ASESSMENT TASK 1
IMPLEMENT CONTINUOUS IMPROVEMENT
BSBMGT403
NAME-SUKHVIR SINGH
STUDENT ID – BSB000010R
TRAINER’S NAME-NICOLAS TIRRIS
DATE-30 OCTOBER 2015 Table of Contents
Introduction 3
Background 4
Investor relations 4
Marketing Strategies 4
Technology 5
Customer Service 5
Implement Continuous Improvement Process 5
Improve Customer Service 6
Reference 6
Introduction
Continuous improvement is Scheme of making bad thing better . Continous improvement process People use in there daily life also. By using continous improvement A company. Can increse there selling of goods and if they improve customer services customers will be satisfied they will tell other customers about the service of the company
In this report I am writing
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Accordingly, it may vary by product, service, industry and individual customer. The perception of success of such interactions is dependent on employees who can adjust themselves to the personality of the guest. Customer service is also often referred to when describing the culture of the organization. It concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization, or may proactively interview customers for feedback.(buisness.gov.au)
Implement Continuous Improvement Process
Continuous process improvement is a democratic method of firm improvement. Rather when compared with imposing items to the people exactly who work with processes, it benefits its assistance along with expertise to be able to improve them. throughout training and also guidance, your staff members know How to think about potential areas of improvement and, no matter whether the right structure will be there, turn your current improvements directly into a great reality. Earlier You will have continuously improving processes you need to implement this system.
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Once you know the areas that need improvement, you can start brainstorming ideas on how to improve them.
Develop a detailed solution for one of the problem areas. Include a budget outlining what the process improvement requires and start target measurements to determine if you met your goals.
Implement your plan. Involve every stakeholder in the implementation process from the highest level of management down to the workers who use the process on a daily basis. You must make it clear that continuous process improvement is a priority.
Evaluate your solution. Determine if you met your improvement goals. Keep in mind that you must improve every process continuously and that you cannot achieve perfection with one adjustment.
Repeat with increasing frequency. Diminish the role of the steering committee each time. Completed improvements often point you toward new areas that need to be addressed.
Improve Customer Service
Customer service is about giving customers what they want, when they want it, in the best possible way. If your business provides good customer service, you have a greater chance of keeping and increasing your customer
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
There is a lot of literature on the concept of continuous improvement (CI). Studies show that CI is very important to creating competitive advantages in highly competitive industries such as the automobile industry (Bhuiyan & Baghel 2005; Li et al. 2009; Schaeffer, Cadavid, & Backström 2010). These studies suggest that manufacturing firms use CI to eliminate waste in all organisational systems and processes (Bhuiyan & Baghel 2005; Li et al. 2009). Currently, manufacturing firms use lean manufacturing, six sigma, lean six sigma, and the Kaizen methods of CI methodologies to reduce wastages, simplify the production line, and improve quality (Swink & Jacobs 2012).
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
In order to teach continuous improvement for the most efficient flow of work, we suggest the Tennis Ball Game for Grange Insurance to use during their ‘Lean’ Workshop. The Tennis Ball Game is a competitive simulation exercise to introduce the Plan-Do-Check-Act processes in continuous improvement. It demonstrates the ability to use insights from one process cycle to improve the next cycle because multiple cycles of the same process can improve over time through cognitive awareness of the included parties and steps. The theory is that by monitoring a process, steps are able to be altered after each run-through. Furthermore, it is no secret that if more tests are done on a process, more knowledge will be gained, thus enabling better improvements
Help to satisfied orgensation shareholders and customer need by increase and measure the outcome and progress.
Establish where there is decreased productivity and make adjustments with other groups that can provide assistance or guidance. There should be Constant evaluation of decisions taken in the light of subsequent performance. Be aware of changing external environment and make decisions to improve our strategies.
the customers in a good manner improves the image of the company and product as well.
Businesses that are attempting to improve multiple processes simultaneously over a long period of time should reference the sand cone model before implementing business process improvements. Businesses experience lasting and cumulative improvements when the sand cone model is used to assign priorities to business improvements. The sand cone model emphasizes that businesses should focus on quality as the base of the sand cone and use quality performance as the first layer of business improvement. An emphasis on quality can be applied to many business operations. Real-world businesses can and should focus on quality at all levels of the organization. When businesses effectively utilize the sand cone model they are able to make improvements in quality performance and simultaneously improve other aspects of the business such as, dependability, speed, and
First, to develop a continual resolution of betterment. It is important to make sure that employees are using their talent, not always working hard to upgrade their level (Ron, 2001). Constant improvement does not only help to make the duties better, but also allows dedicating higher quality in the time ahead for a company (Nicoleta, 2015). According to David (2015), “Toyota employees generate more than one million process improvement ideas annually and 90 percent of those ideas are used for a better improvement”.
Many products, services and experiences are supported by customer services teams. Customer services provided expertise (e.g. on the selection of financial services), technical support(e.g. offering advice on IT and software) and coordinate the customer interface (e.g. controlling service engineers, or communicating with a salesman). The disposition and attitude of such people is vitally important to a company. The way in which a complaint is handled can mean the difference between retaining or losing a customer, or improving or ruining a company's reputation. Today, customer service can be face-to-face, over the telephone or using the Internet. People tend to buy from people that they like, and so effective customer service is vital. Customer services can add value by offering customers technical support and expertise and advice.
...t affecting the components are determined, improvement must be done next. In the improvement process, all possible solutions must be identified and then implement them. Control is the last phase in this whole process. In order to get a maintain and sustained process, all the phases before must be control including the cycle time which is if not being control, the results will be unstable. The company will be successful by implementing Six Sigma because of all the methodology of the Six Sigma. All the critical factors can be found and then controlled and also can be improved. In Six Sigma all the maintenance program was modified in order to achieve the goal of the company and meet the requirements of the customer. By implementing Six Sigma in the company, failure can be reduced and the quality of the organisation can be improved.
It shall improve processes to meet changing customer needs and preferences and use them as inputs for improving performance standards of products and services.
High service quality increases customer satisfaction and produces measurable long-term benefits in market share and profitability (Anderson, Fornell, & Lehmann, 1994). From the managerial point of view, the final goal is to attract and maintain customers. With the emphasis on the voice of the customer, service quality was defined as the difference between customer expectations of service and the perceptions of the actual service received (Parasuraman, Zeithaml, & Berry,1988).
In the past, organisations have focused more on technology instead of users but recent times have developed a new outlook. Businesses are being persuaded to get the customers’ opinion regarding service and support, and their satisfaction is used as the new measuring device. This is determined by the aspiration for constant process advancement. In order to improve processes many service managers aim to align operations with the business. By making use of ITSM process improvement methodologies and implementing industry standard best practices, better services are being offered to the