BSBMGT502 Manage People Performance: Detailed Assessment Report

This document presents an assessment guide and solution for BSBMGT502 Manage People Performance. It includes an overview of the assessment process, assessor responsibilities, and formatting guidelines. Task 1 involves allocating workload and tasks to a new employee in a café setting, discussing their roles, and outlining performance measures for three specific tasks, which are serving coffee, managing orders, and inventory management. The solution details the responsibilities associated with each task and their importance in customer satisfaction and operational efficiency. Desklib provides a platform for students to access this and other solved assignments.

BSBMGT502 MANAGE PEOPLE PERFORMANCE
ASSESSMENT GUIDE

ASSESSMENT INFORMATION for students
Throughout your training we are committed to your learning by providing a training and
assessment framework that ensures the knowledge gained through training is translated into
practical on the job improvements.
You are going to be assessed for:
 Your skills and knowledge using written and observation activities that apply to the
workplace.
 Your ability to apply your learning.
 Your ability to recognise common principles and actively use these on the job.
All of your assessment and training is provided as a positive learning tool. Your assessor will
guide your learning and provide feedback on your responses to the assessment materials until
you have been deemed competent in this unit.
HOW YOU WILL BE ASSESSED
The process we follow is known as competency-based assessment. This means that evidence of
your current skills and knowledge will be measured against national standards of best practice,
not against the learning you have undertaken either recently or in the past. Some of the
assessment will be concerned with how you apply your skills and knowledge in the workplace,
and some in the training room as required by each unit.
The assessment tasks have been designed to enable you to demonstrate the required skills and
knowledge and produce the critical evidence to successfully demonstrate competency at the
required standard.
Your assessor will ensure that you are ready for assessment and will explain the assessment
process. Your assessment tasks will outline the evidence to be collected and how it will be
collected, for example; a written activity, case study, or demonstration and observation.
The assessor will also have determined if you have any special needs to be considered during
assessment. Changes can be made to the way assessment is undertaken to account for special
needs and this is called making Reasonable Adjustment.
What happens if your result is ‘Not Yet Competent’ for one or more assessment tasks?
Our assessment process is designed to answer the question “has the desired learning outcome
been achieved yet?” If the answer is “Not yet”, then we work with you to see how we can get
there.
In the case that one or more of your assessments has been marked ‘NYC’, your trainer will
provide you with the necessary feedback and guidance, in order for you to resubmit your
responses.
What if you disagree on the assessment outcome?
You can appeal against a decision made in regards to your assessment. An appeal should only
be made if you have been assessed as ‘Not Yet Competent’ against a specific unit and you feel
you have sufficient grounds to believe that you are entitled to be assessed as competent. You
BSBMGT502 Manage people performance
Assessment Guide
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RTO 21683
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must be able to adequately demonstrate that you have the skills and experience to be able to
meet the requirements of units you are appealing the assessment of.
Your trainer will outline the appeals process, which is available to the student. You can request
a form to make an appeal and submit it to your trainer, the course coordinator, or the
administration officer. The RTO will examine the appeal and you will be advised of the outcome
within 14 days. Any additional information you wish to provide may be attached to the appeal
form.
What if I believe I am already competent before training?
If you believe you already have the knowledge and skills to be able to demonstrate competence
in this unit, speak with your trainer, as you may be able to apply for Recognition of Prior
Learning (RPL).
Assessor Responsibilities
Assessors need to be aware of their responsibilities and carry them out appropriately. To do
this they need to:
 Ensure that participants are assessed fairly based on the outcome of the language,
literacy and numeracy review completed at enrolment.
 Ensure that all documentation is signed by the student, trainer, workplace
supervisor and assessor when units and certificates are complete, to ensure that
there is no follow-up required from an administration perspective.
 Ensure that their own qualifications are current.
 When required, request the manager or supervisor to determine that the student is
‘satisfactorily’ demonstrating the requirements for each unit. ‘Satisfactorily’ means
consistently meeting the standard expected from an experienced operator.
 When required, ensure supervisors and students sign off on third party assessment
forms or third party report.
 Follow the recommendations from moderation and validation meetings.
How should I format my assessments?
Your assessments should be typed in a 11 or 12 size font for ease of reading. You must include a
footer on each page with the student name, unit code and date. Your assessment needs to be
submitted as a hardcopy or electronic copy as requested by your trainer.
BSBMGT502 Manage people performance
Assessment Guide
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How long should my answers be?
The length of your answers will be guided by the description in each assessment, for example:
Type of Answer Answer Guidelines
Short Answer 4 typed lines = 50 words, or
5 lines of handwritten text
Long Answer
8 typed lines = 100 words, or
10 lines of handwritten text = 1
3of a foolscap page
Brief Report
500 words = 1 page typed report, or
50 lines of handwritten text = 1 1
2foolscap handwritten pages
Mid Report 1,000 words = 2 page typed report
100 lines of handwritten text = 3 foolscap handwritten pages
Long Report 2,000 words = 4 page typed report
200 lines of handwritten text = 6 foolscap handwritten pages
How should I reference the sources of information I use in my assessments?
Include a reference list at the end of your work on a separate page. You should reference the
sources you have used in your assessments in the Harvard Style. For example:
Website Name – Page or Document Name, Retrieved insert the date. Webpage link.
For a book: Author surname, author initial Year of publication, Title of book, Publisher, City,
State
ASSESSMENT GUIDE
The following table shows you how to achieve a satisfactory result against the criteria for each
type of assessment task. The following is a list of general assessment methods that can be used
in assessing a unit of competency. Check your assessment tasks to identify the ones used in this
unit of competency.
Assessment Method Satisfactory Result Non-Satisfactory Result
You will receive an overall result of Competent or Not Yet Competent for the unit. The assessment process
is made up of a number of assessment methods. You are required to achieve a satisfactory result in each of
these to be deemed competent overall. Your assessment may include the following assessment types.
Questions
All questions answered correctly Incorrect answers for one or more
questions
Answers address the question in
full; referring to appropriate
sources from your workbook
and/or workplace
Answers do not address the
question in full. Does not refer to
appropriate or correct sources.
Third Party Report
Supervisor or manager observes
work performance and confirms
that you consistently meet the
standards expected from an
experienced operator
Could not demonstrate
consistency. Could not
demonstrate the ability to achieve
the required standard
Written Activity
The assessor will mark the activity
against the detailed
guidelines/instructions
Does not follow
guidelines/instructions
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RTO 21683
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Assessment Method Satisfactory Result Non-Satisfactory Result
You will receive an overall result of Competent or Not Yet Competent for the unit. The assessment process
is made up of a number of assessment methods. You are required to achieve a satisfactory result in each of
these to be deemed competent overall. Your assessment may include the following assessment types.
Attachments if requested are
attached
Requested supplementary items
are not attached
All requirements of the written
activity are addressed/covered.
Response does not address the
requirements in full; is missing a
response for one or more areas.
Responses must refer to
appropriate sources from your
workbook and/or workplace
One or more of the requirements
are answered incorrectly.
Does not refer to or utilise
appropriate or correct sources of
information
Observation/Demonstration
All elements, criteria, knowledge
and performance evidence and
critical aspects of evidence, are
demonstrated at the appropriate
AQF level
Could not demonstrate elements,
criteria, knowledge and
performance evidence and/or
critical aspects of evidence, at the
appropriate AQF level
Case Study
All comprehension questions
answered correctly; demonstrating
an application of knowledge of the
topic case study.
Lack of demonstrated
comprehension of the
underpinning knowledge (remove)
required to complete the case
study questions correctly. One or
more questions are answered
incorrectly.
Answers address the question in
full; referring to appropriate
sources from your workbook
and/or workplace
Answers do not address the
question in full; do not refer to
appropriate sources.
Practical Activity
All tasks in the practical activity
must be competed and evidence of
completion must be provided to
your trainer/assessor.
All tasks have been completed
accurately and evidence provided
for each stated task.
Tasks have not been completed
effectively and evidence of
completion has not been provided.
Attachments if requested are
attached
Requested supplementary items
are not attached
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Assessment Guide
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ASSESSMENT COVER SHEET
Assessment Cover Sheet
Student’s name:
Assessors Name: Date:
Is the Student ready for assessment? Yes No
Has the assessment process been explained? Yes No
Does the Student understand which evidence is to be collected and
how? Yes No
Have the Student’s rights and the appeal system been fully explained? Yes No
Have you discussed any special needs to be considered during
assessment? Yes No
The following documents must be completed and attached
 Written Activity Checklist
The student will complete the written activity provided to them by
the assessor.
The Written Activity Checklist will be completed by the assessor.
S NYS
 Third Party Report
The student will demonstrate a range of skills and the supervisor/
assessor will observe where appropriate to the unit.
The Observation Checklist will be completed by the
supervisor/assessor.
S NYS
 Multiple Choice Checklist
The student will answer a range of questions
The Questioning Checklist will be completed by the assessor.
S NYS
I agree to undertake assessment in the knowledge that information gathered will only be used for
professional development purposes and can only be accessed by the RTO:
Overall Outcome Competent Not yet Competent
Student Signature: Date:
BSBMGT502 Manage people performance
Assessment Guide
Copyright © Mentor Education Pty Ltd
RTO 21683
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Assessor Signature: Date:
Result and Feedback
Feedback to Student:
Overall Outcome Competent Not yet Competent
Assessor
Signature: Date:
BSBMGT502 Manage people performance
Assessment Guide
Copyright © Mentor Education Pty Ltd
RTO 21683
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WRITTEN ACTIVITY
For this assessment you will need to perform the following tasks. These tasks will need to be
completed and submitted in a professional, word processed, format. Each task must be 1000
words minimum in length.
Task 1
Your task is to choose 1 person who could be employed by your company and complete the
following:
1. Allocate their work load and tasks (please discuss their roles and their performance
measures for at least 3 tasks)
The new person will be employed as the worker in the café, where he/she will
be having three distinct tasks and workload. The main role of the workers will
be to serve the coffee and other components to the customer at their request
after getting the order. This part is essential as the worker needs to adequately
interact with the customer and gather the required information about their
order, which can then be proceed to another task. The second task of the worker
is to highlights the orders and getting it cleared at time without any delay, which
is essential to the retention of customer, while increasing customer satisfaction
level. In addition, the third job of the employee is to count the inventory and
make sure the café is stocked accordingly to support the demand from
customers and reduce the chance of failed orders. The worker also needs to
clean the table after the customer a left. Hence, the employees has specific tasks,
where orders needs to be taken and delivered to the customer, cleaning the table
after the customer and managing the inventory conditions of the café.
There is specific performance measures that can be used for analyzing the
performance of the employee and detect its ability to deliver the required level
of output and service quality. The performance measure such as customer
satisfaction review, lead time of delivery of the ordered products and evaluation
of the inventory conditions can be conducted to determine performance of the
employee. The identified performance measure can eventually help in detecting
the overall input that has been conducted by the employee in improving the
customer relationship with the café. In addition, the inventory management
performance can be evaluated for the pervious monthly to determine whether
there was shortage of raw materials, which led to the no delivery of customer
order. Moreover, the review from the manager and other workers can be
BSBMGT502 Manage people performance
Assessment Guide
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RTO 21683
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conducted to determine the lead time taken by the employee in delivering the
ordered product by the customers.
2. Then you are to discuss how you would assess their performance for each of the
listed tasks and discuss the measures used to assess
The performance of the employee will be conducted with the help of three different
performance measure, as it helps in determining the overall performance of the
employee. The first performance measure that can be used for analyzing the work
quality of the employee is the customer satisfaction, which helps in determining
whether the employee has been conducting the work load adequately. Specific
interviews will be taken of those customers, how the employee is being attending,
which will ensure the customer satisfaction level and the performance of the
employee in acquiring the delivery of the order. This detection would eventually
help in determining whether the employee has been behaving adequately within the
customer.
The second performance measure that needs to be taken into consideration is the
evaluation from other employees regarding the performance of the new employee.
This would eventually help in detecting the faults and lead time that has been taken
by the employee in taking the order and delivering it to the customers. The attitude
of the employee is also taken into consideration. This would eventually help in
Detecting the performance of the new employee in providing the customers with the
order in adequate time frame. This performance measure would eventually ensure
that the employee has complied with the rules and regulations of the workplace,
while providing satisfactory action towards the customer.
The third performance measures that will be used for understanding efficiency of
the employee is the inventory management system, as he or she was responsible for
maintaining the Inventory of the cafe. The detection of any kind of lack in inventory
storage would eventually help in detecting the efficiency of the employees in
maintaining the required level of inventory support the demands of customers.
Records of the inventory would be taken into consideration where overstocking and
understocking of the goods can be detected To identify the efficiency of the
employee. Moreover, maintenance of adequate inventory level would ensure that
the employee has performed adequately and in accordance with the job
requirements.
BSBMGT502 Manage people performance
Assessment Guide
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RTO 21683
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3. Then you are to discuss how you would manage follow up discussing all aspects
from developing a performance improvement plan to termination
The performance review of the employee would eventually help in detecting his or
her efficiency in the workplace. Moreover, if it is seen that the employee’s
performance is up to the mark and lagging some of the minor requirements that is
needed by the work environment, adequate training can be conducted to improve
the performance. Furthermore, the evaluation of performance he would eventually
help in understanding that whether the employees possible to qualify for taking the
adequate orders from customers. The performance is relatively satisfactory and
minor adjustments can be conducted then cleaning from experienced employee
would eventually help you increase their efficiency level. Moreover, efficiency of the
employees can be improved by conducting relevant training, which can eventually
help in improving Performance of the employee.
Relevant improvements can be conducted on the event management system that is
being used by the employee. The responsibility of you provides to ensure that the
stock levels are adequate overstocking and understocking are not conducted the
indicated. If the performance of the employee is not adequate and relevance training
can be conducted which would ensure satisfactory results from the employee.
The performance improvement plan needs to be used for increasing efficiency of the
employee and adequately improve the level of work that needs to be conducted.
Firstly adequate training needs to be conducted on customer satisfaction then the
overall training needs to be conducted for operational process and lastly the training
for inventory management can be conducted to the employee. This would relevantly
ensure that the employee has been provided all the performance improvement
measures that could allow him or her to increase the performance level. However, if
the maintenance of the performance level is not adequate and lag is being seen then
the employee can be terminated as he or she will not be able to perform adequately
in the café.
Task 2
For this task you must research and answer each of the following questions in your own words:
1. Outline relevant legislative and regulatory requirements
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The relevant resolution legislation such as work health and safety Act 2011, work
health and safety regulation 2011, and code of practice needs to be Conducted in the
business environment to effectively comply with the government regulations. The
above legislative and regulations are relatively required in a cafe as health and
safety measures needs to be conducted by the organization in the premises. Without
the presence of adequate legislative and regulatory requirements the organization
can increase their unethical measures while raising the chance of negative health
and safety conduct in the business environment. Hence the legislative and
regulatory requirements are adequate for the Cafe business.
2. Outline relevant awards and certified agreements
The organization adequately conducts relevant or award ceremonies which helps in
motivating the employees and increasing the productivity of the overall Cafe. The
business aims in providing relevant certification to the Employees, who can improve
the level of operations in the capital and increased productivity of the workforce.
The relevant awards such as employee of the month, customer Choice Award, full
attendance award and no late award would eventually help in improving the level of
motivation among the employees, which in turn helps in raising the productivity
level of the cafe.
Certified agreements are relatively conducted to improve the efficiency of the
employees who intend to complete certain terms to achieve the element position
within the organization. The employees in the cafe could be motivated by providing
adequate awareness regarding the performance attribute which is demanded by the
organization. fulfillment of the identified performance attributes would eventually
promotions and increase in pay which would eventually motivate the employees to
increase the productivity and maintain the adequate performance attributes and
exceed beyond to increase their probability of achieving a higher position in the
organization. Furthermore, certain certification can also be provided which directly
indicates the improvements in hospitality conditions of the employee that can be
used for further reference.
3. Explain performance measurement systems utilised within the organization
BSBMGT502 Manage people performance
Assessment Guide
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The performance measurement system relatively evaluates listing features of an
employee within the organization which helps in motivating the workforce. The
performance measurement system relatively includes Evaluation, monitoring,
detection, and performance measurement, which would eventually help in detecting
the level of performance of each and every employee. Relevant evaluation needs be
conducted on each employee of the organization to determine how they are acting in
the work environment. Moreover, the monitoring process and detection process
relatively helps in segregating the employees who are outperforming other
employees. Lastly, the performance measurement directly segregates and allocates
all the reward points of each employee to determine whether the individual is
performing accordance with the requirements of the job.
This performance measurement system eventually allows the employer to detect the
employees who have outperformed other persons in the workforce. Moreover, it
helps them to increase the position and identify individuals who can increase
productivity in the long run. This performance measurement relatively allows the
organization to segregate and identify individuals who needs training and who can
be terminated due to lack of adequate performance. Hence, the performance
measurement system supports the organization to make adequate decisions to
increase productivity and raise the level of customer satisfaction in the cafe.
4. Explain unlawful dismissal rules and due process
Unlawful Dismissal is a relatively conducted and unethical measure that is
conducted by the organization without any prior notice or justification to the
employee. This type of unlawful dismissal is relatively not adequate and compliant
with the current work culture, which relatively increases concerned for the
employees to continue their work within the organization. The unlawful dismissal
rules are relatively simple where the organization when terminating an employee
needs to have certain points and problems that have been created by the employee.
Hence, without any kind of proof the organization cannot terminate the employee
just to satisfy their personal needs. According to the fair work Act 2009 the
employees without any kind of proof cannot be terminated from the job if there is a
specific clause regarding the termination at will employment conducted by the
organization.
BSBMGT502 Manage people performance
Assessment Guide
Copyright © Mentor Education Pty Ltd
RTO 21683
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