BSBSTR502

Facilitate continuous improvement

Ver. 1.0-1 March 2021

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Topic 1: Systems and processes to support

continuous improvement

BSBSTR502 Facilitate continuous improvement © 2021 RTO Works

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WHAT IS CONTINUOUS IMPROVEMENT?

• Continuous improvement is an ongoing effort within an organisation to
improve its products and/or services, as well as systems and
processes.
• It is important to establish formal systems and processes to support
continuous improvement.

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SYSTEMS AND PROCESSES

For an organisation to implement continuous improvement they have to
look at the systems and processes to facilitate it.

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PLAN – DO – CHECK – ACT MODEL

• Among the most widely used tools for continuous improvement is a
four-step quality assurance method called the Plan Do Check Act
(PDCA) Model.
• The PDCA approach is used for continually improving processes,
products or services and for resolving problems.

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ACTIVITY: WATCH
Watch this short video with more information about the PDCA.
Video: https://www.youtube.com/watch?v=ij0y7bqRP6Q (04:40)

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improvement
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KAIZEN
• Kaizen is a Japanese word and essentially means to change for the
better.
• The two core beliefs that inform how Kaizen operates are that
everything can be improved and that small gradual changes can lead
to significant overall and long-term improvements.

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ACTIVITY: READ
Read more about how to use Kaizen for continuous improvement in the workplace at
the following link:
https://www.linkedin.com/pulse/20140610090246-4806191-how-to-use-kaizen-in-the-
workplace-for-continuous-improvement/

Topic 1: Systems and processes to support continuous

improvement
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LEAN
In contrast to Kaizen, which is a general approach to continuous
improvement, Lean is a methodology with a background in manufacturing
that focuses on specific type of metrics.

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ACTIVITY: WATCH
Watch this short, amusing video about Lean, Kaizen and continuous improvement.
Video: https://www.youtube.com/watch?v=_PcAGlXvXJ4 (03:24)

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improvement
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SIX SIGMA
Kaizen and Lean both look at resources and ways to optimise a process.
However, the main focus of Six Sigma is achieving consistent and reliable
results.

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ACTIVITY: WATCH
Watch this short video about Six Sigma.
Video: https://www.youtube.com/watch?v=nSIZB8aEfDs (02:06)

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improvement
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TOTAL QUALITY MANAGEMENT

Total Quality Management (TQM) is an approach that seeks to improve
quality and performance which will meet or exceed customer
expectations.

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ACTIVITY: WATCH
Watch this short video about Total Quality Management.
Video: https://www.youtube.com/watch?v=gwHngq4Bw0w (04:57)

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improvement
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IMPROVEMENT NEEDS AND OPPORTUNITIES

In the first stage of continuous improvement, an organisation will need to
look at improvement needs and opportunities to help them meet their
goals and enhance the quality of a product or service.

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ACTIVITY: DISCUSS
Look at the table and list down what could be improved and what opportunities exists
to make improvements.

Topic 1: Systems and processes to support continuous

improvement
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DECISION-MAKING PROCESSES
1. Identify the decision
2. Gather information
3. Identify options
4. Weigh up the evidence
5. Select an option
6. Take action
7. Review

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ACTIVITY: READ
Read the article explaining the decision-making process:
https://www.cliffsnotes.com/study-guides/principles-of-management/decision-making-
and-problem-solving/the-decisionmaking-process
Take any notes to summarise what you have read and keep for future reference.

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improvement
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STRATEGIES FOR CONTINUOUS IMPROVEMENT

• An organisation can choose to have a number of continuous
improvement strategies in place at any given time.
• Different areas or departments of the organisation could each be
working off a separate strategy to maximise the results.

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ACTIVITY: READ
Review the article about engaging employees in continuous improvement:
https://www.ceosuite.com/10-tips-engage-employees-continuous-improvement/
Take any notes to summarise what you have read and keep for future reference.

Topic 1: Systems and processes to support continuous

improvement
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DEVELOPING NEW SYSTEMS AND PROCESSES

Having identified improvement needs and opportunities, you can then
start to develop new systems and processes that facilitate continuous
improvement.

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ORGANISATIONAL POLICIES AND PROCEDURES

• Policies and procedures allow an organisation to systematically review
and improve the quality of its products, services and processes.
• There are a number of organisational policies and procedures that can
have continuous improvement systems integrated.

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ACTIVITY: DISCUSS
Consider the following organisational policies and procedures and discuss how they
relate to continuous improvement systems. You may need to undertake some research
to prepare for the discussion.
• Sustainability policy
• Code of Conduct
• Quality management
• Performance management

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improvement
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KNOWLEDGE MANAGEMENT SYSTEMS

When establishing systems and processes for continuous improvement, a
knowledge management system (KMS) can be used to collect, store and
analyse information.

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ACTIVITY: RESEARCH
What are the components and features of a knowledge management system?
Your trainer/assessor will facilitate a discussion.

Topic 1: Systems and processes to support continuous

improvement
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QUALITY MANAGEMENT SYSTEMS

• A quality management system includes a number of components of
which continuous improvement is one component.
• The importance of continuous improvement within a quality
management system is that it ensures that there is a formal process,
as well as schedule for reviewing business systems and processes.

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SUSTAINABILITY
• In making changes identified through continuous improvement, it is
important to consider sustainability.
• There may be aspects of the product or service that could be improved
to make it more sustainable.

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ACTIVITY: PROJECT
Using the internet research continuous improvement relating to sustainability in an
office environment.
Write a short overview on how you would ensure that sustainability is considered when
implementing continuous improvement within an organisation in one area.
How would you encourage staff to participate in decision making processes?
How would you encourage staff to come up with ideas for continuous improvement
relating to sustainability?

Topic 1: Systems and processes to support continuous

improvement
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PERFORMANCE MANAGEMENT
Performance management enables managers to assess employee’s
performance to assess whether key tasks are being achieved as per
performance indicators specified.

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ACTIVITY: READ
Read the following article about performance management:
https://ahri.com.au/resources/ahriassist/performance-management/
Take any notes to summarise what you have read and keep for future reference.

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improvement
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ACTIVITY: RESEARCH AND DISCUSS

Look for a job that you would like to pursue after finishing your study. Use
www.seek.com to find a job description. Assume that you are working for an
organisation in this position (if you have a job then base this activity on your current
job).
Look at the skills and knowledge that you are required to have for the job.
Identify any skills or knowledge gaps that you have.
Select two of these and explain one way you could improve on each.

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COMMUNICATING OUTCOMES
When setting up systems and processes, it is also important to ensure
that there are processes in place to communicate improvements to team
members.

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Topic 2: Monitoring and adjusting performance

strategies

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As part of the continuous improvement process you will need to monitor

performance strategies to address any impacts, implications or issues
that may arise through the implementation of systems and processes.

Topic 2: Monitoring and adjusting performance strategies

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MEETING SUSTAINABILITY REQUIREMENTS

• Once strategies are in place for continuous improvement, it is
important to conduct ongoing monitoring of the measures put in place.
• An organisation’s sustainability strategy can include a number of
different initiatives that will need to be monitored so that it meets the
requirements of the organisation.

Topic 2: Monitoring and adjusting performance strategies

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ACTIVITY: RESEARCH AND DISCUSS

An organisation has introduced a green office program that aims to reduce paper use,
electricity and waste.
Staff must keep printing paper to a minimum and reuse where possible.
All waste must be put in the correct recycling bins.
When not in the room, air conditioning, heating and lights must be switched off.
How could you monitor each of these initiatives?

Topic 2: Monitoring and adjusting performance strategies

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MONITORING KNOWLEDGE MANAGEMENT SYSTEM

You can use a knowledge management system to monitor the progress of
a team, their insights, experiences and any other information that you
have captured.

Topic 2: Monitoring and adjusting performance strategies

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ACTIVITY: DISCUSS
What is RIRO and how would it affect a KMS?
Your trainer/assessor will facilitate a discussion.

Topic 2: Monitoring and adjusting performance strategies

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COACHING AND MENTORING TO SUPPORT CONTINUOUS

IMPROVEMENT
Mentoring and coaching is vital to ensure that individual staff members,
as well as the team overall are able to implement continuous
improvement processes identified.

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MENTORING
Mentoring in the context of a workplace is where a mentor assists a
mentee to achieve their career goals through passing on their own
knowledge, skills and experience according to a structured mentoring
approach.

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COACHING
• Coaching is a method used to support individuals and teams during the
continuous improvement process.
• As a leader of continuous improvement, you will need to be able to
implement coaching processes and you may even be involved in a
coaching role yourself.

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ACTIVITY: READ AND WATCH

Go through the links provided, writing down your key takeaways.

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ACTIVITY: RESEARCH AND DISCUSS

Consider a new task that has arisen as a result of continuous improvement: The
introduction of online meetings for time and cost efficiencies.
How would you coach your fellow colleagues so that they can gain skills and
knowledge in this new area?

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ACTIVITY: PROJECT
Refer back to your project where you researched continuous improvement relating to
sustainability in an office environment.
How could you mentor and coach others so that they participated in the continuous
improvement process?
You have to capture their progress, insights and experience using a knowledge
management system; create a form that could be used by staff for each area.

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IMPROVING PLANNING AND OPERATIONS

• The outcomes of continuous improvement are also important to
consider in the context of planning and operations.
• Measuring success usually take the form of quantifiable measurements
that reflect the critical success factors of an organisation.
• Key Performance Indicators (KPIs) can be used to help define and
measure progress toward goals.

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RECOMMENDATIONS
When you have identified and evaluated ways to make improvements,
you will need to communicate any recommendations to the relevant
stakeholders.

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Topic 3: Opportunities for further improvement

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• A major aspect of continuous improvement is to be able to always look

at opportunities for improvement.
• What worked, what didn’t, why, why not. Seeking feedback and
identifying other areas for improvement and future planning should be
cyclical – continuous!

Topic 3: Opportunities for further improvement

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OPPORTUNITIES FOR IMPROVEMENT

• Identifying opportunities will mean looking at the outcomes and seeking
what needs changing.
• Using the key performance indicators, targets or goals, you should be
able to identify the outcomes and compare it to what was expected.

Topic 3: Opportunities for further improvement

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SEEKING FEEDBACK
Feedback is an important aspect of continuous improvement. Otherwise,
how will you know if a system and process is working?

Topic 3: Opportunities for further improvement

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ACTIVITY: DEVELOP
Using www.surveymonkey.com, create a survey that could be used to find out if staff
are happy with the new sustainability initiative. Think of 10 applicable questions that
you could ask.
Your trainer/assessor will facilitate a discussion where you can share the type of
questions that you devised.

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OTHER AREAS FOR IMPROVEMENT

• There may also be other areas for improvement that you identify during
the evaluation and feedback process.
• These should be documented for future planning.

Topic 3: Opportunities for further improvement

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BSBSTR502 Facilitate continuous improvement © 2021 RTO Works