Case Study

Bounce Fitness has charged you, as the Cairns Centre Manager, with initiating a quality
improvement program to improve aspects of the customer service experienced in
your Centre. There have been two (2) complaints received and you may choose to
address one (1) or both. You can view these and the responses to the client on the
Bounce Fitness website under the Performance tab. On the Bounce
Fitness website, you may also access Policies and other information that you may wish
to use such as performance reviews under the Performance tab in the Cairns folder, or
strategic information under
The infrastructure tab.
Before you actually begin implementation, Head Office wants to see your plan. Your
report must be completed in the report style required by Bounce Fitness in the Style
Guide. Completing the following Tasks, you will have a plan to submit for approval.
Include copies of any documents to which you refer for your Assessor

Task 1- Practical: Develop Continuous Improvement Systems and Processes

Outline the strategies you would adopt in implementing plans to improve the quality in
either or both of the areas of complaint through the continuous improvement processes
within Bounce Fitness. In your report you must do each of the following:
1 .1 Describe the strategies that you would use to facilitate active participation by all
members of your team. This should include strategies that ensure participation in
decision making as well as strategies for ensuring team members show initiative and
responsibility.
1.2 Describe the strategies you would use to communicate continuous improvement
processes to your team be sure to provide valid reasoning for your choices as well as
examples of the types of communication you would use.
1.3 Describe the use of mentoring and coaching in your strategies for attaining
continuous improvement
Include copies of any Bounce Fitness documents to which you refer, any
external information referenced, AND any documents you create for your
Assessor.

Task 2- Practical: Develop Strategies to Monitor and Adjust Performance

Adelaide College of technical Education.

2.1 Develop a strategy using Bounce Fitness systems for monitoring and reviewing your
continuous improvement system. This should include developing performance
standards and processes for measuring the performance levels.
2.2 Using the strategy that you developed, discuss what information will be
produced and how it can be used to effectively measure performance.
2.3 How will you correct this strategy to meet organisational and team requirements?
Include copies of any Bounce Fitness documents to which you refer, any external
information referenced, AND any documents you create for your Assessor.
Task 3- Practical: Develop Opportunities for Further Improvement
3.1 What methods will you use to communicate successes to your team? Why do you
consider this process useful? How will this information be used for future planning?
3.2 Develop a process for recording team performance in continuous improvement
activities.
Include copies of any Bounce Fitness documents to which you refer, any external
information referenced, AND any documents you create for your Assessor.
Task 4- Coaching Role Play
To demonstrate your ability to gain the confidence and trust of others and your ability to
coach and mentor, use the Performance Appraisal of Lachlan Miller. Your Assessor will
portray Lachlan and you will be the Centre Manager performing the coaching. Your
intention is to ensure that Lachlan will cooperate with the continuous improvement
plan that you have written.
Include copies of any Bounce Fitness documents to which you refer for your
Assessor.

Description
Quality management only requires input from managers.
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True

False

Adelaide College of technical Education.

Brainstorming is the free, uninhibited generation of ideas

Stupid ideas should be immediately rejected in
brainstorming
The Check Sheet is a data-gathering and interpretation
tool.
Cause and Effect Diagrams are also known as
histograms.
It is often the case that contributions by team members
are not equal.
Team members should be encouraged to participate.
With the White Hat on you are playing devils
advocates.
Resistance to change is an important obstacle to
participation of team members.
Audits are an integral component of the quality
management process.
True False Quiz
Element 1: Lead Continuous Improvement Systems and Processes

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Adelaide College of technical Education.

Element 2: Monitor and Adjust Performance Strategies

Description
True
The initial stage in developing a performance
management system is to determine which of the various
functions, activities, and information systems within the
organisation need to be monitored.
Everything should be continuously monitored.
The activities of an organisation are its basic purpose for
existence.
Performance standards are used as the basis for an
organisation's evaluation of its own success.
There should be no margin for error in performance
systems.
Performance standards should be realistic.
Recognising performance that is above expectations or
outstanding is crucial to motivating your employees.
Performance standards should be related to the
operation's assigned work and job requirements.
Run charts show trends.
Histograms have three (3) axes.

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False

Adelaide College of technical Education.

Element 3: Manage Opportunities for Further Improvement

Description
Success in quality measurement can be measured in a
wide variety of ways.
Employee satisfaction with an improvement is not
important.
You need to ensure that all success factors that are
implemented are aligned with your organisation's overall
goals and culture.
Teams should have no set goals.
Team members should have specific roles.
The body of the written summary should provide a logical
Explanation of the team's activities.
Every organisational team has certain productivity
requirements.
Teams should not be reviewed regularly.
Performance is measured in different ways, depending on
the situation and the particular team.
Reward systems are the ways in which behaviours are
rewarded and punished by the team.

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True

False

Adelaide College of technical Education.

Tips
Task 1 Practical: Develop Continuous Improvement Systems and Processes
The Candidate must have provided a strategy for ensuring team participation in
their workplace. This should include the use of mentoring and coaching as well
as communication strategies. They should include:
1 .1 an overview of how they will ensure participation by team members. This
will most likely be undertaken during team meetings and should include the
establishment of rules for ensuring that everyone is treated equally during
team meetings, and that everyone's opinions are listened to. They should
also describe the use of participation tools such as brainstorming,
Charrette processes and the like. When it comes to decision making,
everyone should be given equal time to discuss their opinions, and the
processes implemented by the organisation should utilise empowerment and
self-managing work groups to encourage ownership of projects.
1 .2 Continuous improvement processes should be communicated to
stakeholders through team meetings, newsletters, training sessions, and
procedure manuals. Stakeholders in this case should include employees,
suppliers, managers, and shareholders / investors as well as Head Office.
1.3 Mentoring and coaching should be implemented to help facilitate individual
improvement among employees who are having difficulty achieving the
performance levels that are required by the new systems. Initially, training
needs should be assessed to determine where problems exist, and
where performance gaps are found, suitable coaching and mentoring
should be provided.
Copies of any documents to which the Candidate referred on the Bounce
website, external references, and documents created by the Candidate
must be included for you.

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Adelaide College of technical Education.

Task 2- Practical: Develop Strategies to Monitor and Adjust Performance

2.1 The Candidate must have developed a monitoring strategy for the specific
improvement. This monitoring strategy must:
Include performance standards. Each standard must-be specific and
measurable. Look to ensure that the performance standard states what is
to be measured, provides a specific measure to measure against, states a
margin of acceptable error, and uses appropriate technologies in the
measurement process.
Include a step-by-step process to measure. This should outline what
technology is to be used and the specific steps that should be taken in
order to obtain measurement information for the specific performance standard.

2.2 The Candidate must have also provided an example of a technology or

system that they have used to gather data (this must be related to the
strategy they outlined above). This evidence may come in a wide variety of
forms they may include but are not limited to histograms, data from
machinery, financial data, Pareto charts, cause and effect diagrams,
brainstorming, and mind maps
2.3 Finally, the Candidate must have attempted to compare the evidence
they obtained using their strategy to the performance standard they
provided. Where a performance gap exists (that is where actual
performance is lower than the performance standard) the Candidate
must have recommended appropriate actions to take that will assist in
boosting performance (this may include training, coaching, or adjusting
the process in some way).
Copies of any documents the Candidate uses on the Bounce Fitness website
must be included and any external information referenced for you.

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Task 3 Practical: Develop Opportunities for Further Improvement

3.1 The Candidate must have outlined appropriate methods for
communicating quality improvement results to their staff some methods
may include:
Notice boards
Using rewards for meeting the standards required reinforcing the
behaviours
Parties
Memos and reports.
The method used will vary depending on the Candidate's perception of
the culture of the Bounce Fitness Cairns Centre. Some more formal
organisations will prefer formal written methods for communicating with staff.
In others a less formal method should be adopted.
3.2 The Candidate should have outlined a strategy for identifying and documenting
work team performance. This will involve
1. Setting goals for the work team
2. Undertaking the task
3. Using methods such as performance appraisals and other methods as listed in
section two of the manual to measure performance
4. Comparing actual performance against stated goals
5. Identifying performance gaps to identify opportunities for improvement
This should be documented in the form of performance appraisal reports and
should be used by managers to look for performance gaps that may be filled using
training and coaching methods.
The Candidate must have stated that where improvements have been made
there should still be analysis and interpretation of data to look for even more
improvements. It does not simply stop because an improvement has been
made. The Candidate should state that improvement is undertaken on a

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continual basis and that when planning is undertaken in their organisation they
will take into account any opportunities identified by their improvement strategies.
Copies of any documents the Candidate uses on the Bounce Fitness website
must be included and any external information referenced for you.

Task 4 Coaching Role Play

At all times during the role play, the Candidate must use open body language,
choosing positive language and linking the behavioral issues of Lachlan to the
continuous improvement plan. The behaviour and message of the Candidate must
assure you that they are able to both coach and to instill confidence in Lachlan, in the
application and result of the plan.

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