BSBMGT608 Manage Innovation and Continuous Improvement: A Comprehensive Guide

This comprehensive guide explores the key concepts and theories related to managing innovation and continuous improvement within organizations. It delves into quality management frameworks, change management models, and sustainability practices, providing practical insights for effective implementation. The guide also examines the importance of risk management and outlines the steps involved in the process. Through real-world examples and case studies, it equips learners with the knowledge and skills to drive innovation and enhance organizational performance.

BSBMGT608 manage innovation and continuous improvement
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Table of Contents
Task 1.................................................................................................................................................... 4
1. Identify and discuss in detail five quality management and continuous improvement theories......4
2. What does Kotter's 8-Step change model tell us about transformational change for businesses?
Discuss your answer in a paragraph.................................................................................................. 6
3. What is the diffusion of innovation theory and why might a manager implementing an innovation
be particularly interested in this theory?............................................................................................ 8
4. What is the purpose of the ISO 9000 Standards for Quality Management and what standards are
included?........................................................................................................................................... 9
5. What is cost-benefit analysis and what is it best used for? In your response outline how you
complete a cost-benefit analysis...................................................................................................... 10
6. Discuss the concept of a learning organization in one paragraph................................................11
7. Why is the concept of shared vision an essential component of a learning organization?...........12
8. Discuss the concept of team learning in relation to a learning organization.................................13
9. Identify and outline three different sustainability practices that are now common in Australian
workplaces....................................................................................................................................... 14
10. Provide a definition of risk as identified in the Australia/New Zealand Standard for Risk
Management (AS/NZS ISO 31000:2009).........................................................................................15
11. Discuss the concept of risk management. Outline the factors that make a risk management
system successful and the factors that may inhibit effective risk management...............................16
12. In your own words, describe the seven steps in the risk management process as outlined in
AS/NZS ISO 31000:2009................................................................................................................. 17
Task 2.................................................................................................................................................. 18
Part A – Prepare report.................................................................................................................... 18
Areas for improvement.................................................................................................................... 18
Range of strategies to monitor and evaluate the current performance and sustainability................18
Current supply chain and the (operational, product or service) systems the business is using to
deliver their service.......................................................................................................................... 18
Evaluate the effectiveness of each tool/technique...........................................................................19
Identify at least two specialists that could help Woodhouse Recruitment........................................19
Conduct research and analyze trends and opportunities relevant to Woodhouse Recruitment.......19
Compare Woodhouse Recruitment's business performance statistics to industry benchmarks and
speculate......................................................................................................................................... 21
Examples of other innovative business ideas that Woodhouse Recruitment could adapt and
implement........................................................................................................................................ 21
Part B – Attend a meeting................................................................................................................ 22
Key findings..................................................................................................................................... 22
Demonstrate your interpersonal skills, as well as your ability to build trust and confidence and
encourage creativity......................................................................................................................... 22
At the end of the meeting, you will need to take on board feedback provided and agree with the
management team........................................................................................................................... 22
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Task 3.................................................................................................................................................. 23
Develop action plans for implementing the continuous improvement and innovation initiatives
agreed to in Assessment Task 2...................................................................................................... 23
Task 4.................................................................................................................................................. 26
1. Read the article below and develop an analysis based on your review of this article as to why the
survey sent out by Woodhouse Recruitment might not have been effective....................................26
2. Discuss the successors from this type of continuous improvement initiative. What could
Woodhouse Recruitment take from this experience into future efforts to improve performance?....27
3. Review and analyze the results of the 12 surveys received, outlining the results of the customer
survey, as well as potential reasons for the low return....................................................................28
4. Make recommendations for future customer surveys, including the frequency............................37
References.......................................................................................................................................... 38
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Task 1
1. Identify and discuss in detail five quality management and continuous
improvement theories.
Total quality management is the viewpoint used by the organization with its essential values
positioned on the continuous quality improvement of the services and products along with
the process excellence for meeting the customer expectation.
The continuous development is a program used by the organization for motivating and
enables people to share their knowledge and skills within the team.
The five quality management are as follows:
Total quality management- It is the excellencedevelopmentpractices which are client and
facility oriented. The total quality management mainly mentions the customary of client-
basedperforms which mean to recover the excellence and endorse the
proceduredevelopment of the organization.
Deming’s theory- The Deming’s theory is also anexcellenceorganization which breaks upon
fourteen opinions of the management recognized. The Deming’s system of
thoughtfulinformation mainly consists of system indebtedness, differenceinformation,
information theory and mind knowledge.
Crosby’s theory- Crosby’s theory is based on four givens of quality organizationwhich
explains that prevention is the finest way to safeguardexcellence, null defects are the
presentationnormal for excellence, superiority can be calculated with the value of non-
conventionality and quality is defined as per the adherence to requirements.
Joseph Juran's Theory- This theory is consists of excellencedevelopment,
improvement,and quality. The quality of product and service is totally based on these three
aspects described above.
The EFQM Framework- This quality management framework is based on five enablers and
four results which are required by an organization for attaining its stated goals and objective
effectively and efficiently (brighthubpm.com, 2018).
The continuous improvement theories are discussed below:
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Kaizen theory-The continuous theory or the Kaizen theory is long-term approach to work in
a systematic way for achieving small, incremental changes within the organizational changes
for improving the quality and efficiency of the product.
Six Sigma- Six Sigma is the data-driven approach and also the continuous improvement
methodology for eliminating the issues or defects in the product or services (American
Society for Quality, 2018).
Lean theory-The Lean manufacturing theory is a practice which respects the use of capitals
for the formation of worth for the end client.
HoshinKanri approach- This is a strategic planning method which ensures each and every
employee to work for achieving the stated goals and objective of the organization.
Gemba walk technique- This technique involves the manager or another expert of the
organization for observing and identifying the opportunities for improvement.
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2. What does Kotter's 8-Step change model tell us about transformational
change for businesses? Discuss your answer in a paragraph.
(Source: Webster and Webster, 2018)
The Kotters 8-step change model which helps in making transformational change within
theorganization. The first step is related to the creation of urgency in which the management
is required to identify potential threats and also to develop scenarios for knowing that what
could occur in the future. The changes can also examine which could be exploited. Honest
discussion can also be done among employees for collecting and dynamic and convincing
ideas for the development and growth of the organization. The second step is related with
the formation of the powerful partnership.It is important to convince people of making
changes within the organization. This often takes sturdymanagement and
observableprovision from key personsin the firm. For the formation of an effective team, it is
necessary to identify true leaders of the organization who can be able to use their skills for
the growth and development of the organization. They can also check the weak areas of
different department and levels of the organization. In the third step, the new vision will be
created for some change within the organization. A clear vision will assist in helping every
employeeby providing directives for making more sense of ideas. For this, it is important to
control the morals that are dominant to the modification an also to progress a small summary
which storesthe imagination for the future of organization. The vision will be communicated
in fourth step for determining the success in an active way (Hornstein, 2015). The
organization needs to talk often about the changes in the vision and also address people’s
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concerns and anxieties so that they will get motivated. The new vision will be used to all
features of the process i.e. from training to the performance appraisals. In the fifth step, the
obstacles will be removed by identifying or hiring leaders who will deliver the change within
the business environment. The organizational structure, job performance, description,and
compensation system also needs to check that whether it is on vision line or not. The short-
term wins will be created in the sixth step by analyzing the potential advantage and
disadvantage of the targets. After that, the organization will build new policies and ideas as
per the changes. The Kaizen continuous improvement model needs to check for the further
development. After doing all the steps, the changes in corporate culture will be stick for
determining the outcome of the applied changes within the organization (Hornstein, 2015).
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3. What is the diffusion of innovation theory and why might a manager
implementing an innovation be particularly interested in this theory?
Diffusion of innovation is the theory which pursues to clarify why, how and to what degree
the new thoughts and knowledge will be a range within the organization. It can be seen that
many of the organizationalmanagers use this theory of innovation while developing new
product and services. This theory assists in providing a scenario about new technological
and other advancements which can be circulated in the cultures and societies from the
introduction to wider-adoption (Zhang, et. al. 2015). It also providesan idea for product gain
which will be helpful for the growth and development of the organization.
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4. What is the purpose of the ISO 9000 Standards for Quality Management and
what standards are included?
ISO 9000 is basically a customary of international standards on quality management for the
growth of the organization and also documenting the quality system elements for maintaining
the quality system. The main purpose of ISO 9000 is to increase the productivity and
reducing the additional cost of the production management. The ISO 9000 family contains
the following standards:
ISO 9000:2015 (Requirements)-This standard stipulates the requirement for
excellentorganization system when the administrationrequirementsto validate its ability to
reliably for providing creation as per the demand and desire of customers.
ISO 9000:2015 (Fundamental)-This standard simply describes that the organization is
seeking confidence in the supply chain for meeting the product and service requirements.
ISO 9004:2009- This international standard delivers a broaderemphasis on the
qualityorganization than the ISO 9001. It also discourses the wants and demand of each and
every party related to the organization.
ISO 19011:2011-This standard provides guidance related to the auditing management
system to the organization (Hoyle, 2017).
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5. What is cost-benefit analysis and what is it best used for? In your response
outline how you complete a cost-benefit analysis.
Cost-benefit analysis is the process of calculatingprices and welfares of the program, the
decisionin order to use a single scale of comparison for unbiased evaluation. It is a
methodicaltactic used to estimate the asset and weakness of replacements and also to
control the choices which will deliverthe finest outcome for the development of the
organization (Boardman, et. al. 2017). For completing the cost-benefit analysis, following
steps will be used:
 Determine cost
 Calculate benefits
 Compare alternatives
 Action plan and report
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6. Discuss the concept of a learning organization in one paragraph.
The learning organization enables the learning of the organizational members for the
continuous transformation. In the current era, it is important that the organization needs to
change the organization into a dynamic and effective plan for optimizing the talent of people
with the organizational business goals (Baldwin, 2016). The learning organization helps in
encouraging people for exchanging information and making people adaptable to new idea
and changes. Before introducing the learning organization, it is important to get aware of the
business structure and employees.
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7. Why is the concept of shared vision an essential component of a learning
organization?
The communal vision is important for the building a successful learning organization. The
shared vision helps in providing energy and focus to the employees so that they can be able
to use their skills for the growth and development of the organization (Study.com, 2018). All
these factors empower the organization to learn and transform itself as required to
accomplish the shared vision of the business environment.
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8. Discuss the concept of team learning in relation to a learning organization.
Team learning is the collaborative effort for attaining a common goal within the group. The
main purpose of this concept is to achieve the organizational objective through discussion
and practice within the group (Kong and Ko, 2017). It mainly focuses on providing a solution
to business problems by developing an approach to questioning.
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9. Identify and outline three different sustainability practices that are now
common in Australian workplaces.
The three different sustainability practices which are common in Australian workplaces are
as follows:
Environmental- The Australian workplaces are focusing on reducing their packaging and
manufacturing waste, carbon footprints and water usage and others which can be
responsible for affecting the environmental aspects.
Social-The Australian companies communicate with the employees and stakeholders for the
growth and development of the organization.
Economic-Many of the Australian companies are using strategies to fit under the economic
pillar which consists of proper governance and risk management (Kurucz, et. al. 2017).
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10. Provide a definition of risk as identified in the Australia/New Zealand
Standard for Risk Management (AS/NZS ISO 31000:2009).
AS/NZS ISO 31000:2009 substituted the preceding Australian and New Zealand risk
management standard. AS/NZS ISO 31000:2009 helps in providing fund associateactivities
with the guidelines and principles which is to be measured while emerginghazard
management activities (Olechowski, et. al. 2016).
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11. Discuss the concept of risk management. Outline the factors that make a
risk management system successful and the factors that may inhibit effective
risk management.
Risk management is the practice used within the organization for identifying the potential
risks in advance and also analyzing them for taking precautionary steps for reducing risks
and breaches. The barriers of effective risk management system are as follows:
 Inadequate communication
 Inadequate training session
 Lack of management system
Factors that make a risk management system successful are listed below:
 Commitment and support from top management
 Information technology
 Culture (McNeil, et. al. 2015).
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12. In your own words, describe the seven steps in the risk management
process as outlined in AS/NZS ISO 31000:2009.
The seven steps in the risk management process as outlined in AS/NZS ISO 31000:2009
are listed below:
 Avoiding risk by not using the activity having issues
 Taking a riskof pursuing the opportunity
 Removal of risk source
 Changes in likelihood
 Changing the consequences
 Sharing of risk with different parties
 Recollecting the risk
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Task 2
Part A – Prepare report
Areas for improvement
The green office environment is the sustainable program which will be implemented within
the organization. Another topic for this section is providing training to the employees in order
to enhance productivity.
Range of strategies to monitor and evaluate the current performance and
sustainability
The ranges of strategies which can use for monitoring the implementation process of
Woodhouse recruitment are as follows:
 Selection of appropriate monitoring tools
 Identify the area which is to be monitored
 Define what triggers an event when measuring the monitoring process
 Determine action which is to be taken for the success of the organization.
The sustainability of the organization is that they have not any formal sustainability activities
in place and is conscious of moving towards the green office environment for being
environmentally friendly and to reduce additional cost. The current performance of the
organization is that it increases in profit for this financial year as compared to the previous
one.
Current supply chain and the (operational, product or service) systems the
business is using to deliver their service
 16% of placements are in the IT area, 18% in accounting, 20% in sales and marketing and
the remainder in administration and office support.
 60% of revenue is from repeat client business, the target was 70%
 Fill rate is 40%
 Average time to fill contracts for 2014 were as follows:
– Temporary contracts were 8 days
– Contract work is 20 days
– Permanent search 23 days
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– Executive search 33 days
The operational department of Woodhouse recruitment is not working properly due to lack of
employees. For this, the management of Woodhouse needs to hire new and skilled employees
who can be able to use their knowledge for the development of the firm.
Evaluate the effectiveness of each tool/technique
The improved performance can be measured by organizing discussion or session with the
employees so that the organization will be able to get ideas regarding their learning. Key
performance indicator (KPI) can be used for measuring how well the company and
employees are performing in relation to the achieving the organizational goals.
Identify at least two specialists that could help Woodhouse Recruitment
The two electronic commerce sites used by the organization for implementing ideas are the
article of Achim Berg (https://www.mckinsey.com/industries/retail/our-insights/getting-the-
most-out-of-your-sustainability-program) and for a trainingsession, the organization can use
this link https://www.eventbrite.com/blog/9-ideas-to-spice-up-your-workshop-or-training-and-
engage-your-audience-ds00/.
The services offered by these two articles is the idea related to the sustainability program
and training ideas for the employees.
Conduct research and analyze trends and opportunities relevant to
Woodhouse Recruitment
The external sources used in the research are customers, stakeholders whose ideas will be
collected by the organization for analyzing the trends and opportunities effectively.
Question1: Do you think that organization is using effective sustainability program?
 Yes
 No
Yes 10
No 5
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67%
33%
Response
Yes No
Question 2: Do you think that training session will assist in the development of
organization?
 Yes
 No
Yes 12
No 3
80%
20%
Response
Yes No
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Compare Woodhouse Recruitment's business performance statistics to
industry benchmarks and speculate
As per the Australian industry benchmarking, the small businesses need to produce turnover
ranges up to $15 million. The Woodhouse recruitment’s business performance statistics is
that the production target of the organization is 70% and only 60% of the products are
importedwithin the market. This is the only reason that the organization is not meeting their
target effectively.
Examples of other innovative business ideas that Woodhouse Recruitment
could adapt and implement
The three other innovative business ideas that Woodhouse recruitment could adapt and
implement are as follows:
Selfie drones- It can be seen that the mobile phone market is growing rapidly with the
advancement of its camera. The implementation of selfie drone can provide up to $127
billion to the organization.
Smartwatch- Organization can also start the production of the smartwatch in which the
pulse rate, heartbeat will be stored in the device (Scarborough, 2016). The sudden changes
in the human body will not notify the doctors and the person itself.
Wireless earphones- The adaption of wireless earphone will assist in the growth and
development of the organization. This is due to the advancement in the technology as Wi-Fi
and others.
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Part B – Attend a meeting
Key findings
The key findings of the report are that the organization needs to look over the sustainability
program by considering the economic, environmental and social factors. It can be seen that
the organization is not providing effective production due to lack of training session. The
ideas for the continuous improvement and innovation in the business is that the hiring of
training experts and also organizing market analyzing for collecting market and customer’s
needs.
Demonstrate your interpersonal skills, as well as your ability to build trust and
confidence and encourage creativity
The interpersonal skills which help in building trust and confidence and encourage creativity
in the management team relationship management. I am able to make an effective
relationship with the employees and dignity to some extent. This helps in generating mutual
trust within the team.
At the end of the meeting, you will need to take on board feedback provided
and agree with the management team
After the meeting, the members are approved with the sustainability program and training
session for the employees. The management team is agree with the concept because it will
assist in making innovative services and continuous improvement in the organization.
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Task 3
Develop action plans for implementing the continuous improvement and
innovation initiatives agreed to in Assessment Task 2.
Continuous improvement and innovation initiatives
Rating
from self-
assessme
nt and/or
date
identified
Issue and
improvement
action required
Responsib
le person
to action
Require
d by
date
Outco
me and
date
closed
Review
date
Not met
1 July
2018
Respondents are
invited toan
annualorganizatio
nal strategic
planning
John T 30 June
2018
Plannin
g will be
done for
a
strategi
c
plannin
g
session
in
October
2015
1
Novembe
r 2018
Met
1 July
2018
Online feedback
will be taken from
the respondents
regarding the
topic
Maggie F 1
Decemb
er 2018
Remain
s open
Reconsid
er priority
in
January
2019
Partially
met
1 July
2018
The information
of respondents
will be password
protected
Fred P 3 July
2018
Passwo
rd will
be
provide
d on
databas
Not
applicabl
e
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Rating
from self-
assessme
nt and/or
date
identified
Issue and
improvement
action required
Responsib
le person
to action
Require
d by
date
Outco
me and
date
closed
Review
date
e 3 July
2015.
Action Plan
Activities Starting date Ending date Duration (in days)
Identification of area
for improvement
01 June 2018 05 June 2018 5 days
Planning 06 June 2018 10 June 2018 5 days
Collection of ideas
and data
11 June 2018 16 June 2018 6 days
Implementation 17 June 2018 25 June 2018 9 days
Monitoring and
controlling
26 June 2018 30 June 2018 5 days
Gantt chart
Activities 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Identification of area
for improvement
Planning
Collection of ideas
and data
Implementation
Monitoring and
controlling
Duration(in days)
June
The risks within the process can be managed by dividing it into small chunks so that the
each and every employee will be able to handle it once. The changes will make positive
changes as the production of innovative product and services will assist in the development
and growth of the firm.
The action plan discussed in the above section helps in managing the activities for
implementing the tactics and strategies for the successful activity.
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Contingency plan
Event Event
occurrin
g
Impact
on
busines
s
Priorit
y
Solution to
deal with
the event
How Who Whe
n
Conflicts within
the
organizationprev
ent the key
staffing work
High High 1 Providing
benefit and
compensati
on
Providin
g
holiday
packag
es and
bonus
HR
manage
rs
01
July
2018
Management
damaged by
conflicts
High-
Medium
High 2 Run the
business in
a temporary
way
Training Manage
r
10
July
2018
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Task 4
1. Read the article below and develop an analysis based on your review of this
article as to why the survey sent out by Woodhouse Recruitment might not
have been effective.
The survey set out by the Woodhouse recruitment might not have been effective as this is
because the organization circulated the survey question among 100 of the respondents
without categorizing them. Due to this, the review and opinion of the respondents get
mismatched and hence the organization is not able to collect effective data. The common
mistake done by the organization is that the stakeholders are not invited by them which
affect the flow of the survey.
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2. Discuss the successors from this type of continuous improvement initiative.
What could Woodhouse Recruitment take from this experience into future
efforts to improve performance?
There are various types of continuous improvement initiative used by the organization. The
Woodhouse Recruitment can analyze the discussed methods for improving the future
performance. It is important to develop ideas so that it can also be used for the further
organization development.
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3. Review and analyze the results of the 12 surveys received, outlining the
results of the customer survey, as well as potential reasons for the low return.
Question 1: Do you think that Woodhouse Recruitment satisfies the demand of customers?
 Yes
 No
Yes 60
No 40
Yes
No
Analysis- 60 of the respondents gives their positive response to the stated question. This
is because the organization is able to fulfill the demand of customers.
Question 2: Do you think that organization is fulfilling its service standards?
 Yes
 No
Yes 40
No 60
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Yes
No
Analysis- 60 of the respondent says that the organization is not able to fulfil its
service standards. They are not delivering the product shown on their official website.
Question 3: Do you think that the stationary products used by the organization are eco-
friendly?
 Yes
 No
Yes 20
No 80
Yes
No
Analysis- 80 of the respondents says that the stationary products are not used by the
organization which affects the sustainability performance of the firm.
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Question 4: Do you think that social media strategies are adopted within the firm?
 Yes
 No
Yes 10
No 90
Yes
No
Analysis- 90 of the customers believe that the social media strategies are not used by
the organization and due to this customer from the outer nation cannot be get connected.
Question5: Do you think that organization is using effective sustainability program?
 Yes
 No
Yes 40
No 60
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Yes
No
Analysis- 60 of the customer say that the effective sustainability program is not used by
the organization as they are using plastic materials.
Question 6: Do you think that training session will assist in the development of organization?
 Yes
 No
Yes 90
No 10
Yes
No
Analysis- 90 of the respondents are agreed with the statement as the training session will
assist in increasing the skills of employees.
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Question 7: Do you think that the performance appraisal will increase the employee
retention?
 Yes
 No
Yes 80
No 20
Yes
No
Analysis- 80 of the customers realize that the performance appraisal will assist in
motivating the employees in improving their working performance.
Question 8-Do you think that recruitment database of the organization is active?
 Yes
 No
Yes 15
No 85
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Yes
No
Analysis- 85 of the customers says that the recruitment database of the organization is not
active.
Question 9- Do you think that the business performance of an organization is improving?
 Yes
 No
Yes 30
No 70
Yes
No
Analysis- The business performance of the organization is not improving because they are
not using government norms in the production.
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Question 10- Do you think that the key performance indicators are used within the firm?
 Yes
 No
Yes 10
No 90
Yes
No
Analysis-90 of the customers say that no formal performance indicators are in place for
measuring the organizational performance.
Question 11-Do you think that the service indicators are applied within the firm?
 Yes
 No
Yes 30
No 70
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Yes
No
Analysis- 70 of the customers says that service indicators are not applied by the organization
due to its cost.
Question 12-Do you think that the organization is using ethical and legal norms within the
business environment?
 Yes
 No
Yes 40
No 60
Yes
No
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Analysis- 60 of the customers says that the organization is not using effective norms for the
development of the product.
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4. Make recommendations for future customer surveys, including the
frequency.
For future customer survey, the organization can divide the respondents as per their age,
education,and culture so that the organization will be able to collect various ideas for the
development of the organization.
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 Study.com. (2018). Senge's Shared Vision: Definition & Explanation [Online]
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