Order 329042: Coaching

Assessment 2

Coaching demonstration

BSBMGT403 Implement continuous improvement Page 1 of 3

Assessment 2 – Coaching demonstration

Assessment purpose

This assessment requires you to make plans to improve performance by changing

processes and procedures. You should take into account the current performance at

Australian Hardware’s Wollongong store and formulate and communicate

recommendations for improving customer service at the Wollongong store.

You are strongly encouraged to complete all activities within the student workbook

before attempting assessment activities.

Required evidence

You must submit a:

1. recording of yourself leading a coaching or mentoring session following your

developed plans and measures

2. coaching or mentoring notes based on data and performance measures

3. list of recommendations for changes to operations to improve customer service

at Australian Hardware’s Wollongong store.

Submit all required evidence (videos and documents) electronically via Moodle:

● Files must be named, saved, and uploaded as

<Unit code>-<Assessment number>-<document type>-<your initials>.

For example: BSBMGT403-Assessment2-Coaching Notes-JM

● For instructions to record and upload video recordings, see http://help.opentraining.edu.au/?q=video

Your trainer will be looking for:

● use of data and documents created and recorded during your investigations

into the Wollongong store to accurately reflect the performance measures (for

example, of customer services processes to meet the five strategic goals):

○ increase sales revenue and gross profit

○ maintain or increase market share

○ control direct and indirect operational costs

○ maintain superior product and service quality standards

○ establish Australian Hardware’s reputation as a socially and

environmentally responsible company

● reference to the Wollongong store operational plan, with its goals, operational

objectives and performance measures (such as marketing and sales KPIs) as

well as action plans

Assessment 2

Coaching demonstration

BSBMGT403 Implement continuous improvement Page 2 of 3

● appropriate references, as the source of data, to one or more data monitoring

tools, with samples for evidence

● appropriate use of the data provided and one or more analytical tools, to

review current processes to determine where improvements can be made

● use of one or more appropriate tools to analyse barriers to improved performance

● your recommendations, which are consistent with the data and analysis and the

organisation’s goal and customer requirements as well as standards and

regulations for customer service

● appropriate prioritisation of recommendations

● evidence that you have taken into account what is required to communicate to the team

effectively and change people’s behaviour in creating the implementation plan.

Assessment instructions

You will, on the basis of provided data such as KPIs, implement continuous improvement

processes by preparing and delivering a coaching or mentoring session. In this session,

you will recommend changes to operational processes to improve the customer service

of Australian Hardware’s Wollongong store and obtain feedback data. You will make

recommendations for further process and procedure changes, if necessary, to improve

delivery of strategic goals.

With prior consultation with your trainer, the role-plays (for the coaching and

mentoring session) can be adjusted. Your trainer may play multiple roles to assist

you complete this unit assessment. The role-play for this task can be varied to take

place using Skype conferencing (or any other video conferencing tool available to

both you and the trainer).

To record and upload video recordings, read the instructions in the Required

evidence section.

Assessment 2

Coaching demonstration

BSBMGT403 Implement continuous improvement Page 3 of 3

Tasks

1. Review the scenarios Appendix 1 and simulated business information within the

Resources section. Obtain feedback (from your simulated operational teams) on

the following:

a. the results of performance to-date at the Wollongong store in terms of

quantity and quality

b. the key areas for future improvement

c. suggestions for improving processes.

2. Prepare to implement the continuous improvement (CI) policy you developed

with your team in Assessment 1, by coaching or mentoring another candidate

in customer service techniques or processes:

a. analyse the data

b. consider your notes from the previous task, including team discussions

and decisions taken

c. make notes on how you will conduct the coaching or mentoring session

d. arrange with your trainer who will be playing the role of the coachee and

make arrangements for the trainer to observe the role-play.

3. Conduct the coaching or mentoring session.

4. Develop a list of recommendations for changes to operations to improve

customer service in order to achieve the goals of the Wollongong store of

Australian Hardware, from its business plan:

a. increase sales revenue and gross profit

b. maintain or increase market share

c. control direct and indirect operational costs

d. maintain superior product and service quality standards

e. establish Australian Hardware’s reputation as a socially and

environmentally responsible company.

5. Submit all required evidence (documents and video recordings) according to

instructions in the Required evidence section. Keep copies for your records.