Managing Uncertainty in a Business Environment

The assignment content discusses various challenges that may arise in a business setting, such as unexpected absences of key personnel, supply chain disruptions, and changes in exchange rates. It highlights the importance of being proactive and prepared to adapt to these challenges by having alternative plans in place.

TUTORIAL ACTIVITY WORKBOOK
WORKBOOK 3 OPERATIONS AND CULTURE
On completion of Tutorial Activities for workbook 3 Operations and Culture, please email directly to your
Lecturer/Assessor.
This workbook containing activities 24-30 (Workbook 3 – ‘Operations and Culture’), must be completed, as an
essential component of your assessment plan, and is required to be completed before you sit your final exam
assessment.
Please note that areas in green are for assessors only
No part of this workbook may be reproduced by photocopying or any other means without written permission
from the Australasian Academy of Cosmetic Dermal Science.

AACDS WORKBOOK COVERSHEET
Please submit to your AACDS lecturer.
Unit 1.4 Practice Management and Administration
Course
(Please select)
10510NAT Advanced Diploma of Cosmetic Dermal Science
52709WA Graduate Diploma of Cosmetic Nursing
X 52707WA Graduate Diploma of Dermal Therapies
51107WA Diploma of Management (Medispa Practice)
AACDS ASSESSMENT POLICY
Assessments Marked “Competent” or “Not Yet Competent”:
1. Must be completed by the due date specified in the
student manual for each corresponding unit.
2. If a student fails to meet the due date as specified, this
may incur additional fees to extend unit access.
3. If a student consistently achieves “Not Yet Competent”
and demonstrates poor performance in all
assessments, AACDS reserves the right to terminate
the student’s enrolment for the corresponding unit.
Graded Assessments/Exams:
1. Must be completed by the due date specified in the
student manual for each corresponding unit.
2. A student will have the opportunity to resit a failed
assessment, however on the second attempt the pass
mark will increase by 10%.
3. If a student fails on the second attempt, the student
must re-enrol into the failed unit at the current full-fee
GR A D E (I F AP P LICA BLE ): Competent
x Not Yet Competent
Please Resubmit this Assessment by:
AS S E S S M E N T FE E D BA CK F R O M LE CT UR E R :
Please review activity 25 and 28(4)
COM P LE T I O N OF AL L T UT OR IAL AC TIV IT IE S :
Yes No
RE COM M E N D AT IO N T O S IT F IN A L E X AM
Yes No
AS S E S S O R ’S SIG N AT UR E : DAT E :
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ACTIVITY 24
SUPPLIER DETAILS
Complete the worksheet using information found in the example of suppliers’ terms of trade document
(Ultraceuticals) on page 5 and 6. Additional research may be necessary to complete this activity.
I N S T R U C T I O N S
Complete the sheet below using information from your organizations product suppliers or information found in the
example of supplier’s terms of trade document. Additional research may be necessary to complete this activity
Question 1 x Yes No
How long has this supplier been operating?
The supplier firm ULTRACEUTICALS pty ltd has been operating from 1991.
Question 2 x Yes No
Are they local, interstate or international?
The organization operates in local as well as in the international market.
Question 3 x Yes No
How well know is their product?
The skin care products of the company are used by millions of consumers across various nations including AUSTRALIA,
RUSSIA, HONGKONG, GREECE AND NEW ZEALAND
Question 4 x Yes No
What types of businesses do they supply?
ULTRACEUTICALS is leading Cosmeceutical brand and they supply products to various skin care clinics, plastic surgeons
and dermatologists. They also render products to Beauty therapists and salon owners.
Question 5 x Yes No
What are their terms of trade?
As per the terms and conditions of the company payment needs to be done within 30 days of the invoice date. If the
debt of the applicant business becomes overdue for 60 days than interest at the rate of 1.5 % will be charged on all
the over dues. Minimum opening order value is $2,500 and minimum ongoing order value is $300. free postage and
handling is provided when order exceeds $500. 30-day account is available for approved customers and RRP is also
rendered which includes 45% profit margin.
Question 6 x Yes No
What is the mark up?
The company offers 85 % markup on wholesale price.
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Question 7 x Yes No
What support do they offer?
Management of ULTRACEUTICAL works with the objective to render quality services to their consumers. A fair and
reasonable policy has been formulated by the company for its consumers. The company ensures that all the
commodities listed on their website should be currently in stock and pricing of the product is also kept fair and
correct. Delivery of the products is done within the time-frames of 30 days. The consumers can take online skin
consultation from the experts of the company.
Question 8 x Yes No
Can they back up claims about their product?
The company has formulated a return back policy and if the consumer is not satisfied with the quality of product than
all the purchased goods can be returned back to ULTRACEUTICAL within 14 days of purchase. Full refund is offered by
the organization to the
Question 9 x Yes No
What training is available?
Trained Skincare professionals provide assistance in doing skin diagnosis before purchasing the products of the
business. Online SKYPE consultation is also rendered by skin experts of ULTRACEUTICAL. In addition to that trained
authorized stockist has been appointed by the firm in selected stores and leading clinics.
Question 10 x Yes No
Is there a minimum opening order?
Yes, the ULTRACEUTICAL firm has set limits for minimum opening order value and it is $2,500.
Question 11 x Yes No
Is there a minimum quantity of each product ordered?
NO there is no limit on quantity of each product order.
Question 12 x Yes No
Are there samples, testers and promotional material? Are they complimentary or do you have to purchase them?
Company provides free skin diagnosis to its consumers before they purchase the products of the company. This is
complementary and no charges are taken by the company for this service.
Question 13 x Yes No
Will they support you with costs associated with marketing their product?
YES and free handling and postage on delivery of orders is provided by the company.
Assessor’s comments
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ACTIVITY 25
STOCK AND EQUIPMENT CONTROL
Using the information already entered to complete the ‘Stock and Equipment Control’ activity provided.
I N S T R U C T I O N S Yes x No
Using the information provided complete the stock book below
Note:
Example of a Stock Book (stock in reserve is on hand but not on the display for sale. this stock is on hand in the
storeroom or in a cupboard)
Description Count
Date
Min.
Stock
Levels
Stock on Hand Sold Total Order Received Delivery
Date
C
o
st
Floor Reserve
Cleanser 12/3/07 8 3 2 3 5 3 3 20/3/07 $15.95
Cream 12/3/07 6 1 0 5 1 5 4 20/3/07 $25.95
Eye Cream 12/3/07 6 2 2 2 4 2 3 20/3/07 $25.95
Exfoliant 12/3/07 8 2 3 3 5 3 1 20/3/07 $15.95
Vit. Serum 12/3/07 8 4 2 2 6 2 2 20/3/07 $29.95
Sunblock 12/3/07 12 3 3 6 6 6 8 20/3/07 $25.95
Assessor’s comments
Sold = Min stock - (floor + reservce ); Total = (floor + reserve) ; order = min stock - total received (=total)
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ACTIVITY 26
WEB DEVELOPMENT
Developing web content for your business is a very worthwhile exercise to define and refine your service offering to
your customers. It takes a great deal of effort and care to create eye-catching content that is clear and concise and
accurately reflects your key message.
Review the document ‘Writing Great Content for Your Website’ on page 9 and the DFAT website on Guidelines for
Preparing Accessible Content (available in a search) and then complete the following tasks:
A. Navigate a web page and become familiar with the pages listed below:
 Home
 About us
 Contact us
 Services
 Frequently asked questions
 Testimonials
B. Using the information you have gained, write a title and at least a paragraph of text content for each page in A. to
include in a web page for your Medispa business. To adequately provide information about your services you may
want to design packages to reflect customer preferences. Refer to the Part B business plan requirements.
x Yes No
(see: http://aid.dfat.gov.au/business/Pages/web-content-accessibility-guidelines.aspx)
Title Medispa
Home Information will be provided about various services offered by the venture. Details will
be mentioned about skin care treatments and dermatological care which is provided
in the venture. Information about Diverse treatments like chemical peel, hair removal,
laser treatments and cosmetic surgery will be provided.
About Us Information about opening date of the Medispa, details about founder of the spa will
be mentioned. Mission and vision of the corporation and objectives for founding the
Medispa will be described.
Contact Us Proper communication details will be provided here so that consumers can contact
the service executives of the organization. Phone number, postal address and E-mail
address of the Medispa will be provided there. Moreover an appointment request
form will also be posted so that customers can contact immediately if they have any
urgent medical problem.
Services Apropriate details about diverse services provided under the Medispa will be
provided here. Details about skin care treatments rendered by the venture will be
mentioned. Various attributes and features of the treatments will also be mentioned.
Cost and timing required for every services and detail description of professional who
will provide the services will be described.
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Frequently Asked Questions A detailed description about general questions asked by the consumers and their
answers will be mentioned. A list of all such queries made by the clients will be
described.
Testimonials A consumer testimonial will be designed near the bottom of the homepage. Photos
and opinions of people who appreciated services of Medispa will be described under
the Testimonial.
Assessor’s comments
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ACTIVITY 27
GAUGING CULTURE
I N S T R U C T I O N S - PA R T A
Answer the following questions to gauge the culture of your workplace
Question 1 x Yes No
What behaviors are rewarded and respected? What behaviors are punished or disapproved of?
Management of Medispa appreciate good work and render strict punishment for wrongdoing of the employees. Staff
members who receive positive feedback from consumers for good skin care services are given rewards. Employees
who complete their assigned task on due time are also appreciated. Workers who takes initiative for doing additional
job and give innovative suggestions are rewarded. Staff members who show regular absenteeism and lacks punctuality
are given punishment.
Question 2 x Yes No
How do people treat internal customers? External customers? Each other?
Customer service executives are trained in professional manner to provide effective services to external consumers.
Internal customers are also provided proper support and superior quality treatment. All the staff members work in a
team and provide cooperation and respect to each other.
Question 3 x Yes No
How would you describe the management style?
Participative style is followed for managing the manpower of the venture. Involvement of staff members is taken for
taking decisions of the business.
Question 4 x Yes No
What are people’s attitudes towards their job and the organization?
Employees work in an enthusiastic way and there is healthy competition among workers for getting performance
based rewards.
Question 5 x Yes No
What is the work ethic? For example, is it “she’ll be right” or a “get it right” approach? How hard do people work?
Work ethic for Medispa is to render respect to each individual of the organization. All the employees are expected to
behave in a professional manner and to provide support to fellow members. People work with dedication for
providing effective services to consumers of the venture.
Question 6 x Yes No
How much fun do people have while they’re working?
Management games and role playing sessions are organized from time to time and all the staff members
enthusiastically take part in them.
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Question 7 x Yes No
Do people socialize at all? What do they do at lunch and breaks?
During lunch and break time informal communication takes place between staff members. They discuss their work
related problems and other issues with each other.
Assessor’s comments
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Question 8 x Yes No
How much attention to detail do they pay? (Or not pay)
Proper attention is paid by employees to details. Proper investigation is done by them about rules and policies of the
organization. Notices and information placed on public notice board are viewed and observed by them and staff
members get involve in mutual discussion with each other.
Question 9 x Yes No
What time do people arrive and leave work?
Attendance register of the organization shows that majority of the employees are punctual and time schedule is
properly followed by them.
Question 10 x Yes No
How formally or informally do people dress?
The company has decided a formal dress code for all the workers and they sincerely follow it.
Question 11 x Yes No
Is there a relaxed or more formal atmosphere?
A formal atmosphere exist in organization and it is expected from the staff members that they will behave in
professional manner with each other.
Question 12 x Yes No
What are the systems like? Hierarchy-driven, protocol-driven, customer-driven or production-driven? Do they
emphasize checks and controls, innovation or freedom to act.
Customer driven system is there in the corporation. All the policies and strategies of the business are formulated
while keeping consumers at focus.
I N S T R U C T I O N S - PA R T B X Y E S N O
Assess whether you have a high-performance culture as described in the article High-performance companies: the
distinguishing profile by Richard L. Osborne and Scott S. Cowen (in your materials). Comment on what you could do, as
a company, to redress your inadequacies and improve your corporate culture towards high performance. (200 words)
Open discussion sessions are organized in the company for identifying work based problems of the employees.
Recommendations are taken from them making necessary changes in the organizational structure. Good ideas are
implemented in proper way for removing inadequacies and improving organizational culture.
Assessor’s comments
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ACTIVITY 28
JOB ANALYSIS
JO B A N A L Y S I S - ST E P 1 : A N A L Y S E T H E JO B
Refer to your lecture notes and the Kris Cole text references to help you complete your Job Analysis, Job Description,
Performance Review Tool and Personnel Specification.
 A job analysis should collect information on the specific tasks and duties needed for the job;
 The environment in which the job will be carried out. Examples of environments may be temperature extremes,
dangerous explosives, or remote locations, etc;
 What tools and equipment will be required? Safety equipment may be necessary or specific tools;
 Who to report to e.g. supervisor, manager, Senior Dermal Therapist, Senior Cosmetic Nurse, etc;
 Minimum standard required to perform on the job.
Question 1 x Yes No
Write a description of how you would conduct a job analysis for a Dermal Therapist position.
The dermal therapist need to perform various tasks including skin analysis, laser treatments and skin peeling. Different
types of chemicals need to be used for providing skin treatments. It involves the use of some hazardous chemical
substance. The tools required are Dermal rollers, IPL & Laser & microdermabrasion machine. The Dermal therapist will
be needing to report to senior cosmetic nurse. Diploma course in drmal therapy is required for working as a dermal
therapist.
Assessor’s comments
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JO B D E S C R I P T I O N – ST E P 2 : S P E C I F Y T H E D U T I E S , T A S K S A N D A C T I V I T I E S T O B E P E R F O R M E D
Your job analysis is a good start to preparing a job description. From the example provided above we can define
several Key Result Areas (KRA’S).
KRA’s
 Hairdressing Services;
 Communication;
 Computer skills;
 Retailing;
 Stock Control;
 House Keeping.
From each KRA develop the duties and tasks or Key Performance Indicators (KPI’s). There are usually two to three
KPI’s for each KRA.
e.g. Stock Control –
Stock takes monthly
Ordering of stock monthly;
Limits emergency orders reducing freight;
Takes advantage of specials, bulk incentives;
Presentation of stock;
Knowledge of retail products.
Remember from your lecture notes and Kris Cole text references, a job description also includes who the candidate is
accountable to and any other information about the position such as overtime, travel, hours of work etc.
Question 2 x Yes No
Write a job description for a Dermal Therapist or Cosmetic Nurse
We are looking for a confident experienced & professional dermal therapist to join our Medispa.
Applicants are required to have a minimum of 1 year experience in dermal therapy & hold a diploma of a dermal
therapist. If you have a strong drive & passion to expand your expertise into the cosmetic/medical beauty field then
this is the perfect position with the added bonus of fantastic discounts on all our services.
To be considered for this position we require to have a strong knowledge in skin function, be a permanent resident of
Australia, be well groomed, well spoken, enthusiastic, positive & passionate about growth.
Have experience in stock control & retailing & a minimum of level 2 in computer skills.
Casual position of approximately 30 hours per week with flexible working hours and most weekends off.
Overtime is available certain times.
Above award wages, achievable & generous incentives + work-life balance.
Own client base is advantage.
Please apply by email with resume, cover letter & include a recent photo.
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Assessor’s comments
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P E R S O N N E L S P E C I F I C A T I O N – ST E P 3 : D E S C R I B E T H E P E R S O N B E S T S U I T E D F O R T H E P O S I T I O N
What skills, knowledge and attributes will be required?
e.g. Must have as a minimum, Certificate 3 in Hairdressing, Level 2 in Computer Skills, a current First Aid Certificate,
and current clean driver’s license. An outgoing personality and good communication skills are essential. Previous
experiences in retailing and stock control are highly desirable but not essential.
Question 3 x Yes No
Write a Personnel specification for a Dermal Therapist / Cosmetic Nurse:
The dermal therapist must have completed qualification in dermal therapy. A minimum experience of three years in
serving a reputed skin clinic & level 2 in computer skills are required. Applicants must have effective communication
skills and a friendly & outgoing personality. A current First aid certification & driver’s license is also essential.
P E R F O R M A N C E R E V I E W
Finally using information from your lecture notes, the Kris Cole text references, write a Performance Review Tool for
the employee. Your performance Review Tool should closely match your Job Description. You must clearly define
KRA’s, KPI’s and Measures. Don’t forget to include an area to record any training needs that may be determined as an
outcome of a review. The review should also be dated to cover a particular period e.g. 3 monthly review, 6 monthly or
annual reviews. The next review date should also be noted. Include areas for signing for both the reviewer and person
being reviewed.
Question 4 Yes x No
Develop a Performance Review Tool. (Do not conduct an actual review; only develop a tool for use in review).
Competency rating method for assessing performance of staff member.
PERFORMENCE REVIEW TOOL FOR DERMAL THERAPISTS
PERFORMING AREA SCORE
 Hairdressing Services;
 Communication;
 Computer skills;
 Retailing;
 Stock Control;
 House Keeping.
 Presentation of stock;
 Knowledge of retail products.
 ON JOB BEHAVIOUR
 Team spirit
Personal and work place attitude
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Assessor’s comments
Question 4 requires you to write a simple tool (not just describe how you would do so).
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ACTIVITY 29
CONTINGENCY PLANS
Things do not always go according to plan. An event can occur which is unplanned or unexpected. It may be that this
event occurs because of a single cause or a combination of causes. It could be the result of change in products or
services provided by suppliers. It could be that machinery breaks down unexpectedly or because of industrial action.
Whatever the reason, you may find that your plan of action needs to be changed to meet an unexpected event.
It is important to consider what can go wrong and to plan for that eventuality. This is the concept of contingency
planning. You need to have a fallback plan in case of a contingency – an unexpected event occurring.
Each organization will have different issues that could arise which could impact temporarily upon its performance.
Consider the following list. Some difficulties may apply to the team you lead or the section you manage and some may
not. Indicate what you believe might be an appropriate course of action to overcome the anticipated difficulty using
you workplace as the basis of you answer.
Question 1 x Yes No
Complete the contingency planning exercise title ‘Contingency Plans – When Things Go Wrong’.
Event Possible Contingency P l a n
An unexpected labour shortage because of new
employers in the area taking on staff
Employee referral program can be started.
Breakdown of critical machinery which cannot be fixed
for a week
Another machines can be used in additional
time for completing the work.
Supplier of products and/or services closes for a week
because of a death in the family
Alternative source of supplier can be identified
and orders can be given to them.
Change in exchange rates makes stock temporarily more
expensive
Additional operational costs can be reduced for
meeting the challenges
A two-day strike occurs but the production is needed for
a big order
Employees should be requested for working in
extra time schedule.
Supply of stock from another department / team does
not arrive on time
Proper instructions can be given on telephone
for supplying the material on time
A key person whose knowledge is critical to a process
becomes ill and will be off work for a week
External person can be hired on a temporary
basis.
An accident occurs that needs to be investigated, which
halts output for a day
Two employees can be appointed for
conducting the investigation.
Assessor’s comments
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ACTIVITY 30
MEETINGS
Complete the short answers in Activity 30 ‘Meetings’.
Question 1 x Yes No
Discuss the benefits to the organization and to team members of conducting regular team meetings. (50 words)
Regular meetings aids in identifying work based problems faced by the staff members of the organization. It supports
in taking better decisions for the team and task and assignment can be completed in an effective way. Mutual
understanding among group members increases and they work with more coordination and render cooperation to
each other.
Question 2 x Yes No
Summarize the different types of meetings that can be organized in a business context. (50 words)
Problem solving meetings are arranged in the organization for solving work based issues of the staff members. On the
other hand, decision making meetings are organized for making policies and strategies for accomplishing desired
objectives of the organization. All the employees are encouraged for giving their valuable suggestions and
recommendations for making necessary changes in the organization.
Question 3 x Yes No
Provide an example of a meeting plan (agenda) and explain the purpose of the main points discussed. (100 words)
Meetings are organized for deciding on a particular issue by making involvement of all the team members. For
example – The organization is planning for conducting a training session on communication for its employees. It is
essential that all the staff members should be informed appropriately and their permission and opinion should be
taken about the training program. A meeting can be organized for accomplishing this objective. A notice will be placed
at notice board in which meeting date, time and location will be described. Separate E-mails can also be sent to the
staff members for informing them about the meeting. A proper discussion was held with them and importance of
organizing training session on communication will be disclosed to them. Staff members appreciated this effort of
management and agreed for joining the training program.
Question 4 x Yes No
Identify and discuss the seven steps in the decision making process. (100 words)
In the meeting organized in the firm for taking decision about conduction of training session. Various steps of decision
making process identified are as follows-
1- Objectives of organizing meeting was discussed with the group members.
2- Proper details are provided to all the staff members about the topic for which the meeting was organized.
3- Group members were encouraged for giving their ideas and suggestions.
4- All the team members discuss about various alternative options that can be adopted.
5- Proper evaluation and assessment of alternative options is done by the team members.
6- Best options are decided from the list of various alternatives and views of all the group members are taken about
the selected option.
7- The decision taken is executed.
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