2 - BSBINN601 (SV) Lead and Manage Organizational Change

BSB60215 – Dec 2016
BSB61015 – Dec 2016
Student Name:
Student ID:
Assessment Resource Summary

U – 2 BSBINN601 – Lead and manage
Unit Details
organizational change
This is a summative assessment, which requires

Assessment Type each student to have adequate practice prior to
undertaking this assessment
Case Study Assessment 1,2 & 3
Change Management
Project Plan and Assessment 2
Assessment Methods Presentation
Information Session Assessment 3
Written Assessment Assessment 4
Version: 2.0 ©Gen Institute Pty Ltd Page 1 of 51

Assessment Resource | BSBINN601
Unit Summary
This unit describes the performance outcomes, skills and knowledge required to determine
strategic change requirements and opportunities; and to develop, implement and evaluate change
management strategies.
This unit applies to managers with responsibilities that extend across the organization or across
significant parts of a large organization. They may have a dedicated role in human resources
management, human resources development, or work in a strategic policy or planning area. The
unit takes a structured approach to change management and applies to people with considerable
work experience and organizational knowledge.
Prerequisite Units
There are no recommended pre-requisite units for this competency.
Possible Co-requisite Units
Competence in this unit may be assessed in conjunction with other units which together form part of a
holistic work role.
Version History
Version Number Date Reason for Rev Who Approved By
1.0 Mar 2016 New Course CEO
2.0 Dec 2016 Rectification after audit CEO
This Document is an intellectual property of Gen Institute Pty. Ltd. All rights reserved; no part of this publication may be reproduced by any
means for use outside Gen, without the prior written permission of Gen Institute Pty Ltd.

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ASSESSMENT COVERSHEET
This form is to be completed by the assessor and used as a final record of student competency. All student submissions including any
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entered onto the Student Database unless all relevant paperwork is completed and attached to this form.
Student Name: Student ID:
Unit Code & Title BSBINN601 – Lead and manage organizational change
Subsequent
First submission
Submission
Result
Please attach the following documentation to this form S = Satisfactory
NS = Not Satisfactory
NA = Not Assessed
S | NYS | NA
Assessment 1  Case study
 Change Management Project Plan and S | NYS | NA

Assessment 2
Presentation
S | NYS | NA
Assessment 3  Case study & Information session
S | NYS | NA
Assessment 4  Written Assessment
Final Assessment Result for this unit

(Student will be assessed as being competent
only upon satisfactory completion of all the
 Competent  Not Yet Competent
above mentioned assessments)
The Evidence provided is:
 Valid  Sufficient  Authentic  Current

Student Declaration:
To the best of my/our belief, no part of this assessment has been copied / written for me/us by any other person
except where such collaboration has been authorised by the Assessor concerned and where acknowledgement
is made in the text. No part of this assessment has been previously submitted as an assessable item.
Student’s Signature Date:_______/_______/_______

Feedback to Student
Assessor: I declare that I have conducted a Signature:

fair, valid, reliable and flexible assessment with this
student, and I have provided appropriate feedback.
Date: _______/_______/_______
Administrative use only
Entered onto Student ____________________________

Management Database Date Initials

ASSESSMENT 1 – STUDENT INFORMATION
Instructions for Students:
Whilst writing your assessment it is important to:
• Read the Assessment description carefully.

• Assessment should be in a Word format.
• Acknowledge clearly when and how you are drawing on the ideas or phrases of others;
• Consult your trainer/assessor when you are unsure about how to acknowledge the contributions of
others to your thought and writing.
• Read the Plagiarism policy and procedure carefully to understand the consequences that you could
face if your work is plagiarized.
• Seek clarification regarding the assessment required to be done.
• Ask for reasonable time from Assessor for preparation of project or Assessment.
• Seek information on additional reading material and reference for completion of the assessments.
• If you have any special needs seek assistance from Assessors depending upon the nature of the
need.
• Submit this document – assessment tool along with your assessment.

Assessment 1 – Case Study - Identify change requirements and opportunities
Performance objective
You will demonstrate the skills and knowledge required to identify change requirements for an
organisation
Assessment description
Using the scenario information supplied in the appendix and the simulated business information about
fast track couriers that will be supplied to you by your assessor, you will identify strategic change
needs, review existing policy, monitor trends in the external environment that impact on an
organisation’s objectives, identify operational change objectives, prioritise change requirements and
consult experts or specialists to assist in identification of change requirements and opportunities. You
will then write a report to management outlining the change requirements.
Instructions for assessment

1. Review the scenario information provided (in the appendix of this task and in the learner guide)
for Fast Track Couriers.
2. Prepare to write a report on change requirements for Fast Track Couriers by following steps 3–10
below.
3. Analyse the organisational objectives provided in the scenario to identify the change
requirements for fast track couriers:
a. Identify 2 requirements for change
b. Prepare an explanation of how your identified change needs link to the organisation’s
strategic plan goal/s.
4. Review the organisation’s current state to understand how the current policies, practices and
operations deliver against the organisation’s strategic goals. Fast Track Couriers’ policies will be
provided to you by your Assessor in a separate document. For each policy, explain how it
supports or doesn’t support the achievement of the company’s strategic goals.
5. Review the organisation’s performance against objectives with regards to its:
a. People
b. Processes
c. Technology
d. Structure
6. Monitor external trends to identify events or trends which may impact on the achievement of the
organisation’s strategic plan goals:
a. Identify two external trends using PESTEL analysis
b. Develop an explanation of how the trends currently impact or will impact organisational
objectives
7. Identify major operational change requirements that may be due to:
a. Performance gaps
b. Business opportunities
c. Threats
d. Management decisions.
8. Identify specialists to be consulted to assist with identifying change needs:
a. Identify specialists you will engage to help identify change requirements and be prepared to
explain your reasons for engaging these specialists
b. Identify what consulting model you would adopt to engage the specialists and be prepared
to explain why you would use this model.
9. Arrange a time to meet with your assessor to discuss the change management requirements and
opportunities you have identified. Assume your assessor is a specialist/expert of the kind you
have identified in step 7.
Your Assessor will use Observation Checklist One to record your performance in this task. Please
review Observation Checklist One before your meeting so you know what is expected of you
10. Identify the managers that need to be informed about the changes. Prepare a plan that identifies
who, when and how these stakeholders (managers) will be engaged to review and prioritise
change requirements.
11. Arrange a time to meet with your assessor to review the changes you propose and to help you
prioritise changes. Suggest and justify the priority you have assigned to each change you
recommend.Assume your assessor is one of the managers you have identified.
Your Assessor will use Observation ChecklistTwo to record your performance in this task. Please
review Observation Checklist Two before your meeting so you know what is expected of you
12. Prepare an approximately 1000 word report detailing change requirements for the organisation.
Include all of the information you identified and the explanations that you prepared in steps 3–10.
13. Submit all documents to your assessor as per the specifications below. Ensure you keep a copy
of all work submitted for your records.
Submission should include: -
You must provide:
● One report detailing change requirements for the simulated organisation as mentioned above
● Evidence of consultation with specialist & General Manager (Assessor) in the form of meeting
minutes
Your assessor will be looking for:
● Approximately 1000 word report including all information identified in the procedure above
● how you use problem-solving skills to identify and analyse issues or barriers, and develop
responses
● how you develop and incorporate new ideas into your report on change requirements
● planning skills to organise engagement with manager stakeholders and implement activities to
achieve priorities and outcomes
● verbal communication skills to describe, support, and negotiate change requirements and
priorities with stakeholders.

Appendix - 1
Fast Track Couriers Pty Ltd
Task
It is the end of the 2015 financial year. You are an external change management consultant employed
by Fast Track Couriers. You have been asked by the General Manager to prepare a report to identify
opportunities and requirements for change for the organisation in the coming year.
You have been given some information about the organisation and the organisation’s strategic goals.
Specific operational and human resources goals were developed to support the strategic goals.
The strategic goals were developed as a result of external market research indicating an opportunity for
Fast Track Couriers to build market share in Sydney. The business has the opportunity to increase
Sydney market share by 7.5% on the back of increased efficiency and shorter delivery times from larger
truck fleet and improved distribution systems.
You have also been given some information about employees and some background information
regarding the organisation’s workforce relations.
Before submitting the final report, you will need to review your proposed changes with all relevant
manager stakeholders. The General Manager is very concerned about identifying change requirements
in close consultation with key management stakeholders within the organisation in order to ensure the
least resistance to implementation.
About Fast Track Couriers

Fast Track Couriers is a courier company that has been operating in New South Wales for the last 15
years. Its primary business function is delivering medium to large size packages across metropolitan
Sydney.
Strategic plan goals

The organisation’s strategic goals are:
● to expand business in the metropolitan area so that small to medium package deliveries market
share increases by 7.5%
● to develop an integrated approach to distribution management, utilising technology such as PDA
devices and GPS
● to develop and maintain a cohesive and well-motivated workforce.
Strategic goals are supported by the following operational and human resources goals.
Operational plan goals

● Testing of the distribution management system is to cease and allow implementation within the
first quarter of the 2016 financial year.
● The truck fleet will need to be expanded by 8 trucks within the 2016 financial year.
Human resources goals

● Incorporating a Human Resources function to facilitate the changes in workforce management in
the first quarter of the2016 financial year.
● Introducing professional development and training to achieve organisational goals and promote
understanding of organisation’s strategic goals in the first quarter of thefinancial year.

● Eliminating industrial relations problems in the financial year. Concluding negotiations with
employees and union.
● Eliminating lifting injuries.
Employee profile
Fast Track Couriers employs the following people.
● General Manager (GM) – Generally on the road; never in office.
● Chief Financial Officer (CFO) – Reports to GM and keeps office hours; 9–5, Mon–Fri.
● Accountant – Reports to CFO and keeps office hours; 9–5,Mon–Fri.
● Truck drivers (x20) – Report to office.
● Office team manager – Reports to GM and keeps office hours;9–5, Mon–Fri.
● Office team members (x5) – Perform administrative, sales, customer relationship management
duties. Monitor truck drivers and handle enquiries. Report to office team manager.
Head office employees

● Covered under individual contracts.
● Salary range is $32,000–$75,000 annum.
● Small team of mainly female employees, ranging in age.
● Lots of opportunity to participate in learning and development programs due to management
support; however little desire to participate.
● High employee engagement scores. Employees cite team work and opportunities as motivating
factors affecting the business success.
Drivers
● Covered by an award.
● Salary $45,000 per annum.
● Heavily unionised.
● Employee demographics: all male employees aged 25–65.
● Little opportunity to participate in learning and development programs due to being on the road;
however, little to no interest in participating in development opportunities.
● Large number of workplace injuries due to heavy lifting.
● Low employee engagement scores. Drivers cite pay as an issue.
● Currently experiencing low turnover.
● History of industrial disputes regarding pay and previous change initiatives.

Background to workforce management and relations

The company communicates with employees via email for head office employees, and a printed
monthly newsletter for drivers. The company provides information regarding policies and procedures
through documented manuals that are held in each truck as an employee manual. Office-based staff
can access copies of these manuals at the office.
All trucks are fitted with a GPS system to assist drivers with navigating to each pick-up and drop-off
location. Trucks are also assigned a PDA that provides drivers with the details of each pick-up and
drop-off, and records when a job starts and finishes. The data from this device is sent back to head
office to monitor job progress but is not used to complete productivity reporting. When this device was
introduced, drivers were not happy, as they felt the organisation was saying that it did not trust the
drivers to manually record the time spent on each job. Many of the drivers also resented having to learn
how to use the device and thought it was a waste of time.
Head office employees work very closely together and are a very cohesive and motivated team. They
are positive about the organisation’s direction and respond well to change.
Drivers have historically reacted negatively to change. Change implemented in the past has met with
resistance and was therefore difficult to implement. Drivers have in the past done their best to block any
changes from being implemented, even going to the lengths of threatening strike action and having the
union involved to assist with resolving the issue.
Fast Track Couriers currently allocates two drivers per truck to ensure that drivers are able to load and
unload heavy packages. The strategy going forward is to remove the need for having two drivers per
truck by installing an automatic lift gate on the back of each gate at a cost of $10,000 per truck. This will
mean that only one driver is needed per truck as no heavy lifting will be required.
It is Fast Track Couriers’ intention to use these surplus drivers to drive the new trucks that will be
purchased to enable the company to extend its services to regional NSW.
Drivers are currently happy with the work environment, as they enjoy working as part of a two-man
team. The organisation typically leaves the drivers alone and lets them do their job as this is what
seems to make them happy. Management has tried in the past to have drivers participate in
organisational activities. These activities were not received positively and the drivers complained and
asked not to be involved. The drivers’ view is that their preferred team is their two-man driver team and
they only see the benefits of that specific working arrangement. There is a high value placed on
communication with trucking team members.


need.
Instructions for Presentation

• Know your topic; read background information; talk to your Assessor.
• Be prepared to answer questions
• Organize your slides
• Make each of your slides clear and readable
• Do not read your talk or memorize it.
• Know as much about your subject area as possible
• Use appropriate language and non-verbal features to explain and present information
• Make sure you use active listening and questioning to elicit feedback.
• Your trainer will give you some feedback after your performance. Listen and take notes if required.

Assessment 2 – Develop change management strategy
You will demonstrate the skills and knowledge required to develop a change management strategy.
Using the scenario information supplied, you will undertake a cost–benefit analysis for high-priority
change requirements, undertake a risk analysis, identify barriers, and develop mitigation strategies.
You will develop a change management project plan, assign resources and develop a reporting
process. You will then present your analysis and project plan to management for approval.
Instructions for Assessment

1. Review the simulated workplace information for Fast Track Couriers.
2. Develop a change management strategy for Fast Track, which you will present to management
(your assessor) for approval, by following steps 3–10 below.
3. Identify change goals and specify:
a. Who/what is impacted
b. How they are impacted
c. When the impacts will be realised.
4. Identify the change goals you have identified are related to the organisation’s strategic goals.
5. Undertake a cost-benefit analysis of the change requirements. Include:
a. The change requirements
b. The costs of changes
c. Risks
d. The possible benefits of each change
e. Assessment of the benefits against the costs and risks
f. Categorised changes:
i. Feasible (F)
ii. Maybe feasible (MF)
iii. Not feasible (NF).
6. Undertake a risk analysis of the change requirements:
a. Identify the risks and barriers
b. Analyse and evaluate the risks and barriers
c. Identify mitigation strategy.
7. Develop a change management project plan. In order to justify your plan, include a brief
explanation of the change management theory/methodology followed to embed change. Your
plan must reflect theory and you must be prepared to explain to management how key elements

of your plan, such as stakeholder management, communication, and education/training plans,

show elements of a particular theory.
8. Include the following components in your plan.
a. Stakeholder management.
i. Identify key stakeholders and roles.
ii. Identify commitment level.
iii. Identify concerns/issues (and how these will be addressed).
iv. Develop consultation methods for engaging identified stakeholders.
b. Communication plan:
i. Audience
ii. Message
iii. When this communication will occur
iv. How the message will be communicated (e.g. Email, face to face, newsletter)
v. Person responsible.
c. Education/training plan:
i. Participants
ii. The skills the training will provide
iii. When the training will occur
iv. How the training will be delivered (e.g. Classroom, online, on-the-job)
v. Person responsible.
9. Your project plan should also include a measuring/reporting strategy. Measurement and reporting
strategy should include:
a. How you will measure success
b. How you have reached agreement for reporting protocols with managers including:
i. Who the relevant managers are
ii. Who will submit information for reporting
iii. Who will produce the report
c. How you will report success including:
i. format of reports
ii. when reports will be produced (weekly, fortnightly, monthly)
iii. who will receive a copy of the report.
10. Finally, your project plan should also include a list of resources (tools, supplies, etc.)
11. Arrange a time with your Assessor to deliver a formal presentation (using PowerPoint) to
management (your assessor) to gain approval for your change management strategy. Your
assessor will approve your strategy based on your completion of this assessment task and

satisfaction of specifications below. At the end of your presentation, ensure you ask for
authorisation to implement your strategy.
Your Assessor will use Observation Checklist Three to record your performance in this task. Please
review Observation Checklist Three before your presentationso you know what is expected of you.
12. Submit all documents to your assessor as per the specifications below. Ensure you keep a copy
of all work submitted for your records.
Submission should include:

You must present and then submit copy of:
● One PowerPoint presentation
● Change management project plan outlining the above components (1000 words approximately)
Your assessor will be looking for you to:

● Explain the change management process or cycle and outline strategies for communicating and
embedding that change
● Explain components of the change management project plan
● Explain specific organisational requirements
● Outline potential barriers to change
● Demonstrate leadership skills to gain acceptance of plan and gain trust
● Demonstrate planning and organising skills
● Utilise problem-solving skills to identify and respond to barriers to change and analyse risks
● Use verbal communication skills to describe and promote change

management plan.
Resources required for this assessment include:

• Whiteboard/flip charts
• Butchers’ paper
• Markers and pens
• Access to a computer
• Access to the internet
• Access to MS Office applications
• Access to projector
• Access to a printer
• Activity handouts
Appendix - 2
Task: Fast Track Couriers Pty Ltd
It is the end of the 2015 financial year. You are an external change management consultant employed
by Fast Track Couriers. You have been asked by the General Manager to develop a change
management strategy and present the strategy to management for approval.
Management has identified the following high-priority change requirements.
● Goal A: Implement PDA/GPS usage (productivity function) on truck fleet in the first quarter of the
2016 financial year.
● Goal B: Implement one person per truck policy using automatic lift gates in the first quarter of the
financial year.
Achievement of these goals should increase net profit in the next financial year by $200,000 due to
increased efficiencies and increased business.
Goal A is essential to the business to ensure(in priority order):
1. Most efficient use of resources to cover market needs. Management will look at more than the
raw hours spent on job, and consider all factors such as job difficulty, traffic conditions, etc., in
order to optimise fleet usage
2. Job performance measurement for training needs
3. Recognition of outstanding performance (bonuses for exceeding targets; advancement/leadership
opportunities).
Goal B is essential to the business to ensure:

● Most efficient use of resources to cover market needs
● Reduced need to hire external truckers; use of present employees as much as possible
● Reduced possibility of lifting injury.
The change management strategy, once approved by the General Manager, should be implemented
immediately.

People/structure
Fast Track Couriers has implemented and recruited the people required to fill the roles in the
following organisational structure:
General
manager/CFO
Human Resources
manager
Sales manager Trucking manager Office manager
Sales team (3) Trucking team (20) Accountant
Administrative
support/reception
Managerial duties/role description

General manager/CFO Oversees company; approves major business
decisions such as strategic goals, change
management initiatives; reports to board of
directors; prepares financial reports.
HR manager Oversees and implements change management
programs; collect feedback, assessment results,
and all other data regarding change
management; provides report to the General
Manager on implementation of major changes;
oversees recruitment.
Sales manager Coordinates sales team; provides sales team
training; manages performance of sales team.
Trucking/operations Coordinates activities of trucking team; manages
manager performance of trucking team; compiles
productivity reports; manages operations,
authorises purchasing of operational equipment,
etc.
Office manager Coordinates activities of accountant and
administrative support. Authorises payroll.

Resourcing/budget
The budget for implementing the change strategy (excluding cost of new trucks, technology and lift
gates, lost productivity from truckers) is $25,000. Overruns must be approved by General Manager.
You will be employed for two weeks full-time (40 hrs/week) and 8 hours a week until end of the first
quarter.
Resources:
The following resources are available for your use:
Resource Cost Availability

Project $100/hour Length of project, as needed
analyst/manager
(you).
Trucking manager – Length of project, as needed
(Bob Rogers).
Sales team member – Length of project, as needed
with high-level oral
and written
communication skills
to assist new Human
Resources manager
(Jessica Smith).
New Human –
Resources
manager(Peggy
Anderson).
PDA/GPS $150/hour Length of project, as needed
trainer(Jack
MacDonald).
Lift gates trainer (Erin $150/hour Length of project, as needed
Mitchell).
Head office training – 2nd week of July only
rooms equipped with
training supplies for
five participants.
PDA/GPS device, – Length of project, as needed
based at office.
One new truck with – Length of project, as needed
tailgate based at
office
Other resources must be requested for approval by General Manager.

Education/training
2016 financial year. Requires a half-day training session.
financial year. Requires a half-day training session.
Project management reporting

The General Manager would like you to report to her on a daily basis in the initial week of the project,
and then weekly until the end of the first quarter. The HR manager should receive a copy of this report.
Template
Fast Track Couriers policy mandates the use of the following project management template.
● Green: completed
● Amber: in progress
● Red: not completed.
Reporting element Measures Status
Change goal
Delivery of project Overall status:

activities as per project
plan for each stream
People
Project management
Process
Technology
Structure
Stakeholders engaged
Stakeholder management and comfortable with
current position
Communication plan
Communication
activities on schedule


Education plan activities
Education
on schedule
Project budget on track

Cost benefits
Cost benefits on track to
be realised
Risk management plan
Risk management
effectively managing risk

Background information: Fast Track

Couriers Pty Ltd

Fast Track Couriers is a courier company that has been operating in New South Wales for the
last 15 years. Its primary business function is delivering medium to large size packages across
metropolitan Sydney.

share increases by 7.5%.
● to expand the business to include small and medium package deliveries to regional NSW.
● to develop an integrated approach to distribution management utilising technology such as PDA

devices and GPS.

● Small distribution hubs will be positioned at Maitland, Goulburn, Nowra and Bathurst, each
manned by two employees within the next eighteen months.
● Fast Track Couriers will complete 20% of deliveries to regional locations in the next three years.

the first quarter of the 2016 financial year.
understanding of organisation’s strategic goals in the first quarter of the financial year.

Employee profile (pre-changes)

Fast Track Couriers employs the following people:
● General manager (GM) – Generally on the road; never in office.
● Chief financial officer (CFO) – Reports to GM and keeps office hours; 9–5, Mon–Fri.
● Accountant – Reports to CFO and keeps office hours; 9–5, Mon–Fri.
● Truck drivers (x20) – Report to office.
● Office team manager – Reports to GM and keeps office hours; 9–5, Mon–Fri.
● Office team members (x5) – Perform administrative, sales, customer relationship management
duties. Monitor truck drivers and handle enquiries. Report to office team manager.
Head office employees

● Covered under individual contracts.
● Salary range is $32,000–$75,000 annum.
● Small team of mainly female employees, ranging in age.
● Lots of opportunity to participate in learning and development programs due to management

support; however little desire to participate.
● High employee engagement scores. Employees cite team work and opportunities as motivating
factors affecting the business success.
Drivers
● Covered by an award.
● Salary $45,000 per annum.
● Heavily unionised.
● Employee demographics are all male employees aged 25–65.
● Little opportunity to participate in learning and development programs due to being on the road;
however, little to no interest in participating in development opportunities.
● Large number of workplace injuries due to heavy lifting.
● Low employee engagement scores. Drivers cite pay as an issue.
● Currently experiencing low turnover.
● History of industrial disputes regarding pay and previous change initiatives.


drop-off and records when a job starts and finishes. The data from this device is sent back to head
Note: About Fast Track Couriers Pty Ltd and background to workforce management and relations,
please review Appendix 1 in Assessment 1.


• About Fast Track Couriers Pty Ltd and background to workforce management and relations,
Appendix 1 in Assessment 1
need.

Assessment – 3 – Implement change management strategy
You will demonstrate the skills and knowledge required to implement change management strategy.
Using the scenario information supplied, you will conduct an implementation review. You will then
consult with a union representative and General Manager to receive input and develop a revised
communication plan. You will action the revised plan by delivering a 15 – 20 minute information session
to employees. Finally, you will consider making final revisions to the communications plan and overall
project plan and seek approval from the General Manager.
Instructions for Assessment

1. Review the simulated workplace information for Fast Track Couriers.
2. Following the communications plan provided in Appendix 4, develop a survey to gather feedback
from employees.
3. Arrange a time to meet with or telephone your Assessor who will play the role of a union
representative to receive and discuss the results of the survey. Anticipate possible resistance by
this stakeholder and promote your plans to gain acceptance. Ask for additional input to help you
revise your change management communications strategy. Submit a summary of the discussion
as evidence that you have completed this task.
4. Draft revised communications plan and overall project plan (from Assessment Task 2) in
consideration of barriers identified through consultation process (with your assessor acting as a
union representative) and those identified in risk analysis provided in Appendix 3. Highlight
strategic elements in your plan that you will deploy to gain trust and acceptance of change.
Ensure you consider the needs of all stakeholders to gain support for planned changes.
5. Arrange a time to meet with of telephone your Assessor who will play the role of the General
Manager discuss ideas for revised communications plan and overall project plan based on
feedback.
a. Discuss the needs of all stakeholders.
b. Discuss creative technique, activity or tactic you will use to gain trust and acceptance in the
15–20 minute information session you will deliver.
c. Ensure you anticipate possible resistance by this stakeholder and promote your plans to
gain acceptance.
d. Submit a summary of the discussion as evidence you have completed this task.
6. Develop a plan for a 15–20 minute information session for truckers. Include an outline of what
activities you will be doing, how long you will be doing them, and how the activity will achieve the
goal of employee acceptance of change process. Ensure you anticipate possible resistance from
these stakeholders and plan to overcome resistance.
7. Arrange a time with your Assessor to deliver your planned session to employees (classmates or
other Gen Institute staff). Ensure you take a consultative approach to the session and invite
participation, questions, input, etc. and ensure you incorporate a creative technique, activity or
tactic in the session.

Your Assessor will use Observation Checklist Four to record your performance in this task.
Please review Observation Checklist Four before this task so you know what is expected of you.
8. Make final revisions to your communications and overall project plans based on feedback and
consultation (save these as separate documents to previous drafts). You may need to consider
changes to communication activities, training activities, and rollout of changes. Consult with GM
(assessor) to ensure changes are approved. Submit record of consultation.
Submit all documents to your assessor as per the specifications below. Ensure you keep a copy of all
work submitted for your records.
Submission should include:

You must submit copies of:
● Survey
● Drafts of communications and overall project plans to indicate review of plans (including
highlighted strategic element/s)
● Planning and support documents for your 15–20 minute information session (such as a plan for
the session, handouts, and a creative activity for gaining trust and acceptance of change process)
● Records of consultations with the Union Rep and GM (assessor)
Your assessor will be looking for:
● Explain the change management process
● Outline components of the change management project plan
● Demonstrate knowledge of specific organisational requirements from the scenario
● Outline potential barriers to change from the scenario
● Describe a range of techniques for embedding change and gaining trust
● Demonstrate leadership skills to gain acceptance of plan and gain trust
● Provide innovation skills to develop creative ways of getting people to

accept change
● Demonstrate planning and organising skills
● Demonstrate problem-solving skills to respond to barriers to change
● Develop project management skills to implement change management strategy
● Demonstrate teamwork skills to consult with relevant groups for input
● Use verbal communication skills to describe and promote change

management plan.
Resources required for presentation and information session include:

• Break out areas or tables set up for group activities
• Whiteboard/flip charts
• Butchers’ paper, markers and pens
• Access to a computer, internet, project and printer
• Access to MS office applications
Appendix 1: Task – Fast Track Couriers

Pty Ltd
It is the end of the financial year and one month into the implementation of a change management
strategy. You are hearing that the implementation has not achieved the employee’s trust,
understanding and support that you expected, which is essential for success, particularly among truck
drivers.
You are an external change management consultant employed by Fast Track Couriers to revise the
communications strategy. You have been asked by the General Manager to develop and deliver an
innovative and more effective communications plan.
Following the communications plan (provided in Appendix 4), you will need to evaluate the
management of truck drivers through the change management process. Develop a survey to gauge
trucker opinion on the following ten dimensions of employee satisfaction.
Dimension Description
Training Is it adequate for role?
Role clarity Are roles and responsibilities clear?
Trust Do employees trust the change management (CM) process
and management?
Evaluation Is performance fairly measured?
Leadership Is leadership adequate and does it inspire confidence?
Communication Is communication clear and two-way?
Procedures Are there clear and effective procedures to follow?
Recognition Is performance recognised?
Diversity Are individual differences valued and appreciated by Fast
Track Couriers?
Teamwork Is teamwork encouraged and promoted?
Once you have completed the survey, meet with the union representative (assessor) to discuss results
and get additional input.
Draft a revised communications plan to conform to the identified risks in the risk management analysis.
After you have gathered input, meet with the General Manager (assessor) to discuss your suggested
revision of the communications plan.
You will then need to implement the revised plan. Part of the revised communications plan will include a
15–20 minute information session that you will deliver to the employees.
Goals
FTC has the following goals for the Change Management strategy:
2016 financial year.
financial year.
Achievement of these goals should increase net profit in the next financial year by $200,000 due to
increased efficiencies and increased business.
Goal A is essential to the business to ensure (in the following order of importance):
1. Most efficient use of resources to cover market needs. Management will look at more than the
raw hours spent on job and consider all factors such as job difficulty, traffic conditions, etc., in
order to optimise fleet usage
2. Job performance measurement for training needs
3. Recognition of outstanding performance (bonuses for exceeding targets; advancement/leadership
opportunities).
Goal B is essential to the business to ensure:

● Most efficient use of resources to cover market needs
● Reduced need to hire external truckers; use of present employees as much as possible
● Reduced possibility of lifting injury.

Appendix 2: Progress of implementation

The project manager has prepared the following progress report.
Green: completed
Amber: in progress
Red: not completed
Change goal Goal A: Implement RED

PDA/GPS usage
(productivity function) on
truck fleet in the first
quarter of the 2016
financial year.
Project management Delivery of project Overall status:
activities as per project
plan for each stream
People GREEN
Process GREEN
Technology GREEN
Structure. GREEN
Stakeholder management Stakeholders engaged RED
and comfortable with
current position.
Communication Communication plan GREEN
activities on schedule.
Education Education plan activities RED
on schedule.
Cost benefits Project budget on track. RED
Cost benefits on track to RED
be realised.
Risk management Risk management plan RED
effectively managing risk.

Appendix 3: Risk management analysis

Risk/Barriers Impact Likelihood Strategies for mitigating risk
Lack of trust High impact Medium Communications and training to
regarding use of outline business need.‘Tracking
productivity data. productivity helps improve the
Refusal to efficiency of operations, where
implement. and when resources are
deployed; it is not a tool to
performance manage or
penalise individuals.’
Address employee concerns.
Perceived threat High impact High Explain connection between
to job security. business expansion plans and:
Resistance to
increased job security:
implementation.
because of the need for
drivers to support
expansion; because
overall profitability and
health of the business
reduces risk to everyone
benefit of training and
consequent increase in
employability due to new
skills.
Industrial action. High impact Medium Address employee concerns.
Gain trust and acceptance.

Appendix 4: Communications plan

Audience Message (with When Communic Person
strategic elements) ation responsible
method
HR manager Change management 9 am– Email CM consultant
strategy – duties of HR 10am, 1 (invite with
manager. July 2016. agenda).
Face-to-
face (office
training
room).
Trucking/ope Change management 11.30 Email HR manager
rational strategy – duties of am– (invite with
manager trucking manager. 12.30pm, agenda).
1 July Face-to-
2016. face (office
training
room).
Management Change management 2 pm–3 Email HR manager
team strategy– duties of HR pm, 1 July (invite with
manager. 2016. agenda).
Face-to-
face (office
training
room).
Trucking Change management 9 am–10 Email. HR manager
team strategy impacts to am, 4 July (assistant may
trucking team. 2016. draft)
Duties of truckers –
provide an explanation
of what will be
required.
Business need – gain
support by
emphasising possible
negative effects on
jobs if change does not
happen.
Training schedule –
emphasise mandatory
nature and threaten
performance review
consequences for non-
compliance.

Audience Message (with When Communic Person

strategic elements) ation responsible
method
Sales team Change management 11 am– Face-to- Sales
strategy summary. 11.30 am, face (office manager to
Benefits to 4 July training run team
organisation. 2016. room). meeting.
Office team: Change management 11.30 Face-to- Office
Accountant; strategy summary. am–12 face (office manager to
Administrativ Benefits to pm, 4 July training run team
e support organisation. 2016. room). meeting.
person
Truckers Request for feedback. Three Feedback New CM
(All other weeks survey on consultant to
employees to post- ten design and
receive brief training. dimensions implement.
summary of HR manager
only) employee to research
satisfaction. benchmarking.

Appendix 5: Background information: Fast Track Couriers Pty Ltd

Fast Track Couriers is a courier company that has been operating in New South Wales for the last 15
years. Its primary business function is delivering medium to large size packages across metropolitan
Sydney.

share increases by 7.5%.
● to expand the business to include small and medium package deliveries to regional NSW.
● to develop an integrated approach to distribution management utilising technology such as PDA

devices and GPS.

● Small distribution hubs will be positioned at Maitland, Goulburn, Nowra and Bathurst, each
manned by two employees within the next eighteen months.
● Fast Track Couriers will complete 20% of deliveries to regional locations in the next three years.

the first quarter of the 2016 financial year.
understanding of organisation’s strategic goals in the first quarter of thefinancial year.
People/structure
Fast Track Couriers has implemented and recruited the people required to fill the roles in the following
organisational structure.

General
manager/CFO
Human Resources
manager
Sales manager Trucking manager Office manager
Sales team (3) Trucking team (20) Accountant
Administrative
support/reception
Managerial duties/role description

General manager/CFO Oversees company; approves major business
decisions such as strategic goals, change
management initiatives; reports to board of directors;
prepares financial reports.
HR manager Oversees and implements change management
programs; collect feedback, assessment results, and
all other data regarding change management;
provides report to GM on implementation of major
changes; oversees recruitment.
Sales manager Coordinates sales team; provides sales team
training; manages performance of sales team.
Trucking/operations Coordinates activities of trucking team; manages
manager performance of trucking team; compiles productivity
reports; manages operations, authorises purchasing
of operational equipment, etc.
Office manager Coordinates activities of accountant and
administrative support. Authorises payroll.

drop-off and records when a job starts and finishes. The data from this device is sent back to head


This is an open book written assessment. In the time allocated, you are to answer all of the following
questions. Make sure you:
• Write Clearly
• Answer all questions
• Use a pen. Assessments written in pencil will not be accepted.
• Ask your assessor if you do not understand a question. Whist your assessor cannot tell you the
answer, he/she may be able to re-word the question for you
• Do not talk to your classmates. If you are caught talking, you will be asked to leave and your
assessment will not be marked.
• Do not cheat. Anyone caught cheating will automatically be marked Not Yet Competent for this
unit. There are NO EXCEPTIONS to this rule.

Assessment 4 – Written Assessment

(Time allocated to finish the assessment – 2 hours)
1 Explain the change management process or cycle
What are the strategies that can be employed while communicating and embedding
2.
change?

3. What external changes could affect the organization?
4. Why do change mangement programmes fail? List 5 reasons
5. Describe the components of a change management project plan?

6. How do strategic plans assist organizationsto achieve their goals?
Comments
Result: Satisfactory | Not Satisfactory | Not Assessed
Assessor: I declare that I have

conducted a fair, valid, reliable and Signature: ___________________________________________
flexible assessment with this student,
and I have provided appropriate
Date: ____/_____/_____
feedback.
Student Declaration: I declare that

I have been assessed in this unit, Signature: __________________________________________
and I have been advised of my result.
I also am aware of my appeal rights.
Date: ____/_____/_____

OBSERVATION CHECKLISTS 1 & 2 – ASSESSMENT 1
Student Name:
Student ID No:
Date observed:
Observation Checklist ONE
During the meeting, did the student satisfactorily

Discuss the change management requirements and opportunities they had
 Yes  No
identified?
Ask for and welcome suggestions from the specialist?  Yes  No
Communicate effectively using active listening skills?  Yes  No
Answer questions effectively and sufficiently?  Yes  No
Discuss and seek information using appropriate structure and language?  Yes  No
Use a variety of communication tools and strategies to build and maintain an
 Yes  No
effective working relationship with the specialist?
Accept the refinements suggested by the specialist?  Yes  No
Thank the specialist for their time and input?  Yes  No
Observation Checklist TWO
During the meeting, did the student satisfactorily:

Explain the changes proposed?  Yes  No
Justify the priority assigned to each change identified?  Yes  No
Use collaborative techniques to elicit feedback from the manager?  Yes  No
Use active listening to confirm understanding?  Yes  No
Welcome and accept suggestions from the specialist?  Yes  No
Discuss and seek information using appropriate structure and language?  Yes  No
Thank the manager for their time and input?  Yes  No

Result: Satisfactory | Not Yet Satisfactory | Not Assessed
Assessor: I declare
that I have conducted
a fair, valid, reliable Signature:
and flexible
assessment with this
student, and I have Date: ____/_____/_____
provided appropriate
feedback
Student: I declare
that I have been
assessed in this unit, Signature:
in a fair and flexible
manner. I have been
provided with Date: ____/_____/_____
feedback on my
performance

ASSESSMENT 1 – ASSESSOR CHECKLIST

.
Student Name:
Student ID No:
Did the student: Satisfactory
Identify (in report) the strategic change needs for Fast Track Couriers and detail
 Yes  No
how the identified change needs links to the organisation’s strategic plan goal?
Review (in report) the organisation’s performance against strategic goals?  Yes  No
Identify (in report) two trends and explain how the trends currently or will impact
 Yes  No
organisational objectives?
Identify (in report) major operational change requirements?  Yes  No
Identify (in report) specialists and/or experts to be consulted to assist with

identifying change needs?  Yes  No
Consult with specialist/expert (assessor) to assist with identification of change

management requirements and opportunities?  Yes  No
Incorporate results of expert consultation into report?  Yes  No
Identify manager stakeholders and prepare a plan that identifies who, when and
how stakeholder managers will be engaged to review and prioritise change
requirements?  Yes  No
Candidate should consider availability information in scenario.
Consult with General Manager (assessor) to review the changes proposed and to
help prioritise changes?
 Yes  No
Candidate must explain recommended changes and explain suggested priority
assigned to them.
Consult with specialist/expert (assessor) to assist with identification of change
 Yes  No
management requirements and opportunities?
Incorporate results of expert consultation into report?  Yes  No
Identify manager stakeholders and prepare a plan that identifies who, when and
how stakeholder managers will be engaged to review and prioritise change
requirements?  Yes  No
Candidate should consider availability information in scenario.

Consult with General Manager (assessor) to review the changes proposed and to
help prioritise changes?  Yes  No
Candidate must explain recommended changes and explain suggested priority
assigned to them.

Comments
Assessor: I declare that I

have conducted a fair, valid,
reliable and flexible Signature: ___________________________________________
assessment with this student,
and I have provided
appropriate feedback. Date: ____/_____/_____
Student Declaration: I
declare that I have been
assessed in this unit, in a fair Signature: __________________________________________
and flexible manner. I have
been provided with feedback
on my performance. Date: ____/_____/_____

OBSERVATION CHECKLIST 3 – ASSESSMENT 2
Student Name:
Student ID No:
Date observed:
Observation Checklist Three
During the presentation, did the student satisfactorily:

Explain strategic change needs for Fast Track Couriers and detail how the
 Yes  No
identified change needs links to the organisation’s strategic plan goal?
Detail the organisation’s performance against strategic goals?  Yes  No
Identify two trends and explain how each of the trends currently impacts or
 Yes  No
will impact organisational objectives?
Explain major operational change requirements that are triggered by
 Yes  No
performance gaps, business opportunities/threats, management decisions?
Identify refinements like :
● Raising salaries or introducing a bonus or incentives system
● Regular consultation with unions, employee representatives
● Structural changes such a dedicated sales team to build sales culture  Yes  No
and facilitate training for specific skill set
● Structural changes to simplify and clarify top-down, bottom-up
communication.
Use Visual aids to enhance the presentation of the information?  Yes  No
Structure the presentation well?  Yes  No

Demonstrate verbal communication skills to describe, support, and negotiate
 Yes  No
change requirements and priorities with stakeholders like managers?
Did the student ask for authorization for implementation of their change
 Yes  No
management strategy?

have conducted a fair, valid, Signature:
reliable and flexible
student, and I have provided Date: ____/_____/_____
appropriate feedback

Student: I declare that I

have been assessed in this Signature:
unit, in a fair and flexible
manner. I have been
provided with feedback on Date: ____/_____/_____
my performance

ASSESSMENT 2- ASSESSOR CHECKLIST
Student Name:
Student ID No:
Did the candidate: Satisfactory

Deliver PowerPoint presentation? (See below: Example key elements of
 Yes  No
presentation to General Manager)
Submit copy of PowerPoint presentation?  Yes  No
Submit all materials within the required timeframe?  Yes  No
Did the Student Satisfactory
Identify change goals and specify:

● Who/what is impacted
 Yes  No
● How they are impacted
● When the impacts will be realised?
Undertake a cost-benefit analysis:

● Identifying change requirements
 Yes  No
● Identifying costs of changes
● Identifying risks
● Identifying possible benefits of each change
● Assessing the benefits against the costs and risks
Categorising changes?
Undertake a risk analysis:
● Identifying the risks and barriers
 Yes  No
● Analysing and evaluating the risks and barriers
Identifying mitigation strategy?

Develop change management project plan:
 Yes  No
● Referring to two change management theories (Kotter, ADKAR, etc.) And
justify following one or both to embed change
Conforming to theory and explaining how plan is in conformity if not obvious or if it
clashes with theory due to special organisational needs?

Include stakeholder management plan:

● Identifying key stakeholders and roles
 Yes  No
● Identifying commitment level
● Identifying concerns and how these can be addressed
Outlining consultation methods for engaging identified stakeholders?

Include communication plan:
● Identifying audience
 Yes  No
● Identifying message
● Identifying when this communication will occur
● Identifying how the message will be communicated
● Identifying person responsible?
Include training plan:

● Identifying participants
 Yes  No
● Identifying skills the training will provide
● Identifying when the training will occur
● Identifying how the training will be delivered
● Identifying person responsible?
Include in reporting plan:

● How candidate will measure success
 Yes  No
● How candidate reached agreement for reporting protocols with managers,

including:
○ Who the relevant managers are
○ Who will submit information for reporting
○ Who will produce the report
● How candidate will report success, including:
○ Format of reports (use of template)

○ When reports will be produced (daily for first week and then weekly for
duration of first quarter of the financial year)
Who will receive a copy of the report (General Manager, HR manager)?

Include resources:
 Yes  No
● Project analyst/manager (You)
● HR manager (Peggy Anderson)
● Sales team member (Jessica Smith)
● Trainer/facilitator (Jack macdonald)
● Technology consultant (Eric Henderson)
● Head office training rooms
● PDA/GPS device
One new truck with tailgate?

Ask approval for change management strategy:
● Demonstrating leadership skills to gain acceptance of plan and gain trust
 Yes  No
Using verbal communication skills to describe and promote change management

plan?
Comments

have conducted a fair,
valid, reliable and flexible Signature: _____________________________________________________
student, and I have
provided appropriate Date: ____/_____/_____
feedback
assessed in this unit, in a Signature: ____________________________________________________
fair and flexible manner. I
have been provided with
feedback on my Date: ____/_____/_____
performance

OBSERVATION CHECKLIST 4 – ASSESSMENT 3
Student Name:
Student ID No:
Date observed:
Observation Checklist FOUR
During the session, did the student satisfactorily:
Explain the purpose of the session?  Yes  No
Use positive and appropriate body language?  Yes  No

Calm and address unfounded fears and misunderstandings in accordance with
 Yes  No
risk management plan?
Explain that the policy of having one driver per truck allows for expansion and
allows drivers to develop new skills, increases employability, get recognition and  Yes  No
rewards for individual achievement?
Explain that tracking productivity helps improve the efficiency of operations,

where and when resources are deployed; it is not a tool to performance manage  Yes  No
or penalise individuals?
Emphasise increased job security (because of need for drivers to support

expansion; because overall profitability and health of the business reduces risk to  Yes  No
everyone)?
Explain how truckers’ input has been incorporated?  Yes  No
Stress positive aspects of autonomy such as reward for individual achievement?  Yes  No
Use Visual aids to enhance the presentation of the information?  Yes  No
Structure the information session well?  Yes  No
Communicate effectively?  Yes  No
Listen patiently and answer queries raised?  Yes  No
Seek input from the stakeholders?  Yes  No

Assessor: I declare that I Signature:

reliable and flexible assessment
with this student, and I have
provided appropriate feedback Date: ____/_____/_____
Student: I declare that I have Signature:

been assessed in this unit, in a
fair and flexible manner. I have
been provided with feedback on
my performance Date: ____/_____/_____

ASSESSMENT 3 - ASSESSOR CHECKLIST
Student Name:
Student ID No:
Did the candidate: Satisfactory
Deliver one survey?  Yes  No
Revise communication plan (including highlighted strategic element/s)?  Yes  No
Revise original project plan in accordance with consultation?  Yes  No
Deliver a 15–20 minute information session?  Yes  No

Submit planning and support documents for the 15–20 minute information
 Yes  No
session?
Submit all materials within the required timeframe?  Yes  No
Did the student Satisfactory
Action survey in accordance with communication plan?

Feedback survey on ten dimensions of employee satisfaction as described in  Yes  No
assessment task.
Evaluate change management strategy and modify communication plan:
Highlighting strategic elements in revised plan?
 Yes  No
Consult with relevant groups or individuals?

● General Manager – to develop revised communication strategy and discuss
creative approaches related to achieving strategic goals; to seek approval
for final changes.
● Union representative – to gain indirect input to change process from
truckers, overcome resistance and gain buy-in for project/revised  Yes  No
communication.
● Truckers – to gain direct input to change process through survey;
demonstrate openness to additional input in information session;
demonstrate and communicate that past input has been incorporated into
process in information session.
Modify original project plan from Assessment 2?

 Yes  No
For example, did the candidate:
● change/add communication activities in response to review?
● change/add education activities in response to review?
● change procedures/roll out changes to reflect employee feedback and

consultation with management?
● provide drafts that indicate review and modification?
Plan a 15–20 minute information session:

● that address barriers to change in risk analysis
 Yes  No
● that includes innovative and strategic session activity?
Activate strategies for embedding change?

● Demonstrate that truckers’ input has been incorporated:
 Yes  No
● Include technique or tactic to gain trust and acceptance:
● Use games as icebreakers.
Comments

reliable and flexible Signature: ____________________________________________
assessment with this student,
and I have provided
Date: ____/_____/_____
appropriate feedback
assessed in this unit, in a fair Signature: ____________________________________________
and flexible manner. I have
been provided with feedback
Date: ____/_____/_____
on my performance

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BSB60215 – Dec 2016

BSB61015 – Dec 2016

Assessment Resource Summary

This is a summative assessment, which requires

Case Study Assessment 1,2 & 3

Information Session Assessment 3

Written Assessment Assessment 4

Version: 2.0 ©Gen Institute Pty Ltd Page 1 of 51

There are no recommended pre-requisite units for this competency.

Possible Co-requisite Units

Version: 2.0 ©Gen Institute Pty Ltd Page 2 of 51

Re-assessment procedure at Gen Institute Pty Ltd

Version: 2.0 ©Gen Institute Pty Ltd Page 3 of 51

Student Name: Student ID:

 Change Management Project Plan and S | NYS | NA

Final Assessment Result for this unit

The Evidence provided is:

 Valid  Sufficient  Authentic  Current

Student’s Signature Date:_______/_______/_______

Assessor: I declare that I have conducted a Signature:

Entered onto Student ____________________________

Version: 2.0 ©Gen Institute Pty Ltd Page 4 of 51

ASSESSMENT 1 – STUDENT INFORMATION

Instructions for Students:

Whilst writing your assessment it is important to:

• Read the Assessment description carefully.

Version: 2.0 ©Gen Institute Pty Ltd Page 5 of 51

Assessment 1 – Case Study - Identify change requirements and opportunities

Instructions for assessment

Version: 2.0 ©Gen Institute Pty Ltd Page 7 of 51

About Fast Track Couriers

Strategic plan goals

Operational plan goals

Human resources goals

Version: 2.0 ©Gen Institute Pty Ltd Page 8 of 51

Head office employees

Version: 2.0 ©Gen Institute Pty Ltd Page 9 of 51

Background to workforce management and relations

Version: 2.0 ©Gen Institute Pty Ltd Page 10 of 51

ASSESSMENT 2 – STUDENT INFORMATION

Instructions for Students:

Whilst writing your assessment it is important to:

• Read the Assessment description carefully.

Instructions for Presentation

Version: 2.0 ©Gen Institute Pty Ltd Page 11 of 51

Assessment 2 – Develop change management strategy

Instructions for Assessment

Version: 2.0 ©Gen Institute Pty Ltd Page 12 of 51

of your plan, such as stakeholder management, communication, and education/training plans,

Version: 2.0 ©Gen Institute Pty Ltd Page 13 of 51

Submission should include:

Your assessor will be looking for you to:

● Explain specific organisational requirements

● Outline potential barriers to change

● Demonstrate leadership skills to gain acceptance of plan and gain trust

● Demonstrate planning and organising skills

● Use verbal communication skills to describe and promote change

Resources required for this assessment include:

Task: Fast Track Couriers Pty Ltd

Goal B is essential to the business to ensure:

● Reduced possibility of lifting injury.

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Sales manager Trucking manager Office manager

Sales team (3) Trucking team (20) Accountant

Student’s Signature Date:___/_/_____