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
2.0518 Page 2 of
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
2.0518 Page 4 of
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
2.0518 Page 5 of
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
2.0518 Page 6 of
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

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 7 of
be under a lot of pressure to get lots of orders sent out, with
little time left for training.
You have also overheard customers complaining about
dispatch times for products that they have
purchased when they call in to the sales
department.
While the online shop delivers all orders electronically to
the warehouse, phone sales are still hand delivered from
the sales office to

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 8 of
the warehouse floor. You have noticed that the person
responsible for the hand delivery often takes a long time to
print and prepare the orders as the printer is near the tea
room and others keep interrupting her to chat while she is
trying to do her work.
Instructions Work in a team (3 or 4 participants) and discuss ideas
to resolve shipping problems at BizOps.
Complete tasks 1 & 2 with your team. Your answers
must be your interpretation of the team discussions.
Questions 3 to 9 must be completed on your own (no
team discussion).
Prepare a 5 to 10-minute presentation of your ideas with
your team. Your presentation must include 6 to 8
presentation slides, which must be uploaded in Moodle
with your assessment.
An assessor will observe and mark your performance.
Resources
required
The following resources are required for this project to be
completed:
o organisational-charts.pdf
 Access to the internet
 Computer/office equipment
 Power Point slides for team presentation
You can find the ‘organisational-charts.pdf’ in Moodle
Assessment tab for this unit.
Assessm
ent
conditio
ns
Assessment will be conducted in a safe environment
where evidence gathered demonstrates consistent
performance of typical activities experienced by
individuals who make a pro-active and positive
contribution to workplace innovation.
 Computer/office equipment and resources
 relevant workplace documentation and resources
 interaction with others
Reasona
ble
adjustme
nt
If you are unable to undertake the assessment task as
designed, please speak to your assessor.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 9 of
Biz-Ops tasks & questions:
Read the information given by Sarah Voss and think of some ideas for improving the way
things are done at Biz-Ops.
Submit your ideas and presentation notes in the spaces provided.
It is particularly important to focus on the process followed in developing
your ideas, and the final improvements you suggest.
1. List your ideas for improvement, including:
a. All the problems or challenges you have identified.
b. Idea options and variations for at least two issues.
There are several problems needed to discuss:
 Online sales and the phone sales are effected hugely.
 The dispatch time perfection is very less.
 Delivery became very slow sometime.
 Administration training is very much needed for the new employee.
 New employee are irregular sometime; lack of knowledge is also a problem
 Sometimes phone sales team give negative comment, which will affect the company.
Mainly two modification is needed to recover the system properly
 The training provided by the administration needed to be polished, that is how the work
efficiency will increase. As well as the product dispatch and delivery issue will be solved.
 Those phone sales employee created bad impact for the negative comment needed to be
punished or terminated.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 10 of
c. Opinions of others in your group.
The overall employees have to be efficient properly. The performance became low if the administration and the
employee are not capable enough. So the administration have to take tuff decision for them, who are hampering
the organization. The training also needed properly to complete the achievement.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 11 of
d. Operational problems that are identified and addressed.
Operational problems:
1. The training of the phone sales team is needed properly.
2. Delivery time issue is a huge problem.
3. Package shipment is slow, that is why yearly one failure has been happened.
4. Warehouse employee’s efficiency is needed.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 12 of
e. How to implement the idea (describe the process step by step).
The Board of directors have to take decisions properly. The company has been effected for the lack of
knowledge and the awareness of the employee. That is why the directors have to plan in the proper way.
After that rules and the regulation will be delivered to the managers. Those employee who created lack
performance, they should be terminated or trained well. That is how the team performance will increase.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 13 of
f. Methods you would use to execute, review and check that the improvement
worked.
According to the process of the modification and the steps taken by the administration the
methods will be decided. This methods will help the organization to complete the task properly.
Those are:
1. One post should be included for observing the online shop and the phone sales properly.
2. Each and every month one delivery has been missed, that should be checked properly.
3. The timing of the delivery and the dispatched had been delayed for the employee, those
employee should be replaced by the efficient one. For further step, new trained recruitment
is needed in the company.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 14 of
2.Brief presentation notes that you can use to present your ideas to others.
(Create a copy of your presentation notes as a word-processed document to
use with your presentation).

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 15 of
Individual project questions (complete questions 3 to 10 on your own)
3.Provide a list of information you would collect and use when investigating the
ideas.
4.Describe the plan you would use to execute and test your ideas.
There are several information that has been gathered to complete the task:
1. The organization delivery has been delayed for the lack of consciousness of the employee.
2. The processing speed is low sometimes.
3. The administration of the company is very low, that is why the administration is needed to be
perfect.
4. The negative comment speaker employees needed to be terminated; otherwise the negative
impact will be huge in the company.
5. Customer satisfaction is needed for the organization.
6. Warehouse personal is needed to be trained properly; otherwise the problem of degradation will
There are several plans to execute the test planning:
1. Each and very changes for the new employee, one month report should be recorded.
2. Check whether the monthly loss of the organization has been reduced or not.
3. The product delivery issue have to check properly.
4. Warehouse has to be checked properly.
5. The input output of the productivity should be checked properly.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 16 of
5.List the people who need to approve your plan. Access the BizOps
organizational chart to see the structure of the organization (Find “organizational
charts” in Moodle Assessment tab).
The list of the people to needed to approve the plan:
1. Board of Directors.
2. All departments Managing Directors.
3. Sales manager and the financial managers.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 17 of
6.Provide details on the total loss of profit for one year caused by shipping
problems (according to management estimates). You will need to calculate this
number using the information in Sarah’s email.
7.Explain the role individuals have in suggesting and making workplace
improvements at BizOps.
The average for the sales is $160. The profit of the total amount is 25%. In the one month, one
product delivery has been stuck for the lack of awareness. So according to the loss amount, the
productivity will decrease. Yearly approximate 12 orders will be deducted from the total
production.
There are several points needed to improve the BizOps for the efficient activity:
The director’s decision should be tuff for the non-productive and the inefficient employee.
1. The managing directors have to be stick with the planning; further strict decision should be taken
for the employee as required.
2. The team lead and the HR recruiter should be more aware for new recruitment.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 18 of
8.Why is it important for employees to be proactive at work?
The production of the company is decreased for the lack of awareness of the company. The product
delivery has been situated failure for less time delivery. That is why proactive work is needed. The
negative comment on the sales team should be avoided. Urgent delivery should be arranged in a
new queue. Thus the other delivery team will provide the urgent work properly. It will make a huge
impact on the organization if the delivery is situated in time properly. Productivity will also
increase.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 19 of
9.Explain how you would communicate your ideas for improvement to maximize
the chances of support.
There are several way to communicate the idea:
1. The changes for the company should be delivered by the cc mail properly.
2. The mail notification will be delivered in the contact number of the employee; that new
email has been delivered.
3. The weekly meeting is needed for the proper communication.
4. The employee with the bad performance; should be marked and individually
counselling is needed.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 20 of
TASK 3: Observation
Purpose Your work performance will be documented while being
observed by your assessor.
Observation
instructions
You will be assessed while working in a team to
complete project tasks and making your presentation.
Your assessor will document your performance
according to the observation checklist below.
Resources
required
The following materials required for this
observation to be undertaken:
 Work colleagues (class members) for group work
 Office equipment and resources
Assessm
ent
conditio
ns
The assessment will be conducted in a safe simulated
environment where evidence gathered demonstrates
performance of a range of routine workplace tasks
under direct supervision or with limited individual
responsibility.
Reasonab
le
adjustme
nt
If you are unable to undertake the observation as
designed, please speak to your assessor.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 21 of
Observation Checklist
During the observation, you will be observed performing the following tasks:
identifying and predicting operational problems and developing possible
solutions
using a logical and creative ways of thinking to identify problems and seek
solutions according to the job role.
using information from a range of sources including other people to review and
select ideas to put forward.
sorting, understanding and reviewing workplace problems to generate ideas.
Collecting and studying information that may be relevant to supporting ideas.
selecting the best approach to begin sharing ideas.
Communicating ideas in the following ways:

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 22 of
 actively participating in discussions of ideas using listening and
questioning skills.
 sharing ideas and seeking input from others using clear and relevant
language.
 Seeking and considering viewpoints of others
 seeking feedback from others on the possible improvements
 following accepted practices and protocols when discussing or
presenting ideas to others.
identifying and anticipating operational problems and developing possible
solutions
using a logical and creative ways of thinking to identify problems and seek
solutions according to the job role.

ILSC Business
College:
BSBINN201
Assessment
Version
2.0518 Page 23 of
The observation thoughts are included:
 The operational problems are identified in the cases for the lack of awareness in the sales team and
the warehouse team. Both should be managed properly.
 There are main problems are identified that the product delivery delay and the negative language
used in the sales team.
 The detected issue should be removed through higher authority and good management skill.
 The drawback of the previous and executed task has been added for the execution. The sorting of
data has been recorded properly.
 There are several approaches is needed to complete the task properly. The meeting, execution of
the changes in the organization, feedback o=from the customers are recorded properly.
 The communicating of the idea is done through the counselling of the employee and emailing.
 The customer's feedback and the other employee's review is needed for the proper execution.
 The idea of the execution is recorded and presented such a way that employee will accept it
happily.
 Sharing new concept is needed for the employee.
 Listening and questioning skills are required for the proper impletion of the new idea.
 New viewpoints should be added.
 The supported idea has been selected and executed properly.