Lonsdale Institute BSBMGT516 T2: Continuous Improvement Project

This project, completed for BSBMGT516 T2, focuses on facilitating continuous improvement within an organization. It begins by selecting a business problem and applying the DMAIC (Define, Measure, Analyze, Improve, Control) approach to identify and resolve issues. The project includes developing a continuous improvement plan, mapping current processes, and conducting root cause analysis. It also involves suggesting solutions, redesigning processes, and establishing monitoring and control mechanisms. Furthermore, the project addresses leadership aspects such as vision, team engagement, and stakeholder management. Strategies for communication, sustainability, and knowledge management are also considered. The assessment culminates in identifying areas for further improvement and providing templates for team performance and continuous improvement registers.

ASSE SSMENT T ASK...................................................................................................................................................................... 3
SECTION 1 – CONTINUOS IMPROVEMENT INTERVENTION.....................................................................................3
SECTION 2 – FACILITATE CONTINUOUS IMPROVEMENT........................................................................................5
TASK 1- LEAD CONTINUOUS IMPROVEMENT SYSTEMS AND PROCESSES......................................................5
TASK 2- MONITOR AND ADJUST PERFORMANCE STRATEGIES.........................................................................8
TASK 3- MANAGE OPPORTUNITIES FOR FURTHER IMPROVEMENTS................................................................9

This assessment is a project that requires you to assist with the resolution of a business problem by
applying continuous improvement.
You are required to:
 Choose one of the two projects provided by your trainer
 Review and assess the business problem
 Identify how a CI project can best assist the organisation/department
 Develop and facilitate implementation of a CI project
Please refer to your Unit Learning and Assessment Outline for further information about this assessment.
Some help text is provided to give you clear guidelines for the completion of this assessment. Delete the
help text when submitting.
SECTION 1 – CONTINUOUS IMPROVEMENT INTERVEN TION
This section is about:
o Understanding the business problem that requires a continuous improvement intervention
o Applying the DMAIC approach to develop and implement a continuous improvement project
1. Choose a project to complete your assessment. Indicate below what project you have
chosen.
Note: if you have chosen project 2, provide detailed background information on the
organisation and their business problem.
2. Undertake a GAP analysis based on your project. What gaps have you identified?
3. Apply the DMAIC approach. (The DMAIC plan must be appropriately developed. You should
demonstrate ability to critically analyse and address the requirements of the DMAIC
approach when planning for improvement)
3.1 Define
o What are the biggest issues seen from the eyes of the customers (internal and/or external)?

o What improvements do you aim to achieve? (Example: reduce turnover, improve morale;
increase competitiveness, lower cost of servicing; improve market position, improve use
of workspace etc...)
3.2 Measure
Address the following, ALL points must be addressed (Min. 150 words):
o Develop a process map to describe the current process chosen for analysis. You should
apply appropriate flow charting techniques.
Note: if you develop the process in a separate file, attach it with your submission with the
tile: BSBMGT516_T1_Current Process_Your Name
o Undertake a failure review by identifying things that are going wrong with the current
process
o Develop a measurement plan. What data needs to be collected? What will your team do with
that data?
3.3 Analyse
Address the following, ALL points must be addressed (Min. 150 words):
o List the non-value steps in the current process.
o Undertake a root cause analysis. Thinking about the issues that the company is
experiencing, list and analyse the causes of the problems. Apply appropriate analysis
techniques.
3.4 Improve
Address the following with enough details to demonstrate you can intervene on the key issues
identified in your analysis. ALL points must be addressed:
o Suggest solutions for each issue and identify which ones are more effective and why.
Include the expected outcomes for each solution you have identified.
Use the table below to record your answer (add additional rows if necessary)
Issue

o Re-design the process map to reflect improvements that you recommend in the current
process.
Note: if you develop the process in a separate file, attach it with your submission with the
tile: BSBMGT516_T1_Revised Process_Your Name
3.5 Control
Address the following, ALL points must be addressed (Min. 150 words):
o Suggest continuous improvement processes to be implemented in the organization:
o to monitor and control newly implemented processes; and
o to consider areas for further improvement when undertaking future planning.
SECTION 2 – FACILITATE CONTINUOUS IMPROVEMENT
This section is about:
o Leading the continuous improvement process
o Support the organization in the continuous improvement effort
o Monitor and adjust strategies for continuous improvements
o Manage opportunities for continuous improvements
Address the tasks that follow referring to your CI project and the DMAIC plan for CI that you have
developed in section 1.
Some help text is provided to give you clear guidelines for the completion of this assessment. Delete the
help text when submitting.
T ASK 1- LE AD CONTINUOUS IM PROVEM ENT SYSTEM S AND PROCESSES
1. Leadership
Vision for the CI project: Vision of continuous improvement is to deliver quality services to customers on time.
As per the scenario ABC sells wrapping items and shopping bags to workshops. With the growth and
increase in demand business was unable to deliver quality services to customers. Due to this reason complaints of
customers are increasing. In order to resolve this issues ABC has decided to implement a continuous improvement
project in order to make enhancement its services . Therefore, management will identify all the issues and
overcome them with proper strategies to decrease customer complaints.
Key goals of CI project are as follows:

 To minimise the time of delivering order to customer from starting process till end.
 To focus on quality practices in their business operation which will reduce customer complaints.
 To improve work relationship and clear communication between department and improve morale
2. Team engagement
 Strategies which can be adopted for ensuring that team member take participate in decision making
process. It is essential to make sure that their vision is provided as a clear direction in front of employees.
The team member should be respected and recognise for their best performance and efforts (Dale, 2015).
For example, if team accomplish the provided target then they can be contributing to the higher value to
the organisational growth.
 Assume responsibility: In the firm team member can be provided responsibility in order to handle
new employees. It is will help in gaining information related to the skills of team member and
directing the new ones to help others.
 Show initiative: Team member opinion and ideas should be respected so that they can highly involve
in decision making process .The team member can be provided information related to the efficient
and inefficient employees based on their performance changes can be made in an effective manner.
3. Stakeholders
Stakeholder Role Responsibility Interest and authority
in the CI project
Stakeholder Role Responsibility Interest and authority in
the CI project
Employees To work hard in order to
make products
To make sure that quality
product is delivered to
the customers
There interest is to
deliver quality product
Employers To improve quality of
product
Continuous improvement
process is carried out
systematically
There interest is in
satisfying customers
needs.
4. Communication

The imitative can be communicate with all the stakeholder through providing document related to
continuously improve via mail. Therefore, mail system will be used in order to communicate information
in an effective manner (Boer, Berger and Gertsen, 2017). In content of communication information
regarding method used to improve customer services along with the time duration will be provided.
5. Communication sample
Sample of communication
To
Subject
For continuous improvement ABC company has taken many steps which will help in carrying in delivering
quality products and services to customers. Proper procedure will be followed in order to deliver products on
time to customers.
Thank you
6. Sustainability requirements
In the production department manager of ABC company can focus applying sustainability practices for
furniture and acquiring raw material. Therefore, it will assist in reducing the cost and developing good image
in the market. Along with this, people will prefer to purchase from particular company which help in gaining
competitive advantages. Sustainability practices ensure that company care about society, environment etc
which help in differentiating ABC company from other firms (Senge, 2014). In change and management
process company need to focus making sure that all the process carried out should not impact the
environment.
7. Mentoring and coaching
Mentoring and coaching process to make sure that individuals and teams are able to implement and
support the firm continuous process. Firm can take feedback from its employees which help in providing
information related to the continuous improvements. Further, company can highlight a training session to
make sure continuous improvement (Tanenbaum, 2016). Apart from this, employees can be closely
supervising by mentor while working which will help in continuous improvement.
8. Mentoring and coaching process sample
Mentoring component Description Contact method

Virtual mentoring In this online communication can
take place in which mentor has to
answer all team members question.
Contact made online
Speed mentoring In this group meeting should be
conducted in an hour with mentor
in order to resolve issues (Ulmer,
Sellnow,. and Seeger, 2017).
Face to face meeting
Group mentoring Group meeting can be conducted
with team members every month.
Through conference
9. Knowledge management strategy
Knowledge management strategy is known as the plan which describe the way through which information
can be managed and knowledge for the benefits of the firm and employees. Some knowledge
management strategies are essential for the success of knowledge management initiatives. In order to
continuous improvement it is essential to ensure that employees are aware of each and every process
which is covered in knowledge management process (Evans, Hearn, and Ivey, 2017).
10. CI Register
Develop a continuous improvement register template for your CI project. Include the register
below or attach in separate file with your submission.
Note: if you develop the process in a separate file, attach it with your submission with the tile:
BSBMGT516_T1_CI Register template_Your Name
T ASK 2- M ONITOR AN D ADJUST P ERFORM ANCE STR AT EGIE S
1. Monitoring
 Four strategies that can be used for monitoring operational progress
 Engaging employees: All the employees can be engaged on the work through providing a set of roles and
responsibility. It is easier for employees to get information related to work and measure it in an effective
manner (Arnold and Boggs, 2015). Along with this regular checking all the activities will help in
understanding the issues and modifying it as per the requirement. It is essential to keep all the activities
within the parameters of the provided goals and objectives
2. Communication

All the strategies can be communicated in different manner such as through email, message, conference
meeting etc. It is essential for the firm to ensure that message which is deliver to customers should be
clear so that no confusion create working on continuous improvement project (Ko, Han and Lee, M.,
2017). All the improvement should be communicated to the team member and documented in future
planning. The communication skill can be help in developing a strong relationship with senior employees
and management.
T ASK 3- M AN AGE OPPORTUNITIES FOR FURTHER IM PROVEM ENTS
Communication
Identify and describe processes to ensure that team members are informed of outcomes of
continuous improvement efforts. (Min. 150 words)
1. Communication process sample
Develop one of the processes (high level) identified in question 1 and include it below:
2. Team performance process
Identify and describe at least 2 processes that include recording of work team performance to
assist in identifying further opportunities for improvements.
3. Team performance template
Create and include a template, based on one the processes described in question 3, to
recor/identify team performance below:
4. Further improvements
Based on your CI project and your discussion in this assessment document, what areas have you
identified for further improvement in the organisation? (Min. 150 words)

Unit Code BSBMGT516
Unit Name Facilitate Continuous
Improvement
Assessment Code T2 Due Date See Training Schedule
Student Name Panagiotis Christofi Student ID LON00004TD
Declaration of authenticity
I, the above named student, confirm that by submitting, or causing the attached project (and any
additional attachment associated with it) to be submitted, to Lonsdale Institute Pty Ltd, I have not
plagiarised any other person’s work in this project and except where appropriately acknowledged, this
project is my own work, has been expressed in my own words, and has not previously been submitted for
assessment.
I do understand and accept the consequences of academic misconduct according to Lonsdale’s Policies
and Procedures.

This assessment is a questionnaire (with a mix of objective and subjective questions).
Research the topics and terms mentioned in the questions below and answer all questions in your own
words.
QUESTIONNAIRE
1. Outline how organisational systems and procedures can support effective
continuous improvement. (Min. 150 words)
Organisational system and procedure can help in supporting effective continuous improvement. In the
organisation entire process should be carried out in such a manner that all follow its strictly.
Continuous improvement is an important part of strategic management system with the aim of making
sure that customer services can be improved. As per the organisational structure employees should
be permitted to directly communicate with management so that their problems and issues can be
solved on time. Further, proper mentoring and coaching should be provided to employees so that
they can learn about systematic process related to the organisational process. At the time within the
firm when continuous improvement opportunity is identified then it is essential to follow process.
Providing feedback which can be verbal or written and recommend to senior management for making
improvement. In order to support the improvement system at the workplace, employee’s can be
engaged in decision making process where they can provide new innovative ideas related to the
continuous improvement.
2. Discuss how continuous improvement systems and processes relate to other business
systems and requirements. (Discuss knowledge management, quality, performance
management, sustainability and any other business systems and requirements that
you can think of in that context) (Min. 150 words)
Continuous improvement system can be related to the other business system and requirements. Through the help
of continuous improvement system firm can gather information related to the area in which improvement is
required. Along with this, there are various strategies which can be adopted as because they are proven to be
effective that are as follows:
 Plan do check act: It is a four-step quality model which emphasize on continuous improvement through
following the four steps that are plan, do, check and act.
 Lean: Lean basically focus on preserving quality with less risk. One of the main benefit of lean is that it
includes a boost in employee’s morale and overall improved customer satisfaction (Quirke, 2017).

 Total quality management: It is known as type of continuous improvement strategy which is started out in
the manufacturing sector. It helps in making improvement in the products so that all the products can be
delivered to customers on time.
3. Reflect on a past work experience and describe an instance where continuous
improvement was applied. (Min 100)
Past work experience related to the continuous improvement. While working in the firm I analysed that products
which are delivered to customers are damaged due to which sales of product were getting affected. At this stage,
in order to make improvement firstly I gathered information related to the process due to which product is getting
affected. I collected feedback from employees and analyse the area at which improvement is required. Apart from
this, all the information which is gathered is presented in front of the different stakeholders. It helps in making
effective decision related to the improvement in the product.