BSB51915 Unit Code BSBMGT502 Unit Name Manage People

AIC-UP- BSBMGT502–V2.0 Page 1 of 9
Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Assessment Cover Sheet
Course Diploma of Leadership and
Management BSB51915 Term/Block
Unit Code BSBMGT502
Unit Name Manage People Performance
Assessment
Type Assessment Task 2 –Written test Time allowed
Date Room
Instructions for completing this form
 Complete Sections A and B
 Attach this two-page cover sheet to your assessment submission
 Submit your assessment to your trainer/assessor
 Retain Section B as proof of submission
 Please refer to the Plagiarism Policy and Assessment Appeal and Reassessment Policy in
the Student Handbook for more information.
Section A – Student Details (student to complete)
Student Name Student ID
Student Declaration
 I declare that the work submitted is my own, and has not been copied or plagiarised from
any person or source.
 I have read the Assessment and Student Handbook and I understand all the rules and
guidelines for undertaking assessments.
 I give permission for my assessment material to be used for continuous improvement
purposes.
Signature: ____________________________ Date submitted: ____/_____/_____
Section B – Receipt (student to keep a signed copy of this section as proof of submission)
(Student to complete) (Assessment receiver to complete)
Student name: Date received: ____/_____/_____
Student no: Received by:
Task No.:

AIC-UP- BSBMGT502–V2.0 Page 2 of 9
Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Section C – Assessment Result (Assessor to complete)
Assessment Completion Status (Please Circle)
Satisfactory Not Satisfactory
Assessor name:
Assessor signature:
Date assessed: ____/_____/_____
Comments (Assessor to complete)

AIC-UP- BSBMGT502–V2.0 Page 3 of 9
Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Assessment Task 2 - Performance management test
Instruction for the student
You are required to answer a series of questions regarding performance management systems,
procedures and legislation.
You are to read the questions and respond in writing with the most suitable answer within the time
allowed (90 minutes including 15 minutes reading time).
Complete the questions below. If you need help understanding any questions, ask your assessor to
explain.
To be deemed competent you will need to successfully demonstrate the following:
 You must complete and successfully answer all questions.
Question 1: KPIs
You are a manager of a new call centre team. Design three Key Performance Indicators (KPIs) that
the team must meet or exceed on a monthly basis.
The call centre has 30 full time and 30 part time call centre consultants. The consultants are there to
take calls from motorists whose vehicles have broken down. Consultants are the first voice that
motorists hear before their request is passed on to roadside patrol can travel out to solve the problem
of a broken down car.
Consultants must answer any phone call within 4 seconds of the phone ringing. Consultants must
correctly identify the caller (Name, address, date of birth and password) before they can respond to
any requests. Length of calls must be no longer than 3 minutes. Consultants must clarify any
information given before proceeding to sent customer request to Roadside Operators.
1) Peak Hour Traffic: Peak Hour Traffic is the KPI that helps in identifying the busiest traffic hour for
the call centre team. In this case, it might be better to have more consultants during this time. The
KPI is 100 calls.
2) Call Centre Status Metrics: This would be related to all of the metrics, such as total calls, agents
logged in etc. The following is the KPI.
3) Average Handle Time: This would be related to the average time that a call can last per agent.
The KPI is 2 minutes.