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Assessment Guideline for BSBMGT516
Assessment Tasks
This unit is assessed in the following ways:

Assessment Task 1: Written Questions
WRITTEN ANSWER QUESTION GUIDANCE
The following written questions may use a range of ‘instructional words’, such as ‘identify’ or ‘explain’.
These words will guide you as to how you should answer the question. Some questions will also tell
you how many answers you need to give – for example, ‘Describe three strategies…’.
 Describe – when a question asks you to ‘describe’, you will need to state the most noticeable
qualities or features. Generally, you are expected to write a response of two or three sentences in
length.
 Explain – when a question asks you to ‘explain’, you will need to make clear how or why
something happened or the way it is. Generally, you are expected to write a response of two or three
sentences in length.
QUESTION 1
Explain the importance of establishing formal systems and processes to support continuous
improvement.
QUESTION 2
Describe two key elements of a formal continuous improvement system.
e.g.
Participation of all staff
Cyclical
Measurable
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QUESTION 3
Explain how the Plan, Do, Check, Act cycle can be used to support effective continuous improvement.
QUESTION 4
Explain how brainstorming with staff can be used for effective continuous improvement.
QUESTION 5
Explain the relationship between continuous improvement and knowledge management.
QUESTION 6
Explain how continuous improvement works as part of a quality management system.
QUESTION 7
Explain how the goals of lean manufacturing and sustainability are synonymous.
QUESTION 8
Explain the relationship between performance management and continuous improvement within an
organisation.
Assessment Task 2: Develop and Implement Continuous Improvement
Part A – Develop Continuous Improvement Policy and Forms
Student need complete the following tasks:
1. Develop a continuous improvement policy.
▪ Review your research notes.
▪ Develop a Continuous Improvement Policy for CBSA using the organisation’s Policy &
Procedures Template (provided by your assessor). As a minimum, your policy must include:
– Purpose of the policy: Think about the benefits of implementing a continuous
improvement process for the company
– 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 is written in a suitable format and complies with relevant legislative
requirements.
2. Develop two continuous improvement tools.
▪ Develop two continuous improvement tools identified through your research (for example,
continuous improvement register and forms, customer feedback forms, intranet forms/surveys
for employee satisfaction) to record work performance, e.g.
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Part B – Conduct Presentation
1. Develop a 15-minute information training session to be presented to the CBSA team (role
played by your assessor and classmates)
2.Your 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 at
CBSA and that is the basis of the policy you have developed
– An outline of your policy
– An outline of the two Continuous improvement tools you have developed
– Your strategies for encouraging staff to participate in continuous improvement decisionmaking
– Your 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, third-party service
providers, 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
3. Based on the feedback provided, make necessary changes to your Continuous
Improvement Policy, highlighting the changes made.
Assessment Task 3: Analyse and Report on Continuous Improvement
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
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overall analysis of how a company is performing in terms of customer service and recommendations
for future customer surveys.
Summary of Customer Satisfaction Survey Results.docx

▪ Review the survey data and develop a report on the result, including your recommendations
for actions based on your analysis.
▪ 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:
— Executive Summary
– 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