The continuous business improvement is a process that every business undertakes for bringing forth improvements in the products, services and the processes. It has helped the organization sin bringing in changes in the structure and the functioning of the organization in the market. VTI Auto Workshop and Car care has taken steps in order to bring in continuous improvement in the business processes through the proper impetration of the change processes.
The employee involvement that is being undertaken by the organization has helped in facilitating the integration of the workforce. It has helped in the proper functioning of the workforce based on the goals of the organization. According to Harrison (2012), the basic consideration of the change that is undertaken by the organization is based on the resourcefulness of the organization and the integration of the skilled workforce. It has helped in facilitating the change in the organization. The concerned company for this report has taken steps in order to provide a perfect environment to the employees for enhancing the involvement of the same in the decision for the change that is being planned by the organization (Sessa and London 2015). The involvement of the employees has helped the concerned company in understanding the various issues that are being faced by the workforce while functioning based on the requirements of the organization. The involvement of the workforce in the decision making processes of the organization has helped th organization in enhancing the standards of the leadership that is being undertaken by the organization.
On the other hand, the proper application of the PDCA model will be helping the organization in maintaining the proper development of the strategies and the implementation of the same in the organization. The organization plans for bringing forth the improvements in the structure and the functioning through the identification of the favorable strategies. The operational goal of the organization is to provide the best service to the clients based on their offerings. Therefore, the organization has taken steps in order to facilitate the understanding of the requirements of the clients and thereby keep a record of the issues that are being faced by the organization. The documentation of the issues helps the organization in formulating the strategies that helps in resolving the issues. The data that is being collected by the organization is based on the feedbacks of the customers and the issues faced by the same while receiving the service. This helps the organization in enumerating the changes that are required to be undertaken for their improvements (Schaltegger and Burritt 2018). The process includes a clear documentation of the issues that are faced by the organization and thereby chalks out strategies for determining the varied changes in the services. Processing the data that is being collected by the organization is the third phase of the PDCA process. In this stage, the concerned company processes the accuracy and the frequency of the issues and thereby formulated their policies and strategies based on the priorities of the organization. It has helped the organization in saving time and resources. The last phase of the process of the change is based on the proper assessment of the data that is being collected by the management of the organization and the implementation of the same on the structure of the organization (Sadgrove 2016). The concerned company has taken steps for understanding the varied requirements of the customers through the utilization of the data. It thereby brings in changes based on its capabilities.
The employee responsibility and initiative of the same has helped in determining the various aspects of improvements that are being planned by the organization. The chief responsibility of the employees of the organization is to adhere to the requirements of the clients. The organization has also taken the initiative of proving the regular training sessions for enhancing the functioning of the workforce and ensuring the quality of the services that are being provided to the customers (Evans and Lindsay 2014). The initiative taken by the employees is backed by the rewards and recognitions that are being undertaken by the organization for keeping the workforce motivated and focused.
Stakeholders of the organization play an important role in bringing forth the change in the structure and the functioning of the same. The support of the stakeholders is an important aspect of the change that is being planned by the organization. The workforce, the investors, the suppliers and the customers determine the stakeholders of the company. The support of the employees in bringing about the change is facilitated by the decision that is undertaken by the organization. on the other hand, the organizational understanding of the needs of the customers relating to the services helps in determining the effectiveness of the same. The investments that are being taken by the investors help in determining the change that is strategized by the organization. Ford (2014) believed that the proper implementation of the change is never possible without the support of the stakeholder. Therefore, the stakeholders hold an important position while understanding the change that is being undertaken by the organization.
Communication plays an important role in facilitating the change by the concerned organization. The vision of the change in the services that are being provided by the organization is to be conveyed to the workforce in order to make the same aware of the objectives of the organization and the change that is being planned by the organization (Fleischmann et al. 2012). On the other hand, the issues that are being faced by the workforce while acting on the change and the issues faced by the customers is conveyed to the management for resolving the issues.
The utilization of integrated training that is being delivered by the organization has helped the workforce in enhancing and upgrading the skills of the same. Skilled workforce helps the organization in bringing forth improvements in the functioning of the organization in the market (Schneider and Spieth 2013). The organization provides training to the mechanics and also offers short courses for enhancing the skills of the employees thereby ensuring quality services to the clients.
In order to monitor over the processes the company has taken steps to evaluate the feedbacks of the customers and thereby maintain a record of the same. It will be helping the company in distinguishing and determining the effects of the change that is planned by the organization in the market. The major aspects of the change are based on the satisfaction of the customers through the services that are provided by the organization. Therefore, monitoring over the services and adhering to the feedbacks of the customers will be helping the organization in the efficient undertaking of the monitoring activity. Proper recordkeeping of the customer feedbacks helps the organization in determining the effectiveness of the change that is being planned by the same (Oakland 2014). The documentation of the needs and the requirements of the customers help the organization in prioritizing the requirements of the customers and thereby formulate the strategies. The concerned company is facing issues relating to the quality of the services that are offered by the same.
The strategies that were taken by the organization have brought in benefits for the same. Improvements in the market situation and the retention of the customers are the primary benefits that the concerned company has gained (Bucherer, Eisert and Gassmann 2012). On the other hand, the rise in the revenue and the profitability of the organization are the key indicators of the change that is being undertaken by the organization in the market.
Functional and customer satisfaction issues in the organization
The functional issues that are being faced by the organization are based on the poor skill of the employees. The most important issue that is being faced by the organization is based on the employee motivation and productivity as the organization does not provide any training to the employees. On the other hand, the services that are provided by the organization do not satisfy the needs of the customers. The customers are required to wait for long thirty minutes or more to get their cars serviced by the attendants. The major aspects of the issue that is being faced by the organization is the incapability of the organization to provide enough room for making up the lounge or the waiting rooms, which is an inconvenience for the people.
Continuous improvement techniques
The company must take steps in order to address the training needs of the employees in order to make them proficient in the jobs with which they are assigned. Moreover, the company must take steps in order to facilitate a proper working environment for the employees in order to keep them focused and motivated at the workplace (Zairi 2012). On the other hand, the company must take steps in order to develop the infrastructure for facilitating the needs of the customers. the assessment of the feedback that is being given by the customers after they receive the services must also be considered by the organization for maintaining their sustainability in the market.
Continuous improvement strategies
The organization is required to undertake certain strategies for bringing in improvements in the structure and the functioning of the same (Achtenhagen, Melin and Naldi 2013). It is aimed at helping the organization in retaining the sustainability of the business in the market. Proper measurement of the performance of the organization is to be adopted through the determination of the market situation of the organization and the customer feedbacks that are received by the company (Harmon 2014). On the other hand, the company must also emphasize on the needs of providing proper training to the employees for their development in the professional field. It will help the company in bringing forth professionalism in the processes that it undertakes (Looy, Backer and Poels 2014). The company must also take steps in order to provide the employees with a positive working environment to the workforce for encouraging and motivating the same in their work processes. The rewards and the recognition is again a step that must be undertaken by the organization for encouraging the best performer. It will be helping the organization in appreciating the efforts of the employees and thereby set an example for the other employees (Goetsch and Davis 2014). The management of the organization must express their expectations relating to the goals of the organization to be profitable and sustainable in the market. It also helps the organization in enumerating the communication channels that will help the organization in connecting with the employees directly and retain the feedbacks of the clients. This strategy of the organization will be helping the same in understanding the various aspects of the change that the organization is required to undertake in order to cope up on the competitive market situation (Kirchmer 2012).
Action plan
|
Actions |
Time required for implementation
|
Outcome |
|
Formal training and development of the staff members |
3 months |
Proper training and demonstrations on the responsibilities of the job role facilitates the outcome of a skilled workforce. The skilled workforce helps in the smooth functioning of the organization in the market. |
|
Rewards and recognition of the staff |
After the completion of every single month |
Motivates the employees and keeps them focused on their respective job roles |
|
Infrastructural growth |
Every 5-7 months |
The infrastructural growth helps in facilitating the smooth functioning of the processes and helps in attending the requirements of the customers more likely |
|
Development of communication channels |
2- 3 weeks |
The proper development of the communication channels will help the management of the organization in conveying the change that is planned for achieving the objective of the same. On the other hand, it will help the management in retaining the feedbacks of the customers and assessing them for bringing in the change. |
|
Proper working environment |
2- 3 months |
The provision of the perfect working environment has helped in the proper functioning of the workforce. |
Proper monitoring based on feedback
The proper monitoring over the services that are being provided by the organization is based on the customer feedback that is retained by the organization at the time of the payment of the charges (Trimi and Berbegal-Mirabent 2012). The major aspects of the change that is being undertaken by the organization is based on the survey form, which is available at the reception of the outlet. The issues that were recognized were mainly due to the attitude of the employees, theft and issues in cleanliness and hygiene of the cars. Therefore, the company formulated the strategies in order to resolve the issues that are being faced by the customers and monitor over the services that are rendered by the same (Rolstadås 2012).
The issues that are being faced by the organization are based on the lower rate of customer satisfaction. The untrained workforce and the harsh attitude of the employees have created discontent among the customers. The qualities of the services that are delivered by the organization are not standardized (Schaltegger, Lüdeke-Freund and Hansen 2012). The company does not even provide a healthy working environment for the workforce, which affects the smooth functioning of the same in the market. The company has set no standards as that might increase the liability of the organization towards the customers for the services that they aimed at providing. The major aspects of the change that is being undertaken by the organization are based on the issues in the infrastructural units and the services that are being provided by the organization (Becker, Kugeler and Rosemann 2013).
Bill might make use of the Functional theory of group decision making in order to facilitate the proper understanding and the execution of the decision in the processes undertaken by the organization. The theory includes a proper understanding of the problem that is faced by the organization as its first step (Jeston and Nelis 2014). A thorough examination of the criteria of the acceptable solution is being made after the understanding of the problem that is faced by the organization. Alternative solutions are also considered in the process. Lastly, the positive and the negative aspects of the solutions are assessed for the better understanding of the befitting nature of the proposed solution (Österle 2013). Bill might make use of the Functional theory for better understanding and addressing the issues that are being faced by the organization.
The style of documentation that will be helpful in understanding the complaints of the customers is through the usage of the Requirement Documentation. It helps in understanding the varied requirements of the people through the manipulation of the data and the analysis of the same (Chang 2016). It will be helping the organization in determining the changes that are required for undertaking the improvements in the market situation.
|
Suppliers |
The gadgets and the new technology, required raw materials |
|
Inputs |
Raw materials, human labor |
|
Process |
· Customer call the receptionist for fixing an appointment · Customer arrives the service centre · Servicing of the automobile · Paying off the charges · Feedback |
|
Output |
Servicing of the cars |
|
Customers |
Satisfaction of the customers |
References
Achtenhagen, L., Melin, L. and Naldi, L., 2013. Dynamics of business models–strategizing, critical capabilities and activities for sustained value creation. Long range planning, 46(6), pp.427-442.
Becker, J., Kugeler, M. and Rosemann, M. eds., 2013. Process management: a guide for the design of business processes. Springer Science & Business Media.
Bucherer, E., Eisert, U. and Gassmann, O., 2012. Towards systematic business model innovation: lessons from product innovation management. Creativity and Innovation Management, 21(2), pp.183-198.
Chang, J.F., 2016. Business process management systems: strategy and implementation. CRC Press.
Evans, J.R. and Lindsay, W.M., 2014. An introduction to Six Sigma and process improvement. Cengage Learning.
Fleischmann, A., Schmidt, W., Stary, C., Obermeier, S. and Börger, E., 2012. Subject-oriented business process management. Springer Science & Business Media.
Ford, J.K., 2014. Improving training effectiveness in work organizations. Psychology Press.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper Saddle River, NJ: pearson.
Harmon, P., 2014. Business process change. Morgan Kaufmann.
Harrison, R., 2012. Employee development. Universities Press.
Jeston, J. and Nelis, J., 2014. Business process management. Routledge.
Kirchmer, M., 2012. Business process oriented implementation of standard software: how to achieve competitive advantage efficiently and effectively. Springer Science & Business Media.
Looy, A.V., Backer, M.D. and Poels, G., 2014. A conceptual framework and classification of capability areas for business process maturity. Enterprise Information Systems, 8(2), pp.188-224.
Mitra, A., 2016. Fundamentals of quality control and improvement. John Wiley & Sons.
Oakland, J.S., 2014. Total quality management and operational excellence: text with cases. Routledge.
Österle, H., 2013. Business in the information age: heading for new processes. Springer Science & Business Media.
Rolstadås, A. ed., 2012. Performance management: A business process benchmarking approach. Springer Science & Business Media.
Sadgrove, K., 2016. The complete guide to business risk management. Routledge.
Schaltegger, S. and Burritt, R., 2018. Business cases and corporate engagement with sustainability: Differentiating ethical motivations. Journal of Business Ethics, 147(2), pp.241-259.
Schaltegger, S., Lüdeke-Freund, F. and Hansen, E.G., 2012. Business cases for sustainability: the role of business model innovation for corporate sustainability. International Journal of Innovation and Sustainable Development, 6(2), pp.95-119.
Schneider, S. and Spieth, P., 2013. Business model innovation: Towards an integrated future research agenda. International Journal of Innovation Management, 17(01), p.1340001.
Sessa, V.I. and London, M., 2015. Continuous learning in organizations: Individual, group, and organizational perspectives. Psychology Press.
Trimi, S. and Berbegal-Mirabent, J., 2012. Business model innovation in entrepreneurship. International Entrepreneurship and Management Journal, 8(4), pp.449-465.
Zairi, M., 2012. Measuring performance for business results. Springer Science & Business Media.
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