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BSBSTR502 Task 2 – Performance and Skills Assessment

Task summary

This assessment task requires you to lead and manage continuous improvement systems and processes for at least one organisation or work area.

This project requires you to complete the assessment tasks using the case studies provided.

Required

You are required to demonstrate your ability to:

1. Address organisational sustainability requirements

2. Incorporate mentoring, coaching and other support to enable individuals to participate in continuous improvement processes

3. Capture progress, insights and experiences using established knowledge management systems

4. Encourage participation in decision making processes and ideas for continuous improvement.

Timing

1. You may review this assessment task at the commencement of your unit.

2. You may start this assessment in the first week of the term

3. The due date of this assessment is published in Canvas and you must submit by the due date.

Note: Failure to submit by the actual due date, will be marked as “Late” and recorded as an NYS.

Submit

This completed workbook.

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. You have 3 submission attempts.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with your trainer prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

General instructions

This is a written assessment task that requires you to develop strategies to support a continuous improvement culture in the organisation.

Choose one of the scenarios and topics below and complete all the questions.

Scenario A: You are a project manager that has been hired by company ABC to lead and manage a continuous improvement project in the customer service area of the business. The level of complaints from customers is increasing, there is a high turnover of staff, the technology in the customer service area is inadequate to serve the increased number of clients and the customer base has now grown to encompass clients from different cultural background. Your project team comprises of the 4 customer officers working in the customer service department and their team leader, none of them has worked in the company longer than 6 months.

Scenario B: You are the manager of the administration department in a small manufacturing company that is fast growing. Your team performs different tasks such as accounting (including payroll), liaison with suppliers and clients to resolve complaints, HR tasks such as recruitment and employee relationship management and any other administrative tasks that other departments (logistics, manufacturing operations, and marketing) cannot perform due to the increased workload. Your team comprises of 5 administrators who are overworked, stressed and demotivated. They have been with the company since day one and, although they constantly complain about the work, they are averse to change and improvement.

Develop a strategy to encourage team members to participate in decision making processes, assume responsibilities and take initiative for resolving the issues outlined in the scenario. In your strategy, include:
- 3 things that you can implement

When and how often you would implement them

How you will inform team members of the outcomes of the continuous improvement efforts.

Describe how you will communicate the continuous improvement strategies and outcomes to stakeholders.
1. List at least 3 stakeholders
2. Describe the communication process for each stakeholder
3. Describe how you will monitor and improve the communication strategy

Prepare a plan for the attention of the CEO of the company outlining the issues that have been observed, how you would propose to resolve them and develop a set of strategies to build a culture of continuous improvement in the organisation/department.

The plan must address all the following points:

An overview of the issues that have been observed

Recommendations on the continuous improvement intervention to be undertaken to resolve the issues.

For each recommendation, outline how the continuous improvement intervention meets sustainability requirements
Develop two detailed mentoring and / or coaching processes to ensure that employees can implement the recommendations and support the organisation’s continuous improvement processes
The systems and process you will use to monitor operational progress and identify further improvement opportunities.
A process to record work team performance to assist in identifying further opportunities for improvement
The CEO has positively responded to your plan with the following.

“Thank you for the detailed plan. I love it and believe it will resolve the issues and establish a great platform for continued improvement. I want this to be an example to the rest of the organisation. How can we capture and share the insight from your experiences with the rest of the organisation?”

Provide a written response to the CEO using the email template below. In your email, include at least 5 ways the insights and experiences that can be shared

List 3 other areas in the organisation that you would recommend as the next areas for further improvement once this continuous improvement plan has been implemented and is successful. Consider sustainability requirements, support systems to promote stakeholders’ participation, current processes and systems and decision-making processes for further improvement.

Congratulations on completing this assessment workbook, please remember to submit: