Reference no: EM132602221 , Length: word count:2200 + PPPT

Assessment Task: Project

TASK SUMMARY

There are two parts to this task:

Part A: For this task, you are required to research and identify continuous improvement systems and processes for a business and develop a continuous improvement policy and two continuous improvement tools.

Part B: For this task, you are required to develop and deliver a continuous improvement presentation.

DEVELOP CONTINUOUS IMPROVEMENT POLICY AND FORMS

Background Information

E-Of freWorx 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 equpment 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 websie 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 CampbelRown.

The company has recentk participated in a strategic planning process with its vision identified to be the leading online supplier of office supplies.

The company employs several stall Including the General Manager, Sales and Marketing Manager, Finance Manager and Human Resources Manager. There are 20 customer service stall in total, a Warehouse Manager and 10 warehousing staff. All the Managers and Customer Service Staff operate out of head office and all warehousing stall, 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, sustainabilify and a satisfied workforce, there we no formal systems or processes in place for continuous improvement to ensure that the company meets its overall vision and values.

Address at aspects of the company's operations horn 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 inckcated 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 generaky relate to the following themes:
- Customer service staff are unable to provide adequate product advice.
- Customer service staff are not friendly at times.
- Lengthy wail times on the telephone to discuss products or chase up deliveries.
- Differences between delivery time slated 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 TOM 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 leanings 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 mprovement process
Responsibebes
• Ensue that your policy complies with relevant legislative requirements. 3. Develop continuous improvement tools.
Develop two contnuous improvement tools identified through your research (for example continuous improvement register and forms, feedback forms, Intranet formsisurveys) to record work performance.
• Refer to these in the continuous improvement policy and include as attachments

Part -B

E-Officeworx - Communication procedure for the delivery of presentations

When communicating with others. take PIO consideration.
• Who you are talking to.
• The type of information to be communicated.
All verbal communication must be:
• Clear and concise.
• Fnendty and professional
• niturally appropriate.
Active listening must be used when responding to questions. Ouestons should be answered in a Inertly and polite manner.

1. Develop a continuous improvement presentation
Review your research notes from Part A of this assessment task
• Develop a 15 minute information training session to be presented to the E-Olticeworks team (role played by you assessa and classmates).
• Use Microsoft PowerPont to develop your presentation. Include graphics to support the explanation of the coned.
• Ensue that your PowerPont presentation is clear, concise and error free.
• Your PowerPant presentation must 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 is the basis of the policy you have developed.
An outline of your policy.

Continuous improvement tools
Strategies fa encouraging staff to participate in continuous improvement dectsonmaking
Strategies fa ensunng that staff are informed about continuous improvement processes, as well as the outcomes of continuous improvement processes
Mechanisms that can be used to cbtan feedback from antomers, suppliers and staff.

- The benefits of Implementing continuous Improvement systems and processes across the company.
The continuous improvement models that you have identified as most sukable for use in E-OfficeWorx and that is the basis of the policy you have developed.
An outline of your policy.
Continuous Improvement tools.
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.
- Knowledge management strategies to ensure that insights and experiences from the business's activities are captured and !earnings are accessible to all staff.
• Submit your presentation to your assessor. Your assessor will advise you of the date and time you will be required to deliver the presentation.
2. Deliver your presentation.
• Review the E-Officeworks communication procedure for the delivery of presentations.
• Deliver your continuous improvement presentation to the team (role played by your assessor and classmates) in line with workplace procedures.
• Ensure that you address all the required content and encourage audience to ask questions and provide you with feedback.

3. Present continuous improvement policy to the audience. Ask audience members feedback. This feedback can be verbal or written.
Based on the feedback provided, make necessary changes to your continuous improvement policy, highlighting the changes made. Submit your updated policy to your assessor.