Assessment Task BSBMGT517 Manage operational

2 plan

Plan and manage resource

acquisition
Submission details

Candidate’s JONALYN GATCHALIAN Phone

name MUNAR no.

Phone
Assessor’s name BHARAT RAJ POUDEL
no.

Assessment site QUEENSFORD COLLEGE – BRISBANE CAMPUS

Assessment
Time/s
date/s

Procedure
1. Read the BBQfun simulated business information provided in
Appendix 1 of this task and in the business documentation provided
by your assessor (the same documentation provided in Assessment
Task 1).
2. Plan and implement physical resourcing:
a. Review the physical resourcing activities in the action plan you
developed in Assessment Task 1.
b. Elaborate on your plan by including all steps and strategies to
acquire resources in accordance with organisational
requirements.
c. Explain the risk management strategy needed to protect the
organisation’s IP and/or ensure the organisation does not breach
third-party IP.
BBQ Fun is in the process of expanding its business by
incorporating an e-commerce facility in its website. This will help
the business in improving the overall sales of the company and
lead to development of the business of BBQ Fun. As per the
budget, the physical resources which the business will be
requiring consists of 6 trucks which is necessary for smooth
distribution process of the products manufactured by BBQ Fun. In
addition to this the company will also be requiring four forklifts
for the business. The company also has a capital requirement
which is of five million dollars for effective and efficient running of
the operations of the company. There are various sources where

© 2015 Innovation and Business Industry Skills Council 1st edition version: 1
Ltd Page 1 of 20
the company can acquire the required physical resources of the
company. Some of the options which is available to the company
is given below along with the benefits and limitations which are
associated with choosing the source:
The above table shows the various options which the
Resourcing Benefits Limitations
Option

Purchasing The basic advantage The limitation which

from open which is associated with the company faces
market purchasing the while selecting this
resources from open method is that the
market is that the market prices of the
company has a lot of equipment in most
options available to it cases are
and a range of prices is considerably high
also available from and there are also
where the company can risks which are
choose the most associated with
appropriate choice. open market
purchases.

Second hand The main benefit of this The limitation which

Purchases method of purchasing is is associated with
that the cost of this method of
acquiring resources are acquiring resources
quite low as the is that the
products are used and resources such as
not entirely new. In equipment and
comparison with new machinery can be
purchased resources, outdated or
second hand products defective.
are low on cost.

Tender The main advantage of The disadvantage

using this method of which is associated
purchasing is that the with this method is
company gets a wide the complexity of
range of offers for the the entire process
tender and then the associated with the
company can choose method.
the most competitive
and suitable price.
management has for purchasing the physical resources which are
required as per the requirement of the company. As per the
decision of the management of BBQ Fun will be purchasing the
physical resources of the company from open market. It is the
requirement of the management that new physicals products
should be purchased as such will have more useful life than the
second-hand ones. Assets like trucks and forklifts would be
constantly used in the market and therefore new model is the
requirement of the company which will not be available in case
of second-hand purchase. Another objective of the business for
purchasing the product from open market is that the company
wants to establish relation or a friendly tie up with the supplier
so that in future requirements of physical resources the company
and supplier can again do business. In this way the company will
be able to get some bargaining power and in some cases
discounts in case of future transactions.
As for the purchase of inventory and stocks the company can
use Bid tender method where the company needs to appoint an
auctioneer who will be conducting the proceedings of auction
process. The first order of the business is to invite all potential
suppliers of the raw materials for the auction. The suppliers will
be bidding for the contract of suppling raw materials to the
company. The auction process will start with a base price which
is decided by the management of the company after analysing
the market for the product. The auction for the contract will
begin at the base price as set by the management and this price
will be gradually increasing by the offers made by the suppliers
until the price reaches a saturation point and the contract will
be given to the highest bidder. In this way the company acquire
physical resources necessary for effective functioning of the
business.
3. Plan and implement human resourcing:
a. Review the human resourcing activities in the action plan you
developed in Assessment Task 1.
b. Elaborate on your plan by including all steps and strategies to
recruit people in accordance with organisational requirements.
c. Incorporate IP requirements for human resource acquisition to
ensure trade secrets and confidential information is protected
from theft, misuse and unauthorised distribution.
d. Prepare to interview two recruits by organising a role-play
interview with each and preparing paperwork. You may wish to
prepare using the interview planning template provided in
Appendix 4.
e. Interview, assess and make recommendations on two potential
recruits in accordance with your plan. You may use the
templates provided or develop your own. You may want to use
the assessment and evaluation template provided in
Appendix 5.
The term intellectual property of any business refers to the
intangible assets of any company which includes goodwill,
patents, copyright and trademarks. Risk management of
intellectual property covers areas where adverse effects which
are caused on an asset’s useful life is minimized. In case of every
company which has intellectual property is also subjected to
certain risks which are there in the business. The acquisition of
intellectual property depends on the nature of the business. One
of the risks which is faced by the business in relation to
intellectual property is that there is a threat of same intellectual
property being developed by a third party. Then there is the risk
that the intellectual property which includes trade secrets can be
leaked to outside party by employees. In case the company is
using an intellectual property which the company has taken on
lease from third party, there is a risk that the property might
get damaged when being used by an employee who does not
know how to use the property. In addition to this an intellectual
property always faces the risks of cases which can be filed
against the company as intellectual property violations. The
measures which the business can adopt so that the business does
not face the risks or minimize the risks are discussed below in
details:
One of the measures which can be incorporated in the
contract of intellectual property that the company cannot
use intellectual property of any third party without the prior
consent of the same.
The company can protect any leakages of vital information
to third party from happening by ensuring that every
employee of the company signs a confidentiality contract
according to which the employee will not be disclosing any
information or trade secrets to any third party even if the
employee is out of the service of the company.
The company needs to have the legal rights of ownership of
the intellectual property so that no third party can copy the
intellectual property of the company.
For the purpose of meeting the needs of the business
in terms of workforce requirements, Human resource
planning model is followed. A human resource planning
model includes aspects such as job description, competency
of the employees and is useful for helping the business
understand how it can retain employees. The case study of
BBQ Fun provides that the company is trying to expand its
scale of operations by moving into online e-commerce
services where the products of the company can be sold.
The main motive of the management of the company is to
ensure that the sales of the company increases with the
implementation of e-commerce facilities in the website.
The forecasted demand of the employees along with the
forecasted supply of employees can be revealed with the
human resource planning model.
 The plan of the management is to expand the
operations of the business and incorporate an e-commerce
facility which can increase the overall sales of the
company. As per the operational developed by the
company, the business will be requiring online sales and
customer service employees who would have necessary
skills as to handle the e-commerce facility and the
knowledge to handle any situation which arises. Another
requirement for the human resources is in the department
of delivery services as the business will be requiring drivers
and dour warehouse workers.
As per the plan of the management, the company is
going to advertise the vacancies for the new employees who
will be working in the e-commerce team of the company.
The main purpose of such an advertisement is to attract
potential employees for the designation. The management
will then be conducting an interview round based on which
employee will be selected. The basis for selection of
employee is highest degree qualification of the employee,
skills of the employees in handling software, computers and
problem- solving ability of the employees. In addition to
this, the management of the company requires the newly
recruited employees to be enthusiastic, taking initiates,
proper communication skills and if there is any prior
experience then such will always be a plus point. The
selection of the employee will be done by the managers of
the company based on judgements on above criteria.
The IP requirements which are to be incorporated in
the policies of the company so that any case of leakages of
trade information or profession’s secrets cannot be
misplaced. The company can protect any leakages of vital
information to third party from happening by ensuring that
every employee of the company signs a confidentiality
contract according to which the employee will not be
disclosing any information or trade secrets to any third
party even if the employee is out of the service of the
company. In addition to this the management of the
company needs to enforce a law that anyone who will be
breaking the terms of the contract where leakages of any
information or trade secrets are prohibited., against which
legal actions will be taken.
The interview of the company is conducted to
understand the knowledge level, problem-solving ability
and
communication skills of an employee. There is an interview
template given which is prepared by the management in the
appendices.
 Interview Role-plays
First Applicant
JONALYN: Good morning. It is nice to meet you. How
are you doing?
APPLICANT: Thank you ma’am. I am doing well.
JONALYN: We received your resume and we are here
to know you more. Let us start lightly. How do
you keep updated on the behaviour of the target
market?
APPLICANT: In my previous job, I always read sales
news locally and internationally and listen to the
successful sales managers interviews in
magazines. I believe those have helped me keep
updated on what is new in the market, how
consumers behave nowadays, and how likely their
tastes change from time to time.
JONALYN: How about developing trusting relationship
with customers, what is your take on that?
APPLICANT: I hold on to the belief that the best way to
keep your customers is to let them trust you with
the products and services you offer them. So, I
try my best to develop a sense of enthusiasm in
the customer’s orders and help them out with
their queries.
JONALYN: Now, you know that you are applying for an
online sales staff position. Are you familiar with
using the technology and computer?
APPLICANT: I worked as an online sales representative
in my previous company for six months and i am
familiar with the basic sales steps on a website
and how to receive and make an order form for
customer orders. I also mastered the different
payment details and verifications and sending
the orders to the warehousemen in preparation
for delivery.
JONALYN: What character you believe distinguishes
you from the rest of the applicants?
APPLICANT: I believe the character that distinguishes
me is my being people-oriented. As much as I put
emphasis on the tasks of selling, I rely more on
 building good rapport with the customers
because it is overwhelming when you can trust
the person selling to you. And in my opinion, it is
more satisfying to see customers happy with
their purchases.
JONALYN: Now I will give you few situational questions
and I want you to answer them honestly. First,
how do you keep a bad day bright?
APPLICANT: In our line of job, it is important to
exercise and maintain a good vibe in order to
influence the customers positively. So, when
there is a bad day among my co-workers, I make
it brighter by sharing fun jokes or stories until I
feel lighter myself and ready to go on with the
day.
JONALYN: Should you encounter a major customer
complaint from email, what would you do?
APPLICANT: I believe there will be protocols on dealing
with customer complaints such that when it is
minor and frequent, we may be allowed to
respond, but when they are major and out of our
responsibility, I would direct it to the store
manager for proper response and handling. And I
would ensure that the customer knows his or her
concern is already raised to the management.
JONALYN: Should you receive a call from a third party
asking for customer information, what would you
respond?
APPLICANT: First, I would ask who the caller is and his
or her relationship with the customer. Then I
would only give the basic information regarding
the customer, such as when was the order taken
or is this order made or not, but not the personal
information of the customer.
JONALYN: I see. How would you compensate for an
error in taking orders?
APPLICANT: If the error is done while the order is not
yet delivered, I will immediately contact the
appropriate officer for the approval of cancelation
or change of items and inform the warehouse
personnel as well. But when the order is already
in transit, I will most probably wait for the
 customer to contact us and extend my deepest
sorry for the negligence and promise that the
same situation will never happen again and take
on corrective actions by taking into
consideration how the customer wants to do with
the wrong order.
JONALYN: I want to ask you what motivates you on a
day to day basis?
APPLICANT: It is my family because I want to inspire
my younger sisters to work hard and have a
passion for the things we want to do.
JONALYN: What is your career aspiration?
APPLICANT: I want to be the best version of myself as
sales rep, and soon I dream to become a sales
manager myself so I can help others with the
same aspiration and attract them to this very
challenging and promising career track.
JONALYN: What can you say about the role of learning
and development in sales?
APPLICANT: It is important to continuously learn in
this job line because customer behaviours
change from time to time and when we cannot
adapt with that, we get left behind.
JONALYN: What values should every sales person
possess?
APPLICANT: Dedication. Integrity. Persuasiveness.
These three are important values every
salesperson should possession. Dedication
because this job is not easy and will need the
person’s patience to take orders and receive
possible complains. We should also possess
integrity to make customers trust us and
eventually come back for another purchase.
Lastly is persuasiveness because that is one best
way to attract the customer into buying what we
sell and trust the guarantees we give.
JONALYN: What do you think the online sales of our
company could do better?
APPLICANT: Since this sales medium is new for the
company, I believe it can do better if we start to
Assessment Task BSBMGT517 Manage operational
2 plan

boost promotion and efficiency in internal

processes.
JONALYN: Thank you. I appreciate your answers. And
thank you for applying to BBQfun. We will reach
out after the final screening and will let you know
if you made it.
APPLICANT: Thank you ma’am for this opportunity.
Second Applicant
JONALYN: Good morning. It is nice to meet you. How
are you doing?
APPLICANT: Thank you ma’am. I am doing great.
JONALYN: We received your resume and we are here
to know you more. Let us start lightly. How do
you keep updated on the behaviour of the target
market?
APPLICANT: I keep updated with the behaviour of the
target market by attending to the trainings the
company provides from time to time especially
when there are recent activities or discoveries in
the market. We keep posted on those and apply
them on our jobs.
JONALYN: How about developing trusting relationship
with customers, what is your take on that?
APPLICANT: I believe that maintaining a good
relationship with customers is as important as
selling products to them, because it will
determinate whether the customers will can rely
on our services or not.
JONALYN: Now, you know that you are applying for an
online sales staff position. Are you familiar with
using the technology and computer?
APPLICANT: Yes, I am adept with working on an online
sales website because I did the same thing in my
previous job. I believe I am rich with experience
regarding taking small orders, bulk orders,
receiving and dealing with complaints.
JONALYN: What character you believe distinguishes
you from the rest of the applicants?

© 2015 Innovation and Business Industry Skills Council 1st edition version: 1
Ltd Page 10 of 20
APPLICANT: I am really determined and passionate
with this line of career because I think this is the
skill, I am best at. No matter how many times I
experienced customer complaints and rejections
from customers, I always see the good side of the
job and know that I can be better if I strive to
be.
JONALYN: Now I will give you few situational questions
and I want you to answer them honestly. First,
how do you keep a bad day bright?
APPLICANT: I take time to pause and reflect on myself
because I believe that at the end of the day, it is
me who can highly cheer myself and get back on
track. There are also times when I take my co-
workers’ positivity to brighten up my day at
work.
JONALYN: Should you encounter a major customer
complaint from email, what would you do?
APPLICANT: If it is a major complaint we have not yet
experienced before or would require attention of
the higher management, I will directly report it
to make sure that these concerns will be
addressed. After receiving feedback from the
proper authority, I would relay the feedback to
the customer and know whether their problems
are answered or not.
JONALYN: Should you receive a call from a third party
asking for customer information, what would you
respond?
APPLICANT: I do not think we can disclose any
customer information, so what I do is prepare a
polite message informing any third party that I
am not authorised to disclose any information
about the customer because it is a company
policy in adherence to state legislations and
standards.
JONALYN: How would you compensate for an error in
taking orders?
APPLICANT: First, I would like to take preventive
actions such as double-checking details to make
sure I get the orders correctly. Second, should I
commit errors during the process; I will find a
way to correct it as early as possible to prevent
future
 or bigger errors to happen. When the
products are already in transit to the customers,
I will note the transaction and wait for their
feedback first and extend my sorry and correct
the mistake by offering compensation for the
hassle they encountered.
JONALYN: I want to ask you what motivates you on a
day to day basis?
APPLICANT: I am motivated by my family because I
want to help providing for them. I find this line
of job comfortable and challenging because it
takes the best out of me. I also feel overwhelmed
facing or encountering with different types of
people every day.
JONALYN: What is your career aspiration?
APPLICANT: I aspire to be the best version of myself as
a sales representative. Not everybody
appreciates this kind of job but as for me, it is
fun and worth it. Someday I want to deliver
seminars to aspiring sales consultants and sales
representatives and customer service staff and
show them how great it is having the opportunity
to belong to a sales and marketing team.
JONALYN: What can you say about the role of learning
and development in sales?
APPLICANT: Technology is constantly advancing, and
customer preferences are always changing. We
need to adapt to that if we want to connect with
them. That is why learning is important in sales
because it is a component to being competent
product and service provider in the nation.
JONALYN: What values should every sales person
possess?
APPLICANT: Every salesperson should possess people
skills and persuasive skills. We work as the
connection of the customers to the products or
service they want to avail. So, we should know
how to read customer’s preference through their
reactions and we also have to attract them into
buying our products and experiencing our service
to remain competitive in the market.
 JONALYN: What do you think the online sales of our
company could do better?
APPLICANT: Online customers are most likely to visit
and revisit online websites when there are
exciting offers and activities. I believe when we
offer these to them, it will entice them to always
check on discounts, new releases, rewards, etc.
JONALYN: Thank you. I appreciate your answers. And
thank you for applying to BBQfun. We will reach
out after the final screening and will let you know
if you made it.
APPLICANT: Thank you ma’am for this opportunity.
4. Submit a portfolio of your implementation documents as outlined in
the specifications below. Keep copies of your work for your records.
Assessment Task BSBMGT517 Manage operational
2 plan

Action plan template

Milestone: Action and/or objective Date Person responsible Budget or resources
(to achieve strategic aims of physical or human (where applicable)
resourcing)

Plan for the procurement of 25 March 2019 Warehouse team None

physical resources including leader
delivery trucks and forklifts Store managers

Contact list of suppliers and 25 April 2019 Warehouse None

research on potential suppliers team leader
that can provide better quality
within the reasonable budget

Request for budget and place 25 May 2019 Warehouse Budget $330,000
order and keep substantial and team leader Purchase
supporting Store manager requisition form
documentation including purchase Purchase order form
requisition and purchase order
form
Seek approval to accept bid from 05 June 2019 Operations Proposal
Innovative Technologies, being the General Results of scoring
bidder with the highest bid quality Manager and assessment
with a total score/price of 110.
The same bid price is also within Budget of $100,000
budget.

Begin website development 10 July 2019 Innovative Computers

Technologie
© 2015 Innovation and Business Industry Skills Council 1st edition version: 1
Ltd Page 15 of 20
Assessment Task BSBMGT517 Manage operational
2 plan
s

© 2015 Innovation and Business Industry Skills Council 1st edition version: 1
Ltd Page 16 of 20
 Store manager Internet service

Regularly monitor progress of 15 August 2019 Store Manager Reports

website development and resolve Operations
potential issues General
Manager
Receive delivery trucks and 20 August 2019 Warehouse Delivery trucks
forklifts and check for quality and team leader Forklifts
possible defects, including test Drivers
drives

Keep copies of billing statement 25 August 2019 Company Billing statement

from supplier and official receipt accountant Official receipt
of the purchase

Check on quality, functionality, 10 September External Budget for

completion of the website 2019 quality control consultation
Strategies for risk management: Technology fee
consultant
Check compliance to IP rights and
standards in Australia that are
applicable to the company
Ensure that no third-party
information will be inappropriately
gathered and falsely used across
the system of the online website

Reconfigure the warehouse and 15 October Warehouse Budget of $50,000

office space for the employees of 2019 team leader
the e-commerce business
strategy,
with constant monitoring Store manager
and assessment Operations
General
Manager
Assessment Task BSBMGT517 Manage operational
2 plan

Interview planning template

Planning Description Time

aspect

1. Type of Selection Interview

interview

2. Objectives To ascertain whether the

candidate has basic knowledge of
the online websites and how to
handle the same.
To recruit an individual who can
face every situation head on and
tackle the problems of the
company.

3. Approach The management will be adopting

and style a conversational approach so that
the communication skills of the
candidate can be judged

4. Schedule Establish rapport with 5

the employee minutes
Set agenda of the business. 10
Collect information about minutes
applicant. 5
Discuss job and minutes
company thoroughly. 10
Invite applicant’s questions minutes
5
minutes

5. Topics and Previous work experience

questions in specific job
functions.
Previous training and education.
Hints of career plans and
interests.
Explanation of the job and
company benefits.

© 2015 Innovation and Business Industry Skills Council 1st edition version: 1
Ltd Page 20 of 20
Assessment and evaluation template

Candidate: Applicant 1 & 2

Question Ideal answer contains: Number Score

of
possible
points

Target Ability to gather 15 12

information
market regarding
knowledge target
market
Strategic in
utilising knowledge

on target market
Ability to gather 15 12
information
regarding target
market
Strategic in
utilising knowledge

on target market
Customer Highly 20 18
relationship
value gives attention
to
customer well-being
and satisfaction
Can develop
rapport with
customers
 Highly gives 20 16
attention to
customer well-
being and
satisfaction
Can develop
rapport with
customers
Technology Has experience of 20 15
and computer taking orders from
adept online customers
Has experience of
managing online
business platforms
Has idea of
resolving

basic issues in the

website

and network
Has experience of 20 18
taking orders
from online
customers
Has experience of
managing online
business
platforms
Has idea of
resolving

basic issues in the

website

and network
Customer Efficient in dealing 20 18
complaints with
handling
customer
complaints
Provision of
correct solutions
 Efficient in 20 18
dealing with
customer
complaints
Provision of
correct solutions

Emotional Can work well 15 14

stability under pressure
Can handle
own mistakes
in the job
Can work well 15 14
under pressure
Can handle
own mistakes
in the job
Character Cheerful 10 10

and self-value and friendly

Determined
,
passionate,
persuasive
Cheerful 10 10
and friendly
Determined
,
passionate,
persuasive
Total 87

88
Recommendation:
The applicant 1:
 shows composure despite pressure of the interview
 is very intelligible and smart-looking
 knows how to handle customer complaints
 is not fully aware on the importance of customer
information confidentiality
The applicant 2:
 is very intelligible and smart-looking
 has rich experience in online business platform
 knows how to handle customer complaints
 determined and speaks with a persuasive tone