Enhancing Organizational Communication & Continuous Improvement

This assignment focuses on enhancing organizational structure to facilitate direct employee-management communication, mentoring, coaching, and continuous improvement. It explores relating these improvements to other business systems such as knowledge management, quality assurance, performance management, sustainability, and decision-making processes. The task also requires reflecting on a past work experience where continuous improvement was applied.

ASSE SSMENT T ASK...................................................................................................................................................................... 3
SECTION 1 – CONTINUOS IMPROVEMENT INTERVENTION.....................................................................................3
SECTION 2 – FACILITATE CONTINUOUS IMPROVEMENT........................................................................................5
TASK 1- LEAD CONTINUOUS IMPROVEMENT SYSTEMS AND PROCESSES......................................................5
TASK 2- MONITOR AND ADJUST PERFORMANCE STRATEGIES.........................................................................8
TASK 3- MANAGE OPPORTUNITIES FOR FURTHER IMPROVEMENTS................................................................9

This assessment is a project that requires you to assist with the resolution of a business problem by
applying continuous improvement.
You are required to:
 Choose one of the two projects provided by your trainer
 Review and assess the business problem
 Identify how a CI project can best assist the organisation/department
 Develop and facilitate implementation of a CI project
Please refer to your Unit Learning and Assessment Outline for further information about this assessment.
Some help text is provided to give you clear guidelines for the completion of this assessment. Delete the
help text when submitting.
SECTION 1 – CONTINUOUS IMPROVEMENT INTERVEN TION
This section is about:
o Understanding the business problem that requires a continuous improvement intervention
o Applying the DMAIC approach to develop and implement a continuous improvement project
1. Choose a project to complete your assessment. Indicate below what project you have
chosen.
Note: if you have chosen project 2, provide detailed background information on the
organisation and their business problem.
2. Undertake a GAP analysis based on your project. What gaps have you identified?
3. Apply the DMAIC approach. (The DMAIC plan must be appropriately developed. You should
demonstrate ability to critically analyse and address the requirements of the DMAIC
approach when planning for improvement)
3.1 Define
o What are the biggest issues seen from the eyes of the customers (internal and/or external)?

o What improvements do you aim to achieve? (Example: reduce turnover, improve morale;
increase competitiveness, lower cost of servicing; improve market position, improve use
of workspace etc...)
3.2 Measure
Address the following, ALL points must be addressed (Min. 150 words):
o Develop a process map to describe the current process chosen for analysis. You should
apply appropriate flow charting techniques.
Note: if you develop the process in a separate file, attach it with your submission with the
tile: BSBMGT516_T1_Current Process_Your Name
o Undertake a failure review by identifying things that are going wrong with the current
process
o Develop a measurement plan. What data needs to be collected? What will your team do with
that data?
3.3 Analyse
Address the following, ALL points must be addressed (Min. 150 words):
o List the non-value steps in the current process.
o Undertake a root cause analysis. Thinking about the issues that the company is
experiencing, list and analyse the causes of the problems. Apply appropriate analysis
techniques.
3.4 Improve
Address the following with enough details to demonstrate you can intervene on the key issues
identified in your analysis. ALL points must be addressed:
o Suggest solutions for each issue and identify which ones are more effective and why.
Include the expected outcomes for each solution you have identified.
Use the table below to record your answer (add additional rows if necessary)
Issue

o Re-design the process map to reflect improvements that you recommend in the current
process.
Note: if you develop the process in a separate file, attach it with your submission with the
tile: BSBMGT516_T1_Revised Process_Your Name
3.5 Control
Address the following, ALL points must be addressed (Min. 150 words):
o Suggest continuous improvement processes to be implemented in the organization:
o to monitor and control newly implemented processes; and
o to consider areas for further improvement when undertaking future planning.
SECTION 2 – FACILITATE CONTINUOUS IMPROVEMENT
This section is about:
o Leading the continuous improvement process
o Support the organization in the continuous improvement effort
o Monitor and adjust strategies for continuous improvements
o Manage opportunities for continuous improvements
Address the tasks that follow referring to your CI project and the DMAIC plan for CI that you have
developed in section 1.
Some help text is provided to give you clear guidelines for the completion of this assessment. Delete the
help text when submitting.
T ASK 1- LE AD CONTINUOUS IM PROVEM ENT SYSTEM S AND PROCESSES
1. Leadership
Vision for the CI project: Vision of continuous improvement is to deliver quality services to customers on time.
As per the scenario ABC sells wrapping items and shopping bags to workshops. With the growth and
increase in demand business was unable to deliver quality services to customers. Due to this reason complaints of
customers are increasing. In order to resolve this issues ABC has decided to implement a continuous improvement
project in order to make enhancement its services . Therefore, management will identify all the issues and
overcome them with proper strategies to decrease customer complaints.
Key goals of CI project are as follows:

 To minimise the time of delivering order to customer from starting process till end.
 To focus on quality practices in their business operation which will reduce customer complaints.
 To improve work relationship and clear communication between department and improve morale
2. Team engagement
 Strategies which can be adopted for ensuring that team member take participate in decision making
process. It is essential to make sure that their vision is provided as a clear direction in front of employees.
The team member should be respected and recognise for their best performance and efforts (Dale, 2015).
For example, if team accomplish the provided target then they can be contributing to the higher value to
the organisational growth.
 Assume responsibility: In the firm team member can be provided responsibility in order to handle
new employees. It is will help in gaining information related to the skills of team member and
directing the new ones to help others.
 Show initiative: Team member opinion and ideas should be respected so that they can highly involve
in decision making process .The team member can be provided information related to the efficient
and inefficient employees based on their performance changes can be made in an effective manner.
3. Stakeholders
Stakeholder Role Responsibility Interest and authority
in the CI project
Stakeholder Role Responsibility Interest and authority in
the CI project
Employees To work hard in order to
make products
To make sure that quality
product is delivered to
the customers
There interest is to
deliver quality product
Employers To improve quality of
product
Continuous improvement
process is carried out
systematically
There interest is in
satisfying customers
needs.
4. Communication

The imitative can be communicate with all the stakeholder through providing document related to
continuously improve via mail. Therefore, mail system will be used in order to communicate information
in an effective manner (Boer, Berger and Gertsen, 2017). In content of communication information
regarding method used to improve customer services along with the time duration will be provided.
5. Communication sample
Sample of communication
To
Subject
For continuous improvement ABC company has taken many steps which will help in carrying in delivering
quality products and services to customers. Proper procedure will be followed in order to deliver products on
time to customers.
Thank you
6. Sustainability requirements
In the production department manager of ABC company can focus applying sustainability practices for
furniture and acquiring raw material. Therefore, it will assist in reducing the cost and developing good image
in the market. Along with this, people will prefer to purchase from particular company which help in gaining
competitive advantages. Sustainability practices ensure that company care about society, environment etc
which help in differentiating ABC company from other firms (Senge, 2014). In change and management
process company need to focus making sure that all the process carried out should not impact the
environment.
7. Mentoring and coaching
Mentoring and coaching process to make sure that individuals and teams are able to implement and
support the firm continuous process. Firm can take feedback from its employees which help in providing
information related to the continuous improvements. Further, company can highlight a training session to
make sure continuous improvement (Tanenbaum, 2016). Apart from this, employees can be closely
supervising by mentor while working which will help in continuous improvement.
8. Mentoring and coaching process sample
Mentoring component Description Contact method

Virtual mentoring In this online communication can
take place in which mentor has to
answer all team members question.
Contact made online
Speed mentoring In this group meeting should be
conducted in an hour with mentor
in order to resolve issues (Ulmer,
Sellnow,. and Seeger, 2017).
Face to face meeting
Group mentoring Group meeting can be conducted
with team members every month.
Through conference
9. Knowledge management strategy
Knowledge management strategy is known as the plan which describe the way through which information
can be managed and knowledge for the benefits of the firm and employees. Some knowledge
management strategies are essential for the success of knowledge management initiatives. In order to
continuous improvement it is essential to ensure that employees are aware of each and every process
which is covered in knowledge management process (Evans, Hearn, and Ivey, 2017).
10. CI Register
Develop a continuous improvement register template for your CI project. Include the register
below or attach in separate file with your submission.
Note: if you develop the process in a separate file, attach it with your submission with the tile:
BSBMGT516_T1_CI Register template_Your Name
T ASK 2- M ONITOR AN D ADJUST P ERFORM ANCE STR AT EGIE S
1. Monitoring
 Four strategies that can be used for monitoring operational progress
 Engaging employees: All the employees can be engaged on the work through providing a set of roles and
responsibility. It is easier for employees to get information related to work and measure it in an effective
manner (Arnold and Boggs, 2015). Along with this regular checking all the activities will help in
understanding the issues and modifying it as per the requirement. It is essential to keep all the activities
within the parameters of the provided goals and objectives
2. Communication

All the strategies can be communicated in different manner such as through email, message, conference
meeting etc. It is essential for the firm to ensure that message which is deliver to customers should be
clear so that no confusion create working on continuous improvement project (Ko, Han and Lee, M.,
2017). All the improvement should be communicated to the team member and documented in future
planning. The communication skill can be help in developing a strong relationship with senior employees
and management.
T ASK 3- M AN AGE OPPORTUNITIES FOR FURTHER IM PROVEM ENTS
Communication
Identify and describe processes to ensure that team members are informed of outcomes of
continuous improvement efforts. (Min. 150 words)
1. Communication process sample
Develop one of the processes (high level) identified in question 1 and include it below:
2. Team performance process
Identify and describe at least 2 processes that include recording of work team performance to
assist in identifying further opportunities for improvements.
3. Team performance template
Create and include a template, based on one the processes described in question 3, to
recor/identify team performance below:
4. Further improvements
Based on your CI project and your discussion in this assessment document, what areas have you
identified for further improvement in the organisation? (Min. 150 words)

Unit Code BSBMGT516
Unit Name Facilitate Continuous
Improvement
Assessment Code T2 Due Date See Training Schedule
Student Name Panagiotis Christofi Student ID LON00004TD
Declaration of authenticity
I, the above named student, confirm that by submitting, or causing the attached project (and any
additional attachment associated with it) to be submitted, to Lonsdale Institute Pty Ltd, I have not
plagiarised any other person’s work in this project and except where appropriately acknowledged, this
project is my own work, has been expressed in my own words, and has not previously been submitted for
assessment.
I do understand and accept the consequences of academic misconduct according to Lonsdale’s Policies
and Procedures.

This assessment is a questionnaire (with a mix of objective and subjective questions).
Research the topics and terms mentioned in the questions below and answer all questions in your own
words.
QUESTIONNAIRE
1. Outline how organisational systems and procedures can support effective
continuous improvement. (Min. 150 words)
Organisational system and procedure can help in supporting effective continuous improvement. In the
organisation entire process should be carried out in such a manner that all follow its strictly.
Continuous improvement is an important part of strategic management system with the aim of making
sure that customer services can be improved. As per the organisational structure employees should
be permitted to directly communicate with management so that their problems and issues can be
solved on time. Further, proper mentoring and coaching should be provided to employees so that
they can learn about systematic process related to the organisational process. At the time within the
firm when continuous improvement opportunity is identified then it is essential to follow process.
Providing feedback which can be verbal or written and recommend to senior management for making
improvement. In order to support the improvement system at the workplace, employee’s can be
engaged in decision making process where they can provide new innovative ideas related to the
continuous improvement.
2. Discuss how continuous improvement systems and processes relate to other business
systems and requirements. (Discuss knowledge management, quality, performance
management, sustainability and any other business systems and requirements that
you can think of in that context) (Min. 150 words)
Continuous improvement system can be related to the other business system and requirements. Through the help
of continuous improvement system firm can gather information related to the area in which improvement is
required. Along with this, there are various strategies which can be adopted as because they are proven to be
effective that are as follows:
 Plan do check act: It is a four-step quality model which emphasize on continuous improvement through
following the four steps that are plan, do, check and act.
 Lean: Lean basically focus on preserving quality with less risk. One of the main benefit of lean is that it
includes a boost in employee’s morale and overall improved customer satisfaction (Quirke, 2017).

 Total quality management: It is known as type of continuous improvement strategy which is started out in
the manufacturing sector. It helps in making improvement in the products so that all the products can be
delivered to customers on time.
3. Reflect on a past work experience and describe an instance where continuous
improvement was applied. (Min 100)
Past work experience related to the continuous improvement. While working in the firm I analysed that products
which are delivered to customers are damaged due to which sales of product were getting affected. At this stage,
in order to make improvement firstly I gathered information related to the process due to which product is getting
affected. I collected feedback from employees and analyse the area at which improvement is required. Apart from
this, all the information which is gathered is presented in front of the different stakeholders. It helps in making
effective decision related to the improvement in the product.

TABLE OF CONTENTS
ASSESSMENT TASK............................................................................................................................... 3
SECTION 1 – CONTINUOS IMPROVEMENT INTERVENTION.................................................................3
SECTION 2 – FACILITATE CONTINUOUS IMPROVEMENT.....................................................................6
TASK 1- LEAD CONTINUOUS IMPROVEMENT SYSTEMS AND PROCESSES...................................6
TASK 2- MONITOR AND ADJUST PERFORMANCE STRATEGIES....................................................10
TASK 3- MANAGE OPPORTUNITIES FOR FURTHER IMPROVEMENTS...........................................11

This assessment is a project that requires you to assist with the resolution of a business problem by
applying continuous improvement.
You are required to:
 Choose one of the two projects provided by your trainer
 Review and assess the business problem
 Identify how a CI project can best assist the organisation/department
 Develop and facilitate implementation of a CI project
Please refer to your Unit Learning and Assessment Outline for further information about this assessment.
Some help text is provided to give you clear guidelines for the completion of this assessment. Delete the
help text when submitting.
SECTION 1 – CONTINUOUS IM PROVEM ENT INTERVEN TION
This section is about:
o Understanding the business problem that requires a continuous improvement intervention
o Applying the DMAIC approach to develop and implement a continuous improvement project
1. Choose a project to complete your assessment. Indicate below what project you have
chosen.
Note: if you have chosen project 2, provide detailed background information on the
organisation and their business problem.
I chose the Project 1.
2. Undertake a GAP analysis based on your project. What gaps have you identified?
3. Apply the DMAIC approach. (The DMAIC plan must be appropriately developed. You should
demonstrate ability to critically analyse and address the requirements of the DMAIC
approach when planning for improvement)
3.1 Define
The organisation is facing issues regarding solving customer problems. They are having its customer
service department in Melbourne and warehouse in Geelong. So it becomes difficult for them to
coordinate. Besides this, there are only 3 people working in warehouse. So there are many errors on
picking up order from customers. Along with this, accounts department remains busy due to workload.
oWhat are the biggest issues seen from the eyes of the customers (internal and/or external)?

The biggest issues that customers are facing is there problems are not been solved in effective manner,
there has been delayed in their orders, errors in customer service, there complaints are not been heard
and solved professionally. Due to this ABC profits are been reduced.
o What improvements do you aim to achieve? (Example: reduce turnover, improve morale;
increase competitiveness, lower cost of servicing; improve market position, improve use
of workspace etc...)
The main objective for ABC is to improve use of workplace so that business operations can run in smooth
way. This can be done by hiring more employees so the work load is reduced. Also, ABC wants to
improve its morale so that it will help them to provide efficiency in their operations. Moreover, by
improving morale ABC market position can be improved. More customers can be attracted and profits
can be generated.
3.2 Measure
The process map developed is as follows :-
Order receiving – In this order is received by ABC from its customers.
Order processing- In this order is processed that means details of order such as customer name,
address, date, time of delivery is processed.
Order checking – In this order is checked with items that are available in the stock.
Credit check – It is checked whether order is on credit or cash basis. If credit then entire details are
checked.
Final delivery – After credit check order is cleared to be delivered to customer

Note: if you develop the process in a separate file, attach it with your submission with the tile:
BSBMGT516_T1_Current Process_Your Name
Undertake a failure review by identifying things that are going wrong with the current process
By reviewing the current process it was identified that time between order processing and checking
is very long. Due to this there has is delay in dispatching of order and delivering it. Moreover, it is
impacting on later stage of receiving payment for orders from customers.
Develop a measurement plan. What data needs to be collected? What will your team do with that
data?
In order to improve current process measurement plan is required. In this the data collected will be the order of customer's
and stock. With this it will be easy to identify whether stock is available or not. This will reduce the processing time. With that
data stock can be checked. This will help in delivering order quickly.
3.3 Analyse
The non values step in current process consists of :-
order checking
o Undertake a root cause analysis. Thinking about the issues that the company is experiencing,
list and analyse the causes of the problems. Apply appropriate analysis techniques.
ABC is facing the issue in order checking. In this a lot of time is wasted as records of stock is not
maintained by them. Due to this they have to check entire stock manually.
The second issue is manually checking is taking 1-2 days. This is the main issue that is resulting in delay
of delivery.
The third is there are no proper maintenance of systems in ABC. So sometimes order tracking and
payment receiving consumes more time.
3.4 Improve
Address the following with enough details to demonstrate you can intervene on the key issues
identified in your analysis. ALL points must be addressed:
o Suggest solutions for each issue and identify which ones are more effective and
why. Include the expected outcomes for each solution you have identified.
Use the table below to record your answer (add additional rows if necessary)

o Re-design the process map to reflect improvements that you recommend in the current
process.
Note: if you develop the process in a separate file, attach it with your submission with the
tile: BSBMGT516_T1_Revised Process_Your Name
3.5 Control
For making continuous improvement it is necessary that to monitor process so that changes can be
made accordingly. For this there are several methods that can be used. These depend on type of
improvement. With this it will be easy to maintain efficiency of systems. It is as follows :-
Issue Solution Expected Outcome
Order checking It must begin with receiving order
from customer.
This will reduce time
between order receiving
and processing.
Stock checking Keeping records of stock by
implementing a system. Also, doing
data entry of each item.
It will help in delivering
goods quickly.
Maintenance of system Updating them regularly It will help in smooth
running of operations

Kaizen – this process can be used by ABC company that will help in make in improving the
process map. In this they can bring effectiveness in overall process of receiving and delivering of
orders. this process can be implemented that will help in making improvements continuously.
Total quality management- this is another process that can be followed. In this the performance of
process can be measured and improvements can be done. It will help in identifying weak areas and
improving it. Also, with this it will be easy to analyse the overall change in process.
SECTION 2 – F ACILITAT E CONTINUOUS IM PROVEM ENT
This section is about:
o Leading the continuous improvement process
o Support the organization in the continuous improvement effort
o Monitor and adjust strategies for continuous improvements
o Manage opportunities for continuous improvements
Address the tasks that follow referring to your CI project and the DMAIC plan for CI that you have
developed in section 1.
Some help text is provided to give you clear guidelines for the completion of this assessment. Delete the
help text when submitting.
T ASK 1- LE AD CONTINUOUS IM PROVEM ENT SYSTEM S AND PROCESSES
1. Leadership
Vision for the CI project: Main Vision of continuous improvement is to deliver quality services to
customers on required time.

As per the scenario, ABC sells packaging items and shopping bags to shops. With the growth
and increase in demand , the company was unable to deliver quality services to customers as it was
giving prior to them. Due to this reason complaints of customers are increasing day by day . In order to
resolve these issues ABC has decided to implement a continuous improvement project in order to make
improvement in its services (Dale and Plunkett, 2017). After that, management will identify all the issues
and try to overcome them with proper strategies to reduce all the customer complaints.
Key goals of CI project are as follows:
 To minimise the time of delivering order to customer from starting process till end.
 To focus on quality practices in their business operation which will reduce customer complaints.
To improve work relationship and clear communication between department and improve
morale
2. Team engagement
Strategies which can be adopted for ensuring that team member take participate in decision making
process. It is essential to make sure that their vision is provided as a clear direction in front of
employees. The team member should be respected and recognise for their best performance and
efforts. For example, if team accomplish the provided target then they can be contributing to the
higher value to the organisational growth.
Assume responsibility: In the firm team member can be provided responsibility in order to handle
new employees. It is will help in gaining information related to the skills of team member and directing
the new ones to help others.
Show initiative: Team member opinion and ideas should be respected so that they can highly
involve in decision making process. The team member can be provided information related to the
efficient and inefficient employees based on their performance changes can be made in an effective
manner
3. Stakeholders
Stakeholder Role Responsibility Interest and authority
in the CI project
Workers To work hard in order
to make products
To make sure that
quality product is
delivered to the
There interest is to
deliver quality product

customers
Government to monitor the
operations of company
to ensure that rules and
regulations are followed
Their interest is to
monitor change
Employers To improve quality of
product
Continuous
improvement process is
carried out
systematically
There interest is in
satisfying customers
needs.
Customers to provide feedback to
company
to ensure product fulfil
their needs
Their interest is to
identify change
Shareholders their role is to
implement change
to ensure that change
in implemented is
proper way
They have the authority
to develop policies
suppliers Their role is to provide
proper quality of raw
material they are responsible for
implementing change
their interest is
providing raw materials
in right time and
quantity
4. Communication
Communication strategy
Media of communication Content Frequency
Organising meetings In this changes that are needed and areas
where it will be implemented will be
discussed. Also, strategies can be
developed in this
In every month
E mails In this information related to how changes
should be monitored and roles assigned to
employees will be given
In every week
Taking feedback With this what processes are improved and
goals are developed is communicated.
Every month
Conferencing The stakeholder can be informed about
resources that are required in making
improvements.
Once in 2 week.
5. Communication sample
Sample of communication
To

Subject
For continuous improvement ABC company has taken many steps which will help in carrying in
delivering quality products and services to customers. Proper procedure will be followed in order to
deliver products on time to customers.

Thank you
6. Sustainability requirements
The main aim of making continuous improvements in ABC company is to ensure that the delivery
time is reduced so that customers can be retained. Moreover, it will also help in reducing cost of
ABC. In order to implement CI process several sustainability requirement are considered. ABC
will ensure that CI is used to provide better services to customers in less time. Besides this, to
gain their satisfaction so that customer base is maintained.
By measuring the performance with set goals it will be ensured that sustainability requirements
are met or not. Moreover, evaluation will be done.
7. Mentoring and coaching
Performance coaching- in this ABC manager can provide a overview of CI process to employees so
that they can identify how performance of process will be enhanced. This will encourage them to
implement in better way. It is a completely performance based coaching in which manager can
measure it as well.
Skills coaching – this coaching is based on skills and abilities of employees. In this manager can
ensure that as per the skills and abilities of employees there is requirement of CI process. They can
assign roles to them on basis of their skills. With this it will be easy to implement CI process. Also, it
will support them to help each other so that goals can be achieved.
8. Mentoring and coaching process sample
Skill mentioning- this process will be implemented by manager of ABC company. In this first areas can be
identified in which improvements are required and roles is assigned to them. Apart from this, a team is
created in different functions.
9. Knowledge management strategy
it is a strategy in which ABC can develop a method through which communication will be
managed and exchanged with stakeholders. In this network can be used as process through
which CI process is maintained. It will help ABC in giving insight on what network should be
practiced so that communication can be shared and exchanged with stakeholder, in this each
activities will contain a network so that information flow is in effective way. This will make it easy

in creating an overall and proper network so that CI can be implemented in proper way.
Moreover, by this it will enable in analyzing needs of business activities and then improving
them.
10. CI Register
Develop a continuous improvement register template for your CI project. Include the register
below or attach in separate file with your submission.
Note: if you develop the process in a separate file, attach it with your submission with the tile:
BSBMGT516_T1_CI Register template_Your Name
Improvement goal Baseline
performance
6 months 18 months Metric
Reducing order
checking time
Taking a lot
of time to
process
orders
Reduction in order
checking time
It will be done with
integration of
order processing
Audit score
Maintaining stock Stock is
maintained
manually
Entries of stock
will be done
Automated system
will be
implemented
Audit score.
T ASK 2- M ONITOR AN D ADJUST PERFORM ANCE STR AT EGI ES
1. Monitoring
Four strategies that can be used for monitoring operational progress
Engaging employees: it is the best way through which monitoring can be done, in this
employees can be engaged in decision making process. They can also share their views
and opinions regarding what changes are required.
Setting benchmarks – in this goals or benchmarks can be set and measured in
specific time period. It will help in monitoring process till next stage.
 Ongoing monitoring plan- in this a plan can be developed and implemented. By this it will be easy to
monitor the progress.
 Operational process improvements- it is way of making frequent changes in process so that
progress can be monitored.
The further areas of improvement in ABC is that they can set standards so that it is easy to measure
progress.
2. Communication

In this the strategies will be communicated to stakeholder by organizing meeting or through e
mails. For stakeholder it will be done via meeting and for employees e mails will be sent. For
this a proper procedure will be followed. Stakeholder will be communicated by phone call
about meeting. The organizational procedure will be taken into consideration where top
management will be responsible for this. In this protocol will be followed while communicating
strategies to them.
T ASK 3- M AN AGE OPPORTUNITIES FOR FURTHER IM PROVEM ENTS
1. Communication
Communication is a critical deliverable of any continuous improvement project and should be an
important part of any project plan. The successful facilitation of a continuous improvement initiative
requires credible communication systems throughout the organisation.
Communication systems should not be limited to internal use – they must extend to suppliers and
customers. For example, if a team was about to check every order before it is shipped, team
members should notify all supervisors and operators in advance and tell them exactly why, how and
when order will be delivered. So if any error or mistake is made prior in that order then that supervisor
or operator will stop the delivery and try to convince the customer regarding the mistake and rectify it
as soon as possible.
Similarly, a team studying how employees in an office use their time must be able to allay any
concerns that their goal is not to identify lazy people. Effective communication is cited as a critical
success factor by organisations involved in continuous improvement.
Effective communication has a two-way flow – it involves sending appropriately crafted and timed
messages to the right audience through the right media, and receiving (and acting on) feedback from
the audience.
Communicating continuous improvement requires you to identify what to communicate, how to
communicate , when to communicate and the tools and techniques for communication.
Organizing meetings- it is the best way through which outcomes can be informed. In this all
employees are called to attend a meeting and results are disclosed.
Taking feedback- it is a process through which feedback of employees is taken and they are informed
about outcomes of CI. This can be done by managers of ABC company every week.
Monitoring- in this managers of ABC company can monitor the performance of employees for
particular time period. After that they can inform about outcomes of CI process.
Through observation- in this manager can observe the employees that are engaged in CI process.
They can give suggestions on real time basis.

2. Communication process sample
Organising meetings- in this manager of ABC company can decide a date and time when meeting has
to conducted. Then information must be sent to employees regarding this meeting. Also, what changes
has occurred and how it has helped company should be informed to them. It will help in giving an
insight on how efficiency has increased in business
3. Team
performance process
Process 1
Aligning individual employee's day-to-day actions with strategic business objectives
 Providing visibility and clarifying accountability related to performance expectations
 Documenting individual performance to support compensation and career planning decisions
 Establishing focus for skill development and learning activity choices
 Creating documentation for legal purposes, to support decisions and reduce disputes
Process 2
 Delivering regular relevant job feedback
 Setting and communicating clear performance expectations
 Linking performance to compensation clearly
 Identifying organizational career paths for employees
 Evaluating performance and delivering incentives in a fair and consistent manner
 Providing appropriate learning and development opportunities
 Recognizing and rewarding top performers
4. Team performance template
Activities KPI Actual Variance
Measuring goal with set
standards
Utilization of resources 69.3% 28.7%
Measuring goal with set
standards
Time management 75.8% 21.5%

To monitor improvement, it is necessary to track the number of complaints that occur annually. However,
simply monitoring the increases and decreases in the number of yearly complaints tells little about
whether specific initiatives undertaken by supervisors or the top management.
Because the goal is to reduce the number of complaints, it is critical to assess specific initiatives
aimed at eliminating major mistakes. To determine which initiatives are most effective, and therefore

worthy of replication, it is necessary to isolate a specific initiative to observe its effect on outcomes.
For example, higher authority announcements encouraging double check up while shipping the
product. At the end of this period, outcomes monitoring determines whether the complaints are less
or not. Performance improvement is the process of developing and testing the effectiveness of
specific initiatives (e.g., promoting two times check-up) that are designed to achieve the desired
outcomes (e.g., lowering the number of complaints).
5. Further improvements
The area that need improvements in ABC company is communication process. This is restricting
them to work in effective way. There is no proper system or structure of communication. Due to
this employees ad managers are not able to communicate properly.
Another area in which improvement is required is stock checking. In this employees are not able
to keep data of stock properly. They have to sort it, calculate, etc. and then enter it. This process
is wasting their time.
The main reason behind performance management processes are working properly which is
making the strong link between strategic business objectives and day to day functions. Effective
goal setting combined with a method to check the performance, progress or any obstacles which
contributes to success and the bottom line results. Opportunity provided by regular tracking
progress against performance goals and objectives to recognize and reward employees for
performance and exceptional effort, contributing to job satisfaction and productivity. Employees
want to feel proud and successful, to perform well at their job and they wants to make a valuable
contribution. In order to ensure this happens, all the employees need clear understanding of their
individual goals and how they fit into the big organisation. New technology based solutions
offered can give the visible goals to whole organisation which offer deep reporting options which
can go paper free by 90%. Clear visibility, regular individual analysis, and company wide
appraisals helps to identify the competencies and the gaps. With this information companies can
identify training and development plans

Unit Code BSBMGT516
Unit Name Facilitate Continuous
Improvement
Assessment Code T2 Due Date See Training Schedule
Student Name Panagiotis Christofi Student ID LON00004TD
Declaration of authenticity
I, the above named student, confirm that by submitting, or causing the attached project (and any
additional attachment associated with it) to be submitted, to Lonsdale Institute Pty Ltd, I have not
plagiarised any other person’s work in this project and except where appropriately acknowledged, this
project is my own work, has been expressed in my own words, and has not previously been submitted for
assessment.
I do understand and accept the consequences of academic misconduct according to Lonsdale’s Policies
and Procedures.

This assessment is a questionnaire (with a mix of objective and subjective questions).
Research the topics and terms mentioned in the questions below and answer all questions in your own
words.
QUESTIONN AIRE
1. Outline how organisational systems and procedures can support effective
continuous improvement. (Min. 150 words)
Organisational system and procedure can help in supporting effective continuous improvement.
In the organisation entire process should be carried out in such a manner that all follow its strictly.
Continuous improvement is an important part of strategic management system with the aim of
making sure that customer services can be improved. As per the organisational structure
employees should be permitted to directly communicate with management so that their problems
and issues can be solved on time. Further, proper mentoring and coaching should be provided to
employees so that they can learn about systematic process related to the organisational process.
At the time within the firm when continuous improvement opportunity is identified then it is
essential to follow process. Providing feedback which can be verbal or written and recommend to
senior management for making improvement. In order to support the improvement system at the
workplace, employee’s can be engaged in decision making process where they can provide new
innovative ideas related to the continuous improvement.
2. Discuss how continuous improvement systems and processes relate to other business
systems and requirements. (Discuss knowledge management, quality, performance
management, sustainability and any other business systems and requirements that you
can think of in that context) (Min. 150 words)
Continuous improvement system can be related to the other business system and requirements. Through
the help of continuous improvement system firm can gather information related to the area in which
improvement is required. Along with this, there are various strategies which can be adopted as because
they are proven to be effective that are as follows:
 Plan do check act: It is a four-step quality model which emphasise on continuous improvement
through following the four steps that are plan, do, check and act.
 Lean: Lean basically focus on preserving quality with less risk. One of the main benefit of lean is
that it includes a boost in employee’s morale and overall improved customer satisfaction.
 Total quality management: It is known as type of continuous improvement strategy which is
started out in the manufacturing sector. It helps in making improvement in the products so that all
the products can be delivered to customers on time.

3. Reflect on a past work experience and describe an instance where
continuous improvement was applied. (Min 100)
Past work experience related to the continuous improvement. While working in the firm I analysed
that products which are delivered to customers are damaged due to which sales of product were
getting affected. At this stage, in order to make improvement firstly I gathered information related to
the process due to which product is getting affected. I collected feedback from employees and
analyse the area at which improvement is required . Apart from this, all the information which is
gathered is presented in front of different stakeholders. It helps in making effective decision related to
the improvement in the product.