BSBCRT611 Apply critical thinking for complex problem solving

Case Study

The following task is to be demonstrated and assessed in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work.

For this task you will require access to and the use of:

• Organisational policies and procedures
• Opportunities to collaborate with others throughout the concept development process
• Resources required to undertake research, develop a brief and develop a feedback register.

For this task you are to complete the following activity to demonstrate your ability to lead the process for addressing:

At least one (1) complex workplace issue applying critical thinking to identify, scope, develop and implement strategies/ processes to resolve those issues. Alternatively, students could also use simulated environment of their choice.

Students are required to detail the process of solving complex organisational issues by identifying, designing and implementing on workplace related complex issues and present the work in a report.

Undertake the following actions to scope the problem-solving process: 1. In consultation with relevant stakeholders, and within the scope of the job role, identify the complex issue for resolution.

2. Document the task objectives and the risks involved in pursuing the identified issue.

3. Research the legislative frameworks and the organisational policy or procedures which are applicable to the identified issue.

4. Calculate the required resources, and present these calculations to the relevant stakeholders.

To lead the solution development process: 5. Facilitate an ideation session with the relevant stakeholders.

6. Using critical thinking techniques, evaluate formulated solutions for their advantages and limitations.

7. Apply decision-making processes to select the most viable solution.

Number	Date received	Category	Description of feedback	Desired outcomes	Actions to undertake	Status

8. Develop a brief on the proposed solution, according to organisational policy, and present it to the key stakeholders.

Complete the following actions to refine the solution for implementation: 9. Develop a feedback register to systematically record feedback, according to organisational requirements.

10. Based on an analysis of the feedback, refine the proposal.

11. Seek the necessary approvals to implement the solution.