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Complete the assigned readings and conduct your own research to continue the construction, analysis and evaluation of the business process change documentation for your nominated organisation.
A. Identify one specific activity to be performed within the process change.
B. Describe the activity (task) being evaluated.
C. Where would this activity (task) be performed within the organisation?
D. Who would perform the activity (task), and who would manage, measure and evaluate the activity (task) completion? Make sure you arrange this information under separate headings. Do not place the information in a large block narrative.
E. Describe the differences between measuring human performance and metrics for task completion.
F. Explore either Six Sigma, ISO 9000/9001 or the Balanced Scorecard as a method used to evaluate, measure, and encourage continuous improvement. From this exploration create a fishbone diagram that addresses one risk, a potential defect or a problem that may result from the change, which may have a negative impact on achieving the desired improvement.
G. Describe the perceived value of your fishbone diagram as a visual representation of the improvement process
For this section your goal will be to evaluate and discuss metrics for measuring performance and task completion in the change process.
A. Describe at least three (3) key performance indicators (KPIs) for the selected process change that must be continuously measured to ensure success. Ensure you separate out each KPI (don't put your answers into a single block paragraph).
B. Metrics are performance markers, used at different intervals during the process timeline, to measure adherence to schedules and attainment of goals. Conduct research (using the Kaplan Library or the internet) to compare and contrast Six Sigma, the Balanced Scorecard and ISO 9000/9001 as different methods for preparing performance and completion metrics.
C. Recommend one of the three methods evaluated (Six Sigma, the Balanced Scorecard and ISO 9000) for your change process. Give reasons for your recommendation.
This is the last section of the process change document. You are required to:
A. Produce an outline or a flowchart describing the entire change management plan.
B. Provide a concise summary of the entire change management plan.
word limit: 750-1000
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Summary for Change Management Plan:
As a process change, it has been identified that TELSTRA must consider embedding new culture in the organization. The key process change identified is the implementation of change with value service culture that will helps in enhancing satisfaction of customers by their services. One activity to be performed in this process change of embedding new culture in the organization is communication.
Culture cannot be expected to unfold automatically in the absence of major effort from the employees and the team of management (Kennerley 2000). A number of different sources of media can be used for spreading the message across and the communication has to take place whenever needed and whenever the chance is obtained. In this particular process, change of culture is being initiated for embedding innovation across the company.