AT3-BSBMGT403 1. Review your collaborative workshop planning (from Assessment Task 1) and your coaching/mentoring session, together with your recommendations (from Assessment Task 2) on Australian...

I have attached the files for question,,,it's a 2 task,, I need a 250 word for each task


AT3-BSBMGT403 1. Review your collaborative workshop planning (from Assessment Task 1) and your coaching/mentoring session, together with your recommendations (from Assessment Task 2) on Australian Hardware’s continuous improvement process. 2. Write answers to the four knowledge questions (in Appendix 1 below), as preparation for your continuous improvement (CI) report. Question 1 a. Define continuous improvement as implemented by your team at Australian Hardware Ltd. b. Name four or more elements of continuous improvement implemented by your team at Australian Hardware Ltd. c. Who was involved in the process (which stakeholders)? d. What did you do as part of the Australian Hardware team to enable the continuous improvement implementation to succeed? Question 2 Describe how the vision and goals of Australian Hardware helped develop the culture of continuous improvement (what drives a continuous improvement culture?) Question 3 How will achieving its KPIs help Australian Hardware improve customer satisfaction (what do customers of Australian Hardware want)? Question 4 What tools did you use to undertake the analysis you carried out at Australian Hardware? Why were these tools appropriate? 3. Prepare a written report on the outcomes of the continuous improvement process at Australian Hardware: Report on the outcomes of the continuous improvement process at Australian Hardware a. Feedback from workshop and coaching participants: b. A list of typical areas of need for coaching and mentoring to support continuous improvement: c. Recommendations (from Assessment Task 2) for further service and productivity improvements, including the procedure for recordkeeping: d. Database report or spreadsheet: e. an explanation of how change management techniques can support continuous improvement and initiative: 4. Read the ACME Steel case study (Appendix 3 below) and write your answers to the four questions on continuous improvement at ACME Steel (Appendix 2 below). Question 1 a. Define continuous improvement as implemented by ACME. b. Name four or more elements of continuous improvement ACME implemented. c. Who was involved in the process (which stakeholders)? d. What did ACME do to enable the continuous improvement implementation to succeed? Question 2 Describe how the vision and goals of ACME Steel helped develop the culture of continuous improvement (what drives a continuous improvement culture?) Question 3 How will achieving its KPIs help ACME improve customer satisfaction (what do ACME’s customers want)? Question 4 What tools were used to undertake the analysis carried out by ACME described in the case study? Why were these tools appropriate? 2 Course: Diploma of Business Unit Code: BSBMGT403 Unit: Implement continuous improvement Assessment Task No.: 2 Assessment Task Two Implementation of Continuous Improvement System at Wollongong Store 1. a) Review the scenarios and simulated business information attached to this task. Scenarios Consider the following scenarios (or prepare your own) and complete the template. These may be dramatised by candidates for demonstration purposes (urgency, phones ringing, loud noise interference, frequency of incidents, etc.): January 2012 Problem Policy Item Recommended action Joe has been wandering around the store for 20 minutes. Helen submits a sales receipt along with a returned item that seems unfamiliar to you (different CRM/POS system?) Mena asks for a 10% discount on her paint purchase and says she completed a feedback questionnaire some time ago. Marco rings the store to say he has rung three times this week to make a complaint and now wishes to speak to the manager. Adam would like comparative information about the quality of an outdoor setting recently purchased at the store. Results of Performance To-Date at The Wollongong Store Following results have been recorded at the Wollongong store: Customer data sheet (for January 2012) January 2012 Complaints Refunds Feedback questionnaires Enquiries phone Enquiries email Enquiries online Enquiries in-store Week 1 15 5 0 30 2 1 15 Week 2 20 4 0 35 3 2 20 Week 3 25 3 0 40 2 2 25 Week 4 30 2 0 40 1 2 30 Staff KPIs and actuals Staff member Sales number >8 Safety checks >3 Training hours >1 Record keeping >3 Coaching CI >2 Complaints< 1="" sales="" leads="">5 Staff leads >1 CI implement >1 Team support >3 Est Act Est Act Est Act Est Act Est Act Est Act Est Act Est Act Est Act Est Act Alan Brown (Timber) 9 15 3 - 2 2 5 5 2 - 5 6 10 11 2 2 1 - 5 7 Janet Jones (Plumbing and Electricals) 20 25 3 3 2 2 5 3 2 2 3 - 10 15 2 1 1 - 5 6 Xian Wang (Garden and Products) 15 25 3 2 2 4 5 6 2 - 2 - 5 - 1 1 1 1 3 - Van Tring (Hardware and Home) 10 3 3 3 2 4 5 3 3 6 1 2 4 - 1 1 1 3 3 - Poppy Queen (General sales) 30 31 3 - 2 1 5 4 3 - 1 - 10 15 2 2 1 3 5 4 1. b) Obtain feedback (from your simulated operational teams) on the following: i the results of performance to-date at the Wollongong store in terms of quantity and quality. ii the key areas for future improvement iii suggestions for improving processes. 2. Prepare to implement the continuous improvement (CI) policy you developed with your team in Assessment Task 1, by coaching or mentoring another candidate in customer service techniques or processes: 2a) Analyse the data 2b) Consider your notes from the previous task, including team discussions and decisions taken 2c) Make notes on how you will conduct the coaching or mentoring session Coaching plan for ONE of the staffs as below: Coaching Plan (GROW model) Coach: Date: Staff being coached: Time: 2pm Venue: Hardware and Home meeting room 1. Goal 2. Reality (current) 3. Options 4. Will 2d) Arrange with your assessor who will be playing the role of the coachee and make arrangements for the assessor to observe the role-play. Email To: Subject: Message: 3. Conduct the coaching or mentoring session. Note: Submit coaching or mentoring notes. Coaching or Mentoring Notes Coach: Staff being coached: Time: Date: Venue: Hardware and Home meeting room Discussions Conclusion 4. Develop a list of recommendations for changes to operations to improve customer service in order to achieve the goals of the Wollongong store of Australian Hardware, from its business plan: a. increase sales revenue and gross profit b. maintain or increase market share c. control direct and indirect operational costs d. maintain superior product and service quality standards e. establish Australian Hardware’s reputation as a socially and environmentally responsible company. 5. STRATEGIC DIRECTIONS ACTION PLANS 1. Increase sales revenue and gross profit ACTIVITY/STRATEGY DATES/TIMELINES PERSON RESPONSIBLE 2. Maintain or increase market share ACTIVITY/STRATEGY DATES/TIMELINES PERSON RESPONSIBLE 3. Control direct and indirect operational costs ACTIVITY/STRATEGY DATES/TIMELINES PERSON RESPONSIBLE 4. Maintain superior product and service quality standards ACTIVITY/STRATEGY DATES/TIMELINES PERSON RESPONSIBLE 5. Establish reputation of Australian Hardware as socially and environmentally responsible company ACTIVITY/STRATEGY DATES/TIMELINES PERSON RESPONSIBLE Conclusion 2