LET Training BSBWOR502: Ensure Team Effectiveness Assessment Project

This assignment is a practical project for the BSBWOR502 unit, focusing on ensuring team effectiveness within a simulated business scenario (OZ-plus). The task requires the development of a comprehensive performance plan, including establishing team purpose, roles, responsibilities, and accountabilities aligned with organizational goals. Students must create a briefing document, a performance plan with expected outcomes, outputs, and KPIs, and a team consultation plan outlining methods and timelines. Additionally, the project involves outlining strategies to support team members in meeting performance outcomes, incorporating both formal and informal learning opportunities. The assessment emphasizes the application of leadership and management skills to enhance team performance and achieve business objectives, as outlined in the OZ-plus business plan.

BSBWOR502
Ensure Team Effectiveness
Assessment 2 Practical Project
RTO: LET Training and Consultation Services Pty Ltd
Document: BSBWOR502 Assessment 2

LET Training and Consultation Services
Learner Instructions
To demonstrate competency for this Unit of Competency, you are required to complete and submit the
Learner Workbook.
This workbook contains one (1) Practical Project, ALL of which must be answered in full (i.e. all
component parts of EACH question must be answered).
You MUST:
 Answer all parts of tasks in the spaces provided, unless otherwise directed by or negotiated
directly with your assessor;
 Clearly identify which part of the question your response relates to (where applicable).
 Attach required documents at the end of this workbook as specified in the tasks.
You will be assessed on its effectiveness and accuracy in:
 Demonstrating the knowledge and understanding required by the question;
 Communicating ideas and information using relevant workplace examples and industry
terminology;
 Presenting a logical, cohesive, correct and complete response
 Answers to all questions and their component parts (i.e. 100% of all questions) must meet the
stated assessment criteria to be deemed to have satisfactorily completed this assessment
task.
Need assistance?
Please contact your trainer for learning and assessment support.
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Learner Details
Assessment – BSBWOR502 Lead and manage team effectiveness
Please complete the following activities and submit this workbook via your online learning account
under the unit of BSBWOR502 Lead and manage team effectiveness.
Declaration
I declare that no part of this assessment has been copied from another person’s work with the
exception of where I have listed or referenced documents or work and that no part of this assessment
has been written for me by another person.
Important notes:
1. You must make declaration from above to ensure that the completed assessment is your own work.
2. Assessment submitted without declaration will not forward to the assessor for marking.
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Project Task 1: Development a performance plan for the work team
Performance objective
In this assessment task, you will demonstrate the skills and knowledge needed to develop a
performance plan for the work team.
Assessment description
For this assessment task, you are required use provided simulated business scenario to establish the
team purpose, roles, responsibilities and accountabilities in accordance with organisational goals,
plans and objectives. You will then need to develop a performance plan to establish expected
outcomes, outputs, key performance indicators and goals for the work team.
How to complete this task
1. Read the learning module section 1 and the simulated business scenario – Appendix 1, aim for
team effectiveness improvement. Ensure you have good understanding of the learning material
and the scenario, including the business objectives, strategies and current operational plan.
2. Prepare a briefing document to establish the team purpose, roles, responsibilities and
accountabilities in accordance with organizational goals, plans and objectives. This document
should be appropriate to distribute to team members as a consultation process to establish a
common understanding. Use the answer sheet provided - Appendix 2.
3. Develop a performance plan to establish the expected outcomes, outputs, key performance
indicators (KPIs) and goals for the work team. Use the template provided – Appendix 3.
4. As the team manager, you need to consult with your team members, when developing
performance plans, for the team that (provided in the scenario) you manage, identify the
methods you will use to consult with the team in developing team performance plan. Use
provided template - Appendix 4 to develop a team consultation plan, include:
a. Team members: identify each team member by their job title;
b. Consultation methods: select appropriate consultation methods according to OZ-plus’s
policy.
c. Outline the list of what to be consult with: for example, clarifying organizational and team
goals, clarifying individual responsibilities and accountabilities ;
d. Outline the timelines: the timelines must in accordance to OZ-plus Operational Plan.
5. Outline what strategies you will use to support team members in meeting expected
performance outcomes. These strategies should address any formal and informal learning
opportunities. Use the answer sheet provided – Appendix 5.
6. Submit your written reflection and supporting documentation in accordance with specifications
above.
Submission Checklist and Specifications
You must submit a completed:
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1. □ Briefing document of team purpose, roles, responsibilities and accountabilities.
2. □ Team performance plan
3. □ Team consultation plan
4. □ Strategies to support team to meet expected performance outcomes.
Your assessor will be looking for evidence of:
 Consult team members to establish a common understanding of team purpose,
roles, responsibilities and accountabilities in accordance with organisational goals,
plans and objectives
 Develop performance plans to establish expected outcomes, outputs, key
performance indicators (KPIs) and goals for work team, include:
 Support team members in meeting expected performance outcomes
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Appendix 1: Simulated Business Scenario
Overview
Executive Summary
OZ-plus has 150 retail, online and phone sale outlets that sell a range of exclusive products
across Australia that are branded as OZ-plus.
The business provides its customers with high quality and innovative products and services.
Wherever possible we provide our customers with a ‘green’ solution and service. We employ
sustainable business practices.
OZ-plus Mission
OZ-plus is committed to:
 providing high quality and innovative products and services to customers
 meeting the changing needs of customers
 offering innovative product solutions
 delivering speedy and personalised service
 employing professional and enthusiastic staff
 providing clean and ‘green’ products and services
 adopting sustainable work practices
 undertaking continuous improvement processes.
OZ-plus is known for its enthusiastic and inclusive culture. OZ-plus seeks to maintain
professional and well-supported staff.
Business plan objectives
In 2015–2020 OZ-plus will consolidate its position in the market as a lead retailer for ‘green’ and
sustainable solutions for high quality exclusive products.
To do this, OZ-plus will focus on the following business goals:
 Financial stability:
○ Increase revenue by 15% (compared to the previous 12 months) by the end of the
financial year
○ Maintain annual profit levels of 15% of revenue for all products and services, calculated
at the end of each financial year
○ Reinvest 75% of profit back into the business at the end of each financial year
 Market position:
○ Maintain the number one rating in the annual national industry customer service awards
○ Launch new high quality exclusive consumer products to meet customer demand, ahead
of competitors, within budget and by the agreed deadlines
 Right people:
○ Provide induction training at the commencement of employment to train new employees
to be knowledgeable, helpful and enthusiastic
○ Provide the physical, human and time resources to support an annual professional
development program for all OZ-plus employees
Keys to success
Success will be dependent upon:
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 Exceptional product and service quality
Each store will maintain its establishment base of full-time equivalent employees. All of
these staff will have formal retail qualifications and be provided with internal product and
service knowledge training
Each store will be fitted out to display the full range of the exclusive products from the
current OZ-plus range to provide the opportunity for sales staff to learn and fully
demonstrate their features.
The product delivery service provided is recognised as part of the OZ-plus brand.
 Time-efficient and cost-effective development processes
Communication systems are in use to reduce travel and time commitments of outlet
managers.
 Expert and knowledgeable staff
OZ-plus employs multi-skilled retail sales staff capable of providing after sales product
support to customers.
Consultation Strategy
Stakeholder Role in the problem Objective Consultation method
Senior
management
team
Made the decision to
increase sales by 15%
annually
Keep
informed
 Feedback session
 Email communications
 Newsletters
 Videoconferencing
Outlet manager
Develop an operational
plan and implement the
plan to increase sales
in their outlet
Implement
plan;
Consult
Staff meetings Outlet
manager meetings via
videoconferencing Interviews
Sales staff
Implementers of the
plan to achieve the
intended results
Consult;
Keep
motivated
and engaged
 Meetings
 Feedback sessions
Online and phone
outlets
Provide sales not
supported through
retail outlets
Consult
frequently  Videoconferencing
Major customers
People who make
major purchases of
OZ-plus products
Consult
 Phone calls
 Personal visits
 Email communication
 Newsletters
customers
People who make
small purchases of OZ-
plus products
Obtain
feedback
 Email communication
 Newsletters
Recruitment
agency
Involved in recruiting
staff Consult  Meetings
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Operational Action Plan (July–September)
Operational Action Plan: July–September
Activity
(What is to be done?) Objective
(Why will we do it?)
Resources
(Where will it be
done?)
Procedures
(How will it be done?)
Responsible
person
(Who will do it?)
When? Budget KPI
Revisit sales budgets
and develop outlet-by-
outlet sales strategies
that add onto the
national sales strategy
To increase the sales of the
services component of the
business by 15%
by 30 June
It will be done
across the 150
outlets
Update each outlet’s sales
budgets to reflect the increased
targets.
Each outlet is to develop a sales
strategy to support the new
targets.
Outlet managers 30 June
$3,000,000 total and
needs to be
supported by a
business case from
each store
The retail sales of the
business increased by
15% by the end of the
financial year
Acquire additional
resources – video-
conferencing
equipment.
To facilitate communication
between all retail, online and
phone outlets and reduce
travel time and costs.
Install a multi-
channel dedicated
video- conferencing
facility at each
outlet.
Contact OZ-plus IT service and
support to arrange for supply and
installation.
Allocate costs back to each outlet.
Outlet managers 31 August $5,000 per outlet
All video- conferencing
equipment installed by 31
August
Acquire additional
resources – delivery
van.
To provide a delivery service
and provide brand
recognition
Purchase a new van
for each outlet and
detail it with the
marketing logo
Contact suppliers, obtain quotes
and purchase the required delivery
van.
Contact sign-writers to have
marketing decals attached to the
vans.
Head office
marketing manager 31 July $50,000 per outlet
Delivery van purchased
and decals attached by 31
July
Reorganise fixtures
and fittings – retail
outlet.
To create additional space
for installation of
demonstration products
It will be done
across the 150 retail
outlets.
Have plans drawn up for each
retail outlet.
Hire local shop fitters and
installers for each sales region.
Head office sales
manager
Retail outlet
managers
30
September $10,000 per store
All stores to be fitted and
operational with current
OZ-plus range of product
by 30 September
Train sales staff to
provide after sales
product support
To multi-skill retail product
staff and to improve the level
of after sales product
support
It will be done
across all the 150
retail outlets.
Deliver training programs Retail outlet
managers 31 August
In house. Additional
resources available
but a business case
is required.
All existing retail product
staff training in multi-
skilling completed by 31
August
Maintain full staffing
capacity through rapid
recruitment to fill
vacancies.
To maintain and increase
sales capacity by recruiting
new staff as soon as existing
positions are vacated
Thirteen new full-
time sales staff will
replace staff
vacancies in
Sydney, Melbourne
and Adelaide CBD
stores.
OZ-plus recruitment procedures
Outlet managers
Recruitment agency
31 August
$2,000
recruitment costs
per vacant position
13 new sales staff
employed, inducted and
trained by 31 August

Risk
The strategic objective can be attained by acquisition of effectual workforce along with this, it is
important to train them by which they can render their services as per goals and objectives of
business. For this, it is mandatory to acquire a new staff and enhance their skills as per the needs
in after sales products that are supported by 31st August. If in any case there is lack of budget then
5% additional amount is being kept which can be used like training cost.
It is responsibility of outlet manager to monitor progress with respect to KPIs which are being
formulated and review the plan on continuous manner.
Approvals
Name Position Signature
Rose Smith Chief executive officer
Tracey Marshall Managing director: Retail
operations

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Appendix 2: Team Briefing Document
OZ-plus Team Briefing
Team purpose:
The purpose of the team of OZ plus is to provide innovative and sustainable products and
deliverable to the customers in accordance to the demands of the product in the market.
The team comprises of retail outlet manager, head office market manager and sales
manager that are with specific roles and responsibilities towards the objective of the
organization.
Roles:
Role of retail outlet manager
The role of the retail outlet manager is to increase the services and sales of the organization
by a percent of fifteen percent. This is the duty of the manager to recruit the multitalented
product employees to enhance the standard of after sales of the product and provide
support. It is the duty of the manager to maintain and enhance the capacity of sales by
hiring new employees as soon as the existing positions become vacant. In addition to this
outlet manager is also liable for development of operational plan through whose assistance
employees can carry out their operations. In addition to this, they need to oversee execution
of plan by monitoring the activities which are being carried out through which overall sales
can be enhanced by 15% within a year.
Role of head office market manager
It is the role of the head office market manager to provide delivery service of products to the
customers and ensuring brand recognition. It is the duty of the manager to create additional
space for the demonstration and the installation of the products. That is, the company
should launch innovative product in the market but that must not create any environmental
hazard. The population should get the advanced products not only in the present but also in
the future.
Role of head office sales manager
The role of the head office sales manager is to create additional space for installation of
demonstration products
Responsibilities:
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Responsibility of retail outlet manager
The responsibility of the retail outlet manager is to follow the procedures in such a way that
it could meet the motto of the organization. The sales of the products should be done by the
manager by engaging the employees to accomplish the task. The workforce should also
mention to the manager of the firm in case it encounters any problem which restricts him to
meet with the success of the organization. Outlet manager needs to develop as well as
interact organizational plan which must comprise KPIs (Key Performance Indicator) of
outlets and monitor performance of outlet in context of KPI that have been agreed on. In
addition to this, they also need to maintain an enhanced base of employees who possess
qualifications with respect to retail as well as training is being provided to them on the basis
of internal services and products they have to furnish.
Responsibility of head office market manager
It is the responsibility of the head office market manager to assure that the procedures
undertaken by the firm should be abides by the rules and regulations of the government. It
is his responsibility to evaluate the strengths and weakness of the employees and promote
and rectify, simultaneously. Head office market manager is liable for ensuring that content
which is being used and media utilized for marketing of services is apt as well as it as per
certain policies & procedures through which someone might not get impacted.
Responsibility of head office sales manager
It is the responsibility of the head office sales manager of the company to ensure meetings
whenever necessary to resolve issues and conduct strategies. The manager should
organize training programs such that the employees can understand the objective of the
organization and do the steps accordingly. Sales manager is liable for setting up target and
formulates the plans which will enable them to render appropriate guidelines through which
employees can carry out their operations. Furthermore, they are also liable to monitor the
performance and have a view of how each employee of sales department is carrying out
their work. This enables them to attain their sales target.
Accountabilities:
Accountability of retail outlet manager
The accountability of retail outlet manager is to provide the recruitment of the employees,
providing training to the workers, supervising and providing appraisals to the staffs of OZ
plus. They need to make sure that operational plan has been interacted to all outlet staff and
it is being permitted by senior or head office. Along with this, OZ-plus recruiting process
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must be utilised by them for recruitment of new workforce.
Accountability of head office market manager
The head office market manager is with the duty to maintain the organization by maintaining
the various works of the firm and the organizational culture. They are accountable for
identification of needs of market and ensure that they accomplish those.
Accountability of head office sales manager
This the person who is having the responsibility for guiding and leading a team of sales
person in the organization. They are liable for makings sure that each employee follow the
policies as well as procedures which are being formulated so that operational plan can be
followed according to the requirements.
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