BSBMGT517 Assessment

ASSESSMENT
BSB51915 Diploma of Leadership and

Qualification:
Management
Unit of Competency: BSBMGT517 Manage operational plan
Student Name:
Student ID:
Assessment Due
Date:
ASSESSMENT MAPPING
BSBMGT517 - Manage operational plan
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 organisation’s
productivity and profitability plans.
Elements Performance Criteria

1.1. Research, analyse and document resource requirements and develop an
1. Develop
operational plan in consultation with relevant personnel, colleagues and
operational plan
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
2.1. Develop and implement strategies to ensure that employees are recruited
2. Plan and
and/or inducted within the organisation’s human resources management
manage
policies, practices and procedures
resource
acquisition
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
3.1. Develop, monitor and review performance systems and processes to
3. Monitor and
assess progress in achieving profit and productivity plans and targets
review
operational
3.2. Analyse and interpret budget and actual financial information to monitor
performance
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
BSBMGT517 Manage operational plan Assessment – Version: 2.0 (Created: 08/09/17; Printed: 13/01/20)
This document is uncontrolled version when printed.
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:
o resource requirements
o key performance indicators
o monitoring processes
o 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:
o recruiting, inducting and developing personnel
o acquiring physical resources and services
o protecting intellectual property
o making variations to the plan
o monitoring and documenting performance.
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
 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.
Foundation Skills
Reading  Identifies and extracts relevant information from a range of complex texts
 Gathers, interprets and analyses workplace documentation to determine
requirements for the operational plan
Writing  Develops and documents a range of detailed texts relating to the
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 Communication  Presents information to a range of audiences using appropriate 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  Selects and uses mathematical problem-solving strategies to organise

resource requirements, performance benchmarks and financial viability
of the operational plan
Navigate the world of  Monitors adherence to organisational policies, procedures and considers
work 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 others  Identifies and uses appropriate conventions and protocols when
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 done  Takes responsibility for developing and implementing systems and
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 INFORMATION:
To be deemed competent for this unit of competency, you are required to satisfactorily complete three
(3) assessment tasks:
 Assessment Task 1: Develop an operational plan

 Assessment Task 2: Plan and manage resource acquisition
 Assessment Task 3: Monitor and review operational performance
Assessment Instructions
Your assessment will be required to be typed in Arial font size 12 only. You will provide your
completed assessment for all of questions in one document and MUST be uploaded into MOODLE
(No other method of submission will be accepted).
You are required to professionally format your document including spell-check and indicating each
Task answer [e.g. Task 1 (a.) then the answer, Task 1 (b.) then the answer etc.] according to this
Assignment requirement. You may lose marks if you have not spell-checked your document (as this is
a professional formatting requirement, a business skill).
This assessment can be completed in one of several ways. Assessment candidates may identify unit
requirement within their own work environment or organisation, or with reference to a scenario
provided by the trainer/assessor.
Be sure to properly reference your sources of information using the Harvard referencing system. For
more information go to:-
 Student Handbook - latest version
 Ask your Trainer/Assessor to provide you with this information
In order to determine if you are addressing this assignment adequately in terms of

competency/comprehension (prior to due date) a draft copy of your assessment should be
discussed during class time in consultation with your Trainer/Assessor. For this feedback/
support from your Trainer/Assessor, you will need to bring to class your “draft copy” with any evidence
of the research you have conducted to produce the assessment.
If, as a student you feel you have special needs that require your Trainer/Assessor to apply a
reasonable adjustment – please discuss this with your Trainer/Assessor at the beginning of the
subject studies.
Your Assignment must:
a. Be of a professional standard (spelling, grammar, punctuation)
b. Size 12, Arial Font
c. 1.5 Spacing
d. All pages must have a Header/Footer with the following details:
o Name
o Student ID
o The course & unit of competency
o Date
o Page numbering
e. Title page
f. Index page
g. Body of work
h. Referencing
How to upload your answered assessment into MOODLE
To upload your assignment into Moodle, follow these steps.
1. Log-in to Moodle and access the subject that you will be submitting the assignment in.
2. Locate the assessment you will be uploading into by scrolling down to the week that the
assessment is due in and then click on the assessment submission link.
3. Click on the name of the assignment.
4. Click the Browse button.
5. Select the file and click Open.
6. Click the Upload this file button.
7. If you have more than one file, repeat the process (steps 4-6) to attach additional files up to
the assignment's limit.
8. Once happy with your submission click the Send for marking button. The files are locked
and the student can no longer delete, or upload more, files.
Note: The date and time of the submission is recorded when the files are sent for marking, not when
they are first uploaded.
ASSESSMENT 1: DEVELOP AN OPERATIONAL PLAN
Performance objective
You will demonstrate skills and knowledge required to develop operational plans in consultation with
key stakeholders.
Assessment description
In response to a simulated business scenario, you will research resource requirements and develop
(or amend) an operational plan in consultation with relevant stakeholders. As a part of the
development of your plan, you will set performance indicators, plan for contingencies, and obtain
approval in accordance with organisational requirements.
Procedure
1. Read the BBQfun scenario information provided in Appendix 1 and the BBQfun simulated
business documentation provided by your assessor.
2. Write a brief summary of the BBQfun operational environment that includes:
a. an outline of the legislative and regulatory context that is relevant to BBQfun’s
operational plan (available on pages 19–21)
b. an outline of the BBQfun policies and procedures that directly relate to the operational
plan
c. an explanation of the role of an operational plan in achieving the successful
implementation of the e-commerce strategy
d. a discussion of your intention to either develop a new operational plan for BBQfun, or to
amend the existing operational plan; support your discussion with reference to different
methods and models for developing operational plans – such as methods for setting
goals, outlining actions, identifying risk and monitoring performance
e. an explanation of your budgeting process as part of your operational plan.
3. Research resource requirements for implementation of e-commerce strategy.
4. Arrange with your assessor to participate in two resourcing consultation role-plays.
5. Participate in consultation role-plays with relevant personnel to determine resourcing needs.
You will role-play with the:
a. Sales and Marketing Manager – prepare to discuss human resourcing requirements
b. Technology consultant – prepare to discuss physical resourcing requirements related to
development of e-commerce website.
Note: During consultation, ask questions and encourage the personnel to provide
information.
6. Develop an action plan for the implementation of the e-commerce strategy. In your plan
include:
a. physical resourcing (all major steps for resourcing, including procurement of different
types of resources, but not to the detail of including all procurement steps for each
resource type)
b. human resourcing (all major steps, e.g. recruiting, training, communication)
c. timelines and milestones for implementing the e-commerce strategy
d. consultation and communication (ensure all affected staff are informed and engagement
is encouraged for all stakeholders)
e. an analysis of the resource requirements to ensure that the action plan meets the
requirements for implementation.
An example action plan template is provided in Appendix 2.
Ensure plans adhere to organisational requirements set out in the scenario and in relevant
policies and procedures.
7. Develop performance indicators for operational and financial targets and amend or develop
existing operational plans to include KPIs and financial targets related to e-commerce strategy.
Develop a balanced scorecard for an e-commerce customer service representative including
three KPIs and associated targets.
Note: The current budget and operational plan for BBQfun is located in Appendix 1. A balanced
scorecard template is located in Appendix 3.
8. Identify at least three risks to the implementation of the operational plan and develop a
contingency plan for each risk (you may use the contingency plan template provided in
Appendix 4). Risks must include:
a. one risk due to employee underperformance
b. one risk related to management of intellectual property (IP)
c. one risk due to breach of health and safety compliance responsibilities.
9. Develop a proposal for resourcing to be presented for approval to the Operations General
Manager. Include in your proposal:
a. description of proposed implementation of resourcing
b. breakdown of costs
c. benefits to organisation
d. a list of different approaches to developing key performance indicators
e. risks to organisation by not implementing
f. outline of identified risks and contingency planning
g. description of sources of information used to develop proposal (use internet research on
technical aspects of e-commerce and importance to retailers; use consultation, use
company financial projections) (Rerenfece)
h. legal responsibilities and WHS considerations.
10. In a third role-play, present proposal for approval by the Operations General Manager.
11. Submit a portfolio of your implementation documents as outlined in the specifications below.
Keep copies of your work for use in Assessment Tasks 2
and 3 and for your own records.
Specifications
You must:
● participate in three role-plays:
○ consult with the Sales and Marketing Manager
○ consult with the technology consultant
○ present the resourcing proposal for approval from the Operations General Manager
● submit a planning portfolio, including:
○ a summary of the operational environment of BBQfun
○ action plan
○ performance indicators for operational and financial targets (in the new/amended
operational plan) (KPI) find new KPI: trong bai nay co, gio tim KPI moi
○ balanced scorecard for e-commerce customer service representative (research in
internet)
○ proposal for resourcing.
Your assessor will be looking for:

● reading and writing skills to use workplace information to write an operational plan that meets
organisational requirements
● oral communication skills to present information in a clear and professional manner, listen and
comprehend information and confirm understanding through questioning and active listening
● planning and organisational skills to take responsibility for developing and implementing a plan
to achieve operational goals including resource needs, strategy development, sequencing
activities, identification of risks and impact on operational performance and generating
contingency plans
● interaction skills to communicate and empathise with stakeholders during consultation
processes and collaborate to achieve business outcomes
● numeracy skills to work with an existing budget to allocate and manage financial resources
● knowledge of models and methods for operational plans
● knowledge of the relationship between an operational plan and organisational objectives
● knowledge of budgeting processes
● knowledge of legislation and regulations relevant to the operational plan of the organisation
● knowledge of intellectual property rights and responsibilities relevant to the operational plan
● knowledge of using KPIs to develop business objectives.
Appendix 1: Scenario – e-Commerce strategy
Background to scenario
The BBQfun Board of Directors and the CEO have decided to implement an e-commerce strategy to
maintain or increase market share and revenue and satisfy customer needs in line with company
strategic directions. (TARGET)
You have been hired as an external consultant to manage operational planning activities for BBQfun’s
e-commerce strategy.
Under the strategy, BBQfun would offer all products in an online store (WHAT IS BBQ: ONLINE
SHOPPING). Stock could be stored at no extra cost at existing stores. Customers would cover
delivery costs. (ONLINE PRODUCT AND STORE PRODUCT : SAME)_
Currently, BBQfun has a website, but this website lacks e-commerce functionality. The website would
need to be redeveloped to incorporate this functionality in line with relevant technical specifications.
Existing infrastructure, such as office and store configurations, would need to be adapted to the new
strategy. Additionally, assets, such as delivery vehicles would need to be acquired. New staff would
need to be recruited and existing staff retrained or informed of the e-commerce strategy and
associated operational and performance targets.
All resourcing must be acquired and operations undertaken in accordance with relevant internal and
external standards – legislation and codes of practice; intellectual property (IP) rights and
responsibilities; and organisational policies and procedures.
Preliminary approval has been given to amend existing budget and operational planning to
incorporate this strategy.
It is now 30 June 2013 and e-commerce operations are expected to be underway in one year and
three months, by 1 October 2014.
Scenario task
As the external consultant, you will need to determine physical and human resourcing requirements.
Review organisational documentation and undertake preliminary research on e-commerce. Consult
with the following personnel to determine resourcing needs:
● Sales and Marketing Manager
● technology consultant.
You will then need to plan physical and human resourcing and establish associated performance
measures and targets. You may consider the Management Team of BBQfun, including team leaders
in warehouses, to be resources for the implementation. Use description of their roles in operational
planning when assigning responsibilities.
Finally, you will need to propose resourcing and associated operational changes to the Operations
General Manager, who will, in consultation with the CEO and Board of Directors, provide approval.
Resourcing and budget: e-Commerce strategy

After consulting with the management team at BBQfun, you determine:
● eight online sales and customer service people will be needed to manage increased online
customers
● since stores are overstaffed, four of the required customer service staff could be sourced from
existing employees at the two stores
● no current staff have any online customer service skills
● management would like to develop people through re-training rather than hire new staff to
handle online sales
● six delivery trucks needed to enable distribution
● e-commerce website will take 50 days to develop
● three forklifts are needed
● four additional warehouse workers are needed
● six additional drivers are needed
● office space will need to be reconfigured.
The following operational costs are associated with e-commerce business strategy.
Costs: e-Commerce strategy (initial investment)
Resources Costs
Plant and equipment ● Delivery trucks $50,000 x 6 = $300,000

● Forklifts $10,000 x 3 = $30,000
Promotional costs $300,000
Website developers $100,000
Staff training Online customer service training $3,000 per staff member
= $24,000
Recruitment costs $30,000
Management change $3,000 each = 1 Brisbane store manager, 4 Brisbane

leadership training for store team leaders, 1 Gold Coast store manager and 3 Gold
managers and team leaders Coast team leaders x $3,000 = $27,000
Warehouse and office $50,000

reconfiguration
Total $861,000
In addition, ongoing staff costs will be incurred.

The expected life of the initial investment is expected to be three years.
Costs: e-Commerce strategy (ongoing)
Resources Costs
Additional staff: (At $40,000 year average annual salary)

 4 online staff
4 x $40,000 ($160,000) per year for 3 years = $480,000
Costs: e-Commerce strategy (ongoing)
Resources Costs
4 warehouse staff 4 x $40,000 ($160,000) per year for 3 years = $480,000
6 delivery drivers 6 x $40,000 = $240,000 per year for 3 years = $720,000
Total $1,680,000
The following expenses should be incurred in the 2014 financial year and be included in associated
financial targets for spending:
Additional staff $400,000
Additional marketing $300,000
Additional training $51,000
Recruitment $30,000
Benefits to business
According to financial projection prepared by the CFO, the business expects the proposed strategy to
be profitable over three years.
Profitability index over three years
Present value (PV) of future cash flows

Profitability index (PI) =
Present value (PV) of initial investment
PI>1 indicates project should be undertaken
FY 2014 FY 2015 FY 2016
Cash flow from operations (minus ongoing $200,000 $500,000 $800,000

operational costs associated with e-commerce
such as additional staffing)
Present value of future cash flows (discounted $180,000 +$420,000+$600,000 =

future cash flows with respect to opportunity $1,200,000
cost, inflation)
Present value of initial investment $861,000
Profitability index 1.39
The expected additional profit for 2014 would be $200,000. This figure should be added to targets.
Risks to implementation
After consulting with stakeholders at BBQfun, you determine:
● medium risk of poor online sales
● high risk of customer service quality problems for online customers leading to a breach of
consumer law
● high risk of staff misunderstanding changes and considering online sales as threat to jobs
● medium risk of not being able to recruit fully trained online staff
● low risk of loss of IP relating to confidential information contained within the e-commerce
strategy when employees leave the organisation
● medium risk of loss of IP ownership if a relationship with the website developer contract ceases
● low level risk of not complying with WHS legislation through lack of risk assessment conducted
on potential musculoskeletal disorders resulting from poor customer service workstation design
● medium risk of wastage due to overstocking product in anticipation of increased online sales.
All additional costs associated with contingency planning will be approved in accordance with BBQfun
policies and procedures.
Budget summary
BBQfun 2013–2014 Approved budget by activities to be undertaken
Income:
Sales $11,000,000 Barbecues and related equipment.
Investment income $1,567,000 Real estate investment income and

rental of office space.
Cost of goods sold ($5,890,000) Cost of provision of goods, purchase of

(COGS) stock, distribution.
Gross profit $6,677,000 Gross profit.
Expenses:
Wages, salaries and on $2,567,890 Wages, salaries, superannuation, work

costs cover insurance, payroll tax.
Consultancy fees $50,000 Project management: WHS management

system; change management.
Communication $42,000 Telephone, ISP costs, IT support.

expenses
Marketing $920,000 Cost of staff travel and associated costs

for sales, etc.
Premises expenses $1,000,000 Rent, electricity, maintenance, cleaning.
Insurance $120,000 Liability insurance
Depreciation and $177,569 Computers and capital equipment that is

amortisation depreciated.
Office supplies $65,068 Printing and stationery, postage,

amenities.
Training $62,187 Sales training: leadership, WHS,

ethical/legal training.
Total expenses $5,004,714
Net profit $1,672,286 Net income before tax.
Operations (15page – 21 pages: dap an cau 1; summary about
company:)
General operating hours

BBQfun operates Monday to Friday from 9 am to 5 pm. BBQfun will be operational year-round except
legislated holidays.
Human resources
Pat Mifsud, CEO

Pat is responsible for working with the Board of Directors to oversee the business, set overall
strategic directions, manage risk, and authorise large financial transactions.
Riz Mehra, Chief Financial Officer

Riz is responsible for preparing quarterly financial statements and overall budgeting. Riz is also
responsible for overseeing budgets for cost centres and individual projects. At completion of
financial quarters and at the end of projects, Riz is responsible for viewing budget variation reports
and incorporating information into financial statements and financial projections.
Kim Chen, Operations General Manager

Kim is responsible for the day-to-day running of the company. Kim oversees the coordination of all
operations. Kim is responsible for sponsoring projects that affect operations of the organisation as
a whole. Kim works with the HR Manager to coordinate systems and projects to achieve company-
wide synergy.
Les Goodale, Human Resources (HR) Manager

Les is responsible for the productive capacity and welfare of people at BBQfun. With the
Operations General Manager, Les works to coordinate projects and management systems, such
as performance management, recruitment and induction.
Sam Lee, Marketing Manager

Sam is responsible for the management of all aspects of marketing. Sam manages the activities of
the marketing team.
Pat Sweeney, Manager: Brisbane (Kenmore)

Pat is responsible for the management of all aspects of the Brisbane store.
Alex Mitchell, Manager: Gold Coast

Alex is responsible for the management of all aspects of the Gold Coast store.
A summary of human resources at each of the two locations appears below:
Brisbane: Head office
● Employees:
○ 30 full-time and casual sales and customer service people, check-out staff
trained in use of POS – integrated with ERP (enterprise resource planning)
and CRM (customer relationship management) software system
○ senior management team (five) + one store manager
○ four sales team leaders
○ one delivery truck driver
○ one warehouse worker.
Gold Coast operation
● Employees:
○ 30 full-time and casual sales and customer service people, check-out staff
trained in use of POS – integrated with ERP (enterprise resource planning)
and CRM (customer relationship management) software system
○ one store manager
○ three sales team leaders
○ one delivery truck driver
○ one warehouse worker.
Office requirements ( CO 2 STORE CHINH)_

The office space is leased and will accommodate the necessary office equipment, such as computers,
fax machine, photocopier and other engineering equipment.
Brisbane: Head office
● Location: Kenmore.
● Size: 15,000 square metres (50% warehouse, 50% display area). Warehouse area
used at 45% of capacity, but poorly configured to accommodate heavy increase in
distribution traffic.
● Large mezzanine office space (used to be occupied by online retailer, currently
subdivided and occupied by the management team).
● Loading bay with large capacity (most of area incorporated into customer display
area, could be easily and cheaply reconfigured to accommodate extra distribution).
Gold Coast operation
● Location: Robina.
● Size: 12,000 square metres (50% warehouse, 50% display area). Warehouse area
used at 50% of capacity, but poorly configured to accommodate heavy increase in
distribution traffic.
● Large mezzanine open-plan office space with separate access (was previously
rented out to a telemarketing company).
● Lots of spare office space.
● Loading bay with large capacity.
Operating capital requirements

BBQfun requires approximately five million dollars in working capital to sustain and ensure the
business meets all opening and ongoing financial obligations.
The company may experience financial pressures during slow sales periods.
A long-term strategy to maintain a positive cash flow during these periods will be to diversify the
company’s product range and develop business opportunities such as e-commerce to boost sales
and sales capability overall.
Operational expenses
Wages, salaries and on-costs $2,567,890
Consultancy fees $50,000
Communication expenses $42,000
Marketing $920,000
Premises expenses $1,000,000
Insurance $120,000
Depreciation and amortisation $177,569
Office supplies $65,068
Training $62,187
Total Expenses $5,004,714
Insurance requirements
BBQfun will have to incur costs for business liability insurance. The estimated cost for this
requirement is $100,000 per year.
Operational workflow
1. Conduct market research to determine needs.
2. Negotiate with suppliers.
3. Receive and warehouse products.
4. Provide service and information to warehouse customers.
5. Receive payment.
6. Arrange delivery of items (if required).
BBQfun accepts cash, EFTPOS and major credit cards. Credit terms are available for trades.
Operational plan (with strategic objectives, measures and tasks) FY 2013–2014
BBQfun Operational Plan (with strategic objectives, measures and tasks) FY 2013–2014
Objectives: Performance measures Tasks:
1 Engaging with customers ● Completion of market/marketing ● Conduct quarterly surveys on customer satisfaction (KPI).
through marketing, research research.
● Evaluation of market and marketing data to determine
and personalised service.
● Completion of customer surveys. marketing opportunities.
● Completion of reports to identify
marketing opportunities.
2 Building reputation for quality ● Percentage of brand recognition in ● Audit of supplier quality.
products and quality sought-after categories in periodic
● Regular contact with suppliers.
customer service: customer surveys.
● Investigate resourcing needs: people, products.
● Raise organisational ● Percentage of customers with
profile by 20%. positive view of organisational ● Fulfil resourcing and distribution needs in accordance with
responsiveness, innovation, policies and procedures.
● Improve client
quality, ethics, safety. ● Maintenance of enterprise resource management (ERP), point
satisfaction
performance by 25%. ● Number of customer complaints. of sale (POS) and customer relationship management (CRM)
systems.
● Delivery times.
● Number of returned items.
3 Supporting people to perform ● Numbers of injuries ● Research effectiveness of possible incentives for: safe work
via training and performance (Target = 0). achievement; healthy lifestyle.
management.
● Numbers of absentees ● Engage workers with strategic goals of business and support
(Target = <3% of total hours). professional development in line with strategic goals. (Targets
to be set by individual managers).
● Anti-discrimination complaints
(Target=0). ● Management engagement with employees to achieve greater
buy-in of organisational goals.
● Lost Time Injury Frequency Rate
(Target=2) ● Include explanation of how activities work with organisational
strategic goals in all communications to internal personnel.
● Percentage completion of
performance plans and ● Regular coaching.
performance management
● Training needs analysis and training (leadership, WHS,
process.
ethical/legal training).
● Numbers of coaching sessions
● Strategic goals included in induction program.
completed.
● Employee incentives for performance in all areas relevant to
● Numbers of operational-related
operational and strategic goals.
training programs completed.
4 Increasing sales revenue. General ledger accounts; financial ● Marketing campaigns.

statements:
● Sales training for floor staff.
● Revenue target = $11 million
● Profit target = $1,792,286
5 Reduce direct and indirect ● General ledger accounts; financial ● Renegotiate with suppliers.
costs of operations. statements:
● Research potential new suppliers.
○ wages ● Research new distribution possibilities, such as
○ cost of agent services e-commerce/delivery.
○ consultancy fees ● Management engagement with employees to achieve greater

employee support of organisational goals.
○ wastage and associated
expenses. ● Greater use by managers of budgets to encourage restraint.
● Expense target = $5,004,714 ● Greater focus on budget restraint in management of

projects/activities.
● COGS target = $5,890,000
● Inventory management through ERM to reduce overstocking
and risk associated with storage.
● Incentives (as part of manager/employee performance
management and bonus system).
Appendix 2: Action plan template (TARGET, GOAL)hanh dong bat dau 1 cty moi
Milestone: Action and/or objective Date Person Budget or resources

(to achieve strategic aims of physical or human resourcing) responsible (where applicable)
Manager (human
resource manage)..
EX: Training
Appendix 3: Balanced scorecard template
KRA (key Target KPI (key Result

result area) performance
indicator)
Financial: (Profit)=6677000/11000000*100%=
+ Profit
Appendix 4: Contingency plan template
Contingency Plan
Company name: BBQfun
Name of person developing the plan: Thi Dieu Phuoc Ho
Who was consulted as part of this plan? Manage team
Name: Kim Chen Position
Risk identified: (Risk 13page)
Strategies/activities to minimise the risk By when By whom
How to minimize the risk 3 months
Strategies to implement approved contingencies By when By whom
Approved variations to the plan based on contingencies By when By whom

faced
ASSESSMENT 2: PLAN AND MANAGE RESOURCE ACQUISITION
You will demonstrate skills and knowledge required to plan and manage resource acquisition.
In response to a simulated business scenario, and using work completed in Assessment Task 1, you
will develop and implement strategies to ensure physical and human resourcing is carried out in
accordance with organisational policies, practices and procedures and intellectual property (IP)
provisions.
Procedure
1. Read the BBQfun simulated business information provided in Appendix 1 of this task and in the
business documentation provided by your assessor (the same documentation provided in
Assessment Task 1).
2. Plan and implement physical resourcing:
a. Review the physical resourcing activities in the action plan you developed in Assessment
Task 1.
b. Elaborate on your plan by including all steps and strategies to acquire resources in
accordance with organisational requirements.
c. Explain the risk management strategy needed to protect the organisation’s IP and/or
ensure the organisation does not breach third-party IP.
3. Plan and implement human resourcing:
a. Review the human resourcing activities in the action plan you developed in Assessment
Task 1.
b. Elaborate on your plan by including all steps and strategies to recruit people in
accordance with organisational requirements.
c. Incorporate IP requirements for human resource acquisition to ensure trade secrets and
confidential information is protected from theft, misuse and unauthorised distribution.
d. Prepare to interview two recruits by organising a role-play interview with each and
preparing paperwork. You may wish to prepare using the interview planning template
provided in Appendix 4.
e. Interview, assess and make recommendations on two potential recruits in accordance
with your plan. You may use the templates provided or develop your own. You may want
to use the assessment and evaluation template provided in Appendix 5.
Keep copies of your work for your records.
Specifications
You must:
● participate in two interview role-plays
● submit a portfolio including:
○ action plans
○ interview plan
○ assessment and evaluation record with recommendations.

● reading and writing skills to access and use workplace information and to write a detailed
resource acquisition plan using vocabulary, grammatical structures and conventions
appropriate to the context.
● writing and numeracy skills to complete planning documentation
● planning and organisational skills to identify IP risks and take responsibility for implementing a
physical and human resource acquisition plan to achieve operational goals
● communication skills to present information using clear and professional English, listen and
comprehend information from interviewees and confirm understanding through questioning and
active listening skills
● monitoring skills to identify the implications and requirements for protecting IP
● interaction skills to communicate and empathise with candidates during interview processes,
facilitate one-on-one interviews and influence direction to achieve business outcomes
● knowledge of organisational resource acquisition policies, practices and procedures.
Appendix 1: Scenario – e-Commerce resourcing
strategic directions.
Under the strategy, BBQfun would offer all products in an online store. Stock could be stored at no
extra cost at existing stores. Customers would cover delivery costs.
Currently, BBQfun has a website, but this website lacks e-commerce functionality. The website would
need to be redeveloped to incorporate this functionality in line with relevant technical specifications.
Existing infrastructure, such as office and store configurations, would need to be adapted to the new
strategy. Additionally, assets such as delivery vehicles would need to be acquired. New staff would
need to be recruited and existing staff retrained or informed of the e-commerce strategy and
All resourcing must be acquired and operations undertaken in accordance with relevant internal and
external standards – legislation and codes of practice; intellectual property (IP) rights and
responsibilities; and organisational policies and procedures.
High-level planning has been completed and approval has been given to implement the strategy.
According to your plans, you are now at the stage where you must plan and then implement the
resourcing required to enable the strategy. Physical resourcing and human resourcing are about to
commence. Remember, e-commerce operations are expected to be underway by 1 October 2014.
Scenario task
You will need to plan physical and human resourcing at a detailed level in accordance with all
organisational requirements. You are expected to deploy resourcing strategies to plan and implement:
● physical resourcing of redeveloped website (plan entire process as per organisational
requirements)
● recruitment of four customer service representatives (plan entire recruitment process as per
organisational requirements; you will need to demonstrate implementation through interviewing
and assessing two candidates).
Note: You may consider the management team of BBQfun, including warehouse team leaders to be
human resources for the acquisition of physical resources. Use description of their roles in operational
planning when assigning responsibilities.
Physical resourcing
Consultation with the management team at BBQfun has provided you with the following information:
● Three website developers will bid for the contract to redevelop the existing website:
Company Bid
Ace developers $70,000
Premier Tech $80,000
Innovative Technologies $90,000
● The budget for the redevelopment is $100,000.

● Bids have been analysed as follows.
Innovative
Ace Developers Premier Tech
Technologies
Factor Weight Score Weighted Score Weighted Score Weighted
(S) score (S) score (S) score
(W x S) (W x S) (W x S)
Maintenance x1 2 2 3 3 3 3
Range of x3 2 6 2 6 2 6
features:
● payment
options
● integration
with existing
systems
Future-proofing: x5 3 15 6 30 6 30
● ability to be
upgraded as
technology
improves
Quality: x10 4 40 4 40 6 60
● usability for
customers
Total 63 79 99
Price (% of .70 .80 .90
budget)
Total score/price
(final
assessment of
bid quality) 90 98.75 110
Human resourcing
Consultation with the management team at BBQfun has provided you with the following information:
● The budget for recruitment of four online customer service and sales representatives is
$30,000. The breakdown of costs is as follows:
Advertising $5,000
Recruitment $10,000
consultant
Your time $10,000
Contingency $5,000
● You now have three suitable online customer service and sales representatives.
● You have two more candidates to interview.
● The candidate is required to have the following skills and attributes:
○ enthusiastic and motivated
○ attention to detail
○ compliance with organisational requirements
○ takes initiative
○ problem solver
○ two years’ experience in online sales
○ telephone and keyboarding skills
○ ability to learn features and benefits of products to discuss with customers.
● The following skills and attributes are not strictly required, but desired:
o marketing and sales formal training
o knowledge of BBQfun’s product line
o familiarity with CRM systems.
Appendix 2: Action plan template

Appendix 3: Expenditure payment approval form
For completion by person verifying payment:
Date Invoice date
Payee name:
Job/project
number: Project title:
Description of
payment:
Payment amount: $  ex. GST  inc. GST
Signature of person verifying

payment Signature of delegated manager
For completion by finance:
Account number Account name Amount
Total Payable: $
Approved: Date:
Director: Riz Mehra
CEO: Pat Mifsud
Finance
manager:
Appendix 4: Interview planning template
Planning aspect Description Time

1. Type of
Sale online staff
interview
2. Objectives
Face by face
3. Approach
elegant clothes for woman
and style
4. Schedule
5. Topics and
- What can you tell me about yourself?
questions
- Can you tell me a little about yourself?
- How did you hear about the position?
- What do you know about the company?
- Why do you want this job?
Appendix 5: Assessment and evaluation template
Candidate: Alex
Question Ideal answer contains: Number of Score

possible
points
1. What can you tell me My name is Thanh Mau Hoang. 10 7

about yourself? I have 3 years experiences in
this job.
2. Can you list your I have the ability to 10 8

strengths? communicate well, friendly and
patient when answering
questions for customers.
3. What do you know I know the company through 10

about the company? the websites recruit employee.
4. Why should I consider 10

hiring you?
5. Where do you see 10

yourself five years from
now?
6. Why do you want to 10

work here?
Total
Recommendation: This person has high score
ASSESSMENT 3: MONITOR AND REVIEW OPERATIONAL
PERFORMANCE
You will demonstrate skills and knowledge required to monitor and review operational performance.
In response to a simulated business scenario, and using work completed in Assessment Task 1, you
will develop, monitor and review performance systems, analyse performance, identify areas of
underperformance, take prompt remedial action and report on operational performance.
In accordance with contingency planning developed in Assessment Task 1, you will take prompt
action to address employee underperformance. In a role-play, you will coach the employee in
accordance with performance management systems.
You will then prepare and present, in a second role-play, a management report describing the
performance system, performance results and recommendations for changes to operational plans.
During the role-play, you will negotiate changes to operational plans and gain approval for
recommendations from the Operations General Manager (the facilitator/assessor).
Procedure
1. Read the simulated BBQfun scenario information provided in Appendix 1 of this task and in the
business documentation provided by your assessor (the same documentation provided in
Assessment Task 1).
2. Prepare a plan for monitoring performance from the start of implementation to the end of the
financial year. You may use the action plan template (provided in Appendix 2) or create your
own plan. Ensure you include plans for monitoring and/or documenting:
a. budgetary and financial performance
b. productivity performance
c. employee performance in line with performance management policy
d. milestone achievement and performance against targets
e. dates for monitoring activities in line with scenario
f. resources for monitoring
g. progress reporting at the end of each quarter to the Operations General Manager
h. regular performance management of online staff and lodgement of records with the HR
Manager
i. describes the development and implementation of document storage processes in line
with organisational requirements.
3. Ensure that:
a. your plan uses language appropriate for your target audience
b. you keep copies of your work for your records and in line with the document storage
processes you have described in your plan.
4. Identify areas of employee underperformance, determine possible remedial actions and
prepare to performance manage underperforming employees. Refer to, follow, or adapt,
existing contingency plan for underperforming employees (developed in Assessment Task 1).
5. Follow your contingency plan and the BBQfun performance management policy to coach and
performance manage an underperforming employee.
a. Arrange with your assessor to role-play the coaching session. You may wish to use the
performance management plan template and coaching plan template (provided in
Appendices 3 and 4 of this task) to prepare for the coaching session.
b. Make sure you begin a coaching session with an explanation of your role as a coach in
supporting the employee to meet BBQfun’s organisational goals.
6. Analyse operational performance as described in scenario, and produce an operational plan
status report based on the information provided in Appendix 1. You may wish to use the
Operational Status Report template (provided in Appendix 5). You will also need to include in
your report:
a. a description of budgetary and financial performance
b. a description of productivity performance
c. an analysis of milestone achievement and performance against targets
d. three recommendations for operational improvement.
7. Arrange a time to meet with your assessor to role-play the presentation of your report to the
Operations General Manager and negotiate recommendations – involving, for example,
changes to plans, changes to implementation of plans, changes to budget, etc. – and seek
approval for the implementation of your recommendations.
8. Amend your report to include any variations you have made to your contingency plan as a
result of issues you encountered or may have overlooked.
Keep copies of your work for your records.
Specifications
You must:
● participate in two role-plays:
○ coaching an underperforming employee

○ presentation of report to Operations General Manager
(1) submit a portfolio that includes:
(a) a monitoring plan
(b) a contingency plan (amended from Assessment Task 1) for
managing employee underperformance
(c) a coaching and performance management plan
(d) an operational plan status report, including:
(i) a description of budgetary and financial performance
– a description of productivity performance
– an analysis of milestone achievement and performance against targets
– three recommendations for operational improvement.
– an outline of any variations made to your contingency plan.

● reading and writing skills to access, interpret and use workplace information and to write a
practical monitoring plan and management report
● oral communication skills to present information in a clear and professional manner to
underperformers and management, listen and comprehend information and confirm
understanding through questioning and active listening
● planning and organisational skills to take responsibility for monitoring an operational plan to
determine performance against operational goals
● leadership skills to communicate with and motivate underperformers, facilitate performance
management discussions and collaborate to achieve business outcomes
● numeracy skills to monitor expenditure of financial resources
● knowledge of models and methods for operational plans
● knowledge of the relationship between an operational plan and organisational objectives
● knowledge of budgeting processes.
Appendix 1: Scenario – e-Commerce performance monitoring
strategic directions.
Under the strategy, BBQfun would offer all products in an online store. Stock could be stored at no
extra cost at existing stores. Customers would cover delivery costs.
The BBQfun website now has e-commerce functionality. The website has been redeveloped to
incorporate this functionality in line with relevant technical specifications after you consulted with
specialist managers. Existing infrastructure, such as office and store configurations, has been
adapted to the new strategy. Additionally, assets such as delivery vehicles have been acquired. New
staff has been recruited and existing staff retrained or informed of the e-commerce strategy and
All resourcing should have been acquired and operations undertaken in accordance with relevant
external standards, such as legislation and codes of practice, and internal standards, such as
organisational policies and procedures and performance targets.
It is now 1 January 2014. e-Commerce operations are expected to be underway by 1 October 2014.
Scenario task
You will need to plan monitoring activities for ongoing customer service activities, website
maintenance, and revenue generation over the financial year from the start of implementation.
You will then need to analyse performance data for the second quarter of the financial year.
You will then need to coach an underperforming employee in accordance with the BBQfun
performance management policy and previously developed contingency planning (the planning
developed for Assessment Task 1).
Finally, you will need to prepare and present a report with recommendations for operational
improvement to the Operations General Manager.
Note: You may consider the management team of BBQfun including team leaders in warehouses to
be resources for the monitoring of performance. Use description of their roles in operational planning
when assigning responsibilities.
Note: Financial reporting is completed by the CFO at the end of each quarter of the financial year.
Employee performance is gathered by store managers, sales and marketing managers (online staff)
and compiled by the HR Manager at the end of each quarter.
Individual performance data
The following performance data is available for Lee Waters:
KRA Target KPI Result
Quality of online 1% error rate % of informational or 10%

sales and order mistakes
service
Speed of <10 minutes per interaction Average time to 20 minutes

service (online) completion
Financial $30,000 sales $ sales $20,000
Professional Participate in 2 hours of sales Training hours 0 hours

development training per month.
Organisational performance
Information from the Sales and Marketing Manager

A discussion with the Sales and Marketing Manager has provided you with the following information.
The Sales and Marketing Manager has been tracking progress against the following key performance
indicators (KPIs):
1. Quality of online sales and service is measured in: % of mistakes made by a customer service
employee when providing information or making an order. The target is 1%. Currently the rate
of mistakes made is 10%.
2. Speed of online sales and service is measured in average time to resolve a customer enquiry.
The target is <10 minutes. Currently, the average time to complete an online enquiry is 20
minutes.
3. Average delivery speed is measured in the average time in days from the order being made to
the customer receiving delivery of the product. The target is three days from order to delivery.
Currently, the average delivery speed is three days.
4. Revenue success is measured in the amount of revenue generated in dollars. The target is
$300,000 in sales per quarter, which would make an $80,000 profit per quarter. In the second
quarter this financial year, we generated $250,000 in revenue, providing a profit of $40,000 for
the quarter.
Further to the KPIs, the Sales and Marketing Manager provides more information on each area of
performance.
Quality of online sales and service:
● Staff not familiar with product line, even after training.
● Staff do not understand CRM (customer relationship management) systems and ordering
processes.
● Staff do not understand product line. Unable to locate information.
● Poor communication lines.
● No job aids or support from management.
● No ongoing performance management as per company policy.
● Low staff morale: complaints of back pain and distractions in environment.
Speed of online sales and service:
● Many customers abort interaction due to length of time for order completion.
● Some extra time taken because of lack of skills and knowledge.
● Some time taken because of poor website maintenance and occasional downtime.
Speed of delivery:
● Driver team leader is exceptional motivator.
● Driver morale is high.
● Driver attendance of routine training and team briefings is at 100%.
Online sales and revenue
● Some lack of sales may be due to poor customer service.
● Sales may pick up as awareness of online option through marketing actions increases.
In terms of our key actions, we’re tracking well. The website redevelopment has been completed on
time and to budget. The delivery trucks and forklifts have been acquired and put into operation on
time. In terms of recruitment, staff have been recruited on time, and the planned training has been
completed.
Information from the Chief Finance Officer (CFO)

A discussion with the CFO has provided you with the following information:
The CFO has been tracking progress against the following key performance indicators (KPIs):
1. Budget success is measured in % overrun/underspend. The target is 0% overrun. Currently
there is a budget overrun of 10%. Cost overruns are due to:
○ wastage from order mistakes and over-stocking due to misuse of system
○ overtime due to overly long customer interactions.
2. The timeline for the e-commerce project is to have the e-commerce activities implemented by 1
October 2014. Currently the implementation is on track.
In addition to these key performance indicators, we have identified a number of risks that all need
immediate action:
● The training program has not been adequate to cover required skills and knowledge. Training
has been too short and insufficient to be effective.
● Staff are unable to perform roles due to lack of support in job roles and ongoing training,
coaching.
● Website downtime contributes to increased service and sales disruptions.
● Sales continue to perform under target.
On that last risk, I think sales may need to be more closely monitored. Customer needs and changing
market conditions/competition may need to be reassessed and addressed.
Appendix 2: Action Plan Template

Appendix 3: Performance management plan template
Name/position: Manager: Review period:
Reference from Key result area Indicator of success/ By Status

operational plan performance when report
Manager’s comments: Signature:
Date:
Staff member’s comments: Signature:
Date:
Appendix 4: Coaching plan template
Employee:
Coach/Manager:
Date of session:
Questions
Goal
Reality
Options
Will
Appendix 5: Operational Plan Status Report template
BBQfun operation plan status report Date:
Plan goal Implement e-commerce strategy Department Operations
Plan ● redevelop website and acquire physical Person responsible Project Officer
objective/s resources
● recruit and train staff
● achieve profit targets
● adhere to budget
● adhere to timelines.
Key performance indicators Current status Comments

(Red, Green, Amber)
Key performance indicators Current status Comments
(Red, Green, Amber)
Key action update
Key action Accomplishments Comments
Risk update
Risk Contingency Comments
1.
2.
3.
4.
General comments
OVERALL ASSESSMENT RECORD
Student Name:
Student Number:
Unit of Competency: BSBMGT517 - Manage operational plan
Assessor Name:
Assessment Date
Assessment 1:
Satisfactory
Did the student:
Yes No
In the summary of the operational environment, cover the legislative and
regulatory context relevant to the operational plan?
In the summary of the operational environment, outline the policies and

procedures that directly relate to the operational plan?
In the summary of the operational environment, explain of the role of the

operational plan in successful implementation?
In the summary of the operational environment, discuss models and

methods for operational plans in supporting a decision to amend existing
operational plan or develop a new operational plan.
Research resource requirements through consultation with relevant

personnel?
Analyse and document resource requirements and develop an action plan

in consultation with relevant personnel, colleagues and specialist resource
managers?
Ensure details of the operational plan include the development of key

performance indicators to measure organisational performance?
Develop a balanced scorecard with three key performance indicators and

associated targets?
Develop contingency plans at appropriate stages of operational planning?
Ensure the development and presentation of proposals for resource

requirements is supported by a variety of information sources and
specialist advice as required?
Obtain approval for plan from relevant parties?
Assessment 2:
Satisfactory
Did the student:
Yes No
In physical resource planning, include steps and strategies that are in
accordance with organisational requirements?
In physical resource planning, explain risk management to manage IP

rights and responsibilities?
In human resource planning, include steps and strategies that are in

accordance with organisational requirements?
In human resource planning, incorporate activities to manage IP rights and

responsibilities?
Implement human resourcing through interviewing two potential recruits in

accordance with candidate’s human resourcing planning and
organisational requirements?
Recommend a selection out of the two potential recruits based on

evaluation of recruits following the interview process?
Assessment 3:
Satisfactory
Did the student:
Yes No
Develop a performance system through the development of a monitoring
plan that included activities for monitoring and/or documenting:
Where appropriate, amend their contingency plan (developed in Task 1) to

apply the plan to cover underperformance at BBQfun?
Follow contingency plans and performance management policy to coach

employee?
Plan and implement systems to ensure that mentoring and coaching are
provided to support individuals and teams to effectively, economically and
safely use resources?
Analyse operational performance to produce an operational plan status

report?
In report and/or presentation, analyse budget and financial information to

monitor performance?
In management report and/or presentation, identify areas of
underperformance, recommend solutions, and take prompt action to
rectify the situation?
Negotiate recommendations for variations to operational plans and gain

approval from designated persons/groups?
Assessor Feedback:
Overall Assessment Outcome: Competent Not Yet Competent

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ASSESSMENT

BSB51915 Diploma of Leadership and

Unit of Competency: BSBMGT517 Manage operational plan

Elements Performance Criteria

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

1.3. Ensure the operational plan includes key performance indicators to

1.5. Ensure the development and presentation of proposals for resource

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

3.5. Negotiate recommendations for variations to operational plans and gain

Evidence of the ability to:

 Describe models and methods for operational plans

 explain the role of an operational plan in achieving the organisation’s objectives

 explain budgeting processes

Oral Communication  Presents information to a range of audiences using appropriate register,

Numeracy  Selects and uses mathematical problem-solving strategies to organise

 Assessment Task 1: Develop an operational plan

 Student Handbook - latest version

 Ask your Trainer/Assessor to provide you with this information

In order to determine if you are addressing this assignment adequately in terms of

Your Assignment must:

a. Be of a professional standard (spelling, grammar, punctuation)

b. Size 12, Arial Font

d. All pages must have a Header/Footer with the following details:

o The course & unit of competency

How to upload your answered assessment into MOODLE

To upload your assignment into Moodle, follow these steps.

○ proposal for resourcing.

Your assessor will be looking for:

Resourcing and budget: e-Commerce strategy

Costs: e-Commerce strategy (initial investment)

Plant and equipment ● Delivery trucks $50,000 x 6 = $300,000

Promotional costs $300,000

Website developers $100,000

Recruitment costs $30,000

Management change $3,000 each = 1 Brisbane store manager, 4 Brisbane

Warehouse and office $50,000

In addition, ongoing staff costs will be incurred.

Costs: e-Commerce strategy (ongoing)

Additional staff: (At $40,000 year average annual salary)

4 warehouse staff 4 x $40,000 ($160,000) per year for 3 years = $480,000

6 delivery drivers 6 x $40,000 = $240,000 per year for 3 years = $720,000

Additional staff $400,000

Additional marketing $300,000

Additional training $51,000

Profitability index over three years

Present value (PV) of future cash flows

PI>1 indicates project should be undertaken

FY 2014 FY 2015 FY 2016

Cash flow from operations (minus ongoing $200,000 $500,000 $800,000

Present value of future cash flows (discounted $180,000 +$420,000+$600,000 =

Present value of initial investment $861,000

Profitability index 1.39

BBQfun 2013–2014 Approved budget by activities to be undertaken

Sales $11,000,000 Barbecues and related equipment.

Investment income $1,567,000 Real estate investment income and

Cost of goods sold ($5,890,000) Cost of provision of goods, purchase of

Gross profit $6,677,000 Gross profit.

Wages, salaries and on $2,567,890 Wages, salaries, superannuation, work

Consultancy fees $50,000 Project management: WHS management

Communication $42,000 Telephone, ISP costs, IT support.

Marketing $920,000 Cost of staff travel and associated costs

Premises expenses $1,000,000 Rent, electricity, maintenance, cleaning.

Insurance $120,000 Liability insurance