BSBMGT516 - Facilitate continuous improvement

As a response to increasing competition, the CEO of BizOps Enterprises (Rose Hargreaves) has decided the organisation needs to focus on continuous improvement across all areas of the business to remain viable and competitive. The company does have a Continuous Improvement Procedure but it has never been implemented. You have been given the responsibility for developing a Continuous Improvement Strategy that includes systems and processes to facilitate continuous improvement in the retail operations department. The aim is to improve the quality of customer service that is provided to new and existing customers.

Task One

Review the BizOps Vision, mission and values, company business plan and continuous improvement procedures. Develop a Continuous Improvement Strategy to encourage employees to embrace continuous improvement and look for opportunities and ways to improve, contributing their ideas and feedback. Your strategy should include:

a. A communication plan to ensure all staff are kept up to date with continuous improvement initiatives and outcomes. The plan should be in the form of an action plan. You may use the template in Annex II.

b. A training plan to ensure all employees are trained in BizOps continuous improvement procedures and should include coaching and mentoring. The plan should in the form of an action plan. You may use the template in Annex III.

Task Two

BizOps Enterprises is committed to adopting sustainable work practise and reducing their carbon footprint Review the BizOps Sustainability Environmental Policy and the environmental management information provided by the Department of Industry, Innovation and Science here: https://www.business.gov.au/Info/Run/Environmental-management Write one-page information sheet to be distributed to all staff explaining how continuous improvement processes can be used to help BizOps achieve its sustainability and financial targets

Task Three

Develop a step by step procedure that all Retail Operations staff can follow to provide feedback and contribute ideas for continuous improvement. The procedure should ensure all information is captured and is accessible through the BizOps intranet.

Task Four

It is essential that managers continually monitor the performance of their area to identify areas that need improvement.

a. Develop a step by step procedure for monitoring store performance that all Retail Store Managers can follow to identify areas of weakness, provide feedback and contribute ideas for continuous improvement. The procedure should ensure all information is captured and is accessible through the BizOps intranet.

b. Develop a strategy to ensure all managers follow the procedure to monitor performance and productivity in their areas so that opportunities for improvement can be identified. Ensure you include actions to be taken if the managers do not comply.

Task Five

Develop a Continuous Improvement Policy to ensure that continuous improvement is at the forefront of future planning at BizOps. This policy should refer to the BizOps Business Plan and Operational Plan, and should be presented as a formal policy document. You may choose to follow the format provided in your learner guide (e-book) or access a template on the internet.