BSBMGT608 Manage innovation and continuous improvement
Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 5
Student Assessment Agreement 6
Assessment Task 1 Cover Sheet 7
Assessment Task 1: Written Questions 8
Assessment Task 1 Instructions 10
Assessment Task 1 Checklist 12
Assessment Task 2 Cover Sheet 13
Assessment Task 2: Continuous improvement and innovation project 14
Assessment Task 2 Instructions 15
Assessment Task 2 Checklist 18
Assessment Task 3 Cover Sheet 20
Assessment Task 3: Continuous Improvement and Innovation Action Plan Project 21
Assessment Task 3 Instructions 22
Assessment Task 3 Checklist 23
Assessment Task 4 Cover Sheet 24
Assessment Task 4: Continuous Improvement and Innovation Implementation Review 25
Assessment Task 4 Checklist 28
Assessment Information
The assessment tasks for BSBMGT608 Manage continuous improvement and innovation are included in this Student Assessment Tasks booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment Plan
Assessment Task Overview
1. Written questions You must correctly answer all questions.
2. Continuous improvement and innovation project You must review systems and processes to develop options for continuous improvement and innovation and prepare a report for discussion with staff.
3. Continuous improvement and innovation action plan You must develop a continuous improvement action plan.
4. Continuous improvement and innovation implementation analysis You must review and report on customer service.
Additional Resources
You will be provided with the following resources you begin Assessment Task 2
• Australian Trends Report
• Recruitment Practices Report
Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet
This must be filled out, signed and submitted together with your assessment responses.
If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be satisfactory (S) or not satisfactory (NS). If your work has been assessed as being not satisfactory, your assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per
RSB’s re-assessment policy.
Depending on the task, this may include
• resubmitting incorrect answers to questions (such as short answer questions and case studies)
• resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
• redoing a role play after being provided with appropriate feedback about your performance
• being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback.
Assessment Task Information
This gives you:
• a summary of the assessment task
• information on the resources to be used
• submission requirements
• re-submission opportunities if required
Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom.
A time limit of 1 hour to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email attachment.
Required
• Access to textbooks/other learning materials
• Computer and Microsoft Office
• Access to the internet
Submit
• Answers to all questions
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily.
Written answer question guidance
The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected.
Note that the following guidance is the minimum level of response required.
Analyse – when a question asks you to analyse something, you should do so in in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.
Compare – when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should do so putting forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.
Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Outline two methods for conducting cost-benefit analysis.
2. Describe two creativity theories and their application to workplace innovation.
3. Describe the diffusion of innovation theory and why a manager implementing an innovation may find this theory useful.
4. Outline the concept of a learning organisation.
5. Explain the concept of shared vision as an important organisational learning principle.
6. Explain the concept of team learning as an important organisational learning principle.
7. Identify and discuss in detail five quality management and continuous improvement theories.
8. Discuss the implications for businesses of Kotter’s 8-Step change model for transformational change.
9. Explain the purpose of the ISO 9000 Standards for Quality Management and the standards that are included.
10. Describe the concept of risk as identified in the Australia/New Zealand Standard for Risk Management (AS/NZS ISO 31000:2009).
11. Describe the concept of risk management and outline the factors that make a risk management system successful and the factors that may inhibit effective risk management.
12. In your own words, describe the seven steps in the risk management process as outlined in AS/NZS ISO 31000:2009.
13. Identify and outline three different sustainability practices common in Australian workplaces.
Assessment Task 1 Checklist
Student’s name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for: Completed successfully Comments
Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13
Task Outcome: Satisfactory • Not Satisfactory •
Assessor signature
Assessor name
Date
Assessment Task 2: Continuous improvement and innovation project
Task summary
For this assessment task, you are required to review systems and processes of a fictional business, Woodhouse Recruitment, to develop options for continuous improvement and report back to the management team.
This assessment is to be completed in the simulated work environment in RSB.
Required
• Access to textbooks/other learning materials
• Computer with Microsoft Office and internet access
• Space for a meeting
• Roleplay participants
• Australian Trends Report
• Recruitment Practices Report
• Green office ideas: http://www.environment.gov.au/archive/settlements/publications/government/purchasing/green-office-guide/pubs/green-office-guide.pdf
Submit
• Email with briefing report attached
• Email with summary of meeting
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Assessment Task 2 Instructions
Carefully read the following:
Woodhouse Recruitment is based in central Melbourne and is a recruitment agency offering recruitment services, including sourcing, screening and selecting candidates to meet clients’ requirements. The company was established in 2010 by Simon and Petra James, a husband and wife team who are the Directors of the company. The company also employs a receptionist, five recruitment consultants and an Administration Manager. The agency plans to recruit a further 2 new consultants to start with the company in early 2018.
The company specialises in the recruitment area of Administration and Office Support, Accounting, IT and Sales and Marketing for both permanent and temporary staff. The company sees its point of difference as being an owner operated, boutique recruitment agency. The company currently has approximately 30 clients who regularly use their services.
At a recent management team meeting, the management team (the Directors, Administration Manager and the Senior Recruitment Consultant), discussed the need to implement systems and processes for continuous improvement and innovation into the company. This is in part based on the need to stand out from the competitors in an industry where there are a large number of recruitment agencies. A number of issues were discussed at the management meeting, which the management team feel need further exploration as part of introducing continuous improvement systems and innovations.
Services Standards
The company states on its web site that it has the following delivery service standards:
• Service Promise: we are clear in what we offer and the benefits it brings to you
• Service Delivery: we offer consistent and reliable service to you
• Customer Relationships: we are open and friendly with all of our customers
• Compliance: we ensure we adhere to all ethical and legal requirement
However, service standards have not been clearly defined and there are no performance indicators in place to measure performance.
Key performance indicators
No formal performance indicators in place to measure key service standards including how quickly candidates are recruited to fill jobs or how many of the candidates pass the trial period effectively.
Social Media
There is no social media strategy in place. Currently the company is not using social media to market positions or to source candidates but recognizes this is an area for development. Currently most candidates are usually found through the existing database (60%) or through advertising on job search web sites.
Staff professional development
While all recruitment consultants are expected to have minimum qualifications and experience, there is no process in place to ensure that recruitment consultants continue to participate in professional development activities to keep their skills up to date. There is also no performance appraisal system in place.
Sustainability
The business currently does not have any formal sustainability initiatives in place and is conscious of moving towards a green office environment both to be an environmentally friendly business, as well as to reduce costs.
Key business performance statistics:
• Annual sales revenue for financial year 20 14 – 2015 is $1,350,000, an increase of 10% from the previous year.
• Increase in profits for this financial year compared to the last one is 9%
• 16% of placements are in the IT area, 18% in accounting, 20$ in sales and marketing and the remainder in administration and office support.
• 60% of revenue is from repeat client business.
• Fill rate is 40% (where fill rate is the number of job orders filled by the number of job orders received multiplied by 100).
• Average time to fill contracts for 2014 were as follows:
o Temporary contracts are 8 days
o Contract work is 20 days
o Permanent search 23 days
o Executive search 33 days
Key performance indicators currently used to measure business performance focus on financial indicators, including net operating profit and sales revenue. The company also tracks its fill rate and is seeking to improve this to the industry average of 47% over the next year.
Complete the following activities:
1. Develop a continuous improvement and innovation report
Review the scenario information and, based on your review, select two topics or areas that you can research and review, develop continuous improvement and options and then plan to implement innovative processes for. One of these topics you select must be in relation to improving a sustainability program.
When you have identified the two topics or areas, you will then be required to prepare a report to your manager (your assessor). Your report should be written in clear and concise English and contain relevant headings to address the required information. As a guide, your report should be 3 to 4 pages long.
Your report must address the following for both topics:
• Your topics or areas for improvement that you will plan a continuous improvement and innovative processes for, one being a sustainability program
• Identify and discuss a range of strategies that you can implement to monitor and evaluate the current performance and sustainability of your topics/areas for improvement. Identify at least two strategies for each area selected.
• Analyse and provide a detailed account of the current supply chain and the (operational, product or service) systems the business is using to deliver their service. Explain what is working well and what could be improved.
• Identify how the topics/areas for improvement performance could be measured, including an outline of the assessment tools or techniques that could be used. Evaluate the effectiveness of each tool/technique.
• Identify at least two specialists that could help Woodhouse Recruitment. For example, this may be to identify technology and electronic commerce opportunities or to implement your ideas about continuous improvement and innovation. Include their contact details, the services they offer and a rationale as to why it may be beneficial for the company to use their services.
• Conduct research and analyse and report on trends and opportunities relevant to Woodhouse Recruitment in relation to your topics/areas for improvement. Use the resources provided by the assessor as listed under ‘Required’, as well as any other relevant resources.
• Compare Woodhouse Recruitment’s business performance statistics to industry benchmarks and provide an assessment of why or why not the company may not have met their targets.
• Discuss three examples of other innovative business ideas that Woodhouse Recruitment could adopt and implement.
2. Send an email to the Manager (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment, seek their feedback, and ask for the place, date and time of your meeting.
Attach your report to the email.
The report should be sent at least three days prior to the meeting.
3. Participate in a meeting to discuss your continuous improvement and innovation report
Your assessor will organise two other students to attend your presentation. These students will be playing the role of the management team.
At the meeting, you should discuss the key findings of your report, as well as your ideas for continuous improvement and innovation in the business.
During the meeting, you will need to demonstrate your interpersonal skills, as well as your ability to build trust and confidence and encourage creativity in the management team. To do this you will need to demonstrate throughout your presentation your ability to clearly and confidently present information, encouraging questions from the team, discussing/brainstorming ideas and active listening techniques.
Make notes as required of the feedback provided. At the end of the meeting, you will need to take on board feedback provided and agree with the management team on the best way forward with your continuous improvement and innovation initiatives.
4. Send an email to all parties involved (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
The email should summarise the ideas agreed to and seek final agreement to proceed with the initiatives based on the meeting discussion and as summarised in the email.
Assessment Task 2 Checklist
Student’s name:
Did the student: Completed successfully Comments
Yes No
In the report, identify two key areas for continuous improvement and innovation based on the review of the case study information?
For each key area identified, identify and report on at least two strategies to monitor and evaluate the current performance and sustainability for improvement?
For each key area, analyse and report on a detailed account of the current supply chain and the (operational, product or service) systems the business is using to deliver their service, as well as an explanation of what is working well and what could be improved?
For each key area, identify and report on how the topics or areas for improvement performance could be measured, including an outline of the assessment tools or techniques that could be used, as well as an evaluation of the effectiveness of each tool/technique?
In the report, identify at least two specialists that could help Woodhouse Recruitment and provide their contact details, the services they offer and the rationale as to why it may be beneficial to use their services?
In the report, provide an analysis of trends and opportunities relevant to Woodhouse Recruitment in relation to the topics and areas for improvement?
In the report, compare Woodhouse Recruitment’s business performance statistics to industry benchmarks and provide an assessment of why they may not have met their targets?
In the report, identify at least three recommendations for continuous improvement and innovation that Woodhouse Recruitment could adopt and implement?
Submit a report in clear and concise English?
Demonstrate the ability to meet timelines?
Participate in the meeting on the specified date?
At the meeting, clearly discuss the key findings of the report, as well as ideas for continuous improvement and innovation in the business?
Demonstrate their interpersonal skills ability to build trust and confidence and encourage creativity in the management team through:
• Clearly and confidently presenting information
• Encouraging questions from the team
• Discussing/brainstorming all ideas
• Active listening techniques?
At the meeting, discuss and agree on actions for innovation and continuous improvement?
Following the meeting, submit a short email documenting the continuous improvement initiatives agreed to?
Confirm a final agreement to proceed with the initiatives based on the meeting discussion?
Task Outcome: Satisfactory • Not Satisfactory •
Assessor signature
Assessor name
Date
Assessment Task 3: Continuous Improvement and Innovation Action Plan Project
Task summary
This assessment task requires you to develop action plans for implementing the continuous improvement and innovation changes that have been agreed to.
This assessment is to be completed in the simulated work environment in RSB.
Required
• Access to textbooks/other learning materials
• Computer with Microsoft Office and internet access
Submit
• Email with report and action plan attached
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Assessment Task 3 Instructions
Complete the following activities:
1. Develop action plan and report
You are required to develop action plans for implementing the continuous improvement and innovation initiatives agreed to in Assessment Task 2.
You are also required to develop a plan for each agreed initiative.
Your plans should be developed using a project management tool such as a GANTT chart that sets out all of the actions required to implement the initiatives including timing, responsibilities, required resources, communication and key performance indicators for assessing the introduction of the initiative.
In a separate document to accompany the action plan, you are required to develop a short report that includes:
• Discuss the importance of continuous improvement and sustainability as an essential element of business and competition.
• Include a risk assessment for each initiative, identifying the possible risks and how they can be managed. Identify two risks for each initiative and at least two risk management strategies for each.
• Document a cost-benefit analysis for each initiative making assumptions in your analysis including assumed cost and benefits.
• Document the impact of the change and the consequences for staff for each initiative
• Document a brief contingency plan in the event of failure of the initiative
1. Send an email to your Manager (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment, seek their feedback and approval to move forward with the project.
Attach your action plans and reports to the email.
You will be assessed as to whether your plan and email have been written in clear and concise English and whether your email and plan addresses all of the content as specified in the assessment instructions above.
Assessment Task 3 Checklist
Student’s name:
Did the student: Completed successfully Comments
Yes No
Submit the email and action plan in clear and concise English?
Submit an action plan including:
• Timing
• Responsibilities
• Required resources
• Communication
• Key performance indicators for assessing the introduction of the initiative?
For each action plan for the identified continuous improvement area, report on:
• The importance of continuous improvement and sustainability as an essential element of business and competition.
• Identify at least two risks for each initiative and two risk management strategies.
• Cost-benefit analysis for each initiative
• The impact of the change and the consequences for staff for each initiative
• Contingency plan in the event of failure of the initiative?
Task Outcome: Satisfactory • Not Satisfactory •
Assessor signature
Assessor name
Date
Assessment Task 4: Continuous Improvement and Innovation Implementation Review
Task summary
This assessment task requires you to develop a memo for the management team to report on customer service provision.
This assessment is to be completed in the simulated work environment in RSB.
Required
• Access to textbooks/other learning materials
• Computer with Microsoft Office and internet access
Submit
• Email with implementation review report attached
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Carefully read the following:
As part of the continuous improvement and innovation review and implementation, Woodhouse Recruitment implemented a formal survey to assess each candidate’s satisfaction with the company’s services. The survey included 15 questions and is focused on the company’s services and desire to improve these. Of the 100 surveys that were sent out by post, only 12 were returned.
Customer survey findings are as follows:
Overall satisfaction with Woodhouse Recruitment:
7 totally satisfied
2 somewhat satisfied
0 dissatisfied
1 totally dissatisfied
No comments provided
Ease of doing business with Woodhouse Recruitment:
5 totally satisfied
4 somewhat satisfied
2 dissatisfied
1 totally dissatisfied
Comments from candidates:
• Got the job I wanted, thanks so much
• Consultants friendly
• Hard to contact consultants
• Didn’t keep us up to date with progress of applications
Customers who said they would recommend Woodhouse Recruitment to others:
5 very much so
4 most likely
2 no, I would not recommend
1 definitely not recommend
Comments from candidates:
• Would definitely recommend
• I would not recommend as I was not happy about the lack of information throughout the process
• I wouldn’t recommend. I kept being sent for jobs that just weren’t right for me.
Complete the following activities:
1. Prepare an implementation review report
Review the case study information, and write a short (about one page) report that includes the following:
a. Read the article below and develop an analysis based on your review of this article as to why the survey sent out by Woodhouse Recruitment might have not been effective.
Recruitment Process Feedback
b. Discuss the successes from this type of continuous improvement initiative. Discuss what could Woodhouse Recruitment take from this experience into future efforts to improve performance.
c. Review and analyse the results of the 12 surveys received outlining the results of the customer survey, as well as potential reasons for the low return.
Present the results of the survey in bar charts that include the percentages and provide an analysis of the overall customer satisfaction, ease of doing business and customer loyalty.
You should also comment on the validity of the findings given the low return.
d. Make recommendations for future customer surveys, including the frequency
2. Send an email to your manager (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your implementation review report to the email.
Assessment Task 4 Checklist
Student’s name:
Did the student: Completed successfully Comments
Yes No
In the report, provide an analysis of the failure of the survey?
In the report, outline the successes of the continuous improvement initiative?
In the report, provide:
• An analysis of the results as bar charts and that clearly shows the results of the survey and in percentages.
• An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty
• An overall analysis of how the company is performing in terms of customer service?
In the report, and based on the analysis, provide recommendations for future customer surveys?
Task Outcome: Satisfactory • Not Satisfactory •
Assessor signature
Assessor name
Date
