Industry Research Project

Assessment Overview

This individual assessment brings together a wide range of analytical, planning and solution tools for designing best practice with focus now on large enterprises. You will select an organisation and a product range or service from the following large scale organisations located in Melbourne’s CBD:

• Pop-up shop/concept stores located in Melbourne Central/Emporium
• The Queen Victoria Market
• CBD Supermarkets; Woolworths, Coles Express, IGA or Aldi

You will use a range of techniques and tools to identify an area for improvement centred on the quality of the customer experience, with a comparison between your findings and the organisation’s values. The improvement could be targeted to a general aspect of an organisation process or solution to a specific problem.
Required tools: Observation/analysis tool
– Site Analysis Table
– Customer Journey Map

Continuous improvement tool
– 5 Whys
– HMW (How Might We method)

Research process:

1. Select the organisation you intend to observe for this project.
2. Conduct a preliminary web based search to gather current information/media available on the selected organisation. Look at current research methods and practices for Lean Management (case studies) relevant to your organisation, Customer Charter, Annual Report from the last financial year, etc.
3. Complete a Site Analysis Table on site/in store and observe the customer journey observing Space, Use and Flow – then type up polished versions of both templates to include in your project documentation.

4. Write up a brief commentary of observations in a table shown below to compare observational findings with the organisation’s strategic direction and customer values.

Design Concepts/Management Style Lean Production Process Do findings align to organisation’s values?

Compile your findings in a detailed organisation report format of no more than 2500 words, in a document design and format of your choice suitable to the selected organisation, format requirements on the following page.

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