Question

BSBMGT403_SIC - IMPLEMENT CONTINUOUS IMPROVEMENT Summative assessment 2 (0% completed) Project 1 Senior management in your organisation has identified, as part of the continuous improvement process, a number of improvement activities to be implemented by your team/ division/ section. The improvements will mean some fairly large changes to your work routines and practices. As frontline manager, you are responsible for ensuring that these changes are made and the new targets are met. Unfortunately, one of your team members is very much opposed to the changes. This employee is in a position to influence the other employees. As a result, there is a fair amount of confusion and resistance from the whole team/ division/ section. a. How will you go about communicating, introducing and managing the improvements so that the employees with whom you work will support them? • encouraging people to see the need for change . the concept of ownership • involvement and participation clear goals and targets b. What tactics would you use to gain support of those resisting the change? . the reasons why people resist change the need for open, honest communication selling the benefits of change . mentoring and coaching C. How will you use the organisation's resources and technology to monitor and review any changes or improvements that are made? . monitoring processes and systems d. How will you know if the service to your customers has been improved? . monitoring tools evaluation strategies e. How will you and the team identify further opportunities for improvement? • Feedback / Communication Results / evaluation . Data • Recording of records and reports (You will use the resources and tools developed in activity 2.1 and 5.2 within the answer. This is an observable activity - contact your trainer to organise a time to participate). Your trainer will issue you with the Observation Checklist with your Student Resource. The Observation Checklist is required for a satisfactory outcome in this assessment. It will be completed by your Trainer and attached as evidence to your assessment.

Answer 1

Answer(a) In the organisation there is need to have effective communication and all members should be enlightened about need of change and encourage them as change indicates innovation. Employees need to make aware of latest techniques that is adopted in order to have easy transition that can help in resist free change. Example : Friendly trainings of new technologies and financial motivation in order to complete training.

Employees should be involved and motivated for participation in managerial operations which can create feeling of belongingness for company. Manager should execute efficient and effective techniques which could help employees to set their goals and targets which are clear to them without any confusions and doubts.

Answer(b) First of all to change resistance behaviour of employees , there is need to identify reasons due to which such behaviour exists and then channelize those negative reason in positive way by open and honest communication. Coordination ensures effective communication between employees and management. There is also need to make them realize benefits of change that could include increase in their salary and net worth in the organisation. All this is possible with effective mentoring and coaching by skilled trainers in the organisation.

Answer(c) In order to make improvements firstly there is need to identify loopholes and reasons that is responsible for current situation. Then those points should be considered. There is urgent need of measuring desired performance and actual performance via regular monitoring. Then necessary steps to be taken by manager to enhance performance and improvements in existing operations by research and development in respective field.

Answer(d) The vital role played in measuring improvement in services provided to customer is customer satisfaction survey. This is best instrument to fetch data related to customer feedback about the services. With that data areas of weakness are identified and thus further improvement by adopting suitable strategies.

Answer(e) Improvement will be ensured by regularly scheduled communication sessions which will be including discussions about merits and demerits of existing processes and will give opportunities to all employees to give their suggestions in this interactive sessions. Reports should also be made in order to monitor regular performance of employees and on basis of results and evaluation further opportunities can be identified and improvements can be done in the organisation.

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