Precision Group (Australia)
Level 13, 269 Wickham St, Fortitude Valley 4006
Email: info@precisiongroup.com.au
Website: www.precisiongroup.com.au

© 2020 Precision Group (Australia)

BSBSTR502 – Facilitate continuous improvement (Release 1)

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These terms are subject to the conditions prescribed under the Australian Copyright Act 1968. Disclaimer
Precision Group (Australia) has made a great effort to ensure that this material is free from error or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this document. Precision Group (Australia) is not responsible for any injury, loss or damage as a result of resource included or omitted from this material. Information in this course material is current at the time of publication.
 
Version Control & Document History
Date Summary of modifications Version
11 November 2020 Version 1 final produced following assessment validation. 1.0
 
Table of Contents
Assessment Delivery 6
Learner Information 7
Steps for Learners 9
Reasonable Adjustment 10
Resources Required for Assessment 11
Accessing Intranet Pages and External Links 14
Assessment Agreement 15
Assessment Tasks 17
Short Answer Questions 19
Practical Assessment 24
Workplace Project Assessment 25
Project Overview 25
Task 1: Identify Current Continuous Improvement Systems and Processes 27
Task 2: Identify and Define Continuous Improvement Needs and Opportunities 31
Task 3: Develop Decision-Making Processes for Continuous Improvement 33
Task 4: Communicate Decision-Making Processes 35
Task 5: Develop Strategies for Continuous Improvement 36
Task 6: Develop Knowledge Management Systems 38
Task 7: Develop Processes to Ensure Communication of Continuous Improvement Outcomes 40
Task 8: Support Individuals and Teams 41
Task 9: Ensure Progress, Insights and Experiences are Captured and Accessible 43
Task 10: Identify and Evaluate Improvements to Planning and Operations 45
Task 11: Recommend Improvements to Planning and Operations 48
Task 12: Seek Feedback on Continuous Improvement Systems and Processes 49
Assessment Workbook Checklist 50
Assessment Workbook Checklist 51
Recording 55
Record of Assessment 56
 

Learner Assessment Pack
Assessment Delivery

 
Learner Information
This Learner Assessment Pack is designed for you to complete the assessment for BSBSTR502 – Facilitate continuous improvement (Release 1). It may refer to your own workplace/organisation, or to a simulated business provided by your assessor.
The assessment tasks include Short Answer Questions where you need to demonstrate your knowledge and understanding of the unit, and the Practical Assessment, where you need to demonstrate your skills required in the unit. It is recommended that you complete the Practical Assessments in your own workplace/organisation. If you don’t have access to a real workplace, you can complete the assessment in a simulated environment where resources and conditions similar to a workplace must be accessed. Ensure to discuss this with your assessor prior to commencing with the assessment.

Each Learner Assessment Pack is made up of four parts:
Assessment Delivery
Learner Information
Steps for Learner
Assessment Agreement
Assessment Tasks
Assessment Tasks, including:
 Short Answer Questions
 Practical Assessment
Assessment Workbook Checklist
Assessment Workbook Checklist
Recording
Record of Assessment
 
Before you commence your assessment, ensure that you have a good knowledge of the subject, have thoroughly read your Learner Resource, and clearly understand the assessment requirements and the expectations of the industry to which the assessment is related.
Assessments are designed to be completed using your industry/organisation, but your Registered Training Organisation (RTO) may assist you by contextualising the unit to be completed in a simulated workplace environment.
You will be required to demonstrate knowledge and skills which must be observed directly by your assessor. Where the observation task may be difficult for the assessor to directly observed, a video recording of the practical observation task must be submitted as supplementary evidence. Verification from at least one third-party signatory, and preferably two or more witnesses is required to confirm your demonstration of these practical knowledge and skills. These witnesses would usually be your current or recent supervisors, or your assessor.
The practical assessment tasks may be completed using your own workplace, a simulated environment, or a mix of both, as instructed by your assessor. To contextualise this assessment to your industry/organisation, you may be asked by your assessor to provide additional information based on your industry/organisation.
Instructions are given for each task. If you have questions, or unclear how to proceed, consult with your assessor.
Records of all aspects of the assessment must be kept in your Learner Assessment Pack
The record of assessment is a legal document and must be signed, dated, and a copy stored as required by your Registered Training Organisation (RTO).
 
Steps for Learners
Your Learner Assessment Pack:

1. Upon receiving your Learner Assessment Pack, discuss with your assessor the expectations and requirements of this assessment. You may also need to supply contact details of one or two work referees who can confirm your skills in the industry.
   Discuss with your assessor if you intend to undertake the practical assessment tasks based on your employing organisation, in a simulated business, or in a mix of both.
2. Your Learner Assessment Pack is where you will get the task information. Complete each task as instructed using either your own workplace, or using a simulated business, as discussed with your assessor.
3. After you complete your assessment, gather and submit your evidence documents as detailed in the task(s) in the timeframe agreed with your assessor.
   Your assessor will advise you if there are any further steps for you to take to satisfactorily complete this assessment.
    
   Reasonable Adjustment
   Adapted Reasonable Adjustment in teaching, learning and assessment for learners with a disability – November 2010 – Prepared by – Queensland VET Development Centre
   Reasonable adjustment in VET is the term applied to modifying the learning environment or making changes to the training delivered to assist a learner with a disability. A reasonable adjustment can be as simple as changing classrooms to be closer to amenities or installing a particular type of software on a computer for a person with vision impairment.
   Why make a reasonable adjustment?
   We make reasonable adjustments in VET to make sure that learners with a disability have:
    The same learning opportunities as learners without a disability, and
    The same opportunity to perform and complete assessments as those without a disability.
   Reasonable adjustment applied to participation in teaching, learning and assessment activities can include:
    Customising resources and assessment activities within the training package or accredited course
    Modifying the presentation medium
    Learner support
    Use of assistive/adaptive technologies
    Making information accessible both before enrolment and during the course
    Monitoring the adjustments to ensure learners needs continue to be met
   Assistive/Adaptive Technologies
   Assistive/Adaptive technology means ‘software or hardware that has been specifically designed to assist people with disabilities in carrying out daily activities’ (World Wide Web Consortium – W3C). It includes screen readers, magnifiers, voice recognition software, alternative keyboards, devices for grasping, visual alert systems, digital note-takers.
   IMPORTANT:
   Reasonable adjustment made for collecting learner assessment evidence must not impact on the standard expected by the workplace, as expressed by the relevant unit(s) of competency. For example, if the assessment were gathering evidence of the learner’s competency in writing, allowing the learner to complete the assessment verbally would not be a valid assessment method. The method of assessment used by any reasonable adjustment must still meet the competency requirements.
    
   Resources Required for Assessment
   To complete the Practical Assessment tasks, you will require access to:
    Computer with internet and email access and a working web browser
    Installed software: Word, Adobe Acrobat Reader
    A workplace, or a simulated workplace environment that will allow you access to:
   o Templates for documenting:
   • Decision-making processes, such as:

• Decision-making policies and procedures
• Operation plans
• Quality assurance plans
  • Continuous improvement strategies, such as:
• Continuous improvement plan
• Continuous improvement policies and procedures
• Continuous improvement register
  • Knowledge management systems, such as:
• Customer relationship management plan
• Human resources policies and procedures
• Work health and safety management plan
  • Processes to communicate continuous improvement outcomes, such as:
• Continuous improvement plans
• Organisational policies and procedures
  • Recommendations for improvement to continuous improvement planning and operations, such as:
• Continuous improvement register
• SWOT analysis
  o Organisational documents relevant to decision-making processes and continuous improvement such as vision and mission statements, operational plans, business plans, quality assurance policies and procedures, etc.
  o Documents containing knowledge management systems such as, WHS Management Plans, business plans, record systems
   
  o The following information from the learner’s workplace/organisation:
  • Existing key performance indicators
  • Business objectives
  o Existing continuous improvement systems and processes, including:
  • Decision-making processes
  • Continuous improvement strategies
  • Knowledge management systems
  o Organisational documents with information on organisational sustainability requirements, such as:
  • Policies and procedures
  • Sustainability development checklists
  • Sustainability plans
  o People, including:
  • At least two team members whom decision-making processes will be communicated to in Workplace Project Task 4
  This refers to individuals in your work team that are responsible for implementing and supporting the decision-making processes.
  • At least two team members who will receive support for continuous improvement systems and processes in Workplace Project Task 8
  These team members will make up the team who will receive support for continuous improvement systems and processes in Workplace Project Task 8
  • At least two relevant stakeholders who must access information about the learner’s work team using the knowledge management systems in Workplace Project Task 9
  Relevant stakeholders refer to individuals or groups that require information on learner’s team’s progress, insights and experiences.
   
  • At least two stakeholders whom recommendations for improvement to planning and operations will be communicated to in Workplace Project Task 11
  Relevant stakeholders refer to individuals/groups who will be directly impacted by the changes to continuous improvement planning and operations.
  • At least two clients who will provide feedback on the workplace/organisation’s continuous improvement systems and processes in Workplace Project Task 12
  This refers to individuals who are affected by continuous improvement systems and processes affecting the organisation’s products and services.
  o Opportunity to:
  • Communicate decision-making processes to at least two team members
  • Recommend improvements to planning and operations to at least two relevant stakeholders
  • Seek feedback on continuous improvement systems and processes from at least two clients
   
  Accessing Intranet Pages and External Links
  Throughout this workbook, you will be asked to access specific pages from the simulated business, Bounce Fitness. Links to these pages are formatted in Blue Text.
  To access these, hold the Ctrl key for Windows users while clicking on these links. For Mac users, directly click the link.
  The simulated business, Bounce Fitness, can be accessed by going to http://bouncefitness.precisiongroup.com.au.
  Login to Bounce Fitness using the username and password provided by your Registered Training Organisation (RTO).
   
  Assessment Agreement
  Instructions:
  Discuss and accomplish this section with your assessor before commencing then sign the confirmation at the end of this Agreement.

Please tick at least one of the following for each section: 
Delivery Method
Classroom •
Small Group •
One-on-One •
Online •
Other (please describe) •
Assessment Pathway (for Practical Assessment)
Learner’s Organisation (Pre-assessment meeting conducted) •
Simulated Workplace Environment (Contextualised by RTO) •

 
Assessment Conditions
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry. This includes access to:
Workplace documentation and resources relevant to performance evidence •
Organisational policies and procedures relevant to performance evidence •
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

I confirm that the activities and assessment completed as part of this unit are my own work, and comply with all relevant copyright and plagiarism rules.
I understand that if there is any doubt of the authenticity of any piece of my assessment, I can be orally examined, and the signatory of evidence records may be contacted.
Learner’s name

Learner’s signature
Date

Assessor’s name

Assessor’s signature
Date

End of Assessment Agreement

Learner Assessment Pack
Assessment Tasks

 
Tasks
Complete all tasks in this assessment as instructed. If you have questions, consult with your assessor.

Contextualisation of Assessments by RTOs
Contextualisation is the process of modifying assessment tools to make learning more meaningful for your learners and their employers.
Precision Group (Australia) recommends that your RTO contextualise the assessment tools to suit particular industry requirements and specific organisational requirements before using them. Contextualisation must retain the integrity of the assessment and the outcome of the unit of competency.

 
Short Answer Questions
Question 1
Briefly explain how each step of the decision-making process outlined below is done when facilitating continuous improvement. Ensure each explanation includes a brief description of each step.

Steps of the Decision-Making Process How Each Step is Done When Facilitating Continuous Improvement
a. Identify the decision to be made

b. Gather relevant information

c. Identify the options

d. Evaluate the evidence

e. Choose among the options

f. Take action

g. Review your decision

 
Question 2

Bounce Fitness is a premier provider of fitness and wellness in Australia. Bounce Fitness follows established policies and procedures when facilitating continuous improvement for systems and processes.
Access the following Bounce Fitness policies and procedures to assist you in answering questions for each section:
 For A. Digital Systems
Digital Information Storage and Security Policy and Procedure
bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-policy-procedures/
 For B. Decision-Making Processes
Policies and Procedures for Meetings
bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-policy-procedures/
 For C. Continuous Improvement Systems
Continuous Improvement Policy and Procedures
bouncefitness.precisiongroup.com.au/policies-and-procedures/quality-policy-procedures/

A. Digital Systems
i. Outline at least one policy statement relevant to digital systems.

ii. Outline at least one set of procedures in Bounce Fitness relevant to digital systems.
Include the title for each set of procedures.

 
B. Decision-Making Processes
i. Outline at least one policy statement relevant to decision-making processes.

ii. Outline at least one set of procedures in Bounce Fitness relevant to decision-making processes.
Include the title for each set of procedures.

C. Continuous Improvement Systems
i. Outline at least one policy statement relevant to continuous improvement systems.

ii. Outline at least one set of procedures in Bounce Fitness relevant to continuous improvement systems.

 
Question 3
Briefly explain how each of the following systems are used by businesses during continuous improvement.

System How Each System is Used During Continuous Improvement
a. Knowledge Management System

b. Performance Management System

 
Question 4
Assume that you work for Bounce Fitness, a premier provider of fitness and wellness in Australia.
Complete the table below:
 Identify the industry that Bounce Fitness falls under
 Identify an industry-specific standard applicable to Bounce Fitness for each of the following business requirements:
o Quality
o Sustainability
 Explain how each identified standard can be applied to Bounce Fitness

Industry

Business Requirements Standard for Each Business Requirement How Each Standard Can Be Applied to Bounce Fitness
a. Quality

b. Sustainability

 
Practical Assessment
The Practical Assessment is a set of tasks that must be completed in a workplace, or in an environment with conditions similar to that of a real workplace.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge to lead and manage continuous improvement systems and processes.
The Practical Assessments in this workbook include:

1. Workplace Project Assessment
   A series of written practical tests assessing the learner’s practical knowledge and skills underpinning of the unit of competency. This includes the learner completing workplace documents or similar as evidence of competent performance.
2. Workplace Practical Observation
   A set of assessment tasks where the learner must demonstrate practical skills relevant to the unit of competency. These skills are to be demonstrated while being observed by the assessor.
   IMPORTANT!
    All signatures/initials in your submissions, including yours, must be handwritten and dated. Submissions with signatures/initials must be scanned.
    The supervisor/observer who completes and signs your evidence submissions must provide their real name, contact number, and email address for your assessor’s reference.
    Should you encounter issue or concerns regarding your assessment, contact your assessor.
    
   Workplace Project Assessment
   Project Overview
   This workplace project assessment requires you to establish and implement systems and processes for continuous improvement.
   This assessment is divided into twelve tasks:
    Task 1: Identify Current Continuous Improvement Systems and Processes
    Task 2: Identify and Define Improvement Needs and Opportunities
    Task 3: Develop Decision-Making Processes
    Task 4: Communicate Decision-Making Processes
    Task 5: Develop Strategies for Continuous Improvement
    Task 6: Develop Knowledge Management Systems
    Task 7: Develop Processes to Inform Team Members about Outcomes
    Task 8: Coach Team Members to Implement and Support Systems and Processes
    Task 9: Ensure Progress, Insights and Experiences are Captured and Accessible
    Task 10: Identify and Evaluate Improvements to Planning and Operations
    Task 11: Recommend Improvements to Planning and Operations
    Task 12: Seek Feedback on Continuous Improvement Systems and Processes
   This project requires you to complete the assessment tasks in a real workplace, or in an environment with conditions similar to that of a workplace.
   Each task comes with a set of instructions. You are to follow and perform these instructions while being observed by the assessor and/or submit any required documentation.
   Before starting this assessment, your assessor will discuss with you these tasks, including instructions and guidance for satisfactorily completing them.
    
   You are required to:
    Complete the tasks within the time allowed, as scheduled in-class roll.
    Identify continuous systems and processes currently used in the workplace
    Develop decision-making processes to assist in continuous improvement
    Develop continuous improvement strategies to address improvement needs and opportunities
    Develop knowledge management systems to capture team’s progress, insights and experiences
    Develop processes to ensure team members are informed of continuous improvement outcomes
    Recommend improvement to continuous improvement planning and implementation
    Identify improvements to continuous improvement systems and processes

Resources Required for Assessment
Resources you need to access to complete the project assessment are outlined in the Resources Required for Assessment section of this workbook, and in the corresponding Assessor’s Checklist and/or Observation Form of each task.
Discuss each requirement with your assessor before commencing with each task. They will organise the resources required for this assessment.
IMPORTANT: Additional workplace resources may be required upon the contextualisation of this assessment.

Forms and Templates
Generic forms and templates are provided in the project tasks, unless otherwise specified. These can be accessed from the following link:
BSBSTR502 Forms and Templates
If you are currently in a workplace, use similar workplace templates and forms used by your organisation to complete each assessment task. Discuss with your supervisor and your assessor first to ensure that the forms/templates you will use from your organisation cover all criteria required by each assessment task.
Review these forms and templates with your assessor before starting the task.
 
Task 1: Identify Current Continuous Improvement Systems and Processes

ASSESSMENT INSTRUCTIONS

This task will require you to identify your workplace/organisation’s current systems and processes for facilitating continuous improvement. This information will be used to improve your workplace organisation’s continuous improvement processes.
To complete this task, you must:
 Review organisational documents that are relevant to each of the following that are currently used in your organisation to facilitate continuous improvement:
o Decision-making processes
This refers to step-by-step procedures that helps your workplace/organisation come into deliberate and thoughtful conclusions to facilitate continuous improvement.
o Strategies for continuous improvement
This refers to ongoing processes used by the organisation to ensure continual improvement of products, services and procedures.
o Knowledge management systems
This refers to platforms or tools that your workplace/organisation uses to gather, store and access information about your team’s progress, insights and experiences.
Organisational documents can include:
o Briefings
o Organisational policies and procedures
o Reports
 Complete the table below about your organisation’s current systems and processes for facilitating continuous improvement
Ensure to identify the title of the organisational document you used to answer each question below.
 
Review the Workplace Project Task 1 – Assessor’s Checklist before starting this task. This form outlines the following:
 Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task
 All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
After completing this task, you must submit organisational documentation used to complete this task. This can include:
 Organisational documents relevant to decision-making processes and continuous improvement such as vision and mission statements, operational plans, business plans, quality assurance policies and procedures, etc.
 Documents containing knowledge management systems such as, WHS Management Plans, business plans, record systems
 
WORKPLACE REQUIREMENTS
a. Outline your workplace/organisation’s decision-making processes for facilitating continuous improvement.
Title:

Decision-making processes:

b. Outline your workplace/organisation’s existing continuous improvement strategies.
Title:

Continuous improvement strategies:

 
c. Outline your workplace/organisation’s knowledge management systems for facilitating continuous improvement
Title:

Knowledge management systems:

 
Task 2: Identify and Define Continuous Improvement Needs and Opportunities

ASSESSMENT INSTRUCTIONS

This task will require you to identify and define continuous improvement needs and opportunities in your workplace/organisation.
To complete this task, you must:
 Complete the table below:
o Conduct a SWOT analysis for your organisation
This will require you to outline at least one item for each of the following:
• Strengths
• Weaknesses
• Opportunities
• Threats
o Based on the results of your SWOT analysis, identify at least two of each of the following:
• Improvement needs
This refers to products, services and procedures that need to be improved in the workplace/organisation to address an issue or problem (e.g. upgrading to a newer version of a software after discovering that the current version will no longer be supported)
• Improvement opportunities
This refers to products, services and procedures that can be improved in the workplace/organisation to allow the organisation to gain a competitive advantage or edge. (e.g. switching to another software that is faster and more efficient than the one currently in use)
Review the Workplace Project Task 2 – Assessor’s Checklist before starting this task. This form outlines the following:
 Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task
 All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
 
SWOT ANALYSIS
Strengths Weaknesses

Opportunities Threats

Continuous improvement needs
a.

b.

Continuous improvement opportunities
a.

b.

 
Task 3: Develop Decision-Making Processes for Continuous Improvement

ASSESSMENT INSTRUCTIONS

This task will require you to develop decision-making processes that will assist continuous improvement in your workplace/organisation.
To complete this task, you must:
 Review the following:
o Decision-making processes currently used in your organisation as outlined in Workplace Project Task 1
o The following information identified in Workplace Project Task 2
 Improvement needs
 Improvement opportunities
o Your organisation’s requirements for sustainability
This will require you to access organisational documents with procedures and guidelines to maintain sustainability.
 Develop new decision-making processes for assisting continuous improvement in your workplace/organisation
This must include procedures to:
o Identify what decision must be made
o Gather information relevant to the decision
o Identify what options are available
o Evaluate evidence for and against each option
o Choose among the options
o Take action based on the decision made
o Review the decision made
 
Review the Workplace Project Task 3 – Assessor’s Checklist before starting this task. This form outlines the following:
 Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task
 All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
Review the template you will use to complete this task. Discuss with your assessor to ensure that the template from your workplace/organisation covers all requirements that apply to this task.
After completing this task, submit your developed decision-making processes to your assessor.
This can include:
 Decision-making policies and procedures
 Operation plans
 Quality assurance plans
You must also submit a copy of the organisational document with information on requirements for sustainability that you reviewed as supplementary evidence for this task. This document will also be used in Workplace Project Task 5 and Workplace Project Task 6.
You must also submit organisational documents with information on your organisation’s sustainability requirements
Organisational documents can include:
 Policies and procedures
 Sustainability development checklists
 Sustainability plans
 
Task 4: Communicate Decision-Making Processes

ASSESSMENT INSTRUCTIONS

Your assessor will observe you as you communicate decision-making processes developed in Workplace Project Task 3 to at least two team members.
You will be assessed on your practical skills to:
 Communicate decision-making processes to at least two team members
During the communication, you must:
o Discuss each set of procedures outlined for decision-making processes developed in Workplace Project Task 3
o Encourage team members to participate in the implementation of decision-making processes
o Use structure and language appropriate to your audience
o Use active questioning and listening to confirm understanding of information presented
Before communicating with your team members, review the decision-making processes developed in Workplace Project Task 3.
Review Workplace Project Task 4 – Observation Form before starting this task. This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.
 
Task 5: Develop Strategies for Continuous Improvement

ASSESSMENT INSTRUCTIONS

This task will require you to develop continuous improvement strategies to address improvement needs and opportunities identified in Workplace Project Task 2.
To complete this task, you must:
 Review the following:
o The following information from your workplace/organisation:
• Existing key performance indicators
• Business objectives
o The following information identified in Workplace Project Task 2
• Improvement needs
• Improvement opportunities
o Your organisation’s requirements for sustainability identified in Workplace Project Task 3
This will require you to review the organisational document submitted as supplementary evidence in Workplace Project Task 3.
 Develop at least two continuous improvement strategies to address the improvement needs and opportunities
This must include the following information:
o Scope of continuous improvement
o Continuous improvement objectives
o General strategies for continuous improvement
 
o Key performance indicators
o Action items for each of the following:
• Coaching
• Mentoring
• Providing additional support
• Implementing continuous improvement systems and processes
Continuous improvement strategies developed must adhere to organisational sustainability requirements.
Review the Workplace Project Task 4 – Assessor’s Checklist before starting this task. This form outlines the following:
 Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task
 All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment
You assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
Review the template you will use to complete this task. Discuss with your assessor to ensure that the template from your workplace/organisation covers all requirements that apply to this task.
After completing this task, submit your developed continuous improvement strategies.
This can include:
 Continuous improvement plan
 Continuous improvement policies and procedures
 Continuous improvement register
You must also submit the organisational documents accessed with information relevant to your organisation’s key performance indicators and business objectives.
 
Task 6: Develop Knowledge Management Systems

ASSESSMENT INSTRUCTIONS

This task will require you to develop knowledge management systems that will capture your team’s progress, insights and experiences.
To complete this task, you must:
 Review the following information:
o Tools for record-keeping used in your organisation as identified in Workplace Project Task 1
o Your organisation’s requirements for sustainability
This will require you to review the organisational document submitted as supplementary evidence in Workplace Project Task 3.
 Develop new knowledge management systems for assisting continuous improvement in your workplace/organisation
Knowledge management systems must:
o Capture the following information about your team:
• Progress
This refers to the extent of completion of the tasks and projects assigned to the team.
• Insights
This refers to the team’s opinions, feedback and inputs regarding specific topics within the workplace/organisation.
• Experiences
This refers to the knowledge and skills that each team member and the team as a whole can contribute to the workplace/organisation’s efforts.
 
o Include the following information:
• Goals for record-keeping
• Procedures to:

• Gather relevant information
• Maintain relevant information
  • Tools for record-keeping
  o Adhere to organisational sustainability requirements
  Review the Workplace Project Task 6 – Assessor’s Checklist before starting this task. This form outlines the following:
   Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task
   All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment
  You assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
  Review the template you will use to complete this task. Discuss with your assessor to ensure that the template from your workplace/organisation covers all requirements that apply to this task.
  After completing this task, submit your developed knowledge management systems.
  This can include:
   Customer relationship management plan
   Human resources policies and procedures
   Work health and safety management plan
   
  Task 7: Develop Processes to Ensure Communication of Continuous Improvement Outcomes

ASSESSMENT INSTRUCTIONS

This task will require you to develop processes to ensure team members are informed about continuous improvement outcomes.
To complete this task, you must:
 Develop processes to communicate continuous improvement outcomes to team members
This must include:
o Tools to communicate continuous improvement outcomes
o Procedures to communicate continuous improvement outcomes
Review the Workplace Project Task 7 – Assessor’s Checklist before starting this task. This form outlines the following:
 Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task
 All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment
You assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
Review the template you will use to complete this task. Discuss with your assessor to ensure that the template from your workplace/organisation covers all requirements that apply to this task.
After completing this task, submit the developed processes to communicate continuous improvement outcomes.
This can include:
 Continuous improvement plans
 Organisational policies and procedures
 
Task 8: Support Individuals and Teams

ASSESSMENT INSTRUCTIONS

This task will require you to provide support to your work team and at least two team members to implement and support continuous improvement systems and processes.
Continuous improvement systems and processes can refer to either of the following:
 The following continuous improvement systems and processes developed in this assessment:
o Decision-making processes from Workplace Project Task 3
o Continuous improvement strategies from Workplace Project Task 5
o Knowledge management systems from Workplace Project Task 6
 Existing continuous improvement systems and processes in your workplace/organisation
To complete this task, you must:
 Review the continuous improvement strategies that you will implement to support your team
This can refer to either of the following:
o Continuous improvement strategies developed in Workplace Project Task 5
o Existing continuous improvement strategies in your workplace/organisation
 Implement the action plan for the following outlined in your continuous improvement strategies:
o Coaching for your team as a whole to:
• Implement continuous improvement systems and processes
• Support continuous improvement systems and processes
o Mentoring for at least two team members to:
• Implement continuous improvement systems and processes
• Support continuous improvement systems and processes
o Additional support required by team members
 Update your continuous improvement strategies based on the outcomes of your implementation
 
Review the Workplace Project Task 8 – Assessor’s Checklist before starting this task. This form outlines the following:
 Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task
 All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment
You assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
After completing this task, you must submit an updated continuous improvement strategies document.
You must also submit at least one evidence for each of the following:
 Providing coaching to the team as a whole
 Providing mentoring to at least two team members
 Providing additional support required by team members
Evidence can include:
 Photos of team receiving support
 Certification showing support provided
 Video recording of support provided
IMPORTANT:
If you use existing continuous improvement systems and processes in your workplace/organisation, you must submit at least one organisational document relevant to each of the following:
 Decision-making processes
 Strategies for continuous improvement
 Knowledge management systems
 
Task 9: Ensure Progress, Insights and Experiences are Captured and Accessible

ASSESSMENT INSTRUCTIONS

This task will require you to ensure that your team’s progress, insights and experiences are captured and accessible using knowledge management systems.
This can refer to:
 Knowledge management systems developed in Workplace Project Task 6
 Existing knowledge management systems used in your organisation.
To complete this task, you must:
 Review the knowledge management system that was used to record the following relevant information about your team:
o Progress
This refers to the extent of completion of the tasks and projects assigned to the team.
o Insights
This refers to the team’s opinions, feedback and inputs regarding specific topics within the workplace/organisation.
o Experiences
This refers to the knowledge and skills that each team member and the team as a whole can contribute to the workplace/organisation’s efforts.
 Ensure that relevant information is recorded according to the knowledge management system
 Implement processes to communicate continuous improvement outcomes developed in Workplace Project Task 7
This is to check that relevant stakeholders can access information about your team using the knowledge management system
Relevant stakeholders refer to individuals or groups that require information on your team’s progress, insights and experiences.
 
Review Workplace Project Task 9 – Assessor’s Checklist before starting this task. This form outlines the following:
 Resources you are required to access to complete the task.
 All criteria your submission must address to satisfactorily complete this task.
You assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
Submit the following to your assessor:
 At least one evidence showing that each of the following information about your team has been recorded in the knowledge management system:
o Progress
o Insights
o Experiences
 At least one evidence showing that relevant stakeholders can access each of the following information about your team from the knowledge management system:
o Progress
o Insights
o Experiences
Evidence can include:
o Screenshots of the knowledge management system used
o Video recording of the knowledge management system being used
IMPORTANT:
If the knowledge management system used in this task is different to the knowledge management system developed in Workplace Project Task 6, submit organisational documents with information on the knowledge management system as supplementary evidence for this task.
 
Task 10: Identify and Evaluate Improvements to Planning and Operations

ASSESSMENT INSTRUCTIONS

This task will require you to identify and evaluate improvements to continuous improvement planning and operations.
Continuous improvement planning and operations can refer either of the following:
 The development and implementation of continuous improvement systems and processes conducted in this practical assessment
 The development and implementation of existing continuous improvement systems and processes in your workplace/organisation within your assessment period
To complete this task, you must:
 Review the development and implementation of continuous improvement systems and processes
 Determine recommendations for the improvement of the development and management of continuous improvement systems and processes
This must include:
o Identifying at least two ways to improve each of the following:
• Development of any of the following:

• Decision-making processes
• Continuous improvement strategies
• Knowledge management systems
  • Implementation of any of the following:
• Decision-making processes
• Continuous improvement strategies
• Knowledge management systems
   
  o Evaluation of each identified way to determine at least one recommendation for improvement for each of the following:
  • Development of any of the following:
• Decision-making processes
• Continuous improvement strategies
• Knowledge management systems
  • Implementation of any of the following:
• Decision-making processes
• Continuous improvement strategies
• Knowledge management systems
   Update your continuous improvement strategies based on the identified recommendations for improvement
  Continuous improvement strategies can refer to:
  o Continuous improvement strategies developed in Workplace Project Task 5
  o Existing continuous improvement strategies in your workplace/organisation
  Review Workplace Project Task 10 – Assessor’s Checklist before starting this task. This form outlines the following:
   Resources you are required to access to complete the task. Discuss these resources with your assessor prior to starting this task
   All criteria your submission must address to satisfactorily complete this task. You assessor will also discuss with you the criteria outlined in this form prior to the assessment
  You assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
   
  Review the template you will use to complete this task. Discuss with your assessor to ensure that the template from your workplace/organisation covers all requirements that apply to this task.
  After completing this task, submit the following to your assessor:
   Recommendations for improvement
  This can include:
  o Continuous improvement register
  o SWOT analysis
   Updated continuous improvement strategies
  IMPORTANT:
  If you refer to the development and implementation of existing continuous improvement systems and processes in your workplace/organisation, you must submit organisational documents relevant to their development and implementation. This must include a copy of the continuous improvement strategies before they were updated.
   
  Task 11: Recommend Improvements to Planning and Operations

ASSESSMENT INSTRUCTIONS

Your assessor will observe you as you recommend improvements to planning and operations to at least two relevant stakeholders.
Relevant stakeholders refer to individuals/groups who will be directly impacted by the changes to continuous improvement planning and operations.
You will be assessed on your practical skills to:
 Communicate recommendations for improvements to continuous improvement planning and operations identified in Workplace Project Task 10
During the communication, you must:
o Discuss each recommendation for improvement for each of the following:
• Development of any of the following:

• Decision-making processes
• Continuous improvement strategies
• Knowledge management systems
  • Implementation of any of the following:
• Decision-making processes
• Continuous improvement strategies
• Knowledge management systems
  o Discuss changes made to continuous improvement strategies updated in Workplace Project Task 10
   Use structure and language appropriate to your audience
   Use active questioning and listening to confirm understanding of information presented
  Before communicating with at least two relevant stakeholders, review the following documents submitted in Workplace Project Task 10:
   Recommendations for improvement
   Updated continuous improvement strategies
  Review Workplace Project Task 11 – Observation Form before starting this task. This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.
   
  Task 12: Seek Feedback on Continuous Improvement Systems and Processes

ASSESSMENT INSTRUCTIONS

Your assessor will observe you as you consult at least two clients to identify improvements on continuous improvement systems and processes.
Continuous improvement systems and processes can refer to either of the following:
 The following continuous improvement systems and processes developed in this assessment:
o Decision-making processes from Workplace Project Task 3
o Strategies for continuous improvement from Workplace Project Task 5
o Knowledge management systems from Workplace Project Task 6
 Existing continuous improvement systems and processes in your workplace/organisation
You will be assessed on your practical skills to:
 Identify at least one area of improvement for the following from each client’s feedback:
o Decision-making processes
o Continuous improvement strategies
o Knowledge management systems
Areas of improvement refer to procedures, action items or other parts of a system or process that must be modified or adapted to ensure efficiency, accuracy and sustainability.
 Identify at least two other areas of improvement for the following:
o Decision-making processes
o Continuous improvement strategies
o Knowledge management systems
Identified areas of improvement must be different from those identified in clients’ feedback
 Use structure and language appropriate to your audience
 Use active questioning and listening to confirm understanding of information presented
Before seeking feedback from clients, review the continuous improvement systems and processes that you will seek feedback for.
Review Workplace Project Task 12 – Observation Form before starting this task. This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.
 

Learner Assessment Pack
Assessment Workbook Checklist

 
Assessment Workbook Checklist
Instructions:
Your assessor will review your submissions against the checklist below. This section is to be completed by your assessor.

The learner has completed the Short Answer Questions in this workbook 
Short Answer Questions •
The learner has completed the Practical Assessments in this workbook and has submitted all the required evidence: 
Workplace Project Assessment
Task 1: Identify Current Continuous Improvement Systems and Processes
Completed Workplace Requirements table •
Copy of organisational documents relevant to each of the following: •
a. Decision-making processes
Specify evidence submitted:
•
b. Strategies for continuous improvement
Specify evidence submitted:
•
c. Knowledge management systems
Specify evidence submitted:
•
 
Task 2: Identify and Define Continuous Improvement Needs and Opportunities
Completed SWOT Analysis table •
Task 3: Develop Decision-Making Processes for Continuous Improvement
Decision-making processes
Specify evidence submitted:
•
Copy of organisational document with information on requirements for sustainability
Specify evidence submitted:
•
Task 4: Communicate Decision-Making Processes
Video recording of the presentation
Only if direct observation is not possible. •
Task 5: Develop Strategies for Continuous Improvement
Continuous improvement strategies
Specify evidence submitted:
•
Task 6: Develop Knowledge Management Systems
Knowledge management systems
Specify evidence submitted:
•
Task 7: Develop Processes to Ensure Communication of Continuous Improvement Outcomes
Processes to communicate continuous improvement outcomes
Specify evidence submitted:
•
 
Task 8: Support Individuals and Teams
Evidence of providing coaching to the team as a whole
Specify evidence submitted:
•
Evidence of providing mentoring to at least two team members
Specify evidence submitted:
•
Evidence of providing additional support required by team members
Specify evidence submitted:
•
Updated continuous improvement strategies
Specify evidence submitted:
•
Task 9: Ensure Progress, Insights and Experiences are Captured and Accessible
Evidence showing that each of the following information about learner’s team has been recorded in the knowledge management system: •
a. Progress
Specify evidence submitted:
•
b. Insights
Specify evidence submitted:
•
c. Experiences
Specify evidence submitted:
•
 
Evidence showing that relevant stakeholders can access each of the following information about learner’s team from the knowledge management system: •
a. Progress
Specify evidence submitted:
•
b. Insights
Specify evidence submitted:
•
c. Experiences
Specify evidence submitted:
•
Task 10: Identify and Evaluate Improvements to Planning and Operations

Recommendations for improvement
Specify evidence submitted:
•
Updated continuous improvement strategies
Specify evidence submitted:
•
Task 11: Recommend Improvements to Planning and Operations
Video recording of the presentation
Only if direct observation is not possible. •
Task 12: Seek Feedback on Continuous Improvement Systems and Processes
Video recording of the presentation
Only if direct observation is not possible. •
 

Learner Assessment Pack
Recording

 
Record of Assessment
Instructions:
This section is to be completed by your assessor.

Assessment Details
Learner
Course Code
Unit of Competency BSBSTR502 – Facilitate continuous improvement
Assessor Name
RTO
 
Assessment Activity Satisfactory Needs more evidence
Short Answer Questions
Short Answer Question 1 • •
Short Answer Question 2 • •
Short Answer Question 3 • •
Short Answer Question 4 • •
Workplace Project Assessment
Task 1: Identify Current Continuous Improvement Systems and Processes • •
Task 2: Identify and Define Continuous Improvement Needs and Opportunities • •
Task 3: Develop Decision-Making Processes • •
Task 4: Communicate Decision-Making Processes • •
Task 5: Develop Strategies for Continuous Improvement • •
Task 6: Develop Knowledge Management Systems • •
Task 7: Develop Processes to Inform Team Members about Outcomes • •
Task 8: Coach Team Members to Implement and Support Systems and Processes • •
Task 9: Ensure Progress, Insights and Experiences are Captured and Accessible • •
Task 10: Identify and Evaluate Improvements to Planning and Operations • •
Task 11: Recommend Improvements to Planning and Operations • •
Task 12: Seek Feedback on Continuous Improvement Systems and Processes • •
 
Context Details Satisfactory Needs more evidence
• •
• •
• •
• •
• •
• •

Supervisor/Observer Verification Log
Supervisor/Observer Name Role in the Assessment Contact Details Date of Contact Supervisor/Observer verifies the learner’s submissions
• Yes • No
• Yes • No
• Yes • No
• Yes • No

 
Assessor’s Comments
Remarks/feedback
Details of further evidence required

Please tick the appropriate box. Yes No
Comments and further action required are noted in the Learner Assessment Pack • •
Results discussed and agreed to by the learner
You have the right to appeal the outcome of your assessment. • •
The Learner is • Competent
• Not Yet Competent
Assessor’s signature Date signed

I further confirm that I have verified the learner’s submissions by contacting the learner’s supervisor and/or observer whose names appear in the Supervisor/Observer Verification Log above.
After reassessment, the Learner is: • Competent • Not Yet Competent
Assessor’s signature Date signed

 
Learner’s Comments

The signature confirms that I have submitted all my own work, and agree with the assessment decision and feedback.
Learner’s signature Date signed

End of Document

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