Perl: A - Wrilzlzcn RCSPonSCS Question 1: Explain how to establish strategies to monitor and evaluate performance for initiating innovation and sustainability. (PC 1.2) Question 2: Recommend the ways to support a company's sustainability of key systems and processes. (PC 1.2) Question 3: Explain why stakeholders should be involved to identify opportunities for improvement. (PC 1.3, PE 2, 3) Question 4: Explain how a coach or mentor can guide the team members to contribute to innovation and continuous improvement. (PC 1.4,1.5, PE 5, KE 3) Question 5: Explain what data should be gathered to analyse areas for improvement in supply chains and provide the benets of 3PL (Third Party Logistics). (PC 2.3, PE 1, PE 4, KE 8) Question 6: Explain a gap analysis and how the gap analysis allows a company to identify the needs for improvement. (PC 2.4, KE 9) Part B - Case Study Scenario Recently you have been appointed as operating manager in the headquarter of Star7 franchise cafe. The Franchise has 10 branches in Sydney and is planning to expand its operations across major cities in Australia. However, as the barrier to market entry is low, many competitors have joined the market, and large franchise companies aggressively initiate marketing promotions. The Franchise company requests you to identify areas for improvements in the business operations. You have collected and analysed data about the performance, efficiency in the business operations. As a result, you have identified the following: 0 Customer satisfaction has become worse for the last 2 years due to the long waiting time when ordering and receiving. 0 Especially during morning periods, the customers moved to another cafe due to the long waiting time. 0 The staff hiring process is very slow as all applications and selection processes are conducted in the headquarter. 0 The Franchise does not have an online ordering system, and the current PDS system is old and outdated as only sales order recording and issuing receipts are available. As a result, serving employees take more time to receive orders and payments and to send orders to the baristas. 0 Supplies are delivered on orders made by the branch managers, and sometimes proper deliveries were not made due to late ordering. 0 Due to limited spaces in each branch and WHS issues, the current no of employees cannot be increased. 0 The current POS machines only generate paper receipts, and sometimes it takes time to replace the new paper cartridge in the machines, which makes a longer waiting time. Question 1: From the scenario, provide your recommendation on how the company can make changes for sustainability. (PC 1.2, PE 2, 4) Question 2: a. In order to improve customer satisfaction, you will need a consultation with the relevant stakeholders. From the following table, select the relevant stakeholders. Stakeholders Selected Branch managers Barista in the branches Serving employees Logistics managers HR manager CEO b. Recommend the communication ways for the selected stakeholders from Part a. (PC 1.1, PE 2, 3, 4, 7, 8) Question 3: You have obtained the following information and, according to the following table, as you can see, some ofthe areas need improvements. Analyse the performance and provide your explanation. (PC 2.1, KE 9) Waiting time for Operating hours No of Visitors ordering/receiving 6am-10am app 130 app 18 mins 11am-3pm app 140 app 12 mins Customer Industry Sales per Expected Sales satisfaction benchmarks customer per customer 6.4/10 8.2 app $5.30 $7.50 7.5/10 8.4 app $9.20 $9.60 Question 4: Identify the trend in the industry and opportunities for improvements in the business operations. (PC 2.2, KE 10) Question 5: You are required to communicate with the employees to initiate the strategies as follows. 0 The Franchise has decided to focus on improving customer satisfaction so it can successfully expand its operations to other cities. 0 Therefore, the Franchise has decided to initiate an online ordering system, and it requires upgrading POS systems in the branches. The employees must learn how to operate this new POS system. ' As a result, the employees will face a new working environment that they never experienced before. Required: How will you communicate with the employees to make them agree on the needs for improvement? (PC 2.5, PE 1, 8) Question 6: Explain how to identify the needs tor training and development. (PC 2.6, PE 5) Question 7: Research the following terms and explain how these terms help a company involved in continuous improvement. (PC 2.3, KE 5, 6) ' JIT (Just-in-time) Inventory system D Quality Management END BSB 60420 Qualification Advanced Diploma of Leadership and Management Subject Continuous Improvement and Innovations Part A: Written Responses Part B: Case Study Weighting 50% BSBSTRCSO'I Manage Innovation and Continuous Improvement Assessment method Unit of Competency ******|M Po RTANT****** The following table summarises the relationship between the Assessment and Performance Criteria (PC) and Performance Evidence (PE) outlined in the rubric. PC3.4 Follow up failure by investigation and analysis of causes and Part A: Question manage emerging challenges and opportunities 1, 2 PC3.5 Confirm that learnings from activities are captured and managed Part A: Question 3 using relevant knowledge management system PC4.'| Evaluate continuous improvement systems and processes and Part A: Question 4 innovation on a regular basis PC4.3 Establish rewards for continuous improvement, innovation and Part A: Question 5 learning PC4.4 Seek and respond to feedback from relevant stakeholders' systems Part A: Question 6 and processes for continuous improvement, innovation and learning PE'I: Manage and promote innovation and continuous improvement for Part B: Question 'I an organisation or work area on at least one occasion PC4.2 Identify and communicate with stakeholders costs and benefits of Part B: Question 2 innovations and improvements PC3.'I Confirm objectives, timeframes, measures and communication Part B: Question 3 plans are in place to manage implementation PC3.2 Address the impact of change and consequences for people and Part B: Question 4 implement transition plans PEI Plan for and implement improvements using organisation's Part B: Question 4 processes for approvals, project management and change management PE8. Facilitate contributions to and communications about continuous Part B: Question 4 improvement and innovation PC3.3 Implement contingency plans in the event of non-performance Part B: Question 5 Perl: A - Wrilzlzcn RCSPonSCS Question 1: Explain why the failure factors must be identied and investigated. (PC 3.4, KE 2) Question 2: Explain how to manage and overcome emerging challenges and opportunities. (PC 3.4, PE 6, KE 7) Question 3: Explain what Knowledge Management System and learning from activities for innovation and continuous improvement must be captured. (PC 3.5, PE 9, KE 2) Question 4: Explain how innovation and continuous improvements can be evaluated. (PC 4.1) Question 5: Recommend ways to encourage the team members to the changes, such as innovation activities. (PC 4.3) Question 6: Explain why seeking advice from relevant stakeholders, including experts, is important for continuous improvement, innovation, and learning. (PC 4.4) Perl: B - Case Slzudy (Coaninucd from ASScSSnncnl'. l) Scenario (Note: The same scenario in Assessment 1 is to be used in this assessment.) The Franchise has decided the following to implement 0 The plastic straw will be no longer used 0 An electronic receipt will be sent to the customers' mobiles rather than the paper one. 0 Online ordering system and new POS system will be implemented These changes have been planned to support sustainability and to improve customer satisfaction. The announcement for plastic straw bans will take 3 weeks, and biodegradable straws will replace plastic straws. The online ordering system and the new POS system will be connected, and the employees must learn how to operate the system and access the customers' information data. In order to use the online ordering system, the customers must make their accounts and have to provide their name, phone number, email address, etc. Question 1: From the scenario, the company will obtain the customers' private information when they create their accounts for online ordering. Find out more innovative ideas and explain how your ideas will create more benefits for the company. (PE 1, KE 4) 10 Question 2: a. Identify relevant stakeholders to discuss the costs and the benets of an online ordering system and self-ordering kiosk. Stakeholders Selected Stakeholders Selected Branch managers Online ordering system Barista in the branches supplying companies Serving employees Self-ordering kiosk Logistics managers supplying companies HR manager Finance manager CEO Operating manager Marketing manager Customer Senrice officer b. Explain why you must have a consultation with the stakeholders. (PC 4.2, PE 6, KE 1, 4. 6) Question 3: Develop action plans to support the changes and improvements which will be implemented. Use the Following table to answer and the 'Following actions: 0 Announcement for plastic straw bans through social media and in the branches 3 weeks - Purchasing online ordering system and its implementation 4 weeks - Training For online ordering system operations 3 weeks - Installing self-ordering kiosk 4 weeks - Training For self-ordering kiosk operations 3 weeks The marketing manager will be responsible for the campaign announcement and actions for the online ordering system, and the sel'F-ordering kiosk will be managed by the operating manager, and the training will be organised and managed by the HR manager. (PC 3.1) Actions Objectives Time Measurement Responsible frame person Checking whether any of the Announcements . . To promote branches use the one and Marketing for plastic straw . . . 3 weeks sustainability response from the customer manager bans . . through the sOCIal medias Purchasing online ordering system and its implementation Training for online ordering system operations Installing self- ordering kiosk Training for self- ordering kiosk operations 11 Question 4: Identify the stakeholders who will be affected by the changes and proposed improvements from Part B, Question 1. (PC 3.2, PE 5, 7, 8 KE 8) Question 5: Develop contingency plans for the following event: (PC 3.3) . Self-ordering kiosks break down - END - A20048 Continuous Improvement and Innovation | BSB60420 Advanced Diploma of Leadership and Management | Assessment v1.0 Young Rabbit Pty Ltd (ABN 28 003 381 182) trading as Australian Pacific College RTO Code: 90396 | CRICOS Provider Code: 01331F | 2021AUSTRALIAN PACIFIC COLLEGE