Background:

You are the Team Manager at your company and you are responsible to manage the performance of our team who report directly to you. You are responsible for the planning, directing and overseeing the operations of your department. You lead a dynamic team, who appreciate your ability to coach and mentor and your ability to empower them to take responsibility for their jobs and goals. You delegate responsibility, expect accountability and regular feedback. You also are good at providing solutions to problems that others have not been able to solve.

You have been promoted to Manager and your new role has the following responsibilities:

·       You will be required to lead and manage continuous improvement (CI) systems and processes and analyse the information obtained from monitoring and adjusting performance strategies to manage further improvement in the future

·       You will be required to develop strategies to ensure that the team members are supported and encouraged to take part in the decision making process and exercise initiative

·       You will need to establish systems to ensure that continuous improvement (CI) processes are communicated to your team and ensure that these meet sustainability requirements

·       You will be required to plan effective mentoring and coaching processes to ensure that your team implement and support the CI processes and ensure that information from these processes are captured and accessible to the whole team

·       You will be required to identify and implement strategies to monitor operational progress and identify ways that this can be improved and communicate the outcomes of CI to your team

·       Part of your responsibilities will be to communicate different  strategies to relevant stakeholders

·       Your proven experience as a business manager will require you record the work performance of your team to identify further opportunities for improvement and incorporate this in future planning

As the company is growing at a rapid rate, there have been many changes that the team members had to endure. Your ability as an effective manager has seen your team adapt well and cope with these changes, but there have been some areas of concern. The senior manager has approached you and asked you to implement a CI strategy that will enhance the future business requirements.

Level 14, Brookfield Place Tower 2

123 St Georges Terrace

Perth 6000, Western Australia

·       Resolve Issues and Roadblocks

·       Ensure Smooth Operations

·       Provide Knowledge and Training

·       Build Camaraderie Among the Team

·       Strong leadership skills

·       Monitoring team performance to ensure objectives are met

Foundering is described as the kind of fraud within the organization and done by the employees. In addition, it is defined that the term foundering can be prevented under the organization by preparing the strict rules and organizational regulations. Similarly, continuous monitoring should also be conducted within the organization on its employee’s activities.

·       Poorly aligned (non-reinforcing) reward systems

·       Surprise and fear of the unknown

·       Peer pressure

·       Climate of mistrust

·       Organizational politics

·       Fear of failure

·       Set challenging, achievable and engaging targets

·       Resolve conflicts quickly and effectively

·       Show passion

·       Be persuasive

·       Empower innovation and creativity

·       Remain positive and supportive

·       Always ask for feedback. Asking for feedback is an incredibly important way to improve.

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Customer loyalty –more likely to be a source of repeat business and to recommend the business to friends and family.

Enhanced public image – helps build a brand and provides protection if there is a slip-up in customer service.

Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations. A positive public image will generate more sales by attracting new customers.

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Monitoring operations requires management oversight, employee feedback and customer reviews. It can help provide specific directions for employees, which can lead to improved time management and increased productivity.

·       Measurement of the operative performance

·       Implement operational process improvements

·       Collect relevant data

·       Analyse all collected information

·       Engage your employees

·       Establish communication channels and strategies

·       Implement new protocols and workflows

Sometimes, improving workflow changes is easier than at other times. If inventory issues exist, managers need to make arrangements with suppliers or find new ones that can handle the demand.

The key to monitor work operations and to develope an excellent performance management model according to the company’s objectives is to get constant feedback from your employees and customers.

We are in 2018, when technology and digital transformation are tools that allow us to advance every day using automated services that streamline processes, improve the results in companies and the performance of employees.

Knowledge management

Knowledge retrieval is a decisive part of the performance of a knowledge management system. In order to enhance retrieval accuracy, an effective performance evaluation mechanism is necessary. Nowadays, there is not a standard evaluation framework for knowledge retrieval evaluation, because the evaluation set up is still technology-dependent, focusing on specific elements of the search context.

Quality

As with any new process, it can be daunting to think about implementing an unfamiliar methodology. In this case, it is more about shifting the mindset rather than adding a process that people need to learn. Continuous improvement does not have to add to your workload–it shouldn’t create extra steps nor take extra time to implement. The steps are meant to be embedded into the work that’s already being done. Below are some common benefits that have been gained as a result:

·       Improved product quality

·       Increased efficiency and productivity

·       Decreased cost

·       Reduced waste

Performance management

Ideally, a performance management system is so well-integrated with the day-to-day operations and planning of an organization that it becomes an ongoing part of the organizational culture. It is possible to reach a state of performance management in which all of the components of the Performance Management Framework — visible leadership, performance standards, performance measures, reporting progress, and quality improvement (QI) — are working in harmony as the organization continues to evolve.

Because the success of a performance management system depends on the continual examination of standards, measures, reporting, and QI efforts, successful performance management does not have an end point.

Sustainability

Most business leaders would probably agree that achieving real bottom line improvements, whether in cost savings or improved revenues, is critical to business sustainability.  These same executives might further comment that the concept of business sustainability is not new, and in fact, has been around for a long time.  As sustainability consultant, we agree that maintaining business operations has always been the goal of business.

Environmental / resource impacts

Multichoice packaging and waste may impact the environment.

Community impact and engagement

A key component of the Multichoice marketing strategy is to communicate our commitment to the environment and community. Multichoice will engage with the community through our website and Facebook campaigns to raise awareness and seek feedback.

Risks/constraints

Risks include high cost of sustainable packaging and potential opportunity cost of environmental practices such as energy reduction. Staff may also be unaware of Multichoice strategic directions and may need additional training.

Strategies

Multichoice will conduct monthly environmental audits and review. Multichoice will also seek community engagement and feedback through media channels such as our website and Facebook page.

Action plan

·       Suggestion box

·       Offer choices

·       Let them choose their training

·       Remove set work hours

·       Consider the Presentation

·       Consider the Terminology

·       Consider the Audience

a. Avoid and minimise resource wastage

b. Recycling and disposal options

·       Make the suggestion process as simple as possible.

·       Engage staff in the solution

·       Make the process public to increase accountability

·       Celebrate Wins

Recycling and disposal options:

·       Know what your waste is

·       Separate the different types of waste

·       Introduce a waste reduction program

·       Review your products

·       Buy green goods

Improving workplace operations requires analysing collected data to identify the underlying problems and to find resolutions and methods to deal with them. Here we outline few key steps to quality monitoring your business operations to ensure your organisation remains competitive.

1.     Measurement of the operative performance: To measure your company’s performance company in an effective way, you need to establish indicators that allow you to know the results and how to make the suitable adjustments when it is necessary.

2.     Implement operational process improvements: A results-oriented improvement plan focuses on improving cost, quality, service or speed.

3.     Collect relevant data: There are many ways to collect data via regular monitoring and surveying. Many businesses use a customer retention management (CRM) software.

4.     Analyse all collected information: As a business owner, you should look at data regularly to understand patterns and to look for anomalies.

5.     Engage your employees: Start by creating a workplace environment that accepts and embraces change. An open-door policy, fair and respectful treatment and open communications are some of the most important ingredients.

6.     Establish communication channels and strategies: IT managers and administrators must establish mechanisms to visualize the operational strategies within the organization and establish communication strategies that allow all the members of the company to easily know the results of each of the areas.

7.     Implement new protocols and workflows: Once the issue is identified in the existing process, it is imperative that the company take steps to improve workplace operations.

·       Encourage Open Communication

·       Schedule Annual Meetings

·       Organization

·       Interpersonal Communication

·       Customer Service

·       Conflict Resolution

·       Written Communication

·       Train staff, improve performance

·       Protect reputations, resolve disputes

·       Stay compliant

·       Protect from internal threats

·       Retrieve information quickly

Process of recording:

·       Evaluate your current performance appraisal process.

·       Identify organizational goals.

·       Set performance expectations.

·       Monitor and develop their performance throughout the year, one on one feedback is a great way to do this.

·       Evaluate their performance.

·       Set new performance expectations for the next year.

The key purpose of the development of the continuous improvement policy for the Multichoice is to help establish systems and processes for CI at Multichoice.

These principles were developed in the mid-1990s by a small group of experts who were familiar with the teachings and philosophies of the well-known quality gurus of the last century.

The eight principles are:

1.     Customer focus

2.     Leadership

3.     Involvement of people

4.     Process approach

5.     System approach to management

6.     Continuous improvement

7.     Factual approach to decision making

8.     Mutually beneficial supplier relationships

These principles form the conceptual foundation for the ISO portfolio of quality management standards and serve as the basis for the Good Manufacturing Practices (GMP), Good Clinical Practices (GCP), and Good Laboratory Practices (GLP) required by most government regulatory bodies. But these principles are not just the backbone of quality systems; they’re also simply good business principles to put into practice across an enterprise.

·       Shareholders. The shareholders own the company. They might well have put forward the seed capital which we need to get started so their needs are important.

·       Suppliers, distributors and other business partners. We need to collaborate with our partners to run the business. Many have essential skills that we lack.

·       National Government and regulatory authorities.  These are less important stakeholders but we want to keep on the right side of them. We want to be compliant with regulations and avoid disputes and prosecutions.

·       Customers. Peter Drucker defined the purpose of a company as this; to create customers. Without customers the company cannot survive so in almost all situations the customer needs have to come first.

Feedback is powerful as it helps people get on track, it serves as a guide to assist people to know how they and others perceive their performance. Feedback can also be very motivating and energizing. It has strong links to employee satisfaction and productivity.

Feedback provides a sense of engagement and interactivity, and allows learners to take ownership of their learning. Effective feedback shows learners their current level of performance, and lets them know what they need to do to reach a higher level.

Effective feedback, both positive and negative, is very helpful. Feedback is valuable information that will be used to make important decisions.

Top performing companies are top performing companies because they consistently search for ways to make their best even better. For top performing companies ‘continuous improvement’ is not just a showy catchphrase.

It’s a true focus based on feedback from across the entire organization – customers, clients, employees, suppliers, vendors, and stakeholders. Effective feedback has benefits for the giver, the receiver, and the wider organization. Here are five reasons why feedback is so important.

·       Feedback is always there

·       Feedback is effective listening

·       Feedback can motivate

·       Feedback can improve performance

·       Feedback is a tool for continued learning

Feedback is powerful as it helps people get on track, it serves as a guide to assist people to know how they and others perceive their performance. Feedback can also be very motivating and energizing. It has strong links to employee satisfaction and productivity.

1.     Be clear about what is being evaluated: Before determining how to evaluate feedback, consider what you are evaluating. For example, if you are reviewing feedback on your sales techniques, think about what you need to do to be an effective salesperson. Consider that the feedback is being given to help you with your job/situation.

2.     Consider that the feedback is being given to help you with your job/situation: Often people become defensive when given feedback. Before reviewing the feedback, remember that the information is being given to assist you with your job or situation, and ready yourself to take a more pragmatic approach to what is being delivered.

3.     Review each feedback point and ask questions: If the evaluator is available, ask him or her to expand on the feedback. Ask for real-life examples or situations where feedback was warranted.

4.     Act on the feedback: If the feedback is coming from a credible source (e.g., boss or valued coworker), write down how you would like to apply the feedback to future situations and keep your list at your desk.

Some examples of record classifications are legal, financial, historical, and daily operations. An effective records management process contains at least five components: record creation, internal and external record distribution, record usage, record maintenance, and record archival and disposal.

Auditing performance

·       Legislation Dealing With Occupational Health And Safety

·       Safety Standards

·       Operating Procedures

·       Emergency Procedures

·       Management Procedures

·       Local Government Requirements Dealing Different Factors

“Performance auditing” is a term used whenever there is a need to distinguish between financial auditing and auditing that goes beyond financial transactions. Performance audits expand into operations, management and administrative performance of an organization.

1.  Identify Areas that Need Auditing

2.  Determine How Often Auditing Needs to be Done

3.  Create An Audit Calendar

4.  Alert Departments of Scheduled Audits

5.  Be Prepared

6.  Interview Users

7.  Document Results

8.  Report Findings

Businesses are only as successful as their ability to create products and services that meet the needs of their customers and to deliver these products and services accurately, seamlessly and without error.

Procedures, on the other hand, clearly define a sequence of steps to be followed in a consistent manner, such as how the organization will respond to any policy violations.

·       Inform employees up-front

·       Ask for feedback

·       Introduce final product

·       Ask employees to review employee handbook or policy manual

·       Provide training where required

·       Request employee sign-off

·       Low capacity for the land area used (causes congestion)

·       Poor safety (causes deaths and injuries)

·       Major source of pollution: air, noise, light, water (causes health problems)

·       Major source of carbon-emissions (causes global warming)

·       Increase productivity and reduce costs.

·       Increase business ability to comply with regulation.

·       Attract employees and investors.

·       Reduce waste.

·       Make shareholders happy.

·       Start with what just isn’t working

·       Democratize the market

·       Explore digital integration

·       Build an end-to-end solution

·       Build communities and resources

·       Explore unexpected opportunities

·       Provide training, when necessary.

·       Get feedback.

·       Two-way communication is key.

·       Have employees sign off on a new or changed workplace policy.

·       The right thing to do for the employee

·       Provides future managers with a record if you leave the organization

·       Dust off your business plans.

·       Rekindle your relationship with your customers.

·       Evaluate your pricing.

·       Find ways to cut your costs.

·       Resolve to improve your weak spots.

·       Institute measures to assess the performance of your business.

·       Keep employees involved.

Step 1: Write a Vision Statement.

Step 2: Write a Mission Statement.

Step 3: Perform a Gap Analysis.

Step 4: Write SMART Goals.

Step 5: Monitor Progress.

1. Have a meeting agenda with clear objectives

2. Set an end time and stick to it

3. Designate a meeting leader

4. Cut down on meetings

5. Cut down on attendees

6. Create action items and accountability

7. Bring solutions to the meeting

(Insert Unit Code & Unit Name)

☐Verbal questioning form

·       Did the student present the sustainability CI process effectively?

·       Did the student explain which processes could be used to inform the team of all CI efforts?

·       Did the student explain how documenting performance could help identify further opportunities for CI?

·       Did the student identify areas for future CI?

3.2 Ensure processes include recording of work team performance to assist in identifying further opportunities for improvement

3.3 Consider areas identified for further improvement when undertaking future planning

1.     Effectively presented the topic explaining how processes will inform team members of the outcomes of CI and how documenting the team’s performance will help to identify future CI opportunities.

2.     Identified future areas for CI planning.

Verbal question:

Assessor signature:                                                                           

Date:  ____/____/2____