BSBMGT516 Facilitate Continuous Improvement

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?
TA102 FO Assessment Task

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
TA102 FO Assessment Task

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
TA102 FO Assessment Task
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
TA102 FO Assessment Task