WHS Induction Program Australian Hardware Welcome to the workshop Implement A Continuous Improvement System on customer service BSBMGT403 Implement Continuous Improvement. Presented By: Names of Group...

Running Head: IMPLEMENT CONTINUOUS DEVELOPMENT
Name: Mohit
Student ID: 17ACM01001
Unit Code: BSBMGT403
IMPLEMENT CONTINUOUS DEVELOPMENT
1
Table of Contents
Assessment task 1    7
2. Continuous improvement in the Systems and processes    7
3. Feedback Questions    9
4. CI processes    9
a. Examples of CI process    9
b. Evaluating the effectiveness of the CI processes and decisions    10
c. Identification of systems and data for benchmarking the performance of the CI process    11
d. Identification of Measurement Tools    12
e. Monitoring Tools    12
f. Feedbacks to the group    13
g. Recommendations    14
Reference list    15
Journals    15
Website    16
BSBMGT403
 Implement Continuous Improvement
 Assessment 1(Guidelines)
Review, establish, and improve the process and procedures of:
Australian Hardware (15-min presentation)
Course: Diploma of Business
Unit: Implement continuous improvement
WELCOME TO THE WORKSHOP
 Australian Hardware
CI (Continuous Improvement) A systematic, programmed process incorporating an ongoing effort to making things BETTER.
▪Quality policy
▪Regular audit
▪KPIs (Key Performance Indicators)
▪PDCA (Plan-Do-Check-Act) process
▪Suggestions from customers
▪Record management system
▪Pilot the experiment
▪Identify training needs
▪Look for further improvement opportunities KEY ELEMENTS in CI process
· Create plain - publish the aims and purpose of the organisation
· Teach and institute leadership
· Team members should be participative.
· Communicate with stakeholders
· Team members are to complete tasks using correct procedures.
E.g. KPI (Key performance indicators)
▪ Effective mentoring, coaching, and training within a controlled environment
· Monitoring Be self-disciplined. Be innovative. Be ethical.
Three methods of CI ❑ TQM (Total Quality Management)
Stop awarding business based on price alone. Optimise the efforts of the group and staff areas. Report progress. Understand the purpose of inspection.
· Learn Manufacturing Learn Manufacturing combines five systems in one: Inventory control, set-up improvement, maintenance improvement, quality improvement, productivity improvement.
· Six Sigma A process improvement system by measurement; •
DESIGN • MEASURE • ANALYSE • MODIFY • IMPROVE •
CONTROL
Evaluate the effectiveness of CI processes of Australian Hardware
Customers’ EXPECTATION
How well do the CI processes meet the goals of Australian
Hardware?
· Everyday low prices
· Product quality
· Expert service
· Community engagement
· Environmental responsibility
MISSION STATEMENT
▪ Our customers value quality    more than price
▪ Our customers require expert,    knowledgeable service
· Our customers are tech literate
· Our customers demanded sustainability
· Our customers dream style and luxury
    financial
    
    
    
    performance
    
    
    
    2016-2018
    
    
    
    
    
    
    
    
    2016 (in
    2017(in
    2018( in
    
    millions)
    millions)
    millions )
    
    
    
    
    sales
    3600
    3800
    3500
    
    
    
    
    less cogs
    -1800
    -1900
    -1750
    
    
    
    
    gross profit
    1800
    1900
    1750
    
    
    
    
    
    
    
    
    less SG&A
    -1080
    -1140
    -1050
    expenses
    
    
    
    
    
    
    
    less
    -100
    -100
    -200
    depreciation
    
    
    
    
    
    
    
    less marketing
    -70
    -87
    -100
    expenses
    
    
    
    
    
    
    
    profits before
    529
    573
    400
    interest and
    
    
    
    taxes
    
    
    
    
    
    
    
    less interest
    
    -23
    -26
    -28
    expense
    
    
    
    
    
    
    
    
    
    pre-tax income
    
    506
    547
    372
    
    
    
    
    
    
    
    
    
    
    cumulative
    
    597
    1230
    1802
    pre-tax income
    
    
    
    
    
    
    
    
    
    taxes
    
    239
    253
    229
    
    
    
    
    
    
    
    
    
    
    pre-tax income
    
    506
    547
    372
    
    
    
    
    
    less taxes
    
    -239
    -253
    -229
    
    
    
    
    
    Net income
    
    267
    294
    143
    
    
    
    
    
Assessment task 1
2. Continuous improvement in the Systems and processes
Continuous Improvement in a business is an existent cycle, which includes reviewing and evaluation of the processes and methods in an organisation. Undertaking a continuous improvement policy enables the business to refine the way a business operates to make it more effective and efficient. Continuous improvement cycle involves every staff of an organisation. There are certain strategies to undertake continuous improvement in improving the customer service. As mentioned by Gonzalez and Martins (2016), in order to facilitate continuous improvement, the organisation needs to plan their changes in accordance with the aim for which they are planning to do the changes. Besides, they would also need to analyse that the changes should be in alignment with the prevailing system or infrastructure of the organisation so that the improvements can be initiated. Once these changes are done, every detail needs to be recorded so that a comparison can be conducted as to analyse the extent to which the changes have been brought up in to the system than the ones prevailed in the prior system. If there is no such difference in the results of both systems, then measures are needed to be taken to improve the modifications further.
The areas where the continuous improvement can be applied to upgrade the customer services are:
· Better Customer Interaction
The companies often neglect the experience of the customer after using a product or service. Without knowing the market and the requirements of the customers, the company launches a new product with the assumption of knowing the market and the customer needs. As suggested by Sauvola et al. (2015), it is highly beneficial for the company if they keep a track of the market reaction or response that they might have if they are launching any new product. As it is to be noted that, a new product is always successful in grabbing the attentions of the people if it is marketed attractively into the target segment of buyers. However, in order to understand if at all, the potential customers were moved to buy the product or have they used it and even if they used it, whether they like it or not, a market survey is very important. Therefore, a feedback method can be carried out by the company, as to what needs to be improved in the product or service. There should also be a facility for distributing free samples and a way to gather feedbacks on the samples.
Feedbacks can be gathered in the form of surveys, questionnaires and focus groups. The feedback of the product should be both in quantitative and qualitative. Customers can also convey their feedbacks through their agents or in meetings held by the company.
· Objectives Identification
Once all the feedbacks are assembled, the company should segregate feedbacks into qualitative and quantitative changes. The company should identify the areas where the improvement and modifications can be made. Each change in the product should be clearly identified and objective should be targeted accordingly. There should be clarity in the changes. It is necessary for a company to set up goals, to enable the...