Assessment Task 3 Instructions

Carefully read the following information:

Assume that the CEO of NatureCare Products has indicated that he wants you to prioritise treatment of
a number of risks as follows:
 Inability to attract sufficiently qualified staff
One of the risks identified in the risk management plan is the inability to attract sufficiently qualified and
knowledgeable staff to manage the new retail stores. The risk treatment identified is to invest in the
training and development of existing staff to fulfil this role, at least in the short term.

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It has been identified that at least two of the existing customer service representatives are interested in

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taking on this new role. Neither of the two customer service representatives have managerial skills nor

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knowledge, but they both have excellent company and product knowledge, as well as customer service
skills.

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 Unsustainable workplace
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Another risk identified in the risk management plan is increased costs to the business through
inefficiencies in resources usage. Given that the business is set to expand, it is of key importance that
resources are used sustainably and efficiently. The CEO wants to implement the risk treatment of
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measuring the company’s environmental sustainability and resource usage, commencing with the head
office location.
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 Low customer satisfaction

A further risk identified as a priority is the any threat to customer satisfaction. Given that the business is
expanding, customer satisfaction will be crucial. The risk treatment identified is to develop a customer
questionnaire that can be used to measure customer satisfaction.
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You have been directed to implement strategies to reduce the risks posed.
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Complete the following activities:

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1. Write a report on staff training options

Review the case study information and then research a range of potential training options
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for the customer service representatives, including both on and off the job options. Identify
at least three suitable options.

Then develop a short report outlining your recommended option/s for the training, including
a rationale for each recommendation.
Include the details of each recommended training option, including a summary of the
training to be provided and outcomes, location, costs and duration as applicable.

Save this document as Staff Training Report.

As a guide, your staff training report should be 1 to 2 pages long.
Details of each option must be provided, including costs, as well as location and duration. If you
indicate coaching and/or mentoring as an option, the way that this works should be explained. For

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 BSBRSK501 Manage risk Student Assessment Tasks

example, where mentoring is recommended, you should outline the need to develop a mentoring
plan and identify the period of time, which the mentoring plan should cover, such as 6 months.

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2. Undertake an inspection of head office

Assume that, given the CEO’s concerns, you are to complete an inspection of head office
(this will be the RTO as the simulated environment) to identify environmental sustainability
and resource usage issues and to identify and report on possible solutions.
You will therefore undertake an inspection of the RTO facility using the environmental
sustainability and resource Usage Record Template.
Record at least 3 actual or potential environmental sustainability and resource usage issues
that you found during activity one.
Your assessor will advise you of the date and time of the inspection and will observe you
conducting the inspection.

3. Develop a customer questionnaire.

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You are required to develop a questionnaire that can be given to customers to fill out when

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they have made a purchase in one of NatureCare’s retail outlets.

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The questionnaire should contain eight questions that measure customer satisfaction and
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can be answered on a sliding scale from 1 (which is don’t agree at all) to 10 (which is totally
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agree).
Customers should be able to circle the most appropriate response with a pen or pencil while
they are in the shop and hand it back to the sales personnel when they are finished.
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Develop questions that encompass as many aspects of the customer’s experience as

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possible.
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Use language that is polite and friendly.

There should be a space under the questions for responders to give written feedback on
their experience(s) if they wish.
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Create a new Word document for this activity and save it as Customer Questionnaire.
The questionnaire should fit on two sides of an A4 page.

Example :
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NatureCare Products
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Customer Queationnaire

Please circle your response below -

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1.NatureCare Products allowed me to pay for my purchase in a form that I find most convenient

1 2 3 4 5 6 7 8 9 10

Do not Don’t Neutral Sort of Totally

agree really agree agree
at all agree
2. How satisfied are you with our service?

1 2 3 4 5 6 7 8 9 10

Do not Don’t Neutral Sort of Totally

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agree really agree agree

at all agree

Record any comments about NAtureCare products and services below :

4. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.
It should introduce and summarise the contents of the attachments and seek their feedback
and approval to move forward with the project.

Attach the following to the email:

 staff training report
 usage record
 customer questionnaire

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The CEO will send you an email providing comments and approval to proceed with the

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training course that they select from your report.

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It is six months later, and you are monitoring the implementation of the risk treatments to ensure sufficient
qualified staff, a sustainable and efficient workplace and high customer satisfaction.
Assume also that both managers participated in a formal, nationally recognised course in management,
which they completed over the last six months.
You have been provided with the following information by your team, which you will use to monitor the
implementation of the action plan:
 The new Human Resources Manager has provided you with performance review information for the
two Managers in a Performance Review Results Memo, as well as a staff survey conducted to
assess employee satisfaction in a Staff Survey Results Memo.
 The Marketing Manager has provided you with sales analysis for the last six months in a Sales Data
Analysis Memo, as well as a memo about a recent customer survey. Customer Survey Results
Memo
 The Office Manager has provided you with a Sustainability Report.

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5. Write a risk monitoring report.
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In order to monitor the implementation of your action plan you are required to review the
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following documents:
 Customer Survey Results Memo
 Sales Data Analysis Memo
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 Staff Survey Results Memo

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 Performance Review Results Memo

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 Sustainability Report

Develop a risk monitoring report that provides a summary of the data provided to you and
document what the data shows in relation to the effectiveness of the action plan.
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Identify any additional risk control measures, which you believe should be put in place as
relevant.

Your report should be 1 to 2 pages long.

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Nature Care Products

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Risk Monitoring Report

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The purpose of this report is to monitor the implementation of the action plan in relation to implementing the
risk control for lack of qualified staff, an unsustainable workplace and unsatisfied customers.

Monitoring has been conducting using a range of data provided by staff. This includes:
 Customer Survey Results Memo
 Sales Data Analysis Memo
 Staff Survey Results Memo
 Performance Review Results Memo
 Sustainability Report
All data has been reviewed as part of the monitoring process and the results are shown below.

Customer Survey Results Memo

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Provide a summary of customer survey results memo

Sales Data Analysis Memo

Review Sales Data Analysis memo and provide a summary

Staff Survey Results Memo

Review staff survey results memo and provide a summary

Performance Review Results Memo

Review performance review results memo and provide a summary

Sustainability Report
Review Sustainability report and provide a summary

Recommendation/Evaluation:

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Overall summary of your analysis, for example if you think Risk Management

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plan is working well mention your reasons.

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Provide your recommendation on further staff training to minimize future

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threats to the business. Also, mention few options to conduct staff training.
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6. Send an email to the CEO (your assessor).
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The text of the email should be in grammatically correct English, written in an appropriate
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(polite, business-like) style.

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It should introduce and summarise the contents of the attachment.

Attach your risk monitoring report to the email.

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7. Develop a risk management evaluation report

This assessment task requires you to evaluate and report on the risk management process
that you have completed in the previous two assessment tasks.
Review all of the following questions and prepare a short report of approximately 1 to 2
pages that addresses each question.

A. Evaluate the overall risk management process.

 Was it easy or difficult to identify risks?
 Was staff input (at the meeting) helpful?
 How confident are you that all the risks have been identified?

B. Consider whether the process indicated in the NatureCare Products’ current Risk
Management Policy and Procedures is sufficient to guide the risk management process

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used for the business expansion project. Explain why or why not.

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You can mention that the current policy is adequate for your company, however there is always some

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room for improvements. Suggest few improvements. Please review your risk management policy and
procedures and suggest few improvements.

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C. Explain whether the principles of risk management in the NatureCare Products risk
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management policy and procedure is consistent with AS/NZS ISO31000:2009 Risk
Management Principles and Guidance.
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Mention that Nature care’s Principles are consistent with the industry standards and provide few examples
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of consistency. Mention few principles that are being used by Nature Care .
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D. What changes would you recommend to the risk management process.

Your broad recommendation to the risk management process, for example

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Staff training
Changes to the company’s existing risk management policy and procedures
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8. Take a screen shot of all of your folder and files.

You are required to demonstrate that you can file all of your records in a logical structure.
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Ensure that you have an overall folder, as well as sub folder for each assessment task.
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All of the documents you have submitted for this unit should be correctly named and filed,
as set out on page 3 of this document.

The screen shot should show all the folders, sub-folders and documents.

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9. Send an email to your assessor.

The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.
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It should introduce and summarise the contents of the attachments.

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Attach your risk management evaluation report and screen shot to the email.
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Assessment Task 3 Checklist

Student’s name:

Completed
successfully Comments
Did the student: Yes No
Implement the risk management action plan
by identifying appropriate training programs for
staff?
Implement the risk management action plan
by conducting a sustainability inspection?
Implement the risk management action plan

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through developing a customer questionnaire
that can be used to survey customers?

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Demonstrate the ability to monitor the action
plan through reporting on the outcomes of staff

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training, the sustainability inspection and
implementation of the customer survey?
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Monitor action plan giving recommendations
on future actions?
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In the evaluation report, evaluate the risk

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management process by providing clear and

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relevant answers to all questions?

In the evaluation report, provide
recommendations for changes to the risk
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management process based on the

evaluation?
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Set up logical folders and store all documents

(created and provided as part of assessment
tasks) within these folders?
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Task Outcome: Satisfactory  Not Satisfactory 

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Assessor signature

Assessor name
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Date

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