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BSBMGT516 Facilitate continuous improvement – Assessment © Cengage Learning Australia 2016 1 Assessment BSBMGT516 Facilitate continuous improvement PROPERTY OF CENGAGE LEARNING AUSTRALIA. SAMPLE COPY ONLY. NOT FOR SALE, COPY OR DISTRIBUTION.

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Page 1: u v - cengage.com.au BSBMGT516_assessment.pdf · ^ D'd ñ í ò & ] o ] } v ] v µ } µ ] u } À u v t u v v P P > v ] v P µ o ] î ì í ò í

BSBMGT516 Facilitate continuous improvement – Assessment

© Cengage Learning Australia 2016 1

Assessment BSBMGT516 Facilitate continuous improvement

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BSBMGT516 Facilitate continuous improvement – Assessment

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Student assessment cover sheet When submitting an assessment piece for marking, please fill in this form and attach it to the front of each assessment piece submitted. Please ensure that: assessments are either typed or in legible handwriting all assessment tasks have been completed this assessment cover sheet has been signed and dated. Note: We take no responsibility for lost or missing assessment submissions, and will not return submissions once they are marked. If you wish to keep a copy for your records, please make a copy before you post your submission. Details

Full name: Postal address: Phone: Email: Unit code: BSBMGT516 Unit name: Facilitate continuous improvement

I hereby certify that this assessment is my own work, based on my personal study and/or research. I have acknowledged all material and sources used in the presentation of this assessment whether they are books, articles, reports, Internet searches or any other document or personal communication. I also certify that the assessment has not previously been submitted for assessment in any other subject or at any other time in the same subject and that I have not copied in part or whole or otherwise plagiarised the work of other students or any other person. Signature: Date:

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Introduction In this document, you will find the tasks you need to complete to become competent in this unit. Unit description 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. Assessment methods There are three assessment methods used for this unit of competency:

Written questions Project Interview All assessments must be completed for a participant to have successfully completed this unit. Assessment tool definitions

Assessment tool How is it used? Written questions (to be completed in full) Each student must complete all of the written questions contained within this assessment paper. Project (to be completed in full) The project follows the written questions, and is usually done after completing them. The project is an extended piece of work that should result in a detailed report. Interview (to be completed as required by your assessor) The assessor conducts the interview after they have reviewed the first two assessment items. The interview is designed to check your understanding of any concepts or applications that may have not been answered completely in the other two assessments. The questions and your answers are recorded as part of this document.

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Assessment matrix Elements and performance criteria Written

Questions Project Interview

1. Lead continuous improvement systems and processes 1.1 Develop strategies to ensure that team members are actively encouraged and supported to participate in decision-making processes, assume responsibility and exercise initiative as appropriate

1 1c, 2a

1.2 Establish systems to ensure that the organisation’s continuous improvement processes are communicated to stakeholders 2 1e, 2e

1.3 Ensure that change and improvement processes meet sustainability requirements 3 2f 1.4 Develop effective mentoring and coaching processes to ensure that individuals and teams are able to implement and support the organisation’s continuous improvement processes

4 2c

1.5 Ensure that insights and experiences from business activities are captured and accessible through knowledge management systems 5 1a-f

2. Monitor and adjust performance strategies 2.1 Develop strategies to ensure that systems and processes are used to monitor operational progress and to identify ways in which planning and operations could be improved

6 2d

2.2 Adjust and communicate strategies to stakeholders according to organisational procedures 7 2e 3. Manage opportunities for further improvement 3.1 Establish processes to ensure that team members are informed of outcomes of continuous improvement efforts

8 2e 3.2 Ensure processes include recording of work team performance to assist in identifying further opportunities for improvement

9 2d, 3a 3.3 Consider areas identified for further improvement when undertaking future planning 10 3b PROPERTY OF CENGAGE LEARNIN

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Written questions Question 1 Performance criteria

Develop strategies to ensure that team members are actively encouraged and supported to participate in decision-making processes, assume responsibility and exercise initiative as appropriate

1a 1b

Refer to page 584 of Management. Briefly explain three ways in which you can help your team members take more initiative in their roles. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Reflect on your role, or one that you are familiar with. In what ways does your manager assist you to take more responsibility and use initiative in this role? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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Question 2 Performance criteria

Establish systems to ensure that the organisation’s continuous improvement processes are communicated to stakeholders

2a 2b

Refer to page 769 of Management. One reason that continuous improvement is important in the contemporary workplace is the need to move to more environmentally sustainable work processes. Briefly explain why consulting with stakeholders is important in relation to these improvements. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Reflect on your workplace, or one that you are familiar with. Briefly explain how improvements to work processes are communicated to internal and external stakeholders. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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Question 3 Performance criteria

Ensure that change and improvement processes meet sustainability requirements

3a 3b

Refer to page 764 of Management. Outline the reasons why sustainability is a driver of change and improvement in organisations. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Reflect on your organisation, or one that you are familiar with. Outline three recent improvements that have been implemented to improve environmental sustainability. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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Question 4 Performance criteria

Develop effective mentoring and coaching processes to ensure that individuals and teams are able to implement and support the organisation’s continuous improvement processes

4a 4b

Refer to page 409 of Management. The role of ‘knowledge worker’ is rapidly growing in the contemporary workplace, and is often linked to change and improvement in an organisation’s processes. How is this role best mentored in comparison to a manufacturing line worker? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Reflect on your organisation, or one that you are familiar with. Outline the mentoring and/or coaching processes that exist in this organisation and explain how they contribute to continuous improvement. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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Question 5 Performance criteria

Ensure that insights and experiences from business activities are captured and accessible through knowledge management systems

5a 5b

Refer to page 576 of Management. Briefly explain what benchmarking is and how it contributes to improving work processes. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Reflect on your organisation, or one that you are familiar with. How are past experiences captured and used to inform improvements to work processes? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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Question 6 Performance criteria

Develop strategies to ensure that systems and processes are used to monitor operational progress and to identify ways in which planning and operations could be improved

6a 6b

Refer to page 570 in Management. What is a quality improvement team? Why are they an effective strategy for looking at an organisation’s operations? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Reflect on your organisation, or one that you are familiar with. How are opportunities for improvement identified and prioritised? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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Question 7 Performance criteria

Adjust and communicate strategies to stakeholders according to organisational procedures

7a 7b

Refer to page 693 of Management. Briefly explain why communication is so important when introducing changes to work processes. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Reflect on your organisation, or one that you are familiar with. How are continuous improvement strategies communicated to internal and external stakeholders? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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Question 8 Performance criteria

Establish processes to ensure that team members are informed of outcomes of continuous improvement efforts

8a 8b

Refer to page 575 of Management. What is an ‘after action review’? How could conducting after action reviews help your team work with continuous improvement? ------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Reflect on your workplace, or one that you are familiar with. Outline the process/es by which team members are informed about the effectiveness of changes that are implemented to work processes. ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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Question 9 Performance criteria

Ensure processes include recording of work team performance to assist in identifying further opportunities for improvement

9a 9b

Refer to page 568 in Management. Apart from simply making changes, why is it important to monitor the results of a change? What happens if a change does not deliver an operational improvement? ------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Reflect on your workplace, or one that you are familiar with. How is work performance measured and recorded? How does this help the organisation find ways to improve work processes? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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Question 10 Performance criteria

Consider areas identified for further improvement when undertaking future planning 10a 10b

Refer to page 573 of Management. Briefly explain how data gathering supports the implementation of a system such as Six Sigma. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Consider your organisation, or one that you are familiar with. Outline the planning process for the next 12 months. How are areas for improvement identified and incorporated into this planning process? If they’re not, suggest a way in which they could be. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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The project Context You are required to develop a system and process for your workplace that supports

continuous improvement in the organisation’s operations. The final report should be structured so it can be handed to management and potentially implemented by the organisation.

Range and conditions

This project should be conducted in the workplace, with the support of your manager or supervisor. The resulting report document must address all of the questions listed. It is expected that the final document will not be less than 1500 words in length.

Materials and resources required

Access to: a computer a printer the Internet, for research.

Reasonable adjustments

In the event that you have difficulty understanding the assessment tasks due to language or other difficulties, your trainer will attempt to make reasonable adjustments to the assessment paper to give you every opportunity to achieve competency.

Decision-making rules

You will be assessed on your ability to: identify work activities that can benefit from continuous improvement processes identify and develop systems and strategies that support continuous improvement identify and develop communication methodologies that support implementation of continuous improvement strategies identify and develop performance management processes that support implementation of continuous improvement strategies identify and develop processes around workplace learning that that support implementation of continuous improvement strategies.

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Project

This project requires you to examine a key activity that involves customer service in your workplace and reflect on how a continuous improvement culture could affect this activity. Customers can be internal or external, but the project must focus around what the organisation actually does. For this assessment, you will produce a final report. This report must address the following questions and points, and you may use these questions and points as headings to help you write the report. The report should also be handed to your manager or supervisor to be considered for the ongoing operations of the organisation. 1. Describe the work activity including the following: a. What is the activity b. Who is involved c. How decisions are made d. How performance is measured e. How communication is managed f. Challenges the activity presents to team members 2. Identify the following: a. How team members could be more involved in decision making and other aspects of the activity b. Ways the work activity could be reviewed c. What skill development is required among team members to facilitate improvements to the activity and how this skill development could be delivered d. Ways in which performance management could be improved e. Ways in which changes to the work activity could be communicated to stakeholders f. Ways in which the work activity could be improved to provide better sustainability outcomes 3. Reflecting on your answers to section 2: a. Outline how could you ensure that the steps listed in section 2 are done regularly? b. Describe how you could apply this learning to other activities in the workplace (use at least two other activities)

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The project – Assessor instructions and checklist These instructions must be followed when assessing the student in this unit. In setting up this assessment, please: 1. Set a date for this assessment and advise students of the topic. 2. Hand out and explain the assessment, and allow opportunities for questions. 3. Assess the candidates’ submissions or observations as per instructions in this document. 4. Use this checklist when assessing the students in this task. This checklist is to be completed for each student.

In responding to the assessment, the student is able to: Yes No Identify work activities that can benefit from continuous improvement processes Identify and develop systems and strategies that support continuous improvement Identify and develop communication methodologies that support implementation of continuous improvement strategies Identify and develop performance management processes that support implementation of continuous improvement strategies Identify and develop processes around workplace learning that support implementation of continuous improvement strategies

Written documents attached Comments: Result of this assessment: Successful Not successful

Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Signature: Date:

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The interview Assessment instructions The final assessment will involve a one-on-one interview with your trainer. The trainer will ask you questions designed to fill any gaps in your competency levels after completing assessments 1 and 2. Evidence required Record of competency conversation with trainer. Range and conditions No special requirements Materials and resources required

No special requirements

Assessor intervention Your assessor will go through the assessment instructions with the class before you begin. You may ask questions at any point during the completion of the assignment prior to submission. Reasonable adjustments In the event that you have difficulty understanding the assessment tasks due to language or other difficulties, your trainer will attempt to make reasonable adjustments to the assessment paper to give you every opportunity to achieve competency. Decision-making rules No special arrangements Question: Response 1. 2. 3. 4. 5. Result of this assessment: Successful Not successful

Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback

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Assessor’s competency checklist This section is to be completed by the assessor and used as a final record of student competency. All student submissions including any associated checklists and coversheets are to be attached to this cover sheet before placing on the student’s file. Student results are not to be entered onto the student database unless all relevant paperwork is completed and attached to this form. Student name: Student ID: Unit code: BSBMGT516 Unit name: Facilitate continuous improvement Please attach the following student evidence to this form Successfully completed Assessment 1 Questions Yes No Assessment 2 Project Yes No Assessment 3 Interview Yes No

Final assessment result for this unit C / NYC Student feedback: Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Signature: Date:

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