Total Quality Management- Marina Bay Sands Hotel, Singapore

Running Head: Management 1
Total Quality Management- Marina Bay Sands Hotel, Singapore

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SECTION A
Question 1
(a) Describe the business operations and services provided by this organization
The Marina Bay Sand hotel was opened in the year 2011, and the same was developed
by Sands Corporation of Las Vegas as well as designed by Moshe Safdie. Marina Bay hotel
is built over the reclaimed area, and offer a complete view of the city and sea from its top. It
provides its guests with exhibition and convention facilities, theatre entertainment, shopping
facility, accommodation, bars, restaurants, gaming, and casino. This project not only
enhances the economy and tourism of Singapore but at the same time, it also creates the
entertainment and attraction destination for the local people (Bardi, 2011). Marina Bay Sands
hotel include three towers of its hotel, having 2561 rooms and suites, along with 55 floors as
well as 18 variant types of room, through which guest can enjoy the view of the city skyline
as well as of serene sea.
Marina Bay Sands hotel also includes the art museum, which is of lotus shape and is
built in front of Marina Bay. The museum roof is retractable, that offers the waterfall by the
roof. This waterfall is the collection of rainwater, and it’s closed in daytime, and laser show
in the night time. The observation deck of the hotel offers the panoramic view of the
complete bay (Bardi, 2011).
Along with that, in front of the three towers, there is a theatre block, exhibition and
convention facilities, and casino block, which includes around 1400 machines as well as 1000
tables for gaming. The museum of ArtScience is built next to the other three blocks and is
built in the shape of a lotus. In front of the Event Plaza, there is a wonder full, including
water and light show, which is considered as most significant in Southeast Asia and was

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constructed by Laser-vision. Both Wonder Full, as well as ArtScience museum, was opened
in the year 2011.
The Skypark, located at Marina Bay Sands hotel includes the most extended elevated
swimming pool of the world, having 146-meter vanishing edge. Vanishing edge is referred to
the concept of the infinity pool. This pool is built 191 meters above the ground, and includes
422000 pounds of stainless steel and can even comfortably hold around 376500 gallons of
water. The Skypark of the hotel also consists of the rooftop celebrity restaurant like Sky on
57, along with Ce La Vie nightclubs. It also includes hundreds of tree and plants, gardens,
along with public observatory deck, build over the cantilever having Singapore Skyline 360
degree view (Bardi, 2011). This skyline can only be accessed by a hotel guest, due to the
security reason.
Marina Bay Sands is the 6th largest hotel in Asia and has even received the MICE for
three consecutive years. In the year 2006, the hotel attain the MBS, having the value of
around $5.05 billion. In its first year after opening, this hotel was able to attract
approximately 19.6 million visitors and has even hosted around 2000 meetings. According to
LVS, it’s the most profitable property, which generates the profitable revenue of around
$1191400000 in only six months.
(b) Using the following simplified self-assessment tool based on the SPRING Singapore
Business Excellence Framework, demonstrate how the organisation can use this
framework by rating the organisation according to each statement.
S/N Statement 5 4 3 2 1 Justification on
the rating
assigned
Counter- measures
1 Leadership: Senior leaders Very Senior leaders In place of senior

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have developed a clear
vision and mission which
are clearly communicated
to its stakeholders
Likely are responsible
for
communicating
the goals, vision
and mission of
the company to
their
stakeholders
leaders, HR is also
responsible for
communicating
vision and mission
of the company.
2. Leadership: Senior leaders
advocate an organisational
culture that empowers
employees to innovate.
Excellent Senior leaders
are responsible
for building
better
organizational
culture and
sense of
innovation
Even project
leaders develop the
sense of innovation
and organize
different activities
which boost
employee’s
confidence.
3. Strategy: The organisation
develops long and short-
term strategies to achieve
organisational goals.
Excellent Short and long
term strategies
are developed in
beginning and
according all
projects are
undertaken
In place of short
and long term
strategies,
employees can also
go with individual
project strategy.
4. Customers: Markets and
customers are segmented
likely In certain cases
markets and
Customer
satisfaction needs