Written Test

Unit Code:- BSBMGT517

Unit Name:- Manage operational plan

Assessment for this Unit of Details

Competency/Cluster
Assessment 1 Written Test
Assessment 2 Project
Assessment 3
Assessment conducted in this instance: Assessment 1 X 2 3
BSBMGT517 Manage operational plan

Assessment Tasks and Instructions

Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess you underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency. To complete
the unit requirements safely and effectively, the individual must:
• describe models and methods for operational plans
• explain the role of an operational plan in achieving the organisation’s objectives
• explain budgeting processes
• list alternative approaches to developing key performance indicators to meet business objectives
• outline the legislative and regulatory context relevant to the operational plan of the organisation
• outline the organisation’s policies, practices and procedures that directly relate to the operational
plan
Place/Location where assessment will be conducted and timeframes to complete assessment
DC Class Room and DC Training Kitchen
Resource Requirements
Pen, Paper or computer.
Refer to the “Assessment Conditions” for this unit in the current SIT Training Package.

Instructions for assessment including WHS requirements

You are required to address all questions to achieve competence. Your trainer will provide you with
instructions for time frames and dates to complete this assessment.
If more space is required for any answer you may attach a separate page containing your ID number,
your name, unit title, unit code and the assessment task number and attach this page with the current
assessment task before submission or alternatively use the back of each paper with a clear reference
to the relevant question(s).
Ensure you check your work and keep a copy before submitting.
You are encouraged to clarify any tasks, requirements or questions you may have with your trainer.

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Assessment 1: Written test

Your task:
Answer the following questions. Each question must be completed.

Question 1: What is the purpose of operational plans? What are these based on?

Question 2: List 6 situations that will require an initial, or an adjustment to an existing,

operational plan.

1.

2.

3.

4.

5.

6.

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Question 3: List the key legislative requirements which must be considered in operational plans
across organisations operating in the Tourism, travel, hospitality and event
industries:

Question 4: Give 2 examples of source documents which would help in researching staffing
requirements for an operation.

1.

2.

Question 5: Give 2 examples of source documents which would help in researching production
requirements for an operation.

1.

2.

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Question 6: Give 2 examples of source documents which would help in researching finance
requirements for an operation.

1.

2.

Question 7: What are the principles of budgeting you will need to consider when developing
any operational plan? List 5 factors this would commonly include (but not limited
to):

Response:

Factors:

1.

2.

3.

4.

5.

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Question 8: List 4 stakeholders with whom you would discuss research and analysis of
resource requirements.

1.

2.

3.

4.

Question 9: Give 2 examples of source documents which would help in researching resource
(stock) requirements.

1.

2.

Question 10: Which aspects relating to intellectual property must be considered when
planning projects as part of operational planning activities?

1.

2.

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Question 11: List 2 ways in which consultation with stakeholders may occur.

1.

2.

Question 12: How does developing KPIs help with the development of the operational plan?
List 2 options how KPIs can be set or determined.

Response:

Options:

1.

2.

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Question 13: How will you plan a budget for a plan to deal with any unforseen incidents or
unforseen expenses? Which provisions can you employ to deal with cost blow outs
due to contractors not meeting their contractual schedules or obligations?

Question 14: Give 3 examples of strategies you can use when developing contingency plans.

1.

2.

Question 15: Why must your operational plan be approved before being implemented?

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Question 16: What needs to be considered when employing new staff or inducting staff into
new roles to meet organisational requirements? List 5 items you would include in an
induction pack.

Response:

Inclusions:

1.

2.

3.

4.

5.

Question 17: Give 3 examples of monitoring methods to ensure the work is proceeding
on time, within budget, and being conducted safely.
1.

2.

3.

Question 18: Give 2 examples of financial reports you can use to monitor profitability.

1.

2.

3.

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Question 19: The first 3 steps in managing under-performance are:

1. Identify the problem

2. Assess and analyse the problem
3. Meet with the employee to discuss the problem

What are the last 2 steps?

4.

5.

Question 20: List 5 benefits to businesses of coaching and mentoring programs.

1.

2.

3.

4.

5.

Question 21: Why is it important to notify managers and other upper level stakeholders
as soon as possible when variations are discovered? What would this need to
include accordingly?

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Question 22: Do operational plans cover the short to medium, or medium to long term
business goals?

Question 23: Give 5 examples of alternative resource usage, efficiency and waste
programs you should investigate when creating your operational plan
1.

2.

3.

4.

5.

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 Assessment 2
Unit Code:- BSBMGT517
Unit Name:- Manage operational plan

Assessment for this Unit of Details

Competency/Cluster

Assessment 1 Written Test

Assessment 2 Project

Assessment 3

Assessment conducted in this instance: Assessment 1 2 X 3

BSBMGT517 Manage operational plan

Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your ability to:

• develop and implement an operational plan using a variety of information sources and consultation
(including using specialist advice if required) which includes:
o resource requirements
o key performance indicators
o monitoring processes
o contingency plans
• communicate effectively with relevant stakeholders to explain the plan and supporting information,
seek approvals, negotiate variations and engage work teams
• develop and implement strategies to achieve the operational plan within the organisation’s policies,
practices and procedures including:
o recruiting, inducting and developing personnel
o acquiring physical resources and services
o protecting intellectual property
o making variations to the plan
o monitoring and documenting performance

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Place/Location where assessment will be conducted including timeframes for completion
DC Class Room and DC Training Kitchen
Resource Requirements
Assessment must be conducted in a safe environment where evidence gathered demonstrates
consistent performance of typical activities experienced in the management and leadership field of
work and include access to:
• relevant legislation and regulations
• workplace documentation and resources
case studies and, where possible, real situations
interaction with others
Templates (located in student assessment folder

 “Strategic_Plan_template” located in the student assessment folder or a template currently used in

the organisation or as instructed.

 “HR Manual template”

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Instructions for assessment including WHS requirements

Assessment 2 consists of a 2 project comprising of 2 parts, Part A and Part B.
Project 1
PART A
Requires you to submit an operational plan as detailed overleaf or as negotiated with your trainer.
Note: Where the student is engaged in a real workplace the assessment task may be related to
a suitable operational aspect in that workplace, provided the basic key points of this
assessment are addressed.
PART B
Requires you to submit a resource acquisition plan that clearly outlines the provisions for this and
how resources will be managed effectively.
Project 2
PART A
Requires you to select a procedure or task completed in an organisation or department as outlined in
the tasks below. For these procedures or tasks you are required to write the detailed procedural steps
required to complete these to industry standard in form of a checklist. You are then required to
observe a staff member completing the procedure/task and document the performance. Upon
completion you are required to identify the shortfalls and underperformances.
PART B
Requires you to write a strategy which can be implemented to overcome the identified shortfalls. The
strategy must be supported by an overview of all cost factors which will impact on the strategy
including human and physical aspects
On completion you are required to write a critical reflection on the project overall, including cost
effectiveness, viability for the operation ain terms of ROI, and realistic alternatives to improve
processes and procedures. Each suggested approach must be evaluated for positive and negative
impacts.
Note:
To demonstrate competence you must correctly answer all questions. Any shortfalls or wrong
responses may be followed up by your trainer in verbal, written or practical instance. All written
work must be your own. Any sources of information you access and use for this assessment must be
clearly referenced.
Your trainer will provide you with instructions for time frames and dates to complete this
assessment. If more space is required for any answer you may attach a separate page
containing your ID number, your name, unit title, unit code and the assessment task number
and attach this page with the current assessment task before submission or alternatively use
the back of each paper with a clear reference to the relevant question(s).
Ensure you check your work and keep a copy before submitting.
You are encouraged to clarify any tasks, requirements or questions you may have with your trainer.
Please note, once the assessor has marked your work they will provide you with feedback.

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PROJECT 1
Assessment 2: Project
Part A Develop operational plan

The Hotel Futura management has adopted a proposal to utilise a sunny indoor section of the
lobby as a service point for morning and afternoon teas. It fits all the legal requirements
regarding the serving of food and after a cost-benefit analysis, it was seen to potentially create a
lucrative new revenue stream in a previously revenue-neutral floor space.
As the Financial Controller, the next part of the operational planning phase requires you to do an
analysis on the financial positions of two different options. The first option is to install a full
espresso coffee service station in the designated area and the second option is to utilise the
existing coffee facilities inside the busy 24 hour coffee shop outlet, situated 30 meters diagonally
across the foyer.
Among other evaluation activities in the initial planning phase, a guest marketing survey was
conducted, the trading figures for the coffee shop were analysed and the following data emerged:

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

Your Task:

Develop an operational plan using a suitable template which needs to include the following
details:

1. A description of the operation.

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

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

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4. A detailed overview of resource requirements and options:

• Technology,

• Human Resources needs,

• An overview of financial requirements related to all resource requirements and options

including financial requirements (given the first 3 months are used to establish the operation
and are budgeted for). Using current trade equipment prices, analyse the most financially viable
option for the hotel, either by purchasing or leasing and installing a full espresso coffee station
or utilising the existing coffee facilities from the coffee shop outlet,

• Requirements for intellectual property rights and responsibilities in recruitment and

acquisition of resources and services.

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

6. The timeframes required to implement this project

7. The consultation requirements and provisions including timelines.

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

Part B Planning Resource Acquisition

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

1. Discuss your findings for the different options for the coffee machine you have
researched in Part A with the Executive chef and F&B manager in your workplace, or as a role
play with fellow students and/or your trainer. Provide a script of the details that were discussed
and the findings of discussions with the Executive Chef and the Food and Beverage Manager
regarding the pros and cons of operating a high quality food and beverage service in each
situation. Depending on your training situation this may be completed in form of observation of
your discussion with the 2 staff.

2. Provide an overview of the Standard Operating Procedures which would be required to

implement this operation with staff to ensure all operational and legal aspects are covered.

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

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PROJECT 2
Part A Observation of operational procedures or tasks

This project consists of an observation of an operational procedure relevant to your area of

training which may include a Kitchen operation, Front office, Tourism, Events, Food and
Beverage, Rooms Division or Administration. The focus needs to be on observing and
improving existing procedures or to identify new processes to improve operations.
o This may relate to workflow processes
o Cost efficiency of products and services
o Customer service related issues
o Check-in, check-out procedures
o Staff efficiency and training needs
o or a specific procedure as instructed by your trainer

Establishment/Organisation: ______________________________________________

Task Procedure performed in the Organisation selected:

_____________________________________________

Date: ____________________________________________________

Your Task:

1. Provide an overview of your workplace and a description of the operational procedure

you will monitor, analyse and review and outline the reasons which indicated to you that a
review would be necessary (for example complaints from customers about prolonged waiting
periods for check-in; prolonged waiting periods for food in the restaurant; frequent errors in
reconciliations at the end of the shift in front office or similar.

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

3. Observe the task or operational procedure and provide an overview of your findings.

4. Following the observation identify any shortfalls or underperformance during the

observation of tasks or processes and document these in detail. What were the issues and what
were the potential reasons for these?

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Part B Developing strategies and critical reflection
1. Develop a strategy that can be implemented to overcome the shortfalls you have
identified and explain how each step of the strategy will be implemented to ensure it will be
successful. Include the documentation required for this.

2. Provide an overview of the potential cost factors for your suggested procedures including
physical and human resource aspects as relevant.

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

Part B Developing strategies and critical reflection

5. Develop a strategy that can be implemented to overcome the shortfalls you have identified
and explain how each step of the strategy will be implemented to ensure it will be
successful. Include the documentation required for this.

6. Provide an overview of the potential cost factors for your suggested procedures including
physical and human resource aspects as relevant.

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

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