University: Continuous Business Improvement Report for VTI Automotive

This report provides a comprehensive analysis of continuous business improvement (CBI) strategies, specifically focusing on VTI Automotive. It explores the importance of CBI in enhancing products, services, and processes. The report details the application of the PDCA cycle, employee involvement, and stakeholder analysis in driving organizational change. It examines functional issues such as employee skill gaps and customer satisfaction, and proposes solutions like employee training, infrastructure development, and performance measurement. The report also emphasizes the importance of communication, monitoring, and feedback to ensure the effectiveness of improvement initiatives, and the need for addressing customer complaints and improving service quality. The document covers topics like stakeholder support, continuous improvement techniques, and action plans to address functional and customer satisfaction issues, and also provides strategies for long-term business sustainability.

Running head: CONTINUOUS BUSINESS IMPROVEMENT
CONTINUOUS BUSINESS IMPROVEMENT
Name of the student
Name of the university
Author note

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Executive summary
The report helps in the understanding of the various aspects of the change that is being
considered by the concerned organization, VTI Automative car care, in order to bring in
improvements in the situation. The company must take steps in order to process and analyze the
complaints of the customers. The main purpose of the report is based on the understanding of
the various changes that the organization is required to undertake for bringing in improvements
in the situation of the organization.

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Table of Contents
Task 1...............................................................................................................................................3
Part A...........................................................................................................................................3
Part B...........................................................................................................................................7
Task 2.............................................................................................................................................11
Issues faced by the organization................................................................................................11
Model of group discussion.........................................................................................................11
Ways of providing defect free goods and services....................................................................12
Documentation style..................................................................................................................12
Applicability of the SIPOC model.................................................................................................12
References......................................................................................................................................14

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Task 1
Part A
The continuous business improvement is a process that every business undertakes for
bringing forth improvements in the products, services and the processes. It has helped the
organization sin bringing in changes in the structure and the functioning of the organization in
the market. VTI Auto Workshop and Car care has taken steps in order to bring in continuous
improvement in the business processes through the proper impetration of the change processes.
The employee involvement that is being undertaken by the organization has helped in
facilitating the integration of the workforce. It has helped in the proper functioning of the
workforce based on the goals of the organization. According to Harrison (2012), the basic
consideration of the change that is undertaken by the organization is based on the resourcefulness
of the organization and the integration of the skilled workforce. It has helped in facilitating the
change in the organization. The concerned company for this report has taken steps in order to
provide a perfect environment to the employees for enhancing the involvement of the same in the
decision for the change that is being planned by the organization (Sessa and London 2015). The
involvement of the employees has helped the concerned company in understanding the various
issues that are being faced by the workforce while functioning based on the requirements of the
organization. The involvement of the workforce in the decision making processes of the
organization has helped th organization in enhancing the standards of the leadership that is being
undertaken by the organization.
On the other hand, the proper application of the PDCA model will be helping the
organization in maintaining the proper development of the strategies and the implementation of

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the same in the organization. The organization plans for bringing forth the improvements in the
structure and the functioning through the identification of the favorable strategies. The
operational goal of the organization is to provide the best service to the clients based on their
offerings. Therefore, the organization has taken steps in order to facilitate the understanding of
the requirements of the clients and thereby keep a record of the issues that are being faced by the
organization. The documentation of the issues helps the organization in formulating the
strategies that helps in resolving the issues. The data that is being collected by the organization is
based on the feedbacks of the customers and the issues faced by the same while receiving the
service. This helps the organization in enumerating the changes that are required to be
undertaken for their improvements (Schaltegger and Burritt 2018). The process includes a clear
documentation of the issues that are faced by the organization and thereby chalks out strategies
for determining the varied changes in the services. Processing the data that is being collected by
the organization is the third phase of the PDCA process. In this stage, the concerned company
processes the accuracy and the frequency of the issues and thereby formulated their policies and
strategies based on the priorities of the organization. It has helped the organization in saving time
and resources. The last phase of the process of the change is based on the proper assessment of
the data that is being collected by the management of the organization and the implementation of
the same on the structure of the organization (Sadgrove 2016). The concerned company has
taken steps for understanding the varied requirements of the customers through the utilization of
the data. It thereby brings in changes based on its capabilities.

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Figure 1: PDCA cycle
(Source: Mitra 2016)
The employee responsibility and initiative of the same has helped in determining the
various aspects of improvements that are being planned by the organization. The chief
responsibility of the employees of the organization is to adhere to the requirements of the clients.
The organization has also taken the initiative of proving the regular training sessions for
enhancing the functioning of the workforce and ensuring the quality of the services that are being
provided to the customers (Evans and Lindsay 2014). The initiative taken by the employees is
backed by the rewards and recognitions that are being undertaken by the organization for
keeping the workforce motivated and focused.

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Stakeholders of the organization play an important role in bringing forth the change in the
structure and the functioning of the same. The support of the stakeholders is an important aspect
of the change that is being planned by the organization. The workforce, the investors, the
suppliers and the customers determine the stakeholders of the company. The support of the
employees in bringing about the change is facilitated by the decision that is undertaken by the
organization. on the other hand, the organizational understanding of the needs of the customers
relating to the services helps in determining the effectiveness of the same. The investments that
are being taken by the investors help in determining the change that is strategized by the
organization. Ford (2014) believed that the proper implementation of the change is never
possible without the support of the stakeholder. Therefore, the stakeholders hold an important
position while understanding the change that is being undertaken by the organization.
Communication plays an important role in facilitating the change by the concerned
organization. The vision of the change in the services that are being provided by the organization
is to be conveyed to the workforce in order to make the same aware of the objectives of the
organization and the change that is being planned by the organization (Fleischmann et al. 2012).
On the other hand, the issues that are being faced by the workforce while acting on the change
and the issues faced by the customers is conveyed to the management for resolving the issues.
The utilization of integrated training that is being delivered by the organization has
helped the workforce in enhancing and upgrading the skills of the same. Skilled workforce helps
the organization in bringing forth improvements in the functioning of the organization in the
market (Schneider and Spieth 2013). The organization provides training to the mechanics and
also offers short courses for enhancing the skills of the employees thereby ensuring quality
services to the clients.

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In order to monitor over the processes the company has taken steps to evaluate the
feedbacks of the customers and thereby maintain a record of the same. It will be helping the
company in distinguishing and determining the effects of the change that is planned by the
organization in the market. The major aspects of the change are based on the satisfaction of the
customers through the services that are provided by the organization. Therefore, monitoring over
the services and adhering to the feedbacks of the customers will be helping the organization in
the efficient undertaking of the monitoring activity. Proper recordkeeping of the customer
feedbacks helps the organization in determining the effectiveness of the change that is being
planned by the same (Oakland 2014). The documentation of the needs and the requirements of
the customers help the organization in prioritizing the requirements of the customers and thereby
formulate the strategies. The concerned company is facing issues relating to the quality of the
services that are offered by the same.
The strategies that were taken by the organization have brought in benefits for the same.
Improvements in the market situation and the retention of the customers are the primary benefits
that the concerned company has gained (Bucherer, Eisert and Gassmann 2012). On the other
hand, the rise in the revenue and the profitability of the organization are the key indicators of the
change that is being undertaken by the organization in the market.
Part B
Functional and customer satisfaction issues in the organization
The functional issues that are being faced by the organization are based on the poor skill
of the employees. The most important issue that is being faced by the organization is based on
the employee motivation and productivity as the organization does not provide any training to

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the employees. On the other hand, the services that are provided by the organization do not
satisfy the needs of the customers. The customers are required to wait for long thirty minutes or
more to get their cars serviced by the attendants. The major aspects of the issue that is being
faced by the organization is the incapability of the organization to provide enough room for
making up the lounge or the waiting rooms, which is an inconvenience for the people.
Continuous improvement techniques
The company must take steps in order to address the training needs of the employees in
order to make them proficient in the jobs with which they are assigned. Moreover, the company
must take steps in order to facilitate a proper working environment for the employees in order to
keep them focused and motivated at the workplace (Zairi 2012). On the other hand, the company
must take steps in order to develop the infrastructure for facilitating the needs of the customers.
the assessment of the feedback that is being given by the customers after they receive the
services must also be considered by the organization for maintaining their sustainability in the
market.
Continuous improvement strategies
The organization is required to undertake certain strategies for bringing in improvements
in the structure and the functioning of the same (Achtenhagen, Melin and Naldi 2013). It is
aimed at helping the organization in retaining the sustainability of the business in the market.
Proper measurement of the performance of the organization is to be adopted through the
determination of the market situation of the organization and the customer feedbacks that are
received by the company (Harmon 2014). On the other hand, the company must also emphasize
on the needs of providing proper training to the employees for their development in the

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professional field. It will help the company in bringing forth professionalism in the processes
that it undertakes (Looy, Backer and Poels 2014). The company must also take steps in order to
provide the employees with a positive working environment to the workforce for encouraging
and motivating the same in their work processes. The rewards and the recognition is again a step
that must be undertaken by the organization for encouraging the best performer. It will be
helping the organization in appreciating the efforts of the employees and thereby set an example
for the other employees (Goetsch and Davis 2014). The management of the organization must
express their expectations relating to the goals of the organization to be profitable and
sustainable in the market. It also helps the organization in enumerating the communication
channels that will help the organization in connecting with the employees directly and retain the
feedbacks of the clients. This strategy of the organization will be helping the same in
understanding the various aspects of the change that the organization is required to undertake in
order to cope up on the competitive market situation (Kirchmer 2012).
Action plan
Actions Time required for
implementation
Outcome
Formal training and
development of the
staff members
3 months Proper training and demonstrations on the responsibilities
of the job role facilitates the outcome of a skilled
workforce. The skilled workforce helps in the smooth
functioning of the organization in the market.
Rewards and
recognition of the
After the
completion of
Motivates the employees and keeps them focused on
their respective job roles

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staff every single month
Infrastructural
growth
Every 5-7 months The infrastructural growth helps in facilitating the smooth
functioning of the processes and helps in attending the
requirements of the customers more likely
Development of
communication
channels
2- 3 weeks The proper development of the communication channels
will help the management of the organization in
conveying the change that is planned for achieving the
objective of the same. On the other hand, it will help the
management in retaining the feedbacks of the customers
and assessing them for bringing in the change.
Proper working
environment
2- 3 months The provision of the perfect working environment has
helped in the proper functioning of the workforce.
Proper monitoring based on feedback
The proper monitoring over the services that are being provided by the organization is
based on the customer feedback that is retained by the organization at the time of the payment of
the charges (Trimi and Berbegal-Mirabent 2012). The major aspects of the change that is being
undertaken by the organization is based on the survey form, which is available at the reception
of the outlet. The issues that were recognized were mainly due to the attitude of the employees,
theft and issues in cleanliness and hygiene of the cars. Therefore, the company formulated the
strategies in order to resolve the issues that are being faced by the customers and monitor over
the services that are rendered by the same (Rolstadås 2012).

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Task 2
Issues faced by the organization
The issues that are being faced by the organization are based on the lower rate of
customer satisfaction. The untrained workforce and the harsh attitude of the employees have
created discontent among the customers. The qualities of the services that are delivered by the
organization are not standardized (Schaltegger, Lüdeke-Freund and Hansen 2012). The
company does not even provide a healthy working environment for the workforce, which affects
the smooth functioning of the same in the market. The company has set no standards as that
might increase the liability of the organization towards the customers for the services that they
aimed at providing. The major aspects of the change that is being undertaken by the organization
are based on the issues in the infrastructural units and the services that are being provided by the
organization (Becker, Kugeler and Rosemann 2013).
Model of group discussion
Bill might make use of the Functional theory of group decision making in order to
facilitate the proper understanding and the execution of the decision in the processes undertaken
by the organization. The theory includes a proper understanding of the problem that is faced by
the organization as its first step (Jeston and Nelis 2014). A thorough examination of the criteria
of the acceptable solution is being made after the understanding of the problem that is faced by
the organization. Alternative solutions are also considered in the process. Lastly, the positive and
the negative aspects of the solutions are assessed for the better understanding of the befitting
nature of the proposed solution (Österle 2013). Bill might make use of the Functional theory for
better understanding and addressing the issues that are being faced by the organization.

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Ways of providing defect free goods and services
 Proper understanding of the requirements of the customers
 Recruitment of skilled workforce
 Involvement of modern technologies
 Enhancing training and development of the staff members and the employees
 Motivating the employees
Documentation style
The style of documentation that will be helpful in understanding the complaints of the
customers is through the usage of the Requirement Documentation. It helps in understanding the
varied requirements of the people through the manipulation of the data and the analysis of the
same (Chang 2016). It will be helping the organization in determining the changes that are
required for undertaking the improvements in the market situation.
Applicability of the SIPOC model
Suppliers The gadgets and the new technology, required raw
materials
Inputs Raw materials, human labor
Process  Customer call the receptionist for fixing
an appointment
 Customer arrives the service centre
 Servicing of the automobile
 Paying off the charges

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 Feedback
Output Servicing of the cars
Customers Satisfaction of the customers

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