Performance Management Project for Fixmycar Pty Ltd

This document is an assessment task for Diploma of Leadership and Management BSB51915 course at Australian Ideal College. The task involves developing an operational plan, a management role, worker profiles and performance management plan for Fixmycar Pty Ltd. The student is also required to conduct two coaching role-plays and submit documentation for assessment. The document includes a case study, questions, and appendices for operational plan and performance management plan.

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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 1 – Case Study 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:

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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
Task No.:
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)

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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 1 – Performance Management Project
Instruction for the student
You will be assigned to a performance team of 2 people to plan, monitor and review the performance
of members of a team. You are to work with your performance teams to complete this assessment, but
must submit individual assessment. You are required to answer all of the questions below and include
examples where appropriate. Please ensure that you have answered each question with an appropriate
level of detail.
You are required to develop operational plan, a management role, worker profiles and performance
management plan for Fixmycar Pty Ltd.
You are also required to conduct two coaching role-plays (one with you as the Manager, one as your
team member’s Employee). Your role plays will be based on the employee profiles and performance
issues you have created for Fixmycar Pty Ltd. The Assessor will observe the role-play and examine the
documentation (the completed Appendices) that you will submit for assessment on completion.
During the role play sessions you will need to demonstrate effective communication skills to articulate
expected standards of performance, to provide effective feedback and to coach staff who need
development.
Read the case study, then complete all of the following questions as directed.
Case study
Fixmycar Pty Ltd is a roadside service company that has been operating in Australia for the last 3 year.
Key services include:
 Towing Assistance
 Flat battery assistance
 Flat Tire Assistance
 Emergency key service
 Collision Assistance
 Water/Fuel/Oil/Fluid Delivery Services
The company has three main departments: sales, call centre and roadside service.

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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
Company mission:
 To build and operate a nationally recognised brand in the roadside service industry by utilising
a partnership within the automotive industry and affiliate companies with a focus on providing
premium service.
 To offer the premiere 24/7 roadside assistance program in Australia that is affordable to all and
exceeds customers’ expectations.
Strategic plan
The organisation has the strategic objective to grow the services component of the business in the next
twelve months. Their objective is to improve profitability by 20% by 30 June 2019.
Questions
1. As a team, complete the departmental goals of the operational plan (Apendix 1).
2. As a team, create profiles for 2 different ‘workers’ in the company to be ‘managed’ by you and
your team member (Identify job roles and departments for your workers). Have your facilitator
approve your team’s worker profiles.
3. Individually develop goals, KPIs and tasks for your worker and document these in the worker’s
performance management plan.
4. Create three reasons why your worker is not achieving their KPIs (performance issues). You
can select the reasons from the list below or develop your own:
 high levels of absenteeism at performance team meetings
 missing deadlines for task deliverables
 poor team work
 poor communication skills
5. Complete performance management plan for your worker (Apendix 2).
6. Prepare a role-play note to plan the topics you will discuss and outcomes you hope to achieve.
These will assist you to keep the role-play meeting on track. Submit these with your
documentation.
7. Conduct two one-on-one coaching role-plays. Brief your team member on the required
performance (KPIs) and performance issues you have identified for your worker, then coach
your worker (your team member) on the identified performance issues while being observed.
8. Following the role-play, complete the Coaching Session – Coach’s Self-Reflection Sheet
(Appendix 3).
9. Complete a performance development plan on the basis of the outcome of coaching session
(Appendix 4).
10. Undertake a performance appraisal meeting with your worker (with the same team member
playing the role) and complete the meeting notes (Appendix 5).
To be deemed competent you will need to successfully demonstrate the following:
You must submit:
 A completed Operational Plan (Appendix 1)
 A developed Performance Management Plan (Appendix 2)

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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
 Role-play note
 A completed Coaching Session – Coach’s Self-Reflection sheet (Appendix 3)
 A completed Performance Development Plan (Appendix 4)
 Performance Appraisal Meeting Notes (Appendix 5)

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Australian Ideal College
Registered as Australian Ideal College Pty. Ltd.
ABN: 15 126 592 756
RTO No.: 91679 CRICOS Provider Code: 03053G
Campus: Level 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail]
Website: www.idealcollege.com.auEducating for Excellence
Appendix 1
Operational Plan
Operational Goals Department Goals Progress
Goal Focus KPI Reason/
Barriers
Department Deliverable KPI Due 1 2 3 4 5 6
Improve
profitability
by 20% by
30 June 2020
Reduce
costs
Depart-
mental
Costs
Waiting times
are too long.
Customer
issues are not
being
resolved.
Roadside
Service
Solve customer
issues fast
Serve 100
customers per
day
1/4/2019
x
Sales Reduce the cost
of services Increases sales 15/12/201
9
x
Call centre Reduce time of
service
Enhanced
communicatio
n
10/12/201
9
x
Increase
sales
Annual
Sales
Sales
techniques are
poor.
Leads are not
followed up.
Roadside
Service
Follow service
leads Quality service 10/8/2019 x
Sales Improve selling
techniques
Increase
customer base 15/4/2019 x
Call centre Improve
customer care
Obtain
customer
feedback
10/6/2019
x

Australian Ideal College
Registered as Australian Ideal College Pty. Ltd.
ABN: 15 126 592 756
RTO No.: 91679 CRICOS Provider Code: 03053G
Campus: Level 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail]
Website: www.idealcollege.com.au
AIC-UP- BSBMGT502–V2.0 Page 7 of 14
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Appendix 2
Performance Management Plan
Name/Position: Manager: Review Period:
Reference from Operational Plan Key result area Indicator of Success/Performance By When Status Report
Technician
Roadside service Increased number of customers
served in a day
30/5/2019 20% completed
(Red)
Manager sales department
Sales Increase the amount of profit by the
end of second quarter (30/8/2019)
30/8/2019 30% completed
(Green)
Customer care
Call centre Increased level of customer
satisfaction
20/8/2019 35% completed
(Amber)
Manager’s comments Signature
Date
Staff member’s comments Signature
Date

Australian Ideal College
Registered as Australian Ideal College Pty. Ltd.
ABN: 15 126 592 756
RTO No.: 91679 CRICOS Provider Code: 03053G
Campus: Level 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail]
Website: www.idealcollege.com.au
AIC-UP- BSBMGT502–V2.0 Page 8 of 14
Educating for Excellence
Appendix 3
Coaching Session – Coach’s Self Reflection Sheet
Coach’s Name Signature
Assesor’s Name Signature
Assessment Site
Coaching Date/s Time/s
Employee’s Name Signature
Respond to these questions with your feelings and thoughts about coaching. What was your initial reaction to the coaching exercise?
Initially I had the feeling that the coaching would be quite challenging based on the exercises involved. However, after some time in
the coaching session I relaxed as I found everything moving smoothly. I was able to make the employees absorb much of what I was
teaching them as some of the exercises were familiar to me. I had the fear that no employees would cooperate with the session though
I later confirmed that they were quite cooperative and friendly [1]. They were all corroborative and liked the coaching.
What was your overall assessment of your performance as a coach? Give reasons for this assessment.

Australian Ideal College
Registered as Australian Ideal College Pty. Ltd.
ABN: 15 126 592 756
RTO No.: 91679 CRICOS Provider Code: 03053G
Campus: Level 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail]
Website: www.idealcollege.com.au
AIC-UP- BSBMGT502–V2.0 Page 9 of 14
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The performance was a success based on the feedback obtained assessment at the end of the coaching session [2]. Many of the
employees improved tremendously regarding the way they operated or carried out various daily tasks and their overall work output.
The employees were very appreciating and were ready to implement what they learned during the coaching session.
What do you think were some of your strengths during the exercise?
I had the skills to impart knowledge on the employees.
I showed good communication skills which involved the use of both verbal and non-verbal cues
I exercised goo leadership skills which involved confidence and patience
What do you think were areas where there was room for improvement?
I learnt that I was not audible enough during communication and thus I need to improve
I was fast in coaching and this made it challenging to the slow learners among the employees
Some techniques I applied seemed to ignore the special group of employees with physical challenges on their bodies [3]
What kind of strategies can you think of to help improve your coaching skills?

Australian Ideal College
Registered as Australian Ideal College Pty. Ltd.
ABN: 15 126 592 756
RTO No.: 91679 CRICOS Provider Code: 03053G
Campus: Level 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail]
Website: www.idealcollege.com.au
AIC-UP- BSBMGT502–V2.0 Page 10 of 14
Educating for Excellence
I would need to keep on practicing so that I learn much about coaching
I will carry out different tasks that involve coaching to different panels of people who will evaluate and guide me [4]
I will record myself as I practice of coach so that I evaluate myself at the end of every session
What do you think will be the cost of not implementing new strategies into your role as a manager?
I will not win the hearts of the employees and thus they would feel demotivated to work better
The organization will not achieve the objectives and targets already set forth
Customers’ level of satisfaction would be lowered and this would reduce the customer base and overall profitability
What are some valuable skills that you have learned today to help you in your role as manager/coach?
Managers or coaches need to have good communication skills
A manager needs to have patience by setting realistic targets in whatever duties are being done [5]
A manager should be committed and focused to the key objectives or targets
Comments/feedback from Employee (your team member)

Australian Ideal College
Registered as Australian Ideal College Pty. Ltd.
ABN: 15 126 592 756
RTO No.: 91679 CRICOS Provider Code: 03053G
Campus: Level 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail]
Website: www.idealcollege.com.au
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Educating for Excellence
The coaching was done as per our expectation and was quite enjoyable. We have managed to learn much from the coach and expect
to have the same in the near future towards more improvement on our company output and growth
Appendix 4

Australian Ideal College
Registered as Australian Ideal College Pty. Ltd.
ABN: 15 126 592 756
RTO No.: 91679 CRICOS Provider Code: 03053G
Campus: Level 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail]
Website: www.idealcollege.com.au
AIC-UP- BSBMGT502–V2.0 Page 12 of 14
Educating for Excellence
Performance Development Plan
Name/Position: Manager: Review Period:
Skills to be developed: How skills are to be developed: Priority (H,M,L) By When? Skills
gained(Y/N)
Improve communication
skills
Practice talking in front of large panels of people to
get enough experience
M 30/8/2019 N
Improve leadership skills
Conduct research on how to be an effective leader H 30/12/2019 N
Learn how to come up with
SMART goals or
objectives
Make consultation with fellow successful leaders in
other departments or firms
M 20/5/2019 N
Improve on coaching skills
Attend various coaching seminars and acquire
experience
M 10/6/2019 N
Learn about decision
making
Conduct research and consult M 15/7/2019
Manager’s comments Signature
Date
Staff member’s comments Signature
Date

Australian Ideal College
Registered as Australian Ideal College Pty. Ltd.
ABN: 15 126 592 756
RTO No.: 91679 CRICOS Provider Code: 03053G
Campus: Level 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail]
Website: www.idealcollege.com.au
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Educating for Excellence
Appendix 5
Performance Appraisal Meeting Notes
Present: Manager <insert NAME>, Title
Employee <insert NAME>, Title
Date:
Time:
Purpose of meeting:
The manager opened the meeting and outlined the process to be followed, including the method of taking the notes during the meeting. All
stakeholders were welcomed in the performance appraisal meeting with a word of encouragement from the manager and coach. It was agreed
that performance starts with an individual as it progresses to the whole firm. Individual employees were to set SMART targets on their own that
would help them achieve high output in their areas of their specialization as this would lead to overall achievement of the company goals and
objectives[3] [6]. Employees would be motivated through rewards, increased salary and promotions for their efforts. Less performing workers
would be demoted or substituted with high performers. Managers would do annual assessment and evaluation on employee work output and
commitment. Employees would be rewarded during the annual general meetings conducted after the end of each financial year that will be in

Australian Ideal College
Registered as Australian Ideal College Pty. Ltd.
ABN: 15 126 592 756
RTO No.: 91679 CRICOS Provider Code: 03053G
Campus: Level 8, 75 King St, Sydney NSW 2000 Australia
Tel: [phone] Fax: [phone]
Email: [e-mail]
Website: www.idealcollege.com.au
AIC-UP- BSBMGT502–V2.0 Page 14 of 14
Educating for Excellence
December. Every stakeholder, customers, employees and management would be part of the efforts to make the company grow and thus their
commitments would be necessary towards achieving the company objectives [6]. The management would be in the fore front in ensuring the
performance is appraised in the firm. Employees would be required to commit themselves and cooperate with the management to enhance the
agreed upon deliverables. However, managers would help employees in setting targets and ensure that they are met.
Signed and dated:
/ /
<insert NAME>, Title
References
(1) R. Watermeyer. "Linking developmental deliverables to public sector contracts." In Designing Public Procurement Policy in Developing
Countries, Springer, New York, NY, Vol. 2, pp. 35-52, May 2012.
(2) D. Aziz, K. Katsutoshi, O. Queseth, H. Tullberg, M. Fallgren, M. Schellmann, M. Uusitalo, and M. Maternia. "Deliverable D8. 4
METIS final project report." Tech. Rep.2015.
(3) W. Unab, and M. F. A. Kundi. "Key Performance Indicators (KPIs) In Construction Industry of Pakistan." Journal of Strategy and
Performance Management 2, Vol. no. 4: pp.144-158, June 2014.
(4) K. Sørnes, Å. L. Sørensen, A. J. Almås, and M. Mysen. "Analysis of goals and KPIs in design projects." 2016.
(5) R. Garvey, P.Strokes, and D. Megginson. "Coaching and mentoring: Theory and practice." p. 79-81, June 2010.
(6) M. Connor, and J. Pokora. Coaching and mentoring at work: Developing effective practice: Developing effective practice. McGraw-Hill
Education (UK), 2012.