i have to finish my work today can u help me please

HFCI: Facilitate Continuous
Improvement
Student Guide

BSBMGT516A: Facilitate Continuous Improvement
Elements of competence
Lead continuous improvement systems and processes
Monitor and adjust performance strategies
Manage opportunities for further improvement

1

BSB51107 Diploma of Management
_____________________________________________________________________________________________

MODULE DESCRIPTION
In this module, skills and knowledge as well as the performance outcomes required
to lead and manage continuous improvement systems and processes. Particular
emphasis is on the development of systems and the analysis of information to
monitor and adjust performance strategies and to manage opportunities for further
development.
LEARNING OUTCOMES
Upon successful completion of this module, students will have an understanding of
how to manage the continuous improvement process in order to achieve the
organisation?s objectives. Students will understand the importance continuous
improvement, developing strategies, use of KPI?s and the various stakeholders and
their role in ongoing improvement within a workplace
TEACHING PROGRAM
The program is of sixty (60) hours duration, comprising twelve (12) hours per week for
one teaching block of five (5) weeks.
The program will consist of eight hours of lectures and four hours of tutorials per
week
COURSE REQUIREMENTS
To be assessed as competent for this unit of competency you must be able to do the
following:
(1)
(2)

Demonstrate understanding of all learning outcomes
Successfully complete and submit all tasks as requested

Assessment methods and tasks
Methods of assessment

Through consultation with industry, the following assessment
methods have been deemed appropriate for this unit.

Test

Complete the test on continuous improvement models.

Case Study

The candidate must read the case study and then answer
the questions in report form.

ASSESSMENT DETAILS
Assessment
Assessment Task 1
Test
Assessment Task 2
Case Study

Due
Week 5
Week 5

HFCI Facilitate Continuous Improvement Student Guide v 2.0 August 2010

Page 2

BSB51107 Diploma of Management
_____________________________________________________________________________________________

Assessment Task 2:
Case Study
Submission details
Instructions:
You are to complete the following case study on facilitating continuous improvement.
Your answers will form part of the evidence gathered for this unit.
Case Study:
?Fast Forwarding? is a Melbourne courier company which was established 5 years ago.
It has rapidly grown over the last 12 months and the business has expanded their
operations nationally. Fast Forwarding has always prided themselves on being able to
deliver anything to anywhere in Australia that the customer requires – and fast.
Services the business offers range from same day, overnight and standard courier
services.
Starting as a small courier company, Fast Forwarding has become successful because
initially all 5 staff starting with the business were informed about the organisational
processes and policies. Value was and is still placed on keeping staff informed on any
operational changes and what impact these will have on the business. All staff had
been given clear guidelines on their roles and responsibilities and any problems or
concerns have always been dealt with immediately- this was the communication
strategy for the organisation.
After some considerable growth in the business, it now employs over 85 staff across
three offices in Melbourne, Sydney and Brisbane in varying roles of warehouse,
administration, sales and marketing.
Recently Fast Forwarding has hit a lull and business has dropped. A major account
with an engineering spare parts supplier has just been lost in the last month due to a
lack of support that the current IT system could offer in tracking deliveries. The client,
Build with Us, required on-line ordering of services and tracking of their deliveries at all
times. In the past there have been delays in the delivery of items and this has been
attributed to the manual recording of dispatch items that Fast Forward uses.
You have been hired as the Continuous Improvement Manager to streamline their
practices, improve productivity and help put practices into place to get the business
back on their feet.
On your investigation you have found that employees are nervous as to the impact that
losing the major client will have on the business. There have been many formal
complaints made to Management on the lack of information that is being discussed
with them, and that they do not feel valued anymore. There is a site manager in each
state and they hold a phone conference meeting each month, but the meetings with
site department managers and their teams do not occur regularly.
As part of your investigation on current work practices, you also identify that many of
the staff are making costly mistakes as they try and implement operational changes
that management enforces. Many of the staff you speak to explain that they receive no
HFCI Facilitate Continuous Improvement Student Guide v 2.0 August 2010

Page 3

BSB51107 Diploma of Management
_____________________________________________________________________________________________

support or training to implement the new work practices and they are upset that
management is blaming the staff for the loss in production.
You have found that the company grew at such a rapid rate that the management
systems were not updated and reviewed to meet the needs of the larger operations,
and therefore formal policies and procedures have not been updated to suit
appropriate actions required. Fast Forwards Continuous Improvement Policy is listed
as Appendix 1.

Part A
You decide that you need to re-build the structure of the continuous improvement
process before you can implement making any improvements.
You are to review the companies Continuous Improvement Policy and Procedure, and
strengthen this strategy by developing new ways in which the company can actively
encourage and support staff members to participate in decision making processes.
Update the current Continuous Improvement Policy and Procedure and ensure that
your new process and system includes:
How all the organisations continuous improvement systems will be
communicated to all stakeholders
How all team members are informed of outcomes of continuous improvement
efforts

Part B
You realise that there is still a major missing gap regarding supporting staff to
implement the company?s continuous improvement processes- mentoring and
coaching.
From further investigation with Senior Management, you identify that that there
currently is no process to support staff via coaching and mentoring.
You are to develop an effective mentoring and coaching process to ensure that
individual and teams can be supported. Ensure that it includes an easy to understand
overview of the definitions of mentoring and coaching and then communication skills
required by the mentor/ coach to undertake that role for an employee.

Part C
It was a massive shock to all staff when the company Build with Us decided to take
their business elsewhere. It is very clear to you that Fast Forwarding has not been
monitoring the companies systems and performances closely, and this in turn did not
allow them to recognise company performance improvements to be implemented.
Develop a new company strategy that will ensure that all systems and processes are
used to monitor operational progress and customer service and in turn help to identify
ways in which planning and operations could be improved. This should also include
how work team performance will be monitored against customer service, and what
formats can be used to present this information clearly.

HFCI Facilitate Continuous Improvement Student Guide v 2.0 August 2010

Page 4

BSB51107 Diploma of Management
_____________________________________________________________________________________________

Part D
Following the communication strategy used to inform staff of new changes that you
listed in the Continuous Improvement Policy and Procedure, you are now required to
inform all stakeholders of the new company strategy to monitor company operations.
Part E
You realise that future planning for Fast Forward is going to be very important for the
success of the business.
List how you will ensure that future planning is undertaken.

Appendix 1:

Fast Forward?s Continuous Improvement Policy and Procedure
Introduction
Fast Forward bases its operations on its mission, goals and values. They are
committed to operating efficiently and effectively in order to meet the needs of clients
and stakeholders. Continuous improvement in all activities is vital for the companies
continued success.
Fast Forward undertakes ongoing quality control and evaluation of all its operations to
ensure maintenance of standards appropriate to the expectations of the staff and
clients.
Continuous improvement processes
Fast Forward uses the following processes and strategies to improve overall
performance.
1 Client satisfaction surveys
Every client of the services of Fast Forward has the right to provide feedback about the
services of the company.
The company?s quality improvement system provides for identification of opportunities
for improvement through a client feedback system, which includes surveys of:
staff
clients
2 Unsolicited feedback
Any employee or client of Fast Forward has the right to provide unsolicited feedback
on the services or operations of the company

3 Management reviews
Management regularly reviews and refines Fast Forwards? activities through:
weekly senior management meetings
annual planning and budget setting

HFCI Facilitate Continuous Improvement Student Guide v 2.0 August 2010

Page 5

BSB51107 Diploma of Management
_____________________________________________________________________________________________

REFERENCES
Sampson, D. & Daft, R. (2009) ?Fundamentals of Management?. 3rd edition. Cengage
Learning.
Bartol, K. Tien, M. Matthews, G & Sharma, B (2008) ?Management, A Pacific Rim
Focus? 5th edition. McGraw Hill
Students should also use resources such as ?The Age? newspaper, Financial Times
as well as magazine publications such as ?BRW?.

HFCI Facilitate Continuous Improvement Student Guide v 2.0 August 2010

Page 6

BSB51107 Diploma of Management
_____________________________________________________________________________________________

WEEKLY SCHEDULE

WEEK

TOPIC

1

Course introduction, assessments, etc.
What is CI?
Who is involved with CI?
Responsibilities
Assessments set

2

KPI?s (Key Performance Indicators)
Communicating CI to stakeholders
Who are stakeholders
Review assessment progress

3

Develop and implement strategies for mentoring and
coaching
Develop and implement strategies to monitor
operational progress
Review assessment progress

4

Communication strategies
Progressing CI
CI outcomes and establishing communication
processes to team members
Documentation
Review assessment progress

5

Revision
Assessment task 1 due
Assessment task 2 due

HFCI Facilitate Continuous Improvement Student Guide v 2.0 August 2010

Page 7