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T-1.8.

Details of Assessment
Term and Year

2, 2015

Time allowed

2 weeks

Assessment No

Assessment 2. Part B

Assessment Weighting

30%

Assessment Type

Written Report (In pairs)

Due Date

Week No. 7

Room

Details of Subject
Qualification

BSB51915 Diploma of Leadership and Management

Subject Name

Managing People

Details of Unit(s) of competency


Unit Code (s) and
Names

BSBMGT502 Manage People Performance

Details of Student
Student Name
(s)
College

Student Id(s)

Student Declaration: We declare that the


work submitted is our own, and has not been
copied or plagiarised from any person or
source.

Signature: ___________________________
Signature: ___________________________
Date: _______/________/_______________

Details of Assessor
Assessors Name

MOINUL MUSTAFA

Assessment Outcome
Results

Competent

Not Yet Competent

Marks

/ 30

FEEDBACK TO STUDENTS
Progressive feedback to students, identifying gaps in competency and comments on positive improvements:
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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Student Declaration: We declare that we have


been assessed in this unit, and we have been
advised of our result. We are also aware of our right
to appeal and the reassessment procedure.
Signature: ____________________________
Signature: ____________________________
Date:

____/_____/_____

Assessor Declaration: I declare that I have


conducted a fair, valid, reliable and flexible
assessment with the students, and I have provided
appropriate feedback
Students did not attend the feedback session.
Feedback provided on assessment.
Signature:

____________________________

Date:

____/_____/_____

Purpose of the assessment


The purpose of this assessment is to assess the student in the following
outcomes:

Competent
(C)

Not yet
Competent
(NYC)

1.1 Consult relevant groups and individuals on work to be allocated


1.2 Develop work plans in accordance with operational plans

1.
2.
3.
4.
5.

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
management plan and legal requirements
2.1 Design performance management and review processes to ensure
consistency with organisational objectives and policies
2.3 Conduct performance management in accordance with organisational
protocols and time lines
3.1 Provide informal feedback to staff on a regular basis

6. 3.2 Advise relevant people where there is poor performance and take actions
7. 3.3 Provide on-the-job coaching when necessary to improve performance and to
confirm excellence in performance
8. 3.4 Document performance in accordance with the organisational performance
management system
9. 3.5 Conduct formal structured feedback sessions as necessary and in
accordance with organisational policy
4.2 Seek assistance from human resources specialists where appropriate
4.1 Write and agree performance improvement and development plans in
accordance with organisational policies
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
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under Purpose of the assessment
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this assessment

Computer with relevant software applications and access to internet


Weekly eLearning notes relevant to the tasks/questions

Instructions for students


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Please read the following instructions carefully


This assessment has to be completed
In class
At home
The assessment is to be completed according to the instructions given by your assessor.
Feedback on each task will be provided to enable you to determine how your work could be improved.
You will be provided with feedback on your work within two weeks of the assessment due date. All other
feedback will be provided by the end of the term.
Should you not answer the questions correctly, you will be given feedback on the results and your gaps
in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be
deemed competent for this unit of competency.
If you are not sure about any aspects of this assessment, please ask for clarification from assessor.
Please refer to the College re-assessment for more information (student handbook).

INSTRUCTION TO LEARNERS
To complete this task, your assessor will perform the role of your supervisor to answer any
questions you have during the development of this project. There are six tasks in this
assessment. You will be working in pairs for this assessment. You must complete all the
tasks of this assessment in this electronic document and submit in hard copy.
To maintain task consistency, the same position title and the relevant business for all
tasks should be used except tasks 4 and 5.
Position Title for the project: Salesperson TV sales
Organisation Name: The Tech Guys
Business Type: Electronics and White Goods retailer
Performance Criteria: 1.1, 1.2, 1.3, 14

TASK 1: WORK PLAN (8 marks)


Organisation context
Your organisation is an electronics retailer and you are the sales manager of TV division in one
of the Sydney branches. You have a team of 4 full-time and 4 casual sales people in your
division. Your full-time team members are John Citizen, Jerry Citizen, James Citizen, Jane
Citizen. Your casual team members are Mary Citizen, Ali Citizen, Susan Citizen, and Singh
Citizen.
Your store opening hours are:
Mon - Fri: 9 am to 9 pm
Sat: 9 am to 7 pm
Sun: 9 am to 7pm
The wage rate of your organisation is as follows:
Permanent full-time staff - $20/hour and penalty rates of $25/hour on Saturdays and
$35/hour on Sundays.
Casual staff - $25/hour and penalty rates of $30/hour on Saturdays and $40/hour on
Sundays.
Sales Division KPI/Target: $50,000 sales per week.
Instructions:
Based on the organisational scenario above, your task is to prepare a work plan for your team
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of 8 sales staff. Your work plan should include:


A. Identify the current labour demand for peak and off-peak times in the workplace.
(2 marks)
B. Prepare a roster for your team based on the opening hours, staff numbers, peak times
and off-peak times. (2 marks)
C. Allocate individual KPIs for each team member based on sales division KPI and work
roster. (2 marks)
D. Advise your work team on the work allocation and their performance target using an
email notice. (2 marks)
A. Current labour demand for peak and off-peak times in the workplace
Workday : peak time 12am 8pm
Off-peak time 9 12am, 8 9pm
Weekend : peak time 11am 6pm
Off-peak time 9 12am, 6 7pm
Workdays have 4staffs on peak time and off-peak times are 3straffs.
Normally, Saturday and Sunday will more busy than workday. So, on the weekend will have
more staff are 4 Permanent full-time staffs and 2 Casual staffs.
B. Roster for the TV sales division
Monday
Tuesday
Wednesday Thursday
John
Citizen
Jerry
Citizen
Mary
Citizen
Ali Citizen

John
Citizen
Jerry
Citizen
Mary
Citizen
Ali Citizen

James
Citizen
Jane Citizen
Mary Citizen
Ali Citizen

James
Citizen
Jane
Citizen
Jerry
Citizen
Ali Citizen

Friday

Saturday

Sunday

James
Citizen
Jane
Citizen
John
Citizen
Mary
Citizen

John
Citizen
Jerry
Citizen
James
Citizen
Jane
Citizen
Susan
Citizen
Singh
Citizen

John
Citizen
Jerry
Citizen
James
Citizen
Jane
Citizen
Susan
Citizen
Singh
Citizen

C. Develop and allocate individual Key Performance Indicators (KPIs) for each team
member
Instructions: You may search the internet for a generic understanding on KPIs and performance standards. You can
also visit the webpage link by the Victorian Government for additional guidance on KPIs and standards.
https://www.vwa.vic.gov.au/__data/assets/pdf_file/0019/12394/Performance_standards_and_indicators_FINAL.pdf

Member Name
John Citizen
Jerry Citizen
James Citizen
Jane Citizen

KPI
The Point of Purchase must know which product customers are
making purchases, identifying trends and investing product where
they'll have the most impact.
Customer service about product function, guarantee and service
after purchase.
Sales & Gross Margin refers to gross profits expressed as a
percentage of sales. This is an important indicator of a companys
financial performance.
Closing Ratio measures the salesperson's success at converting
appointments into actual sales.

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Mary Citizen and Ali


Citizen
Susan Citizen and Singh
Citizen

Incremental Sales uses promotions to generate interest and


increase sales revenue, whether that's through social channels,
direct mail or advertisements.
Customer Satisfaction metrics It's important to remember that, on
average, happy customers will share their experience with 2-3
people, while unhappy customers will share their experience with
8-10 people

D. Using a short email notice, advise your work team on the work allocation and inform
them on TV sales division target. (150 words)
WORK ALLOCATION AND INFORM
Dear, Electronics retailer Team
Hi, there
I would like to inform about the work allocation of individual, (see attached document for
details)
Our team is made up of individuals who have different outlooks and abilities, and are at
different stages of responsibility.
Some may find that the tasks you've allocated are challenging, and you may need
support. Some may be "old hands" at what they're doing, and may be looking for opportunities
to stretch their skills. Either way, it's your responsibility to develop all of your skill.
Your skills in this aspect of management will define your long-term success as a
professional. If you can help team members to become better at what they do, you'll be a
teamwork who people aspire to work for, and you'll make a great contribution to your
organization, too.

Regards,
J CitiZen
Sales Manager

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Performance Criteria: 1.4, 1.5, 1.6

TASK 2: PERFORMANCE AGREEMENT and RISK ANALYSIS (4 marks)


Using the 4 KPIs developed earlier, prepare a performance agreement letter for an
employee working in the same position. (2 marks, 150 words)

INNOVOTIVE electronics
30 May 2015
Private and confidential
< ............Staffs Full name................ >
Subject: Performance Agreement Letter
Dear < .......Staffs Name..................... >
This performance Agreement KPIs is made on 30 May 2015. Between
INNOVOTIVES electronics whose principal place of business is located at
333 Kent Street (hereinafter referred to as "Employer") and (hereinafter
referred to as staff.)
In consideration of the mutual covenants set forth below, Staff agrees to hire KPI
performance and Staff agrees to work for INNOVOTIVE electronics as set forth in this
Agreement.
Interested and focus on job and develop themselves is always to achieve the KPI.
......The Point of Purchase
..Customer Satisfaction metrics
..Customer service
...Sales & Gross Margin

<Insert name>
<Insert position>

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To complete the risk analysis matrix below, use the KPIs developed earlier to analyse
the organisational risks of poor performance. ( 2 marks)
Instructions: A sample risk analysis matrix is available at Education & Training Directorate, ACT Government site
http://www.det.act.gov.au/__data/assets/word_doc/0011/19487/Oseas_Excurs_Att8C_RiskManagementFramew
ork.doc

FREQUENCY
Insignificant
outcome

Minor
outcome

Almost
certain
Likely

Catastrophic
outcome

Do mistake
about report
of sales
Staff not
clearly when
explains
products

Possibly

Unlikely

Rare

CONSEQUENCE
Moderate
Major
outcome
Outcome
Service
mind

Not
complete to
solve the
problem
after
purchase
Information
on website
not update

Risk Assessment Matrix Level of Risk


Service Mind = 9 (RED)
Staff do mistake report and not clearly when explains = 7 (Yellow)
Service after purchase = 4 (Green)
Website update = 2 (Green)
>7:
Extreme risk detailed action plan required
6, 7: High risk needs senior management attention
5:
Medium risk specify management responsibility
<5:
Low risk manage by routine procedures
High or Extreme risks must be reported to Senior Management and require detailed
treatment plans to reduce the risk to Low or Medium.

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Performance Criteria: 2.1, 2.3

TASK 3: PERFORMANCE MANAGEMENT POLICY STATEMENT AND PROCEDURE


Research Performance Management Policy and Procedures in www.google.com.au and
find at least one policy and procedure of an organisation similar to your project organisation.
Develop a Performance Management Policy Statement and a Procedure for your project
organisation. (4 marks)
Instructions: This section should be a brief Performance Management policy statement and a step-by-step list of
procedures on managing performance.

Brief Policy for Performance Management (150 words, 2 marks)


The purpose of an effective performance management system is for staff to have a
clear understanding of the work expected from them, to receive ongoing feedback regarding
how they are performing relative to expectations, to distribute rewards accordingly, to identify
development opportunities, to address performance that does not meet expectations and are
provided the opportunity for ongoing personal growth. One way we can accomplish this goal
is through a strong performance based management program.
The performance management process is continuous as we plan, manage, review,
and reward performance.
Performance Goals Help to define what is expected of you in your current position in
relation to the department and/or unit's overall goals. Opportunities for professional
development and/or career growth
Procedure for Performance Management (List 10, 2 marks)

Planning

Managing

Setting

Ratings

Online System

Career Development Plan

Reviewing

Follow-up

Evaluate

Rewarding performance

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Performance Criteria: 3.1, 3.2, 3.3, 3.4, 3.5

TASK 4: CASE STUDY ON FEEDBACK (3 x 2 = 6 marks)


Instructions: Use the good practice guide by the Government of South Australia linked below for examples of the
best practices on managing performance and to respond to the case questions.
(http://files.oper.sa.gov.au/files/Managing_people_Managing_Performance_good_practice_guide.pdf)

The Absenteeism Problem


Melissa has been an absenteeism problem ever since she was hired two years ago on 15
January 2012. She has been on probation twice and has been able to improve her
attendance enough to get off probation, but the problems seem to be recurring. As Melissa's
supervisor, you are aware that Melissa has health problems, and she is a single parent with
a young child that also has health problems. However, co-workers are complaining about
having to cover for Melissa when she is out, and one customer has complained about not
receiving information that Melissa was supposed to have sent last week by email. Melissa
has just returned from being absent for five days due to a recurring illness. She has missed
over 12 days in the last three months. You are getting pressure from your boss to terminate
Melissa if her attendance does not dramatically improve. To address the issue you have
scheduled a meeting with Melissa for this afternoon.
Organisational context: According to the organisations policy, an employee can have two
warning notices for poor attendance before a decision is made. The current KPI states that a
customer service employee can have a maximum of one complaint per month.
As Melissas supervisor, what advice and on-the-job coaching should you provide her
to improve her performance? (100 words)

I can give advice to melissa that try not to be absent. Be regular in the job. As she is my
good worker and have good experienced also, i cannot terminate her. if she has health
problem and young child as well, i can offer her a medical treatment and her child also on
the behalf of company. I can also allow her to do some work at home so that if she get
absent due to some reason, her work goes along with her shift. In that way, no one going to
complaint her and i don't have to terminate her in that situation.

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What performance target should you set for her at this stage to improve her
attendance and overall performance? Document the performance target in the
performance feedback form below and advise HR with a letter.
PERFORMANCE REVIEW FORM
Performance review date
27/05/2015
Employee Name/ID

melissa

The performance issue


The Absenteeism Problem

Reasons for underperformance


Health problem of her and her child.

Supporting evidence
Her medical history

Current KPI of the employee


Excellent employee as good knowledge of Customer
services

New performance target


Try to be regular at job.

Warning notice number

* N2323

(Assume 3 warnings applicable


in your organisation policy)

* b2654
* k9212

Rewards and benefits (if any)

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Next review date

30/05/2015

Letter to HR

Date: 27/05/2015
To,
HR
Subject: advice on performance review form

Dear ,
I am the supervisor of the company. As i verbally asked you before about our employee that
she is a good worker. On the customer and staff complaints i was asked to give her warning
letter and performance target to set her targets. The above form is performance review form.
It is my advice which i mentioned in the form as she is a good employee.
I hope you will like my advice.
Sincerely,
Xyz(supervisor)
Thank you.

Performance Criteria: 4.1, 4.2, 4.5, 4.6

TASK 5: CASE STUDY ON MANAGING FOLLOW-UP (2 x 2 = 4 marks)

Motivation for Don Leslie


Don Leslie, age 50, closed his eyes, propped his feet up on his desk, and contemplated his
future with Wexler Foods. He could hardly believe that he had just completed his 23rd year
marketing various Wexler products. Don entered the military service after college. After four
years in the service, Don worked in retail sales and attended the evening M.B.A. program at
the University of Minnesota. He joined Wexler after graduation. His first position was in
marketing research at corporate headquarters. He moved up to assistant brand manager
and later to brand manager for a successful line of packaged dried fruits. Don's last
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promotion six years ago was to brand manager for Wexler's popular jams and jellies. The
market share for the products had grown slowly but steadily while he was brand manager.
Don was comfortable in his position and satisfied with his low six-figure salary.
This morning, Don learned that one of his colleagues, Carol Marshall, was promoted to
marketing vice-president. Don and several other brand managers were candidates for the
position. It was clear that he had been passed over in favour of Carolyn. This was the
second time that Don missed a promotion. Perhaps his career had reached a plateau with
Wexler Foods. Don tried to picture how this would affect his career aspirations and
motivation.
You have witnessed the situation of Don. Being his manager, you want to assist him
in this situation but are unaware of the options available to you. Write a letter to HR
for assistance in developing the performance development plan for Don. (100 words)

Date-27/05/2015
To
HR
Subject: for assistance in developing the development plan.
Dear
I am the manager of wexler food of your company. As i witnessed the situation of don, being
a manager i want to assist him in this situation. Because he is a good employee.
He is the experienced one employee of the company as he completed his 23 years of job
with our company. As he is a brand manager, he couldn't get promotion for last six years. I
want to assist him in this situation regarding his performance but i am unaware of the
options available. As you the HR of the company, i really need your assistance in developing
the performance development plan for don.
I hope you will help me.
sincerely
manager
wexler food.

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With the information provided by HR, develop a performance development plan for
Don so that he does not become a motivation and performance problem in future.
Instructions: In developing the plan, combine your own ideas with the case situation. For ideas on rewards and
recognition, please review the UWA website http://www.hr.uwa.edu.au/policies/policies/pay/reward/ideas

Performance Development Plan


Agreed
performance and
development goals
Smart work

Areas for
improvement
Packaging of dried
fruits

Indicators for
success
(KPI)
Lookafter the
packaging

Recognition and
rewards for success
promotion

Hard work

Marketing of
products

Personal dealing
with marketing
manager

promotion

punctuality

Delivery of product

Well planned
deliveries

bonus

Performance Criteria: 4.6, 4.7

TASK 6: MANAGE FOLLOW-UP ON PERFORMANCE (4 marks)


Instructions: This task requires you to prepare two letters. Your second letter should follow up on the first letter.
You should have consistency in both letters when putting the dates and the performance issue.

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Write a formal warning letter to an employee of the same position as stated in your
project. Reasons for warning could be underperformance or a disciplinary issue. (2
marks)

INNOVOTIVE electronics
20 September 2015
Private and confidential
Susan Citizen

293 Kent Street


Subject: Warning letter
Dear Susan
Please be advised that this letter serves as a written warning. I am issuing this
written warning as a result of your work in terms of customer service which I have been
reporting on this time.
During the next 30 days, I will follow report about your behavior. You will be
responsible for your job. If you do not make the necessary job performance improvements
we will consider further disciplinary action, up to and including dismissal.
This written warning is being issued pursuant to the guidelines of the INNOVOTIVE
electronics Disciplinary Policy, and will remain active in your personnel files for 12 months or
until you receive at least an overall evaluation of "Good" and a "Good" on Principal Function
2 which covers your responsibilities. Alternatively, this written warning may be made inactive
at any time deemed appropriate by management.

Anya
Manager

Write a letter for Termination of Employment to an employee of the same position as


stated in your project. Reason for termination could be for serious misconduct or
ongoing poor performance. (2 marks)
INNOVOTIVE electronics
21 October 2015
Private and confidential

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Susan Citizen
293 Kent Street
Subject: Termination of your employment
Dear Susan
This is to advise you that your employment will terminate effective, 20 September
2015, due to those reasons discussed with you

We would also like to take this opportunity to remind you that, notwithstanding the
termination of your employment with the Company, certain of your obligations under your
employment contract and other agreements that you may have signed during your
employment with the Company continue. These obligations include, but may not be limited
to, obligations of confidentiality and obligations relating to any intellectual property to which
you may have contributed while employed by the Company.

If you have any questions concerning the information contained in this letter, please
contact me directly.
You will also be paid your accrued entitlements and outstanding remuneration, including
superannuation, up to and including your last day of employment.
Employees and employers may seek information about minimum terms and conditions of
employment from the Fair Work Ombudsman. If you wish to contact them you can call 13 13
94 or visit their website at www.fairwork.gov.au.

Yours sincerely,

Robert
Supervisor
INNOVOTIVE electronics
333Kent street

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