BSBWOR501

Assessment

SUBMITTED BY: GAGANDIP SINGH

STUDENT ID: GEN0412

 ASSESSMENT 1
PROJECT

Introduction:
BizOps Enterprises: BizOps Enterprises is an Australian company specializing in monitoring and assisting
with business operation, functioning and processes. The company name is derived from joining Business and
operations resulting in BizOps and iconic name that helps businesses determine their current operations based
on which further improvements can be made. The brand has gradually but steadily management to expand its
operations to 150+ outlets and offers extensive online support to businesses across the globe. This report will
review the company’s existing business plans, based on which future implementation and improvements can be
recommended to the managers. BizOps Enterprises currently focuses its attention on meeting Australian
consumer needs but this has limited the brand's international expansion. While there are many online platforms
and campaigns run but the business to create awareness regarding the brand to international business, many
continue to avoid the proposals due to it being a virtual business. To overcome this hurdle the report shall
explore areas of improvement and strategies BizOps can adopt to improve the business operations and global
expansion.
Marketing strategy:
BizOps employs a range of marketing tools including:
• Magazine (electronic and print) presence
• An in store/online catalogue
• A corporate website with e-commerce function
• Direct marketing to our existing customer base
• A loyalty reward program • trade fair participation.

Future
BizOps 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 personalized service
• employing professional and enthusiastic staff
• providing clean and ‘green’ products and services
• adopting sustainable work practices • undertaking continuous improvement processes.
BizOps is known for its enthusiastic and inclusive culture. BizOps seeks to maintain professional and well-
supported staff.

Goals/objectives in 2015–2020
BizOps will consolidate its position in the market as a lead retailer for green and sustainable solutions for high
quality exclusive products. To do this, BizOps 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 financial, physical, human and time resources to support an annual professional development
program for all BizOps employees.

Keys to success
Success will be dependent upon:
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 BizOps range to
provide the opportunity for sales staff to learn and fully demonstrate their features.
The product delivery service provided is recognized as part of the BizOps 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
BizOps employs multi skilled retail sales staff capable of providing after sales product support to customers.

Work Life Balance policy

At BizOps Enterprises, work–life balance is defined as the development, implementation, and facilitation of
initiatives that enable our employees to balance their work and personal lives. BizOps is committed to providing
a culture that is healthy and supportive of work–life balance. To achieve this, BizOps promotes flexible work
arrangements and other initiatives to support employees to balance their work and personal responsibilities and
interests.
Implementing work–life goals and strategies is designed to meet organizational and individuals' needs. BizOps
recognizes that work–life balance is important to support recruitment and retention strategies and to enable
employees to contribute to the achievement of our organizational goals.
The work–life policy requires cooperation to ensure the needs of both the organisation and individual
employees are met.
Principles
 The business needs of BizOps and associated client activity must be fully addressed when implementing
the work–life policy. The impact on clients and colleagues must be positive, or at least neutral, and must
be fully understood by both the employee and their manager.
 Managers and supervisors should assist employees to access work–life policies and flexible work
arrangements. Managers and supervisors should ensure that employees are aware of their options; give
prompt consideration to requests; be fair and transparent in their decision-making and judge individual
cases on their merits.
 Requests will be fully considered, but employees need to understand that not all forms of flexible
scheduling are appropriate to all employees or positions.
 An open conversation is critical for evaluation and assessment of requests for work–life options approval;
however, the final decision will be made by a manager.
 Flexible working practices should not adversely affect an employee’s career or professional development
opportunities.
Available options for flexible work arrangements
 Job-sharing
 Flexible work hours
 Part-time work
 Deferring salary
 Working from home
 Phasing retirement

Professional development policy:

Policy statement
BizOps Enterprises recognizes the need for employees to be provided with opportunities to acquire additional
knowledge and skills as part of their career development.
The formal opportunity for identifying professional performance and development needs of each employee is
the annual performance and development review process.
This policy incorporates avenues of training and development that are undertaken for the following purposes:
 To develop skills to meet significant changes to an employee’s current work or an expanding role within
BizOps
 Professional development requirements
 Career development and progression within BizOps
This policy also provides a system for reimbursement of fees to eligible employees who are undertaking an
approved course of study.
Responsibilities
Employees are responsible for:
 conducting a discussion with their immediate manager or the Executive Director prior to undertaking any
courses that may impact the workplace
  discussing any proposed courses/study with their immediate manager during the performance and
development review process
 outlining to their manager the likely costs of the course, the duration of the course and the proposed leave
required
 completing the Application for Fee Support form and the Terms and Conditions of Fee Support form
 completing the Application for Study Leave Form if applicable
 At the conclusion of the course, completing relevant claim forms and submitting appropriate
documentation to support expense claims
 ensuring that attendance at such course does not impact their daily performance
 seeking approval from their immediate manager and the Executive Director prior to taking study and
examination leave if applicable
 Advising the Executive Director in writing of any proposed changes to the course; for example,
cancellation, deferment or withdrawal.
Managers are responsible for:
 discussing the proposed course with the employee
 raising any proposed course/study with the employee during the performance and development review
process
 providing a recommendation to the Executive Director regarding the study application, including proposed
reimbursement and study leave
 making arrangements to cover the employee’s absence, ensuring that work is not impacted
 providing appropriate support to the employee so that they can be successful in pursuing their studies
 providing recommendation to the Executive Director if there are any proposed changes to the course
 verifying expense claims and forwarding these to the accountant
 making a recommendation to the Executive Director regarding professional membership subscriptions
Procedure for undertake education and training
 Prior to undertaking a course for which an employee is seeking paid/unpaid leave or reimbursement of
costs, an employee should discuss with their manager such intentions and complete the Application for
Fee Support Form and Terms and Conditions of Fee Support form.
 The employee’s immediate manager will review the application. If the application falls within the scope of
this policy, the manager will make a recommendation to the Executive Director for approval of leave and
/or cover any absence on study leave and any costs associated with the course.
 The employee’s immediate manager will ensure the employee has completed the correct forms and
supplied the appropriate information.
 Application for both study and examination leave, paid or unpaid, must be submitted on the appropriate
form, and approved, prior to leave being taken.
 The Executive Director will make the final decision in relation to the approval of study leave, paid or
unpaid, and any recommended reimbursement of educational expenses.
Position Description: Job title: Customer Service Manager
Reporting to: Managing Director, Retail Operations
Salary: Total package including base salary, superannuation, commissions or benefits: $95,000 p.a.
Hours: Full-time permanent
Location: Head office
Purpose of the position
Plan, coordinate and control the activities of the customer service team to meet the needs of customers, maintain
and enhance customer relationships, and meet organizational and operational objectives.
Develop procedures, establish standards and administer activities to assure accurate order entry, efficient
shipment tracking, and timely delivery of products to customers.
Responsibilities and duties
• Develop and implement customer service policies and procedures and oversee the achievement and
maintenance of agreed customer service levels and performance standards.
• Develop processes to identify customer problems, requests and special needs, resolve them effectively and
within negotiated timelines, and handle complex and escalated customer service issues.
• Analyze relevant data to determine customer service outputs.
• Coordinate and manage customer service projects and initiatives.
• Work closely with marketing and sales and production departments to reduce order cycle times and improve
fill rates while controlling the cost of serving customers.
• Evaluate and performance manages staff.

Smart Goals

Goals Smart Goals

What Why Where How/When
Thirteen new
To maintain and increase fulltime sales staff
Maintain full staffing
sales capacity by will replace staff BizOps recruitment
capacity through
Recruitment recruiting new staff as vacancies in procedures
rapid recruitment to
soon as existing positions Sydney, Melbourne Earliest
fill vacancies.
are vacated and Adelaide CBD
stores.
To multi-skill retail
Train sales staff to It will be done Deliver training
Training & product staff and to
provide after sales across all the 150 programs/ As soon
Development improve the level of after
product support retail outlets. as possible
sales product support
Contact suppliers,
obtain quotes and
Purchase a new van purchase the
To provide a delivery
Getting extra for each outlet and required delivery
Delivery van. service and provide
resources detail it with the van.
brand recognition
marketing logo Contact sign
writers to have
marketing decals
 attached to the
vans.
Head
Have plans drawn
up for each retail
outlet.
To create additional It will be done
Reorganize fixtures Hire local shop
Retail outlet space for installation of across the 150
and fittings fitters and installers
demonstration products retail outlets
for each sales
region.

Key performance Indicators

• KPI 1: Ensure customer service policies and procedures are regularly reviewed and maintained.
• KPI 2: Respond, or delegate responsibility, to ensure customer issues are dealt with promptly, efficiently
and satisfactorily to both the customer and Biz Ops.
• KPI 3: Review and maintain customer management systems.
• KPI 4: Ensure a range of customer service initiatives are developed and implemented successfully.
• KPI 5: Work effectively with other departments an own staff to maintain efficient work practices and
competence.
Personal qualities and behavioral traits:
Essential Desirable
In-depth knowledge of customer service principles and Biz Ops product knowledge
practices
Leadership skills High personal standards
Excellent written and verbal skills
Excellent interpersonal skills, including the ability to
manage people from varied backgrounds; handle conflict
and pressure; empathy; persuasion
Proficiency in CRM systems
Proficiency in MS Office applications
Self-management skills

Appendix 1: Work Plan

Work Person
Description Goals KPI Timeframe
activity responsible
The effort needs to
Effectively Increase the
make to use To expand the
use of number of Within two Marketing
effective business in new
marketing customer by month manager
promotional market.
strategy 10% in
technique to build
following two
good position in the
 new market month
The effort needs to Production
Avoid Low cost and Decrease the
be made to make Within next manager and
wastage of optimum cost of
optimum utilization one month marketing
resources quality product production
of resources manager

Journal:
I presently assist the company in stimulating its demand and building good relationship with the customer. The
plan of the business is to lead the marketing by satisfying the need of the customer in effective way. The mere
concentration of the company is to deliver the quality service to retain the customer for the longer duration.
The goal set in the above plan will assist all the staff of the company and provide them direction in attaining
organization goals and objective. The management needs to determine the ways through which company can
prevent the wastage of resources which helps in reducing cost of production. The setting of the goals has
provided me the direction and standard through which the performance is to be measured.
The team goal setting has facilitated the management to make effective utilization of the current resources and
guide the team member throughout the process. The goals are set by following the SMART criteria which
indicates they are specific, measurable, attainable, realistic and timely.
The management has set the key performance standard against which the performance is to be measured. The
company can measure the performance by comparing with the set indicator to attain the desired business goals
and objective.
These indicators have helped in effective management of the existing resource and avoid contingency which
may affect the performance of the business. My current strength is effective communication skills and
leadership skills which has helped me in building good relationship within the workplace.
Also these skills have helped me in building good relationship with the customer. My current weakness is that I
often face difficulty in performing the work in case of huge pressure and adverse situation. During the planning
stage I have set certain priorities which are key to organization goals and objective.
I have framed proper action plan which has helped in determining the key activity over which focus is to be
made. This has also assisted in effective management of time within which the desired task is to be attained.
The work plan has provided direction to all the team members about the process which is to be followed by
them. The proper planning will help in creating the balance between various situations and avoid stress.
 Assessment 2

Professional development plan

Name Gagandip Singh

30th Aug, Date to be 30th Sep, 2019

Date of Development
2019 reviewed

Professional development opportunity training

Timeframe Opportunity training Skills to be developed

During the period effort needs to be made to

Training for the development of the skills
build effective communication skills which
1 month required to serve the customer in the best
helps in building good relationship with the
possible way.
customer.

During the period efforts are made to learn

The training for learning of the different culture
different culture which assists in attracting the
2 month to serve the tourist form different part of the
customer and serving them in best possible
world.
way.

Networking Activities:

Timeframe Description of networking Activity Opportunity/professional advantage

Preparation and dissemination of promotional

15 days Communication, Users Marketing and feedback documentation - data users and producers
marketing - getting feedback.
You need to meet and communicate with
potential clients and business partners on a
regular basis to maintain your business
1 Month Be Visible to Clients relationships. Attending business luncheons
and other networking events raises your
personal profile and can help keep you front
and center in the minds of the right people.
The most obvious benefit of networking is to
meet potential clients and/or generate referrals
2 Month Make new contacts by Referrals which you can then follow up on to hopefully
add to your client base. Networking can also
help you identify opportunities for
partnerships, joint ventures, or new areas of
 expansion

Meeting notes:
To assess my performance the marketing manager needs to meet with the employee of the company and the
client which he is serving. During the meeting certain questions were asked to them to identify the key skills
which have improved my performance at the workplace.
The employee of the company provided the information that the more effort needs to be made to communicate
with the other team member to lead them in the effective way. After meeting with the client it was identified
that there is always delay in delivering the services on time which is affecting the demand of the company
services and creating negative image in the mind of the customer.

Journal:
It is important to identify my current skills, personal quality and ability which help in building good image
among the colleague and the customer of the company. Assessing my own performance will help in identifying
the weakness and the effort to improve them.
The current skills can be assessed by identifying your current skill by communicating with others and the effort
needs to be made to evaluate yourself under different phase. You need to identify the training and qualification
which I have developed which will help in performing various roles.
You also need to highlight the skills which are related to the job which has helped you in performing your
existing role. If you are specialized in the particular area than effort needs to made train the other employee in
the relevant field. The other skill which is required at the workplace is problem solving, critical thinking,
organization skills, development of the ideas and ability to promote the changes.
The efforts need to be made to review all the jobs which you have performed in the relevant field throughout
your life.
The professional development plan has helped in removing the shortfall which was affecting my performance at
the workplace. The plan will help in developing the key skills which will increase my performance and helps in
serving the customer in the best way.
The duration of the plan will help in developing effective communication skills which will help in building
good relationship with the other employees and serve the customer in better way. The plan has helped in
obtaining the knowledge about different culture which has helped in serving the customer from all part of the
world. These plans will help in the development of the skills of the marketing manager who plays a huge role
in developing the effective relationship with the customer.
Appendix 2: Training Need Analysis
Position: Customer Service
Name: Gagandip Singh TNA Done By
Manager
Training/skills How will this be
Development If yes, identify Achieved? Who to organize?
Major tasks of position required? what training (e.g. on the job, When? Training
needs exist external provider?
YES NO
training)
Ensure customer service Training Training
policies and procedures session on When department/HR
Yes On Job Training
are regularly reviewed and policies and needed Manager
maintained. procedures
Respond, or delegate
responsibility, to ensure Training Training
customer issues are dealt session on When department/HR
YES On Job training
with promptly, efficiently Customer needed Manager
and satisfactorily to both satisfaction
the customer and Biz Ops.
Review and maintain Training
System External person When department/HR
customer management YES
Training to be hired needed Manager
systems.
Ensure a range of
customer service Should be
When HR Manager
initiatives are developed NO NA monitored by
needed
and implemented seniors
successfully.
Work effectively with
other departments an own Maintain
When HR Manager
staff to maintain efficient NO NA efficient
needed
work practices and communications
competence.

What do we want to achieve in the period ahead?

My long-term career goals are to put my customer service skills to work in a challenging industry, and I’m
looking forward to working hard to help achieve organizational goals and determining whether the quick
service industry is a field I will enjoy long term.

Where can you/we see your career moving in the next two years?
2 years from now, I see myself as an experienced and reliable senior in the team and 5 years from now, I
assume that I will be ready to take up managerial responsibilities like product strategy. I want to have a stable
career in a single organization and hope I will get the same wherever I start.”
How are we going to make this happen?
• Aim High, But Start Low, Celebrate and Keep Going.
• Don't Let Others Set The Goals For You.
• Be Clear What Success Looks Look.
• Understand Why This Goal Is Important.
• Tracking Performance.
What will you need from the company to assist you to reach your career goals?
Here are seven tips to help with coaching employees to improve performance
• Give them the why.
• Regular communication.
• Make things fun.
• Break it into smaller pieces.
• Multitasking is a myth.
• Get feedback.
• Celebrate along the way.

Appendix 3:
Learning Styles Self-Assessment Questionnaire:

1. When I operate new equipment I generally:

a) read the instructions first
b) listen to an explanation from someone who has used it before
c) go ahead and have a go, I can figure it out as I use it

2. When I need directions for travelling I usually:

a) look at a map
b) ask for spoken directions
c) follow my nose and maybe use a compass

3. When I cook a new dish, I like to:

a) follow a written recipe
b) call a friend for an explanation
c) follow my instincts, testing as I cook

4. If I am teaching someone something new, I tend to:

a) write instructions down for them
b) give them a verbal explanation
c) demonstrate first and then let them have a go

5. I tend to say:
a) watch how I do it
b) listen to me explain
c) you have a go

6. During my free time I most enjoy:

a) going to museums and galleries
b) listening to music and talking to my friends
c) playing sport or doing DIY
7. When I go shopping for clothes, I tend to:
a) imagine what they would look like on
b) discuss them with the shop staff
c) try them on and test them out

8. When I am choosing a holiday I usually:

a) read lots of brochures
b) listen to recommendations from friends
c) imagine what it would be like to be there

9. If I was buying a new car, I would:

a) read reviews in newspapers and magazines
b) discuss what I need with my friends
c) test-drive lots of different types

10. When I am learning a new skill, I am most comfortable:

a) watching what the teacher is doing
b) talking through with the teacher exactly what I’m supposed to do
c) giving it a try myself and work it out as I go

11. If I am choosing food off a menu, I tend to:

a) imagine what the food will look like
b) talk through the options in my head or with my partner
c) imagine what the food will taste like

12. When I listen to a band, I can’t help:

a) watching the band members and other people in the audience
b) listening to the lyrics and the beats
c) moving in time with the music

13. When I concentrate, I most often:

a) focus on the words or the pictures in front of me
b) discuss the problem and the possible solutions in my head
c) move around a lot, fiddle with pens and pencils and touch things

14. I choose household furnishings because I like:

a) their colours and how they look
b) the descriptions the sales-people give me
c) their textures and what it feels like to touch them

15. My first memory is of:

a) looking at something
b) being spoken to
c) doing something

16. When I am anxious, I:

a) visualise the worst-case scenarios
b) talk over in my head what worries me most
c) can’t sit still, fiddle and move around constantly
17. I feel especially connected to other people because of:
a) how they look
b) what they say to me
c) how they make me feel

18. When I have to revise for an exam, I generally:

a) write lots of revision notes and diagrams
b) talk over my notes, alone or with other people
c) imagine making the movement or creating the formula

19. If I am explaining to someone I tend to:

a) show them what I mean
b) explain to them in different ways until they understand
c) encourage them to try and talk them through my idea as they do it

20. I really love:

a) watching films, photography, looking at art or people watching
b) listening to music, the radio or talking to friends
c) taking part in sporting activities, eating fine foods and wines or dancing

21. Most of my free time is spent:

a) watching television
b) talking to friends
c) doing physical activity or making things

22. When I first contact a new person, I usually:

a) arrange a face to face meeting
b) talk to them on the telephone
c) try to get together whilst doing something else, such as an activity or a meal

23. I first notice how people:

a) look and dress
b) sound and speak
c) stand and move

24. If I am angry, I tend to:

a) keep replaying in my mind what it is that has upset me
b) raise my voice and tell people how I feel
c) stamp about, slam doors and physically demonstrate my anger

25. I find it easiest to remember:

a) faces
b) names
c) things I have done

26. I think that you can tell if someone is lying if:

a) they avoid looking at you
b) their voices changes
c) they give me funny vibes
27. When I meet an old friend:
a) I say “it’s great to see you!”
b) I say “it’s great to hear from you!”
c) I give them a hug or a handshake

28. I remember things best by:

a) writing notes or keeping printed details
b) saying them aloud or repeating words and key points in my head
c) doing and practising the activity or imagining it being done

29. If I have to complain about faulty goods, I am most comfortable:

a) writing a letter
b) complaining over the phone
c) taking the item back to the store or posting it to head office

30. I tend to say:

a) I see what you mean
b) I hear what you are saying
c) I know how you feel

Now add up how many A’s, B’s and C’s you selected.

A’s = 6 B’s = 14 C’s = 10

If you chose mostly A’s you have a VISUAL learning style.

If you chose mostly B’s you have an AUDITORY learning style.

If you chose mostly C’s you have a KINAESTHETIC learning style.

Appendix 4:
Professional competency feedback questionnaire
Fill in your response with
1-Strongly Disagree 2-Disagree 3-Agree 4 Strongly Agree
Communication
Competency Description Rating
Listening Understand and learn from what other say 4
Grasps the meaning of information written in English and
Reading Comprehension 4
applies it to work situation
Conveys ideas and Facts only using language the audience will
Speaking 4
best understand
conveys ideas and facts in writing using language the Reader
Writing 4
will best understand
Cognition
Examines data to grasp issues, draw conclusions and solve
Analysis/Reasoning 4
problems
Creative & Innovative Develops fresher idea that provide solution to all type of
3
Thinking workplace challenges
Decision making & Makes timely informed decision that take into account the facts,
3
judgment goals, constraints and risk
Using mathematical technique to calculate data or solve practical
Mathematical reasoning 3
problems
Problem Solving Resolve difficult or complicated challenges 3
Identify, collect and organize data for analysis and decision
Researching information 4
making
Personal Effectiveness
Accountability & Takes personal responsibility for the quality and timeliness of
4
Dependability work, and achieves results with little oversight.
Adaptability & Adapts to changing business needs, conditions, and work
3
Flexibility responsibilities.
Attention to Detail Diligently attends to details and pursues quality in
4
accomplishing tasks.
Customer Focus Builds and maintains customer satisfaction with the products and
3
services offered by the organization.
Development & Continual Displays an ongoing commitment to learning and self-
4
Learning improvement.
Ethics & Integrity Earns others’ trust and respect through consistent honesty and
3
professionalism in all interactions.
Results Focus & Initiative Focuses on results and desired outcomes and how best to
4
achieve them. Gets the job done.
Safety Focus Adheres to all workplace and trade safety laws, regulations,
4
standards, and practices.
Self-Management Manages own time, priorities, and resources to achieve goals. 3
Stress Tolerance Maintains composure in highly stressful or adverse situations. 3
Tact Diplomatically handles challenging or tense interpersonal
4
situations.
Interaction with others
Influencing Others Influences others to be excited and committed to furthering the
4
organization’s objectives.
Relationship Building Builds constructive working relationships characterized by a
4
high level of acceptance, cooperation, and mutual respect.
Teamwork Promotes cooperation and commitment within a team to achieve
4
goals and deliverables.
Valuing Diversity Helps create a work environment that embraces and appreciates
4
diversity.
Occupational
Advocating Causes Influences others to act in support of ideas, programs, or causes. 3
Enforcing Laws, Rules, & Enforces governmental laws, rules, and regulations, and initiates
Regulations enforcement actions in a way that the public perceives as fair, 3
objective, and reasonable.
Facilitating Groups Enables cooperative and productive group interactions. 4
Gaining Voluntary Convinces others to follow recommendations and advice to
Compliance bring them into compliance with regulations, standards, or 4
policies
Interviewing Others Asks questions in ways that enhance the clarity, quality, and
3
reliability of information.
Managing Projects or Structures and directs others’ work on projects or programs.
3
Programs
Mediating Disputes Helps others resolve complex or sensitive disagreements and
3
conflicts.
Negotiating Agreements Reaches deals or compromises. 3
Operating Equipment Uses tools, machines, and vehicles to transport goods or people,
3
or to create work products.
Providing Consultation Partners with clients to identify and resolve complex or sensitive
3
issues.
Training & Presenting Formally delivers information to groups.
3
Information
Management Qualities
Business Alignment Aligns the direction, products, services, and performance of a
3
business line with the rest of the organization.
Coaching & Mentoring Enables co-workers to grow and succeed through feedback,
3
instruction, and encouragement.
Leadership Promotes organizational mission and goals, and shows the way
4
to achieve them.
Fiscal Accountability Follows fiscal guidelines, regulations, principles, and standards
when committing fiscal resources or processing financial 4
transactions.
Organizational & Political Uses knowledge of the organizational and political climate to
4
Savvy solve problems and accomplish goals.
Planning & Organizing Coordinates ideas and resources to achieve goals. 4
Staff Management Manages staff in ways that improve their ability to succeed on
4
the job.
Strategic Vision Sees the big, long-range picture. 4