Bsbmgt616-Bsbmgt617-Bsbmkg609 Student Assessment Tasks

Assessor Marking Guide
BSBMGT616 Develop and implement strategic plans

BSBMGT617 Develop and implement a business plan
BSBMKG609 Develop a marketing plan
BSBMGT616-BSBMGT617-BSBMGT609 Cluster Student Assessment Tasks
Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 6
Assessment Task 1: Written Questions 7
Assessment Task 1 Checklist 12
Assessment Task 2: Strategic Plan project 14
Assessment Task 2 Instructions as provided to students 16
Assessment Task 3: Develop and implement a business plan 23
Assessment Task 4: Business performance monitoring 32
Assessment Task 5: Coaching meeting 37
Assessment Task 6: Marketing plan project 42
© RTO Works 2020 SELC Career College Australia RTO: 91721 SELC-BSBMKG609-BSBMGT616-BSBMGT617-AT-V2019.1.2 Page 2
Assessment Information
The assessment tasks for BSBMGT616 Develop and implement strategic plans, BSBMGT617 Develop
and implement a business plan and BSBMKG609 Develop a marketing plan are included in this Student
Assessment Tasks booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment Plan
Assessment Task Overview
1. Written questions Students must correctly answer all questions.
2. Strategic plan project Students must conduct research, meet with management and
develop a Strategic Plan for a case study organisation.
3. Develop and implement a Students must participate in a meeting to discuss the development of
business plan a business plan for the same case study organisation and then
conduct research, develop and submit a business plan and then
implement the business plan.
4. Strategic and Business plan Students must analyse performance data and review and report on
performance monitoring performance indicators.
project
5. Coaching meeting Students must review system processes and procedures and provide
coaching to staff.
6. Marketing plan project Students must develop a Marketing Plan for the case study
organisation and present it to the management team.
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
When you have read and understood this unit’s assessment tasks, upload your answer file/s into Moodle.
You will receive feedback from your assessor via Moodle.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s
assessment appeals process.
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with
unfairly or have other appropriate grounds for an appeal
Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a logical manner.
Each should include:
 Course identification code
 Assessment Task number
 Document title (if appropriate)
 Student name
 Date it was created
For example, BSBMGT616-BSBMGT617-BSBMKG609 AT1 Written Questions Joan Smith 20/10/20
Additional Resources
You will be provided with the following resources before you begin each Assessment Task.
Assessment Task 2
 Strategic Plan Template
Assessment Task 3
 Business Plan Template
 Employment Agreement Template
 Induction checklist
Assessment Task 4
 Business Monitoring and Evaluation Report Template
Assessment Task 6
 Marketing Plan Briefing Report Template
 Marketing Plan Template
Assessment Instructions
Before downloading your assessment from Moodle, you must read and understand Student Assessment
Agreement. When you have read, understood and completed this unit’s assessment tasks, you need to tick
() the checkbox to accept the submission statement (Student Assessment Agreement & Student
Declaration) before uploading student Assessment answer file/s. You must click Save Changes on Moodle
to complete the submission process.
You will also receive feedback from your assessor via Moodle. The Assessment Task will be marked as
Satisfactory (S) or Not Satisfactory (NS). If your work has been assessed as being not satisfactory, your
assessor will upload feedback file into Moodle explaining reasons why. Your assessor will also discuss this
verbally with you and provide advice on re-assessment opportunities as per.
your RTO’s re-assessment policy.
Depending on the task, this may include

 resubmitting incorrect answers to questions (such as short answer questions and case studies)
 resubmitting part or all of a project, depending on how the error impacts on the total outcome of
the task
 redoing a role play after being provided with appropriate feedback about your performance
 being observed a second (or third time) undertaking any tasks/activities that were not
satisfactorily completed the first time, after being provided with appropriate feedback.
Assessment Task Information

This gives you:
 a summary of the assessment task
 information on the resources to be used
 submission requirements
 re-submission opportunities if required
Assessment Task Instructions

These give questions to answer or tasks which are to be completed.
Your answers need to be typed up using software as indicated in the Assessment Task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment
task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the unit identification
number, the task number, your name and the date.
Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation
before beginning the assessment task. It will give you a good idea of what your assessor will be looking for
when marking your responses.
Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom.
A time limit of 3 hours to answer the questions is to be provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email attachment.
Required
 Access to textbooks/other learning materials
 Computer and Microsoft Office
 Access to the internet
Timing
Your assessor will advise you of the due date of this assessment.
Submit
 Answers to all questions
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task
satisfactorily.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.
Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell
you how you should answer the question. Use the definitions below to assist you to provide the type of
response expected.
Note that the following guidance is the minimum level of response required.
Analyse – when a question asks you to analyse something, you should do so in in detail, and identify
important points and key features. Generally, you are expected to write a response one or two paragraphs
long.
Compare – when a question asks you to compare something, you will need to show how two or more things
are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected
to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things
are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write
a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or
features and express some form of critical judgement. Generally, you are expected to write a response one
or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities
or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should do so putting forward arguments
for and against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should
provide a detailed response with key points and features and provide critical analysis. Generally, you are
expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something
happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe
the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information
in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally,
you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the
main points. Generally, you are expected to write a response a few sentences long.
Provide answers to all of the questions below:
1. Give three examples of risks that should be taken into account in developing and implementing
strategic plans.
It could be possible to have into mind:
Marketing risk: it is possible that the product or service to be promoted do not take the success expected
Change management: this involves employees being resistant to change or increase in employee turnover
Innovation risk: it is possible that the innovation in the company is slowly in comparison with other
competitors
2. Give two examples of risk management strategies that can be used when developing and
implementing strategic plans.
Avoiding the risks this means eliminating it. Or using a completely different approach. For example in the
case of strategic plans a risk can be increase of turn over, the elimination of this could be evidence when in
the contract of the employee is stipulated the commitment to be for a certain period of time in this way
eliminating the risk of being retired,
Other option is reducing the risk associated with it, the idea is to diminish the impact the way to do this is for
the case of risk of turn over, to implement economical incentives in order to retain the employee to the
strategic plan and make he can be involved in taking decisions with the aim of reduce his intentions of
abandon the company
3. Give an example of a risk management strategy that can be used to manage intellectual
property risks inherent in strategic planning.
For example the vulnerability of the software that has and contains the product with the intellectual property,
if this is digital source, this can be stolen by other competitors through internet, the way to implement a
protection and diminish the risk is through an antivirus.
4. Outline the purpose of a SWOT analysis for strategic/business/marketing planning, including
how a SWOT analysis is conducted and four examples of questions that could be used when
conducting a SWOT analysis.
Swot is the high level strategic planning model and helps the organisation in its strategic planning what is
doing well, what can be improved in internal and external perspective. It contains the acronym Strengths,
weaknesses, opportunities and threats.
The next are questions that can be done to answer each item of the SWOT analysis
 Strengths: What do we do best? What unique knowledge, talent, or resources do we have?

 Weaknesses: What could we improve?
 Opportunities: How can we turn our strengths into opportunities?
 Threats: What obstacles do we face?
5. Outline the purpose of conducting a PESTLE analysis as part of strategic/business/marketing

planning, including how a PESTLE analysis is conducted and four examples of questions that
could be used when conducting a PESTLE analysis.
A PESTLE analysis is often used as a broad fact-finding activity. It helps an organisation establish the
external factors that could impact decisions made inside the organisation
PESTLE is a mnemonic which in its expanded form denotes P for Political, E for Economic, S for Social, T
for Technological, L for Legal, and E for Environmental. It gives a bird’s eye view of the whole environment
from many different angles that one wants to check and keep a track of while contemplating a certain
idea/plan.
Questions that can be used to defined the PESTLE are:
What trading policies impact business?

What regulations must you follow, and have they changed in the last 5, 10, 20 years?
What environmental issues, if any, should be addressed (i.e eco-friendly resources/products, natural
disasters, etc)
6. List two internal sources and two external sources of information that a business could use to
find out about its market, competitors, customer base, vision, values and capabilities.
Internal Sources: sales report, forecast, budgets
External: statistics of competitors, surveys, trends
7. Explain the purpose of developing organisational values and two techniques that could be used
to identify values as part of the strategic planning process.
organisational values describe the core ethics or principles which the company will abide by, no matter what.
They inspire employees' best efforts and also constrain their actions
they way to identify values could be through:
 evaluation of current organisational culture
 review of the strategic business plan
 determination of the culture needed to achieve the plan
 decide if the values need to shift
 define the chosen values
8. Outline three reasons why a company may choose to develop a business plan and the key
steps involved in developing a business plan.
The reasons for developing business plan are:
 Understand the customer
 Evaluate the feasibility of the venture
 Document the revenue model.
Steps involved in developing a business plan are:

 Creating the executive summary: this includes the mission statement, the general company
information, highlights, products and services, financial information, future plans
 Creating the company overview: this includes things such as what does the business do, industry
and marketplace of the business
 Performing the market analysis: such as industry description, target market overview, target market
characteristics, market pricing, barriers, competitor research.
 Defining the business organisation
 Describe the products and services
 Explanation of the marketing and sales plan
 Detail the financial plan and projections
9. Outline five common components of a business plan.

Executive summary
This is your five-minute elevator pitch. It may include a table of contents, company background, market
opportunity, management overviews, competitive advantages, and financial highlights. It’s probably easiest
to write the detailed sections first and then extract the cream to create the executive summary. Try to keep it
to just a couple of pages.
Business description and structure

This is where you explain why you're in business and what you're selling. If you sell products, describe your
manufacturing process, availability of materials, how you handle inventory and fulfillment, and other
operational details. If you provide services, describe them and their value proposition to customers. Include
other details such as strategic relationships, administrative issues, intellectual property you may own,
expenses, and the legal structure of your company.
Market research and strategies

Spell out your market analysis and describe your marketing strategy, including sales forecasts, deadlines
and milestones, advertising, public relations and how you stack up against your competition. If you can’t
produce a lot of data analysis, you can provide testimonials from existing customers.
Management and personnel

Provide bios of your company executives and managers and explain how their expertise will help you meet
business goals. Investors need to evaluate risk, and often, a management team with lots of experience may
lower perceived risk.
Financial documents
This is where you provide the numbers that back up everything you described in your organizational and
marketing sections. Include conservative projections of your profit and loss statements, balance sheet, and
your cash flow statements for the next three years. These are forward-looking projections, not your current
accounting outputs.
Reference: https://www.thehartford.com/business-insurance/strategy/writing-business-plan/main-
components
10. Outline three areas that the initial business planning process may address
Mission statement, history and objectives
11. Describe the relationship between performance objectives and key performance indicators in a
business plan.
The key performance indicators will help to know about the progress of a business plan and if it will be
progressing enough to obtain the performance objectives.
12. Explain why it is important for a business to use a range of performance measures within its
business plan.
To know about the progress of a busines plan and if it is possible to detect the differences and take actions
when needed in order to achieve the business objectives
13. If a business plan has an objective of improving customer satisfaction, describe three
performance measures that could be used to measure customer satisfaction.
The three performance measures could be:
Time of answer of the customer service
Target of a customer complaints less than 95%
Increase in positive feedbacks
Positive outcomes of successful purchases in 95%
14. Describe the balanced scorecard approach in relation to performance measurement.

The balanced scorecard is a strategic management performance metric that is used to identify and improve
various internal business functions and the resulting external outcomes. This is used to measure and
provide feedback to organisations. Data collection is crucial for providing quantitative results as managers
and executives are into gather to interpret the information and use it to make better decisions for the
organisation
15. Outline key stakeholders who may be involved in business planning.

Investors – owners, bank or investment company
Business people – in companies working cross-culturally in your business or industry
Business consultant – someone with specialist knowledge
Colleagues – management and staff
Customers – those likely to be your clients
Suppliers – of essential materials and services for your business
Community – local society and also the physical environment
16. Outline how strategic alliances can provide options for marketing opportunities and include two
examples of alliances (also known as cooperative business models) that can be formed
between businesses.
 Forming economies of scale
 Enhancing competitiveness
 Dividing risks Setting new standards for technology
 Entering new markets Overcoming the competition in a market
 Overcoming the competition in a market
Original article: http://www.tradeready.ca/2014/fittskills-refresher/8-reasons-forming-strategic-global-

business-alliances/
Examples of alliances can be Uber and Spotify

Starbucks and target
17. Outline how the development of existing products or services can provide marketing opportunity
options for a business, both in existing and new markets. Relate your answer to relevant
diversification strategies from the Ansoff matrix.
Through the next features:
Existing markets and products: market penetration strategy

Existing market -new product: product development strategy
New market and existing product: market development strategy
New market and new product: diversification strategy
18. Outline how a takeover can create options for marketing opportunities for a business.
A takeover occurs when an acquiring company successfully closes on a bid to assume control of or acquire
a target company.
Takeovers are typically initiated by a larger company seeking to take over a smaller one.
Takeovers can be welcome and friendly, or they may be unwelcome and hostile.
Companies may initiate takeovers because they find value in a target company, they want to initiate change,
or they may want to eliminate the competition.
Reference: https://www.investopedia.com/terms/t/takeover.asp
19. Outline key information that a franchiser should consider providing when marketing their
franchise opportunity.
It is important to evaluate features such as:
 The market
 The company history
 Financial statements
 Level of investment
 Training and support
 Territory
 Royalties
 Restrictions
 Suitability
 Exist strategy
20. Outline how a company can use the establishment of a new business as an opportunity for
marketing. Provide an example to illustrate your answer.
If they have new products it can be new and fresh to attract clients, this can be positive when it comes to
invest in new businesses with new ideas.
Example: - Amazon.Com diversifying out of books to all types of products, eg. digital cameras
21. Outline two other marketing opportunity options that a business could choose to pursue other
than options explored in the questions above.
Another option could be product development, it means changing the package, developing additional
flavours, colours and other features of the product for example for the case of the coke it is possible to see
the diet coke
Other option could be developing the market penetrating the market to get more what you have now.
22. Explain the importance of the product life cycle concept in marketing. Name and explain each of
its stages.
The product life-cycle is an important tool for marketers, management and designers alike. It specifies four
individual stages of a product’s life and offers guidance for developing strategies to make the best use of
those stages and promote the overall success of the product in the marketplace.
The five stages of the product life cycle are:
Development: in this stage the costs are accumulating with no revenue.

Introduction: it is about developing a market for the product and building product awareness
Growth: in this stage the product has been accepted by customers, companies are striving to increase
market share
Maturity: Competition increases, so product features may need to be enhanced to maintain market share.
Decline: The decline stage of the product life cycle is associated with decreasing revenue due to market
saturation, high competition, and changing customer needs.
23. Explain the importance of considering the marketing mix when bringing products or services to
the market.
Marketing mix is a set of actions a business takes to build and market its product or service to its customers.
It helps to make sure that you are able to offer your customers the right product, at the right time and at the
right place for the right price.
24. As most businesses have the objective to sell as many products as possible, outline key factors
that a company should consider in determining the product component of the marketing mix.
Product is a good (such as music players, shoes etc.) or service (such as hotels, airlines, etc.) that is offered
as a solution to satisfy the needs of your customer.
When developing the product, you need to consider its life cycle and plan for different challenges that may
arise during the stages of it. Once the product reaches its final stage (sales decline phase), it’s time to
reinvent the item to win the demand of the customers again.
https://creately.com/blog/diagrams/elements-of-marketing-mix/#:~:text=Importance%20of%20Marketing
%20Mix&text=Helps%20understand%20what%20your%20product,strengths%20and%20avoid
%20unnecessary%20costs
25. Outline the importance of the pricing strategy for a business and two types of pricing strategy
that a company could use.
The next element of the marketing mix is the price your customer is willing to pay for your product. This
helps determine the profit you will be able to generate.
When setting a price for your product, consider how much you have spent on producing it, the price ranges
of your competitors, and the perceived product value.
Two types of pricing could be:
Penetration pricing: price is set artificially low to gain market share quickly. This is done when a new product
is being launched. It is understood that prices will be raised once the promotion period is over and market
share objectives are achieved. Example: Mobile phone rates in India; housing loans etc.
Economy pricing: no-frills price. Margins are wafer thin; overheads like marketing and advertising costs are
very low. Targets the mass market and high market share. Example: Friendly wash detergents; Nirma; local
tea producers.
https://economictimes.indiatimes.com/definition/pricing-strategies
26. Outline two types of promotional strategies that a business could use.
Social Media Promotion.
Mail Order Marketing.
27. Outline three common distribution strategies that can be used as part of the marketing mix.
Intensive Distribution: As many outlets as possible.
Selective Distribution: Select outlets in specific locations.
Exclusive Distribution: Limited outlets
28. Outline why a business may choose to use an undifferentiated marketing strategy.
Business doing undifferentiated marketing requires less spending. A company can use one type of
marketing for mass people. While planning, it requires less investment in research and development as
there’s no need to focus on something different and less time-consuming.
Undifferentiated marketing helps a business to reach mass people who could not be done with a specific
target market.
29. Outline why a business may choose to use a concentrated marketing strategy.
Concentrated marketing is particularly effective for small companies with limited resources because it
enables the company to achieve a strong market position in the specific market segment it serves without
mass production, mass distribution, or mass advertising
https://www.marketing91.com/concentrated-marketing/#:~:text=Concentrated%20marketing%20is
%20particularly%20effective,mass%20distribution%2C%20or%20mass%20advertising.
30. Explain the process that a marketer can use to ensure that marketing strategies, approaches
and the marketing mix align with an organisation’s strategic objectives. Provide an example to
illustrate your response.
Start with SMART marketing objectives to increase sales, build brand awareness, etc.
Build a marketing plan that is measurable and achievable.
Write down specific KPIs to track your marketing goals in real-time.
Align your goals with strategic objectives like market share, conversion rates, and lead generation.
Create content based on the marketing goals you outlined above.
https://www.strategybeam.com/blog/how-to-align-your-marketing-strategy-with-your-business-
goals/#:~:text=Start%20with%20SMART%20marketing%20objectives,conversion%20rates%2C%20and
%20lead%20generation.
and the marketing mix meet legal and ethical requirements. Provide an example to illustrate
your response.
That they can comply the legislation of the marketing such as
Australia's Do-Not-Call Register for Telemarketing

Anti-Spam Legislation
Privacy Legislation in Australia
Advertising Standards Regulation in Australia
Intellectual Property in Australia:
Trade marks, Patents, and Copyright
and the marketing mix are achievable for an organisation. Provide an example to illustrate your
response.
This can be done through marketing KPI for example promotion to increase the sales in 10% for a company.
Assessment Task 1 Checklist
Student’s name:
Completed
Did the student provide a sufficient and
successfully Comments
clear answer that addresses the
suggested answer for the following? Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13
Question 14
Question 15
Question 16
Question 17
Question 18
Question 19
Student’s name:
Completed
Did the student provide a sufficient and
clear answer that addresses the
suggested answer for the following? Yes No
Question 20
Question 21
Question 22
Question 23
Question 24
Question 25
Question 26
Question 27
Question 28
Question 29
Question 30
Question 31
Question 32
Task Outcome: Satisfactory  Not Satisfactory 

Assessor Name
Assessor Signature
Date
Assessment Task 2: Strategic Plan project
Task summary
For this assessment task you are required in the role of General Manager of Ozhouse Clean to meet the
management team to confirm the organisation’s vision and mission and values and to seek approval for the
development of the organisation’s new Strategic Plan, as well as discuss strategic directions and operational
priorities.
You are also required to conduct a PESTLE analysis and a SWOT analysis to inform the development of the
Strategic Plan and then develop a Strategic Plan.
This assessment is to be completed in the simulated work environment in the RTO.
Required
 Computer with Microsoft Office and internet access
 Meeting space
 Management team (your assessor)
 Strategic Plan Template
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Email summarising outcomes of meeting.
 Email with SWOT and PESTLE analysis attached
 Email with Strategic Plan attached
 Email with Updated Analysis and Updated Strategic Plan attached
 Submit all answers
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
the assessment.
Assessment Task 2 Instructions as provided to students
Carefully read the following:
Ozhouse Clean is based in Sydney and offers professional, residential cleaning services, including regular
home cleans, as well as spring cleans.
The company was established in 2005 and is a family business established and operated by James and
Nancy Anderson. James and Nancy are the Directors of the company and finance any business expansion
themselves.
Their daughters, Amanda and Sarah, are also employed by the company and manage the business for their
parents who are not involved operationally. Amanda is the Operations Manager and Sarah is the
Administration Manager. You have been brought on as a General Manager to help the business reach its
goals.
The company sees its point of difference from competitors as being a small family business, with a focus on
quality and happy and contented staff and customers. The management team understands this point of
difference may need to change as the business grows. There may need to be more management or
administrative staff employed, for example, while Amanda manages marketing, she is not skilled in this area
and is very busy with the operational side of the business, so a skilled marketing officer may be needed.
Currently target customers are consumers located in the greater Sydney area. Target customers are people
who want a professional, trustworthy and immaculate cleaning service. Pricing reflects that of competitors.
The company employs 15 cleaners, all of whom are part-time contract staff working between 10 and 15
hours a week. The company currently has approximately 70 regular clients, based around Melbourne inner
city. These clients require regular home cleaning, either weekly or once every two weeks for 3 to 6 hours. A
standard hourly rate of $40 is charged. Staff receive an hourly rate of $25 per hour. The cost of the products
provided to staff for cleaning, including equipment and ongoing supplies such as cleaning products, works
out to be approximately an additional $2 per hour on top of the rate paid to staff. The company is also
considering whether it may be wiser to move to employing a number of full-time, permanent cleaning staff.
This is partly because there is a high turnover of casual staff and little loyalty to the company. Staff costs for
employing a full-time cleaner is $55,000 per year, including superannuation payments.
All ongoing cleaning supplies are currently purchased from Total Cleaning Supplies in Melbourne. However,
as this company does not currently offer environmentally friendly products for use in cleaning, a different
supplier needs to be identified. It is estimated that the purchase of these products will be an additional
$10,000 per month. The products cost double the amount of the non-environmentally friendly products.
However, an exciting new initiative has emerged and Ozhouse Clean has almost completed the
manufacture of environmentally friendly cleaning products which it intends to use, as well as supply to
customers through an online website. It has also emerged that there may be a possibility to sell these
products overseas too due to the popularity of Australian environment products generally. However, this
project won’t be for another 12 months.
Sales revenue for the company for the financial year ending 2019 is $360,000 with a gross profit margin of
$40,000. Labour costs are a significant part of the business, representing 70% of total costs. Average debtor
days are currently 40 days.
Currently, marketing is via a website, but a large proportion of the company’s work comes through word of
mouth from existing customers. Social media is not used currently to market the business.
The company understands that in this period of growth and expansion, it needs clear plans. While it has
developed an operational priorities plan, the information in the plan is limited and is for the upcoming year
only.
The following information is included on its web site about its mission, vision and values:
Mission
Ozhouse Clean is committed to providing the highest quality product to all its clients.
Vision
We are constantly working to establish ourselves as the most respected and sought-after supplier of
cleaning services.
Values
Respect: taking time to understand and value each of our customers and respecting their choices.
Responsibility: acting with integrity towards our staff, our customers, the community and the
environment.
Caring: a duty of care for our staff, customers and the environment.
Excellence: to always look to provide the best quality product and customer service.
Integrity: to act with honesty, openness and do what we say we will do.
Innovation: to be industry leaders.
Complete the following activities:
1. Prepare for meeting with team.

Carefully read the scenario information, including the information about the organisational
mission, vision and values and business objectives.
Conduct research about developing mission, vision and value statements, as well as formulating
strategic objectives. Identify some examples of these statements/objectives from at least two
other companies. Compare the vision, mission and value statements to those of Ozhouse
Clean. Make notes about whether you think the existing mission, vision and value statements
are clear enough to guide operations. You will need to share your thoughts at the meeting with
the management team, as well as listen to the management team’s ideas.
You should also make notes about the key business strategies and research best practice
techniques for formulating strategic objectives.
33. Meet with the management team (your assessor)

The management team is meeting to discuss the organisational vision, mission and values
statements, as well as business objectives.
Share the ideas you researched for activity 1 and listen to the ideas provided by the team.
In addition, discuss your ideas about key business strategies and strategic objectives. Listen to
the ideas presented about actions to achieve strategic objectives, as well as performance
indicators.
During the meeting, demonstrate effective communication skills including:

 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding
34. Write a summary of the meeting outcomes.

Following the meeting, summarise the meeting outcomes in about half a page.
Having the meeting it is important to highlight the outcome of the meeting
Mission
Ozhouse Clean is committed to providing the highest quality product to all its clients.
Vision
We are constantly working to establish ourselves as the most respected and sought-after supplier of
cleaning services.
Value statements
Respect: taking time to understand and value each of our customers and respecting their choices.
 Responsibility: acting with integrity towards our staff, our customers, the community and the
environment.
 Caring: a duty of care for our staff, customers and the environment.
 Excellence: to always look to provide the best quality product and customer service.
 Integrity: to act with honesty, openness and do what we say we will do.
 Innovation: to be industry leaders.
Strategic objectives
The possible strategic objectives for the company Ozhouse could be:
 Increase skills in the managers of the company

 Increase the use of environmentally friendly products for use of cleaning
 Use of the social media to market the business
 Development of expansion plans for the company
2. Send an email to the Management Team (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite,
business-like) style.
The email text should confirm the organisational vision, mission and values as discussed at the
meeting.
You should also report on the cooperative venture as discussed at the meeting.
It should also request approval to proceed to developing the strategic plan based on the agreed
vision, mission and values, as well as strategic objectives.
Dear Management team
I write you to inform you and confirm the organisational vision, mission and values as discussed at the
meeting. I attach what was discussed in the meeting.
I require you through this email the approval to proceed to developing the strategic plan based on the
agreed vision, mission and values as well strategic objectives.
Many thanks
Diego Espinal
Assistant
3. Research Ozhouse Clean’s customers and competitors.

Identify sources of information to use to research Ozhouse Clean’s market, competitors and
target customers.
Note down at least 3 sources of information. You will need to record these information sources
in your SWOT and PESTLE analysis.
Using the information that you have developed, research trends and development in the industry
and competitors, potential new and emerging markets, competitors and any other relevant
factors.
Research and review potential cooperative ventures as discussed at the meeting.

This should include their risks and benefits.
The sources of information will be web pages, trends and legal web pages about the cleaning industry.
Competitors are:
Jarvis: Jarvis is an Australia-wide home services company that connects clients with the best local
professionals - from housekeeping to furniture assembly. https://www.getjarvis.com.au/
Maid to clean: We’re the first Melbourne cleaning service to have a completely online booking platform.
Simply jump to our pricing page, choose an hourly or flat rate service and click a book now button. We’ll take
care of everything else. https://www.maidtoclean.com.au/who-we-are/
Trends
Commercial Cleaning Services in Australia industry trends (2015-2020)

poll Average industry growth 2015–2020: 0.9%
The Commercial Cleaning Services industry has had a mixed performance over the past five years, with
growth over the three years through 2018-19 being offset by declines in 2019-20 and 2020-21 associated
with the COVID-19 pandemic. Industry revenue is expected to decrease at an annualised 0.4% over the five
years through 2020-21, to $11.7 billion. This includes an expected decline of 1.1% in the current year,
https://www.ibisworld.com/au/industry/commercial-cleaning-services/574/
legislation requirements cleaning industry

The Commonwealth Cleaning Services Guidelines (Guidelines) are issued by the Minister for Tertiary
Education, Skills, Jobs and Workplace Relations under Regulation 7B of the Financial Management and
Accountability Regulations 1997 (FMA Regulations)[1]. These Guidelines must be complied with by
Australian Government officials.
The purpose of these Guidelines is to prescribe certain circumstances in which Australian Government
agencies must decline to accept a tenderer’s proposal or enter into a contract with a tenderer in relation to
an Australian Government Cleaning Services Contract (AGCSC) as defined at Section 6 of these
Guidelines.
https://www.legislation.gov.au/Details/F2011L02575/Html/Text#_Toc307819282
35. Develop a SWOT and a PESTLE analysis

These should outline all of the internal and external factors that will impact on the Strategic Plan
based on your research.
Begin a new Word document for the analyses. Save it as SWOT and PESTLE Analysis.
Submit this work to your assessor.
Your assessor will review your analysis and provide feedback as required.
SWOT
Strength
Include a range of services such as residential cleaning services, including regular home cleans, spring
cleans.
It has extended experience in the cleaning industry from 2005.
Family business with focus on quality
Weaknesses
Lack of skilled employees
Social content has not been explored yet
Opportunities
Training to be certificate in skills to expand the business
It is only in Sydney but can be placed in other cities
To change the contract of employees to full time to increase loyalty
Threats
COD 19, makes this types of company can not be run in place such as Victoria
There are more huge competitos such as Jarvis and Maid to clean
PESTLE
Political
Payment of the taxes if the employees are going to become full time
Economic
Definition of the current currency in Australian Dollars
Social
Services for clients that are professionals, or families able to pay 40AUD per hour
Technological
Use of the social media to promote the services
Use of internet and app to promove and run the services
Environmental
Implementation of ecofriendly products in the company
Legal
Following the guidelines for cleaning companies
36. Update your PESTLE and SWOT analysis

Revise these to reflect with any feedback provided by your assessor.
Save this document as Updated Analysis.
37. Develop the Strategic Plan.

Once you have received feedback from your assessor, proceed with developing the Strategic
Plan. Using the template provided by your assessor.
You will need to make sure you complete all sections of the Plan and use clear and concise
English.
Your strategic plan will need to include specific actions to include each of the strategic
objectives.
You must include responsibilities and timelines for each action, as well as key performance
indicators.
Each of the actions should be ordered commencing with the most urgent action first.
38. Send an email to your assessor.
In your email, provide a brief overview of the actions that need to be taken over the next 12
months to achieve objectives, as well as the staff that will be involved.
The email text should summarise the contents of the attachment and seek their feedback.
Attach your strategic plan to the email.
Dear assessor
This email is to inform you that actions that need to be taken over the next 12 months to achieve objectives.
As well as the staff will be involved.
I attach the document so you can give me your feedback
Many thanks
Diego Espinal
Assistant
39. Update your Strategic Plan.

Revise your strategic plan, incorporating any feedback that you received from your assessor.
Save this document as Updated Strategic Plan.
40. Send an email to your assessor.

In your email, provide a brief overview of the changes that you made to your PESTLE and
SWOT analysis and to your strategic plan.
Attach your Updated Analysis and your Updated Strategic Plan to the email.
Dear assessor
This message is to inform you that the requirements of change for the PESTLE and SWOT ,and the
strategic plan were made I attach to this document
Many thanks
Diego Espinal
Assistant
Student’s name:
Completed
successfully
Did the student: Comments
Yes No
Meet with the management team to discuss

organisation mission, vision and values and
ideas for change or otherwise based on review
of at least 2 other companies?
During the meeting, demonstrate effective
communication skills including:
 Using non-verbal communication to assist
with understanding
 Asking questions to identify required
information
 Using active listening techniques to confirm
understanding?
Confirm organisational mission, vision and
values in writing?
Confirm approval to develop strategic plan?
Use suitable sources of information to inform

their PESTLE and SWOT analysis?
Conduct and report on a PESTLE analysis?
Conduct and report on a SWOT analysis?
Identify and report on potential cooperative
ventures, including risks and benefits?
Provide PESTLE and SWOT analysis for
feedback and incorporate feedback as required?
Develop strategic plan using SWOT and
PESTLE analysis?
Document agreed strategic mission, vision and
values, as well as strategic objectives?
Document actions to achieve strategic
objectives in the strategic plan, including
responsibilities, timelines and performance
indicators?
Provide strategic plan for feedback, including an
overview of each person’s role in achieving the
strategic plan?
Student’s name:
Completed
successfully
Did the student: Comments
Yes No
Assessor Name
Assessor Signature
Date
Assessment Task 3: Develop and implement a business plan
Task summary
In this assessment task, you are required, in the role of the General Manager, to participate in a meeting
with Senior Management to discuss the development of the Business Plan and then conduct research and
develop, submit and implement a business plan.
Required
 Access to sample business plans:
http://www.bplans.com/sample_business_plans.php
 Business Plan Template
 Employment Agreement Template
 Induction Checklist
 Space for a meeting
 Roleplay participant (your assessor)
Timing
Submit
 Email with business plan attached
 Email regarding skilled staff
 Screenshot of communication with online chat advisor of Business.gov.au
 Email with employment agreement attached
 Submit all answers
Assessment criteria
the assessment.
The Strategic Plan for Ozhouse Clean is now finalised. However, (much to your annoyance) the Directors
have just advised that they prefer to prefer to move away from the concept of a Strategic Plan and have a
Business Plan which they see as being more in keeping with what other organisations do. They have
advised that understand that much of the information already developed for the Strategic Plan can go into
the new Business Plan.
1. Develop business plan

Based on the Director’s decision you are required to develop the business plan using the
template provided. The template includes some of the information already developed in
Assessment Task 2 but there are some additional areas so carefully study the template.
Your business plan must be written in clear and concise English and you will be assessed on
this.
When conducting research and developing your business plan, use the following website:
https://www.business.gov.au/ developed by the Australian Government Department of Industry,
Innovation and Science as your technical advisor and make use of the chat function shown
here. Choose an area of the business plan you feel you need some assistance with, for
example, customer loyalty initiatives. Select the option “advice and information to help you and
your business, including small businesses and independent contractors” when accessing the
chat function so the advisor can direct you to the best information that suits your query.
Take a screen shot of your communication with the advisor and submit this to your assessor
along with any email communication they may have sent through.
Complete all of the following activities to develop a business plan (noting that you will already
have completed much of this work in Assessment Task 2) including:
 Identifying and analysing trends in demand for cleaning services, nationally as well as in the
local Sydney market.
 Identifying competitors in the market for Ozhouse Clean. Include information about at least
three competitors, providing a summary of their services, as well as explaining how their
services compete with Ozhouse Clean and any points of difference that will enable Ozhouse
Clean to stand out.
 Identifying and analysing target consumer needs for specific types of cleaning services e.g.
environmentally friendly cleaning services. This may be through identifying secondary
satisfaction of data or through a review of social media, for example. Make sure you add a
customer satisfaction survey to your action plan as an immediate task that the General
Manager will be responsible for. This is so you can complete an activity further on in this
assessment.
 A SWOT analysis.
 Identifying and evaluating alternative pricing strategies to current pricing strategies as per
the scenario information.
 Identify potential marketing strategies for existing residential services, as well as commercial
and environmentally friendly cleaning services. This may be through reviewing how
competitors market their services, as well as identifying effective marketing strategies.
 Identifying any permits or licences that are required for commercial cleaning and
environmentally friendly cleaning services.
 Identifying suppliers of environmentally friendly cleaning products that can provide Ozhouse
Clean with products. Identify at least three options, including the supplier contact details and
summary of products offered.
 Identifying key activities and required financial, physical and human resources requirements
based on analysis conducted in the action plan.
 Identifying the additional staff that will be required to manage the expansion into contract
cleaning and environmentally friendly cleaning services. Actions included in the business
plan should show how this will be achieved in terms of identifying staff needed, the
qualifications and experience they require, recruiting the required staff, and inducting staff.
 Identifying key performance indicators that can be used to assess both the financial and
non-financial performance of the business.
2. Send an email to the management team (your assessor)

The directors of the company have approved the business plan and have asked you to begin
implementation. Your first task is to email the management team the approved business plan.
It should introduce and summarise the contents of the attachment.
The email text should explain that the business plan is going operational and provide a brief
overview of the timelines for implementation and key performance requirements. Your email
also needs to ensure that the Operations Manager and the Administration Manager are
equipped and prepared to begin implementation of the action items assigned to them.
Attach your business plan to the email.
3. Assist Amanda with an implementation task

Amanda has approached you for assistance with the customer satisfaction survey she is
responsible for as she doesn’t have a lot of marketing experience. Partner up with one of your
classmates and together develop a customer satisfaction survey which you can generate to
customers through Survey Monkey.
Create a new Word document for this activity, and name it accordingly.
The questionnaire should fit on one side of an A4 page.
Develop between 6 - 8 questions that measure customer satisfaction and can be answered on a
sliding scale from 1 (which is don’t agree at all) to 10 (which is totally agree).
Use language that is polite and friendly. There should be a space under the questions for
responders to give written feedback.
During this activity you need to take turns training each other:
 Part 1 – team member 1 role plays Amanda while team member 2 coaches her on
developing a survey in a Word document
 Part 2 – team member 2 role plays Amanda while team member 1 coaches her on how
to upload the survey to SurveyMonkey and distribute.
Your assessor will be looking to see that you can effectively coach and train someone by
demonstrating, assisting and guiding.
Send your survey to your assessor.
4. Onboard a new employee

Read the following:
Amanda has completed her task and has received responses. Management has discussed it
and they let you know that this is related to the reliability of contractor staff as has been
previously discussed. The time has come to appoint one of the contractors as a fulltime
employee to ensure the business is adequately equipped to deal with current and new
customers.
A suitable contract cleaner has been identified and they have agreed to the fulltime job offer and
conditions.
Prepare the employee contract template included in your resource folder in the relevant sections
using the information below:
Employee: David Smith, 5 Wellington Way, Melbourne 3000

Working hours: 9 am – 5pm.
38 hours per week
Fortnightly payment basis
5. Send an email to the employee (your assessor).

It should introduce and summarise the contents of the attachment and ask them to read through
and return the contract if happy with its content. Inform them of a training session they need to
attend with Amanda as part of the induction process which will occur next Monday at 9am.
Provide a summary of the training as taken from the induction checklist included in your
resources folder and let them know they can direct any questions they have to Amanda who will
be their direct manager moving forward.
Student’s name:
Completed
Did the student: successfully Comments
Yes No
At the meeting, discuss the identified business vision,
mission and values based on evaluation of the
scenario information and operational plan?
At the meeting, discuss the identified objectives and
key performance indicators based on evaluation of the
scenario information and operational plan?
Provide all information in user-friendly terms?
Explain the purpose of a business plan and its
benefits?
 Using non-verbal communication to assist with
understanding
information
understanding?
Conduct research and develop a business plan that

includes the mission, vision, values, and objectives and
key performance indicators as well as:
 Trends for cleaning services, nationally and
locally?
 Competitors in the market?
 Target customers and their needs?
 Alternative pricing options to?
 Marketing strategies for existing residential
services, commercial and environmentally friendly
services?
 Research into any required permits or
licences?
 Suppliers of environmentally friendly products?
 Identifying potential key activities and required
financial, physical and human resources
requirements based on analysis conducted
 Identifying key performance indicators?
Develop a three-year business plan written in clear and
concise English?
Communicate with the technical advisor and receive
assistance where necessary?
Student’s name:
Completed
Yes No
Provide the management team with the business plan
and summarise actions and tasks they are responsible
for ensuring they are equipped and supported to
implement their tasks?
Assist the Operations manager effectively to complete
the Customer Service questionnaire and send out to
clients (the assessor) and provide training while doing
so?
Implement the business plan and ensure skilled labour
is available by onboarding the contract cleaner?
Assessor Name
Assessor Signature
Date
Assessment Task 4: Business performance monitoring
Task summary
This assessment task requires you to monitor and evaluate the performance of the business, review
performance indicators and evaluate the strengths and weaknesses of the business plan. You will be
required to provide a report on their analysis to the management team.
Required
 Business Monitoring and Evaluation Report Template
Timing
Submit
 Email with evaluation report attached
Assessment criteria
the assessment.
Carefully read the following.
It is one year since the business plan was implemented and as the General Manager, you are reviewing the
performance of the business against the performance indicators identified in the plan, testing performance
indicators used and recommending changes to performance indicators as provided.
You have also been asked to provide an overall evaluation of the strengths and weaknesses of the business
plan to date (this will be the business plan you developed for Assessment Task 2).
Assume that the performance indicators identified in the business plan are as follows:
 A 20% increase in total sales revenue.
 A gross profit margin of 20%.
 Reduction of 50% in debtor days
 10 new commercial customers in the first year of the business plan.
 Reduction of 10% of workforce turnover based on employing two full-time permanent cleaners, as
well as increasing wages to above award.
Data provided by the accountant for this financial year show the following figures:
 Total sales revenue: $450,000
 Total cost of sales: $320,000
 Debtor days: 30
 15 new commercial customers
The Administration Manager has advised you that at least 10 of the previous residential customers no longer
use the company’s services, so while sales revenue has increased, the sales revenue attributable to
residential sales has declined.
In addition, follow up emails to the customers who no longer used the services indicated the following
responses to the question asked about why they no longer use the services:
 Moved interstate: 1
 Dissatisfied with the quality of cleaning services provided (not enough attention to detail, cleaner
finishing earlier than time paid for): 5
 Moved to a competitor as better service and price offered: 4
1. Prepare to develop monitoring and evaluation report

Review the scenario information.
Develop an outline for your report ensuring that:
 Your report will address a balance of both financial and non-financial information on
business performance as per the scenario information.
 To assist in making the information as user friendly as possible, your report should include
visual information to show how the business has performed such as graphs or charts.
Ensure that you provide your report according to the timelines set by your assessor to show that
you can provide timely reports. You will be assessed on this.
2. Develop a business monitoring and evaluation report

Your report should include the following:
 An overview of business performance based on the data provided for this year, as well as
the data provided for the previous year (as documented in the scenario information for
Assessment Task 2).
 An analysis of business performance to determine if the performance indicators have been
achieved.
 An evaluation of the non-financial information gained from the survey, impact on the
business and variations that could be made to the business plan based on this information.
 A review of additional performance measures that can be used to measure customer
retention and customer satisfaction based on the decrease in residential customers as
advised in the scenario information.
You will need to research the range of performance measures that could be used and report
on performance indicators that you consider to be suitable.
Your report should include a clear explanation of the performance indicators and your
rationale for using these indicators.
 An evaluation of the strengths and weaknesses of the business plan (the plan you
developed for Assessment Task 2) and recommended improvements.
Review the information at the link below (paste the link into your browser if the link is not
working directly) and for each component of your business plan.
Provide an assessment of your plan, noting that some areas may not have been covered.
Provide an overall assessment of the strengths and weaknesses of your plan based on your
assessment.
http://coba.belmont.edu/fac/schenkelm/etp3000/Course_Documents/Business%20Plan
%20Assessment%20Template.pdf
 Provide a summary of recommendations for the upcoming year based on your evaluation as
above, as well as required changes to the business plan.
Use the Business Monitoring and Evaluation Report Template to guide your work.
Submit your Report to your assessor.

Student’s name:
Completed
Did the student: Yes No
Analyse business performance as per the data
provided (current and previous year) and
against the performance indicators included in
the business plan?
Analyse and report on both financial and non-
financial performance?
Report on any system/product failures?
Assess current performance indicators?
Research and recommend revised
performance indicators?
Recommend variations to the business plan
based on analysis of data and strengths and
weaknesses of the business plan?
Provide a clear and concise report accordingly

to set timelines on business performance using
available data?
Use visual aids to facilitate understanding of
the analysis of business performance?
Summarise recommendations for the year
ahead and amendments that should be made
to the business plan?

Assessor Name
Assessor Signature
Date
Assessment Task 5: Coaching meeting
Task summary
This assessment task requires you to provide coaching to a contract cleaner based on underperformance
identified as part of the review of performance against business plan objectives. At the meeting the
assessor, in the role of the contract cleaner, will provide you with some feedback which they will need to
respond to.
You will also be required to report to the management team on their actions and solutions.
Required
 Space for a meeting
 Roleplay participants
Timing
Submit
 Email containing meeting invitation
 Email summarising meeting outcomes and solutions agreed on
 Email containing report on actions and solutions
Assessment criteria
the assessment.
A review of the business’s performance against the performance indicators included in the business plan
identified that a number of residential customers no longer use the services of the business because of lack
of satisfaction with the quality of the service provided, specifically the level of cleanliness and attention to
detail.
As the General Manager, you are investigating this situation in relation to the contract cleaners who were
providing the cleaning for the customers who have ceased to use the services of the business.
You decide to set up a meeting separately with each of the contractors to investigate the situation and to
provide coaching on the expected level of performance. For this assessment task you only need to meet
with one of the cleaners.
Ozhouse Clean has the following expected level of performance in relation to cleaning services:
 All surfaces, including floors, bench tops and shelves cleaned so that they are free of dust and dirt.
 Rubbish bins emptied and cleaned.
 Shower screens and mirrors cleaned so they are free of soap build up and streaks.
 Only cleaning products provided are used.
 All cleaning services must be provided in the allocated time.
These performance standards are included in each person’s contract.
Now complete the following activities:
1. Send an email to the contract cleaner (your assessor).

The objective of the email is to prepare all participants for a meeting.
It should advise them that you would like to set up a meeting to discuss identified areas of
concern. Identify the date and time of the meeting.
3. Conduct meeting
Conduct the meeting at the specified time on the specified date with the contract cleaner (your
assessor will be playing this person), explaining to them what the problem is, why it is a problem
and how it impacts on the business. This meeting should be treated as a coaching session to try
and get the staff member to understand the issues and meet the required performance
standards.
At the meeting you must:

 Explain the purpose of the meeting
 Explain to the contract cleaner what the problem is.
 Discuss the level of performance expected by the company.
 Demonstrate your interpersonal and communication skills by:
o Keeping your communication clear and simple
o Asking questions to identify reasons for underperformance and to confirm information
provided.
o Listening to the contract cleaner and confirming and clarifying information shared
o Discuss and agree on a solution
4. Send an email to the contract cleaner (your assessor).

It should summarise the meeting and the solution agreed to.
The email should be sent within 1 day of the meeting.
5. Develop a report on actions and solutions

Write a report for the management team explaining the issues and the solutions you have
identified.
You should also identify any changes you consider should be made to the business systems or
process as well as to the business plan as applicable.
As a guide, your email should be approximately 3 paragraphs long.
6. Send an email to the management team (your assessor).

The email text should include your actions and solutions report.

Student’s name:
Completed
Did the student: Yes No
Communicate required information about
achievement of work performance standards?
Consult with the contract cleaner on the issues
identified, including clarification of details?
Demonstrate interpersonal and communication
skills including:
 Keeping communication clear and
simple?
 Asking questions to identify reasons for
underperformance and to confirm information
provided?
 Listening to the contract cleaner and
confirming and clarifying information shared?
Provide coaching in relation to required standards
of performance?
Identify and document solutions to address the
underperformance?
Report on solutions to address work systems and
processes?
Assessor Name
Assessor Signature
Date
Assessment Task 6: Marketing plan project
Task summary
This assessment task requires you, in the role of General Manager, to conduct research and develop a
Marketing Plan briefing report to inform the development of a Marketing Plan and then to develop and
present the Marketing Plan based on the Marketing Plan briefing report.
Required
 Briefing Report Template
 Marketing Plan Template
 Access to a meeting space
 Projector for PowerPoint presentation
 Roleplay participants (assessor and two students)
Timing
Submit
 Email with briefing report attached
 Email with draft marketing plan and marketing presentation attached
 Email with revised marketing plan attached
Assessment criteria
the assessment.
Ozhouse Clean is now in the next stage of development and wants to develop a Marketing Plan. Assume
that it is 18 months later and the new environmentally friendly products are selling through the web site.
With regard to the marketing of the cleaning services and products, the company is reasonably happy with
sales through the web site but would like to do more in the future, for example, through reviewing search
engine optimisation and to use social media to generate sales. The company is now in a strong financial
position and has a budget of around $150,000 for marketing for the upcoming financial year.
The company would like to add more products over time and is focussed on a range of products to meet
particular customer needs rather than a one-size fits all. The company is also interested in expanding
overseas. Research has identified that Japan may represent a good opportunity for the company, as it has
been identified there are good opportunities for products made from natural ingredients. The company has
also decided to target essentially the same group of consumers as for the Australian market, as it has
identified that a key group of consumers in Japan for products are middle-aged and older women who seek
functionality and higher-value-added items.
Regarding the company’s current promotional activities, successful promotional activities have been
advertisements on the various environmental products website and in the Natural Health magazine. There
have also been promotions as part of cleaning services with the focus on high quality products.
The management team has advised that its primary marketing objectives are:
 Increase the number of people who make a purchase of products while visiting the online store by
20%.
 Get the environmentally friendly products into retail outlets.
 To increase product awareness amongst the target market by 20%.
 To increase market share to 15%.
 To expand into at least one international market.
 To identify new products and new markets.
 To attain annual growth of at least 10% over the next three years.
Regarding market trends, the following have all contributed to the growth in popularity of natural-based
personal care products:
 health warnings
 environmental concerns
 ethical concerns
It is predicated that the environmental cleaning products industry will continue to grow strongly in the retail
sector. Cleaning products in general are also still growing strongly.
1. Write a marketing plan briefing report.

Revisit the Business Plan you developed in Assessment Task 3 and the scenario information
above.
Based on the plans, identify and evaluate least three potential marketing opportunities for
Ozhouse Clean and that align with organisational objectives.
The evaluation of each of the marketing opportunities that you identify should include the
following:
 The fit with organisation’s objectives.
 Risks of each of the marketing opportunities you have identified.
 Potential returns of each of the marketing opportunities. Returns can be identified in general
terms, for example, greater market share.
Identify and report on feasible marketing strategies that can be implemented for the marketing
opportunities you have identified, including strategies that:
 Address the four p’s of the marketing mix in accordance with the organisation’s marketing
objectives, including desired positioning.
 Align with organisational strengths as described in the case study information
 Are relevant to the three marketing opportunities you have identified
 Are consistent with the company’s ability to implement such marketing strategies given the
information provided in the case study.
The briefing report must include a clear rationale for your selection of marketing strategies
based on the above, and clearly demonstrate how the strategies align with the company’s
strategic objectives.
Following determination of the marketing strategies, you are required to plan and report on
marketing tactics for each of the marketing strategies you have identified.
This must include:
 Details of proposed marketing tactics to implement each strategy and rationale for such.
 Timing of the marketing tactics, staff roles and responsibilities and costs involved. Costing
should be developed in line with the budget outlined in the case study information. You
should research the cost of the marketing tactic you identified using the Internet to ascertain
general costs and record these in the briefing report.
 Recommended coordination and monitoring mechanisms that will be used to ensure that the
marketing tactics are implemented as required and according to timelines.
 How the proposed marketing tactics are achievable within the available budget and staff and
are relevant to the organisation’s marketing objectives.
 Legal and ethical issues that need to be considered in using the marketing tactics proposed
and how you have ensured these issues are addressed. The following codes and legislation
should be reviewed to assist in the identification of legal and ethical issues (depending on
the marketing tactics proposed):
http://aana.com.au/content/uploads/2014/05/AANA-Code-of-Ethics.pdf
http://apps.ami.org.au/About/code_of_conduct.asp
http://www.adma.com.au/comply/code-of-practice/
http://www.acma.gov.au/Industry/Marketers/Anti-Spam/Ensuring-you-dont-spam/key-
elements-of-the-spam-act-ensuring-you-dont-spam-i-acma
Develop and report on marketing performance measures to ensure performance against

marketing objectives and budget can be measured and allowing for adjustment against
measures as required.
Develop and report on strategies that can assist in increasing organisational expertise or
resources to address gaps in currently capability and marketing objectives as per the case study
information provided.
Use the Briefing Report Template to guide your work.
7. Send an email to the CEO via email (your assessor) with your briefing report attached.
The text of the email should be written in grammatically correct English, in an appropriate
(formal, business-like) tone.
It should seek feedback on the briefing report and request approval to develop the marketing
plan based on the report.
Attach your briefing report to the email.

The CEO will respond to your email and briefing report, providing ideas for incorporation as
required, and confirm approval to proceed to developing the marketing plan.
8. Develop a Marketing Plan.

Use the information from your marketing plan briefing report from Assessment Task 2, and the
Marketing Plan Template to develop the marketing plan. Notes in the Marketing Plan Template
will assist you to structure the required information.
You should also ensure that you your marketing plan addresses any feedback given to you by
your assessor at the end of Assessment Task 2.
You will be updating your marketing plan after discussing it with the CEO and senior
management team after your presentation, so save this version of your plan as Draft Marketing
Plan.
Print off three copies of your Draft Marketing Plan to provide to the CEO and senior
management team.
9. Develop a PowerPoint presentation.

When you have completed your Marketing Plan, develop a PowerPoint presentation to assist in
presenting the information from your Marketing Plan. Prepare a minimum of 15 slides that
include visuals such as images, charts, graphs or tables.
The presentation must address each section of your Marketing Plan, as well as clearly describe:
 How the Marketing Plan meets organisational and marketing objectives
 The proposed strategic marketing mix and rationale for such
 Overall marketing approach and rationale for such
 Information that supports the choice of identified marketing strategies and tactics
You may include notes within your presentation program to assist you in presenting.
Save this file as Marketing Presentation.
10. Send an email to the CEO (your assessor).

It should introduce and summarise the contents of the attachment and ask them for the place,
date and time of your presentation.
Attach your draft marketing plan and marketing presentation to the email.
11. Present your Marketing Plan.

Your assessor will roleplay the CEO and two other students will roleplay the senior management
team.
Prior to commencing your presentation, ensure you provide a printed copy of your Draft
Marketing Plan to the meeting attendees.
At the meeting, you will need to explain each part of the Marketing Plan and seek input and
feedback.
During the meeting you will need to demonstrate effective communication skills including:
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Using active listening techniques to confirm understanding
12. Update your Marketing Plan

Incorporate feedback provided by your assessor and the other students who attended your
presentation.
Save this document as Updated Marketing Plan.
Submit your final Marketing Plan to your assessor.
Student’s name:
Completed
Yes No
Conduct and report on a SWOT and PESTLE
analysis to inform the development of the marketing
plan, including identification of marketing
opportunities?
Identify and report on at least three marketing
opportunities based on a review of the scenario
information and SWOT and PESTLE analysis?
Evaluate and report on each identified marketing
opportunity including:
 The fit with organisation’s objectives as outlined
in the scenario information.
 Risks of each of the marketing opportunities you
have identified
 Potential returns of each of the marketing
opportunities – returns can be identified in
general terms, for example, greater market
share.
Develop and report on marketing strategies that:
 Address the four p’s of the marketing mix in
accordance with the organisation’s marketing
objectives, including desired positioning.
 Align with organisational strengths
 Are relevant to the marketing opportunities
identified
 Are consistent with the company’s ability to
implement such marketing strategies,
specifically existing staff and budget?
Provide a clear rationale for selection of marketing

strategies?
.
Determine and report on marketing tactics to be
used to implement marketing strategies including:
 An explanation of marketing tactics and rationale
for such.
 Timing of the marketing strategies, staff roles
and responsibilities and costs involved.
 Recommended coordination and monitoring
mechanisms to ensure that the marketing tactics
are implemented as required and according to
timelines.
 How the proposed marketing tactics are
achievable within the available budget and staff
 Legal and ethical issues that need to be
considered in using the marketing tactics
proposed?
Identify and report on recommended strategies to

review marketing performance, including marketing
metrics to be used?
Develop and report on strategies that can assist in

increasing organizational expertise or resources to
address gaps in currently capability and marketing
objectives?
Develop a marketing plan using the required

template and addressing all parts of the
template?
Present the marketing plan using PowerPoints
that includes:
 A detailed explanation of how the Marketing
Plan meets organisational and marketing
objectives
 Description of the proposed strategic
marketing mix and rationale for such
 Description of proposed marketing
approaches and their suitability
 Explanation of the identified marketing
strategies and tactics and rationale for such?

 Using non-verbal communication to assist
with understanding
information
understanding
Submit an updated marketing plan within 2

working days of the presentation that includes
the input provided from the management team?

Assessor Name
Assessor Signature
Date

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Assessor Marking Guide

BSBMGT616 Develop and implement strategic plans

Naming electronic documents

your RTO’s re-assessment policy.

Depending on the task, this may include

Assessment Task Information

Assessment Task Instructions

Assessment Task 1: Written Questions

Written answer question guidance

Provide answers to all of the questions below:

It could be possible to have into mind:

 Strengths: What do we do best? What unique knowledge, talent, or resources do we have?

5. Outline the purpose of conducting a PESTLE analysis as part of strategic/business/marketing

Questions that can be used to defined the PESTLE are:

What trading policies impact business?

Steps involved in developing a business plan are:

9. Outline five common components of a business plan.

Business description and structure

Market research and strategies

Management and personnel

Mission statement, history and objectives

14. Describe the balanced scorecard approach in relation to performance measurement.

15. Outline key stakeholders who may be involved in business planning.

Original article: http://www.tradeready.ca/2014/fittskills-refresher/8-reasons-forming-strategic-global-

Examples of alliances can be Uber and Spotify

Through the next features:

Existing markets and products: market penetration strategy

The five stages of the product life cycle are:

Development: in this stage the costs are accumulating with no revenue.

Two types of pricing could be:

That they can comply the legislation of the marketing such as

Australia's Do-Not-Call Register for Telemarketing

Assessment Task 1 Checklist

Task Outcome: Satisfactory  Not Satisfactory 

Assessment Task 2: Strategic Plan project

Assessment Task 2 Instructions as provided to students

Carefully read the following:

Complete the following activities:

1. Prepare for meeting with team.

33. Meet with the management team (your assessor)

During the meeting, demonstrate effective communication skills including:

34. Write a summary of the meeting outcomes.

Having the meeting it is important to highlight the outcome of the meeting

 Increase skills in the managers of the company

 Development of expansion plans for the company

2. Send an email to the Management Team (your assessor).

Dear Management team

3. Research Ozhouse Clean’s customers and competitors.

Research and review potential cooperative ventures as discussed at the meeting.

Commercial Cleaning Services in Australia industry trends (2015-2020)

legislation requirements cleaning industry

35. Develop a SWOT and a PESTLE analysis

36. Update your PESTLE and SWOT analysis

37. Develop the Strategic Plan.

38. Send an email to your assessor.

Attach your strategic plan to the email.

I attach the document so you can give me your feedback

39. Update your Strategic Plan.

40. Send an email to your assessor.

Assessment Task 2 Checklist

Meet with the management team to discuss

Use suitable sources of information to inform

Task Outcome: Satisfactory  Not Satisfactory 

Assessment Task 3: Develop and implement a business plan