BSBMGT608C-Manage Continuous Improvement

Task 1
1.1. What strategies would you establish to monitor and evaluate the
performance of key systems in the case study?
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.
1.2. Analyze the operational system currently used to deliver services in the case
study?
At bounce fitness 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.
1.3. Discuss how, using the case study example, you would foster creative foster a
creative climate, develop organisational learning, and encourage entrepreneurial
behavior by the team?
1. Trainer/staff participation
It will consist of allowing staff to participate in decision making and it will be
improving the overall staff satisfaction.
2. Recording and prescheduling process
It will be consisting to implementing effective training programs for the staff to
be more skillful in IT based organization whereby recording and retrieving
customers information becomes an easy task.
3. Centre management
It will be about helping to make the overall culture of the organization to be more
cheerful and along with improving internal communication both among its staff
and its customers.

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Umar Hassan

BSBMGT608C-Manage Continuous Improvement

1.4. Identify

The performance measure that you want to achieve

Key result areas

Recording

Duties

Assessment tools

Record keeping
Storage of client

information
Retrieval

Feedback
Moment of truth
Work improvement

Improvement

Based on result of

feedback, training wi

provided to make the

staff more qualified f

the post and able to a

customers better

Trainer

Training client
Advising client
on nutrition

Moment of truth
Brainstorm
Suggestion scheme
Quality circle

Measuring performan
of trainers to help to

become more compet

Reduce work load of

trainers to make them

feel more comfortabl

day to day activities

Job rotation

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Umar Hassan

BSBMGT608C-Manage Continuous Improvement

Centre

equipments and

management

building
decision making
assisting

maintenance of

surveys
questionnaires
system review

management will
implement change
according to what

customers

concerns

based on feedback, th

and

customers wants
create a more healthy
culture in the

issues
enquires

organization
allow staff to particip
in decision making

Assessment tools that you would use to develop ideas for improvement
How you would access and evaluate the use of each?

Key areas

EXPECTED

EP

ACTUAL

ACTUAL

GAP

PERCEPTION
Recording

-1

Training

-3

Customer Satisfaction

-3

Centre Management

-1

1.5. Working with 3 in your training group, complete the following as instructed. Each
member of this group will have a turn using each of complete the following as
instructed?

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Umar Hassan

BSBMGT608C-Manage Continuous Improvement

Creative climate

Staff

Develop organization

Encourage entrepreneurial

Development

behavior

Encourage

culture
Consider staff opinion

participation

democratic

Encourage democratic

culture
Making staff more loyal
towards the organization

Customer

Quality circle to encourage

Consider customer concern

concerns and

the betterment of the

and implement changes

issues

organization
Moment of truth to allow

according to what they

want

customers to share what

they want from the
organization

Centre

management

Recording

Creating culture and habits

Becoming a customer

based on a customer

oriented business rather

oriented techniques

than business oriented

Training staff to marketing

Making sure they actual

and

recording process easy for

performance received is

preschedulin

both trainers to have a

g activities

knowhow of their activities

greater than perceived.

Introduction towards the

staff.

1.6. When you are leading the group, you must record your each of your three
sessions using three different tools, and conduct them as you would if it were a
work situation. Remember you are working not only on to get ideas but to build
an atmosphere of creativity and organizational learning. The paper work you
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Umar Hassan

BSBMGT608C-Manage Continuous Improvement

create for each session will form part of your assessment evidence for submission
to your assessor.

Staff participation
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 we3ll as the trainers will feel more dedicated towards their
duties.

Centre management
It will consist of the organization as a whole. The changes will be about
making the organization a customer oriented one. It will implementing
changes based on what the customers actually want. It will be easy to actually
check the performance.

Recording and pre-scheduling of ideas.

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.

1.7. Conduct research to discover if there are any emerging trends or

opportunities, which would be considered for incorporation into the plan you
will develop?
Some of the emerging trends that shall be implemented I the plan would be
consisting of the following:

Emphasizing cooperation and teamwork

It will be consisting to make the business more democratic culture leading to the
betterment of the organization.
Improving internal communications
It will be making the internal communication in the organization more easy which
allows staff to deal with issues and concern more easily.
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Umar Hassan

BSBMGT608C-Manage Continuous Improvement

Targeting sales more effectively

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.

Becoming more customer-focused

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
organization. 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 questionnaires, collecting feedback,
quality circles.

1.8. Discuss when it would be appropriate to consult outside experts in the case
study.
It will be best to consult outside experts if Bounce Fitness is unable to reach
arbitration between the customers the trainers. Also, if the survey conducted on
Bounce Fitness 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