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BSBMGT516 Facilitate Continuous Improvement

Task

Instructions

Read the background information and complete the tasks that follow.

You have recently been appointed as the new Operations Manager. The General Manager has advised you that although the company’s key values include a strong commitment to quality, customer service, sustainability and a satisfied workforce, there are no formal systems or processes in place for continuous improvement to ensure that the company meets its overall vision and values.

The General Manager advises you that he would like you to research and implement a new continuous system/process to address all aspects of the company’s operations from staffing to customer service to health and safety, as well as embedding continuous improvement into the company’s culture. He has also indicated that he would like you to consider how the company can introduce more sustainable practices both within the company and in relation to products and would like this integrated into the continuous improvement system.

The General Manager has indicated that he would like a formal continuous improvement system fully implemented within the next three months.

He also advises of the following issues within the company that he is hoping that a continuous improvement system and process will solve:

  • An average of two customer complaints are received each month.
  • Complaints generally relate to the following themes:
  • Customer service staff are unable to provide adequate product advice.
  • Customer service staff are not friendly at times.
  • Lengthy wait times on the telephone to discuss products or chase up deliveries.
  • Differences between delivery time stated and actual delivery time.
  • There also appears to be some further issues relating to the time in responding to complaints and identifying and implementing procedures to address issues identified through complaints.
  • High staff turnover.
  • Lack of supporting documentation to assist with overall quality such as staff training manuals.

1. Research and identify continuous improvement systems and processes for the business.

You are required to conduct research and take notes to assist you in developing a continuous improvement policy and continuous improvement tools. Throughout your research, you must identify:

The benefits of implementing a continuous improvement process for the company.

Continuous improvement models that may be suitable for the company, such as the Plan Do Check Act, Six Sigma or TQM approach to continuous improvement. You must research at least two models and identify the best one to use at E-OfficeWorx.

Strategies for implementing continuous improvement into business systems and procedures including performance management, sustainability, health and safety and knowledge management and to address existing issues within the company.

Four continuous improvement tools, including at least two digital tools (for example, continuous improvement register and forms, feedback forms, intranet forms/surveys, online/intranet surveys) that can be used as part of a continuous improvement system.

Strategies for encouraging staff to participate in continuous improvement decision- making.

Strategies for ensuring that staff are informed about continuous improvement processes, as well as the outcomes of continuous improvement processes.

Mechanisms that can be used to obtain feedback from customers, suppliers and staff.

Ongoing mentoring and coaching processes that can be used to ensure that staff are able to implement and support continuous improvement processes.

Strategies for ensuring continuous improvement in sustainability.

At least two knowledge management strategies to ensure that insights and experiences from the business’s activities are captured and learnings are accessible to all staff.

2. Develop a continuous improvement policy.

Review your research notes.

Develop a continuous improvement policy for E-OffficeWorx. As a minimum, your policy must include:

  • Purpose of the policy
  • Scope of the policy
  • Continuous improvement principles
  • Continuous improvement model
  • Continuous improvement implementation
  • Staff participation and communication
  • Tools to support the continuous improvement process
  • Responsibilities.
  • Ensure that your policy complies with relevant legislative requirements.

3. Develop continuous improvement tools.

  • Develop two continuous improvement tools identified through your research (for example, continuous improvement register and forms, feedback forms, intranet forms/surveys) to record work performance.
  • Refer to these in the continuous improvement policy and include as attachments.

BSBMGT516 Facilitate Continuous Improvement

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