Bsbmgt 403 Task 1 - TASK1 PDF

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BSBMGT 403 Task-1 Ravinder Kaur (A12072)

1. Explain at least two key elements of a formal continuous improvement system. Ans: Continuous improvement is an ongoing incremental approach that focuses on market optimization, change management, and delivering strategic outcomes. It is part of the successful strategic implementation mechanism which can be applied to any business activity. Key elements of a formal continuous improvement system: 

Goal alignment: Improvements should be made to meet unique, well-defined, and generally accepted corporate objectives. When all employees understand that what the corporation wants to do in the short- and long-term goals, they are more prepared to make good choices that help the company meet its goals.

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Employee engagement: All employee must take responsibility for identifying and working on opportunities for change under the quality improvement paradigm. Leaders must communicate that change is just as much a bottom-up effort as it is a top-down one for this to happen.

2. Explain how the Plan, Do, Check Act Cycle can be used to support effective continuous improvement. Explain each part of the cycle in your answer. Ans: The Plan Do Check Act Model, a four-step quality assurance process, is one of the most used tools for continuous improvement. The PDCA method is used to improve systems, products, and resources while still addressing issues. It encourages small-scale testing before altering company-wide procedures and work techniques. The PDCA cycle is made up of four steps: 1. Plan: Identify the issue, gather relevant data, and comprehend the problem's fundamental cause. Create hypotheses about what the issues could be and choose one to test. 2. Do: Develop and execute a solution; select a metric to assess its efficacy; test the possible solution; and assess the outcomes. 3. Check: Confirm the outcomes by comparing before and after data. Examine the outcome, assess its usefulness, and determine if the hypothesis is supported or not. 4. Act: Document the findings, notify others about the modifications and provide suggestions for future PDCA cycles. Implement the solution if it was a success. If not, go on to the next issue and continue the PDCA cycle.

3. Explain how brainstorming with staff can be used for effective continuous improvement. Ans: Brainstorming is a technique for easily producing many suggestions about a problem, its causes, solutions, or something else. Brainstorming is the process of exchanging thoughts to enhance a structure, workplace, or other function that may result in higher sales or morale. Individuals or groups may use brainstorming to come up with new ideas. It can be used by business teams to share and draw on each other ideas. Rules for brainstorming: 

Keep your focus on your objective.

BSBMGT 403 Task-1 Ravinder Kaur (A12072)

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Come up with as many ideas as you can.

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Any advice is acceptable.

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There is no criticizing or contrasting to people's thoughts.

4. Describe at least three areas of a business that typically need coaching and mentoring to support continuous improvement. Ans: Three areas of business: 1. Employee experience: We need a training program to mentor and track inexperienced employees. Coaching and mentoring entails combining experienced professionals with workers who need assistance adjusting to the working environment and culture. 2. Sales: Increased competition, shifting client buying patterns, and advancements in digital marketing have all had an impact on the efficacy of sales teams. Salespeople need access to the most up-todate sales strategies and engagement technologies to succeed in today's corporate environment. This is when coaching and mentoring come into play. To truly succeed in building sustainable sales pipelines, a company must invest not just in the appropriate people, but also in the correct sales process, sales skills, and sales team culture. This should be backed up with continuing sales mentorship and coaching to ensure they stay on track to meet their objectives and maintain their high sales standards. 3. Handling complaints: People who deal with complaints daily require coaching and mentorship to cope with the stresses of everyday life. People that seek complaint services are typically disappointed and upset with the corporation for whatever reason, and they end up paying the person who handles their complaints. As a result, it receives a significant negative charge and needs assistance to learn how to deal with it. This is when effective coaching and mentorship come into effect.

5. Explain the importance of continuous improvement as part of a quality management system. Ans: A quality management system that records processes, practices, and roles for meeting quality goals and goals is known as a quality management system. A quality management system aids in the coordination and direction of an organization's operations to satisfy the customer and regulatory standards while continuously improving its efficacy and performance. Continual improvement is an important part of any quality control approach because it provides a common purpose for all operations within a company. Continuous improvement has certain advantages, such as an efficiency edge, the convergence of improvement plans at all stages, and the ability to respond quickly to any opportunities.

6. Discuss the relationship between performance management and continuous improvement within an organization. Ans: Performance management may be used in an organization to assess staff members' performance and identify opportunities for change to satisfy the demands of the organization. Performance

BSBMGT 403 Task-1 Ravinder Kaur (A12072)

management is an approach that refers to quality development using continuous evaluation and analysis in the improvement of team performance. Similarly, as part of the quality improvement process, performance management for the selection of strategies for achieving an organization's performance indicators requires continuous meetings of the expectations of the organization's performance indicators. Furthermore, performance management entails the implementation of quality improvement programs, structures, protocols, and strategies to increase organizational responsiveness to main performance metrics. 7. Explain the key phases of a change management process. Ans: Change management is described as a company's methods and procedures for describing and implementing change in both internal and external processes. Preparing and supporting staff, identifying the appropriate transition measures, and reviewing pre- and post-change events to ensure effective execution are all part of this process. Key phases of a change management process: 1. Strategy and Planning Phase of the Change Management Plan: The first step in forming a fruitful relationship and implementing systemic reform is to start the project between the company and the new service provider. Your new partner organization's Project Manager should be prepared to have a full conversation about the project overview, requirements, and related timing/milestones, commonly known as the project baseline. Everyone on the team should talk about what a successful change looks like and assign change management responsibilities. From these initial discussions, a thorough project plan should be developed and evaluated with the project team regularly. 2. Configuration and Testing: Organizations may use a prototype or trial environment to prepare and test technical configuration setups. Considerations for a Change Management Plan are: 

Map changes in business and technology,

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Configuration and alignment with new processes and technology,

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Testing, approvals, and signoffs.

3. Product Training: Training is required and can be arranged as soon as possible for the relevant administrative users of the current program to walk through the new implementation and any workflow modifications that could occur because of its introduction. Training should be thorough and focused on the application's particular features. The following are some things to think about while creating a change management strategy. Exposure to support services and contacts, as well as training on new business processes and technological developments. 4. Communication Plan and Rollout: Change management is difficult, but a potential partner may be able to provide advice and guidance on engagement techniques for the launch. For example, a current tech customer used a video conference meeting to offer Conversant as the company's compliance solution to all employees. Instead of a long communication, an email blast to staff was sent out, which contained a video for watching.

BSBMGT 403 Task-1 Ravinder Kaur (A12072)

8. Describe customer service standards and their importance. Ans: Customer service standards are the principles or procedures that an organization follows to inform and shape the customer's engagement with the company at any stage of the customer experience. Companies use these principles to enable customer service representatives to address customer issues, challenges, and concerns as efficiently and satisfactorily as possible, benefiting both the customer and the business. Strong customer service levels will help a business attract more committed clients while still greatly increasing earnings. Importance: 

Service standards assist management in the development and monitoring of a variety of different retail procedures, such as recruiting and productivity.

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Quality standards must be both precise and methodical, as well as a representative of the human element of the business, they must be personable.

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They assist in defining what a client may anticipate as well as reminding management and staff of the task and responsibilities they confront.

9. Explain the importance of measuring service standards. Ans: Customer support in the highest caliber is critical to every company's or organization's performance. The desire to return consumers and partners for further business is critical to the expansion and long-term viability. However, to ensure that their activities are up to date, owners and administrators must make deliberate efforts to measure customer-service standards daily. Customer satisfaction measurement is critical for every company's success because it reveals what succeeds and where improvements can be made. Customer retention is critical for increasing customer loyalty, lowering prices, and attracting customers. Consumer satisfaction is critical to the company's success. It is not only a key point of distinction that lets you win potential clients in dynamic market environments; it is also a leading metric for measuring consumer satisfaction, identifying dissatisfied customers, reducing turnover, and sales.

10. Describe four tools that can be used to measure service quality. Ans: Tools to measure service quality: 1. Customer research: Understanding and addressing the demands of clients is how successful businesses create value. Based on dependable, precise information, good customer research helps you pick items, customize your marketing, and build sales methods for the individuals in your market. Customer research should be included in your entire market research and carried out frequently.

BSBMGT 403 Task-1 Ravinder Kaur (A12072)

2. Customer complaints policy: Complaints that are handled properly might be beneficial to your company. Complaints are a chance for good business owners to create great, long-term connections with their consumers and enhance their customer service. Customer complaints provide vital insight into how firms may improve. Well-handled complaints may help you keep current clients while also bringing in new ones. 3. Market research: The research methods you use will be influenced by the sort of information you want to obtain about your consumers, market, or rivals. Information may be gathered in a variety of methods and for a variety of purposes. To acquire the findings you need, you can combine any of these research methods. 4. Benchmarking: It is a method of comparing your company's performance to that of similar-sized companies in your sector. It provides you with crucial information on how to develop your business. Benchmarking allows you to: 

Identify areas where you may save money and increase efficiency,

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Identify chances for improvement, fresh ideas, and creative methods by comparing your company's productivity to the number of people you have,

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Identify ways to improve your company's competitiveness,

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Estimate the effects of any changes and figure out how to plan for expansion.

BSBMGT 403 Task-1 Ravinder Kaur (A12072)

References:

 What Is Continuous Improvement? Definition & Tools (kanbanize.com)  What are the key elements of continuous improvement program (slideshare.net)  The Role of Continual Improvement in Quality Management (isotracker.com)  What is a Quality Management System (QMS)? | ASQ  The 4 Phases of an Effective Change Management Plan [Full Guide] (convercent.com)  What is Change Management and How Does it Work? (prosci.com)...