Or 128616

Unit Assessment Pack
BSBOPS502
Manage business operational plans
Table of Contents
Assessment Pack (UAP) – Cover Sheet.................................................................................................3
Student and Trainer/Assessor Details.................................................................................................3
Course and Unit Details.......................................................................................................................3
Assessment Submission Method.........................................................................................................3
Student Declaration.............................................................................................................................3
Assessment Plan..................................................................................................................................4
Unit information pack..........................................................................................................................4
UAT 1 – Unit Knowledge Test (UKT).....................................................................................................5

Pre-assesment checklist......................................................................................................................5
Purpose................................................................................................................................................5
Information for studnets.....................................................................................................................5
Reasonable adjustments.....................................................................................................................5
Student declaration.............................................................................................................................5
Assessment task instructions..............................................................................................................6
Unit Assessment Result Sheet (UARS).................................................................................................9

UAT 2 – Unit Project............................................................................................................................11
Pre-assesment checklist......................................................................................................................11
Purpose................................................................................................................................................11
Information for studnets.....................................................................................................................11
Reasonable adjustments.....................................................................................................................11
Student declaration.............................................................................................................................11
Assessment task instructions..............................................................................................................12
Unit Assessment Result Sheet (UARS).................................................................................................25
Unit Assessment Pack (UAP)

Version 9 – Jan 2021 1
Purpose of unit Assessment Pack
This document is for the student and provides all the assessment tasks which need to be completed
to be deemed competent in this unit. The document also provides instructions and information to
assist the student to complete each assessment task. Students must respond to all questions and
submit the assessment to their Assessor.
Copyright
This document was developed by VET Resources © 2021.
No part of this resources may be reproduced in any form or by any means, electronic or mechanical
including photocopying or recording or by any information retrieval system without written
permission from VET Resources. Legal action may be taken against any person who infringes their
copyright through unauthorised copying.

Assessment Pack (UAP) – Cover Sheet
Student and Trainer/Assessor Details
Student ID
Student name
Trainer/Assessor name
Course and Unit Details

Course code
Course name
Unit code BSBOPS502
Unit name Manage business operational plans
Assessment Submission Method

☐ By hand to trainer/assessor ☐ By email to ☐ Online submission via Learning
trainer/assessor Management System (LMS)
☐ By Australia Post to RTO ☐ Any other method

_________________________________________________
(Please mention here)
Student Declaration
• I certify that the work submitted for this assessment pack is my own. I have clearly referenced any
sources used in my submission. I understand that a false declaration is a form of malpractice.
• I have kept a copy of this assessment pack and all relevant notes, attachments, and reference material
that I used in the production of the assessment pack;
• For the purposes of assessment, I give the Trainer/Assessor of this assessment the permission to:
o Reproduce this assessment and provide a copy to another member of staff; and
o Take steps to authenticate the assessment, including communicating a copy of this assessment
to a checking service (which may retain a copy of the assessment on its database for future
plagiarism checking).
Student signature Date

Assessment Plan
To demonstrate competence in this unit, the student must be assessed as satisfactory in each of the following
assessment tasks.
Evidence recorded Evidence Type/ Method of assessment Sufficient evidence

recorded/Outcome
Unit Assessment Task 1 Unit Knowledge Test (UKT) S / NS (First Attempt)

S / NS (Second Attempt)
Unit Assessment Task 2 Unit Project S / NS (First Attempt)
S / NS (Second Attempt)
Final result C ☐ NYC ☐ Date assessed
Trainer/Assessor
Signature
Unit information pack

The student and Trainer/Assessor must read and understand all the information in the unit information pack
before completing the unit assessment pack.

UAT 1 – Unit Knowledge Test (UKT)
Pre-assessment checklist
Purpose
The pre-assessment checklist helps students determine if they are ready for assessment. The Trainer/Assessor
must review the checklist with the student before the student attempts the assessment task. If any items of the
checklist are incomplete or not clear to the student, the Trainer/Assessor must provide relevant information to
the student to ensure they understand the requirements of the assessment task. The student must ensure they
are ready for the assessment task before undertaking it.
Information for students

• Please make sure you have completed the necessary prior learning before attempting this assessment.
• Please make sure your Trainer/Assessor has clearly explained the assessment process and tasks to be
completed.
• Please make sure you understand what evidence is required to be collected and how.
• Please make sure you know your rights and the complaints and appeal process.
• Please make sure you discuss any special needs or reasonable adjustments to be considered during the
assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your
Trainer/Assessor).
• Please make sure that you have access to a computer and the internet (if you prefer to type the answers).
• Please ensure that you have all the required resources needed to complete this Unit Assessment Task
(UAT).
• Due date of this assessment task is according to your timetable.
• In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can
be granted by the Trainer/Assessor.
• Evidence of the compelling and compassionate circumstances must be provided together with your
request for an extension to submit your assessment work.
• Request for an extension to submit your assessment work must be made before the due date of this
assessment task.
Reasonable adjustments
• If student has requested a reasonable adjustment, then complete the reasonable adjustment form
included in the unit information pack.
Student declaration
• I confirm that Trainer/Assessor has provided all the information related to the assessment task as
included in the information for student section and I am ready for the assessment.

Assessment task instructions
Assessment type:
• Written Questions
Instructions provided to the student:
Assessment task description:
• This is the first (1) unit of assessment task that the student must successfully complete to be deemed
competent in this unit of competency.
• The Unit Knowledge Test is comprised of twenty (20) written questions.
• Student must respond to all the questions and submit them to the Trainer/Assessor.
• Student must answer all questions to the required level, e.g. provide the number of points, to be deemed
satisfactory in this task.
• Trainer/Assessor is required to provide feedback within two weeks and notify students when results are
available.
Applicable conditions:
• This knowledge test is untimed and is conducted as an open book test (this means student can refer to
textbooks during the test).
• Student must read and respond to all questions.
• Student may handwrite/use computers to answer the questions.
• Student must complete the task independently.
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or
Not Satisfactory.
• Trainer /Assessor must assess student’s written skills and knowledge as he/she completes this assessment
task.
• The Trainer/Assessor may ask the student relevant questions on this assessment task to ensure that this is
his/her own work.
Resubmissions and reattempts:
• Where a student’s answers are deemed not satisfactory after the first attempt, a resubmission attempt
will be allowed.
• Student may speak to their Trainer/Assessor if the student has any difficulty in completing this task and
requires a reasonable adjustment (e.g., can be given as an oral assessment).
• For more information, please refer to the RTO Student Handbook.
Location:
• This assessment task may be completed in (tick the relevant box):
☐ Learning Management System ☐ Classroom

☐ Simulated learning environment ☐ Workplace
Other: ____________________________________

• Trainer/Assessor will provide the student with further information regarding the location for completing
this assessment task.
Purpose of the assessment
The purpose of the assessment is to check knowledge relevant to the unit.
Instructions for answering written questions:
• Students must complete a written assessment consisting of a series of questions.

• It is expected from students to correctly answer all the questions.
• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and
good writing skills.
• Students must respond to all questions for this assessment in a concise manner, providing only
information that is relevant.
• Student must use non-discriminatory language. The language should not devalue, demean, or exclude
individuals or groups on the basis of such attributes including gender, disability, culture, race, religion,
sexual preference, age and/or any other basis. Gender inclusive language should be used.
• Assessors must not accept responses/answers that have been copied directly from other sources
materials.
Resources required to complete the assessment task:
• Access to learner guide and other learning materials.

• Computer
• Internet
• MS Word
• Printer or e-printer
• Place for meeting
• Unit Assessment Task

Question 1: Explain in your own words, the following models and methods of Strategic Satisfactory
Planning: response
 Issue- or Goal-Based Strategic Planning Model Yes ☐ No ☐

 Scenario Strategic Planning Model
 Alignment Strategic Planning Model
Each of the following should be answered in 50-100 words.
 Issue- or Goal-Based Strategic Planning Model

one of the key strategic planning models that makes it easier to improve the fundamental plan and is
primarily used by organisations that want to learn more about strategic planning.
is the method of planning that strategic managers use the most frequently. The first step is to assess the
association's main objective, vision, core values, and beliefs; this makes sure that management is
engaging in adjusted thinking and is in the right frame of mind to delve further and address business
issues.
 Scenario Strategic Planning Model- is speculating about what the future will bring and how your
organization's current situation will change over time as a result. The most popular method of
identifying a particular arrangement of vulnerabilities, or various "real factors," of what might happen
to your organization is situation arranging.
Additionally, situation planning gives CEOs and sheets of CEOs a framework for non-crisis decisions,
giving them access to plans, financial plans, and gauges as well as a clearer understanding of the key
elements that will influence business development and the potential effects of impending events.
 Alignment Strategic Planning Model

is a tool that aids in assessing how well the organization's longer-term plans are in line with its
resources and capabilities, as well as with opportunities, weaknesses, and risks that should be taken
into account.

Question 2: Answer the following: Satisfactory
response
A) What is the purpose of an operational plan in achieving the organisation’s plan? Write
your answer in 50-100 words. A) Yes ☐ No ☐
B) How does the operational plan of an organisation impact different areas of the B) Yes ☐ No ☐
business? Write your answer in 50-100 words.
What is the purpose of an operational plan in achieving the organisation’s plan?
The well-defined course of action plans to give the association direction, present goals and targets, and
identify various methods to use in achieving those goals. The carefully considered course of action serves as a
general direction for managing the association in accordance with the needs and goals of partners. The well-
planned course of action DOES NOT include the routine tasks and activities involved in managing the
association.
How does the operational plan of an organisation impact different areas of the business?
The operational plans of a business have a significant impact on many aspects of that business. With the aid
of the established arrangement, defining objectives for the organization and achieving explicit objectives and
targets are made simpler. It clearly has an impact on both the functional and the actual side in terms of
staffing, how the company presents itself, and daily operations. Functional plans are a great way to make sure
that all business areas are being designated positively.

response
A) Define the budgeting process. Write your answer in 50-100 words.
A) Yes ☐ No ☐
B) Explain the purpose of operational budgeting. Write your answer in 50-100 words.
B) Yes ☐ No ☐
C) Compare and contrast the Top-Down Versus Bottom-Up budgeting processes. Write
your answer in 150-200 words. C) Yes ☐ No ☐
A) Define the budgeting process

The planning system is best described as a precise business movement that encompasses the course of
events, execution, and evaluation of an arrangement for the arrangement of administrations and capital
resources, including fixed assets, like cash or time, during a given period to accomplish desired financial
targets.
B) Explain the purpose of operational budgeting
Functional planning includes enhancing the association's financial plans, typically for a year. Monthly or
quarterly financial plans are especially useful for anticipating cash needs and for contrasting real experience
and plan, even though annual spending plans are not required to be divided into shorter time frames. Making
plans for all phases of the activity, including deals, marketing, assembling, designing, and general
organization, is necessary for a complete professional budget. The accompanying advancements are
necessary for the planning system. Take note of the connections between and among the various
advancements. These connections will play a big role in how prepared any planning projects you work on are.
C) compare and contrast the Top-Down Versus Bottom-Up budgeting processes.
In top-down planning, Budgets must be created by departments while adhering to the limitations imposed by
senior leadership. In Bottom-up planning, -Departments produce their own budget projections and submit them
to senior leadership. The two strategies are the two types of budgeting that are most frequently used.

response
A) Prepare a list of four (4) alternative approaches to be used to develop key performance
indicators to meet business objectives. A) Yes ☐ No ☐
B) Explain any two (2) approaches discussed in part ‘a’. Write your answer in 50-100 B) Yes ☐ No ☐
words.
A) Prepare a list of four (4) alternative approaches to be used to develop key performance indicators to
meet business objectives.
Make a list of four different strategies that could be used to create key performance indicators in order to
achieve business objectives.
1) A lifecycle perspective.
2) Causation and result.
3) Legal and administrative requirements.
4) A risk-based strategy.
b) Explain any two approaches discussed in part a
1) Causation and result.: This technique aids in the identification of KPI for addressing the underlying or
fundamental reason why certain services, functions, or activities are ineffective or inefficient. With this
method, the cause is analysed, and the KPIs that address the effect are identified.
2) A risk-based strategy: The risk-based approach identifies the particular services, functions, or activities that
are risky, and uses KPI to track how well the risk is being mitigated.

response
A) What laws should organisations comply with when managing operational plans? Write
your answer in 30-50 words. A) Yes ☐ No ☐
B) Outline any four (4) broad areas of legislation that apply to nearly all Australian B) Yes ☐ No ☐
organisations when implementing and managing operational plans. Write your answer in
200-250 words. C) Yes ☐ No ☐
C) Provide a brief description of the Fair work act 2009. (40-80 words)
A) What laws should organisations comply with when managing operational plans?
All associations are required to uphold all applicable laws and rules. Therefore, it is crucial that the functional
structure of an association abide by these guidelines.
To make sure that your functional arrangement is consistent, you should research the legal and
administrative landscape of your association.
All associations are required to abide by Australian government regulations as well as the laws of the state or
states where they are located. Industry-specific regulations should be followed by specific associations as
well.
B) Outline any four (4) broad areas of legislation that apply to nearly all Australian organisations when
implementing and managing operational plans.
Legislation from all levels of government, including laws, regulations, standards, and other documents, can
have a significant impact on how most Commonwealth entities are required to manage their information and
records. The Australian National Audit Office recommended in its recordkeeping, including the management
of electronic records reports that the archives publish details of the laws, policies, standards, and guidance
that have an impact on entities. These practices enable agencies to meet legislative requirements, and
community expectations, and to promote accountability and transparency of government decisions and
actions. This list explains that recommendation and provides information on sources used by the entire
government that describe different records management duties. These sources were chosen after consulting
with other Australian government agencies. (a) Statutes, other legal documents, and regulations (c) Records
and information management standards and authorities (b) overall government policies and strategies (d)
direction and advice
1) Required: laws, legislative acts, and standing orders
2) Required action: Agencies must be aware of and comply with the relevant policy, standard, and guideline
requirements.

3) Recommendation for best practise: While not required to do so, agencies are strongly encouraged to
follow the recommendations in these products to the fullest extent possible.
4) Information resource: Organizations may gain from reading this content, which may contain details on
records management issues and specifications.

response
A) Explain the purpose of workplace policies and procedures. Write your answer in a
single sentence. A) Yes ☐ No ☐
B) Outline any four (4) organisation’s policies, practices and procedures that directly relate B) Yes ☐ No ☐
to the operational plan. Write your answer in 200-250 words.
A) Explain the purpose of workplace policies and procedures. Write your answer in a single sentence.
All major decisions and actions are intended to be influenced by policies and procedures, and all activities are
conducted within the parameters that they have established. The specific techniques used to put policies into
practice in the day-to-day operations of an organization ion are called procedures.
B) Outline any four (4)organizations policies, practices and procedures that directly relate to the
operational plan
1) Workplace procedures.
2) the processes for complaints and disputes.
three) case management techniques.
4) Workplace health and safety protocols

response
A) Explain the key components of a complete operational plan. Write your answer in 50-
100 words. A) Yes ☐ No ☐
B) Who should be consulted when preparing an operational plan, escalation points, B) Yes ☐ No ☐
resources management? Write your answer in 50-100 words.
Explain the key components of a complete operational plan
Establish broad, measurable goals that are clearly related; avoid setting goals that are at odds with your
strategy.
Establish measurable objectives that support the main goals, making sure that staff and management can
have a direct impact on success.
Establish clear timeframes and accountability—indicate who is in charge of each objective and goal, as well as
the due date.
Be aware of the potential impact on financial performance—project anticipated changes in revenue or

expenses related to each goal and their impact on finances.
Create backup plans for objectives that could have a big financial impact. Describe what would happen if
results started to deviate significantly.
Track your progress frequently—Always keep your strategic priorities, as well as any associated objectives
and goals, in the forefront.
Who should be consulted when preparing an operational plan, escalation points, resources management
A crucial idea in the context of managing an organization is the process of consultation. Organizations exist to
generate value for their constituencies, and consultation is a process by which the management of the
organization aims to better comprehend the needs, wants, and expectations of constituencies.
Opening formal and informal communication channels between the organization and its stakeholders is a
proactive process called consultation.

Question 8: Why is it important to develop consultation processes as an integral part of the Satisfactory
operational planning process? Write your answer in 100-150 words. response
Yes ☐ No ☐
Invite stakeholders to offer management of the organisation advice on their needs, wants, and expectations,
or tell the organisation what value it wants and how it can provide this value, as these are the three main
goals of consultation. An extremely crucial concept in the context of managing an organisation is the process
of consultation. Organizations exist to create value for their stakeholders, and consultation is a process by
which management seeks to better understand the needs, wants, and expectations of stakeholders in order
to create value. Opening formal and informal channels of communication between the organisation and its
stakeholders is a proactive process called consultation.

response
A) What are the key points to consider when creating a contingency plan? Write your
answer in 50-100 words. A) Yes ☐ No ☐
B) Prepare a list of three (3) steps to be implemented to develop a contingency plan. B) Yes ☐ No ☐

A) What are the key points to consider when creating a contingency plan?
A contingency plan is an action intended to assist a company in responding to circumstances that may or may
not arise within the company. The projected outcome, a plan response based on the projected outcome, and
the actions to be taken in the event of the occurrence are the three elements that make up the contingency
plan. The protection, detection, and recoverability are the three main components of any contingency plan.
Protection in relation to the contingency plan explains security and safety and aids in the development of
adequate responses. The identification of the threat and risk in the systems that necessitate the contingency
plan is dealt with in the detection phase of the contingency plan.
B) Prepare a list of three (3) steps to be implemented to develop a contingency plan
Determine the dangers in Stage 1.
On the off chance that your sales could decline the day after the Black Friday shopping extravaganza or a
technical problem could leave your company without a data set, you'll need to foresee these risks. Make a list
of all potential occurrences that could disrupt your business while you're seated with your management
team.
Create a grouping in STEP two for each occasion.
Write your emergency plan with clear instructions for readiness before, during, and after the event, just as
you would a story with a beginning, middle, and end.
Step 3: Continue to follow the plan.
Make your plan available to the entire staff. Keep it succinct, well-organized, and accessible both in print and
online. Additionally, make sure the contingency plan is accessible from anywhere by making it both on-site
and off-site. Contingency planning calls for consistent, in-depth staff training in numerous businesses and
large organizations. This guarantees that everyone at work feels secure and at ease during these disruptive
situations.
Question 10: List any three types of procurement processes used by organizations. (40-80 Satisfactory
words) response
Yes ☐ No ☐
List any three types of procurement processes used by organisations
Direct acquisition, backhanded acquisition, and administrations acquisition are the three main categories of
acquisition exercises. Direct acquisition: Direct acquisition includes the quick purchase of inexpensive goods,
hardware, and other items that directly improve the organization's bottom line.

Question 11: You have prepared an operational plan for your organisation. The next step is Satisfactory
to get it approved. Explain in your own words how will you make sure that the authorities response
are impressed and give approval for the implementation of your operational plan? Write
your answer in 50-100 words. Yes ☐ No ☐
The operational plan is a fundamental tool that guides the day-to-day activities of organisational staff. All staff
members should be aware of the operational plan's existence, as well as what it is intended to accomplish
and why it is significant to them. The operational plan is only as effective as the staff members' diligence in
putting it into practise.

response
A) Why is it important to have a recruitment policy and procedures at the workplace as
part of an operational plan? Write your answer in 30-50 words. A) Yes ☐ No ☐
B) Prepare a list of five (5) factors that affect the recruitment policy of an organisation. B) Yes ☐ No ☐
A) Why is it important to have a recruitment policy and procedures at the workplace as part of an
operational plan?
a) Policies and procedures: Policies and procedures are crucial in the workplace because they define what is
acceptable and unacceptable in employee development, performance management, and other areas. They
also help employers manage staff more effectively.
B) Prepare a list of five (5) factors that affect the recruitment policy of an organisation
b) Elements influencing the requirement policy
A) Human resource planning
B) Organizational size
C) Recruitment expenses
D) Growth and Expansion
E) Supply and Demand
F) Labour Market
G) Organizational Goodwill/Image

response
A) Prepare a list of any three (3) policies and procedures that need to be followed at the
workplace for acquiring physical resources. A) Yes ☐ No ☐
B) Document a strategy that organizations use to efficiently acquire physical resources. B) Yes ☐ No ☐
Write your answer in 50-70 words.
A) Prepare a list of any three (3) policies and procedures that need to be followed at the workplace for
acquiring physical resources.
1) Plant and machinery

2) Space
3) Resources
 1) Plant and equipment, including:

 a) trucks;
 b) office furniture;
 c) machinery; and
 d) structures.
2) Workplace Design: Researchers found that one of the main factors influencing innovation within an
organisation was workplace design. The most innovative businesses had workspaces that catered to the
needs of the individual worker while also providing resources for collaborative group work. Employees at
these businesses reported better relationships with management and a greater sense of purpose in their
jobs.
3. Facilities:
1. Entrance and exit
2. Workspaces
 c) Surfaces like floors and walls
 d) Ventilation and lighting
Extreme temperatures, vital services, personal amenities, outdoor and isolated work, and extreme
temperatures
B) Document a strategy that organisations use to efficiently acquire physical resources
 Acquisition strategy for physical resources: The effective use of physical resources can take the
company to new heights of success.
 1) Wherever possible, utilise technology. By doing so, we can reduce the likelihood of errors and
ensure that there are enough resources available.
2) Use management software: It is a helpful tool to improve business operations because it raises
productivity and performance in general.

Question 14: Why is it important to incorporate requirements for intellectual property rights Satisfactory
and responsibilities in the contract when employing an independent contractor? Write your response
answer in 30-50 words.
Yes ☐ No ☐
Why is it important to incorporate requirements for intellectual property rights and responsibilities in the
contract when employing an independent contractor?
Many small business owners prefer to work with independent contractors rather than hiring employees in
Texas contractors’ agreements backup withholding Employing independent contractors has advantages such
as flexibility in varying hours worked or paying by project and not having to pay when there isn't work
available.

response
A) What is the definition of a Performance management system? Write your answer in 30-
50 words. A) Yes ☐ No ☐
B) Prepare a list of components to be included in performance management systems. B) Yes ☐ No ☐
C) What are the responsibilities of managers/supervisors in the implementation and C) Yes ☐ No ☐

monitoring of performance management systems? Identify and list any five (5).
What is the definition of a Performance management system?
Employee performance is monitored by a performance management system in a predictable and quantifiable

way. To make sure that everyone in the organisation is supporting and contributing to the strategic goals of
the company, the system relies on a combination of technologies and methodologies.
Prepare a list of components to be included in performance management systems
1) Performance management
2) Performance evaluation and review
3) individual counselling and performance support
4) recognising excellence
5) Plans for performance improvement
6) Evaluation of potential
What are the responsibilities of managers/supervisors in the implementation and monitoring of

performance management systems? Identify and list any five (5).
c) Managerial responsibilities: The top managers play a leading role in the entire process by setting examples
for the lower rung and serving as role models for the workforce. It is their duty to create policies that ensure
effective performance management in an organization and to identify and uphold the core values pertaining
to performance.
- Utilize the performance management procedure as a helpful tool to aid in the growth and development of
your employees.
-Employees will lose interest if they perceive a lack of interest on your part.
-Be sure to highlight the process' advantages when discussing it with your team, and encourage them to take
responsibility for their own performance and growth.
-Establish a suitable timetable of performance discussions with the people you directly manage.
- Regularly provide constructive and positive feedback.

response
A) How can operating budgets be monitored? Write your answer in 50-70 words.
A) Yes ☐ No ☐
B) What are the key issues that need consideration when auditing a budget? Identify and
prepare a list of any five (5). B) Yes ☐ No ☐
How can operating budgets be monitored
In practical terms, monitoring a budget entail examining monthly checking reports and taking action to deal
with any significant fluctuations. At all levels, this cycle should be carried out, including any financial plan
elements that have been abandoned.
What are the key issues that need consideration when auditing a budget? Identify and prepare a list of any
five
valuation of asset. The reviewer was unable to find evidence to support important hypotheses.
possession of resources. The reviewer did not gather evidence to support the organization's claims that it had
specific resources.
The executives' representations. The reviewer disagreed with the way the board responded to requests.

Question 17: Explain the following two methods of budget analysis: Satisfactory
response
A) Horizontal analysis
A) Yes ☐ No ☐
B) Vertical analysis
B) Yes ☐ No ☐
Write 50-100 words for each.
Horizontal analysis
is a method for analysing financial statements that involves contrasting specific financial data from one
accounting period with data from other periods. Such a method is used by analysts to study past trends.
By contrasting the values of the current year with those of the base year, trends or changes are evaluated.
Finding any rise or fall in particular values is the aim. In a horizontal analysis, a percentage or an absolute
comparison might be used.
Vertical analysis
Financial statement analysis technique known as vertical analysis lists each line item as a percentage of a base
figure within the statement. Line items on a balance sheet can be expressed as a percentage of total assets or
liabilities, while those on an income statement can be expressed as a percentage of gross sales. Vertical
analysis of a cash flow statement also displays each cash inflow or outflow as a percentage of the total cash
inflows.

response
A) Describe the steps that can be implemented when coaching an individual team
member. Write your answer in 100-150 words. A) Yes ☐ No ☐
B) Prepare a list of steps to be implemented to provide mentoring to team members B) Yes ☐ No ☐

Describe the steps that can be implemented when coaching an individual team member.
Another strategy for fostering employees' true potential is to teach. By providing training, you give your staff
the opportunity to grow and achieve ideal execution through constructive criticism, mentoring, and coaching.
You can support representatives as they work toward their goals rather than solely relying on a survey plan.
Stage 1: Establish a Mutually Trusting Relationship
Any training relationship's foundation is established by the director's regular interactions with the
representative. It is impossible to run an effective training session without some degree of trust.
Open the gathering in Stage 2
The chief should open a training session by explaining, without being judgmental or accusatory, why the
event was planned. The first step is to review the purpose of the gathering that was initially established when
the arrangement was booked in a congenial, nonjudgmental manner.
Stage 3: Acquire comprehension
A manager should have the ability to describe the problem and persuade the representative to see the
consequences of continuing with their current behavior if they want to persuade the employee that there is a
presentation problem. To do this, you must decide how to act and then explain the results.
Stage 4: Research Your Options
Then, look into how enabling the employee to recognize elective arrangements can help to improve or
resolve the problem.
Step 5: Obtain a Commitment to Act. To complete this step, the manager must ensure that the employee
verbally commits to the action to be taken as well as the timing of the action. Make sure to support the
representative's choice and suggestion.
6. Provide criticism
Strong mentors understand the value and importance of providing their offspring with ongoing performance
criticism, both constructive and corrective.
Prepare a list of steps to be implemented to provide mentoring to team members
The five steps listed below are essential for creating a mentorship programme in your place of employment.
Describe the goal of the programme.
Place the tutoring system within the workplace.
members of the chosen programme.
Pair up mentors and mentees.
Prepare mentoring programmes.

Question 19: What is the role of performance monitoring in negotiating variations to Satisfactory
operational plans. (50-100 Words) response
Yes ☐ No ☐
In any disagreement, people understandably want to achieve the best result for their position or the
organisation they represent; however, the principles of fairness, seeking mutual benefit, and maintaining a
relationship are the keys to a successful outcome. Negotiation is a method for resolving differences; it is a
process by which compromise or agreement is reached while avoiding argument and dispute.

Question 20: You need to complete the following table, which includes the different Satisfactory
information sources which are used to develop the operational plan: response
Yes ☐ No ☐
Information source Description Examples (provide 1)
External consultants
Strategic plan
Budgets and forecasts
Legislation and
regulatory authorities
Organisational policies
and procedures
Information source Description Examples (provide 1)

External consultants
Strategic plan
Budgets and forecasts
Legislation and regulatory

authorities
Organisational policies and

procedures

Unit Assessment Result Sheet (UARS)
Outcome of Unit First attempt:
Assessment Task (UAT)
Outcome (please make sure to tick the correct checkbox):

Satisfactory (S) ☐ or Not Satisfactory (NS) ☐
Date: _______(day)/ _______(month)/ ____________(year)
Second attempt:

Feedback to Student First attempt:
Second attempt:
Student Declaration  I declare that the answers I have provided are my own work. Where I
have accessed information from other sources, I have provided
references and or links to my sources.
 I have kept a copy of all relevant notes and reference material that I used
as part of my submission.
 I have provided references for all sources where the information is not
my own. I understand the consequences of falsifying documentation and
plagiarism. I understand how the assessment is structured. I accept that
all work I submit must be verifiable as my own.
 I understand that if I disagree with the assessment outcome, I can appeal
the assessment process, and either re-submit additional evidence
undertake gap training and or have my submission re-assessed.

 All appeal options have been explained to me.
Student Signature
Date
Trainer/Assessor Name
Trainer/Assessor I hold:
Declaration
 Vocational competencies at least to the level being delivered
 Current relevant industry skills
 Current knowledge and skills in VET, and undertake
 Ongoing professional development in VET
I declare that I have conducted an assessment of this candidate’s submission. The

assessment tasks were deemed current, sufficient, valid, and reliable. I declare
that I have conducted a fair, valid, reliable, and flexible assessment. I have
provided feedback to the above-named candidate.
Trainer/Assessor
Signature
Date
Office Use Only Outcome of Assessment has been entered onto the Student Management System
on _________________ (insert date)
by (insert Name) __________________________________

UAT 2 – Unit Project
Pre-assessment checklist
Purpose
The pre-assessment checklist helps students determine if they are ready for assessment. The Trainer/Assessor
must review the checklist with the student before the student attempts the assessment task. If any items of the
checklist are incomplete or not clear to the student, the Trainer/Assessor must provide relevant information to
the student to ensure they understand the requirements of the assessment task. The student must ensure they
are ready for the assessment task before undertaking it.
Information for students

• Please make sure you have completed the necessary prior learning before attempting this assessment.
• Please make sure your Trainer/Assessor has clearly explained the assessment process and tasks to be
completed.
• Please make sure you understand what evidence is required to be collected and how.
• Please make sure you know your rights and the complaints and appeal process.
• Please make sure you discuss any special needs or reasonable adjustments to be considered during the
assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your
Trainer/Assessor).
• Please make sure that you have access to a computer and the internet (if you prefer to type the answers).
• Please ensure that you have all the required resources needed to complete this Unit Assessment Task
(UAT).
• Due date of this assessment task is according to your timetable.
• In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can
be granted by the Trainer/Assessor.
• Evidence of the compelling and compassionate circumstances must be provided together with your
request for an extension to submit your assessment work.
• Request for an extension to submit your assessment work must be made before the due date of this
assessment task.
Reasonable adjustments
• If a student requires a reasonable adjustment, then complete the reasonable adjustment form included in
the unit information pack.
Student declaration
• I confirm that the Trainer/Assessor has provided all the information related to the assessment task as
included in the information for student section and I am ready for the assessment.

Assessment task instructions
Assessment type:
 Unit Project
Instructions provided to the student:
Assessment task description:
• This is the second (2) unit assessment task that student has to successfully complete to be deemed
competent in this unit of competency.
• The student is required to complete three activities.
o Activity 1: Development of an operational plan
 Part A: Consultation with HR manager and technology consultant
 Part B: Prepare a basic operational plan
 Part C: Preparing contingency plan
 Part D: Developing proposal for resource requirements
o Activity 2: Managing resources
 Part A: Planning strategies for physical and human resources
 Part B: Implement physical and human resources strategy
 Part C: Acquiring the resources
o Activity 3: Reviewing the operational performance
 Part A: Performance management
 Part B: Budget analysis
 Part C: Implement variations in the operational plan
• The student must attempt all criteria to the required level, e.g., Assessment criteria mentioned in the
performance checklist to be deemed satisfactory in this task.
Applicable conditions:
• All Activities is untimed and conducted as an open book test (this means the student can refer to
textbooks or other learner materials during the test).
• The student must complete the task independently.
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or
Not Satisfactory.
• Trainer /Assessor must assess student’s practical skills, technique, and knowledge as he/she completes
this assessment task.
• The Trainer/Assessor may ask the student relevant questions on this assessment task to ensure that this is
his/her own work.
Resubmissions and reattempts:
• Where a student’s performance is deemed not satisfactory after the first attempt, a resubmission attempt
will be allowed. Assessor must note any such submissions.
• Student may speak to their Trainer/Assessor if the student has any difficulty in completing this task and
requires a reasonable adjustment (e.g., can be given as an oral assessment).

• For more information, please refer to the RTO Student Handbook.
Location:
• This assessment task may be completed in (tick the relevant box):
☐ Learning Management System ☐ Classroom

☐ Simulated learning environment ☐ Workplace
Other: ____________________________________
Purpose of the assessment:
• Purpose of this project is to check skills and knowledge related to performance criteria and performance
evidence of the unit.
General Instructions for attempting the project:
• Student must complete all the activities of this assessment task.

• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and
good writing skills.
• The student must complete all the provided templates (if any).
Resources required to complete the assessment task:
• Access to learner guide and other learning materials.

• Computer
• Internet
• MS Word
• Printer or e-printer
• Unit Assessment Task
• Operating system
• Internet
• Simulated website
• Simulated business plan

Scenario:
Career Training is acknowledged as an industry training leader delivering nationally recognised and specialised
courses. Career Training is a private Registered Training Organisation (RTO) based in Geraldton, Western
Australia, with satellite offices in Broome, Derby and Perth.
Registered Training Organisations (RTOs) are those training providers registered by ASQA (or, in some cases, a
state regulator) to deliver vocational education and training (VET) services.
RTOs are recognised as providers of quality-assured and nationally recognised training and qualifications.
Only RTOs can:
• Deliver nationally recognised courses and accredited Australian Qualifications Framework (AQF) VET
qualifications,
• Apply for Australian, state and territory funding to deliver vocational education and training.
RTOs can offer qualifications at the following levels:
• Certificates I, II, III and IV
• Diploma
• Advanced Diploma
• Vocational Graduate Certificate
• Vocational Graduate Diploma.
As part of the professional development, Career training wants the trainers to research and review the
operational plan for one organisation. The research will help the Career training staff on how the develop and
manage the operational plan.
The following organisation details are provided for you to review.
The “North Wharf” board of Directors, along with the CEO of the company, have decided to implement an e-
commerce strategy that will be used to maintain and grow market share and revenue. This strategy will also
ensure that customer satisfaction is as per the company’s strategic directions.
The company has engaged you as an “External Consultant” to manage the operational planning activities that will
need to be put in place before the e-commerce strategy can be implemented and the online business can
commence.
E-Commerce strategy
 All products will be offered via an online store.

 All stock will be stored at existing stores in the different states at no additional cost
 The customers will cover delivery costs.
The website of the company needs to be redeveloped so that it is functional with the online store.

The company also needs to buy the delivery vehicles. Based on the research, the company has decided that one
delivery truck will be required for 50 sales a day. The company is expecting to make 500 sales a day. If the trucks
are bought, then the company needs to recruit 10 drivers. Another alternative would be to sub-contract the
deliveries to independent drivers who would use their trucks.
Following additional resources are for the expansion and to implement this new business strategy:
 4 online sales and customer service people are required.

 Re training of managers and team leaders required on implementation of e-commerce.
 Two forklifts are required.
 2 warehouse staff required.
 Office space needs to be reconfigured.
 Need new hardware and software.
Existing staff will need to be trained to implement the changes that will occur in the company as none of the
employees has previous online retail skills.
KPI’s needs to be set up for the implementation of the e-learning strategy.
Following is the summary of the current human resources at the Melbourne office:
● Employees:
○ 30 full-time and casual sales and customer service people, check-out staff, trained in the
use of POS – integrated with ERP (enterprise resource planning) and CRM (customer
relationship management) software system
○ Senior management team (five) + one store manager
○ Four sales team leaders
○ One delivery truck driver
○ One warehouse worker.

Amendments to existing budgets have been approved. The project must be implemented over the next 12
months.
Simulated Business Website
The assessment tasks provided below uses a simulated business website named
Career Training. To access the website, you need to log in by using the below-
provided link:
http://careertraining.vetadvisorygroup.com/
Step 1: Navigate to the website and click “Login”.

Step 2: Enter the username and password provided by your trainer.
Your Trainer will also provide you with the simulated business website
information document that will help you to navigate through the website, and
you need to refer to the policies and procedures to complete the assessment:
 Communication policies
 Privacy and confidentiality policy and procedure
 Harassment, grievance and complaints handling

Activity 1: Development of an operational plan
Part A: Consultation with HR manager and technology consultant
Your task You are the External Consultant, and your task is to determine the physical and
human resource requirements.
You must review the attached “Business plan” and undertake preliminary research on
implementing an e-commerce strategy. In doing so, you must consult with the Human
Resource Manager and the Technology Consultant.
The role of the Human Resource Manager and Technology Consultant will be played
by your classmates.
During the consultation, you must ask questions and encourage the staff members to
provide information.
In your consultation with the Human Resource Manager, you are required to identify
the following:
 The staff requirements for the Online Sales and any additional Customer
Services staff members
 Training costs
 Delivery trucks required
 Warehouse workers required
 Website development staff required.
In consultation with the Technology Consultant, you are required to identify the
following:
 Office space reconfiguration resources and cost

 E-commerce website development resources and cost
 Software and Hardware requirements.
You will be Complete the following Template 1 and submit to your Trainer/ Assessor.
required to
complete and/or
attach.
Template 1: Consultation with HR and technology consultant
Resources Costs

staffing needs for more customer service $2000 for the necessary staff.
representatives
To train the staff, we need a trainer. $1000 will go toward training them
To deliver the goods on time, we need 10 delivery For drivers, $4000

drivers,
To manage the products in the warehouse, we cost of $3000 each.

require 5 warehouse workers
HR consultation
Technology consultant
Resources Costs
To expand the office, we need room in the current $4000 for an office.
office.
We needed a new e-commerce website in order to $30000 for the creation of a website
develop our internet presence and increase online
sales.
To ensure that both new hires and existing $2000 will be needed for training.
employees are properly trained, we need a trainer.
We must create a website in order to increase online 2000 dollars for software
sales, and this requires software.
Part B: Prepare a basic operational plan
Your task In this part of the assessment task, you are required to develop an Operational Plan in
consultation with the Operations General Manager, the CEO and the Board of
Directors of the organisation.
The Operational Plan is to be prepared based on the strategic objectives of the

organisation. The strategic objective of the organisation is available on the simulated
website.
When preparing the operational plan, you will be required to:

Note: The role of the CEO will be played by your classmates. Your trainer/assessor
will allocate the roles of Operations General Manager and Board of Directors to the
students based on the task's requirements.
 Consult with the Operations General Manager, the CEO and the Board of
Directors (2) regarding the Key Performance Indictors (KPI’s) used to measure
the performance.
 Assign responsibility for each strategy and each task to one or more persons
within the organisation
 Work out costs involved in undertaking each strategy and completing each
task. Some strategies may bring in revenue
 Put together a budget for the whole organisation based on investigations and
costings performed
 Determine timelines for completing all strategies.
required to
complete and/or
attach.
Template 2: Operational plan
Objectives Performance measures Tasks
to interact with We must interact with customers if Peter is the organization's general
customers through we want to increase sales by 20% in manager.
marketing analysis three months.
and customized
service
to establish a Build customer trust to increase the The business's sales manager is Leo
reputation for reputation of your high-quality
providing quality online products by 25% in two
online customer months.
service and sales

to assist current To assist current workers, set new Manager of the company Harry
employees with e- goals for them and encourage them
commerce changes to meet those goals by 20% in one
through performance month.
monitoring
newspapers \ We require more physical resources Manager of marketing for the business
magazines if we are to increase the company's Perry
sales by 30%.
management Within two months, we must cut Peter, the business's general manager
the direct and indirect costs by
20%.
Part C: Preparing contingency plan
Your task After consulting with stakeholders, the following risks have been identified:
 Significant risks of poor online sales being a new entry into the market
 High risk to the quality of customer service provided as the employees do not
have enough experience, and that may lead to a breach of consumer law
 The medium risk with regards to not being able to recruit trained staff
 Low risk of loss of confidential customer information
 Medium risk of overstocking of products.
For each identified risk to the implementation of the Operational Plan, you are
required to develop a Contingency Plan.
You will be You must document your response in the Contingency Plan Template 3.
required to
complete and/or
attach.
Template 3: Contingency plan
Contingency plan

Company name: North Wharf
Person Developing the plan:
Name: Position: External Consultant
Risks identified:
Strategies/activities to minimise the risk By when By whom
A new entry always runs the risk of having poor online sales, so
By 4 months in
to reduce that risk, you must market your business and products marketing
2019 from June
by offering customers deals on your products that combine the
to September manager-
highest quality with the lowest price.
Petter
You must hire experienced employees or trainers who can

provide your staff with the best instructions on how to interact by one month in Manager- john
with customers if you want to provide excellent customer August 2019 smith
service.
If there is a lack of trained staff, we must hire employees from

2 months later sales manager-
other countries or outsource the job in order to increase the
in 2019 Harry
sales of online goods.
Customer information poses a low risk, but due to the fact that it by 2 months
senior sales
is constantly imported, there is a significant risk to the company from August to
manager- Perry
if any customer information is compromised. September 2019
from December
junior sales
Overstocking is a risk for new businesses, so we must work to to February, by
manager- James
increase product sales to lower the risk of overstocking products. three months
Part D: Developing proposal for resource requirements

Your task In this part of the assessment task, you are required to develop a proposal for the
resource requirements that are to be presented for approval to the operation’s
General Manager. The proposal is to be presented by you to the General Manager.
Your classmates will play the role of operations general manager.
Your proposal must include the following:
 Resources required
 Description of the proposed implementation of resourcing
 Cost breakdown
 Benefits of the resources to the organisation
 Approaches used for developing KPI’s
 Identified risks and contingency planning
 Description of information sources that you used to develop the proposal.
(Must include information from task a-c).
At the end of the presentation, you are required to ask for the General Manager’s
approval.
You will be You need to deliver the presentation to the operations general manager regarding the
required to developed operational plan.
complete and/or
attach.
Timeframe You need to complete this presentation in 5-10 minutes, and your trainer will give you
additional time if required.
The General Manager,

E-mail ID- palop1234@gmail.com
Executive summary –
I will outline the financial plan, marketing strategies, and timing procedure for increasing the deals of the organization's
products in this report with an annual spending budget of $70000. It goes without saying that this arrangement will require
office space, programming updates needed for PCs and site advancement, office equipment, and faculty like delivery drivers,
warehouse workers, and staff for online sales and customer support.
Cost breakdown: It's important to understand the orderly interactions that will include the overall cost of the assistance
when starting a new business.
You can achieve your goals by effectively using your resources. a goal for the organization where I can allow them to alter the
suggested plan and incorporate the new compared to the previous spending plan, various approaches can be used to handle
the entire process. Authoritative benefits of assets: Positioning of various assets with various characteristics, like planning
strategies and cooperation, can help an organization develop strategies for advantages and constraints, as well as social skills.
Techniques for fostering KPIs: Evorganizationtion needs to be aware of the KPI strategies for achieving the assigned goal. The
staff will be trained in the newest innovations, and different methodologies will be used to increase the organization's
turnover. Clearly defined risks and backup plans: There is always a chance that a different market will experience poor online
sales, so you should advertise your company and products and offer customers the best options at the lowest prices to
reduce this risk.
You can provide excellent customer service by employing competent staff and giving them the best work instructions. If there
aren't enough skilled workers available, consider hiring workers from other nations or re-evaluating the job. These details
came from meetings and discussions with various organization representatives, including the president, the top manager, an
innovation specialist, and an HR specialist.
Yours Sincerely
XYZ
External Consultant

Performance criteria checklist for unit assessment task:
Trainer/ Assessor to complete
Does the candidate meet the following Yes No Trainer/Assessor Comments

criteria
Successfully Complete the template 1:
• Undertook preliminary research

on the implementation of e-
commerce strategy, analysed and
documented resource needs
o Identified and extracted
relevant information
from a range of complex
texts
o Analysed business plan
• Consulted Human Resource
Manager and Technology,
Consultant to develop an
operational plan
o Ensured that the
vocabulary, grammatical
structures and
conventions were
appropriate for the
context and target
audience
o Confirmed understanding
through questioning and
active listening
o Identified and used
appropriate conventions

and protocols when
communicating
o The operational plan
included KPI’s
• Developed contingency plan
o A contingency plan was
based on the risks given
in the scenario
o The contingency plan
included the strategies to
minimise the risks
• Developed and presented a
proposal for resource
requirements and gained
approval
• Proposal included:
o Resources required
o Description of the
proposed
implementation of
resourcing
o Cost breakdown
o Benefits of the resources
to the organisation
o Approaches used for
developing KPI’s
o Identified risks and
Contingency planning
o Description of
information sources that
you used to develop a
proposal
The following resources are needed to complete this arrangement: office space, programming updates for PCs
and site improvement, office equipment, and HR like delivery drivers, distribution centre labourers, and staff for
online sales and customer support. The proposed implementation of resourcing is shown as follows:
implementation will assist in achieving authoritative goals where I am prepared to do so. I'll modify the suggested
strategy and incorporate the fresh information into the original financial arrangement.
Starting a new business requires defining the systematic procedure that will include the total cost of the services
and packages, which is very important. Benefits of resources to the organisation include training methods,
teamwork, profit and discount policies, and behavioural skills. Different resources stand on different values where
company growth is possible. Techniques used to create KPIs: Every company must be aware of the KPI
approaches in order to achieve the success of a given target. By doing so, it can use various techniques to increase
the company's turnover and train its employees in new, cutting-edge technology. Identified risks and contingency

planning: For new entries, there is always a risk of poor online sales. To reduce this risk, you must advertise your
business and products by giving customers offers that include your products.
Hiring experienced staff and providing them with the best work instructions will help you provide excellent
customer service. If there is a lack of experienced personnel, hire workers from other nations or contract the
workout.
Meetings and discussions have been used to collect all of these details. with various company employees,
including the CEO, general manager, board of directors Manager, Human Resources, technology, and consultant.
Sincerely
External consultant
Activity 2: Managing resources
This activity is a continuation from the previous activity.
Additional scenario:
You have gained approval from the Board of Directors and Operations Managers to implement the e-
Commerce strategy. They want this strategy to be implemented in accordance with the strategic directions of
the company.
As per the company’s instructions, all resources that are to be acquired and the operations that are to be
undertaken must be in accordance with legislative requirements, intellectual property (IP) rights and
responsibilities, and organisational policies and procedures.
As discussed in the previous assessment task, Career training will provide services via online/LMS.
They have given you the responsibility of implementing this strategy. The project has already been initiated
and is required to be completed in one year.
Part A: Planning strategies for physical and human resources
Your task. At this stage of the project, you must recruit new employees and acquire the physical
resources and services.
To do so, you must plan the physical and human resourcing according to the
organisational requirements.
Resourcing strategies:
 Prepare the resource acquisition strategies for acquiring resources for the new
e-commerce website.
You must plan the process in accordance with the organisation’s policies, practices and
procedures (refer to the Business Plan).
 All major steps for resourcing, including procurement of different types of
resources, but not to the detail of including all procurement steps for each
resource type

 Weighted score method to select bids
You must also explain the risk management strategy to ensure that the organisation
does not breach third-party IP.
After developing the resource acquisition strategies, you need to recruit two (2) new
customer service representatives.
You are to develop a plan that must include strategies for recruiting human resources.
Your plan must be prepared in accordance with the organisation’s human resources
management policies, practices and procedures. Your plan must include the following:
 Type of interview
 Objectives
 Approach and style
 Schedule
 Topics and questions (questions must be developed based on problem-solving,
communication, telephone handling and keyboard skills)
 Ideal answers and the points score.
You will be Complete the following Templates 4, 5 and 6 and submit them to your Trainer/
required to Assessor.
complete.
Template 4: Resource acquisition strategies
Resource acquisition strategies
Aspects Strategies
steps for resource acquisition The procurement process includes internal analysis, evaluation of the
supplier's market, supplier information, sourcing strategy, winning bids,
and supply chain management to ensure that all resources and services
are suitable for the company and to identify the resources that are
required.
Using a weighted score, you can make sure that each employee is
knowledgeable enough about the products for their position. To rank your
weighted rating employees in relation to benefit and cost categories, use the weighted
score method.
 There are four processes for risk management, which are used to
identify risks during business operations and to find solutions for
those risks based on experience. (1) Risk recognition During this

risk reduction process, risks are identified along with their specifics. (2) The risk
is about to be estimated by risk assessment. (3) Risk assessment
will soon rank
4) Risk Mitigation is the process of minimizing or reducing risk.
Template 5: Strategic plan for recruiting human resources
Planning Description
Type of interview Group interview
Objectives speak with intention
Approach and style interview with a group discussion
Schedule Tuesday through Monday
9 to 11 a.m.
05- 08- 2019 to 07- 08- 2019
Template 6: Interview Questions
Question Ideal answer Number of Score

possible points
What is your greatest strength? skills, communication, relationship 10 10

building
How do you handle situations of pressure? positive attitude and that nothing 10 10
will prevent you from achieving
your goals
explain why you want this job. being a successful team member 10 10
4why you should be hired superior outcomes, expertise, and 10 10

experience
why are you quitting your present position? issues with pay or an unsuitable 10 10
environment

Recommendation: Total points 50
score:
Part B: Implement physical and human resources strategy
Your task. In this part of the assessment task, you are required to deploy/implement the
strategies developed in Part A of this assessment task.
You will interview three candidates for the job of customer service representatives. The
interviews will be conducted based on the strategies/plans developed in Part A of this
assessment task and the organisational policy and procedures.
Your classmates will play the role of candidates who will be interviewed for the job.
You will ask the questions you developed as part of Part A of this assessment task for
each interview conducted. You will also document the points scored and
recommendations for each candidate.
You must document the outcomes in the template provided.
required to
complete.
Template 7: Interview questions
Questions Candidate 1 score Candidate 2 score Candidate 3 score
what are your best qualities? 9 8 9
How do you handle situations of 8 7 8

pressure?
explain why you want this job. 6 8 6
why you should be hired 7 10 10
why are you quitting your present 8 8 10

position?
Total point score 38 41 42

Recommendation Candidate 2 provided Candidate 3 provided
satisfactory excellent answers to
Candidate 1 was not
responses to all of all of the questions.
hired because she
the interview
failed to respond
questions.
meaningfully.
Part C: Acquiring the resources
Your task. The management of the organisation called for a meeting with you. They discussed with you
that they had received bids from three website developers to redevelop the existing website.
The organisation’s budget for the redevelopment of the website is $70,000. The bids analysis is
as follow:
Company name Prime Developers Reinvent Developers Future technologies
Factors of Weight Score Weighted Score Weighted Score Weighted

consideration (S) score (S) score (S) score
(W x S) (W x S) (W x S)
Easy maintenance X2 1 2 3 6 3 6
Integration with x3 2.5 7.5 2 6 2 6
existing systems
Ability to be X4 3 12 6 24 6 24
upgraded as
technology
improves
Usability for X6 5 30 4 24 6 36
customers
Total 49 60 72
Price (% of .70 .80 .90
budget)
Total score/price
(final
assessment of 72.5 75.00 80
bid quality)
You will be You are to select the best option based on strategies developed for the acquisition of
required to resources.
complete.

criteria
Resource acquisition management:

• Prepared resource acquisition
strategies for acquiring resources
for the new e-commerce website
o Strategies were based on
the organisation’s
policies, practices and
procedures
o Included Weighted score
method
• Prepared strategies for recruiting
human resources
o Strategies were based on
the organisation’s
policies, practices and
procedures
• Interviewed candidates based on
human resource strategies/plans
prepared
o Presented information to
a range of audiences
using an appropriate
register, vocabulary and
paralinguistic features
o Confirmed understanding
through questioning and
active listening
• Recognised and incorporated
requirements for intellectual
property rights and
responsibilities in recruitment

and acquisition of resources and
services
• Selected the best option based
on strategies developed for the
acquisition of resources

Activity 3: Reviewing the operational performance
This activity is in continuation with the previous activity.
Additional scenario:
The project is in the implementation phase.
The following are some of the performance outcomes that management has asked you to consider, monitor and
review with regards to the operational performance of the project.
Management has further highlighted the reasons for the downfall in each key performance indicator. These
reports have been presented to management by the Sales and Marketing Manager.
As per the report, there are three teams. Each team has a team leader that reports to the Customer Service
Manager. The under-performance is spread across all three teams.
1. Based on the performance measurements standards set up by the company, it was expected that the
percentage of mistakes customer service employees were provided in response to the enquiries and preparation
of order was going to be 1%.
The outcomes from a recent performance report have shown the error rate (mistakes made) to be 10%.
Reasons:
 Staff not familiar with the product line, even after training
 Staff do not understand the CRM (Customer Relationship Management) systems and ordering processes
 Staff do not understand the product line and are unable to locate the information
 Poor communication lines
 No job aids or support from management
 No ongoing performance management as per company policy
 Low staff morale: complaints of back pain and distractions in the environment.
2. It was expected that a customer complaint/enquiry would be resolved in 12 minutes. At the moment, the
average time taken is 18 minutes.
Reasons:
 Many customers abort interaction due to the length of time for order completion
 Some extra time is taken because of lack of skills and knowledge
 Time is taken because of poor website maintenance and occasional downtime.
3. It was expected that the products would be delivered within 3 days from ordering. Currently, the average
delivery time is two and a half days.
Reasons:
 Driver team leader is an exceptional motivator

 Driver morale is high
 Driver attendance of routine training and team briefings is at 100%.
4. Expected revenue to be generated by the end of the 6 months was to be $250,000 in sales, providing a profit of
$80,000.

The actual figure is $220,000, providing a profit of $40,000 for the quarter.
Reasons:
 Some lack of sales may be due to poor customer service

 Sales may pick up as awareness of online options through marketing actions increases.
Based on the analysis of the data provided by management, you have identified that the Team Leaders and
Customer Service Manager are not providing directions to the team.
Part A: Performance management
Your task. Based on the information given in the scenario, you are required to conduct a coaching
session for the Team Leaders and the Customer Service Manager. Before conducting the
session, you are required to prepare a list of areas of under-performance using the
“Performance Management Plan” template provided and to complete the Coaching Plan
Template.
The role of Customer Service Manager will be played by your classmates, and the role of
team leader (2) will be allocated to other classmates.
After identifying the areas of under-performance, you are then required to:
 Arrange a coaching session for them to assist them in achieving profits,

productivity and targets by recommending solutions for each area of
underperformance, set performance indicators to monitor, assess their
performance, and rectify the problems
 Complete the Performance Management Plan Template and the Coaching Plan
Template
 Begin a coaching session explaining your role as a coach in supporting the
employee to meet organisational goals.
You will be You are required to complete the template provided below.
required to
complete.
Template - Performance management plan template
Name/position: Manager: Review period:
Reference from Key result area Indicator of success/ By when Status

operational plan performance report

ERROR consumer contentment 1% error 2
MONTHS Developing
service period Consumer assistance 12 minutes 3 months 17 minutes
Arrival time Get ready for arrangements 4 days A month 3 days
Manager’s comments: Signature:
Date:
Staff member’s comments: Signature:
Date:
Template - Coaching plan template:
Employee: MR. Saurabh

Coach/Manager: XYZ
Date of session: 28 July 2019
Questions
Goal 1) What are the benefits? 2) How capable are you? What is the job justification? 4.
What is the objective? 5) Why did you decide to join?
Reality 1) What duties fall under the purview of the manager? 2) What are the restrictions on
managing employees? What is the most effective way to experience pleasure? 4) What
do they dream about? 5) How can the disputed realities of e-commerce be used to
boost sales?
Options Options 1) What is the schedule for authorities? 2) What is the most recent market
improvement? 3) Does the business have a plan of action? 4) Current investment list
What kind of products can you effectively imagine?
Will ) How can their will be altered? 2) At what point should their will be upgraded? How
can my will be extended? 4) What event will make me feel sick? 5) What will happen if
I don't alter my will?
Part B: Budget analysis
Your task. After the completion of 6 initial months, the Chief Financial Officer (CFO) of the company
has provided you with the following financial information:
Income: Forecasted Actual
Sales $250,000 $220,000 Barbecues and related equipment.

Investment income $360,000 $360,000 Real estate investment income and
rental of office space.
Cost of goods sold ($150,000) ($140,000) Cost of provision of goods, purchase

(COGS) of stock, distribution.
Gross profit $460,000 $440,000 Gross profit.
Expenses:
Wages, salaries and $68,000 $78,000 Wages, salaries, superannuation,

on costs work cover insurance, payroll tax.
Consultancy fees $20,000 $20,000 Project management: WHS

management system; change
management.
Communication $10,000 $10,000 Telephone, ISP costs, IT support.

expenses
Marketing $10,000 $15,000 Cost of staff travel and associated

costs for sales, etc.
Premises expenses $150,000 $150,000 Rent, electricity, maintenance,

cleaning.
Insurance $20,000 $20,000 Liability insurance
Depreciation and $13,000 $13,000 Computers and capital equipment

amortisation that is depreciated.
Office supplies $12,000 $12,000 Printing and stationery, postage,

amenities.
Training $17,000 $22,000 Sales training: leadership, WHS,

ethical/legal training.
Total expenses $380,000 400,000
Net profit $80,000 $40,000 Net income before tax.
The actual outcomes were different from the expected outcomes. You arranged a
meeting with the CFO to discuss the possible reasons as the CFO had the responsibility to
track progress against the Key Performance Indicators (KPI’s).
In discussion with the CFO, he outlined the following causes:
 Budget overrun cost exceeded by 1% more than expected. The reasons for the
overruns were as follow:

o Order mistakes
o More time spent than average to handle customer queries.
Apart from these KPI’s, he has also identified some risks that need to be treated with
immediate action.
 Training program has not been able to provide adequate information to the
employees. Thus, the employees are still lacking in customer service skills
 Website performance has not been up to the mark. Customer service has been
disrupted due to website downtimes
 Sales for the first 6 months have not been able to achieve the target. The reason
behind this is the changing customer needs and increasing market competition.
You will be In this part of the assessment task, you are required to:
required to
complete.  Analyse and interpret budget and actual financial information to monitor and
review profit and productivity performance
 Address the risks identified (given in the case study) using the “Contingency Plan”
prepared as part of assessment task 2
 Complete the “Risk Update” template provided.
Template – Risk update
Risks identified Contingency Recommendation
1. Order errors, more time It is necessary to have knowledgeable, Being cordial with clients, truthful,
spent on customer service experienced staff so that they can meet and trustworthy
customer needs quickly.
2. Training program unable to Motivate staff members to improve so they Always encourage your staff to
provide employees with can perform with confidence work hard so they can improve every
adequate training who make day
few mistakes
3. Website performance is website redesign for improved performance Improve the website's functionality.
deteriorating daily, which is adds more personnel to the website
interfering with customer development team
service.
4. Sales for the first six Use top-notch merchandise for sales to give Engage with clients, make them
months fell short of the goal. customers more incentives, such as buy one offers, and hire professionals
get one free deal, to boost sales
Part C: Implement variations in the operational plan

Additional From the outcomes of the half-yearly report provided by the CFO, you have identified
scenario. that the objectives for the next part of the implementation of the project are as follow:
 Redevelop website and acquire physical resources

 Recruit and train staff
 Achieve profit targets
 Adhere to budget
 Adhere to timelines.
Based on these objectives, the operational plan needs to be changed.
Your task. In this part of the assessment task, you are required to arrange a meeting with the CFO
and the General Manager and negotiate recommendations for the variations to the
Operational Plan. When negotiating, you are required to:
 Present the previous operational plan

 Outline the changes that have taken place
 Present how these changes will impact the implementation of the e-commerce
strategy
 Outline the changes that need to be made to the Operational Plan.
At the end of the meeting, you are then required to gain the approval of the variations to
the Operational Plan from the General Manager and the CFO.
Your classmates will play the role of Operations General Manager, and the role of CFO
will be allocated to another classmate.
After the approval has been gained, you are then required to submit the revised
Operational Plan.
You must use the Operational Plan Template.
You will be Submit the revised operational plan as discussed in the meeting.
required to
complete.
Template – Updated operational plan
Strategies Timeframe KPI (Key Person Budget Other

Performance responsible resources
indicators)
rework the 2 months later kpi for General Website management

website and expanding Manager development
gather material physical will cost
resources resources by $2000.
20% and
redesigning
the website
in two
months
Hire and 1 month Engage staff Trainer for staff, Employees

members to
develop staff improve $2500
performance
by 15% in
one month.
In one
month, 15%
more
experienced
staff will be
hired from
abroad.
3-4 Months Establish Sales manager $4000 in Team

profit goals profit goals member
Obtain set profit
and work to
goals
meet them
by 25% in 4
months.
respect the 3 months In three Budget for a manager

budget months, manager timeline,
increase $3,000
budget
adherence
by 20%.
2 months Increase management $5000 Sales

adherence manager
Observe
deadlines


criteria
Conducted the meeting:
• Conducted a coaching session for

the Team Leaders and the
Customer Service Manager
o Prepared a list of areas of
under-performance using
the “Performance
Management Plan”
template
o Completed the Coaching
Plan Template.
o Listened and
comprehended
information from a
variety of spoken
exchanges with
supervisors and
managers
• Analysed and interpreted budget
and actual financial information
to monitor and review profit and
productivity performance
• Addressed the risks identified
(given in the case study) using
the “Contingency Plan.”
• Completed the “Risk Update”
template
• Negotiated recommendations for
variations to operational plans
and gained approval from
Operations General Manager and

CFO
o Presentation slides
prepared were effective
and illustrated all the
information asked in the
task
Present the previous operational plan: (a) to engage customers through marketing research and individualized
service timeframe for these three months; the key performance indicator (KPI) we need to engage customers to
increase our company's sales by 20% in three months; the person responsible for this is Peter, the general
manager of the company; the budget for this purpose is $6,000; other resources needed include advertisements
and websites. Leo, the company's sales manager, will be in charge of this, and the budget will be $5000. Other
resources will also be used, such as advertisements on YouTube, Twitter, and other websites. (b) To establish a
reputation for sales of high-quality online pros (c) To assist current employees in adapting to changes in the online
business environment. The project will last for more than a month, and the KPI is to assist current representatives
by giving them the tools they need to set new goals for themselves and achieve those goals by 20% within that
time. Harry, the organization's leader, is in charge of this project. The venture has a $2000 budget. by means of
online entertainment and online customer service over a period of two months, as well as to increase customer
trust. (d) We need more real assets and administrations if we want to increase the organization's deals by 30%.
Perry, the company's advertising manager, is in charge of it, and the $3000 budget includes additional items like
newspapers and magazines in addition to the KPI and a one-month time frame.
(e) We should cut the immediate and indirect costs by 20% during those two months in order to shorten the time
frame for these two months and the KPI. Peter, the chief supervisor of the company, is in charge of it, and a
budget of $3,000 has been set aside for it. Different assets should also be given due consideration. (2) Describe
the modifications that have been made. (a) Maintain the website and amass material possessions. (b) Find
employees and develop them. (c) Achieve financial goals. (d) Adhere to the budget. (e) Adhere to deadlines. (3)
Understand the implications of these modifications for the operation of the online business system. (a) This
project will last for two months, with the site's development and the acquisition of more tangible assets serving
as the KPI. the senior manager of truly accessible assets by 20% in just two months, and the company and
distributed $2000 for the management of various assets. (b) Hire staff and train them. Time e frame for this multi-
month project, with the KPI enabling staff to advance execution by 15% in a single month and hire more foreign
talent for the staff the Employees with obligations for this coach, $2500 budget, and other assets.
(c) Reach financial goals Set profit goals and attempt to meet them within the timeframe of these four months by
25%. In 4 months, the company's sales manager, $4000 in funding, and other resource team members will all be
involved. . (d) Increase KPI adherence to budget by 20% in 3 months. The person in charge of this is the budget
manager. The budget for this $3000 is set forth in the manager of other resources' budget. (e) Follow timelines
timeframe for this 2 month, KPI increase timeline adherence by 30% in 2 months, the person in charge of
management, budget for this $5000, and other resources sales manager (4) Describe the operational plan
amendments that must be made. (a) Update the website and gather material resources. (b) Hire and develop
staff. (c) Reach financial goals. (d) Follow the budget. (e) Follow deadlines.
Unit Assessment Result Sheet (UARS)

Outcome of Unit First attempt:
Assessment Task (UAT)

Second attempt:

Feedback to Student First attempt:
Second attempt:
Student Declaration  I declare that the answers I have provided are my own work. Where I
have accessed information from other sources, I have provided
references and or links to my sources.
 I have kept a copy of all relevant notes and reference material that I used
as part of my submission.
 I have provided references for all sources where the information is not
my own. I understand the consequences of falsifying documentation and
plagiarism. I understand how the assessment is structured. I accept that
all work I submit must be verifiable as my own.
 I understand that if I disagree with the assessment outcome, I can appeal

the assessment process, and either re-submit additional evidence
undertake gap training and or have my submission re-assessed.
 All appeal options have been explained to me.
Student Signature
Date
Trainer/Assessor Name
Trainer/Assessor I hold:
Declaration
 Vocational competencies at least to the level being delivered
 Current relevant industry skills
 Current knowledge and skills in VET, and undertake
 Ongoing professional development in VET
I declare that I have conducted an assessment of this candidate’s submission. The

assessment tasks were deemed current, sufficient, valid, and reliable. I declare
that I have conducted a fair, valid, reliable, and flexible assessment. I have
provided feedback to the above-named candidate.
Trainer/Assessor
Signature
Date
Office Use Only Outcome of Assessment has been entered onto the Student Management System
on _________________ (insert date)
by (insert Name) __________________________________


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Unit Assessment Pack

Course and Unit Details.......................................................................................................................3

Assessment Submission Method.........................................................................................................3

Unit information pack..........................................................................................................................4

UAT 1 – Unit Knowledge Test (UKT).....................................................................................................5

Information for studnets.....................................................................................................................5

Assessment task instructions..............................................................................................................6

Unit Assessment Result Sheet (UARS).................................................................................................9

Information for studnets.....................................................................................................................11

Assessment task instructions..............................................................................................................12

Unit Assessment Result Sheet (UARS).................................................................................................25

Unit Assessment Pack (UAP)

This document was developed by VET Resources © 2021.

Unit Assessment Pack (UAP)

Course and Unit Details

Unit name Manage business operational plans

Assessment Submission Method

☐ By Australia Post to RTO ☐ Any other method

Student signature Date

Unit Assessment Pack (UAP)

Evidence recorded Evidence Type/ Method of assessment Sufficient evidence

Unit Assessment Task 1 Unit Knowledge Test (UKT) S / NS (First Attempt)

Unit information pack

Unit Assessment Pack (UAP)

Information for students

Student signature Date

Unit Assessment Pack (UAP)

Instructions provided to the student:

Assessment task description:

Resubmissions and reattempts:

• This assessment task may be completed in (tick the relevant box):

☐ Learning Management System ☐ Classroom

Unit Assessment Pack (UAP)

Purpose of the assessment

The purpose of the assessment is to check knowledge relevant to the unit.

Instructions for answering written questions:

• Students must complete a written assessment consisting of a series of questions.

Resources required to complete the assessment task:

• Access to learner guide and other learning materials.

Unit Assessment Pack (UAP)

 Issue- or Goal-Based Strategic Planning Model Yes ☐ No ☐

 Issue- or Goal-Based Strategic Planning Model

 Alignment Strategic Planning Model

Unit Assessment Pack (UAP)

What is the purpose of an operational plan in achieving the organisation’s plan?

Unit Assessment Pack (UAP)

A) Define the budgeting process

B) Explain the purpose of operational budgeting

C) compare and contrast the Top-Down Versus Bottom-Up budgeting processes.

Unit Assessment Pack (UAP)

2) Causation and result.

3) Legal and administrative requirements.

b) Explain any two approaches discussed in part a

Unit Assessment Pack (UAP)

Unit Assessment Pack (UAP)

Question 6: Answer the following: Satisfactory

Unit Assessment Pack (UAP)

Explain the key components of a complete operational plan

Be aware of the potential impact on financial performance—project anticipated changes in revenue or

Unit Assessment Pack (UAP)

Question 9: Answer the following: Satisfactory

Unit Assessment Pack (UAP)

B) Prepare a list of three (3) steps to be implemented to develop a contingency plan

Determine the dangers in Stage 1.

Date: ___(day)/ _(month)/ __________(year)

Date: ___(day)/ _(month)/ __________(year)