BSBMGT516 T1 Individual

Lonsdale Institute Pty Ltd
Assessment Task
BSB51415 Diploma of Project Management
BSB51915 Diploma of Leadership and Management
BSBMGT516 Facilitate Continuous Improvement
Unit Code BSBMGT516
Unit Name Facilitate Continuous Improvement
Assessment T1 Due Date 11 February 2018

Code
Student Name Leidy Tatiana Martinez Student ID LON00004SW

Blanco
Declaration of authenticity
I, the above-named student, confirm that by submitting, or causing the attached assignment (and any
additional attachment associated with it) to be submitted, to Lonsdale Institute Pty Ltd, I have not
plagiarised any other person’s work in this assignment and except where appropriately acknowledged,
this assignment is my own work, has been expressed in my own words, and has not previously been
submitted for assessment.
I do understand and accept the consequences of academic misconduct according to Lonsdale’s Policies
and Procedures.
TA102 FO Assessment Task Page 1 of 16

TA102 PP Assessment Management (SNR1.8) (ESOS 14.2) V2 March 2017
Provider ID 21915 CRICOS Code 02836F

Assessment Task
ASSESSMENT TASK
This assessment is a project that requires you to assist with the resolution of a business problem by
applying continuous improvement.
You are required to:
• Choose one of the two projects provided by your trainer

• Review and assess the business problem
• Identify how a CI (Continuous Improvement) project can best assist the organisation/department
• Develop and facilitate implementation of a CI project
Some help text is provided to give you clear guidelines for the completion of this assessment. Delete the
help text when submitting.
SECTION 1 – CONTINUOUS IMPROVEMENT INTERVENTION

This section is about:
• Understanding the business problem that requires a continuous improvement intervention

• Applying the DMAIC(Define, Measure, Analyse, Improve and Control) approach to develop
and implement a continuous improvement project
1. Choose a project to complete your assessment. Indicate below what project you have
chosen.
Note: If you have chosen project 2, provide detailed background information on the
organisation and their business problems.
PROJECT 1 – ABC Shop Supplies Pty Ltd
2. Undertake a GAP analysis based on your project. What gaps have you identified?


Assessment Task
Image of the product:

Previous Experience: Word-of-mouth
Increasing number of communications: delays,
complaints from customer errors in the orders
customers receive

Customer expectations: Customer Gap 4

Improvement at the time of perception: bad
delivery of orders customer service
Customer own specification of

product: design of bags, good
materials, and delivery on time,
quality, and service.
Gap 1 Actual Product: company

that sells packaging items and
Organization specification of shopping bags to shops.
Management concept of the product: Be leader in supplying
product: Introduce quality retailers with the best packaging
practices products and in providing exceptional

Gap 3
customer service.

Gap 2
3. Apply the DMAIC approach. (The DMAIC plan must be appropriately developed. You should
demonstrate ability to critically analyse and address the requirements of the DMAIC
approach when planning for improvement)
3.1 Define
o The greatest issues facing the organisation are the customer service department is located
far from the work department, the company does not have enough staff, the department is
training two of their workers, the account department is very busy and is not answering
customer calls on time, employees are feeling under pressure.


Assessment Task
o The biggest issues seen from the eyes of the customers are not answer the calls, errors are
present in the orders, there are delays in the acceptance of the orders, not rectifying the
orders, bad service to the customer.
o We want to archive improvements like: hire more staff, respond on time to customer
requests, introduce quality practices, improvise better working relationships, motivate staff,
respond effectively to customers, make improvements in orders, reduce turnover, improve
morale, increase competitiveness, best customer service, improve market position, improve
use of workspace.
3.2 Measure
o Current process chosen for analysis.
Overall strategic objective: Development and implementation of a

High Strategic continuous improvement
relevance and
aggregation
Market - Operations – Financial: improve the current process by offering
the best product and the best service, to obtain the best results.
Customer satisfaction – agility – resilience:
• Respond on time to customer requests

• Improve the purchase process
• Implement quality measures
• Increase personnel in the centres of attention
High diagnostic power • Value the user experience
and frequency of
measurement
Quality- dependability- Speed – Flexibility – Cost: offer products with
efficiency and effectiveness


Assessment Task
o Review:
Distance between the two work sites

Relocating or hiring more personnel to support the management of the company
Decrease errors in the warehouse
Re-evaluate the complaints and claims presented
Improve customer service
Ensure that each employee fulfils his duties
o Measurement plan:
• Identify the business objective: be leader in supplying retailers with the best
packaging products and in providing exceptional customer service.
• Identify the strategies and tactics to achieve our business objective:
a. Increase sales
b. Reduce complaints and claims
c. Attract more customers
d. Reduce errors in orders
• Identify if we are achieving the objectives and, if necessary, implement strategy
changes (KPI, Key Performance Indicator).
• Identify segments: Identify the behaviour of users according to their behaviour
patterns new and currents.
We want to better understand our clients and potential clients and, thanks to that, draw up a
communication strategy.
3.3 Analyse
The failure of the company regarding to the vision and goals set 15 years ago which are to be
the leader in supplying retailers with the best packaging products and in providing excellent
customer service is due to non value-steps during the process.
The company received an important number of complaints which are due because a lack of
management of customer complaints and the delays for the customer orders.
The non-value steps are:
• The location of the head office and the warehouse are different
• Lack of training for new staff members


Assessment Task
• Lack of motivation and culture in the workplace

• Lack of organisation in the warehouse
• Overuse of processes from order to delivery
• Delays, long waiting list
The company uses many unnecessary processes and must rework on a plan in order to limit the
non-value steps and improve the customer service and the overall company process.
3.4 Improve
Issue Solution Expected Outcome
Different location of the head Relocated the warehouse closer - Better customer
office and the warehouse to the head office service
Mark resists to change and - Incorporate a culture that - Create a better work
doesn’t share the roles and promote changes environment
responsibilities with the other - Have meeting with him in order - Decrease the number
team members to explain the reason of the of mistakes and
change and the benefits of it for misunderstandings
himself - Better time
- Establish with him a management
distribution of the roles in the
warehouse
Lack of organisation in the - Introduce a new computer - Decrease the number

warehouse system with label and numbers of mistakes
- Provide training for the new - Gain time
system
Lack of training of Lukas and - Provide training - Improve their skills

George - Provide coaching and and knowledge
mentoring - Improve the
productivity and work
more effectively
- Decrease the number
of mistakes


Assessment Task
3.5 Control
• Provide training in order to up-skills the new staff
• Communicate the vision and the goals to all workers and ensure they clearly understand
• Integrate coaching in order to observe the implementation of the new processes and to
ensure the consistency and formality
• Ask for feedback from the customer in order to know if we are on the good way or not and will
be use for further improvement when undertaking future planning
• Allocate the roles and responsibilities for each employee in order to reduce
misunderstandings, dispatch the work fairly and treat the workers equally
• Develop a respectful culture environment which provide motivation and the opportunity for the
team member to express themselves regularly
• Recognize the staff for their progression by offering them rewards
• Improve the communication between the different departments in order to reduce the
misunderstandings, mistakes and reduce the time of the operation
• Organize meetings between the CS and the warehouse in order to discuss about the
progress and issues due the changes and fix it asap
SECTION 2 – FACILITATE CONTINUOUS IMPROVEMENT
This section is about:
o Leading the continuous improvement process

o Support the organisation in the continuous improvement effort
o Monitor and adjust strategies for continuous improvements
o Manage opportunities for continuous improvements
Address the tasks that follow referring to your CI project and the DMAIC plan for CI that you have
developed in section 1.
Some help text is provided to give you clear guidelines for the completion of this assessment. Delete the
help text when submitting.


Assessment Task
TASK 1- LEAD CONTINUOUS IMPROVEMENT SYSTEMS AND PROCESSES
1. Leadership
During this continuous improvement process, we are trying to go back on track with the vision set
15 years which is to be leader in supplying retailers with the best packaging products and in
providing exceptional customer service. In order to reach our goals we must answer to the
company needs which are:
- Develop a pleasant workplace for the team member among all departments
- Provide excellent customer service by limiting complaints and mistakes and introduce quality
practices
- Improve the speed of the process order-delivery
- Establish a continuous improvement culture to all the team members
- Improve the relationship between the workers and motivate them
The company considerably needs changes into the core team in terms of motivation and
cohesiveness as well as being trained. The system must be examined because we can clearly
understand that there are issues, which increase the process timing. The customer service must
be readapted in order to reduce costumer complaints.
2. Team engagement
It is important to introduce confidence, reward and recognition in the workplace in order to

encourage the team to participate to the continual improvement by suggesting coaching, diverse
communication ways and more. Adapt the reward and recognition to each employee and make
sure they feel appreciate.
In order to create an adequate environment propitious to continual improvement, trust, openness
and fair treatments must be integrate in order to ensure that all employees feel secure and
comfortable and speak about unrealized opportunities and un-addressed issues. Suggest open
and honest discussion with the aim to identify any issues and enhance creativity.
We will provide training suitable to each worker in order to support his personal improvement.
They will focus on skills and knowledge appropriate to each of them. Furthermore the trainer will
emphasis on motivating the employees and must focus on the practical application of process
analysis, data collection, process mapping, waste quantification, and process formalization.


Assessment Task
3. Stakeholders
Stakeholders Role Responsibility Interest and authority

in the CI project
Manage customers - Manage complaints Interest: HIGH
Customer service
Authority: MEDIUM
Manage finances - Credit check
Accountant department Interest: MEDIUM
- Account reports
Authority: MEDIUM
Manage production - Take order
Staff (Mark, George, Interest: HIGH
- Labelling items
Luke)
- Organize items Authority: MEDIUM
- Prepare shipment
- Collect items
Manage CI - Ensure a CI culture
Project manager Interest: HIGH
Authority: HIGH
Manage company Sponsor
Head Office Interest: HIGH
Authority: HIGH
4. Communication
Target Communication Communication Media or Channel Frequency

Audience needs Deliverables
Project Need to know -Project status - Email - Weekly
team what to work and progress - General meeting - When required
about, the task, -Role - Bulletin board
the schedule, - Responsibilities - Workshop
The progress -Strategies -Presented as a
summary format
- Newsletters
Steering Review of the -Project status - Meeting - weekly
committee project -Risk and - Email
progress responses - Video conference
-Issues and - Reports
resolutions - Phone calls
-Budget
-Updates
Project Review of the -Issues - Meeting - Weekly
sponsor project -Decisions - Email - When require
progress -Project status - Video conference
-Update - Memos

Assessment Task
-Budget - Faxes
-Project overall - Voice mail
Accountant All the financial -Update project - Meeting - Weekly
aspect of the financial - Email - If require
project - Phone call
- Meeting
Vendors All information - Stock - Phone call - As required
related to the - Equipment’s - Email
merchandise needed
- Materials
needed

5. Communication sample
Dear staff,
As mention during our meeting, we meet a serious issue with the labelling and the organisation of
the items in the warehouse. In order to reduce the mistakes and gain time, we decided to
implement a computer system, which will, allow you to find each items easily. We will conduct a
training session for two weeks with a qualified trainer specialized in computer system.
th
The training starts from the Wednesday 7 of February and will be held from 6pm to 9pm
everyday excepted weekends. It is compulsory for everyone and I ensure you it will be really
helpful for your organisation and the future. I will appreciate you gain maximum out of these
sessions therefore you are requested to not take any holiday during this period.
If you have any questions about the training, please contact me on the 0423485067.
Kind regards,
Laly and Tatiana
Project managers


Assessment Task
6. Sustainability requirements
o The sustainability requirements that we have been taken into consideration in the CI process are:
• Management support
• Feedback and review of the steps in each process.
• Clarity in responsibility.
• Power of decision for the worker.
• Tangible way to make the measurements of the results of each process.
• The continuous improvement as a sustainable activity over time and regular and not as a quick fix
in front of a specific problem.
• Original process well defined and documented.
• Participation of those responsible for the process.
• Transparency in management.
• Any process must be agreed, documented, communicated and measured in a timeframe that
ensures its success.
o We would ensure that change and improvement processes meet sustainability requirements
introducing improvements in products, services and processes. The improvements will be the
basis to ensure the stabilization of the process and the possibility of improvement, it is necessary
to identify all the processes and the measurable analysis of each step carried out. Additional we
will implement the corrective, preventive actions and the analysis of the satisfaction in the
members or clients.
We will carry out the continuous improvement process in the most effective way, improving the
quality and efficiency in ABC. Based on the sustainability requirements we will establish the
objectives and processes, and we will take the necessary actions to improve its performance.
7. Mentoring and coaching
o Setting Goals provides employees with something definite to work toward and has the potential to
increase productivity in the workplace. Mentors and coaches help employees create realistic
goals. These individuals may also analyse employee performance and help employees set goals
to improve areas of weakness. Throughout the process of reaching a goal, mentors and coaches
provide motivation and feedback to encourage.
o Celebrations and Rewards help motivate workers. As employees reach goals in the workplace
and make improvements to their performance based on constructive criticism, mentors and
coaches should take the time to reward employees and celebrate their achievements.


Assessment Task
Celebrations and rewards will build respect for the mentor or coach and help employees see that
the individual is not only there to criticize but also to share in employee success.
8. Mentoring and coaching process sample
In ABC we want to implement an improvement plan based on "mentoring and coaching”, such as
The recognition of our employees, because it is an important element in the culture of the
company, to distinguish workers for their achievements and projects is important to increase the
team spirit and job satisfaction. A good incentive system significantly increases productivity, in
this case the company is going through a hard time and we have to implement many changes to
satisfy customers, the recognition of our employees can help us feel motivated to help the
company and reduce the mistakes that have been made.
These incentives are clear motivators for good performance.
o Recognition of good work

o Flexible time management
o Training
o Additional benefits
o Opportunities to learn
o Opportunities for development, growth and promotion
o Management of transversal projects
o Good working environment
9. Knowledge management strategy
The ABC organization will generate new knowledge based on experience, skills and attitudes in
the development of a culture of its own; they will help the environment to stimulate knowledge in
which the quality of human resources converges, the ability to manage information and the
presence of an organizational model capable of implementing and integrating the appropriate
tools, techniques and methods to be fully involved in the knowledge creation process.
The company currently needs this strategy so that all the staff is involved and helps the
implementation of new techniques that help us to reduce errors in the orders of stock exchanges
and achieve customer satisfaction.
10. CI Register – (Attached)

BSBMGT516_T1_CI Register template_LeidyTatianaMartinezBlanco


Assessment Task
TASK 2- MONITOR AND ADJUST PERFORMANCE STRATEGIES
1. Monitoring
It is important to mention that monitor and control lead to trust. Trust could be one of the
strategies used for CI however, in order to ensure to good development of the project, we can’t
avoid this process. Different strategies can be useful to ensure the continuous improvement.
Integrate inspections by checking on a list all activities if they have been completed in order to
ensure the continuous improvement. Checklists are great and allow collecting the data’s with the
type and frequency of the deliverable. Control charts are used in order to measure the actual
output against the expected outputs. Furthermore it allows detecting any variations in order to fix
it. Flowcharts are more visual and represent the activities and stages of a deliverable. A cause
and diagram effect is used to identify the causes, which contribute to an effect.
2. Communication
In order to communicate any new monitoring strategy that must be implemented to facilitate
improvement, I will use a communication matrix, which determines the audience, the
communication needs, the communication deliverables, the way of communication and channel
and the frequency. This matrix allows determining WHAT, WHO, HOW, WHEN, WHY a process
needs to be communicate in order to be successfully undertaken. Furthermore it allows you to
split each stakeholder in order to ensure to answer to his communication needs and avoid any
excess of information. Most of the time, the monitoring strategy doesn’t touch every stakeholder
that is why the communication must be defined into a matrix. Some of them must be regularly
communicate in order to ensure the continuous improvement however others just need to know
that this process is undertaken.
TASK 3- MANAGE OPPORTUNITIES FOR FURTHER IMPROVEMENTS
1. Communication
It is the duty of the project manager to encourage the team members to participate into the CI and
that they are acknowledged of positive or negative changes.
• Integrate an audit process according to the company standards in order to check if the team
is maintaining the training records, the policies are correctly followed, maintaining the
schedules, evaluate the outcomes.
• The first process we will implement is a general meeting where each of the team members
will have a part of it and will explain the current progression of his department.
• We will establish a communication matrix, which determines the audience, the
communication needs, the communication deliverables, the way of communication and

Assessment Task
channel and the frequency. This allows to differentiate each stakeholder group in order to
ensure to answer to their communication needs and to not exceed in the communication to
make it simple and clear.
• Visual ways are easy to understand and can be display at the workplace. This includes
posters, newsletters, graphics, mails and so on.
2. Communication process sample
Communication matrix divides the stakeholders in groups depending on their communication

needs, the communication deliverables, the frequency and the way of communication. This is the
base in order to set up a really easy and useful communication plan. The communication matrix is
really important during a continuous improvement process because it allows you to correctly
distinguish the different stakeholder communication needs and avoid excess of information. The
project manager by developing an accurate matrix will motivate people to commit to changes by
showing excepted benefits and early results. However he must be very careful because too much
information could possibly lead to a resistance due to a change and thus create many issues.
This process as much as the other, allows to support the behaviour change and keep
stakeholders active in the continuous improvement process and link to the goals.
3. Team performance process
Ensure an Ongoing Process: Goal setting, performance planning, performance monitoring,

feedback and coaching is ongoing and supports the creation of the performance appraisal, which
in turn supports processes related to rewards, learning and development. Performance
monitoring, feedback and coaching creates a separate feedback loop within the larger loop which
should take place more often, allowing for necessary adjustments to performance planning as
conditions dictate.
Improve Productivity Through Better Goal Management: Regular goal tracking allows for the
opportunity to provide feedback as needed, make adjustments to performance plans, tackle
obstacles and prepare contingencies for missed deadlines. Without a mechanism to regularly
track progress against goals, the ongoing, cyclical nature of the process falls apart. Goal progress
discussions, along with all performance feedback, should be delivered with respect and should be
objective and supportive. Specific examples provide clarity and help the employee focus on future
improvements.
4. Team performance template
Purpose: To assist the project manager with gauging the individual team members’ effectiveness and contributions to the
ABC company. The project manager should evaluate every member of the team prior to the project ending or the team
member leaving the project. This information may be used as input for the organization’s performance evaluation process.


Assessment Task
Team Member: Mark, Lucas, George, Samantha
Respond with a grade from 1 to 5 to the following

1 2 3 4 5 Comments
statements about the Team Member: (1 = low, 5 = high)
Displayed a commitment to the project.
Clearly communicated issues and took action as necessary.

Was proactive and results oriented.
Met due date commitment or provided the best possible

alternative if the original due date could not be met for their
work.
Communicated within the team environment appropriately.
Maintained strong leadership at times and support of the

project team; set an example of flexibility.
Effectively utilized project tools when applicable, i.e., status

reports, project schedule, project repository.
Communicated any risks to the project objectives or

milestone appropriately.
Used effective escalation of changes in the project.
Conducted timely project meetings and conference calls

with team members; had control of meetings.
Provided feedback and suggestions for improvement during

the project.
Performed in a courteous and professional manner.
Added value to the project.
Had good knowledge of products and services involved in

the project.
Showed sound and appropriate decision-making during the

project.


Assessment Task
5. Further improvements
o Delivering regular relevant job feedback

o Setting and communicating clear performance expectations
o Linking performance to compensation clearly
o Identifying organizational career paths for employees
o Evaluating performance and delivering incentives in a fair and consistent manner
o Providing appropriate learning and development opportunities
o Recognizing and rewarding top performers


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Lonsdale Institute Pty Ltd

Unit Code BSBMGT516

Unit Name Facilitate Continuous Improvement

Assessment T1 Due Date 11 February 2018

Student Name Leidy Tatiana Martinez Student ID LON00004SW

TA102 FO Assessment Task Page 1 of 16

You are required to:

• Choose one of the two projects provided by your trainer

SECTION 1 – CONTINUOUS IMPROVEMENT INTERVENTION

• Understanding the business problem that requires a continuous improvement intervention

PROJECT 1 – ABC Shop Supplies Pty Ltd

TA102 FO Assessment Task Page 2 of 16

Image of the product:

Customer expectations: Customer Gap 4

Customer own specification of

Gap 1 Actual Product: company

TA102 FO Assessment Task Page 3 of 16

o Current process chosen for analysis.

Overall strategic objective: Development and implementation of a

Customer satisfaction – agility – resilience:

• Respond on time to customer requests

TA102 FO Assessment Task Page 4 of 16

Distance between the two work sites

The non-value steps are:

TA102 FO Assessment Task Page 5 of 16

• Lack of motivation and culture in the workplace

Issue Solution Expected Outcome

Lack of organisation in the - Introduce a new computer - Decrease the number

Lack of training of Lukas and - Provide training - Improve their skills

TA102 FO Assessment Task Page 6 of 16

• Provide training in order to up-skills the new staff

• Recognize the staff for their progression by offering them rewards

SECTION 2 – FACILITATE CONTINUOUS IMPROVEMENT

This section is about:

o Leading the continuous improvement process

TA102 FO Assessment Task Page 7 of 16

TASK 1- LEAD CONTINUOUS IMPROVEMENT SYSTEMS AND PROCESSES

It is important to introduce confidence, reward and recognition in the workplace in order to

TA102 FO Assessment Task Page 8 of 16

Stakeholders Role Responsibility Interest and authority

Target Communication Communication Media or Channel Frequency

TA102 FO Assessment Task Page 10 of 16

7. Mentoring and coaching

TA102 FO Assessment Task Page 11 of 16

8. Mentoring and coaching process sample

These incentives are clear motivators for good performance.

o Recognition of good work

9. Knowledge management strategy

10. CI Register – (Attached)

TA102 FO Assessment Task Page 12 of 16

TASK 2- MONITOR AND ADJUST PERFORMANCE STRATEGIES

TASK 3- MANAGE OPPORTUNITIES FOR FURTHER IMPROVEMENTS

2. Communication process sample

Communication matrix divides the stakeholders in groups depending on their communication

3. Team performance process

Ensure an Ongoing Process: Goal setting, performance planning, performance monitoring,

4. Team performance template

TA102 FO Assessment Task Page 14 of 16

Team Member: Mark, Lucas, George, Samantha

Respond with a grade from 1 to 5 to the following

Displayed a commitment to the project.

Clearly communicated issues and took action as necessary.

Met due date commitment or provided the best possible

Communicated within the team environment appropriately.