BSBOPS502 Assessment Task 3

Assessment
Task 3
Manage business
operational plans
BSBOPS502
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and
I have not cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment
tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student Zammad Bin Muqri
name
Student ID 64770
number
Student Zammad Date
signature
3 05/10/2021
Task Number
------OFFICE USE ONLY-----
BSBOPS502 - Manage business operational plans V3 2021 Page 2

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
DNS
Marking Sheet Comments
N
Completed successfully
The student has satisfactorily ☐ ☐ ☐
completed and submitted the
following:
 Performance management plan in

Task 3.1.1
 Operational Plan status report in
Task 3.1.2
 Expenditure payment approval in
Task 3.1.3
 Strategy to support team
improvement in Task 3.2.1
 Report on the underperforming
employee in Task 3.2.2
 Coaching report in Task 3.2.3
The student conducted negotiations ☐ ☐ ☐
to finalise variations to the
operational plan:
 Had prepared the status report
 Was knowledgeable about the
issues and risks impacting the
operational plan
 Employed a collaborative
approach
 Demonstrated problem-solving
skills
 Negotiated effectively
 Listened actively to the
stakeholder
 Used questioning, rephrasing and
summarising to confirm
understanding
 Behaved professionally within the
scope of own role
 Followed organisational policies
and procedures
 Reached an agreement on

Y
DNS
N
variations
Feedback in Comments
The student conducted a coaching ☐ ☐ ☐
session to support the
underperforming employee:
 Was prepared to coach
 Applied the GROW model
effectively
 Listened actively
 Explained tasks and concepts
clearly
 Provided practical example
 Provided opportunities for the
employee to express their
concerns and thoughts
 Used questioning, rephrasing and
summarising to confirm
understanding
 Behaved professionally within the
scope of own role
 Followed organisational policies
and procedures
Feedback in Comments
Demonstrated ability to: ☐ ☐ ☐
 Assess progress of operational
plan in achieving profit and
productivity plans and targets
 Identify areas of under-
performance, recommend
solutions and rectify the situation
This is evidenced by:

Task 3.1.1
 Operational Plan status report in
Task 3.1.2
 Plan and implement relevant
processes for ongoing monitoring
and confirm that support is
provided for individuals and teams

Y
DNS
N

Task 3.1.1
 Strategy to support team
improvement in Task 3.2.1
 Report on the underperforming
employee in Task 3.2.2
 Coaching report in Task 3.2.3
 Performed coaching session (refer
to marking sheet)
 Negotiate recommendations for
variations to operational plans and
gain approval from designated
persons

 Expenditure payment approval in
Task 3.1.3
 Performed negotiation session
(refer to marking sheet)
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐
Student Name:
Assessor Name:
Assessor Signature:
Date:

Table of Content
Student Declaration............................................................................................................ 2
Task 3 – Monitor and review operational performance.....................................7
Task 3.1 Monitor and review operational performance.................................................9
3.1.1 System to review performance..................................................................9
3.1.2 Monitoring and evaluation........................................................................11
3.1.3 Negotiate recommendations for variations to the operational plan..13
Task 3.2 Support individual and teams..........................................................................14
3.2.1 Support the team........................................................................................ 14
3.2.2 Support the individual team member.....................................................14
3.2.3 Coach an individual team member..........................................................15
Appendix 4 – Scenario BBQfun Implementation of the e-commerce strategy
................................................................................................................................. 16

Task 3 – Monitor and review operational performance
Task summary and instructions
What is this This task builds on your work in Task 2.

assessment task
about? To complete this task, please refer to the scenarios, the
documentation and the work you performed in Task 2 and
Appendix 4 in this document.
You are required to:
 Monitor and review operational performance

 Support individual and teams
This task comprises of the following assessment methods:

o Product-based ☒
o Direct observation of Role-Play ☒
o Case Study ☒
o Other (specify) ☐
It has been designed to evaluate your ability to/competency

in:
 Assess progress of operational plan in achieving profit and

productivity plans and targets
 Identify areas of under-performance, recommend
solutions and rectify the situation
 Plan and implement relevant processes for ongoing
monitoring and confirm that support is provided for
individuals and teams
 Negotiate recommendations for variations to operational
plans and gain approval from designated persons
You are required to address the following:
 Task 3.1 Monitor and review operational

performance
o Develop a monitoring system to review performance
against targets
o Analyse and interpret performance data to
recommend remedial actions and identify variations to
the operational plan
o Negotiate the remedial actions, the variations to the
operational plan and obtain approval for expenditure
 Task 3.2 Support individual and teams

o Outline a strategy to support the team improving

performance
o Develop a report to review the performance of the
individual team member, Lee Waters
o Develop a coaching report for the individual team
member
What do I need to  submit the completed assessment tasks, according to
do to complete this instructions,
task satisfactorily?  complete the tasks with sufficient detail and present them
in a professional manner,
 use your own words and reference sources appropriately,
 meet the word count where required,
 use the scenario provided,
 use the templates provided where required,
 for your performance to be deemed satisfactory in this
assessment task you must satisfactorily address all of the
assessment criteria,
 if part of this task is not satisfactorily completed you will
be asked to complete further assessment to demonstrate
satisfactory performance.
Specifications You must deliver/participate in:
 Coaching session in week 6 -Role-Play

 Negotiation session in week 6 -Role-Play
You must submit to GOALS
 Performance management plan

 Operational Plan status report
 Expenditure payment approval
 Strategy to support team improvement
 Report on the underperforming employee
 Coaching report
Resources and • Computer with Internet access
equipment • Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
Re-submission You will be provided feedback on your performance by the
opportunities Assessor. The feedback will indicate if you have satisfactorily
addressed the requirements of each part of this task. If any
parts of the task are not satisfactorily completed, the

assessor will explain why, and provide you written feedback

along with guidance on what you must undertake to
demonstrate satisfactory performance. Re-assessment
attempt(s) will be arranged at a later time and date. You
have the right to appeal the outcome of assessment
decisions if you feel that you have been dealt with unfairly or
have other appropriate grounds for an appeal. You are
encouraged to consult with the assessor prior to attempting
this task if you do not understand any part of this task or if
you have any learning issues or needs that may hinder you
when attempting any part of the assessment.
Complete the following activities:
Task 3.1 Monitor and review operational performance
You are now implementing the operational plan.

This task requires you to:
 Develop a monitoring system to review performance against targets
 Analyse and interpret performance data
 Recommend solutions to rectify performance data
 Negotiate solutions to rectify performance data that would lead to variations of the
operational plan
3.1.1 System to review performance
Develop a monitor system (Template 1) to review performance against targets that

includes:
 budgetary and financial performance
 productivity performance
 employee performance in line with performance management policy
 milestone achievement and performance against targets
 dates for monitoring activities in line with the scenario
 resources for monitoring
 progress reporting at the end of each quarter to the Operations General Manager

 a system to ensure that procedures and records associated with documenting
performance related to the operational plans are managed following organisational
requirements and data security
Use the template provided below and follow the instructions.
Template 1 -Performance management plan
Review
period:
(date or
range)
Key result area Indicator of success/
performance
(2)
Budget and - Have the established sales areas been Fortnightly
Revenue achieved?
- How closely do you monitor the budget

allocated for this project?
Productivity - On-time response to website inquiries and Weekly

product development.
- Considering that the website has been

consulted within the time established, the
product development period has been
appropriately managed.
Employee Consumers feedback/Outcomes/ Result Monthly

performance
(including online
staff)
Adherence to The delivery of the product within specified time. Weekly

schedule and
achievement of
milestones

Resources for monitoring:
List the resources for monitoring (6-8)
• Performance report of all employees
• Financial Report
• Consumer outcomes
• Survey forms
• Financial and accounting system.
Reporting requirements:
Outline reporting requirements related to the implementation of the operational plan. (2-3)
• The fours areas should be followed while maintain the report.
• The report will be made by email .
• The report will be managed according to the policies and procedures.
• The managers should be implement the suggestion for future.
Record keeping:
 Develop a system to ensure that procedures and records associated with documenting performance related to the
operational plans are managed in accordance with organisational requirements. (30-50 words)
 Include a requirement for the signature of the OGm to approve expenses not included in the current budget.
To achieve the high standards for the client, we can review the forms in the correct order,
seeking the improvement of all the possible implementation strategies. In addition, we can
analyze the server configuration for the share folder in a way that meets the needs for service
and access by every employee.
The company must establish a password for the protection of all information shared for the
exclusive use of the company to ensure the optimum use of this as well as to avoid information
loss. Moreover, you should also consider the process for filling out the form, as well as how long
records of documents shared with managers have been kept.
FOR OFFICE USE ONLY
(do not need to complete the section below)
Manager’s Signature:
comments:
Date:

Staff member’s Signature:
comments:
Date:
3.1.2 Monitoring and evaluation
Analyse operational performance as described in the scenario (Appendix 4) and produce

an operational plan status report based on the information provided. Include in your
report:
 a description of budgetary and financial performance
 a description of productivity performance
 a description of schedule performance
 a description of employee performance
 two-three recommendations for operational improvement.
Use the template provided below and follow the instructions.
Template 2 -Operational Plan status report
BBQfun operation plan status Date:

report

Implement e-commerce Operations
Plan goal Department
strategy
Project Officer
Plan ● redevelop the Person
objective/s website and responsible
acquire physical
resources
● recruit and train
staff
● achieve profit
targets
● adhere to budget
● adhere to
timelines.
Updates
List 2 key updates in the 2 key areas below based on the scenario (Appendix 4)
Risks Accomplishments
- A lack of training has limited the After receiving feedbacks from our employees
performance of workers. Training has on what they can suggest and how they can
been insufficient and short. improve their works, we decided to hold
quarterly coaching and mentoring sessions for
- Insufficient support, training, and them so they could address the issues.
coaching prevent staff from
performing their job roles.
Area Performance measures Current Recommended actions (2-3)

status
(1-2/area)
(Red,
Green,
Amber)
Budget 15% Overrun Amber • Wastage from order mistakes.
and
Revenue • Overstocking due to misuse
• Overtime due to overly long

customers interaction.

Area Performance measures Current Recommended actions (2-3)
status
(1-2/area)
(Red,
Green,
Amber)
Productivit Targets to delivery in three days Green • Driver team leader is exceptional
y motivator.
• Driver morale is high.
Schedule Speed of service average time Red • Improves the sales easier for
to completion 17 minutes customers. • Improve the skills and
service time.
Employee Quality of online sales 85 order Red • Create the training session for
performan mistake system.
ce
• Createthe performance process
according to manager policies.s
Comments:
 Summary of evaluation of current performance (30-50 words).
In response to market changes, some changes will still need to occur in reaction to customer feedback
and to improve customer service to make the product more relevant to customers.
 Estimated budget to action the remedial actions.
$65,000
 List of recommended change to the operational plan (2-3).
- Training to staff for better understanding in CRM system.
- Motivate the driver leader.
- Promote open communication.
3.1.3 Negotiate recommendations for variations to the operational plan
Liaise with the trainer and assessor and schedule a time in week 6 of class to meet with
the OGM, to negotiate the recommendations for variations to operational plans and
remedial actions.
The OGM will be played by a classmate and the trainer and assessor will observe the
Role-Play.

Duration of the negotiation: 15 minutes.
Before the meeting:
 Have the status report with the recommendations ready to be presented and
discussed.
During the meeting:
 Present the status report and justify the recommendations to rectify the non-
performance
 Negotiate the recommended changes to the operational plan
 Obtain approval for the changes
After the meeting:
 Complete the expenditure payment approval form to action the remedial actions
discussed with the OGM (Template 3). Copy and paste in a separate document and ask
the classmate who played the OGM during the Role-Play to sign for approval.
This is an assessable task and the trainer and assessor will evaluate your performance,
providing feedback on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements
with the trainer and assessor.
Template 3 -Expenditure payment approval
Date
25/10/2021
Project title:
Recruitment
Job/project BBQ Fun
number: 107 Company
Justification
of payment:
Cheques
Payment amount: $ 65,000  ex. GST  inc. GST

Signature of the person
approving payment
(Zammad )
Task 3.2 Support individual and teams

Identify areas of employee underperformance, determine possible remedial actions and
prepare to performance manage underperforming employees. Use the templates
provided below and follow the instructions.
Read the HR performance data in Appendix 4.
3.2.1 Support the team
In the form of personal planning notes, outline your strategy to support the team in
improving performance.
(50-100 words)
Strategies to support the team improving performance are:

- Defining Goals: Set the Action Plan for Improving Team Effectiveness
- Setting the Stage for Effectiveness: Clarifying Goals, Roles, and Responsibilities
- Recognize When It’s Good Enough to Start: Productivity Requires Action
- Conduct Meetings With a Clear Objective in Mind
- Exchanging Feedback Fosters Accountability
- Guide Without Micromanaging: Don’t Get in the Way of Your Team’s Effectiveness
- Monitor Team’s Communication
- Learn More About Ways to Improve Team Performance Through Superior
Engagement
3.2.2 Support the individual team member
Review the performance data for Lee Waters and consider his conflict with the team and
write a report that includes:
 Identify areas of underperformance (2-3)
 Determine possible remedial actions (2-3)
 Outline a coaching session for Lee Waters on one of the following topics (30-50
words):
o Time management
o Accuracy
o Multi-tasking
o Sales techniques
o Commitment to team goals
Report:
- The behaviors employed by Walter have have repeatedly been
counterproductive for what has been established within the organization,
assuming that they must enter into analysis of ways that are opportune and safe
to be able to apply behaviors that aid in the improvement of processes.
- It has been shown that the return is low.

- Sales and services through the internet should be of high quality and fast
- Within sales techniques training multiple tasks, there should be possible
corrective actions for the individual worker's benefit and the company's benefit.
- When this is determined, you can enter a training program that encourages
teamwork, lays out the standards you must meet and provides guidelines for
performing the training
- Upon determining this, you can enter a training that encourages teamwork, that
there are standards that must be met and guidelines that must be followed for
the correct use when presented by a sales representative at the time of an
emergency.
3.2.3 Coach an individual team member
Liaise with the trainer and assessor and schedule a time in week 6 of class to coach Lee
Waters, played by a classmate on one of the following:
 Time management
 Accuracy
 Multi-tasking
 Sales techniques
 Commitment to team goals
Duration of the coaching session: 15 minutes.
Before the session:
 Review your coaching plan (developed in Task 3.2.2).
 Complete the coaching report with and for Lee Waters (Template 4)
 The assessor will validate that the coaching report was developed in collaboration with
Lee Waters
During the session:
 Coach the team member
This is an assessable task, and the trainer and assessor will evaluate your performance,
providing feedback on the marking sheet.
If you are absent from class, it is your responsibility to make alternative arrangements
with the trainer and assessor.
Template 4 -Coaching report

Employee: Lee Waters
Coach/Manager: Zammad
Date of session: 25/09/2021
Report
1. Reduce Close Time
Goal
2 agreed SMART goals to improve Closing sales quickly frees up your team’s
the skill the employee needs to time, allowing for more focus on other profit
be coached on. growing activities. SMART goal example:
Reduce the average close time on deals from
3 weeks to 2 weeks by keeping in regular
contact with the customer.
2. Increase Customer Satisfaction
Ensuring that every communication

customers have with your business is a a
positive experience can increase the chance
of repeat custom and referrals. SMART goal
example: Increase average scores,
specifically on sales-related questions, by 3
in our customer satisfaction survey by
December 2021 by allocating more time to
answering customer questions during the
sales process.
• Lack of focus
Reality
An assessment of the current • Lack of sales skill
reality: how proficient is the
employee on the skills he needs • High level errors
to be coached on.
• Disorganised
• Motivating
Options
3 options to reach the objectives • External training
(one will be the coaching session)
• Discover the skills
• Will ask for help and support.

Will
2 specific actions the employee • Will commit to the established training
commits to. schedule for the employees

Appendix 4 – Scenario BBQfun Implementation of the
e-commerce strategy
Background to scenario
The BBQ fun Board of Directors and the CEO have decided to implement an e-commerce
strategy to maintain or increase market share and revenue and satisfy customer needs in
line with company strategic directions.
You have been hired as an external consultant to manage operational planning activities
for BBQ fun’s e-commerce strategy.
Under the strategy, BBQ fun would offer all products in an online store. Stock could be
stored at no extra cost at existing stores. Customers would cover delivery costs.
The BBQ fun website now has e-commerce functionality. The website has been
redeveloped to incorporate this functionality according to relevant technical
specifications after consulting with specialist managers. Existing infrastructure, such as
office and store configurations, has been adapted to the new strategy. Additionally, assets
such as delivery vehicles have been acquired. New staff has been recruited, and existing
staff retrained or informed of the e-commerce strategy and associated operational and
performance targets.
All resourcing should have been acquired and operations are undertaken in accordance
with relevant external standards, such as legislation and codes of practice, and internal
standards, such as organisational policies and procedures and performance targets.
It is now 1 January 2022. e-Commerce operations are expected to be underway by 1
October 2022.
Scenario task
You will need to plan monitoring activities for ongoing customer service activities, website
maintenance, and revenue generation over the financial year from the start of
implementation.
You will then need to analyse performance data for the second quarter of the financial
year.
You will then need to coach an underperforming employee according to the BBQfun
performance management policy and apply contingency planning (the planning
developed for Assessment Task 2).
Finally, you will need to prepare and present a report with recommendations for
operational improvement to the Operations General Manager.

Note: You may consider the management team of BBQ fun, including team leaders in
warehouses to be resources for monitoring performance. Use the description of their roles
in operational planning when assigning responsibilities.
Note: The CFO completes financial reporting at the end of each quarter of the financial
year. Employee performance is gathered by store managers, sales and marketing
managers (online staff) and compiled by the HR Manager at the end of each quarter.
HR performance data
The following performance data is available for Lee Waters:
KRA Target KPI Result

Quality of 1% error rate % of informational 10%
online sales or order mistakes
and service
Speed of <10 minutes per Average time to 20
service interaction completion minutes
(online)
Financial $30,000 sales $ sales $20,000
Professional Participate in 2 hours of Training hours 0 hours
development sales training per month.
Feedback on the online customer service team:

 The team is overall performing well except Lee Waters.
 Low morale due to conflicts with Lee Waters and lack of support from direct
manager.
 Feedback on the direct manager highlights lack of support, absence from training
sessions, lateness to meetings.
 The team is not yet proficient in the use of CRM.
 The team does not feel part of the organisation; they described themselves as a
separate entity.
Organisational performance
Information from the Sales and Marketing Manager
A discussion with the Sales and Marketing Manager has provided you with the following
information.
The Sales and Marketing Manager has been tracking progress against the following key
performance indicators (KPIs):

1. Quality of online sales and service is measured in % of mistakes made by a
customer service employee when providing information or making an order. The
target is 1%. Currently, the rate of mistakes made is 10%.
2. Speed of online sales and service is measured in average time to resolve a customer
enquiry. The target is <10 minutes. Currently, the average time to complete an
online enquiry is 20 minutes.
3. Average delivery speed is measured in the average time in days from the order
being made to the customer receiving delivery of the product. The target is three
days from order to delivery. Currently, the average delivery speed is three days.
4. Revenue success is measured in the amount of revenue generated in dollars. The
target is $300,000 in sales per quarter, which would make an $80,000 profit per
quarter. In the second quarter of this financial year, we generated $250,000 in
revenue, providing a profit of $40,000 for the quarter.
Further to the KPIs, the Sales and Marketing Manager provides more information on each
area of performance.
Quality of online sales and service:
● Staff not familiar with the product line, even after training.
● Staff do not understand CRM (customer relationship management) systems and

ordering processes.
● Staff do not understand the product line. Unable to locate 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.
Speed of online sales and service:

● Many customers abort interaction due to the length of time for order completion.
● Some extra time is taken because of a lack of skills and knowledge.
● Some time is taken because of poor website maintenance and occasional downtime.
Speed of delivery:
● The driver team leader is an exceptional motivator.
● Driver morale is high.
● Driver attendance of routine training and team briefings is at 100%.
Online sales and revenue

● Some lack of sales may be due to poor customer service.
● Sales may pick up as awareness of online options through marketing actions

increases.
In terms of our key actions, we’re tracking well. The website redevelopment has been
completed on time and to budget. The delivery trucks and forklifts have been acquired
and put into operation on time. In terms of recruitment, staff have been recruited on
time, and the planned training has been completed.
Information from the Chief Finance Officer (CFO)

A discussion with the CFO has provided you with the following information:
The CFO has been tracking progress against the following key performance indicators
(KPIs):
1. Budget success is measured in % overrun/underspend. The target is 0% overrun.
Currently, there is a budget overrun of 10%. Cost overruns are due to:
○ the wastage from order mistakes and over-stocking due to misuse of the
system
○ overtime due to overly long customer interactions.
2. The timeline for the e-commerce project is to have the e-commerce activities
implemented by 1 October 2021. Currently, the implementation is on track.
In addition to these key performance indicators, we have identified several risks that all
need immediate action:
● The training program has not been adequate to cover the required skills and
knowledge. Training has been too short and insufficient to be effective.
● Staff cannot perform roles due to lack of support in job roles and ongoing training
and coaching.
● Website downtime contributes to increased service and sales disruptions.
● Sales continue to perform under target.
On that last risk, I think sales may need to be more closely monitored. Customer needs
and changing market conditions/competition may need to be reassessed and addressed.


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Assessment

------OFFICE USE ONLY-----

BSBOPS502 - Manage business operational plans V3 2021 Page 2

◻ Student requested reasonable adjustment for the assessment

 Performance management plan in

BSBOPS502 - Manage business operational plans V3 2021 Page 3

This is evidenced by:

BSBOPS502 - Manage business operational plans V3 2021 Page 4

This is evidenced by:

This is evidenced by:

Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐

BSBOPS502 - Manage business operational plans V3 2021 Page 5

BSBOPS502 - Manage business operational plans V3 2021 Page 6

Task summary and instructions

What is this This task builds on your work in Task 2.

You are required to:

 Monitor and review operational performance

This task comprises of the following assessment methods:

It has been designed to evaluate your ability to/competency

 Assess progress of operational plan in achieving profit and

You are required to address the following:

 Task 3.1 Monitor and review operational

BSBOPS502 - Manage business operational plans V3 2021 Page 7

o Outline a strategy to support the team improving

Specifications You must deliver/participate in:

 Coaching session in week 6 -Role-Play

You must submit to GOALS

 Performance management plan

BSBOPS502 - Manage business operational plans V3 2021 Page 8

assessor will explain why, and provide you written feedback

Complete the following activities:

Task 3.1 Monitor and review operational performance

You are now implementing the operational plan.

3.1.1 System to review performance

Develop a monitor system (Template 1) to review performance against targets that

BSBOPS502 - Manage business operational plans V3 2021 Page 9

Template 1 -Performance management plan

- How closely do you monitor the budget

Productivity - On-time response to website inquiries and Weekly

- Considering that the website has been

Employee Consumers feedback/Outcomes/ Result Monthly

Adherence to The delivery of the product within specified time. Weekly

BSBOPS502 - Manage business operational plans V3 2021 Page 10

List the resources for monitoring (6-8)

• Performance report of all employees

• Financial and accounting system.

• The fours areas should be followed while maintain the report.

• The report will be made by email .

• The report will be managed according to the policies and procedures.

• The managers should be implement the suggestion for future.

FOR OFFICE USE ONLY

(do not need to complete the section below)

BSBOPS502 - Manage business operational plans V3 2021 Page 11

3.1.2 Monitoring and evaluation

Analyse operational performance as described in the scenario (Appendix 4) and produce

Template 2 -Operational Plan status report

BBQfun operation plan status Date:

BSBOPS502 - Manage business operational plans V3 2021 Page 12

Area Performance measures Current Recommended actions (2-3)

• Overtime due to overly long

BSBOPS502 - Manage business operational plans V3 2021 Page 13

• Driver morale is high.

 Summary of evaluation of current performance (30-50 words).