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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. 1
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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,formatanddocumentationstandards,asdefinedinthefollowing 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 2
·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. 3
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. 4
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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 ReferenceActivity FinancialGet 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 5
·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 ofConduct 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 NameDefinitionMeasurement Sales TargetMonthly sales revenue$8,000 CSATCustomer SatisfactionCustomer service 6
Scorerating 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%. 7
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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. RiskRisk likelihood Risk impactControlsMonitoringTimelinesResponsible The secondee does not returnLowLow 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 HighHigh Ensure the secondee discusses any issues with the house manager Use conflict resolution provisions if required MonthlyStore Manager Secondee does not come up to speed quickly MediumHigh Ensure the secondee is inducted, clarify the work objectives and provide mentoring Keep in regular contactDaily Human resources Manager, store manager 8