PLAN AND ESTABLISH SYSTEMS AND PROCEDURES

PLAN AND ESTABLISH SYSTEMS AND PROCEDURES
D1.HGE.CL7.07 D1.HGA.CL6.01 D2.TGA.CL6.08 Trainer welcomes students to class.

Subject elements This unit comprises three Elements:
Plan and develop systems and procedures Establish systems and procedures Review systems and procedures Trainer advises this Unit comprises seven Elements, as listed on the slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail from their Trainee Manual • At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed.

Assessment Assessment for this unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates the methods of assessment that will be applied to them for this Unit.

Element 1: Plan and develop systems and procedures
Introduce topic. Class Activity – General Discussion Ask general questions: What are systems and procedures? Why are them important to an organisation? Who develops them for an organisation?

Plan and develop systems and procedures
Performance Criteria for this Element are: Identify the need for enterprise systems and procedures, and clarify enterprise requirements by monitoring the workplace and consulting with colleagues and customers on an ongoing basis Identify problem areas and take prompt action to identify possible responses Develop or revise systems and procedures using appropriate consultative processes Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Plan and develop systems and procedures
Performance Criteria for this Element are: Consider immediate operational needs and enterprise goals, and capabilities and resources, when developing or revising systems and procedures Identify any relevant legal and ethical constraints Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Systems and procedures
Importance of systems and procedures Every organisation needs some format of structure in which its operations are dictated and guided by. This structure will come in the form of systems and procedures Class Activity – General Discussion General development of interest in systems and procedures.

Systems and procedures
Importance of systems and procedures What is a system? What is a procedure? What are examples of each? Why is it important to have them? Class Activity – General Discussion Students to answer the questions in the slide.

Systems Definition of systems
A system is an arrangement or combination of interrelated and interdependent things or parts that form a whole Class Activity – General Discussion What systems are there in the workplace?

Systems Types of systems Kitchen systems Housekeeping systems
Office administration systems Catering systems Class Activity – Description of systems Trainer to describe different types of systems in the hospitality and tourism industry.

Systems Systems theory
The workplace has parts that interrelate, are dependent on each other and also relate to the outside environment. These parts are: Inputs: people, equipment, capital, materials, technology, information Processes: value-adding activities, workflow, layout operations, sub-systems, work methods and procedures Outputs: finished goods, final services, information, results Class Activity – Groups to identify parts of common systems Based in the systems identified in the previous slide, the trainer is to develop the class into groups. Each group will be given a system in which they will base this activity on. Each group needs to provide examples of inputs, processes and outputs for their selected system Groups to make presentation to the class

Procedures Definition of procedures
A procedure refers to a series of ordered steps that are used to get a job done or to solve a problem Organising this involves determining the logical sequence of tasks Class Activity – Identification of procedures Trainer to identify common procedures in the workplace.

Procedures Types of procedures Customer service procedures
Bar or restaurant procedures Reservations procedures Cleaning and maintenance procedures Quality assurance procedures Security procedures Stock control systems and procedures Occupational health, safety and welfare procedures Class Activity – Review procedures Trainer to collect and distribute examples of procedures. Trainer may get audience to develop their own procedures based on common activities performed in industry.

Procedures Considerations when designing procedures
Things to take into account when organising procedures include: Identification of tasks How long each individual task should take The most logical order of tasks to avoid duplication and gaps in service Occupational health and safety requirements Class Activity – Discuss points Trainer to discuss the relevance of these points when developing procedures. Trainers should provide personal examples, where relevant.

Procedures Reasons for procedures
Procedures are used for a number of reasons. They can: Help with quality control Assist in problem solving Ensure consistency of product or service Ensure legislative requirements Be used as a way to quickly train staff Lower response and delivery times Class Activity – Discuss points Trainer to discuss the reasons, providing personal examples and references where applicable.

Procedures Using flowcharts to determine procedures
A useful tool for working out procedures is a flowchart A flowchart is particularly useful if the work process involves some decision points, as the flowchart shows the appropriate path to take at each point Class Activity – Review and prepare flowcharts Refer to Page 12 of the manual for examples. Audience to prepare their own flowcharts for common hospitality activities

Procedures Purpose of an SOP To ensure that: All tasks are performed
They are performed in a logical order Class Activity – Review and prepare SOP’s Trainer to hand out copies of SOP’s Refer to Page 13 of the manual for examples. Audience to prepare their own SOP’s for common hospitality activities

Understand customer service cycle
Understanding the ‘service cycle’ enables an organisation to see where changes can be made at each stage to provide a greater offering, whether through improvements in: Products Services Operations Class Activity – Questions on customer service cycle Why is this important? How can it be done?

What are common service cycles of your customer? Which areas can be improved? What improvements would you make? Class Activity – Questions on customer service cycle Discuss questions in the slide

A possible example for a customer of a bar might be: Customer arrives in bar Customer looks at menu board and selects what they want Customer places order and makes payment Staff produces beverage Customer collects beverage or staff serve beverage Customer drinks beverage Customer departs Class Activity – Provide examples of customer service cycle Trainer to explain one examples of a customer service cycle. Audience to prepare examples of a customer service cycle, identifying key activities, systems and procedures required at each step.

Moment of truth What is a moment of truth?
How does it differ from the customer service cycle? Class Activity – Questions Discuss questions in the slide

Moment of truth A moment of truth is when the customer comes in contact with a staff member: Face to face Over the phone In written correspondence Class Activity – Identify moments of truth Based on any of the previous customer service cycles or SOP’s identify: ‘moments of truth’ How they occur How they can be improved

Customer needs, wishes and expectations
Who are your customers? What are the needs of your customers? How do you identify their needs? Class Activity – Questions Discuss questions in the slide What needs, wishes and expectations would you have as a customer?

Customer needs Generic needs Value for money
‘Offering’ reflecting what was advertised Expectations met / exceeded To feel respected To feel welcomed To be served by friendly staff Class Activity – Discussion of needs Discuss points in the slide Provide practical examples how each of these needs can be met through ‘products’ and ‘services’

Customer needs Generic needs
To be dealt with in a prompt and courteous manner To receive assistance when necessary To be in comfortable, clean surroundings To feel remembered and recognised To be heard and understood Class Activity – Discussion of needs Discuss points in the slide Provide practical examples how each of these needs can be met through ‘products’ and ‘services’

Customer needs Specific needs
What are the specific needs of your markets? Business Women Family Leisure Elderly Others Class Activity – Discussion of needs Discuss points in the slide Provide practical examples how each of these needs can be met through ‘products’ and ‘services’

Expectations Expectations come from:
The company’s image or reputation in the market Past visits Advertisements and promotional messages Competing hotels Industry standards Comments from family, friends and colleagues Price charged for the offering Class Activity – Questions How do expectations influence a hospitality or tourism experience? Provide examples of how you have had expectations in the past and how these were met/not met?

Seeking improvements Importance of handling problems promptly
Managers need to identify quality problems and issues quickly and take appropriate action swiftly. What are common types of operational problems? How can you identify them? How can you resolve them? Why is it important to resolve them in a timely manner? Class Activity – Questions Discuss questions in the slide

Seeking improvements Identifying requirements and problems
A manager’s role is one of constantly trying to identify whether something can be done better, faster or at less cost Or, if there is a problem, how this can be properly identified and solved. If you are reviewing workplace systems or procedures Class Activity – Questions How can you identify problems? How can you try to seek and implement continuous improvement?

Seeking improvements Focus Managers should be on the lookout to:
Cut out unnecessary steps Avoid duplication of effort Reduce the time that some tasks take Avoid workplace accidents through bad practices Come up with a more effective work layout Reduce costs through use of too many materials Solve problems that reduce effectiveness and efficiency Class Activity – Discussion Discuss the importance of these points.

Seeking improvements Steps in establishing system and procedural requirements Clarify the purpose of the work Understand the environment Create an environment of continuous improvement Consult your customers Class Activity – Discussion about practical steps in seeking improvements Trainer to provide examples of activities and considerations for each of these points Audience to develop a plan, including dot points, of activities they would undertake when seeking improvements if they were a manager

Develop or revise systems and procedures
Role of change As business changes, developments or revisions to the existing model of operation often result. This is especially true when it comes to the need to develop or revise: Products and services Systems and procedures to support these products and services Class Activity – Discussion Why does change take place? Why is it important to recognise the need for change? Trainer to provide examples of where businesses have changed including why the need for change, what was changed, the impact on the business.

Change management What is change? Why is it important?
What influences change? Change is inevitable Class Activity – Questions Discuss questions in the slide

Need for change Common problems with systems
Organisational structures that impede or slow down progress The culture of the organisation Poor workflow between areas Double handling of goods More checking than is justified No or limited checking at critical points Poor employee scheduling or rostering Problems in relation to staff training Class Activity – Discuss points Trainer to provide examples of points in the slide Audience to identify causes and possible remedies for these problems.

Need for change Common problems with procedures Unnecessary steps
Steps missing Lack of training of staff Lack of clarity about how much discretion a staff member has within the procedure A procedure that is out-of-date Class Activity – Discuss points Trainer to provide examples of points in the slide Audience to identify causes and possible remedies for these problems.

Need for change Taking action about problems
Determine urgency of action Need for long term solution Involvement in decision making Identify desired achievements Class Activity – Discuss points Trainer to list the range of possible actions to remedy problems. Refer to audience comments in activity relating to previous slides.

Involve stakeholders Importance of involving stakeholders
Managers can rely and utilise ideas and support from a wide selection of relevant stakeholders to creatively think of: Enterprising ideas to improve organisational performance Suggestions to systems and procedures to practically implement these ideas Class Activity – Questions Why is it important to involve stakeholders? What types of stakeholders are there? How can they provide value? How can you involve them?

Involve stakeholders Types of stakeholders
Consultative processes may involve: Other employees and supervisors Customers and suppliers Management and union representatives Industrial relations and occupational health, safety and welfare specialists Other professional or technical staff, contractors and maintenance personnel Class Activity – Discussion about stakeholders Discuss the importance and benefits of involving each of these stakeholders.

Continuous improvement
What is it? Why is it important? Who is responsible for implementing it? Class Activity – Questions Discuss questions in the slide

Generate ideas from stakeholders
Generating ideas How would you generate ideas? Why is it important to involve stakeholders in the process? Class Activity – Questions Discuss questions in the slide

Generate ideas from stakeholders
Common techniques to generate ideas Talking to colleagues and supervisors Looking at what happens in other venues Contacting industry peak bodies Reading industry literature Conduct internet research Using creative thinking techniques Gathering information from different work areas Class Activity – Questions What activities would be undertaken for each of these points? What information would be sought using each of these methods?

Review ideas Review ideas for relevance and practicality
When you have captured ideas and information relating to them your next step is to review and evaluate these ideas. Why is this important? What are you trying to determine during this process? Class Activity – Questions Discuss questions in the slide

Review ideas Practicality considerations
Impact on other existing house protocols, policies and procedures Impact on layout Staff ability Expected revenue Cost Impact on service delivery Class Activity –Discussion Discuss the importance of each of these points when reviewing and determining possible actions

Preparing to implement change
Preparing plan for implementation of change. A plan focused on change is very much like any other plan in that it is a document that will contain: Nominated areas, systems or procedures for change Details of intended actions to be taken Development of SOP’s Allocation of responsibilities for action to nominated persons Determination of accountability for actions taken Details of the budget and resources allocated Key Performance Indicators (KPIs) Class Activity –Discussion Discuss the importance of each of these points when implementing strategies and actions for change.

Considerations when developing or revising systems and procedures
Understand organisational strategies and plans Mission statement Corporate goals Operational plans Business Plans Class Activity –Review of documents Trainer to show examples of these documents. Where documents do not exist, trainer to ask audience to dot point possible strategies, goals or inclusions in documents based on popular hospitality and tourism establishments. Discuss the importance of each of these points when implementing strategies and actions for change

Understand organisational requirements Business and performance plans Policies Procedures Practices Confidentiality and security requirements Legal and organisational requirements Occupational Health and Safety (OHS) Quality and Continuous Improvement (CI) Class Activity –Review of documents Trainer to show examples of these documents. Where documents do not exist, trainer to ask audience to dot point possible strategies, goals or inclusions in documents based on popular hospitality and tourism establishments. Discuss the importance of each of these points when implementing strategies and actions for change

Understand Key Performance Indicators A common and extremely effective way to ensure that you achieve the results required in any plan is to use Key Performance Indicators (KPIs) Key Performance Indicators are measures for monitoring or evaluating the efficiency or effectiveness of a system, and which may be used to demonstrate accountability and to identify areas for improvements Class Activity –Review of KPI’s Trainer to show examples of these documents. Where KPI’s do not exist, trainer to ask audience to dot point possible KPI’s for different outlets in an organisation.

Understand organisational capabilities and resources Human resources Financial resources Equipment capacity Staff skill levels Hours of operation Communication capabilities Class Activity –Identify considerations Audience to think of considerations and impacts for each of these resources.

Understand staffing needs Knowledge Skills Training Equipment Time Appropriate allocation of work Support Fairness Class Activity –Identify staff needs Audience to identify examples of how to meet these staff needs, especially if new systems and procedures where to be introduced. Slide 49

Identify legal and ethical requirements
Understand legal and ethical requirements What are legal requirements? What are ethical requirements? How can you identify them? Why is it important to consider them? How can you ensure these requirements are met? Class Activity – Questions Discuss questions in the slide

Identify legal and ethical requirements
Legal vs ethical issues What is the difference between: Legal requirements Ethical requirements Whilst ethical issues, may or may not be enforced by laws or regulations, there is a certain 'code' in which all businesses should operate under. Class Activity – Examples of legal and ethical requirements Provide examples of both legal and ethical requirements

Legal requirements The importance of complying with legal requirements cannot be strongly emphasised. Failure to meet legally imposed obligations can result in fines (to you and the business) as well as a whole range of penalties including closure of the business. Class Activity – General Discussion What legal requirements do you need to abide by? Where can you find out about legal requirements?

Legal requirements General workplace rights and responsibilities
What are some of the following: Employer responsibilities Employee responsibilities Employee rights Class Activity – Show or identify responsibilities and rights Trainer to show or audience to identify legal responsibilities and rights, relating to both: Employers Employees

Legal requirements Types of legal requirements Laws
Consumer protection issues Duty of care Equal employment opportunity Workplace relations Privacy Class Activity – Discuss legal considerations Trainer to discuss legal considerations for each of these points. Provide documentation as evidence of legal or regulatory compliance requirements.

Legal requirements Industrial and workplace relations
Recruitment and Retention Termination of staff Workplace health and safety Workplace agreements Harassment and Discrimination Conflict in the workplace Class Activity – Discuss legal considerations Trainer to discuss legal considerations for each of these points. Provide documentation as evidence of legal or regulatory compliance requirements.

Ethical requirements Types of ethical requirements Confidentiality
Commission levels Overbooking Pricing Familiarisations Class Activity – Discuss ethical considerations Trainer to discuss ethical considerations for each of these points.

Environmental issues The role of tourism has always been to promote tourists to visit attractions, many of which are natural. It is also important that any impact of conducting tourism activities in an area, leave the smallest environmental footprint. Class Activity – Questions What environmental issues exist in your local community that affects the tourism industry? What caused the issue? What can be done to resolve the issue?

Environmental issues ‘Sustainable tourism’ is based on the principles of sustainable development. It is based on ‘minimising adverse impacts on local communities, heritage, landscapes, water resources, habitats and species while supporting social and economic development. Class Activity – Questions What is the purpose of sustainable tourism? What examples do you know of?

Environmental issues Sustainable tourism issues:
Sustainable development Protection or natural and man-made resources from inappropriate and insensitive development, poor planning and lack of zone management Maintaining the cultural, social aspects and historical character of the community Managing the implications of climate change Ensuring sustainable, co-ordinated management and development of resources Class Activity – Discuss sustainability issues Discuss the points providing examples.

Managing threats to biodiversity and natural resources Managing the increased generation of waste Dealing with growing energy consumption and rising greenhouse gas emissions Decreasing the environmental impact of tourism travel Minimising the environmental impact of tourism related development Class Activity – Discuss sustainability issues Discuss the points providing examples. .

Improving energy efficiency, waste management and water conservation and Dealing with traffic congestion and damage to roads and other infrastructure Resources conservation Recycling Class Activity – Discuss sustainability issues Discuss the points providing examples.

Element 2: Establish systems and procedures
Introduce topic. Class Activity – General Discussion Ask general questions: What activities are associated with implementing systems and procedures?

Establish systems and procedures
Performance Criteria for this Element are: Provide advance notice of new systems and procedures to colleagues Introduce systems and procedures to the workplace in a manner that causes minimum disruption to customers and colleagues Provide training and support to colleagues as required Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Providing notice of new systems and procedures
Provide advance notice of new systems and procedures to colleagues Once all aspects of change have been decided and detailed, it is now time to communicate these changes to managers, supervisors and staff. The type of communication used must ensure that all the necessary people who will be impacted by the change know about it and understand its consequences. Class Activity – Questions How can a manager provide notice? What information needs to be communicated? How can information be communicated?

Importance of communication Communication is extremely important. It is worthwhile establishing processes and systems unless staff are: Aware of them Understand why they exist Understand their role in the process Class Activity – Questions Why is communication important?

Types of communication Formal meetings or briefings Intranet Newsletters and internal bulletins Memos Other communication devices Class Activity – Discussion Discuss the role of each of these communication methods? What are the benefits or purposes for each of these points?

Communicating continuous improvement processes In on-the-job and in-house training During induction and orientation of new staff At relevant meetings In the staff operating manual Talking to staff in a one-on-one or group settings Erecting posters in the workplace Class Activity – Discussion Discuss the role of each of these communication methods? What are the benefits or purposes for each of these points?

Topics for communication Impact of change Reason for change Changes to be made When do changes commence Identification and scheduling of change activities How will change affect staff member’s job security, job roles, responsibilities and tasks Possible disruptions Possible training requirements Class Activity – Discussion Why is it important to discuss impact of change?

Topics for communication Benefits of change to: Individual staff members Team Organisation Customers Stakeholders Community What are the benefits to each? Class Activity – Discussion Why is it important to discuss benefits of change?

Implement new systems and procedures
Considerations of implementing new systems and procedures What are considerations when implementing new systems and procedures? Class Activity – Questions Discuss question in the slide

As change takes place, things often do not go exactly to plan for a variety of reasons, both caused by factors internal and external to the department or organisation. What are common reasons why things do not go as planned? How can you minimise these? What affect do these have? Class Activity – Questions Discuss question in the slide

Implementation steps Involve colleagues in change process Consider predictable consequences of introducing new systems and procedures Provide reason for change Trial new systems or changes Provide information Choose a suitable time Provide an incentive or compensation to customers Build in a review Class Activity – Discuss implementation steps Trainer to provide examples of implementation steps identified in the slide. Audience to discuss based on personal and professional experiences

Provide training and support
If we want to improve service, we must improve staff. Why is it important for staff to be able to learn and develop? How is this done in the workplace? How can you identify learning and development opportunities? What learning and development initiatives can you implement? Class Activity – Questions Discuss question in the slide

Identifying learning and development opportunities
New employees joining the business A request from a staff member Personal observation of staff practice Customer complaint Workplace errors Changes in workplace equipment Changes in procedures Changes in legal requirements Training Needs Analysis Form Class Activity – Questions How can you identify opportunities under each of these points? Which is the most common method of identify opportunities and why?

Learning and development initiatives
Coaching Training programs Research Activities Visitations Discussions Project Work Mentoring Counselling Class Activity – Research activity Audience to research examples of different training and development programs in the local area

Regardless of the initiative used, it is important to prepare a ‘Learning and Development Action Plan’ What is included in this plan? Who is this plan for? Who should prepare this plan? When should it be prepared? Class Activity – Questions Discuss question in the slide

Guidance and support Provision of top-up training Provision of demonstrations Advice on training and development opportunities Support with difficult interpersonal/ personal situations Class Activity – Questions What is the role of guidance and support? When is it best used as opposed to traditional learning initiatives?

Guidance and support Provision of opportunities to discuss work challenges Confirmation of organisational objectives and key performance objectives Ensuring adequate resources Representation of staff interests in other forums Class Activity – Questions What is the role of guidance and support? When is it best used as opposed to traditional learning initiatives?

Counselling Workplace counselling is concerned with discussions and analysis of personal and work problems that affect an employee’s work performance in an attempt to find a solution. How is this provided in the workplace? Who provides it? How can you handle personal problems? Class Activity – Discussion Discuss points in the slide

Element 3: Review systems and procedures
Introduce topic. Class Activity – General Discussion Ask general questions: Why is it important to review systems and procedures? When should it be done? Who should do it? How can it be done?

Review systems and procedures
Performance Criteria for this Element are: Provide advance notice of new systems and procedures to colleagues Introduce systems and procedures to the workplace in a manner that causes minimum disruption to customers and colleagues Provide training and support to colleagues as required Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Monitoring systems and procedures
Importance of monitoring Monitoring performance systems and processes of the venue is one way of allowing you to determine the extent to which plans and targets are being achieved Monitoring and controlling the efficiency and effectiveness of work methods, systems and procedures to achieve goals is very much part of operational management in all parts of an organisation, from production through to sales and finance Class Activity – Discussion Discuss the importance of monitoring

Monitoring is a process of determining how well our plans are being implemented You cannot monitor something if you don’t have a plan or basic structure of how something should be done or a defined goal Work operations refer to the work itself and includes: Systems and procedures Staff performance Levels of service in the workplace Class Activity – Questions What would you like to monitor if you were a manager? How could you do this?

These operations can include: Service delivery Customer satisfaction Products supplied and the nature of them Dealing with paperwork Financial performance Class Activity – Discuss points. Service delivery – ensuring staff provide the level of service established/determined as appropriate for the establishment or department Customer satisfaction – generating feedback from customers about how they perceive the service being provided Products supplied and the nature of them – this can be the physical aspects and facilities of the rooms, drinks, food and entertainment we supply Dealing with paperwork – some staff may have as their main role the generation and administration of documentation: this has immediate impact on customers and internal calculation of statistics

Efficiency and effectiveness Efficiency – achieving a set goal on time and within given resources Effectiveness – your service or product meets quality standards and customer needs, and the job is done well Class Activity – Discussion Discuss the difference. How are each important?

Areas to monitor Any aspect of work operations can be monitored with a view to improvement including: The procedures or systems The workflow Gaps or overlaps in service provision The workload of staff The time it takes to do a task or job Job design Level of customer satisfaction Class Activity – Questions What would you like to know when monitoring these areas? How can they be monitored? Who will do the monitoring?

Steps in monitoring work operations
Work out what needs to be monitored Generally, things to be monitored include: Areas showing early warning signs things are not going according to plan Areas of critical activity to the organisation including: high revenue raising streams areas subject to intense legal scrutiny Areas due for scheduled review Class Activity – Questions What are the primary areas in an organisation needing to be reviewed as a priority? Why are they a priority?

Decide on methods or measures to use This is where you decide how to measure your progress including: Observation Statistical and written reports Surveys Checklists Flowcharts Benchmarking Class Activity – Questions What information do each of these tools provide?

Compare what is happening with what should be happening Here you review and analyse what’s actually happening: Refer back to your original goals Compare your progress against these targets Identify difference and causes. Maybe original target is unrealistic and needs to be changed Class Activity – Questions Where can you get access to original goals? How do you compare them? Why would original target become unrealistic?

Take appropriate action This involves making the necessary adjustments to improve the level of service, productivity or customer satisfaction Depending on what is being monitored, involving staff in all or some stages of the monitoring process is likely to achieve better results Class Activity – Questions What are some examples of when operations have changed to improve the offering for customers?

Seek suggestions for improvement
Importance of continuous improvement Frontline managers have an active role in continuously improving systems and procedures to achieve the organisation’s objectives Class Activity – Discussion How can you seek suggestions from staff? Why is continuous improvement important?

Seek suggestions for improvement
Importance of continuous improvement Reducing or eliminating waste Shortening response times Simplifying work processes Enhancing customer service Improving product and service quality Removing unnecessary procedures Introducing new activities Class Activity – Discussion Discuss the importance of each of these points.

Continuous Improvement
Develop continuous improvement focus How can you get staff focuses and involved in continuous improvement? Class Activity – Discussion Discuss the question in the slide.

General workplace expectations In practice, staff are expected not just to do the work allocated but also to keep alert for opportunities to ‘do it better’ including” Saving money Making things safer Doing it quicker Saving resources Improving service levels and standards Enhancing the reputation of the venue Class Activity – Discussion How can staff be made aware of these expectations? How can these expectations be monitored and measured?

Encouraging staff to be involved in the continuous improvement process Making ‘improvement/continuous improvement (CI)’ a standing topic in every staff meeting Raising the question of improvements regularly at staff briefings Developing a CI team within your department Placing posters around the workplace to encourage staff to ‘Think Smarter’ or similar Class Activity – Discussion Discuss possible initiatives that can be used, besides those mentioned in this slide, to encourage staff to seek improvement ideas What rewards can be given for great ideas?

Encouraging staff to be involved in the continuous improvement process Providing a ‘Suggestion Box’ Having an open door policy Implementing an ‘Improvement Award’ What else can you do? Class Activity – Discussion Discuss the question in the slide.

Adjust procedures and systems
Why is it important to adjust procedures and systems? Provide examples of where changes have taken place? How can you monitor the changes to ensure they have been effective? Class Activity – Discussion Discuss the questions in the slide.

Considerations Critical areas of activity that must be adjusted immediately if there is a problem The system or procedure as a whole and its purpose Any cost implications of proposed changes Any legislative requirements that cannot be tampered with The effect on other areas of any adjustments you make to your own area Class Activity – Discussion Discuss the considerations and what activities can be undertaken.

Operational considerations when adjusting procedures and systems Products and services provided Management positions Job titles, descriptions and responsibilities Staffing structures SOP’s Policies Systems and procedures themselves Class Activity – Discussion Discuss the considerations and what activities can be undertaken.

Operational considerations when adjusting procedures and systems Corporate image Pricing structures Equipment Layout of work area Productivity standards Training requirements Class Activity – Discussion Discuss the considerations and what activities can be undertaken.

Operational considerations when adjusting procedures and systems Uniform requirements Response times Service guarantees Class Activity – Discussion Discuss the considerations and what activities can be undertaken.

Staffing considerations when adjusting procedures and systems Providing education and training service Involving staff in planning and implementing quality improvement Building a spirit of working together towards goals Improved communication channels Promoting open communication and feedback Encouraging and recognising innovation and teamwork Recognising the right of every employee Class Activity – Questions What are changes or initiatives involve staff in ensuring customer service is improved?

Customer considerations when adjusting procedures and systems Making the customer a ‘member’ of the organisation as opposed to a ‘customer’ Rewarding faithful customers Communicating with customers in a way that promotes goodwill, trust and satisfaction Identifying customer’s un-stated needs Ensuring customers’ needs and reasonable requests are met Providing friendly and courtesy assistance without having to be asked Class Activity – Questions What are changes or initiatives involve staff in ensuring customer service is improved? What types of rewards can you give customers?

PLAN AND ESTABLISH SYSTEMS AND PROCEDURES

Similar presentations

Presentation on theme: "PLAN AND ESTABLISH SYSTEMS AND PROCEDURES"— Presentation transcript:

Similar presentations

About project

Feedback

Log in

Auth with social network:

PLAN AND ESTABLISH SYSTEMS AND PROCEDURES

Similar presentations

Presentation on theme: "PLAN AND ESTABLISH SYSTEMS AND PROCEDURES"— Presentation transcript:

Similar presentations

About project

Feedback