Leadership and Management

This study material discusses the topics of leadership and management. It covers the importance of continuous improvement, effective communication, and the implementation of total quality management. The content includes a role-play scenario, follow-up communications, and a written reflection.

Running head: LEADERSHIP AND MANAGEMENT
Leadership and management
Name of student
Name of University
Author note

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Table of Contents
Assessment Task 2.....................................................................................................................3
Part A: Plan and participate in a continuous improvement session (role-play).....................3
Part B: Follow up communications........................................................................................5
Part C: Written reflection.......................................................................................................7

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Assessment Task 2
Part A: Plan and participate in a continuous improvement session (role-play)
4. a) The purpose of the session, in accordance to the goal of attaining sustainable development
were-
 To assess the feasibility of the trials related to the proposed quality systems and
processes at Wollongong
 To detect the performance issues
 To coach the team for identifying possible improvement methods for future planning
b) Participation in the interactive sessions reflected the enthusiasm of the team members. This
engagement reflected the positive emotions of cooperation from the trainers to the team
members.
c) Total quality management training was the input, which was sought for reducing the
operational cost. Balanced scorecard ratings was proposed for monitoring the performance of
each employees.
d) The session was conducted in alliance to the Work, Health and Safety legislation. Infusing
this legislative requirement in the business processes proved beneficial in terms of ensuring the
wellbeing of the team members during the sessions. Along with this, Ethical Code of Conduct
was implemented for averting the instances of discriminations.

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e) Role play
Continuous improvement consultant- A warm welcome to you sir.
Assessor- Thank you.
Continuous improve consultant- Let me brief you about today’s meeting issue.
Assessor- Yes, sure. Please go ahead
Continuous improvement consultant- Well, today, we would be discussing on the
feasibility of Total Quality Management towards attaining sustainable development.
Assessor- It is indeed a productive research parameter. Can you kindly me specific
regarding the parameter you want to map through total quality management?
Continuous improvement consultant- Sure. We are planning to incorporate total quality
management to the business processes. Within this, it would include revenue per customer
satisfaction, operational costs and delivery time of the orders.
Assessor- I got your point. Ok, now see total quality management would be a productive
tool in reducing the operational costs of the products, without compromising its quality.
Rationality in this approach would be helpful in terms of generating high revenues.
Continuous improvement consultant- Can you elucidate on this point further?
Assessor- I think that if the budgets for the quality systems and process are developed and
reviewed monthly or quarterly, it would help in detecting the need for adopting additional
financial resources.
Continuous improvement consultant- You have correctly pointed it out.
Assessor- I also feel that stable communications with the suppliers regarding the sales
volume and stock exchange would be fruitful in terms of stabilizing the delivery lead time
for the clients and the customers.
Continuous improvement consultant- I think that consideration of sales forecast through
the supply and demand curve would be helpful in terms of the detecting the revenue per

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customer interaction
Assessor- You are correct. I need to tell that proper communication tools need to be
identified for the disseminating the information to the stakeholders and shareholders.
Continuous improvement consultant- Can you please recommend me some of the
communication channels, which would be effective in this context?
Assessor- I think social media marketing and email marketing can be of great help in
communicating the proposed strategies and action plans to the stakeholders and
shareholders. Sharing the data and notice, regarding the session on the portal, through
emails and letters, would be effective in terms of evaluating the feasibility of the proposed
strategies and plans.
Part B: Follow up communications
1. Letter
To
The staffs of Australian Hardware
It is to your utmost knowledge that your team has been performing at the level best.
The product and services’ development procedures have been extremely effective and the
timelines set have been exceed as well, which has helped in developing the quality systems at
our Wollongong store much earlier than expected. The results are positive and we hope to
acquire the same amount of dedication and commitment from your side. From the previous
experiences, it is understood that communication has been lacking in certain area, which
needs to be dealt with by managing a continuous process improvement approach, focusing on
the sustainability management and delivering quality based services to ensure client

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satisfaction. I have also appointed an IT engineer to ensure that the company website is
managed properly, which all of you, need to be familiar with, to create awareness among
clients and ensure gaining feedbacks from clients based on which, quality can be improved.
Within our Wollongong store, we need to focus on improving the communication
within the workplace and at the same time, make sure to keep all of you knowledgeable of the
communication process and its outcomes to different stakeholders in business. It is also
important to make sure that the Total Quality Management or TQM approaches are
undertaken and thus it is to keep you informed that participation of every employees in
training will be needed. I expect all of your involvement in the training and development
sessions to ensure business performance improvement, which can be possible by delivering
right training and manage improvement of skills and knowledge for you. It is to inform you
that due to lack of communication in certain areas, the business performance has deteriorated,
which needs close attention and so following the organisational policies aligned with the
business goals will be important as well. Any kinds of discrimination must be presented and
all of us should work as an unit to focus on the shared vision, furthermore create a learning
organisation, where skills and knowledge would be facilitated and thereby achieve the
desired set of quality based goals and objectives with ease at the Wollongong store for
Australian Hardware.
Hope to see every one of our company to be a part of the training sessions that will
start from tomorrow.
Thanks and regards
Flowchart

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Part C: Written reflection
a. From the topic, I have understood about the planning process needed to ensure
continuous improvement at the Wollongong store of Australian Hardware. I have
understood abut the necessity of communication, which is necessary for keeping the
team members informed about the process of communication and encourage them to
take part in the training and development sessions needed to improve the follow up
communication. It is also important to arrange sales training and other development
sessions for ensuring that their skills and knowledge are improved, which are essential
components of improving the team performance. I would like to demonstrate that the
Total Quality Management or TQM involve not only improving the quality of
services, but also the business functions are processes, which could involve managing
the inventories and monitoring of sales to facilitate prevention of wastage and ensure
prevention of wastage of unsaleable stocks. I would also like to manage continuous

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monitoring with the use of in-house ERM system for managing good contact with the
suppliers.
b. The planning process implemented here has helped me to ensure that knowledge and
skills management are possible, which includes risk management action plan,
marketing strategy plan and also induction and training of staffs to make them attain
he skills and knowledge properly. This is an effective way for incorporating
improvements in the future based planning for the organisation while I also came to
know about the conducting of customers surveys where the survey questionnaires
were distributed to acquire the responses of the customers. This helped me to assess
the responses and feedbacks of the customers, which is needed to research the local
conditions, furthermore ensured delivering the services efficiently and within quick
time as well.
c. Considering the focus on communication, I feel that the communication process
management tools such as use of emails and social media platforms has helped in
enabling continuous improvement and at the same time, created a learning
organisation. The learning organisation has benefited me to acquire knowledge and
skills, which are important for the management of business functions and processes,
furthermore aim towards the achievement of shared goals and objectives with ease.
d. As the facilitator of continuous improvement, I feel like working as a team leader to
keep the employees and team members’ motivated and encouraged, furthermore
ensure appropriate panning, implementation, monitoring and undertaking actions. I
have engaged the employees together to share their views and ideas while at the same
time, monitored their performances and progress of the quality systems’ management,
which helped me to acquire knowledge about implementing quality systems and
facilitate the communication process too at the Wollongong store for Australian

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Hardware. All these knowledge and skills gained will allow me to succeed in my
personal as well as professional career with much ease and effectiveness.

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