Facilitate Continuous Improvement - BSBSTR502 Assessment Guide

This assessment guide provides information on BSBSTR502 unit which describes the skills and knowledge required to lead and manage continuous improvement systems and processes. It includes two assessment tasks - Knowledge questions and Project. The guide also provides information for assessors and students on how to complete the assessment tasks.

BSBSTR502 - Facilitate
continuous improvement
Assessment Guide
Please use it as a guide only
Contents
BSBSTR502 - Facilitate continuous improvement..........................................................................1
Assessing this unit............................................................................................................................. 3
Assessment Task 1: Knowledge questions ......................................................................................4
Assessment Task 2: Project ............................................................................................................. 8
BSBSTR502 - Facilitate continuous improvement........................................................................20
Section 1: Identifying the continuous improvement needs of your business....................................22
Section 2: Systems and processes research ..................................................................................23
BSBSTR502 - Facilitate continuous improvement_ Assessment guide 1

Section 3: Continuous Improvement Policy.....................................................................................26
BSBSTR502 - Facilitate continuous improvement_ Assessment guide 2

Section 4: Knowledge management systems..................................................................................28
Section 5: Continuous improvement tools.......................................................................................29
Section 6: Continuous improvement presentation development......................................................30
Section 7: Continuous improvement presentation ..........................................................................31
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 3

Assessing this unit
BSBSTR502 Facilitate continuous improvement describes the performance outcomes, skills and
knowledge required to lead and manage continuous improvement systems and processes.
Particular emphasis is on the development of systems and the analysis of information to monitor
and adjust performance strategies, and to manage opportunities for further improvements.
The unit applies to individuals who take an active role in managing a continuous improvement
process in order to achieve an organisation’s objectives. At this level, work will normally be carried
out using complex and diverse methods and procedures which require the exercise of considerable
discretion and judgement, using a range of problem-solving and decision-making strategies.
For students to be assessed as competent, they must successfully complete two assessment
tasks:
Assessment Task 1: Knowledge questions – Students must answer all questions correctly.
Assessment Task 2: Project – Students must work through a range of activities and complete a
project portfolio.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 4

Assessment Task 1: Knowledge questions
Information for assessors
Knowledge questions are designed to help the student demonstrate the knowledge which they
have acquired during the unit. Ensure that you:
review the advice to assessors regarding administering knowledge questions in the Business
Works Assessor User Guide
provide students with a due date for assessment
provide submission guidelines to students
follow your organisation’s policies and procedures
refer to your organisation’s Training and Assessment Strategy
provide written feedback to each student
provide resubmission guidance to students (including a timeline) who do not complete the task
satisfactorily
complete the Assessment Task 1 Checklist which can be found at the end of this task.
complete the Final Results Record which can be found at the end of this Assessment Marking
Guide.
Assessment delivery information
Assessment delivery information which has been contextualised to your RTO’s student
cohort can be found in Appendix A of the Business Works Assessor User Guide. Use
this information to advise students of:
where this task should be completed
the maximum time allowed for completing this assessment task
whether or not this task is open-book.
Note: Students should complete and submit an assessment cover sheet with their
work. A template is provided in Appendix C of the Assessor User Guide.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 5

Information for students
Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:
review the advice to students regarding answering knowledge questions in the Business Works
Student User Guide
comply with the due date for assessment which your assessor will provide
adhere with your RTO’s submission guidelines
answer all questions completely and correctly
submit work, which is original and, where necessary, properly referenced
submit a completed cover sheet with your work
avoid sharing your answers with other students.
Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the Business Works Student User Guide. Refer to the appendix for information on:
where this task should be completed
the maximum time allowed for completing this assessment task
whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix C of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 6

Questions
Provide answers to all of the questions below:
Describe three systems and processes which facilitate continuous improvement within
organisations. Discuss the relevance of each system or process to continuous improvement.
You may consider
 knowledge management
 quality management
 performance management
 digital systems and tools
Describe the relevance of the following business systems to continuous improvement. List two
requirements for each to help ensure their effectiveness in supporting continuous improvement.
System Relevance to QI Requirements for effectiveness
Knowledge
management
QI processes are aided by
knowledge management
systems. They provide data to
assist improvement initiatives
as well as information on
concerns that need to be
addressed.
Systems to be in place for data
entry/accuracy/currency/security etc
Support from all employees to keep
systems up to date
Technology to support systems
Quality
Quality systems provide
measurable goals and
standards.
Sustainability
Performance
planning and
management
Discuss two decision-making processes commonly used in a quality management/continuous
improvement application.
Employees who participate in decision-making (especially during times of change) are more
likely to support the change and actively participate in continuous improvement.
Decision types include:
 Strategic decisions
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 7

 Tactical decisions
 Operational decisions
 Creative decisions
Decision-making models include:
 Rational
 Bounded rationality
 Intuitive
 Creative
For more information go to:
https://courses.lumenlearning.com/principlesmanagement/chapter/11-2-understanding-
decision-making/
Outline typical decision-making processes in a program context.
A decision-making process is a series of steps taken by an individual to determine the best option
or course of action to meet their needs.
There are many different decision-making methodologies, but most share at least five steps in
common:
1. Identify a business problem.
2. Seek information about different possible decisions and their likely effect.
3. Evaluate the alternatives and choose one of them.
4. Implement the decision in business operations.
5. Monitor the situation, gather data about the decision's impact and make changes if
necessary.
https://www.techtarget.com/searchbusinessanalytics/definition/decision-making-process
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 8

Assessment Task 2: Project
Information for assessors
In this task, students are required to demonstrate their skills and knowledge by working through a
number of activities and completing and submitting a project portfolio.
You will also observe students participating in interactions and making a presentation. This can be
in person or via a video or audio recording.
Students will need access to:
a suitable place to complete activities that replicates a business environment including a meeting
space and computer and internet access
their Student Assessment Tasks
their learning resources and other information for reference
the Simulation Pack
Project Portfolio template.
Ensure that you:
review the advice to assessors regarding administering practical assessment in the Business
Works Assessor User Guide
provide students with a due date for assessment
follow your organisation’s policies and procedures
refer to your organisation’s Training and Assessment Strategy
provide written feedback to each student
provide resubmission guidance to students (including a timeline) who do not complete the task
satisfactorily
complete the Assessment Task Checklist which can be found at the end of this task
complete the Final Results Record which can be found at the end of this Assessment Marking
Guide.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 9

Assessment delivery information
Assessment delivery information which has been contextualised to your RTO’s student
cohort can be found in Appendix A of the Business Works Assessor User Guide. Use
this information to advise students of:
where this task should be completed
the maximum time allowed for completing this assessment task
whether or not this task is open-book.
Note: Students should complete and submit an assessment cover sheet with their
work. A template is provided in Appendix C of the Assessor User Guide but you should
refer to your organisation’s policies and procedures.
Students must submit:
a completed Project Portfolio.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 10

Information for students
In this task, you are required to demonstrate your skills and knowledge by working through a
number of activities and submitting a completed project portfolio.
You will need access to:
a business or simulated business which meets the requirements described in the activities below
a computer with internet access and email
your learning resources and other information for reference
Project Portfolio template
Simulation Pack (if you need a case study).
Ensure that you:
review the advice to students regarding responding to written tasks in the Business Works Student
User Guide
comply with the due date for assessment which your assessor will provide
adhere with your RTO’s submission guidelines
answer all questions completely and correctly
submit work which is original and, where necessary, properly referenced
submit a completed cover sheet with your work
avoid sharing your answers with other students.
Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the Business Works Student User Guide. Refer to the appendix for information on:
where this task should be completed
how your assessment should be submitted.
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 11

Activities
Complete the following activities:
1. Carefully read the following:
This project requires you to establish, lead and manage continuous improvement
systems and processes for at least one organisation or work area within an
organisation by:
identifying the current state of the CI systems and processes
identifying opportunities for improvement
developing and implementing new systems
supporting and encouraging people to participate in CI processes
monitoring and adjusting systems and processes
addressing sustainability requirements
ensuring continuous improvement.
Selecting a business to work with
Vocational education and training is all about gaining and developing practical skills
that are industry relevant and that can help you to succeed in your chosen career.
For this reason, we are giving you the choice to base this project on your own
business, one you work in or a familiar with, or you can use the case study
provided. This will mean that you are applying your knowledge and skills in a
relevant, practical and meaningful way to your own situation!
If you choose to base your assessment on your own business or workplace, it is
important that you are able to access enough information for your chosen business
to be able to successfully complete each of the assessment tasks. As a minimum,
this will include organisational policies and procedures related to workplace
communication, quality management and those that address performance planning
and management.
You will make a final decision about whether to work with the case study business
or a real business in the next step.
Completing your Project Portfolio
You will be collecting evidence for this unit in a Project Portfolio. The steps you
need to take to complete your Portfolio are described below.
Communicating with others
You will need to communicate with stakeholders a number of times. This will
include members of your team, customers and a senior manager responsible for
operations.
Your communication may be directly with actual staff members and customers from
within your own business or workplace. Alternatively, your fellow students and/or
your assessor can play the roles of the relevant people. Some of the
communication for this unit must be face to face. However, this doesn’t mean that
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 12

all parties must be in the same room – you can use video conferencing or any other
appropriate format, as long as it meets the requirements outlined in this guide and
in your Project Portfolio.
If communication is taking place in the form of a role play, group students
who have selected the same or similar business and team.
Preparation
Select a business to work with, a work area and a role
As you saw earlier, this unit requires you to facilitate continuous improvement. You
will require a leadership role to do this. You will also need to identify a work area or
department within the organisation.
For students working with their own business
Complete Page 4 of your Project Portfolio by:
describing the business
describing your role and your work area
Submit Page 4 to your assessor. Your assessor must approve your business
before you proceed with assessment.
Please make sure that the business is suitable, that the student is in a suitable role
and that the business already has policies and procedures for to workplace
communication, quality management and those that address performance planning
and management in place. If not, refer the student to the case study.
For students working with the case study business
Take some time now to read through the Simulation Pack for this unit and then
Complete Page 4 of your Project Portfolio by:
describing the case study business
describing your role and your team.
You will use your real names, backgrounds and communication preferences and
styles during all role plays to ensure that the simulation is realistic.
Review all of your documents
Before you begin your assessment, read through all of your assessment
documents including this guide and your Project Portfolio. If you are working with
the case study business, you should also read through all of the documents in the
Simulation Pack.
If you are working with your own business, a business that you work in or are
familiar with, make sure that you have access to all of the documents that you need
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 13

and that you have familiarised yourself with them.
Make sure that you understand what you need to do and, if you have any
questions, speak to your assessor or workplace supervisor.
Identifying the continuous improvement needs of your business
The first part of this assessment task requires you to look at your business
or work area’s current continuous improvement systems and processes and
to identify areas for improvement. This process must include a discussion with
client (internal or external) of the business or work area that you are working with
(note that the discussion must be verbal but is not required to be face to face. You
may wish to video conference or speak to them by phone).
If you are working with the case study business:
To make sure you have enough information about the customer service issues
described in the simulation pack, you are going to have a discussion with one of
your main customers. You want to find out what their customer experience has
been like with E-OfficeWorx.
Your assessor or a fellow student will play the role of the customer. During the
discussion, you will need to demonstrate effective communication skills including:
Speaking clearly and concisely
Communicating in a way that is professional, respectful and appropriate based on
the customer–organisation interaction
Using non-verbal communication to assist with understanding
Asking questions to identify required information
Responding to questions as required
Using active listening techniques to confirm understanding.
The purpose of the discussion is for the student to interact with a customer to
determine whether the customer complaints they have received are truly indicative
of customer service issues or whether the complaints may have been related to
one-off situations.
Provide the student with at least two issues that reflect the feedback they have
already received (for example, there are long wait times, which can sometimes end
with the call being cut off and no one returns the call, there are some issues with
staff not knowing the products being sold, overdue deliveries with no feedback or
support from staff, incorrect pricing on invoices, customer service taking too long to
address complaints or problems, etc).
Work into Section 1 of your Portfolio.
If you are working with your own business:
Arrange for a discussion with a client to gather information about their customer
experience with your organisation or work area. During the discussion, you will
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 14

need to demonstrate effective communication skills including:
Speaking clearly and concisely
Communicating in a way that is professional, respectful and appropriate based on
the customer–organisation interaction
Using non-verbal communication to assist with understanding
If your assessor does not participate in your discussion or directly observe your
discussion, you will need to record it for your assessor to review later. You should
attach these recordings to Section 1 of your Portfolio. If you need help with this
process, speak to your assessor.
Make sure you have answered all questions Section 1 of your Portfolio. Submit to
your assessor for review.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 1 of the Project
Portfolio and make sure you attach these upon submission.
Project Portfolio Assessor Section 1 for detailed guidance with marking.
Provide feedback, and if necessary, ask students to make amendments and
resubmit.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 15

Researching a continuous improvement strategy
The first part of this activity requires you to conduct research to identify options for
a continuous improvement system and processes for your business or work area.
Make notes on your research, which you will then use to develop a continuous
improvement policy and two continuous improvement tools, as well as a
presentation for staff about the benefits of continuous improvement and to provide
training in the new continuous improvement processes and systems. You will do
this in the next activity.
Your research should include identifying:
the benefits of implementing continuous improvement systems and processes
across the company
continuous improvement models that may be suitable for the company, such as the
Plan Do Check Act, Six Sigma or TQM approach to continuous improvement. You
should research at least two models and identify the best one to use to meet the
needs that you identified in Activity 3.
ways of building in continuous improvement into business systems and procedures
including performance management, organisational sustainability, health and safety
and knowledge management and to address existing issues within the company.
continuous improvement tools (for example, continuous improvement register and
forms, flow charts) that can be used as part of a continuous improvement system.
Identify and describe at least four.
decision-making processes for supporting continuous improvement
strategies for encouraging staff to participate in continuous improvement decision-
making.
strategies for ensuring that staff are informed about continuous improvement
processes, as well as the outcomes of continuous improvement processes.
mechanisms that can be used to obtain feedback from customers, suppliers and
staff.
ongoing mentoring and coaching processes that can be used to ensure that staff
are able to implement and support continuous improvement processes.
strategies for ensuring continuous improvement in organisational sustainability.
knowledge management strategies to ensure that insights and experiences from
the business’s activities are captured and learnings are accessible to all staff. You
should identify and describe at least two strategies that may be suitable for your
business and explain why.
Work into Section 2 of your Portfolio.
You will use the work done in this section of the Portfolio to guide your work in the
next stage of your assessment. Do not proceed with the next stage until you have
received feedback from your assessor.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 16

Make sure you have answered all questions in both copies of Section 2 of your
Portfolio. Submit to your assessor for review.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 2 of the Project
Portfolio and make sure you attach these upon submission.
Project Portfolio Assessor Section 2 for detailed guidance with marking. Provide
feedback, and if necessary, ask students to make amendments and resubmit.
Developing a continuous improvement policy
The next part of this assessment requires you to use the results of your research to
develop a continuous improvement policy with supporting tools and systems for
your business or work area.
Work into Section 3 of your Portfolio.
Your policy should include, as a minimum:
purpose of the policy
scope of the policy
continuous improvement principles
continuous improvement model
continuous improvement implementation.
staff participation and communication
knowledge management systems which will capture team progress, insights and
experiences (you will develop two of these systems in Activity 6)
tools to support the continuous improvement process (you will develop two of these
tools in Activity 7)
responsibilities.
Submit Section 3 of your Portfolio to your assessor for review.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 3 of the Project
Portfolio and make sure you attach these upon submission.
Project Portfolio Assessor Section 3 for detailed guidance with marking. Provide
feedback, and if necessary, ask students to make amendments and resubmit.
Developing knowledge management systems
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 17

You are required to develop two of the knowledge management systems that you
identified through your research in Activity 4. You will introduce your team to one of
the knowledge management systems that you develop during your presentation in
Activity 9.
Work into Section 4 of your Portfolio.
Submit Section 4 of your Portfolio to your to your assessor for review.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 4 of the Project
Portfolio and make sure you attach these upon submission.
Project Portfolio Assessor Section 4 for detailed guidance with marking. Provide
feedback, and if necessary, ask students to make amendments and resubmit.
Developing continuous improvement tools
You are required to develop a minimum of two of the continuous improvement tools
that you identified through your research in Activity 4 and which you referred to in
the Policy that you developed in Activity 6.
Work into Section 5 of your Portfolio.
Submit Section 5 of your Portfolio to your assessor for review.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 5 of the Project
Portfolio and make sure you attach these upon submission.
Project Portfolio Assessor Section 5 for detailed guidance with marking. Feedback
Form Assessor and the Continuous Improvement Register Assessor also give
examples of tools that the student may develop.
Provide feedback, and if necessary, ask students to make amendments and
resubmit.
Develop a continuous improvement presentation
Use the results of your research and your policy development work to develop an
information and training session for your team about the new continuous
improvement systems. You will deliver the presentation to your team in Activity 9.
You will also use this presentation to confirm with your team that the systems you
have developed meet the needs that you identified earlier. Particularly in relation to:
organisational sustainability
capturing team progress, insights and experiences
accessibility to continuous improvement information
the efficiency of the systems and processes that you have developed
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 18

other areas for improvement.
You are required to develop a PowerPoint presentation that includes graphics to
support your explanations of the content. Plan your presentation to last for at least
15 minutes with an additional 15 minutes for questions and feedback.
Your presentation should address:
The benefits of implementing continuous improvement systems and processes
across the company.
The continuous improvement models that you have identified as most suitable for
use in the business or work area, and that are the basis of the policy you have
developed.
An outline of your policy.
One of the knowledge management systems that you developed in Activity 6
(choose the one that is most relevant to the group you are presenting to)
The two continuous improvement tools that you developed in Activity 7 (for
example, continuous improvement register and forms, flow charts)
Strategies for encouraging staff to participate in continuous improvement decision-
making.
Strategies for ensuring that staff are informed about continuous improvement
processes, as well as the outcomes of continuous improvement processes.
Mechanisms that can be used to obtain feedback from customers, suppliers and
staff.
Ongoing mentoring and coaching processes that can be used to ensure that staff
are able to implement and support continuous improvement processes.
Strategies for ensuring continuous improvement in organisational sustainability.
Knowledge management strategies to ensure that insights and experiences from
the business’s activities are captured and learnings are accessible to all staff.
How digital systems/technology can assist the business or work area to improve
their continuous improvement processes and thus improve organisational efficiency
and productivity.
Work into Section 6 of your Portfolio. Submit to your assessor for review.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 6 of the Project
Portfolio and make sure you attach these upon submission.
Do not proceed with the next activity until you have received and incorporated
feedback from your Assessor regarding your presentation.
Students are required to seek and incorporate feedback before moving to the next
phase of assessment. Suggest at least two improvements that they could make to
their policy, tools or presentation for this purpose.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 19

Deliver the continuous improvement presentation
The final part of this assessment requires you to present your continuous
improvement presentation.
Deliver your PowerPoint presentation to the team, addressing all the required
content.
Advise your team that they may ask questions at the end of the presentation.
During your presentation, you will need to demonstrate effective communication
skills including:
Speaking clearly and concisely
Using non-verbal communication to assist with understanding
Asking questions to identify required information
Responding to questions as required
Using active listening techniques to confirm understanding
Communicating in a respectful, professional and engaging manner with the group
to present your communication, taking consideration of the members of your
audience and their position.
Your team will offer suggestions, which you will need to incorporate into your
continuous improvement policy, tools or systems so you will need to record these
for analysis later.
At the conclusion of your presentation, analyse the feedback from your team and
incorporate it into your policy.
If you are working with the case study business, or, if you are not able to meet with
people from your workplace, your assessor and/or a fellow students will play the
role of your team members. Your assessor will work with you to arrange this.
If the student is working from the case study business, or, if it is inappropriate for
the student to present to people from their workplace, you will need to arrange for
other trainers, assessors or fellow students to play the role of their team.
If your assessor does not participate in your presentation or directly observe your
presentation, you will need to record the session for your assessor to watch later.
You should attach these recordings to Section 7 of your Portfolio. If you need help
with this process, speak to your assessor.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 7 of the Project
Portfolio and make sure you attach these upon submission.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 20

Analyse feedback, and if necessary, make amendments and resubmit.
BSBSTR502 - Facilitate continuous
improvement
Project Portfolio
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 21

Contents
BSBSTR502 - Facilitate continuous improvement..........................................................................1
Assessing this unit............................................................................................................................. 3
Assessment Task 1: Knowledge questions ......................................................................................4
Assessment Task 2: Project ............................................................................................................. 8
BSBSTR502 - Facilitate continuous improvement........................................................................20
Section 1: Identifying the continuous improvement needs of your business....................................22
Section 2: Systems and processes research ..................................................................................23
Section 3: Continuous Improvement Policy.....................................................................................26
Section 4: Knowledge management systems..................................................................................28
Section 5: Continuous improvement tools.......................................................................................29
Section 6: Continuous improvement presentation development......................................................30
Section 7: Continuous improvement presentation ..........................................................................31
Student name: Need to complete this section
Assessor: Need to complete this section
Date: Need to complete this section
Business/work area this
assessment is based on:
This may be the case study business provided (E-OfficeWorx) or
a suitable business or work area.
Leadership role and team: Need to describe their role and team.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 22

Section 1: Identifying the continuous
improvement needs of your business
Record the outcomes of your customer meeting and identify the continuous improvement needs of
your business.
Preparing for the meeting
How did you prepare for the
customer meeting? What
information did you review?
What policies and procedures
did you refer to?
By researching the client before meeting and researching the client
competitors. The information review is about the clients
background its experience and requirements. The organisation will
follow the policies and procedures of code of conduct, health &
safety to protect the employees.
Outcomes of the customer
meeting
Document the feedback that
your customer provided you
with. What did this tell you
about the continuous
improvement needs of your
business?
The feedback provided by the customer such as the service of
customer is too long to address the problem, incorrec5t pricing on
invoices. The continuous improvement is needed to enhance
quality of service delivery, customer focus.
Attach: Recording of customer discussion (if assessor did not
participate or directly observe)
☐
Program Management Policy and Procedures ☐
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 23

Section 2: Systems and processes research
Write your research report below.
Benefits of continuous improvement
Describe the benefits of continuous improvement to the organisation, its employees and other
stakeholders.
The continuous improvement is continuing cycle for the evaluating and reviewing the process
and procedures.
To organisation- it improves product quality, increase efficiency and productivity, reducing
waste.
To employees- Great employee engagement, employee satisfaction and teamwork.
To stakeholders- Decrease in cost, safe workplace.
Continuous improvement models
Plan Do Check Act model
This model was developed by the Edwards Deming which developed the method of
determining products and process to perform effectively along with offers useful, controlled
problem solving processes. This involves the four stages-
Plan- in this stage organisation identifies problem by exploring available information. There is
implementation of robust plan by generating and screening ideas.
Do- After identifying solution of problem its safety is test which helps in knowing the changes
made have achieve desire outcome.
Check- This stage is related with the analyses of results against criteria. It is used for
measuring the effectiveness of test solution. The more changes can also be made.
Act- It is last stage in which solution is implemented which helps in achieving the organisation
goals.
Total Quality Management
It is described as management approach t0o have long term success by having customer
satisfaction. The members of organisation participate in improving the processes, products,
services and culture in which they are working. This involves the principles of quality can and
must be managed, every employee is responsible for quality, total employee commitment. It
provides the quality assurance which is expected by customers and makes needed
corrections.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 24

Building in continuous improvement
Describe strategies for incorporating continuous improvement into business systems and
procedures including performance management, organisational sustainability, health and
safety and knowledge management and to address issues within the company.
Empowering employees for improvement
using regular feedbacks
Measuring impacts.
Continuous improvement tools
PDCA cycle
Kanban for visualising information
six sigma.
Decision-making processes for supporting continuous improvement
Decision types include:
 Strategic decisions- It is long term involving complex decisions and made by
senior managers.
 Tactical decisions- it is medium term which is less complex to make decisions
and made by middle managers.
 Operational decisions- The decisions are made related day-to-day operations
which is simple & routine and made by junior managers.
Decision-making models include:
 Rational decision making model- This model involves the six steps which involves
defining problem, identifying criteria, generating list of possible alternatives,
evaluating and determining the best of solution. It helps in minimising risk and
uncertainty.
Strategies for encouraging staff to participate in continuous improvement decision-making.
The use of survey by asking staff about their ideas for participate in continuous improvement
decision-making
Strategies for ensuring that staff are informed about continuous improvement processes and
outcomes
Knowledge management system will help in ensuring staff informed regarding continuous
improvement.
Ways of collecting feedback to inform continuous improvement
Through staff surveys, policies and procedure review, and customer survey.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 25

Ongoing mentoring and coaching processes that can be used to ensure that staff are able to
implement and support continuous improvement processes.
Senior members of staff could provide mentoring to more junior staff through a specific fixed
term mentoring arrangement.
Strategies for ensuring continuous improvement in sustainability.
Sustainability should be considered within all new processes to improve the business process
by Developing a green purchasing policy and Choosing environmentally products
A discussion of strategies for knowledge management and suitable strategies
Knowledge management strategies can include: Sharing of best practices, Performance
management
Two strategies for improving insights and experiences from business activities
Attach:
Reference list ☐
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 26

Section 3: Continuous Improvement Policy
Use this template to develop your Continuous Improvement Policy. Alternatively, if your
organisation has a standard template for policy development, work into that document.
Purpose
The purpose of continuous improvement policy is to evaluate organisation, goods, and
services on a regular basis for ensuring that bets possible service to our customers is
provided.
Scope
streamline work flows and reduce waste is scope of continuous improvement.
Continuous improvement principles
Business is committed to continuously improving all aspects of its operations with the aim of
delivering the best possible services to service users.
Continuous improvement model and implementation
The Plan Do Check Act model of continuous improvement.
 Plan
 Do
 Check
 Act
Tools to support the continuous improvement process
List the tools which are relevant to the implementation and support of this procedure. Don’t
forget that you will develop two of these tools later in this assessment.
Business uses a number of tools to support the continuous improvement process including:
Feedback form and Complaints forms
Knowledge management systems
List the knowledge management systems which are relevant to the implementation and
support of this procedure. Don’t forget that you will develop two of these systems later in this
assessment.
knowledge management systems to support the continuous improvement process including:
CRM and Accounting software
Strategies for encouraging staff to participate in continuous improvement decision-making
The use of survey by asking staff about their ideas for participate in continuous improvement
decision-making
Processes for communicating the continuous improvement processes and outcomes
Business should inform staff of the outcome of continuous improvement through a variety of
methods such as staff newsletter, Staff meetings & Emails.
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 27

Responsibilities
All staff should share ideas and give feedback to ensure ongoing continuous improvement.
Attach:
Relevant supporting policies and procedures ☐
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 28

Section 4: Knowledge management systems
Select two of the knowledge management systems that you outlined in your continuous
improvement strategy and develop them.
Describe the systems
Describe both systems. How
did they meet the
organisation’s needs? How will
they contribute to continuous
improvement within the
organisation?
Attach copies of both systems
(or links to both systems) to
this section of your Portfolio.
Knowledge management system 1
Enterprise wide knowledge management
Knowledge management system 2
knowledge work system
Attach: Knowledge management system 1 ☐
Knowledge management system 2 ☐
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 29

Section 5: Continuous improvement tools
Select two of the continuous improvement tools that you outlined in your continuous improvement
strategy and develop them.
Describe the tools
Describe both tools. How did
they meet the organisation’s
needs? How will they
contribute to continuous
improvement within the
organisation?
Attach copies of both tools (or
links to both tools) to this
section of your Portfolio.
Continuous improvement tool 1
Gemba walks which enables to tap in most valuable resources
company has which is people.
Continuous improvement tool 2
Continuous improvement software that offer powerful business
benefits.
Attach: Continuous improvement tool 1 ☐
Continuous improvement tool 2 ☐
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 30

Section 6: Continuous improvement presentation
development
Develop the script and PowerPoint for your information and feedback session.
Meeting the needs of your
team
How does your presentation
meet the needs of your team?
How have you applied your
organisation’s policies and
procedures?
Attach a copy of your
notes/script for the
presentation and your
PowerPoint to this section of
the Portfolio.
The use of clear and inclusive language to have understanding of
content. The collection of information regarding target audience is
used for developing presentation.
The script and PowerPoint should address the benefits of
implementing a continuous improvement system and processes.
Strategies for encouraging staff to participate in decision-making
Strategies for ensuring that staff are informed about continuous
improvement processes and outcomes
Gathering feedback
Describe the strategy that you
will use to gather, analyse and
apply feedback during the
session.
Attach any forms, surveys
and/or questionnaires that you
will use.
Positing link to a survey on social media. Polls and surveys,
monitoring feedback on other sites.
Attach: Presentation notes/script ☐
PowerPoint presentation ☐
Feedback form/notes/questionnaires ☐
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 31

Section 7: Continuous improvement presentation
Feedback
Summarise the feedback
gathered from your assessor,
during your presentation and
from any other stakeholders.
Attach copies of all feedback to
this section of your Portfolio.
Feedback – assessor
This helps in continuous improvement by monitoring reviews.
Feedback – during presentation
focusing on description rather than judgement, focusing on
observable behaviours.
Feedback – other stakeholders
To improve business operations and working, feedback reports.
Feedback analysis
Analyse the feedback and
summarise your conclusions.
How will you implement the
feedback?
Attach copies of revised
documents, tools and systems
to this section of your Portfolio.
The feedback helps in improving the business operations which
improves the performance of employees.
Attach: Feedback from your assessor, presentation session
participants and other stakeholders
☐
Revised documents ☐
BSBSTR502 - Facilitate continuous improvement
Assessment Guide l Version 1.1 l March 2021, Review April 2022
Australian English Colleges t/a Australian College of Hospitality and Business Management
Provider Code: 45215 | CRICOS Provider Code 03630A | 32