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The CTQ and the improvement objective for this project have been identified in the Define phase in the previous assignment


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 citations 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 the less relevant details in an Appendix;

use sentence constructions that are grammatically and syntactically correct;

are free from spelling mistakes; present the workings, numerical formulations and results in a logical manner that follows 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 out 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 guidelines here: https://apastyle.apa.org/index.

Additional details (pertaining to tables and figures) can be found here: https://is.gd/O4vDdT .


Students need to apply essential knowledge and skills learnt in this course to address the questions, and apply interpersonal skills to work effectively as a team.

Students should work together in a group and leverage on the knowledge of and resources from each team member to produce the report.

Students must demonstrate written proficiency by producing a type-written report in Microsoft Word 2013 or later (*.docx) format. Any key illustrations and diagrams should be shown in the main report with proper in-text citations.

Please note that:

The details and names used in the questions are fictional. Any resemblance to real-life situation is purely coincidental.

Students should not include the questions in the report.

An ability to (i) conduct proper research, provide the appropriate referencing of sources (students must provide proper in-text citations and an end-text reference list), and (ii) demonstrate critical thinking and creativity are all essential skills that our students must develop. Hence, marks will also be awarded for good research effort and proper referencing.

Fewer marks will be awarded to students who merely extract information from their reference sources without demonstration of critical analysis and creativity.

Answers that are simply reproduced from the course materials will be given very low marks or no marks.


Background – “Every-day Learning” Recruitment Process

Every-day Learning is a private education group that offers various enrichment and tutoring courses for different age groups of students in Singapore and a few overseas markets. Due to the growing demand and enrolment as well as the employee turnover during the Covid-19 pandemic, the group regularly recruitments both tutors/teachers and executives to teach/develop and manage various courses. Course managers have complained that the Human Resource (HR) department is not recruiting the staff fast enough to serve the growing demand. The HR Director – Lucy Tan looked into the matter to improve the recruitment process. Lucy came to know that you have completed a Lean Six Sigma course. On 1 August 2022, Lucy called you into her office and appointed you to lead a Lean Six Sigma project team to improve the recruitment process to reduce the average time taken to recruit staff in the organisation by at least 30% in three months.

Your team is provided with a sample of recruitment records in year 2021. Please use the JMP Statistical Software and the data file “BUS366_GBA_Recruitment_Jul2022.xlsx” for your analysis. You are expected to do some data computation before analysing the data.

Here is some information regarding the organisation’s recruitment process:

Every-day Learning directly recruits staff without engaging the service of any recruitment agencies.

 • Every-day Learning does not have a HR IT system to manage the recruitment process. Email is the main means of communications.

Every-day Learning can apply work or employment passes for foreign employees.

The targeted recruitment duration is 21 calendar days from recruitment request to employment contract signed.

Question 1


(a) The CTQ and the improvement objective for this project have been identified in the Define phase in the previous assignment. Examine the operational definition of the CTQ. Recommend appropriate charts to measure the baseline performance of the CTQ using the data in the “BUS366_GBA_Recruitment_Jul2022.xlsx”. Interpret your observation from the baseline performance chart.

(20 marks)


(b) Analyse the CTQ  sample data in terms of the distribution. Estimate the process capability. Propose an alternative project objective.

(22 marks)


(c) Apply appropriate charts to further analyse the sample data, present and interpret more insight about the baseline performance.

(8 marks)



Question 2


(a) Develop a fishbone diagram to show possible causes of long time to fill a vacant position in a typical recruitment process in any organisation. Indicate what could be the most likely causes of long time to recruit new staff in your example.

(8 marks)


(b) Assuming the Lean Six Sigma project team has developed a data collection plan on the possible causes based on a fishbone diagram. After data collection and some initial investigation on the positions that were filled late, the reasons for late recruitment were collated in the file “BUS366_GBA_Recruitment_Jul2022.xlsx”. Use appropriate JMP charts to explore the causes of late recruitment. Appraise the top three (3) critical Xs (or root causes) and explain the reasons for the selection.

(30 marks)


(c) Propose two (2) suggestions for each of the three (3) critical Xs to improve the recruitment process and to achieve the improvement goal set by the HR Director.

(12 marks)


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