Assessment Task 1
Coaching demonstration
Performance objective
This assessment requires you to make plans to improve performance by changing processes and procedures. You should take into account the current performance at Australian Hardware's Wollongong store and formulate and communicate recommendations for improving customer service at the Wollongong store.
Assessment description
You will, on the basis of provided data such as KPIs, implement continuous improvement processes by preparing and delivering a coaching/mentoring session, recommending changes to operational processes to improve the customer service of Australian Hardware's Wollongong store, and obtaining feedback data.You will make recommendations for further process and procedure changes, if necessary, to improve delivery of strategic goals.
Procedure
1. Review the scenarios and simulated business information attached to this task and obtain feedback (from your simulated operational teams) on the following:
a. the results of performance to-date at the Wollongong store in terms of quantity and quality
b. the key areas for future improvement
c. suggestions for improving processes.
2. Prepare to implement the continuous improvement (CI) policy you developed with your team in Assessment Task 1, by coaching or mentoring another candidate in customer service techniques or processes:
a. analyse the data
b. consider your notes from the previous task, including team discussions and decisions taken
c. make notes on how you will conduct the coaching or mentoring session
d. arrange with your assessor who will be playing the role of the coachee and make arrangements for the assessor to observe the role-play.
3. Conduct the coaching or mentoring session.
4. Developa list of recommendations for changes to operations to improve customer service in order to achieve the goalsof the Wollongong store of Australian Hardware, from its business plan:
a. increase sales revenue and gross profit
b. maintain or increase market share
c. control direct and indirect operational costs
d. maintain superior product and service quality standards
e. establish Australian Hardware's reputation as a socially and environmentally responsible company.
5. Submit all documentation to your assessor in accordance with the specifications below.
Specifications
You must:
- lead a coaching/mentoring session, following your developed plans and measures
- submit coaching/mentoring notes, based on the data and performance measures
- submit a list of recommendations for changes to operations to improve customer service at Australian Hardware's Wollongong store.
Your assessor will be looking for:
- use of data and documents created and recorded during your investigations into the Wollongong store to accurately reflect the performance measures (e.g. of customer services processes to meet the five strategic goals):
? increase sales revenue and gross profit
? maintain or increase market share
? control direct and indirect operational costs
? maintain superior product and service quality standards
? establish Australian Hardware's reputation as a socially and environmentally responsible company
- reference to the Wollongong store operational plan, with its goals, operational objectives and performance measures (such as marketing and sales KPIs) as well as action plans
- appropriate references, as the source of data, to one or more data monitoring tools, with samples for evidence
- appropriate use of the data provided and one or more analytical tools, to review current processes to determine where improvements can be made
- use of one or more appropriate tools to analyse barriers to improved performance
- your recommendations, which are consistent with the data and analysis and the organisation's goal and customer requirements and/or standards and regulations for customer service
- appropriate prioritisation of recommendations
- evidence that you have taken into account what is required to effectively communicate to the team and change people's behaviour in creating the implementation plan.
Adjustment for distance-based learners
- No changes to the assessment procedure or specification are required.
- The coaching/mentoring session may be conducted and observed via video or teleconferencing.
- Documentation may be submitted electronically.
- A follow-up interview may be required (at the discretion of the assessor).
Assessment Task 2
Feedback communication
Performance objective
You must be able to demonstrate knowledge of the principles and techniques of continuous improvement by incorporating them into a continuous improvement (CI) procedure developed and implemented by a team.
Assessment description
You will present a written feedback report on implementing Australian Hardware's continuous improvement processes, following on from your collaboration workshop in Assessment Task 1 and your coaching demonstration in Assessment Task 2.
You will create a small database using Excel or Access by inputting data provided by your assessor, and will explore outputs such as spreadsheets to monitor and review performance.
You will addresses four (4) knowledge questions (in a written report) on implementing a continuous improvement procedure, with recommendations to explain how collaboration and coaching demonstrate continuous improvement principles using CI techniques, and evaluate your own performance in the CI process.
Finally, in a case study of ACME Steel, you will apply the same CI principles and answer four questions by way of evaluation and feedback.
Procedure
1. Review your collaborative workshop planning (from Assessment Task 1) and your coaching/mentoring session, together with your recommendations (from Assessment Task 2) on Australian Hardware's continuous improvement process.
2. Write answers to the four knowledge questions (in Appendix 1 below), as preparation for your continuous improvement (CI) report.
3. Prepare a written report on the outcomes of the continuous improvement process at Australian Hardware, including:
a. discussion of feedback from workshop and coaching participants
b. a list of typical areas of need for coaching and mentoring to support continuous improvement
c. your recommendations (from Assessment Task 2) for further service and productivity improvements, including the procedure for recordkeeping
d. database report or spreadsheet
e. an explanation of how change management techniques can support continuous improvement and initiative.
4. Read the ACME Steel case study (Appendix 3 below), and write your answers to the four questions on continuous improvement at ACME Steel (Appendix 2 below).
5. Submit all documentation to your assessor in accordance with the specifications below.
Specifications
You must submit:
- a written report on continuous improvement processes at Australian Hardware, including, or with attached:
? feedback from coaching participants
? a list of typical areas of need for coaching and mentoring in continuous improvement
? recommendations for service and productivity improvements
? reference to recordkeeping procedure
? data evidence in a spreadsheet/summary report
? explanation of how change management techniques can support improvement and initiative
- written responses to continuous improvement knowledge questions
- written responses to questions on continuous improvement at ACME Steel.
Your assessor will be looking for:
- answers which demonstrate an understanding of continuous improvement principles, systems, techniques and tools
- evidence of effective collaboration with others, including taking an active role in facilitating communication in a group and taking a lead role on occasion
- evaluation of the effectiveness of decisions in terms of how well they meet stated goals
- use of a range of digitally based technology and applications to access and filter data, extract, organise, integrate and share relevant information (e.g. Excel or Access, to produce mock-up of data)
- use of technology to monitor and review performance
- recognition of potential of new approaches to enhance work practices and outcomes.
Adjustment for distance-based learners:
- No changes to the assessment procedure or specification are required.
- Documentation may be submitted electronically.
- A follow-up interview may be required (at the discretion of the assessor).
Continuous improvement (CI) knowledge questions
Question 1
a. Define continuous improvement as implemented by your team at Australian Hardware Ltd.
b. Name four or more elements of continuous improvement implemented by your team at Australian Hardware Ltd.
c. Who was involved in the process (which stakeholders)?
d. What did you do as part of the Australian Hardware team to enable the continuous improvement implementation to succeed?
Question 2
Describe how the vision and goals of Australian Hardware helped develop the culture of continuous improvement (what drives a continuous improvement culture?)
Question 3
How will achieving its KPIs help Australian Hardware improve customer satisfaction (what do customers of Australian Hardware want)?
Question 4
What tools did you use to undertake the analysis you carried out at Australian Hardware? Why were these tools appropriate?
ACME Steel continuous improvement knowledge questions
Question 1
a. Define continuous improvement as implemented by ACME.
b. Name four or more elements of continuous improvement ACME implemented.
c. Who was involved in the process (which stakeholders)?
d. What did ACME do to enable the continuous improvement implementation to succeed?
Question 2
Describe how the vision and goals of ACME helped develop the culture of continuous improvement (what drives a continuous improvement culture?)
Question 3
How will achieving its KPIs help ACME improve customer satisfaction (what do ACME's customers want)?
Question 4
What tools were used to undertake the analysis carried out by ACME described in the case study? Why were these tools appropriate?
Attachment:- Assessment-tasks.zip