BSBMGT502B: A Case Study in Managing Employee Performance
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MANAGE PEOPLE PERFORMANCE
CASE SCENRIO
1
BSBMGT502B
CASE SCENRIO
1
BSBMGT502B
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Table of Contents
Assessment task 1............................................................................................................................3
Assessment task 2............................................................................................................................9
Assessment Task 3.........................................................................................................................10
Assessment Task 4.........................................................................................................................14
References......................................................................................................................................17
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BSBMGT502B
Assessment task 1............................................................................................................................3
Assessment task 2............................................................................................................................9
Assessment Task 3.........................................................................................................................10
Assessment Task 4.........................................................................................................................14
References......................................................................................................................................17
2
BSBMGT502B

Assessment task 1
An induction process for each staff member relevant to their work area
Back office – Three employees (One part time & two full times)
Designations Shift timings Report to Responsibilities
Invoice keeper (Full time) 9 hours Jean Maintain all the detailed entries of
the stock come in as well.
Invoice keeper (Part time) 4 hours Jean Divide the stock accordingly and
help in entries as well.
Back office – Three employees (One part time & two full times)
Designations Shift timings Report to Responsibilities
Stock keeper (Full time) 9 hours Jean Order all the requirements on good
prices and on time.
Stock keeper (Part time) 4 hours Jean Identifying all the requirements of
stock
Back office – Three employees (Two full times)
Designations Shift timings Report to Responsibilities
Billing (Full time) 9 hours Jean Maintain all the records of accounts
including all the daily sales, and
stock billing as well. also maintain
daily expenses and salary accounts.
3
BSBMGT502B
An induction process for each staff member relevant to their work area
Back office – Three employees (One part time & two full times)
Designations Shift timings Report to Responsibilities
Invoice keeper (Full time) 9 hours Jean Maintain all the detailed entries of
the stock come in as well.
Invoice keeper (Part time) 4 hours Jean Divide the stock accordingly and
help in entries as well.
Back office – Three employees (One part time & two full times)
Designations Shift timings Report to Responsibilities
Stock keeper (Full time) 9 hours Jean Order all the requirements on good
prices and on time.
Stock keeper (Part time) 4 hours Jean Identifying all the requirements of
stock
Back office – Three employees (Two full times)
Designations Shift timings Report to Responsibilities
Billing (Full time) 9 hours Jean Maintain all the records of accounts
including all the daily sales, and
stock billing as well. also maintain
daily expenses and salary accounts.
3
BSBMGT502B
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Customer care representative – Three employees (One part time & two full times)
Designations Shift timings Report to Responsibilities
Customer dealing (Full time) 9 hours Jean Providing assistance to the
customers
Customer dealing (Part time) 4 hours Jean Arrange the items and assist to the
customers
Customer care representative – Two employees (One part time & one full time)
Designations Shift timings Report to Responsibilities
Customer care representative
(Full time)
9 hours Jean Resolve queries overall the calls
and walk in queries as well
Customer care representative
(Part time)
4 hours Jean Resolve queries overall calls only
(Lemoine, et. al., 2019).
A position description template for each staff member relevant to their work area
Invoice Keeper
Position description
Invoice keeper helps to manage the maintaince of invoice entries and make proper records as
well.
Major areas of responsibility
Manage all the stock entries
Maintain invoice records
Primary objectives
Fulfil all the requirements of stocks
Maintain effective records of invoices
4
BSBMGT502B
Designations Shift timings Report to Responsibilities
Customer dealing (Full time) 9 hours Jean Providing assistance to the
customers
Customer dealing (Part time) 4 hours Jean Arrange the items and assist to the
customers
Customer care representative – Two employees (One part time & one full time)
Designations Shift timings Report to Responsibilities
Customer care representative
(Full time)
9 hours Jean Resolve queries overall the calls
and walk in queries as well
Customer care representative
(Part time)
4 hours Jean Resolve queries overall calls only
(Lemoine, et. al., 2019).
A position description template for each staff member relevant to their work area
Invoice Keeper
Position description
Invoice keeper helps to manage the maintaince of invoice entries and make proper records as
well.
Major areas of responsibility
Manage all the stock entries
Maintain invoice records
Primary objectives
Fulfil all the requirements of stocks
Maintain effective records of invoices
4
BSBMGT502B
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Specific responsibilities
Maintain all the stock requirements of store
Stock Keeper
Position description
Invoice keeper helps to maintain the stock requirements in the store and manage an effective record
of everything.
Major areas of responsibility
Manage all the stock entries
Identifying all the requirements of stock
Primary objectives
Make proper records and entries of stock
Fulfil all requirements of customers
Specific responsibilities
Identify all the stock requirements of store
Billing Manager
Position description
Invoice keeper helps to maintain the records of billing of sales and every day purchase at the store and
maintain billing of stock. Maintain accounts records of the company.
5
BSBMGT502B
Maintain all the stock requirements of store
Stock Keeper
Position description
Invoice keeper helps to maintain the stock requirements in the store and manage an effective record
of everything.
Major areas of responsibility
Manage all the stock entries
Identifying all the requirements of stock
Primary objectives
Make proper records and entries of stock
Fulfil all requirements of customers
Specific responsibilities
Identify all the stock requirements of store
Billing Manager
Position description
Invoice keeper helps to maintain the records of billing of sales and every day purchase at the store and
maintain billing of stock. Maintain accounts records of the company.
5
BSBMGT502B

Major areas of responsibility
Manage all the accounts entries
Identifying all the requirements of accounts entries
Primary objectives
Make proper records and entries of accounts entries
Fulfil all requirements related to accounts
Specific responsibilities
Maintain accounts records of the company
Customer care representative (In stores)
Position description
Invoice keeper helps to assistant customers while shopping from the stores and helps them to fulfil
customers’ requirements as well.
Major areas of responsibility
Manage all the walk in customers
fulfil all the requirements of customers
Primary objectives
customer satisfaction
6
BSBMGT502B
Manage all the accounts entries
Identifying all the requirements of accounts entries
Primary objectives
Make proper records and entries of accounts entries
Fulfil all requirements related to accounts
Specific responsibilities
Maintain accounts records of the company
Customer care representative (In stores)
Position description
Invoice keeper helps to assistant customers while shopping from the stores and helps them to fulfil
customers’ requirements as well.
Major areas of responsibility
Manage all the walk in customers
fulfil all the requirements of customers
Primary objectives
customer satisfaction
6
BSBMGT502B
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Specific responsibilities
Identify all the customer requirements of store
Customer care representative (Voice support)
Position description
Invoice keeper help to assistant customers and resolve their queries over the calls. Solve customer
complaints
Major areas of responsibility
Manage all the complaints of customers overall calls
Resolve customer queries overall calls
Primary objectives
Fulfil customer requirements
Manage angry customers overall calls
Specific responsibilities
Help the customers by solving their complaints and increase satisfaction of customers
A series of KPI’s for each staff member that focus on structuring their duties
KPI for back office staff
For back-office staffs that are responsible for invoicing, stock ordering and billing, the KPI will
be according to the given task to them. The KPI for those employees will be proper maintenance
of the records and data or information as well.
7
BSBMGT502B
Identify all the customer requirements of store
Customer care representative (Voice support)
Position description
Invoice keeper help to assistant customers and resolve their queries over the calls. Solve customer
complaints
Major areas of responsibility
Manage all the complaints of customers overall calls
Resolve customer queries overall calls
Primary objectives
Fulfil customer requirements
Manage angry customers overall calls
Specific responsibilities
Help the customers by solving their complaints and increase satisfaction of customers
A series of KPI’s for each staff member that focus on structuring their duties
KPI for back office staff
For back-office staffs that are responsible for invoicing, stock ordering and billing, the KPI will
be according to the given task to them. The KPI for those employees will be proper maintenance
of the records and data or information as well.
7
BSBMGT502B
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For customer care representatives, the KPI will be lesser complaint queries and high customers'
satisfaction as well in the preset period as well (Koikov, et. al., 2018).
8
BSBMGT502B
satisfaction as well in the preset period as well (Koikov, et. al., 2018).
8
BSBMGT502B

Assessment task 2
Monetary incentive scheme must be considered as one of the most effective motivation tools
when it comes to motivating the team because it is the most commonly used and result-oriented
schemes for employee motivation as well. In this current situation, Jean and his team are not
good at managing their professional relationships with each other, and it impacted the working
environment negatively on a huge level. It will be helpful to bring employee engagement at the
work which must be considered as one of the most required things for Jean's business right now.
With the help of monetary incentives, it will be helpful to manage employees' expectations from
the employer as well. The common complaint of Jean's employees was about not being
appreciated, or they were overworked, and Jean did not worth their efforts for the company as
well (Schwartz, et. al., 2019).
The monetary incentives scheme will be helpful to make the employees feel worthy, and it is one
of the most effective ways to tell the employees that as an employer Jean, understand their
efforts so far. It will be very helpful in terms of managing their efforts and increase their
productivity as well. If the employees of the organisation work with higher productivity, it will
increase the chances of lesser mistakes at work. It will increase the satisfaction level of the
customers, which is considered to be the most important thing when it comes to run a business
successfully for a longer period as well.
9
BSBMGT502B
Monetary incentive scheme must be considered as one of the most effective motivation tools
when it comes to motivating the team because it is the most commonly used and result-oriented
schemes for employee motivation as well. In this current situation, Jean and his team are not
good at managing their professional relationships with each other, and it impacted the working
environment negatively on a huge level. It will be helpful to bring employee engagement at the
work which must be considered as one of the most required things for Jean's business right now.
With the help of monetary incentives, it will be helpful to manage employees' expectations from
the employer as well. The common complaint of Jean's employees was about not being
appreciated, or they were overworked, and Jean did not worth their efforts for the company as
well (Schwartz, et. al., 2019).
The monetary incentives scheme will be helpful to make the employees feel worthy, and it is one
of the most effective ways to tell the employees that as an employer Jean, understand their
efforts so far. It will be very helpful in terms of managing their efforts and increase their
productivity as well. If the employees of the organisation work with higher productivity, it will
increase the chances of lesser mistakes at work. It will increase the satisfaction level of the
customers, which is considered to be the most important thing when it comes to run a business
successfully for a longer period as well.
9
BSBMGT502B
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Assessment Task 3
Margaret was one of the considered to be the cheerful employee of the company, and she was the
one who helps customers and makes a strong relationship with the customers who are one of the
most important requirements when it comes to run a successful business, especially in a small
town. Margaret was not able to understand the new cash register and its settings with the
machines. She needs some effective training sessions in terms to learn the cash register and its
settings as well. The company should be able to provide her with effective training so she would
be able to understand the uses of the new cash register as well. The following will be a structured
training program for Margaret to learn the uses of the new cash register as well.
Effective training sessions – The training sessions must be effective in term of fulfilling all the
requirements of the training required as well. The cash register is a new thing to the company
and Margaret is not really used to about the uses of the cash register, which makes it require
taking effective time sessions for the candidate. It will be helpful if the sessions would include
not just a few hours because the new system requires a lot of time from Margaret end so it will
timely organise sessions of training as well (Gomes, et. al., 2019). The session must be of one
week, not just a few hours at least.
Fun & learn methods – The representative did not teach her the new cash register in some
innovative way, in a limited time, the representative wanted to provide her with all the required
information. Instead of all that, some fun and learning activities would be helpful to make the
learning process more innovative and quick as well.
Accountability of candidate – It is really important that the training and coaching session
includes accountability of the candidate because every candidate has its own capacity of the
learning and productivity as well. The session and coaching process must be according to the
accountability of the candidate as well. Margaret was not able to learn the cash register quickly
uses so the training session must be prepared as per her accountability as well. The training
session always is according to the coachee driven attitude.
10
BSBMGT502B
Margaret was one of the considered to be the cheerful employee of the company, and she was the
one who helps customers and makes a strong relationship with the customers who are one of the
most important requirements when it comes to run a successful business, especially in a small
town. Margaret was not able to understand the new cash register and its settings with the
machines. She needs some effective training sessions in terms to learn the cash register and its
settings as well. The company should be able to provide her with effective training so she would
be able to understand the uses of the new cash register as well. The following will be a structured
training program for Margaret to learn the uses of the new cash register as well.
Effective training sessions – The training sessions must be effective in term of fulfilling all the
requirements of the training required as well. The cash register is a new thing to the company
and Margaret is not really used to about the uses of the cash register, which makes it require
taking effective time sessions for the candidate. It will be helpful if the sessions would include
not just a few hours because the new system requires a lot of time from Margaret end so it will
timely organise sessions of training as well (Gomes, et. al., 2019). The session must be of one
week, not just a few hours at least.
Fun & learn methods – The representative did not teach her the new cash register in some
innovative way, in a limited time, the representative wanted to provide her with all the required
information. Instead of all that, some fun and learning activities would be helpful to make the
learning process more innovative and quick as well.
Accountability of candidate – It is really important that the training and coaching session
includes accountability of the candidate because every candidate has its own capacity of the
learning and productivity as well. The session and coaching process must be according to the
accountability of the candidate as well. Margaret was not able to learn the cash register quickly
uses so the training session must be prepared as per her accountability as well. The training
session always is according to the coachee driven attitude.
10
BSBMGT502B
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Feedbacks – Feedbacks would be one of the most innovative approaches when it comes to
managing the training and coaching sessions because it helps to understand the learning stage
and issues from the candidates' end as well. The representative was not taking her feedback or
providing any feedback to her, which made the process more difficult because the representative
has not seemed able to understand her learning's or doubts as well. It will be helpful if the regular
feedbacks would be collected, it will be helpful to learn the cash register process to her in less
time with more effectively as well (Garnier, 2018).
11
BSBMGT502B
managing the training and coaching sessions because it helps to understand the learning stage
and issues from the candidates' end as well. The representative was not taking her feedback or
providing any feedback to her, which made the process more difficult because the representative
has not seemed able to understand her learning's or doubts as well. It will be helpful if the regular
feedbacks would be collected, it will be helpful to learn the cash register process to her in less
time with more effectively as well (Garnier, 2018).
11
BSBMGT502B

A reprimand and counselling system
Date – 6th August, 2019-08-06
To,
Martin Bosewall
Subject :- Admonition for poor performance
Dear Martin,
This mail is with a reference of follow up evaluation of the performance which was already
communicate to you via emails on 25th March, 2019 & 5th May, 2019.Your poor performance has
been a big concern for the company. Recently a performance evaluation revealed that you have
been failed to decrease the customer complaints and it made a negative impact on customer
loyalty as well. The customers are very valuable to the customers. As already indicated to you in
previous emails, irresponsible behaviours will not be tolerated or acceptable from any
employees.
Consider it as a third & final warning for poor performances. If you continue to fail to improve
your performance will lead to disciplinary actions against you. Next performance evaluation will
be taken place after 4 weeks.
Sincerely,
Jane,
12
BSBMGT502B
Date – 6th August, 2019-08-06
To,
Martin Bosewall
Subject :- Admonition for poor performance
Dear Martin,
This mail is with a reference of follow up evaluation of the performance which was already
communicate to you via emails on 25th March, 2019 & 5th May, 2019.Your poor performance has
been a big concern for the company. Recently a performance evaluation revealed that you have
been failed to decrease the customer complaints and it made a negative impact on customer
loyalty as well. The customers are very valuable to the customers. As already indicated to you in
previous emails, irresponsible behaviours will not be tolerated or acceptable from any
employees.
Consider it as a third & final warning for poor performances. If you continue to fail to improve
your performance will lead to disciplinary actions against you. Next performance evaluation will
be taken place after 4 weeks.
Sincerely,
Jane,
12
BSBMGT502B
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