Terms and Conditions Submission of Assessments (student information) • Save a copy of your completed assessment task prior to submitting, as original documentation must be maintained by SBTA for compliance purposes. • Submit your assessment task within the timeframe specified. • If it appears that you are unable to submit your assessment within the time frame provided, you should contact your assessor explain the reasons for the delay. How to present your assessment - Presentation of any written assessment is important. Remember, you are trying to convince your assessor of your competency. You must demonstrate that your ability to conduct research and provide detailed answers to each task. Your assessment should: • be word processed • specify each assessment task heading and number • list clear references (if external information sources are used) • Have your full legal name and the unit code and unit name typed on each and every page of the assessment. • If you are re-submitting your assessment task, then please type “Version 2” in the footer of your assessment task. • have a signed “Assessment Cover Sheet” attached to your assessment task before submission • be stapled– not in a plastic sleeve or presentation folder Written work - Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit/s of competency. When undertaking any written assessment tasks, please ensure that you address of the following criteria: • focus on the set tasks • address each question including any sub-points • demonstrate that you have researched the topic thoroughly • cover the topic in a logical, structured manner • be well presented with correct grammar, punctuation and referencing (if appropriate) Plagiarism - Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a student’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a student can be accused of plagiarism: • Presenting any work by another individual as one's own unintentionally • Handing in assessments markedly similar to or copied from another student. • Presenting the work of another individual or group as their own work. • Handing up assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the Internet. If it is identified that you have plagiarised within your assessment task, then we will organise a meeting to discuss this with you. Copyright - You must be careful when copying the work of others. The owner of the material may take legal action against you if the owner's copyright has been infringed. You are allowed to do a certain amount of copying for research or study purposes. Generally, 10% or one chapter of a book is acceptable, where the participant is studying with, or employed by, an educational institution. Evidence Required - Student must provide evidence of the ability to: • provide professional and personalised customer service experiences on multiple occasions to meet the expectations of a variety of customers • communicate with a diverse range of customers including those with special needs to provide a total quality service experience • resolve difficult service situations and customer complaints within designated times • demonstrate knowledge of professional service standards expected of service industry personnel • Complete service within commercial time constraints and designated response times so that all customers are served effectively. Competency Outcomes • Each activity in this assessment tasks will be marked as either Satisfactory or Not Satisfactory. If your work is marked as No Satisfactory you will be provided with feedback from your assessor and then given time to complete the task. Your assessor will provide you with a timeline in which you will be required to submit your task. (Timeline will be determined by the assessor but should be more than one week) • When you have completed all tasks in this document then you will be given an overall competency outcome, which will be either Competent or Not Yet Competent. If your work is marked as Not Yet Competent you will be asked to resubmit the assessment as indicated by your assessor. You will not be able to gain competency if each of your tasks are not fully completed. Student Feedback – Assessor will provide comments for each task in this assessment tool. You must answer all points and any incorrect answers or points must be re-submitted to gain satisfactory outcome for each task. Assessment Appeals Process - SBTA has a process for students to appeal an assessment decision if they are not satisfied with the outcome. Your assessor will explain this process during the initial briefing of the assessment process. Assessment Activity Matrix - The students who complete all activities to demonstrate their ability to Table/s below demonstrates mapping of assessment activities which are relevant to the elements and criteria of the unit. Element Criteria Assessment tasks / activities relevant to unit and criteria. Develop operational plan 1.1/1.2/1.3/1.4/1.5/1.6 Assessment task 1 & 2 Plan and manage resource acquisition 2.1/2.1 Assessment tasks 1 & 3 Monitor and review operational performance 3.1/3.2/3.3/3.4/3.5/3.6 Assessment tasks 1 & 4 Required skills & knowledge Tasks 1, 2, 3 4 & 3rd party Employability Skills Tasks 1, 2, 3 4 & 3rd party Skills and Knowledge Required skills • literacy skills to access and use workplace information and to write a succinct and practical plan • technology skills to use software to produce and monitor the plan against performance indicators • planning and organisational skills • coaching skills to work with people with poor performance • numeracy skills to allocate and manage financial resources. Required knowledge • models and methods for operational plans • budgeting processes • alternative approaches to improving resource usage and eliminating resource inefficiencies and waste. Critical aspects of evidence Evidence of the following is essential: • development of an operational plan with details of how it will be implemented and monitored • knowledge of models and methods for operational plans. The following employability skills have been implemented in the training and will enable the candidate/s to successfully complete the study in this unit of competency. EMPLOYABILITY SKILLS: The participants will be required to: Communication - interpret the needs of the client/s - utilise a range of communication skills such as: listening, questioning, reading, interpreting and writing documents and reports - use verbal and body language communication sensitive to the needs of others - and be able to use communication to coach / train / teach and assess Teamwork - work with colleagues to compare, review, evaluate team environment - manage work relationships and seek feedback Problem solving - use time management skills in designing team plans and making appointments with management and team members - generate a range of options to meet team needs Initiative and enterprise - interpret the work environment and select different approaches to organisation assessment policies and procedures - monitor and improve work practices Planning and organising - research, read, analyse and interpret workplace specifications - plan, prioritise and organise workflow - interpreting organisation requirement - organise human, physical and material resources required Self management - work within policy and organisational frameworks and manage work / relationships - adhere to ethical and legal responsibilities as per organisational requirements - be a role model for inclusiveness and demonstrate professionalism Learning - undertake self evaluation and reflect on self development and practices and seek feedback - research information and access policies and frameworks to maintain currency of knowledge and skills of the work environment Technology - use technology to enhance outcomes of searches of information - use information management systems to record assessments - use computer and other business technology to organise and plan team work - use a range of software including presentation packages to assist with planning ASSESSMENT TASK 2 Develop an operational plan Instructions In this activity you are required to develop an operational plan for your business unit. A template is attached as Appendix 2 as a guide. If you are not in a workplace, please consult your trainer who will assist you with a simulated business or refer these task to workplace you are familiar with. You need to ensure your operational plan has been researched and you have consulted appropriate personnel. Read the instructions carefully and complete the following activities. 1. Research and analyse what resources are required for your business unit or small business in consultation with relevant stakeholders and develop an operational plan. You need to ensure that your operational plan includes all of the following: a) Business goals: explain your organisation’s business goals b) Clear objectives – an understanding of what will be achieved through the implementation of the operational plan. c) Strategy – clear vision of the overall strategy for achieving the objective. d) Key actions – understanding of key tasks to be implemented including: • Deliverables • Person responsible • Timeline • Budget e) Key Performance Indicators – demonstrated use of SMARTT KPIs f) Contingency plans – demonstrating understanding of risks g) Resource requirements – detail resources required and specify how you consulted workplace specialists and conducted appropriate research to acquire this information. 2. Discuss the operational plan with your management and get either your manager or supervisor to approve and sign off on the operational plan. If you are not in a workplace, your assessor will sign off your operational plan. 3. Explain and list the names and positions of all key stakeholders you consulted during the development of your operational plan and explain briefly the nature and method of consultation. ASSESSMENT TASK 3 Plan and manage resource acquisition In this activity you are required to develop a human resource strategy for additional resources you may require in order for you to meet one of the objectives of your operational plan. 1. Document what additional human resources are required e.g. full time or part-time staff required, permanent or casual, number of hours, required start date, skills required to perform the tasks, training you are able to provide, qualifications required, pay levels. 2. Review and analyse your organisation’s recruitment and selection policy and document key topics in the policy or attach these policies as examples. 3. Develop a recruitment strategy which adheres to your organisations recruitment policy and procedure. You should have a documented strategy for each of the following: • Sourcing candidates • Assessing candidates • Inducting and training candidates 4. Identify and list 5 to 8 physical resources within your organisation and complete the table below. In your table you need to make recommendations for changing acquisition methods where you identify a change could be beneficial to your organisation, discuss your recommendations with key stakeholders and document their comments and reaction in the table below.   Resource requirements Current method of acquisition Recommended method of acquisition Comment as to why no change is recommended or why you recommend a change in the acquisition method Stakeholder comments ASSESSMENT TASK 4 Monitor and review operational performance 1. Refer to the operational plan you developed in task 2 and develop a review strategy for monitoring the performance of the operational plan. Your strategy must include: • What will be reviewed There are two types of main goals in our operational plan. First one is about online sales improvement and second one is about delivery time performance. I will review of those two performances within 4 steps. • When will it be reviewed 1step: I will take this step during on the first 2 months of operational plans periods. Find areas where monitoring is needed and keep monitoring performances during on first 2 months of operational plan period. 2step: 2 step will be taken after the 1 step which is 2 months period. This step period will take one month so, third month is the time period of this step. 3step: Fourth and fifth months will time period of 3 step. After the establishment, I will start to compare. 4step: Last step will apply in last month of operational plan which is 6th month. • How it will be reviewed 1 step. Establish areas where monitoring is needed Concentrate on what is important to my operational plan’s online sales success, deliver on time, improve quality, increase sales, reduce costs and increase customer service. 2 step. Establish specific measures to monitor Measure what supports my organisations vision and mission. In first performance, I will measure increase percentage of sales products and profits, in second performance I will measure of delivery time performance with quality of customer care. 3 step. Compare what is happening with what should be happening. One I know what I will measure, monitoring becomes a simple matter of comparing what is happening with what should be happening in the future. 4 step. Take action as necessary When I find that actual performances are not meeting the desired performances, implement my contingency plans as discussed with other parties or carry out a gap analysis to determine the best course of action. 2. Identify all key stakeholders you would consult with to assist you to monitor and review the operational plan. You need to identify: • Who you will consult with Stakeholders are generally divided into two groups; internal and external stakeholders. Internal stake holders will become comprise employees, head managers and CEO. External stakeholders are those outside the corporation who interact with it in some way. In our company cloths suppliers and customers are also significant external stakeholders. • Why will you consult with them? Stakeholder consultation has to treat the development of constructive, productive relationships over the long term. It results in a relationship of mutual benefit, it enables us to identify trends and emerging challenges which are about improvement of online sales and delivery performance. As a consultation with stakeholder concerns and feedback is a valuable source of information that can be used to improve project design and outcomes, and stakeholder consultation help us a corporation to identify and control external risks. • How will you consult with them? The consultation process will be divided by 4 steps. 1 step. Planning In the “planning” stage, the aims and objectives need to be clarified, along with identification of the usefulness of the process. The valuable of resources to carry out the process will need to be established and a method of consultation designed that is reflective of our operational plans. In consultation with internal and external stakeholders, the method of consultation will need to be identified, balancing the resources available with internal stakeholders who are our comprise employees, head managers and CEO also, we need to concern about the level of feedback which is from External stakeholders who are cloths suppliers and customers. 2 step. Process The “process” stage is the doing stage. This involves carrying out the consultation. Good planning will ensure this stage runs smoothly. Considerations in this stage mainly centre on developing effective relationships with all of stakeholders and facilitating open with accurate recording of the process and the data. 3 step. Presentation The next stage, “presentation” is concerned with the analysis and the reporting of the data. The data will need to be analysed and reporting prepared for the relevant audiences such as our specific stakeholders. The form need to take into account audiences and ensure the highest possibility of actions as a result of the consultation. 4 step. Promise The final stage relates to actions as a result of the consultation, the “promise”. Part of the process of engaging with stakeholders is the investment in a longer-term relationship of mutual benefit and trust. Communications about resultant actions has to be carefully considered to reach stakeholders. 3. Write a report (approximately 1,000 words) explaining how you reviewed the operational performance of your operational plan. In your report you must include all the following points: a) Identify areas of under-performance in your operational plan It would be quite normal, perhaps even expected, that some tasks and activities contained within the operational plan will not be successfully achieved. As I manager of the plan, I need to monitor the progress of the operational plan and where there is evidence that an element of the operational plan is not succeeding. In our operational plan for the first performance, we could not reach 10% improvement of sales rates in online. Couple of brands have not sold over the break-even points. As by a promotion and sales products I measured steady growth of number of customers and profits in online shop. However, we could not reach to our goal target. As our company updated delivery track system, every product has been sending to accurate address however, couple of items could not arrive in 5 days. The company received number of complaints from delivery time performance. b) How did you recommend solutions, In monitoring the implementation of an operational plan, I will continually check whether outcomes are as expected. Operational plans may fall from not enough training and knowledges from new software system and curriculum. The following are actions of how and when I may intervene in situations where planned outcomes are not being achieved. • Coaching and mentoring staffs to improve performance • Providing off-the-job training to staff to improve performance • Re-allocation of duties between staff • Terminating staff and replacing them My operational plan may fail by budgets are not managed appropriate and the money supply runs out. I used almost of budgets to update new software system and advertising. I need to review and monitor internal staffs performances and set up more budget in training. The following are actions how I can handle in financial process. • Reducing the cost of remaining projects until any shortfall is made up • Seeking additional funding to make up the shortfall • Abandoning activities and utilising the funds that become available c) What action did you take to rectify the situation? The best way for managers to handle poor performance issues is to take action to avoid performance problems. • Communicating clear performance goals and expectations to staff members As I a manager of this operational plan, I made more communication between all of staff members. Following actions has been doing in this underperformance situation. Better developed communication makes 1. Identify problem communication areas and fix 2. Provide better quality of training to staff to improve communication 3. Identify additional communication strategies such as any linked social network services between internal staffs 4. Encourage organisational personal to suggest improvements to communication • Providing regular and frequent feedback on performance Feedback is one of the most important strategy to monitor staff members’ performances. I set up the regular scheduled meetings or in unscheduled informal discussions and it is crucial to ensuring that expectations are understood. Those frequent feedback lessens the like hood that the staff member will be surprised if it becomes necessary to take formal steps to resolve our two main poor performances. d) How did you plan and implement systems to ensure that mentoring and coaching were provided to support your team to effectively, economically and safely use resources. Coaching helps an employee get the best performance out of themselves. Mentoring is an incredibly powerful tool for individuals who want to learn and grow within an organisation. I planned couple of organisations to set up coaching and mentoring systems to support my team in an effective manner. 1. Mentoring programs have a long term horizon. I have been using a combination of a sponsor and developmental mentor to support our staffs’ key talent. The majority of participants felt that the mentoring program supported their engagement with the organisation as well as their career development. 2. Coaching programs have a short term horizon. As by not appropriated budget settings in the company operational plan I started to use financial services organisation implemented a senior role model developmental coaching program, supplemented by external coaches. This program resulted in improved employee retention. Coaching and mentoring programs have helped organisations over the years develop and retain talent. These programs scale our staff members across the organisation to positively affect employee career growth, engagement and retention at all levels. e) How did you negotiate recommendations for variations to operational plan and gain approval from key stakeholders. f) How did you ensure that procedures and records associated with documenting performance were managed in accordance with your organisational requirements http://www.leoisaac.com/operations/top214.htm https://hru.gov/documents/MentoringStudio/How%20Coaching%20%20Mentoring%20Can%20Drive%20Success%20in%20Your%20Organization.pdf 4. What financial documentation would you review to monitor the profit and productivity performance of your operational plan? Include in your response an explanation of how this information would assist you to monitor the performance of the operational plan in approximately 200 words. The financial documentation must consist of: • Income statement/Cash Flow • Budget both actual and Forecast. • All forms of Financial Reporting including monthly progress figures.   Appendix 1 Third Party Evidence Report Supervisor/Manager’s name and position Contact Details: Company name: The following tasks were performed to enterprise standards: Check (X) the answer that applies Yes No N/A Is able to apply literacy skills to access and uses workplace information and to write a succinct and practical plan Utilises technology skills to use software to produce and monitor the plan against performance indicators Utilises planning and organisational skills Able to coach people with poor performance Utilises numeracy skills to allocate and manage financial resources Understands different models and methods for operational plans Understands the organizational management policies & practices and able to recruit accordingly. Understands budgeting processes including profit, productivity plans and targets. Knows alternative approaches to improving resource usage and eliminating resource inefficiencies and waste Is able to consult specialist personnel when required Is able to monitor and measure performance and give recommendations where required. Is able to implement contingency plans if required Is able to consult with all stakeholders in terms of operational plan Additional comments about the student’s overall performance in the workplace: Signatures THIRD PARTY I have read the instructions for the third party evidence report requirements and agree to complete this checklist. The information provided is, to the best of my knowledge, an accurate reflection of the student’s ability in this work role. Name and signature / / Date STUDENT I have read this report. Name and signature / / Date ASSESSOR I have confirmed the responses given in this report. Name and signature / / Date Time period of report observations by third party Start Date / / End Date / /   Appendix 2 OPERATIONAL PLAN Organisation name: Fabulous cloths shop Division/department Management & Marketing department Goal No. 1 (List your goal here)------- Strategic Objective: 1. The company needs to improve online sales by 10% within 6months. 2. The company needs to reduce the costs 5% within 6 months. Actions required Resources required Responsibility Timeline KPIs (how will you measure success - demonstrated use of SMARTT KPIs) Promotional activities to create awareness of the cloths shop HR FR-budget Manager External Consultant 01/06 – 01/08 Measure growth in customer members and sales products as a result of the promotion. Advertising strategy HR FR-budget Manager External Advertising Consultant 01/04 – 01/10 Measure growth in brand awareness of the cloths shop resulting from the advertising. Discuss with current suppliers methods to reduce costs FR HR Manager Suppliers 15/04 – 30/04 Quantity of staff achievements cost reduction responsibility. Reduce costs by 5% Create audit to identify cost reduction FR HR Manager All internal staffs 01/04 – 14/04 Achieve a 5% cost reduction over 6 months. Budget: Updated Site with promotion - $15,000 New price training - $1000 Advertising - $4000 Create a customer service handbook - $1500 Consultation process: Consultation should take a place with limited members of internal and external stakeholders. Manager, External advertising consultant, suppliers and directors. Consultation should take the form of meetings. Monitoring process: The review process is immediate and manager take review session with staffs every weeks. Monitoring should be conducted each months addressing all KPI’s including the successful completion of action items. Contingency plans Ensure manager financially has additional budgets allocated for changes in the economy. Maintain ongoing discussion with suppliers to find cost effective material. Maintain ongoing training policies to implement and also maintain a budget. Continue to improve and update the marketing plan. Goal No. 2 - (List your goal here) Strategic Objective: The company need to send the product within 5 days. The company need to send the product to accurate address. Actions required Resources required Responsibility Timeline KPIs (how will you measure success - demonstrated use of SMARTT KPIs) Update delivery track software FR PR-IT resources Manager Delivery staffs Suppliers Measures objective data is needed to provide meaningful performance reporting and gauge the effectiveness of improvement actions Advertising new delivery strategy HR FR- Budget Manger External advertising consultant Measures growth of customer’s satisfaction with survey and review resulting from the advertising. Documentation of problem or concern HR FR Manager All staffs Measures any concerns or problems in delivery performances to provide better customer service. Create a delivery customer service to provide better customer service HR FR Manger Customer service team members Track customers’ delivery on the right performances and accurate addresses. Measures growth of satisfaction of our delivery performances. Budget: Procurement software - $12,000 Software training - $1000 Advertising - $6000 Documentation fee - $500 Create a customer service handbook - $1500 Consultation process: Consultation should take place with all internal and external stakeholders including all staff members, manager, suppliers and directors. Consultation should take the form of meetings. Monitoring process: The review process for delivery performances is immediate. Monitoring should be conducted each month addressing all KPI’s including the successful completion of action items. Monitoring and review staffs’ performances in customer services immediately. Contingency plans Ensure manager financially has additional budgets allocated for changes in the urgent situations. Maintain ongoing discussions with software suppliers to find best way to provide quality of delivery performances. Maintain ongoing training polices to implement if needed, also maintain a budget. Ensure when delivery policy cannot be made, reimburse to customers with vouchers. I have been consulted during the development of the operational plan and support this plan. Signature of manager/supervisor: ………………………………………….. Date: ……………………………… (Note: This template should be used as a guide only. At Diploma level, it is expected that you are able to delete and add additional information as required. You can have more than 2 or 3 goals). l .