This DB has four parts (Discussion Question) 300 plus words – Bus

This DB has four parts: (Discussion Question) 300 plus words –
Business Research for Decision Making (Due 1-29-21)
1. Review the Terminal Course Objectives, accessed by clicking
on the "Course Information" tab at the top of your screen,
scrolling down to the "Course Objectives" and then selecting
View class objectives. How will accomplishing these objectives
support your success in management? What risks or challenges
might a manager encounter if they have not mastered these
objectives? Explain.
2. Strategy is used by leaders to establish the direction an
organization will take to achieve or maintain competitive
advantage. How is strategy different from an organization’s
vision and mission?
3. The strategic planning model has four steps: assessments;
strategy formulation; implementation of the plan; and
evaluation of the results. Explain how this model along with
strategic analysis is used to identify and assess an
organization’s micro and macro environment.
4. How are strategic planning and the analysis process used to
facilitate an organization’s ability to initiate, formulate and
implement strategies?
Apply the standard of APA style to all research and writing
tasks.
Appraise the roles of emotion and fairness in decision making.
Assess common biases in decision making.
Assess situations that present potential legal and ethical issues
and develop solutions for those issues
Construct quantitative and qualitative research to analyze
business cases
Evaluate business situations using critical thinking skill s
Examine the opportunities provided by technology for
businesses.
Interpret reflective and expedient decision making.
Justify the role of decision making in business

Propose effective communication techniques.
Examination of Course Objectives (Global Financial
Management) Discussion Question – 300 plus words – Due 1-
29-21
This assignment has 3 parts:
1. Review the Terminal Course Objectives, accessed by clicking
on the “Course Information” tab at the top of your screen,
scrolling down to the “Course Objectives” and then selecting
View class objectives. How will accomplishing these objectives
support your success in management? What risks or challenges
might a manager encounter if they have not mastered these
objectives? Explain.
2. What is the purpose of the WTO and G8? Do you believe
they are beneficial to Multi-National Companies (MNCs)?
3. Why do you believe it is important to understand the
international monetary system?
Course Objectives:
· Assess different types of foreign exchange exposure faced by
the MNC. Identification and measurement of these risks
· Evaluate the forces of globalization and its implications for
the multinational firm.
· Evaluate the structure of international financial markets and
institutions and the range of instruments traded therein.
· Interpret the operation of the international financial system,
its current state, and challenges for the future
Assessment Tasks for
BSBHRM513 Manage workforce planning
Assessment Tasks for BSBHRM513 Manage workforce

planning Jasmine Education Group Version 2.0
Last Updated: 02 Sep 2019 Next Review Date: 02 Sep 2020
Approved by Academic Manager Page 1 of 10
Assessment Tasks
Student name:
_____________________________________________________
___
Date submitted: ________________________

Assessment plan
The following outlines the requirements of your final
assessment for BSBHRM513 Manage workforce planning. You
are required to complete all tasks to demonstrate competency in
this unit.
This unit is assessed through the following:
Assessment Requirements Method of Assessment Due date
1. Short answer questions Written activities/demonstration
TBA
2. Develop a workforce plan Project TBA
3. Implement a workforce plan (Part A and B)

Project/presentation TBA
4. Monitor and review the workforce plan Report TBA
All assessments will ensure that the principles of assessment
and rules of evidence are adhered to. The principles
of assessment are that assessment must be valid, fair, reliable
and consistent. The rules of evidence state that
evidence must be sufficient, valid, current and authentic.
If reassessment is required, you will be given the chance to
resubmit the assessment task. You will have up to
three opportunities to resubmit each assessment task. If, after
the third attempt, the assessment is still not
satisfactory your trainer/assessor will make alternative
arrangements for assessment.
Agreement by the student
Have you read and understood what is required of you in terms
of assessment?
Do you understand the requirements of this assessment?
Do you agree to the way in which you are being assessed?
Do you have any special needs or considerations to be made for
this assessment? If

yes, what are they?
_____________________________________________________
__________________
Do you understand your rights to appeal the decisions made in
an assessment?
Student name:
_____________________________________________________
__________________________
Student signature:

__________________________________________________
Date: ____________________
Assessor name:
_____________________________________________________
_________________________
Assessor signature:
_________________________________________________
Date: ____________________

Assessment Task 1 – Written Questions
Resources required
▪ Paper and pens
Context and conditions of assessment
• The written questions will be completed in the classroom on
the date specified by the assessor.
Instructions to student
• Complete the questions below. You are required to answer all
questions correctly. If incorrect answers
are provided, your assessor will identify if there are gaps in
your knowledge and understanding and will
work with you to make arrangements for reassessment. Your
assessor will advise you when and where
the written activities are to be completed and the time you will
have to answer all of the questions.
• You should complete your answers on a separate piece of
paper with the questions numbers clearly

shown.
1. Briefly discuss two benefits of workforce planning.
2. Identify five reasons for high staff turnover
3. Discuss in around a paragraph why high staff turnover is not
good for businesses?
4. Briefly discuss the benefits of workplace diversity
5. Briefly describe succession planning.
6. Briefly describe three ways that can be used to retain

employees.
7. Briefly discuss five characteristics of an employer of choice.
8. What is the National Skill Needs List?
9. What are the 10 minimum entitlements of the National
Employment Standards?

10. Discuss the ABS Labour Force Survey and its purpose.
Assessment Task 2: Develop a workforce plan
Resources required
▪ Computer and Microsoft Office
▪ Access to King Edward VII College Strategic & Operational
Plan, workforce information and workforce action
plan template
▪ Access to the internet for research
This assessment should be completed in the classroom as part of
the simulated work environment. The
assessor will advise dates for submission.
All assessment activities relate to a fictional organisation, King
Edward VII College. As indicated in

the scenario, the College is currently reviewing its workforce
planning.
Before you commence this assessment, make sure that you read
all of the assessment tasks
thoroughly, including the scenario for the assessment.
All of the assessment activities will be completed in class and
under conditions that simulate the workplace.
You will need to meet timelines specified by your assessor, as
well as work with others as part of a team.
Assessment Scenario
King Edward VII College has been operating for 5 years. The
College is based in Melbourne CBD and offers
a range of courses in management, marketing, human resources
and international business and currently has
around has around 500 students enrolled across all of its
courses. The College is very popular due to its
competitive pricing structure, innovative teaching methods and
state of the art facilities.
Due to the success of the College, the College plans to establish
two additional campuses, one in Brisbane and
one in Sydney. The Brisbane campus will commenc e in October

2015 and Sydney in early 2016. Campus locations
are already in place with the process being overseen mainly by
the CEO and Finance Manager. No staff have been
employed as yet but it is anticipated that each campus will
require a receptionist, student services officer and 4
trainers. All other staff functions will be completed by existing
staff at the Sydney
campus until such time as student numbers increase
substantially. It is anticipated that maximum student
numbers at the new campuses will be up to 50 students per
campus.

The College currently employs 24 staff members that includes
the CEO, a Marketing Manager and
Marketing Assistant, Human Resources Manager, Finance
Manager, Administration Manager, Office
Assistant, Receptionist, Academic Manager, Student Services
Officer and approximately 14 trainers.
Further details regarding the above staff will be provided to you
by your assessor in a workforce
information table and that also shows staff turnover stati stics.
As the Human Resources Manager you have been asked by the
CEO to develop a workforce plan for King
Edward VII College for the next two years (Jan 2015 to
December 2016). The CEO considers that this is
particularly important given the company’s expansion plans and
because of the importance of workforce planning
in general. He is also concerned about the staff turnover rate for
trainers (see workforce information table
provided to you) and has asked you to look at this more closely
and develop strategies to address this.
You will also be provided with King Edward VII College
Strategic Plan that sets out its strategic objectives, as
well as operational priorities. Ensure you review the Plan in

detail so you understand the organisation’s
objectives and goals and use that in your development of the
workforce plan.
The workforce plan should address workforce needs for the
current Melbourne campus, as well as in
relation to the two new campuses.
In developing the plan, you will need to consider the following:
• How diverse is the current workforce of King Edward VII
College with regards to age, gender, culture?
• What are the organisation’s requirements for a diverse
workforce as reflected in its
strategic objectives?
• What factors affect current workforce supply – specifically for
the education sector for King Edward VII
College? You should research and identify factors that apply
including current economic conditions,
education industry trends, skills and labour shortages, as well as
overall unemployment rates.
• What is the current staff turnover rate? What issues present
with the turnover rate?

You will need to submit your workforce plan to the CEO (this
will be your assessor). You should also develop
a short briefing paper to accompany your workforce plan and
that briefly outlines your analysis and research
(as per the above dot points) and how you have used this to
inform the workforce plan.
Note that in the workforce plan there is a section to document
key issues (both current and future) and
you should use this to document key issues arising from your
research and analysis above.
In your workforce plan you should document objectives based
on the company’s overall strategic
objectives and operational priorities as documented in the
Strategic and Operational Plan. The objectives
should be SMART objectives supported by key performance
indicators.
Your workforce plan should list each of objectives, as well as
overall strategies and specific actions to
achieve objectives. The template provided by your assessor will
ensure that you set out the workforce plan as
required.

In your plan you will need to address as a minimum:
• Strategies that can be used to address the high staff turnover
in relation to trainers
• Strategies for retaining skilled labour
• Strategies to build workforce diversity and cross-cultural
management
• Strategies for sourcing skilled labour both in relation to the
new and existing campuses.
• Strategies to address contingencies. The strategies you
develop should also factor in the
scenario where skilled labour is difficult to find for the new
campuses.

Your assessor will provide you with the date for the submission
of your plan and covering report. All of
your work should be in clear and concise English.
You should email your plan and covering report to your assessor
in the role of the CEO. Your email
should seek agreement and support for the objectives and
proposed performance indicators.
Your assessor will email you back in the role of the CEO
expressing support or otherwise for your plan.
Your assessor may provide you with comments to update your
plan which you should incorporate into your
plan and send to your assessor as required.

Assessment Task 3 Part A: Implement the workforce plan
Resources required
Imagine that the Workforce Plan has been approved and
includes a number of strategies that you need to
action.
As the workforce plan includes the objective to increase
workforce diversity, you have been asked to
develop a standard statement that can be included on all job
advertisements in order to promote equal
opportunity in employment and to encourage diverse groups to

apply.
Develop the statement and email it to all managers (your
assessor) explaining that the statement must now be
included in all job advertisements and explaining why. Your
assessor will specify the date by which this tasks
must be completed.
You will be assessed on the following:
• An appropriate statement developed to include in all job
advertisements.
• Email to managers written in clear and concise English and
clearly explains the rationale for inclusion
of the statement in job advertisements.

Assessment Task 3 Part B: Implement the workforce plan
Resources required

▪ Power point projector
▪ Space for presentation
The approved workforce plan includes the objective to increase
diversity, implement succession
planning arrangements and to be an employer of choice.
Strategies included to achieve this are flexible
working arrangements and a new professional development
program.
Your task is to prepare for, and provide a presentation to staff
about a new flexible working arrangements
program and a new professional development program to assist
in developing existing staff as part of
succession planning.

Assume that there are currently no flexible working
arrangements in place and that the professional
development arrangements are adhoc, relying on individual staff
members to undertake their own professional
development.
Research the latest flexible working arrangements and
professional development programs used by
companies and based on your research, develop and make notes
on suitable flexible working arrangements
and a professional development program for King Edward VII
College staff.
You should ensure that the arrangements you suggest are
arrangements that are applicable to a real life
working environment, as well as specifically relevant to the
operations of King Edward VII College. For
example, flexible working arrangements may vary depending on
the staff member. For example, trainers may
not be able to utilise flexible working arrangements at all times
when classes are scheduled. You should
consider if and how you will be able to offer such arrangements
in this case.

You may find the following web sites useful:
http://www.fairwork.gov.au/employee-entitlements/flexibility-
in-the-workplace/flexible-working-
arrangements
http://workplaceflexibility.bc.edu/types/types_arrangement_sch
edules
http://hrcouncil.ca/hr-toolkit/planning-succession.cfm
in-the-workplace/flexible-working-arrangements
http://workplaceflexibility.bc.edu/types/types_arrangement_sch
edules
http://hrcouncil.ca/hr-toolkit/planning-succession.cfm

Once you have completed your research, you will need to
develop a presentation to provide to staff
outlining the new flexible working arrangements and
professional development program. Your presentation
should be accompanied by power points and include images
such as graphics or charts to illustrate points.
Your assessor will advise you of the date for your presentation.
Your presentation will need to
last approximately 30 minutes and address the following
content:
• Details of the new proposed flexible working arrangements,
including who it applies to, how the
scheme will operate in practice and any differences in the
proposed flexible working arrangements
depending on the staff member job role

• Details of the new professional development program,
including who it applies to, what professional
development opportunities there will be, employee budget for
professional development and how to
plan and apply for professional development opportunities.
You should also indicate when both of the above arrangements
will commence.
You should provide a suitable introduction to your presentation.
Your assessor and fellow students will attend
the presentation in the role of King Edward VII College staff.
You can invite questions during or at the end of the
presentations and you should ensure you answer
all questions clearly and concisely.
You will be assessed on your use of effective communication
skills, including speaking clearly and
concisely, responding to questions and active listening.

Assessment Task 4: Monitor and review the workforce plan
Resources required
▪ Workforce plan
▪ Workforce plan data
Your assessor will supply you with relevant data in relation to

the workforce plan you have developed.
You will be required to submit a monitoring and review report
to the CEO based on the data supplied to
you by your assessor and that addresses the following:
• A review of your workforce plan against patterns in existing
employee and workforce changes.
• An analysis of the trends of over or under supply of labour in
the external environment.
• Effects of labour trends on demand for labour
• A review of employee satisfaction data
• Current government policy that influences labour demand and
supply
• Evaluation of the changes to the workforce as a result of the
workforce plan
You will also need to update your workforce plan in response to
the above. You should provide your report
plus your updated plan to your trainer/assessor in the role of the
CEO by the date specified.

Your report and updated plan must be in clear and concise
English. Your report should clearly indicate
the changes that you have made to your plan.
BSBMGT516 Facilitate continuous
improvement
Assessment tasks for BSBMGT516 Facilitate continuous
improvement Jasmine Education Group Version 1.1

Last Updated: 26 November 2018 Next Review Date: 26
November 2020
Student Assessment Tasks
BSBMGT516 Facilitate continuous improvement

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November 2020
Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 4
Student Assessment Agreement 5
Assessment Task 1 Cover Sheet 6
Assessment Task 1: Written Questions 7

Assessment Task 1 Instructions 9
Assessment Task 1 Checklist 10
Assessment Task 2: Continuous improvement project 12
Assessment Task 3: Customer service improvement project 21
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Assessment Information
The assessment tasks for BSBMGT516 Facilitate continuous
improvement are included in this Student
Assessment Tasks booklet and outlined in the assessment plan
below.
To be assessed as competent for this unit, the student must
complete all of the assessment tasks
satisfactorily.
Assessment Plan
Assessment Task Overview
1. Written questions Students must correctly answer all
questions.
2. Continuous improvement project Students must conduct
research to establish a continuous
improvement system and processes for a case study

organisation, E-OfficeWorx, as well as present the new system
to staff and brainstorm ideas for improving customer service
3. Customer service evaluation project Students must analyse
the results of a customer survey and
identify recommendations for improvement.
Assessment Preparation
Please read through this assessment thoroughly before
beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
When you have read and understood this unit’s assessment
tasks, print out the Student Assessment
Agreement. Fill it out, sign it, and hand it to your assessor, who
will countersign it and then keep it on file.
Keep a copy of all of your work, as the work submitted to your
assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make
an assessment appeal as per your RTO’s

assessment appeals process.
Students have the right to appeal the outcome of assessment
decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal.
Additional Resources
The following resources will be given to you before you begin
each Assessment Task.
• Continuous Improvement Policy Template
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Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet
This must be filled out, signed and submitted together with your
assessment responses.
If you are submitting hardcopy, the Cover Sheet should be the
first page of each task’s submission.
If you are submitting electronically, print out the cover sheet,
fill it out and sign it, then scan this and submit
the file.
The Assessment Task Cover Sheet will be returned to you with
the outcome of the assessment, which will
be satisfactory (S) or unsatisfactory (U). If your work has been
assessed as being not satisfactory, your
assessor will include written feedback in the Assessment Task
Cover Sheet giving reasons why. Your
assessor will also discuss this verbally with you and provide
advice on re-assessment opportunities as per

your RTO’s re-assessment policy.
Depending on the task, this may include
• resubmitting incorrect answers to questions (such as short
answer questions and case studies)
• resubmitting part or all of a project, depending on how the
error impacts on the total outcome of the
task
• redoing a role play after being provided with appropriate
feedback about your performance
• being observed a second (or third time) undertaking any
tasks/activities that were not satisfactorily
completed the first time, after being provided with appropriate
feedback.
Assessment Task Information
This gives you:
• a summary of the assessment task
• information on the resources to be used
• submission requirements
• re-submission opportunities if required

Assessment Task Instructions
These give questions to answer or tasks which are to be
completed.
Your answers need to be typed up using software as indicated in
the Assessment Task Instructions.
Copy and paste each task’s instructions into a new document
and use this as the basis for your assessment
task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file
name that includes the unit identification
number, the task number, your name and the date.
Checklist
This will be used by your assessor to mark your assessment.
Read through this as part of your preparation
before beginning the assessment task. It will give you a good
idea of what your assessor will be looking for
when marking your responses.

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Student Assessment Agreement
Make sure you read through the assessments in this booklet
before you fill out and sign the agreement
below.
If there is anything that you are unsure of, consult your assessor
prior to signing this agreement.
Do you understand the requirements of the assessments for this

If so, explain these in the space below.
Do you understand your rights to re-
Do you understand your right to appeal the decisions made in an
Student name
Student number
Student signature
Date
Assessor name
Assessor signature

Date
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Assessment Task 1 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
and I have not
cheated or plagiarised the work or colluded
with any other student(s).

cheated or colluded, action will be taken against
me according to the process explained to me.
I have correctly referenced all resources and reference texts
throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
me
and that the assessment has been carried
out according to the required assessment procedures.
Assessor name
Assessor signature
Date

Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response
erformance in this assessment task has been discussed
and explained to me.
Student signature
Date
A copy of this page must be supplied to the office and kept in
the student’s file with the evidence.
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Assessment Task 1: Written Questions
Task summary
• This is an open book test.
• Questions must be completed within 1 hour.
• Students need to answer all of the written questions correctly.
• Answers must be word processed and sent to your assessor as
an email attachment.
Required
• Access to textbooks/other learning materials
• Computer and Microsoft Office
• Access to the internet

Timing
The assessor will advise you of the due date of this submission.
Write in the due date below as advised by your assessor:
Submit
• Answers to all questions
Assessment criteria
• All questions must be answered correctly in order for a
student to be assessed as having completed
the task satisfactorily.
Re-submission opportunities
Students will be provided feedback on their performance by
their Assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of
this task.
If any parts of the task are not satisfactorily completed your

assessor will explain why and provide you
written feedback along with guidance on what you must
undertake to demonstrate satisfactory performance.
Re-assessment attempt(s) will be arranged at a later time and
date.
Students are encouraged to consult with their assessor prior to
attempting this task if they do not
understand any part of this task or if they have any learning
issues or needs that may hinder them when
attempting any part of the assessment.
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Written answer question guidance
The following written questions use a range of “instructional
words” such as “identify” or “explain”, which tell
you how you should answer the question. Use the definitions
below to assist you to provide the type of
response expected.
Note that the following guidance is the minimum level of
response required.
Analyse – when a question asks you to analyse something, you
should do so in in detail, and identify
important points and key features. Generally, you are expected
to write a response one or two paragraphs
long.
Compare – when a question asks you to compare something, you
will need to show how two or more things
are similar, ensuring that you also indicate the relevance of the

consequences. Generally, you are expected
to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you
are different, ensuring you indicate the relevance or the
consequences. Generally, you are expected to write
a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you
are required to point out important issues or
features, and express some form of critical judgement.
Generally, you are expected to write a response one
or two paragraphs long.
Describe – when a question asks you to describe something, you
should state the most noticeable qualities
or features. Generally, you are expected to write a response two
or three sentences long.
Evaluate – when a question asks you to evaluate something, you
should do so putting forward arguments
for and against something. Generally, you are expected to write

Examine – when a question asks you to examine something, this
is similar to “analyse”, where you should
provide a detailed response with key points and features and
provide critical analysis. Generally, you are
expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you
should make clear how or why something
happened or the way it is. Generally, you are expected to write
a response two or three sentences long.
Identify – when a question asks you to identify something, this
means that you are asked to briefly describe
the required information. Generally, you are expected to write a
response two or three sentences long.
List – when a question asks you to list something, this means
that you are asked to briefly state information
in a list format.
Outline – when a question asks you to outline something, this
means giving only the main points, Generally,
you are expected to write a response a few sentences long.

Summarise – when a question asks you to summarise something,
this means (like “outline”) only giving the
main points. Generally, you are expected to write a response a
few sentences long.
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Assessment Task 1 Instructions
Provide answers to all of the questions below:

1. Explain the importance of establishing a formal system and
process to support continuous
improvement
2. Explain at least two key elements of a formal continuous
improvement system.
3. Explain how the Plan, Do, Check Act Cycle can be used to
support effective continuous
improvement. Explain each part of the cycle in your answer.
4. Explain how brainstorming with staff can be used for
effective continuous improvement.
5. Explain the relationship between continuous improvement
and knowledge management
6. Explain the importance of continuous improvement as part of
a quality management system.
7. Discuss why the goals of lean manufacturing and

sustainability are synonymous.
8. Discuss the relationship between performance manageme nt
and continuous improvement
within an organisation.
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Assessment Task 1 Checklist

Student’s name:
Did the student provide a sufficient and
clear answer that addresses the
suggested answer for:
Completed
successfully
Comments
Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Assessor signature

Assessor name
Date
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Student Declaration

all resources and reference texts
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature

Date
Feedback
task has been discussed
Student signature
Date

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Assessment Task 2: Continuous improvement project
Task summary
This assessment task requires you to conduct research to
establish a continuous improvement system and
processes for a case study organisation, E-OfficeWorx,
including developing a continuous improvement
policy and two continuous improvement tools.
You are also required to prepare and deliver a presentation to
staff on the new continuous improvement
system and processes and to incorporate suggestions for
improvement based on staff feedback.
This task will be completed in the simulated work environment
at your RTO.

Required
• Access to the internet for research
• Continuous Improvement Policy Template
Timing
Submit
• Email to your assessor with the following attachments:
o Continuous improvement research notes.
o Continuous improvement policy
o Continuous improvement tools (x2)
o Continuous improvement PowerPoint presentation
• Email to your assessor with your revised continuous

improvement PowerPoint presentation
Assessment criteria
Students must complete all of the activities listed and will be
assessed against the assessment criteria
included in the checklist included with this task.
Students will be provided feedback on their performance by
their Assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of
this task.
date.

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November 2020
Students are encouraged to consult with their assessor prior to
attempting this task if they do not
understand any part of this task or if they have any learning
issues or needs that may hinder them when
attempting any part of the assessment.
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November 2020
Carefully read the following:
E-OfficeWorx is an independently owned and operated company
based in Campbelltown, NSW. The
company has been in operation for 2 years.
The company supplies a wide range of stationery, office
supplies, furniture, business equipment and
computer supplies for large and small office environments,
including home offices. There are no retail
stores, and customers order online through the company’s
website or through a Customer Service Centre
that operates 7 days a week from 7am to 7pm. Orders are
distributed from a warehouse that is also located
in Campbelltown.

The company has recently undertaken a strategic planning
process with its vision identified to be the leading
online supplier of office supplies.
The company employs a number of staff including the General
Manager, Sales and Marketing Manager,
Finance Manager and Human Resources Manager. There are 20
customer service staff in total, a
Warehouse Manager and 10 warehousing staff. All of the
Managers and Customer Service Staff operate out
of the head office and all warehousing staff, including the
Manager, are located at the Warehouse.
Turnover of Customer Service Staff is currently high at around
30% annually.
You have recently been appointed as the new Operations
Manager. The General Manager has advised you
that, although the company’s key values include a strong
commitment to quality, customer service,
sustainability and a satisfied workforce, there are no formal
systems or processes in place for continuous
improvement to ensure that the company meets its overall vision
and values.

The General Manager would like you to research and implement
a new continuous system and processes to
address all aspects of the company’s operations, from staffing
to customer service to health and safety, as
well as embedding continuous improvement into the company’s
culture. He has also indicated that he would
like you to consider how the company can introduce more
sustainable practices both within the company
and in relation to products and would like this integrated into
the continuous improvement system.
The General Manager has indicated that he would like a formal
continuous system and processes fully
implemented within the next three months.
He also advises that there are some issues within the company
that he is hoping that a continuous
improvement system and process will help to solve. These are:
• An average of two customer complaints are received each
month.
• Complaints generally relate to the following themes:
o Customer service staff are unable to provide adequate pr oduct
advice.
o Customer service staff are not friendly at times.

o Lengthy wait times on the telephone to discuss products or
chase up deliveries.
o Differences between delivery time stated and actual delivery
time.
• There also appears to be some further issues relating to the
time in responding to complaints and
identifying and implementing procedures to address systemic
issues identified through complaints.
• High staff turnover.
• Lack of supporting document to assist with overall quali ty
such as staff training manuals.
• The company is just about to expand and introduce a new line
of products being hospitality and
restaurant supplies. This will mean the establishment of an
additional department with more staff
employed. Procedures need to be streamlined and consistent
across the organisation.

improvement
November 2020
Complete the following activities:
1. Conduct continuous improvement systems and processes
research
The first part of this assessment task requires you to conduct
research to Identify options for
continuous improvement system and processes for E-
OfficeWorx. Make notes on your
research, which you will then use to develop a continuous
improvement policy and two
continuous improvement tools for E-OfficeWorx, as well as a
presentation for staff about the
benefits of continuous improvement and to provide training in
the new continuous improvement

processes and systems.
Your research should include identifying:
• The benefits of implementing continuous improvement
systems and processes across the
company.
• Continuous improvement models that may be suitable for the
company, such as the Plan
Do Check Act, Six Sigma or TQM approach to continuous
improvement. You should
research at least two models and identify the best one to use at
E-OfficeWorx.
• Ways of building in continuous improvement into business
systems and procedures
including performance management, sustainability, health and
safety and knowledge
management and to address existing issues within the company.
• Continuous improvement tools (for example, continuous
improvement register and forms,
flow charts) that can be used as part of a continuous
improvement system. Identify and
describe at least four.

• Strategies for encouraging staff to participate in continuous
improvement decision-making.
• Strategies for ensuring that staff are informed about
continuous improvement processes, as
well as the outcomes of continuous improvement processes.
• Mechanisms that can be used to obtain feedback from
customers, suppliers and staff.
• Ongoing mentoring and coaching processes that can be used to
ensure that staff are able
to implement and support continuous improvement processes.
• Strategies for ensuring continuous improvement in
sustainability.
• Knowledge management strategies to ensure that insights and
experiences from the
business’s activities are captured and learnings are accessible to
all staff. You should
identify and describe at least two strategies that may be suitable
for E-OfficeWorx and
explain why.

improvement
November 2020
2. Develop a continuous improvement policy and forms
The next part of this assessment requires you to use the results
of your research to develop a
continuous improvement policy for E-OfficeWorx. Use the
policy template provided to you that
includes notes for guidance in competing each section.
Your policy should include as a minimum:
• Purpose of the policy
• Scope of the policy
• Continuous improvement principles

• Continuous improvement model
• Continuous improvement implementation.
• Staff participation and communication
• Tools to support the continuous improvement process
• Responsibilities
You are also required to develop a minimum of two of the
continuous improvement tools as
identified through your research. These should be referred to in
the continuous improvement
policy and included as attachments.
3. Develop continuous improvement presentation
The next part of this assessment requires you to use the results
of your research to develop an
information and training session for the team about the new
continuous improvement systems.
You are required to develop a PowerPoint presentation that
includes graphics to support your
explanations of the content. Plan your presentation to last for at
least 15 minutes.

Your presentation should address:
• The benefits of implementing continuous improvement
systems and processes across the
company.
• The continuous improvement models that you have identified
as most suitable for use in E-
OfficeWorx, and that are the basis of the policy you have
developed.
• An outline of your policy.
• Continuous improvement tools (for example, continuous
improvement register and forms,
flow charts)
• Strategies for encouraging staff to participate in continuous
improvement decision-making.
• Strategies for ensuring that staff are informed about
continuous improvement processes, as
well as the outcomes of continuous improvement processes.
• Mechanisms that can be used to obtain feedback from
customers, suppliers and staff.
• Ongoing mentoring and coaching processes that can be used to
ensure that staff are able
to implement and support continuous improvement processes.

• Strategies for ensuring continuous improvement in
sustainability.
• Knowledge management strategies to ensure that insights and
experiences from the
business’s activities are captured and learnings are accessible to
all staff.
Send your presentation to your assessor as an email attachment.
Your assessor will advise you
of the date and time of your presentation and will also organise
2 other students to attend the
presentation in the role of staff members. Your assessor and
students roleplaying staff
members will also ask questions so be prepared to respond.
improvement

November 2020
4. Conduct continuous improvement presentation
The final part of this assessment requires you to present your
continuous improvement
presentation.
Deliver your power point presentation to the team addressing all
the required content. Advise
your team that they may ask questions at the end of the
presentation.
During your presentation, you will need to demonstrate
effective communication skills including:
• Speaking clearly and concisely
• Responding to questions as required
• Using active listening techniques

Your team will offer suggestions, which you will also need to
incorporate into your continuous
improvement policy. You should send an updated version of
your policy via email to your
assessor.
improvement
November 2020
Student’s name:

Did the student:
Completed
successfully
Comments
Yes No
Develop a continuous improvement policy that includes
strategies for ensuring that all staff are encouraged and
supported to participate in continuous improvement
processes and decision-making?
mechanisms for communicating continuous improvement
processes and outcomes to staff?
Develop a continuous improvement presentation to
communicate continuous improvement processes to staff?
strategies for continuous improvement in sustainability?
strategies for mentoring and coaching staff in continuous
improvement?
strategies for communicating the outcomes of continuous

improvement to staff?
Indicate for each document in the planning template, the
style of language that will be adopted?
strategies for monitoring performance?
Develop at least two suitable tools that can be used to
support the continuous improvement system?
Provide coaching to the team in continuous improvement
systems and processes?
Present information to the team so that the information can
be easily understood?
Seek feedback from the team on continuous improvement
and adjust continuous improvement policy?
Demonstrate effective communication processes including:
• Speaking clearly and concisely
• Responding to questions as required
• Using active listening techniques?

Assessor signature
Assessor name
improvement
November 2020
Student’s name:
Did the student:
Completed
successfully
Comments

Yes No
Date
improvement
November 2020
Student Declaration
y own work and I have not

Student name
Student ID number
Student signature
Date
sessed by me
Assessor name
Assessor signature
Date

Feedback
Student signature
Date
improvement

November 2020
Assessment Task 3: Customer service improvement project
Task summary
This assessment task requires you to review the outcomes of a
customer service survey, identify
improvements required and communicate these to your team in
the form of a report.
This task will be completed in the simulated work environment
at your RTO.
Required
• Access to the internet for research
Timing

Submit
• Continuous improvement report
Assessment criteria
Students must complete all of the activities listed and will be
assessed against the assessment criteria
included in the checklist included with this task.
If a student submits work that is not satisfactory, the assessor
will provide written feedback explaining why,
as well as timelines for resubmission.

improvement
November 2020
Assume that as part of the implementation of the continuous
improvement system that the company
implemented a formal customer survey with the results shown
below.
The survey was sent to a random sample of customers to be
completed through survey monkey.
The survey was sent to 75 customers and 49 were returned.
As this was the first customer survey, customers were asked to

respond to 4 general questions only.
Customer survey findings are as follows:
Overall satisfaction with E-Officeworx
• 26 totally satisfied
• 18 somewhat satisfied
• 4 dissatisfied
• 1 totally dissatisfied
Industry benchmarks show that the average number of
customers who indicate that they are totally satisfied
is 42%.
Ease of doing business with E-Officeworx
• 8 dissatisfied
customers who indicate that they are totally satisfied
with ease of business is 47%.

Customers who said they would purchase products from E-
Officeworx again are:
• 1 dissatisfied
customers who indicate that would purchase
products again is 72%.
Customers who said they would recommend E-Officeworx to
others
• 3 dissatisfied
customers who indicate that they would recommend
the company to others is 63%.

improvement
November 2020
1. Analyse and report on results
This assessment task requires you to review the survey data and
provide a report to the
General Manager (this will be your assessor) on the results, as
well as your recommendations
for actions based on your analysis.

Your report must be written in clear and concise English and
include:
• An analysis of the overall results against industry benchmarks
for overall customer
satisfaction, ease of doing business and customer loyalty. You
should convert the findings
into bar charts that clearly shows the results of the survey and
in percentages. If you are not
sure how to do this, use word help to find out how to create
charts in word.
• Your overall analysis of how the company is performing in
terms of customer service.
• Your recommendations for future customer surveys. Include at
least two recommendations.

improvement
November 2020
Student’s name:
Did the student:
Completed
successfully
Comments
Yes No
Analyse the results of continuous
improvement systems?
Identify ways in which operations can be
improved based on an analysis of results?

Recommend areas for future
improvement?
Inform team of the outcome of customer
survey and recommendations for future
improvement?
Assessor signature
Assessor name
Date
BSBRSK501 Manage Risk

Assessment Task for BSBRSK501 Manage Risk Jasmine
Education Group Version 2.2
Last Updated: 13 April 2020 Next Review Date 13 April 2022
Student Assessment Tasks
BSBRSK501 Manage risk

Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 5
Student Assessment Agreement 6
Assessment Task 1: Written Questions 8

Assessment Task 2: Risk management project 13
Assessment Task 3: Risk implementation project 22
Assessment Task 4: Risk management process evaluation report
27

Assessment Information
The assessment tasks for BSBRSK501 Manage risk are included
in this Student Assessment Tasks
booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all
of the assessment tasks satisfactorily.
Assessment Plan
Assessment Task Overview
1. Written questions You must correctly answer all questions.
2. Risk management project You must prepare an initial report
about risk associated with business
expansion for a case study organisation, participate in a
roleplay

meeting with team members to brainstorm risks, and develop a
risk
management plan the case study organisation.
3. Risk management
implementation project
You must implement and monitor risk treatments for risks
identified.
4. Risk management process
evaluation report
You must evaluate the risk management process.
Assessment Preparation
Please read through this assessment thoroughly before
beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
When you have read and understood this unit’s assessment
tasks, print out the Student Assessment
Agreement. Fill it out, sign it, and hand it to your assessor, who
will countersign it and then keep it on file.

Keep a copy of all of your work, as the work submitted to your
assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make
an assessment appeal as per Queen Anne
Business College’s assessment appeals process.
You have the right to appeal the outcome of assessment
decisions if you feel you have been dealt with
unfairly or have other appropriate grounds for an appeal.

Naming electronic documents
It is important that you name the documents that you create for
this Assessment Task in a logical manner.
Each should include:
For example, BSBRSK01 AT2 Risk Management Plan Joan
Smith 20/04/18
Additional Resources
You will be provided with the following resources you begin
each Assessment Task.
Assessment Task 2

Assessment Task 3
Assessment Task 4

Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet
This must be filled out, signed and submitted together with your
assessment responses.
If you are submitting hardcopy, the Cover Sheet should be the
first page of each task’s submission.
If you are submitting electronically, print out the cover sheet,
fill it out and sign it, then scan this and submit
the file.
The Assessment Task Cover Sheet will be returned to you with
the outcome of the assessment, which will
be satisfactory (S) or unsatisfactory (U). If your work has been
assessed as being not satisfactory, your
assessor will include written feedback in the Assessment Task
Cover Sheet giving reasons why. Your
assessor will also discuss this verbally with you and provide

advice on re-assessment opportunities as per
Queen Anne Business College’s re-assessment policy.
Depending on the task, this may include
answer questions and case studies)
error impacts on the total outcome of the
task
feedback about your performance
tasks/activities that were not satisfactorily
completed the first time, after being provided with appropriate
feedback.
Assessment Task Information
This gives you:
-submission opportunities if required

Student Assessment Agreement
Make sure you read through the assessments in this booklet
before you fill out and sign the agreement
below.
If there is anything that you are unsure of, consult your assessor
prior to signing this agreement.
Do you understand the requirements of the assessments for this

Do
If so, explain these in the space below.
Do you understand your rights to re-
Do you understand your right to appeal the decisions made in an
assess
Student name
Student number
Student signature
Date
Assessor name
Assessor signature
Date

Student Declaration
t this task is all my own work and I have not

Student name
Student ID number
Student signature
Date
student has been assessed by me
Assessor name
Assessor signature
Date

Feedback
Student signature
Date
A copy of this page must be supplied to the office and kept i n

Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom.
A time limit of 1 hour to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor
as an email attachment.
Required
Timing
Your assessor will advise you of the due date of this
assessment.

Submit
Assessment criteria
All questions must be answered correctly in order for you to be
assessed as having completed the task
satisfactorily.
Your Assessor will provide you feedback on your performance.
The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this
task.
date.

You are encouraged to consult with your assessor prior to
attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that
may hinder you when attempting any part of
the assessment.
Written answer question guidance

The following written questions use a range of “instructional
words” such as “identify” or “explain”, which tell
you how you should answer the question. Use the definitions
below to assist you to provide the type of
response expected.
Note that the following guidance is the minimum level of
response required.
Analyse – when a question asks you to analyse something, you
should do so in in detail, and identify
important points and key features. Generally, you are expected
to write a response one or two paragraphs
long.
Compare – when a question asks you to compare something, you
are similar, ensuring that you also indicate the relevance of the
consequences. Generally, you are expected
to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you
are different, ensuring you indicate the relevance or the
consequences. Generally, you are expected to write

Discuss – when a question asks you to discuss something, you
are required to point out important issues or
features, and express some form of critical judgement.
Generally, you are expected to write a response one
or two paragraphs long.
Describe – when a question asks you to describe something, you
should state the most noticeable qualities
or features. Generally, you are expected to write a response two
or three sentences long.
Evaluate – when a question asks you to evaluate something, you
should do so putting forward arguments
for and against something. Generally, you are expected to write
Examine – when a question asks you to examine something, this
is similar to “analyse”, where you should
provide a detailed response with key points and features and
provide critical analysis. Generally, you are
expected to write a response one or two paragraphs long.

Explain – when a question asks you to explain something, you
should make clear how or why something
happened or the way it is. Generally, you are expected to write
a response two or three sentences long.
Identify – when a question asks you to identify something, this
means that you are asked to briefly describe
the required information. Generally, you are expected to write a
response two or three sentences long.
List – when a question asks you to list something, this means
that you are asked to briefly state information
in a list format.
Outline – when a question asks you to outline something, this
means giving only the main points, Generally,
you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something,
this means (like “outline”) only giving the
main points. Generally, you are expected to write a response a
few sentences long.

Provide answers to all of the questions below:
1. Discuss the purpose of risk management standards. Include
an example of a risk
management standard in your answer.
2. Outline the AS/NZS ISO 31000: 2009 Risk Management
Principles and Guidelines and
each of the 11 principles.

3. Explain the requirements of WHS legislation in relation to
risk management.
4. List the factors that must be taken into account in
determining risk control measures for
hazardous manual tasks as stated in the model Work Health and
Safety Regulations 2011.
5. Explain the purpose of risk management policies and
procedures in the workplace.
6. List three examples of the impact of risks for a workplace if
risks are not identified or
actioned.
7. Outline a step-by-step procedure that companies can use for
analysing risks.
8. Outline three sources of information that a company could
use to gather information on
potential risks.

9. Describe three examples of tools or techniques that a
company could use to identify risks
as part of a risk assessment process.
10. Explain four options that a company could take to control
risks.
11. Explain four procedures that a company could use to
minimise risk.

Student’s name:
Did the student provide a sufficient and
clear answer that addresses the
suggested answer for the following?
Satisfactory
performance Comments
Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11

Assessor signature
Assessor name
Date
Student Declaration

Student name
Student ID number
Student signature
Date
Assessor name

Assessor signature
Date
Feedback
Student signature
Date

Assessment Task 2: Risk management project
Task summary
This assessment task requires you, in the role of Operations
Manager of NatureCare Products, to develop a
risk management briefing report associated with the proposed
business expansion. You will then prepare for
a meeting with your team by researching risks, as well as
potential risk treatment options pertaining to the
NatureCare Products business expansion project.
Following this, you will meet with your team to brainstorm
risks and develop a risk management plan, which
includes an action plan to implement identified risk treatments.

This assessment is to be completed in the simulated work
environment in the RTO.
Required
o research information to inform PESTLE analysis
o access publications about risk management standards such as:
http://www.finance.gov.au/sites/defa ult/files/COV_216905_Ris
k_Management_Fact_Sheet_
FA3_23082010_0.pdf
cipants
Timing
Your assessor will advise you of the due date of these

submissions.
Submit
Assessment criteria
To be assessed as having satisfactorily completed this task, you
are required to complete all of the activities
indicated in the instructions for students and will be assessed
against the criteria included in the checklist.
http://www.finance.gov.au/sites/default/files/COV_216905_Ris
k_Management_Fact_Sheet_FA3_23082010_0.pdf
http://www.finance.gov.au/sites/default/files/COV_216905_Ris
k_Management_Fact_Sheet_FA3_23082010_0.pdf

You will be provided feedback on your performance by your
Assessor. The feedback will indicate if you have
task.
date.

the assessment.
You are the Operations Manager of a medium-sized Australian
company, NatureCare Products,

based in Brisbane. The company commenced business in 1996,
and manufactures eco-friendly,
high quality beauty skin care products.
The business was established to cater for a growing demand for
skin products that contain eco-
friendly and natural ingredients. There is also an emphasis on
eco-friendly packaging. The
company makes all its products in a small factory.
The company sells its products direct to a chain of health food
shops across Australia, as well as
online through its own web site. Products ordered online are
shipped directly to customers from
the factory. Products provided to health food shops are provided
to the health food shop
distributor who then distributes the products to all its stores.
The relationship with the chain of
health food shops is a long standing one (ten years).
The company targets customers that want high quality, eco-
friendly products. Market research
has identified that around 70% of their customers are
professional women aged 25 to 55.

NatureCare Products’ strategic priorities focus on business
diversification and growth. They aim
to increase their market share by 10%, and to expand the
existing product range to attract more
customers.
At a recent board meeting, the two company shareholders and
the CEO discussed options for
expanding the business, including establishing a chain of retail
outlets. The idea is to initially set
up one retail outlet in central Sydney, Brisbane and Melbourne.
Products will continue to be
made in the company’s factory and shipped to the retail outlets.
The CEO has asked you to investigate this, undertaking a risk
analysis on establishing a chain of
retail outlets. The CEO and shareholders are keen to get the
business expansion started as soon
as possible so need to get your risk management plan i n place
immediately.
Currently the company employs the following staff: Accounts
Manager, Marketing Manager,

Marketing Assistant, Sales Manager, four customer service
representatives, Office Manager and
Administration Assistant, Operations Manager, as well as the
CEO and two shareholders as
indicated above.
The company currently has a Risk Management Policy and
Procedures in place that
incorporates the AS/NZS ISO31000:2009 Risk Management
Principles and Guidelines.

1. Develop a risk briefing report.
Review the case study information provided to you to determine
the scope of the risk
management process required, as well as the company’s risk
management policy and
procedures and information on risk manageme nt standards.
You should also review the recent team meeting minutes on the
business expansion project to
inform your report.
Use the Risk Briefing Report Template that includes notes to
guide your work.
Your report will be sent to the CEO for initial feedback and
then you will meet with your team to
brainstorm further risks associated with the business expansion
project.
Your report should include the following:
the risk management process, any risks that may
apply to the scope, and

objectives and critical success factors for the area included in
the scope
the organisation’s policy and
procedure, as well as how the organisation’s process aligns with
the risk management
standards as identified in the link provided to you.
the environment in which
NatureCare Products operates and their relevance to the risk
management process. You
should also use this analysis to identify important factors that
may influence consumer
needs and desires as part of analysis of external stakeholders, as
well as to inform the key
risks you identify below.
with the expansion, and at least
one potential risk treatment option for each of the risks you
identify.
stakeholders and the issues they may
have that are likely to impact on the risk management process.

existing retail approach
namely, online and through health food shops.
ccess factors, goals or objectives for
the business expansion project.
2. Send an email to the CEO (your assessor).
The text of the email should be in grammatically correct
English, written in an appropriate (polite,
business-like) style.
It should provide a brief overview of the risk management
project, introduce and summarise the
contents of the attachment, and seek their feedback and
approval to move forward with the
project.
Attach your risk briefing report to the email.
Your assessor will send you an email in the role of the CEO,
providing you with feedback and
approval to proceed.

3. Send an email to your team (your assessor).
English, written in an appropriate
(polite, business-like) style.
It should invite the team to participate in a meeting to
brainstorm risks associated with the
company’s proposed expansion.
Your email should briefly explain the purpose of the meeting
and advise of the date and time for
the meeting (your assessor will advise you of the date and time

and also provide you with the
email addresses of the two students who will be your team).
The meeting is to run for approximately 30 minutes.
4. Conduct team meeting
After giving a short introduction, present to your team the risks
that you have identified, as well
as the treatment measures you have selected. Refer to your Risk
Briefing Report and share
your ideas, encouraging the meeting attendees to share theirs.
Steer this discussion into a brainstorming session.
Take paper and pen with you, or use a whiteboard, to jot down
ideas as they are given.
At the meeting, you are required to:
organisation’s policy and
procedure.
treatments

expansion, as well as
treatment measures.
the risk management plan, as
well as suitable risk treatments. At least five must be identified.
During the meeting, you will need to demonstrate effective
communication skills including:
-verbal communication to assist with understanding
Close the meeting by thanking the participants for attendi ng.

5. Develop a Risk Management Plan
The final part of the assessment task requires you to develop the
risk management plan using
the risk management plan template.
Use the Risk Management Plan Template to guide your work.
Your risk management plan should include:
brainstorming session. You must
include at least five risks.
as the severity of the risk
should it occur.
Identification of at least one suitable treatment measures for
each of the five risks Priority

rating (high, medium or low) to show the order in which risks
must be treated.
o Risk description
o Impact of risk
o Recommended actions
o Resource requirements
o Timelines
o Responsibilities
o Monitoring processes
The email text should include the following:
business expansion project.

of the risks will be effective in
ensuring risks are minimised or do not occur.
Attach your risk management plan to the email.
Student’s name:
Did the student:
Completed

successfully
Comments
Yes No
In the risk briefing report, provide an overview of the
risk management project, including how the project
will be carried out in accordance with the
organisation’s Risk Management Policy and
Procedure, as well as how the process aligns with the
risk management standards?
In the briefing report, include the scope of the risk
management process, any risks that may apply to the
scope, and objectives and critical success factors for
the area included in the scope
In the briefing report, provide a PESTLE analysis for
NatureCare Products including identification of key
factors that impact on the environment in which
NatureCare Products operates and their relevance to
the risk management process?

In the briefing report, identify and analyse internal and
external stakeholders and the issues they may have
that are likely to impact on the risk management
process?
In the briefing report, review and describe the
strengths and weaknesses of the company’s existing
business approach?
In the briefing report, document critical success
factors, goals or objectives of the project?
In the email to the CEO, seek feedback on, as well as
obtain support for the risk management project?
Invite the team via email to participate in the
brainstorming meeting to identify risks and
treatments?
At the meeting, clearly explain the risk management

process as set out in the organisation’s Risk
Management Policy and Procedures?
At the meeting, seek input from the team through
brainstorming on possible risks and potential risk
treatment?
Demonstrate effective communication skills including:

-verbal communication to assist with
understanding
understanding
In the risk management plan, document all the risks
identified through research and consultation?
In the risk management plan, determine the likelihood
of the risk occurring, as well as the severity of the risk
should it occur?
In the risk management plan, evaluate risk priority
and order of likelihood of occurring from most likely to
unlikely?
In the risk management plan, identify strategies for
the treatment or control of the risk if it occurs?

In the risk management plan, include an action plan
that includes:
mended actions
Assessor signature
Assessor name
Date

Student Declaration
,
Student name

Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date
Assessment Task 3: Risk implementation project

Task summary
This assessment task requires you to implement a control
measure from the risk management plan, as well
as monitor and report on actions arising.
This assessment is to be completed in the simulated work
environment in the RTO.
Required
sults Memo
Timing
Your assessor will advise you of the due date of these
submissions.
Submit

the staff members who will undergo training.
Assessment criteria
To be assessed as having satisfactorily completed this task, you
are required to complete all of the activities
indicated in the instructions for students and will be assessed
against the criteria included in the checklist.
You will be provided feedback on your performance by your
Assessor. The feedback will indicate if you have
task.
undertake to demonstrate satisfactory performa nce.
date.

the assessment.

Carefully read the following information:
Assume that one of the risks that you identified in your risk
management plan was the inability to attract
sufficiently qualified and knowledgeable staff to manage the
new retail stores and that the risk
treatment identified is to invest in the training and development
of existing staff to fulfil this role, at least
in the short term.
It has been identified that at least two of the existing customer
service representatives are interested in
taking on this new role. Neither of the two customer service
representatives have managerial skills nor
knowledge, but they both have excellent company and product
knowledge, as well as customer service
skills.
1. Write a report on staff training options

Review the case study information and then research a range of
potential training options for the
customer service representatives, including both on and off the
job options. Identify at least
three suitable options.
Then develop a short report outlining your recommended
option/s for the training, including a
rationale for each recommendation.
Include the details of each recommended training option,
including a summary of the training to
be provided and outcomes, location, costs and duration as
applicable.
As a guide, your staff training report should be 1 to 2 pages
long.
It should introduce and summarise the contents of the
attachment, and seek their feedback and

approval to move forward with the project.
Attach your staff training report to the email.
The CEO will send you an email providing comments and
approval to proceed with the training
course that they select from your report.
3. Send an email to the staff members who will undergo training
(your assessor).

It should introduce and summarise the training that they will
participate in. Provide all the
necessary details of the training for the staff member.
It is six months later, and you are monitoring the
implementation of this risk treatment to ensure sufficient
qualified staff. Assume also that both managers participated in a
formal, nationally recognised course in
management which they completed over the last six months.
You have been provided with the following information by your
team, which you will use to monitor the
implementation of the action plan:
performance review information for the
two Managers, as well as a staff survey conducted to assess
employee satisfaction.
for the last six months, as well as a
memo about a recent customer survey.

4. Write a risk monitoring report.
In order to monitor the implementation of your action plan you
are required to review the
following documents:
Develop a risk monitoring report that provides a summary of the
data provided to you and
document what the data shows in relation to the effectiveness of
the action plan.
Identify any additional risk control measures, which you believe
should be put in place as
relevant.
Your report should be 1 to 2 pages long.

It should introduce and summarise the contents of the
attachment.
Attach your risk monitoring report to the email.
Student’s name:

Did the student:
Completed
successfully
Comments
Yes No
Demonstrate the ability to implement the risk
management action plan by identifying
appropriate training programs for staff?
Demonstrate the ability to implement the risk
management action plan through advising
staff of the training that they will participate
in?
Demonstrate the ability to monitor the action
plan through reporting on the outcomes of
staff training?
Demonstrate the ability to monitor action plan
through giving recommendations on future

actions?
Assessor signature
Assessor name
Date
Student Declaration

Assessor signature
Date
Feedback
would like to appeal this assessment decision.
Student signature
Date

This DB has four parts (Discussion Question) 300 plus words – Bus

This DB has four parts (Discussion Question) 300 plus words – Bus

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