This Student Assessment Booklet includes all your tasks for assessment of BSBMGT516 – Facilitate continuous improvement
About your assessments
This unit requires that you complete three assessment tasks. You must complete all tasks with a competent result to achieve competency for this unit. Please read the information below about each task included in this assessment.
Assessment Task 1
Written report
• Task 1.1 – Written report
You must write a report addressing all requirements to demonstrate the knowledge required of this unit.
Assessment Task 2
Project
There are two parts to this task:
• Part A: You are required to research and identify continuous improvement systems and processes for a business and develop a continuous improvement policy and two continuous improvement tools.
• Part B: You are required to develop and deliver a continuous improvement presentation.
In this task, you will demonstrate a sound knowledge of the unit requirements through conducting research and presenting to your assessor.
Assessment Task 3
Project
• Task 3 - Written Report
In this task, you must develop a report that includes an overall analysis of
how a company is performing in terms of customer service and recommendations for future customer surveys.
Assessment task description This is the first (1st) assessment task you have to successfully complete to be deemed competent in this unit of competency.
The assessment task requires you to write a detailed report addressing the required information relating to continuous improvement systems and processes
You must answer all questions and submit them to your Trainer/Assessor to be deemed satisfactory in this task
It is estimated that this task will take between 3 and 5 hours to complete You will receive your feedback within two weeks - you will be notified by your Trainer/Assessor when results are available.
Applicable conditions • All knowledge tests are untimed and are conducted as open book tests (this means you are able to refer to your textbook during the test).
• You must read and answer all stated criteria.
• You must use computers to answer the question.
• You must complete the task independently.
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
• As you complete this assessment task you are predominately demonstrating your written skills and knowledge to your trainer/assessor.
• The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is your own work.
Resubmissions
& reattempts • Where a student’s answer is deemed not satisfactory after the first attempt two further resubmissions will be allowed.
• You must speak to your Trainer/Assessor if you have any difficulty in completing this task.
• For more information, please refer to your trainer/assessor.
Location • This assessment task may be completed manually, via a learning management system or an independent learning environment.
• Your trainer/assessor will provide you further information regarding the location of completing this assessment task.
Instructions to the participant to complete this assessment task: All criteria must be answered satisfactorily in the report for the written assessment to be deemed competent.
Please write your response on the provided template.
You may attach separate sheets if required.
You must include the following particulars in the footer section of each page of the attached sheets:
• Student ID or Student Name
• Unit ID or Unit Code
• Course ID or Course Code
• Trainer and assessor name
• Page numbers
Appropriate references/citations are required.
The participant must complete all questions unassisted by the assessor or other personnel but may refer to reference material as may be needed.
Resources Required: The following materials required to record the participant’s performance
• This written assessment.
• Student workbook & classroom slides/notes
• Computer with word processing software and access to the Internet
Reasonable Adjustment: If the participant is unable to undertake the written assessment as designed, an interview (verbal questioning) may be used as an alternate approach.
How your trainer/assessor will assess your work: • This assessment task requires the student to meet all stipulated criteria in the report • Answers must demonstrate the student’s understanding and knowledge of the unit.
• If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C)
• If three or more of the assessment tasks is deemed not satisfactory, then the unit outcome is Not Yet Competent (NYC)
• If your trainer/assessor has marked your assessment as NYC you will be granted two attempts to resubmit the work in order to achieve a Competent result (C)
• Once all assessment tasks allocated to this Unit of Competency have been undertaken, your trainer/assessor will complete an Assessment Details and Results Sheet to record the unit outcome. The outcome will be either Competent (C) or Not Yet Competent (NYC).
Purpose of the assessment task Refer to the Performance Criteria on Page 8 for a full explanation on the purpose of this task.
What needs to be submitted: Your written report
TASK SUMMARY
You are to write a detailed report addressing the required information relating to continuous improvement systems and processes within an organisation. You may choose to write this report in relation to your current, or to a past, employer. Alternatively, you can write the report focused on an organisation of your own choosing that you have researched.
This task must be completed independently and cannot be done with assistance from any other student.
INSTRUCTIONS
Task 1.1 Develop a report that outlines continuous improvement systems and processes. The report needs to be at least 2,000 words and should be detailed, clear and concise.
The report needs to include:
? The importance of establishing formal systems and processes to support continuous improvement.
? A description of two key elements of a formal continuous improvement system.
? An explanation of how the Plan, Do, Check, Act cycle can be used to support effective continuous improvement.
? A description of how brainstorming with staff can be used for effective continuous improvement.
? The relationship between continuous improvement and knowledge management.
? A description of how continuous improvement works as part of a quality management system.
? How the goals of lean manufacturing and sustainability are synonymous.
? The relationship between performance management and continuous improvement within an organisation.
Assessment task description This is the second (2nd) assessment task you have to successfully complete to be deemed competent in this unit of competency.
The assessment task requires you to develop a continuous improvement policy along with relevant tools that address the required information relating to continuous improvement systems and processes
You must answer all questions and submit them to your Trainer/Assessor to be deemed satisfactory in this task as well as making a verbal presentation of the information
It is estimated that this task will take between 3 and 5 hours to complete You will receive your feedback within two weeks - you will be notified by your Trainer/Assessor when results are available.
Applicable conditions • All knowledge tests are untimed and are conducted as open book tests (this means you are able to refer to your textbook during the test).
• You must read and answer all stated criteria.
• You must use computers to answer the question.
• You must complete the task independently.
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
• As you complete this assessment task you are predominately demonstrating your written skills and knowledge to your trainer/assessor.
• The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is your own work.
Resubmissions
& reattempts • Where a student’s answer is deemed not satisfactory after the first attempt two further resubmissions will be allowed.
• You must speak to your Trainer/Assessor if you have any difficulty in completing this task.
• For more information, please refer to your trainer/assessor.
Location • This assessment task may be completed manually, via a learning management system or an independent learning environment.
• Your trainer/assessor will provide you further information regarding the location of completing this assessment task.
Instructions to the participant to complete this assessment task: All criteria must be answered satisfactorily in the report for the written assessment to be deemed competent.
Please write your response on the provided template.
You may attach separate sheets if required.
You must include the following particulars in the footer section of each page of the attached sheets:
• Student ID or Student Name
• Unit ID or Unit Code
• Course ID or Course Code
• Trainer and assessor name
• Page numbers
Appropriate references/citations are required.
The participant must complete all questions unassisted by the assessor or other personnel but may refer to reference material as may be needed.
Resources Required: The following materials required to record the participant’s performance
• This written assessment.
• Student workbook & classroom slides/notes
• Computer with word processing software and access to the Internet
Information about the roleplay • Please note that the task includes participation in a role-play.
• The aim of the task is for you to demonstrate verbally your understanding of continuous improvement and your ability to communicate effectively with your stakeholders
• This type of learning provides a controlled environment in which role-players can practice skills, roles and processes.
• In addition to preparing your own role-play, learning is reinforced by observing other team members and offering comments and constructive feedback.
• This role-play focuses on the elements and performance criteria for the unit of competence, which is available on the training package website http://training.gov.au.
• You have to present your role-play to your trainer/assessor on the due date.
• Reasonable adjustment will be allowed for those candidates who are eligible to receive it.
• Please read through the instructions and assessment information carefully, prior to commencing the tasks.
Reasonable Adjustment: If the participant is unable to undertake the written assessment as designed, an interview (verbal questioning) may be used as an alternate approach.
How your trainer/assessor will assess your work: • This assessment task requires the student to meet all stipulated criteria in the report • Answers must demonstrate the student’s understanding and knowledge of the unit.
• If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C)
• If three or more of the assessment tasks is deemed not satisfactory, then the unit outcome is Not Yet Competent (NYC)
• If your trainer/assessor has marked your assessment as NYC you will be granted two attempts to resubmit the work in order to achieve a Competent result (C)
• Once all assessment tasks allocated to this Unit of Competency have been undertaken, your trainer/assessor will complete an Assessment Details and Results Sheet to record the unit outcome. The outcome will be either Competent (C) or Not Yet Competent (NYC).
Purpose of the assessment task Refer to the Performance Criteria on Page 13 for a full explanation on the purpose of this task.
What needs to be submitted: ? Part A – Continuous improvement policy.
? Part A – Two continuous improvement tools.
? Part B – Updated continuous improvement policy.
? Part B – Power Point presentation.
TASK SUMMARY
There are two parts to this task:
? Part A: For this task, you are required to research and identify continuous improvement systems and processes for a business and develop a continuous improvement policy and two continuous improvement tools.
? Part B: For this task, you are required to develop and deliver a continuous improvement presentation.
The following activity can be undertaken either independently or in a group of up to 4 other students as approved by your trainer/assessor. If this task is completed with other students as a team effort all students must contribute and participate equally in the presentation, will need to be able to answer any questions regarding all aspects of the task to ensure compliance and to all be able to demonstrate a clear understanding of the task and the contribution made to the task.
INSTRUCTIONS
Read the background information and complete the tasks that follow.
PART A – DEVELOP CONTINUOUS IMPROVEMENT POLICY AND FORMS
Background information
Paperchase Office Supplies is an independently owned and operated company based in Campbelltown, NSW. The company has been in operation for 2 years.
The company supplies a wide range of stationery, office supplies, furniture, business equipment and computer supplies for large and small office environments, including home offices. There are no retail stores and customers order online through the company’s website or through a customer service centre that operates 7 days a week from 7 am to 7 pm. Orders are distributed from a warehouse that is also located in Campbelltown.
The company has recently participated in a strategic planning process with its vision identified to be the leading online supplier of office supplies.
The company employs several staff including the General Manager, Sales and Marketing Manager, Finance Manager and Human Resources Manager. There are 20 customer service staff in total, a Warehouse Manager and 10 warehousing staff. All the Managers and Customer Service Staff operate out of head office and all warehousing staff, including the Manager, are located at the Warehouse. Turnover of customer service staff is currently high – at around 30% annually.
You have recently been appointed as the new Operations Manager. The General Manager has advised you that although the company’s key values include a strong commitment to quality, customer service, sustainability and a satisfied workforce, there are no formal systems or processes in place for continuous improvement to ensure that the company meets its overall vision and values.
The General Manager advises you that he would like you to research and implement a new continuous system/process to address all aspects of the company’s operations from staffing to customer service to health and safety, as well as embedding continuous
improvement into the company’s culture. He has also indicated that he would like you to consider how the company can introduce more sustainable practices both within the company and in relation to products and would like this integrated into the continuous improvement system.
The General Manager has indicated that he would like a formal continuous improvement system fully implemented within the next three months.
He also advises of the following issues within the company that he is hoping that a continuous improvement system and process will solve:
? An average of two customer complaints are received each month.
? Complaints generally relate to the following themes:
? Customer service staff are unable to provide adequate product advice.
? Customer service staff are not friendly at times.
? Lengthy wait times on the telephone to discuss products or chase up deliveries.
? Differences between delivery time stated and actual delivery time.
? There also appears to be some further issues relating to the time in responding to complaints and identifying and implementing procedures to address issues identified through complaints.
? High staff turnover.
? Lack of supporting documentation to assist with overall quality such as staff training manuals.
Task 2.1 Research and identify continuous improvement systems and processes for the business.
? You are required to conduct research and take notes to assist you in developing a continuous improvement policy and continuous improvement tools. Throughout your research, you must identify:
? The benefits of implementing a continuous improvement process for the company.
? Continuous improvement models that may be suitable for the company, such as the Plan Do Check Act, Six Sigma or TQM approach to continuous improvement.
You must research at least two models and identify the best one to use at Paperchase Office Supplies
? Strategies for implementing continuous improvement into business systems and procedures including performance management, sustainability, health and safety and knowledge management and to address existing issues within the company.
? Four continuous improvement tools, including at least two digital tools (for example, continuous improvement register and forms, feedback forms, intranet forms/surveys, online/intranet surveys) that can be used as part of a continuous improvement system.
? Strategies for encouraging staff to participate in continuous improvement decision-making.
? Strategies for ensuring that staff are informed about continuous improvement processes, as well as the outcomes of continuous improvement processes.
? Mechanisms that can be used to obtain feedback from customers, suppliers and staff.
? Ongoing mentoring and coaching processes that can be used to ensure that staff are able to implement and support continuous improvement processes.
? Strategies for ensuring continuous improvement in sustainability.
? At least two knowledge management strategies to ensure that insights and experiences from the business’s activities are captured and learnings are accessible to all staff.
Task 2.2 Develop a continuous improvement policy.
? Review your research notes.
? Develop a continuous improvement policy for Paperchase Office Supplies. As a minimum, your policy must include:
? Purpose of the policy
? Scope of the policy
? Continuous improvement principles
? Continuous improvement model
? Continuous improvement implementation
? Staff participation and communication
? Tools to support the continuous improvement process ? Responsibilities.
? Ensure that your policy complies with relevant legislative requirements.
Task 2.3 Develop continuous improvement tools.
? Develop two continuous improvement tools identified through your research (for example, continuous improvement register and forms, feedback forms, intranet forms/surveys) to record work performance.
? Refer to these in the continuous improvement policy and include as attachments.
PART B – PRESENTATION
Paperchase Office Supplies – Communication procedure for the delivery of presentations ? When communicating with others, take into consideration:
? Who you are talking to.
? The type of information to be communicated.
? All verbal communication must be:
? Clear and concise.
? Friendly and professional.
? Culturally appropriate.
? Active listening must be used when responding to questions. Questions should be answered in a friendly and polite manner.
Task 2.4 Develop and deliver a continuous improvement presentation ? Review your research notes from Part A of this assessment task.
? Develop a 15-minute information training session to be presented to the Paperchase Office Supplies team (role played by your assessor and classmates).
? Use Microsoft PowerPoint to develop your presentation. Include graphics to support the explanation of the content.
? Ensure that your PowerPoint presentation is clear, concise and error free.
? Your PowerPoint presentation must address:
? The benefits of implementing continuous improvement systems and processes across the company.
? The continuous improvement models that you have identified as most suitable for use in Paperchase Office Supplies and that is the basis of the policy you have developed.
? An outline of your policy.
? Continuous improvement tools.
? Strategies for encouraging staff to participate in continuous improvement decision-making.
? Strategies for ensuring that staff are informed about continuous improvement processes, as well as the outcomes of continuous improvement processes.
? Mechanisms that can be used to obtain feedback from customers, suppliers and staff.
? Ongoing mentoring and coaching processes that can be used to ensure that staff are able to implement and support continuous improvement processes.
? Strategies for ensuring continuous improvement in sustainability.
? Knowledge management strategies to ensure that insights and experiences from the business’s activities are captured and learnings are accessible to all staff.
? Submit your presentation to your assessor. Your assessor will advise you of the date and time you will be required to deliver the presentation.
1. Deliver your presentation.
? Review the Paperchase Office Supplies communication procedure for the delivery of presentations.
? Deliver your continuous improvement presentation to the team (role played by your assessor and classmates) in line with workplace procedures.
? Ensure that you address all the required content and encourage audience to ask questions and provide you with feedback.
2. Hand out a copy of your continuous improvement policy to each member of the audience. Ask audience members to read through the policy and provide you with feedback. This feedback can be either verbal or written.
Based on the feedback provided, make necessary changes to your continuous improvement policy, highlighting the changes made in a different coloured font from the original text. Submit your updated policy to your assessor.
Role Play Observation Checklist – Assessment Task 2
Student name
Unit and Task being assessed BSBMGT516 – Facilitate continuous improvement
Course name and
title BSB51918 – Diploma of Leadership & Management
Assessor name
The student satisfied following requirements: Check (X) Comments
Yes No How did the student demonstrate this?
Explain the benefits of implementing continuous improvement systems and processes across the company.
Outline the continuous improvement models identified as most suitable for use and that is the basis of the developed policy
Participate in verbal exchanges using clear language and appropriate tone and syntax to provide relevant information
Used strategies for encouraging staff to participate in continuous improvement decision-making along with strategies
for ensuring that staff are informed about continuous improvement processes.
Use active listening and questioning to elicit views and opinions of others
ASSESSOR I have confirmed the responses given in this report.
Name and signature
/ /
Date
STUDENT I have read and agree with this report.
Name and signature / /
Date
Assessment task description This is the third (3rd) assessment task you have to successfully complete to be deemed competent in this unit of competency.
The assessment task requires you to analyse data and feedback received from customers to then produce a report based on this information
You must answer all questions and submit them to your Trainer/Assessor to be deemed satisfactory in this task
It is estimated that this task will take between 3 and 5 hours to complete You will receive your feedback within two weeks - you will be notified by your Trainer/Assessor when results are available.
Applicable conditions • All knowledge tests are untimed and are conducted as open book tests (this means you are able to refer to your textbook during the test).
• You must read and answer all stated criteria.
• You must use computers to answer the question.
• You must complete the task independently.
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
• As you complete this assessment task you are predominately demonstrating your written skills and knowledge to your trainer/assessor.
• The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is your own work.
Resubmissions
& reattempts • Where a student’s answer is deemed not satisfactory after the first attempt two further resubmissions will be allowed.
• You must speak to your Trainer/Assessor if you have any difficulty in completing this task.
• For more information, please refer to your trainer/assessor.
Location • This assessment task may be completed manually, via a learning management system or an independent learning environment.
• Your trainer/assessor will provide you further information regarding the location of completing this assessment task.
Instructions to the participant to complete this assessment task: All criteria must be answered satisfactorily in the report for the written assessment to be deemed competent.
Please write your response on the provided template.
You may attach separate sheets if required.
You must include the following particulars in the footer section of each page of the attached sheets:
• Student ID or Student Name
• Unit ID or Unit Code
• Course ID or Course Code
• Trainer and assessor name
• Page numbers
Appropriate references/citations are required.
The participant must complete all questions unassisted by the assessor or other personnel but may refer to reference material as may be needed.
Resources Required: The following materials required to record the participant’s performance
• This written assessment.
• Student workbook & classroom slides/notes
• Computer with word processing software and access to the Internet
Reasonable Adjustment: If the participant is unable to undertake the written assessment as designed, an interview (verbal questioning) may be used as an alternate approach.
How your trainer/assessor will assess your work: • This assessment task requires the student to meet all stipulated criteria in the report • Answers must demonstrate the student’s understanding and knowledge of the unit.
• If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C)
• If three or more of the assessment tasks is deemed not satisfactory, then the unit outcome is Not Yet Competent (NYC)
• If your trainer/assessor has marked your assessment as NYC you will be granted two attempts to resubmit the work in order to achieve a Competent result (C)
• Once all assessment tasks allocated to this Unit of Competency have been undertaken, your trainer/assessor will complete an Assessment Details and Results Sheet to record the unit outcome. The outcome will be either Competent (C) or Not Yet Competent (NYC).
Purpose of the assessment task Refer to the Performance Criteria on Page 22 for a full explanation on the purpose of this task.
What needs to be submitted: ? A written report based on the results from the customer feedback as detailed below
TASK SUMMARY
For this task, you are required to analyse customer feedback surveys, convert percentages into bar charts and compare to industry averages. You are also required to develop a report that includes an overall analysis of how a company is performing in terms of customer service and recommendations for future customer surveys.
The following activity can be undertaken either independently or in a group of up to 4 other students as approved by your trainer/assessor. If this task is completed with other students as a team effort all students must contribute and participate equally in the presentation, will need to be able to answer any questions regarding all aspects of the task to ensure compliance and to all be able to demonstrate a clear understanding of the task and the contribution made to the task.
INSTRUCTIONS:
Read the background information and complete the tasks that follow.
Background information continued
As part of the implementation of the continuous improvement system, Paperchase Office Supplies implemented a formal customer survey with the results shown below.
The survey was sent to 75 customers and 49 were returned.
As this was the first customer survey, customers were asked to respond to four general questions only.
Customer survey findings are as follows:
Overall satisfaction with Paperchase Office Supplies:
? 26 totally satisfied
? 18 somewhat satisfied
? 4 dissatisfied
? 1 totally dissatisfied.
Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.
Ease of doing business with Paperchase Office Supplies:
? 20 totally satisfied
? 19 somewhat satisfied
? 8 dissatisfied
? 2 totally dissatisfied.
Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with ease of business is 47%.
Customers who said they would purchase products from Paperchase Office Supplies again are:
? 42 totally satisfied
? 6 somewhat satisfied
? 1 dissatisfied
? 0 totally dissatisfied.
Industry benchmarks show that the average number of customers who indicate that they would purchase products again is 72%.
Customers who said they would recommend Paperchase Office Supplies to others:
? 38 totally satisfied
? 8 somewhat satisfied
? 3 dissatisfied
? 0 totally dissatisfied.
Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.
Task 3.1 Analyse and report on results.
? Review the survey data and develop a report on the result. Your report must include your recommendations for actions based on your analysis.
? Your report must be clear, concise and error free.
? You are required to provide an analysis of the overall results against industry benchmarks for customer satisfaction, ease of doing business and customer loyalty.
? Your report must include:
? Bar charts that clearly show the results of the survey in percentages
? An overall analysis of how the company is performing in terms of customer service.
? At least two recommendations for future customer surveys.
1. Submit your report to your assessor. If this report is produced in conjunction with other students, please ensure the report clearly shows which student contributed to which part of the report. All students must be able to explain each component of the report if questioned.
You must develop your report using Microsoft Word or a similar program – your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy.
What do I need to hand in for this task? Have I completed this?
Customer satisfaction report ?
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Student’s Name Student’s ID:
Type of submission ? First Submission ? First Re-submission ? Second Re-submission
Date of Submission Unit Code & Name BSBMGT516 Facilitate continuous improvement
Assessment tasks
submitted (Please
tick) ? Written report
? Project
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Staff Name Staff Signature