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BSBMGT516 Facilitate continuous improvement Assessment 2

Learner Instructions 2

(Lead and implement continuous improvement)

Performance objective

You will demonstrate the management and leadership skills and knowledge required to lead and implement continuous improvement systems and processes, particularly in the context of working with teams to identify improvement or solutions to performance or quality issues.

Assessment description

Using the simulated business information and scenario provided, along with your own planning and procedural documentation produced in Assessment 1, you will prepare for and lead a team in identifying improvements using an appropriate continuous improvement (CI) tool. You will follow communication protocols for recording and communicating continuous improvement performance and outcomes. You will then prepare a written reflection on the process of implementing continuous improvement in a team setting, and outcomes and ideas for further improvement.

Procedure

Part A: Plan and participate in a continuous improvement session (role-play)

  1. Review the following scenario:

You are a continuous improvement consultant. Australian Hardware has contracted you to analyse the business in order to propose a continuous process improvement approach, including systems and processes to improve quality and performance in a number of areas.

The approach will be used across the business, including application to areas such as:

sustainability across the organisation

revenue per customer interaction

operational costs

customer service satisfaction across product areas such as timber, plumbing and electrical, garden products, hardware, tools and homewares ● delivery lead times for customers.

You intend to trial your proposed quality systems and processes at the Wollongong store. As part of this trial, you intend to facilitate a continuous improvement session with a product area team to identify areas of possible improvement.

Depending on the continuous improvement approach you selected in Assessment

Task 1, you will use an appropriate tool to identify, for example, issues, root causes, or possible solutions. Follow procedures for conducting such sessions, including recording outcomes for later communication to stakeholders in the relevant process.

During the session, you will need to help the team to look at performance issues and coach the team to identify improvements to feed back into future planning.

After you run the session, you will need to reflect on the session, the session outcomes and your process of learning through interacting with the team.

Also, after the session, you will need to follow communication processes you developed in Assessment Task 1 to communicate outcomes to the team and relevant stakeholders.

  1. Plan your facilitation of the continuous improvement session.
  2. Talk to you assessor, who will provide you with a team scenario and coordinate team allocations.
  3. Conduct the continuous improvement session as per the procedure you developed for Assessment Task 1. Ensure you coach the team effectively:
    1. Explain the purpose of the session. Refer to performance information and relate the session to business operations and organisational/team goals.
    2. Keep the session positive and build enthusiasm for the process.
    3. Seek input for improvements using an appropriate tool and record the outcomes.
    4. Conduct session in accordance with relevant legislation, for example, safely in accordance with WHS legislation and in a non-discriminatory manner.
    5. Conduct the role-play in accordance with the deliverables and quality specifications outlined below.

Part B: Follow-up communications

  1. Develop a document or set of related documents to evidence following up from the session to communicate outcomes to relevant stakeholders. For example, you may create, depending on communication processes and strategies developed in Assessment Task 1:
    1. an email to the team or relevant management group or supplier
    2. a document, such as a flow chart, to be uploaded to the organisational intranet.
  2. Submit your follow-up communications documentation in accordance with the deliverables and quality specifications outlined below.

Part C: Written reflection

  1. Prepare a written reflection. Ensure you include:
    1. A description of the planning process you undertook to run the session and follow-up communication, including reference to the procedures followed, such as for running the session and communicating to the team.
    2. A discussion of how such a planning process should lead to effective knowledge management and incorporation of improvement into organisational future planning.
    3. A reflection on what you learned through the process of planning and running the session. What did you learn through running a team session and using CI facilitation tools that you couldn’t have learned as effectively through individual work?
    4. A reflection on your own role as a facilitator of CI through effective planning, implementation, monitoring and taking action to effect improvements.
  2. Submit your reflection in accordance with the deliverables and quality specifications outlined below.

Specifications

Deliverables:

You must:

  • plan and deliver a team continuous improvement session (e.g. rapid improvement event)
  • submit follow-up communications documentation, for example:
    • emails

○ documents

  • submit a written reflection.

Quality (team continuous improvement session):

Your assessor will be looking for evidence of your ability to:

  • facilitate effective contributions to and communications about continuous improvement processes and outcomes
  • incorporate mentoring, coaching and other support to enable people to participate effectively in continuous improvement processes
  • capture insights, experiences and ideas for improvements and incorporate them into the organisation’s knowledge management systems and future planning
  • demonstrate reading skills through interpreting and analysing workplace documentation, such as policies and procedures to facilitate session demonstrate oral communication skills by:
    • presenting information to a team of employees

○ listening and comprehending information as it arises in the team session

○ confirming understanding through questioning and active listening ● navigate the world of work through:

○ implementing strategies to enable achievement of the organisation’s goals

○ considering own role in terms of its contribution to broader goals of the organisation

  • interact with others through:
    • identifying and using appropriate communication processes

○ collaborating with others to achieve joint outcomes, playing an active role in facilitating effective group interaction and influencing direction ● get the work done through:

○ taking responsibility for achieving organisational outcomes in session

○ using analytical and lateral thinking to review current practices and develop ideas for improvement during session.

Quality (written reflection):

Your assessor will be looking for evidence of your ability to: ● learn through coaching, mentoring or training others ● get the work done through:

○ taking responsibility for achieving organisational outcomes in the session

○ using analytical and lateral thinking to review current practices and develop ideas for improvement during session.

Quality (follow-up communications):

Your assessor will be looking for evidence of your ability to:

  • demonstrate writing skills through:
    • developing communication texts related to continuous improvement processes and according to organisational requirements

○ ensuring the vocabulary, grammatical structures and conventions of the communications are appropriate for the context and target audience.