ASSESSMENT SUMMARY / COVER SHEET This form is to be completed by the assessor and used a final record of student competency. All student submissions including any associated checklists (outlined below) are to be attached to this cover sheet before placing on the students file. Student results are not to be entered onto the Student Database unless all relevant paperwork is completed and attached to this form. Student Name: Student ID No: Final Completion Date: Unit Code: BSBHRM512 Unit Title: Develop and manage performance-management processes Course Title Diploma Leadership and Management Please attach the following documentation to this form Result Assessment 1 Develop Performance Management Processes (Project, Demonstration) S / NYS Assessment 2 Implement Performance Management Processes (Project, Demonstration) S / NYS Assessment 3 Coordinate Learning and Development (Project, Report, Demonstration) S / NYS Final Assessment Result for this unit C / NYC Student Feedback: _________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ Student Declaration: I declare that this work has been completed by me honestly and with integrity and that I have been assessed in a fair and flexible manner. I understand that the Institute’s Student Assessment, Reassessment and Repeating Units of Competency Guidelines apply to these assessment tasks. Name: ____________________________________________ Signature: _________________________________________ Date: ____/_____/_____ Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Name: _________________________________ Signature: ______________________________ Date: ____/_____/_____ Administrative use only Entered onto Student Management Database ________________ Date Initials  ASSESSMENT 1 Procedure Develop at least three objectives for performance management to support the Australian Hardware organisational strategy. These objectives could address areas of performance management such as KPI setting, ongoing performance monitoring and management and performance appraisals. Record these objectives in the first table in the planning template provided in Appendix 1. Design a process – such as methods, a set of procedures or tools – to assist managers to develop KPIs for the employees reporting to them. Ensure that the performance management process is flexible enough to cover the range of employment situations that exist within the Australian Hardware simulated business. Plan implementation of processes related to the objectives you have developed. You may use the template in Appendix 1 to record your plan. Ensure your implementation plan includes strategies to ensure concerns of stakeholders about KPI setting and performance appraisals are addressed. Ensure you include appropriate timeframes. Your schedule should cover one financial or calendar year.  Appendix 1 – Performance management planning template Performance objectives Performance management objectives Action plan Action Resources Strategy/tactics Timelines  ASSESSMENT 2 PROCEDURE You are the Human Resources General Manager at Australian Hardware. You have recently planned the implementation of integrated performance management processes. You will now need to plan and deliver manager training to assist managers to implement performance management. Your training will need to be consistent with any processes you developed in Assessment Task 1 as well as being consistent with Australian Hardware policies and procedures. For example, if you outlined a process of biannual performance review in Assessment Task 1, your training session should not present information that is contradictory to the biannual review process. Manager training is to be implemented nation-wide. As a first step, you will plan and deliver pilot manager training to the Wollongong managers. The learners include: mangers aged 25–50 years managers who like to observe others before doing managers who have requested lots of activities. You will then need to support managers to performance manage employees in accordance with organisational policies and procedures. WHS, customer service , sales and anti discrimination, bullying & harassment Finally, you will need to continually evaluate the effectiveness of processes against objectives for performance management. PART A Use the template provided in Appendix 2 below to plan training for Wollongong managers. Remember to plan objectives for the training and to monitor success against objectives (plan to conduct some form of test or evaluation of the training). Remember to plan strategies for winning the support of managers for implementing processes. You will plan a 20–30 minute session that: Deliver training, making sure to: outline the main features of the performance management process (as listed in the previous step) meet the needs of your learners present information that is consistent with processes you outlined in Assessment Task 1 and consistent with Australian Hardware policies and procedures use a range of facilitation methods to cater for differences in learning style follow the timeframe you outlined in the session plan. PART B A manager contacts HR with the following enquiry: Hi One of my sales staff is consistently late, displays poor attitude and has performed below agreed level on his last two performance appraisals. The employee does not agree with the rating I have given him, however. I have tried clarifying targets and coaching. Nothing seems to work. Maybe I’m just not delivering feedback in the right way. It’s hard not to be frustrated and I do get angry sometimes. Actually, I feel let down and hurt because I have tried to develop the potential I once saw in this employee. This terrible situation is now affecting team morale. What should I do next? I think I might need to let the employee go. Audrey Wu Housewares Manager, Wollongong Write an email to Audrey Wu, Wollongong’s Housewares Manager to: outline positive approaches to giving feedback and coaching outline appropriate intervention options FW PDF outline a process for dispute resolution outline the process for terminating the employee in case intervention is unsuccessful outline the process for recordkeeping to ensure adherence to policies and legislative requirements. Ensure you refer to any relevant policies and legislation, including specific reference to anti-discrimination, privacy and industrial relations legislation.  APPENDIX 2 – Learning and development session plan Session objectives Timeframe Activity Teaching or assessment strategy or approach to achieve session objectives Tools/resources  ASSESSMENT 3 PROCEDURE You are the Human Resources General Manager at Australian Hardware. Three months of pilot training has been delivered by an external training provider to sales staff, and you are reviewing the effectiveness of the training that has been provided so far. Data gathered so far indicates the training is failing to meet targets. You will need to develop strategies and a training schedule to ensure that the provider, Train Your Way Up, delivers effective training. You will also need to renegotiate the implementation of training with Train Your Way Up. Consider the following training requirements agreed to by senior management team and HR at Australian Hardware. 4,000 sales staff to be trained, including the following characteristics: an average of seven sales people per product team four product teams per store 138 stores 30 trainers required only one person from each team may be trained at any one time sessions require one day face-to-face training Staff need to be completely up-skilled and performing to targets within six months. First, however, you will need to prepare a report for the senior management team to explain the results and your planned actions, one of which is to ensure line managers participate in regular monitoring and support of employees to apply sales training on the job. Prepare a 1–2 page report for the senior management team detailing: training outcomes your interpretation of the performance data interventions you will undertake to rectify issues Support your planned interventions with reference to Australian Hardware as a learning organisation and addressing performance gaps to achieve specific organisational objectives and broader long-term goals. Using the template in Appendix 2, develop a training strategy and schedule to be used by Train Your Way Up to deliver future training. Take particular care to include activity/ies to ensure that line managers monitor the employee’s application of sales training. Prepare to discuss strategies in negotiations with training supplier in order to incorporate these into a revised agreement. Consider the following negotiation information: As an opening position, you would like Train Your Way Up (TYWU) to take complete responsibility for the effectiveness of the training. You would like TYWU to incorporate your strategies, revised training schedule and monitoring schedule into the new agreement. You would like TYWU to pay a penalty of $100,000 (5% of the total $2 million fee) to offset costs that will be incurred by Australian Hardware as a result of the underperformance of the training program to-date. You are willing, however, to offer an additional bonus payment of $200,000 upon successful implementation of your significant improvements to the program. Your bottom line is that this extra money (and an additional $300,000) is considered at risk if TYWU fails to meet mutually agreed targets. Such targets must include: completion of training of 4,000 employees simulated AND actual on-the-job demonstration of relevant skills as part of training assessment for all employees (an audit of training and assessment records will provide adequate proof, and line manager third-party reports will provide adequate proof). You would like to ensure more regular reporting of progress and involvement of line managers in monitoring and support. Appendix 3 – Performance data Summary of initial training outcomes Description Outcome Target Number of employees trained in new sales model 367 4,000 Number of employees trained in sustainability practices 270 4,000 Average assessment score of trainees completing the training 90% 80% Manager observation of trainees’ skills on-the-job (use of the new sales model; knowledge of sustainability practices) Randomised observations show that 45% of trainees apply some features of the sales model they were trained in and there is some use or mention of sustainability practices 80% Revenue per trained salesperson/month $20,000 $35,000 Customer awareness of sustainability practices 68% of customers are aware of sustainability practices 95% aware Customer experience satisfaction ratings 67% of customers report being satisfied with their Australian Hardware shopping experience 95% satisfied Interviews with employees and level 1 feedback Interviews with sales employees immediately after training found that sales employees: reported that they enjoyed training very much had thought the training and assessment would be much more difficult than it turned out to be found the ten question multiple choice assessment easy and convenient are not sure if they would be able to apply knowledge in face-to-face dealings with customer. Interviews with managers Interviews with line managers yielded the following general observations: Employees displayed initial enthusiasm after the training Employees are generally unable to transfer learning to actual interaction with customers, for example: sales staff do not mention sustainability as important differentiator for Australian Hardware sales staff do not follow sales model and forget to ask customers about their specific needs and possible future needs.  Appendix 4 – Training strategy and schedule Training objectives Actions Timeframe Activity: (training/assessment, coaching or other support, monitoring) Teaching or assessment strategy or approach to achieve training objectives Resources: Trainer (number 1–30) Managers Appendix 5 – Service agreement 1. Service Agreement Service Agreement dated: 3 January 2014 Between Train Your Way Up Service Agreement Sponsor – Director of studies for Train Your Way Up, Jan Powers And Australian Hardware Human Resources Service Agreement Sponsor – Susan Black, Human Resources General Manager 2. Scope of services Sales training to upskill sales staff in the new sales model: Greet the customer. Proactively ask questions to identify the customer’s needs. Present possible solutions and discuss sustainable or environmentally friendly options where relevant. Close sale and facilitate transaction. Follow up to maintain customer relationship, gather feedback and lay foundation for repeat business. Service specifications The table below describes the services to be provided under this Services Agreement. Service Scope Sales model training 4,000 employees Training on sustainability policy and relevant products 4,000 employees 3. Fees and payment terms The schedule below details the fees and payment terms for the services provided under this agreement. Service Fee Payment term Total costs of training delivery $2,000,000 Paid on completion of training by the fourth quarter of FY 2014–15 4. Service level targets Services provided under this agreement will be measured against the following performance standards and timeframes. Service Performance standard and timeframe Sales model training 4,000 employees by the end of the fourth quarter of FY 2014–15 Training on sustainability policy and relevant products 4,000 employees by the end of the fourth quarter of FY 2014–15 Average assessment score 80% 5. Monitoring and reporting Services will monitored according to the following reporting schedule. Service Report Timing Sales model training Summary of training completion Completed by the end of the fourth quarter of FY 2014–15 Training on sustainability policy and relevant products Summary of training completion Completed by the end of the fourth quarter of FY 2014–15 Average assessment score Assessment records Completed by the end of the fourth quarter of FY 2014–15 6. Dispute resolution In the event that either party needs to raise a dispute the following process must be followed: 7. Signatures I agree to the terms and conditions of this agreement. Signed for and on behalf of Australian hardware HR Australian Hardware, HR general manager S Black In the presence of witness David Ouspensky Signed for and on behalf of Train Your Way Up Train Your Way Up, Director of Training Jan Powers In the presence of witness David Ouspensky Candidate: I declare that this work has been completed by me honestly and with integrity and that I have been assessed in a fair and flexible manner. I understand that the Institute’s Student Assessment, Reassessment and Repeating Units of Competency Guidelines apply to these assessment tasks. Signature: ___________________ Date: ____/_____/_____