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.
Required
• Access to Learner Guide /other learning materials
• Computer with Microsoft Office and internet access
• Research Notes Template
• Continuous Improvement Policy Template
• A Guide to the Project Management Body of Knowledge(PMBOK)
http://dinus.ac.id/repository/docs/ajar/PMBOKGuide_5th_Ed.pdf
http://www.cs.bilkent.edu.tr/~cagatay/cs413/PMBOK.pdf
Submit to GOALS
• Research notes.
• Continuous improvement policy
• Continuous improvement tools (x2)
• Continuous improvement PowerPoint presentation
• Email with the following attachments:
o Research notes.
o Continuous improvement policy
o Continuous improvement tools (x2)
o Continuous improvement PowerPoint presentation
• revised continuous improvement policy
• Email with revised continuous improvement policy attached
• Observation checklist signed and dated by assessor
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Assessment Task 2 Instructions
Assessment Task 2 Instructions
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 7am to 7pm. 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 process will help to solve. These are:
• An average of two customer complaints are received each month.
• Complaints generally relate to the following themes:
o Customer service staff are unable to provide adequate product advice.
o Customer service staff are not friendly at times.
o Lengthy wait times on the telephone to discuss products or chase up deliveries.
o 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 systemic issues identified through complaints.
• High staff turnover.
• Lack of supporting document 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 organisation.
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 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 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.
Use the Research Notes Template to guide your work.
Your notes should be about three pages long. - 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 each section.
Your policy should include, as a minimum:
• 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 - 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 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 learnings are accessible to all staff. - Send an email to the General Manager (your assessor)
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments, and seek their feedback and ask for the time, date and place of your presentation.
Attach the following to the email.
• Research notes.
• Continuous improvement policy
• Continuous improvement tools (x2)
• Continuous improvement PowerPoint presentation
Your assessor will also organise 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 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. - Send an email to the General Manager (your assessor) .
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should summarise the feedback you received at the presentation and explain the revisions that you have made to your continuous improvement policy.
Attach your revised continuous improvement policy to the email
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