Developing Continuous Improvement Strategies for ABC Company Project

This project presents a comprehensive continuous improvement plan for ABC Company, addressing issues such as increasing customer complaints, high staff turnover, inadequate technology, and a diverse customer base. The plan encompasses strategies to encourage team member participation in decision-making, communication of improvement strategies to stakeholders, and a detailed plan for the CEO, including recommendations for resolving observed issues, mentoring/coaching processes, and operational progress monitoring. The project also includes a response to the CEO's feedback on capturing and sharing insights, along with recommendations for future improvement areas within the organization, such as grievance redressal and quality and maintenance departments. The plan emphasizes the importance of continuous feedback, communication, and a focus on sustainable practices to enhance long-term productivity and employee development.

Questioning Assessment
Candidate Instructions
You will complete questions for purposes of formal assessment
as per the questions outlined in the questioning record below,
and any additional probing or clarification questions required by
the assessor.
The Knowledge Activity is designed to confirm your competency
for all the required knowledge in the unit of competency.
Task Details
There is no restriction on the length of the question responses,
or time restriction in completing the assessment.
It is anticipated that the assessment will take approximately 6
hours to complete.
The assessment may be re-attempted on two further occasions
(maximum three attempts in total). All assessments must be
resubmitted 3 days within receiving your unsatisfactory grade.
You must clearly indicate “Re-submission” on your resubmitted
work.
You must complete all questions unassisted by the assessor or
other personnel but may refer to reference material as may be
needed.
All questions must be answered satisfactorily for the assessment
to be completed satisfactorily.
For any assessment conducted that is incomplete, or without
satisfactory performance, the assessment will need to be
completed again after further training support. This may be
simply to focus on question areas not achieved in the prior
assessment.
Evidence to be collected
Answer the activity in as much detail as possible, considering
your organizational requirements.
In undertaking this assessment task, you as the candidate are
providing consent for your work to be reviewed for the purposes
of formal assessment in the unit(s) of competency. If you have
concern regarding this permission, please discuss this with your
assessor prior to undertaking the task.

Objective To provide you with an opportunity to show you have the required knowledge
for this unit.
Candidate Declaration
Candidate name:
Trainer’s name:
Date:
Assessment declaration: I declare that no part of this assessment has been copied from another
person’s work, except where clearly noted on documents or work submitted.
I declare that no part of this assessment has been written for me by another
person. I understand that plagiarism is a serious offence that may lead to
disciplinary action.
Candidate signature:
Your trainer and assessor will be grading your work and provide you with
constructive feedback on the Learning Management system.

Task 2 – Performance and Skills Assessment
General instructions
This is a written assessment task that requires you to develop strategies
to support a continuous improvement culture in the organisation.
Choose one of the scenarios and topics below and complete all the
questions and tasks.
Scenario A: You are a project manager that has been hired by company ABC to lead and
manage a continuous improvement project in the customer service area of the business.
The level of complaints from customers is increasing, there is a high turnover of staff, the
technology in the customer service area is inadequate to serve the increased number of
clients and the customer base has now grown to encompass clients from different cultural
background. Your project team comprises of the 4 customer officers working in the
customer service department and their team leader, none of them has worked in the
company longer than 6 months.
Scenario B: You are the manager of the administration department in a small manufacturing
company that is fast growing. Your team performs different tasks such as accounting
(including payroll), liaison with suppliers and clients to resolve complaints, HR tasks such as
recruitment and employee relationship management and any other administrative tasks
that other departments (logistics, manufacturing operations, and marketing) cannot
perform due to the increased workload. Your team comprises of 5 administrators who are
overworked, stressed and demotivated. They have been with the company since day one
and, although they constantly complain about the work, they are averse to change and
improvement.
1. Develop a strategy to encourage team members to participate in decision making
processes, assume responsibilities and take initiative for resolving the issues outlined in
the scenario. In your strategy, include:
 3 things that you can implement
Enhance motivation level: Positive reinforcement involve monetary and
non monetary benefits like allocation of rewards which is considered as an
effective strategy in terms to engage the team member of ABC limited.
Based on the innovative solution and effective decision making process the

manager of company can allot benefits.
Form committees to increase commitments: The manager of an
organisation can set committees of team members that through
brainstorming and group discussion reach out to a solution
Effective communication: The manager needs to frequently communicate with team members as it
enhances their morale and encourage them to take cation.
 When and how often you would implement them
To enhance the performance of ABC company and lower down turnover
rate, all these strategies needs to be immediately implemented in order to
revive the position of company. Along with that strategies needs to be
implemented on the frequent basis like the team leaders needs to be
constantly motivated. This encourage them as well as employees to take
suitable action and help to effectively meet the collective target within
stipulated time period.
 How you will inform team members of the outcomes of the continuous improvement efforts.
On the basis of formal communication such as face to face interaction ,
email method, meetings and use of financial report the team members can
gain the information about their continuous improvement effort.
2. Describe how you will communicate the continuous improvement strategies and
outcomes to stakeholders.
a) List at least 3 stakeholders
b) Describe the communication process for each stakeholder
c) Describe how you will monitor and improve the communication strategy
Stakeholder Communication
Stakeholders Communication Process
Team leader Formal meetings, forum, electronic devices like

email and video conferencing
Investor Financial statement
Customer Electronic devices, reports and newsletter
Monitoring and Improvement Strategy  Conduct cyclic audits to
review the performance of
overall staff and team
member.
 Set feasible target and
motivate the workforce to
attain them effectively.
 Invite constructive feedback
and suggestion from
stakeholders.
3. Prepare a plan for the attention of the CEO of the company outlining the issues that
have been observed, how would you propose to resolve them and develop a set of
strategies to build a culture of continuous improvement in the organisation/department.
The plan must address all the following points:
a) An overview of the issues that have been observed
Certain issues that affect the functioning of ABC limited includes ineffective
technology to handle the grievance of customer which leads to dissonance.
Additionally, the company is not able to formulate effective relationship with internal
staff so due to lack of group and development opportunity there is a rise in turnover
rate of staff.
b) Recommendations on the continuous improvement intervention to be undertaken to resolve
the issues.
The company should build effective channel in order to directly handle the
queries of customer for which they can hire potential staff in order that
enhance the overall performance. Moreover, they should motivate
employees to maximise their potential and carry out task significantly.

c) For each recommendation, outline how the continuous improvement intervention meets
sustainability requirements
Enriching the relationship with customer assist company to continuously
bring innovation which maximise long term productivity as well as
profitably. On other side due to the immense growth and development
opportunity employees perform role to gain sustainable performance.
d) Develop two detailed mentoring and / or coaching processes to ensure that employees can
implement the recommendations and support the organisation’s continuous improvement
processes
Mentoring and coaching is the progressive system that helps the modern
organisation to review the performance of different area such as human
resource, operations, technology. On the basis of this process the team
leader of ABC should overview the performance of their staff and direct
them the suitable method to conduct task.
e) The systems and process you will use to monitor operational progress and identify further
improvement opportunities.
Cross project learning is the desirable way to share desirable information
amongst staff member that keep them updated regarding task. Along with
that the role of expert directories helps to gain the deep insight regarding
the topic and leads to attain better performance.
f) A process to record work team performance to assist in identifying further opportunities for
improvement
On the basis of existing record and deviation in actual and standard performance the team member

can improve their performance and build strategy in terms to bring desirable implemented.
4. The CEO has positively responded to your plan with the following.
“Thank you for the detailed plan. I love it and believe it will resolve the
issues and establish a great platform for continued improvement. I
want this to be an example to the rest of the organisation. How can we
capture and share the insight from your experiences with the rest of
the organisation?”
Provide a written response to the CEO using the email template below.
In your email, include at least 5 ways the insights and experiences can
be shared
To:
Cc:
Subject:
Dear CEO,
this to inform you that the five ways through which
insights as well as experiences can be shared includes
feedbacks, social media, designing office spaces, casual
meetings and on boarding methods. Through all these,
all the insights and experiences are shared effectively
within the organisation.
Thanks and regards,
ABC Limited.
5. List 3 other areas in the organisation that you would recommend as the next areas for further
improvement, once this continuous improvement plan has been implemented and is successful.
The next recommended areas for further improvement includes grievance
redressal, quality and maintenance department will be improved after
implementing the current plan successfully.

End of Assessment.
Congratulations, you have completed this assessment task.
Please ensure all questions are answered and upload the following:
 This completed workbook