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8/19/2019 manage innovation and contentious improvment
http://slidepdf.com/reader/full/manage-innovation-and-contentious-improvment 1/6
BSBMGT608C-Manage Continuous Improvement
Task 1
1.1. What strategies wou! "ou esta#ish to monitor an! evauate the
per$orman%e o$ ke" s"stems in the %ase stu!"&
It will be consisting in establishing the right systems, which will be flexible for both
the trainers and customers. It will need to implement the proper system that will help
to track classes in the most effective way since trainers are feeling to be overloaded
with work. There is also poor communication between the trainers and clients where it
becomes difficult to solve any concern or issues.
1.'. (na")e the operationa s"stem %urrent" use! to !eiver servi%es in the %ase
stu!"&
At #oun%e $itness it is making use of spreadsheet to track classes. It consist of
recording information of customers like height, weight, and BMI body mass index!
on commencement, personal programs and updates, personal trainer name and
comments.
1.*. +is%uss how, using the %ase stu!" eampe, "ou wou! $oster %reative $oster a
%reative %imate, !eveop organisationa earning, an! en%ourage entrepreneuria
#ehavior #" the team&
1. Trainersta$$ parti%ipation
It will consist of allowing staff to participate in decision making and it will be
improving the overall staff satisfaction.
'. /e%or!ing an! pres%he!uing pro%ess
It will be consisting to implementing effective training programs for the staff to
be more skillful in IT based organi"ation whereby recording and retrievingcustomer#s information becomes an easy task.
*. Centre management
It will be about helping to make the overall culture of the organi"ation to be more
cheerful and along with improving internal communication both among its staff
and its customers.
1
Umar Hassan
8/19/2019 manage innovation and contentious improvment
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BSBMGT608C-Manage Continuous Improvement
1.. I!enti$"
• The per$orman%e measure that "ou want to a%hieve
e" resut areas +uties (ssessment toos Improvement
Recording
• $ecord keeping
• %torage of client
information
•$etrieval
• &eedback
• Moment of truth
• 'ork improvement
• Based on result of
feedback, training wi
provided to make the
staff more (ualified
the post and able to
customers better
Trainer
• Training client
• Advising client
on nutrition
• Moment of truth
• Brainstorm
• %uggestion scheme
• )uality circle
• Measuring performa
of trainers to help to
become more compe
• $educe work load o
trainers to make the
feel more comfortabl
day to day activities
• *ob rotation
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Umar Hassan
8/19/2019 manage innovation and contentious improvment
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BSBMGT608C-Manage Continuous Improvement
Centre
management
• maintenance of
e(uipment#s and
building
• decision making
• assisting
customer#s
concerns and
issues
• en(uires
• surveys
• (uestionnaires
• system review
• based on feedback, t
management will
implement change
according to whatcustomers wants
• create a more health
culture in the
organi"ation
• allow staff to partici
in decision making
• (ssessment toos that "ou wou! use to !eveop i!eas $or improvement
• 2ow "ou wou! a%%ess an! evauate the use o$ ea%h&
e" areas 3453CT3+
53/C35TI7
35 (CT(9 (CT(9 G(5
Recording + - / + - / - 0+
Training + - / / + - / 0-
Customer Satisfaction + - / / + - / 0-
Centre Management + - / + - / - 0+
1.:. Working with * in "our training group, %ompete the $oowing as instru%te!. 3a%h
mem#er o$ this group wi have a turn using ea%h o$ %ompete the $oowing as
instru%te!&
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Umar Hassan
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BSBMGT608C-Manage Continuous Improvement
Creative %imate +eveop organi)ation
+eveopment
3n%ourage entrepreneuria
#ehavior
• Staff
participation
• 1ncourage democratic
culture• 2onsider staff opinion
• 1ncourage democratic
culture• Making staff more loyal
towards the organi"ation
• Customer
concerns and
issues
• )uality circle to encourage
the betterment of the
organi"ation
• Moment of truth to allow
customers to share what
they want from the
organi"ation
• 2onsider customer concern
and implement changes
according to what they
want
• Centre
management
• 2reating culture and habits
based on a customer
oriented techni(ues
• Becoming a customer
oriented business rather
than business oriented
• Recording
and
preschedulin
g activities
• Training staff to marketing
recording process easy for
both trainers to have a
knowhow of their activities
• Making sure they actual
performance received is
greater than perceived.
• Introduction towards the
staff.
1.6. When "ou are ea!ing the group, "ou must re%or! "our ea%h o$ "our three
sessions using three !i$$erent toos, an! %on!u%t them as "ou wou! i$ it were a
work situation. /emem#er "ou are working not on" on to get i!eas #ut to #ui!
an atmosphere o$ %reativit" an! organi)ationa earning. The paper work "ou
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Umar Hassan
8/19/2019 manage innovation and contentious improvment
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BSBMGT608C-Manage Continuous Improvement
%reate $or ea%h session wi $orm part o$ "our assessment evi!en%e $or su#mission
to "our assessor.
• Sta$$ parti%ipation
It will consist of making sure that the trainer does not feel like they are not
overloaded with their work. As a result the new changes will about making the
staff to feel more comfortable and loyal towards their duties. By making the
staff to participate more in the decision making process better ideas will be
introduced and as we-ll as the trainers will feel more dedicated towards their
duties.
• Centre management
It will consist of the organi"ation as a whole. The changes will be about
making the organi"ation a customer oriented one. It will implementing
changes based on what the customers actually want. It will be easy to actually
check the performance.
• /e%or!ing an! pre-s%he!uing o$ i!eas.It will be about implementing changes on how the recording process is done it
is an effective way. It will be providing training to staff to make them more
competent.
1.;. Con!u%t resear%h to !is%over i$ there are an" emerging tren!s or
opportunities, whi%h wou! #e %onsi!ere! $or in%orporation into the pan "ou
wi !eveop&
Some o$ the emerging tren!s that sha #e impemente! I the pan wou! #e
%onsisting o$ the $oowing<
• 3mphasi)ing %ooperation an! teamwork
It will be consisting to make the business more democratic culture leading to the
betterment of the organi"ation.
• Improving interna %ommuni%ations
It will be making the internal communication in the organi"ation more easy which
allows staff to deal with issues and concern more easily.
5
Umar Hassan
8/19/2019 manage innovation and contentious improvment
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BSBMGT608C-Manage Continuous Improvement
• Targeting saes more e$$e%tive"
It will got to do with creating new promotions like offering extras services like
recommendations on daily intake, advising on nutrients for better work out.
•Be%oming more %ustomer-$o%use!
It will got to do to make the business more customer oriented whereby it will be
conducting research to determine what exactly customers wants from the
organi"ation. As a result it will developing its product and services based on the
data collected which would help immensely in the increasing the market share and
customer loyalty. It will be done through (uestionnaires, collecting feedback,
(uality circles.
1.8. +is%uss when it wou! #e appropriate to %onsut outsi!e eperts in the %asestu!".
It will be best to consult outside experts if Bounce &itness is unable to reach
arbitration between the customers the trainers. Also, if the survey conducted on
Bounce &itness proves that customers are unsatisfied with the service they are being
provided. As a result, it will have to take the service of expert to improve the situation
to be able both to satisfy what the customers actually wants and also to be in the top
position in the market.
6
Umar Hassan