Continuous Improvement Systems and Processes for E-Officeworx

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Continuous Improvement Systems and
Processes
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Table of Contents
Assessment 1............................................................................................................................................................ 3
Assessment 2............................................................................................................................................................ 6
Assessment 3.......................................................................................................................................................... 21
References...............................................................................................................................................................26
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Assessment 1
While the manufacturing of a product in any industry, it is not perfect. So for making it perfect
the changes are made on timely basis after evaluation, this process of improving the product or
services by doing increment or breakthrough is known as the continuous improvement process
and the system used is called the continuous improvement system (businessport , 2017).
Importance of establishing formal systems and processes to support continuous
improvement
For the continuous improvement, the formal system is important because it helps in decreasing
the cost of product and increase the efficiency. It also helps in calculating profit and loss by
financial measurement. One example of formal system models that will support the continuous
improvement is six sigma (asq , 2019).
How the Plan, Do, Check, Act cycle can be used to support effective continuous
improvement?
The Plan-Do-Check-Act (PDCA) cycle is a process of four steps which is used for the
continuous improvement and problem solving. In the first step, that is planning, the problem is
identified and the necessary data which is related to the problem is collected. Also the reason of
the problem is determined in it (Mindtools, 2019). After that, the next step is’ Do’ in which
solution of the problem is created and implemented. Here the testing of available solution and
the result of solutions is also measured. In third step, that is checking, the effect of solution is
measure, a comparison is done between before and after condition of the problem. Then it is
determined whether the solution implemented is effective or not. And finally in the last step, the
action is taken. If the results are positive then the solution is taken into action and if not, then
whole cycle is repeated again. Use of this cycle will help in creating problem solving and critical
thinking skills. Also it helps in avoiding mistakes (theleanway , 2017).
How brainstorming with staff can be used for effective continuous improvement?
Brainstorming is the process by which a person or group is insisted to give their valuable
thoughts and ideas regarding a problem by giving them a comfortable environment. This
technique can be useful in different ways. By this, a manager can get different ideas and
solution from every employee. Also it helps in generating the critical thinking skill by which they
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can innovate and solve the problems. While discussion, the employees interact each other, it
will help in building a good team. To conduct brainstorming, first a comfortable environment is
created and the participants will meet each other. After that a common problem is introduced to
them on which they will represent their views. This will help in giving various suggestions for the
continuous improvement process (Chrone, 2019).
Relationship between continuous improvement and knowledge management
Both knowledge management and continuous improvement are related to each other. With the
help of continuous improvement, a person can manage his knowledge and by having good
knowledge, it can be used for the improvement purpose. By implementing the knowledge
management, the continuous improvement can be made as an organisational culture which is
completely devoted for it. Every resources of knowledge in knowledge management is an
important part that can be used in improvement process. With the help of knowledge
management, the quality of product can be increase and also it will in reducing the wastage of
resources. By this there will be cost reduction of the product and also the continuous
improvement will take place (Bounds, 2015).
How continuous improvement works as part of a quality management system
The main motive of continuous improvement system is to improve the efficiency and quality of
the product, which is same as the motive of quality management system. For maintaining and
checking the quality of product, the organisations use total quality management which is the part
of the continuous improvement system. For the continuous improvement system, even
International Organisation for standards stated that it should be a mandatory part of every
organisation as it helps in managing the quality.
How the goals of lean manufacturing and sustainability are synonymous?
Goals of lean manufacturing and sustainability are linked to one another in some ways. Like the
lean manufacturing and sustainability both have long term efficiency and they both do work for
people, society and environment. Both of them have to do the right things which have positive
result, one focus on process and other on balancing ecosystem. Both sustainability and lean
manufacturing can work as an individual or with a team.
Relationship between performance management and continuous improvement
within an organisation
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The performance management and continuous management are the related concepts which
have same motive of improving performance of the organisation. They both help the
organisation to achieve its goals and objectives. The principles of continuous improvement
system and performance management are also same.
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Assessment 2
Part A
Benefits of implementing a continuous improvement process for E-Officeworx
As an operations manager, the issues which need to be focused are the lack of employee-
customer relationship, high staff turnover, lack of awareness about the product. All these issue
can be solved with the help of using continuous improvement process (The leanway, 2017). Use
of continuous improvement process will help in E-Officeworx by following ways:
 It will help in making employees more engaged to work, by this the problem of handling
customers on phone and waiting time can be solved.
 Help in decreasing the staff turnover
 Improvement in the quality of product and services
 Awareness about the product will increase
 The customer services can be improved
Continuous improvement models that may be suitable for the company
For implementing the continuous improvement system, the models that are suitable for E-
Officeworx are PDCA cycle and Total Quality management. In PDCA cycle, the advantage is it
will help in getting feedback from the customers and improve the quality. The Total Quality
Management approach mainly focuses on improving the quality and reducing the mistakes in
company (Isixsigma, 2019). For E-Officeworx, the best model that can be used for improvement
is PDCA cycle.
Strategies for implementing continuous improvement
For implementing this system, the first method is to analyse the condition of whole organisation.
This will help in defining the positive and negative areas of the organisation. For the
improvement system, a good bonding of employees and management will be helpful. Along with
this, try to invest continuously without thinking about saving (BDC,2019).
Continuous improvement tools
The continuous improvement tools that can be used in E-Officeworx are
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1. As E-Officeworx mostly do business by online so the tool used can be Online Surveys
2. The general manager needs atleast two complaints from the customers, for this
Feedback forms can be used
3. It is necessary to note and check the improvement process for checking efficiency of
business, so Continuous Improvement register and forms are used.
4. Value Streaming Map
Strategies for encouraging staff to participate in continuous improvement
decision-making
The strategies that can be used in E-Officeworx are:
 Asking and giving feedback to employees
 Awarding the employees for improving quality
 Treating every employee equally and giving them equal importance (Cmswire, 2017)
Strategies for ensuring that staff is informed about continuous improvement
processes
For introducing continuous improvement processes, there is need of proper communication
system between employees and the advisor. Also use of training and seminars will help in
knowing the value of this process to employees
Mechanisms that can be used to obtain feedback from customers, suppliers and
staff
 While delivering any E-Officeworx product to customer, ask the customers to give
feedback about it
 By the help of calling customer on a periodically basis regarding the product and
services
 Use of polls and online surveys
 Use of NPS
Strategies for ensuring continuous improvement in sustainability
In E-Officeworx, the strategies that can be used are:
 Setting a standard to which the quality can be compared
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 By distributing the responsibilities and work to teams or a person
 Use of sustainable continuous improvement model as a regular process while doing any
work (Sapartners, 2019)
Knowledge management strategies
Te strategies that can be used for knowledge management in E-Officeworx are the invention of
new products and services by the use of knowledge and the sharing of knowledge with the staff
for their learning (Medium, 2018).
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Continuous Improvement Policy
From the above research, it can be stated that the use of continuous improvement process in E-
Officeworx will be a useful step because it will help in solving various issues stated by general
manager. The continuous improvement process can be implemented by use of PDCA cycle and
total quality management model.
Purpose of the policy:
E-Officeworx is mainly concerned about the quality of product, satisfaction of customers and the
sustainability development. Also without any retailer, the company do only online business to
supply product to customers. The purpose of this policy is to implement continuous process in
E-Officeworx to satisfy the need of customers and products. This will help in achieving success
in their vision of becoming the leading online supplier of office supplies.
Scope of the policy:
This policy is applied for all the workers and managers of E-Officeworx, and also to all the
processes involved in manufacturing, marketing and delivering of product to customer.
Continuous improvement principles:
For E-Officeworx, the principles are focusing on setting better customer support and solving
problems of defective product. Also improving their services rather than fixing it. The other
principle is focusing on the results of the company by analysing the number of complaints in E-
Officeworx.
Continuous Improvement Model:
For implementing this process, the model of continuous improvement used is PDCA cycle as
this is based on the feedback received from the customers. By this, the satisfaction of
customers can be improved.
Continuous improvement implementation:
The implementation of continuous process is based on the process of PDCA cycle. In which the
first step is Planning, then Do, Checking and finally Act.
Staff participation and communication:
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The staff will try to find the defect and reasons of mistakes and try to solve it. Also the staff will
communicate with the high authorities regarding issues faced in E-Officeworx. There is need of
complete support from the staff of 20 employees working in office or warehouse.
Tools to support the continuous improvement process:
The tools used for the continuous improvement tools can be physical or data based. In physical
the focus is on decreasing defects. In data, the number of customers complaints recorded and
other information in E-Officeworx database is included.
Responsibilities:
The responsibilities of this policy for E-Officeworx are:
 Decreasing number of complaints by customers
 Setting a better customer support base
 Decrease the staff turnover
 Better training to the employees
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Continuous improvement tools
The continuous tools that are used in E-Officeworx which can help in solving the various issues
occurring in the company are Feedback forms and Surveys. Surveys and feedback forms will
help to know about the condition of organisation in market. Also it will help in knowing the
demands of customer from the product and organisation. For getting feedback, there is need of
proper customer support. The surveys can be done physically and online but in case of E-
Officeworx as it do business only through online then use of online survey is best. In surveys,
the questions asked to customers should be short and simple. The questions should be related
to the quality of the product, productivity of the product, satisfaction from the services etc.
Use of feedback forms is the other tool in which customers are required to give their views
about the product and the company. In this they don’t have to answer the questions, instead of
this, they are free to give their perceptions.
Continuous improvement policy and tools
The tools stated above can be useful for setting up the policy needs. They are helpful in solving
the issues of customers by knowing their views and mentality regarding the product and
services provided by E-Officeworx. These tools give value to the customers and also the policy
states that customers should be treated a the assets for the business.
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Part B
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