Change Plan Report: VU Assessment 5 - TLIP4002 and BSBMGT403 Units

This report presents a comprehensive change plan for a logistics company, addressing the need to improve customer service and adapt to industry changes. The report identifies the company's customer base, services, and a specific problem area: the need for better customer service transparency. It outlines a plan based on the PDCA cycle (Plan, Do, Check, Act) to address this, including steps like measuring current customer satisfaction, implementing a new complaints management system, setting clear goals, and establishing escalation paths. The plan also incorporates technological advancements, employee training, and changes in operational methods. Data from industry trends, regulations, and company policies are used to support the need for change. The report emphasizes the importance of continuous improvement and the integration of customer feedback to ensure the effectiveness of the proposed changes. The report also includes a discussion on the future trends in the transport sector and the need for companies like LF Transport to adapt to these changes, including digitalization, shifts in international trade, and changes in vehicle models.

Assessment Task 5 – TLIP4002 + BSBMGT403
Name:
Student Number:
Units: TLIP4002 Facilitate and capitalise on change in
the workplace &
BSBMGT403 Implement Continuous Improvement
Assessment: 5
Submission date: 25 August 2019
Facilitator Suzanne Crowe
Course Administrator Dave O’Flynn
Mob: [phone]
Email: [e-mail]
Submit by 25 August 2019
How Upload into VU Collaborate (VUC)
To be completed individually
All questions must be completed satisfactorily
References VUC learning material
Company / site policies and procedures
Internet research
Documents to submit Change Plan Report (using this document)
Assessment Task:
This Assessment is the final assessment task for two units:
TLIP4002 Facilitate and capitalise on change in the workplace, and
BSBMGT403 Implement continuous improvement
Drawing on the information you have learned from both units of study, this assessment task requires
you to identify a work-based problem area that could be improved, prepare the affected team(s) to

positively contribute to the change process, develop, test then measure a change plan, implement it,
then finally embed those successful changes through revision of affected procedures.
You are to agree with your manager on the selection of a work-based activity that needs improving.
The chosen activity should involve more than one person, and it should be a multi-task activity.
You will use your company’s continuous improvement methodology to implement your change plan. If
your company does not have such policy and procedures, you will use the method described in the
Deming Cycle (Plan Do Check Act, or PDCA). In applying either approach, you must answer all
questions contained in this assessment task.
The format of your submission is to follow these requirements:
 Use this document for the shape of your report, and then add the headings and questions from
the following page.
 You are to expand your report as you deem appropriate, so that you document each phase of
your change plan. Make this Change Report’s presentation as professional as you can.
 Include and upload any additional documents you need as supporting files. Ensure that their
filename is recorded as follows:
TLIP4002 BSBMGT403 Assessment Task 5__”your name”.docx (where you replace “your
name” with your name)

INTRODUCTION
1. In this section you are to describe your organisation, and the following key points:
 A general description of your company
 Its customer base, and the products / services that it provides
 The work-based problem area that has been chosen to be improved
 Explain how this problem area affects the company’s customers
 Describe why this problem was selected.
We’re a logistics company offering custom solutions to your specific supply chain challenge. Benefit
from our decades of proven experience in such logistically demanding industries. We’re the logistics
company that’s ALL IN for you.
LFT Trucking serves the needs of customers in metro & country Victoria our fleet includes but is not
limited to:
- 2 pallet trays
- 12, 14 & 16plt taut-liners
- Prime movers
- Semi trailers
- Tailgate loaders
Improved Customer Service. Customers want full transparency into where their delivery is at all times.
As customer expectations have increased, their willingness to pay for fast shipping has decreased
with just about 64 percent of consumers unwilling to pay anything extra. Nowadays, logistics solutions
must be tailored to each customer. Full transparency of orders, visibility from raw material stage to final goods sale,
and reverse logistics have almost become standard for some companies. With too many variables in global logistics
and many different parties getting involved, keeping above level of service might be challenging at times.
Customer services is ever evolving and not only in logistics, as a small company we need to do the
little things better than our competition and improve on customer satisfaction.
PLAN
All organisations have a process that controls how change is planned, executed, documented and
communicated. In the VUC unit library you will find an example of company policy and procedures,
noting that they can vary widely in design and content!
2. You are to name your company’s policy and procedure that control implementation of change or
continuous improvement, and attach a copy of the front page of each document to this report. If
your company does not have a written policy or procedure, describe in detail how you will apply
the PDCA process to resolve the problem that you and your manager have chosen to fix.
(Develop a leadership program for customer service representatives; recognise customer service
representatives with superior results as team leaders. Ask that they mentor new employees.
Reward them with a quarterly leadership bonus; identify 2 new leaders each quarter based on
performance. Reduce new employee turnover.)

(assign two people from each business unit to be customer advocates who represent customers
as opposed to the company)
What is the problem with my current complaints management system?
What are the limitations of my current system?
Are we open enough to receive customer complaints?
Do we have a well-defined policy on how to handle customer complaints?
Do: It is important that before you start implementing your new complaints management process,
you measure, from a customer’s perspective, the satisfaction rating with how things currently are.
How do we know if our investments have paid off if we do not know where we were before? Once
you have your plan and customer rating in place, the next step is implementation. What is also
important with implementing a new complaints system is setting clear and measurable goals as to
what you intend for the system to achieve. Any team in charge of this implementation must wholly
believe in the project, as it is critical to its success.
Clearly define all the necessary information to be collected from customers when they make
complaints. Collecting information about the customer is just important as collecting information
about the complaint being made. This information must be circulated across all your customer
interaction points and must become a standard operating procedure. The death of any customer
analysis process is disjointed or incomplete data.
Develop and communicate internally and externally a complaints handling policy. Whilst this
policy would ensure all staff are aware of managements drive to improve the complaints
resolution process, it would also allow customers know what to expect from your organization with
regards to handling their complaints. There are loads of complaints handling policies online that
organizations can find and adapt to suit their environments. Set thresholds for complaints
received per category. Clearly define a process that would be activated once a threshold is met.
Define clear escalation paths for customers unsatisfied with resolutions provided to their
complaints.
Check: now is the time to check if any improvements have been made.
 First, you must set a time frame to constantly review results from your complaints handling
process.
 Continually survey customers that have interacted with your complaints handling process to
sample opinion from a customer’s perspective on its effectiveness. Surveys are great ways of
getting feedback; however, it is also important not to limit your surveys to only one type of
respondent. Continuously seek multiple channels to listen to customer feedback via emails,
phone calls, customer engagement sessions, in-app surveys, etc.
 Institutionalize performance reviews for staff in your complaints chain. Reviews should not only
focus on adherence to set turnaround times but also quality of investigation and resolution
provided to customers. Staff should also earn points for updating knowledge base with results
from effective root cause analysis.
ACT /ADJUST: Use the results from your "Check" stage to improve your process. If customer feedback shows
dissatisfaction with a particular aspect of your complaints process, focus on it and come up with strategies to
improve it. Ask a few customers what they would like to see improved in that process, take their feedback
onboard and implement it. After a few months, go back to that focus area and appraise the success or failure of
the strategy deployed.

Above all, the goal of an effective complaints handling system is to ensure organizations consistently improve
how they handle customer complaints. A customer complaint is a gift; however, it will only be a lasting gift if
organizations know what to do with it.
A critical step in the planning process is to gather all relevant data, advice, information, guidance and
input, so that you can prepare a plan for success. The following Planning questions permit you to
demonstrate that you have prepared a researched, logical and achievable change plan.
3. Show the data then explain why a change is required. If regulations or codes are involved, list
each and explain the connection.
A change is required to enable the transport companies like LF Transport adapt to the
changes which are taking in the transport sector in Australia both at present and in the future.
The data shown below shows the future trends which the transport sector is expected to
undergo as per PwC CEO Survey 2018 in form of a timeline. The timeline below shows that
the major trends which are predicted to impact the transport sector are digitalisation, shifts in
international trade patterns, higher degrees of software driven operations in the transport
sector, macroeconomic changes and major changes in the models of vehicles. Thus, it is
evident that the transport companies operating in Australia including foreign companies like
LF Transport should undergo changes to take advantage of these predicted changes. Harris,
Wang and Wang (2015) mention in this respect that the transport industry is undergoing
several changes like use of information and communication technology in operations of
vehicles. Tidd and Bessant (2018) contribute to the discussion by pointing out that the
transport companies are also under continuous pressure to bring about innovation in the fuel
consumption patterns of vehicles in order to lower their greenhouse consumption. For
example, the Department of The Environment and Energy, Government of Australia has
formed statutes, regulations and executive orders like Environment Protection and
Biodiversity Conservation Act 1999, National Clean Air Agreement and Product Emission
Standard Act which the transport companies have to comply with (Environment.gov.au.
2019). This means that the transport have to undergo drastic changes in order to ensure that
they integrate sustainability and profitability. Frey and Osborne (2017) in this respect

mention that the modes of the operations in the transport companies have to undergo changes
aligned with the future market trends. This means that the employees of these also have to
undergo changes in terms of the ways they operate.
Figure 1. Time line showing the main future trends of transport sector in the US
(Source: Pwc.pl. 2019)
4. Explain the change that is to be made
The following are the changes which have to be embraced by the LF Transport in order
to adapt to the dynamic changes in the transport sector in the Australia:
Technological advancements:
LF Transport should undergo massive advancements in technology in order to adapt
to the dynamic Australian transport industry. Department of Infrastructure and Regional
Development, Australian Government in its report titled, ‘Trends > Transport and
Australia’s Development to 2040 and Beyond’ reports that the transport industry is
undergoing tremendous transformation ranging from ‘autonomous emergency braking’ and
‘advanced speed controls’. The report also mentions that the transport sector in Australia is
facing a huge challenge both in terms of infrastructure and financial resources. This is
because the transport infrastructure are subject to damage due to extreme climatic conditions
in Australia (Infrastructure.gov.au. 2019). These losses like damage of roads also impact the

transport companies. This means that LF Transport Company in order to operate in Australia
has to embrace massive level of technological advancements to introduce systems like
automatic brakes in its vehicle models. The advancements would also aim to provide
protection to the damage to vehicles due to climatic conditions (Austrade.gov.au. 2019).
Changes in the
modus operandi of employees:
The companies like LF Transport have to change the modes of operations of their
employees. Thai (2016) mentions that the modes of operations of employees have direct
impact on the level of customer satisfaction. In this respect it can be pointed in order
diversify the losses to infrastructure and assets which they suffer due to climatic conditions
necessitate them to generate more revenue (Infrastructure.gov.au. 2019). Thus, it can be
pointed out out in this respect that transport companies require to generate higher levels of
customer satisfaction. Considering the fact that the modes of operations of employees have
direct impact on customer satisfaction, it can be pointed out that transport companies need to
bring about changes in the methods in which employees operate (Chang and Thai 2016).
5. List who (by title) will need to be consulted, and who (by title) will approve your change plan
The stakeholders who need to the consulted in order to bring about the change would
consist of both internal stakeholders and external stakeholders. The internal stakeholders
would consist of the management and the employee of LF Transport. The external
stakeholders would consist of investors, the financing partners, suppliers and customers.
The management here refers to the apex management of LF Transport consisting of the
CEO and board of directors.
The plan would be approved by the management and the shareholders.

Risk Analysis
6. List two risks that might interfere with a successful rollout of your change plan. Describe how you
will manage each risk, should they occur.
Risks Ways to manage
Financial risks LF Transport even while planning to embrace the
change should obtain support of the investors and the
financing companies. The financing companies provide
LF Transport with the platforms to mobilise its financial
capital. The financing companies include banks which
provide gateways to the company to make and receive
payments. The banks also provide the company products
like current accounts, salary accounts of employees,
credit cards and loans, all of which play significant role
in its business operations. The financial partners also
include share trading companies which provide LF
Transport platforms to invest in asset classes to gain
high ROI. The financial partners of the company also
include insurance companies which insure the assets of
the company against damages and losses. Thus, if the
company faces financial risks while embracing the
change, it would be able to obtain capital from investors.
Similarly, the company would be able to approach the
financing companies to provide it with business loans.
Technological risks The company would adopt the latest versions of
software so that it is able to function appropriately. The

company would hold meetings and collaborate with
firms supplying technology in order to procure advanced
technology. The company would also collaborate with
data security systems in order to ensure that it is able to
reduce chances of data thefts.
7. Describe how you know that the planned change is appropriate.
The management of LF Company would know that the planned change is appropriate by
measuring two interrelated parameters. They are profits and customer satisfaction in
Australia. The company by measuring the increase in profits would come to know that the
changes are appropriate. For example, the company earned profit of AUD 5000000 prior to
implementation of the plan. The company earns profit of AUD 5500000 owing to
implementation of the change plan. This difference of AUD 500000 would indicate that the
company has become more efficient owing to the implementation of the change management
strategy. Secondly, the company would able to measure the efficiency of the change by
comparing between customer satisfaction levels attained before and after the change. This is
because, damage to infrastructure would prevent LF Transport from ensuring customer
satisfaction. In other words efficient change management would lead to reduction of damage
to the infrastructure of LF Transport which would eventually enable the company to serve
clients more satisfactorily. This would enable the company achieve higher level of customer
satisfaction. Thus, it is evident that higher level of customer satisfaction would show that the
change management has been appropriate.

Stakeholder Analysis
8. Describe who in the business will be affected by the change, and what that affect will be
Position Stakeholders Impact of changes on them
Internal
Management of the cafe
operating in LF Company Make decisions on change management
Internal Employees
1. Requires them to implements strategies made by the
management.
2. Interacts with external stakeholders like customers
and gain information from them regarding innovations
in change management.
3. Communicates the feedback from external
stakeholders to managers
External Government of Australia
at Union level
1. Forms bilateral agreements with other countries
which allows companies get access to advanced
technology required to embrace the change.
2. Makes IPR laws which enable transport companies in
Australia protect their innovations from infringements.
3. Encourages innovation in sustainable manufacturing
of products by providing facilities like tax rebates and
awards.
External State and local
government
1. Forms collaborations with other state governments
which allows companies get access to modern
techniques available in other states.
2. Makes IPR laws which enable change management
companies protect their innovations from
infringements.
3. Encourages innovation in sustainable manufacturing
of vehicles by providing facilities like tax rebates and
awards.
External Customers
1.Supports government by pressuring LF Transport to
embrace modern technology
2. Provide feedback to bring about the environmental
conservations.
3.Use digital media to create awareness about
infringement of environment laws made by the
companies
External Suppliers Requires them to supply raw materials like autombile
parts

External Investors
1. Provide more capital by investing in the shares of
companies
2. Provides ideas about innovation to the change
management
External Distribution channels
1. Distributes the vehicles manufactured by the
company in the global market.
2. Communicates information gained from customers to
the company.
External Technological partners
and R&D firms
1. Conduct R&D on behalf of LF Transport
2. Requires providing ideas to the company on change
management
External Competitors Need to introduce new advanced models of vehicles in
response to introduction of advanced vehicles by LF
Transport
Trial
9. Will you need to trial the proposed change first, or will you simply rollout the change to the
business? Explain the factors that caused you to arrive at this decision.
The method of trials would be required prior to launching the actual change management
processes. This is because, inappropriate change management would actual result in LF
Transport attract resentment of stakeholder groups like customers and investors. Thus, it can
be established that the company prior to actually adopting the changed methods in its daily
operations should conduct trials.
Training
10. It is important that the affected work teams fully understand the change process that you and your
manager intend to use. Describe two methods in detail that you will use to train all team
members so that they understand their part in suggesting, participating in, supporting and driving
change initiatives, as a normal part of their work responsibility.
The two methods which would be used to train team members would be on-job training and
classroom lecture.

Coaching
Despite your best efforts (question 10), two of the affected team members clearly do not have the skills,
attitude or knowledge necessary to undertake and accept their responsibilities toward driving change
and improvement in the workplace.
11. Describe how coaching will assist these two valuable team members to undertake their part in
driving the change process.
The process of coaching would encourage skill development among these two members
which would encourage them to accept the changes. They would feel more confident to
accept their responsibilities towards supporting the change more proactively.
Mentoring
12. Your manager decides that he would like to be mentored on the subject of developing teams, and
introducing change and improvement in the workplace. He says that he understands the policy
and procedure, but has never done anything like this before. He seeks your advice on how he
might approach this subject with the HR department and his boss. You are to provide him with
one good reason for undertaking a mentorship, and four good rules that he should consider
putting in place once he has agreed on who his mentor is going to be.
The one good reason why the manager should take mentoring on team development, change
management and improvement in the workplace would be that mentoring would enable the
manager in question imbibe new skills from senior managers which would ultimately help
him to drive changes in the department under his command.
The following are the four good rules which he should take into account in order to
take mentoring sessions with a selected senior manager:
1. The manager in question should maintain transparency about his expectations from the
mentor.