Manage Innovation and Continuous Improvement

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.

3MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT
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.