BSBMGT502 Manage People Performance

BSBMGT502 Manage People Performance-Allocate work and provide feedback
Assessment 1
1. Review the Australian Hardware simulated business documentation
provided to you by your assessor.
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2. Review the scenario below.
3. Arrange with your assessor:
a. a time and place to conduct the two role-plays:
The garden centre manager consulted.
The Wollongong Shop wants a person to do his / her role because of a customer
support and a sales agent's one year off. Kim Smith, an employee of a garden product,
must be allocated to the service client and sales agent.
A consultation with the seconded employee to set success goals.
The standards for success are
· Produce a monthly income of $8,000
· Assess the preferences of consumers and educate customers on hardware and
homeware products , based on an awareness of their usages.
Two minutes to process and process instructions
Timeframe, format and documentation standards, as defined in the following
specifications.
4. Carry out the role-play with the Garden Centre Manager consulting on
work to be allocated and resources available. Ensure you:
Discuss the position description.
Contract Revenue processing and reference to Checkout Employees Revenue
· Assess the preferences of consumers and educate customers on hardware and
homeware products , based on an awareness of their usages.
· Two minutes to accept and process orders
· May explain each product's usage
· Full up-sales and cross-sales
· Take an independent view in meetings with management to understand more
on and off the job
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· Collect a perception of the skill of the employee.
To consult the representative of the garden centre
· Kim 's willingness to achieve new tasks based on his current job experience in
an other role, as Kim is expected to pass the expertise in the garden centre to
the customer support and sales representative
· the willingness of Kim in the short term to acquire new skills
· the willingness of Kim to adjust to new colleagues and working environments
Collect casual suggestions to help the employee continue with a realistic
understanding of the standards of the role and how hard it will have to strive to
narrow some performance / skill / knowledge holes.
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5. Carry out the role-play with the seconded employee in order to allocate
work in a way that is efficient, cost effective and outcome focused. Ensure
you complete the following:
Briefly summarise how performance is measured and performance objectives are
set within the organisation.
Performance Measurement
Goal for revenue
Measured annually by $8,000
Product Knowledge
The capacity of each commodity to explain the usage
The attention of the consumer
Measured by the potential to build partnerships, up revenue and cross-
sales and to give consumers specialist guidance with minimum
discomfort
Change to technology for point-of -sale
Measured for a proper and prompt completion and processing of
orders
Targets for Performance
Successful customer support, including professional solutions and
easy support to customer demands as well as prompt and correctly
process ordering was defined in adherence to the $8,000 Revenue
Goal per month.
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a. In accordance with those processes, set performance objectives and
complete a work plan in consultation with the employee and it must be in
accordance with the Operational plan.
Employee Work Plan: customer service and sales
representative
Operational Plan Reference Activity
Financial Get a monthly income of $8,000
Customer Satisfaction
Advise specialists to fulfil
consumer requirements
Efficiency
Fulfill and process orders easily
and accurately with minimum
consumer annoyance
Learning and Development
Keep product awareness up to date,
any product usage, particularly
popular products and new ones
Discuss general expectations and code of conduct with employee.
General Expectations
· Generating monthly profits of $10,000
· Contract Revenue processing and reference to Checkout Employees Revenue
· Assess the preferences of consumers and educate customers on hardware and
homeware products , based on an awareness of their usages.
· Two minutes to accept and process orders
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· May explain each product's usage
· Full up-sales and cross-sales
· Take an independent view in meetings with management to understand more
on and off the job
Code of Conduct
 Respect and support the core values of the organization:
 Performance excellence
 Value for investors, customers and employees
 Personal and professional development
 Diversity
 Sustainability
b. Gain employee’s agreement
Work plan (as above) is the best and easy way to ensure Kim agrees and
understands performance expectations, objectives of the organisation.
 Respect for all and regard all (fellow administrators, studies, suppliers,
customers and stakeholders) equally
 Function according to the statute, guidelines and business codes of conduct
 Function to safeguard frankly the credibility of Australian hardware; prevent
the conflict of interest of evidence or appearances
 Safeguard other people's information in compliance with company information
and record management policy
c. Develop and agree on performance indicators
KPI (Key Performance Indicators)
KPI Name Definition Measurement
Sales Target Monthly sales
revenue $8,000
CSAT Customer Satisfaction Customer service
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Score rating 7 out of 10
Response Time
The time used to
provide experts
advice to customer
Under 20 seconds &
Use professional
methodology to ask
questions and provide
solutions
Efficiency
The time and
accuracy of
processing orders
Less than 10% error
rate & within 2
minutes
d. Provide preliminary feedback on performance.
 The output of the monthly revenues is 20% off goal because of short term
contract as anticipated.
 Kim is a specialist and willing to provide consumers with fast solutions in
compliance with consumer expectations. However, Kim's product awareness
and coordination with other workers do need to be strengthened.
 The exactness of the order processing is met. The amount of error is less than
10%.
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6. After role-playing with the manager and employee, identify two to three risks associated with the secondment in accordance with
the organisation’s risk management plan. Ensure you identify at least one compliance risk.
Risk Risk
likelihood
Risk
impact Controls Monitoring Timelines Responsible
The secondee
does not return Low Low
Keep the secondment
duration to a reasonable
length
Maintain contact
with them
Quarterly
and Yearly
Human
resources
Manager, store
manager
The secondment
may not work
out
High High
Ensure the secondee
discusses any issues with
the house manager
Use conflict
resolution provisions
if required
Monthly Store Manager
Secondee does
not come up to
speed quickly
Medium High
Ensure the secondee is
inducted, clarify the work
objectives and provide
mentoring
Keep in regular
contact Daily
Human
resources
Manager, store
manager
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