Assessment 1 – Case Study Project Overview and context You receive an email from Mary Johns, Managing Director of Business Operations. Subject: Improving team effectiveness Hello, As we move into the new financial year, we have many challenges to address in order to meet our business goal of 15% growth. One strategy I would like to implement is to improve team effectiveness at the outlet level. Our current approach is to leave the management of outlet teams to the outlet managers. This will still be the case, but I would like all outlet managers to go through a process of documenting the approaches, methods, strategies and plans that they will use in leading and managing their teams. This process of documentation will allow the outlet managers to formalise their approach to team leadership and use this documentation as a framework to evaluate their team leadership performance. It will also allow the organisation, as a whole, to learn what is and isn’t working and to improve our leadership skills. Please refer to the tasks you are required to do. These tasks relate to how you, as the outlet manager, will lead and manage the effectiveness of your team through the implementation of our current operational plan. I look forward to discussing this during our meeting (roleplay) where you will go over your report with me and your team members. Regards, Mary Johns Managing Director: Business Operations Tasks 1. Prepare a briefing document that outlines your understanding of (a) the team purpose, (b) roles, (c) responsibilities and (d) accountabilities in accordance with organisational goals, plans and objectives. This document should be appropriate to distribute to team members as a consultation process to establish a common understanding. 2. Using the Performance and Development Plan template, prepare a six-month performance plan to establish (a) the expected outcomes, (b) outputs, (c) key performance indicators (KPIs) and (d) goals for the retail team. You may need to conduct additional research to determine realistic KPIs. 3. Outline the strategies you will use to support team members to meet their KPIs over the next six months. These strategies should address any formal and informal learning requirements and may be in the form of an action plan. 4. Outline the strategy you will use to ensure team members have an input into the planning, decision- making and operational aspects of their work. 5. Outline the strategies you will use to encourage team members to participate in and to take responsibility for team activities, including communication processes, and to raise any issues or concerns. 6. XYZ currently has no policies or procedures around allowing and encouraging employees to take responsibility for their own work and to assist others to perform their roles and responsibilities within the team. Prepare a draft policy and set of procedures that would achieve this. It may be relevant to utilise information that has already.

1. Assessment 1 – Case Study
Project Overview and context
You receive an email from Mary Johns, Managing Director of
Business Operations.
Subject: Improving team effectiveness Hello,
As we move into the new financial year, we have many
challenges to address in order to meet our business goal of 15%
growth. One strategy I would like to implement is to improve
team effectiveness at the outlet level.
Our current approach is to leave the management of outlet teams
to the outlet managers. This will still be the case, but I would
like all outlet managers to go through a process of documenting
the approaches, methods, strategies and plans that they will use
in leading and managing their teams.
This process of documentation will allow the outlet managers to
formalise their approach to team leadership and use this
documentation as a framework to evaluate their team leadership
performance. It will also allow the organisation, as a whole, to
learn what is and isn’t working and to improve our leadership
skills.
Please refer to the tasks you are required to do. These tasks
relate to how you, as the outlet manager, will lead and manage
the effectiveness of your team through the implementation of
our current operational plan.
I look forward to discussing this during our meeting (roleplay)
where you will go over your report with me and your team
members.
Regards,
Mary Johns
Managing Director: Business Operations
Tasks

2. 1. Prepare a briefing document that outlines your understanding
of (a) the team purpose, (b) roles, (c) responsibilities and (d)
accountabilities in accordance with organisational goals, plans
and objectives.
This document should be appropriate to distribute to team
members as a consultation process to establish a common
understanding.
2. Using the Performance and Development Plan template,
prepare a six-month performance plan to establish (a) the
expected outcomes, (b) outputs, (c) key performance indicators
(KPIs) and (d) goals for the retail team. You may need to
conduct additional research to determine realistic KPIs.
3. Outline the strategies you will use to support team members
to meet their KPIs over the next six months.
These strategies should address any formal and informal
learning requirements and may be in the form of an action plan.
4. Outline the strategy you will use to ensure team members
have an input into the planning, decision- making and
operational aspects of their work.
5. Outline the strategies you will use to encourage team
members to participate in and to take responsibility for team
activities, including communication processes, and to raise any
issues or concerns.
6. XYZ currently has no policies or procedures around allowing
and encouraging employees to take responsibility for their own
work and to assist others to perform their roles and
responsibilities within the team.
Prepare a draft policy and set of procedures that would achieve
this. It may be relevant to utilise information that has already
been documented in completing tasks 1–5 above.
7. For the policy and procedure created above, develop an
implementation and monitoring plan to ensure that team
members take responsibility of own work and assist others to
perform their roles and responsibilities within the team.
8. XYZ currently has a formal feedback process that is
documented in the performance improvement and development

3. plan template. Senior managers feel this process alone is not
appropriate as a mechanism to provide feedback to staff.
Outline the leadership techniques and strategies you would use
to provide feedback to encourage, value and reward the
individual contribution of your team members.
9. XYZ expects its retail outlet managers to lead by example.
Outline three ways you will ensure you serve as a role model
for your team to enhance the XYZ company image among the
stakeholders.
10. Develop a communication plan to share the progress of your
team over the next six months with each of the stakeholder
groups outlined in the current XYZ operational plan. Your plan
should include who you will communicate with, what
information they will receive, the method of the communication
and the frequency of the communication.
11. Outline how you will facilitate a two-way flow of
information on team performance issues between your team and
senior management.
12. One of your team members is concerned that they will not
be able to achieve the KPIs you have set and that they will
probably get sacked. Explain what you will do to address and
resolve their concerns, including referring to and following up
with senior management and other relevant stakeholders.
Note: 12 Arial
Harvard Referencing
Appendix attached needs to be used from one of the task.
No specific word count from each task as long

4. Organisational Chart
Board Of Directors
Managing Director Business Operation: Mary Johns
Chief Executive Officer: Mike Smith
Managing Director Business Operations : Mary Johns
Business Operations Manager: Brad Nicol
Telecom / IT Manager Gina Pett
Project Manager
Project team

5. Telecentre Coordinators
Appendix 3: Performance improvement and development plan
template
Performance relates to an employee’s ability to undertake and
satisfactorily complete the duties of their position description
and their compliance with the XYZ Company code of conduct.
Participants
Employee name
Position
Manager/Supervisor name
Position
Senior manager name
Position
Work area
Review period
Performance improvement period:
From _____/____/_____ to _____/____/_____
Performance will be reviewed:
[fortnightly/weekly] commencing _____/____/_____
Review will be documented in a performance improvement
review report completed by the supervisor/manager
Final review will be conducted on:
_____/____/_____

6. Note: The employee must note that, where performance
expectations are not being met without satisfactory reason, XYZ
Company may commence disciplinary processes, which may
include termination.
Responsibilities
Employee responsibilities:
· Meet the performance expectations outlined in this document.
· Report immediately to the manager/supervisor any
circumstances that may impact the employee’s ability to meet
the expectations.
Manager/supervisor responsibilities:
· Conduct [fortnightly/ weekly] review meetings for duration of
the plan.
· Document progress in a performance review report.
· Provide honest, constructive, timely feedback and reasonable
support on an ongoing basis.
· Identify and provide any additional and reasonable resources,
training and assistance the employee requires to achieve a
satisfactory performance.
Senior manager responsibilities
· Ensure the process identified in this document is adhered to
in accordance with the principles of natural justice, namely:
o
thedecisionmakerisfreefrombias,objectiveandhasnopersonalinter
estinthematterbeing decided
o the employee is advised of the allegations and has the
opportunity to present their case before a decision is made.
· Address any issues that arise from this process.
Performance issue/s being addressed
This section should note the current performance issues that are
to be addressed within the performance improvement plan.

7. Performance expectations and assessment
This section should clearly outline the performance expectations
that need to be achieved (the position description and XYZ
company code of conduct should be used as a minimum
performance standard). The strategies, actions or tasks to
achieve the performance expectations should be realistic, clear
and measurable. The agreed performance indicators, outcomes
and/or time frames should be achievable and monitored during
each review meeting.
Performance expectations
(What needs to be achieved)
Agreed KPIs/Required outcomes
(How are the required outcomes going to be measured)
Time frames
(What is the specific time duration)
Strategies/Actions/Tasks
(How is this outcome going to be achieved, including training,
coaching to be provided)
Signatures:
Employee
Signature
Date
_____/____/_____
Manager/Supervisor
Signature

8. Date
_____/____/_____
Performance improvement review report
Review
Review outcome
Note: Include whether the performance expectations were met
or were below the required expectation. If the performance
expectations were below the requirement, then an explanation
should be included in the review comments.
The performance improvement plan commenced on:
_____/____/_____
Performance expectations
(What needs to be achieved)
Agreed KPIs/Required outcomes
(How are the outcomes measured)
Time frame
(what is the
specific duration)
time
Review comments (Meets expectations/Below expectations)
Employee comments
Review met expectations
Meets expectations – Include in the employee’s performance
appraisal and development plan the agreed actions in the

9. instance that there is a reoccurrence of performance that is
below expectation.
Review did not meet expectations
Below expectations – Disciplinary action may be necessary.
Consult HR.
Signatures
Employee
Signature
Date
_____/____/_____
Manager/Supervisor
Signature
Date
_____/____/_____
Senior manager
Signature
Date
_____/____/_____