BSBMGT502 - Manage People Performance Assignment - Revision Draft 1

This document presents a student's response to a BSBMGT502 assignment focused on managing people performance. The assignment involves analyzing a case study of a Loan Processing Centre at Ajax Loans and also includes the student's actual workplace at Mascot Steel. The student addresses key areas such as identifying Key Result Areas (KRAs) and drafting Key Performance Indicators (KPIs) for their team. They propose standards of conduct for customer interactions, and outline an approach to gaining staff input on KRAs, KPIs, and standards. The assignment further explores risk management in work allocation, detailing potential risks and mitigation strategies. A work plan is developed, considering staff roles, clerical tasks, and addressing planned and unplanned absences. The student also discusses staff upskilling needs and the importance of cost-effective and efficient work allocation. Short answer quizzes and practical exercises are also addressed. The assignment demonstrates an understanding of team management, communication, and performance improvement within a business context.

Instructions
 Use the provided Workbook to guide you through this Assessment
document.
 The Workbook will ask you to complete parts of this document
progressively – which are your assessment activities.
 By completing this document a part at a time – you will make
steady progress and be able to make the best use of small amounts
of available time.
 Upload this document on Webclass when completed, or earlier if
requested. Note that when uploading this document you are making
the following declaration about your assessment activities.
Manage People Performance
Assessment Declaration
Student Details
Students Name Mohammad Samad (SFT)
Employer Mascot Steel
Assessment for unit/s of competency:
BSBMGT502 Manage people performance
Declaration
 I declare that the answers in this Assessment are my own work.
 I acknowledge that it is a serious breach of academic policy to
copy from another student or the internet.
 I believe that I have satisfactorily met the requirements for
competence.
#Students Signature Submitted under Electronic Signature
via Webclass
Call 1 300 201 881 for student support and to book a
time to conduct Skills Checks
Assessment Task - Manage People Performance Mohammad Samad
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Assessment Activities
To complete this assessment there are a range of assessment
activities:
 Short answer questions to ensure that you meet the required
knowledge requirements. Complete the listed Quizzes in Part A of
this document.
 Skills Checks – to practice and demonstrate on-the-job
performance feedback skills
 Case studies to enable you to show practical application of the
required skills and knowledge.
 Practical exercises to show practical application of the required
skills and knowledge in the Practical Skills section.
It is recommended that you complete each Part of the following
assessment activities before progressing to the next.
Workbook - Resource Materials
A College Workbook has been provided to assist you in learning or
refreshing your knowledge in this field. At the beginning of each
separate assessment activity you will be referred to the relevant
section of the Workbook and any other resources.
Alternative Assessment Activities
If you wish to substitute the assessment activities with up to date
workplace evidence, or equivalent activities, please contact your
College Student Adviser.
Please Call to Get Assistance
Phone or email the College to get assistance. Often a quick call can
solve a problem that you may spend too much time on.
Call 1 300 201 881 and ask to speak to a Student Adviser for this
subject.
Assessment Results
Your assessment results will be recorded on a separate document
called the Assessment Record that will be available on Webclass
once your assessment has been marked.
Comments on your assessment activities will be provided in the
copy of this document issued back to you in Webclass.
IMPORTANT NOTE: Performance Reviews are a high level communication
skill.
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It is normal to be required to undertake the Skills Checks multiple times
until you have gained and demonstrated the required skills level. Please
take the opportunity to practice and prepare before undertaking each
Skills Check.
Part A – Key Required Knowledge and Skills
Assessment Method: Short Answer Questions
Complete the following quizzes on Webclass.
The information to help you answer these quizzes is in on Webclass within the
Quiz.
Quiz 1: Key Communication Skills (for Leaders)
12/04/2019
Quiz 2: Discrimination Laws
16/04/2019
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Assessment Task Part B– Allocating Work
Answer the following using Sections 1 and 2 of the Manage People Performance
workbook.
Review the activities in this assessment and determine if you will be using
your current workplace as the basis for your answers OR the provided case
study option.
AJAX Loans Case Study Option
You are the Team Leader at Ajax Loans for the newly established Car Loan
Approval Processing Centre.
This centralised loans processing centre will receive all car loan
applications online, direct from customers. Previously all loans went to the
one larger loans centre. Your team will specialise in car loan applications.
Currently loans are taking on average 5 days to approve. This centre has
specifically been established to bring this down to 1 day approval for car
loans.
You are also aware that management has concerns about the number of
complaints from customers about the rude way they are asked to provide
missing documents like payslips and bank statements.
There are also very strict rules on getting Credit Checks completed on
customers only when they agree, and you know that your team must
strictly follow policy when doing these.
The workflow can be set so that the computer allocates work (loan
applications to review) either to the next available processing person; or
based on the $ value for the loan application.
The clerical steps in the process (like asking for additional documents) can
be done by the person processing the loan or that person can tick a field in
the computer system that makes these clerical tasks appear on someone
elses job list to do.
OR If you are using your workplace: explain the type of workplace and the
role of your team here for our benefit and understanding.
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Your team members in the new centre at AJAX Loans are:
Lisa: Previously a senior loan approval officer in the centre with 20 years
lending experience. She has authority to approve loans of all values, but
has Parental Leave starting in 3 months and plans to take 12 months off.
Kim: Previously a clerical assistant for over 10 years– but her new role will
be to approve loans up to $10 000.
And you have 2 new staff – Jack and Kareem - both with 3 years of
experience in car loans with a competitor. Neither have specific
awareness of your lending approval processes, but will be given authority
to approve loans up to $20 000. Kareem has however used the same
computer system before.
Bob – a new trainee who can undertake clerical jobs as well as do jobs like
the office mail and ordering stationery.
You expect that the volume of loans received will be manageable with this
staffing level (even with new staff) as Kareem is technically the
replacement for Lisa – but you have him from now. That means you have
an extra person in the next 3 months in anticipation for when Lisa will be
on leave.
OR If you are using your workplace: explain the type of specific job roles
and what their work tasks are here.
Q1. Identify 2 Key Result Areas that would apply to your team in the Ajax
Loans - Loan Processing Centre case study (or for your actual team where
you currently work).
Actual Team (Mascot Steel)
1. Customer Complaints and Satisfaction. This will be recorded in a
spread sheet end of the day with the number of complaints
received.
2. Sales Register to record all sales done on that day including dollar
value.
3. Estimator register to record all estimation done that day including
dollar value.
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Q2. Draft 2 Key Performance Indicators that you would like to apply to
your team members in the Loan Processing Centre case study (or for your
actual team where you currently work)
Mascot Steel
1. Attend to all enquiries from the VIP customers ASAP (maximum
within 1 hour).
2. Attend to all other enquiries within 24 hours.
Q3. Draft the standards of conduct would you would like staff in the Loan
Processing Centre case study (or for your actual team where you currently
work) to adhere to when communicating with customers (to avoid the
complaints now being received).
Mascot Steel
1. Never say “NO” to the customer rather use “unfortunately will not
be able to help you”
2. Never give further discount on a quote done by your colleague.
Q4. What approach would you take to gaining staff input into the KRAs,
KPIs and Standards of Conduct? Why would you take this approach?
I will consult and get feedback from the whole team and the team
members. This will help us to improve the team involvement in setting
targets and make them more involved and work effectively towards their
targets. This is a very effective communications in KPI and KRA and very
often overlooked without understanding the effectiveness of it.
Q5. Before allocating work between your team members – what risks are
there about the work tasks and team structure that you need to consider?
Identify the 3 major risks and for each – 2 ways you would address that
risk.
Three major risks.
1. Superiority – I could consider the task carefully before allocate them
to a team member as of what’s the importance and seriousness of
the task. This might cause confusion and de motivate other team
members.
- I will discuss this with the team member first and get his
willingness or convince him to accept the task
- Then I will task this through the team and inform why I preferred
to allocated this to him rather than others.
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The above will give the persona and others clear view and will avoid
conflict within themselves.
2. Equally loaded – I will set and allocate KPI based on each person’s
strength and weakness.
- I will allocate the Load between each of the team members
based on their capacity and strength. To do this I need to study
the strength and weakness which is a key factor in setting KPI
and KRA’s.
- I usually use the soccer team as an example. Usually a good
team consists of strikers, defence etc, in which each player has a
specific strength. I ask them always what will happen if all the
players are goal strikers. The team will be a disaster since
everyone will want to score a goal and not pass the ball.
3. Help – I will tell them not to hesitate to contact me if they need any
help in fulfilling their task.
- I will make sure I explain the task to them and ask them to
usually repeat what they understood.
- Even after this I will tell them not to hesitate to contact me if
they need any further clarification and help if needed.
Q6. Draft your planned approach to developing the teams work plan.
Consider the following issues for the Case Study (and equivalent questions
if you are basing your examples on your real work team)
A. Who you will allocate different loans to and why
B. Who the clerical aspects would get done by and why?
C. How will you address planned and unplanned staff absences?
D. What areas do you need to upskill staff in?
E. How will your work allocation be cost effective and efficient?
Darryl – I will allocate very small and quick jobs to him. Darryl span of
concentration is very small and also can’t not do continuous task but a
excellent person to do things quick. This strength of his also a draw back
since he cannot do continuous task and doesn’t like to be disturbed nor
will attend to anyone while doing it including me.
Matt – All tasks which need solutions and help will be allocated to him.
Matt’s strength is his selling and marketing talent. He will come up with
excellent solutions and ideas.
Vin – Vin gets all long and complicate tasks including clerical task since Vin
is young and dynamic and wants to learn. He is young fresh graduate from
University who wants to explore different aspects and love to take risk
(calculated risks)
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Hitesh – All tasks which needs more concentration and patient will be
allocated to him. Hitesh has 12 years experience in estimation and very
soft spoken and patient.
B. All clerical roll will be assigned to Vin due to his speed and nature of
interest in exploring things. Since this will be more of clerical job he is
young and knows all new technology.
C. Planned staff absence is very easy to handle. I will ask him to identify
critical issue before he leaves and will be allocated to another team
member. Since all are quotes and orders are done through Navisison it’s
easy to locate and track.
Unplanned absence will be dealt in the same way. Also, I have trained all
my staff as multi-tasking so ones work can be done by others.
D. I need to upskill my staff in customer care which needs a vast amount
of patient and talent. Understanding customers needs and frustration
requires a ultimate level of training.
E.I would understand the strength and weakness of every staff
before I allocate work to them. I have set up a self-gaol measuring
tool in spread sheet which id filled by every member at the end of
the day. This will give them self-motivation.
Save this document regularly, and make a spare backup copy on a
flash-drive or another computer.
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Q7. Skills Check 1 – Consulting about Work Plans
Note you can book to do this Skills Check when you undertake the Skills
Check for Q21 and complete them at the same time.
You decide to float your ideas about the new work plan with Lisa in your
team, given her experience.
Call your College Student Adviser who will play the role of Lisa and listen
to your thoughts about the work plan and give you input.
The criteria to apply to this Skills Check are:
Skills Checklist YES NO
Consulted on work to be allocated and resources available
Allocated work in a way that is efficient, cost effective and
outcome focussed
Conduct risk analysis in accordance with the organisational
risk management plan and legal requirements
Uses language and structure appropriate to context and
audience to explain expected standards of performance
Collaborates with others to achieve joint outcomes,
influencing direction and taking a leadership role on occasion
Enter here the date completed:
College Student Adviser:
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Q8. Skills Check 2
Note you can book to do this Skills Check when you undertake the Skills
Check for Q21and complete them at the same time.
Your College Student Adviser will then play the role of Kareem (or an
employer in your work team).
You will be talking to Kareem about your specific plans for his role and
discussing KPIs and expectations.
Ensure that you have specifics to discuss with Kareem and also take the
approach of seeking his input and level of commitment.
As well as the above criteria – these additional criteria apply to this Skills
Check:
Skills Checklist YES NO
Confirm performance standards, Code of Conduct and work
outputs with relevant teams and individuals
Develop and agree performance indicators with relevant
staff prior to commencement of work
Enter here the date completed:
College Student Adviser:
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Assessment Task Part C– Monitoring
Performance
Answer the following using Section 3 of the Manage People Performance
workbook.
Q9A. List three review or monitoring methods you could use (for the case
study or your real work) to identify that staff are performing their roles
satisfactorily.
1. Review of data / reports – I maintain a excel sheet of data for each team
member under me with their KPIs.
2. Regular 0ne on one meeting - Discussing their progress in work,
feedbacks from both ends and checking with their normal life.
3. Direct Observation
Q9B. How would you ensure that you monitored on a continual basis?
For continuous monitoring,
 Maintaining a single report will all KPI metrics and discussing them
weekly, to track their performance timely.
 Providing FAST feedback for critical incidents to solve the problems
and assist them.
 Asking their progress of the task at eod.
 Praise and Recognise the employee for their efforts in daily huddles
instead of waiting for a formal award ceremony.
Case Study Part 2 – Performance Issues
Note – A number of questions relate to this case study. Review all of the
questions before starting your answers.
Note - To complete this case study you will be required to make up some
assumptions about what each person’s view of the reasons for the conflict
and the acceptable resolutions are. Use realistic situations.
Lisa works in your team. She is an experienced operator and has always
achieved her Key Performance Indicators (KPIs). You have asked her to
mentor Kareem who is new to the team.
However you have noticed that Lisa is now not achieving her KPIs; nor is
Kareem getting any closer to achieving his (even though they are set
lower for new staff).
You overhear a big argument that Lisa and Kareem are having but are
unclear what they are arguing about.
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You now need to step in to resolve any conflict between the two and get
the KPIs back on target.
Explain how you would apply the steps to giving formal feedback in the
above case study by answering the specific questions below.
Q10. Although both are present, you decide to speak to Lisa first. How will
you “open the discussion” ie raise the issues of the KPIs not improving and
argument you overheard?
Opening the argument with Lisa, I would like to chat about the argument I
overheard between you and Kareem and have noticed a drop in yours and
Kareem’s KPIs for the last month. I would like to hear your views on this.
Q11. How will you explain your concerns about the KPIs and argument (ie
give good information)? Give some examples of where “ framing
statements” and “I statements” would be useful.
Lisa, I was disappointed on seeing yours KPIs not achieved for the first
time and your mentee Kareem also didn’t achieve his KPI. I'd like to find
out what is happening and what I can do to help get you in the track
again.
Q12. What 4 questions could you ask to get information from Lisa about
what is occurring? (ie gather good information)
1. Lisa I would like to hear your explanation of what happened in this
situation?
2. what barrier you had from achieving yours and Kareem’s KPI’s?
3. what could I done better for you during your mentoring?
4. how can we improve the situation together and get back on track?
Q13. Explain how you would use the "problem solving" process to resolve
this issue.
Initially it’s important to understand the problem leading to poor
performance and then resolve it with a mutually acceptable solution by
discussing with every possible solution with the concerned person and
finally deciding on it. Once it’s done, the required outcome performance is
clearly stated with the employee. Then the solution is implemented and its
evaluated and monitored for a certain period. If still the problem occurs,
then formal performance improvement program is implemented.
In this issue, solution can be a 20% production off for Lisa till the
mentoring period, but she should make sure Kareem achieve his KPI at the
end of his mentoring phase. This can be implemented by discussing with
her. From Lisa, I will be receiving a weekly report on both KPI to be in
track.
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