ILSC BSBINN201: Contribute to Workplace Innovation Project - BizOps

This document details a student's project for the BSBINN201 unit, which focuses on contributing to workplace innovation. The project involves a team-based analysis of BizOps Enterprises, a medium-sized organization facing issues with its dispatch process and customer complaints related to delayed deliveries. The project requires the team to identify problems, propose improvement ideas, and prepare a presentation with slides to address the operational challenges. The student's submission includes an assessment cover sheet, a declaration, and a detailed response to the project requirements, including a list of identified problems, potential solutions, and the team's perspectives. The project also incorporates online quizzes and observation assessments, demonstrating the student's comprehensive understanding of the unit's competencies. The student addresses issues such as inefficient dispatch times, lack of training for new employees, and negative comments from the sales team. The project aims to improve the efficiency and customer satisfaction of BizOps Enterprises by analyzing the current processes and proposing changes.

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BSBINN201 Contribute to workplace
innovation
ASSESSMENT COVER SHEET
Student ID Student Name
First Name:
Last Name:
Student’s declaration:
By submitting this assessment, you are acknowledging and agreeing to the following
conditions: Please check each item in the box, if you agree.
I have read and understood the details of the assessment.
I have been informed of the conditions of the assessment and the appeals process
and understand I may appeal if I believe the assessment is not equitable, fair or
just.
I agree to participate in this assessment, and I am ready to be assessed.
I declare that the attached is my own work or in collaboration with other
members of a group as required.
I have acknowledged all sources where appropriate in accordance with ILSC’s
Academic Integrity Policy, and I believe other group members have done the
same.
Submitting your assessment: Complete all assessment tasks, save, and upload in Moodle
for grading. Please view the videos on submitting work through Moodle in the FAQ section of
your VET Orientation course. Check Moodle grades and feedback on your submission. You will
receive an email notification when your assessment has been graded.
Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each
box. Refer to the assessor's handbook for further information if required.
Authentic: The assessor is assured that the evidence presented for assessment is
the learner’s own work.
Valid: The assessor is assured that the learner has the skills, knowledge and
attributes as described in the module or unit of competency and associated

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assessment requirements.
Current: The assessor is assured that the assessment evidence demonstrates
current competency. This requires the assessment evidence to be from the
present or the very recent
past.
Sufficient: The assessor is assured that the quality, quantity and relevance of the
assessment evidence enable a judgement to be made of a learner’s competency.

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How to work through your assessment
Your assessment is designed to assess your performance of competency for the unit
BSBINN201 Contribute to workplace innovation, Release 1. Your assessor will help you
fully understand assessment requirements for this unit.
The features of this assessment are detailed in the following table.
Feature of the
assessment
resource
Explanation
Assessment
information and
scope
This unit describes the skills and knowledge required to
make a pro- active and positive contribution to
workplace innovation.
It applies to individuals working in any industry or
community context, in both small and large
organizations who take a pro-active approach to
identifying, suggesting and developing ideas about
better ways of doing things at a practical operational
level in a specific area of activity.
The key outcomes are:
 Identify opportunities to do things better
 Discuss and develop ideas with others
 Address the practicalities of change
Assessment
overview
To demonstrate competency, you must successfully
complete all three assessment tasks.
Task 1: Online Moodle Quizzes
Task 2: Team Project & Presentation: Implementing
new ideas at Biz-Ops Enterprises
Task 3: Observation
Complete the
following tasks
 Task 1: Online Moodle Quizzes
Complete your Moodle quizzes online for each topic. You
will demonstrate knowledge of the unit requirements in
your responses. These quizzes are self-marking.
 Task 2: Team Project & Presentation:
Implementing new ideas at Biz-Ops Enterprises.
You will be demonstrating the required skills and
knowledge by completing a team-based project and
presentation.
 Task 3: Observation
Your performance will be documented while being
observed by your assessor in a simulated off-the-job
situation that reflects the workplace.

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TASK 1 – Online Quizzes
Complete the following quizzes on Moodle:
o Topic 1 Online Quiz
o Topic 2 Online Quiz
o Topic 3 Online Quiz
TASK 2 – Team Project &
Presentation: Implementing new ideas at
BizOps Enterprises
Purpose You will demonstrate the skills and knowledge to take a
pro-active approach to identifying, suggesting and
developing ideas about better ways of doing things at a
practical operational level by completing a scenario-based
project and presentation as part of a team.
Task overview
and context
You and your team members receive an email from
Sarah Voss, Customer Service Manager.
Subject: Addressing customer complaints
Hello,
As you know, you have been working in the general
administration team for some time, Biz-Ops Enterprises is a
medium-sized organization that sells a range of exclusive
products via an online shop and phone sales. Efficient
packaging and dispatch of goods is very important to our
business.
However, we have had a number of complaints and the
BizOps management team estimate that we are losing at
least one order a month where the customer cancels
because an item has not been dispatched on time. The
problem is starting to have a large impact on our phone
sales. An average sale is $160, with a profit margin of 25
per cent.
You have recently changed roles to provide further
administration support between the sales team
and warehouse team in relaying orders and

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processing delivery records. As part of your new
role, I would like you to read the three (3) documents I
have provided, and respond to the tasks listed in the
‘BizOps tasks’ section below and discuss your ideas as
a team.
Kind regards,
Sarah Voss
Customer Service Manager

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Documents Document 1: Dispatch process
Sarah,
You asked for a description of the process that we follow
through to dispatch once customer orders are taken on the
phone. You say that there are, on average, two complaints
per week received from customers that their order was not
dispatched ‘same day’ as promised.
When phone sales are taken, customers are guaranteed
‘same day dispatch’ if the products are in stock and the
order is taken by 3 pm. The warehouse ‘pick and pack’
operations close at 4 pm and final dispatches leave at 4.30
pm. A standard order takes approximately 30 minutes to
process, while a special order may take up to one hour.
Document 2: Customer complaint
Dear BizOps,
I recently ordered a product as a gift for my wife. I wanted
the gift delivered quickly to arrive in time for her birthday.
When I explained this to the sales assistant on the phone,
she said that the product would be dispatched ‘same
day’. It did not, however, arrive until two days later
and I did not have it for her birthday.
I am not sure what has gone wrong, but I suggest BizOps
investigates this matter because delivery time is very
important to customers. I am disappointed that your staff
gave me the wrong information, and I won’t be ordering
from you again.
Peter Davies
Document 3: Comments and ideas you have gathered
“Managers have commented that the new warehouse
personnel do not know the product range very
well.”
“The warehouse staff seem to be so disorganised. Every
time I take a phone order over there and ask them if we
have the item in stock, the new staff just look at you. A lot
of them don’t know what our products are, or where to find
them. It really slows dispatch times.”
You have noticed that the phone sales team, with
whom you have been working, have started to make
frequent negative comments about how
disorganised the warehouse team are. They are
frustrated because they do not like their customers
being unhappy.
You personally think that recently, there seem to be a lot of
new employees in the warehouse, as BizOps has been
growing quickly. You are not sure if the warehouse
personnel do the same induction training that the
sales and office team undertake. They always seem to

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be under a lot of pressure to get lots of orders sent out, with
little time left for training.
You have also overheard customers complaining about
dispatch times for products that they have
purchased when they call in to the sales
department.
While the online shop delivers all orders electronically to
the warehouse, phone sales are still hand delivered from
the sales office to

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the warehouse floor. You have noticed that the person
responsible for the hand delivery often takes a long time to
print and prepare the orders as the printer is near the tea
room and others keep interrupting her to chat while she is
trying to do her work.
Instructions Work in a team (3 or 4 participants) and discuss ideas
to resolve shipping problems at BizOps.
Complete tasks 1 & 2 with your team. Your answers
must be your interpretation of the team discussions.
Questions 3 to 9 must be completed on your own (no
team discussion).
Prepare a 5 to 10-minute presentation of your ideas with
your team. Your presentation must include 6 to 8
presentation slides, which must be uploaded in Moodle
with your assessment.
An assessor will observe and mark your performance.
Resources
required
The following resources are required for this project to be
completed:
o organisational-charts.pdf
 Access to the internet
 Computer/office equipment
 Power Point slides for team presentation
You can find the ‘organisational-charts.pdf’ in Moodle
Assessment tab for this unit.
Assessm
ent
conditio
ns
Assessment will be conducted in a safe environment
where evidence gathered demonstrates consistent
performance of typical activities experienced by
individuals who make a pro-active and positive
contribution to workplace innovation.
 Computer/office equipment and resources
 relevant workplace documentation and resources
 interaction with others
Reasona
ble
adjustme
nt
If you are unable to undertake the assessment task as
designed, please speak to your assessor.

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Biz-Ops tasks & questions:
Read the information given by Sarah Voss and think of some ideas for improving the way
things are done at Biz-Ops.
Submit your ideas and presentation notes in the spaces provided.
It is particularly important to focus on the process followed in developing
your ideas, and the final improvements you suggest.
1. List your ideas for improvement, including:
a. All the problems or challenges you have identified.
b. Idea options and variations for at least two issues.
There are several problems needed to discuss:
 Online sales and the phone sales are effected hugely.
 The dispatch time perfection is very less.
 Delivery became very slow sometime.
 Administration training is very much needed for the new employee.
 New employee are irregular sometime; lack of knowledge is also a problem
 Sometimes phone sales team give negative comment, which will affect the company.
Mainly two modification is needed to recover the system properly
 The training provided by the administration needed to be polished, that is how the work
efficiency will increase. As well as the product dispatch and delivery issue will be solved.
 Those phone sales employee created bad impact for the negative comment needed to be
punished or terminated.

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c. Opinions of others in your group.
The overall employees have to be efficient properly. The performance became low if the administration and the
employee are not capable enough. So the administration have to take tuff decision for them, who are hampering
the organization. The training also needed properly to complete the achievement.

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d. Operational problems that are identified and addressed.
Operational problems:
1. The training of the phone sales team is needed properly.
2. Delivery time issue is a huge problem.
3. Package shipment is slow, that is why yearly one failure has been happened.
4. Warehouse employee’s efficiency is needed.

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e. How to implement the idea (describe the process step by step).
The Board of directors have to take decisions properly. The company has been effected for the lack of
knowledge and the awareness of the employee. That is why the directors have to plan in the proper way.
After that rules and the regulation will be delivered to the managers. Those employee who created lack
performance, they should be terminated or trained well. That is how the team performance will increase.