Accounting 13: Continuous Improvement Policy and Tools

This project, completed for Accounting 13, delves into continuous improvement within a business context, specifically focusing on E-Office Worx. The assignment begins with an overview of continuous improvement systems and processes, emphasizing their benefits and the use of models like Six Sigma and the Plan-Do-Check-Act (PDCA) cycle. It then outlines strategies for implementation, including accountability, employee engagement, and the use of tools such as Kanban. The project continues with the development of a continuous improvement policy, detailing its purpose, scope, principles, and implementation plan. Furthermore, it includes a customer satisfaction report analyzing customer opinions through bar charts, providing conclusions, and recommendations for improvement. The report assesses customer satisfaction levels, ease of doing business, and purchase intentions. The assignment includes the use of PDCA and Kanban tools to record work performance. The project concludes with strategies to ensure continuous improvement in sustainability and knowledge management.

Running Head: ACCOUNTING 1
Management Accounting
Name
Affiliation
Date

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Task 1
1. Continuous improvement systems and processes for a business
A continuous improvement system is a step by step process that is responsible for
improving the quality and quantity of products and services of any business. It also boosts the
performance of the business.Many companies rely oncontinuous improvement systems and
processes while running their businesses. Thismakes their output satisfactory to customers.So,
for a company to carry out a continuous assessment process, there are various benefitsgained and
some of them include;
Benefits of implementing a continuous improvement process
Continuous improvement process acts as a market place for the business. As an
operations manager, I think the business will be able to find market for its assets say, furniture,
computers, stationery, office supplies and the rest (Anastasia, 2017). When the business adopts
an online method of supplying their commodities, many people will be able to view them and
make orders either online or even reaching the very business area of E-Office Worx. The
company will therefore increase on its output and sales through the use of continuous
improvement process.
Also, improvement in customer serviceis so important for a company to know what the
customers prefer and providetheir products and services in line with its customers’ preferences.
By use of an online supply of assets, the company improves its relationship with customers.
(Vyrat, 2017).
Continuous improvement models for the company
There are many models that companies use to carry on the process of continuous
improvement and some of these include;
Six sigmas
This model is responsible for reducing the defects, faults and any other changes that may
occur in the proposed process in order to increase the total quality of output (Bach,2018). The six
sigma depends on two methodologies these are, if the proposed continuous improvement process
is being established to improve on the already existing business process and to create a new

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business process. This method has features like the responsibilities required by the organisation
(Millard, 2018).
Plan- Do-Check –Act cycle
This is a step by step model used to carry out change. These steps are Plan, do, Check
and act. Plan, this happens after a company has analysed and identified a problem that should be
discussed. The company has to plan on the improvements required (Bach, 2018). Do, which
follows the plan and includes changes that have been planned so as to solve the identified
problem. Check, after planning and doing, the changes have to be analysed and checked if the
changes made do meet the needed results. Act, once the first three phases have been met
satisfactorily,the business should now implement and make these changes (Millard, 2018).
As at E-Office Worx, the best model to apply is the Plan-Do-Check-Act cycle. This is
because the company has previously been using other methods of supply and since it’s to adopt
online supplies, then changes should be applied to improve the performance of the company.
Strategies for implementing continuous improvement into business systems
The strategies which a company should implement for continuous improvement into the
systems of the business and procedures are as follows:
The company should take accountability of its stock; in order for a company to be more
sufficient and efficient in its operations, the company should first go to the drawing board to see
what exactly it’s doing (Kovach & Lawrence, 2017). This helps to determine which system is
working better. Also, engaging the team with much respect where the manager of the company
should fully involve employees directly. This increases the effectiveness, efficiency, sufficiency,
safety and even productivity of the company (lodgaard et al,2016).
Furthermore, looking for quick wins is one of the greatest strategies of achieving
continuous improvement. The company should not quickly wish to attain more savings, instead it
should first invest more in the products produced. This improves the sustainability of products in
the business and helps the company to win the trust of employees.

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Lastly, the company should never quite or stop the operation. For a company to achieve
the best of its wishes in the business, this can be done especially when it sacrifices its
commitment over a long-term operation to fulfil or stamp its wins.
The continuous improvement tools.
The continuous improvement tools include the following:
Kanban continuous improvement tool; in the company, this helps in visualizing,
optimizing and managing work activities. Kanban can be used through using stickers on the
boards of the company to communicate and point out the workflows or the real picture of the
company, Kanban involves limiting the work process, focusing and the continuous improvement
of the company (Salman, 2012).
Use of PCDA cycle tool; it is known as a plan, do, check, act. PDCA cycle allows
companies to achieve the continuous improvement processes in the businesses. This helps the
company to understand the goals, implementation of the plans, evaluation of findings and finally
helps to create adjustments in the company.
The strategies to encourage staff to participate in an improvement continuous
decision-making are as follows:
Promoting teamwork across all boundaries in the company; this helps the employees to
develop ideas and expertise in decision making within company for continuous improvement.
Also, the company should be generous with the information it provides to the staff. This provides
information to the staff which is transparent and reliable as helps in building confidence thus
achieving the targets of the organization. The company should let its staff to make decisions. The
staff of the company should be given opportunities to engage in decision making.
Strategies for ensuring that staff is informed about continuous improvement
processes, as well as the outcomes of continuous improvement processes.
Communicate to the employees why the process is needed by the organisation. The
workers will gain interest in performing their tasks since they will know the target of the
company.

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Communicate the success points and failure points of the business to the organisation.
The employees will know where their strengths and weaknesses lie and improve where possible.
This will promote an increase in the performance of the company.
Mechanisms
Mechanisms that can be used to obtain feedback from customers, suppliers and staff are
as follows; the company should use surveys, suggestion boxes, direct reach outs to the
customers, staff and suppliers and finally the company should use polls to get high quality
feedback (Pal, 2018).
Ongoing and coaching processes
The ongoing mentoring which should be done to attain a continuous implementation are;
daily motivations, fringe benefits at work place are very essential to improve the sustainability
and the operations of the company (Simon,2013).
Strategies for ensuring continuous improvement in sustainability
• In order for a company to ensure a continuous improvement in sustainability, it should
get and cite opportunities to the employees,establish daily routines and guidelines. The
company should identify clearly the activity to be improved among others.
Knowledge management strategies
Knowledge management strategies to ensure that insights and experiences from the
business’s activities are achieved are; assessing the current state of the company. This helps the
problems related to the business solved. Also, assessing the technological requirements of the
company (Oliver, 2008). Furthermore, motivation and appreciation of employees is another
factor. This helps to determine the weaknesses and strength of usage of technology among the
staff.
2. The continuous improvement policy
Purpose of the policy

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The continuous improvement policy is to be followed by E-OffficeWorx company so as
to be guided on how the products of the company such as furniture, business equipment’s,
stationery and others will be supplied using online services.
Scope of the policy
The policy will apply to the increase of online supplying of the company’s products. All
the workers both who carry out online supply and other activities which are within E-
OffficeWorx company will follow the policy implemented.
Continuous improvement principles
Customer service and care where by the customers should be served efficiently and
within the expected time frame.
Supply relations, this will strengthen the relationship between the customers and
suppliers to the company who supply us with materials like timber.
Quality production, the quality of E-OffficeWorx products will improve.
Continuous improvement model
 Plan- Do-Check –Act cycle
 Six sigmas
Continuous improvement implementation
The committee comprising of the GeneralManager, Salesand Marketing Manager,
Finance Manager andHuman Resource Manager and the rest of the staff will oversee the
planning and implementation of the continuous implementation process. Majorly there will be an
improvement in the equipment say computers which will help during online communication and
supply.
Staff participation and communication
All the employees of the company are meant to participate in implementing the
continuous assessment process since different employees are best in different activities.

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Involving of employees in the daily operation of the company will help the management to easily
identify the attitudes of each individual towards the company. Because of the generation of
intranet, the whole staff will be engaged in effective online communication.
Tools to support the continuous improvement process
 The plan to check act (PDCA) cycle
 Kanban improvement
Responsibilities
The whole staff should be committed to the work allocated for effective control and
management of E-OfficeWorx company. This will help the company to achieve its target of
being the leading online supplier of its products.
3. The continuous improvement tools to record the work performance in the
company. These tools are as below:
Kanban continuous improvement tool; in the company, this helps in visualizing,
optimizing and managing work activities. Kanban can be used through using stickers on the
boards of the company to communicate and point out the workflows or the real picture of the
company, Kanban involves limiting the work process, focusing ang the continuous improvement
of the company (Salman, 2012).
Use of PCDA cycle tool; it is known as a plan, do, check, act. PDCA cycle allows
companies to achieve the continuous improvement processes in the businesses. This helps the
company to understand the goals, implementation of the plans, evaluation of findings and finally
helps to create adjustments in the company.

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Task 2
Customer satisfaction Report
Customer analysis report involves the analysis using the presentation of bar charts, conclusions
of findings and recommendations.
Figure1: Distribution of customers’ opinions on the Overallsatisfaction with E-
Officeworx(Salman, 2012).
Figure1 above shows that 53.06% of the customers agreed that they are totally satisfied with the
services and products offeree by E-Officeworx. 36.73% were moderately satisfied, 8.16% were
dissatisfied with the products and services offered by the E-Officeworx and only 2.04% were
totally dissatisfied. Therefore, the company suits the benchmarks of the average satisfaction with
42%. This is because the percentage of customers who agreed that they are totally satisfied with
the overall satisfaction with the company.

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Figure2: Distribution of respondent’s opinions on Ease of doing business with E-
Officeworx(Salman, 2012).
Figure2 above shows the customers’ response rate on the ease of doing the business with the
company. 40.8% totally satisfied that it is easy to do business with E-Officeworx. 38.78% agreed
with the moderate satisfaction rate. !6.3% were dissatisfied that it is easy to do business with the
company and only 4.08% were totally dissatisfied that it is ease to do business with the company.

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Figure3: Distribution of respondents’ opinions on Customers who said they would purchase
products from E-Officeworx(Salman, 2012).
From figure3 above, 85.71% of the customers agreed that they were totally satisfied that they
would purchase products from E-Officeworx. 12.24% were somewhat satisfied, this means that
there is moderated acceptance that they would purchase products from E-Officeworx. Only 2%
of the customers were dissatisfied.
Figure4: Distribution of responses on Customers who said they would recommend E-Officeworx
(Salman, 2012).

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From figure4 above, 77.6% of the customers accepted that they are totally satisfied that they
would recommend the E-Officeworx. 16.3% were somewhat satisfied and only 6.1% of the
customers were totally dissatisfied.
Recommendation for actions
The company should provide significant measures in order to suit with that of industry
benchmarks average of clients who are totally satisfied with the ease of doing the business
(47%). This is seen by level of total satisfaction (40.8%) which is below the benchmark’s
average indicator. The measures which should be provided are; treat every customer as if they
are very important persons (VIP), continuous measurements of customer satisfaction ang many
others.
The company should understand on the ways of surveying its customers. When the customers are
well interviewed, they yield good results. Thus, portraying good image for the company.
The company should provide all necessities what the customers demand for. The company can
get the needs of the customers through social media and other sites.

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Overall performance of the company with the comparison of industry benchmarks.
By comparing E-Officewox performances of customer satisfaction, ease of doing business and
customer loyalty with industrial benchmarks. According to the analysis, E-Officeworx operates
higher that the average target of the benchmarks. The overall customer satisfaction, loyalty,
customers who would like to recommend the company to others are all higher than the industry
benchmarks. This implies that, the products and services delivered are highly appreciated by the
customers. Its evidenced that, only the response rate about doing the business with the company
is less that the recommended average of the industry benchmark.
Recommendations for future customer surveys
The company is recommended to carry out a survey on how trainings affect customer satisfaction
in the company.
Also, the company is recommended to carry out a study on how website information for the
company affect customer satisfaction and service delivery for the company.