Unit Assessment Pack (UAP) - Cover Sheet: Student and Trainer/Assessor Details

Unit Assessment Pack (UAP) – Cover Sheet
Student and Trainer/Assessor Details

Student ID ASLI2436
Student name RAHUL KAPOOR
Course and Unit Details

Course code BSB51915
Course name Diploma of Leadership and Management
Unit code BSBMGT517
Unit name Manage operational plan
Student Declaration
• I certify that the work submitted for this assessment pack is my own. I have clearly referenced
sources used in my submission. I understand that a false declaration is a form of malpractice;
• I have kept a copy of this assessment pack and all relevant notes, attachments, and reference
material that I used in the production of the assessment pack;
• For the purposes of assessment, I give the trainer/assessor of this assessment the permission
to:
o Reproduce this assessment and provide a copy to another member of staff; and
o Take steps to authenticate the assessment, including communicating a copy of this
assessment to a checking service (which may retain a copy of the assessment on its
database for future plagiarism checking).
Student signature: ________________________________
Date: ____/_____/______________
RTO Connect Pty Ltd T/A Australian Study Link Institute

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Assessment Plan
To demonstrate competence in this unit, you must be assessed as satisfactory in each of the
following assessment tasks.
Evidence recorded Evidence Type/ Method of assessment Sufficient evidence

recorded/Outcome
Unit Assessment Task 1 Unit Knowledge Test (UKT) S / NS (First Attempt)

S / NS (Second Attempt)
Unit Assessment Task 2 Unit Project (UP) S / NS (First Attempt)



Final result C/NYC Date assessed
Trainer/Assessor
Signature

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Assessment Conditions
Unit purpose/application
This unit describes the skills and knowledge required to develop and monitor implementation of the
operational plan to provide efficient and effective workplace practices within the organisation’s
productivity and profitability plans.
Management at a strategic level requires systems and procedures to be developed and implemented
to facilitate the organisation’s operational plan.
This unit applies to individuals who manage the work of others and operate within the parameters of
a broader strategic and/or business plan.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
What the student can expect to learn by studying this unit of competency
• Develop operational plan

• Plan and manage resource acquisition
• Monitor and review operational performance
Training and assessment resources required for this unit of competency
The student will have access to the following:

• Learner guide
• PowerPoint presentation
• Unit Assessment Pack (UAP)
• Access to other learning materials such as textbooks
The resources required for these assessment tasks also include:
• Access to a computer, the Internet and word-processing system such as MS Word.
• An operational business environment to implement the learning plan.
• Computer technology and documentation as required.
• Codes of practice and standards issued by government regulators or industry groups.
Submission instructions
Your trainer/assessor will confirm assessment submission details for each assessment task.
Academic integrity, plagiarism and collusion

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Academic Integrity
Academic Integrity is about the honest presentation of your academic work. It means acknowledging
the work of others while developing your own insights, knowledge and ideas.
As a student, you are required to:
• Undertake studies and research responsibly and with honesty and integrity.
• Ensure that academic work is in no way falsified.
• Seek permission to use the work of others, where required.
• Acknowledge the work of others appropriately.
• Take reasonable steps to ensure other students cannot copy or misuse your work.
Plagiarism
Plagiarism means to take and use another person's ideas and or manner of expressing them and to
pass them off as your own by failing to give appropriate acknowledgement. This includes material
sourced from the internet, RTO staff, other students, and from published and unpublished work.
Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used,
which includes:
• Paraphrasingand presenting work or ideas without a reference.
• Copyingworkeither in whole or in part.
• Presenting designs, codes or images as yourownwork.
• Using phrasesand passages verbatim without quotationmarks or referencingtheauthor or
web page.
• Reproducinglecturenotes without proper acknowledgement.
Collusion
Collusion means unauthorised collaboration on assessable work (written, oral or practical) with other
people. This occurs when a student presents group work as their own or as the work of someone
else.
Collusion may be with another RTO student or with individuals or students external to the RTO. This
applies to work assessed by any educational and training body in Australia or overseas.
Collusion occurs when you work without the authorisation of the teaching staff to:
• Workwithone or more peopletoprepareand produce work.
• Allowothersto copy yourwork or share youranswertoan assessment task.
• Allowsomeoneelsetowrite or edityourwork (without rtoapproval).
• Write or edit work for another student.
• Offer to complete work or seekpaymentforcompletingacademicworkforotherstudents.
Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and
academic misconduct in group work please refer to the RTO’s policy on Academic integrity,
plagiarism and collusion.
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Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who
engage in plagiarism and collusion as outlined in RTO’s policy.
Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could
lead to disciplinary action.
Other Important unit specific Information
N/A
Unit outcome
• This unit is not graded and the student must complete and submit all requirements for the
assessment task for this cluster or unit of competency to be deemed competent.
• Students will receive a 'satisfactorily completed' (S) or 'not yet satisfactorily completed (NS)
result for each individual unit assessment task (UAT).
• Final unit result will be recorded as competency achieved/competent (C) or competency not
yet achieved/not yet competent (NYC).
Prerequisite/s
Nil
Co-requisite/s
Nil
Foundation Skills
The Foundation Skills describe those required skills (learning, oral communication, reading, writing,
numeracy, digital technology and employment skills) that are essential to performance. Foundation skills
essential to performance are explicit in the performance criteria of this unit of competency.
Relevant Legislation
• Australian Human Rights Commission Act 1986

• Age Discrimination Act 2004
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• Disability Discrimination Act 1992
• Racial Discrimination Act 1975
• Sex Discrimination Act 1984
• Code of ethics and codes of conduct
• Ethical Principles in the Workplace
• Codes of practice
• The Privacy Act 1988 (Privacy Act) and Australian Privacy Principles (APPs)
• Occupational Health and Safety Act 2004
• Work Health and Safety Act 2011
• Workplace environmental and resource efficiency strategies including organisational policies,
plans and procedures
• Workgroup member responsibilities and duties, and relationship to individual responsibilities
and duties.
Principles of assessment and rules of evidence
All assessment tasks will ensure that the principles of assessment and rules of evidence are adhered
to.
The principles of assessment are that assessment must be valid, fair, flexible, and reliable. The rules
of evidence state that evidence must be sufficient, valid, current and authentic.
AQF Level
AQF levels and the AQF levels criteria are an indication of the relative complexity and/or depth of
achievement and the autonomy required to demonstrate that achievement.
All assessment tasks must ensure compliance with the requirements of AQF level and the AQF level
criteria. For more information, please visit http://www.aqf.edu.au/
Further Information
For further information about this unit go to https://training.gov.au/Training/Details/BSBMGT517
Additional Information
• This information will be managed by the provisions of the Privacy Act and the Freedom of
Information Act.)
• Students are required to satisfactorily complete and submit all assessment tasks that
contribute to the assessment for a unit.
• Students will be provided with one more attempt to complete this Unit assessment pack
(UAP) if trainer/assessor deems them not satisfactorily completed (NS) in any Unit
assessment task (UAT).

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• Unit Pre-Assessment Checklist (UPAC) will be reviewed by the trainer/assessor to ensure
the student is ready for the assessment.
• Feedback regarding this Unit Assessment Pack (UAP) can be emailed to the compliance
and quality assurance department/administration department in your RTO for
continuously improving our assessment and student resources.
Feedback to student
Feedback on students’ assessment performance is a vital element in their learning. Its purpose is to
justify to students how their competency was assessed, as well as to identify and reward specific
qualities in their work, to recommend aspects needing improvement, and to guide students on what
steps to take.
Feedback defines for students what their trainer/assessor thinks is important for a topic or a subject.
At its best, feedback should:
• Be provided for each Unit Assessment Task (UAT)
• Guide students to adapt and adjust their learning strategies
• Guide trainers/assessors to adapt and adjust teaching to accommodate students’ learning
needs
• Be a pivotal feature of learning and assessment design, not an add-on ritual
• Focus on course and unit learning outcomes
• Guide students to become independent and self-reflective learners and their own critics
• Acknowledge the developmental nature of learning.
If students have not received proper feedback, they must speak to compliance and quality assurance
department/administration department in the RTO/person responsible for looking after the quality
and compliance services of the RTO.
For more information, please refer to RTO Student Handbook.

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Unit Pre-Assessment Checklist (UPAC)
UAT 1 – Unit Knowledge Test (UKT)
Purpose of the checklist
The pre-assessment checklist helps students determine if they are ready for assessment. The
trainer/assessor must review the checklist with the student before the student attempts the
assessment task. If any items of the checklist are incomplete or not clear to the student, the
trainer/assessor must provide relevant information to the student to ensure they understand the
requirements of the assessment task. The student must ensure they are ready for the assessment
task before undertaking it.
Section 1: Information forStudents

• Please make sure you have completed the necessary prior learning before attempting this
assessment.
• Please make sure your trainer/assessor clearly explained the assessment process and tasks
to be completed.
• Please make sure you understand what evidence is required to be collected and how.
• Please make sure you know your rights and the Complaints and Appeal process.
• Please make sure you discuss any special needs or reasonable adjustments to be considered
during the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate
these with your trainer/assessor).
• Please make sure that you have access to a computer and the internet (if you prefer to type
the answers).
• Please ensure that you have all the required resources needed to complete this Unit
Assessment Task (UAT).
• Due date of this assessment task is according to your timetable.
• In exceptional (compelling and compassionate) circumstances, an extensionto submit an
assessment can be granted by the trainer/assessor.
• Evidence of the compelling and compassionate circumstances must be provided together
with your request for an extension to submit your assessment work.
• Request for an extension to submit your assessment work must be made before the due date
of this assessment task.
Section 2: Reasonableadjustments
• Students with carer responsibilities, cultural or religious obligations, English as an additional
language, disability etc. can request for reasonable adjustments.
• Please note, academic standards of the unit/course will not be lowered to accommodate the
needs of any student, but there is a requirement to be flexible about the way in which it is
delivered or assessed.
• The Disability Standards for Education requires institutions to take reasonable steps to
enable the student with a disability to participate in education on the same basis as a
student without a disability.

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• Trainer/Assessor must complete the section below “Reasonable Adjustment Strategies
Matrix” to ensure the explanation and correct strategy have been recorded and
implemented.
• Trainer/Assessor must notify the administration/compliance and quality assurance
department for any reasonable adjustments made.
• All evidence and supplementary documentation must be submitted with the assessment
pack to the administration/compliance and quality assurance department.

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Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete)
Category Possible Issue Reasonable Adjustment Strategy

(select as applicable)
◻ LLN ◻ Speaking ◻ Verbal assessment

◻ Reading ◻ Presentations
◻ Writing ◻ Demonstration of a skill
◻ Confidence ◻ Use of diagrams
◻ Use of supporting documents such as wordlists
◻ Non- ◻ Speaking ◻ Use methods that do not require a higher level of
English ◻ Reading language or literacy than is required to perform the job role
Speaking ◻ Writing ◻ Use short sentences that do not contain large amounts of
Background ◻ Cultural information
background ◻ Clarify information by rephrasing, confirm understanding
◻ Confidence ◻ Read any printed information to the student
◻ Use graphics, pictures and colour coding instead of, or to
support, text
◻ Offer to write down, or have someone else write, oral
responses given by the student
◻ Ensure that the time available to complete the
assessment, while meeting enterprise requirements, takes
account of the student’s needs
◻ ◻ Knowledge and ◻ Culturally appropriate training

Indigenous understanding ◻ Explore understanding of concepts and practical
◻ Flexibility application through oral assessment
◻ Services ◻ Flexible delivery
◻ Inappropriate ◻ Using group rather than individual assessments
training and ◻ Assessment through completion of practical tasks in the
assessment field after demonstration of skills and knowledge.
◻ Age ◻ Educational ◻ Make sure font size is not too small
background ◻ Ensure that the time available to complete the
◻ Limited study skills assessment takes account of the student’s needs
◻ Provision of information or course materials in accessible
format.
◻ Changes in teaching practices, e.g. wearing an FM
microphone to enable a student to hear lectures
◻ Supply of specialised equipment or services, e.g. a note-
taker for a student who cannot write
◻ Changes in lecture schedules and arrangements, e.g.
relocating classes to an accessible venue

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◻ Changes to course design, e.g. substituting an assessment
task
◻ Modifications to physical environment, e.g. installing
lever taps, building ramps, installing a lift
◻ ◻ Reading ◻ Discuss with the Student previous learning experience
Educational ◻ Writing ◻ Ensure learning and assessment methods meet the
background ◻ Numeracy student’s individual need
◻ Limited study skills
and/or learning
strategies
◻ Disability ◻ Speaking ◻ Identify the issues
◻ Reading ◻ Create a climate of support
◻ Writing ◻ Ensure access to support that the student has agreed to
◻ Numeracy ◻ Appropriately structure the assessment
◻ Limited study skills ◻ Provide information or course materials in accessible
and/or learning format, e.g. a textbook in braille
strategies ◻ Changes in teaching practices, e.g. wearing an FM
task
Explanation of reasonable adjustments strategy used (If required)

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•
Unit Assessment Task (UAT)

Assessment Task 1 - Unit Knowledge Test (UKT)
Assessment type:
• Written Questions
Assessment task description:

• This is the first (1) unit assessment task you have to successfully complete to be deemed
competent in this unit of competency.
• The Unit Knowledge Test is comprised of twenty (20) written questions.
• You must respond to all questions and submit them to your Trainer/Assessor.
• You must answer all questions to the required level, e.g. provide the number of points, to be
deemed satisfactory in this task
• You will receive your feedback within two weeks - you will be notified by your
Trainer/Assessor when results are available.
Applicable conditions:
• All knowledge tests are untimed and are conducted as open book tests (this means you are
able to refer to your textbook during the test).
• You must read and respond to all questions.
• You may handwrite/use computers to answer the questions.
• You must complete the task independently.
• No marks or grades are allocated for this assessment task. The outcome of the task will be
Satisfactory or Not Satisfactory.
• As you complete this assessment task you are predominately demonstrating your written
skills and knowledge to your trainer/assessor.
• The trainer/assessor may ask you relevant questions on this assessment task to ensure that
this is your own work.
Resubmissions and reattempts:

• Where a student’s answers are deemed not satisfactory after the first attempt, a
resubmission attempt will be allowed.
• You must speak to your Trainer/Assessor if you have any difficulty in completing this task and
require reasonable adjustments (e.g. can be given as an oral assessment).
• For more information, please refer to your RTO Student Handbook.
Location:
• This assessment task may be completed in an independent learning environment.
• Your trainer/assessor will provide you further information regarding the location for
completing this assessment task.
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Instructions for answering written questions:
• Complete a written assessment consisting of a series of questions.
• You will be required to correctly answer all the questions.
• Do not start answering questions without understanding what is required from you. Read the
questions carefully and critically analyse them for a few seconds, this will help you to identify
what is really needed.
• Your answers must demonstrate an understanding and application of relevant concepts,
critical thinking, and good writing skills.
• Be concise to the point and write answers according to the given word-limit to each question
and do not provide irrelevant information. Be careful, quantity is not quality.
• Be careful to use non-discriminatory language. The language used should not devalue,
demean, or exclude individuals or groups on the basis of attributes such as gender, disability,
culture, race, religion, sexual preference or age. Gender inclusive language should be used.
• When you quote, paraphrase, summarise or copy information from the sources you are using
to write your answers/research your work, you must always acknowledge the source.
How your trainer/assessor will assess your work?

• This assessment task requires the student to answer all the questions.
• Answers must demonstrate the student’s understanding and knowledge of the unit.
• If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C).
• If at least one of the assessment task is deemed Not Satisfactory (NS), then the unit outcome
is Not Yet Competent (NYC).
• Once all assessment tasks allocated to this Unit of Competency have been undertaken,
trainer/assessor will complete an Assessment plan to record the unit outcome. The outcome
will be either Competent (C) or Not Yet Competent (NYC).
• The “Assessment Plan” is available with the Unit Assessment Pack (UAP) – Cover Sheet.
Purpose of the assessment task:

This assessment task is designed to evaluate student’s knowledge essential to manage operational
plan & knowledge regarding the following:
• Knowledge todevelop an operational plan in consultation with relevant personnel after
researching, evaluating and recording resource requirements.
• Knowledge to establish and apply consultation process as an integral part of the operational
plan.
• Knowledge to ensure the operational plan includes key performance indicators and the
establishment of the resources is supported by a variety of information sources and if
required obtain specialist advice.
• Knowledge to establish contingency plans for the operational plan.
• Knowledge to seek approval of the plan from the relevant authorities.
• Knowledge to establish and apply strategies to ensure physical resources and services are
acquired and new employees are recruited as per the organisational procedures.
• Knowledge to identify the intellectual property rights and responsibilities in recruitment and
acquisition of resources and services.
• Knowledge to establish and monitor performance systems and processes to assess progress
of the operational plan in achieving profitability.
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• Knowledge to evaluate budget and financial information to monitor profit and productivity
performance.
• Knowledge to specify the areas of underperformance and suggest possible solutions.
• Knowledge to apply systems to make sure that mentoring and coaching are provided to
support individuals and teams.
• Knowledge to negotiate recommendations for variations to operational plans and establish
and apply systems to ensure that procedures and records associated with documenting
performance are managed as per the organisational requirements.
• Knowledge to read, collect, review, interpret/understand and analyse/review text-based
business information from a range/number of sources.
• Written knowledge to organise and deliver information effectively in managing project scope
to a range of stakeholders/interested people.
• Knowledge to analyse relevant/appropriate information to identify scope/range of work,
goals, and objectives and to evaluate/review options/other choices.
• Knowledge to use familiar/known digital technology to access/get to information, document
findings/results and communicate them to stakeholders.

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Assessment Task 1 - Unit Knowledge Test (UKT)
Instructions:
• This is an individual assessment.
• The purpose of this assessment task is to assess the students’ knowledge essential to
manage operational plan in a range of contexts and industry settings.
• To make full and satisfactory responses you should consult a range of learning resources,
other information such as handouts and textbooks, learners’ resources and slides.
• All questions must be answered in order to gain competency for this assessment.
• You may attach a separate sheet if required.
• You must include the following particulars in the footer section of each page of the attached
sheets:
o Student ID or Student Name
o Unit ID or Unit Code
o Course ID or Course Code
o Trainer and assessor name
o Page numbers
• You must staple the loose sheets together along with the cover page.
• You must attach the loose sheets chronologically as per the page numbers.
• Correction fluid and tape are not permitted. Please do any corrections by striking through
the incorrect words with one or two lines and rewriting the correct words.
Resources required to complete the assessment task:
• Computer
• Internet
• MS Word
• Printer or e-printer
• Adobe acrobat/reader
• Learning management system

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Questions:
Question 1: Explain in your own words, the following models and methods of Strategic Planning:
a. Issue- or Goal-Based Strategic Planning Model
b. Scenario Strategic Planning Model
c. Alignment Strategic Planning Model
Write 50-100 words for each.
a. Goal based strategic planning Model is done by reviewing the company’s

mission, vision and values. This model focuses on the major opportunities
and challenges facing a company and also evaluated the external
environment in which the company operates like the markets, the
customers, economic forces, governmental regulation, demographics and
more.
b. Scenario Strategic planning Model is also called scenario analysis is a
strategic planning method used to make adjustable or long-term flexible
plans .However, It is a method with which companies can form an idea of
possible future scenarios and how these may affect their strategic
objectives. Every organization knows what it needs to be aware of and which
decisions will work to its advantage.
c. Alignment Strategic Planning Model helps to create a strong alignment
between a business resources and mission. This model can be a used to fine
tune objectives of company and determine why their goals are not being
achieved as planned. It also help to establish the overall goal for the
alignment.
Question 2: Answer the following:

a. What is the purpose of an operational plan in achieving the organisation’s plan?
Write your answer in 50-100 words.
b. How does the operational plan of an organization impact on different areas of the
business? Write your answer in 50-100 words.

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a. The purpose of the operational plan is to provide framework for a
company’s day to day operations like outlines the activities and
targets which the company will carry out in order to work towards
achieving the aims and objectives. The operational plan is a plan for
the implementation of strategies contained within the Strategic Plan.
b. The operational plan helps to set the goals of the company or
organization and achieve target. It describes the nature, sale and
marketing strategy of the business and also it is a good step by step
guide for successfully business. This business have a positive
influence on different areas of the business and targets. This plan
doesn’t mean to securing financing besides that it is good step guide
to running your business.,

a. Define the budgeting process. Write your answer in 50-100 words.
b. Explain the purpose of operational budgeting. Write your answer in 50-100 words.
c. Compare and contrast the Top-Down Versus Bottom-Up budgeting processes. Write
your answer in 150-200 words.

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a). Budgeting process is a process to keep track of the expenditures and income. It serves as
a monitoring and controlling method in order to manage the finances of a business and
other important activities of budgeting process are forecasting and evaluating the financial
goals. This budget makes sure that all the money is being spent in the right direction and
financial goals are attained.
b). The purpose of operational budgeting is to looks at all the costs associated with the
operation of the business. It is also used to maintain the functions of a business venture or
public organization. A budget is a way of being intentional about the way you spend and
save our money. This services don’t contribute to attaining your financial goals.
c). Top- Down budgeting process involves senior management team developing a high
level budget for the entire company. This term also appear in many areas of business,
finance, investing and economics. These components will usually be the driving force for
the end goal. These are the practices followed by serval industries to achieve the end result.
On the other hand Bottom-Up budgeting process starts in the individual departments where
managers create a budget. This factor often include things like the federal funds rate,
unemployment rates, global and country specific gross domestic product and inflation rates.
This seed implementation is one where the lower level routines are written then linked
together to form a complete system. It helps align the project goals with the organization
strategies goals in upper management level.

a. Prepare a list of four (4) alternative approaches to be used to develop key
performance indicators to meet business objectives.
b. Explain any two (2) approaches discussed in part ‘a’. Write your answer in 50-100
words.
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a. List of four alternative approaches to be used to develop key performance
indicators to meet business objectives-:
 Strategies (top down) approach
 Operational (Bottom up) approach
 Leading Indicators
 Lagging Indicators
Leading Indicators :- This is any economic factor that changes to rest of the economy to the
particular direction. It help to market observes and policymakers predict to change the economy and
sometime are not accurate. These are useful as short term predictors of the economy. Stock market
returns are a leading indicators. And other leading indicators include the consumer expectations ,
building permits and money supply.
Lagging Indicators :-

a. What laws should organizations comply with when managing operational plans?
b. Outline any four (4) broad areas of legislation that apply to nearly all Australian
organizations when implementing and managing operational plans. Write your
answer in 200-250 words.

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a) What laws should organisations comply managing operational plan: Do you know if
your business needs to comply with the privacy act is the intellectual property of your products
protected are you aware of the legal obligations of employing people one of the first things you
need to know when you’re starting out is what laws apply to your new business as small
business owner you’ll know that being legally compliant relies on being aware of rules and
regulations you may wish to consult a legal professional for advice on what you must comply
with such as licences and registrations contracts and leases.
b) Broad areas of legislation: whole government sources including legislation , policies,

standards, advice and guidance that impact on the information and records
management responsibilities of most commonwealth entities the sources identify
regulatory and sound records management practices which enable agencies to meet
legislative requirements and community expectations and to promote accountability and
transparency of government decisions and actions the Australian national audit office
recommended in its recordkeeping including the management of electronic records
report that the archives publish details of the legislation, policies, standards and
guidance that impact on entities recordkeeping responsibilities this list addresses that
recommendation and provides details of whole of government sources which outline
various records management responsibilities the sources identified in consultation with
other Australian government agencies ( a) Legislation legislative instrument and
standing orders ( b) whole of government policies and strategies ( c) records and
information management standards and authorities ( d ) guidance and advice
1)Mandatory: legislation/legislative instruments and standing orders
2) Required practice: agencies must be aware of and implement to the level

required the requirements of the relevant policy standard guideline
3) Recommended good practice : agencies are not obliged to comply and may
adopt the advice as best suits their needs however agencies are strongly
recommended to follow to the extent needed the advice in these products
4)Information resource : agencies may benefit by consulting this material which may
provide information on records management issues and requirements

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a. Explain the purpose of workplace policies and procedures. Write your answer in a
single sentence.
b. Outline any four (4) organization’s policies, practices and procedures that directly
relate to the operational plan. Write your answer in 200-250 words.
a)Explain the purpose of workplace policies and procedures: Policies and

procedures are designed to influence and determine all major decisions and
actions and all activities take place within the boundaries set by them procedures
are the specific methods employed to express policies in action in day to day
operations of the organization
b) outline any four organisations policies and procedures that directly relate to the
operational plan:
1) personnel practices.
2)complaints and disputes procedures.
3)case management procedures.
4)occupational health and safety procedures
a)personnel practices: personnel practices are a set of conditions and measures

followed by employees especially front line production personnel to prevent
contamination to food products.
b)complaints and disputes procedures: making a complaint to us complaint means

an expression of dissatisfaction made to us by you related to our covered services
or the complaint handling process itself where a response or resolution is explicitly

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or implicitly expected.
c) case management procedures:
screening
assessing
stratifying risk
planning
implementing
following-up
transitioning
communication post transition
d)occupational health and safety procedures: one your most important

responsibilities is to protect your health safety as well as that of your co-workers

a. Explain the key components of a complete operational plan. Write your answer in
50-100 words.
b. Who should be consulted when preparing an operational plan? Write your answer
in 50-100 words.
a. There are many key components of a complete operational plan like clear

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objectives, activities to be delivered, quality standards, key targets and key
performance indicators, risk management plan, staffing and resource
requirements and implementation timetables.
b. Consultancy is key ingredient of the operational plan. Consultation is an
active process in which organization management opens formal and
informal communication channels between the organization and its
stakeholders. Organizations exist to create value for stakeholder and
consultation is a process by which the management of the organization aims
to better understand the needs , wants and expectations of customers so
that value can be created.
a.
Question 8: Why is it important to develop consultation processes as an integral part of the

operational planning process? Write your answer in 100-150 words.
The process of consultation is an extremely important concept in the context of

managing an organization. Organizations exist to create value for stakeholders and
consultation is a process by which the management of the organization aims to
better understand the needs and expectations of stakeholders so that value can be
created. Consultation is an active process in which organization management opens
formal and informal communication channels between the organization and its
stakeholder. The purpose of consultation is to invite stakeholders to provide advice
to the management of the organization about their needs so that they make a plan
according to their needs. Moreover, to quell any criticism that organization
management have not taken account of or any listening to the needs of stakeholders
in developing strategic and operational plans.

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a. What are the key points to consider when creating a contingency plan? Write your
answer in 50-100 words.
b. Prepare a list of three (3) steps to be implemented to develop a contingency plan.
a. A contingency plan is essentially a well articulated plan that can

ensure your small business continues to function even in the face of
minor to severe setbacks. There are many key points to create a
contingency plan-:
1. Identify the key risks
2. Prioritize the risks
3. Create a backup plan
4. Share the plan
5. Maintain the plan
6. 3 inventory management strategies that reduce
administrative work by 40%
b. The three steps to be implemented to develop a contingency plan:-

1. Analyse risks- To begin, we need to list out all of the possible
events that could disrupt operations.
2. Determine the likelihood and impact of risks.
3. Develop a process for each item.

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Question 10: Why is it important to collect a variety of alternative options to support your proposal
when developing an operation plan? Write in 50-100 words.
Plenty of alternative options: There are three major types of planning which include tactical,
operational and strategic planning a fourth type of planning known as contingency planning is an
alternative course of action which can be implemented if and when an original plan fails to produce
the anticipated result.
a) Tactical planning: lets offer a 20% discount to more sales in this month a tactical decision is
made in isolation it is short term focused and does not take into account the overall business or
other factors.
b) Operational planning: lets offer a 20% discount that we can offer via email implemented via a
discount cade to be redeemed online and a barcode and promo code that can be used in our stores
canned at the point of sale lets allow customers to use the discount many times over the month so
a unique code is not needed.
c) strategic planning: we wanted to offer a discount but we are selling a premium brand while a
discount may bring in customers this month it will erode the value of our brand instead we should
be doing marketing that promotes the quality and uniqueness of our products.

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Question 11: You have prepared an operational plan for your organisation. The next step is to get it
approved. Explain in your own words, how will you make sure that the authorities are impressed
and give approval for the implementation of your operational plan? Write your answer in 50-100
words.
The purpose of an operational plan is to provide organization personnel with a clear picture of
their tasks and responsibilities in line with the goals and objectives contained within the
strategic plan. Basically, the operational plan is a plan for the implementation of strategies
contained within the strategic plan. There are some key points to ensure for successful
implementation-:
1. Communicate the strategy to everyone in your
organization.
2. Involve your staff in the development of the plan.
3. Assign your staff clear goals that tap into their strengths.
4. Have your staff create the action items to support their
assigned goals.

a. Why is it important to have recruitment policy and procedures at workplace as part
of an operational plan? Write your answer in 30-50 words.
b. Prepare a list of five (5) factors that affect the recruitment policy of an organisation.

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a. Workplace policies establish boundaries, guidelines, and best
practices for acceptable behavior at business. The purpose of
policies such as these is they allow you to communicate to
your employees the way you expect them to behave on the
job.
b. List of five (5) factors that affect the recruitment policy of an
organization-:
1. Human resource planning
2. Cost involved in recruitment
3. Growth and Expansion
4. Supply and demand
5. Labor market

a. Prepare a list of any three (3) policies and procedures that need to be followed at the
workplace for acquiring physical resources.
b. Document a strategy that organisations use to efficiently acquire physical resources.
1.Employers often provide employees with hand boos, policies and procedures which regulate
workplace matters such as
. Work Health and safety
. anti-discrimination
.Equal employment opportunity
2.Within my organization, the methods used for acquiring
physical resources and services are specific order forms
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that need to be completed when ordering. Using these
forms, we reduce the time and cost involved in administering
the purchasing process. Also, these forms and the process for
completing them should be documented as part of the
Policy and Procedures Manual. Moreover, design a simple
checklist that could be used with in their organization for
checking the quality and quantity of the product. While try the
allocate the resources it help to use like human resources help
to achieve the goals in future term.
Question 14: Why is it important to incorporate requirements for intellectual property rights and
responsibilities in the contract when employing an independent contractor? Write your answer in
30-50 words.
The main purpose of intellectual property right is to encourage the creation of a wide
variety of intellectual goods for consumers. To achieve this, the law gives people and
businesses property rights to the information and intellectual goods they create, usually for
a limited period of time. Clients do not typically withhold federal, state, social security and
Medicare taxes on payments. The independent contractor is responsible for filling and
paying taxes on income earned from a client.

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a. What is the definition of a Performance management system? Write your answer in
30-50 words.
b. Prepare a list of components to be included in performance management systems.
c. What are the responsibilities of managers/supervisors in the implementation and
monitoring of performance management systems? Identify and list any five (5).
a. Performance management system is the systematic approach to measure

the performance of employees. It is a process through which the
organization aligns their mission, goals and objectives with available
resources, systems and set the priorities.
b. Components to be included in performance management systems are -:
1. Performance planning
2. Ongoing performance communication
3. Data gathering, observation and documentation
4. Performance appraisal meetings
5. Performance diagnosis and coaching.
b. Managers are expected to develop a high performance culture in an
organization-:
1. By communicating an organization’s mission and values to its customers and

employees.
2. By clearly defining the work expectations and communicating to everyone for
ensuring success in the achievement of business goals and facilitating an overall
performance improvement.
3. By keeping the employees informed about their progress towards the achievement of
goals and suggesting corrective actions for non-achievement of performance.
4. By establishing a shared belief amongst the employees regarding the importance of
continuous improvement in performance.
1. 5. By providing leadership from the top.
c. The manager is responsible for overseeing and leading the work of a group of
people in many instances. The manager is also responsible for planning and
maintaining work systems, procedures, and policies that enable and encourage
the optimum performance of its people and other resources within a business
unit. There are the five responsibilities of Manager.
 Putting the right talent in the right place
 Guiding and directing Activities
 Controlling success systems

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 Manage the work loads
 Day to day report send to the directors

a. How can operating budgets be monitored? Write your answer in 50-70 words.
b. What are the key issues that need consideration when auditing a budget? Identify
and prepare a list of any five (5).
a. Monitoring the budget is important to ensure that the financial,

operational and capital plans that were developed and approved for
implementation as part of the budget processes are being
implemented. Budget monitoring can be done by-
1. Revenues
2. Expenditures
3. Operations
4. Capital
5. Economic trends
6. Performance measures
b. The main objectives of budget are to provide a realistic estimate of
income and expenses for a period and of the financial position at the
close of the period and to provide a coordinated plan of action which is
design to achieve the estimates reflected in the budget. The main key
issues that need consideration when auditing a budget-:
1. Planning-most one time budgets have constraints.
2. Strategy- before you know what to budget, you must know why you are
budgeting.
3. Communication
4. Feedback
5. Preparing

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Question 17: Explain the following two methods of budget analysis:
a. Horizontal analysis
b. Vertical analysis
Write 50-100 words for each.
A. Horizontal analysis is used in financial statement analysis to compare historical data such
as ratio or line items, over a number of accounting periods. Horizontal analysis can be
manipulated to make the current period look better if specific historical periods of poor
performance are chosen as a comparison.
B. Vertical analysis is a method of financial statement analysis in which each line item is
listed as a percentage of a base figure within the statement. Vertical analysis makes it much
easier to compare the financial statements of one company with another and across industries

a. Describe the steps that can be implemented when coaching an individual team
member. Write your answer in 100-150 words.
b. Prepare a list of steps to be implemented to provide mentoring to team members.
a. The steps that can be implemented when coaching an individual team

member-:
1. Explain- clearly describe why something needs to
change. Be proactive by answering the fundamental
questions employees ask. Clearly explain to the team
member how his or her performance affects the team.
2. Ask- Confirm that employee understands. Don’t
proceed until you and the employee are both perfectly
clear.
3. Involve- Discuss ideas for potential solutions and
approaches.
4. Appreciate- Look for things they are doing well and
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encourage them.
b. Steps to be implemented to provide mentoring to team members-:
1. Build an authentic connection. A critical step to
becoming a great mentor is making your mentee feel
comfortable.
2. Recognize their strengths. As a monitor it is your duty
to help your mentees reach full potential.
3. Earn their trust.
4. Identify and Pursue stretch goals.
Question 19: What is the role of performance monitoring in negotiating variations to operational
plans. (50-100 Words)
Effective performance monitoring enables continual risk management in the

operational plan process. Monitoring of the plan and the identification of areas that
require adjustment or reassessment can ensure that goals are achieved and KPI’s are
met. It is a set of activities that ensure goals are met in an effective and efficient manner.
It can focus on the performance of an organization, a department, an employee, or the
processes in place to manage particular tasks. Performance management standards are
generally organized and disseminated by senior leadership at an organization

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Question 20: Why is it necessary to document the operations plan performance in line with the
organisational procedures? Write your answer in 50-100 words.
The purpose of the operational plan is to provide organization personnel with a clear picture
of their tasks and responsibilities in line with the goals and objectives contained within the
strategic plan. Basically, the operational plan is a plan for the implementation of strategies
contained within the strategic plan. It is a management tool that facilitates the coordination
of the organization’s resources so that goals and objectives in the strategic plan can be
achieved.

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Unit Assessment Result Sheet (UARS)
Assessment Task 1 – Unit Knowledge Test (UKT)
Unit code BSBMGT517
Outcome of Unit First attempt:

Assessment Task (UAT)
Outcome (please make suretotickthe correct checkbox):

Satisfactory (S) ☐ or NotSatisfactory (NS) ☐
Date: _______(day)/ _______(month)/ ____________(year)
Second attempt:

Satisfactory (S) ☐ or Not Satisfactory (NS) ☐
Feedback to Student • First attempt:
• Second attempt:

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Student Declaration • I declare that the answers I have provided are my own work.
Where I have accessed information from other sources, I have
provided references and or links to my sources.
• I have kept a copy of all relevant notes and reference material
that I used as part of my submission.
• I have provided references for all sources where the
information is not my own. I understand the consequences of
falsifying documentation and plagiarism. I understand how the
assessment is structured. I accept that all work I submit must
be verifiable as my own.
• I understand that if I disagree with the assessment outcome, I
can appeal the assessment process, and either re-submit
additional evidence undertake gap training and or have my
submission re-assessed.
• All appeal options have been explained to me.
Student Signature
Date
Trainer/Assessor Name
Trainer/Assessor I hold:
Declaration
☑ Vocational competencies at least to the level being delivered
☑ Current relevant industry skills
☑ Current knowledge and skills in VET, and undertake
☑ Ongoing professional development in VET
I declare that I have conducted an assessment of this candidate’s

submission. The assessment tasks were deemed current, sufficient,
valid and reliable. I declare that I have conducted a fair, valid, reliable,
and flexible assessment. I have provided feedback to the above-
named candidate.
Trainer/Assessor Signature
Date
Office Use Only Outcome of Assessment has been entered onto the Student

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Management System on _________________ (insert date)
by (insert Name) __________________________________

UAT 2 – Unit Project (UP)
task before undertaking it.Section 1: Information forStudents
assessment.
to be completed.
the answers).

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implemented.


◻ Non- ◻ Speaking ◻ Use methods that do not require a higher level of

English ◻ Reading language or literacy than is required to perform the job role
support, text
◻ Ensure that the time available to complete the
assessment, while meeting enterprise requirements, takes
account of the student’s needs
◻ ◻ Knowledge and ◻ Culturally appropriate training

Indigenous understanding ◻ Explore understanding of concepts and practical
◻ Flexibility application through oral assessment

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background ◻ Ensure that the time available to complete the
◻ Limited study skills assessment takes account of the student’s needs
format.
task
and/or learning
strategies
◻ Limited study skills ◻ Provide information or course materials in accessible
and/or learning format, e.g. a text book in braille
◻ Supply of specialised equipment or services, e.g. a note
task

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Assessment Task 2 – Unit Project (UP)
Assessment type
• Unit Project (UP) – Develop operational plan

• This is the second (2) assessment task you have to successfully complete to be deemed
competent in this unit of competency.
• You are required to develop operational plan in this assessment task.
• There are four (4) tasks to be completed in this assessment:
A. Consultation with Human Resource Manager and Technology Consultant
B. Develop operational plan
C. Prepare contingency plan.
D. Develop proposal for resource requirements.
• You must complete all the four tasks in order to successfully complete this project.
• You will receive your feedback within two weeks - you will be notified by your
trainer/assessor when results are available.
• You must attempt all activities of the project for your trainer/assessor to assess your
competency in this assessment task.
• This project is untimed and are conducted as open book tests (this means you are able to
refer to your textbook).
• You must read and respond to all criteria of the project.
• You may handwrite/use computers to answer the criteria of the project.
• As you complete this assessment task you are predominately demonstrating your practical
skills, techniques and knowledge to your trainer/assessor.
• The trainer/assessor may ask you relevant questions on this assessment task to ensure that
this is your own work.

• Where a student’s answers are deemed not satisfactory after the first attempt, a
resubmission attempt will be allowed.
Location:
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• This assessment task may be completed in an independent learning environment or learning
management system.
• Your trainer/assessor will provide you further information regarding the location of
completing this assessment task.
General Instructions for attempting the project:

• You will complete a set of tasks in this assessment task.
• You will be required to correctly attempt all activities of this assessment task.
• Answers must demonstrate an understanding and application of relevant concepts, critical
thinking, and good writing skills.
• You must concise to the point and write answers according to the given word-limit to each
question and do not provide irrelevant information.
• You must use non-discriminatory language. The language used should not devalue, demean,
or exclude individuals or groups on the basis of attributes such as gender, disability, culture,
race, religion, sexual preference or age. Gender inclusive language should be used.
• This assessment task requires the student to develop an operational plan.
• Answers must demonstrate the student’s understanding and skills of the unit.
• You will be assessed according to the provided performance checklist/ performance criteria.
• Assessment objectives/ measurable learning outcome(s) are attached as performance
checklist/ performance criteria with this assessment task to ensure that you have
successfully completed and submitted the assessment task.

This assessment task is designed to evaluate your following skills and abilities:
• Skills to develop an operational plan in consultation with relevant personnel after
researching, evaluating and recording resource requirements.
• Skills to establish and apply consultation process as an integral part of the operational plan.
• Skills to ensure the operational plan includes key performance indicators and the
establishment of the resources is supported by a variety of information sources and if
required obtain specialist advice.
• Skills to establish contingency plans for the operational plan.
• Skills to seek approval of the plan from the relevant authorities.
• Reading skills to collect, review, interpret/understand and analyse/review text-based

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• Written and oral/speech communication skills to organise and deliver information to
effectively communicate on managing operational plan to a range of stakeholders/interested
people.
• Skills to work independently/freely as well as collaboratively/together to make decisions.
• Skills to analyse relevant/appropriate information to identify scope/range of work, goals, and
objectives and to evaluate/review options/other choices.
• Skills to use familiar/known digital technology to access/get to information, document
findings/results and communicate them to stakeholders.

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Assessment Instructions
• This assessment task requires student to take on the role of “External Consultant” at North
Wharf.
• There are four (4) tasks to be completed in this assessment:
A. Consultation with Human Resource Manager and Technology Consultant
B. Develop operational plan
C. Prepare contingency plan.
D. Develop proposal for resource requirements.
• You will manage operational planning activities for e-commerce strategy in this assessment
task.
• You must read the Business plan provided along with this unit.
• Time-limit to complete part A of this assessment task is 10-15 minutes.
• You must prepare 8-10 presentation slides for part D of this assessment task.
• You must use the templates provided to document their response.
sheets:
o Page numbers
• Computer
• Internet
• MS Word

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Project:
The scenario - Summary
Background to scenario
The “North Wharf” board of Directors along with the CEO of the company have made a decision to
implement an e-commerce strategy which will be used to maintain and grow market share and
revenue. This strategy will also ensure that customer satisfaction is as per the company’s strategic
directions.
The company has engaged you as an “ExternalConsultant” to manage the operational planning
activities that will need to be put in place before the e-commerce strategy can be implemented and
the online business can commence.
E-Commerce strategy
• All products will be offered via an online store.
• All stock will be stored at existing stores in the different states at no additional cost
• Delivery costs will be covered by the customers.
The website of the company needs to be re-developed so that it is functional with the online store.
The company also needs to buy the delivery vehicles. Based on the research, the company has
decided that one delivery truck will be required for 50 sales a day. The company is expecting to make
500 sales a day. If the trucks are bought, then the company needs to recruit 10 drivers. Another
alternative would be to sub-contract the deliveries to independent drivers who would use their own
trucks.
Additional staff are required to be recruited for the expansion and to implement this new business
strategy.
Existing staff will need to be trained to implement the changes that will occur in the company as
none of the employees have previous online retail skills.
KPI’s needs to be set up for the implementation of the e-learning strategy.
Following is the summary of the current human resources at the Melbourne office:

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● Employees:
○ 30 full-time and casual sales and customer service people, check-out staff
trained in use of POS – integrated with ERP (enterprise resource planning) and
CRM (customer relationship management) software system
○ Senior management team (five) + one store manager
○ Four sales team leaders
○ One delivery truck driver
○ One warehouse worker.
Amendments to existing budgets have been approved. The project must be implemented over the
next 12 months.
Part A:
You are the External Consultant, and your task is to determine the physical and human resource
requirements.
You must review the attached “Business plan” and undertake preliminary research on the
implementation of an e-commerce strategy. In doing so you must consult with the Human Resource
Manager and the Technology Consultant.
The role of the Human Resource Manager and Technology Consultant will be played by your
trainer/assessor. Your trainer/assessor will switch the roles based on the requirements of the task.
During the consultation, you must ask questions and encourage the staff members to provide
information.
Inyour consultation with the Human Resource Manager, you are required to identify the following:
• The staff requirements for the Online Sales and any additional Customer Services staff
members
• Training costs
• Delivery drivers required
• Warehouse workers required

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• Website development staff required.
You must document the resources required in the template provided:
Template 1:
Resources Costs
• The staff requirements for the Online $4500 monthly

Sales
• Training costs $2500 yearly
• Delivery drivers required $3500 monthly
• Warehouse workers required $3000 monthly
• Website development staff required. $4000 monthly
In consultation with the Technology Consultant, you are required to identify the following:
• Office space reconfiguration resources and cost
• E-commerce website development resources and cost
• Training requirements
• Software and Hardware requirements.
You must document the resources required in the template provided:
Template 2:
Resources Costs
• Office space reconfiguration resources $2000 monthly
Furniture, laptops, printers
• E-commerce website development $10000 monthly

resources
Antivirus java

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• Training requirements $3000 monthly
Well trained coaches

Hire seniors who has well knowledge
• Software $2000 monthly
Web developer, firewall
• Hardware requirements. $800 monthly
Computers, scanners, tools

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Part B: Prepare a basic operational plan
In this part of the assessment task, you are required to develop an Operational Plan in consultation
with the Operations General Manager, the CEO and Board of Directors of the organisation.
The Operational Plan is to be prepared based on the strategic objectives of the organisation. The
strategic objectives of the organisation are as follow:
North Wharf’s Strategic Objectives:
• To engage with customers through marketing, research and personalised service
• To build a reputation for sales of quality online products and online quality customer service
o Make sure that the customer satisfaction rate is 99%
• To support existing employees in e-commerce changes via training and performance

management
• To acquire physical resources and services at the most effective cost
• To reduce the direct and indirect costs of operations.
When preparing the operational plan, you will be required to:
• Consult with the Operations General Manager, the CEO and the Board of Directors (2)
regarding the Key Performance Indictors (KPI’s) used to measure the performance.
The role of the CEO will be played by your trainer/assessor. Your trainer/assessor will
allocate the roles of Operations General Manager and Board of Directors to the students
based on the requirements of the task.
• Assign responsibility for each strategy and each task to one or more persons within the
organisation
• Work out costs involved in undertaking each strategy and completing each task. Some
strategies may bring in revenue
• Put together a budget for the whole organisation based on investigations and costings
performed
• Determine timelines for completing all strategies.
The outcomes of the task are to be documented in the template provided.

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Template 3: Operational plan:
Strategies Timeframe KPI (Key Person Budget Other

Performanc responsible resources
e indictors)
To six months To increase marketing $2000 sales

engage customer manager manager
product
with Mr. Smith
awareness
custom
by 20% in
ers six months.
through
marketi
ng,
researc
h and
persona
lised
service
• To build five months To get a sales manager $3000 team

a good manager
Mr. John
reputati
feedback of
online after
on for
sales from
sales of at least 500
quality customers
online in next 5
product months.
s and
online
quality
custom
er
service
three months To improve training $5000 customer

product Manager services
• To
knowledge representati
support Mr. Amrit
and staff ve
existing service by
employ 40% in 3
ees in months.

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e-
commer
ce
changes
via
training
and
perform
ance
manage
ment
Six months To reduce customer $5500 employee

cost of advisor
To acquire
material by
physical Mr. Kumar
20% in 6
resources and
months.
services at the
most effective
cost
• To Three months To reduce Finance $1800 Manageme

reduce indirect Manager nt
and direct
the Mr. Harpreet
cost in
direct
purchasing
and output by
indirect 20% in 3
costs of months.
operati
ons.

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Part C:
After consulting with stakeholders at North Wharf, the following risks have been identified:
● Significant risks of poor online sales being a new entry into the market
● High risk to the quality of customer service provided as the employees do not have enough
experience and that may lead to breach of consumer law
● Medium risk with regards to not being able to recruit trained staff
● Low risk of loss of confidential customer information
● Medium risk of overstocking of products.
For each identified risk to the implementation of the Operational Plan, you are required to develop a
Contingency Plan. You must document your response in the Contingency Plan Template provided.
Contingency Plan Template: Template 3
Contingency plan
Company name: North Wharf
Person Developing the plan:
Name: Rahul Kapoor Position: External Consultant
Risk identified:
Strategies/activities to minimize the risk By when By whom
● Enhance the websites accounts like twitter, YouTube

By May 2019 Mr. Prabh
and so on.
● Discussion with customers and elaborate their product

quality
By July 2019 Mr. Thomas
By training increase staff’s product knowledge so
properly understand rules and regulation of company.
● Get online offers to the customers

By September
Mr. Marty
By experienced HR recruit the right people who have 2019
well experience and fulfill the company needs.

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● Daily Update the data
Hire specialist web developer for website security By feb 2020 Mr. Guptil
● Keep product on Warehouse

By may 2020 Mr. Jhon
● Daily update of stock to prevent overstocking of
products.

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Part D:
In this part of the assessment task, you are required to develop a proposal for the resource
requirements that is to be presented for approval to the operation’s General Manager. The proposal
is to be presented by you to the General Manager.
The role of the operations General Manager will be played by your trainer/assessor.
Your proposal must include the following:
• Resources required
• Description of proposed implementation of resourcing
• Cost breakdown
• Benefits of the resources to the organization
• Approaches used for developing KPI’s
• Identified risks and contingency planning
• Description of information sources that you used to develop the proposal. (Must include
information from task a-c).
At the end of the presentation, you are required to ask for the General Manager’s approvalatoget.
The General Manager,
E-mail ID: - cool.kapoor07@gmail.com
Executive Summary: -
In this summary I will show the information about the strategy, budget, marketing plans and timing
process to increase the organization growth and achieve the goals with the budget of $17300 within
2020. I will explain each and every step in the following points.
Resources Required: - finance manager, staff, educational resources, human resources, CEO, team
manager, hardware developer, software developer and etc.
Office space reconfiguration resources and cost, E-commerce website development

resources and cost, Training requirements, Software and Hardware requirements.
Implementation of resourcing: - it means it can implement the design and method of the budget as well
as structure to modify the plan, this will help to target of the company.
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Implementation of Resources: implementation will help to achieve the organisation goal
where they can modify the given plan and add the new updates into previous budget plan.
Whole process can be managed through different strategies.
Cost breakdown: - it is compulsory to begin a new company and its help to get company
targets in budget and sometimes team manager adjust the cost of price due to budget.
Benefits of the resources to the organization: - There are many skills required help to
track the progress, good behavior with employee, trust to help the benefits for the
organization to growth.
Benefits of the resources to the organization: different resources stand on different values
where company can benefit more when it uses the new methods for company growth such as
training techniques, teamwork, profit and discount policies, and behavioral skills.
Approaches used for developing KPI’s: - when company’s profit are not good so company
increase the staff, employer turnover and update the data which help to growth the funds.
Approaches used for developing KPI’s: To gain the success of given target every company
must know the KPI’s approaches. It will use the different methods to enhance the company’s
turnover and train the staff with new updated technology.
Identified risks and contingency planning: -In this planning is crucial to do a business.
Sometimes obstacles can happen and lost all the things, so we should already plan for this we
can save many thinks.
Significant risks of poor online sales being a new entry into the market, High risk to the quality of
customer service provided as the employees do not have enough experience and that may lead to
breach of consumer law, Medium risk with regards to not being able to recruit trained staff, Low risk
of loss of confidential customer information and Medium risk of overstocking of products.

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Performance criteria checklist for unit assessment task:
Trainer/ Assessor to complete

Assessment activities to be • Develop operational plan
completed
Resources required for the unit • Unit assessment guide template
assessment task
• Access to live or simulated working environment
• Interaction with others
Does the candidate meet the Yes No Trainer/Assessor Comments

following criteria
a) Undertook preliminary research

on the implementation of e-
commerce strategy, analysed
and documented resource
needs
• Identified and extracted
relevant information
from a range of complex
texts
• Analysed business plan

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b) Consulted Human Resource
Manager and Technology
Consultant to develop
operational plan
• Ensured that the vocabulary,
grammatical structures and
conventions are appropriate for
the context and target audience
• Confirmed understanding
through questioning and active
listening
• Identified and used appropriate
conventions and protocols when
communicating
• Operational plan included KPI’s
c) Developed contingency plan

• Contingency plan was
based in the risks given
in the scenario
• Contingency plan
included the strategies
to minimise the risks

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d) Developed and presented a
proposal for resource
requirements and gained
approval
a) Proposal included:
• Resources required
• Description of proposed
implementation of
resourcing
• Cost breakdown
• Benefits of the
resources to the
organisation
• Approaches used for
developing KPI’s
• Identified risks and
Contingency planning
• Description of
information sources that
you used to develop
proposal
Resources required to execute this plan are Office space reconfiguration resources and cost,
E-commerce website development resources and cost, Training requirements, Software and
Hardware requirements.
Implementation of Resources: implementation will help to achieve the organisation goal

where i can they can modify the given plan and add the new updates into previous budget
plan. Whole process can be managed through different strategies.
Cost breakdown: - it is compulsory to begin a new company and its help to get company
targets in budget and sometimes team manager adjust the cost of price due to budget.
Benefits of the resources to the organization: different resources stand on different values
where company can benefit more when it uses the new methods for company growth such as
training techniques, teamwork, profit and discount policies, and behavioral skills.
Approaches used for developing KPI’s: To gain the success of given target every company
must know the KPI’s approaches. It will use the different methods to enhance the company’s
turnover and train the staff with new updated technology.
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Identified risks and contingency planning: -In this planning is crucial to do a business.
Sometimes obstacles can happen and lost all the things, so we should already plan for this we
can save many thinks.
All these details have been gathered by meeting and discussing with various people
within the company such as the Board of Directors, CEO, General Manager, Human
Resources, consultant and technology consultant.
Sincerely
External consultant

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Unit code BSBMGT517


Second attempt:

• Second attempt:

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Student Signature
Date
Declaration

named candidate.
Date

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by (insert Name) __________________________________

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assessment.
to be completed.
the answers).
implemented.
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◻ Non- ◻ Speaking ◻ Use methods that do not require a higher level of language
English ◻ Reading or literacy than is required to perform the job role
support, text
◻ Ensure that the time available to complete the assessment,
while meeting enterprise requirements, takes account of the
student’s needs
◻ Indigenous ◻ Knowledge and ◻ Culturally appropriate training

understanding ◻ Explore understanding of concepts and practical application
◻ Flexibility through oral assessment

background ◻ Ensure that the time available to complete the assessment
◻ Limited study skills takes account of the student’s needs
format.

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task
◻ Modifications to physical environment, e.g. installing lever
taps, building ramps, installing a lift
and/or learning
strategies

◻ Limited study skills ◻ provision of information or course materials in accessible
task

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Assessment type:
• Unit Project (UP) – Plan and manage resource acquisition
• This is the third (3) unit assessment task that student has to successfully complete to be
deemed competent in this unit of competency.
• This assessment task is comprised of a Unit Project (UP).
• You are required to do following activities in this assessment task:
A. Plan physical and human resourcing strategies.
A. Deploy/implement the physical and human resourcing strategies.
B. Acquirethe resources.
• Student must attempt all criteria to the required level, e.g. Assessment criteria mentioned in
the performance checklist to be deemed satisfactory in this task.
• Student mustcomplete all the tasks by following all given instructions, for the
trainer/assessor to assess competency in this assessment task.
• This project is untimed and are conducted as open book tests (this means you can refer to
your textbook).
• Electronic devices are permitted.
• As student complete this assessment task student predominately demonstrating his/her
practical skills, techniques and knowledge to trainer/assessor.
• The trainer/assessor may ask student relevant questions on this assessment task to ensure
that this is his/her own work.

• Where your answers are deemed not satisfactory after the first attempt, a resubmission
attempt will be allowed.

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Location:
management system.
• Trainer/Assessor will provide you further information regarding the location of completing
this assessment task.

• You must correctly attempt all activities of this assessment task.
• You will plan and manage resource acquisition in this assessment task.
or exclude individuals or groups on the basis of attributes such as gender, disability, culture,
race, religion, sexual preference or age. Gender inclusive language should be used.
• Assessor should not accept answers copied directly from texts, paraphrased or summarised
information without acknowledgement of the source.
• You must not read the presentation word-by-word and should use the presentation for
reference purpose only.
• You must explain the topics appropriately.
• Tone, gestures, body language must be according to the role students are portraying.
• You are required to correctly discuss all topics appropriately in easy-to-understand, slang and
abbreviation free language, friendly yet professional manner for this assessment task.

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• This assessment task requires you to plan and manage resource acquisition.
• Answers must demonstrate your understanding and knowledge of the unit.
• Interactive presentation (IP) must demonstrate your understanding and knowledge of the
unit.
• You need to be briefed on the Interactive presentation (IP) a minimum of 3 weeks prior to
the due date as set out in the delivery and assessment guide for this unit.

This assessment task is designed to evaluate student’s following skills and abilities:
• Skills to establish and apply strategies to ensure physical resources and services are acquired
and new employees are recruited as per the organisational procedures.
• Skills to identify the intellectual property rights and responsibilities in recruitment and
acquisition of resources and services.
• Skills to establish and monitor performance systems and processes to assess progress of the
operational plan in achieving profitability.
• Reading skills to collect, review, interpret/understand and analyse/review text-based
• Numeracy/numbers- mathematical skills to interpret/understand mathematical data when
reviewing and analysing scenario/setting-situation business information.
• Skills to work independently/freely as well as collaboratively/together to make decisions
about managing operational plans.
• Skills to interact/cooperate with others using appropriate conventions/systems when
communicating to, and consulting/discussing with stakeholders/interested parties.

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Assessment Task 3 - Unit Project (UP)
Instructions to complete this assessment task:
Wharf.
B. Deploy/implement the physical and human resourcing strategies.
C. Acquire the resources.
• You will plan and manage resource acquisition in this assessment task.
• Time-limit to complete part B of this assessment task is 10-15 minutes.
sheets:
o Page numbers
• The premise of the project must be closely related to the previous assessment task.
• This submission must be well presented and follow the guidelines and instructions provided.
• Appropriate citations are required.
• All RTO policies are in effect, including the plagiarism policy.

• Computer
• Internet
• MS Word
• Web conferencing tool i.e. Google hangout

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Project:
This task a continuation of the previous assessment task.
Scenario:
You have gained approval from the Board of Directors and Operations Managers to implement the e-
Commerce strategy. They want this strategy to be implemented in accordance with the strategic
directions of the company.
As per the company’s instructions, all resources that are to be acquired and the operations that are to be
undertaken must be in accordance with legislative requirements, intellectual property (IP) rights and
responsibilities, and organisational policies and procedures.
As discussed in the previous assessment task, North Wharf will sell all the products via an online store.
They have given you the responsibility of implementing this strategy. The project has already been
initiated and is required to be completed in one year.
Task:
Part A
At this stage of the project, you must recruit new employees and acquire the physical resources and
services.
To do so, you must plan the physical and human resourcing according to the organisational requirements.
Resourcing strategies:
• Prepare the resource acquisition strategies for acquiring resources for the new e-commerce
website.
You must plan the process in accordance with the organisation’s policies, practices and
procedures (refer to the Business Plan).
o All major steps for resourcing, including procurement of different types of resources, but
not to the detail of including all procurement steps for each resource type
o Weighted score method to select bids
o You must also explain the risk management strategy to ensure that theorganisation does
not breach third-party IP.
You must document your response in the template provided.

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Template 4
Resource acquisition strategies
Aspects Strategies
StepsforProcurement To ensure that the resources will comply with needs of the
Resources company。
To ensure that the resources will comply with needs of the

company. So that the aim will be complete on the time.
When HR department hiring the employees they selected
only talented people.
Weighted score To ensure that the staff are suitable for the position with product
knowledge。
To make sure that the employees recruited are the most suitable
for the post needed for development of products and operations of
the company.

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Riskmanagement
To preventproblemsduringoperations。
To ensure that We will identify the risk, then we will discuses the
risk with the probability, and then evaluate the risk by studying
the impact, finally we will develop a risk management mitigation
plan and will employ a monitoring plan to see if the mitigation
plan is working. Also this should be applied while working on the
intellectual property of any company.
• Recruit two (2) new customer service representatives.
You are to develop a plan that must include strategies for recruiting human resources. Your plan
must be prepared in accordance with the organisation’s human resources management policies,
practices and procedures. Your plan must include the following:
o Type of interview
o Objectives
o Approach and style
o Schedule
o Topics and questions (questions must be developed on the basis of problem solving,
communication, telephone handling and keyboard skills)
o Ideal answers and the points score.
You must document your response in the templates provided. (Template 5 and 6)
Template 5:
Planning Description
Type of interview Facetoface interview，

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Objectives To acquire the right customer service representative
Approach and Question and answers interview。

style
Schedule Tuesdays – Thursdays
9 AM to 12 PM
23rd July-25th July
Template 6:
Question Ideal answer Number of Score

possible
points
1Whatisyourweakn Weakness associated 10 10

ess. with the role not
having much impact
on the role.
2 whatisthe keyof Hard work，Honesty 10 10
success. Team work and
Punctuality。
3Doyouthinkareyou Fulfill all the 10 10
suitableforthisjob. requirements like
good skills and
experience etc。
4whyyouleftyourprevio Nofriendlyatmosphere 10 10
usjob. ，salary issuesoon.
5 Howdoyou Handel Talenttofaceallchallen 10 10

thestress. ges.

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Recommendation: Total points 50
score:
Satisfactoryanswers。

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Part B:
In this part of the assessment task, you are required todeploy/implement the strategies developed in Part
A of this assessment task.
Questions Candidate 1 score Candidate 2 score Candidate 3 score
1 What is your weakness. 9 9 8

2.Whatisthe keyof success. 10 8 8
3.Doyouthinkareyousuitablef 9 9 7
orthisjob.
4.whyyouleftyourpreviousjob 9 10 9
5.whatisyourpositiveoutcome 10 9 6
stojointhiscompany
Total point score 47 45 38
Recommendation FULLFILL ALL Good reply Need more

EXPECTION improvements.
Good Experienced Working hour not

Fulfilled all which is good for fully suitable.
requirements and company growth.
suitable timing.
You will interview three candidates for the job of customer service representatives. The interviews will be
conducted based on the strategies/plan developed in Part A of this assessment task, and the
organisational policy and procedures.
The role of the candidates will either be played by your trainer/assessor or he/she will allocate these roles
to another student.
For each interview conducted, you will ask the questions that you developed as part of Part A of this
assessment task. You will also document the points scored and recommendation for each candidate.
You must document the outcomes in the template provided.

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Part C:
The management of the organisation called for a meeting with you. They discussed with you that they
have received bids from three website developers for the re-development of the existing website.
The organisation’s budget for redevelopment of the website is $70,000. The bids analysis is as follow:
Company name Prime Developers Reinvent Developers Future technologies
Factors Wei S We S W S We
of ght c ig c e c ig
consider o ht o i o ht
ation
r e r g r e
e d e h e d
sc t sc
( or ( e ( or
S e S d S e
) ( ) s ) (
W c W
x o x
S) r S)
e
(
W
x
S
)
Easy maintenance X2 1 2 3 6 3 6
Integration with x3 2. 7.5 2 6 2 6

existing systems 5
Ability to be upgraded X4 3 12 6 24 6 24
as technology
improves
Usability for customers X6 5 30 4 24 6 36
Total 49 60 72
Pri .70 .80 .90

ce
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(%
of
bu
dge
t)
Total
score/price
(finalassessme 72.5 75.00 80
nt
ofbidquality)
You are to select the best option based on strategies developed for acquisition of resources.
I selected future technologies company because it is top on the numbers and they are good in handling
maintenance and also excellent in integration with the current systems. As technology improves, they
have the ability to upgrade and have high usability for customers. If I talk on budget it is most expensive
than others companies.

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Assessment activities to be • Plan and manage resource acquisition
completed
assessment task • Access to live or simulated working environment

following criteria
f) Prepared resource acquisition
strategies for acquiring
resources for the new e-
commerce website
• Strategies were based
on organisation’s
policies, practices and
procedures
• Included Weighted score
method
g) Prepared strategies for
recruiting human resources
• Strategies were based
on organisation’s
policies, practices and
procedures

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h) Interviewed candidates based
on human resource
strategies/plan prepared
• Presented information
to a range of audiences
using appropriate
register, vocabulary and
paralinguistic features
• Confirmed
understanding through
questioning and active
listening
i) Recognised and incorporated

requirements for intellectual
property rights and
responsibilities in recruitment
and acquisition of resources and
services
j) Selected the best option based

on strategies developed for
acquisition of resources

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Unit code BSBMGT517


Second attempt:

• Second attempt:

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Student Signature
Date
Declaration

named candidate.
Date

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by (insert Name) __________________________________

assessment.
to be completed.
during the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these
with your trainer/assessor).
the answers).

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needs of any student, but there is a requirement to be flexible about the way in which it is delivered
or assessed.
enable the student with a disability to participate in education on the same basis as a student
without a disability.
Matrix” to ensure the explanation and correct strategy have been recorded and implemented.

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◻ Non- ◻ Speaking ◻ Use methods that do not require a higher level of language
English ◻ Reading or literacy than is required to perform the job role
support, text
◻ Ensure that the time available to complete the assessment,
while meeting enterprise requirements, takes account of the
student’s needs
◻ Indigenous ◻ Knowledge and ◻ Culturally appropriate training

understanding ◻ Explore understanding of concepts and practical application
◻ Flexibility through oral assessment

background ◻ Ensure that the time available to complete the assessment
◻ Limited study skills takes account of the student’s needs
format.
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task
and/or learning
strategies
◻ Limited study skills ◻ provision of information or course materials in accessible
task

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Assessment type:
• Unit Project (UP) – Monitor and review operational performance

• This is the fourth (4) unit assessment task that student has to successfully complete to be
deemed competent in this unit of competency.
• This assessment task is comprised of a Unit Project (UP).
A. Deploy/implement the physical and human resourcing strategies.
B. Acquirethe resources.
• Student must attempt all criteria to the required level, e.g. Assessment criteria mentioned in
the performance checklist to be deemed satisfactory in this task.
• Student must complete all the tasks by following all given instructions, for the
trainer/assessor to assess competency in this assessment task.
• This project is untimed and are conducted as open book tests (this means you can refer to
your textbook).
• Electronic devices are permitted.
• As student complete this assessment task student predominately demonstrating his/her
practical skills, techniques and knowledge to trainer/assessor.
• The trainer/assessor may ask student relevant questions on this assessment task to ensure
that this is his/her own work.

• Where your answers are deemed not satisfactory after the first attempt, a resubmission
attempt will be allowed.
Location:
management system.

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• Trainer/Assessor will provide you further information regarding the location of completing
this assessment task.

• You must correctly attempt all activities of this assessment task.
• You will monitor and review operational performance in this assessment task.

or exclude individuals or groups on the basis of attributes such as gender, disability, culture, race,
religion, sexual preference or age. Gender inclusive language should be used.
• Assessor should not accept answers copied directly from texts, paraphrased or summarised
information without acknowledgement of the source.
• You must not read the presentation word-by-word and should use the presentation for
reference purpose only.
• You must explain the topics appropriately.
• Tone, gestures, body language must be according to the role students are portraying.
• You are required to correctly discuss all topics appropriately in easy-to-understand, slang and
abbreviation free language, friendly yet professional manner for this assessment task.

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• This assessment task requires you to monitor and review operational performance.
• Answers must demonstrate your understanding and knowledge of the unit.
• If at least one of the assessment tasks is deemed Not Satisfactory (NS), then the unit
outcome is Not Yet Competent (NYC).
trainer/assessor will complete an Assessment plan to record the unit outcome. The outcome will be
either Competent (C) or Not Yet Competent (NYC).
trainer/assessor will complete an Assessment plan to record the unit outcome. The outcome will be
either Competent (C) or Not Yet Competent (NYC).
• Interactive presentation (IP) must demonstrate your understanding and knowledge of the
unit.
• You need to be briefed on the Interactive presentation (IP) a minimum of 3 weeks prior to
the due date as set out in the delivery and assessment guide for this unit.

This assessment task is designed to evaluate student’s following skills and abilities:
• Skills to establish and monitor performance systems and processes to assess progress of the
operational plan in achieving profitability.
• Skills to evaluate budget and financial information to monitor profit and productivity
performance.
• Skills to specify the areas of underperformance and suggest possible solutions.
• Skills to apply systems to make sure that mentoring and coaching are provided to support
individuals and teams.
• Skills to negotiate recommendations for variations to operational plans and establish and
apply systems to ensure that procedures and records associated with documenting performance are
managed as per the organisational requirements.
Assessment Task 4 - Unit Project (UP)

Instructions to complete this assessment task:

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Wharf.
A. Performance management
B. Budget analysis
C. Implement variations in operational plan
• You will monitor and review operational performance in this assessment task.
• Time-limit to complete part A of this assessment task is 10-15 minutes.
sheets:
o Page numbers
• The premise of the project must be closely related to the previous assessment task.
• This submission must be well presented and follow the guidelines and instructions provided.
• Appropriate citations are required.
• All RTO policies are in effect, including the plagiarism policy.

• Computer
• Internet
• MS Word
• Web conferencing tool i.e. Google hangout

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Project:
This task is a continuation of the previous assessment tasks.
This assessment task is divided into three parts:
• Part A: Performance management
• Part B: Budget analysis
• Part C: Implement variations in operational plan
Part A: Performance management
Scenario:
The project is in the implementation phase.
The following are some of the performance outcomes that management has asked you to consider,
monitor and review with regards to the operational performance of the project.
Management has further highlighted the reasons for downfall in each key performance indicator. These
reports have been presented to management by the Sales and Marketing Manager.
As per the report there are three teams. Each team has a team leader that reports to the Customer
Service Manager. The under-performance is spread across all three teams.
• Based on the performance measurements standards set up by the company, it was expected that
the percentage of mistakes customer service employees were providing in response to the enquiries and
preparation of an order was going to be 1%.
The outcomes from a recent performance report has shown the error rate (mistakes made) to be
10%.
Reasons:
• Staff not familiar with the product line, even after training
• Staff do not understand the CRM (Customer Relationship Management) systems and
ordering processes
• Staff do not understand the product line and are unable to locate the 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.
• It was expected that a customer complaint/enquiry would be resolved in 12 minutes. At the

moment the average time taken is 18 minutes.
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•
Reasons:
• Many customers abort interaction due to length of time for order completion
• Some extra time is taken because of lack of skills and knowledge
• Time taken because of poor website maintenance and occasional downtime.
• It was expected that the products would be delivered within 3 days from ordering. Currently the
average delivery time is two and half days.
•
Reasons:
• Driver team leader is exceptional motivator
• Driver morale is high
• Driver attendance of routine training and team briefings is at 100%.
• Expected revenue to be generated by the end of the 6 months was to be $250,000 in sales,
providing a profit of $80,000.
The actual figure is $220,000, providing a profit of $40,000 for the quarter.
Reasons:
• Some lack of sales may be due to poor customer service

• Sales may pick up as awareness of online option through marketing actions increases.
Based on the analysis of the data provided by management, you have identified that the Team Leaders
and Customer Service Manager are not providing directions to the team.
Task:

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Based on the information given in the scenario, you are required to conduct a coaching session for the
Team Leaders and the Customer Service Manager. Before conducting the session, you are required to
prepare a list of areas of under-performance using the “Performance Management Plan” template
provided and to complete the Coaching Plan Template.
The role of Customer Service Manager will be played by your trainer/assessor and the role of team leaders
(2) will be allocated to other students.
After identifying the areas of under-performance, you are then required to:
• Arrange a coaching session for them to assist them in achieving profits, productivity and targets
by recommending solutions for each area of underperformance, set performance indicators to
monitor, assess their performance, and rectify the problems
• Complete the Performance Management Plan Template and the Coaching Plan Template
• Begin a coaching session with an explanation of your role as a coach in supporting the employee
to meet organisational goals.
Performance management plan template:
Name/position: Manager: Review period:
Reference from Key result area Indicator of success/ By Status

operational plan performance when report
Error Satisfaction customers 1% error 12 10%

weeks error
Serving time Better service for 12 minutes 15 18

customer weeks minutes

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Delivery time organization 2 days 21 2½
weeks days
Manager’s comments: Signature:
Date:
Staff member’s comments: Signature:
Date:

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Coaching plan template:
Employee: Mr. Sunil
Coach/Manager: Mr. Rahul Kapoor
Date of session:2019-07-26
Questions
Goal What are the values?

What are the criteria for success?
What is working well?
What are the concern?
What are the intangible results?
Reality What is perception of the situation?

What impact does this have?
Are there other factor that are relevant?
How do u khow that is accurate?
How often does this occur?
Options Does the company have policies?

Do they cover full range of option?
Who might be able to help you?
Would you like me to make suggestion?
Who might be able to help you?
Will What will happen if I changed my will?

How much time need to take my will?
What would you like to discuss?
Do we sufficient time to achieve the goal?
What do you want to achieve in this session?

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Part B: Budget analysis
After the completion of 6 initial months, the Chief Financial Officer (CFO) of the company has provided
you with the following financial information:
Income: Forecasted Actual
Sales $250,000 $220,000 Barbecues and related equipment.
Investment income $360,000 $360,000 Real estate investment income and rental of
office space.
Cost of goods sold ($150,000) ($140,000) Cost of provision of goods, purchase of

(COGS) stock, distribution.
Gross profit $460,000 $440,000 Gross profit.
Expenses:
Wages, salaries and on $68,000 $78,000 Wages, salaries, superannuation, work cover
costs insurance, payroll tax.
Consultancy fees $20,000 $20,000 Project management: WHS management

system; change management.
Communication $10,000 $10,000 Telephone, ISP costs, IT support.

expenses
Marketing $10,000 $15,000 Cost of staff travel and associated costs for
sales, etc.
Premises expenses $150,000 $150,000 Rent, electricity, maintenance, cleaning.
Insurance $20,000 $20,000 Liability insurance
Depreciation and $13,000 $13,000 Computers and capital equipment that is

amortisation depreciated.
Office supplies $12,000 $12,000 Printing and stationery, postage, amenities.
Training $17,000 $22,000 Sales training: leadership, WHS, ethical/legal

training.
Total expenses $380,000 400,000
Net profit $80,000 $40,000 Net income before tax.

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The actual outcomes were different from the expected outcomes. You arranged a meeting with the CFO
to discuss the possible reasons as the CFO had the responsibility to track progress against the Key
Performance Indicators (KPI’s).
In discussion with the CFO, he outlined the following causes:
• Budget overrun cost exceeded by 1% more than expected. The reasons for the overruns were as
follow:
o Order mistakes
o More time spent than average to handle customer queries.
Apart from these KPI’s, he has also identified some risks that needs to be treated with immediate action.
• Training program has not been able to provide adequate information to the employees. Thus,
the employees are still lacking in customer service skills
• Website performance has not been up to the mark. Customer service have been disrupted due
to website downtimes
• Sales for the first 6 months have not been able to achieve the target. The reason behind this is
the changing customer needs and increasing market competition.
Task:
In this part of the assessment task, you are required to:
• Analyse and interpret budget and actual financial information to monitor and review profit and
productivity performance
• Address the risks identified (given in the case study) using the “Contingency Plan” prepared as
part of assessment task 2
• Complete the “Risk Update” template provided.
Risk Update Template:
Risks identified Contingency Recommendation
1.Oder mistakes, more Need more experience staff to deal Friendly behavior with
time spent than average to customer very easy and fulfill their customer
deal with customer. satisfaction.
2.training program has not Provide trained staff so all Always encourage your
been able to provide employees can understands very employees they can improve
adequate information to easily. mistakes.
the employees. Thus, the
employees are still lacking

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in customer service skills.
3.website performance has Re develop website and hire more Upgrade the website for best
not been up to mark staff to improve customer service. performance.
customer service has been
disrupted due to website
downtimes.
4.sales for the first six Give more offer to attract customer Engage with customer give
months have not been to buy product. offer to them.
able to achieve the target.

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Part C: Implement variations in operational plan
From the outcomes of the half yearly report provided by the CFO, you have identified that the objectives
for the next part of the implementation of the project are as follow:
• Redevelop website and acquire physical resources
• Recruit and train staff
• Achieve profit targets
• Adhere to budget
• Adhere to timelines.
Based on these objectives, the operational plan needs to be changed.
Task:
In this part of the assessment task, you are required to arrange a meeting with the CFO and the General
Manager and negotiate recommendations for the variations to the Operational Plan. When negotiating,
you are required to:
• Present the previous operational plan
• Outline the changes that have taken place
• Present how these changes will impact the implementation of the e-commerce strategy
• Outline the changes that need to be made to the Operational Plan.
At the end of the meeting, you are then required to gain the approval of the variations to the Operational
Plan from the General Manager and the CFO.
The role of Operations General Manager will be played by your trainer/assessor and the role of CFO will be
allocated to another student.
After the approval has been gained, you are then required to submit the revised Operational Plan.
You must use the Operational Plan Template.

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Template: Operational plan:
Strategies Timeframe KPI (Key Person Budget Other

Performance responsible resources
indictors)
three months Reduce employees $2000 Manager

website lags
• Redevelo
or
p
downtimes
website
by 20% in
and
acquire
three
physical
months.
resource
s
Three months Improve Trainer $3000 Team

staff members
• Recruit
knowledge
and train
and services
staff
by 15% in
three
months.
Recruit the
right
employees
on the base
of
qualification
by 20% in 3
months.
Five months To increase Sales $4000 Employees
our profit manager
• Achieve
targets by
profit
10% in five
targets
months.
Four months Budget $5000 Manageme

To improve manager nt
• Adhere
expense
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to management
budget by 30% in 4
months.
Four months Improve Production $2500 General

delivery pf manager manager
• Adhere
products by
to
15% in four
timelines
months.
.

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Assessment activities to be • Monitor and review operational performance

completed

assessment task • Access to live or simulated working environment

following criteria
a) Conducted a coaching session

for the Team Leaders and the
Customer Service Manager
• Prepared a list of areas
of under-performance
using the “Performance
Management Plan”
template
• Completed the
Coaching Plan
Template.
• Listened and
comprehended
information from a
variety of spoken
exchanges with
supervisors and
managers
b) Analysed and interpreted

budget and actual financial
information to monitor and
review profit and productivity
performance.

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e) Addressed the risks identified
(given in the case study) using
the “Contingency Plan”
f) Completed the “Risk Update”

template
g) Negotiated recommendations
for variations to operational
plans and gained approval from
Operations General Manager
and CFO
• Presentation slides
prepared were effective
and illustrated all the
information asked in
the task

Unit code BSBMGT517



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Second attempt:

Second attempt:

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Student Signature
Date
Declaration

named candidate.
Date
by (insert Name) __________________________________

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Unit Assessment Pack (UAP) – Cover Sheet

Student and Trainer/Assessor Details

Student name RAHUL KAPOOR

Course and Unit Details

Course name Diploma of Leadership and Management

Unit code BSBMGT517

Unit name Manage operational plan

Student signature: ________________________________

RTO Connect Pty Ltd T/A Australian Study Link Institute

Evidence recorded Evidence Type/ Method of assessment Sufficient evidence

Unit Assessment Task 1 Unit Knowledge Test (UKT) S / NS (First Attempt)

Unit Assessment Task 2 Unit Project (UP) S / NS (First Attempt)

Unit Assessment Task 3 Unit Project (UP) S / NS (First Attempt)

Unit Assessment Task 4 Unit Project (UP) S / NS (First Attempt)

Final result C/NYC Date assessed

RTO Connect Pty Ltd T/A Australian Study Link Institute

• Develop operational plan

Training and assessment resources required for this unit of competency

The student will have access to the following:

Academic integrity, plagiarism and collusion

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Other Important unit specific Information

• Australian Human Rights Commission Act 1986

Principles of assessment and rules of evidence

For further information about this unit go to https://training.gov.au/Training/Details/BSBMGT517

RTO Connect Pty Ltd T/A Australian Study Link Institute

For more information, please refer to RTO Student Handbook.

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Section 1: Information forStudents

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RTO Connect Pty Ltd T/A Australian Study Link Institute

Category Possible Issue Reasonable Adjustment Strategy

◻ LLN ◻ Speaking ◻ Verbal assessment

◻ ◻ Knowledge and ◻ Culturally appropriate training

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Explanation of reasonable adjustments strategy used (If required)

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Unit Assessment Task (UAT)

Assessment task description:

Resubmissions and reattempts:

How your trainer/assessor will assess your work?

Purpose of the assessment task:

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Resources required to complete the assessment task:

• Learning management system

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Write 50-100 words for each.

a. Goal based strategic planning Model is done by reviewing the company’s

Question 2: Answer the following:

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Question 3: Answer the following:

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Question 4: Answer the following:

Question 5: Answer the following:

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b) Broad areas of legislation: whole government sources including legislation , policies,

2) Required practice: agencies must be aware of and implement to the level

RTO Connect Pty Ltd T/A Australian Study Link Institute

a)Explain the purpose of workplace policies and procedures: Policies and

Date: ___(day)/ _(month)/ __________(year)

Date: ___(day)/ _(month)/ __________(year)