Orange Health Service: BSBWOR502 Leadership and Management Action Plan

This assignment presents a comprehensive leadership and management action plan developed for Orange Health Service, NSW, aiming to enhance service delivery efficiency. The project outlines the team's purpose, roles, stakeholders (medical staff, administrators, patients, stockholders, and government agencies), and objectives for the next 3-6 months, including staff training and plan approval. It details a team performance plan with key performance indicators (KPIs), responsible personnel, and resource requirements. The communication strategy emphasizes regular meetings, clear and concise communication, and tailored approaches for different stakeholders. The assignment also includes a discussion on ethics, servant leadership, and strategies to address team performance issues, such as poor communication and lack of clear goals. Additionally, the document features a team charter with project objectives, key members, responsibilities, and success metrics. The project emphasizes the importance of open communication, stakeholder engagement, and continuous monitoring to ensure team success.

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Leadership and Management
BSBWOR502
Assessment Tasks
Name
Institution
Date

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Assessment Task 2: Action Plan
The overriding purpose of the Team:
The primary purpose of the team is to evaluate the current practices, review alternatives, and
develop more appropriate practices that will enhance efficiency in service delivery. The
purpose is aligned to Orange Health Service, NSW, because the hospital intends to improve
efficiency and quality of services in order to position itself among the best hospitals.
The Main Roles of Work Team
 To consult with patient care managers and educate the staff members on the
appropriate practices.
 To mobilise all staff to ensure they understand why there is a need for a change
 To make decisions on resource allocations.
 Another key role is to evaluate the current practices and analyse the best alternatives
that would guarantee quality and efficiency in service delivery.
The Team Stakeholders and their Interests
The medical staff: The interests of the medical staff are to see that their work has been made
easy and their workplace is safe
The hospital Administrators: The interests of hospital administrators are to see all
operations in the hospital are running effectively, and patients get healthcare services without
problems.
Patients: Patients are the customers of the hospital, and hence, the existence of the hospital
is determined by their satisfaction levels. The main interests of patients as stakeholders is to
receive the highest quality care from the hospital and demand to be treated with dignity and
their safety guaranteed.
Stockholders: Stockholders are mainly interested in profits. They want to be assured that
they get value for their investment.

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Government Regulatory Agencies: Their main interest is to see that the hospital complies
with the government regulations as far as patients’ safety and healthcare services delivery are
concerned.
Team Objectives for the next 3-6 months
 To create awareness of the changes to be introduced
 To seek approval of the plan
 To train at least 80% of the staff by the end of three months.
Team Performance Plan
Action KPI Responsible
person
Support
needed
Reporting
requirements
Resource
requirements
Training of
medical staff
and other
members
about the
change to be
introduced
Staff will be
assessed on
the topics
they have
been trained
on
Team
members
Training
will be
required for
the
electronic
health
records
Report to the
human
resource
manager and
the head of
the
department
Training
materials will
be required.
Projector
A laptop for
presentation
Convincing
the hospital
administrator
on the need
for the
change
Approval or
disapproval
of the plan
The head of
the team
Training on
negotiation
skills
Support
from
department
heads
Report to the
rest of the
team
members
Time
Evaluate the
current
practices
within the
hospital
A detailed
report of the
areas for
improvement
must be
presented
All team
members
Cooperation
from all
staff
members
Report to the
department
heads and
Human
resource
manage
Note books
Pens
Seeking approval for Team Plan
The first step of the process for seeking approval is the submission of the document
containing then plan. The document will be submitted to the hospital administrators. After
about one week, a face-to-face meeting will be scheduled with the hospital administrators to

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discuss further regarding the plan. The team will use this opportunity to justify the plan. After
the meeting, the team will wait for a response.
Feedback Strategies to be used
360-degree feedback:-This is a strategy where all team members provide feedback to the
person being evaluated. The feedback is given anonymously, and a report generated
Creating an open, respectful environment:-In this case, an individual is called in private, and
the feedback is given politely.

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Assessment Task 3
Communication Strategy
Communication is very crucial in any organisation. Regardless of the purpose,
whether it’s meant to update employees on new practices or policies, effective
communication is a critical issue in ensuring effective management (Steyn 2004, p.169).
Regular meetings will be held where the entire team will be involved. This is to allow all
team members to be aware of the changes that are being discussed and also share ideas and
concerns about the same. All team members will be involved, and before the start of the
meetings, the team will be asked to choose their communication preferences. This is to ensure
that everyone gets the relevant information through the channel that s/he is accessible to. To
ensure success of the communication strategy, it will be communicated in a clear and concise
manner to avoid confusion. Before talking to an individual through either email or phone, the
purpose of communication will be established; the desired outcome will be established first
and communicated to the audience. Every individual member will be treated differently in
order to acknowledge diversity in the team. At any given meeting, team members will be
allowed to air their concerns or provide feedback for any idea proposed. To communicate
effectively with stakeholders, the best communication channel that best suits them. Each
stakeholder will be informed about the team performance differently based on their profiles.

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Figure 1: Communication Flow Diagram
Summary Report
Ethics refer to an individual's beliefs of what is right or wrong (Ebert 2011, p. 63). In
order to protect the brand image, a company must embrace a positive corporate culture. As
the new manager of Chairs R Us, I will promote honesty and integrity in whatever I do. As a
role model, I will establish a code of conduct that will be followed by all employees and also
develop ethical positions on how the company and all the staffs will conduct their daily
business. I will ensure that all stakeholders are involved in decision making. I will embrace
servant leadership by prioritising the stakeholders’ needs to anything. According to Martin
(2009, p.223), servant leadership builds a positive corporate image.
As a servant leader, I will promote participation in groups which, according to
Sutherland and Stroot (2010, p.154), promotes positive group dynamics. Group dynamics
may include intellectual, social, and moral forces that distinguish people in a group
(Sutherland & Stroot 2010, p. 155). It is crucial to ensure that everyone participates in the
group work towards achieving a common goal. Some of the issues that hinder team

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performance include poor communication, lack of a clear goal, and competition among
members. As a group, it is crucial to acknowledge individuals’ differences as well
communicating clearly among members on what needs to be done (Franz 2012, p.51). Some
of the strategies to solve the issue in groups include open and clear communication, goal and
purpose communication, and encouraging participation and promoting diversity in groups
(Cloke & Goldsmith 2011, p.30). In the spirit of promoting participation, it is essential to
involve everyone when making any discussion. It is quite easy to gain consensus when all
team members have been involved in making a certain decision. In managing external
stakeholders, I will acknowledge and actively monitor their concerns and consider their
interests in decision-making. To ensure the success of the team performance, the progress
will be monitored by reviewing the work in progress on a regular basis. In case a team
member resists the change, the action that will be taken is to communicate explicitly to that
employee and explain why the change was necessary. Emails and face-to-face meetings will
be used to communicate the change to the entire team. Feedback will be evaluated based on
the standards that will have been established.
Team Charter
Internal Team Charter Project
Number
Project Purpose:
To improve efficiency in service delivery
Key Project Stakeholders
 Customers
 Company Stockholders
 The company staff
 Company Executive Management
Project Objectives
 To create a team that is focused and
results-oriented
 To improve efficiency in operations
 To reduce downtime in operations
 To enhance brand image
 To foster ethical behavior
Team Principles
 To satisfy clients’ needs
 Ensuring teamwork and
accountability among members
 To provide quality products in order
to gain a competitive edge
 Recognition of diversity
 Upholding honesty and integrity
Key Team Members Role Key Responsibilities

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Member 1 Project Leader Develop team charter,
develop project action plan,
project scheduling and
monitoring , organizing the
team
Member 2 Secretary Documenting all minutes,
writing down all discussion
agreements
Member 3 Logistics Manager Oversee logistics, organize
storage and product
distribution, Inventory
control
Member 4 Production Manager Planning and organizing
production schedules, product
quality control, manage the
workers, role distribution
Member 5 Quality Assurance Analyst Developing of test plan,
overseeing the testing
process, inform the team
about the quality standards
Key Measurement of
Project Success
Close-out Criteria Key Clients Expectations
 Reduced downtime in
the movement of
products
 Timely delivery of
products
 Improved
productivity among
employees
 Good and positive
corporate culture
 The client confirms
quality specification
by signing documents
 The logistics manager
and the client sign
dispatch note
 Timely delivery of
products
 High-quality products
Bibliography

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Cloke, K., and Goldsmith, J., 2011. Resolving conflicts at work: Ten strategies for everyone
on the job. John Wiley & Sons.
Ebert, R. J. (2011). Business essentials. Pearson Education.
Franz, T.M., 2012. Group dynamics and team interventions: Understanding and improving
team performance. John Wiley & Sons.
Martin, G., 2009. Driving corporate reputations from the inside: A strategic role and strategic
dilemmas for HR?. Asia Pacific Journal of Human Resources, 47(2), pp.219-235.
Steyn, B., 2004. From strategy to corporate communication strategy: A
conceptualisation. Journal of Communication Management, 8(2), pp.168-183.
Sutherland, S., and Stroot, S., 2010. The impact of participation in an inclusive adventure
education trip on group dynamics. Journal of Leisure Research, 42(1), pp.153-176.