BSBMGT517 Portfolio and presentation 代写
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BSBMGT517 Assessment Task 3 – Portfolio and presentation 1 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
BSBMGT517 Manage operational plan
Assessment 3
Portfolio and presentation
BSBMGT517 Assessment Task 3 – Portfolio and presentation 2 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
Assessment 3- (Portfolio and presentation) Monitor and review operational
performance
Submission details
The Assessment Task is due on the date specified by your trainer. Any variations to
this arrangement must be approved in writing by your trainer.
See task specifications below for details.
You must submit both printed copy and soft copy of your answers.
Submit printed copy of required evidences (your answers) to your Trainer with the
"Assessment Cover Sheet" (Filled out and signed appropriately) attached on top of
your answers.
Upload the softcopy on the eLearning site with appropriate header and footer (Your
name, student id, unit/subject name, assessment no, page no, etc.)
The Trainer/Assessor may further prompt and question in order to receive answers
of appropriate quality or if further clarification required and to validate authenticity
of your submitted work.
Assessment description
In response to a simulated business scenario, and using work completed in
Assessment Task 1, you will develop, monitor and review performance systems,
analyse performance, identify areas of underperformance, take prompt remedial
action and report on operational performance.
In accordance with contingency planning developed in Assessment Task 1, you will
take prompt action to address employee underperformance. In a role-play, you will
coach the employee in accordance with performance management systems.
You will then prepare and present, in a second role-play, a management report
describing the performance system, performance results and recommendations for
changes to operational plans. During the role-play, you will negotiate changes to
operational plans and gain approval for recommendations from the Operations
General Manager (the facilitator/assessor).
BSBMGT517 Assessment Task 3 – Portfolio and presentation 3 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
Task Specifications:
1. Read the simulated BBQfun scenario information provided in Appendix 1 of
this task and in the business documentation provided by your assessor (the
same documentation provided in Assessment Task 1).
2. Prepare a plan for monitoring performance from the start of implementation to
the end of the financial year. You may use the action plan template (provided
in Appendix 2) or create your own plan. Ensure you include plans for
monitoring and/or documenting:
a. budgetary and financial performance
b. productivity performance
c. employee performance in line with performance management policy
d. milestone achievement and performance against targets
e. dates for monitoring activities in line with scenario
f. resources for monitoring
g. progress reporting at the end of each quarter to the Operations General
Manager
h. regular performance management of online staff and lodgement of
records with the HR Manager.
3. Identify areas of employee underperformance, determine possible remedial
actions and prepare to performance manage underperforming employees.
Refer to, follow, or adapt, existing contingency plan for underperforming
employees (developed in Assessment Task 1).
4. Follow your contingency plan and the BBQfun performance management
policy to coach and performance manage an underperforming employee.
Arrange with your assessor to role-play the coaching session. You may wish to
use the performance management plan template and coaching plan template
(provided in Appendices 3 and 4 of this task) to prepare for the coaching
session. Make sure you begin a coaching session with an explanation of your
role as a coach in supporting the employee to meet BBQfun’s organisational
goals.
5. Analyse operational performance as described in scenario, and produce an
operational plan status report based on the information provided in Appendix
BSBMGT517 Assessment Task 3 – Portfolio and presentation 4 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
1.. You may wish to use the Operational Status Report template (provided in
Appendix 5). You will also need to include in your report:
a. a description of budgetary and financial performance
b. a description of productivity performance
c. an analysis of milestone achievement and performance against targets
d. three recommendations for operational improvement.
6. Arrange a time to meet with your assessor to role-play the presentation of your
report to the Operations General Manager and negotiate recommendations –
involving, for example, changes to plans, changes to implementation of plans,
changes to budget, etc. – and seek approval for the implementation of your
recommendations.
7. Submit a portfolio of your implementation documents as outlined in the
specifications below.
Specifications
You must:
● participate in two role-plays:
○ coaching an underperforming employee
○ presentation of report to Operations General Manager
● submit a portfolio that includes:
○ a monitoring plan
○ a contingency plan (amended from Assessment Task 1) for managing
employee underperformance
○ a coaching and performance management plan
○ an operational plan status report, including:
– a description of budgetary and financial performance
– a description of productivity performance
– an analysis of milestone achievement and performance against
targets
BSBMGT517 Assessment Task 3 – Portfolio and presentation 5 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
– three recommendations for operational improvement.
Your assessor will be looking for:
● reading and writing skills to access, interpret and use workplace information
and to write a practical monitoring plan and management report
● oral communication skills to present information in a clear and professional
manner to underperformers and management, listen and comprehend
information and confirm understanding through questioning and active
listening
● planning and organisational skills to take responsibility for monitoring an
operational plan to determine performance against operational goals
● leadership skills to communicate with and motivate underperformers, facilitate
performance management discussions and collaborate to achieve business
outcomes
● numeracy skills to monitor expenditure of financial resources
● knowledge of models and methods for operational plans
● knowledge of the relationship between an operational plan and organisational
objectives
● knowledge of budgeting processes.
Adjustment for distance-based learners
● The role-plays can be adjusted for distance learning. The role-plays for this task
can be varied to take place using Skype conferencing (or any other video
conferencing tool available to both you and the assessor).
● A follow-up interview may be required (at the discretion of the assessor).
● Documentation can be submitted electronically or posted in the mail.
BSBMGT517 Assessment Task 3 – Portfolio and presentation 6 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
Appendix 1: Scenario – e-Commerce performance
monitoring
Background to scenario
The BBQfun Board of Directors and the CEO have decided to implement an e-commerce
strategy to maintain or increase market share and revenue and satisfy customer needs in line
with company strategic directions.
You have been hired as an external consultant to manage operational planning activities for
BBQfun’s e-commerce strategy.
Under the strategy, BBQfun would offer all products in an online store. Stock could be
stored at no extra cost at existing stores. Customers would cover delivery costs.
The BBQfun website now has e-commerce functionality. The website has been redeveloped
to incorporate this functionality in line with relevant technical specifications after you
consulted with specialist managers. Existing infrastructure, such as office and store
configurations, has been adapted to the new strategy. Additionally, assets such as delivery
vehicles have been acquired. New staff has been recruited and existing staff retrained or
informed of the e-commerce strategy and associated operational and performance targets.
All resourcing should have been acquired and operations undertaken in accordance with
relevant external standards, such as legislation and codes of practice, and internal standards,
such as organisational policies and procedures and performance targets.
It is now 1 January 2014. e-Commerce operations are expected to be underway by 1 October
2014.
Scenario task
You will need to plan monitoring activities for ongoing customer service activities, website
maintenance, and revenue generation over the financial year from the start of
implementation.
You will then need to analyse performance data for the second quarter of the financial year.
You will then need to coach an underperforming employee in accordance with the BBQfun
performance management policy and previously developed contingency planning (the
planning developed for Assessment Task 1).
Finally, you will need to prepare and present a report with recommendations for operational
improvement to the Operations General Manager.
BSBMGT517 Assessment Task 3 – Portfolio and presentation 7 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
Note: You may consider the management team of BBQfun including team leaders in
warehouses to be resources for the monitoring of performance. Use description of their roles
in operational planning when assigning responsibilities.
Note: Financial reporting is completed by the CFO at the end of each quarter of the financial
year. Employee performance is gathered by store managers, sales and marketing managers
(online staff) and compiled by the HR Manager at the end of each quarter.
Individual performance data
The following performance data is available for Lee Waters:
KRA Target KPI Result
Quality of
online sales
and service
1% error rate % of informational
or order mistakes
10%
Speed of
service
(online)
<10 minutes per interaction Average time to
completion
20 minutes
Financial $30,000 sales $ sales $20,000
Professional
development
Participate in 2 hours of
sales training per month.
Training hours 0 hours
Organisational performance
Information from the Sales and Marketing Manager
A discussion with the Sales and Marketing Manager has provided you with the following
information.
The Sales and Marketing Manager has been tracking progress against the following key
performance indicators (KPIs):
1. Quality of online sales and service is measured in: % of mistakes made by a customer
service employee when providing information or making an order. The target is 1%.
Currently the rate of mistakes made is 10%.
BSBMGT517 Assessment Task 3 – Portfolio and presentation 8 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
2. Speed of online sales and service is measured in average time to resolve a customer
enquiry. The target is <10 minutes. Currently, the average time to complete an online
enquiry is 20 minutes.
3. Average delivery speed is measured in the average time in days from the order being
made to the customer receiving delivery of the product. The target is three days from
order to delivery. Currently, the average delivery speed is three days.
4. Revenue success is measured in the amount of revenue generated in dollars. The target
is $300,000 in sales per quarter, which would make an $80,000 profit per quarter. In the
second quarter this financial year, we generated $250,000 in revenue, providing a
profit of $40,000 for the quarter.
Further to the KPIs, the Sales and Marketing Manager provides more information on each
area of performance.
Quality of online sales and service:
● Staff not familiar with product line, even after training.
● Staff do not understand CRM (customer relationship management) systems and
ordering processes.
● Staff do not understand product line. Unable to locate information.
● Poor communication lines.
● No job aids or support from management.
● No ongoing performance management as per company policy.
● Low staff morale: complaints of back pain and distractions in environment.
Speed of online sales and service:
● Many customers abort interaction due to length of time for order completion.
● Some extra time taken because of lack of skills and knowledge.
● Some time taken because of poor website maintenance and occasional downtime.
Speed of delivery:
● Driver team leader is exceptional motivator.
● Driver morale is high.
● Driver attendance of routine training and team briefings is at 100%.
Online sales and revenue
BSBMGT517 Assessment Task 3 – Portfolio and presentation 9 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
● Some lack of sales may be due to poor customer service.
● Sales may pick up as awareness of online option through marketing actions increases.
In terms of our key actions, we’re tracking well. The website redevelopment has been
completed on time and to budget. The delivery trucks and forklifts have been acquired and
put into operation on time. In terms of recruitment, staff have been recruited on time, and
the planned training has been completed.
Information from the Chief Finance Officer (CFO)
A discussion with the CFO has provided you with the following information:
The CFO has been tracking progress against the following key performance indicators
(KPIs):
1. Budget success is measured in % overrun/underspend. The target is 0% overrun.
Currently there is a budget overrun of 10%. Cost overruns are due to:
○ wastage from order mistakes and over-stocking due to misuse of system
○ overtime due to overly long customer interactions.
2. The timeline for the e-commerce project is to have the e-commerce activities
implemented by 1 October 2014. Currently the implementation is on track.
In addition to these key performance indicators, we have identified a number of risks that all
need immediate action:
● The training program has not been adequate to cover required skills and knowledge.
Training has been too short and insufficient to be effective.
● Staff are unable to perform roles due to lack of support in job roles and ongoing
training, coaching.
● Website downtime contributes to increased service and sales disruptions.
● Sales continue to perform under target.
On that last risk, I think sales may need to be more closely monitored. Customer needs and
changing market conditions/competition may need to be reassessed and addressed.
BSBMGT517 Assessment Task 3 – Portfolio and presentation 10 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
Appendix 2: Action Plan Template
Milestone: Action and/or objective
(to achieve strategic aims of physical or human resourcing)
Date Person responsible Budget or resources
(where applicable)
BSBMGT517 Assessment Task 3 – Portfolio and presentation 11 |
P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
Appendix 3: Performance management plan template
Name/position: Manager: Review period:
Reference from
operational plan
Key result area Indicator of success/
performance
By
when
Status
report
Manager’s comments:
Signature:
Date:
Staff member’s comments:
Signature:
Date:
BSBMGT517 Assessment Task 3 – Portfolio and presentation 12 |
P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
Appendix 4: Coaching plan template
Employee:
Coach/Manager:
Date of session:
Questions
Goal
Reality
Options
Will
BSBMGT517 Assessment Task 3 – Portfolio and presentation 13 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
Appendix 5: Operational Plan St atus Report template
BBQfun operation plan status report Date:
Plan goal
Implement e-commerce strategy
Department
Operations
Plan objective/s
● redevelop website and acquire physical
resources
● recruit and train staff
● achieve profit targets
● adhere to budget
● adhere to timelines.
Person responsible
Project Officer
Key performance indicators Current status
(Red, Green, Amber)
Comments
BSBMGT517 Assessment Task 3 – Portfolio and presentation 14 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
Key performance indicators Current status
(Red, Green, Amber)
Comments
Key action update
Key action Accomplishments Comments
BSBMGT517 Assessment Task 3 – Portfolio and presentation 15 | P a g e
Updated: June 2015 V 1
Business Institute of Australia
ABN 18 085 304 570 RTO Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
E. info@businessinstitute.edu.au
www.businessinstitute.edu.au
Risk update
Risk Contingency Comments
1.
2.
3.
4.
General comments
