Contents

• This paper answers the following questions -
• Question 1 - Describe some strategies you have used to encourage team members to -
• a) participate in making decisions
• b) assume responsibility
• c) show initiative
• Give an example for each of these and explain how successful they were.
• Question 2 - List the skills a manager should have in order to lead a team that can adapt to continuous improvement initiatives, work independently and actively contribute to team decisions. For each skill, explain why it is important and how it can be developed.
• Question 3 - Describe the role of quality systems and continuous improvement models in the continuous improvement process. Provide examples of quality systems used in your organisation and explain how they are used.
• Question - 4 - a) Explain why it is important for organisations to meet sustainability requirements when making improvements.
• b) Give examples of where sustainability practices can be implemented in the workplace.
• Question 5 - a) Explain the role of a knowledge management system.
• b) A recent staff meeting to discuss the formation of a green office program elicited a number of suggestions and insights into sustainability practices. Explain how these can be captured in the organisation's various knowledge management systems.
• Question 6 - Imagine that your organisation has decided to improve its customer service by introducing a feedback sheet on its website, holding focus groups with customers and providing customer service training for its staff.
• a) List the actions you would take to encourage team members to discuss the issues and come up with other ideas to improve customer service.
• b) How would you let team members onow about the planned improvements?
• c) Who else will need to know about the planned improvements?
• d) Prepare a brief coaching plan for team embers to improve their customer service skills. Make sure you cater for members' preferred learning styles.

Description

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