BSBMGT403: Assessment - Implement Continuous Improvement Workbook

This document presents a completed learner workbook for the BSBMGT403 unit, focusing on implementing continuous improvement. The workbook includes various activities designed to assess the candidate's understanding of continuous improvement systems and processes. Activities cover topics such as organizational decision-making, communication strategies, coaching and mentoring, performance monitoring, customer service, and questionnaire development. The student has provided answers to questions related to these topics, offering insights into how continuous improvement can be implemented within an organization. Furthermore, the workbook includes a survey and plan of action for gathering customer feedback and communicating the findings to relevant staff. The document showcases a practical application of continuous improvement principles and provides a comprehensive assessment of the student's knowledge and skills in this area.

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.