AT3-BSBMGT403
1. Review your collaborative workshop planning (from Assessment Task 1) and your coaching/mentoring session, together with your recommendations (from Assessment Task 2) on Australian Hardware’s continuous improvement process.
2. Write answers to the four knowledge questions (in Appendix 1 below), as preparation for your continuous improvement (CI) report.
Question 1
a. Define continuous improvement as implemented by your team at Australian Hardware Ltd.
. Name four or more elements of continuous improvement implemented by your team at Australian Hardware Ltd.
c. Who was involved in the process (which stakeholders)?
d. What did you do as part of the Australian Hardware team to enable the continuous improvement implementation to succeed?
Question 2
Describe how the vision and goals of Australian Hardware helped develop the culture of continuous improvement (what drives a continuous improvement culture?)
Question 3
How will achieving its KPIs help Australian Hardware improve customer satisfaction (what do customers of Australian Hardware want)?
Question 4
What tools did you use to undertake the analysis you ca
ied out at Australian Hardware? Why were these tools appropriate?
3. Prepare a written report on the outcomes of the continuous improvement process at Australian Hardware:
Report on the outcomes of the continuous improvement process at Australian Hardware
a. Feedback from workshop and coaching participants:
. A list of typical areas of need for coaching and mentoring to support continuous improvement:
c. Recommendations (from Assessment Task 2) for further service and productivity improvements, including the procedure for recordkeeping:
d. Database report or spreadsheet:
e. an explanation of how change management techniques can support continuous improvement and initiative:
4. Read the ACME Steel case study (Appendix 3 below) and write your answers to the four questions on continuous improvement at ACME Steel (Appendix 2 below).
Question 1
a. Define continuous improvement as implemented by ACME.
. Name four or more elements of continuous improvement ACME implemented.
c. Who was involved in the process (which stakeholders)?
d. What did ACME do to enable the continuous improvement implementation to succeed?
Question 2
Describe how the vision and goals of ACME Steel helped develop the culture of continuous improvement (what drives a continuous improvement culture?)
Question 3
How will achieving its KPIs help ACME improve customer satisfaction (what do ACME’s customers want)?
Question 4
What tools were used to undertake the analysis ca
ied out by ACME described in the case study? Why were these tools appropriate?
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Course: Diploma of Business
Unit Code: BSBMGT403 XXXXXXXXXXUnit: Implement continuous improvement
Assessment Task No.: 2
Assessment Task Two
Implementation of Continuous Improvement System at Wollongong Store
1. a) Review the scenarios and simulated business information attached to this task.
Scenarios
Consider the following scenarios (or prepare your own) and complete the template. These may be dramatised by candidates for demonstration purposes (urgency, phones ringing, loud noise interference, frequency of incidents, etc.):
January 2012
Problem
Policy Item
Recommended
action
Joe has been wandering around the store for 20 minutes.
Helen submits a sales receipt along with a returned item that seems unfamiliar to you (different CRM/POS system?)
Mena asks for a 10% discount on her paint purchase and says she completed a feedback questionnaire some time ago.
Marco rings the store to say he has rung three times this week to make a complaint and now wishes to speak to the manager.
Adam would like comparative information about the quality of an outdoor setting recently purchased at the store.
Results of Performance To-Date at The Wollongong Store
Following results have been recorded at the Wollongong store:
Customer data sheet (for January 2012)
January
2012
Complaints
Refunds
Feedback questionnaires
Enquiries phone
Enquiries email
Enquiries online
Enquiries in-store
Week 1
15
5
0
30
2
1
15
Week 2
20
4
0
35
3
2
20
Week 3
25
3
0
40
2
2
25
Week 4
30
2
0
40
1
2
30
Staff KPIs and actuals
Staff
member
Sales number
8
Safety checks
3
Training hours
1
Record keeping
3
Coaching
CI
2
Complaints
1
Sales leads
5
Staff leads
1
CI
implement
1
Team support
3
Est
Act
Est
Act
Est
Act
Est
Act
Est
Act
Est
Act
Est
Act
Est
Act
Est
Act
Est
Act
Alan Brown
(Timber)
9
15
3
-
2
2
5
5
2
-
5
6
10
11
2
2
1
-
5
7
Janet Jones (Plumbing and
Electricals)
20
25
3
3
2
2
5
3
2
2
3
-
10
15
2
1
1
-
5
6
Xian Wang
(Garden and
Products)
15
25
3
2
2
4
5
6
2
-
2
-
5
-
1
1
1
1
3
-
Van Tring (Hardware and Home)
10
3
3
3
2
4
5
3
3
6
1
2
4
-
1
1
1
3
3
-
Poppy
Queen (General sales)
30
31
3
-
2
1
5
4
3
-
1
-
10
15
2
2
1
3
5
4
1. b) Obtain feedback (from your simulated operational teams) on the following:
i the results of performance to-date at the Wollongong store in terms of quantity and quality.
ii the key areas for future improvement
iii suggestions for improving processes.
2. Prepare to implement the continuous improvement (CI) policy you developed with your team in Assessment Task 1, by coaching or mentoring another candidate in customer service techniques or processes:
2a) Analyse the data
2b) Consider your notes from the previous task, including team discussions and decisions taken
2c) Make notes on how you will conduct the coaching or mentoring session
Coaching plan for ONE of the staffs as below:
Coaching Plan (GROW model)
Coach:
Date:
Staff being coached:
Time: 2pm
Venue: Hardware and Home meeting room
1. Goal
2. Reality (cu
ent)
3. Options
4. Will
2d) A
ange with your assessor who will be playing the role of the coachee and make a
angements for the assessor to observe the role-play.
Email
To:
Subject:
Message:
3. Conduct the coaching or mentoring session.
Note: Submit coaching or mentoring notes.
Coaching or Mentoring Notes
Coach: XXXXXXXXXXStaff being coached: Time:
Date: XXXXXXXXXXVenue: Hardware and Home meeting room
Discussions
Conclusion
4. Develop a list of recommendations for changes to operations to improve customer service in order to achieve the goals of the Wollongong store of Australian Hardware, from its business plan:
a. increase sales revenue and gross profit
. maintain or increase market share
c. control direct and indirect operational costs
d. maintain superior product and service quality standards
e. establish Australian Hardware’s reputation as a socially and environmentally responsible company.
5. STRATEGIC DIRECTIONS ACTION PLANS
1. Increase sales revenue and gross profit
ACTIVITY/STRATEGY
DATES/TIMELINES
PERSON RESPONSIBLE
2. Maintain or increase market share
ACTIVITY/STRATEGY
DATES/TIMELINES
PERSON RESPONSIBLE
3. Control direct and indirect operational costs
ACTIVITY/STRATEGY
DATES/TIMELINES
PERSON RESPONSIBLE
4. Maintain superior product and service quality standards
ACTIVITY/STRATEGY
DATES/TIMELINES
PERSON RESPONSIBLE
5. Establish reputation of Australian Hardware as socially and environmentally responsible company
ACTIVITY/STRATEGY
DATES/TIMELINES
PERSON RESPONSIBLE
Conclusion
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