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1. Introduction
Welcome to the learner’s guide for this unit of competency for the qualification BSB50320 Diploma of Human
Resource Management. This guide provides you with essential information on competency standards, delivery
plan and schedule, assessment plan, assessment tasks and learning resources for this unit of competency.
The purpose of this learner’s guide is to:
 Provide you with information on delivery schedule and plan of this unit
 Ensure that you understand how students will be assessed in this unit
 Provide information on assessment methods, strategies, and evidence requirements
 Provide information on learning activities and assessment tasks
 List resources which may assist in student learning and assessment tasks

2. Unit Overview
This unit describes the skills and knowledge required to develop and monitor the implementation of
operational plans to support efficient and effective workplace practices and organizational productivity and
profitability.
The unit applies to individuals who manage the work of others and operate within the parameters of a broader
strategic and/or business plans.
Learning Outcomes
On successful completion of this unit, the learner/trainee will be able to;
 Establish operational plan
 Manage resource acquisition
 Monitor and review operational performance
As well as demonstrating the performance criteria, to be assessed as competent, the learner must demonstrate
their ability to apply the required knowledge and skills in a range of situations. These are summarized in the
Competency Standards section below.
Prerequisite Requirements
This unit does not have a pre-requisite.
Skill Recognition and Credit Transfer
Appropriate credit(s) may be granted to eligible students against each unit of competency on presentation of
evidence of successful completion of the same unit in an equivalent or higher qualification. Under the
Australian Qualifications Framework, this qualification recognises competencies achieved as part of a
Nationally Recognised Qualification from other institutes or universities.
Students may also apply for Recognition of Prior Learning (RPL) by providing evidence that they have the
required skills and knowledge in the specific areas of competency through work/industry experience and/or
completed eligible assessments in equivalent or higher qualification.

3. Competency Standards
This unit is derived from the Business Service training package, BSB for the qualification BSB50320 Diploma
of Human Resource Management.
Competency standards for this unit are made up of unit descriptor (As provided in the Unit Overview),
performance criteria, required skills, required knowledge, embedded employability skills components,
assessment requirements and evidence guide.
They can also be viewed at:
View Unit
The learners must familiarize themselves with all the competency requirements for this unit of competency and
ensure that they have received all the relevant information and support from the trainer and assessor that might
be detrimental to their academic performance and outcomes.
AQF Descriptor
The Diploma qualifies individuals who apply specialized knowledge in a range of contexts to undertake
advanced skilled or paraprofessional work and as a pathway for further learning. Graduates of a Diploma will
have specialized and integrated technical and theoretical knowledge with depth within one or more fields of
work and learning.
Graduates at this level will have a broad range of cognitive, technical and communication skills to select and
apply methods and technologies to:
 Analyze information to complete a range of activities
 Interpret and transmit solutions to unpredictable and sometimes complex problems
 Transmit information and skills to others
Graduates at this level will apply knowledge and skills to demonstrate autonomy, judgement and defined
responsibility in contexts that are subject to change and within broad parameters to provide specialist advice
and functions.

The following performance criteria specify the required level of performance for each of the elements of
competency:

Element Performance
Criteria

1. Establish operational plan

1.1 Research, analyze and document resource requirements
1.2 Develop operational plan in consultation with, and with
approval from, relevant stakeholders
1.3 Develop contingencies for operational plan
1.4 Explain plan to relevant work teams

2. Manage resource acquisition

2.1 Confirm that employees are recruited and inducted
according to the organization’s human resources management
policies, practices and procedures
2.2 Confirm that physical resources and services are acquired
according to the organization’s policies, practices and
procedures
2.3 Identify and incorporate requirements for intellectual
property rights and responsibilities related to acquisition of
resources

3. Monitor and review operational
performance

3.1 Assess progress of operational plan in achieving profit and
productivity plans and targets
3.2 Identify areas of under-performance, recommend solutions
and rectify the situation
3.3 Plan and implement relevant processes for ongoing
monitoring and confirm that support is provided for individuals
and teams
3.4 Negotiate recommendations for variations to operational
plans and gain approval from designated persons

Performance Evidence
Evidence of the ability to:
 Manage an operational plan for at least one business or work area.
In the course of the above, the candidate must:
 Develop and implement an operational plan using a variety of information sources and consultation
including:
o Resource requirements
o Key performance indicators
o Monitoring processes
o Contingency plans
 Communicate with stakeholders to explain the plan and supporting information, seek approvals,
negotiate variations and engage work teams
 Confirm existence of relevant strategies, including strategies relating to:
o Recruiting, inducting and developing personnel
o Acquiring physical resources and services
o Protecting intellectual property
o Making variations to the plan
o Monitoring and documenting performance.

Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
 Stakeholders involved in development and management of operations plan including escalation points,
colleagues and specialist resource managers
 Key information sources for proposal development and presentation including resource requirement
specialists
 Consultation processes
 Content of operational plans, including:
o Procurement processes
o Employee recruitment and induction strategies
o Physical resource and service acquisition strategies
o Key indicators of organizational performance
 Budget and actual financial relating to profit and productivity
 Methods for preparing operational plans and contingency plans
 Role of an operational plan in achieving an organization’s objectives
 Procedures and records associated with documenting performance
 Approaches for developing key performance indicators to meet business objectives
 Legislative and regulatory framework relating to the development and implementation of operational plan of
the organization, including:
o Fair trading laws
o Work health and safety

 Organizational policies, practices and procedures that relate to the operational plan.

4. Delivery Plan
Delivery is in the form of instructor-led, classroom-based training sessions supported by simulated learning
and/or project sessions. Within the classroom environment, delivery is supported by classroom-based activities,
tasks, lectures and structured lessons. Strategies for classroom-based learning focus on development of skills and
underpinning knowledge through practice, formative tasks, interaction, discussion, reading, feedback, and
practical examples of the theory.
Delivery Arrangement
The unit will be delivered over a prescribed period (term/semester) in a class-room training environment
through a structured learning program comprising of (but not limited to) lectures, presentations, case studies,
practical projects, discussion and classroom-based activities. Delivery schedule of this unit of competency is
provided at the beginning of this guide. Timetables will be advised at the beginning of each academic term and
posted on the notice board and college’s website.
It is expected that training/learning sessions will incorporate collaborative activities and tasks that are relevant
to the learning and evidence outcomes in this unit. The emphasis of learning, where possible, will be on linking
theoretical concepts and models with real-life situations to provide the learners with an opportunity to gain an
insight into key technological processes, professional environment and workplace practices.
Delivery Conditions
 Learners are required to attend the prescribed delivery sessions, in particular where assessment plan,
schedule, projects, and in-class activities and tasks are planned
 On commencement, the learners should review and understand all the course related information
including course structure, prerequisites and competency requirements for each unit of competency
 This unit of competency must be completed within the prescribed duration at the beginning of this
document. Due dates for the assessments will be set by respective assessors on commencement of the
unit and must be adhered to by all the learners
 The learners have the responsibility to maintain the required attendance and participate in all the in-
class activities and assessment/project tasks to be able to develop the required skills and knowledge.
 The learners must keep record of their activities, assessments and research and take an active
interest in exploring new concepts and ideas
 On expiry of the prescribed due dates for assessment, the learners will not be able to attempt any
assessments or the learning materials and must apply for a course extension. Learners should also
refer to other prevailing terms and conditions of delivery and assessment of this course and contact
the administration for further information if required.
Lesson Topics and Plan
The following lesson plans are planned for this unit. According to session times, trainers may expand these
lesson plans into their own session plans. Trainers must take a special note of the activities planned in the right-
hand column. These activities form part of “Formative Assessments”. The formative assessments are not
marked (assessed) but they contribute towards learning that prepares them for summative tasks.
The following topics are covered in the classroom training sessions.

The topics for this unit include; Lesson Topics Activities

1 Unit overview, assessment process, assessment conditions, resources Key
definitions and concepts
What are operational plans: Examples
Why operational plan?
Relevance of operational plans to other plans of the organization
Components of an operational plan
Models and methods for operational plans: Examples

Search and internet and
download sample operational
plans: Review and
understand the structure

Purpose and objectives of an operational plan
Difference between an operational and a strategic plan
Developing purpose and objectives
Defining outcomes
Identifying activities/actions to be delivered
Developing implementation schedules
Identifying and allocating resources
Developing an operational budget
Monitoring and maintaining the plan
Real-life examples and discussion

Review of two contrasting
operational plans: Discuss
specific models and methods
Develop strategies for
addressing resource
requirements

Analyze and document resource requirements
Understanding organizational consultation, feedback and approval
processes
Developing KPIs to measure operational performance
Identifying and remedying under-performing areas
Developing and implementing HR strategies
Developing and implementing strategies to acquire and use resources
Copyright and intellectual property
How to maintain copyright
How to meet copyright requirements

Example: KPIs to measure
organizational performance
Describe budgetary processes
in organization’s
Discuss examples and forms
of IP

Understanding budgeting processes
Forecast Vs. actual budgets
Alternative approaches to improving resource usage
Eliminating resource inefficiencies and waste
Developing contingency plans

Develop a budget for a simple
operation: Training session,
camping

Developing mentoring and coaching skills to work with people with poor
performance
Developing planning and organizational skills
Developing in-house or organizational training plans
Evaluating operational plans and writing performance reports

Case Study discussion:
Training and Development at
TESCO Review and revision
Learner example A
Unit Evaluation

Assessment follow up and
feedback

Suggested Learner Resources
Slack N., Brandon-Jones A. and Johnston R., 2016, Operations Management, Pearson
Slack N., Brandon-Jones A. and Johnston R., 2018, Essentials of Operations Management, Pearson

Other Resources and Readings
Krajewski L. J. et. al., 2018, Operations Management: Processes and Supply Chains, Global Edition, Pearson
Baxter R., 2016, Operational Excellence Handbook: A Must Have for Those Embarking on a Journey of
Transformation and Continuous Improvement, Lulu.com
Ford B. R., Bornstein J. M., Pruitt P. T., Young E., 2010, The Ernst & Young Business Plan Guide (3rd Ed.,). Wiley
Inc The Staff of Entrepreneur Media, 2015, Write Your Business Plan: Get Your Plan in Place and Your
Business off the Ground, Entrepreneur Press
Strategy, Policy and Operational Planning: http://researchbank.swinburne.edu.au/vital/access/manager/Repository/swin:174
Business and Operational Plan Examples: http://www.ontla.on.ca/library/repository/mon/14000/261267.pdf

Referencing Guide
Harvard Referencing Generator:
http://www.harvardgenerator.com/
http://www.citethisforme.com/au/referencing-generator/harvard

Misc. Videos and Online Educational Channels (General ref)
List of some of the online educational channels. Search for the relevant topics and concepts.
Khan Academy Channel https://www.youtube.com/user/khanacademy
#Education https://www.youtube.com/channel/UC3yA8nDwraeOfnYfBWun83g
TED Talks https://www.youtube.com/user/TEDtalksDirector/channels
TED ED https://www.youtube.com/user/TEDEducation
Massachusetts Institute of Technology (MIT)
Channel https://www.youtube.com/user/MIT
Google for Education https://www.youtube.com/user/eduatgoogle
Big Think https://www.youtube.com/user/bigthink/videos
Crash Course https://www.youtube.com/user/crashcourse/videos
Microsoft Education https://www.youtube.com/user/Microsoftedu
Stanford University Channel https://www.youtube.com/user/StanfordUniversity/videos
Management Skills Courses https://www.youtube.com/channel/UChA8eZO-

WYhdLsv8HlBrJcg/videos

Harvard Business Review https://www.youtube.com/user/HarvardBusiness/videos

5. Assessment Plan
Assessments for this unit have been developed by taking into account assessment guidelines as provided in the
training package and evidence requirements stipulated in this unit of competency. Assessment is an ongoing
process of gathering evidence to determine what each student/learner knows, understands and can do in order to
inform teaching and support learning of the intended curriculum.
The purposes of this assessment are;
 To collect evidences that demonstrate competency in the performance criteria of the unit and satisfy
skill, knowledge and employability skills requirements
 To provide feedback to the learners/trainees indicating the areas of improvement and professional
development
 To measure the effectiveness of the delivery plan and evaluate the learning outcomes
The required assessment criteria are provided in each assessment task for learner’s information.
Assessment Method
Assessment in this unit is based on assessment and evidence guidelines provided in the unit of competency and
the training package. The evidence is generated through summative assessment tasks. However, the role of
Formative Tasks is crucial in developing the required skills and knowledge in completing the summative tasks.
Formative tasks enable the trainers to evaluate their own delivery and adjust their facilitation based on the
outcomes from these tasks. The role of formative assessments is to improve learning and adapt to student needs.
These tasks and activities usually take place throughout the unit and planned in accordance with the summative
assessment plan/schedule. The formative tasks are generally referred to as “Portfolio” tasks. Portfolio is a
collection of all the formative tasks completed during the learning sessions. The portfolio can be used by
students as an evidence of participation or example of work completed as part of their learning.

Formative tasks are not assessed.
For summative tasks, the following assessment methods are available to collect the aforementioned evidence to
demonstrate satisfactory performance in this unit;
 Written Assessment Tasks
 Practical/Analytical Tasks
 Test/Examinations
 Projects
 Observation
 Integrated Assessment
The Written Assessment Tasks and Tests have been developed to address various parts of Performance
Criteria as well as Required Knowledge.
The Practical Tasks are developed to demonstrate competence in Required Skills. These assessment tasks and
activities are mostly designed as in-class assessments, enabling the trainers to observe the work being
undertaken and completed (i.e., demonstration of a specific/required skill). Practical tasks may also include use
of online learning tools, equipment, activities, or use of software. Instructions for practical tasks are generally
provided within the task description. However, trainers/assessor may set certain conditions for conducting and
observing these tasks.
The Project (Individual based) addresses various aspects of competency standard including Performance
Criteria, Required Skills and Employability Skills. The role of the project in assessment strategy is to measure
student/trainee competence as a form of Summative Assessment. It demonstrates the efficacy of instructions
and learning in the prescribed delivery period by assessing the overall performance of the students/trainees for
the purpose of grading/final results.

The Test/Exam is generally designed to test the Required Knowledge component of the unit of competency. It
may also be used to reinforce learning and test specific aspects of other part of competency where knowledge of
certain processes/procedures is required. A knowledge test may be verbal or written as specified in the task
description. Examinations are conducted under set conditions.
Observation forms part of in-class activities, participation in designated processes, presentation and
provides an option where specific skills need to be demonstrated to the assessor.
Some of the assessments in this course may be used as Integrated Assessments, i.e., to use evidence created in
one unit/task to determine competency in another unit/task. The concept behind the design of the integrated
assessment is to limit repetitive tasks that test the same or similar competency elements in different units of
competency.

Optional/Supplementary Assessments
In addition to the above assessment instruments, the following methods can be used, if required, in the context
of assessment for this unit of competence, especially in the circumstances where assessment involved
components of online learning as well as actual workplace activities and/or performance.
 Workplace Verification through RPL application
 Competency Conversation at completion of the unit
To successfully complete this unit, learners must demonstrate that they have the skills and knowledge needed as
indicated in the Competency Standards (2).
Assessment can be both a formative and summative process. Formative assessment is used to provide
feedback to students and teachers to promote further learning. Summative assessment contributes to the
judgement of student learning for competency/award purposes.
Submission of Work
All the written works must be submitted in a soft/electronic copy required by the trainer/assessor, with an
accompanying “Assessment Cover Sheet”. Each Assessment Cover Sheet should be signed by the student and
must contain student details and date of submission.
Material submitted for assessment—Word processed reports, essays, projects, etc. must contain student’s
name, ID (if available), address and contact details. Within the context of these assessment tasks, the assessor
fulfils the role of client, manager, or supervisor, as applicable. Work submitted for “approval” within this
context must demonstrate care and attention to detail, such that the student inspires confidence that the work is
being undertaken competently.
In soft copy/electronic files students are encouraged to name the files according to established procedure. This
would typically include a course or unit code, assessment, or submission code, and in the case of multiple files
an alphanumeric identifier. Multiple files may also be required to be submitted within an enclosing folder (with
similar, appropriate naming conventions) or archive format—e.g. zip or rar.
Follow submission guidelines in each assessment task for specific instructions.

Assessment Tasks and Schedule
The following assessments are planned for this unit;
# Assessment Task/Activity Type Assessment Method
1 Review and Analyze a Samples Operational Plan Individual Written
2 Project: Develop an Operational plan Individual Written
3 Project: Review Operational Performance Individual Written
4 Knowledge Test Individual Written Test
These assessment tasks/activities have been described in detail in the following section.
Task schedule to be advised by trainer/assessor based on the lesson and session plans.

6. Assessment Tasks
Assessment Task 1: Individual
Assessment Task Review and Analyse a Samples

Operational Plan

Schedule TBA

Outcomes Assessed

Performance Criteria:
1.1, 1.3, 3.1, 3.2
Addresses some elements of required skills and knowledge
as shown in the Assessment Matrix

Description:
 Analysis report on a sample operational plan is required.
An Operational Plan is a detailed action-oriented plan that provides a clear picture of how a team, section or
department will contribute to the achievement of the organization's strategic goals (FLN). An operational plan
could be part of a strategic or a business plan, addressing human resource, physical resource, action items, key
performance indicators, and operational budget requirements to achieve the intended goals. A contingency plan
often accompanies an operational plan that prepares for alternative actions in case the operational plan meets
any obstacles.
With a view to develop an understanding of key components and use of operational plans, you will review and
analyze a sample operational in this assessment task. The sample operational plans are actual plans obtained
from public domain sources for the purpose of this assessment. Formats and contents of the plan differ from
organization to organization. However, you will be required to analyze the plan within the context of the
following areas.
 Stated goals and objectives
 Key performance areas
 Key performance indicators
 Human resource (people), processes, and technology requirements
 Physical and other resource requirements
 Action plan/task/items
 Budget/cost expectations
 Key responsibilities
Ensure that your sample plan provides you with enough information to analyze the above components. Your
analysis will essentially be based on your understanding and explanation of the plan – what you think about it,
its key features, and how, in your view, this plan will help the organization achieve their strategic objectives.
You may also want to visit respective organization’s website and gather further information to support your
analysis/comments.
Please note, merely reiterating the contents of the plan will not be construed as an analysis. Cambridge
dictionary defines analysis as the process of breaking up a concept, proposition, linguistic complex, or fact
into its simple or ultimate constituents. Accordingly, it will be expected that you will write the analysis in your
own words and understanding.
Plan analysis must be word processed and appropriately structured under headings/sub-headings.
Word Limit: 1200 words.

Assessment Criteria
Learner’s work will be assessed based on the following criteria. Learners have also been provided with this
assessment criterion in the “Learner’s Guide” to ensure that they cover all the task requirements. The same
criteria are used in the checklists in Section 8 (Learner Competency Records) to record assessment outcome.
The following criteria must be addressed for this task.
 Selected an appropriate business or strategic plan for the task
 Completed the task within a designated assessment session in presence of an assessor
 Addressed all the required areas of analysis
 Analysis reflects understanding of the concept and the components of an operational plan
 Analysis contains a reasonable level of scrutiny and/or inquiry into specific aspects of the plan
 Goals and objectives are analysed for their measurability and viability in the context of the plan
 Explained how the operational plan may align with other strategic or organisational plans
 Identified and analysed key performance areas of the plan
 Where possible, reviewed, summarised, and commented on KPIs (if provided in the sample plan)
 Identified and analysed company’s human resource requirements to support the operations
 Identified and analysed company’s physical and other resource requirements to support the
operations
 Action items are noted and analysed for their effectiveness
 Budget and cost expectations are noted and explained for their relative influence on the plan
 Expressed on viewed and summarised key aspects of the plan in own words
 Analysis is appropriately structured and provides a clear and concise breakdown of the plan
Submission Guidelines
Submit:
 Electronically, written analysis (typed word-processed)
 Ask trainer for more help

Assessment Task 2: Individual
Assessment Task Project: Develop an Operational

plan
Schedule TBA

Outcomes Assessed

Performance Criteria:
1.1, 1.2, 1.3, 1.4, 2.1, 2.2, 2.3, 3.1, 3.2, 3.3, 3.4,
Addresses some elements of required skills and knowledge
as shown in the Assessment Matrix

Description:
 Operational plan is required
Operational plans provide an organisation with a mechanism to put their strategies in action and identify the
resources required to achieve their stated goals and objectives. Operational plans may also be termed as action
plans, annual plans, management plans or tactical plans. Separate operational plans are often prepared by
different departments within an organisation to outline their specific tasks and priorities.
In Assessment Task1, you developed the understanding of the structure and components of an operational plan
through an analysis of a sample operational plan. In this assessment task, given as a project, you will be required
to develop an Operational Plan for a sample organisation based on its Strategic Plan. You will be provided with
a sample strategic plan for this task.
Your trainer/assessor will play the role of the Senior Manager for the purpose of this task.
A past or an existing organisation can also be used as an example to develop the required organisational
context for this task. Alternatively, based on the sample strategic plan, research and collect some
organisational information as a background to your plan.
Develop an operational plan that includes.
 Executive summary
 Stakeholders, consultation, and approvals
 Operational goals and expected outcomes
 Action plan (convert strategies to actions)
 Key performance indicators (KPIs)
 Human resource requirements (including training or PD and strategies to address the requirements)
 Physical and other resource requirements (including strategies to acquire the resources)
 Resource conservation/waste management tactics
 Budget/cost expectations
 Key responsibilities; including intellectual property rights and responsibilities
 Communication plan (how plan will be communicated to all team)
 Monitoring and evaluation
 Contingency plan
An operational plan fundamentally addresses four questions:
 Where are we now?
 Where do we want to be?
 How do we get there?
 How do we measure our progress?
Contingency planning involves creating an alternative plan in the event of the original operational plan
changing or facing obstacles due to unforeseen circumstances. It can be based on anticipated risks (e.g., non-
availability of raw materials, government approvals etc.) and alternatives that can be used to keep the
operational plan moving.

Assessment Criteria
Learner work will be assessed based on the following criteria. Learners have also been provided with this
assessment criterion in the “Learner’s Guide” to ensure that they cover all the task requirements. The same
criteria are used in the checklists in Section 8 (Learner Competency Records) to record assessment outcome.
The following criteria must be addressed for this task.
 Identified and itemised project tasks
 Used/developed a profile/introduction of the organisation used in the task
 Developed an operational plan from the given strategic plan
 The plan is appropriately structured and presented as an official document reflecting a real-life
example
 Appropriate headings and sub-headings are used to structure the contents
 The content flow covers all the required elements of the plan and contains a logical sequence of the
topics
 An executive summary is included and provides an overview of the plan
 Key stakeholders and consultation/approval processes are identified and defined
 An effective communication plan is developed to communicate the plan
 Operational goals/aims and expected outcomes align with the stated organisational or strategic goals
and objectives
 Key action tasks are developed to help implement the strategies
 The action plan addresses all the key strategic areas and establishes key responsibilities and timelines
 Identified and defined human resource requirements to implement the plan
 Strategies and processes to address human resource requirements are developed to support the
implementation
 Identified and defined physical and other resource requirements to implement the plan
 Strategies and processes to address physical and other resource requirements are developed to
support the implementation
 Requirements for IP rights and responsibilities are identified and addressed in acquisition of resources
 Key Performance Indicator (KPIs) are developed to measure the outcomes and plan effectiveness
 KPIs are realistic and include both qualitative and quantitative measures
 Budget and cost expectations for implementation of the plan/actions are estimated and provided in
appropriate format
 A risk-based contingency plan is developed to cover unforeseen circumstances and address business
performance issues
 The plan includes a detailed evaluation plan that helps monitor the plan and its effectiveness over the
stated duration
 Measures to address performance and skill/training requirements are included as part of the
implementation process
 Appropriate resource conservation tactics are suggested to minimise waste and improve usage
Submission Guidelines
Submit:
 Please ask the trainer
Assessment Task 3: Individual
Assessment Task Project: Review Operational

Performance
Schedule TBA

Outcomes Assessed

Performance Criteria:
3.1, 3.2, 3.3, 3.4,
Addresses some elements of required skills and knowledge
as shown in the Assessment Matrix

Description:
 Performance review report is required
This task is a continuation of Assessment Task 2.
In a typical workplace environment, implementation and performance review of a plan would be a stepped
process, monitored over a long period time. In a classroom environment, this process will be simulated for this
task. Accordingly, for the purpose of this task, the class audience will play the role of the staff. Your
trainer/assessor will play the role of the Senior Manager.
Assume that your plan has been implemented and is being reviewed for its performance. You will be provided
with sample financial information (Balance sheet and Profit and Loss Statements). Review and analyse the
financial data against the KPIs set in your plan and take notes for presentation.
Next, you will be following the organisational process by,
1. Summarising requirements for implementing the plan – Action plan stages
2. Review of key stakeholder and consultation process in implementation
3. Articulating the KPIs for measuring the success
4. Presenting an analysis of the actual performance (sample financial data) Vs the KPIs
5. Analysing or seeking feedback on KPIs and adjusting as per the feedback in view of the performance
6. Articulating KPI management process and protocols
7. Plans for reviewing and improving the system
8. Articulating requirements for improvements and analysing
Assessment Criteria
Learner work will be assessed based on the following criteria.
The following criteria must be addressed for this task,
 Completed tasks as per instructions with quality of work
 Prepared the required review documentation and a presentation to the stakeholders
 Outlined and articulated implementation process and roles and responsibilities undertaken
 Outlined organisational communication plan and consultation processes
 Linked implementation to organisational policies and procedures as per the context developed within
this and other tasks
 Outlined and explained measures for evaluating plan performance
 Analysed financial information to review performance against the KPIs
 Analysis was succinct and relevant to the plan and its purpose
 Members were able to emulate the organisational process by using the sample data and cohesively
preparing and presenting plan performance information
 Allowed for a robust discussion and simulated a performance review meeting and process
 Captured and recorded audience comments and feedback
 Described processes for improvements and assigned roles and responsibilities
 Set processes for identifying improvement opportunities

 Developed a report comprising of implementation activities, processes, and how consultations and
delegations were made
Submission Guidelines
Submit:
 Performance review report in 1200 words.
 Ask trainer for more help

BSB50320 | BSBOPS502 Manage Business Operational
Plans
Learner’s Guide | V 1.0 | March 2021

The Canberra Training School Pty Ltd t/a Canberra Business & Technology College
Provider Code: 40882 | CRICOS Code: 03465J
Assessment Task 4: Individual
Assessment Task Knowledge Test
Schedule TBA

Outcomes Assessed

Performance Criteria:
Underpinning Knowledge
Addresses some elements of required skills and knowledge
as shown in the Assessment Matrix

Description:
This is an open book test and could be undertaken at home. All the questions must be answered.
Duration: 2-3 Hour
Questions: Provide answers at the end, in answer section:
Q1. What is an Operational Plan? What information would an Operational Plan typically contain?
Q2. Explain the role of an operational plan in achieving the organisation’s objectives
Q3. In your opinion how would an Operational Plan of a Retail and Services firm will differ from that of a
Manufacturing firm?
Q4. Explain a typical budgeting process in an organisation.
Q5. What are Key Performance Indicators (KPIs)? Provide examples of financial and non-financial KPIs in
your own understanding.
Assessment criteria
The following criteria must be addressed for this task:
 All the questions are attempted and answered as per questions
 Answers are consistent with the subject/concepts and demonstrate the required depth of knowledge
for this unit of competency
 Use examples and detail where it is required
Submission Guidelines
Learner to submit.
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ASSIGNMENT: (Answer Section)
Please provide answers of all tasks under following, using appropriate headings:
Task 1:
Analysis report on a sample operational plan (1200 words)
Introduction
The Fairfield Hospital is the local hospital and is placed in Prariewood, the western area of Sydney, New South
Wales, Australia. The hospital has approx. 200 beds. It mainly gives different services of health including
common surgical, common medical, obstetric, emergency, pediatric, drug and physiotherapy services and
amenities of health. For approx. 40 to 45 years, Fairfield Hospital is giving a safe, welcoming and clean
environment for maintaining health and also with good treatment facilities. The strategy of development of
Fairfield Hospital involves giving more accurate places for particular treatment and consultation of outpatient
(Rosenfield, 2013).
Stated objectives and goals
Fairfield Hospital is an established and well-maintained charity that mainly aims for improving the health and
standards of life by giving accurate and well standard efficient and better care to those people who use all their
health services. The main aim of the hospital is for improving the quality and standard of people’s health by
giving the best services and amenities of a health and also some realistic services to their clients and patients.
Their target is to mainly offer a better and more effective quality of health services of medical that support to
improve the health of patients through the growth of safe, affordable, professional and caring services
(Rosenfield, 2013).
Key Performance Areas
The key performance areas are given below:
1. Better quality of health services and facilities – Improving the quality and also performance in the healthcare
environment can be very helpful with trustworthy, sustained and cost-efficient procedures of hospitals and
also permits them to obtain their key goals of improving the complete delivery of health and care and also
enhancing outcomes of patients (Carliner, 2015).
2. Partnerships of society – It is a very efficient key performance area mainly from the viewpoint of health
facilities and services, societies particularly have very great inputs and intelligence on mainly what they need
from all health facilities and services and on what particularly works to improve the health of patients.
3. Innovation & Research – It is very essential key performance area for Fairfield Hospital because it mainly
obliges to use of innovative means for preventing, diagnosing and monitoring issues related to health and it is
also aware of various devices and many drug medicines for managing and curing various diseases.
4. Efficiency and sustainability – Sustainability and efficiency if maintained in the hospital then it can help to
decrease risks and costs and also encourage very positive viewpoints and feedback from people (Carliner,
2015).
Key Performance Indicators
The key performance indicators are given below:
1. Patient and client satisfaction – The overall satisfaction of clients and patients is the key performance
indicator of the hospital that attracts a very large number of clients and patients and if the level of satisfaction
is more, then the hospital is mainly in profitability.
2. Net profit margin – The accurate way to ensure a positive and perfect net profit margin is mainly by
decreasing some inappropriate costs and expenses and also by exploring many streams of sales.
3. Utilization of equipment and tools of equipment – Tracking of all used tools and equipment must be done to
mainly identify where there is any kind of place to improve such as the reorganization of all tools and
equipment to other surroundings where there is mainly major need of improvement (Goldratt & Cox, 2016).

Human resources, technology and process requirements
In Fairfield Hospital, managers of human resources are responsible to make sure that all services and facilities
are efficient for executives of clinicians, staff and patients also. They have to also address many areas of major
concern in all departments of the hospital including directing and managing records of financial resources,
encouraging staff retention and also ensuring that all legislation related to healthcare facilities and services are
accurately obtained.
Various technology needs are there in the Fairfield Hospital. As Electronic health records (HER) support in
sharing of information and data of various clients and patients, outcomes of tests and other information or
data between all healthcare departments in the hospital. Some innovative technologies like blockchain and
machine learning based on the cloud also can be very helpful in maintaining great amounts of data and also
make data easier in managing and regulating (Goldratt & Cox, 2016).
Physical and other resource requirements
The various physical and some other resource needs in Fairfield Hospital involve knowledge, financial
resources, amenities, equipment and supplies. Some of the physical amenities in Fairfield Hospital involve the
supporting system of the building, great equipment for operations and surgeries and also the internal
formation of the infrastructure of the hospital. Other kinds of physical resources in the hospital include
medicine stock, professionals and specialists, beds etc. (Holzer, 2019).
Action plan/items/task
Items of action Responsible Duration
Monitoring all the inaccurate
procedures happening in the
operation theatres that lead to
the death of the patient

Safety Manager November 20XX

Review all framework of policies
and procedures for making sure
of the placement with the
structure of LMD

Operational Manager September 20XX

Appoint the manager of the
project for mainly the project
“Patient Care Challenge”

Operational Manager October 20XX

Budget/Cost Expectations
The expectations of budget and cost particularly involve three kinds of budget for Fairfield Hospital and it
includes mainly equipment for surgeries and treatment, capital and staffing. Out of these kinds of budgets,
mainly the budgets and costs of nursing and other labours are also very high in all facilities in the hospital
(Holzer, 2019).
Key responsibilities
Fairfield Hospital particularly considers offering the best and most effective services of healthcare to all its
clients and patients for satisfying all patients and clients in each manner. So, the main responsibilities of the
hospital are to attain its stated objectives and goals which mainly involve enhancing the health and standard of
life by offering a better and more effective standard of health services and facilities (Pressley & Afflerbach,
2012).

Task 2:
Project: Develop an operational plan (Detailed Activity)
Operational Plan
Executive Summary
Fairfield Hospital is a charitable hospital in the western suburb of Sydney, Australia and is a very reputed
hospital in the state. The main target of the hospital is to improve the health and standard of life of patients by
offering them a better quality of services and facilities related to healthcare and those individuals who mainly
utilize all facilities and services of health care. They are offering healthcare services for further than approx. 40
to 45 years and till now also they are giving the best healthcare services (Pressley & Afflerbach, 2012).
Stakeholders, approvals and consultations
The relevant stakeholders of Fairfield Hospital are consumers, managers, staff members, stream directors and
clinicians. Fairfield Hospital is mainly concerned with developing a better relationship of work with all its
stakeholders for maximizing the margin of profit of the hospital and also to give the best quality of services and
facilities of healthcare. The hospital is also in regular consultation and communication with all administrative of
the state that mainly works on the plans for making and establishing the procedures to provide
accommodations for present and upcoming constraints for assisting in the service and facilities delivery.
Operational goals and expected outcomes
Fairfield Hospital is an established and well-maintained charity that mainly aims for improving the health and
standards of life by giving accurate and well standard efficient and better care to those people who use all their
health services. The main aim of the hospital is for improving the quality and standard of people’s health by
giving the best services and amenities of a health and also some realistic services to their clients and patients.
Their target is to mainly offer a better and more effective quality of health services of medical that support to
improve the health of patients through the growth of safe, affordable, professional and caring services (Griffin,
2021).
Action Plan
Items of action Responsible Duration
Monitoring all the inaccurate
procedures happening in the
operation theatres that lead to
the death of the patient

Safety Manager November 20XX

Review all framework of policies
and procedures for making sure
of the placement with the
structure of LMD

Operational Manager September 20XX

Appoint the manager of the
project for mainly the project
“Patient Care Challenge”

Operational Manager October 20XX

Key Performance Indicators (KPIs)

The key performance indicators are given below:
1. Patient and client satisfaction – The overall satisfaction of clients and patients is the key performance
indicator of the hospital that attracts a very large number of clients and patients and if the level of satisfaction
is more, then the hospital is mainly in profitability.
2. Net profit margin – The accurate way to ensure a positive and perfect net profit margin is mainly by
decreasing some inappropriate costs and expenses and also by exploring many streams of sales.
3. Utilization of equipment and tools of equipment – Tracking of all used tools and equipment must be done to
mainly identify where there is any kind of place to improve such as the reorganization of all tools and
equipment to other surroundings where there is mainly major need of improvement (Griffin, 2021).

Human Resource Requirements
In Fairfield Hospital, managers of human resources are responsible to make sure that all services and facilities
are efficient for executives of clinicians, staff and patients also. They have to also address many areas of major
concern in all departments of the hospital including directing and managing records of financial resources,
encouraging staff retention and also ensuring that all legislation related to healthcare facilities and services are
accurately obtained (Mainardes, et al., 2013).
Physical and other resource requirements
The various physical and some other resource needs in Fairfield Hospital involve knowledge, financial
resources, amenities, equipment and supplies. Some of the physical amenities in Fairfield Hospital involve the
supporting system of the building, great equipment for operations and surgeries and also the internal
formation of the infrastructure of the hospital. Other kinds of physical resources in the hospital include
medicine stock, professionals and specialists, beds etc.
Resource conservation/waste management tactics
There are some ways to decrease waste and for conserving all physical and other resources and these include
the following:
1. Irradiation of microwave
2. Disposal of land
3. Chemical sterilization
4. Arid and drizzly treatment of thermal energy (Mainardes, et al., 2013).
Budget/cost expectations
The expectations of budget and cost particularly involve three kinds of budget for Fairfield Hospital and it
includes mainly equipment for surgeries and treatment, capital and staffing. Out of these kinds of budgets,
mainly the budgets and costs of nursing and other labors are also very high in all facilities in the hospital.
Key responsibilities
Fairfield Hospital particularly considers offering the best and most effective services of healthcare to all its
clients and patients for satisfying all patients and clients in each manner. So, the main responsibility of the
hospital is to attain its stated objectives and goals which mainly involve enhancing the health and standard of
life by offering a better and more effective standard of health services and facilities.
Plan of communication
Fairfield needs to make a communication plan as it mainly helps in developing goals, describing particular
patients and customers, identifying key and accurate duties and accountabilities, outreach the specific plan in a
particular duration and also help in engaging with entire stakeholders and executives of Fairfield Hospital
(Frumkin, 2015).
Evaluating and Monitoring
For monitoring and evaluating the operational plan, Fairfield Hospital mainly assesses the whole performance
of its members of staff by determining the accurate direction and responsibilities of the hospital. It also assists
in documenting the activities and operations of the hospital and also evaluates the definite differences
between mainly planned and realistic performance.
Contingency plan

The main aim of making the contingency plan is for allowing the hospital to appropriately return mainly to its
all daily activities and tasks smoothly after coming across some unforeseen events. It also helps the hospital in
preventing the entire human and other physical resources and also reduces the issues of their patients and
clients (Frumkin, 2015).

Task 3:
Performance review report (1200 words)
Action plan stages
The stages of the action plan assist in determining the timeframe and goals of Fairfield Hospital. These all
actions assist to evaluate the duration for the specific task in which that particular task is accomplished and all
actions were accurately implemented by the Hospital for similarly accomplishing those tasks this also assists in
evaluating the objectives of the hospital. The action plan stages are given below:

1. Key objectives of the hospital – The evaluation will involve mainly how the objectives of Fairfield Hospital
and the entire performance of all action that is mainly taken for making the definite goals and all these
objectives will mainly enhance the efficiency of the hospital.

2. Process – Process that will be particularly considered for implementing the action plan in a specific manner
that will mainly be very productive to achieve the particular key objectives.

3. Indicators – These are the various little process that is mainly taken by the hospital such as the services of
health, department of emergency etc. in the hospital activities, the physical resources like equipment of
medical and various machines will be purchased (Jesmin & Hui, 2012).
Key Stakeholders and consultation in the implementation

The relevant stakeholders of Fairfield Hospital are consumers, managers, staff members, stream directors and
clinicians. Fairfield Hospital is mainly concerned with developing a better relationship of work with all its
stakeholders for maximizing the margin of profit of the hospital and also to give the best quality of services and
facilities of healthcare. The hospital is also in regular consultation and communication with all administrative of
the state that mainly works on the plans for making and establishing the procedures to provide
accommodations for present and upcoming constraints for assisting in the service and facilities delivery
(Jesmin & Hui, 2012).

Articulating KPIs for the measurement of success
The key performance indicators assist to determine the performance report of Fairfield Hospital that is mainly
measured accurately by every department related to business activities of the hospital and by monitoring the
performance report of the whole hospital. These performance indicators are mainly recognized from the
stated goals of the hospital. For some better and more effective services of health which mainly have
performance indicators are required for identifying the performance of various departments of the hospital.
Key performance indicators are very essential as these mainly highlight the development of the hospital and
examine the objectives accurately (Broadbent, 2013).

Actual Performance vs. Key Performance Indicators
The variances between the definite performance and the key performance indicators that are mainly set for
the hospital have a great difference in their viewpoints. The key performance indicators are the goals and
objectives which are mainly set by the hospital but in actuality, these are not taken seriously as per the
situations sometimes by the departments of the hospital which is the major issue.
Some services of health were there of the staff of nursing and also some key indicators were there such as the
efficient manner of the treatment of health of the patient which is mainly offered by the hospital. The key
performance indicators for the department of health are mainly the management of cost and time in the
treatment of patients with some better facilities of health in the hospital (Broadbent, 2013).
Analyzing and seeking feedback and adjustment

The constructive feedback was mainly taken by all the executives and stakeholders of the hospital and also
from some patients feedback related to treatment and facilities of health were taken. Some of the executives
and stakeholders were also asked to give feedback on the action plan and operational plan that is made for
monitoring and evaluating the performance of the overall departments of the hospital (Laffan & Lindner,
2014).
KPIs management procedure and protocols
The protocols and procedures that are linked to the key performance indicators are set for measuring the work
performance of the hospital. These also measure the performance of facilities and services of health care
provided by the hospital.
To achieve the objectives the following protocols and procedures must be followed. These are given below:
1. The key performance indicators must be established in a way that is accurately aligned and controlled with
the goals that were mainly set by the hospital.
2. The requirements of the hospital must be considered and fulfilled and the facilities and services of health
care must be accurately maintained and controlled by the stakeholders and executives.
3. Surety must be there that all key performance indicators are reachable with productivity (Laffan & Lindner,
2014).
Requirements for analyzing and improvement
Some aspects are there that the departments of the hospital must consider requires some enhancement for
the development of the objectives. These objectives could be achieved by the given process:
1. The hospital is required to recruit some staff for each department so that it could increase its rate of
productivity (Mathis, et al., 2016).
2. The hospital must give more knowledge by conducting training and consultation sessions with some
specialists.
3. The hospital is required to be more sustainable so that all patients are treated in a clean and safe
environment (Mathis, et al., 2016).

Task 4:
Knowledge Test (Open Book)
Q1. What is an Operational Plan? What information would an Operational Plan typically contain?
Operational plan is a practical kind of the document used to do the solution of the issues and do
the identification and outline to the given activities and set the target regarding the organization
and set the target during the particular time period it is the usually for the year. It is the kind of the
thing to take the different and undertaking things during the particular time period. I is the link and
the funding agreement of the things. It is the kind of the link and it is do the involvement to the
organization and the organization strategic plan.
It is the organizational target and plan which will the organization carry. It is achieving the work and
the objectives in the strategic plan (Towbin, et al., 2018).
Q2. Explain the role of an operational plan in achieving the organisation’s objectives
It is the operational plan and the organizational activities it is used to the development
and outline the work management and activity. It targets the organizational work and
carry out the organizational solution and the organizational development. It is the
normal kind of work situation and work agreement it is helpful to achieving the goals
and the aims to set out the goals and the goals adjectives. It is the framework and the
organizational activity plan it is the work to do the achievement of the plan and the
adjectives (Shobaki, et al., 2016).
Q3. In your opinion how would an Operational Plan of a Retail and Services firm will differ from
that of a Manufacturing firm?

While you are doing the manufacturing of the operational plan and work for it then the producing
of the goods and it is the thing do the storing them at the warehouse them they are doing the
delivery to the customers. There is the effective services provided by the operational facilities and
the simulation of the work produced. It is known as the consumption of the work and the services.
It is known as the objective regarding the objective and the plan (Towbin, et al., 2018).
Q4. Explain a typical budgeting process in an organisation.
The budgeting process is the land of the organization and it is prepared by the budget n the time
limit and the plan limitation. They had the involvement in the past budget and they are doing the
forecasting and do the work implement and operations. It is the final evaluation of the work budget
and the work procedure. It is the essential budget of the work and the work management. It is the
monitoring and the controlling system to do the work monitoring and the controlling for the final
evaluations of the work and the work services.
Q5. What are Key Performance Indicators (KPIs)? Provide examples of financial and
non-financial KPIs in your own understanding.
It is the performance indicator for the management regarding the specific indicator
and the objectives. It is measured by the work management and the work objectives.
It is the thing provides the target and they gives the work and the measurement of the
objectives and the work. They gives the milestones and the gauge progress (Shobaki, et
al., 2016).

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References
Al Shobaki, M. J., Abu Amuna, Y. M., & Abu-Naser, S. S. (2016). Strategic and Operational Planning As
Approach for Crises Management Field Study on UNRWA.
Broadbent, D. E. (2013). Perception and communication. Elsevier.
Carliner, S. (2015). Training design basics. Association for Talent Development.
Frumkin, N. (2015). Guide to economic indicators. Routledge.
Goldratt, E. M., & Cox, J. (2016). The goal: a process of ongoing improvement. Routledge.
Griffin, R. W. (2021). Management. Cengage Learning.
Holzer, M. (2019). Public productivity handbook. CRC Press.
Jesmin, I., & Hui, H. (2012). A review of literature on contingency theory in managerial accounting. African
journal of business management, 6(15), 5159-5164.
Laffan, B., & Lindner, J. (2014). The budget: who gets what, when, and how?. Oxford University Press.
Mainardes, E., Alves, H., & Raposo, M. (2013). Identifying stakeholders in a Portuguese university: a case
study: La identificación de los stakeholders en una universidad portuguesa. Ministerio de Educación.
Mathis, R. L., Jackson, J. H., Valentine, S. R., & Meglich, P. (2016). Human resource management. Cengage
Learning.

Pressley, M., & Afflerbach, P. (2012). Verbal protocols of reading: The nature of constructively responsive
reading. Routledge.
Rosenfield, S. (2013). Instructional consultation. Routledge.
Towbin, A. J., Perry, L. A., Moskovitz, J. A., & OConnor, T. J. (2018). Building and implementing an operational
plan. Radiographics, 38(6), 1694-1704.

Introduction
The Microservices are a cutting-edge breakthrough in the field of programming development.
It is capable of maintaining the overall business at a high level with low level help and
freedom to operate. Therefore, we can conclude that this is a development variation of a good
programming application that quickly resolves the present business difficulties. Numerous
features, like flexibility, freedom, and loose coupling, are included in this engineering. This
aid engineering also makes it possible to deal with security and administration that facilitates
cloud computing. This design has been made in consideration of several components,
including framework skills and group association.

They have also developed using agile programming development and DevOps. As a result,
each organisation has a variety of legal obligations for data protection. Microservices design
is a practical approach for a large number of programming tasks. The main goals of this
engineering are adaptive and have a high level of adaptability. The programme may degrade
into multiple components, each of which would function independently. The microservices
application was segregated from the stone structures and operated by a single person.
In microservices, a large, substantial application is divided into roughly linked, free, and
independent services that collaborate with one another to provide solutions to extremely
complicated business problems. In the IT industry, microservices are becoming more and
more prevalent. Amazon, Netflix, and Spotify are really just a few examples of enterprises
that use microservices-based systems to manage their operations.
This article aims to discuss the fundamental principles and concepts of microservices design,
as well as its advantages and disadvantages.

Body of the report
Microservices design is a practical approach for a large number of programming tasks. The
main goals of this engineering are adaptive and have a high level of adaptability. The
programme may degrade into multiple components, each of which would function
independently. The microservices application was segregated from the stone structures and
operated by a single person.

The key principles are :

Single Responsibility Principle
Work around Business Capabilities
You Build It, You Own it
Framework Automation
Plan for Failure
Microservices Architecture Benefits and Drawbacks

Microservices engineering is growing in popularity these days because of its features, which
include flexibility, versatility, and many others that are clearly superior than stone monument
design. Nevertheless, despite its benefits, the microservices design requires a few different
points of view. The benefits and drawbacks of the architecture of microservices are shown in
the table below.

Advantages

Microservices provide these kinds of help with amazing nimbleness.
Bilingual programming is made possible via microservices.
Administrations become independent thanks to decentralised information and management.
Microservices allow for more rapid project development.
Traditional services are less adaptable than microservices.

Disadvantages

The complexity of microservices exceeds that of a solid.
Microservices demand societal change.
Solid services cost less than microservices.
Microservices may be more defenceless in the face of security threats.
The board of distributed applications and administrators

Engineering with microservices has several benefits. Microservices allow for very flexible
planning, creation, testing, and various administrations. Changes can be made quickly as a
result of more conservative administration.Because the services in the microservices are
independent of one another, if one stops operating, it won't affect the other services, which is
not always the case with granite monument architecture. Overall, microservices have
numerous shortcomings (Francesco. Et.al, 2019). There is no compelling necessity to replace
the entire code because the administrations in microservices are independent. The only area
that needs alteration is modified, tested, and communicated, which speeds up the user's
communication. Since multilingual programming is made possible by the administrations,
programmers may choose the best language to carry out their work. The inexact coupling of
the microservices allows for great group flexibility (Kuprenko, 2019).

Microservices design, which is loosely connected as compared to solid engineering, is rising
to fame in the product development space and is frequently used by the organizations. The
adoption of microservice architecture has changed as a result of the problems with solid that
have been found. Microservices provide the organisation a number of benefits that aid in
increasing agility and flexibility. Although switching from solid to microservices is
advantageous for the organisation, actually putting microservices into practise is challenging
as well.

Microservices Architecture Benefits
Programming for microservices may be divided into several component advantages, enabling
each of these administrations to be supplied and then repurposed free without endangering
the security of an application. In other words, developers may dynamically build and deploy
administrations thanks to the microservices architecture.
Better problem segregation ensures that even if one of the microservices fails, the others will
continue to function.
Code for various administrations might be written in many languages.
Simple integration and pre-planned setup; use of open-source continuous reconciliation
technologies like Jenkins, etc.
The idea of microservices makes persistent delivery possible.

The code is based on the capabilities of the organization, and it must be flexible and reusable
in addition to being effective. Integration with third-party services and scaling are both
simple processes.
The distribution of parts among many servers or even network infrastructure is possible.
Excellently work with compartments, like Docker.
Because the many components of a programme are decoupled, microservices focus on
security monitoring.

Case studies and examples of successfully implemented microservices architecture
Large-scale websites and apps like Netflix, eBay, Amazon, the UK's Government Digital
Service, Twitter, PayPal, The Guardian, and a plethora of others have all made the transition
from traditional solid architecture to microservices engineering. To examine the results, let's
look at some examples of people who overcame hardships:
A superb user experience is made possible by Spotify's usage of microservices.
Kevin Goldsmith, Spotify's VP of Engineering, is aware from personal experience that a
project requiring scalability need a design that can adapt rapidly and continue to be inventive
in a cutthroat market. As a consequence, Spotify came to the conclusion that you should
design your framework such that you can easily scale individual components if you're
worried about scaling to a high number of customers. Spotify sought to maintain these
limitations to a minimal because they presently have around 90 teams, 600 designers, and
five development offices working on a comparable product across two continents.

Amazon Embraced the DevOps Philosophy with Microservices
Amazon has also embraced microservices. Their prior, two-layered architecture would have
been practically unable to manage the constant requests they receive from a number of
sources, including apps that interface with the web administration API in the same manner
that they interact with the live site. In 2001, the Amazon.com ecommerce site was still under
construction. It was built on a number of levels, each of which included a sizable number of
rooms, yet they were all securely connected to one another and functioned as an one
enormous stone monument.

These significant adjustments started structurally, when Amazon switched their robust
application to a Service Oriented Architecture. Amazon also changed the way their company
conducted business. They split up into smaller "two-pizza groups" their primary, developing
item development group.After making these adjustments, Amazon greatly enhanced the
lifetime of front-end innovation. Currently, item groups are able to make decisions on and
deploy new microservice provisions fast. The organisation now completes 50 million
arrangements annually thanks to microservice engineering and its never-ending conveyance
processes.

Ethical factors in particular security and privacy concerns
The issue should be notably upright in the first place and questionable in the second.
In applied morality, we apply regularising criteria from a more pragmatic perspective. The
following are probably the most well-known examples of such criteria being used in applied
morals:

Rule of generosity: Be kind to people who are unfortunate.
Rule of authenticity: Don’t deceive people.
Damage rule: Don’t injure other people.
Paternalisms guiding principle is to assist others in pursuing their general interests when they
are unable to do it on their own.

PC morality also referred to as data morals or cyber ethics—is the framework through
which the ethical implications of data security are thought through. PC ethics is a branch of
applied morality that has received significant attention from ethicists as well as from experts
in data innovation. A significant component of this curiosity is the expected outcome of the
rapid change in PC innovation, its applications, and its recommendations. Despite the term
"PC Ethics"

Conclusion
Many businesses have switched between solid to microservices engineering. Microservices
provide a lot of advantages over traditional applications, but because they integrate several
different services into a single application, security and protection are a concern.

Instead of incorporating such services into a single monumental stone structure,
microservices engineering focuses on creating several independent, limited-scope
arrangements of Microservices. Microservices are an alternative to stone monuments that
overcome the challenges posed by deteriorating solid designs dividing a single application
into smaller microservices Due to its potential advantages, such as versatility and
adaptability.Microservices for computerised transmission and readiness are widely accepted
in the IT industry. It cannot, in any case.Never forget that, compared to traditional services,
microservices are more complicated, expensive, and vulnerable to security risks with strong.
However, many companies already do so, with the advantages weighing more heavily than
the disadvantages now started operating their firm in a microservices structured manner.

References
Di Francesco, Paolo, Patricia Lago, and Ivano Malavolta. 2019. “Architecting with
Microservices: A Systematic Mapping Study.” Journal of Systems and Software
150(4):77–97. Retrieved from https://www-sciencedirect-
com.ezproxy.laureate.net.au/science/article/pii/S0164121219300019.
GOTO conference. (2015, December 23). GOTO 2015. Microservices at Spotify. Kevin
Goldsmith. [Video file]. Retrieved from https://youtu.be/7LGPeBgNFuU. James Lewis,
Martin Fowler. 2014. Microservices: A Definition of this New Architectural Term. Retrieved
from https://www.martinfowler.com/articles/microservices.html.
Koschel, A., Astrova, I., & Dotterl, J. (2017). Making the move to microservice architecture.
2017 International Conference on Information Society (I-Society).
https://doi.org/10.23919/isociety.2017.8354675
Lokesh Gupta. 2019. Microservices – Definition, Principles and Benefits. Retrieved from
https://howtodoinjava.com/microservices/microservices-definition-principles-benefits/.
Phil Witmer. 2019. The Top Microservices Disadvantages & Advantages. Retrieved from
https://www.tiempodev.com/disadvantages-of-a-microservices-architecture/
Vitaly Kuprenko. 2019. 6 key benefits of microservices architecture. Retrieved from

6 Key Benefits of Microservices Architecture

Report
Overview of the research
An AI is used to research and study humans’ brains to solve problems. This is spreading all
over the fieldwork in the technical and engineering department. It is also used in AI
technology to improve the work efficiency and its accuracy. It provides new height for
construction work and provides more opportunities and reduces the risks. The objective of the
research is to implement AI technology in construction projects (Krishnamoorthy, & Rajeev,
2018).

Literature review of the research
Construction building is a fast-growing business that needs good design and accuracy.AI
automation helps to make the work easy and accurate because it requires a lot of planning and
information. It helps to decrease the burden on the engineer and understand employees that
how can utilize the resources effectively. There are lots of reaches and articles which reviews
the articles that how to use AI in a more effective way which gives lots of accurate results in
the project and industry. AI is a useful tool that is used to modernize the construction
industry.

Objectives of research
The main objective of the research is to know how important AI is for designing the project
for the modernization of industry. It is important to maintain the AI and use it to provide
more accuracy and effectiveness in project construction. And it provides a great scope in the
construction field. Questions in the research are
1) Is AI helps in the field of construction?
2) Is AI reduce or increase the project cost?
3) Is AI bringing more effectiveness to the project?

Methodology of the research

The objective of the research is a qualitative approach that helps to find the question which
will be asked in the project and to find the proper strategies which provide more effective and
helpful research work. By observations, we can present conditions that how much we extend
the AI in the construction field. Through interviews, we can be asked people personally about
the research questions and people are positive that AI really boosts the industries to a new
height. And by focusing on a target group that is engaged in a discussion about AI design.
The advantage of AI is It is also used in AI technology to improve the work efficiency and its
accuracy (Berente, et al., 2021). It provides new height for construction work and provides
more opportunities and reduces the risks. The objective of the research is to implement AI
technology in construction projects. The disadvantage is it needs lots of modification and also
it requires a high technical team expert to use it.

Significance
The project will provide the scope which is needed the construction field and requires AI in
the construction project for accurate and effective work and reduces the risks.

Issues
It is an important factor while research the work of research should be efficient without the
hurting community and without targeting a part of society. Analytical data is used for
maintaining a qualitative approach (Siau, & Wang,2020).

References
Berente, N., Gu, B., Recker, J., & Santhanam, R. (2021). Managing artificial
intelligence. MIS quarterly, 45(3), 1433-1450.
Krishnamoorthy, C. S., & Rajeev, S. (2018). Artificial Intelligence and Expert Systems for
Artificial Intelligence Engineers. CRC press.
Siau, K., & Wang, W. (2020). Artificial intelligence (AI) ethics: ethics of AI and ethical
AI. Journal of Database Management (JDM), 31(2), 74-87.

What is Communication Necessity in Everyday Life

by moodlemonkey
November 4, 2022

Communication necessity is an essential part of the life of human beings. Communication has a lot for doing with our daily well-being. If individuals do… Read More »What is Communication Necessity in Everyday Life

How to Frame A Management Assignment Professionally

by moodlemonkey
November 4, 2022

A management assignment is a formal document that is usually submitted as part of a course of study in business or management. The purpose of… Read More »How to Frame A Management Assignment Professionally

Question 1
The types of business systems that support the development of effective work relationships are
Payroll business system
Personnel business system
The automated process of payroll that is done with the help of software is known as a payroll
business system. This system has been integrated with leave and attendance tracking that helps to
track the employee's leaves and attendance records. Service portals for self-service of the
employees have also been integrated so that tracking of working hours of the employees can be
done. Automatic calculation of salaries, taxes, deductions, and pay slip printing can be done
using this service portal. This helps in the development of an effective work relationship in a
business system(FAYED, 2019).
The business system deals with the storing of employee records, performance reviews of
employees, raises in salary, etc is known as a personnel business system. This system is also a
computer-based system that helps in the maintenance of the service records of employees of a
business organization. Whether an employee has been taking advantage of company policies is
also tracked with this system. This benefit helps in the development of an effective work
relationship in a business system of an organization.

Question 2
Administrative Policies such as rules and regulations of the office and the values and
expectations of the business help in supporting the development of an effective work
relationship. The policies of the company such as eligibility for health insurance help in the
assurance of employees that the organization is looking after them thus helping development by
motivation. Paid time off helps in supporting the development of an effective workplace
environment.
Customer management policy is a technology that helps in the management of all the
relationships within the company along with the management of customer interaction. The goal
of this policy is simple and effective, it helps in the improvement of business and interpersonal
relationships of the employees. This management helps in the creation of an environment where
the employees, as well as the customers, are happy. So it helps to improve profitability and lets the company stay connected to the customers thus creating an environment that promotes the
development of effective work relationships.

Question 3
(a) The process of interaction with other people or how one person interacts with other people is
commonly known as interpersonal style. The personality of oneself has an impact on the style
and behavioral traits of that person. The way of living a person or the environment of living a
person and the interaction with other people has an impact on one’s interpersonal style. The
temperament of a person is commonly known as that person's interpersonal style which can be of different categories. The four types of interpersonal styles are
Aggressive
Passive
Passive-aggressive
Assertive

(b) The behavioral traits of a person along with the tactics that the person uses for interaction
with others at a workplace effectively. The ability of an employee to work well with others, in
the world of business is commonly known as interpersonal skills in the workplace. The skill of a
person of communication with others and listening to deportment and attitudes of others are the
key relevance of interpersonal styles in a workplace.

Question 4
(a) There are three main types of communication skills present
Verbal communication
Visual Communication
Non-verbal communication
(b) Verbal communication is the way by which one can convey a meaningful or useful message
with the help of words. The different forms of verbal communication are written communication
and oral communication (Tuli and Sharma, 2019).
There are four types of verbal communication present in the business workplace which are
intrapersonal communication, interpersonal communication, small group communication, and public communication. All of these help in communication in different environments of the
workplace thus creating development in work relations (Heinze et al. 2018).
The use of visual elements to communicate with others for the exchange of information and
ideas is known as visual communication. The visual communications that are commonly used in
workplaces to communicate include info graphics, Process diagrams, Flow-charts, roadmaps,
Charts, and graphs, Visual reports, presentations, and Mind Maps. It helps in retaining ideas and
information and creates a connection that is stronger than verbal communication. The human
brain can retain visual images longer due to the part of the brain that is responsible for long-term
memory. Thus visual communication creates a bigger impact and helps to create an efficient
work environment that helps improve work relationships.

Question 5
In this question, several categories have been provided and the relevance of those categories in
the field of work has been asked to be explained.
a) Consultation
It can be said that consultation is a process of having a discussion regarding the safety matters
that are required to be taken in the respective work field. Basically, it can be said that this is the
process of resolving issues that occur in the workplace.
b) Cultural Sensitivity
Cultural sensitivity is kind of a process that allows the employees of the organization to learn
about different people and their respective cultures. It can be observed that in an organization
people can be from different communities. Good knowledge of cultural sensitivity enables the
employees of the organization to serve their respective colleagues properly.
c) Social Sensitivity
In terms of maintaining a good work-life balance, social sensitivity is one of the categories that is
required to be considered as well. Social sensitivity is kind of an aspect that enables a person to
understand the viewpoint that their fellow colleagues have and value them properly.
d) Networking
In any workplace, networking must be considered one of the key components in terms of having
good communication with fellow colleagues. In several cases, it has been observed as a
beneficial factor for the employees to work with each other’s help.

e) Conflict Resolution
Conflicts can occur in every field, and in the case of maintaining good organizational behavior,
those conflicts must be resolved. It has been observed that there are several ways of resolving the
conflicts that occur in the workplace. However, one of them must be chosen in terms of resolving
them.

Question 6
(a)The two legislative needs relevant to managing effective workplace relationships are
Fair work
Workplace gender equality
(b) The fair work act provides the employees certain protections of rights, which include the
rights that one must have in a workplace. The right to refuse work that has a life risk, the right to
know about the hazards that are present in a workplace, right to have health and safety
discussions. All these should be implemented to help and provide the employees with the safety
and security that ensures in management of an effective workplace.
The equality of genders is a basic requirement that provides all employees with equal rights and
opportunities. This will help boost the morale of the workers helping in managing an effective
workplace.

Question 7
(a) The methods for consultation with employees are full-public, targeted, confidential and Post-
decision. These methods help in the identification of issues, prepare consultation plans, and
sharing of results.
(b) Conflict management in a workplace can be resolved by taking a considerate and rational
approach to the conflict. Investigation of the conflict is a key step that helps make critical
decisions and helps in tackling them. Letting the personnel have their say is an important part to
resolve the issue and avoid conflict. Evaluation of ongoing events helps to predict and avoid
conflict in a workplace.
(c) Task issue management can be resolved by the identification of issues and recording the
tasks that have been allotted. The determination of the impact and prioritizing of the issues is a key element to resolve workplace issues of task management. Reporting the status of plans that
have been created to resolve task management issues can be very helpful.

ASSESSMENT 2:

CASE STUDY ASSESSMENT TASK A: SUPPORTING EMPLOYEES

Question 1
The employee Brian of the organization Bounce Fitness has been working there for 10years and
has been participating in the training diligently. Brian works as a customer service officer who
responds to the incoming calls of the customers (Khan, 2019). But he has been facing issues at
work from his colleagues and team members that has led to harassment and distress in his work
environment. The key issues that Brian has been facing while working are
Age discrimination issues are one of the major factors that Brian is facing at his workplace of
bounce fitness. This involves the treatment of people or employees with less favor due to their
age. Age discrimination creates a negative environment at work due to the constant reminder of
their age and making them feel that they are not fit for work. While some workers might not be
affected by this ageism directly, this biased view of others causes distrust within the company.
This discrimination will create a rift between employees and degrade the performance of the
employee-facing discrimination at work. The betting on a person's retirement and their death
because they are old creates a negative impact on the person subjected to this treatment and
makes them feel dejected.

Question 2
Steps that need to be put in bounce fitness company policy to resolve Brian’s discrimination are
as follows.
Firstly, diversity training of employees that helps in the education in the departments of respect
and implicit bias and team building is needed. This will help in the long run for creating a
stronger and more inclusive workplace rather than the existing exclusive workplace environment.

9
Secondly, policies need to be added in place and the policies need to be enforced so that the
issues can be resolved. The concept of rewards based on an employee's performance rather than
their tenure is a good concept that should be implemented. The education on respect and other
things mentioned must be implemented during the process of hiring so that this issue doesn't
occur.
Thirdly, the acknowledgment that old age is not a disease is an important element that helps in
the removal of ageism. The change of minds of people with this kind of mentality at the Grass
root level is essential.

Question 3
The feedback to Brian will be to apologize for the harassment that he has faced while working at
Bounce fitness from gender discrimination. Reassurance is going to be provided to brian that the
situation he faced won't take place again and make him reassure that age is not a restriction.
Brian will also be rewarded for his good work and will be hoped that he continues with his work
here.
The other employees will be subjected to immediate rectification and counseling of their views
on age. And the employees that have been betting on Brian’s old age will be relieved of duty
with immediate effect for a time period so that they can reflect and rectify their mistakes.

ASSESSMENT TASK B: DEVELOP AN ISSUE MANAGEMENT PLAN
AND PROCESS

Question 1
The process that is developed to resolve the issues in a workplace firstly includes the initiation of
the employee management and a details process. This created process is meant to help the
employees that are having trouble in their working environment, and are facing trouble
overcoming them. The key stakeholder in this process has to be the management leader that will
look over this department. Then the employees can directly contact the responsible person and
share their grievances and troubles faced at work. The employee is also needed to add the
statements and hateful comments that have been said to him or her so that the depth of the issue

10
can be measured. Options for resolution will then be passed based on the complaint lodged by
the employee of the organization. A plan of action will be implemented after a discussion with
the leader of the team of management that implemented the process. Then there will be
reviewing processes that will be taken to oversee the outcome of the resolution that has been
implemented.
Title / Name of the process Management And Grievances
Process Scope To help employees maintain a healthy work environment for

their development

Created by: Management team of Bounce Fitness
Date Created:
Key stakeholders in the
process

Leader of Management team

Issues faced by Bounce
Fitness employees:

Age Discrimination at workplace

Employee statements of
discrimination in the
workplace:

Called an old man and expired

Options for resolution: Re-structuring of company policy and education of employees

about social skills

Action Plan as agreed by
Bounce Fitness leadership
team for implementation:

Apologize to the mistreated employee and give assurance that
their wont is this kind of incident again.

An agreed process on how to
monitor outcomes:

Closely monitor the culprits and education outcomes of the
employees monitoring

Question 2

Figure 1: Flowchart of the process
(Source: Self-Created)

ASSESSMENT TASK C: UNDERSTANDING PROFESSIONAL
LEADERSHIP

Summary of leadership guide
A leader is known for its quality and analytical approaches so that any employee can get
help and understand the job culture. It can be said that gaining trust is an important aspect
and a leader needs to be friendlier with all employees (Reardon, 2018). No partiality
should be there and this is the best way to earn junior members' trust. The leader can
make better communication to increase the external contact to engage more employees.

Methods of communication
Bounce fitness is known for its practice and offering and that is why some crucial
approaches need to be implemented when it comes to the communication process.

Leadership techniques
The leadership techniques that can be implemented in the case study of bounce fitness to avoid
such situations are as follows.
The leader must be participative and easy to approach so that no one is afraid of the person and
keeps him out of the chain of events that takes place in the company.
The leader should lead by example thus making himself a role model for others to refer to when
needed for guidance.
The leader must look after the needs of employees needs and identify their dissatisfaction at
work.
The leader needs to listen to others first, thus analyzing the problem, then making their judgment.
Not passing judgment based on only one side's arguments is a key feature of a good leader.

ASSESSMENT TASK D: AGE DISCRIMINATION; CULTURAL
DIVERSITY AND ETHICS
1) The age discrimination act helps prevent discrimination against employees based on a person's
age. These laws are there to prevent employers from unreasonably discriminating against the
employees based on the ground of their age. If an employer or a colleague differentiates the
employee on the ground of age like in the case of bounce fitness Brian was facing
discrimination. This law prohibits others to distinguish based on the ground of age of an
employee.
2) Bounce fitness should have recruitment of employees that hail from different age groups to
prevent this discrimination of age at work.
3) The conflict can be used as an example that will help as a reminder that age discrimination at
the workplace is not tolerated in any company.

13
4) The best practice is the inclusion of consultation of employees on this subject, so that they
may respect others, and recruiting people with age diversity will help maintain an age
discrimination-free environment.
5)

Figure 2: Flowchart of the complete process

(Source: Self-Created)

References

FAYED, R.A., 2019. Determining the Maturity Level of Telenet Business (Belgium) and UPC
Biznes (Poland) Using the Digital Marketin Maturity Model and Establishing How Inbound
Marketing Solutions Can Help Them Generate More Leads, Manage Leads, and Convert Leads
Into Customers (Doctoral dissertation, Universitas Gadjah Mada).
Heinze, A., Griffiths, M., Fenton, A. and Fletcher, G., 2018. Knowledge exchange partnership
leads to digital transformation at Hydro‐X Water Treatment, Ltd. Global Business and
Organizational Excellence, 37(4), pp.6-13.
Khan, B., 2019. Factors Influencing Business Customer Satisfaction in System Selling AT the
Leads Corporation Limited.
Reardon, D.C., 2018. Will you be the one who leads the succession planning process. Journal of
Financial Service Professionals, 72(1), pp.17-19.
Tuli, A. and Sharma, M., 2019. How to do business with lysosomes: Salmonella leads

Assessment Task 1 – Questioning

Question 1
To improve the communication channels and improve the relationship between parties, it is
very important that stakeholders are engaged effectively. Also helps in the creation and
maintain the project and it helps to gather information and reduce the chance of conflict and
or issues related to the project. And also support the existing conflict and solve any problem
in the organization. Overall it enhances the organization’s reputation (O’Riordan & Fairbrass,
2014).

Question 2
Three methods commonly used in engagement models
Fixed price engagement model:
It’s also called a fixed bid or lump sum contract, it is most obvious. As we can see from the
name this model is all about fixing or freezing the project costs
It also helps in documenting all requirements in a careful way. Also, detail the project scope
and in setting up a timetable strictly. It’s all about predictability.
Our project scope and requirement and the end goal are must for the fixed priced models
(Day, et al., 2018).

Benefits:
Transparency: we can predict the budget transparency before the development of stars.
Time-saving: This method required less management and supervision as compared to other
methods.
Establishment of trust: It helps in establishing the trust between the partner.
Non-fixed price model: time and material
In a fixed price model time and material, it allows greater flexibility than a fixed price model.
When the market changes regularly and dynamically and the vision of the product is not clear and when the interference of tech. evolves rapidly. In that case, we can predict the final
project scope in an effective way.

Benefits Flexible: when it is about the budget of the project and scopes. In getting case it is extremely
flexible and effective for handling the request for changes and alterations.
Cheaper
These methods are cheaper for the client. The developer does not have to charge the risk to
the customer.
Risks are lower
Start quicker
Cost-plus method
It is mostly used for staffing or personal leasing, it is a process when one company lends its
specialists to another company for a specific period of time.
This means clients can borrow developers or quality engineers, etc. they can work there until
the competence of the project. they can hire them for their services.
Benefits
The cost-plus method helps to work cheaper, faster, and less risky. Also, it is less time-
consuming or wants less oversight. Also helps to maintain transparency.

Question 3
Fixed-price engagement model
Positive: Transparency: we can predict the budget transparency before the development of
stars.
Time-saving: This method required less management and supervision as compared to other
methods.
Establishment of trust: It helps in establishing the trust between the partner.

Negative:
High cost: All the risks are predicted and calculated in advance and check all things 2-3 times
including high cost.
No flexibility: there are little and less flexibility.
Non-fixed price model: time and material
Positive: Flexible: when it is about the budget of the project and scopes. In getting case it is
extremely flexible and effective for handling the request for changes and alterations.
Cheaper:
These methods are cheaper for the client. The developer does not have to charge the risk to
the customer.
Negative:
Time-consuming: It is the most time-consuming process. And it needs more oversight.
No guarantees: There are no rock-solid guarantees that projects are completed on time or not.
Discrepancy: it creates the discrepancy between project estimation and the real costs.
Cost-plus method
Positive: The cost-plus method helps to work cheaper, faster, and less risky. Also, it is less
time-consuming or wants less oversight. Also helps to maintain transparency.
Negative: it has a unique disadvantage; the client must warn 2-3 months in advance for
cancellation of service.

Question 4
Cohen-Bradford is a method of people influencing at that time when there is no authority
between two relationships. It is based on a concept of reciprocity, it is an approach that can
be effective it is an approach to getting what we want. It influences the reciprocity or a
common-law sense. It helps to influence those around them when there is an absence of
authority (Nguyen & Mohamed, 2018).

Question 5
It analyze the power and support of stakeholders. It helps and maps the stakeholder by their
power and support.
It is a grid of interest and power.
A matrix that supports and importance of stakeholders
The matrix influence and interest of stakeholders
Map the stakeholders by attitude and knowledge.
It is a tool from project management used by stakeholders to determine the necessary actions.
Align with their goals and project.

Question 6
By mapping, stakeholders serve and help to maintain the relationship between stakeholders
and the project of the company. It also helps in identifying the key stakeholders. It helps to
understand the relevance of stakeholders.

Question 7
Important for managers to assess the commitment and effectiveness of their stakeholders
To make commitments solid that is achievable.
Communication updates all groups.
Promises made with stakeholders (Bouma, 2015).

Question 8
It helps to improve the communications between stakeholders.
Identification of effective and powerful stakeholders helps to give shape to our project in its
early stages. It increases accountability, transparency, more ideas, and issue solving.

Question 9

We have to identify the stakeholders. It’s an early step for stakeholder management to
establish a stakeholder list.
We have to place the stakeholders on the interesting grid.
It motivates our stakeholders.
Also, build our strategy.

Question 10
Two ways of assessing stakeholders’ engagement
By questionnaires
We can engage our stakeholders with surveys or feedback. By survey, we can get a chance to
meet a large no. of people and also get different feedback from many people. This can be
done by email, via the web, face to face, or via phone.
By interviewing stakeholders
It is a very good way or opportunity to gather intelligence and information. Also, it is very
time-consuming. Through interviews, we can gather a lot of information which helps to
connect with stakeholders.

Question 11
We have to identify the stakeholders.
We have to get them involved. Align with them.
Known their needs
Get stakeholders taking
Try to understand.
Work with the team.

Question 12
For that, we have to reduce or lessen the risk of the project.
Manage and maintain the resources in a more effective way.
Make team collaboration.
Meet timelines.
Maintain trust and build it.
Make better relationships with stakeholders.
Make a map for stakeholders.

Question 13
Stakeholders are a very important part of the business. With them, no business can survive
long or not earn a profit. There must be effective policies and effective procedures in regard
to stakeholders. It helps an organization meet its desired objectives. And also, they help them
to contribute to the project. Stakeholders’ inputs are also an important factor in increasing the
quality.

Question 14
Stakeholders are a very important part of the business. With them, no business can survive
long or not earn a profit. They really support the business practices and also, they do financial
support. Stakeholders are people who are interested in our company. They are loyal to
customers and investors too. They are people who help where to invest the money. It
improved communication and also better management.

Question 15
Skills that need to demonstrate when interacting with stakeholders are
Communication: Effective and excellent communication help to build the relationship with
stakeholders. Leadership is also a good skill to demonstrate when interacting with stakeholders.

Question 16
Understand, compromise.

Question 17
It is very important for businesses to listen to and understand the feedback from stakeholders
also helps to give shape and improve the overall business operations. Their consultation is
used for the development of services and products generally (Dawkins, 2014).

Question 18
It is a quantitative investigation of it is a variance that comes with the difference between the
actual behavior and planned behavior. This technique is used to determine the cause. Also
give measures to maintain and control it.

Question 19
We can identify the variance by finding the mean, and to find or identify the mean, we have
to add all sources and then divide them by the. of scores.

I have to identify what stakeholders need and what they actually want we have to take care of
them because they are important to us I have to ask them what their needs are and ask them
for their feedback so we can take ideas from them. We have to identify them and noticed
them closely. Also, we can motivate them. Listen and understand what they saying, and also
we have to determine their motivation.

Part B: Facilitate Stakeholder Commitment
Stakeholder Engagement Assessment Matrix:

Stakeholder Unaware Resistant Neutral Supportive Leading

Finance manager YES YES NO NO YES

Production team leader. YES YES YES YES NO

suppliers NO YES YES NO NO

HR manager YES NO YES YES YES

Sale manager YES YES NO YES YES

1. The methods for communication with stakeholders are:
Their engagement is really necessary for the company to achieve its goal.
We should identify the key stakeholder plan and communication.
Via email or newsletter
Or with communication automation
Via presentation also we can also give them a summary of project reports. Or via video call
or normal call.

2. The variance between the planned or actual engagement the reason maybe the maybe there
is a lack of communication between organizations and stakeholders or maybe we are not able
to provide information to them or not ask them for their feedback, Or maybe they also not
taking an interest this could be the reason for these variances ( Leonido, et al., 2020).

3. My expectation of every stakeholder is clear and I manage the stakeholders differently.
And keep stakeholders in a loop, share evidence and all research with them, and track their
sentiment.

4. We can identify their needs by talking with their communication or effective
communication is the best process to know what others thinking we can communicate to
them face to face, via video call, events, meetings, etc. we have to identify their interest and
actions. We have to maintain regular contact with them.

5. We have to identify the team’s capacity and workload.
We have to distribute the resources in the breakdown structure.
We have to check teamwork and adjust workloads according to need.
We have to improve the efficiency of the team.
We have to review our business goals with priorities.

6. I can take different communication methods to facilitate and achieve the organization’s
goal we can communicate with our stakeholders through video calls, phone calls, face to
meet. Communication helps to achieve our desired goal and also maintain our relationship
with our stakeholders.

7. At that time team need communications, leadership, adaptability, diligence, and
negotiation. We can be trained the employees to share our plan with them and take or give
feedback to give them value.

8. Finance manager is careless we have to give them training he is careless and not come in
meeting or share the idea we can talk with him, also the supplier has late delivery of raw
material we have to ask him for fast delivery. We can do communication in the breakdown
process, or we can create a communication plan, constraints resource.

References
Bouma, J. (2015, April). Timely injection of knowledge when interacting with stakeholders
and policy makers. In EGU General Assembly Conference Abstracts (p. 2620).
Dawkins, C. E. (2014). The principle of good faith: Toward substantive stakeholder
engagement. Journal of Business Ethics, 121(2), 283-295.
Day, S., Blumberg, M., Vu, T., Zhao, Y., Rennie, S., & Tucker, J. D. (2018). Stakeholder
engagement to inform HIV clinical trials: a systematic review of the evidence. Journal of the
International AIDS Society, 21, e25174.
Leonidou, E., Christofi, M., Vrontis, D., & Thrassou, A. (2020). An integrative framework of
stakeholder engagement for innovation management and entrepreneurship
development. Journal of Business Research, 119, 245-258.
Nguyen, T. S., & Mohamed, S. (2018). Stakeholder management in complex projects. In The
7th World Construction Symposium (pp. 497-506).
O’Riordan, L., & Fairbrass, J. (2014). Managing CSR stakeholder engagement: A new
conceptual framework. Journal of business ethics, 125(1), 121-145.

This Student Assessment Booklet includes all your assessment tasks for BSBCRT511 Develop critical thinking in others.

Assessment Task Summary
This unit requires you to complete five assessment tasks. You must satisfactorily complete all tasks to achieve competency for this unit.

Assessment Task Assessment Method Task Summary
Assessment Task 1: Written Questions Written questions Students must answer four written questions in an open-book written assessment.
Assessment Task 2: Apply a Critical and Creative Thinking Model Case study and report You will apply Bloom’s Taxonomy to review a customer complaint and the organization’s Customer Complaints Policy and Procedures. After reviewing the complaint and the Customer Complaints Policy and Procedures, you will investigate and report whether the procedures were followed and the best way to resolve the customer complaint.
Assessment Task 3: Identify Critical Thinking Skills in Your Team/Individuals Role-play, analysis and report You must participate in a role-play to demonstrate your ability to identify critical thinking skills in a team. This role-play will review the CBSA Complaints Policy and Procedure.
Assessment Task 4: Facilitate an Opportunity for Team Members to Demonstrate Thinking Skills Role-play and analysis You must participate in a role play and demonstrate your ability to analyze the team members’ competence in both critical thinking skills and creative thinking skills. This role play aims to identify a strategy for the celebration of CBSA’s 10-year Anniversary.
Assessment Task 5: Report on Critical and Creative Thinking Skills Report Prepare a report on how the role play in Assessment Task 4 met its requirement to enable team members to demonstrate critical and creative thinking. Include a summary of your analysis of team members and recommendations for developing team members.

Required Additional Documents
The following additional documents support this Student Assessment Booklet and form part of the assessment tool for this unit. You will require them to complete the assessments for this unit.
⦁ CBSA Intranet and Policy and Procedures
⦁ CBSA Complaints and Appeals Policy
⦁ Action Plan Template (Assessment Task 3)
⦁ Critical and Creative Thinking Checklist (Assessment Task 3)
⦁ Critical Thinking Skills Analysis Guide (Assessment Task 4)
⦁ Creative Thinking Skills Analysis Guide (Assessment Task 4)

Assessment Task Cover Sheet
At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for each task where you need to submit items for assessment, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task and will write this on the back of the Task Cover Sheet.

Submitting your Assessment Tasks
When you have completed your assessment tasks, you will need to submit them, according to the instructions provided to you by your assessor or RTO.
If you are provided with a due date, you must make sure you submit your tasks in accordance with it. You may be required to apply for an extension if you require extra time, according to your RTO’s policies and procedures.
Instructions about submission can be found at the beginning of each assessment task.
Make sure you keep a copy of your tasks before you submit them. Your RTO will need to keep them as evidence and may not be able to return them to you.

Assessment Attempts and Resubmissions
You have up to three attempts to complete each assessment tasks satisfactorily. If after the third attempt, you have not completed a task satisfactorily, your assessor will make alternative arrangements for assessment, which may involve additional training and time to consolidate your skills and knowledge. When you are required to resubmit, you may be required to:
⦁ resubmit incorrect answers to questions (such as for written tasks and case studies)
⦁ resubmit all or part of a project, depending on how the error affects the overall outcome of the task
⦁ redo a role-play after being provided with appropriate feedback about their original performance
⦁ be observed a second (or third) time undertaking any tasks or activities that were not completed satisfactorily the first time, after being provided with appropriate feedback.
When you are required to resubmit, you’ll be given a due date for your resubmission. For example, you may:
⦁ be given 30 days in which to resubmit incorrect responses to written tasks, projects and so on
⦁ be provided with on-the-day feedback about their performance in a role-play and then redo the task immediately
⦁ need to redo workplace-based tasks (if applicable) during the same workplace visit or in a later observation – you should discuss arrangements with the student’s supervisor to agree on a suitable time and date for reassessment.
All re-submissions will be conducted in accordance with the RTO’s policies and procedures.

Assessment Outcomes
Each assessment task will be given an outcome of either Satisfactory (S) or Not Satisfactory (NS). You must complete all tasks satisfactorily to achieve an overall outcome of Competent (C) for a unit. If one or more of tasks are assessed as Not Satisfactory, you will be given an outcome for the unit of Not Yet Competent (NYC).
You will be given a total of three attempts to complete each task and achieve a Satisfactory outcome. In the case of resubmission, you will be given a date by which you will need to resubmit, and you’ll be given feedback about what needs to be addressed in your resubmission.

Plagiarism, Cheating and Collusion

Plagiarism, cheating and collusion on assessments is not acceptable. Any incidence of this is considered academic misconduct. The definitions of each of these are below.
⦁ cheating – seeking to obtain an unfair advantage in the assessment of any piece of work
⦁ plagiarism – to take and use the ideas and/or expressions and/or wording of another person or organization and pass them off as your own by failing to give appropriate acknowledgement. This includes material from any sources, such as staff members, other students, authors, texts, resources and the internet, whether published or unpublished
⦁ collusion – unauthorized collaboration between students.
Where your assessor believes there has been an incident of academic misconduct involving plagiarism, cheating, and/or collusion, this will be addressed in line with the RTO’s policies and procedures which may ultimately lead to your withdrawal or you needing to complete the whole unit again.

Assessment Appeals
If you don’t agree with an assessment decision made, you have the right to appeal it. You may need to lodge your request for an appeal within a certain amount of time from the original decision being made. You will need to make your appeal in writing and follow your RTO’s process for appeals. Refer to your Student Handbook for more information about our appeals process.

Reasonable Adjustment
A legislative and regulatory framework underpins and supports the delivery of vocational education and training across Australia. Under this framework, providers of vocational education and training must take steps to ensure that students with recognized disabilities have the same learning opportunities and same opportunities to perform and complete assessments as students without disabilities. Sometimes reasonable adjustments are made to the learning environment, training delivery, learning resources and/or assessment tasks to accommodate the particular needs of a student with a disability. An adjustment is reasonable if it can accommodate the student’s particular needs while also taking into account factors such as:
⦁ the views of the student
⦁ the potential effect of the adjustment on the student and others
⦁ the costs and benefits of making the adjustment.
RTOs are obliged by law to provide reasonable adjustments where required to ensure maximum participation of students with a disability.
Making reasonable adjustments requires the RTO to balance the need for change with the expense or effort involved in making this change. If an adjustment requires a disproportionately high expenditure or disruption, it is not likely to be reasonable.1
Please discuss with your assessor if you believe a reasonable adjustment to an assessment task, method or process needs to be made on the basis of disability.

1 Source: Innovation & Business Skills Australia. (2015). BSB business services training package: implementation guide. Retrieved from https://vetnet.gov.au/Public%20Documents/BSBv1.2%20Business%20Services%20Implementation%20Guide.pdf.

Dimensions of Competency
To be competent, you must show your ability to perform effectively in a broad capacity. The dimensions of competency ensure the person being assessed has the skills to perform competently in a variety of different circumstances. To be competent, you must demonstrate the following:
⦁ Task Skills: The skills needed to perform a task at an acceptable level. They include knowledge and practical skills, and these are usually described in the performance criteria.
⦁ Task Management Skills: These are skills in organizing and coordinating, which are needed to be able to work competently while managing a number of tasks or activities within a job.
⦁ Contingency Skills: The skills needed to respond and react appropriately to unexpected problems, changes in routine and breakdowns while also performing competently.
⦁ Job Role/Environment Skills: The skills needed to perform as expected in a particular job, position, location and with others. These skills may be described in the range of variables and underpinning skills and knowledge.

Principles of Assessment and Rules of Evidence
Assessment must be conducted in accordance with the rules of evidence and principles of assessment. The following definitions of these terms are taken from the Australian Skills Quality Authority’s Users’ guide: standards for registered training organizations (RTOs) 2015.

Principles of Assessment
⦁ Validity: ‘Any assessment decision of the RTO is justified, based on the evidence of performance of the individual learner. Validity requires:
⦁ assessment against the unit(s) of competency and the associated assessment requirements covers the broad range of skills and knowledge that are essential to competent performance
⦁ assessment of knowledge and skills is integrated with their practical application
⦁ assessment to be based on evidence that demonstrates that a learner could demonstrate these skills and knowledge in other similar situations
⦁ judgement of competence is based on evidence of learner performance that is aligned to the unit/s of competency and associated assessment requirements.’
⦁ Reliability: ‘Evidence presented for assessment is consistently interpreted and assessment results are comparable irrespective of the assessor conducting the assessment.’
⦁ Flexibility: ‘Assessment is flexible to the individual learner by:
⦁ reflecting the learner’s needs
⦁ assessing competencies held by the learner no matter how or where they have been acquired
⦁ drawing from a range of assessment methods and using those that are appropriate to the context, the unit of competency and associated assessment requirements, and the individual.’
⦁ Fairness: ‘The individual learner’s needs are considered in the assessment process. Where appropriate, reasonable adjustments are applied by the RTO to take into account the individual learner’s needs. The RTO informs the learner about the assessment process and provides the learner with the opportunity to challenge the result of the assessment and be reassessed if necessary.’

Rules of Evidence
⦁ Validity: ‘The assessor is assured that the learner has the skills, knowledge and attributes as described in the module or unit of competency and associated assessment requirements.’

⦁ Sufficiency: ‘The assessor is assured that the quality, quantity and relevance of the assessment evidence enables a judgement to be made of a learner’s competency.’
⦁ Currency: ‘The assessor is assured that the assessment evidence demonstrates current competency. This requires the assessment evidence to be from the present or the very recent past.’
⦁ Authenticity: ‘The assessor is assured that the evidence presented for assessment is the learner’s own work.’

Glossary of Instructional Task Words
The assessment tasks use a range of instructional words, such as ‘compare’ and ‘list’. These terms will guide the student and yourself regarding the level of detail that must be provided in students’ answers. Some questions will also tell you how many answers students need to give – for example, ‘Describe three
strategies…’. Use the following glossary to guide you in interpreting the words in the tasks:
⦁ Analyze – This means you should break an issue down into its component parts, identify them and explain how they relate. You should discuss the issue in detail and methodically.
⦁ Compare – This means you should describe the similarity or differences between two or more things, ensuring you also discuss the relevance of the differences. You may also be asked to ‘contrast’, as in ‘compare and contrast’, which means you are also focusing on the dissimilarity.
⦁ Define – This means you should explain the meaning or interpretation of a term or concept in your own words, including any qualities which are essential to understanding.
⦁ Describe – This means you should outline the most noticeable qualities or features of an idea, topic or the focus of the question.
⦁ Discuss – This means you must point out the important issues or features, key points, possible interpretations, and debate through argument. You should provide reasons for and against.
⦁ Evaluate – This means you must judge or calculate the quality, importance, amount, or value of something. You must provide an in-depth answer with as much detail as possible.
⦁ Examine – This means you must look at, or consider, the item or subject carefully and in detail to discover something about it. You will need to provide a detailed response with key points and features. You should provide a response with as much detail as possible, but a minimum of one or two paragraphs in length. Examine is similar to analyze.
⦁ Explain – This means you need to make something clear or show your understanding by describing it or providing information about it. You will need to make clear how or why something happened or something is the way it is.
⦁ Identify – You must recognize something and indicate what the required information is. The length of the answer should be guided by what you are being asked to identify.
⦁ List – You must record short pieces of information in a numbered or bulleted form with one or two words or sentences on each line.
⦁ Outline – You must give a brief description of the main facts or sequence of events about something. The length of the response should be guided by what you are required to outline. As long as you include the main facts or points, then that’s enough.
⦁ Summaries – You must ⦁ express the most important facts or points about something in short and concise form.

The following outlines the assessment requirements for this unit. You are required to complete all assessment requirements outlined below to achieve competency for this unit.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.

Assessment Tasks Due Date
1. Assessment Task 1 – Written Questions
2. Assessment Task 2 – Apply a Critical and Creative Thinking Model
3. Assessment Task 3 – Identify Critical Thinking Skills in Your Team/Individuals
4. Assessment Task 4 – Facilitate an Opportunity for Team Members to Demonstrate Thinking Skills
5. Assessment Task 5 – Report on Critical and Creative Thinking Skills

AGREEMENT BY THE STUDENT
Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure you sign this before you start any of your assessments.
Have you read and understood what is required of you in terms of assessment? ⦁ Yes ⦁ No
Have you read and understood the RTO’s policies and procedures related to reassessment? ⦁ Yes ⦁ No
Do you understand the requirements of this assessment? ⦁ Yes ⦁ No
Do you agree to the way in which you are being assessed? ⦁ Yes ⦁ No
Do you have any special needs or considerations that must be made in preparation for this assessment? If yes, what are they? ⦁ Yes ⦁ No

Do you understand your rights to appeal the decisions regarding assessment?
⦁ Yes
⦁ No

Assessment Task Number and Title
Satisfactory/ Not satisfactory

Date Is this a reassessment? Y/N
Assessment Task 1: Written Questions

STUDENT DECLARATION
I declare that these tasks are my own work.
⦁ None of this work has been completed by any other person.
⦁ I have not cheated or plagiarized the work or colluded with any other student/s in the completion of this work.
⦁ I have correctly referenced all resources and reference texts throughout these assessment tasks.
⦁ I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be taken against me.

Student Signature: Date:

ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback. A copy must be supplied to the office and kept in the student’s file with the evidence.

Assessor Signature: Sofia

Assessor Name: SOFIA

Date: 23 May, 2022

TASK SUMMARY ⦁ This is an open book written assessment.
⦁ There are four questions, and some questions have sub-parts.
⦁ You must answer all questions and their parts correctly to achieve a satisfactory outcome for this task.

RESOURCES AND EQUIPMENT REQUIRED

⦁ Access to your learning materials
⦁ Access to a computer, printer and internet
⦁ Access to Microsoft Word (or a similar program)

WHERE AND WHEN THIS TASK WILL BE COMPLETED

⦁ You will complete this task in your own time, or you may be provided with time in class to complete it (where applicable)
⦁ You will be advised of the due date for this task

WHAT HAPPENS IF YOU GET SOMETHING WRONG

If your assessor marks any of your answers as incorrect or insufficient, they will make arrangements with you for resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may need to provide new written responses to the questions that were answered incorrectly. Your assessor will give you a due date by which this must be provided.

SUBMISSION REQUIREMENTS

⦁ Your answers for each question

TASK INSTRUCTIONS ⦁ This is an open book written assessment – you can use your learning materials as reference
⦁ You must answer all questions and their parts correctly to achieve a satisfactory outcome for this task
⦁ Refer to the Glossary of Instructional Task Words for descriptions of instructional words to guide you in the level of response required in each question

QUESTION 1
Explain the difference between critical thinking and creative thinking?

The difference between creative thinking and critical thinking is as creative thinking is required the explore new possibilities and find some new angles in the activities while critical thinking is focused on the logical and rational process for evaluating the task which exists already in the organisation or at the workplace.

QUESTION 2
Describe two examples of when creative thinking might be used in the workplace.

Finding new ways to carry out a new task, solve problems, and meet challenges at the workplace.

QUESTION 3
List five types of questions critical thinkers ask?

i. What is the other way to into the issue?

ii. Do you Agree or Disagree with the Task and why?

iii. How would you solve this problem?

iv. Why does this task matter?

v. what are the issue and the conclusion?

QUESTION 4
Looking at Bloom’s Taxonomy for critical thinking, Knowledge, in the workplace could be applied by knowing where to find a process or policy.
For each of the remaining levels in Bloom’s Taxonomy, describe at least one example a task or action at each level that could be applied in the workplace:
⦁ Comprehension
⦁ Application
⦁ Analysis
⦁ Synthesis
⦁ Evaluation

Comprehension: is to find the task at work how it is done and why the task is done.

Application: the application of the task should be known in the workplace

Analysis: to analyze the task how it will be plied and what is its uses

Synthesis: to know the result of the task at the workplace.

Evaluation: the task should be evaluated so that it can be confirmed that the task at the workplace was done in the right way if not then reassess that task and do it accordingly.

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Name:
Date of observation/ submission:
Unit: BSBCRT511 Develop Critical Thinking in Others
No. of pages in submission:
Assessor to complete

Assessment Task Number and Title
Satisfactory/ Not satisfactory

Date Is this a reassessment? Y/N
Assessment Task 2: Apply a Critical and Creative Thinking Model

Student Signature: Date:

Assessor Signature: Sofia

Assessor Name: SOFIA

Date: 23 May, 2022

The following assessment tasks use a simulated business called Complete Business Solutions Australia (CBSA). In order to complete the assessment tasks, you will need to access information, templates, policies and procedures associated with CBSA. This can be done in one of two ways: either your assessor will provide you with copies of the appropriate documents, or they will provide you with login details for CBSA’s website. Navigate to www.cbsa.com.au, select ‘Log in’ and enter your username and password prior to completing your assessment tasks.
For this assessment you will play the role of Tina Hughes, CBSA Sales and Marketing Manager. CBSA is a consultancy service providing assistance with compliance, finances, human resources, information technology and other business needs to ensure that businesses have the expertise and support they need to survive and prosper. You should familiarize yourself with what CBSA does, its services and history, the organizational structure of the business, its employees, and its mission, vision and business objectives.

TASK SUMMARY For this assessment task, you will apply Bloom’s Taxonomy to review a customer complaint and the organization’s Customer Complaints Policy and Procedures. After reviewing the complaint and the Customer Complaints Policy and Procedures, you will investigate and report whether the procedures were followed and the best way to resolve the customer complaint.

RESOURCES AND EQUIPMENT REQUIRED

⦁ Access to your learning materials
⦁ CBSA Intranet and Policy and Procedures (available via the CBSA website)
⦁ CBSA Complaints and Appeals Policy (available via the CBSA website)
⦁ Access to Microsoft Word (or a similar program)

WHERE AND WHEN THIS TASK WILL BE COMPLETED

⦁ You will complete this task in your own time, or you may be provided with time in class to complete it (where applicable)
⦁ You will complete this task at work or on your placement
⦁ You will be advised of the due date for this task

WHAT HAPPENS IF YOU GET SOMETHING WRONG

If your Assessor marks any of your answers as incorrect or insufficient, they will make arrangements with you for resubmission. Your Assessor may ask you some questions verbally to check your understanding, or you may need to provide new written responses to the questions that were answered incorrectly. Your Assessor will give you a due date by which this must be provided.

SUBMISSION REQUIREMENTS ⦁ You must submit a report (in Microsoft Word) which clearly outlines:
⦁ issue/problem – as stated in the email from Gavin Stead
⦁ the requirements of the CF002 Complaints and Appeals Policy and Procedures
⦁ an explanation as to why the customer complaint was not acknowledged a resolution.

TASK INSTRUCTIONS

You must complete all parts of the task outlined below.

TASK INSTRUCTIONS
You are required to review and critically analyze a customer complaint and the organization’s Customer Complaints Policy and Procedures.
In order to successfully complete the assessment, you must undertake the following tasks:
⦁ Carefully read the email from Gavin Stead to familiarize yourself with the required scenario.
⦁ Download CF002 Complaints and Appeals Policy from the CBSA website to review the current policy.
⦁ Read the interview outcomes/statements from the staff involved.
⦁ Research and apply a model of critical and creative thinking to work through the problem. Use the Critical and creative thinking template to guide your work.
⦁ Examine procedure failures to adhere to the documented procedure.
⦁ Identify next steps to resolve the customer complaint.
⦁ Identify the action to be taken to ensure all staff understand and follow the documented CF002 Complaints and Appeals Policy.
⦁ Prepare a report documenting the actions to be taken including
⦁ Why the complaint was not received
⦁ Any breaches of CBSA policies are procedures
⦁ The next steps to resolve the customer complaint
⦁ Any additional action to be taken
⦁ Attached your creative and critical thinking template outlining how you analyzed, synthesized, and evaluated the situation.
To begin this part, read the following email and its attachment, then complete the tasks that follow:

To: Tina Hughes (tina.hughes@cbsa.com.au)
From: Gavin Stead (gavin.stead@cbsa.com.au)
Date/time: Monday 10:30 a.m.
Subject: Customer Complaint

Attachment: Complaint.docx, Complaints Register July–Dec.docx, Critical and Creative Thinking Template.docx

Good morning Tina,
I have received a further complaint from a client, who claims that she sent a formal complaint to me 30 days ago.
You will need to research and apply a creative and critical thinking model to solve this issue.
Could you please read the email from Wendy Nguyen, and investigate and prepare a formal report that addresses the following:
⦁ Determine why the complaint was not received.
⦁ Determine any breaches of CBSA policies are procedures.
⦁ Determine the next steps to resolve the customer complaint.
⦁ Determine any additional action to be taken.
Attached is the original complaint received in our central email address.
Can you please complete the attached template that outlines which creative and critical thinking model you have applied to analyze the situation and how you analyzed, synthesized, and evaluated the situation?
Kind Regards, Gavin Stead

Managing Director
300 Fictional Way, Sydney, NSW 2000

Phone: 1800 111 222
www.cbsa.com.au

ATTACHMENTS BELOW:
⦁ Complaint.docx

ONE STAFF SOLUTIONS
10 Main St,
Sydney, NSW 2000
Phone: 1800 000 000
To:
feedback@cbsa.com.au

From:
W.Nguyen@1staffsolutions.com.au

Date/time:
Monday 5:00 p.m.

Subject:
Complaint
Dear Sir/Madam,
I am writing today to complain of the poor service I received from CBSA on November 12, 2020. I was visited by a representative of CBSA, Mr. Simons, at my business on that day.
Mr. Simons was one hour late for our finical planning appointment and offered nothing by way of apology when he arrived at noon. Your representative did not follow social distancing protocol and was rude to our office manager. Mr. Simons then proceeded to present a range of products to me that I had specifically told his assistant by telephone I was not interested in. I repeatedly tried to ask your representative about the products of interest to me, but he refused to answer my questions. We ended our meeting after 25 minutes without either of us having accomplished anything.

I am most annoyed that I wasted a morning (and half a day’s vacation) waiting for Mr. Simons to show up. My impression of CBSA has been tarnished, and I am now concerned about how your firm is managing my existing business. Furthermore, Mr. Madman’s inability to follow social distancing protocol has meant that I have had to engage the services and incur the expense, of a professional cleaner in our entry and meeting room.
I trust this is not the way CBSA wishes to conduct business with valued customers—I have been with you since the company was founded and have never encountered such treatment before. I would welcome the opportunity to discuss matters further and learn how you propose preventing a similar situation from recurring. I look forward to hearing from you.
Yours faithfully, Wendy Nguyen
⦁ Complaints Register July–Dec.docx

COMPLAINTS REGISTER JULY–DECEMBER
Source of Complaint Client Date Recorded Action Taken Date of Action Employee
Poor service ABC Doors 01/7/2020 Referred to Gavin 12/7/2020 Tina Hughes
client Stead
Gavin Stead
contacted client
Incorrect invoice South Melbourne Primary School 10/8/2020 Referred to CFO Invoice resend and client contracted 12/7/2020 Wi Zhang
Outstanding debit Telco Communications 11/10/2020 Account for telecommunication not paid 12/10/2020 Brenda Hawkins
⦁ Critical and creative thinking template.docx

CRITICAL AND CREATIVE THINKING TEMPLATE
Model of critical and creative thinking applied Suggests that thinking about the elements of the problem and critically questioning and then purposeful ideas of problem-solving,
Analysis Stage Using the data and facts that are present in the e-mail and complaint letter and also by investigating the staff by interviewing them
Synthesis Stage A balance of the thinking and rephrase the problem and complaint by a focus on the positive language
Evaluation Stage By making some conclusions on the ideas of problem-solving and making logical connections to solve problems effectively.
During your investigation of the matter, you interviewed the office staff that responds to the emails received in the feedback@cbsa.com.au email address, Jinni Choa.

Jinni: ‘When I read the email, I thought that Wendy Nguyen had no right to complain as they had previously told the sales team that they were not going to continue with CBSA and were going to engage a competitor to manage their financial planning. The email is probably still in the Main Inbox.’
As part of your investigation of the matter, you reviewed the induction attendance record for Staff Professional Development.

Training Module Staff Professional Development – Induction
Jinni Choa Tina Yates Sam Tailor James Hanson Jason Yee Brenda Hawkins Jane Porter
Cultural Awareness Completed 4/5/2020 Completed 1/2/2021 Completed 12/4/2020 Completed 6/3/2020 Completed 12/4/2020 Completed 4/5/2021 Completed 1/11/2020
Customer Complaints Completed 1/2/2021 Completed 12/4/2020 Completed 6/3/2020 Completed 12/4/2020
Compliance Completed 4/5/2020 Completed 1/2/2021 Completed 12/4/2020 Completed 6/3/2020 Completed 12/4/2020 Completed 4/5/2021 Completed 1/11/2020
Health, Safety and Environment Completed 4/5/2020 Completed 12/4/2020 Completed 6/3/2020 Completed 12/4/2020 Completed 4/5/2021 Completed 1/11/2020

Report

As I read the email from Gavin Stead that there is a customer complaint that CBSA received but the complaint was received by Our staff and the complaint was about the meeting and the poor service that was received by the W. Nguyen business on 12 Nov 2020 as I go through whole complaint and documents of customers complaint registers and also investigate whole staff by doing meeting individually. I got the reason why the complaint was received by the staff as I investigating Miss Jinni who is employed at our workplace I ask her the reason she directly said that Wendy Nguyen has no right to complain because when previously sales team of CBSA team visited her business place she directly told our team that her business organisation was not going to continue with CBSA and they will going engage a competitor to manage their financial planning.
When I heard this from Jinni I was also shocked about this Statement about the CBSA so I asked him if there is any mail or any proof in writing that they said this she replied the mail is in the inbox of mail, so I come to conclusion and after analysing the whole situation about the problem that this is the reason why the complaint was not registered by our office staff.
As per concerns of breaches of CBSA policies I further investigate I found no breaches in the policies so I came to the conclusion that not registering of complaint was nothing but just some reaction to that statement by the Wandy and this statement led to a change in the behaviour of staff toward Wandy business and that lead to reachingMr Simon late in the financial planning appointment. Our staff was not interested in meeting but because of the appointment, Mr Simons goes to Wandy workplace to complete the formality of the appointment and this led to the problem that happen that day.
But the positive from this complaint is that they are still interested in CBSA and also want CBSA to solve the problem of financial planning, because if they want to discontinue they will not complain to us and don’t ask for a solution from us.
To solve this problem after analysis and synthesis of the idea of solving a problem and the cause of the problem I get the conclusion that there should be a meeting with office staff and others so that we can deliver them some important things like how to handle a situation like as they are one of the best customers since company founded so letting them go away from us may have worst effect to the policies because everyone is important for us and staff should always behave well in any conditions and also it is important that they also attract the going away customers by creative thinking so that they will continue with for a longer time.

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Name:
Date of observation/ submission:
Unit: BSBCRT511 Develop Critical Thinking in Others
No. of pages in submission:
Assessor to complete

Assessment Task Number and Title
Satisfactory/ Not satisfactory

Date Is this a reassessment? Y/N
Assessment Task 3: Identify Critical Thinking Skills in your Team/Individuals

STUDENT DECLARATION
I declare that these tasks are my own work.
⦁ None of this work has been completed by any other person.
⦁ I have not cheated or plagiarised the work or colluded with any other student/s in the completion of this work.
⦁ I have correctly referenced all resources and reference texts throughout these assessment tasks.
⦁ I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be taken against me.

Student Signature: Date:

Assessor Signature: Sofia

Assessor Name: SOFIA

Date: 23 May, 2022

TASK SUMMARY

For this assessment task, you must participate in a role-play to demonstrate your ability to identify critical thinking skills in a team. This role-play will review the CBSA Complaints Policy and Procedure.

RESOURCES AND EQUIPMENT REQUIRED

⦁ Critical thinking checklist.
⦁ Access to Microsoft Word (or similar).
⦁ Access to role-play participants

WHERE AND WHEN THIS TASK WILL BE COMPLETED

⦁ You will complete this task in your class to complete it (where applicable)
⦁ You will be advised of the due date for this task.

WHAT HAPPENS IF YOU GET SOMETHING WRONG

SUBMISSION REQUIREMENTS

⦁ Zarvana Critical Thinking Roadmap Checklist for two team members
⦁ Action plan to develop the team members Critical Thinking skills
⦁ Your Assessor will record the outcome of the role play components of this assessment in your Assessment Record Tool.

TASK INSTRUCTIONS

You must complete all parts of the task outlined below.

TASK INSTRUCTIONS
You are required to play the role of Tina Hughes (Sales and Marketing Manager) at CBSA. Your Assessor will play the role of Gavin Stead (Managing Director), additional participants will be allocated the roles of Team Member 1 and Team Member 2.
In order to successfully complete this role-play assessment, you must undertake the following tasks:
⦁ Review the current state of play.
Carefully read the email from Gavin Stead to familiarise yourself with the required scenario. Download CF002 Complaints and Appeals Policy from the Intranet to review current policy. Read the interview outcomes/statements from the staff involved.
Review your report from Assessment Task 2

To: Tina Hughes (tina.hughes@cbsa.com.au)
From: Gavin Stead (gavin.stead@cbsa.com.au)
Date/time: Thursday 10:30 a.m.

Subject: Implementation of the Action Plan regarding Customer Complaint
Attachment: Critical and Creative Thinking Checklist.docx, Action Plan
Template.docx
Good morning Tina,
Thank you for investigating the customer complaint. Your report clearly outlines the reasons why I did not receive the complaint.
Please schedule a meeting with the administration team to review the Complaints Policy and include a plan to improve your staff’s critical thinking skills.
In relation to your team’s ability to undertake critical thinking, could you please conduct the following tasks:
⦁ Assess the current levels of critical thinking of two of your team members and yourself, using the attached Critical and Creative Thinking Checklist.
⦁ Develop an action plan, using the attached Action Plan template, to implement to progress your team members from their current level of critical thinking to the next level.
⦁ Prepare a slide on your expectations of each team member post-implementation ‘What Success Looks Like’.
Kind Regards, Gavin Stead
Managing Director
300 Fictional Way, Sydney, NSW 2000

Phone: 1800 111 222
www.cbsa.com.au

ATTACHMENT BELOW:
⦁ Critical and Creative Thinking Checklist

CRITICAL AND CREATIVE THINKING CHECKLIST
The following criteria is based on the Critical Thinking Roadmap, developed by Zarvana at https://hbr.org/2019/10/a-short-guide-to-building-your-teams-critical-thinking-skills.
Use this list of competencies below or adapt the competencies to suit your own needs, to identify where your team members are in the phases of critical thinking.
Identify individual and team knowledge gaps Team Member: #
Phase 1: Execute Competent Not Yet Competent
The team member does what they are asked to do: Describing the changes in the policy
⦁ They complete all parts of their assignments. Competent
⦁ They complete them on time. Competent
⦁ They complete them at or close to your standard of quality.
The team member can explain what they did, how they did it and why they did it that way.
Team member makes suggestions on how to improve their work. (Ready to move to next phase.) There should be a meeting with the coordinator to explain how the task will go and how toconvenience clients
Phase 2: Synthesise
Team member sorts through a range of information and determines what is important, for example, summarise key takeaways after an important meeting.
⦁ They can identify all the important insights. Competent
⦁ They exclude all unimportant insights. Not competent
⦁ They accurately assess the relative importance of the important insights. Competent
⦁ They communicate important insights clearly and succinctly. Not competent
The team member can provide a summary of important insights and implications for future work on the spot without preparation. (Ready to move to next phase.)
Phase 3: Recommend
Team member moves from identifying what is important to determine what should be done.
⦁ They always provide a recommendation when asking you questions instead of relying on you to come up with answers. Competent
⦁ They demonstrate appreciation for the potential downsides of their recommendation. Competent

⦁ They consider alternatives before landing on a recommendation. Not competent
⦁ Their recommendations are backed by strong, sensible reasoning. Not competent
Team member makes recommendations before you share your opinion. Competent
Team member shares rationale, the alternatives they considered and the downsides of their recommendations. Competent
Team members make reasonable recommendations that reflect a sound business judgement on work that is not their own. (Ready to move to next phase.)
Phase 4: Generate
The team member can create something out of nothing. Not competent
⦁ They propose high-value work that doesn’t follow logically from work they are already doing.
⦁ They convert your and others’ visions into feasible plans for realising those visions. Competent
⦁ They figure out how to answer questions you have but don’t know how to answer. Competent
Team member keeps a list of their ideas for improving projects, the department or the organisation.
The team member is willing to share those ideas with you. (Team member applies critical thinking skills)

⦁ Action Plan Template.docx

ACTION PLAN TEMPLATE
Assess team members Team Member Actions Team Leader Actions
For example, the Team Member lacks self- confidence but is able to summarise the key takeouts of the meeting. Team Member is ready to move from Phase 1 to Phase 2. For example, complete Assertiveness Skills Training to build confidence to speak up.
For example, take notes or minutes in meetings and prepare a summary of the meeting. For example, provide less instruction when assigning tasks to encourage the team member to think about the process required or ask questions.
For example, invite a team member to more meetings and ask them to take the minutes.
The team members can understand the meeting points but at the delivery time, they were not able to answer the client’s questions and this lack of the creative and critical thinking team members. Assertiveness Skills Training to build confidence to speak up.
And also try to develop the behaviour of fully understanding and asking your doubts while in meeting The team leader should motivate all the team members so that they have the confidence to ask doubt and should give demonstrations so that team members can properly handle clients.

Barriers to not moving from Phase 1 to phase 2 Not properly instructed by the team leader They are not able to maintain the standards and quality of assignment
Team leaders should instruct team members so that they can do work properly
To develop a team member to move from Phase 3 to Phase 4
Strong recommendation not provided by strong reasons Should think critically so that there should be strong reasons for any comment The team leader should give every aspect to understand the project
Barriers to progress to the next phase of critical thinking
They only know what is important but they didn’t know what should be avoided and this leads them to communication firstly, they should understand what is important and they also learn what should be avoided so that they cannot
Team leaders should clearly instruct the members that what is to avoid while doing any assignment
⦁ Spend time prior to the role play practising your selected questioning and listening techniques as well as skills/methods regarding critical thinking and generating solutions to problems.
⦁ Participate in the role play.
You will play the role of Tina Hughes (Sales and Marketing Manager) CBSA, and your Assessor will play the role of CBSA’s Gavin Stead (Managing Director), while fellow students will play the roles of Peter Perry (office staff member) and Sarah Lee (office staff member).
Throughout the role play you are to complete/fill-in the Critical and Creative Thinking Checklist. Ensure you have a pen and paper, tablet or laptop for this purpose.
Once you have completed the Critical and Creative Thinking Checklist, you will need to ensure it is produced using software such as MS Word and provided to Gavin Stead (Assessor) as per email instructions.
During the role play you must demonstrate the following:
⦁ Verbally consult with all stakeholders (team members). Identify key issues and challenges.
⦁ Apply questioning techniques and listening techniques in order to gain the views and opinions of the team.
⦁ Elicit knowledge and experience from the team to further develop proposed solutions. Apply your selected solution generating technique, for example, cause and effect, fishbone, brainstorming session etc.
⦁ Show the ability to use critical thinking skills when deliberating solutions, testing, strengthening and exploring new ways of thinking etc.
⦁ Verbally explain to the team how solutions are to be developed. For example: explaining the benefits of methods such as brainstorming etc.
⦁ Gain team agreement on a proposed action plan for selecting the most suitable option.
⦁ Critically evaluate solutions and reflect on information gathered during consultation. Take into consideration viewpoints of others as well as current workplace practice and selection criteria etc.
⦁ Develop an Action Plan to develop the Critical Thinking Skills of team members. Ensure your action plan includes the following:
⦁ current phase for the team member
⦁ current work environment
⦁ recommended team member actions, including tasks and/or training activities for each team member to complete to move to the next phase of critical thinking
⦁ recommended team leader actions, including tasks and/or training activities for each team to complete to move to the next phase of critical thinking
⦁ recommended environment changes to encourages the application of critical and creative thinking

⦁ how the recommended tasks and/or training activities can be monitored to ensure improvement in critical thinking practices.
⦁ Compose a one-page report to Gavin Stead – Managing Director (Assessor) providing a brief summary of what success looks like if you successfully implement the Action Plan with your team members and team leaders. Ensure you include the following in your report:
⦁ a brief description summarising the purpose of the report
⦁ summary of the consultation and your final proposed solution
⦁ the current level of critical thinking and what you hope each team member will achieve the following implementation
⦁ attached and completed Action Plan
⦁ visual presentation/pictograph or charts.

Roleplay
Tina Hughes: Good Morning to all of you I am the sales and marketing manager at CBSA so thank you for giving your precious time, as you all know about the recent incident that had happened a few days back so I am not here to discuss that incident with you because as you already know that from that incident I observe many things in the office staff members and among team members there are some problems.
Team members: good Morning Mam so what are the problems that you observed?
Tina Hughes: I will tell let me ask you did you complete all your tasks efficiently and effectively and without negotiating the quality of the task?
Team member 1: yes mam but some tasks are done but not as per standards that needed to complete
Tina Hughes: so what problem did you face in the quality maintenance of the ask?
Team member1: the team leaders did not give clear instructions and lack in the information needed to complete the work.
Tina Hughes: ok I will see that, so the next thing I want to ask you is an insight into important and unimportant things of the assignment?
Team member2: yes, I understood all importantaspects of the project but was not able to understand what is to avoid in that project and this led to communication problems during the delivery of the task.
Tina Hughes: ok I will into the problem and I would like to suggest you if you ever encounter any problem first you should think critically and creatively these thinking aspects can change the ways of doing your task properly and efficiently so I will make a creatively and critically thinking plan and according to that training will be done so that you will become more efficient work. Any other problem that you are facing related to a task or project?
Team members: no Mam
Tina Hughes: ok thank you now I leave and I recommend the action plan as soon as possible.

Report
As the I conducted meetings with team members to know what the flaws and strong points in the thinking of members are and also to know how they handle any project and task to do effectively and to analyse why these problems are coming during the projects and tasks I come to know many problems in the thinking of team members.
Firstly, there should be proper training because in a team meeting I asked many questions to the team members in which I identified that they are lacking in creative and critical thinking skills and these skills are important for the development of many team members do hard work but they didn’t quality of the task, many members know what is important to do the task but they don’t know how to avoid unimportant things and also don’t know what the things that they need to avoid due to which they have lacked in communication with clients, they also give recommendations but they are unable to give reasons to support those recommendations due to which they lack in confidence in front of clients and importantly they figure out the answers that asked by the clients but they don’t know how to answer them.
To encounter these problems in the workplace I made an action plan that will to some extent to team members to think critically and creatively my recommendation is to develop a training program that should help team members, and also there is more recommendation for the respective team leaders that when they working on any project with team members they should give all the information related to that project every detail of project should be delivered to the team members.

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Name:
Date of observation/ submission:
Unit: BSBCRT511 Develop Critical Thinking in Others
No. of pages in submission:
Assessor to complete

Assessment Task Number and Title
Satisfactory/ Not satisfactory

Date Is this a reassessment? Y/N
Assessment Task 4: Facilitate an Opportunity for Team Members to Demonstrate Thinking Skills

Student Signature: Date:

Assessor Signature: Sofia

Assessor Name: SOFIA

Date: 23 May, 2022

TASK SUMMARY
For this assessment task, you must participate in a role play and demonstrate your ability to analyse the team members’ competence in critical thinking and creative thinking skills. This role play will endeavour to identify a strategy for the celebration of CBSA’s 10-year Anniversary.

RESOURCES AND EQUIPMENT REQUIRED

⦁ Microsoft Word (or similar)
⦁ Access to a whiteboard or flipchart
⦁ Whiteboard markers

WHERE AND WHEN THIS TASK WILL BE COMPLETED

⦁ You will complete this task at work or on your placement
⦁ You will be advised of the due date for this task.

WHAT HAPPENS IF YOU GET SOMETHING WRONG

SUBMISSION REQUIREMENTS

⦁ The Critical Thinking Skills Analysis Guide and Creative Thinking Skills Analysis Guide from all four participants in the role play.

TASK INSTRUCTIONS

You must complete all parts of the task outlined below.

TASK INSTRUCTIONS
You are required to role play Tina Hughes (Sales and Marketing Manager) at CBSA. Your Assessor will play the role of one Team Member 1 and two other additional participants will be allocated the roles of Team Member 2 and Team Member 3.
⦁ Review the current state of play:
Carefully read the email from Gavin Stead to familiarise yourself with the required scenario. Read the Creative and Critical Thinking Skills Checklist from Assessment Task 3.
Read the Action Plan from Assessment Task 2.
Print four copies of the attached Critical Thinking Skills Analysis Guide (provided below and also supplied as a supporting document) and the Creative Thinking Skills Analysis Guide (provided below and also supplied as a supporting document) for this Assessment Task.
Give each participant a copy of the Critical Thinking Skills Analysis Guide and the Creative Thinking Skills Analysis Guide.
Read the list of behaviours you will need to observe.
Gather the resources you will need during the role play – Whiteboard and whiteboard markers.

To: Tina Hughes (tina.hughes@cbsa.com.au)
From: Gavin Stead (gavin.stead@cbsa.com.au)
Date/time: Wednesday 3:00 p.m.
Subject: Ideas and a Strategy for CBSA’s 10th Anniversary

Attachment: Critical Thinking Skills Analysis Guide.docx, Creative Thinking Skills Analysis Guide.docx
Good morning Tina,
In three months’, we will be celebrating CBSA’s 10-year Anniversary providing business solutions to customers. We would like to celebrate the achievement with our customers, suppliers and all staff.
Please organise a group of suitable staff to:
⦁ brainstorm ideas for a relevant event
⦁ encourage the team to use the Green Hat from Edward de Bono’s Six Thinking Hat
⦁ document a strategy or plan to get started.
I am interested to hear what the team members suggest. You could use this opportunity to enable the team to demonstrate progress in the development of their critical thinking skills.
Kind Regards, Gavin Stead
Managing Director
300 Fictional Way, Sydney, NSW 2000

Phone: 1800 111 222
www.cbsa.com.au

ATTACHMENTS BELOW:
⦁ Critical Thinking Skills Analysis Guide

Critical Thinking Skills Analysis Guide
CRITICAL THINKING SKILLS ANALYSIS GUIDE
Competency Facilitator Team Member 1 Team Member 2 Team Member 3
Example Didn’t force my ideas Suggested
<idea x>/didn’t suggest ideas Suggested
<idea x>/didn’t suggest ideas Suggested
<idea x>/didn’t suggest ideas
The facilitator allowed participants to express their opinions and ideas. Didn’t force my ideas Suggested
Suggested
Suggested

Proactively participated in the activity. Didn’t force my ideas Team Member 1 participated proactively Less proactive comparison to team member 1 Least proactive
Ideas and actions suggested by team members Didn’t force my ideas The event should take place in the open hall type place A commemorative video of staff should be shown Motivational speech from the CEO of the company
Made reasonable recommendations that reflect a sound business judgement on ideas suggested by others Didn’t force my ideas Yes Yes A little bit
Converted visions into feasible plans to realise those visions Didn’t force my ideas Yes, there are but fewerpossibilities Yes, possibilities are most Yes, possibilities are most
Sorted through the information and determined what is important Didn’t force my ideas Staff members, customers and suppliers are important Staff members are important Motivation is important
Moved from identifying what is important to determining what should be done Didn’t force my ideas Awards and rewards should be given to staff. And also, for customers and suppliers Commemorative video clip of staff Motivation from CEO

⦁ Creative Thinking Skills Analysis Guide

CREATIVE THINKING SKILLS ANALYSIS GUIDE
CREATIVE THINKING SKILLS ANALYSIS GUIDE
Competency Facilitator Team Member 1 Team Member 2 Team Member 3
Did the facilitator allow meeting participants to express their opinions and creative ideas? Didn’t force my ideas Suggested
Suggested
Suggested

Which team members proactively participated, suggesting creative ideas and actions? Didn’t force my ideas Team Member 1 participated proactively Less proactive comparison to team member 1 Least proactive
Which team members didn’t participate by suggesting creative ideas and actions? Didn’t force my ideas Give most creative ideas Moderated creative ideas Didn’t give any creative ideas
Which team members converted visions into feasible plans for realising those visions? Didn’t force my ideas Yes, there are but fewer possibilities Yes, possibilities are most Yes, possibilities are most

Which team members didn’t participate by suggesting creative ideas and actions?
Which team members converted visions into feasible plans for realising those visions?
⦁ Participate in the role play. You will play the role of Tina Hughes (Sales and Marketing Manager) at CBSA. Your Assessor will play the role of one Team Member 1 and two other additional participants will be allocated the roles of Team Member 2 and Team Member 3.
Throughout the role play, observe the behaviour of each participant and the statements they make, to determine if they are applying Critical Thinking Skills and Creative Thinking Skills.
During the role play you must follow the script for the facilitator to encourage team members to demonstrate critical thinking and creative thinking skills for a given workplace challenge.
⦁ Complete the Critical Thinking Skills Analysis Guide:
Ask all participants, including yourself, as the facilitator, to:
⦁ reflect on the behaviours, viewpoints and statements made by each participant
⦁ analyse the behaviours of each participant against the questions in the Analysis Guide.
⦁ Complete the Creative Thinking Skills Analysis Guide:
Ask all participants, including yourself, as the facilitator, to:
⦁ reflect on the behaviours, attitude and contributions made by each participant
⦁ analyse the behaviours of each participant against the questions in the Creative Thinking Skills Analysis Guide.
⦁ Collect the completed Analysis Guides from each participant: You will use this information in Assessment Task 5.
Roleplay
Tina Hughes: Good Morning to all of you today I am going to discuss something with you and need your suggestions also to help me out, so in 3 months we will be celebrating CBSA’s10th Anniversary with you all, suppliers and all customers so can you suggest me some idea of events celebration so that we can celebrate properly.
Team member1: The event should be held in an open hall like environment.
Team member2: The event’s chief guest should be among the most valuable staff person so that everyone should get motivated
Team member 1: there should award ceremony for the employees. Like for best employee award, loyal customer award and also for best supplier award.
Team member3: there should be a proper welcome of all guests that will be invited to the event.
Team member1: there should be board games in the events so that everyone can play.
Team member2: we should create a video of commemorative video clips for staff so they also know their importance in the company.
Team Member3: there should be a motivational speech from the CEO for all staff, suppliers and also for the Customers.
Tina Hughes: thank you for the important suggestions that you gave to me I will manage all the things in the event and try to add all the things in the event.

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Name:
Date of submission:
Unit: BSBCRT511 Develop Critical Thinking in Others
No. of pages in submission:
Assessor to complete

Assessment Task Number and Title
Satisfactory/ Not satisfactory

Date Is this a reassessment? Y/N
Assessment Task 5: Report on Critical and Creative Thinking Skills

Student Signature: Date:

Assessor Signature: Sofia

Assessor Name: SOFIA

Date: 23 May, 2022

TASK SUMMARY
Prepare a report on how the role play in Assessment Task 4 met its requirement to enable team members to demonstrate critical and creative thinking. Include a summary of your analysis of team members and recommendations for developing team members.

RESOURCES AND EQUIPMENT REQUIRED

⦁ Microsoft Word or PowerPoint (or similar)
⦁ Outcomes of Assessment Task 4

WHERE AND WHEN THIS TASK WILL BE COMPLETED

⦁ You will complete this task at work or on your placement.
⦁ You will be advised of the due date for this task.

WHAT HAPPENS IF YOU GET SOMETHING WRONG

SUBMISSION REQUIREMENTS

⦁ A report, produced in Microsoft Word or PowerPoint or similar, on the outcomes of the meeting, where participants were analysed for the application of creative and critical thinking skills

TASK INSTRUCTIONS

You must complete all parts of the task outlined below.

TASK INSTRUCTIONS
You are required to prepare a report to present to the next Management Team Meeting, on the outcome of the meeting conducted in Assessment Task 4.
In order to successfully complete the assessment, you must undertake the following tasks:
⦁ Carefully read the email from Gavin Stead to familiarise yourself with the required scenario.

To:
Tina Hughes (tina.hughes@cbsa.com.au)

From:
Gavin Stead (gavin.stead@cbsa.com.au)

Date/time:
Wednesday 3:00 p.m.

Subject: Report on the Progress of Development of Critical Thinking Skills
Good morning Tina,
I hear the brainstorming session for the CBSA 10-year Anniversary event was a success. Congratulations.
Please submit a report I could present to the next Management Team Meeting, on the outcome of Assessment Task 4. Include in your report:
⦁ whether the meeting (Assessment Task 4 role play) achieved the purpose of the meeting, to demonstrate critical thinking and creative thinking skills for a given workplace challenge
⦁ your analysis of each of the Team Members and Facilitator, conducted in Assessment Task 4, Step 2
⦁ recommendations for the ongoing development of critical and creative thinking skills of team members.
Kind Regards, Gavin Stead
Managing Director
300 Fictional Way, Sydney, NSW 2000

Phone: 1800 111 222
www.cbsa.com.au
Read the Critical Thinking Skills Analysis Guides and Creative Thinking Skills Analysis Guides completed by all four participants in the meeting conducted in Assessment Task 4.
⦁ Prepare a report on the outcome of Assessment Task 4. Include the following in your report:
⦁ Explain whether the role play achieved the purpose of the meeting, to demonstrate critical thinking and creative thinking skills for a given workplace challenge.
⦁ Give your analysis of each of the Team Members and Facilitator, conducted in Assessment Task 4, Step 2 – which team members demonstrated critical thinking skills and creative thinking skills.
⦁ Share your recommendations for the ongoing development of critical and creative thinking skills of team members.
⦁ The report must be of a standard suitable to present to a Management Team Meeting.
⦁ The report can be provided in Microsoft Word (or similar) or Microsoft PowerPoint (or similar).
⦁ Submit the report to your Assessor for review and feedback.

Summary report
The Previous meeting was conducted with the team members for the unique purpose and also for the suggestion the objective behind that meeting was two the first one was to get some suggestion for the event of anniversary which was in three months so involvement of staff members must be there so that they will not think negative and also important for them as they are the part of the organisation and the second objective was how the training of critical thinking and creative thinking was going on in the team members which was a most important purpose of the meeting.
The purpose of the meeting was successful to extinct but there is some time that is now also needed so that there will be perfect apply of this training as I asked in the team members about the suggestion of programmes and how events will be done so that I can check the creative thinking as well as critical thinking style from which I got mostly positive result among the team members, the team member1 has the great ability of creative ideas and want some new things in the event from which he was very excited and also he was very keen to give new-new ideas for the event. The team member 2 is moderated whose critical thinking and creative thinking are balanced as he suggested some traditional ideas of celebration but also suggested new ideas for the events but the team member 3 is a critical thinker whose ideas are mostly traditional and also least active in creative idea his ideas are matching perfectly to the critical thinking style which is worrying.
After this meeting and the outcomes are positive but still, but there are some gaps which should in the training as some team members are procreative thinkers and some are pro critical thinkers which should not be there will always be a balance between critical thinking and creative thinking so that all staff can communicate properly and also, they can communicate with clients. There should be more training needed for them the procreative and critical thinkers should communicate with each other so that they can exchange their ideas and also think like each other this helps them to build a balanced thinker and this will help in the workplace them. And also there should always assess by different-different activities so that we can track the progress report of the team members and apply the training according to that ways.

References
Birgili, B. (2015). Creative and critical thinking skills in problem-based learning environments. Journal of Gifted Education and Creativity, 2(2), 71-80.
Changwong, K., Sukkamart, A., &Sisan, B. (2018). Critical thinking skill development: Analysis of a new learning management model for Thai high schools. Journal of International Studies, 11(2).
Enciso, O. L. U., Enciso, D. S. U., &Daza, M. D. P. V. (2017). Critical thinking and its importance in education: Some reflections. RastrosRostros, 19(34), 78-88.
Jia, X., Li, W., & Cao, L. (2019). The role of metacognitive components in creative thinking. Frontiers in psychology, 10, 2404.
Judkins, R. (2015). The art of creative thinking. Hachette UK.
Larsson, K. (2017). Understanding and teaching critical thinking—A new approach. International Journal of Educational Research, 84, 32-42.
Larsson, K. (2017). Understanding and teaching critical thinking—A new approach. International Journal of Educational Research, 84, 32-42.
McPeck, J. E. (2016). Critical thinking and education. Routledge.
Paul, R., & Elder, L. (2019). The miniature guide to critical thinking concepts and tools. Rowman & Littlefield.
Rawlinson, J. G. (2017). Creative thinking and brainstorming. Routledge.
Ulger, K. (2018). The effect of problem-based learning on the creative thinking and critical thinking disposition of students in visual arts education. Interdisciplinary Journal of Problem-Based Learning, 12(1).

Part A
Step 1

Question 1
Woolworth group limited is the largest Australian supermarket grocery chain. It operates
around 1076 stores in Australia. It deals in groceries, Foods & Vegetable, Fresh, Pantry,
Drinks, Liquor, baby products, health & beauty & household products. It has 14.6 million
regular customers & Around 5,000 online customers. Its business value is $ 34.6 billion

Woolworth’s strategy is based on the following 3 things:

(A) Continuous Growth: Woolworth tries to do innovative things to fulfill the need of customers
(Westwood, 2013).

(B) Providing offers: Woolworth try to improve their core offers. So that customers will buy to
prefer from them

(C) Improving the efficiency of work: Woolworth tries to improve the efficiency of the work.
So that it can deliver the best service to the customers.

Question 2

Woolworth uses its marketing strategy effectively so now ithas captured the highest market
share compared to other supermarkets. It follows the STP (Segmentation, Targeting, and
Positioning) approach for its marketing strategy.
Segmentation: In this strategy, the company divides its total target market into small markets
based on different criteria like Geographical, Demographical & Behavioral. Demographical
criteria are based on the following points: Gender, Age, or Income level. Geographical
criteria are based on the location of the business and Behavioral criteria are based on those
people of prefer quality products.
Targeting: In these criteria, we selected the final target market depending on their age, Taste
& their gender it also includes the geographical criteria.
Positioning: In this criterion, company try to get the comparison with its competitors
according to position, price & quality of product.

Question 3
Every Business performance depends on its SWOT analysis (Strength, Weakness,
Opportunity & Threat)
Strength: Woolworths is one of the oldest companies which introduce the modern retail
trade. It’s a well-known Retail company of Australia which has 900+ stores, It has more than
1, 00,000 + employees. & $34.6 billion market value. It is a very famous brand name which
is famous for its efficient operations (Westwood, 2013).
Weakness: The main weakness of Woolworth is that its approach is very low in the global
market.
Opportunity: It has a wide opportunity to expand its business in geographical locations. As
we know that its well-known brand so it can promote through advertising, & promotions. It
can also promote it through the franchise model.
Threats: The threats depend on the market condition like rising the cost of raw materials of
food & non-food products which impact company profit. Another threat is economic
recession. another threat is the competition from the international competitor.

Question 4
The company makes the strategy to develop the organization’s capabilities for business
growth & success. Woolworth tries to implement their Green refrigeration technology
through which perishable goods can be stored for a long time. Capabilities is kind of skill of
the organization through which we can use the resources of the company to increase the
productivity of the organization. Capabilities of Woolworth are:
A) Providing the customer service efficiently to assist them to choose the right product related to
their needs.
B) Another capability of Woolworth is the availability of stock.
C) The most effective is its marketing capability to ensure that business runs smoothly&
efficiently.

External Business Environment

Question1.
Business market growth depends on its total sales. Growth can depend on many factors like
when sales increases constantly we need to fulfill the requirements related to stock
availability, Stock management, Cold storage, follow FIFO methods (First in First out).
Another factor is market competitors & their strategies that will affect business. So we need
to focus on the quality of products also rather than their quality.

Question 2
Labor force participation of people of a particular age group, education of people, Race &
ethnicity of people’s family structure is some points that may affect the marketing strategies.

Question 3
The External Business environment may affect the marketing. We need to get the information
about competitors in the market Like their offers, their strength, Weakness, etc So that we can
get the information that will help to grow the business. Also, the company needs to set a
benchmark strategy for itself so that company will try to improve its service according to it &
which will help to achieve the benchmark which has been set for company growth.

Question 4
The external business environments which can directly or indirectly affect are:
Customer’s trend: We need to do marketing according to customer needs & trend. Nowadays
most of the company does surveys to know the taste & preferences of customers. It depends
upon the Government’s activity & demographic changes like new place & new opportunity
etc.

Question 5
Opportunities presented
By the new technologies
Nowadays most of the company does their marketing strategy according to market trends like
Social Media, Users survey, Data Analytics, etc. These are some tools through which we can
get to know the detail about customers’ preferences. We can promote the products & services

through social media which is very trendy nowadays. We can get the data about people like
& dislike through which we can get to know about their choice & their need. So that
company will serve the products & services according to their need.

Step 2
Question 1
The opportunity or success of any product or company is based on the Internal & External
environment.
Factors that relate to the External Environment are:
Political changes are like any agreement related to trends. Social factors like age factors
changes in their lifestyle etc. Economic factors like Exchange rates & interest rates.
Technology factors like new material or any equipment, Environment factors such as
environmental law and its impact on the environment.
Factors that relate to the Internal Environment are:
SWOT Analysis of any company like its (Strength, Weakness, Opportunity & Threat)
These are 4 main things that will affect the company’s internal environment.

Question 2
A list of new innovative marketing strategies
a) Try to upload the educational content related to the products like its origin, taste types,
benefits, etc.
b) Provide solutions 24*7 related to customer queries & help
c) Keep promoting the new products & provide the discount & offer information related to
products on social media OR on the Company’s website
d) Reward to loyal customers to show your appreciation who have been associated with the
company for very long time

Question 3

The marketing channels and distribution networks will use for marketing communications
and materials are Print media, TV advertisement, and Marketing on Social media platforms.
We can promote our product or company through local news channels, & through the online
surveys, we can enhance the skill of marketing.

Question 4
Every company should have to run the business according to its ethics & government laws if
it wants to succeed or Sustains in the market for a long time. A company that follows the
Legal rules & ethics will help to improve its brand values. It also creates a good image in
customers’ minds. It generates the faith of customers to keep doing business with that
company because they know about the ethics & law which the company follows to create its
brand image.

Question 5
A stakeholder is a kind of individual or a group who has direct or indirect Stakes in the
company Consultation with stakeholders is meant to inform the public about plans for
upcoming projects. Stakeholders can be (Owners, Employees, Managers, Shareholders,
students, etc.) Stakeholders can beneficial for decision-making of any project they eill help &
assist with their ideas & feedback related to the project. So its very necessary to take
consultation with stakeholders.

Step 3
Question 1
Before prepare any marketing plan we need to observe some point like. We need identify the
reason of marketing like why it is needed & the key points of marketing related to any project
& services we need to highlight those key points, which will help to focus on successful
marketing plan. Some essential points which will useful for marketing are : Marketing
Strategy- Before starting any marketing we have a better strategy includes Target Customers,
Age factor, Their like, Dislike, Consumable demanding products & it also depends pn
geographical factor like their location etc. Budget- We have proper budget related to
marketing which we have decide during the preparation of Strategy, Timeline- We need to
decide the timeline of marketing in which we have to complete it.

Question 2
We can provide the opportunities to colleagues by deciding their duties during the marketing
campaign. We need to observe that which colleague will do better in which segment we need
to identify its first then divided their duty accordingly. Offer them a reward or prize by doing
essential work so that colleagues will be happy to perform this task. It can also improve their
productivity related to work.

Step 4
Question 1
Evaluation criteria will depend on the following factors:
Evaluate the return on investment – We need to evaluate that the money which we used to
market the product which will increase the profit of the business or not.
Review the numbers of sales figures – Identify the monthly sales to compare with another
sale for the same month or the previous month.
Taking the feedback from outside people- Conduct a feedback survey from outside people
by asking about the quality of the product
Keep eye on Competitors: After completion of marketing, we need to keep eye on
competitors. Ensure they are not copying your ideas and strategy also keeps a look at their
business to get to know about the effect of the marketing campaign.

Question 2
Methods for success evaluation of benchmarking are:
Create a future goal & work accordingly to achieve them.
Review on total budget for marketing
Making an Effective & unique strategy that will surely give the best result.
Check Performance – Performance can be checked through KPIs by comprising to the current
cost & previous data in figures

Question 3
To evaluate the benchmarking of marketing we need a time frame in which these evaluations
will be conducted. We need to prepare a time Frame strategy to evaluate it.

Question 5
Proper communication should be required during the evaluation of marketing. We need to
compare the previous data with a new one in that if we need any suggestions or changes
related to the product we can apply the same (Chernev, 2020).

Step 5
Question 1
Set your Goal of marketing
Prepare the marketing budget
Conduct the research related to marketing
Identify the Target customers
Analyze the report
Prepare implementation of schedule
Evaluate the process

Question 2
First, we have to look at the type of data whether it is qualitative (Contextual) or quantitative
(Numeric). Data can be taken through Conducting Survey, Feedback, Through online
tracking & social media.
Data can be monitor through its life cycle.
1 Generate the data
2 Collection of data’

3 Processing of data
4 Storage of data
5 Management of data
6 Analyzing of data
7 Interpretation of data (Đokić, 2016)

Part B
Report based on marketing activities
The research was conducted because the company wants to evaluate the sales figure & to
create the brand image of the company in the customers’ minds (Chernev, 2020).
To implement any marketing plan company need to observe some factors. We needBefore
preparing any marketing plan we need to observe some points. We need to identify the reason
for marketing like why it is needed & the key points of marketing related to any project &
services we need to highlight those key points, which will help to focus on a successful
marketing plan. Some essential points which will be useful for marketing are Marketing
Strategy- Before starting any marketing we have a better strategy including Target
Customers, Age factor, They’re like, Dislike, Consumable demanding products & it also
depends upon the geographical factor like their location, etc. Budget- We have a proper
budget related to marketing which we have decided d during the preparation n of the
Strategy, Timeline- We need to decide on the timeline of marketing in which we have to
complete it. Identify the reason for marketing like why it is needed & the key points of
marketing related to any project & services we need to highlight those key points, which will
help to focus on a successful marketing plan. Some essential points which wibell useful for
marketing are: Marketing Strategy- Before starting any marketing we have a better strategy
includes Target Customers, Age factor, They’re like, Dislike, Consumable demanding
products & it also depends upon the geographical factor like their locat, ion, etc. Budget- We
ha have a proper budget related to marketing which we have decided on during the
preparation the of Strategy, Timeline- We need to on decide the timeline of marketing in
which we have to complete it.

The research was conducted based on the internal & external environment for Internal we
take sales figures to find the difference & for External we take online surveys to know the
brand awareness among people.
The main reason to conduct the marketing activities is to know the customer feedback, their
lifestyle, their trends, etc. Also on other hand to know the internal performance of the
company also, which are as follows-

Factors that relate to the Internal Environment are:
SWOT Analysis of any company like its (Strength, Weakness, Opportunity & Threat)
These are 4 main things that will affect the company’s internal environment (Đokić, 2016).

Factors that relate to the External Environment are:
Political changes are like any agreement related to trends. Social factors like age factors
changes in their lifestyle etc. Economic factors like Exchange rates & interest rates.
Technology factors like new material or any equipment, Environment factors such as
environmental law and its impact on the environment.

We take the sales figure & feedback of customers to analyze the results.

The overview to develop any marketing strategy is to evaluate the company’s internal factors
like Strengths, Weaknesses, Opportunities, and Threats. To evaluate the external factors also
like: to know the lifestyle of the consumer, and their taste, &find the new opportunities to
establish themselves as a market leader (Đokić, 2016).

Part C
Report presented to the Stakeholders of the company
Based on the ongoing evaluation, which includes the feedback of customers & analysis sales
figure & report it has been noticed that to conducting these evaluation marketing it has
impact on the company on positive way. Which result to improve the sales figure of the
company products & create its brand image successfully in customer? They are happy with
company’s product & services.
On the other hand there is a weakness of company which has been found during evaluation is
that we are lacking in approaching the global customers If we try to approach in global
market that will increase the more revenue for the company.

References
Chernev, A. (2020). The marketing plan handbook. Cerebellum Press.
Đokić, I. (2016). Planning of integrated marketing communication as part of a strategic marketing
plan. Anali Ekonomskog fakulteta u Subotici, (36), 79-93.
Sarsby, A. (2016). SWOT analysis. Lulu. com.
Teoli, D., Sanvictores, T., & An, J. (2019). SWOT analysis.
Westwood, J. (2013). How to write a marketing plan. Kogan Page Publishers.

Question 1
Budget–It is the estimation of the specific amount of money or the plan required for a specific charge of survival or to be utilized for a particular objective (Carliner, 2015).
Business Plan – It is an important written text that gives an overview and description of the future of the organization.
Coaching – It is the progressive method of interacting and working with other individuals.
Colleagues–These are coworkers or associates usually in the civil or professional office and frequently of the same status.
Consultation–It includes assisting to overcome, address and identify obstacles to attaining the objectives of the organization.
Contingencies – It is the possible negative occasion that might happen in the upcoming period like natural calamity, recession in the economy etc.
Contingency Plans – It is the strategy or plan for how the enterprise will respond to crucial business or essential incidents that hit the novel plans or strategies off way.
Employee Induction/On boarding–It is the process that must occur when an individual first begins the new employment.
External Stakeholders – It includes customers or clients, shareholders and investors, agencies of government and suppliers.
Financial Information–It is the data related to transactions of money of the business or individual.
Human Resources–It is the business department in the organization that is accountable for everything related to work.
Intellectual Property–It means the mind’s creations like inventions; artistic and literary symbols, designs and works, images and names utilized in trade and commerce.
Internal Stakeholders–These are the individuals whose main interest in the organization arrives through a straight relationship like investment, ownership or employment.
Mentoring–It is the relationship or association between the experienced person of business i.e. mentor and the employee or owner of business i.e. mentee.
Operational Performance – It is the interaction between many units of the organization and the capability to generate large output jointly (Carliner, 2015).
Organizational Policies and Procedures–It is the set of interior guidelines that develop the expectations and rules of the organization.
Performance Management System–It is the management tool of a business that aids managers evaluate and monitoring the work of employees.
Performance Monitoring Systems & Processes – These are the processes and systems for setting up the objectives of the organization, monitoring processes and actions utilized to attain these objectives and making ways for all managers for attaining those objectives efficiently.
Personnel – These are the employees or staff members who follow the instructions of the manager usually at the organization.
Policies and Procedures–These are set of guidelines or rules for the employee and organization to specifically follow or to attain compliance.
Problem Solving–It means to form processes that remove or mitigate obstacles that prevent individuals from attaining strategic objectives.
Productivity Plans–These are the innovative plans that individuals develop for boosting their efficiency.
Profit–It is the amount of money the business appeals to after doing activities of accounting for every expense.
Records–These are the documents that accurately record the event, condition or act linked to the business.
Recruitment – It is the process of identifying, screening, on boarding and hiring qualified candidates for the job.
Resource Acquisition (or Talent Acquisition)–This is the process used by employers for interviewing, tracking and recruiting job candidates and then training and on boarding them.
Resources–These are the type of supply that could be strained by the organization or individual for executing and functioning all projects and plans.
SMART Goals–It stands for Specific, Measurable, Achievable, Relevant and Time-Bound.
Strategy–It is the accurate set of objectives, actions and plans that reflects how the organization will specifically compete in the specific market with the service or product.
Strategic Plan – It defines the individual according to their business and then mentions all concrete and relevant actions to obtain the objectives.
Supervision–It is the procedure that includes the manager interacting daily with the employees for reviewing the performance of work.
Suppliers–It is the entity of a business or individual that sells products.
Systems–It is the group of inter-reliant tasks or components that meet the objectives of the business.
Targets–It is defined as to purpose at someone or something specific.
Work Teams–It is the group of workers that effectively work jointly on the task (Reason & Hobbs, 2017).

Question 2
Five elements that must be included in the operational plan are given below:
1. Budget
2. Milestones and timelines
3. Evidence of research
4. Objectives and goals
5. Chain of value

Question 3
Four benefits of workplace consultation are given below:
1. Greater commitment to work
2. Openness and respect among employers and employees
3. It gets a healthier environment for working
4. It gives opportunities to learn(Reason & Hobbs, 2017).

Question 4
These are the computable measure of work performance over a period for a particular goal. These are important in the process of operational planning as they give objective and measurable standards through which leaders of business could track development and execute change.

Question 5
The purpose of the contingency plan of business is to accurately maintain continuity of business after and during the troublemaking incident.

Question 6
Four possible options of risk treatment in the contingency plan are given below:
1. Avoidance
2. Reduction
3. Transfer
4. Acceptance

Question 7
Two alternative approaches are given below:
1. Define strategic goals
2. Define effectiveness (Wong & Hernandez, 2012).

Question 8
SMART goals are:
1. Specific
2. Measurable
3. Attainable
4. Relevant
5. Time-bound

Question 9
Five types of internal channels of communication are given below:
1. Intranet
2. Emails
3. Internal podcasts
4. Software for video conferencing
5. Software of private messaging(Wong & Hernandez, 2012).

Question 10
Advantages of Internal Recruitment:
1. Decrease time for hiring
2. Shorten times of on boarding
Disadvantages of Internal Recruitment:
1. Create anger among managers and employees
2. Restrict the pool of candidates
Advantages of External Recruitment:
1. Enhance diversity
2. Reduce tension among employees
Disadvantages of External Recruitment:
1. Extra training
2. Increment in costs

Question 11
These are the rights provided to individuals over the specific creations of their particular minds.

Question 12
Three methods that can be utilized are given below:
1. Self-assessment
2. 360-degree feedback
3. Management by goals

Question 13
Three external factors are given below:
1. Technological and scientific progress
2. Micro and macroeconomics
3. Competition

Question 14
The types of legislation are given below:
1. The fair labor standards act
2. The occupational health and safety act
3. The consumer product safety act
4. Laws of tax (Martens, 2012).

Question 15
The policies and procedures are given below:
1. Accurately define the ultimate objective or vision for the plan
2. Review the smaller objectives for resources, team and budget needed for implementing the plan
3. Assign resources, members of the team and budgets
4. Monitor the growth of the plan’

Question 16
Two types of financial reports are given below:
1. Profit and loss statement
2. Balance sheet (Martens, 2012).

Question 17
Five situations are given below:
1. While making changes in business
2. When an organization suffer losses
3. Renovation, relocation or modification of facilities
4. Changes in systems, procedures and policies
5. Reorganization of the business department

Question 18
Four stakeholders are given below:
1. Internal clients
2. Managers
3. Team members of the project
4. Manager of resources

Question 19
Two ways are given below:
1. Consultation on particular venues, projects or developments
2. Enduring consultation for monitoring and tracking perceptions of stakeholders

Question 20
The operational plan should be accepted before being executed as presenting the offer accurately is important to achieve acceptance for the specific plan from the accurate party.

Question 21
Training, coaching and mentoring the new employees should be considered while employing or inducting staff into innovative roles (Kerry & Mayes, 2014).

Question 22
Five-element items are given below:
1. Information about employee
2. Contract of employment
3. Description of position
4. Choice form of superannuation standard
5. Declaration form of Australian tax file number

Question 23
The benefits of coaching and mentoring are given below:
1. Better skills in management
2. Enhanced productivity
3. Maximized confidence

Question 24
An operational plan concerning organizational objectives and goals covers one year and these objectives and goals arrive by analyzing the operations of the business.

Question 25
Four examples are given below:
1. Repair
2. Maintenance
3. Recycling
4. Manufacturing (Kerry & Mayes, 2014).

Establish Operational plan
For the successful operation of any business, it is important to develop plans which will drive direction and support the business in achieving its goal and objectives.
Outline the purpose of the operational plan about “OZeeFOODS”
Purpose is to adopt a policy in which they purchase fruit and vegetables only from Australian farmers.
The next purpose is to market all products under only their brand name “OZeeFOODS”

Resources for this operational plan are given below:
a) Individuals for the business
b) Currency
c) Physical resources
1) Machinery for goods
2) Vehicles for loading the goods
3) Storage rooms for storing foods and vegetables
Financial resources are:
Current financial support is from three investors who invest $2,000,000 in the company.
Capital
Current and past year expenses
Funds
These all resources are important for implementing operational plans.
As an operation manager of the company, I would like to discuss the developing plan with team members and company stakeholders so we take effective decisions on the development of an operational plan.
This consultation will be conducted on 2-6-2022 in the conference room by discussing this plan.
This plan will be approved by “The management committee”. They approve by response mail or by conducting meetings with us for giving their thoughts and approved the plan.
Once the company got approval from the management committee the company transferred mail to team members and inform them about the approval of the plan and now, they can implement the plan in the organization.
The key performance indicator which is needed for the operational plan are given below:
Returns per client
Client’s and retailers’ satisfaction
Revenue growth
Client retention rate
The revenue margins

For measuring progress towards the goal then firstly record and plan what task will be done at what time and with what resources. The company used planner advice as he monitor the progress of every task.
There is a process that identified the progress of goals:
1) first measure the goal
2) How far you have come
3) Identify the distance to achieve the goal
2. Appendix1: Contingency plan template

Contingency Plan
Company name: – “OZeeFOODS”
Name of a person developing the plan: operational manager
Who was consulted as part of this plan?Name/s- Oliver
Position- stakeholder
Riskidentified: It is that process from which a company determines the risk that potentially stops the program. So, the identification of risk is a must In the organization.
Strategies/activitiestominimizetherisk Bywhen Bywhom
The first activity is to find the Risks Risk management team
Then analyses the risk Risk management team
Managing risk Risk management team
Develop and follow a Risk management plan in the workplace Risk management team

Assessment task 2.2- IMPLEMENTATION STRATEGY AND ACTION PLAN
Company needs to recruit 50 staff for a variety of roles. For recruiting them there is the step which is followed by the company are:

Recruiting;
1) Find needs for hiring
2) Proper job description
3) Interviewing
4) Proposal of employment (Harish, & Kumar 2014)

Now for the new staff company develop a training program for them which are given below:
1) Establish each employee’s procedures
2) All managers should use the new signing training agenda
3) On boarding them
4) Trained them on culture not only topic
The communication process develops for employees:(Harish, & Kumar 2014)
Open communication for them
Teamwork
Shared their ideas

Induction t raining is the process in which the company welcomes the employee and shows policies of the company and their role. This process helps the employee to know everything about the organization. The induction process followed by the company is:(Blencowe, et al., 2015)
1) Companies general training program
2) Follow-up induction program
3) Specific Orientation program (Blencowe, et al., 2015)

Physical resources are a touchable item which is used in the operational plan of the business. Physical resources are a must for every organization the physical resources are:
Equipment’s
Building and land
Assets
Facilities in the organization
Materials
Companies’ infrastructure

Now the plan strategies for using physical resources are:
a) Always be sure that your physical resources are efficient
b) Screen the quality of the resources
c) Identify which physical resources are used for what plan
d) now deal with potential momentous

It is very necessary for the implementation of the plan because without resources no one can do work, without resources it is not possible to achieve the organization’s goal. Without resources how could they produce goods and where they store them.

3) Protecting your brand name (“OZeeFOODS”) is also critical therefore we develop some processes to maintain your brand name is (Choong, et al., 2017)
a) Confirm that every person in the company understands the significance of brand identity.
b) Save the messaging reliable
c) Placed the logo of your brand everywhere
d) Always stay active
f) Brands have to familiarize overtime
g) Have target spectators in mind
h) Repurpose your content (Choong, et al., 2017)

4) Policies and procedures followed by fruit and vegetable company are given below:
a) Bring all fruits and vegetables from Australian farmers.
b) Sale all fruits and vegetables in canned
c) Set quality standard
d) Maintain a risk management plan
e) Always clear objective
f) Monitor progress regularly
g) follow rules and regulations by everyone

These policies and procedures are directly related to the operational plan, it is very helpful for an organization to achieve goals.
Appendix2: Action Plan Template

Milestone: Action and/or objective(to achieve operational aims of physical& human resourcing)
Date
Person responsible
Budget & resources
Correct distribution of workforce
(Peykari, et al., 2017)
1-06-2022 Manager of company $5000
Manpower is Resource
Monitoring process 2-06-2022 Senior manager $4000
Monitor employees by monitoring the system
Provide training sessions 4-06-2022 Trainer $5000
By online and face to face training
Maintain teamwork 7-06-2022 Team leader $4000
Develop Trust
Control overhead cost 9-06-2022 Financial officer $5000
By Implementing a control cost system

Maintain a Risk management plan
(Peykari, et al., 2017)
11-06-2022 Risk management Team $6000
By Risk System
Increasing sale 13-06-2022 Sales executive of firms $4000
By online sale

Budgetary and financial performance:
Past budgetary and financial performance Current Budgetary and financial performance
Focused on profits and expenses Focused on financial and earning area
Not flexible Current budget flexible
More waste financially Control waste financially

Companies’ key performance indicators are: (Rakhshani, et al., 2019)
a) Monitor revenue growth
b) Profit margins
c) Client holding
d) Satisfaction of customer
e) Revenue per client (Rakhshani, et al., 2019)

For monitoring profit and target, the company develops Profit and loss statements and then compares them with the past year’s profit and loss statements, do changes in the finance of the business.
When staff is underperformance then we saw some problems such as:
a) Complaints are increasing from clients and co-workers
b) Deadlines are missing
c) Work completed with poor quality
d) Targets are not achieved

As an operational manager I manage staff underperformance by following some steps:
a) Identify the problem
b) Assess them
c) Conduct meeting
d) Develop an action plan
e) Meeting for studying performance

4) For staff performance as an operational manager I develop a performance management plan from that we know the regular performance of each employee. By monitoring their activity, their interest, and the progress of the project and maintaining reports with the human resource manager by giving them staff, and performance data.

5) Milestone achievements against the target (Yasuhara, et al., 2020)
a) Profitable business
b) Ahead authority
c) Train hard teams (Yasuhara, et al., 2020)

Performance against targets:
a) Improve skill
b) Developed teamwork environment
c) Value of time

6)Monitoring activities Dates Resources
Skill development Within 5 days Log collection
Communication Within 4 days Kernel monitoring
Team-building Within 5 days File capturing
Training Within 7 days Video session

Changes required in the plan are:
a) Change marketing strategy
b) Buy Fruits and vegetables from an Australian farmer
c) Changes in leadership
d) Maintain or change the culture
8) Implementation of documents: By receiving approval from stakeholders implement the plan according to the organizational requirements which are:
1) Clear objectives of the organization
2) Workforce team
3) Maintain quality standards
4) Complete declines
9) Recommendations for operational improvement for “OZeeFOODS” are:
1) Train all employees
2) Order employee
Assessment 2.4
Meeting
Meeting objective: discuss and Identify underperformance or issues they are facing
Meeting Place:
Meeting Date:2-06-2022
Meeting Attendees: Colleagues

Operational manager- Hello everyone, good morning all of you I hope you all are good.
Colleagues- good morning, sir
Operational manager- This meeting is conducted for informing you that the operational plan was first implemented one month ago and the problems are arising.
Colleagues- ok sir
Operational manager- we survey and find a problem that affects our project are:
1) Waste
2) Performance is not monitored regularly
3) Overhead cost is an increase
4) Cash flow is not stable
Colleagues- ok sir, what do we do now.
Operational manager- This meeting is conducted for informing you that this problem is affecting our company’s growth. Now you are getting my point, identify a solution and implement them.
Colleagues- ok sir
The company develops a Support plan for individuals and the team: (Kitchener, et al., 2018)
All team leader leads their team effectively
Solving their problems fast
Monitor their performance and tell them their mistakes
Maintain overhead costs and reduce them
Maintain stable cash flow(Kitchener, et al., 2018)

Continuous improvement policy that is implemented by the fruit and vegetable company:
1) Firstly, identify problems
2) Develop improvement policies for that
3) Improve time management
4) Relational communication
5) Battles resolution
The monitoring process which is used by the company is the Report management mechanism
4) Email
To – stakeholder
Subject – A policy document
Date- 2-06-2022
Respected sir
This email is written to inform you about the continuous policies document which is developed by me for improving the performance so that we increase our sales this year and improve the employee performance. In these policies, we improve time management, communication, conflict resolutions,and all.
The operational plan involved:
Purpose
Financial and physical resources
Communication policies
Growing strategy
I hope I explain my point in Infront of you, if there is a mistake let us know. Give us the approval to implement them.
Thank you
Regards
Operational manager

References
Blencowe, N. S., Van Hamel, C., Bethune, R., & Aspinall, R. (2015). ‘From scared to prepared’: targeted structured induction training during the transition from medical school to foundation doctor. Perspectives on medical education, 4(2), 90-92.
Carliner, S. (2015). Training design basics. Association for Talent Development.
Choong, P., Hutton, E., Richardson, P. S., & Rinaldo, V. (2017). Protecting the brand: Evaluating the cost of a security breach from a marketer’s perspective. Journal of Marketing Development and Competitiveness, 11(1), 59.
Harish, V. S. K. V., & Kumar, A. (2014, February). Planning and implementation strategy of Demand Side Management in India. In 2014 First International Conference on Automation, Control, Energy and Systems (ACES) (pp. 1-6). IEEE
Kerry, T., & Mayes, A. S. (2014). Issues in mentoring. Routledge.
Kitchener, F., Young, R., Ahmed, M., Yang, G., Gaweesh, S., Gopalakrishna, D., … & Hsu, E. (2018). Connected Vehicle Pilot Deployment Program Phase 2, Performance Measurement and Evaluation Support Plan-ICF/Wyoming (No. FHWA-JPO-16-290). United States. Department of Transportation. Intelligent Transportation Systems Joint Program Office.
Martens, R. (2012). Successful coaching. Human Kinetics.
Peykari, N., Hashemi, H., Dinarvand, R., Haji-Aghajani, M., Malekzadeh, R., Sadrolsadat, A., … & Larijani, B. (2017). National action plan for non-communicable diseases prevention and control in Iran; a response to the emerging epidemic. Journal of Diabetes & Metabolic Disorders, 16(1), 1-7..
Rakhshani, E., Gusain, D., Sewdien, V., Torres, J. L. R., & Van Der Meijden, M. A. (2019). A key performance indicator to assess the frequency stability of wind generation dominated power system. IEEE Access, 7, 130957-130969.
Reason, J., & Hobbs, A. (2017). Managing maintenance error: a practical guide. CRC Press.
Wong, K. V., & Hernandez, A. (2012). A review of additive manufacturing. International scholarly research notices, 2012.
Yasuhara, T., Kawauchi, S., Kin, K., Morimoto, J., Kameda, M., Sasaki, T., … & Date, I. (2020). Cell therapy for central nervous system disorders: current obstacles to progress. CNS Neuroscience & Therapeutics, 26(6), 595-602.

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