BSBMGT608 Student Assessment Tasks Working

Assessment Cover Page
Course BSB61015 Course

Advanced Diploma of Leadership & Management
Code Title
Unit
BSMGT608 Unit Title Manage innovation and continuous improvement
Code
Term Year
Student Details
Student Student
Name ID
Assessment Outcome (Completed by Assessor only)

Assessor’s Name
Assessment
Result
Details
Not Did Not Submit
Assessment 1 Satisfactory
Satisfactory
Did Not
Not
Assessment 2 Satisfactory Submit
Satisfactory
Did Not
Not
Satisfactory
Did Not
Not
Satisfactory
Final Assessment Competent(C) Not Yet Competent

Result (NYC)
Feedback to Student:
BSBMGT608 Manage innovation and continuous improvement Student Assessment Tasks V1.1
Student Declaration:I declare that the work Assessor Declaration: I declare that I have
submitted is my own and has not been copied conducted a fair, valid, reliable and flexible
or plagiarised from any person or source. I assessment with this student, and I have
declare that I have been assessed in this unit, provided appropriate feedback.
and I have been advised of my result. I am
also aware of my appeal rights.
Signature:
Signature: _____________________________________
_______________________________
Date:
Date: ______/_______/________________
______/_______/_______________________
Page 2
Contents
Assessment information 3
Assessment instructions 4
Student assessment agreement 6
Assessment Task 1 Cover Sheet 7
Assessment Task 1: Written questions 8
Assessment Task 1 Instructions as provided to students 10
Assessment Task 1 Checklist 11
Assessment Task 2: Continuous improvement and innovation project 12
Assessment Task 3: Continuous Improvement and Innovation Action Plan Project
21
Assessment Task 4: Continuous Improvement and Innovation Implementation
Review 24
Final results record 28
Page 3
Assessment information
The assessment tasks for BSBMGT608 Manage innovation and continuous
improvement are included in this Student Assessment Tasks booklet and outlined
in the assessment plan below.
 To be assessed as competent for this unit, you must complete all of the
assessment tasks satisfactorily.
Assessment plan
Assessment Task Overview
1. Written questions You must correctly answer all

questions.
2. Continuous improvement and You must review systems and

innovation project processes to develop options for
continuous improvement and
innovation and prepare a report for
discussion with staff.
3. Continuous improvement and You must develop a continuous

innovation action plan improvement action plan.
4. Continuous improvement and You must review and report on

innovation implementation analysis customer service.
Assessment preparation
Please read through this assessment thoroughly before beginning any tasks. Ask
your assessor for clarification if you have any questions.
When you have read and understood this unit’s assessment tasks, print out the
Student Assessment Agreement. Fill it out, sign it and hand it to your assessor,
who will countersign it and keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be
returned to you.
Assessment appeals
Page 4
If you do not agree with an assessment decision, you can make an assessment
appeal as per your RTO’s assessment appeals process.
You have the right to appeal the outcome of assessment decisions if you feel you
have been dealt with unfairly or have other appropriate grounds for an appeal.
Page 5
Assessment instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet

This must be filled out, signed and submitted with your assessment responses.
If you are submitting hardcopy, the Assessment Task Cover Sheet should be the
first page of each task’s submission.
If you are submitting electronically, print out the Assessment Task Cover Sheet, fill
it out, sign it and then scan and submit the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the
assessment, which will be satisfactory (S) or unsatisfactory (U). If your work has
been assessed as being not satisfactory, your assessor will include written
feedback on the Assessment Task Cover Sheet giving reasons why. Your assessor
will also discuss this verbally with you and provide advice on reassessment
opportunities as per your RTO’s reassessment policy.
Depending on the task, this may include
 resubmitting incorrect answers to questions (such as written questions and
case studies)
 resubmitting part or all of a project, depending on how the error impacts on the
total outcome of the task
 redoing a role play after being provided with appropriate feedback about your
performance
 being observed a second (or third time) undertaking any tasks/activities that
were not satisfactorily completed the first time, after being provided with
appropriate feedback.
Assessment task information

This gives you:
 a summary of the assessment task
 information on the resources to be used
 submission requirements
Page 6
 resubmission opportunities if required.
Assessment task instructions

This includes questions you will need to answer or tasks that you need to
complete.
Your answers must be typed using software as indicated in the assessment task
Instructions.
Copy and paste each task’s instructions into a new document and use this as the
basis for your assessment task submission. Include this document’s header and
footer.
If you are submitting electronically, give the document a file name that includes the
information as indicated in the section called ‘Naming electronic documents’ (see
below).
Naming electronic documents

It is important that you name the documents that you create for this Assessment
Task in a logical manner.
Each should include:
 Course identification code
 Assessment Task number
 Document title (if appropriate)
 Student name
 Date it was created
For example, BSBMGT608 AT2 Briefing Report Joan Smith 20/10/20.
Icons
Icons are used in task instructions to indicate three of the common stages within
the task.
This icon indicates that you will need to meet with your assessor (and
possibly other students) to complete a meeting or role play.
Page 7
This icon indicates that you will need to communicate via email or send
documents to via email.
This icon indicates that you will need to submit an item of evidence.
This icon indicates all other stages during the task, which may include
research, developing documents, brainstorming ideas and so on.
Additional resources
You will be provided with the following resources before you begin each
assessment task.
Assessment Task 2:
 Australian Trends Report
 Recruitment Practices Report
Checklist
This will be used by your assessor to mark your assessment. Read through this
checklist as part of your preparation before beginning the assessment task. It will
give you a good idea of what your assessor will be looking for when marking your
responses or observing your performance.
Page 8
Student assessment agreement
Make sure you read through the assessments in this booklet before you fill out and
sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing
this agreement.
Have you read the assessment requirements for this unit? ¨ Yes ¨ No
Do you understand the requirements of the assessments for this ¨ Yes ¨ No
unit?
Do you agree to the way in which you are being assessed ¨ Yes ¨ No
Do you have any specific needs that should be considered ¨ Yes ¨ No
If so, explain these in the space below.
Do you understand your rights to reassessment? ¨ Yes ¨ No

Do you understand your right to appeal the decisions made in ¨ Yes ¨ No
an assessment?
Student name
Student ID number
Student signature
Page 9
Date
Assessor name
Assessor signature
Date
Assessment Task 1 Cover Sheet
Student declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or
plagiarised the work or colluded with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action
will be taken against me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these
assessment tasks.
Student name
Student ID
number
Student signature
Date
Assessor declaration
 I hereby certify that this student has been assessed by me and that the
assessment has been carried out according to the required assessment
procedures.
Assessor name
Assessor
signature
Date
Assessment S NS DN Resubmission Y N
Page 10
outcome S
Feedback
Student result response

 My performance in this assessment task has been discussed and explained to
me.
 I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with
the evidence.
Assessment Task 1: Written questions
Task summary
This is an open-book test, to be completed in the classroom.
A time limit of 1 hour to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email
attachment.
Required
 Access to textbooks and other learning materials.
 Computer with Microsoft Office and internet access.
Timing
Your assessor will advise you of the due date of this assessment.
Submit
Page 11
 Answers to all questions.
Assessment criteria
All questions must be answered correctly in order for you to be assessed as
having completed the task satisfactorily.
Resubmission opportunities
You will be provided feedback on your performance by the assessor. The feedback
will indicate if you have satisfactorily addressed the requirements of each part of
this task.
If any parts of the task are not satisfactorily completed, the assessor will explain
why, and provide you with written feedback along with guidance on what you must
undertake to demonstrate satisfactory performance. Reassessment attempt(s) will
be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel you
have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you
do not understand any part of this task or if you have any learning issues or needs
that may hinder you when attempting any part of the assessment.
Page 12
Written answer question guidance
The following written questions use a range of “instructional words” such as
“identify” or “explain”, which tell you how you should answer the question. Use the
definitions below to assist you to provide the type of response expected.
Note that the following guidance is the minimum level of response required.
Analyse: when a question asks you to analyse something, you should do so in

detail, and identify important points and key features. Generally, you are expected
to write a response one or two paragraphs long.
Compare: when a question asks you to compare something, you will need to
show how two or more things are similar, ensuring that you also indicate the
relevance of the consequences. Generally, you are expected to write a response
one or two paragraphs long.
Contrast: when a question asks you to contrast something, you will need to show
how two or more things are different, ensuring you indicate the relevance or the
consequences. Generally, you are expected to write a response one or two
paragraphs long.
Describe: when a question asks you to describe something, you should state the
most noticeable qualities or features. Generally, you are expected to write a
response two or three sentences long.
Discuss: when a question asks you to discuss something, you are required to
point out important issues or features and express some form of critical
judgement. Generally, you are expected to write a response one or two
paragraphs long.
Evaluate: when a question asks you to evaluate something, you should put
forward arguments for and against something. Generally, you are expected to
write a response one or two paragraphs long.
Examine: when a question asks you to examine something, this is similar to
“analyse”, where you should provide a detailed response with key points and
features and provide critical analysis. Generally, you are expected to write a
response one or two paragraphs long.
Explain: when a question asks you to explain something, you should make clear
how or why something happened or the way it is. Generally, you are expected to
Page 13
write a response two or three sentences long.
Identify: when a question asks you to identify something, this means that you are
asked to briefly describe the required information. Generally, you are expected to
write a response two or three sentences long.
List: when a question asks you to list something, this means that you are asked to
briefly state information in a list format.
Outline: when a question asks you to outline something, this means giving only
the main points, Generally, you are expected to write a response a few sentences
long.
Summarise: when a question asks you to summarise something, this means (like
“outline”) only giving the main points. Generally, you are expected to write a
response a few sentences long.
Page 14
Assessment Task 1 Instructions as provided to students
Provide answers to all of the questions below:
1. Outline two methods for conducting cost-benefit analysis.

Cost-benefit analysis (CBA) is a technique used to compare to the total
costs of programme project with its benefits, using a common metric
(most commonly monetary units). Decisions are based on whether there is
a net benefit or cost to the approach, i.e. total benefits less total costs.
The two methods for conducting cost-benefit analysis are:
a. To decide whose costs and benefits count.

b. To predict the impacts over the life of the proposed regulation.
2. Describe two creativity theories and their application to workplace innovation.
a. Role of the Internet and Social Media in Creativity and Innovation

Technological advancements, especially the near- ubiquitous
spenetration of the internet, may have the potential to fundamentally
alter how creativity and innovation are fostered and managed by
organizations. Indeed, many organizations are already using these
technologies to foster idea generation and dissemination but our
impression is that management science research has, if anything,
lagged behind practice. Given the increasing tendency of
geographically dispersed teams, the importance of internet in
creativity and innovation management should be examined in much
more detail. Compared to traditional face-to face teams such virtual
teams are faced with specific challenges, such as time zone
dispersion and high member heterogeneity, which most likely pose
specific requirements on their innovative attempts(Gajendran & Joshi,
2012). Furthermore, we know little about howother social media (e.g.,
Face book, mobile texting, etc.) affect creativity and innovation.
Work is also needed to examine the commit advantages and
disadvantages of open source innovation, that is, innovation that is co-
produced by its users.
b. Meta-analyses of Primary Studies. Concurring with calls in past

reviews, we still note the need for meta-analytical integration of
the innovation research at, and between, different levels of
Page 15
analysis (Anderson & King, 1993; Damanpour, 2010; Rosing, et
al.,2011). Although progress has been made through the
publication of several recent meta-analyses, particularly at the
team level, there is still much room in our view for further
quantitative integrations. This is particularly true at the individual level-
of-analysis where there is still a lack of meta-analytic integrations
of this increasingly large and disparate body of studies. Once such
quantitative integrations have been undertaken and published, it will
free-up researchers to pursue other research questions, and cross-
level issues, rather than to continue to focus upon historically well-
examined relationship and a single level-of-analysis.
3. Describe the diffusion of innovation theory and why a manager implementing

an innovation may find this theory useful.
4. Diffusion of innovation is a theory built on the premise that any

commercial consumer marketplace has different types of customers,
who vary on their enthusiasm for a particular product, and for
trying out that product. Diffusion of innovation can be useful to
business as a tool to convince different levels of consumers to
engage with theirproducts and services such as Knowledge,
Persuasion, Decision, Implementation,Confirmation etc.
5. Outline the concept of a learning organisation.

A learning organization is an organization skilled at creating, acquiring,
and transferring knowledge, and at modifying its behavior to reflect
new knowledge and insights. Whatever their source, these ideas are
the trigger for organizational improvement. But they cannot by
themselves create a learning organization. Learning organizations
are skilled at five main activities: systematic problem solving,
experimentation with new approaches, learning from their own
experience and past history, learning from the experiences and
best practices of others, and transferring knowledge quickly and
efficiently throughout the organization. They are;
a. Systematic problem solving

Most training programs focus primarily on problem-solving
techniques, using exercises and practical examples. These tools
are relatively straightforward and easily communicated; the
Page 16
necessary mind-set, however, is more difficult to establish.
b. Experimentation
This activity involves the systematic searching for and testing of
new knowledge. Using the scientific method is essential, and there
are obvious parallels to systematic problem solving. But unlike
problem solving, experimentation is usually motivated by opportunity
and expanding horizons, not by current difficulties. It takes two main
forms: ongoing programs and one-of-a-kind demonstration projects.
6. Explain the concept of shared vision as an important organisational learning

principle.
7. Shared vision is an essential component of a learning organizatio

because it provides the focus and energy for learning. The underlying
force is the desire by people to create and accomplish something.
Shared vision emerges from personal visions, and this is how energy is
formed and commitment created. It helps them to focus their energies
and engage in the transformation of practice. However, it is very
important for leaders to monitor closely the energy level of teams and the
organization, in order to maintain the balance between
innovation/transformation and relaxation/recovery.
8. Explain the concept of team learning as an important organisational learning

principle.
9. Team learning is the process of working collectively to achieve a

common objective in a group. In the learning organization context,
team members tend to share knowledge and complement each others
skills. If there is no commitment and effort from team members, then
working and learning from team work may fail. Diversity increases the
potency of team learning, but requires strong team identification.
Learning organizations have structures that facilitate team learning with
features such as boundary crossing and openness. In team meetings
members can learn better from each other by concentrating on listening,
avoiding interruption, being interested and responding. In such a learning
environment, people do not have to hide or overlook their disagreements,
Page 17
so they make their collective understanding richer. Therefore team
learning is an essential part of organizational learning principle.
10. Identify and discuss in detail five quality management and continuous
improvement theories.
The five quality management and continuous improvement theories are
given below:
a. Communication
During times of organizational change, as well as part of day-
to-day operation, effective communications plays a large part in
maintaining morale and in motivating employees at all levels.
Communications involve strategies, method, and timeliness. These
elements are considered so essential to TQM that many
organizations define them, in some format, as a set of core values
and principles on which the organization is to operate
b. Customer-focused
The customer ultimately determines the level of quality. No
matter what an organizattrion does to foster quality improvement
—training employees, integrating quality into the design process,
upgrading computers or software, or buying new measuring tools
—the customer determines whether the efforts were worthwhile.
c. Team Involvement
These systems rely on the people working in an organization to
improve quality and processes. Every individual from top-level
managers to the lowest level employee is involved in the continuous
improvement process in organizations using this system.
Companies provide training in the tools, concepts, and
techniques of the quality management system to all employees.
TQM companies create an atmosphere of teamwork and
empower workers to take the initiative to improve processes
and quality. These systems cannot function without the involvement
and encouragement of upper management.
d. Data Driven
This organizations use measurable data to make decisions
for the company’s improvement efforts. Tools such as statistical
process control, process mapping and bar graphs help employees
and management identify quality issues and provide a method to
measure the success of a quality initiative. Flow charts help
quality improvement teams understand a process and
identify weaknesses such as duplications of steps in the
workflow. Businesses use data to track quality defects and find areas
Page 18
that need improvement.
e. Continuous Improvement
Organizations using a TQM system engage in
incremental improvements continuously to affect the quality of
the business processes and products. A continuous improvement
approach requires employees to strive for zero defects and
efficiency in all processes. Continuous-improvement activities seek
areas requiring improvement in a proactive manner.
11. Discuss the implications for businesses of Kotter’s 8-Step change model for
transformational change.
12. Step 1: Create Urgency
13. For change to happen, it helps if the whole company really wants it.
Develop a sense of urgency around the need for change. This may help
you spark the initial motivation to get things moving. This is not simply a
matter of showing people poor sales statistics or talking about increased
competition. Open an honest and convincing dialogue about what is
happening in the marketplace and with your competition. If many people
start talking about the change you propose, the urgency can build and feed
on itself. What you can do: Identify potential threats, and develop scenario
showing what could happen in the future. Examine opportunities that should
be, or could be, exploited. Start honest discussions, and give dynamic and
convincing reasons to get people talking and thinking. Request support from
customers, outside stakeholders and industry people to strengthen your
argument.
14.
15. Step 2: Form a powerful coalition
16. Convince people that change is necessary. This often takes strong
leadership and visible support from key people within your organization.
Managing change isn't enough – you have to lead it. You can find effective
change leaders throughout your organization – they do not necessarily
follow the traditional company hierarchy. To lead change, you need to bring
together a coalition, or team, of influential people whose power comes from
Page 19
a variety of sources, including job title, status, expertise, and political
importance. Once formed, your "change coalition" needs to work as a team,
continuing to build urgency and momentum around the need for change.
What you can do Identify the true leaders in your organization, as well as
your key stakeholders. Ask for an emotional commitment from these key
people. Work on team building within your change coalition. Check your
team for weak areas, and ensure that you have a good mix of people
fromdifferent departments and different levels within your company.
17.
18. Step 3: Create a vision for change
19. When you first start thinking about change, there will probably be many
great ideas and solutions floating around. Link these concepts to an overall
vision that people can grasp easily and remember. A clear vision can help
everyone understand why you are asking them to do something. When
people see for themselves what you are trying to achieve, then the
directives they are given tend to make more sense. What you can do:
Determine the values that are central to the change. Develop a short
summary (one or two sentences) that captures what you "see" as the future
of your organization. to execute that vision. Ensure that your change
coalition can describe the vision in five minutes or less. Practice your
"vision speech" often.
20.
21. Step 4: Communicate the Vision
22. What you do with your vision after you create it will determine your
success. Your message will probably have strong competition from other
day-to-day communications within the company, so you need to
communicate it frequently and powerfully, and embed it within everything
that you do. Do not just call special meetings to communicate your vision.
Instead, talk about it every chance you get. Use the vision daily to make
decisions and solve problems. When you keep it fresh on everyone's minds,
they'll remember it and respond to it. It is also important to "walk the talk."
Page 20
What you do is far more important – andbelievable – than what you say.
Demonstrate the kind of behavior that you want from others. What you can
do: Talk often about your change vision. Address peoples' concerns and
anxieties, openly and honestly. Apply your vision to all aspects of operations
– from training to performance reviews. Tie everything back to the vision.
23.
24. Step 5: Remove Obstacles
25. If
you follow these steps and reach this point in the change process, you
have been talking about your vision and building buy-in from all levels of the
organization. Hopefully, your staff wants to get busy and achieve the
benefits that you have been promoting. But is anyone resisting the change?
And are there processes or structures that are getting in its way? Put in
place the structure for change, and continually check for barriers to it.
Removing obstacles can empower the people you need to execute your
vision, and it can help the change move forward.
26.
27. Step 6: Create Short-Term Wins
28. On the type of change, You will want to have some quick wins. Nothing
motivates more than success. Give your company a taste of victory early
in the change process. Within a short time frame this could be a month or
a year, depending "That your staff can see. Without this, critics and negative
thinkers might hurt your progress. Create short-term targets not just one
long-term goal. You want each smaller target to be achievable, with little
room for failure. Your change team may have to work very hard to come up
with these targets, but each "win" that you produce can further motivate the
entire staff. What you can do: Look for sure-fire projects that you can
implement without help from any strong critics of the change. Do not choose
early targets that are expensive. You want to be able to justify the
investment in each project. Thoroughly analyze the potential pros and cons
of your targets. If you do not succeed with an early goal, it can hurt your
entire change initiative. The people who help you meet the targets.
Page 21
29.
30. Step 7: Build on the Change
31. Kotter argues that many change projects fail because victory is declared
too early. Real change runs deep. Quick wins are only the beginning of
what needs to be done to achieve long-term change. Launching one new
product using a new system is great. But if you can launch 10 products,
that means the new system is working. To reach that 10th success, you
need to keep looking for improvements. Each success provides an
opportunity to build on what went right and identify what you can improve.
What you can do: After every win, analyze what went right, and what needs
to improving.set goals to continue building on the momentum you have
achieved. Learn about kaizen the idea of continuous improvement. Keep
ideas fresh by bringing in new change agents and leaders for your change
coalition.
32.
33. Step 8: Anchor the Changes in Corporate Culture
34. Finally,
to make any change stick, it should become part of the core of
your organization. Your corporate culture often determines what gets done,
so the values behind your vision must show in day-to-day work. Make
continuous efforts to ensure that the change is seen in every aspect of your
organization. This will help give that change a solid place in your
organization's culture. It is also important that your company's leaders
continue to support the change. This includes existing staff and new leaders
who are brought in. If you lose the support of these people, you might end
up back where you started. What you can do Talk about progress every
chance you get. Tell success stories about the change process, and repeat
other stories that you hear. Include the change ideals and values when
hiring and training new staff. Publicly recognize key members of your
original change coalition, and make sure the rest of the staff – new and old
– remembers their contributions. Create plans to replace key leaders of
change as they move on. This will help ensure that their legacy is not lost
or forgotten.
Page 22
35.
36. Explain the purpose of the ISO 9000 Standards for Quality Management and
the standards that are included.
37. ISO 9000 is defined as a set of international standards on quality

management and quality assurance developed to help companies effectively
document the quality system elements needed to maintain an efficient
quality system. They are not specific to any one industry and can be applied
to organizations of any size. The purpose of ISO 9000 is It can help a
company to satisfy its customers, meet regulatory requirements, and
achieve continual improvement. It should be considered to be a first step or
the base level of a quality system And it also helps in quality management
standard that presents guidelines intended to increase business
efficiencyand customer satisfaction. The goal of ISO 9000 is to embed a
quality management system within an organization, increasing productivity,
reducing unnecessary costs, and ensuring quality of processes and
products.
38.
39. Describe the concept of risk as identified in the Australia/New Zealand

Standard for Risk Management (AS/NZS ISO 31000:2009).
40. Itprovides a common approach in support of standards dealing with

specific risks and/or sectors, and does not replace those standards.
ISO31000:2009.isnot intended for the purpose of certification. General
information Status. SO 31000:2009 provides principles and generic
guidelines on risk management. ISO 31000:2009 can be used by any public,
private or community enterprise, association, group or individual. Therefore,
ISO 31000:2009 is not specific to any industry or sector. ISO 31000:2009
can be applied throughout the life of an organization, and to a wide range of
activities, including strategies and decisions, operations, processes,
functions, projects, products, services and assets. ISO 31000:2009 can be
applied to any type of risk, whatever its nature, whether having positive or
negative consequences. Although ISO 31000:2009 provides generic
guidelines, it is not intended to promote uniformity of risk management
Page 23
across organizations. The design and implementation of risk management
plans and frameworks will need to take into account the varying needs of a
specific organization, its particular objectives, context, structure, operations,
processes, functions, projects, products, services, or assets and specific
practices employed. It is intended that ISO 31000:2009 be utilized to
harmonize risk management processes in existing and future standards. It
provides a common approach in support of standards dealing with specific
risks and/or sectors, and does not replace those standards. ISO
31000:2009 is not intended for the purpose of certification.
41. Describe the concept of risk management and outline the factors that make a
risk management system successful and the factors that may inhibit effective
risk management.
42. Risk management is the process of identifying, assessing and controlling

threats to an organization's capital and earnings. These threats, or could
stem from a wide variety of sources, including financial uncertainty, legal
liabilities, strategic management errors, accidents and natural disasters.
Risk factors are the issues, topics, or concerns that may ultimately drive the
behavior of the top-level schedule and cost performance measures for a
given activity. The aim of the RFA is to systematically search the selected
project activities for the presence of such risk factors. To inhibit effective risk
management are;
43. Creates a safe and secure work environment for all staff and
customers.
44. Increases the stability of business operations while also decreasing

legal liability.
45. Provides protection from events that are detrimental to both the
company and the environment.
46. Protects all involved people and assets from potential harm.
47. Helps establish the organization's insurance needs in order to save

on unnecessary premiums.
Page 24
48. In your own words, describe the seven steps in the risk management process
as outlined in AS/NZS ISO 31000:2009.
The seven steps in the risk management process as outlined in AS/NZS
ISO31000:2009 are given below;
a. Creates and protects value
Good risk management contributes to the achievement of an agency’s
objectives through the continuous review of its processes and
systems.
b. Be an integral part of organizational processes; Risk management
needs to be integrated with an agency’s governance framework
and become a part of its planning processes, at both the operational
and strategic level.
c. Be part of decision making; The process of risk management assists
decision makers to make informed choices, identify priorities and
select the most appropriate action.
d. Explicitly address uncertainty; By identifying potential risks,
agencies can implement controls and treatments to maximize the
chance of gain while minimizing the chance of loss.
e. Be systematic, structured and timely; The process of risk
management should be consistent across an agency to ensure
efficiency, consistency and the reliability of results.
f. Based on the best available information; To effectively manage risk it
is important to understand and consider all available information
relevant to an activity and to be aware that there may be limitations on
that information. It is then important to understand how all this
information informs the risk management process.
g. Be tailored; An agency’s risk management framework needs to
include its risk profile, as well as take into consideration its internal
and external operating environment.
49. Identify and outline three different sustainability practices common in

Australian workplaces.
50. The international community, though they seek to demonstrate a

consensus on climate change and global warming through various
agreements, the real work of minimizing and reversing environmental
damage will be in the hands of national governments and businesses.
Sustainable workplace practices can be roughly defined as those that
achieve the following Minimise damage to the environment Reduce resource
wastage A sustainable interior fit out is the essential first step in creating an
Page 25
environmentally sustainable workplace. It creates the base conditions in
terms of energy and resource consumption, lighting, air quality, thermal
comfort and others. There are many ways to help office become a greener
space. Workers can use different kinds of software and devices to work
more efficiently, using time more effectively and cutting down on waste.
Each company has its own corporate culture. Involving employees in
creating an environmentally aware culture is essential to thesuccess of any
sustainable workplace initiatives. These practices are also very commonly
found in Australian workplaces.
Assessment Task 1 Checklist
Student’s name:
Did the student provide Completed

a sufficient and clear successfully? Comments
answer that addresses
Yes No
the suggested answer
for the following?
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Page 26
Question 10
Question 11
Question 12
Question 13
Task outcome:  Satisfactory  Not satisfactory
Assessor signature:
Assessor name:
Date:
Page 27
Assessment Task 2: Continuous improvement and innovation project
Task summary
For this assessment task, you are required to review systems and processes of a
fictional business, Woodhouse Recruitment, to develop options for continuous
improvement and report back to the management team.
This assessment is to be completed in the simulated work environment in the
RTO.
Required
 Access to textbooks and other learning materials
 Computer with Microsoft Office and internet access
 Space for a meeting
 Roleplay participants
 Australian Trends Report
 Recruitment Practices Report
 Green office ideas:
 http://www.environment.gov.au/archive/settlements/publications/government
/purchasing/green-office-guide/pubs/green-office-guide.pdf
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Email with briefing report attached
 Email with summary of meeting
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must
satisfactorily address all of the assessment criteria. If part of this task is not
Page 28
satisfactorily completed, you will be asked to complete further assessment to
demonstrate competence.
this task.
why, and provide you with written feedback along with guidance on what you must
You have the right to appeal the outcome of assessment decisions if you feel that
you have been dealt with unfairly or have other appropriate grounds for an appeal.
Page 29
Complete the following activities:
Carefully read the following scenario.
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 2018.
The company specialises in the recruitment area of Administration
and Office Support, Accounting, IT and Sales and Marketing for both
permanent and temporary staff. The company sees its point of
difference as being an 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
Page 30
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
requirement
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:

 Annual sales revenue for financial year 20 14 - 2015 is
Page 31
$1,350,000, an increase of 10% from the previous year.
 Increase in profits for this financial year compared to the last one
is 9%
 16% of placements are in the IT area, 18% in accounting, 20$ 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:
 Temporary contracts are 8 days
 Contract work is 20 days
 Permanent search 23 days
 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
1. Develop a continuous improvement and innovation briefing report.

51. 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 The Petra James, a husband and wife team
who are the Directors of the company. Continuous improvement focuses on
existing organizational elements and provides opportunities to identify and get
rid of waste, reduce defects, improve the quality of your products and services,
generate greater customer satisfaction, as well as, getting rid of the road
blocks and frustrations that kills employee. The importance of Continuous
improvement does not have to add to your workload; it shouldn’t create extra
steps nor take extra time to implement. The steps are meant to be embedded
into the work that is already being done. So that the agency can give a tough
competition to its opponents present in the recruitment industry. Importance of
Continuous Improvement and Innovation as an Essential Element of Business
Page 32
and Competition Innovation and continuous Improvement focuses on existing
organizational elements. For improvement that we plan a continuous
improvement and innovative processes for, one being a sustainability program
Personally, I feel that sustainable continuous improvement (CI) requires the
following thinking and action.
1. Accept continuous improvement as a "VALUE" of the organization;
included it in all.
2. CI is an attitude; shape it by linking it with rewards and recognition.
3. Create a buy-in of the people in CI, so that they see in it why they should
do it.
4. Do it not through direction but by
empowerment/Involvement/suggestions.
5. Develop a shared vision of the organization; and link it with that.
6. Identify training need, deliver first-rate training, & measure its
effectiveness.
7. Create an environment of continuous learning among all employees.
8. Create an atmosphere of people care, dignity, positivity, inspiration, and
fun
As a recruitment agency situated in central Melbourne, which two areas would you
advise Woodhouse Recruitment to improve by organizing a plan for continuous
improvement and innovation processes.
Continuous improvement in an organization: Continuous improvement (CI) is
an ongoing effort to improve products, processes, or services by reducing
waste or increasing quality. This continuous effort drives a competitive
advantage for organizations that get it right but, as with many things in life,
consistency is not easy to achieve.
Innovative process: The innovation process describes the path of translating
new and/or existing knowledge into marketable solutions. Companies that
pursue a successful innovation process have something decisive that puts
them ahead of others - they have designed the path of an idea from
generation, through development, to market entry.
52.
Review the scenario information and, based on your review, select

two topics or areas that you can research and review, develop
continuous improvement and options and then plan to implement
innovative processes for. One of these topics you select must be in
relation to improving a sustainability program.
Page 33
When you have identified the two topics or areas, you will then be
required to prepare a report to your manager (your assessor). Your
report should be written in clear and concise English and contain
relevant headings to address the required information. As a guide,
your report should be 3 to 4 pages long.
The student is to submit a report that is clear and concise and
approximately three to four pages in length.
Your report must address the following for both topics:
 Your topics or areas for improvement that you will plan a
continuous improvement and innovative processes for, one being
a sustainability program
 Topic 1: Professional development for staff at Woodhouse
Recruitment: Professional development refers to all training,
certification and education that a worker needs to succeed in his
or her career. It is no secret that different jobs require different
skills. Even if a worker currently has the necessary skills, he or
she may need additional skills in the future. Through
professional development, workers can learn these skills to
become better, more efficient workers. The importance of
professional development are:
 Increase Retention
 In an era where more and more employers are cutting costs
for opportunities like training, your organization can stand out
from the rest by offering and promoting some professional
development options. Offering professional development shows
your workers that you care about their career progression and are
interested in keeping them at your organization long-term.

 Build confidence and credibility
 No one likes to feel like they are missing important skills in
their job. Providing professional development training
opportunities allows your staff to build confidence in the work they
do. It also helps them to build credibility as they continue to gain
new skill sets and certificates.

 Make succession planning easier
Page 34
 Professional development programs are great tools for
training future leaders at your organization. Rather than hiring
outside the business, promoting from within is a great way to
show your staff that they can have a long career with your
organization. It can also reduce the knowledge gaps that are
inevitable with turnover and outside hires. By choosing
professional development programs that help your employees
master skills they need to progress, you can shape the
development of your future leaders. improvement and innovation
needed to increases our chances to react to changes and
discover new opportunities. It can also help foster competitive
advantage as it allows you to build better products and services
for your customers.

 Topic 2: Introduction of a green office environment at
Woodhouse Recruitment: The term green office environment refers
to a structure that is environmentally responsible and resource-
efficient as defined by the U.S. Environmental Agency. Green
offices are designed to be energy efficient and often incorporate
recycled content. The goal is to create a healthy environment,
conserve energy and reduce pollution. Woodhouse Recruitment
Case Strategy for Current Performance and Sustainability Business
Marketing Report team feel need further exploration as part of
introducing continuous improvement systems and innovations. The
business currently does not have any formal sustainability initiatives
in place and is conscious of moving towards a green office both
environmentally friendly business. Improvement and innovation
needed for managing the environmental work of our work place.

 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. Identify at
least two strategies for each area selected.

 Topic 1: Professional development for staff two strategies that
can be implemented to improve the current situation; for example: 1.
Professional development activities conducted at regular intervals for
Page 35
Recruitment Consultants to keep their skills up to date. Explain
how? 2. ➢ Topic 2: Introduction of a green office environment for
example: 1. Reduce the amount of recyclables going to landfill.

 ➢ Topic 1: Professional development for staff two strategies
that can be implemented to improve the current situation; for
example: 1. Professional development activities conducted at
regular intervals for Recruitment Consultants to keep their skills up to
date. Explain how?

Professional development activities conducted at regular intervals for
Recruitment Consultants to keep their skills up to date: Professional
development conducted at regular intervals for Recruitment
Consultants describes the formal, ongoing efforts that are made
within organizations to improve the performance and self-fulfillment
of their employees through a variety of educational methods and
programs. In the modern workplace, these efforts have taken on a
broad range of applications—from instruction in highly specific job
skills to long-term professional development. In recent years,
training and development has emerged as a formal business
function, an integral element of strategy, and a recognized profession
with distinct theories and methodologies. More and more companies
of all sizes have embraced "continual learning" and other aspects of
training and development as a means of promoting employee growth
and acquiring a highly skilled work force. In fact, the quality of
employees and the continual improvement of their skills and
productivity through training are now widely recognized as vital
factors in ensuring the long-term success and profitability of small
businesses. Professional development consists of Orientations,
Lectures, Case Study, Role play, Simulations, Computer based
Training etc.
Topic 2: Introduction of a green office environment for example:

1. Reduce the amount of recyclables going to landfill.
The term green office environment refers to a structure that is
environmentally responsible and resource-efficient as defined by the
U.S. Environmental Agency. Green offices are designed to be
energy efficient and often incorporate recycled content. The goal is
to create a healthy environment, conserve energy and reduce
pollutions. For example to reduce the amount of recyclables going to
landfill by
Page 36
 Donating clothes to the others people.
 Reducing Food Waste from kitchen.
 Eating Healthy.
 Saving Leftovers for Next Day.
 Buying Things With Less Packaging.
 Boycott Plastic Water Bottles.
 Just Do not Buy as Much Stuff.
 Recycling.

 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. Explain what is working
well and what could be improved.
 Provide an analysis of the information provided in the case
study that explain what is working well and what requires innovation
and continuous improvement with regards to: Topic 1: Professional
development for staff. Topic 2: Introduction of a green office
environment

 The current supply chain is defined as the process of
evaluating every stage of a supply chain starting from the time the
business acquires raw materials or supplies from its suppliers to the
delivery of final products to the customers. it helps raw materials are
then taken by a logistics provider to a supplier, which acts as the
wholesaler. Operational, product or service) systems the business
is the heartbeat of your business and having it perform at full
potential is a major source of sustainable value creation. The
Management Operating System (MOS) is the specification for how
an organization translates corporate goals into actions where the
work is performed. It helps Operations managers in the service
sector make many decisions that are similar to those made by
manufacturers: they decide which services to offer, how to provide
these services, where to locate their businesses, what their facilities
will look like, and what the demand will be for their services.

 Identify how the topics/areas for improvement performance could
be measured, including an outline of the assessment tools or
Page 37
techniques that could be used. Evaluate the effectiveness of
each tool/technique.
 You should outline at least one assessment tool or technique
for the measurement of performance, which should include key
performance indicators and may include audits and inspections.
➢ The effectiveness of each tool/technique should also be
included. For example, if the student chooses audits as an
assessment tool, the effectiveness may be “that this is a
measure that can be regularly used and that looks at many
aspects of the business”.

53. Forimprovement performance Key Tools And Techniques For
Performance Management should be measured Techniques For
Performance Management Performance management helps
organizations become more successful and stay ahead of the
competition. It essentially involves measuring, reporting and
managing progress in order to improve performance, both at an
individual level, and at a corporate level. There are many, many
tools designed to make the process easier and more effective for
example Graphic rating scales, 360-degree feedback,
Management by Objectives (MBO).

 Identify at least two specialists that could help Woodhouse
Recruitment. For example, this may be to identify technology and
electronic commerce opportunities or to implement your ideas
about continuous improvement and innovation. Include their
contact details, the services they offer and a rationale as to why
it may be beneficial for the company to use their services.
54. Forimprovement performance Key Tools And Techniques For
Performance Management should be measured Techniques For
Performance Management Performance management helps
organizations become more successful and stay ahead of the
competition. It essentially involves measuring, reporting and
managing progress in order to improve performance, both at an
individual level, and at a corporate level. There are many, many
tools designed to make the process easier and more effective for
Page 38
example Graphic rating scales, 360-degree feedback,
Management by Objectives (MBO).

 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 as listed under ‘Required’, as well as any other
relevant resources.
55. Conduct research in the field of Recruitment Agencies-Check
the documents that you have read on ‘Australian Recruitment
Practices-A Literature review of …’ and ‘Making Headway -The 2015
Australian Recruitment Trends Report’ or any other research works
that reports on the trends that the Recruitment agency industry is
following in terms of: Topic 1: Professional development for staff
Topic 2: Introduction of a green office environment.
Topic 1: Professional development for staff: A professional

development plan is created by the manager working closely with the
staff member to identify the necessary skills and resources to
support the staff member's career goals and the organization's
business needs. Professional development for staff members begins
when a new member joins your team. Professional Development
works as
 Continuing Education.
 Participation in professional organizations.
 Research.
 Improve job performance.
 Increased duties and responsibilities.
 Approaches to professional development:
 Skill Based Training.
 Job Assignments.

1. We create a professional development by Offering professional
training from the get-go.
2. Help your managers become better coaches.
3. Enhance cross-departmental collaboration.
4. Emphasize soft skills.
5. Invest in personal development.

Page 39
 Introduction of a green office environment: Green Office
Environment” relates to the concerns for environmental conservation
and improved health of the environment. This includes supporting
practices like informed consumption, conservation practices and
investment in renewable energy. The Green Office environmental
management system is suitable for operators of very different sizes
as it can be scaled for both smaller and larger workplaces. The
workplaces in the Green Office network are all office environments
and share the will to work sustainably.

 Compare Woodhouse Recruitment's business performance
statistics to industry benchmarks and provide an assessment of
why or why not the company may not have met their targets.
 Woodhouse Recruitment Case Strategy For Current and
sustainability Business marketing report assessment. answer, the
company also employs a receptionist, five recruitment consultants
and an Administration Manager. 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.

 Discuss three examples of other innovative business ideas that
Woodhouse Recruitment could adopt and implement.
 You may identify a range of examples: use of social media,
professionalization of recruitment consultants, use of employee value
propositions in recruitment, improving use of company’s database to
search for candidates, removing requirements for candidates’
specific qualifications, performance measure related to the service
standards, etc., list down only three of them.

 The three example of innovative business idea that
Woodhouse Recruitment could adopt are given below:

1. Apple Inc.
The success of the iPhone series is undeniable. What some

organizations fail to recognize, however, is that its success is largely
due to its existence as a series itself. Instead of developing and
Page 40
independent products, Apple Inc. regularly improves upon the
existing model of the iPhone and releases its improvements in a
stylized manner, generating excitement and increasing sales with
every new model to be announced.
2. LG
LG introduced a new type of screen flexible enough to roll like a

newspaper. By solving the problem of portability, their brand
immediately becomes more attractive to customers in the market for
mobile devices.
3. Amazon
While Amazon’s success is largely due to its massive product

selection, ease of use and convenience, the introduction of their
Dash Button feature was an extremely successful service innovation.
The Dash Button is a small Wi-Fi connected device that allows
customers to reorder household essentials with ease, which worked
to improve the efficiency and ease of their purchasing process.
56.
57. Send an email to the Manager (your assessor).
The text of the email should be in grammatically correct English,

written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment,
seek their feedback, and ask for the place, date and time of your
meeting.
Attach your report to the email.
The report should be sent at least three days prior to the meeting.
58. Participate in a meeting to discuss your continuous improvement and

innovation report.
Your assessor will organise two other 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
Page 41
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, discussing/brainstorming ideas and active listening
techniques.
Make notes as required of the feedback provided. 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.
Services Standards. The service standards of the company have not
been appropriately defined anywhere which can facilitate the
candidates to associate with the recruitment agency.
Key performance indicators: For measuring the performance there
are no specific and accurate key performance indicators. Thus, the
number of candidates who passed the trial cannot be measured.
Social Media: No social media strategy for approaching the
candidates.
Staff professional development: Absence of any performance
appraisal system in the company as well as all consultants lack
professional knowledge. No activities related to professional
development in the agency.
Sustainability: Woodhouse Recruitment does not have any kind of
sustainability initiative which can help the agency in future
sustainability.
59.
60.
61. Send an email to all parties involved (your assessor).

The email should summarise the ideas agreed to and seek final
Page 42
agreement to proceed with the initiatives based on the meeting
discussion and as summarised in the email.
62.
Student’s name:
Completed
successfully? Comments
Did the student: Yes No
In the report, identify two key

areas for continuous improvement
and innovation based on the
review of the case study
information?
For each key area identified,

identify and report on at least two
strategies to monitor and evaluate
the current performance and
sustainability for improvement?
For each key area, analyse and

report on a detailed account of
the current supply chain and the
(operational, product or service)
systems the business is using to
deliver their service, as well as an
explanation of what is working
well and what could be improved?
For each key area, identify and

report on how the topics or areas
for improvement performance
Page 43
could be measured, including an
outline of the assessment tools or
techniques that could be used, as
well as an evaluation of the
effectiveness of each
tool/technique?
In the report, identify at least two

specialists that could help
Woodhouse Recruitment and
provide their contact details, the
services they offer and the
rationale as to why it may be
beneficial to use their services?
In the report, provide an analysis

of trends and opportunities
relevant to Woodhouse
Recruitment in relation to the
topics and areas for
improvement?
In the report, compare

Woodhouse Recruitment's
business performance statistics to
industry benchmarks and provide
an assessment of why they may
not have met their targets?
In the report, identify at least

three recommendations for
continuous improvement and
innovation that Woodhouse
Recruitment could adopt and
implement?
Submit a report in clear and

concise English?
Demonstrate the ability to meet
Page 44
timelines?
Participate in the meeting on the

specified date?
At the meeting, clearly discuss

the key findings of the report, as
well as ideas for continuous
improvement and innovation in
the business?
Demonstrate their interpersonal

skills ability to build trust and
confidence and encourage
creativity in the management
team through:
 Clearly and confidently
presenting information
 Encouraging questions from
the team
 Discussing/brainstorming all
ideas
 Active listening techniques?
At the meeting, discuss and agree

on actions for innovation and
continuous improvement?
Following the meeting, submit a

short email documenting the
continuous improvement
initiatives agreed to?
Confirm a final agreement to

proceed with the initiatives based
on the meeting discussion?
Page 45
Assessor signature:
Assessor name:
Date:
Page 46
Assessment Task 3: Continuous Improvement and Innovation Action Plan
Project
Task summary
This assessment task requires you to develop action plans for implementing the
continuous improvement and innovation changes that have been agreed to.
RTO.
Required
Timing
Submit
 Email with report and action plan attached
Assessment criteria
this task.
why, and provide you written feedback along with guidance on what you must
Page 47
Page 48
63. Continuous Improvement and Innovation Action Plan Project:

Continuous improvement and innovation, or CI&I, is a process that can be used to
drive business improvement and innovation. It has eight steps that help business
managers and employees focus on the improvements and innovations that will
have the most impact on the goals of the business.
These efforts can seek "incremental" improvement over time or "breakthrough"

improvement all at once and the innovation action plan help to come up with new
ideas and technologies that increase productivity and generate greater output with
the same input
1. Develop action plan and report.

An Action Plan is a list of tasks that you need to do to complete a simple project or
objective. To draw one up, simply list the tasks that you need to complete to
deliver your project or objective, in the order that you need to complete them. To
develop action plan
1. Set objectives.
2. Assess the objectives.
3. Identify action required to achieve the objective.
4. Work out how to evaluate the activity.
5. Agree a time frame.
6. Assess the action plan.
7. Finalize the action plan.
64.
You are required to develop action plans for implementing the

continuous improvement and innovation initiatives agreed to in
Assessment Task 2.
You are also required to develop a plan for each agreed initiative.
Your plans should be developed using a project management tool
Page 49
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.
In a separate document to accompany the action plan, you are
required to develop a short report that includes:
 Discuss the importance of continuous improvement and
sustainability as an essential element of business and
competition.
Continuous Improvement is an ongoing, long-term approach to
improving processes, products and services. It is also called
Continual Improvement or CI, and is one of those terms which we
often think we fully understand, but can actually mean many different
things to many different people. The importance of continuous
improvements are given below:
 Improved product quality

 Increased efficiency and productivity
 Decreased cost
 Reduced waste
 Employee satisfaction and teamwork
 Customer satisfaction
Sustainability as an essential element of business and
competition.
Sustainability means meeting our own needs without
compromising the ability of future generations to meet their
own needs. In addition to natural resources, we also need
social and economic resources. Embedded in most definitions
of sustainability we also find concerns for social equity and
economic development. Sustainability is important for many
reasons including: Environmental Quality – In order to have
healthy communities, we need clean air, natural resources,
and a nontoxic environment. Growth – UNTHSC's enrollment
continues to grow, so we require more resources such as
energy, water, and space.

 Include a risk assessment for each initiative, identifying the
possible risks and how they can be managed. Identify two risks
for each initiative and at least two risk management strategies for
Page 50
each.
 Risk management is the process of identifying, assessing and
controlling threats to an organization's capital and earnings. These
threats, or could stem from a wide variety of sources, including
financial uncertainty, legal liabilities, strategic management errors,
accidents and natural disasters. Risk factors are the issues, topics, or
concerns that may ultimately drive the behavior of the top-level
schedule and cost performance measures for a given activity.
 The possible risk for each initiative are:
 Stability of the outsourcing vendor.
 Weak terms and condition in the outsourcing contract.
They can be managed
 Conducting negligent reference checks
 Discriminatory job ads and interviews
 Document a cost-benefit analysis for each initiative making

assumptions in your analysis including assumed cost and
benefits.
1. Cost-benefit analysis: A cost benefit analysis (also known as a
benefit cost analysis) is a process by which organizations can
analyse decisions, systems or projects, or determine a value for
intangibles. The model is built by identifying the benefits of an
action as well as the associated costs, and subtracting the costs
from benefits. When completed, a cost benefit analysis will yield
concrete results that can be used to develop reasonable
conclusions around the feasibility and/or advisability of a decision
or situation. For making cost benefit analysis assumption.
2. Establish a Framework for Your Analysis.
3. Identify Your Costs and Benefits.
4. Assign a Dollar Amount or Value to Each Cost and Benefit.
5. Tally the Total Value of Benefits and Costs and Compare.

 The advantages of cost-benefit analysis for each initiative
making assumptions are
 t is data-driven: Cost-benefit analysis allows an individual or
organization to evaluate a decision or potential project free of
opinions or personal biases. As such, it offers an agnostic and
Page 51
evidence-based evaluation of your options, which can help your
business become more data-driven and logical in how it operates.
 It makes decisions simpler: Business decisions are often complex
by nature. By reducing a decision to costs versus benefits, the
cost-benefit analysis can make them less complex.
 It can uncover hidden costs and benefits: Cost-benefit analysis
forces you to sit down and outline every potential cost and benefit
associated with a project, which can help you uncover less-than-
obvious factors, such as indirect or intangible costs.
 Limitations of Cost-Benefit Analysis
 It is difficult to predict all variables: While cost-benefit analysis can
help you outline the projected costs and benefits associated with a
business decision, it is challenging to predict all the factors that
may impact the outcome. Changes in market demand, materials
costs, and global business environment can occasionally be fickle
and unpredictable, especially in the long term.
 It is only as good as the data used to complete it: If you are relying
on incomplete or inaccurate data to finish your cost-benefit
analysis, the results of the analysis will be similarly inaccurate or
incomplete.
 It is better suited to short- and mid-length projects: For projects or
business decisions that involve longer timeframes, cost-benefit
analysis has greater potential of missing the mark, for several
reasons. It typically becomes more difficult to make accurate
predictions the further out you go. It is also possible that long-
term forecasts will not accurately account for variables such as
inflation, which could impact the overall accuracy of the analysis.
 It removes the human element: While a desire to make a profit
drives most companies, there are other, non-monetary reasons an
organization might decide to pursue a project or decision. In
these cases, it can be difficult to reconcile moral or “human”
perspectives with the business case.

 Document the impact of the change and the consequences for
staff for each initiative
 Rapid change can force businesses to restructure and make
changes to retain their competitive advantage. Quality
Page 52
approaches such as TQM (Total Quality Management) may, by
changing the organisational culture, reduce resistance to change.
Change will also impact on working practices. The purpose of
every organizational change management initiative is to
successfully implement strategies and methods for effecting
change and helping people to accept and adapt to change
Noticed that only people in similar friend groups are being elected
to leadership positions in my student organization. I would like to
amend the application and election procedures to ensure a more
equitable and inclusive outcome.

 Document a brief contingency plan in the event of failure of the
initiative
 A contingency plan in project management is a defined,
actionable plan that is to be enacted if an identified risk becomes a
reality. It is essentially a “Plan B”, to be put in place when things go
differently than expected. The purpose of any contingency plan is to
allow an organization to return to its daily operations as quickly as
possible after an unforeseen event. The contingency plan protects
resources, minimizes customer inconvenience and identifies key
staff, assigning specific responsibilities in the context of the recovery
Contingency plan helps to
 Develop the contingency planning policy statement.
 Conduct the business impact analysis (BIA).
 Identify preventive controls.
 Create contingency strategies.
 Develop an information system contingency plan.
 Ensure plan testing, training and exercises.
 Ensure plan maintenance.

65. Send an email to your Manager (your assessor).

It should introduce and summarise the contents of the attachment,
seek their feedback and approval to move forward with the project.
Page 53
Attach your action plans and reports to the email.
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.
To,
The Manager or Assessor
RE: To have continuous improvement and innovation in the business

and processes of Woodhouse Recruitment.
I am obliged to show the concern regarding the way the company

handles the few issues related to the processes and business of the
agency. I am highly concerned regarding the inefficiency of few
processes and strategies related to the recruitment, selection,
application of the candidates. There is a need to have continuous
improvement so that the agency can have competitive benefits and
can attain future sustainability. There are various initiatives which the
agency can adopt such as implementing a new social media strategy,
increasing the online presence through website, blogs and online
contents and introducing various programs and activities for the
professional development of the consultants. There are several risks
associated with these initiatives such as there can be discrimination
on the basis of selection through the social site pages of the
candidates as actual briefing cannot be attained by those profiles,
number of the profiles are faked and does not have any reliability,
there is no such assurance that people will read the blogs or visit the
websites, the existing consultants may think that maybe they are less
professional or may not ready to adapt and get trained through these
programs and may left the agency. To manage these risks the
agency can first have a change management program, through which
the consultants can have an association with these changes, there
must be another strategies also which can support these initiatives
such as proper screening and interview of the candidates after
Page 54
sourcing them from the social media sites. There are various costs
and benefits associated with every initiative. The social media
strategies have relatively less expenditure and costs associated in
comparison with the development programs initiated in the agency as
there are several costs associated such as the trainer or the mentor
cost etc. all the initiatives have several benefits such as increased
number of candidates, association with the companies and many
more. After evaluation of these initiatives it is found that all these
initiatives have a positive impact as well as some consequences for
the staff of the Woodhouse Recruitment such as it will increase the
efficiency and output of the consultants, have increased work for the
staff to handle, expand the processes of the business which will
directly increase the involvement of the employees. For proceeding
with the initiatives the management team is required to give their
viewpoint on the best initiatives which can be implemented for
increasing the number of candidates and for achieving future
sustainability.
Kind regards,
Dhan Prasad Chhantyal
Student’s name:
Completed
Submit the email and action plan

in clear and concise English?
Page 55
Submit an action plan including:
 Timing
 Responsibilities
 Required resources
 Communication
 Key performance indicators
for assessing the introduction
of the initiative?
For each action plan for the

identified continuous
improvement area, report on:
 The importance of continuous
improvement and
sustainability as an essential
element of business and
competition.
 Identify at least two risks for
each initiative and two risk
management strategies.
 Cost-benefit analysis for each
initiative
 The impact of the change and
the consequences for staff for
each initiative
 Contingency plan in the event
of failure of the initiative?
Assessor signature:
Assessor name:
Date:
Assessment Task 4: Continuous Improvement and Innovation
Implementation Review
Page 56
Task summary
This assessment task requires you to develop a memo for the management team
to report on customer service provision.
RTO.
Required
Timing
Submit
 Email with implementation review report attached
Assessment criteria
this task.
why, and provide you written feedback along with guidance on what you must
Page 57
Page 58
Carefully read the following.
As part of the continuous improvement and innovation review and

implementation, Woodhouse Recruitment implemented a formal
survey to assess each 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
 1 totally dissatisfied
No comments provided.
Ease of doing business with Woodhouse Recruitment:

 5 totally satisfied
 4 somewhat satisfied
 2 dissatisfied
 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
Page 59
Customers who said they would recommend Woodhouse
Recruitment to others:
 5 very much so
 4 most likely
 2 no, I would not recommend
 1 definitely not recommend
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.
1. Prepare an implementation review report.

Continuous Improvement and Innovation Implementation Review
Continuous Improvement: Continuous improvement and innovation, or CI&I, is a

process that can be used to drive business improvement and innovation. The CI&I
process is about achieving regular and frequent improvements and innovations
that contribute directly to the goals of the business. Continuous improvement
improves Plan: Identify an opportunity and plan for change.
1. Do: Implement the change on a small scale.

2. Check: Use data to analyze the results of the change and determine whether it
made a difference.
3. Act: If the change was successful, implement it on a wider scale and
continuously assess your results. The continuous improvement helps that
challenges employees and managers to go beyond their comfort zone. By
applying continuous improvement, organizations can challenge their
employees to improve their skills and knowledge. This will ultimately allow the
company to stay one step ahead of its competitors.
Innovation Implementation Review
Page 60
Innovation implementation within an organization is the process of gaining
targeted employees' appropriate and committed use of an innovation. It describes
the systematic conversion of existing and/or new findings into marketable
solutions, from idea generation and idea evaluation, to implementation and
successful market launch to prevent and promote Make innovation a core value.
1. Hire people with different perspectives.

2. Give employees time and space to innovate.
3. Encourage collaboration.
4. Have a feedback process.
5. Implement ideas as soon as possible.
6. Reward employees for their ideas.
7. Offer training.
Review the case study information, and write a short (about one page)
report that includes the following:
a. 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.
 http://www.peoplepulse.com/resources/useful-
articles/recruitment-process-feedback/
 Woodhouse recruitment is a niche recruitment agency focused
on two sectors, property and construction. Within both sectors we
work with a wide range of clients whom we support on a national
basis. We recruit at all levels from it. Woodhouse recruitment
might have not been effective because one of the biggest mistakes
we see with survey invites is a focus on THE COMPANY and how
much THE COMPANY wants the information. Most people do not
care about THE COMPANY. Instead talk about THEM and
convince them that they should be bothered spending their
precious time providing you feedback. This also applies to the
invite subject line – include words such as ‘you’ and ‘your’ in the
subject line for best response rates as opposed to the traditional
‘Company XYZ feedback survey’. There is more to getting survey
invites right to ensure optimal response rates than you would first
think, but a little extra care and attention upfront is well worth the
reward of higher ongoing participation rates.

Page 61
b. Discuss the successes from this type of continuous improvement
initiative. Discuss what could Woodhouse Recruitment take from
this experience into future efforts to improve performance.
 Successes of continuous improvement initiative:
 Improvement initiatives on the other hand are often viewed as
“operational activities” to be conducted by functional departments
to improve internal processes and systems within their oversight
and control. Common attributes of improvement initiatives include:
Increased customer satisfaction. The key to successful process
improvement and change is commitment from management at all
levels in the organization. A successful change program consists of
vision, skills, incentives, resources, and an action plan. All require
management support, if not active involvement. Continuous
improvement initiative successful the support of an organization's
leadership team is usually cited as the number one factor for the
success of a continuous improvement initiative. Leaders must
exhibit behaviours that not only demonstrate support for the
initiative but also the behaviours that they wish all employees to
emulate.

 The effort to improve woodhouse recruitment performance is:
1. Recruitment Management
Applying marketing principles to the recruitment process Find
and attract better candidates by generating awareness of your
brand with your industry and promoting your job ads effectively
via channels you know will be most likely to reach potential
candidates. Recruitment marketing also includes building
informative and engaging careers pages for your company, as
well as crafting attractive job descriptions that hit the mark with
candidates in your sector and entice them to follow up with your
organization.
2. Passive Candidate Search

Expand your pool of potential talent by connecting with
candidates who may not be actively looking. Reaching out to
elusive talent not only increases the number of qualified
candidates but can also diversify your hiring funnel for existing
and future job posts.
Page 62
3. Referrals
A successful referral program has a number of benefits and
allows you to ttap into your existing employee network to source
candidates faster while also improving retention and reducing
costs in the process.
4. Candidate experience
Not only do you want these candidates to become aware of
your job opportunity, consider that opportunity, and ultimately
throw their hat into the ring, you also want them to be actively
engaged.
5. Hiring Team Collaboration

Optimize your team effort by ensuring that communication
channels remain open across all internal teams and the hiring
objectives are the same for all parties involved.
6. Effective Candidate Evaluations

Interview and assess with fairness and objectivity to ensure you
are evaluating all qualified candidates in the same way. Set
clear criteria for talent early on in the recruitment process and
be consistent with the questions you ask each candidate.
7. Applicant tracking
Hiring is not just about ticking boxes or following a step-by-step
guide. Yes, at its core, it is just publishing a job ad, screening
resumes and providing a shortlist of good candidates – but
overall, hiring is closer to a business function that is critical for
the entire organization’s success and health. After all, your
company is nothing without its people, and it is your job to find
and hire stellar performers who can make your business thrive.
8. Reporting, Compliance & Security

Be compliant throughout the recruitment process and ensure
you are looking after candidate’s data in the correct ways.
9. Plug and Play

Be compliant throughout the recruitment process and ensure
you are looking after candidate’s data in the correct ways.
10. On boarding and Support

Find hiring tools that meet your needs, once you have
Page 63
successfully found and placed talent within your organization
the recruitment process isn’t quite finished. An effective on
boarding strategy and ongoing support can improve employee
retention and reduce the costs of needing to hire again in the
future.

c. 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.
 12 surveys received outlining the results of the customer survey,
as well as potential reasons for the low return.


1. Airbnb
Page 64
Image Source
Airbnb politely asks for customers' opinions after their stay, giving them
the space to decide whether they want to share feedback or not. It is
important to note the design of the button, too — an eye-catching
brand color that entices people to click. Your survey invitation emails
should have a call-to-action button like a marketing email.
2. Hilton Hotels
Page 65
Image Source
This seemingly simple survey from Hilton gives unhappy guests an
easy, friction-free opportunity to submit feedback about their recent
stay. It is hosted on a public URL that guests can access without
needing to get through any barriers. The questions are simple and
easy to answer.
3. Uber
Page 66
Uber has two target audiences — the drivers and the passengers —
and it does a great job collecting opinions and reviews from both. The
passengers give ratings after every ride, and the drivers rate the
passengers as well. This makes it fair and transparent for everyone,
and these ratings affect the drivers' and passengers' reputation as
well. If a passenger has a lower rating, the driver has the authority to
decline the booking.
4 Netflix
Page 67
Image Source
Netflix brings out its A-game when it comes to customer experience.
With its recommendation system, it is as customer-friendly as one can
get. It studies the behavior of all of its customers and recommends
movies and shows per their ratings, likes and dislikes, or just what they
have been watching.
5. Slack
Page 68
Image Source
For Slack, customer feedback is at the epicenter of its efforts. The
company based its product development entirely on the customer
feedback. In fact, there is a command within the application where
users can send them feedback, or just tell them what features the
users would like to have. The co-founders read all the user feedback
and made sure they responded to every ticket raised.
6. Drift
Image Source
Drift sends Net Promoter Score®, or NPS, surveys. NPS is a critical
SaaS metric used to measure customer satisfaction. The only
question it asks is whether the customer is likely to recommend Drift to
a friend or colleague.
7.Paytm
Page 69
Paytm has always taken customer opinions into account and has taken
serious steps to improve the customer experience.
Taking customer experience and security to another level, Paytm has
created a “bug bounty” to catch fraudulent merchants. If customers
book movie tickets through the platform, for example, Paytm allows
them to get refunds on their bookings if they were fraudulent.
8. Skype
Page 70
Image Source
Another example of a product that provides great customer service is
Skype. If you call people using Skype, you know that it asks for
feedback after every call. But more than that, it believes in
immediately solving customers' problems. In one instance, Skype left
a customer overwhelmed by its quick response time.
9. Amazon
Page 71
Amazon seems to be exceeding user expectations by collecting all
kinds of information. They also make information easily accessible in
a knowledge base so users can find answers and troubleshoot on their
own. This reduces the chances of incorrect purchases, which can
make all the difference in a customer's buying decisions.
10. Twitter
Page 72
Image Source
Not only is Twitter great for direct (personal) and public messages, it is
working toward bridging the communication gap between brands and
audiences. You can use the “Polls" feature to informally ask for
customer feedback — or get more psychographic data about your
target audience.
11. Zomato
Page 73
Another product with two types of audiences — restaurants and
hungry diners — zomato puts both of their needs and expectations into
consideration. Every restaurant gets rated on the food, and every
buyer gets to rate the restaurants.
12. Greyhound
Page 74
Here is a great example of a customer satisfaction survey from
Greyhound that measures the qualitative sentiment and experience
about interacting with and buying from a brand.
In such a crowded space as bus lines, Greyhound needs to make sure
that the service it is providing works for its customers — or else they'll
start losing them to competitors. This survey, deployed immediately
after a trip, is a great way to measure satisfaction in the moment when
it is most memorable for a customer.

d. Make recommendations for future customer surveys, including the
frequency
Customer Survey is defined as a measurement that determines how
happy customers are with a company's products, services, and
capabilities. Customer Survey information, including surveys and
ratings, can help a company determine how to best improve or
changes its products and services. For future customer surveys,
including frequency we should careful how we can:
1. Define a clear, attainable goal for your survey.
2. Keep the more personal questions to the end.
3. Do not let your survey get too long.
4. Focus on using closed-ended questions.
Page 75
5. Consider including a survey incentive.
6. Do not ask leading questions.
7. Keep your answer choices balanced.
And for future customer surveys recommendation

1. Do preliminary research.
To create an effective survey, you want to be as targeted as
possible. Simply asking readers, "What topics do you want me to
write about?" may not turn up as many good ideas as asking them
about specific subjects.
2. Draft your questions.

For best results, include no more than five to 10 questions in your
surveys. Consumers generally have short attention spans, so if
you bombard them with dozens of rapid-fire questions, your
completion rates can drop significantly. As you are writing your
survey questions, try to let participants expand on their thoughts.
"Yes or no" questions won't give you as much information as free-
form text responses.
3. Offer an incentive for completing the survey.
While your survey is still in the planning stages, you may want to
come up with an incentive to encourage readers to answer all of
the questions. Many websites offer a small discount or a
downloadable white paper to motivate people to participate. If you
do decide to offer an incentive, think through how you'll distribute it
to readers. Sending incentives to participants can be time
consuming, so look for a survey program like Survey Monkey that
lets you automate the followup process.
4. Set up your survey.

Now, it is time to set up the program that will record your answers.
If you are a skilled programmer, you may be able to code your own
survey response form and embed it in your website. Alternatively,
you can check out data collection programs such as Survey
Monkey or Kwik Surveys if you'd rather use an automated
approach or you'd like to take advantage of features you may not
be able to code yourself.

66. Send an email to your manager (your assessor).
Page 76
It should introduce and summarise the contents of the attachment.
Attach your implementation review report to the email.
To,
The Manager or Assessor
RE: Report on customer service terms of Woodhouse Recruitment.
I am obliged to show the concern regarding the way the agency satisfies its
candidates. There was a survey conducted by sending the questionnaire to 100
candidates but out of which only 12 responded. The below mentioned chart
shows the analysis of the survey performed. The survey basically questions three
aspects of the business i.e. candidate satisfaction, ease of doing business with
Woodhouse Recruitment and would the candidates will recommend Woodhouse
further to other individuals. The result is mentioned in the percentage form. From
this survey it can be analysed that how is the agency performing in terms of
providing services to the candidates.
Regards,
Dhan Prasad Chhantyal
Student’s name:
Completed
In the report, provide an analysis

of the failure of the survey?
In the report, outline the
Page 77
successes of the continuous
improvement initiative?
In the report, provide:

 An analysis of the results as
bar charts and that clearly
shows the results of the
survey and in percentages.
 An analysis of the results
against industry benchmarks
for overall customer
satisfaction, ease of doing
business and customer
loyalty
 An overall analysis of how the
company is performing in
terms of customer service?
In the report, and based on the

analysis, provide
recommendations for future
customer surveys?
Assessor signature:
Assessor name:
Date:
Page 78
Final results record
Student name:
Assessor name:
Date
Final assessment results
Result
Satisfactor Did not

Task Type y Unsatisfactory submit
Assessment
Written questions S U DNS
Task 1
Continuous
Assessment
improvement and S U DNS
Task 2
innovation project
Continuous
Assessment improvement and
S U DNS
Task 3 innovation action
plan
Continuous
improvement and
Assessment
innovation S U DNS
Task 4
implementation
review
Overall unit C NYC

results
Feedback
Page 79
 My performance in this unit has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature: ________________________________ Date: ______________
 I hereby certify that this student has been assessed by me and that the
assessment has been carried out according to the required assessment
procedures.
Assessor signature: ______________________________ Date: _____________
Page 80

BSBMGT608 Student Assessment Tasks Working

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

BSBMGT608 Student Assessment Tasks Working

Uploaded by

Copyright:

Available Formats

Assessment Cover Page

Course BSB61015 Course

Assessment Outcome (Completed by Assessor only)

Final Assessment Competent(C) Not Yet Competent

Assessment Task Overview

1. Written questions You must correctly answer all

2. Continuous improvement and You must review systems and

3. Continuous improvement and You must develop a continuous

4. Continuous improvement and You must review and report on

Assessment Task Cover Sheet

Assessment task information

Assessment task instructions

Naming electronic documents

Do you understand your rights to reassessment? ¨ Yes ¨ No

Student result response

Analyse: when a question asks you to analyse something, you should do so in

1. Outline two methods for conducting cost-benefit analysis.

a. To decide whose costs and benefits count.

2. Describe two creativity theories and their application to workplace innovation.

a. Role of the Internet and Social Media in Creativity and Innovation

b. Meta-analyses of Primary Studies. Concurring with calls in past

3. Describe the diffusion of innovation theory and why a manager implementing

4. Diffusion of innovation is a theory built on the premise that any

5. Outline the concept of a learning organisation.

a. Systematic problem solving

6. Explain the concept of shared vision as an important organisational learning

7. Shared vision is an essential component of a learning organizatio

8. Explain the concept of team learning as an important organisational learning

9. Team learning is the process of working collectively to achieve a

12. Step 1: Create Urgency

15. Step 2: Form a powerful coalition

18. Step 3: Create a vision for change

21. Step 4: Communicate the Vision

24. Step 5: Remove Obstacles

27. Step 6: Create Short-Term Wins

30. Step 7: Build on the Change

33. Step 8: Anchor the Changes in Corporate Culture

37. ISO 9000 is defined as a set of international standards on quality

39. Describe the concept of risk as identified in the Australia/New Zealand

40. Itprovides a common approach in support of standards dealing with

42. Risk management is the process of identifying, assessing and controlling

44. Increases the stability of business operations while also decreasing

47. Helps establish the organization's insurance needs in order to save

49. Identify and outline three different sustainability practices common in

50. The international community, though they seek to demonstrate a

Assessment Task 1 Checklist

Did the student provide Completed

Task outcome:  Satisfactory  Not satisfactory

Carefully read the following scenario.

Woodhouse Recruitment is based in central Melbourne and is a

Key business performance statistics:

1. Develop a continuous improvement and innovation briefing report.

Review the scenario information and, based on your review, select

Topic 2: Introduction of a green office environment for example:

 Analyse and provide a detailed account of the current supply

Topic 1: Professional development for staff: A professional

The success of the iPhone series is undeniable. What some

LG introduced a new type of screen flexible enough to roll like a

While Amazon’s success is largely due to its massive product

57. Send an email to the Manager (your assessor).

The text of the email should be in grammatically correct English,

58. Participate in a meeting to discuss your continuous improvement and

Your assessor will organise two other students to attend your

61. Send an email to all parties involved (your assessor).

Student signature: __________________ Date: