...NTUC Income is Singapore’s largest insurer. The $20 billion company is the country’s only insurance co-operative and a leading life, general and health insurer. NTUC Income has earned the trust of 2 million customers and is one of the strongest financial institutions in the region. “We want to become an icon of service,” says Tan Suee Chieh, CEO of NTUC Income. To achieve this, the company first needed to change customer perceptions of it as “rigid” and “old-fashioned”. NTUC Income realized the key was to transform its own culture to focus on the customer while retaining its unique heritage as a co-operative. The UP! Your Service methodology was deployed and culture building programs cascaded to all 1500 employees throughout the organization – from senior leadership to managers and the frontline. A Steering Committee was also established to work with "The 12 Building Blocks of Service Culture" as a framework for year-round service culture building activities, while more than 40 staff have been selected and trained as in-house Certified Course Leaders. In three years, NTUC Income successfully shifted customer perception of the company to “flexible, modern and highly professional”. The company also moved from #3 to #1 market position in sales in 18 months. NTUC Income continues to pursue its aim of becoming an "icon" of superior service that matches the uniqueness and reputation of Singapore Airlines and Raffles Hotel. “The UP! Your Service programs are an important...
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...Q5 Before, NTUC income having the herculean task required not only the upgrading of hardware and application, it also required Income to streamline its decade-old business processes and IT practices for the insurance system. The income’s insurance process were very tedious when the agent had to submitting the documents to the office services department, then there were delays few day for log and sort documents, allocated to underwriting staff, sent for printing, redistributed and storage, then would take about few day again to locate and ship it by courier and re fling. Besides that, despite periodic investments to upgrade the HP 3000 mainframe that hosted the core insurance applications as well as the accounting and management information systems, it still frequently broke down. There cause work would stop and the staff had to choose either data reconciliation or backup. The affected day’s data would be lost and costly and tedious reconciliation would be needed to bring the data up-to-date. In one of the hardware crashes, reconciliation took several months to restore the data loss. In the additional, more serious is the IT team found developing new products in COBOL to be quite cumbersome, and would make halted the system and caused temporary interruption. There was so waster the time and cost in the old system. How well is income prepared for the future, NTUC Income were clearly knew such as this old system not only waster the time and cost, but also impact the company’s...
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... Case study on Business Intelligent and Analytics Systems in NTUC FairPrice Table of Contents Executive Summary ............................................................................................................................. 3 Acknowledgments ............................................................................................................................... 4 1. Introduction ...................................................................................................................................... 5 2. Business Intelligence in Retail Industry: ................................................................................. 6 3. Combining BI in CRM ...................................................................................................................... 7 3.1 Analytical CRM ............................................................................................................................... 7 4. Case Study .......................................................................................................................................... 9 4.1 Customer Relationship background of NTUC Fairprice...
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...[pic]UNIVERSITY COLLEGE DUBLIN NATIONAL UNIVERSITY OF IRELAND, DUBLIN Bachelor of Science Programme (Singapore) Business Strategy BMGT3001S Lecturer: Shawn Wong Cubie Lau SUBMIT BY: Zhou Yuelang STUDENT ID: 13209211 PROGRAM: BSC20E DATE: 05-09-2014 NTUC FairPrice Co-Operative is a supermarket chain based in Singapore and the largest in the country. The company is a co-operative of the National Trades Union Congress or NTUC. The group has 100 supermarkets across the island, with over 50 outlets of Cheers convenience stores island-wide. FairPrice was established by the Labour Movement in 1973 to ensure that essential items were available to all Singaporeans at affordable prices during a time of economic and social turbulence. Through the years, FairPrice has remained true to its social mission through various initiatives to moderate the cost of living. While this social mission has remained its fundamental focus, it also recognises that there are other important aspects of CSR that it can contribute towards. Mr Seah Kian Peng, CEO (Singapore), NTUC FairPrice, said, “Our social mission has always been a fundamental priority for us and we will stay true to our role in providing affordable essentials to all. As a leading retailer, with over 100 supermarket and hypermarket stores, we believe we can create a bigger impact and extend our social responsibility beyond moderating the price of essentials. This is why under our...
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...OUR COMMITMENTS Our role in the community is of core importance to us as a business and we ensure that our activity meets local community needs with the greatest impact possible by working to a series of commitments: * 1 Assisting needy families and individuals to have access to daily essentials * 2 Contributing to national causes that promote and develop our nation and build bonds within and across our communities * 3 Fostering closer relationships between people and supporting the general well-being of the public * 4 Encouraging suppliers, customers and members of the public to take part in community volunteer programmes * 5 Contributing to the welfare of workers and their families in Singapore * 6 Promoting and supporting employee volunteerism to strengthen community impact and to increase employee morale * 7 Promoting the creation and development of local businesses and suppliers through our buying and investment programmes * 8 Leveraging our operational impact to provide a positive contribution to the local economy * 9 Contributing and promoting the employment and training of people from the local communities in which we operate * 10 Understanding the impact of our operations and integrating community issues into our business where we can OUR PRACTICES Making a difference to the communities we operate and serve in is a large part of our DNA and a role that we relish. There are many projects, partnerships and events...
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...« Éthique Entreprise – Client » I. Le concept d’éthique II. Éthique et droit III. Éthique et Culture IV. Éthique et responsabilité V. Éthique et relations commerciales internationales VI. Marketing et éthique 1 I. Le concept d’éthique A. La distinction : éthique, morale et déontologie B. Les niveaux de l’éthique C. Les différentes approches et les règles d’éthique D. Les différentes relations concernées par l’éthique en gestion 2 A. La distinction : éthique, morale et déontologie En anglais le terme « ethics » recouvre les trois notions à la fois En français « éthique » et « morale » – termes équivalents (étymologiquement) : Éthique : terme introduit en France en 1265, renvoie à une racine grecque – ethos (caractère, mœurs) Morale : terme introduit en France en 1530, renvoie à une racine latine – mores (coutumes, mœurs) D’où la difficulté à choisir un terme ou l’autre et le débat permanent concernant leur utilisation : éthique ou morale des affaires ? Certains placent la morale au dessus de l’éthique, d’autres, au contraire, pensent que l’éthique prime sur la morale. Le débat sur les mots a un sens plus profond : il porte sur l’interprétation acceptée à des niveaux d’abstraction différents. 3 La morale - science du bien et du mal Le bien • Ce qui est avantageux, agréable, favorable, profitable, • utile dans un but donné. • • Ce qui possède une valeur morale, ce qui est juste, honnête, louable. • • Ce qui donne du...
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...BC0216 Management information systems Nikita Filipov Group D Case Analysis (Modernization of NTUC Income) 1.What were the problems faced by Income in this case? How were the problems resolved by the new digital system? NTUC Income has a decade-old business processes and IT practices. One of the problems was slow process in exchanging of information between departments. For an instance, NTUC Income packed original documents and sent to warehouses where ,over two to three days, a total of seven staff would log and store the documents. Whenever a document needed to be retrieved, it would take about two days to locate and ship it by courier. Refiling would again take about two days. So it took a lot of time, which would be used in more efficient way. Second problem is that old system used to break down frequently despite a few updates. Therefore , due to the breakdowns , work stopped and it would take a huge time(months) to reconciliate data and bring it up-to-date. Third problem is that here existed long-time consuming process, information was not available to agents and advisors in real-time, also staff didn’t know about who is real customer of their company or not, which led to the loss of opportunities for cross-product sales. Also Machine HP 3000 was not so good , because of poor connectivity to devices of employees , and various departments did not have up-to-date information and had to pass physical documents among each other. Through the new digital systems, these...
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...Q1. What were the problems faced by Income in this case? How were the problems resolved by the new digital system? * The problems faced by NTUC Income are delay day by day in business process and the processes were very tedious and paper-based. * The existing system is HP 3000 mainframe still frequently broke down. * Backup data in a costly and tedious process, would risk losing important data. * The COBOL programs also faced multiple broke down. It will make a process slowly. * Hardware failures caused six days of complete downtime and reconciliation took several month to restore the data loss. * They also lost opportunities to cross-sell The problems resolve by: * Switching to the java based eBao LifeSystem from eBao Technology. * Dividing three subsystems tehchnology into the software, Policy Administration, Sales management and Supplementary Resources. * Residing all applications on two or more software. * The LAN cables were replaced with faster cables, a fiber-optic backbone, and wireless capability. * Implement a real-time hot backup disaster-recovery center. * Replace entire IT infrastructure with a more robust, scalable architecture. * Minimizing downtime occurrence due to hardware or operating system failure. * Better communication with costumers. Q2. What types of information systems and business processes were used by Income before migrating to the fully digital system? * HP 3000 mainframe that...
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...Restructuring the small-scale retail sector in Singapore Loo Lee Sim Introduction Performance of the retail sector Singapore's retail sector has been in the doldrums over the last few years. The retail sales index shows sales increasing very slowly over the past three years (Figure 1). Except for festive periods (Christmas and Chinese New Year) and the period of the great Singapore sale (June/July), sales have been poor. Compared to sales, the supply of retail space has been increasing more rapidly. Figure 2 shows that a great deal of retail space has come on-stream over the last few years. By the end of 1997, an estimated 185,880 square metres were released (Urban Redevelopment Authority, 1997). The amount of retail space released over the last few years has led to a steady fall in the occupancy rate and this will be aggravated by another 195,170 square metres coming onstream from 1998-2001(Urban Redevelopment Authority, 1997). In addition to the glut in retail space, a decline in tourism will also affect the retail sector adversely. Tourist arrivals for the first quarter of 1998 declined by nearly 20 per cent compared to the first quarter of 1997. Arrivals from the Asian region have fallen as a result of the currency crisis. The haze, caused by fires in Indonesia and Malaysia, has also deterred visitors from Europe, the USA and elsewhere. In view of the gloomy prospects facing the retail sector, it is timely to review the measures taken by the Singapore Government to restructure...
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...INTRODUCTION TO CLOUD COMPUTING ARCHITECTURE White Paper 1st Edition, June 2009 Abstract Cloud computing promises to increase the velocity with which applications are deployed, increase innovation, and lower costs, all while increasing business agility. Sun takes an inclusive view of cloud computing that allows it to support every facet, including the server, storage, network, and virtualization technology that drives cloud computing environments to the software that runs in virtual appliances that can be used to assemble applications in minimal time. This white paper discusses how cloud computing transforms the way we design, build, and deliver applications, and the architectural considerations that enterprises must make when adopting and using cloud computing technology. This page intentionally left blank. Sun Microsystems, Inc. Table of Contents Introduction................................................................................................... 1 Sun’s perspective ................................................................................................ 1 The Nature of Cloud Computing ....................................................................... 3 Building on established trends............................................................................. 3 Virtual machines as the standard deployment object ........................................ 3 The on-demand, self-service, pay-by-use model .....................................
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...Faculty of Business Administration EBIS112 Contemporary Information systems for organizations 1st Semester (2013/2014) Assignment one Due date: 21st Oct. (for Class 003) 22nd Oct. (for Classes 001 -002) 1 Requirements: 1. Cover page with the title of course, session number, your name and student number and date of submission. Please refer to additional file for details. 2. Use 1-inch for your left-, right-, top- and bottom-margin. 3. Use 11 pt fonts, single line spacing and proper spacing between paragraphs and questions. 4. Answer in YOUR OWN WORDS. Please note that direct wording from either the textbook or your notes will be subjected to mark deduction. 5. Your answer should be PRECISE and COMPLETE. Lengthy answers do NOT necessarily give you higher marks. Cheating: • Please answer your questions in your own words. Identical works found by the instructor will be considered as cheating and no mark will be given to all those involved. Regarding to late submission, 10% will be deducted per day and works submitted five(5) days after the due date will NOT be accepted. Questions: 1. Describe how information systems have changed the way businesses operate and their products and services 2. Information systems are too important to be left to computer designers. Do you agree with the statement? Why or why not? 3. How could information systems be used to support the order fulfillment process illustrated in Figure 2-1?...
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...[pic] Modernization of NTUC Income Case Study Major ：Business Administration Grade ：2013 Name ：Xia Yi’nan ID Number ：201311033030 Contents Contents............................................................................... 1 1.The problems.......................................................................2 1.1The problems faced by Income in this case.....................2 1.2How were the resolved by the new digital systems?.......2 2.Before migrating to the fully digital system..........................3 2.1The information systems.................. .............................3 2.2Business process............................................................3 3.After migrating to the fully digital system...........................4 3.1 Information Systems.....................................................4 3.2 IT infrastructure ............................................................4 4.The benefits that Income reap from the new system............4 5.How well is Income prepared for the future?.......................5 1. The problems 1The problems faced by Income in this case: Processes were vary tedious and paper based. Despite periodic investments to upgrade the HP 3000 mainframe that hosted the core insurance applications as well as the accounting and management information systems, it still frequently broke down. The COBOL programs that were developed...
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...as strikes and other movements of resistance have gradually ceased to exist in Singapore due to the combination efforts of the government and the tripartite alliance as well as the transformation of its labour movement. In contrast with the past, it is evident that Singapore has turned about its condition from inactive trade unions to establishing employment laws and trade union movement. Take the case of the Hock Lee bus strike in 1955 which escalated into a bus riot, causing four people to be killed and thirty-one injured (National Trades Union Congress 2011). This was a collective form of industrial conflict. After going through political changes and the introduction of collective bargaining through the National Trades Union Congress (NTUC), such overt actions were visibly reduced. However, this does not mean that workers do not have their dissatisfaction. They merely replace it with less visible forms such as hidden actions to display their unhappiness in the workplace. Therefore, this poses a question to the employment relations in Singapore in which whether the suppression of covert conflict will lead to the beginning of overt actions. In this essay, several theories will be discussed to interpret the management of employment relations...
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...最近從ICMI電子報上看到一篇介紹新加坡保險公司NTUC的Contact Center得獎的文章, 文中介紹NTUC是家新加坡的Local保險公司, 卻能出類拔萃於全世界Fortune 100的Global保險公司, 贏得2008年的“Best of the Best in Customer Service”獎項, 並說出這家公司如何利用創新技術, 打造全方位高效率又能與客戶交心的Contact Center. 客服中心(Call Center)的觀念推廣開來之後, 企業與客人接觸的管道就不只是接客人的來電諮詢或要求服務異動, Telecom和IT技術昇級之後, VoIP和網路化的加持, Call Center已發展成Contact Center, 就是企業與客人接觸的任何管道都希望這一Contact Center來包辦處理, 舉凡任何的產品和服務諮詢, 售前/售中/售後的銷售和服務, 都可透過電話/email/SMS/WebChat/CyberCSR…等管道來服務或接待客人, 因為不是面對面接觸客人, 在銷售和服務的呈現方式, 更要給人親切感和信任感, 相關的作業流程更要有規範和前後一致性, 因為客人看不到你的表情和身體語言(除了目前推出的CyberCSR可以和客人視訊以外), 在說話語氣和溝通的技巧上, 更要能聽得懂客人的訴求和發揮同理心, 以客人的出發點來提供解決方案, 才有可能達到讓客人滿意的結果, 否則, 客人欲求不滿的情緒上昇之後, 就要更高技能的人來安撫客人, 做抱怨處理了. 經營Contact Center當然有很多的指標來衡量營運績效, 基本的服務水準(Service Level)和客戶滿意度(Customer Satisfaction)是不可少, 再針對不同的衡量向度可以在細分成多項指標, 看經營者較注重哪一向度的表現, 再各別要求, 加強Contact Center的質和量的表現維持一定水平, 並依公司戰略目標, 在執行面上逐步完成使命, 為公司省下大筆面對面接觸客人所花的錢, 還能利用電話和網路24*7*365無國界無時差的特性, 配上Data Mining和CRM的技術, 增加公司的銷售額, 並做完所有的產品諮詢和售後服務, 剩下要交給業務員去做的大事就是, 捧好公司這些VIP大客戶, 並收集相關的市場新鮮訊息, 另外再做些Contact Center無法完成的服務異動事務和催收呆帳, 事後回饋給Contact Center以追蹤結案. 至此, Contact Center包辦公司大小事, 提供的價值算是挺高的, 難怪目前大型企業分分建制自己的Contact Center, 並垂直和水平整合集團內旗下不同產業和領域的公司, 由一家主要Contact Center來包辦各家的銷售, 服務, 催收…的大小事, 每一Agent Team就代表一家公司的後勤部門, 後台的資料庫和相關電話電腦系統就要整合並識別每家的產品和服務特性, 將不同的客戶族群分派給相應熟悉此業務的Agent處理, 以完成整個集團開張一天的大小事, 並將所有服務記錄回寫系統存查, 並同時依集團CRM策略, 同步處理這一天來的交易記錄, 讓決策者能定時能收到想看的客戶經營計劃和進度報告, 任何的Campaign和Event的推出, 也不出此龐大系統的多工支援. 工作和生活能如此愜意自在, 強大的IT技術支援, 成熟的作業流程和豐富的客戶體驗是不可少的投入元素. _______________________________________ About Us NTUC Income was...
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...Modernization of NTUC Income MIS NO.2 9936002連孝容、9936017陳思瑄、9936026王晶婷 ★ 個案背景 NTUC Income創立於1970年，至今已成為新加坡最大的保險公司，其擁有180萬名客戶，總資產將近213億，旗下有3400位保險顧問及1200名員工。 NTUC Income所承辦的業務包含人壽保險、健康保險、一般保險、商業保險及儲蓄投資等服務。 ★ 面臨問題 1. 保險流程 在2003年以前，NTUC Income的保險流程非常冗長且以紙本為主。整個保險流程從客戶與保險代理人接洽、填完表單並提交文件開始，之後保險代理人員會將文件送交公司，再從分公司快遞至服務部，期間可能會延遲二至三天的時間。當服務部門收到資料後會登錄文件並排序，然後將案件資料送交負責承保的部門，而每份案件資料會隨機分派給承保人員。如要歸檔，將會有七位員工花二至三天的時間將送來的文件登錄與歸檔。目前總共有4500萬份的保單文件裝在超過16000個紙箱當中，不論何時要取出文件或要將舊文件放回原處都需要花費兩天的時間。 2. 資訊科技(硬體) NTUC Income會定期更新HP3000的主機，此主機是用來處理核心的保險應用程式及會計和管理資訊系統，但是卻經常當機。NTUC Income的資訊長說：『系統當機就像惡夢一樣，所有的工作皆會停擺，員工必須選擇手動方式調整資料或備份檔案，可是HP3000的備份系統只能夠復原至前一天的備份資料，因此當今天的資料沒有備份完成，所有受影響的資料都會遺失。』其中有一次的當機，就花了數個月的時間去復原遺失的資料。而HP3000系統總共發生了三次重大的故障。 3. 資訊科技(軟體) NTUC Income的IT部門所維護的COBOL軟體也發生數次的當機，而使用COBOL開發新產品也相當困難，因此常常會花費幾週甚至數個月的時間去開發新產品。 4. 資訊傳遞速度 由於NTUC Income 的交易處理系統仍是批次作業，保險代理人與保險顧問無法取得即時資訊，所以常常喪失產品交叉銷售的機會，而HP3000在連結電腦裝置或做遠端通訊時經常出現問題，因此當保險代理人在使用筆記型電腦提交文件時，會碰到許多問題。除此之外，許多部門仍使用紙本文件做資訊傳遞。 ★ 解決方法 1. eBao Life System NTUC Income在2003年6月採用eBao科技公司的eBao Life System，此系統包含了保單行政、銷售管理及補充資源等三個子系統。eBao Life System是以客戶為導向而設計的，且為影像及條碼技術的無間隙整合。除此之外，所有的應用程式會放在兩台至多台的伺服器上，各連接二至多條的傳輸線路，並採用負載平衡的方式，因此這將當機的發生率降到最低。 2. 硬體 NTUC Income決定以更耐用、彈性的架構來取代舊有的資訊科技基礎建設。例如，所有的分部都有掃描器、螢幕改為20吋、個人電腦的記憶體也更新到128MB，以及更新應用程式伺服器、資料庫伺服器和網頁伺服器的軟體與硬體，並且裝有磁碟儲存系統。此外，也將區域網路更換成光纖網路。 3. 災害復原計畫 NTUC Income建置即時的備份災害中心。在此中心，機器會不斷的運作，資料能即時地從資料中心複製到備份機器中，如果資料中心出現了問題，可以馬上使用災害復原中心的資料，整個作業流程可以繼續下去。NTUC...
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