Section 1: Undertake project work

Assessment task: Project monitoring

Task summary:

There are two parts to this project which will see the student conduct and monitor the project for the development of the website:
Part A requires the student to develop a brief for the project to provide to website developers.
Part B requires the student to prepare a project status report
Part C project evaluation

WHAT DO YOU NEED IN ORDER TO COMPLETE THIS ASSESSMENT?
• Computer and Microsoft Office
• Access to the Internet for research
• Website brief template
• Project status report template.

WHAT DO YOU NEED TO SUBMIT?

Part A:
• Website brief

Part B:
Completed project status report.

Part C:
• Completed project evaluation report.

PART A- PROJECT BRIEF

INSTRUCTIONS:
1. You are required to develop a brief about the website required in order to obtain quotes from at least three website designers. Use the template provided to you by your assessor as well as the scenario Information from Assessment Task 2 to develop the website brief.

2. When you have completed the website brief, email it to the three selected website design a quote (this Will be your assessor). Include the brief as an attachment to an email and in your email briefly explain the required work.Part B – Status report
It is four weeks into the project for the development of the website. The status of the project is as follows:
The Content has been developed for the website within the required timeline of one month from implementation of the project plan and at the specified cost.
The content was written by a public relations constancy company, PR pulse for the cost specified in the project budget.

Three quotes have been received from website developers as follows:
– Bestweb Design $3750, timing indicated as four weeks – examples of other websites developed do not seem to be suitable.
– Visualweb $5,000, timing indicated as eight weeks – examples of other websites developed seem to be along the lines required.
– Web designs Australia $6,000, timing indicated as 12 weeks – examples of other websites developed seem to be along the lines required.

Most unexpectedly the customer service officer has left. You need to find another person to assist.

3. Review the information above and prepare a project status report using the template provided to send to the operations manager (your assessor).
4. Email the project status report to the operation manager.

PART C – PROJECT EVALUATION

INSTRUCTIONS
The project is now complete with the outcomes as follows:
• The website is now live. There has been very positive feedback amongst all staff about the look and content of the website. The website designers were very professional and easy to deal with.
• It is four months since the project commenced and the website is now complete. Delays occurred because of the following:
– The website developer could not complete the website within the required timelines as originally stated in their quote.
– There were additional delays due to the customer service officer's departure and changes to the website during the development as a result of the project manager's input.
– The design of the logo took longer – see below.
The estimated cost for the logo was doubled because the first designer employed was unable to develop a logo to the company's liking and so a new logo designer was contracted. This therefore doubled the costs as the first designer, as well as the second designer needed to be paid.
Training will be required in website maintenance to ensure information is regularly updated eg the newsletter. Training should ideally be provided to the administration Staff.1. Review the information above and then meet with your team (this will be your assessor) to get their input on the e project. This will be on a date and time advised by your assessor.
2 . During the meeting, you will need to demonstrate effective communication skills including:
• Asking questions to identify required information
• Responding to questions as required
• Using active listening techniques to confirm information.

3 Develop a final project report using the template provided, ensuring you incorporate the feedback from the team meeting into your report, as well as your own reflections based on the project status report you developed and the scenario information above. You will also need to ensure that the report makes it clear that training will be required to ensure that staff will be able to complete required new duties.

4. File the report as per the folders you have established and send the final report to your assessor via email.
5. Now that you have completed all of the required documents for this project, send a zipped file to your assessor that includes the folders you have created and documents included. You will be assessed on whether you have set up the folders and created documents as per the project management policy and procedure requirements.

Section 2: Facilitate continuous improvement

Assessment task 1:

TASK SUMMARY

You are to write a detailed report addressing the required information relating to continuous improvement systems and processes.

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK

Access to textbooks and other learning materials.
Access to a computer, printer, Internet and email software (if required).

WHAT DO YOU NEED TO SUBMIT?
• Your written report

INSTRUCTIONS
Develop a report that outlines continuous improvement systems and processes. Your report should be detailed, clear and concise and must include:
• The importance of establishing formal systems and processes to support continuous improvement.
• A description of two key elements of a formal continuous improvement system.
• An explanation of how the Plan, Do, Check, Act cycle can be used to support effective continuous improvement.
• A description of how brainstorming with staff can be used for effective continuous improvement.
• The relationship between continuous improvement and knowledge management.
• A description of how continuous improvement works as part of a quality management system.
• How the goals of lean manufacturing and sustainability are synonymous.
• The relationship between performance management and continuous improvement within an organisation.
You must develop your report using Microsoft Word or a similar program. Submit your report on continuous improvements system & processes to your assessor by the due date.

Assessment Task 2: Project

TASK SUMMARY

There are two parts to this task:
• Part A: For this task, you are required to research and identify continuous improvement systems and processes for a business and develop a continuous improvement policy and two continuous improvement tools.
• Part B: For this task, you are required to develop and deliver a continuous improvement presentation.

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK
• Access to textbooks and other learning materials.

WHAT NEEDS TO BE SUBMITTED?
• Part A – Continuous improvement policy.
• Part A – Two continuous improvement tools.
• Part B – Updated continuous improvement policy.
• Part B – Power Point presentation.

INSTRUCTIONS
Read the background information and complete the tasks that follow.

Part A – Develop continuous improvement policy and forms

Background information
E-OfficeWorx is an independently owned and operated company based in Campbelltown, NSW. The company has been in operation for 2 years.
The company supplies a wide range of stationery, office supplies, furniture, business equipment and computer supplies for large and small office environments, including home offices. There are no retail stores and customers order online through the company's website or through a customer service centre that operates 7 days a week from 7 am to 7 pm. Orders are distributed from a warehouse that is also located in Campbelltown.
The company has recently participated in a strategic planning process with its vision identified to be the leading online supplier of office supplies.
The company employs several staff including the General Manager, Sales and Marketing Manager, Finance Manager and Human Resources Manager. There are 20 customer service staff in total, a warehouse Manager and 10 warehousing staff. All the Managers and Customer Service Staff berate out of head office and all warehousing staff, including the Manager, are located at the warehouse. Turnover of customer service staff is currently high – at around 30% annually.

You have recently been appointed as the new operations manager. The general manager has advised you that although the company's key values include a strong commitment to quality, customer service, sustainability and a satisfied workforce, there are no formal systems or processes in place for continuous improvement to ensure that the company meets its overall vision and values.

The General Manager advises you that he would like you to research and implement a new continuous system/process to address all aspects of the company's operations from staffing to customer service to health and safety, as well as embedding continuous improvement into the company's culture. He has also indicated that he would like you to consider how the company can introduce more sustainable practices both within the company and in relation to products and would like this integrated into the continuous improvement system.

The general manger has indicated that he would like a formal continuous improvement system fully implemented within the next three months.
He also advises of the following issues within the company that he is hoping that a continuous improvement system and process will solve:
• An average of two customer complaints are received each month
• Complaints generally relate to the following themes:
– Customer service staff are unable to provide adequate product advice.
– Customer service staff are not friendly at times.
– Lengthy wait times on the telephone to discuss products or chase up deliveries.
– Differences between delivery time stated and actual delivery time.
• There also appears to be some further issues relating to the time in responding to complaints and identifying and implementing procedures to address issues identified through complaints.
• High staff turnover.
• Lack of supporting documentation to assist with overall quality such as staff training manuals

1. Research and identify continuous improvement systems and processes for the business.

You are required to conduct research and take notes to assist you in developing a continuous improvement policy and continuous improvement tools. Throughout your research, you must identify:
– The benefits of implementing a continuous improvement process for the company.
– Continuous improvement models that may be suitable for the company, such as the Plan Do Check Act, Six Sigma or TQM approach to continuous improvement. You must research at least two models and identify the best one to use at E-OfficeWorx.
– Strategies for implementing continuous improvement into business systems and procedures including performance management, sustainability, health and safety and knowledge management and to address existing issues within the company.
– Four continuous improvement tools, including at least two digital tools (for example, continuous improvement register and forms, feedback forms, intranet forms/surveys, online/intranet surveys) that can be used as part of a continuous improvement system.
– Strategies for encouraging staff to participate in continuous improvement decision-making.
– Strategies for ensuring that staff are informed about continuous improvement processes, as well as the outcomes of continuous improvement processes.
– Mechanisms that can be used to obtain feedback from customers, suppliers and staff.
– Ongoing mentoring and coaching processes that can be used to ensure that staff are able to implement and support continuous improvement processes.
– Strategies for ensuring continuous improvement in sustainability,
– At least two knowledge management strategies to ensure that insights and experiences form the business's activities are captured and learning are accessible to all staff. Develop a continuous improvement policy.
Review your research notes.
Develop a continuous improvement policy for E-OffficeWorx. As a minimum, your policy must include:
– Purpose of the policy
– Scope of the policy
– Continuous improvement principles
– Continuous improvement model
– Continuous improvement implementation
– Staff Participation and communication
– Tools to support the continuous improvement process
– Responsibilities.
Ensure that your policy complies with relevant legislative requirements.

3. Develop continuous improvement tools.
• Develop two continuous improvement tools identified through your research (for example, continuous improvement register and forms, feedback forms, intranet forms/surveys) to record work performance.
• Refer to these in the continuous improvement policy and include as attachments.

Part B – Presentation

E-Officeworx – Communication procedure for the delivery of presentations
When communicating with others, take into consideration:
• Who you are talking to.
• The type of information to be communicated.
All verbal communication must be:
• Clear and concise.
• Friendly and professional.
• Culturally appropriate. Active listening must be used when responding to questions. Questions should be answered in a friendly and polite manner.
1. Develop a continuous improvement presentation
• Review your research notes from Part A of this assessment task.
Develop a 15-minute information training session to be presented to the E-Officeworks team (role played by your assessor and classmates).Use Microsoft PowerPoint to develop your presentation include graphics to support the explanation of the content.
• Ensure that your PowerPoint presentation is clear, concise and error free.
• Your PowerPoint presentation must address:
– The benefits of implementing continuous improvement systems and processes across the company.
– The continuous improvement models that you have Identified as most suitable for use in E-OfficeWorx and that is the basis of the policy you have developed.
– An outline of your policy.
– Continuous improvement tools.
– Strategies for encouraging staff to participate in continuous improvement

2. Deliver your presentation
• Review the E-Officeworks communication procedure for the delivery of presentations.
• Deliver your continuous improvement presentation to the team (role played by your assessor and classmates) in line with workplace procedures.
• Ensure that you address all the required content and encourage audience to ask questions and provide you with feedback.
3. Hand out a copy of your continuous improvement policy to each member of the audience. Ask audience members to read through the policy and provide you with feedback. This feedback can be either verbal or written.

Based on the feedback provided, make necessary changes to your continuous improvement policy, highlighting the changes made. Submit your updated policy to your assessor.

Your assessor will be checking that you demonstrate effective communication skills throughout your presentation, including:
• Speaking clearly and concisely.
• Responding to questions as required.
• Using active listening techniques.

Assessment Task 3: Project

TASK SUMMARY
charts this task, you are required to analyse customer feedback surveys, convert percentages into barh ovearrts and compare to industry averages. You are also required to develop a report that includes an f all analysis of how a company is performing in terms of customer service and recommendations or future customer surveys.

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK
• Access to textbooks and other learning materials.
• Access to a computer and Microsoft Office.
WHEN AND WHERE SHOULD THE TASK BE COMPLETED?
– This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
• Your assessor will provide you with the due date for this assessment.
WHAT NEEDS TO BE SUBMITTED?
• Customer satisfaction report.

INSTRUCTIONS:
Read the background information and complete the tasks that follow.
Background information continued
As part of the implementation of the continuous improvement system, E-Officeworx implemented a formal customer survey with the results shown below.
The survey was sent to 75 customers and 49 were returned.
As this was the first customer survey, customers were asked to respond to four general questions only.
Customer survey findings are as follows:
Overall satisfaction with E-Officeworx:
• 26 totally satisfied
• 18 somewhat satisfied
• 4 dissatisfied
• 1 totally dissatisfied. Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.
Ease of doing business with E-Officeworx:
• 20 totally satisfied
• 19 somewhat satisfied
• 8 dissatisfied
• 2 totally dissatisfied. Industry benchmarks show that the average number of customers who indicate that they are totally
satisfied with ease of business is 47%.
Customers who said they would purchase products from E-Officeworx again are:
6 some what satisfied
• 1 dissatisfied
0 totally dissatisfied.
• Industry benchmarks show that purchaseage number of customerswicate that they would products again is 72%.
Customers who said they would recommend E-Officeworx to others:
– 38 totally satisfied
8 somewhat satisfied
• 3 dissatisfied
0 totally dissatisfied.

Industry benchmarks show that the average number of customers who indicate that the recommend the company to others is 63%.

1. Analyse and report on results.
– Review the survey data and develop a report on the result. Your report must include your recommendations for actions based on your analysis.

Your report must be clear, concise and error free.
• You are required to provide an analysis of the overall results against industry benchmarks for customer satisfaction, ease of doing business and customer loyalty.
• Your report must include:
– Bar charts that clearly show the results of the survey in percentages
– An overall analysis of how the company is performing in terms of customer service.

2. You must develop your report using Microsoft Word or a similar program. Submit your report on continuous improvement system & processes to your assessor by the due date.

At least two recommendations for future customer survey