RECORD OF ASSESSMENT
Business Unit/Work Group Business, Justice and IT / Management Studies
Qualification code BSB42015
Qualification title Certificate IV in Leadership and Management
Unit code/s BSBINN301
Unit title/s Promote innovation in a team environment
Student name
Student SIS ID
OUTCOMES
Satisfactory Not Satisfactory
Assessment 1: Create Opportunities
Assessment 2: Support and guide colleagues
Assessment 3: Reflect on how the team is working
Assessment 4: Short answer questions
Outcome – Unit of competency Pass Fail
Signature, lecturer:
Date:
Feedback:
Re-assessment arrangements: Describe arrangements for re-assessment
OUTCOMES AFTER RE-ASSESSMENT
Satisfactory Not Satisfactory
Assessment 1: Create Opportunities
Assessment 2: Support and guide colleagues
Assessment 3: Reflect on how the team is working
Assessment 4: Short answer questions
Outcome – Unit of competency Pass Fail
Signature, lecturer:
Date:
Feedback:
STUDENT PRACTICAL OBSERVATION ASSESSMENT
Business Unit/Work Group Business, Justice and IT / Management Studies
Qualification Code BSB42015
Qualification Title Certificate IV in Leadership and Management
Unit Code/s BSBINN301
Unit Title/s Promote Innovation I a team Environment
Assessment Task Title Assessment 1: Create Opportunities
Student Name
Student SIS ID
Assessor Name
Date
STUDENT GUIDE FOR PRACTICAL ASSESSMENT
Overview of Assessment This assessment requires to meet with a team and create opportunities for innovation
Task/s to be assessed There are 6 assessment tasks (1.1, 1.2, 1.3, 1.4, 1.5,1.6)
Time allowed Assessment length is outlined per each assessment task
Assessment is Due 2nd June after your start date
Location Assessment will take place externally in your own time. You will be required to use technology such as WORD or EXCEL to complete the
Decision making rules To receive a satisfactory outcome for this assessment you must complete all parts
Assessment conditions Assessment questions will be completed independently and submitted by email to your facilitator by the due date as indicated above.
• Assessment responses will be submitted using the templates provided where indicated.
Resources required • You will need a computer and access to the internet to conduct your research.
• You will need to ensure that your computer is loaded with WORD/EXCEL to complete the written task
Results/Reassessment Students will be advised of assessment outcome 2 weeks after due date.
If student assessment is not satisfactory 1 opportunity to resubmit will be provided.
ASSESSMENT 1 – CREATE OPPORTUNITES.
Background
The Customer Service Manager has sent an email to all employees explaining that one of the most important roles in the organisation is to respond to all customer complaints in a timely fashion and recommend the appropriate action to address the complaint.
It has been identified that this is not happening and the organisation is now experiencing high levels of calls from customers complaining again that their complaints have not been dealt with.
This issue has now impacted on the team, and morale is at an all-time low and no one in the team really knows how to move into a new innovative state.
The team is keen to address this issue, but no one wants to be responsible to lead the team.
It has been decided that you will work with two other team members to find a better way of addressing these issues.
Your team has now come together for the first meeting (You will be allocated with a study group of three participants) and you will need to agree on effective ways of working together. (Study group will need to be prepared with some information regarding questions below when they attend this meeting)
You will be required to video your face during the meeting (using Skype4Business https://www.tafesa.edu.au/services/Skype-for-Business) and submit the recording to your lecturer on CATAPULT. PLEASE NOTE WE DO NOT NEED TO SEE THE OTHER PEOPLE, WE ONLY NEED TO HEAR THEM.
In the recording you will be assessed on actively participating in verbal exchange of ideas, listening and questioning and use clear language to clarify rules and roles relating to team activities.
In the meeting please document the following and submit to lecturer:
1.1 As this is your first meeting as a team, develop and document team norms and submit to lecturer.
Also, how will the team operate and communicate for example when will team meet? How will team members be valued and recognised?
1.2 Consider what your team needs to do to fulfil the organisational requirements for customer complaints and consider what else the team needs and wants to achieve. (see below Policy and Procedure for Customer Complaints)
1.3 Members of your team all have daily tasks that need to be completed as part of their roles including customer complaints.
Your daily tasks include responding to all emails in a timely manner from internal and external customers, in some cases up to 30 emails per day. You also look after new employees in a mentor role, this includes one on one catch ups every day.
Team member two, is in charge of WHS for your department, they must report and investigate all incident reports and unfortunately at the moment there has been a few come through. They must also do daily checks on Personal protection equipment.
Team member three is in a customer service role and deals on a daily basis with new and existing customers enquiries plus also speaks to suppliers.
Discuss workload the team is currently doing (consider daily tasks for the three members of the team) and what percentage of the day is taken up by these tasks. List one opportunity per participant for an innovative action to solve the issues.
1.4 There is another department that is experiencing the same issue as your team and you know that they have started working on addressing the issue. Discuss how you could work with this team to consolidate your ideas.
From your meeting:
1.5 Using the example from 1.4 you are required to develop an action plan so that everyone will know what they need to do, ensure there is a sharing of tasks. The action plan will also identify timelines.
Action (Tasks) By whom By when (timeline) How Why
1.6 Using an example form your personal work experience as a member of a team that was required to develop new ideas, explain the situation and then describe why it is essential for team members to discuss each other’s contributions to the team respectfully.
Procedure CUSTOMER COMPLAINTS
Policy All customers with complaints are to be treated courteously. A complaint should be seen as a way to identify customer service issues which need improvement.
Definitions A customer complaint could refer to:
• damaged goods
• poor quality goods
• non-delivery or late delivery
• incorrect goods delivered
• incorrect quantity of goods delivered
• incorrect prices
• customer service.
Related
documents Incoming Calls Policy and Procedure
Customer Complaints Log
Monthly Customer Service Report
Authority of sales representatives and other Sales Department employees
Options provided to customers for resolving complaints must be offered within the bounds of the normal authority of sales representatives as per Sales Department directives.
Those outside normal authority should be referred as follows:
• product quality, incorrect prices and customer service ? Sales Manager
• incorrect prices ? Accountant
• damaged goods and delivery problems ? Warehouse Supervisor.
Complaints should be dealt with and not referred to other employees unless absolutely necessary.
Do not acknowledge that the organisation is at fault. This could lead to the customer taking legal action.
Telephone complaints
Incoming calls policy and procedure should be followed when answering telephone customer complaint calls. All complaints should be transferred to the Sales employee who dealt with the original customer enquiry. If the Sales employee is not available, complaints should be handled by another Sales Department employee.
Clarify customers’ complaints by polite questioning, repeating and summarising the details of the complaint. If possible or relevant, customers should be provided with a number of options to solve the problem. Negotiate with the customer on the most appropriate option.
Once negotiated, the option to resolve the complaint and the follow-up action to be taken should be clearly stated during the telephone conversation and afterwards confirmed in writing by letter, fax or email.
All customer complaint information must be recorded in the Customer Complaints Log. These entries will be collated monthly and reported in the Monthly Customer Service Report.
Face-to-face complaints
Clarify customers’ complaints by polite questioning, repeating and summarising the details of the complaint.
If possible or relevant, customers should be provided with a number of options to solve the problem. Negotiate with the customer on the most appropriate option. Once negotiated, the option used to resolve the complaint and the follow-up action to be taken should be clearly stated during the conversation and afterwards confirmed in writing by letter, fax or email.
All customer complaint information should be recorded in the Customer Complaints Log. These entries will be collated monthly and reported in the Monthly Customer Service Report.
Other complaints
Other complaints may be received by:
• letter
• fax
• email.
If possible or relevant, customers should be provided with a number of options to solve the problem. This information should be clearly stated in writing by letter, fax or email. Use the same form for the response as the complaint unless the customer indicates otherwise (i.e. letter, fax or email). Customers should also be informed of the follow-up action which will be taken and the timeframe for the action.
All customer complaint information should be recorded in the Customer Complaints Log. These entries will be collated monthly and reported in the Monthly Customer Service Report.
Following up complaints
All follow-up action should be taken in the timeframe indicated to the customer.
If action cannot be taken within the timeframe indicated, inform the customer and indicate when it is expected that the follow-up action will take place. If it is relevant, offer alternatives to the customer.
Following up customer service issues
If a customer complaint reveals a customer service issue which needs improvement, the person dealing with the complaint should provide the Sales Manager with details of the issue and if appropriate, suggestions as to how it can be improved.
STUDENT WRITTEN ASSESSMENT
Business Unit/Work Group Business, Justice and IT / Management Studies
Qualification Code BSB42015
Qualification Title Certificate IV in Leadership and Management
Unit Code/s BSBINN301
Unit Title/s Promote Innovation in a team environment
Assessment Task Title Assessment 2: Support and guide colleagues
Student Declaration I hereby declare that the material herein submitted for assessment is my own work except where specifically acknowledged and referenced.
Student Name
Student SIS ID
Student Signature
Date
Assessor Name
STUDENT GUIDE FOR WRITTEN ASSESSMENT
Overview of Assessment This assessment requires you to support and guide your team
Task/s to be assessed There are 5 assessment tasks (2.1, 2.2, 2.3, 2.4, 2.5)
Time allowed Assessment length is outlined per each assessment task
Assessment is Due 2nd June after your start date
Location Assessment will take place externally in your own time. You will be required to use technology such as WORD or EXCEL to complete the
Decision making rules To receive a satisfactory outcome for this assessment you must complete all parts
Assessment conditions Assessment questions will be completed independently and submitted by email to your facilitator by the due date as indicated above.
Assessment responses will be submitted using the templates provided where indicated.
Resources required You will need a computer and access to the internet to conduct your research. You will need to ensure that your computer is loaded with WORD/EXCEL to complete the written task
Results/Reassessment Students will be advised of assessment outcome 2 weeks after due date.
If student assessment is not satisfactory 1 opportunity to resubmit will be provided.
ASSESSMENT 2 – SUPPORT AND GUIDE COLLEAGUES.
Background
It has been two weeks since the meeting and while the meeting was productive and everyone had been allocated with tasks and activities, you have noticed that timelines are not being met. This is causing another issue for the team.
In a team meeting discuss what can be done to solve this issue.
2.1 Document what supportive behaviour techniques you used in the meeting and how did these techniques support your team’s innovation.
2.2 Document how the team could use external factors to contribute to the team remaining innovative.
2.3 List three methods you could use to share information that may come to you from other team members.
2.4 Discuss two ways you challenged and could test ideas within the team positively and collectively.
2.5 Describe the methods you used to look at other team members opinions in an encouraging way to create other innovations on an ongoing basis.
STUDENT WRITTEN ASSESSMENT
Business Unit/Work Group Business, Justice and IT / Management Studies
Qualification Code BSB42015
Qualification Title Certificate IV in Leadership and Management
Unit Code/s BSBINN301
Unit Title/s Promote Innovation in a team environment
Assessment Task Title Assessment 3: Reflect on how the team is working.
Student Declaration I hereby declare that the material herein submitted for assessment is my own work except where specifically acknowledged and referenced.
Student Name
Student SIS ID
Student Signature
Date
Assessor Name
STUDENT GUIDE FOR WRITTEN ASSESSMENT
Overview of Assessment This assessment requires you to reflect and receive feedback to make innovation improvements.
Task/s to be assessed There are 5 assessment tasks (3.1, 3.2, 3.3, 3.4, 3.5)
Time allowed Assessment length is outlined per each assessment task
Assessment is Due 2nd June after your start date
Location Assessment will take place externally in your own time. You will be required to use technology such as WORD or EXCEL to complete the
Decision making rules To receive a satisfactory outcome for this assessment you must complete all parts
Assessment conditions Assessment questions will be completed independently and submitted by email to your facilitator by the due date as indicated above.
• Assessment responses will be submitted using the templates provided where indicated.
Resources required • You will need a computer and access to the internet to conduct your research. You will need to ensure that your computer is loaded with WORD/EXCEL to complete the written task
Results/Reassessment Students will be advised of assessment outcome 2 weeks after due date.
If student assessment is not satisfactory 1 opportunity to resubmit will be provided.
ASSESSMENT 3 – REFLECT ON HOW THE TEAM IS WORKING
Now it is time to reflect on how the team is working.
Your team will now come together for a final meeting (study group of three participants). Study group will need to be prepared with some information regarding questions below when they attend this meeting.
You will be required to video your face during the meeting (using Skype4Business https://www.tafesa.edu.au/services/Skype-for-Business) and submit the recording to your lecturer on CATAPULT . PLEASE NOTE WE DO NOT NEED TO SEE THE OTHER PEOPLE, WE ONLY NEED TO HEAR THEM.
In the recording, you will be assessed on actively participating in verbal exchange of ideas, listening and questioning and use clear language to clarify rules and roles relating to team activities.
3.1 Discuss with your team their progress, and identify the future opportunities for improvement and Innovation? Document these opportunities
3.2 Gather Feedback from your team on things that went well and things that did not.
3.3 Look at the data from customers feedback in graph below, customer service has improved but others areas have not.
How would this feedback and feedback from your team improve your innovative idea generation in the future?
3.4 Discuss the top (5) challenges you faced in being innovative and how you overcame them?
3.5 Discuss ideas for improvement and how can these be used in future projects.
3.6 What are the top (3) things that you are most satisfied with achieving within the innovative process that you have used within this project?
STUDENT WRITTEN ASSESSMENT
Business Unit/Work Group Business, Justice and IT / Management Studies
Qualification Code BSB42015
Qualification Title Certificate IV in Leadership and Management
Unit Code/s BSBINN301
Unit Title/s Promote Innovation in a team environment
Assessment Task Title Assessment 4: Short answer questions.
Student Declaration I hereby declare that the material herein submitted for assessment is my own work except where specifically acknowledged and referenced.
Student Name
Student SIS ID
Student Signature
Date
Assessor Name
STUDENT GUIDE FOR WRITTEN ASSESSMENT
Overview of Assessment This assessment requires you to answer short questions.
Task/s to be assessed There are 4 assessment tasks (4.1,4.2,4.3,4.4)
Time allowed Assessment length is outlined per each assessment task
Assessment is Due 2nd June after your start date
Location Assessment will take place externally in your own time. You will be required to use technology such as WORD or EXCEL to complete the
Decision making rules To receive a satisfactory outcome for this assessment you must complete all parts
Assessment conditions Assessment questions will be completed independently and submitted by email to your facilitator by the due date as indicated above.
• Assessment responses will be submitted using the templates provided where indicated.
Resources required • You will need a computer and access to the internet to conduct your research. You will need to ensure that your computer is loaded with WORD/EXCEL to complete the written task
Results/Reassessment Students will be advised of assessment outcome 2 weeks after due date.
If student assessment is not satisfactory 1 opportunity to resubmit will be provided.
ASSESSMENT 4 – SHORT ANSWER QUESTIONS.
4.1 Describe what Innovation is and what are the different types of innovation
4.2 Describe 3 benefits of innovation.
4.3 Explain the factors that influence a team both externally and internally to team become and remain innovative including:
• Team characteristics
• The role of group dynamics and diversity
• Broader environmental factors
4.4 Describe how activities can encourage or hinder innovation in a team including:
• Allocation of time and activities
• Modelling behaviour
• Rewards and recognition
• Communications
• Feedback
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