BSBSTR502 - Assessment Task 2 – Performance and Skills

Task summary

This assessment task requires you to undertake market research relevant to a product or service available in today’s marketplace.

This project requires you to complete the assessment tasks in a real workplace (your current workplace can be used). If you are not working, select a workplace you are familiar with.

Required

• Access to textbooks/other learning materials.
• Access to a computer and Microsoft Office.
• Access to the internet.

Note- If you do not have access to Microsoft Office, you must save your work as PDF before uploading.

Submit

• This completed workbook

Assessment criteria

• All questions must be answered correctly for you to be assessed as having completed the task satisfactorily.

Re-submission opportunities

• You will receive feedback on your performance from your Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

• If any part of the task is not satisfactorily completed, your assessor will provide you with written feedback to guide you on what you must undertake to demonstrate satisfactory performance. This assessment may be re-attempted twice. Your resubmission must be uploaded within three (3) days of receiving your grade of “not yet satisfactory”. You must clearly display “Resubmission” on your resubmitted work.

• You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with your assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

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Re-submission opportunities

You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Assessment Task 2 – Performance and Skills

 General instructions

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 these and the responses to the client on Canvas. On Canvas, you can also access policies and other information that you may wish to use such as performance reviews, or strategic information. Before you begin implementation, Head Office wants to see your plan.

Additional information required for this project (e.g., organisational goals, policies, and procedures) can be found on the Bounce Fitness website. Access the following link to visit the Bounce Fitness website:

<http://bounce.precisiongroup.com.au/>

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.

Q1) 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.

Q2) 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.

Q3) Describe the use of mentoring and coaching in your strategies for attaining continuous improvement.

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 additional resources to complete Part B:

• Creating a Continuous Improvement Plan

Q4) 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.

Q5) Using the strategy that you developed, discuss what information will be produced and how it can be used to effectively measure performance.

Q6) 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 additional resources to complete Part C:

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

Q7a) Describe the methods you will use to communicate successes to your team?
Q7b) Why do you consider these processes useful?
Q7c) How will this information be used for future planning?

Q8) Develop a process for recording team performance in continuous improvement activities.