BSBWOR502: ICT Team Management Plan for New Service Level Agreement

This report outlines an ICT team management plan for Bazaar ceramic studio, focusing on generating a new service level agreement. It begins with an introduction to the studio's background and objectives, followed by a detailed business plan emphasizing the production of unique, contemporary ceramics and showcasing Australian ceramic art. The report then provides details of each team member, including their roles, accountabilities, and responsibilities within the project. The core of the report lies in the team performance plan, which includes specific performance objectives, tangible measures, and target completion timeframes across technical, operational, and teamwork priorities. The plan also highlights desired behaviors such as business acumen, negotiation skills, innovation, and customer-driven approaches, contrasting skilled and unskilled behaviors to guide team development. This document is aimed at providing a structured approach to managing an ICT team for effective service delivery.

T-1.8.2
Details of Assessment
Term and Year Time allowed -
Assessment No 1 of 2 Assessment Weighting 50%
Assessment Type Written
Due Date Week No. 5 Room
Details of Subject
Qualification ICT60115 Advanced Diploma of Information Technology
Subject Name Manage ICT Team
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. Signature: ___________________________
Date: _______/________/_______________
Details of Assessor
Assessor’s Name
Assessment Outcome
Results Competent Not Yet Competent Marks /50
FEEDBACK TO STUDENT
Progressive feedback to students, identifying gaps in competency and comments on positive improvements:
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Student Declaration: I declare that I have been
assessed in this unit, and I have been advised of my
result. I am also aware of my right to appeal and the
reassessment procedure.
Signature: ____________________________
Date: ____/_____/_____
Assessor Declaration: I declare that I have
conducted a fair, valid, reliable and flexible
assessment with this student, and I have provided
appropriate feedback
Student did not attend the feedback session.
Feedback provided on assessment.
Signature: ____________________________
Date: ____/_____/_____
Purpose of the assessment
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T-1.8.2
ICT TEAM MANAGEMENT PLAN
FOR GENERATING NEW SERVICE LEVEL
AGREEMENT
SUBMITTED TO: -----
Online Services Integration Pty Ltd
SUBMITTED BY: -----------
STUDENT NAME
IT Business Analyst/Project
Manager
DATE: DD MONTH YYYY
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T-1.8.2
Table of Contents
1. Introduction
2. Business Plan and Team Objective
3. Team Member Details
4. Team Performance Plan
Performance Plan 1
Performance Plan 2
Appendix 1: Performance Plan Template
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T-1.8.2
1. Introduction
Twenty-five years ago, Bazaar ceramic studio started as a small collective business which
operates in the township of south Australia. This particular organization is popular for quality
of arts and crafts which is provided by it. In the last few years, the organization has passed
through a large number of changes. In the first few years, it is well known for producing the
quality of domestic ware and fine individual design piece of arts. Each and every member of
this co-operative is responsible for providing proper design, throw, firing of the work
provided. Later on, a gallery doctor was appointed which provides attention to various
aspects of marketing. This organization comes up with a wide range of products, which can
be used for satisfying the requirements of the clients. The studio also produces a wide range
of scriptural, which is important for both individual and corporate level. Various commission
mainly takes up 40% of the total given work. The pieces are generally found in wide range of
platforms like boardrooms, hotels and private homes, which is considered to be far away
from given location.
In the coming pages of the report, an idea has been provided regarding the business plan and
team objective of Bazaar ceramic studio. After that, all the team member details have been
provided. The last section of the report deals with team performance plan for the given
organization.
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T-1.8.2
2. Business Plan and Team Objective
Bazar Ceramics is totally committed to produce some of the unique, contemporary ceramics.
The ultimate goal of this organization are to produce unique handed crafted piece which can
be easily by individual and corporate sector. Along with the organization aims in showcasing
best kind of Australian ceramic Art and design. The organization aims in providing extensive
range of well-crafted domestic ware. The organization aims in providing excellence in
various kinds of ceramic technology. The business of this organization have improved a lot in
the last few years. The fact is to be taken into consideration that the marketing focus on
international ceramic market. Return of cost on has been reduced a lot in the high cost of
products and maintenance of various products. Sales for various account are growing a lot in
the last few years who have agreed to cumbersome. The competitors of this organization have
resulted in E-commerce technology and this evidence will be considered to be remarkable
tool. The organization aims in producing some fine contemporary substance which can result
in proper growth in today’s market. The manager recently has provided a note which can be
used for proper marketing and sales tool. So the organization has planned to increase the
profile on both platforms that is international and national. It also aims in reducing cost
involved in advertisement, streamline of various sales and having a large number of feedback
from customers.
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T-1.8.2
3. TEAM Member Details
Team member’s details have been provided below:
Team
Member Position Responsibilities in Project Accountabilities in
Project
Jim Rose Business owner Proper direction and scope
of the organization.
Proper authorization of
capital expenditure
Proper establishment of
distribution channel.
Negotiation with suppliers.
Would be
associated with
looking into the
matter that proper
directions are
being provided
along with looking
in the total
expenditure that is
made.
Jerry Bin Gallery director
manager
marketing and
sales
Development of plan for
both marketing and sales.
Different responsibility for
various customer service.
Approval new design and
products.
Looking into the
matter the new
output of the
project is being
distributed properly
along with making
sure that the
services to the
customers are
being provided in a
proper way.
Dominic
Maynard
Finance manager Production of financial
reports.
Proper monitoring of
investment from local
inventory
Responsibility for setting
up of discount.
Would be
associated with the
making of the final
report of the total
expenditures made
and would also be
looking into the
matter of
determining the
rate of the service
that is being
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T-1.8.2
provided and the
amount of discount
that is to be
provided along with
it.
Thomas
Bergman
Production
manager
Proper coordination of
goods.
Looking for raw materials
from local workers.
Proper receipt, which can
be used like a good from
remote workers.
Would be
associated with
looking into the
matter that an
efficient amount of
service is being
provide dto each
and every customer
along with making
sure that the
production of the
service is going on
in a proper way.
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T-1.8.2
4. Team Performance Plan
Performance Plan
Business Priority Specific Performance Objective Tangible Measure /
Target
Completion
Timeframe
Actual results
achieved vs. target
per quarter.
1. TECHNICAL Achieved Online Cloud Solution
Technical Certifications
https://aws.amazon.com/certification/
Certified Solutions
Architect by 30 May
2017
1 Month The adopted online
cloud solution helped
a lot in running the
business in a secure
and efficient way. All
the processes
conducted were very
much secure.
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T-1.8.2
Business Priority Specific Performance
Objective
Tangible Measure /
Target
Completion
Timeframe
Actual results
achieved vs. target
per quarter.
2. OPERATIONS Established/Migrated Client –
Bazaar Ceramics Computing
Services to AWS
Tested Computing
services platform,
connection and monitor
resource utilisation in
test environment
1 Month The results which
were achieved were
different from the
actual estimated
result it was seen that
the results were more
effective than the
previous results.
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T-1.8.2
Business Priority Specific Performance
Objective
Tangible Measure /
Target
Completion
Timeframe
Actual results
achieved vs. target
per quarter.
3. TEAMWORK  Where appropriate, provide
input to special projects
designed to boost business
performance.
 Actively share knowledge
with team via presentations/
training in areas of
expertise.
 Took leadership in issues
and problems identified.
 Participation in
project teams.
 Prepare and present
to team on topics
nominated by Senior
Management.
 Presentation
guidelines and
expectations as per
company policy.
 Feedback from
relevant
stakeholders.
 As required.
 2 presentations per
Month.
The team had
performed well. They
all have worked
together in order to
complete the project.
Each team member
has been associated
with helping each
other in case of any
difficulty. Besides this,
they also shared the
knowledge that they
were having amongst
each other. Along with
the sharing of
knowledge the team
members also took
the initiative of
identifying the
mistakes conducted
by them members
and also the mistakes
done by the team
leaders as well.
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T-1.8.2
Behaviours
Role Behaviours Examples of Behaviours;
Skilled Overused Unskilled
Business Acumen
“Business acumen is
keenness and quickness in
understanding and dealing
with a business situation in a
manner that is likely to lead to
a good outcome”.
 Knows how business
works.
 Knowledgeable in current
& future policies,
practices, trends,
technology & information
affecting the business &
organisation.
 Knows the competition.
 Is aware of how strategies
7 tactics work in the
marketplace.
 May develop or depend on
industry & business
knowledge and skills at the
expense of interpersonal,
managerial and leadership
skills.
 Doesn’t understand how businesses
work.
 Not knowledgeable & updated on
current & future policies, trends,
technologies & information affecting
the business.
 Doesn’t know the competition.
 Is unaware of how strategies &
tactics work in the marketplace.
 May be a very dedicated functional
expert.
 May be tactically narrow.
 Lacks interest or experience in
general business.
Negotiating
“The capability of negotiating...
is something that means you
not only have to understand
fully what you believe and
what your business interests
 Can negotiate skilfully in
tough situations with both
internal and external
groups.
 Can settle differences
with minimal noise.
 Can win concessions
without damaging
relationships.
 Can be forceful & direct
as well as diplomatic.
 May leave people damage
in his/her wake.
 May walk over people’s
feelings.
 May always need to win.
 May hang on to a position
too long.
 May become overly
accommodating and be
reluctant to walk away.
 May need to smooth over
 Not a good deal maker; doesn’t come
away with much.
 May use ineffective tactics (too hard
or soft) & may have to win every
battle.
 Gives away too much to get
agreement.
 Poor conflict manager, trouble
dealing with attack, contention or
non-negotiable points.
 Poor listener.
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T-1.8.2
Role Behaviours Examples of Behaviours;
Skilled Overused Unskilled
are but in order to be a really
good negotiator, you have to
try to figure out what the other
person on the other side of the
table has in mind.”
Madeleine Albright
 Gains trust of other
parties quickly in
negotiations.
 Has a good sense of
timing.
everything.
 May take too long to get
things decided.
 May hold back and be afraid to take
tough stands.
 May not seek, or know how to, find
common ground.
 May be too noisy and do too much
damage to relationships.
 May not know how to be diplomatic,
direct and polite.
Innovation
“Innovation is taking two things
that already exist and putting
them together in a new way” -
Tom Freston
 Has good judgement
about which creative
ideas & suggestions will
work.
 Can facilitate effective
brainstorming.
 Can project how potential
ideas might play out in the
marketplace.
 May err towards the new &
reject the old.
 May undervalue people
they perceive to be less
creative.
 May get too far out in front
of others in thinking &
planning.
 Doesn’t innovate.
 May not be open to the creative
suggestions of others.
 May be stuck in his/her comfort zone
of tasks & methods of doing them.
 May be a perfectionist avoiding risk &
fearing failures & mistakes.
Customer Driven
“A Customer is anyone who
 Dedicated to meeting the
requirements &
expectations of internal &
external Customers.
 May be overly responsive
to Customer demands.
 May be too willing to
change established
 Doesn’t think of the Customer first.
 May be too focussed on internal
operations & procedures.
 Defensive when dealing with
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T-1.8.2
Role Behaviours Examples of Behaviours;
Skilled Overused Unskilled
can tell you NO.”
Peter Drucker.
 Gets first hand
information & uses it to
implement improvements.
 Acts with Customers in
mind.
 Establishes & maintains
effective relationships with
Customers & gains their
trust & respect.
processes & timetables to
respond to unreasonable
Customer requests.
 May make too many
exceptions & not form
consistent policies,
practices & processes for
others to learn & follow.
 Stick so close to current
needs that breakthroughs
are missed.
Customer complaints.
 Works for their own interests rather
than the Customers’.
 May think he/she already knows what
the Customer needs without seeking
data.
 Uncomfortable with new people
contacts.
Collaboration
”Talent wins games, but
teamwork & intelligence win
Championships”
Michael Jordan
 Creates strong morale
and spirit within his/her
team or virtual team.
 Shares wins and
successes.
 Fosters open dialogue.
 Defines success in terms
of the whole team.
 Creates a feeling of
belonging in the team.
 May not treat others as
unique individuals.
 May slow down reasonable
process by having
everything open for debate.
 May go too far in not
hurting people’s feelings &
not being assertive.
 Might not provide “take-
charge” leadership during
tough times.
 Doesn’t create a collaborative
environment.
 Doesn’t create a common mindset or
common challenge.
 May not hold many team meetings.
 Doesn’t manage in a way that builds
team morale or energy.
 Doesn’t have the skills or interest to
build a team.
 May be very action and control
oriented & won’t trust a team to
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T-1.8.2
Role Behaviours Examples of Behaviours;
Skilled Overused Unskilled
perform.
Drive for Results
“People of accomplishment
rarely sit back and let things
happen to them. They go out
and happen to things”
Elinor Smith
 Can be counted on to
consistently exceed goals.
 Is constantly &
consistently one of the top
performers.
 Very bottom-line
focussed.
 Steadfastly pushes self
and others for results.
 Goes for results at all costs
without concern for people,
teams, due process, ethics
or norms.
 May not contribute to team
spirit.
 May not celebrate and
share success.
 May be very self-centred.
 Does not consistently deliver results.
 Doesn’t get things done on time.
 Allows non-essential activities to get
in the way of carrying out tasks that
matter.
 Procrastinates around things that get
in the way.
 Something always gets in the way –
lack of personal organisation, failure
to set priorities, failure to understand
timeframes, lack of commitment &
persistence.
 May not have a passion, may be
burned out.
 Does the least to get by.
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T-1.8.2
Online Services Integration Pty
Ltd Cultural Priorities
The Values we uphold in our day-to-
day activities to deliver the business’
objectives.
Values descriptor Further opportunities for
Development of
behaviours which drive
the values
Please consider for your
development plan to ensure
direct linkage with your
learning objectives
Service and Respect
 I will be caring and responsive in
the way I provide service to my
customers and colleagues.
 I will treat all people with dignity
and respect.
I would be associated with
making more improvements
in my behaviour and look
into the fact that each and
every work done by the co-
workers are treated with
dignity and respected.
Integrity and Trust  I will be honest and ethical in all
my dealings with others.
Compliance with the law is my
minimum standard.
 I will trust my colleagues and rely
on them in order to achieve
business success.
I would be acting in such a
way that I gain more trust
along with adopting the
ethical aspects. Would be
having a trust on my
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T-1.8.2
colleagues and assist them
in achieving the business
objectives.
Teamwork & Accountability
 I will strive to be a member of a
champion team. Being
competitive demands my
leadership, teamwork and
collaboration.
 I will do as I say and accept
accountability for my actions.
I would be working with
them and corporate with
them in their work. Besides
this, I would also be
indicating the mistakes that
are conducted by them.
Employee Comments
Manager Comments
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T-1.8.2
Performance and Development Plan Signoff
Signature of Manager ..............................................................
………………………………………………………………………… Date / /
Signature of Employee ………………………………………
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