Sub Task 1.2 Analyse data, define underlying business issues and draft report In this sub task you will identify, define and document the business problem and break down into its underlying root causes. To achieve this, you will need to undertake a series of quantitative statistical analyses in a spreadsheet environment. Prepare your spreadsheet and organise your data to perform these analyses prior undertaking the tasks that follow. Performance requirements: to achieve a satisfactory response for this sub task, you will need to: 1.2.1 Analyse the time series data and identify the trend in historical business performance for all stores: • add a corporate performance measure in your database calculating the earnings before interest, taxes, depreciation and amortisation  this calculation must be accurate and yield a correct output  choose and appropriate data format for the correct representation of the figures • prepare a table summarising the performance of each store by year; this table must:  be in a cross-tabular format  be formatted appropriately showing each store by time (year) clearly  yield an accurate and a correct output • visualise Mosman’s historical performance using an appropriate chart type; this chart must:  be correctly selected according to the output presented  be readable and legible, and include a legend  include a descriptive chart title positioned above the chart  include relevant axis titles in each axis • write a clear and relevant interpretation of this trend for the Mosman store  this interpretation must be valid and specific to the trend  word count is approximately 50 words. 1.2.2 Identify the root cause for Mosman’s performance: • apply an appropriate statistical analysis to determine the relationship between price and customer satisfaction as to prove or disprove the Mosman Shop Manager’s hypothesis:  this analysis must be done in a spreadsheet and produce a valid result  plot the relationship using an appropriate chart conforming to the chart requirements (see 1.2.1)  display values on your chart that are essential for interpreting the relationship  include a screenshot of this analysis in your report attaching a valid and sufficient interpretation  word count for the interpretation is approximately 100 words. • apply another appropriate statistical analysis to identify a root cause for Mosman’s performance  address all the performance criteria as specified in the above task (Mosman Shop Manager’s hypothesis). 1.2.3 Analyse the conditional means in the data to mine out the patterns in customer satisfaction: • show the pattern in average customer satisfaction and preparation time for each coffee product • show the pattern in average customer satisfaction and preparation time for each barista • show the pattern in average customer satisfaction and preparation time for each workday  table each pattern in your report ensuring readability and a valid output  plot each pattern in your report conforming to the chart requirements (see 1.2.1)  interpret each pattern  word count for each interpretation is approximately 50 words.   1.2.4 Having worked on which variable most strongly influences customer satisfaction, send an email to your Area Manager requesting any further information he might have: • this email will include a brief overview of your findings and your need to have further information to assist in your root cause analysis for Mosman’s performance • this email will be approximately 50 words. 1.2.5 Analyse the further information received by applying an appropriate statistical analysis to determine the relationships between the new parameters and customer satisfaction: • this analysis must be done in a spreadsheet and produce a valid result • plot the relationship using an appropriate chart conforming to the chart requirements (see 1.2.1) • display values on your chart that are essential for interpreting these relationships • include a screenshot of this analysis in your report attaching a valid and sufficient interpretation • word count for the interpretation is approximately 100 words. 1.2.6 Undertake a sensitivity analysis for the Area Manager’s proposed option: • clearly model the business issue and relevant sensitive variables • your analysis must be done in a spreadsheet software • your analysis must produce valid results • include a screenshot of your model attaching a valid and sufficient interpretation • word count for this interpretation is 100 words 1.2.7 Finalise your analyses and documentation of your proposed business issue and its associated root causes: • these must be valid, clearly defined, relevant, and specific to the case study • these must be derived from the data collected • these must be backed up using the quantitative analyses applied in subtasks 1.2.1 to 1.2.7 • word count is specified in these tasks. 1.2.8 Add two new objectives to your main objective statement (refer subtask 1.1.5) due to the new objectives emerged during your analysis: • include a ‘New Objectives’ section in your report • write an objective per actual root cause • meet the same performance criteria as specified in subtask 1.1.3. 1.2.9 Prepare and include a risk management plan in your report to determine acceptable courses of action: • prepare the risk management plan in a matrix format and ensure its readability • for each underlying issue, identify a minimum of three risks that need to be critically addressed • for each risk, identify the likelihood, impact and risk level using a cardinal scale (numerical scales) • for each risk, develop an appropriate strategy to address the issue • each strategy must be relevant to the issue and documented in your matrix in approximately 20 words • include a legend for the likelihood, impact and risk level cardinal scales 1.2.10 Summarise your findings and provide recommendations: • include a ‘Conclusion and Recommendations’ section in your report • content must include:  all underlying issues including the associated root causes  these causes are backed up through highlighting the key notes from your analyses  for each issue, recommend a S.M.A.R.T solution  these solutions must be relevant and specific to the issue related  include the key actor(s) involved in each proposed solution describing their role in it • word count for this section is approximately 300 words.   Task 2 Consult with Stakeholders Instructions You have now conducted a time series and cross-sectional analysis of the Coffee House business. Following from Task 1, in this task you will plan and deliver an interactive face-to-face consultation with a number of stakeholders on your draft Business Report prior taking a final decision to your business problem as identified. These stakeholders of Coffee House are to seek input and then finalise your draft Business Report. The stakeholders will be employees of Australis. The three stakeholders will role play the CEO, National Sales Manager (Australia) and a delegate from the Board who has an extensive background in business statistics. These stakeholders will be well versed in the case study so that they can interact with you throughout the consultation. Note your assessor will not take part in this role play but will be observing your presentation using the observation check sheet tabled in this document. You will then finalise your draft Business Report based on the input you will have collected from the audience. General Presentation Requirements: You must make this presentation professional, delivering the materials with confidence and being knowledgeable and flexible in responding to queries and feedback. You must familiarise yourself with the checklist items outlined in the Presentation Checklist as your performance will be assessed based on these criteria. Refer to the ‘Presentation Check Sheet’ section in this document to see the criteria stipulated. Your presentation must cover your entire report as drafted in Sub Task 1.2. It is anticipated that the complete presentation will take approx. 30 minutes, including Question/Answers. During your presentation, you will be given feedback by the audience, this will give you an opportunity to agree on a suitable market research project. Remember! Your Trainer/Assessor is your best source of help. If you have any special needs, make sure you check with your Trainer/Assessor in advance in order to make the necessary arrangements. To achieve this, you will need to undertake the sub tasks that follow. Sub Task 2.1 Prepare PowerPoint slides Performance requirements: to achieve a satisfactory response for this sub task, before the presentation: 2.1.1 Prepare PowerPoint slides for each of the following sections: • Introduction which includes a discussion on the background to the business issue (one slide) • Body Part 1:  Time series analysis (refer to Task 1.2.1 – minimum two slides including chart)  Initial root cause to the problem (Task 1.2.2 – minimum two slides per cause including charts)  Patterns in customer satisfaction (Task 1.2.3 – one slide for each pattern including charts) • Body Part 2:  Further analysis based on the information collected from the Area Manager (Task 1.2.5 – minimum two slides including chart)  Sensitivity analysis (Task 1.2.6 – one slide summarising the model)  Risk Management Plan (Task 1.2.9 – one slide summarising the matrix) • Conclusion and Recommendations (Task 1.2.10 – minimum two slides) • these slides will have a professional appearance where content is outlined in brief bullet points.   Sub Task 2.2 Seek input from the audience on the draft Business Report Performance requirements: to achieve a satisfactory response for this sub task, during the presentation: 2.2.1 Present all the sections to the three stakeholders as outlined in Task 2.1.1. 2.2.2 Do not read from the slides and explain in your own words 2.2.3 Interpret the charts providing adequate level of depth 2.2.4 Your presentation must elicit responses from the stakeholders: • to ensure you gain responses from your stakeholders you will need to ask a minimum of three relevant questions • these questions must be open-ended questions to maximise quality and amount of feedback • these questions must be to gain agreement with the stakeholders on proposed decisions and action plan 2.2.5 You will note this feedback and mutually agreed action plan. 2.2.6 This action plan must suggest solutions that are specific and consistent with the defined business objectives. 2.2.7 You must enforce the organisation’s ethical values throughout the decision making process ensuring professionalism at all times. 2.2.8 For additional performance criteria please refer to the Presentation Check Sheet document included in this document. Sub Task 2.3 Review feedback and finalise the Business Report Performance requirements: to achieve a satisfactory response for this sub task, after the presentation: 2.3.1 Review your notes from the presentation and amend the business report: • amend the ‘Conclusion and Recommendations’ section incorporating the stakeholders’ input with the action plan • amend all other sections which you collected feedback from the stakeholders • word count is not critical as it is dependent on the feedback given • this amendment must not exceed the deadline set by your Area Manager. 2.3.2 Email the amended report to the Area Manager and seek approval: • this email will include a brief highlight of what has been amended • this email will request approval to finalise the documentation. 2.3.3 Ensure response is received from the Area Manager: • if approved:  save the report in your computer to be disseminated in Task 3. • if adjustment is required:  review feedback an adjust where necessary  adjustment must align to the feedback given  word count is not critical as it is dependent on feedback given  save the report in your computer to be disseminated in Task 3.   Presentation Check Sheet Assessor Use Only Assessors please tick if the evidence supplied is enough to demonstrate satisfactory performance. Also, write comments on the quality of this evidence. Performance Criteria: S NYS Comments 1. Content • introduction had a: o warm welcome o stated objectives o explained format of presentation o included background information for the project • Body part 1 - performance of the organisation, included: o time series analysis o initial root cause to the business problem o patterns in customer satisfaction o each included charts and sufficient number of slides to convey adequate level of information • Body part 2 - market opportunities included: o further analysis based on the information collected from the Area Manager which identified additional relationships o sensitivity analysis o risk management matrix o each analysis included charts and sufficient number of slides to convey adequate level of information • Conclusion had: o a summary of ideas generated o personal recommendations o the next step in the project 2. Use of technology • Were the slides: o of a professional format o clear (readability) o used professionally 3. Appropriate Communication Skills • maintained eye contact, appropriate facial expressions, posture and gestures • supported the verbal message with appropriate vocal pitch, tone and pace • stayed focused on subject throughout the presentation • matched their language and style to suit the subject, the formality of the situation, and adapted to the cultural requirements of the stakeholders • used techniques to engage the audience 4. Delivery • presented opinions, ideas and organisational requirements clearly and creatively using language and presentation techniques appropriate to audience and environment • elicited views and opinions of others by listening and questioning • encouraged stakeholders to raise their queries and responded adequately • established and used appropriate conventions and protocols when communicating with stakeholders • enforced organisational values and standards against unethical decisions • facilitated audience understanding: o audible o used formal language and tone o good pronunciation for clarity o pace of dialogue o summarised key concepts succinctly o these summaries were at strategic points in the presentation • dressed appropriately and looked professional • appeared confident • was the pacing of material appropriate for audience and outcomes • delivered presentation within appropriate time limits The candidate’s overall performance is  Satisfactory  Not-Yet-Satisfactory Assessor Initials: Date: