Learner Instructions 2
(Lead and implement continuous improvement)
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.
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.
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.
Deliverables:
You must:
○ documents
Quality (team continuous improvement session):
Your assessor will be looking for evidence of your ability to:
○ 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
○ 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:
○ ensuring the vocabulary, grammatical structures and conventions of the communications are appropriate for the context and target audience.
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