Develop and Implement Business Plans

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STUDENT ASSESSMENT BOOKLET BSBOPS601Develop and Implement Business Plans BSB60420 Advanced Diploma of Leadership and Management

 

 

Student Name: ___________________________________________________________________________________ § Student ID:________________________________________________________

OVERALL UNIT – RECORD OF ASSESSMENT OUTCOMES

This section records the outcome of each task/assessment requirement so that the final assessment outcome can be determined for BSBOPS601Develop and Implement Business Plans.

Student must achieve a satisfactory outcome in each of the four (4) assessment tasks to be deemed competent in the unit. There is space to record up to three attempts at each assessment task.

A not satisfactory result for any discreet assessment task (after the student has had three (3) attempts), will result in the student being deemed not yet competent.

Assessment Tasks	Unit Outcome
	Satisfactory (S) Not satisfactory (NS) Please note (N/A) where further attempts are not required		Date		Assessor initials
Assessment Task 1: Written Questions	Attempt 1
	Attempt 2
	Attempt 3
Assessment Task 2: Case Study & Roleplay: Develop a business plan	Attempt 1
	Attempt 2
	Attempt 3
Assessment Task 3: Project: Business performance monitoring	Attempt 1
	Attempt 2
	Attempt 3
Assessment Task 4: Roleplay: Coaching Meeting	Attempt 1
	Attempt 2
	Attempt 3
Final Assessment Results		Result (C/NYC)
BSBOPS601Develop and Implement Business Plans		Competent □ Not Yet Competent □
Student Name:
Student ID:
Qualification: BSB60420 Advanced Diploma of Leadership and Management
Does the student wish to appeal the result?    □ YES   □ NO
Assessor Name:
Assessor Signature:				Date:           /       /

 

 

Assessment Plan

The following outlines the requirements of your final assessment for this unit. You are required to satisfactorily complete all tasks to demonstrate competency for this unit.

Your Trainer / Assessor will provide you with the due dates for each assessment task. Write them in the table below and keep a note of the due dates for your reference.

Assessment Requirements	Due date
1.       Written Questions
2.       Case study & Roleplay: Develop a Business Plan
3.       Project: Business Performance Monitoring
4.       Roleplay: Coaching Meeting

 

	Agreement by the student
Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure you sign this before you start each assessment task.
Have you read and understood what is required of you in terms of assessment?			¨   Yes
Do you agree that the assessment process is clear?			¨   Yes
Do you understand your rights to appeal then decisions made in an assessment?   Do you have any special needs or considerations to be made for this assessment? ¨  No        ¨   Yes   If yes, what are they?			¨   Yes       ¨  No

Student Name: _________________________________________________________________________________

Student Signature: ____________________________________________________  Date: _____________________

Assessor Name: ________________________________________________________________________________

Assessor Signature: ___________________________________________________  Date: _____________________

Assessor Note: If the student ticks ‘NO’ for any item except the reasonable adjustment, the assessor must not commence the assessment activity until the matter has been resolved and records of the resolution have been entered into the Student Management System (SMS).

If a student identifies any specific needs or considerations, assessors must provide a detailed record of how the situation was managed in the assessment outcome record for this assessment.

 

Version control
Version No.	Date		Dept.	Change
1.0	1/07/2021		Training	Original
Copyright Statement
© Copyright Clinton Institute
Disclaimer		All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, scanning, recording, or any information storage retrieval system without permission in writing from Clinton Institute. No patent liability is assumed with respect to the use of information used herein. While every effort has been taken in the preparation of this publication, the publisher and authors assume no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of information contained herein.

 

 

CONTENTS

OVERALL UNIT – RECORD OF ASSESSMENT OUTCOMES.. 2

CONTENTS.. 5

INTRODUCTION.. 6

ASSESSMENT TASK COVER SHEET – ASSESSMENT TASK 1. 11

ASSESSMENT TASK 1: WRITTEN QUESTIONS. 13

ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 2. 19

ASSESSMENT TASK 2: CASE STUDY & ROLEPLAY – DEVELOP A BUSINESS PLAN.. 21

ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 3. 35

ASSESSMENT TASK 3: PROJECT: BUSINESS PERFORMANCE MONITORING.. 37

ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 4. 45

ASSESSMENT TASK 4: ROLEPLAY: COACHING MEETING.. 47

 

 

INTRODUCTION
Unit code	Title	Training Package
BSBMOPS601	Develop and Implement Business Plans	Business Services Training Package

 

For further information regarding assessment criteria, including:

• application of unit
• elements and performance criteria
• assessment requirements
• modification History
• performance Evidence
• knowledge Evidence
• assessment conditions.

 

Please refer to:https://training.gov.au/Training/Details/BSBPS601

 

Understanding assessment terminology

 

Describe: Give a detailed account by recounting, characterising, outline and relating, in sequence, an event, situation, theory or point.

Discuss/Explain: Clarify or elaborate on the facts.  Focus on reasons how and why things happen or a why a particular point is important in the relevant context.

List: Using dot points, list a series of points, steps or stages that relate to the question.

Outline: Leaving out minor details, give an account of thing or a process outlining the main points of a topic.

Review: Provide a summary while analysing and commenting on the evidence, argument or other relevant points.

Summarise: Identify and interpret the most relevant features of a theory, discuss issue or detail, leaving out the finer details.

Develop: Involves the creation of the materials/activities/procedures to achieve the outcome.  This is about designing and creating.

Implement: After materials/activities/procedures are developed, test all materials/procedures to determine if they are functional and appropriate for the intended audience.

Evaluate: ensures that the materials/activities/procedures achieve their desired goals and involves a detailed review including any recommendations for change and reasons.

 

Plagiarism

While cooperative effort and the sharing of information are encouraged, you must ensure your assignments and assessments are representative of your own effort, knowledge and skills. You must not take the work of others and present it as your own. Plagiarism may result in the assignment/assessment being deemed to be “not yet competent” by the assessor.

Students accused more than once of academic misconduct, including plagiarism, may be dismissed or cancelled from their course at the discretion of the Clinton Institute Director of Studies.

Plagiarism can take several forms.

• Quoting from a book or an article without acknowledging the source
• Handing in someone else’s work as your own
• Stealing and passing off another person’s words or ideas and claiming them as your own
• Giving incorrect information about the source of a quotation or idea
• Downloading information from the internet without acknowledging the source
• Copying a section of a book or article and submitting it as one’s own work
• Presenting something as a new and original idea or producing something which was derived from an existing source.

 

Referencing Materials

If you are unfamiliar with how to reference, we recommend that you review http://www.citethisforme.com/harvard-referencing. Two types of citations are included:

• In-text citations are used when directly quoting or paraphrasing a source. They are located in the body of the work and contain a fragment of the full citation.Depending on the source type, some Harvard Reference in-text citations may look something like this:
  • “After that I lived like a young rajah in all the capitals of Europe…” (Fitzgerald, 2004).
• Reference lists are located at the end of the work and display full citations for sources used in the assignment.Here is an example of a full citation for a book found in a Harvard Reference list:
  • Fitzgerald, F. (2004). The great Gatsby. New York: Scribner.*
• It is preferred that students utilise Harvard Style referencing. Generally, Harvard Reference List citations follow this format:
  • Books: Last name, First Initial. (Year published). Title. City: Publisher, Page(s).
  • Journals/publication: Last name, First initial. (Year published). Article title. Journal, Volume (Issue), Page(s).
  • Websites: Website name, (Year published). Page title. [Online] Available at: URL [Accessed Day Mo. Year].

 

Understanding your results

The great thing with competency-based training is that you are either deemed ‘competent’ (you can demonstrate the required skills and knowledge) or ‘not yet competent’ (at this time, you haven’t been able to demonstrate required skills or knowledge). The key word is “YET”.

Your trainer will provide you with feedback on your assessments so that you know what you have done well in your assessment and what you need to improve upon or fix. An “NYC” result does not mean that you have failed and that is it. You have the opportunity to try again.  It could be that one question in your assessment was deemed not yet satisfactory(NS) and this is the only question that will require review.

 

Assessment outcomes

Each assessment task will be given an outcome of either Satisfactory (S) or Not Yet Satisfactory (NYS). You must complete all tasks satisfactorily to achieve an overall outcome of Competent (C) for a unit. If one or more of tasks are assessed as not yet satisfactory, you will be given an overall outcome for the unit of Not Yet Competent (NYC).

 

You will be allowed up to two (2) reassessments attempts to complete each task and achieve a satisfactory outcome. You will be given a timeframe for resubmission and advised what you must include in the resubmission.

 

There is an Assessment Task # – Outcome Record incorporated within an Assessment Cover Sheet at the beginning of each discreet assessment activity. Assessors will complete the Outcome Record section for each assessment activity. The summary of the outcomes will be transferred to the Overall Unit – Record of Assessment Outcomeslocated on the reverse of the first page Cover sheet of this Student Assessment Booklet.

Assessors Note -theOverall Unit – Record of Assessment Outcomes will become the first page of the submitted work when completed (by reversing the first page Cover sheet of this Student Assessment Booklet).

 

 

Results legend

C	Competent	You have successfully completed unit and met the minimum competency criteria and demonstrated the required skills and knowledge.
NYC	Not Yet Competent	You havenot met minimum competency criteria for the unit. Certain section/s require review due to not meeting the requirements and, therefore, your work is deemed not yet competent.   Note: If you have had an initial assessment, a first reassessment and then a final reassessment, you will no longer have an opportunity to resubmit.  You will receive a “NYC” and have to re-enrol in the unit.
S	Satisfactory	Individual assessment/question is satisfactory.
NYS	Not Satisfactory	Individual assessment/question is not a satisfactory result for a specific assessment activity.

Assessment attempts and resubmissions

You will have up to three (3) attempts to achieve a satisfactory outcome for each assessment. If after three (3) attempts you cannot achieve a satisfactory result for any assessment activity, the overall outcome with be Not Yet Competent (NYC) for the unit.

Resubmission

You will be given the opportunity to resubmit a Not Yet Satisfactory (NYS) assessment task up to two (2) times. Following the assessment outcome, you will be given appropriate feedback on previous attempt. This will enable you to have a total of three (3) attempts.

Timeframe

You will be provided with an appropriate timeframe by your trainer to resubmit your work. For example, you may be given 14 days to resubmit incorrect responses to written tasks or projects. Should you be requiredto complete a roleplay or presentation, your assessor will make an appointment time, which suits both of you.

Records

The Assessment Task Cover Sheet at the start of each assessment activity,includes a space to record the details of any reattempts and resubmissions. Assessors must ensure that this is comprehensively detailed so that anybody reviewing the assessment record can tell exactly what occurred, when it occurred, how it occurred, who was involved and where any further evidence is located. Assessors must also make reference to ensuring that any reattempt or resubmission has been assessed in accordance with the model responses and performance descriptors included in the Assessor’s Marking Guide.

Assessment task cover sheet

At the beginning of each individual assessment task, you will find an Assessment Task Cover Sheet. Please fill out your student  details  on each cover Sheet and make sure you sign the student declaration.

Your assessor will complete the Outcome Record section and give you feedback about how well you went in each task. This will be written on the Assessment Task Cover Sheet.

Assessment appeals

You have the right to appeal an assessment decision. To make an appeal about an assessment decision, you must follow the process outlined in the Student Handbook.

Note that the Overall Unit – Record of Assessment Outcomes contains a section which says “Does the student wish to appeal the result? □YES□NO”

Assessors must ensure that the appropriate box is ticked, after conferring with the student if necessary.

ASSESSMENT OVERVIEW

This Student Assessment Booklet includes all your tasks for assessment ofBSBMGT617 Develop and Implement a Business Plan.

About your assessments

There arefour(4) assessment tasks for this unit. You must satisfactorily complete all tasks to achieve competency for this unit.

Assessment Task	About this task
Assessment Task 1: Written Questions	You must correctly answer all seven (7) questions to show that you understand the knowledge required for this unit.
	Evidence Required §  All completed questions.
Assessment Task 2: Case study & Role Play:Develop a business plan	You must conduct research and develop a business plan. Once developed you must present your business plan in a meeting (roleplay)
	Evidence Required §  Activity 1: Review information, conduct research and answer all questions. §  Activity 2: Develop a Business Plan in required template §  Activity 3: Conduct a meeting and present your business plan in a roleplay. §  Activity 4: update Busines Plan if required.
Assessment Task 3: Project:Business performance monitoring	You must analyse performance data and write a Monitoring and Evaluation Report
	Evidence Required §  Monitoring and Evaluation Report in required template
Assessment Task 4: Roleplay:Coaching meeting	You must review system processes and procedures and provide coaching to staff, during a coaching meeting.
	Evidence Required §  Nothing, however, your assessor will complete an observation checklist.

 

 

How to submit your assessments

When you have completed each assessment task you will need to submit it to your assessor.

Instructions about submitting your work can be found at the beginning of each assessment task.

Make sure you photocopy your written activities before you submit them. Your assessor will put the documents you submit into your student file. These will not be returned to you.

 

 

 

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ASSESSMENT TASK COVER SHEET – ASSESSMENT TASK 1

Student:Please fill out this cover sheet clearly and accurately.  Make sure you keep a copy of your work.

Student Name:
Student ID:
Date of submission:
Qualification:	BSB60420Advanced Diploma of Leadership and Management
Unit	BSBOPS601 Develop and implement business plans

Student declaration

I <Insert your name>__________________________________________declare that this is my own work and:

□ None of this work has been completed by any other person.

□ I have not cheated or plagiarised the work or colluded with any other student/s.

□ I have correctly referenced all resources and reference texts throughout these assessment tasks.

□ I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.

Student Signature:______________________________________________________________________________

Assessor to complete
Assessment requirements	Satisfactory/ Not satisfactory	Attempt (pls circle)
Written questions completed		1    2    3
Overall Outcome for Assessment Task 1:

ASSESSOR FEEDBACK – Detail any gaps identified and any reassessment requirements

(if more space is required, continue on reverse of this page)

 

Assessors: Please provide a copy of this cover sheet to the student with assessment results and feedback. The original copy must be supplied to the office and kept on the student’s file with the evidence.

_____________________________________________________________________________________________

_____________________________________________________________________________________________

_____________________________________________________________________________________________

_____________________________________________________________________________________________

Assessor Signature:  ………………………………………………………………………………………Date: ………………./…………………/…………….

Assessor Name: _________________________________________________________________________________

 

 

Authenticity Check
Student Name:
Student ID:
Unit of Competency: BSBOPS601 Develop and implement business plans
Assessor Use Only
I confirm that I have checked this completed student assessment item and confirm (Assessor must tick one of the following): ¨  I have checked the authenticity of this work and am unable to detect any form of plagiarism, collusion or cheating and believe the contents of the submission is the students own work. ¨  I have checked the authenticity of this work and have identified potential instances of plagiarism, collusion or cheating. A detailed file note is attached to this completed assessment item, detailing the issues of concern, which will be submitted to the Director of Studies for further investigations and action. The student has been marked Not Yet Satisfactory in this assessment.
AssessorSignature:		Date checked:

 

 

 

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ASSESSMENT TASK 1: WRITTEN QUESTIONS

Task Summary

There are seven(7) questions to answer in this task. You must answer all questions.

You will have one (1) hour to complete this assessment which may be undertaken in more than one session.

 

Resources and Equipment Required to Complete ThisTask

• Student Learner Guide for this Unit
• Computer
• Access to the Internet

 

Note: Clinton Institute provides students with access to a computer and internet

When and Where Do I CompleteThis Task?

This task is to be completed in the classroom. Your assessor will advise on the date(s) and time(s) of the assessment.

What Do I Need to Submit and Do?

What do you need to do?	What evidence is required?
Answer allseven (7) questions.	You will need to submit your answers to all seven(7) questions.

Decision Making Rules

Assessors will compare student responses/performance with the model responses and performance descriptors contained in the Assessors Marking Guide.Your responses do not have to be verbatim (unless otherwise specified), but must convey the same meaning as each component listed. Similarly, you do not have to perform exactly as described in the marking guide (unless otherwise specified), but you must address each performance component listed.

You must achieve a satisfactory result for every question and component to achieve a satisfactory result for this assessment task.

What HappensIf I Get Something Wrong?

If your assessor sees that you have not completed all parts of this task satisfactorily, the details of resubmission will be advised by your Assessor in writing and discussed with you directly.

Instructions

• This is an open book assessment – you can use your learning materials as reference.
• You need to answer all questions correctly
• You must answer the questions by writing in the space provided and/ or you may complete using softcopy tasks or templates electronically when provided.
• If you need more space, you can use extra paper. Make sure you write on each extra piece of paper your name and the question number/s you are answering.

 

Assessor will tick either □ Satisfactory OR □ Not yet satisfactory for each question and sub-questions.

 

 

Assessment Task 1: Written Questions

Question 1

Identify five (5) common components/ sections of a business plan.

Common Components of a Business Plan	1)	Executive summary It is the most important part of the plan and it must include the mission, vision, and objective of the business. □ Satisfactory OR □ Not yet satisfactory
	2)	Company Summary It must include the following parts which are the name of the business, location, mission and vision statement, etc. □ Satisfactory OR □ Not yet satisfactory
	3)	Market analysis Important which a good market plan must include is having information about the target customer, depth knowledge about the market segment □ Satisfactory OR □ Not yet satisfactory
	4)	Team management A well-established team in which everyone has a particular role to follow and has a specific kind of special knowledge about different sections makes an all-rounder team. □ Satisfactory OR □ Not yet satisfactory
	5)	Revenue projection It must include parts such as cash flow, income show, assets, liabilities etc. potential investors can see what they will get in return just by looking at it (McKeever, 2018). □ Satisfactory OR □ Not yet satisfactory
Outcome for Question 1: □ Satisfactory OR □ Not yet satisfactory

 

Question 2

Identifythree (3) areas a business planning process may address.

1	Situation survey It includes the current profile observation of the business and it must show accurate data for a better survey of the firm. □ Satisfactory OR □ Not yet satisfactory
2	Competitors analysis Knowing the personal business is a good thing but knowing what rivals are up to and knowledge about their business strategies can be a game changer. □ Satisfactory OR □ Not yet satisfactory
3	Plan It doesn’t matter how good is business running unless it is having farsightedness knowing about the future of the business that could result in the better sustainability of the firm (Tipu, 2018). □ Satisfactory OR □ Not yet satisfactory
Outcome for Question 2:  □ Satisfactory OR □ Not yet satisfactory

 

 

Question 3

What are the four (4) key steps in developing a business plan.

1)	Outlining the main part of the business plan This includes everything about the business what it holds in strengths and weaknesses and all other accurate insights that the business has. □ Satisfactory OR □ Not yet satisfactory
2)	Plan as per the plan After revealing the business plan and making necessary arrangements to work for the growth of the business, different things must be included such as short-term goals long-term goals, etc. □ Satisfactory OR □ Not yet satisfactory
3)	Review the plan The plan for a business that has been made must be reviewed to find any kind of errors and issue in it and then approve it for putting the plan into action. □ Satisfactory OR □ Not yet satisfactory
4)	Finalize the plan After watching the reviewed plan after fixing the error the last step is to put the plan into action (McKenzie,  2017). □ Satisfactory OR □ Not yet satisfactory
Outcome for Question 3:  □ Satisfactory OR □ Not yet satisfactory

Question 4

Identify three (3) key stakeholders who may be involved in business planning.

1)	Director of the company He is the main head of the company who does some major actions and decisions for the company and plays a vital role in any firm. □ Satisfactory OR □ Not yet satisfactory
2)	Shareholder Those who have some part of the company or the one who has invested in the growth of the company also play a very important role which also has major baking on financials. □ Satisfactory OR □ Not yet satisfactory
3)	Owners Those who own the business also play a very vital role in any business and could be considered as one of the most important stakeholders (Ivanisevic, et al., 2016). □ Satisfactory OR □ Not yet satisfactory
Outcome for Question 4:  □ Satisfactory OR □ Not yet satisfactory

 

Question 5

Identify three (3) performance objectives of a business plan.

1)	Quality Providing a quality service to a customer or client is one of the necessary objectives that every business must have to follow for the growth of the firm. □ Satisfactory OR □ Not yet satisfactory
2)	Quantity After the quality, it is the quantity that matters the most that the product firm must be able to provide to every of its client. □ Satisfactory OR □ Not yet satisfactory
3)	Efficiencies How the firm is working can be considered as one of the performance reviewing tools based on the quality and quantity that a firm has produced it became easy to analyze the efficiency (Kuratko, 2015. □ Satisfactory OR □ Not yet satisfactory
Outcome for Question 5:  □ Satisfactory OR □ Not yet satisfactory

 

Question 6

Nominate three (3) performance measures that could be used to measure customer satisfaction.

1)	Customer positive feedbacks The feedback is one of the key aspects and getting them shows that the product is delivering its purpose for what it was made. □ Satisfactory OR □ Not yet satisfactory
2)	Customers negative feedback Negative feedback has more value than positive one as they show the area for improvement and must be reviewed accordingly. □ Satisfactory OR □ Not yet satisfactory
3)	Customer retention Having data on how many new customers have joined and who has left can provide a better viewpoint for improvement and it also shows what are the strengths that the business (Chungyalpa, and Bora, 2015). □ Satisfactory OR □ Not yet satisfactory
Outcome for Question 6:  □ Satisfactory OR □ Not yet satisfactory

 

 

 

 

Question 7

List three (3) benefits of using key performance indicators in the business planning process.

1)	Goal measurement It provides a general idea of how much time it will going to take when the company will achieve its overall objective and it is also important in checking the positive growth of the firm. □ Satisfactory OR □ Not yet satisfactory
2)	Information of business Knowing the pros and cons of business will help to provide to take necessary action and it also helps in knowing the potential issues that a business can have. □ Satisfactory OR □ Not yet satisfactory
3)	Growth and improvement Among all checking, the improvement and direction of growth is the major key performance indicator that let the firm knows where it is going and how much time it will going to take.   □ Satisfactory OR □ Not yet satisfactory
Outcome for Question 7:  □ Satisfactory OR □ Not yet satisfactory

 

 

 

 

**** END OF ASSESSMENT TASK 1 ****

What do I need to hand in for this task?	Have I completed this?
Your answers to each of the seven (7) questions	o

 

 

 

 

 

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ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 2

Student:Please fill out this cover sheet clearly and accurately.  Make sure you keep a copy of your work.

Student Name:
Student ID:
Date of submission:
Qualification:	BSB60420Advanced Diploma of Leadership and Management
Unit	BSBOPS601 Develop and Implement Business Plans

Student declaration

I <Insert your name>__________________________________________declare that this is my own work and:

□ None of this work has been completed by any other person.

□ I have not cheated or plagiarised the work or colluded with any other student/s.

□ I have correctly referenced all resources and reference texts throughout these assessment tasks.

□ I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.

Student Signature:______________________________________________________________________________

Assessor to complete
Assessment requirements	Satisfactory/ Not satisfactory/ not req’d	Attempt (pls circle)
Activity 1:Review, evaluate and research information; answer Questions 1 to 6		1     2     3
Activity 2:Develop the business plan.		1     2     3
Activity 3: Present business plan at Management Meeting (Roleplay)		1     2     3
Activity 4: update Business Plan, if required	□Not req’d	1     2     3
Overall Outcome for Assessment Task 2:

ASSESSOR FEEDBACK – Detail any gaps identified and any reassessment requirements

(if more space is required, continue on reverse of this page)

 

Assessors: Please provide a copy of this cover sheet to the student with assessment results and feedback. The original copy must be supplied to the office and kept on the student’s file with the evidence.

_____________________________________________________________________________________________

_____________________________________________________________________________________________

_____________________________________________________________________________________________

_____________________________________________________________________________________________

Assessor Signature:  ………………………………………………………………………………………Date: ………………./…………………/…………….

Assessor Name: _________________________________________________________________________________

 

Authenticity Check
Student Name:
Student ID:
Unit of Competency: BSBOPS601 Develop and implement business plans
Assessor Use Only
I confirm that I have checked this completed student assessment item and confirm (Assessor must tick one of the following): ¨  I have checked the authenticity of this work and am unable to detect any form of plagiarism, collusion or cheating and believe the contents of the submission is the students own work. ¨  I have checked the authenticity of this work and have identified potential instances of plagiarism, collusion or cheating. A detailed file note is attached to this completed assessment item, detailing the issues of concern, which will be submitted to the Director of Studies for further investigations and action. The student has been marked Not Yet Satisfactory in this assessment.
AssessorSignature:		Date checked:

 

 

ASSESSMENT TASK 2: CASE STUDY & ROLEPLAY – DEVELOP A BUSINESS PLAN

Task Summary

For this assessment task you are required to conduct research to develop and present a business plan for Ozhouse Clean.

You will have a total of ten (10) hours to complete this assessment,  which may be undertaken in more than one session..

 

Resources and Equipment Required to Complete This Task

• Computer and Microsoft Office
• Access to the internet for research
• Space to conduct a meeting
• Roleplay participants (assessor and students)
• Handout – Business plan template
• Handout (hyperlink) – Cleaning services award
  • https://www.fairwork.gov.au/ArticleDocuments/872/cleaning-services-award-ma000022-pay-guide.docx.aspx

 

Note: Clinton Institute will provide all the forementioned to complete this assessment.

When and Where Should the Task be Completed?

This task is to be completed in the classroom. Your assessor will advise on the dates and times of the assessment.

What do I Need to Submit and Do?

What do you need to do?	What evidence is required?
Review evaluate and research information, then answersix (6) questions	Completed six (6) questions
Develop a Business Plan in the required template	Ozhouse Clean Business Plan
Facilitate a meeting where you present your Business Plan to attendees.	Nothing, however your assessor will complete an observation checklist.
Incorporate changes agreed at meeting,if any	Updated Business Plan if there are changes identified

Decision Making Rules

Assessors will compare student responses/performance with the model responses and performance descriptors contained in the Assessors Marking Guide. Your responses do not have to be verbatim (unless otherwise specified), but must convey the same meaning as each component listed. Similarly, you do not have to perform exactly as described in the marking guide (unless otherwise specified), but you must address each performance components listed.

You must achieve a satisfactory result for every question and component to achieve a satisfactory result for this assessment activity.

What Happens If I Get Something Wrong?

If your assessor sees that you have not completed all parts of this task satisfactorily, the details of resubmission will be advised by your Assessor in writing and discussed with you directly.

 

Assessment Task 2 –Case Study & Roleplay: Develop a business plan

InstructionsTo Student

Review the background information and two (2) handouts, then complete the activities that follow.

1. Handout – Business Plan Template
2. Handout – Cleaning services award(hyperlink)

Case Study Background Information Ozhouse Clean is based in Melbourne and offers professional, residential cleaning services, including regular home cleans, as well as spring cleans. The company is a family business established in 2005 by James and Nancy Anderson. James and Nancy are the Directors of the company. Their daughter, Sarah is employed by the company in the role of Administration Manager; and you have been employed in the role of Operations Manager. The company sees its point of difference from competitors as being a small family business with a focus on quality and happy and content staff and customers. The management team understands this point of difference may need to change as the business grows. There may be a need for more management staff to be employed, e.g., while Sarah manages marketing, she is not skilled in marketing and is very busy with the administration of the business. A skilled marketing officer may be needed. Currently target customers are located in the greater Melbourne area. Target customers are people who want a professional, trustworthy and immaculate cleaning service. Pricing reflects that of competitors. The company employs 15 cleaners, all of whom are part-time contract staff working between 10 – 15 hours a week. The company currently has approximately 70 regular clients, based around Melbourne’s inner city. These clients require regular home cleaning, either weekly or fortnightly for hours ranging from 3 – 6 hours. A standard hourly rate of $40 per hour is charged. Staff receive an hourly rate of $25 per hour with the cost of the products provided to staff for cleaning, including equipment and ongoing supplies, works out to be approximately $2 per hour on top. The company is also considering whether it may be wiser to move to employing a number of full-time, permanent cleaning staff. This is partly because there is a high turnover of casual staff and little loyalty to the company. Staff costs for employing full-time cleaners are $55,000 per cleaner per year including all superannuation payments. All cleaning supplies are currently purchased from Total Cleaning Supplies in Melbourne. Howeverthey do not currently offer environmentally friendly products, so a new supplier needs to be found . It is estimated that purchase of these products will be an additional $10,000 per month. The products cost double the cost of the non-environmentally friendly products. Sales revenue for the company for the last financial year is $360,000.00 with a gross profit margin of $40,000.00. Labour costs are a significant part of the business representing 70% of total costs. Average debtor days are currently 40 days. Currently, marketing is via a website but a large proportion of the company’s work comes through word-of-mouth from existing customers. Social media is not currently used to market the business. The new business plan will need to reflect different ways of marketing, especially to attract commercial customers. At a recent meeting of the management team (Directors, Operations and Administration Managers), it was decided that a 3-year business plan is needed to ensure the company meets its business goals. This will include diversifying into  commercial cleaning, and offering  environmentally friendly cleaning. Down the track, the company is also considering offering carpet cleaning services. The Operations Manager has been given the responsibility of developing the business plan. The company’s mission, vision, values and objectives as follows: Mission Ozhouse Clean is committed to providing the highest quality residential and commercial cleaning services available by exceeding the expectations of our clients. Vision We are constantly working to establish ourselves as the most respected and sought-after contract cleaning and facilities support service in Melbourne. Values ·         Respect: taking time to understand and value each person and respecting their choices. ·         Responsibility: acting with integrity towards our staff, our customers, the community and the environment. ·         Caring: a duty of care for our staff, customers and the environment. ·         Excellence: to always look to provide the best quality experience in regard to our cleaning and our customer service. ·         Integrity: to act with honesty, openness and do what we say we will do. ·         Innovation: to be industry leaders. Strategic Objectives Our key objectives which are fundamental to our business in delivering world-class cleaning and customer service, are: o    Provide our customers with a professional and friendly service. o    Increase client numbers by 20% in the first year of introducing commercial cleaning services and 10% thereafter. o    Meet or exceed the expectations of customers. o    Implement best practice in cleaning operations, including environmentally sustainable practices.

Activity 1

Review, evaluate and research information

Review, evaluate and research the information required in the following six (6) questions:

Question 1

Review the case study business information and provide your assessment for each of the following categories, concluding that your analyses determines each component as either-

• Appropriate /Good/excellent /Recommended minor adjustment/ Requires more detail /Needs more targets/ Needs skilled resources

Or nominate any additional inclusions required

Business Vision	Excellent Appropriate        □ Satisfactory OR □ Not yet satisfactory
Business Mission	Good Require more detail       □ Satisfactory OR □ Not yet satisfactory
Business Values	Good/ Excellent□ Satisfactory OR □Not yet satisfactory
Business Objectives and Goals	Requires more detail Recommended minor adjustments □ Satisfactory OR □ Not yet satisfactory
Financial Targets	Needs more target Recommends minor adjustments □ Satisfactory OR □ Not yet satisfactory
Management arrangements	Needs skilled resources Needs more details Recommended minor adjustments. □ Satisfactory OR □ Not yet satisfactory
Marketing approaches and strategy	Recommended minor adjustments Needs more detail        □ Satisfactory OR □ Not yet satisfactory
Operational Plan	Good Needs more details Recommended minor adjustments     □ Satisfactory OR □ Not yet satisfactory
Outcome for question 1:  □ Satisfactory OR □ Not yet satisfactory

 

Question 2

Review market requirements for the product and services offered by Ozhouse Clean, and list below a minimum of two (2) requirements/ market expectations as demonstrated by competitor positioning.

1) High standard of cleaning – The cleaners should clean the areas of the clients properly and should know the skills to do it in a fast and efficient way.   □ Satisfactory OR □ Not yet satisfactory

2) Cleaners need to be verified by the cleaners – There is a need to conduct a police verification so that the company can access the full information of the employee.         □ Satisfactory OR □ Not yet satisfactory

Outcome for question 2:  □ Satisfactory OR □ Not yet satisfactory

 

Question 3

Research and establish profile of customer needs. List below a minimum of two (2) customer needsas demonstrated by competitor offerings .

1) Safety – The company should send such employees with whom there is no problem related to safety and should carry an id card with them.   □ Satisfactory OR □ Not yet satisfactory

2) Care of belongings – The person should not displace any of the belongings and they should not get replaced or found lost.         □ Satisfactory OR □ Not yet satisfactory

Outcome for question 3:  □ Satisfactory OR □ Not yet satisfactory

 

 

 

Question 4

Conduct research on two (2) competitors to  Ozhouse Clean (i.e. cleaning businesses in Melbourne and offering residential cleaning services, including regular home cleans) and record appropriate findings below:

Competitors Name	When /How long established	Regular domestic cleaning pricing for Melbourne inner city or suburbs	Key marketing message/ Customer value proposition	Areas serviced
Family clean	since 1997 for 25+	Regular domestic prices for cleaning are $40.	Local customer wants that the cleaners should be skilled and trustworthy	In Australia
source of information:Through Web Page Using internet
□ Satisfactory OR □ Not yet satisfactory
Clean Australia Service	Since 2011 10+ years	Regular domestic prices for cleaning are $45	the employees should be inspected by police and should be fully skilled	Located in different parts of Australia
source of information:Webpage of the competitor Through enquiry
□ Satisfactory OR □ Not yet satisfactory
Outcome for question 4:  □ Satisfactory OR □ Not yet satisfactory

 

Question 5

Research and identify any relevant permits or licencing requirements for Ozhouse Clean.

Generally, most cleaning companies are not regulated by the government of Australia. The company jus needs NCCA Registration And can also register your business under ABN.

Outcome for question 5:  □ Satisfactory OR □ Not yet satisfactory

 

Question 6

As Operations Manager of Ozhouse Clean, identify below two(2) key legislation or regulation requirements relevant to Ozhouse Clean and yourself, with which you will need to comply and provide two (2) examples for each, of how Ozhouse Clean will comply with each.

 

Legislation/ Regulation	How will Ozhouse Clean comply with is legislation/ regulation
Fair Work Act	Ozhouse will pay equal wages to all its employees. Pay their employees based on an hourly basis. Pay them based on their rewards.   □Satisfactory OR□Not yet satisfactory
Privacy Act	Pay attention to the security of data Secure the information of their customer Keep their personal information confidentially   □Satisfactory OR□Not yet satisfactory
Outcome for question 6:  □ Satisfactory OR □ Not yet satisfactory

Activity 2

Develop the business plan.

 

Using your research findings and the scenario information, develop the business plan using the Handout – Business Plan template.

Your business Plan include each of the following:

 

• Description of the business, products and services,
• Identify permit and licence requirements,
• Identify marketing strategy(s)
• Identify financial, human and physical resource requirements for the business
• Productivity and financial performance targets for key result areas
• Ensure skilled labour is available to implement plan

 

Your business plan must be written in clear and concise English, be grammatically correct and free from errors. Submit your completed business plan toyour assessor.

 

 

 

***attach your completed Business Plan template here***

We  have attached it separately

 

 

 

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Activity 3

Present and implement business plan at Management Meeting (Roleplay)

For this task, you are required to participate in a business plan presentation meeting with yourassessor and classmates (playing various roles) to discuss the business plan you have developed and reach agreement on the performance objectives and measures for the business plan.

Your assessor will advise you of the date and time of this meeting.

Your assessor will play the role of one of the company Directors and ask other students (not being assessed during this simulated meeting), to play various roles.

 

You may also be required to participate in other meetings for other students.

• You are to assume that your Business Plan has already been circulated among relevant personnel.

 

During the meeting you must:

• Communicate the proposed Business Plan to meeting participants and ensure understanding of and gain commitment to the performance requirements and timeframes
• Discuss the performance objectives and measures in Section 5, of your Business Plan, and seek advice. Use the advice to either:
• develop new performance objectives, with meeting participants; or
• receive approval of the objectives you included in your plan.
• Use language and features appropriate to the audience
• Participate in discussions using listening and questioning to elicit the views of others and to clarify or confirm understanding
• Take an active role in facilitating effective group integration, influencing direction, and taking a leadership role.
• Ensure the nominated individual for implementation, has the required skills and is available to implement the plan.

[Following the meeting, for Activity 4 you will need to incorporate any changes identified at the meeting, following feedback received into the business plan, and submit the final plan to your assessor.]

 

Role play

Operation Manager – Good Morning.

Company Director, Administrator Manager, Client, Consultant, Bank Manager – Good Morning.

 

Operation Manager –Hello everyone, as you all know that our company is planning to employ new and permanent staff and with this we are trying to target commercial clients and provide them with quality of services.

 

Administrator Manager – Have to develop the business plan?

 

Operation Manager – Yes, I have developed it and in this meeting, I’ll share with you all its objectives.

 

Administrator manager- okay

 

Operation manager – To improve our business we need to employ new and permanent staff so that are

Expenses can be minimized and the new staff can provide us loyalty. There is also a need to recruit

a marketing officer who can advertise about our company through various means to attract customers.

Rather than this, we need to invest in some eco-friendly equipment’s so that we can fulfil the policies of our organization and government, and increase customer satisfaction

 

Company director – Have you developed or identified the performance objectives?

Operation manager- Yes, Sir we have already identified performance objectives for our business.

 

Bank manager – What are they?

 

Operation manager – We need to provide our customers with all the requirements they need so that we

can attain high level of customer satisfaction because most of our marketing is done mouth to mouth.

we will have to conduct police verification for all our employees that will be employed in our

organization so that the safety of the client does not get compromised

we will provide quality services to our customers.

 

Operation manager – I would like to ask our customer whether he is satisfied with r performance

objectives or there is a need to change it a bit?

 

Client – I guess new employees should carry an ID card with them so that we can easily identify them that they are your employees and not any stranger, when that employee is its our home we should receive an OTP so that we can verify that he or she is the same person who will manage cleanliness in our area.

 

Operation manager – and company director well that is actually a very good idea we will definitely

Include it.

 

Administrator manager – but if we will employ new employees then there will be a need to conduct training sessions for them have you managed a time for it?

 

Operation manager – yes, Sir we have already decided the time frame for it.

If you all Want to add anything else you can suggest I will definitely incorporate it into our

Business objectives.

 

Company director, administrator manager, bank manager, Client – no that is it, thank you

 

Operation manager – okay then, thank you for joining the meeting

 

 

 

 

 

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BU

y Observation Checklist

Name of student being assessed (Chair):
Location of meeting:
Other roles played:			Admin Manager Bank Manager Potential Client §  Change Management Consultant
Assessor is to write “S” or “NYS” for each line item (row). If the student gets the item correct on the first attempt, the second and third attempt columns do not have to be completed. If a student gets the item correct on the second attempt, there will be a “NYS” on the first attempt, a “S” on the second attempt and the third attempt will be left blank. Students are allowed a total of three attempts. Note that to obtain a satisfactory outcome for this assessment activity, students must achieve a satisfactory outcome for every line item and each sub point.
Date:
Did the Student:			Attempt 1	Attempt 2	Attempt 3
1	Communicate the proposed Business Plan to meeting participants and ensure understanding of the performance requirements and timeframes
2	Discuss the performance objectives and measures in Section 5, of your Business Plan, and seek advice. Use the advice to either: develop new performance objectives, with meeting participants; or receive approval of the objectives you included in your plan.
3	Use language and features appropriate to audience
4	Participate in discussions using listening and questioning to elicit the views of others and to clarify or confirm understanding
5	Take an active role in facilitating effective group integration, influencing direction and taking a leadership role.
6	Ensure the nominated individual for implementation, has the required skills and is available to implement the plan.

Outcome for Task:  □ Satisfactory OR □ Not yet satisfactory
Assessors Comments to explain any instance where a student does not achieve a satisfactory outcome for a specific item).
Assessors Signature:		Date:

 

 

 

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Activity 4

 

Following the meeting-

• if there were any changes identified and agreed from the meeting discussions and feedback received:
• incorporate those changes into the business plan and submit an updated final Business Plan to your assessor.

 

 

***attach your updated final Business Plan template here***

 

 

 

OR

• If there are no changes required:
• Assessment Task 2 is complete – it is not necessary to attach a 2^nd copy of your Business Plan if it is unchanged following the meeting.

 

 

**** END OF ASSESSMENT TASK 2 ****

 

What do I need to hand in for this task?	Have I completed this?
Activity 1: Completed Six (6) Questions	o
Activity 2: Completed Business Plan	o
Activity 3: Roleplay Meeting Observation checklist	Assessor to complete
Activity 4: updatedBusiness Plan – if required	if requiredo

 

 

ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 3

Student:Please fill out this cover sheet clearly and accurately.  Make sure you keep a copy of your work.

Student Name:
Student ID:
Date of submission:
Qualification:	BSB60420Advanced Diploma of Leadership and Management
Unit	BSBOPS601 Develop and Implement Business Plans

Student declaration

I <Insert your name>__________________________________________declare that this is my own work and:

□ None of this work has been completed by any other person.

□ I have not cheated or plagiarised the work or colluded with any other student/s.

□ I have correctly referenced all resources and reference texts throughout these assessment tasks.

□ I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.

Student Signature:______________________________________________________________________________

Assessor to complete
Assessment requirements	Satisfactory/ Not satisfactory	Attempt (pls circle)
Activity 1: Monitoring and Evaluation Report		1    2    3
Overall Outcome for Assessment Task 3:

ASSESSOR FEEDBACK – Detail any gaps identified and any reassessment requirements

(if more space is required, continue on reverse of this page)

 

Assessors: Please provide a copy of this cover sheet to the student with assessment results and feedback. The original copy must be supplied to the office and kept on the student’s file with the evidence.

_____________________________________________________________________________________________

_____________________________________________________________________________________________

_____________________________________________________________________________________________

_____________________________________________________________________________________________

_____________________________________________________________________________________________

Assessor Signature:  ………………………………………………………………………………………Date: ………………./…………………/…………….

Assessor Name: _________________________________________________________________________________

 

Authenticity Check
Student Name:
Student ID:
Unit of Competency: BSBOPS601 Develop and implement business plans
Assessor Use Only
I confirm that I have checked this completed student assessment item and confirm (Assessor must tick one of the following): ¨  I have checked the authenticity of this work and am unable to detect any form of plagiarism, collusion or cheating and believe the contents of the submission is the students own work. ¨  I have checked the authenticity of this work and have identified potential instances of plagiarism, collusion or cheating. A detailed file note is attached to this completed assessment item, detailing the issues of concern, which will be submitted to the Director of Studies for further investigations and action. The student has been marked Not Yet Satisfactory in this assessment.
AssessorSignature:		Date checked:

 

 

 

 

ASSESSMENT TASK 3: PROJECT: BUSINESS PERFORMANCE MONITORING

Task Summary

This assessment task requires you to monitor and evaluate the performance of the business, review performance indicators and evaluate the strengths and weaknesses of the business plan. You will be required to provide a report on your analysis in the required template.

 

You will have four (4) hours to complete this assessment, which may be undertaken in more than one session.

 

Resources and Equipment Required to Complete this Task

• Student Learner Guide for this Unit
• Computer and Microsoft Office
• Access to the internet for research
• Case study from Assessment Task 2

 

Note: Clinton Institute provides students with access to a computer and internet

 

When and Where Should the Task be Completed?

This task is to be completed in the classroom. Your assessor will advise on the date(s) and time(s) of the assessment.

 

What Do I Need to Submit and Do?

What do you need to do?	What evidence is required?
Conduct research, analyses and evaluate business performance and write a monitoring and evaluation report in the required template	Monitoring and Evaluation Report

 

Decision Making Rules

Assessors will compare student responses/performance with the model responses and performance descriptors contained in the Assessors Marking Guide. Your responses do not have to be verbatim (unless otherwise specified), but must convey the same meaning as each component listed. Similarly, you do not have to perform exactly as described in the marking guide (unless otherwise specified), but you must address each performance components listed.

You must achieve a satisfactory result for every question and component to achieve a satisfactory result for this assessment activity.

 

What Happens If I Get Something Wrong?

If your assessor sees that you have not completed all parts of this task satisfactorily, the details of resubmission will be advised by your Assessor in writing and discussed with you directly.

 

Assessment Task 3 –PROJECT: BUSINESS PERFORMANCE MONITORING

 

Case Study Part 2: Background Information It has been one (1) year since the business plan was implemented and as the Operations Manager, you are reviewing the performance of the business against the performance indicators identified in the plan, testing performance indicators used and recommending changes to performance indicators as provided. You have also been asked to provide an overall evaluation of the strengths and weaknesses of the business plan. (This is the Business Plan you developed for Assessment Task 2).   Assume that the performance indicators identified in the business plan are as follows: ·         A 20% increase in total sales revenue. ·         A gross profit margin of 20%. ·         Reduction of 50% in debtor days ·         10 new commercial customers in the first year of the business plan. ·         Reduction of 10% of workforce turnover based on employing two full-time permanent cleaners, as well as increasing wages to above award. ·         Social media engagement to have 500 followers ·         50% of cleaning products used to be eco-friendly ·         Implementation of Code of Practice, to be adopted by all staff  ·         97% customer satisfaction and quality of service  ·         Introduction to triple bottom-line reporting   Data provided by the accountant for this financial year show the following figures: –          Total sales revenue – $450,000 –          Total cost of sales – $320,000 –          Debtor days – 30 –          15 new commercial customers   The Administration Manager has advised you that at least 10 of the previous residential customers no longer use the company’s services, so while sales revenue has increased, the sales revenue attributable to residential sales has declined.   In addition, follow up emails to the customers who no longer used the services indicated the following responses to the question asked about why they no longer use the services: o    Moved interstate – 1 o    Dissatisfied with the quality of cleaning services provided o    (not enough attention to detail, cleaner finishing earlier than time paid for) – 5 o    Moved to a competitor as better service and price offered – 4   Regarding staff, two of the current contract cleaners have been appointed as fulltime, permanent employees. Wages have been increased to above award for all contract cleaners. Of the 15 contract cleaners contracted at the start of the year, 4 have left and were not needed to be replaced due to the two (2) F-T staff appointed.   Ozhouse clean has started a Facebook page, which currently has 820 followers. Alternative eco-friendly products have not been source at an affordable price point. Further investigation need to be conducted in this area. To date only the surface spray has been adopted, equalling 15% of total products used.  Code of Practice was implemented and has been adopted by all staff. Triple bottom line reporting was not formally being adopted in reports, however the required data on: Finance, Staff & Sustainability practices is being collected.

 

 

Activity 1

Develop a monitoring and evaluation report.

Review the scenario information and develop a report in the below template, ensuring that it includes the following:

• Overview of the business performance (including: comparison of last financial year performance from Assessment Task 2)
• An analysis of business performance to determine if the performance indicators have been achieved.
• An evaluation of the information gained from the survey and identify the impact on the business.
• An evaluation of the strengths and weaknesses of your developed business plan and at least two recommended improvements. Research other plans to help you with the evaluation.
• Provide a summary of recommendations for the upcoming year based on your evaluation as above, as well as any variations that could be made to the business plan based on this information.

 

Your report must be in the provided template and written in clear and concise language suitable for the audience (your assessor), is grammatically correct and error free. Submit the report to your assessor.

 

 

 

 

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Ozhouse Clean Monitoring and Evaluation of Business Plan Report (12 months after initial implementation)
Name of Author
Section 1 Overview of Business Performance
Business Performance Previous year v’s This year	This Year           Last Year              Variance Total Sales Revenue                  $450,000          $360,000              $90,000 Cost of Sales                             $320,000          $320,000               $0          Gross Profit Margin %           $130,000           $40,000                $90,000        Gross Profit Margin %               29%                      11%                     20%   Average Debtor Days                  30                          40                      -10 Average Debtor Days % Change                                                                  -25%   Domestic Clients                            60                           70                       -10 Commercial clients                        15                            0                          15   Total no. of clients                          75                           70                        5
Analysis of performance Previous year v’s This year	Total sales revenue for this year has increased or decreased by:		The total sales revenue for this for this has increased by 25%.
	Total profit margin for this year has increased or decreased by:		Total profit margin this year increased by 29%
	Debtors days for this year have increased or decreased by:		Debtor days reduced by 25%
	Customer numbers for this year have increased or decreased by:		The no. of customers increased by 5
Section 2 Analysis of Business Performance Indicators (have they been achieved)
Performance indicator	KPI – last year		Actual result		Achieved or not? PorO
FINANCIAL PERFORMANCE
Increase Sales	Sales increased by 20%		Increased by 25%		P
Profit Margin	There was a profit margin of 20%		Increased up to 29%		P
Reduce debtor days	Reduced by 50%		Reduced by 30%		O
NON- FINANCIAL PERFORMANCE
New Commercial Clients	Attracted 10 commercial clients		Added 15 more clients		P
Workforce turnover	It reduced by 10%		There was a reduction of 26.66%		P
Social Media Engagement (Community awareness)	there were 500 followers connected through social media		This year 820 follower’s customers joined using social media		P
Eco-friendly products	there were around 50% cleaning eco-friendly products		20% eco-friendly products were implemented and there is a need to look for alternative products.		O
Code of Practice	It is adopted by the company and while staff		It was adopted by the company and employee		P
Customer Satisfaction and quality of service	the satisfaction of the customer was around 97%		due to dissatisfaction 5 customers left.		O
Triple bottom line reporting	It was implemented		the data that was required was collected and was not adopted in reporting		O
Section 3 Customer Survey Results
Outline of customer survey outcomes	# of clients cancelled due to moving interstate	# of clients cancelled due to dissatisfaction with quality of product/ service		# of clients cancelled due to better product/ service provided by a competitor
	1	5		4
Recommendations based on survey outcomes List a minimum of two (2)	There is a need to provide training to the employees (Hayes, 2015).
	To stand out in the competition it is necessary to match the prices of the competitor. There is a need to expand the interstate services.
Section 4 Strength and Weaknesses of Business Plan
Strengths of the Business Plan List a minimum of four (4)	The company achieved its targets related to financial performance(Hayes, 2015).
	Marketing strategies of the company proved to be effective
	Values possess by the company related to customer and employee safety
	Mission of the company is really authentic (Arjaliès, and Mundy,2013).
Weaknesses of the Business Plan List a minimum of four (4)	There is a need to make some changes in the liabilities in the policies.
	The companydoes not have astrategy related to skill retention.
	Suppliers are not clearly identified
	There is a need to improve the training of the employees(Arjaliès, and Mundy, 2013).
System Failures List a minimum of two (2)	Retention of the employees is still not achieved there is a need to improve the quality of the services provided.
	Reduction on the debtor days are not yet achieved.
Product Failures List a minimum of two (2)	Lack of eco-friendly products
	employees are not trained properly There is a need to focus on digital marketing to increase customer retention.
Section 5  Recommendations for the coming 12 months and variations to Business Plan
Recommendations for the coming 12 months List a minimum of four (4)	Focus on digital marketing
	Focus on improving the skills of the employees
	there is a need to strengthen the business plan
	Improve measures that are related to the customer services
Variation to the business plan List a minimum of four (4)	There is a need to identify financial projections(Hitchcock and Willard, 2012).
	There is a need to identify risk management practices
	There is a need to develop a value for the customer
	There is a need to realize the potential related to growth (Hitchcockand Willard, 2012).

 

**** END OF ASSESSMENT TASK 3 ****

What do I need to hand in for this task?	Have I completed this?
Monitoring and Evaluation Report	o

 

ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 4

Student:Please fill out this cover sheet clearly and accurately.  Make sure you keep a copy of your work.

Student Name:
Student ID:
Date of submission:
Qualification:	BSB60420 Advanced Diploma of Leadership and Management
Unit	BSBOPS601 Develop and Implement Business Plans

Student declaration

I <Insert your name>__________________________________________declare that this is my own work and:

□ None of this work has been completed by any other person.

□ I have not cheated or plagiarised the work or colluded with any other student/s.

□ I have correctly referenced all resources and reference texts throughout these assessment tasks.

□ I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.

Student Signature:______________________________________________________________________________

Assessor to complete
Assessment requirements	Satisfactory/ Not satisfactory	Attempt (pls circle)
Activity 1: Roleplay		1    2    3
Overall Outcome for Assessment Task 4:

ASSESSOR FEEDBACK – Detail any gaps identified and any reassessment requirements

(if more space is required, continue on reverse of this page)

 

Assessors: Please provide a copy of this cover sheet to the student with assessment results and feedback. The original copy must be supplied to the office and kept on the student’s file with the evidence.

_____________________________________________________________________________________________

_____________________________________________________________________________________________

_____________________________________________________________________________________________

_____________________________________________________________________________________________

_____________________________________________________________________________________________

Assessor Signature:  ………………………………………………………………………………………Date: ………………./…………………/…………….

Assessor Name: _________________________________________________________________________________

 

Authenticity Check
Student Name:
Student ID:
Unit of Competency: BSBOPS601 Develop and implement business plans
Assessor Use Only
I confirm that I have checked this completed student assessment item and confirm (Assessor must tick one of the following): ¨  I have checked the authenticity of this work and am unable to detect any form of plagiarism, collusion or cheating and believe the contents of the submission is the students own work. ¨  I have checked the authenticity of this work and have identified potential instances of plagiarism, collusion or cheating. A detailed file note is attached to this completed assessment item, detailing the issues of concern, which will be submitted to the Director of Studies for further investigations and action. The student has been marked Not Yet Satisfactory in this assessment.
AssessorSignature:		Date checked:

 

 

 

 

 

ASSESSMENT TASK 4: ROLEPLAY: COACHING MEETING

Task Summary

This assessment task requires you to provide coaching to a group of contract cleaners based on underperformance identified as part of the review of performance against the business plan objectives.

You will have thirty (30) mins to complete with assessment

Resources and Equipment Required to Complete this Task

• Meeting participants
• Meeting space.

 

Note: Clinton Institute will provide all required resources and equipment.

 

When and Where Should the Task be Completed?

This task is to be completed in the classroom. Your assessor will advise on the date(s) and time(s) of the assessment.

 

What Do I Need to Submit and Do?

What do you need to do?	What evidence is required?
Review background information and conduct a coaching meeting.	Nothing, however your assessor will complete an observation checklist.

Decision Making Rules

Assessors will compare student responses/performance with the model responses and performance descriptors contained in the Assessors Marking Guide. Your responses do not have to be verbatim (unless otherwise specified), but must convey the same meaning as each component listed. Similarly, you do not have to perform exactly as described in the marking guide (unless otherwise specified), but you must address each performance components listed.

You must achieve a satisfactory result for every question and component to achieve a satisfactory result for this assessment activity.

What Happens If I Get Something Wrong?

If your assessor sees that you have not completed all parts of this task satisfactorily, the details of resubmission will be advised by your Assessor in writing and discussed with you directly.

 

 

 

Assessment Task 4–ROLEPLAY: COACHING MEETING

 

Background Information A review of the business’s performance against the performance indicators in Assessment Task 3, identified that a number of domestic customers/clients no longer use the services due to a lack of satisfaction with the quality of the service provided, specifically the level of cleanliness and attention to detail. As the Operations Manager, you decide to set up a meeting with each of the contractors to investigate the situation and to provide coaching on the expected level of performance.   Ozhouse Clean has the following expected level of performance in relation to cleaning services: §  All surfaces, including floors, bench tops and shelves cleaned so that they are free of dust and dirt §  Rubbish bins emptied and cleaned §  Shower screens and mirrors cleaned and free of soap build up and streaks §  Only cleaning products provided are to be used §  All cleaning services must be provided in the allocated time §  In the event cleaning service are complete prior to allocated finishing time, additional cleaning to be conducted. §  These performance standards are included in each person’s contract

 

 

Activity 1

Conduct a Coaching Meeting (Roleplay)

For this task, you are required to participate in a coaching meeting with your assessor and classmates (playing the roles of cleaning contractors) to discuss their lack of quality and service provided to customer who are so dissatisfied they took their business elsewhere.

Your assessor will advise you of the date and time of this meeting.

Your assessor will play the role of one of cleaning contractors and ask other students (not being assessed during this simulated meeting), to play the role of other cleaning contractors.

 

You may also be required to participate in other meetings for other students.

 

This meeting will also serve the purpose of a coaching session, as well as an attempt to get the staff members to understand the issues and meet the required performance standards of the business.

 

During the meeting you must:

• Explain the purpose of the meeting
• Explain to the contract cleaners what the problems are
• Investigate why these issues accrued
• Discuss the level of performance expected by the company and coach each contractor accordingly
• Participate in discussions using listening and questioning to elicit the views of others and to clarify or confirm understanding

Discuss and agree on solutions and ongoing review processes for each contractor

 

 

Role Play

Operation Manager – Good Morning

Contractor 1, contractor 2, contactor 3 – Good Morning

Operation manager- We have organized this meeting to discuss the problems and feedback provided by the customers about the quality of services provided by our company. As you all know that our company focuses on providing quality services to our customers but, still many customers left our services because they were not satisfied or we were not able to satisfy their needs.

Contractor 1 – But Sir, what is the issue that they are indicating

Operation manager- They have complained that the services provided are not satisfactory because still, their premises are not that clean, rather than this they said that the contractors are not working till the time that was mentioned by us while booking them for cleaning.

Contractor 1- Okay Sir

Operation manager- so why have you left early on that day without completing your job?

Contractor 1 – Sir, there was urgent work that couldn’t be ignored on that day because I received a call from my mother that my father was not feeling well, he was having breathlessness on that dayso, I need to rush home on that day.

Operation manager –  okay, I can understand the situation but as our company’s performance depends

on clients’ feedback, so whenever this kind of situation arises that you need to leave early due to an

urgent work then you should contact us first and request to send another person on your behalf who can complete your job so that the satisfaction of our clients can be reached.

 

Contractor 1- Okay Sir I will definitely keep it in mind next time and won’t commit this mistake again.

Operation manager – okay.

Operation manager – I received a complaint for contractor 2, That he does not use Different products

For cleaning and not the same that we provide

Contractor 2 – Sir on that day I was inrush so forgot to bring cleaning agents from our company, There were only limited left with me when I was working there some of it got finished this was the reason why I used my products to clean the house.

Operation manager-  They also complained that when they asked you to clean minor areas so you did

not responded to them correctly and left the place and ran out from there.

Contractor 2 – Sir I explained to them that this does not fall under my criteria and they also haven’t paid for it but were still expecting me to clean it that was the reason why I left the place.

Operational manager – okay, but you could have told us so that we could have removed all the misunderstandings on that particular time, next time whenever this kind of situation happens, call us immediately we will sort out all the situations but never run from your job.

Contractor 2 – okay Sir I won’t do it next time.

Operation manager- okay then do you want to add something?

Contractor 1 and 2- No Sir, thank you

Operation manager okay then you can leave, thank you.

 

 

 

COACHING MEETING

Roleplay Observation Checklist

Name of student being assessed (Chair):
Location of meeting:
Other roles played:		Cleaning contractor #1 (assessor) §  Other cleaning contractors
Assessor is to write “S” or “NYS” for each line item (row). If the student gets the item correct on the first attempt, the second and third attempt columns do not have to be completed. If a student gets the item correct on the second attempt, there will be a “NYS” on the first attempt, a “S” on the second attempt and the third attempt will be left blank. Students are allowed a total of three attempts. Note that to obtain a satisfactory outcome for this assessment activity, students must achieve a satisfactory outcome for every line item and each sub point.
Date:
Did the Student:		Attempt 1	Attempt 2		Attempt 3
1	Explain the purpose of the meeting.
2	Explain to the contract cleaners what the problems are.
3	Investigate why these issues accrued.
4	Discuss the level of performance expected by the company and coach each contractor accordingly
5	Participate in discussions using listening and questioning to elicit the views of others and to clarify or confirm understanding
6	Discuss and agree on solutions and ongoing review processes for each contractor

Outcome for Task:  □ Satisfactory OR □Not yet satisfactory
Assessors Commentsto explain any instance where a student does not achieve a satisfactory outcome for an item
Assessors Signature:		Date:

 

****** End of Assessment Task 4 ******

 

 

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