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Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you understand and adhere to the terms and conditions, and address fully each assessment task.

Written work

Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. When undertaking any written assessment tasks, please ensure that you address the following criteria:

Address each question including any sub-points
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Cover the topic in a logical, structured manner
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Plagiarism is taking and using someone else’s thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a learner can be accused of plagiarism:

Presenting any work by another individual as one’s own unintentionally
Handing in assessments markedly similar to or copied from another learner
Presenting the work of another individual or group as their own work
Handing in assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet.

If it is identified that you have plagiarised within your assessment, then a meeting will be organised to discuss this with you, and further action may be taken accordingly.

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There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more training and experience).

Once the learner has completed all the assessments for this unit of competency, the learner will be awarded “Competent” (C) or “Not Competent” (NC) for the relevant unit of competency.

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If you feel that you have been unfairly treated during your assessment, and you are not happy with your assessment and/or the outcome as a result of that treatment, you have the right to lodge an appeal. You must first discuss the issue with your trainer/assessor. If you would like to proceed further with the request after discussions with your trainer/assessor, you need to lodge your appeal via the complaint and appeal form which is available on the college website.

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Assessment requirements

Assessment can be:

Direct observation
Product-based methods e.g. reports, role plays, work samples
Portfolios – annotated and validated

The assessment activities in this workbook assess aspects of all the elements, performance criteria, skills and knowledge and performance requirements of the unit of competency.

To demonstrate competence in this unit, you must undertake all activities in this workbook and have them deemed satisfactory by the assessor. Once you have demonstrated the required level of performance, you will be deemed competent in this unit.

As part of the assessment process, all learners must abide by any relevant assessment policies as provided during induction.

Candidate Details

Assessment – BSBPMG632 – Manage program risk

Please complete the following activities and hand in to your trainer/assessor for marking. This forms part of your assessment for BSBPMG632 – Manage program risk

Name: _____________________________________________________________

Learner ID: ______________________________________________________________

Email: _____________________________________________________________

Declaration

I declare that no part of this assessment has been copied from another person’s work with the exception of where I have listed or referenced documents or work and that no part of this assessment has been written for me by another person. I also understand the assessment instructions and requirements and consent to being assessed.

Signed: ____________________________________________________________

Date: ____________________________________________________________

If activities have been completed as part of a small group or in pairs, details of the learners involved should be provided below:

This activity workbook has been completed by the following persons and we acknowledge that it was a fair team effort where everyone contributed equally to the work completed. We declare that no part of this assessment has been copied from another person’s work with the exception of where we have listed or referenced documents or work and that no part of this assessment has been written for us by another person.

Learner 1: ____________________________________________________________

Signed: ____________________________________________________________

Learner 2: ____________________________________________________________

Signed: ____________________________________________________________

Learner 3: ____________________________________________________________

Signed: ____________________________________________________________

Learner Workbook Activity

Activity 1A

Performance Criteria

P.C. 1.1	Identify potential, actual and residual risks
P.C. 1.2	Select and modify program risk methodology to match the context for risk
P.C. 1.3	Consult with relevant stakeholders and identify, document and analyse program level risks

Instruction:

Work in a small group of 3-4 people or as instructed by the trainer

One person pretends as Kate and others are relevant stakeholders
Make sure that your group members and you use both active and passive listening to explain clearly to each other, use listening and questioning techniques to confirm or show understanding of different perspectives, use appropriate body language where is required, and collaborate to reach a joint understanding and outcomes.
Summarise in your word

Scenario:

Kate is the CEO of the Joker clothing company. The company has been established for 2 years and currently owed 10 stores in Australia. As planned previously, this year the store will be expanded for 5 more stores. Kate recently held a meeting with relevant stakeholders and identified the possibility of expanding the company. However, some stakeholders claimed that we have to carefully plan and decide as this time is quite unstable due to the COVID-19 pandemic. Her team also claim that will involve increasing the range of clothing and using different marketing channels to increase the reach to potential customers.

Question 1

Provide three (3) examples of risk management methods/techniques/tools which Kate might successfully select and implement.

There is three method that is successfully select and implemented are:

1) Prevent damage and reduction- This method is very effective to reduce the loss of the organization, it prevents loss and breaks its continuity of spreading. This method is applied by many firms to reduce the cruelty of losses.

2) Avoidance- The avoidance method is hazardous; this activity has affected the company and its assets in a negative way. It helps while the project plan is adjusted because the project has no lengthier induction a risk event.

3) Retention- This method is helpful for everyone who is in the company because this method requires a wary plan and decision-making.

Question 2

Discuss the following elements based on a provided scenario:

Provide five (5) examples of risk identification methods.
Provide five (5) examples or risks that may be identified during the process of project risk-management planning.
When developing a risk register, what details you would need to consider and include.

Answer

a) Here the risk identification method gives below:

1) SWOT Analysis

2) Techniques used of NGT

3) Stakeholder interviews

4) Project Plans

5) Brainstorming

B) There is some risk which is identify early while you do plan for project. That risk is given below:

1) Operational risk

2) Legal risk

3) Cost risk

4) Market risk

5) Government risk

C) While making a register, some important point is included in it, the points are:

1) Risk categories which is internal and external both.

2) Fleeting description of the risk

3) Identification number

4) From where risk is occurred

Activity 1B

Performance Criteria

P.C. 1.4

Support and mentor project managers in the analysis, evaluation and treatment of risks

Scenario:

Sam is the manager of the Trex cycling company. He recently held a meeting with a number of company stakeholders and identified the possibility of acquiring a line of Caltec mountain bikes for sale in the Trex cycling shops. He is aware that there are a number of risks associated with the acquisition which will need to be addressed in collaboration with the project managers.

Question 1

Identify three (3) steps that Sam might take as part of the risk analysis process.

Answer

Sam wants to know that how much risk is involved in Sam’s plan so that he uses risk analysis process which is taken by him is:(Koulinas, 2019)

1) First step is Identify the ambiguity or risk- Main goal of Risk analysis is to identify the sources of ambiguity. Uncertainty means when decision maker is not aware from the company probabilities.

2) Second step is Assess the risk- This step is for comparing the actual risk and pre-determined risk, after company assessing the risk take decision to solve them.

3) Third step is managing the risk- After assessing the risk this is the next step to manage the risk. this process is for finding, Monitoring risk, it also reduces the undesirable impact on the company.(Koulinas, 2019)

Question 2

Simply develop the process of evaluating program risks that Sam might follow.

Sam might follow the process of evaluating program risk so that this process helps him to regulate the consequence of risk.

Question 3

Identify and provide details of four (4) risk treatment options which Sam might consider.

Risk treatments are which same might consider are:

Risk treatment is basically for framework of risk, classifying risk, examining, assessing, treating the risk, observe the risk and liaise risk. its main objective is minimize risk and lossess and increase opportunity. Risk management has types that is:

1) Acceptance- This treatment option mean accepts the risk, after that when you recognize the loss from risk don’t avoid it.

2) Sharing – Sharing has another word that is “distribution” it refers that all employee and member of company contributing in insurance benefits.

3) Residual risk- Residual risk reflect that risk leftward over or not.

4) Transfer-This is for when individual faced adverse outcome and entity is transfer to other party.

Activity 1C

Performance Criteria

P.C. 1.5

Confirm risk management is transparent and dynamic across the program so that risks are assigned and managed in a timely manner

Question 1

Specify five (5) reasons for implementing communication and consultation processes.

Answer

As everyone know communication and consultation is very important for organization, for their employees at work place. It creates healthier understanding between two people. This process is for leading the employee with effective way and take better decision and find solution of the problems by contributing all members by communicate with each other.

Reasons for implementing communication and consultant process are given below:

1) Communication maintains relationships

2) Create an operative unit

3) Rise employee appointment

4) Ease innovation

5) Main reason is it subsidize in company growth

Question 2

Specify three (3) tasks that should be undertaken by the risk management team.

Task that should be undertaking by risk management team are:

1) Pre planning of project- This task is very important because of that how could we know about what should we do, what’s plan an all. This process is for identifies that how we complete the project with needed resources.

2) Alert project management- This task is for alignment of the project goals by planned vision of the company. This process is handled by project manager, and use high level of management in aligning goals.

3) Project scheduling- This involved project started time, date, due date of project submission, basically for listing all actions of the projects.

Activity 1D

Performance Criteria

P.C. 1.6

Develop and maintain a program risk-management system for effective management and communication of risks, controls, treatments and outcomes to stakeholders across the program

Question 1

Give five (5) examples of policies/procedures/programs which may be implemented for the effective control of risk.

Policies are:

1) Keep precautions, which means conducted security training, inspection and conducted session.

2) Monitoring that when last time these services perform.

3) Broadcast and hiring employees.

4) Redesigned Business models.

5) Provide welfare facilities

These policies should follow for controlling risk at work place.

Question 2

Identify five methods which may be used for communication with stakeholders.

Methods used while we communicate with stakeholders are:

1) Conduct presentation by online- This method is used when you want to communicate with stakeholder, provide information by online so that there is no issue for place.

2) Screen meeting – Do video call meeting for communicating with stakeholder. exchange information with them by video call.

3) By email- This means e- mail, which involved short information and send them in very short time.

4) Email mechanization- It means marketing with email automation in this process person send email for stack holders to communicate them at the right time.

5) By report which is in summary format- this summary format delivers overview of the objective of the organization.

Activity 2A

Performance Criteria

P.C. 2.1

Direct management of the program in accordance with agreed program risk-management plans

Question 1

Identify five (5) responsibilities that you are expected to fulfil in relation to risk management.

Answer

1) First responsibility is to analysis the risk, which risk factors affect our organization.

2) Second responsibility is to consider risks significances of each risk and also evaluate risks gravity.

3) Next is Audit your risk processes and policies.

4) Fourth responsibility is after evaluate and identify risk or reduce this risk develop risk control management for that.

5) For manage risk its responsibility to create possibility plan for solving the risk problems of organization.

Question 2

Specify five (5) duties that team members may be expected to perform as part of risk management.

Answer

Duties of team members in relation to risk management are given below:

1) To help other employees when needed

2) Find risk and places from where this risk is occurs.

3) Then assessing those risk its duty of team member and their risk manager.

4) Resounding out activity which relate to risk management.

5) Important duty is to closing down which is already passed or solve.

Activity 2B

Performance Criteria

P.C. 2.2

Review progress, analyse variance and initiate risk responses to achieve program objectives in dynamic risk environments

Question 1

Specify three (3) processes that the risk management framework should enable in relation to the management of risk.

Three process of Risk management is mentioned below:

1) Risk identification- Very first process is to identify the risk at work place, in organization. so, we know about what risk is harm our organization.(Zaiceanu, 2015)

2) Analyse risk- This process is for identify potential risk issue.

3) Risk treatment- This process has sub process that is:

1) Evaluate risk treatment.

2) Options for planning

3) Finding remaining risk.

Question 2

Specify three (3) instances in which recommended responses to variations may be made.

Instances are given below:

1) Risk identification- This is very first process and very important without identification we don’t know the risk and effected area. This is important because they develop plans for less the risk, which is harmful for company. As an example- Technologies breaches, claims.(Zaiceanu, 2015)

2) Analysis risk- Analysis risk is very important because it is helpful to finding factors which is harmful or effect our organization with negative in nature.

3) Risk treatment- It is the process of risk management because that provides the necessary tools and techniques which help us in dealing with risk.

Question 3

Describe the ways in which the following risk responses may be implemented

Avoidance

This risk is removal of hazards, which result negatively, affects a company and their assets. It avoided the risk and focused on compromising with the situation.

Transfer

This is risk control strategy which is included in or transfer risk from one person to another person.

Mitigation

This process is used to reduce risk and prepare plan for diminish the effects of fears met by every business.

Acceptance- when risk manager and individual or business recognizes the loss and its risk factor.

Activity 2C

Performance Criteria

P.C. 2.3

Confirm risks are monitored and assessed across the program at agreed intervals

Scenario

Jane is the manager of the Virage hair and beauty company. They specialise in the development of various hair and beauty products for sale in retail stores. She has recently begun a program focussing on the differentiation of the Virage products and services from those of the competition. This has involved writing project descriptions emphasising the superior quality of the Virage products and delivering outstanding service to the retail stores. Gwen has been happy with the success of the program so far. However, she is aware that there are some risks associated with the product differentiation program.

Question 1

Identify and describe five (5) methods which Jane might use for the purpose of monitoring program risks.

Methods of monitoring program risk-(Geissert,et al.,2018)

1) Identify current risk

2) Create a plan for risk

3) Feedback from the consumer and from employees

4) Evaluate new possibilities inside the organization

5) Finding out the quality of the products as per the requirement of the consumer.(Geissert, et al.,2018)

Activity 2D

Performance Criteria

P.C. 2.4

Direct response to actuated program risk and confirm remedial actions are authorised with impact analysis according to program objectives

Question 1

Identify three (3) worker responsibilities associated with the direction of response to actuated program risk.

Worker’s responsibilities are: (Burbano, 2016)

1) Be aware from the risk and consult it with their risk manager and their co-worker.

2) Always attended the assessment related to risk management.

3) Account changes at the workplace.(Burbano, 2016)

Question 2

Give three examples of remedial actions that may be authorised with impact analysis for the achievement of program objectives.

Example of remedial action of impact analysis are:

1) Generating of good quality of product for the consumer

2) Providing proper training to employees

3) Conducting survey and as per survey policies is applied inside the organization.

Activity 3A

Performance Criteria

P.C. 3.1

Identify and document program residual risk and communicate to stakeholders any transferred liability at program completion

Scenario:

Peter is the manager of the Billatong bar and grill. He recently began a program for the purpose of increasing the popularity and encouraging customers to spend more. This has involved adding more meals to the menu, introducing special drinks offers, and providing existing customers with rewards for loyalty. Peter has been generally satisfied with the level of success achieved through the adoption of these strategies. However, some customer complaints have been made about the new meals, and the introduction of drinks offers has had a negative financial effect. Peter has used different controls for the purpose of addressing these negative aspects. However, there is still some risk associated with the program for the bar and grill.

Question 1

What is residual risk and how does it relate to the program which Peter has implemented for the Billatong bar and grill?

Residual risk refers to reducing the risk of the organization.

1) It is helpful for identifying the risk

2) Finding the asset and weaknesses of companies.

3) Recognize the current risk

This residual risk is helpful for peter for his Billatong bar and grill after identifying the risk, they should plan for this risk. they need to evaluate their current resources and techniques and find what controls they have to put in the risk place.

Question 2

Identify five (5) types of stakeholders who Peter might be expected to alert to the residual risk.

Stockholders name

1) CFO of the company

2) Managers of the organization

3) Support staff of the organization

4) Navigation committee

5) End users

Activity 3B

Performance Criteria

P.C. 3.2

Review and analyse program outcomes to assess the effectiveness of the risk-management methodology

Question 1

Identify five (5) types of risk records that may be referred to for the purpose of determining the effectiveness of the risk management methodology.

Risk records that help to determine the effectiveness of the risk management technologies are:(Pikoula, et al., 2019)

1) Legal records of the company

2) Fiscal records

3) Historical records of the company

4) Automated records

5) Research records (Pikoula, et al., 2019)

Question 2

Specify three (3) questions that may be asked in relation to effectiveness of the risk-management methodology.

The questions are:

1) What question is on high risk, how could we survive or solve that risk in appropriate time?

2) What are the organization current performance and previous performance, which is reduce by risk.

3) Who take the risk responsibility to solve it, who is responsible for the outcome and who report the risk to their manager of risk.

Question 3

Specify five (5) aspects that may be considered in relation to outcomes of risk-management methodology implementation.

1) Identify the risk

2) Analyse risk

3) Create planning to solve the risk

4) Extenuation

5) Monitoring the risk

Question 4

Specify four (4) considerations in relation to the outcomes of implementing risk management methodologies.

Consideration of risk management technology while implementing them are:

1) Contractual risk or company

2) IT risks of the company

3) Corporeal safety risk

4) Financial risk of organization

Activity 3C

Performance Criteria

P.C. 3.3	Seek feedback and respond to relevant stakeholders on risk management
P.C. 3.4	Analyse, document and recommend lessons learned for application in other programs

Instruction:

Work in a small group of 3-4 people or as instructed by the trainer

One person pretends as Kate and others are relevant stakeholders
Make sure that your group members and you use both active and passive listening to explain clearly to each other, use listening and questioning techniques to confirm or show understanding of different perspectives, use appropriate body language where is required, and collaborate to reach a joint understanding and outcomes.
Summarise in your word

Question 1

Discuss and seek opinion from your group then identify three (3) aspects that will be necessary in order to perform effective analysis of program risk.

Important aspects which are necessary for an organization to analyze the risk are:

1) Risk analysis, ensure about the risk that what threats are in the organization.

2) Analysis ensures their negative or positive impact on the organization.

3) Threats should appear.

Question 2

Specify four (4) issues that may be identified when performing analysis of the risk management program.

1) Mismeasurement of recognized risk

2) Face letdown to take recognized risk into version

3) Face disappointment in managing the risk management

4) Fail in risk system of measurement.

Question 3

Identify four (4) improvements that could be made for the purpose of reducing program risk.

1) Appreciate organization policies

2) Authorize your workforce

3) Instruct yourself

4) authorize risk management

Activity Checklist – for assessor

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required.

Checklist				Knowledge Evidence (KE),
Did the learner correctly provide three (3) examples of risk management methods/techniques/tools which Kate might successfully select and implement.?		Yes No (Please circle)		PC 1.1-1.3
Did the learner correctly discuss the following elements based on a provided scenario: – Provide five (5) examples of risk identification methods. – Provide five (5) examples or risks that may be identified during the process of project risk-management planning. – When developing a risk register, what details you would need to consider and include.?		Yes No (Please circle)
Did the learner correctly identify three steps that Sam might take as part of the risk analysis process?		Yes No (Please circle)		PC. 1.4
Did the learner correctly simply develop the process of evaluating program risks which Sam might follow?		Yes No (Please circle)
Did the learner correctly Identify and provide details of four (4) risk treatment options which Sam might consider?		Yes No (Please circle)
Did the learner correctly specify five (5) reasons for implementing communication and consultation processes?		Yes No (Please circle)		PC. 1.5
Did the learner correctly specify three (3) tasks that should be undertaken by the risk management team?		Yes No (Please circle)
Did the learner correctly give five (5) examples of policies/procedures/programs which may be implemented for the effective control of risk.		Yes No (Please circle)		PC. 1.6
Did the learner correctly identify five methods which may be used for communication with stakeholders?		Yes No (Please circle)
Did the learner correctly Identify five (5) responsibilities that you are expected to fulfil in relation to risk management?		Yes No (Please circle)		PC. 2.1
Did the learner correctly Specify five (5) duties that team members may be expected to perform as part of risk management?		Yes No (Please circle)
Did the learner correctly Specify three (3) processes that the risk management framework should enable in relation to the management of risk?		Yes No (Please circle)		PC. 2.2
Did the learner correctly Specify three (3) instances in which recommended responses to variations may be made?		Yes No (Please circle)
Did the learner correctly Describe the ways in which the following risk responses may be implemented?		Yes No (Please circle)
Did the learner correctly Identify and describe five (5) methods which Jane might use for the purpose of monitoring program risks.?		Yes No (Please circle)		PC. 2.3
Did the learner correctly Identify three (3) worker responsibilities associated with the direction of response to actuated program risk.?		Yes No (Please circle)		PC. 2.4
Did the learner correctly Give three examples of remedial actions that may be authorised with impact analysis for the achievement of program objectives?		Yes No (Please circle)
Did the learner correctly analyse what is residual risk and how does it relate to the program which Peter has implemented for the Billatong bar and grill?		Yes No (Please circle)		PC. 3.1
Did the learner correctly Identify five (5) types of stakeholders who Peter might be expected to alert to the residual risk?		Yes No (Please circle)
Did the learner correctly Identify five (5) types of risk records that may be referred to for the purpose of determining the effectiveness of the risk management methodology?		Yes No (Please circle)		PC. 3.2
Did the learner correctly Specify three (3) questions that may be asked in relation to effectiveness of the risk-management methodology?		Yes No (Please circle)
Did the learner correctly Specify five (5) aspects that may be considered in relation to outcomes of risk-management methodology implementation?		Yes No (Please circle)
Did the learner correctly Specify four (4) considerations in relation to the outcomes of implementing risk management methodologies?		Yes No (Please circle)
Did the learner correctly Discuss and seek opinion from your group then identify three (3) aspects that will be necessary in order to perform an effective analysis of program risk?		Yes No (Please circle)		PC. 3.3-3.4
Did the learner correctly Specify four (4) issues that may be identified when performing analysis of the risk management program?		Yes No (Please circle)
Did the learner correctly Identify four (4) improvements that could be made for the purpose of reducing program risk?		Yes No (Please circle)
Comments

The learner’s performance was:	Not yet satisfactory		Satisfactory

Knowledge Activity

Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:
KE 1.0	the use of risk management tools, frameworks, systems, methodologies and standards
KE. 2.0	the use of a dynamic risk register across a program.

Give descriptions of these tools and techniques for risk identification:

The Delphi technique

this technique is held with experts and it is collection communication method. This techniques is used for assessing and forecasting.(Pandey, & Pandey, (2021)

Root cause analysis

Root causes analysis is refer to identifying the root problems and their causes and also identifying the way to solve them.

Benchmarking

Benchmarking is the process by which we quantity the products and services which is against the company.(Pandey, & Pandey, (2021)

Give descriptions of the following methods and how they may be used in the process of risk management:

Brainstorming

Brainstorming is a solution technique for the problem and has lots of ideas for all group members. It is very helpful in risk management because it provides methods and these approaches inspire project team members.(Hubbard,2020)

Ranking risks

This risk goal is to assess the daily activity risk and identify their level of low, high, and medium and these approaches help to collapse the all risks hooked on risk mechanisms and assess them.

Creating mitigation strategies.

This strategy is conducted to lessen the effect of the intimidation which is faced by the organization.(Hubbard,2020)

The best mitigation strategy work step by step, First, identify the risk and then create a planned strategy for solving them.

Identify three aspects that the risk management framework should enable in relation to risks.

Answer

Three aspects of risk framework.(World Health Organization ,2019)

1) Risk Measurment

2) Mitigation strategy

3) Risk journalism (World Health Organization ,2019)

Give five examples of policies/procedures/programs that may be included within the risk management system.

Answer

Programs are included in risk management system which achieve risk and breaks.

1) Identify the risk

2) Next is asses the risk

3) Handle risk

4) Risk scrutiny

5) Last is risk conclusion(Leveson,2015)

Identify three types of outcomes that should be included when updating the risk register.

1) Possibility- Identify what is the sources of risk.

2) Impact – After ucknowleleage, the risk source finds at a place that has a serious impact.

3) Rating – with your perspectiveon where this risk is stand.

4) Approaches- identify risk and monitor them, avoid it.

Specify four details that should be included within a risk register.

Answer

Four main details which included in the risk register are given below:(Liu, et al.,2021)

1) Define and note the category of risk. in easy language risk has low, medium or high in category.

2) Proper description of risk

3) Documentation of risk

4) Who take the priorities of risk.(Liu, et al.,2021)

Knowledge Evidence Activity Checklist – for assessor

Checklist				Knowledge Evidence (KE),
Did the learner correctly give descriptions of these tools and techniques for risk identification?		Yes No (Please circle)		KE 1-2
Did the learner correctly give descriptions of the following methods and how they may be used in the process of risk management?		Yes No (Please circle)
Did the learner correctly identify three aspects that the risk management framework should enable in relation to risks?		Yes No (Please circle)
Did the learner correctly give five examples of policies/procedures/programs that may be included within the risk management system?		Yes No (Please circle)
Did the learner correctly identify three types of outcomes that should be included when updating the risk register?		Yes No (Please circle)
Did the learner correctly specify four details that should be included within a risk register?		Yes No (Please circle)
Comments

The learner’s performance was:	Not yet satisfactory		Satisfactory

Performance Evidence Activity

Performance Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:
PE 1.0	direct the planning of program risk management
PE. 2.0	manage program risk,
PE. 3.0	assess project and program risk-management outcomes
PE. 4.0	respond to risk within complex programs that are subject to unpredictable contextual pressures.

Direct the planning of risk management for a program specific to your prefered organisation.

Perform the following activities as part of the planning process:

Assess and select appropriate methods according to the risk context

1) Risk Avoidance

2) Risk reduction

3) Shifted the risk

4) Prevent loss

Direct the identification, documentation, and analysis of risk as the basis for planning

Identification of risk techniques:(Vishambar, et al., 2016)

1) By checklist

2) By suggesting

3) By Assume analysis

Documentation necessity of risk are:

1) Risk register

2) Risk importantly

Analysis risk by:

1) Delphi technique of risk

2) Decision tree analysis(Vishambar, et al., 2016)

Direct, support, and mentor project managers in the analysis, evaluation and treatment of risks

Some important step that is taken by the project manager during the evaluation of risk are:

1) Citations the risk

2) Urgencies the risk

3) Plan the retort

Ensure risk management is visible and timely

Before implementing the risk management strategy firstly confirm whether is visible or not and give the outcome on time or not.

Develop and maintain a risk management system across the program.

1) always clear your responsibility.

2) Create risk management system

3) Clear context

4) Identify risk

5) Evaluate the risk

6) Communicate with others

Undertake management of program risks in accordance with the plans that were developed during the previous activity.

Perform the following activities as part of the risk management process:

Manage the program in accordance with plans

This program is created by risk manager to identify the risk. Project manager manage the program and project .

Review progress, analyse variance, and initiate risk responses

1) Avoid them

2) Shifted them on others

3) Mitigate

4) receives

Ensure risks are assigned and monitored across the program at agreed intervals

Always monitor the programs that is implemented by project manager for risk management

Assess issues for impact and authorise remedial actions.

1) Historical review

2) Place identification

3) pledge a testing program

4) Comprehensive testing program

Conduct an assessment of project and program risk-management outcomes in relation to the implementation of methods during the previous activity.

Perform the following activities as part of the assessment process:

Identifying and documenting residual risk

To identify residual risk there is a formula is given below:

Residual risk= Characteristic risk- effect of the risk control strategy.

(Reith, & Armitage,2016)

Reviewing and analysing program risk outcomes

From the analysis of risk, we acknowledge the risk and its outcome and develop changes if there is wrong something in the risk management plan.

Documenting, analysing and recommending lessons learned

This lesson is about the risk management process, how we identify the risk, how we analyze the risk, and their control system which will help the organization reduce the risk. we also learn the effective strategies related to the risk management process. We learn how could the organization overcome this risk problem.

Performance Evidence Activity Checklist – for assessor

Checklist				Performance Evidence (PE)
Did the learner manage direct the planning of risk management for a program specific to your preferred organisation.?		Yes No (Please circle)		PE 1-4
Did the learner correctly undertake management of program risks in accordance with the plans that were developed during the previous activity.?		Yes No (Please circle)
Did the learner correctly conduct an assessment of project and program risk-management outcomes in relation to the implementation of methods during the previous activity?		Yes No (Please circle)
Comments
Provide your comments here:
The learner’s performance was:	Not yet satisfactory		Satisfactory

Competency record to be completed by assessor

This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the overall unit. Indicate in the table below if the learner is deemed competent or not yet competent for the unit or if reassessment is required.

Learner’s name
Assessor’s name
Unit of Competence (Code and Title)
Date
Has the learner completed all required assessments to a satisfactory standard?			Yes No (Please circle)
Has sufficient evidence and information been provided by the learner to prove their competency across the entire unit?			Yes No (Please circle)
Learner is deemed:	Not yet competent	Competent

REFRENCES

Burbano, V. C. (2016). Social responsibility messages and worker wage requirements: Field experimental evidence from online labor marketplaces. Organization Science, 27(4), 1010-1028.

Geissert, P., Hallvik, S., Van Otterloo, J., O’Kane, N., Alley, L., Carson, J., … &Deyo, R. A. (2018). High risk prescribing and opioid overdose: prospects for prescription drug monitoring program based proactive alerts. Pain, 159(1), 150.

Hubbard, D. W. (2020). The failure of risk management: Why it’s broken and how to fix it. John Wiley & Sons.

Koulinas, G. K., Marhavilas, P. K., Demesouka, O. E., Vavatsikos, A. P., &Koulouriotis, D. E. (2019). Risk analysis and assessment in the worksites using the fuzzy-analytical hierarchy process and a quantitative technique–A case study for the Greek construction sector. Safety science, 112, 96-104.

Leveson, N. (2015). A systems approach to risk management through leading safety indicators. Reliability engineering & system safety, 136, 17-34.

Liu, B., Sjölander, A., Pedersen, N. L., Ludvigsson, J. F., Chen, H., Fang, F., &Wirdefeldt, K. (2021). Irritable bowel syndrome and Parkinson’s disease risk: Register-based studies. NPJ Parkinson’s disease, 7(1), 1-7.

Pandey, P., & Pandey, M. M. (2021). Research methodology tools and techniques. Bridge Center.

Pikoula, M., Quint, J. K., Nissen, F., Hemingway, H., Smeeth, L., &Denaxas, S. (2019). Identifying clinically important COPD sub-types using data-driven approaches in primary care population based electronic health records. BMC medical informatics and decision making, 19(1), 1-14.

Reith, C., & Armitage, J. (2016). Management of residual risk after statin therapy. Atherosclerosis, 245, 161-170.

Vishambar, A., Kaustubh, S., Kartik, P., &Salunkhe, A. (2016). Risk planning in construction of highway project: Case study. International Journal of Latest Research in Engineering and Technology (IJLRET), 2(3), 57-63.

World Health Organization. (2019). Health emergency and disaster risk management framework.

Zaiceanu, A. M., Hlaciuc, E., & Lucan, A. N. C. (2015). Methods for risk identification and assessment in financial auditing. Procedia Economics and Finance, 32, 595-602.

I have attended all the class activities and participated in class discussions as well as observations, and how it has improved my communication. In one of the lectures, I learned about persuasive communication, in which the tutor explained emotional intelligence. I gained knowledge regarding interpersonal and intrapersonal communication. I understand that intrapersonal communication comes from the inside, and it simply means internal communication or known as self-talk. Interpersonal communication simply means communication between two or more people. Internal communication refers to the communication in which people interact with each other. I get to know how can I improve my interpersonal communication, and I learn that firstly we need to identify the needs of clients and staff members with whom we are communicating, and we must need to be a flexible, and adaptable communicators. Attending class sessions will make me gain the information from different students and listening to them will make me an informative person.

How do the readings, class activities, discussions observations, and lectures improve the communication

Class activities and lectures have provided me the extensive knowledge regarding the several topics that I have learned and it has also improved my communication in my professional as well as personal life. One of the activities of Lecture 4 was conducted regarding what is emotional intelligence, and in pairs, we watched the video, we get to know about emotional intelligence, and discussed in the class what we have learned. Listening to the points of different students in class has improved my overall learning, and gathered several new opinions that what other students have understood from that video. In this activity, I participated with my friend and we both explained very well we ideas and opinions we have gathered.

In the discussion of Emotional intelligence, several topics have been discussed such as what are the emotions and what are the different levels of emotional awareness. I get to know about the self-talk and it has improved my level of communication. It has been determined that conversations that are mainly done with ourselves are also used in speech therapy, sports training as well as in motivation lectures. I mainly try to use the assertive communication style and I have started avoiding my aggressive behavior of mine at the workplace as well as while I talk to my friends and family members. After following the assertive behavior or the assertive communication style while talking to other people, I start making requests to them and give as well as receive the compliments, and mainly stand up for my rights, and express my personal opinions including the disagreement. To become a better communicator, it is important to be a good listener, and ensure that a person is listening properly before communicating because if we do not listen to them effectively, then how we communicate to them according to their needs and requirements.

For better communication in the workplace, I get to know about organizational communication in my lecture class. Firstly, I have learned that an organization is a group of people who group to achieve the organizational goal, and the alignment strategy is to communicate consistently across the organization. In communication channels, memos, as well as formal and informal meetings will be used, and most importantly the suggestion boxes and 360-degree feedback will be used and focus groups are used to communicate with other people.

Different Communication Channels

Other communication channels such as formal and informal, permanent or transient, and communicate through technologically mediated such as communicate via technology, computer, or video. Interpersonal channels are used to communicate for meeting the specific customer needs. Then one activity has been conducted at the workplace and in those questions have been asked such as what is the corporate culture, and what is at its worst, and one of the most important questions is what is the best way to change the culture for the better. In this activity, we were three people who participated as a group, and we all answered all the questions correctly, and we were very confident while giving the answers our tutor also give us appreciation because we provide real examples while answering the questions.

Learning Experience

I learned in the class lecture about the different communication flows including horizontal communication, vertical communication, and downward communication. In downward communication, messages will be sent from the upper level of the organization to the lower level of the organization. For any important announcement of the organization, downward communication is used. Also, when two or more departmental managers have to communicate with each other, then they have to send and receive messages between the different levels of the hierarchy. It is used to communicate between the managers only, and when the managers have to communicate regarding their departments with each other, they used the horizontal flow of communication.

Also, I have learned that managers need to communicate with their employees frequently and understand what issues they are facing and provide them with the right method to solve those issues, and in this way, I learn that I can improve my communication in work life. In the upward communication at the organization, I am sending messages from the lower level to the upper level. There is one concept used in organizational communication including the span of control in which it states how many employees are directly reporting to the person who is at the above position in the hierarchy level. Another level of communication channel that is used in organizations for discussing and taking ideas are such as increases the level of participation in the process of decision-making, and most importantly encourage the two-way communication when the information is exchanged, and it leads to the accurate exchange of information, and that is known as the grapevine communication channel.

Organizational culture is important to consider during the communication of an organization, and the different cultures of communication that I have learned about are the Silo Culture in which the culture of reporting is built and there is learning as well as flexibility among all the managers and employees of the organization. It is very important to communicate about the organizational culture and it will be learned from the stories of the organization, as well as company newsletters, blogs, podcasts, and the national newspapers.

The lectures have changed my communication as I observe students how they are communicating effectively, and how they are responding to the questions of the tutor and they too are performing well. I was giving amazing examples to the questions while stating the answers but my voice was not clear and it makes the tutor not able to understand my statements and opinions. Another person who is communicating effectively and has a bold voice (mainly what other good communicators have) was gaining the attention of the audience and the communicator must know how to gain the attention of the audience while speaking and communicating. This is how my level of communication has improved. For making the communication better, it is important to make the good networks and from those networks, conduct meetings and learn from them as well. It leads to an increase the connections and most importantly build good relations with people.

Oral Communication has also improved by participating in class discussions and class activities and knowing about the public speakers that speakers can also be one or many. It is essential to be polite and friendly with the audience, as they are the listeners. Also, during the oral communication, assess the audience types and determine their needs and preferences, and assess whether they are the decision-makers or influencers, because the decision-makers have different tastes as compared to the listeners, and I also learn that while communicating with people, it is important to use the real-life examples so that we can directly relate with them and using this strategy has improved my overall communication. When they relate with you, they will ask questions about what you are speaking about, and if they do not ask questions then it means that they are getting bored with your communication. Also, in the organization, I have started using the participative leadership style in which I experience that involving people in making decisions will make the communication two-sided and effective both. I assess that using the grapevine will help me to find out about the individuals before meeting them and analyze their decision-making style and their needs and preferences. And it is important to know about the stuff that you are going to speak about in front of people, and if you don’t know the real facts about your topic then you cannot speak about it to make the speech or communication effective.

For the presentation, it is important to use the right words, and have the right information to give to the audience, and for preparing the presentation, planning must be done priorly, and it is essential to plan 10 times before the presentation, and rehearsal will be done at least 2 times before the presentation. For the 1-hour presentation, 8-10 hours of planning are required and 2 hours of practice or rehearsal are also required for giving the proper presentation. I have learned from one of the lectures, that planning for the presentation includes what are you going to present, and how much content you are going to present in the presentation. And most importantly, focus on the unique message during the presentation, and decide how much you vary the content to maintain the audience’s interest.

While giving the presentation, I learn that attending to many audiences will make the presentation better and always try to give creativity in content, as well as variety in content, and avoid a dull recitation of the facts. It is important to have a formal presentation, and for that full text must have of the presentation, and it is essential to be well-dressed and groomed for the presentation. And most importantly use the video to record so that you can analyze the performance and the venue will be determined for the presentation. During the presentation, it is essential to be relaxed and have an easy posture, have the appropriate attire, as well as grooming objects, and use the right equipment while giving the presentation. Non-verbal communication can also be used informally in that eye contact, and gestures are used.

Becoming the better communicator from here to there

To become a better communicator, building the skill of asking questions and active listening is very important, and I need to focus on working on my voice more, as I have to use my voice wisely while communicating at the workplace or in my life. To make the communication effective, it is essential to have the four skills including such as listening with the empathy and speaking up when it is necessary, because the communication begins with you only, and for becoming a better communicator, I observe that preparing before communicating is considered a good point, because a person knows what he has to communicate, and I have seen that if we know what we have to speak on stage or while conducting a meeting, then we can speak clearly and give examples to illustrate the statements. Most importantly use different words, because using the same words will make the communication boring. So, for that, a communicator needs to work on the vocabulary and know what words are used in what situation because we cannot use the wrong words, as it will create a problem for the communicator and the listener will think that the communicator is not using the right words to state their opinions. And the communicator also asks questions frequently from another person to make the communication more engaging and effective. As one-sided communication is considered as boring but the two-way communication cannot be boring, because those two persons are communicating and using their minds and stating their opinions regarding the topic.

References

Brown, K.L. and McLeod, C.L., 2020. Strategies for Preparing and Delivering an Effective Online Presentation. https://scholarship.depauw.edu/cgi/viewcontent.cgi?article=1000&context=geo_facpubs

Chatman, J.E., Johnson, A., White, E. and Bell, R.L., 2020. The leader as effective communicator. American Journal of Management, 20(2), pp.22-32. http://www.m.www.na-businesspress.com/AJM/AJM20-2/2_Chatman_BellFinal.pdf

Gbarale, K.D. and Lebura, S., 2020. Vertical Communication and Employee Performance in Emerging Economy Public Organizations: The Imperatives of Organizational Culture. organization, 17(22), p.27. https://pdfs.semanticscholar.org/7ded/1077a37b1a731d4cc07ffc655ac7bd3d2bef.pdf

RAO, P.S., 2019. ENHANCING EFFECTIVE ORAL COMMUNICATION SKILLS AMONG THE EFL/ESL LEARNERS _. Alford Council of International English & Literature Journal, 2, pp.62-74. https://www.acielj.com/Papers/vol2issue2/3.ACIELJ%20-Srinu%20sir%20%20(19-31)%20OK.pdf

Rao, P.S., 2019. The importance of speaking skills in English classrooms. Alford Council of International English & Literature Journal (ACIELJ), 2(2), pp.6-18. https://www.researchgate.net/profile/Parupalli-Rao/publication/334283040_THE_IMPORTANCE_OF_SPEAKING_SKILLS_IN_ENGLISH_CLASSROOMS/links/5d21b2db458515c11c18dbf3/THE-IMPORTANCE-OF-SPEAKING-SKILLS-IN-ENGLISH-CLASSROOMS.pdf

Sariakin, B.A. and Sibuea, A.M., 2020. The Effect of Organizational Culture, Transformational Leadership, Vertical Communication toward Lecturers’ Organizational Commitment at Serambi Mekah University of Banda Aceh. https://www.scitepress.org/Papers/2019/90376/90376.pdf

Terzić, E., 2018. The significance of vertical and horizontal communication for business effectiveness in sports organisations. Edukacijski fakultet, 11(1), pp.110-118. https://www.researchgate.net/profile/Faris-Rasidagic/publication/327780051_Differences_in_the_morphological_and_motor_status_of_female_students_from_inner-city_and_suburban_city_areas/links/5ba400d7a6fdccd3cb675565/Differences-in-the-morphological-and-motor-status-of-female-students-from-inner-city-and-suburban-city-areas.pdf#page=110

Zhurakovskyi, B., Boiko, J., Druzhynin, V., Zeniv, I. and Eromenko, O., 2020. Increasing the efficiency of information transmission in communication channels. Indonesian Journal of Electrical Engineering and Computer Science, 19(3), pp.1306-1315. https://www.researchgate.net/profile/Juliy-Boiko/publication/342344773_Increasing_the_efficiency_of_information_transmission_in_communication_channels/links/5eef214092851ce9e7f78ec0/Increasing-the-efficiency-of-information-transmission-in-communication-channels.pdf

Executive Summary

In this report, we have discussed the importance of leadership skills in the Australian Board, they are searching for the new Captain and they are searching for an appropriate leadership style in their New Captain also included in its skills three important theories of the Leadership and always ready to support their team in the situation and also work in a proper team and achieve the combined target of the team and also ready to serve for their country.

Introduction

The role of a Leader in any organization is very important and the same for the Australian Cricket Association also because the Leaders after the ball-tampering scandal, the Australian Cricket Board is confusing to select the appropriate captain for the Australian team because Steve Smith was banned, they needed a new captain which leads the team from the front and also fulfills the gap which was not present due to absence of David Warner and Steve Smith. The Leader is very important because it is those people who communicate and interact with the team to work in a group and fulfill the policies and help to achieve the roles of every team member and work on plans to subordinate to start the work properly. Throughout sports, an athlete leader is defined as an individual who has an official or casual leadership location inside one squad which affects other participants in the achievement of shared goals. As a result, the site of the sports leader was imperative in accomplishing its determination. Furthermore, a successful leader owns the propensity to hold all competitors attentive in a shared area. A sturdy leader who principals in opposite could have a variability of belongings just on the entire squad. He can motivate and surge the team’s self-assurance levels.

Background

With the help of proper strategies and proper plans, the Leader achieves the target on time and always motivates their team, and is always ready to lead the team from the front and fulfill the desire of the team. A group is brought together like a leader who has a similar goal. They assist decrease ambiguity, impact and concentrate user focus but also production, give positive leadership behaviors and rules, and reinforce the experience and provide direction, transparency, participation, & purpose to all parties involved. Psychological qualities including such extroversion-introversion, monitoring, trying to think, and judging-perceiving may assist enlighten that woman’s inherent character. Also, with great man’s ideas of leadership in the twentieth century, this was thought that leaders are blessed with particular psychological attributes that make them respectable. This research shows that group efficiency overall goal achievement is linked to the leader’s management style, which has a major impact on employee behavior. This motivates them to work harder to work and see its leadership as effective. Personal attributes that discriminate against good leaders are denoted as control personalities (Deshwal & Ali, 2020).

The volume of an individual or corporation to help assess, teams, or administrations is mentioned as leadership. According to top the aims of either a firm as well as the market, working more towards the achievement of the goals. Although integrity, sincerity, and sincerity are all valuable leadership attributes, leaders must also be effective in reaching their objectives. Some leaders are effective in accomplishing their dreams because they can convince, inspire, engage and urge everybody else to take their advice. Ponting constantly set clear goals for his team as well as outlined how they would attain them. He accepted responsibility for the targets that were established as well as shared those only with the public and indeed the rest of the group (Vasilescu, 2019).

Captains are familiar with their players as well as their duties because they have some strategy in place for them. Captains are familiar with the respective bowler that knows what pitches to prepare for them. For approximately a century, cricket was a vital component of Australian culture. This is extremely fixed in Australian culture & component of its collective mind (Deshwal & Ali, 2020).

Harnessing your team’s skills might be difficult, however, the most effective leaders collaborate with respective employees to get the best outcomes. Irrespective of it never ‘to-do’ list, one must keep overall momentum, remain prepared to accept chances, & create choices to reach your objectives. It’s critical to keep in mind that it’s either obvious or straightforward. Involve everyone in the strategy was utilized, but also teammates using factors that contribute towards the common objective. Keep their goals obvious throughout your whole project and get only based on a protracted approach. Make regular engagement among some of the group’s many segments (Demirtas & Karaca, 2020).

Take the essential steps and keep track of your development regularly. Concentrate on the Organizational culture. Make an extra effort in learning about the company’s culture; it will help you to figure out that use their team’s attitudes, talents, perspectives, or beliefs to reach bigger goals. Try your best to collaborate and foster a climate of mutual trust and respect. Engage your teammates and convey that you care about them as individuals. Clarify the goals’ purpose and stress-specific contribution to overall aims. To express thankfulness for outstanding work, create annual employee initiatives. Create a friendly environment that values diversity and collaboration. Encourage your team(s) to claim ownership of their objectives. Instead of exerting strong control & requiring your staff to obtain permission for every tiny task, give everyone a chance to operate independently. Encourage your employees to think creatively. Offer the flexibility so that they may make changes. Responsibilities and authorities, but set clear limits (Vasilescu, 2019).

Following were the leadership traits and characteristics are as follows:

Morality inside the leadership, Interpersonal capacity to distribute in the proper way of work inside the team, Self-awareness of the leader is needed to be applied within the organization, and Flexibility. Increasing trust is need to be applied within the organization to fulfill the desire of the organization (Demirtas & Karaca, 2020).

Theories

Some theories are needed in the new Test captains of Australia as per the requirement in its leadership style which is as follows:

1) Contingency Theory

This theory is explaining whether this is perfect as per the situation of the work. And as per the requirement of the ideas, it would be applied in every leadership style and the appropriate style of leadership is needed to include in the academic format and which provides the balancing in the behaviors and appropriate objectives as well as the circumstances (Huihui, 2018).

The Appropriate leader doesn’t have good attributes but they have always there to support its team and work in a team whenever any situation is raised. At the last, the Contingency theory plays an important role in the Australian team selecting a good leader because it would provide exceptional leadership and it shows the result of interactions of the complex at various factors (Huihui, 2018).

2) The Situational Theory

This Situational Theory is connected to the Contingency Theory because it claims that no solitary leadership style seems greater than all the alternatives. Even as the title indicates, this mindset of effective leadership is conditional here on context. In simple terms, leadership should still match its leadership to the particular scenario by examining specific elements including the sort of work, the character of members, and much more. Primarily presented by US academic Paul Hersey with leadership expert Ken Blanchard, this situational theory integrates two critical elements: the overall style of leadership as well as the supporters’ characteristics (Manyuchi & Sukdeo, 2021).

3) Behavioural Theory

This same focus of Behavioral theory seems to be on leadership’s particular traits but also deeds then instead of its attributes. As per the requirement, and good team leading doesn’t come from the talent it would need to be included with proper perfection and with hard work and during that time 3 things are necessary to include which areas technical, human, & intellectual. Technical skills affect something like a leader’s empathy of a course or procedure; social times mention someone’s skill to participate with everyone else, and abilities relate to the leader’s asked to originate up with fresh concepts about successfully functioning its corporation or culture (Manyuchi & Sukdeo, 2021).

Conclusion

Australian Cricket Board is searching for the new Captain for its Test Team after the scandal of ball-tampering on the Australian Cricket Team. Board is searching for a new Leader which has various qualities and skills which is needed by the Australian team also the Leader has a leadership style and follows the three theories of the Leadership which is included Contingency Theory, The Situational Theory, Behavioural Theory is needed to present in its leadership skills also and the characteristics of leadership help the team and as well as country and also its team members also help to support each team members and always motivate them and fulfil the desire of its team. The characteristics and traits of a leader help the organization to achieve its performance and provide a good profit to the team and make the team successful and work in a proper team. The goals are also achieved with the help of a good team leader and for the Australian team, the Captain is changed but in the end, Board easily fulfills the leadership style.

References

DEMIRTAS, O. and KARACA, M., 2020. CHAPTER THREE ETHICAL LEADERSHIP. A Handbook of Leadership Styles, p.60.

https://books.google.com/books?hl=en&lr=&id=QwXPDwAAQBAJ&oi=fnd&pg=PR5&dq=theories+of+leadership+styles&ots=PGWK5NIQfI&sig=X8MK3vPC8fjR33Ki4Xf6dxxu83E

Deshwal, V. and Ali, A., 2020. A systematic review of various leadership theories. Shanlax International Journal of Commerce, 8(1), pp.38-43.

https://shanlax.com/wp-content/uploads/SIJ_Commerce_V8_N1_005.pdf

Hai, T.N. and Van, Q.N., 2021. Servant Leadership Styles: A Theoretical Approach. Emerging Science Journal, 5(2), pp.245-256.

https://www.researchgate.net/profile/Thanh-Nguyen-Hai/publication/350969289_Servant_Leadership_Styles_A_Theoretical_Approach/links/60c97848458515dcee92f365/Servant-Leadership-Styles-A-Theoretical-Approach.pdf

Huihui, T., 2018. The Implications of taylorism, contingency theory, Behavioral management theory and systems theory on organization management in the globalization era: a comparative and critical review. Human Resource Management Department of Business School.

http://www.clausiuspress.com/conferences/AETP/ETMHS%202018/BCW037.pdf

Manyuchi, M. and Sukdeo, N., 2021. Application of the Situational Leadership Model to Achieve Effective Performance in Mining Organizations Teams. In Proceedings of the International Conference on Industrial Engineering and Operations Management (pp. 412-416).
http://www.ieomsociety.org/brazil2020/papers/217.pdf

Vasilescu, M., 2019. Leadership styles and theories in an effective management activity. Annals-Economy Series, 4, pp.47-52.

https://utgjiu.ro/revista/ec/pdf/2019-04/06_Vasilescu.pdf

Task 1: Determine Project Costs

1.1 Project budget

a) Project budget planning

Resources	Cost ($)
Equipment	$3000
Internet	$1000
Human resources	$4000
Materials	$2000
Rent	$3000
Statutory costs	$2000

Contingencies and tolerances

We should always have a plan B for program improvement if are budget goes wrong or things do not happen according to plan so we should have a second plan for that and we have money to cover potential incidents. The tolerance that how much we can bend within our project and how much variation should be tolerated within a project for example we have a $15000 budget so we can tolerate up to $17000.

Overhead and indirect cost

An overhead cost occurs indirectly and it’s also called indirect cost. We should have some extra amount of money to cover overhead. And to achieve the organization’s goal. Overheads are in equipment and material that variances are for equipment is $1 and in material $.4.

B) The assumptions we take while budgetary is that –

Expecting about income, expecting about expenses, problems about potential, alternation and expected and suppose income and expenditure. And it is very important to assume cost before committing resources.

1.2 Cost Management Plan

The project cost management program defines as a figure. Cost allocation, as well it gets controlling the performance of the project. Project planning has an essential part of cost management.

Cost management covers the template which is

Unit of measure: It should be right for example the value and quantity, etc. it is the first unit in cost management. That is what measure I should take in my project.

Precision level: This is the main term that keeps us away from any kind of misleading and derivations.

Level of accuracy: Accuracy is very important for each department while doing project planning.

The roles and responsibilities of an organization in cost management are also very important for both employees and workers. For achieving goals.

Threshold control: It is very necessary or important it helps to control the cost or cost management (Savitsky & Puchniak, 2019).

Measurement of performance: It helps us to determine the value we earn. And Pay employees according to their part.

Reporting format: It is very important to maintain the format in our project. Regular reporting is an important key to determining the deviation in projects related to cost.

Process description

Approval process: After our budget gets really, we have to take approval from senior authorities and show them all the projects before implementation.

Financial and delegated authority: Show them all the terms related to financial needs or projects, expenses, profit, etc.

Communication process: Communication must be clear and effective so that everyone can understand the project well. The report must be clear and easy to understand for everyone. It is professional nut friendly. And effective in archive desired goals.

Invoice procedure: Check the details of the invoice on receipt, record it in a system, and do payment after taking approval.

Task 2 -Monitor and control project cost

2.1 Cost Analysis Method

The methods of cost analysis to demonstrate the cost variation in the project is: effective cost evaluation is important for project success.

Parametric model: So, this is based on a mathematical equation in that we use old recorded data or old software, or historical data. For mathematical performance and help to demonstrate that occurs in the project (Pérez, et al., 2020).

Expert model: discuss with the expert in the project who already worked many times in that kind of project. And this is very important to discuss with experts or seniors.

2.2 Budget performance report

Names	Budget cost	Actual cost	variance
Equipment	$5	$6	negative
human resources	$3	$3	Same
materials	$2	$2.4	negative
Service and statutory costs	$3.5	$3	Positive
Other expenses	$2	$1.5	positive

2.3 Re-planning of project

The variances in the budget are not good for any project budget. we have to find out what are the reasons behind these variances, we need to identify the reasons for variance and an effective plan to bring back the project according to plan. The equipment we have purchased is expensive we should buy the equipment according to needs of a project and understood worker so they use it an effective manner don’t they use it a harsh manner so that they break, material and other expenses are being fully checked and preplan is important according to budget only expenses should be made.

For the back project on the back we have to use a technique like:

Reviewing the situations

Problems are too solved and clear.

The action plan should be developed and implement

The high-performance team should be there.

Task 3- Complete Cost management process

3.1 Financial completion activity

At the end of the project, a financial activity needs to undertake first gather the records of the project: Spread in the establishment and approve acceptance of the product, service, or project. As a manager, I’ll have to review the documents of the project to be sure that they are up to date and check the overall project and check if some changes and alternations are needed or not. And have to double-check all the resources of the project and don’t forget to update as well (Bodiako, et al., 2016). Prepare the balance sheet, liberate the project team and make the final payments.

3.2 Project performance review

I reviewing my performance of the project in terms of cost management. First, regulate how to do every task in the form of a percentage. Establish plan value. I make sure that everything related to cost is done in an effective manner and compared my desired plan with my actual plan. Cost management is an effective method of implementation as well as provides the resources and process it ensures the high possible degree of quality, and also for overall productivity.

3.3 Cost issues and recommendations

Date	Description of problem/opportunity	Recommended Action for next time/project	Lesson Learnt Raised By
25 April 2022	Shortage of resources	Make sure that we have resources in advance so the shortage can be solved.	This raised by the project or resource team.
30 April 2022	overhead	Overhead is a really concern matter we have to make sure that we should have a money in an accurate manner.	By cost and budget department.
4 may 2022	Shortage of labor	Without labor we can’t do our projects in our next project we make sure that we have another labor team in advance.	This is raised by the labor’s head.
29 April 2022	Internet is not working	If the internet is not working we must a second option like Wi-Fi or another internet option.	By project designing and computer team.
2 May 2022	Light cut	Without light we can’t work company should have a proper generator system. In the absence of electricity.	By assistant manager.

References

Bodiako, A. V., Ponomareva, S. V., Rogulenko, T. M., Karp, M., Kirova, E., Gorlov, V., & Burdina, A. (2016). The goal setting of internal control in the system of project financing. International journal of economics and financial issues, 6(4), 1945-1955.

Lindhard, S., & Larsen, J. K. (2016). Identifying the key process factors affecting project performance. Engineering, construction and architectural management.

Pérez, V., Klemen, M., López-García, P., Morales, J. F., & Hermenegildo, M. (2020, November). Cost analysis of smart contracts via parametric resource analysis. In International Static Analysis Symposium (pp. 7-31). Springer, Cham.

Savitskyi, A., & Pikhniak, T. (2019). METHODOLOGICAL APPROACH TO COST MANAGEMENT IN PURCHASING ACTIVITIES: SAVINGS PLAN AND ITS IMPLEMENTATION. Moderní věda, 76.

This assessment task requires you to:

plan and allocate human resources to a project
identify and organise project personnel training and development
manage project personnel to achieve project outcomes
apply human resource management (HRM) methods, techniques and tools to the

Assuming your organization was awarded the following tender:

ATM ID: NAA RFT 20xx/1058

Agency: National Archives of Australia Category: 81110000 – Computer services

Close Date & Time: 15-Aug-20xx 2:00 pm (ACT Local Time)

Publish Date: 15-Jul-20xx Location: ACT Canberra

ATM Type: Request for Tender APP Reference: NAA20XX-1 Multi Agency Access: No Panel Arrangement: No Description:

A service provider is being sought for the technical upgrade of the Archives’ website Destination: Australia. In order to ensure the best value for money and optimal functionality (for the website and related exhibition interactive) going forward, it is necessary for the website to be transferred from a proprietary CMS to a commonly available CMS (including, but not limited to, an Open Source CMS).

The website will enable the National Archives of Australia to collect user contributed data about the photographic collection featured on the site. The interface must be modern, engaging and user-friendly, designed to meet the needs of people of all ages, and differing levels of computer and English literacy. The website must interact successfully with an exhibition interactive via an existing API. There is an option for hosting, maintenance and support services to be provided from contract execution until 31 December 2019.

Timeframe for Delivery: November/December 20XX with a possible extension of up to 3 years for hosting and maintenance.

The Requirement

The National Archives of Australia (Archives) (the Customer) is responsible under the Archives Act 1983 (Cth) for the preservation and storage of Commonwealth records, including the archival resources of the Commonwealth.

This procurement request relates to the website redevelopment and hosting and maintenance services for website Destination: Australia. The current website is located at https://www.destinationaustralia.gov.au

The photographs showcased on this website are part of the Immigration Photographic Archive (Series A12111). This collection comprises more than 22,000 black-and-white and colour photographs taken by government photographers between 1946 and 1999 to record the arrival and settlement of migrants in Australia after World War II. The photographs were used in newspapers, magazines, posters, brochures and displays to promote Australia as a prosperous welcoming nation to potential migrants and to reassure the Australian public that new migrants would readily settle into the Australian way of life.

In 2014, Destination: Australia was upgraded to encourage users to upload their own photographs and stories to share their migrant experience, further adding rich personal context to the Archives’ collection. These ‘Feature Stories’ are also available (via an API) in a ‘Globe’ interactive in the Archives’ exhibition A Ticket to Paradise?, which is touring nationally from April 2016 to September 2019.

Required

Redevelopment of existing website Destination: Australia
Software to be either open source or common-use proprietary Content Management System (CMS)
One website prototype round, with testing and feedback
Website testing including content review
Final revisions
Final testing and bug fixes
Website handover
Final documentation including website style guides, master templates, admin user guidelines, technical This must be written in English with clear instructions for non-technical experts to operate the CMS.

Optional

External hosting and ongoing support with a service level agreement (3 years).
Updates and post implementation changes in response to user feedback Required deliverables

API compatibility

The website must continue to work with the pre-existing API linking the content with an exhibition interactive
The administrator account to the Destination: Australia CMS must have a check box function that allows the administrator to select which feature stories will be published through the API to the exhibition
The API must be able to draw all user-added content in the selected feature stories, including photographs, through to the linked exhibition
The website will support sourcing and storing its data from the Archives’ API, according to API calls provided by the Archives, to ensure valid, up to date data is displayed on the
The website must successfully GET, POST and PUT and DELETE data using the API within agreed timeframes.
Data from the API contains a mix of official records and user generated content
API compatibility and function must be maintained at all times until December 2019
The successful supplier will be provided with further documentation on the

Accessibility/compatibility

All elements of the solution must comply with the relevant Australian Government mandatory criteria including meeting Web Content Accessibility Guidelines (WCAG) 2.0 – to Level Refer to the Australian Government Digital Transformation Office website for more information – https://www.dto.gov.au/standard/design-guides/
Any online forms should include identifying mandatory fields, error validation and error suggestion on input fields (e.g. include @ for email addresses), as per the WCAG 0 Level AA.
All elements of the solution must display consistently across popular Windows, Macintosh and Linux browsers including Internet Explorer (V9 up), Firefox, Chrome, Safari and
Code to ensure ease of use and accessibility from desktop, tablet and smart phone / mobile platforms using responsive interface

Privacy, security and intellectual property

Data captured in online forms should reflect the Australian Privacy Principles (which unify the National Privacy Principals and the Information Privacy Principles) and security obligations of (ASD). Including any updates to how data should be stored according to the Australian Privacy Principles or security
Website security appropriate to support administration module, members’ pages, API developer key hidden and enables encryption of stored data including indexes and registered user’s personal details e.g. email address.
Hosting

The website application must be built to be hosted externally to the Archives’ IT infrastructure taking into account data sovereignty, data protection controls (see the Australian Government Protective Security Policy Framework (PSPF) and Information Security Manual) and compliance with the Privacy
Please see ‘Optional Deliverables’ for information on the optional hosting component of

this procurement process.

Aesthetic design

The aesthetic design of the website must be maintained for the upgraded
Style guides and other necessary components will be provided to the successful

Content Management System

The website must support formats to enable crowd sourced data and display of collection data including
The solution must provide an easy way for administrators to view and record user- generated activity across the site from within the administration
The website’s supporting CMS or web application must have both a design and source interface enabling recognition of user contributed data and has the ability to manage full user administration and content moderation in-house. This must include tasks such as updating all content (including descriptions on collection photographs), monitoring and moderating user-generated data and where necessary, blocking, removing, editing and/or extracting user-generated
Administration module must be secure
Administration page displays name (as well as screen ID) of contributing users
The solution must support Google Analytics for website visitor statistics and pre-scripted database reports for listing and exporting all user generated content.
The website must comply with records management requirements to enable the website to be archived with user-generated data extracted (e.g. XML, CSV format and image formats) with relevant references for future re-purposing.

Email notifications to administrator

Email notification to be sent to destinationaustralia@naa.gov.au when a user adds a comment, tag, person, location to a collection photograph, or adds a feature

story. Notifications should include a hyperlink to the new content in the CMS administrator account.

Email notification to be sent to destinationaustralia@naa.gov.au when a user reports comments or other Notifications must include a direct hyperlink to the reported content.

Public user login

Website users have the option of browsing and searching the website without registration. Anyone wishing to input data to the website must register and login with a unique email address and
Existing usernames and passwords must carry over to the redeveloped site
Profile must include an online form for users to contact Archives to remove or edit their user-added content
Optional: ability for the user to ‘link’ together multiple stories that they have contributed by the user, or to allow sorting by tag with user name. The published feature story page would display a link to take viewers to the related stories.

Navigation

Website navigation must align with pre-existing information architecture for Destination: Australia.
Breadcrumbs must be added to the top of each page to enhance user navigation

Search function

Ability to query search and return search results, this will be supported through the API calls, and the interface will need to be configured to return merged search requirements and apply search parameters (e.g. filters) for the Discovering Anzacs interface.
Required: free text feature stories and comments contributed by users must be posted back to the API to become searchable on Destination: Australia.
User-added tags on stories must be posted back through the API to become
User-added locations on stories must be searchable and clickable to sort stories by place
Adding terms to the search parameters should refine the search (it currently expands the result field)
The website must include all images within the A12111 series/collection, and search results must display all relevant images. Check that search picks up all photographs in collection (or that Destination: Australia captures all images in A12111) – e.g. searching for “Petrus Mouwmans” does not give a result, although it is listed in RecordSearch: A12111, 1/1963/14/9.
Results distinguish between feature stories, collection items and user added
Results able to be sorted by category (feature story, collection item) or by date range (earliest to latest or vice versa)
Image title to appear at the top of the results display (currently “view this photograph”).
Hit highlighting – the search interface will support search term (eg. keyword, name) hit highlighting using bold or similar

Updates/fixes to ‘add your story’ form (see Attachment B for images of changes)

All free text fields must allow users to copy and paste text from other
The fields ‘Year’, ‘Country of origin’, ‘Theme’ and ‘Photos’ (at least one) must be

compulsory

Adding images

‘Add photos’ must be moved to location above ‘Add Your Story’
When adding an image from the website, the citation and image caption must also be The citation (e.g. NAA: A12111, 2/1969/4A/18) must be locked in, with the option for the user to personalise the caption.
When adding an image from the website, users must be able to search by collection control symbols and non-consecutive key words.
When adding an image from the website, user has the ability to refine the search using date
When adding an image from the website, clicking ‘enter’ after typing keyword must initiate

the search (currently takes user to blank error page).

‘Add image from website’ search must return all results available through Destination: Australia.
The website must perform checks to ensure the user is uploading an accepted size and format (e.g. png, jpeg) and provide error messages where limits are
Optional: add a new function to allow users to select from their ‘Favourite’ images to add

to their story.

Optional: users able to crop images before they

Add your story

‘Add your story’ text field must allow simple formatting: paragraph breaks,
Must display Latin diacritics (accents g. acute é, grave è, circonflex ê, caron č; dots e.g.

diaeresis ë; cedilla ç, ogonek ą).

Feature story publishing process

Selecting ‘Preview’ must save a copy that allows for the user to return and edit

This draft copy must not be publicly available at this stage.

Selecting ‘Save your story’ (on contribution form page) or ‘Save and submit’ (on preview

page) submits the story to the CMS and publishes the feature story on the live website

Stories are automatically published on

Feature story display page (front end)

On published feature stories, viewers must be able to click on categories (year, country, tags, locations) to bring up a list of any other stories/images with the same user-added metadata

Must display Latin diacritics (accents g. acute é, grave è, circonflex ê, caron č; dots e.g.

diaeresis ë; cedilla ç, ogonek ą)

Must display simple formatting: line breaks, italics
Images must be able to open for larger display in a lightbox, with accompanying caption
Optional: where a user has added a photograph from the website, the image on the published feature story page links back to the image display page for the particular record (i.e. with metadata, comments, tags etc).
Optional: if users add data to ‘location’, map with tagged locations should be shown on published feature story

Record display page (front end)

Required: create ‘order record’ button that takes the user through to PhotoSearch result for that image and the associated ‘ordering images’ text

Home page

Optional: preview of ‘Feature stories’ displays feature stories at random

Testing

The Supplier must outline the project plan and team roles and the testing strategy and It should also include any handover files and documentation to be provided for implementation.
Extensive testing will be required prior to the website This includes iterative testing during development, implementation of changes and subsequent re-testing.
On implementation and handover the Destination: Australia website should be fully functional and populated with relevant content and As part of the website handover, training sessions and support documentation for nominated administrators will also be required.
Testing must include success of API calls to/from the Destination: Australia website for creation, deletion, updates and retrieval of data in conjunction A Ticket to Paradise? ‘globe’
The National Archives will determine when the website is ready to be launched and the However, the supplier must be able to meet the nominal launch date of 25 October 2016.

Acknowledgements

The banner (visible on all pages) must include:

Destination: Australia web tile
Multi-agency logo for the National Archives of Australia and the Department of Immigration and Border Protection (to be provided by the Customer)

The following tagline:

o ‘The National Archives acknowledges the support of the Department of Immigration and Border Protection for the Destination: Australia website’, with the text ‘Department of Immigration and Border Protection’ hyperlinked to the website https://www.border.gov.au/

Progress meetings and reports

The successful Supplier will be required to:

Attend the project kick-off meeting (face-to-face / teleconference)
Attend regular updates at an agreed time and day, at least
Attend scheduled project meetings to report at key milestones or deliverables throughout the
Communicate any issues which may impact agreed project tolerances as they occur
Attend project wrap-up meeting with final deliverables and website handover including report/documentation.
Work collaboratively with National Archives staff and Suppliers to meet expectations and resolve

Optional

Should the option of host services be agreed to by the Customer, the Supplier must attend ongoing support meetings or maintain regular communication as required, up until the end of the

Project Management Requirements

The Archives will nominate a Project Manager who will be responsible for liaison with the successful supplier in relation to management of the contract and overall service
Potential Suppliers must specify all staff and subcontractors proposed to complete the
The successful Supplier will be required to nominate a Project Manager as the primary point of contact for the This person will be responsible for the management of the contract as a whole and for liaison with the Archives’ Project Manager.

After delivery

The Supplier must commit to providing defect resolution in the post-launch period, up to 30 April 20xx, in response to Archives user testing and feedback. In this period the Supplier must complete full internal testing and bug fixes before any solution release for publishing.

Optional deliverables

Within your practice environment, complete each of the following parts:

Develop a Project Human Resource Plan for the project (The attached may be used as a basis).
Create a Responsibility Assessment Matrix (RAM).
Provide a ‘Project Closure Report’ addressing the Human Resources, Communications and Stakeholder areas of the project. Write a report reflecting on the contributions you made in the process. (The attached may be used as a basis).
Conduct an evaluation of the Human Resources, Communications and Stakeholder areas of the project, and

document your findings in a ‘Project Evaluation Report’ or ‘Post Implementation Review’.

Outline how you will incorporate your findings and lessons learned into future
Identify any skill development/training needs you may have applicable to human resources, communication and stakeholder

[Company] [Company Address]	Tel: Fax:	[Company Phone] [Company Fax] [Company E-mail]
		[Ref. number]
Business Plan Template

[Sub-Project, phase, etc.]

1

The human Resource Plan must be working for the organization. We have the supplier it must be in the project plan and the team’s roles or the testing for the strategy for the plan. In the plan of the human resource plan for this, we have the communication strategy and the management strategy for the national archives in Australia. The human Resource Plan must be working for the organization. We have the supplier it must be in the project plan and the team’s roles or the testing for the strategy for the plan. (Snoeys et ad., 2017)

The create a responsibility assessment matrix we can go with this thing. List all of the project tasks and the deliverables. Assign the stakeholders to each task for the stakeholders. Also, we have the overall stakeholders. If we also have the determining responsibility and the accountability. we, also have some of the things for development. It is the project communication management plan, risk management plan, and something also we have to develop in the technical uppers. This that thing in the order to ensure the best values for the money in the technology we have the designed to be meet all the needs of the people of all ages.

Introductions

The technical upgrade of the archives. It is the website destination of Australia. This that thing in the order to ensure the best values for the money in the technology we have the designed to be meet all the needs of the people of all ages. The exhibition is interactive via the existing API. All the maintenance and the support for the technology are to be them from the contract until 31 December 2019.

Body

The technical upgrade for the future we have the develop this all thing in over organization. The project management plan, project scope, management plan, and many more things we have to develop for the organization. For the human resource management plan, we, also have some of the things for development. It is the project communication management plan, risk management plan, and something also we have to develop in the technical uppers. This that thing in the order to ensure the best values for the money in the technology we have the designed to be meet all the needs of the people of all ages. The exhibition is interactive via the existing API. The technical upgrade for the future we have the develop this all thing in over organization. The project management plan, project scope, management plan, and many more things we have to develop for the organization. For the human resource management plan.

Conclusion

For this, we have many more things for the development of the organization plan the first thing we have to develop it is the communization management and the stakeholders to this thing are the back boons of the organization so we have to develop the first in the organization. technical upgrade for the future we have the develop this all thing in over organization. The project management plan, project scope, management plan, and many more things we have to develop for the organization. For the human resource management plan, we, also have some of the things for development. It is the project communication management plan.

The conduct and the evaluation of the human resources it then has to set all the goals and the monitor goals too and the important thing is the feedback provided. Communication is also we have to make the stakeholders to this thing are the back boons of the organization so we have to develop the first in the organization. technical upgrade for the future we have the develop this all thing in over organization. The project management plan, project scope, management plan, and many more things we have to develop for the organization. we, also have some of the things for development. It is the project communication management plan, risk management plan, and something also we have to develop in the technical uppers. This that thing in the order to ensure the best values for the money in the technology we have the designed to be meet all the needs of the people of all ages

The lessons for the learned Communication is also we have to make the stakeholders to this thing are the back boons of the organization so we have to develop the first in the organization. technical upgrade for the future we have the develop this all thing in over organization. The project management plan, project scope, management plan, and many more things we have to develop for the organization. For the human resource management plan, we, also have some of the things for development. It is the project communication management plan, risk management plan, and something also we have to develop in the technical uppers. the development of the organization plan the first thing we have to develop it is the communization management and the stakeholders to this thing are the back boons of the organization so we have to develop the first in the organization. (Ferrière et ad., 2021).

Is the bachelor’s degree is the typical entry-level we have to develop the first in the organization. technical upgrade for the future we have the develop this all thing in over organization. The project management plan, project scope, management plan, and many more things we have to develop for the organization. technical upgrade for the future we have the develop this all thing in over organization. The project management plan, project scope, management plan, and many more things we have to develop for the organization. For the human resource management plan, we, also have some of the things for development. It is the project communication management plan, risk management plan, and something also we have to develop in the technical uppers. This that thing in the order to ensure the best values for the money in the technology we have the designed to be meet all the needs of the people of all ages.

Revisions and Distribution

Revision	Release date
Revision	Release date	Client	Consultant	JV Main office(s)	All project mgmt. dept.	Sub-contractors	Suppliers
Rev. 0 (draft)	29/10/2013	Perspectives	Define problems	S	Integration	Air conditioning	Knowledge
1.	30/10/2013	Ideas	Establish scope	S	Scope	Paper hanging	Quality
2.	02/11/2013	Be willing to collaborate	Find solution	S	Time	Electrical work	Innovative
3.	05/11/2013	Confidence in over ability	Work deliver	S	Cost	Masonry	Breakthrough
4.	10/11/2013	Listen really	Keep your personal opinions	S	Management cost	Stonework	Collaboration
5.	20/11/2013	Craft a compelling solution	Listen more	S	Quality	Foor work	Accountability
6.	30/11/2013	Customer avoid	Keep it positive	S	Resource	Roofing	Continuous improvement
7.	30/11/2013	Communication	Do or do not	S	Communication	Siding	Risk sharing
8.	10/12/2013	Connect personally	Take break	s	risk	Sheet metal work	Consistency
9.	15/12/2013	Provide value	Tackle the tough stuff	S	HRM	Concrete work	Cost improvement

*) Detailed distribution lists shall be prepared for each distribution event. Further details as per the project communication plan

2.1 Amendments

The [Category] from time to time may require updates. Any amendment to this plan shall be informed to the change control board by use of the change request form and approved by the project change control board prior to distribution. Only revised parts of the plan will be distributed along with the approval and shall be accompanied by instructions how to implement the changes.

The initial page numbering system (to be added upon initial approval) will be a normal continuous numbering displayed in the lower right corner of each page. In the event that pages have to be added, characters shall be added to the number. In case entire pages are deleted, the corresponding page shall be replaced by a blank page stating “page removed”.

Each added/changed page shall have the revision number and date of approval displayed on the bottom of the page.

3 Project Sponsor Approval

Prepared by:	Reviewed by:	Approved byProj. Sponsor:
Place, dd/mm/yyyy	Place, dd/mm/yyyy	Place, dd/mm/yyyy
Inside the organization 12/12/2013	Organization 15/12/2013	HR’s office 20/12/2013
Designation	Name Designation	Name Designation

Objective

In order to deliver the project successfully, staffs with the right skills and experiences are needed.

The aim of the HR Management Plan is to identify and define the necessary roles and positions and to assess how critical the respective role for the success of the project is. Roles are therefore categorized in proficiency levels and appropriate measures are planned to close possibly existing gaps.

Subject of this planning is also the subsequent use of personnel.

Missing or incorrect personnel can mean a significant risk for the project’s success. Please refer to the Project Risk Management Plan.

4.1 Other Project Plans

This project communication management plan forms part of the overall project management plan. Further project plans to be read in conjunction to this project quality management plan are:

Project Management Plan,
Project Scope Management Plan,
Project Requirements Management Plan,
Project Schedule Management Plan,
Project Cost Management Plan,
Project Quality Management Plan,
Process Improvement Plan,
(this Project Human Resource Management Plan),
Project Communication Management Plan,
Project Risk Management Plan,
Project Procurement Management Plan,
Project Stakeholder Management Plan,
Project Financial Management Plan,
Project Health and Safety Management Plan,

Project Environmental Management Plan,
Project Claim Management

5 HR Requirements in Overview

SN	Role	When needed?	Desired Skill Level				Actual Skill Level				Skill Development Strategy
SN	Role	When needed?	A	B	C	D	A	B	C	D	Skill Development Strategy
01	Project Manager	Project Initiation through Project Closure	X					X			Send for PMP training
02	Communication manager	Communication is not on the ad way	X					X			Need for coaching
03	General manager	When the organization management is not good	X					X			Need for coaching
04	Production manager	The production needs the management	X					X			Need for coaching
05	Quality manager	When the quality good & services are not good		X				X			Need for coaching
06	Environment manager	When the environment of the office is not good		X				X			Need for coaching
07	Claim manager	For the management			X			X			Need for coaching
08	Financial manager	When the cost of goods is not managed		X				X			Need for coaching
09	Health manager	For the healthy management			X			X			Need for coaching
10	Risk manager	Want to decrease the risk	X	X				X			Need for coaching
11	Cost manager	When the organization management is not good		x				X			Need for coaching

A = proficient, B = well experienced, C = experienced, D = basic

6 Description of Roles & Responsibilities

6.1 Project Manager

The Project Manager

Prepares the project management plan and revision(s)
Participates in and manages project planning
Manages, reviews, and prioritizes the project work plans with objective to stay on time and on
Provides status and progress reviews to Sponsor and receives
Manages and supervises project

Brings issues to the Sponsor as needed and makes
Identifies required project team members and forms project
Motivates and coaches project team
Monitors contract
Manages change
Conducts risk management
Meets facility and resource
Reviews

6.2 QA & QC Manager

The QA & QC Manager

Develops the project quality management system and prepares the project quality management plan and the process improvement plan and revision(s)
Distributes the project quality management plan and relevant documentation to sub-contractors and
Monitors the effectiveness of the project quality management system and recommends and implements improvements when
Performs project

Ensures that all quality requirements are collected and informed to the concerned persons and parties.

Directs and manages all quality related processes on the project including all inspections, testing, audits, verifications, approvals .
Verifies that production activities and deliverables or part(s) thereof are in accordance with applicable
Attends client quality management
Chairs the regular QA & QC meetings with sub-contractors and
Coordinates, manages and controls the compilation of the project quality
Reviews project staff qualifications and determines training
Monitors and controls the remedial action of all issued non-conformance reports and closes all client complaints related to project
Coordinates project requirements with the procurement
Coordinates all quality related correspondence with the client and/or the client
Archives the project documentation upon completion of the
Supervises the activities of the subsidiary

6.3 QC Inspector (on-site)

The QC Inspector at site

Verifies the quality of material and/or intermediate
Monitors the production of all products and/or intermediate
Inspects during all stages of the production
Verifies the quality of products and/or intermediate
Documents inspections and tests conducted on materials, products and/or intermediate
Maintains
Identifies risks and issues with

6.4 QC Inspector (off-site)

The QC Inspector off the project premises

Verifies the quality of material and/or intermediate
Monitors the production of all products and/or intermediate
Inspects during all stages of the production
Verifies the quality of products and/or intermediate
Documents inspections and tests conducted on materials, products and/or intermediate
Maintains
Identifies risks and issues with

6.5 QA Eng.

The QA Engineer

Contributes in process improvement
Establishes best
Develops and implements quality assurance
Ensures compliance to established processes and
Participates in project
Reviews project
Analyzes non-compliances and recommends
Contributes to change

6.6 QA Eng. (submittal review)

The Submittal Review Engineer

Receives and reviews submittals from sub-contractors and suppliers and checks completeness of the
Verifies that proposed materials and/or intermediate products are in accordance with the project requirements and
Marks deviations and either corrects them or comments or asks for re-submission if necessary (depends to severity of deviation).
Updates and communicates approved material
- Document Controller

7 Responsibility Assign Matrix (RAM)

SN	Task	Roles as described above
SN	Task	Project Mngr.	QA & QC Mngr.	C…	R	A	L
01	ACCOUNTING	L	X	A	R	C	L
02	CONSULTED	L	ü	A	A	C	L
03	INFORMATION	L	ü	A	R	C	L
04	COMMUNICATION	L	ü	A	L	A	L
05	MANAGEMENT	L	ü	A	R	L	L
06	RESPONSIBLE	L	ü	A	C	R	L
07	FUNCTIONAL	L	X	A	A	A	L
08	Environment manager	L	X	A	A	R	L
09	Claim manager	L	X	A	L	A	L
10	Financial manager (Bicudo & 2021).	L	ü	A	L	R	L

Key: R = Responsible for completing the task

A = Accountable for ensuring task completion, C = Consulted before any decision taken

I = Informed of taken decisions

Note: For each task only one role can be accountable.

8 Staffing management

8.1 Staff Acquisition

From where and how are you getting the resources?

8.2 Resource Calendar

The timeline when resources are required

8.3 Training

What trainings must be provided respective which skills need to be developed?

8.4 Performance Review

How and how often are you doing performance reviews?

8.5 Recognition and Rewards

Explain how you will recognize/reward team members

Project Closure and Post Implementation Report (Section) Project Name

Project Name:	Communication
Date:	10-12-2013	Version:
Author:
Project Sponsor:	Post-implementation report
Senior User::
Senior Supplier:

OVERVIEW

END PROJECT REPORT
- Performance against plans and tolerances

Target/Tolerance	Planned	Actual	Details
For best profit	Make the cost sheet first and the financial management	2 to 4 days to implement	Nothing
The project has no issues Good communication	Make a good communication we have the best communication skill, managers.	Implement in 10 days	Nothing
Management	Give the coaching for the manager	Implement in just 5 days	Nothing
Production	Make the products with the quality	15 to 20 days for implement	Need some time

Benefits delivered

Residual benefits

Changes

Project issues

Recommendations

POST PROJECT REVIEW

Date(s) for review

Responsibilities

Plan

FOLLOW-ON ACTIONS
- Open project issues

Issue ID:	Issue summary	Proposed action	Reason
Manger	We want the good management for the manager by the cant gives as.	Good	The manager is not skilled
General manager	The general manager is doing very good work	Very good	The skill of the general manager
Production manager	In the production, we see that the quality of the production is very good	Excellent	Skills
Stakeholders	The stakeholders can do communicate with as without any type of problem.	Excellent (Bizzi 2020).	Skills

Ongoing risks

Risk ID:	Risk summary	Proposed action	Reason
Legal	The legal risk is the risk of the financial	Need for the budget	Nothing
Environment	The pollution radiation is the noise, land	Need for the good environment	Nothing
Market	The market risk is the interest rate	Make the monopoly in the market	Nothing
Regulatory	Changes in the laws and the regulations	Need for the backup	Nothing (Clement 2014).

Handover/training needs

Other required activities

LESSONS LEARNED
- Report summary

Key areas for improvement

Lessons learned summary

Lesson No:	Situation Description	Outcome	Impact	Lesson Learned
1	Strategic planning	Positives		Good
2	Customer relationship management	Positives		Good
3	Balanced scorecard	Positives		Good
4	Benchmarking		Positives	Not good

Controls and tools

Lesson No.	Control/Tool Used	Positives	Negatives
1	Management	ü	X
2	Communication	ü	X
3	Production	ü	X
4	Sales	ü	X

References

Bicudo, E., Faulkner, A., & Li, P. (2021). Software, risks, and liabilities: ongoing and emergent issues in 3D bioprinting. Journal of Risk Research, 24(10), 1319-1334.

Bizzi, L. (2020). Should HR managers allow employees to use social media at work? Behavioral and motivational outcomes of employee blogging. The International Journal of Human Resource Management, 31(10), 1285-1312.

Clement, T. P. (2014). Authorship matrix: a rational approach to quantify individual contributions and responsibilities in multi-author scientific articles. Science and engineering ethics, 20(2), 345-361.

Ferrière, C., Zuël, N., Ewen, J. G., Jones, C. G., Tatayah, V., & Canessa, S. (2021). Assessing the risks of changing ongoing management of endangered species. Animal Conservation, 24(2), 153-160.

Lo, K., Macky, K., & Pio, E. (2015). The HR competency requirements for strategic and functional HR practitioners. The International Journal of Human Resource Management, 26(18), 2308-2328.

Miften, M., Olch, A., Mihailidis, D., Moran, J., Pawlicki, T., Molineu, A., … & Low, D. A. (2018). Tolerance limits and methodologies for IMRT measurement‐based verification QA: recommendations of AAPM Task Group No. 218. Medical physics, 45(4), e53-e83.

Snoeys, W., Rinella, G. A., Hillemanns, H., Kugathasan, T., Mager, M., Musa, L., … & Leitner, T. (2017). A process modification for CMOS monolithic active pixel sensors for enhanced depletion, timing performance and radiation tolerance. Nuclear Instruments and Methods in Physics Research Section A: Accelerators, Spectrometers, Detectors and Associated Equipment, 871, 90-96.

Question 1

Facts of the scenario

The scenario shows that John has purchased the theatre hall which was not in its best conditions. Because starting any operations in the hall, it is very necessary to repair some of the portion of the ceiling in order to start any operations in the hall. John has decided to replace total ceiling instead of repairing one portion as he has thought of replacing the ceiling with the raw materials that is better in comparison of the old one so that the operations can be better. The addition of the new ceiling, erecting the ceiling as well as cost of the raw materials will together cost in 210,000. It is estimated that is that one portion repairing will consists of the expense of 150,000. But John is concentrated on changing the entire ceiling that will help in improving the acoustics as well as the appearance of the hall. The scenario revolves around the income tax assessment act 1997 and needs detailed description of the allowable deductions for the purposes of income tax.

Relevant laws and cases

The determination of the deductions in terms of the income tax can be explained with the help of case law FCT v Western Suburbs Cinemas Ltd(1952) 5 AITR 300. This case law is helpful in making this clear as whether the expenses have incurred or they can be seen in capital character. As per the section 25-10 of the ITAA 1997 if a person has restored the ceiling or repaired, he/she is entitled to get deduction as per this section. Section 25-10 states that is the thing is completed changed or improved then that cannot be explained as repairs as the matter has gone beyond that. The case law W Thomas & Co Pty Ltd v FCT(1965) 9 AITR 710 states the scenario as restoring the effectiveness of the operations rather than creation of the exact thing in that form or material is imperative (Arnold, et al., 2019).

Application of laws and cases

According to the case laws and sections that have been applied it explains that the evaluation of the repairing of the ceiling can be done with the help of determination of the whether the ceiling consists of pieces that are worn out or replacing the flawed parts and correction of the same has been done is entitled of the deductions as per income tax act. Moreover, is the repaired and the improvement done is seen going beyond the matter of just repairs and the changes have been done completely, so in that case the deduction cannot be provided on the whole amount as it does not mean repairs, it means the complete change and installation of the ceiling in the hall (Zoepf, et al., 2018).

As per the income tax reasons, the allowable deduction will be on the following amount:

Repair cost that is estimated = 150,000

Total cost of repairs (actual) = 240,000

Deductions allowable on the amount = Total cost of repairs (actual) – Repair cost that is estimated

= 240,000 – 150,000

= 90,000

The amount that is liable to be deducted is 90,000 as it shows the costs that are in excess in comparison of costs that were expected for the repair. This amount of deduction is permitted as it is an additional expense. The owner of the hall will get the allowable deduction amount (Sachs, et al., 2012).

Conclusion

It can be seen that for improving the acoustics of the hall, 240,000 amount has been occurred. It is considered as capital amount. The estimated costs of repairs were 150,000. The deduction of the income tax will be entitled on the amount 90,000 as these are the additional expense. The taxable income of the owner will be decreased because of the deductions that are allowable as per the Income Tax Assessment Act 1997.

If the car is utilized for the business purpose, the total costs is deducted on the operations and the ownership. But the utilization of the car is happening for personal and business purposes both, then the deduction is done only of the utilization of the business cost. It is generally the amount of figure that is deductible on the expense of the car with the help of different methods that are actual expense method and mileage rate method. If both the methods qualify. The deduction figure can be chosen with the help of the method that provides with the larger deduction.

Actual expense method : For utilization of the actual expense method, determination of the operating costs related to the portion of the car in comparison of overall utilization of the car that is used for the use of business. It certainly consists of the Depreciation, lease, registration fees, insurance, repairs, oil, tire, gas and many attributable portions related to driving the car for business purposes.

Depreciation: This can be calculated with the help of the MACRS method that is utilized by the car owners for the depreciation of the car that is seen to be in service since the time.

Recordkeeping: The substantiate of the expenditure must be recorded with the help of the adequate record required by the law. The deduction of the car expenses that is self-employed is done as per the Schedule C (Form 1040) if the organization is a sole proprietorship company.

Standard Mileage Rate: It can be understood as a method that can help in deriving the expenses on the car used for business purposes. For this method:

The operations of the car cannot go up to 5 cars at the same time as it will lead to fleet operations.

The depreciation must not be claimed.

The deductions on car must not be claimed as per Section 179.

The special depreciation must not be claimed on the car allowance.

The actual expenses must not be claimed after the year 1997 related to the lease of the car.

There are other ways by which the deductions are availed as per the expenses of the car. That can be seen as follows:

With the help of charity contributions
If the car is hybrid of electric
Conversion of the automobile
Deduction of the business use expenses
Deduction of the fleets of small business
No reimbursement of the expenses of the business.

Question 2

With the help of the analyzation of the case study, it can be observed that the total assessable income, tax liability, taxable income, Medicare levy surcharge and Medicare levy is needed to be calculated.

Total assessable income can be described and explained as the sum of passive income and taxable wages.

Calculation of the Total assessable income:

Taxable income+ Passive income

= $ 109,000 + $ 7,000

= $ 116, 000

Taxable income can be described as the gross income portion on which the taxes will be applied. It includes unearned and earned income. It consists of certain deductions so it ultimately decreases. The calculation of the taxable income can be derived as subtracting the deductions from Total assessable income.

Calculation of the Taxable income:

= Total Taxable income – Deductions

= $ 116, 000 – $ 11,000

= $ 105, 000

Tax liability can be described the sum that is due on the income that is taxable. It is the sum that is needed to be paid to the authorities that are related to the particular department. It is the accountable income tax liability owed to the government.

Calculation of the Tax liability:

= (0.1* $ 105,000) + (0.2 * ( $ 105,000 – $ 37,000)

= (0.1* $ 105,000 + (0.2 * ( $ 105,000 – $ 37,000)

= $ 10,500 * $ 16,600

= 27, 100

Medicare levy can be understood as the levy or a tax that is paid on the taxable income. It reduces or decreases if the taxable income is less than the slab amount. So, situations do not even need levy to be paid. It is equals to almost 2% of the taxable income.

Calculation of the Medicare levy:

= 2% of Taxable income

= 2% of $ 105, 000

= 2/ 100 * $ 105, 000

= $ 2,100.

In Australia, Medicare Levy Surcharge can be observed as 1% of the taxable income.

Medicare levy surcharge can be explained as an additional tax that is deducted on the income that as it is not needed to be paid after a certain level of income.

Calculation of the Medicare levy surcharge:

= $ 105,000 * 1%

= $ 1,050.

According to the outcome, the due tax of Julia in the financial year 2021 – 2022 is as $ 27,000 as well as the Medicare Levy Surcharge is $1,050 and Medicare Levy is $ 2,100.

Note: The Medicare Levy Surcharge is only applied when taxpayer doesn’t consist of the coverage related to health insurance (Sammut, 2017).

References

Arnold, B.J., Ault, H.J. and Cooper, G. eds., 2019. Comparative income taxation: a structural analysis. Kluwer Law International BV. https://books.google.co.in/books?hl=en&lr=&id=WGfIDwAAQBAJ&oi=fnd&pg=PT20&dq=Income+Tax+Assessment+Act+1997+allowable+as+a+deduction+for+income+tax+purposes.&ots=cwYdrCPMDe&sig=f_UoJ2WjKb0WwuKQNKPR4tseQNU&redir_esc=y#v=onepage&q=Income%20Tax%20Assessment%20Act%201997%20allowable%20as%20a%20deduction%20for%20income%20tax%20purposes.&f=false

Sachs, H.M., Russell, C., Rogers, E. and Nadel, S., 2012. Depreciation: Impacts of Tax Policy. An ACEEE Working Paper, American Council for an Energy-‐Efficient Economy, Washington. https://www.aceee.org/sites/default/files/pdf/white-paper/depreciation-tax-paper.pdf

Sammut, J., 2017. Fiscal Fiction: The Real Medicare Levy. Centre for Independent Studies. https://www.cis.org.au/wp-content/uploads/2017/05/rr27.pdf

Zoepf, S.M., Chen, S., Adu, P. and Pozo, G., 2018. The economics of ride-hailing: Driver revenue, expenses and taxes. CEEPR WP, 5, pp.1-38. http://fuelandtiresaver.com/wp-content/uploads/2020/03/Zoepf_The-Economics-of-RideHialing_OriginalPdfFeb2018.pdf

SWOT is a miniature form for Strengths, Weaknesses, Opportunities and Threats. A SWOT analysis is a systematic way of doing business or these are the factors for any start-up plan which help in measuring the overall performance of the business, these are the factors help to know what the need of the business is and also for the evaluating the competitors and make business owner in a smarter and more precise way of thinking which make sure in the positive growth of the business (GURL, 2017).

SWOT has four parameters in which the first two parameters are strengths and weaknesses which are from a business point of view because these factors are internal factorsand influenced by internal factors of business like how team performs your business criteria reputation of the owner which means these depends on owner’s characters. The other two parameters are Opportunities and Threats which means these factors are external factors and influenced by external bodies which are not in your business it means that they are not in control of the organisation so can’t be changed accordingly like other successful businesses and competitors. Organisations have to adapt them for their sake of survival and existence and also for growth.

As an entrepreneur, before you start any start-up or business so you should make a perfect SWOT analysis because these factors impact the growth of a business positively or negatively before starting a business the SWOT factors should be in mind.

The first factor of SWOT is Strength, this is an important factor as this gives the motivation to do well as an entrepreneur what are the unique features that my business will have that affect your company in positive growth.

The second factor is Weaknesses this is also an important factor that I should about the weakness of my business and where it is lacking behind by knowing this I can improve and work on my business(GURL, 2017).

The third factor is Opportunities which means what are opportunities which are present in the market so that I can use these opportunities and make my business model accordingly and take advantage of the situations from which you are getting opportunities.

The last and the fourth factor of SWOT is Threat this also an important factor which means that we should keep in mind that what are the external factors that can be a threat to the business, like are my customer will be happy with a particular product and if there any regulations of the government that can affect our business (Teoli, et al., 2019).

References

GURL, E. (2017). SWOT analysis: A theoretical review.

https://demo.dspacedirect.org/handle/10673/792

Teoli, D., Sanvictores, T., & An, J. (2019). SWOT analysis.

https://europepmc.org/article/med/30725987

Business introduction and operation, service, or project

Woolworths Group Limited, a supermarket chain is an Australian public company. It derives its revenue from supermarket food and general merchandise sale (Van Kampen & Kirkham, 2020). It employs around 210000 people and operates 1076 stores in both Australia and New Zealand. It has 115000 employees in stores, centers of distribution, and support offices for providing customers quality service, value, range, and convenience. The company deals in the grocery and retail business. The business model that Woolworths follow is the Lean Retail Model (Kasanagottu & Bhattacharya, 2018).

Executive Summary

This report is elaborating about the procurement strategy of Woolsworth Company of Australia. it includes all the aspects of procurement strategy. Procurement objectives help in making the business profitable. Although it is a long process but if company does it effectively and with planning it can be easy. Procurement can be done by setting objectives and assessing the risk in advanced. Procurement targets should be achievable.

Procurement Objectives

Procurement objective	Description	Priority	Ranking	Discussion
Innovative approach	The innovative approach will aid in maximizing opportunities.	High	High	Innovation is the key to survival. sticking to the same old pattern wouldn’t give you anything. Customers will switch on to other brands if there would be nothing new in your given product.
A timely check over the market	To survive in the market it is important to maintain regular contact with the market.	High		For existing in the market, it is important to have an eye over the market and the competitors.
Supplying and delivering items on time.	Timely supply and delivery are a must for suppliers so that there would be no deficit of the product in the market. Whenever the customer needs the product will get it.	Medium		It is very important to be punctual and deliver items on time as it would hold the supplier and aid in maintaining good relations with them.
Innovation – outcomes	Innovation and its outcome would be considered for further improvement in the business practices.	Medium		Considering innovative outcomes would help in making future decisions.
Managing risks	A company should know how to deal with the prevailing risks and mitigate them for the smooth running of the business.	High		The ranking given is high because the management of risk will reduce the upcoming hurdles in executing and implementing the set project. For successful project implementation, it is important to manage the risks.
An idea of the estimated cost	A proper budget and proper estimation of cost should be done.	High		This is ranked high because it is important to manage the finances and work according to the given budget.
Certainty of time	There should be a specified time limit of the given target or project in which it would be completed.	High		Management of time and deadlines should be considered. As, there should be a given timeframe by which the task is being completed (Thai,2017).

Procurement Targets

Procurement Function	Description – how it can be achieved/how many/quality	Due date if applicable
Sourcing	The sourcing of data and raw materials from the market.	–
Negotiating terms	Provide a set quotation accordingly.	–
Purchasing items	Purchasing required items by considering all the required factors.	–
Receiving and inspecting goods	While receiving the product a proper inspection should be done to check if the product received is defective or not.	–
Keep records of all the steps in the process	It is important to maintain a record of all the processes and functions of procurement for mitigating any kind of risk and loopholes (Shin, et al.,2020).	–

Analyze key issue

Key Issue	Description	Technical solution
Managing expectations of the customer	Customers are the king of the market. The ultimate target audience should be satisfied. Therefore, it is important to meet their needs and demands.	Having regular market research and asking for customer feedback. Improving the quality of products and working on the feedback given by the customers. Asking suppliers about consumer behavior.
Mitigating risk	Mitigation of risk can be defined as how risk would be tackled and the plans to avoid them.	Making plans and identifying risks. A contingency plan could be made.
Maintain sustainability	Sustainability means optimum utilization of resources while keeping future generations in mind.	Customers are now aware of environmental issues. Maintaining sustainability is the demand of the present time
Maintain quality	It is important to maintain the quality of the product for getting the trust and faith of the customer in the brand.	Getting regular feedback from customers and suppliers for quality checks. Considering and implementing the required process if needed.
Manage suppliers	Managing suppliers and a regular check on them to maintain good communication.	By maintaining a proper communication with them.

Policy context

Government procurement is the process by which the government acquires the goods and services it needs by purchasing from commercial businesses. Since agencies of the government use taxpayer money, there are several regulations on how to use it properly and responsibly.

The process of acquiring goods and services through buying from commercial businesses by the government is called government procurement. There is plenty number of rules, regulation, and policies for the same. They are-

DFAT Procurement Policy

This policy has 2 acts-

The Public Governance, Performance and Accountability Act 2013 (PGPA Act)

The Commonwealth Procurement Rules (CPRs)

Aid Adviser Remuneration Framework

Untied aid

Australia Indonesia Partnership for Reconstruction and Development (AIPRD)

Debrief policy

Complaints Handling Policy

Market Analysis, supplier analysis, spend analysis

Part 4A: Market Analysis

Woolworth is a retail chain or a supermarket in Australia. Woolworths deals in various retail products like stationery, meat, vegetables, packed food, fruits, pet food, DVDs, magazines, etc. it also serves online naming Woolworths online which provides home deliveries. For doing its market analysis it is important to consider the economic, social, technological, and legal factors in mind. They can be explained as-

Economic Factors:

The economic factors have a huge impact on the company whenever the economy hits ups and downs so does the company. Otherwise, the company is doing well in the market.

Social Factors:

The influence of society plays a major role in the overall performance of the business. Keeping up with the expectation is the most important aspect of all the time for surviving in the market. Woolworth always maintains the social factors and works for the same. It often launches attractive and attention-grabbing schemes for customers to make them happy. So that company and customer both will be benefitted.

Technological Factors:

Technological factors positively affect the company. Woolworth always keeps up with the latest technology by considering all the required points in mind like incentives needed in technology, advancement in technology, research, and development, innovations in technology, market-specific technologies, etc. this company always get benefitted by using the latest technology.

Legal Factors:

It is very important to follow the necessary legal requirements while establishing a successful business in the market. Woolworth has always been aware of this factor and considers all the required legal and political factors in mind. The major legal requirements that are currently met by Woolworth group are-

Health and Safety Laws

Consumer Protection Laws

Anti-trust Laws

By maintaining legal requirements, it would be easy for a business to process smoothly without any barriers.

Environmental Factors:

Woolworth believes in considering the environment and saving it from getting affected. Customers are now preferring eco-friendly products. Woolworth, keeping all the environmental factors in mind works accordingly. Sustainability and producing environmentally friendly products is the new demand of the market (Brander, 2018).

Part 4B: Supplier Analysis

Project Service Delivery requirement

The factors that impact the procurement process are-

Analysis of market

Spend analysis

Needs analysis

Risk analysis

All of these facts are to be considered while making a procurement plan. If all of these factors are being established successfully then it can be said that the procurement process is achieved.

The critical factors which are responsible for project success are clearly conveyed to the respective shareholders.

It is important to address the foundational technologies, establish an end-to-end ownership process, and use external support wisely, maturing the key sourcing and areas of the procurement process which includes strategic sourcing, management of supplier relationship, and procure-to-pay.

The value for money can be measured by comparing it at the granular level which is the delivery cost of output (Spillan & Ling,2015).

Risk analysis

Identified Risk	Responsible	Likelihood	Impact	Mitigation Strategy
Operational risk	Management	High	High	Making separate management for managing operations and working on the area of improvement.
Competitors	External environment and the management for not keeping up with the market.	Medium	High	Keeping an eye on the market and working according to the needs and demands of the market.
Losing customers	Suppliers and management	Medium	High	By retaining customers through improved quality, providing a better experience of services, and increasing brand loyalty, and faith.
Sustainability	Management	High	High	Working on sustainability and implementing it in the working of the organization as it is high time to consider this factor. The government is also considering this factor (Majerník, et al.,2017).
Emerging technologies	IT department	High	Medium	To keep up with the advanced and new technologies and use the same.
Data breach	Employees	Medium	High	Maintaining strict confidentiality in the organization.

Agency capability and management arrangements

Woolworth follows three main principles-

Offering – Woolworth by putting customers as their first priority, and offering them what they want.

Growth- Woolworth believes in growth over time by using innovative techniques for meeting the expectations of the customers.

Efficiency- by proper management and organization of the lean retail model, this company believes in working efficiently.

The capability and the management of the company are basically customer-centered. The company uses an autocratic management style. It has a very strong brand identity and goodwill.

The company believes in providing the best experience to the customer for retaining them and working on the changing needs of the customers.

Procurement option evaluation process and outcomes

Evaluation criteria

Importance of

criteria

Ranking of Evaluation

Retaining Flexibility in operations

It is important to be flexible in the overall workings as it will allow the business in responding promptly and effectively to changing environment and which in turn aids in enhancing the overall performance of the business.

Medium

Managing risks by reducing costs.

Mitigating and managing risk is a highly considerable factor as it enables the ultimate success of the prevailing project. By assessing risk, it would become easy for the business to manage the workings and achieve the set targets. It would help in getting good profits.

High

Considering the timeframes.

Any business needs to consider the deadlines and deliver the products on time. One should be punctual in their workings.

High

Regular check over the market.

For better survival in the market, it is important to know what is the current market situation. For that, it is highly required to have an eye over the market.

Medium

Money value to implement the project.

There should be enough finance to make sure that the project would be completed. The budget should be followed strictly and a contingency plan should be made in case of any mishappening.

High

Using innovative techniques for each factor.	innovation aids in enabling a company to add more value to the respective business and ultimately aids in increasing revenue. It helps in keeping the business ahead of the competitors in the market.
Certainty of budget in comparison to the previous budget.	For a better understanding of finance, how to use it, and where to use it, a company must have a set budget plan. For further improvements, the budget should be compared with the previous budget for making further improvements.	Medium
Maintaining flexibility in the implementation process.	Flexibility in working makes employees feel more valued which aids in building trust, faith, and loyalty for the company. They will get motivated and would work more effectively and efficiently which will help in increasing revenue.	Medium
Managing stakeholders.	For gaining mutual understanding regarding the goals and expectations of all the parties included, it is important to manage the stakeholders. Maintaining good communication with them would help. It would ultimately help in getting a successful outcome (de Araújo, et al.,2017).	High

STAKEHOLDER ENGAGEMENT PLAN

Stakeholder Identification (Name/Title/Position)	Stakeholder Classification (Internal/External)	Assessment Information	Potential strategies for engagement – gaining support and reducing objections	Risks	Communication Strategy	Timing of Engagement
Budget owners	Internal	The budget owners figure outs the budget estimate by which there would be an assessment of projected funds of the company needed for the completion of a given project.	By consulting the finance team Keeping last year’s budget in mind Making contingency Plans. Make a budget keeping all the related issues in mind.	There could be a mishappening due to which the budget can be impacted. Incurring unwanted expenses exceeding the revere. The issues and the risks can be resolved by making a contingency plan and by stickiest to the set budget plan.	Setting targets. Justification for the budget made. Implementation of the action plan. Comparing feedback from actual outcomes.	The budget can be made quarterly. It can be made in a period of 6 months. It depends upon the company policies (Silvius & Schipper,2019).
Suppliers	External	The purpose of this assessment is to shortlist the best suppliers among all. Assessing and approving potential suppliers by doing qualitative and quantitative assessments is called supplier evaluation.	Maintaining good communication with suppliers. Regular check on them. Asking for feedback.	The behavior of suppliers with customers. Unaware suppliers. Lack of knowledge regarding the product.	Setting Clear Expectations to report and communicate things to Knowing about Parts of the company and telling them about theirs. Establishing Clear Measurement Required. Giving respect to their ideas and their time.	Regular checking up on them, especially while launching a new product.
Finance team	Internal	These policies often lack formal detail and institutionalization, and may not include best practices. It reflects how the finance team manages their department by maintaining adequate policies in most of the key areas.	Conducting regular meetings. Asking for feedback. Providing them with set targets to work accordingly.	Lacking formal details. Lack of institutionalization. Not including best practices required. A strong finance team should be made and a set target should be given for mitigating any future risk.	Prioritizing active listening and giving them chance to put their point of view. Considering their point of view. Knowing your audience. Whenever required communicate non-verbally.	Generally, finances are made annually but they can be made for a specific purpose (Smith, 2017).

References

Brander, C. (2018). Market Analysis for New Potatoes Varieties.

de Araújo, M. C. B., Alencar, L. H., & de Miranda Mota, C. M. (2017). Project procurement management: A structured literature review. International Journal of Project Management, 35(3), 353-377.

Kasanagottu, S., & Bhattacharya, S. (2018). A Review of Metro, Target, & Woolworths Global Business Strategy. International Journal of Mechanical Engineering and Technology, 9(7).

Majerník, M., Daneshjo, N., Chovancová, J., & Sanciová, G. (2017). Modelling the process of green public procurement. TEM Journal, 6(2), 272.

Shin, K., Yeo, Y., & Lee, J. D. (2020). Revitalizing the concept of public procurement for innovation (PPI) from a systemic perspective: objectives, policy types, and impact mechanisms. Systemic Practice and Action Research, 33(2), 187-211.

Silvius, G., & Schipper, R. (2019). Planning project stakeholder engagement from a sustainable development perspective. Administrative Sciences, 9(2), 46.

Smith, P. A. (2017). Stakeholder engagement framework. Information & Security, 38, 35-45.

Spillan, J. E., & Ling, H. G. (2015). Woolworths: An Adizes corporate lifecycle perspective. In Business History Conference. Business and Economic History On-Line: Papers Presented at the BHC Annual Meeting (Vol. 13, p. 1). Business History Conference.

Thai, K. V. (2017). Global public procurement theories and practices: An introduction. In Global Public Procurement Theories and Practices (pp. 1-14). Springer, Cham.

Van Kampen, T., & Kirkham, R. (2020). Assessment of the Supermarkets and Grocery Stores Sector in Australia: A Case Study of Woolworths and Coles using DEA and VAIC™. Journal of New Business Ideas & Trends, 18(1), 1-11.

1. Introduction

If a function can undo the operation of any other function then the function that “undo” another function is called the inverse function of that function. The inverse function of a function f(x) is denoted by “f^-1(x)”. To be an inverse function the function needs to be Onto and One-One. For example, if a function f(x) = 3x, which triples the number which is provided as input, then the inverse of this function has to make it one third to get the input back. Therefore, f^-1(x) = x/3. Two functions g(x) and f(x) are inverses of one another, then “g(x) = y only if f(y)=x”.

g(f(x)) = x.

This report on the use of inverse function in information technology is discussed with the help of three pieces of literature. Then a flowchart has been created to implement the application of inverse function in computer programs. An algorithm is developed for the inverse and then test it for two inputs.

2. References of three articles

Ikram, M., Susanto, H. and Purwanto, I., 2020, August. Did Undergraduate Students Really Establish Reversible Reasoning When Faced With Inverse Function Problem Situations?. In SEMANTIK Conference of Mathematics Education (SEMANTIK 2019) (pp. 27-33). Atlantis Press. Available from: https://www.atlantis-press.com/article/125944183.pdf [Available at: 10/05/2022]
Lawson, J., 2020. An inverse function theorem converse. Journal of Mathematical Analysis and Applications, 486(2), p.123913. Available from: https://arxiv.org/pdf/1812.03561 [Available at: 10/05/2022]
Emmanuel Eziokwu, C., 2020. On The Inverse Function Theorem and its Generalization in the Unitary Space. Asian Journal of Mathematical Sciences. Available from: https://www.researchgate.net/profile/Emmanuel-Eziokwu/publication/346443810_On_The_Inverse_Function_Theorem_and_its_Generalization_in_the_Unitary_Space/links/5fc24ac0a6fdcc6cc6782463/On-The-Inverse-Function-Theorem-and-its-Generalization-in-the-Unitary-Space.pdf [Available at: 10/05/2022]

3. Literature review

Ikram et al. 2020 investigate reversible reasoning, especially the mental actions of students in the problem-solving of an inverse function. The reversible thinking of several high-achieving students at the undergraduate level is compared in this given scenario. These students had previously been examined on their comprehension of component functioning. Data gathered via think loudly and clinical conversations indicate tactics employed by respondents in order to trace directly to the original function. When dealing with inverse function issues, 3 undergraduate students demonstrate diverse reversible logic models, which include reversible inflexible, analytical, and divergent strategies. Further research on strengthening the understanding and legitimacy of bidirectional reasoning as an important tool for students and teachers in classroom practice is suggested.
Lawson (2020) established a convers function of the well-known inverse function theorem. If “g: U V and F: V U” be the homeomorphisms among the open subsets of the Branch spaces. If function g is differentiable at class and function f is locally Lipschitz, then Frechet Derivative of g at every point of the U is invertible as well as f have to be differentiable at class .
According to Emmanuel Eziokwu (2020), the inverse function theorem influence the Branch space for R. this paper mainly focus on the concept of inverse function theorem. This theory mainly helps to detect that the inverse function able to hold Rn. the unitary space mainly holds the establishment process that can extend to Cn. It will help to generalize the unitary space.

4. Application in information technology

There are various applications of inverse function in information technology. With the help of the concept of the inverse function, various data and information can be traced (Stănică and Geary, 2021). By applying inverse function in the information technology cause can be deduced from the effect. The inverse function can be used in machine learning, computer vision, medical imaging, and remote sensing.

Imaging

With the help of the concept of an inverse function, an original image can be generated. The mapping of an image to quantities from the quantities is known as the forward problem. With the help of different physical theory, the details of the forward problem can be found. The mapping of actual data from the image is given through the relation Y = A(x) + n. Then the inverse problem is the findings of the original image from knowledge of forward problem and given data. For example with the help of inverse function in information technology, an original image can be found from a blurred or damaged image.

5. Description of this choice

The inverse function is not only confined to the mathematics or computer language, it has a different use in everyday life. From real-life activity to the technology can activity it has a significant application. In our daily life, there are different activities that can be explained and solved through the inverse function, such with the help of the inverse function temperature of an object is possible to change from Fahrenheit to Celsius or vice versa. For the huge application of inverse function in real life and how it is applied in information technology to deduce the cause from effect, the universe function has been chosen for this report.

6. Flowchart

Let a function f(x) = 3x + 5, then the below diagram represents the flow chart of inverse function of f(x) i.e. f^-1(x).

Figure 1: Flow chart

(Source: self-created in draw.io)

7. Algorithm

Replace f(x) by y
Swap y and x
Solve for y
Replace y with f^-1(x)

8. Algorithm test

1) Input , f(x) = 3x + 5

Step 1: y = 3x +5

Step 2: x = 3y +5

Step 3:

3y = x-5

Or, y = (x-5)/3

Step 4: f^-1(x) = (x-5)/3

2) Input = f(x) = 4x -2

Step 1: y = 4x -2

Step 2: x = 4y – 2

Step 3:

4y = x + 2

Y = (x+2)/4

Step 4: f^-1(x) = (x+2)/4

9. Conclusion

The function which undoes the operation of a function is called the inverse function. To get the inverse function one function has to be bijective and onto. In information technology, the inverse function has several uses. Various data and information may be tracked using the notion of the inverse function. An original picture can be recovered from a blurred or damaged image using the inverse function in information technology. The universe function was chosen for this research because of the vast use of the inverse function in real life and how it is used in information technology to discern cause from effect.

10. Statement about group contribution

Within a group, we need to be participative. Participation in the group will help to develop my team management skills. I need to be specific with my work. If required help I need to ask for help from my team. I need to focus on building good communication with the team.

References

Journals

Aaftab V, M. and Sharma, M., 2021. OGGN: A Novel Generalized Oracle Guided Generative Architecture for Modelling Inverse Function of Artificial Neural Networks. arXiv preprint arXiv:2104.03935.

Emmanuel Eziokwu, C., 2020. On The Inverse Function Theorem and its Generalization in the Unitary Space. Asian Journal of Mathematical Sciences.

IKRAM, M., PARTA, I.N. and SUSANTO, H., 2020. Exploring the Potential Role of Reversible Reasoning: Cognitive Research on Inverse Function Problems in Mathematics. Journal for the Education of Gifted Young Scientists, 8(1), pp.591-611.

Lawson, J., 2020. An inverse function theorem converse. Journal of Mathematical Analysis and Applications, 486(2), p.123913.

Stănică, P. and Geary, A., 2021. The c-differential behavior of the inverse function under the EA-equivalence. Cryptography and Communications, 13(2), pp.295-306.

Customer Satisfaction in Hospitality Industry

Red Rock Venues and Events is the best Hospitality Company in Australia

It is located at South Melbourne, Victoria. It is founded in 1986. It is privately held. It consists of 1001 to 5000 employees. Their specialties are in pubs, restaurants, bars, boutifunctionstion etc.

Checklist for ensuring a valid reliable evaluation process-

First impressions- First impression is the last impression. So if first impression is good then the customer is more likely feels satisfied. So the first face-to-face interaction with customer encounter with hotel (Manhas & Tukamushaba, 2015).

Positive customer services factors- Positive customer factors like provide them best services. Prices of services should be rateable. Quality of service also plays a very important role in positive customer service factor.

Negative customer services factors- It affects the growth of business. As ultimate goal of every business is satisfaction of customer. Increase in price, low quality of product, non-delivery of services etc. are the factors of negative customer services.

Product offered vs. customer needs- In order to maintain good customer satisfaction it is very important to provide good quality product and provide goods according to needs of customer. It also helps in growth of business (Sánchez, et al., 2014).

Environment – Environment include political environment, cultural environment and technological factors. The hospitality industry affect the by change in any of these factors.

Professionalism of staff and presentation- Professionalism in staff increases the quality of services. Professional staff reduces the cost and increase the quality of services also.

Response times- The time elapsed between receiving an inquiry and spending response. Response time is the time required to transmit the inquiry and to process it (Styles, et al., 2015).

Service guarantees- It is a marketing tool that check the level of services provided by customer. Service guarantee helps in customer satisfaction.

Pricing guarantees- Pricing play a vital role in hospitality industry as all the services and product sales depends on pricing. Price should be rateable and quality of product should be provided at reasonable price.

Product quality- Quality of product plays a very important role in hospitality industry in customer satisfaction. Quality of product should be as the expectation of customer.

Document presentation standards- This means that to set the procedure to process the documents. This means that set the procedure which involves the document development and software tools.

Research may include

Talking to customers- It includes to talk with customer listening up them. Ask questions to them about the services and taking feedback from them. So that we can improve the our quality of product (Brandon-Jones et al., 2016).
Qualitative or quantitative research- Qualitative methods of research increase the understanding level of customers and employees. Quantitative research includes to examine the number of customer satisfaction how customer visit the hotel in a month or in a year. Helps in finding ways to improve the number of customers.
Seeking feedback from services delivery colleagues- Taking feedback from colleagues helps to find ways to improve the ways and strategies so that one can maximise the satisfaction of customer.
Analysis of competitive environment- Competitive environment includes the factors which affect the growth and development of hospitality industry. Technological adaption also play a vital role in competitive environment (Varelas & Georgopoulos, 2017).
Analysis of industry and market trends- This helps in finding ways to stable in market and make ways to improve the quality of product and services provide to customers.

Findings

By writing report we finds that the following points are need to be consider in evaluation process of hospitality services related business-

Talking with customers plays an important role in customer satisfaction. As first impression is the last impression. Competitive environment also play an important role in hospitality sector as there are many factors which affect the growth of hospitality industry. Positive customer review is also important as ultimate goal of hospitality industry is the satisfaction of customers. There are also many factors which should be consider like qualitative or quantitative research, analysis of industry and market trends, make product according to customer needs etc. are the factors which need to be consider for successful hospitality service related business.

Suggestion

1 To make best use of technology for customer satisfaction.

2 To make product according to customer needs.

3 To offer good quality product to the customer at reasonable prices.

4 To make best use of resources available resources.

5 To appoint specialist and experienced staff to that they can provide best services.

Assessment 2

Policies and procedures for implementing the customer services and standards

In this process, the customer address sends thee written codes of conduct that give the employee guidelines to follow the different kinds of services. Like you have the policy to give the all answers to the customer’s questions and deal with refunds in a specific manner.

In this, all company provides the same product and services. but the good customer is the only one who can give their customer consistently good services. In the terms of may carry air strictness in the reality, they are found the real success, and they grab the extraordinary customer support. In this, the customer services are provided to give the support team a clear rulebook for the great customer services policy and how to craft the one specific policy (Park, et al., 2019).

The customer service and policy help the employee to help their team with the routine practice such as they find the quickest way to find out the most effective way to find out easily. In this, they need to help you for improving the customer services continuously and keep the operation as effective and organized as they can possible (Park, et al., 2019).

On this, they need to keep the service raps and other related information on the same page. When the situation arises, they need to keep all the customers on the same page.

In this, with your policy, your need to know the experienced consistent support regardless of the related channel they used and who they talk to. We need to know with the customer what the thing they can expect from us.

They need to send the important benchmark stone, if the customer services also include the standards of services to be met, with the needed and important benchmark and metrics. When a specific solution is commonly agreed upon the whole team knows that they should aim for what and what will things and aims they want to achieve.

The last and most important in this is you need to give all the customer policies peaceful and cured based on the company’s capacity to do things positively. They need to do an agreement and disagreement on what means they provide good customer service (Park, et al., 2019).

They need to look for the given three different business areas

Front of house – in this part of the business, they are covered thee restaurant and the hotel where thee employees deal directly within the customer. In this front house service is ultra-efficient and observant, yet the human and personable, with the help of the employees of a restaurant and hotel, etc. This department is officially hired for the guest-facing, they are worked directly with the guest and keep the operations to check-ins and check-outs. Due to this the front of house employees keep the often work win sift and they divide their work into two shifts. Due to the double shift too, the employee is always available to help the guest whenever they need assistance (Bseiso, 2020).

Telephonic communication- we can define telephonic communication as a way to keep the exchange of information between the two persons over the telephone. It is not considered as the face to face communication but it is rather a person-to-person communication when both o are not able to see each other but hear each other and hear the other person’s needs and they are got interact easily (da Silva Schulz, et al., 2020).

Complaint handling- if the customer was not satisfied with your services and they are got aggressive so you need to make the argument calm and offer them some water and asked them what kind of mistake we are doing and what the customer wants to do with their issue.

Firstly, you need to apologize for your mistake

You need to listen to their complaint carefully.

Avoid unnecessary arguments and calm the customer with your pleasant voice.

Make sure your body language is not aggressive.

Comfort them with the best offerings (Javornik, et al., 2020).

A well thought out customer service and expectations

The customer services have is to feel heard by the customer and appreciate the customer with the good services and they feel appreciated and valued. in this, the customer spends their hard-earned money for going to be appreciated and valued. the customer is grabbing the more choices and more than ever, again this all goes to show they are higher than ever (Ho, et al., 2020).

To feel heard and appreciated- they need to always becomes a transaction. For various types of the customer in the industry they are trying to shake the hands for their comfort, so you had a responsibility to provide the comfort.

You need to solve the problem they are facing in your place.

They are trusting you to solve their issue and you also need to ask them about their needs.

They need to do the payment, not for only the services they are taking from you but they also want the vote and the confidence that you are the right choice for them.

That is a reason when a particular solution is arise and when they need to reach out to you. It can you need to feel thee personal. In these given cases, what they want is that you are here to hear their issue and solved it. Because it is more important to listen to them and give them the right solution and resolve as long you are getting set the eight expectations to them (Luo, et al., 2021).

For the process, they feel without friction and easy– the image you are the aspiring towards the finish line and then you find and keep the encounter of the unexpected hurdle. You are got the leap over it, and you want to dispute your movement when you reached your target again, in this case, they need to fulfill their losing speed. Once you hit your target again the second target is going to be put in front of you, and once again you are going to dispute your run.

During this time the runner is working towards the ethical goals, creating the personal goals, and needs to grab the medal or trophy. As same the customer who had an option to keep users of thee alternative product so they don’t have the same motivation, so each of the roadblocks they can encounter is one more cause distress in the journey towards the customer.

To see the action are regarding the issue and request– it is not the satisfying thing to be friends with someone and empathic with the customer is, the, you should be able to listen their we fact related to the manner that they reach for the particular reason. In most of these, you should need to do their issue and hear their reasons. In most cases should be able to listen to their issue and addresses their questions. Or solve their issues. in this case, you can’t do the thing when the customer is not expected you to should take the action. when you are not able to give them a satisfied to find the solution in this, you can

Give the needed solution for their problem.

Give the knowledge regarding their plotting that are the motion for the issue.

You need to give their concerns to the proper solution to keep the improvement in the future (Luo, et al., 2021).

Action to be find quickly- 67% of the different-different is keeping the highest needs to the exact persons service to be the faster and furious. In this digital age of one-click buy and instant messaging, instant answers is the way to influence customer behaviour Businesses have a faster way to grab it. For example, 36% of the companies and workplaces are given the real times customer insight to empower the staff and keep the resolution of the issue better and quickly.

This all communication is taking place on the particular channel is needed helpful for them- the day to find the company over the phone is over as the business increases the many channels they are resented on. now the servicing of customers the strategy is might be to encompass the multiple channels, such as the chat, e-mail, social media messages, knowledge base, and SMS, As the customer gets used to the level of the starched from the other expertise it will become the more needed when to implement in your own business.

Why is meeting these types of expectations important?

As the expectation is going to be the changes and it is more needed , it is far easier to do with the short of customers’ with. Only 3% of the customers are thinking that customer service is not an important topic when they are making a purchasing decision, and the 92% of customers are is not able to purchase with the company that they are having the poor customer satisfaction and stop purchasing they’re after the 3 poor examinees and keep thee advanced expectations fall to connect with them and have a big effect on your bottom line (Luo, et al., 2021).

Policies and the procedure for monitoring the customer services satisfaction in your organization

It can be difficult to be objective in evaluating your customer’s happiness, thankfully the customer happiness to manage the customer and the satisfaction can be answered the more preciousness than you might think.

major factors the customer satisfaction is customer loyalty and happiness. In this, you need to find out the wealth of the options at dissatisfied customers’ disposal they need to take their business elsewhere after a bad experience wake. To figure out the measure the customer satisfaction is needed it can be both an indicator of growth and a warning measure against the churn (Luo, et al., 2021).

Assessment 3

Date- 21-05-2022

Time- 10:00 am

Duration- 30 min.

Agenda-Staff interaction meeting.

Attendees- Manager & staff members.

Venue- Meeting hall.

Manager- hello all, good morning.

All staff members- good morning sir.

Manager- we are here to discuss the management of our hispidity organization and do some improvements implementations in it.

All staff members- yes, sir.

Manager: So, we are starting our discussion with the improvement and include some facilities in our organization. As a manager reservation, we have a responsibility to create a portfolio of the hotel and give general information about the hotel to the client when they come. We need to manage the customer relations with the.

Staff member 1- if the customer was not satisfied with your services and they are got aggressive so you need to make the argument calm and offer them some water and asked them what kind of mistake we are doing and what the customer wants to do with their issue. Staff member 2- Sir what are the new implementations we are done in the organization.

Manager- our first need is to decide the concept of our organization. The second one is we are creating a full and organized business for this and creating a marketing plan and also, we provide the economical service too. This as well as the operational cost of the organization. We also provide good customer service to them.

Staff member3 – what are the things we need to improve to manage the waiting time of customers?

Manager: we need to do more hiring in the reception it helps to manage the time of the customer and also helps to deduct the workload on the particular person who is available in the reception at the same time.

Staff member 1- how can we be able to solve the issue of the clients and how can we be able to do friends with them?

Manager- it is not the satisfying thing t be friends with someone and be empathic with the customer is, you should be able to listen to their facts of the manner that they reach out for this particular reason. In most of these, you should be able to solve their issue and hear their reasons.

Staff member 4- How can we are handling the complaint of the customer, because the customer was doing aggressive behaviour with us?

Manager- if the customer was not satisfied with your services and they are got aggressive so you need to make the argument calm and offer them some water and asked them what kind of mistake we are doing and what the customer wants to do with their issue.

Staff member 5- what kind of services do they expect to form us?

All staff members- ok sir.

Manager– I hope you all enjoyed the meeting and understand the meeting concept in this you will take action n all the point and always gives full attention to your customer.

All staff- ok sir, we work for it.

Manager: thank you team, bye.

All staff members: ok sir, bye.

References

Brandon-Jones, A., Lewis, M., Verma, R., & Walsman, M. C. (2016). Examining the characteristics and managerial challenges of professional services: An empirical study of management consultancy in the travel, tourism, and hospitality sector. Journal of operations management, 42, 9-24.

Bseiso, D. N. M. (2020). The impact of psychological empowerment on the service quality of front-of-house staff in the Jordanian hotel sector. University of Salford (United Kingdom).

da Silva Schulz, R., Santana, R. F., Dos Santos, C. T. B., Faleiro, T. B., do Amaral Passarella’s, D. M., Hercules, A. B. S., & do Carmo, T. G. (2020). Telephonic nursing intervention for laparoscopic cholecystectomy and hernia repair: A randomized controlled study. BMC nursing, 19(1), 1-9.

Ho, T. H., Tojib, D., & Tsarenko, Y. (2020). Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?. International Journal of Hospitality Management, 87, 102501.

Javornik, A., Filieri, R., & Gumann, R. (2020). “Don’t forget that others are watching, too!” the effect of conversational human voice and reply length on observers’ perceptions of complaint handling in social media. Journal of Interactive Marketing, 50, 100-119.

Luo, J. M., Vu, H. Q., Li, G., & Law, R. (2021). Understanding service attributes of robot hotels: A sentiment analysis of customer online reviews. International Journal of Hospitality Management, 98, 103032.

Manhas, P. S., & Tukamushaba, E. K. (2015). Understanding service experience and its impact on brand image in hospitality sector. International Journal of Hospitality Management, 45, 77-87.

Park, H., Kline, S. F., Kim, J., Almanza, B., & Ma, J. (2019). Does hotel cleanliness correlate with surfaces guests contact?. International Journal of Contemporary Hospitality Management.

Sánchez-Ollero, J. L., García-Pozo, A., & Marchante-Mera, A. (2014). How does respect for the environment affect final prices in the hospitality sector? A hedonic pricing approach. Cornell Hospitality Quarterly, 55(1), 31-39.

Styles, D., Schoenberger, H., & Galvez-Martos, J. L. (2015). Water management in the European hospitality sector: Best practice, performance benchmarks and improvement potential. Tourism Management, 46, 187-202.

Varelas, S., & Georgopoulos, N. (2017). Porter’s competitive forces in the modern globalized hospitality sector–the case of a Greek tourism destination. J Tour Res, 18, 121-131.

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