Implement Continuous Improvement | BSBMGT403

This learner workbook is for the assessment of BSBMGT403: Implement continuous improvement. It includes activities, questionnaire, plan of action, and competency record.

BSBMGT403
Implement Continuous
Improvement
Learner Workbook

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

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

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

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

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Activity 1A
Estimated Time 15Minutes
Objective To give participants an opportunity to think about the continuous
improvements systems that may be in place at their organisation.
Activity In small groups or in pairs, ask the participants to brainstorm the
following questions;
Does your organisation have a system in place to allow staff to
participate in the decision making process?
Yes, the organisation has a system that allows staff members to take
active participation in the decision making process. The system
includes developing a brainstorming session that can help to
understand the needs and requirements of the employees.
If not, how could team members be encouraged to participate in the
decision making processes?
Team members can be encouraged to participate in decision making
processes by providing with the required motivation such as non-
monetary incentives so that an urge to participate in the decision
making process can take place.
How could your organisation ensure that team members could take
some responsibility for the Continuous Improvement Process at your
organisation?
Continuous Improvement Process at the organisation can be applied
at the organisation by checking the quality of the work done and at
the same time to ensure that team members can be made to work on a
common goal of achieving the required quality within the
organisation.

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Activity 1B
Estimated Time 30 Minutes
Objective To give participants an opportunity to discuss how continuous
improvements changes are communicated at their organisation.
Activity In small groups or in pairs, ask the participants to discuss the
following questions;
How does your organisation currently communicate its continuous
improvement process to individuals and teams?
The organisation conducts meeting to communicate the continuous
improvement process to the individuals and teams so that concept of
continuous improvement as well as quality checking can be
considered as a part of the organisation.
Is it an effective method of communication? Why or why not?
This is an effective method of communication as it involves every
person that exists in the organisation and at the same time, decisions
can be made taking into account the opinion of all the individuals.
Along with this different mindsets of the people can be analysed with
the meeting.
Can you suggest a better way for the communication to take place?
What could be done to improve the way information is
communicated?
Communication can take place with the help of email. Every person
can be sent an email for being involved in the team decision-making
activity. Communication can be improved by ensuring that the
leaders maintain a democratic leadership style, which can help in the
development of trust among the employees and the employers.
Develop a form for the organisation to use as a template for provided
feedback on the continuous improvement process.
The development form can be in the form of questions that can be
used as a survey. The form may include Likert’s scale analysis which
in turn can include an analysis of the satisfactory and dissatisfactory
factors of an organisation.

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Activity 1C
Estimated Time 15 Minutes
Objective To give participants an opportunity to discuss the coaching and
mentoring process and how it applies to them.
Activity In pairs, ask the participants to discuss the following questions;
Have you ever been part of a coaching or mentoring process? Were
you the person delivering the coaching or mentoring or receiving it?
Was it effective? Why or why not?
I have been involved in a coaching process on which I have been
receiving coaching from my seniors. The process was effective and
thus it helped me to understand the differences that exist in the topic
of my research related to organisational decision making, leadership
and so on.
If it wasn’t effective, what would you do differently next time to
improve the process?
In case of the ineffectiveness of the coaching I would have sought
different coaching activities that may have helped to understand my
topic in a better manner.

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Activity 2A
Estimated Time 30 Minutes
Objective To give participants an opportunity to discuss ways to improve
planning and operations in their organisation.
Activity In pairs, ask the participants to discuss the following questions;
What other factors can influence performance in a working
environment? Why would these situation influence performance and
how can they be best managed?
Factors such as support from peers, motivation as well as job
satisfaction can help in improving the working environment. At the
same time, influence of the performance can be done by ensuring that
every employee can contribute to the success of the organisation as
well as identify the managerial behaviour such as democratic
management style to authenticate the best behaviour in a working
environment.
Brainstorm ideas and come up with suggestions for systems that your
organisation can put into place to monitor and review the
performance of its staff.
Idea such as development of a team of supervisors or CCTV cameras
can be used for monitoring the performance of the employees.
Performance appraisal system can be used to review the performance
of the staff.
What systems can be implemented to assist with planning and
improvements?
Planning and improvement can be done to assist with the
development of the competitive advantage in the organisation.
Systems such as development of strategies via strategic development
programme can be used to gain assistance from planning and make
improvements towards the organisation.

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Activity 2B
Estimated Time 15Minutes
Objective To give participants an opportunity to brainstorm who the customers
are in their organisation.
Activity In small groups, ask the participants to brainstorm the following;
Who are the internal and external clients are in your organisation?
Internal
 Employees
 Investors
 Shareholders
 Managers
External
 Customers
 Government
 Support groups
 Suppliers

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Activity 2C
Estimated Time 30Minutes
Objective To give participants an opportunity to brainstorm who the customers
are in their organisation.
Activity Individually or in pairs, ask the participants to research the
following;
Research CPD or CPE (Continuing Professional Education Points)
for various industries, your own industry or an industry you are
interested in working in.
If your organisation is not required to be involved in this process,
how can you implement something similar to make sure that your
staff are constantly learning and maintaining their knowledge base?
The staff can be made to constantly learn and maintain their
knowledge base by being provided with training, which can help in
enhancing the knowledge. The application of new educational
training can be analysed by identifying the level of training required
by the employees
Brainstorm the following in a group;
What does Customer Service mean to you?
Customer Service can be considered as a manner in which customer
satisfaction can be obtained by the organisation. Customer service
can help in the identification of the requirements of the customers
and analyse ways by which customers can be made to identify the
services provided by an organisation, both while selling the product
and after its services.

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

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Questionnaire / Survey
Question 1:
What is your gender?
a. Male
b. Female
Question 2:
What is your monthly income ($)?
a. Below 20,000
b. 20,000-50,000
c. Above 50,000
Question 3:
What are the attributes that you look for while attaining satisfaction of services?
a. Quality
b. Price
c. Service type
d. Time of delivery
e. Features
Question 4:
How much satisfied are you with the type of services provided by the organisation?
a. Highly satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Highly dissatisfied
Question 5:

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What recommendations can you provide to the organisation to improve its quality of
services?
a. Improve the quality of services by improving time management
b. Maintain consistency of services rendered
c. Identify ways to communicate with the customers
d. Lower the price of the products and the services

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Plan of Action
The plan of action that can be taken into consideration to communicate with the relevant staff
includes conducting a meeting.
The meeting can take place within the organisational premise and can be provided using the
data obtained from the survey and the results from the survey. The meeting minutes need to
be managed so that every point of the meeting can be addressed and at the same time, the
development of the meeting can take place by ensuring that the consent of the people are
gathered about the customer service that is obtained.
The action plan for the meeting can be:
Board action Next step Responsible
staff
Responsible
communities
Due date and
interim
updates
Status update
The action plan of the meeting can be considered to fluctuate as per the result and strategies
that are to be obtained for attaining proper management

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Activity 3A
Estimated Time 20 Minutes
Objective To give participants an opportunity to brainstorm ideas for
improvements in their organisations.
Activity In pairs or small groups, ask the participants to complete the
following;
Brainstorm some ideas for implementing processes to inform staff of
productivity and service improvements in your organisation.
Meeting can be considered as a process for informing the staff about
the productivity and service improvements. The meeting undertaken
can be considered as effective for improving the performance of
employees and to motivate them in achieving greatness.
Answer the following questions;
Has your company or a company you have ever worked for managed
change management in a positive way? What made it positive?
Change management was undertaken in a positive manner by
implementing the required changes with the consent of the
employees. The positivity of the change was that every employee
was on board to make the changes for the betterment of the
organisation.
Has your company or a company you have worked for managed
change in a negative way? What do you think the company did
wrong? What could they have done to improve the way in which
change was managed?
In case of managing change in a negative way, the thing that
company did wrong was to take rash decisions that can have a
negative impact on the development and management of the
individuals. Every employee could have been involved to understand
the changes that are being implemented so that consent on the
changes can be gained from the employees.

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Activity 3B
Estimated Time 20 Minutes
Objective To give you an opportunity to discuss the PMP (or similar) process at
your workplace.
Activity In pairs or small groups, discuss the following;
Discuss whether your organisation has a PMP or similar process in
place. If so, is it beneficial to staff? If not, do you think it would be
beneficial to have one in place? Why or why not?
The organisation has a PMP process in place and it can be useful to
understand the time limit that is required for a project to take place. It
is also necessary that the PMP process be implemented in a positive
manner so that benefits such as discipline and maintenance of
deadlines of project can be made

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Activity 3C
Estimated Time 20 Minutes
Objective To give you an opportunity to discuss record keeping processes (or
similar) process at your workplace.
Activity In pairs or small groups, discuss the following;
Does your organisation have a record keeping procedure in place? If
so, do you feel it is working well?
The organisation has a record keeping procedure which can be
considered as effective since every detail of the employee is taken
into consideration and at the same time during requirement the
details can be used for taking effective measures.
What records are you required to maintain for your organisation?
Records related to the personal information about the employees
such as name, address, birthdates, date of joining and any medical
conditions are maintained. At the same time, records related to leaves
as well as customer information, purchases as well as inventories and
budget are maintained.
Can you think of a better way to keep accurate records?
Accurate data can be maintained by using cloud storage facility so
that development of the record can be maintained within the
organisation.
Is your organisation using version control in managing records,
reports and documents? If so, is it an efficient system?
The effectiveness of version control is that updated version of the
systems as well as the record keeping methods can be implemented
that can help in developing the efficiency of the systems.
If not, do you see the benefit in using such a system?
The benefit of using the system can be considered as an advantage
since automatic update can help in the development of the records
and at the same time ensure that protect any records from being lost

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Skills and Knowledge Activity
Estimated
Time
60 Minutes
Objective To provide you with an opportunity to demonstrate your knowledge of
the required skills, knowledge and critical aspects of assessment.
Activity Complete the following individually and attach your completed work to
your workbook.
The answers to the following questions will enable you to demonstrate your
knowledge of:
 Reading
 Writing
 Oral Communication
 Navigate the world of work
 Interact the work of others
 Continuous improvement processes
 Typical areas of need for coaching and mentoring to support
continuous improvement
 Change management techniques and how they can support
continuous improvement and initiative
 Organisation’s systems and data that can be used for benchmarking
and monitoring performance for continuous improvement.
Think of an existing problem in your workplace which can be
streamlined and / or improved upon, in terms of fluidity and ease, in
order to secure and maintain the smooth flowing of the business. Create
a report detailing the issue you have selected and your proposition for a
solution. Write a paragraph explaining an effective and enjoyable
method of introducing your solution to your colleagues.
The issue that has been selected for the business includes development of a
successful team. The fact that the employees working within an organisation
fail to implement a proper team can be considered as negative for an
organisation. The solution to this can be delegating the team members’
specific responsibilities. It is necessary that the team members be aware of
the responsibilities that can be delegated by identifying the capabilities that
are possessed by the employees. The delegation of tasks can be considered
as a part of the team management process and members possessing similar
talents can be clustered together as one for mitigating the issue.
MajorActivity
Estimated Time 60 – 120 Minutes
Objective To provide you with an opportunity to revise the unit.
Activity This is a major activity – your instructor will let you know

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whether you will complete it during class or in your own time.
Attach your completed answers to the workbook.
You must individually, answer the following questions in full to show
your competency of each element:
1. Implement continuous improvement systems and processes
2. Monitor and review performance
3. Provide opportunities for further improvement
Use your workplace to assist in this or a work place that you are
familiar with to answer the following questions and generate a
report from your answers.
1) In order to ensure successful continuous improvement, all
departments within an organisation should be involved. Why
does the involvement of all departments contribute to
successful improvement and what is a possible issue of a
failure to achieve this?
The involvement of every department can help in gaining the
approval from the employees over the implementation of the
continuous improvement method. The possible issue that may relate
to a failure to achieve this includes gaining full attention and support
from the employees.
2) What are three ways of obtaining feedback from staff,
regarding a recent change or improvement?
Three ways of obtaining feedback includes survey, meeting as well
as an analysis of the responses from the sample questionnaire
collected. This can help in gaining information about the recent
changes or making improvements for the promotion of success.
3) Note the beneficial effects of workplace coaches / mentors
who are:
 Trustworthy: Can be trusted with a responsibility as
well as information that may be used for the
development of organisations as well as coaching and
mentoring
 Familiar with principles: Can be approached with
rules and regulations that can help in the development
of coaching as well as mentoring of the employees
 Experienced within their own role: Can help in
guiding the new members so that they can gain

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experience as well as understand the requirements that
are to be fulfilled by them
4) How could you use the organisation’s own existing systems
and technology to ensure that all staff have received their
required training?
The organisation’s existing system can be used effectively by
monitoring as well as evaluating the facilities so that training can be
provided in a proper manner to the employees. The systems can be
used by gaining legal permission from the superiors in terms of
providing training.
5) How can the company ensure that they are providing the best
possible customer service?
The best customer service can be provided by reducing the price of
the services as well as the products. At the same time, customer
service can be maintained by improving the quality of the products
and services. The needs and satisfaction of the customers can be
considered as a success for the organisation.
6) What possible negative effects could be caused by
communicating recommendations to a particular individual or
department within your organisation and how could you
avoid this?
Negative effects of communicating recommendations to a particular
individual or department may draw hated from other individuals and
department as they find it difficult to accept the fact that they ate left
out from the organisation. This can be avoided by conducting a
meeting between every individual as well as department so that
recommendations can be communicated between all of the
employees and departments in the organisation and alterative
suggestions can be obtained.
7) Why could not handling change in a good way damage a
business?
Mishandling of change can damage a business since it can prevent
the flow of work in a business. The changes may not be done in an
effective manner and thus, the damage may provide an organisation
with a competitive disadvantage.
8) Suggest a method of documenting work performance among
staff and describe how it may be implemented.

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Work performance can be documented by the use of cloud record
maintenance. The details of the staff can be maintained so that it can
be used in an effective manner for understanding the position of the
employees. Implementation of the cloud computing can be made by
providing relevant training to the employees about the manner in
which the cloud recording can be effective for the organisation.
9) Why is it important to keep a record of who has accessed files
and when? How could you implement this?
The importance can be attributed to the fact that every file that
accessed can be considered as the responsibility for the employee.
The time at which such a record can be maintained needs to be on a
daily basis. The implementation of this can be managed by
understanding the seriousness of the files that has been accessed and
the consequences that may be suffered in case any of the files are
missing.
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