Continuous Improvement Project – Diploma in leadership Management Report Writing Assignment Help

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Diploma in leadership Management Report Writing Assignment Help

Task:-

Assessment Task: Continous Improvement Project
Task summary
This assessment task requires the student to conduct research to establish a continuous improvement system and processes for a case study organization, E-OfficeWorx, including developing a continuous improvement policy and two continuous improvement tools.
They are also required to prepare and deliver a presentation to staff on the new continuous improvement system and processes and to incorporate suggestions for improvement based on staff feedback.
This assessment is to be completed in the simulated work environment in VTI.
Required

Access to textbooks/other learning materials

Computer with Microsoft Office and internet access

Research Notes Template

Continuous Improvement Policy Template

Carefully read the following:
E-OfficeWorx is an independently owned and operated company based in Campbelltown, NSW. The company has been in operation for 2 years.
The company supplies a wide range of stationery, office supplies, furniture, business equipment, and computer supplies for large and small office environments, including home offices. There are no retail stores, and customers order online through the company’s website or through a Customer Service Centre that operates 7 days a week from 7 am to 7 pm. Orders are distributed from a warehouse that is also located in Campbelltown.
The company has recently undertaken a strategic planning process with its vision identified to be the leading online supplier of office supplies.
The company employs a number of staff including the General Manager, Sales, and Marketing Manager, Finance Manager, and Human Resources Manager. There are 20 customer service staff in total, a Warehouse Manager and 10 warehousing staff. All of the Managers and Customer Service Staff operate out of the head office and all warehousing staff, including the Manager, are located at the Warehouse. Turnover of Customer Service Staff is currently high at around 30% annually.
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 would like you to research and implement a new continuous system and processes 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 system and processes fully implemented within the next three months.
He also advises that there are some issues within the company that he is hoping that a continuous improvement system and the process will help to solve. These are:

An average of two customer complaints is 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 the 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 systemic issues identified through complaints.

High staff turnover.

Lack of supporting documentation to assist with overall quality such as staff training manuals.

The company is just about to expand and introduce a new line of products being hospitality and restaurant supplies. This will mean the establishment of an additional department with more staff employed. Procedures need to be streamlined and consistent across the organization.

Complete the following activities:

Conduct continuous improvement systems and processes research

The first part of this assessment task requires you to conduct research to Identify options for continuous improvement system and processes for E-OfficeWorx. Make notes on your research, which you will then use to develop a continuous improvement policy and two continuous improvement tools for E-OfficeWorx, as well as a presentation for staff about the benefits of continuous improvement and to provide training in the new continuous improvement processes and systems.
Your research should include identifying:

The benefits of implementing continuous improvement systems and processes across 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 should research at least two models and identify the best one to use at E-OfficeWorx.

Ways of building in 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.

Continuous improvement tools (for example, continuous improvement register and forms, flow charts) that can be used as part of a continuous improvement system. Identify and describe at least four.

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

Strategies for ensuring that staff is 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 is able to implement and support continuous improvement processes.

Strategies for ensuring continuous improvement in sustainability.

Knowledge management strategies to ensure that insights and experiences from the business’s activities are captured and learnings are accessible to all staff. You should identify and describe at least two strategies that may be suitable for E-OfficeWorx and explain why.

Develop a continuous improvement policy

The next part of this assessment requires you to use the results of your research to develop a continuous improvement policy for E-OfficeWorx.
Use the Continuous Improvement Policy Template provided to you that includes notes for guidance in competing for each section.
Your policy should include, as a minimum:

Purpose of the policy

The 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

Develop two continuous improvement tools.

You are also required to develop a minimum of two of the continuous improvement tools as identified through your research. These should be referred to in the continuous improvement policy and included as attachments.

Develop continuous improvement presentation

Use the results of your research to develop an information and training session for the team about the new continuous improvement systems.
You are required to develop a PowerPoint presentation that includes graphics to support your explanations of the content. Plan your presentation to last for at least 15 minutes.
Your presentation should address:

The benefits of implementing continuous improvement systems and processes across the company.

The continuous improvement models that you have identified as most suitable for use in E-OfficeWorx, and that are the basis of the policy you have developed.

An outline of your policy.

Continuous improvement tools (for example, continuous improvement register and forms, flow charts)

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

Strategies for ensuring that staff is 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 is able to implement and support continuous improvement processes.

Strategies for ensuring continuous improvement in sustainability.

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

Submit the following documents to the General Manager (your assessor)

Research notes.

Continuous improvement policy

Continuous improvement tools (x2)

Continuous improvement PowerPoint presentation

Your assessor will also organize 2 other students to attend the presentation in the role of staff members. Your assessor and students roleplaying staff members will also ask questions, so be prepared to respond.

Conduct continuous improvement presentation

The final part of this assessment requires you to present your continuous improvement presentation.
Deliver your PowerPoint presentation to the team, addressing all the required content.
Advise your team that they may ask questions at the end of the presentation.
During your presentation, you will need to demonstrate effective communication skills including:

Speaking clearly and concisely

Using non-verbal communication to assist with understanding

Asking questions to identify the required information

Responding to questions as required

Using active listening techniques to confirm understanding

Your team will offer suggestions, which you will need to incorporate into your continuous improvement policy, so you may need to write these down.

Update the continuous improvement policy

Revise your continuous improvement policy so that incorporates the feedback that you received during your presentation.
Name this document Revised Continuous Improvement Policy.

Submit the revised Continuous Improvement Policy to the General Manager (your assessor).

Assessment Task 3: Customer service improvement project
Task summary
This assessment task requires you to review the outcomes of a customer service survey, identify improvements required and communicate these to your team in the form of a report.
This assessment is to be completed in the simulated work environment in VTI
.
Assessment Task 3 Instructions
Carefully read the following:
Assume that, as part of the implementation of the continuous improvement system, that the company implemented a formal customer survey with the results shown below.
The survey was sent to a random sample of customers to be completed through survey monkey.
The survey was sent to 75 customers and 49 were returned.
As this was the first customer survey, customers were asked to respond to 4 general questions only.
Customer survey findings are as follows:
Overall satisfaction with E-OfficeWorx

26 totally satisfied

18 somewhat satisfied

4 dissatisfied

1 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.
Ease of doing business with E-OfficeWorx

20 totally satisfied

19 somewhat satisfied

8 dissatisfied

2 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with the ease of business is 47%.
Customers who said they would purchase products from E-OfficeWorx again are:
Industry benchmarks show that the average number of customers who indicate that would purchase products again is 72%.
Customers who said they would recommend E-OfficeWorx to others

38 totally satisfied

8 somewhat satisfied

3 dissatisfied

0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.

Write a continuous improvement report

Analyze and report on results provided in the case study information.
Review the survey data and provide a report to the General Manager (your assessor) on the results.
Also, include your recommendations for actions based on your analysis.
Your report should be between half a page and one page.
Your report must be written in clear and concise English
and include:

An analysis of the overall results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty. You should convert the findings into bar charts that clearly shows the results of the survey and in percentages. If you are not sure how to do this, use word help to find out how to create charts in the word.

Your overall analysis of how the company is performing in terms of customer service.

Your recommendations for future customer surveys. Include at least two recommendations.

Submit the continuous improvement report to the team.

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