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Unit Summary |
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This unit describes the skills and knowledge required to lead and manage continuous improvement systems and processes. Particular emphasis is on the development of systems and the analysis of information to monitor and adjust performance strategies, and to manage opportunities for further improvements. It applies to individuals who take an active role in managing a continuous improvement process in order to achieve an organisation’s objectives. At this level, work will normally be carried out using complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem-solving and decision-making strategies. No licensing, legislative or certification requirements apply to this unit at the time of publication. |
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Prerequisite Units |
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There are no recommended pre-requisite units for this competency. |
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Possible Co-requisite Units |
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This unit can be assessed independently, however holistic assessment practice with other business service units of competency is encouraged |
| Assessment Overview |
This Student Assessment Booklet includes all your tasks for assessment of BSBMGT516 Facilitate continuous improvement.
This unit requires that you complete three assessment tasks. You must complete all tasks to achieve competency for this unit.
How to Submit Your Assessments
When you have completed each assessment task you will need to submit it to your assessor.
Instructions about submission can be found at the beginning of each assessment task.
Make sure you photocopy your written activities before you submit them – your assessor will put the documents you submit into your student file. These will not be returned to you.
At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for each task where you need to submit items for assessment, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task and will write this on the back of the Task Cover Sheet.
You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to your Student Handbook for more information about our appeals process.
Plagiarism, Cheating and Collusion
When a trainer/assessor believes there has been an incident of an academic misconduct involving plagiarism, cheating and/or collusion, you will be reported by your trainer/assessor along with reasons for the allegation. Wall Street College takes a serious view of plagiarism and cheating in any form of assessment.
Academic misconduct may include, but is not limited to:
using study guide material without acknowledgement;
paraphrasing the work of another person;
directly copying any part of another person’s work;
summarising the work of another person;
using or developing an idea or theme derived from another person’s work;
using experimental results obtained from another person’s work; and
in the collaborative projects, falsely representing the individual contributions of the collaborating students where individual contributions are to be identified.
Penalties for plagiarism may include but not limited to: a caution or reprimand; awarding of zero marks in the assignment, essay, project, test, examination or other work in respect of which academic misconduct has occurred; a fail in the subject; a fine; suspended enrolment; or exclusion from the College.
Definitions:
Academic Misconduct
Involvement in cheating, plagiarism or any other conduct that deliberately or inadvertently claims ownership of an idea or concept without acknowledging the source of information.
Cheating
Includes, but not limited to, copying the work of another under any assessment condition without the other person’s knowledge; copying the work of another under any assessment condition with the other person’s knowledge; unauthorised collaboration of assessment tasks.
Collusion
When two or more students incite, facilitate and conceal involvement in cheating and/or plagiarism.
Plagiarism
Involves intentionally or unintentionally submitting/presenting work that is done by another person without referencing the sources of information and may include content scraping where students simply copy and paste contents from a source without proper citation.
For more information, please refer to our Academic Misconduct Policy and Procedures.
| Assessment Plan |
The following outlines the requirements of your final assessment for this unit. You are required to complete all tasks to demonstrate competency for BSBMGT516 Facilitate continuous improvement.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.
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Assessment Requirements |
Due Date |
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Questions and Answers |
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Agreement by the student |
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Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure you sign this before you start any of your assessments. |
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Have you read and understood what is required of you in terms of assessment? |
Yes |
No |
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Have you read and understood the RTO’s policies and procedures related to reassessment? |
Yes |
No |
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Do you understand the requirements of this assessment? |
Yes |
No |
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Do you agree to the way in which you are being assessed? |
Yes |
No |
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Do you have any special needs or considerations to be made for this assessment? If yes, what are they? |
Yes |
No |
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Do you understand your rights to appeal the decisions made in an assessment? |
Yes |
No |
Student name:
Student signature: Date:
Assessor name:
Assessor signature: Date:
| Assessment Task Cover Sheet – Assessment Task 1 |
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
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Name: |
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Date of submission: |
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Unit: BSBMGT516 Facilitate continuous improvement |
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Assessor to complete |
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Assessment Task |
Satisfactory/ |
Date |
Was this a resubmission? Y/N |
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Questions and Answers |
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I declare that these tasks are my own work.
None of this work has been completed by any other person.
I have not cheated or plagiarised the work or colluded with any other student/s.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature:
Student name:
ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
Assessor signature:
Assessor name:
Date:
| Assessment Task 1: Written Questions |
Task summary
You must answer all questions below correctly.
Resources and equipment required to complete this task:
Access to Learner Guide, PowerPoint presentation and recommended textbook
Access to a computer with Internet
When and where will this task be completed?
This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
Your assessor will provide you with the due date for this assessment.
What happens if I get something wrong?
If your assessor marks any of your answers as incorrect, they will make arrangements with you about resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may need to provide new written responses to the questions that were answered incorrectly. Your assessor will give you a due date by which this must be provided.
If your assessor identifies any plagiarised responses in your answers, your trainer/assessor will report this along with reasons for the allegation. For more detailed information about academic misconduct, please refer to Plagiarism, Cheating and Collusion section in the Assessment Overview of this assessment booklet.
Student instructions for Task 1
This is an open book test – you can use your learning materials as reference.
You must answer all questions in this task correctly using your own words.
You must answer the questions by typing your answers in a word processor such as Microsoft Word or similar program.
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.
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.
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Submission requirements for Task 1: Your answers to each question. |
| Assessment Task Cover Sheet – Assessment Task 2 |
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
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Name: |
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Date of submission: |
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Unit: BSBMGT516 Facilitate continuous improvement |
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Assessor to complete |
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Assessment Task |
Satisfactory/ |
Date |
Was this a resubmission? Y/N |
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Project |
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STUDENT DECLARATION
I declare that these tasks are my own work.
None of this work has been completed by any other person.
I have not cheated or plagiarised the work or colluded with any other student/s.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature:
Student name:
ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
Assessor signature:
Assessor name:
Date:
| Assessment Task 2: Develop and Implement Continuous Improvement |
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The following assessment tasks use a simulated business called Complete Business Solutions Australia (CBSA). In order to complete the assessment tasks, you will need to access information, templates, policies and procedures found on the CBSA website. Your assessor will provide you with login details. Navigate to www.cbsa.com.au, select ‘Log in’ and enter your username and password prior to completing your assessment tasks. For this assessment you will play the role of Governance Manager for CBSA. CBSA is a consultancy service providing assistance with compliance, finances, human resources, information technology and other business needs to ensure that businesses have the expertise and support they need to survive and prosper. You should familiarise yourself with what CBSA does, its services and history, the organisational structure of the business and its employees. Ensure that you read the Business Plan to understand CBSA’s mission, vision, and business objectives. |
Task summary
There are two parts to this task:
In Part A, you will be researching and identifying continuous improvement systems and processes and develop a Continuous Improvement Policy and two continuous improvement tools.
In Part B, you will be developing and delivering a continuous improvement presentation.
Resources and equipment required to complete this task:
Access to Learner Guide, PowerPoint presentation and recommended textbook
Access to a computer, the Internet, and a web browser
Access to a word processor and presentation software (such as PowerPoint)
CBSA organisational policies and procedures (accessible via the CBSA website)
Business Plan (accessible via the CBSA website)
Policy & Procedure Template (accessible via the CBSA website)
Additional students (3 or 4) to play the role of presentation attendees
When and where will this task be completed?
This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
Your assessor will provide you with the due date for this assessment.
What happens if I get something wrong?
If you get something wrong you will need to resubmit that part of the task that has not been completed correctly or fully. Your assessor will provide you with guidance as to what needs to be resubmitted and how.
If your assessor identifies any plagiarised responses in your answers, your trainer/assessor will report this along with reasons for the allegation. For more detailed information about academic misconduct, please refer to Plagiarism, Cheating and Collusion section in the Assessment Overview of this assessment booklet.
Student instructions for Task 2
Complete all parts of the assessment below using your own words.
| Part A – Develop Continuous Improvement Policy and Forms |
To begin this part, read the following email and then complete the tasks that follow:
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To: |
You |
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From: |
Gavin Stead ([email protected]) |
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Date/time: |
Monday 9:32AM |
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Subject: |
Continuous Improvement Policy |
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To You, I have an important task for you. Our organisation prides itself on its key values including a strong commitment to quality, customer service, innovation and excellence, sustainability, and a satisfied workforce. However, there are no formal systems or processes in place for continuous improvement to ensure that the company meets its overall vision and values. Based on this I would like you to develop a Continuous Improvement Policy that can be utilised to address the following issues: An average of two client complaints are received each month Complaints generally relate to the following themes: Customer service staff are unable to provide adequate service advice Customer service staff are not friendly at times Lengthy wait times on the telephone to discuss services or chase up appointment scheduling Differences between appointment stated and actual appointment time staff member is turning up 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 Kind Regards, Gavin Stead |
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Managing Director 300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 |
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Task
Based on the email, complete the following tasks:
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. These will be used in the following tasks and the next assessment part for reference purposes.
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 CBSA.
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.
Develop a continuous improvement policy.
Review your research notes.
Develop a Continuous Improvement Policy for CBSA using the organisation’s Policy & Procedures Template (accessible via the CBSA website). 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 is written in a suitable format and complies with relevant legislative requirements.
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
You must refer to these in the Continuous Improvement Policy as applicable
| Part B – Conduct Presentation |
To begin this part, read the following email and then complete the tasks that follow:
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To: |
You |
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From: |
Gavin Stead ([email protected]) |
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Date/time: |
Wednesday 2:17PM |
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Subject: |
Continuous Improvement Presentation |
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To You, Thanks for developing the Continuous Improvement Policy. Now you will need to develop a presentation using PowerPoint or similar software that covers the following points: 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 decision-making 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, 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 Once you have developed the presentation, I would like you to deliver it to the departmental managers. Kind Regards, Gavin Stead |
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Managing Director 300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 |
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Task
Based on the email, complete the following tasks:
Develop 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 CBSA team (role played by your assessor and classmates)
Use presentation software (such as PowerPoint) to develop your presentation, including graphics to support the explanation of the content
Ensure that your presentation is clear, concise and error free
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 decision-making
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
Deliver your presentation.
Review the CBSA Communication Policy & Procedures (accessible via the CBSA website) 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 the audience to ask questions and provide you with feedback
At the completion of the presentation you should 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.
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During the presentation, your assessor will be looking to see that you can: Lead the presentation and document feedback from attendees in relation to the policy Speak clearly and concisely Respond to questions as required Use active listening techniques |
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Submission requirements for Task 2: Continuous Improvement Policy for Part A. Two continuous improvement tools for Part A. Updated Continuous Improvement Policy for Part B. Presentation documentation for Part B. |
| Assessment Task Cover Sheet – Assessment Task 3 |
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
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Name: |
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Date of submission: |
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Unit: BSBMGT516 Facilitate continuous improvement |
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Assessor to complete |
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Assessment Task |
Satisfactory/ |
Date |
Was this a resubmission? Y/N |
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Project |
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STUDENT DECLARATION
I declare that these tasks are my own work.
None of this work has been completed by any other person.
I have not cheated or plagiarised the work or colluded with any other student/s.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature:
Student name:
ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
Assessor signature:
Assessor name:
Date:
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.
Resources and equipment required to complete this task:
Access to Learner Guide, PowerPoint presentation and recommended textbook
Access to a computer, the Internet, and a web browser
Access to a word processor
When and where will this task be completed?
This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
Your assessor will provide you with the due date for this assessment.
What happens if I get something wrong?
If you get something wrong you will need to resubmit that part of the task that has not been completed correctly or fully. Your assessor will provide you with guidance as to what needs to be resubmitted and how.
If your assessor identifies any plagiarised responses in your answers, your trainer/assessor will report this along with reasons for the allegation. For more detailed information about academic misconduct, please refer to Plagiarism, Cheating and Collusion section in the Assessment Overview of this assessment booklet.
Student instructions for Task 3
Complete all parts of the assessment below using your own words.
To begin this part, read the following email and its attachment, then complete the tasks that follow:
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To: |
You |
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From: |
Gavin Stead ([email protected]) |
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Date/time: |
Tuesday 9:41AM |
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Subject: |
Recruitment and Selection Trail Run |
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Attachment: |
Summary of Customer Satisfaction Survey Results.docx |
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To You, I have attached the latest summary of customer satisfaction results from our latest survey. Can you please review and determine possible continuous improvement opportunities? I need you to document these in a report for me. Kind Regards, Gavin Stead |
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Managing Director 300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 |
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Attachment
Summary of Customer Satisfaction Survey Results.docx
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Customer survey findings are as follows: Overall satisfaction with CBSA: 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 CBSA: 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 CBSA 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 CBSA 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
Based on the email and its attachment, you are to complete the following task:
Analyse and report on results.
You must develop a report using Microsoft Word or a similar program
Review the survey data and develop a report on the result, including 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
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Submission requirements for Task 3: Customer satisfaction report. |
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