Enterprise Educational Resource Companion Assessment Material

Enterprise Educational Resources Companion assessment material
Enterprise Educational Resource companion assessment

material
This final assessment material has been designed for use with the following Enterprise
Educational Resource book available from Amazon.com.au:
BSBMGT516 – Facilitate continuous improvement (Release 1)
For trainers and assessors: The companion material may be used ‘as is’ or customised by
registered training organisations (RTOs) to suit individual requirements. Note that the
responsibility of ensuring that the assessment process and content complies with the
Standards for RTOs 2015 requirements rests solely and entirely with the RTO using the
assessment material.
For learners: Use the assessment material as a self-test before you undertake your final
assessment for this unit. Use the tables 1-5 to look up the sections in the book that cover
each aspect.
This summative assessment material is separated into three sections, using the following
assessment methods:
 Questions – to assess knowledge and understanding.

 Demonstration – to assess skills in either a simulated or actual workplace. This
may also include observation of skills by a third party (where applicable).
 Projects – to assess knowledge, understanding and skills through practical
applications or projects.
The following tables map each assessment item against the unit of competency
information and the relevant section of the Enterprise Educational Resource book:
 Table: 1 - Unit elements and performance criteria mapped to assessment items.

 Table: 2 - Knowledge evidence mapped to assessment items.
 Table: 3 - Performance evidence mapped to assessment items.
 Table: 4 - Foundation skills mapped to assessment items.
 Table: 5 - Dimensions of competency mapped to assessment items (most
pertinent items).
Assessment material – BSBMGT516 (V1.0, May 2016) 1
© Copyright. Use permitted in accordance with the Terms of use of the website: www.enterprise-educational-resources.com
Questions
Learners must provide the correct response(s) to all the questions that follow.
1. Explain why communication processes are important for supporting continuous improvement.
2. Explain why planning processes are important for supporting continuous improvement.
3. Explain why monitoring processes are important for supporting continuous improvement.
4. Explain why review processes are important for supporting continuous improvement.
5. Explain how the risk management process used in the Australian/New Zealand Standard AS/NZS ISO 31000:2009 Risk management -
principles and guidelines (see section 1.4.2 of the Enterprise Educational Resource book BSBMGT516 – Implement continuous
improvement) is an example of a process that is based on continuous improvement principles.
6. Explain how the performance management process uses the principles of continuous improvement.
7. Explain how the IDEAL model of problem solving follows the principles of continuous improvement.
8. Explain how the ISO 14001:2015 environmental management system follows principles of continuous improvement.
9. Explain how the ISO 001:2015 quality management system follows principles of continuous improvement.
10. Explain how knowledge management systems can support continuous improvement processes.
11. Explain how coaching can be used to improve the willingness of people to adopt innovation or change.
12. Explain how mentoring can be used to alter a person’s motivation and willingness to adopt change and actively participate in continuous
improvement processes.
13. Explain how coaching can be used to improve a person’s communication skills and increase the chances of a change or innovation being
adopted.
14. Explain how mentoring can assist to filter out the social influences which may affect a person’s willingness to adopt change or innovation.
Demonstration
Learners must demonstrate their ability to correctly:
(Note: If a specific volume or frequency is not stated, then evidence must be provided at least once)
1. Present information to a range of audiences using appropriate structure and language.

15. Listen to and comprehend information from a variety of spoken exchanges with clients, co-workers and other stakeholders.
16. Confirm understanding through questioning and active listening.
17. Identify and use appropriate conventions and protocols when communicating with colleagues and external stakeholders.
18. Collaborate with others to achieve joint outcomes, playing an active role in facilitating effective group interaction and influencing direction.
Project
Learners must correctly complete the following project based on the scenario provided:
Business overview
CanDo Enterprises is a small organisation that has a core business of selling garden plant seeds by mail order. Orders are received by
telephone or through the business' web site. CanDo Enterprises competes with all businesses that sell the same products either through mail
order or through shop front retail outlets. This includes large companies, nurseries and seed wholesalers.
CanDo Enterprises' customers are mostly from small rural communities where there are few or no shop front retail outlets supplying seeds.
CanDo Enterprises maintains a diverse range of seed varieties to provide customers with a wide selection.
A key customer service performance objective is to dispatch product within one working day of receiving the order. Orders are prepared and
sent to the Post Office by 1:00 pm each day to ensure that overnight dispatch occurs.
CanDo Enterprises has a single CEO who has the responsibility to manage the overall business. There are two supervisors who report directly
to the CEO. One supervisor manages orders and dispatch, while the other supervisor manages marketing, seed stock supplies and determines
the product range that will be available for sale. At peak periods, there are three people working in dispatch, but in non-peak times there are
only two people. There is one person working solely in marketing and sales catalogue production. The CEO is responsible for all other aspects
of the business. Outsourcing is used for accounting, web page development and management, and recruitment.
Mission statement
CanDo Enterprise is committed to:
 providing high quality garden seed products

 providing a prompt mail order service
 offering a diverse range of garden seeds
 providing personalised service

 employing enthusiastic staff
 adopting sustainable work practices
 undertaking continuous improvement processes.
Strategic objectives
Over the five year period from 2017-2022 CanDo enterprises has the following strategic objectives:
 consolidate and expand its niche position in the garden seed retail market for small rural communities
 improve operational efficiency
 increase cash reserves to better manage peaks and troughs in demand.
Business objectives
CanDo Enterprises will focus on the following business goals in 2017 to support its five (5) year strategic plan:
 Financial stability:
- Increase sales income by 10% annually

- Increase profit levels from 10% of sales income to 15% of sales income
- Invest 10% of current profit into supporting business plan initiatives
 Market position:
- Expand product sales into one new rural region

- Promote seed products on a seasonal basis to existing customers
 Human resources:
- Create greater flexibility in working hours and work location

 Customer service:
- Increase trading hours to accommodate after hour and weekend sales

- Improve telephone and on-line ordering procedures to provide improved levels of customer service
 Product range:
- Undertake research to better match sales catalogue to region, climate and season
- Remove products from range that make a net loss
Operational plan 2017
A customer service item from the CanDo Enterprises operational plan for 2017 is outlined in the table below. This item supports specific
strategic and business objectives and is to be implemented using continual improvement processes that are initiated and developed at a work
team level.
Activity Improve telephone and online ordering procedures to provide better levels of customer service
Objective Change the telephone and online ordering procedures to improve overall customer satisfaction.
Outcome When making online or phone orders, customers are to experience a prompt, efficient and friendly service. The
aim is to have zero customer dissatisfaction from the online and phone ordering process.
How will it be done? Use continuous improvement methods adopting the PDCA cycle and kaizen principle.
Responsible person Dispatch supervisor and dispatch team.
When? Autumn 2017
Budget $2000
Performance indicator Improved online a phone ordering procedures in place by July 31, with procedures in place for ongoing continual
improvement.
Resource assumptions
The assumptions that can be used with these operational plans are:
 Staff involved are an overhead cost and their time will be estimated, but not attributed to the budget allocation.
 The cost of CEO labour is $50.00 per hour.
 The cost of supervisor labour is $40.00 per hour.
 The cost of dispatch staff labour is $35.00 per hour.
 Commencement date is April 1st.
Put yourself into the position of the CEO and answer the following questions about managing the continuous improvement activity outlined in
the operational plan above.
1. Outline what strategies could be used to ensure that team members are actively encouraged and supported to participate in decision-
making process, assume responsibility and exercise initiative as part of this continuous improvement activity.
2. Document at least six issues or questions that relate to CanDo Enterprises’ organisational goals that will help to clarify the implementation
requirements of the continuous improvement activity to the dispatch staff.
19. Prepare a presentation for the dispatch work team that:
- explains how continuous improvement processes operate and why continuous improvement is a suitable approach for improving
customer service levels
- outlines the principles of kaizen and explain how the dispatch team will adopt these principles in implementing this continuous
improvement activity.
20. Outline communication strategies that would support the planning, implementation, monitoring and review of this continuous improvement
activity. Set the information out in a table so that it is clear what communication strategies are being used at different stages of the activity.
21. Outline a strategy to obtain feedback from the dispatch team as the continuous improvement activity is being implemented.
22. Outline a strategy to consult and obtain feedback from customers about online and phone ordering procedures.
23. The current system of managing phone and online orders is paper based. Phone orders are hand written onto a form, while online orders
are printed out. As the order is prepared and dispatched, a paper trail is established that is ultimately stored in customer files, dispatch files
and stock files.
One of the dispatch staff has suggested that implementation of paper free order management system could improve telephone and online
ordering procedures to provide improved levels of customer service as well as reducing the environmental footprint of the organization
through reduced use of printing paper. The merit of this suggestion is noteworthy.
Prepare an improvement proposal that would outline the sustainability and other business benefits of a digital (paper free) ordering and
dispatch system. This proposal will be submitted to the CanDo Enterprises board of directors.
24. Outline a strategy that could be employed to ensure that the insights and experiences from the implementation of this continuous
improvement activity are captured and accessible through a knowledge management system.
25. Identity two ways that could improve customer service for phone orders and explain how these could be implemented using a continuous
improvement approach.
26. Identity two ways that could improve customer service for internet orders and explain how these could be implemented using a continuous
improvement approach.
27. Determine key performance indicators to measure the progress of the continuous improvement activity and its overall success.
28. Outline some strategies that could be used to monitor the performance of the dispatch team during the implementation of this continuous
improvement activity.
29. Determine procedures for collecting and analysing data to assess progress against the key performance indicators identified in Q11 above.
30. Prepare a presentation template that can be used to inform team members about the customer service improvements achievements as the
data comes to hand. This should be based around the KPIs established in Q11 above.
Table: 1 - Unit elements and performance criteria mapped to assessment items
Learner resource book section number &

Elements and performance criteria Questions Demonstration Project
name
1. Lead continuous improvement systems

and processes
1.1 What is continuous improvement?
1.2 Change management

1.1 Develop strategies to ensure that team
members are actively encouraged and 1.3 Knowledge management
supported to participate in decision-making 1, 2, 3, 4
processes, assume responsibility and exercise 1.4 Continuous improvement applications
initiative as appropriate
1.5 Improvement proposals
1.6 Customer service improvement example

3
1.2 Establish systems to ensure that the 2.1 Communication responsibilities of
organisation’s continuous improvement leaders
processes are communicated to stakeholders
2.2 Inclusive engagement
2.3 Recognise and manage communication

barriers
2.4 Active listening
2.5 Building team rapport
2.6 Feedback

name
2.7 Workplace consultation
2.8 Information flows and follow-up actions
2.9 Provide information to the workgroup
1.3 Ensure that change and improvement 7

1.4 Continuous improvement applications
processes meet sustainability requirements
1.4 Develop effective mentoring and coaching

processes to ensure that individuals and
teams are able to implement and support the 2.10 Mentoring and coaching 11, 12, 13, 14
organisation’s continuous improvement
processes
1.5 Ensure that insights and experiences from

business activities are captured and accessible 1.3 Knowledge management 8
through knowledge management systems
2. Monitor and adjust performance strategies

11, 13
2.1 Develop strategies to ensure that systems 3.1 Benchmarking
and processes are used to monitor
operational progress and to identify ways in 3.2 Performance measurements
which planning and operations could be
3.3 Unsatisfactory performance
improved
3.4 Monitoring time
3.5 Monitoring costs

name
3.6 Monitoring other performance measures
3.7 Data analysis
2.2 Adjust and communicate strategies to 1.5 Improvement proposals

stakeholders according to organisational 7
procedures 3.8 Adjustment recommendations
3. Manage opportunities for further

improvement

3.1 Establish processes to ensure that team
members are informed of outcomes of 2.9 Provide information to the workgroup 14
continuous improvement efforts
3.7 Data analysis
3.2 Ensure processes include recording of

work team performance to assist in identifying 3.6 Monitoring other performance measures 12
further opportunities for improvement
3.3 Consider areas identified for further 1.5 Improvement proposals

improvement when undertaking future 7
planning 3.8 Adjustment recommendations
Table: 2 – Knowledge evidence mapped to assessment items

Knowledge evidence Questions Demonstration Project
name
1.1 What is continuous improvement?

Explain how systems and procedures can 1, 2, 3, 4
1.2 Change management
support effective continuous improvement
Explain how continuous improvement systems 1.3 Knowledge management

and processes relate to other business 5, 6, 7, 8, 9, 10
systems and requirements including, 1.4 Continuous improvement applications
knowledge management, quality,
performance management and sustainability 1.6 Customer service improvement example
Table: 3 – Performance evidence mapped to assessment items

Performance evidence Questions Demonstration Project
name
2.1 Communication responsibilities of

leaders

barriers
Facilitate effective contributions to and 2.4 Active listening
communications about continuous 3, 4, 5, 6
improvement processes and outcomes 2.5 Building team rapport
2.6 Feedback
Address sustainability requirements 1.4 Continuous improvement applications 7
Incorporate mentoring, coaching and other

support to enable people to participate 11, 12, 13, 14
2.10 Mentoring and coaching
effectively in continuous improvement
processes

Performance evidence Questions Demonstration Project
name
Capture insights, experiences and ideas for

improvements and incorporate them into the 8
1.3 Knowledge management
organisation’s knowledge management
systems and future planning
Table: 4 – Foundation skills mapped to assessment items

Foundation skills Questions Demonstration Project
name
Reading: Identifies and extracts relevant 1.4 Continuous improvement applications

2
information from a range of complex texts 1.6 Customer service improvement example
Reading: Locates, interprets and analyses 1.4 Continuous improvement applications

workplace documentation to gather 3
information relating to continuous
improvement 1.6 Customer service improvement example
Writing: Develops complex texts related to

continuous improvement processes according 1.5 Improvement proposals 4
to organisational requirements
Writing: Ensures the vocabulary, grammatical

structures and conventions are appropriate for 1.5 Improvement proposals 4
the context and target audience

Oral Communication: Presents information to
2.3 Recognise and manage communication 1
a range of audiences using appropriate
barriers
structure and language
2
Oral Communication: Listens and 2.2 Inclusive engagement
comprehends information from a variety of

name
barriers
2.4 Active listening
spoken exchanges with clients, co-workers and 2.5 Building team rapport
other stakeholders
Oral Communication: Confirms understanding 2.4 Active listening

3
through questioning and active listening 2.7 Workplace consultation
Navigate the world of work: Develops

strategies to enable compliance with 2
legislative requirements and achievement of
the organisation’s goals
Navigate the world of work: Monitors 2.1 Communication responsibilities of

adherence to organisational policies, leaders
procedures and protocols and considers own 4
role in terms of its contribution to broader
goals of the work environment
Interact with others: Identifies and uses 2.7 Workplace consultation

appropriate conventions and protocols when 4
communicating with colleagues and external
stakeholders 2.6 Feedback
Interact with others: Collaborates with others 2.1 Communication responsibilities of 5

to achieve joint outcomes, playing an active leaders

name
role in facilitating effective group interaction 2.8 Information flows and follow-up actions
and influencing direction 2.9 Provide information to the workgroup
3.1 Benchmarking
3.2 Performance measurements
Get the work done: Takes responsibility for 3.3 Unsatisfactory performance
developing, implementing and monitoring 11, 13
systems and processes to achieve 3.4 Monitoring time
organisational outcomes

3.7 Data analysis

name
3.1 Benchmarking

Get the work done: Uses analytical and lateral
thinking to review current practices and 3.4 Monitoring time 9, 10
develop ideas for improvement
3.7 Data analysis
3.1 Benchmarking

Get the work done: Reflects on the ways in
which digital systems and tools are used, or 3.4 Monitoring time 13
could be used, to achieve work goals
3.7 Data analysis
Table: 5 - Dimensions of competency mapped to assessment items (most pertinent items)
Dimensions of competency Questions Demonstration Project
Task skills 1, 2, 3 3, 4, 5, 6
Task management skills 1, 2, 3, 4 1, 2, 3, 4
Contingency management skills 11, 12, 13, 14 11, 13
Job role/environment skills 4, 5 9, 10

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Enterprise Educational Resources Companion assessment material

Enterprise Educational Resource companion assessment

BSBMGT516 – Facilitate continuous improvement (Release 1)

 Questions – to assess knowledge and understanding.

 Table: 1 - Unit elements and performance criteria mapped to assessment items.

Assessment material – BSBMGT516 (V1.0, May 2016) 1

Assessment material – BSBMGT516 (V1.0, May 2016) 2

Learners must demonstrate their ability to correctly:

1. Present information to a range of audiences using appropriate structure and language.

Assessment material – BSBMGT516 (V1.0, May 2016) 3

CanDo Enterprise is committed to:

 providing high quality garden seed products

Assessment material – BSBMGT516 (V1.0, May 2016) 4

 providing personalised service

- Increase sales income by 10% annually

- Expand product sales into one new rural region

- Create greater flexibility in working hours and work location

Assessment material – BSBMGT516 (V1.0, May 2016) 5

- Increase trading hours to accommodate after hour and weekend sales

Responsible person Dispatch supervisor and dispatch team.

When? Autumn 2017

Assessment material – BSBMGT516 (V1.0, May 2016) 6

Assessment material – BSBMGT516 (V1.0, May 2016) 7

Assessment material – BSBMGT516 (V1.0, May 2016) 8

Table: 1 - Unit elements and performance criteria mapped to assessment items

Learner resource book section number &

1. Lead continuous improvement systems

1.1 What is continuous improvement?

1.2 Change management

1.6 Customer service improvement example

2.3 Recognise and manage communication

2.4 Active listening

2.5 Building team rapport

Assessment material – BSBMGT516 (V1.0, May 2016) 9

Learner resource book section number &

2.7 Workplace consultation

2.8 Information flows and follow-up actions

2.9 Provide information to the workgroup

1.3 Ensure that change and improvement 7

1.4 Develop effective mentoring and coaching

1.5 Ensure that insights and experiences from

2. Monitor and adjust performance strategies

3.5 Monitoring costs

Assessment material – BSBMGT516 (V1.0, May 2016) 10

Learner resource book section number &

3.6 Monitoring other performance measures

3.7 Data analysis

2.2 Adjust and communicate strategies to 1.5 Improvement proposals

3. Manage opportunities for further

2.8 Information flows and follow-up actions

3.2 Ensure processes include recording of

3.3 Consider areas identified for further 1.5 Improvement proposals

Assessment material – BSBMGT516 (V1.0, May 2016) 11

Table: 2 – Knowledge evidence mapped to assessment items

Learner resource book section number &

1.1 What is continuous improvement?

Explain how continuous improvement systems 1.3 Knowledge management

Assessment material – BSBMGT516 (V1.0, May 2016) 12

Table: 3 – Performance evidence mapped to assessment items

Learner resource book section number &

2.1 Communication responsibilities of

2.2 Inclusive engagement

2.3 Recognise and manage communication