Task Assignments - Questions Related to Quality Management

Running Head: TASK ASSIGNMENTS 1
Task Assignments
Author’s Name
Institutional Affiliation
Date

TASK ASSIGNMENTS 2
Task Assignments
Task 1: Written Questions
Question 1: Identify and discuss in detail five quality management and continuous improvement
theories
Deming’s theory- this is a theory of TQM that uses the Shewart Cycle for continuous
improvement. It uses the Plan-Do-Check-Act approach (Goddard, 2016).
EFQM framework- is a model that focuses on four key areas that include: focus on
customers, focus on results, constancy of purpose, visionary and consistent leadership as well
as processes and facts forming the management focus.
Corby’s theory- the theory was developed by Philip Corby who ran a robust TQM movement
centered on quality. According to the theory to achieve improved or desired results, the
management must totally committed to their duties, supervision must be superior and
employees should also be urged to fix defects.
Joseph Juran’s theory- the theory was named after Joseph Juran who came up with quality
trilogy which involves quality control, quality improvement and quality planning.
Ishikawa’s theory- The theory was developed by Dr. Kaoru Ishikawa argues that TQM
should be improved from human perspective. The theory recommends cause and effect
diagram, stratification, pareto analysis, process control charts, and cover sheets for
continuous improvement.

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Question 2: What does Kotter’s 8-Step change model tell us about transformational change for
businesses?
The 8-step model informs us that change needs thorough preparation. For change to be
implemented, it is important that people dedicate adequate time to it. Change requires that one
does thorough preparation if their intention is to achieve success. Also, the model informs us that
the means defines the end. That is to imply that the actions one takes would determine the kind
of results to achieve. Thus, if thorough preparation is done and every important issue are
considered, then it would possible to achieve desired results.
Question 3: What is the diffusion of innovation theory and why might a manager implementing
an innovation be particularly interested in this theory?
The diffusion of innovation theory is centered on how an idea or product spreads within
an organization or society. According to the theory, any product or idea that is developed usually
spreads or diffuses to the people who in most cases attach value to it. Once a product is created,
it has to reach people and that happens through diffusion. For instance, previously people did not
have Smartphones, but later they penetrated the market. As a result, so many people own them
today. For managers implementing innovation they are interested in this theory because it
teaches them on how to understand society and their adoption of innovation or technology.
Question 4: What is the purpose of the ISO 9000 Standards for Quality Management and what
standards are included?
Majorly, the purpose of ISO 9000 Standards is to increase customer satisfaction.
Customers are key stakeholders that institutions have to continuously improve their services to

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attract and retain them. In addition, the purpose for these standards is to improve business
efficiency. These standards are critical at promoting business efficiency and organizations utilize
them to be competitive. Besides, the standards included are customer focus, leadership,
engagement of people, process approach, relationship management, evidence-based
management, and improvement.
Question 5: What is cost-benefit analysis and what is it best used for? In your response outline
how you complete a cost-benefit analysis.
The cost-benefit analysis refers is a systematic approach that measures weaknesses and
strengths of choices applied to determine options that can offer the best approach to gain benefits
while keeping savings. It is best used for decision criteria for projects. It is used for evaluation
for decisions. Complete cost-benefit analysis begins with brainstorming costs and benefits,
assigning monetary value to costs, attaching monetary value to benefits, comparing costs and
benefits and identifies flaws of cost and benefits.
Question 6: Discuss the concept of a learning organisation in one
Learning organization is a new concept in the corporate world, where companies
facilitate learning of their employees or members continuously in order to transform themselves
(Pedler, & Burgoyne, 2017). Companies are constantly seeking to expand, develop new
knowledge and grow; all these aspirations or goals can be achieved by improving members.
Employees are key stakeholders, and continuously seek new knowledge that can help them
transform companies. Further, a learning organization is great at transferring, acquiring, and
creating knowledge. It is also skilled at modifying its behavior so that they reflect new insights
and knowledge.

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Question 7: Why is the concept of shared vision an essential component of a learning
organisation?
In a learning organization, the concept of shared vision allows members to have a
common goal or denominator. Members who share a vision feel that they have a sole
responsibility of working industriously to transform an organization (Mehta, 2019). Also, to
achieve certain goals, members of an organization would develop strategies that would propel
them forward. Thus, the concept of shared vision is one essential component of a LO because it
allows members of an organization to develop a common stand or vision that allows them to
propel a company forward or to its objectives. In addition, shared vision facilitates learning in a
LO.
Question 8: Discuss the concept of team learning in relation to a learning organisation
Team learning fosters collaborative efforts necessary in a learning organization. In a
learning organization people are supposed to learn or share ideas together. Therefore, team
learning is required to consolidate efforts of all individuals objectively to foster learning.
Question 9: Identify and outline three different sustainability practices that are now common in
Australian workplaces.
In Australian workplaces include water management, space management and responsible
energy consumption. Australia is carbon-intensive economy that requires organizations to
implement sustainability practices that to protect the environment. Organizations are supposed to
run sustainably for them to realize their goals and potential. That is why organizations are slowly
implementing critical aspects of Paris Agreement in order to achieve sustainability.

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Question 10: Provide a definition of risk as identified in the Australia/New Zealand Standard for
Risk management
Risk management is the architecture that is principles, process and framework used to
manage risks effectively (Joint Australian New Zealand International Standard, 2004). In
essence, risk management allows organizations to minimize losses and reduce uncertainty in its
operations. Similarly, managing a risk refers to applying architecture with a view to manage
risks.
Question 11: Discuss the concept of risk management. Outline the factors that make a risk
management system successful and the factors that may inhibit effective risk management.
The concept of risk management is critical in the running of affairs of organizations. For
organizations to achieve their goals or objectives, they have to manage risks. The risks as
uncertainties can strike an organization at any time and therefore risk management is used to
minimize any unforeseen perils that maybe lurking around the organization’s operations
(Hillson, & Murray-Webster, 2017). Besides, risk management is guided by principles and
guidelines. That is to insinuate that for risks to be effectively managed, then necessarily
guidelines or principles ought to be observed strictly. More importantly, when organizations
observe risk management they gain a high possibility of achieving their objectives, minimize
losses, better controls, improve governance, bolster financial reporting, achieve efficiency and
effectiveness, among others. Nevertheless, factors that make risk management system effective
include good governance, effective planning, good leadership, and commitment. On the other
hand, factors such as inadequate planning, poor governance, poor resource allocation, weak
controls, and low stakeholder trust and confidence.

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Question 12: In your own words, describe the seven steps in the risk management process as
outlined in AS/NZS ISO 31000:2009
The seven steps in risk management process include:
Establishing context – This involves planning, mapping out of the scope of project,
defining identity and making clear stakeholders’ objectives.
Identification- in this stage, possible risks are identified. Identifying risks requires
understanding of the organization, market and other critical areas that affect operations of a
business. Making a mistake in this stage makes it difficult for an organization to minimize risks
such as losses (Hillson, & Murray-Webster, 2017). That is to mean that risk identification should
be thorough and systematic.
Assessment- This is where the severity or possibility of risk occurring is assessed. Also,
the consequences of every risk is measured or assessed in this stage.
Potential risk treatments – This stage includes risk transfer, risk retention, risk control
and risk avoidance.
Plan creation- In this stage, the focus should be creating a plan that can be used to address
every risk. Essentially, the stage requires developing a risk management plan with schedule on
how to manage every risk within pre-determined timelines.
Implementation-it involves following all methods previously created to mitigate risks.
Review and evaluation of the plan- this is the final stage where the effectiveness of the
plan created to manage risks is reviewed and evaluated.

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TASK 2
Abstract
This is a report compiled during a deliberation and discussion by the management team of
Woodhouse Recruitment Company with aim of reflecting back on how the company had
performed the previous years. The team was comprised of the top management, a senior
consultant of the company and directors of the company. During the discussion, many issues
came up and among them include: service standards of the company, performance indicators of
the company, social media, staff professional development, sustainability, stationery, recruitment
database used by the company, performance statistics and filling time of the company (Rice,
2016). During deliberations, the functioning, working and operation of the above issues were
adequately dissected with different people who looked at them from different perspectives.
Appropriate changes were to be enacted for the better performance of the company and some
areas were seen as points of improvement and development by the company. All this was done
with an aim of posting better performance compared to the current performance by the company.
Several recommendations have also been made for the company so that some of the corrective
measures can be taken to streamline issues in the company and all shall be well.
Introduction
Woodhouse recruitment is a recruitment agency which was established in 2010 by Simon and
Petra James and is based in Central Melbourne and provides recruitment services including but

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not limited to sourcing, screening and selection of candidates who meet the requirements of their
clients.
During one of the meetings for the management team a discussion on the need to
implement systems and processes amid their search for continuous improvement and innovation
of the company. This was seen as essential so that the company could be able to remain
outstanding among its competitors especially at the time when there are very many recruiting
agencies which are arising.
Body/Findings
Among those who took part in the discussion include the company’s directors, the
administration manager, the accountant and a senior recruitment consultant. During the
discussion, several findings came out. After deliberations by the management team, several
findings came out and they include the following:
Service standards
It was noted that the company’s website is clear on the standards of services offered such
that that there is a service promise which clearly identifies the services offered by the company.
Service delivery remains consistent and reliable, good customer relationships are anchored on
being open and honesty and the organization is highly compliant as it ensures that all ethical and
legal requirements have been meet appropriately. Even though this was the case, there was no

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clear definition of service standards and metrics to measure performance or even the
performance indicators.
Performance indicators
The company is yet to enact performance indicators to measure standards of services
touching on issues lie how fast candidates are recruited to fill the vacancies and how many of the
candidates successfully go through the trial period.
Social media
The company is not using social media in its endeavors but this was seen as an area of
development. The company largely depends on the database it is having for its activities (Postil,
2012)
. Staff professional development
It was noted that the consultants are hired after their training but there were no measures
in place to allow the consultants keep their skills up to data for the sake of their professional
development. The system was also missing performance appraisal parameters (Rice, 2016).
Sustainability
It came out that the company had not sustainability plans but it was moving to a green office
which would ensure that it remains friendly to the environment and reduce the operation costs of
the company.
Stationery

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The stationery used by the company is of high quality and is non-recycled and bleached
paper which comes in wrapped in a non-biodegradable packing sourced from overseas. It was
noted that the cost of the stationery was astronomical hence there was need to reduce the costs of
buying stationery by going for Australian products.
Recruitment database
The recruitment database which the company uses was purchased off the shelf and keeps
on crushing every now and then due to the large amounts of data it is handling or contains. At the
same time it has not been possible for the company to customize the fields so that they can
include the data they need. This database does not also provide accurate reports. Directors did
not agree with the observation and maintained that they will not spend money on a new system.
Performance statistics
The company had the following performance statistics: the annual sales revenue for the
financial years 2014-2015 was $ 1, 350,000 which was an increase of 10% from the previous
year. The company set a target for the next year to be an increase of 12%. Profits had increased
by 9% in the previous year and the target was an increase of 10%. Placements were to be at 16%
in IT, 18% in accounting, 20% in sales and marketing and the remaining part on administration
and office support. 60% of the total revenues was from repeat clients and the company aims at
getting 70% in the next financial year. The fill rate was 40%, fill rate is the percentage of
successful job placements out of the total job orders the company had gotten.
Average filling time

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The average time to fill contracts for 2014 were as follows: temporary contracts took
eight days, contract work took 20 days, permanent search took 23 days and executive search
lasted for 33 days. The company is using financial indicators which include operating profit and
sales revenue as performance indicators. The company has also been keen in tracking of the fill
rate and is looking forward to this to the average industry rate which stands at 47% over the next
year. This will be done because even though the company seems to be doing well but its fill rate
is below average compared to the rate by the entire industry.
Recommendations
The management team came up with the following recommendations so that the performance
of the company could be boasted:
1. The company should enact clear definition for service standard and metrics to measure
performance so that the idea of service standards does not remain amorphous for better
performance of the company.
2. The company is supposed to enact performance indicators to aid in the measuring of
performance by different consultants. Performance indicators will make it possible for the
management to determine what is working and what is not working for the organization.
3. Measures should be enacted to increase the profit margin, fill rate and repeat purchases
by the already established clients. The profit margin should be increased by increasing
the total sales to the repeat customers. Social media and improved system will also make
it possible for the company to increase its profit margins.

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4. The operation of the company should be streamlined so that the company can realize an
increase in the fill rate from 41% to 47%. This will only be possible when the system is
working appropriately and provides accurate reports.
5. The company has to start using social media is its recruitment and other activities because
social media is now becoming a very powerful force affecting many people and it has
been taken up by many people across the world. When social media is added to the tools
being used by the company it will become possible for the company to increase the
candidate base for better performance of the company.
6. The company has to start using Australian stationery to cut on the costs because the
stationery brought in from overseas was very much expensive. This will enable the
company to cut on the costs thereby increasing the profit margins it records during a
given financial year.
7. The company has to enact self-sustainability plans to allow it perform and operate better
than it was doing. This comes in owing to the fact there is no established sustainability
plans and something should be done. This should come alongside the movement of the
company to a greenhouse so that all operations can be maintained at the right pace.
8. The recruitment database should be changed or upgraded to optimize its performance for
accurate results, to enable it handle the company’s workload and for better performance
for a smooth running of the organization (Evers, 2013). At the same time, before this is
done those who are using the system should prove that the system is not functioning
appropriately to clear the disagreement held by the directors over the system.
Conclusion

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In conclusion, it was noted that the company was doing well in some aspects but there
were areas which were still screaming for attention. This meant that the team would have to
make sure that some of the issues which were raised during the deliberation had been attended to
in the right manner. At the same time, the highest income was coming from repeat clients hence
need to widen this income base. The performance of the company was still low compared to the
overall performance by the industry. Various measures were to be taken to boost the
performance of the company especially during the next financial year.

TASK ASSIGNMENTS 15
Task 3
Action improvement plan for social media and performance standards
Introduction
For a company or an organization to be successful then it has to satisfy its status quo but
this has never been the case for most companies. These companies have to make sure that their
eye is focused on the next innovation and invention which would aid in the betterment of its
performance. This happens because continuous improvement is very important to a business
even if things appear to be going on well. Apart from continuous improvement of an
organization or a company, sustainability should not be forgotten (O’Reily-de Brun, 2010).
This aspect of continuous improvement is important in terms of lean and agile practices
especially when it is looked at with sustainability and competition in mind. Some of the things
that will happen when it is embraced include; reduction of wastage, improved quality of products
and services, increased efficiency in the production process, decreased cost of production,
employee satisfaction, customer satisfaction and teamwork among employees. This shows that
the advantages of continuous improvement and sustainability can be exponential and helps an
organization to remain more competitive however tough the situation might be.
Action improvement plan for the creation of active social media platforms for the company
Definition of the problem

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From the deliberations it was noted that the company was not using social media yet a
large number of candidates who could be possibly recruited were present on social media. Given
that the world is becoming a social world a company that does not operate a social medic handle
will be left behind in many aspects (Kindon, 2017). The cost-benefit analysis method that will be
used for this aspect is return on investment where the amount of money or the total value of
resources used will be measured against successful leads from social media platforms. Views
will be collected from different people on what to be posted and the person in charge of social
media will be reporting to the administration. Any risk which might arise will be handled
through the contingency plan outlined in the Gant chart below.
Gantt chart for social media
Activity Timing responsibility Resource
s
Performan
ce
indicators
Risks
involved
Contingen
cy plan
Consequenc
e on
employees
Q
1
Q
2
Q
3
Q
4
Appointment
of individuals
to be in charge
of social media
accounts from
administration
Management Employe
es’
database
- Appointm
ent of an
employee
who is not
social
Appoint
of two
people
Increased
workload
Training for Expert in Facilitati Certificati Hiring an Authentic Working

TASK ASSIGNMENTS 17
those to
manage social
media accounts
social media
and
communicati
on
on on of the
employee
unqualifie
d expert
ation of
the
qualificati
ons of the
expert
time
consumed
Creation of
social media
accounts
Appointed
employee
and expert
Compute
r, internet
Increased
followers,
comments
,
generated
leads
Creation
of
accounts
on less
popular
sites
Proper
assessmen
t of the
popularity
of the
social
media site
Increased
workload
Posting articles
on the social
media pages
Appointed
employee
Compute
r, internet
Increased
followers,
comments
,
generated
leads
Articles
might fail
to attract
expected
attention
Properly
crafting
the
articles
Increased
workload
Responding to
inquiries
through social
media
Appointed
employee
Compute
r, internet
Increased
followers,
comments
,
generated
Cyber
crimes
Adoption
of security
measures
Increased
workload

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leads
Advertising on
social media
Appointed
employee
Compute
r,
internet,
designed
adverts
Increased
followers,
comments
,
generated
leads
Cyber
crimes
Adoption
of security
measures
Increased
workload
Participating in
discussions
that relate to
the company’s
business
Appointed
employee
Compute
r, internet
Increased
followers,
comments
,
generated
leads
Cyber
bullying
Take
appropriat
e legal
action
Increased
workload
Responding to
unfavorable
media
coverage
Appointed
employee
and
management
Compute
r, internet
Increased
followers,
comments
,
generated
leads
Cyber
bullying
Take
appropriat
e legal
action
Increased
workload
Action improvement plan for performance standards
Definition of the problem

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Performance standards make it possible for an organization together with the employees
to focus on achievement of the organizational goals. When the company does not have clearly
defined performance standards then it opens a way to different ways of doing things in the same
company by different employees. This makes it very difficult for the company to have set
standards upon which it carries out its operations. At the same time, lack of appraisal schemes
makes some employees to feel demotivated when attending to some tasks. When such a thing is
embraced then most workers will be working towards achieving their set targets. Risks will be
handled through the contingency plan. Directors of the company and those who possess the
know-how of things will also be invited to contribute through the company’s suggestion box.
Management will be reporting to the directors for consultation and other vital aspects which
relates to this aspect.
Activity Timing Responsibi
lity
Resour
ces
Performa
nce
indicator
s
Risks
involv
ed
Continge
ncy plan
Conseque
nce on
employee
s
Q
1
Q
2
Q
3
Q
4
Collection of
views from
employees
Manageme
nt,
employees
Station
ery
Response
rate
Low
respo
nse
rate
Make it
compuls
ory
Wastage
of time
Deliberation
by the
Manageme Station findings Dispr
oval
Collect
relevant
Wastage

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management nt ery of the
findin
gs
informati
on
of time
Discussion
with an expert
Manageme
nt
Facilit
ation
standards Poor
propo
sals
Ho for an
experien
ced
expert
Wastage
of time
Adoption of
performance
metric
measures
Manageme
nt
Facilit
ation
standards Some
metric
might
be left
out
Involve
all
departme
nts
Wastage
of time
Adoption of
appraisal
scheme for
employees
Manageme
nt
Facilit
ation
Scheme Some
metric
might
be left
out
Involve
all
departme
nts
Wastage
of time
Set targets Manageme
nt
Station
ery
targets Inappr
opriat
e
target
s
Set
targets
dependin
g on
ability
Wastage
of time

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Notification
of the
employee of
the
performance
standards and
performance
appraisal
scheme
Manageme
nt
facilita
tion
Turn up Failur
e to
turn
up
Make it
compuls
ory
Wastage
of time
Assessment of
performance
Manageme
nt,
employees
Facilit
ation
Adheren
ce to
standards
Some
aspect
might
be
overlo
oked
Enact an
assessme
nt
procedur
e
Wastage
of time
Enation of
corrective
measures to
maintain the
standards
Manageme
nt,
employees
Facilit
ation
Change
in the
approach
to duties
Some
aspect
might
be
overlo
oked
Enact a
correctiv
e
procedur
e
Wastage
of time
Appraisal of
the qualifying
Manageme
nt,
Facilit Competit
ion
Some
aspect
Enact an
appraisal
Wastage

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employees employees ation among
employe
es
might
be
overlo
oked
procedur
e
of time
TASK 4
Analysis of the article
There are various things which should be done by a company to ensure that the
recruitment process feedback system is functional. The things which an individual should and
which were missed by Woodhouse Recruitment might have been the reasons as to why the
survey that was administered was not successful. Some of such aspects include the following:
The company did not systemize its feedback process since there was no person in charge
of this to ensure that feedback is being received from job applicants as well as hiring managers.
This will ensure that their contacts have been kept so that can receive feedback or they can
communicate with the company whenever there is need. An individual should be appointed by
Woodhouse Recruitment Company to be in charge of this system to ensure that all things are
going on in the right manner and all shall be well with the company. Such an individual should
be at the forefront in ensuring that all feedback which has been received has been acted on. This
is a very important aspect because some of the complaints which keep on coming to an

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individual just repeat themselves. When corrective measures are taken then such complains will
change into positive complement (Bessant, 2017).
Feedback was not collected from all stakeholders but rather it was just limited on the job
applicants. For a company to be able to get the right amount of information in the form of
feedback then this feedback should be collected from job applicants as well as the clients so that
the company can be able to see the process from both perspectives. If one focuses only on one
side then they will end up with a limited amount of information. When collecting feedback there
is need for an organization to make sure that equal number of questions and relevant questions
have been asked all stakeholders who matter to the company and all shall be well.
The survey content was not streamlined such that all questions were only seeking to find
out if the respondent was satisfied. There are other important aspects which were left out and that
are why the kind of information collected might not be very much helpful (Ali, 2013). The
information to be collected should also include the source of advert or how the applicant came to
learn about the existence of your company, their feeling about the interview process, reasons for
accepting or rejecting the job offered, communications during the recruitment process, and ideas
on how the process can be improved and lastly ask them to refer a friend.
Establish action alerts. Based on the feedback that was received from the survey
conducted by Woodhouse Recruitment Company, it becomes clear that the company has not set
out an action plan for the alerts. This is the main reason why a larger number of responses
provided by the respondents paint a dissatisfied client. If there could have been an action alert
then it could have been possible for the company to react and rectify areas where they messed

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up. After taking up the corrective measures then it becomes possible for the company to work on
areas that need improvements.
If all these things had been done by Woodhouse Recruitment Company then the survey
process conducted would have been more successful. When a survey is conducted and only
twelve of the one hundred survey questions given out are returned then there are very many
reasons to worry about. This is an equivalent of twelve per cent response rate which might not
paint a clear picture of what really is on the ground (Bateman, 2015).
Analysis of the findings
Overall satisfaction with Woodhouse Recruitment
totally satified somehow satisfied dissatisfied totally dissatisfied
0
10
20
30
40
50
60
70
%
From the above bar graph, it is evident that out of the total responses received more than
50% were totally satisfied with the recruitment service provided by Woodhouse. Even though

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this is the case but the validity of this conclusion is still questionable because one hundred survey
questions were given out but only twelve were returned. If a person was to include the entire
sample in calculation of this percentage it will be less than ten. Even from this data 58% were
satisfied, this is slightly above the average but 16% were somewhat dissatisfied while 8% were
totally dissatisfied.
Ease of doing business with Woodhouse Recruitment
totally satified somehow satisfied dissatisfied totally dissatisfied
0
5
10
15
20
25
30
35
40
45
When a question on the ease with which it is to do business with Woodhouse
Recruitment 42% were totally satisfied, 33% somehow satisfied, 17% dissatisfied and 8% totally
dissatisfied. The percentage of customers who feel satisfied with services provided by this
recruitment company is below average. This can probably be attributed to lack of appropriate
communication systems and therefore they end up failing to address the needs of the client. If
more than half of all customers are not fully satisfied then the company is not communicating
appropriately with the clients.

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Customers who said they would recommend Woodhouse Recruitment to others
very much most likely no definitely no
0
5
10
15
20
25
30
35
40
45
%
The number of customers who after receiving services from Woodhouse Recruitment
agreed that they would recommend others to use these services were 41% would very much
recommend other due to the level of satisfaction they attained. 33% said that they would likely
recommend others to get services from the same service provider who had served them. 16%
would not recommend these services to others most probably because they were not satisfied
with the quality of services which they received and 8% would definitely not recommend other
people to get the services from Woodhouse Recruitment Company.
A keen analysis of these results reveals that as one moves from those who are satisfied
with the services offered to ease of doing business with Woodhouse and how easy the customer
would recommend a given client to Woodhouse decreases. This means that there are everything
chances that /woodhouse would be getting referrals and therefore something has to be done. This

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stems from the fact that there are some customers who are not satisfied with the kind and nature
of services offered by the company. That is attainable if the company just works on the
satisfaction that the customers get from these services.
References
Ali, A. J., Islam, A., and Howe, L. P., (2013). A study of sustainability of continuous
improvement in manufacturing industries in Malaysia. Management of environmental
quality: An international journal.
Bateman, N., (2015).sustainability of elusive element of process improvement. International
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