Implement Continues Improvement

CASE STUDY – ABC CLEANING

1. Explain how you would implement a continuous improvement system and ensure that
individuals and teams are actively encouraged and supported to participate in the
decision-making process, assume responsibility and exercise initiative?

Response

I would implement a continues improvement system and ensuring that individuals and
teams are actively encouraged to participate in the decision-making process by firstly
coming up with a plan.

1.1 Plan

The plan will basically involve:

• Continues Improvement Policy
• Accountabilities
• Procedures
• Improvement Communication
• Tools and forms
• Recognition, review and feed backs

1.1.1 Continues Improvement Policy

ABC Cleaning will ensure that all continues improvements are carried out
with the participation and contribution of all internal and external clients of
the organisation.

1.1.2 Accountabilities

Accountabilities Requirement
Senior Management The Senior Management are expected to
ensure sufficient funds and resources are
made available to carry out continues
improvement programs

Operational Management The operational management are expected

to implement improvement programs
Individuals All individuals are expected to comply
with continues improvement policy and
procedures

1.1.3 Procedures

The six (6) steps of the Continuous Improvement Process are:

PAGE 1
 I. Identify Improvement Opportunity:
a. Select the appropriate process for improvement.
b. Evaluate Process: Select a challenge/problem
II. Analyse: Identify and verify the root cause(s).
III. Take Action: Plan and implement actions that correct the root
cause(s).
IV. Study Results: Confirm the actions taken to achieve the target.
V. Standardize Solution: Ensure the improved level of performance is
maintained.
VI. Plan for Future:
a. Plan what is to be done with any remaining problems
b. Evaluate the team’s effectiveness Set a target for
improvement

1.1.4 Tools, Forms & Methods

All procedures will be supported by tools and forms which includes:

• Survey and Feedback forms
• Toolbox meetings
• Suggestion Box
• Interviews
• Bench marks

1.1.5 Review and Recognition

After performance reviews the management shall introduce incentives,
rewards or recognition to commend individuals and groups or the overall
organisation for achieving objectives and to boost employee morale.

Furthermore, the management shall implement CPD practices and PMP

programs to ensure continues improvement.

PAGE 2
2. Analyse and identify possible outcomes and solutions, taking into account customer
expectations, WHS/OHS issues, staff and business requirements and record what needs to
be addressed in the continuous improvement plan.

Response

ABC Cleaners Operational Corrective Measures Objectives & Expectations

Issues
An increase of 18 % of back • Substitution – substitute • Ensure all stuff are
injuries due to poor manual lifting heavy loads by competent in Manual
handling using hoist and pulleys Handling Procedures
• Administration – All • Manual Handling
employees to undergo [NOHSC:1001(1990)]
manual handling
training
• Manual handling
procedures to posted on
appropriate areas for all
to access
A 27% increase in skin • Substitution – • Ensure proper
irritation since ABC Cleaning Substitute chemical for procurement process
has introduced a new cleaning something non toxic are followed
chemical • Administration - All • Ensure all staffs PPE
employees to undergo competent
MSDS trainings
• Administration – All
new products should
undergo a procurement
process to be qualified
against procurement
guidelines before being
introduced the company
• PPE induction for
certain job role
• Mentoring and
Coaching – Junior staffs
should be supervised
and guided at all times
by senior staffs

Most of the new staff are new • Recruitment Process • Customer service
migrants or international should include Basic competent work force
English Test, Medical • MSDS Competent

PAGE 3
 students as ABC cleaning Tests and a series of • English language
finds Aptitude Tests to competent
it hard to recruit local staff. evaluate candidate • PPE Competent
The new staff seem to suitability
struggle to read and follow • Customer service
the training
instructions manual due to • Include attractive
language barriers even after employment packages
everyone gets a 30-minute to lure locals
induction. This has resulted • Inductions programs
that: should be tailored in
o cleaning chemical are not accordance with the
measured accurately, type of target audience
o PPE is not used
appropriately and if an
incident occurs,
o staff struggle to complete
the incident report form and
o there have been numerous
customers complaints due to
poor communication
e.g. special cleaning requests
not being executed, a change
in routine being
ignored or misunderstood,
inaccurate record keeping of
the mini bar and poor
communication with other
staff and customers of the
accommodation facilities
Due to staff shortages, HR • Recruitment of new • Zero (0) injury rate
has rostered staff for staffs especially part- • Zero (0) loss time
additional shifts which has time staffs to cater for • Increase productivity
resulted the peak periods in time
fatigue and 30% of staff not business hours
being able to take shifts due • Application of fatigue
to sickness management

Customer Expectation
Customers expect a professional and quality goods and service delivery from the value
they spent. They expect to experience some sense of satisfaction and that their interests
are being carefully looked after. These is the bench mark ABC Cleaners must aim to
achieve.

PAGE 4
3. Plan and prepare a continuous improvement plan addressing the following:
i. What WHS/OHS processes could be improved to reduce incidents and injuries
ii. What savings could be made (product/ staff hours, sick days…)
iii. How can productivity be increased?
iv. How can customer service be improved for both internal and external clients?

Ensure the plan communicates ideas, concepts and actions to relevant stakeholders
and is written to a professional standard (company logo, header, footer, version control,
content page) using vocabulary, grammatical structures and conventions appropriate to
text.

Response

3.1 Draft Plan – Increase in back injury incidents

Issue Increase in back injury incidents

Stakeholders Casual employees, part-time employees, supervisors, managers
Proposed • Conduct manual handling training & monthly
Solutions refresher course for all employees
• Hand out good visual diagram showing correct body
posture and mechanics of lifting heavy objects
• Introduce machines and equipment to reduce back
strain
• Periodic onsite inspection by supervisors to identify
and correct employees
Proposed • Reduction in work injury
Benefits • Increase in productivity
• Reduction of sick leave
• Improve employee morale
Communication • Training
Methods • Monthly Review meetings
• Handout safe handling manual
• Person to person feedback provided by supervisor

3.2 Draft Plan – Occurrence of Skin Irritation

Issue Occurrence of skin irritation

Stakeholders Casual employees, part-time employees, supervisors, managers
Proposed MSDS Training, coaching and mentoring, having a MSDS
Solutions Safety data sheet in place
Proposed 1. Reduction in work injury
Benefits 2. Increase in productivity
3. Reduction of sick leave

PAGE 5
 4. Improve employee morale
Communication • Training
Methods • MSDS Posters

3.3 Draft Plan - Language Barrier among new staff reduced productivity and increased
job errors

Issue Language barrier among new staff reduced productivity and

increased job errors
Stakeholders Casual employees, part-time employees, supervisor,
management
Proposed • Having recruitment guidelines in place such as IELTS
Solutions competency requirements for internationals to be
recruited
• Luring locals with attractive and competitive
employment packages

Proposed • Increase productivity

Benefits • Decrease job errors
• Cost cutting
Communication Tool-box meetings, emails, company website
Methods

3.4 Draft Plan – Shortage of staff due to illness

Issue Shortage of Staff

Stakeholders Casual staffs, part-time employees, supervisors, managers
Proposed Fatigue management, employ more staff.
Solutions
Proposed Control fatigue, increase productivity, reduce or eliminate
Benefits employee injury/illness occurrence
Communication Emails, newsletters, meetings.
Methods

3.5 Draft Plan – Procedural Short Cuts

Issue Management’s Procedural short-cuts

Stakeholders

PAGE 6
 Proposed
Solutions
Proposed
Benefits
Communication
Methods
4. Explain how you would inform team members about your continuous improvement
plan and what processes would you implement to ensure all staff and relevant
stakeholders are aware of the improvement’s achievements (e.g. WHS/OHS, savings,
productivity, service improvements) and how you would seek feedback and take ideas
from other on board?

Response

I would inform team members about my continuous improvement plan by

communicating it through:
• Trainings;
• Toolbox meetings;
• Emails;
• Notice board announcement; and
• ABC Cleaning website
and I would implement a Performance Management Plan (PMP) to ensure all staff and
relevant stakeholders are aware of the improvements achieved.

5. To ensure all departments/ staff in the organisation become involved in the

implementation of the continuous improvement plan, explain how you would
enable individuals and teams to participate in the decision-making process so they
can show initiative, take on responsibility and be accountable for their actions?

Response

To establish cooperative and collaborative approach to the effectiveness of the

continuous improvement plan. I will require the willingness of all participants concerned
in ABC Cleaning and in order for this too take place, I must design a system to foster,
facilitate and encourage. This system should reflect the following:

✓ Taking employees feedback into account

✓ Incentivise and recognise employee achievements
✓ Application of Continuous Professional Development
✓ Offer both financial and intrinsic rewards
✓ Reward growth and upskilling
✓ Link employee growth to business outcomes
✓ Offer customized training programs
✓ Conduct regular performance reviews

PAGE 7
 ✓ Take an interest in employee’s career paths
✓ Look for opportunities to empower and demonstrate trust

6. In the scenario, some staff struggled to deliver quality customer service due
to language barriers and may not understanding policies and procedures.
This has left a poor company image to internal and external customers.
Explain how you would apply continuous improvement processes to ensure
better service standards in the future and making staff accountable for their action?

Response

In this scenario, I would apply continuous improvement processes to ensure better service
standards in the future and making staff accountable for their action by ensuring more
coaching and mentoring practices is present in the workplace. Employees that shows a
accepted level of know-how on products and services according to their mentors or
coaches will be recommended to engage more often with customers but still under
supervision by their mentor or coach.

7. You are now required to hold a meeting to relevant staff to outline your
recommendations and present your DRAFT Improvement Plan as part of the
implementation and monitoring process.
Develop a Power Point Presentation outlining your recommendations in
detail and on how you suggest to improve overall productivity, service
improvements and work performance including an increased awareness of
WHS/OHS issues and reduction in workplace incidents (e.g. new policies and
processes, visual flow charts for procedures, how to read MSDS sheets, correct
use of PPE, new format of the induction program, regular support to staff
through mentoring & coaching arrangement, formal training).
During the meeting seek feedback and recommendations from the group

Response;

Refer to PowerPoint PDF

8. After the meeting, document in minutes discussion points, feedback and

further opportunities for improvement to increase overall productivity,
service improvements and work performance.

Response:

Refer to Version 1 Minutes Discussion. PDF

9. To manage records and reports within the organisation’s systems and

procedures, you are now required to finalise the Improvement Plan and save
the document as IMPROVEMENT PLAN FINAL in PDF and upload to MOODLE>.

PAGE 8
Response:

Refer to IMPROVEMENT PLAN FINAL. PDF

PAGE 9