BSBSTR502 - Facilitate Continuous Improvement Assignment

Assignment Task

Task summary

This assessment task requires you to lead and manage continuous improvement systems and processes for at least one organisation or work area which includes:

• address organisational sustainability requirements
• incorporate mentoring, coaching and other support to enable individuals to participate in continuous improvement processes
• capture progress, insights and experiences using established knowledge management systems
•  encourage participation in decision making processes and ideas for continuous improvement.

Performance and Skills

Scenario: Initiating a quality improvement program to improve aspects of the customer service in Bounce Fitness Centre

Bounce Fitness has charged you, as the Cairns Centre Manager with initiating a quality improvement program to improve aspects of the customer service experienced in your Centre.

There have been two complaints received and you may choose to address one or both. You can view this document and the responses to the client from Additional Resources:

• Broader Work Goals
• Continuous Improvement Efforts Outcome
• Continuous Improvement Program Results And Feedback

While undertaking the following tasks you will also required to access policies and other information that you may wish to use such as performance reviews, or strategic information.

Part A: Lead continuous improvement systems and processes

This task requires you to outline the strategies you would adopt in implementing plans to improve the quality in one or both areas of complaint through the continuous improvement processes within Bounce Fitness.

Refer to the following Bounce Fitness additional resources to complete Part A:

• Creating a Continuous Improvement Plan
• Continuous Improvement Program Results and Feedback

You must complete each of the questions below by using Appendix A: Continuous Improvement Plan , and Appendix B : Continuous Improvement System.

1. Describe the strategies that you would use to facilitate active participation by all members of your team. This should include strategies that ensure participation in decision making as well as strategies for ensuring team members show initiative and responsibility.

2. Describe the strategies you would use to communicate continuous improvement processes to your team – be sure to provide valid reasoning for your choices as well as examples of the types of communication you would use.

3. Describe the use of mentoring and coaching in your strategies for attaining continuous improvement.

4. Conduct a role play meeting with team members to discuss the continuous improvement strategies and processes to be implemented at Bounce Fitness. The purpose of the meeting is to:

• confirm team members are informed about continuous improvement outcomes
• provide team members with mentoring and coaching to implement and support continuous improvement systems and processes.

The meeting should be approximately five to ten minutes in length and involve at least two participants acting as team members. Refer to Important Notes following for additional information on conducting a role play.

Part B: Develop strategies to monitor and adjust performance

This task requires you to develop strategies to monitor and adjust performance. You must complete each of the following questions using Appendix C: Performance Strategy Plan, and Appendix D: Strategies Evaluation Form.

Refer to the following Bounce Fitness document to complete Part B:

• Creating a Continuous Improvement Plan

1. Develop a strategy using Bounce Fitness systems for monitoring and reviewing your continuous improvement system. This should include developing performance standards and processes for measuring the performance levels.

2. Using the strategy that you developed, discuss what information will be produced and how it can be used to effectively measure performance.

3. How will you correct this strategy to meet organisational and team requirements?

Part C: Develop strategies to monitor and adjust performance

This task requires you to develop opportunities for further improvement. You must complete each of the following using Appendix E: Processes for Continuous Improvement Efforts , and Appendix F : Areas for Further Improvement Plan.

Refer to the following Bounce Fitness documents in Additional Resources to complete Part C:

• Quality Policy
• Personal Development Policy
• Continuous Improvement Policy
• Personal Development Procedure

1a. Describe the methods you will use to communicate successes to your team?
1b. Why do you consider these processes useful?
1c. How will this information be used for future planning?

2. Develop a process for recording team performance in continuous improvement activities.

3. Conduct a role play meeting with stakeholders (Bounce Fitness management) to discuss the continuous improvement strategies and processes to be implemented at Bounce Fitness. The purpose of the meeting is to:

• Make recommendations and communicate strategies and processes
• Seek feedback from stakeholders on systems and processes

The meeting should be approximately five to ten (5-10) minutes in length and involve at least two participants acting as management. Refer to Important Notes following for additional information on conducting a role play.

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