Macdonalds Vision and Objectives, Working Conditions and Procedures - Case Study Example

Student Name Student ID No. Trainer’s Name Trainer’s Contact @ducere.co Unit Code and Name BSBINN502A Build and sustain an innovative work environment Year Undertaken 2014 Assessment Conditions Special Requirements DECLARATION 1. I am aware that penalties exist for cheating, plagiarism (copying) and unauthorised collusion with other students, or external consultants. 2. I am aware of the requirements covering style and layout standards as designated by my teacher/tutor. 3. For assessments other than those conducted in-class, I have retained a copy. I understand that uncollected assessments will be destroyed. 4. Due to the nature of online programs, some students may complete units earlier than advertised. 5. This assessment was prepared using the Unit of Competency from www.training.gov.au with particular attention to; Required Skills, Required Knowledge, Evidence Guide/Critical Aspects. 6. By typing my name in the student signature line, I accept personal responsibility for the declaration. Student’s Name: Date: Click here to type name. Click to enter date. Trainer’s Feedback: _______________________________________ _______________________________________ _______________________________________ _______________________________________ Assessment Outcome Competent / Not Yet Competent ASSESSMENT 2 UNIT BSBINN502A Build and sustain an innovative work environment MODULE 2&3 Establish work practices that support innovation and Promote innovation YOUR NAME Assessment Description This assessment applies to: Element 2 – Establish work practices that support innovation; and Element 3 – Promote innovation. For this assessment you need to choose an appropriate organisation where you have access to organisational information, can observe working conditions and procedures and can work with at least one team on innovation initiatives. If you are not currently employed or do not have access to an appropriate workplace to base this assessment on you will need to research an organisation in agreement with your teacher. 1 Review the organisation’s; vision and objectives, working conditions and procedures, and collaborative/team work arrangements. Prepare an innovation implementation plan for the organisation, or for a project team within the organisation. Your plan should include the following: How innovation fits with the organisation’s vision and objectives. Working conditions and procedures that encourage innovation. Mechanisms for evaluating innovative ideas. Strategies for celebrating, rewarding and promoting innovation. TWO PAGES MacDonald’s; Vision and Objectives, Working Conditions and Procedures, and Collaborative/team Work Arrangements The vision of MacDonald is that of being a destination for highest customer experience in terms of promotion, price, place, products and people. There is an objective of continuous improvement of operations in the enhancement of the customer’s experience. In addition, the business seeks to grow profitably; operate ethically; strive to continuously improve; and engage in corporate social responsibility endeavours. There is commitment in the nurturing of talent, rewarding achievement, developing leaders and providing opportunities. (Tronvoll, Brown, Gremler & Edvardsson, 2011) A lot of value is attached to the team of well-trained individuals who are from various backgrounds and who have different experiences. This development of a harmonious environment is sought after due to its impact in fostering respect and driving high engagement levels. The value achieved is revealed in the attained success. The business is also focused on ethical operations. This is considered at an individual and an aggregate level. There is well segmented way of operations that allows for free interactions especially with the employees at various departments in order to ensure that there is efficiency in collaboration. A balanced project is considered to be the one which is able to integrate various departments in the team members in the project. This allows for a broader perspective in terms of the direction that is expected to be taken by the organisation as a whole. Moreover, the achievements of the vision and the objective is acknowledged to be a direct factor of the input of the various players in the company. This, therefore, is acknowledged to be a dependent framework where everybody must be involved in one way or another. How Invention Fits McDonalds Vision and Objectives The vision of McDonald is to be able to be globally set out in a way that yields exceptional customer experience. The commitment is in continuous improvement of operations (Tronvoll, Brown, Gremler & Edvardsson, 2011). This is only the case where there is there is stable innovation programs. The effort to improvement requires a developed service blueprint. The service blueprint that is considered in this case covers all the areas of services. These include areas such as professional services, retail, financial, telecommunication and healthcare. The service blueprint is an innovative structure of the company operations that integrates components such as: customer actions; physical evidence; support processes; backstage/invisible contact employee actions; and onstage/visible contact employee actions. Having a well organised service blueprint will thus help meet the primary vision and objective of the organisation. Working Conditions and procedures that Encourage Innovation There are various departments in McDonalds that specialises in different areas of operation towards the achievement of its goals. There is a clear articulation in the company in terms of services in an effort to meet the needs and the wants of different target customers. In addition, there are distinct reservation and registration system affecting the customer experience. The explicit way of operation in the company allows the service blueprint as an innovative strategy that is directed towards a sustainable flow of the service operations. McDonald has expressed sustainable levels of success in the marketplace as it integrates creativity and innovation in the creation of competitive advantage. This is a process which involves effective management of HRM. Mechanisms for Evaluating Innovative Ideas The success of the innovative ideas such as the development of the company’s service blueprint is mainly assessed by the consideration of parameters such as: service improvements; developed revenue-developing opportunities; enabled cost-savings; enhanced efficiencies; increased customer satisfaction and loyalty; quality improvement; and service improvements. In addition research grants, project completions, presentations, reports, publications and number of patents are used as measures. The adoption of the innovation at all levels or the major parts of the company reveal that there is success in the innovation. The successful adoption of the innovation from the management point of view is very vital as a measure of evaluating innovative ideas. It is from this that the innovative procedures will be allowed to operate successfully within an organisation. In the case of service innovation, understanding how the customers evaluate the service process, and how those judgements evolve, is critical. Strategies for celebrating, rewarding and promoting innovation Innovation, being one of the company’s goals, is celebrated as a great platform in the enhancement of the company’s success. The company has interdepartmental focus in new products development. This ensures that the new products that are developed have the capability of attracting huge profits. This meets the criteria of customer satisfaction and be cost-effective in the manufacturing. There is an effective appraisal and rewarding of the personnel that propagate innovation. Promotions, financial rewards, providing freedom for creativity and other recognitions are the practices to be included in the employee reward system. Various pay policies for non-performers and performers have been adopted by McDonald. The performers have non-monetary and monetary rewards in addition to the basic pay. These rewards are not position oriented but they are performance oriented. 2 Implement your innovation plan in the organisation, or project team. Prepare a report on the outcomes of your innovation initiatives. This report should include the following: Barriers and challenges to innovation. Examples of how collaboration was used to foster innovation. Examples of how opportunities for innovation were created. Examples of how innovation was encouraged, promoted and evaluated across the organisation. THREE PAGES Barriers and Challenges to Innovation The understanding of the process of innovation and relating the identification of the need to enhance efficiency by innovation is not unanimously accepted within the organisation. This is due to the rigorous process that accompanies the innovation procedures. After the identification of the need, there is a lot of in-depth research that is needed as a platform for innovation development. This involved formation of the follow-up team in the research department. The research entailed primary sources like questionnaires and interviews. In addition, secondary data majorly from the official websites of companies with best practices in the service innovation were engaged as a benchmark. A faulty research result to the crumbling of the whole innovative endeavour from an early stage (Polaine, Lavrans & Reason, 2013). The process of innovation also demands resources in various phases. The high risks that accompany the process of innovation are a big concern that makes some to shun from the process at an early stage. The necessary aspects of being tolerant to ambiguity and uncertainty in the process of innovation lack in a significant group of individuals. The failure to have the depth of innovation linked to the real aspects of the company being the goals and objectives may bring about complications. This is especially so when the direction of the innovation is viewed to be somehow different from the organisation culture. The ideas that are necessary in the establishment of innovation endeavours may differ with the developers. If a harmonious atmosphere is not created from the diverse views, successful partnership is not enhanced. Examples of how collaboration was used to foster innovation In the development of a service blueprint for the company, there are particular groups that are more engaged than others. However, the success of the whole project depended on the extensive engagement of the larger innovation group. This is especially so in the in the actual design and implementation. This involved assigning different groups and individuals as deemed fit for various tasks like those pertaining to rendering the sub-processes in finer details and development of sub-documents necessary at each level for the final development of a harmonious final document. The major coverage areas in the development of the service blueprint involved of divisions which include: physical evidence; support processes; backstage contact employee actions; visible contact employee actions; and customer actions. The major source of funding emanated from R&D department. In addition, the research rooms and facilities like the computers were provided. Various research consultancies were employed together with professional data analysts. Involving teams at an interdepartmental level was also vital in the development of the performance strategy. The diversification of an innovation team across departments enhanced relevance in all the areas of operations. The embracing of the innovation by the various teams ensures that there is a general adoption which enhances its success. People with various levels of expertise were engaged. Those that are involved in the company’s administration, for example, are able to identify the flow of activities. The engagement of the diverse groups enhanced the extensive coverage in the coming up with a system that can be relevant specific operations of the company. Examples of how opportunities for innovation were created Identification of the need in the existing flow of services necessitated the need for a development of a service blueprint that engages the correct flow of the activities. Areas such as new measurement and reward systems, training of staff to new service standards and renovations of existing facilities need to be aligned along the other core operations of the company. This necessitated the need to have a flow to facilitate both strategic and tactical innovations. The need to have a uniquely developed technique that harmonises the flow of the dynamic services was required. The need to have a service blueprint that focuses on the customers as the centre and foundation of for innovation, service improvement and experience design was identified. This stirred the need to attend to areas such as: potential profitability; sociocultural differences; aesthetic tastes and preferences; special requirements; and service quality expectations. Examples of how innovation was encouraged, promoted and evaluated across the organisation Effective innovation associated rewarding and appraisal of the performance of the personnel. The professional tasks, however, are diverse and different in nature which pause a great challenge to the organisation effort to appraise the professional performance. A significant time lag between obtaining of dependable results and the research initiation exists particularly in the development. Various measures of the creativity and innovation have been in use. They include research grants, project completions, presentations, reports, publications and number of patents regarding the innovation in all stages from research to the implementation. The multidisciplinary nature of evaluation is a lengthy process that entails relevance to all levels of contribution. Promotions, financial rewards, providing freedom for creativity and other recognitions are the practices that were included in the employee reward system. . The new knowledge that the top leadership implemented and propagated served as a platform for other employees who continuously receive training and education in various skills leading to more innovation. Created Efficiencies in the workspace Development of a service blueprint in the McDonalds company helps in having a flow of activities in a logical manner. It becomes easy to locate various operations that have different levels of relationships. These relationships, for example, may be complementary or substitutionary in nature. It becomes easy to see what effects touching a particular activity line would have on other activities. Some activities like customer care have ripple effects in very many other operations of the company. The costs of such activities as research engagements may add up to the cost of operations in the short run. However, in the long run, these costs are likely to be catered for as the efficiency of the firm is enhanced. There is, therefore, a need to support such activities within the company. It should, however, be said that there is possibilities of project failures. This should be properly managed to ensure that such possibilities don’t limit the innovation endeavours. References Polaine, A., Lavrans, L., & Reason, B., (2013) Service Design From Implementation to Practice New York: Reosenfeld Media. Tronvoll, B, Brown, S W, Gremler, D D, & Edvardsson, B., (2011) Paradigms in service research Journal of Service Management, 225, 560-585. Read More