Manage Innovation and Continuous Improvement

This paper discusses the review of Woodhouse Recruitment case study, areas of improvement, current supply chain and business process, and recommendations for continuous improvement and innovation.

Running head: MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT
Manage Innovation and Continuous Improvement
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1MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT
Task 2
Section 1- Review Project
Introduction
This section of the paper shall elaborate on reviewing and analysing the case study of
Woodhouse Recruitment, a recruitment agency present in central Melbourne, established in
2010. On the basis of the information provided in the case study, two areas of research will
be reviewed. These areas include service standards and sustainability. It would outline the
needs for further continuous improvement after reviewing the current business processes of
the company. A range of strategies that can be implemented for monitoring and evaluating
the current sustainability and performance of the areas of for improvement would also be
highlighted in this report. Furthermore, a well-detailed account of the present supply chain
and systems of the business that it is using for delivering its services would also be analysed
in order to find out what is working well and what needs improvement. With the same, a total
of two specialists would be identified who could help the company for identifying the
technology and electronic commerce opportunities and in the implementation of the ideas. A
list of trends and opportunities that are relevant to the Woodhouse Recruitment would also be
researched and analysed. Lastly, the business performance statistics of the company and its
industry benchmarks will be compared and speculated on the basis of why they may not have
met their targets.
Discussion
Company Background
Woodhouse Recruitment is one of the recruitment agencies based in central
Melbourne. The company was established in the year 2010 by a couple named Simon and
Petra James. At present, they are the directors of the company. Woodhouse Recruitment

2MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT
offers several types of recruitment services including screening and selection of candidates
and sourcing them for meeting the requirements of the clients. It is specialised in many areas
of recruitment for both the temporary and permanent staffs such as office and administration
support, sales and marketing, IT, accounting. It is to note that this firm was grounded along
with the joint efforts of Petra James and Simon, Woodhouse Recruitment.
Current performance and sustainability of the areas of improvement (Sustainability
and Service Standards)
It is to note that Woodhouse Recruitment has many recruitment processes in order to
ensure that many potential candidates can be placed in the growing firms worldwide. The
employees at the company include a receptionist, a total of five recruitment consultants, and
an administration manager. The company is also planning to recruit two more consultants in
the business. About thirty fixed clients of the company avail its services on the daily basis.
However, as per the information provided in the case study there were number of issues that
was identified in the current business and processes of the company during the management
meeting in terms of services standards, Key Performance Indicators, Social Media, Staff
professional development, Recruitment database, Sustainability and Stationery.
Sustainability- In terms of sustainability it is to mention that there is absence of
sustainability initiative within the company. However, it is planning of taking actions to
move towards a green office environment in order to be an environmentally conscious and
friendly business and to reduce its overall cost. It is to note that sustainability programs have
a long lasting impact on the productivity, success and profitability of the organisations.
Taking sustainability initiatives can help Woodhouse Recruitment agency with its future
sustainability.

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Service Standards- In terms of service standards, although from the company website
it is clear that Woodhouse Recruitment has several delivery service standards like service
promise, service delivery, customer relationships and compliance in place, still it is to note
that thee service standards are not defined in clear manner. This further restricts the
facilitation of the candidates to get associated with the agency. It is to note that the
organisation that has poor service standards for customers often runs the risk of losing out of
the existing competition. The impact basically take several years before it starts to manifest in
true terms and the gradual outcome of the same is often corporate extinction. Many of the
time, the firms are reluctant for investing resources that are required for making
improvements in their customer or client service standards as of the fact that the relation
between the customer satisfaction and customer loyalty could be hard to quantify and at the
same time, they often calls for services of the professionals. At Woodhouse Recruitment,
neither the service standards are defined clearly and nor there is any performance indicators
for measuring the performance either. This situation could further lead to negative brand
perception among the clients as they will feel that the company does not live up to the
expectations of its customers and clients. With poor service standards, the customers are
likely to feel undervalued and cheated. It can also lead to loss of revenue and high rates of
customer attrition.
Current Supply chain, system and business process
Before implementing innovations and continuous improvements in the Woodhouse
Recruitment agency, all the current aspects of the agency are required to be evaluated so that
the issues are identified and the areas for further improvement could easily be judged. Below
is presented the evaluation of Current Supply chain, system and business process of
Woodhouse Recruitment.

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Current business operations- Presently, the business operations of Woodhouse Recruitment
consist of selection, sourcing and screening of the candidates and having their recruitment in
appropriate companies. It is specialised in many areas of recruitment for both the temporary
and permanent staffs such as office and administration support, sales and marketing, IT,
accounting.
Supply chain- The supply chain of Woodhouse Recruitment comprise of a receptionist, a
total of five recruitment consultants, and an administration manager. The receptionist is
required to handle the calls and enquires of the companies and the candidates. The
administration manager on the other hand is responsible of managing and looking after the
entire administration and the functioning of the Woodhouse Recruitment agency.
Furthermore, the other five recruitment consultants are responsible of looking after the
process of selection, sourcing, screening of the candidates and the fixed clients of the
company. It is to note that there 30 fixed clients of the company avail its services on the daily
basis. However, although this supply chain is small, but it is effective.
Service delivery processes and systems- The service delivery of the company is based on the
different kind of candidates who appear for the placement and screening. Potential candidates
are selected through the three to four rounds of interview processes and the overall screening.
There are 30 fixed companies who are considered to be the fixed clients of the agency that
employs the chosen candidate in their companies from them.
Things that are working well in the current supply chain, system and business process
The things that are working well in the current Supply chain, system and business
process of Woodhouse Recruitment are the effectiveness of the five consultants who are
involved in the screening process of the candidates and the 30 fixed client companies who
employs the chosen candidate in their companies from them.

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Things that require improvement in the current supply chain, system and business
process
At Woodhouse Recruitment agency, there are many things that need improvement.
The very first issue with the supply chain is that it is very small. The company needs to hire
more potential and professional consultants if it seek to survive and grow and develop the
company further. With the same, the company also need to have use other strategies for
attracting the potential candidates towards the firm as well as to increase the customer base in
the market. It is to note that the customers of the company are basically the companies
present in the market who need potential staffs and employees for their business. It is
suggested that in order to enhance the business, the company needs to have some notable
online presence.
Business performance of Woodhouse Recruitment
As seen from the case study, it can be said that the business is going smooth.
However, when analysed the case Woodhouse Recruitment more closely and evaluating its
processes in proper manner, it is found that the agency needs to make improvements at
various segments if it want to grow and develop in the contemporary market. In this modern
world of increased competitiveness in the business market, companies cannot sustain with
having been absent in the digital market and if it fails to incorporate effective strategies in
place. This is why, it can be said that the business performance of Woodhouse Recruitment is
somewhat disappoint. However, it can be improved if takes some innovative measures and
strategies and ensure continuous improvements. It is to note that continuous improvement
and innovation are the two most important elements of businesses as they help in competing
with the players in the market (Antony, Setijono and Dahlgaard 2016). They help in the
identification of the issues at the primary level and at the same time, helps in resolving the

6MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT
issues in rapid manner. The pioneering innovations and strategies help the company in
achieving competitive benefits and attaining sustainability from the future perspectives. In
this way the agency can give tough competition to its competitors and rivalries in the market.
Measurement of the performance (service standards)
After analysing and evaluating the current business process and systems of
Woodhouse Recruitment, it is recommended that it should adapt an extensive needs of
developments and additional performance measurement measures in every segments of
Woodhouse like- a) planning the activities for professional development, b) providing the
training and implementing programs that could improve the professional knowledge, c)
incorporating the social media strategies for improving the candidates reach, and d)
developing some performance standards.
Measurement of the performance (sustainability)
It has been identified that the systems that Woodhouse Recruitment possess very little
sustainability from the future perspective due to the fact that the systems are effective if they
are seen from some aspects like screening, souring and from the aspect of sustainability that
the company or agency is trying for incorporating- the initiative of green environment. It is
recommended that the agency should take some measures for achieving a sustained future
and developing and growing the business further. These measures could include- a)
increasing the use of digital media and making online presence, b) changing the process of
working by means of using more technical features, c) recruiting the consultants who possess
professional and higher knowledge along with some effective skills of communication, d)
implementing the programs for the professional development of the candidates and
consultants.
Specialists who could help the agency

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There are several specialist or say, agencies who could help the firm in identifying the
technology and electronic commerce opportunities and for implementing the above
mentioned ideas for ensuring better business management and process. They agencies are
likely to initialise the pioneering innovation in the process of developing their agencies of
recruitment and they include:
a) SEEK, Australia- It is one of the most favoured and number one marketplace of
employment. Here candidates can find many jobs as per their need and also many
career related information. They have increased and improved product line like
providing training and education and at the same time, they offer job in many areas
like government jobs, defence jobs and accounting jobs etc., nearly in every sectors.
SEEK also make use of Facebook as their social media strategy for facilitating the
potential candidates and attract them towards the agency.
b) Job Search- It is regarded as all on one job search site. It also make use of Facebook,
Twitter and Instagram as the social media platform and strategy for seeking more
number of potential candidates present in the market for the growing companies.
By means of approaching SEEK and Job Search agencies, Woodhouse Recruitment can
have continuous improvement in place. These two agencies are regarded to be the top
recruitment agencies and the most favoured ones by the Australian youths and candidates
seeking jobs. They could help the company in providing it many benefits if it have an alliance
with them. The contact information of these agencies are provided below:
a) SEEK, Australia
Customer Service- 1300-658-700
Sales- 13-64-34
b) Job Search

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Customer Service- [phone]
Trends and opportunities relevant to Woodhouse Recruitment
Many trends and opportunities are present for Woodhouse Recruitment that could be
facilitated for effective working of the agency. One of the significant opportunities to
mention in this context is that of the fact that Woodhouse Recruitment make use of many
social media strategies in order to approach the potential candidates in the market. With the
same, the present institutes and universities in the nearby locations could be a good source of
potential candidates for the agency. In order to attract them, the agency could contact the
students of these universities and institutions directly who seek for job and placements and
then can also conduct online interview for them in order to select the best suitable candidates
for available positions. It would be a great opportunity for the company to make the best
candidate placed at best places with best possible salary structures. In modern days, near
about every youths make use of smartphones and when they reach to university level,
majority of them have installed job portals and applications, where they get to know about the
vacancies and various job postings as per their field of interest and the ones matching their
educational backgrounds (Montag et al. 2015). Hence, Woodhouse Recruitment could also
opt for creating its own mobile applications where it would present the available vacant
positions and display the recruitment opportunities to the job seeking candidates.
Overall Recommendations
Hence, from the above analysis certain gaps are identified in the business process of
Woodhouse Recruitment. In order to fill those gaps, below are mentioned some
recommendations that the company could implement for ensuring continuous improvement
and innovation within the Woodhouse Recruitment:

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a) Making use of Social media platform for finding and approaching potential job
seekers and candidates. These platform can be Facebook or Instagram.
b) The company should improve and increase its online presence by means of blogs,
websites and the online contents.
c) The company needs to hire more potential and professional consultants.
Conclusion
Hence, from the analysis above, it is clear that the business of Woodhouse
Recruitment is going smooth presently. However, when analysed more closely, it has been
found that the agency needs to make certain improvements at its various segments, especially
in terms of sustainability and service standards if it want to grow and develop in the
contemporary market. With the same, it also need to use other strategies for attracting
potential candidates towards the firm and increasing customer base and for enhancing the
business, the company needs to have some notable online presence.
Section 2- Action Plan
S. No. Title of the
Phase
Schedule
(In terms
of days)
Resources
Required
Process of
Communication
Key
Performance
Indicators
(KPI)
1. Writing blogs
for the agency
3 Microsoft
Word,
PowerPoint
and internet
access
Hiring content
writers and the
flow of
communication
will be amongst
them
Increased
publicity
Upsurge in the
number of
potential
candidates
2. Creating
company
website
4 Internet
access,
Microsoft
Word
Approaching to
web designers
Increased
publicity
3. Opening
accounts for
using the social
media platforms
and getting
associated
10 Internet
access,
social media
executive
Among the team
members and
social media
executive
Communication
among PR
Increased
publicity
Upsurge in the
number of
potential
candidates

10MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT
(Facebook and
Instagram)
(Public
Relations) team
4. Searching for
potential
candidates
online
15 Internet
access,
social media
executive
HR team of the
company
Increased
publicity
Upsurge in the
number of
potential
candidates
5. Searching for
potential
candidates
offline
15 Access of
contact
details of
the students
in the
nearby
universities
and
institutions
HR team of the
company
Increased
publicity
Upsurge in the
number of
potential
candidates
6. Conducting
Online
Interviews
7 Selection of
the
candidates
on the basis
of verbal
contact
HR team of the
company
NA
7. Implementing
program for
change
management
3 NA HR team of the
company and the
staffs
Good
understanding
of the staffs
8. Appointing
trainer for
Professional
development
plan (PDP)
2 Professional
trainer,
Salary for
trainer,
HR Directors of
the company
Improved
knowledge
9. Initiating
training and
programs
6 A room for
conducting
training,
tools and
techniques
of
presentation
HR team of the
company and the
staffs
Improved
knowledge
and personal
development
10. Evaluating the
social media
results
6 Internet
access,
Microsoft
Office and
evaluation
of the tools
HR team of the
company, the
staffs and
technical team
and directors
Letting the
candidates
know about
the agency
11. Evaluating
implementation
of PDP results
10 Internet
access,
Microsoft
Office and
evaluation
HR team of the
company, staffs
and directors
Gaining
professional
consultants

11MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT
of the tools
Risk Assessment
There can be many types of risks that are associated with the initiatives of
implementing social media strategy, increasing the online presence of the agency in the
market through their personal website, blogs and online contents and getting involved in
activities for professional development for the existing consultants. These risks might include
that there can be emergence of discrimination based on the selection using social media
platforms and social websites of the candidates. This is because actual briefing is difficult to
attain by these online profiles and there are many fake profiles available online and they does
have reliability. With the same, the other risk associated is that there is no surety that the
people will actually read the blogs and will visit the websites. Also, in terms of professional
development plan, the existing professionals might think that they are not suitable for the
company as they are less professional and might leave the agency.
Management of Risk
For managing these risks, the agency could make use of change management
program. With the help of this, the consultants could have a link with the changes and also,
there needs to be another strategies as well that will help the company in supporting these
initiatives such as proper conduction of interviews and screening processes of the candidates
after sourcing them from the websites and social media sites.
Cost-benefit Analysis
a) Social media strategy- Social media strategies have comparatively less cost and
expenditure linked in the comparison with the development programs that are initiated
within the Woodhouse Recruitment.

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b) Professional Development plan- There are many costs like training cost, trainer cost
and mentor cost that are associated with the professional development plan. All these
initiatives have many benefits like increase in the number of association with the
candidates with the company.
Impact of the change and the consequences for staff
It can be said that these initiatives will have positive impact on the overall business and
its profitability. They will bring positive consequences for the staffs of the Woodhouse
Recruitment as well. They will help in increasing the organisational and personal efficiency
of the consultants. With the same, in this way, they also will help increasing the employee
engagement within the firm.

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References:
Antony, J., Setijono, D. and Dahlgaard, J.J., 2016. Lean Six Sigma and innovation–an
exploratory study among UK organisations. Total Quality Management & Business
Excellence, 27(1-2), pp.124-140.
Montag, C., Błaszkiewicz, K., Sariyska, R., Lachmann, B., Andone, I., Trendafilov, B.,
Eibes, M. and Markowetz, A., 2015. Smartphone usage in the 21st century: who is active on
WhatsApp?. BMC research notes, 8(1), p.331.