BSBRSK501 Manage risk, BSBMGT516 Facilitate continuous improvement, BSBHRM513 Manage workforce planning

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

Approved by Academic Manager Page 1 of 24

Student Assessment Tasks

BSBMGT516 Facilitate continuous improvement

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

Approved by Academic Manager Page 2 of 24

Table of Contents

Table of Contents 2

Assessment Information 3

Assessment Instructions 4

Student Assessment Agreement 5

Assessment Task 1 Cover Sheet 6

Assessment Task 1: Written Questions 7

Assessment Task 1 Instructions 9

Assessment Task 1 Checklist 10

Assessment Task 2 Cover Sheet 11

Assessment Task 2: Continuous improvement project 12

Assessment Task 2 Instructions 14

Assessment Task 2 Checklist 18

Assessment Task 3 Cover Sheet 20

Assessment Task 3: Customer service improvement project 21

Assessment Task 3 Instructions 22

Assessment Task 3 Checklist 24

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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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, the student must complete all of the assessment tasks

satisfactorily.

Assessment Plan

Assessment Task Overview

1. Written questions Students must correctly answer all questions.

2. Continuous improvement project Students 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 Students 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 at all.

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 then 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.

Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt

with unfairly or have other appropriate grounds for an appeal.

Additional Resources

The following resources will be given to you before you begin each Assessment Task.

• Continuous Improvement Policy Template

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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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 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 unsatisfactory (U). 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

your RTO’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 Instructions

These give questions to answer or tasks which are to be completed.

Your answers need to be typed up 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 unit identification

number, the task number, your name and the date.

Checklist

This will be used by your assessor to mark your assessment. Read through this 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.

Assessment Tasks for

BSBMGT516 Facilitate continuous

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Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

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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 re-assessment?  Yes  No

Do you understand your right to appeal the decisions made in an assessment?  Yes  No

Student name

Student number

Student signature

Date

Assessor name

Assessor signature

Date

Assessment Tasks for

BSBMGT516 Facilitate continuous

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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 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.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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Assessment Task 1: Written Questions

Task summary

• This is an open book test.

• Questions must be completed within 1 hour.

• Students need to answer all of the written questions correctly.

• Answers must be word processed and sent to your assessor as an email attachment.

Required

• Access to textbooks/other learning materials

• Computer and Microsoft Office

• Access to the internet

Timing

The assessor will advise you of the due date of this submission.

Write in the due date below as advised by your assessor:

Submit

• Answers to all questions

Assessment criteria

• All questions must be answered correctly in order for a student to be assessed as having completed

the task satisfactorily.

Re-submission opportunities

Students will be provided feedback on their performance by their 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 your assessor will explain why and provide you

written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.

Re-assessment attempt(s) will be arranged at a later time and date.

Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt

with unfairly or have other appropriate grounds for an appeal.

Students are encouraged to consult with their assessor prior to attempting this task if they do not

understand any part of this task or if they have any learning issues or needs that may hinder them when

attempting any part of the assessment.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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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 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 Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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Assessment Task 1 Instructions

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.

Assessment Tasks for

BSBMGT516 Facilitate continuous

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Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

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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:

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

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

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Assessment Task 2 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 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.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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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 task will be completed in the simulated work environment at your RTO.

Required

• Computer and Microsoft Office

• Access to the internet for research

• Continuous Improvement Policy Template

Timing

The assessor will advise you of the due date of this submission.

Write in the due date below as advised by your assessor:

Submit

• Email to your assessor with the following attachments:

o Continuous improvement research notes.

o Continuous improvement policy

o Continuous improvement tools (x2)

o Continuous improvement PowerPoint presentation

• Email to your assessor with your revised continuous improvement PowerPoint presentation

Assessment criteria

Students must complete all of the activities listed and will be assessed against the assessment criteria

included in the checklist included with this task.

Re-submission opportunities

Students will be provided feedback on their performance by their 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 your assessor will explain why and provide you

written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.

Re-assessment attempt(s) will be arranged at a later time and date.

Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt

with unfairly or have other appropriate grounds for an appeal.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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Students are encouraged to consult with their assessor prior to attempting this task if they do not

understand any part of this task or if they have any learning issues or needs that may hinder them when

attempting any part of the assessment.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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Assessment Task 2 Instructions

Carefully read the following:

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.

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.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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Complete the following activities:

1. 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.

Assessment Tasks for

BSBMGT516 Facilitate continuous

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Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

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2. Develop a continuous improvement policy and forms

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 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

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.

3. Develop continuous improvement presentation

The next part of this assessment requires you to 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)

• 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.

Send your presentation to your assessor as an email attachment. Your assessor will advise you

of the date and time of your presentation and will also organise 2 other students to attend the

presentation in the role of staff members. Your assessor and students roleplaying staff

members will also ask questions so be prepared to respond.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

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4. Conduct continuous improvement presentation

The final part of this assessment requires you to present your continuous improvement

presentation.

Deliver your power point 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:

• Speaking clearly and concisely

• Responding to questions as required

• Using active listening techniques

Your team will offer suggestions, which you will also need to incorporate into your continuous

improvement policy. You should send an updated version of your policy via email to your

assessor.

Assessment Tasks for

BSBMGT516 Facilitate continuous

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Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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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?

Indicate for each document in the planning template, the style of language that will be adopted?

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?

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?

Demonstrate effective communication processes including:

• Speaking clearly and concisely

• Responding to questions as required

• Using active listening techniques?

Task Outcome: Satisfactory  Not Satisfactory 

Assessor signature

Assessor name

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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Student’s name:

Did the student:

Completed successfully

Comments

Yes No

Date

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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Assessment Task 3 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 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.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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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 task will be completed in the simulated work environment at your RTO.

Required

• Computer and Microsoft Office

• Access to the internet for research

Timing

The assessor will advise you of the due date of this submission.

Write in the due date below as advised by your assessor:

Submit

• Continuous improvement report

Assessment criteria

Students must complete all of the activities listed and will be assessed against the assessment criteria

included in the checklist included with this task.

Re-submission opportunities

If a student submits work that is not satisfactory, the assessor will provide written feedback explaining why,

as well as timelines for resubmission.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

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Assessment Task 3 Instructions

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-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%.

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%.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

Approved by Academic Manager Page 23 of 24

Complete the following activities:

1. Analyse and report on results

This assessment task requires you to review the survey data and provide a report to the

General Manager (this will be your assessor) on the results, as well as your recommendations

for actions based on your analysis.

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.

Assessment Tasks for

BSBMGT516 Facilitate continuous

improvement

Assessment tasks for BSBMGT516 Facilitate continuous improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26 November 2020

Approved by Academic Manager Page 24 of 24

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