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BSBINN801 Lead Innovative Thinking and Practice Assessment Assessment 1 Short Answer Questions Question 1 Compare and contract current and past theories and thinking about innovation. Question 2 Explain how theory and thinking on innovation and creativity can contribute to applied practice Question 3 Explain the impact of leadership style on innovation in organisation. Explain at least 2 specific approaches may encourage or inhibit innovation. Question 4 Explain the relevance of organisational and industry contact on innovation Question 5 Analyse the internal and external conditions or factors that impact on organisational innovation Question 6 Outline strategies for identifying, assessing and managing risks associated with innovation Question 7 Provide at least 2 examples of innovation drivers in a normal organisation. Question 8 Provide at least 2 examples of innovation enablers in a normal organisation. Question 9 List and explain at least 2 mechanisms at system or process level that can support innovative practices. Question 10 Explain typical challenges and barriers to innovation within a normal organisation and ways of overcoming these challenges and barriers. Assessment 2: Case Study You work for ABC Company. You have created a very good internet shopping website for your customers who can pick their products online, put them in the cart and pay online. However, you still use manual monitoring system to identify how many product views and website visitors every day. Your website software could only help you collect total number of views of each webpage, and you need to manually type these figures on spreadsheets and create some tables to analysis those figures by yourself. There are lots of potential problems. For example, time consuming, there are administrative errors, you could not segment customers and identify who are new customers. You want to choose one CRM system in order to receive and track leads then turn them into paying customers. Your business strategy is very simple which is ‘give customers what they want, stay connected and get paid’. According to your own research and you know that there are some popular products on the market and they do not cost much. For example, Zoho CRM, Sugar CRM etc. You can search these companies online and help you to understand more about how a CRM system to improve customer engagement. 1. Make an appointment with your assessor to do a role play. Your assessor will act as a CRM specialist and you need to: · Identify your company’s needs and requirement · Research and communicate with specialist to understand trends and generate new ideas and thinking · Identify how can a CRM system help you to solve your current issue and make improvement on your existing system · Identify what system is suitable to your company and explain why. If your budget is tight and you only can spend less than $2000 per month to make the improvement. You can use the table below to help you to evaluate the new system. Please note that the table is a guide only, you need to write your own answers for the system evaluation. New CRM System Evaluation Ease of use Ultimately, the administration needs to be user-friendly. You should make sure that users are consulted and given an opportunity to list their needs and wants, as they are the people who will be directly affected by it. The system must enable users at all levels (with the necessary training) to use the system easily. It should be logical and practical. Productivity will be reduced if the system is difficult to use. Capability The system must be able to process, analyse and present data in the formats and configuration required by users. Obviously what this means in terms of computerised systems is that they must be capable of (and supplied with) suitable software, and for both manual and computerised systems, system users must have the appropriate knowledge and skills. Cost What costs are associated with: 1. set up of the system 2. ongoing use of the system 3. training personnel to use the system Supplies There are extra supplies that will need to be purchased, including disks, paper, printer toner and other associated accessories. Are there resources available as needed and are they cost-effective? Improvement/ upgrades What upgrades are required and when are they required? Upgrades should be considered part of the ongoing cost of system and should be included in the budget at appropriate intervals. Maintenance and repairs What maintenance is required and what are the current and ongoing costs – in terms of hardware and system integrity (eg developing consistent storage/ filing systems, deleting duplicates and inactive files, checking for irregularities in the system)? Support Included in the cost of the system, is the expense, direct and indirect, of supporting and maintaining the system and ensuring that both technical support and training in the system use are available as required. System elements The system elements consistent with the requirements of the organisation, the capacity and capability of the system itself and the competency of its users Integrity System integrity is vital. It ensures that records are stored in the correct place, are accessible to the current people in a user-friendly format and that communication between the various sections of the organisation (information sharing) is efficient. Is the system secure? Can policies and procedures be introduced to ensure that data is not lost, that is, system backups, file duplication, storage and archiving (on and off-site)? Outputs Are the system outputs cost-effective, controlled and user-friendly? Output requirements are often not specifically detailed and can contribute to organisational waste. Waste has obvious associated costs. It is uncommon for multi-page printouts. To be generated in order to check, for instance, a single fact or to access a single paragraph of information. The system should include directive and incentives to encourage waste minimisation. Value adding What value does the system contribute to organisational efficiency and effectiveness? Does the system provide enough value to warrant the cost? Are there cost reduction measures that should be investigated? 2. After obtain the trial CRM account, prepare a resource and cost plan by estimating the human, technical and equipment resources required for the project, and their costs. You also need to: · Consider introducing and promoting creative thinking techniques to foster yourself and your team innovation. · Specific conditions for innovation and issues that impact innovative thinking and creativity · Innovation drivers and enablers 3. Identify and assess risks to the project, and include contingency strategies as appropriate. Complete a risk assessment using the risk management plan template, and submit this with the project implementation plan. 4. Determine how you will measure the quality of the CRM. Develop a quality management plan that outlines how performance of the CRM will be measured. 5. Develop a communications and reporting plan to explain how information will be communicated to identify stakeholders to meet their needs. To report progress on achieving milestones and project costs and benefits on completion. a) Identify what needs to be communicated to whom (stakeholders) during the project, and how you will do it b) Consider the need to communicate to all ABC staff how this idea has become an innovation initiative that will lead to competitive advantage and therefore sustainably c) Consider the communication required to manage resistance to a change in the way customer service staff will manage queries, complaints and follow-ups. d) Identify how you will communicate the costs and benefits of the innovation to senior management e) Plan for lessons learnt to be communicated to the IT department and recorded in ABC knowledge management system f) Participate in a role play with your CEO (your assessor) to consult and communicate effective about the plan. You need to ensure your CEO is clear about your plan and answer all enquiries. 6. Prepare a schedule for the development and trial your idea, and its integration with the organisation’s systems. Calculate the total time for the project, beginning with estimating the time, it will take to complete activities. Allow for: · A comprehensive trial of the idea · Analysis of issues and problem-solving · Applying identified corrections Be sure to identify dates for milestones to enable the team to monitor progress. Page 6 of 6 ABC Company Operational Plan Executive Summary ABC Company sells a range of exclusive products across Australia through over 150 retail, online and phone order outlets. The organisation is committed to: · Offer innovative product solutions and meet the changing needs of customers · Providing high quality and innovative products and services to customers · Deliver great customer service · Employing professional and enthusiastic staff · Adopting sustainable work practices and provide ‘green’ products · Undertaking continuous improvement processes Business Goals For the following 5 years, ABC will consolidate its position in the market as a lead retailer for ‘green’ and sustainable solutions for high quality exclusive products. To do this, ABC will focus on the following business goals: Financial stability: · Increase revenue by 15% (compared to the previous 12 months) by the end of the financial year · Maintain annual profit levels of 15% of revenue for all products and services, calculated at the end of each financial year · Reinvest 75% of profit back into the business at the end of each financial year Market position: · Maintain the number one rating in the annual national industry customer service awards · Launch new high quality exclusive consumer products to meet customer demand, ahead of competitors, within budget and by the agreed deadlines Right people: · Provide induction training at the commencement of employment to train new employees to be knowledgeable, helpful and enthusiastic · Provide the physical, human and time resources to support an annual professional development program for all ABC employees Consultation strategy Stakeholder Role in the problem Objective Consultation method Senior management plan Made the decision to increase sales by 15% annually Keep informed Feedback session Email communications Newsletters Videoconferencing Outlet manager Develop an operational plan and implement the plan to increase sales in their outlet Implement plan Consult Staff meetings Outlet manager meetings via videoconferencing Interviews Sales staff Implementers of the plan to achieve the intended results Consult Keep motivated and engaged Meetings Feedback sessions Online and phone outlets Provide sales not supported through retail outlets Consult frequently Videoconferencing Major customers People who make major purchases of ABC products Consult Phone calls Personal visits Email communication Newsletters Customers People who make small purchases of ABC products Obtain feedback Email communication Newsletters Recruitment agency Involved in recruiting staff Consult Meetings Plan Stakeholders include senior management team, retail store manager, sales staff, online store manager, customers and recruitment agency. Activity (What is to be done?) KPI Revisit sales budgets and develop outlet-by-outlet sales strategies that add onto the national sales strategy. The retail sales of the business increased by 15% by the end of the financial year Acquire additional resources – video-conferencing equipment. All video- conferencing equipment installed by 31 August Acquire additional resources – delivery