Applicant

SINGAPORE QUALITY AWARD

FOR BUSINESS EXCELLENCE

Name of Assessor :
I have no conflict whatsoever with this applicant.

Signature

dd/mm/2008
Date

Upon completion of the evaluation, please mail scorebook to :

BE Award Secretariat
c/o Standards, Productivity & Innovation Board
SPRING Singapore
2 Bukit Merah Central
Singapore 159835
Or e-mail to : lim_may_hua@spring.gov.sg

The information contained in this scorebook is restricted and no person may release or
publish information contained in it without the written approval of the BE Award
Secretariat.

ASSESSMENT SCOREBOOK
This scorebook is designed to provide assessors with a concise, organised method to
record their scores and comments in the evaluation of each application report. In the first
stage of evaluation, this scorebook is used by individual assessors. Each application
report has to be evaluated in a separate individual scorebook.
The co-operation of assessors in adhering to turnaround times in the evaluation process
is greatly appreciated. Timely response is crucial to the success of the programme.
Use of Scoring Worksheets
Assessors will use the following worksheets enclosed in this scorebook.
Organisational Profile worksheet (page 7 - 8)
Executive Summary (page 9)
Comment and scoring worksheet (page 10 - 30)
Score summary worksheet (page 31)
Organisational Profile Worksheet
The Organisational Profile is an outline of the organisation. It should address what is
most important to the organisation, key influences on how the organisation operates, and
where the organisation is headed. The Organisational Profile is a statement of what is
relevant and important to the organisation and its performance.
To begin the assessment process, each assessor should review the Organisational
Profile in the applicants report first and summarise the Key Organisational Factors for
the applicant on the worksheet provided. Please note that if no Organisational Profile is
provided, the assessor may have to read through the applicants report and list the Key
Organisational Factors accordingly. All assessors should use the worksheet as a guide in
reviewing the application and writing the evaluation comments.
Comment and Scoring Worksheet
This is the primary scoring worksheet. Assessors will evaluate the applicants systems
and record appropriate comments and scores on these sheets. Worksheets progress
item by item according to the seven award criteria:
1. Leadership
2. Planning
3. Information
4. People
5. Processes
6. Customers
7. Results

This worksheet is to be used to record comments on the applicants strengths, areas for
improvement and site visit issues.
Important: Preface all comments on strengths with a (+/++) sign. Use a (-/--) sign to
indicate areas for improvement. For both strengths and areas for improvement on each
item, use a, b, c etc. to indicate the corresponding Areas to Address found in the award
criteria. Please make your comments item-specific and record them in the appropriate
area provided.
Note: Please score each item in units of 5 percentage points (5%) in the score box
provided at the top right-hand corner.
Comment Summary Worksheet
To complete the scoring process, assessors are asked to briefly summarise their overall
evaluation of the applicants response to the requirements of the award criteria. This
summary will later be used in the development of the Consensus report and the final
Feedback report.
Score Summary Worksheet
The score summary worksheet contains all scores for each category and item.
Assessors are asked to transfer the scores from the Comment and Scoring Worksheets
to this form and to calculate the total for each category and for the entire application.

2008 SINGAPORE QUALITY AWARD - FEEDBACK REPORT

DETAILS ON THE STRENGTHS AND AREAS FOR IMPROVEMENTS
SQA FEEDBACK REPORT

INTRODUCTION
The application report from your organisation for the 2008 Singapore Quality Award for
Business Excellence has been evaluated. This feedback report, which contains the
findings of the Business Excellence (BE) Assessors, is based upon the information
contained in the application report and the site visit conducted to your organisation. It
includes background information on the application review process, a summary of the
scoring for your organisation, and a detailed listing of strengths and areas for
improvement.
APPLICATION REVIEW
All applications are reviewed and evaluated in a 7-step process:1. Independent review and evaluation by a team of BE Assessors
2. Consensus review and evaluation to develop a consensus score and aggregated list
of comments
3. Review and shortlisting of applications for site visits
4. Site visits to shortlisted applicants
5. Post-site visit review
6. Recommendation of proposed Winners by SQA Management Committee
7. Approval of Winners by SQA Governing Council

SCORING
The scoring criteria are based on:
1.
2.
3.
4.

evidence of effective systems in place,

the length of time the systems have been in place
the depth of deployment, and
the results achieved.

Table 1: Interpretation of Scoring Bands

Scoring
Band

Scoring
Range

0 - 19%

Evaluation Dimension
Approach
Some form of approach
exists but it is reactive
and not systematic

Deployment
Approach is deployed to
few
functional/
operational areas of the
organisation

20 - 39%

Direction for approach

is defined
Beginning of a planned
and prevention-based
approach

Approach is deployed to
some major functional/
operational areas of the
organisation

40 59%

60 79%

80100%

A sound, effective
approach is in place
with
evidence
of
prevention activities
Approach is aligned
with
basic
organisational
needs
identified
in
other
criteria categories

A proven and welldefined approach which

is
prevention-based
with
evidence
of
refinement
through
learning
and
improvement
Approach
is
wellintegrated
with
organisational
needs
identified
in
other
criteria categories

Exceptionally
welldefined,
innovative
approach
Approach is accepted as
best practice in the field
Approach
is
fully
integrated
with
organisational
needs
identified
in
other
criteria categories

Approach is deployed to
most major functional/
operational areas of the
organisation

Approach is deployed to
all major functional/
operational areas of the
organisation
Practised consistently by
all levels

Approach is deployed to
all
functional
or
operational areas within
and
outside
the
organisation
Practised consistently by
all levels

Results
Poor results
Improvement trends and/or good
performance levels in few areas
of importance to the organisation
Results not reported for most
areas of importance to the
organisation
Improvement trends and/or good
performance levels in some areas
of importance to the organisation
Early stages of developing trends
and
obtaining
comparative
information
Results reported for most areas
of importance to the organisation
Improvement
trends and/or
current performance levels are
good in most areas of importance
to the organisation
Favourable comparisons with
external organisations and/ or
benchmarks in some key areas
Results address most key
customer, market and process
requirements
Current performance levels are
good to excellent in most areas
of importance to the organisation
Improvements
trends
are
sustained in most areas
Favourable comparisons with
external organisations and/ or
benchmarks in many to many
key areas
Results address most key
customer, market and process
requirements
Current performance levels are
excellent in most areas of
importance to the organisation
Excellent improvement trends
and/or
excellent
sustained
improvement in most areas
Excellent comparisons with
external organisations and/or
benchmarks in many key areas
Results fully address key
customer, market and process
requirements

Table 2: Performance by Scoring Band

Summary of Assessment Items
1

Scoring Band
2
3
4

1. Leadership
1.1 Senior Executive Leadership
1.2 Organisational Culture
1.3 Responsibility to Community and the Environment
2. Planning
2.1 Strategy Development and Deployment
3. Information
3.1 Management of Information
3.2 Comparison and Benchmarking
4. People
4.1 Human Resource Planning
4.2 Employee Involvement and Commitment
4.3 Employee Education, Training & Development
4.4 Employee Health and Satisfaction
4.5 Employee Performance & Recognition
5. Processes
5.1 Innovation Processes
5.2 Process Management and Improvement
5.3 Supplier and Partnering Processes
6. Customer
6.1 Customer Requirements
6.2 Customer Relationship
6.3 Customer Satisfaction
7. Results
7.1 Customer Results
7.2 Financial and Market Results
7.3 People Results
7.4 Operational Results
Total Score*
Notes

Scoring Band 4 for the total score indicates that the total score is within the range of e.g. 400-599
points.
In particular, your organizations score falls within the range of 550-599 points.

Organisational Profile Worksheet

To begin the scoring process, review the Organisational Profile and list the Key
Organisational Factors for this applicant.
Organisational Description
1. Organisational Environment
Nature of Main Products and Services
Font : Arial Size 10

Organisations Purpose, Vision and Values

Employee Profile

Major equipment, facilitates and technologies used.

Regulatory environment including occupational health and safety,

environmental, financial and product regulations.

2. Organisational Relationships
Relationship with Parent Organisation (if applicable)

Relationship with Customers

Relationship with Suppliers and/or Partners

Organisational Challenges
Competitive Environment

Organisational Directions

Strategic Challenges

EXECUTIVE SUMMARY

Check for correspondence with criteria:

1.2, 1.3, 2.1, 4.0, 5.1, 5.3, 6.0

COMMENT AND SCORING

1.1

Senior Executive Leadership (50 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

10

Check for correspondence with criteria:

1.1, 1.3, 2.1, 4.0, 5.1, 5.3, 6.0

COMMENT AND SCORING

1.2

Organisational Culture (50 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

11

Check for correspondence with criteria:

1.1, 1.2, 2.1, 4.2, 7.4

COMMENT AND SCORING

1.3

Responsibility to Community and the Environment (20 points)

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

% Score

Site Visit Issues:

12

Check for correspondence with criteria:

1.0, 3.0, 4.1, 4.2, 4.5, 5.0, 6.1, 6.3, 7.0

COMMENT AND SCORING

2.1

Strategy Development and Deployment (80 points)

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

% Score

Site Visit Issues:

13

Check for correspondence with criteria:

2.1, 3.2, 4.1, 4.2, 4.3, 4.4, 5.0, 6.0, 7.0

COMMENT AND SCORING

3.1

Management of Information (55 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

14

Check for correspondence with criteria:

2.1, 3.1, 4.4, 5.0, 6.1, 7.0

COMMENT AND SCORING

3.2

Comparison and Benchmarking (25 points)

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

% Score

Site Visit Issues:

15

Check for correspondence with criteria:

1.0, 2.1, 3.1, 4.2, 4.3, 4.4, 4.5, 7.3

COMMENT AND SCORING

4.1

Human Resource Planning (20 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

16

Check for correspondence with criteria:

1.0, 2.1, 3.0, 4.1, 4.3, 4.4, 4.5, 5.1, 5.2, 6.1, 6.2, 7.3

COMMENT AND SCORING

4.2

Employee Involvement and Commitment (20 points)

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

% Score

Site Visit Issues:

17

Check for correspondence with criteria:

1.1, 1.2, 3.1, 4.1, 4.2, 4.4, 4.5, 5.0, 6.2, 7.3

COMMENT AND SCORING

4.3

Employee Education, Training and Development (30 points)

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

% Score

Site Visit Issues:

18

Check for correspondence with criteria:

1.1, 1.2, 3.0, 4.1, 4.2, 4.3, 4.5, 6.2, 6.3, 7.3

COMMENT AND SCORING

4.4

Employee Health and Satisfaction (20 points)

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

% Score

Site Visit Issues:

19

Check for correspondence with criteria:

1.1, 1.2, 2.1, 4.1, 4.2, 4.3, 4.4, 5.1, 7.3

COMMENT AND SCORING

4.5

Employee Performance and Recognition (20 points)

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

% Score

Site Visit Issues:

20

Check for correspondence with criteria:

1.1, 1.2, 2.1, 3.0, 4.2, 4.3, 4.5, 5.2, 5.3, 6.1, 6.3, 6.1, 7.1 , 7.4

COMMENT AND SCORING

5.1

Innovation Processes (40 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

21

Check for correspondence with criteria:

2.1, 3.0, 4.2, 4.3, 5.1, 5.3, 6.0, 7.4

COMMENT AND SCORING

5.2

Process Management and Improvement (40 points)

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

% Score

Site Visit Issues:

22

Check for correspondence with criteria:

1.1, 1.2, 2.1, 3.0, 4.3, 5.1, 5.2, 7.4

COMMENT AND SCORING

5.3

Supplier and Partnering Processes (20 points)

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

% Score

Site Visit Issues:

23

Check for correspondence with criteria:

1.1, 2.1, 3.0, 4.2, 5.1, 5.2, 6.3, 7.1

COMMENT AND SCORING

6.1

Customer Requirements (40 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

24

Check for correspondence with criteria:

1.1, 1.2, 3.0, 4.2, 4.3, 4.4, 5.2, 7.1

COMMENT AND SCORING

6.2

Customer Relationship (40 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

25

Check for correspondence with criteria:

1.1, 1.2, 2.1, 3.0, 4.4, 5.1, 5.2, 6.1, 7.1

COMMENT AND SCORING

6.3

Customer Satisfaction (30 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

26

Check for correspondence with criteria:

2.1, 3.0, 5.1, 6.0, 7.4

COMMENT AND SCORING

7.1

Customer Results (140 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

27

Check for correspondence with criteria:

2.1, 3.0, 7.4

COMMENT AND SCORING

7.2

Financial and Market Results (90 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

28

Check for correspondence with criteria:

2.1, 3.0, 4.0, 7.4

COMMENT AND SCORING

7.3

People Results (80 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

29

Check for correspondence with criteria:

1.3, 2.1, 3.0, 5.0, 7.1, 7.2, 7.3

COMMENT AND SCORING

7.4

Operational Results (90 points)

% Score

+/++

Areas to
Address

Strengths

-/--

Areas to
Address

Areas for Improvement

Site Visit Issues:

30

SCORE SUMMARY WORKSHEET Singapore Quality Award

Please double-click on the table below, in order to enter the percentage scores for the items under the
SQA categories.
Summary of Assessment Items

1
1.1
1.2
1.3

LEADERSHIP
Senior Executive Leadership
Organisational Culture
Responsibility to Community and the
Environment

Total Points
Possible
A

Percent Score
0-100%
B

Score
(A X B)
C

120
50
50
20

%
%
%

0
0
0
0

2 PLANNING
2.1 Strategy Development and Deployment

80
80

0
0

3 INFORMATION
3.1 Management of Information
3.2 Comparison and Benchmarking

80
55
25

%
%

0
0
0

4
4.1
4.2
4.3

PEOPLE
Human Resource Planning
Employee Involvement and Commitment
Employee Education, Training and
Development
4.4 Employee Health and Satisfaction
4.5 Employee Performance and Recognition

110
20
20
30

%
%
%

0
0
0
0

20
20

%
%

0
0

5
5.1
5.2
5.3

PROCESSES
Innovation Processes
Process Management and Improvement
Supplier and Partnering Processes

100
40
40
20

%
%
%

0
0
0
0

6
6.1
6.2
6.3

CUSTOMERS
Customer Requirements
Customer Relationship
Customer Satisfaction

110
40
40
30

%
%
%

0
0
0
0

7
7.1
7.2
7.3
7.4

RESULTS
Customer Results
Financial and Market Results
People Results
Operational Results

400
140
90
80
90

%
%
%
%

0
0
0
0
0

GRAND TOTAL (D)

1000

31