Assessment Record BSBMGT517_Manage Operational Plans

Student Name

Student ID

Course Code & Course SIT50416 Diploma of Hospitality Management

Class/Group

RTO/SRTO RTO Code 31897

Assessment: (as applicable) Student Results:

1. Assessment 1 Short answers Satisfactory Not Yet Satisfactory Not Completed
2. Assessment 2 Project Satisfactory Not Yet Satisfactory Not Completed
3. Assessment 3 Project Satisfactory Not Yet Satisfactory Not Completed
4. Assessment 4 Checkpoints Satisfactory Not Yet Satisfactory Not Completed
5. Assessment 5 Quiz Satisfactory Not Yet Satisfactory Not Completed

Overall, the candidate was assessed as:

Competent Not Yet Competent
Feedback to candidate on overall performance during assessment:

The candidate requires the following skill development before re-assessment:

The candidate has been provided with Name of Assessor:

feedback and informed of the Signature of Assessor:
assessment result and the reasons for
Date:
the decision.
I have been provided with feedback on Name of Candidate:
the evidence I have provided. I have Signature of Candidate:
been informed of the assessment
Date:
result and the reasons for the decision.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment
tasks
The assessment process including the provisions for re-submitting and academic
appeals were explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work
and I have acknowledged or referenced all sources of information I have used for
the purpose of this assessment
Student Signature: Date: / /201

This assessment: First Attempt 2nd Attempt Extension – Date: / /

RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory

Feedback to Student:

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Assessor(s) Signature(s): Date:

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Student Signature Date:
Assessment – 1 –Short Answers
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess you underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency. 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.
Place/Location where assessment will be conducted and timeframes to complete assessment
American College
180, Logan Road
Woolloongabba
QLD 4102
Resource Requirements
Pen, Paper or computer.
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you
with instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness.
Your trainer will provide you with feedback and the result you have achieved.

Assessment 1
Your task: Answer the following questions. Each question must be completed.

Question 1: What is the purpose of operational plans? What are these based on?

Operational Plan is defined as a plan prepared by a component of the company that clearly
describes actions it will take to help the strategic objectives and plans of upper management.

These are based on:

1. Business Planning
2. Strategic Planning
3. Operational Planning
4. Workflow Planning
5. Task Planning
Question 2: List 6 situations that will require an initial, or an adjustment to an existing,
operational plan.

1. Reallocation of staff
2. Introduce a new service or product
3. Changes in work procedures or systems
4. New competitors
5. Business contraction
6. Changes in the marketplace

Question 3: List the key legislative requirements which must be considered in operational plans
across organisations operating in the Tourism, travel, hospitality and event
industries:

1. Register a Business Name

2. Get an Employer Identification Number
3. Describe the business structure
4. Pay State and Local Taxes
5. Obtain Business Permits and Licenses
6. Follow Business Laws and Regulations
7. Create a Compliance Plan

Question 4: Give 2 examples of source documents which would help in researching staffing
requirements for an operation.

1. HR records
2. Rosters

Question 5: Give 2 examples of source documents which would help in researching

production requirements for an operation.

1. Increased cost saving

2. Process efficiency

Question 6: Give 2 examples of source documents which would help in researching finance
requirements for an operation.
 1. Procurement policies
2. Budgets

Question 7: What are the principles of budgeting you will need to consider when developing
any operational plan? List 5 factors this would commonly include (but not limited
to):

1. Have good knowledge of documentation

2. Do seminars
3. Do not be optimistic
4. Gives time
5. Believe in team work

Question8: List 4 stakeholders with whom you would discuss research and analysis of
resource requirements.

1. Management
2. Customers
3. Project Manager
4. Project Team

Question 9: Give 2 examples of source documents which would help in researching resource
(stock) requirements.

1. Budget
2. Finance and material

Question 10: Which aspects relating to intellectual property must be considered when planning
projects as part of operational planning activities?

1. Patents
2. Trade Secrets
3. Trademarks
4. Copyrights
Question 11: List 2 ways in which consultation with stakeholders may occur.

1. Allows in depth discussion of issues and resolution of problems

2. Face to face contact ensures attendees understand issues and detailed information can be
elicited about opinions they express

Question 12: How does developing KPIs help with the development of the operational plan?
List 2 options how KPIs can be set or determined.

It is used to measure progress toward organisational goals and objectives.

KPIs can be set by:

1. Profit or returns
2. Increase in business revenue.

Question 13: How will you plan a budget for a plan to deal with any unforseen incidents or
unforseen expenses? Which provisions can you employ to deal with cost blow outs
due to contractors not meeting their contractual schedules or obligations?

1. Always keep in mind non-recurring payments

2. Donation is the good idea but this is an expense that can be tabled when it’s time to
tighten the belt.
3. Even the best-laid plans sometimes go awry.

Question 14: Give 3 examples of strategies you can use when developing contingency plans.

• human resources
• bookkeeping
• payroll

Question 15: Why must your operational plan be approved before being implemented?

Operational Plan is defined as a plan prepared by a component of the company that clearly
describes actions it will take to help the strategic objectives and plans of upper management.
Question 19: The first 3 steps in managing under-performance are:

1. Stay Calm
2. Analyse the problem
3. Ask employees in regard to the problem

What are the last 2 steps?

4. Jointly devise a solution

5. Monitor performance

Question 16: What needs to be considered when employing new staff or inducting staff into
new roles to meet organisational requirements? List 5 items you would include in
an induction pack.

1) Notepad to write down important points

2) Tour of the office
3) Introduction with each employee
4) Mentor
5) Ask fields of interest

Question 17: Give 3 examples of monitoring methods to ensure the work is

proceeding on time, within budget, and being conducted safely.
1. Get financial solution assistance
2. Enhanced shareholder relations
3. Improved reputation.

Question 18: Give 2 examples of financial reports you can use to monitor
profitability.
1. Balance Sheet
2. Income Statement

Question 20: List 5 benefits to businesses of coaching and mentoring programs.

1. Mentoring and coaching programs can help in adapting to the environment of the
company.
2. Mentoring and coaching programs can help employees to grow within the company.
3. Mentoring and coaching programs can provide a mentor to every new employee to help
them settle down in the company.
4. Mentoring and coaching programs can help to understand employees their job duties
and responsibilities.
5. Mentoring and coaching programs encourage employees to give their best to the
company.
Question 21: Why is it important to notify managers and other upper level
stakeholders as soon as possible when variations are discovered? What
would this need to include accordingly?

It is beneficial to invite stakeholders who are pro and anti the subject matter to get the
best representation from the event.

Question 22: Do operational plans cover the short to medium, or medium to long
term business goals?
Operational plans do not cover the short to medium, or medium to long term business goals

Question 23: Give 5 examples of alternative resource usage, efficiency and waste
programs you should investigate when creating your operational plan
1. Improved occupational health and safety management
2. Enhanced shareholder relations
3. Improved reputation
4. Enhanced shareholder relations
5. Improved reputation.
Assessment – 2 –Project

Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your 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.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Place/Location where assessment will be conducted including timeframes for completion

American College
180, Logan Road
Woolloongabba
QLD 4102
Resource Requirements
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.

Templates (located in student assessment folder

“Strategic_Plan_template” located in the student assessment folder or a template currently used in the
organisation or as instructed.

“HR Manual template”

Instructions for assessment including WHS requirements

Assessment 2 consists of a project comprising of 2 parts, Part A and Part B.

PART A
 Requires you to submit an operational plan as detailed overleaf or as negotiated with your
trainer.

Note: Where the student is engaged in a real workplace the assessment task may be
related to a suitable
operational aspect in that workplace, provided the basic key points of this
assessment are addressed.

PART B
Requires you to submit a resource acquisition plan that clearly outlines the provisions for this
and how resources will be managed effectively.

This assessment is one form of assessment type that is used to collect evidence and will count
towards gaining competence toward this unit.
To demonstrate competence each task must be completed and the relevant question must be
answered by the student.

Assessment 2
Part A Develop operational plan

The Hotel Futura management has adopted a proposal to utilise a sunny indoor section of the
lobby as a service point for morning and afternoon teas. It fits all the legal requirements regarding
the serving of food and after a cost-benefit analysis, it was seen to potentially create a lucrative
new revenue stream in a previously revenue-neutral floor space.
As the Financial Controller, the next part of the operational planning phase requires you to do an
analysis on the financial positions of two different options. The first option is to install a full
espresso coffee service station in the designated area and the second option is to utilise the
existing coffee facilities inside the busy 24 hour coffee shop outlet, situated 30 meters diagonally
across the foyer.
Among other evaluation activities in the initial planning phase, a guest marketing survey was
conducted, the trading figures for the coffee shop were analysed and the following data emerged:

 Initial estimated covers per lobby tea service per week = 250 customers
 Budgeted average spend per cover excluding including GST = $18.50
 Two existing food service attendants are allocated for 2.5 hours for each service period.
 One food service attendant will need to be hired to ensure the operation can operate 7
days a week.
 Each tea service operates for 2 hours only i.e. 10.00am-12.00pm and 2:30-4:30pm
 The existing low tables and comfortable lobby style seating are to be used so no other
capital outlay is required to establish the revenue stream
 The room service kitchen prepares the sandwiches and delivers them to the pass in the
pastry section of the main production kitchen, located directly behind the proposed outlet.
Gâteaux and pastries are prepared and plated up by the pastry section
  The 2 food service attendants order and collect all food orders for this outlet from the
pastry section pass in the main production kitchen, via a convenient service entry door
located directly behind the proposed lobby tea area
 A set of service fridges in the front kitchen can be utilised for the storage and service of
chilled alcoholic and non-alcoholic beverages.

Your Task:

Develop an operational plan using a suitable template which needs to include the following
details:

1. A description of the operation.

2. The aim of the operational plan – What are you trying to achieve?

3. A SWOT analysis of the business environment – This could include similar scenarios
relevant to your area and must include legal requirements for this type of operation.

4. A detailed overview of resource requirements and options:

 Technology,

 Human Resources needs,

 An overview of financial requirements related to all resource requirements and options

including financial requirements (given the first 3 months are used to establish the
operation and are budgeted for). Using current trade equipment prices, analyse the most
financially viable option for the hotel, either by purchasing or leasing and installing a full
espresso coffee station or utilising the existing coffee facilities from the coffee shop
outlet,

 Requirements for intellectual property rights and responsibilities in recruitment and

acquisition of resources and services.

5. A contingency plan with alternative options for each key aspect of the operational planning
stages.

6. The timeframes required to implement this project

7. The consultation requirements and provisions including timelines.

8. The evaluation methods you will use to measure the performance of each aspect of this
project.

Part B Planning Resource Acquisition

In this part of the assessment you are required to outline the processes and procedures you use for
planning and managing the required physical and human resources. You are required to address
the following aspects:

1. Discuss your findings for the different options for the coffee machine you have researched in
Part A with the Executive chef and F&B manager in your workplace, or as a role play with
fellow students and/or your trainer. Provide a script of the details that were discussed and the
findings of discussions with the Executive Chef and the Food and Beverage Manager
regarding the pros and cons of operating a high quality food and beverage service in each
situation. Depending on your training situation this may be completed in form of observation
of your discussion with the 2 staff.

2. Provide an overview of the Standard Operating Procedures which would be required to

implement this operation with staff to ensure all operational and legal aspects are covered.

3. Provide a job description for the role of a food service attendant for this particular operation.
Which duties would this need to include and how will you ensure these are performed by the
staff member? Provide an overview of the documentation, communication requirements and
any other strategies you will use to ensure performance initially and monitor ongoing
performance.

Assessment –3–Project

Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your 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.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Place/Location where assessment will be conducted including timeframes for completion
American College
180, Logan Road
Woolloongabba
QLD 4102

Resource Requirements
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.

Pen, paper, computer, persons which the student can observe undertaking tasks as determined.

Instructions for assessment including WHS requirements

Assessment 3 consists of a project comprising of 2 parts, Part A and Part B.

PART A
Requires you to select a procedure or task completed in an organisation or department as
outlined in the tasks below. For these procedures or tasks you are required to write the detailed
procedural steps required to complete these to industry standard in form of a checklist. You are
then required to observe a staff maber completing the procedure/task and document the
performance. Upon completion you are required to identify the shortfalls and
underperformances.
 PART B
Requires you to write a strategy which can be implemented to overcome the identified
shortfalls. The strategy must be supported by an overview of all cost factors which will impact
on the strategy including human and physical aspects
On completion you are required to write a critical reflection on the project overall, including
cost effectiveness, viability for the operation ain terms of ROI, and realistic alternatives to
improve processes and procedures. Each suggested approach must be evaluated for positive
and negative impacts.

This assessment is one form of assessment type that is used to collect evidence and will count
towards gaining competence toward this unit.
To demonstrate competence each task must be completed and the relevant question must be
answered by the student.

PART A
Requires you to select a procedure or task completed in an organisation or department as outlined
in the tasks below. For these procedures or tasks you are required to write the detailed procedural
steps required to complete these to industry standard in form of a checklist. You are then required
to observe a staff maber completing the procedure/task and document the performance. Upon
completion you are required to identify the shortfalls and underperformances.

PART B
Requires you to write a strategy which can be implemented to overcome the identified shortfalls.
The strategy must be supported by an overview of all cost factors which will impact on the
strategy including human and physical aspects
On completion you are required to write a critical reflection on the project overall, including cost
effectiveness, viability for the operation ain terms of ROI, and realistic alternatives to improve
processes and procedures. Each suggested approach must be evaluated for positive and negative
impacts.

This assessment is one form of assessment type that is used to collect evidence and will count
towards gaining competence toward this unit.
To demonstrate competence each task must be completed and the relevant question must be
answered by the student.

Assessment 3
Part A Observation of operational procedures or tasks

This project consists of an observation of an operational procedure relevant to your area of

training which may include a Kitchen operation, Front office, Tourism, Events, Food and
Beverage, Rooms Division or Administration. The focus needs to be on observing and improving
existing procedures or to identify new processes to improve operations.
 o This may relate to workflow processes
o Cost efficiency of products and services
o Customer service-related issues
o Check-in, check-out procedures
o Staff efficiency and training needs
o or a specific procedure as instructed by your trainer

Establishment/Organisation: ______________________________________________

Task Procedure performed in the Organisation selected:

_____________________________________________

Date: ____________________________________________________

Your Task:

1. Provide an overview of your workplace and a description of the operational procedure you
will monitor, analyse and review and outline the reasons which indicated to you that a review
would be necessary (for example complaints from customers about prolonged waiting periods
for check-in; prolonged waiting periods for food in the restaurant; frequent errors in
reconciliations at the end of the shift in front office or similar.

2. List the Standard Procedures which would be required to perform the procedure or tasks and
the criteria which are used to industry standards to measure the performance required. This
needs to show all tasks which are part of the procedure you observe.

3. Observe the task or operational procedure and provide an overview of your findings.

4. Following the observation identify any shortfalls or underperformance during the observation
of tasks or processes and document these in detail. What were the issues and what were the
potential reasons for these?
Part B Developing strategies and critical reflection

5. Develop a strategy that can be implemented to overcome the shortfalls you have identified
and explain how each step of the strategy will be implemented to ensure it will be successful.
Include the documentation required for this.

6. Provide an overview o the potential cost factors for your suggested procedures including
physical and human resource aspects as relevant.

7. In brief provide a critical reflection on your project: Given what you have observed, analysed
in terms of resources required and the potential outcomes from the strategy you have
developed, how viable is your strategy in terms of outlay required by the organisation?
Would there be a more cost-effective option?
Assessment – 4 – Written Quiz

Quiz BSBMGT517 Manage operational plan

1. Indicate whether the following sentences relating to legislative changes are true or false:

(Answer true or false in space provided)

True or False
a) Legislation that applies to the workplace changes fairly True
regularly
b) There are several laws that you should be aware of, including True
workplace relations, WHS, Australian Consumer Law, duty of
care, tax, insurance, liability, contracts, property and licensing
c) As there are many such laws, both at the Federal and State True
level, it is important that you keep up to date.
d) Due to the substantial costs involved when obtaining legal False
advice, it is recommended that you join an industry association
instead and rely solely on their regular updates about changes
of legislation.
e) It is advisable to engage professionals, such as lawyers and True
accountants, to update you on any changes to legislation and to
ensure that you are meeting legal requirements.

2. Which of the following are examples of ways to analyse business markets?

(Tick the correct answers)
a) SWOT Analysis 
b) WASP Analysis
c) Marketing Mix 
d) Sales Mix
e) McKinsey’s 7S Framework 

f) The Marketing Environment 

g) Competitor Analysis 

3. Which of the following are examples of external impacts on business?

(Tick the correct answers)
a) Economic 
b) Ecological and environmental 

c) Staffing levels and skills

d) Governmental 
 e) Social and cultural 

f) Demographic 
g) Technological 
h) Equipment capacity

i) Industrial 

4. Which of the following are examples of internal impacts on business?

(Tick the correct answers)
a) Governmental
b) Demographic
c) Staffing levels and skills 
d) Financial resources 
e) Equipment capacity 
f) Hours of operation 
g) Social and cultural
h) Communication capabilities 

i) Location and position 

5. Which of the following are examples of items you may include in an induction pack?
(Tick the correct answers)
a) Fee schedule for staff training
b) The organisation hierarchy, including names and roles of employees 
c) Your company’s employee handbook or HR manual 

d) Current profit and loss statement

e) The job description of the position 
f) Copies of any relevant promotions or other marketing campaigns 

g) Company phone and email contacts of employees 

6. Put the following steps of the purchasing procedure in order.

a) Check the equipment works properly once received.
b) Add the new equipment to the company’s asset register.

c) Generate a purchase order for the amount specified in the quotation to the supplier.

d) Your manager or supervisor may talk to you about the various quotations, and
approve the request.
e) Obtain 3 quotations for the new equipment.
 f) Organise payment of the invoice.

g) Give a completed acquisition request to your manager or supervisor together with the
quotes.

7. The following key aspects relating to the development of an operational plan are:
(Answer true or false in space provided)
True or False
True
a) An operational plan should establish the tasks, activities and
budgets that you will need to run the business.
True
b) An operational plan is linked to your strategic and business plans
and is in line with your business’ mission, vision, values, goals and
objectives.
True
c) Operational plans may also be known as action plans, annual plans,
management plans and tactical plans.
True
d) An operational plan is the main financial planning tool for a
business operation.
False
e) Operational plans must take into account the resources and budgets
that you will need to help you achieve your business objectives.

True
f) The first step is to plan the basic principles of what is to be
achieved, by when, how and by whom and what are the things that
would be needed to achieve this objective.

True
g) Therefore, the key areas to focus would be the timeline, staffing,
equipment and budget.

8. Match the aspect of business operations to the relevant source documents which can
provide detailed information:
a) Production any copyrighted, trademarked or patented items
requirements required for the project

b) Resources purchase orders, stock lists, supplier contracts

required
c) Staff timelines, production estimates, service
requirements targets, equipment manuals
d) Market budgets, credit limits, procurement policies
e) Equipment SWOT analyses, sales records, competitor
analyses
 f) Finances asset register, maintenance records, supplier
catalogues, equipment specification manuals
g) Intellectual rosters, HR records, production schedules
property –

9. Which of the following are examples of stakeholders with whom you would discuss
research and analysis of resource requirements?
(Tick the correct answers)
a) Staff 
b) Managers of other departments
c) Customers 
d) Competitors 
e) Suppliers
f) Business advisers
g) Project management specialists
h) Legal advisers 

10. Which of the following are suitable forms of consultation with stakeholders?
(Tick the correct answers)
a) Advertising new job roles
b) Stakeholder meetings 
c) Interviews and one-on-one meetings 
d) Inducting new employees 
e) Team meetings and brainstorming sessions. 

11. An operational plan needs to outline the goal and objectives and how these are achieved.
Provisions would include:
(Tick the correct box indicating true or false)
True False

a) The operational plan is the overlying plan for how the business True
will carry out its operations.

b) The operational plan must take into account all of the goals of False
the business.

c) The operational plan will allow the different objectives to be True

tied in together, so that you will be able to adequately resource
and meet the objectives.
 d) Each objective needs to be outlined and addressed separately in
an operational plan to ensure it is attended to in detail. Tying True
objectives together will result in wasted resources.

e) Within the operational plan, you should construct an

implementation strategy or action plan for meeting the business True
objectives.

f) The implementation strategy will cover the resources that will

be needed to achieve the goals. True

g) Whatever options you choose, it is important to specify the

approaches you will take for achieving your goals. True

12. The following statements relating to dealing with underperforming staff are:
(Tick the correct box indicating true or false)
True False
a) Staff who are underperforming will never be a barrier to
meeting your operational objectives because underperformance True
indicates that the business has bigger problems and is badly
organised.
b) Staff who are underperforming are a barrier to meeting your
operational objectives. False

c) Underperformance may be identified by managers or

supervisors, or come to light through a formal performance True
evaluation.

d) The most common way underperformance is identified in the

workplace is by staff reporting on their colleagues’ deficiencies False
as they are in the best position to judge each other’s
performance.
e) Underperformance issues must be dealt with immediately as
they can have a dramatic impact on meeting budgets and True
project timelines.
f) Fair Work Australia has a Best Practice Guide to Managing
underperformance, which has a 5 step plan for managing True
underperformance.

13. Which of the following is part of the 5-step process for managing underperformance of
staff?
(Tick the correct answers)
a) Identify the problem 
b) Administer a verbal warning
c) Assess and analyse the problem 
 d) Meet with the employee to discuss the problem 
e) Administer a written warning
f) Jointly devise a solution 
g) Monitor performance 
h) Dismiss the employee

14. Examples of measurements which can be used to monitor objectives include:

(Tick the correct answers)

a) Record keeping 
b) Casual conversations
c) Tax reports
d) Meetings reports 
e) Reduction/increase in costs 
f) Periodic reporting 
g) Key performance indicators 
h) Compliance reports 

15. Multiple True or False

Indicate whether the following statements relating to identifying and managing risk for
each goal set out in an operational plan are true or false:
(Tick the correct box indicating true or false)
True False
a) By identifying the risks associated with the goals you Ture
have set, you will be able to determine the likelihood of
not achieving them and the impacts that would have.
b) You can use a standard risk assessment protocol to False
identify the dangers of not doing the particular aspects of
what you are attempting.
c) Risk assessment is only appropriate for WHS issues. True
d) Risk assessment is essential for each goal set at an True
operational and organisational level.
e) Understanding the risks associated with the plan will True
help you to identify potential problems and do something
about them.
f) Setting at least 5 contingencies for each identified risk True
will ensure successful operations.
16. The following are examples of strategies you can use when developing contingency
plans. Match each strategy with its definition.
a) Contracting if prices are too high for the quality required, then you
or outsourcing could use cheaper or lower quality products instead.
Make sure you area aware of the effect on the final
product
b) Changing if there are not enough available staff, or workload
product becomes too great then you might consider external staff
specifications on a short term basis
c) Diversification if the existing budget is not sufficient and other initiatives are
of outcomes not suitable then asking for additional funds can help get the
project completed

d) Adjusting resources may need to be adjusted or replaced if targets

procurement are not being met. A new piece of machinery might
strategies increase production enough to justify the financial outlay
e) Succession choosing existing staff to develop and promote can save
planning time and money involved in hiring and training people
and embedding them in the corporate culture
f) Seeking hiring, borrowing or using procurement means other
additional than purchasing can reduce the capital outlay required
funding and have a positive effect on cash flow
g) Increasing essentially a change in scope of the operational plan. If the
sales or outcomes absolutely cannot be achieved, then they might be
production able to be modified, rather than simply quitting

17. The following factors need to be considered when allocating human and physical
resources as part of operational planning:
(Tick the correct box indicating true or false)
True False
True
h) When allocating human resources you must always consider that
most people are working well below their actual capacity.

True
i) If someone is already working quickly and efficiently full-time, then
it is not possible for them to simply do more than they are already
doing.

False
j) Human resources need to be organised so that tasks can be
achieved and are done to the required standard by the right people.
 True
k) Introducing new tasks can be an opportunity for professional
growth and increasing company loyalty.

True
l) In today’s fast paced work environment any new tasks should be
allocated and implemented swiftly regardless of existing workloads.
Once implemented workloads can be reviewed annually.

True
m) You must use your existing physical resources to their best
advantage before you decide to bring in new resources.

True
n) Modifying the timetabling for usage of physical resources is never
as effective as purchasing a second item.

18. Indicate whether the following statements relating to documentation are true or false.
(Tick the correct box indicating true or false)
True False
a) New procedures, systems, processes and protocols will need to True
be clearly explained to the operational staff.
b) If staff do not understand how to use the new systems then False
there will be no benefit from introducing them.
c) Creating documentation associated with the operation, such as True
new SOPs, can help the change process.
d) SOPs should only be used for inductions. True
e) Education and communication are important in managing True
change, so these principles have to be followed.
f) SOPs should be coupled with training in the new procedures, True
equipment or products.

19. What is the purpose of an action plan when developing an operational plan? Which
details should be included in an action plan?
(Tick the correct box indicating true or false)
True False
 True
a) One of the most important aspects of writing the
operational plan is to ensure that the set objectives can
be met.

False
b) You need to be able to implement the procedures and
actions that will allow you to achieve your long-term
goals.

True
c) Creating action plans can help to specify the steps that
should be followed in order to achieve the objectives.

True
d) Your action plans should entail what is to be done, who is
to do it and when it is to be done by.

True
e) The action plans should enable you to fix milestones on
the pathway to achieving the goals.

True
f) Essentially the action plan should be the first document
that is developed before the operational planning process
occurs.

20. Indicate whether the following statements relating to key performance indicators are
true or false:
(Tick the correct box indicating true or false)
True False
a) KPIs are used to measure the progress of components of an True
operational plan against the goals.

b) KPIs should be set so that if goals change, the criteria and False
measurements do not have to change.

c) The criteria may be set internally or they may be industry True

benchmarks.

d) KPIs should be created during the development process of the True

operational plan.

e) KPIs must be relevant to the operational plan so that it can be True

measured effectively.
21. Indicate whether the following statements relating to completing projects on time are
true or false.
Tick the correct box indicating true or false)
True False
a) If you are in charge of implementing a plan then it is your True
responsibility to ensure that the plan is implemented within the
specified timeframe.
b) Implementing the plan within the specified timeframe requires True
managing your staff, contractors and suppliers.
c) You will need good time management, people management and True
project management skills to complete projects on time.
d) For you to assess the progress of a project, you need to know True
what the time limits are and how close you are to meeting
them.
e) You should start planning by breaking the project down into True
separate components and setting a due date for each
component.

22. Indicate whether the following sentences relating to meeting projects on budget are true
or false:

(Tick the correct box indicating true or false)

True False
a) When budgeting for a plan it is important to incorporate all the True
foreseeable expenses associated with implementing the plan.

b) It is also customary to budget an amount of money for True

unforeseen expenses.

c) The contingency amount for unforeseen expenses usually False

comprises 30% of the total budget.

d) Particularly with large plans, such as building extensions and True

renovations, the contingency amount can become important.

e) Unexpected delays and changes from quoted amounts can True

quickly result in extra costs.

23. The following key principles for people management should be considered as part of the
operational planning processes:

(Tick the correct box indicating true or false)

True False
 a) One of the key aspects of people management is to make True
people feel that they are part of the process.
b) Giving people ownership of a problem, process, idea or solution False
will likely disrupt planning processes and should therefore be
avoided.
c) Informing staff of any changes, modifications or updates that True
will affect them is necessary to let them feel part of it.
d) Involving staff is an ongoing process and should be considered True
over the medium- to long-term as well as the short-term.
e) Having asked for their input in the planning stages, you should True
also ask them for feedback as the plan is being implemented
and monitored.
f) The staff who are carrying out the new operations will be best True
placed to determine any problems or issues associated with it.
g) If there are any additional resources that are required for the True
successful implementation of a new plan, then you should
provide them.

24. Which of the following are benefits to a company for offering mentoring and coaching
programs?
(Tick the correct answers)
a) Retain and develop your best performers 
b) There is no need to do additional safety or WHS
training
c) Improve efficiency, performance, motivation and 
morale of staff
d) Instil company values and attitudes in new staff 

e) Create a culture of development, professionalism and 

growth
f) Improve safety awareness and efficient use of 
existing resources
g) A quick staff turnover does not matter because you
can train staff quicker

25. Indicate whether the following statements relating to approval of the operating plan are
true or false.

(Tick the correct box indicating true or false)

 True False
a) Once your operational plan is complete it must be approved by True
management before being implemented.
b) The approval process acts as both a quality control procedure False
and a review against budget.
c) Good operational planning relies on employing lots of people on True
large salaries.
d) If your operational plan relies on the purchase of new True
equipment, this must be budgeted for.
e) You should always check and follow your company’s policy in True
regards to the operating plan approval process.

26. Which of the following are examples of monitoring methods to ensure the work is
proceeding on time, within budget and being conducted safely?

(Tick the correct answers)

a) Inviting feedback from your suppliers on your performance.

b) A simple checklist along with regular inspections. 

c) Reporting processes for incidents, injuries or damages. 

d) Risk assessment documented and processes.

e) Using a Gantt chart to ensure goals are being met in the planning stages. 
f) Timing sheets –to see when certain personnel are expected and to review their 
progress.
g) Reviewing contracts – ensuring KPIs are met and specified products and services 
delivered.
h) Communication – record communication where possible and note the date, 
time, any important points and agreements made.

27. The following factors should be considered when evaluating the planning for an
operational plan:
(Tick the correct answers)
a) Communication 

b) Staff education
 
c) Contingency management

d) Operational efficiency

e) Redundancies


f) Profitability

g) Resource efficiency

28. Indicate whether the following statements relating to profitability are true or false.
(Tick the correct box indicating true or false)
True False
a) You should review your operational plan against actual financial True
data on a regular basis.
b) Checking reports such as profit and loss, cash flow forecast,
income vs expenditure and payroll liabilities can give you an True
insight into whether the company is meeting its operational
objectives.
c) During large projects checking invoices from suppliers and labor True
hire companies is crucial.
d) The end of a large project is the best time to make sure you are False
being invoiced correctly, and that you are meeting budget.

29. Indicate whether the following statements relating to variances are true or false.
(Tick the correct box indicating true or false)
True False
a) Variances often occur from an increase in material. True
b) Errors in the budgeting plan rarely cause variances. True
c) It is important to report any variances to owners, managers and True
other upper level stakeholders as soon as possible.
d) Reporting variances early allows for alterations to the False
operational plan and budgets.
e) By communicating variances with other stakeholders you may True
find a new solution which doesn’t result in the project going
over budget.

30. Which of the following are examples of alternative resource usage, efficiency and waste
programs you should investigate when creating your operational plan?
(Tick the correct answers)
 a) Set and monitor targets on water and energy use 

b) Implement technology to help track your levels of recycling 

and waste
c) Get your waste collected more often
d) Engage employees to embrace new sustainability practices 

e) Train your supervisors and managers on how to manage a 

greener business
f) Contact government departments and ask about funding and 
other helpful initiatives.

31. Indicate whether the following statements relating to the planning cycle are true or
false:
(Tick the correct box indicating true or false)
True False

a) In the TH&E industry, successful businesses strive to be True

the best in their niche and to do this they use continuous
improvement.

b) Continuous improvement involves planning for new False

operations, implementing those plans and then reviewing
them to see how successful they are.
False
c) The planning cycle should be reviewed every 3 years.

d) This planning cycle is important, as otherwise you will True

not be able to keep up with industry trends and customer
needs and expectations.

e) By adding a reviewing phase to the end of the operational True

planning you can determine whether you need to initiate
further planning.
f) The feedback loop is very important as the effectiveness of all True
components needs to be reassessed continuously.
32. Indicate whether the following statements relating to intellectual property are true or
false:
(Tick the correct box indicating true or false)
True False
a) When dealing with intellectual property you must ensure you True
have appropriate permissions to use the material.
b) Permission is not required to use music or images marked with False
“copyright”.
c) Permission may be required to use copyrighted images or True
music; patented processes or machinery; software licenses or
trademarked brand items.
d) You may need to pay a fee for use, ask permission for use, or True
provide appropriate references when using items.
e) Items in the public domain or marked as “creative commons” True
require a small fee to use.
Assessment – 5 – Checkpoints

BSBMGT517 Manage operational plan

Q1. What is the purpose of business plans and strategic plans? How do they differ from
operational plans?

A business plan is used by the companies that are trying to attract employees for new business, and
simply to understand how to manage their companies better.

A strategic plan is a plan that gives you a space to record your long-term goals and the action plans,
you’ll use to reach them.

Operational Plan is defined as a plan prepared by a component of the company that clearly
describes actions it will take to help the strategic objectives and plans of upper management.

Q2. How do changes in work practices, procedures and systems affect operations and staff?

1. When there are changes in work practices, policies, procedures, and systems can affect
employees to become customary to new ways of doing job tasks.
2. When there are changes in the work practices, procedures, and systems, it’s not to expect
organizational performance to be impacted until employees become familiar with new
practices

Q3. List 5 examples of items you may include in an induction pack:

6) Notepad to write down important points

7) Tour of the office
8) Introduction with each employee
9) Mentor
10) Ask fields of interest

Q4. Once the overall objective has been determined, you will need to break that down into
smaller, more specific milestones and goals which should follow the SMART rule. List what
SMART stands for:

S- Specific
M- Measurable
A- Attainable
R- Realistic
T- Timely

Q5. How does offering mentoring and coaching programs benefit staff? List 5 examples:

1. Mentoring and coaching programs can help in adapting to the environment of the company.
2. Mentoring and coaching programs can help employees to grow within the company.
3. Mentoring and coaching programs can provide a mentor to every new employee to help them
settle down in the company.
4. Mentoring and coaching programs can help to understand employees their job duties and
responsibilities.
5. Mentoring and coaching programs encourage employees to give their best to the company.
6. Mentoring and coaching programs can help an employee to make a better connection.