Manage Innovation And Continuous Improve

Manage Innovation and continuous improvement assessment. Need not be his/her own work as you can take the resources available from the internet but proper referencing should be provided in the assessment.

Running head: MANGEMENT
MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT ASSESSMENT
Name of the Student
Name of the University
Author Note

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Activity 1
Introduction
According to the arguments of Gruman and Saks (2011), performance is the process undertaken
for accomplishing the identified and specified goals. Evaluation of the outcomes achieved helps
in assessing its effectiveness in terms of the contribution forwarded by the personnel.
Performance consists of the connotations of economic as well as behavioral, as it includes the
behavior of the employees and the managers’ evaluation for estimating the nature of the business
in the future financial years. Brumbach (1988) elaborates the concept by stating that performance
is based on the behavior of the employees towards achieving the results. The statements are also
directed towards the fact that behaviors are the outcomes of the behavioural intentions.
Performance exposed has heavy impact on the impact of the behavioural tendencies expressed by
the managers, which can be perceived in the forms of Being, Doing and Relating.
Discussion
Performance has a linkage with the individual potential and how best it is realized by the
individual. With regard to manage, his/her potential becomes the input to the productive process
and performance is the output. Manager’s Potential is determined when a set of tasks are
assigned to him. It is also related to performance standards set. Task-related activities refer to
manager‘s or supervisors involvement to achieve the allocated task or meet expectations in the
given task environment. Performance is what the manager’s actually achieve. Performance in a
role refers to the extent to which the managers achieve the purpose for which the role is created.
Role Output or Manager Performance is the criteria, which is used for evaluating the benefits of
the exposed performance in terms of accomplishing the identified and specified goals (Kearney

3MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT ASSESSMENT
2018). Predictions and estimations are conducted through the use of the checklists and templates
for measuring whether each of the key performance indicator is considered for conducting the
audits. In this context, goal setting theory is used for excavating the cause-effect relationship. If
the employees are well equipped with quality resources and secured workplaces, then the effect
is productive performance, enhancing the productivity. Consistent evaluation of this
enhancements results in monitoring the progress at which the identified and specified goals can
be accomplished. Transactional and participative managerial styles are crucial in this context for
increasing the employee participation. The more the employees participate, more is the
collaboration, which results in the increase of the sales revenue and profit margin (Kearney
2018)
Role Design can be related to the process of preparing the work break down structure. Briefing
sessions are conducted for clarifying the roles and responsibilities to the employees. Meetings
and conferences prove beneficial for discussing on the plans, strategies for fulfilling the
criterions of the operations. Transfer of the essential skills, knowledge and expertise is the basic
characteristic of this approach, which helps the managers in detecting the unique skills, abilities
and competencies. Managers are expected to conduct pre-planning sessions and meetings, which
needs to be disseminated to the employees. Consciousness in this approach is effective for
improvising on the stability in the relationship with the employees (Dulebohn et al. 2019).
There is a need to control and manage the supply chain management as it forms the integral part
of the supply chain management and customer satisfaction. Firstly, it helps to boost the customer
service. Customers expect the correct product assortment and quantity to be delivered. Secondly,
it helps to reduce operating costs (Dey et al. 2019). Retailers depend on supply chains to quickly
deliver expensive products to avoid holding costly inventories in stores any longer than

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necessary. For example, electronics stores require fast delivery of 60” flat-panel plasma HDTV’s
to avoid high inventory costs. Manufacturers and retailers depend on supply chain managers to
design networks that meet customer service goals at the least total cost. Thirdly, efficient supply
chains enable a firm to be more competitive in the market place (Dey et al. 2019). For example,
Dell’s revolutionary computer supply chain approach involved making each computer based on a
specific customer order, then shipping the computer directly to the customer. As a result, Dell
was able to avoid having large computer inventories sitting in warehouses and retail stores which
saved millions of dollars. Also, Dell avoided carrying computer inventories that could become
technologically obsolete as computer technology changed rapidly. Fourthly, firms value supply
chain managers because they help control and reduce supply chain costs. This can result in
dramatic increases in firm profits. For instance, U.S. consumers eat 2.7 billion packages of cereal
annually, so decreasing U.S. cereal supply chain costs just one cent per cereal box would result
in $13 million dollars saved industry-wide as 13 billion boxes of cereal flowed through the
improved supply chain over a five year period (Dey et al. 2019).
A company’s performance measurement process is vital to the decision-making process.
Deficiencies and outdated systems can only be corrected and updated if they are examined and
measured against the company’s objectives and desired standards (Kearney 2018).
Measurements then are used by a company for assessment of the processes, reduce variations
and control methods, continuously improve the systems in place and manage assessment to
ensure goals are being met with efficiency and effectiveness. Companies implementing a solid
performance measurement system should follow these principles (Kearney 2018). Firstly,
identifying the direction of the process will offer an understanding of what you are about to
measure. Select the processes that impact the business and the customers and start there.

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Secondly, Identify the important activity and measure it, thirdly, Goals and standards need to be
established to be able to compare logically what is being accomplished (Carneiro-da-Cunha et al.
2016 ). Fourthly, establish ways in which to measure performance. Fifthly, the decision makers
must be labeled and put into place. Followed by, collecting relevant information that shows a
numeric picture of the business’ process. Lastly, establishing new goals for ensuring the suture
goals of the organization.
Ahmed et al (2016) are of the opinion that to ensure the success of the organization it is very
important to map the key result areas (KRAs) of the organization. KRAs need to be drafted and
discussed with every employee. There have been cases in some organization in the past where
departmental heads have drafted KRAs on the basis of their understanding. While majority of
the employees got a 4 out of 5 rating, the organisation did not do well in terms of revenue, the
reason was that the KRAs were not defined in line with business objectives.
Businesses are getting more competitive with the changing trend that is one of the
primary reason why many contemporary organizations are placing a greater emphasis on their
performance management systems as a means of generating higher levels of job performance.
DeNisi et al. (2017) suggest that producing performance increments may be best achieved by
orienting the performance management system to promote employee engagement. Gruman and
Saks (2011) are of the opinion that a new approach to the performance management process
should include employee engagement and the key drivers of employee engagement at each stage.
There has been a recent upsurge in the e-commerce section which demands immediate attention
of most of the companies that intends to do well in the future. It means that they need to
associate with ecommerce associates to enhance their business management and performance.

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Mone and London (2018) suggest that the organisations should consider expanding their
influence online as it can help the company to grow and build revenue.
Conclusion
The conclusion that can be drawn from the above discussion is the use various techniques that
can improve the performance of the company and help it build sustainability. There are various
components of the performance management system that together helps to improve the
organisation performance.

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Activity 2
1.
Mumford, Martin and Elliott (2019) state that continuous improvement is an ongoing
effort to improve products, services, processes and policies in an incremental way. Continuous
improvement business strategy is also known as a continual or continuous improvement process.
It’s an ongoing process to improve the products, services or processes of an organization
(Morgan et al. 2017). The improvements sought can be incremental over time or achieved with a
breakthrough moment. The following report analyses the need for innovation and creativity for
continuous progress.
Creative thinking can help a business to identify and exploit new opportunities and assist
in problem solving, improving overall productivity. Everything an organisation does, ‘planning’
should be at the basis: a well-defined, thoroughly considered and reflected approach to what the
organisation wants to achieve (Fabian 2018). This is done in organisations via strategic (multi-)
annual plans, work plans on an organisation-wide, departmental, unit and even individual level.
These ‘plans’ need to be implemented, executed and permanently monitored (the ‘DO’ phase).
After implementing, a process of evaluation should take place. The achieved results need to be
measured and analysed. Implementation needs to be assessed against the initial plans and
objectives (Fabian 2018).
Hu (2017) has recognised the need to visualise a business opportunity by creatively thinking
about the market demands and analysing their competitors. This process of ideation; generating
ideas that can be used to generate, developer and evaluate ideas for new products, services or
processes. Hu (2017) notes that when individuals are included in a creative discussion it can help

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to improve the team climate of the organisation. As a manager it is very important that I can
create such environment for my subordinates so that they have the opportunity to discuss their
ideas and brainstorm (Montag-Smit et al. 2017). Therefore this are some of the notes that I will
be using in the briefing using a PowerPoint presentation to small groups within the organisation.
I will explain the employees that is method is most suitable for reaching out to the audience that
will be receptive to the pictorial representation of the topic and the PowerPoint presentation can
be sent to them for their future reference (Mumford et al. 2019). The reason behind choosing
small groups is that smaller groups increase interaction and enables a person to understand if the
issue is being understood and retained well within the employees. In a large audience the
message is often lost and not understood. Therefore, the process will be conveyed to a small
group through personal interaction and PowerPoint presentation. Some of the information that I
will be using in the briefing are as follows.
In my presentation I will ask them their preferred method of interaction and what they
understand by creativity and how they want to implement creative method within the
organisation. It is very important to get their viewpoints so that a productive discussion can take
place. Rawlinson (2017) suggest that the organisation environment should promote the creative
process. Often employees are not comfortable talking about the actual needs of the company or
problems. This stops the creative process and no real innovation can come from this. Therefore, I
will ensure that the employees are completely aware that the organisation is ready for any
criticism that might come from them will be dealt without any discrimination instead will be
appreciated (Hu 2017).
My PowerPoint presentation will discuss the advantages of creative thing through
innovation and role in the organisation. Firstly, introducing creative environment in the team

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increases cooperation between team, various sectors and divisions. The total performance of an
organisation can be enhanced through encouraging creative thinking environment within a team.
Rawlinson (2017) states that constantly building innovative method of thinking and ideation can
help with improving the revenue of the company and help with continuous improvement and
evaluation of the company. Hu (2017) further adds that increased engagement, increased
interaction helps to elevate the morale of the employees who in turn have an increased
productivity in their job performance. Furthermore, when employees are part of the change
making process and even the innovation of the company they feel more attached to the
organisation. I will make them aware that it is possible that all their ideas in brainstorming
session may not materialize to an outcome however, the failure does not mean that it will be
penalized (Mumford et al. 2019). Creative discussion is also a learning process that will help the
members of the organisation to collaborate in cross-communication and teamwork which will in
turn promote creativity and continuous improvement (Montag-Smit et al. 2017). The main idea
that I would want the employees to understand that they have the support of the organisation and
they can correspond their ideas via email and dedicate a portion of their time weekly to have a
creative discussion with their peers. Through my presentation I will be creating what if scenarios
that can help them to think outside the box and will create a creative thinking atmosphere for the
employees (Montag-Smit et al. 2017).
It is noticed that one of the most important feature of the organisation is its culture that
influenced the employees to perform and inspires them to achieve better goals. One of the best
examples of the organisational culture is that of Google (Tripathy 2018). It values the innovation
and creativity of their employees and has provisions, scope for the employees to express
themselves and also allows the creativity to show (Tripathy 2018). Ogilvy states that when

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employees are not given the liberty to express themselves they are unable to bring creative
innovation to the company (Young 2018). Study suggests that most organisation do not support
their employees to make certain choices and it affects their quality of life. Things such as, sick
leaves, compensation, rewards and appreciation is important for the growth of the employees and
the company. In the case of Google, it has been regarded as one of the most creative workplaces
that supports and promotes their employees to make conscious and rewards innovation (Young
2018).
Innovation comes with a change and change can be difficult for the management if the
management is not too flexible in their practice they are not going to make in changes. Creative
thinking should ensure that there is no penalty for not being able to ideate and the employers
should be prepared for criticism without which the company cannot hope to make any progress
(Young 2018). Often times it is noticed that organisations do not want to listen to the criticisms,
they must be apprehend it from before. In conclusion, these are some of the things that I would
like to tell my employees to make them involved in the process.
2.
Cost-benefit analysis is a methodology for weighing up a decision as objectively as
possible. It involves adding up the benefits of a project, an investment or course of action, and
then comparing these with the associated costs (Boardman et al. 2017). It is required in the
business to evaluate whether a capital investment is worth it and decide whether to hire new
employees. Cost-benefit analysis helps determine whether a project or operating change is
feasible and to develop a benchmark for comparing projects. Cost benefit analysis helps in
gaining am insight into the sources, which can be availed for making prospective investments to
attach value for the expenses made by the stakeholders and shareholders (Nas 2016).

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The main purpose of risk assessment helps employers to identify and evaluate the risks in
order to make the best informed selection of work equipment, chemical substances or
preparations used, the fitting out of the workplace, and the organization of work. Through this
process the company is able to prevent occupational hazards through informing the workers,
providing them with adequate training and providing the organization and means to implement
the necessary measures (Modarres 2016).
It is important to develop contingency planning and risk management when evaluating
the strengths and weaknesses of a proposed business strategy. Smart planning can provide the
edge to the businesses to develop market strategies, enable to seize new opportunities and ensure
its long term growth in the market (Bagnoli 2019).
Innovation and creative ideas are essential for the innovation of the company, however
one of the important for these ideas to go through a trial and error process before it is completely
implemented within the organizational policies. The process of evaluation is essential for the
development of the idea and to ensure that it can work without having to incur any breaks for
evaluation (Montag-Smit et al. 2017).
Recognizing and celebrating success is a very powerful motivator for individuals and
teams because it reinforces the meaning behind all that hard work and it shows appreciation for
the achievements. Studies shows that it boosts the self-esteem and it motivates the employees to
take the next step towards achieving the next goal (Prevo et al. 2020). Celebrating success also
enables to highlight the achievements of the company to the competitors and creates a good
image for the future investors.

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Activity 3
Introduction
Klein, Conn, and Sorra (2001) states that innovation is generally defined as a new
technology, service, or process that is aimed at improving individual and organizational
performance; thus, contemporary organizations that struggle to survive in a rapidly changing
business environment set innovation as their top priority. Contemporary organizations often
adopt innovations as their top priority to survive severe global competition and the rapidly
changing business environment. The following essay analyses the implementation of innovative
processes in an organisation (Von Lohmann 2017).
Discussion
Innovation is considered idea utilization, the innovation process consists of two distinct
stages: adoption, which refers to the organization’s decision to use an innovation, and
implementation, which refers to the employees’ consistent use of the innovation after its
adoption (Von Lohmann 2017). Although the adoption of an effective innovation one expected
to generate the desired organizational change or performance increase is essential for innovation
success, innovation success can be achieved only when the innovation is consistently used by
individuals (Haddud et al. 2016). Innovation is usually and ultimately completed by employees’
consistent use, or implementation success. However, the process of innovation and the final
implementation is a long way process and needs a strategic management process to ensure the
creative learning process has a positive outcome (Haddud et al. 2016). The process needs a time
frame within which it can be executed, a goal or identification of the workplace problem and a
constant revaluation process.

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Every organisation should have an environment that promotes creativity for their
organisation that specifically serves as a purpose for the creative thinking process. The
organisations require innovation and fresh ideas to gain perspective about their business and
helps it to be innovative and stay ahead in the business (De Menezes et al. 2017). Employees
often do not express their thoughts honestly for the fear that the top management may not be
appreciative of their comments. Thus, it is essential that there is an open environment to share
views and employees are comfortable sharing their opinions freely. This process will facilitate
the identification of the problem and help to set goals and develop contingency plan.
In relation to the workplace that I had worked they had a creative working environment.
It was a small business and they gave priority to innovative thinking and creative thinking
process. We were supposed to meet for one hour every two days that helped in forming a routine
that allowed a regular interaction among the various teams in the organisation (De Menezes et al.
2017). The first week we were to find an existing problem within the organisation that we were
asked to analyse. The brainstorming ideas helped the employees to talk about various ideas and it
allowed people to reflect on the issues and find suitable methods to combat the situation. We
were given situation and asked to form solution to the problems which I think were helpful in
developing out critical thinking skills (Harrell-Cook et al. 2017).
To reflect upon one such situation we had an issue of the shift timings that we could
never change. The inflexibility caused a lot issues among the employees of the organisation who
were not could not function well with the stress of always having to report on work within the
stipulated time. Our manager asked us to brainstorm the ideas that would enable us to form ideas
that would be helpful to come up with solutions for the problem (De Menezes et al. 2017). After
much discussion we came to the joint idea to have flexible shift timing for a two weeks. The

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manager in charge agreed with the decision and he ensured that we started the process. The goal
was to increase productivity through employee satisfaction. When the idea was being evaluated it
was observed that most employees performed better with flexible timing and were enthusiastic
about their work. Furthermore, the company also introduced contingency system to ensure higher
productivity through positive reward system. Rules such as early leave and money incentive on
arriving a month in a row improved the status of work among the employees considerably (De
Menezes et al. 2017).
There are lots of ideas that often do not actualise into real policies and sometimes they
can be very good, however, there should not be any negative feeling for it. During the
brainstorming session one of my colleague suggested that a therapist at the workplace would
help the employees to talk about their issues and resolve them (Khalili 2016). However, this idea
was not taken by the organisation as they felt that it was not an organisational benefit. Having a
therapist would be good for the employees as workplace often has very stressful situations,
conflicts that can be very harmful for the performance of the employee and the team. Addressing
workplace stress can be very beneficial in improving the organisational climate and better
consideration and awareness about mental health issues (Khalili 2016). In one such occasion
another colleague had voted for a child day care center which would help parents within the
organisation to give time to their children. However, the company rejected the idea stating they
did not have adequate space to accommodate children. It would have been a good plan for
number of reasons. One of the primary reason is that the employees would immediately feel that
the organisation cared for their families and would enable to enhance their performance. Making
a crèche area for the kids to play in and have a small daycare centre within the premises would
be good for the morale of the employees and help in building the strength of the team (Dóra et al.

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2019). Knowing their children are close and well taken care of the employees would also be
tension free and can work for the betterment of the company.
Also, since the idea is unique it would show the employees and the stakeholders a good
example for their company. It would make the members of the team feel inclusive and cared for
and could help them to retain employees in the future and thus help to cut costs on hiring and
training. Thus, the innovation can help building the strength of the team and ensure that the
business grows and there is significant growth within the organisation (Dóra et al. 2019).
Conclusion
Innovative working environment is a process that needs time, strategies, resources and
management skills that could help them stay ahead in a changing market scenario. Change
management with innovation and creative thinking is a process that needs time and constant
evaluation and monitoring. A successful idea is one which has been implemented and has shown
positive results.
Summative assessment I
Question 1.
Why is a cost-benefit analysis necessary in the context of workplace innovation?
Cost-benefit analysis (CBA) is a technique used to compare the total costs of a
programme/project with its benefits, using a common metric (most commonly monetary units).
This enables the calculation of the net cost or benefit associated with the programme (Ackers et
al. 2017). It is used at the start of a programme or project when different options or courses of
action are being appraised and compared, as an option for choosing the best approach. It can also

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be used, however, to evaluate the overall impact of a programme in quantifiable and monetised
terms.
Question 2.
There are many theories about creativity and innovation and many concepts that can apply
to using creativity and innovation in business.
There are many theories about creativity that is used in innovation of business. Integrating
creativity within industry management and education must first begin with an awareness of key
theoretical models most closely associated with the development and application of creativity in
real world situations. These theories form the intellectual foundation of creativity - the body of
knowledge that underlies instilling creative thinking and creativity application into innovation
(Reis 2020).
Question 3.
Explain organisational learning principles and the relevance of organisational learning.
Organisational learning is described the process of transferring knowledge within an
organization. This idea was developed by Chris Argyris and Donald Schon, who suggested that
learning takes place through the process of detecting and correcting errors. There four different
types of knowledge that exist and grow within an organization (Tang 2016). They are the
individual, group, organisational and inter-organizational. Organisational learning is beneficial to
organisation as it helps to increase productivity, profit, decreased employee turnover and helps to
create a constant creative mindset for the growth of the organisation. It is effective in creating
leadership style and helps to plan successively for the future development of the company (Tang
2016).

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Question 4.
Why do managers need to understand quality management and continuous improvement
theories?
Businesses use quality management systems to improve the efficiency of their processes, which
can help increase profitability. Continuous improvement (CI) is still one of the strongest ways
for companies to achieve process excellence in order to survive in competitive environments. A
continuous improvement approach requires employees to strive for zero defects and efficiency in
all processes. Continuous-improvement activities seek areas requiring improvement in a
proactive manner. In a consumerist society businesses need to provide the best quality of
services to ensure a continuous market growth (Hayes 2018). The modern consumer is aware of
the quality and are constantly evaluating the products and the quality of services with the other
companies. Hence each organisation should ensure that they minimise and track the issues or
defects relating to their products and constantly improve their services. Managers need to
provide the support and training to their employees to improve (Hayes 2018). Additionally, the
managers need to build effective teams for the development of the business and ensure
continuous steady growth. Therefore, managers need to strive and understand the importance of
quality management and continuous improvement theories to ensure that the employees are able
to produce the required quality in their respective services as the profit of the company depends
entirely on these criteria.
Question 5.

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What is risk management – as it applies to change / improvement/ innovation?
Risk Management is the process of identifying, analyzing and responding to risk factors
throughout the life of a project and in the best interests of its objectives. Risk management is
synonymous with positive risk management systems that needs continuous evaluation and
planning. Risk management is considered to be an effective process for exploring the risks,
which are an obstacle in the application of the continuous improvement strategies for embracing
innovation. Supplementary systems act as a backup for achieving effective resolutions for the
problems, which obstruct the process of outsourcing the information to the external environment.
This process includes budget, which is a proactive approach towards controlling the operations
according to the requirements (Smith et al. 2017).
Question 6.
What is a sustainable business and how do innovation and continuous improvement relate
to sustainability?
Organizations use a variety of different programs to drive this improvement. Improvement is a
major ingredient in the process of attaining sustainability. Organizations fail to realize is that
there has to be a commitment to continual improvement embedded within the fabric of how the
organization is managed. Improvement is a continuous process in very task that the employee
does every day. Continual improvement is recognized as the most effective way for
organizations to improve efficiency and improve quality. This related to the innovation and
creativity that needs to implemented on a daily basis to yield sustainable result in long term for
the organisation (Lüdeke-Freund et al. 2019).
Summative assessment 2

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Project
1.
The project is for a fictitious private organisation that is a café business named AVS cafe. One of
the major issue that this company faces is the inability to provide better quality of service and
products. Upon evaluation the main reason that has been found that it is lacking in employee
skill.
2.
The main improvement that will be effective is improving the skill of the employees through
skill management. For the sustainable development of the company, employees need to possess
required skill set to ensure the sales of the company and profitability. Development the skills of
the existing employees is essential in the long term sustainability of the employees.
3.
Risk analysis
Risk Root cause Mitigating Responsible Estimated Timeline

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Strategy Personnel Cost
Degrading
quality of
product and
service.
Lack of
employee
skill.
 Recruitment.
 Training and
development
 Policy
change.
HR.
Training
expert.
HR, business
partner and
Operational
manager.
$400
$3000
$10
2 months
3 months
1 week
Cost analysis
Cost Items Year 2020
Hardware $2000
Software $1000
Telecommunications $500
Training $3000
Operations and Contingencies $10000
Project Total Cost by Year $ 16500
PROJECT TOTAL COST $ 16500
Benefit analysis
Benefit Sources 2020

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Enhanced Revenues $20000
Decreased Employee error $45000
Decreased Overhead
Total Benefits Per Year
Confidence factor 100%
Benefits Claimed for Analysis $ 65000
Project Grand Total Benefits $ 65000
4.
• Systems- AVS café needs certain systems using of new hardware and software that will
help them to improve the quality of their services in the café.
• Product/ service outcomes- Café needs better customer service and good quality of food
and beverage. Improving employee management and skill is important to manage customer
service and the quality of service.
• Performance outcomes- Improved employee skill management and mannerism.
• Financial outcomes – Profit from providing the best conditions of service hence increased
customer base and better profits.
• Quality management- The product delivered will be better owing to the skill development
of the staffs.
• Business sustainability- continuous skill management and practice will ensure long term
development of the company. Increased skill development enhances the quality of service, and
since it is a beverage service, consistent food quality and service delivery is important for the
business sustainability.

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• Environmental/ social/ legal impact- AVS café produces a lot of leftovers in food and the
end products of certain food products. Refusing, recycling and use biodegradable products in the
café can be cost benefit and create a good brand image. Using programmes like buying a meal
ticket programmes can be effective to make a difference to the homeless or low wage workers to
get a free meal in the café. This would also be an advertisement for the café. Various legalities
like the rent policy, tax laws and insurance of the machines and hardware in the café should be
verified and maintained well.
5.
With whom would you consult with and why would you consult with these people?
I would consult with my business partner and the management team especially the HR and the
operational manger. The reason for consulting my business partner, HR and the operational is
that I need their support in making policies and implementation them. They have the
qualifications to understand the issues well. I need to consult with them to analyse the business
issues so that I can form effective management changes that can have a lasting continuous
sustainability in the business.
6.
Goal Milestone Mitigation
Strategy
Key
personnel
Expected
outcome
Timeline
To improve High quality Training and Training Enhanced 3 months

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the quality of
product and
service.
of product
and service.
skill
development
of the
employees.
personnel
HR and
Operational
Manger.
service and
product
quality.
Better skill
management.

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Reference
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Bagnoli, C., 2019. Authority as a contingency plan. Philosophical Explorations, 22(2), pp.130-
145.
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