To become the leading tax administration in the world, the Inland Revenue Authority of Singapore (IRAS) embarked on a Business Excellence journey around 2004. IRAS: 1) adopted the Business Excellence (BE) Framework to drive performance improvement and total organisational excellence; 2) used the Balanced Scorecard (BSC) framework to monitor and manage performance, and 3) adopted ISO standards for all key processes. Key areas of compliance risks were identified and programmes developed to address...

BPIR Categories

2.2.4 Formulate and review business unit strategy
2.4.1 Design the organisational structure
14.3.4 Conduct a business excellence assessment.

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