Manage operational plans Assessment 1 – Essential knowledge gathering Assessment instructions The purpose of this assessment is to assess your knowledge required to develop operational plans in consultation with key stakeholders. The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. To make full and satisfactory responses you should consult a range of learning resources, other information such as handouts and textbooks, learners' resources and slides. All assessment requirements must be answered in order to gain competency for this assessment. Task Answer the following questions. 1. What is an operational plan? 2. What is the difference between an operational plan and a strategic plan? 3. During operational planning, explain the importance of consulting with stakeholders 4. List 3 effective methods you would use to communicate with all stakeholders regarding the operational plan 5. List 3 types of resource requirements for operational planning 6. During operational planning, contingency plans are required for the identification of potential risk and the assessment of that risk. List 5 areas of risk facing your organisation and the potential impact of those risks 7. In your own words, during operational planning explain why it is important to: a. Develop and implement consultation processes b. Develop KPIs to measure organisational performance c. Develop contingency plans d. Obtain approval before implementing the operational plan Assessment 2 – Develop an operational plan Assessment instructions The purpose of this assessment is to assess your ability to demonstrate skills and knowledge required to develop operational plans in consultation with key stakeholders. The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See required evidence (specifications) below for details. To make full and satisfactory responses you should consult a range of learning resources, other information such as handouts and textbooks, learners' resources and slides. All assessment requirements must be answered in order to gain competency for this assessment. Task 1. Read the BBQ fun scenario information provided in Part B Appendix, and the BBQ fun simulated business documentation provided by your assessor 2. Write a brief summary of the BBQ fun operational environment that includes: a. An outline of the legislative and regulatory context that is relevant to BBQ fun's operational plan b. An outline of the BBQ fun policies and procedures that directly relate to the operational plan c. An explanation of the role of an operational plan in achieving the successful implementation of the e-commerce strategy d. A discussion of your intention to either develop a new operational plan for BBQ fun, or to amend the existing operational plan; support your discussion with reference to different methods and models for developing operational plans – such as methods for setting goals, outlining actions, identifying risk, and monitoring performance 3. Research resource requirements for implementation of e-commerce strategy 4. Arrange with your assessor to participate in two resourcing consultation role-plays 5. Participate in consultation role-plays with relevant personnel to determine resourcing needs. You will role-play with the: a. Sales and Marketing Manager – prepare to discuss human resourcing requirements b. Technology consultant – prepare to discuss physical resourcing requirements related to development of e-commerce website c. Note: During consultation, ask questions and encourage the personnel to provide information. 6. Develop an action plan for the implementation of the e-commerce strategy. In your plan include: a. Physical resourcing (all major steps for resourcing, including procurement of different types of resources, but not to the detail of including all procurement steps for each resource type) b. Human resourcing (all major steps, e.g. Recruiting, training, communication) c. Timelines and milestones for implementing the e-commerce strategy d. Consultation and communication (ensure all affected staff are informed and engagement is encouraged for all stakeholders) e. Note: An example action plan template is provided in Part B Appendix. Ensure plans adhere to organisational requirements set out in the scenario and in relevant policies and procedures 7. Develop performance indicators for operational and financial targets and amend or develop existing operational plans to include KPIs and financial targets related to e-commerce strategy. Develop a balanced scorecard for an e-commerce customer service representative including three KPIs and associated targets a. Note: The current budget and operational plan for BBQ fun is located in Appendix 1. A balanced scorecard template is located in Part B Appendix. 8. Identify at least three risks to the implementation of the operational plan and develop a contingency plan for each risk (you may use the contingency plan template provided in Part B Appendix). Risks must include: a. One risk due to employee underperformance b. One risk related to management of intellectual property (IP) c. One risk due to breach of health and safety compliance responsibilities 9. Develop a proposal for resourcing to be presented for approval to the Operations General Manager. Include in your proposal: a. Description of proposed implementation of resourcing b. Breakdown of costs c. Benefits to organisation d. A list of different approaches to developing key performance indicators e. Risks to organisation by not implementing f. Outline of identified risks and contingency planning g. Description of sources of information used to develop proposal (use internet research on technical aspects of e-commerce and importance to retailers; use consultation, use company financial projections) 10. In a third role-play, present your proposal for approval by the Operations General Manager 11. Submit a portfolio of your implementation documents as outlined in the specifications below a. Note: Keep copies of your work for use in Assessment 3 and for your own records Required evidence You must: ● Participate in three role-plays: ○ Consult with the Sales and Marketing Manager ○ Consult with the technology consultant ○ Present the resourcing proposal for approval from the Operations General Manager ● Submit a planning portfolio, including: ○ A summary of the operational environment of BBQfun ○ Action plan ○ Performance indicators for operational and financial targets (in the new/amended operational plan) ○ Balanced scorecard for e-commerce customer service representative ○ Proposal for resourcing Your assessor will be looking for: ● Reading and writing skills to use workplace information to write an operational plan that meets organisational requirements ● Oral communication skills to present information in a clear and professional manner, listen and comprehend information and confirm understanding through questioning and active listening ● Planning and organisational skills to take responsibility for developing and implementing a plan to achieve operational goals including resource needs, strategy development, sequencing activities, identification of risks and impact on operational performance and generating contingency plans ● Interaction skills to communicate and empathise with stakeholders during consultation processes and collaborate to achieve business outcomes ● Numeracy skills to work with an existing budget to allocate and manage financial resources ● Knowledge of models and methods for operational plans ● Knowledge of the relationship between an operational plan and organisational objectives ● Knowledge of budgeting processes ● Knowledge of legislation and regulations relevant to the operational plan of the organisation ● Knowledge of intellectual property rights and responsibilities relevant to the operational plan ● Knowledge of using KPIs to develop business objectives Assessment 3 – Plan and manage resource acquisition Assessment instructions The purpose of this assessment is to assess your ability to demonstrate skills and knowledge required to plan and manage resource acquisition. The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See required evidence (specifications) below for details. To make full and satisfactory responses you should consult a range of learning resources, other information such as handouts and textbooks, learners' resources and slides. All assessment requirements must be answered in order to gain competency for this assessment. Assessment description In response to a simulated business scenario, and using work completed in Assessment 2, you will develop and implement strategies to ensure physical and human resourcing is carried out in accordance with organisational policies, practices and procedures, and intellectual property (IP) provisions. Task 1. Read the BBQfun simulated business and other information provided in Part C Appendix of this task provided by your assessor 2. Plan and implement physical resourcing: a. Review the physical resourcing activities in the action plan you developed in Assessment 2 b. Elaborate on your plan by including all steps and strategies to acquire resources in accordance with organisational requirements c. Explain the risk management strategy needed to protect the organisation's IP and/or ensure the organisation does not breach third-party IP 3. Plan and implement human resourcing: a. Review the human resourcing activities in the action plan you developed in Assessment 2 b. Elaborate on your plan by including all steps and strategies to recruit people in accordance with organisational requirements c. Incorporate IP requirements for human resource acquisition to ensure trade secrets and confidential information is protected from theft, misuse and unauthorised distribution d. Prepare to interview two recruits by organising a role-play interview with each and preparing paperwork. You may wish to prepare using the interview planning template provided in Part C Appendix e. Interview, assess, and make recommendations on two potential recruits in accordance with your plan. You may use the templates provided or develop your own 4. 4. Submit a portfolio of your implementation documents as outlined in the specifications below. Keep copies of your work for your records Required evidence You must: ● Participate in two interview role-plays ● Submit a portfolio including: ○ Action plans ○ Interview plan ○ Assessment and evaluation record with recommendations Your assessor will be looking for: • Reading and writing skills to access and use workplace information and to write a detailed resource acquisition plan using vocabulary, grammatical structures and conventions appropriate to the context. • Writing and numeracy skills to complete planning documentation • Planning and organisational skills to identify ip risks and take responsibility for implementing a physical and human resource acquisition plan to achieve operational goals • Communication skills to present information using clear and professional English, listen and comprehend information from interviewees and confirm understanding through questioning and active listening skills • Monitoring skills to identify the implications and requirements for protecting ip • Interaction skills to communicate and empathise with candidates during interview processes, facilitate one-on-one interviews and influence direction to achieve business outcomes • Knowledge of organisational resource acquisition policies, practices and procedures Assessment 4 – Monitor and review operational performance Assessment instructions The purpose of this assessment is to assess your ability to demonstrate skills and knowledge required to monitor and review operational performance. The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See required evidence (specifications) below for details. To make full and satisfactory responses you should consult a range of learning resources, other information such as handouts and textbooks, learners' resources and slides. All assessment requirements must be answered in order to gain competency for this assessment. Assessment description In response to a simulated business scenario, and using work completed in Part B, you will develop, monitor and review performance systems, analyse performance, identify areas of underperformance, take prompt remedial action and report on operational performance. In accordance with contingency planning developed in Part B, you will take prompt action to address employee underperformance. In a role-play, you will coach the employee in accordance with performance management systems. You will then prepare and present, in a second role-play, a management report describing the performance system, performance results and recommendations for changes to operational plans. During the role-play, you will negotiate changes to operational plans and gain approval for recommendations from the Operations General Manager (the facilitator/assessor). Task 1. Read the simulated BBQ fun scenario information, and other information provided in Part D Appendix of this task 2. Prepare a plan for monitoring performance from the start of implementation to the end of the financial year. You may use the action plan template (Part C Appendix) or create your own plan. Ensure you include plans for monitoring and/or documenting: a. Budgetary and financial performance b. Productivity performance c. Employee performance in line with performance management policy d. Milestone achievement and performance against targets e. Dates for monitoring activities in line with scenario f. Resources for monitoring g. progress reporting at the end of each quarter to the Operations General Manager h. Regular performance management of online staff and lodgement of records with the HR Manager 3. Identify areas of employee underperformance, determine possible remedial actions, and prepare to performance manage underperforming employees. Refer to, follow, or adapt, existing contingency plan for underperforming employees (developed in Assessment 2) 4. Follow your contingency plan and the BBQfun performance management policy to coach and performance manage an underperforming employee. Arrange with your assessor to role-play the coaching session. You may wish to use the performance management plan template and coaching plan template (provided in Part D Appendices 3 and 4 of this task) to prepare for the coaching session. Make sure you begin a coaching session with an explanation of your role as a coach in supporting the employee to meet BBQfun's organisational goals 5. Analyse operational performance as described in scenario, and produce an operational plan status report based on the information provided in Part D Appendix 1. You may wish to use the Operational Status Report template (provided in Part D Appendix 5). You will also need to include in your report: a. A description of budgetary and financial performance b. A description of productivity performance c. An analysis of milestone achievement and performance against targets d. Three recommendations for operational improvement 6. Arrange a time to meet with your assessor to role-play the presentation of your report to the Operations General Manager and negotiate recommendations – involving, for example, changes to plans, changes to implementation of plans, changes to budget, etc. – and seek approval for the implementation of your recommendations 7. Submit a portfolio of your implementation documents as outlined in the specifications below. Keep copies of your work for your records Required evidence You must: ● Participate in two role-plays: ○ Coaching an underperforming employee ○ Presentation of report to Operations General Manager ● Submit a portfolio that includes: ○ A monitoring plan ○ A contingency plan (amended from Assessment 2) for managing employee underperformance ○ A coaching and performance management plan ○ An operational plan status report, including: – A description of budgetary and financial performance – A description of productivity performance – An analysis of milestone achievement and performance against targets – Three recommendations for operational improvement Your assessor will be looking for: ● Reading and writing skills to access, interpret and use workplace information and to write a practical monitoring plan and management report ● Oral communication skills to present information in a clear and professional manner to underperformers and management, listen and comprehend information and confirm understanding through questioning and active listening ● Planning and organisational skills to take responsibility for monitoring an operational plan to determine performance against operational goals ● Leadership skills to communicate with and motivate underperformers, facilitate performance management discussions and collaborate to achieve business outcomes ● Numeracy skills to monitor expenditure of financial resources ● Knowledge of models and methods for operational plans ● Knowledge of the relationship between an operational plan and organisational objectives ● Knowledge of budgeting processes Assessment criteria The purpose of the table below is to provide constructive criteria for the review of the assessment you submit, and to provide you with detailed feedback about your performance within this unit of competence. . Component Not Competent Shows no evidence of meeting industry expectations Competent–Pass Meets industry expectations Competent–Credit Perform above industry expectations Competent-Distinction Shows a level of mastery Competent-High Distinction Shows excellence in all areas Element 1: Work product did not achieve the aims of the task set due to any of the following: lack of basic understanding of processes non-compliance with legislation or industry standards errors in fact. Work product meets industry expectations but contains minor errors which should be corrected in future Work product exceeds industry expectations and contains no errors of fact or process, compliance to standards or compliance with legislation. Work product demonstrates deep level of knowledge command of skills and proficiency. Work product surpasses industry expectations in all aspects. Element 2: Work product did not achieve the aims of the task set due to any of the following: lack of basic understanding of processes non-compliance with legislation or industry standards errors in fact Work product meets industry expectations but contains minor errors which should be corrected in future Work product exceeds industry expectations and contains no errors of fact or process, compliance to standards or compliance with legislation. Work product demonstrates deep level of knowledge command of skills and proficiency. Work product surpasses industry expectations in all aspects. Element 3: Work product did not achieve the aims of the Work product meets industry expectations Work product exceeds industry expectations Work product demonstrates deep level of knowledge Work product surpasses Component Not Competent Shows no evidence of meeting industry expectations Competent–Pass Meets industry expectations Competent–Credit Perform above industry expectations Competent-Distinction Shows a level of mastery Competent-High Distinction Shows excellence in all areas task set due to any of the following: lack of basic understanding of processes non-compliance with legislation or industry standards errors in fact but contains minor errors which should be corrected in future and contains no errors of fact or process, compliance to standards or compliance with legislation. command of skills and proficiency. industry expectations in all aspects. Required knowledge: Shows little understanding of required content and or has misrepresented essential knowledge. Ability to receive identify required knowledge from sources such as standards, legislation and to memorise required facts to perform necessary tasks Ability to reproduce knowledge by specifying requirements, illustrate key concepts, discrimination between sources and explaining to others. Ability to transpose and translate and apply required knowledge to novel situations. Ability to create knowledge through analysis Ability to evaluate and ability to influence others though clear presentation of ideas. Critical aspects: Work product did not achieve the aims of the task set due to any of the following: lack of basic Work product contained minor errors which should be corrected in future Work product meets industry expectations and contains no errors of fact or process, compliance to Work product demonstrates deep level of knowledge command of skills and proficiency. Work product surpasses industry expectations in all aspects. Component Not Competent Shows no evidence of meeting industry expectations Competent–Pass Meets industry expectations Competent–Credit Perform above industry expectations Competent-Distinction Shows a level of mastery Competent-High Distinction Shows excellence in all areas understanding of processes non-compliance with legislation or industry standards errors in fact standards or compliance with legislation Foundation Skill Reading No examples of this skill were observed Cannot use this skill within work processes Requires assistance with most tasks Cannot deal with complex issues Cannot deal with unfamiliar contexts Examples of this skill were observed Can use this skill within some work processes Requires assistance with some tasks Cannot deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within most work processes Requires assistance with some tasks Cannot deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within most work processes Does not require assistance with tasks Can deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within all work processes Does not require assistance with tasks Can deal with complex issues Can deal with most unfamiliar contexts Foundation Skill Writing No examples of this skill were observed Cannot use this skill within work processes Requires assistance with most tasks Cannot deal with Examples of this skill were observed Can use this skill within some work processes Requires assistance with some tasks Cannot deal with Consistently uses this skill Can use this skill within most work processes Requires assistance with some tasks Cannot deal with Consistently uses this skill Can use this skill within most work processes Does not require assistance with tasks Can deal with complex issues Can deal with some unfamiliar Consistently uses this skill Can use this skill within all work processes Does not require assistance with Component Not Competent Shows no evidence of meeting industry expectations Competent–Pass Meets industry expectations Competent–Credit Perform above industry expectations Competent-Distinction Shows a level of mastery Competent-High Distinction Shows excellence in all areas complex issues Cannot deal with unfamiliar contexts complex issues Can deal with some unfamiliar contexts complex issues Can deal with some unfamiliar contexts contexts tasks Can deal with complex issues Can deal with most unfamiliar contexts Foundation Skill Numeracy No examples of this skill were observed Cannot use this skill within work processes Requires assistance with most tasks Cannot deal with complex issues Cannot deal with unfamiliar contexts Examples of this skill were observed Can use this skill within some work processes Requires assistance with some tasks Cannot deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within most work processes Requires assistance with some tasks Cannot deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within most work processes Does not require assistance with tasks Can deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within all work processes Does not require assistance with tasks Can deal with complex issues Can deal with most unfamiliar contexts Foundation Skill Oral communication No examples of this skill were observed Cannot use this skill within work processes Requires assistance with most tasks Cannot deal with Examples of this skill were observed Can use this skill within some work processes Requires assistance with some tasks Cannot deal with Consistently uses this skill Can use this skill within most work processes Requires assistance with some tasks Cannot deal with Consistently uses this skill Can use this skill within most work processes Does not require assistance with tasks Can deal with complex issues Can deal with some unfamiliar Consistently uses this skill Can use this skill within all work processes Does not require assistance with Component Not Competent Shows no evidence of meeting industry expectations Competent–Pass Meets industry expectations Competent–Credit Perform above industry expectations Competent-Distinction Shows a level of mastery Competent-High Distinction Shows excellence in all areas complex issues Cannot deal with unfamiliar contexts complex issues Can deal with some unfamiliar contexts complex issues Can deal with some unfamiliar contexts contexts tasks Can deal with complex issues Can deal with most unfamiliar contexts Foundation Skill Navigate the world of work No examples of this skill were observed Cannot use this skill within work processes Requires assistance with most tasks Cannot deal with complex issues Cannot deal with unfamiliar contexts Examples of this skill were observed Can use this skill within some work processes Requires assistance with some tasks Cannot deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within most work processes Requires assistance with some tasks Cannot deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within most work processes Does not require assistance with tasks Can deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within all work processes Does not require assistance with tasks Can deal with complex issues Can deal with most unfamiliar contexts Foundation Skill Interact with others No examples of this skill were observed Cannot use this skill within work processes Requires assistance with most tasks Cannot deal with Examples of this skill were observed Can use this skill within some work processes Requires assistance with some tasks Cannot deal with Consistently uses this skill Can use this skill within most work processes Requires assistance with some tasks Cannot deal with Consistently uses this skill Can use this skill within most work processes Does not require assistance with tasks Can deal with complex issues Can deal with some unfamiliar Consistently uses this skill Can use this skill within all work processes Does not require assistance with Component Not Competent Shows no evidence of meeting industry expectations Competent–Pass Meets industry expectations Competent–Credit Perform above industry expectations Competent-Distinction Shows a level of mastery Competent-High Distinction Shows excellence in all areas complex issues Cannot deal with unfamiliar contexts complex issues Can deal with some unfamiliar contexts complex issues Can deal with some unfamiliar contexts contexts tasks Can deal with complex issues Can deal with most unfamiliar contexts Foundation Skill Get the work done No examples of this skill were observed Cannot use this skill within work processes Requires assistance with most tasks Cannot deal with complex issues Cannot deal with unfamiliar contexts Examples of this skill were observed Can use this skill within some work processes Requires assistance with some tasks Cannot deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within most work processes Requires assistance with some tasks Cannot deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within most work processes Does not require assistance with tasks Can deal with complex issues Can deal with some unfamiliar contexts Consistently uses this skill Can use this skill within all work processes Does not require assistance with tasks Can deal with complex issues Can deal with most unfamiliar contexts Assessment outcome Your assessor will use the above rubric to assist in making a judgment of competence and providing a grade. Grades are summarised below: Overall grade Not Competent Competent- Pass Competent- Credit Competent- Distinction Competent- High Distinction Description Shows no evidence of meeting industry expectations Meets industry expectations Perform above industry expectations Shows a level of mastery Shows excellence in all areas Review of Evidence Sources Any of the following assessed at Level 0: Required knowledge, Required Skills Performance Elements Critical Aspects All assessment of Required knowledge, Required Skills Performance Elements Critical Aspects At level 1 or above Rubric average level 1 Credit All assessment of Required knowledge, Required Skills Performance Elements Critical Aspects at level 1 Rubric average level 2 All assessment of Required knowledge, Required Skills Performance Elements Critical Aspects At level 1 or above Rubric average level 3 All assessment of Required knowledge, Required Skills Performance Elements Critical Aspects At level 1 or above Rubric average level 4