CA Innovation and Development

Assessment
Innovation and Development

BSBMGT608 Manage innovation and continuous improvement
CA Innovation and Development
Module overview
Module Title: Innovation and Development
Module Description:
This module will focus on:
 The skills and knowledge required to sustain and develop an environment in which
continuous improvement, innovation and learning are promoted and rewarded.
Module outcome
At the conclusion of this module, students will have the ability to:
 analyse and evaluate systems and performance in key areas of the organisation and identify
opportunities for improvement, seeking advice from experts as appropriate
 promote the value of creativity, innovation and sustainability and recognise successes
 support the testing and trialling of new ideas and undertake risk management and cost-benefit
analysis for options
 plan for and implement improvements using organisation’s processes for approvals, project
management and change management
 facilitate effective contributions to and communications about continuous improvement and
innovation
 capture insights, experiences and ideas for improvements and incorporate them into the
organisation’s knowledge management systems and future planning.
 outline cost-benefit analysis methods
 describe creativity and innovation theories and concepts
 list organisational learning principles
 identify quality management and continuous improvement theories
 describe relevant risk management concepts
 outline relevant sustainability practices.
Bridge Business College. Version 1.0 March 2020

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Assessment Activities
The assessment tasks for Innovation and Development are included in this Student Assessment Tasks
booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment Plan
When Assessment Task Overview Outcome
Task 1: Upload
Week 1 Introduction to Innovation You learn the fundamentals of this Completion of written
and Development subject and then answer questions to questions 1 to 6
Written questions show you understand the knowledge
required of this unit. Enterprise Skills lessons 1
and 2 quizzes
Enterprise Skills
Task 1: Upload
Introduction to Innovation You learn the fundamentals of this Completion of written
Week 2 and Development subject and then answer questions to questions 7 to 13
Written questions show you understand the knowledge
required of this unit. Enterprise Skills lessons 3
and 4 quizzes
Enterprise Skills
Task 2 Upload:
Week 3 Continuous improvement You must review systems and Completion of activities 1 & 2
and innovation project processes to develop options for
continuous improvement and Enterprise Skills lessons 5
innovation and prepare a report for and 6 quizzes
discussion with staff.
Enterprise Skills
You must review systems and Task 2 Upload:
Week 4 Continuous improvement processes to develop options for Completion of activities 3 & 4
and innovation project continuous improvement and
innovation and prepare a report for Enterprise Skills lessons 7
discussion with staff. and 8 quizzes
Enterprise Skills
Task 3 Upload:
Week 5 Continuous improvement You must develop a continuous Completion of activities 1 & 2
and innovation action plan improvement action plan.
Enterprise Skills lessons 9
Enterprise Skills and 10 quizzes
You must review and report on Task 4 Upload
Week 6 Continuous improvement customer service. Completion of activities 1 and
and innovation 2
implementation analysis Complete any remaining tasks Submission of any remaining
tasks
Review and finalisation Enterprise Skills Enterprise skills certificate of
completion

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Additional Resources
You will be provided with the following resources you begin Assessment Task 2
 Australian Trends Report

 Recruitment Practices Report
Assessment Instructions
See your Student Assessment Checklist for information concerning submission of assessments, re-
submission of assessments and assessment appeal.

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Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom.
You need to answer all of the written questions correctly.
Your answers must be word processed.
Required
 Access to textbooks/other learning materials
 Computer and Microsoft Office
 Access to the internet
Timing
Your assessor will advise you of the due date of this assessment.
Submit
 Answers to all questions

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Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Outline two methods for conducting cost-benefit analysis.
2. Describe two creativity theories and their application to workplace innovation.
3. Describe the diffusion of innovation theory and why a manager implementing an innovation may
find this theory useful.
4. Outline the concept of a learning organisation.
5. Explain the concept of shared vision as an important organisational learning principle.
6. Explain the concept of team learning as an important organisational learning principle.
Week 1 Complete
7. Identify and discuss in detail five quality management and continuous improvement theories.
8. Discuss the implications for businesses of Kotter’s 8-Step change model for transformational
change.
9. Explain the purpose of the ISO 9000 Standards for Quality Management and the standards that
are included.
10. Describe the concept of risk as identified in the Australia/New Zealand Standard for Risk
Management (AS/NZS ISO 31000:2009).

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11. Describe the concept of risk management and outline the factors that make a risk management
system successful and the factors that may inhibit effective risk management.
12. In your own words, describe the seven steps in the risk management process as outlined in
AS/NZS ISO 31000:2009.
13. Identify and outline three different sustainability practices common in Australian workplaces.
Assessment Task 1
Student Assessment Checklist
Your trainer will be using this checklist to assess your competence
Check your work
Did you… Yes No Comments
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13

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Assessment Task 2: Continuous improvement and innovation

project
Task summary
For this assessment task, you are required to review systems and processes of a fictional business,
Woodhouse Recruitment, to develop options for continuous improvement and report back to the
management team.
This assessment is to be completed in the simulated work environment in the college.
Required
 Computer with Microsoft Office and internet access
 Space for a meeting
 Roleplay participants
 Australian Trends Report
 Recruitment Practices Report
 Green office ideas: http://www.environment.gov.au/archive/settlements/publications/government/
purchasing/green-office-guide/pubs/green-office-guide.pdf
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Upload email with briefing report attached
 Upload email with summary of meeting

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Carefully read the following:
Woodhouse Recruitment is based in central Melbourne and is a recruitment agency offering recruitment
services, including sourcing, screening and selecting candidates to meet clients’ requirements. The
company was established in 2010 by Simon and Petra James, a husband and wife team who are the
Directors of the company. The company also employs a receptionist, five recruitment consultants and an
Administration Manager. The agency plans to recruit a further 2 new consultants to start with the company in
early 2018.
The company specialises in the recruitment area of Administration and Office Support, Accounting, IT and
Sales and Marketing for both permanent and temporary staff. The company sees its point of difference as
being an owner operated, boutique recruitment agency. The company currently has approximately 30 clients
who regularly use their services.
At a recent management team meeting, the management team (the Directors, Administration Manager and
the Senior Recruitment Consultant), discussed the need to implement systems and processes for
continuous improvement and innovation into the company. This is in part based on the need to stand out
from the competitors in an industry where there are a large number of recruitment agencies. A number of
issues were discussed at the management meeting, which the management team feel need further
exploration as part of introducing continuous improvement systems and innovations.
Services Standards
The company states on its web site that it has the following delivery service standards:
 Service Promise: we are clear in what we offer and the benefits it brings to you
 Service Delivery: we offer consistent and reliable service to you
 Customer Relationships: we are open and friendly with all of our customers
 Compliance: we ensure we adhere to all ethical and legal requirement
However, service standards have not been clearly defined and there are no performance indicators in place
to measure performance.
Key performance indicators

No formal performance indicators in place to measure key service standards including how quickly
candidates are recruited to fill jobs or how many of the candidates pass the trial period effectively.
Social Media
There is no social media strategy in place. Currently the company is not using social media to market
positions or to source candidates but recognizes this is an area for development. Currently most candidates
are usually found through the existing database (60%) or through advertising on job search web sites.
Staff professional development

While all recruitment consultants are expected to have minimum qualifications and experience, there is no
process in place to ensure that recruitment consultants continue to participate in professional development
activities to keep their skills up to date. There is also no performance appraisal system in place.
Sustainability
The business currently does not have any formal sustainability initiatives in place and is conscious of
moving towards a green office environment both to be an environmentally friendly business, as well as to
reduce costs.
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Key business performance statistics:

 Annual sales revenue for financial year 2014 - 2015 is $1,350,000, an increase of 10% from the
previous year.
 Increase in profits for this financial year compared to the last one is 9%
 16% of placements are in the IT area, 18% in accounting, 20$ in sales and marketing and the
remainder in administration and office support.
 60% of revenue is from repeat client business.
 Fill rate is 40% (where fill rate is the number of job orders filled by the number of job orders received
multiplied by 100).
 Average time to fill contracts for 2014 were as follows:
o Temporary contracts are 8 days
o Contract work is 20 days
o Permanent search 23 days
o Executive search 33 days
Key performance indicators currently used to measure business performance focus on financial indicators,
including net operating profit and sales revenue. The company also tracks its fill rate and is seeking to
improve this to the industry average of 47% over the next year.
Complete the following activities:
1. Develop a continuous improvement and innovation report

Review the scenario information and, based on your review, select two topics or areas that you
can research and review, develop continuous improvement and options and then plan to
implement innovative processes for. One of these topics you select must be in relation to
improving a sustainability program.
When you have identified the two topics or areas, you will then be required to prepare a report to
your manager (your assessor). Your report should be written in clear and concise English and
contain relevant headings to address the required information. As a guide, your report should be
3 to 4 pages long.
Your report must address the following for both topics:

 Your topics or areas for improvement that you will plan a continuous improvement and
innovative processes for, one being a sustainability program
 Identify and discuss a range of strategies that you can implement to monitor and evaluate
the current performance and sustainability of your topics/areas for improvement. Identify at
least two strategies for each area selected.
 Analyse and provide a detailed account of the current supply chain and the (operational,
product or service) systems the business is using to deliver their service. Explain what is
working well and what could be improved.
 Identify how the topics/areas for improvement performance could be measured, including an
outline of the assessment tools or techniques that could be used. Evaluate the effectiveness
of each tool/technique.

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 Identify at least two specialists that could help Woodhouse Recruitment. For example, this
may be to identify technology and electronic commerce opportunities or to implement your
ideas about continuous improvement and innovation. Include their contact details, the
services they offer and a rationale as to why it may be beneficial for the company to use
their services.
 Conduct research and analyse and report on trends and opportunities relevant to
Woodhouse Recruitment in relation to your topics/areas for improvement. Use the resources
provided by the assessor as listed under ‘Required’, as well as any other relevant
resources.
 Compare Woodhouse Recruitment's business performance statistics to industry
benchmarks and provide an assessment of why or why not the company may not have met
their targets.
 Discuss three examples of other innovative business ideas that Woodhouse Recruitment
could adopt and implement.
2. Send an email to the Manager (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite,
business-like) style.
It should introduce and summarise the contents of the attachment, seek their feedback, and ask
for the place, date and time of your meeting.
Attach your report to the email.
The report should be sent at least three days prior to the meeting.
Week 3 Complete
3. Participate in a meeting to discuss your continuous improvement and innovation report

Your assessor will organise two other students to attend your presentation. These students will
be playing the role of the management team.
At the meeting, you should discuss the key findings of your report, as well as your ideas for
continuous improvement and innovation in the business.
During the meeting, you will need to demonstrate your interpersonal skills, as well as your ability
to build trust and confidence and encourage creativity in the management team. To do this you
will need to demonstrate throughout your presentation your ability to clearly and confidently
present information, encouraging questions from the team, discussing/brainstorming ideas and
active listening techniques.
Make notes as required of the feedback provided. At the end of the meeting, you will need to
take on board feedback provided and agree with the management team on the best way forward
with your continuous improvement and innovation initiatives.
4. Send an email to all parties involved (your assessor).

The email should summarise the ideas agreed to and seek final agreement to proceed with the initiatives
based on the meeting discussion and as summarised in the email.

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Assessment Task 2
Check work
Did student Comments

Yes No
In the report, identify two key areas for continuous
improvement and innovation based on the review of the
case study information?
For each key area identified, identify and report on at
least two strategies to monitor and evaluate the current
performance and sustainability for improvement?
For each key area, analyse and report on a detailed
account of the current supply chain and the
(operational, product or service) systems the business
is using to deliver their service, as well as an
explanation of what is working well and what could be
improved?
For each key area, identify and report on how the topics
or areas for improvement performance could be
measured, including an outline of the assessment tools
or techniques that could be used, as well as an
evaluation of the effectiveness of each tool/technique?
In the report, identify at least two specialists that could
help Woodhouse Recruitment and provide their contact
details, the services they offer and the rationale as to
why it may be beneficial to use their services?
In the report, provide an analysis of trends and
opportunities relevant to Woodhouse Recruitment in
relation to the topics and areas for improvement?
In the report, compare Woodhouse Recruitment's
business performance statistics to industry benchmarks
and provide an assessment of why they may not have
met their targets?
In the report, identify at least three recommendations
for continuous improvement and innovation that
Woodhouse Recruitment could adopt and implement?
Submit a report in clear and concise English?
Demonstrate the ability to meet timelines?
Participate in the meeting on the specified date?
At the meeting, clearly discuss the key findings of the
report, as well as ideas for continuous improvement

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Check work

Yes No
and innovation in the business?
Demonstrate their interpersonal skills ability to build
trust and confidence and encourage creativity in the
management team through:
 Clearly and confidently presenting information
 Encouraging questions from the team
 Discussing/brainstorming all ideas
 Active listening techniques?
At the meeting, discuss and agree on actions for

innovation and continuous improvement?
Following the meeting, submit a short email
documenting the continuous improvement initiatives
agreed to?
Confirm a final agreement to proceed with the initiatives
based on the meeting discussion?
Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature
Assessor name
Date

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action plan
Task summary
This assessment task requires you to develop action plans for implementing the continuous improvement
and innovation changes that have been agreed to.
This assessment is to be completed in the simulated work environment in the RTO.
Required
Timing
Submit
 Upload email with report and action plan attached

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1. Develop action plan and report

You are required to develop action plans for implementing the continuous improvement and
innovation initiatives agreed to in Assessment Task 2.
You are also required to develop a plan for each agreed initiative.
Your plans should be developed using a project management tool such as a GANTT chart that
sets out all of the actions required to implement the initiatives including timing, responsibilities,
required resources, communication and key performance indicators for assessing the
introduction of the initiative.
In a separate document to accompany the action plan, you are required to develop a short
report that includes:
 Discuss the importance of continuous improvement and sustainability as an essential
element of business and competition.
 Include a risk assessment for each initiative, identifying the possible risks and how they can
be managed. Identify two risks for each initiative and at least two risk management
strategies for each.
 Document a cost-benefit analysis for each initiative making assumptions in your analysis
including assumed cost and benefits.
 Document the impact of the change and the consequences for staff for each initiative
 Document a brief contingency plan in the event of failure of the initiative
2. Send an email to your Manager (your assessor).

It should introduce and summarise the contents of the attachment, seek their feedback and
approval to move forward with the project.
Attach your action plans and reports to the email.
You will be assessed as to whether your plan and email have been written in clear and concise
English and whether your email and plan addresses all of the content as specified in the
assessment instructions above.

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Assessment Task 3
Check work

Yes No
Submit the email and action plan in clear and concise
English?
Submit an action plan including:
 Timing
 Responsibilities
 Required resources
 Communication
 Key performance indicators for assessing the
introduction of the initiative?
For each action plan for the identified continuous
improvement area, report on:
 The importance of continuous improvement and
sustainability as an essential element of business
and competition.
 Identify at least two risks for each initiative and two
risk management strategies.
 Cost-benefit analysis for each initiative
 The impact of the change and the consequences for
staff for each initiative
 Contingency plan in the event of failure of the
initiative?
Assessor signature
Assessor name
Date

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implementation analysis
Task summary
This assessment task requires you to develop a memo for the management team to report on customer
service provision.
This assessment is to be completed in the simulated work environment in the RTO.
Required
Timing
Submit
 Upload email with implementation review report attached

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Carefully read the following:
As part of the continuous improvement and innovation review and implementation, Woodhouse Recruitment
implemented a formal survey to assess each candidate’s satisfaction with the company’s services. The
survey included 15 questions and is focused on the company’s services and desire to improve these. Of the
100 surveys that were sent out by post, only 12 were returned.
Customer survey findings are as follows:
Overall satisfaction with Woodhouse Recruitment:

7 totally satisfied
2 somewhat satisfied
0 dissatisfied
1 totally dissatisfied
No comments provided
Ease of doing business with Woodhouse Recruitment:

5 totally satisfied
4 somewhat satisfied
2 dissatisfied
1 totally dissatisfied
Comments from candidates:

 Got the job I wanted, thanks so much
 Consultants friendly
 Hard to contact consultants
 Didn’t keep us up to date with progress of applications
Customers who said they would recommend Woodhouse Recruitment to others:

5 very much so
4 most likely
2 no, I would not recommend
1 definitely not recommend
Comments from candidates:

 Would definitely recommend
 I would not recommend as I was not happy about the lack of information throughout the process
 I wouldn’t recommend. I kept being sent for jobs that just weren’t right for me.

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1. Prepare an implementation review report

Review the case study information, and write a short (about one page) report that includes the
following:
a. Read the article below and develop an analysis based on your review of this article as to why
the survey sent out by Woodhouse Recruitment might have not been effective.
http://www.peoplepulse.com/resources/useful-articles/recruitment-process-feedback/
b. Discuss the successes from this type of continuous improvement initiative. Discuss what
could Woodhouse Recruitment take from this experience into future efforts to improve
performance.
c. Review and analyse the results of the 12 surveys received outlining the results of the
customer survey, as well as potential reasons for the low return.
Present the results of the survey in bar charts that include the percentages and provide an
analysis of the overall customer satisfaction, ease of doing business and customer loyalty.
You should also comment on the validity of the findings given the low return.
d. Make recommendations for future customer surveys, including the frequency
2. Send an email to your manager (your assessor).

It should introduce and summarise the contents of the attachment.
Attach your implementation review report to the email.

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Assessment Task 4
Check work
Did student… Comments

Yes No
In the report, provide an analysis of the failure of the
survey?
In the report, outline the successes of the continuous
improvement initiative?
In the report, provide:
 An analysis of the results as bar charts and that
clearly shows the results of the survey and in
percentages.
 An analysis of the results against industry
benchmarks for overall customer satisfaction, ease
of doing business and customer loyalty
 An overall analysis of how the company is
performing in terms of customer service?
In the report, and based on the analysis, provide
recommendations for future customer surveys?
Assessor signature
Assessor name
Date

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Assessment

Innovation and Development

Module Title: Innovation and Development

Bridge Business College. Version 1.0 March 2020

Bridge Business College. Version 1.0 March 2020

 Australian Trends Report

Bridge Business College. Version 1.0 March 2020

Assessment Task 1: Written Questions

Bridge Business College. Version 1.0 March 2020

Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Outline two methods for conducting cost-benefit analysis.

2. Describe two creativity theories and their application to workplace innovation.

4. Outline the concept of a learning organisation.

5. Explain the concept of shared vision as an important organisational learning principle.

6. Explain the concept of team learning as an important organisational learning principle.

Bridge Business College. Version 1.0 March 2020

Did you… Yes No Comments

Bridge Business College. Version 1.0 March 2020

Assessment Task 2: Continuous improvement and innovation

This assessment is to be completed in the simulated work environment in the college.

Bridge Business College. Version 1.0 March 2020

Assessment Task 2 Instructions

Carefully read the following:

Key performance indicators

Staff professional development

Key business performance statistics:

Complete the following activities:

1. Develop a continuous improvement and innovation report

Your report must address the following for both topics:

Bridge Business College. Version 1.0 March 2020

2. Send an email to the Manager (your assessor).

3. Participate in a meeting to discuss your continuous improvement and innovation report

4. Send an email to all parties involved (your assessor).

Bridge Business College. Version 1.0 March 2020

Did student Comments

Bridge Business College. Version 1.0 March 2020

Did student Comments

At the meeting, discuss and agree on actions for

Bridge Business College. Version 1.0 March 2020

Assessment Task 3: Continuous improvement and innovation

This assessment is to be completed in the simulated work environment in the RTO.

Bridge Business College. Version 1.0 March 2020

Assessment Task 3 Instructions

1. Develop action plan and report

2. Send an email to your Manager (your assessor).

Attach your action plans and reports to the email.

Bridge Business College. Version 1.0 March 2020

Did student Comments

Bridge Business College. Version 1.0 March 2020

Assessment Task 4: Continuous improvement and innovation

This assessment is to be completed in the simulated work environment in the RTO.

Bridge Business College. Version 1.0 March 2020

Assessment Task 4 Instructions

Overall satisfaction with Woodhouse Recruitment:

Ease of doing business with Woodhouse Recruitment:

Comments from candidates:

Customers who said they would recommend Woodhouse Recruitment to others:

Comments from candidates: