Continuous Improvement - Policy and Procedures

Continuous Improvement
Purpose

This policy provides details of XYZ Pty Ltd (XYZ) approach to continuous improvement.

The purpose of the policy is to provide principles to guide the continuous improvement practices of XYZ
staff to:

 encourage continuous improvement in the workplace

 ensure that all XYZ activities, processes and systems support our focus on quality

This policy applies to all XYZ staff.

Policy and Procedures

Continuous improvement (CI) is at the core of the management strategy of XYZ, and it is recognised as a
competitive factor in the marketplace.

CI covers all aspects of the operation of XYZ driving organisational excellence to improve value delivery
to all XYZ stakeholders, including both clients and employees.

By implementing a culture of continuous improvement, the company will:

 focus on understanding and satisfying the clients;

 regularly review approaches and methods with improvement cycles and conclusions implemented;

 benchmark and regularly measure the performance of key processes;

 manage business using facts rather than opinion;

 maintain a culture of clear, open communication;

 work to reduce cycle-time in all aspects of the business;

Continuous Improvement Page 1 of 2

Continuous Improvement - Policy and Procedures

 promote active teamwork as a normal way of achieving outcomes;

 recognise and promote improvement efforts;

 develop a culture where continuous improvement involves everyone, and the process of change
becomes routine; and

 develops and values key partnerships with employees, clients and other stakeholders.

Several processes are used by XYZ to implement and maintain a system of continuous improvement:

1) Every area Manager is responsible for conducting a performance audit once/year and to present
its findings to the CEO

2) Client and employees surveys are conducted regularly, and the results of the surveys are
presented to the CEO to be discussed in the monthly management meeting

3) Complaints are an opportunity for constructive feedback to improve performance standards

4) The Marketing department is responsible for conducting external business environment analysis to
monitor trends, technology and standards relevant to the industry

5) Attendance to conferences and networking events is encouraged to gather ideas for improvement

6) Professional development of staff on quality management practices is part of the management

development plans

7) Quality Circle groups work cross-functionally in the organisation (with meetings scheduled each
month)

The HR Manager is responsible for coordinating the CI program and its initiatives.

Continuous Improvement Page 2 of 2