Assessment 1 – Written Report for Change on (1)




Assessment 1 – Written Report for Change on (1)

Manage Innovation and Continuous Improvement Assessment 1


  • The key systems that were used by AC Gilbert were the Design system, planning system, purchasing system, manufacturing system and distribution system which could be split into 3 other systems. All these systems were important for AC Gilbert to make the best quality toys possible. A team was assigned to each system to make sure that each part of the process was done carefully.

    b. operational systems


    Product Distribution


  • The Key Result Areas to evaluate the effectiveness of the supply chain are the quality of the products. The main aim of the supply chain is to create the best quality products at the cheapest price possible. Therefore the cost of the supply chain is another measurement of the effectiveness of the supply chain. Use of technology was another measurement. Number of Customers, Financial Performance, People, Processes, Etc are all good KRAs.

    Exceptional product and service quality

  • Each store will maintain its establishment base of full-time equivalent employees. All of these staff will have formal retail qualifications and be provided with internal product and service knowledge training.
  • Each store will be fitted out to display the full range of the exclusive products from the current AC Gilbert range to provide the opportunity for sales staff to learn and fully demonstrate their features.
  • The product delivery service provided is recognised as part of the AC Gilbert brand.
  • Time-efficient and cost-effective development processes

  • Communication systems are in use to reduce travel and time commitments of outlet managers.
  • Expert and knowledgeable staff

  • AC Gilbert employs multiskilled retail sales staff capable of providing after sales product support to customers.
  • The main KPI was the amount of profit achieved every year. This was a clear indicator of the success of the business. Other KPIs were factors like the number of sales, market share and number of designs. Customer reputation is quite hard to measure but it has great impact on the success and performance.

    Financial stability

  • Increase revenue by 45% ($20m) (compared to the previous 12 months) by the end of the financial year
  • Maintain annual profit levels of 10% of revenue for all products, calculated at the end of each financial year
  • Reinvest 75% of profit back into the business at the end of each financial year
  • ......

    Assessment 1 – Written Report for Change on (1)
    Last updated: Sep 2023

    Page 1

  • Reinvest 75% of profit back into the business at the end of each financial year
  • Market position

  • Maintain the number one rating in the annual national industry customer service awards
  • Launch new high quality exclusive consumer products to meet customer demand, ahead of competitors, within budget and by the agreed deadlines
  • Right people

  • Provide induction training at the commencement of employment to train new employees to be knowledgeable, helpful and enthusiastic
  • Provide the financial, physical, human and time resources to support an annual professional development program for all AC Gilbert employees

  • The performance reviews of the AC Gilbert toys were very positive before 1950s. The reviews said that the products of AC Gilbert were high quality and the best of the industry, this made the company on of the biggest in the world. After 1950s the AC Gilbert failed to catch on to the new trends of fashion and dolls. The quality also got worse and the all the accessories were not even provided for the customers.

  • Discuss job performance
  • Set goals for professional development
  • Establish objectives for contributing to the department’s mission
  • Discuss expectations and accomplishments
  • The service level agreement was made to make sure that the products were high quality and worth the money spent. Customers were unhappy with the quality and service that they were getting and this gave AC Gilbert a very negative image to the customers.

    SLAs measure the service provider’s performance and quality in a number of ways. Some metrics that SLAs may specify include:

  • Availability and uptime — the percentage of the time services will be available
  • The number of concurrent users that can be served
  • Specific performance benchmarks to which actual performance will be periodically compared
  • Application response time
  • The schedule for notification in advance of network changes that may affect users
  • Help desk response time for various classes of problems
  • Usage statistics that will be provided.
  • 3.

    Supply Chain

    Review Strategy

    There are many ways to measure the performance of the supply chain for example:

  • Looking at the supply chain costs
  • How quick the supply chain can be
  • Deliver times
  • Improvements

    It is important to look at the number of people within the supply chain. Having a smaller supply chain will mean much faster production because there is less transport and storage time.

    Operational Systems

    Review Strategy

    Have to look at areas such as:

  • Compliance
  • HR efficiency
  • Improvements

    There is also a lot of other…


    Assessment 1 – Written Report for Change on (1)
    Last updated: Sep 2023

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