Assessment Coversheet CQI-FRM028

Version 16 as at 03.04.19

Student
Student Name:
Number:
Unit code/s & name/s: BSBMGT517 Manage Operational Plan
Trainer/Assessor’s Name: ☐ Janey Kyle-Scott ☐ Charlie Jensen

Assessment Type: ☐ Task 1 Quiz ☐ Task 2 Short Answers S Task 3 Project

Student Declaration: I declare that I have undertaken the necessary training associated with this unit of competency and that this assessment is
my own work. Any ideas and comments made by other people have been acknowledged as references. I understand that if this statement is
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Student signature: Date:

(when submitting assessment)

(Assessor completes the below)

Attempt number: 1 ☐
Assessor feedback:

☐ Student provided with feedback

Assessor Initials:
Individual Assessment Task: Satisfactory ☐ Not satisfactory ☐ Date:

Attempt number: 2 ☐
Assessor feedback:

☐ Student provided with feedback

Assessor Initials:

Individual Assessment Task: Satisfactory ☐ Not satisfactory ☐ Date:

Final Unit Result: N/A ☐ Competent ☐ Not competent ☐ Date:
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Assessment Tasks and Instructions

What will be assessed

The purpose of this assessment is to assess your ability to:
 develop and implement an operational plan using a variety of information sources and consultation
(including using specialist advice if required)
 communicate effectively with relevant stakeholders to explain the plan and supporting information,
seek approvals, negotiate variations and engage work teams
 develop and implement strategies to achieve the operational plan within the organisation’s policies,
practices and procedures
As per the details in the Unit of Competency and Assessment Requirements

There are 4 parts to this assessment

PART A Requires you to submit an operational plan as detailed in the task instructions using the supplied
Strategic Plan Template
PART B Requires you to submit a resource acquisition plan that clearly outlines the provisions for
equipment and staffing aspects
Part C You will observe a procedure or task being performed in your workplace or training environment
to identify and report on shortfalls - may include a Kitchen operation, Front office, Tourism, Events, Food
and Beverage, Rooms Division or Administration.
Part D Developing Strategies to overcome identified shortfalls and a Critical reflection of the strategies
you have developed.

To demonstrate competence each task must be completed fully and in a professional format relevant to
the task. Only one resubmission attempt is permitted
Place/Location where assessment will be conducted including timeframes for completion
Submit via email to trainer by the due date given – ensure you attach ALL documents as listed

Resource Requirements
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent
performance of typical activities experienced in the management and leadership field of work and include
access to:
 relevant legislation and regulations
 workplace documentation and resources
 case studies and, where possible, real situations
 interaction with others.

Templates supplied
“Strategic_Plan_template”
“HR Manual template”

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All of the Documents listed in this table need to be supplied for this assessment
Each document must be formatted correctly ie Report, SOP, Position description
Each document will take up at least one page to contain all information to the depth required
Professional standards for written documents- Spelling and grammar must be checked
Insert a footer with your name, unit code and the task number ie Mary Jones BSBMGT517 3B

There will be 11 Documents as well as this document with the Assessment Cover Sheet and Table
at the start of Part C&D completed.

Attached Attempt 1 Comments Attempt 2

S / NS S / NS
3A Operational Plan

3B Report

3B SOP

3B Job Description

Task 3C Overview of Procedure

Task 3C SOP

Task 3C Summary

Task 3C Report

Task 3D Strategy

Task 3D Cost Factors

Task 3D Critical reflection

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SCENARIO for Part A & B – read carefully
The Hotel Futura management has adopted a proposal to utilise a sunny indoor section of the lobby as a
service point for morning and afternoon teas. It fits all the legal requirements regarding the serving of
food and after a cost-benefit analysis, it was seen to potentially create a lucrative new revenue stream in
a previously revenue-neutral floor space.

As the Financial Controller, the next part of the operational planning phase requires you to do an analysis
on the financial positions of two different options. The first option is to install a full espresso coffee
service station in the designated area and the second option is to utilise the existing coffee facilities inside
the busy 24 hour coffee shop outlet, situated 30 meters diagonally across the foyer.

Among other evaluation activities in the initial planning phase, a guest marketing survey was conducted,
the trading figures for the coffee shop were analysed and the following data emerged:

 Initial estimated covers per lobby tea service per week = 250 customers
 Budgeted average spend per cover excluding including GST = $18.50
 Two existing food service attendants are allocated for 2.5 hours for each service period.
 One food service attendant will need to be hired to ensure the operation can operate 7 days a
week.
 Each tea service operates for 2 hours only i.e. 10.00am-12.00pm and 2:30-4:30pm
 The existing low tables and comfortable lobby style seating are to be used so no other capital
outlay is required to establish the revenue stream
 The room service kitchen prepares the sandwiches and delivers them to the pass in the pastry
section of the main production kitchen, located directly behind the proposed outlet. Gâteaux
and pastries are prepared and plated up by the pastry section
 The 2 food service attendants order and collect all food orders for this outlet from the pastry
section pass in the main production kitchen, via a convenient service entry door located
directly behind the proposed lobby tea area
 A set of service fridges in the front kitchen can be utilised for the storage and service of
chilled alcoholic and non-alcoholic beverages.

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Part A Develop operational plan

Develop an operational plan using a suitable template (see supplied Strategic plan template) which needs
to include the following details:

1. A description of the operation.

2. The aim of the operational plan – What are you trying to achieve?

3. A SWOT analysis of the business environment – This could include similar scenarios relevant to your
area and must include legal requirements for this type of operation.

4. A detailed overview of resource requirements and options:

 Technology,
 Human Resources needs,
 An overview of financial requirements related to all resource requirements and options including
financial requirements (given the first 3 months are used to establish the operation and are
budgeted for).
 Using current trade equipment prices, analyse the most financially viable option for the hotel,
either by purchasing or leasing and installing a full espresso coffee station or utilising the existing
coffee facilities from the coffee shop outlet,
 Requirements for intellectual property rights and responsibilities in recruitment and acquisition of
resources and services.

5. A contingency plan with alternative options for each key aspect of the operational planning stages.

6. The timeframes required to implement this project

7. The consultation requirements and provisions including timelines.

8. The evaluation methods you will use to measure the performance of each aspect of this project.

Save as BSBMGT517 Task 3A Operational Plan

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Part B Planning Resource Acquisition
In this part of the assessment you are required to outline the processes and procedures you use for
planning and managing the required physical and human resources. You are required to address the
following aspects:

1. Discuss your findings for the different options for the coffee machine you have researched in a report
to the Executive chef and F&B manager regarding the pros and cons of operating a high quality food
and beverage service in each situation. This should be a formal report using the appropriate format.
Save as BSBMGT517 Task 3B Report

2. Provide an overview of the Standard Operating Procedures which would be required to implement
this operation with staff to ensure all operational and legal aspects are covered.
Save as BSBMGT517 Task 3B SOP

3. a) Provide a job description for the role of a food service attendant for this particular operation.
b) Which duties would this need to include and how will you ensure these are performed by the staff
member?
c) Provide an overview of the documentation, communication requirements and any other
strategies you will use to ensure performance initially and monitor ongoing performance.
Save as BSBMGT517 Task 3B Job Description

Information for Part C & D

Part C & D consists of an observation of an operational procedure or task relevant to your area of training
which may include a Kitchen operation, Front office, Tourism, Events, Food and Beverage, Rooms Division
or Administration. The focus needs to be on observing and improving existing procedures or to identify
new processes to improve operations.
o This may relate to workflow processes
o Cost efficiency of products and services
o Customer service related issues
o Check-in, check-out procedures
o Staff efficiency and training needs

Fill in this table

Establishment/Organisation
Task or Procedure being observed
Date of observation

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Part C Observation of operational procedures or tasks
1. Provide an overview of your workplace and a description of the operational procedure you will
monitor, analyse and review and outline the reasons which indicated to you that a review would be
necessary (for example complaints from customers about prolonged waiting periods for check-in;
prolonged waiting periods for food in the restaurant; frequent errors in reconciliations at the end of
the shift in front office or similar.
Save as BSBMGT517 Task 3C Overview of Procedure

2. List the Standard Procedures which would be required to perform the procedure or tasks and the
criteria which are used to industry standards to measure the performance required. This needs to
show all tasks which are part of the procedure you observe.
Save as BSBMGT517 Task 3C SOP

3. Observe the task or operational procedure and provide a summary of your observations.
Save as BSBMGT517 Task 3C Summary

4. Following the observation identify any shortfalls or underperformance during the observation of tasks
or processes and document these in detail. What were the issues and what were the potential
reasons for these?
Save as BSBMGT517 Task 3C Report

Part D Developing strategies and critical reflection

1. Develop a strategy that can be implemented to overcome the shortfalls you have identified and
explain how each step of the strategy will be implemented to ensure it will be successful. Include the
documentation required for this.
Save as BSBMGT517 Task 3D Strategy

2. Provide an overview of the potential cost factors for your suggested procedures including physical
and human resource aspects as relevant.
Save as BSBMGT517 Task 3D Cost Factors

3. In brief provide a critical reflection on your project: Given what you have observed, analysed in terms
of resources required and the potential outcomes from the strategy you have developed, how viable
is your strategy in terms of outlay required by the organisation? Would there be a more cost effective
option?
Save as BSBMGT517 Task 3D Critical Reflection

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