Skills and Knowledge Activity

Estimated Time

1 Hour

Objective

To provide you with an opportunity to demonstrate your knowledge of the foundation skills, knowledge evidence and performance evidence.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

The answers to the following questions will enable you to demonstrate your knowledge of:

• Reading
• Writing
• Oral Communication
• Navigate the world of work
• Interact with others
• Get the work done

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. 1.       List five potential continuous improvement processes.
2. 2.       Create a mind map to outline knowledge management systems.
3. 3.       To capitalise on new opportunities, organisations need to have the policy and procedures in place to:

• Increase efficiencies
• Mitigate risks
• Meet new challenges
• Monitor business activities
• Process information faster

Briefly describe what is meant by each policy and procedure.

1. 4.       Outline the concept of the waste management hierarchy.
2. 5.       Which of the following does your organisation use for recording work team performance?

• Annotated performance plans
• Recommendations for improvement
• Quantitative data such as production figures
• Records and reports

Explain your method and why it works.

Estimated Time

40 Minutes

Objective

To provide you with an opportunity to develop strategies to ensure that team members are actively encouraged and supported to participate in decision-making processes, assume responsibility and exercise initiative as appropriate.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

1. Two members of the management team have resigned. Due to a crash in the financial markets, consumer spending has decreased so, to cut costs, senior management will only replace one manager. Instead, your job will be spread to include two more teams. Up until this stage, you have always used the participative decision-making process but now, time constraints and other pressures have given you no choice but to introduce consensus decision-making to your teams.

a)       How do you think teams should be trained?

b)       Why have you chosen this approach?

c)       Do not limit yourself to the methods found in the learner guide.

1. Do you believe that, once a coach is allocated, your responsibility for the

      decisions of the team disappears?   Why?

1. 3.        

a)       Should you give your team support?

b)       Why? Why not?

c)       Give at least three examples and

d)       What impact that they make on the team.

Estimated Time

40 Minutes

Objective

To provide you with an opportunity to establish systems to ensure that the organisation’s continuous improvement processes are communicated to stakeholders and develop effective mentoring and coaching processes to ensure that individuals and teams are able to implement and support the organisation`s continuous improvement processes.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

Helena Estradia has been asked to check the communication system in the administrative department. Several new processes have been introduced to the department to improve and eliminate processing steps to ensure that customers’ orders are shipped faster. Part of the process requires all orders to be emailed to the picking department and for the same email to automatically be generated to the customer. The picking department needs to pick and ship the order within 24 hours. A second email should automatically be generated once the order is finalised and shipped to the customer. All emails should be processed by the administrative department.

1.

1. Draw a flow chart for the procedure outlined above.
2. What steps seem to be missing?
3. Use the flow chart to identify the gaps in the communication process?
4. Several customers have complained that they did not receive the emails. What information should you gather to ensure that the customers receive emails that confirm processing and shipment?
5. There seems to be a general confusion about this process. Your team is not sure about the process.
   1. As a coach, explain how you would implement and support continuous improvement of this process.
   2. Include in your answer what an effective coach is, the type of coaching and the skills you would use?
   3. Explain each answer that you have given.

Estimated Time

40 Minutes

Objective

To provide you with the chance to ensure that change and improvement processes meet sustainability requirements and ensure that insights and experiences from business activities are captured and accessible through knowledge management systems.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

Your organisation wishes to expand its share of the market. You have noticed that your competitors have started using sustainability as part of their marketing.

1. Use your knowledge of an organisation to make recommendations on the following areas, to improve sales using sustainability requirements. You would also like to use Knowledge Management Systems to continuously improve your organisation`s operations. Make recommendations on how you could do this for each goal.

1. 
   Why have you made the recommendations in the table above? Discuss each one briefly.
2.  
   1. What steps would you put in place to ensure that your new initiative meets the sustainability requirements?
   2. How would you transfer the knowledge in the continuous improvement process?

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to monitor and adjust performance strategies.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

1.

1. Using Activities 1.2 and 1.3, identify strategies you could use to turn the negative customer interactions into positive interactions.
2. Do you believe that if you respond quickly to the negative feedback, you will be in a position to obtain new opportunities?
3. Explain your answer.

1. What operational progress indicator(s) could you use to measure customer satisfaction?
2. Using Activities 1.2 and 1.3 and the seven-step problem solving process, recommend the strategies that you would use to adjust and communicate these to the stakeholders.

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to establish processes to ensure that team members are informed of outcomes of continuous improvement efforts.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

1. Helena’s organisation has decided to implement the changes that have been recommended in Activities 1.2, 1.3, 2.1 and 2.2. Using Kotter’s eight-step change model, explain how you would implement the change process.
2. Draw a flow chart to demonstrate how you would communicate any changes that have been recommended.

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to ensure processes include recording of work team performance to assist in identifying further opportunities for improvement and consider areas identified for further improvement when undertaking future planning.

Activity

Complete the following individually or in a group (as applicable to the specific activity and the assessment environment):

1. Why is it important to maintain records?
2. What documentation would you recommend organisations maintain?
3. Outline how you would address and resolve poor employee performance to ensure that quality is maintained in future planning.