Company Performance Monitoring System

This assignment requires students to design a comprehensive system for monitoring and updating a company's performance. The system should encompass at least four key steps, including data capture, record verification, storage, and comparative analysis with previous records. Students are also expected to utilize various appendix templates provided, which cover aspects like operational plans, training programs, third-party reports, observation checklists, and glossary definitions. The goal is to create a practical and effective system for tracking company performance and identifying areas of improvement.

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BSBMGT517 Manage operational plan
LEARNER WORKBOOK
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Table of Contents
Student Instruction Guide.......................................................................................................................................3
Mandatory reading chapters from the textbook.....................................................................................................6
Learner Details and Declarations.............................................................................................................................7
Student Checklist....................................................................................................................................................8
Assessment Record.................................................................................................................................................9
Assessment One - Written Questions......................................................................................................................9
Assessment Two – Case Study...............................................................................................................................14
Assessment Three – Practical Assessment.............................................................................................................17
APPENDIX TEMPLATE LIST.....................................................................................................................................22
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Student Instruction Guide
Each student must read and adhere to each instruction listed below. If you are unsure of any of the items listed,
contact your trainer, assessor or student services for assistance.
The following assessment instructions must be adhered to;
1. Each student must complete the Learner Declaration in this Learner Workbook. This section requires each
student to acknowledge that the work submitted is their own and has not been copied. Failure to do so will
result in the Learner Workbook being returned for completion thus delaying the assessment.
2. Make sure you have read the Learner Guide and accessed the required text (hard copy or via e-text) prior to
commencing and completing any of the questions and activities in this Learner Workbook.
3. If you are unsure of the requirements of a question, activity or project – please contact your trainer for
clarification. Reasonable adjustment options are available however this must be arranged with the Training
Department prior to assessment.
4. You must ensure that you have attempted and completed all assessment tasks; written questions, case
studies, activities and projects in the Learner Workbook prior to submitting this for marking.
5. Use the Student Checklist to ensure you have completed all relevant sections and attached the required
evidence files.
6. If a Third Party Report is being submitted, you must also submit a certified copy of the third party’s
management OR business qualification which must be witnessed by a Justice of the Peace (JP).
7. You must email your completed assessment to the Training Department. Assessment submissions will only
be accepted by upload via the eChoice student portal. Please see the User Guide – How to submit my
assessments online for further instructions.
8. You must follow your study plan which contains important information about your expected start and
completion dates for each unit of competency.
9. All of the above items must be adhered to. Failure to do so will result in your work being returned to you,
delaying the marking of your assessment.
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Student Instruction Guide continued
The following assessment instructions must be adhered to;
10. Written responses
Written questions require in-depth responses and one line answers may not be sufficient to be deemed
satisfactory. There is no specific word count required for any assessment and the size of the answer boxes in the
Learner Workbook are not indicative of the required length of your answers.
A general rule of thumb is to use as many words as you need in order to demonstrate your full understanding of
the knowledge and/or skill component. This may differ greatly between candidates in line with varying individual
language and literacy skills.
11. When conducting online research
You must always provide the website link/s when sourcing information from online sources such as academic
journals, industry websites and resource centers.
12. Referencing
Ensure your work is referenced to prevent plagiarism. For more information on plagiarism and referencing, refer
to the Student Handbook.
13. File naming protocol
Prior to submission, your Learner Workbook must comply with the file name protocol below.
 The file name must follow this format: your full name_unitcode_Workbook
Use the ‘save as’ function to save your workbook and replace ‘your full name’ with your first and last name and
the date of submission in the file name.
14. You must not delete or alter any sections or wording in the learner workbook.
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Student Instruction Guide continued
Understanding the assessment grading system
Assessments for qualifications are competency based, which means students are assessed against the unit of
competency (unit) requirements. Assessment results are recorded as follows:
 Satisfactory (S) result: the student’s submitted work satisfies the learning requirements and all
competency standards for the unit (in accordance with the National Register www.training.gov.au).
 Not Yet Satisfactory (NYS) result: the student’s submitted work does not demonstrate their
understanding of all competency standards in the unit. If a student receives a ‘not yet satisfactory’
outcome, he or she will receive written feedback from a trainer/assessor, clearly outlining where the
gaps are. The student will then be required to rectify these gaps and re-submit their assessment for
marking.
Once a student receives a satisfactory result for all required assessment tasks a competent (C) outcome will be
awarded for the entire unit. The student must demonstrate their understanding of all competency standards in each
unit before receiving a competent outcome.
Important note: Each student has three (3) attempts to achieve a competent outcome. If the student is deemed Not
Yet Competent (NYC) on the third attempt, the student may need to re-enrol into the unit as per First Choice
Training’s Assessment Policy.
In keeping with a paperless system, the Learner Workbook is assessed with comments and this document will be
returned to you as a PDF document. For each re-submission, you will need to update your existing Learner
Workbook by deleting the incorrect answers and replacing them with your new responses. Remember to update
theLearner Details and Declarations section with the new submission date each time.
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Mandatory reading chapters from the textbook
Management Strategies and Skills 2nd Edition by Judith Dwyer and Nicole Hopwood, McGraw Hill Education 2013
Chapter 10 – Staff Recruitment, Selection, Induction, and Termination: Section 10.4 – The induction process
Chapter 11 – Assign Duties and Appraise Performance: Section 11.5 – Constructive solutions to problems
Chapter 12 – Manage and Implement Operational Plans
Chapter 13 – Manage Projects: Section 13.3 – Administer and monitor the project
Chapter 21 – Responding to Change: Section 21.2 – Change agent
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Learner Details and Declarations
Learner Details
Full name:
Address:
Email:
Important information
Please complete the following assessment activities and submit to your trainer and assessor for marking.
No submitted work will be assessed unless the appropriate declaration has been signed (below) and submitted.
Learner Declaration
I declare that no part of this assessment has been copied from another person’s work with the exception of where I
have referenced external sources. I declare that no part of this assessment has been written for me by another
person.I understand that by typing my full name in the student signature field this is equivalent to a hand-written
signature.
Student full name:
Student signature:
Date submitted:
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Student Checklist
Prior to submitting your Learner Workbook, you must use the learner checklist to ensure all sections and evidence
files have been completed in this Learner Workbook.
Learner Workbook
Document item Have you completed this item?
(insert a cross against each item)
Yes No
Learner Details and Declaration has been signed Yes
All assessment tasks have been completed in full Yes
Separate documents are named according to the file naming protocol Yes
Case Scenario 2
Document item
Have you completed this item?
(insert a cross against each item)
Yes No
1 x Induction program Yes
Case Scenario 3
Document item
Have you completed this item?
(insert a cross against each item)
Yes No
1 x Procurement policy Yes
Project 1
Document item
Have you completed this item?
(insert a cross against each item)
Yes No
1 x Operational Plan Yes
1 x Training Plan Yes
30 minute video recording of the presentation (OPTION A)
1 x Third Party Report (OPTION B)
1 x Third Party Declaration
1 x Witness Declaration
Copy of the observer’s management OR business qualification at a Diploma
level or higher signed by a Justice of the Peace (JP)
Yes
Any additional learning resources used throughout the presentation
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Assessment Record
STUDENT NAME:
1st Submission Feedback
Reasonable adjustments
made: Yes No
Outcome: Satisfactory
Not yet satisfactory
Assessor Signature: Date:
2nd Submission Feedback
Reasonable adjustments
made: Yes No
Outcome: Satisfactory
Not yet satisfactory
Assessor Signature: Date:
3rd Submission Feedback
Reasonable adjustments
made: Yes No
Outcome: Satisfactory
Not yet satisfactory
Assessor Signature: Date:
FINAL RESULT
COMPETENT (C) NOT YET COMPETENT (NYC)
Assessor Signature: Date:
Assessment One - Written Questions
For each question, you must record your written response in the space provided.
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Q1. What type of resource requirements do you need to consider for an operational plan? Your response must be
approximately 100 words in length.
An operational plan is constructed when there is a need to attain a vision. The vision could be both short-term and
long-term. This is required at the different stages to either acquire a competitive advantage or to enhance the
business profitability. In every identified purpose, some resources are required. Those resources are as follows:
Physical resources-
This include but are not limited to such as the required machineries to use, the locations to relocate and the lands
to facilitate the needed construction (Fuerst 2013).
Human resources-
This includes the recruitment of required staffs. The requirement may vary from industry to industry and from one
vision to another. For example, if the operation plan is related with the improvement of marketing plan then this will
require having expert professionals who could effectively conduct the process. Additionally, there will also be the
requirement to give training to those that are experienced and have had invested a significant time in the specific
company (Fuerst 2013).
Financial resources-
This will be required on the activities that have been highlighted such as purchasing of machineries, investments
on land purchasing, expenditures on interview process and also on the training process (Fuerst 2013).
Q2. Who do you consider to be essential to the consultation process when preparing an operational plan? Your
response must be approximately 50 words in length.
It varies from one organization to another. In general, it is better to include the entire stakeholders to consult
the operational plan. The consultation is required with the board of directors as they will approve the same. It is
also required from the human resource department. They will plan the required resources for the plan.
Moreover, consultation with employees especially to those who are tenured. They may also help with necessary
suggestions (Fuerst 2013) .
Q3. Explain how you will acquire physical resources. Your response must be approximately 100 words in length.
Acquisition of physical resources goes through a systematic process. To get the required physical resources for the
planned operational plan, an approval from the managing directors will be needed. This will help the process to
reach to the next level. In the next level, the human resource management will discuss with the admin
department for getting the approximate figure of the entire expenses. Once the estimation is received, the admin
department will get in contact with the company’s finance department to check the available funds. The finance
department will make the budget for the project and accordingly will release the required expenditures for the
acquisition of identified physical resources (Fuerst 2013).
Q4. Apart from the SMARTTA method, list three (3) alternate approaches to developing key performance
indicators for a business.
1. Useful KPIs Trump Actionable KPIs (Pitiyanuwat 2015)
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2. Metric Types Classified by Use (Pitiyanuwat 2015)
3. Interim Metric Identification Process (Pitiyanuwat 2015)
Q5. Based on your company or an organisation you are familiar with, outline and explain the steps involved in
the induction process. Your response must be approximately 200 words in length.
Following are the different steps that are generally involved in an induction process (Daskalaki 2012):
 Welcoming the selected professionals
 Explaining about the company
 Making the professionals familiar to the departments where they will work. This will help them avoid the
harassment that is a part of first day at workplace while searching the specific department. This will also
allow them mix up with the tenured employees who all are the part of the same departments.
 Giving the company’s manual to the newly recruited professionals. This will help them in integrating with
the policies of the company. Moreover, they will also be able to know much about the company, which is
necessary to understand the work culture. Furthermore, they will also get to know the company’s
mission and vision, which will encourage professionals to align their contributions to the identified goals.
 Briefing them on the extra benefits apart from the basic pay. Additionally, they will also be made aware
with the leave and holidays policies.
 Future training and development process will also be explained if it is feasible with the specific
organization.
 At the end, they will be asked if they have any queries of any difficulties to understand any part of the
induction. They will be taken through the process again if such thing happens.
Q6. List and explain three (3) strategies that could be used to acquire physical resources and services for a
company.
1. Preparing an operation plan-
This will include the documentation of every required resource such as the physical resources. The
documents will be submitted to the managing directors. They on the basis of agreed views will arrive on
a conclusion. The agreed views will include the managing directors and the entire stakeholders (Fuerst
2013).
2. Project timeline-
This will include a follow up process for the escalated requirements. Moreover, an approval from the
board of directors is waited (Fuerst 2013).
3. Communicating with the human resource and the finance department-
This will be done to get the further instructions from the HRM on how to approach with the plan.
Moreover, the financial department will then be approached once the documentation is approved
(Fuerst 2013).
Q7. It is important to understand the intellectual property rights and responsibilities when acquiring resources
and services for an organisation. Research and provide an explanation of your understanding of the following:
 CopyrightAct 1968
 Privacy Amendment (Enhancing Privacy Protection) Act 2012
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 Intellectual Property Laws Amendment Act 2015
Your response must be approximately 500 words in length.
Copyright Act 1968-
The act came into existence in the year 1968 in Australia. It was brought in existence to protect the intellectual
property and its rights. The intellectual property for a company can be anything such as the different physical
resources. Ensuring the intellectuality of physical resources at the time of its acquisition is necessary to ensure
the followings (Gleeson, Tienhaara and Faunce 2012):
 This will help to purchase only those resources that are high on intellectuality. Moreover, duplicity will
be avoided.
 Such strategies do ensure that investments have been made in an appropriate direction.
 This will also help to avid an unnecessary use of funds, which is necessary to enhance the profitability
venture.
 This will also ensure that employees keep a good care of the intellectual policies
Privacy Amendment (Enhancing Privacy Protection) Act 2012-
The policy is a modified version of Australian Privacy Principles, which encourages the assurance of privacy
protection. The acquisition of physical resources required to implement an operational plan will need to meet
the following criterions (Gleeson, Tienhaara and Faunce 2012):
 A company looking to acquire physical resources for a proposed operational plan need to have a well
defined privacy policy, so that, it is in compatibility to the Australian Privacy Principles (or APPs)
 They are not supposed to disclose any ideas such as the marketing ideas if they have any
 If the business deal is with an overseas organization then it is necessary to check whether the overseas
organization complies with the Australian Privacy Principles (or APPs).
 Companies should have adequate and suitable policies to handle the complaints.
Intellectual Property Laws Amendment Act 2015-
This amendment is to bring a much simplified IP system in Australia. One of the biggest benefits of the
amendment will be that the innovators and the inventors will find things lot easier now to patent the same
through just a single examination and the single application process. This policy will help to set up a single
economic market in between the two specific countries. This policy will also enable filing the intellectual
properties equally in the two different centers Australia and New Zealand. The filed application will be accessible
from the two different offices at the two different places. The policy will also encourage the generic medicines
manufacturers to produce patent medicines for life killing diseases such as malaria and tuberculosis. Such
medicines will be sent to developing countries where people have no access to such medicines. This reflects a
significant role of Australia as an international citizen (Gleeson, Tienhaara and Faunce 2012).
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Q8. Describe three (3) systems or processes that you can use to monitor the achievement of profit and
productivity targets. Your response must be approximately 200 words in length.
1. Gross profit margin is one of the processes, which is used to measure the achievement of profits. This
will tell the gross profits over the entire sum that has been invested (Jamaludin, Ahmad and Ramayah
2012).
2. Net profit margin is another process to measure the productivity of the implemented plan. This narrows
down the profit margin as it involves every single associated costs not just the direct ones. This will be
less than the actual gross profit margin; however, will tell the actual profits on all the expenses made
over a specific operational plan (Jamaludin, Ahmad and Ramayah 2012).
3. Return on Investments (ROIs) is another very effective process that gives its calculation in percentage
figure. This helps to measure how well the implemented plan is performing. Profits thus incurred in the
different years can easily be calculated by plotting it on a graph. Moreover, this helps to conduct a
comparative analysis of profit’s behaviour (Jamaludin, Ahmad and Ramayah 2012).
Q9. Complete the table by identifying three (3) causes of staff under-performance and recommend a solution for
each cause.
Causes of under-performance Recommended solution/s
1. Staffs are underperformed when they are not
able to finish up the project within a set deadline
for it (Sibanda et al. 2014).
The recommended solution will be to identify the
possible flaws, which could have hampered the
project. This could include many such as identifying
those who have been incompetent in the group.
Moreover, in all the future projects the selection of
staffs will be made on the identified strategies
during a specific project.
2. Staffs are underperforming when they are not
able to justify their roles (Sibanda et al. 2014).
Efforts will be required to pull out the possible
reasons behind the unawareness with the respective
roles. If it is because the staffs are not very familiar
with the roles then there will be the requirement to
train them. In this way they could head for solving
the issue. However, if it is related with their
negligence then that must be dealt with strict action
such as warning them for not to repeat the same
thing again or else they will be liable for the
consequences.
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3. Staffs will be termed as underperformed when
they are not able to meet the targets (Sibanda et
al. 2014).
In all such situations, there is a need to push them.
There is the needs of few feedback session, which
will focus on highlighting the area of flaws that
actually hampered their production. Moreover, the
identified staffs will be asked to focus more on the
identified areas.
Q10. Operational plans allow managers to track performance, achieve objectives, minimise disruptions and
improve business operations. Researchand explaintwo (2) models or methods that are used to shape operational
plans.
1. Issues-Based Model for Strategic Planning is one of such models that will help to facilitate the
implementation of operational plan. This is indeed a very important model as it is based on identifying
issues that could hamper the progress of plan (Belekoukias, Garza-Reyes and Kumar 2014). This is
effective as well because it works on 5-7 current issues that the plan is facing. Moreover, suitable action
plans will be made to mitigate every single issue over the next 6-12 months.
2. Model for Conventional Strategic Planning is another very important model that will help to develop a
suitable mission or vision. It provides a good look on both the outside and the inside of the organization.
Accordingly firms can develop the relevant action plans. However, this model is useful only when the
specific company has sufficient resources with it. Moreover, the specific company should not have a
long-list of issues. The model thus will be effective if it is implemented after Issues-Based Model for
Strategic Planning as the issues-based model will help to mitigate the issues (Belekoukias, Garza-Reyes
and Kumar 2014).
Q11. Complete the table by identifying one (1) policy, one (1) practice and one (1) procedure that must be
considered when developing an operational plan. Provide an explanation for each example.
Policy There are ample of policies
that are associated to an
operational plan. It is even
more difficult to select only
one policy; however, to satisfy
the needs of the question, one
of such policies will be to
reduce the workplace hazards
(Sachdeva and Malhotra
2015).
Explanation Workplace hazards can be anything that has
potentials in it to cause an unwanted accident
at the workplace. For example, the surface in
the lab is very slippery. This may be fatalistic to
those who will go inside the lab. They may fell
down and get an unwanted injury like broken
legs or hands. This is one of the kinds of
workplace hazards.
Practice Ample number of practices Explanation The practice to identify the workplace hazard
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should be implemented at the
workplace. One of such
practices includes but are not
limited to such as the practice
to identify the workplace
hazards (Sachdeva and
Malhotra 2015).
will help in taking significant steps, which could
be helpful in mitigating the possible hazards.
Nevertheless, an action is only viable when a
requirement for it has been felt.
Procedure In case of slippery surface,
cleaners need to be
approached to get it clean
properly. There is also a need
to ensure that cleaning
process is done on a regular
basis (Sachdeva and Malhotra
2015).
Explanation Cleaners will help to get the surface clean. They
are the right person for the identified hazard.
Moreover, ensuring a regular cleaning of
surface will ensure a reduced or possibly no
hazards in the lab.
Q12. In your own words, explain how an operational plan assists with the achievement of the organisation’s
objectives. Your response must be approximately 150 words in length.
Operational plan helps to attain the set objectives. This can well be understood from a simple example. Suppose
that a company has planned to enhance its marketing capabilities so as to reach a wider customer base and
hence, drive more profitability. For the identified purpose, there is a need of putting added emphasis on the
marketing activities. This may include but is not limited to such as introducing a new marketing strategy that has
never been adopted before. The adoption of a new marketing strategy like the online marketing will definitely
need consultation from expert marketing professionals. Additionally, there will also be the need of some
additional human resource. Financial resources will also be required. This is indeed a significant change in the
operation. Moreover, there will be the need to guide such a big process without any failure. This is where an
operational plan becomes a viable fact. Operation plan will indeed help through the entire process of bringing
the change.
Q13. Research and explain the relevance of two (2) pieces of legislation in the context of developing an
operational plan. You must provide the website link/s as evidence of your research.
Legislation Website link/s Explanation
1. Australian Work
Health and Safety
Strategy 2012–2022
https://www.safeworkaustralia.gov.au/about-
us/operational-plan
It is a national body that deals
with the improvement of
system needed to provide a
safe and healthy workplace to
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employees. it can be termed as
governing policies, which is
continually working on
improving the working
standards at the workplace.
Such standards can be attained
by achieving a maximum level
of safety at the workplace.
2. Local Government
Regulation 2012
http://www.etheridge.qld.gov.au/operational-
plan
The policy is designed to guide
the preparation of an
operational plan that will have
essentials ingredients in it. Such
necessary ingredients are
output activity, responsibility
and outcomes. The required
output activity will be identified
from the “Councils Corporate
Plan”. The council will decide
the different output activities
that are required. In the
responsibility section, a
manager will be identified who
will bear direct accountability to
achieve the targets. In the
outcomes section, the relevant
outcome will be reported.
Outcomes can be identified
separately for every activity
derived from the Councils
Corporate Plan.
Assessment Two – Case Study
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Case Scenario 1
You have been asked by the owner to prepare and review the budgetary figures for the AAA Car Insurance company
for the financial year 2015/2016. Complete all tasks below and enter your calculations into the Budget Worksheet
provided.
TASK 1
Complete the budget calculations for this individual based on the information supplied.
TASK 2
Based on the figures provided, has this person met their budget expectations?
No, the persona has failed in meeting the budget expectations.
TASK 3
What is the 'net worth' of this person (net worth = income after tax minus expenses) based on:
Budgeted figures $50,000
Actual figures $60,000
TASK 4
Is the person better or worse off financially? By how much?
The person has not budgeted correctly as the figures explain that they have been financially better off as they
have additional money. There is an excess of $3000 found in the personal budget.
INDIVIDUAL PERSONAL BUDGET
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Financial Year 2015 / 16
CATEGORY BUDGET
AMOUNT
ACTUAL
AMOUNT DIFFERENCE
INCOME:
Wages and Bonuses $13,300 $27,000 $13,700 (+)
Interest Income $300 $200 $100 (-)
Investment Income $12,000 $10,000 $2,000 (-)
Income Subtotal $25,600 $37,200 $ 11,600 (+)
INCOME TAXES WITHHELD:
Federal Income Tax $3400 $4,800 $3,400 (+)
Income Subtotal $29,000 $42,000 $13,000 (+)
EXPENSES:
HOME:
Mortgage or Rent $1,000 $500 $500 (-)
Homeowners/Renters Insurance $1,000 $500 $500 (-)
Home Repairs/Maintenance/HOA Dues $5,000 $2,000 $ 3,000 (-)
UTILITIES:
Electricity $1,000 $1,000 0
Water and Sewer $400 $600 $200 (+)
Telephone (Land Line, Cell) $1000 $1,000 0
FOOD:
Groceries $5,000 $5,000 0
Eating Out, Lunches, Snacks $1,000 $1,000 0
HEALTH AND MEDICAL:
Insurance (medical, dental, vision) $2,000 $2,400 $400 (+)
TRANSPORTATION:
Car Payments $500 $2,000 $1500 (+)
Gasoline/Oil $1,000 $500 $ 500 (-)
Auto Repairs/Maintenance/Fees $500 $ 500 0
Auto Insurance $1,600 $1,000 $ 600 (-)
Expenses $50, 000 $60,000 $10,000 (+)
Surplus/Shortage (Spendable
income minus expenses &
investments)
Excess $3,000
N.B.:- (+) indicates surplus amount
(-) indicates the shortage amount
Case Scenario 2
There is a lack of information about employee inductions at the CoffeeVille Store. Your task is to develop an
induction program that provide information on the following:
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1. Orientation to the organisation
o Organisation’s vision, structure and products/services
o Working environment
o Policies on alcohol, drugs, smoking and misconduct
o Details of employment arrangements
2. Orientation to the team
o Work space and layout
o Information about hours of work, breaks and reporting lines
o Emergency procedures and systems
3. Induction training plan
o Job training such as interpersonal skills
o Mandatory training relating to health and safety
o Professional development options
o Training evaluation and feedback system
Use Appendix 6 to complete this activity.
Case Scenario 3
According to CoffeeVille’s Policies and Procedures and Employee Handbook, there appears to be limited
information about how physical resources are acquired within the business. Your task is to develop a procurement
policy that covers the following:
The purpose of the policy
The scope
Responsibility
Relevant legislation including intellectual property rights
You must submit the procurement policy in a separate document.
Assessment Three – Practical Assessment
Project 1
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Please read the following information carefully before commencing this project. You must select either OPTION A
or OPTION B by ticking the relevant box – see details below. Once you have made a decision please proceed to
the Assessment Instruction section.
Insert a cross
next to your
choice
OPTION A You are to video record your delivery session and send this in for marking by a First
Choice Training trainer/assessor. You must have access to four (4) participants
who will need to partake in the practical component of this project.
The time duration for the video session is 30 minutes. The video evidence is
subject to the conditions outlined in Table 1.
Your delivery session will be assessed according to the Observation Checklist
(Internal).
If you select OPTION A, you must not complete OPTION B.
OPTION B If you are currently working, you may find it more beneficial to complete the Third
Party Report which is the alternative option to video recording your delivery
session as stated in PART 3 of the Assessment Instructions. This option is subject to
the conditions outlined in Table 2.
Your delivery session will be assessed according to the Third Party Report.
Please note that you are still required to follow the assessment instructions and
complete the other remaining parts of this project.
If you select OPTION B, you must not complete OPTION A.
Table 1: Conditions for Acceptable Evidence vs. Unacceptable Evidence (linked to OPTION A)
Acceptable Evidence Unacceptable Evidence
Video footage must clearly show you (the student) Only shows you with possible students behind the
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and all the participants for the entirety of the session.
Use a video camera or laptop webcam to record the
session/s.
scenes.
Video that scans the participants at the start but then
solely focuses on you (the student) for the remainder
of the session.
The audio levels must be clear throughout the video
recording.
Very low or inaudible voices of you (the student) and
the participants.
Note: the video file needs to be in a common format to be viewed in Windows Media Player. You may use
‘Dropbox’ to send us your video file or the video file can be saved to a USB or CD and posted to First Choice
Training.
Table 2: Conditions for Acceptable Evidence vs. Unacceptable Evidence (linked to OPTION B)
Acceptable Evidence Unacceptable Evidence
A completed Third Party Report with detailed
comments, signatures, dates and clarity on how
checklist items were addressed throughout the
session/s.
An incomplete Third Party report without comments,
only ticked, lacking signatures or dates and clarity.
Statements by the observer that clearly identifies a
‘hands on’ approach with comments about the type of
activities and interactions carried out during the
presentation to encourage skill based learning as well
as knowledge.
That shows ticks and does not clarify how items were
addressed within the training session/s.
That shows no evidence of skill based knowledge.
Note: The observer cannot be a student in the session at the time they are acting as the observer. The
observer must sit back and complete the Third Party Report as they are observing the presentation.
The Third Party Report cannot be completed by an individual that was not attending the session on the day as
the observer.
Note: The observer must be able to produce a JP certified copy of their management OR business certificate
which must be at a Diploma level or higher. You must submit this document with your assessment submission.
Assessment Instructions
Due to the economic downturn, the owner of AAA Insurance Company has realised that the operational plan in
place is no longer relevant or effective. The owner has asked you (the QLD State Manager) to develop a new
operational plan which focuses on the following key result areas:
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1. Increasing revenue through marking campaigns
2. Acquire more bookings through the introduction of an online booking system
3. Delivering superior service to customers
4. Training and motivating employees
The owner has also asked you to deliver a presentation on the new operational plan to the local branch managers
at the next management meeting. The meeting duration will be approximately 30 minutes in length.
For this project, you must address PART 1 - 5 and submit all evidence for each section.
PART 1: Develop the operational plan
When developing the operational plan, you must ensure that:
 All four key result areas are mentioned
 Assign at least two (2) activities to each objective
 Address all fields in the appendix template
Use Appendix 1 to develop the operational plan.
PART 2: Contingency planning
Based on the operational plan in Part 1, identify three (3) anomalies and suggest appropriate contingency plans for
each situation.
Anomalies Contingency plan/s
1 Customer service The manager will be given the responsibilities to
monitor the employees and take necessary initiatives if
there is any escalations against the customer service
both at the physical venue or on the online platform
2 Online booking responses by customers The online marketing manager will be responsible for
this work. The manager will monitor the customer’s
responses on a daily basis. Moreover, the manager will
ask the online marketing professionals to take
necessary identify the possible issue and prepare a
counter back plan for it
3 Whether employees are skilled The human resource department will be responsible
for this. They will look for employees who are
incompetent to the newly implemented operational
plan. Moreover, those employees will be put for
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training program to help them become competent
with the requirements.
PART 3: Deliver the presentation
Please refer back to the option that you selected at the beginning of this Project (i.e. OPTION A or OPTION B) and
proceed to read the relevant information below (i.e. OPTION A or OPTION B).
If you selected OPTION A;
 You are to video record your delivery session and send this in for marking by a First Choice Training
trainer/assessor.
 You must have access to four participants who will need to partake in the practical component of this
project.
 The time duration for the video session must be 30 minutes in total.
 Your delivery session will be assessed according to Appendix 4 - Observation Checklist (Internal)
Evidence to be submitted for PART 3 includes;
 Video recording of the session
 Any other resources used throughout the presentation
If you selected OPTION B;
 Your observer must complete the Third Party Report – see Appendix 3.
 There is a set of important instructions and conditions in Appendix 3. Please ensure you and the
observer satisfies all of the requirements listed.
IMPORTANT NOTE: Your observer is not your assessor! The observer is simply reporting what they hear and see
in your session. The information provided in the Third Party Report will be used by a First Choice Training
trainer/assessor to make a professional judgement about your competency level.
Evidence to be submitted for PART 2 includes;
 One (1)Third Party Report
 One (1) Third Party Declaration and Witness Declaration Certified copy of the observer’s management OR business qualification that is at a Diploma level or
higher–this must be witnessed and signed by a Justice of the Peace (JP).
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PART 4: Review performance
Six months after the management meeting and implementation of the operational plan, you conduct a review of
the company’s performance. The findings are as follows:
 Increased revenue through marketing campaigns by 20%
 Received only 10 online bookings made in 6 months
 Overall customer satisfaction levels decreased by 10%
You are surprised that the customer satisfaction levels have dropped. After speaking with all of the local managers
you discover that they were unsure of how to navigate the new online booking system and therefore unable to
train their employees properly. This explained why there were few online bookings and why overall customer
satisfaction levels dropped by 10%.
To address these issues, the local managers will need some coaching and mentoring from you. Use Appendix 2 to
develop a training plan.
PART 5: Monitor, review and document performance
In your own words, explain how you will continue to monitor and review the company’s performance over the next
6 months.
As mentioned, training is required for the local managers to make them able to help their team members
efficiently. However, it is also necessary to monitor how the training has worked. This could be done through
measuring the implementation of training modules in the live projects. Setting a key performance indicator will
help to monitor the impact of training. The most appropriate KPI will be the increment in the customer
satisfaction level.
The review could be done by getting the results of monitoring done on the impact of training process. The results
will help to compare the data with the previous records. Moreover, a change will be observed that will educate
whether it is positive.
The documentation of performance can be done through training process whenever it is required. This can be
done after getting the results of the review that has been made over the performance.
Develop a record keeping system that will allow management personnel to easily access and update information
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about the company’s performance. Your proposed system must include at least four key steps.
Following are the various steps that can help in keeping the records by easily accessing and updating the
information:
1. Capture the information as this will help to get an idea of the business performance
2. Recheck again to ensure whether records have been entered correctly
3. Information should be recorded to save it
4. Print out all the necessary information and compare all that with the previous month’s records. This will
help to identify the change in performance.
APPENDIX TEMPLATE LIST
You must download the Appendix Templates document from the online learning system.
Appendix 1 – Operational Plan
Appendix 2 – Training Plan
Appendix 3– Third Party Report
Appendix 4 – Observation Checklist (Internal)
Appendix 5 – Glossary (definitions for the third party observer)
Appendix 6 – Induction Program
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