BSBMGT516 Facilitate continuous improvement | My Assignment Tutor

DocumentAssessment Task 2 – BSBMGT516 Facilitate continuous improvementPage 1 of 8Date created: September 2019Date implemented: September 2019Date reviewed: March 2020Responsible by: CoordinatorInternational College of Melbourne | CRICOS: 03416G | TOID: 41136| admissions@icm.edu.au | www.icm.edu.au BSBMGT516 Facilitate continuous improvementAssessment Task 2- Case StudyLead and monitor continuous improvementSUBMISSION DETAILS STUDENT NAMESTUDENT IDBATCH NO.DATE OF SUBMISSIONPLACE OFASSESSMENT Assessment descriptionUsing the simulated workplace documents and the case study scenario on the Appendix 1,you are required to undertake the simulated workplace activities for continuousimprovement process in order to achieve organisation’s objectives.Assessment instructions1. Review the simulated workplace (Australian Hardware) to undertake the assessmentactivities of continuous improvement.2. Read the workplace scenario on the Appendix 1 to determine your role and theorganizational requirements and the context.3. Perform and complete the 10 task activities.4. This task requires you to meet with your manager (assessor) and/or other relevantindividuals in a role-play. Form the individuals with specific roles to role-play asagreed by your assessor.5. Complete the following assessment task activities during the allowed assessmentdate/s and time/s.6. The assessment task is due on the date specified by your assessor.7. Any variations to this arrangement must be approved in writing by your assessor.8. Submit your work with any required evidence attached.9. See the specifications above for details of submission requirements.10. Time allowed for the assessment task is 4 hours.Specifications to submitYou must undertake the following 10 activities and document in a report and submit:1. Documented activities2. Email to communicate with stakeholders3. Mentoring and coaching plan4. Memo to circulate among the participants in continuous improvement process5. Continuous improvement register filled up appropriately DocumentAssessment Task 2 – BSBMGT516 Facilitate continuous improvementPage 2 of 8Date created: September 2019Date implemented: September 2019Date reviewed: March 2020Responsible by: CoordinatorInternational College of Melbourne | CRICOS: 03416G | TOID: 41136| admissions@icm.edu.au | www.icm.edu.au BSBMGT516 Facilitate continuous improvementPerformance objectiveTo test your ability to demonstrate the skills and knowledge required to lead and managecontinuous improvement systems and processes. Particular emphasis is on the developmentof systems and the analysis of information to monitor and adjust performance strategies,and to manage opportunities for further improvements.Assessment contextSimulated work environment. This assessment will be conducted within the training facilityin the specific training room allocated for the trainee/s during the training sessions plannedfor assessment using simulated workplace scenario with the access to materials andequipment facilitated by your assessor.Required resources1. Assessment task, assessment instructions and case study.2. Computer with Internet access and word-process software (MS Word/MS Excel/orrelevant Mac software etc.).3. Simulated workplace policies and procedures.4. Workspace, table, chair and stationery and access toa. relevant workplace documentation and resourcesb. case studies and, where possible, real situationsYour assessor will be looking forevidence of the ability to establish systems and processes for continuous improvement that:• facilitate effective contributions to and communications about continuousimprovement processes and outcomes• address sustainability requirements• incorporate mentoring, coaching and other support to enable people to participateeffectively in continuous improvement processes• capture insights, experiences and ideas for improvements and incorporate them intothe organisation’s knowledge management systems and future planning. DocumentAssessment Task 2 – BSBMGT516 Facilitate continuous improvementPage 3 of 8Date created: September 2019Date implemented: September 2019Date reviewed: March 2020Responsible by: CoordinatorInternational College of Melbourne | CRICOS: 03416G | TOID: 41136| admissions@icm.edu.au | www.icm.edu.au BSBMGT516 Facilitate continuous improvementCase study(Refer to Appendix 1 for more simulated workplace information)ScenarioYou are the Australian Hardware Wollongong store Manager and accountable for theperformance of the store. As part of organizational development to achieve its strategicdirection, Mr. Holden Greenwright, the CEO of Australian Hardware asked you to:1. Lead continuous improvement systems and processes2. Monitor and adjust performance strategies and3. Manage opportunities for further improvement.He stated that you need to undertake the activities to improve customer service and bettercustomer experience to achieve its vision and strategic direction (available in Appendix 1).He also asked you to meet with the CEO and other relevant teams and individuals during thisprocess. He wants you to undertake the project of continuous improvement for the store byperforming the following tasks:Your TaskComplete the following and document for the use by Australian Hardware continuousimprovement process and meet with the CEO (Your Assessor) to discuss your strategies:1. Read and review simulated documentation especially oganisational chart and identifythe teams, individuals and key stakeholders to encourage to participate in decisionmaking processes2. Identify the areas to consider for continuous improvement using the case scenarioabove and Appendix 1.3. Determine the continuous improvement tools and techniques to be used during thecontinuous improvement activities4. Establish sustainability requirements, legislative and regulatory compliancerequirements in the application of above techniques and the continuousimprovement process5. Write an email to communicated to above stakeholders to participate in decisionmaking processes, assume responsibility and exercise initiative as appropriate6. Develop a mentoring and coaching plan to ensure that participants are able toeffectively implement and support the organisation’s continuous improvementactivities7. Meet with your CEO (assessor) to discuss your above continuous improvementimplementation strategies to further discuss and identify ways in which planning andoperations could be improved DocumentAssessment Task 2 – BSBMGT516 Facilitate continuous improvementPage 4 of 8Date created: September 2019Date implemented: September 2019Date reviewed: March 2020Responsible by: CoordinatorInternational College of Melbourne | CRICOS: 03416G | TOID: 41136| admissions@icm.edu.au | www.icm.edu.au BSBMGT516 Facilitate continuous improvement8. Based on the inputs from the CEO, make adjustments to your continuousimprovement implementation strategies and draft a memo to circulate tocommunicate the adjustments to stakeholders9. Record continuous improvement activities in the continuous improvement registerusing the template provided in the Appendix 3 and to assist in identifying furtheropportunities for improvement when undertaking future planning.10. Write a 1-2-page reflection of your experience in the continuous improvementprocess and your ideas to capture insights, experiences and ideas for improvementsand incorporate them into the organisation’s knowledge management systems andfuture planning. DocumentAssessment Task 2 – BSBMGT516 Facilitate continuous improvementPage 5 of 8Date created: September 2019Date implemented: September 2019Date reviewed: March 2020Responsible by: CoordinatorInternational College of Melbourne | CRICOS: 03416G | TOID: 41136| admissions@icm.edu.au | www.icm.edu.au BSBMGT516 Facilitate continuous improvementAppendix 1Simulated Workplace (Australian Hardware)Australian Hardware is a competitively priced hardware and home-improvement s supplier.Australian Hardware consumers who appreciate high-quality, innovative products willrecognise the value and unique offerings of Australian Hardware.Australian Hardware supplies consumers and trades with high quality and world classinnovative products. To differentiate on product, Australian Hardware actively seeksAustralian and international suppliers who can fulfil requirements for both consistent qualityand exceptionally innovative solutions. Australian hardware’s competition, on the otherhand focuses on a more mass appeal for ‘tried and true’ products. Their customers expect alevel of quality but will compromise for the lowest prices possible.Target market: The market has been divided into three target markets or segments: homeimprovers; DYIs; tradespeople.Marketing strategy: Australian Hardware takes a two-pronged strategic approachcharacterised by product and service differentiation along with select targeted marketingactivities.Australian Hardware Vision: within five years, Australian Hardware will lead the hardwareand home-improvement market in Australia.Strategic directions: The Australian Hardware strategic directions are:● increase sales revenue and gross profit● maintain or increase market share● control direct and indirect operational costs● maintain superior product and service quality standards● establish Australian Hardware’s reputation as a socially and environmentallyresponsible company.Service and customer experienceAustralian Hardware offers a consistently high level of fast and friendly service provided byskilled and experienced staff in an exciting and interactive environment. Service is a keydifferentiator of Australian Hardware’s offering. On-site and off-site service will be deliveredas per customer needs and expectations in line with the Australian Hardware marketpositioning as a premier service. For details see Australian Hardware customer service policyand charter. DocumentAssessment Task 2 – BSBMGT516 Facilitate continuous improvementPage 6 of 8Date created: September 2019Date implemented: September 2019Date reviewed: March 2020Responsible by: CoordinatorInternational College of Melbourne | CRICOS: 03416G | TOID: 41136| admissions@icm.edu.au | www.icm.edu.au BSBMGT516 Facilitate continuous improvementAppendix 2Australian Hardware Customer Service PolicyPurposeThe purpose of this policy is to ensure that the management of customer contact is carriedout consistently, fairly and transparently and in accordance with Australian Hardwarerequirements.ScopeThe scope of this policy covers the management of customer contact by employees andcontractors of Australian Hardware.ResponsibilityResponsibility for the implementation of this policy rests with employees and managementof Australian Hardware with responsibility for managing customer contact.Relevant legislation and standards• Privacy Act 1988 (Cwlth)• The International Customer Service Standard (ICSS:2010-14)• AS ISO 10002-2006 Customer satisfaction – Guidelines for complaints handling inorganisations.Updated/ authorised09/2016 – Lynn Lee (Finance Manager Wollongong)To serve customersAll customers should be acknowledged within the first five seconds of entering the store. Allcalls must be answered within three rings. When you are busy with another customer, thisacknowledgement can be one of the following:• a wave and smile• saying you’ll be with them soon/placing them on hold.Procedure1. When free, engage the customer in the following ways as appropriate:a. smileb. make eye contactc. if you know their name, use itd. welcome them back to the store if you’ve seen them beforee. if you’ve not seen them before, introduce yourself by name DocumentAssessment Task 2 – BSBMGT516 Facilitate continuous improvementPage 7 of 8Date created: September 2019Date implemented: September 2019Date reviewed: March 2020Responsible by: CoordinatorInternational College of Melbourne | CRICOS: 03416G | TOID: 41136| admissions@icm.edu.au | www.icm.edu.au BSBMGT516 Facilitate continuous improvementf. if the customer doesn’t ask for help, start a conversation with themg. speak in an energetic mannerh. give them your full attention.2. When greeting the customer, ensure you (as relevant):a. acknowledge customer’s arrival/callb. greet with a genuine smilec. maintain eye contact during conversationsd. introduce yourself in a friendly mannere. recognise repeat customersf. start a conversationg. talk with an energetic toneh. give the customer your full attention.3. Identify customer needs and match them to products and services.4. For checkout staff only: fulfil customer order, complete purchase using integratedCRM/POS (customer relationship management/point of sale) system.5. Ask customer to participate in online customer service feedback questionnaire toreceive 10% discount on next purchase. Assist customer to complete if required.To manage complaints1. Greet the customer courteously and give them your name.2. Never argue with the customer.3. Apologise for any product fault or poor service. Be sympathetic. Thank the customerfor bringing the complaint to your attention.4. Listen fully to what the customer is saying. Try to gather all the facts about thecomplaint and jot them down. Ask questions and summarise what they are saying.5. When you have all the details about the complaint, ask the customer how they wouldlike it to be resolved. Always suggest replacements or credit notes over refunds anddiscuss product options to suit the customer’s needs.6. Refunds and discounts must be within your authority to offer. Request authorisationfrom your manager for amounts above your delegated authority.7. At the end of the complaint, summarise the complaint and how you commit toresolving the complaint. Gain customer agreement. Submit notes on complaint tomanager using integrated POS/CRM system. DocumentAssessment Task 2 – BSBMGT516 Facilitate continuous improvementPage 8 of 8Date created: September 2019Date implemented: September 2019Date reviewed: March 2020Responsible by: CoordinatorInternational College of Melbourne | CRICOS: 03416G | TOID: 41136| admissions@icm.edu.au | www.icm.edu.au BSBMGT516 Facilitate continuous improvement CONTINUOUS IMPROVEMENT REGISTERImprovements IdentifiedAction PlanRegisterItemDateSpecific areato be improvedReason forimprovementSuggestedimprovementPotentialbenefitsSupportingdocumentsSuggestionprovidedbyStatusResponse/solutionActions tobe takenDuedateResponsibility

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