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LEAD AND MANAGE ORGANISATIONAL CHANGE

Assessment Conditions
Unit purpose/application
This unit describes the skills and knowledge required to lead and manage organizational change.
The unit applies to managers with responsibilities that extend across the organization or across
significant parts of a large organization. They may have a dedicated role in human resources
management, workforce development, or work in a strategic policy or planning area.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
1.Develop change management strategy
2. Implement change management strategy
3. Evaluate change management strategy

The student will have access to the following:
 Computer
 Internet
 MS Word
 Learner guide
 PowerPoint presentation
 Unit Assessment Pack (UAP)
 Access to other learning materials such as textbooks
The resources required for these assessment tasks also included:
 workplace documentation and resources relevant to organizational change
management.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational
education and training legislation, frameworks and/or standards.

BSBLDR601 – Lead and manage organizational change

Academic integrity, plagiarism and collusion
Submission instructions
Your trainer/assessor will confirm assessment submission details for each assessment task.

Academic
Integrity

Academic Integrity is about the honest presentation of your academic work. It means
acknowledging the work of others while developing your own insights, knowledge and ideas.
As a student, you are required to:

 Undertake studies and research responsibly and with honesty and integrity
 Ensure that academic work is in no way falsified
 Seek permission to use the work of others, where required
 Acknowledge the work of others appropriately
 Take reasonable steps to ensure other students cannot copy or misuse your work.

Plagiarism
Plagiarism means to take and use another person's ideas and or manner of expressing them and to
pass them off as your own by failing to give appropriate acknowledgement. This includes material
sourced from the internet, AuSC staff, other students, and from published and unpublished work.
Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used,
which includes:
 Paraphrasing and presenting work or ideas without a reference
 Copying work either in whole or in part
 Presenting designs, codes or images as your own work
 Using phrases and passages verbatim without quotation marks or referencing the author or web page
 Reproducing lecture notes without proper acknowledgement.

Collusion
Collusion means unauthorized collaboration on assessable work (written, oral or practical) with
other people. This occurs when a student presents group work as their own or as the work of
someone else.
Collusion may be with another AuSC student or with individuals or student’s external to the AuSC.
This applies to work assessed by any educational and training body in Australia or overseas.
Collusion occurs when you work without the authorisation of the teaching staff to:
• Work with one or more people to prepare and produce work
• Allow others to copy your work or share your answer to an assessment task
• Allow someone else to write or edit your work (without AuSC approval)
• Write or edit work for another student
• Offer to complete work or seek payment for completing academic work for other students.

 

BSBLDR601 – Lead and manage organizational change

Other Important unit specific Information

Unit outcome

Prerequisite/s

Foundation Skills

Relevant Legislation
Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and
academic misconduct in group work please refer to the AuSC’s policy on Academic integrity,
plagiarism and collusion.
Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who
engage in plagiarism and collusion as outlined in AuSC’s policy.
Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could
lead to disciplinary action

Supersedes BSBINN601 – Lead and manage organizational change
 Supersedes BSBLDR805 – Lead and influence change
 Supersedes BSBMGT615 – Contribute to organization development

• This unit is not graded and the student must complete and submit all requirements for the
assessment task for this cluster or unit of competency to be deemed competent.
• Students will receive a satisfactorily completed(S) or not yet satisfactorily completed (NS)
result for each individual unit assessment task (UAT).
• Final unit result will be recorded as competency achieved/competent (C) or competency
not yet achieved/not yet competent (NYC).

Nil Co-requisite/s
The Foundation Skills describe those required skills (language, literacy, numeracy and employment
skills) that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit of
competency.
• Australian Human Rights Commission Act 1986

• Age

Discrimination Act 2004
• Disability Discrimination Act 1992
• Racial Discrimination Act 1975
• Sex Discrimination Act 1984
• Code of ethics and codes of conduct
• Ethical Principles in the Workplace
• Codes of practice
• The Privacy Act 1988 (Privacy Act) and Australian Privacy Principles (APPs)
• Occupational Health and Safety Act 2004
• Work Health and Safety Act 2011

BSBLDR601 – Lead and manage organizational change

AQF Level

Further Information
Principles of assessment and rules of evidence
All assessment tasks will ensure that the principles of assessment and rules of evidence are adhered to.
The principles of assessment are that assessment must be valid, fair, flexible, reliable and
consistent. The rules of evidence state that evidence must be sufficient, valid, current and authentic
AQF levels and the AQF levels criteria are an indication of the relative complexity and/or depth of
achievement and the autonomy required to demonstrate that achievement.
All assessment tasks must ensure compliance with the requirements of AQF level and the AQF level
criteria. For more information, please visit http://www.aqf.edu.au/

For further information about this unit go to https://training.gov.au/Training/Details/BSBLDR601
Additional Information
• This information will be managed by the provisions of the Privacy Act and the Freedom of
Information Act.)
• Students are required to satisfactorily complete and submit all assessment tasks that
contribute to the assessment for a unit.
• Students will be provided with one more attempt to complete this Unit assessment pack
(UAP) if trainer/assessor deems them not satisfactorily completed (NS) in any Unit
assessment task (UAT).
• Unit Pre-Assessment Checklist (UPAC) will be reviewed by the trainer/assessor to ensure
the student is ready for the assessment.
• Feedback regarding this Unit Assessment Pack (UAP) can be emailed to the compliance and
quality assurance department/administration department in your RTO for continuously
improving our assessment and student resources.

Feedback to student
Feedback on students’ assessment performance is a vital element in their learning. Its purpose is to
justify to students how their competency was assessed, as well as to identify and reward specific
qualities in their work, to recommend aspects needing improvement, and to guide students on
what steps to take.
Feedback defines for students what their trainer/assessor thinks is important for a topic or a
subject. At its best, feedback should:

o Be provided for each Unit Assessment Task (UAT)
o Guide students to adapt and adjust their learning strategies
o Guide trainers/assessors to adapt and adjust teaching to accommodate students’
learning needs
o Be a pivotal feature of learning and assessment design, not an add-on ritual
o Focus on course and unit learning outcomes
o Guide students to become independent and self-reflective learners and their own
critics

BSBLDR601 – Lead and manage organizational change

 Acknowledge the developmental nature of learning.

If students have not received proper feedback, they must speak to compliance and quality assurance
department/administration department in the AuSC/person responsible for looking after the quality
and compliance services of the AuSC.
For more information, please refer to AuSC Student Handbook.

BSBLDR601 – Lead and manage organisational change

Unit Pre-Assessment Checklist (UPAC)
Purpose of the checklist
The pre-assessment checklist helps students determine if they are ready for assessment. The trainer/assessor
must review the checklist with the student before the student attempts the assessment task. If any items of
the checklist are incomplete or not clear to the student, the trainer/assessor must provide relevant
information to the student to ensure they understand the requirements of the assessment task. The student
must ensure they are ready for the assessment task before undertaking it.

Section 1: Information for Students
 Please make sure you have completed the necessary prior learning before attempting this assessment.
 Please make sure your trainer/assessor clearly explained the assessment process and tasks to be completed.
 Please make sure you understand what evidence is required to be collected and how.
 Please make sure you know your rights and the Complaints and Appeal process.
 Please make sure you discuss any special needs or reasonable adjustments to be considered during the
assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your
trainer/assessor).
 Please make sure that you have access to a computer and the internet (if you prefer to type the answers).
 Please ensure that you have all the required resources needed to complete this Unit Assessment Task (UAT).
 Due date of this assessment task is according to your timetable.
 In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can be
granted by the trainer/assessor.
 Evidence of the compelling and compassionate circumstances must be provided together with your request
for an extension to submit your assessment work.
 Request for an extension to submit your assessment work must be made before the due date of this assessment task.

Section 2: Reasonable adjustments
 Students with carer responsibilities, cultural or religious obligations, English as an additional language,
disability etc. can request for reasonable adjustments.
 Please note, academic standards of the unit/course will not be lowered to accommodate the needs of any
student, but there is a requirement to be flexible about the way in which it is delivered or assessed.
 The Disability Standards for Education requires institutions to take reasonable steps to enable the student
with a disability to participate in education on the same basis as a student without a disability.
 Trainer/Assessor must complete the section below “Reasonable Adjustment Strategies Matrix” to ensure the
explanation and correct strategy have been recorded and implemented.
 Trainer/Assessor must notify the administration/compliance and quality assurance department for any reasonable adjustments made.
 All evidence and supplementary documentation must be submitted with the assessment pack to the administration/compliance and quality assurance department.
Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete)
Category Possible Issue Reasonable Adjustment Strategy

(select as applicable)

 LLN  Speaking
 Reading

 Verbal assessment
 Presentations

BSBLDR601 – Lead and manage organisational change
 Writing
 Confidence

 Demonstration of a skill
 Use of diagrams
 Use of supporting documents such as wordlists

 Non-
English
Speaking
Background

 Speaking
 Reading
 Writing
 Cultural background
 Confidence

 Discuss with the student and supervisor (if applicable) whether
language, literacy and numeracy are likely to impact on the assessment process
 Use methods that do not require a higher level of language or literacy
than is required to perform the job role
 Use short sentences that do not contain large amounts of information
 Clarify information by rephrasing, confirm understanding
 Read any printed information to the student
 Use graphics, pictures and color coding instead of, or to support, text
 Offer to write down, or have someone else write, oral responses given
by the student
 Ensure that the time available to complete the assessment, while
meeting enterprise requirements, takes account of the student’s needs

 Indigenous

 Knowledge and
understanding
 Flexibility
 Services
 Inappropriate training and assessment

 Culturally appropriate training
 Explore understanding of concepts and practical application through
oral assessment
 Flexible delivery
 Using group rather than individual assessments
 Assessment through completion of practical tasks in the field after
demonstration of skills and knowledge.

 Age  Educational background
 Limited study skills

 Make sure font size is not too small
 Trainer/Assessor should refer to the student’s experience
 Ensure that the time available to complete the assessment takes
account of the student’s needs
 Provision of information or course materials in accessible format.
 Changes in teaching practices, e.g. wearing an FM microphone to
enable a student to hear lectures
 Supply of specialized equipment or services, e.g. a note-taker for a
student who cannot write
 Changes in lecture schedules and arrangements, e.g. relocating
classes to an accessible venue
 Changes to course design, e.g. substituting an assessment task
 Modifications to physical environment, e.g. installing lever taps,
building ramps, installing a lift

Educational background

 Reading
 Writing
 Numeracy

 Discuss with the Student previous learning experience
 Ensure learning and assessment methods meet the student’s
individual need

BSBLDR601 – Lead and manage organisational change
 Limited study skills and/or learning strategies
 Disability

 Speaking
 Reading
 Writing
 Numeracy
 Limited study

 Identify the issues
 Create a climate of support
 Ensure access to support that the student has agreed to
 Appropriately structure the assessment
 Provide information or course materials in accessible format, e.g. a skills and/or learning
strategies textbook in braille
 Changes in teaching practices, e.g. wearing an FM microphone to
enable a student to hear lectures
 Supply of specialized equipment or services, e.g. a note- taker for a
student who cannot write
 Changes in lecture schedules and arrangements, e.g. relocating
classes to an accessible venue
 Changes to course design, e.g. substituting an assessment task
 Modifications to physical environment, e.g. installing lever taps,
building ramps, installing a lift
Explanation of reasonable adjustments strategy used (If required)

BSBLDR601 – Lead and manage organisational change
Unit Assessment Task (UAT)
Assessment Task 1 – Unit Knowledge Test (UKT)
Assessment type
 Written Questions
Assessment task description
• This is the first (1) unit of assessment task that the student must successfully complete to be deemed competent in this unit of competency.
• The Unit Knowledge Test is comprised of eighteen (18) written questions.
• Student must respond to all the questions and submit them to the Trainer/Assessor.
• Student must answer all questions to the required level, e.g. provide the number of points, to be deemed satisfactory in this task.
• Trainer/Assessor is required to provide feedback within two weeks and notify students when results are available.

Applicable conditions
• This assessment is untimed. Student must finish assessment task in his own time.
• Assessment is conducted as open book tests (this means that you can refer to your textbook or other learner resources during the test).
• Electronic devices are allowed during this test.
• Outside materials are allowed.
• You must read and respond to all questions.
• You may handwrite/use computers to answer the questions.
• You must complete the task independently.
• You must answer the questions in your own words. (Answer copied directly from text books/internet or other sources are not accepted).
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
• As you complete this assessment task you are predominately demonstrating your knowledge to your assessor. The assessor may also observe your practical skills and techniques and ask you relevant questions during this assessment task.

Resubmissions and reattempts
• Where a student’s answers are deemed not satisfactory after the first attempt a resubmission attempt will be allowed. You will have 2 attempts to resubmit your assessment. In case if you fail to get competency after 2 attempts, you have to re-enroll for the unit and need to pay the unit fee.
• You must speak to your Assessor if you have any difficulty in completing this task and require reasonable adjustments (e.g. can be given as an oral assessment)
Location
• This assessment task may be completed in a classroom, learning management system, workplace, or independent learning environment.

BSBLDR601 – Lead and manage organisational change
• Your assessor will provide you further information regarding the location of completing this assessment task.

General Instructions for answering different types of questions:
• Complete a unit knowledge test assessment consisting of a series different types of questions.
• You will be required to correctly answer 100% of these questions.
• Do not start answering questions without understanding what is required from you. Reading the question carefully and critically analyze it a few seconds will help you to identify what is really needed.
• Your answers must demonstrate an understanding and application of relevant concepts, critical thinking, and good writing skills.
• Be concise to the point and write answers according to the given word-limit to each question and do not provide irrelevant information. Be careful, quantity is not quality.
• Be careful to use non-discriminatory language. The language used should not devalue, demean, or exclude individuals or groups on the basis of attributes such as gender, disability, culture, race, religion, sexual preference or age. Gender inclusive language should be used.
• When you quote, paraphrase, summarize or copy information from the sources you are using to write your answers/research your work, you must always acknowledge the source.
• Answer the questions in the space provided on the answer sheet or digitally using Microsoft Word
• Use a black or blue ballpoint pen.

How will your assessor assess your work?
1. This assessment task requires the student to answer all the questions.
2. Answers must demonstrate the student’s understanding and knowledge of the unit.
3. If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C).
4. If at least one of the assessment tasks is deemed Not Satisfactory (NS), then the unit outcome is Not Yet Competent (NYC).
5. Once all assessment tasks allocated to this Unit of Competency have been undertaken, the trainer/assessor will complete an Assessment plan to record the unit outcome. The outcome will be either Competent (C) or Not Yet Competent (NYC).
6. The “Assessment Plan” and “Cover Sheet” is available with the Assessor Checklist File.

BSBLDR601 – Lead and manage organisational change
Assessment Task 1 – Unit Knowledge Test (UKT)
Instructions:
● This is an individual assessment.
● To make full and satisfactory responses you should consult a range of learning resources, other
information such as handouts and textbooks, learners’ resources and slides.
● All questions must be answered in order to gain competency for this assessment.
● You may attach a separate sheet if required.
● You must include the following particulars in the footer section of each page of the attached sheets:
o Student ID or Student Name
o Unit ID or Unit Code
o Course ID or Course Code
o Trainer and assessor name
o Page numbers
● You must staple the loose sheets together along with the cover page.
● You must attach the loose sheets chronologically as per the page numbers.
● Correction fluid and tape are not permitted. Please do any corrections by striking through the incorrect words with one or two lines and rewriting the correct words.

Resources required to complete the assessment task:
● Computer
● Internet
● MS Word

BSBLDR601 – Lead and manage organisational change
Question 1: Answer the following questions:
a. What is change management and what are the three (3) main elements that drive change? Write your answer in 150-200 words.
b. Explain a change management cycle or process that can be used in organization. Write your answer in 200-250 words
c. What strategies would you implement for communicating and embedding change? Write your answer in 100- 150 words.
Answer –
a. They need to make the identification of the given plan and the listed changes. They need to work for the organizational
management and their identification. They need to guide the organization to make the management and identification of the
organizational trends.
b. They need to make the work plan and the process to make the guidance of the earlier work plan and them need to defy the work for the continually developed business work and their work situation. They need to define the work with the different types of the situation and the difficulty.
In this they need to make the preparation of the organizational plan and the organizational changes and make the development according to this.
c. They need to put them the first with all over the work and the work plan. In this they need to define the change plan and change management of the work. In this they need to changes the executive planners and the models in the given work plan and the work flow. In this they also need to focus for the high work and the work plan in the following manner (Madaio, et al., 2020).

BSBLDR601 – Lead and manage organisational change

Question 2: What are the different components of a change management project plan? Explain in 500-550 words.
Answer – Answer – the change management plan can be defined the distinction to make the development and defined the accurate approach into this. They need to make the changes in the executive development and the plan. They need to define the work to manage and execute the different changes. They need to make the overseeing of the work and defined to make the given
changes and make the update in the listed plan and program.
Take the gauge of change management plan – in this they need to define the work and make the overseeing of the listed plan and the changes. In this they need to set the new goals and targets into the developers and the plans. They need to define the work and make the interaction of the work and make the development according to the work and the situation. They need to define the work
with the executive and the developers.
They need to define the work with the different work pan and make the work with the development and the individuals. In this they
need to define the work with the situation. They need to define the work with the endorsement of the work management and the work program.

BSBLDR601 – Lead and manage organizational change
Question 3: Identify five (5) barriers to change and describe the mitigation strategies you would implement to address these barriers. Write your answer in 250-300 words.
Answer –
1. Lack of the clarity – in this they need too defined thee work with the different people and make the development
according to this. They need to make the development of the work in everyday work plan and make the execution of
the work according to this.
2. Poor communication – they need to defined the work with the correspondence and defined the work between the engagement with the different changes and the work planners. They need to define the execution f the plan and defined the work with the developers.
3. Execution of the several tasks immediately – they need to make the work with the execution of the work plan and the developers. They need to make the outline of the organizational plan and the several elements. In this they need to make the segmentation of the data to make the converted plan in the workforce and the work plan.
4. Lack of active work members – they need to make the association of the work planers and the developers. And make the supply of the work identity according to this.

Question 4: Explain the process of identifying the strategic development needs of an organisation. Write your answer in 100-150 words
Answer 4- strategy planning is known as a different types of the forester arrangements and it is defined and accomplished by the large and the long haul. It can be defined the essential arrangements of the developers and the planners. In this they need to make
the examination of the evaluation and make the assessment to take the work with the smart plan and the smart action. They need to define the work with the natural work plan and make the evaluation of the work according to the developers and the nature. In this they need to defined the status and make the arrangements according to this. After it they need to work for the togetherness
plan and work for the permits.

BSBLDR601 – Lead and manage organisational change

Question 5: As a manger, why is it necessary to review existing policies and practices against strategic objectives? Write your answer in 150-200 words.
Answer 5 – they need to define the work to make the arrangement with the work planners and the work developers. In this they  need to define the work with the activity and the work planners. They need to make the engagements and make the activity work plan to make the development with them. In tis they need to make the prospective and make the development of it. They need to
defined the work with the work planners and make the establishments to make the interaction with the targets and the developers.
They need to deal with the work planners and the targets. They need to define the work with the acceleration of the work and the viable (Peiffer-Smadja, et al., 2020).

Question 6: Why is it important to seek assistance from stakeholders, experts and specialists when identifying major change requirements and opportunities? Write your answer in 250-300 words.
Answer 6 – they need to make the pure connection with the multitude of the planners and the develops. In this they need to work with all over the work plan and all over the expected circumstances. They need to define the work with the inclination and make the matter according to the situation and make the achievable goals towards the situation. They need to reach and proposed out the favor of the learning and make the standards according to the listed plan and the listed changes so it can be the inclination while they are make the corrective plan and the corrective
order of learning. They need to make the wordings with the general advantages and self-acknowledgement.

Question 7: Identify five (5) events or trends in the external environment and explain what impact each can have on achieving business/organization objectives? Write your answer in 200-250 words.
Answer 7 – external factors are defined the work with the outside of the work plan and the business it is the incorporates the enterprise of the work and they are listed the given resources I the particular plan and the particular changes –
Political – they need to define the work with the political planners and the developers, these are helpful to make the changes into the enterprise.
In this they need to focus the work to define by the political work and the political security.
Monetary – in this they need to defined the work with the jobless persons and they need to pay the attention to those and they also need to
defined the work and make the ultimate development with them to defined the situation with them and deal the natural conditions accordingly.
Serious – they need to defined the work with the opponent of the situational conditions in this they are defined the work with the propensities t
can be defined the cost of creating the green accreditations (Tambe, et al., 2019).

Question 8: How can we use these to identify major operational change requirements? Write your answer in 200-250 words for each.

 

BSBLDR601 – Lead and manage organisational change

a. Performance gaps
It is helpful to defined and permit the gaps for the important work plan and the listed changes.in this they are work for the KPIs and make the delamination with the different types of the associations and make the  development with each of the work plan and the work factors. In this they need to make the executing of the work plan and the situation and they need to make the determination in each of the plan and the factors that they are meant for. In this they need to make the recognition of the others and make the proposal of each. In this need they to make the
introduction off the supportive and manageable connection.

 

b. Business opportunities/threats and management decisions
They need to define the work with the business work plan and the business work potential. They need to define the work and make the association of itself to be the exploit. In this they need to give them the proper advantage in all over the result and managers. It is defined the work under the similar work and the similar string. In this they also need to define the work for the available.

Question 9: Read the case study and answer following question:
This case study was written by Ernst & Young LLP. The story it examines, of Westfield Insurance’s occupational change management saga, takes on nearly universal themes from the business world and is something that every insurance professional, especially those in leadership positions, needs to read. The effect that large-scale change could have on morale and engagement of employees is a major concern and potential risk for operational leaders. A decrease in morale and engagement may impact customer service, which
is also a significant risk. Additionally, a workforce that is not highly engaged will resist change — taking longer for expected benefits to be achieved.
Many insurers are undertaking major change initiatives to transform their operational capabilities, modernize technology and adjust to new market realities. Some of the risks associated with large scale change programmed include lack of employee engagement and results in people and teams across the organization resisting strategic change and refusing to adopt new tools and processes. The impact on performance can be significant, as customer service is disrupted and the expected value from very large investments never materialises.
Westfield Insurance (“Westfield”), an Ohio-based P&C carrier, has leveraged a holistic organisational change
management (OCM) approach to deliver impressive results on a multi-year claims transformation program. In fact, Westfield accomplished a very rare feat: actually, boosting employee satisfaction and engagement during a time of significant change.
While the broad-based nature of the change would challenge many organisations, Westfield’s leaders, using a coordinated and multifaceted OCM approach, have actually increased employee engagement. Key strategies that have enabled the program’s success have been high-profile executive sponsorship, cross- functional stakeholder alignment, regular and tailored communications, comprehensive training plans, and an extensive “change champion” network.
This article highlights Westfield’s experience in keeping its associates engaged through a robust OCM program tailored to its specific needs, transformation methodology and culture.

Full case study is available at http://www.propertycasualty360.com/2014/06/23/increasing-employee-
Why did the organization decide to review and priorities change requirements or opportunities with relevant leaders/managers? Answer in 200-250 words.
In this they need to make the changes into the operations plan and the operations capacities. In this they need to make the modification of the market and their real factors. In this they need to match the capacities and make the improvement according to this. In this they needed to make
the association of the planners and the developers. In this they need to define the work for the necessary work planners and the instructor. In this they need to make the managements with the financial planners and the developers. Second, they need to work for the second area of the
management and thee development. After it they need to make the improvement in each of the particular in and make the mechanical modernization in each of the plan and the work sectors (Wisnubroto, et al., 2021).

Question 10: Read the case study and answer following question/s:
When Jack Welch assumed the top position at General Electric in 1981, he inherited a company that had a market value of $12 billion — certainly a modest number, by today’s standards. By the time he left in 1998, GE was worth $280 billion. While leading GE, Welch was charged with the task of making the conglomerate better by any means necessary. With his gut telling him that his company was due for a complete overhaul, Welch decided to implement Six Sigma at GE in 1995. Quite simply, Six Sigma is a methodology that aims to reduce defects and errors in all processes, including transactional processes and manufacturing processes. Organizations that use Six
Sigma test their processes again and again to make sure that they are as close to perfect as possible. Jack Welch discussed and obtained approvals from relevant authorities in GE especially the board members to confirm the change management processes and five years after Welch’s decision to implement Six Sigma and making sure all team members are with him, GE had saved a mind-blowing $10 billion. Welch claimed to have spent as much as half of his time working on people issues. By assembling the right team and ingraining them with the right management philosophies, Welch successfully oversaw the transformation of GE from a relatively strong
company to a true international juggernaut.

Question: According to the case study:
a. Explain why it was necessary to obtain approvals from relevant authorities to confirm the change management process? Write your answer in 100-150 words.
b. Who could be the relevant authorities in a business context and what would their role be? Write your answer in 100-150 words
c. How will resource and reporting practices be assigned and agreed up within the project? Write your answer in 100-150 words
d. To make the changes into the operational planning and the operational management capacities they need to make the innovation to make the innovation to make the changes in the market plan and real factors of the development. They need to defy the ultimate targets in the simpler
way.
e. They need to make the revelation of the plan and the authorities of development so, they need to work for the essentially plan and make the chief of the directorate. It is a change inside into the organization.
f. In this they need to take the redistributed changes into the financial plan and associations. And make the execution of the plan and managers in the workers. In this they need to work for the expected planners and the issues.

Question 11: What are the components of a communication or education plan and who should be involved in the development of one? Write your answer in 300-350 words
In this they need to define the work and the estimation of the development. In this they need to make the proper communication and the proper planning. In this they need to make the communication in the intergraded and interoperable communication plan. It is the standards they need to make the engaged into the communication policy (Burci, 2019). Next Review: Dec 2022

Question 12: Answer the following questions:
a. What is a cost-benefit analysis for change management? Write your answer in 100-150 words
b. Identify and explain the five (5) benefits of a change management cost-benefit analysis. Write your answer in 150-200 words
c. It is the change management plan that they need to defined is , so it is unlike the attempting the relationship and plan between the managers and the people they are sided.
d. Make a clear vision Manage the change management timeline.
Support the employees Ensure the effectiveness of the plan. Focus on the skill development.

Question 13: answer the following questions:
a. What is a risk analysis for change management? Write your answer in 200-250 words
b. How do you conduct a risk analysis for change management? Write your answer in 150-200 words
c. How can barriers to change be identified in a risk analysis? Write your answer in 50-100 words
d. What strategies can be applied to mitigate risk? Write your answer in 150-200 words
a. They need to make the changes into the project change managements plan. It is the mitigation plan and the process that is defined the identification and understanding.
b. Identified what are changes they need to defined and be successful for the further assessments and the plans.
c. Lack of employee involvement. Unknown current planning and estate.
d. Assume and accept the risk, avoid the risk and the plans (Kumar, et al., 2020).

Question 14: What are strategies that can be implemented to embed changes in an organization? Write your answer in 350-400 words.
Answer – they need to make the planning and make the honest and transparent changes accordingly. They need to define d the work with the employee management and the participation. In this they need to make all over the details on it. In this they need to make the engagement with
the employee planning and the participation.

Question 15: Answer the following questions:
a. What is a PESTLE analysis? Write your answer in 50-100 words
b. What can a PESTLE analysis assess? Write your answer in 250-300 words
c. How can a PESTLE analysis assist businesses to monitor their external environment to determine impacts on organizational objectives? Write your answer in 150-200 words.
a. They need to define the work with the work planners and make the engagement with the external managements and the planners. In this they need t make the engagement with the socially and politically, in this they need to make the engagement with the organizational and planners.
b. They need to define the key external planners and the factors in this they had the rights to make the influence the organization.
c. In this they need to make the engagement with the external planner’s and the external factors, in this they need to make the engagement with the planners to the senior managers.

Question 16: Why should you consult with relevant groups and individuals for input into the change process? Write your answer in 100-150 words.
In this they need to make the consultation with the opportunities and the plans. They need to provide the proper plan and the proper input of
this. In this they need to make the changes into the plan and the process. They need to define the work with the accountability of the plan and
make the organizational plan and approach according to this (Wisnubroto, et al., 2021).

Question 17: When delivering ( Distribute a plan / making the team aware of the plan ) a communication or education plan what activities do you need to arrange and manage? Write your answer in 200-250 words
Answer –
They need to make the establishment of the goals.
They need to defined the key planners and the audiences.
They need to make the identification of the messages.
They need to make the creation of the tactical outreaching plan.

Question 18: Answer the following questions:
a. How would you monitor and review the change management strategy that has been implemented in an organization? Explain in 50-100 words.
b. How would you modify project plans, if required, to achieve change program objectives? Write your answer in 250-300 words
a. They need to make the planning and managements, in this they need to reevaluate the objectives
and the plans. They need to make the collective planning to the managements and the employees and make the employee evaluation with it. In this they need to make the evaluation of the LMS Metrics.
b. They need to make the understanding of the communication and the planners.
They need to make the plan and defined the documentation of the given changes
They need to make the evaluation of the changes and understand the plan and their scope of the change (Liu, et al., 2020).

Assessment type
Unit Project
Assessment task description
• This assessment task is comprised of a project report.
• This project is is untimed and conducted as an open book test (this means the student can refer to textbooks or other learner materials during the test).
• Student must complete all the activities of this assessment task.

Applicable conditions
• This assessment is untimed. Student must finish assessment task in his own time.
• Assessment is conducted as open book tests (this means that you can refer to your textbook or other learner resources during the test).
• Electronic devices are allowed during this test.
• Outside materials are allowed.
• You must complete the task with your trainer and other classmates.
• You will be assessed independently on this assessment task.
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
• As you complete this assessment task you are predominately demonstrating your practical skills, techniques and knowledge to your assessor.
• Assessor may ask you relevant questions during this assessment task.
Resubmissions and reattempts
• Where a student’s answers are deemed not satisfactory after the first attempt a resubmission attempt will be allowed. You will have 2 attempts to resubmit your assessment. In case if you fail to get competency after 2 attempts, you have to re-enroll for the unit and need to pay the unit fee.
• You must speak to your Assessor if you have any difficulty in completing this task and require reasonable
adjustments (e.g. can be given as an oral assessment)
Location
• This assessment task may be completed in a classroom, learning management system, workplace, or independent learning environment.
• Your assessor will provide you further information regarding the location of completing this assessment task.
General Instructions for attempting the skills test:
• Student must complete all the activities of this assessment task.
• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and good writing skills.
• The student must complete all the provided templates (if any).

How your assessor will assess your work?
● This assessment task requires the student to successfully complete all questions.
● Answers must demonstrate the student’s understanding and skills of the unit.
● You will be assessed according to the provided performance checklist/ performance criteria.
● Assessment objectives/ measurable learning outcome(s) are attached as performance checklist/
performance criteria with this assessment task to ensure that you have successfully completed and
submitted the assessment task.
● If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C).
● If at least one of the assessment tasks is deemed Not Satisfactory (NS), then the unit outcome is Not Yet Competent (NYC).
● Once all assessment tasks allocated to this Unit of Competency have been undertaken, the
trainer/assessor will complete an Assessment plan to record the unit outcome. The outcome will be
either Competent (C) or Not Yet Competent (NYC).
● The “Assessment Plan” and “Cover Sheet” is available with the Assessor Checklist File.

Assessment Task 2 – Unit Project
Instructions to complete this assessment task:
● Please write your responses in the template provided.
● You may attach a separate sheet if required.
● You must include the following particulars in the footer section of each page of the attached sheets:
o Student ID or Student Name
o Unit ID or Unit Code
o Course ID or Course Code
o Trainer and assessor name
o Page numbers
● You must staple the loose sheets together along with the cover page.
● You must attach the loose sheets chronologically as per the page numbers.
● Correction fluid and tape are not permitted. Please do any corrections by striking through the incorrect words with one or two lines and rewriting the correct words.
● The premise of the project must be closely related to the previous assessment task.
● This submission must be well presented and follow the guidelines and instructions provided.
● Please follow the format as indicated in the template section below.
● One of the most important steps that you can take: proofread your answers.
● Appropriate citations are required.
● All AuSC’s policies are in effect, including the plagiarism policy.
Resources required to complete the assessment task:
• Computer
• Internet
• MS Word
• Printer

Project:

Case study:

Background
Dreamy Destinations is a travel service provider that run most of its operations through call centers. The company has been in operation for 10 years and currently has a contact centre in Hobart. The primary business of the company is to sell domestic travel packages. The company is well known for its destination travel packages.

Organizational Chart
The structure of the organization is as follow:

Employee Turnover
The employee turnover in the organization is at 48% for telephone representatives and it is directly having an impact on the organization’s ability to deliver quality customer service.
The biggest drawback for the IT department is constantly having new employees start work and that is making it difficult for Dream Destinations to maintain the required standard of customer service that they are aiming to deliver.
To rectify this business problem, the organization has set up a goal in the organizations strategic planning to reduce the employee turnover to the industry best practice levels in next five years.

Strategic goal:
 To reduce the employee turnover to 19%
Operational goal:
 To reduce the employee turnover by 12% at the end of financial year
Dreamy Destinations believe that the if they are successful in reducing turnover, then they would be able to implement a training program that would help them to train and develop staff. This would help them to achieve and maintain the required level of customer service.

Change Management

The company also considers that in order to achieve the strategic and operational plan they must change the way in which they do things now.
Rob, the Contact Centre Operations Manager has been assigned the task to identify the changes required to achieve their strategic and operational goals.
Rob recognizes that the initial step that needs be taken is to determine the change requirements that must be implemented to reduce the turnover. To do so, he is required to analyses the current state of the business. Rob completes a review of the organization’s structure, processes, people and technology.

People
 Poor relationship between mangers and
staff

 Minimal opportunity for training

Process
 No documented process
 No process review conducted since the company has started

Technology
 No manual and user guides available ‘
 Need to upgrade technology as interruptions experienced on regular

Structure
 High supervisor to employee ratio ‘
 Flat structure

Rob made a comparison between the operational practices and outcomes with the pre-existing policies and strategies. He identified that the achieved outcomes were not in line with the policies of the organisation that included policies for:
 Upgrading of technology
 Regular supervisor and employee engagement meetings fortnightly
 Performance review and evaluation conducted for each employee every two years.
Findings of Rob
 Policies and procedures
As a result of the research conducted, Rob considered that there is no need for change in current policies as
they are sufficient to achieve the strategic and operational goals.
However, he also found that there were no policies relating to the training and continuous improvement program or the guidelines for supervisors. This need be developed to support the organisation’s goals.
 Fundings
The company will also be required to provide funds to upgrade the systems as there are continuous
interruptions.
 Turn over benchmarking
Rob also examined the external industry trends and made a comparison on the employee turnovers. He conducted an analysis on the turnover ratio to determine the ratings at Dreamy Destinations within the
industry. The result from the analysis depicted that the employee turnover was a serious issue in Dreamy
Destinations as the organisation was experiencing a steady incline in the employee turnover ratio whereas the industry standards were static, and the turnover ratio was almost 50%.
Turnover ratio = (total number of employee separated within a time frame / average number of employees within a timeframe) * 100%

Rob is also required to use the internet and research these trends.

 Stakeholders’ participation
Rob reviewed the organisational chart to identify the managers that will be affected by the change, and managers that will participate in the change project. After the identification, he arranged meeting with the stakeholders and the managers (Finance manager, HR manger, Contact Centre Supervisors) and decided that all the meetings will be focused on the same agenda and the meetings will be conducted separately as he believes that the change requirements are different for each group.

 Benefits of the change
Rob also believes that if they are successful in achieving the operational and strategic plan, it will further cement their place in the organisation and would benefit the organisation to grow in the market and maximise the profits. The company will also have an opportunity to increase the market share percentage.
After completing the meetings, Rob will consolidate all the information and feedback to determine the position of the organisation and prepare a report for the identified changes.

Activity 1 Change Management Plan Development
Based on the given case study, you are required to take on the role of Rob and develop a change management plan to demonstrate the change management strategies:

Part 1. Business Environment Analysis

Q1 Identify, analyse and interpret information about the internal environment of the business
organizational objectives of the business To reduce the turnover.
To meet the organizational needs.
To train the employees.
To meet the current requirements of the organization.
To increase the profit ratio.
To expand the business.

Identify any existing policies and practices to guide
organisational change

Strategic and operational policies.

Identify performance gap of the general operation. The increased turnover of employees lacks the quality of work and are hard to manage. The lack of training leads to a performance gap as the work will not be done accordingly.

Evaluate business opportunities and threats using
SWOT analysis

Opportunities – by reducing turnover the company will get to
work even more effectively and efficiently. The business will be expanded.
Threat – the increased turnover will lead to decreased quality work.
Market risk. Competitors can take over the market. Identify any management decisions relevant The management has decided to reduce the turnover and focus more on employee training. So that the company can maximize profit and expand the business (Holgersson & Romani,
2020).

Q2. Evaluate external environment such as events or trends that may impact on the achievement of organisational objectives using PESTEL Analysis

Please DO NOT explain what PESTEL is but conduct a PESTEL Analysis for Dream Destination.

Political Lack of cooperation between managers and employees will
lead to creating mismanagement in the organization. It will
create unwanted office politics. External political factors are
not in the favor of the company as the comaopny is not
legalized.

Economic the employee turnover ratio is 48% currently. This is affecting
the profit and income of the organization. By reducing this
company will be able to expand the profit ratio. It can be said
that the economic conditions of the company is average.
Social The company works as a travel service provider. It mainly works through call centers.

Technological The technology used is depleted and needs to be changed(Holgersson & Romani, 2020).

Legal There are no legal documents for the company. The company has not been legalized ever since it has started. Environmental the environment of the company is very poor because of lack
of cooperation between team members and management. The lack of training and technology also affects the environment. Part 2. Consult with stakeholders to identify requirements and opportunities for changes that support organisational objectives.

Who did you consult with? Rob
Date/ Time/ Location of the consultation: 11 January 2023/12:00 P.M./ meeting hall
Requirements and opportunities identified
Include at least 3 of them and describe the following:
What changes are required?
Why are the changes required?
What are the desired results of the changes?

 Upgradation of technology, as the depleted
technology will not give any benefit to the company.
 Reducing employee turnover. As the funds can be
used on other important operations.
 Focusing on the expansion of business and legalizing
the company (Li, et al., 2020).
 For expansion of the business.
 For maximizing the profit.
 To stand in the market.

 The profit will be maximized.
 The business will expand.
 The employees will be trained.

 

Identify the opportunity of the highest priority with input from relevant stakeholders

The highest priority is to reduce the employee turnover.

Part 3 Develop a change management project plan

Change Management Project Plan

Introduction
Technology, employee turnover, and policies are needed to be changed. The
stakeholders of the company will be affected. This needed to be ended soon as
possible as it is degrading the growth of the company.
The technology needs to be updated, the employee turnover needs to be reduced, and
the company needs to be legalized.
All of these things are needs to be done as it is affecting the profit margin and the
expansion of the company.
The company needs to focus on the overall change. The stakeholder of the company
will work for the betterment of the company. The environment of the company needs
to be managed. The employee turnover needs to be reduced so that the company can
train all the employees and get quality work done. The more the quality and efficiency
the more the profit margin increase. Yes, the change is the part of the program (Khan,
2019).
Change Objectives – the scope of change
The specific change that is needed to be done is to reduce the employee turnover and legalize the company.
The cost will shift from employee turnover to employee training. So it will may increase the cost but
elimination of employee turnover will help. The resources that are need to be managed are employees, funds, technology, better training professionals, and
documentation for legalizing company.
All the upgraded technologies, machinery and funds are required to manage things.

Risk analysis and mitigation strategies
Lack of training can impact the company. Lack of knowledge regarding new machinery can hamper the work and it can lead to many problems. Legalization is needed, it can lead to many problems.
Proper professionals with experience can be hired to avoid any risk. Legalization should be done.
Conduct risk analysis, including barriers to change and relevant mitigation strategies Risk description Likelihood (H/M/L) Consequence (H/M/L) Mitigation Strategies Lack of knowledge High High Lack of knowledge can lead to unwanted risk and problems.

Lack of funds Medium Medium Reducing employee turnover and cutting off unwanted
expenses.

Project Timeline
List the key change activities or milestones with dates as currently planned. Structure into stages or iterations as appropriate. Insert a Gantt chart or other diagrams as appropriate.

Proposed Key Milestones Estimated Date
Key deliverables 15 February, 2023
Completing documentation 20 February, 2023
Reduction in employee turnover 15 March, 2023

Communication Strategies

Messages to
deliver

Target Audience or
stakeholders

Communication
Channel

Frequency People responsible
of generating the
content

Proper
communication

All the stakeholders
are included.

Mails and meetings. Fast High authority

Be professional in
every work

All the stakeholders
are included.

Mails Fast High authority

Getting trained and
should have
professional
knowledge about the
subject matter.

All the stakeholders
are included.

Formal and verbal
communication

Mediocre High authority

Unit Assessment Task (UAT)
Assessment Task 3 –Presentation
Assessment type:
 presentation
Assessment task description:
• This is the third (3) unit assessment task that student must successfully complete to be deemed competent
in this unit of competency.
• Student must attempt all criteria to the required level.
Applicable conditions:
• Student must complete the task independently.
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
• Trainer /Assessor must assess student’s practical skills, technique and knowledge as he/she complete this assessment task.
• The trainer/assessor may ask student relevant questions on this assessment task to ensure that this is his/her own work.
• This task is untimed and conducted as open book tests (this means student can refer to textbooks during the test).
Resubmissions and reattempts:
• Where a student’s answers are deemed not satisfactory after the first attempt a resubmission attempt will be allowed. You will have 2 attempts to resubmit your assessment. In case if you fail to get competency after 2 attempts, you have to re-enrol for the unit and need to pay the unit fee.
• You must speak to your Assessor if you have any difficulty in completing this task and require reasonable adjustments (e.g. can be given as an oral assessment)
• For more information, please refer top the AuSC Student Handbook.
Location:
• This assessment task may be completed in a workplace/ learning environment.
• Trainer/Assessor will provide student further information regarding the submission of completing this assessment task
• Trainer/Assessor will provide student further information regarding the location of completing this assessment task. General Instructions for attempting the assessment task:
• Student must complete all the activities of this assessment task.
• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and good writing skills.
• The student must complete all the provided templates (if any).

Purpose of the assessment task:
• Purpose of this project is to check skills and knowledge related to performance criteria and performance evidence of the unit.

Assessment Task 3 – Presentation
Instructions to complete this assessment task:
● This assessment task is comprised of a Presentation.
● This Role-play and Presentation test is timed.
● Time allowed to deliver the presentation is 10 minutes.
● Student must complete all the activities of this assessment task.
● You must include the following particulars in the footer section of each page of the attached sheets:
o Student ID or Student Name
o Unit ID or Unit Code
o Course ID or Course Code
o Trainer and assessor name
o Page numbers
● You must staple the loose sheets together along with the cover page.
● You must attach the loose sheets chronologically as per the page numbers.
● Correction fluid and tape are not permitted.
● Please do any corrections by striking through the incorrect words with one or two lines and rewriting the correct words.
● This submission must be well presented and follow the guidelines and instructions provided.
● Please follow the format as indicated in the template section below.
● One of the most important steps that you can take: proofread your report.
● Appropriate citations are required.
● All RTO policies are in effect, including the plagiarism policy.
Resources required to complete the assessment task:
• Computer
• Internet
• MS Word
• Printer
• Policy template
• Child protection policy

Your task Over the time, more performance issues have occurred for Dream Destiny.

In this assessment task, you are required to develop a change management strategy in
consultation with the stakeholders and managers. You will continue to take on the role
of the Contact Centre Operation Manager.
Your assessor will act as General Manager/CFO/Department Managers.
You have identified that the telephone representative productivity has decreased
steadily over last five years in line with the increase in turnover:
 2011: 40 sales per representative a day
 2012: 37 sales per representative a day
 2013: 34 sales per representative a day
 2014: 32 sales per representative a day
 2015: 30 sales per representative a day
To rectify this issue, you have identified the following priority change requirements in
consultation with the stakeholders:
Goal 1: Upgrading of technology on a yearly basis.
Goal 2: Proper training and development projects for employees
Goal 3: Proper engagement of employees and supervisors on fortnightly basis.
Goal 1 is essential to the business to ensure:
1. The most efficient use of resources to cover market needs. As upgrading
technology will decrease interruption, they can become a competent contact
center in the industry.
2. Job performance measurements for training needs
Goal 2 is essential to business to ensure that the:
1. Staff are well trained and have the required skills
2. Employee turnover rates continue to decrease as training will increase
competence in their work creating less pressure on them.
Goal 3 is essential to business to ensure that the:
1. Supervisors and employees are well coordinated
2. Business is having proper flow of information
3. Supervisors are passing on relevant knowledge to employees.

In order to ensure that there is proper employee and supervisor engagement, there
must be reporting protocols for supervisors to report to department managers.
Achievement of these goals should increase net profit in the net budget year $200,000
due to increased efficiencies and increased business.
The cost that is required to be upgrade the technology and train the employees on an
annual basis would be $150,000. However, it is also forecasted that the net profit
would further increase with time.
The change requirements might be running the following risks:
 After spending $150,000 on training and upgrading of technology, there is a
prediction that the business would earn profits of $200,000. However,
predictions can be wrong and there might be a scenario that the business might
not benefit from.
 The other associated risk is that even after spending considerable amounts on
training of employees, the turnover ratio will not decrease. This can lead to the
loss of the company from the money spent for training purposes.

You will be required to complete:

You are required to develop a change management strategy in consultation with the
stakeholders and managers
 Based on the given information you are required to prepare a presentation and
give the presentation as the role of Contact Centre Operations Manager.
 All of your notes and any preparation should be handed in to your
trainer/assessor as part your assessment along with a full copy of your
presentation.
 A video recording of the presentation should be submitted along with the
assessment.
The presentation of change management strategy should follow the structure:
Section 1. Purpose of the change management project
Section 2. Scope of the plan (What changes are included)
Section 3. Undertake a cost benefit- analysis for the projected profits and the
investment.
Section 4. Analyze the risks, identify the barriers and record mitigation strategies based
on your problem solving and innovation skills.

.