Reference no: EM133036733

BSBSTR502 Facilitate continuous improvement

Question 1: Describe systems and processes which facilitate continuous improvement within organisations. Discuss the relevance of each system or process to continuous improvement.

Question 2: Describe the relevance of the following business systems to continuous improvement. List two requirements for each to help ensure their effectiveness in supporting continuous improvement.

Question 3: Discuss two decision-making processes commonly used in a quality management/continuous improvement application.

Question 4: Outline typical decision-making processes in a program context.

Assessment Task 2: Project Portfolio

In this task, you are required to demonstrate your skills and knowledge by working through a number of activities and completing and submitting a project portfolio.

Required
• Access to textbooks/other learning materials
• Computer and Microsoft Office
• Access to the internet
• BSBSTR502 Simulation Pack
• BSBSTR502Project Portfolio

Activities
Complete the following activities:
1. Carefully read the following:
This project requires you to establish, lead and manage continuous improvement systems and processes for at least one organisation or work area within an organisation by:
• identifying the current state of the CI systems and processes
• identifying opportunities for improvement
• developing and implementing new systems
• supporting and encouraging people to participate in CI processes
• monitoring and adjusting systems and processes
• addressing sustainability requirements
• ensuring continuous improvement.
Selecting a business to work with :
Refer to the simulation pack provide in the assessment templates section.

Completing your Project Portfolio
You will be collecting evidence for this unit in a Project Portfolio. The steps you need to take to complete your Portfolio aredescribed below.
Communicating with others
You will need to communicate withstakeholders several times. This will include members of your team, customers, and a senior manager responsible for operations.
Your assessor can play the roles of the relevant people.

SECTION 1

2. Preparation
For students working with the case study business
You will use your real names, backgrounds and communication preferences andstyles during all role plays to ensure that the simulation is realistic.

Review all your documents
Before you begin your assessment, read through all of your assessment documents including this guide and your Project Portfolio. As you are working with the case study business, you should also read through all of the documents in the Simulation Pack.

3. Identifying the continuous improvement needs of your business
The first part of this assessment task requires you to look at your business or work area's current continuous improvement systems and processes and to identify areas for improvement. This process must include a discussion with client (internal or external) of the business or work area that you are working with.
As you are working with the case study business:
To make sure you have enough information about the customer service issues described in the simulation pack, you are going to have a discussion with one of your main customers - your assessor. You want to find out what their customer experience has been like with E-OfficeWorx.
Your assessor will play the role of the customer. During the discussion, 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.
Work into Section 1 of your Portfolio.

Make sure you have answered all questions Section 1 of your Portfolio. Submit to your assessor for review.
You are also required to attach certain documents as part of your evidence - review the documents you need to attach as outlined in Section 1 of the Project Portfolio and make sure you attach these upon submission.

SECTION 2
4. Researching a continuous improvement strategy
The first part of this activity requires you to conduct research to identify options for a continuous improvement system and processes for your business or work area. Make notes on your research, which you will then use to develop a continuous improvement policy and two continuous improvement tools, 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. You will do this in the next activity.
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 to meet the needs that you identified in Activity 3.
• ways of building in continuous improvement into business systems and procedures including performance management, organisational 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.
• decision-making processes for supporting continuous improvement
• 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 organisational 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 your business and explain why.
Work into Section 2 of your Portfolio.
You will use the work done in this section of the Portfolio to guide your work in the next stage of your assessment. Do not proceed with the next stage until you have received feedback from your assessor.

Make sure you have answered all questions in both copies of Section 2 of your Portfolio. Submit to your assessor for review.
You are also required to attach certain documents as part of your evidence - review the documents you need to attach as outlined in Section 2 of the Project Portfolio and make sure you attach these upon submission.

SECTION 3
5. Developing 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 with supporting tools and systems for your business or work area.
Work into Section 3 of your Portfolio.
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
• knowledge management systems which will capture team progress, insights and experiences (you will develop two of these systems in Activity 6)
• tools to support the continuous improvement process (you will develop two of these tools in Activity 7)
• responsibilities.
Submit Section 3 of your Portfolio to your assessor for review.
You are also required to attach certain documents as part of your evidence - review the documents you need to attach as outlined in Section 3 of the Project Portfolio and make sure you attach these upon submission.

SECTION 4
6. Developing knowledge management systems
You are required to develop two of the knowledge management systems that you identified through your research in Activity 4. You will introduce your team to one of the knowledge management systems that you develop during your presentation in Activity 9.
Work into Section 4 of your Portfolio.
Submit Section 4 of your Portfolio to your assessor for review.
You are also required to attach certain documents as part of your evidence - review the documents you need to attach as outlined in Section 4 of the Project Portfolio and make sure you attach these upon submission.

SECTION 5
7. Developing continuous improvement tools
You are required to develop a minimum of two of the continuous improvement tools that you identified through your research in Activity 4 and which you referred to in the Policy that you developed in Activity 6.
Work into Section 5 of your Portfolio.
Submit Section 5 of your Portfolio to your assessor for review.
You are also required to attach certain documents as part of your evidence - review the documents you need to attach as outlined in Section 5 of the Project Portfolio and make sure you attach these upon submission.

SECTION 6
8. Develop a continuous improvement presentation
Use the results of your research and your policy development work to develop an information and training session for your team about the new continuous improvement systems. You will deliver the presentation to your assessor in Activity 9. You will also use this presentation to confirm with your team (your assessor) that the systems you have developed meet the needs that you identified earlier. Particularly in relation to:
• organisational sustainability
• capturing team progress, insights, and experiences
• accessibility to continuous improvement information
• the efficiency of the systems and processes that you have developed
• other areas for improvement.
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 with an additional 15 minutes for questions and feedback.

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 the business or work area, and that are the basis of the policy you have developed.
• An outline of your policy.
• One of the knowledge management systems that you developed in Activity 6 (choose the one that is most relevant to the group you are presenting to)
• The two continuous improvement tools that you developed in Activity 7 (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 organisational 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 the business or work area to improve their continuous improvement processes and thus improve organisational efficiency and productivity.
Work into Section 6 of your Portfolio. Submit to your assessor for review.
You are also required to attach certain documents as part of your evidence - review the documents you need to attach as outlined in Section 6 of the Project Portfolio and make sure you attach these upon submission.
Do not proceed with the next activity until you have received and incorporated feedback from your Assessor regarding your presentation.

SECTION 7
9. Deliver the 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:
• 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, tools, or systems so you will need to record these for analysis later. (Your assessor will provide the feedback as roleplay).
At the conclusion of your presentation, analyse the feedback from your team and incorporate it into your policy.
If you are working with the case study business, or, if you are not able to meet with people from your workplace, your assessor and/or a fellow students will play the role of your team members. Your assessor will work with you to arrange this.

If your assessor does not participate in your presentation or directly observe your presentation, you will need to record the session for your assessor to watch later. You should attach these recordings to Section 7 of your Portfolio. If you need help with this process, speak to your assessor.

You are also required to attach certain documents as part of your evidence - review the documents you need to attach as outlined in Section 7 of the Project Portfolio and make sure you attach these upon submission.

Attachment:- Project Portfolio.rar