32435.9if ., . I'*'IYTED11$J|88%I Task 1 - Project This part ofthe assessment is based on the organisation for which you currently work or one of your previous organisations or any other organisation which you have constant contact with. You have been appointed as Change consultant of your chosen organisation and have been advised to present a report to the Board members on the management of continuous improvement processes within the Organisation. In your report. you are required to include the detailed information on: I Give brief description of the organisation that you have chosen. 0 Continuous improvement methods to be used to identify the areas which requires improvements or changes 0 Recommended work processestserviceslactivities needing improvements or changes - Action plan to Implement continuous improvement processes within workplace, including workplace coaching and mentoring programs I Required communication methods and strategies to support the continuous improvement system and implementation of improvements with in the work teams I Various techniques and strategies to be used to monitor and review workplace performance 0 Documentation and record keeping of work performance and all continuous improvement records for Providing opportunities for further improvement Task 2 - Descriptive questions Question 1 Continuous improvement tools ensure that there is a proper control of the processes involved in producing a quality product or providing a quality service. These tools also play an important role in the process of system improvement. Briey describe the role played by these tools in the PDCA cycle using examples of how individual tools can t into the process. Question 2 Define change management and explain how change management techniques can support continuous improvement and initiatives Question 3 a. Give an example from your professional experience where you have identified and implemented an improvement in the work processes/activities. b. Explain how you would communicate the savings and productivity/service improvements achievements to the relevant personnel within or outside the organisation Question 4 a. Give at least 4 examples of continuous improvement processes or methods. b. Why is it important to organise an effective mentoring and coaching sessions for staff members to implement the organisation's continuous improvement processes Question 5 a. Customer service in the healthcare industry is an idea whose time has come~and it deserves serious attention. In fact, the focus on the customerfpatient should be the most important thing in healthcareiand it can be a real differentiator for hospitals. But for many hospitals, patient experience is about making and keeping patients happy, which misses the point completely because patient experience is also about a hospital's philosophy about the detivery of care. Yet too many doctors spend hours improving their medical knowledge. without thinking about improving their approach to patient care. Think and explain at least 2 improved customer service practices that you recommend to be implemented within any health care organisation. b. It is important to manage records, reports and recommendations for improvement within the organisation's systems and processes. Describe how the records, reports or recommendations for improvements are managed within your workplace