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 Members
Presented To: Binish
Date:
2
TODAY’S FOCUS
Implementation of continuous improvement system focusing on CUSTOMER SERVICE
Date:
Names:
3
Roadmap (Outline)
1. Introduction to Australian Hardware
2. CI definition and Examples
3. Key elements of CI
4. Evaluation of CI Effectiveness – Australian Hardware
5. Performance measurement methods
6. Performance monitoring tools
7. Recommendations
8. Feedback
Date:
4
Mission
Customers expectations
Do they match our mission statement?
Marketing Plan
Product -.
Price –
Service and customer experience –
Service and environmental responsibility –
Marketing Plan – Strategy Pyramids
Australian Hardware’s key strategic directions (from business plan) are:
What is CONTINUOUS IMPROVEMENT
Methods of
CONTINUOUS IMPROVEMENT
2. Key Elements in CI processes
Team members
Interaction with stakeholders
Management
Date:
12
4. Effectiveness Evaluation
Date:
13
Australian Hardware
Possible Improvements
Date:
14
Brainstorm Session on systems and data for benchmarking and monitoring performance for CI
What systems and data for benchmarking and monitoring performance for CI would you suggest?
(Notes: Student should provide summary of
ainstorming session to the assessor).
Performance Measurement Tools
Date:
16
16
Risk Controls Monitoring Timelines Responsible
Performance Monitoring Tools
“Monitoring is used to ensure things are on the right track, and encouraging feedback from both staff and managers. If anything goes off the track, monitoring helps adjust and change the situation immediately.”
Customer Service Policy
To monitor Employee performance
ACTIVITY
Giving feedback session
Notes: Student must provide summary of the feedback session in word file.
Date:
20
Australian Hardware