course material

1. Continuous improvement and innovation project
Contents Assessment information 3 Assessment instructions 4 Student assessment
agreement 6 Assessment Task 1 Cover Sheet 7 Assessment Task 1: Written questions 8
Assessment Task 1 Instructions as provided to students 10 Assessment Task 1 Checklist 11
Assessment Task 2: Continuous improvement and innovation project 12 Assessment Task 2
Instructions as provided to students 14 Assessment Task 2 Checklist 18 Assessment Task 3:
Continuous Improvement and Innovation Action Plan Project 21 Assessment Task 3
Instructions as provided to students 22 Assessment Task 3 Checklist 23 Assessment Task 4:
Continuous Improvement and Innovation Implementation Review 24 Assessment Task 4
Instructions as provided to students 25 Assessment Task 4 Checklist 27 Final results record
28 Assessment information The assessment tasks for BSBMGT608 Manage innovation and
continuous improvement 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 Assessment Task
Overview 1. Written questions You must correctly answer all questions. 2. Continuous
improvement and innovation project You must review systems and processes to develop
options for continuous improvement and innovation and prepare a report for discussion
with staff. 3. Continuous improvement and innovation action plan You must develop a
continuous improvement action plan. 4. Continuous improvement and innovation
implementation analysis You must review and report on customer service. Assessment
preparation Please read through this assessment thoroughly before beginning any tasks.
Ask your assessor for clarification if you have any questions. When you have read and
understood this unit’s assessment tasks, print out the Student Assessment Agreement. Fill it
out, sign it and hand it to your assessor, who will countersign it and keep it on file. Keep a
copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals If you do not agree with an assessment decision, you can make an
assessment appeal as per your RTO’s assessment appeals process. You have the right to
appeal the outcome of assessment decisions if you feel you have been dealt with unfairly or
have other appropriate grounds for an appeal. Assessment instructions Each assessment
task in this booklet consists of the following: Assessment Task Cover Sheet This must be
filled out, signed and submitted with your assessment responses. If you are submitting
hardcopy, the Assessment Task Cover Sheet should be the first page of each task’s
submission. If you are submitting electronically, print out the Assessment Task Cover Sheet,
fill it out, sign it and then scan and submit the file. The Assessment Task Cover Sheet will be

2. returned to you with the outcome of the assessment, which will be satisfactory (S) or
unsatisfactory (U). If your work has been assessed as being not satisfactory, your assessor
will include written feedback on the Assessment Task Cover Sheet giving reasons why. Your
assessor will also discuss this verbally with you and provide advice on reassessment
opportunities as per your RTO’s reassessment policy. Depending on the task, this may
include • resubmitting incorrect answers to questions (such as written questions and case
studies) • resubmitting part or all of a project, depending on how the error impacts on the
total outcome of the task • redoing a role play after being provided with appropriate
feedback about your performance • being observed a second (or third time) undertaking
any tasks/activities that were not satisfactorily completed the first time, after being
provided with appropriate feedback. Assessment task information This gives you: • a
summary of the assessment task • information on the resources to be used • submission
requirements • resubmission opportunities if required. Assessment task instructions This
includes questions you will need to answer or tasks that you need to complete. Your
answers must be typed using software as indicated in the assessment task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for
your assessment task submission. Include this document’s header and footer. If you are
submitting electronically, give the document a file name that includes the information as
indicated in the section called ‘Naming electronic documents’ (see below). Naming
electronic documents It is important that you name the documents that you create for this
Assessment Task in a logical manner. Each should include: • Course identification code •
Assessment Task number • Document title (if appropriate) • Student name • Date it was
created For example, BSBMGT608 AT2 Briefing Report Joan Smith 20/10/20. Icons Icons
are used in task instructions to indicate three of the common stages within the task. This
icon indicates that you will need to meet with your assessor (and possibly other students)
to complete a meeting or role play. This icon indicates that you will need to communicate
via email or send documents to via email. This icon indicates that you will need to submit an
item of evidence. This icon indicates all other stages during the task, which may include
research, developing documents, brainstorming ideas and so on. Additional resources You
will be provided with the following resources before you begin each assessment task.
Assessment Task 2: • Australian Trends Report • Recruitment Practices Report Checklist
This will be used by your assessor to mark your assessment. Read through this checklist as
part of your preparation before beginning the assessment task. It will give you a good idea
of what your assessor will be looking for when marking your responses or observing your
performance. Student assessment agreement Make sure you read through the assessments
in this booklet before you fill out and sign the agreement below. If there is anything that you
are unsure of, consult your assessor prior to signing this agreement. Have you read the
assessment requirements for this unit? • Yes • No Do you understand the requirements of
the assessments for this unit? • Yes • No Do you agree to the way in which you are being
assessed • Yes • No Do you have any specific needs that should be considered • Yes • No If
so, explain these in the space below. Do you understand your rights to reassessment? • Yes •
No Do you understand your right to appeal the decisions made in an assessment? • Yes • No
Student name Student ID number Student signature Date Assessor name Assessor signature

3. Date Assessment Task 1 Cover Sheet Student declaration To be filled out and submitted
with assessment responses • I declare that this task is all my own work and I have not
cheated or plagiarised the work or colluded with any other student(s). • I understand that if
I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me. • I have correctly referenced all resources and
reference texts throughout these assessment tasks. Student name Student ID number
Student signature Date Assessor declaration • I hereby certify that this student has been
assessed by me and that the assessment has been carried out according to the required
assessment procedures. Assessor name Assessor signature Date Assessment outcome S NS
DNS Resubmission Y N Feedback Student result response • My performance in this
assessment task has been discussed and explained to me. • I would like to appeal this
assessment decision. Student signature Date A copy of this page must be supplied to the
office and kept in the student’s file with the evidence. Assessment Task 1: Written questions
Task summary This is an open-book test, to be completed in the classroom. A time limit of 1
hour to answer the questions is provided. You need to answer all of the written questions
correctly. Your answers must be word processed and sent to the assessor as an email
attachment. Required • Access to textbooks and other learning materials. • Computer with
Microsoft Office and internet access. Timing Your assessor will advise you of the due date of
this assessment. Submit • Answers to all questions. Assessment criteria All questions must
be answered correctly in order for you to be assessed as having completed the task
satisfactorily. Resubmission 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 with written feedback along with
guidance on what you must undertake to demonstrate satisfactory performance.
Reassessment 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 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. Written answer question guidance The following written questions use a range
of “instructional words” such as “identify” or “explain”, which tell you how you should
answer the question. Use the definitions below to assist you to provide the type of response
expected. Note that the following guidance is the minimum level of response required.
Analyse: when a question asks you to analyse something, you should do so in detail, and
identify important points and key features. Generally, you are expected to write a response
one or two paragraphs long. Compare: when a question asks you to compare something,
you will need to show how two or more things are similar, ensuring that you also indicate
the relevance of the consequences. Generally, you are expected to write a response one or
two paragraphs long. Contrast: when a question asks you to contrast something, you will
need to show how two or more things are different, ensuring you indicate the relevance or
the consequences. Generally, you are expected to write a response one or two paragraphs
long. Describe: when a question asks you to describe something, you should state the most

4. noticeable qualities or features. Generally, you are expected to write a response two or
three sentences long. Discuss: when a question asks you to discuss something, you are
required to point out important issues or features and express some form of critical
judgement. Generally, you are expected to write a response one or two paragraphs long.
Evaluate: when a question asks you to evaluate something, you should put forward
arguments for and against something. Generally, you are expected to write a response one
or two paragraphs long. Examine: when a question asks you to examine something, this is
similar to “analyse”, where you should provide a detailed response with key points and
features and provide critical analysis. Generally, you are expected to write a response one
or two paragraphs long. Explain: when a question asks you to explain something, you
should make clear how or why something happened or the way it is. Generally, you are
expected to write a response two or three sentences long. Identify: when a question asks
you to identify something, this means that you are asked to briefly describe the required
information. Generally, you are expected to write a response two or three sentences long.
List: when a question asks you to list something, this means that you are asked to briefly
state information in a list format. Outline: when a question asks you to outline something,
this means giving only the main points, Generally, you are expected to write a response a
few sentences long. Summarise: when a question asks you to summarise something, this
means (like “outline”) only giving the main points. Generally, you are expected to write a
response a few sentences long. Assessment Task 1 Instructions as provided to students
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. 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). 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 Checklist
Student’s name: Did the student provide a sufficient and clear answer that addresses the
suggested answer for the following? Completed successfully? Comments Yes No 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 Task outcome: • Satisfactory • Not
satisfactory Assessor signature: Assessor name: Date: 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,

5. 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 RTO.
Required • Access to textbooks and other learning materials • 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/purchasi
ng/green-office-guide/pubs/green-office-guide.pdf Timing Your assessor will advise you of
the due date of these submissions. Submit • Email with briefing report attached • Email with
summary of meeting Assessment criteria For your performance to be deemed satisfactory
in this assessment task, you must satisfactorily address all of the assessment criteria. If part
of this task is not satisfactorily completed, you will be asked to complete further assessment
to demonstrate competence. Resubmission 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 with written
feedback along with guidance on what you must undertake to demonstrate satisfactory
performance. Reassessment 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 Instructions as provided to students
Complete the following activities: Carefully read the following scenario. 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

6. 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. Key business performance statistics: • Annual
sales revenue for financial year 20 14 – 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 1. Develop a continuous improvement and innovation briefing
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. The
student is to submit a report that is clear and concise and approximately three to four pages
in length. 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

7. that could be used. Evaluate the effectiveness of each tool/technique. • 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. 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 text of
the email should be in grammatically correct English, written in an appropriate (polite,
business-like) style. 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. Assessment Task 2 Checklist Student’s name: Did the student:
Completed successfully? 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

8. 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 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: Assessment Task 3: Continuous
Improvement and Innovation Action Plan Project 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 • Access to textbooks and other learning
materials. • Computer with Microsoft Office and internet access. Timing Your assessor will
advise you of the due date of these submissions. Submit • Email with report and action plan
attached Assessment criteria For your performance to be deemed satisfactory in this
assessment task, you must satisfactorily address all of the assessment criteria. If part of this
task is not satisfactorily completed, you will be asked to complete further assessment to
demonstrate competence. Resubmission 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.
Reassessment 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 3 Instructions as provided to students Complete the
following activities: 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

9. 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). 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 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.
Assessment Task 3 Checklist Student’s name: Did the student: Completed successfully?
Comments 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? Task outcome: • Satisfactory • Not satisfactory Assessor signature: Assessor
name: Date: Assessment Task 4: Continuous Improvement and Innovation Implementation
Review 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 • Access to textbooks
and other learning materials. • Computer with Microsoft Office and internet access. Timing
Your assessor will advise you of the due date of these submissions. Submit • Email with
implementation review report attached Assessment criteria For your performance to be
deemed satisfactory in this assessment task, you must satisfactorily address all of the
assessment criteria. If part of this task is not satisfactorily completed, you will be asked to
complete further assessment to demonstrate competence. Resubmission 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. Reassessment 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

10. 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 4 Instructions as
provided to students Complete the following activities: 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. 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). 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. Attach your implementation review report to the email. Assessment Task
4 Checklist Student’s name: Did the student: Completed successfully? 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

11. recommendations for future customer surveys? Task outcome: • Satisfactory • Not
satisfactory Assessor signature: Assessor name: Date: Final results record Student name:
Assessor name: Date Final assessment results Task Type Result Satisfactory Unsatisfactory
Did not submit Assessment Task 1 Written questions S U DNS Assessment Task 2
Continuous improvement and innovation project S U DNS Assessment Task 3 Continuous
improvement and innovation action plan S U DNS Assessment Task 4 Continuous
improvement and innovation implementation review S U DNS Overall unit results C NYC
Feedback • My performance in this unit has been discussed and explained to me. • I would
like to appeal this assessment decision. Student signature: Date: • I hereby certify that this
student has been assessed by me and that the assessment has been carried out according to
the required assessment procedures. Assessor signature: Date: