manage innovation and contentious improvment

8/19/2019 manage innovation and contentious improvment

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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.

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Umar Hassan




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




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




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




%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.

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Umar Hassan




• 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.

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Umar Hassan

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manage innovation and contentious improvment