Continuous Improvement Management

Monitor and adjust performance strategies.

Project 3
STUDENT NAME: ROXETTE JASMINE G. GALLETA
BATCH: BS ACCOUNTANCY 1-YB-1
TEACHER: MARIANNE IBAN

eVersity
Case Study 1: "XYZ Corp: Lean Methodology in Logistics"
Background:
XYZ Corp is a multinational e-commerce company that has been facing challenges in its logistics and supply chain management. Despite being a market leader, the
company was struggling with delayed deliveries, inventory mismanagement, and high operational costs.
Problem Statement:
The logistics division was suffering from inefficiencies, resulting in delayed orders and customer dissatisfaction. Inventory costs were skyrocketing due to
overstocking and waste.
Lean Methodology Implementation:
1. Value Stream Mapping: The first step was to create a value stream map to identify all the processes involved in their logistics.
2. Waste Identification: Processes that did not add value to the end customer were considered waste. They identified seven types of waste, including
overproduction and unnecessary transportation.
3. Continuous Flow: By redesigning the warehouse layout and optimising picking processes, XYZ Corp aimed to achieve a continuous flow.
4. Pull System: Implemented a Just-In-Time (JIT) inventory system, reducing overstocking costs.
5. Employee Involvement: Employees were trained and encouraged to identify "muda" (waste) and suggest improvements.
Results:
1. A 20% reduction in operational costs.
2. Customer satisfaction rates increased by 15%.
3. Inventory turnover improved by 25%.
Lessons Learned:
1. Employee engagement is crucial in Lean methodology.
2. Waste reduction can significantly lower costs.
3. Continuous improvement must be maintained for long-term benefits.

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Case Study 2: "ABC Bank: Implementing Six Sigma in Customer Service"
Background:
ABC Bank is a leading financial institution. Despite having a broad customer base, the bank was facing issues with customer service, including long wait times and
incorrect problem-solving.
Problem Statement:
Customer dissatisfaction was increasing, impacting the bank's reputation, and leading to a loss in customer base.
Six Sigma Implementation:
1. Define: Identified critical areas in customer service that needed improvement, such as reducing the average wait time.
2. Measure: Collected data on current wait times, customer dissatisfaction rates, and error rates in problem-solving.
3. Analyse: Used statistical tools to analyse the data, identifying bottlenecks and inefficiencies.
4. Improve: Implemented changes, such as additional training for customer service representatives and introducing automated services for common
customer queries.
5. Control: Continuously monitored the new processes, making necessary adjustments.
Results:
1. Average wait time reduced by 40%.
2. Customer satisfaction increased by 30%.
3. Error rates in problem-solving reduced by 25%.
Lessons Learned:
1. Data-driven decision-making can significantly improve customer service.
2. Employee training is crucial for the successful implementation of Six Sigma.
3. Continuous monitoring ensures that process improvements are sustainable.
*Ensure you review the Case Studies prior to commencing Project 3.

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 CONTINUOUS IMPROVEMENT STRATEGY TEMPLATE

TASK 1

Section Description (Fill in details) Notes/Comments

Objective What is the strategy aiming to Case Study 1: The strategy is reduce delayed deliveries, fix
improve? inventory mismanagement, and decrease operational costs.
Case Study 2: The strategic actions for this case are increase
customer service satisfaction, reduce wait times and showcase
better problem-solving skills.
Methodology Which continuous improvement Case Study 1: Lean Methodology
methodology will be used? Case Study 2: Six Sigma
KPIs Key Performance Indicators to track Case Study 1: Inventory turnover, customer satisfaction rating
Case Study 2: Average customer wait time, customer
satisfaction rating, problem-solving error rates
Resources Required List of resources Case Study 1: Customer service ratings, Amount of inventory
overstock
Case Study 2: Average customer wait time, customer service
ratings, average error rates
Timeline Estimated completion time Case study 1: 6 months or more
Case study 2: 6 months or more
Responsible Parties Who will be responsible for each Case study 1: Logistics Manager, Inventory Manager,
action? Operations Manager
Case study 2: Customer service executive
Objective To fix current problems the Case study 1: Lessen issues regarding logistics problems
companies are currently facing Case study 2: Improve customer service quality

This template was provided by eVersity for the purpose of this project. All entries and content are the responsibility of the student.

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 IMPLEMENTATION PLAN TEMPLATE

TASK 2

Task ID Task Description Responsible Party Start Date End Date Dependencies Status
1 Implement Lean John Doe 5/1/2024 10/30/2024 None In Progress
Method
1.1 Reduce delayed Logistics manager 5/15/2024 10/30/2024 Task 1 In Progress
deliveries
1.2 Fix inventory Inventory manager 5/15/2024 10/30/2024 Task 1 In Progress
mismanagement
1.3 Decrease operational Operations Manager 5/15/2024 10/30/2024 Task 1 In Progress
costs
2 Implement Six Sigma Jane Del 5/1/2024 10/30/2024 Task 2 In Progress
method
2.1 Increase customer Customer service 5/15/2024 10/30/2024 Task 2 In Progress
service executive
2.2 Reduce wait times Customer service 5/15/2024 10/30/2024 Task 2 In Progress
executive
2.3 Showcase better Customer service 5/15/2024 10/30/2024 Task 2 In progress
problem-solving skills executive
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 This template was provided by eVersity for the purpose of this project. All entries and content are the responsibility of the student.

RISK REGISTER TEMPLATE

TASK 3

Mitigation Responsible
Risk ID Risk Description Likelihood Impact Risk Level Strategies Party
1 Supply chain High High Critical Develop alternate Risk Manager
disruption suppliers
2 Delayed time of High High Critical Encourage timely Logistics Manager
deliveries deliveries
3 Inventory Average High High Reduce Inventory manager
mismanagement mismanagement in
inventories
4 High operational costs High High High Focus on under- Operations
stocked inventories Manager
5 Low customer service Average High High Offer better Customer service
ratings services to executive
customers to
satisfy them
6 Long wait times High High Critical Practice strictly Customer service
quick services executive
7 Inaccurate problem- High High Critical Ensure better Customer service
solving training to executive
employees to give
satisfactory
services
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This template was provided by eVersity for the purpose of this project. All entries and content are the responsibility of the student.

STAKEHOLDER COMMUNICATION PLAN TEMPLATE

TASK 4

Stakeholder Group Communication Method Frequency Content to be Shared Responsible Party

Management Monthly Meeting Monthly Progress Updates Project Manager

Team Members Weekly Email Update Weekly Task Assignments Team Lead

Investors Monthly meeting Monthly Progress Updates and Investor Relations

suggestive plans for
current issues
Employees Weekly Email and meeting update Weekly Roles and tasks to be Human Resources
improved by them
Suppliers Weekly email and meeting update Weekly Number of inventories to Supply Chain Manager
be supplied by them
Customers Monthly survey in company Monthly Asked to share feedback Customer service
website regarding the companies representative
progressive service
Government Yearly progress update through Yearly Company’s legal Legal Clerk
company paperwork paperwork that fit law
standards
Community Monthly update through social Monthly Feedback from guaranteed Marketing department

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 media customers for the image of
the company
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This template was provided by eVersity for the purpose of this project. All entries and content are the responsibility of the student.

FEEDBACK FORMS TEMPLATE

TASK 5

Feedback Category Feedback Description Suggestions for Improvement Provided By

Methodology Applied Was the methodology clearly Plan better methods for further Employees
understood and easy to apply? improvement
Resource Availability Were the necessary resources Yes, leading to a successful Employees
available for implementation? implementation
Employee performance Was the service done by the I hope they make less errors in Customers
employee fit to your standard? my next visit
Customer experience Was the customer experience The lesser the wait time, the Customers
satisfactory? more satisfied the customer gets.
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This template was provided by eVersity for the purpose of this project. All entries and content are the responsibility of the student.

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