University Assignment: Continuous Improvement Implementation

This report provides a comprehensive analysis of implementing continuous improvement strategies within a retail environment. The report explores the benefits and challenges associated with integrating Customer Relationship Management (CRM) and Point of Sale (POS) systems. It delves into the perspectives of a team leader, outlining methods for mentoring, coaching, and fostering transparent communication to ensure successful system adoption. The report also addresses change management, including strategies for addressing employee resistance and monitoring progress through regular feedback and evaluation. The report highlights the importance of CRM in enhancing marketing efforts and tracking customer interactions, while also emphasizing the role of POS systems in improving stock control and operational efficiency. Finally, the report emphasizes the importance of feedback and practical demonstrations to ensure staff understanding and effective system utilization. The report includes references to relevant academic sources.

Running head: IMPLEMENT CONTINUOUS IMPROVEMENT
Implement continuous improvement
Name of the Student:
Name of the University:
Author Note:

2IMPLEMENT CONTINUOUS IMPROVEMENT
Table of Contents
Part 1................................................................................................................................................2
Question 1........................................................................................................................................2
Question 2........................................................................................................................................2
Question 3........................................................................................................................................3
Part 2................................................................................................................................................3
Question 1........................................................................................................................................3
Question 2........................................................................................................................................3
Question 3........................................................................................................................................4
Question 4........................................................................................................................................4
Question 5........................................................................................................................................5
Question 6........................................................................................................................................5

3IMPLEMENT CONTINUOUS IMPROVEMENT
Part 1
Question 1
On conducting research on both the systems (Customer Relationship Management and
POS system), it was found out that CRM systems will help companies to manage as well as
analyze customer interactions and data throughout the customer lifecycle with a goal to bring
improvement and maintain relationships with the customers and assist in customer retention and
drive sale growth in the near future (Trainor et al., 2014). There are several benefits associated if
companies start implementing Point of Sale system in their operations as it will improve stock
control, there will be speedy checkout, fewer repairs as well as provides security and loyalty
cards to the customers.
Question 2
Both the systems, if implemented in this retail store will benefit all of us. And I would
like to personally talk about the benefits of both the systems one by one. By installing CRM
software, it will be easy for us to get access of customer information as well as can be
documented into a single CRM database where the business users can easily access the
information and manage quite efficiently without any issue (Rahimi & Kozak, 2017).
By implementing POS software, the retail store would be able to conduct operations with
increased efficiency. This software system help in creating detailed inventory reports as well as
allows the business to manage the inventory flow smoothly as well as efficiently (Khodakarami
& Chan, 2014).

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Question 3
As a team leader, I would use interactive session methods where I would mentor and
coach my team members by explaining the usage of both the new systems on how effective it is
to use CRM software and POS system in the retail store. There will be transparent
communication where all the team members will be free to share their opinions, views and
feedback so that there is no confusion about implementation of new systems (Hollensen, 2015).
Part 2
Question 1
Firstly, I would talk to that employee who is against both the newly introduced systems.
After that, I would clear that employees doubts and make him understand first that implementing
these new systems will make the job easier. I will further understand his viewpoint and provide a
solution to it. There will be transparent communication where I will give enough time to listen to
his grievances, viewpoint and queries. If I find that he is just over thinking or acting smart just to
hamper the smooth work in the retail store, then I would give him a chance to improve and make
him understand the importance of CRM and POS systems individually.
Question 2
I will monitor the progress on weekly basis where at the end of the week, I will review
each of the team members individually and take their feedback about the newly implementing
software system (CRM system and POS system). Improvements can be judged when there is

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positive outcome from the newly implemented systems as they are quite beneficial for this retail
store (Goetsch & Davis, 2014).
Question 3
By using CRM software, it will be easy to enhance the marketing efforts to customers at
various points in the lifecycle. The progress or improvements can be easily judged by the help of
CRM software (Choudhury & Harrigan, 2014). The system will help in tracking all the contacts
as well as follow-ups between both the sides.
Question 4
To start with, i would like to highlight upon the recently implemented systems and these
are Customer Relationship Management Systems and POS systems. After implementing this
system, I can guarantee that this retail store will enjoy increase in profits in next few years and
the work will be quite easy and comfortable for the employees. With the automated results, the
employees can now relax as they do not have to work manually in any of the activities or
operations after implementation of these new systems. I know change management or any
change in this retail store is not easy for you to accept but this is something that will benefit all of
us in long run. After implementing CRM system in this retail store, it will be easy to manage
relationship with the customers and this I feel will be best practice till date as we are here to
maintain cordial and long lasting relationship with our customers so that they come back to this
retail store for purchasing any products or services from us. It will even help in tracking
customer contact information as well as interactions that will support the business in every
possible ways. With the use of POS system, it will be easy to bring improvements in the stock

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control as it will help this retail store to manage the stock flow smoothly and efficiently at the
same time.
Question 5
I need some suggestions and feedback from you because I feel there is always a room for
further improvement in any changes that are implemented from our side. As a team, I am open to
all negative and positive feedback that should be genuine and help us to bring any kind of
changes in the near future. Any problem that is faced by you during understanding this concept
should be highlighted with instances that will make the whole purpose feasible and viable.
Question 6
After getting the feedback from the staff members, if I find out that they did not
understand the new system, then I need to report to my Senior Management. Personally, I found
both the new systems quite beneficial for this retail store. And for this, I will further try to
demonstrate practically the usage of these systems to the staff members so that they have visual
presentation in front of them and that can make them understand in an easy way.

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Reference List
Choudhury, M. M., & Harrigan, P. (2014). CRM to social CRM: the integration of new
technologies into customer relationship management. Journal of Strategic
Marketing, 22(2), 149-176.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Hollensen, S. (2015). Marketing management: A relationship approach. Pearson Education.
Khodakarami, F., & Chan, Y. E. (2014). Exploring the role of customer relationship management
(CRM) systems in customer knowledge creation. Information & Management, 51(1), 27-
42.
Rahimi, R., & Kozak, M. (2017). Impact of customer relationship management on customer
satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism
Marketing, 34(1), 40-51.
Trainor, K. J., Andzulis, J. M., Rapp, A., & Agnihotri, R. (2014). Social media technology usage
and customer relationship performance: A capabilities-based examination of social
CRM. Journal of Business Research, 67(6), 1201-1208.