1 BSBWOR502 Lead and manage team effectiveness

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BSBWOR502 Lead and manage team effectiveness
Assessment Guideline
Assessment Task 1: Written questions
Written answer question guidance

Analyse: when a question asks you to analyse something, you
should do so 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
will need to show how two or more things
are different, ensuring you indicate the relevance or the
consequences. 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.
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.
Evaluate: when a question asks you to evaluate something, you
should put forward arguments for and
against something. Generally, you are expected to write a
response one or two paragraphs long.

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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Regarding plagiarism concern, please answer all questions in
your own words.
1. Explain the origins and the concept of the term group
dynamics.
Origins: who came up with this idea or who is believed to do so.
Concept: what is Group Dynamics and students use two
sentences to explain it.
2. Explain three aspects of group dynamics that can have a
negative effect on team performance.
e.g. Blocking when team members behave in a way that they do
not participate in a discussion or a
group activity.
Free riding:
3. Discuss in 3 to 4 paragraphs the phenomenon of social
loafing in groups, its negative
consequences and the effect of group size and culture.
1) what is social loafing- one paragraph required,
2) the negative consequence of social loafing- one paragraph

required,
3) what impact of group size on social loafing, such as group of
bigger size tends to experience more
social loafing or less social loafing？ What kind of culture
(individualistic vs collectivistic ) registers
more social loafing(students feel free to pick any point of view
they think reasonable)?
Add reference if necessary
4. Discuss three strategies for preventing social loafing in
groups.
Student can pick any three of the following strategies and
discuss it in one paragraph for each
strategy; Student is also encouraged to come up with your own
idea:
Develop rules of conduct:
Create appropriate group sizes:
Establish individual accountability:
Encourage group loyalty:
Implement peer evaluation:
Write a team contract:
Choose complementary team members:
Minimize group size:
Establish ground rules:

Specifically define the task:
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Create personal relationships:
Highlight achievement:
Establish task importance:
Evaluate progress:
Manage discussions
Engage individuals:
5. Discuss in a paragraph the phenomenon of Groupthink.
6. Outline three advantages and three disadvantages of group
decision-making.
Advantages:
Disadvantages:
7. Discuss three team-building techniques, using examples to
illustrate your answer.

Students can pick any three techniques of the following and the
response are not limited to the
following:
Open communication
Acknowledge and reward initiative
Initiate a suggestion box.
Allow your staff to share the decision-making in your
organization.
Demonstrate honesty, trust and integrity with all staff members
at all times.
Don't make promises you can't keep.
Create a mentoring program for new staff.
8. Explain the concept of a team consensus.
9. Discuss two methods that can be used to assist teams to reach
consensus.
e.g.
Brainstorming
Multi-voting
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10. Explain four simple steps for resolving a workplace dispute.
11. Explain why is it important to have an effective dispute
resolution process?
Assessment Task 2: Team performance planning project
Submit
• Email to the team with the Operational Plan attached.
• Email to General Manager summarising workplace concerns.
• Email to the team with your completed team performance plan
attached.
Scenario: please refer to student assessment task for more
details.
1. Send an email to the team (your assessor).
The text of the email should be in grammatically correct
English, written in an
appropriate (polite, business-like) style.
It should introduce and summarise the contents of the
Operational Plan, and ask
them to review it.
The email text should also invite them to attend a performance

planning meeting.
Your email should include the date and time of the meeting, as
well as the
duration.
You will need to send your email at least 5 working days prior
to the meeting.
Attach your Operational Plan to the email.
Your team members will be organised by your assessor, and will
include at least
two other students as well as your assessor to represent the
other FSEC positions.
2. Conduct a meeting with the team.
Prepare for a meeting with your team to discuss the new
Operational Plan and to
develop a team performance plan by reviewing the
organisational information
provided to you above, as well as the Operational Plan.
Familiarise yourself with
the Team Performance Plan Template, as you will be completing
this document
after the meeting.
As the Marketing and Communications Manager, you are
required, as a minimum,
to cover the following during the meeting:
• Provide an introduction to the meeting, including the purpose
of the meeting.

• Indicate to all team members that it is important for them to
take an active role
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in the planning meeting so that their ideas for implementing the
strategic plan
and associated goals for the upcoming 12 months will be taken
into
consideration and included in the team performance planning
framework.
• Ensure that all team members have read the Operational Plan
that you sent in
the email.
• Run through the Operational Plan and make sure that your
team understand:
o its purpose
o their role, responsibilities and accountabilities over the next
12 months
• Based on the information/results documented in the
Operational Plan, provide
positive feedback to your team in regards to where their efforts
and
contributions have been well received by the community.
• Give them the opportunity to ask questions if anyone needs
clarification. You
should explain to the team any parts of the Operational Plan that

are not
understood.
• Listen to your Operations Manager and team and discuss the
concerns or
issues they raise.
• Work with your team on each section of the performa nce
planning template.
Ask your team for ideas and write them up on the whiteboard.
• End the meeting on a ‘high note’, by making sure they feel
encouraged,
supported and ready to move ahead with their jobs for the next
12 months.
You will also need to demonstrate the following skills and
techniques:
• Team building techniques including clear explanation of goals
and outcomes
• An understanding of your role as the Marketing and
Communications Manager
and how you play a role in meeting the strategic and operational
plan of the
organisation
• Role modelling behaviour appropriate of a leader, including
respecting and
acknowledging the views of others
• Asking questions and listening to responses to:
o make sure your team understand what you are discussing and
their roles,

responsibilities and accountabilities
o that you have also understood what your team and the
Operations
Manager are discussing
o engage the team in planning activities
• Application of effective active listening skills
• Communicating with your team and your superior/supervisor
(Operations
Manager) by using appropriate protocols and conventions
• Ability to deal with conflict in a professional manner
• Non-verbal communication skills that encourage discussion
and feedback, for
example, nodding, smiling, eye contact
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• The ability to encourage and motivate your team.
No written submission requirement for this part.
3. Send an email to the General Manager (your assessor).

It should summarise the meeting, and explain the workplace
concerns in a few
paragraphs.
Provide your solutions in an appropriate way.
The assessor will respond to the concern in a return email.
As for the workplace concern, the following are some points
that students
have to pay attention to:
The following two issues have been raised during the meeting:
• While the team works well together, there have been some
communication issues in the past. Some verbal
instructions/guidance etc
has been given and either forgotten or misinterpreted.
• There is some concern about the special event days for girls –
is there a
way to perhaps avoid having a gender-specific event (there is an
objective to increase the participation of girls, however are
there other
ways to do this that still encourages others to participate and
not
‘discriminate’ in terms of gender).
Choose at least one Workplace concerns from the list below for
yourself:
• The allocated budget is too low to achieve the required
marketing

outcomes. There are not enough staff to fulfil the operational
plan
requirements.
• Job descriptions are outdated and do not clearly reflect tasks
to be
completed by each staff member.
• The staff feel that the General Manager is not sharing
information from
meetings that he regularly attends with other football
associations to get
ideas. Staff would like to know more.
So when you summarise the workplace concerns, you are
supposed to summarise these
thee issues and your solutions.
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4. Complete your team performance plan.
Following the meeting, complete the Team Performance Plan
Template,
incorporating the feedback that you received from the other
meeting participants.
Provide detailed information at each section – bullet points are
not acceptable.

Team Performance Plan
Name of Team
FSEC work team
Plan timeframe
12 months
Name of Manager
Student name
Date of performance planning discussion
Insert relevant date
Date of mid cycle review discussion
6 months after the date of performance planning discussion
Date of end cycle review discussion
12 months after the date of performance planning discussion
Complete the following table to identify how the team will
achieve the strategies as set out in the
Operational Plan.
This information will relate to the discussions held during the
meeting at Assessment Task 2. Sample
responses have been provided below based on information as
per the Operational Plan and the
scenario information. For each Kea Result Area(1.Membership
Growth 2.Programs and Events
3.Volunteer Development), an objective and KPI is required.

Goals and objectives KPIs
1.To increase participation of girls
in community football (5–18 years)
Members in this demographic to increase by 2%
2.
3.
1. Outputs, projects and deliverables: What will your main work
be this year?
What elements of your work area’s Operational Plan will you be
responsible for or contribute to?
Assist in achieving strategic goals of increasing total number of
players by 4% through strategies to
grow members including:
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• Conducting market research to better understand population
demographics and conduct
targeted marketing based on identification of key target groups.
• Increase participation of girls at the club
• …………
For Q2-Q5, in terms of answer length, two or three sentences

are sufficient
2. Conduct and behaviours: How will you do your work and
interact with others this year?
Organisation values are respect, collaboration and innovation.
We will respect all other staff by listening to their views,
regardless of whether we agree with them or
not.
…………
3. Knowledge and skills: What do you need to do your job well
this year?
What learning and development activities will you undertake
this year and how will your new skills and
knowledge be applied on the job?
e.g.
Social media marketing training
Two or three activities at least.
4. Support needed to do my job well?
Are there any changes to the work environment or arrangements
that would assist you to do your job?
e.g.
Increase in budget
Human resources and physical resources can also be in
discussion.
5. How do I know if I am performing well?
What will be happening if you are performing well? (e.g. my
customers are happy, I have good
working relationships, my work is completed on time, my work
is accurate)
• We achieve positive trends in participation in soccer

• ……
attachment.
The email text should also include:
• A request for feedback on the team performance plan.
• A schedule of meetings for the next 12 months to support the
implementation
of the actions documented in the performance plan. The
schedule should
commence following the meeting date and for the next 12
months. You can
decide on the frequency of the meeting(meeting can be on
monthly basis, or
quarterly basis).
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• An outline of the actions you intend to take to address
workplace concerns,
including the feedback that you received from the General

Manager.
• A brief overview of the training and development activities
that you intend to
implement over the next 12 months to address training needs
identified in the
team performance plan. You should include the details of at
least two activities
that you have identified for the team as a whole and include the
title of the
activity, as well as the date and location and outcomes of
completing the
activity.
Attach your team performance plan to the email.
Assessment Task 3: Professional development policy and
procedure
project
Submit
• Email to your assessor with your professional development
policy and procedures attached.
Scenario
Football South East Coast does not currently have a
professional development process in place and
would like to introduce one to ensure the professional
development of all staff members.
A budget of $1,000 per annum is to be allocated to professional

development for each staff
member.
1. Develop professional development policy and procedures for
Football South East Coast.
Conduct research by identifying and reviewing a range of
professional development
policies and procedures that have been developed in similar
scenarios.
The document should be approximately 2 pages.
Your policy and procedures should include, as a minimum, the
following:
• Purpose of the policy
For example, to support and assist employees in their
professional
development as an integral part of their employment with FSEC.
• Scope of the policy – who it applies to
You have done this a lot before
• Types of professional development that may be undertaken
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For example, workshops, conferences, short courses,

mentoring.
• Process for identifying professional development needs
For example, through an individual performance review, or by
completing a
professional development plan.
• Criteria for determining whether the professional development
opportunity is
appropriate
Relevant criteria could be the relevance of the professional
development
opportunity to the staff member’s roles, the value of the
investment given the
available funds and workforce needs. Budget allocated to each
staff member
$1,000 per annum
• Process for documenting and evaluating outcomes from
professional
development
For example, document on professional development register
that requires
employee to evaluate outcomes.

attachment, and the benefits
to the team of participating in professional development.
Attach your professional development policy and procedures to
the email.
Assessment Task 4: Reward and recognition project
Submit
• Email requesting approval of a reward and recognition
scheme.
• Email giving details of the reward and recognition scheme.
Scenario
After 12 months, data shows that your team has exceeded the
percentage increase
in the number of new football players, and you have decided to
recognise your
team for their efforts.
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1. Select reward and recognition schemes.
Using the Internet, research both informal and formal staff
reward and recognition
schemes and make notes on what you find.
Choose and develop at least five examples that would be
appropriate for your team
in the case study.
For example, post thanks note, gift cards, movie tickets, name a
continuing
recognition award after an outstanding employee, etc.
2. Send an email to the General Manager (your assessor).
It should introduce and summarise the reward and recognition
schemes that you
have identified, and seek their feedback and approval to move
forward with the
project.
Indicate which of the schemes you think would be most
appropriate for the FSEC
team as per the scenario and why.
You will be assessed on whether your email addresses the
required content as

described, as well as the clarity of your email.
The General Manager will reply to your email with authority to
implement one of the
schemes that you have selected.
It should thank them for their efforts in achieving the strategic
goals, and give the
details of the reward and recognition scheme that you are
introducing.
Assessment Task 5: Managing underperformance project
Submit
• Email inviting Jackie to a meeting.
• Email to Jackie summarising the outcomes of the meeting.
Scenario: please refer to p.27 of student assessment task.
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1. Send an email to Jackie (your assessor).

It should request her to attend a meeting with you to discuss the
work performance
issue.
Include the date and time of the meeting and summarise the
issue.
Read the following guide about managing underperformance.
For this task you will be assessed on your demonstration of the
skills referred to
under ‘key points for employers to remember’.
http://www.fairwork.gov.au/about-us/policies-and-guides/best-
practice-
guides/managing-underperformance
2. Conduct the meeting with the Communications Officer (your
assessor).
Conduct the meeting with Jackie, explaining to her what the
problem is, why it is a
problem, how it impacts on the workplace and why there is a
concern.
At the meeting, you are required to:
• Role model behaviour appropriate of a leader
• Clearly explain the purpose of the meeting

• Explain to Jackie what the problem is by providing her with
feedback
• Outline her work responsibilities and the need to achieve these
• Explain how this behaviour impacts on the workplace and why
it is a concern.
Ensure that you focus on the issue, not the person.
• Demonstrate your interpersonal and communication skills by:
o Keeping your communication open and clear.
o Carefully listening to Jackie and confirming and clarifying
information
shared
o Asking questions to confirm information gathered
o Use your interpersonal skills to gain her trust
o Emphasising Jackie’s strengths as set out in the scenario
information
• Discuss and agree on a solution/s, using your skills to come up
with realistic
solutions that respect Jackie’s needs and those of the team, in
order to
maintain a cohesive workplace.

practice-guides/managing-underperformance
practice-guides/managing-underperformance
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3. Send an email to the Communications Officer (your
assessor).
The email text should summarise the meeting, and the solution
agreed to.
The email should be sent to Jackie within 1 day of the meeting.
Assessment 1
1.1.
The term “group dynamics” was first coined by the social
psychologist Kurt Lewin. The concept of group dynamics can be
analysed through positive and negative effect in the group due
to the team members or people (Cummings, Bridgman, Hassard
& Rowlinson, 2017).
1.2
(a) changing perception of the team members.
(b) unstable decisions of the team leader also put negative
effect on team performance.
(c) inappropriate remarks.

(d) lack of trust among team members also resultant in adverse
impact on team performance (Cummings, Bridgman, Hassard &
Rowlinson, 2017).
1.3
(1) The phenomenon of social loafing is the situation which
implies that an individual will tend to work less when there are
in the work as compare to working alone. Social loafing is one
of the primary reasons behind less productivity of the team
members.
(2) Negative consequences of social loafing are as follows: team
members become lazy due to social loafing, it leads to poor
team spirit, team members make least contribution in the group,
etc (Bundy, Pfarrer, Short & Coombs, 2017).
(3) When the team size is large then it can be expected that
around 20% to 30% employees will not work effectively due to
social loafing. So, it increases the burden on team leaders for
getting the work done. Although, in the collectivistic culture,
there are major chances for developing the practices of social
loafing.
1.4
· Developing rules for conduct: it is important to develop rules
for conduct so that team members can be aware about their roles
and responsibility in the effective way.
· Encouraging group loyalty: when a team leader encourages
group loyalty then it can resultant in social loafing. Although,
in reality, majority of the team members used to pay attention
towards their own interest rather then concerning about group
loyalty.
· Specifically defining the task: specifically defining the task
can be useful method. Team leader need to guide team members
to complete their specifically assigned goals and
responsibilities in the effective way (Boon, Den Hartog &
Lepak, 2019).
1.5
Groupthink is a phenomenon that occurs when the desire for
group consensus overrides people’s common-sense desire to

present alternatives. The reason behind groupthink are as
follows leadership, decision-making, etc.
1.6
Advantages:
· Group decision making enables more information and more
ideas.
· It incorporates greater amount of diversity.
· Satisfactory decisions can be made when entire group makes
decisions.
Disadvantages:
· Group decision making is the time-consuming process.
· There is lack of individual domination in the group decision
making process.
· The major disadvantage is digression is inevitable in the group
decision making process (Arslan, Sarıdemir, Bayraktar &
Evrensel, 2017).
1.7
· Setting goals for the team members
· Empowering and motivating the team members.
· Communication is the key for team building.
For example: John is the team leader of XYZ company’s
production department. He decided to develop team-building
technique to bid the team members. First, he made specific
goals for the team members then (second), he adopts various
motivational theories to empower team members (such as:
Maslow's Need Hierarchy Theory, McClelland's Need Theory,
etc). In the end, he decided to encourage open communication
among the team members (Arslan, Sarıdemir, Bayraktar &
Evrensel, 2017).
1.8
It implies that finding a proposal that can be acceptable to all
the team members with least or no member opposing it. It also
implies about the effective solution that can be accomplish by
all the team members. It is important to understand that
consensus decisions can lead to positive outcomes in the
effective way.

1.9
· Brainstorming of ideas: it is a technique in which all the team
members come together and analyse for the ideas. In the process
of brainstorming, people become able to think freely and
suggest various ideas.
· Nominal group techniques (NGT): is a structed variation of a
small-group discussion to reach a consensus. In NGT, individual
need to respond to the questions posted by a moderator and then
suggestions or ideas for group members are prioritize (Boon,
Den Hartog & Lepak, 2019).
1.10
· Focusing on establishing clear goals for both parties.
· Need to figure out a way in which common interest of both
parties can be satisfied.
· Determining and overcoming barriers to the common goals.
· Finding best way so that both parties can satisfy their
expectations.
1.11
In an organization, number of situations occurs which holds
major chances for arisen disputes (Bundy, Pfarrer, Short &
Coombs, 2017). Due to handling various disputes, it becomes
important for an organization to have effective program for
resolving workplace conflicts in the effective way. In Australia,
a dispute can also be solved by the Fair Work Commission if the
company wants involvement of the government authorities.
Although, a minimum legal obligation is required to fulfil in
order to take interference of the Fair Work Commission to
resolve the conflict (Bundy, Pfarrer, Short & Coombs, 2017).
Task 2
From: [email protected]
To: [email protected]
CC:
BCC:
Subject: Regarding the contents of the operational plan
Hi steven,
I hope you are doing well. I request you to please review the

contents of the operational plan.
Contents of operational plan are as follows:
· Quality standards.
· Risk management guidelines.
· Implementation timetables.
· A process for monitoring progress
Please review these contents of operational plan. Apart from
this, I like to invite you to the performance planning meeting.
Below are the details for performance planning meeting:
Date: 10th February, 2021
Time: 10:00 A.M
Thank You
Bikash Thapa
2.3 send an email to the general manager
From:[email protected]
CC:
BCC
Subject: More budget is required for effective marketing and
more staff members are required to fulfil operational plan
requirements.
Hello Sir,
It is requested from you to please provide more budget for
generating effective marketing outcomes and please allocate
more staff members so that requirements for operational plan
can be fulfil. Apart from this, I also like to request you to
please pay attention to the following workplace concern:
1. Effective communication is required in the workplace to
function accordingly. In the past, many incidents have been
occurred when team members mis-interpreted instructions or
guide lines.

2. Team members wants that there should be no gender
discrimination in the workplace. Although, gender-specific
events promotes gender discrimination.
I request you to please take required action on the above issues.
Thank You
Bikash Thapa
2.4 team performance plan
Name: FSEC work team
Name of Manager: Bikash Thapa
Date of performance planning: 10th February, 2021
Mid-cycle review discussion: 10th August, 2021
End-cycle review discussion: 10th February, 2022
Strategies for the operational plan
Goals and objective
KPIs
Developing Social media marketing strategies.
Analysing likes and increasing number of followers on the
official page of the company on various social media platforms.
Improving retention ratio of the employees or workforce.
By analysing improving employee retention rate.
2.4.1
In this year, the main work will be to improve team member’s
retention rate by the 30% to 40%. Improving this retention rate
will help in decreasing the cost of human resource management
(HRM).
2.4.2
By encouraging open communication, it will help in improving
work and interaction with others.

2.4.3
Taking training for digital marketing strategies and learning
various effective ways for online promotion strategies.
2.4.4
Yes, following support is required from the management.
· Require flexible working hours from the management.
· Management should include team into decision-making
process.
2.4.5
Through various key performance indicators (KPIs) such as: my
monthly performance will improve, I will take less leave, etc.
2.5 send an email to the assessor
From: [email protected]
CC:
BCC:
Subject: Requesting for feedback
Attachments: team performance plan
Hello Sir,
I hope you are doing well.I want to request you to please give
feedback on the team performance plan. I also request you to
please review my suggestion for necessary team activities:
1. Team outing in every 30 days.
2. Giving extra day off to team members if they had completed
the target.
Apart from this, I am planning to conduct a meeting with all the
team members so that they (team members) can express their
concern regarding the workplace concerns.
TASK 3
Football South East Coast (FSEC)
Professional Development Policy
Purpose: The purpose of this policy to give employees
opportunity to improve their skills and to enhance their

contributions to the organization.
Scope: The scope of this policy is to ensure that employees ca n
accomplish professional as well as personal objectives through
this professional development policy in the effective way.
Types of professional development that may be undertaken
Physical parameters: team member’s body measurements will be
analysed. Later on, it will be suggested to them that how they
should work out.
Mental health: While playing football, it is necessary that team
members should be patience and take proper decision. So, it is
important that their mental health should be in stable conditi on
without any issue of depression or anxiety.
Team work skills: trust and faith towards team members are
required.
Process for identifying professional development needs
· If team members are not giving adequate performance or if
team members are not standing on the expectation standards of
the board members then it arises the need for the professional
development.
· If team members are not showcasing faith and trust towards
their team members.
Criteria for determining whether the professional development
opportunity is appropriate
In this case, an individual player’s personality can be taken as a
benchmark to analyses if it is appropriate to bring professional
development opportunity.
Process for documenting and evaluating outcomes from
professional development
Conducting online documentation will be effective medium
because stakeholders will able to access the documentation even
from the remote areas.

3.1 email to professor
To:[email protected]
CC:
BCC
Subject: Requesting you to please review professional
development policy
Attachment: Professional development policy
To steven,
I hope you are doing well.I like to request you to please review
professional development policy for Football South East Coast.
The reason behind making professional development policy is
that currently, Football South East Coast does not have any
professional development policy in place.
Thank You
Bikash Thapa
3.2 send an email to the team
CC:
BCC:
Subject: Benefits to team members when they will participate in
the professional development
Attachment: Professional development policy
Hello Sir,
There are many benefits for the team members if they will
participate in the professional development, such as: it wi ll
improve their behaviour in the team, if will enable team
members to understand each other’s behaviour, it will make
help in better brainstorming of ideas (as team members will able
to do brainstorming more professionally), etc.
Thank You
Bikash Thapa

TASK 4
4.1
· Ensuring program for the players for the benefit for their
family members.
· Giving e-commerce gift cards to the players.
· Ensuring domestic as well as international vacations for the
team players.
· Providing monetary rewards to the players.
· Acknowledging their name for their good work.
4.2 send an email to general manager
CC:
BCC
Subject: Approval for awards and recognition scheme
Hello Sir,
I have decided few awards and recognition scheme that can
work best for motivating the players. It is necessary to
showcase players that they have opportunity for earning certain
awards if they will stand on the expectations of the board. I
request you to please review below awards and recognition
scheme:
· Ensuring program for the players for the benefit for their
family members.
· Giving e-commerce gift cards to the players.
· Ensuring domestic as well as international vacations for the
team players.
· Providing monetary rewards to the players.
· Acknowledging their name for their good work.
I request you to please grant me an approval. So that I can
forward this scheme. Although, if you want to any changes in
this scheme then please revert to me. I will make necessary
changes as per your request.
Thank You
Bikash Thapa

4.3 send an email to the assessor
CC:
BCC:
Subject: Thanking you for your efforts in helping us to
accomplish strategic goals and details about reward and
recognition scheme to the players.
Attachment: reward and recognition scheme
Hello Sir,
I am grateful to you for your efforts. As, through your efforts
we are able to accomplish strategic goals of the team. Apart
from this, I like to describe details to you for the reward and
recognition program that I have designed for the players. As,
this reward and recognition plan will motivate the team
members to accomplishing higher team standards. I request you
to please review below attachment.
Thank You
Bikash Thapa
TASK 5

5.1 send an email to assessor
CC:
BCC:
Subject: Requesting to you for attending a meeting
Hello,
It is my request to you for attending a meeting to discuss the
work performance issue. It is important to overcome these
performance issues because it is putting adverse impact on
entire productivity. There are various identified issue in the
performance, such as: poor prioritizing, lost time, slow response
to work requests, preventable accidents, etc. I request you to
please attention this meeting.
Date of the meeting: 10th February, 2021
Time: 2:00P.M
Thanks and regards
Bikash Thapa
5.2 conduct meeting with communication officer
It is important to rectify performance issues from the team
because it will put adverse on the entire department and later
on, it can also resultant in decreasing profitability of the
company. It is necessary to identify the reason behind the
performance issues of the employees and to develop effective
key performance indicators so that performance of the
employees can be enhanced in the effective way. It is suggested
to first aim at gathering 360 feedback from the employees so
that it can be analysed about the requirement of the employees
and the workforce. Further strategies should be made on the
bases of feedback received from the employees.

5.3 send an email to the communication officer
CC:
BCC:
Subject: Summarising agreed solution
Hello,
It is agreed that in order to enhance performance of the team
members, the management will first aim at obtaining feedback
from the team members in the effective way. Later on, on the
bases of the feedback, it will be analysed that which steps
should be take into consideration to overcome the issues.
Thanks and Regards
Bikash Thapa
5.4: Customer Survey Report.
Oz House Clean has decided to use a customer feedback study
to be favorable to assess customer needs based on the customer
service issues reported due to customer frustration (Fundin &
Bergman 2003). Industry benchmarks indicate that the total
number of consumers who claim they are entirely delighted with
the Clean House of Oz is 42 percent. Forty-seven percent is the
overall number of customers who claim they are happy with the
ease of business.
The total number of clients suggesting that they are planning to
use appliances again is 72 percent. The total number of
consumers suggesting that business is quick is 47 percent. By
sending a one-off survey via email to 300 consumers, a market
survey was conducted. Forty-nine customers answered the
report.
5.5: Email to Assessor

CC:
BCC
Subject: Purpose of the Survey
Attachment: Customer Survey
I hope you are doing well. Based on the customer care problems
found due to consumer dissatisfaction, Oz house Clean has
agreed to use a customer input survey to be constructive to
determine customer needs (Fundin & Bergman 2003). A
consumer survey was conducted by submitting a one-off survey
via email to 300 customers. Forty-nine clients replied to the
report
Thank You
Bikash Thapa
5.6: Folders and files of the Assessment Tasks
BSBCUS501 AT1 2: Customer Service Strategy Planning
Project
2.1 Legislation and Regulations
2.2 Customer service Strategy
2.3 Email to Management team
2.4: Meeting with the Management
2.4.1 Importance of Customer Service as well as Legislation and
Regulations key to Customer Service
2.4.2: Strategies and Actions in the New Customer Service
2.4.3: Importance of Creating a Customer Service Strategy
2.4.4: Manage quality service for customers
2.5: Feedback from the General Manager.
2.7: Email to Management team
BSBCUS501 AT3: Customer Service Delivery Project
3.1: Customer service Analysis
3.2: Customer Service Policy and Procedures
3.3: Research Team Training
3.4: Revise Customer Service Policy and Procedures.
3.5: Email to Management team
BSBCUS501 AT4:

4.1: Complaints Analysis Report
BSBCUS501 AT5: Customer Feedback and Analysis
5.1: Customer Survey
5.2: Customer Survey Report
5.4: Customer Survey Report.
5.6: Folders and files of the Assessment Tasks
BSBMGT517 Student Assessment Tasks V1.0 09-20.docx
Student Assessment Tasks
BSBMGT517 Manage operational plan
Wall Street College Pty Ltd
ABN No: 42 606 344 905
RTO No: 41294 CRICOS Provider No.: 03601F
Melbourne: Level 4, 20 Queen St, Melbourne, VIC 3000
Phone: +61 3 9629 4770 Email:[email protected]
Hobart: Level 2, 27 Elizabeth St, Hobart, TAS 7000
Phone: +61 3 8648 8556 Email:[email protected]
BSBWRT301 Write simple documents Student Assessment
Tasks
WSC V1.0 09-2020 (Review 10-2021) RTOWORKS Quality

Solution
s
BSBMGT517 Manage operational plan
Student Assessment tasks
2 of 52
© 2020 RTO Works<RTO Name and ID>Page 1
Contents
Assessment information3
Assessment instructions4
Student assessment agreement7
Assessment Task 1 Cover Sheet8
Assessment Task 1: Written questions9
Assessment Task 1 Instructions as provided to students11
Assessment Task 1 Checklist12
Assessment Task 2: Develop operational plan project13
Assessment Task 3: Manage acquisition of resources21

Assessment Task 4: Operational planning monitoring and
review project29
Final results record36
Assessment information
The assessment tasks for BSBMGT517 Manage operational plan
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
Written questions
You must correctly answer all questions.
Operations Plan project

You must conduct research on resource requirements, develop
an Operational Plan and consult with stakeholders.
Manage acquisition of resources project
You must manage human resources and equipment requirements
in accordance with organisational policy and procedures.
Monitor and review operational plan project
You must develop a report on operational performance.
Assessment preparation
Please read through this assessment thoroughly before
beginning any tasks. Ask your assessor for clarification if you
have any questions.
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
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.
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.

Assessment instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet
This must be filled out, signed and submitted with your
assessment responses.
If you are submitting hardcopy, the Assessment Task Cover
Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the Assessment
Task Cover Sheet, fill it out, sign it and then scan 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 on the
Assessment Task Cover Sheet giving reasons why. Your
assessor will also discuss this verbally with you and provide
advice on reassessment opportunities as per your RTO’s
reassessment policy.
Depending on the task, this may include
resubmitting incorrect answers to questions (such as written
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
resubmission opportunities if required.
Assessment task instructions
This includes questions you will need to answer or tasks that
you need to complete.
Your answers must be typed 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 information as indicated in the section
called ‘Naming electronic documents’ (see below).
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:

Course identification code
Assessment Task number
Document title (if appropriate)
Student name
Date it was created
For example, BSBMGT517 AT2 Operational Plan Joan Smith
20/10/20.
Icons
Icons are used in task instructions to indicate three of the
common stages within the task.
This icon indicates that you will need to meet with your
assessor (and possibly other students) to complete a meeting or
role play.
This icon indicates that you will need to communicate via email
or send documents to via email.
This icon indicates that you will need to submit an item of
evidence.
This icon indicates all other stages during the task, which may
include research, developing documents, brainstorming ideas
and so on.
Additional resources

You will be provided with the following resources before you
begin each assessment task.
Assessment Task 2:
· Strategic Plan
· Operational Plan Template
· Contingency Plan Template
Assessment Task 3:
· Equipment List
· Recruitment and Selection Policy and Procedures
· Purchasing Policy and Procedures
Assessment Task 4:
· Performance Information
· Operational Performance Report Template
Checklist
This will be used by your assessor to mark your assessment.
Read through this checklist 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 or observing your performance.
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.
Have you read the assessment requirements for this unit?
Yes
No
Do you understand the requirements of the assessments for this
unit?
Yes
No
Do you agree to the way in which you are being assessed
Yes
No
Do you have any specific needs that should be considered
Yes
No
If so, explain these in the space below.
Do you understand your rights to reassessment?
Yes
No
Do you understand your right to appeal the decisions made in an
assessment?
Yes

No
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Assessment Task 1 Cover Sheet
Student declaration
To be filled out and submitted with assessment responses
I declare that this task is all my own work and I have not
cheated or plagiarised the work or colluded with any other
student(s).
I understand that if I am found to have plagiarised, 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
I hereby certify that this student has been assessed by 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
My performance in this assessment task has been discussed and
explained to me.
I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in
the student’s file with the evidence.
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
Access to textbooks and other learning materials.
Computer with Microsoft Office and internet access.
Timing
Your assessor will advise you of the due date of this
assessment.

Submit
Answers to all questions.
Assessment criteria
All questions must be answered correctly in order for you to be
assessed as having completed the task satisfactorily.
Resubmission opportunities
You will be provided feedback on your performance by the
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, the
assessor will explain why, and provide you with written
feedback along with guidance on what you must undertake to
demonstrate satisfactory performance. Reassessment attempt(s)
will be arranged at a later time and date.
decisions if you feel you have been dealt with unfairly or have
other appropriate grounds for an appeal.
You are encouraged to consult with the 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 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
will need to show how two or more things are different,
ensuring you indicate the relevance or the consequences.
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.

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.
Evaluate: when a question asks you to evaluate something, you
should put forward arguments for and against something.
paragraphs long.
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.
Assessment Task 1 Instructions as provided to students
Provide answers to all of the questions below:
Explain the purpose of a Strategic Plan and an Operational Plan,
and the role of an Operational Plan in achieving the
organisation’s objectives.
Explain the difference between an operational plan modelled on
the organisation as a whole and one that has been modelled to
suit a specific organisational goal or department.
Describe two typical methods for developing an Operational
Plan.
Explain the purpose of a budget.
Explain typical budgeting processes.
Explain the purpose of key performance indicators.
List four different approaches to developing key performance
indicators.
Describe the concept of a balanced scorecard as an alternative
approach to measuring business performance through key
performance indicators.

Explain the concept of benchmarking as a way of assessing
business performance.
Provide a definition of a PCBU and outline their key
responsibilities.
Outline the aim and scope of the Fair Work Act 2009.
Explain the purpose of a SWOT analysis and how it can be used
for operational planning.
Explain the purpose of the PEST model and how it can be used
for operational planning.
Assessment Task 1 Checklist
Student’s name:
Did the student provide a sufficient and clear answer that
addresses the suggested answer for the following?
Completed successfully?
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
Question 12
Question 13

Task outcome:
Satisfactory
Not satisfactory
Assessor signature:
Assessor name:
Date:
Assessment Task 2: Develop operational plan project
Task summary
This assessment task requires you in the role of the Operations
Manager for King Edward VII College, to develop an
Operational Plan for the College.
You will then need to consult with and gain approval from the
CEO and management team for the Operational Plan.
This assessment is to be completed in the simulated work
environment in the RTO.
Required
· Access to textbooks and other learning materials
· Computer with Microsoft Office and internet access
· Strategic Plan
· Operational Plan Template

· Contingency Plan Template
Timing
Your assessor will advise you of the due date of these
submissions.
Submit
· Email with draft operational plan and contingency plan
attached
· Email with revised operational plan and contingency plan
attached
Assessment criteria
For your performance to be deemed satisfactory in this
assessment task, you must satisfactorily address all of the
assessment criteria. If part of this task is not satisfactorily
completed, you will be asked to complete further assessment to
demonstrate competence.
assessor will explain why, and provide you with written
feedback along with guidance on what you must undertake to
demonstrate satisfactory performance. Reassessment attempt(s)
will be arranged at a later time and date.

decisions if you feel that you have been dealt with unfairly or
have other appropriate grounds for an appeal.
Complete the following activities:
Carefully read the following scenario.
King Edward VII College has been operating for 5 years. The
College is based in the Melbourne CBD and offers a range of
courses in management, marketing, human resources and
international business and currently has around 500 students
enrolled across all of its courses. Courses are offered at al l
levels from Certificate II to Graduate Diploma. The College is
very popular due to its competitive pricing structure, innovative
teaching methods and state of the art facilities.
The College currently employs 24 staff members that include
the CEO, a Marketing Manager and Marketing Assistant, Human
Resources Manager, Operations and Finance Manager,
Administration Manager, Office Assistant, Receptionist,
Academic Manager, Student Services Officer and approximately
14 trainers.

Due to its success, the College plans to establish two additional
campuses, one in Brisbane and one in Sydney. The plan is for
the Brisbane campus to commence operating in January 2020
and Sydney in April 2020. Ideally campuses will be located
close to the CBD. A maximum rental budget of $500,000 per
annum in Sydney and $400,000 in Brisbane has been allocated.
The desired floor area for each campus is at least 500 square
metres.
With regard to staffing at each campus, the following should be
noted. It is anticipated that initially each campus will require a
receptionist and a student services officer. The receptionist and
student services officer positions will be permanent, full -time
staff. It is anticipated that maximum student numbers at the new
campuses will be up to 60 students per campus in the first 12
months of operations. The College’s requirements for trainers is
that there must be at least 1 trainer per 20 students.
Existing staff at the Melbourne campus will complete all other
staff functions until such time as student numbers increase
substantially. It is expected that this would occur after the first
two years.
The College will also need to purchase a range of office
equipment, as well as furniture for at least 100 students, at each
campus.
Complete the following activities as if you are the Operations

and Finance Manager of King Edward VII College.
1. Develop a draft Operational Plan.
Review the scenario information and the Strategic Plan to
identify all the actions that will need to be completed to achieve
the College’s objectives and be documented in an Operational
Plan.
Use the Operational Plan Template to guide your work.
As a minimum, your Operational Plan must address:
· Renting of suitable commercial properties
· Staffing requirements
· Fitting out of the campus
· Equipment requirements
· Marketing requirements
Research and analyse each of the above resource requirements
associated with the identification and establishment of the two
new campuses. This must include:
· Sources of information for commercial properties
· Staffing requirements and recruitment options
· Fitting out requirements
· Potential suppliers
· Marketing requirements.
Where you identify sources of information with regard to

procuring resources, make sure that you make notes on these for
inclusion in your Operational Plan.
Ensure that all of the resources are clearly documented in your
Operational Plan, including information sources relating to
resources specified.
You need to include timelines and key performance indicators
for all required actions, including how often these will be
measured in order to assess progress.
You do not need to complete the monitoring actions column at
this stage.
Develop a draft Contingency Plan.
As set out in the company’s organisational processes, you are
also required to develop contingency plans to ensure that any
risks to the success of goals of the operational plan are
identified and contingencies are in place should things not go
according to plan.
You must identify risks with the College’s establishment of the
new campuses and plan for contingencies that are specific to the
operational plan strategies and actions that you have developed.
Use the Contingency Plan Template to guide your work.
Send an email to the senior Management Team (your assessor).
English, written in an appropriate (polite, business-like) style.

attachments and request a meeting to discuss and gain approval
for the plans.
Attach your draft operational plan and contingency plan to the
email.
Consult on draft Plans.
This part of the assessment requires you to meet with the senior
management team and discuss the operational plan and
contingency plan that you have developed. The team will be
roleplayed by your assessor and two classmates acting as
colleagues.
Go through each part of your operational plan, explaining the
activities to be completed, resource requirements, timelines and
key performance indicators.
Then outline King Edward VII College’s policies and
procedures that directly relate to your operational plan.
During the meeting, you will need to demonstrate effective
communication skills including:
· Speaking clearly and concisely using appropriate level of
formality and vocabulary
· Speaking to suit the audience
· Using effective non-verbal communication skills to encourage
audience interest
· Responding to questions

· Asking questions to seek feedback
· Use of active listening techniques to confirm and clarify
understanding.
Review your contingency plan with the senior management team
too.
You will receive feedback from the team, which you must
incorporate into your draft plans. Make notes on these
suggested changes.
Update your operational plan and contingency plan.
Update both of your draft plans to incorporate the suggestions
you received at the meeting.
Save these new documents as Revised Operational Plan and
Revised Contingency Plan.
Send an email to the senior Management Team (your assessor).
It should summarise what was discussed at the meeting, then
introduce and summarise the contents of the attachments.
The email text should then request approval of the plans and
permission to move forward with the project.
Attach your Revised Operational Plan and Revised Contingency
Plan to the email.

Student’s name:
Did the student:
Comments
Yes
No
Document all resource requirements in their draft Operational
Plan based on research and analysis and including:
· Renting of suitable commercial properties
· Staffing requirements
· Fitting out of the campus
· Marketing requirements?
Develop an Operational Plan in the template provided,
including:
· Activities commensurate with the scenario requirements and
strategic plan
· All resource requirements

· Timelines in accordance with the scenario
· Appropriate key performance indicators?
Develop a contingency plan that includes risks associated and
contingencies that relate directly to the goals being met of the
operational plan?
Include details of information sources to support resource
requirements documented in the Operational Plan?
Seek specialist advice as required?
Seek approval of plans?
Communicate the plan to the work team?

During the meeting, demonstrate effective communication skills
including:
· Speaking clearly and concisely using appropriate level of
formality and vocabulary
· Speaking to suit the audience
· Using non-verbal communication to assist with understanding
· Asking questions to identify required information
· Responding to questions as required
· Using active listening techniques to confirm understanding?
Task outcome:
· Satisfactory
· Not satisfactory
Assessor signature:
Assessor name:
Date:

Assessment Task 3: Manage acquisition of resources
Task summary
This assessment task requires you to implement the operational
plan by organising human resources and equipment
requirements in accordance with organisational policy and
procedures.
Required
· Equipment List
· Recruitment and Selection Policy and Procedures
· Purchasing Policy and Procedures
Timing
submissions.
Submit
· Email to the CEO x 2
· Email to the Human Resources Manager x 2
· Email to the Administration Team
· Updated Operational Plan
· Induction Program
· Induction policy and Procedures.

Assessment criteria
assessor will explain why, and provide you written feedback
along with guidance on what you must undertake to demonstrate
satisfactory performance. Reassessment attempt(s) will be
arranged at a later time and date.

1. Implement strategies for recruiting staff.
Review the King Edward VII College Recruitment and Selection
Policy and Procedures and implement the actions from your
plan to ensure the required staff are recruited.
This will include liaising with the human resources department
as set out in the Recruitment and Selection Policy and
Procedures to ensure that the required staff are recruited.
This must include:
· Requesting approval of the positions required for the
expansion as per the scenario information for the staff required
(activity 2 below).
· Details of the required positions as per the Recruitment and
Selection Policy and Procedures requirements (activity 3
below).
Send an email to the CEO (your assessor).
It should request approval for the positions, as set out in the
Recruitment and Selection Policy and Procedures.
Send an email to the Human Resources Manager (your
assessor).

It should request details of the new positions, as set out in the
Recruitment and Selection Policy and Procedures.
It also needs to address the issue of intellectual property rights
and responsibilities in relation to the new employees. The new
trainers will be asked to develop some of the training and
assessment content for the new courses and the College wants to
own all the IP of any training resources developed by these new
trainers. Do some research into how this should be handled and
explain to the HR Manager what you would like them to do.
Develop and save the email text as a separate document before
sending the email.
Develop and implement strategies for induction.
When you were reading the Recruitment and Selection Policy
and Procedures, you noticed there was a reference to an
Induction Program and an Induction Policy and Procedures. You
have not seen these before. You speak to the Human Resources
Manager and they admit there is very little in the way of
induction and the documentation is informal at best. They have
been meaning to develop better documents but have been
overwhelmed with other duties.

Develop a set of Induction Policy and Procedures and an
Induction Program so that a quality induction system will be in
place before the new staff start work at King Edward VII
College.
When developing your induction documents, consider the things
that new employees would need to know as part of starting a
new job and those that they would be required to know to ensure
that King Edward VII College is meeting their legal obligations.
It should request approval on your Induction Policy and
Procedures and Induction Checklist.
Implement induction strategies.
Attach your Induction Policy and Procedures and an Induction
Program.
Using your own words, inform the Human Resources Manager
of the following:
· the documents attached and their purpose
· approval has given
· all department/area managers must view them

· checklist must be given to all new employees from now on
· all current staff must complete induction
· managers can speak to you if they have any questions.
Implement strategies for purchasing equipment.
Review the King Edward VII College Purchasing Policy and
Procedures, which has just been developed due to the expansion
of the College.
Also review the Equipment List. This shows what equipment
needs to be purchased for each campus.
Send an email to the Administration Team (your assessor).
It should ensure that the administration team procures the
equipment required for the new campuses.
The email text (about 1 page) should, as a minimum, outline:
· The purpose of the purchasing policy and the need to ensure
that all purchases are made accordingly. You should summarise
the key messages of the policy as per the purchasing principles.
· The required information for purchase of equipment for new
campuses as follows:
· Description of equipment requirement and number and type to

be made as per existing campus, which will include reference to
the attachment.
· Required timelines for the purchase of the equipment.
· Requirement to receive and approve quotes as per purchasing
policy – you should ensure you clearly refer to the procedure
required as relevant to the budget for the equipment.
Attach the Equipment List to the email.
Develop and save the email text as a separate document before
sending the email.
Update the Monitoring Actions section of your Operational
Plan.
Update the Monitoring Actions section of your Operational Plan
based on the actions you have implemented in this assessment
task. Submit to your assessor.
Student’s name:
Did the student:
Comments
Yes
No

Implement actions for recruiting staff, including:
· Requesting approval of the positions required for the
expansion for staff?
· Including details of the required positions as set out in the
Recruitment and Selection Policy and Procedures requirements
Demonstrate understanding of intellectual property
requirements through informing Human Resources that the HR
Manager needs to ensure that trainers’ employment contracts
include a section of the ownership of IP belonging to the
College?
Develop systems/strategies for induction by creating the
missing induction documents?
Implement induction systems/strategies?

Implement actions for purchasing equipment demonstrated
through emails to the administration staff that:
· Confirm purchasing procedures
· Description of equipment requirement, number and type to be
made the same as the existing campus
· Required timelines for the purchase of the equipment
· Requirement to receive and approve quotes as per purchasing
policy, clearly referring to the procedure required as relevant to
the budget for the equipment?
Assessor signature:
Assessor name:
Date:
Assessment Task 4: Operational planning monitoring and
review project
Task summary
This assessment task requires you to monitor and review the
operational performance for King Edward VII College and

provide a report to the CEO.
Required
· Operational Plan from Assessment Task 2
· Performance Information
· Operational Performance Report Template
Timing
submissions.
Submit
· Email memo to all staff
· Email with performance report and screen shot attached
· Email to CEO
· Email to Human Resources Manager
· Mentoring Plan.
Assessment criteria

assessor will explain why, and provide you written feedback
along with guidance on what you must undertake to demonstrate
satisfactory performance. Reassessment attempt(s) will be
arranged at a later time and date.
Carefully read the following.
Assume that both new campuses are now in operation, and
Performance Information is now available for review.
You have been asked to provide a report on the new campuses’
performance to date.
The operational performance report should include a review of

the costs associated with electricity, office supplies, and water,
as a means of assessing the company’s use of resources.
1. Write an operational performance report.
Analyse the Performance Information relating to the new
campuses, including:
Based on your analysis of the Performance Information, develop
a short (approximately 1 page) report to the CEO that includes
the following:
· A financial performance analysis that:
· Calculates the net profit or loss for each campus
· Compares the performance of each campus
· Outlines financial performance based on the profit and loss
figures
· Calculations of variances between actuals and budgeted
expenses, noting that variances of up to and including 10% are
acceptable, and do not need to be reported on.
· Suggestion of variances/recommendations to the Operational
Plan.
Use the Operational Performance Report Template to guide your
work.

It should request approval for the recommendations of change to
the Operational Plan.
You will received an email from your CEO (your assessor)
about your recommendations. In response to their email, you
will need to provide a strong argument on why your
recommendations should be approved.
Send an email memo to all staff (your assessor).
Based on your review of the expenditur e on energy usage as
documented in the Operational Performance Report, develop
and send a memo to all staff with regard to effective and
economical use of resources.
The purpose of the memo is to coach staff in using resources
wisely, so you should include at least 10 simple actions that all
staff can follow to conserve energy.
You may use the following publication to identify suitable
ideas.
https://www.energy.gov.au/household-guides/work
Carefully read the following.

It is two months later. During this time a set of sustainability
procedures has been developed to assist with reducing wastage
across King Edward VII College.
A management meeting uncovers that there are a few staff who
have not taken on the coaching they received about safe,
effective and efficient resource use, let alone taken much note
of the new procedures.
Furthermore, there have been a few incidents recently with
some staff showing practices that are unsafe, and some that are
simply wasteful and lazy. There is concern that the behaviour
and practices of these staff members will start to rub off on the
others, and they will be back at square one.
The Human Resources Manager suggests that a mentoring plan
should be developed so that managers can implement mentoring
arrangements where staff are showing signs of
underperformance in regards to safe and sustainable work
practices. The CEO suggests that they should have at least one
person at each campus who can be considered a ‘go-to-person’
on safe and sustainable practices. This person could be the one
to mentor employees who are not adhering to the College’s
sustainability procedures.
Plan and implement a mentoring plan.

You have been tasked with the job of developing a mentoring
plan. This should be a template that, at a minimum, allows for
the documentation of goals/areas for improvement and the
action that will be taken to achieve them. There must also be
space to document meetings between the mentee and their
mentor.
It should request approval on your Mentoring Plan.
Send an email to the Human Resources Manager (your
assessor).
Attach your Mentoring Plan.
Using your own words, inform the Human Resources Manager
of its approval. You would like the plan to be provided to all
department managers. Managers must identify suitable
‘sustainability champions’ and determine their interest. The
process going ahead with the ‘sustainability champions’ will be
confirmed at the next management meeting (one month from
today’s date).

Take a screen shot of your folder and files.
The final part of this assessment requires you to demonstrate
that you can file all of your records in a logical structure.
Ensure that you have an overall folder for your work, as well as
sub folders if necessary.
All of the documents you have submitted for this assessment
should be correctly named and filed.
The screen shot should show all the folders and documents.
attachment.
Attach your performance report and screen shot to the email.
Student’s name:
Did the student:
Comments
Yes
No

Analyse and report on financial performance including:
· Outlining financial performance based on the figures in the
Operational Performance Report
· Identifying variances higher than 10%
· Comparing the performance of each campus
· Recommending solutions in relation to expenditure items
where variances are higher than 10%?
Evaluate performance based on financial information provided?
Identify areas of underperformance as well as appropriate
actions to address?
Implement actions for addressing underperformance by
identifying and communicating energy resource usage
solutions?

Support staff in the effective use of resources by
communicating energy resource usage information?
Plan and implement systems to mentor staff?
Identify variations to the Operational Plan and seek approval for
variations?
Negotiate/argue the case for recommendations/variances?
Organise and file all documents associated with managing the
Operational Plan?
Task outcome:

· Satisfactory
· Not satisfactory
Assessor signature:
Assessor name:
Date:
Final results record
Student name:
Assessor name:
Date
Final assessment results
Task
Type
Result
Satisfactory
Unsatisfactory

Did not submit
Assessment Task 1
Written questions
S
U
DNS
Assessment Task 2
Operations plan project
S
U
DNS
Assessment Task 3
Manage acquisition of resources project
S
U
DNS
Assessment Task 4
Monitor and review operational plan project
S
U
DNS
Overall unit results
C
NYC

Feedback
· My performance in this unit has been discussed and explained
to me.
· I would like to appeal this assessment decision.
Student signature: Date:
· I hereby certify that this student has been assessed by me and
that the assessment has been carried out according to the
required assessment procedures.
Assessor signature: Date:
WSC V1.0 09-2020 (Review 10-2021) RTOWORKS Quality

1 BSBWOR502 Lead and manage team effectiveness

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