – July Semester 2025

INSTRUCTIONS TO STUDENTS:

1. This End-of-Course Assessment paper comprises 11 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: Tuesday, 28 October 2025 12:00 pm 

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: refer to Canvas T/TG/RESIT course site > Assignments > ECA_VIDEO for the step-by-step guide on how to submit the video.

• 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 Canvas T/TG/RESIT course site >

Assignments > ECA_VIDEO for the step-by-step guide on how to submit the video)

• The Presentation Summary:
  • Submit online to Canvas via TurnItIn (PPT must be converted to PDF and submission is in PDF only)
  • The PPT must contain at least 20 words

• 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.

D – Additional guidelines on file formatting are given as follows

 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.

G – Use of Generative AI Tools (Allowed)

The use of generative AI tools is allowed for this assignment.

• You are expected to provide proper attribution if you use generative AI tools while completing the assignment, including appropriate and discipline-specific citation, a table detailing the name of the AI tool used, the approach to using the tool (e.g. what prompts were used), the full output provided by the tool, and which part of the output was adapted for the assignment;

• To take note of section 3, paragraph 3.2 and section 5.2, paragraph 2A.1 (Viva Voce) of the Student Handbook;

• The University has the right to exercise the viva voce option to determine the authorship of a student’s submission should there be reasonable grounds to suspect that the submission may not be fully the student’s own work.

• For more details on academic integrity and guidance on responsible use of generative AI tools in assignments, please refer to the TLC website for more details;

• The University will continue to review the use of generative AI tools based on feedback and in light of developments in AI and related technologies.

Important Note: Grading of 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 citations and referencing to content drawn from course materials and other credible sources;
• strictly follow APA formatting and style guidelines^[1], in particular for: o in-text citations and end-of-report references; and o the identification of figures and tables;

1. use, wherever relevant, the specialised vocabulary and terminology commonly used in discussions about the topic(s) covered by each question;

2. provide a reference or bibliography at the end of the main report;

3. include the less relevant details in an Appendix;

4. use sentence constructions that are grammatically and syntactically correct;

5. are free from spelling mistakes; present the workings, numerical formulations and results in a logical manner that follows the APA formatting and style guidelines;

6. design and present graphs, diagrams and plots that follow the APA formatting and style guidelines;

7. are highly original;

8. have proper formatting, which may:

• include a properly formatted cover page;
• respect the answer length/word count set out in the assignment guidelines, if any is prescribed;
• present answers in paragraphs with proper spacing and page margins; and o include page numbers and appendices, if necessary

 

^[1] You can find a short tutorial on the APA formatting and style guidelines here: https://is.gd/mgEOnC .   Additional details (pertaining to tables and figures) can be found here: https://is.gd/O4vDdT .

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.

Presentation Summary Evaluation Criteria

(Full marks: 100)

Section A (65 marks)

Answer all questions in this section.

Question 1

The healthcare industry is undergoing inevitable industry shifts to align with an evolving landscape and to focus on patient-centricity. Hospitals and healthcare institutions are adjusting or completely redesigning their business processes to cope with industry demands and changes resulting from major policy shifts. Lean Six Sigma has been recognised as a useful approach to improving business processes by identifying the process gaps and implementing effective improvement measures.

You are tasked to lead a Lean Six Sigma project team to identify a business process in a hospital or healthcare institution that (in your opinion) is facing a challenge and requires improvement. In selecting this process, you may source from published articles or public media to identify existing issues or challenges. Submit a report on how you would identify the process issues, analyse the problems, recommend and implement ideas to improve the process, and establish control plans to sustain the improvement using the Lean Six Sigma DMAIC approach.

This ECA focuses on the process-centric approach and qualitative analysis of the DMAIC model. Collecting extensive data and performing data analysis are not required.

Report Requirements

You must produce a report of not more than 10 pages (excluding the following: cover page, content page, and reference page) in Microsoft Word (*.docx) format, with Times New Roman font in size 12, single line spacing. You must address the following questions in order. Your analysis and report should be developed in the context of the selected organisation and its current situation. You MUST clearly list the question numbers and indicate the word count of the answers to the respective questions in the report.

Question 1a

Introduce the selected hospital or healthcare institution by providing a short write-up about its background/history and include its website or address. (Word limit: 150)

(3 marks)

Question 1b

Discuss how the selected hospital or healthcare institution’s business is impacted by recent developments and/or policy shifts. Include details like financial and operational performance, and its value/supply chain, e.g., customers, suppliers, and/or the processes or the service delivery, etc. (Word limit: 150)

(4 marks)

Question 1c

Appraise the suitability of Lean Six Sigma in improving the selected hospital or healthcare institution’s business process in today’s environment. In this discussion, you must cover the broader context and narrow it down to a particular business process that you wish to tackle. (Word limit: 200)

(5 marks)

Question 1d

Describe the role/function of the specific business process identified in Question 1(c) and the issues or challenges around it. (Word limit: 100)

(3 marks)

Question 2

Question 2a

Compose the SIPOC diagram for the specific business process identified in Question 1(c) and provide descriptions related to the development or policy shifts.

(7 marks)

Question 2b

Explain the problem statement about the issue(s) identified in Question 1(d) and examine the impact of the issue(s) on the hospital or healthcare institution’s business.

(5 marks)

Question 2c

Define the CTQ and its operational definition by analysing the VOC and the issues in the identified business process. Compare the current CTQ performance of the process with its performance prior to the year 2020. Propose the project objective.

(8 marks)

Question 3

Question 3a

Develop the “As-Is” Process Map for the identified business process which should reflect and highlight the impact of the shifts or disruptions in the process. If you are unable to work out the exact process flow (sometimes hospitals or healthcare institutions do not make this publicly available), use reasonable assumptions where necessary (include a footnote to explain your assumptions for clarity).

(5 marks)

Question 3b

Assume you have organised and conducted a brainstorming session to discuss the possible causes of the issues in the process, show the Fishbone/Cause and Effect diagram of the potential causes.

(5 marks)

Question 3c

Assume you have conducted a Gemba walk. Describe two (2) wastes and the likely root causes of each of the wastes in the identified business process. Discuss the impact of the policy or landscape shifts on the observed wastes and the likely root causes. Update the Fishbone diagram in Question 3(b) on the likely root causes.

(7 marks)

Question 3d

Recommend and describe two (2) countermeasures/improvement ideas to improve the process. Indicate whether the countermeasure is to address the root causes or remove/eliminate the wastes identified from the Gemba walk in Question 3(c). (Word limit: 200)

(4 marks)

Question 3e

Propose two (2) measures to standardise the improved process in Question 3(d).

Examine the effectiveness of the measures. (Word limit: 200)

(4 marks)

Question 3f

Develop a control plan for the improved process. You can make assumptions for the metric specification/requirement and any other quantitative figures in the control plan.

(5 marks)

Section B (25 marks)

Answer all questions in this section.

Question 4

Your Lean Six Sigma project has successfully completed the DMAIC Control Phase Tollgate 5 review meeting. The project sponsor, being pleased and impressed with both the DMAIC approach and the results, has requested you to prepare a presentation to update the CEO on the Lean Six Sigma project. Arrange your presentation in a manner suited to the CEO.

Prepare a video recording of the presentation of at least 3 minutes but not exceeding 6 minutes. Refer to Canvas T/TG/RESIT course site > Assignments > ECA_VIDEO for the step-by-step guide on how to submit the video.

(25 marks)

Section C (10 marks)

Answer all questions in this section.

Question 5

Prepare a set of PowerPoint presentation slides upon which the video presentation is based. Your PowerPoint deck must not exceed 15 slides. Please note that the PowerPoint must be converted to PDF before submission to Canvas.

(10 marks)

—– END OF ECA PAPER —–

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