BSBMGT516 Facilitate Continuous Improvement

Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au
BSB51415 Diploma of Project
Management
BSB51918 Diploma of Leadership
and Management
BSBMGT516
Facilitate continuous improvement
Task 2

Questioning Assessment
Candidate Instructions
You will complete questions for purposes of formal assessment as per the questions outlined in the questioning record below,
and any additional probing or clarification questions required by the assessor.
The Knowledge Activity is designed to confirm your competency for all the required knowledge in the unit of
competency.
Task Details
There is no restriction on the length of the question responses, or time restriction in completing the
assessment.
It is anticipated that the assessment will take approximately 6 hours to complete.
The assessment may be re-attempted on two further occasions (maximum three attempts in total). All assessments must be
resubmitted 3 days within receiving your unsatisfactory grade. You must clearly indicate “Re-submission” on your
resubmitted work.
You must complete all questions unassisted by the assessor or other personnel but may refer to reference
material as may be needed.
All questions must be answered satisfactorily for the assessment to be completed satisfactorily.
For any assessment conducted that is incomplete, or without satisfactory performance, the assessment
will need to be completed again after further training support. This may be simply to focus on question
areas not achieved in the prior assessment.
Evidence to be collected
Answer the activity in as much detail as possible, considering your organizational requirements.
In undertaking this assessment task, you as the candidate are providing consent for your work to be
reviewed for the purposes of formal assessment in the unit(s) of competency. If you have concern
regarding this permission, please discuss this with your assessor prior to undertaking the task.
Objective To provide you with an opportunity to show you have the required knowledge
for this unit.
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

Candidate Declaration
Candidate name:
Trainer’s name:
Date:
Assessment declaration: I declare that no part of this assessment has been copied from another
person’s work, except where clearly noted on documents or work submitted.
I declare that no part of this assessment has been written for me by another
person. I understand that plagiarism is a serious offence that may lead to
disciplinary action.
Candidate signature:
Your trainer and assessor will be grading your work and provide you with constructive feedback
on the Learning Management system.
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

Task 2 – Performance and Skills Assessment
General instructions
This is a written assessment task that requires you to develop strategies to support a
continuous improvement culture in the organisation.
Scenario: You are the manager of the administration department in a small manufacturing
company that is fast growing. Your team performs different tasks such as accounting
(including payroll), liaison with suppliers and clients to resolve complaints, HR tasks such as
recruitment and employee relationship management and any other administrative tasks
that other departments (logistics, manufacturing operations, and marketing) cannot
perform due to the increased workload. Your team comprises of 5 administrators who are
overworked, stressed and demotivated. They have been with the company since day one
and, although they constantly complain about the work, they are averse to change and
improvement.
1. Develop a strategy to encourage team members to participate in decision making
processes, assume responsibilities and take initiative for resolving the issues outlined in
the scenario. In your strategy, include:
 3 things that you can implement
Followed by the analysis of the above mentioned scenario it is observed the in the
nominated organizational case there is a huge necessity to incorporate effective
strategies which will help to enhance the decision making approach of the nominated
organization. Considering this aspect a list of recommended strategies is mentioned
below which will help the staffs present in the manufacturing company to get
involved into the decision making process:-
 Adoption of effective communication approaches will help the higher
authorities of the company to effectively communicate with their staffs.
Considering this aspect it is recommended to adopt the approaches like group
discussion, trainings as well as the process of collecting feedback from their
employ as these approaches will help to involve them into the decision
making process (Barak 2016).
 Along with this it is also recommended to the company that they must allow
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

their staffs to express their opinion on training which will offers them to
educate themselves with their preferred skills.
 Apart from this, it is observed that the adoption of feedback collection
process will help the employ to express their point of view as well as share
their opinions to improve the workplace (Davis, Frolova and Callahan 2016).
 When and how often you would implement them
Followed by the identification of the strategies that will help to enhance the employ
engagement into the decision making approach it is very essential to implement
these very soon. As the company is facing a downfall in employ management thus, it
is very important to implement these as soon as possible. Considering these concern
the implementation process will be initiated from 3rd March, 2020.
 How you will inform team members of the outcomes of the continuous
improvement efforts.
Followed by the above identification and discussion it is also very essential to inform
the staffs of the company about the approached strategies. Considering this aspect it
is suggested to the company that they must incorporate effective strategies that will
help to inform the team members about the implementation process as well as the
outcomes of the approached strategies. Thus, it is very essential to clarify the
purpose to the strategies to the staffs as well as to discuss the expected outcomes
with them as this will provide the awareness of the approached strategies to the staff
of the company (Guillaume et al., 2017).
2. Describe how you will communicate the continuous improvement strategies and
outcomes to stakeholders.
a) List at least 3 stakeholders
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

b) Describe the communication process for each stakeholder
c) Describe how you will monitor and improve the communication strategy
Stakeholder Communication
Stakeholders Communication Process
Employee In order to communicate with the employ
of the company it is very essential to
effectively implement group discussion,
meetings as well as the process of notifying
the employ with the purpose to get an idea
about their opinions as well as to improve
the communication that will help to
eliminate the limitations which may cause
due to lack of communication within the
organization (Thomas and Tomlinson 2016).
Suppliers In order to effectively communicate with
the supplier of the company it is very
essential to develop to report which will
consist a detail elaboration of their
expectation. Followed by this the adoption
of the effective communication approach is
also very essential with the purpose to.
Contractors Along with communicating with the above
mentioned stakeholders it is very essential
to effectively communicate with the
contractor as the in a manufacturing
company the contractors are very
important stakeholders. In order to
effectively communicate with the
contractors the face to face commination
as well as telecommunication process is
also one of the most effective
communication process which will help the
company to clarify the requirements of
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

clients.
Investors Along with the above mentioned
communication strategies it is very
essential to communicate with the
investors as well. Considering this aspect it
is recommended to the company to
schedule meetings as well as conduct video
conferences while required as it us very
essential to inform the investors about the
company revenue (Salama et al., 2018).
Monitoring and Improvement Strategy
Followed by the identification of the nominated strategies it is very essential to
monitor the effectiveness of the approached strategies as well as to improve the
strategies if required. Considering thus aspect it is decided to set few measures based
on which the progress of the adopted strategies will be calculated as well as the review
committee while will analyse the strategy and detect the drawbacks. Followed by this
identification the improvement strategies will be conducted (McCall, A., Fanchini, M. and
Coutts, A.J., 2017).
3. Prepare a plan for the attention of the CEO of the company outlining the issues that
have been observed, how you would propose to resolve them and develop a set of
strategies to build a culture of continuous improvement in the organisation/department.
The plan must address all the following points:
a) An overview of the issues that have been observed
Followed by a thorough analysis on the nominated case scenario it is observed that
the organization is a small manufacturing company which is facing the problems
related to the workplace diversity. While analysing this concern it is observed that
one of the primary limitation in this organization has been raised due to the
imbalance of the work culture as there are several employ who has worked for this
company from the initial days and there are several new employs too. However, due
to the rapid change of industries and the working process the old employees are not
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

getting satisfied with the work flow (Sawka and Friedl 2017).
Thus, in this case it is very essential to balance the workflow with all of employ and
eliminate the limitations caused by workplace diversity.
b) Recommendations on the continuous improvement intervention to be
undertaken to resolve the issues.
Followed by the above discussion it is observed that in order to enhance the working
process as well as to improve the productivity it is very essential to mitigate these
issues will effective strategies. Thus, in order to mitigate the limitations a list of
proposed strategies are mentioned below:
 Conduction of training on the current business operations as well as the new
working process will help all of the employ to be aware of the working process
and to perform effectively.
 Along with this skill assessment of the employ is also very essential in this
scenario as due to this the company can identify the skills of each staff and
could utilize in more effective way (Ramar et al., 2018).
 Apart from this in order to balance the work process between the old and
new employ the adoption of effective communication and employ
engagement activities will help to improve their relation as well as the
effectiveness of their performance.
 Along with this collecting feedback from the employ will also help to decide
best option for the employ that will improve the work effectiveness of the
staffs of the company.
c) For each recommendation, outline how the continuous improvement
intervention meets sustainability requirements
Recommendation 1: In order to improve this strategy personalised training will surely
help to enhance the effectiveness of the approached strategy.
Recommendation 2: In order to enhance this approach conduction of the face to face
interview of each employ will help to get a detail idea about their skills and ability.
Recommendation 3: Conduction of knowledge sharing process will help to improve
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

this scenario.
Recommendation 4: Collection of feedback with digital technique will help to
improve this process (Ma, C., 2018).
d) Develop two detailed mentoring and / or coaching processes to ensure that
employees can implement the recommendations and support the
organisation’s continuous improvement processes
In order to monitor the effectiveness of the adopted strategies it is very essential to
implement video surveillance, staff monitoring software as well as the GPS tracking.
e) The systems and process you will use to monitor operational progress and
identify further improvement opportunities.
Followed by the identification of the monitoring tools it is observed that the staff
monitoring software is more effective than the other tools due to its simple but
effective nature. Thus, it can be stated that staff monitoring tool will be very effective
to enhance the approached strategies (Jayalath and Wiebe 2016).
f) A process to record work team performance to assist in identifying further
opportunities for improvement
In order to monitor the team performance it is recommended to set certain goals for
the employ as well as reviewing their weekly target to analyse their work
effectiveness (Alswat et al., 2017).
4. The CEO has positively responded to your plan with the following.
“Thank you for the detailed plan. I love it and believe it will resolve the issues and
establish a great platform for continued improvement. I want this to be an example to
the rest of the organisation. How can we capture and share the insight from your
experiences with the rest of the organisation?”
Provide a written response to the CEO using the email template below. In your email,
include at least 5 ways the insights and experiences can be shared
To: CEO of the company
Cc: HR of the Company
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

Subject: New strategies
Dear Sir,
I am writing this mail with the purpose to thank you for appreciating our efforts. As it is already discussed in
the meeting the approached strategies will be very effective for our organization however, it is also very
important to advertise our strategies to the other departments which will create a good impression towards
our department and efforts. Whereas, while analysing the publicity process we are facing some challenges
that is interrupting our advertisement process. Thus, after a detail research on this topic the below listed
approaches has been selected. Please go through all of the strategies and please respond with your
preference.
List of approach:
 Conduction of group discussion.
 Use of effective social media platform.
 Meetings with the other departments of the company.
 Conduction of conference with all of the staffs present in the company.
 Adoption of knowledge sharing platform.
Thank You
XXXXXXXX
Manager
Administration department
5. List 3 other areas in the organisation that you would recommend as the next areas for
further improvement, once this continuous improvement plan has been implemented
and is successful.
Followed by the completion of the above discussion it is observed that except from
the improvement into the administrative departments it is also very essential to
enhance other departments of the organization too as the company still proceed with
may conventional approaches that does not supports the current working process.
While analysing this concern it is observed that since it is a manufacturing company
supplier are one of the important stakeholders of the organization thus, it is
suggested to focus on the supplier management approach in this organization as this
will help to improve the productivity to the company. Along with this it is also
identified that managing customers is also one of the major concern for the
nominated company thus, along with supplier management it is also very essential to
enhance the customer management process for the company. Followed by the above
identified concerns it is also observed that the improvement in the logistics will also
help to enhance the business process of the nominated organization.
Thus, after analysing the entire business process of the nominated company apart
from improving the business administration process it is also required to upgrade the
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

manufacturing process based on the rapid changes of the industrial operations.
Reference:
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

Alswat, K., Abdalla, R.A.M., Titi, M.A., Bakash, M., Mehmood, F., Zubairi, B., Jamal, D. and El-Jardali,
F., 2017. Improving patient safety culture in Saudi Arabia (2012–2015): trending, improvement and
benchmarking. BMC health services research, 17(1), p.516.
Barak, M.E.M., 2016. Managing diversity: Toward a globally inclusive workplace. Sage Publications.
Davis, P.J., Frolova, Y. and Callahan, W., 2016. Workplace diversity management in
Australia. Equality, Diversity and Inclusion: An International Journal.
Guillaume, Y.R., Dawson, J.F., Otaye‐Ebede, L., Woods, S.A. and West, M.A., 2017. Harnessing
demographic differences in organizations: What moderates the effects of workplace
diversity?. Journal of Organizational Behavior, 38(2), pp.276-303.
Jayalath, D. and Wiebe, C., MAD Apparel Inc, 2016. Wearable architecture and methods for
performance monitoring, analysis, a
Ma, C., 2018. Research on Performance Management of Administrative Departments in Public
Institutions.
McCall, A., Fanchini, M. and Coutts, A.J., 2017. Prediction: the modern-day sport-science and sports-
medicine “quest for the holy grail”. International journal of sports physiology and performance, 12(5),
pp.704-706.
Ramar, P., Roellinger, D.L., Ebbert, J.O., Lovely, J.K. and Philpot, L.M., 2018. Utilizing Administrative
Data to Focus Quality Improvement Efforts for Opioid Prescribing in an Integrated Health
System. eGEMs, 6(1).
Salama, A.A., Amuna, Y.M.A., Al Shobaki, M.J. and Abu-Naser, S.S., 2018. The Role of
Administrative Procedures and Regulations in Enhancing the Performance of The Educational
Institutions-The Islamic University in Gaza is A Model.
Sawka, M.N. and Friedl, K.E., 2017. Emerging wearable physiological monitoring technologies and
decision aids for health & performance. Journal of Applied Physiology.
Thomas, R. and Tomlinson, J., 2016. Current issues in administrative justice: Examining
administrative review, better initial decisions, and tribunal reform. Better Initial Decisions, and Tribunal
Reform (November 23, 2016).
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au

End of Assessment.
Congratulations, you have completed this assessment task.
Please ensure all questions are answered and upload the following:
 This completed workbook
Business College at International House
RTO Code: 91109 CRICOS 02623G
Level 1, 203 Clarence St, Sydney NSW 2000 | Floor 1, 237 Oxford St, Bondi Junction NSW 2022
3 Searcy St, Darwin NT 0800 | Level 6, 601 Bourke St, Melbourne VIC 3000
[e-mail]| www.ihBC.edu.au