Reference no: EM133091224

BSBCRT611 Apply critical thinking for complex problem solving

Assessment Task 2

Task summary

MMI Professional Education employed you as a Business Change Management Consultant (CMC) to help resolve a problem in the business.

This task comprises of the following assessment methods:
o Product-based
o Direct observation of Role-Play
o Case Study
o Other (specify)

It has been designed to evaluate your ability to/competency in:

• Identify complex issue for resolution within scope of job role and in consultation with relevant stakeholders
• Document task objectives and risks involved in pursuing identified issue
• Research legislative frameworks and organisational policy or procedures applicable to identified issue
• Calculate required resources and present to relevant stakeholders
• Facilitate ideation session with relevant stakeholders
• Evaluate formulated solutions for advantages and limitations using critical thinking techniques
• Apply decision-making processes to select most viable solution
• Prepare a brief on proposed solution according to organisational policy and present to key stakeholders
• Develop a feedback register to systematically record feedback according to organisational requirements
• Refine proposal based on analysis of feedback
• Seek necessary approvals to implement solution
Your assessor will be looking for demonstrated evidence of your competency in the above.

You are required to address the following:
• Task 1 Scope the problem-solving process
o Attend a briefing session with the CEO (Role-Play in simulated work conditions)
o Develop a brief about the scope of the resolution process
• Task 2 Lead the solution development process
o Prepare and facilitate an ideation session with stakeholders (Role-Play)
o Evaluate shortlisted solutions and recommend one
• Task 3 Refine the solution for implementation
o Gather feedback from stakeholders on the recommended solution
o Refine proposed solution for implementation
o Seek approval to implement the recommended solution
o Reflect on own performance to identify opportunities for improvement

Although the assessment requires group consultation and collaboration to simulate a work environment, the assessment submission is individual and will be marked as such.

Complete the following activities:
Read the Case Study Scenario provided appendix.
Assume that the company employed you as a Business Change Management Consultant (CMC) to help resolve a problem in the business.
To resolve the problem, you will:
• Consult and collaborate with executive management and departmental managers
• Use critical thinking
• Scope the problem and the problem resolution process
• Lead the ideation process to find and evaluate solutions
• Refine the solution for implementation
• Seek approval to implement the solution

You will work in simulated work conditions. The trainer and assessor will play the role of the CEO in the company.
Consult and engage with the CEO as needed.The trainer and assessor will confirm that you have consulted with them and provide feedback on the marking sheet.

Choose one of the following problems:
1 Improve online course delivery. Propose a solution to :
• Enhance student engagement with online delivery
• Improve completion rates of online courses from 30% to 80% in one year
• Increase sales of online courses by 50% in one year
• Use experiential learning to support skills development for job-ready students
Note: you could describe what an engaging online course would look like, what it would include.

2 Abolish silo mentality and improve collaborative practices to:
• Improve collaboration between the department
• Decrease workload
• Use consistent technology and systems across the organisation
• Improve innovation and creativity in the workforce
• Improve staff retention rate
• To implement consistent processes and systems in preparation for the opening of the new campus
Note: you could outline a cohesive strategy to address the issue. The strategy should prioritise max 2 ideas that would provide the most benefits.

3 New Course Development:
• Identify a course that can be offered to domestic and international students
• The course must address the skills shortage in Australia and/or skills for the future
• The course must provide a competitive advantage in the marketplace to attract domestic and international enrolments (for example, price, structure or delivery)

4 Develop an office recycling program app to:
• Minimise waste
• Cut operational costs by 15% in one year (operational costs are currently at $ 125,000/year)
• Develop a recycling program that can become best practice in the workplace

Task 2.1 Scope the problem-solving process

Read the information provided in the Case Study Scenario about the company, and follow the organisational policies and procedures provided in a separate folder as needed.
This task requires you to:
• Define and scope the issue for resolution
• Define your role as CMC when leading the problem resolution process
• Determine the task objectives and risks involved in pursuing the issue
• Identify the legislative framework and organisational policy and procedures applicable to the issue
• Determine what stakeholders can assist with the issue resolution process and in what capacity
• Determine what resources are needed to support the problem-solving process

You are required to:
• Attend a briefing session as scheduled by the trainer and assessor - Task 2.1.1
Attendance at the briefing session is relevant to completing Task 2.1.2. If you cannot attend the briefing session, consult with the CEO (trainer and assessor) at a different scheduled time.
• Develop a brief about the scope of the problem-solving process- Task 2.1.2
It is advisable to review the brief requirements before attending the briefing session.

2.1.1 Briefing session

Attend a briefing session in week 1 of class, as organised by the trainer and assessor to define the complex issue the organisation is facing.
The trainer and assessor (the CEO in simulated work conditions) will discuss the company background, the current business landscape, and possible sources of information about the issue of choice.
This is an opportunity to gather insights and information to support problem definition.
The briefing session is a Role-Play in simulated work conditions.
Duration: 30-45 minutes.
Before the session
• Make yourself familiar with the Case Study, and the issue of choice
• Review the requirements of the brief in Task 2.1.2 and draft questions relevant to the completion of the report
• Determine possible sources of information to scope the issue resolution process
• Undertake independent research on the issue

During the session
• Listen actively
• Ask questions
• Take notes
• Interact with other students to gather their inputs, feedback and perspective
• Gather valuable information to complete the brief in Task 2.1.2

The trainer and assessor will validate your active participation during the briefing session and provide feedback on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to attend a briefing session.

2.1.2 Report

Develop a brief to present the scope of the problem resolution process to management.
Use the template provided below and follow the instructions.

Template 1 -Brief - Scope of the resolution process

Overview
• Provide a business overview: name of the business, industry, what the business does.
• Provide an overview of your role within the business.

Issue
Define the issue in simple terms and provide a brief outline.
Tips: You may want to use root cause analysis tools such as the 5 WHYs to help define the issue.
Stakeholders
Identify and list the stakeholders associated with the issue and those who could support issue resolution.
(5-6 key stakeholder groups or individuals)
Analysis
• Outline the impact of the issue on the organisation .
• Determine the advantages/benefits of resolving the issue (2-3).
• Identify three (3) risks involved in pursuing the issues.
Provide numerical data if possible.
Objectives
Identify two (2) key objectives when pursuing possible solutions to resolve the issue.
Legislative and organisational requirements
Research the legislative frameworks and organisational policy and procedures applicable to the identified issue.
• Provide a summary of legislative and regulatory requirements applicable to the identified issue.
• Identify 3-4 relevant policies and procedures applicable to the identified issue.

Task 2.2 Lead the solution development process

This task builds on Task 2.1 and requires you to:
• Present the Brief - Scope of the resolution process to departmental managers - Task 2.2.1
• Lead the solution development process using critical thinking - Task 2.2.1 and 2.2.2
• Select the most viable solution using critical thinking - Task 2.2.2
• Develop a feedback register -Task 2.2.2
• Prepare a brief to present the proposed solution to executive management - Task 2.2.3
Schedule a time with the trainer and assessor in week 3 to meet with departmental managers played by a group of classmates to:
• Present the Brief - Scope of the resolution process
• Facilitate an ideation session in your role as CMC

Duration: 30 minutes.
This is a Role-Play in simulated work conditions.
The trainer and assessor will evaluate your performance during the Role-Play and provide feedback in an Observation Checklist.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play.
Before the meeting
• Finalise the Brief - Scope of the resolution process, and prepare to present it to departmental managers
• Select two (2) ideation techniques to use during the meeting. Examples of methods are provided below:
o Storyboarding
o Mind Mapping
o Wishing
o Alter-egos/heroes
o Six thinking hats
o Brain-writing
o Rapid ideation
To generate solutions to resolve the issue.
List the selected ideation process in the space below and explain why you chose them.

• Plan how to create an environment where participants feel free to share ideas
• Determine how you will facilitate and manage an open discussion with the managers
• Prepare resources such as butcher paper and markers
• Prepare a list of 'how might we' questions.
List 3-4' how might we' questions in the space below.

• Determine three (3) evaluation criteria to shortlist three (3) solutions at the end of the ideation session
You may consider:
o Feasibility (such as technical requirements)
o Resources needed for implementation
o Skills and knowledge need to execute the idea
o Costing Vs Benefits of the solution
o Strategic fit
o Synergy with the organisation
o Added value
o Time to implement the idea
o Legal and regulatory considerations
o Internal barriers (such as stakeholders' expectations)
o External barriers (such as the economic landscape)

You can then use the criteria as a checklist with a rating scale, 1-5, where 1 is poor and 5 is excellent against each criterion.
List the criteria in the space below.

During the meeting
• Present the Brief - Scope of the resolution process
• Explain the structure of the ideation session and the ideation techniques you will use
• Explain any rules such as time allocated for the ideation process
• Facilitate the session
• Document the alternative solutions brainstormed by the group
Use the table below.

• Shortlist three (3) solutions in collaboration with the group, considering the selection criteria you developed when preparing for the ideation session.
List the three (3) shortlisted solutions in the space below.

2.2.2 Evaluation

Evaluate the three shortlisted ideas, and apply decision-making processes to select the most viable solution.
• Evaluate the three (3) shortlisted solutions against the three criteria developed when preparing the ideation session.

• Use a modified version of a decision tree diagram to assess the three (3) solutions (see chart below).
We have simplified the decision tree diagram to help you decide on the most viable solution.
o Complete the diagram identifying two (2) risks and two (2) rewards for each shortlisted solution.
o Determine if you would recommend the solution or not.

• Develop a feedback register template to record feedback about the recommended solution systematically.
Please refer to the continuous improvement policy for guidance.
Document the register (in table format) in the space below.

2.2.3 Brief proposal

Prepare a brief on the proposed solution using a PowerPoint (PP)presentation. Use the template provided in a separate file and submit the PP with your assessment.

Task 2.3 Refine the solution for implementation

2.3.1 Collect feedback and refine the brief proposal

Schedule a time with the trainer and assessor in week 5 to meet with 2-3 departmental managers played by a group of classmates to:
• Present the brief proposal in your role as CMC
• Collect feedback to refine the solution for implementation

Duration: 10-15 minutes.
This is a Role-Play in simulated work conditions.
The trainer and assessor will evaluate your performance during the Role-Play and provide brief feedback on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play.
Before the meeting
• Ensure the brief proposal is ready
• Prepare to present and respond to questions and objections

During the meeting
• Present the proposed solution using the PP developed in Task 2.2.3
• Articulate the advantages and disadvantages of implementing the proposed solution
• Explain why you recommend the solution over others
• Answer questions from managers
• Collect their feedback to refine the proposal

After the meeting
• Record the feedback received in the feedback registered developed in Task 2.2.2.
• Determine what actions are needed to address the feedback.
• Document the updated feedback register in the space below

• Update the brief proposal based on the feedback received, and submit the update PP calling it Brief Proposal - Your Name -Version 2.

2.3.2 Ask for approval

The CEO asked you to send the finalised brief proposal to the Board of Directors for review and approval.

Write an email (Template 2) to the Board of Directors:
• Briefly outline the content of the brief proposal
• Ask for approval to implement the proposed solution

Attach the brief proposal to the email by writing their title in the 'attachment row' of the template.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

2.3.3 Reflection

Evaluate your performance when:
• Scoping the issue for resolution
• Scoping the issue resolution process
• Leading the solution development process
• Consulting and collaborating with stakeholders
• Preparing briefs with justifications
• Using critical thinking to solve problems to identify opportunities for improvement.

Attachment:- critical thinking for complex problem solving - Assessment_Task 2.rar