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22/08/2022
Part A: Plan and participate in a continuous improvement session (role-play)
1.Review the following scenario:
You are a continuous improvement consultant. Australian Hardware has contracted you to analyse the business in order to propose a continuous process improvement approach, including systems and processes to improve quality and performance in a number of areas.
The approach will be used across the business, including application to areas such as:
sustainability across the organisation
revenue per customer interaction
operational costs
customer service satisfaction across product areas such as timber, plumbing and electrical, garden products, hardware, tools and homewares
delivery lead times for customers.
You intend to trial your proposed quality systems and processes at the Wollongong store. As part of this trial, you intend to facilitate a continuous improvement session with a product area team to identify areas of possible improvement.
Depending on the continuous improvement approach you selected in Assessment
Task 1, you will use an appropriate tool to identify, for example, issues, root causes, or possible solutions. Follow procedures for conducting such sessions, including recording outcomes for later communication to stakeholders in the relevant process.
During the session, you will need to help the team to look at performance issues and coach the team to identify improvements to feed back into future planning.
After you run the session, you will need to reflect on the session, the session outcomes and your process of learning through interacting with the team.
Also, after the session, you will need to follow communication processes you developed in Assessment Task 1 to communicate outcomes to the team and relevant stakeholders.
2.Plan your facilitation of the continuous improvement session.
3.Talk to you assessor, who will provide you with a team scenario and coordinate team allocations.
4.Conduct the continuous improvement session as per the procedure you developed for Assessment Task 1. Ensure you coach the team effectively:
a.Explain the purpose of the session. Refer to performance information and relate the session to business operations and organisational/team goals. Consider defining the purpose and what it means
b.Keep the session positive and build enthusiasm for the process. It is important to consider who our audience is and how they will respond.
c.Seek input for improvements using an appropriate tool and record the outcomes.
d.Conduct session in accordance with relevant legislation, for example, safely in accordance with WHS legislation and in a non-discriminatory manner.
e.Conduct the role-play in accordance with the deliverables and quality specifications outlined below.
Part B: Follow-up communications
1.Develop a document or set of related documents to evidence following up from the session to communicate outcomes to relevant stakeholders. For example, you may create, depending on communication processes and strategies developed in Assessment Task 1:
a.an email to the team or relevant management group or supplier
b.a document, such as a flow chart, to be uploaded to the organisational intranet.
2.Submit your follow-up communications documentation in accordance with the deliverables and quality specifications outlined below.
Part C: Written reflection
1.Prepare a written reflection. Ensure you include:
a.A description of the planning process you undertook to run the session and follow-up communication, including reference to the procedures followed, such as for running the session and communicating to the team.
b.A discussion of how such a planning process should lead to effective knowledge management and incorporation of improvement into organisational future planning.
c.A reflection on what you learned through the process of planning and running the session. What did you learn through running a team session and using CI facilitation tools that you couldnt have learned as effectively through individual work?
d.A reflection on your own role as a facilitator of CI through effective planning, implementation, monitoring and taking action to effect improvements.
2.Submit your reflection in accordance with the deliverables and quality specifications outlined below.
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