ASSESSMENTS

There are 2 forms of assessment or evidence gathering methods for this unit of competency. You
are required to complete them both.
Assessment 1: Written Questions
This assessment consists of ten 10 written questions to assess your knowledge of BSBADM504
Plan and implement administrative systems. You must answer all questions correctly and in
accordance with the instructions given.

You should provide typed responses and may use various sources of information including
textbooks, learning workbooks, other documents and the internet. You must list your sources.

Assessment 2: Practical Demonstration

This assessment is in five (5) parts. You are required to examine a number of case study based
scenarios, conduct a range of practical activities in relation to those case studies and participate
in a role play.

This Assessment gives you an opportunity to apply the principles learnt in the course to a set of
practical scenarios.

You must complete all parts of this assessment correctly and in accordance with the instructions
given.

Your assessor will advise you when your assessments are due and make arrangements for the
practical demonstrations to take place and ensure all necessary resources are available.
ASSESSMENT 1: WRITTEN QUESTIONS
This assessment consists of ten (10) written questions to assess the Student’s knowledge of Plan
and implement administrative systems. Students must answer all questions correctly. Students
should provide typed responses. Students may use various sources of information including: text
books, learning workbooks, other documents and the internet and they must list their sources.

Questions
1. Identify six (6) costs that might apply when implementing and maintaining an administrative
system. (Max. words: 50 -80)

2. Organisations must comply with current legislation and codes of practice. Complete the table
below by identifying the types of policies, procedures and practices an organisation must
include as part of their administrative system.

Legislation Policies and procedure

Anti-discrimination
legislation
Ethical principles
Codes of practice
Privacy laws
Copyright
Work health and safety
legislation

3. Imagine you are an Administration Manager and have been asked by your manager to
seek a quotation for a customer contact database. Identify the items you should include
in your quotation request.

4. Systems may be purchased from a supplier or may be developed in-house. Identify the
relative advantages and disadvantages of the two approaches. (80-120 words)

5. You are an Administration Manager and are about to implement a new administrative
system. List five (5) steps you will need to complete before the new system is operational.

6. Imagine you are working as a Software Consultant in an IT based firm in Sydney. You are
holding the additional portfolio of Administration Manager as well. Considering this
 scenario, identify six (6) examples of selection criteria you could use for choosing between
alternate suppliers of software.

Questions 7 and 8 are based on the information in the following table.

Selection Criteria Bid 1 Bid 2 Bid 3

Budget $8,000 $8210 $7790 $7990

Timeline 2 months 2 months 8 weeks 9 weeks
System Chapman Retail 2 years CRMS 6 years on CRMS 5 years
Mgt. System experience development experience with
team retail mgt. similar
system but linux-
based
Specifications Alignment of Complete on-site Complete all work Complete in
sales data with in consultation outside of work consultation with
warehousing with warehouse hours warehouse, sales
weekly reports. and sales staff. and supervisory
Various MIS Complete after- staff on-site
reports. hours
Quality Heuristic Quality is ISO 9004:2000 As per client
Assurance evaluation guaranteed by us requirements
Project Bidder to supply Supplied Supplied Supplied
Manager

7. Having discussed various selection criteria for choosing between alternate suppliers, you
are now required to apply the same concept but to the following given scenario. Here, the
table highlights that you have just received three bids for work and matched the bids and
criteria in the table above. Based on this information, which bid would you choose and
why? (50-80 words)

8. Imagine you have chosen Bid 3 and are now involved in the implementation phase of the
process. Discuss the benefits you will get by encouraging your staff members to
participate in all stages of the implementation process. (50-80 words)
9. System usage policies help an organisation meet its legislative guidelines by establishing
procedures to protect privacy. A list of common policies is provided in the following table.
Identify the relevant legislative requirements for each policy.

Policy Relevant legislative requirements

Internet access and usage

Electronic mail
Mobile computer use
Security

10. Imagine you are running a small grocery shop. So far, you have been placing verbal
orders to your suppliers for milk, butter, bread newspapers and general groceries. You are
thinking of switching to a new administrative system which is technology oriented and your
task is to identify some of the requirements for this new type of system.
a) Identify six (6) requirements for this type of system and
b) Identify six (6) stakeholders you might consult.
ASSESSMENT 2: PRACTICAL DEMONSTRATION AND
OBSERVATION
This practical demonstration assessment comprises 5 tasks, including a role play. You will need
to respond to all tasks correctly and in accordance with the instructions given.

Resources required
First Choice Realty Procurement Policy and Procedure. (Appendix A)
First Choice Realty Staff Training Policy and Procedure (Appendix B)

Instructions to student
There are 5 tasks in this assessment. One task requires you to participate in a role play and the
other four tasks require you to lead a business improvement team with the members of your team
being your fellow classmates. Your assessor will arrange the teams and give you all the necessary
details.

As a business improvement team leader you need to

 Encourage your team members to actively participate in the discussion and contribute
their ideas
 Acknowledge contributions so that the person feels you have heard their views
 Aim for general agreement and explain the reasons for decisions which should reflect the
fact that all viewpoints have been considered

The team meetings will be in a simulated workplace, which will be organised by your assessor.
Your assessor will brief your team members on their role.

The purpose of the team meetings is to:

 Consult with the administrative system users and internal stakeholders to identify the
administrative system requirements or if any modifications are needed
 Invite participation in developing an implementation strategy for the changes to be made
to the administrative system
 Monitor the new system and identify future improvements

The meetings will be observed by the assessor.

Please note that although you will be working with a team for these assessment activities, and
the assessment tasks may require the inclusion of team responses/ideas all answers much be
your own work.
Task 1
Instructions
In your team review the following case study and then respond to the activities below.
Case Study

In July 2012 Elizabeth Smartz started her own real estate agency called First Choice Realty Pty Ltd. It
operates with a Board of Directors and 3 senior staff. Elizabeth Smartz – CEO, Lisa Smyth – Operations
Manager and the Team Leader of the real estate consultants.

It specialises in buying, selling and leasing high end properties in the Eastern Suburbs of Sydney.

Elizabeth’s agency has experienced significant business growth due to increased sales and the Sydney
property market boom. The company employs 14 staff. The team is made up of
 eight fulltime real estate consultants, including 1 team leader,
 two administration/accounts personnel, a data entry operator,
 a front desk/enquiry person,
 a marketing officer and
 Lisa Smyth, Operations Manager.

All staff have all worked in the business for at least 12 months, with 5 of the consultants being with the
business for more than 4 years.

Lisa was recruited just over 12 months ago to streamline the business and administrative systems and
prepare it for its next phase in becoming a market leader. The staff have responded well to Lisa and are
excited to be involved in such a successful business, however things have stalled recently and many of
the proposed changes have been slow to materialise.

Lisa has decided that she needs to take action to get things moving again and has called a staff meeting
to review the areas she has identified as in need of changes.

She has identified the following concerns with the business operations /administration system:
 The Client Relationship Management (CRM) database system is currently stretched to the limit
and is slow and cumbersome. It is 7 years old and there are data security concerns.
 Sales staff do not use the CRM consistently to record their activities with individual clients. Each
staff member has their own system for what client information they record and how they
document it.
 The agency is not maximising its use of social media for marketing and communication purposes.
 Management accounting processes are poor and the current software is old and outdated. The
latest version of cloud based Quick Books Pro would improve efficiencies and enhance reporting
capabilities and should be considered.

 Policies and Procedures need to be updated as they have not kept up with the many changes in
the business resulting from its ongoing growth. Staff need quick access to these documents and
an intranet should be considered.
  Website and phone enquiries are not always followed up and Elizabeth has received a couple
of angry emails about the lack of response.

The current administration system at a glance:

 Real Estate Pro Database for client relationship management
 Quick Books - basic
 Microsoft Excel is used for creating invoices to clients
 The system is unable to produce any reports that enable management to thoroughly review its
business operations in a timely manner
 Policies and Procedures are saved in Microsoft Word files within folders.

It is now time to address the immediate inefficiencies and administrative system problems. At this stage
there are no budgetary restrictions as the owner is seeking responses and recommendations based on
effectiveness. Value for money and cost effectiveness will be considered by the Board of Directors.

You are the leader of the Business Improvement Team charged with considering and responding
Lisa Smyth’s findings.

You need to lead your team to:

A. Review the identified problems with the current business/administration system and
identify five (5) priority issues, requirements for or modifications to, the First Choice
administration system.
B. Research which technologies can provide solutions to the priority you consider most
important
C. Draft a request for a quotation for the supply of your recommended technology
D. On the basis of the information you have researched prepare a report which identifies and
describes the selection criteria for your two preferred supplier options. (At this stage cost
of the options can be left blank)

Please note: you will need to use First Choice’s Procurement Policy and Procedure to complete
the activities above.

You must demonstrate your ability to:

 Work with relevant personnel and stakeholders to identify administrative system
requirements and improvements
 Document necessary requirements or modifications
 Obtain quotations from suppliers/developers
 Select appropriate supplier/developer

Task 2
Instructions
In your team review the following case study and then respond to the activities below.
Case Study

As part of First Choice Realty’s business administration review and upgrade you have been given the
responsibility to lead a team to organise an upgrade to the accounting system.

The current system, amongst other things, no longer complies with current tax and company laws.
Management has requested a simple upgrade to a new version of the same software.

You complete a draft options report for obtaining a suitable provider. The options are listed in the
following table, along with the criteria Lisa Smyth provided you with.

Selection Criteria Internal IT Staff Retailer Specialist Provider

Upgrade budget $ (not

$1500 $450 $2000
provided)
Time line Immediate
10 days 2 weeks 10 days
supply
System QuickBooks, Pro Upgraded tax tables Experts on tax,
New software
Accounting (QB provided and company laws and QB
available now
Pro) installed Pro.
Specifications Complete when
New tax tables to
available. Within
be installed and
quote timeframe. Self-install, no
training provided
Training on compliance Complete installation
on annual
company law not training and training provided
company
provided. May need available
reporting
to refer to another
requirements.
subject expert.
Quality Peer evaluation can As per client
Heuristic
Assurance provide feedback to requirements, software
evaluation by N/A
IT department if guidelines and national
accounts staff
needed. standards.
Project Manager Can act as PM for the
You N/A N/A duration if required (no
additional charges)
Other On call 24/7. Very Software Forwarding emails and
information familiar with the returns policy telephone details
system and staff. applies provided, Additional
Knows who sits charges after initial
where. contract fulfilled.
You convene your business improvement team to move forward on your draft options paper.

You need to lead your team to discuss and document the following:
1. a) With whom would you need to consult and why?
 b) What is your team’s preferred decision methodology?
c) What comparison criteria should you use to compare the options?
d) What organizational and legislative requirements did you need to consider?

2. Write a report on your recommendations as to the best option for a suitable provider.
Your report should be 1 to 1.5 pages in length.
It should include
 Reasons for selecting the provider
 Information about how the provider meets the project objectives
 Information about how the objectives were prioritised
 A logical and appropriate decision methodology

You will need to refer to First Choice Realty’s Procurement Policy and Procedure (Appendix A)

You must demonstrate your ability to:

 Work with relevant personnel and stakeholders to identify administrative system
improvements
 Document necessary requirements or modifications
Task 3
Instructions to the student
In your team review the following case study and then respond to the activities below.
Case Study

First Choice Realty are making significant progress with the streamlining of its administration systems and
the Manager Operations has decided that it now time to address the finding that the agency is not
maximising its use of social media for marketing & communication purposes

First Choice’s current marketing approach is reliant on the traditional avenues of

 Colour advertising in the press, including local papers
 its website supported by some paid advertising on the internet for high worth properties
 Full colour leaflets distributed in the local area of the property

These approaches have proven successful in the past. However, other agencies are appealing to a
younger demographic through social media marketing and this is a potential client group First Choice is
keen to access.

First Choice wants to use the social media tools of Facebook, Instagram and Twitter for marketing and
communication purposes, in addition to its current practice.

Convene your business improvement team to move forward on this challenge

You need to lead your team to discuss, come to decisions and document a response to
the following:
1. a) What are the implementation strategies available?
b) What are the advantages and disadvantages of each strategy?
c) Which strategy did you select? Provide reasons for your choice.

2. Agree a dot point implementation plan ensuring that your team covers:
a) Staff needs
b) Organisational needs
c) Compliance/legislative requirements
d) Communication of system processes
e) Methods of training and support
f) A summary of contingencies and possible response

3. Outline how you will be able to monitor the new social media marketing and
communication system and identify any future improvements

You must demonstrate your ability to:

  Work with relevant personnel and stakeholders to identify administrative system
improvements
 Document necessary requirements or modifications
 Monitor the new system and identify future improvements

Task 4 - Role Play

Instructions to the student

You are to participate in a role play. As the business improvement team leader you will need to
develop a procedure for using Twitter and train your team. This will require you to prepare for the
role play by undertaking internet research and developing a step by step procedure before
participating in the role play. Please see the information below under the preparation heading.

Your assessor will advise the location for the role play and ensure that any needed resources are
available and will document the activities and use the observation checklist below as the criteria
to assess you.

The situation
Twitter is an online social and business networking tool. It's a platform where users share their
thoughts, news and information in 280 characters of text or less. You can post updates on Twitter,
along with photos and videos, and you can interact with others. Profiles are (usually) public. Users
"follow" each other in order to keep tabs on and converse with specific people.

First Choice Realty has implemented a range of social media activities to enhances its marketing
with a focus on a younger demographic. The implementation of the new approach requires you
to teach your team how to use Twitter.

You are required to

 Research how Twitter works
 Document a step by step procedure on how to use Twitter
 Train your team members, using the procedure you developed to
o set up a Twitter account,
o select 3 or 4 people to follow
o make at least 3 tweets
 Provide the procedure to the team members as a learning aid

The cast
You – business improvement team leader and trainer
Your team – class mates allocated to be your business improvement team

Resources
You need
  Access to the internet
 Your step by step procedure
 A suitable area for the training session to take place

Preparation
You should prepare for this activity PRIOR to the scheduled day by
 Researching twitter
 Developing your step by step procedure, trialling it and modifying it if required
 Working out your timing for each step in the procedure so you can keep on track during
the role play
 Have a copy of the step by step procedure available for your team members as a learning
aid

Time
 You have 30 minutes preparation time on the day for set up.
 You have 1 hour for the training session

Participate in role play

You will need
 Explain the reason for the training session
 Outline what topics you are going to cover
 Train the team members how to
o set up a Twitter account,
o select 3 or 4 people to follow
o make at least 3 tweets
 Provide the procedure to the team members as a learning aid and encourage them to
make notes as needed
 Encourage questions and active participation in the activities
 Be aware that some team members may feel nervous or uncomfortable and frightened
they may not understand what is required

You must demonstrate your ability to:

 Define and communicate procedures for using the new system to staff
 Provide training and support for staff to use the new or modified system
Task 5
Instructions
In your team review the following case study and then respond to the activities below.
Case Study

First Choice Realty have been operating with its new administration system and CRM for the past 6 months.
The half yearly integrated monitoring tools within the software have shown that
 Security procedures, passwords and login procedures are fully operational
 Electronic digital security devices, firewalls, anti-hacking software are fully operational
 The CRM is producing management reports – sales, expenditure and cost reports etc in a timely
manner and the Board is able to monitor financial operations more effectively
 Staff are accessing online policy and procedure documents effectively and there has been a drop
in the accounting error rate
 After some initial teething problems feedback from staff about the use of social media has been
positive, particularly twitter. However, during the last 2 months the use of Facebook has been
declining and there has been some unpleasant trolling on the site

Modifications are needed to Facebook operations to improve use and manage damaging effects of trolling
behaviour.

Convene your business improvement team to move forward on this challenge

You need to lead your team to discuss, come to decisions and document a response to
the following:
1. Consider the possible modifications that may be required to Facebook administration and
operations

2. Identify
o The relevant stakeholders and the possible implications for each
o The implications of modifications for the organisation.

3. Identify any necessary training to support the modification

You must demonstrate your ability to:

 Work with relevant personnel and stakeholders to identify administrative system
improvements
 Document necessary requirements or modifications
 Monitor the new system and identify future improvements
 Provide training and support for staff to use the new or modified system
 Monitor and address training needs