Assessment task 1 BSBMGT608




Assessment task 1 BSBMGT608


Manage Innovation and Continuous Improvement

Task 01 (Written Report): Review performance and sustainability

1.Describe the key systems and processes used by AC Gilbert:

a.Supply chain

This supply chain has 5 components. First is the design stage, which is when the toys are designed. A designing team will brainstorm different ideas and choose designs which are appropriate and seem attractive to the customers.

The next stage is the planning stage which takes ideas from the design and plans out how to develop the design and create the product.

After the plan for the new toy is created, the purchasing of materials, tools and equipment will be implemented.

The last stage before distribution is the manufacturing stage. This is the process of creating the product for the consumers. The manufacturing stage involves using machinery to mass produce the products following industry safety standards and regulations.

Finally the product is distributed to the customers.

Overall the supply chain stage is quite efficient. There are some areas which can be improved to increase efficiency and create the products with higher standards.

b.Operational systems

c.Product/service delivery.

2.Develop performance measures, assessment tools and techniques that you would use to evaluate the effectiveness of the supply chain, operational and product service delivery systems. Performance measures may include (if applicable):

a. key result areas (KRAs)

  • market share
  • reputation
  • stability
  • profit
  • sales
  • ability to adapt to change
  • customer service standards
  • innovation
  • employee performance
  • production and manufacturing.
  • b. key performance indicators (KPIs)

  • Profit: This goes without saying, but it is still important to note, as this is one of the most important performance indicators out there. Don’t forget to analyze both gross and net profit margin to better understand how successful your organization is at generating a high return.
  • Cost: Measure cost effectiveness and find the best ways to reduce and manage your costs.
  • Customer Lifetime Value (CLV): Minimizing cost isn’t the only (or the best) way to optimize your customer acquisition. CLV helps you look at the value your organization is getting from a long-term customer relationship. Use this performance indicator to narrow down which channel helps you gain the best customers for the best price.
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    Assessment task 1 BSBMGT608
    Last updated: Feb 2024

    Page 1

    ization is getting from a long-term customer relationship. Use this performance indicator to narrow down which channel helps you gain the best customers for the best price.

  • Customer Acquisition Cost (CAC): Divide your total acquisition costs by the number of new customers in the time frame you’re examining. Voila! You have found your CAC. This is considered one of the most important metrics in e-commerce because it can help you evaluate how cost effective your marketing campaigns have been.
  • Customer Satisfaction & Retention: On the surface, this is simple: make the customer happy and they will continue to be your customer. Many firms argue, however, that this is more for shareholder value than it is for the customers themselves. You can use multiple performance indicators to measure CSR, including customer satisfaction scores and percentage of customers repeating a purchase.
  • Customer Support Tickets: Analysis of the number of new tickets, the number of resolved tickets, and resolution time will become the best customer service department in your industry
  • Percentage Of Product Defects: Take the number of defective units and divide it by the total number of units produced in the time frame you’re examining. This will give you the percentage of defective products. Clearly, the lower you can get this number, the better.
  • Employee Turnover Rate (ETR): To arrive upon your ETR, take the number of employees who have departed the company and divide it by the average number of employees. If you have a high ETR in your department, spend some time examining your workplace culture, employment packages, and work environment
  • Percentage Of Response To Open Positions: When you have a high percentage of qualified applicants apply for your open job positions, you know you are doing a good job maximizing exposure to the right job seekers. This will lead to an increase in interviewees, as well.
  • c. performance reviews

    As a result of the falling profits and share price, the company became attractive to an opportunistic businessman, Jack Wrather. Jack Wrather was an independent television producer who had made his money producing the popular programs ‘Lassie’ and ‘The Lone Ranger’. Jack Wrather wanted to purchase a successful business and felt that in A. C. Gilbert, he had the opportunity to use his knowledge of popular entertainment and apply it to the production of toys. He purchased 52% of A. C. Gilbert for $4 million and immediately set about making his mark on the company. A. C. Junior stayed on as Chairman but his influence was minimal.

    d. service level agreements.

    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.



    Services will be provided between the hours of 8:00 a.m. and 5:00 p.m., Monday through Friday, except holidays. During this time the Help Desk will be staffed with a minimum of X people.

    The telephone number (000-0000) will have two lines available to take calls. When both lines are busy, calls will be forwarded to voice mail, where a message can be left. The Help Desk guarantees a return call within five minutes of an urgent voice mail message. All messages…


    Assessment task 1 BSBMGT608
    Last updated: Feb 2024

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