Implementing Continuous Improvement Strategies at E-OfficeWorx

This report provides a comprehensive overview of a continuous improvement plan implemented at E-OfficeWorx. It begins with an introduction to continuous improvement, emphasizing its importance in enhancing products, processes, and services, and improving quality and customer satisfaction. The report then delves into the key elements of a formal continuous improvement system, including maturity-based transformation and functional integration. It explores the role of the Plan-Do-Check-Act (PDCA) cycle, the use of brainstorming, and areas in business that require monitoring. Furthermore, the report discusses the relationship between performance management and continuous improvement, the key phases of change management, and the significance of customer service standards. Task 1 provides a detailed analysis of the key elements and importance of continuous improvement. Task 2 focuses on the preparation of coaching sessions. Task 3 includes a customer questionnaire, email to the manager, and a customer feedback report. Task 4 covers training and information sessions, mentoring plans, and a customer service training report. The report concludes with a summary of the findings and references.

Implement continuous
improvement

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1) Key elements of a formal continuous improvement system...................................................1
2) Role of Plan, Do, Check, Act Cycle for continuous improvement.........................................1
3) How brainstorming can be used for continuous improvement...............................................2
4) Areas in business needs monitoring for continuous improvement.........................................2
5) Importance of continuous improvement as a part of quality management.............................2
6) Relationship between performance management and continuous improvement....................3
7) Key phase of a change management process..........................................................................3
8) Customer service standards and their importance..................................................................3
9) Importance of measuring service standards............................................................................4
10) Tools to measure service quality..........................................................................................4
TASK 2............................................................................................................................................4
1) Preparation of Coaching session with staff.............................................................................4
2) Coaching session.....................................................................................................................5
TASK 3............................................................................................................................................5
1) Customer Questionnaire.........................................................................................................5
2) E-mail to manager...................................................................................................................6
3) Consumer Feedback Report....................................................................................................6
4) E-mail to manager...................................................................................................................6
TASK 4............................................................................................................................................7
1) Preparation of Training and information session....................................................................7
2) Conduct a Training and information session..........................................................................7
3) Meeting With Assessor...........................................................................................................8
4) Mentoring plan........................................................................................................................8
5) Customer service training report.............................................................................................9
6) E-mail to assessor..................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Continuous improvement is an on going effort that helps to improve products, processes
or service by reducing waste or increasing quality. Continuous efforts drive a competitive
advantage for organisations that get it right but and it is a complex task to achieve continuous
improvement in an organisation. To implement continuous improvement small and manageable
improvements are considered and organisation must be always open to receive feedback so that
area of improvement can be identified (Continuous Improvement, 2019). Continuous assessment
of the results will help in minimising the variations among the present results from desired
results. In this project detailed information is provided regarding continuous improvident plan
and its implication stages.
TASK 1
1) Key elements of a formal continuous improvement system
Components of continuous improvement system are maturity based transformation and
functional integration.
Maturity based transformation: There is no fix approach to changing an organisational
culture. Engaging all employees, developing their skills and competencies to effect process
improvident helps in adopting changes with time. Maturity based management system provides a
road execution map and helps in finding where the improvement level stands.
Functional integration: As per this principal an organisation should be designed around
processes, products and customers (Bernhardt, 2017). This system derives process based
approach and prevent possible sub-optimisation of functional improvement approach.
2) Role of Plan, Do, Check, Act Cycle for continuous improvement
PDCA is a repetitive approach that helps in finding solutions for an issue and improve
them through a waste-reducing cycle.
Plan: At this stage scope of improvement is identified and a planning is prepared
regarding how improvement will be introduced in all the business activities.
Do: At this stage planes will turn in actual conditions and all the effective measures will
taken so that improvement can be positively implemented among organisational structure.
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Check: At this stage records will be taken to measure how effectively a plan is
implemented in organisation. Variations in actual and planned is identified with reasons for such
variations.
Act: In the last stage activities will be done to minimise gape between actual results and
desired results.
3) How brainstorming can be used for continuous improvement
Brainstorming involves the sharing of ideas in order to improve a system, workplace or
other function that leads to increase revenue or higher morale (Berrahal and Marghoubi, 2016).
When brainstorming is some with staff then it leads to generation of a effective workforce with
high amount of motivation. When employees are rewarded for their contribution to save money
of organisation it motivates them and make them effective to take changes in positive manner.
Brainstorming with employees helps in implementing improvement programmes as employees
are free to provide their ideas regarding how a new system can be implemented in businesses.
4) Areas in business needs monitoring for continuous improvement
Areas that requires monitoring and coaching in business for continuous improvement are
as-
Human resource: HR department plays important role for appointing and retaining
effective workforce at business place. To support continuous improvement human resources
needs to be maintained appropriately as they are the one who needs to support improvement.
Marketing: Marketing helps businesses to find current marketing situations and
requirement of new policies that will help in sustaining business in long run. Continuous
improvement is achieved through monitoring marketing activities.
Finance department: Finances are important for an organisation to survive and
monitoring finance department helps in implementing all the policies required for improvement.
5) Importance of continuous improvement as a part of quality management
Role played by continuous improvement is one of the most important principal in quality
management strategy that enables a core goal for all improvement practices within the
organisation (Berrahal and Marghoubi, 2016). Continuous improvement is implemented at every
level of organisation through which more effective processes are introduced at each level.
Application of improvement across the organisation ensure that principles are carried out across
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all the levels of the organisation. Adopting new and more effective methods for performing
activities in an organisation through continuous improvement also enhances quality of goods and
services.
6) Relationship between performance management and continuous improvement
Continuous improvement and performance management are related as through
performance management it is ensured that all set of activities and outputs meets an
organisations goals in an effective and efficient manner. Performance management focus on the
performance of an organisation, department, employee. When continuous improvement is
introduced in business through performance management its effective implication is ensured.
Together with this all the activities in performance improvement is monitored through
performance management and improvement steps are taken (Hirzel, Leyer and Moormann,
2017).
7) Key phase of a change management process
The process of change management allows an organisation to deal with both the human
and technical side of change. When a change is implemented three phases are designed:
preparation, management and reinforcement. Management phase is key of the change
management process as effective management will help in implication of changes throughout the
organisation in most smooth manner. At this phase changes are managed through planes and
actions are taken to introduce these planes in business for receiving best results.
8) Customer service standards and their importance
Customer service standards are the rules or guidelines that provides a system and shapes
the customer's relationship with the business at every step throughout the customer experience.
These standards are important to empower customer service employees to resolve complaints,
problems and questions as quick and satisfactorily as possible for both company and customer.
Strong customer service standards can help a company to retain their loyal consumers and in
long run positive effect will be recorded in profitability of company. A good relation will be
established among business and its consumers that will helps in gaining market share and
business objective for survival in long run is achieved smoothly.
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9) Importance of measuring service standards
Measuring service standards in present helps in building a future in which more satisfied
consumers are available with company. Measuring service standards helps companies to identify
level of satisfaction that consumers enjoys with products and service offered to them. This
technique provides a powerful insights to consumers personal experience and focus on fulfilling
expectations. Measuring service standards helps in identifying variations and reasons for the
same. A effective plan is designed to minimise the gap and enhance consumers experience
(Lodgaard and Johannessen, 2018).
10) Tools to measure service quality
Servqual: This is the most common method used for measuring quality of service. A
survey is conducted that provides consumers a chance to express their opinion and businesses are
available with the data regarding quality of their service.
Post service rating: This is a practice in which consumers are asked to rate service after
receiving their demanded service.
Follow-up survey: Consumers are asked to rate service through mails, messages or vie
google ratting. Time and space is provided to consumers to properly rate services.
In-App survey: In this method questions regarding quality of services are asked when
consumers are visiting website or app of the business.
TASK 2
1) Preparation of Coaching session with staff
E- OfficeWorx is one of the renowned for serving range of office equipment. Business
environment is becoming challenging day by day and it is high time for us to work together to
implement continuous improvement policies in the organisation. Each of us will play a important
part towards continuous improvement plan. Improvement is required at each level as managers
needs to improve their managerial style so that more efficient team is formed. Employees at
warehouse needs to improve their efficiency to meet orders on time and maintain proper records.
Administration activity needs to improve to monitor all the activities are performed on time.
Consumers are most important and staff looking after consumer services needs to implement
improvement to enhance consumers experience. Importance of organisation structure needs to be
understand by all of us to make best results.
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2) Coaching session
Good morning to all as a new team leader for consumer service I am here to discuss
regarding continuous improvement policy of our company. Continuous improvement provides a
scope for enhancing quality of service provided at each level. As a manager a improvement
needs to be make to guide a team in better manner and to handle employees by motivating them
towards work. It will be beneficial for consumer service department to take feedback of
consumers regarding services provided (Machado and Manupati, 2019). A chance to identify
loop hole will be their and scope of improvement is also identified. Employees working at
warehouse are quite efficient and through improvement of their process of working large
consumer base can be created by providing services.
TASK 3
1) Customer Questionnaire
Question Poor (1-2) Fair (3-4) Good (5-6) Very Good
(7-8)
Excellent
(9-10)
Do your phone calls for query
are attended properly ?
✔
Is order for goods are made
on time ?
✔
Do goods provided are of
good quality ?
✔
Do your suggestions are
recorded for improvement ?
✔
Do your queries are resolved
on time ?
✔
Do variety of services and
goods are enough ?
✔
Do product served meets all ✔
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your expectations ?
Do price charged reflects
value for money for all the
products served ?
✔
2) E-mail to manager
To: manager E- [e-mail]
From: [e-mail]
Subject: Details of the survey
Dear Sir/Ma'am
Goals and objectives of the organisation are quite clear for achieving maximum customer
satisfaction. For this a survey is conducted which involves a questionnaire and results of this
reflects level of consumer satisfaction.
Please find the attachment of questionnaire with the mail
Thank You and Regards,
Consumer Service Team Leader
3) Consumer Feedback Report
Feedback that is received through questionnaire provides information that consumers are
quite satisfied with the services offered to them and a little improvement is required in variety of
services. Price charged must be analysed with other products available in market to provide
goods that value money charged.
The issue which is considered as per survey is regarding variety of goods that are offered
to consumers. This is because organisation has started few years back and taking slow steps to
serve variety (McLean and Antony, 2017).
This problem will be resolved through introducing continuous improvement programs for
at every stage of business.
KIP's that will help in measuring changes is profitability of company, number of satisfied
consumers and market share acquired through business practices.
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4) E-mail to manager
To: manager E- [e-mail]
From: [e-mail]
Subject: Customer service strategies
Dear Sir/Ma'am
As consumer satisfaction is one of the primary concern of organisation customer service
strategies are identified for business. Best suitable strategies as per information received
through Questionnaire are personalizing the experience, optimising quality assurance and
optimizing agent training are recommended.
Please find the attachment that reflects results of these strategies.
Thank You and Regards,
Consumer Service Team Leader
TASK 4
1) Preparation of Training and information session
Good morning to all of you. First off all, I would like to thanks to all of you to attend the
meeting. With the help of your efforts and support, the company would be able to create a huge
satisfied customer base. Today I am here to communicate your roles so that you can improve
your efficiency and serve the best to the customers. At the last I would like to thanks again for
efforts which make the organization superior (Yang, Lee and Cheng, 2016). Please give a big
hand for all of you.
2) Conduct a Training and information session
Welcome everyone, as you all know that we have gathered to discuss about the goals of
the organization and also your roles and responsibilities to get the success. The company is a
customer oriented company and want to deliver best customer experience hence it expect from
all of you as a customer service executive to provide maximum customer satisfaction. With the
help of interpersonal skills, the representatives are supposed to enhance their efficiency and
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overall performance of the company as well. After demonstrating all your responsibilities and
roles, I would like to solve all your quires.
3) Meeting With Assessor
After completing the training session, I need to meet with Alice to provide guidance and
prepare a proper plan to train her as my assessor. I would like to know about the experience that
she has gain till the date on the current profile of customer relation executive. An assessment of
her communication skills and confidence is necessary for which it is significant to analyse her
speaking tone, language, understanding of questions and active listing skills. In order to give her
proper training, it is essential to find out in which part she needs to learn more. After analysing
her competencies and listening her problems, I will decide the goals and provide meeting
schedule to train her.
4) Mentoring plan
Mentor name:
Mentee name: Alice
Practical steps to
achieve goals
Goal
1 Improve sales and gain customers
2 Solve customer problems
3 Control the cost by keeping calls shorter
4 Decrease the number of repetitive customers
5 Have at least 90% score in representative tasks
Meeting schedule
for upcoming six
months and
summary of what
is to be covered:
Meeting Plan from March to August:
First meeting: 16th March (To cover 3rd goal)
Second meeting: 01st May (To cover 2nd goal)
Third Meeting: 30th June (To cover 4th goal)
Fourth Meeting: 27th July (To cover 1st goal)
Fifth Meeting: 30th August (To cover 5th goal)
Signature of
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Mentee:
Signature of
Mentor:
Date:
5) Customer service training report
Reactions of team members- When information regarding level of consumer satisfaction
and areas in which consumers requires improvement leads team to generate a motivation through
which consumers will be provided best goods.
Effectiveness- A session with team for discussing the key areas that will be undertaken to
enhance performance and related issues they may face while working to achieve them. This
conversation will resolve all their conflicts and motivate them towards achievement of goals.
This will help in attainment of business plan goals (Yang, Li and Shi, 2016).
Opportunities: Identifying effectiveness will help in providing different opportunities for
future growth.
6) E-mail to assessor
To: manager E- [e-mail]
From: [e-mail]
Subject: Monitoring report and Customer service training report
Dear Sir/Ma'am
This mail is to provide you with the results of mentoring plan and customer service training
report. All the information received form results through mentoring a plan are attached with the
mail. Consumer service training report that describes details of training is attached with the
mail.
Please find the attachment that reflects results of these strategies.
Thank You and Regards,
Consumer Service Team Leader
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CONCLUSION
From the above project report it has been concluded that continuous improvement is
important for enhancing quality of service provided in businesses. This helps in improving and
increasing productivity through minimising wastage of available resources. Quality of services is
enhanced by adopting most favourable process this will ultimately results in lowering cost of
producing goods and services. Employees satisfaction level will be improved as continuous
growth opportunity will help them in carrier growth and development.
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REFERENCES
Books and Journals
Bernhardt, V. L., 2017. Data analysis for continuous school improvement. Routledge.
Berrahal, W. and Marghoubi, R., 2016, March. Lean continuous improvement to information
technology service management implementation: Projection of ITIL framwork. In 2016
International Conference on Information Technology for Organizations Development
(IT4OD) (pp. 1-6). IEEE.
Berrahal, W. and Marghoubi, R., 2016, March. Lean continuous improvement to information
technology service management implementation: Projection of ITIL framwork. In 2016
International Conference on Information Technology for Organizations Development
(IT4OD) (pp. 1-6). IEEE.
Hirzel, A. K., Leyer, M. and Moormann, J., 2017. The role of employee empowerment in the
implementation of continuous improvement: Evidence from a case study of a financial
services provider. International Journal of Operations & Production Management.
37(10). pp.1563-1579.
Lodgaard, E. and Johannessen, L. P., 2018, September. Shop Floor Teams and Motivating
Factors for Continuous Improvement. In International Workshop of Advanced
Manufacturing and Automation (pp. 467-474). Springer, Singapore.
Machado, J. and Manupati, V. K., 2019. Tools Implementation in Management of Continuous
Improvement Processes. Advances in Manufacturing II: Volume 2-Production
Engineering and Management, p.348.
McLean, R. S. and Antony, J., 2017. A conceptual continuous improvement implementation
framework for UK manufacturing companies. International Journal of Quality &
Reliability Management. 34(7). pp.1015-1033.
Yang, Y., Lee, P. K. and Cheng, T. C. E., 2016. Continuous improvement competence, employee
creativity, and new service development performance: A frontline employee
perspective. International Journal of Production Economics. 171. pp.275-288.
Yang, Y., Li, Z. and Shi, L., 2016, July. Continuous improvement actions: Moderating effects of
the consciousness of employees. In 2016 International Conference on Industrial
Economics System and Industrial Security Engineering (IEIS) (pp. 1-5). IEEE.
Online
Continuous Improvement. 2019. [Online]. Available through:
<https://www.planview.com/resources/articles/what-is-continuous-improvement/>
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