BSBMGT516 Facilitate Continuous Improvement In 2020

Facilitate Continuous Improvement

  1. Problem definition statements template:-

Issues that have faced by the retail industry are the productivity issue with the inefficient customers’ services (Colledani, et al., 2010). The cause of issue is the lack of adoptions of continuous improvements in the project. It results in decline in productivity and customers services.

What is the impact of the problem?
Direct The issues in project can directly influence performances of the employees, staff and workers.
Indirect It indirectly influences the profitability and goodwill of the company.
Who is being impacted and to what extent?
Directly In case of retail companies, it effects directly the shareholders as they not able to generate high profit margin.

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Indirectly In this, indirectly employee’s performances and customers’ loyalty get influences with arising issues and it can maximise the chances of employee’s turnover and customer switching towards the other brand.
What behaviour needs to change?

The retail organisation should need to follow the continuous improvement strategy in their operations by increase the quality and innovation in their offering. This provide benefits to both employees and customers as employees can be work dedicatedly and able to rise the productivity and on other side customer can also get satisfy with the services.

So in order to bring the continuous improvement on the retail companies, top management should need to change the behaviour of employee so that they can ready to accept the changes in the management and can work accordingly.

Who has that behaviour?

In case of accepting the changes, employees generally does not give positive behaviour towards the change and in that case management should need to impart training so that employees does not feel hesitate to bring the change.

Summary Statement:

From the above discussion, it can be summarised that continuous improvement is the essential part of the retail companies as due to the technologies changes, customer demands innovation in the companies offering (Backlund, et al., 2015). So in that case, company need to focus on the training program with the aim to change the employee’s behaviour towards the acceptances of the change. Thus, this influences the company in a positive manner.

2) Identify Qualitative Issue

It is identify that manager, supervisors and frontline staff in the work area found that there is issue related to credibility of bringing the advanced technology, changing economic reforms etc. these qualitative issue influences the employee’s performances and create the conflicts among the different levels.

Besides that, retail companies to find the problems in the organisation, it requires to conduct the meeting on the monthly basis for identify the problems of the employees and in their performances (Milanović, et al., 2015).

So with the colleting of such information, company can redevelop strategic goals according to their arising issue.

Decision Matrix

Potential projects Continuous Improvement Projects Decision Matrix Summary
Ease of
Potential impact Cost Urgency Most requested by int. or ext. customers Obstacles
4 3 3 5 1 3
Quality management project 2 3 3 4 1 2 For the implementation for the quality management, company require to invest huge cost in order to influences the positively to the customers as well as the employees.
Improvement in Customer services 3 3 3 2 1 3 In order to make improvement in customer services, it requires bringing continuous improvements so that offering can be improved and efficient customer services makes the consumer satisfied.
Better resources implement 2 3 1 5 1 2 In order to utilise the resources in an effective manner, it is require that company should include eco-friendly activities and green practices in their production process so that customer can be attracted.
Innovation in products 3 3 3 4 1 3 Implementation of innovation is tedious task as it involves large number of human resources and capital of the company.
Product availability 4 2 2 3 1 2 Company should need to improve their distribution network in order to offer the product/ services at the right time. Especially for the retail companies, the product availability is the crucial part to achieve the targets on time.

3) Operation plan: operational plan for the successfully implementation of the strategy

Strategic Goals Operational goals
Goal Focus KPI Reason/
Department Deliverable Goal KPI Due
Long term goals











Short term goals

Achieving the quality in their offering  Increase of  sales  



To increase the productivity






Marketing & sales department Quality products To maximise the efficiency and productivity level by using the standards tools and techniques. Measure the level of satisfaction
Improvement in Customer services Customers satisfaction  


To make the customer satisfy








Production and distribution network After sales services To maximise the sales of the retail company Measure the sales and revenue of the company

4) Project outline

Description of problem The problem that retail companies are facing is decreasing productivity of the company due to inefficient customer’s services. The situation is occurring due to the growing competition in the market that reduces the profit margin of the companies.
Key people  

Project leader:   project manager


Project members: team members


Project sponsor: event manager, other retail companies like Tesco, HUL, ITC etc.


Other stakeholders: investors, employees, competitors and customers, suppliers etc.


For the increasing profit margin of the company in the retail sector, it is recommended that company should focus on the differentiation and cost leadership strategy for attracting and retaining the customers
Key results area Marketing and operational department is responsible for the implementation of the outputs within the business unit.
Goal We will reduce/increase

__Increase the performances of the employees through conducting the training and optimum utilisation of resources by reducing the maximum wastage for enhancing the quality. (KPI)


by   __approx. ___________approx. $ 5000_______________  (amount)


by   _________8-06-2017___________________  (date)

Costs Heavy cost incurred for making improvement in the customers services.

Quality management: $ 2000

Distribution system: $ 3000

Production units: $ 5000

Benefits Retail company can take competitive advantage against its competitors.
Sustainability Practices of green production and offering of eco-friendly  products
Approved by Top management
Outcome Outcomes of the goals:-

·         Retail Company can able to improve the product quality.

·         It also make the customer satisfy

·         It also able to bring the innovation in their products

·         It can also make improvement in the employee’s performances.

5) Organise Team:-

 Team members: sales manager, accountant manager, operational manager, functional manager (Rogers, et al., 2010).

Stakeholders: suppliers, employees, shareholders, customers, competitors, investors

Sponsor: event manager, other retail companies like Tesco, HUL, ITC etc.

6) Monitoring plan

Workplace monitored:
Goal/objective:  To evaluate that whether actual performances has been achieve with the standards performance.
Process/outcome to be monitored Measure used Process Communication process Resources required
Employees performances Methods:

360 performances appraisals

Rating methods

Graphic scale rating method

Forced distribution method

Checklist method



Feedback Establish performances standards.

Communicate performances expectations to employees

Measure actual performances with standards

Discuss appraisal with the employees

IT process are required to communicate the feedback
Quality of the product/ services TOM method is used to evaluate the equality of the product Sales interview

Logistics accounts management

Interview process Human resources require such as interview team
Productivity of the employees By estimating the output of the company Estimate the inputs with the output Calculation of revenue generations and profit margins Operational human resources
Customer satisfaction Survey customers needs

Understand expectations

Access the competition

Loyalty measurements

Questionnaires IT systems Survey method Research and survey

7) Meeting Minutes  

Item/issue Action to be taken When Who
Inefficiency in customer services



Shortfall in product quality



Less productivity







Inefficient employees performances



Feedback and survey the changing customer needs and preferences.


Use continuous improvements process for increasing quality of the offerings.


Bringing innovation in product line offering or making investment in other product portfolio.






Conduct training and development program




During the  customer services


At the time of the production of product


At the time when the existing product reach on the maturity stage


At the time of inefficient services


Sales agent and retailers



Operational departments



Top management









8) Collection of data

In order to collect the data about the changing taste and preferences of the customers, retail companies can use the survey method for identifying their needs and wants. Besides that for making improvements in the employees’ performances, company can conduct the employee’s surveys through organising the meetings (Islam & Deegan, 2010).  Thus, these are the best sources to collect the data about the employees’ performances and customer needs and wants.

9) Analyze the data

For the analysing of the collected data, it requires to follow the following procedures and these are as follows:-

  • Data collection
  • Data processing
  • Data cleaning
  • Exploratory data analysis that includes Descriptive statisticssuch as the average or median may be generated to help understand the data (Zu, et al., 2010). Data visualization may also be used to examine the data in graphical format, to obtain additional insight regarding the messages within the data.

10) Strategy documents

Goals: The goal is to increase the productivity by improving the customer services

Future Stakeholders: investors, suppliers, distributors, wholesalers/ retailers and customers

Costs: High investment is incurred

Sponsors: Events organisers

11) Obtain approval

In order to formulate or implement the action plan, firstly there is need to verify the strategy from the top management as without their permission the plan does not able to execute (Corredor & Goñi, 2011). So, that approval of the top management is the important task for the retail organisation in order to bring the continuous improvements in their process or offerings.

12) Action Plan

Project: To make improve customer services in the retail industry
Goal/objective:  To achieve high customer satisfaction through proving quality services
What? How? Who? When? Status
Employee performances Conduct training and development program Human resources departments At the time of serving the customers
Increase demands of the product Develop effective promotional campaigns Marketing and advertising departments At the time of sale of product
Improve quality of the product Use the proper production and distribution channel Operations and manufacturing departments At the time of production of products/ services
Bring innovation in the product line Make an investment in different product line Top management At the time of  delivery of products/ services

13) Recommendations

  • Retail company should include the eco-friendly product in their product line for attracting the maximum customers
  • Retail Company should include the online platform for promoting or create awareness about their product.
  • Company should need to follow the differentiation and cost focus strategy for targeting the customers and making the customer more loyal towards the brand.


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Colledani, M., Ekvall, M., Lundholm, T., Moriggi, P., Polato, A., & Tolio, T. (2010). Analytical methods to support continuous improvements at Scania. International Journal of Production Research48(7), 1913-1945.

Corredor, P., & Goñi, S. (2011). TQM and performance: Is the relationship so obvious?. Journal of Business Research64(8), 830-838.

Edquist, C. (2010). Systems of innovation perspectives and challenges. African Journal of Science, Technology, Innovation and Development2(3), 14-45.

Harish, V. S. K. V., & Kumar, A. (2014). Demand side management in India: action plan, policies and regulations. Renewable and Sustainable Energy Reviews33, 613-624.

Islam, M. A., & Deegan, C. (2010). Media pressures and corporate disclosure of social responsibility performance information: a study of two global clothing and sports retail companies. Accounting and Business Research40(2), 131-148.

Milanović, Z., Sporiš, G., & Weston, M. (2015). Effectiveness of high-intensity interval training (HIT) and continuous endurance training for VO2max improvements: a systematic review and meta-analysis of controlled trials. Sports medicine45(10), 1469-1481.

Rogers, J. G., Aaronson, K. D., Boyle, A. J., Russell, S. D., Milano, C. A., Pagani, F. D., … & Farrar, D. J. (2010). Continuous flow left ventricular assist device improves functional capacity and quality of life of advanced heart failure patients. Journal of the American College of Cardiology55(17), 1826-1834.

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Zu, X., Robbins, T. L., & Fredendall, L. D. (2010). Mapping the critical links between organizational culture and TQM/Six Sigma practices. International journal of production economics123(1), 86-106.

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