The set of following competency skills

Task:
Part A: Required skills
The set of following competency skills are needed for this unit

  • Communication skills, interpret and propose opportunities and areas of improvement
  • Learning skills to guide and coach employees, importance of using a variety of methods to serve different styles of leadership
  • Use of innovation and lateral thinking skills to formulate better methods to achieve outcomes
  • Planning skills to form and examine systems and processes for continual improvement
  • Teamwork and leadership skills to earn confidence and trust of others the student is required to demonstrate his or her ability to apply the skills into your work. You can use below mentioned strategies to demonstrate your capability to use these skills.
  • Give response to case studies and framework
  • Give examples and samples of written reports
  • Direct response to direct questions
  • Give collection of evidence and third-party reports of workplace of your on-the-job performance to provide evidence of planning, coaching or mentoring, teamwork and innovations you have suggested
  • Participate in the presentations
  • To assess the knowledge of quality systems, respond to oral and written queries
  • Give examples of developed strategies to make sure that team members are motivated and supported to actively participate in the decision-making processes and to take responsibility and initiative
  • Give examples that can reflect the way customer service strategies can be communicated to all stakeholders
  • Give documentation which clearly defines team work performance

Part B: Case study
Read the case study, afterward answer the questions that follow.

Case study
Sally Evans got promoted as sales manager and is in-charge of 9 sales representatives and 2 accounts managers. Before being promoted, she was the accounts manager. Her work was well-appreciated by her manager. She was always dedicated and involved in her own devices, to ensure the best results

After becoming a manager, she immediately identified that her former manager did not use any kind of formal monitoring or performance measuring tool. Sally is an exceptionally systematic and organized person so her first step after becoming a manager was to prepare an excel sheet of individual person from her team to record the entry of their sales and their budgeted sales figures. Sally is quite professional, to motivate each employee and recognize their performance, she developed a transparent communication procedure by attaching each spreadsheet and linking it to the excel sheets of the team. The purpose behind this was to encourage a transparent and open communication amongst team members. It also facilitated each member in evaluating and comparing individual’s performance against other team members.

In later days, she discovered statements of debtor from the key clients. The accounts were 90 days in arrears, which was 60 days longer than the period of 30 days, set as per the company policy. She facilitates continuous improvements, hence took it as her duty to pay the outstanding debts. In future, such debts should be paid off within the timeframe without exceeding it.

  1. What risks Sally’s previous manager took by not setting up planning and monitoring mechanisms?
  2. Assess Sally’s approach for evaluating the performance of her team members. What is your suggestion on how Sally could do it in a different way?
  3. What would you suggest to Sally about communicating the modification she made with her team members, concerned stakeholders, and clients having accounts in arrears?
  4. Elucidate how sally illustrated her innovative and rational skills while designing better actions to facilitate continuous improvements in the performance.

Part C: Case study
Read the case study, afterward answer the questions that follow.

Case study
Jasper is a new manager at an outlet that is selling new cars and having follow- up service with customer support. As this industry involves competition, it is imperative for Jasper to grab every chance and to improve the performance of his team members in the services they render. The business is comprised of different areas that are discussed below:-

  • Sales of new car
  • Department of Finance
  • After-sales services (including customer support line)
  • Department of Service
  • Department of Purchase (including purchase of parts and materials such as oils, cleaning materials etc).

Jasper began to include a variety of actions in his planning process to handle it with the cooperation of his team members in order to recognize the areas where improvement is required. Such activities consist of surveys, follow- up services like calls, and analyzing sales data.

Improvements after those activities include :-

  • To provide better financing rates
  • Contacting more suppliers to purchase parts and materials
  • Introducing change in the approach of salespeople towards selling techniques
  • Introducing a unique service called ‘collect and return service’ for business people and business cars
  • Introducing a free shuttle bus to connect with the nearby shopping centre and pick-up facility for people who bring their own cars for service.

All the improvements should be well- communicated to the team and proper documentation for future planning. Jasper feels that there is a need of organized system for documenting the work performance and recording the information regularly to facilitate continuous improvements.

  1. Suggest what different strategies Jasper could use to examine growth in business operations and analyze in which area it can facilitate continuous improvements.
  2. Out of various improvements choose one and make a communicative strategy to intimate the team members about the improvements to be executed. Incorporate as much as possible suited options, which you find necessary. Use your creative thinking skills to come up with more motivating ways to make your team aware about the end result of the research.
  3. Briefly write about what you would include using the improvement, you have chosen in your Question 2.
    • business plan of the company.
    • operational plan of the team.
    • work plan of each team member.
  4. To facilitate continuous improvements in future, what monitoring systems should Jasper use?
    • Regular and proper documentation of work performance.
    • Proper report of successes, challenges, and opportunities.
    • Documentation of information that will contribute to facilitate continuous improvements.

All such performance variables should be included, which are evaluated in every system or process.

Part D: Required knowledge
1.1 Describe in your own words, what is a quality system and what role does it play to facilitate continuous improvements.

1.2 Choose a process or a model that can be followed by the team members to facilitate continuous improvements. Explain how you would make use of this process to increase the production, customer satisfaction and cost reduction.

  • Make a research about any two continual improvements models or quality systems that are appropriate for your organization.
  • The quality system or models.
  • The reason why you chose each system or model.
  • To facilitate continuous improvements how can each model or system be used in your company.
  • 3.1 Describe the principles of sustainability in your own words.

3.2 Give examples of two changes and explain what might have done by the organization to make sure that the change is in accordance with sustainability requirements.

  • Choose three different knowledge management systems from this workbook. Explain how they can help an organization to facilitate continuous improvements.
  • How can methodology of DMAIC (define, measure, analyze, improve and control) be utilized by the team to examine customer satisfaction? Explain.
  • Undertake below-mentioned the project to plan the strategies and outlook, to facilitate continuous improvements in operational activities and outcomes. Make sure to carry out each following activities mentioned and support them with proper documents to justify your point.

Before project

  1. utilize a procedure with the team by motivating them to analyze the focused area to facilitate continuous improvements.
  2. To facilitate continuous improvements what initiative goals are you taking?
  3. Prepare a list of all the related stakeholders who are supposed to be well- informed about the continuous improvement actions. What would be the mode of communication for intimating each stakeholder?
  4. How will you coach and mentor to make sure that each team member is capable of carrying out and implement all that is required for the continuous improvement process?

During project

  1. What methods would you choose to observe the progress of organizational functioning, customer satisfaction and classify the area of improvement? Collect the outcomes of the continuous improvement actions by using these methodologies and justify as proof.
  2. While carrying out activities what are the two adjustments you have made to improve the initiatives? How you communicated these adjustments to the concerned stakeholders?

After project

  1. The results of your continuous improvements should be well-communicated to the related stakeholders and enclose a copy of this as proof.
  2. To facilitate continuous improvements regular cross-examining with the team members and analyze any other alternative for more improvements.
  3. To facilitate continuous improvements make a plan for future efforts required.

Part E: Present your portfolio
After completing the workbook’s practice tasks and assessment activities, you possess varied documents, reports and other relevant documents related to this competency.

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