Paperchase office supplies are an independent company that operates in the field of office equipment and supplies in the town of Campbell in New South Wales. The implementation of a continuous improvement system and processes will benefit the company in various manners. The implementation of continuous improvement process will increase the productivity of the products supplied by the company, the quality of the products and equipment will be improved, the costs will be lowered, the delivery times for the service will be decreased, the employees’ satisfaction or morale with the company will improve and the turnover rate of the employees will be reduced to a lower number as an impact or benefit of the implementation of the continuous improvement process.
The Plan Do Check Act is a continuous improvement model in which opportunity is identified and change plans are made in the first step, the change will be implemented, then the data will be analyzed, and lastly, the action will be taken according to the previous steps. Six-stigma is another model for continuous improvement processes that work to eliminate the defects in products and services in a statistical manner (Heinemann, et. al., 2017). These two models are very promising but for Paperchase office supplies, the Plan Do Check Act model is the best choice as it will be more beneficial according to the working of the company and its processes.
The strategies for the implementation of the continuous improvement processes and procedures in paper chase office supplies are as follows. The commitment for the organization is required, everyone should be the part of the routine decided, everyone in the staff and administration will do their job, the results will be measured, the communication between the workers of the company will be established, and lastly the previous steps will be repeated as per the strategies in the implementation of the continuous improvement process in the company.
The paper chase office supplies company can use various continuous improvement tools such as feedback forms, online surveys, Gemba-walks, and Catch-ball. The feedback forms collect the feedback of the consumers, the online surveys conclude the various opinions about various aspects of the company. The Gemba-walks is the tool in which the improvement is done on the place the work is being done in the company for better improvement. The catch-ball is the tool in which an individual defines the improvement and sets the goals and aims of the process and throws it to the stakeholders of the company for the improvement opinions.
The participation of the staff in the decision making of the paper chase office supplies is very important. It can be done by communicating about the expectations of the staff members, managing tine improvements, feedback policies, celebrating the innovation of employees, promoting for creative deeds in the working environment, and rewarding for the improvements accomplished will engage the employees with the company’s decision making in a better way.
The strategies for ensuring that the staffs are informed about the continuous improvement processes and the outcomes are very crucial for the operations of the business activities (Hambach, et. al., 2017). This should be done by accepting transparency in the processes and the outcomes of the processes. This will ensure the recognition of the staff of the paper chase office supplies.
The feedback collection from the customers, suppliers, and staff can be done through various means such as feedback forms, online surveys, intranet, chit system, voting systems, etc. these processes can be used for the feedback mechanism in the company to obtain the honest opinion of the suppliers, customers, and staff of the company which will help in the benefits of the company in the path of improvement procedures.
The improvement processes and procedures should be briefed for the staff members who will ensure that the staff will be able to implement and support the continuous improvement processes (Lorenz, et. al., 2019). This can be done using the on-going mentoring and coaching processes in which the higher authorities of the company will teach the staff about the various aspects of the improvement processes and procedures and will help in the proper implementation.
Sustainability inside the company and outside the company affects the consumer base for the company. It is a very important aspect to ensure continuous improvement in sustainability. Sustainability should be ensured in the continuous improvement processes in the company. Every improvement step should reflect the larger outcome of the environment. The environment should be considered in product usage and other processes. This way sustainability will be ensured.
The knowledge management strategies can be adopted for ensuring that the insights and experiences of the business activities are accessible for the staff members. The motivation and supply are the strategies that will be helpful for paper chase office supplies as the motivation will help the staff to understand and supply of the activities will be given to the staff members for the better improvement implementation.
Purpose of the policy: the establishment of a formal continuous improvement system
Scope of the policy: The policy will drive the company towards excellence in improving value delivery for the stakeholders of the paper chase office supplies company (First, et. al., 2017).
Continuous improvement principles: Focus on consumers, leadership support ensured, using staff’s opinions, using factual and measurable monitoring and methods in policy, implementing incrementing change, the cooperation of employees of the company are the basic continuous improvement principles.
Continuous improvement model: The Plan Do Check Act (PDCA) model will be used for the policy-making in which the first stage is to look out for the opportunities for changes. In the second step, the planning for the changes will be made in the various sections of the company. Then the plans will be cross-checked by the company according to the data analysis (Claybaugh, et. al., 2020). The last step will include the execution of the policy made for the continuous improvement of the company.
Continuous improvement implementation: the policy will be implemented in the company with the help of the contribution of the employees and stakeholders of the company in the various areas of functioning such as warehouse and operation unit.
Staff participation and communication: the communication and participation of the staff members are very crucial for the implementation of the continuous improvement policy. This can be established using multiple tools for management.
Tools to support the continuous improvement process: Gemba walks, PDCA cycle, catch-ball tools are some of the tools which support the continuous improvement processes in the Paperchase office supplies which will enhance the support system for the policy (Ivey, et. al., 2017).
Responsibilities: the policy is responsible for the growth and development of the company in various ranges of the company as it will improve the functioning for the stakeholders of the company. The customers will gain the benefits from the company as per the responsibility of the policy.
The continuous improvement tools are the tools that help the company in recording the work performance of the employees of the company. The continuous improvement register and forms are the tools for continuous improvement for the company which will collect the information for the employees and the opinions of them will be recorded. The feedback forms are the type of continuous improvement tools which is used to record the work performance of the company in the words of various stakeholders (Hegade, et. al., 2017). These tools for the continuous improvement help in the establishment of the policy and procedures of the continuous improvement in the company. The registration forms can be used for the recording of the opinions of the stakeholders about the functioning of the company and the delivery process of the company’s system. The continuous improvement tools will help record the opinions of the company for the improvement in various sectors.
The feedback forms can be used in various kinds in paper chase office supplies in which the stakeholders can fill out the forms anonymously to complain about any kind of mismanagement in the processes of the company. The feedback of the stakeholders can comprise the opinions of the company’s improvement policies which will help in the growth and development of the company and improves the facilities being provided for the customers of the company (Roll, et. al., 2019). These tools will be very helpful for the company’s policies and procedures to improve the functioning and operations of the company. The improvement policies will enhance the sales and functioning of the operations of the various tasks and delivery process in the company for the stakeholders. This is an important tool to improvise the functioning to attain the best levels in business activities.
It is analyzed that the continuous improvement system is helpful for the company which assists in achieving desired goals and targets. The survey is about 75 customer and 49 were returned. The total satisfaction number of customers of the paperchase office supplies includes 26 respondents who are satisfied, 18 somewhat satisfied, 4 satisfied and 1 is dissatisfied. Industry benchmark demonstrates that the average number of customers is indicating how they can be satisfied with customers 42%. Some respondents are doing ease business with paperchase office supplies which involve 20 are totally satisfied, 19 are somewhat satisfied and 6 satisfied, 2 totally dissatisfied (Camarillo, et. al., 2017). There are around 47% of the respondents who think that they are doing ease business and operate it in a better manner. On the other hand, there are around 72% of respondents who indicate that they would purchase products of the respective company. It has been analyzed that there are around 63% which indicates that they would be recommended the company to others.
This is important for Paperchase Company is to focus on analyzing its customers’ feedback and response in a better manner. Along with this, an organization needs to conduct a survey where they are taking necessary actions. The customer service of the company mainly focuses on maintaining business structure and development (Tichnor-Wagner, et. al., 2018). The customer service team members need to develop a strong relationship with their customers and understand their issues or problems. There are two recommendations for future customer surveys that include keeping the communication short and simple and another asks questions to take the required response from customers. It is the graph that shows the overall performance and results get that are important for the industry benchmark. The company also focuses on getting the attention of customers and should provide them demanding services in a better manner.
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