ASSESSMENT TASK TWO

Portfolio and Roleplay

Instructions

• The purpose of this assessment task is to assess your skills relating to reviewing
programs, systems and process in order to develop options for continuous
improvement
• You must complete this task by the due date set by your trainer and assessor.
• You will need access to the following resources to complete this task:
o Woodhouse Recruitment Case Study Information
o Appendices and Templates provided by your assessor
o Business technology and office equipment including computer with MS Office
Suite (or similar) and internet access
o Space/technology for meetings/presentations
• You must provide your responses in your own words. You can refer to the Learner
Guide, Case Study Scenario or other sources when preparing evidence, but you are
not allowed to copy sentences and/or paragraphs directly from these sources. If
your responses found to have been copied directly from learner guide, case study
scenario or other sources, your result for this task will be Not Satisfactory.
• You will complete the research and documentation type of activities at home in your
own time and the practical type (role-plays and presentations) activities in simulated
assessment environment under the assessor’s supervision.
• After completing the activities, you must submit evidence as per the ‘Evidence
Submission Checklist’ by the due date. For observation type activities, your
assessor records your performance using a checklist, so you do not need to submit
anything unless the activity asks you specifically.

Scenario

You are engaged by Woodhouse Recruitment company as a change consultant who is

responsible to review their systems and processes, develop options for continuous
improvement, report back to the management team and assist the company to implement
the approved initiatives. Throughout the assessment tasks 2 and 3, you will work closely
with the Administration Manager (your assessor).

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Carefully read the Woodhouse Recruitment Case Study (Appendix 1) and the handouts –
Australian Trends Report (Appendix 2) and Recruitment Practices Report (Appendix 3) –
provided by your assessor.

Activities

1. Develop a continuous improvement and innovation report

Review the case study scenario information and, based on your review, select two
topics or areas that you can research and review, develop continuous improvement
and innovative processes for. One of these topics must be a sustainability program.

When you have identified the two topics or areas, you will then be required to
prepare a report to your manager (your assessor). Your report should be written in
clear and concise English and contain relevant headings to address the required
information. As a guide, your report should be 3 to 4 pages long. Use the template
(Appendix 4) provided.

Appendix 4 – Continuous Improvement and Innovation Report

Continuous Improvement and Innovation Report

Introduction

Woodhouse Recruitment was established in 2010 and it is recruitment agency that does selection, screening
and sourcing candidates. Recruitment process has been done by the company itself to recruit potential
candidates to be placed in companies. Staffs consist of receptionist, administration manager, 5 recruitment
consultant and company planning to recruit another 2 recruitment consultant. There are around 30 fixed
clients that using the Woodhouse Recruitment services on regular basis.

Areas for improvement

- Key Performance Indicator (KPI): no specific or accurate key performance indicator to

measure performance. So, the number of candidates who passed cannot be tracked.
- Social Media: no social media strategy to approach candidates
- Staff professional development: Lack of appraisal system and all consultants are lack of
professional knowledge. No activities conducted on professional development in
Woodhouse Recruitment agency.
- Sustainability: Woodhouse Recruitment doesn’t have any sustainable practice which help
the agency in future sustainability.

Strategies
- Increase the usage of social media such as Facebook, Instagram
- Change the working process by implement more technical features
- Recruit consultants that has higher and professional knowledge and effective
communication skills
- Create a sustainable practice around agency working environment.
Analysis of current systems
- Supply chain: The supply chain is small as the agency consist of receptionist who handles
enquiries and call, administration manager who responsible of the agency administration
and function. 5 recruitment consultant who involve in the process of selection, screening and
sourcing candidates and 30 fixed clients which depend on the agency service on regular
 basis.
- Effectiveness: The agency has effectively screening the candidates and fixed clients,
example: the company take those candidates from Woodhouse Recruitment Agency.
- Needs Improvement: Have more professional consultant that create strategies to attract
potential candidates and increase customer base. Online presence is crucial to grow the
agency business.
- Business performance: Although the business performance of Woodhouse is going smooth,
but the company will not sustain without online/ digital presence and well planed strategies
once there is increase in competition.
Analysing and review the current system, it is evaluated that the system are not effective
enough in developing the business and there are some major issues around the company
systems. Therefore, it is crucial needs of development and additional performance such as:
- Activities for professional development
- Create social media strategies to reach more candidates
- Develop performance standard
- Provide training and implement program that could help to gain more professional
knowledge.
Measurements
- Meeting
- Standard Key Performance Indicator (KPI)
- Feedback
- Face to Face Communication
- Monitoring
Specialists that could help Woodhouse Recruitment

In Australia recruitment industry, there are several agencies that have initialized innovation in developing
their recruitment agency:
- Job Search: using Instagram, Facebook as the social media strategy as platform to seek
candidates.
- JORA: provide education and training, job offers from different sectors. It also uses
Facebook to facilitate candidates

Approaching above agencies, The Woodhouse Recruitment can have continuous improvement and
benefits by having an alliance with them.
- Job Search:
Job Seekers - 136268
Employers – 12175
- JORA
Contact Details: +61 1300 324 600
Trends and opportunities
There are several ways for effective working of Woodhouse Recruitment Agency such as agency could use
various social media to approach candidates, contact college or university students directly who are seeking
for any job opportunities. Online interview, online screening, various online test, etc will help the agency to
grow further in future

Comparison of key business performance statistics

- Increase in profits for this financial year compare to last year is 9%. The target was 10%
which means Woodhouse Recruitment has not meet their target because profit only
increases by 9%.
- 60% of revenue from repeat client business, target was 70%. According to 2015 Australian
Recruitment Trend Report, it shows75% of respondents who generated over 50% of their
revenue from repeat client business. This mean Woodhouse Recruitment has not meet their
target because 60% of their revenue from repeat customer while target is 70%. As compare
to the trend (over 50%), the company has exceeded average revenue from repeat clients.
Other innovative business ideas
- Increase more online presence through website, blogs and online contents
- Introduce several programs and activities that could boost consultant professional
development
- Make use the benefit of social media to approach more candidates such as Facebook,
Instagram or Twitter.

2. Participate in a meeting
 Roleplay Scenario
Complete the report from above activity at least two days prior to the meeting. Your assessor
will advise of you of the date of the meeting. The purpose of this meeting is to discuss your
continuous improvement and innovation report with the management team.

Roleplay Conditions
Your assessor will prepare the environment for meeting.
Your assessor will organise two other students to attend your meeting. These
students will be playing the role of the management team. During the meeting:

• Discuss the key findings of your report, as well as your ideas for
continuous improvement and innovation in the business
• Demonstrate interpersonal skills, as well as your ability to build trust and
confidence and encourage creativity in the management team. To do this you
will need to demonstrate throughout your discussion your ability to clearly and
confidently present information, encouraging questions from the team,
discussing/brainstorming ideas and active listening techniques.

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 • Take on board feedback provided and agree with the management team on two
ideas for continuous improvement and innovation. Make notes as required of
the feedback provided. You will use these notes to write an email to the
manager in the next activity.

This meet should take no more than 20 minutes.

Cath: Good Morning and Thank You for attending today meetings. Firstly, my name is Cath, one of
the change consultants for Woodhouse Recruitment and my responsibilities is to review the
systems and process in the agency as well as develop certain way for continuous improvement
and assisting the company once the implementation initiative is approved.

Students: Can you please kindly explain importance of continuous improvement? Why is it important
for Woodhouse Recruitment to have continuous improvement as recruitment agency?

Cath: Continuous improvement is important because it help to eliminate employees inefficiency and
help to boost team member productivity to reach company goals & vision. As for Woodhouse
Recruitment we want to ensure that the agency has reached enough publicity and make any
necessary improvement so that Woodhouse Recruitment could provide better recruiting service
for clients and candidates in future.

Students: What areas of improvement that you plan to do continuous improvement in our agency?

Cath: There are 3 areas of improvement that need to be done in the agency. First, the agency has no
Key Performance Indicator (KPI) to measure their performance, thus candidates who passed
cannot be tracked. Second, there’s no social media to approach candidates thus creating
company website and social media will help to gain Woodhouse Recruitment more publicity.
Third, consultants are lack of professional knowledge and there’s lack of appraisal system in
the company thus activities that could boost professional development skills must be
conducted.

Students: We believe those are the areas that need improvements as we personally have felt about it.
However, what are the strategies for each area of improvement? We would love to hear more
about it and perhaps we could give it a hand and ideas about it.

Cath: Glad that you guys could give me some ideas. Here’s some strategies that I had in mind. To set
the company Key Performance Indicator, I would like to change the working process into more
technical features. As for social media and website, I’ll have marketing to create social media
such as Instagram & Facebook and online website to put more information about the company
which help to boost the company publicity. Third, conduct training or outsourcing professionals
that help to increase professional development skills and at the same time hire consultant that
has higher professional skills and effective communication skills.

Students: As compare to the current system that the agency used to deliver their service, What is
working well and any area that needs to be improved?

Cath: As for the current system that the agency has now, the agency has effectively screens their
candidates and has fixed clients. As for the agency improvement, online presence is crucial to
attract more potential candidates and increase customer base. Although the agency business
 performance is doing smooth, the company will not stand strong if there is increase in
competition surrounding.

Students: Do you mind if I ask what kind of tools do you use to measure the effectiveness of this
continuous improvement? And is there any specialist that could help Woodhouse Recruitment
in future?

Cath: Tools that we could use for measuring such as standard Key Performance Indicator (KPI),
feedback from customers and clients, face to face communication which can be conducted
through meetings and monitor employees working performance. Furthermore, for specialist we
could use Job Search or JORA which both are famous Australian recruitment agency.

Students: Is there any trends and opportunities that is relevant to Woodhouse Recruitment related to
this area of improvement?

Cath: There are ways to create effective working environment such as the agency can use social
media to approach candidates or Contact University students who are fresh graduate and
looking for job. Hopefully once the plan is working; it could improve Woodhouse Recruitment
further.

Students: Indeed, however I am sure you have the data of Woodhouse Recruitment business
performance statistic and test on why or why not the company may not have met the target.

Cath: As for the data shown, there is increase in profit as compare to last year is 9%, however our
target was 10% so the company has not meet the target. As for the revenue from repeat clients,
Woodhouse only reached 60% while the target was 70%. As compare to the trend 50% the
company has successfully exceed the revenue of repeated clients. I guess we need to be
innovative to reach the target further.

Students: I am sure you have some innovative ideas in your mind. Perhaps you could have share
some of our ideas and we could help to give some of our ideas too.

Cath: I do have several in my mind. As for company publicity, we could try using website, blogs or any
other online contents as well as using social media such as Twitter, Facebook or other social
media platforms to reach more candidates. Lastly, introduce several programs and activities
that could help to increase consultant professional development. In conclusion, we hope that by
using social media, we could promote and reach more potential candidates for our loyal clients
as well as increase our service to ensure the company stay strong through the increasing
number of competitors. Lastly, are there any questions that you would like to ask further
regarding today topic of discussion?

Students: So far no Cath. Hopefully the agency could improve further in future according to your
continuous improvement plans. I hope we could gain more clients and more potential
candidates that would recommend us to their friends. Thank you for sharing your ideas and
plans for this meeting.

Cath: You’re Welcome. If there is a not question, I guess we shall end today meetings. Thank you for
attending and making your time today.
company as a change consultant who is responsible to review their systems and processes,
develop options for continuous improvement, report back to the management team and
assist the company to implement the approved initiative
3. Write an email to the Manager (your assessor)

Write an email to the manager (your assessor). The email should summarise the
ideas agreed to and seek final agreement to proceed with the initiatives based
on the meeting discussion.

Dear Sir/Madam,
I am writing this email to inform you regarding the continuous improvement
report. I have consulted with administration manager and we have agree with
the idea of improving the company sustainability and the usage of social media
to promote and attract more potential candidate for our loyal clients. In the
report, I have attached the summary of the idea and measurement to ensure
idea effectiveness. I am looking forward to your further approval before us
approaching for the next steps.

Yours Sincerely,

Consultant

Evidence Submission Checklist

Evidence to be submitted Have I completed this?

Continuous improvement and innovation report 

Email reflecting the feedback received during the meeting 