Formal Continuous Improvement System - Business Assignment Help

Assignment Task :

Assessment Task 1 

Instructions
Provide answers to all of the questions below: 

1. Explain the importance of establishing a formal system and process to support continuous improvement
2. Explain at least two key elements of a formal continuous improvement system.
3. Explain how the Plan, Do, Check Act Cycle can be used to support effective continuous improvement. Explain each part of the cycle in your answer. 
4. Explain how brainstorming with staff can be used for effective continuous improvement. 
5. Explain the relationship between continuous improvement and knowledge management 
6. Explain the importance of continuous improvement as part of a quality management system. 
7. Discuss why the goals of lean manufacturing and sustainability are synonymous.
8. Discuss the relationship between performance management and continuous improvement within an organisation. 
 

Assessment Task 2 

E-OfficeWorx is an independently owned and operated company based in Campbelltown, NSW. The company has been in operation for 2 years.
The company supplies a wide range of stationery, office supplies, furniture, business equipment and computer supplies for large and small office environments, including home offices. There are no retail stores, and customers order online through the company’s website or through a Customer Service Centre that operates 7 days a week from 7am to 7pm. Orders are distributed from a warehouse that is also located in Campbelltown. 

The company has recently undertaken a strategic planning process with its vision identified to be the leading online supplier of office supplies.

The company employs a number of staff including the General Manager, Sales and Marketing Manager, Finance Manager and Human Resources Manager. There are 20 customer service staff in total, a Warehouse Manager and 10 warehousing staff. All of the Managers and Customer Service Staff operate out of the head office and all warehousing staff, including the Manager, are located at the Warehouse.  Turnover of Customer Service Staff is currently high at around 30% annually. 

You have recently been appointed as the new Operations Manager. The General Manager has advised you that, although the company’s key values include a strong commitment to quality, customer service, sustainability and a satisfied workforce, there are no formal systems or processes in place for continuous improvement to ensure that the company meets its overall vision and values. 

The General Manager would like you to research and implement a new continuous system and processes to address all aspects of the company’s operations, from staffing to customer service to health and safety, as well as embedding continuous improvement into the company’s culture. He has also indicated that he would like you to consider how the company can introduce more sustainable practices both within the company and in relation to products and would like this integrated into the continuous improvement system.
 
The General Manager has indicated that he would like a formal continuous system and processes fully implemented within the next three months. 

• He also advises that there are some issues within the company that he is hoping that a continuous improvement system and process will help to solve. These are:
• An average of two customer complaints are received each month.
• Complaints generally relate to the following themes:
• Customer service staff are unable to provide adequate product advice.
• Customer service staff are not friendly at times. 
• Lengthy wait times on the telephone to discuss products or chase up deliveries. 
• Differences between delivery time stated and actual delivery time.
• There also appears to be some further issues relating to the time in responding to complaints and identifying and implementing procedures to address systemic issues identified through complaints.
• High staff turnover.
• Lack of supporting document to assist with overall quality such as staff training manuals. 
• The company is just about to expand and introduce a new line of products being hospitality and restaurant supplies. This will mean the establishment of an additional department with more staff employed. Procedures need to be streamlined and consistent across the organisation. 
   

Complete the following activities: 
1. Conduct continuous improvement systems and processes research 
The first part of this assessment task requires you to conduct research to Identify options for continuous improvement system and processes for E-OfficeWorx. Make notes on your research, which you will then use to develop a continuous improvement policy and two continuous improvement tools for E-OfficeWorx, as well as a presentation for staff about the benefits of continuous improvement and to provide training in the new continuous improvement processes and systems.  

Your research should include identifying:
• The benefits of implementing continuous improvement systems and processes across the company. 
• Continuous improvement models that may be suitable for the company, such as the Plan Do Check Act, Six Sigma or TQM approach to continuous improvement. You should research at least two models and identify the best one to use at E-OfficeWorx.
• Ways of building in continuous improvement into business systems and procedures including performance management, sustainability, health and safety and knowledge management and to address existing issues within the company. 
• Continuous improvement tools (for example, continuous improvement register and forms, flow charts) that can be used as part of a continuous improvement system. Identify and describe at least four. 
• Strategies for encouraging staff to participate in continuous improvement decision-making. 
• Strategies for ensuring that staff are informed about continuous improvement processes, as well as the outcomes of continuous improvement processes. 

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