Employer Mascot Steel Assessment

Instructions
 Use the provided Workbook to guide you through this Assessment
document.
 The Workbook will ask you to complete parts of this document
progressively – which are your assessment activities.
 By completing this document a part at a time – you will make
steady progress and be able to make the best use of small amounts
of available time.
 Upload this document on Webclass when completed, or earlier if
requested. Note that when uploading this document you are making
the following declaration about your assessment activities.
Manage People Performance
Assessment Declaration
Student Details
Students Name Mohammad Samad (SFT)
Employer Mascot Steel
Assessment for unit/s of competency:
BSBMGT502 Manage people performance
Declaration
 I declare that the answers in this Assessment are my own work.
 I acknowledge that it is a serious breach of academic policy to
copy from another student or the internet.
 I believe that I have satisfactorily met the requirements for
competence.#Students Signature Submitted under Electronic Signature
via Webclass
Call 1 300 201 881 for student support and to book a
time to conduct Skills Checks
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©Australian College of Commerce and Management

Assessment Activities
To complete this assessment there are a range of assessment
activities:
 Short answer questions to ensure that you meet the required
knowledge requirements. Complete the listed Quizzes in Part A of
this document.
 Skills Checks – to practice and demonstrate on-the-job
performance feedback skills
 Case studies to enable you to show practical application of the
required skills and knowledge.
 Practical exercises to show practical application of the required
skills and knowledge in the Practical Skills section.
It is recommended that you complete each Part of the following
assessment activities before progressing to the next.
Workbook - Resource Materials
A College Workbook has been provided to assist you in learning or
refreshing your knowledge in this field. At the beginning of each
separate assessment activity you will be referred to the relevant
section of the Workbook and any other resources.
Alternative Assessment Activities
If you wish to substitute the assessment activities with up to date
workplace evidence, or equivalent activities, please contact your
College Student Adviser.
Please Call to Get Assistance
Phone or email the College to get assistance. Often a quick call can
solve a problem that you may spend too much time on.
Call 1 300 201 881 and ask to speak to a Student Adviser for this
subject.
Assessment Results
Your assessment results will be recorded on a separate document
called the Assessment Record that will be available on Webclass
once your assessment has been marked.
Comments on your assessment activities will be provided in the
copy of this document issued back to you in Webclass.
IMPORTANT NOTE: Performance Reviews are a high level communication
skill.
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It is normal to be required to undertake the Skills Checks multiple times
until you have gained and demonstrated the required skills level. Please
take the opportunity to practice and prepare before undertaking each
Skills Check.
Part A – Key Required Knowledge and Skills
Assessment Method: Short Answer Questions
Complete the following quizzes on Webclass.
The information to help you answer these quizzes is in on Webclass within the
Quiz.
Quiz 1: Key Communication Skills (for Leaders)12/04/2019
Quiz 2: Discrimination Laws16/04/2019
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Assessment Task Part B– Allocating Work
Answer the following using Sections 1 and 2 of the
Manage People Performance
workbook.
Review the activities in this assessment and determine if you will be using
your current workplace as the basis for your answers OR the provided case
study option.
AJAX Loans Case Study Option
You are the Team Leader at Ajax Loans for the newly established Car Loan
Approval Processing Centre.
This centralised loans processing centre will receive all car loan
applications online, direct from customers. Previously all loans went to the
one larger loans centre. Your team will specialise in car loan applications.
Currently loans are taking on average 5 days to approve. This centre has
specifically been established to bring this down to 1 day approval for car
loans.
You are also aware that management has concerns about the number of
complaints from customers about the rude way they are asked to provide
missing documents like payslips and bank statements.
There are also very strict rules on getting Credit Checks completed on
customers only when they agree, and you know that your team must
strictly follow policy when doing these.
The workflow can be set so that the computer allocates work (loan
applications to review) either to the next available processing person; or
based on the $ value for the loan application.
The clerical steps in the process (like asking for additional documents) can
be done by the person processing the loan or that person can tick a field in
the computer system that makes these clerical tasks appear on someone
elses job list to do.OR If you are using your workplace: explain the type of workplace and the
role of your team here for our benefit and understanding.
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Your team members in the new centre at AJAX Loans are:
Lisa: Previously a senior loan approval officer in the centre with 20 years
lending experience. She has authority to approve loans of all values, but
has Parental Leave starting in 3 months and plans to take 12 months off.
Kim: Previously a clerical assistant for over 10 years– but her new role will
be to approve loans up to $10 000.
And you have 2 new staff – Jack and Kareem - both with 3 years of
experience in car loans with a competitor. Neither have specific
awareness of your lending approval processes, but will be given authority
to approve loans up to $20 000. Kareem has however used the same
computer system before.
Bob – a new trainee who can undertake clerical jobs as well as do jobs like
the office mail and ordering stationery.
You expect that the volume of loans received will be manageable with this
staffing level (even with new staff) as Kareem is technically the
replacement for Lisa – but you have him from now. That means you have
an extra person in the next 3 months in anticipation for when Lisa will be
on leave.
OR If you are using your workplace: explain the type of specific job roles
and what their work tasks are here.
Q1. Identify 2 Key Result Areas that would apply to your team in the Ajax
Loans - Loan Processing Centre case study (or for your actual team where
you currently work).Actual Team (Mascot Steel)
1. Customer Complaints and Satisfaction. This will be recorded in a
spread sheet end of the day with the number of complaints
received.
2. Sales Register to record all sales done on that day including dollar
value.
3. Estimator register to record all estimation done that day including
dollar value.
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Q2. Draft 2 Key Performance Indicators that you would like to apply to
your team members in the Loan Processing Centre case study (or for your
actual team where you currently work)
Mascot Steel
1. Attend to all enquiries from the VIP customers ASAP (maximum
within 1 hour).
2. Attend to all other enquiries within 24 hours.
Q3. Draft the standards of conduct would you would like staff in the Loan
Processing Centre case study (or for your actual team where you currently
work) to adhere to when communicating with customers (to avoid the
complaints now being received).Mascot Steel
1. Never say “NO” to the customer rather use “unfortunately will not
be able to help you”
2. Never give further discount on a quote done by your colleague.
Q4. What approach would you take to gaining staff input into the KRAs,
KPIs and Standards of Conduct? Why would you take this approach?I will consult and get feedback from the whole team and the team
members. This will help us to improve the team involvement in setting
targets and make them more involved and work effectively towards their
targets. This is a very effective communications in KPI and KRA and very
often overlooked without understanding the effectiveness of it.
Q5. Before allocating work between your team members – what risks are
there about the work tasks and team structure that you need to consider?
Identify the 3 major risks and for each – 2 ways you would address that
risk.
Three major risks.
1. Superiority – I could consider the task carefully before allocate them
to a team member as of what’s the importance and seriousness of
the task. This might cause confusion and de motivate other team
members.
- I will discuss this with the team member first and get his
willingness or convince him to accept the task
- Then I will task this through the team and inform why I preferred
to allocated this to him rather than others.
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