Ali Asad Assignment

BSB51915 – June 2018
Assessment Resource Summary
Unit Details BSBMGT517 – Manage operational plan
This is a summative assessment, which need

Assessment Type adequate practice prior to undertaking this
assessment.
Case Study Assessment 1
Assessment Methods Written Question / Answers Assessment 2
Role-play Assessment 3
TAS-AT-V3-06092018 © International College of Tasmania P a g e 1 | 54

Assessment Resources | BSBMGT517
Unit Summary
This unit describes the skills and knowledge required to develop and monitor implementation of the
operational plan to provide efficient and effective workplace practices within the organisations
productivity and profitability plans.
Management at a strategic level requires systems and procedures to be developed and implemented
to facilitate the organisations operational plan.
This unit applies to individuals who manage the work of others and operate within the parameters
of a broader strategic and/or business plan.
Prerequisite Units
There are no recommended prerequisite units for this competency.
ELEMENT PERFORMANCE CRITERIA

Elements describe the Performance criteria describe the performance needed to demonstrate
essential outcomes. achievement of the element.
1. Develop operational 1.1 Research, analyse and document resource requirements and develop an
plan operational plan in consultation with relevant personnel, colleagues and
specialist resource managers
1.2 Develop and/or implement consultation processes as an integral part of the

operational planning process
1.3 Ensure the operational plan includes key performance indicators to measure
organisational performance
1.4 Develop and implement contingency plans for the operational plan
1.5 Ensure the development and presentation of proposals for resource

requirements is supported by a variety of information sources and seek specialist
advice as required
1.6 Obtain approval for the plan from relevant parties and explain the plan to
relevant work teams
2. Plan and manage 2.1 Develop and implement strategies to ensure that employees are recruited
resource acquisition and/or inducted within the organisation s human resources management
policies, practices and procedures

2.2 Develop and implement strategies to ensure that physical resources and
services are acquired in accordance with the organisation s policies, practices and
procedures
2.3 Recognise and incorporate requirements for intellectual property rights and
responsibilities in recruitment and acquisition of resources and services
3. Monitor and review 3.1 Develop, monitor and review performance systems and processes to assess
operational performance progress in achieving profit and productivity plans and targets
3.2 Analyse and interpret budget and actual financial information to monitor and
review profit and productivity performance
3.3 Identify areas of under-performance, recommend solutions and take prompt

action to rectify the situation
3.4 Plan and implement systems to ensure that mentoring and coaching are
provided to support individuals and teams to effectively, economically and safely
use resources
3.5 Negotiate recommendations for variations to operational plans and gain

approval from designated persons/groups
3.6 Develop and implement systems to ensure that procedures and records
associated with documenting performance are managed in accordance with
organisational requirements
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance
criteria that are required for competent performance.
Skill Performance Description

Criteria
Reading 1.1, 1.5, 2.1, 2.2, Identifies and extracts relevant information from a range of
3.1, 3.2, 3.3, 3.4, complex texts
3.6 Gathers, interprets and analyses workplace documentation to
determine requirements for the operational plan
Writing 1.1-1.5, 2.1, 2.2, Develops and documents a range of detailed texts relating to the
3.1-3.6 management of an operational plan according to organisational
requirements
Ensures the vocabulary, grammatical structures and conventions
are appropriate for the context and target audience
Oral 1.1, 1.2, 1.5, 1.6, Presents information to a range of audiences using appropriate
Communication 3.4, 3.5 register, vocabulary and paralinguistic features

Listens and comprehends information from a variety of spoken

exchanges with clients, co-workers and other stakeholders
Confirms understanding through questioning and active listening
Numeracy 1.1, 1.3, 1.4, 3.1- Selects and uses mathematical problem-solving strategies to
3.4 organise resource requirements, performance benchmarks and
financial viability of the operational plan
Navigate the 2.1, 2.2, 3.4, 3.6 Monitors adherence to organisational policies, procedures and
world of work considers own role in terms of its contribution to broader goals of
the work environment
Appreciates the implications of legal responsibilities with specific
reference to health and safety
Interact with 1.1, 1.2, 1.5, 1.6, Identifies and uses appropriate conventions and protocols when
others 3.5 communicating with colleagues and external stakeholders
Collaborates with others to achieve joint outcomes, playing an
active role in facilitating effective group interaction, influencing
direction and taking a leadership role on occasion
Get the work 1.1-1.5, 2.1, 2.2, Takes responsibility for developing and implementing systems and
done 3.1, 3.3, 3.4, 3.6 processes to achieve organisational objectives, seeking advice,
feedback and support as required to assist in the development and
planning phase
Sequences and schedules complex activities, monitors
implementation, and manages relevant communication
Uses systematic analytical processes to aid decision making,
identify potential problems and generate contingency plans or
solutions
Assessment Requirements
Performance Evidence
Evidence of the ability to:
develop and implement an operational plan using a variety of information sources and
consultation (including using specialist advice if required) which includes:
resource requirements
key performance indicators
monitoring processes
contingency plans
communicate effectively with relevant stakeholders to explain the plan and supporting
information, seek approvals, negotiate variations and engage work teams
develop and implement strategies to achieve the operational plan within the organisation s
policies, practices and procedures including:
recruiting, inducting and developing personnel
acquiring physical resources and services

protecting intellectual property

making variations to the plan
monitoring and documenting performance.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
describe models and methods for operational plans
explain the role of an operational plan in achieving the organisation s objectives
explain budgeting processes
list alternative approaches to developing key performance indicators to meet business
objectives
outline the legislative and regulatory context relevant to the operational plan of the
organisation
outline the organisation s policies, practices and procedures that directly relate to the
operational plan.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent
performance of typical activities experienced in the management and leadership field of work and include
access to:
relevant legislation and regulations
workplace documentation and resources
case studies and, where possible, real situations
interaction with others.
Version Control
Version Number Date Reason for Who Approved By
revision
TAS-AT-V1-05072017 05/07/2017 New course CEO
TAS-AT-V2-04062018 04/06/2018 Contextualize Academic CEO
and Version Coordinator
Control updated
to align with
other materials
TAS-AT-V3-06092018 06/09/2018 Re-formatted Academic CEO
assessment tool Coordinator

Re-assessment of Result& Academic Appeal procedures:

If a student is not happy with his/ her results, that student may appeal against their grade via a written letter,
clearly stating the grounds of appeal to the Director of Studies. This should be submitted after completion of the
subject and within fourteen days of commencement of the new term.
Reassessment Process:
An appeal in writing is made to the Director of Studies providing reasons for re-assessment
/appeal.
Director of Studies will delegate another faculty member to review the assessment.
The student will be advised of the review result done by another assessor.
If the student is still not satisfied and further challenges the decision, then a review panel is formed
comprising the lecturer/trainer in charge and the Director of Studies OR if need be an external assessor.
The Institute will advise the student within 14 days from the submission date of the appeal. The decision
of the panel will be deemed to be final.
If the student is still not satisfied with the result, the he / she has the right to seek independent advice or
follow external mediation option with nominated mediation agency.
Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that
subject.
The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based
on principles of assessment. These principles require assessment to be reliable, fair, practical and valid.
Academic Appeals
If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through
academic appeals handling protocol.
To appeal a decision, the person is required to complete the TasCollege- Request for Appeal of a Decision
form with all other supporting documents, if any. This form is available via our website. The completed
Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or
electronically via the following contact details:
Student Support Officer, International College of Tasmania (TasCollege), Level 1, 242 Liverpool Street,
Hobart TAS 7000, Email: complaintsandappeals@tascollege.edu.au
The notice of appeal should be in writing addressed to the Director of Studies and submitted within seven
days of notification of the outcome of the re-evaluation process.
If the appeal is not lodged in the specified time, the result will stand, and you must re-enrol in the unit.
In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical
certificate in support of a deferred appeal. The notice of appeal must be made within three working days
of the concluding date shown on the medical certificate.
The decision of Director of Studies will be final.
Student would then have the right to pursue the claim through an independent external body as detailed
in the students’ complaint / grievance policy.
Reasonable adjustments
TasCollege enables reasonable adjustments to be made to assessment procedures for students with special needs,
such as people with disabilities or with language or literacy difficulties. Assessing knowledge is usually assessed
through written or oral, short‑answer tests where assessors seek to determine the extent of the student’s
knowledge. However, you may need to do the following for a student with disability:
• Ask questions orally instead of in a written format

• Provide equipment such as text enlargers, image enhancers, and voice recorders.
• Give the student more time to complete the assessment;
• Allocate a different time for completion of the assessment;
• Offer a separate, quiet room.
• Modifying or providing equipment
• Adapting delivery strategies
• Ensuring that course activities are sufficiently flexible
• Providing additional support to student where necessary
• Customizing resources and activities within the training package or accredited course
• Monitoring the adjustments to ensure student needs continue to be met
“I understand all the above rules and guidelines for the assessment”.
Full Name Signature Date (dd/mm/yyyy)

ASSESSMENT COVERSHEET
Assessor need to complete this form as this will be used to record student final result. All submission
including all checklists are to be attached with this sheet before storing it in student file. No student result
will be uploaded in Student Database until and unless all paperwork related to unit is complete.
Student Name: Student ID:

Unit Code &
BSBMGT517 – Manage Operational Plan
Title
Subsequent
First Submission □ submission
□
Result
Attach following documents to this S=Satisfactory
sheet. NYS = Not yet satisfactory
NA= Not applicable
Assessment 1 Case Study S NYS NA

Assessment 2 Written Question / Answers S NYS NA
Assessment 3 Role-play S NYS NA
Final Result □ Competent □ Not Yet Competent
The Evidence provided is:
□ Valid □ Sufficient □ Authentic □ Current
Student Declaration:
I am aware of TasCollege policy on plagiarism as stated in the TasCollege Student Handbook. This
assignment does not breach those requirements nor has it been previously submitted for assessment
contributing to any other subject or course. The ideas and information that are not mine have been
referenced accordingly.
Student’s Signature: Date:_______/_______/_______

Feedback to Student:
Assessor Declaration: I declare that I Signature:

have conducted the assessment with
this student and have provided
appropriate feedback. Date:_____/______/_____
Administration use only
Data Entered by Date Initials

Information for Students
Prior to Assessment
Your Trainer/Assessor will advise you of your rights before and after assessments, including the right to appeal.
Your Trainer/Assessor will provide you with all relevant information relating to the assessments prior to
commencement, and of the appeals procedure that can be utilised if you wish to appeal against the
assessment outcome or make a complaint.
Results
You will be informed of the outcome of your assessment as soon as possible from the date the assessment
was submitted. Prompt feedback will be offered to you on the outcome of the assessment. Feedback will be
delivered in written and where possible, verbal form to you.
AQF Specifications for Assessments
This assessment is set in accordance with the criteria for AQF Level 5. Diploma qualifications must be designed
and accredited to enable graduates to demonstrate the learning outcomes expressed as knowledge, skills and
the application of knowledge and skills specified in the level 5 criteria and the Diploma descriptor.
Diploma descriptor
Summary
Graduates at this level will have specialised knowledge and skills for skilled/paraprofessional work and/or
further learning.
Knowledge
Graduates at this level will have technical and theoretical knowledge in a specific area or a broad field of work
and learning.
Skills
Graduates at this level will have a broad range of cognitive, technical and communication skills to select and
apply methods and technologies to:
analyse information to complete a range of activities
provide and transmit solutions to sometimes complex problems
transmit information and skills to others
Application of knowledge and skills
Graduates at this level will apply knowledge and skills:
To demonstrate autonomy, judgement and defined responsibility in known or changing

contexts and within broad but established parameters.

ACSF Specifications and Foundation Skills
The term ‘Foundation Skills’ is currently used to include the core skills defined in the Australian Core Skills
Framework (ACSF) as well as the employability skills identified by employers as critical for effective
performance in the workplace. The core skills of the ACSF include reading, writing, oral communication,
numeracy and learning.
Foundation skills encompass the core skills of reading, writing, oral communication, numeracy and learning
as described by the Australian Core Skills Framework (ACSF), and the Employability Skills/Core Skills for
Work. They exist on a continuum from very basic skills to highly-developed and specialist skills. The
foundation skills have been addressed in this assessment.
Assessment Process
To demonstrate competence in this unit, you must undertake all tasks in this assessment booklet and
complete them satisfactorily and in addition, also satisfactorily complete the practical assessment, including
demonstrating communication skills during the practical activities. If you do not answer some questions or
perform some tasks satisfactorily and therefore are deemed to be ‘Not Competent’, you may be asked
supplementary questions or given alternative activities to determine competence, which will be
documented in your student file. After you have demonstrated consistency in performance you will be
awarded this unit.
As part of the assessment process, you must abide by any relevant assessment policies as provided to you. If
you feel you are not yet ready to be assessed or this assessment is unfair, please discuss with your assessor
all options that are available to you to enable you to complete the assessment.
Submitting Assessments
You should submit assessment tasks with the provided cover sheet.
Assessments should be submitted on or before their due date. Extensions for individual assessment tasks
may be negotiated in specific circumstances. Consultation on this must occur prior to the due date and
extensions due to illness will require a medical certificate. Extensions must be confirmed by the
Trainer/Assessor in writing.
Plagiarism and Referencing
All students are reminded that plagiarism will not be tolerated. Information, ideas etc. quoted or
paraphrased from another source, must be acknowledged with “quotation marks” around the relevant
words/sentences or ideas and cited at the end of the document. Sources of information, ideas etc. must be
provided in alphabetical order by author’s surname (including author’s full name, name of document/
book/internet etc. and year and place of publishing) or may be included in brackets in the text.

Assessment Outcomes
There are two (2) outcomes of assessments: Satisfactory and Not Yet Satisfactory (requires more training
and experience).
You will be awarded a ‘Competent’ grade on completion of the unit when the trainer/assessor is satisfied
that you have completed all assessments and have provided the appropriate evidence required to meet all
criteria. If you fail to meet this requirement you will receive the result of Not Competent and will be eligible
to be re-assessed.
Re-assessment
Students will be allowed two (2) further attempts at an assessment for which the outcome is Not
Satisfactory, within the timeframe of a course (unit of competency) and in this time they can request a
coaching session as required. No additional fees will be charged.
Students who require re-assessment beyond the delivery timeframe of a unit or due date of an assessment,
unless it is due to medical reasons, will be given the opportunity to request additional time to resubmit and
in this time, they can also request a coaching session as required. After that students may be charged a re-
assessment fee.
Reasonable Adjustment
RTOs and trainer/assessors are obliged by law to make reasonable adjustment to ensure maximum
participation of students with disability in teaching, learning and assessment activities. This includes:
ensuring that course activities are sufficiently flexible;

providing additional support where necessary; and
offering a reasonable substitute within the context of the course where a student cannot participate
Reasonable adjustment is defined in section 4 (1) of the Employment and the Disability Discrimination Act as
‘an adjustment to be made by a person is a reasonable adjustment unless making the adjustment would
impose an unjustifiable hardship on the person’.
Reasonable adjustment as it applies to participation in learning and assessment activities may include:
customising resources or activities within a training package or accredited course;

modifying a presentation medium;
providing additional support;
providing assistive or adaptive technologies;
making additional information accessible both before enrolment and during the course; and
monitoring these adjustments to ensure that the student’s needs continue to be met

Reasonable Adjustment Methods (examples)
Category Possible issue Possible Strategies
• Verbal assessment
• Speaking • Presentations
LLN • Reading
• Demonstration of a skill
• Writing • Use of diagrams
• Confidence • Use of support documents such as word lists
• Culturally appropriate training
• Knowledge and
• Explore understanding of concepts and practical
understanding
application through oral assessment
• Flexibility
Indigenous • Flexible delivery & using group rather than
• Services
individual assessments
• Inappropriate
• Assessment through completion of practical tasks
training and
in the field after demonstration of skills and
assessment
knowledge.
• Discuss with the student and supervisor 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
• Speaking
Non-English- • Use short sentences that do not contain large
• Reading
Speaking amounts of information and clarify information by
• Writing
Background rephrasing, confirm understanding
• Cultural background
• Read any printed information to the student
• Confidence
• Use graphics, pictures and colour coding instead
of, or to support, text
• Offer to write down, or have someone else write,
oral responses given by the candidate
• Ensure that the time available to complete the
assessment, takes account of the student’s needs
• Educational • Make sure font size is not too small
Age background • Assessor should refer to the student’s experience
• Age of the assessor • Ensure that the time available to complete the
• Limited study skills assessment takes account of the student’s needs
• Reading • Discuss with the student their previous learning
• Writing experience
Educational • Numeracy • Ensure learning and assessment methods meet
background • Limited study skills the learner’s individual need
and /or learning
strategies
• Speaking • Identify the Issues
• Reading • Create a climate of support & ensure access
Disability • Writing • Appropriately structured assessment
• Numeracy • Using other’s expertise
• Learning Strategies

An individual’s access to the assessment process should not be adversely affected by restrictions placed on
the location or context of assessment beyond the requirements specified in the training package.
Reasonable adjustments can be made to ensure equity in assessment for people with disabilities.
Adjustments include any changes to the assessment process or context that meet the individual needs of the
person with a disability, but do not change competency outcomes.
When assessing people with disabilities, trainer/assessors are encouraged to apply good practice assessment
methods with sensitivity and flexibility.
The assessment process must:
Provide for valid, reliable, flexible and fair assessment

Provide for judgement to be made on the basis of sufficient evidence
Offer valid, authentic and current evidence
Access and Equity
Please speak to your trainer/assessor if you require assistance with any access and equity concerns you may
have.
Recognition of Prior Learning
If you can demonstrate that you have the skills and knowledge within this unit, you should speak to your
trainer/assessor about this and apply for recognition of prior learning.
Assessments
There are three (3) forms of assessment or evidence gathering methods for this unit of competency.
Students are required to complete them all. Your assessor will advise when assessments are due.
Students may use various sources of information including: text books, learning workbooks, other
documents and the internet and they must list the sources of the information.
Case Study, Role-play and Written Report
Written Question and Answers
Role-play

Instruction for Student:
Whilst researching and writing your project it is important to:
Read the Assessment description carefully

Assessment should be in a Word format
All work is to be entirely of the Student. General Information for this assessment:
Read the instructions for each question very carefully.
Be sure to PRINT your FULL name & LAST name in every place that is provided.
For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The
student must attach its own work formatted in double space, Arial 12 pts.
All activities must be addressed correctly in order to obtain a competence for the unit of competency.
If the Student doesn’t understand the assessment, they can request help from the assessor to
interpret the assessment.
Submit this document along with your assessment

Assessment 1 – Case Study
Student name
Student ID
Submission Details of Assessment
The assessment task is due on the date specified by your assessor. Any variations to this arrangement must
be approved in writing by your assessor.
Submit this document with any required evidence attached. See instructions below
for details.
Purpose of the Assessment
You will demonstrate skills and knowledge required to develop operational plans in consultation with key
stakeholders
Task
XYZ Company has decided to relocate their 50 seat call centre to regional Tasmania.
You, as the Call Centre Manager, have been given the responsibility for developing an operational plan for
the call centre including resources requirements, key performance indicators, monitoring processes and risk
management.
You will also need to develop and implement strategies to achieve the plan including staff recruitment,
procurement and monitoring performance.
Key information:
The call centre has a capacity for 50 seats.

The call centre operates 24 hours, seven days per week. It is envisaged that staff will work in three
shifts:
o Day shift: 7am to 3pm
o Afternoon shift: 3pm to 11pm
o Night shift: 11pm to 7am
15 staff from the Hobart call centre have agreed to relocate to the new call centre.
The call centre must be fully operational in exactly twelve weeks from today.
You have a budget of $5,200,000.00.

Instructions
You will need to access the following XYZ Company plans, policies, and procedures:
Business plan
Organisational charts
Purchasing resource acquisition policy
Purchasing resource acquisition procedures
Information management policy
Information management procedures
Recruitment policy
This Project has been split into nine separate tasks. Please complete each task in the order they appear.
Task One
Before you can develop the operational plan, you will need to consult with the relevant managers at XYZ
Company.
Develop a consultation plan that lists the names of the XYZ Company personnel that you would consult with,
explain why you would consult with them and for each one, list five questions you would ask them.
Task Two
Review the key information provided in the task overview, and write a report including the following:
a) Develop a list of physical (e.g. equipment) and human resources required to operate the call centre.
b) Write a proposal for the procurement of the physical resources on your list that includes why each is
needed, where it will be sourced from, cost and date needed. You will need to undertake internet
research to complete this task. Please ensure that all equipment and other physical resources
comply with XYZ Company’ focus on sustainability.
c) Develop at least three Key Performance Indicators (KPIs) that you will use to measure the overall
performance of the call centre using the SMART method.
d) Develop a process to monitor the progress and achievement of the KPIs. This may be done in the
form of an action plan.
e) Develop a system to ensure security and confidentiality of all performance records (such as profit &
loss statements and action plans).
Task Three
Conduct a risk analysis of at least three risks to the success of the call centre using the risk assessment matrix
in you learner workbook. For each identified risk, you must develop a contingency plan to minimise the
likelihood or consequences of the risk occurring.

Task Four
Review the key information provided in the task overview and using the information you provided in the
previous tasks and other information as required, develop an operational plan for the new call centre to be
fully operational in three months.
You will need to research on the internet for a suitable template.
Your operational plan must include:
XYZ Company mission

XYZ Company objectives
XYZ Company Call Centre strategy
Action Plan for key deliverables
Key Performance Indicators
Budget
Risk Management
Outcome
Approvals
Task Five
Arrange a time with your assessor to present your plan during class time before commencing the next task.
You will need to explain and justify each part of your plan, seek their approval and agree on any changes
required.
You must also outline the legislative and regulatory context of your plan, and XYZ Company policies and
procedures that are relevant to the implementation of the plan, including but not limited to health and
safety.
You must ensure you communicate with your assessor in an appropriate business manner, as if you were
addressing a senior manager at XYZ Company.
Your meeting is expected to take approximately 15 minutes.
Your assessor will complete Observation Checklist I at the end of your presentation. Please ensure you
review the Observation Checklist before you commence your presentation so that you are fully prepared
and know exactly what is expected of you.
Please submit the completed Observation checklist I as evidence of this task.
Task Six
Review the key information provided in the task overview and develop a recruitment and development
strategy to meet the requirements of the call centre. Your strategy must comply with the XYZ Company
recruitment policy and must include:
Number of staff to be recruited

Full time or part time, shift work
Start date

Skills required
How you will source candidates
How you will protect XYZ Company’ intellectual property during the recruitment and selection
process
Initial training to be provided
Ongoing coaching and mentoring plan
Risk management and contingency plan
Task Seven
Your proposal for the procurement of physical resources (Task 2b) has been accepted. You are now required
to develop a strategy to acquire the resources in the required time frame.
You are to present your strategy as an action plan.
Task Eight
Using the KPIs you developed in Task Two (c), develop a monitoring process for the implementation of the
detailed operational plan.
The monitoring process should include the following:
A breakdown of the overall plan into tasks

Time lines and responsibilities assigned for each task
A budget allocation to appropriate tasks
Task Nine
At the end of Week 9, the following things have occurred:
Only 17 new staff have been recruited as response to the ads in the local paper has been poor
A local agency can provide temporary staff until all roles have been permanently filled but this will
add 20% to the overall salary budget
The company you ordered the operator headsets from can no longer meet the deadline and the only
other supplier who can meet your requirements is 35% more expensive.
Use the monitoring process you developed in Task Eight to prepare a review of the operational plan’s
progress to date. This report should cover the following items:
Analysis and interpretation of budgeted and actual financial information

Areas of under-performance
Solutions and actions to be taken
Recommendations for any variations to the operational plan
Procedure for approval of any variations

Submission for this task
1. A consultation plan.
2. A short report for Task 2.
3. Risk assessment Matrix and a contingency plan
4. Operational plan.
5. Presentation on operational plan
6. Recruitment & development strategy
7. Strategy to acquire resources
8. Monitoring process for the implementation of the detailed operational plan
9. A short report for Task 9

Appendix 1 – Business Plan of XYZ Company
Business Plan summary

Business name
XYZ
Business structure
Company
ABN: 55 555 555 555
ACN: 555 5555 5555
Business location
Hobart, Tasmania, Australia
Date established
2015
Business owner/s
Mark Greg
Sam Nathan
Natalie Gregor
Relevant owner experience

Mark, Sam and Natalie have over 25 years combined experience in telecommunications marketing and
product business. Since starting XYZ in 2015, they have successfully grown the business from a single
telecentre to over 20 telecentres plus 15 online retail stores nationally.
Products/services
XYZ telecentres specialise in a range of exclusive services ranging from order taking services to main
receiving services including market surveys. The business provides its customers with high quality and
innovative products and services. Wherever possible we provide our customers with a ‘green’ solution and
service. We employ sustainable business practices.
Market
Target market
XYZ customers include anyone seeking innovative, high quality exclusive service. Customers seeking a ‘green’
solution to their needs are especially welcome.

Marketing strategy
XYZ employs a range of marketing tools including:
magazine (electronic and print) presence

an instore/online catalogue
a corporate website with e-commerce function
direct marketing to our existing customer base
a loyalty reward program
Future
XYZ is committed to:
providing high quality and innovative products and services to customers

meeting the changing needs of customers
offering innovative product solutions including database creation and capture services
delivering speedy and personalised service
employing professional and enthusiastic staff
providing clean and ‘green’ products and services
adopting sustainable work practices
undertaking continuous improvement processes.
XYZ is known for its enthusiastic and inclusive culture. XYZ seeks to maintain professional and well-
supported staff.
Goals/objectives
In 2018–2023 XYZ will consolidate its position in the market as a lead telecentre for green and sustainable
solutions for high quality exclusive products/services.
To do this, XYZ will focus on the following business goals:
Financial stability:
o Increase revenue by 15% (compared to the previous 12 months) by the end of the financial
year
o Maintain annual profit levels of 15% of revenue for all products and services, calculated at
the end of each financial year
o Reinvest 75% of profit back into the business at the end of each financial year
Market position:
o Maintain the number one rating in the annual national industry customer service awards
o Launch new high quality exclusive consumer services to meet customer demand, ahead of
competitors, within budget and by the agreed deadlines
Right people:
o Provide induction training at the commencement of employment to train new employees to
be knowledgeable, helpful and enthusiastic
o Provide the financial, physical, human and time resources to support an annual professional

development program for all XYZ employees.
Finances
2018-19 2019-20 2020-21 2021-22 2022-23
Income 150,000,000 172,500,000 198,375,000 228,131,250 262,350,937
Expenditure 127,500,000 146,725,000 168,618,750 193,875,000 222,998,297
Profit 22,500,000 25,775,000 29,756,250 34,258,250 39,352,640
Reinvest 16,875,000 19,331,250 22,317,188 25,692,188 29,514,480
Organisation chart
See XYZ intranet for the latest organisational chart.
Key personnel
Job title Name Skills
Chief Executive Officer Mike Smith 15 years' financial experience in IT industry Qualified
engineer
Postgrad. in business law
MBA
Managing Director Financial Jone Williams 20 years' accountancy experience Qualified CPA
operations
Member of the National Institute of Accountants
Managing Director Business Mary Johns 15 years' experience in a range of telecom and IT
operations businesses
Bachelor of Science
Postgrad. in IT services management Postgrad. in
business law
Managing Director Human Marvin Munroy 10 years' experience in recruitment and general HR
resources
Bachelor of Management Graduate diploma of
psychology
Member of the Australian Human Resources Institute

Products/services
Market position
XYZ offers quality, high-end, innovative and exclusive inbound, outbound, bilingual and virtual call centre
services. We provide a quality service to our customers, focusing on ‘green’ solutions. We believe in
extensive networking to ensure we have the latest high-end consumer services available for our customers.
Unique selling position
Our distribution of telecentres across Australia allows us to provide the personal level of service customers
expect with exclusive services. Our customer service is knowledgeable and friendly. We reward our
customers for their loyalty.
Anticipated demand
A large number of customers (domestic small and medium businesses) purchase our lower priced services,
valued at $500–750. We offer exclusive premium services to our large corporate clients who would spend
approximately $10,000–15,000 every month.
Pricing strategy
XYZ applies standard industry mark-ups for lower priced services. Our high-end services are often unique in
the market and are priced accordingly, based on our costs and understanding of the market.
Value to customer
XYZ individual customers view us as a destination for quality services with a ‘green’ bias. Our corporate
clients trust us to provide high quality products/services that will perform above expectation and impress
their clients. Our VIP customers are discerning and rely on us to keep them up to date with the latest in
exclusive telecentre services.
Growth potential
XYZ is aiming for 15 per cent growth in revenue per annum. This growth will come in part from technology
improvements and innovation resulting in better sustainable services. Growth will also occur naturally as the
businesses in Australia continue to increase and accumulate more wealth.
Insurance
XYZ holds current workers compensation and public liability, product liability, business asset and business
revenue insurance. The company accountant holds all details.
Risk management
See XYZ intranet for the current risk-management procedure.
Legal considerations
The following list is current at time of publication and is not exhaustive. Key provisions of relevant legislation
from all forms of government, standards and codes of practice such include those related to:
Anti-discrimination legislation
Telecommunications Act 1997

AS 5037:2005 Knowledge Management –- a guide

AS/NZS ISO 31000:2009 Risk Management
Australian Accounting and Auditing Standards
Australian Securities and Investments Commission (ASIC) requirements
Australian Taxation Office regulations
Certified and workplace agreements
Codes of practice
Company law
Contract law
Copyright
Corporations law
Duty of care
Employee contracts
Enterprise agreements
Environmental issues
Environmental or sustainability legislation, regulations and codes of practice applicable to
industry and organisation
Ethical principles
Federal and state/territory awards/use of Wageline
Financial legislation
Freedom of information legislation
Fringe benefits tax (FBT)
Pay as you go (PAYG) tax
Payroll tax
Privacy laws and confidentiality
Superannuation Guarantee (Administration) Act and superannuation regulations
Unlawful dismissal rules and due process
Work, health and safety legislation, regulations and codes of practice.
Operations
See XYZ intranet for the current organisation operational plan.

XYZ Company Organisation Chart
Board Of Directors
Chief Executive Officer
Mike Smith
Managing Director Managing Director Managing Director
Financial Operations Business Operations Human Resources
Jone Williams Mary Johns Marvin Munroy
Business Operations Human Resources
Company Accountant Finance Manager Finance Team Leader
Manager Manager
Paul Simpson Anita Joe Sue Thompson
Brad Nicol Lina Davis
Telecom / IT Manager HR Admin HR Specialist
Payroll Team Accounts Team Project Manager
Gina Pett Team Advisors
Telecentre
Project Team
Coordinators
Appendix 2 - Purchase resource acquisition policy

Purpose
The goal of this policy is to ensure that products and services purchased by or contracted for XYZ Company
conform to the organisation’s needs and comply with the XYZ Sustainability environmental policy.
XYZ will strive, where feasible, to use the most efficient, effective and environmentally responsible
purchasing process that meets the organisation’s needs.
The emphasis on purchasing environmentally friendly products is part of the organisation’s clear
commitment to its customers, employees, and natural environment. There was a hope that by having an
environmentally sustainable purchasing policy, other producers and suppliers will also be encouraged to
support and adopt environmentally preferable products and practices.
Scope
This policy applies to the procurement of all goods, services, equipment and related services undertaken
by XYZ irrespective of the nominated settlement method. Settlement methods include purchasing and
contracting activities.
Policy statement
XYZ will maximise the benefits that can be delivered through effective, efficient and environmentally
responsible procurement of all goods and services. The organization endeavours to carry out all
purchasing activities in a manner that is ethical, honest and fair to all stakeholders.
Principles
The organisation will:
endeavour to always get value for money

be held accountable for all procurement results
ensure the decision-making process is transparent and documented
ensure that all staff involved in the purchasing process possess and demonstrate at all times highly
developed professional ethics and standards of personal integrity
comply with all aspects of Australian laws and regulations that pertain to purchasing goods and
services
integrate the practice of sustainability (wherever possible) into the acquisition of goods and
services by, where possible, prioritising products that

o contain the highest percentage of postconsumer recycled content possible

o are made with renewable energy
o are reusable, recyclable or bio-based/compostable
o have minimal packaging
o serve several functions (e.g. generic cleaning detergents)
o have minimal effect on the depletion of natural resources and biodiversity
o are provided by suppliers and contractors who, themselves conduct their businesses in an
environmentally friendly way.
All XYZ staff who are responsible for purchasing decisions will undergo training to ensure they understand the
requirements of this policy.
Noncompliance with the terms of this policy may lead to disciplinary action.
Authorised purchasing officers
Purchasing delegations are as follows:
Position Purchase delegation limit
Senior management officers Up to $5,000.00

Managing directors $5,000.00 to $10,000
Chief Executive Officer Unlimited
Associated policies and procedures
Refer to the procedures section of the intranet for the following:
Purchasing resource acquisition procedures

Sustainability environmental policy

Appendix 3
Introduction
This procedure outlines the purchasing actions taken for:
Purchasing all inventory, supplies and capital equipment

Completing related procurement documents.
Vendor selection
Vendor selection for all purchased items will be in accordance with the XYZ Purchasing resource acquisition policy.
Purchasing responsibilities
The Business Operations Manager is responsible for ensuring that the requirements of the XYZ purchasing policy are
adhered to. This includes maintaining appropriate procurement methods, placing orders with approved suppliers and
forwarding all paperwork to the Finance Manager for payment.
Online purchases
Online purchases should use preferred suppliers wherever possible. Where this is not possible, new suppliers must be
evaluated using the XYZ Online supplier procedures.
Process
1. Purchase requisition preparation involves the following:
All XYZ employees who require a product or service must complete a XYZ purchase order requisition form that
details the items for purchase and the date required.
All completed purchase order requisition forms are to be approved by an authorized delegate.
2. On receipt of a completed purchase order requisition form, the purchasing officer will: review the purchase
Double-check the calculations for accuracy
Verify that the signature(s) of approval are authorised officials
Review that the other boxes of the form are complete
If the purchase order requisition form is not accurate or complete, return it to the relevant person for
amendment
If the purchase order requisition form is accurate and complete, forward a copy of the form to the accounting
department and generate an order
Send the order to the vendor

Receive the goods when delivered

Forward the invoice to the Finance Manager

Appendix 4 - XYZ Company Recruitment Policy

XYZ Company is committed to selecting and recruiting competent, capable and suitably qualified staff. We’ve
adopted recruitment and selection strategies that help us meet our commitment to making quality staff
appointments.
XYZ has an experienced human resources team, which includes a HR management team and HR
administration staff. The HR team is guided by area recruitment strategies and procedures.
All new applicants must meet the following minimum criteria. They must:
possess suitable qualifications and experience

pass job-specific interview questions
undertake approved reference checks
pass specified assessment testing
attend and complete any training course, induction and assessment as prescribed by XYZ prior to or
on commencement of their employment.
XYZ is committed to:
recruiting the best potential people for the job

ensuring employees are treated with equality, dignity and respect
complying with any legislative or regulatory requirements in terms of selecting and recruiting staff
defining the competent authority to approve each selection.
All members of the HR team complete a confidentiality form to ensure all confidential information is
retained and dealt with discretion and tact.

Assessment 2 – Written Questions and Answers
Student name
Student ID
Submission Details of Assessment
The assessment task is due on the date specified by your assessor. Any variations to this arrangement must
be approved in writing by your assessor.
Assessment description
This is an open-book assessment.

You are to read each question carefully and understand them before you write answers.
You MUST answer the questions in your own words.
You have to write answers in the space provided. You can use extra sheets if your answers does not
fit in the given space. Please give proper reference of questions when using extra sheets.
You must answer all written questions satisfactorily as part of this assessment to be deemed
Satisfactory for this assessment

Q1 a. What do you mean by an operational plan?
Q1 b. List the types of information that may be included in an operational plan.

Q1 c. What is the difference between a strategic plan and an operational plan?
Q1 d. How can an operational plan assist an organisation to achieve its objectives?

Q2. Mention any two examples of situations where you would seek input from internal and/or external
specialist resource managers when developing an operational plan for an organisation.
Q3. a. Provide a list (at least two) of key performance indicators (KPIs) that can be used to measure the

Q3 a. Provide a list (at least two) of key performance indicators (KPIs) that can be used to measure the
performance of the following areas.
a. Productivity
b. Resource utilisation
c. Profitability
d. Performance of employees
e. Market share
Q3 b. List three different approaches to developing KPIs to meet business objectives.

Q4. Contingency plans require the identification of a potential risk and an assessment of that risk.
a. List any three areas of risk facing a call centre with examples.
b. Briefly mention the potential impact of those risks.

Q5. Briefly explain what disaster recovery planning means and what it involves.

Q6. Briefly explain why it is important to do the following:
a) Determine resource requirements

b) Develop and implement consultation processes
c) Develop KPIs to measure organisational performance
d) Develop contingency plans
e) Present resource acquisition proposals effectively
f) Obtain approval before implementing the operational plan

Q7. Briefly explain what standard operating procedures are and how they are used by organisations.

Q8 a. Briefly explain why budgets are prepared.

Q8 b. List the main expenditure categories that should be included in a budget.
Q9. a. Outline a process that can be followed to develop a budget.
b. Briefly explain why performance against budgets is monitored.
Q9. Identify two systems that could help you
a. monitor performance more effectively and

b. manage performance more effectively.

Q10. Provide a description of the following terms:
a. Balance scorecard reporting

b. Triple bottom line reporting

Q11. Answer the following questions about dealing with problems when managing operational plans:
a. Why do problems occur in the implementation and management of operational plans?

b. What type of problems may be encountered?
c. How can these problems be addressed?

Q 12. Explain how operational plans are developed by using the following approaches.
a. Basic strategic planning

b. Goal based planning
c. Alignment planning
d. Scenario planning


Assessment 3 – Role-play
Submission details
Student name
Student ID:
Submit this document with any required evidence attached. See specifications below for details.
Procedure
Resources required:
XYZ Company plans, policies, and procedures

Computer with internet connection and projector
Operational plan prepared by student
Instructions for students:
1. This assessment will be conducted in a TAS College classroom in a simulated work environment with
access to the resources listed above.
2. You are to arrange a time to meet with your assessor and two classmates to perform the role-play.
3. Your assessor will form you into a group with two other students.
4. You will each take turns playing the role of the Call Centre Manager and present parts of your operational
plan to the other two students who will play the roles of team leaders.
5. When playing the role of team leader, ensure you ask questions and provide feedback to the Call Centre
Manager, thereby playing an active part in the role-play.
Make sure that your performance includes the following:
a. Consultation process
b. Resource requirements
c. Risk management
d. Recruitment strategy
e. Monitoring processes
5. Your assessor will complete Observation Checklist II to record your communication and interaction skills
during each roleplay.

6. It is expected that each role play will take approximately 20 minutes.
7. You are to make sure that you have reviewed the Observation Checklist II before you commence your
presentation so that you are fully prepared and know exactly what is expected of you.
8. You must submit the completed Observation checklist II as well as role-play script or explanatory note or
presentation slides as evidence of this task.
9. At the completion of the roleplays, both the student and the assessor are required to sign and date
Observation Checklist II, verifying that they acknowledge the outcome for this assessment task and have
been provided with feedback from the assessor.
Submission details
As a team manager you need to submit your explanatory notes or presentation slides for your role-
play.
As a team leader you need to submit role-play script which should include all the questions you need
to ask to your team manager and feedback

Assessor Checklist
Assessment Task 1 – Case Study
Student’s Name Student ID.
Assessment Date/s
Outcomes
Satisfactory
Did the Student submit:
Yes No
Report that covers all tasks from 1-9
Marking criteria Please tick S

or NYS
The student’s project meets the following requirements:
Researched, analysed and documented resource requirements and developed an operational plan S NYS
Identified and extracted relevant information from a range of complex texts S NYS
Gathered, interpreted and analysed workplace documentation to determine requirements for the
S NYS
operational plan
Developed consultation processes as an integral part of the operational planning process S NYS
Ensured the operational plan includes key performance indicators to measure organisational S NYS
performance
Developed and implemented contingency plans for the operational plan S NYS
Used systematic analytical processes to aid decision making, identify potential problems and S NYS
generate contingency plans or solutions
Selected and used mathematical problem-solving strategies to organise resource requirements, S NYS
performance benchmarks and financial viability of the operational plan
Ensured the development and presentation of proposals for resource requirements was supported S NYS
by a variety of information sources and specialist advice as required
Developed and documented a range of detailed texts relating to the management of an operational S NYS
plan according to organisational requirements
Ensured the vocabulary, grammatical structures and conventions were appropriate for the context S NYS
and target audience


or NYS
Produced documents to explain the plan to relevant work teams S NYS
Developed strategies to ensure that employees are recruited within the organisation’s human S NYS
resources management policies, practices and procedures
Outlined the organisation’s policies, practices and procedures that directly relate to the operational S NYS
plan
Outlined the legislative and regulatory context relevant to the operational plan of the organisation S NYS
Appreciated the implications of legal responsibilities with specific reference to safety S NYS
Developed strategies to ensure that physical resources and services are acquired in accordance S NYS
with the organisation’s policies, practices and procedures
Recognised and incorporated requirements for intellectual property rights and responsibilities in S NYS
recruitment and acquisition of resources and services
Developed, monitored and reviewed performance systems and processes to assess progress in S NYS
achieving profit and productivity plans and targets
Sequenced and scheduled complex activities S NYS
Analysed and interpreted budget and actual financial information to monitor and review profit and S NYS
productivity performance
Identified areas of under-performance and recommended solutions to rectify the situation S NYS
Monitored adherence to organisational policies, procedures and considered own role in terms of its S NYS
contribution to broader goals of the work environment
Planned systems to ensure that mentoring and coaching are provided to support individuals and S NYS
teams to effectively, economically and safely use resources
Recommended and justified variations to operational plans S NYS
Developed and implemented systems to ensure that procedures and records associated with S NYS
documenting performance are managed in accordance with organisational requirements
Task outcome S NYS
Assessor feedback


or NYS
Assessor signature Date
Student signature Date

Assessor Checklist
Assessment Task 1 – Case Study
Assessment Date/s
Observation checklist I
Yes No
During the meeting, did student satisfactorily:
explain their operational plan?
Justify the reasons for the decisions they made?
Ask for (and take on board) your feedback?
Outline the legislative and regulatory context of the plan?

Outline the company policies and procedures that relate to the plan?
Answer your questions clearly and confidently?
Use positive and appropriate body language?

Use appropriate language and tone?
Obtain your approval and sign off of the plan?
Additional questions (if any)
Feedback to the student:
Observation outcome: □ Satisfactory □ Not Yet Satisfactory
Assessor signature and date:
Student signature and date:

Assessor Checklist
Assessment Task 2 – Written Question & Answers
Assessment Date/s
Did the student answers the following questions:
Outcome
Questions
S NYS
Q1.
a. What do you mean by an operational plan?
b. List the types of information that may be included in an operational plan.
c. What is the difference between a strategic plan and an operational plan?
d. How can an operational plan assist an organisation to achieve its objectives?
Q2. Mention any two examples of situations where you would seek input from internal
and/or external specialist resource managers when developing an operational plan for an
organisation.
Q3. A. Provide a list (at least two) of key performance indicators (KPIs) that can be used to
measure the performance of the following areas.
a. Productivity
b. Resource utilisation
c. Profitability
d. Performance of employees
e. Market share
Q3. B. List three different approaches to developing KPIs to meet business objectives.
Q4. Contingency plans require the identification of a potential risk and an assessment of that
risk.
a. List any three areas of risk facing a call centre with examples.
b. Briefly mention the potential impact of those risks.
Q5. Briefly explain what disaster recovery planning means and what it involves.
Q6. Briefly explain why it is important to do the following:
a) Determine resource requirements
b) Develop and implement consultation processes
c) Develop KPIs to measure organisational performance
d) Develop contingency plans
e) Present resource acquisition proposals effectively
f) Obtain approval before implementing the operational plan

Q7. Briefly explain what standard operating procedures are and how they are used by
organisations.
Q8.
a) Briefly explain why budgets are prepared.
b) List the main expenditure categories that should be included in a budget.
Q9.
a) Outline a process that can be followed to develop a budget.
b) Briefly explain why performance against budgets is monitored.
Q10. Identify two systems that could help you
a. monitor performance more effectively and
b. manage performance more effectively.
Q11. Provide a description of the following terms:

a) Balance scorecard reporting
b) Triple bottom line reporting
Q12. Answer the following questions about dealing with problems when managing
operational plans:
a. Why do problems occur in the implementation and management of operational
plans?
b. What type of problems may be encountered?
c. How can these problems be addressed?
Q 13. Explain how operational plans are developed by using the following approaches.
a. Basic strategic planning
b. Goal based planning
c. Alignment planning
d. Scenario planning
Task outcome S NYS
Assessor feedback
Assessor signature Date
Student signature Date

Assessor Checklist
Assessment Task 3 – Role-play
Assessment Date/s
Observation Checklist II
Yes No
During the role-play as Call Centre Manager, did student satisfactorily:
1. explain their plan?
2. justify the reasons for the decisions they made?
3. ask for (and take on board) the team leaders’ feedback?
4. answer any questions clearly and confidently?

5. use positive and appropriate body language?
6. Use appropriate language and tone?
7. Use active listening skills to ensure the team leaders understood the plan?
Yes No
During the roleplay as a Team Leader, did student satisfactorily:
8. Ask questions clearly and confidently to ensure they understood correctly?
9. Use positive and appropriate body language?
10. Use appropriate language and tone when speaking?
11. Use active listening skills?

12. Give positive and constructive feedback to the Call Centre Manager?
Feedback to the student:
Observation Outcome: □ Satisfactory □ Not Yet Satisfactory
Assessor Signature and Date:
Student Signature and Date:

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BSB51915 – June 2018

Assessment Resource Summary

Unit Details BSBMGT517 – Manage operational plan

This is a summative assessment, which need

Case Study Assessment 1

Assessment Methods Written Question / Answers Assessment 2

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ELEMENT PERFORMANCE CRITERIA

1.2 Develop and/or implement consultation processes as an integral part of the

1.5 Ensure the development and presentation of proposals for resource

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3.3 Identify areas of under-performance, recommend solutions and take prompt

3.5 Negotiate recommendations for variations to operational plans and gain

Skill Performance Description

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Listens and comprehends information from a variety of spoken

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protecting intellectual property

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Re-assessment of Result& Academic Appeal procedures:

• Ask questions orally instead of in a written format

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Full Name Signature Date (dd/mm/yyyy)

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Student Name: Student ID:

Assessment 1 Case Study S NYS NA

Student’s Signature: Date:_______/_______/_______

Assessor Declaration: I declare that I Signature:

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Information for Students

AQF Specifications for Assessments

Application of knowledge and skills

Graduates at this level will apply knowledge and skills:

To demonstrate autonomy, judgement and defined responsibility in known or changing

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ACSF Specifications and Foundation Skills

Plagiarism and Referencing

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ensuring that course activities are sufficiently flexible;

customising resources or activities within a training package or accredited course;

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Reasonable Adjustment Methods (examples)

Category Possible issue Possible Strategies

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The assessment process must:

Provide for valid, reliable, flexible and fair assessment

Access and Equity

Recognition of Prior Learning

Case Study, Role-play and Written Report

Written Question and Answers

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Instruction for Student:

Whilst researching and writing your project it is important to:

Read the Assessment description carefully

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Assessment 1 – Case Study

Submission Details of Assessment

Purpose of the Assessment

The call centre has a capacity for 50 seats.

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You will need to research on the internet for a suitable template.

Your operational plan must include:

XYZ Company mission

Student’s Signature: Date:___/_/_____