Part A - Written Responses

Question 1:

Explain why the failure factors must be identified and investigated.

Question 2:

Explain how to manage and overcome emerging challenges and opportunities.

Question 3:

Explain what Knowledge Management System and learning from activities for innovation

and continuous improvement must be captured.

Question 4:

Explain how innovation and continuous improvements can be evaluated.

Question 5:

Recommend ways to encourage the team members to the changes, such as innovation

activities.

Question 6:

Explain why seeking advice from relevant stakeholders, including experts, is important for

continuous improvement, innovation, and learning.

Part B - Case Study

Scenario

Recently you have been appointed as operating manager in the headquarter of Star7

franchise caf. The Franchise has 10 branches in Sydney and is planning to expand its

operations across major cities in Australia. However, as the barrier to market entry is low,

many competitors have joined the market, and large franchise companies aggressively

initiate marketing promotions. The Franchise company requests you to identify areas for

improvements in the business operations.

You have collected and analysed data about the performance, efficiency in the business

operations. As a result, you have identified the following:

? Customer satisfaction has become worse for the last 2 years due to the long waiting

time when ordering and receiving.

? Especially during morning periods, the customers moved to another caf due to the

long waiting time.

? The staff hiring process is very slow as all applications and selection processes are

conducted in the headquarter.

? The Franchise does not have an online ordering system, and the current POS system is

old and outdated as only sales order recording and issuing receipts are available. As a

result, serving employees take more time to receive orders and payments and to send

orders to the baristas.

? Supplies are delivered on orders made by the branch managers, and sometimes proper

deliveries were not made due to late ordering.

? Due to limited spaces in each branch and WHS issues, the current no of employees

cannot be increased.

? The current POS machines only generate paper receipts, and sometimes it takes time

to replace the new paper cartridge in the machines, which makes a longer waiting time.

Question 1:

From the scenario, the company will obtain the customers' private information when they

create their accounts for online ordering. Find out more innovative ideas and explain how

your ideas will create more benefits for the company.

Question 2: a. Identify relevant stakeholders to discuss the costs and the benefits of an online ordering system and self-ordering kiosk. Stakeholders Selected Stakeholders Selected Branch managers Online ordering system Barista in the branches supplying companies Serving employees Self-ordering kiosk Logistics managers supplying companies HR manager Finance manager CEO Operating manager Marketing manager Customer Service officer b. Explain why you must have a consultation with the stakeholders. (PC 4.2, PE 6, KE 1, 4, 6)Question 3: Develop action plans to support the changes and improvements which will be implemented. Use the following table to answer and the following actions: 0 Announcement for plastic straw bans through social media and in the branches - 3 weeks ' Purchasing online ordering system and its implementation 4 weeks 0 Training for online ordering system operations - 3 weeks 0 Installing self-ordering kiosk - 4 weeks 0 Training for self-ordering kiosk operations - 3 weeks The marketing manager will be responsible for the campaign announcement and actions for the online ordering system, and the self-ordering kiosk will be managed by the operating manager, and the training will be organised and managed by the HR manager. (PC 3.1) Actions Objectives {1: me Measurement ResponSIble ame person Announcements Checking whether any of the . for plastic straw To promote 3 weeks branches use the one and Marketing bans sustainability response from the customer manager through the social medias Purchasing online ordering system and its implementation Training for online ordering system operations Installing self- ordering kiosk Training for self- ordering kiosk operations