Project - Facilitate Continous Improvement

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Royal Gurkhas Institute of Technology in Melbourne *

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BSB502

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Management

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Jan 9, 2024

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BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand Assessment Task Cover Sheet Student details Student Name: Pratish Chand Student ID: GT08579 Assessment details Unit of Competency: BSBSTR502 - Facilitate continuous improvement Assessment Task: Part B – Project Issue Date: Date of Submission: Assessment Outcome: Satisfactory Not Satisfactory Assessor Signature: Assessor Name: Feedback: Student Plagiarism Declaration: By submitting this assessment to the college, I declare that this assessment task is original and has not been copied or taken from another source except where this work has been correctly acknowledged. I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the original is lost. Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment of this student, and I have provided appropriate feedback. I also declare that I have undertaken the indicated assessment integrity checks Plagiarism check Yes No NA Check for copying/collusion Yes No Check for authenticity (own work) Yes No Cheating or use of model answers Yes No Signature: ......................................................... Date: ................................................................. Student: I have received, discussed and accepted my result as above for this assessment and I am aware of my appeal rights. Signature: Date: 16/07/2023

BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand Task One A. Communication Plan Department Communication Content Finance Team Continuous improvement targets for the finance team to achieve financial stability. Improve financial stability in the following ways:  Increase gross revenue by 15% for the current financial year in comparison to the prior 12-month revenue period.  Maintain base profit level of at least 15% of revenue for all products and services offered by BizOps.  The management aims to invest 75% of the profit back in the business at the end of the current financial year.  Refer below the forecasts and estimates of the income, expenditure, profits, and investment plans for the next 5 financial years. Forecasts and Re-investment Estimates Business operations Continuous Improvement processes for the business Operations Team. Improve the market position for BizOps in the following ways:  Achieve the number 1 rating in the Annual National Industry Customer Service awards.  Design and launch quality consumer products based on customer preference, which is ahead of our competitors, cost effective and timely.  Green solutions need to be designed which are environmentally friendly and suit the needs of the customers.  Continue innovative and sustainable product designs. Human resources Continuous improvement process for the Human resource team in the following ways:  Hire the right people and provide professional development for the current staff.  Hiring professional and enthusiastic staff who are eager to contribute towards BizOps objectives.  Providing staff induction training at the commencement of the new staff employment.  Providing resources to employees to support their professional development.  Arranging program to train the BizOps staff. Retail operations Continuous improvement process for the Retail Operations team are as follows:  Meeting the ever-changing needs of the customers  Providing personalized services through hiring professional and experienced staff.  Delivering sustainable, ‘green’ products and services based on

BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand consumer needs. b. Training Plan Department Date Method Venue Topic Content Finance Operations 01/04/2015 Face to face Boardroom Cost Measures How to reduce excess cost in the relevant departments Finance Operations 08/04/2015 Web Conferencing Personal Desks Revenue Recognition How revenue will be recognized at different stages of the product sale. Business Operations 4/4/2015 Face to face Boardroom Product Quality and Design How to design innovative and quality products. Business Operations 12/4/2015 Online training Office Green Solutions Designing environment friendly products. Human Resource 6/4/2015 Face to face Boardroom Staff hiring How to select and hire the best candidate Human Resource 10/4/2015 Web Conferencing Personal Desks Professional development Fields in which professional development training can be provided on. Retail 16/8/2015 Face to face Boardroom Customer needs How to meet the needs of customers. Retail 20/8/2015 Online training Office Customer oriented products Ways to market customer- oriented products.

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BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand Task 2 Continuous Improvement Procedures Information Sheet BizOps Enterprises is committed to corporate social responsibility and environmental sustainability by delivering products and solutions there are benefits to the stakeholders and wider community. BizOps is willing to provide customers with “green” solutions products and services by employing sustainable business practices. The objective of the company is to reduce productions impacts on the environment and improve efficiency in design sustainable products and services. Continuous improvement (CI) procedures are a key player in the process an organisation to achieve is sustainable and financial targets. These procedures encourage a culture of efficiency and innovation at BizOps. The employees will be encouraged to identify new ideas that can lead to reduction in waste and energy consumption. Continuous improvement will help BizOps streamline their organizational and production processes, reduce wasteful production and reducing the energy and resources consumption in producing sustainable goods and services. BizOps commitment to achieving sustainable is reflected in the organisation policies. The sustainability environmental policy outlines the organisation’s responsibilities and sustainability initiatives through CI. Some of the major commitments of the organisation towards sustainability include:  Development and maintaining high standards of ethical and legal responsibility at all times.  Taking on board suppliers that have similar sustainability visions and are able supply material’s that cost effective and environmentally friendly.  Apply CI procedures and principles in the current production and organisation processes to provide innovative and sustainable products which minimises the environment impact. BizOps has outlined some key initiatives that will help the organisation achieve sustainability and financial targets using CI which are:  Use of locally available materials in the production of goods and services.  Use of recyclable materials and renewable energy sources in the production of goods and services.  Implementation of a waste reduction program in all departments and the production process.  Making use of rainwater for flushing toilets.  Installation of smart electrical and lighting systems.  Use of Wired mouse and keyboards to reduce battery waste.  Use of low power consuming LCD and LED monitors.

BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand In summary the CI procedures will help BizOps define, measure, analyse, improve, and control organisation production that reduce waste production in designing sustainable products thus reducing costs and helping BizOps of achieve the market demands, increase sales, reduce costs, and re-invest profit into the business.

BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand Task Three Retail Operations Staff – Continuous Improvement Feedback Procedure Step 1 - Create a feedback platform in organisation intranet. The stores would have a set of applications they use in the company intranet to perform the retail operations. A feedback application can be installed along with the other application on the retail store staff workstation that can be accessed by all staff using their existing username and passwords. The retail staffs may resist the new application and be reluctant to provide feedback through the application. In this situation, the higher-level management must build anticipation, prepare a video, or email which explains the reasons behind this new initiative. The rationale behind the new initiative should be communicated to the retail staff and their questions and concerns should be addressed. If the communication is effective the retail staff will come on board and support the new feedback application. Step 2 - Train and provide Access to Real-time Sales Data The retails employees should be trained to give and receive feedback on the application and the interpretation of real time sales data to allow them to realise how they can continuously improve their performance and provide feedback to the management on the same. Step 3 - Receiving and Providing of Feedback The retail manager can provide feedback to retail staff for the store and vice versa. The retail operation managing director based at the head office can have access to the all the feedback information. The staff at the store and manager can provide feedback to the retail operation managing director and vice versa. While providing the feedback staff and manager should indicate the specific tasks, area and degree of urgency required for feedback action. Step 4 - Processing of the Feedbacks The feedbacks provided by the retail staff should be escalated to retail managing director if it is beyond the level action of the retail manager. The retail supervisor can handle and resolve intimate issues identified in the store via feedbacks. However, if the retail staff are reluctant to provide feedback to the store manager, they can directly send to the retail managing director. The retail manager is responsible for providing replies to feedback on the given level of authority. However, the retail operations managing director is required to consult the senior level management for important matters. A report will need to be prepared at regular intervals highlighting the number of feedbacks received and provided, inputs and ideas provided by staff and manager for continuous improvement. The report will need to be shared with the senior level management to allow them to decide on process and tasks that needs to be streamlined in the retail operations. Step 5 - Appreciating staff The staff need to be shown appreciation for the feedback they have provided through the feedback platform. Staff whose feedback use helpful in recognising and fixing issues in retail operation should be rewarded.

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BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand Task 4 Part A Retail Manager – Store performance monitoring Procedure Step 1 - Implement Store performance monitoring application. A store performance monitoring application can be installed the store managers computer to allow him to monitor staff performance and activity. The application can pull real time data on the amount of sales done by each staff, units sold, time taken in serving a customer, errors made, and time taken in receiving stock and transferring stock. The application can also show the punch in and out, clock out time for breaks and leave data. The manager can also the access to the feedback providing platform information. Step 2 - Identifies weaknesses and areas for improvement. With access to the real data and above-mentioned information in step 1, the manager can identify weaknesses and areas for improvement such as the following:  Staff are reporting late to work.  Staff are spending more than allowed time on breaks.  Staff are taking too much to serve customers.  There are errors in stock receipt and transfers. Step 3 - Processing of the Issues identified. Once the areas of weaknesses are identified, strategies would be developed for the improvement of the same. Some issues can be rectified by providing feedback to the staff or having a small catchup or counselling session. The fish-bone diagram can use utilised to solve complex issues by identifying the issues in detail and investigating the roots causes. Step 4 - Report to Senior management. A report needs to be prepared at regular intervals for the summary of the retail performance, areas of weakness identified, and continuous improvement methods taken can implemented to gain efficiency and effectiveness in retail performance. The report should highlight the major issues identified and root causes analysis and suggestions for improvement. Step 5 - Implementation of improvements. After the senior level management has reviewed and approved the improvement plans. The same should reflected in the store performance monitoring application. Some improvement plans could be providing training to current staff to improve customer service, use RFID scanner to receive and transfer stock to reduce errors and time consumption. Finally, installation of surveillance cameras in the store to allow the manager to keep an eye on staff and customers in the store.

BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand Task 4 Part B - Compliance Strategies for Managers Department Strategies Action on non-compliance Finance Team Manager Strategies to measure health of the company financials:  Increase gross revenue by 15%.  Maintain base profit level of at least 15% of revenue for all products and services.  Invest 75% of the profit back in the business.  Gross profit margin,  Inventory turnover ratio  Written explanation and supporting on the reasons the company could not achieve objectives. Business operations Manager  Achieve the number 1 rating in the Customer Service awards.  Number of innovative and sustainable products.  Amount of reduction of wasteful production.  Written explanation and supporting on the reasons the company could not achieve objectives.  Prepare strategies to makeup for the shortfalls Human resources Manager  Staff Turnover  Headcount  Employee satisfaction  Number of professional development sessions.  Position change or demotion, fulfil further training requirement Retail operations Manager  Number of new customers  Units sold.  Retail turnover  Retail staff turner  Position change or demotion, fulfil further training requirement

BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand Task 5 Continuous Improvement Policy Purpose BizOps Enterprises is fully committed in achieving continuous improvement in all department in the organisation. This policy will act as frontier for all future planning at BizOps Enterprises Scope The continuous improvement (CI) policy will apply to the departments and stakeholders at BizOps Enterprises. It will be included as part of the process within the Quality Management systems in the organisation. Policy Statements BizOps commitment to achieving sustainable is reflected in the organisation policies. The sustainability environmental policy outlines the organisation’s responsibilities and sustainability initiatives through CI. Some of the major commitments of the organisation towards sustainability include:  Development and maintaining high standards of ethical and legal responsibility at all times.  Taking on board suppliers that have similar sustainability visions and are able supply material’s that cost effective and environmentally friendly.  Apply CI procedures and principles in the current production and organisation processes to provide innovative and sustainable products which minimises the environment impact. Key Initiatives BizOps has outlined some key initiatives that will help the organisation achieve sustainability and financial targets using CI which are:  Use of locally available materials in the production of goods and services.  Use of recyclable materials and renewable energy sources in the production of goods and services.  Implementation of a waste reduction program in all departments and the production process.  Making use of rainwater for flushing toilets.  Installation of smart electrical and lighting systems.  Use of Wired mouse and keyboards to reduce battery waste.  Use of low power consuming LCD and LED monitors. Products/services All products and services delivered by the organisation is required to pass from continuous improvement process that design in the production and implementation phases. Business Goals through Continuous Improvement  Improve Financial Stability  Build Market Position  Hire the Right People

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BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand Related Policies Company Mission, Version and Sustainable Environment Policy are related to Continuous Improvement Policy. Accountability and Review The Chief Executive Officer supported board of directors are responsible for developing and updating policies for continuous improvement. This policy needs to be reviewed on an annual basis unless extra-ordinary events require changes to be made to this policy.

BSBSTR502 - Facilitate continuous improvement. Student Assessment Booklet GT08579 – Pratish Chand References Aspire Training & Consulting. (2015, April ). Sustainability environmental policy. Aspire Training & Consulting. HR Cloud. (2022, June 24). Retrieved from How to Use Intranet for Employee Engagement in Retail Business: https://www.hrcloud.com/ Images, G. (2023). Retrieved from https://www.google.com/imghp?hl=en&ogbl Lynn, R. (2023, August 29). The importance of continous improvement . Retrieved from Planview: https://www.planview.com/resources/articles/lkdc-importance-continuous-improvement/

Project - Facilitate Continous Improvement

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