Coordinate Learning and Development: Submission Details

Assessment Task 3 BSBHRM512 Develop and manage performance-management processes
Coordinate learning and development

Submission details
Candidate’s name Phone no.
Assessor’s name Phone no.
Assessment site
Assessment date/s Time/s
The assessment task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.
Performance objective
You will need to demonstrate the skills and knowledge required to coordinate individual or
group learning and development.
Assessment description
In response to a simulated business scenario, you will evaluate the effectiveness of previous
development activities undertaken by an external provider. You will then develop new
learning and development plans and renegotiate with providers to deliver them to an
acceptable level of quality.
© 2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
Page 1 of 13
Procedure
1. Review the following scenario:
You are the Human Resources General Manager at Australian Hardware.

Three months of pilot training has been delivered by an external training
provider to sales staff, and you are reviewing the effectiveness of the training
that has been provided so far. Data gathered so far indicates the training is
failing to meet targets.
You will need to develop strategies and a training schedule to ensure that the
provider, Train Your Way Up, delivers effective training. You will also need
to renegotiate the implementation of training with Train Your Way Up.
Consider the following training requirements agreed to by senior management
team and HR at Australian Hardware.
● 4,000 sales staff to be trained, including the following characteristics:
○ an average of seven sales people per product team

○ four product teams per store
○ 138 stores
● 30 trainers required
● only one person from each team may be trained at any one time
● sessions require one-day, face-to-face training
● staff need to be completely up-skilled and performing to targets within

six months.
First, however, you will need to prepare a report for the senior management
team to explain the results and your planned actions, one of which is to ensure
line managers participate in regular monitoring and support of employees to
apply sales training on the job.
2. Review the performance data in Appendix 1 of this assessment task.

3. Review the Australian Hardware simulated business information provided in the
Assessment Appendices.
4. Prepare a 1–2 page report for the senior management team detailing:
a. training outcomes
b. your interpretation of the performance data
c. interventions you will undertake to rectify issues
Support your planned interventions with reference to Australian Hardware as a learning
organisation and addressing performance gaps to achieve specific organisational
objectives and broader long-term goals.
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Objective of the training

400o trainee from sales and the following :
Seven sales persons per product team
Four product teems per store
138 stores
30 trainers required
only one person from each team may be trained at any one time
sessions require one-day, face-to-face training
staff need to be completely up-skilled and performing to targets within six months
outcome of training :
new model of training will be given for 367 person
270 sales person will get the sustainability training .
The percentage of the participates was optimistic
Only 45% sales person who just apply to the new model
Revenue from the trained person will be 20000/month
Performance data analysis :
The line managers doesn’t monitors there sales person
Failure to mention the and apply sustainable component of the service
Failure to implement new service
The amount of revenue less than expected for the cost of training
Proposed interventions :
Develop strategies to implemented training and knowledge
Equip the managers with the right tools to monitor the trainees
Use the feed back to improve the next actins
Motivate the salespersons to adabt the new model to acheave the goals
5. Using the template in Appendix 2, develop a training strategy and schedule to be used
by Train Your Way Up to deliver future training. Take particular care to include
activities to ensure that line managers monitor the employee’s application of sales
training. Prepare to discuss strategies in negotiations with training supplier in order to
incorporate these into a revised agreement
Page 3 of 13
Training objectives Develop the way to adapt the new model
Implement sustainable practice for the customer service
Monitoring on the new salespersons is a must
. Action
Time frames Activity Teaching or Resorce

assessment strategy
Trainer/manager
01 april 2017 till 31 Coaching Familiarize new 20 trainers

nov 2017 salespersons model
01 april 2017 till 31 Sustainable Emphasize on 10 trainers

nov 2017 approaches promoting
sustainable practice
01 may il 2017 till Monitoring line Learn different types Managers

31 jul 2017 managers of monitoring
01 jul 2017 till 31 Evaluate and target Analyze the Managers

nov 2017 performance
6. Arrange with your assessor to renegotiate service agreement with training supplie
7. r. renegotiate service points agreement;
train will take complete responsibilities for the effectiveness of the training
train will incorporate your strategies
You would like TYWU to pay a penalty of $100,000 (5% of the total $2 million fee) to
offset costs that will be incurred
Australian Hardware as a result of the underperformance of the training program to-date
Australian , to offer an additional bonus payment of $200,000 upon successful
implementation of your significant improvements to the program
● completion of training of 4,000 employees
8. Renegotiate training agreement with training supplier. Using the previously negotiated
agreement provided in Appendix 3 and your planned training strategy and schedule
(which you completed in step 5) as a basis, renegotiate the agreement with the supplier.
Service agreement
Service Agreement dated: 3 January 2014
Between
Train Your Way Up
Page 4 of 13
Service Agreement Sponsor – Director of studies for Train Your Way Up, Jan Powers
And
Australian Hardware Human Resources
Service Agreement Sponsor – Susan Black, Human Resources General Manager
2. Scope of services
Sales training to upskill sales staff in the new sales model:
1. Greet the customer.
2. Proactively ask questions to identify the customer’s needs.
3. Present possible solutions and discuss sustainable or environmentally friendly options
where relevant.
4. Close sale and facilitate transaction.
5. Follow up to maintain customer relationship, gather feedback and lay foundation for
repeat business.
Service scope
Sales models training and practical 4000 employee
demonstration
Training sustainability 4000 employee
Evaluation and monitoring All stone management
Fees and payment

service fees Payment term
Total cost of training 2000000 At the end of

and delivery training in 2017
Service level targe
t
Service Performance
Sales model training 4000 employee till the end of 2017
Training on sustainability 4000 employee till the end of 2017
Page 5 of 13
Average assessment score 80%
Ensure you modify the agreement in Appendix 3 and include a schedule for monitoring
against objectives.
Minotoring and reporting
Service reporting Timing
Sales model training Summary of traning Completed by the end of

complaining 2017
Training sustainability Summary of traning Completed by the end of

complaining 2017
Average assessments score Assessment record Completed by the end of

2017
Issue identified
Service Agreement Sponsor from both parties

to be notified of issue
Service Agreement Sponsor from both parties to

discuss issue and agree resolution
In the event that Service Agreement Sponsors cannot agree on a

resolution the issue is to be escalated to mediation
9. f\
Dispute resolution
I agree to the terms and conditions of this agreement.
Signed for and on behalf of Australian hardware HR
Australian Hardware, HR general manager
In the presence of witness
Signed for and on behalf of Train Your Way Up
Train Your Way Up, Director of Training
Page 6 of 13
As an opening position, you would like Train Your Way Up (TYWU) to take
complete responsibility for the effectiveness of the training. You would like
TYWU to incorporate your strategies, revised training schedule and
monitoring schedule into the new agreement. You would like TYWU to pay a
penalty of $100,000 (5% of the total $2 million fee) to offset costs that will be
incurred by Australian Hardware as a result of the underperformance of the
training program to-date.
You are willing, however, to offer an additional bonus payment of $200,000
upon successful implementation of your significant improvements to the
program. Your bottom line is that this extra money (and an additional
$300,000) is considered at risk if TYWU fails to meet mutually agreed targets.
Such targets must include:
● completion of training of 4,000 employees
● simulated AND actual on-the-job demonstration of relevant skills as part

of training assessment for all employees (an audit of training and
assessment records will provide adequate proof, and line manager third-
party reports will provide adequate proof).
You would like to ensure more regular reporting of progress and involvement
of line managers in monitoring and support.
10. Submit the required documents for assessment as per the specifications below. Be sure
to keep a copy for your records.
Specifications
You must:
● submit 1–2 page evaluation report on the training outcomes for senior management
● participate in a renegotiation role-play
● submit a training strategy and schedule including a monitoring schedule
● submit a modified service agreement.
Your assessor will be looking for:

● communication and conflict-management skills to deal with disputes and disagreements
● knowledge of characteristics of a learning organisation
● knowledge of role of performance management in relation to broader human resources

and business.
Page 7 of 13
Adjustment for distance-based learners

● The role-play can be adjusted for distance learning. The role-play for this task can be
varied to take place using Skype conferencing (or any other video conferencing tool
available to both you and the assessor).
● A follow-up interview may be required (at the discretion of the assessor).
● Documentation can be submitted electronically or posted in the mail.
Page 8 of 13
Appendix 1 – Performance data
Summary of initial training outcomes

Description Outcome Target
Number of employees trained in 367 4,000
new sales model
Number of employees trained in 270 4,000
sustainability practices
Average assessment score of 90% 80%
trainees completing the training
Manager observation of trainees’ Randomised observations show that 45% of 80%
skills on-the-job (use of the new trainees apply some features of the sales
sales model; knowledge of model they were trained in and there is some
sustainability practices) use or mention of sustainability practices
Revenue per trained $20,000 $35,000
salesperson/month
Customer awareness of 68% of customers are aware of sustainability 95%
sustainability practices practices aware
Customer experience satisfaction 67% of customers report being satisfied with 95%
ratings their Australian Hardware shopping satisfied
experience
Interviews with employees and level 1 feedback

Interviews with sales employees immediately after training found that sales employees:
● reported that they enjoyed training very much
● had thought the training and assessment would be much more difficult than it turned out
to be
● found the ten question multiple choice assessment easy and convenient
● are not sure if they would be able to apply knowledge in face-to-face dealings with
customer.
Interviews with managers

Interviews with line managers yielded the following general observations:
● Employees displayed initial enthusiasm after the training
● Employees are generally unable to transfer learning to actual interaction with

customers, for example:
○ sales staff do not mention sustainability as important differentiator for Australian
Hardware
○ sales staff do not follow sales model and forget to ask customers about their
specific needs and possible future needs.
Page 9 of 13
Appendix 2 – Training strategy and schedule
Training develop strategies

objectives
to ensure that the provider, Train Your Way Up, delivers effective
training
renegotiate the implementation of training
Actions
Timeframe Activity: Teaching or assessment Resources:
(training/assessment, strategy or approach to
Trainer
coaching or other achieve training
(number 1–30)
support, monitoring) objectives
Managers
01st of may external training Familiarise with new 25

2018 til 01st provider to sales staff method and sustainability
of dec 2018 practices
trained in new sales
model
01st of may assessment score of Focusing on knowledge of 28

2018 til 01st trainees completing the sustainability practices
of dec 2018 training
01st of observation of trainees’ observations features of the Manager

June2018 til skills on-the-job (use of sales model they were
31 of the new sales trained in and there is some
November use or mention of
2018 sustainability practices
01st of Customer experience customers report being Manager

June2018 til satisfaction ratings satisfied with their
31 of Australian Hardware
November shopping experience
2018
Appendix 3 – Service agreement
1. Service Agreement
Service Agreement dated: 3 January 2014
Page 10 of 13
Between
Train Your Way Up
Service Agreement Sponsor – Director of studies for Train Your Way Up, Jan Powers
And
Australian Hardware Human Resources
Service Agreement Sponsor – Susan Black, Human Resources General Manager
2. Scope of services
Sales training to upskill sales staff in the new sales model:
6. Greet the customer.
7. Proactively ask questions to identify the customer’s needs.
8. Present possible solutions and discuss sustainable or environmentally friendly options
where relevant.
9. Close sale and facilitate transaction.
10. Follow up to maintain customer relationship, gather feedback and lay foundation for
repeat business.
Service specifications
The table below describes the services to be provided under this Services Agreement.
Service Scope
Sales model training 4,000 employees
Training on sustainability policy and 4,000 employees

relevant products
3. Fees and payment terms

The schedule below details the fees and payment terms for the services provided under this
agreement.
Service Fee Payment term
Total costs of training $2,000,000 Paid on completion of

delivery training by the fourth quarter
of FY 2014–15
4. Service level targets

Services provided under this agreement will be measured against the following performance
standards and timeframes.
Page 11 of 13
Service Performance standard and timeframe
Sales model training 4,000 employees by the end of the fourth

quarter of FY 2014–15
Training on sustainability policy and 4,000 employees by the end of the fourth
relevant products quarter of FY 2014–15
Average assessment score 80%
5. Monitoring and reporting

Services will monitored according to the following reporting schedule.
Service Report Timing
Sales model training Summary of training Completed by the end of the

completion fourth quarter of FY 2014–
15
Training on sustainability Summary of training Completed by the end of the

policy and relevant products completion fourth quarter of FY 2014–
15
Average assessment score Assessment records Completed by the end of the

fourth quarter of FY 2014–
15
6. Dispute resolution
In the event that either party needs to raise a dispute the following process must be followed:
7. Signatures
I agree to the terms and conditions of this agreement.
Signed for and on behalf of Australian hardware HR
Australian Hardware, HR general manager S Black
In the presence of witness David Ouspensky
Signed for and on behalf of Train Your Way Up
Train Your Way Up, Director of Training Jan Powers
In the presence of witness David Ouspensky
Page 12 of 13
Page 13 of 13

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Assessment Task 3 BSBHRM512 Develop and manage performance-management processes

Coordinate learning and development

Candidate’s name Phone no.

Assessor’s name Phone no.

Assessment date/s Time/s

You are the Human Resources General Manager at Australian Hardware.

○ an average of seven sales people per product team

● sessions require one-day, face-to-face training

● staff need to be completely up-skilled and performing to targets within

2. Review the performance data in Appendix 1 of this assessment task.

Objective of the training

new model of training will be given for 367 person

270 sales person will get the sustainability training .

The percentage of the participates was optimistic

Revenue from the trained person will be 20000/month

Performance data analysis :

The line managers doesn’t monitors there sales person

Failure to mention the and apply sustainable component of the service

Failure to implement new service

Develop strategies to implemented training and knowledge

Use the feed back to improve the next actins

Training objectives Develop the way to adapt the new model

Implement sustainable practice for the customer service

Monitoring on the new salespersons is a must

Time frames Activity Teaching or Resorce

01 april 2017 till 31 Coaching Familiarize new 20 trainers

01 april 2017 till 31 Sustainable Emphasize on 10 trainers

01 may il 2017 till Monitoring line Learn different types Managers

01 jul 2017 till 31 Evaluate and target Analyze the Managers

Training sustainability 4000 employee

Evaluation and monitoring All stone management

Fees and payment

Total cost of training 2000000 At the end of

Service level targe

Sales model training 4000 employee till the end of 2017

Training on sustainability 4000 employee till the end of 2017

Average assessment score 80%

Service reporting Timing

Sales model training Summary of traning Completed by the end of

Training sustainability Summary of traning Completed by the end of

Average assessments score Assessment record Completed by the end of

Service Agreement Sponsor from both parties

Service Agreement Sponsor from both parties to

In the event that Service Agreement Sponsors cannot agree on a

I agree to the terms and conditions of this agreement.

Signed for and on behalf of Australian hardware HR

Australian Hardware, HR general manager

In the presence of witness

Signed for and on behalf of Train Your Way Up

Train Your Way Up, Director of Training

● simulated AND actual on-the-job demonstration of relevant skills as part

● participate in a renegotiation role-play

● submit a training strategy and schedule including a monitoring schedule

● submit a modified service agreement.

Your assessor will be looking for:

● knowledge of characteristics of a learning organisation

● knowledge of role of performance management in relation to broader human resources

Adjustment for distance-based learners

● Documentation can be submitted electronically or posted in the mail.

Appendix 1 – Performance data

Summary of initial training outcomes

Interviews with employees and level 1 feedback

Interviews with managers