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BSBMGT403A- Implement continuous improvement

(information sourced from NTIS website http://www.ntis.gov.au/)

Description

This unit describes the performance outcomes, skills and knowledge required to implement the organisation’s continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Employability Skills

This unit contains employability skills.

Application Of Unit

Frontline managers have an active role in implementing the continuous improvement process to achieve the organisation’s objectives. Their position, closely associated with the creation and delivery of products and services, means that they have an important role in influencing the ongoing development of the organisation.

At this level, work will normally be carried out within routine and non routine methods and procedures, which require planning and evaluation, and leadership and guidance of others.

Unit Sector

No sector assigned

Performance criteria

Element			Performance criteria
1.	Implement continuous improvement systems and processes		1.1 Implement systems to ensure that individuals and teams are actively encouraged and supported to participate in decision making processes, assume responsibility and exercise initiative 1.2 Communicate the organisation’s continuous improvement processes to individuals and teams, and obtain feedback 1.3 Ensure effective mentoring and coaching allows individuals and teams to implement the organisation’s continuous improvement processes
2.	Monitor and review performance		2.1 Use the organisation’s systems and technology to monitor and review progress and to identify ways in which planning and operations could be improved 2.2 Improve customer service through continuous improvement techniques and processes 2.3 Formulate and communicate recommendations for adjustments to those who have a role in their development and implementation
3.	Provide opportunities for further improvement		3.1 Implement processes to ensure that team members are informed of savings and productivity/service improvements in achieving the business plan 3.2 Document work performance to aid the identification of further opportunities for improvement 3.3 Manage records, reports and recommendations for improvement within the organisation’s systems and processes

Skills and Knowledge

Required skills

• communication skills to:
  • coach and mentor team members
  • gain the commitment of individuals and teams to continuously improve
• innovation skills to design better ways of performing work.

Required knowledge

• principles and techniques associated with:
  • benchmarking
  • best practice
  • change management
  • continuous improvement systems and processes
  • quality systems.

Range statement

Systems may refer to:		forums, meetings newsletters and reports organisational policies and procedures web-based communication devices
Participation in decision making processes may include:		feedback in relation to outcomes of the consultative process processes which ensures all employees have the opportunity to contribute to organisational issues
Continuous improvement processes may include:		cyclical audits and reviews of workplace, team and individual performance evaluations and monitoring of effectiveness implementation of quality systems, such as International Standardization for Organization (ISO) modifications and improvements to systems, processes, services and products policies and procedures which allow the organisation to systematically review and improve the quality of its products, services and procedures seeking and considering feedback from a range of stakeholders
Mentoring and coaching may refer to:		providing assistance with problem-solving providing feedback, support and encouragement teaching another member of the team, usually focusing on a specific work task or skill
Technology may include:		computerised systems and software such as databases, project management and word processing telecommunications devices any other technology used to carry out work roles and responsibilities
Customer service may be:		internal or external to existing, new or potential clients
Processes to ensure that team members are informed of savings and productivity/service improvements may refer to:		email/intranet, newsletters or other communication devices newsletters and bulletins staff reward mechanisms team meetings

Evidence guide

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit		Evidence of the following is essential: taking active steps to implement, monitor and adjust plans, processes and procedures to improve performance supporting others to implement the continuous improvement system/processes, and to identify and report opportunities for further improvement knowledge of principles and techniques associated with continuous improvement systems and processes.
Context of and specific resources for assessment		Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
Method of assessment		A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: assessment of written reports direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning to assess knowledge of principles and techniques associated with change management review of how the organisation’s continuous improvement processes was communicated to individuals and teams review of documentation of work performance.
Guidance information for assessment		Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate IV in Frontline Management.