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Continuous Improvement And Innovation Implementation Review

Continuous Improvement And Innovation Implementation Review

Continuous Improvement And Innovation Implementation Review


· Access to textbooks/other learning materials

· Computer with Microsoft Office and internet access




Your assessor will advise you of the due date of these submissions.




· Email with implementation review report attached



Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.



Re-submission opportunities

You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.


If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.


You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly, or have other appropriate grounds for an appeal.


You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.




Carefully read the following:



As part of the continuous improvement and innovation review and implementation, Woodhouse Recruitment implemented a formal survey to assess each candidate’s satisfaction with the company’s services. The survey included 15 questions and is focused on the company’s services and desire to improve these. Of the 100 surveys that were sent out by post, only 12 were returned.

Customer survey findings are as follows:


Overall satisfaction with Woodhouse Recruitment:

7 totally satisfied

2 somewhat satisfied

0 dissatisfied

1 totally dissatisfied


No comments provided


Ease of doing business with Woodhouse Recruitment:

5 totally satisfied

4 somewhat satisfied

2 dissatisfied

1 totally dissatisfied


Comments from candidates:

· Got the job I wanted, thanks so much

· Consultants friendly

· Hard to contact consultants

· Didn’t keep us up to date with progress of applications


Customers who said they would recommend Woodhouse Recruitment to others:

5 very much so

4 most likely

2 no, I would not recommend

1 definitely not recommend


Comments from candidates:

· Would definitely recommend

· I would not recommend as I was not happy about the lack of information throughout the process

· I wouldn’t recommend. I kept being sent for jobs that just weren’t right for me.




Complete the following activities:


1. Prepare an implementation review report

Review the case study information, and write a short (about one page) report that includes the following:


a. Read the article below and develop an analysis based on your review of this article as to why the survey sent out by Woodhouse Recruitment might have not been effective.





b. Discuss the successes from this type of continuous improvement initiative. Discuss what could Woodhouse Recruitment take from this experience into future efforts to improve performance.






c. Review and analyse the results of the 12 surveys received outlining the results of the customer survey, as well as potential reasons for the low return.

Present the results of the survey in bar charts that include the percentages and provide an analysis of the overall customer satisfaction, ease of doing business and customer loyalty.


You should also comment on the validity of the findings given the low return.






d. Make recommendations for future customer surveys, including the frequency



2. Send an email to your manager (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachment.


Attach your implementation review report to the email.

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