Continuous Improvement Plan for ABC Contact Centre Services Pty Limited

Table of Contents
I. Purpose of the Report.................................................................................................3
Purpose of the Report
II. Business Review........................................................................................................3
Scope
Strategic and operational goals
Monitoring and Evaluation practices
Supply Chain
Operations
PESTLE - Overview
SWOT Analysis
Variances
III. Recommendations......................................................................................................5
Technology
Opportunities for improvement

Purpose of the Report
Purpose of the Report
Business organisations in order to sustain in the market adopt continuous improvement strategies. The
concept of continuous improvement has gained great importance in the business operations of business
companies to maintain their respective market positions. The purpose of the report is to explore the
continuous improvement strategies of business organisations. The business organisation taken into
consideration for the study is ABC Contact Centre Services Pty Limited which provided contact services to
small and medium sized enterprises in Australia.
Business Review
Scope
The scope of evaluation process in to evaluate the current operations of ABC to point out an area which can
be improved. The analysis of the case study shows that the company needs to improve its technological
structure to be able to be capable of handling more numbers of calls.
Strategic and operational goals
The current strategic and operational goals of ABC is to offer improved contact management solutions to
companies at affordable rates. The company aimed to ensure achievement of higher levels of customer

satisfaction by providing services which would surpass client expectations. The company aims to gain market
leadership in contact services providing industry.
Monitoring and Evaluation practices
ABC has a very strong quality monitoring and evaluation practices. The departmental
heads were responsible for conducting quality audit and present the same before the
management. The management of the company monitored every customer feedback and
took steps on the same.
Supply Chain
The supply chain of ABC expands both upstream and downstream. Upstream the supply chain consisted of
firms which provide the company with the hardware and software required to install the contact set ups. The
downstream supply chain of the company consisted of its business partners which enabled it to provide
services to the medium and small scale firms.