Task One

Prepare a briefing document that outlines your understanding of the team purpose, roles,
responsibilities and accountabilities in accordance with organisational goals, plans and
objectives. This document should be appropriate to distribute to team members as a
consultation process to establish a common understanding.

Establishing a strong team

Context
BizOps retail outlets specialise in a range of exclusive products. The business provides its
customers with high quality and innovative products and services. Wherever possible we
provide our customers with a ‘green’ solution and service. We employ sustainable business
practices.
Mission
In 2015–2020 BizOps will consolidate its position in the market as a lead retailer for green
and sustainable solutions for high quality exclusive products. To do this, BizOps will focus on
the following business goals:
Financial stability:
- Increase revenue by 15% (compared to the previous 12 months) by the end of the financial
year
- Maintain annual profit levels of 15% of revenue for all products and services, calculated at
the end of each financial year
- Reinvest 75% of profit back into the business at the end of each financial year
Market position:
- Maintain the number one rating in the annual national industry customer service awards
- Launch new high quality exclusive consumer products to meet customer demand, ahead of
competitors, within budget and by the agreed deadlines
Right people:
- Provide induction training at the commencement of employment to train new employees
to be knowledgeable, helpful and enthusiastic
- Provide the financial, physical, human and time resources to support an annual
professional development program for all BizOps employees
Composition and roles
As a retail outlet manager, it’s my duty and responsibility to make my team strong by
motivating and teaching those best that I have gained and learned throughout my life.
Making a strong team is not easy however; it is always in the process. As we know slow and
steady wins the race so team is also an ongoing process and everyone should equally
contribute to build a strong and effective team. Some of the techniques can be used to form
a strong team that I might apply are as follows:
  Organizational culture and values
 Hardworking
 One team one goal
 Team spirit
 Helping each other
 Equal contribution

The above tips can be applied to create a strong team, among these six basic tips the first
one is more important than others. The first tip is about organizational culture and values
because no team can succeed by ignoring organizational values and norms therefore no
team should disregard and disobey organizational culture. It needs to be noted that without
organizational culture it is not possible to form a team and group.
Summing up, the team that is built on the foundation of organizational culture in which each
team member plays an equal role will be the strong and effective team.

Task 2: Using a BizOps performance and development plan template, prepare 12 months
performance plan to establish the expected outcomes, outputs, key performance
indicators (KPIs) and goals for the retail team. You may need to conduct additional
research to determine realistic KPIs.

Answer:

Performance relates to an employee’s ability to undertake and satisfactorily complete the

duties of their position description and their compliance with the BizOps Enterprises code of
conduct.

Participants

Employee name David Morgan Position Sales Person

Manager/Supervisor Teresa Watson Position Duty Manager

name

Senior manager name Denise William Position Snr. Duty Manager

Work area Kingston outlet

Review period

Performance improvement period: From 10/04/2018 to11/03/2019

Performance will be reviewed: [fortnightly/weekly] commencing 24/05/2018

Review will be documented in a performance improvement review report completed by the

supervisor/manager

Final review will be conducted on: 11/03/2019

Note: The employee must note that, where performance expectations are not being met
without satisfactory reason, BizOps may commence disciplinary processes, which may
include termination.

Responsibilities

Employee responsibilities:
• Report any circumstances that may impact the employee’s ability to meet the
expectations to the manager/supervisor
• Meet the KPI outlined in this document.

Manager/supervisor responsibilities:
• Document progress in a KPI reports.
• Identify and provide any additional and reasonable resources, training to achieve a
satisfactory performance.
• Provide all the required support on ongoing basics
• Conduct [fortnightly/ weekly] review meetings for duration of the plan.

Senior manager responsibilities

 ensuring the organization is effective and successful by taking on responsibility for

the implementation of an appropriate strategy that the organization and its
employees can adapt to
 giving clear definitions of what constitutes effectiveness and success,
 ensuring the implementation of the strategy and the targeting of resources towards
success
  Reviewing if employee’s actions are relevant to the organization’s overall goals.
 Decision made are made free from bias, objective and has no personal interest in
the matter being decide

Performance issue/s being addressed

This section should note the current performance issues that are to be addressed within the
performance improvement plan.

1. Issues between the employees attitude, behaviour within the organization

2. Working efficiency of the employees is low and employees don’t focus and pay attention
to one another

3. Poor judgement

4. unable to follow company policies

Performance expectations and assessment

This section should clearly outline the performance expectations that need to be achieved
(the position description and BizOps code of conduct should be used as a minimum
performance standard). The strategies, actions or tasks to achieve the performance
expectations should be realistic, clear and measurable. The agreed performance indicators,
outcomes and/or timeframes should be achievable and monitored during each review
meeting.

Performance Agreed performance Strategies/Actions/Tasks

expectations indicators/Required
(How is this outcome going
outcomes/Timeframes
(What needs to be to be achieved, including
achieved) (How are the required training, coaching to be
outcomes going to be provided)
measured)

Achieve Sales Target. From the sales and financial Incentive and promotion of
reports bonus within the
organization

Customer Feedback Basis of Customers Coaching , mentoring and

trainings

Team Player Employees Surveys Team meeting and

mentoring

Good workplace Employees survey and Social gathering

 environment feedback

Signatures:

Employee David Morgan

Signature -----------------------

Date 25/04/2018

Manager/Superviso Teresa Watson

r

Signature -----------------------------

Date 25/04/2018

Performance improvement review report

Review

The performance improvement plan commenced on: 10/04/2018

The final review was conducted: 11/03/2019

Review outcome

Note: Include whether the performance expectations were met or were below the required
expectation. If the performance expectations were below the requirement, then an
explanation should be included in the review comments.

Performance expectations Agreed performance Review comments

indicators/Required
(What needs to be (Meets expectations/Below
outcomes/Timeframes
achieved) expectations)
(How are the outcomes
measured)

Financial Report Meet expectation

 15% annual sales growth

Harmony within the Employees feedback Meet expectation

organization

Customer Feedback Customers Feedback Meet expectation

Employee comments

Review met expectations Meets expectations – Include in the employee’s

performance appraisal and development plan the
agreed actions in the instance that there is a
reoccurrence of performance that is below
expectation.

Review did not meet expectations Below expectations – Disciplinary action may be
necessary. Consult HR.

Signatures

Employee David Morgan

Signature ...........................

Date 11/03/2019

Manager/Superviso Teresa Watson

r

Signature ------------------

Date 11/03/2019

Senior manager Denise William

Signature ----------------------

Date 11/03/2019
Task 3: Outlines the strategies you will use to support team members to meet their KPIs
over the next twelve months. These strategies should address any formal and informal
learning requirements and maybe in the form of an action plan.

Answer: There are many key strategies as a retail outlet manager that I can apply to support
team members to meet their KPIs over the twelve months. These strategies for KPIs are
none other than SMART objectives which can include coaching, mentoring and training new
and old employees. For example, once a performance outcome is agreed to and is in line
with organizational needs, it must be worded so the team members and the managers and
the manager are clear on the objectives to be achieved.
Training: Helps the company see the effectiveness of employee training. It can be
determined by creating an exam and monitoring exam pass rate percent, average score
percent. If you are a larger organization, you may conduct a pre-test before training and then
a post-test after training to see specifically what was learned.
Innovation coaching: this shows the amount of money that an organization spends on
innovation and coaching. Some organizations have this budgeted as research and
development, and others have different accounting terms. Ultimately, if you use this
measure, you are valuing innovation coaching as a key strategic thrust.
Customer Satisfaction: On the surface, this is simple: Make the customer happy and they
will continue to be your customer. Many firms argue, however, that this is more for
shareholder value than it is for the customers themselves. You can use multiple performance
indicators to measure customer satisfaction and percentage of customer’s reputation.
Constantly Review: Review the performance on a regular basis. When everyone follows a
well-tested set of steps, there are fewer errors and delays, there is less duplicated effort, and
staff and customers feel more satisfied. Support employees with their key focus areas and
play an active part in enabling them to hit their sales goals. KPIs in a strong light, offering
clear support and focusing strictly on achievement, you can inspire your team to regard
them as a roadmap for success.

Task 4: Outline the strategy you will ensure team members have an input into the
planning, decision making and operational aspects of their work.

Answer: Being an outlet manager the strategy that I apply to make sure my team members
have an input into the planning decision making and operational aspects of their work. It is
to be understood that before exploring the strategies of developing team cohesion, and also
important to know the states of team development. ‘This understanding will serve you well
as you consider how to respond to the challenges and responsibilities of leading a team.

According to Bruce Tuckman, who developed a concept known as the stages of team
development? It has remained the pre-eminent model for understanding team dynamics
and development. Tuckman’ developed concept can be shown below:

These four stages: forming, storming, norming, and performing are pretty crucial that
capture the planning, decision making and operational aspects of their work establishing a
team charter through brain storming sessions in team meeting and voting for result can
make this process more effective.

Planning and make decisions effectively:

In order for planning and decision-making to be effective, team members must go beyond
simply understanding one another and reaching a decision everyone can live with to
learning how to suspend their own views and emerge as a single entity.
The purpose of any decision-making activity should be to:
 Provide a number of alternatives for arriving at the desired outcome
 Take a more objectives approach to decision making by brainstorming
 Include and discuss a variety of perspectives
 Arrive a consensus by voting
Similarly, while making decision the ways consensus and voting can be applied. In this way, I
lead my team effectively.

Task 5: Outlines the strategies you will use to encourage team members to participate in
and to take responsibility for team activities; including communication processes, and to
raise any issues or concerns.

Answer: The strategy that I apply to encourage my team members to participate in and to
take responsibility for team activities; including communication process and to raise any
issues or concerns are as follows:
 Planning or organizational skill
 Planning and organizing are two of the most important functions of a team leader. They
involve setting goals and organizing your team in such a way to provide the best
opportunity to accomplish these goals. They also involve monitoring your team members
and rewarding outstanding performance.
 Training skills
One of the best decision I can make as team leader is to provide training and
professional development for my team. Many team members fail to meet individual and
team targets, not because they lack effort or commitment, but because they lack the
skills necessary to achieve the targets. My role is to coach and mentor my team. It will
also involve facilitating group training sessions or coordinating training with external
providers. You need to be able to identify knowledge and skill gaps in my individual team
and work with them to close the gaps.
 Role model / leader
As a team leader, I will quickly learn the importance of effective communication with my
team. Too often, team leaders and managers view the communication process as a top
down formal process and give little regard to listening and understanding their team.
Effective team communications requires clear speaking and active listening. It requires
the ability to understand nonverbal communication and the ability to sell a message and
gain endorsement without coercion or force. Once information is understood correctly
and owned by your team, positive change is likely to occur.

 Brainstorms
We can brainstorm as well which is a useful technique to promote ideas and discussion
among team members and to identify solutions to problems. It allows each participant to
state their opinions in a non-threatening environment. An effective brainstorming
session should be free of conflict and encourage the participation of all team members.

 Discussion with individuals

There are some issues and problems that are best discussed in private on an individual
basis. In this way, I resolve all the issues arise while working in a team to achieve same
goal being an outlet manager.

Task 6: BizOps currently has no policies or procedures around allowing and encouraging
employees to take responsibility for their own work and to assist others to perform their
roles and responsibilities within the team.
Prepare a draft policy and set of procedures that would achieve this. It may be relevant to
utilize information that has already been documented in completing tasks 1-5 above.
Answer: A Draft Policy and set of procedures

BizOps Policy
Currently BizOps has no policies or procedures around encouraging employees to take
responsibility for their own work and to assist others to perform their roles and
responsibilities within the team so therefore policy and procedure must be implemented in
order to encourage staffs to take responsibilities and work for the success of a company.

 Each team member must communicate, participate, cooperate, support and

coordinate with each other.
 Each member must work in harmony without any conflict within the company.
 Harassment and discrimination is not accepted.
 The objective of team is to achieve 15% growth.
 The manager has responsibility to lead and manage the team and encourage team
members to take responsibilities.

Purpose
BizOps policy is to establish boundaries for acceptable behaviour and guidelines for best
practices. They offer clear communication to your employees as to how you expect them to
act and contribute to the overall culture of the workplace, because they instil norms and
values.

Scope
The scope of the policy is to guide the development of a policy, provide a summary of a
proposed policy, and ensure that those who might be affected by a policy are identified,
considered, and consulted.

Responsible Party
BizOps policy states who are the responsible party and it covers everyone connected with
BizOps norms and values. The responsible parties are:

Managers
Supervisor
Team Members
Customers

Policy Statement
BizOps policy statement provides a rationale for the policy, including underlying philosophy
of the policy and what the policy hopes to accomplish. This includes a statement of how the
policy is related to the institution’s core mission and values.

Procedure
BizOps has drafted and implemented a policy and it must be followed by everyone who is
related to BizOps. There is a specified procedure for everything which includes the necessary
steps to comply with the policy, with sufficient detail that end users will readily understand
how to comply with the policy mandates. Procedures should be consistent with the policy-
section. Forms associated with the procedure should be linked in the document. Specific
forms must be filed when giving any feedback or making complaints.

Task 7: BizOps currently has a formal feedback process that is documented in the
performance improvement and development plan template. Senior managers feel this
process alone is not appropriate as a mechanism to provide feedback to staff. Outline the
leadership techniques and strategies you would like to provide feedback to encourage,
value and reward the individual consultation of your team members.

Answer: Being an outlet manager of BizOps, the following techniques and strategies I would
like to provide feedback to encourage, value and reward the individual consultation of my
team member:
 Promote team accountability: the level of individual commitment is often the key
determinant of whether a team meets its target or not. As team leader supervisor,
my job is to provide regular opportunities for team members to account for their
contribution to learn outcomes. To be effective at fostering team accountability and
ownership, an organization’s systems must be designed with three basic principles in
mind, as outlined here.
 Encourage team communication responsibilities: teams and individuals need to take
responsibility for effective communication about work processes, performance and
outcomes. Task-versus relationship-oriented leadership: there has been debate about
the most appropriate style for leading teams.
Some people have suggested that relationship-oriented leadership in most appropriate
in complex-oriented leadership in most appropriate complex teams, since knowledge is
more likely to be shared in an environment of trust and goodwill. Others argued that a
task orientation is necessary as it creates a shared awareness of the task dimensions and
provides a structured approach to monitoring and feedback. Summing up, it is no easy to
be a good and successful leader however I appropriately follow above strategies
The feedback methods used to getting the feedback are as follows

Questionnaire
 A questionnaire is a research instrument consisting of a series of questions for the
purpose of gathering information from respondents.

Suggestion boxes
A suggestion box is a device for obtaining additional comments, questions, and
requests. In its most basic and traditional form, it is a receptacle with an opening, not
unlike an offering box or voting box. The box is used for collecting slips of paper with
input from customers and patrons of a particular organization.

Interviews
An interview is a conversation where questions are asked and answers are given. In
common parlance, the word "interview" refers to a one-on-one conversation with
one person acting in the role of the interviewer and the other in the role of the
interviewee.

Group meetings
A meeting is where a group of people come together to discuss issues, to improve
communication, to promote coordination or to deal with any matters that are put on
the agenda and to help get any jobs done.

Task 8: Outline the process that you would use to address and resolve any issues, concerns
or problems raised by team members, including referring to and following up with senior
management and other relevant stakeholders.

Answer: When issues arise, effective teams solve the problems efficiently and as a part of
the team’s overall processes. Issues should not derail a project or place undue pressure on
the cohesion of the team. If risks have been adequately assessed, the team should out
contingency plans when risks arise.
Problem identification is a process of considering where the project is currently positioned
along its time line, looking for gaps in performance, and determining possible causes for
delays, underperformance, quality or financial issue. The strategies outlined here provide
ways for that I apply to support my team in identifying problems:
1) Hold regular meetings: meetings provide an excellent forum for discussing and
sharing information. When planning meetings, I should allow time for consideration
of past issues, present issues and any risks that members of the team may have
identified during their work. Regular reviews allow me to adjust, react or plan for
work tasks and issues in advance. This assists in the efficiency of resolving problems
in the future.
2) Feedback and quality control processes: in most organizations, feedback from
processes have been created, you should have access to information sources to
enable me and others to identify current or possible future issues.
3) Problem-solving techniques: To support my team to solve problems, I need to
provide effective tools and techniques. There are a multiple of techniques available
that suit a variety of contexts. I may need to research further to establish techniques
useful in your situation.

Effective problem-solving tools:

SWOT analysis: Analyzing the strengths, weakness, opportunities and threats affecting
your project in a competitive environment. By thoroughly considering each aspect of the
competitive environment, you are able to develop answers to help maintain your
advantage.

Cause and effect diagrams: A line diagram linking outcomes to potential causes and vice
versa. These diagrams allow you and your team to consider possible causes and effects
that represent potential risks to your work. By generating these causes and effects, you
are in a better to rectify any potential risks.

Affinity diagram: organize your ideas, problems, and/or solutions into common themes.
This helps you and your team identifies common issues that may be the cause of
problems of that may lead to future issues.

Risk analysis: Analyzes the probability and consequences of risks you and your team
have identified. This helps to place a priority on those risks that you determine as high or
the most likely to cause as issue.

General appreciation: Uses the experience and observations of you and your team to
consider methods of solving problems and identifying potential issues.

Brainstorming techniques: when problems are difficult to solve, consider brainstorming

multiple solutions using the input of capable team members and stakeholders. Once a
range of ideas is produced, you or your team can then analyze each by applying criteria
such as cost versus effect or risk probabilities.

Summing up, when issues arise first of all I analyze the issues, I will deep down to find
out what, when, why and how the issue appeared then I will go for solution. Before
appearing any issues, as I mentioned earlier I will provide training to my team time to
time, I sometimes personally ask them what is going on, whether they are happy or not,
is there anything I need to change. Besides, SWOT analysis is a systematic way to identify
and resolve issues that I will use for my team.
Task 9: BizOps expects its retail outlet managers to lead by example. Outline three ways
you will ensure you serve as a role model for your team.

Answer: A role model is a person whose behavior and actions are emulated by others in
order to develop those skills and attributions in themselves. A role model can be anyone
who positively influences others in the work team and enhances the organization’s image to
a wide range of people including board member, business or government representatives.
Not all team leaders or managers are considered role models. When a leader is seen to be
doing the things that they have asked of their teams, they are more likely to gain the trust,
and confidence and cooperation of their team members.

Three ways that I can do for my team that might recognize me as a role model in the eyes of
my team as well as the outsiders who know me through my work include:

1) What people look for in their leaders?

It is said that effective leadership can mean different things to different people, there are
some common traits that people look for in their leaders. I am going to list some common
traits that might assist me to be a role model includes:

 Involves team members in planning, goal setting, and decision making

 Encourage interactive communication with team members
 Listen to employees, peers, and customers with an open mind
 Helps employees develop the habits they need to be more successful
 Empowers employees to make decisions

1) Inspire employees
Second ways is to inspire me valuable employees; I know well that inspiration plays
pivotal role in any organizations. For instance, if a manager personally takes interest to
any employee and inspires his works and shows his weakness, the employee will be so
happy and he will feel more responsible for his work. There are some leaders who act as
if they are the boss and they do not show any interest to the junior employees, these
leaders will never be considered as a role model. We can take an example of Martin
Luther King Jr., Nelson Mandela, Mahatma Gandhi are the true role mode and inspirer
though they are from political background.
There are three major things to inspire employees that are given below:
a) Be passionate: in organizations where there is a leader with great enthusiasm about
a project, their teams adopt higher levels of enthusiasm and motivation. Be
committed to the work you are doing. If you do not communicate excitement, how
can you expect your team members to get excited?
b) Involves team in decision making: when people are involved in the decision that
directly affects their work they are more inclined to follow the outcomes and
directives of the decision. Team meetings and discussions can serve as the medium
 for group based decision making. There are often times when decisions cannot be
made jointly. In these instances, ensure you are able to clarify the reasons behind
your decisions with those team member affected.
c) Know what your team is about: teams are made of people, not member, computer
or data. Great leadership starts with your ability to interact, understand and
communicate with your team. Know what your team thinks and feels by questioning,
listening, and interacting with them regularly and genuinely.
2) Be positive
It’s hard to be positive but to be a good leader and to establish myself as a role model I
will go down to earth. I know nothing is impossible in the world. I try to be positive all
the time and encourage my team to behave positively. Positive behavior has great power
to go ahead therefore I always excite myself and my valuable team to be positive.

Task 10: Develop a communication plan to share the progress of your team over the next
twelve months with each of the stakeholder groups outlined in the current BizOps
operational plan. Your plan should include who you will communicate with, what
information they will receive, the method of the communication and the frequency of the
communication.

Answer: A 12 Months Communication plan: BizOps Enterprises

The plan below includes:

The communicating with stakeholders
The information stakeholders will receive
The method of the communication
The frequency of the communication
The plan is scheduled from January 2018 to December 2018

Stakeholder Role in position Objective communication

Senior management Made the decision to Keep informed Feedback session
team increase sales by Email
15% annually communications
Newsletters
Videoconferencing
Outlet manager Develop an Implement plan Staff meetings
operational plan and consult Outlet manager
implement the plan meetings via
to increase sales in videoconferencing
their outlet interviews
Sales staff Implementations of Consult Meetings
the plan to achieve Keep motivated and Feedback sessions
the intended results engaged
Online and phone Provide sales and Consult frequently videoconferencing
outlets supported through
retail outlets
Customers People who make Obtain feedback Email
small purchases of communication
BizOps products newsletters
Recruitment agency Involved in recruiting Consult meetings
staff

The aforementioned stakeholders will be informed about this communication plan along
with their role, method of communication, objective of the communication and so on.

Task 11: Outline how you will facilitate a two-way flow of information on team
performance issues between your team and senior management.

Answer: Facilitating a two-way flow of information on team performance issues between my

team and senior management makes me as an able outlet manager as well as it provides me
many advantages that includes:
1) Communicating my team with senior management not only saves my valuable time but
also my team personally keeps their words to the management team
2) It is not good to be mediator each between my team and senior management rather if
they consult each other it will be more effective, practical and systematic
3) Interaction between these two parties will create a good organizational culture and there
will be less feeling or even for no feeling for senior or junior. For example, in many
organizations, junior employee is not allowed to keep his words to senior management and
manager will facilitate both party but I will try to delete this bridge and want to become
more flexible and transparent.
4) When team performs well, the organization gets benefit and this message should be
reached to senior management; therefore, senior management instantly get the result and
may give feedback to the team. Sometimes, if team performance is not well in that case
senior management might advise me and my team and will resolve this issue.
5) Information sharing itself is very important because without instant communication many
planning might fail and with timely information many objectives and planning might
complete soon. Manager has many roles to finish and sometimes it takes time to share
information of his team to the senior management that results the important task get
delayed so that it is a very good system to inform in time about work performance of the
team to the senior management on the absence of manager.
Task 12: One of your team members is concerned that they will not be able to achieve the
KPIs you have set and they will probably get sacked. Explain what you will do to address
and resolve their concerns.

Answer: As an outlet manager of BizOps, it’s my duty to take care equally to each members
of the team. For instance, if one of my team members failed to meet the target KPI for given
month, I consider it is my failure as well. I reckon something had gone wrong as a result, we
failed to achieve required target. I believe mistakes might happen in any business because
none is perfect in the world but we should try 100% to make it perfect.

In my team, when my team members unable to hold the target KPIs suppose 5% growth in
this month November 2017 but I have found they fail to achieve it. I believe failure is the key
to success therefore I will thoroughly inspect every actions and activities how my team had
gone through, if I find everything is sound and all worked hard to get required KPIs however
result was bad, I will not do any bad things like terminate my team members, take penalty
and so on because rudeness to my own team ultimately harms me and I will never become a
good boss in the eyes of my team.
After checking thoroughly, I will find of course any issues that might have disturbed our work
that’s why my team was unable to achieve the target KPIs. For example, if it had happened
due to lack of training, delivery issues, motivation, I would better fulfill these issues as soon
as possible rather than fire old ones and hire new ones.
Besides, in extreme case, if one of my team members has intentionally made mistake and
never tried to as per the given target and methods, I may cut his/her shift or fire him
because I know he might contaminate the whole healthy and sound environment of
company therefore it will better to terminate him.
Lastly, in this way, I try to resolve this issue tactfully and clearly thinking this will not impact
my team and my company rather it will be example to be learned for the betterment of all.