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BSBMGT608 MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT AUSTRALIA

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MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT ASSIGNMENT HELP

BSBMGT608

Student Details
Student Name   Student ID  
Result Summary
Assessment task outcomes TASK 1 ☐ C ☐ NYC ☐ NA Type of Submission ☐ First submission ☐ First re-submission ☐ Second re-submission
TASK 2 ☐ C ☐ NYC ☐ NA
TASK 3 ☐ C ☐ NYC ☐ NA
TASK 4 ☐ C ☐ NYC ☐ NA
Final Unit Outcome ☐ Competent ☐ Not Yet Competent Submission Date  
Assessor Name   Assessor Signature  

This Page is intentionally left blank

Assessment Record of Outcome
Purpose: This sheet provides an overview of a student’s competency for each unit based on all assessment tasks submitted. Instructions: Assessor: Record the outcome of each assessment task and determine the student’s competency for the unit based on all assessment tasks. Record the unit outcome below, sign and date. Admin Team: Record the unit outcome in RTO Manager and save the assessment bundle in the student’s file. A scanned copy of this document is to be retained once the assessment is destroyed.
Student Name   Student ID  
Unit Code BSBMGT608
Unit Title MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT
Assessment Submission Date   Type of submission □ First Submission          □ First Re-submission         □ Second Re-submission
Assessment Task Results (Please tick)
Assessment 1 □ C (Competent)       □ NYC (Not Yet Competent)    □NA (Not Assessed)
Assessment 2 □ C (Competent)       □ NYC (Not Yet Competent)    □NA (Not Assessed)
Assessment 3 □ C (Competent)       □ NYC (Not Yet Competent)    □NA (Not Assessed)
Assessment 4 □ C (Competent)       □ NYC (Not Yet Competent)    □NA (Not Assessed)
Final Assessment Result for this unit    ☐ Competent                      Not Yet Competent
Assessor Declaration In completing this assessment, I confirm that the participant has demonstrated all unit outcomes through consistent and repeated application of skills with competent performance in multiple instances over a period of time. Evidence collected has been confirmed as: q Valid   q Sufficient   q Current   q Authentic
Assessor Name   Assessor Signature  
Feedback                
Data Entry
Admin Officer Initials   Date Entered In RTO Manager ☐ YES          ☐ No
Student Declaration and Agreement

Section One: Declaration

  • I declare that this assessment is my own work, except where acknowledged, and has not been submitted for academic credit elsewhere, and acknowledge that the assessor of this item may, for the purpose of assessing this item:
    • reproduce this assessment item and provide a copy to another member of the Institute; and/or,
    • communicate a copy of this assessment item to a plagiarism checking service (which may then retain a copy of the assessment item on its database for the purpose of future plagiarism checking).
  • I understand it is my responsibility as a student to keep a copy of the assessment prior to submission, Albright Institute takes no responsibility for lost in transit. If required I may be asked to reproduce another copy of the assessment/s.
  • I understand that it is my responsibility to read all the policies relevant to my course and college and if I am found to be in breach of policy, disciplinary action may be taken against me.
Section Two: Agreement Read through the assessments in this booklet before you fill out and sign the agreement                                                                                                         below. Make sure you sign this before you start any of your assessments.    
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  

Assessment Overview

This Student Assessment Booklet includes all your tasks for assessment of BSBMGT608 – MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT.

About your assessments

This unit requires that you complete 4 assessment tasks. You must complete all tasks with a competent result to achieve competency for this unit. Please read the information below about each task included in this assessment.

Assessment Task 1  
Assessment Task 2   required to present your report to the management team (assessor and three other participants).
Assessment Task 3   develop a continuous improvement action plan.
Assessment Task 4   review and report on customer service

Student Information

What is competency?

To complete assessment tasks satisfactorily you will need to demonstrate competence – but what does this mean?

In the Australian vocational education and training system, the concept of competence, is defined as: “The ability to perform tasks and duties to the standard expected in the workplace”.  Competence involves the application of specific skills, knowledge and attitudes to the work performance in an industry, an industry sector or an enterprise. Competence is rarely achieved in a one-off demonstration. It needs to be developed holistically – that is, bringing a range of skills and knowledge together – and over time in a real or simulated workplace. To achieve competence, you need to demonstrate that you can perform a given task to the standard defined in an endorsed unit of competency.

How to submit your assessments?

When you have completed each assessment you will need to submit it to your assessor. Instructions about submission can be found at the beginning of each assessment task. Make sure you photocopy your written activities before you submit them – your assessor will put the documents you submit into your student file. These will not be returned to you.

Assessment Task Cover Sheet

At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for each task, making sure you sign the student declaration.

Your assessor will give you feedback about how well you went in each task, and will write this on the back of the Task Cover Sheet.

Assessment outcomes

Once the assessment has been completed the student will be given the result within 14 days. Once the student has satisfactorily completed the required assessments for a unit of competency he/she will receive an outcome of C (Competent) or otherwise NYC (Not Yet Competent) in which case the student is entitled to apply for a resubmission of the assessment.

Reasonable adjustments

Wherever possible, trainers/assessors will make reasonable adjustments to training and assessment processes to ensure all people are treated equally in the training and assessment process.

Students who have special needs may be allowed reasonable adjustment at the time of assessment in line with the Albright Institute’s Policy and Procedures.

To meet the needs of all learners’ adjustments can be made to the way assessments are conducted but not to the requirements of the assessment. The purpose of these adjustments is to enhance fairness and flexibility so that the specific needs of students can be met.

Examples of reasonable adjustments

  • providing additional time for student to practice the assessment tasks
  • presenting questions orally for students with literacy issues
  • asking questions in a relevant practical context
  • adapting machinery and equipment to make it more easily used
  • presenting work instructions in diagrammatic or pictorial form instead of words and sentences
  • simplifying the design of tasks

It is the responsibility of each assessor to assess students’ needs and make whatever reasonable adjustments are practicable to maximise a students’ opportunity to demonstrate their competence.

Assessment re-submission

If a student is deemed NYC (not yet competent) the Trainer/Assessor (TRN) will explain why and inform the student of what needs to be completed in order to demonstrate competence.

Re-assessment for assessments only occurs if the student has previously submitted the assessment or has missed the relevant session(s) and has been afforded special consideration which is approved by the Administration department.

If the result for the first submission of an assessment is NYC, students will be given two re-submission opportunities to achieve a competent result (this re-assessment is conducted free of charge). A suitable time will be arranged for the reassessment to occur within 14 days of the completion of the unit in question. Should a student either not make an attempt within this time frame (in spite of all efforts by Albright Institute, its Trainer/Assessor and administration staff to have the student attend a reassessment session) or the student does not achieve a satisfactory result after two re-assessments they may be charged for another attempt.

Should the student still not achieve competence after these assessment attempts, it will be necessary for them to re-enrol in (repeat) the unit of competence at a cost.

Assessment appeals

You can make an appeal about an assessment decision by filling an appeal form. Ask for an appeal for from a student support officer. Refer to Albright Institute’s Assessment Policy for more information about our appeals process.

Plagiarism Policy

All student work must be written in their own words, except where acknowledged through quotations and referencing. Plagiarism is a serious offence; Albright Institute may impose severe penalties on students who plagiarise.

For more information on Plagiarism and Cheating refer to Albright Institute’s policies.

TASK 1 – Coversheet

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Student and Submission Details
Student Name   Student ID  
Unit Code and Name   Date of submission  
STUDENT DECLARATION I declare that these tasks are my own work. None of this work has been completed by any other person.I have not cheated or plagiarised the work or colluded with any other student/s. I have correctly referenced all resources and reference texts throughout these assessment tasks. I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student Signature  
Assessor to complete
Assessment Task Task Result Date Type Of Submission
Written Questions □ C (Competent)       □ NYC (Not Yet Competent)    □ NA (Not Assessed)   ☐ First submission ☐ First re-submission ☐ Second re-submission
Assessor feedback                                                                                                                
Assessor Name   Date  
Assessor Signature  
Knowledge Evidence

The task meets the following knowledge evidence requirements:
Satisfactory Un- satisfactory Not Present
To complete the unit requirements safely and effectively, the individual must:  
1 Outline cost-benefit analysis method    
2 Describe creativity and innovation theories and concepts    
3 List organisational learning principles    
4 Identify quality management and continuous improvement theories    
5 Describe relevant risk management concepts    
6 Outline relevant sustainability practices.    

TASK 1- Written Questions

  • Task summary

You are to answer all the 12 written questions in this task.

  • Resources and equipment required to complete this task
  • Access to textbooks and other learning materials.
  • Access to a computer, printer, Internet and email software (if required).
  • When and where should the task be completed?
  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.
  • What needs to be submitted?
  • Your answers to each question in this task.
  • Instructions
  • This is an open book test – you can use your learning materials as reference.
  • You must answer all questions in this task correctly.
  • You must answer the questions by typing your answers in Microsoft Word or a similar program.
  • Please include the following details in the header section of each page of your assessment document:
  • Student Name and ID 
  • Course Code and title
  • Unit Code and title
  • Trainer and assessor name
  • Page numbers
  • Your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy
Question 1: Identify and discuss in detail five quality management and continuous improvement theories (150 – 200 words each theory).
Question 2: What does Kotter’s 8-Step change model tell us about transformational change for businesses? Discuss your answer in a paragraph.  (150 – 200 words).
Question 3:
Question 4: What is the purpose of the ISO 9000 Standards for Quality Management and what standards are included? (50 – 100 words).
Question 5:
Question 6:
Question 7: Why is the concept of shared vision an essential component of a learning organisation? (100 – 150 words).        
Question 8: Discuss the concept of team learning in relation to a learning organisation (50 – 100 words).     
Question 9: Identify and outline three different sustainability practices that are now common in Australian workplaces (50 – 100 words).         
Question 10: Provide a definition of risk as identified in the Australia/New Zealand Standard for Risk Management (AS/NZS ISO 31000:2009) (50 – 100 words).
Question 11: Discuss the concept of risk management. Outline the factors that make a risk management system successful and the factors that may inhibit effective risk management (200 – 250 words).        
Question 12: In your own words, describe the seven steps in the risk management process as outlined in AS/NZS ISO 31000:2009 (200 – 250 words). 

                     TASK 2 – Coversheet

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Student and Submission Details
Student Name   Student ID  
Unit Code and Name   Date of submission  
STUDENT DECLARATION I declare that these tasks are my own work. None of this work has been completed by any other person.I have not cheated or plagiarised the work or colluded with any other student/s. I have correctly referenced all resources and reference texts throughout these assessment tasks. I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student Signature  
Assessor To Complete
Assessment Task Task Result Date Type Of Submission
Review Project and Role-play □ C (Competent)       □ NYC (Not Yet Competent)    □ NA (Not Assessed)   ☐ First submission ☐ First re-submission ☐ Second re-submission
Assessor feedback                                                                                                            
Assessor Name   Date  
Assessor Signature  
Performance Criteria

The project meets the following requirements:
Satisfactory Un- satisfactory Not Present
P1 Establish strategies to monitor and evaluate performance and sustainability of key systems and processes      
P2 Undertake detailed analyses of supply chains and operational, product and service delivery systems    
P3 Identify performance measures, and assessment tools and techniques, and evaluate their effectiveness    
P4 Analyse performance reports and variance from plans for key result areas of the organisation      
P5 Identify and analyse changing trends and opportunities relevant to the organisation      
P6 Seek advice from specialists, where appropriate, to identify technology and electronic commerce opportunities      
P7 Brief groups on performance improvement strategies and innovation as an essential element of competition      
P8 Foster creative climate and organisational learning by promoting interaction within and between work groups      
P9 Encourage, test and recognise new ideas and entrepreneurial behaviour where successful      
P10 Approve innovations through agreed organisational processes      
P11 Analyse and evaluate systems and performance in key areas of the organisation and identify opportunities for improvement, seeking advice from experts as appropriate      
P12 Promote the value of creativity, innovation and sustainability and recognise successes      
P13 Plan for and implement improvements using organisation’s processes for approvals, project management and change management      
P14 Facilitate effective contributions to and communications about continuous improvement and innovation      
P15 Outline relevant sustainability practices.      

TASK 2 – Review Project (report) and Role-play

  • Task summary
  • When and where should the task be completed?
  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.
  • What needs to be submitted?
  • Part A – Students are not required to submit anything for this part; however, the report they prepare will be submitted in part B of this assessment.
  • Part B – Students are required to submit the report they developed in part A of this task. The report must be between three and five pages with clear headings. Students are then required to attend a meeting with their assessor and up to three other participants
  • Instructions:
  • Please use the “Template for a Report” (given by your trainer) to complete this assessment.
  • Your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy.

Read the following case study / scenario and complete the activities that follow.

Case study / Scenario Administration and office support, Accounting, IT, Sales and Marketing.Services Standards The company states on its website 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 youCustomer Relationships – we are open and honest 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 are 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 recognises this is an area for development. Currently most candidates are usually found through the existing database (60%) or through advertising on job search websites. 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. Stationery All company stationery purchased is of the highest quality non-recycled and bleached paper that comes wrapped in non-biodegradable packaging and is sourced from overseas. The Accountant has identified that the cost of the stationery is astronomical and we should be reducing costs and sourcing Australian products. Recruitment Database The database that the company was purchased off the shelf and keeps crashing because it is not able to cope with the amount of data that it contains. The recruitment consultants say that they are not able to customise the fields to include the data they need nor does it provide accurate reports. The Directors disagree with this feedback and have so far refused to spend money on investigating a new system. Annual sales revenue for financial year 2014 – 2015 is $1,350,000, an increase of 10% from the previous year. The target sales revenue was 12%Increase in profits for this financial year compared to the last one is 9%. The target was 10%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, the target was 70%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:Temporary contracts was 8 daysContract work is 20 daysPermanent search 23 daysExecutive 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.
  • “Template for a Report”).
  • Your topics or areas for improvement that you will plan a continuous improvement and innovative processes for, one being a sustainability program
  • Identify and discuss a range of strategies that you can implement to monitor and evaluate the current performance and sustainability of your topics/areas for improvement.
  • Analyse and provide a detailed account of the current supply chain and the (operational, product or service) systems the business is using to deliver their service. What is working well and what could be improved?
  • Identify how the topics/areas for improvement performance could be measured, including an outline of the assessment tools or techniques that could be used. Evaluate the effectiveness of each tool/technique.
  • Identify at least two specialists that could help Woodhouse Recruitment. This may be to identify technology and electronic commerce opportunities or to implement your ideas. Provide their contact details, the services they offer and your rationale as to why it may be beneficial to use their services.
  • Conduct research and analyse and report on trends and opportunities relevant to Woodhouse Recruitment in relation to your topics/areas for improvement. Use the resources provided by the assessor plus other external resources for this research.
  • Compare Woodhouse Recruitment’s business performance statistics to industry benchmarks and speculate as to why they may not have met their targets.

At the end of your report, introduce and briefly discuss three examples of other innovative business ideas that Woodhouse Recruitment could adapt and implement.

Your report should be written in clear and concise English and contain relevant headings to identify the information.

  • Complete your 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.

  • 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.
  • 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.
  • At the end of the meeting, you will need to take on board feedback provided and agree with the management team on the best way forward with your continuous improvement and innovation initiatives.
What do I need to hand in for this task? Have I completed this?
Report – on the findings of the review of systems and processes of the business scenario. o
Role-ply notes o

Role Play Checklist

(To be completed by the trainer/assessor at the time of the role play/observation and submitted by the student at the time of assessment submission.)

Student Name: ________________________     Student ID: ______________________

Date of Assessment: ___________________      Signed: _________________________

To be assessed as satisfactory (S) in this assessment task the participant needs to demonstrate competency in the following critical aspects of evidence S N/S Comments and feedback to student
Discussed the key findings of their report, including, areas for improvement that they will plan a continuous improvement and innovative processes for, one being a sustainability program      
Discussed a range of strategies that they can implement to monitor and evaluate the current performance and sustainability of their topics/areas for improvement      
Provide a detailed account of the current supply chain and the (operational, product or service) systems the business is using to deliver their service. What is working well and what could be improved      
Identified how the topics/areas for improvement performance could be measured, including an outline of the assessment tools or techniques that could be used. Evaluate the effectiveness of each tool/technique      
Identified at least two specialists that could help Woodhouse Recruitment. This may be to identify technology and electronic commerce opportunities or to implement their ideas      
Discussed the trends and opportunities relevant to Woodhouse Recruitment in relation to their topics/areas for improvement      
Compared Woodhouse Recruitment’s business performance statistics to industry benchmarks and speculate as to why they may not have met their targets      
Demonstrated interpersonal skills:ability to clearly and confidently present information, encouraging questions from the team and discussion and active listening techniques      
Demonstrated ability to build trust and confidence and encourage creativity in the management team      

Assessors Name: ________________________  Title: ______________________

Signed: _________________________________ Date: _____________________

TASK 3 – Coversheet

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Student and Submission Details
Student Name   Student ID  
Unit Code and Name   Date of submission  
STUDENT DECLARATION I declare that these tasks are my own work. None of this work has been completed by any other person.I have not cheated or plagiarised the work or colluded with any other student/s. I have correctly referenced all resources and reference texts throughout these assessment tasks. I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student Signature  
Assessor To Complete
Assessment Task Task Result Date Type Of Submission
Action Plan □ C (Competent)       □ NYC (Not Yet Competent)    □ NA (Not Assessed)   ☐ First submission ☐ First re-submission ☐ Second re-submission
Assessor feedback                                                                                                            
Assessor Name   Date  
Assessor Signature  
Performance Criteria

The project meets the following requirements:
Satisfactory Un- satisfactory Not Present
P1 Undertake risk management and cost-benefit analysis for each option or idea approved for trial      
P2 Promote continuous improvement and sustainability as essential to doing business    
P3 Address impact of change and consequences for people, and implement transition plans    
P4 Ensure objectives, timeframes, measures and communication plans are in place to manage implementation      
P5 Implement contingency plans in the event of non-performance      
P6 Communicate costs and benefits of innovations and improvements to relevant groups and individuals      
P7 Support the testing and trialing of new ideas and undertake risk management and cost-benefit analysis for options      
P8 Plan for and implement improvements using organisation’s processes for approvals, project management and change management      
P9 Facilitate effective contributions to and communications about continuous improvement and innovation      
P10 Outline cost-benefit analysis method      
P11 Describe relevant risk management concepts      
P12 Outline relevant sustainability practices.      

TASK 3 – Action plan

  • Task summary

This task requires you to develop action plans for implementing the continuous improvement and innovation changes agreed to.

  • Resources and equipment required to complete this task
  • Computer and Microsoft Office.
  • Access to the Internet for research.
  • When and where should the task be completed?
  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.
  • What needs to be submitted?
  • Email to assessor including action plans for two initiatives.

Instructions:

  • Please use the “Template for a Report” (given by your trainer) to complete this assessment.
  • Your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy.
  • Develop action plans for implementing the continuous improvement and innovation initiatives agreed to in Assessment Task 2.
  • The plans 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
  • Include a risk assessment for each initiative, identifying the possible risks and how they can be managed
  • Document a cost-benefit analysis for each initiative. You may make some assumptions in your analysis
  • Document the impact of the change and the consequences for staff for each initiative
  • Document a brief contingency plan for non-conformance for each initiative

2.   As an introduction to your action plans, discuss the importance of continuous improvement and sustainability as an essential element of business and competition.

3.   Send an email and your action plans to your assessor and fellow students (from 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.

What do I need to hand in for this task? Have I completed this?
Email to assessor including action plans for two initiatives o

TASK 4 – Coversheet

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Student and Submission Details
Student Name   Student ID  
Unit Code and Name   Date of submission  
STUDENT DECLARATION I declare that these tasks are my own work. None of this work has been completed by any other person.I have not cheated or plagiarised the work or colluded with any other student/s. I have correctly referenced all resources and reference texts throughout these assessment tasks. I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student Signature  
Assessor to complete
Assessment Task Task Result Date Type Of Submission
  □ C (Competent)       □ NYC (Not Yet Competent)    □ NA (Not Assessed)   ☐ First submission ☐ First re-submission ☐ Second re-submission
Assessor feedback                                                                                                                
Assessor Name   Date  
Assessor Signature  
Performance Criteria

The project meets the following requirements:
Satisfactory Un- satisfactory Not Present
P1 Accept failure of an idea during trialing, and recognise, celebrate and embed success into systems      
P2 Follow up failure by prompt investigation and analysis of causes and manage emerging challenges and opportunities effectively    
P3 Ensure that learnings from activities are captured and managed to inform future work    
P4 Regularly evaluate continuous improvement systems and processes      
P5 Promote the value of creativity, innovation and sustainability and recognise successes      
P6 Capture insights, experiences and ideas for improvements and incorporate them into the organisation’s knowledge management systems and future planning      

TASK 4 – Analysis report

  • Task summary

This assessment task requires you to develop an analysis and memo/report for the management team to report on customer service provision.

  • Resources and equipment required to complete this task
  • Computer and Microsoft Office.
  • Access to the internet for research.
  • When and where should the task be completed?
  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.
  • What needs to be submitted?
  • Completed report
  • Instructions:
  • Please use the “Template for a Report” (given by your trainer) to complete this assessment.
  • Your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy.

Read the following scenario and complete the activities that follow.

7 totally satisfied2 somewhat satisfied0 dissatisfied1 totally dissatisfied5 totally satisfied4 somewhat satisfied2 dissatisfied1 totally dissatisfiedGot the job I wanted, thanks so much Consultants friendlyHard to contact consultantsDidn’t keep us up to date with progress of applicationsWould definitely recommendI 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.
  • 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.

5.       Discuss the successors from this type of continuous improvement initiative. What could Woodhouse Recruitment take from this experience into future efforts to improve performance?

6.       Review and analyse the results of the 12 surveys received outlining the results of the customer survey, as well as potential reasons for the low return.

Present the results of the survey in bar charts that include the percentages and provide an analysis of the overall customer satisfaction, ease of doing business and customer loyalty.

You should also comment on the validity of the findings given the low return.

7.       Make recommendations for future customer surveys, including the frequency

8.       Submit your report to your assessor.

What do I need to hand in for this task? Have I completed this?
Completed report o
Student Feedback
Please provide any feedback you may have for this unit.
Resources  
Trainer and Assessor  
Other Feedback  

…………….………….………………………………………….……..……. Tear Here……………………….………………………….……………………

Student Receipt
Students should retain the section below as their receipt for submitting this work. Students are required to keep a copy of all submitted work.
Student’s Name   Student’s ID:  
Type of submission □ First Submission          □ First Re-submission          □ Second Re-submission
Date of Submission    Unit Code & Name BSBMGT608 MANAGE INNOVATION AND CONTINUOUS IMPROVEMENT
Assessment tasks submitted (Please tick) Written Questions (Task 1)
Review Project (report) and Role-play  (Tasks 2)
Action plan (Tasks 3)
Analysis report (Tasks 4)
Staff Name   Staff Signature