Continuous improvement tools

The Challenge at E-Officeworx:

Officeworks is Australia’s leading retailer and supplier of office products and solutions for
home, business and educational needs. With more than 150 stores nationwide, the greatest
challenge for the company’s service-oriented culture was to create a single, well-defined
‘One Officeworx’ approach mirroring its organisational philosophy of “support for life”.
Aligning talent management practices and employee performance to the company’s overall
strategy required a renewed focus on several elements, including:
 Improving the quality and performance of internal talent.
 Aligning people performance with the company’s guiding principles.
 Driving a culture to support organisational goals.
 Continuing to support a culture of proactive, engaged people who are passionate
about working for Officeworx.
Continuous improvement tools:
Having the right continuous improvement tools is essential to the long-term success of any
strategy. These tools can be anything that helps ensure the quality improvement process can
move forward successfully. Some simple examples of this include
Cause and effect diagram for low customer’s satisfaction:
A cause and effect diagram examine why something happened or might happen by
organizing potential causes into smaller categories. It can also be useful for showing
relationships between contributing factors. It is often referred to as a fishbone diagram or
Ishikawa diagram.
 As a continuous improvement tool E-Officeworx use the fish bone tool of continuous
improvement. To eliminate the customers’ dissatisfaction problem a clear road map is
provided to customers’ sales officers so that they understand their roles in continuous
improvement process.
Feedback Form:
Feedback is an important part of professional development. Sharing feedback with y team,
having them give each other feedback, or getting feedback from the team are all good
opportunities for team members to continuously improve and for you to grow in your team
leader role.

Recommendations:
 Managers should show greater transparency of the performance process, ensuring
employees that they are measured the same as anyone else in their role.
 E-Officeworx should enable all individuals to understand how they contribute to
organisational success.
 Provide better support for internal development opportunities and increasing
employees’ skills and capabilities.
Feedback survey form