Assessment BSBMGT608 Manage continuous improvement and innovation

Assessment Tasks
BSBMGT608 Manage continuous improvement and innovation


Assessment plan
The following outlines the requirements of your final assessment for BSBMGT608 Manage continuous improvement and innovation. You are required to complete all tasks to demonstrate competency in this unit.
This unit is assessed through the following:
Assessment Requirements Assessment overview Due date
1. Written questions
Students must correctly answer all questions.
2. Continuous improvement and innovation review Students must review systems and processes to develop options for continuous improvement.
3. Continuous improvement and innovation action plan Students must develop a continuous improvement action plan.
4. Continuous improvement and innovation implementation analysis Students must review and report on customer service.
All assessments will ensure that the principles of assessment and rules of evidence are adhered to. The principles of assessment are that assessment must be valid, fair, reliable and consistent. The rules of evidence state that evidence must be sufficient, valid, current and authentic.
If reassessment is required, you will be given the chance to resubmit the assessment task. You will have up to three opportunities to resubmit each assessment task. If, after the third attempt, the assessment is still not satisfactory your trainer/assessor will make alternative arrangements for assessment.
Agreement by the student
Have you read and understood what is required of you in terms of assessment? • Yes • No
Do you understand the requirements of this assessment? • Yes • No
Do you agree to the way in which you are being assessed? • Yes • No
Do you have any special needs or considerations to be made for this assessment? If yes, what are they?
• Yes • No
Do you understand your rights to appeal the decisions made in an assessment? • Yes • No
Student name:
Student signature: Date:
Assessor name:
Assessor signature: Date:

Assessment Task 1 – Written Questions
Task Summary

• This is an open book test.
• Students need to answer all of the written questions correctly.
• Answers should be provided on a separate sheet of paper with the assessment task number clearly indicated, the students name and each question clearly marked. Answers must be word-processed and sent to the assessor via email.

What do students need to complete this assessment?
• Access to textbooks/other learning materials
• Computer and Microsoft Office
• Access to the internet

When and where do students need to do this?

This assessment task will be completed in the classroom.

Write in the date as advised by your assessor:

___________________________________________________

What do students have to submit?

• Answers to all questions

What if students get something wrong?
If your assessor sees that you did not complete the task satisfactorily, they will give you feedback about the questions you have not answered correctly and a timeline for resubmission.

Instructions to students
Answer all the questions below.
1. Define the concept of Kaizen and its most notable feature.

2. Describe all of the components of the Plan, Do, Act, Cycle.

3. What is the purpose of supply chain analysis?

4. What is cost-benefit analysis and what is it best used for?

5. Discuss the concept of a learning organisation in a paragraph or two.

6. Why is the concept of shared vision an essential component of a learning organisation?

7. Discuss the concept of team learning in relation to a learning organisation.

8. What does Kotters 8-Step change model tell us about transformational change for businesses? Discuss your answer in a paragraph or two?

9. What is the diffusion of innovation theory and why might a manager implementing an innovation be particularly interested in this theory?

10. What is Total Quality Management?

11. What is the purpose of the ISO 9000 Standards for Quality Management and what standards are included?

12. Provide a short definition of risk as identified in the Australia/New Zealand Standard for Risk Management (AS/NZS ISO 31000:2009).

13. Briefly define risk management?

14. List at least 5 benefits of risk management?

15. Identify three examples of potential impacts of risk?

16. What are the steps for analysing risks?

17. List three sources of information that you could use to gather information on potential risks.

18. List and explain the five options for controlling risk.

19. Identify and list five ways in which an organisation can minimise risk.

20. What are three examples of tools or techniques that could be used to identify risks as part of a risk assessment process?

21. Discuss the difference between a supply chain and a value chain. Provide an example to illustrate your answer.

Assessment Task 2 – Continuous Improvement and Innovation Review

Task summary
This assessment task is based on the fictional business, Woodhouse Recruitment based in central Melbourne.

For this assessment task you are required to review current systems and processes within the company in order to develop options for continuous improvement for Woodhouse Recruitment, as well as report back to the management team on your review. For the purposes of this assessment, you are one of the Directors of Woodhouse Recruitment.

To do this, you will need to thoroughly review the scenario information provided below, as well as conduct research as instructed. The outcome of this assessment task will be a briefing report that you will also present to the management team.

As indicated previously, as the Director of the Woodhouse Recruitment, you have been tasked by the management team to review current systems and processes and to develop continuous improvement options in order to develop creative ways for the business to improve both internally and in its external environment.

What do students need to complete this assessment?
 Computer and Microsoft Office
 Access to the internet for research
 Space for a meeting
 Reference materials: 2015 Australian Trends Report, Australian Recruitment Practices Report

Where and when do students need to do this?
Part 1 of the assessment task will be completed in the classroom as part of the simulated work environment.
Write in the date for this assessment as advised by your assessor
___________________________________________________ 

What do students have to submit?

• Briefing report of 3 – 4 pages with clear headings, written in clear and concise English.

What if students get something wrong?

If your assessor sees that you did not complete the task satisfactorily, they will give you feedback about the tasks you have not completed satisfactorily and a timeline for resubmission.

Instructions to students:

Woodhouse Recruitment is based in central Melbourne and is a recruitment agency offering recruitment services, including sourcing, screening and selecting candidates to meet clients’ requirements. The company was established in 2010 by Simon and Petra James, a husband and wife team who are the Directors of the company.

The company also employs a receptionist, five recruitment consultants and an Administration Manager. The agency plans to recruit a further 2 new consultants to start with the company in early 2016.

The company specialises in the following areas of recruitment for both permanent and temporary staff:

• Administration and office support
• Accounting
• IT
• Sales and Marketing

The company sees its point of difference as being a owner operated, boutique recruitment agency. The company currently has approximately 30 clients who regularly use their services.

At a recent management team meeting, the management team (the Directors, Administration Manager and the Senior Recruitment Consultant), discussed the need to implement systems and processes for continuous improvement and innovation into the company. This is in part based on the need to stand out from the competitors in an industry where there are a large number of recruitment agencies.

A number of issues were discussed at the management meeting, which the management team feel need further exploration as part of introducing continuous improvement systems and innovations.

• Services Standards

The company states on its web site that it has the following delivery service standards:

• Service Promise – we are clear in what we offer and the benefits it brings to you
• Service Delivery – we offer consistent and reliable service to you
• Customer Relationships – we are open and friendly with all of our customers
• Compliance – we ensure we adhere to all ethical and legal requirements
However, service standards have not been clearly defined and there are no performance indicators in place to measure performance.

• Key performance indicators
No formal performance indicators in place to measure key service standards including how quickly candidates are recruited to fill jobs or how many of the candidates pass the trial period effectively.
• Social Media
There is no social media strategy in place. Currently the company is not using social media to market positions or to source candidates but recognizes this is an area for development. Currently most candidates are usually found through the existing database (60%) or through advertising on job search web sites.

• Staff professional development
While all recruitment consultants are expected to have minimum qualifications and experience, there is no process in place to ensure that recruitment consultants continue to participate in professional development activities to keep their skills up to date. There is also no performance appraisal system in place.

• Sustainability
The business currently does not have any formal sustainability initiatives in place and is conscious of moving towards a green office environment both to be an environmentally friendly business, as well as to reduce costs.

Key business performance statistics are as follows:

• Annual sales revenue for financial year 20 14 – 2015 is $1,350,000, an increase of 10% from the previous year.
• Increase in profits for this financial year compared to the last one is 9%
• 16% of placements are in the IT area, 18% in accounting, 20$ in sales and marketing and the remainder in administration and office support.
• 60% of revenue is from repeat client business.
• Fill rate is 40% (where fill rate is the number of job orders filled by the number of job orders received multiplied by 100).
• Average time to fill contracts for 2014 were as follows:
o Temporary contracts was 8 days
o Contract work is 20 days
o Permanent search 23 days
o Executive search 33 days
Key performance indicators currently used to measure business performance focus on financial indicators, including net operating profit and sales revenue. The company also tracks its fill rate and is seeking to improve this to the industry average of 47% over the next year.

Complete the following activities:
1. Review the case study information thoroughly
2. Conduct research to inform the development of a report as follows:
• Discuss the importance of continuous improvement and innovation as an essential element of business and competition.

• Analyse and report on trends and opportunities relevant to Woodhouse Recruitment. You should use external sources of information, including the Information within the reference materials provided by your assessor, as well as information from at least two other sources e.g. peak bodies and ABS statistics.
• Based on your review of the scenario information, evaluate and report on all aspects of Woodhouse Recruitment operations, supply chains and service delivery. Discuss what appears to be working well and what could be improved.

• Review the information provided in the scenario and report on the performance of the business.

• Based on your review of the scenario information, evaluate and report on the existing systems that are in place to monitor and evaluate the performance of Woodhouse Recruitment. How effective are these based on your review of the information? Is there any scope for introducing additional performance measures and what could they be?

• Evaluated existing systems that are in place to address sustainability and recommend options relevant to the business.

• Provide examples of innovative business ideas in the recruitment industry or any other industry and that have been successful and how these could be adapted or used for Woodhouse Recruitment.

• Provide recommendations for at least two specialists who can assist continuous improvement and innovations, including a social media strategy. Provide their contact details, the services they offer and your rationale as to why it may be beneficial to use their services.

• Discuss at least three recommendations for continuous improvement and innovation within Woodhouse Recruitment

3. Complete the report and send via email to your assessor at least three days prior to the meeting to discuss and present the report. Your assessor will advise you of the date of the meeting.
Your assessor will organise a number of fellow students to attend your presentation. These students will be playing the role of the management team.

4. At the meeting, you should discuss the key findings of your report, as well as your ideas for continuous improvement and innovation in the business.

5. Ask participants to share their ideas too throughout the meeting.

6. During the meeting, you will need to demonstrate your interpersonal skills, as well as your ability to build trust and confidence and encourage creativity in the management team. To do this you will need to demonstrate throughout your presentation your ability to clearly and confidently present information, encouraging questions from the team and discussion and active listening techniques.

7. At the end of the meeting, you will need to agree with the management team on the best two continuous improvement and innovation initiatives for approval by the board.

8. Following the meeting, send a short memo documenting the continuous improvement initiatives agreed to. You should also identify and document the possible risks of each initiative and how they can be managed, as well as the costs and benefits of each option. This should also include an evaluation of the impact of the changes and consequences for staff.

The memo should seek a final agreement to proceed with the initiatives based on the meeting discussion and additional information provided in the memo.
Your assessor will provide you with a final email indicating any final changes and approval to proceed.


Assessment Task 3 – Continuous Improvement and Innovation Action Plan

Task Summary
This assessment task requires you to develop an Action Plan for implementing the continuous improvement and innovation changes agreed to.

What do students need to complete this assessment?

 Computer and Microsoft Office
 Access to the internet for research

When and where do students need to do this?

This assessment task will be completed in the classroom as part of the simulated work environment.

Write in the date as advised by your assessor:

___________________________________________________

What do students have to submit?

• Email including action plan

What if students get something wrong?

If your assessor sees that you did not complete the task satisfactorily, they will give you feedback about the tasks you have not completed satisfactorily and a timeline for resubmission.

Instructions to students

Complete the following activities:

1. Develop an Action Plan for implementing the continuous improvement and innovation changes agreed to.

The plan should be developed using a relevant project management tool such as a GANTT chart that sets out all of the actions required to implement the initiatives including timing, responsibilities, required resources, communication and key performance indicators for assessing the introduction of the initiative.

2. Send an email and action plan to your assessor and fellow students within 3 days of the meeting conducted in Assessment Task 2. Your email should indicate that you are seeking input and final approval for the action plan,

You will be assessed as to whether your plan and email have been written in clear and concise English and whether your email and plan addresses all of the content as specified in the assessment instructions above.


Assessment Task 4 – Continuous Improvement and Innovation Implementation Review

Task Summary
Your task is to develop a memo for the management team to report on customer service provision.

What do students need to complete this assessment?

 Computer and Microsoft Office
 Access to the internet for research

When and where do students need to do this?

This assessment task will be completed in the classroom as part of the simulated work environment.

Write in the date as advised by your assessor:

___________________________________________________

What do students have to submit?

• Completed memo

What if students get something wrong?

If your assessor sees that you did not complete the task satisfactorily, they will give you feedback about the tasks you have not completed satisfactorily and a timeline for resubmission.

Instructions to students

As part of the continuous improvement and innovation review and implementation, Woodhouse Recruitment implemented a formal survey to assess candidate’s satisfaction with the company’s services. The survey included 15 questions and is focused on the company’s services and desire to improve these. Of the 100 surveys that were sent out by post, only 12 were returned.
Customer survey findings are as follows:

Overall satisfaction with Woodhouse Recruitment
7 totally satisfied, 2 somewhat satisfied, 0 dissatisfied and 1 totally dissatisfied
No comments provided
Ease of doing business with Woodhouse Recruitment
5 totally satisfied, 4 somewhat satisfied, 2 dissatisfied and 1 totally dissatisfied
Comments from candidates:
• Got the job I wanted, thanks so much
• Consultants friendly
• Hard to contact consultants
• Didn’t keep us up to date with progress of applications
Customers who said they would recommend Woodhouse Recruitment to others
5 very much so, 4 most likely, 2 no, I would not recommend and 1 definitely not recommen
Comments from candidates:
• Would definitely recommend
• I would not recommend as I was not happy about the lack of information throughout the process
• I wouldn’t recommend – I kept being sent for jobs that just weren’t right for me.

Complete the following activities:
1. Read the article below and develop an analysis based on your review of this article as to why the survey sent out by Woodhouse Recruitment might have not been effective.
2. Review and analyse the results based on the 12 surveys received and a memo to the management team outlining the results of the customer survey, as well as potential reasons for the low return. You should also comment on the validity of the findings given the low return. Your memo should be in clear and concise English and be submitted via email to the management team (your assessor) by the specified date.
Your memo should include:
• An analysis of the results. You should convert the findings into bar charts that clearly shows the results of the survey and in percentages.
• An analysis of the results for overall customer satisfaction, ease of doing business and customer loyalty.
• Your overall analysis of how the company is performing in terms of service to candidates.
• Your recommendations for future customer surveys.