BSBMGT502 Diploma: Performance Management Assignment Analysis

This assignment, completed for the BSBMGT502 Diploma of Leadership and Management, focuses on managing people's performance within the context of Fixmycar Pty Ltd, a roadside service company. The assessment requires the development of an operational plan, worker profiles, and performance management plans. It includes creating goals, KPIs, and tasks for two different employee profiles (Staffing Administrator and Technicians), along with identifying performance issues. The assignment also involves conducting coaching role-plays, completing self-reflection sheets, and developing performance development plans based on the coaching outcomes. Furthermore, it requires the creation of performance appraisal meeting notes. The provided solution includes all required appendices, such as the Operational Plan, Performance Management Plan, Coaching Session Reflection, Performance Development Plan, and Performance Appraisal Meeting Notes, demonstrating a thorough understanding of performance management principles and practices within a business environment.

Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Assessment Submission Sheet
Course BSB51918 Diploma of Leadership and Management
Unit Code BSBMGT502
Unit Name Manage people performance
Assessor
Name
Student
Name
Student ID
Date Due
Please read and sign this assessment coversheet and submit it together with your assessment to
your Assessor by the due date.
Student Declaration
 I declare that the work submitted is my own, and has not been copied or plagiarised from any
person or source.
 I have read the Plagiarism Policy and Assessment Appeal and Reassessment Policy in the
Student Handbook and I understand all the rules and guidelines for undertaking assessments.
 I understand that by typing my full name in the student field this is equivalent to a hand-written
signature.
 I give permission for my assessment material to be used for continuous improvement
purposes.
Student
Signature
Date
Submitted
Assessor Use Only
Assessment Items Result
Task 1 Case Study
Task 2 Assignment
Task 3 Report
Final Result for this unit
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 appeal rights.
Assessor Declaration: I declare that I have
conducted a fair, valid, reliable and flexible
assessment with this student, and I have
provided appropriate feedback
Signature Signatur
e
Date
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Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
AIC-UP- BSBMGT502 –V3.0 Page 2 of 23

Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Assessor’s Final Comments
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Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Task 1
Assessment Instructions
You will be assigned to a performance team of 2 people to plan, monitor and review the performance
of members of a team. You are to work with your performance teams to complete this assessment,
but must submit individual assessment. You are required to answer all of the questions below and
include examples where appropriate. Please ensure that you have answered each question with an
appropriate level of detail.
You are required to develop operational plan, a management role, worker profiles and performance
management plan for Fixmycar Pty Ltd.
You are also required to conduct two coaching role-plays (one with you as the Manager, one as your
team member’s Employee). Your role plays will be based on the employee profiles and performance
issues you have created for Fixmycar Pty Ltd. The Assessor will observe the role-play and examine
the documentation (the completed Appendices) that you will submit for assessment on completion.
During the role play sessions you will need to demonstrate effective communication skills to articulate
expected standards of performance, to provide effective feedback and to coach staff who need
development.
Read the case study, then complete all of the following questions as directed.
Case study
Fixmycar Pty Ltd is a roadside service company that has been operating in Australia for the last 3
year. Key services include:
 Towing Assistance
 Flat battery assistance
 Flat Tire Assistance
 Emergency key service
 Collision Assistance
 Water/Fuel/Oil/Fluid Delivery Services
The company has three main departments: sales, call centre and roadside service.
Company mission:
 To build and operate a nationally recognised brand in the roadside service industry by utilising
a partnership within the automotive industry and affiliate companies with a focus on providing
premium service.
 To offer the premiere 24/7 roadside assistance program in Australia that is affordable to all
and exceeds customers’ expectations.
AIC-UP- BSBMGT502 –V3.0 Page 4 of 23

Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Strategic plan
The organisation has the strategic objective to grow the services component of the business in the
next twelve months. Their objective is to improve profitability by 20% by 30 June 201X.
Questions
1. As a team, complete the departmental goals of the operational plan (Apendix 1).
2. As a team, create profiles for 2 different ‘workers’ in the company to be ‘managed’ by you and
your team member (Identify job roles and departments for your workers). Have your facilitator
approve your team’s worker profiles.
3. Individually develop goals, KPIs and tasks for your worker and document these in the worker’s
performance management plan.
4. Create three reasons why your worker is not achieving their KPIs (performance issues). You
can select the reasons from the list below or develop your own:
 high levels of absenteeism at performance team meetings
 missing deadlines for task deliverables
 poor team work
 poor communication skills
5. Complete performance management plan for your worker (Apendix 2).
6. Prepare a role-play note to plan the topics you will discuss and outcomes you hope to achieve.
These will assist you to keep the role-play meeting on track. Submit these with your
documentation.
7. Conduct two one-on-one coaching role-plays. Brief your team member on the required
performance (KPIs) and performance issues you have identified for your worker, then coach
your worker (your team member) on the identified performance issues while being observed.
8. Following the role-play, complete the Coaching Session – Coach’s Self-Reflection Sheet
(Appendix 3).
9. Complete a performance development plan on the basis of the outcome of coaching session
(Appendix 4).
10. Undertake a performance appraisal meeting with your worker (with the same team member
playing the role) and complete the meeting notes (Appendix 5).
To be deemed competent you will need to successfully demonstrate the following:
You must submit:
 A completed Operational Plan (Appendix 1)
 A developed Performance Management Plan (Appendix 2)
 Role-play note
 A completed Coaching Session – Coach’s Self-Reflection sheet (Appendix 3)
 A completed Performance Development Plan (Appendix 4)
 Performance Appraisal Meeting Notes (Appendix 5)
1.
Employee profile
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Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Employee-1
Job Pofile- Staffing Administors
Duties and Responsibilities
Administors staffing, manages the call entres employees.
Responsible for adjusting the work schedule.
Ensure the work process are effectively handled.
Evalutes the working realtions among the dispatchers.
The customer compakints are resolved.
Qualification Background
Bachelor in Management
Master Degree in Business Management
2.
Golas KPIs Task
To manage the employee and
their effectiveness.
Performance of the employees
should be maintained with
average of 70%
Dashbaods should be reviewed
every week of the employees.
To foster training for the
employees
85% of the employee must be
trained
Training progrms for all the
employees periodically.
Employee-2
Job Profile- Technicians
Duties and Responsibilities
They are responsible for emergence road technicians
Basic diagonistic procedure and repairs.
They are responsible to solve queries of clients on calls.
Exceptional driving records and must be able to know to operate a tow truck.
Mechnical repairs
Qulaification:
Certification from National Insitute of Automotive Service Excellence
Bachelor in Automotive Service
Goals KPIs Task
The customers hould be
satisfied wth the service
provided.
About 90% of the customers
should be acknowledged each
day.
To provide effective service to
all the customers
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Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Minimise the error Minimise the error by 90%. Escalated service should be
avoided.
The three reasosn why the employees are unable to achieve their KPIs because:
Incompetency in doing the task.
Poor communication slills.
Unable to perform team work.
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Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Appendix 1
Operational Plan
Operational Goals Department Goals Progress
Goal Focus KPI Reason/
Barriers
Department Deliverable KPI Due 1 2 3 4 5 6
Improve
profitability by
20% by 30
June 201X
Reduce
costs
Depart-
mental
Costs
Waiting times
are too long.
Customer
issues are not
being resolved.
Roadside Service
Provide Service
within thirty
minute after
receiving the
enquiring to more
than 80% of the
customers.
To cater
80% of the
customers
End of
second
quarter

Sales
The organization
aims making less
erorrs so that the
customer
comlaints will be
minimum.
The errors
will br
reduced by
10%.
End of
fourth
quarter

Call centre
80% of call must
be answered
within 7 sec after
it starts
To enure
80% calls
are
answered
with 7 sec.
End of
first
quarter

Increase
sales
Annual
Sales
Sales
techniques are
Roadside Service Enhancing the
sales technique
Increased
competenc
End of
third


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Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
poor.
Leads are not
followed up.
through
y of
emplyees
by 85%.
quarter
Sales
To increase the
sles by more than
85% by the end
of year.
Increment
all sales.
Starting
of fih
quarter

Call centre
Attractibg new
clients from
effectively
delivering the
advamtages and
service provided
in the
organization.
Retaining
exisiting
cliens by
70%.
End of
first
quarter


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Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Appendix 2
Performance Management Plan
Name/Position: Manager: Review Period:
Reference from Operational Plan Key result area Indicator of Success/Performance By When Status Report
Increase sales
Revenue Profit margin and profit gained by the
company, reputation gained by the
company
October Revenue generated,
annual reports of the
company
Clients Complaints
Feedback from clients Positive feedback from the clients and
rating given to the company.
October Through periodic
meetings, review from
the clients
New referrals
Numbers of membership signed Incremental memebership October Statustics of the clients
and relevant sources.
Manager’s comments Signature
Date
Staff member’s comments Signature
Date
Appendix 3

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Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
Coaching Session – Coach’s Self Reflection Sheet
Coach’s Name Signature
Assesor’s Name Signature
Assessment Site
Coaching Date/s Time/s
Employee’s Name Signature
Respond to these questions with your feelings and thoughts about coaching.
What was your initial reaction to the coaching exercise?
What was your overall assessment of your performance as a coach? Give reasons for this assessment.
What do you think were some of your strengths during the exercise?
What do you think were areas where there was room for improvement?
What kind of strategies can you think of to help improve your coaching skills?
What do you think will be the cost of not implementing new strategies into your role as a manager?
What are some valuable skills that you have learned today to help you in your role as manager/coach?
I was excited for the coaching sessions because there are so many skills I want to reflect during the
coahing sessions.
As a coach I was able to provide the knowledge I have within me and make the employees skilled and
competent enough to work in the company. I received good feedback from the employees as well.
Some of the strengths were I was able to coonect with the employees and ws able to understand their
query. I maintain a medium level of strictness and exhibit friendly behaviour with the employees. I have
good knowledge on the provided topic so that I can better explain to the students.
The improvement could be visual displays. The tendency of understanding increases when there are

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Australian Ideal College
RTO No.: 91679 CRICOS Provider Code: 03053G ABN: 15 126 592 756
Sydney Campus: Level 7 & 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000
Hobart Campus: Ground Floor, 116 Murray St, Hobart TAS 7000
Tel: [phone] Fax: [phone]
Email: [e-mail] Website: www.aic.edu.auEducating for Excellence
visual displays and real-life examples.
Good coaching skills could be improved through demonstarteing good listening skills, being non-
judgmental, being challenging and supportive.
If I do not implement the startegies which has been marked above then I wont be able to handle the
employees and I might lose control over the employees. This might lack in motivation and the urge to
work effectively within the organiation.
The valuable skills which is emotional intelligence, beng calm and a good listener. I have learnt as a
coach is always try to understand the problems of the employees.
Comments/feedback from Employee (your team member)
The coaching was highly effective which enhanced my skill and competency area. The coach was highly
knowledge and was able to resolve all the queries we had. The coach as respectful and calm but
however, the coach needs to build confidence level.
Appendix 4
Performance Development Plan
Name/Position: Manager: Review Period:
Skills to be developed: How skills are to be developed: Priority (H,M,L) By When? Skills gained(Y/N)
Good Listener Making eye contact, being attentive and relaxed, keeping
broad and open mind
Medium November Yes
Questioning the inner critic, making motive clear and High November Yes