BSBRSK501 Task 3 Chanidaporn Wongphen PDF

BSBRSK501
Manage Risk
Student Assessment
Task 3
Student Name: Chanidaporn Wongphen

Student Id: SLB00002KJ
Student Assessment
ASSESSMENT INSTRUCTIONS
Assessment task 3 consists of the following:
Assessment Task Cover Sheet

This must be filled out, signed and submitted with your assessment responses.
If you are submitting hardcopy, the Assessment Task Cover Sheet should be the first page of each task’s
submission.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will
be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your
assessor will include written feedback on the Assessment Task Cover Sheet giving reasons why. Your
assessor will also discuss this verbally with you and provide advice on reassessment opportunities as per
your SCA’s reassessment policy.
Depending on the task, this may include
• resubmitting incorrect answers to questions (such as written 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.
If you are submitting electronically, please complete the Assessment coversheet and signed
electronically or print your name. Your assessor will provide your feedback electronically either by an email
or through the learning management system.
Your Trainer / Assessor will advise you which way you require to submit the assessment.
Assessment task information

This gives you:
• a summary of the assessment task
• information on the resources to be used
• submission requirements
• resubmission opportunities if required.
Assessment task instructions

This includes questions you will need to answer or tasks that you need to complete.
Your answers must be typed 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 information as
indicated in the section called ‘Naming electronic documents’ (see below).
BSBRSK501 Manage Risk | SALISBURY COLLEGE AUSTRALIA 2020 | SCA No.:45062 | CRICOS:03565E | L3, L4 &
L5, 14 Railway Parade, BURWOOD, NSW 2134 Page 1 of 17
Student Assessment
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:
• Student Name
• Unit code
• Assessment Task number

For example, BSBRSK501 Task 3 it should be John smith_BSBRSK501_Task 3.
Icons
Icons are used in task instructions to indicate three of the common stages within the task.
This icon indicates that you will need to meet with your assessor (and possibly other
students) to complete a meeting or role play.
This icon indicates that you will need to communicate via email or send documents to
via email.
This icon indicates that you will need to submit an item of evidence.
This icon indicates all other stages during the task, which may include research,
developing documents, brainstorming ideas and so on.
Additional resources
You will be provided with the following resources before you begin assessment task 3.
• Customer Survey Results Memo

• Sales Data Analysis Memo
• Staff Survey Results Memo
• Performance Review Results Memo
• Sustainability Report
Student Assessment
ASSESSMENT TASK 3 COVER SHEET

Student declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name CHANIDAPORN WONGPHEN
Student ID number SLB00000DN
Student signature Chanidaporn
Date
Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature Chanidaporn Wongphen
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Student Assessment
ASSESSMENT TASK 3: RISK TREATMENT IMPLEMENTATION

PROJECT
Task summary
This assessment task requires you to implement risk control measures from the risk management plan,
as well as monitor and report on actions arising.
This assessment is to be completed in the simulated work environment in the SCA.
Required
• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access
Timing
Your assessor will advise you of the due date of these submissions.
Submit
• Staff training report
• Complete usage record
• Customer questionnaire
• Draft an email with the following attached:

o staff training report
o completed usage record
o customer questionnaire
• Risk monitoring report.
• Draft an email with risk monitoring report attached.
Roleplay
• Undertake an inspection of head office.
Student Assessment
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.
Resubmission opportunities
You will be provided feedback on your 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. Reassessment 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.
Student Assessment
Assessment Task 3 Instructions as provided to students
Complete the following activities:
Carefully read the following.
Assume that the CEO of NatureCare Products has indicated that he wants you to
prioritise treatment of a number of risks as follows:
• Inability to attract sufficiently qualified staff

One of the risks identified in the risk management plan is the inability to attract
sufficiently qualified and knowledgeable staff to manage the new retail stores. The
risk treatment identified is to invest in the training and development of existing staff
to fulfil this role, at least in the short term.
It has been identified that at least two of the existing customer service
representatives are interested in taking on this new role. Neither of the two
customer service representatives have managerial skills nor knowledge, but they
both have excellent company and product knowledge, as well as customer service
skills.
• Unsustainable workplace
Another risk identified in the risk management plan is increased costs to the
business through inefficiencies in resources usage. Given that the business is set
to expand, it is of key importance that resources are used sustainably and
efficiently. The CEO wants to implement the risk treatment of measuring the
company’s environmental sustainability and resource usage, commencing with the
head office location.
• Low customer satisfaction

A further risk identified as a priority is the threat to customer satisfaction. Given that
the business is expanding, customer satisfaction will be crucial. The risk treatment
identified is to develop a customer questionnaire that can be used to measure
customer satisfaction.
You have been directed to implement strategies to reduce the risks posed.
1. Write a report on staff training options.
Review the case study information and then research a range of potential training
options for the customer service representatives, including both on and off the job
options. Identify at least three suitable options.
Then develop a short report outlining your recommended option/s for the training,
including a rationale for each recommendation.
Student Assessment
Include the details of each recommended training option, including a summary of

the training to be provided and outcomes, location, costs and duration as
applicable.
Save this document as Staff Training Report.
As a guide, your staff training report should be 1 to 2 pages long.
2. Undertake an inspection of head office.
Assume that, given the CEO’s concerns, you are to complete an inspection of head
office (this will be the RTO as the simulated environment) to identify environmental
sustainability and resource usage issues and to identify and report on possible
solutions.
You will therefore undertake an inspection of the RTO facility using the
environmental sustainability and resource Usage Record Template.
Record at least 3 actual or potential environmental sustainability and resource
usage issues that you found during activity one.
Your assessor will advise you of the date and time of the inspection and will
observe you conducting the inspection.
3. Develop a customer questionnaire.
You are required to develop a questionnaire that can be given to customers to fill
out when they have made a purchase in one of NatureCare’s retail outlets.
The questionnaire should contain eight 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).
Customers should be able to circle the most appropriate response with a pen or
pencil while they are in the shop and hand it back to the sales personnel when they
are finished.
Develop questions that encompass as many aspects of the customer’s experience
as possible.
Use language that is polite and friendly.
There should be a space under the questions for responders to give written
feedback on their experience(s) if they wish.
Create a new Word document for this activity and save it as Customer
Questionnaire.
The questionnaire should fit on two sides of an A4 page.
4. Send an email to the CEO (your assessor).
The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
Student Assessment
It should introduce and summarise the contents of the attachments and seek their
feedback and approval to move forward with the project.
Attach the following to the email:
• staff training report
• usage record
• customer questionnaire
The CEO will send you an email providing comments and approval to proceed with
the training course that they select from your report.
Carefully read the following.
It is six months later, and you are monitoring the implementation of the risk
treatments to ensure sufficient qualified staff, a sustainable and efficient workplace
and high customer satisfaction.
Assume also that both managers participated in a formal, nationally recognised
course in management, which they completed over the last six months.
You have been provided with the following information by your team, which you will
use to monitor the implementation of the action plan:
• The new Human Resources Manager has provided you with performance
review information for the two Managers in a Performance Review Results
Memo, as well as a staff survey conducted to assess employee satisfaction
in a Staff Survey Results Memo.
• The Marketing Manager has provided you with sales analysis for the last
six months in a Sales Data Analysis Memo, as well as a memo about a
recent customer survey. Customer Survey Results Memo
• The Office Manager has provided you with a Sustainability Report.
• Write a risk monitoring report.
In order to monitor the implementation of your action plan you are required to
review the following documents:
Develop a risk monitoring report that provides a summary of the data provided to
you and document what the data shows in relation to the effectiveness of the action
plan.
Identify any additional risk control measures, which you believe should be put in
place as relevant.
Your report should be 1 to 2 pages long.
Student Assessment
6. Send an email to the CEO (your assessor).
The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your risk monitoring report to the email.
Student Assessment
Staff Training Report

1. Staff Training Report
Based on the two customers service representative currently skills, product knowledge and
understanding of the company background. It is desirable to provide them training on the
management skills so they can be competent for this role. Training on the management skills
can be further classified into the three areas: Communication, Conflict Management and
Leadership. So the training options focus on the three aspects.
Communication Skill Training

Communication is so important for efficiency and positive outcomes in the workplace. If you
find your team has difficulty delivering or following instructions, or if you notice constant
misunderstandings between your staff, Communication Training can help regain control.
Recommendation Training option
WeTrainAU
Duration : 2 Hours
Cost : $ 200
Location : NatureCare Main office at Brisbane
Outcome :
• Building and enhancing relationships using Neuro-Linguistic Programming (NLP)
• How to use positive language
• Essential knowledge regarding non-verbal interaction and body language
• How to build your active learning skills and become a great listener
• How to deliver a high impact message
• Using language for persuasion and influence
• Turning tough situations upside down so the outcome is a winning one for all
involved
• The 10 fundamental rules of communication in successful relationships
• Taking your newly learnt communication skills and actioning a plan
• How to understand your unique communication style and adapt it to situations and
other people’s styles
• Techniques to give clear communication and avoid misunderstandings and confusion
• How to communicate with a group
Conflict Management Training

In the professional world, often conflict is necessary, both for personal and business
development. Without conflict, we would not be able to look at our plans and decisions from
different angles.
While healthy discussion can be positive, when people cannot work through an issue it can
lead to unpleasant encounters which limit growth and development. When this type of
conflict arises, negative energy can result in hurt feelings, damaged relationships and loss of
productivity.
WeTrainAU
Duration : 3 Hours
Cost : $ 300
Outcome :
Student Assessment
• How to use conflict to elicit opportunities which can be put to use within the business
• Intervening in conflicting situations and the role of communication in conflict
resolution
• Leveraging conflict for better productivity and performance
• Supporting fellow team members during times of conflict
• What conflict is and why it has the potential to escalate at every level of business
• The types of conflict, the stages of conflict and the difference between spontaneous
and reflective actions
• The most common conflict resolution styles and how to resolve conflict with positive
outcomes for all
• Using active listening, paraphrasing skills and body language to minimise conflict
Leadership Training
Many managers end up in leadership roles without the proper skills or training, leaving them
feeling overwhelmed and struggling to stay in control.
This training enables senior team members to make good decisions and achieve better results
by learning how to lead effectively. Attendees discover how to create great teams which
deliver better results across sales, operations and customer service.
WeTrainAU
Duration : 3 Hours
Cost : $ 300
Outcome :
• How to initiate change, navigate through the challenges and get lasting results
• How to quickly get back on track and avoid losing the confidence of your team when
things go wrong
• How to implement your new leadership skills into your daily action plan
• The key differences between being a leader and a manager
• Leadership styles and how to adapt to your environment
• Why different situations require unique leadership styles and the types of leadership
required in any organisation
• The qualities, character traits and skills which make an effective leader
• How to inspire the best from people and witness leadership in action
• How to build, manage and motivate high-performance teams for the best results
• Using delegation correctly to improve results and be effective
Student Assessment
2. Environmental Sustainability and Resource Usage Record
Areas of RTO facility reviewed Provide a brief description of the issue in this section.
Use of consumables/ materials/
• We could identify that in general, all the
technology/ equipment.
electrical installations are new, so, almost all of the
● Identify equipment that use energy
equipment use the same energy.
and determine which equipment uses
the most/least energy? • Yes, the school does not have a system that
● Are switches left on turns off the lights automatically, so, if someone
overnight/weekend? forget to do it, it will stay on all night long or even
● Do staff use the sleep mode/screen weekend.
saver? • Yes, all the computers have sleep and saver

● What practices are currently in place mode, and it is always being used.
to help minimize energy wastage?
• Trying to turn off the lights before close and the
air conditioning not so strong.
Energy usage e.g. water, electricity gas

• Usually the energy used on daily basis is ok,
● How is energy used on a daily basis?
because the water is not a big deal at school, it is
● What things/tasks use up the most
used to wash dishes and hand.
energy?
● Are switches left on • Dishwasher, but it is on when its full of dishes,
overnight/weekend? to salve energy and water.
● Are staff using energy sensibly? • Sometimes it happens, as I said previously.

● What practices are in place to support
• Trying to turn off lights that is been not used.
effective energy use?
Waste
• The big waste is with toilet paper to dry hands
● Describe workplace waste.
● How is it disposed of? • It is free and you can take as much as you need.
● Are staff conscious of waste • Sometimes people are not conscious.

management practices e.g. recycling,
reuse, disposal?
Date of inspection or review: 10/05/20 Completed by: 10/05/2020
Student Assessment
1. Develop a customer questionnaire.
Customer Satisfication Feedback (1 very poor - 10 very satisfied)

1 Swiftness in delivering the agreed products 1 2 3 4 5 6 7 8 9 10
2 Quality of the products 1 2 3 4 5 6 7 8 9 10
3 Quality of customer services 1 2 3 4 5 6 7 8 9 10
4 Recommend to friends 1 2 3 4 5 6 7 8 9 10
5 Instruction given to the products 1 2 3 4 5 6 7 8 9 10
6 Understanding your needs 1 2 3 4 5 6 7 8 9 10
7 Responding to your needs 1 2 3 4 5 6 7 8 9 10
8 Quality of retail staff services 1 2 3 4 5 6 7 8 9 10
Others Comments
Please give us your opinion on the following subjects:

1 How do you think the professional level of our staff
The quality of information provided to you by our organization, as far as our cooperation
2
is concerned
3 The way of communication
4 Any complicated (obstructing/ impeding) procedure during our cooperation
5 How do you evaluation the servicing by our organisation?
6 How do you think the price compared with other similar products?
7 Is it easy to find out retail store?
8 Any suggestion for improvement
Student Assessment
2. Email to CEO
Dear Sir/ CEO,
As our discussion about inability to hire sufficiently qualified and knowledgeable staff to manage
the new retail stores. We decided to train 2 sales representative that have excellent company and
product knowledge, as well as customer service skills whom interested taking the new role, but as
neither of the two customer service representatives have managerial skills nor knowledge, we
provide the training to the sales representatives.
Please find attached our Training reports. I describe summary of the training to be provided and
outcomes, location, costs and duration as applicable.
Please let me know when we can have started the training as the new retail outlets in dire need of
new manager.
Thank you.
Operation Manager
Attachments
3. Risk Monitoring Report
The review of customer service survey has been done and discover the followings:
The survey was sent to 75 customers and out of that 49 customers completed the survey.
Overall satisfaction:
26 customers are totally satisfied and 16 are somewhat satisfied. 4 customers are dissatisfied, and
1 customer is totally dissatisfied.
The industry benchmark shows that the average customers who are totally satisfied is 42%. The
score is 53% which is above the industry average.
Ease of doing business:
Industry benchmarks show that the average customers who are totally satisfied is 47% and the
score is 40% for total satisfaction which is under the industry average.
Ease of relating to store manager and staff:
Student Assessment
Customers who said they would purchase products from Naturecare products again are:
42 customers are totally satisfied, and 8 customers are somewhat satisfied.
Customers who said they would recommend Naturecare products to others:
38 are totally satisfied and 8 are somewhat satisfied.
Risk control measures that should be put in place:
The ease of doing business is under the industry average. So, measures should be taken.
First, identify and analyze risks in relating to ease of doing business.
Then, review the execution of risk response actions, and evaluate their effectiveness.
Proper training should be given to the staff and try to be creative and innovative. This was
mentioned in the Action plan.
Sales data analysis memo:
Sales in the store has increased by 20% over the six-month period.
The reason for this is the customer service officers were transitioned to the manager roles has
assisted with the sales results.
The Melbourne store had low sales. It is managed by a new manager.
So, he/she might need some time and training.
Staff survey results memo:
After reviewing the staff survey results, the risks were identified in relation to the lack of qualified
staff.
In the risk action plan, it was mentioned that suitable people must be hired, and they should be
given proper training.
Performance review results memo:
After reviewing the performance review results memo, it was identified that
The manager of Brisbane is doing well in all aspects and the manager of Sydney needs to improve
in Adaptability, decision making and problem solving.
So, when recruiting new people, finding suitable people whoa are qualified should be considered.
Sustainability report:
The sustainability measures were implemented, and targets were set to reduce electricity
consumption by 20% and the targets were achieved. But after six months, it was increased again.
The reason might be the recruitment of the new staff.
Student Assessment
Promoting awareness of sustainability initiatives among the staff members will help in reduce the
electricity consumption.
4. Email to CEO
Dear Sir/ CEO,
Thank you for your time.
As discuss about the two new managers in our new retail store.
Please find attached our Risk Monitoring report regarding performance our new manager and the
relation with the training that we provided.
Obviously the training we provided yield some excellent result even though there is some
improvement needed for the new Manager of Sydney branch retail. I have no doubt she will be
more get used to her new job and make less mistakes.
Please let me know if you any queries.

Thank you.
Kindly Regards,
Operation Manager
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BSBRSK501

Student Name: Chanidaporn Wongphen

Assessment Task Cover Sheet

Assessment task information

• a summary of the assessment task

• information on the resources to be used

• resubmission opportunities if required.

Assessment task instructions

Naming electronic documents

• Assessment Task number

• Customer Survey Results Memo

ASSESSMENT TASK 3 COVER SHEET

Student name CHANIDAPORN WONGPHEN

Student ID number SLB00000DN

Student signature Chanidaporn

Assessment outcome S NS DNS Resubmission Y N

Student result response

Student signature Chanidaporn Wongphen

ASSESSMENT TASK 3: RISK TREATMENT IMPLEMENTATION

• Computer with Microsoft Office and internet access

• Customer Survey Results Memo

• Sales Data Analysis Memo

• Staff Survey Results Memo

• Performance Review Results Memo

• Complete usage record

• Draft an email with the following attached:

• Risk monitoring report.

• Draft an email with risk monitoring report attached.

Assessment Task 3 Instructions as provided to students

Complete the following activities:

Carefully read the following.

• Inability to attract sufficiently qualified staff

• Low customer satisfaction

1. Write a report on staff training options.

Include the details of each recommended training option, including a summary of

2. Undertake an inspection of head office.

3. Develop a customer questionnaire.

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

The text of the email should be in grammatically correct English, written in an

• staff training report

Carefully read the following.

• Write a risk monitoring report.

• Sales Data Analysis Memo

• Staff Survey Results Memo

• Performance Review Results Memo

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

The text of the email should be in grammatically correct English, written in an

Staff Training Report

Communication Skill Training

Conflict Management Training

2. Environmental Sustainability and Resource Usage Record

overnight/weekend? forget to do it, it will stay on all night long or even

● Do staff use the sleep mode/screen weekend.

saver? • Yes, all the computers have sleep and saver

Energy usage e.g. water, electricity gas

overnight/weekend? to salve energy and water.

● Are staff using energy sensibly? • Sometimes it happens, as I said previously.

● Are staff conscious of waste • Sometimes people are not conscious.

Date of inspection or review: 10/05/20 Completed by: 10/05/2020

1. Develop a customer questionnaire.

Customer Satisfication Feedback (1 very poor - 10 very satisfied)

Please give us your opinion on the following subjects:

3 The way of communication