ASSESSMENT TASK TWO

Portfolio and Roleplay

Instructions

● The purpose of this assessment task is to assess your skills relating to reviewing
programs, systems and process in order to develop options for continuous
improvement
● You must complete this task by the due date set by your trainer and assessor.
● You will need access to the following resources to complete this task:
o Worlducation Case Study Information
o Appendices and Templates provided by your assessor
o Business technology and office equipment including computer with MS Office Suite
(or similar) and internet access
o Space/technology for meetings/presentations
● You must provide your responses in your own words. You can refer to the Learner Guide,
Case Study Scenario or other sources when preparing evidence, but you are not allowed to
copy sentences and/or paragraphs directly from these sources. If your responses found to
have been copied directly from learner guide, case study scenario or other sources, your
result for this task will be Not Satisfactory.
● You will complete the research and documentation type of activities at home in your own
time and the practical type (role-plays and presentations) activities in simulated assessment
environment under the assessor’s supervision.
● After completing the activities, you must submit evidence as per the ‘Evidence Submission
Checklist’ by the due date. For observation type activities, your assessor records your
performance using a checklist, so you do not need to submit anything unless the activity
asks you specifically.

Scenario

You are the General Manager at Worlducation. All senior managers report to you, and you have a
direct influence over the business outcomes.

It is now 2021.

Recently, the CEO has asked you to facilitate continuous improvement and innovation within
Worlducation. In particular, he would like the current business model to adapt to changing
circumstances. Furthermore, he would like all staff to make incremental changes
to the way they do things so that physical, human and financial resources are used efficiently and effectively. He would
also like all internal processes and systems to be optimised and reflect best practices.

As a start, he would like a dedicated continuous improvement team established. You are to manage that team and plan for
changes, opportunities, and new ideas to be implemented. The CEO has given you the freedom to select a team of three to five
people from any of the staff (described in the organisational chart). He would like the team to meet at least once a month and
contribute towards a Continuous Improvement Plan.

To do this, you will assume General Manager (Irene Green) role. This role oversees all other employees and reports to the
CEO. Thus, you have a direct influence on the business outcomes.

Review the following document before commencing work on the activities.

● WORLDUCATION Case Study (Appendix 1)

● WORLDUCATION Strategic Plan 2021 – 2023 (Appendix 2)
● Operational Plan 2022 (Appendix 3)
● Organisational Structure (Appendix 4)
● Internal communication policies and procedures (Appendix 5)
● External communication policies and procedures (Appendix 6)
● 2021 Performance Review (Appendix 7)

Activities

1. Develop business performance and improvements briefing report

After reading the company documents and 2021 Performance Review information, summarise your findings to identify
required changes or improvement opportunities.

Use the Business Performance and Improvements Briefing Report (Appendix 8) to guide your work.

Appendix 8 – Business Performance and Improvement Briefing Report

Objectives The business objectives:

List the key business objectives. • Build Connection with customer by using high technology innovation and
improve customer service skills to meet customer expectation
• Customer-centred practice, with a focus on meeting their total needs for high-
quality technology
• Develop good working culture and implement diversity in workplace
 • Increase business product and services to reach more customer
Key decision makers • CEO and General Manager will be a decision maker of all the activities
Who are the key decision makers • Sales Manager responsible on Sales Representative
(stakeholders to whom you will report or • IT team consisting on IT Support Officer and Help Desk Officer.
seek advice from)? • And Operation Team consisting of the Operations Manager,
Administration Officer and Accounts Officer.

Operational processes Sales representative has the responsibility to liaise with clients to make the sale for
WORLDUCATION. Once sales are made, it would be recorded in an ERP system
Describe key operational processes.
automatically, ERP system would send a message to operations team that an order has
been made and a delivery of that order is needed.
Verification of the Sales order in done by The Operations Team and then authorisation of
delivery request is sent to the Manufacturing at Hongkong, and incorporates the order
specifications and delivery details into its production schedule.

Supply chain The product sold by WORLDUCATION are handled by Sales Representative or website
Summarise the supply chain associated purchase in Sales Department. The sales are documented through ERP system to remind
with the work area or organisation. staff that the product need to be delivered. Then, Operational Team will inform the order
and verify the manufacturing request at Hong Kong. Order identification will be
recorded and production will start within given time frame. Shipping arrangement will
be done and cargo will be delivered to customer directly.

Performance Improvement To monitor and valuate the system performance can be done through staff survey, team
meetings and monthly financial reports. All policies and procedures should be reviewed
Which strategies are currently used to
and updated to represent best practices.
monitor and evaluate the performance
and sustainability of key systems and Since Covid, our global economic conditions become so bad, so company must adapt
processes? wait and watch attitude for further actions.
Discuss the current continuous
improvement systems, processes, and
innovations being used.
Analyse performance to identify Worlducation has launched in 2021 during COVID-19 with a huge sale to a school in
performance variances from existing Portugal. And there are some improvements in number of customers from 186 to 254
plans. from 2020-2021 and there are no movements in staff numbers.
Summarise the performance outcomes Increase in operations and production problem due to pandemic. Video showcase of new
of your business. product cost $5,000 due to pandemic. Adapting new software for different school
causing customer complaints.
Include mathematical information in your
summary Company delay is production due to COVID-19 pandemic and costing company
$45,000 per year.
How has the current business
performance varied from what was In Year 2021, Worlducation Revenue is at $4million and expenses at $4,5 million
planned? which means the company is making profit of $500,000.
Attach documents showing performance
information as evidence that you’ve
collected the information.

Identify and analyse trends and There is less production in tablet due to pandemic as hardware supply for tablet.
opportunities However, there are high customer demand on
Describe current trends and Worlducation need to improve their technology by offering different products and
opportunities associated with industry potential outcome of the cooperative across administration has to be offered.
in which the business operates. These trends and opportunities will give high impact to Worlducation and take
Analyse how these trends and any available chances to obtain more advantages during pandemic.
opportunities impact the business.

Analyse supply chains and operational and service systems to identify changes, improvements, and new ideas
Perform Gap Analysis using the table provided to describe the current state of the supply chain and operational and service
systems and the desired state of the supply chain and operational and service systems. Also identify solutions to bridge any
gaps and the cost-benefit calculations of the solutions. You may identify more than one solution per issue.

Current state Future state Gap solutions Cost-benefit

(at least four (These may be changes, improvement
issues) opportunities and new ideas)
Unprecedented Smooth Implementing a dedicated customer Cost:
growth of new operation with Relationship Management (CRM) system
254 x $12.50 = $3175
leads, but rescheduling
persistent and re-
problems with negotiating
production and Service Level Benefit
operation Agreement Customer Service Personalised,
Market Dominance

Sales team was Animated sales Develop video for Sales staff to use online to Cost
overwhelmed with video promote and demonstrate the product
$4000
sale meetings over demonstrating
zoom the product

Benefits
Sales staff are content, consistent
product demonstrations.
Closure of Factory Rise of • Outsourcing manufacturing to a third Outsourcing manufacturing to a
due to Covid Competitors party third party:
restrictions
• Purchasing off the shelf tablets Cost

$2,000,000 or lost margin of $200

per unit sold

Benefits
Customer Contentment, Market
dominance
Shipment Delays Cloud-based Developing a cloud-based solution where Cost
solution customers can access the software remotely on
$2 million
their own devices

Benefits
A large potential for sales, no
hardware costs, liability for faulty
devices Is transferred, no financial
penalty for late shipments, shipment
penalties saving
$45,000 per year
Set objectives The objective of continuous improvement is to improve employee productivity
What are the objectives for improving and having Worlducation to innovate to reach different target market without waste.
how things work? Lastly, this help to improve Worlducation service and product quality.
What are the continuous improvement
objectives and desired outcomes?

Identify at least two team members To implement the use of latest technology to bring innovation to Worlducation, IT
Who in the team do you believe is Manager Hal Hyland will be assigned to develop system for continuous improvement.
instrumental to ensuring continuous Lastly, Administration Officer, Alan Ibrahim is the right person for creating schedule for
improvement and innovation? Give your continuous improvement process since he is good at organizing and scheduling.
rationale for this

Best practices • Brainstorming

Describe best practice ways of working Sometimes it can be difficult to start thinking about how to go about
that teams can use to achieve achieving a goal or solving a problem. Brainstorming is a quick way to
continuous improvement and to be generate lots of ideas and possibilities. One of the strengths of this tool is that
innovative. Give at least four examples. it stimulates creative, unconstrained thinking. This can help us think about
new and different ways of doing things.

• Manage Small Improvements

Big goals are not great motivators. Rather, lofty goals can be demotivating
when you soon realize just how much work it would take to even take one step
towards what you want to achieve. Instead, set manageable and realistic short-
term targets. This will be more motivating for your team, as they will be able to
reach milestones and reflect on both improvements and accomplishments.

• Surveys
A survey is a research method for collecting information form a selected
group of people using standardized questionnaires or interviews. In continuous
quality improvement, surveys help to identify customer expectations, measure
satisfaction levels, and determine specific areas for improvement.

• Diversity
Continuous Improvement requires that people reflect and find ways to
do their work in a better way. Having diversity in agile teams makes it possible
to discover and explore new ways of working, where uniform teams with
identical kinds of people would aim for steadiness and don’t want things to
change. When you are defining agile teams, make sure that they are
multidisciplinary and diverse. This will enable teams to reflect and learn, and
find better ways to do their work.

2. Draft an email to the team members

Draft an email to the team members identified in your briefing report seeking their input
for continuous improvement in the organisation or work area. In your email:

฀ promote the value of creativity, innovation, and sustainability

 ฀ communicate the objectives for improving the way things work, expectations and desired outcomes
฀ summarise the changes, improvements, and new ideas you’ve already identified including the cost-
benefit of the new ideas.
฀ seek their advice to identify further opportunities for improvement and to select three
changes/improvements/new ideas to focus on.

3. Develop continuous improvement plan

You received the following email from the team members (your assessor)

Dear [Name]
Thank you for including me in this team. You Gap analysis is very thorough, and I don’t have too much to add. I would
suggest that you add the need to focus on improving policies and procedures.
My advice is to focus on:
฀ Developing a cloud-based solution where customers can access the software remotely on their own devices
฀ Developing a video for sales staff to use online to promote and demonstrate the product (have the capacity to
develop in house, small cost, will alleviate pressure on sales staff)
฀ Automating financial processes (simpler solution than setting up a dedicated finance team, once off cost without
HR issues and costs, no ongoing remuneration needs to be paid).
Kind regards [Team member]

Use the work you’ve done in Activity 1 as well as the input provided by your team member (assessor) to select and
plan for continuous improvement.

Use the Continuous Improvement Plan (Appendix 9) to guide your work.

Appendix 9 – Continuous Improvement Plan

Continuous Improvement Plan for Worlducation
Objectives and KPIs of the plan
List the KPIS associated with the objectives of continuous improvement in your organisation. You have already developed objectives for continuous improvement in briefing
report.
Objectives KPIs
Current Business Model Adapts to Changing • We need to generated new of innovate
Circumstances ideas every year at least one every six
months
• And recording from the previous period,
our client retention rate has been up to 10%

Incremental Operational Changes Amongst • All the staff need to follow the continuous
Staff to Optimise the Way Things Are Done improvement schedule
Physical, human, and financial resources are used • Decreased all the cost
efficiently and effectively across the organisation • There is no over budget

Internal process and systems are optimized and • Improve communication between all the
reflect best practices staff or even with customers
• Increase of the number customer
satisfaction

Continuous improvement systems and processes

Establish the continuous improvement systems and processes that will be followed as you implement changes, opportunities, or new ideas.
 • Implementing new changes and implement proper mitigation strategy to eliminate any issues
• Create effective process by engaging with employees in decision making and problem solving since they know customer needs better. Listen to customer complaints and create changes
to improve company continuous improvement
• Focus on small incremental changes to take place in order for the organisation to digest its overall effect.

Key actions, resources, constraints and timeframes

Describe key actions, resources, constraints, and timeframes to achieve continuous improvement and innovation as you implement your chosen changes/opportunities/new ideas. List at least six
key actions.

Change/Opportunity/ne Key actions related to continuous improvement Resources Constraints Time frames
w idea and innovation (e.g., brainstorming, implementing
improvement registers, updating policies etc.)
Develop video for sales Organise workshops for sales staff to use Video to • IT Manager Time Lack of Employee December 2022
staff to use online to promote and demonstrate product to customers Engagement
• And Sales
promote and demonstrate Representative’s Time
the product
Surveying customers on online product promotion and • Office Supplies Must consider non- December 2022
demonstration technical understanding
• And Computer
Developing a cloud-based Brainstorming to find suitability for meeting • Meeting Room • Negative effects March 2023
solution where customers customer needs of Groupthink
• Office Supplies
can access the software
• Difficulties when
remotely on their own working
devices remotely

Staff survey to measure their contentment with the • Sales Representative • Presence of March 2023
improvement Time Survey Biases
• Operations Manager • And Sampling
Time Errors
Automate Financial Staff Survey to measure their contentment with the • Surveying tools • Presence of May 2023
Process improvement Survey Biases
• And Office Supplies

Revise financial policies and procedures to Administration Officer’s Time Getting approval to May 2023
 incorporate the automation of processes update might take long
Impact
Describe the impact the changes/opportunities/new ideas and associated actions will have on the organisation or work area as well as the consequences for people.
Describe actions or transition plans (following the policies and procedures that address approvals, project management and change management) that to will be taken to
manage this.

Change/Opportunity/new idea and Impact of change and consequences for people Transition Plan
associated actions
Developed Video for Sales Staff to Use with that Sales staff could make a unique and uniform way of promoting and Put every detail on our website for instance always updated
Online to Promote and Demonstrate the demonstrating product for our company policies and procedures on the company internal website
Product
Developing a cloud-based solution where • The company could give the customers different experience of doing • Customer surveys to be sent by the Sales Manager
customers can access the software business, which is more flexibility. And there is a change to increase • And communicate the changes to staff via company
remotely on their own devices the number of customers website, staff meetings, work emails and news bulletins
• Could have done all the job automatically and could make job loss
in manufacturing department

Automate Financial Processes • Need to more focus on processing financial data Put every detail on our website for instance always updated
policies and procedures on the company internal website
• Would change every detail of job descriptions

Risk management
Plan to manage the risks associated with your Continuous Improvement plan. One risk should be Non-performance of staff members.
Risk Potential outcomes Risk response Contingency plan
What are the risks List potential outcomes Will you avoid, How will you manage
associated with your for each risk. retain, share, the risk (e.g., progress
plan? List at least transfer or reduce reports, training,
three. the risk? insurance etc.)?

Communication
Describe how the continuous improvement and innovation plan will be communicated.
What must be Who will you How will you communicate? When must the communication Further comments
communicated? communicate take place?
to?
Action Plan Employee and Giving them task and develop skills to increase their Every fortnight once before the All employees should contribute in Action
Team Leader productivity actual schedule meeting Plan
Collect all of the Customer using Survey on social media site Prior to Product Launch All employee must obey to Privacy or
customer cloud-based Work Health and Safety Policy
feedback solution

Introducing new Sales Staff Send all the details of the new product to sales staff During Product Launch All sales staff must follow all the product safety
product to all the by Microsoft teams standards.
staff

Update policies All Staff Could send all the updated policies procedures by At the time of updates happening A glossary is attached for specialised or
and procedures work emails or personal emails technical words, terms. Or abbreviations.

Rewards
Outline the rewards that will be put in place for staff for achievements in relation to continuous improvement, innovation, and learning.

• Giving Personal, Public acknowledgement or simple communication to motivate employees for their efforts
• Rewards such as gift card, bonus can be given to employees for their good work so that they feel valued.
• And employee recognition that giving the best result monthly through Employee of the Month Awards this will motivate them to work harder.

Knowledge management
Select which of the activities below are used as part of your organisation’s knowledge management system to capture learnings from continuous improvement and innovation.
Knowledge management item Have learnings been captured and
managed?
√ Knowledge sharing: ensuring there is a culture of sharing information in the company
√ Sharing of best practices
√ Establishing communities of practice within the organisation, as well
as with other organisations
√ Cross-project learning, as well as post project reviews
√ Mentoring and coaching
√ Performance management
√ Social software such as blogs, wikis
√ Shared documents in cloud-based storage

4. Coach and mentor team in continuous improvement and innovation

Roleplay Scenario

Prepare to coach and mentor the continuous improvement team members (identified inyour
briefing report).

Roleplay Conditions
Your assessor will organise the meeting environment and other students to play the rolesof team
members.
 You start the session by thanking the team members for their contribution to furtheridentify
improvement opportunities.
During the coaching session:
• Agree with the feedback received (under Activity 3) from the team members
• Explain why creativity and innovation are vital for the organisation to achieve its
outcomes.
• Share the best practices (you identified in briefing report under Activity 1) on
continuous improvement and innovation with the team.
• Mentor the team members on how they could contribute towards continuous
improvement.
• Coach team members on how they can be innovative (e.g., by demonstrating howto use a
creative thinking technique such as opposite thinking).
• Briefly discuss your Continuous Improvement Plan and confirm with the team members
that objectives, timeframes, measures, and communication plans are inplace so that the
plan can be implemented.
• Seek feedback from each team member on your own performance at the
meeting.

This meet should take no more than 20 minutes.

Scope.

Assessing the Skills of the Team Members Skills that are required for
continuous improvement for team member one
-Taking initiative
-Critical thinking skills
-Problem solving skills
-Effective communication skills
-Analytical skills

- Skills that are required for continuous improvement for team member two: -
Critical thinking skills
-Effective mechanisms.
-Logical thinking skills
-Inductive reasoning skills.

- Skills rating for team member one

-Taking initiative (Proficient)
-Critical thinking skills (Expert)
-Problem solving skills (Proficient)
-Effective communication skills (Beginner)
-Analytical skills (Expert)

Skills rating team member two:

 -Critical thinking skills (Expert)
- Effective mechanisms. (Proficient)
-Logical thinking skills (Beginner)
-Inductive reasoning skills. (Proficient)

- Analyse Strengths

A)Strengths for team member one:

-Always tries to put his ideas forward and initiate an effective action plan.
-Closely pays attention to all the details.
-High analytical and problem
-solving abilities to overcome various challenges.

B)Strengths for team member two:

-Open mindedness
-Self regulation
-Effective interpretation
-Draw effective conclusions and explain them accordingly.

Analyse Weaknesses

A)Weaknesses of team member one:

-Does not know how to effectively communication with other members

-Difficulty to adapt according to the changes implemented in the environment.
-Poor networking skills.

B)Weaknesses of team member two:

-Does not have the tendency to take too many responsibilities.
-Does not take adequate risks.
-Inability to effectively delegate tasks.

Continuous Improvement The process of continuously improving the products

and services of the company by conducting incremental and breakthrough
improvements. It will also involve making gradual changes within the systems
and processes of the company.

Techniques for Continuous Improvement

-Develop a suitable framework for the continuous improvement plan.

-Develop a single cross departmental plan so the execution capability can
increase. -Identify the most effective opportunities with the help of the
framework.
-Identify the problems that are present in the systems and processes of the
company.
-Create a practical plan that will solve the problem and incorporate the
opportunities that are present in the market.

Continuous Improvement Theories

- The main elements of the Kaizen approach are teamwork, discipline,

enhanced morale and suggestions to improve.
- Lean method It is process in which the employees, resources and the
efforts of the company are effectively optimised. The Lean method is
based on two elements that is having respect for the people and
continuous improvement.
- Six Sigma It is set of tools and techniques that are used for process
improvement. One of the tools of six sigma approach is continuous
improvement.

Team Members Contributing to Continuous Improvement

A)Team Member One: High commitment towards the organisation so the

individual can effectively lead and motivate the relevant members.

B)Team Member Two: The Kaizen approach should be part of the regular
routine of the employee so he can make notable changes in the different
functions of the company and through this way continuous improvement will
be regularly revisited.

Evidence Submission Checklist

Evidence to be submitted Have I completed this?

Business performance and improvements briefing report 🖵

Email to team members 🖵
Continuous improvement plan 🖵