BSBSTR502 Assessment 2

 Skill to encourage participation in decision making processes and ideas for continuous improvement.

You are working as a manager in your training organisation. You oversee all the operations of your organisation. Your organisation wants to lead and manage continuous improvement systems and processes. They want you to:  Analyse existing continuous improvement systems and processes and identify improvements needs and opportunities  Develop systems, strategies and processes to incorporate continuous improvement needs and opportunities  Monitor and adjust performance strategies  Ensure relevant systems and processes meet organisation sustainability requirements  Implement continuous improvement systems and processes  Coach individuals and teams to implement and support continuous improvement systems and processes  Monitor the outcomes of continuous improvement systems and processes and adjust performance strategies  Evaluate outcomes and identify opportunities and areas for improvement Roles and responsibilities As part of your job role, you have the following job responsibilities:  Identify current continuous improvement systems and processes, analyse them and identify improvement needs and opportunities.  Develop systems, strategies and processes to assist in continuous improvement: o Decision-making processes to assist continuous improvement o Strategies for continuous improvement o Knowledge management systems to capture team progress, insights and experiences from business activities o Continuous improvement systems and processes that facilitate continuous improvement o Processes to inform team members about continuous improvement outcomes  Encourage team members to participate in decision-making processes and ideas for continuous improvement.  Analyse existing systems and processes and address organisational sustainability requirements

Workplace environment to work with others in a team Workplace environment to sufficient to communicate with diverse groups Workplace sufficient to work independently and manage workload Resources, tools, and equipment requirements The following resources, tools and equipment will be made available by the training organisation at the workplace to complete this assessment task:  Access to the simulated workplace to carry out the skills assessment o Work team o Conference hall/online tools such as zoom o Workplace policies and procedures  Continuous improvement systems and processes  Access to knowledge management systems  Workplace policies and procedures o Sustainability policy and procedures o Staf development policy and procedures Simulated workplace scenario You are working as a manager in your workplace. You oversee all the operations of your organisation. Your organisation wants to lead and manage continuous improvement systems and processes. They want you to:  Analyse existing continuous improvement systems and processes and identify improvements needs and opportunities  Develop systems, strategies and processes to incorporate continuous improvement needs and opportunities  Monitor and adjust performance strategies

Assessment Task 2: Skills Test Skills Test: This assessment task requires you to demonstrate skills to lead and manage continuous improvement systems and processes for your organisation or work area. In the course of the above, you must complete the following activities:  Activity 1: Analyse existing continuous improvement systems and processes and identify development needs and opportunities  Activity 2: Develop decision-making processes to assist continuous improvement  Activity 3: Develop continuous improvement strategies and encourage team members to participate in decision-making processes and ideas for continuous improvement  Activity 4: Develop knowledge management systems  Activity 5: Develop new continuous improvement systems and processes to address improvement needs and opportunities  Activity 6: Establish processes that confirm team members are informed about continuous improvement outcomes  Activity 7: Capture team progress, insights and experiences using established knowledge management systems  Activity 8: Incorporate mentoring, coaching and other support to enable individuals and teams implement and support continuous improvement systems and processes  Activity 9: Evaluate ways to improve planning and operations and make recommendations and communicate strategies to relevant stakeholders  Activity 10: Evaluate the outcomes of continuous improvement systems and processes and identify opportunities for improvement  Activity 11: Seek feedback from relevant stakeholders on systems and processes and document their feedback for future planning

Click or tap here to enter text. Activity 2: Develop decision-making processes to assist continuous improvement Description of the activity This activity requires you to develop the following two (2) structured decision-making processes to assist continuous improvement:  Decision matrix  Decision tree Your decision-making processes must clearly define:  Overview of the process  Steps in the decision-making process  Evaluation criteria for decision making You must use the templates provided to prepare decision-making processes.

Activity 3: Develop continuous improvement strategies and encourage team members to participate in decision-making processes and ideas for continuous improvement Description of the activity This activity requires you to consult team members about developing continuous improvement strategies and encouraging team members to participate in decision-making processes and ideas for continuous improvement. To do so, you are required to arrange a meeting with the stakeholders. Note: If this assessment task is completed at the training organisation, the trainer/assessor will assign the roles of the team members to the staf members. If the assessment task is completed at the workplace, the trainer/assessor will nominate the roles to your team members. The purpose of the meeting is to consult team members about developing continuous improvement strategies and encouraging team members to participate in decision-making processes and ideas for continuous improvement. Before the meeting, you are required to:  Print out the decision-making processes (prepared in Activity 2)  Develop a meeting agenda and send an e-mail to the team members to invite them to the meeting. The meeting agenda must be prepared, considering the objectives of the meeting and using the template provided. The meeting agenda must discuss the purpose of the meeting and provide details regarding the place, date and time of the meeting. After preparing the meeting agenda, you are then required to send an e-mail to the staf members to invite them to the meeting. Guidelines for writing the e-mail: • Ensure the text written in the e-mail is grammatically correct and free of errors. • Use business style writing. • The text must provide a summary of the attachment. • Attach meeting agenda to the e-mail. After e-mailing the meeting agenda to the participants of the meeting, you are then required to conduct a meeting with them. When conducting the meeting, you must demonstrate efective and communication skills at all times:

Meeting agenda template: Date/Time: 3/11/2023 Location: Meeting room Chairperson: Alexis Soler Meeting Attendees: Full names and roles Manager Team Member Agenda Item/Topic Discussion/Outcomes Action Officer Due Date Welcome Introduction on Change Management Manager 3/11/2023 ( Agenda item 1) Continuous Improvement Discuss the improvement and change management decision making. Team Member 10/11/202 3 ( Agenda item 2) Strategies Discuss the efective strategy for change management process Team Member 13/11/202 3 Summary Overall Summary Strategy on ways to approach and address the issues being identified Decision/s Steps on implementation process to address the issues Action/s if any Team Member and Manager 13/11/202 3

Next Meeting Time/date 3/12/2023 Meeting closed at: 10:00 am Minutes are a true and accurate record of the meeting Approved/confirmed by whom? Alexis Soler Meeting minutes template: Minutes of Meeting Meeting Objective: Attendees: Manager Team Members Venue: Meeting room Date: 3/11/2023 No . Points Discussed Actions Suggested Target Date 1 Decision Making process Address all the problems occur in the company from hiring to customer service and health and safety, develop progression on continuous improvement in company culture. 10/11/2023 2 Risk Identification Identify the risk that occur int he company and ensure all employees are attending team meeting to discussed on valuable ideas 14/11/2023 Signature of attendee 1: Alexis Soler Signature of attendee 2: Guzel Rafyasovna Consultation with team member on the process of developing continuous improvement and encourage team member to participate in decision making process and ideas for company continuous improvement.

Signature of attendee 3: Gina Duarte Signature of attendee 4: Nicolas Serrano

BSBSTR502 Assessment 2 V1 Page 24 of 55 Template: Continuous improvement strategies Continuous improvement strategies Improvement goal 1: Ensure the company are sustainable Strategies to achieve Steps to implement the KPIs to measure Personal responsible Comments improvement goal strategies continuous improvement strategies Intention on becoming Sustainable Ensure the company has develop policy and procedure related to sustainability in company business goals Sustainable efort and performance in company Manager Making Sustainable efort as priority in company business goals Develop Sustainable Policy Develop sustainable policy and procedures to run the efort The product wastage is reduced and environmentally friendly Manager Develop policy like power down equipment, enable energy savings on computers, switch of lights when not in use, etc. to support sustainable efort Be innovative By implementing sustainable product in the business and eco-friendly packaging Customer feedback on how sustainable product benefit their health Manager Ensure packaging and products are sustainable

BSBSTR502 Assessment 2 V1 Page 25 of 55 Improvement goal 2: Improve Customer Service Strategies to achieve Steps to implement the KPIs to measure Personal responsible Comments improvement goal strategies continuous improvement strategies Customer Feedback Conducting survey, customer service ratings, and focus group to increase sales Number of Customer Satisfaction Manager By obtaining customer feedback, the company has understanding on customer perceptive on their product Provide Training Attend online course. Number of Customer Satisfaction Manager Accomplished the required technical and operational skills Improvement goal 3: Implement continuous systems and process Strategies to achieve Steps to implement the KPIs to measure Personal responsible Comments improvement goal strategies continuous improvement strategies Provide training. Identify the opportunities and implement plan for change Number of Customer Satisfaction Manager Measuring customer service through survey, and focus group to increase company sales Email continuous procedure Use the data to analyze the result and determine whether it make any changes. If the change is successfully implemented, then apply it at wider scale. Time Saving Manager The result of improvement creates efficient process that make it possible and resources to do more.

BSBSTR502 Assessment 2 V1 Page 26 of 55 Activity 4: Develop knowledge management systems Description of the activity This activity requires you to develop knowledge management systems for the organisation. The knowledge management systems must be able to capture team progress, insights and experiences from business activities. To develop knowledge management systems, you can use the following free knowledge management software:  Bitrix24  Flowlu  Freshdesk  ProProfs Knowledge Base  Zoho Desk When developing knowledge management systems, you must:  Conduct a skills assessment o What do you hope to accomplish as far as how knowledge is captured, shared and analysed? o Start by comparing existing documentation of knowledge and procedures and then create a match to the skills and abilities required for optimum performance within your organisation.  Identify skills gaps  Establish appropriate program objectives  Document the business problems that need resolution  Determine the major attributes of the knowledge management system  Develop and prioritise technology needs After developing the knowledge management system, you must submit the following evidence to the trainer/assessor:  Knowledge management system proposal (Use the template provided)  Knowledge management system developed

Template: Knowledge management system proposal Knowledge management system proposal Skills gaps (20-30 words) The skill gap sin the company usually refer to the employee’s performance. It is the diference between employees existing skills and qualities and they must do their job efficiently. This gap can be identified when hiring employees whether they are inexperienced or suitable for the job. Knowledge management program objectives (30-50 words) Freshdesk is online cloud base system to provide help desk support to get everything done faster. It was popular choice among the business to increase customer service engagement and manage customer at larger scale. Business problems that need resolution (30-50 words) There are only two customers complaint each month. Customer Service are not friendly, lack of product knowledge, unable to deliver within the given time and long waiting on telephone to discuss on product information. There also seems to be issues on the time frame in responding complaint and identify the procedure to address the complaint. Lastly, there are high staf turnover which means employees are not motivated. Major attributes of the knowledge management system (30-50 words) In knowledge management system, it is important to generate knowledge by accessing valuable knowledge from external sources, using accessible knowledge in decision making and implement knowledge in process, products or service. Technology needs (30-50 words) Using Freshdesk to organize customer information so that employee and customer can easily access their information and distribute it. The technology help to gather information from diferent resources, preventing data stealing and ease the process of finding information Reason for the selection of knowledge management software (20-30 words) It is tool that are valuable to build company information. It integrates with other channel from customer service to customer by interaction through chat and email. This help users to find knowledge and relevant information to gain more depth such as customer engagement, ticket search, conversation and maintenance suggestions.

Unit Code: BSBSTR502 Version Number: 10 (Review date: 01/06/2022) Page 30 of 55 Click or tap here to enter text. Activity 5: Develop new continuous improvement systems and processes to address improvement needs and opportunities Description of the activity This activity requires you to develop any two (2) of the following continuous improvement systems and processes to address improvement needs and opportunities identified in Activity 1.  Six Sigma  Kaizen  PDCA cycle  Lean manufacturing  Total Quality The continuous improvement systems and processes must be selected considering the improvement needs and opportunities and operations of the organisation. To develop new continuous improvement systems and processes, you must:  Analyse the improvement needs and opportunities  Plan actions to address the improvement needs and opportunities  Ensure they address the sustainability requirements Your continuous improvement systems and processes must include the following details:  Improvement needs and opportunities  Objectives of each continuous improvement system and process  Diferent stages of each continuous improvement system and process and the steps to be implemented at each stage You must use the templates provided to prepare continuous improvement systems and processes.

BSBSTR502 Assessment 2 V1 Page 31 of 55 Template 1: Continuous improvement system and process Improvement needs and opportunities (20-30 words) The company needs to be sustainable and it must be incorporated into the company's goals and objectives to make it a priority. With this we seek to have an increase in sustainability and generate savings at the same time. Objectives of each continuous improvement system and process (30-50 words) Implement continuous system and address the company operations to customer service that the company are implementing sustainable act to protect the environment and people on earth and providing quality products through sustainability. Different stages of each continuous improvement system and process and the steps to be implemented at each stage (100-150 words)  Talk and engage Critical steps to plan in sustainability strategy to build company sustainability. Usually company face conflict between sustainable and competitiveness. Convince business to focus in sustainable efort and business benefit engage with team leader on sustainable topics  Assess and Prioritize Planning and focusing on related dangers and open doors across various business sectors. Each industry has its own support difficulties and open doors relying upon the business sectors where they source, assembling and sell their items.  Commit and Collaborate Involves proactively putting forth targets and objectives as well as working in organization to speed up economical business advancement. There is a rising number of organizations setting up science- based targets.  Measure and report The subsequent stage includes choosing the right measurements to keep the maintainability procedure on target. It is an exercise in futility to lay out objectives on the of chance that you won't ever know regardless of whether you accomplish them.  Educate and Communicate A rising number of brands have a division devoted to refreshing sites with data about their maintainability needs, targets, drives and results. Worldwide organizations are sending of strong messages and snappy mottos to exhibit their activities and responsibilities to fabricate a more feasible future.

Template 2: Continuous improvement system and process Improvement needs and opportunities (20-30 words) Improve Customer Service Standard to be further issues related to complaints and identifying procedures to address issues that identify through complaints Objectives of each continuous improvement system and process (30-50 words) Implement continuous systems and process to address company operations and implement customer service to improve the company further in the future. Improve Customer Service help to identify customer problem and know their opinion regarding the product developed. Different stages of each continuous improvement system and process and the steps to be implemented at each stage (100-150 words)  Pay Attention You should discover yourself getting occupied and return to focusing. It is suitable to recognize that you were occupied. It is critical to show verbally and non-verbally to the speaker that you are accepting their correspondence  Listen for Information Accuracy Consistently reword back to the speaker what you hear them say for affirmation or explanation. Repeat what you hear consistently and request affirmation or explanation of your exactness.  Empathy Value the speaker's inclination and perceive their requirements. You are endeavoring to experience and see the world according to the speaker's point of view. It is valuable to reproduce the speaker's sentiments and responsibility verbally. Try not to accept you know the speaker's viewpoint before they affirm your exactness.  Solution You have efectively duplicated and reproduced what the speaker is talking about, you can remain with the speaker in their world. Then you both start to design a better approach for connecting with or seeing the circumstance, issue or individual, that is forward looking and gives additional convincing openings to activity and intelligent solutions.

Activity 6: Establish processes that confirm team members are informed about continuous improvement outcomes Description of the activity This activity requires you to establish processes that confirm team members are informed about continuous improvement outcomes. Your processes must include the following details:  Purpose of the process  Stakeholders to be informed of the continuous improvement outcomes  Timelines to inform continuous improvement outcomes  Communication channels to be used You must use the templates provided to document the processes.

Template: Processes to inform team members about continuous improvement outcomes Purpose of the processes (20-30 words) Provide higher value for business by creating high quality product and achieve the desirable efficiency. At the same time encourage sustainable efort that bring a lot of benefit to customer and environment. Stakeholders to be informed Timelines/Stages when they should be informed Communication channels Team Members 2 months Email & Team Meeting Departmental Manager 2 months Email & Team Meeting

Activity 7: Capture team progress, insights and experiences using established knowledge management systems Description of the activity This activity is to be completed during the implementation of the continuous improvement systems and processes. This activity requires you to team progress, insights and experiences using established knowledge management systems established in Activity 4. After capturing the team progress, insights and experiences, you must submit the evidence to the trainer/assessor. The evidence should include:  Reports of team progress, insights and experiences  Screenshots of reports in the knowledge management system

Activity 8: Incorporate mentoring, coaching and other support to enable individuals and teams implement and support continuous improvement systems and processes Activity context Management wants to support team members in continuous improvement. They want you to:  Conduct a meeting with the team members and provide them training session to coach team members to implement and support continuous improvement systems and processes  Prepare a mentoring action plan with the team members Description of the activity This activity requires you to conduct a meeting with the team members and provide them training session to coach team members to implement and support continuous improvement systems and processes. Note: If this assessment task is completed at the training organisation, the trainer/assessor will assign the roles of the team leaders to the staf members. If the assessment task is completed at the workplace, the trainer/assessor will nominate the roles to your staf members. During the coaching session, you will be required to:  Deliver a presentation providing information to implement and support continuous improvement systems and processes  Coach the team members to implement and support continuous improvement systems and processes  Prepare a mentoring action plan with the team members Before the meeting, you are required to:  Prepare a presentation (8-10 slides) that includes the following details: o Stages of the continuous improvement cycle o Continuous improvement systems and processes o Procedure to evaluate improvement needs and opportunities o Sustainability requirements o Step in the implementation of continuous improvement systems and processes o Provide information, suggest suitable books or internet sites for research.  Develop a meeting agenda and send an e-mail to the staf members to invite them to the meeting. The meeting agenda must be prepared, considering the objectives of the meeting and using the template provided. The meeting agenda must discuss the purpose of the meeting and provide details regarding the place, date and time of the meeting. After preparing the meeting agenda, you are then required to send an e-mail to the staf members to invite them to the meeting.

Guidelines for writing the e-mail: • Ensure the text written in the e-mail is grammatically correct and free of errors. • Use business style writing. • The text must provide a summary of the attachment. • Attach meeting agenda to the e-mail. After e-mailing the meeting agenda to the participants of the meeting, you are then required to conduct a meeting with them. When conducting the meeting, you must demonstrate efective and communication skills at all times: • Use formal communication style, encouraging and respectful tone • Ask questions to clarify and confirm understanding • Listen actively • Understand the information needs of others • Adapt communication to suit the audience • Answer questions clearly and concisely • Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact During the meeting, you must: • Welcome the participants • Provide an introduction to the meeting’s purpose • Deliver the presentation • Coach the team members to implement and support continuous improvement systems and processes • Provide an opportunity for discussion. o Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting o Provide an opportunity for the audience to ask questions o Respond to questions. o Acknowledge and respond to diferences in opinions. • Prepare a mentoring action plan with the team members. Include the following details: o Competency: What specific skill needs to be developed? o Learning Activity: what action will be taken to develop this? o Beginning date and ending date o Resources required o Evaluation criteria • Clarify and confirm understanding Close the meeting: • Summarise the agreed outcomes

BSBSTR502 Assessment 2 V1 Page 38 of 55 After the meeting, you must provide summary outcomes of the meeting using the meeting minutes template provided. After preparing the meeting minutes, send an e-mail to the attendees of the meeting. Guidelines for writing the e-mail: • Ensure the text written in the e-mail is grammatically correct and free of errors. • Use business style writing. • The text must provide a summary of the attachment. • Attach meeting minutes to the e-mail. Evidence to be submitted: • Meeting agenda and meeting minutes • Mentoring plan

BSBSTR502 Assessment 2 V1 Page 39 of 55 Meeting agenda template: Date/Time: 3/11/2023 Location: Meeting room Chairperson: Alexis Soler Meeting Attendees: Full names and roles Manager Team Member Agenda Item/Topic Discussion/Outcomes Action Officer Due Date Welcome Introduction on the Action Plan Manager 3/11/2023 ( Agenda item 1) Sustainable Implementing sustainable product through it product ingredients and packaging. Encourage all employees to follow sustainable policy and procedure implemented by the company Manager 5/11/2023 ( Agenda item 2) Improve customer service Create proper standard to handle customer service Obtain customer feedback and handle it within the given timeframe Manager 8/11/2023 ( Agenda item 3) Implement Continuous Process Conduct training to identify the opportunity of changes Encourage all employees to practices change policies and procedure. Analyze the data to obtain the result whether the changes are efectively implemented. Manager 14/11/202 3 Summary Overall Summary Develop strategy and measurement to implement changes Decision/s Create activity and resources that required to implement change Action/s if any Manager 14/11/202 3

BSBSTR502 Assessment 2 V1 Page 40 of 55 Next Meeting Time/date 20/12/2023 Meeting closed at: 1:00 pm Minutes are a true and accurate record of the meeting Approved/confirmed by whom? Alexis Soler Meeting minutes template: Minutes of Meeting Meeting Objective: Mentoring Action Plan Attendees: Manager Team Member Venue: Meeting room Date: 3/11/2023 No. Points Discussed Actions Suggested Target Date 1 Implement sustainability Implementing sustainable product through it product ingredients and packaging. Encourage all employees to follow sustainable policy and procedure implemented by the company 5/11/2023 2 Improve Customer Service Create proper standard to handle customer service Obtain customer feedback and handle it within the given time frame 8/11/2023 3 Implement Continuous Process Conduct training to identify the opportunity of changes Encourage all employees to practices change policies and procedure. Analyze the data to obtain the result whether the changes are efectively implemented. 14/11/2023

BSBSTR502 Assessment 2 V1 Page 41 of 55 Signature of attendee 1: Alexis Soler Signature of attendee 2: Guzel Rafyasovna Signature of attendee 3: Gina Duarte Signature of attendee 4: Nicolas Serrano

Mentoring action plan: Set goals that are focused, realistic, and tied to your competency goals. Efective goals should be SMART:  S: Specific  M: Measurable  A: Achievable  R: Results-oriented  T: Time based Focus on competencies important to your organisation. Build on your strengths as well as your weaknesses. Look for opportunities for growth. Competency: What specific skill needs to be developed? Learning Activity: what action will be taken to develop this? Beginnin g date and ending date Resource s required Evaluation criteria Customer Service Attend online course 11/11/2023 – 18/11/2023 Computer, Customer feedback  Customer Feedback  Increase number of customer loyalty  Customer Waiting Time  Customer problem solving skills Time Management On the job training 11/11/2023 – 20/11/2023 Meeting Room  Project Time Frame  Employee Time Tracking  Set Priorities and Goals

Activity 9: Evaluate ways to improve planning and operations and make recommendations and communicate strategies to relevant stakeholders Description of the activity: This activity is to be conducted during the implementation of the continuous improvement systems and processes. This activity requires you to check the implementation of the continuous improvement systems and processes, evaluate ways to improve planning and operations and make recommendations and communicate strategies to relevant stakeholders. To complete this activity, you need to complete the following parts:  Part A: Check the implementation of the continuous improvement systems and processes, evaluate ways to improve planning and operations and make recommendations  Part B: Communicate strategies to implement the recommendations Part A: Check the implementation of the continuous improvement systems and processes, evaluate ways to improve planning and operations and make recommendations This activity requires you to check the implementation of the continuous improvement systems and processes, evaluate ways to improve planning and operations and make recommendations. When evaluating, you must ensure the continuous improvement systems and processes adhere to organisational policies, procedures and protocols. After conducting the evaluation, you are required to use the template provided and document the following:  Outcomes of evaluation  Ways to improve planning and operations  Recommendations for improvements  Strategies to implement the recommendations

Template: Evaluation and recommendations Evaluation and recommendations Outcomes of evaluation (30-50 words) The survey was sent out to random customer through online and out of 75 customers, 49customers survey are returned. Since this is the first customer survey, they are asked to respond on 4 questions and show the average number of customers into indicate they are satisfied with the business. Ways to improve planning and operations (30-50 words) Find the standard to measure performance by using Key Performance Indicator (KPI) these are the standard that company want to achieve and where the company to be. Implement employee feedback by creating suggestion box to improve the company function and the process keep employee happy and improve company performance gap at lower cost Recommendations for improvements (30-50 words)  Encourage continuous improvement in company  Implement time frame and budget for improvement  Assess and Prioritize improvement  Planning and Implement Improvements  Measure and evaluate improvement results  Monitor the improvement plan across the company Strategies to implement the recommendations (50-100 words)  Email: Email communication is essential tools to share information to employees in larger scales and significant component in communication and it is easily accessible and inexpensive  Meetings: Common business settings that possible using tools of technology to allow participants at diferent locations to communicate and contribute in discussion although they are unable to be present physically.  Social Media: Tools such as Facebook or WhatsApp is efective communication tools for the purpose of communication between department and employees.

Part B: Communicate strategies to implement the recommendations This part of the activity requires you to arrange a meeting with the supervisor and the team leaders of the organisation. The purpose of the meeting is to discuss the strategies to implement the recommendations for improvements. Prior to each meeting, you must prepare a meeting agenda. The meeting agenda must be prepared, considering the objectives of the meeting and using the template provided. The meeting agenda must discuss the purpose of the meeting and provide details regarding the place, date and time of the meeting. After preparing the meeting agenda, you are then required to send an e-mail to the staf members to invite them to the meeting. Guidelines for writing the e-mail: • Ensure the text written in the e-mail is grammatically correct and free of errors. • Use business style writing. • The text must provide a summary of the attachment. • Attach meeting agenda to the e-mail. After e-mailing the meeting agenda to the participants of the meeting, you are then required to conduct a meeting with them. When conducting the meeting, you must demonstrate efective and communication skills at all times: • Use formal communication style, encouraging and respectful tone • Ask questions to clarify and confirm understanding • Listen actively • Understand the information needs of others • Adapt communication to suit the audience • Answer questions clearly and concisely • Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact During the meeting, you must: • Welcome the participants • Provide an introduction to the meeting’s purpose • Discuss the following with the stakeholders: o Outcomes of evaluation

o Ways to improve planning and operations o Recommendations for improvements o Strategies to implement the recommendations • Gather feedback for strategies • Provide an opportunity for discussion. o Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting o Provide an opportunity for the audience to ask questions o Respond to questions. o Acknowledge and respond to diferences in opinions. Close the meeting: • Summarise the agreed outcomes After the meeting, you must provide summary outcomes of the meeting using the meeting minutes template provided. After preparing the meeting minutes, send an e-mail to the attendees of the meeting. Guidelines for writing the e-mail: • Ensure the text written in the e-mail is grammatically correct and free of errors. • Use business style writing. • The text must provide a summary of the attachment. • Attach meeting minutes to the e-mail. Evidence to be submitted:  Meeting agenda and meeting minutes for each meeting

Meeting agenda template: Date/Time: 3/11/2023 Location: Meeting room Chairperson: Alexis Soler Meeting Attendees: Full names and roles Manager Team Members Agenda Item/Topic Discussion/Outcomes Action Officer Due Date Welcome Welcome to the whole team Manager 3/11/2023 ( Agenda item 1) Steps for improvement Encourage continuous improvement within given time frame and evaluate improvement result Manager 5/11/2023 ( Agenda item 2) Improve operations planning Ways to improve changes in company which can be done by measuring employee Key Performance Indicators (KPIs) and open for employee feedback Manager 8/11/2023 ( Agenda item 3) Strategies to communicate changes Communicate can be done through email, meetings and social media where employees will receive the updated information regarding the changes being made Manager 14/11/202 3 Summary Overall Summary There are steps need to be taken to improve operations and communicate changes Decision/s Implement KPI, suggestion box and

communicate through changes

Next Meeting Time/date 3/11/2023 Meeting closed at: 11:00 am Minutes are a true and accurate record of the meeting Approved/confirmed by whom? Alexis Soler Meeting minutes template: Minutes of Meeting Meeting Objective: Outcome of the evaluation Attendees: Manager Team Members Venue: Meeting Room Date: 3/11/2023 N o. Points Discussed Actions Suggested Target Date 1 Steps for improvement Encourage continuous improvement within given time frame and evaluate improvement result 8/11/2023 2 Improve operations planning Ways to improve changes in company which can be done by measuring employee Key Performance Indicators (KPIs) and open for employee feedback 10/11/2023 3 Strategies to communicate changes Communicate can be done through email, meetings and social media where employees will receive the updated information regarding the changes being made 14/11/2023 Signature of attendee 1: Alexis Soler Signature of attendee 2: Guzel Rafyasovna

Signature of attendee 3: Gina Duarte Signature of attendee 4: Nicolas Serrano

Activity 10: Evaluate the outcomes of continuous improvement systems and processes and identify opportunities for improvement Description of the activity: This activity will be completed after the implementation of the continuous improvement systems and processes. This activity requires you to evaluate the outcomes of continuous improvement systems and processes against the success criteria established in continuous improvement strategies (Activity 3) and identify opportunities for improvement. You must document the improvement opportunities using the template provided. Your improvement opportunities must include:  Success criteria established (As per activity 3)  Performance against success criteria  Areas and opportunities for improvement in continuous improvement systems and processes

Template: Improvement opportunities Improvement opportunities Success criteria established (As per activity 3) The success criteria establish are ensure continuous improvement in sustainability, Improve Customer Service and Implement Continuous System and Process. Performance against success criteria To obtain continuous improvement in sustainability, the company has implemented sustainable policy and procedure to reduce the amount of energy being used in the office and introducing benefit of using sustainable products and packaging which are not harmful towards the environment. Second, improve customer service the company has implemented customer feedback process which will be collected every month to track down the product/service ofered by customer and manage customer complaints efectively within given time frame. Employee also been given training to practice real-life situation that mainly faced in the company and ways to handle customer complaints efectively to increase customer satisfaction. Lastly, implement continuous system and process by creating Key Performance Indicator (KPI) to measure the company standard that need to be achieve. In this case, providing suggestion box so that employees and customer able to make complaints which improve company function and improve customer satisfaction. Areas and opportunities for improvement in continuous improvement systems and processes (50-100 words) Implement continuous improvement as part of company. The area of opportunities to improve continuous systems are:  Focus on solving customer complain and increase their satisfaction  Regularly monitor the key performance process  Maintain company culture and have open communication among employees  Promote change management and improvement eforts

Activity 11: Seek feedback from relevant stakeholders on systems and processes and document their feedback for future planning This activity requires you to arrange a meeting with the team members. The purpose of the meeting is to seek feedback from relevant stakeholders on systems and processes and document their feedback for future planning. Prior to each meeting, you must:  Assess the outcomes of continuous improvement systems and process implemented  Evaluate the improvement opportunities (Based on Activity 10)  Prepare a presentation (5-10 slides) that include the following details: o Continuous improvement systems and process implemented o Evaluation against success criteria o Improvement opportunities  Prepare a meeting agenda The meeting agenda must be prepared, considering the objectives of the meeting and using the template provided. The meeting agenda must discuss the purpose of the meeting and provide details regarding the place, date and time of the meeting. After preparing the meeting agenda, you are then required to send an e-mail to the staf members to invite them to the meeting. Guidelines for writing the e-mail: • Ensure the text written in the e-mail is grammatically correct and free of errors. • Use business style writing. • The text must provide a summary of the attachment. • Attach meeting agenda to the e-mail. After e-mailing the meeting agenda to the participants of the meeting, you are then required to conduct a meeting with them. When conducting the meeting, you must demonstrate efective and communication skills at all times: • Use formal communication style, encouraging and respectful tone • Ask questions to clarify and confirm understanding • Listen actively • Understand the information needs of others • Adapt communication to suit the audience • Answer questions clearly and concisely • Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact

During the meeting, you must: • Welcome the participants • Provide an introduction to the meeting’s purpose • Deliver the presentation • Seek feedback on other areas of improvement • Provide an opportunity for discussion. o Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting o Provide an opportunity for the audience to ask questions o Respond to questions. o Acknowledge and respond to diferences in opinions. • Provide your point of view • Document the other areas of improvements in the meeting minutes and also e-mail to them. Close the meeting: • Summarise the agreed outcomes After the meeting, you must provide summary outcomes of the meeting using the meeting minutes template provided. After preparing the meeting minutes, send an e-mail to the attendees of the meeting. Guidelines for writing the e-mail: • Ensure the text written in the e-mail is grammatically correct and free of errors. • Use business style writing. • The text must provide a summary of the attachment. • Attach meeting minutes to the e-mail. Evidence to be submitted:  Meeting agenda and meeting minutes

Meeting agenda template: Date/Time: 3/11/2023 Location: Meeting room Chairperson: Alexis Soler Meeting Attendees: Full names and roles Manager Team Members Agenda Item/Topic Discussion/Outcomes Action Officer Due Date Welcome Introduction on the continuous improvement Manager 5/11/2023 ( Agenda item 1) Success criteria being implemented The criteria that needed for improvement are continuous improvement in sustainability, improve customer service and implement continuous process Manager 8/11/2023 ( Agenda item 2) Performance Against Criteria Company has implemented sustainable policy and sustainable product that benefit customer and environment. Improve customer feedback by implementing employee customer service training and implement customer service efectively. Create KPI and customer/ employee feedback to ensure continuous improvement Manager 10/11/202 3 ( Agenda item 3) Opportunities against improvement Focus on solving customer complaints efectively and increase satisfaction. Frequent communication process and should be embed in company culture to efectively implement change management and improvement process Manager 14/11/202 3 Summary Overall Summary The performance has met the criteria

set however there are certain area for improvement Decision/s Improve communication process and measure the performance according to KPI Action/s if any Next Meeting Time/date 11/11/2023 Meeting closed at: 9:00 am Minutes are a true and accurate record of the meeting Approved/confirmed by whom? Alexis Soler Meeting minutes template: Minutes of Meeting Meeting Objective: Attendees: Manager Team Members Venue: Meeting room Date: 3/11/2023 No. Points Discussed Actions Suggested Target Date 1 Measure performance against criteria Create Key Performance Indicator (KPI) and regularly monitor customer feedback for continuous improvement 8/11/2023 2 Opportunities for improvement Focus on solving customer complaints and frequent communication process to improve change management 10/11/2023 Signature of attendee 1: Alexis Soler Signature of attendee 2: Guzel Rafyasovna Implement continuous improvement and implementation process

Signature of attendee 3: Gina Duarte Signature of attendee 4: Nicolas Serrano