E-Office Worx: Enhancing Operations with Continuous Improvement Tools

This report outlines a continuous improvement project for the organization E-Office Worx, focusing on the implementation of the PDCA (Plan-Do-Check-Act) cycle and flowcharts. The PDCA cycle is proposed as a formal system to ensure key deliverables are handled and product quality is maintained, aiding in the identification and resolution of concerns. Training customer service staff to handle complaints effectively is emphasized. Flowcharts are suggested to address customer complaints, improve resolution timeliness, and enhance staff goal setting. By mapping out processes and subprocesses, flowcharts can streamline operations and address challenges within E-Office Worx, particularly regarding product advice and delivery follow-ups. The report references academic sources to support the application of these continuous improvement tools.

TASK 2 – Continuous Improvement Project
TASK 2 – Continuous Improvement Project
Name:

TASK 2 – Continuous Improvement Project
Continuous Improvement Tools
Based on the Case study for organization E-Office Worx, the continuous improvement tools
that can be designed would include PCDA cycle and flow charts.
PCDA cycle – The tool can be deployed for the organization E-Office Worx as part of a
formal system to ensure that key deliverables are handled. It would also ensure that the
commitment to quality levels with respect to the products is ascertained (Anderson et al.,
2018; Morgan & Stewart, 2017; Jagusiak-Kocik, 2017). The PCDA cycle would aid in the
recognition of concerns that are faced by E-Office Worx and as to how the method linked to
four steps can be utilized in business to bring about continuous improvement with regards to
several processes.
The implemented model would help in the recognition of the change that is well expected
for the organization. It is also crucial that the change that is being recognized also needs to be
tested and the analysis of the results of the same being carried out. The action would stand to
be a crucial component linked to PDCA (Anderson et al., 2018; Morgan & Stewart, 2017;
Jagusiak-Kocik, 2017). The customer service staff operational at E-Office Worx need to be
trained and the several complaints that are received from their customers and the resolution of
same being well handled. The quality levels linked to the carrying of tasks and

TASK 2 – Continuous Improvement Project
responsibilities of employees can be well furnished with the implementation of Plan Do
Check Act.
The use of flow charts is crucial too and can be considered to be a tool for continuous
improvement for the organization E-Office Worx(Anderson et al., 2018; Morgan & Stewart,
2017; Jagusiak-Kocik, 2017). The flow charts can be prepared based on the recognition of
trend of customer complaints that the organization receives as against the resolution and the
timeliness involved in such a resolution taking place. The staff goal setting can be well
chalked with the use of flow chart. The flow chart would bring in enhancement of the current
process and determining as to if additional processes or tasks would need to form part of the
flow chart.
The customer service employees working at the organization are not in a position to provision
the product advice to customers. The deliveries need to be chased up over calls. In case the
organization is able to deploy the tool of flow chart as part of continuous improvement
technique, the same would be of great help (Anderson et al., 2018; Morgan & Stewart, 2017;
Jagusiak-Kocik, 2017). The issues faced by the customers in lieu of the operational customer
service executives can be streamlined with the changes brought in process. The flow chart
would carry the sequence of activities in form of processes and sub processes for the
enhancement in current process. It would serve to be a crucial tool in streamlining the
operations and concerns that pose to be a challenge for E-Office Worx.

TASK 2 – Continuous Improvement Project
References
Anderson, C. I., Basson, M. D., Ali, M., Davis, A. T., Osmer, R. L., McLeod, M. K., ... &
Chojnacki, K. A. (2018). Comprehensive Multicenter Graduate Surgical Education
Initiative Incorporating Entrustable Professional Activities, Continuous Quality
Improvement Cycles, and a Web-Based Platform to Enhance Teaching and Learning.
Journal of the American College of Surgeons.
Jagusiak-Kocik, M. (2017). PDCA cycle as a part of continuous improvement in the
production company-a case study. Production Engineering Archives, 14.
Morgan, S. D., & Stewart, A. C. (2017). Continuous Improvement of Team Assignments:
Using a Web‐Based Tool and the Plan‐Do‐Check‐Act Cycle in Design and Redesign.
Decision Sciences Journal of Innovative Education, 15(3), 303-324.