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While every effort has been taken in the preparation of this publication, the
publisher and authors assume no responsibility for errors or omissions. Neither is
any liability assumed for damages resulting from the use of information contained
herein.
CONTENTS
CONTENTS ................................................................................................................................................................. 3
INTRODUCTION .......................................................................................................................................................... 4
ASSESSMENT PLAN .................................................................................................................................................. 9
ASSESSMENT TASK COVER SHEET – ASSESSMENT TASK 1 ........................................................................... 11
ASSESSMENT TASK 1: WRITTEN QUESTIONS ..................................................................................................... 12
ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 2 ............................... Error! Bookmark not defined.
ASSESSMENT TASK 2: CASE STUDY & ROLEPLAY - DEVELOP A BUSINESS PLAN ........................................ 21
ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 3 ............................................................................. 32
ASSESSMENT TASK 3: PROJECT: BUSINESS PERFORMANCE MONITORING ................................................. 33
ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 4 ............................... Error! Bookmark not defined.
ASSESSMENT TASK 4: COACHING MEETING ...................................................................................................... 43
OVERALL UNIT – RECORD OF ASSESSMENT OUTCOMES .................................. Error! Bookmark not defined.
BSBMGT617 Develop and Implement a Business Plan Business Services Training Package
Plagiarism
While cooperative effort and the sharing of information are encouraged, you must ensure your assignments and
assessments are representative of your own effort, knowledge and skills. You must not take the work of others and
present it as your own. Plagiarism may result in the assignment/assessment being deemed to be “not yet competent” by
the assessor.
Students accused more than once of academic misconduct, including plagiarism, may be dismissed or cancelled from
their course at the discretion of the Clinton Institute Director of Studies.
Your trainer will provide you with feedback on your assessments so that you know what you have done well in your
assessment and what you need to improve upon or fix. An "NYC" result does not mean that you have failed and that is it.
You have the opportunity to try again. It could be that one question in your assessment was deemed not yet satisfactory
(NS) and this is the only question that will require review.
Assessment outcomes
Each assessment task will be given an outcome of either Satisfactory (S) or Not Yet Satisfactory (NYS). You must complete
all tasks satisfactorily to achieve an overall outcome of Competent (C) for a unit. If one or more of tasks are assessed as
not yet satisfactory, you will be given an overall outcome for the unit of Not Yet Competent (NYC).
You will be allowed up to two (2) reassessments attempts to complete the task and achieve a satisfactory outcome. You
will be given a timeframe for resubmission and advised what you must include in the resubmission.
There is an Assessment Task # - Outcome Record at the end of each discreet assessment activity. Assessors will fill this
out for each assessment activity. The summary of the outcomes will be transferred to the Overall Unit – Record of
Assessment Outcomes located on the last page of this Student Assessment Booklet.
NYC Not Yet Competent You have not met minimum competency criteria for the unit. Certain section/s require
review due to not meeting the requirements and, therefore, your work is deemed not
yet satisfactory.
Note: If you have had an initial assessment, a first reassessment and then a final
reassessment, you will no longer have an opportunity to resubmit. You will receive a
“NYC” and have to re-enrol in the unit.
NYS Not Satisfactory Individual assessment/question is not a satisfactory result for a specific assessment
activity.
Resubmission
You will be given the opportunity to resubmit a Not Yet Satisfactory (NYS) assessment task up to two (2) times. Following
the assessment outcome, you will be given appropriate feedback on previous attempt. This will enable you to have a
total of three (3) attempts.
Timeframe
You will be provided with an appropriate timeframe by your trainer to resubmit your work. For example, you may be
given 14 days to resubmit incorrect responses to written tasks or projects. Should you be required to complete a roleplay
or presentation, your assessor will make an appointment time, which suits both of you.
Records
The Assessment Task # – Outcome Record at the end of each assessment activity, includes a space to record the details
of any reattempts and resubmissions. Assessors must ensure that this is comprehensively detailed so that anybody
reviewing the assessment record can tell exactly what occurred, when it occurred, how it occurred, who was involved
and where any further evidence is located. Assessors must also make reference to ensuring that any reattempt or
resubmission has been assessed in accordance with the model responses and performance descriptors included in the
Assessor’s Marking Guide.
Assessment appeals
You have the right to appeal an assessment decision. To make an appeal about an assessment decision, you must follow
the process outlined in the Student Handbook.
Note that the Overall Unit – Record of Assessment Outcomes located on the last page of this document, contains a
section which says “Does the student wish to appeal the result? YES □ NO” □
Assessors must ensure that students tick one of these boxes.
This Student Assessment Booklet includes all your tasks for assessment of BSBMGT617 Develop and Implement a Business Plan.
Assessment Task 1: You must correctly answer all seven (7) questions to show that you understand the
Written Questions knowledge required for this unit.
Evidence Required
All completed questions.
Assessment Task 2: You must conduct research and develop a business plan. Once developed you must present
Case study & Role your business plan in a meeting (roleplay)
Play: Develop a Evidence Required
business plan
Activity 1: Review information, conduct research and answer all questions.
Activity 2: Develop a Business Plan in required template
Activity 3: Conduct a meeting and present your business plan in a roleplay.
Assessment Task 3: You must analyse performance data and write a Monitoring and Evaluation Report
Project: Business Evidence Required
performance
monitoring Monitoring and Evaluation Report in required template
Assessment Task 4: You must review system processes and procedures and provide coaching to staff, during a
Coaching meeting coaching meeting.
Evidence Required
Nothing, however your assessor will complete an observation checklist.
Assessment appeals
You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to the Clinton
Institute Student Handbook for more information about the appeals process.
The following outlines the requirements of your final assessment for this unit. You are required to satisfactorily complete
all tasks to demonstrate competency for this unit.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.
Assessment Requirements Due date
1. Written Questions
4. Coaching Meeting
Read through the assessments in this booklet before you fill out and sign the agreement
below. Make sure you sign
this before you start each assessment task.
Have you read and understood what is required of you in terms of assessment? Yes
Do you have any special needs or considerations to be made for this assessment?
No Yes
Assessor Note: If the student ticks ‘NO’ for any item except the reasonable adjustment, the assessor must not commence the
assessment activity until the matter has been resolved and records of the resolution have been entered into the Student Management
System (SMS).
If a student identifies any specific needs or considerations, assessors must provide a detailed record of how the situation was managed
in the assessment outcome record for this assessment.
Student: Please fill out this cover sheet clearly and accurately. Make sure you keep a copy of your work.
Student Name:
Student ID:
Date of submission:
Student declaration
I <Insert your name> ________________________________________ declare that these tasks are my own work.
Assessor feedback
Assessors: Please return this cover sheet to the student with assessment results and feedback. In addition, a copy must
be supplied to the office and kept on the student’s file with the evidence.
TASK SUMMARY
There are seven (7) questions to answer in this task. You must answer all questions.
You will have one (1) hour to complete this assessment
Note: Clinton Institute provides students with access to a computer and internet
Answer all seven (7) questions. You will need to submit your answers to all seven (7) questions.
INSTRUCTIONS
This is an open book test – you can use your learning materials as reference.
You need to answer all seven (7) questions correctly.
You must answer the questions by writing in the space provided.
If you need more space, you can use extra paper. Make sure you write on each extra piece of paper your name and
the question number/s you are answering.
Assessor will tick either □ Satisfactory OR □ Not yet satisfactory for each question and sub-questions.
QUESTION 1
Identify five (5) common components/ sections of a business plan.
1) Executive Summary
Common
Components of It reveals the company’s mission statement, along with a short description of its products
a Business Plan and services.
QUESTION 2
Discuss three (3) areas a business planning process may address.
1 Perception of Opportunities:
Perception of opportunities is not strictly a part of the planning process. But this awareness of
opportunities in the external environment as well as within the organisation is the real starting point
for planning. It is important to take a preliminary look at possible future opportunities and see them
clearly and completely.
□ Satisfactory OR □ Not yet satisfactory
2 Documentation of business:
Investors want to make sure that business is going to make them money. Because of this
expectation, investors want to know everything about business. To help with this process,
document everything like expenses, cash flow and industry projections.
1) Investors:
Owners, bank or investment company
□ Satisfactory OR □ Not yet satisfactory
2) Business people
In companies working cross-culturally in your business or industry
QUESTION 6
Describe three (3) performance measures that could be used to measure customer satisfaction.
QUESTION 7
1)
Sales KPIs
Number of New Contracts Signed Per Period
Dollar Value for New Contracts Signed Per Period
Number of Engaged Qualified Leads in Sales Funnel
Hours of Resources Spent on Sales Follow Up
Average Time for Conversion
Net Sales – Dollar or Percentage Growth
□ Satisfactory OR □ Not yet satisfactory
2)
Financial KPIs
Growth in Revenue
Net Profit Margin
Gross Profit Margin
Operational Cash Flow
Current Accounts Receivables
Inventory Turnover
□ Satisfactory OR □ Not yet satisfactory
3)
Customer KPIs
Number of Customers Retained
Percentage of Market Share
Net Promotor Score
Average Ticket/Support Resolution Time
□ Satisfactory OR □ Not yet satisfactory
Outcome for Question 7: □ Satisfactory OR □ Not yet satisfactory
Assessors are required to provide feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed Assessment Task Cover Sheet. Please also transfer the attempt results and dates
to the Overall Unit - Record of assessment outcome sheet on the last page of this Student Assessment Booklet
Please note any reasonable adjustments for this task below.
Trainer/assessor name
Trainer/assessor signature
Student: Please fill out this cover sheet clearly and accurately. Make sure you keep a copy of your work.
Student Name:
Student ID:
Date of submission:
Student declaration
I <Insert your name> ________________________________________ declare that these tasks are my own work.
Assessor feedback
Assessors: Please return this cover sheet to the student with assessment results and feedback. In addition, a copy must be
supplied to the office and kept on the student’s file with the evidence.
TASK SUMMARY
For this assessment task you are required to conduct research to develop and present a business plan for Ozhouse Clean.
You will have a total of ten (10) hours to complete this assessment
Note: Clinton Institute provides students with access to all of the above.
Develop a Business Plan in the required template Develop a Ozhouse Clean Business plan
Facilitate a meeting where you present your Business Plan Nothing, however your assessor will complete an observation
to attendees. checklist.
INSTRUCTIONS TO STUDENT
Read the background information and review the following:
1. BSBMGT617 Handout (a) – Business Plan Template
2. BSBMGT617 Handout (b) – Cleaning services award
Business Vision Ozhouse are constantly working to establish ourselves as the most respected and
sought-after contract cleaning and facilities support service in Melbourne. Also, to
provide the customer with all residential cleaning services in an environmentally
sound, completely trustworthy, and professional manner. We exist to attract and
maintain customers.
□ Satisfactory OR □ Not yet satisfactory
Business Mission
Innovation:
Question 3
Research and establish profile of customer needs. list below a minimum of two (2)
Question 6
As Operations Manager of Ozhouse Clean, identify below two (2) legislation or regulation requirements applicable to
Ozhouse Clean and yourself, with you will need to comply with and provide two (2) examples for each, of how Ozhouse
Clean will comply with each.
Legislation/ Regulation How will Ozhouse Clean comply with is legislation/ regulation
Activity 2
Develop the business plan.
Using your research findings and the scenario information, develop the business plan using the BSBMGT617 Handout (a)
business plan template.
Your business Plan include each of the following:
Your business plan must be written in clear and concise English, be grammatically correct and free from errors. Submit
your completed business plan to your assessor.
Activity 3
Present business plan at Management Meeting (Roleplay)
For this task, you are required to participate in a business plan presentation meeting with your assessor and classmates
(playing various roles) to discuss the business plan you have developed.
Your assessor will advise you of the date and time of this meeting.
Your assessor will play the role of one of the company Directors and ask other students (not being assessed during this
simulated meeting), to play various roles.
Following the meeting, incorporate any changes identified at the meeting, following feedback received into the business
plan and submit the final plan to your assessor.
BUSINESS PLAN MEETING
Roleplay Observation Checklist
Date of meeting:
Potential Client:
Assessors are required to provide feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed Assessment Task Cover Sheet. Please also transfer the attempt results and dates
to the Overall Unit - Record of assessment outcome sheet on the last page of this Student Assessment Booklet
Please note any reasonable adjustments for this task below.
Trainer/assessor name
Trainer/assessor signature
Student: Please fill out this cover sheet clearly and accurately. Make sure you keep a copy of your work.
Student Name:
Student ID:
Date of submission:
Student declaration
I <Insert your name> ________________________________________ declare that these tasks are my own work.
ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
In addition, a copy must be supplied to the office and kept in the student’s file with the evidence.
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
TASK SUMMARY
This assessment task requires you to monitor and evaluate the performance of the business, review performance
indicators and evaluate the strengths and weaknesses of the business plan. You will be required to provide a report on
your analysis in the required template.
Note: Clinton Institute provides students with access to a computer and internet
Assume that the performance indicators identified in the business plan are as follows:
A 20% increase in total sales revenue.
A gross profit margin of 20%.
Reduction of 50% in debtor days
10 new commercial customers in the first year of the business plan.
Reduction of 10% of workforce turnover based on employing two full-time permanent cleaners, as well as
increasing wages to above award.
Social media engagement to have 500 followers
50% of cleaning products used to be eco-friendly
Implementation of Code of Practice, to be adopted by all staff
97% customer satisfaction and quality of service
Introduction to triple bottom-line reporting
Data provided by the accountant for this financial year show the following figures:
- Total sales revenue - $450,000
- Total cost of sales - $320,000
- Debtor days - 30
- 15 new commercial customers
The Administration Manager has advised you that at least 10 of the previous residential customers no longer use the
company’s services, so while sales revenue has increased, the sales revenue attributable to residential sales has
declined.
In addition, follow up emails to the customers who no longer used the services indicated the following responses to the
question asked about why they no longer use the services:
o Moved interstate – 1
o Dissatisfied with the quality of cleaning services provided
o (not enough attention to detail, cleaner finishing earlier than time paid for) – 5
o Moved to a competitor as better service and price offered – 4
Regarding staff, two of the current contract cleaners have been appointed as fulltime, permanent employees.
Wages have been increased to above award for all contract cleaners. Of the 15 contract cleaners contracted at the
start of the year, 4 have left and were not needed to be replaced due to the two (2) F-T staff appointed.
Ozhouse clean has started a Facebook page, which currently has 820 followers.
Alternative eco-friendly products have not been source at an affordable price point. Further investigation need to be
conducted in this area. To date only the surface spray has been adopted, equalling 15% of total products used.
Code of Practice was implemented and has been adopted by all staff.
Triple bottom line reporting was not formally being adopted in reports, however the required data on: Finance, Staff &
Sustainability practices is being collected.
Your report must be in the provided template and written in clear and concise language suitable for the audience
(your assessor), is grammatically correct and error free. Submit the report to your assessor.
Date of Report
Section 1
Overview of Business Performance
Chart outlining
Business
Performance
Business Performance
1.2
Previous year v’s
This year 1
0.8
0.6
0.4
0.2
0
Total Sales Revenue Total cost of sales Debtor days Current Clients
or
FINANCIAL PERFORMANCE
Increase Sales
Profit Margin
Reduce debtor
days
New Commercial
Clients
Workforce
turnover
Social Media
Engagement
(Community
awareness)
Eco-friendly
products
Code of Practice
Customer
Satisfaction and
quality of service
Recommendations
based on survey
outcomes
List a minimum of
two (2)
Section 4
Strength and Weaknesses of Business Plan
Strengths of the
Business Plan
List a minimum of
four (4)
Weaknesses of the
Business Plan
List a minimum of
four (4)
List a minimum of
two (2)
Product Failures
List a minimum of
two (2)
Section 5
Recommendations for the coming 12 months and variations to Business Plan
Recommendations
for the coming 12
months
List a minimum of
four (4)
Variation to the
business plan
List a minimum of
four (4)
Assessors are required to provide feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed Assessment Task Cover Sheet. Please also transfer the attempt results and dates
to the Overall Unit - Record of assessment outcome sheet on the last page of this Student Assessment Booklet
Please note any reasonable adjustments for this task below.
Trainer/assessor name
Trainer/assessor signature
Student: Please fill out this cover sheet clearly and accurately. Make sure you keep a copy of your work.
Student Name:
Student ID:
Date of submission:
Student declaration
I <Insert your name> ________________________________________ declare that these tasks are my own work.
Assessor feedback
Assessors: Please return this cover sheet to the student with assessment results and feedback. In addition, a copy must
be supplied to the office and kept on the student’s file with the evidence.
TASK SUMMARY
This assessment task requires you to provide coaching to a group of contract cleaner based on underperformance
identified as part of the review of performance against the business plan objectives.
You will have thirty (30) mins to complete with assessment
Note: Clinton Institute will provide all required resources and equipment.
Background Information
A review of the business’s performance against the performance indicators in Assessment Task 3, identified that a
number of domestic customers/clients no longer use the services due to a lack of satisfaction with the quality of the
service provided, specifically the level of cleanliness and attention to detail.
As the Operations Manager, you decide to set up a meeting with each of the contractors to investigate the situation
and to provide coaching on the expected level of performance.
Ozhouse Clean has the following expected level of performance in relation to cleaning services:
All surfaces, including floors, bench tops and shelves cleaned so that they are free of dust and dirt
Rubbish bins emptied and cleaned
Shower screens and mirrors cleaned and free of soap build up and streaks
Only cleaning products provided are to be used
All cleaning services must be provided in the allocated time
In the event cleaning service are complete prior to allocated finishing time, additional cleaning to be conducted.
These performance standards are included in each person’s contract
Activity
Conduct a Coaching Meeting (Roleplay)
For this task, you are required to participate in a coaching meeting with your assessor and classmates (playing the roles
of cleaning contractors) to discuss their lack of quality and service provided to customer who are so dissatisfied they took
their business elsewhere.
Your assessor will advise you of the date and time of this meeting.
Your assessor will play the role of one of cleaning contractors and ask other students (not being assessed during this
simulated meeting), to play the role of other cleaning contractors.
You may also be required to participate in other meetings for other students.
This meeting will also serve the purpose of a coaching session, as well as an attempt to get the staff members to
understand the issues and meet the required performance standards of the business.
Date of meeting:
Location of meeting:
Assessor are to write “S” or “NYS” for each line item (row). If the student gets the item correct on the first attempt, the
second and third attempt columns do not have to be completed. If a student gets the item correct on the second
attempt, there will be a “NYS” on the first attempt, a “S” on the second attempt and the third attempt will be left blank.
Students are allowed a total of three attempts.
Note that to obtain a satisfactory outcome for this assessment activity, students must achieve a satisfactory outcome
for every line item and each sub point.
Date:
Assessors must observe students correctly demonstrate every item listed in each row to achieve a satisfactory result.
Assessors are required to provide feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed Assessment Task Cover Sheet. Please also transfer the attempt results and dates
to the Overall Unit - Record of assessment outcome sheet on the last page of this Student Assessment Booklet
Please note any reasonable adjustments for this task below.
Trainer/assessor name
Trainer/assessor signature
Unit Outcome
Satisfactory (S)
Not satisfactory (NS)
Please note (N/A) where further Assessor
Assessment Tasks attempts are not required Date initials
Assessment Task 1: Written Questions Attempt 1
Attempt 2
Attempt 3
Attempt 3
Attempt 3
Attempt 2
Attempt 3
Student ID:
Assessor Name: