Upon successful completion of this unit, you will:

  • implement continuous improvement systems and provide mentoring and coaching support to enable individuals and teams to participate in decisions, take responsibility, show initiative and implement improvement processes
  • implement processes to inform team members about savings and productivity/service improvements achievements
  • communicate effectively to support the continuous improvement system and implementation of improvements
  • apply continuous improvement to customer services including internal and external customers
  • implement, monitor and adjust improvement plans, processes and procedures to improve performance
  • document performance to identify further opportunities for improvement
  • manage records and reports within the organisation’s systems and procedures

Demonstrate knowledge of:

  • continuous improvement processes
  • typical areas of need for coaching and mentoring to support continuous improvement
  • how change management techniques can support continuous improvement and initiative
  • the organisation’s systems and data that can be used for benchmarking and monitoring performance for continuous improvement