Diploma Leadership and Management BSB 51918  BSBMGT516 Facilitate Continuous Improvement (CI)




You are the Team Manager at your company and you are responsible to manage the performance of our team who report directly to you. You are responsible for the planning, directing and overseeing the operations of your department. You lead a dynamic team, who appreciate your ability to coach and mentor and your ability to empower them to take responsibility for their jobs and goals. You delegate responsibility, expect accountability and regular feedback. You also are good at providing solutions to problems that others have not been able to solve.


You have been promoted to Manager and your new role has the following responsibilities:


·       You will be required to lead and manage continuous improvement (CI) systems and processes and analyse the information obtained from monitoring and adjusting performance strategies to manage further improvement in the future

·       You will be required to develop strategies to ensure that the team members are supported and encouraged to take part in the decision making process and exercise initiative

·       You will need to establish systems to ensure that continuous improvement (CI) processes are communicated to your team and ensure that these meet sustainability requirements

·       You will be required to plan effective mentoring and coaching processes to ensure that your team implement and support the CI processes and ensure that information from these processes are captured and accessible to the whole team

·       You will be required to identify and implement strategies to monitor operational progress and identify ways that this can be improved and communicate the outcomes of CI to your team

·       Part of your responsibilities will be to communicate different  strategies to relevant stakeholders

·       Your proven experience as a business manager will require you record the work performance of your team to identify further opportunities for improvement and incorporate this in future planning

As the company is growing at a rapid rate, there have been many changes that the team members had to endure. Your ability as an effective manager has seen your team adapt well and cope with these changes, but there have been some areas of concern. The senior manager has approached you and asked you to implement a CI strategy that will enhance the future business requirements.


 Project Report  BSBMGT516 – Facilitate Continuous Improvement

You may be required to do further research to answer the questions. Research answers online or using the Leadership and Management books available at Meridian Vocational College. This assessment is in digital format.


Ensure your work is referenced to prevent plagiarism. For more information on plagiarism and referencing, refer to the Client/Student Handbook.

 PART 1: Introduction into the organisation

You are required to gather information the following information about an organisation/business you are familiar with: Use the template provided below.

Information about the company:

a.     Name of the companyWesfarmers Limited
b.     Industry in which the company operatesConglomerate
c.      Address and contact details of the companyWesfarmers Limited

Level 14, Brookfield Place Tower 2

123 St Georges Terrace

Perth 6000, Western Australia

d.     Brief overview of the company and your responsibilitiesWesfarmers Limited is an Australian conglomerate, headquartered in Perth, Western Australia, with interests predominantly in Australian and New Zealand retail, chemicals, fertilisers, coal mining and industrial and safety products. With AU$65.98 billion in the 2016 financial year, it is the largest Australian company by revenue, overtaking Woolworths and BHP. In this company, I am working as a team manager and my responsibilities are:

·       Resolve Issues and Roadblocks

·       Ensure Smooth Operations

·       Provide Knowledge and Training

·       Build Camaraderie Among the Team

·       Strong leadership skills

·       Monitoring team performance to ensure objectives are met

e.     A company chart showing key departments and positions
f.      Departmental chart showing key positions and team details

 PART 2:         Theoretical Concepts

You are required to answer the following questions.

  1. Research and develop 3 strategies that can be used to actively encourage and support team members to participate in the decision making process, take responsibility and exercise initiative.


1.Form a committee
2.Suggestion box
3.Let them choose their training


  1. Research and explain 8 tools that can be used to ensure that your team is encouraged to participate in the Continuous Improvement process.
1Communicate your process improvement initiatives
2Recognize the efforts of your process heroes
3Upskill your employees
4Promote having fun
5Lead from the front
6Encourage collaboration
7Integrate into business as usual
8Make staff accountable


  1. What does the term foundering mean and how can this be prevented from happening in your meeting with your team members? Provide an explanation in your own words. Your answer should be 50 words.

Foundering is described as the kind of fraud within the organization and done by the employees. In addition, it is defined that the term foundering can be prevented under the organization by preparing the strict rules and organizational regulations. Similarly, continuous monitoring should also be conducted within the organization on its employee’s activities.


  1. Explain the 6 HAT thinking problem solving technique/method.
White HatInformation: consider only information that is available, what are the facts?
Red HatEmotions: intuitive reactions or expressions of feelings (but no justification required).
Black HatJudgement: logic applied to identification of mistakes or  barriers, looking for a mismatch.
Yellow HatPositive view: logic applied to the identification of opportunities, looking for harmony.
Green HatCreativity: statements of provocation and investigation, hearing what an idea is about.
Blue HatThinking: thinking about thinking.


  1. How can you overcome the resistance to change during the continuous improvement process? Explain what the common reasons for resistance are and ways that this resistance can be overcome.
Common reasons for resistance·       Loss of status or job security in the organization.

·       Poorly aligned (non-reinforcing) reward systems

·       Surprise and fear of the unknown

·       Peer pressure

·       Climate of mistrust

·       Organizational politics

·       Fear of failure

Overcoming resistance·       Structure the team to maximize its potential

·       Set challenging, achievable and engaging targets

·       Resolve conflicts quickly and effectively

·       Show passion

·       Be persuasive

·       Empower innovation and creativity

·       Remain positive and supportive


  1. Explain 2 systems and procedures which can support continuous improvement to ensure that the CI process will be communicated to stakeholders.
·       Choose small manageable improvements. Big goals are not great motivators.

·       Always ask for feedback. Asking for feedback is an incredibly important way to improve.


  1. Choose an organisation with which you are familiar from Part 1—either as a current or previous employee or as a customer. Consider what can and should be done to improve customer service in the organisation and develop 3 strategies to improve this customer service. Answering the following questions. (Please note that the point of continuous improvement is that everything can be improved—regardless of how good you think the current situation is.)

Complete the template below and answer the following questions:

Describe the current customer service situation

(75-100 words)

Within the selected organization, it is finalized that organization is unable to provide effective customer services under the organization because its employees are incompetent to resolve the customer’s query in effective manner. Similarly, employees are also incapable to perform their tasks in effective manner in which they need to behave politely with its customers but they do not listen to their customers. In addition, the delivery services are also not good as the delivery staff make the delay when deliver the products to the customers.
What  3 strategies would you develop to improve customer service?

(50-75 words each

1. Practice Active Listening
2. Learn to Empathize With Your Customers
3. Use Positive Language
Explain 3 benefits of the strategy  (75 words)Increased sales – more likely to try out other products/services too.

Customer loyalty –more likely to be a source of repeat business and to recommend the business to friends and family.


Enhanced public image – helps build a brand and provides protection if there is a slip-up in customer service.


Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations. A positive public image will generate more sales by attracting new customers.

Explain the disadvantages if the strategy is not implemented

(50-75 words)

If the organization does not adopt the customer service strategy, then it is not possible for the organization to cope up with the customer’s complaints and it is also unable to make its customers more satisfied. Apart from this, if the customer service improvement strategies are not adopted by the organization then organization is not capable to increase its sale of its products and services.



PART 3: Organisational Context

You are the Manager of an organisation that will be implementing a new continuous improvement program. You must familiarise your staff with the CI process.

  1. In your own words, explain how managers can closely monitor operational progress and identify areas in need of improvement. Your response must be approximately 200 words in length.


Continually monitoring and looking for ways to improve workplace operations can help an organization stay on financial track and keep delivering top quality products and services. You need to monitor workplace operations so you can develop strategies to improve procedures and protocols. As a business scales up in sales or in size, the task of monitoring becomes more important and complicated.

Monitoring operations requires management oversight, employee feedback and customer reviews. It can help provide specific directions for employees, which can lead to improved time management and increased productivity.

·       Measurement of the operative performance

·       Implement operational process improvements

·       Collect relevant data

·       Analyse all collected information

·       Engage your employees

·       Establish communication channels and strategies

·       Implement new protocols and workflows


Sometimes, improving workflow changes is easier than at other times. If inventory issues exist, managers need to make arrangements with suppliers or find new ones that can handle the demand.

The key to monitor work operations and to develope an excellent performance management model according to the company’s objectives is to get constant feedback from your employees and customers.

We are in 2018, when technology and digital transformation are tools that allow us to advance every day using automated services that streamline processes, improve the results in companies and the performance of employees.


  1. Discuss the four steps (4) of the monitoring process. 
1.Step 1: Designing an Efficient Plan For Monitoring.
2.Step 2: Designing Effective Report Management Mechanism
3.Step 3: Recommendations For Project Improvement
4. Step 4: Ensuring Guidelines And Recommendations Are Followed Accordingly


  1. Name three (3) ways to communicate the continuous improvement processes and outcomes to stakeholders. 
1.Be clear and honest about what’s changing and why
2.Consider the emotional impact of the change
3.Tell employees what’s in it for them


  1. How can the insights, ideas and experiences of managers from various business activities be captured, through the management system? Your response must be approximately 80 words in length. 
By adopting an effective management system, the insights, ideas and experience related to the managers from the various business activities can be captured within the organization because the management in the organization uses the different type of strategies and techniques that are effective for it to get the different type of the information and the experiences from the manager so that organizational employees can be capable to give the important points that are effective for them while accomplishing their tasks.


  1. Provide a detailed explanation of how continuous improvement systems and processes impact on the following business areas:
  • Knowledge management
  • Quality
  • Performance management
  • Sustainability

Your response must be approximately 500 words in length. Use the template below for your answers.



Knowledge management


Knowledge management is the systematic management of an organization’s knowledge assets for the purpose of creating value and meeting tactical & strategic requirements; it consists of the initiatives, processes, strategies, and systems that sustain and enhance the storage, assessment, sharing, refinement, and creation of knowledge. Knowledge management enables individuals to stimulate innovation and the cultural changes needed to evolve the organization and meet changing business needs. With faster access to information and resources across the organization, knowledge workers can act quickly.

Knowledge retrieval is a decisive part of the performance of a knowledge management system. In order to enhance retrieval accuracy, an effective performance evaluation mechanism is necessary. Nowadays, there is not a standard evaluation framework for knowledge retrieval evaluation, because the evaluation set up is still technology-dependent, focusing on specific elements of the search context.





As the name suggests, 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.

As with any new process, it can be daunting to think about implementing an unfamiliar methodology. In this case, it is more about shifting the mindset rather than adding a process that people need to learn. 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’s already being done. Below are some common benefits that have been gained as a result:

·       Improved product quality

·       Increased efficiency and productivity

·       Decreased cost

·       Reduced waste



Performance management


With­out, per­for­mance man­age­ment is expe­ri­enc­ing a rev­o­lu­tion. Com­pa­nies are re-eval­u­at­ing how they con­duct per­for­mance dis­cus­sions, their atti­tude toward Objec­tives and Key Results (OKRs) and how the annu­al appraisal process has impact­ed employ­ee engage­ment and com­pa­ny culture.

Ideally, a performance management system is so well-integrated with the day-to-day operations and planning of an organization that it becomes an ongoing part of the organizational culture. It is possible to reach a state of performance management in which all of the components of the Performance Management Framework — visible leadership, performance standards, performance measures, reporting progress, and quality improvement (QI) — are working in harmony as the organization continues to evolve.

Because the success of a performance management system depends on the continual examination of standards, measures, reporting, and QI efforts, successful performance management does not have an end point.






Sustainable Continuous Improvement is the creation of systems that identifies opportunities to develop the organisation, and also enable people at all organisational levels to improve the processes and systems they are involved in.

Most business leaders would probably agree that achieving real bottom line improvements, whether in cost savings or improved revenues, is critical to business sustainability.  These same executives might further comment that the concept of business sustainability is not new, and in fact, has been around for a long time.  As sustainability consultant, we agree that maintaining business operations has always been the goal of business.




  1. Name ten (10) key drivers of sustainable practices.


1Reputation and brand strength
2Competitive advantage and productivity
3Improved shareholder value
4Operational efficiency
5Financial efficiency
6Improved human and intellectual capital
7Engage all stakeholders
8Tie sustainability to profit
9Measure, monitor and review
10Invest in the future


  1. List and discuss five benefits of sustainable business practices.


Practice Describes
Enhanced Brand and Increase Competitive AdvantageThe Natural Marketing Institute (NMI) has found in their consumer research that knowing a company is mindful of its impact on the environment and society makes consumers more likely to buy their products or services.
Increase Productivity and Reduced CostsThrough development of more sustainable business practices, efficiency in operations will increase. With better use and conservation of resources, operations will be streamlined and costs will decrease.
Improve Financial and Investment OpportunityFinancial and investment analysts have recognized companies who have developed sustainability plans with regards to energy efficiency and reduction of environmental impact as an important evaluator criterion.
Minimize Carbon Risk and Improve Energy EfficiencyIn Allianz Risk Barometer report on ‘The Top 10 Business Risks ‘ they highlight increase in natural catastrophes (due to climate change) which disrupt business as one of the top four business risks.
Increase Employee Retention and RecruitmentEmployees want to work with companies who are ‘doing the right thing’ and being proactive with corporate environmental and social programs.


  1. Documentation about team performance is often used to identify further opportunities for improvement. Research and list three (3) ways on how to document team performance.


1.     Using Detailed and Precise Documentation
2.     Giving Effective Feedback
3.     Conveying Clear Goals and Standards

Part 4: Practical Assessment


  • Read the Sustainability Plan of Multichoice below and develop an effective continuous improvement waste management strategy for the company using the template below. The strategy must include information on:
  • How you would encourage staff participation in decision making processes, allow them to take responsibility and exercise initiative in this sustainability plan
  • What systems you would use to communicate the new CI plan to stakeholders
  • How would the CI processes meet the following sustainability requirements:
  1. Avoid and minimise resource wastage
  2. Recycling and disposal options
  • How would you ensure that the insights, ideas and information from this sustainability exercise will be documented and recorded and be accessible to all staff through knowledge management systems
Mulitichoice Sustainability plan


Environmental / resource impacts

Multichoice packaging and waste may impact the environment.


Community impact and engagement

A key component of the Multichoice marketing strategy is to communicate our commitment to the environment and community. Multichoice will engage with the community through our website and Facebook campaigns to raise awareness and seek feedback.



Risks include high cost of sustainable packaging and potential opportunity cost of environmental practices such as energy reduction. Staff may also be unaware of Multichoice strategic directions and may need additional training.



Multichoice will conduct monthly environmental audits and review. Multichoice will also seek community engagement and feedback through media channels such as our website and Facebook page.


Action plan

Sustainability milestone/ activityTargetTarget date
Reduce water consumption20% reduction2018
Reduce energy consumption10% reduction2018
Improve recycle and disposal options20% increaseAugust 2018
Complete environmental training (integrated with Multichoice policies and strategic directions)September 2018
Conduct environmental review of suppliersAugust 2018
Conduct survey of market environmental concerns via internet and social media2000 respondentsAugust 2018



 Your response must be approximately 200 words in length.

Template: Continuous improvement Strategy

CI Waste Management StrategyThe CI Waste management strategy is the precise name for the collection, transportation, disposal or recycling and monitoring of waste. This term is assigned to the material, waste material that is produced through human being activity. This material is managed to avoid its adverse effect over human health and environment.




How you would encourage staff participation in decision making processes, allow them to take responsibility and exercise initiative in this sustainability plan·       Form a committee.

·       Suggestion box

·       Offer choices

·       Let them choose their training

·       Remove set work hours


Which systems you would establish and use to communicate the new CI plan to stakeholdersHere are a few suggestions to help you communicate your CI model throughout your organization:

·       Consider the Presentation

·       Consider the Terminology

·       Consider the Audience


How would the CI processes meet the following sustainability requirements:

a. Avoid and minimise resource wastage

b. Recycling and disposal options

Avoid and minimise resource wastage:

·       Make the suggestion process as simple as possible.

·       Engage staff in the solution

·       Make the process public to increase accountability

·       Celebrate Wins

Recycling and disposal options:

·       Know what your waste is

·       Separate the different types of waste

·       Introduce a waste reduction program

·       Review your products

·       Buy green goods

How would you ensure that the insights and information from this sustainability exercise will be captured and accessible to all staff through knowledge management systemsWith the help of monitoring process, it can be ensured that the insights and information from this sustainability exercise will be captured and accessible to all staff through knowledge management systems.


  • Develop a mentoring and coaching plan for the staff to ensure that they understand how to implement and support the Multichoice sustainability CI process.

Coaching/mentoring plan template:

Coaching Plan
Employee Name : Oliver



Manager Name: Jack                                         Date: 01/11/2019
Employee responsibilitiesManager responsibilities
Development areas


ActivitySuccess measuresActivitiesTarget dates
Customer ServiceUse Positive LanguageManagement by objectivesCommunicate Clearly01/11/2019
ListeningEliminate distractionsUse rating scalesPut away emotions and judgments10/11/2019
Interpersonal CommunicationCultivate a positive outlookTrack digital trailsAcknowledge others’ expertise20/11/2019
CooperationTeamwork must become part of your cultureTeam performanceClarifying roles and setting expectations30/11/2019
Written CommunicationBe straightforwardExternal evaluatorsPractice makes perfect.10/12/2019
Accepting Feedback & Constructive CriticismListen for UnderstandingFocus on performanceAsk Questions to Deconstruct the Feedback20/12/2019


  • Multichoice needs to monitor the operations progress to ensure that the sustainability plan is effective and increases profits and efficiency throughout the business.
  • Develop a strategy that will monitor the operations progress and help to identify ways to improve planning and operations. How can Multichoice communicate these strategies and future adjusted strategies to all relevant staff? Your answer must be about 200 words in length.
Monitoring operations requires management oversight, employee feedback and customer reviews. It can help provide specific directions for employees, which can lead to improved time management and increased productivity.

Improving workplace operations requires analysing collected data to identify the underlying problems and to find resolutions and methods to deal with them. Here we outline few key steps to quality monitoring your business operations to ensure your organisation remains competitive.


1.     Measurement of the operative performance: To measure your company’s performance company in an effective way, you need to establish indicators that allow you to know the results and how to make the suitable adjustments when it is necessary.


2.     Implement operational process improvements: A results-oriented improvement plan focuses on improving cost, quality, service or speed.


3.     Collect relevant data: There are many ways to collect data via regular monitoring and surveying. Many businesses use a customer retention management (CRM) software.


4.     Analyse all collected information: As a business owner, you should look at data regularly to understand patterns and to look for anomalies.


5.     Engage your employees: Start by creating a workplace environment that accepts and embraces change. An open-door policy, fair and respectful treatment and open communications are some of the most important ingredients.


6.     Establish communication channels and strategies: IT managers and administrators must establish mechanisms to visualize the operational strategies within the organization and establish communication strategies that allow all the members of the company to easily know the results of each of the areas.


7.     Implement new protocols and workflows: Once the issue is identified in the existing process, it is imperative that the company take steps to improve workplace operations.



  • Research and establish 2 processes that would ensure that team members are informed of the outcomes of the continuous improvement efforts?

·       Encourage Open Communication

·       Schedule Annual Meetings



  • What areas for improvement should be considered in future planning regarding Multichoice’s sustainability plan?


·       Time Management

·       Organization

·       Interpersonal Communication

·       Customer Service

·       Conflict Resolution

·       Written Communication



4.3.4. How will the recording of team performance help to identify further CI opportunities at Multichoice? What process can be used for this?

Benefits of recording of team performance help to identify further CI opportunities at Multichoice:

·       Train staff, improve performance

·       Protect reputations, resolve disputes

·       Stay compliant

·       Protect from internal threats

·       Retrieve information quickly


Process of recording:


·       Evaluate your current performance appraisal process.

·       Identify organizational goals.

·       Set performance expectations.

·       Monitor and develop their performance throughout the year, one on one feedback is a great way to do this.

·       Evaluate their performance.

·       Set new performance expectations for the next year.


PART 5: Practical Assessment

5.1 Research and develop a continuous improvement policy for the Multichoice. This policy should help establish systems and processes for CI at Multichoice. Use the continuous improvement policy template below for your answer. The policy must contain information about the:

  • Policy purpose
  • Quality principles
  • Relevant stakeholders
  • Feedback to relevant parties
  • The evaluation process (including consultation meetings)
  • Record keeping
  • Legislative requirements
  • Auditing performance

Your policy must be approximately 1000 words in length.

Suggestion: Read the company document of the organisation that you are familiar with to gain insight into the current organisational goals, policies and procedures.


Policy purpose 

The key purpose of the development of the continuous improvement policy for the Multichoice is to help establish systems and processes for CI at Multichoice.


Quality principlesFor more than half a century, the International Standard for Organizations (ISO) has been developing standards to protect society from potential errors. It’s been 26 years since the introduction of the Quality Management System standards model, ISO 9001, specifically.

These principles were developed in the mid-1990s by a small group of experts who were familiar with the teachings and philosophies of the well-known quality gurus of the last century.

The eight principles are:

1.     Customer focus

2.     Leadership

3.     Involvement of people

4.     Process approach

5.     System approach to management

6.     Continuous improvement

7.     Factual approach to decision making

8.     Mutually beneficial supplier relationships


These principles form the conceptual foundation for the ISO portfolio of quality management standards and serve as the basis for the Good Manufacturing Practices (GMP), Good Clinical Practices (GCP), and Good Laboratory Practices (GLP) required by most government regulatory bodies. But these principles are not just the backbone of quality systems; they’re also simply good business principles to put into practice across an enterprise.

Relevant stakeholders·       Employees. The employees are the ones who create and deliver the products or services that the customers consume. If we lose or antagonize our best employees then customer service will suffer so we need to look after them.

·       Shareholders. The shareholders own the company. They might well have put forward the seed capital which we need to get started so their needs are important.

·       Suppliers, distributors and other business partners. We need to collaborate with our partners to run the business. Many have essential skills that we lack.

·       National Government and regulatory authorities.  These are less important stakeholders but we want to keep on the right side of them. We want to be compliant with regulations and avoid disputes and prosecutions.

·       Customers. Peter Drucker defined the purpose of a company as this; to create customers. Without customers the company cannot survive so in almost all situations the customer needs have to come first.

Feedback to relevant parties and the evaluation processFeedback to relevant parties:

Feedback is powerful as it helps people get on track, it serves as a guide to assist people to know how they and others perceive their performance. Feedback can also be very motivating and energizing. It has strong links to employee satisfaction and productivity.

Feedback provides a sense of engagement and interactivity, and allows learners to take ownership of their learning. Effective feedback shows learners their current level of performance, and lets them know what they need to do to reach a higher level.

Effective feedback, both positive and negative, is very helpful. Feedback is valuable information that will be used to make important decisions.

Top performing companies are top performing companies because they consistently search for ways to make their best even better. For top performing companies ‘continuous improvement’ is not just a showy catchphrase.

It’s a true focus based on feedback from across the entire organization – customers, clients, employees, suppliers, vendors, and stakeholders. Effective feedback has benefits for the giver, the receiver, and the wider organization. Here are five reasons why feedback is so important.

·       Feedback is always there

·       Feedback is effective listening

·       Feedback can motivate

·       Feedback can improve performance

·       Feedback is a tool for continued learning


Evaluation Process:

Feedback is powerful as it helps people get on track, it serves as a guide to assist people to know how they and others perceive their performance. Feedback can also be very motivating and energizing. It has strong links to employee satisfaction and productivity.

1.     Be clear about what is being evaluated: Before determining how to evaluate feedback, consider what you are evaluating. For example, if you are reviewing feedback on your sales techniques, think about what you need to do to be an effective salesperson. Consider that the feedback is being given to help you with your job/situation.

2.     Consider that the feedback is being given to help you with your job/situation: Often people become defensive when given feedback. Before reviewing the feedback, remember that the information is being given to assist you with your job or situation, and ready yourself to take a more pragmatic approach to what is being delivered.

3.     Review each feedback point and ask questions: If the evaluator is available, ask him or her to expand on the feedback. Ask for real-life examples or situations where feedback was warranted.

4.     Act on the feedback: If the feedback is coming from a credible source (e.g., boss or valued coworker), write down how you would like to apply the feedback to future situations and keep your list at your desk.


Record keepingRecords management is the system used to control an organization’s records from the creation of the record until the record is archived or destroyed. A records management process is comprised of identifying records, classifying records, and storing records, as well as coordinating internal and external access.

Some examples of record classifications are legal, financial, historical, and daily operations. An effective records management process contains at least five components: record creation, internal and external record distribution, record usage, record maintenance, and record archival and disposal.

Legislative requirements

Auditing performance

Legislative requirements:

·       Legislation Dealing With Occupational Health And Safety

·       Safety Standards

·       Operating Procedures

·       Emergency Procedures

·       Management Procedures

·       Local Government Requirements Dealing Different Factors


Auditing performance:

“Performance auditing” is a term used whenever there is a need to distinguish between financial auditing and auditing that goes beyond financial transactions. Performance audits expand into operations, management and administrative performance of an organization.

1.  Identify Areas that Need Auditing

2.  Determine How Often Auditing Needs to be Done

3.  Create An Audit Calendar

4.  Alert Departments of Scheduled Audits

5.  Be Prepared

6.  Interview Users

7.  Document Results

8.  Report Findings

Businesses are only as successful as their ability to create products and services that meet the needs of their customers and to deliver these products and services accurately, seamlessly and without error.


5.2 How will this policy support effective CI? How will this policy be communicated to staff?


Policies are important because they address pertinent issues, such as what constitutes acceptable behaviour by employees.

Procedures, on the other hand, clearly define a sequence of steps to be followed in a consistent manner, such as how the organization will respond to any policy violations.

·       Inform employees up-front

·       Ask for feedback

·       Introduce final product

·       Ask employees to review employee handbook or policy manual

·       Provide training where required

·       Request employee sign-off




PART 6:  Practical and Presentation – Sustainability issues presentation


From the list below select one (1) sustainability issue:

  • Toxic substances from products, vehicles and facilities
  • Inefficient transportation of people and products
  • High emission and pollution levels
  • Environmental waste


Record your selection in the space below.

•           Inefficient transportation of people and products


Based on your selection, you are required to research the following:

  • possible cause/s of the issue
  • the requirements to achieve sustainability
  • the benefits of sustainable business practices
  • how to resolve the issue
  • which processes could be established to keep the team informed of CI efforts?
  • how could documenting team performance help to identify other opportunities for CI?
  • how your organisation will effectively incorporate ideas for improvement into their daily operation
  • how can your organisation use the information for future planning


Record your research findings in the space below.

Possible cause/s of the issues·       High cost of building and maintaining roads (need public funding)

·       Low capacity for the land area used (causes congestion)

·       Poor safety (causes deaths and injuries)

·       Major source of pollution: air, noise, light, water (causes health problems)

·       Major source of carbon-emissions (causes global warming)


The requirements to achieve sustainability


The goal of sustainable development is to meet the needs of today, without compromising the needs of tomorrow. This means we cannot continue using current levels of resources as this will not leave enough for future generations. Stabilising and reducing carbon emissions is key to living within environmental limits.
The benefits of sustainable business practices·       Improved brand image and competitive advantage.

·       Increase productivity and reduce costs.

·       Increase business ability to comply with regulation.

·       Attract employees and investors.

·       Reduce waste.

·       Make shareholders happy.


How to resolve the issue 


Methods of Solving Transportation Problem:

·       Start with what just isn’t working

·       Democratize the market

·       Explore digital integration

·       Build an end-to-end solution

·       Build communities and resources

·       Explore unexpected opportunities



Which processes could be established to to keep the team informed of CI efforts?·       Be transparent. Hold a staff meeting to communicate policy updates.

·       Provide training, when necessary.

·       Get feedback.

·       Two-way communication is key.

·       Have employees sign off on a new or changed workplace policy.

How could documenting team performance help to identify other opportunities for CI?·       Protects the company

·       The right thing to do for the employee

·       Provides future managers with a record if you leave the organization


How your organisation will effectively  incorporate ideas for improvement into their daily operation·       Start your day in high gear.

·       Dust off your business plans.

·       Rekindle your relationship with your customers.

·       Evaluate your pricing.

·       Find ways to cut your costs.

·       Resolve to improve your weak spots.

·       Institute measures to assess the performance of your business.

·       Keep employees involved.

How can your organisation use the information for future planning5 Step Process for Developing a Strategic Plan for adopting the information for future planning:

Step 1: Write a Vision Statement.

Step 2: Write a Mission Statement.

Step 3: Perform a Gap Analysis.

Step 4: Write SMART Goals.

Step 5: Monitor Progress.



Q6.1: Prepare the meeting agenda

Use the agenda template below, to plan the presentation on sustainability issues, and invite your team to your presentation in this meeting. You may use hypothetical data for the date, time and location fields in the appendix template.


Q6.2: Deliver the presentation to your team. You presentation will be assessed using Observation Checklist 1.

BSBMGT516– Meeting Agenda Template

Do not alter or delete sections from this template.

Time 11.00 AM
LocationConference Hall in Office
Purposeto plan the presentation on sustainability issues, and invite the team to presentation in this meeting
Meeting structure 7 Ingredients for Effective Team Meetings:

1. Have a meeting agenda with clear objectives

2. Set an end time and stick to it

3. Designate a meeting leader

4. Cut down on meetings

5. Cut down on attendees

6. Create action items and accountability

7. Bring solutions to the meeting

Chairperson’s nameJack Myles
Participant full names Andrea Marr
Bradford Ingram
David Banducci
Stephen Goth
Agenda itemsAspects that affect the sustainability discussion
Sustainability related issues
Ways to maintain the sustainability and overcome the issues
Important discussion points
Relevant factors

Observation Checklist 1 – Sustainability presentation

Assessment Instrument – Observation/Demonstration of competency

RTO Name and Code:Golden wattle group Pty Ltd T/A Meridian Vocational College 45039,CRICOS 03551M
Student  Name:Student ID:
Assessor Name:
Primary Unit to be assessed

(Insert Unit Code & Unit Name)

BSBMGT516 – Facilitate Continuous Improvement
Assessment Type Role Play based simulated environment: Project
Assessment Submission  DocumentsProject report, Power point slides, Word documents, Templates
AQF level under which the unit is being assessedAdvance Diploma, Diploma, Certificate IV
Related Documentation☐ Student assessment record

☐Verbal questioning form

Location of assessmentWorkplace ☐Simulated workplace ☐


  1. This checklist is to be used as an observation/demonstration record for the unit(s) of competency listed above. Observation/demonstration is to satisfy the skill requirements of the unit of competency as indicated within elements, performance criteria and performance evidence.  The requirements form an integral part of the observation / demonstration.
  2. Essential throughout the observation/demonstration is the attainment of verifiable aspects of the components of competency. In the gathering of performance evidence the requirements associated with the Principles of Assessment and the Rules of Evidence must be applied.
  3. The candidate may be asked a series of questions throughout the observation/demonstration; however the timing of questions must ensure that the candidate, while engaged in activity, is not distracted whereby personal safety is at risk.
  4. Questions associated with verification of elements, performance criteria and Knowledge Evidence must also embrace the requirements of Foundation Skills. Questions mandatory to the assessment – Knowledge Evidence – are contained within the written assessment tasks in the written assessment.
  5. In recording responses to observation/demonstration, a comment in observation notes is mandatory. Remember, the quality of the information you provide will assist in making the assessment decision.


  • Work based assessments-Confirm the assessment appointment with the employer and candidate at least two working days in advance.
  • Reasonable adjustments – Whilst the student has been provided with information regarding how to contact you or the coordinator regarding any issues or concerns; always brief the candidate adequately to ensure they are comfortable with the assessment and any necessary reasonable adjustment is made. If so, record the adjustment in the space provided.

 OBSERVATIONS CHECKLIST 1 – Sustainability presentation

Observation points are to be mapped against the unit of competency being assessed and referenced.

Observation 1:

·       Did the student present the sustainability CI process effectively?

·       Did the student explain which processes could be used to inform the team of all CI efforts?

·       Did the student explain how documenting performance could help identify further opportunities for CI?

·       Did the student identify areas for future CI?

3. Manage opportunities for further improvement3.1 Establish processes to ensure that team members are informed of outcomes of continuous improvement efforts

3.2 Ensure processes include recording of work team performance to assist in identifying further opportunities for improvement

3.3 Consider areas identified for further improvement when undertaking future planning

Observable tasks: Observe if student has done followingPCFSTask completed correctly
·       Engages in two-way communication and explains the sustainability CI process effectively

(demonstration by student to ensurecontinuous improvement was effectively explained)

3.1Oral Communication


Interact with others


☐ Yes☐ No
·       Explained the process to keep the team members informed of all CI communication

(demonstration by student explain information process)



Get the work done


☐ Yes☐ No
·       Explaining how recording team performance will help identify further CI

(demonstration by student explaining how records will be maintained)


Get the work done


☐ Yes☐ No
·       Identifies areas for future CI

(demonstration by student explain identification of future CI areas that may be looked at for future planning)


Get the work done


☐ Yes☐ No




The student has

1.     Effectively presented the topic explaining how processes will inform team members of the outcomes of CI and how documenting the team’s performance will help to identify future CI opportunities.

2.     Identified future areas for CI planning.

☐ Yes☐ No
Observation notes:



Verbal question:



Comments and Supplementary Observations



☐ Sufficient                ☐ Not Sufficient


Assessor signature:                                                                           

Date:  ____/____/2____







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