BSBMGT608 Manage Innovation and Continuous Improvement - Student Assessment Pack

This Student Assessment Pack includes all your tasks for assessment of BSBMGT Manage innovation and continuous improvement. This unit requires that you complete 4 assessment tasks. You must complete all tasks to demonstrate competency in this unit. The assessments cover topics such as quality management, continuous improvement theories, Kotter's 8-Step change model, diffusion of innovation theory, ISO 9000 Standards for Quality Management, cost-benefit analysis, learning organizations, sustainability practices, risk management, and customer service analysis. This pack also includes a scenario-based project where you will review systems and processes of a fictional business to develop options for continuous improvement and prepare a report based on their findings. You will then present your report to a management team (your assessor and three other participants).

STUDENT ASSESSMENT
PACK ( S u m m a t i v e )
B S B M G T 6 0 8 M A N A G E I N N O V A T I O N A N D C O N T I N U O U S I M P R O V E
M E N T
BSB60915 Advanced Diploma of Management (Human Resources)
BSB – Business Services Training Package (Release 2.0)

Student first name:
______________________________________________________________________
Student last name:
______________________________________________________________________

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Contents
Assessment Overview..............................................................................................................................4
Assessment Task 1: Written questions...................................................................................................11
Assessment Task 2: Policies and procedures development project.......................................................21
Assessment Task 3: Action Plan............................................................................................................27
Assessment Task 4: Analysis................................................................................................................31
Assessment Task 5: Major Project – Part 2...........................................................................................35

Assessment Overview
This Student Assessment Pack includes all your tasks for assessment of BSBMGT Manage
innovation and continuous improvement.
About your assessments
This unit requires that you complete 4 assessment tasks.
You must complete all tasks to demonstrate competency in this unit.
Assessment Task About this task
Assessment Task 1: Written questions You must correctly answer all 12 questions to show that you
understand the knowledge required of this unit.
Assessment Task 2: Review project
You must review systems and processes to develop options
for
continuous improvement.
Assessment Task 3: Action plan You must develop a continuous improvement action plan.
Assessment Task 4: Analysis You must review and report on customer service
Assessment Task 5: Major Project Part 2
Visit www.training.gov.au for further information about the competency requirements of this unit.
Assessment Cover Sheet
At the beginning of each task in this Pack, you will find an Assessment Cover Sheet. Please fill it
in for each task, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task, and will write this on
the back of the Task Cover Sheet.
How your assessments will be marked
When the assessor marks your assessment tasks, the outcome will be either Satisfactory or Not
Satisfactory:
Satisfactory (S)
Your responses to the assessment task have met the required unit
assessment criteria.
 Your responses to the assessment task have not met the required
assessment criteria. Additional learning or practice is required.
Not Satisfactory (NS)
 Your assessor will make arrangements to conduct a further
assessment of this task once you have undertaken additional
practice/learning.
You must achieve a ‘Satisfactory’ result for all assessment tasks to be deemed competent for this unit.

Assessment Appeals
You can make an appeal about an assessment decision by putting it in writing and sending it to us.
Refer to your Student Handbook for more information about our appeals process.
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Reasonable Adjustment
Reasonable adjustment is available to all students for assessments and must be requested in writing,
using the Reasonable Adjustment form – this includes extensions which must be requested 1 week
prior to the assessment task due date. Reasonable Adjustment forms are available from your trainer.
On receipt of your completed Reasonable Adjustment form, your trainer/assessor will consider
your request and advise whether it is approved and what action will be taken.
Recognition of Prior Learning (RPL)
RPL is a formal process that recognises skills developed through previous training, work or life
experience, which match a unit of competency in a training course. If you believe you already have
the skills covered in this unit of competency, discuss this with your trainer, who will provide you with
instructions for applying for RPL.
National Recognition / Credit Transfer
Qualifications or statements of attainment issued by other Registered Training Organisations are
recognised by the College. Where this unit of competency is equivalent to a unit of competency
previously completed with another provider, credit transfer will be offered and the course length
adjusted accordingly. It is the responsibility of the student to provide the relevant evidence of
qualifications or statements of attainment issued by other Registered Training Organisations, which
will be verified by the College prior to credit transfer being applied.
Support Services
Your trainer/assessor is able to clarify any aspect of an assessment task prior to it being
administered. This may include clarifying: knowledge and skills covered during the training
program; the meaning of written assessment questions; performance standards for practical
assessments; and marking criteria.
Once the assessment process has commenced however, the assessor is not able to provide any
intervention or guidance, unless it is to prevent an unsafe act from being performed.
Please ask for help when you need it, as your trainer/assessor may not be aware that you have not
understood aspects of the training program, or are not feeling confident enough to engage in
assessment activities.
Plagiarism
Plagiarism is using the words or ideas of others and presenting them as your own. Plagiarism is a type
of intellectual theft. It can take many forms, from deliberate cheating to accidentally copying from a
source without acknowledgement. In your assessments you must come up with your own ideas,
however, at times you may need to make reference to work that has been conducted by others.
Important points to be aware of:
 Know what plagiarism is – refer to http://www.plagiarism.org/ for more information
 Reference your work / acknowledge all of your sources
“All of the following are considered plagiarism:
 turning in someone else's work as your own
 copying words or ideas from someone else without giving credit
 failing to put a quotation in quotation marks
 giving incorrect information about the source of a quotation

 changing words but copying the sentence structure of a source without giving credit
 copying so many words or ideas from a source that it makes up the majority of your work,
whether you give credit or not...”
iParadigms. 2014. What is Plagiarism?. [ONLINE] Available at:
http://www.plagiarism.org/plagiarism-101/what-is-plagiarism. [Accessed 17 April 2016].
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Assessment Submission Instructions
How to submit your assessments
When submitting an assessment task, please adhere to the following:
 A completed Assessment Cover Sheet must be attached to the front of all work submitted for
assessment.
 Written assessment tasks must be submitted using the recommended format for written
submissions (see below), or they may be hand written. Please ensure that your hand writing is
clear and legible.
 When answering questions associated with an assessment task, ensure that you use your own
words (plagiarism will not be tolerated) and reference where appropriate, using the Harvard
Referencing Guide https://www.citethisforme.com/harvard-referencing, or the Harvard
Generator http://www.harvardgenerator.com/
 Ensure that your assessment task is submitted on or before the due date specified
by your trainer/assessor.
When you have completed each assessment task you will need to submit it to your assessor.
Further instructions about submission can be found at the beginning of each assessment task.
Make sure you photocopy your written activities before you submit them – your assessor will put the
documents you submit into your student file. These will not be returned to you.
Once your submitted assessment task has been assessed, your assessor will provide you with
feedback and the assessment outcome.
Format for written submissions
When you are using a word processing program, such as Microsoft Word, to prepare your written
assessment task, please adhere to the following guidelines:
1. Completed Assessment Cover Sheet
2. Title of the task
 Arial, Size 14 pt., Bold
3. Headings
 Arial, Size 12 pt., Bold
4. Text
 Arial, Size 11 pt.
5. Table Content
 Arial, Size 10 pt.
6. Line Spacing
 1.5
7. Length
 The number of words are specified in the task description for each individual
assessment method, where applicable.
8. Presentations are to be created using presentation software, such as Microsoft PowerPoint.
Resources such as a data projector, whiteboard markers, speakers, pen pointers and
presentation screens will be provided.
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BSBMGT608 Student Assessment Pack
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Assessment Plan
The following outlines the requirements of your final assessment for this unit. You are required to
complete all tasks to demonstrate competency in this unit.
Your assessor will provide you with the due dates for each assessment task. Write them in the table
below.
Assessment Requirements Due date
1. Written questions
2. Review project
3. Action plan
4. Analysis
5. Major Project – Part 2
AGREEMENT BY THE STUDENT
Read through the assessments in this booklet before you fill out and sign the agreement below. Make
sure you sign this before you start any of your assessments.
Have you read and understood what is required of you in terms of
assessment?
Do you understand the requirements of this assessment?
Do you agree to the way in which you are being assessed?
Do you have any special needs or considerations to be made for this
assessment?
If yes, what are they?
_____________________________________________________________
______ Do you understand your rights to appeal the decisions made in an
assessment?
 Yes No
 Yes No
 Yes No
 Yes No
 Yes No
Student name:
___________________________________________________________________________
Student signature: ______________________________________________ Date:
___________________
AGREEMENT BY THE ASSESSOR
Has the student completed their formative assessments satisfactorily? YesNo

Do you agree that this student is ready to undertake the summative assessment?YesNo
Assessor name:
__________________________________________________________________________
Assessor signature: _____________________________________________ Date:
___________________
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BSBMGT608 Student Assessment Pack
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Assessment Cover Sheet – Assessment Task 1
Students:
 Please complete this cover sheet clearly and accurately.
 Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
 BSBMGT608 Manage innovation and continuous improvement
Assessment Task:
Written questions
STUDENT DECLARATION
I declare the following: That these tasks are my own work None of this work has been completed by any other person. I have not cheated or plagiarised the work or colluded with any other student/s. I have correctly referenced all resources and reference texts throughout these assessment tasks I understand that if I am found to be in breach of policy, disciplinary action may be taken against
me
Student signature:
________________________________________________________________________
Student name:
___________________________________________________________________________
Please Note: The above must be completed in full before your assessment work is assessed
Assessor to complete
Satisfactory (S)/ Was this a
Not Satisfactory resubmission?
Assessment Task (NS) Date Y/N
Written questions

Is Resubmission required? ☐ Yes ☐ No Resubmission Due Date:
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ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
_________________________________________________________________________________
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_________________________________________________________________________________
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_________________________________________________________________________________
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_________________________________________________________________________________
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_________________________________________________________________________________
___________
Assessor signature:
____________________________________________________________________________
Assessor name:
______________________________________________________________________________
Date:
_________________________________________________________________________________
______
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Assessment Task 1: Written questions
TASK SUMMARY:
 This is an open book test – you can use the Internet, textbooks and other documents to help you
with your answers if required.
 You must answer all 12 questions correctly.
 Write your answers in the space provided.
 If you need more space, you can use extra paper. All extra pieces of paper must include your
name and the question number/s you are answering.
 You may like to use a computer to type your answers. Your assessor will tell you if you can
email them the file or if you need to print a hard copy and submit it.
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK
 Access to textbooks and other learning materials
 Access to a computer, printer, Internet and email and word processing software
WHEN AND WHERE SHOULD THE TASK BE COMPLETED?
 This assessment task may be done in your own time as homework or you may be given time to do
this task in class (where applicable).
 Your assessor will provide you with the due date for this assessment.
WHAT NEEDS TO BE SUBMITTED?
 Your answers to these questions
QUESTION 1
Identify and discuss in detail five quality management and continuous improvement theories.
1. Continuous Improvements
In this theory the application of Total Quality Management is executed in order to develop system
engagement for better quality of products and services. It is executed in order to impact on the quality
of services and processes adopted by
The organization in order to improve the quality of the products and services developed. Total quality
management focuses on developing the quality of processes and procedures for improvised products
and services for the consumers (Chang, 2016). This approach strives for zero errors and defects in the
products and services developed through the application of various tools for total quality
management.

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2. Customer Focus
Another approach for continuous improvement is Customer Focus. This theory provides with
focus on the internal and external consumers of the quality management systems in an
organization. The external consumers are referred to the direct consumer using the products and
services developed by the organization. The internal consumers are referred to the business
association and coworkers that are involved in the supply chain to provide the developed products
to the consumers in the market (Hayes, 2018). TQM in this system enables the employees to
identify their consumers and develop effective theories for providing with satisfactory services.
3 Team Involvements
This theory presents with involvement of all the team members in the business processes and
procedures for developing most effective and satisfactory services and products for the
consumers. The theory approaches towards improving the quality and processes for the products.
The employees are involved in the continuous improvements plans and programs.
4. Data Driven
Effective and informative data is used in the theory in order to develop products and services as
per the requirements and specifications of the consumers. The managers and leaders in business
apply measureable data for developing products with innovative techniques.

5. Lean Production
The theory of lean production accounts for manufacturing the products and services with reduced
wastage and increased effectiveness. The technique of lean production increase quality and
reduces for the costs in the manufacturing processes (Hayes, 2018).
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QUESTION 2
What does Kotters 8-Step change model tell us about transformational change for businesses? Discuss
your answer in a paragraph.
Kotters 8 step change model enables for implementing and organizing the changes in an organization
effectively. Kotters model provides with 8 steps for executing the required changes in order to cope up
with the dynamic business environment. The model educates the concepts and aspects depicting
change is essential and integral for the business development and growth. Model enables to learn and
gather information about the various strengths and weaknesses of the business (Petrick, 2017). The
model provides with basis to develop a change management plan for implementing the change in the
organization. The model has informed for development of scenarios and visions for assessing the
future possibilities for change management, removing obstacles and developing short term wins for
the change.
QUESTION 3
What is the diffusion of innovation theory and why might a manager implementing an innovation
be particularly interested in this theory?
The diffusion of innovation theory provides with an approach to understand how, why and what
innovative ideas and concepts can be applied in an organization for implementing and developing the
innovation and theories. The theory develops for the rate at which new ideas and concepts are
developed and spread in an organization. The manager in an organization is required to focus in the
diffusion theory of innovation in order to calculate the innovations and new ideas for assessing the
future possibilities (Shingo, 2017). It has focused on the spread of innovation from the stage of
development to the introduction of concepts in the society.

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BSBMGT608 Student Assessment Pack
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QUESTION 4
What is the purpose of the ISO 9000 Standards for Quality Management and what standards are
included?
ISO 9000 refers to sets or combinations of international standards for controlling and margining the
quality of the business services and products. ISO 9000 provides with quality assurance and
monitoring tools for the business services and products. The ISO 9000 standards helps to maintain
the quality standard documents and records. These standards are not specific to any industry domain
and can be applied in any organization for ensuring quality of products and business processes. The
standards for quality of services and business processes are provided by the ISO 9000. These
standards provides with quality measures and performance monitoring for the approaches and
strategies applied in the business functions and services.

QUESTION 5
What is cost-benefit analysis and what is it best used for? In your response outline how you
complete a cost-benefit analysis
Cost benefit analysis is a financial analysis that provides a ratio analysis for the costs incurred in the
projects in respect to the benefits that are accrued from these functions. This analysis is used to
quantify the costs and finances included in a business decision, a program or a business activity
(Ross, 2017). This analysis represents a ratio between the costs incurred and the benefits developed
on these investments. It is a financial tool for unbiased analysis and comparison evaluation.
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BSBMGT608 Student Assessment Pack
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QUESTION 6
Discuss the concept of a learning organisation in one paragraph.
An Learning organization is a term used to represent and define an organization that is constantly
striving for learning and developing. These organizations facilitate for continuous development
and learning activities for the employees and business leaders. The concept of learning
organization revolves around the concepts of knowledge management, talent management,
learning culture and work place environment etc.
QUESTION 7
Why is the concept of shared vision an essential component of a learning organisation?
Shared visions are an integral element of learning organization. These organizations are deployed
for learning at a growing rate to be effective in the dynamic business environment. The concepts
of learning organization also provides for sharing of the visions by the leaders to the members.
Shared vision is essential as it is important for the leaders to educate and communicate members
about the learning processes and activities (Ross, 2017). Without sharing the visions, the learning
activities and processes are useless. Thus it is important for the leaders to share the visions in
learning organsiations.

QUESTION 8
Discuss the concept of team learning in relation to a learning organisation.
Team learning refers to the activities and procedures undertaken in order to execute the activities
and accomplish the objectives of learning organizations. Team learning provides with
opportunities to learn in a group and facilitate group learning. Team learning also integrates the
learning activities and objectives of different team members for fostering the learning process.
The concepts of team learning enable to learn and acquire different skills and abilities for
different members of the teams.
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QUESTION 9
Identify and outline three different sustainability practices that are now common in Australian
workplaces.
1. Three R’s: The Australian businesses are practicing the policy of reducing, reusing and
recycling.
2. Power saving: power saving activities are executed in order to reduce the consumption of
electricity.
3. Green technology and approach: focus is applied towards applying green technologies and
concepts in order to reduce the harmful impacts on the society from the business activities.

QUESTION 10
Provide a definition of risk as identified in the Australia/New Zealand Standard for Risk
Management (AS/NZS ISO 31000:2009)
As per ISO 31000 risk is referred to as unforeseen activities and situations that may occur during
the life cycle of the projects or a particular business process (Ruben, 2018). Risks are identified as
obstacles that may hamper the business growth and development.
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QUESTION 11
Discuss the concept of risk management. Outline the factors that make a risk management system
successful and the factors that may inhibit effective risk management.
Risk management refers to the activities and procedures undertaken in order to monitor and organize
the risks in an organization. Risk management is the set of various activities and procedures for
controlling and reducing the impact of risks in an organization (Ruben, 2018). Various factors that
impact the risk management are as risk management approaches and activities, finances and
resources used, internal and external business environment etc.
QUESTION 12
In your own words, describe the seven steps in the risk management process as outlined in AS/NZS
ISO 31000:2009.
1. Avoiding the risk related activity enables to avoid the risk and reduce the chances of it occurrence
through eliminating the risk related activities.
2. Acceptance of the risk in order to increase the viability of the opportunity which is profitable for
the organization but entails various levels of risk.

3. removing the risk source provides with the opportunities to reduce the risk of the business
opportunity. Removing risk source is integrated with eliminating the risk creating sources for the
organization.
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4. The next stage is to alter the possibilities for the risk occurrence in the business processes and
services.
5. This stage provides with approaches and tools to change the consequences of the risks in the
business. Altering the consequences is preformed through application of risk reduction and mitigation
techniques.
6. This includes for sharing or handling over the risk to a third party. In this stage the risk is insured by
an insurance party or a third outside team.
7. The last stage includes for retaining the risk through informed decisions. Strategic decisions are
undertaken by the leaders and managers to retain the scope of the risk.

What do I need to hand in for this task? Have I completed this?
Your answers to these questions 
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Assessment Cover Sheet – Assessment Task 2
Students:
 Please complete this cover sheet clearly and accurately.
 Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
 BSBMGT608 Manage innovation and continuous improvement
Assessment Task:
Review Project
STUDENT DECLARATION
I declare the following: That these tasks are my own work None of this work has been completed by any other person. I have not cheated or plagiarised the work or colluded with any other student/s. I have correctly referenced all resources and reference texts throughout these assessment tasks I understand that if I am found to be in breach of policy, disciplinary action may be taken against
me
Student signature:
________________________________________________________________________
Student name:
___________________________________________________________________________
Please Note: The above must be completed in full before your assessment work is assessed
Assessor to complete
Satisfactory (S)/ Was this a
Not Satisfactory resubmission?
Assessment Task (NS) Date Y/N
Review Project
Part A – Prepare a report

Part B – Attend a meeting
Is Resubmission required? ☐ Yes ☐ No Resubmission Due Date:
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ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
_________________________________________________________________________________
___________
_________________________________________________________________________________
___________
_________________________________________________________________________________
___________
_________________________________________________________________________________
___________
_________________________________________________________________________________
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Assessor signature:
____________________________________________________________________________
Assessor name:
______________________________________________________________________________
Date:
_________________________________________________________________________________
______
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BSBMGT608 Student Assessment Pack
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Assessment Task 2: Policies and procedures development project
TASK SUMMARY:
There are two parts to this assessment:
Part A – You are required to review systems and processes of a fictional business to develop
options for continuous improvement and prepare a report based on their findings.
Part B – You are required to present your report the management team (your assessor and
three other participants).
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK
 Computer with Microsoft Office or similar program
 Access to the internet
 Space for a meeting
 3 x additional participants
 2015 Australian Trends Report (provided)
 Australian Recruitment Practices Report (provided)
 Green office ideas:
http://www.environment.gov.au/archive/settlements/publications/government/purchasing/
green-office-guide/pubs/green-office-guide.pdf
WHEN AND WHERE SHOULD THE TASK BE COMPLETED?
 Part of this assessment will be completed in class, as described below. The remaining tasks may
be done in your own time as homework or you may be given time to do this task in class (where
applicable).
 Your assessor will provide you with the due date for this assessment.
WHAT NEEDS TO BE SUBMITTED?
 Part A – You are not required to submit anything for this part; however the report you
prepare will be submitted in part B of this assessment.
 Part B – You are required to submit the report you developed in part A of this task. The report
must be between three and five pages with clear headings. You are then required to attend a
meeting with your assessor and up to three other participants.
INSTRUCTIONS:
Read the following scenario and complete the activities below.
Woodhouse Recruitment is based in central Melbourne and is a recruitment agency offering
recruitment services, including sourcing, screening and selecting candidates to meet clients’
requirements. The company was established in 2010 by Simon and Petra James, a husband and wife
team who are the Directors of the company.
The company also employs a receptionist, five recruitment consultants and an Administration
Manager. The agency plans to recruit a further two new consultants to start with the company in
early 2016.
The company specialises in the following areas of recruitment for both permanent and temporary
staff:
 Administration and office support, Accounting, IT, Sales and Marketing.
The company sees its point of difference as being an owner operated, boutique recruitment
agency. The company currently has approximately 30 clients who regularly use their services.
At a recent management team meeting, the management team (the Directors, Administration
Manager , the Accountant and the Senior Recruitment Consultant), discussed the need to
implement systems and processes for continuous improvement and innovation into the company.
This is in part based on the need to stand out from the competitors in an
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industry where there are a large number of recruitment agencies.
A number of issues were discussed at the management meeting, which the management
team feel need further exploration as part of introducing continuous improvement systems
and innovations.
 Services Standards
The company states on its website that it has the following delivery service standards:
–Service Promise – we are clear in what we offer and the benefits it brings to you
–Service Delivery – we offer consistent and reliable service to you
–Customer Relationships – we are open and honest with all of our customers
–Compliance – we ensure we adhere to all ethical and legal requirements.
However, service standards have not been clearly defined and there are no performance
indicators in place to measure performance.
 Key performance indicators
No formal performance indicators are in place to measure key service standards including how
quickly candidates are recruited to fill jobs or how many of the candidates pass the trial period
effectively.
 Social Media
There is no social media strategy in place. Currently the company is not using social media to
market positions or to source candidates but recognises this is an area for development. Currently
most candidates are usually found through the existing database (60%) or through advertising on
job search websites.
 Staff professional development
While all recruitment consultants are expected to have minimum qualifications and experience,
there is no process in place to ensure that recruitment consultants continue to participate in
professional development activities to keep their skills up to date. There is also no performance
appraisal system in place.
 Sustainability
The business currently does not have any formal sustainability initiatives in place and is
conscious of moving towards a green office environment both to be an environmentally friendly
business, as well as to reduce costs.
 Stationery
All company stationery purchased is of the highest quality non-recycled and bleached paper
that comes wrapped in non-biodegradable packaging and is sourced from overseas. The
Accountant has identified that the cost of the stationery is astronomical and we should be
reducing costs and sourcing Australian products.
 Recruitment Database
The database that the company was purchased off the shelf and keeps crashing because it is not
able to cope with the amount of data that it contains. The recruitment consultants say that they
are not able to customise the fields to include the data they need nor does it provide accurate
reports. The Directors disagree with this feedback and have so far refused to spend money on
investigating a new system.
Key business performance statistics are as follows:
 Annual sales revenue for financial year 2014 - 2015 is $1,350,000, an increase of 10% from
the previous year. The target sales revenue was 12%
 Increase in profits for this financial year compared to the last one is 9%. The target was 10%
 16% of placements are in the IT area, 18% in accounting, 20% in sales and marketing
and the remainder in administration and office support.
 60% of revenue is from repeat client business, the target was 70%
 Fill rate is 40% (where fill rate is the number of job orders filled by the number of job orders
received multiplied by 100).
 Average time to fill contracts for 2014 were as follows:
–Temporary contracts was 8 days

–Contract work is 20 days
–Permanent search 23 days
–Executive search 33 days
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Key performance indicators currently used to measure business performance focus on financial
indicators, including net operating profit and sales revenue. The company also tracks its fill rate
and is seeking to improve this to the industry average of 47% over the next year.
Based on the information provided in the scenario, select two topics or areas that you can
research and review, develop continuous improvement options for and plan to implement
innovative processes.
*One of these topics must be a sustainability program.
Part A – Prepare report
Prepare a report for your manager (your assessor) that outlines the following for both topics:
Your topics or areas for improvement that you will plan a continuous improvement and
innovative processes for, one being a sustainability program
Identify and discuss a range of strategies that you can implement to monitor and evaluate
the current performance and sustainability of your topics/areas for improvement.
Analyse and provide a detailed account of the current supply chain and the (operational,
product or service) systems the business is using to deliver their service. What is working
well and what could be improved?
Identify how the topics/areas for improvement performance could be measured, including an
outline of the assessment tools or techniques that could be used. Evaluate the effectiveness of
each tool/technique.
Identify at least two specialists that could help Woodhouse Recruitment. This may be to
identify technology and electronic commerce opportunities or to implement your ideas.
Provide their contact details, the services they offer and your rationale as to why it may be
beneficial to use their services.
Conduct research and analyse and report on trends and opportunities relevant to
Woodhouse Recruitment in relation to your topics/areas for improvement. Use the
resources provided by the assessor plus other external resources for this research.
Compare Woodhouse Recruitment's business performance statistics to industry
benchmarks and speculate as to why they may not have met their targets.
At the end of your report, introduce and briefly discuss three examples of other innovative
business ideas that Woodhouse Recruitment could adapt and implement.
Your report should be written in clear and concise English and contain relevant headings to
identify the information.
Part B – Attend a meeting
Complete your report and send via email to your assessor at least three days prior to the meeting to
discuss and present the report. Your assessor will advise you of the date of the meeting.

Your assessor will organise a number of fellow students to attend your presentation. These
students will be playing the role of the management team.
At the meeting, you should discuss the key findings of your report, as well as your ideas for
continuous improvement and innovation in the business.
During the meeting, you will need to demonstrate your interpersonal skills, as well as your
ability to build trust and confidence and encourage creativity in the management team. To do
this you will need
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to demonstrate throughout your presentation your ability to clearly and confidently present
information, encouraging questions from the team and discussion and active listening
techniques.
At the end of the meeting, you will need to take on board feedback provided and agree with the
management team on the best way forward with your continuous improvement and innovation
initiatives
What do I need to hand in for this task? Have I completed this?
Briefing report 
Attend a meeting 
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Assessment Task-2
Introduction- The report has been prepared in order to see the effective usage of the current
usage of the resources by Woodhouse and the innovative ways that can be used in order to
improve the market position and sales of the company.
Area of improvement- Apart from marinating the performance and give constant and
improved result in the field of recruitment and selection. There have been a few areas that have
come out to be the point of weakness –
 There should be a database management in order to see the effective results based upon
the sales and procured targets.
 Timely evaluation of the database and taking appropriate measures to deal with them
 Maintaining the quality of work and performance
 Using digital platforms also to see the effective usage of the resources (Epstein., 2018).
Strategies to evaluate the progress- In order to strictly see the effective utilization of the
resources following strategies could be adapted by the Woodhouse
 Declare the aims and objectives to all the employees and make sure everyone is
managing and marinating them
 Make sure that all the activities are leading the company to achieve their mission and
clear the vision to all.
 Use competition information to see the effective usage of the resources and how are the
competitors dealing with the current situation.
 Keep in knowledge the internal and external factors that has been affecting the overall
work flow of the organization.
Supply chain management- The supply chain management can be said as one of the way in
which the company see to the external supplies and needs of the organization and
consecutively make the process to meet with the demands. In the case of Woodhouse the
management is needed to supply the candidates as per the IT, accounts and front office needs
in the industry and then at the same time try to maintain the quality and demands of the
industries. Thus in this case there is always need to keep the database updated in order to see
that there are always sufficient qualified candidates in the industry.
Tools to evaluate the performance- There can be number of tools that can be used to
measure the performance, they can be feedback tools in this there is feedback taken at each
point and then the effective changes are applied in it. Another tool is the balanced scorecard
tool they measure the KPI of the performance, the sales target achievement, the budgets and
other things. Self evaluation is another tool used to see the effective usage of the resources in
the system. This help in evaluating the performance and the achievement of the goal itself.
Specialist to help Woodhouse recruitment – In order to make the recruitment firm go from
one place to another and to achieve sustainable development and market position there is need
of two specialist in the same-
 Senior Hr- They will explain the different kind of things that are needed to be seen in
the candidate before sending them to the company for interview. Also they will help in
developing better client base as per the contacts they already have.
 Digital marketing expert- They will help in using social media and other marketing
features in order to market the company on that and at the same time searching the
candidates form the digital platform (Lu., 2015).
Research on the report- There has been research conducted in both the internal and external
level to see the effect of the same in order to implement new policies and trends in the
company. Although the research showed that the company has been using age old methods to

do business, at the same time the goals were not clear to all. There are certain ways in which
the company goals could have been explained to the clients.
Woodhouse versus industry benchmark- Industry has been improving technologically and
improving the team quality thus the same is needed to be covered in the process.
Innovative business ideas- For woodhouse there can below mentioned ideas
 Using external expertise in the process
 Using digital media and other processes in the system
 Training of the employee
Conclusion- The report has been showing different factors that have been affecting the
performance of Woodhouse; the same has been affecting the growth and development of
company. Thus the company has been doing certain research and analysis to add talent and
quality in the business (Stefánsdóttir., 2013)

Assessment Cover Sheet – Assessment Task 3
Students:
 Please complete this cover sheet clearly and accurately.
 Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
 BSBMGT608 Manage innovation and continuous improvement
Assessment Task:
Action Plan
STUDENT DECLARATION
I declare the following: That these tasks are my own work None of this work has been completed by any other person. I have not cheated or plagiarised the work or colluded with any other student/s. I have correctly referenced all resources and reference texts throughout these assessment tasks I understand that if I am found to be in breach of policy, disciplinary action may be taken against
me
Student signature:
________________________________________________________________________
Student name:
___________________________________________________________________________
Please Note: The above must be completed in full before your assessment work is assessed
Assessor to complete
Satisfactory (S)/ Was this a
Not Satisfactory resubmission?
Assessment Task (NS) Date Y/N
Action Plan

Is Resubmission required? ☐ Yes ☐ No Resubmission Due Date:
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ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
_________________________________________________________________________________
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_________________________________________________________________________________
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_________________________________________________________________________________
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Assessor signature:
____________________________________________________________________________
Assessor name:
______________________________________________________________________________
Date:
_________________________________________________________________________________
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Assessment Task 3: Action Plan
TASK SUMMARY:
This assessment requires you to You are required to develop action plans for implementing the
continuous improvement and innovation changes that have been agreed.
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK
 Access to textbooks and other learning materials
 Access to a computer and the Internet
WHEN AND WHERE SHOULD THE TASK BE COMPLETED?
 The assessment tasks may be done in your own time as homework or you may be given time
to do this task in class (where applicable).
 Your assessor will provide you with the due date for this assessment.
WHAT NEEDS TO BE SUBMITTED?
 Email to assessor including action plans for two initiatives
INSTRUCTIONS:
Complete the following activities:
1. Develop action plans for implementing the continuous improvement and innovation initiatives
agreed to in Assessment Task 2.
 The plans should be developed using a relevant project management tool such as a GANTT
chart that sets out all of the actions required to implement the initiatives including timing,
responsibilities, required resources, communication and key performance indicators for
assessing the introduction of the initiative
 Include a risk assessment for each initiative, identifying the possible risks and how
they can be managed
 Document a cost-benefit analysis for each initiative. You may make some assumptions in your
analysis
 Document the impact of the change and the consequences for staff for each initiative
 Document a brief contingency plan for non-conformance for each initiative
 As an introduction to your action plans, discuss the importance of continuous
improvement and sustainability as an essential element of business and competition.
2. Send an email and your action plans to your assessor and fellow students (from Assessment Task
2). Your email should indicate that you are seeking input and final approval for the action plan.
You will be assessed on whether your plan and email have been written in clear and concise
English and whether your email and plan address all of the content, as specified in the
assessment instructions above.
What do I need to hand in for this task? Have I completed this?
Email including action plans 
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Assessment Task-3
A major thing for maximising project effectiveness and efficiency is Gantt chart. Gantt chart is a
presentable tool which enables and support in accomplishing project outcomes or milestones on time
by dividing activities in various aspects (Dayani and Gelbard, 2015). This enables in better making of
a project and accomplished things on time basis. Thus, this tool is helpful to perform things better and
in design manner of course so that its entire associated frame would be accomplished. It is one of a
most appropriate project management tool to done and execute the project. Woodhouse Recruitment
can utilise this project management tool while organising their improvement and innovation project in
near future course.
Wee
k 1
Wee
k 2
Wee
k 3
Wee
k 4
Wee
k 5
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Improvement and innovation in
recruitment
Social media launching
Determination of project plan
Time for project
Responsibilities Distribution
Resources identification
Communication and KPI standard
Submission of project
This project management plan get accomplish its extent within 8 weeks. This enables Woodhouse
Recruitments to accomplish their targets properly. This results them in managing better and effective
targets in nature. Thus, better improvement gets done in operations as well as with proper innovation
launching. This results them in gaining leverage or competitive advantage from others.
For a project accomplishment, there are few imitative are associated. It is an important aspect to
determine these initiatives properly so that concern risk could be controlled (Kolić, et. al., 2018,
January). Woodhouse Recruitments will be going to determine all related risk with this project of
innovation. Under this they will be going to launch social media as a technique to signify their
operations in an appropriate cause. But with this consideration, certain risk factors also related which
define as follow:
Timing: A major risk which related with timing is missing of activities. If any of an activity of a
project would be missed then it directly increases time for executing the project. This needs to
determine properly so that project manager of Woodhouse Recruitments will be going to manage.
This management get done by dividing each and every individual their work and systemised their

activities and operations. Hence, weekly determination of operations also needs taking place so that
completion of project for innovation get done on time.
Responsibilities: Another risk is related with responsibility of each and every single associate.
Sometimes, these individuals will not be going to support the project which work and define as major
risk for the project. This needs assessing by project manager of a Woodhouse Recruitments so that
proper division of work get done. Thus, effective division of work get done with proper management
and plan by dividing work in determine manner.
Resources: Another important thing is related with resources. A risk with resources is their over
utilisation or inappropriate utilisation (Sharon and Dori, 2017). This risk or issue required to control
by project manager of Woodhouse Recruitments so that better and effective utilisation of resources
get done. This provides better benefits in near future course of time so that properly implementations
of such innovative project get done. This required understanding by project manager of Woodhouse
Recruitments in order to enhance feasibility of the working.
Communication: A lack of communication is also a kind of risk for the project succession and
execution. This is really important to understand importance of communication for project manager
of Woodhouse Recruitments so that they will be going to manage and enhance proper communication
chain in the project. This need appropriate planning where a proper hierarchy needs to follow
properly so that required things will be managed related with project. Thus, this effective
communication related risk also gets controlled in better manner of frame.
A major impact of change can be positive in nature if staff members will be going to support the
project. If they will be not going to support entire project then its chances of decline would be high in
nature. A major consequence for each staff initiative is related in the form of negative outcome. This
needs to properly understand by project manager of Woodhouse Recruitments so that they will be
going to maintain and manage social media launching. This innovation will be going to support in
future time manner as well with effective cost management and its benefit analysis.

Assessment Cover Sheet – Assessment Task 4
Students:
 Please complete this cover sheet clearly and accurately.
 Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
 BSBMGT608 Manage innovation and continuous improvement
Assessment Task:
Analysis
STUDENT DECLARATION
I declare the following: That these tasks are my own work None of this work has been completed by any other person. I have not cheated or plagiarised the work or colluded with any other student/s. I have correctly referenced all resources and reference texts throughout these assessment tasks I understand that if I am found to be in breach of policy, disciplinary action may be taken against
me
Student signature:
________________________________________________________________________
Student name:
___________________________________________________________________________
Please Note: The above must be completed in full before your assessment work is assessed
Assessor to complete
Satisfactory (S)/ Was this a
Not Satisfactory resubmission?
Assessment Task (NS) Date Y/N
Analysis

Is Resubmission required? ☐ Yes ☐ No Resubmission Due Date:
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ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
_________________________________________________________________________________
___________
_________________________________________________________________________________
___________
_________________________________________________________________________________
___________
_________________________________________________________________________________
___________
_________________________________________________________________________________
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_________________________________________________________________________________
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Assessor signature:
____________________________________________________________________________
Assessor name:
______________________________________________________________________________
Date:
_________________________________________________________________________________
______
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Assessment Task 4: Analysis
TASK SUMMARY:
This assessment requires you to produce a report for the management team to report on customer
service provision
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK
 Access to a computer, email software and the Internet.
WHEN AND WHERE SHOULD THE TASK BE COMPLETED?
 The assessment tasks may be done in your own time as homework or you may be given time
to do this task in class (where applicable).
 Your assessor will provide you with the due date for this assessment.
WHAT NEEDS TO BE SUBMITTED?
 Completed report
INSTRUCTIONS:
Read the following scenario and complete the activities below:
As part of the continuous improvement and innovation review and implementation, Woodhouse
Recruitment implemented a formal survey to assess candidate’s satisfaction with the company’s
services. The survey included 15 questions and is focused on the company’s services and desire to
improve these. Of the 100 surveys that were sent out by post, only 12 were returned.
Customer survey findings are as follows:
Overall satisfaction with Woodhouse Recruitment:
 7 totally satisfied
 2 somewhat satisfied
 0 dissatisfied
 1 totally
dissatisfied No
comments provided
Ease of doing business with Woodhouse Recruitment:
 5 totally satisfied
 4 somewhat satisfied
 2 dissatisfied
 1 totally dissatisfied
Comments from candidates:
 Got the job I wanted, thanks so much
 Consultants friendly
 Hard to contact consultants
 Didn’t keep us up to date with progress of applications
Customers who said they would recommend Woodhouse Recruitment to others:
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5 very much so
4 most likely
2 no, I would not recommend
1 definitely would not recommend
Comments from candidates:
 Would definitely recommend
 I would not recommend as I was not happy about the lack of information throughout the process
 I wouldn’t recommend – I kept being sent for jobs that just weren’t right for me.
Prepare a report that covers the following:
1. Read the article below and develop an analysis based on your review of this article as to why
the survey sent out by Woodhouse Recruitment might have not been effective.
http://www.peoplepulse.com/resources/useful-articles/recruitment-process-feedback/
2. Discuss the successors from this type of continuous improvement initiative. What could
Woodhouse Recruitment take from this experience into future efforts to improve
performance?
3. Review and analyse the results of the 12 surveys received, outlining the results of the customer
survey, as well as potential reasons for the low return.
Present the results of the survey in bar charts that include the percentages and provide an
analysis of the overall customer satisfaction, ease of doing business and customer loyalty.
You should also comment on the validity of the findings given the low return.
4. Make recommendations for future customer surveys, including the frequency
5. Submit your report to your assessor.

Assessment Task-4
Introduction
The report provides with an analysis of the recruitment process and the importance of the feedback in
the surveys conducted by the Woodhouse Recruitment. The report has developed for identification of
the problems and issues reported in the recruitment process and the ways through which these issues
can be decreased. Further analysis of the business decisions and surveys has been interpreted in the
report.
Analysis of Woodland Recruitment
The article reflects upon the importance of feedbacks in the recruitment processes which are related to
the concepts of recruitment or the recruitment function at the organization. The article has provided
with various tips and effective suggestions to reduce the challenges and issues in the process of
recruitment. The article has presented with focus of the feedback in the organization. The article has
included various tools and system approaches to ensure the importance and inclusion of feedback in
the business. It has suggested for systemizing the processes and procedures of feedbacks to improve
the quality of data collection and facilitate the development of analysis. The article has also reflected
on the engaging activities like rewards and paying the participants for increasing the effectiveness and
efficiency of the surveys conducted.
Suggestions to improve the data collection and survey feedback used by Woodhouse
Recruitment
The continuous improvements initiatives have provided with various successes for the feedback
evaluation and assessment the survey conducted. The article has provided with the below mentioned
suggestions to achieve the targets and outcomes. The tips and suggestions are discussed as below:
 Systemizing the feedback processes
 Providing with incentives and rewards to the participants
 Assessing the length of the survey conducted
Reviewing of the Survey
Q1- Overall satisfaction with Woodhouse Recruitment.
 7 totally satisfied
 2 somewhat satisfied
 0 dissatisfied
 1 totally dissatisfied
Analysis:- the graph above represents that majority of the respondents are satisfied by the recruitment
approaches adopted by Woodhouse recruitment.
Q2- Ease of doing business with Woodhouse Recruitment.
 5 totally satisfied
 4 somewhat satisfied
 2 dissatisfied
 1 totally dissatisfied

Analysis:-The above graph depicts consumer satisfaction form the services and functions developed
by the organization is high and a slight requirements are present for adopting innovative and continues
development approach.
Q3- Comments from candidates.
 Got the job I wanted, thanks so much
 Consultants friendly
 Hard to contact consultants
 Didn't keep us up to date with the progress of applications
Q4- Customers who said they would recommend Woodhouse Recruitment to others.
 5 very much so
 4 most likely
 2 no, I would not recommend 1 definitely would not recommend
Analysis:- It can be developed from the above graph that most of the consumers are satisfied by the
service and will recommend the services provided by Woodhouse recruitment to their friends and
families.
Q 5- Comments from candidates.
 Would definitely recommend
 I would not recommend as I was not happy about the lack of information throughout the
process
 I wouldn’t recommend – I kept being sent for jobs that just weren’t right for me.
Conclusion
From this report it can be observed that consumers are satisfied by the services an functions provided
by Woodhouse Recruitment. It has been established that continuous improvements and innovations
are required in order to increase the effective of the services and business operations. These are
required to perform effectively in the competitive and dynamic business environment

What do I need to hand in for this task? Have I completed this?
Completed report 
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References
 Chang, J. F. (2016). Business process management systems: strategy and implementation.
CRC Press.
 Epstein, M.J. (2018). Making sustainability work: Best practices in managing and measuring
corporate social, environmental and economic impacts. Routledge.
 Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence.
Upper Saddle River, NJ: pearson.
 Hayes, J. (2018). The theory and practice of change management.
 Jaber, M. Y. (2016). Learning curves: Theory, models, and applications. CRC Press.
 Lu, Y., Nakicenovic, N., Visbeck, M. and Stevance, A.S. (2015). Five priorities for the UN
sustainable development goals. Nature, 520(7548), pp.432-433.
 Oakland, J. S. (2014). Total quality management and operational excellence: text with cases.
Routledge.
 Petrick, J. (2017). Total quality in managing human resources. Routledge.
 Ross, J. E. (2017). Total quality management: Text, cases, and readings. Routledge.
 Shingo, S. (2017). The sayings of Shigeo Shingo: Key strategies for plant improvement.
Routledge.
 Stefánsdóttir, K.H. (2013). Are there signs of a better organizational performance in the
presence of servant leadership (Doctoral dissertation).