Reference no: EM133091220

BSBSTR601 Manage innovation and continuous improvement

Task 1 - Knowledge Questionnaire

Question 1

Address the following questions about the cost-benefit analysis:
What is a cost-benefit analysis?

List three (3) key parts of a cost-benefit analysis process.
Describe the cost-benefits analysis process.

Question 2

Address the following questions about knowledge management systems:
What is a knowledge management system? What is it used for?

When would you use the following types of knowledge management systems?
• Customer support system
• Expert support system
• Document management system
• Database management system
List three (3) benefits of knowledge management and sharing.

Question 3

Address the following questions about continuous improvement:

What is continuous improvement?
Outline the PDCA process for CI.

Outline the DMAIC methodology for CI.

What is the root cause analysis?
Provide an example of the root cause analysis method.
What is Kaizen?
What is Total Quality management (TQM)?
What is quality management?

What is lean management?

List the 8 wastes of lean.
What is ISO 9001?

Question 4

Address the following questions about creativity and innovation:

What is the difference between creativity and innovation?

What is disruptive innovation?

What is brainstorming?

Outline the design thinking process.

Define the following categories of innovation's adopters:
• Innovators
• Early adopters
• Early majority
• Late majority
• Laggards
What are the 8 steps of Strategyn's framework called ‘The jobs map'?
Define the following types of innovation:
• Incremental
• Radical
• Sustaining
• Disruptive

Question 5

Address the following questions about organisational learning:

What is organisational learning?

List two (2) characteristics of a learning organisation.

Why is it important to create a shared vision in a learning organisation?

What is system thinking?

What is personal mastery?

What are mental models?

Question 6

Address the following questions about risk management:
What is a risk?
What are the three (3) key steps in the risk management process?
What is the difference between likelihood and impact in risk management?
List the main four (4) risk treatment options.
What is contingency planning?

Question 7

Address the following questions about supply chain and operational, product and service systems:
What is a supply chain?

What is supply chain management?

What are the four (4) main elements of a supply chain?
Briefly describe the following elements of supply chain management:
• Customer relationship
• Demand management
• Order fulfilment
• Product development

Question 8

Address the following questions about gap analysis:

What is a gap analysis?
What are the key steps of a gap analysis process?

Question 9

Address the following:

• Why is it important to determine and evaluate changing trends and opportunities in the workplace? List two (2) reasons.
• What areas could trends and opportunities cover? Name three (3).

Assessment Task 2

You are a Business Consultant (BC) hired to help with continuous improvement (CI) and innovation management in the organisation (see Appendix 1 and 2)

It has been designed to evaluate your ability to/competency in:

• Identify relevant team members and communicate ways of working objectives, expectations and desired outcomes
• Identify and establish strategies to monitor and evaluate the performance and sustainability of key systems and processes
• Consult and seek advice from stakeholders to identify opportunities for improvement
• Communicate with, and mentor team members on ways of working that contribute to continuous improvement
• Communicate with and coach team members how they can be innovative
• Analyse performance reports and variance from organisational plans within the workplace
• Identify and analyse changing trends and opportunities relevant to the workplace
• Collect data and analyse areas for improvement in supply chains and operational and service systems
• Conduct a gap analysis of supply chains and operational and service systems and identify improvement needs and opportunities
• Communicate with and agree on team members identified improvement needs and opportunities
• Identify learning opportunities for team members
• Confirm objectives, timeframes, measures and communication plans are in place to manage the implementation
• Address the impact of change and consequences for people and implement transition plans
• Implement contingency plans in the event of non-performance
• Follow up failure by investigation and analysis of causes and manage emerging challenges and opportunities
• Confirm that learnings from activities are captured and managed using the relevant knowledge management system
• Evaluate continuous improvement systems and processes and innovation on a regular basis
• Identify and communicate with stakeholders costs and benefits of innovations and improvements
• Establish rewards for continuous improvement, innovation and learning
• Seek and respond to feedback from relevant stakeholders' systems and processes for continuous improvement, innovation and learning
• Plan and implement strategies to review and improve own performance

You are required to address the following:
• Task 2.1 Learning Diary
o Complete a learning diary progressively.
• Task 2.2 Identify improvements
o Complete a CI review report
o Consult with stakeholders
• Task 2.3 Implement and evaluate innovative processes
o Determine solution for CI using innovation processes and techniques
o Collaborate with stakeholders
o Develop a CI intervention plan
o Communicate the CI intervention plan
o Implement the plan addressing given scenarios
o Evaluate implementation

Complete the following activities:
Read the Case Study Scenario provided in the appendices.

Assume that the company employed you as a Business Consultant (BC) to help with continuous improvement (CI) and innovation management.
You will work in simulated work conditions. The trainer and assessor will play the role of the CEO in the company.
Consult and engage with the CEO as needed.The trainer and assessor will confirm that you have consulted with them and provide feedback on the marking sheet.
The CEO asked you to lead a cross-functional team to help you identify, implement and evaluate opportunities for improvement and innovation. The cross-functional team comprises the HR Manager, the Marketing Manager and the Client Services Manager.
Form a 3-4 student team to work in simulated work conditions. You will play the role of the BC in turns and collaborate/consult as required in the assessment instructions. Please be reminded that although the assessment requires group collaboration to simulate a work environment, the assessment completion and submission is individual, and it will be marked as such.

This task requires you to:
• Identify improvements
• Implement innovative processes
• Establish ways of working within the team
• Develop a workplace culture and tools for continuous improvement, innovation and learning
When working on the above tasks, you will have to complete a learning diary about your work as BC in CI and innovation management.

Task 2.1 Learning Diary

Complete the learning diary (Template 1) progressively.

Identifying improvements in the workplace
• Reflect on your performance in Task 2.2, focusing on the following:
o Analysis of the internal and external business environment
o Independent research
o Completing the CI report (report writing)
o Gap analysis
o Identification and prioritisation of improvement needs

What did you do well, what could you improve?

Consulting with stakeholders

Reflect on the following:
• Presenting reports, information and data
• Facilitating discussion
• Negotiating agreed on outcomes

Provide an example of each.
What did you do well, what could you improve?

Mentoring team members on ways of working that contribute to CI.

Address the following:
• Did you choose the right topics? Why?
• What other topics would be useful to support team members in working with CI collaboratively?
• Were you confident when mentoring the team members? Would you improve your knowledge of the topics?

Using innovation methods and techniques.

Address the following:
• How did you facilitate the meeting with the team when brainstorming solutions for the CI need?
• Did you choose the right brainstorming method? Would you use it again in the future? Why?
• How did you support the team members to be more innovative? Provide an example.
• Was the coaching session well received?
• What did you do well? What could you improve?

Implementing and evaluating the CI initiative.

Address the following:
• Provide an example of how you applied problem-solving when addressing the scenarios in the assessment.
• What did you find most difficult when implementing the CI initiative?
• What would you add to the lessons learned report thinking about your reflection in this learning diary?

Improvements

Develop a brief four-step action plan to address the opportunities for improvement identified in this learning diary.

Task 2.2 Identify improvements

This task requires you to identify opportunities for improvement:
• Read Appendix 1 and 2 at the end of this document.
• Consider organisational policies and procedures (provided in a separate folder).
• Consult with the cross-functional team to gather inputs and feedback when completing the CI review report (Task 2.2.1).
• Consult with the CEO and gather inputs and feedback when completing the CI review report (Task 2.2.1).
• Analyse performance reports and variances from organisational plans and quality standards (Task 2.2.1).
• Identify and analyse changing trends and opportunities relevant to the workplace (Task 2.2.1).
• Perform independent research, review data and information provided in the scenario for assessment and analyse areas for improvement in the supply chain and operational and service systems (Task 2.2.1).
• Conduct a gap analysis and identify improvement needs and opportunities (Task 2.2.1).
• Share your analysis with the team members and agree on the improvement needs and opportunities(Task 2.2.2)
• During the meeting with the team members, provide mentoring on ways of working that contribute to CI. (Task 2.2.2)
Complete the following:
• Develop a CI review report (Task 2.2.1)
• Present the CI review report to the cross-functional team and mentor them on two topics of choice relevant to ways of working that contribute to CI (Task 2.2.2)
• Finalise the report based on feedback received by the cross-functional team before you submit your assessment for marking.

2.2.1 Develop a CI review report

Purpose of the Report
Scope
STEEPLED Analysis - Overview
Perform a STEEPLED analysis focusing on trends, innovation, constraints, and competitive landscape. Include at least two points of analysis for each STEEPLED category. Be specific (for example, do not just mention tax policy under economic, specify what tax policy you refer to).
SWOT Analysis
Perform a SWOT analysis focusing on factors and issues related to innovation and continuous improvement (for example, obsolete processes or technology in use in the company). The SWOT builds on the analysis undertaken for this document's internal and external business environment. Identify at least 4 factors/section.
Changing trends and opportunities
Identify and analyse changing trends and opportunities relevant to the workplace. As an example, this may include industry trends and standards, sustainability practices, intellectual capabilities and operations.
Supply Chain
A brief description and analysis of the organisation's or operational area's supply chain (downstream and upstream, a visual representation of the supply chain is recommended). Highlight areas for improvement in your analysis.
Operations
An analysis of the operations and systems of the organisation or operational area. Include an analysis of the organisational structure, professional development and leadership as key factors impacting operations in the company or operational area.
Perform a quality gap analysis using the service gap model, and identify significant gaps.
Highlight areas for improvement in your analysis.
Monitoring and Evaluation practices
Summarise the strategies, tools, performance measures, and processes currentlyused to monitor and evaluate organisational performance and sustainability of critical systems and processes in the organisation. (Note: remember to consider different types of sustainability in your analysis).
Gap Analysis
Conduct a gap analysis for four (4) focus areas, and identify improvement needs and opportunities.
Focus areas may include technology, supply chain, operations, systems, leadership and management, HR related improvements, or performance standards.
Recommendations
Once you have gathered a clear understanding of the business operations, you are ready to identify opportunities for innovation and continuous improvement in the company or operational area.
Based on your analysis, provide recommendations on how the focus areas should be prioritised and recommend one key improvement/focus area.
Include one additional recommendation on more effective strategies that could be established to monitor and evaluate the performance and sustainability of operational systems and processes.

Task 2.3 Implement and evaluate innovative processes for continuous improvement

This task requires you to implement innovative processes for continuous improvements:
• Review the CI review report.
• Meet with the team to brainstorm possible solutions to improve the prioritised focus area
• Select one solution
• Coach the team on how they can be more innovative
• Develop a plan for the CI intervention
• Communicate the CI intervention plan to relevant stakeholders
• Implement the plan based on given scenarios
• Evaluate the CI implementation
Complete the following:
• Determine solutions using appropriate innovation methods and in consultation with the team. (Task 2.3.1)
• Communicate and coach team members on how they can be innovative. (Task 2.3.1)
• Select one solution using evaluation criteria and cost-benefit analysis. (Task 2.3.1)
• Develop a CI intervention plan (Task 2.3.2)
• Communicate the CI intervention plan to stakeholders (Task 2.3.3)
• Address the scenarios to simulate the implementation of CI activities (Task 2.3.4)
• Evaluate the CI implementation and develop a lessons learned report (Task 2.3.4)
• Share learning with relevant stakeholders (Task 2.3.4)

2.3.1 Determine solutions

Schedule a suitable time to meet with the other cross-functional team members. This is a Role-Play in simulated work conditions.
• Review the CI review report and brainstorm ideas to address the prioritised improvement need.
• Communicate and coach team members on how they can be innovative. You could consider, for example, coaching them on the brainstorming technique used during the meeting, ways to improve creativity, or how to evaluate ideas. Consider delivering a 5 minutes coaching session.
• Shortlist two solutions in consultation with the team.
• Select a CI process to implement the solution in consultation with the team.
• Perform a cost-benefit analysis.
• Select on solution based on analysis.

BSBCRT611 Apply critical thinking for complex problem solving

Task 1 - Knowledge Questionnaire

Question 1

Identify what legislative framework and organisational policy and procedures may apply to the following workplace problems.
List two (2) legislations or regulations and two (2) organisational policies and procedures that are applicable to each problem.

Question 2

Describe three (3) critical and creative thinking techniques of choice that may be used to resolve complex problems in the workplace.
For example:
• Brainstorming
• Mood boards
• Storyboarding
• Mind mapping
• Design Thinking
• Solution tree
• Metaphorical thinking
• SCAMPER
• Six hats
(50-100 words/description)

Question 3

Identify and list three (3) possible advantages and three (3) possible risks in developing solutions for identified workplace problems.
Explain why it is crucial to determine advantages and risks in developing solutions for workplace problems; and how they can be determined.

Question 4

Outline a decision-making process of choice  to solve complex problems, and identify and list four (4) barriers to effective decision-making.

Question 5

Briefly describe five (5) information sources relevant to determining a workplace issue, including desk research and stakeholder consultations.
Consider, for example:
• Reviewing internal organisational reports
• Using national databases such as ABS
• Consulting industry research databases such as IBISWorld
• Interviewing Subject Matter Experts
• Checking past projects
• Benchmarking against other businesses and/or best practices in the industry
• Attending networking events such as conferences and seminars
• Completing formal or informal training

Question 6

Discuss what organisational requirements should be considered when developing and presenting a brief and a feedback register-mention at least three (3) requirements in your discussion.
Explain why you should consider those requirements in your answer.

Question 7

Develop an approval process for workplace solutions. You can use a flow chart, a step-by-step process, or you can describe the process.

Assessment Task 2

Task summary

MMI Professional Education employed you as a Business Change Management Consultant (CMC) to help resolve a problem in the business.

This task comprises of the following assessment methods:
o Product-based
o Direct observation of Role-Play
o Case Study
o Other (specify)

It has been designed to evaluate your ability to/competency in:

• Identify complex issue for resolution within scope of job role and in consultation with relevant stakeholders
• Document task objectives and risks involved in pursuing identified issue
• Research legislative frameworks and organisational policy or procedures applicable to identified issue
• Calculate required resources and present to relevant stakeholders
• Facilitate ideation session with relevant stakeholders
• Evaluate formulated solutions for advantages and limitations using critical thinking techniques
• Apply decision-making processes to select most viable solution
• Prepare a brief on proposed solution according to organisational policy and present to key stakeholders
• Develop a feedback register to systematically record feedback according to organisational requirements
• Refine proposal based on analysis of feedback
• Seek necessary approvals to implement solution
Your assessor will be looking for demonstrated evidence of your competency in the above.

You are required to address the following:
• Task 1 Scope the problem-solving process
o Attend a briefing session with the CEO (Role-Play in simulated work conditions)
o Develop a brief about the scope of the resolution process
• Task 2 Lead the solution development process
o Prepare and facilitate an ideation session with stakeholders (Role-Play)
o Evaluate shortlisted solutions and recommend one
• Task 3 Refine the solution for implementation
o Gather feedback from stakeholders on the recommended solution
o Refine proposed solution for implementation
o Seek approval to implement the recommended solution
o Reflect on own performance to identify opportunities for improvement

Although the assessment requires group consultation and collaboration to simulate a work environment, the assessment submission is individual and will be marked as such.

Complete the following activities:
Read the Case Study Scenario provided appendix.
Assume that the company employed you as a Business Change Management Consultant (CMC) to help resolve a problem in the business.
To resolve the problem, you will:
• Consult and collaborate with executive management and departmental managers
• Use critical thinking
• Scope the problem and the problem resolution process
• Lead the ideation process to find and evaluate solutions
• Refine the solution for implementation
• Seek approval to implement the solution

You will work in simulated work conditions. The trainer and assessor will play the role of the CEO in the company.
Consult and engage with the CEO as needed.The trainer and assessor will confirm that you have consulted with them and provide feedback on the marking sheet.

Choose one of the following problems:
1 Improve online course delivery. Propose a solution to :
• Enhance student engagement with online delivery
• Improve completion rates of online courses from 30% to 80% in one year
• Increase sales of online courses by 50% in one year
• Use experiential learning to support skills development for job-ready students
Note: you could describe what an engaging online course would look like, what it would include.

2 Abolish silo mentality and improve collaborative practices to:
• Improve collaboration between the department
• Decrease workload
• Use consistent technology and systems across the organisation
• Improve innovation and creativity in the workforce
• Improve staff retention rate
• To implement consistent processes and systems in preparation for the opening of the new campus
Note: you could outline a cohesive strategy to address the issue. The strategy should prioritise max 2 ideas that would provide the most benefits.

3 New Course Development:
• Identify a course that can be offered to domestic and international students
• The course must address the skills shortage in Australia and/or skills for the future
• The course must provide a competitive advantage in the marketplace to attract domestic and international enrolments (for example, price, structure or delivery)

4 Develop an office recycling program app to:
• Minimise waste
• Cut operational costs by 15% in one year (operational costs are currently at $ 125,000/year)
• Develop a recycling program that can become best practice in the workplace

Task 2.1 Scope the problem-solving process

Read the information provided in the Case Study Scenario about the company, and follow the organisational policies and procedures provided in a separate folder as needed.
This task requires you to:
• Define and scope the issue for resolution
• Define your role as CMC when leading the problem resolution process
• Determine the task objectives and risks involved in pursuing the issue
• Identify the legislative framework and organisational policy and procedures applicable to the issue
• Determine what stakeholders can assist with the issue resolution process and in what capacity
• Determine what resources are needed to support the problem-solving process

You are required to:
• Attend a briefing session as scheduled by the trainer and assessor - Task 2.1.1
Attendance at the briefing session is relevant to completing Task 2.1.2. If you cannot attend the briefing session, consult with the CEO (trainer and assessor) at a different scheduled time.
• Develop a brief about the scope of the problem-solving process- Task 2.1.2
It is advisable to review the brief requirements before attending the briefing session.

2.1.1 Briefing session

Attend a briefing session in week 1 of class, as organised by the trainer and assessor to define the complex issue the organisation is facing.
The trainer and assessor (the CEO in simulated work conditions) will discuss the company background, the current business landscape, and possible sources of information about the issue of choice.
This is an opportunity to gather insights and information to support problem definition.
The briefing session is a Role-Play in simulated work conditions.
Duration: 30-45 minutes.
Before the session
• Make yourself familiar with the Case Study, and the issue of choice
• Review the requirements of the brief in Task 2.1.2 and draft questions relevant to the completion of the report
• Determine possible sources of information to scope the issue resolution process
• Undertake independent research on the issue

During the session
• Listen actively
• Ask questions
• Take notes
• Interact with other students to gather their inputs, feedback and perspective
• Gather valuable information to complete the brief in Task 2.1.2

The trainer and assessor will validate your active participation during the briefing session and provide feedback on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to attend a briefing session.

2.1.2 Report

Develop a brief to present the scope of the problem resolution process to management.
Use the template provided below and follow the instructions.

Template 1 -Brief - Scope of the resolution process

Overview
• Provide a business overview: name of the business, industry, what the business does.
• Provide an overview of your role within the business.

Issue
Define the issue in simple terms and provide a brief outline.
Tips: You may want to use root cause analysis tools such as the 5 WHYs to help define the issue.
Stakeholders
Identify and list the stakeholders associated with the issue and those who could support issue resolution.
(5-6 key stakeholder groups or individuals)
Analysis
• Outline the impact of the issue on the organisation .
• Determine the advantages/benefits of resolving the issue (2-3).
• Identify three (3) risks involved in pursuing the issues.
Provide numerical data if possible.
Objectives
Identify two (2) key objectives when pursuing possible solutions to resolve the issue.
Legislative and organisational requirements
Research the legislative frameworks and organisational policy and procedures applicable to the identified issue.
• Provide a summary of legislative and regulatory requirements applicable to the identified issue.
• Identify 3-4 relevant policies and procedures applicable to the identified issue.

Task 2.2 Lead the solution development process

This task builds on Task 2.1 and requires you to:
• Present the Brief - Scope of the resolution process to departmental managers - Task 2.2.1
• Lead the solution development process using critical thinking - Task 2.2.1 and 2.2.2
• Select the most viable solution using critical thinking - Task 2.2.2
• Develop a feedback register -Task 2.2.2
• Prepare a brief to present the proposed solution to executive management - Task 2.2.3
Schedule a time with the trainer and assessor in week 3 to meet with departmental managers played by a group of classmates to:
• Present the Brief - Scope of the resolution process
• Facilitate an ideation session in your role as CMC

Duration: 30 minutes.
This is a Role-Play in simulated work conditions.
The trainer and assessor will evaluate your performance during the Role-Play and provide feedback in an Observation Checklist.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play.
Before the meeting
• Finalise the Brief - Scope of the resolution process, and prepare to present it to departmental managers
• Select two (2) ideation techniques to use during the meeting. Examples of methods are provided below:
o Storyboarding
o Mind Mapping
o Wishing
o Alter-egos/heroes
o Six thinking hats
o Brain-writing
o Rapid ideation
To generate solutions to resolve the issue.
List the selected ideation process in the space below and explain why you chose them.

• Plan how to create an environment where participants feel free to share ideas
• Determine how you will facilitate and manage an open discussion with the managers
• Prepare resources such as butcher paper and markers
• Prepare a list of 'how might we' questions.
List 3-4' how might we' questions in the space below.

• Determine three (3) evaluation criteria to shortlist three (3) solutions at the end of the ideation session
You may consider:
o Feasibility (such as technical requirements)
o Resources needed for implementation
o Skills and knowledge need to execute the idea
o Costing Vs Benefits of the solution
o Strategic fit
o Synergy with the organisation
o Added value
o Time to implement the idea
o Legal and regulatory considerations
o Internal barriers (such as stakeholders' expectations)
o External barriers (such as the economic landscape)

You can then use the criteria as a checklist with a rating scale, 1-5, where 1 is poor and 5 is excellent against each criterion.
List the criteria in the space below.

During the meeting
• Present the Brief - Scope of the resolution process
• Explain the structure of the ideation session and the ideation techniques you will use
• Explain any rules such as time allocated for the ideation process
• Facilitate the session
• Document the alternative solutions brainstormed by the group
Use the table below.

• Shortlist three (3) solutions in collaboration with the group, considering the selection criteria you developed when preparing for the ideation session.
List the three (3) shortlisted solutions in the space below.

2.2.2 Evaluation

Evaluate the three shortlisted ideas, and apply decision-making processes to select the most viable solution.
• Evaluate the three (3) shortlisted solutions against the three criteria developed when preparing the ideation session.

• Use a modified version of a decision tree diagram to assess the three (3) solutions (see chart below).
We have simplified the decision tree diagram to help you decide on the most viable solution.
o Complete the diagram identifying two (2) risks and two (2) rewards for each shortlisted solution.
o Determine if you would recommend the solution or not.

• Develop a feedback register template to record feedback about the recommended solution systematically.
Please refer to the continuous improvement policy for guidance.
Document the register (in table format) in the space below.

2.2.3 Brief proposal

Prepare a brief on the proposed solution using a PowerPoint (PP)presentation. Use the template provided in a separate file and submit the PP with your assessment.

Task 2.3 Refine the solution for implementation

2.3.1 Collect feedback and refine the brief proposal

Schedule a time with the trainer and assessor in week 5 to meet with 2-3 departmental managers played by a group of classmates to:
• Present the brief proposal in your role as CMC
• Collect feedback to refine the solution for implementation

Duration: 10-15 minutes.
This is a Role-Play in simulated work conditions.
The trainer and assessor will evaluate your performance during the Role-Play and provide brief feedback on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play.
Before the meeting
• Ensure the brief proposal is ready
• Prepare to present and respond to questions and objections

During the meeting
• Present the proposed solution using the PP developed in Task 2.2.3
• Articulate the advantages and disadvantages of implementing the proposed solution
• Explain why you recommend the solution over others
• Answer questions from managers
• Collect their feedback to refine the proposal

After the meeting
• Record the feedback received in the feedback registered developed in Task 2.2.2.
• Determine what actions are needed to address the feedback.
• Document the updated feedback register in the space below

• Update the brief proposal based on the feedback received, and submit the update PP calling it Brief Proposal - Your Name -Version 2.

2.3.2 Ask for approval

The CEO asked you to send the finalised brief proposal to the Board of Directors for review and approval.

Write an email (Template 2) to the Board of Directors:
• Briefly outline the content of the brief proposal
• Ask for approval to implement the proposed solution

Attach the brief proposal to the email by writing their title in the 'attachment row' of the template.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

2.3.3 Reflection

Evaluate your performance when:
• Scoping the issue for resolution
• Scoping the issue resolution process
• Leading the solution development process
• Consulting and collaborating with stakeholders
• Preparing briefs with justifications
• Using critical thinking to solve problems to identify opportunities for improvement.

Attachment:- Manage innovation and continuous improvement.rar