Purpose of this Assessor Guide 3 Units in this Assessor Guide 3 Instructions to Assessor 3 Safety 3 Australian Qualifications Framework 4

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1 BSB07: Business Services Training Package

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3 Table of Contents Purpose of this 3 Units in this 3 Instructions to Assessor 3 Safety 3 Australian Qualifications Framework 4 Employability Skills 5 Mapping of assessment tasks 6 Assessment 1: Balanced Scorecard Questions 7 9 Assessor notes: 10 Mapping - 12 Assessment 3: Written Questions - Legislation 13 Assessment 4 - Legislation Project 23 Assessor notes: 23 Mapping - Assessment 4 - Legislation Project 25 Assessment 5: Written Questions - Customer Service 26 BSBCUS501C Manage quality customer service 26 Project 30 BSBCUS501C Manage quality customer service 30 Task 1 30 Task 2 30 Task 3: 32 Task 4 33 Task 5 34 Assessment 7: Written Questions - Managing people and teams 36 Assessment 8 - Managing People and Teams Project 41 Task 1 41 Task 2 42 Task 3 43 Task 4 43 Task 5 44 Task 6 45 Task 7 46 Task 8 48 Task 9 49 Task Task Task Task Assessment 9: Written Questions - Occupational Health and Safety 57 Assessment 10 - Occupational Health and Safety Project 60 Task 1 60 Task 2 64 Task 3 68 Task 4 69 Task 5 70 Assessment 11: Written Questions - Project Management Task 1 77 Task 2 81 Task 3 83 Sandy Welton BSB51107 SAMPLE

4 Task 4 84 Task 5 85 Task 6 89 Task 7 90 Task Task 1 98 Task 2 99 Task Task Task Task Task Assessment 15: Written Questions - Personal performance 109 Assessment 16 - Personal Performance Project 112 Task Task Task End of assessment 116 Mapping Summary 117 BSBCUS501C Manage quality customer service 117 BSBWOR502B Ensure team effectiveness 119 BSBMGT502B Manage people performance 121 BSBOHS509A Ensure a safe workplace 123 BSBPMG510A Manage projects 125 BSBMGT515A Manage operational plan 128 BSBRSK501B Manage risk 130 BSBWOR501B Manage personal work priorities and professional development 134 Employability Skills 135 Sandy Welton BSB51107 SAMPLE

5 Purpose of this This assessor guide contains all of the summative assessment activities for the qualification BSB51107 Diploma of Management. The qualification rules require completion of 8 units in total, all electives. There is considerable choice of electives in the packaging rules. This assessor guide is designed to be used in a learning and assessment pathway for a target group attending one day workshops on a regular basis, together with workplace projects to be completed between workshops. The training and assessment process is holistic and clustered. For this reason, units have been previously selected - as the most appropriate for clustered assessment and also to cover the key range of skills and knowledge relevant to a Senior Manager. Units in this 1. BSBCUS501C Manage quality customer service 2. BSBMGT502B Manage people performance 3. BSBWOR502B Ensure team effectiveness 4. BSBOHS509A Ensure a safe workplace 5. BSBPMG510A Manage projects 6. BSBRSK501B Manage risk 7. BSBMGT515A Manage operational plan 8. BSBWOR501B Manage personal work priorities and professional development Instructions to Assessor This is the partner to the candidate s Assessment Workbook. It contains all of the assessment activities together with benchmark answers and assessment criteria to guide your assessment. Please ensure when marking the candidate s work that you adhere to the benchmark answers and criteria. They provide guidance to you (the assessor), in order to ensure consistency of assessment. Safety If at any time during the assessment process, you consider that the safety of any person is at risk you must abort the assessment session. Sandy Welton BSB51107 SAMPLE

6 Australian Qualifications Framework The assessment activities in the candidate s Assessment Workbook are designed to incorporate the characteristics and distinguishing features of learning outcomes for Diploma AQF level. The candidate is required to demonstrate the relevant characteristics and distinguishing features of the learning outcomes for AQF Level Diploma. You (the assessor) are required to confirm that the candidate meets the requirements for Diploma AQF level. The following learning outcomes descriptors apply - as stated in the Australian Qualifications Framework, July Purpose Knowledge Skills Application of knowledge and skills The diploma qualifies individuals who apply integrated technical and theoretical concepts in a broad range of contexts to undertake advanced skilled or paraprofessional work and as a pathway for further learning. Graduates of a Diploma will have technical and theoretical knowledge and concepts, with depth in some areas within a field of work and learning Graduates of a Diploma will have cognitive and communication skills to analyse, synthesise and act on information from a range of sources cognitive, technical and communication skills to analyse, plan, design and evaluate approaches to unpredictable problems and/or requirements specialist technical and creative skills to express ideas and perspectives communication skills to transfer knowledge and specialised skills to others and demonstrate understanding of knowledge Graduates of a Diploma will demonstrate the application of knowledge and skills: with depth in some areas of specialisation, in known or changing contexts to transfer and apply theoretical concepts and/or technical and/or creative skills in a range of situations with personal responsibility and autonomy in performing complex technical operations with responsibility for own outputs in relation to broad parameters for quantity and quality with initiative and judgement to organise the work of self and others and plan, coordinate and evaluate the work of teams within broad but generally well-defined parameters NOTE: AQF2011 states that the volume of learning of a Diploma is typically 1-2 years. This assessment is designed for a target group currently employed or recently employed for 2 years or more in a role which includes of the work of others. The training and assessment strategy is designed to meet gaps in the candidate s knowledge and skills, taking into account the knowledge and skills that they will have already attained through work experience. Sandy Welton BSB51107 SAMPLE

7 Employability Skills The following table contains a summary of the employability skills for the qualification BSB51107 Diploma of Management. This table should be interpreted in conjunction with the detailed requirements of each unit of competency packaged in this qualification. The outcomes described here are broad industry requirements that may vary depending on the packaging options. Employability skill ES 1. Communication ES 2. Teamwork ES 3. Problem-solving ES 4. Initiative and enterprise ES 5. Planning and organising Industry or enterprise requirements for this qualification include: communicating with business contacts to promote the goals and objectives of the business obtaining feedback from colleagues and clients leading, planning and supervising the performance of team members to develop team cohesion and to foster innovative work practices accessing and assessing information for accuracy and relevance developing strategies for minimising risks identifying networking opportunities and developing operational strategies to ensure the viability of the business instigating new or different work practices to improve productivity or service delivery allocating work to meet time and budget constraints developing plans and schedules ES 6. Self- prioritising tasks ES 7. Learning ES 8. Technology participating in professional networks and associations to obtain and maintain personal knowledge and skills systematically identifying learning and development needs using business technology to access, organise and monitor information Sandy Welton BSB51107 SAMPLE

8 Mapping of assessment tasks The assessment tasks for this qualification have been clustered and mapped internally for each task. There is also a detailed Mapping Summary at the end of this. The assessment tasks in this document comprise all of the summative assessment activities for the 8 units in the qualification. They are mapped to all of the: Performance criteria (PC) Required skills (RS) Required knowledge (RK) Critical aspects of evidence (CAE) Employability skills (ES) Sandy Welton BSB51107 SAMPLE

9 Assessment 5: Written Questions - Customer Service The answers may be completed by the candidate during workshop sessions, or as a selfpaced assignment. The candidate may refer to their learning materials and conduct any necessary research when completing the answers. These questions relate to Section 4 of the Learning Guide. BSBCUS501C Manage quality customer service Question and Benchmark Answer 1. Define customer behaviour research Mapping RK 6.1 Answer the study of when, why, how, and where people do or do not buy a product 2. Identify 8 factors that influence customer behaviour RK 6.1 Answer 1) Demographics 2) Psychographics (lifestyle) 3) Personality 4) Motivation 5) Knowledge 6) Attitudes 7) Beliefs 8) Feelings 3. Customer behaviour is influenced by perception. Define perception in this context. RK 4, 6.1 Answer "the process by which an individual receives, selects, organises, and interprets information to create a meaningful picture of the world" 4. Identify three broad categories of customer needs. RK 5, 6.2 Answer 1) Quality of product / service 2) Time frame for delivery 3) Cost effectiveness / competitiveness Sandy Welton BSB51107 SAMPLE

10 Question and Benchmark Answer 5. In relation to your own work role, identify the channels that you may use to seek customer feedback in order to research their needs. Mapping RK 2, 4, 6.2, 6.8 Answer - should indicate at least 3 of the following 1) in-person 2) phone 3) comment cards 4) surveys 5) 6) Web 7) social networking 8) mobile devices 9) customer focus groups 10) complaints 6. When analysing whether you are meeting customer needs, what customer related metrics could you use? RK 2, 3, 4, 5, 6.2, 6.8 Answer 1) customer retention 2) number of products/services purchased 3) likelihood to recommend the company's products or services 4) likelihood to purchase again 7. What is CRM and what does it involve? RK 2, 4, 6.3, 6.8 Answer Customer relationship It involves using technology to organise, automate, and synchronise business processes - principally sales activities, but also those for marketing, customer service, and technical support. 8. What are the 2 main goals of CRM? RK 2, 4, 6.3, 6.8 Answer 1) Find, attract, and win new or lapsed customers 2) Nurture and retain existing customers 9. What does the law require, in terms of product quality? RK 3, 6.4 Answer that a product should be fit for the purpose it was intended 10. How would you ensure that clear Customer Service Standards (CSS) are communicated to all stakeholders? RK 2, 3, Answer should indicate Embedding CSS into policy CSS can be documented as a Customer Service Code of Practice or Customer Service Charter Sandy Welton BSB51107 SAMPLE

11 Question and Benchmark Answer 11. When designing Customer Service Standards, identify the key areas that you would include. Mapping RK 2, 3, 5, 6.4 Answer should indicate 1) Fulfilling legal and ethical obligations 2) Privacy and confidentiality 3) Accuracy of information 4) Clarity of information 5) Promptness of service 6) Dealing with complaints 12. What is a customer complaints resolution process? RK 2, 6.5 Answer should indicate a formal procedure to log, investigate, and resolve any customer dissatisfaction or problems 13. Why is it essential to have a clear and transparent process for customers to complain? RK 2, 4, 5, Answer should indicate 1) If the organisation s procedures make it difficult to voice their complaint, they will simply take their business elsewhere (and tell their friends). 2) At the same time, you will have lost the opportunity to identify and resolve a problem. 14. Identify the ways that you can effectively use customer complaint information. RK 2, Answer should indicate 1) to reach an effective solution for the complaining customer 2) to improve processes and products/services to prevent the same grievance from arising with future customers 15. In order to continuously improve customer service delivery, you need to establish a feedback loop. What type of process is a feedback loop? RK 2, 3, 4, Answer This is a process whereby staff members are encouraged to review customer complaints and profit from lessons learned. 16. In order to monitor the quality of customer service delivery, you need KPIs. Identify the 3 main steps that are involved in developing the KPIs. RK 2, 3, 6.6 Answer 1) Develop Key Result Areas (KRA s) 2) Develop performance standards 3) Develop Key Performance Indicators (KPI s) 17. Define performance standard RK 2, 3, 6.6 Answer A Performance Standard is what we measure Sandy Welton BSB51107 SAMPLE

12 Question and Benchmark Answer 18. Define key performance indicator Mapping RK 2, 3, 6.6 Answer A Performance Indicator (KPI) is the method of measuring success in achieving the Performance Standard. 19. When recording customer history, what kind of specialised software may you use? RK 6.7 Answer Customer Relationship Management software 20. Why is it essential to keep complete and accurate records of customer service? RK 2, 6.7 Answer so that you can monitor whether the organisation is meeting the objectives of quality customer service. 21. Why should you develop a centralised system for gathering, analysing and sharing customer feedback RK 2, 4, 6.7, 6.8 Answer Having multiple feedback systems in separate databases is cumbersome and leads to duplication of effort. Total number of questions 21 Assessor note: Use the forms in the candidate s Assessment Task Workbook to record your assessment. Sandy Welton BSB51107 SAMPLE

13 Project BSBCUS501C Manage quality customer service Instructions to Candidate Task 1 You are required to design an organisational chart for your own organisation, identifying the customer service roles for each of the departments in the chart. The chart should be annotated with explanations of the roles for both internal and external customer service. The annotations may be at the bottom of the chart or on a separate page, and should clearly show how they relate to the chart. Submit the printed chart to your assessor. Assessor notes: The candidate s responses will vary. The following benchmark criteria should be evidenced in their responses. Benchmarks A clear graphical representation of their own organisation s various departments Lines of external customer service shown in the front line departments Annotations that indicate the types of customers and/or products/services for external customers Lines of internal customer service (which may intersect or overlap) Annotations that indicate the type of internal customer service provided by each of the departments The chart should be either printed or neatly drawn, with typed annotations which may be on a separate page Mapping PC 1.1 ES 1, 3, 4, 8 Task 2 You are required to design a vision statement and a mission statement - either for your organisation as a whole or for your own department - in relation to customer service. At... our vision is to... The mission statement should be based upon the Balanced Scorecard question To succeed financially, how should we appear to our customers? and should identify 3-5 objectives. We will achieve our vision by: o... o... o... Then design a Balanced Scorecard as follows, using the objectives from your mission statement. Sandy Welton BSB51107 SAMPLE

14 To succeed financially, how should we appear to our customers? Customers / Clients Objectives Targets Measures Initiatives The targets should be worded as KRAs and should meet SMART criteria. Ensure that (the What) and by (the How) The measures should be worded as KPIs stating: The measure of the target (a value - percentage or number) When this will be measured What information will be used The initiatives should state at least one action for each objective - the policies, procedures, processes, training, mentoring, coaching etc that you will put in place to achieve each of the objectives. Submit the typed document to your assessor. Assessor notes: The candidate s responses will vary. The following benchmark criteria should be evidenced in their responses. Benchmarks A typed document correctly formatted with a Balanced Scorecard table. A Vision Statement for their own department or their own organisation worded At... our vision is to... A Mission Statement based on the vision statement and Balanced Scorecard question To succeed financially, how should we appear to our customers? stating 3-5 objectives to be used in Balanced Scorecard worded We will achieve our vision by: A Customer Balanced Scorecard table in the following format (landscape) Customers / Clients To succeed Objectives Targets Measures Initiatives financially, how should we appear to our customers? Mission statement objectives in the first column Targets worded as Key Result Areas worded Ensure that (the What) and by (the How) Targets must be Specific, Measurable, Achievable, Realistic, Time framed/trackable Measures stated as a value and including timeframe for measurement and method of measurement (ie what information will be used to measure) Initiatives - an action plan to achieve each of the objectives which may be (but is not limited to): o policies o procedures o processes o training, coaching, mentoring Mapping PC 1.1, 1.2 PC 2.1, 2.2 PC 3.1 RK 6 CAE 1 ES 1, 2, 3, 4, 5, 8 Sandy Welton BSB51107 SAMPLE

15 Task 3: You are required to conduct the necessary research and submit a short report on customer needs as they relate to the provision of quality customer service in your own organisation or department. The customers may be internal, external or both. Your report should include: An introduction, explaining the purpose of the report A description of the organisation and department and the products / services provided. A description of the methods that you used to research and identify customer characteristics and needs. A summary of the information that you gathered in relation to: o Customer characteristics o Customer needs A conclusion, analysing the information that you gathered and identifying the key requirements for quality customer service. Submit the typed report to your assessor. Assessor notes: The candidate s responses will vary. The following benchmark criteria should be evidenced in their responses. Benchmarks Candidate has submitted a typed report based on customer service needs for the organisation as a whole, or for their own department, with Introduction Description of the organisation and relevant department Description of products / services provided by the organisation and also how the candidate s department contributes to customer service, if relevant Description of methods of research which may include: o Communication techniques for internal customers o Ways of seeking feedback which may include in-person phone comment cards surveys Web social networking mobile devices customer focus groups complaints o Statistics of customer demographics - statistics o Records of customer characteristics and methods of purchasing o Research of features and benefits of products Summary of customer characteristics o Internal if relevant specifying their role within the organisation Mapping PC 1.1, 1.2 PC 3.1, 3.2, 3.5 RS 1-6 RK 2-6 CAE 1, 2 ES 1, 3, 4, 8 Sandy Welton BSB51107 SAMPLE

16 Benchmarks o External customer demographics o External customer characteristics for organisation o Customer purchasing methods o Customer needs for product/service features o Customer needs for product/service benefits o Customer needs for quality standards which may include legal/ethical obligations, privacy etc o Customer needs for timeframe of delivery A conclusion, summarising the findings Mapping Task 4 You are required to design a policy document for dealing with customer complaints. The policy document should be worded to communicate effectively with: Internal customer service personnel, who need to comply with the policy External customers, who wish to know the organisation s policy The policy should include: The fact that the organisation values customer complaints as an opportunity for improvement. Methods for customers to make complaints A timeframe for responding to the customer s complaint The personnel who will deal with the customer, and how a complaint may be escalated for resolution The ways that the customer will be kept informed of progress How the customer s confidentiality and privacy will be ensured How the complaint and resolution process will be recorded and monitored Various options for resolution of the complaint The customer s legal rights to appeal to an independent authority Submit the typed policy to your assessor. Assessor notes: The candidate s responses will vary. The following benchmark criteria should be evidenced in their responses. Benchmarks A typed policy document, formatted and worded clearly and appropriately for the audience Wording of an introductory paragraph, showing that the organisation values customer complaints as an opportunity for improvement. Methods for customers to make complaints - ensuring that the customer has appropriate opportunities within their abilities - not just fill in a form A timeframe for responding to the customer s complaint - initial response should be within a number of hours on the same day The personnel who will deal with the customer, and how a complaint may be escalated for resolution - personnel will vary, should be the frontline team and escalated to their manager The ways that the customer will be kept informed of progress - a commitment to keep the customer informed on a daily basis if the Mapping PC 1.1, 1.2 PC 2.3 PC 3.4, 3.5 RS 1-6 RK 1-6 CAE 1, 2, 3 ES 1, 2, 3, 4, 8 Sandy Welton BSB51107 SAMPLE

17 Benchmarks complaint cannot be resolved immediately How the customer s confidentiality and privacy will be ensured - a commitment to keep personal information confidential on a need to know basis and to request permission from the customer before passing on personal information if this is required How the complaint and resolution process will be recorded and monitored - a statement of the methods to be used which will vary - may include entry on a database or completing a form with action plan monitored. Various options for resolution of the complaint - may involve credit/refund of purchase price, replacement or repair of items - may involve improvement of service standards The customer s legal rights to appeal to an independent authority - relevant ombudsman or other relevant government authority. Mapping Task 5 You are required to prepare a short (10 minute) presentation that you could give to your own customer service team on the subject of How to deal with customer complaints Your presentation should cover the following key areas: How complaints contribute to continuous improvement How to respond to the customer including: o Active listening o Correct responses Resolutions that the team can achieve without escalation and time frames When to escalate the complaint and time frames for escalation The importance of keeping the customer informed How to report the complaint Submit the typed presentation notes or a printout of the PowerPoint to your assessor. Your assessor may also ask you to demonstrate how you would conduct the presentation. Assessor notes: The candidate s responses will vary. The following benchmark criteria should be evidenced in their responses. Benchmarks Typed notes showing key points, or printout of PowerPoint with the title how to deal with customer complaints Key points about accepting complaints in a positive spirit as the feedback can be used as lessons learned to improve processes and procedures. Key points on active listening including o Allowing the person to speak without interruption o Full concentration o Paraphrasing the person s statements to ensure they are understood correctly Key points on correct responses including: o Empathy and politeness no matter how rude the customer is Mapping PC 1.1 PC 2.1 PC 3.2, 3.4, 3.5 RS 1-6 RK 2, 5, 6 CAE 1, 2, 3 ES 1, 2, 3, 4, 8 Sandy Welton BSB51107 SAMPLE

18 Benchmarks o Not admitting liability Resolutions that are within the scope of authority of the team Resolutions that require the manager to make decisions Ensuring that problems are escalated immediately if not within team s scope of authority Need to keep the customer informed of the progress of resolution Reporting methods, documentation etc of the complaint, actions taken, resolution and customer feedback Mapping Assessor note: Use the forms in the candidate s Assessment Task Workbook to record your assessment. Sandy Welton BSB51107 SAMPLE

19 Mapping Summary BSBCUS501C Manage quality customer service 1.1 Investigate, identify, assess, and include the needs of customers in planning processes 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers 2.1. Deliver products and services to customer specifications within organisation s business plan 2.2. Monitor team performance to consistently meet the organisation s quality and delivery standards 2.3. Assist colleagues to overcome difficulty in meeting customer service standards 3.1. Develop and use strategies to monitor progress in achieving product and/or service targets and standards 3.2. Develop and use strategies to obtain customer feedback to improve the provision of products and services 3.3. Develop, procure and use resources effectively to provide quality products and services to customers 3.4. Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 3.5. Manage records, reports and recommendations within the organisation s systems and processes REQUIRED SKILLS RS 1. analytical skills to identify trends and positions of products and services RS 2. communication skills to: 2.1 coach and mentor staff and colleagues 2.2 monitor and advise on customer service strategies RS 3. RS 4. literacy skills to: 3.1 edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation 3.2 prepare general information and papers according to target audience 3.3 read and understand a variety of texts problem solving skills to: 4.1 deal with customer enquiries or complaints 4.2 deal with complex and non-routine difficulties Sandy Welton BSB51107 SAMPLE

20 RS 5. technology skills to select and use technology appropriate to a task RS 6. self skills to: 6.1 comply with policies and procedures 6.2 consistently evaluate and monitor own performance 6.3 seek learning opportunities. REQUIRED KNOWLEDGE RK 1. key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as: 1.1. anti discrimination legislation 1.2. Australian consumer law 1.3. ethical principles 1.4. codes of practice 1.5. privacy laws 1.6. financial legislation 1.7. occupational health and safety (OHS) Assessment 2 - Questions Assessment 4 - Legislation project RK 2. organisational policy and procedures for customer service including handling Assessment 5 - Questions customer complaints RK 3. service standards and best practice models Assessment 5 - Questions RK 4. public relations and product promotion Assessment 5 - Questions RK 5. techniques for dealing with customers, including customers with specific needs Assessment 5 - Questions Sandy Welton BSB51107 SAMPLE

21 RK 6. techniques for solving complaints including the principles and techniques involved in the and organisation of: 6.1. customer behaviour 6.2. customer needs research 6.3. customer relations 6.4. ongoing product and/or service quality 6.5. problem identification and resolution 6.6. quality customer service delivery 6.7. record keeping and methods 6.8. strategies for monitoring, managing and introducing ways to improve customer service relationships 6.9. strategies to obtain customer feedback. CRITICAL ASPECTS OF EVIDENCE CAE 1. plans, policies or procedures for delivering quality customer service CAE 2. demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service CAE 3. knowledge of techniques for solving complaints. Assessment 5 - Questions Assessment 5 - Questions BSBWOR502B Ensure team effectiveness 1.1. Consult team members to establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance with organisational goals, plans and objectives 1.2. Develop performance plans to establish expected outcomes, outputs, key performance indicators and goals for work team 1.3. Support team members in meeting expected performance outcomes 2.1. Develop strategies to ensure team members have input into planning, decision making and operational aspects of work team 2.2. Develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities 2.3. Provide feedback to team members to encourage, value and reward individual and team efforts and contributions Sandy Welton BSB51107 SAMPLE

22 2.4. Develop processes to ensure that issues, concerns and problems identified by team members are recognised and addressed 3.1. Encourage team members and individuals to participate in and to take responsibility for team activities, including communication processes 3.2. Support the team in identifying and resolving work performance problems 3.3. Ensure own contribution to work team serves as a role model for others and enhances the organisation's image for all stakeholders 4.1. Establish and maintain open communication processes with all stakeholders 4.2. Communicate information from line manager/ to the team 4.3. Communicate unresolved issues, concerns and problems raised by team members and follow-up with line manager/ and other relevant stakeholders 4.4. Evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders REQUIRED SKILLS RS 1. communication skills to explain team goals, to address team conflict and to build an environment of trust RS 2. planning and organisational skills to keep team on track and focussed on work outcomes. REQUIRED KNOWLEDGE RK 1. group behaviour RK 2. strategies for mentoring and coaching to informally guide and instruct team members RK 3. issue resolution RK 4. strategies for gaining consensus. CRITICAL ASPECTS OF EVIDENCE CAE 1. range of techniques that can be used to build work teams, strengthen communications in the team and resolve issues CAE 2. methods for engaging with stakeholders and obtaining advice from outside the work team, to ensure team is focussed and on track Assessment 7 - Questions Assessment 7 - Questions Assessment 7 - Questions Assessment 7 - Questions Sandy Welton BSB51107 SAMPLE

23 CAE 3. knowledge of group behaviour. Assessment 7 - Questions BSBMGT502B Manage people performance 1.1. Consult relevant groups and individuals on work to be allocated and resources available 1.2. Develop work plans in accordance with operational plans 1.3. Allocate work in a way that is efficient, cost effective and outcome focussed 1.4. Confirm performance standards, Code of Conduct and work outputs with relevant teams and individuals 1.5. Develop and agree performance indicators with relevant staff prior to commencement of work 1.6. Conduct risk analysis in accordance with the organisational risk plan and legal requirements 2.1. Design performance and review processes to ensure consistency with organisational objectives and policies 2.2. Train participants in the performance and review process 2.3. Conduct performance in accordance with organisational protocols and time lines 2.4. Monitor and evaluate performance on a continuous basis 3.1. Provide informal feedback to staff on a regular basis 3.2. Advise relevant people where there is poor performance and take necessary actions 3.3. Provide on-the-job coaching when necessary to improve performance and to confirm excellence in performance 3.4. Document performance in accordance with the organisational performance system 3.5. Conduct formal structured feedback sessions as necessary and in accordance with organisational policy Sandy Welton BSB51107 SAMPLE

24 4.1. Write and agree performance improvement and development plans in accordance with organisational policies 4.2. Seek assistance from human resources specialists where appropriate 4.3. Reinforce excellence in performance through recognition and continuous feedback 4.4. Monitor and coach individuals with poor performance 4.5. Provide support services where necessary 4.6. Counsel individuals who continue to perform below expectations and implement the disciplinary process if necessary 4.7. Terminate staff in accordance with legal and organisational requirements where serious misconduct occurs or ongoing poor-performance continues REQUIRED SKILLS RS 1. communication skills to articulate expected standards of performance, to provide effective feedback and to coach staff who need development RS 2. risk skills to analyse, identify and develop mitigation strategies for identified risks RS 3. planning and organisation skills to ensure a planned and objective approach to the performance system. REQUIRED KNOWLEDGE RK 1. relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination Assessment 3: Written Questions - Legislation Assessment 7 - Questions RK 2. relevant awards and certified agreements Assessment 3: Written Questions - Legislation Assessment 7 - Questions RK 3. performance measurement systems utilised within the organisation Assessment 1: Balanced Scorecard Questions Assessment 7 - Questions RK 4. unlawful dismissal rules and due process Assessment 3 - Questions Assessment 7 - Questions RK 5. staff development options and information. Assessment 7 - Questions CRITICAL ASPECTS OF EVIDENCE Sandy Welton BSB51107 SAMPLE

25 CAE 1. documented performance indicators and a critical description and analysis of performance system from the workplace CAE 2. techniques in providing feedback and coaching for improvement in performance CAE 3. knowledge of relevant awards and certified agreements Assessment 7 - Questions Assessment 3: Written Questions - Legislation BSBOHS509A Ensure a safe workplace 1.1. Locate and communicate OHS policies which clearly express the organisation's commitment to implement relevant OHS legislation in the enterprise 1.2. Define OHS responsibilities for all workplace personnel in accordance with OHS policies, procedures and programs 1.3. Identify and approve financial and human resources for the effective operation of the OHS system 2.1. Establish and maintain participative arrangements with employees and their representatives in accordance with relevant OHS legislation 2.2. Appropriately resolve issues raised through participative arrangements and consultation 2.3. Promptly provide information about the outcomes of participation and consultation in a manner accessible to employees 3.1. Develop procedures for ongoing hazard identification, and assessment and control of associated risks 3.2. Include hazard identification at the planning, design and evaluation stages of any change in the workplace to ensure that new hazards are not created by the proposed changes 3.3. Develop and maintain procedures for selection and implementation of risk control measures in accordance with the hierarchy of control 3.4. Identify inadequacies in existing risk control measures in accordance with the hierarchy of control and promptly provide resources to enable implementation of new measures Assessment 9: Written Questions - OHS Assessment 9: Written Questions - OHS Assessment 9: Written Questions - OHS 3.5. Identify intervention points for expert OHS advice 4.1. Develop and provide an OHS induction and training program for all employees as part of the organisation's training program Sandy Welton BSB51107 SAMPLE

26 4.2. Utilise system for OHS record keeping to allow identification of patterns of occupational injury and disease in the organisation 4.3. Measure and evaluate the OHS system in line with the organisation's quality systems framework 4.4. Develop and implement improvements to the OHS system to achieve organisational OHS objectives 4.5. Ensure compliance with the OHS legislative framework so that legal OHS standards are maintained as a minimum REQUIRED SKILLS RS 1. analytic skills to analyse relevant workplace data in order to identify hazards, and to assess and control risks RS 2. communication skills to consult with staff and to promote a safe workplace RS 3. problem-solving skills to deal with complex and non-routine difficulties RS 4. technology skills to store and retrieve relevant workplace data. REQUIRED KNOWLEDGE RK 1. application of the hierarchy of control (the preferred order of risk control measures from most to least preferred, that is, elimination, engineering controls, administrative controls, personal protective equipment) Assessment 9: Written Questions - OHS RK 2. hazard identification and risk Assessment 9: Written Questions - OHS RK 3. relevant legislation from all levels of government that affects business operation, especially in regard to OHS and environmental issues, equal opportunity, industrial relations and anti-discrimination Assessment 3: Written Questions - Legislation Assessment 9: Written Questions - OHS RK 4. reporting requirements. Assessment 9: Written Questions - OHS CRITICAL ASPECTS OF EVIDENCE CAE 1. detailed knowledge and application of all relevant OHS legislative frameworks CAE 2. establishment and maintenance of arrangements for managing OHS within the organisations' business systems and practices CAE 3. identification of intervention points for expert OHS advice Assessment 3: Written Questions - Legislation Assessment 9: Written Questions - OHS Sandy Welton BSB51107 SAMPLE

27 CAE 4. principles and practice of effective OHS in a small, medium or large business. BSBPMG510A Manage projects 1.1. Access project scope and other relevant documentation Assessment 11: Written Questions - Project Plans 1.2. Define project stakeholders Assessment 11: Written Questions - Project Plans 1.3. Seek clarification from delegating authority of any issues related to project and Assessment 11: Written Questions - Project Plans project parameters 1.4. Identify limits of own responsibility and reporting requirements Assessment 11: Written Questions - Project Plans 1.5. Clarify relationship of project to other projects and to the organisation's objectives Assessment 11: Written Questions - Project Plans 1.6. Determine and access available resources to undertake project Assessment 11: Written Questions - Project Plans 2.1. Develop project plan including timelines, work breakdown structure, role and responsibilities and other details of how the project will be managed in relation to the project parameters Assessment 11: Written Questions - Project Plans 2.2. Identify and access appropriate project tools Assessment 11: Written Questions - Project Plans 2.3. Formulate risk plan for project, including occupational health and Assessment 11: Written Questions - Project Plans safety (OHS) 2.4. Develop and approve project budget Assessment 11: Written Questions - Project Plans 2.5. Consult team members and take their views into account in planning the Assessment 11: Written Questions - Project Plans project 2.6. Finalise project plan and gain any necessary approvals to commence project Assessment 11: Written Questions - Project Plans according to documented plan 3.1. Take action to ensure project team members are clear about their Assessment 11: Written Questions - Project Plans responsibilities and the project requirements Sandy Welton BSB51107 SAMPLE

28 3.2. Provide support for project team members, especially with regard to specific Assessment 11: Written Questions - Project Plans needs, to ensure that the quality of the expected outcomes of the project and documented time lines are met 3.3. Establish and maintain required record keeping systems throughout the Assessment 11: Written Questions - Project Plans project 3.4. Implement and monitor plans for managing project finances, resources Assessment 11: Written Questions - Project Plans (human, physical and technical) and quality 3.5. Complete and forward project reports as required to stakeholders Assessment 11: Written Questions - Project Plans 3.6. Undertake risk as required to ensure project outcomes are met Assessment 11: Written Questions - Project Plans 3.7. Achieve project deliverables Assessment 11: Written Questions - Project Plans 4.1. Complete financial record keeping associated with project and check for accuracy 4.2. Assign staff involved in project to new roles or reassign to previous roles 4.3. Complete project documentation and obtain any necessary sign offs for concluding project 5.1. Review project outcomes and processes against the project scope and plan Assessment 11: Written Questions - Project Plans 5.2. Involve team members in the project review Assessment 11: Written Questions - Project Plans 5.3. Document lessons learnt from the project and report within the organisation REQUIRED SKILLS RS 1. communication and negotiation skills to work with team members and other stakeholders to maintain project schedules RS 2. literacy skills to read, write and review a range of documentation RS 3. planning and organising skills to develop, monitor and maintain implementation schedules RS 4. numeracy skills to analyse data, and to compare time lines and promotional costs against budgets RS 5. culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities. Sandy Welton BSB51107 SAMPLE

29 REQUIRED KNOWLEDGE RK 1. relevant legislation from all levels of government that may affect aspects of business operations, such as: 1.1 anti-discrimination legislation Assessment 3: Written Questions - Legislation 1.2 ethical principles Assessment 3: Written Questions - Legislation 1.3 codes of practice Assessment 3: Written Questions - Legislation 1.4 privacy laws Assessment 3: Written Questions - Legislation 1.5 environmental issues Assessment 3: Written Questions - Legislation 1.6 OHS Assessment 3: Written Questions - Legislation RK 2. organisational structure, and lines of authority and communication within the organisation Assessment 11: Written Questions - Project Plans RK 3. how the project relates to organisation's overall mission, goals, objectives and operations. CRITICAL ASPECTS OF EVIDENCE CAE 1. development of a project plan CAE 2. details of monitoring arrangement/s and evaluation of the project plan's efficacy to address time lines and budgets of project CAE 3. knowledge of relevant legislation. Assessment 1: Balanced Scorecard Questions Assessment 11: Written Questions - Project Plans Assessment 3: Written Questions - Legislation Sandy Welton BSB51107 SAMPLE

30 BSBMGT515A Manage operational plan 1.1. Research, analyse and document resource requirements and develop an operational plan in consultation with relevant personnel, colleagues and specialist resource managers 1.2. Develop and/or implement consultation processes as an integral part of the operational planning process 1.3. Ensure details of the operational plan include the development of key performance indicators to measure organisational performance 1.4. Develop and implement contingency plans at appropriate stages of operational planning 1.5. Ensure the development and presentation of proposals for resource requirements is supported by a variety of information sources and seek specialist advice as required 1.6. Obtain approval for plan from relevant parties and ensure understanding among work teams involved 2.1. Develop and implement strategies to ensure that employees are recruited and/or inducted within the organisation's human resources policies and practices 2.2. Develop and implement strategies to ensure that physical resources and services are acquired in accordance with the organisation's policies, practices and procedures 3.1. Develop, monitor and review performance systems and processes to assess progress in achieving profit and productivity plans and targets 3.2. Analyse and interpret budget and actual financial information to monitor and review profit and productivity performance 3.3. Identify areas of under performance, recommend solutions, and take prompt action to rectify the situation 3.4. Plan and implement systems to ensure that mentoring and coaching are provided to support individuals and teams to effectively, economically and safely use resources Assessment 10 - Occupational Health and Safety Project Sandy Welton BSB51107 SAMPLE

31 3.5. Negotiate recommendations for variations to operational plans and gain approval from designated persons/groups 3.6. Develop and implement systems to ensure that procedures and records associated with documenting performance are managed in accordance with organisational requirements REQUIRED SKILLS RS 1. literacy skills to access and use workplace information and to write a succinct and practical plan RS 2. technology skills to use software to produce and monitor the plan against performance indicators RS 3. planning and organisational skills RS 4. coaching skills to work with people with poor performance RS 5. numeracy skills to allocate and manage financial resources. REQUIRED KNOWLEDGE RK 1. models and methods for operational plans Assessment 1: Balanced Scorecard Questions RK 2. budgeting processes RK 3. alternative approaches to improving resource usage and eliminating resource inefficiencies and waste. CRITICAL ASPECTS OF EVIDENCE CAE 1. development of an operational plan with details of how it will be implemented and monitored CAE 2. knowledge of models and methods for operational plans. Sandy Welton BSB51107 SAMPLE

32 BSBRSK501B Manage risk 1.1. Review organisational processes, procedures and requirements for undertaking risk Assessment 11: Written Questions - Project Plans 1.2. Determine scope for risk process Assessment 11: Written Questions - Project Plans 1.3. Identify internal and external stakeholders and their issues 1.4. Review political, economic, social, legal, technological and policy context 1.5. Review strengths and weaknesses of existing arrangements 1.6. Document critical success factors, goals or objectives for area included in scope Assessment 11: Written Questions - Project Plans 1.7. Obtain support for risk activities 1.8. Communicate with relevant parties about the risk process and invite participation 2.1. Invite relevant parties to assist in the identification of risks Sandy Welton BSB51107 SAMPLE

33 2.2. Research risks that may apply to scope Assessment 11: Written Questions - Project Plans 2.3. Use tools and techniques to generate a list of risks that apply to the scope, in consultation with relevant parties Assessment 11: Written Questions - Project Plans 3.1. Assess likelihood of risks occurring Assessment 11: Written Questions - Project Plans 3.2. Assess impact or consequence if risks occur Assessment 11: Written Questions - Project Plans 3.3. Evaluate and prioritise risks for treatment Assessment 11: Written Questions - Project Plans 4.1. Determine and select most appropriate options for treating risks 4.2. Develop an action plan for implementing risk treatment 4.3. Communicate risk processes to relevant parties 4.4. Ensure all documentation is in order and appropriately stored 4.5. Implement and monitor action plan 4.6. Evaluate risk process Sandy Welton BSB51107 SAMPLE

34 REQUIRED SKILLS RS 1. communication and literacy skills to consult and negotiate, to prepare communications about risk, and to encourage stakeholder involvement RS 2. RS 3. organisational and skills to plan and implement risk processes problem-solving and innovation skills to find practical ways to manage identified risks. REQUIRED KNOWLEDGE RK 1. AS/NZS ISO 31000:2009 Risk Management - Principles and Guidelines RK 2. legislation, codes of practice and national standards, for example: 2.1 duty of care Assessment 3: Written Questions - Legislation 2.2 company law Assessment 3: Written Questions - Legislation 2.3 contract law Assessment 3: Written Questions - Legislation 2.4 environmental law Assessment 3: Written Questions - Legislation 2.5 freedom of information Assessment 3: Written Questions - Legislation 2.6 industrial relations law Assessment 3: Written Questions - Legislation 2.7 privacy and confidentiality Assessment 3: Written Questions - Legislation Sandy Welton BSB51107 SAMPLE

35 2.8 legislation relevant to organisation's operations Assessment 3: Written Questions - Legislation 2.9 legislation relevant to operation as a business entity Assessment 3: Written Questions - Legislation RK 3. organisational policies and procedures, including: 3.1 risk strategy 3.2 policies and procedures for risk RK 4. overall operations of organisation Assessment 11: Written Questions - Project Plans RK 5. reasonable adjustment in the workplace for people with a disability RK 6. types of available insurance and insurance providers. CRITICAL ASPECTS OF EVIDENCE CAE 1. risk plan which includes a detailed stakeholder analysis, explanation of the risk context, critical success factors, identified and analysed risks, and treatments for prioritised risks CAE 2. details of monitoring arrangements for risk plan and an evaluation of the risk plan's efficacy in treating risks CAE 3. knowledge of relevant legislation, codes of practice and national standards. Sandy Welton BSB51107 SAMPLE

36 BSBWOR501B Manage personal work priorities and professional development 1.1. Serve as a positive role model in the workplace through personal work planning and organisation 1.2. Ensure personal work goals, plans and activities reflect the organisation's plans, and own responsibilities and accountabilities Assessment 15: Written Questions - Personal performance Assessment 15: Written Questions - Personal performance Assessment 15: Written Questions - Personal performance 1.3. Measure and maintain personal performance in varying work conditions, work contexts and contingencies 2.1. Take initiative to prioritise and facilitate competing demands to achieve personal, team and organisational goals and objectives 2.2. Use technology efficiently and effectively to manage work priorities and commitments 2.3. Maintain appropriate work-life balance, and ensure stress is effectively Assessment 15: Written Questions - Personal performance managed and health is attended to 3.1. Assess personal knowledge and skills against competency standards to Assessment 15: Written Questions - Personal performance determine development needs, priorities and plans 3.2. Seek feedback from employees, clients and colleagues and use this feedback to identify and develop ways to improve competence 3.3. Identify, evaluate, select and use development opportunities suitable to Assessment 15: Written Questions - Personal performance personal learning style/s to develop competence 3.4. Undertake participation in networks to enhance personal knowledge, skills and Assessment 15: Written Questions - Personal performance work relationships 3.5. Identify and develop new skills to achieve and maintain a competitive edge Assessment 15: Written Questions - Personal performance REQUIRED SKILLS RS 1. communication skills to receive, analyse and report on feedback RS 2. literacy skills to interpret written and verbal information about workplace requirements Assessment 15: Written Questions - Personal performance RS 3. organisational skills to set and achieve priorities. REQUIRED KNOWLEDGE RK 1. principles and techniques involved in the and organisation of: 1.1 performance measurement Assessment 1: Balanced Scorecard Questions Assessment 15: Written Questions - Personal performance 1.2 personal behaviour, self-awareness and personality traits identification Assessment 15: Written Questions - Personal performance Sandy Welton BSB51107 SAMPLE

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