BSBMGT403 Implement Continuous Improvement Learner Workbook

This Learner Workbook provides the foundation for becoming competent in BSBMGT403 Implement Continuous Improvement. It includes assessment criteria, foundation skills, assessment requirements, and an assessment tool definition list. The unit requires implementing continuous improvement systems and processes, monitoring and reviewing performance, and providing opportunities for further improvement. The workbook also includes observation and third-party checklists, as well as practical tasks and case studies. Re-assessment is allowed up to two attempts. The unit requires evidence of implementing continuous improvement systems, mentoring and coaching, effective communication, applying continuous improvement to customer services, and managing records and reports.

BSBMGT403
Implement Continuous
Improvement
Learner Workbook
STUDENTS NAME___________________________________
DATE: 24TH AUGUST 2018

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Assessment criteria for BSBMGT403
Implement continuous improvement
In this document, you will find the foundation of what is required to become competent in this unit. For
further information on each element, you can refer to the Assessment Matrix. Included in this document
are the elements for the unit, foundation skills, assessment requirements as well as an assessment tool
definition list and the crucial observation and third-party check lists. As well as all the areas covered here,
each student must also complete all workbook activities, case studies and major activities, where stated,
to become competent within this unit.
NOTE – Re-assessment:
Students will have a maximum of two (2) reassessments attempts if competency is not achieved in the first
instance.
The final grade of ‘C’ for Competent or ‘NC’ for Not Competent is only given at the completion of the unit
of competency when all components or parts of the assessment are graded as ‘S’ for Satisfactory.
Unsatisfactory results are marked as NS.
Elements for Competency Demonstration
Elements for Competency Assessment:
1. Implement continuous improvement systems and processes
2. Monitor and review performance
3. Provide opportunities for further improvement
Performance Evidence:
Evidence of the ability to:
 Implement continuous improvement systems and provide mentoring and coaching
support to enable individuals and teams to participate in decisions, take responsibility,
show initiative and implement improvement processes
 Implement processes to inform team members about savings and productivity/service
improvements achievements
 Communicate effectively to support the continuous improvement system and
implementation of improvements
 Apply continuous improvement to customer services including internal and external
customers
 Implement, monitor and adjust improvement plans, processes and procedures to improve
performance
 Document performance to identify further opportunities for improvement

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 Manage records and reports within the organisation’s systems and procedures.
Foundation Skills:
Reading
 Evaluates and integrates facts and ideas to construct meaning from a range of text types
to implement continuous improvement systems and processes
Writing
 Selects vocabulary, grammatical structures and conventions appropriate to text
 Researches, plans and prepares continuous improvement documentation for relevant
stakeholders
Oral Communication
 Participates in a variety of spoken exchanges with a range of audiences using structure
and language to suit the audience
Navigate the world of work
 Monitors adherence to organisational policies and procedures and considers own role in
terms of its contribution to broader goals of the work environment
Interact the work of others
 Selects and uses appropriate conventions and protocols when communicating with
diverse individuals to seek or share information
 Collaborates with others to achieve joint outcomes, playing an active role in facilitating
effective group communication, influencing direction and taking a leadership role on
occasion

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Knowledge Evidence:
To complete the unit requirements safely and effectively, the individual must:
 Give examples of continuous improvement processes
 List typical areas of need for coaching and mentoring to support continuous improvement
 Explain how change management techniques can support continuous improvement and
initiative
 Identify the organisation’s systems and data that can be used for benchmarking and
monitoring performance for continuous improvement.
Assessment Conditions:
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent
performance of typical activities experienced in the management and leadership field of work and include
access to:
 Relevant workplace documentation and resources
 Case studies and, where possible, real situations
 Interaction with others.
Assessors must satisfy NVR/AQTF assessor requirements.
Links:
Companion volumes available from the IBSA website: http://www.ibsa.org.au/companion_volumes -
http://www.ibsa.org.au/companion_volumes

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Any observations and practical assessments must be recorded in the observation checklist. All practical
tasks should be demonstrated during the length of the course. As the instructor, you must maintain a
record demonstrating the date of the practical activities and any comments relevant to the performance of
each student. Where a student is not able to demonstrate competence in a practical observation activity,
further questioning should be put in its place.
As the instructor, you could be assessing the student’s literacy, numeracy and language skills, as well as
the content and context of his/her answers.
In some cases, you will have to adjust and amend the assessment tools, using different and varied
methods (such as oral assessment), to allow students to be assessed according to their needs and abilities.

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Assessment Tool Definitions
Assessment Tool How is it used? What is it?
Learner Workbook Activities
(Entire completion is required)
Each student should be given a Learner Workbook which will
hold several activities, both formative and summative, that all
need to be completed in conjunction with the appropriate
sessions. The PowerPoint, Learner Guide and instructor
should provide further information to help with the activities.
Observation/Demonstration
(To be completed for each numbered point as
stated on the checklist)
An observation should be completed for each of the students
by the instructor. If the tasks aren’t everyday actions, a
simulated environment is acceptable, or a demonstration can
be set up. An observation checklist can be found at the end of
this document.
Major Activity
(Entire completion is required)
A Major Activity is a summative assessment and can be found
in the Learner Workbook, after all the activities are
completed. This is an extended piece of summative
assessment which should take anywhere between 1-2 hours
and every student should complete this work. It is a
requirement for each unit to check knowledge and
understanding.
Skills and Knowledge Activity
(Entire completion is required)
A Skills and Knowledge Activity is a summative assessment
and is found before the Major Activity in the Learner
Workbook. This should take between 1-2 hours and every
student should complete this work. It is a requirement for
each unit to check knowledge and understanding of the
foundation skills and knowledge evidence.
Third Party
(To be completed for each numbered point as
stated on the checklist)
A Third-Party checklist is very similar to an Observation
Checklist in its format, but it can be completed by someone
who works with the learner and has witnessed them
completing tasks which coincide with the elements of the
unit. The checklist can be found at the end of this document.
Case Study
(Entire completion is required)
Not all units will have Case Studies but those that do will be
clearly stated within the PowerPoint and the Learner
Workbook. It will appear as any other activity, but it will be
named ‘Case Study’ and will provide an example of a possible
real-life situation for the learner to read, interpret and then
answer questions on.
Learner Guide
(To be used as an informational guide)
The Learner Guide links with the Learner Workbook as it
provides the information given during sessions and more. It
can help students to further their knowledge and to also
complete the activities.
Evidence Document
(Not a necessity for completion of unit but can be
used as an aid or to collect further evidence)
The Evidence Document lists all the Elements and
Performance Criteria with an area for written reports etc, to
add evidence to the student’s portfolio. It can be used for any
of the performance criteria, especially those which may not
have been covered by any other assessment tool. The student
can circle several the criteria that they may feel they need
further evidence of or it can be used as a guide for completing
further Observations and Third-Party reports.

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Observation/Demonstration
Throughout this unit, the learner will be expected to show their competency of the elements through
observations or demonstrations. The observations and demonstrations will be completed as well as the
formative and summative assessments found in the Learner Workbook. An explanation of demonstrations
and observations:
Demonstration is off-the-job
A demonstration will require:
 Performing a skill or task that is asked of you
 Undertaking a simulation exercise
Observation is on-the-job
The observation will usually require:
 Performing a work-based skill or task
 Interaction with colleagues and/or customers
The observation/demonstration will take place either in the workplace or the training environment,
depending on the task to be undertaken and whether it is an observation or demonstration. Each task
must be observed. You will need to ensure you provide the learner with the correct equipment and/or
materials to complete the task. You will also need to inform the learner of the time they have to complete
the task; this will once again vary, depending on the task.
Learner should be able to demonstrate they can:
 Implement continuous improvement systems and processes
 Monitor and review performance
 Provide opportunities for further improvement
Learners should also demonstrate the following skills:
 Reading
 Writing
 Oral Communication
 Navigate the world of work
 Interact the work of others

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Observation/Demonstration Checklist
Candidate’s Name
Assessor or Observer’s Name DHARNA VYAS
Unit of Competence
(Code and Title) BSBMGT403 Implement Continuous Improvement
Date of Assessment 24TH AUGUST 2018
Location 75 Gozzard Street, Gungahlin 2912 ACT, Australia
Demonstration Tasks
Materials and Equipment
Tasks to be observed, demonstrated or simulated
if appropriate
Yes No Comment
1. Implement Continuous Improvement
Systems and Processes:
Did the learner demonstrate they
could implement systems to ensure
that individuals and teams are actively
encouraged and supported to
participate in the decision-making
processes, assume responsibility and
exercise initiative?
2. Implement Continuous Improvement
Systems and Processes:
Did the learner demonstrate they
could communicate the organization’s
continuous improvement processes to
individuals and teams, and obtain
feedback?
3. Implement Continuous Improvement
Systems and Processes:
Did the learner demonstrate they
could ensure effective mentoring and
coaching allows individuals and teams
to implement the organization’s
continuous improvement process?
4. Monitor and review performance:
Did the learner demonstrate they
could use organization’s systems and
technology to monitor and review
progress and to identify ways in which
planning, and operations could be
improved?
5. Monitor and review performance:
Did the learner demonstrate they
could improve customer service
through continuous improvement
techniques and processes?

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6. Monitor and review performance:
Did the learner demonstrate they
could formulate and communicate
recommendations for adjustments to
those who have a role in their
development and implementation?
7. Provide opportunities for further
improvement:
Did the learner demonstrate they
could implement processes to ensure
that team members are informed of
savings and productivity/service
improvements in achieving the
business plan?
8. Provide opportunities for further
improvement:
Did the learner demonstrate they
could document work performance to
aid the identification of further
opportunities for improvement?
9. Provide opportunities for further
improvement:
Did the learner demonstrate they
could manage records, reports and
recommendations for improvement
within the organization’s systems and
processes?
The candidate’s
performance was:
Not Satisfactory Satisfactory
Further Comments:
Candidate’s Signature
Assessor/Observer’s
Signature

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Support Questions for observation checklist
Candidate’s Name
Assessor or Observer’s Name
Unit of Competence
(Code and Title)
Date of Assessment
Location
The candidate’s performance was: Not Satisfactory Satisfactory
Client Feedback
Candidate’s Signature
Assessor/Observer’s Signature

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Third Party Reports
The Third-Party Report should be completed by a senior member of staff i.e. a supervisor or manager,
where possible. The report should cover the points below, with a description to show that the tasks have
been witnessed over time, while working with the learner. Examples, times, dates etc. should be included,
if possible.
As this unit is about implementing continuous improvement, you will need to have witnessed the learner
within a working or training environment:
1. Implementing continuous improvement systems and processes
2. Monitoring and reviewing performance
3. Providing opportunities for further improvement.
Ticking yes/no next to the tasks is required, as well as an accompanying report.

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Third Party Checklist
Candidate’s Name
Assessor or Observer’s Name
Unit of Competence
(Code and Title)
Date of Assessment
Location
Demonstration Tasks
Materials and Equipment
Tasks to be simulated if not witnessed over time: Yes No
1. Did the learner implement systems to ensure that individuals and teams
are actively encouraged and supported to participate in the decision-
making processes, assume responsibility and exercise initiative?
2. Did the learner communicate the organization’s continuous
improvement processes to individuals and teams, and obtain feedback?
3. Did the learner ensure effective mentoring and coaching allows
individuals and teams to implement the organization’s continuous
improvement process?
4. Did the learner use organization’s systems and technology to monitor
and review progress and to identify ways in which planning, and
operations could be improved?
5. Did the learner improve customer service through continuous
improvement techniques and processes?
6. Did the learner formulate and communicate recommendations for
adjustments to those who have a role in their development and
implementation?
7. Did the learner implement processes to ensure that team members are
informed of savings and productivity/ service improvements in
achieving the business plan?
8. Did the learner document work performance to aid the identification of
further opportunities for improvement?
9. Did the learner manage records, reports and recommendations for
improvement within the organization’s systems and processes?

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The candidate’s
performance was:
Not Satisfactory Satisfactory
Further comments:
Candidate’s Signature
Assessor/Observer’s
Signature

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Third Party Evidence
Confidential Information
Name of Candidate
RTO:
Unit(s) of Competence
As part of the assessment for the units of competency, we are seeking evidence to support a judgment
about the candidate’s competence. As part of the evidence of competence we are seeking reports from
the supervisor and other people who work closely with the candidate.
Name of the supervisor:
Workplace:
Address:
Phone:
Do you understand which evidence/tasks the candidate has Yes No
provided/performed that you are required to comment on?
As the assessor explains the purpose of the candidates Yes No
assessment?
Are you aware that the candidate will see a copy of this form? Yes No
Are you willing to be contacted should further verification of this Yes No?
statement be required?
What is your relationship to the
candidate?
How long have you worked with the
person being assessed?
How closely do you work with the
candidate in the area being assessed?
What is your technical experience
and/or qualification (s) in the area
being assessed? (Include any
assessment or training qualifications.)
Does the candidate:

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Perform tasks to the industry standards? Yes No
Managed job tasks effectively? Yes No
Implement safe working practices? Yes No
Solve problems on the job? Yes No
Work well with others? Yes No
Add that to new tasks? Yes No
With unusual or non-routine situations? Yes No
Overall do you believe the
candidate conforms to the
standard required by the unit of
competency on a consistent
basis?
Identify any training needs for the candidate:
Table of Contents
Any other comments:

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Table of Contents..................................................................................................................................2
Candidate Details..................................................................................................................................3
Assessment – BSBMGT403: Implement continuous improvement...............................................3
Competency Record to be completed by Assessor........................................................................4
Activities................................................................................................................................................6
Activity 1A......................................................................................................................................6
Activity 1B......................................................................................................................................7
Activity 1C......................................................................................................................................8
Activity 2A......................................................................................................................................9
Activity 2B....................................................................................................................................10
Activity 2C....................................................................................................................................11
Activity 2D...................................................................................................................................12
Questionnaire / Survey................................................................................................................13
Plan of Action..............................................................................................................................14
Activity 3A....................................................................................................................................14
Activity 3B....................................................................................................................................16
Activity 3C....................................................................................................................................17
Skills and Knowledge Activity.......................................................................................................18
MajorActivity...............................................................................................................................19

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Candidate Details
Assessment – BSBMGT403: Implement continuous improvement
Please complete the following activities and hand in to your trainer for marking. This forms part of your
assessment for BSBMGT403: Implement continuous improvement.
Name: _____________________________________________________________
Address: _____________________________________________________________
_____________________________________________________________
Email: _____________________________________________________________
Employer: _____________________________________________________________
Declaration
I declare that no part of this assessment has been copied from another person’s work except for where I
have listed or referenced documents or work and that no part of this assessment has been written for me
by another person.
Signed: ____________________________________________________________
Date: __24TH AUG 2018__________________________________________________________
If activities have been completed as part of a small group or in pairs, details of the learners involved should
be provided below;
This activity workbook has been completed by the following persons and we acknowledge that it was a fair
team effort where everyone contributed equally to the work completed. We declare that no part of this
assessment has been copied from another person’s work except for where we have listed or referenced
documents or work and that no part of this assessment has been written for us by another person.
Learner 1: ____________________________________________________________
Signed: ____________________________________________________________
Learner 2: ____________________________________________________________
Signed: ____________________________________________________________
Learner 3: ____________________________________________________________
Signed: ____________________________________________________________
Competency Record to be completed by Assessor
Learner Name: _______________________________________________________

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Date of Assessment: _______________________________________________________
The learner has been assessed as competent in the elements and performance criteria and the evidence
has been presented as;
Assessor Initials
Authentic
Valid
Reliable
Current
Sufficient
Learner is deemed: COMPETENT NOT YET COMPETENT (Please circle)
If not yet competent, date for re-assessment: ____________________________________
Comments from Trainer / Assessor:
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
______________________________________________________________
Assessor Signature:
________________________________________________________

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Observation/Demonstration
Throughout this unit, you will be expected to show your competency of the elements through
observations or demonstrations. The observations and demonstrations will be completed as well as the
formative and summative assessments found in the Learner Workbook. An explanation of demonstrations
and observations:
Demonstration is off-the-job
A demonstration will require:
 Performing a skill or task that is asked of you
 Undertaking a simulation exercise
Observation is on-the-job
The observation will usually require:
 Performing a work-based skill or task
 Interaction with colleagues and/or customers
The observation/demonstration will take place either in the workplace or the training environment,
depending on the task to be undertaken and whether it is an observation or demonstration. Each task
must be observed.
You should be able to demonstrate they can:
 Implement continuous improvement systems and processes
 Monitor and review performance
 Provide opportunities for further improvement
Learners should also demonstrate the following skills:
 Reading
 Writing
 Oral Communication
 Navigate the world of work
 Interact the work of others

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Activities
Activity 1A
Estimated Time 15Minutes
Objective To give participants an opportunity to think about the continuous
improvements systems that may be in place at their organisation.
Activity In small groups or in pairs, ask the participants to brainstorm the following
questions;
Does your organisation have a system in place to allow staff to participate in
the decision-making process?
______________yes
________________________________________________
_______________________________________________________________
_______________________________________________________________
If not, how could team members be encouraged to participate in the
decision-making processes?
The managers and supervisors should start helping the staff by
supporting them in their responsibilities instead of giving directions
and orders.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
How could your organisation ensure that team members could take some
responsibility for the Continuous Improvement Process at your organisation?
They can do that by keeping the employees informed of any changes
that happen within the organization in the areas relevant to those
employees.
______________________________________________________________
_______________________________________________________________

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Activity 1B
Estimated Time 30 Minutes
Objective To give participants an opportunity to discuss how continuous improvements
changes are communicated at their organisation.
Activity In small groups or in pairs, ask the participants to discuss the following
questions;
How does your organisation currently communicate its continuous
improvement process to individuals and teams?
Individuals and teams often have face to face meetings whenever there
are changes or information that needs to take place.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Is it an effective method of communication? Why or why not?
It is very effective because there is discussion and everyone is allowed
to voice their concern.
_______________________________________________________________
_______________________________________________________________
Can you suggest a better way for the communication to take place? What
could be done to improve the way information is communicated?
I think emails or memos would be suitable because the information is
being passed. Also, there are always questionnaires which the
employees can fill up and express their opinion.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Develop a form for the organisation to use as a template for provided
feedback on the continuous improvement process.

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Continuous improvement communication feedback form.
Name of the Initiative:
Submitted by:
Department:
Criterion/guidelines Notes/comments Acceptable/not acceptable
Description of the
initiative
Category
Scope
Consistency with
organizations
mission
Success Criterion

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Activity 1C
Estimated Time 15 Minutes
Objective To give participants an opportunity to discuss the coaching and mentoring
process and how it applies to them.
Activity In pairs, ask the participants to discuss the following questions;
Have you ever been part of a coaching or mentoring process? Were you the
person delivering the coaching or mentoring or receiving it? Was it effective?
Why or why not?
Yes I have. I was the person receiving the coaching and it was
effective.
The coach was more focused on the task that we were to learn which
was selling insurance policies. He helped us understand our role and
responsibilities. Additionally, the coaching was one on one and we
were able to ask specific questions where we were stuck or not sure
what to do. Besides that, he offered direction and practical examples
that made it easy to learn.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
If it wasn’t effective, what would you do differently next time to improve the
process?
I would have allowed learners to participate more by asking questions
and my answers would have been real life examples.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

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Activity 2A
Estimated Time 30 Minutes
Objective To give participants an opportunity to discuss ways to improve planning and
operations in their organisation.
Activity In pairs, ask the participants to discuss the following questions;
What other factors can influence performance in a working environment?
Why would these situations influence performance and how can they be
best managed?
Skills and knowledge- If the employee has less or no skills his/her
productivity will be poor. Therefore he/she will need training to get
necessary skills.
Clear role definition-when the role is not clear, an employee may end
up missing on some details. The roles should be made clear and the
company can employ a coach to help in orienting new staff.
Tools and resources available-proper tools when unavailable, work will
not be done effectively. Therefore, proper tools of work must be
present for every job.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Brainstorm ideas and come up with suggestions for systems that your
organisation can put into place to monitor and review the performance of its
staff.
Customer service assessment system
Performance evaluation tool
Performance appraisal system
Performance evaluation system
_______________________________________________________________

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_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
What systems can be implemented to assist with planning and
improvements?
Instructional improvement system.
Step by step improvement plan
______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

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Activity 2B
Estimated Time 15Minutes
Objective To give participants an opportunity to brainstorm who the customers are in
their organisation.
Activity In small groups, ask the participants to brainstorm the following;
Who are the internal and external clients being in your organisation?
Internal
These are people that we work with in the organization and are
considered as the internal stakeholders. They include, administration
staff, the support or training staff, the company management, workers
from various departments in the organization and colleagues.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
External
These are those who are from the outside and don’t work within the
organization. However they provide services and they can be
customers, vendors, associates, governing and regulation bodies,
industry experts and also suppliers.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

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Activity 2C
Estimated Time 30Minutes
Objective To give participants an opportunity to brainstorm who the customers are in
their organisation.
Activity Individually or in pairs, ask the participants to research the following;
Research CPD or CPE (Continuing Professional Education Points) for various
industries, your own industry or an industry you are interested in working in.
If your organisation is not required to be involved in this process, how can
you implement something like make sure that your staff are constantly
learning and maintaining their knowledge base?
I would bring together all employees in the organization and give out
an exam that is career oriented. This exam will be to help employees
keep their skills and knowledge up to date.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Brainstorm the following in a group;
What does Customer Service mean to you?
It means ensuring that customers are pleased and satisfied with the
service provided.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

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Activity 2D
Estimated Time 45Minutes
Objective To give participants an opportunity to develop a questionnaire and plan of
action for communication.
Activity Individually or in pairs, ask the participants to complete the following;
Use the space provided to develop a questionnaire or survey that you can
put together for both internal and external customers to check for
satisfaction in customer service.
Develop a system to communicate the findings to the relevant staff – are
you going to communicate this via newsletter, regular meetings, company
meetings, client visits etc. Detail the plan of action below also.

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Questionnaire / Survey
Am satisfied with the performance of the company
 Strongly agree
 Somewhat disagree
 No comment
 Somewhat agree
 Strongly disagree
Company employees adhere to professional standards
 Strongly agree
 Somewhat disagree
 No comment
 Somewhat agree
 Strongly disagree
The representatives of the company are acting in my best interest
 Strongly agree
 Somewhat disagree
 No comment
 Somewhat agree
 Strongly disagree
The company management acts professionally
 Strongly agree
 Somewhat disagree
 No comment
 Somewhat agree
 Strongly disagree

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Plan of Action
Employees will be trained on their roles and responsibilities including managers
All complaints will be handled and feedback given to all who complained
Evaluation of employees will be done after six month to ensure they are performing their duties

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Activity 3A
Estimated Time 20 Minutes
Objective To give participants an opportunity to brainstorm ideas for improvements in
their organisations.
Activity In pairs or small groups, ask the participants to complete the following;
Brainstorm some ideas for implementing processes to inform staff of
productivity and service improvements in your organisation.
Sending emails to the employees on a regular basis, holding regular
face to face meeting once in a while and talking about what is not
working without fear.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Answer the following questions;
Has your company or a company you have ever worked for managed change
management in a positive way? What made it positive?
Yes
It communicated the change to the respective parties in good time and
sought their opinion and input, even though it did not take all their
input but the much it took was added to the plan.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Has your company or a company you have worked for managed change in a
negative way? What do you think the company did wrong? What could they
have done to improve the way in which change was managed?
Yes
I did not use a change management approach to minimize the damage.
It could have used a change management technique to divert the
negative impact.

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_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

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Activity 3B
Estimated Time 20 Minutes
Objective To give you an opportunity to discuss the PMP (or similar) process at your
workplace.
Activity In pairs or small groups, discuss the following;
Discuss whether your organisation has a PMP or similar process in place. If
so, is it beneficial to staff? If not, do you think it would be beneficial to have
one in place? Why or why not?
Yes it has. It is useful because it helps employees know the direction
they are heading it terms of performance.
_______________________________________________________________
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Activity 3C
Estimated Time 20 Minutes
Objective To give you an opportunity to discuss record keeping processes (or similar)
process at your workplace.
Activity In pairs or small groups, discuss the following;
Does your organisation have a record keeping procedure in place? If so, do
you feel it is working well?
Yes it has. Yes it is working well.
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What records are you required to maintain for your organisation?
Reports, emails, video conferences and sales conferences.
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Can you think of a better way to keep accurate records?
Recording immediately all information as it happened, using electronic
payments.
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Is your organisation using version control in managing records, reports and
documents? If so, is it an efficient system?
No it’s not using.
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If not, do you see the benefit in using such a system?
There is the benefit of checking all the changes that have been made to
the documents, this allows the staff to understand the documents

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progress since the inception to the last stage.
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Skills and Knowledge Activity
Estimated Time 60 Minutes
Objective To provide you with an opportunity to demonstrate your knowledge of the
required skills, knowledge and critical aspects of assessment.
Activity Complete the following individually and attach your completed work to your
workbook.
The answers to the following questions will enable you to demonstrate your
knowledge of:
 Reading
 Writing
 Oral Communication
 Navigate the world of work
 Interact the work of others
 Continuous improvement processes
 Typical areas of need for coaching and mentoring to support continuous
improvement
 Change management techniques and how they can support continuous
improvement and initiative
 Organisation’s systems and data that can be used for benchmarking and
monitoring performance for continuous improvement.
Think of an existing problem in your workplace which can be streamlined and / or
improved upon, in terms of fluidity and ease, to secure and maintain the smooth
flowing of the business. Create a report detailing the issue you have selected and
your proposition for a solution. Write a paragraph explaining an effective and
enjoyable method of introducing your solution to your colleagues.
The issue or the problem is fearing high level responsibility by some
employees in the organization. It is noted that about 12 employees are afraid
of taking up supervisory roles in the acting capacity when the supervisors
are absent. They fear making mistakes and bearing responsibility yet the
pay will not be increased for the days they have worked. The best way of
introducing a solution to this is by calling the individuals and asking them
questions like why they fear responsibility. Give them the positive side of
the responsibility like it adds to their report in the file and can be

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recommended for leadership when there is a vacancy.
Major Activity
Estimated Time 60 – 120 Minutes
Objective To provide you with an opportunity to revise the unit.
Activity This is a major activity – your instructor will let you know whether you will
complete it during class or in your own time.
Attach your completed answers to the workbook.
You must individually, answer the following questions in full to show your
competency of each element:
1. Implement continuous improvement systems and processes
2. Monitor and review performance
3. Provide opportunities for further improvement
Use your workplace to assist in this or a work place that you are familiar
with to answer the following questions and generate a report from your
answers.
1) To ensure successful continuous improvement, all departments
within an organisation should be involved. Why does the
involvement of all departments contribute to successful
improvement and what is a possible issue of a failure to achieve
this?
To ensure uniform of purpose amongst all departments and

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ensure that all are working towards the same goal and objective.
When the communication is absent, there will be competition and
lack of coordination among the department leading to conflicts
and eventually decline in productivity.
2) What are three ways of obtaining feedback from staff, regarding a
recent change or improvement?
Questionnaires, feedback forms and surveys.
3) Note the beneficial effects of workplace coaches / mentors who
are:
 Trustworthy
The person receiving mentorship or coaching will feel comfortable
sharing ideas. Also the feedback will be well communicated by the
person being trained.
 Familiar with principles
The mentor or coach will present relevant ideas to the trainees or
those being mentored. The mentor or coach will keep information
from the person receiving training confidential and will not be
intimidating.
 Experienced within their own role
They will provide the right feedback to the management and the staff
on what is working and what is not. Also, they will provide a safe
environment for the ones being trained to voice their concerns.
4) How could you use the organisation’s own existing systems and
technology to ensure that all staff have received their required
training?
The systems can be used to monitor and review the progress of all
employees and from the review a plan for training can be set.
5) How can the company ensure that they are providing the best
possible customer service?
You must be a good listener to your customers. Also you must learn
and know your customers and their needs. Ensure that the customer
service motivation is not short lived but long term.
6) What possible negative effects could be caused by communicating
recommendations to an individual or department within your

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organisation and how could you avoid this?
This could lead to miscommunication and possibly conflict to the
parties that are affected. Moreover, there could be demoralization in
the department in those who the recommendation has touched in a
negative way. The help stop this, recommendations should not be
made in the department and if they are to be communicated to an
individual it should be done in a way that it does not make the
individual feel offended or aggrieved by the information.
7) Why could not handling change in a good way damage a business?
Because change brings instability to a system that is already used to
functioning in a certain way. Handling it in the right way ensures that
the instability is managed.
8) Suggest a method of documenting work performance among staff
and describe how it may be implemented.
FOSA- Facts Objectives Solutions Actions
It records what things happens in the form of facts, there will be
defining the objectives of the employee which will show their
expectations. Also, make suggestions in form of assistance and
direction which can help in the improving the employee
performance. Finally, there must be actions for the employees in case
they don’t improve in performance.
9) Why is it important to keep a record of who has accessed files and
when?
For accountability and for security reasons. It helps to know who was
responsible for whatever action took place.
How could you implement this?
By asking all departments to have a register where whenever a
member takes a file he/she fills out the book with her information
like name and work number.