Leadership & Management: Enhancing Performance at VTI Auto Workshop

This report discusses leadership and management strategies for continuous improvement within VTI Auto Workshop and Car Care Company. It covers employee engagement, responsibility, stakeholder communication, training methods, and monitoring processes using KPIs and the PDCA model....Read More

Running head: LEADERSHIP AND MANAGEMENT
Leadership and Management
Name of the Student
Name of the university
Author Note

1LEADERSHIP AND MANAGEMENT
Table of Contents
Task 1...............................................................................................................................................2
Part A...........................................................................................................................................2
Discussion about the continuous improvement process..........................................................2
Part B...........................................................................................................................................4
Identification of Organizational issues resulting in lower productivity..................................4
Continuous improvement techniques for sustainability requirements.....................................4
Continuous improvement strategies to address performance issues........................................5
Action Plan..............................................................................................................................5
Task 2...............................................................................................................................................6
Issues faced by the company...................................................................................................6
Group decision-making model................................................................................................6
Ways to provide defect-free service........................................................................................6
Data documentation and Presentation method to address various consumer complaints.......7
SIPOC Model for the Mentioned company.............................................................................7
Reference List..............................................................................................................................8

2LEADERSHIP AND MANAGEMENT
Task 1
Part A
Discussion about the continuous improvement process
A continuous improvement model can be defined as an effort given by a company to improve its
product services and processes. An effective continuous involves the following factors:
Employee engagement
In order to implement the continuous improvement model in the VTI Auto Workshop and Car
Care Company, effective employee engagement is highly crucial. The term, employee
engagement can be defined as the emotional commitment of the employee towards the
organization which helps the organization to achieve its goals. The employee engagement is low
due to lack of salary and inefficient work life balance.
Employee responsibility and initiative
The employee responsibility and initiative of the mentioned company needs to improve.
Considering the fact it is highly important for the mentioned automotive company to understand
the frequently changing requirements o the consumers, each employee of the VTI Auto
Workshop and Car Care Company needs to understand their responsibilities.
Stakeholders
Considering the fact that the mentioned organization is a startup company, the stakeholder
engagement is low. However, stakeholder engagement of the company is gradually increasing
due to effective communication of the company with the stakeholders.

3LEADERSHIP AND MANAGEMENT
Effective communication
As stated earlier, the communication between the stakeholders of the company that includes both
the employees and consumers is highly effective.
Training methods
Considering the fact that the needs of consumers who approach the company for repairing and
modifying their cars, The training methods used by the company includes modern training
techniques to meet the requirements of the consumers.
Monitoring the process
In order to monitor the process, Key performance indicator (KPI) has been implemented. This
tool has enabled the company to access, evaluate and plan strategies for further development of
the business.
Recognition of benefits of the organization
Some of the benefits of implementing continuous Improvement process in the mentioned
organization include:
 Increased Productivity
 Lowered Quality
 Decreased delivery times
 Reduced staff turnover rate
 Lowered Costs
Record keeping Procedures

4LEADERSHIP AND MANAGEMENT
Some of the record keeping tools used by the company so that the continuous engagement
process can be tracked include the income statement, account payable report, income statement
and accounts receivable ageing report.
Application of the PDCA model
In order to improve the quality as well as the effectiveness of the continuous improvement
process, a PDCA model has been implemented.
Part B
Identification of Organizational issues resulting in lower productivity
The VTI Auto workshop and care company is facing the following organizational issues
1. Considering the fact that model an features of modern vehicles are rapidly changing, the
employees of the mentioned company are facing issues due to lack of knowledge while
dealing with a completely unknown model of car. As a result, the overall productivity of
the company is decreasing.
2. To meet the monthly target, employees are compelled to work overtime. As a result, the
employee turnover rate has increased.
Continuous improvement techniques for sustainability requirements
In order to deal with the above mentioned issues, the PDCA model and the Six Sigma model will
be used. The six Sigma model will improve the performance of the employees (Lodgaard,
Gamme & Aasland, 2012). The PDCA model refers to :
Plan: Identification of the issues and planning for change

5LEADERSHIP AND MANAGEMENT
Do: Implementation of change
Check: Analysis of the data after the change and checking whether any significant difference has
been observed or not.
Act: If the change is successful, it will be implemented on a greater scale and the result will be
assessed on a constant basis.
Continuous improvement strategies to address performance issues
 In order to enhance the performance of the employees on the job training will be
provided.
 In order to measure and manage the performance of the employees the Six Sigma tool
will be implemented (Hutchins, 2016).
 Considering the fact that motivation plays a major role in improving the performances of
the employees, a reward system will be implemented. Employees who work overtime
will be provided with a bonus.
 In order to develop internal communication, the intranet will be used.
Action Plan
1-2 months 3 months 3 months 12 months
Plan 
Do 
Check 
Act 
Figure 1: Action plan of VTI Auto Workshop and Car Care Company
Source (Created by Author)

6LEADERSHIP AND MANAGEMENT
Task 2
Issues faced by the company
 Consumer complaints due to lack of cleanliness and deterioration in car condition
 Delayed vehicle service
 Lack of entertainment and refreshment for consumers
 Lack of maintenance of the workshop
 Lack of training of the employees
 Lack of consumer friendly behavior and appropriate reception etiquettes
 The absence of online booking system
Group decision-making model
Bill can implement the ‘Brainstorming' model to obtain suggestion from the employees as
well as the workshop owner. A round table conference can hold where all the issues will be
presented. Advice from the employees and the owner keeping in mind the financial capacity of
the business can be collected.
Ways to provide defect free service
 Professional training of modern car repairing technique will be provided to the workers.
Besides that, they will be trained to handle the cars with proper care while repairing
those.(Intra & Zahn, 2014).
 Both online and offline facilities for booking a car repair will be implemented.
 The workshop will be renovated in order to attract the consumers.

7LEADERSHIP AND MANAGEMENT
Data documentation and Presentation method to address various consumer complaints
Both offline and online documentation of consumer complaint should be implemented by Bill.
For online documentation, the consumers can fill up the complaint diary whenever he feels. For
online documentation, consumers will be able to post their complaints on the official website of
the Company.
SIPOC Model for the Mentioned company
S I P O C
Suppliers
 Automoti
ve parts
suppliers
Input
 Empl
oyee
s
Product
 Providing value service
to the consumers
 Ensuring the safety of
the cars
 Maintaining cleanliness
and hygiene
 Providing the
consumers with
entertainment while
waiting for the services
 Providing both online
and offline services to
the consumers
Individuals
who own
cars
Output
Fully
repaired
Cars

8LEADERSHIP AND MANAGEMENT
Reference List
Hutchins, D. (2016). Hoshin Kanri: the strategic approach to continuous improvement.
Routledge.
Intra, C., & Zahn, T. (2014). Transformation-waves–a brick for a powerful and holistic
continuous improvement process of a Lean production system. Procedia CIRP, 17, 582-
587.
Lodgaard, E., Gamme, I., & Aasland, K. E. (2012). Success factors for PDCA as continuous
improvement method in product development. In IFIP International Conference on
Advances in Production Management Systems, 645-652