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BSBMGT516StudentAssessmentTasksFilled.pdf
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Wall Street College Pty Ltd ABN No: 42 606 344 905
RTO No: 41294 CRICOS Provider No.: 03601F Melbourne: Level 4, 20 Queen St, Melbourne, VIC 3000
Phone: +61 3 9629 4770 Email: [email protected] Hobart: Level 2, 27 Elizabeth St, Hobart, TAS 7000
Phone: +61 3 8648 8556 Email: [email protected]
Student Assessment Tasks
BSBMGT516 Facilitate continuous improvement
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Contents Assessment information 3
Assessment instructions 4
Student assessment agreement 6
Assessment Task 1 Cover Sheet 7
Assessment Task 1: Written questions 8
Assessment Task 1 Instructions as provided to students 10
Assessment Task 1 Checklist 11
Assessment Task 2: Continuous improvement project 12
Assessment Task 2 Instructions as provided to students 14
Assessment Task 2 Checklist 20
Assessment Task 3: Customer service improvement project 23
Assessment Task 3 Instructions as provided to students 24
Assessment Task 3 Checklist 26
Final results record 27
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Assessment information The assessment tasks for BSBMGT516 Facilitate continuous improvement 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 project You must conduct research to establish a continuous improvement system and processes for a case study organisation, E- OfficeWorx, as well as present the new system to staff and brainstorm ideas for improving customer service
3. Customer service evaluation project You must analyse the results of a customer survey and identify recommendations for improvement.
Assessment preparation Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment Agreement. Fill it out, sign it and hand it to your assessor, who will countersign it and keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s assessment appeals process.
You have the right to appeal the outcome of assessment decisions if you feel you have been dealt with unfairly or have other appropriate grounds for an appeal.
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Assessment instructions Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet This must be filled out, signed and submitted with your assessment responses.
If you are submitting hardcopy, the Assessment Task Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the Assessment Task Cover Sheet, fill it out, sign it and then scan 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 unsatisfactory (U). If your work has been assessed as being not satisfactory, your assessor will include written feedback on the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on reassessment opportunities as per your RTO’s reassessment policy.
Depending on the task, this may include
• resubmitting incorrect answers to questions (such as written 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
• resubmission opportunities if required.
Assessment task instructions This includes questions you will need to answer or tasks that you need to complete.
Your answers must be typed using software as indicated in the assessment task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the information as indicated in the section called ‘Naming electronic documents’ (see below).
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Naming electronic documents It is important that you name the documents that you create for this Assessment Task in a logical manner.
Each should include:
• Course identification code
• Assessment Task number
• Document title (if appropriate)
• Student name
• Date it was created
For example, BSBMGT516 AT2 Research Notes Joan Smith 20/10/20.
Icons Icons are used in task instructions to indicate three of the common stages within the task.
This icon indicates that you will need to meet with your assessor (and possibly other students) to complete a meeting or role play.
This icon indicates that you will need to communicate via email or send documents to via email.
This icon indicates that you will need to submit an item of evidence.
This icon indicates all other stages during the task, which may include research, developing documents, brainstorming ideas and so on.
Additional resources You will be provided with the following resources before you begin each assessment task.
Assessment Task 2:
• Continuous Improvement Policy Template
• Research Notes Template
Checklist This will be used by your assessor to mark your assessment. Read through this checklist as part of your preparation before beginning the assessment task. It will give you a good idea of what your assessor will be looking for when marking your responses or observing your performance.
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Student assessment agreement Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit? Yes No
Do you understand the requirements of the assessments for this unit? Yes No
Do you agree to the way in which you are being assessed Yes No
Do you have any specific needs that should be considered Yes No
If so, explain these in the space below.
Do you understand your rights to reassessment? Yes No
Do you understand your right to appeal the decisions made in an assessment?
Yes No
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Steven HU
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Assessment Task 1 Cover Sheet Student declaration To be filled out and submitted with assessment responses
I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response My performance in this assessment task has been discussed and explained to me.
I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Steven HU
The student shows the knowledge required to adopt a continuous improvement system and knows several elements critical to CI, such as knowledege management, performance review and sustainability.
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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 and other learning materials.
• Computer with Microsoft Office and internet access.
Timing Your assessor will advise you of the due date of this assessment.
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.
Resubmission 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 with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor 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.
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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 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.
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.
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.
Evaluate: when a question asks you to evaluate something, you should put 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.
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Assessment Task 1 Instructions as provided to students Provide answers to all of the questions below:
1. Explain the importance of establishing a formal system and process to support continuous improvement
2. Explain at least two key elements of a formal continuous improvement system.
3. Explain how the Plan, Do, Check Act Cycle can be used to support effective continuous improvement. Explain each part of the cycle in your answer.
4. Explain how brainstorming with staff can be used for effective continuous improvement.
5. Explain the relationship between continuous improvement and knowledge management
6. Explain the importance of continuous improvement as part of a quality management system.
7. Discuss why the goals of lean manufacturing and sustainability are synonymous.
8. Discuss the relationship between performance management and continuous improvement within an organisation.
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Assessment Task 1 Checklist
Student’s name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for the following?
Completed successfully? Comments
Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Task outcome: Satisfactory Not satisfactory
Assessor signature:
Assessor name:
Date:
Steven HU
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Assessment Task 2: Continuous improvement project
Task summary This assessment task requires you to conduct research to establish a continuous improvement system and processes for a case study organisation, E-OfficeWorx, including developing a continuous improvement policy and two continuous improvement tools.
You are also required to prepare and deliver a presentation to staff on the new continuous improvement system and processes and to incorporate suggestions for improvement based on staff feedback.
This assessment is to be completed in the simulated work environment in the RTO.
Required • Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access
• Research Notes Template
• Continuous Improvement Policy Template
Timing Your assessor will advise you of the due date of these submissions.
Submit • Email with the following attachments:
o Research notes
o Continuous improvement policy
o Continuous improvement tools (x2)
o Continuous improvement PowerPoint presentation
• Email with revised continuous improvement policy 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.
Resubmission 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.
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If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.
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 the assessor 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.
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Assessment Task 2 Instructions as provided to students Complete the following activities:
Carefully read the following scenario.
E-OfficeWorx is an independently owned and operated company based in Campbelltown, NSW. The company has been in operation for 2 years.
The company supplies a wide range of stationery, office supplies, furniture, business equipment and computer supplies for large and small office environments, including home offices. There are no retail stores, and customers order online through the company’s website or through a Customer Service Centre that operates 7 days a week from 7am to 7pm. Orders are distributed from a warehouse that is also located in Campbelltown.
The company has recently undertaken a strategic planning process with its vision identified to be the leading online supplier of office supplies.
The company employs a number of staff including the General Manager, Sales and Marketing Manager, Finance Manager and Human Resources Manager. There are 20 customer service staff in total, a Warehouse Manager and 10 warehousing staff. All of the Managers and Customer Service Staff operate out of the head office and all warehousing staff, including the Manager, are located at the Warehouse. Turnover of Customer Service Staff is currently high at around 30% annually.
You have recently been appointed as the new Operations Manager. The General Manager has advised you that, although the company’s key values include a strong commitment to quality, customer service, sustainability and a satisfied workforce, there are no formal systems or processes in place for continuous improvement to ensure that the company meets its overall vision and values.
The General Manager would like you to research and implement a new continuous system and processes to address all aspects of the company’s operations, from staffing to customer service to health and safety, as well as embedding continuous improvement into the company’s culture. He has also indicated that he would like you to consider how the company can introduce more sustainable practices both within the company and in relation to products and would like this integrated into the continuous improvement system.
The General Manager has indicated that he would like a formal continuous system and processes fully implemented within the next three months.
He also advises that there are some issues within the company that he is hoping that a continuous improvement system and process will help to solve. These are:
• An average of two customer complaints are received each month.
• Complaints generally relate to the following themes:
o Customer service staff are unable to provide adequate product advice.
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o Customer service staff are not friendly at times.
o Lengthy wait times on the telephone to discuss products or chase up deliveries.
o Differences between delivery time stated and actual delivery time.
• There also appears to be some further issues relating to the time in responding to complaints and identifying and implementing procedures to address systemic issues identified through complaints.
• High staff turnover.
• Lack of supporting document to assist with overall quality such as staff training manuals.
• The company is just about to expand and introduce a new line of products being hospitality and restaurant supplies. This will mean the establishment of an additional department with more staff employed. Procedures need to be streamlined and consistent across the organisation.
Management procedures of E-OfficeWorx state that all systems and documentation developed must be presented to the management team for the purposes of feedback. The feedback gathered from the presentation must be incorporated in the final submission provided to the General Manager, who will then consider the submission for approval.
1. Customer meeting.
To make sure you have enough information about the customer service issues, you are going to meet with one of your main customers. You want to find out what their customer experience has been like with E-OfficeWorx.
Make sure you are familiar with the customer service issues listed in the scenario information above.
Your assessor will play the role of the customer. During the meeting, you will need to demonstrate effective communication skills including:
• Speaking clearly and concisely
• Communicating in a way that is professional, respectful and appropriate based on the customer–organisation interaction
• Using non-verbal communication to assist with understanding
• Asking questions to identify required information
• Responding to questions as required
• Using active listening techniques to confirm understanding.
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2. Conduct continuous improvement systems and processes research.
The first part of this assessment task requires you to conduct research to Identify options for continuous improvement system and processes for E-OfficeWorx. Make notes on your research, which you will then use to develop a continuous improvement policy and two continuous improvement tools for E-OfficeWorx, as well as a presentation for staff about the benefits of continuous improvement and to provide training in the new continuous improvement processes and systems.
Your research should include identifying:
• The benefits of implementing continuous improvement systems and processes across the company.
• Continuous improvement models that may be suitable for the company, such as the Plan Do Check Act, Six Sigma or TQM approach to continuous improvement. You should research at least two models and identify the best one to use at E-OfficeWorx.
• Ways of building in continuous improvement into business systems and procedures including performance management, sustainability, health and safety and knowledge management and to address existing issues within the company.
• Continuous improvement tools (for example, continuous improvement register and forms, flow charts) that can be used as part of a continuous improvement system. Identify and describe at least four.
• Strategies for encouraging staff to participate in continuous improvement decision-making.
• Strategies for ensuring that staff are informed about continuous improvement processes, as well as the outcomes of continuous improvement processes.
• Mechanisms that can be used to obtain feedback from customers, suppliers and staff.
• Ongoing mentoring and coaching processes that can be used to ensure that staff are able to implement and support continuous improvement processes.
• Strategies for ensuring continuous improvement in sustainability.
• Knowledge management strategies to ensure that insights and experiences from the business’s activities are captured and learnings are accessible to all staff. You should identify and describe at least two strategies that may be suitable for E-OfficeWorx and explain why.
Use the Research Notes Template to guide your work.
Your notes should be about three pages long.
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3. Develop a continuous improvement policy.
The next part of this assessment requires you to use the results of your research to develop a continuous improvement policy for E-OfficeWorx.
Use the Continuous Improvement Policy Template provided to you that includes notes for guidance in competing each section.
Your policy should include, as a minimum:
• Purpose of the policy
• Scope of the policy
• Continuous improvement principles
• Continuous improvement model
• Continuous improvement implementation.
• Staff participation and communication
• Tools to support the continuous improvement process
• Responsibilities
4. Develop two continuous improvement tools.
You are also required to develop a minimum of two of the continuous improvement tools as identified through your research. These should be referred to in the continuous improvement policy and included as attachments.
5. Develop continuous improvement presentation.
Use the results of your research to develop an information and training session for the team about the new continuous improvement systems.
You are required to develop a PowerPoint presentation that includes graphics to support your explanations of the content. Plan your presentation to last for at least 15 minutes.
Your presentation should address:
• The benefits of implementing continuous improvement systems and processes across the company.
• The continuous improvement models that you have identified as most suitable for use in E-OfficeWorx, and that are the basis of the policy you have developed.
• An outline of your policy.
• Continuous improvement tools (for example, continuous improvement register and forms, flow charts)
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• Strategies for encouraging staff to participate in continuous improvement decision-making.
• Strategies for ensuring that staff are informed about continuous improvement processes, as well as the outcomes of continuous improvement processes.
• Mechanisms that can be used to obtain feedback from customers, suppliers and staff.
• Ongoing mentoring and coaching processes that can be used to ensure that staff are able to implement and support continuous improvement processes.
• Strategies for ensuring continuous improvement in sustainability.
• Knowledge management strategies to ensure that insights and experiences from the business’s activities are captured and learnings are accessible to all staff.
• How digital systems/technology can assist E-OfficeWorx to improve their continuous improvement processes and thus improve organisation efficiency and productiveness.
6. Send an email to the General 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 attachments, and seek their feedback and ask for the time, date and place of your presentation.
Attach the following to the email:
• Research notes
• Continuous improvement policy
• Continuous improvement tools (x2)
• Continuous improvement PowerPoint presentation
Your assessor will also organise for two other people to attend the presentation in the role of staff members. Your assessor and those who will role play staff members will also ask questions, so be prepared to respond.
7. Conduct continuous improvement presentation.
The final part of this assessment requires you to present your continuous improvement presentation.
Deliver your PowerPoint presentation to the team, addressing all the required content.
Advise your team that they may ask questions at the end of the presentation.
During your presentation, you will need to demonstrate effective communication skills including:
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• Speaking clearly and concisely
• Using non-verbal communication to assist with understanding
• Asking questions to identify required information
• Responding to questions as required
• Using active listening techniques to confirm understanding
• Communicating in a respectful, professional and engaging manner with the group to present your communication, taking consideration of the members of your audience and their position.
Your team will offer suggestions, which you will need to incorporate into your continuous improvement policy, so you may need to write these down.
8. Follow organisation procedures.
Follow E-OfficeWorx procedures and finalise your continuous improvement policy.
Name this document Revised Continuous Improvement Policy.
Submit the final policy to the relevant personnel.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should summarise the feedback you received at the presentation and explain the revisions that you have made to your continuous improvement policy.
Attach your revised continuous improvement policy to the email.
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Assessment Task 2 Checklist
Student’s name:
Did the student:
Completed successfully? Comments
Yes No
Develop a continuous improvement policy that includes strategies for ensuring that all staff are encouraged and supported to participate in continuous improvement processes and decision-making?
Develop a continuous improvement policy that includes mechanisms for communicating continuous improvement processes and outcomes to staff?
Develop a continuous improvement presentation to communicate continuous improvement processes to staff?
Develop a continuous improvement policy that includes strategies for continuous improvement in sustainability?
Develop a continuous improvement policy that includes strategies for mentoring and coaching staff in continuous improvement?
Develop a continuous improvement policy that includes strategies for communicating the outcomes of continuous improvement to staff?
Develop a continuous improvement policy that includes strategies for monitoring performance?
Develop at least two suitable tools that can be used to support the continuous improvement system?
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Gather information from a customer about their experiences with E- OfficeWorx?
During the presentation, demonstrate effective communication processes including:
• Speaking clearly and concisely
• Using non-verbal communication to assist with understanding
• Asking questions to identify required information
• Responding to questions as required
• Using active listening techniques to confirm understanding
• Communicating in a way that demonstrates understanding of appropriate protocols and conventions when interacting with customers?
Provide coaching to the team in continuous improvement systems and processes?
Present information to the team so that the information can be easily understood?
Seek feedback from the team on continuous improvement and adjust continuous improvement policy?
During the presentation, demonstrate effective communication processes including:
• Speaking clearly and concisely
• Using non-verbal communication to assist with understanding
• Asking questions to identify required information
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• Responding to questions as required
• Using active listening techniques to confirm understanding
• Communicating in a way that demonstrates understanding of those in their audience and the appropriate protocols and conventions expected?
Follow procedures to finalise and communicate strategies?
Task outcome: Satisfactory Not satisfactory
Assessor signature:
Assessor name:
Date:
Steven HU
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Assessment Task 3: Customer service improvement project
Task summary This assessment task requires you to review the outcomes of a customer service survey, identify improvements required and communicate these to your team in the form of a report.
This assessment is to be completed in the simulated work environment in the RTO.
Required • Access to textbooks and other learning materials.
• Computer with Microsoft Office and internet access.
Timing Your assessor will advise you of the due date of these submissions.
Submit • Email with continuous improvement 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.
Resubmission 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. Reassessment attempt(s) will be arranged at a later time and date.
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 the assessor 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.
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Assessment Task 3 Instructions as provided to students Complete the following activities:
Carefully read the following.
Assume that, as part of the implementation of the continuous improvement system, that the company implemented a formal customer survey with the results shown below.
The survey was sent to a random sample of customers to be completed through survey monkey.
The survey was sent to 75 customers and 49 were returned.
As this was the first customer survey, customers were asked to respond to 4 general questions only.
Customer survey findings are as follows:
Overall satisfaction with E-OfficeWorx:
• 26 totally satisfied
• 18 somewhat satisfied
• 4 dissatisfied
• 1 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.
Ease of doing business with E E-OfficeWorx:
• 20 totally satisfied
• 19 somewhat satisfied
• 8 dissatisfied
• 2 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with ease of business is 47%.
Customers who said they would purchase products from E-OfficeWorx again are:
• 42 totally satisfied
• 6 somewhat satisfied
• 1 dissatisfied
• 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that would purchase products again is 72%.
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Customers who said they would recommend E-OfficeWorx to others:
• 38 totally satisfied
• 8 somewhat satisfied
• 3 dissatisfied
• 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.
1. Write a continuous improvement report.
Analyse and report on results provided in the case study information.
Review the survey data and provide a report to the General Manager (your assessor) on the results.
Also include your recommendations for actions based on your analysis.
Your report should be between half a page and one page.
Your report must be written in clear and concise English and include:
• An analysis of the overall results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty. You should convert the findings into bar charts that clearly shows the results of the survey and in percentages. If you are not sure how to do this, use word help to find out how to create charts in word.
• Your overall analysis of how the company is performing in terms of customer service.
• Your recommendations for future customer surveys. Include at least two recommendations.
2. Send an email to the team (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 continuous improvement report to the email.
WSC V1.0 09-2020 (Review 10-2021) RTOWORKS Quality Solutions
BSBMGT516 Facilitate continuous improvement Student Assessment tasks 26 of 27
Assessment Task 3 Checklist
Student’s name:
Did the student:
Completed successfully? Comments
Yes No
Analyse the results of continuous improvement systems?
Identify ways in which operations can be improved based on an analysis of results?
Recommend areas for future improvement?
Inform team of the outcome of customer survey and recommendations for future improvement?
Task outcome: Satisfactory Not satisfactory
Assessor signature:
Assessor name:
Date:
Steven HU
WSC V1.0 09-2020 (Review 10-2021) RTOWORKS Quality Solutions
BSBMGT516 Facilitate continuous improvement Student Assessment tasks 27 of 27
Final results record
Student name:
Assessor name:
Date
Final assessment results
Task Type
Result
Satisfactory Unsatisfactory Did not submit
Assessment Task 1 Written questions S U DNS
Assessment Task 2 Continuous improvement project
S U DNS
Assessment Task 3 Customer service evaluation project
S U DNS
Overall unit results C NYC
Feedback
My performance in this unit has been discussed and explained to me.
I would like to appeal this assessment decision.
Student signature: ________________________________________ Date: ________________
I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor signature: ______________________________________ Date: _______________
Steven HU
The student has successfully completed all assessments and shown the knowledge & skills in facilitating continuous improvement.
