enterprise educational resource companion … · web viewdescribe organisational factors that...

Enterprise Educational Resources Companion assessment material

Enterprise Educational Resource companion assessment materialThis final assessment material has been designed for use with the following Enterprise Educational Resource book available from Amazon.com.au:

BSBINN301 – Promote innovation in a team environment (Release 1)

For trainers and assessors: The companion material may be used ‘as is’ or customised by registered training organisations (RTOs) to suit individual requirements. Note that the responsibility of ensuring that the assessment process and content complies with the Standards for RTOs 2015 requirements rests solely and entirely with the RTO using the assessment material.

For learners: Use the assessment material as a self-test before you undertake your final assessment for this unit. Use the tables 1-5 to look up the sections in the book that cover each aspect.

This summative assessment material is separated into three sections, using the following assessment methods:

Questions – to assess knowledge and understanding. Demonstration – to assess skills in either a simulated or actual workplace. This may also

include observation of skills by a third party (where applicable). Projects – to assess knowledge, understanding and skills through practical applications

or projects.

The following tables map each assessment item against the unit of competency information and the relevant section of the Enterprise Educational Resource book:

Table: 1 - Unit elements and performance criteria mapped to assessment items. Table: 2 - Knowledge evidence mapped to assessment items. Table: 3 - Performance evidence mapped to assessment items. Table: 4 - Foundation skills mapped to assessment items. Table: 5 - Dimensions of competency mapped to assessment items (most pertinent

items).

Assessment material – BSBINN301 (V1.0, Jul 2016)

© Copyright. Use permitted in accordance with the Terms of use of the website: www.enterprise-educational-resources.com

1


Questions

Learners must provide the correct response(s) to all the questions that follow.

1. Explain what is meant by innovation.2. Explain the different types of innovation.3. Explain the benefits of innovation.4. Describe the characteristics of a team that contribute to it becoming and remaining innovative.5. Describe organisational factors that contribute to a team becoming and remaining innovative.6. Explain how the kaizen approach to continuous improvement can contribute to a team becoming and remaining innovative.7. Describe the features of workplace teams that are beneficial in allowing them to become and remain innovative.8. Explain how work relationships can influence the ability of a team to become and remain innovative.9. Explain how team diversity can influence the ability of a team to become and remain innovative.10. Explain why trust and confidence between team members is necessary for a team to become and remain innovative.11. Explain why respectful communication between team members is necessary for a team to become and remain innovative.12. Describe at least two inclusive engagement communication strategies that can support a team becoming and remaining innovative.13. Describe two barriers to inclusive engagement that may prevent a team from becoming and remaining innovative.14. Describe four strategies that can be used to build rapport.15. Explain why it is important to schedule time into work plans to encourage innovation in a team.16. Describe five ways to encourage innovation in a team.17. Explain how rewards and recognition can encourage or hinder innovation in a team.18. Explain how a person’s biases, prejudices and assumptions can hinder innovation in a team.19. Describe some inclusive behaviours that people can adopt to encourage innovation in a team.20. Describe how professional development can be used to make teams more effective and innovative.21. Explain why it may be difficult to motivate some members of a team than others.22. Explain how coaching and mentoring can be used to influence the ability of a team to become and remain innovative.23. Explain how group feedback can be used to encourage innovation in a team.24. Explain how a team leader can use self-reflection to encourage innovation in a team.



2


25. Explain how negative feedback can hinder innovation in a team.26. Describe how the IDEAL model of problem solving can be applied to challenges that are raised through reflection and feedback.

Demonstration

Learners must demonstrate their ability to correctly:

(Note: If a specific volume or frequency is not stated, then evidence must be provided at least once)

1. Recognise the importance of establishing and building effective working relationships.2. Participate interactively in verbal exchanges of ideas and elicit the views and opinions of team members by listening and questioning.3. Acknowledge, respect and discuss the different ways that people may contribute to building or enhancing the team.4. Use inclusive techniques to initiate, contribute and promote discussion amongst potentially diverse team members.5. Select the appropriate form, channel and mode of communication for a specific purpose relevant to own role.6. Use clear language to clarify rules and roles relating to team activities in formal and informal situations.7. Challenge and test ideas within the team in a positive and collaborative way.8. Implement improvements and communicate them to others.9. Discuss and explore ideas with other team members on an ongoing and proactive basis.10. Discuss the challenges of being innovative in a constructive and open way.11. Reflect on outcomes and further explore one’s own and the team’s role in implementing innovation.



3


Project

Learners must correctly complete the following project based on the scenario provided:

Business overview

CanDo Enterprises is a small organisation that has a core business of selling garden plant seeds by mail order. Orders are received by telephone or through the business' web site. CanDo Enterprises competes with all businesses that sell the same products either through mail order or through shop front retail outlets. This includes large companies, nurseries and seed wholesalers.

CanDo Enterprises' customers are mostly from small rural communities where there are few or no shop front retail outlets supplying seeds. CanDo Enterprises maintains a diverse range of seed varieties to provide customers with a wide selection.

A key customer service performance objective is to dispatch product within one working day of receiving the order. Orders are prepared and sent to the Post Office by 1:00 pm each day to ensure that overnight dispatch occurs.

CanDo Enterprises has a single CEO who has the responsibility to manage the overall business. There are two supervisors who report directly to the CEO. One supervisor manages orders and dispatch, while the other supervisor manages marketing, seed stock supplies and determines the product range that will be available for sale. At peak periods, there are three people working in dispatch, but in non-peak times there are only two people. There is one person working solely in marketing and sales catalogue production. The CEO is responsible for all other aspects of the business. Outsourcing is used for accounting, web page development and management, and recruitment.

Mission statement

CanDo Enterprise is committed to:

providing high quality garden seed products providing a prompt mail order service offering a diverse range of garden seeds



4


providing personalised service employing enthusiastic staff adopting sustainable work practices undertaking continuous improvement processes.

Strategic objectives

Over the five year period from 2017-2022 CanDo enterprises has the following strategic objectives:

consolidate and expand its niche position in the garden seed retail market for small rural communities improve operational efficiency increase cash reserves to better manage peaks and troughs in demand.

Business objectives

CanDo Enterprises will focus on the following business goals in 2017 to support its five (5) year strategic plan:

Financial stability:

- Increase sales income by 10% annually- Increase profit levels from 10% of sales income to 15% of sales income- Invest 10% of current profit into supporting business plan initiatives

Market position:

- Expand product sales into one new rural region- Promote seed products on a seasonal basis to existing customers

Human resources:

- Create greater flexibility in working hours and work location

Customer service:

- Increase trading hours to accommodate after hour and weekend sales



5


- Improve telephone and on-line ordering procedures to provide improved levels of customer service

Product range:

- Undertake research to better match sales catalogue to region, climate and season- Remove products from range that make a net loss

Operational plan 2017

A customer service item from the CanDo Enterprises operational plan for 2017 is outlined in the table below. This item supports specific strategic and business objectives and is to be implemented using innovative processes that are initiated and developed at a work team level.

Activity Improve telephone and online ordering procedures to provide improved levels of customer service

Objective Change the telephone and online ordering procedures to improve overall customer satisfaction.

Outcome When making online or phone orders, customers are to experience a prompt, efficient and friendly service. The aim is to have zero customer dissatisfaction from the online and phone ordering process.

How will it be done? Use innovative processes adopting the kaizen principle.

Responsible person Dispatch supervisor and dispatch team.

When? Autumn 2017

Budget $2000

Performance indicator Improved online a phone ordering procedures in place by July 31, with procedures in place for ongoing continual improvement.



6


Resource assumptions The assumptions that can be used with these operational plans are:

Staff involved are an overhead cost and their time will be estimated, but not attributed to the budget allocation The cost of CEO labour is $50.00 per hour. The cost of supervisor labour is $40.00 per hour. The cost of dispatch staff labour is $35.00 per hour. Commencement date is April 1st.

Learners must correctly complete the following project:

Put yourself in the position of the person responsible for leading a team to implement this operational plan item (i.e. the Dispatch supervisor).

1. Prepare a presentation for your work team that:

- outlines the principles of kaizen and explain how this approach applies the principles of innovation- why it is beneficial for the team to use innovative processes in implementing this plan.

2. The people in the dispatch team have been working together for a number of years and are very effective as a team. They each perform their individual work role and assist each other in busy periods. They socialise both at work and outside of work and there is no internal conflict team conflict. They enjoy their work and understand the need for the organisation to continually change and improve to remain competitive. They often discuss the work problems they experience and on odd occasions have solved these problems themselves without necessarily consulting with the team leader. They have never been given the responsibility of implementing an operational plan item and have never been asked to be innovative or to contribute to developing new work procedures. Prepare a list of attributes that this team may have which would contribute to its ability to be innovative.

3. Analyse the organisational and operational plan requirements of the scenario in more detail and prepare a list of suggestions on what outcomes need to be achieved. Now add your ideas about how these could be met. Your ideas should be suitable for others to use as



7


starting points for discussion and debate.4. Outline what strategies you could use as a team leader to encourage team members to contribute innovatively.5. Prepare a list of ground rules for your team that would allow it to operate effectively and at the same time, contribute to it becoming and

remaining innovative.6. Prepare a list of strategies which could be used to encourage the team to be innovative.7. Prepare a schedule of activities and tasks that the team would need to undertake in order to implement this operational plan item (see

section 4.8 of the Enterprise Educational Resource book BSBINN301 – Promote innovation in a team environment for a sample format). Include times for thinking, challenging and collaboration in the schedule.

8. Prepare a presentation for the team which outlines how the operational plan item will be implemented using innovative processes. This presentation should be based on the information supplied in 3, 4, 5, 6 and 7 above.

9. During the implementation of the new phone order procedures, it is evident that there are occasionally not enough staff or phones to deal with the number of calls that are being received. There are no funds available for additional staff. Use the IDEAL model of problem solving (see section 6.2 of the Enterprise Educational Resource book BSBINN301 – Promote innovation in a team environment) to determine a suitable solution for this problem. Document each stage of the process by:

- identifying the problem- defining the problem- examining the options.

Prepare a written improvement proposal to submit to the CEO with your recommendation solution for this problem.



8


Table: 1 - Unit elements and performance criteria mapped to assessment items

Elements and performance criteriaLearner resource book section number & name

Questions Demonstration Project

1 Create opportunities to maximise innovation within the team1.1 Evaluate and reflect on what the team needs and wants to achieve

1.1 What is innovation? 11.2 Organisation approaches to innovation

1.2 Check out information about current or potential team members’ work in the context of developing a more innovative team

2.1 Teams

22.2 Group dynamics2.3 Work relationships2.4 Team diversity

1.3 Bring people into the team or make suggestions for team members based on what needs to be achieved and the potential for cross fertilising ideas

2.5 Consultation

32.6 Active listening

1.4 Acknowledge, respect and discuss the different ways that people may contribute to building or enhancing the team

3.1 Communication responsibilities of leaders

4

3.2 Communicate with respect3.3 Inclusive engagement3.4 Recognise and manage communication barriers3.5 Building team rapport



9




2 Organise and agree effective ways of working2.1 Jointly establish ground rules for how the team will operate

4.1 Team and group attributes5

4.2 Team rules2.2 Agree and communicate responsibilities in ways that encourage and reinforce team-based innovation


4.3 Innovation principles and techniques

2.3 Agree and share tasks and activities to ensure the best use of skills and abilities within the team

4.3 Innovation principles and techniques 6

2.4 Plan and schedule activities to allow time for thinking, challenging and collaboration

4.3 Innovation principles and techniques74.5 Innovation proposals

4.6 Innovation example2.5 Establish personal reward and stimulation as an integral part of the team’s way of working


4.4 Rewards and recognition

3 Support and guide colleagues3.1 Model behaviour that supports innovation 5.1 Modelling behaviour 18, 19

3.2 Seek external stimuli and ideas to feed into team activities

5.2 Professional development20, 21, 225.3 Motivation

5.4 Coaching and mentoring3.3 Proactively share information, knowledge and experiences with other team members

5.5 Providing information to the workgroup 8

3.4 Challenge and test ideas within the team in a positive and collaborative way

2.5 Consultation7

2.6 Active listening3.5 Proactively discuss and explore ideas with other team members on an ongoing basis

2.5 Consultation9




10




4 Reflect on how the team is working4.1 Debrief and reflect on activities and on opportunities for improvement and innovation

6.1 Feedback 23, 24, 25

4.2 Gather and use feedback from within and outside the team to generate discussion and debate

6.2 Problem solving 26

4.3 Discuss the challenges of being innovative in a constructive and open way

2.5 Consultation112.6 Active listening

3.3 Inclusive engagement4.4 Take ideas for improvement, build them into future activities and communicate key issues to relevant colleagues

6.3 Follow up actions9

6.4 Improvement recommendations

4.5 Identify, promote and celebrate successes and examples of successful innovation

6.3 Follow up actions9

6.4 Improvement recommendations



11


Table: 2 – Knowledge evidence mapped to assessment items

Knowledge evidenceLearner resource book section number & name


Explain what innovation is, the different types of innovation and the benefits of innovation

1.1 What is innovation? 1, 2, 3

Describe the internal and external factors that contribute to a team becoming and remaining innovative including: team characteristics

1.2 Organisation approaches to innovation 4

Describe the internal and external factors that contribute to a team becoming and remaining innovative including: the role of group dynamics and diversity

2.1 Teams

7, 8, 9, 102.2 Group dynamics2.3 Work relationships2.4 Team diversity

Describe the internal and external factors that contribute to a team becoming and remaining innovative including: broader environmental factors

1.2 Organisation approaches to innovation 5, 6

Explain how activities can encourage or hinder innovation in a team including: allocation of time and activities

4.3 Innovation principles and techniques 15, 16

Explain how activities can encourage or hinder innovation in a team including: modelling behaviour

5.1 Modelling behaviour 18, 19



12


Knowledge evidenceLearner resource book section number & name


Explain how activities can encourage or hinder innovation in a team including: rewards and recognition


4.4 Rewards and recognition

Explain how activities can encourage or hinder innovation in a team including: communications


11, 12, 13, 14

3.2 Communicate with respect3.3 Inclusive engagement3.4 Recognise and manage communication barriers3.5 Building team rapport

Explain how activities can encourage or hinder innovation in a team including: feedback

6.1 Feedback 23, 24, 25



13


Table: 3 – Performance evidence mapped to assessment items

Performance evidenceLearner resource book section number & name


Apply practices that promote innovation within a team including: modelling open and respectful communications


11, 12, 13, 143.2 Communicate with respect3.3 Inclusive engagement3.4 Recognise and manage communication barriers

Apply practices that promote innovation within a team including: contributing to the make-up and rules of the team


4.2 Team rules

Apply practices that promote innovation within a team including: planning and scheduling of activities

4.6 Innovation example 7

Apply practices that promote innovation within a team including: reflecting on activities, feedback and challenges to identity improvement options

6.1 Feedback

23, 24, 25, 26 96.2 Problem solving6.3 Follow up actions6.4 Improvement recommendations

Encourage others to contribute to innovation in the team

2.5 Consultation4

2.6 Active listeningImplement improvements and communicate about them.

2.5 Consultation8 8




14


Table: 4 – Foundation skills mapped to assessment items

Foundation skillsLearner resource book section number & name


Reading: Interprets and analyses textual information, from a wide range of sources, to identify information relevant to team activities

2.1 Teams

1, 22.2 Group dynamics2.3 Work relationships2.4 Team diversity

Writing: Uses clear language and formats appropriate for the audience to highlight and present specific information

4.5 Innovation proposals 7

Oral Communication: Actively participates in verbal exchanges of ideas and elicits the views and opinions of team members by listening and questioning

2.5 Consultation2


Oral Communication: Uses clear language to clarify rules and roles relating to team activities in formal and informal situations


4.2 Team rules

Numeracy: Interprets numeric information relevant to team activities


Navigate the world of work: Understands the nature and purpose of own role and how it affects others in the work context

2.1 Teams7

2.2 Group dynamics

Foundation skills Learner resource book section number & Questions Demonstration Project



15


nameInteract with others: Uses inclusive techniques to initiate, contribute and promote discussion amongst potentially diverse team members

3.2 Communicate with respect4

3.3 Inclusive engagement

Interact with others: Recognises the importance of establishing and building effective working relationships

2.3 Work relationships1

2.4 Team diversity

Interact with others: Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role

3.1 Communication responsibilities of leaders 5

Get the work done: Plans, sequences and prioritises tasks for efficient and effective outcomes


Get the work done: Contributes to continuous improvement of current work practices by applying basic principles of analytical and lateral thinking

1.2 Organisation approaches to innovation 4, 5, 6

Get the work done: Uses problem-solving processes to address less predictable problems, and when appropriate, seeking input from others

6.2 Problem solving 9

Get the work done: Reflects on outcomes and further explores own and the team’s role in implementing innovation

6.1 Feedback 10



16


Table: 5 - Dimensions of competency mapped to assessment items (most pertinent items)



Dimensions of competency Questions Demonstration Project

Task skills 8 5, 8Task management skills 23, 24, 25 7Contingency management skills 9Job role/environment skills 1, 2, 3, 4, 5 1, 2, 3, 4, 5 1, 2

17

enterprise educational resource companion … · web viewdescribe organisational factors that...

Documents