Stanley College - BSBMGT403: Continuous Improvement Report

This report analyzes the implementation of continuous improvement (CI) processes at Australian Hardware and ACME Steel, as part of the BSBMGT403 unit. It addresses key aspects such as defining CI, identifying elements, stakeholder involvement, and the development of a CI culture. The report examines the role of Key Performance Indicators (KPIs) in enhancing customer satisfaction, and the tools utilized for process analysis, such as process mapping. Furthermore, it explores the vision and goals of the companies and how they contribute to a CI culture. The report also includes an analysis of the ACME Steel case study, answering questions related to CI principles and practices. The student demonstrates an understanding of CI principles and techniques, effective collaboration, and the use of relevant digital technologies. The report provides recommendations for service and productivity improvements, incorporating change management techniques and recordkeeping procedures.

ASSESSMENT 3
Student
name Student ID
Unit code
and name BSBMGT403 - Implement continuous improvement
Assessment Outcome
Satisfactory Not Satisfactory  Resubmission Date:
Trainer’s Feedback:
Trainer’s Name:
Trainer’s Signature: Date:
Students please note:
Your results will be made available in your Student Portal. Your Trainer will also email you with feedback on your
performance, including where gaps are identified. Please ensure you regularly login to your student portal and
Stanley College email to check this information. All decisions, including Assessments Outcomes can be appealed.
For more information please refer to our Complaints and Appeals Policy (available from Student Services team
or via our website).
Document Name: BSBMGT403 Assessment-task-3 RTO : 51973 CRICOS Code : 03047E
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Student Feedback:
Please take the time to provide us with any feedback on your experience during the delivery and
assessment experience by emailing us directly at [e-mail]
Alternatively you can complete the anonymous monthly student feedback survey.
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Feedback communication
Performance objective
You must be able to demonstrate knowledge of the principles and techniques of
continuous improvement by incorporating them into a continuous improvement
(CI) procedure developed and implemented by a team.
Assessment description
You will present a written feedback report on implementing Australian
Hardware’s continuous improvement processes, following on from your
collaboration workshop in Assessment Task 1 and your coaching demonstration
in Assessment Task 2.
You will create a small database using Excel or Access by inputting data provided
by your assessor, and will explore outputs such as spreadsheets to monitor and
review performance.
You will addresses four (4) knowledge questions (in a written report) on
implementing a continuous improvement procedure, with recommendations to
explain how collaboration and coaching demonstrate continuous improvement
principles using CI techniques, and evaluate your own performance in the CI
process.
Finally, in a case study of ACME Steel, you will apply the same CI principles and
answer four questions by way of evaluation and feedback.
Procedure
1. Review your collaborative workshop planning (from Assessment Task 1) and
your coaching/mentoring session, together with your recommendations
(from Assessment Task 2) on Australian Hardware’s continuous
improvement process.
2. Write answers to the four knowledge questions (in Appendix 1 below), as
preparation for your continuous improvement (CI) report.
3. Prepare a written report on the outcomes of the continuous improvement
process at Australian Hardware, including:
a. discussion of feedback from workshop and coaching participants
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b. a list of typical areas of need for coaching and mentoring to support
continuous improvement
c. your recommendations (from Assessment Task 2) for further service
and productivity improvements, including the procedure for
recordkeeping
d. database report or spreadsheet
e. an explanation of how change management techniques can support
continuous improvement and initiative.
4. Read the ACME Steel case study (Appendix 3 below), and write your
answers to the four questions on continuous improvement at ACME Steel
(Appendix 2 below).
5. Submit all documentation to your assessor in accordance with the
specifications below.
Specifications
You must submit:
● a written report on continuous improvement processes at Australian
Hardware, including, or with attached:
○ feedback from coaching participants
○ a list of typical areas of need for coaching and mentoring in continuous
improvement
○ recommendations for service and productivity improvements
○ reference to recordkeeping procedure
○ data evidence in a spreadsheet/summary report
○ explanation of how change management techniques can support
improvement and initiative
● written responses to continuous improvement knowledge questions
● written responses to questions on continuous improvement at ACME Steel.
Your assessor will be looking for:
● answers which demonstrate an understanding of continuous improvement
principles, systems, techniques and tools
● evidence of effective collaboration with others, including taking an active
role in facilitating communication in a group and taking a lead role on
occasion
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● evaluation of the effectiveness of decisions in terms of how well they meet
stated goals
● use of a range of digitally based technology and applications to access and
filter data, extract, organise, integrate and share relevant information (e.g.
Excel or Access, to produce mock-up of data)
● use of technology to monitor and review performance
● recognition of potential of new approaches to enhance work practices and
outcomes.
Adjustment for distance-based learners:
● No changes to the assessment procedure or specification are required.
● Documentation may be submitted electronically.
● A follow-up interview may be required (at the discretion of the assessor).
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Appendix 1: Continuous improvement (CI)
knowledge questions
Question 1
a. Define continuous improvement as implemented by your team at
Australian Hardware Ltd.
b. Name four or more elements of continuous improvement implemented by
your team at Australian Hardware Ltd.
c. Who was involved in the process (which stakeholders)?
d. What did you do as part of the Australian Hardware team to enable the
continuous improvement implementation to succeed?
A For Australian Hardware Ltd., continuous improvement is a tool to accomplish
the business objectives along with implementing them. The continuous
improvement strategies have been designed in a way so that the company meet the
strategic objectives which are a part of the business plan of the company. This
business plan leads to business goals of Australian Hardware (Hopper, 2017).
B The four elements of continuous improvement implemented by the team at
Australian Hardware Ltd. Are;
1. Knowledge sharing with the evaluation of data and analysis reports.
2. Quality Management so that quality at each and every process is pursued by the
company.
3. Enhancing customer satisfaction by the use of strategies so that the quality of
products is improved and setting up KPIs.
4. As the CI coaches conduct training session the environment of learning and self-
improvement is established.
C Australian Hardware involved many stakeholders from all levels of operation in
the process of continuous improvement. The COO, CFO, marketing managers,
operation managers, human resource manager and the store managers are a part of
continuous improvement system (Stillwagon, 2015).
D To successfully implement the continuous improvement we as a part of the
Australian Hardware team developed many strategies according to the business plan
of the company. Firstly, the current operational processes were reviewed to analyse
the problems. To gather this information, different tools like questionnaire,
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documented data and the reports were used. In accordance to this data, observations,
goals, KPIs ad action plans were developed to implement the continuous
improvement system. All the stakeholders were included in the process and a total
quality management methodology was implemented.
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Question 2
Describe how the vision and goals of Australian Hardware helped develop the
culture of continuous improvement (what drives a continuous improvement
culture?)
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The vision and business goals which were developed by the Australian Hardware
helped in many ways in developing and enhancing the culture of continuous
improvement.
The top level management in the stores and the team levels adopted continuous
improvement. To demonstrate the vision and understand the competition many
training sessions were organised. Each and every employee at every level was made
to learn about the importance of the continuous improvement system.
In Australian Hardware, everyone can put their ideas forward about the processes to
make it better. The vision of the company is a five-year vision improvement plan
which helps in the process of developing continuous improvement culture for the
business. The five-year vision plan comprises of continuous improvement part of
daily life, learning environment, team working, customer focused, and high
performance (Hutchins, 2016).
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Question 3
How will achieving its KPIs help Australian Hardware improve customer
satisfaction (what do customers of Australian Hardware want)?
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A Key Performance Indicator (KPI) is defined as a measurable value which
calculates how effectively a company is attaining its key business objectives and
goals (Rey, 2017).
Before the implementation of KPIs, measure at ACME was based on the tonnes of
the steel rolled. The major disadvantage of this measure was that it never showed
whether it met the customers’ needs or not. Australian Hardware has set KPIs
which mainly focus on meeting the customers deadlines in the following ways:
1. Customers will always get their deliveries on time i.e. a zero backlog of
customer orders.
2. In allocated week, meeting the targets for rolling the steel plate.
With the help of KPIs, Australian Hardware continuously examines and calculates
how its operations are in the steel industry as compared to the other producers and
competitors. ACME continuously reviews its activities so that it can achieve
maximum profits. After analysing the data of the KPIs, it sends the data within and
across the organisation so that the employees can makes improvements in it. The
technical knowledge and information is also escalated across the steel industry with
the help of international groups (Rey, 2017).
A brief analysis of the KPIs shows that the the plate mill is achieving its targets for
rolling steel in planned weeks and is delivering almost 100% of customers’ orders
complete and on time. ACME plate team reduces the lead time by aiming to have
all the orders complete on time by March 2009.
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Question 4
What tools did you use to undertake the analysis you carried out at Australian
Hardware? Why were these tools appropriate?
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