By asking this question, your interviewer wants to know that you are proactive and have ideas that are well received by your supervisors. They also want to know that you take the initiative when you see something that might not be working so well and come up with a viable solution.
Not everyone is going to have experiences like this and that is okay. Answering this question involves demonstrating that you are comfortable with implementing new procedures and have ideas for how things should be done.
You can answer this question without a lot of experience and without having implemented any earth-shattering policies or procedures. Here are things to highlight in your response.
This question can seem difficult if you don’t know anything right off the bat. Here are some things to avoid to help you project confidence.
Answering this question can be difficult especially if you cannot think of a clear policy or procedure that you singlehandedly implemented. Here is an example of a small change that can make a huge difference.
Although it might not seem like a particularly significant change, in one position as a receptionist, I noticed that customers were not being warm and friendly over the phone. I felt this was contributing to decreased customer satisfaction so I talked to the other assistants helping with the phones and implemented a new way to answer the phone. We began starting every phone call with “Hope you’re having a great day!” and employee morale and customer satisfaction both improved.