Case Study

Learner Instructions 1
(Case Study)
Submission details
Students Name

Student ID
Group

Assessor’s Name

Assessment Date/s

The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
Demonstrate knowledge of how to design and implement continuous improvement processes that engage employees in the decision-making process and ensure employees have the requisite skills and knowledge to implement.
Assessment description
Instructions
This project is one of several assessment tasks that you will be set for the determination of your success for these units of competence. You are required to complete the assignment in allocated class study time and it must be submitted by the date allocated by your assessor. You are free to use whatever resources you consider appropriate for the task.
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of some or all of the application in this assessment method by applying:
• assisting customers to particular their needs;
• documenting processes used and customer satisfaction with the products/services offered; and
• assisting customers to address their needs.

Scenario
Shelly Sanders has just been promoted to supervise the home furnishings department of the large department store where she works. When she was promoted, the store manager made it clear to he that she is expected to turn around the poor showing of the departments, particularly in sales, which are below budget.
Reasoning that a poor reputation in the marketplace might contribute to poor sales, one of the first things Shelly does is analyse the department’s customer suggestions and complaints records. She wants to gain a clear understanding of the current position of the department before deciding how to improve it. She uses a check sheet to break down complaints and suggestions by frequency and type. Then she transfers the data onto Pareto charts and finds that the most common cause of customer complaints is problems with the delivery of furniture the customers have ordered.
On investigation she finds that, when furniture is ordered, the manufacturer quotes a lead time, which her staff passes on to their customers. The manufacturer is often late in delivery. In turn, manufacturers often blame their suppliers for late delivery of raw materials.
However, because the store has no tracking system, the first the staff in the furnishings department hear of a problem is when customers ring up to complain that their order is overdue and asking when delivery will be. The staffs then have to find the order manually, check with the supplier to find out the new delivery date and ring the customer back. This is time-consuming and creates ill will between customers and the store.
Shelly realises that she won’t be able to fix this problem on her own. She gathers her team together to brainstorm all the problems they experience. Team members then prioritise the problems and plan to resolve each of them in turn. They decide to assign some problems to ‘working parties’ so that they can work on more than one problem at a time. The staff seem quite keen to get the ball rolling and see some results.
As it happens the problem that the team decides to work on first is the customer delivery problem.

Tasks
1. Discuss what the quality improvement team’s next steps are likely to be as it works on the problems of customer delivery.
2. Will the staff need to involve their suppliers at any stage? If so, how could they do this?
3. Should Shelly have involved the staff from the beginning? Why or the why not? What can she do to ensure that their motivation remains high?

Candidate: I declare that this work has been completed by me honestly and with integrity and that I have been assessed in a fair and flexible manner. I understand that the Institute’s Student Assessment, Reassessment and Repeating Units of Competency Guidelines apply to these assessment tasks.
Signature: ___________________

Date: ____/_____/_____

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