Course Title: Facilitate continuous improvement

Part B: Course Detail

Teaching Period: Term2 2014

Course Code: MIET6332C

Course Title: Facilitate continuous improvement

School: 650T TAFE Business

Campus: City Campus

Program: C5225 - Diploma of Management

Course Contact : Sylvia Baroutis

Course Contact Phone: +61 3 9925 5469

Course Contact

Name and Contact Details of All Other Relevant Staff

Course coordinator:

Vivien Wong
Tel: +61 3 9925 5494

Nominal Hours: 60

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites


Course Description

This unit describes the performance outcomes, skills and knowledge 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 improvements.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

This unit applies to managers who take an active role in managing a continuous improvement process in order to achieve an organisation’s objectives.  Where managers are closely associated with the creation and delivery of products and service, they play an important part in influencing the ongoing development of the organisation.

At this level, work will normally be carried out using complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem-solving and decision-making strategies.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBMGT516C Facilitate continuous improvement


1. Lead continuous improvement systems and processes

Performance Criteria:

1.1. 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
1.2. Establish systems to ensure that the organisation's continuous improvement processes are communicated to stakeholders
1.3. Ensure that change and improvement processes meet sustainability requirements
1.4. Develop effective mentoring and coaching processes to ensure that individuals and teams are able to implement and support the organisation's continuous improvement processes
1.5. Ensure that insights and experiences from business activities are captured and accessible through knowledge management systems


2. Monitor and adjust performance strategies.

Performance Criteria:

2.1. Develop strategies to ensure that systems and processes are used to monitor operational progress and to identify ways in which planning and operations could be improved
2.2. Adjust and communicate strategies to stakeholders according to organisational procedures


3. Manage opportunities for further improvement

Performance Criteria:

3.1. Establish processes to ensure that team members are informed of outcomes of continuous improvement efforts
3.2. Ensure processes include recording of work team performance to assist in identifying further opportunities for improvement
3.3. Consider areas identified for further improvement when undertaking future planning


Learning Outcomes

Details of Learning Activities

Students are required to attend all classes to participate in class and online activities. The class activities provide an opportunity to develop skills and apply theory to real life situations. The learning activities students will take a role in are:

Case studies
Project work
Collaborative classroom activities
Team activities
Peer interaction
Games and simulations
Reflection and discussion and debating
Reading the text book
Accessing materials on line

Teaching Schedule

WeekTopicCompetencyPerformance Criteria
7 Jul
Introduction to course and textbook
Ch 17
Ch 20
Ch 26
All elementsAll performance criteria
14 Jul
Ch 26 (Section/heading 2)Element 1: Leading continuous improvement systems & processes1.1 Encouraging and supporting team members to participate in decision making
21 Jul
Ch 26 (Section/heading 2)Element 1: Leading continuous improvement systems & processes1.2 Ensuring continuous improvement processes are communicated to stakeholders
28 Jul
Ch 26 (Section/heading 2)Element 1: Leading continuous improvement systems & processes1.2 Ensuring continuous improvement processes are communicated to stakeholders
4 Aug


Ch 26 (Section/heading 2)

Element 1: Leading continuous improvement systems & processes

1.3 Ensuring improvement processes meet sustainability requirements
1.4 Developing effective mentoring and coaching processes
1.5 Ensuring learning is captured and accessible through knowledge management systems

11 Aug

Preparation for Assessment 1
Element 1: Leading continuous improvement systems & processes

1.1, 1.2, 1.3

Assessment 1 due online

18 Aug

Ch 17 (section/heading 4)

Element 2: Monitoring and adjusting performance strategies2.1 Developing strategies to monitor progress and identify improvements
25 Aug

Ch 17 (section/heading 4)
Element 2: Monitoring and adjusting performance strategies2.2 Adjusting and communicating strategies to all stakeholders
No classMid-semester break 
8 Sep
Preparation for Assessment 2Element 2: Monitoring and adjusting performance strategies

2.1, 2.2

Assessment 2 due online

15 Sep

Ch 20 (section/heading 2, 3)

Element 3: Managing opportunities for further improvement

3.1 Informing the team of the outcomes of continuous improvement efforts

22 Sep
Ch 20 (section/heading 2, 3)
Element 3: Managing opportunities for further improvement3.2 Documenting work team performance to identify improvement opportunities

29 Sep


Ch 20 (section/heading 2, 3)
Element 3: Managing opportunities for further improvement3.3 Incorporating areas for improvement in future planning
6 Oct

Preparation for Assessment # 3 based on project in course, Undertake
project work

Element 3: Managing opportunities for further improvement

3.1, 3.2, 3.3

Assessment 3 due online

113 Oct
Review of course/semester 



20 Oct
Feedback on Assessment # 3  
27 Oct

Learning Resources

Prescribed Texts

Cole, K 2013, Management theory & practice, 5e, Pearson Australia, New South Wales.


Useful Websites This website is a useful resource for your assessment tasks The Learning Lab is a learning and study skills site developed by the Learning Skills Unit offering online interactive tutorials, printable handouts and an email Learning Query service. The site is designed to assist students develop the capabilities for tertiary study.

Other Resources

Overview of Assessment

Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical assessments, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work based or course activities.

Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met.  Students will be provided with feedback throughout the course to check their progress.

Assessment Tasks

In the team assessment each team member will be marked individually. You will be assessed from observation and peer feedback against several criteria including:
• Did you attend scheduled meetings, and on time?
• Did you meet deadlines for your allocated contributions?
• Did you accept constructive criticism and act on it?
• Did you contribute and share ideas and research?
• Did you participate in team activities and successfully complete all the tasks allocated to you?
• Did you treat other team members with respect?
• Did you contribute proactively to the team, or were you only reactive to others’ suggestions and directions?

Assessment 1 due Week 6 online
Individual task
Elements: 1.1, 1.2. 1.3. 1.4, 1.5

Various methods for individual evaluation will be used including contribution to wikis, discussion boards, team meetings, emails, communication systems as well as face to face questioning. All team members are expected to be competent in all aspects of the subject matter so that, even if you accept responsibility for one particular aspect of the assessment, you must know and understand all areas of the assessment

If you are currently working, use your workplace for this assessment.  If you are not working, use Reflective Records.  Imagine that your workplace - or Reflective Records - has decided to improve its customer service to their customers.

a) List the actions you would take to encourage team members to contribute ideas, ie how  to encourage contribution.  Next, suggest ideas to improve customer service, ie how to improve the service.
b) How would you let team members know about the planned improvements?
c) Who else will need to know about the planned improvements and why?
d) How do your improvement ideas meet sustainability requirements?
e) Prepare a brief coaching and mentoring plan for team members to improve their customer service skills.
f)  What knowledge management systems can be set up to capture Reflective Records’ experiences based on proceeding with the planned customer service activities?

Assessment 2 due Week 9 online
Individual task
Elements: 2.1 and 2.2

Case study: Sally Evans was recently promoted to the position of sales manager in charge of nine sales representatives and three account managers. As an account manager before her promotion, she was pretty much left to her own devices, and so long as key accounts remained happy and were continuing to spend with the organisation, her manager appeared satisfied.

In stepping into her role as manager, Sally quickly realises that her previous manager did not utilise any formal performance planning or monitoring tools. As an extremely organised and structured person, Sally’s first action is to set up a spreadsheet for each member of her team showing their sales to date against their budgeted sales figures. To encourage an open and transparent communication process amongst team members, Sally has designed each spreadsheet with a link to a team spreadsheet in which all team members can evaluate their performance against others in the team.

In the days that follow, Sally locates a list of debtor statements from key customers which reveals that many of these accounts are 90 days in arrears. This is 60 days longer than the company policy of 30 days. As the new manager, she realises that it will be her responsibility to get these outstanding debts paid and to ensure that debts are not allowed to extend beyond the recommended timeframe in the future.

  1. Sally’s predecessor did not set up any planning and monitoring systems.  What problems could arise from that?
  2. Sally decided to introduce improvement ideas on how to monitor her team performance.   What are her ideas and what are the pros and cons about them?   What would you suggest Sally do differently?
  3. How would you suggest Sally communicate her improvement ideas she has made to her team and to other relevant stakeholders (make sure that you include their clients who have accounts in arrears as one of the stakeholders)?
  4. Explain how Sally showed her innovation and lateral thinking skills when designing her ideas for achieving work outcomes.

Assessment 3 due Week 13 online
Group task
Elements: 3.1, 3.2 and 3.3

Peer assessments of self and individual group members will be conducted as part of the task. An individual group member who has been assessed as not contributing sufficiently to the group task will not share the group result and may risk failing the assessment, and hence, the course.

Task – (use the project that your group is working through in course, BUSM8720C Undertake project work)

  1. List three methods your group has used to keep your project group members informed regarding continuous improvement efforts.  Explain why these methods were used and whether they were effective.
  2. Explain how recording processes helped you and your group identify further opportunities for improvement.
  3. Describe the systems in place to
    1. document work performance
    2. report on achievements and problems
    3. record information for planning further continuous improvement.
  4. Identify mistakes that have been made while working on your project. Explain what your group has learnt from the project and list the changes you would make when planning similar projects in the future.

You are required to complete all assessments and be competent in all the Elements of Competency before being deemed to be competent in the Unit.

Assessment Matrix

Critical aspects for assessment and evidence required to demonstrate competency in this unit:

Evidence of the following is essential:
• development and use of a range of strategies and approaches that improve work outcomes or organisational functioning, using continuous improvement models
• monitoring performance and customer service. 

BSBMGT516A Facilitate continuous improvement Assessment              
Required knowledge 
• continuous improvement models
• knowledge management systems
• quality systems
• sustainability principles
Assessments 1, 2, 3
Required skills 
• communication skills tocommunicate opportunities for improvement
• learning skills to coach and mentor staff, using a range of methods to cater for different learning styles
• innovation and lateral thinking skills to design better ways for achieving work outcomes
• planning skills to establish and monitor systems and process for continuous improvement
• teamwork and leadership skills to gain the confidence and trust of others
Assessments 1, 2, 3
 Elements/Performance Criteria 
1. Lead continuous imprvement systems and processes (1.1 - 1.5)Assessment 1
2. Monitor and adjust performance strategies (2.1 - 2.2)Assessment 2
3. Manage opportunities for further improvement (3.1 - 3.3)Assessment 3

Other Information

Submission Requirements

Assessment tasks need to be submitted via myRmit and in hard copies in class, if required.

You should:

• Ensure that you submit assessments on or before the due date. If your performance in the assessment is affected by unexpected circumstances, you should consider applying for Special Consideration. Information on the process and application forms is available at;ID=ls0ydfokry9rz website.
• Always retain a copy of your assessment tasks (hard copy and soft copy)
• When you submit work for assessment at RMIT University you need to use a cover sheet that includes a declaration and statement of authorship. You must complete, sign and submit a cover sheet with all work you submit for assessment, whether individual or group work. On the cover sheet you declare that the work you are presenting for assessment is your own work. An assignment cover sheet for submission of work for assessment is available on myRmit.
• Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example, Julie Macpherson, 324567, Task 2, OHS2345C Ensure safe workplace, Page 1 of 10.

Late Submission Procedures
You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.

If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.

More Information:

Form to use:

Where an extension of greater than seven days is needed, you must apply for special consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.

More Information:;ID=g43abm17hc9w

Form to use:

Resubmissions (VET Programs):
If you are found to be Not Yet Competent in a Course Assessment Task you will be allowed one resubmission only (where applicable). Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission. The highest grade you will receive if your resubmission is successful is "CAG".

If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.

Adjustments to Assessment
In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:

More Information:;ID=7usdbki1fjf31

Marking Guide (competency):

Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp on the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention.

You need to demonstrate you are competent in each element of the unit of competency you are studying.

You will receive feedback on each assessment task that will inform you whether you are competent or not and how well you are performing. Once competent in all elements of the unit you receive a competency grading.

Please refer to the Final Grades table below.

Marking Guide (Grading)

After achieving competency we then grade your performance in the unit; this gives you the opportunity to have the level of your performance formally recognized against industry standards and employability skills.

The grading is according to the following criteria:

Create, lead and manage continuous improvement systems and processes in order to achieve organisational (Reflective Records’) objectives.

Design better ways for achieving work outcomes by thinking laterally and innovatively. Exhibit a keeness to learn by doing and reflecting.

Exercise discretion and judgement, using a range of problem solving and decision making strategies to achieve productivity gains.

Take responsibility for meeting deadlines, delivering quality work and contributing to team effectiveness.

Communicate opportunities for improvement, and to coach and mentor others. Show leadership skills to gain the confidence and trust of team members.

Final Grades table:

CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit
CAG Competency Achieved – Graded
NYC Not Yet Competent
DNS Did Not Submit for assessment

Course Overview: Access Course Overview