ABN AMRO central enterprise services: is ACES ready to win the IMCRBNQA

Buisman, K.A. (2008) ABN AMRO central enterprise services: is ACES ready to win the IMCRBNQA.

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Abstract:ABNAMROCentral Enterprise Services (ACES) ABN AMRO Central Enterprise Services (ACES) is a 100% subsidiary of ABN AMRO Bank N.V. and is part of the services. It has locations in three cities in India; Chennai, Delhi and Mumbai. ACES is a Business Process Offshore (BPO) of ABN AMRO. ACES applied for the Indian Merchant Chamber Ramkrishna Bajaj National Quality Award (IMCRBNQA). They did this primarily for the purposes of self evaluation, third party validation, as well as for the sake of winning the award. Winning the award means having a standard that is high enough to become one of the winners. The most important reason for application is that of winning the award to showthe sole customer, ABN AMRO, that ACES has a high level of quality. The IMCRBNQA is based on the American Malcolm Baldrige quality award. An applicant has to write a 65 page report which answers 360 questions in 7 categories; 1. Leadership, 2. Strategic planning, 3. Customer and Market focus, 4. Information and analysis, 5. Human resource focus, 6. Process management, 7. Business results. The award is not about the criteria in silos. It is about the integration and the alignment of the different criteria in order to achieve the operational and strategic goals. Research question: 'Is ACES ready to win the IMCRBNQA?' and subresearch questions 'What are the weaknesses when ACES is assessed on the IMCRBNQA criteria?', 'What are ACES strengths when assessed on the IMCRBNQA criteria?', 'Do the strengths outweigh the weaknesses according to the IMCRBNQA and howcan this balance be improved?' Approach: ACES formulated a roadmap for applying for the quality award. Specialists of each field were assigned as so called criteria champions. A project team of four people of the Quality department, the IMCRBNQA specialists, were assigned to collate the document. They were to make sure the information was collected from the criteria champions and collated into the document. The research question is answered through knowledge gained in the application process and participation in the IMCRBNQA examiner training. In this process my focus was on the criteria; leadership, strategic planning and customer and market focus. As these criteria had my focus, this paper will also predominantly focus on these criteria, whilst trying to maintain the overview over the other criteria. After finishing the application process and the examiner training I had knowledge about the IMCRBNQA. In the process I also acquired in depth knowledge about ACES. Together these lead to the answering of the research questions.
Item Type:Essay (Bachelor)
Clients:
ACES
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:21 art forms
Programme:Industrial Engineering and Management BSc (56994)
Link to this item:http://purl.utwente.nl/essays/59210
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