BSBMGT516 Facilitate Continuous Improvement

This document is about the BSBMGT516 Facilitate Continuous Improvement assignment. It includes sections on continuous improvement intervention, leading continuous improvement systems and processes, and monitoring and adjusting performance strategies.

BSBMGT516 Facilitate Continuous Improvement
TABLE OF CONTENTS
ASSESSMENT TASK...................................................................................................................................................................... 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...............................................................................7
TASK 3- MANAGE OPPORTUNITIES FOR FURTHER IMPROVEMENTS.....................................................................7
ASSESSMENT TASK
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 INTERVENTION
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?
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BSBMGT516 Facilitate Continuous Improvement
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.
o What 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
Develop a process map to describe the current process chosen for analysis. You should apply
appropriate flow charting techniques.
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
Tracking of order- The order is been tracked to ensure whether it is been delivered on time or not.
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
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BSBMGT516 Facilitate Continuous Improvement
The current process developed lacks certain thing. It is analysed that the order to customers is
received in proper time but it takes a lot of time for delivery. This is because of steps such as order
processing, checking order, etc.
Develop a measurement plan. What data needs to be collected? What will your team do with that
data?
For measuring performance standards will be set. It will help in evaluating how much thee is
reduction in customer problem and how smooth business operations are running.
3.3 Analyse
The non values step in current process consists of :-
order processing and 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.
The problems faced by ABC needs to be solved. The major cause of problem is employee are not
provided training. Also, there is no proper communication structure of procedure that is developed or
followed within ABC.
These problems are analysed by using time limited analyses. It was observed that employee were taking
a lot of time to communicate with each other.
3.4 Improve
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. It is as follows :-
Kaizen – this process can be implemented that will help in making improvements continuously. In this a cycle is followed
that contains four elements that are plan, execute, review and identify. With this it will be easy to make changes in process
while executing it.
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 – FACILITATE CONTINUOUS IMPROVEMENT
This section is about:
o Leading the continuous improvement process
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Issue Solution Expected Outcome
Training Providing effective training to
employees
It will help in implementing
change easily
Developing communication
structure
This can be by developing a
systematic procedure by which
employee can communicate.
It will make overall process
of cycle time easy and fast.

BSBMGT516 Facilitate Continuous Improvement
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.
TASK 1- LEAD CONTINUOUS IMPROVEMENT SYSTEMS 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
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3. Stakeholders
4. Stakeholders 6
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 customers
There interest is to
deliver quality product
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
5. Communication
Communication strategy
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.
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BSBMGT516 Facilitate Continuous Improvement
6. 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
7. Sustainability requirements
In the production department, the manager of the ABC company can focus applying sustainability practices for
furniture and acquiring raw material. Therefore, it will assist in reducing the cost, loyalty and developing good
image in the market. Along with this, people will prefer to purchase from particular company which help in
gaining competitive advantages from the others. Sustainability practices ensure that company care about
society, environment etc. This uniqueness help in differentiating ABC company from other firms (Senge, 2014)
and making its good mark in the market as there is no business on the dead planet so sustainability is the
major path. In change and management process company need to focus making sure that all the process
carried out should not impact the environment but it should take care about the margins or we can say that it
should not burn the fingers in there business.
8. Mentoring and coaching
Mentoring and coaching process to make sure that individuals and teams are able to
implement and support the firm continuous process. Mentoring relates primarily to the
identification and nurturing of potential for the whole person. It can be long term
relationship, where the goals may change but they are always set by learner. The
learner owns both the goals and the following process. Feedback comes from within
mentee- the mentor helps them to develop insight and understanding through
intrinsic observation, that is becoming more aware of their experiences.
Firm can take feedback or follow up from its employees which will help in providing
information related to the continuous improvements and they can take some measures and
try to execute them properly. Further, any 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.
9. Mentoring and coaching process sample
Mentoring component Description Contact method
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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
10. 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).
11. CI Register
12. Improvement
goal
Baseline
performance
6 months 18 months Metric
TASK 2- MONITOR AND ADJUST PERFORMANCE STRATEGIES
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.
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.
Government Collecting data and information
Analysing information
Implementing new protocols
Taking employee feedback
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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. 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.
TASK 3- MANAGE OPPORTUNITIES FOR FURTHER IMPROVEMENTS
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.
2. Communication process sample
Effective communication has a two way flow
Two-way communication occurs when the receiver sends response or feedback to sender’s message. In two-
way communication process, the sender first transmits the message to the receiver. After receiving a message,
the receiver decodes it and then sends back his or her reaction to the sender.
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In two-way communication, information flows in two-ways: information form sender to
receiver and response from receiver to sender. So it is regarded as the complete
communication process.
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
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
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BSBMGT516 Facilitate Continuous Improvement
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 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
PROJECTS FOR ASSESSMENT T1
PROJECT 1
Scenario- ABC Shop Supplies Pty Ltd
ABC Shop Supplies Pty Ltd (ABC) is a company that sells packaging items and shopping bags
(customised and not customised) to shops.
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BSBMGT516 Facilitate Continuous Improvement
ABC was established 15 years ago, with a vision to be leader in supplying retailers with the best
packaging products and in providing exceptional customer service.
Unfortunately, as the company grew and demand increased there have been an increasing number of
complaints from customer: there are delays in the acceptance of the orders; there are errors in the orders
customers receive; when they complain, their complaint is not addressed timely and professionally.
The board feels the pressure but they cannot commit more financial resources to employ new staff.
ABC requires the development and implementation of a continuous improvement (CI) project for
improvement.
The issues are:
- The Head Office where the customer service department and the account department work is in
Melbourne CBD. The warehouse is in Geelong.
- The warehouse employees three staff. Mark has been with ABC since the beginning and he
resists any type of change. Lukas and George were employed two months ago, and they still
have difficulties in finding items in the warehouse. Mark has very little patience with the two new
employees so he insists in checking every order before it is shipped. Yet mistakes are made due
to errors in labelling and organizing items in the warehouse.
- Mark is the one in charge of customer complaints and he is the one who deals directly with Head
Office.
Errors in the warehouse when picking items for shipping are estimated at 45% of the total orders.
- Customers place their orders with the Customer Service Officer, Samantha, (CSO) at Head
Office. As part of the process, the CSO must complete a credit check by calling the account
department.
- The account department is very busy due to the increased workload and they tend not to answer
all calls, which means that the credit checks, either when the order is submitted via the ABC
website or via phone, takes long time and the order cannot be confirmed with the customer in a
timely manner.
- Once the credit check is completed and the order approved, the CSO sends the order to the
warehouse where an order slip is printed for the warehouse staff to collect the items and prepare
the shipment of the order to customers.
- The account department where the account manager, Mary, and her assistant work, is feeling
under pressure and they are late providing account reports to the board.
- The CSO is quite frustrated as she deals with the customer complaints first hand before she
passes the complaints to Mark to rectify the order, organize the pick-up of the wrong items from
customers and send the correct order to customers.
ABC has identified the following goals to be achieved:
 To reduce the cycle time of process from order to delivery to customer by 50%
 To introduce quality practices into the process to reduce customer complaints to zero by eliminating
incidents of customer receiving the wrong items
 To introduce a culture of continuous improvement
 To improve work relationships and cohesiveness among departments and improve morale
You are required to develop and implement a CI project to achieve the goals identified by ABC.
PROJECT 2
Choose an organisation that you are familiar with.
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Identify a business problem that the organisation needs to solve to improve productivity, enhance quality
management or increase competitiveness for example.
Develop and implement a CI project to assist with the resolution of the business problem and include a
plan to create a culture of continuous improvement in the organisation or department you are working
with.
Research the topics and terms mentioned in the questions below and answer all questions in your own
words.
QUESTIONNAIRE
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BSBMGT516 Facilitate Continuous Improvement
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 (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 (Dale and Plunkett, 2017). 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.
4.
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