BSBINN201 | Contribute to Workplace Innovation

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 1 of
BSBINN201 Contribute to workplace
innovation
ASSESSMENT COVER SHEET
Student ID Student Name
First Name:
Last Name:
Student’s declaration:
By submitting this assessment, you are acknowledging and agreeing to the following
conditions: Please check each item in the box, if you agree.
I have read and understood the details of the assessment.
I have been informed of the conditions of the assessment and the appeals process
and understand I may appeal if I believe the assessment is not equitable, fair or
just.
I agree to participate in this assessment, and I am ready to be assessed.
I declare that the attached is my own work or in collaboration with other
members of a group as required.
I have acknowledged all sources where appropriate in accordance with ILSC’s
Academic Integrity Policy, and I believe other group members have done the
same.
Submitting your assessment: Complete all assessment tasks, save, and upload in Moodle
for grading. Please view the videos on submitting work through Moodle in the FAQ section of
your VET Orientation course. Check Moodle grades and feedback on your submission. You will
receive an email notification when your assessment has been graded.
Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each
box. Refer to the assessor's handbook for further information if required.
Authentic: The assessor is assured that the evidence presented for assessment is
the learner’s own work.
Valid: The assessor is assured that the learner has the skills, knowledge and
attributes as described in the module or unit of competency and associated

ILSC Business
College:
BSBINN201
Assessment
Version
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assessment requirements.
Current: The assessor is assured that the assessment evidence demonstrates
current competency. This requires the assessment evidence to be from the
present or the very recent
past.
Sufficient: The assessor is assured that the quality, quantity and relevance of the
assessment evidence enable a judgement to be made of a learner’s competency.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 3 of
How to work through your assessment
Your assessment is designed to assess your performance of competency for the unit
BSBINN201 Contribute to workplace innovation, Release 1. Your assessor will help you
fully understand assessment requirements for this unit.
The features of this assessment are detailed in the following table.
Feature of the
assessment
resource
Explanation
Assessment
information and
scope
This unit describes the skills and knowledge required to
make a pro- active and positive contribution to
workplace innovation.
It applies to individuals working in any industry or
community context, in both small and large
organizations who take a pro-active approach to
identifying, suggesting and developing ideas about
better ways of doing things at a practical operational
level in a specific area of activity.
The key outcomes are:
 Identify opportunities to do things better
 Discuss and develop ideas with others
 Address the practicalities of change
Assessment
overview
To demonstrate competency, you must successfully
complete all three assessment tasks.
Task 1: Online Moodle Quizzes
Task 2: Team Project & Presentation: Implementing
new ideas at Biz-Ops Enterprises
Task 3: Observation
Complete the
following tasks
 Task 1: Online Moodle Quizzes
Complete your Moodle quizzes online for each topic. You
will demonstrate knowledge of the unit requirements in
your responses. These quizzes are self-marking.
 Task 2: Team Project & Presentation:
Implementing new ideas at Biz-Ops Enterprises.
You will be demonstrating the required skills and
knowledge by completing a team-based project and
presentation.
 Task 3: Observation
Your performance will be documented while being
observed by your assessor in a simulated off-the-job
situation that reflects the workplace.

ILSC Business
College:
BSBINN201
Assessment
Version
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TASK 1 – Online Quizzes
Complete the following quizzes on Moodle:
o Topic 1 Online Quiz
o Topic 2 Online Quiz
o Topic 3 Online Quiz
TASK 2 – Team Project &
Presentation: Implementing new ideas at
BizOps Enterprises
Purpose You will demonstrate the skills and knowledge to take a
pro-active approach to identifying, suggesting and
developing ideas about better ways of doing things at a
practical operational level by completing a scenario-based
project and presentation as part of a team.
Task overview
and context
You and your team members receive an email from
Sarah Voss, Customer Service Manager.
Subject: Addressing customer complaints
Hello,
As you know, you have been working in the general
administration team for some time, Biz-Ops Enterprises is a
medium-sized organization that sells a range of exclusive
products via an online shop and phone sales. Efficient
packaging and dispatch of goods is very important to our
business.
However, we have had a number of complaints and the
BizOps management team estimate that we are losing at
least one order a month where the customer cancels
because an item has not been dispatched on time. The
problem is starting to have a large impact on our phone
sales. An average sale is $160, with a profit margin of 25
per cent.
You have recently changed roles to provide further
administration support between the sales team
and warehouse team in relaying orders and

ILSC Business
College:
BSBINN201
Assessment
Version
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processing delivery records. As part of your new
role, I would like you to read the three (3) documents I
have provided, and respond to the tasks listed in the
‘BizOps tasks’ section below and discuss your ideas as
a team.
Kind regards,
Sarah Voss
Customer Service Manager

ILSC Business
College:
BSBINN201
Assessment
Version
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Documents Document 1: Dispatch process
Sarah,
You asked for a description of the process that we follow
through to dispatch once customer orders are taken on the
phone. You say that there are, on average, two complaints
per week received from customers that their order was not
dispatched ‘same day’ as promised.
When phone sales are taken, customers are guaranteed
‘same day dispatch’ if the products are in stock and the
order is taken by 3 pm. The warehouse ‘pick and pack’
operations close at 4 pm and final dispatches leave at 4.30
pm. A standard order takes approximately 30 minutes to
process, while a special order may take up to one hour.
Document 2: Customer complaint
Dear BizOps,
I recently ordered a product as a gift for my wife. I wanted
the gift delivered quickly to arrive in time for her birthday.
When I explained this to the sales assistant on the phone,
she said that the product would be dispatched ‘same
day’. It did not, however, arrive until two days later
and I did not have it for her birthday.
I am not sure what has gone wrong, but I suggest BizOps
investigates this matter because delivery time is very
important to customers. I am disappointed that your staff
gave me the wrong information, and I won’t be ordering
from you again.
Peter Davies
Document 3: Comments and ideas you have gathered
“Managers have commented that the new warehouse
personnel do not know the product range very
well.”
“The warehouse staff seem to be so disorganised. Every
time I take a phone order over there and ask them if we
have the item in stock, the new staff just look at you. A lot
of them don’t know what our products are, or where to find
them. It really slows dispatch times.”
You have noticed that the phone sales team, with
whom you have been working, have started to make
frequent negative comments about how
disorganised the warehouse team are. They are
frustrated because they do not like their customers
being unhappy.
You personally think that recently, there seem to be a lot of
new employees in the warehouse, as BizOps has been
growing quickly. You are not sure if the warehouse
personnel do the same induction training that the
sales and office team undertake. They always seem to