1. Why is it necessary to implement systems to ensure that individuals and teams are actively encouraged and supported to participate in decision-making processes, assume responsibility and exercise initiative?

2. Discuss ways of communicating with employees when change processes are introduced to an organisation. 

3. Why is it so important to properly communicate change or improvement to stakeholders and to obtain feedback from them

4. Explain how frontline managers can support and facilitate effective coaching and mentoring for employees.

5. How an organisation's systems and technology might be used to effectively monitor and review progress and to identify ways in which planning and operations could be improved? How might these improvements impact on customer service?

6. How can you formulate and communicate recommendations for adjustments to those who have a role in their development and implementation and why is it necessary?

7. How does keeping accurate performance records and reports contribute to the development of future continuous improvement plans?

8. Identify what the following techniques mean:

a. Benchmarking

b. Best practice

c. Change management

d. continuous improvement systems and processes

e. quality systems