BSBWOR502 Lead and manage team effectiveness Assessment
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AI Summary
This assessment evaluates the student's competency in BSBWOR502 Lead and manage team effectiveness. It includes practical and simulation exercises and is due in week 8. The assessment covers topics such as establishing team purpose, developing performance plans, providing feedback, and maintaining open communication processes. The case story of Bing Lee is provided as a context for the scenario questions, which involve managing a sales team in one of their stores. The assessment is part of the BSB51918 Diploma of Leadership and Management qualification.
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T-1.8.1_v3
Details of Assessment
Term and Year 3, 2019 Time allowed 8 Weeks
Assessment No 1 Assessment Weighting 100%
Assessment Type Practical and Simulation Exercises (Individual In-Class Assessment)
Due Date Week 8 Room 610 / 611
Details of Subject
Qualification BSB51918 Diploma of Leadership and Management
Subject Name Team Effectiveness
Details of Unit(s) of competency
Unit Code (s) and
Names BSBWOR502 Lead and manage team effectiveness
Details of Student
Student Name
College 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 acknowledge that I understand the requirements
to complete the assessment tasks. I am also aware of my
right to appeal. The feedback session schedule and
reassessment procedure were explained to me.
Student’s
Signature: ____________________
Date: _____/_____/_________
Details of Assessor
Assessor’s Name NADIA CHOWDHURY
Assessment Outcome
Assessment
Result Competent Not Yet Competent Marks /100
Feedback to Student
Progressive feedback to students, identifying gaps in competency and comments on positive
improvements:
Assessor Declaration: I declare that I have conducted
a fair, valid, reliable and flexible assessment with this
student.
Student attended the feedback session.
Student did not attend the feedback session.
Assessor’s
Signature: ___________________
Date: _____/_____/________
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 1
Details of Assessment
Term and Year 3, 2019 Time allowed 8 Weeks
Assessment No 1 Assessment Weighting 100%
Assessment Type Practical and Simulation Exercises (Individual In-Class Assessment)
Due Date Week 8 Room 610 / 611
Details of Subject
Qualification BSB51918 Diploma of Leadership and Management
Subject Name Team Effectiveness
Details of Unit(s) of competency
Unit Code (s) and
Names BSBWOR502 Lead and manage team effectiveness
Details of Student
Student Name
College 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 acknowledge that I understand the requirements
to complete the assessment tasks. I am also aware of my
right to appeal. The feedback session schedule and
reassessment procedure were explained to me.
Student’s
Signature: ____________________
Date: _____/_____/_________
Details of Assessor
Assessor’s Name NADIA CHOWDHURY
Assessment Outcome
Assessment
Result Competent Not Yet Competent Marks /100
Feedback to Student
Progressive feedback to students, identifying gaps in competency and comments on positive
improvements:
Assessor Declaration: I declare that I have conducted
a fair, valid, reliable and flexible assessment with this
student.
Student attended the feedback session.
Student did not attend the feedback session.
Assessor’s
Signature: ___________________
Date: _____/_____/________
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 1
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T-1.8.1_v3
Purpose of the Assessment
The purpose of this assessment is to assess the student in the following
learning outcomes:
Competent
(C)
Not Yet
Competent
(NYC)
1.1 Consult team members to establish a common understanding of team
purpose, roles, responsibilities and accountabilities in accordance with
organisational goals, plans and objectives
1.2 Develop performance plans to establish expected outcomes, outputs, key
performance indicators (KPIs) and goals for work team
1.3 Support team members in meeting expected performance outcomes
2.1 Develop strategies to ensure team members have input into planning,
decision making and operational aspects of work team
2.2 Develop policies and procedures to ensure team members take
responsibility for own work and assist others to undertake required roles and
responsibilities
2.3 Provide feedback to team members to encourage, value and reward
individual and team efforts and contributions
2.4 Develop processes to ensure that issues, concerns and problems identified
by team members are recognised and addressed
3.1 Encourage team members and individuals to participate in and to take
responsibility for team activities, including communication processes
3.2 Support the team in identifying and resolving work performance problems
3.3 Ensure own contribution to work team serves as a role model for others
and enhances the organisation’s image for all stakeholders
4.1 Establish and maintain open communication processes with all
stakeholders
4.2 Communicate information from line manager/management to the team
4.3 Communicate unresolved issues, concerns and problems raised by team
members and follow up with line manager/management and other relevant
stakeholders
4.4 Evaluate and take necessary corrective action regarding unresolved
issues, concerns and problems raised by internal or external stakeholders
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under “Purpose of the assessment”
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
Computer with relevant software applications and access to internet
Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully
This assessment has to be completed In class At home
The assessment is to be completed according to the instructions given by your assessor.
Feedback on each task will be provided to enable you to determine how your work could be improved.
You will be provided with feedback on your work within two weeks of the assessment due date. All other
feedback will be provided by the end of the term.
Should you not answer the questions correctly, you will be given feedback on the results and your gaps
in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be
deemed competent for this unit of competency.
If you are not sure about any aspects of this assessment, please ask for clarification from assessor.
Please refer to the College re-assessment for more information (Student Handbook).
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 2
Purpose of the Assessment
The purpose of this assessment is to assess the student in the following
learning outcomes:
Competent
(C)
Not Yet
Competent
(NYC)
1.1 Consult team members to establish a common understanding of team
purpose, roles, responsibilities and accountabilities in accordance with
organisational goals, plans and objectives
1.2 Develop performance plans to establish expected outcomes, outputs, key
performance indicators (KPIs) and goals for work team
1.3 Support team members in meeting expected performance outcomes
2.1 Develop strategies to ensure team members have input into planning,
decision making and operational aspects of work team
2.2 Develop policies and procedures to ensure team members take
responsibility for own work and assist others to undertake required roles and
responsibilities
2.3 Provide feedback to team members to encourage, value and reward
individual and team efforts and contributions
2.4 Develop processes to ensure that issues, concerns and problems identified
by team members are recognised and addressed
3.1 Encourage team members and individuals to participate in and to take
responsibility for team activities, including communication processes
3.2 Support the team in identifying and resolving work performance problems
3.3 Ensure own contribution to work team serves as a role model for others
and enhances the organisation’s image for all stakeholders
4.1 Establish and maintain open communication processes with all
stakeholders
4.2 Communicate information from line manager/management to the team
4.3 Communicate unresolved issues, concerns and problems raised by team
members and follow up with line manager/management and other relevant
stakeholders
4.4 Evaluate and take necessary corrective action regarding unresolved
issues, concerns and problems raised by internal or external stakeholders
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under “Purpose of the assessment”
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
Computer with relevant software applications and access to internet
Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully
This assessment has to be completed In class At home
The assessment is to be completed according to the instructions given by your assessor.
Feedback on each task will be provided to enable you to determine how your work could be improved.
You will be provided with feedback on your work within two weeks of the assessment due date. All other
feedback will be provided by the end of the term.
Should you not answer the questions correctly, you will be given feedback on the results and your gaps
in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be
deemed competent for this unit of competency.
If you are not sure about any aspects of this assessment, please ask for clarification from assessor.
Please refer to the College re-assessment for more information (Student Handbook).
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 2
T-1.8.1_v3
Note: The organisational details used in this assessment have been sourced (and to some extent
paraphrased) from the organisation’s website and other relevant external sources. The information
used here is solely for educational purpose.
CASE STORY: BING LEE
Bing Lee is an Australian retailing company, a chain of superstores specialising in consumer
electronics, computer and telecommunication goods. Bing Lee is the largest privately held electrical
retail business in New South Wales with 41 stores (13 franchised) and a turnover of about $490
million. The organisation has future plans to have stores in every Australian state.
The Lee family, from Grandfather Bing through to father Ken and son Lionel, comprises classic
outside-the-square thinkers, and that's one part of the story of how it has created an enduring retail
brand. It all started when Lionel's grandfather Bing Lee and dad Ken purchased an electrical repair
business in Fairfield, in Sydney's southwest, in 1957.
"Bing and Ken saw a future in the electrical business, particularly with the release of television in
1956," Lionel Lee says. "That, plus they saw the ambitions of the waves of migrants, and that
suggested to them that the demand for electrical appliances would be strong for many years to
come." The location for the first business showed that the Lee family understood market demand.
"Fairfield was right in the middle of the hostels housing many of the migrants when they first arrived in
Australia," Lionel Lee says. "As migrants themselves, both Bing and Ken understood how migrants
would want to improve their lifestyles and along the way take advantage of the many benefits of
household electrical appliances."
The early phase of growth was conservative, with Bing keen to stay close to the migrant community.
As those communities moved beyond Fairfield to places such as Merrylands, Villawood, south to
Wollongong and west to Blacktown, Bing Lee moved with them. When Bing died in 1987, Ken Lee
became more expansionary.
"We began to open stores in places that were not necessarily migrant strongholds but more
mainstream," Lionel Lee says. "Between 1987 and 2007 we've opened more than 20 stores between
Canberra in the south and Port Macquarie in the north. With that expansion came a brand
development program taking us from our Chinese-Hong Kong roots to a mainstream brand with a
distinct Chinese flavour."
Start-up businesses that quickly achieve an impressive growth story have to have a competitive
advantage. So, what was Bing Lee's? "Its original competitive advantage was providing credit to
migrants who couldn't get finance through regular sources," Lionel Lee says. "
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 3
Note: The organisational details used in this assessment have been sourced (and to some extent
paraphrased) from the organisation’s website and other relevant external sources. The information
used here is solely for educational purpose.
CASE STORY: BING LEE
Bing Lee is an Australian retailing company, a chain of superstores specialising in consumer
electronics, computer and telecommunication goods. Bing Lee is the largest privately held electrical
retail business in New South Wales with 41 stores (13 franchised) and a turnover of about $490
million. The organisation has future plans to have stores in every Australian state.
The Lee family, from Grandfather Bing through to father Ken and son Lionel, comprises classic
outside-the-square thinkers, and that's one part of the story of how it has created an enduring retail
brand. It all started when Lionel's grandfather Bing Lee and dad Ken purchased an electrical repair
business in Fairfield, in Sydney's southwest, in 1957.
"Bing and Ken saw a future in the electrical business, particularly with the release of television in
1956," Lionel Lee says. "That, plus they saw the ambitions of the waves of migrants, and that
suggested to them that the demand for electrical appliances would be strong for many years to
come." The location for the first business showed that the Lee family understood market demand.
"Fairfield was right in the middle of the hostels housing many of the migrants when they first arrived in
Australia," Lionel Lee says. "As migrants themselves, both Bing and Ken understood how migrants
would want to improve their lifestyles and along the way take advantage of the many benefits of
household electrical appliances."
The early phase of growth was conservative, with Bing keen to stay close to the migrant community.
As those communities moved beyond Fairfield to places such as Merrylands, Villawood, south to
Wollongong and west to Blacktown, Bing Lee moved with them. When Bing died in 1987, Ken Lee
became more expansionary.
"We began to open stores in places that were not necessarily migrant strongholds but more
mainstream," Lionel Lee says. "Between 1987 and 2007 we've opened more than 20 stores between
Canberra in the south and Port Macquarie in the north. With that expansion came a brand
development program taking us from our Chinese-Hong Kong roots to a mainstream brand with a
distinct Chinese flavour."
Start-up businesses that quickly achieve an impressive growth story have to have a competitive
advantage. So, what was Bing Lee's? "Its original competitive advantage was providing credit to
migrants who couldn't get finance through regular sources," Lionel Lee says. "
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 3
T-1.8.1_v3
Bing and Ken trusted the migrants. The migrants trusted them and that mutual trust was the core of
the business in the early days." While Bing Lee has reached the heights that a publicly listed vehicle
would be proud of, it remains a family business.
This could explain its success. "Essentially, the business has grown of itself over the years," Lionel
Lee says. "It's still a family business. We treat the business as a family. Our staffs are family. Our
customers are family. If you're not a part of the family, you're not really Bing Lee." Lionel's younger
brother Greg Lee runs the Carlingford store and their cousin Gary is the company's whitegoods buyer.
Lionel was destined to be part of a family business from a young age. "I attended my first board
meeting with my father when I was 10 years old," he says. "It was during the school holidays. Mum
put me in a suit and tie, and when dad and I arrived, I was put under the board table and told to be
quiet, sit still and listen. I finished my HSC in 1983 on a Thursday, started with the business on Friday
and I became CEO on the death of my father in December 2007." Typical of businesses built to last,
Bing Lee has had the security of a leadership team of six, who have run the business with Ken Lee for
many years. This means the operation sits on solid foundations, despite the death of its inspirational
co-founder.
While the retailer has carried the brands that sell themselves, a big part of this success story has
been the marketing of Bing Lee with only two advertising consultants in the business's history. "The
first was Wayne Bell, who took us into the 'Kung Fu man' territory with 'the best prices this side of
Hong Kong' punch line," Lionel Lee says. "In those days it was right for Bing Lee, using our Chinese
heritage and focusing almost entirely on price. It positioned us correctly within our then limited
geography, mainly migrant suburbs, and stockholding."
After Bing's death, as Ken Lee began to expand the business rapidly, the marketing as well as
advertising changed to reflect this. "First, we began to stock a lot more brand-leading products; and,
second, we started working with big-brand suppliers to enhance our mutual interests," Lionel Lee
says. "Third, we had to move away from straight price advertising and competition because price
alone could send you broke. And, fourth, we had to become more mainstream so that we can appeal
to all Australians." To do this they engaged Barry Anderson, head of Grey Advertising. "He's taken us
down the "best advice, best price' and 'everything's negotiable' routes," Lionel Lee says.”He's also
instilled family into the advertising, first with Ken and now with Yenda in Sydney and me rurally. "We
use the electronic medium to position and get us on shopping lists.”Press and catalogues are about
selling."
Bing Lee started advertising on radio but really didn't take long to dive into television commercials,
with its first ads broadcast in the late 1970s. Both media have been and still are important to the
brand's development. And while the retailer has all the apparent professionalism of the big retail
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 4
Bing and Ken trusted the migrants. The migrants trusted them and that mutual trust was the core of
the business in the early days." While Bing Lee has reached the heights that a publicly listed vehicle
would be proud of, it remains a family business.
This could explain its success. "Essentially, the business has grown of itself over the years," Lionel
Lee says. "It's still a family business. We treat the business as a family. Our staffs are family. Our
customers are family. If you're not a part of the family, you're not really Bing Lee." Lionel's younger
brother Greg Lee runs the Carlingford store and their cousin Gary is the company's whitegoods buyer.
Lionel was destined to be part of a family business from a young age. "I attended my first board
meeting with my father when I was 10 years old," he says. "It was during the school holidays. Mum
put me in a suit and tie, and when dad and I arrived, I was put under the board table and told to be
quiet, sit still and listen. I finished my HSC in 1983 on a Thursday, started with the business on Friday
and I became CEO on the death of my father in December 2007." Typical of businesses built to last,
Bing Lee has had the security of a leadership team of six, who have run the business with Ken Lee for
many years. This means the operation sits on solid foundations, despite the death of its inspirational
co-founder.
While the retailer has carried the brands that sell themselves, a big part of this success story has
been the marketing of Bing Lee with only two advertising consultants in the business's history. "The
first was Wayne Bell, who took us into the 'Kung Fu man' territory with 'the best prices this side of
Hong Kong' punch line," Lionel Lee says. "In those days it was right for Bing Lee, using our Chinese
heritage and focusing almost entirely on price. It positioned us correctly within our then limited
geography, mainly migrant suburbs, and stockholding."
After Bing's death, as Ken Lee began to expand the business rapidly, the marketing as well as
advertising changed to reflect this. "First, we began to stock a lot more brand-leading products; and,
second, we started working with big-brand suppliers to enhance our mutual interests," Lionel Lee
says. "Third, we had to move away from straight price advertising and competition because price
alone could send you broke. And, fourth, we had to become more mainstream so that we can appeal
to all Australians." To do this they engaged Barry Anderson, head of Grey Advertising. "He's taken us
down the "best advice, best price' and 'everything's negotiable' routes," Lionel Lee says.”He's also
instilled family into the advertising, first with Ken and now with Yenda in Sydney and me rurally. "We
use the electronic medium to position and get us on shopping lists.”Press and catalogues are about
selling."
Bing Lee started advertising on radio but really didn't take long to dive into television commercials,
with its first ads broadcast in the late 1970s. Both media have been and still are important to the
brand's development. And while the retailer has all the apparent professionalism of the big retail
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 4
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
T-1.8.1_v3
names, the management team has always preferred a family approach, even when it comes to its
externally sourced marketing.
It is worthwhile to mention that this has been created inside a hotly competitive market with big names
such as Harvey Norman, JB HiFi, the Good Guys and Clive Peeters, to name but a few. However, in
business, as in sport, you don't become a champion playing in B-grade.
Around the turn of the century, the franchisee concept was introduced to the business especially in
Australia. Today 16 of the 40 Bing Lee retail outlets are run by franchisees. Bing Lee also has the
management rights to the "Sony Centre" concept in NSW and the ACT and currently has stores
located in Chatswood, Drummoyne and World Square in Sydney’s' CBD.
To know more about the organisation, please visit their website at https://www.binglee.com.au/
Bing Lee also has a dedicated YouTube channel at https://www.youtube.com/user/BingLeeElectrics
Sponsorships
Bing Lee sponsored the Bulldogs Rugby League Football Club until allegations that players were
allegedly involved in a gang rape in Coffs Harbour. Bing Lee signed a 2-year sponsorship deal with
A-League club Sydney FC in February 2007. On Sydney's Home strip the front is taken up with Bing
Lee, and on the away jersey it is on the front and back of the right leg of the shorts. In July 2009 Bing
Lee re-signed for another year along with Japanese electrical company Sony as Sydney FC's major
sponsors. The firm is also one of the major sponsors of the Sydney Swans AFL team and sponsored
channel 7's The Amazing Race Australia.
Currently Bing Lee is proud to be partnering with New South Wales Netball and their two teams the
New South Wales Swifts and Giants Netball in the 2017 Suncorp Super Netball competition.
Products and Services
Bing Lee Electrics divides its products into the following categories:
Computer includes ipads, tablets, laptops and desktops
TV/ Video includes home theatre systems, apple TV and home media players
Audio includes speakers, headphones and audio cables
Cameras includes drones and digital cameras
Phones includes smarts watches and smart phones
Home Appliances includes dryers, washing machines and freezers
Small Appliances includes blenders, juicers, ironing and cooking appliances
Floorcare includes vacuum cleaners and vacuum accessories
Heating & Cooling includes heaters, electric blankets and fans
Fitness & Health includes scales, fitness equipment and wearable technology
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 5
names, the management team has always preferred a family approach, even when it comes to its
externally sourced marketing.
It is worthwhile to mention that this has been created inside a hotly competitive market with big names
such as Harvey Norman, JB HiFi, the Good Guys and Clive Peeters, to name but a few. However, in
business, as in sport, you don't become a champion playing in B-grade.
Around the turn of the century, the franchisee concept was introduced to the business especially in
Australia. Today 16 of the 40 Bing Lee retail outlets are run by franchisees. Bing Lee also has the
management rights to the "Sony Centre" concept in NSW and the ACT and currently has stores
located in Chatswood, Drummoyne and World Square in Sydney’s' CBD.
To know more about the organisation, please visit their website at https://www.binglee.com.au/
Bing Lee also has a dedicated YouTube channel at https://www.youtube.com/user/BingLeeElectrics
Sponsorships
Bing Lee sponsored the Bulldogs Rugby League Football Club until allegations that players were
allegedly involved in a gang rape in Coffs Harbour. Bing Lee signed a 2-year sponsorship deal with
A-League club Sydney FC in February 2007. On Sydney's Home strip the front is taken up with Bing
Lee, and on the away jersey it is on the front and back of the right leg of the shorts. In July 2009 Bing
Lee re-signed for another year along with Japanese electrical company Sony as Sydney FC's major
sponsors. The firm is also one of the major sponsors of the Sydney Swans AFL team and sponsored
channel 7's The Amazing Race Australia.
Currently Bing Lee is proud to be partnering with New South Wales Netball and their two teams the
New South Wales Swifts and Giants Netball in the 2017 Suncorp Super Netball competition.
Products and Services
Bing Lee Electrics divides its products into the following categories:
Computer includes ipads, tablets, laptops and desktops
TV/ Video includes home theatre systems, apple TV and home media players
Audio includes speakers, headphones and audio cables
Cameras includes drones and digital cameras
Phones includes smarts watches and smart phones
Home Appliances includes dryers, washing machines and freezers
Small Appliances includes blenders, juicers, ironing and cooking appliances
Floorcare includes vacuum cleaners and vacuum accessories
Heating & Cooling includes heaters, electric blankets and fans
Fitness & Health includes scales, fitness equipment and wearable technology
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 5
T-1.8.1_v3
Smart Home & Lighting includes lighting, security and wireless networking
Organisational Vision
Bing Lee’s vision statement focuses towards a different customer service goal that everyone in the
firm share, where everyone is treated as a family. The company’s vision for the future is to be the “top
electronics retailer in Australia that not only provides bricks and mortar stores but also specialised in
online shopping”.
Organisational Values
To treat customers and employees as family members
To work as one team that provides services in a traditional Chinese concept
To provide the best possible before and after sales service to the customers
To grow as a family but also to be a mainstream organisation in Australia
Bing Lee’s values reflect who they are as individuals and as an organisation. They serve as a
compass for the actions and are the guiding principles with which all the staff members carry out their
duties and responsibilities.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 6
Smart Home & Lighting includes lighting, security and wireless networking
Organisational Vision
Bing Lee’s vision statement focuses towards a different customer service goal that everyone in the
firm share, where everyone is treated as a family. The company’s vision for the future is to be the “top
electronics retailer in Australia that not only provides bricks and mortar stores but also specialised in
online shopping”.
Organisational Values
To treat customers and employees as family members
To work as one team that provides services in a traditional Chinese concept
To provide the best possible before and after sales service to the customers
To grow as a family but also to be a mainstream organisation in Australia
Bing Lee’s values reflect who they are as individuals and as an organisation. They serve as a
compass for the actions and are the guiding principles with which all the staff members carry out their
duties and responsibilities.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 6
T-1.8.1_v3
SCENARIO AND CONTEXT
You were appointed last year as the sales team manager for the division that includes TV and
whitegoods in one of their stores. You have a team of 4 full-time and 4 casual sales people in your
division. Your full-time team members are John Citizen, Jerry Citizen, James Citizen, Jane Citizen.
Your casual team members are Mary Citizen, Ali Citizen, Susan Citizen, and Singh Citizen.
Your store opening hours are:
Mon - Fri: 9 am to 9 pm
Sat: 9 am to 7 pm
Sun: 9 am to 7pm
The wage rate of your organisation is as follows:
Permanent full-time staff - $20/hour and penalty rates of $25/hour on Saturdays and $35/hour
on Sundays.
Casual staff - $25/hour and penalty rates of $30/hour on Saturdays and $40/hour on
Sundays.
The organisation also gives commissions of 1% of sales to any staff after they have reached
their personal and team targets.
TV and Whitegoods Sales Division KPI/Target: $50,000 sales per week.
TASK INSTRUCTIONS, REQUIREMENTS AND MARKING CRITERIA
TASK 1. Team Performance Plan. This includes TASK 1A. Roster for the TV sales division;
TASK 1B. Develop Key Performance Indicators (KPIs) for team members; TASK 1C. Prepare
a performance agreement letter; and TASK 1D. Prepare a planning meeting agenda (Each
carries 5 marks, Total 20 marks)
TASK 2: Develop and facilitate team cohesion. The second section includes TASK 2A.
Develop a policy statement for performance management and a policy statement for team
responsibility; TASK 2B. Develop a procedure for team performance management; and TASK
2C. Prepare feedback letters to team members (Each carries 10 marks. Total 30 marks)
TASK 3: Facilitate teamwork using role-play sessions. This section includes TASK 3A.
First role-play session; TASK 3B. Second role-play session; and TASK 3C. Fill out the
performance recordkeeping form (Each role-plays carry 15 marks and Recordkeeping task
carries 10 marks. Total 40 marks)
TASK 4: Liaising with various stakeholders of the organisation. The last section includes
TASK 4A. Prepare a formal communication and liaison with stakeholders; and TASK 4B.
Evaluate and take corrective action on unresolved issues and problems using an action plan
(Each carries 5 marks, 10 marks)
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 7
SCENARIO AND CONTEXT
You were appointed last year as the sales team manager for the division that includes TV and
whitegoods in one of their stores. You have a team of 4 full-time and 4 casual sales people in your
division. Your full-time team members are John Citizen, Jerry Citizen, James Citizen, Jane Citizen.
Your casual team members are Mary Citizen, Ali Citizen, Susan Citizen, and Singh Citizen.
Your store opening hours are:
Mon - Fri: 9 am to 9 pm
Sat: 9 am to 7 pm
Sun: 9 am to 7pm
The wage rate of your organisation is as follows:
Permanent full-time staff - $20/hour and penalty rates of $25/hour on Saturdays and $35/hour
on Sundays.
Casual staff - $25/hour and penalty rates of $30/hour on Saturdays and $40/hour on
Sundays.
The organisation also gives commissions of 1% of sales to any staff after they have reached
their personal and team targets.
TV and Whitegoods Sales Division KPI/Target: $50,000 sales per week.
TASK INSTRUCTIONS, REQUIREMENTS AND MARKING CRITERIA
TASK 1. Team Performance Plan. This includes TASK 1A. Roster for the TV sales division;
TASK 1B. Develop Key Performance Indicators (KPIs) for team members; TASK 1C. Prepare
a performance agreement letter; and TASK 1D. Prepare a planning meeting agenda (Each
carries 5 marks, Total 20 marks)
TASK 2: Develop and facilitate team cohesion. The second section includes TASK 2A.
Develop a policy statement for performance management and a policy statement for team
responsibility; TASK 2B. Develop a procedure for team performance management; and TASK
2C. Prepare feedback letters to team members (Each carries 10 marks. Total 30 marks)
TASK 3: Facilitate teamwork using role-play sessions. This section includes TASK 3A.
First role-play session; TASK 3B. Second role-play session; and TASK 3C. Fill out the
performance recordkeeping form (Each role-plays carry 15 marks and Recordkeeping task
carries 10 marks. Total 40 marks)
TASK 4: Liaising with various stakeholders of the organisation. The last section includes
TASK 4A. Prepare a formal communication and liaison with stakeholders; and TASK 4B.
Evaluate and take corrective action on unresolved issues and problems using an action plan
(Each carries 5 marks, 10 marks)
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 7
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T-1.8.1_v3
TABLE OF CONTENTS
CONTENT PAGES
TASK 1. Team Performance Plan
TASK 1A. Roster for the TV sales division
TASK 1B. Develop Key Performance Indicators (KPIs) for team members
TASK 1C. Prepare a performance agreement letter
TASK 1D. Prepare a planning meeting agenda
TASK 2: Develop and facilitate team cohesion
TASK 2A. Develop a policy statement for performance management and a policy
statement for team responsibility
TASK 2B. Develop a procedure for team performance management
TASK 2C. Prepare feedback letters to team members
TASK 3: Facilitate teamwork using role-play sessions
TASK 3A. First role-play session (demonstration)
TASK 3B. Second role-play session (demonstration)
TASK 3C. Fill out the performance recordkeeping form
TASK 4: Liaising with various stakeholders of the organisation
TASK 4A. 4A. Prepare a formal communication and liaison with stakeholders
TASK 4B. Evaluate and take corrective action on unresolved issues and problems
using an action plan
APPENDIX 1 (Links to templates and external resources)
APPENDIX 2 (attach role-play scripts for both sessions)
The learner is required to update and adjust the page numbers and topics based on the amount of their content
and the responses made to each task. Actual tasks follow after this page.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 8
TABLE OF CONTENTS
CONTENT PAGES
TASK 1. Team Performance Plan
TASK 1A. Roster for the TV sales division
TASK 1B. Develop Key Performance Indicators (KPIs) for team members
TASK 1C. Prepare a performance agreement letter
TASK 1D. Prepare a planning meeting agenda
TASK 2: Develop and facilitate team cohesion
TASK 2A. Develop a policy statement for performance management and a policy
statement for team responsibility
TASK 2B. Develop a procedure for team performance management
TASK 2C. Prepare feedback letters to team members
TASK 3: Facilitate teamwork using role-play sessions
TASK 3A. First role-play session (demonstration)
TASK 3B. Second role-play session (demonstration)
TASK 3C. Fill out the performance recordkeeping form
TASK 4: Liaising with various stakeholders of the organisation
TASK 4A. 4A. Prepare a formal communication and liaison with stakeholders
TASK 4B. Evaluate and take corrective action on unresolved issues and problems
using an action plan
APPENDIX 1 (Links to templates and external resources)
APPENDIX 2 (attach role-play scripts for both sessions)
The learner is required to update and adjust the page numbers and topics based on the amount of their content
and the responses made to each task. Actual tasks follow after this page.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 8
T-1.8.1_v3
TASK 1: Based on the organisational scenario and the context, your TASK 1 is to prepare a
team performance plan for your team of 8 sales staff. Your plan should include:
1A. Prepare a roster for your team based on the opening hours, staff numbers, peak times and off-
peak times.
1B. Allocate individual KPIs for each team member based on sales division KPI and work roster.
1C. Prepare a “Performance Agreement Letter” for your sales team that you will communicate with via
meeting and also in email.
1D. Prepare a planning meeting agenda for your team where you will get input from your team in
regards to the operations, sales targets and customer service.
1A. Roster for the TV sales division
Name Hours Hourl
y
Rate
Pay Monda
y
Tuesda
y
Wedn
esda
y
Thursda
y
Frida
y
Saturda
y
Sunda
y
John
Citizen
12 $ 20 $ 100
a
week
Front
Desk
9 am to
9 pm
Front
Desk
9 am to
9 pm
Back
office
Back
office
9 am to
9 pm
Inven
tory
mana
geme
nt
9 am
to 9
om
Day Off Day
Off
Jerry
Citizen
12 $ 20 $ 100
a
week
Billing
and
Cash
operati
ons
9 am to
9 pm
Billing
and
Cash
operati
ons
9 am to
9 pm
Billin
g and
Cash
opera
tions
9 am
to 9
pm
Billing
and
Cash
operatio
ns
9 am to
9 pm
Billin
g and
Cash
opera
tions
9 am
to 9
pm
Day off Day
off
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 9
TASK 1: Based on the organisational scenario and the context, your TASK 1 is to prepare a
team performance plan for your team of 8 sales staff. Your plan should include:
1A. Prepare a roster for your team based on the opening hours, staff numbers, peak times and off-
peak times.
1B. Allocate individual KPIs for each team member based on sales division KPI and work roster.
1C. Prepare a “Performance Agreement Letter” for your sales team that you will communicate with via
meeting and also in email.
1D. Prepare a planning meeting agenda for your team where you will get input from your team in
regards to the operations, sales targets and customer service.
1A. Roster for the TV sales division
Name Hours Hourl
y
Rate
Pay Monda
y
Tuesda
y
Wedn
esda
y
Thursda
y
Frida
y
Saturda
y
Sunda
y
John
Citizen
12 $ 20 $ 100
a
week
Front
Desk
9 am to
9 pm
Front
Desk
9 am to
9 pm
Back
office
Back
office
9 am to
9 pm
Inven
tory
mana
geme
nt
9 am
to 9
om
Day Off Day
Off
Jerry
Citizen
12 $ 20 $ 100
a
week
Billing
and
Cash
operati
ons
9 am to
9 pm
Billing
and
Cash
operati
ons
9 am to
9 pm
Billin
g and
Cash
opera
tions
9 am
to 9
pm
Billing
and
Cash
operatio
ns
9 am to
9 pm
Billin
g and
Cash
opera
tions
9 am
to 9
pm
Day off Day
off
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 9
T-1.8.1_v3
James
Citizen
12 $ 20 $ 100
a
week
Custo
mer
relation
9 am to
9 pm
Custo
mer
relation
9 am to
9 pm
Custo
mer
relati
on
9 am
to 9
pm
Custom
er
relation
9 am to
9 pm
Cust
omer
relati
on
9 am
to 9
pm
Day Off Day
Off
Jane
Citizen
12 $ 20 $ 100
a
week
Physic
al
invento
ry
manag
ement
and
quality
control
9 am to
9 pm
Physic
al
invento
ry
manag
ement
and
quality
control
9 am to
9 pm
Physi
cal
inven
tory
mana
geme
nt
and
qualit
y
contr
ol
9 am
to 9
pm
Physical
inventor
y
manage
ment
and
quality
control
9 am to
9 pm
Physi
cal
inven
tory
mana
geme
nt
and
qualit
y
contr
ol
9 am
to 9
pm
Day Off Day
Off
Mary
Citizen
10 $ 25 $ 25
a
week
Front
Desk,
Billing
and
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 10
James
Citizen
12 $ 20 $ 100
a
week
Custo
mer
relation
9 am to
9 pm
Custo
mer
relation
9 am to
9 pm
Custo
mer
relati
on
9 am
to 9
pm
Custom
er
relation
9 am to
9 pm
Cust
omer
relati
on
9 am
to 9
pm
Day Off Day
Off
Jane
Citizen
12 $ 20 $ 100
a
week
Physic
al
invento
ry
manag
ement
and
quality
control
9 am to
9 pm
Physic
al
invento
ry
manag
ement
and
quality
control
9 am to
9 pm
Physi
cal
inven
tory
mana
geme
nt
and
qualit
y
contr
ol
9 am
to 9
pm
Physical
inventor
y
manage
ment
and
quality
control
9 am to
9 pm
Physi
cal
inven
tory
mana
geme
nt
and
qualit
y
contr
ol
9 am
to 9
pm
Day Off Day
Off
Mary
Citizen
10 $ 25 $ 25
a
week
Front
Desk,
Billing
and
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 10
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T-1.8.1_v3
Cash
operatio
ns
9 am to
7 pm
Ali
Citizen
10 $ 25 $ 25
a
week
Custom
er Care
9 am to
7 pm
Susan
Citizen
10 $ 35 $ 35
a
week
Front
Desk,
9 am
to 7
pm
Singh 10 $ 35
$ 35
a
week
Billing
and
cash
operati
ons
9 am
to 7
pm
1B. Develop and allocate individual Key Performance Indicators (KPIs) for each team member
Instructions: You may search the internet for a generic understanding on KPIs and performance
standards. You can also visit the webpage link by the Victorian Government for additional guidance
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 11
Cash
operatio
ns
9 am to
7 pm
Ali
Citizen
10 $ 25 $ 25
a
week
Custom
er Care
9 am to
7 pm
Susan
Citizen
10 $ 35 $ 35
a
week
Front
Desk,
9 am
to 7
pm
Singh 10 $ 35
$ 35
a
week
Billing
and
cash
operati
ons
9 am
to 7
pm
1B. Develop and allocate individual Key Performance Indicators (KPIs) for each team member
Instructions: You may search the internet for a generic understanding on KPIs and performance
standards. You can also visit the webpage link by the Victorian Government for additional guidance
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 11
T-1.8.1_v3
on KPIs and standards.
https://www.vwa.vic.gov.au/__data/assets/pdf_file/0019/12394/Performance_standards_and_indicator
s_FINAL.pdf
Member Name KPI
John Citizen Effective handling of visitor queries and
concerns, effective supervision of overall
operations at the store, timely resolution of
visitor queries and concerns as expressed at
the store
Effective monitoring, tracking and evaluating
all items in the physical inventory, placing
demands and requests for new supplies
when required
Jerry Citizen Organized and methodical cash collection,
ensuring sales target is achieved by
monitoring and evaluation of daily
transactions
James Citizen Establishing quality and long lasting
relations with visitors at the store so they
keep coming back to the store again and
again to meet their electronic needs and
requirements
Looking into matters of customer refund and
resolving customer complaints quickly and
effectively
Jane Citizen Effective monitoring, tracking and evaluating
all items in the physical inventory, placing
demands and requests for new supplies
when required
Mary Citizen Effective handling of visitor queries and
concerns, effective supervision of overall
operations at the store, timely resolution of
visitor queries and concerns as expressed at
the store
Organized and methodical cash collection,
ensuring sales target is achieved through
monitoring and evaluation of daily
transactions
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 12
on KPIs and standards.
https://www.vwa.vic.gov.au/__data/assets/pdf_file/0019/12394/Performance_standards_and_indicator
s_FINAL.pdf
Member Name KPI
John Citizen Effective handling of visitor queries and
concerns, effective supervision of overall
operations at the store, timely resolution of
visitor queries and concerns as expressed at
the store
Effective monitoring, tracking and evaluating
all items in the physical inventory, placing
demands and requests for new supplies
when required
Jerry Citizen Organized and methodical cash collection,
ensuring sales target is achieved by
monitoring and evaluation of daily
transactions
James Citizen Establishing quality and long lasting
relations with visitors at the store so they
keep coming back to the store again and
again to meet their electronic needs and
requirements
Looking into matters of customer refund and
resolving customer complaints quickly and
effectively
Jane Citizen Effective monitoring, tracking and evaluating
all items in the physical inventory, placing
demands and requests for new supplies
when required
Mary Citizen Effective handling of visitor queries and
concerns, effective supervision of overall
operations at the store, timely resolution of
visitor queries and concerns as expressed at
the store
Organized and methodical cash collection,
ensuring sales target is achieved through
monitoring and evaluation of daily
transactions
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 12
T-1.8.1_v3
Ali Citizen Establishing quality and long lasting
relations with visitors at the store so they
keep coming back to the store again and
again to meet their electronic needs and
requirements
Looking into matters of customer refund and
resolving customer complaints quickly and
effectively
Susan Citizen Effective handling of visitor queries and
concerns, effective supervision of overall
operations at the store, timely resolution of
visitor queries and concerns as expressed at
the store
Singh Citizen
Organized and methodical cash collection,
ensuring sales target is achieved by
monitoring and evaluation of daily
transactions
1C. Using the KPIs developed earlier; prepare a performance agreement letter for your sales
team. In your performance agreement letter you need to mention them on how to:
1. increase sales
2. retain existing clients
3. improve customer service behaviour
4. time-management
5. discipline and punctuality
<Organisation name>
<Date>
Private and confidential
Subject: Team Performance Agreement Letter
Dear Team Members,
I hope this email finds you all well. I write this in order to draw your attention to your recent
performance for the business. I am glad to inform you that you are all doing considerably well in your
designated areas, but there are certain things that require attention and improvement. Not all our
customers are completely satisfied with the products that we make available at the store, and of late,
we have been receiving a lot of complaints with respect to quality, and at times have even had to
refund some customers because of this. Sales figures are also not as high as we would like them to
be and I believe, we can improve considerably well in the coming days, if we paid a little more
attention to our performance at work.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 13
Ali Citizen Establishing quality and long lasting
relations with visitors at the store so they
keep coming back to the store again and
again to meet their electronic needs and
requirements
Looking into matters of customer refund and
resolving customer complaints quickly and
effectively
Susan Citizen Effective handling of visitor queries and
concerns, effective supervision of overall
operations at the store, timely resolution of
visitor queries and concerns as expressed at
the store
Singh Citizen
Organized and methodical cash collection,
ensuring sales target is achieved by
monitoring and evaluation of daily
transactions
1C. Using the KPIs developed earlier; prepare a performance agreement letter for your sales
team. In your performance agreement letter you need to mention them on how to:
1. increase sales
2. retain existing clients
3. improve customer service behaviour
4. time-management
5. discipline and punctuality
<Organisation name>
<Date>
Private and confidential
Subject: Team Performance Agreement Letter
Dear Team Members,
I hope this email finds you all well. I write this in order to draw your attention to your recent
performance for the business. I am glad to inform you that you are all doing considerably well in your
designated areas, but there are certain things that require attention and improvement. Not all our
customers are completely satisfied with the products that we make available at the store, and of late,
we have been receiving a lot of complaints with respect to quality, and at times have even had to
refund some customers because of this. Sales figures are also not as high as we would like them to
be and I believe, we can improve considerably well in the coming days, if we paid a little more
attention to our performance at work.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 13
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T-1.8.1_v3
If we are to increase sales, then we need to pay attention to the quality of goods that we deliver. We
have to boost our quality control techniques at the earliest, and we need to ensure that the products
which we make available off the shelves for customer purchase are products that adhere to the
highest standards of manufacture. For this purpose, those of you who are engaged in quality control
activities will have to pay extra care and attention when doing your work in order to make this happen.
To increase sales, we also have to promote our business better than what we are able to at the
moment. Given the prevalence and wide scale use of social media, I propose that we should establish
a team for outreach activities, an activity that needs to be squeezed into our day to day functions, and
carrying out which we can disseminate information about our business far more quickly and in a cost
effective manner.
In order to retain existing clients, we need to concentrate on not only providing products of quality but
also offering our existing clients regular deals and discounts on our electronic products. Regular
customers should be allowed to avail a discount of ten to fifteen percent, every time that they make a
purchase at our store.
To improve customer service behaviour, those of you who are designated with this responsibility are
going to have to enhance your PR skills. Make it a point to be soft spoken, to always let customers
have the first and last word, and never talk back to customers even when you are in the right and they
are in the wrong. Good and polite behaviour and friendly communication can go a long way in
retaining customers, so we need to step up where that is concerned and be even friendlier and
committed to our customers than we are now.
Time management is something that I believe we can work on to improve performance. It is
imperative to learn how to do quality work within a specified time. Jane has been taking far too long to
track and evaluate items in the physical inventory. She needs to be more efficient in this respect, as
does everyone else when performing the various job roles you have been assigned.
While our discipline and punctuality is not too bad, I believe that some of us could be more punctual
when arriving to work. James has recently been arriving at 9.30, instead of at 9 am, for reasons which
are yet to be justified and even Ali has reported late to work on two consecutive Saturdays. We need
to make an effort to come to work on time and leave our work place having completed all tasks and
duties of the day.
That is it for now. I trust that you will consider and treat the above mentioned points with the utmost
seriousness and will start working on improving your performance immediately, so that we can looking
forward to a constructive and productive business season in the upcoming quarter.
With my thanks and best wishes,
James Milner
Sales Manager
TV and Whitegoods Division at Bing Lee
Sydney, Australia
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 14
If we are to increase sales, then we need to pay attention to the quality of goods that we deliver. We
have to boost our quality control techniques at the earliest, and we need to ensure that the products
which we make available off the shelves for customer purchase are products that adhere to the
highest standards of manufacture. For this purpose, those of you who are engaged in quality control
activities will have to pay extra care and attention when doing your work in order to make this happen.
To increase sales, we also have to promote our business better than what we are able to at the
moment. Given the prevalence and wide scale use of social media, I propose that we should establish
a team for outreach activities, an activity that needs to be squeezed into our day to day functions, and
carrying out which we can disseminate information about our business far more quickly and in a cost
effective manner.
In order to retain existing clients, we need to concentrate on not only providing products of quality but
also offering our existing clients regular deals and discounts on our electronic products. Regular
customers should be allowed to avail a discount of ten to fifteen percent, every time that they make a
purchase at our store.
To improve customer service behaviour, those of you who are designated with this responsibility are
going to have to enhance your PR skills. Make it a point to be soft spoken, to always let customers
have the first and last word, and never talk back to customers even when you are in the right and they
are in the wrong. Good and polite behaviour and friendly communication can go a long way in
retaining customers, so we need to step up where that is concerned and be even friendlier and
committed to our customers than we are now.
Time management is something that I believe we can work on to improve performance. It is
imperative to learn how to do quality work within a specified time. Jane has been taking far too long to
track and evaluate items in the physical inventory. She needs to be more efficient in this respect, as
does everyone else when performing the various job roles you have been assigned.
While our discipline and punctuality is not too bad, I believe that some of us could be more punctual
when arriving to work. James has recently been arriving at 9.30, instead of at 9 am, for reasons which
are yet to be justified and even Ali has reported late to work on two consecutive Saturdays. We need
to make an effort to come to work on time and leave our work place having completed all tasks and
duties of the day.
That is it for now. I trust that you will consider and treat the above mentioned points with the utmost
seriousness and will start working on improving your performance immediately, so that we can looking
forward to a constructive and productive business season in the upcoming quarter.
With my thanks and best wishes,
James Milner
Sales Manager
TV and Whitegoods Division at Bing Lee
Sydney, Australia
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 14
T-1.8.1_v3
1D: Using the template below, prepare a planning meeting agenda & minutes for your team
where you will get input from your team in regards to the operations, sales targets and
customer service.
Instructions: For this task you will need to get input from team members (your class mates can play
the role of team members in providing inputs).
PLANNING MEETING AGENDA & MINUTES
Location:
Sydney
Date: 11.
08.2019
Time: 11:00
AM
Agenda Description:
1. Increasing Sales Figures
2. Improving Customer Care Behaviour
3. Ensuring provision of quality products
Minutes
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 15
1D: Using the template below, prepare a planning meeting agenda & minutes for your team
where you will get input from your team in regards to the operations, sales targets and
customer service.
Instructions: For this task you will need to get input from team members (your class mates can play
the role of team members in providing inputs).
PLANNING MEETING AGENDA & MINUTES
Location:
Sydney
Date: 11.
08.2019
Time: 11:00
AM
Agenda Description:
1. Increasing Sales Figures
2. Improving Customer Care Behaviour
3. Ensuring provision of quality products
Minutes
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 15
T-1.8.1_v3
Inputs by:
Name Team member Input
James Citizen A social media page needs to be set up to
promote the TV and whitegoods products of
the business better.
Mary Citizen Will assist James in managing the social
media pages for the TV and Whitegoods
division of Bing Lee
Singh Citizen Warranty offered for television products
should be increased by a six month time
period to enhance sales
Jane Citizen The latest inventory management software
must be procured to facilitate more efficient
rendition of inventory duties
Decision Made:
The decisions that were taken at the meeting were to set up social media pages of the TV
and Whitegoods products of Bing Lee immediately, via popular platforms like Facebook,
Twitter and Youtube.
Employees will be on their best behaviour when dealing with customers.
A proposal to procure the latest software for inventory management shall be forwarded to
the accounts department for approval.
Staff members present: James Citizen, Jane Citizen, Mary Citizen, Ali Citizen, Singh Citizen,
Jerry Citizen, John Citizen and Susan Citizen
TASK 2: Your next TASK is to develop and facilitate team cohesion. This must include
2A. Develop a policy statement for performance management and a policy statement for team
responsibility.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 16
Inputs by:
Name Team member Input
James Citizen A social media page needs to be set up to
promote the TV and whitegoods products of
the business better.
Mary Citizen Will assist James in managing the social
media pages for the TV and Whitegoods
division of Bing Lee
Singh Citizen Warranty offered for television products
should be increased by a six month time
period to enhance sales
Jane Citizen The latest inventory management software
must be procured to facilitate more efficient
rendition of inventory duties
Decision Made:
The decisions that were taken at the meeting were to set up social media pages of the TV
and Whitegoods products of Bing Lee immediately, via popular platforms like Facebook,
Twitter and Youtube.
Employees will be on their best behaviour when dealing with customers.
A proposal to procure the latest software for inventory management shall be forwarded to
the accounts department for approval.
Staff members present: James Citizen, Jane Citizen, Mary Citizen, Ali Citizen, Singh Citizen,
Jerry Citizen, John Citizen and Susan Citizen
TASK 2: Your next TASK is to develop and facilitate team cohesion. This must include
2A. Develop a policy statement for performance management and a policy statement for team
responsibility.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 16
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T-1.8.1_v3
2B. Develop a 12 step procedure for your team performance management.
2C. In following-up performance, prepare TWO feedback letters to your team members. You may
wish to use the names of two staff members mentioned in scenario.
2A. Develop Policy Statements.
Instructions: Research “Performance Management Policy” in www.google.com.au and find at least
one policy of an organisation similar to Bing Lee. Based on the ideas and information from your
researched policy, develop two Policy Statements for your sales team at Bing Lee.
Brief Policy Statement for Performance Management (within 150 words)
Bing Lee strives to create a business environment where employees understand the effects
that their performance can have on achievement of the goals and objectives of the
organization, and are given opportunities to enhance their ongoing personal growth. Such
goals can be accomplished by us through an efficient and strong program on performance
based management that will culminate in an annual review of performance. The process of
performance management is a continuous one as we plan, review, manage as well as reward
performance. Worthy employees who are able to meet the sales targets and performance
related targets that are set for them will be duly rewarded and recognized and employees
falling short in meeting their objectives or production goals will be placed under a
performance improvement plan for a brief period of time, in order to give them the special
care, attention, time and supervision that is needed for them to be able to do their work better.
Brief Policy Statement for Team Responsibility (within 150 words)
The mission of Bing Lee is to engage in the identification, assessment and prioritization of
risks that can adversely affect the company, with stated goals for continuous improvement,
and the mitigation of risks through development of training programs, managerial controls,
investigative techniques, reporting procedures, and auditing as well as ongoing corrective
action. Our employees will be subjected to frequent training programs on the handling and
disbursement of television and whitegoods products so they are able to handle and resolve
customer queries and grievances with a greater degree of efficiency and proficiency. All
members of the TV and Whitegoods division shall be assigned duties and responsibilities that
are aimed at meeting organizational goals and objectives within a desired time frame and it is
expected that all team members will live up to their workplace duties and responsibilities with
the utmost sincerity, dedication and commitment and come together as a cohesive unit to take
the business in forward direction.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 17
2B. Develop a 12 step procedure for your team performance management.
2C. In following-up performance, prepare TWO feedback letters to your team members. You may
wish to use the names of two staff members mentioned in scenario.
2A. Develop Policy Statements.
Instructions: Research “Performance Management Policy” in www.google.com.au and find at least
one policy of an organisation similar to Bing Lee. Based on the ideas and information from your
researched policy, develop two Policy Statements for your sales team at Bing Lee.
Brief Policy Statement for Performance Management (within 150 words)
Bing Lee strives to create a business environment where employees understand the effects
that their performance can have on achievement of the goals and objectives of the
organization, and are given opportunities to enhance their ongoing personal growth. Such
goals can be accomplished by us through an efficient and strong program on performance
based management that will culminate in an annual review of performance. The process of
performance management is a continuous one as we plan, review, manage as well as reward
performance. Worthy employees who are able to meet the sales targets and performance
related targets that are set for them will be duly rewarded and recognized and employees
falling short in meeting their objectives or production goals will be placed under a
performance improvement plan for a brief period of time, in order to give them the special
care, attention, time and supervision that is needed for them to be able to do their work better.
Brief Policy Statement for Team Responsibility (within 150 words)
The mission of Bing Lee is to engage in the identification, assessment and prioritization of
risks that can adversely affect the company, with stated goals for continuous improvement,
and the mitigation of risks through development of training programs, managerial controls,
investigative techniques, reporting procedures, and auditing as well as ongoing corrective
action. Our employees will be subjected to frequent training programs on the handling and
disbursement of television and whitegoods products so they are able to handle and resolve
customer queries and grievances with a greater degree of efficiency and proficiency. All
members of the TV and Whitegoods division shall be assigned duties and responsibilities that
are aimed at meeting organizational goals and objectives within a desired time frame and it is
expected that all team members will live up to their workplace duties and responsibilities with
the utmost sincerity, dedication and commitment and come together as a cohesive unit to take
the business in forward direction.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 17
T-1.8.1_v3
2B. Prepare a 12 step Procedure for Team Performance Management.
Instructions: Research “Performance Management Procedures” in www.google.com.au and find at
least one procedure of an organisation similar to Bing Lee. Based on the ideas and information from
your researched procedure, develop a performance procedure for your sales team at Bing Lee.
1. Open communication will be established in the team.
2. Teams will be trained for the purpose of enhancing team effectiveness
3. Transformational style leadership will be adopted to guide the performance of the teams.
4. Appraisals based on team performance will be used for developing team members
5. Team goals will be aligned with the goals of the organization
6. Performance appraisal performance will be used to align organizational goals with team goals
7. Rewards will be linked to team performance
8. Good work will be acknowledged at all times
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 18
2B. Prepare a 12 step Procedure for Team Performance Management.
Instructions: Research “Performance Management Procedures” in www.google.com.au and find at
least one procedure of an organisation similar to Bing Lee. Based on the ideas and information from
your researched procedure, develop a performance procedure for your sales team at Bing Lee.
1. Open communication will be established in the team.
2. Teams will be trained for the purpose of enhancing team effectiveness
3. Transformational style leadership will be adopted to guide the performance of the teams.
4. Appraisals based on team performance will be used for developing team members
5. Team goals will be aligned with the goals of the organization
6. Performance appraisal performance will be used to align organizational goals with team goals
7. Rewards will be linked to team performance
8. Good work will be acknowledged at all times
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 18
T-1.8.1_v3
9. Positive working relationships shall be established
10. The right jobs will be delegated to the right people
11. Team members will be encouraged to be decisive in their actions
12. Conflict will be effectively and efficiently managed if and when it arises
2C. Based on the policies and procedures that you have written and using the TWO templates
provided below, prepare “TWO Feedback Letters” to follow-up on performance and to
encourage & reward for contributions. You should have consistency in both letters when
putting the dates and the performance issue.
Instructions for letter 1: Write a formal letter to your team because they did not reach the last quarter
sales targets. You may provide suggestions, advise, and gently remind them of consequences for not
meeting targets. (maximum 200 words)
Bing Lee – TV and Whitegoods Division
11.8.2019
Private and confidential
Subject: Sales Target Letter
Dear Team Members,
I hope this email finds you all well. I firstly want to congratulate you all for putting in so much effort,
dedication and showing so much perseverance towards your duties and responsibilities in the last
quarter. It is a performance that is much appreciated. With a heavy heart however, I would like to let
you all know that in spite of all the hard work that we put in, we were not able to meet the sales
targets that we had been assigned. This is a matter of serious concern for us, given that Bing Lee is a
prominent and well established electronics company in New South Wales now, and there should be
no reason why a particular division should underperform.
I implore you all to introspect and analyse why it is that we have not been able to meet the sales
target that we had been assigned, in spite of putting in such a dedicated performance. We need to
quickly identify and analyse where it is that we are going wrong with our performance so that the
lacunae can be addressed immediately and we can move in forward direction. I believe that
concentrating on specific areas such as quality, timely service rendition and accurate billing will give
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 19
9. Positive working relationships shall be established
10. The right jobs will be delegated to the right people
11. Team members will be encouraged to be decisive in their actions
12. Conflict will be effectively and efficiently managed if and when it arises
2C. Based on the policies and procedures that you have written and using the TWO templates
provided below, prepare “TWO Feedback Letters” to follow-up on performance and to
encourage & reward for contributions. You should have consistency in both letters when
putting the dates and the performance issue.
Instructions for letter 1: Write a formal letter to your team because they did not reach the last quarter
sales targets. You may provide suggestions, advise, and gently remind them of consequences for not
meeting targets. (maximum 200 words)
Bing Lee – TV and Whitegoods Division
11.8.2019
Private and confidential
Subject: Sales Target Letter
Dear Team Members,
I hope this email finds you all well. I firstly want to congratulate you all for putting in so much effort,
dedication and showing so much perseverance towards your duties and responsibilities in the last
quarter. It is a performance that is much appreciated. With a heavy heart however, I would like to let
you all know that in spite of all the hard work that we put in, we were not able to meet the sales
targets that we had been assigned. This is a matter of serious concern for us, given that Bing Lee is a
prominent and well established electronics company in New South Wales now, and there should be
no reason why a particular division should underperform.
I implore you all to introspect and analyse why it is that we have not been able to meet the sales
target that we had been assigned, in spite of putting in such a dedicated performance. We need to
quickly identify and analyse where it is that we are going wrong with our performance so that the
lacunae can be addressed immediately and we can move in forward direction. I believe that
concentrating on specific areas such as quality, timely service rendition and accurate billing will give
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 19
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us the right start to this direction.
I look forward to seeing more progress and improvement in the upcoming quarter
With my thanks and best wishes
James Milner
Sales Manager
TV and Whitegoods Division
Bing Lee
Sydney, Australia
Instructions for letter 2: Write a letter appreciation and encouragement to your same sales team
because they have reached the sales targets this quarter of the year. You may provide motivation and
may reward them for reaching the sales targets. (maximum 200 words)
Bing Lee
11. 8. 2019
Private and confidential
Subject: Appreciation Letter
Dear Team Members,
It is with great delight and pleasure that I write this email. I would like to congratulate you all on a
fabulous performance in the last business quarter. Indeed your performance in the last quarter has
ensured hundred percent satisfaction for our customers and has prompted them to procure our goods
in great numbers, leading to a massive rise in sales figures. We have managed to overshoot the sales
target by 150 percent, which is a laudable figure, given that we are a team that is comprised of only
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 20
us the right start to this direction.
I look forward to seeing more progress and improvement in the upcoming quarter
With my thanks and best wishes
James Milner
Sales Manager
TV and Whitegoods Division
Bing Lee
Sydney, Australia
Instructions for letter 2: Write a letter appreciation and encouragement to your same sales team
because they have reached the sales targets this quarter of the year. You may provide motivation and
may reward them for reaching the sales targets. (maximum 200 words)
Bing Lee
11. 8. 2019
Private and confidential
Subject: Appreciation Letter
Dear Team Members,
It is with great delight and pleasure that I write this email. I would like to congratulate you all on a
fabulous performance in the last business quarter. Indeed your performance in the last quarter has
ensured hundred percent satisfaction for our customers and has prompted them to procure our goods
in great numbers, leading to a massive rise in sales figures. We have managed to overshoot the sales
target by 150 percent, which is a laudable figure, given that we are a team that is comprised of only
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 20
T-1.8.1_v3
four full time members and four part time employees.
I implore you all to keep up your wonderful performance and do equally well in the next quarter. Bing
Lee is a company that strives for excellence in the rendition of its services. I can tell from the way our
team performed in the last business quarter that we are doing a good job of keeping up with this
tradition. All of you have worked to potential and have put your differences aside to come together
and work as a cohesive team unit, with nothing but excellence on your agenda and I am delighted to
see that this has paid good dividends. Our sales are high and we now only need to make an effort to
keep this up as we go along.
Yours sincerely,
James Milner
Sales Manager
TV and Whitegoods Division
Bing Lee
Sydney Australia
TASK 3: Your TASK 3 as a manager is to facilitate teamwork within your departmental sales
team. To complete this task, you are required to perform TWO role-play sessions.
3A. The first role-play session is based on maintain an open communication process with your team
and to clarify the organisational policies and objectives.
3B. The second role-play session is based on supporting the team, identifying performance problems,
resolving problems and advising them on better work methods that you personally use.
3C. Fill out the recordkeeping form
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 21
four full time members and four part time employees.
I implore you all to keep up your wonderful performance and do equally well in the next quarter. Bing
Lee is a company that strives for excellence in the rendition of its services. I can tell from the way our
team performed in the last business quarter that we are doing a good job of keeping up with this
tradition. All of you have worked to potential and have put your differences aside to come together
and work as a cohesive team unit, with nothing but excellence on your agenda and I am delighted to
see that this has paid good dividends. Our sales are high and we now only need to make an effort to
keep this up as we go along.
Yours sincerely,
James Milner
Sales Manager
TV and Whitegoods Division
Bing Lee
Sydney Australia
TASK 3: Your TASK 3 as a manager is to facilitate teamwork within your departmental sales
team. To complete this task, you are required to perform TWO role-play sessions.
3A. The first role-play session is based on maintain an open communication process with your team
and to clarify the organisational policies and objectives.
3B. The second role-play session is based on supporting the team, identifying performance problems,
resolving problems and advising them on better work methods that you personally use.
3C. Fill out the recordkeeping form
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 21
T-1.8.1_v3
ROLE-PLAY INSTRUCTIONS:
Pairs are required in this assessment. One learner will play the role of the team with performance
issues and you will play the role of the manager. To participate in the role-play, you will have to
prepare scripts for both roles. You will work on the role-script in electronic document and submit the
assessment in a hard copy. Your role-play partner will not be assessed for this task.
You are required to:
1. Develop the role-play scripts for two sessions with questions and possible answers as
structured.
2. Attach both the role – play scripts (in APPENDIX 2)
3. Conduct the performance review meetings (Participate in role-play sessions)
4. Completed performance review recordkeeping form
ROLE PLAY SESSIONS – 20 MINUTES
3A. First role-play session. Assess Performance (10 minutes)
The first section of the role play is to train the team members on the performance management
system, organisational policy and time lines. This must include:
Introduction & greetings
Highlight the organisational policy and team targets for performance management
Highlight the key performance indicators (KPIs)
Train the team on how the team performance will be assessed
Explain the timeline of performance evaluation
3B. Second role-play session. Performance Feedback (10 minutes)
Instructions: Additional information on providing feedback and coaching is available at University of
Leicester website http://www2.le.ac.uk/offices/academic-practice/research-development/mentoring/
feedback and also at Small Biz Connect website http://toolkit.smallbiz.nsw.gov.au/part/8/40/195
Provide formal and informal feedback on team performance. Your feedback must include (but not
limited to):
Introduction and Ice breakers (Greetings)
Informal suggestions and praise on team strengths
Identifying and notifying work performance problems (identify at least 2 areas)
State your actions to address poor performance identified (at least 2 action plans)
Based on performance issues identified, support and advise the team on areas to improve.
Explain your work methods and your contributions to the team as a leader to influence them
to work efficiently.
3C. Fill out the performance recordkeeping form
Team Performance Review & Recordkeeping Form
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 22
ROLE-PLAY INSTRUCTIONS:
Pairs are required in this assessment. One learner will play the role of the team with performance
issues and you will play the role of the manager. To participate in the role-play, you will have to
prepare scripts for both roles. You will work on the role-script in electronic document and submit the
assessment in a hard copy. Your role-play partner will not be assessed for this task.
You are required to:
1. Develop the role-play scripts for two sessions with questions and possible answers as
structured.
2. Attach both the role – play scripts (in APPENDIX 2)
3. Conduct the performance review meetings (Participate in role-play sessions)
4. Completed performance review recordkeeping form
ROLE PLAY SESSIONS – 20 MINUTES
3A. First role-play session. Assess Performance (10 minutes)
The first section of the role play is to train the team members on the performance management
system, organisational policy and time lines. This must include:
Introduction & greetings
Highlight the organisational policy and team targets for performance management
Highlight the key performance indicators (KPIs)
Train the team on how the team performance will be assessed
Explain the timeline of performance evaluation
3B. Second role-play session. Performance Feedback (10 minutes)
Instructions: Additional information on providing feedback and coaching is available at University of
Leicester website http://www2.le.ac.uk/offices/academic-practice/research-development/mentoring/
feedback and also at Small Biz Connect website http://toolkit.smallbiz.nsw.gov.au/part/8/40/195
Provide formal and informal feedback on team performance. Your feedback must include (but not
limited to):
Introduction and Ice breakers (Greetings)
Informal suggestions and praise on team strengths
Identifying and notifying work performance problems (identify at least 2 areas)
State your actions to address poor performance identified (at least 2 action plans)
Based on performance issues identified, support and advise the team on areas to improve.
Explain your work methods and your contributions to the team as a leader to influence them
to work efficiently.
3C. Fill out the performance recordkeeping form
Team Performance Review & Recordkeeping Form
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 22
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T-1.8.1_v3
Team:
Review date:
Next review date:
Supervisor/Reviewer Name:
Key Performance
Indicators
Performance
Standards
Actual Staff
Performance
Actions
<List the duties and
responsibilities that are
used as performance
indicators relevant to the
position>
<Describe what doing
the job well looks
like>
<Comments on
performance as at
review dates>
<List the actions to
be taken to address
poor performance>
Effective handling of
visitor queries and
concerns, effective
supervision of overall
operations at the store,
timely resolution of
visitor queries and
concerns as expressed
at the store
Effective monitoring,
tracking and evaluating
all items in the physical
inventory, placing
demands and requests
for new supplies when
required.
Customers have a
clear idea about the
products or goods
up for sale, rate of
discounts and
rebates being
offered, warranty
benefits and
management of
wear and tear
issues
A well-organized
inventory
Customer relations
is being ensured
adequately enough
by designated
personnel but some
customers have
complained of poor
behaviour by
customer care
executives as
reviewed on
7.11.2019
Bing Lee (TV and
Whitegoods
Division) has a well
organized inventory
of supplies as seen
from review taken on
7.11.2019
Customer
executives can be
taught to handle
stress better and
behave better with
customers in the
peak business time
through training
and development
in public relations
Inventory
management can
be considerably
enhanced using
advanced
technological
software for this
purpose
Organized and
methodical cash
collection, ensuring
sales target is achieved
by monitoring and
evaluation of daily
transactions
Bills are generated
accurately. Receipts
for credit card
payments are sent
to customers via
email and SMS in a
timely manner. An
accurate calculation
Billing and cash
operations are being
carried out to
perfection. No
customer complaints
have been received
relating to billing and
cash operations as
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 23
Team:
Review date:
Next review date:
Supervisor/Reviewer Name:
Key Performance
Indicators
Performance
Standards
Actual Staff
Performance
Actions
<List the duties and
responsibilities that are
used as performance
indicators relevant to the
position>
<Describe what doing
the job well looks
like>
<Comments on
performance as at
review dates>
<List the actions to
be taken to address
poor performance>
Effective handling of
visitor queries and
concerns, effective
supervision of overall
operations at the store,
timely resolution of
visitor queries and
concerns as expressed
at the store
Effective monitoring,
tracking and evaluating
all items in the physical
inventory, placing
demands and requests
for new supplies when
required.
Customers have a
clear idea about the
products or goods
up for sale, rate of
discounts and
rebates being
offered, warranty
benefits and
management of
wear and tear
issues
A well-organized
inventory
Customer relations
is being ensured
adequately enough
by designated
personnel but some
customers have
complained of poor
behaviour by
customer care
executives as
reviewed on
7.11.2019
Bing Lee (TV and
Whitegoods
Division) has a well
organized inventory
of supplies as seen
from review taken on
7.11.2019
Customer
executives can be
taught to handle
stress better and
behave better with
customers in the
peak business time
through training
and development
in public relations
Inventory
management can
be considerably
enhanced using
advanced
technological
software for this
purpose
Organized and
methodical cash
collection, ensuring
sales target is achieved
by monitoring and
evaluation of daily
transactions
Bills are generated
accurately. Receipts
for credit card
payments are sent
to customers via
email and SMS in a
timely manner. An
accurate calculation
Billing and cash
operations are being
carried out to
perfection. No
customer complaints
have been received
relating to billing and
cash operations as
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 23
T-1.8.1_v3
of daily cash
collection is
maintained.
per the review
conducted on
7.11.2019
Areas of concern (identify at least 2 work performance problems):
Inventory management is well organized but is taking a lot of time to be carried out
Customer executives tend to be rude with visitors during peak hours of business
Suggestions on improvement (coaching, training):
Employees need to be trained in good PR
An inventory management software needs to be procured at the earliest
Your Signature:
James Milner
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 24
of daily cash
collection is
maintained.
per the review
conducted on
7.11.2019
Areas of concern (identify at least 2 work performance problems):
Inventory management is well organized but is taking a lot of time to be carried out
Customer executives tend to be rude with visitors during peak hours of business
Suggestions on improvement (coaching, training):
Employees need to be trained in good PR
An inventory management software needs to be procured at the earliest
Your Signature:
James Milner
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 24
T-1.8.1_v3
TASK 4: Your final TASK as a manager is to liaise with various stakeholders of the
organisation. You will need to:
4A. Prepare a formal communication and liaison with organisational stakeholders such as top
management.
4B. Evaluate and take necessary corrective action using an Action Plan template regarding
unresolved issues and problems raised by the top manager.
4A. Using the template below, communicate with the top management by writing a formal letter
to the area manager of the store. Explain him/her about the individual and team performance
plans and also the performance results as mentioned in your-role play script. Also mention
how you are meeting the organisational goals. (Maximum 200 words)
Date: 11.8. 2019
Subject:
Dear Sir
At Bing Lee – TV and Whitegoods Division, we have been striving to ensure quality services for
customers by being on our toes and catering customer requirements with efficiency and care. Our
team is comprised of dedicated and sincere individuals who are willing to devote much of their time
and energy to the pursuit of excellence as envisaged by our company founders, and who will leave no
stone unturned to do a perfect job for customers. That having been said, sales figures have taken a
dip in the last business quarter which is why we have envisaged and are currently implementing
performance management plans to ensure quality performance in the present and future quarters.
Employees are being trained in the use of advanced inventory management software so as to
manage the physical inventory at the store better. Our customer care executives are being exposed to
PR workshops so that they acquire the skills that must be deployed when communicating with
customers on a daily basis. All team members have been subjected to individual performance
improvement plans that are designed to facilitate their progress at work and measure this progress s
and when it takes place. The performance improvement plans are being implemented over the
quarter, and I can report that until date, employees have been living up to the expectations that I have
from them, after enrolling them in such plans.
It is my firm belief that the performance of team members at Bing Lee – TV and Whitegoods Division
is all set to witness a significant improvement and that the upcoming business quarters will be
characterized by high degrees of productivity. We are committed to the pursuit of excellence and will
make all efforts needed to offer quality services for our customers at all times of the year.
Regards,
Your Name: James Milner
Sign: James Milner
Position: Sales Team Manager
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 25
TASK 4: Your final TASK as a manager is to liaise with various stakeholders of the
organisation. You will need to:
4A. Prepare a formal communication and liaison with organisational stakeholders such as top
management.
4B. Evaluate and take necessary corrective action using an Action Plan template regarding
unresolved issues and problems raised by the top manager.
4A. Using the template below, communicate with the top management by writing a formal letter
to the area manager of the store. Explain him/her about the individual and team performance
plans and also the performance results as mentioned in your-role play script. Also mention
how you are meeting the organisational goals. (Maximum 200 words)
Date: 11.8. 2019
Subject:
Dear Sir
At Bing Lee – TV and Whitegoods Division, we have been striving to ensure quality services for
customers by being on our toes and catering customer requirements with efficiency and care. Our
team is comprised of dedicated and sincere individuals who are willing to devote much of their time
and energy to the pursuit of excellence as envisaged by our company founders, and who will leave no
stone unturned to do a perfect job for customers. That having been said, sales figures have taken a
dip in the last business quarter which is why we have envisaged and are currently implementing
performance management plans to ensure quality performance in the present and future quarters.
Employees are being trained in the use of advanced inventory management software so as to
manage the physical inventory at the store better. Our customer care executives are being exposed to
PR workshops so that they acquire the skills that must be deployed when communicating with
customers on a daily basis. All team members have been subjected to individual performance
improvement plans that are designed to facilitate their progress at work and measure this progress s
and when it takes place. The performance improvement plans are being implemented over the
quarter, and I can report that until date, employees have been living up to the expectations that I have
from them, after enrolling them in such plans.
It is my firm belief that the performance of team members at Bing Lee – TV and Whitegoods Division
is all set to witness a significant improvement and that the upcoming business quarters will be
characterized by high degrees of productivity. We are committed to the pursuit of excellence and will
make all efforts needed to offer quality services for our customers at all times of the year.
Regards,
Your Name: James Milner
Sign: James Milner
Position: Sales Team Manager
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 25
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4B. Evaluate and take necessary corrective action using the Action Plan template below
regarding unresolved issues and problems raised by the top manager. The manager has
raised the following issues and problems to you.
Sales targets not being met by some team members
It will effect budget and operational costs for the store
Performance bonuses will also be affected
To meet the whole team targets for the next quarter
QUARTERLY TEAM ACTION PLAN
Month Tasks, goals and objectives for the month Deadline Responsible
Person
September - improvement in customer care relations
- setting up of social media pages for business promotion
- improvement in time management
30.9/2019 James
Citizen
October - improvement in money management
- training in PR
- training in soft skills
31/10/2019
Jane Citizen
November - improvement in organizational discipline
- enhancement of soft skills and PR
- training in inventory management
30/11/2019
John Citizen
December - evaluation of social media promotional strategies
- evaluation of PR training and development
- evaluation of inventory management training
31/12/2019
John Citizen
Additional comments:
Employees are going to be rigorously trained in improving their public relations skills and soft
skills in addition to learning how to manage time better, be more punctual and handle
sophisticated software, all of which will enable them to perform their assigned responsibilities
with perfection.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 26
4B. Evaluate and take necessary corrective action using the Action Plan template below
regarding unresolved issues and problems raised by the top manager. The manager has
raised the following issues and problems to you.
Sales targets not being met by some team members
It will effect budget and operational costs for the store
Performance bonuses will also be affected
To meet the whole team targets for the next quarter
QUARTERLY TEAM ACTION PLAN
Month Tasks, goals and objectives for the month Deadline Responsible
Person
September - improvement in customer care relations
- setting up of social media pages for business promotion
- improvement in time management
30.9/2019 James
Citizen
October - improvement in money management
- training in PR
- training in soft skills
31/10/2019
Jane Citizen
November - improvement in organizational discipline
- enhancement of soft skills and PR
- training in inventory management
30/11/2019
John Citizen
December - evaluation of social media promotional strategies
- evaluation of PR training and development
- evaluation of inventory management training
31/12/2019
John Citizen
Additional comments:
Employees are going to be rigorously trained in improving their public relations skills and soft
skills in addition to learning how to manage time better, be more punctual and handle
sophisticated software, all of which will enable them to perform their assigned responsibilities
with perfection.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 26
T-1.8.1_v3
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 27
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 27
T-1.8.1_v3
MARKING RUBRIC FOR ALL TASKS (for trainer use only)
The assessor needs to use judgment in providing marks for the tasks based on learner performance.
TASK NO. MARK ALLOCATED MARK RECEIVED
TASK 1A. Roster for the TV sales
division
5
TASK 1B. Develop Key Performance
Indicators (KPIs) for team members
5
TASK 1C. Prepare a performance
agreement letter
5
TASK 1D. Prepare a planning meeting
agenda
5
TASK 2A. Develop a policy statement
for performance management and a
policy statement for team responsibility
10
TASK 2B. Develop a procedure for
team performance management
10
TASK 2C. Prepare feedback letters to
team members
10
TASK 3A. First role-play session 15
TASK 3B. Second role-play session 15
TASK 3C. Fill out the performance
recordkeeping form
10
TASK 4A. Prepare a formal
communication and liaison with
stakeholders
5
TASK 4B. Evaluate and take corrective
action on unresolved issues and
problems using an action plan
5
TOTAL 100
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 28
MARKING RUBRIC FOR ALL TASKS (for trainer use only)
The assessor needs to use judgment in providing marks for the tasks based on learner performance.
TASK NO. MARK ALLOCATED MARK RECEIVED
TASK 1A. Roster for the TV sales
division
5
TASK 1B. Develop Key Performance
Indicators (KPIs) for team members
5
TASK 1C. Prepare a performance
agreement letter
5
TASK 1D. Prepare a planning meeting
agenda
5
TASK 2A. Develop a policy statement
for performance management and a
policy statement for team responsibility
10
TASK 2B. Develop a procedure for
team performance management
10
TASK 2C. Prepare feedback letters to
team members
10
TASK 3A. First role-play session 15
TASK 3B. Second role-play session 15
TASK 3C. Fill out the performance
recordkeeping form
10
TASK 4A. Prepare a formal
communication and liaison with
stakeholders
5
TASK 4B. Evaluate and take corrective
action on unresolved issues and
problems using an action plan
5
TOTAL 100
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 28
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T-1.8.1_v3
ROLE-PLAY 1 ASSESSING RUBRIC (for trainer use only)
The Trainer is to assess the learner’s performance in TASK 3A using the role-play Checklist provided
below.
DID THE CANDIDATE DEMONSTRATE THE FOLLOWING C NYC
Introduction & greetings
Highlight the organisational policy and team targets for performance
management
Highlight the key performance indicators (KPIs)
Train the team on how the team performance will be assessed
Explain the timeline of performance evaluation
ROLE-PLAY 2 ASSESSING RUBRIC (for trainer use only)
The Trainer is to assess the learner’s performance in TASK 3B using the role-play Checklist provided
below.
DID THE CANDIDATE DEMONSTRATE THE FOLLOWING C NYC
Introduction and Ice breakers (Greetings)
Informal suggestions and praise on team strengths
Identifying and notifying work performance problems (identify at least 2
areas)
State your actions to address poor performance identified (at least 2 action
plans)
Based on performance issues identified, support and advise the team on
areas to improve.
Explain your work methods and your contributions to the team as a leader
to influence them to work efficiently.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 29
ROLE-PLAY 1 ASSESSING RUBRIC (for trainer use only)
The Trainer is to assess the learner’s performance in TASK 3A using the role-play Checklist provided
below.
DID THE CANDIDATE DEMONSTRATE THE FOLLOWING C NYC
Introduction & greetings
Highlight the organisational policy and team targets for performance
management
Highlight the key performance indicators (KPIs)
Train the team on how the team performance will be assessed
Explain the timeline of performance evaluation
ROLE-PLAY 2 ASSESSING RUBRIC (for trainer use only)
The Trainer is to assess the learner’s performance in TASK 3B using the role-play Checklist provided
below.
DID THE CANDIDATE DEMONSTRATE THE FOLLOWING C NYC
Introduction and Ice breakers (Greetings)
Informal suggestions and praise on team strengths
Identifying and notifying work performance problems (identify at least 2
areas)
State your actions to address poor performance identified (at least 2 action
plans)
Based on performance issues identified, support and advise the team on
areas to improve.
Explain your work methods and your contributions to the team as a leader
to influence them to work efficiently.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 29
T-1.8.1_v3
APPENDIX 1
Links to further resources, theory, guides and templates
1. FAIRWORK Ombudsman (Consultation and cooperation in the workplace, Best Practice
Guide) - https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/best-practice-
guides/consultation-and-cooperation-in-the-workplace
2. Develop a good presentation - https://business.tutsplus.com/tutorials/creative-presentation-
ideas--cms-27281
3. Pith and Presentation templates - https://slidebean.com/presentation-templates/
4. Institute of Business Ethics (Resources on Business Ethics) -
http://www.ibe.org.uk/resources-and-codes-of-ethics/52/52
5. Further links to business ethics - http://www.ethicssage.com/ethics-resources.html
6. How To Delegate The Right Tasks To The Right People -
https://www.briantracy.com/blog/leadership-success/how-to-delegate-the-right-tasks-to-the-
right-people-effective-management-skills-for-leadership-success/
7. How to delegate (with pictures) - http://www.wikihow.com/Delegate
8. Forbes (How to Delegate More Effectively in Your Business) -
https://www.forbes.com/sites/martinzwilling/2013/10/02/how-to-delegate-more-effectively-in-
your-business/#7870fcd469bc
9. Training Needs Analysis (TNA) Guide -
http://www.skillnets.ie/sites/skillnets.ie/files/imce/u7/tna_guide_2013.pdf
10. Risk Matrix - http://www.jakeman.com.au/media/whats-right-with-risk-matrices
11. How to conduct risk analysis and use the Risk Assessment Matrix -
http://www.brighthubpm.com/risk-management/88566-tool-for-assessing-project-risk/
12. Australian Leadership Foundation (LEADERSHIP TOOLS) -
http://leadership.org.au/resources/leadership-models-tools/
13. Leadership styles: Understanding and using the right one -
https://www.informa.com.au/insight/leadership-styles-understanding-and-using-the-right-one-
for-your-situation/
14. 5 Ways top project managers allocate their resources - hhttps://blog.resourceguruapp.com/5-
ways-top-project-managers-allocate-their-resources/
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 30
APPENDIX 1
Links to further resources, theory, guides and templates
1. FAIRWORK Ombudsman (Consultation and cooperation in the workplace, Best Practice
Guide) - https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/best-practice-
guides/consultation-and-cooperation-in-the-workplace
2. Develop a good presentation - https://business.tutsplus.com/tutorials/creative-presentation-
ideas--cms-27281
3. Pith and Presentation templates - https://slidebean.com/presentation-templates/
4. Institute of Business Ethics (Resources on Business Ethics) -
http://www.ibe.org.uk/resources-and-codes-of-ethics/52/52
5. Further links to business ethics - http://www.ethicssage.com/ethics-resources.html
6. How To Delegate The Right Tasks To The Right People -
https://www.briantracy.com/blog/leadership-success/how-to-delegate-the-right-tasks-to-the-
right-people-effective-management-skills-for-leadership-success/
7. How to delegate (with pictures) - http://www.wikihow.com/Delegate
8. Forbes (How to Delegate More Effectively in Your Business) -
https://www.forbes.com/sites/martinzwilling/2013/10/02/how-to-delegate-more-effectively-in-
your-business/#7870fcd469bc
9. Training Needs Analysis (TNA) Guide -
http://www.skillnets.ie/sites/skillnets.ie/files/imce/u7/tna_guide_2013.pdf
10. Risk Matrix - http://www.jakeman.com.au/media/whats-right-with-risk-matrices
11. How to conduct risk analysis and use the Risk Assessment Matrix -
http://www.brighthubpm.com/risk-management/88566-tool-for-assessing-project-risk/
12. Australian Leadership Foundation (LEADERSHIP TOOLS) -
http://leadership.org.au/resources/leadership-models-tools/
13. Leadership styles: Understanding and using the right one -
https://www.informa.com.au/insight/leadership-styles-understanding-and-using-the-right-one-
for-your-situation/
14. 5 Ways top project managers allocate their resources - hhttps://blog.resourceguruapp.com/5-
ways-top-project-managers-allocate-their-resources/
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 30
T-1.8.1_v3
APPENDIX 2
Attach both role-play scripts here.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 31
APPENDIX 2
Attach both role-play scripts here.
Team Effectiveness, Assessment No.1 v1.1 Last updated on 11/06/2019 by MM Page 31
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