Detailed Continuous Improvement Policy Report for E-OfficeWorx

This report outlines a continuous improvement policy designed for E-OfficeWorx, focusing on enhancing customer service. The policy emphasizes customer focus, process efficiency, and the use of the ServQual model to assess service quality through dimensions like tangibles, reliability, and empathy. The implementation strategy includes detailed controls, evaluation of tools, and support for research and development. Staff participation is encouraged through professional development and feedback, while tools like the Petri Network are suggested for workflow analysis. The report also covers communication strategies and responsibilities for top management and managers at all levels to ensure continuous quality improvement. The aim is to create a sustainable customer care service strategy for E-OfficeWorx, improving overall performance and customer satisfaction.

Continuous Improvement Policy 1
Continuous improvement policy for E- OfficeWorx
Student’s Name
Professor’s Name
Course Name
Date

Continuous Improvement Policy 2
Purpose
The purpose of continuous improvement policy is to come up with effective and sustainable
customer care service strategy for E-OfficeWorx
Scope
The scope of the continuous improvement for customer service policy would include:
The quality of services offered, the procedures followed, the utilization of facilities, and the use
of available technology.
Continuous improvement principles
The first principle of continuous improvement is customer focus. In order to effectively
carry out continuous improvement, E-OfficeWorx must first strengthen the quality awareness,
problem awareness and improvement awareness of people at all levels, especially management;
aim for the pursuit of higher process efficiency and effectiveness; actively seek opportunities for
improvement and identify improvements Instead of waiting until something goes wrong to reveal
the need for improvement (Du and Tang, 2014). At the same time, E-OfficeWorx should
implement the principle of prioritization, implementation of gradual progress, and orderly
management of continuous improvement, including: organization, planning, implementation,
evaluation and confirmation of quality improvement (Moon, 2011). .
Continuous improvement model
E-OfficeWorks should use ServQual model. The model defines the quality of service, as
a construct of five consistent dimensions, namely: tangible elements, reliability, responsiveness,
security and empathy; dimensions that in turn are constituted by 22 items, through which the

Continuous Improvement Policy 3
model is fed and the gap between the two valuations is determined (that is, between what the
customer expects from the service and what he really perceives) , in order to facilitate
commissioning; systematically corrective actions that improve the quality of service (Spears,
2010).
Continuous improvement implementation
The continuous improvement implementation of the performance of the participants of the
consumer satisfaction process, the opportunity with which they act and the degree of adherence
to the company's communication policies, will be achieved through:
1. Detailed controls of the systems, of the processes of the quality of the perception of the
clients, of the personnel, of the communications, etc.
2. Evaluation of the tools and controls implemented, for the feedback of the processes.
3. Support for research and development of new services.
4. Motivate the initiative and creativity of the members of the organization, regarding the
opportunities for improvement and renewal.
5. The attention of complaints , implementation of measures that allow them to be solved,
response plan.
6. Take corrective actions to prevent problems from recurring.
7. Checking the actions
8. Constant evaluation of environmental threats .
9. The prevention of problems and how to detect them in time, that is, anticipate them.
Staff participation and communication
Staff participation would be achieved through

Continuous Improvement Policy 4
 Allows employees to obtain, evaluate and execute their own projects: Transforms
productivity in the workplace and employee participation. E-OfficeWorx should show its
team that their development is important for you and for the company in general, for this
you have to invest and provide resources to help them grow.
 Provide performance feedback: E-OfficeWorx should not forget to express gratitude to
team members. It needs to tell employees that they are doing a good job and provide
constructive and thorough feedback when they do not meet E-OfficeWorx expectations.
In response, E-OfficeWorx team members will have better guidance on how they can
improve their future deliveries and their own skill sets (Lucas and Nacer, 2015).
 Encourage and offer professional development: E-OfficeWorx should show the team that
their development is important for E-OfficeWorx, for this E-OfficeWorx have to invest
and provide resources to help them grow. To retain the best staff members, E-
OfficeWorx should encourage and offer professional growth programs, such as training
courses, assessment materials, regular workshops, among others (Park, et al 2013).
Tools to support continuous improvement
E-OfficeWorx should adopt the Petri Network. This tool allows modeling workflow
processes and detecting structural design errors or behavioral problems in the management of the
company's capabilities. This network, in turn, constitutes a powerful tool that allows describing
and analyzing the behavior of discrete event systems and, especially, evaluating complex
processes such as representation and analysis of concurrent processes (Rother, 2009).
Processes for communicating the continuous improvement processes and outcomes

Continuous Improvement Policy 5
E-OfficeWorx should devise flexible communication strategies to help in communicating
the continuous improvement processes. The company could opt for integrated communication
strategies.
Responsibilities
The top management of the organization shall be responsible and lead the continuous
quality improvement work and create a continuous improvement working environment within
the organization. Managers at all levels must lead by example, strengthen the leadership of
quality improvement, and set goals for the continuous improvement of their departments and
individuals around the organization's quality goals. Leadership is the key minority that
determines whether an organization can continuously carry out quality improvement.

Continuous Improvement Policy 6
List of References
Du, Y. and Tang, Y. A. (2014). Literature Review on the Relationship Between Service Quality
and Customer Loyalty. Business and Management Research, 3 (3), 27-33
Lucas, B., and Nacer, H. (2015). The habits of an improver: Thinking about learning for
improvement in health care. London: Health Foundation. Available from:
http://www.health.org.uk/publication/habits-improver
Moon, Y. (2011). The Tangibility and Intangibility of e-Service Quality. International Journal
of Smart Home, 7 (5), 91-10
Park, S., Hironaka, S., Carver, P. and Nordstrum, L. (2013). Continuous improvement in
education. Carnegie Foundation for the Advancement of Teaching. Available from
https://www.carnegiefoundation.org/resources/publications/continuous-improvementeducation/
Rother, M. (2009). Toyota Kata: Managing people for improvement, adaptiveness and superior
results. New York: McGraw Hill.
Spears, S. (2010). The high velocity edge: How market leaders leverage operational excellence
to beat the competition. New York: McGraw Hill.

Continuous Improvement Policy 7