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participate in decision making processes, assumeresponsibility and exercise initiative1.2Communicatetheorganization'scontinuousimprovement processesto individuals and teams,and obtain feedback 1.3 Ensure effective mentoring and coachingallowsindividuals and teams to implement the organization'scontinuous improvement processes2. Monitor and review performance2.1.Use the organization's systems and technologytomonitor and review progress and to identify ways inwhich planning and operations could be improved2.2.Improvecustomer servicethrough continuousimprovement techniques and processes2.3.Formulate and communicate recommendations foradjustments to those who have a role in theirdevelopment and implementation3.Provide opportunities for further improvement3.1.Implementprocesses to ensure that teammembers are informed of savings andproductivity/service improvementsin achieving thebusiness plan3.2.Document work performance to aid the identificationof further opportunities for improvement3.3.Manage records, reports and recommendations forimprovement within the organization's systems andprocessesAutomotive Servicing NC IV (Amended) Promulgated December 2013 114
RANGE OF VARIABLESVARIABLERANGE1. SystemsMay refer to:1.1.Forums, meetings1.2.Newsletters and reports1.3.Organizational policies and procedures1.4.Web-based communication devices2.Participation in decision making processesMay include:2.1.Feedback in relation to outcomes of the consultativeprocess2.2.Processes which ensures all employees have theopportunity to contribute to organizational issues3.Continuous improvement processesMay include:3.1.Cyclical audits and reviews of workplace, team and individual performance3.2.Evaluations and monitoring of effectiveness3.3.Implementation of quality systems, such as International Standardization for Organization (ISO)3.4.Modifications and improvements to systems, processes, services and products3.5.Policies and procedures which allow the organization to systematically review and improve the quality of its products, services and procedures3.6.Seeking and considering feedback from a range of stakeholders4.Mentoring and coachingMay refer to:4.1.Providing assistance with problem-solving4.2.Providing feedback, support and encouragement4.3.Teaching another member of the team, usually focusing on a specific work task or skill5.TechnologyMay include:5.1.Computerized systems and software such as databases, project management and word processing5.2.Telecommunications devices 5.3.any other technology used to carry out work roles andresponsibilities6.Customer serviceMay include:6.1.Internal or external6.2.to existing, new or potential clients7.Processes to ensure that team members are informed of savings and productivity/service improvementsMay refer to:7.1.Email/intranet, newsletters or other communication devices7.2.Newsletters and bulletins7.3.Staff reward mechanisms7.4.Team meetingsAutomotive Servicing NC IV (Amended) Promulgated December 2013 115