Coaching Demonstration

Assessment 2

Course: Cert IV in Operating Theatre Technical Support HLT47515

Intake (month and year):

Unit code and title: BSBMGT403 Implement Continuous Improvement

Assessment 2 Coaching demonstration

Date submitted:

Submission mode:  Completed in-class and submitted Online to assessor  

Assessment conditions

Assessment modality

Satisfactory rate – All sections of the performance criteria must be answered/demonstrated to a satisfactory level in accordance with the assessment guide. If this is not achieved the student has the opportunity to resubmit work or re-sit exam as confirmed by their trainer/assessor

Assessment location: In-class and online 

1.   Coaching demonstration – [this assessment]

2.   Leading a collaboration workshop  Assessment 1

3.   Feedback communication Assessment 3

Ref: as listed in the Course Unit Outline and Assessment Due Dates List for the course

Assessor Instructions

Instructions for assessor

This task assesses the student’s ability to implement plans to improve performance by coaching/mentoring others to achieve changing processes and procedures, considering the current performance.

Students should take into account the department’s current performance and formulate and communicate recommendations for improving customer service at a health care service department of a hospital.

You will need to brief people to play roles of coaches and coaches in accordance with performance data.

Planning the assessment

●      Time required for assessment: 2 hours.

●      The student must:

○     lead a coaching/mentoring session, following developed plans and measures

○     submit coaching/mentoring notes, based on the data and performance measures

○     submit a list of recommendations for changes to operations to improve customer services at a health care service department of a hospital.

●      You will need to arrange:

○     people to play the roles of the coacher

○     a time to observe the student conduct the role-play coaching session

The assessment is made when all of the short answer fields in the template are completed. These are to be completed according to the assessment guide and decision making rules. Final decision is to be made and recorded on Assessment result below and on the results template via the Course Coordinator.

Ref: Assessment Guide for the Assessment & Mayfield Education Assessment Guide : Planning & Conducting Assessment Policy 

Student Instructions

Read each question carefully. In order to be deemed Satisfactory in this compulsory assessment task you must answer ALL the numbered questions below. Write/type answers in the fields provided. Short answers should consist of no more than three sentences. This can be typed and dot points can be used. This must be undertaken by yourself and you are able to use your study notes to assist you with completing the answers. If you do not receive a ‘Satisfactory’ result (NYS) you will be provided with an alternative supplementary assessment.

Ref: Student Information Handbook (5) & Student Assessment Policy and Procedure

Student Declaration

I, ……………………………………………… (Student to print name) state that the work I submit is my own and I have not copied this in any form except where due reference has been made to this. If you are completing this form electronically, please type your name as an acceptable form of your signature.

Student Comments:

Ref: Student Information Handbook (5.6)

Student Signature:

If you are completing this form electronically, please type your name as an acceptable form of your signature.

Date:

Assessment Result (tick √):   o Satisfactory 

 o Unsatisfactory

 o Resubmit

Ref: Student Information Handbook (5.6) Reassessment Appeals

NB: The rating of Competency can only be provided as a summative assessment at the end of a unit.

Outcome recorded on Results sheet by course co-ordinator   

Date entered:

By whom:

Results are entered into the electronic  Results Sheet

Assessor Feedback and Comments to Student:

Assessor Name (printed):

Date received:

Assessor Signature (signed):

Ref: Trainer and Assessor requirements as listed in the Sessional Trainers and Assessors Policy and the Policy – Guidelines for Planning and Conducting VET Assessment & Student Assessments Policy.

Coaching demonstration

Submission details

The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.

Submit this document with any required evidence attached. See specifications below for details.

Performance objective

This assessment requires you to make plans to improve performance by changing processes and procedures. You should take into account the current performance at a health care service department of a hospital and formulate and communicate recommendations for improving customer service at the Department.

Assessment description

You will, on the basis of provided data such as KPIs, implement continuous improvement processes by preparing and delivering a coaching/mentoring session, recommending changes to operational processes to improve the customer service of a health care service department of a hospital and obtaining feedback data. You will make recommendations for further process and procedure changes, if necessary, to improve delivery of strategic goals.

Procedure

  1. Review the scenarios and simulated business information attached to this task and obtain feedback (from your simulated operational teams) on the following:
    1. the results of performance to-date at the Department in terms of quantity and quality
    2. the key areas for future improvement
    3. suggestions for improving processes.
  2. Prepare to implement the continuous improvement (CI) policy you developed with your team in Assessment Task 1, by coaching or mentoring another student in customer service techniques or processes:
    1. analyse the data
    2. consider your notes from the previous task, including team discussions and decisions taken
    3. make notes on how you will conduct the coaching or mentoring session
    4. arrange with your assessor who will be playing the role of the coachee and make arrangements for the assessor to observe the role-play.
  3. Conduct the coaching or mentoring session.

Develop a list of recommendations for changes to operations to improve customer service in order to achieve the goals of a health care service department of a hospital in order to:

  1. increase sales revenue and gross profit
  2. maintain or increase market share
  3. control direct and indirect operational costs
  4. maintain superior product and service quality standards
  5. establish a health care service departments reputation as a socially and environmentally responsible company.
  1. Submit all documentation to your assessor in accordance with the specifications below.

Student Deliverables

You must:

●      lead a coaching/mentoring session, following your developed plans and measures

●      submit coaching/mentoring notes, based on the data and performance measures

●      submit a list of recommendations for changes to operations to improve customer service at a health care service department of a hospital.

Your assessor will be looking for:

●      use of data and documents created and recorded during your investigations into the department to accurately reflect the performance measures (e.g. of customer services processes to meet the five strategic goals):

○     increase sales revenue and gross profit

○     maintain or increase market share

○     control direct and indirect operational costs

○     maintain superior product and service quality standards

○     establish the departments reputation as a socially and environmentally responsible company

●      reference to the operational plan, with its goals, operational objectives and performance measures (such as marketing and sales KPIs) as well as action plans

●      appropriate references, as the source of data, to one or more data monitoring tools, with samples for evidence

●      appropriate use of the data provided and one or more analytical tools, to review current processes to determine where improvements can be made

●      use of one or more appropriate tools to analyse barriers to improved performance

●      your recommendations, which are consistent with the data and analysis and the organisation’s goal and customer requirements and/or standards and regulations for customer service

●      appropriate prioritisation of recommendations

●      evidence that you have taken into account what is required to effectively communicate to the team and change people’s behaviour in creating the implementation plan.

Scenarios

Consider the following scenarios (or prepare your own) and complete the template. These may be dramatised by students for demonstration purposes (urgency, phones ringing, loud noise interference, frequency of incidents, etc.):

January 2016

Problem

Policy Item

Recommended
action

Joe has been wandering around the store room for 20 minutes.

     

Helen submits a purchase order receipt along with a returned item that seems unfamiliar to you (different CRM/POS system?)

     

Mena asks for compensation in relation to some equipment she borrowed that she states was faulty and says she completed a feedback questionnaire some time ago.

     

Marco rings the department to say he has rung three times this week to make a complaint and now wishes to speak to the manager.

     

Adam would like comparative information about the quality of a product he recently purchased at the store.

     

Customer data sheet (for January 2016)

January 2012

Complaints

Refunds

Feedback
questionnaires

Enquiries
phone

Enquiries
email

Enquiries
online

Enquiries
in-store

Week 1

15

5

0

30

2

1

15

Week 2

20

4

0

35

3

2

20

Week 3

25

3

0

40

2

2

25

Week 4

30

2

0

40

1

2

30

Staff KPIs and actuals

Staff member

Sales
number

>8

Safety checks

>3

Training hours

>1

Record keeping

>3

Coaching CI

>2

Complaints

< 1

Sales
leads

>5

Staff
leads

>1

CI implement

>1

Team support

>3

Est

Act

Est

Act

Est

Act

Est

Act

Est

Act

Est

Act

Est

Act

Est

Act

Est

Act

Est

Act

Alan Brown
(Admin)

9

15

3

-

2

2

5

5

2

-

5

6

10

11

2

2

1

-

5

7

Janet Jones
(Operations manager)

20

25

3

3

2

2

5

3

2

2

3

-

10

15

2

1

1

-

5

6

Xian Wang
(Products)

15

25

3

2

2

4

5

6

2

-

2

-

5

-

1

1

1

1

3

-

Van Tring
(after hours technician )

10

3

3

3

2

4

5

3

3

6

1

2

4

-

1

1

1

3

3

-

Poppy Queen
(Sales)

30

31

3

-

2

1

5

4

3

-

1

-

10

15

2

2

1

3

5

4

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