Leadership Management: Strategies for Continuous Improvement

Running head: LEADERSHIP MANAGEMENT
LEADERSHIP MANAGEMENT
Name of the Student
Name of the University
Author Note

1LEADERSHIP MANAGEMENT
Table of Contents
Task 1 Case study................................................................................................................2
Issues faced by ‘VTI Auto Workshop and Car Care’......................................................2
Group decision model......................................................................................................2
Defect free delivery at low costs.....................................................................................3
Data documentation and presentation methods...............................................................4
SIPOC Model...................................................................................................................4
Task 1 Part A.......................................................................................................................5
Task 1 Part B.......................................................................................................................6
Identification of the organizational functional issues......................................................6
Continuous improvement techniques..............................................................................6
Continuous improvement strategies................................................................................7
Performance monitoring..................................................................................................8
References............................................................................................................................9

2LEADERSHIP MANAGEMENT
Task 1 Case study
Issues faced by ‘VTI Auto Workshop and Car Care’
The VTI Auto Workshop and Car Care has been facing a huge number of issues since the
past few months in matters that pertain to the low quality of the services that are offered to the
clients of the company. The greatest amount of the renovation that had taken place in the
company except for the installation of some LED and LCD television sets in the waiting area of
the workshop and some coffee vending machines and some computers with a connection of the
internet that might be helpful for the clients who visit the workshop with their vehicles. The VTI
Auto Workshop and Car Care had received a huge number of complaints that are majorly related
to the cleanliness and the hygiene conditions in the lounge area of the workshop. The employees
who have been working at the workshop lack a proper formal training that is related to the
service that should be extended to the clients who have been arriving at the workshop to gat their
vehicles serviced for some minor or major difficulties that they might be facing with the same.
The clients of the company also complain about the fact that the attending staff treats the
presence of the customer to be a nuisance after a certain hour of the day.
Group decision model
The groups, as suggested by the definition of the term, consist of a minimum of two or
even more members and thus might help in having access to a greater amount of the information
as compared to the individuals. The greater number of the members in the group leads to the
condition wherein the group might display greater capability of processing the information that is
presented to them. The groups demonstrate a huge number of both advantages and disadvantages
while making the decisions that are necessary for the overall growth of the company. The
management is advised to look into the matters that need to be decided upon as there might be

3LEADERSHIP MANAGEMENT
certain matters that might not need to be decide by the group as the group decision in these cases
might lead to an overkill in the matter thereby leading to the failure of the concerned business
organization. The most appropriate model that might be apt for the situation is the normative
model of decision making. This normative model of decision making was put forth by Victor
Vroom. This model of group decision making states that the concerned management might need
to focus on a number of decision-making processes based on the situation that is faced by the
organization (Kim et al. 2014).
Defect free delivery at low costs
The members of the workforce at the VTI Auto Workshop and Car Care are suggested to
look into the various matters that the clients of the organization seem to have a problem with.
These matters might include the hygiene conditions and the factors that are pertaining to the
cleanliness of the car that had been brought in for the concerned servicing. The customers had
also been complaining about the scratches, the services that are related to the dust and the dents
that are present in the concerned vehicles, the attitude of the staff who have been serving at the
workshop of the company. The customers had also been complaining about the delay that is
experienced by the clients in matters of the servicing of their cars. In order to avoid all these
problems, the company is advised to arrange for a training session that would be directed to the
concerned staff members who have been involved in the prima facie dealing with the concerned
clients of the organization (Shields et al. 2015). The staff members are advised to look into the
various issues while they have been working on the maintenance of the concerned vehicle. The
vehicles should be checked thoroughly for any missed area of maintenance before finally
handling the vehicle over to the concerned owner.