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RPL Assessor KitBSB40407 Certificate IV in Small Business Management

RPL Assessor KitBSB40407Certificate IV in Small Business ManagementEditable versionSkills First RPL Assessor Kits are developed by the State of Queensland (Department of Education, Training and the Arts) and are based on the Skills First philosophy of providing client focussed, streamlined, and flexible RPL.

The State of Queensland (Department of Education, Training and the Arts) is the copyright owner of material contained within the original RPL Assessor Kit.

Permission is given to Registered Training Organisations to use, reproduce and adapt this RPL Assessor Kit for their organisation’s RPL assessment purposes, provided such use, reproduction or adaptation is for non-commercial purposes.

The State of Queensland (Department of Education, Training and the Arts) disclaims any liability for any damage resulting from the use of the material (in either original or modified format) and will not be responsible for any loss, howsoever arising, from use of, or reliance on this material.

The original version of this RPL Assessor Kit is available free of charge athttp://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html

If you would like any further information, please email [email protected]

Candidate’s Kit

Page 1 of 104Editable Version

mailto:[email protected]

http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html


HOW TO USE THIS RPL ASSESSOR KIT

This RPL Assessor Kit is divided into sections to allow you to easily access only those sections you require at any given time. These sections are:

SECTION A – Assessor Information

You need to read this information before conducting an assessment. It outlines the intent and processes surrounding this RPL assessment and how it differs from assessment undertaken following formal training.

SECTION B – Candidate Information and Application Forms

You give this information to the candidate. It tells them about the assessment process as well as containing simple forms for the applicant to fill out. From the information provided by the candidate on these forms, you will be able to gain a general understanding of the skills and experience the candidate may have, as well as potential referee contacts.

SECTION C – Competency Conversation and Record of Conversation Sheets

You use this section to determine and record candidate competence via a competency conversation. In other words, these questions guide your conversation with the applicant and assist in your assessment of their competence. The notes you take about this conversation are important evidence for assessment.

SECTION D – Practical Tasks and Observation Recording Sheets

You use this section to assess competencies through a practical demonstration of the candidate’s skills. It contains practical tasks/scenarios on the outcomes required to determine competency and a place to record your observation. The notes you take are important evidence for assessment.

SECTION E – Resources for Practical Tasks

You use this section to access required resources for performing practical tasks and scenarios.

SECTION F – Third Party Verification

You give this section to the referees to confirm the candidate’s skills and experience in this qualification/occupation. The referees may fill out the appropriate form and return to you to confirm your judgement. You may be able to complete this part of evidence gathering in person while at the workplace.

SECTION G – Assessment Tables

You use this table as a reference tool to see at a glance how units/elements of competency are assessed within the tool. All the elements and performance criteria within the competency units are cross-matched in this table with a corresponding assessment question/task/scenario. This allows you to validate the assessment process against the qualification.



SECTION AAssessor Information

It is VITAL you read this information prior to commencing your RPL assessment. It provides generic information on assessment, as well as an overview of this streamlined RPL assessment process.



ADVICE FOR ASSESSORS

This RPL Assessor Kit streamlines the RPL assessment process for Certificate IV in Small Business Management by taking a practical approach to RPL and increasing the use of on-site questioning and observation. This will assist in developing a “picture of the candidate’s skills and knowledge”. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes.

IMPORTANT ASPECTS TO REMEMBER:

A sound knowledge of assessment and the qualification is essential

It is important to have a good understanding of the competencies and qualification/s appropriate to the candidate’s goals.

Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process.

Assessment involves judgement

This tool encourages the use of a “competency conversation” to maximise the candidate’s opportunities to demonstrate competence. This is NOT an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate which draws out their actual individual experiences and relevant skills. In other words, it is about the assessor probing the candidate through a conversation to draw out further information on the candidate’s experience which may not be forthcoming due to nerves or confusion over technical terminology.

The tool also provides observable tasks to allow candidates to demonstrate skills.

Authentication/verification is integral to RPL assessment

It is critical information gleaned from the interview and observation be confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential assessors take careful notes to back up and record their judgement.

Recording assessment is critical

Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember – the record is the document that makes sense of the assessment and why a particular judgment was made. Keeping detailed notes about the candidate’s response is vital, as is the rationale for judgement.

The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations.

Assessor summaries and other quality assurance documentation from your own Registered Training Organisation will also be required. For examples of assessment summary documentation, please see Assessment Guide Number 1: Training Package Assessment Materials Kit:http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm


http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm



To access further information on the principles assessment and dimensions of competency, you can visit Assessment Guide Number 1: Training Package Assessment Materials Kit.http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm

To access further information on the Australian Qualifications Framework, you can visit:http://www.aqf.edu.au/

Employability Skills

Assessment of a candidate’s employability skills should be integrated into the assessment of their technical skills and knowledge. Where possible, employability skills have been embedded within the bank of questions and practical assessment tasks in this RPL Assessor Kit. Therefore, assessors should make and document holistic judgements about a candidate’s attainment of employability skills as part of the RPL assessment. For more information about the employability skills requirements for particular qualifications, refer to the training package.

To access further general information on employability skills, refer to Employability Skills: From framework to practice, at:http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf


http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf

http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf

http://www.aqf.edu.au/




COMPETENCIES IN THIS RPL ASSESSOR KIT

Certificate IV in Small Business Management

CORE UNITS

Unit Code Unit Title Questions Practical

BSBSMB401A Establish legal and risk management requirements of small business

BSBSMB402A Plan small business finances

BSBSMB403A Market the small business

BSBSMB404A Undertake small business planning

ELECTIVE UNITS

Unit Code Unit Title Questions Practical

BSBCRT501A Originate and develop concepts

BSBCUS401A Coordinate implementation of customer services strategies

BSBCUS402A Address customer needs

BSBEBU401A Review and maintain a website

BSBFIA402A Report on financial activity

BSBINN301A Promote innovation in a team environment

BSBMKG413A Promote products and services

BSBMKG414A Undertake marketing activities

BSBRES401A Analyse and present research information

BSBPMG510A Manage projects

BSBREL401A Establish networks

BSBREL402A Build client relationships and business networks

BSBSMB405A Monitor and mange small business operations

BSBSMB406A Manage small business finances

BSBSMB407A Manage a small team

BSBSMB408A Manage personal, family, cultural and business obligations

BSBSMB409A Build and maintain relationships with small business stakeholders



OVERVIEW OF RECOGNITION PROCESS

This RPL Assessor Kit has been developed to streamline the application for recognition of prior learning.


GAP TRAINING (ONLY IF

REQUIRED)

APPLICATION

PRACTICAL ASSESSMENT

COMPETENCY CONVERSATION

INTERVIEW and DOCUMENT REVIEW

ISSUE QUALIFICATION- RTO


RPL ASSESSMENT PROCESS FLOWCHART FOR ASSESSORS


Step 1:Analyse the application.

Identify links between any documents applicant provides

and competency units.Identify any key questions for

competency conversation.

Step 5:Identify any practical activities required to confirm competency

Observe practical activity

Step 7:Identify areas where 3rd party

verification is needed and inform candidate.

Confirm / Verify 3rd party reports

Step 3:Conduct competency

conversation

Step 2:Record results of analysis in table

at end of application

Step 4:Complete the Record of

Conversation sheets during the competency conversation

Step 6:Complete Practical Assessment

Tasks Observation Sheets

Step 8:Receive completed Third party

reports

* Remember RPL assessment is an accumulative process of collecting evidence.

Complete assessment sign off & file documentation.

Issue qualification / advise of gap training as appropriate

Assessment Activity Record keeping Activity


STEPS IN THE RPL PROCESS

1. Complete application

The candidate completes the application forms in SECTION B. It is important candidates provide as much information of their previous experience in the small business industry as is available.

Documents that may be available include but are not limited to:

any licences brief CV or work history certificates/results of assessment indentures/trade papers certificates/results of assessment – interstate/overseas certificates/results of assessment – universities results/statement of attendance/certificates – vendor training courses, in-house

courses, workshops, seminars, symposiums results/statements of attendance/ certificates – club courses e.g. first aid, officials, surf

life saving, etc tickets held eg forklift, crane, etc photographs of work undertaken diaries/task sheets/job sheets/log books site training records site competencies held record membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience

Candidates also need to provide contact details for one or two referees who can confirm their industry skills in context and over time.

To have skills formally recognised under the Australian Qualifications Framework, you must ensure the candidate’s skills meet industry standards.

2. Interview about candidate’s documentary information

Review the information provided by the candidate and arrange a time for both you and the candidate to discuss. Begin alignment of documentation and skills to the following qualification:

BSB40407 Certificate IV in Small Business Management

The candidate will have the opportunity to discuss and identify previous experience with you. The available documents are step one in collecting information and you will need to determine which units of competency, if any, are fully covered at this stage. You use your own or your RTO’s assessment recording forms to record this stage of the assessment.

There may be instances where the candidate has little, or no, documentary information of industry experience. This is not a barrier to gaining recognition. This will just require you to rely on the questioning, practical assessment and referee validation phases of the RPL process.



3. Questions for the Competency Conversation

The bank of questions in SECTION C is the next phase in collecting evidence for the RPL process. The questions are designed to enable you to have a “competency conversation” with the candidate to further gain evidence of their past experience. REMEMBER, the primary focus is on the candidate’s experience.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise the question to the candidate’s particular work situation. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. You should read the “industry requirements” of each competency before the candidate answers the questions posed. You may also target the assessment to those aspects that present the greatest risk in the industry. Questions are aligned with the relevant unit/s of competency in SECTION G.

It is not intended every question for all competencies is asked, only those competencies the initial interview about the candidate’s documentary evidence has failed to fully address. The question bank covers most but not all units in the kit. Units without questions are covered in the practical assessment/scenario section.

4. Practical assessment tasks

It is important that you use both Steps 3 (Questioning) and 4 (Practical Assessment) in doing this assessment. The RPL process is a streamlined RPL process which does not rely solely on practical assessment but uses a combination of questioning and practical to provide evidence of candidate competence.

This is the third phase in collecting evidence. A practical skills test is then conducted by you at the candidate’s workplace or another suitable venue. Appropriate permission must be sought before entering workplaces.

This is a further opportunity for candidate to demonstrate competence. It is expected the practical assessment will comprise only those competencies the candidate is still unable to demonstrate knowledge/experience in after documentary review and questioning have been applied. These assessments contain the practical skills and application of knowledge for the qualification. A number of holistic practical assessments are included in this kit (SECTION D) to assist you with tasks suitable for observation on the job.

You decide if the response to questions and practical assessment tasks fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation/observation, not an exam, and you are encouraged to assist candidates to focus responses toward relevant issues.

Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process.

NOTE: Where candidate’s documentation and questions meet the assessment requirement, it is still strongly recommended the candidate undertake one practical assessment so you are confident in making a judgement of “competent”. The practical assessment selection should be negotiated between you and the candidate.

Recording sheets for candidate information, questioning and the practical assessments have been included in SECTION D. You may use other recording mechanisms provided these also keep a



complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstrated and documents presented as evidence must be noted in enough detail so anyone external to the process (e.g. a fellow assessor, auditor, lawyer, etc) can read the record and retrace your judgement.

5. Gap training

RPL is an assessment process designed to show areas of competence and to identify IF a candidate has gaps in skills and knowledge against a whole qualification.

Not all candidates will have skill/knowledge gaps.

If a candidate has skills gaps, a pathway to complete training in the outstanding units can be negotiated to assist the client to gain the full qualification.



EVIDENCE REVIEW

Recognition of prior learning outcomes (both Granted and Not Granted) are now funded nationally and as such will be included in National AVETMISS audits. NCVER have stipulated evidence recording requirements for RPL assessments as a minimum requirement for passing an AVETMISS audit. The following “Evidence Review” proforma has been approved by NCVER as covering AVETMISS audit requirements for RPL recorded outcomes. It also gives you an opportunity to track a student’s assessment progress at a glance.

It is expected that this “Evidence Review” summary sheet (or similar) would be attached to each participant’s evidence compiled during the RPL assessment process.

(Place a tick in the appropriate evidence collection method column for each unit of competency. Place a line through those units not examined as part of this RPL assessment.)

Unit Code Unit Title

Que

stio

ns

Prac

tical

Doc

umen

ts

3rd P

arty

R

epor

t

Oth

er

evid

ence
























Assessor’s Name:

Assessor’s Signature:

Date:



SECTION B

Candidate Information and Application Forms

You give this information to the candidate for them to read about the RPL process and to complete the appropriate forms.



WHAT DOES IT MEAN TO BE RECOGNISED IN Certificate IV in Small Business Management

For most units at Certificate IV level, candidates are required to have a high level of knowledge of their own work role and the policies and procedures of the organisation. Accuracy, attention to detail and a high level of written and spoken communication skills are considered essential at this level.

Working in Small Business at this level requires a positive attitude to the job, ethical behaviour and a respect for client confidentiality. For most units of competency in the Certificate IV level candidates are required to have knowledge of their own work role and policies and procedures of the organisation. Accuracy, attention to detail, written and spoken communication skills are essential to the position.

To gain recognition of units for the certificate you need to be able to demonstrate that you can currently do or possess skills in areas relating to each unit of competency. Some examples of skills you might be asked to demonstrate are:

a sound working knowledge of relevant legislation and codes of practices for the business services industry to ensure compliance;

sound knowledge of organisational policies and procedures;

business and finance planning;

ability to support and develop other team members;

implement customer service strategies;

manage promotions;

manage operations;

knowledge of products and services and promotional activities;

maintaining financial records; and

performing other general business duties

“If you are doing these roles in your job, then don’t write off your skills – consider getting them recognised”.



TIPS AND HINTS TO HELP YOU PREPARE FOR RECOGNITION

To have skills formally recognised in the national system, assessors must make sure you have the skills and knowledge to meet the industry standard. This means you must be involved in a careful and comprehensive process that covers the content of all unit/s or qualification/s you can be recognised for.

Assessment happens in a variety of ways. Being prepared can save you valuable time and hassle and make the recognition process stress-free for you.

Here are some tips and hints for you:

1. Be prepared to talk about your job roles and your work history. Bring a resume or jot down a few points about where you have worked, either paid or unpaid, and what you did there.

2. Bring your position description and any performance appraisals you have from any small businesses, shops or facilities you have worked in.

3. Consider the possibilities for workplace contact. Are you in a workplace that is supporting your goals to get qualified? Would you feel comfortable to have the assessor contact your workplace or previous workplaces so your skills can be validated?

4. Think about who can confirm your skill level. Think about current or recent supervisors who have seen you work in the past 18 months and will be able to confirm your skills. The assessor will need to contact them. You may also have community contacts or even clients themselves who can vouch for your skills level.

5. Collect any certificates from in-house training or formal training you have done in the past.

6. You can speak with your training organisation about other ways you can show your skills in small business management. These could be letters from employers, records of your professional development sessions, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as they don’t show client details) or other relevant documents.



STEPS IN THE RPL PROCESS

Step 1 – Provide information of your skills and experience

Complete the attached forms and provide as much information of your previous experience in small business management as you can. This is your first opportunity (and not the last) to provide proof of your variety of experience in the industry. Here you can supply examples of your work history which could include:

General employment documents

brief CV or work history position descriptions certificates/results of assessment details of in house courses, workshops, seminars, orientation or induction sessions references/letters from previous employers/supervisors

Workplace documents any licences brief CV or work history certificates/results of assessment indentures/trade papers certificates/results of assessment – interstate/overseas certificates/results of assessment – universities tickets held eg forklift, crane, etc photographs of work undertaken diaries/task sheets/job sheets/log books site training records site competencies held record membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience

Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.

You will also need to supply contact details of one or two work referees who can confirm your skills in the industry.

Step 2 – Conversation with Assessor

An assessor will review the information you have provided (usually with you) and begin to match up your skills to the units/subjects in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer small business management related questions to identify your current skills.



Step 3 – Practical demonstration of your skills

The assessor will conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that he/she will want you to demonstrate.

Further steps

After the assessment, your assessor will give you information about the skills that have been recognised and whether you have gained the full qualification. If you do have skill gaps, these may be addressed through flexible training.



APPLICATION – Self Assessment QuestionnaireBSB40407 Certificate IV in Small Business Management

Candidate Name: Date Completed:

Please identify your level of experience in each competency.

Unit Code Unit Title I have performed these tasksFrequently Sometimes Never

CORE UNITS





ELECTIVE UNITS


















Candidate Signature: Date:



RPL APPLICATION FORM

Applicant Details:

1. Occupation you are seeking recognition in

2 Personal Details

Surname

Preferred Title (Mr, Mrs, Ms, Miss)

First Name/s

Any other name used

Home Address

Postal address if different from above

Telephone Numbers Home: Work:

Mobile: Fax:

Date of Birth / /

Gender MALE / FEMALE Age

Are you a permanent Resident of Australia

YES / NO

3 Current Employment

Are you currently employed?

If Yes, in which occupation are you currently employed?

Who is your current employer?

YES / NO

………………………………………………………

……………………………………………………….

4. Armed Forces details (If Applicable)

Branch of Service

Trade classification on discharge



5. Further Training

Have you undertaken any training courses related to the occupation applied for?

YES / NO

If Yes

What occupation were you trained in?

Training completion Date (month, year)

Country where you trained

Name of course and institution (if applicable)

6. Is there any further information you wish to give in support of your application

7. Professional Referees (relevant to work situation)

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………



APPLICANT EMPLOYMENT HISTORY FORM

Name, Address and Phone number of

Employers

Period of Employment(DD/MM/YYYY)

Position Held Full Time Part-time Casual

Description of Major Duties

From To

1.

2.

3.

4.

Attach additional sheet if required

If you are including documents in your application, please provide a brief description below

Document Description(e.g. resume, photos, awards etc)

Office Use Only – Assessor to use this section to align documents to specific units of competency and identify key questions for competency conversation

Declaration

I declare that the information contained in this application is true and correct and that all documents are genuine.

Candidate Signature: Date



SECTION C

Competency Conversation and Record of

Conversation SheetsThis section assists the assessor in documenting the competency conversation.

Do NOT give this section to the candidate.

Once you have assessed the candidate’s documentary information and determined which competencies you still require more information/evidence on, you use the question bank and Record of Conversation sheets in this section to document evidence of past experience. It is not intended that every question for all competencies be discussed during the conversation, only those competencies the initial documentary review has failed to fully address.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise or rephrase the suggested question to the candidate’s particular work situation. The questions are not intended to be a formal ‘script’ for the assessor to follow, but to provide guidance in exploring the range of the candidate’s skills, knowledge and experience in performing a particular task or function.

The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. In doing so, you are making a statement of fact about what you hear the candidate say during the competency conversation. Use the Comments section to provide further detail about the context of the discussion or briefly outline any examples discussed by the candidate. You may also use the Comments section to make a brief analysis of the responses or summary judgements about the quality of the candidate’s responses in relation to the requirements of the competency standard.

Remember, the notes you take about this conversation are important evidence and should be retained in the candidate’s assessment record.



QUESTION BANK

Note to Assessors: Refer to “Record of Conversation” sheets

Unit of Competency

Question

BSBSMB401A

Establish legal and risk management requirements of small business

1. Discuss the range of legislative requirements your business complies with. How have you maintained compliance and what records have you kept as proof of compliance?

2. What type of contracts do you have in place for your business and how did you arrange these?

BSBSMB402A

Plan small business finances

3. In preparing a financial plan, what factors did you consider that could potentially have impacted on the business finances?

4. Explain how you have identified financial requirements of the business and acquired finance in line with your financial plan.

BSBSMB403A

Market the small business

5. In developing your marketing plan to promote the business, what marketing strategies did you decide were best suited and how did you identify these strategies?

6. Discuss your marketing mix and how you monitor marketing activities to ensure success and identify improvements.

BSBSMB404A

Undertake small business planning

7. Discuss the factors you consider when developing your business plan and why it is important to have a plan.

8. In implementing your business plan, how have you monitored business performance to ensure you meet your goals and objectives?

9. What risk management strategies have you integrated in your plan?

BSBCRT501A

Originate and develop concepts

10. How have you identified concerns within your organisation?

11. What methods do you use to encourage collaboration/participation form all stakeholders to develop creative solutions to the issues?

12. How do you turn creative ideas into operational plans?

BSBCUS401A

Coordinate implementation of customer service strategies

13. Discuss a recommendation you made to management to improve on meeting customer needs. What methods did you use to assess customer needs?

14. Outline your organisations policy and procedure on implementing customer service and how you have monitored it and put it into practice.

15. How does your organisation promote and encourage good customer service?

BSBCUS402A

Address customer needs

16. Provide an example of a special need you identified with a customer. How did you help them evaluate their needs?

17. Explain how maintaining a business network has helped you, your customers and your organisation.

BSBEBU401A

Review and maintain a website

18. How do you ensure the information on the company website is current and meets the goals of the business?

19. What steps do you take to up date and maintain the website?



Unit of Competency

Question

BSBFIA402A

Report on financial activity

20. What financial information are you required to report on?

21. How do you prepare the information for reporting?

22. Explain the process you use to complete BAS statements.

BSBINN301A

Promote innovation in a team environment

23. Discuss a change to work practices implemented in your workplace. How was the need for change identified and how did you contribute to the implementation of the change?

24. What methods have you used to gather information on the effect of change and how have you presented this information?

25. Describe an innovative idea you have had to improve work practices. What guidelines did you follow when considering the idea and how did you source feedback on the idea?

BSBMKG413A

Promote products and services

26. Describe the products and services offered by your organisation and discuss how you keep your knowledge current on these products and services.

27. Tell me about a promotional activity you have planned and coordinated including the planning process, personnel and resource allocation and how you used your networks to ensure the success of the activity.

28. In advising on promotional activities of products/services, what types of advice have you provided and what data did you base your advice on?

29. What types of feedback has you company collected on promotional activities of products and services and how was the feedback used to plan future activities?

BSBMKG414A

Undertake marketing activities

30. Discuss a marketing activity you have planned and managed. How did you evaluate the outcomes of the activity?

31. What information have you or your organisation gained from reviewing marketing activities?

BSBRES401A

Analyse and present research information

32. Describe a presentation (oral or written) you have completed in your workplace and how you prepared it. How did you evaluate the effectiveness of the presentation?

33. Discuss how you have applied research skills to gather information for a presentation.

BSBPMG510A

Manage Projects

34. Discuss an example of a project you have managed and how you formulated your project plan.

35. In administering a project plan, how have you managed risk?36. What information have you collected at the final review of a project and how was it

used to plan for future projects?

BSBREL401A

Establish networks

37. Discuss how you develop networks and maintain professional relationships.

BSBREL402A

Build client relationships and business networks

38. What skills do you use in building relationships with a diverse range of clients and how do you foster that relationship?

39. In what ways do you participate in and contribute to your businesses networks?

BSBSMB405A

Monitor and manage small business operations

40. What is the process you have used to develop operational strategies and procedures?

41. How do you monitor the effectiveness of the strategies and procedures?

42. What are the implementation strategies you use when changes are made due to your monitoring process?



Unit of Competency

Question

BSBSMB406A

Manage small business finances

43. How do you develop and implement your businesses financial plan?

44. How do ensure your financial plan is working for your business goals and objectives?

BSBSMB407A

Manage a small team

45. What factors have you considered when planning to recruit staff?

46. Describe a time you employed a new staff member and the induction and training process you undertook.

47. Explain how you have managed staffing to ensure consistent business operations.

48. Outline how you have managed your team to maximise performance outcomes. How have you handled poor performance?

BSBSMB408A

Manage personal, family, cultural and business obligations

49. What are the implications of family, community, cultural obligations/commitments on the business?

50. What strategies do you have in place to ensure workers have work/life balance and are able to meet their obligations/commitments?

51. How do you manage a negative impact on the business due to workers outside obligations/commitments?

BSBSMB409A

Build and maintain relationships with small business stakeholders

52. How do you make sure that the relationships you have with key stakeholders is appropriate for your small business?

53. How does the structure of your organisation contribute to the development of key stakeholder relationships?



RECORD OF CONVERSATIONBSBSMB401A Establish legal and risk management of small business

CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:

Question 1: Discuss the range of legislative requirements your business complies with. How have you maintained compliance and what records have you kept as proof of compliance?

Question 2: What type of contracts do you have in place for your business and how did you arrange these?

KEY POINTSThe candidate’s response should evidence the following

INDUSTRY REQUIREMENTSThese must be evidenced in the

candidate’s response

Indicate if response addresses KP and IR

COMMENTSRecord other key points and examples from conversation.

Identify whether a practical assessment is warranted.

Question 1OHS legislation

Industry codes of practice

Business registration and licences

Planning and other permissions

Environmental legislation

Enterprise policy and procedure

Insurance requirements

EEO and Anti-discrimination Legislation

Anti-competition regulations

Industry law

Agency law

Property law

Anti-trust, Consumer legislation and standards

Torts law

Duty of care

EEO and Anti-discrimination legislation

Anti-competition regulations

Taxation including GST

Workers compensation and public liability

Copyright, patent trademark and design regulations

Maintains business systems to ensure legal obligations are met

Sets procedures for taxation

Sources and uses legal documents

Acquires adequate insurance









Monitors compliance

Investigates non-compliance areas

Records

Personnel HR files

Financial records

Taxation documents

OHS and Environmental records

Workers compensation and rehabilitation

Hazardous substance register

Material safety data sheets

Manufacturers’ and suppliers’ information

OHS audits and inspections

First aid and medical; accident reports and investigations

Plant maintenance and testing

Instruction manual and training records

Question 2

Products and services contracts

Suppliers contracts

Business premises contract

Insurance policies

Franchise contract

Agency contract

Seeks legal advice

Investigates products and services









Assesses procurement rights

Ensure protection of business

Investigates conditions of contracts

Negotiates contract outcomes

Secures contracts in line with business plan



RECORD OF CONVERSATIONBSBSMB402A Plan small business finances


Question 3: In preparing a financial plan, what factors did you consider that could potentially have impacted on the business finances?

Question 4: Explain how you have identified financial requirements of the business and acquired finance in line with your financial plan.












Principles of financial planning

Contractual arrangements

Principles of statistical analysis and measures of variance

Corporations law

Industrial law

Taxation law

Working capital available

Assets management

Current economic climate

Business goals and cash flow and growth forecast

Government legislation and regulation

Codes of practice and National standards

Taxation framework and potential changes

Competitors’ actions

Market research

Previous sales figures

Duration of budget cycle (1/5 year budget)

Fixed and variable expenses

Seasonal trends

Prices of goods and services and cost allocation

Timing and timeframes

Staffing and HR issues

Price movements









Question 4

New business start up costs non-current assets required Labour costs working capital needed total capital required

Existing business check out current business financial standing labour costs estimates funds required

Expanding business purpose of expansion funds estimates funds required add on labour costs considers unplanned expansion

Uses forecasting techniques

Identifies source of finance

Investigates cost of securing finance

Compares finance options

Chooses finance based on funds required

Viability and profit margins are established

Prepares required documents

Applies for finance



RECORD OF CONVERSATIONBSBSMB403A Market the small business


Question 5: In developing your marketing plan to promote the business, what marketing strategies did you decide were best suited and how did you identify these strategies?

Question 6: Discuss your marketing mix and how you monitor marketing activities to ensure success and identify improvements.










Industry market trends

Marketing principles

Company policy and procedure

Product design and packaging

Pricing

Presentation and display of products/services

Promotion and advertising

Distribution

Achieving lower costs of production and distribution than competitors

Pursuing cost leadership and/or product differentiation for a specialist market segment

Creating a very different product line or service so that the business becomes a class leader in the industry

Conducts a SWOT analysis of products and services

Compares prices to others in the industry

Identifies image of services

Evaluates of customer base and target markets

Consults with relevant people – partners, financiers, accountant, clients, industry associations









Question 6

Advertise in national, suburban or local newspapers

Develop a web site

Word of mouth, referral and testimonial

Advertise in professional/industry journals

Mail drops

Display posters

Canvassing and telemarketing

Exhibitions

In-store promotions

Sponsorship

Networking and strategic alliances

Monitor

Staff development and appraisal

Monitors implementation of marketing

Monitors budgets

Holds review meetings with staff and stakeholders

Implements incentive programs for staff to be involved in improving marketing

Conducts on-going market research

Seeks customer input – satisfaction surveys, meetings, focus groups

Conducts sales to contact ratio and trends analysis



RECORD OF CONVERSATIONBSBSMB404A Undertake small business planning


Question 7: Discuss the factors you consider when developing your business plan and why it is important to have a plan.

Question 8: In implementing your business plan, how have you monitored business performance to ensure you meet your goals and objectives?

Question 9: What risk management strategies have you integrated in your plan?












Risk management

Enterprise policy and procedure

Details of ownership/management

Proposed type, size and scale of the business

Market focus of the business

Marketing requirements to ensure a growing customer base (marketing mix)

Sources of funds to start up/keep the business going/expand

Methods of raising finance and costs involved

Methods to develop and present tenders or quotes

Level of risk involved – risk assessment and risk management

Identify stages of business development – goals and objectives

Identify business opportunities

Outline staffing requirements

Outline legal and legislative requirements including OHS









Methods of operations

Importance of planning

Monitor financial performance

Monitor staff performance

Monitor marketing and promotional performance

Seeking additional finance as needed

Maintain constant awareness of business direction – goals and objectives

Manage risk

Implement operational plan

Question 8

Monitors internal business targets – size, quality, quantity

Reviews financials – wages to sales, sales to costs

Identifies payment periods and levels

Monitors external targets – market share and positioning

Explores new markets – national or international trade links

Reviews targets – short, medium, long term

Appraises staffing skills and levels

Question 9

Security systems to provide physical security of premises, plant, equipment, goods and services

Security of intellectual property

Knowledge management

Breach of contract, product liability









Insurance requirements – work cover, professional indemnity, liability

Contingency plans for areas of non-compliance

Occupational Health and Safety planning



RECORD OF CONVERSATIONBSBCRT501A Originate and develop concepts


Question 10: How have you identified concerns within your organisation?

Question 11: What methods do you use to encourage collaboration/participation form all stakeholders to develop creative solutions to the issues?

Question 12: How do you turn creative ideas into operational plans?










Codes of Practice


Indigenous laws and protocols

Copyright and intellectual property

Privacy and confidentiality

Technology

communication and teamwork

Look at current information/strategic direction

Look at industry trends

Market research

Examine customer feedback

Compare data

Identify where there is openings for new products, improved processes and services, new programs

Feasibility study

Competition

Question 11

Consultation with all involved

Brainstorming, mind mapping, trigger words, games, vision circles, De Bono’s hats, sub-culture surfing etc.

Collaborative processes which includes trialling ideas

Evaluating ideas for suitability

Be culturally sensitive









Consider the environment

Come up with foundation ideas and broader concepts

Identify necessary resources

Examine and recognise the feasibility of each idea

Present the chosen strategies/concepts appropriately

Ensure consultation is continued through the process

Gather stakeholder feedback

Question 12

Evaluate ideas and strategies for cost effectiveness Competing priorities Strategic directions Risk Benefits Technical feasibility Target market need Values/cultural fit

Compare ideas/strategies with current quality products, programs, processes and services

Identify limitations

Seek advice where necessary

Develop and improve proposals

Develop implementation processes

Have the proposals approved by appropriate people

Evaluate the process for future innovation



RECORD OF CONVERSATIONBSBCUS401A Coordinate implementation of customer service strategies


Question 13: Discuss a recommendation you made to management to improve on meeting customer needs. What methods did you use to assess customer needs?

Question 14: Outline your organisations policy and procedure on implementing customer service and how you have monitored it and put it into practice.

Question 15: How does your organisation promote and encourage good customer service?







Question 13OHS and other relevant legislation



Business communication skills


Enterprise policies and procedures

Customer special needs

Business technology

Confidentiality / privacy

Ethical principles

Discusses recommendation – delivery times, price offer, product/service availability, refund/guarantee offer

Methods to assess customer needs:

Customer survey

Complaint forms

Customer database

Customer service statistics

Analysis of data

Written reports

Minutes of meetings

Question 14

Expected standard of service

Approaches the staff member should take to the customer e.g. accept full responsibility

Types of issues the member can deal with themselves









Issues that should be referred to a manager or supervisor

Returns and refund procedure

Dealing with a complaint about service

Having products repaired

Returning goods to suppliers

Dealing with goods under warranty or guarantee

Recording of complaints or difficulties

Strategies to ensure customer is happy with solution e.g. offer discount on next purchase

Monitor

Reviews customer service data – surveys, complaints, questionnaires

Identifies changes required

Reports to designated personnel

Makes recommendations for future strategies

Maintains records to compare outcome including budgetary requirements

Question 15

Provides clear instructions

Documents procedures

Inducts new staff

Involves everyone in the process

Sets sales targets

Provides incentives

Conducts training



RECORD OF CONVERSATIONBSBCUS402A Address customer needs


Question 16: Provide an example of a special need you identified with a customer. How did you help them evaluate their needs?

Question 17: Explain how maintaining a business network has helped you, your customers and your organisation.







Question 16OHS and other relevant legislation





Ethical and moral constraints

Australian Standards

Effective communication

Uses appropriate and effective communication skills

Customer requests product not in stock

Customer requests product not stocked by your organisation

Customer requests a service to be performed in a manner different to the normal service

Customer requires alteration to a product

Customer has difficulty understanding and speaking English

Customer disabilities prevent them from purchasing in the usual way

Asks questions and communicates openly with customer to understand needs

Paraphrases and clarifies to ensure correct understanding

Identifies options to suit customer needs

Explains each option

Checks customer understanding of options









Gains agreement on which option will suit customer needs

Question 17

Increases industry knowledge

Increases skills to help customers

Shares information with colleagues to ensure that practices/procedures are current

Obtains key information for customers and others in your organisation

Meets people with business interests in common

Gains access to useful resources to call on

Keeps management and customers informed about developments in the industry

Provides the organisation with greater opportunities to do business with a wider circle of customers, in new regions, in new ways

Taps into key information about new products, services

Opportunities to form alliances to better meet customer needs



RECORD OF CONVERSATIONBSBEBU401A Review and maintain a website


Question 18: How do you ensure the information on the company website is current and meets the goals of the business?

Question 19: What steps do you take to up date and maintain the website?







Question 18OHS, anti discrimination and other relevant legislation



Privacy laws


Ethical principles

Technology

Monitors current trends and compares to web site information

Collect and analyse statistical data, feedback from clients

Recommend changes

Have changes approved

Question 19

Remove old information

Add new information

Make appropriate changes to information

Check information is accurate and matches that found in brochures and newsletter etc

Take out services that no longer exist

Add new services

Ensure security procedures are followed e.g. access protocols and password protected areas

Analyse faults, errors and/or complaints found in customer feedback









Correct faults

Add or remove pages as required

Add or remove links as required

Consider business goals, budgets and marketing strategies in changes



RECORD OF CONVERSATIONBSBFIA402A Report on financial activity


Question 20: What financial information are you required to report on?

Question 21: How do you prepare the information for reporting?

Question 22: Explain the process you use to complete BAS statements?









Financial Legislation

Privacy laws

Anti Discrimination Legislation

Ethical principles

Knowledge of Federal government taxes and charges

Literacy and Numeracy skills

Principles of double entry book keeping and accrual accounting

Budget variances

Budgets and forecasts

Profit and loss statements

Cash flow and profit reports

Operational statements and reports

Wages, superannuation, work cover etc

Investments and financing information

Asset and liability valuations

Question 21

Identify time frames

Keep record of income and expenditure

Calculate liabilities

Calculate depreciation, donations, interest payments and sales tax

Identify and include discrepancies/variances









Make recommendations

Compile and format report within policy and procedure

Question 22

Identify the type of BAS statement

Check period for completion

On line or manually

Sales for period

GST collected

Purchases for period

GST paid for purchases for period

Purchases capital or general

Wages and PAYG withholding for the period

Income for the period

PAYG instalments on total sales based on ATO %

Post or lodge online and make payments



RECORD OF CONVERSATIONBSBINN301A Promote innovation in a team environment


Question 23: Discuss a change to work practices implemented in your workplace. How was the need for change identified and how did you contribute to the implementation of the change?

Question 24: What methods have you used to gather information on the effect of change and how have you presented this information?

Question 25: Describe an innovative idea you have had to improve work practices. What guidelines did you follow when considering the idea and how did you source feedback on the idea?









Organisation’s strategic objectives and plans

Job descriptions


Access and equity practices


Management recommendation or decisions (e.g. relocation, downsizing, new priorities)

Technical, market, organisational or resource changes or uncertainty

Corporate research and development

Organisational restructuring, staffing changes

Introduction of new technology or products

Continuous improvement programs

Employee or team suggestions or interviews

Market demands; new client base

Analysis of qualitative/quantitative data

Brainstorming and feedback

Implement change

Creates a readiness to change









Creates shared vision and common direction

Develops leadership and uses behaviours that advocate innovation

Implements mentoring and coaching programs

Builds the ability to change – prepares management, develops implementation plan, monitors change implementation

Promotes participation and consultation with individuals and teams

Encourages teams and asks for feedback

Promotes positive attitude

Question 24

Customer surveys

Employee satisfaction

Industrial disputes

Supplier feedback

Productivity measures

Cost savings

Market share data

Presented

Weekly reports

Monthly reports

Present to consultative groups

Occupational health and safety meetings

Union delegates consultation









Financial reports

Business and performance plans

Question 25

Values contribution of others

Integrates different points of view

Ensures idea is realistic

Ensures idea relates to work practices and company goals

Ensures idea is clear, correct and complete

Ensures idea meets company guidelines

Identifies risk factors and potential constraints

Provides recommendation for success of change

Feedback

Customer survey

Interviews

Comments from colleagues

Analysis of qualitative/quantitative data

Recommendations

Management decisions

Knowledge management systems

Quality assurance data

RECORD OF CONVERSATION





Question 26: Describe the products and services offered by your organisation and discuss how you keep your knowledge current on these products and services.

Question 27: Discuss a promotional activity you have planned and coordinated including the planning process, personnel and resource allocation and how you used your networks to ensure the success of the activity.

Question 28: In advising on promotional activities of products/services, what types of advice have you provided and what data did you base your advice on?

Question 29: What types of feedback has your company collected on promotional activities of products and services and how was the feedback used to plan future activities?









Anti-Discrimination legislation

Ethical practices


Privacy and Confidentiality

Industry standards

Company policies and procedures


Customer special needs

Cultural awareness /

Describes products and services features and characteristics

Reads product manual

Learns about services features and offerings

Seeks information on internet/intranet

Talks to industry associations

Attends conferences

Seeks supplier information

Researches competitors product and service information

Question 27

Describes promotional activity – media announcement, employee function, client function, product or other launches, advertisement, web pages

Planning









sensitivity / diversity

Profitability and viability

Determines market needs of the organisation

Determines promotional objectives

Consults with relevant stakeholders

Sets realistic timeframes

Ensures cost meets budget requirements

Uses business technology for planning and scheduling

Personnel and resources

Identifies personnel roles to facilitate promotion

Allocates responsibility to personnel based on role

Seeks agreement on roles and responsibilities

Trains personnel as needed

Identifies resources requirements – venues, flyers, promotion products, samples, demonstrations)

Ensures availability of resources

Develops action plan for distribution

Checks set up of resources in advance

Networks

Uses networks to assist with planning and organising

Invites contacts/clients to increase exposure

Seeks input from industry contacts

Promotes activity through contacts (word-of-mouth promotion)

Seeks feedback from contacts to evaluate success of activity

Question 28









Most appropriate types of promotional material

Cost of promotional activities within budget resources

Target groups

Based on

Knowledge of product/service

Knowledge of customer group

Customer feedback/surveys

Sales figures/trends

Returned goods

Lost customers

Complaints

Question 29

Unsolicited feedback – verbal or written

Customer surveys/questionnaires

Suggestion box

Feedback used to

Repeat or improve upon what has worked well in the past

Prepare conclusions and recommendations for continuous improvement of promotional activities

Improve promotional activities

Use financial and other resources more effectively



RECORD OF CONVERSATIONBSBMKG414A Undertake marketing activities


Question 30: Discuss a marketing activity you have planned and managed. How did you evaluate the outcomes of the activity?

Question 31: What information have you or your organisation gained from reviewing marketing activities?







Question 30Legislation


Industry and national standards




Marketing strategies

Business plans and objectives

Activities

Identifies the organisations need

Attends a trade show or other events

Develops displays, signs, media releases

Implements advertising or telemarketing campaigns

Creates website or online information

Conducts client or supplier information sessions

Creates promotion or information materials

Provided samples

Sources testimonials

Implements

Develops implementation or work plan

Determines resources requirements

Allocates roles and responsibilities

Communicates plan and timeframes

Monitors progress









Evaluate

Compares expected and actual outcomes

Debriefs participants

Analyses collected data – surveys, feedback

Identifies and documents future improvements

Reports on activity for management input

Question 31

Projected client inquiries

Projected detailed potential client follow up

Projected sales and service levels

Market definitions and statistics

Market segmentation

Target audience profiles

Marketing problems and change requirements

Future promotion activities



RECORD OF CONVERSATIONBSBRES401A Analyse and present research information


Question 32: Describe a presentation you have completed in your workplace and how you prepared it. How did you evaluate the effectiveness of the presentation?

Question 33: Discuss how you have applied research skills to gather information for a presentation.









Anti-discrimination legislation

Codes of Practice

Privacy legislation

Data management

Information validity


Ethical standards

Recording and filing procedures

Research procedures

Identifies purpose, content, audience, relevant information

Gathers information and organises the presentation according to audience needs/organisational requirements

Identifies relevant sources of information

Uses appropriate technology to gather, store and organise information

Uses a variety of ways to research, collect and analyse information including online and non-electronic

Considers ethical matters in collecting, using and sharing data

Presents information in a format and using language that is suitable

Reviews and clarifies information where necessary

Checks accuracy of content, spelling, technical names and terminology

Produces according to requirements including timeframes

Presentation effectiveness









Questions audience to check understanding

Asks for feedback

Completes a self assessment

Discusses presentation with colleagues or manager

Reviews effect on the business (2 weeks/1 month)

Collects product/service sales data

Question 33

Identifies the objectives of the research

Reads and evaluates different type of texts, documents and information

Uses appropriate research strategies

Uses appropriate strategies to ensure data and information is reliable (including use of Boolean operators, online strategies and other tools)

Listens to what others have to say and extracts relevant information

Watches others and uses observations to add to data

Questions and analyses information gathered

Selects relevant pieces of information

Summarises important information to be presented

Organises information so it is easy to understand and is meaningful

Writes up conclusions in an appropriate format to present and ensures that it meets organisational objectives

Ensures findings are distributed appropriately according to organisational requirements



RECORD OF CONVERSATIONBSBPMG510A Manage projects


Question 34: Discuss an example of a project you have managed and how you formulated your project plan.

Question 35: In administering a project plan, how have you managed risk?

Question 36: What information have you collected at the final review of a project and how was it used to plan for future projects?









Anti Discrimination legislation

Ethical principles


Data management

Legislation

Australian Standards

Time constraints

Information technology


Establishes project scope, parameters and constraints

Defines and analyses project stakeholders

Identifies reporting relationships

Identifies relationships to other projects in the organisation

Identifies required resources (including human resources)

Uses information to develop budgets

Sources organisation project tools

Seeks input from other functional areas

Gains approval for project plan

Question 35

Ensures project personnel are clear about roles and responsibilities

Implements training as required

Provides support as required

Seeks specialist input









Maintains records for progress reports

Communicates frequently with stakeholders

Identifies and evaluates risk to establish treatment

Monitors and reviews projects systems

Achieves project goals/aims

Question 36

Contract documents

Forms, logs, checklists completed by personnel

Progress reports

Performance criteria on contractors

Process information

Documented problems

Prepares project completion report including future recommendations

Reassigns staff and resources to other roles

Reviews information against original plan and updates plan for future use

Advises of problems faced and resolutions

Reviews processes for more effective implementation

Determines suitability of contractors for future projects

Documents lessons learned



RECORD OF CONVERSATIONBSBREL401A Establish networks


Question 37: Discuss how you develop networks and maintain professional relationships.









Ethical standards

Legal requirements


Organisational policies and procedures

Strategic plans

Marketing plan

Member of professional and peak bodies

Attends conferences/seminars

Distributes business and marketing material

Attends networking meetings

Attends trade shows, pre-launch activities, exhibitions

Participates and contribute to: advisory committees/reference groups business meetings/committees external agencies/ inter-agency networks colleagues/work team lobby groups/support groups/interest groups clients/customers/suppliers

Uses communication and negotiation

Conducts collaboration with networks

Gives presentations to promote the relationship

Gathers feedback to inform networking practices

Seeks advice in establishing new contacts

Establishes terms of reference, goals and objectives of the relationship



RECORD OF CONVERSATIONBSBREL402A Build client relationships and business networks


Question 38: What skills do you use in building relationships with a diverse range of clients and how do you foster that relationship?

Question 39: In what ways do you participate in and contribute to your businesses networks?








Marketing codes of practice

Ethical standards

Legal requirements


Organisational policies and procedures

Strategic plans

Marketing plan

Trade Practices Act

Privacy Confidentiality Legislation

Uses diverse range of communication techniques to meet client need

Develops rapport

Ability to feedback relevant information

Opens questions and active listening

Demonstrates awareness of cultural/physical differences

Uses high level of literacy

Seeks clarification

Identifies non verbals / body language

Uses cards, brochures, flyers

Provides prompt and courteous client service

Gives clients an opportunity to provide feedback

Plans to reward clients loyalty

Maintains regular contact

Uses effective strategies to work around identified barriers

Uses improvement strategies based on client feedback









Question 39

Make the time to participate in networking activities

Participate in conferences/forums/seminars/PD

Take opportunity to develop knowledge of market and products

Ensure communication path ways are established and open

Approach the network for information

Provide the network with information



RECORD OF CONVERSATIONBSBSMB405A Monitor and manage small business operations


Question 40: What is the process you have used to develop operational strategies and procedures?

Question 41: How do you monitor the effectiveness of the strategies and procedures?

Question 42: What strategies do you use to improve your business operations?









Quality assurance systems

Risk management


Technology

Communication skills

Analyse business goals and objectives

Develop an action plan to provide clear direction

Risk management strategies are applied

Review/develop quality systems

Develop short and long term operational targets.

Involve staff in the process

Apply strategies to encourage participation/collaboration

Provide PD for staff

Question 41

Implement monitoring systems such as, customer feedback, stock control, waste/shrinkage, expenditure/cost, risk management

Maintain staffing numbers and skills mix.

Ensure cost, time and quality requirements

Follow legal, ethical, cultural and technical standards in the provision of services









Track performance to goals and objectives

Question 42

Review strategic and business plan

Research business opportunities

Review systems

Review policy and procedure

Provide PD for staff

Use the data collected to inform changes

Keep accurate records

Implement remedial action

Researches and analyses information about new business opportunities



RECORD OF CONVERSATIONBSBSMB406A Manage small business finance


Question 43: How do you develop and implement your businesses financial plan?

Question 44: How do ensure your financial plan is working for your business goals and objectives?









Risk management

Awards/tax and superannuation



Insurance requirements

Technology

Legal and legislated requirements

Principles of book keeping

Develop financial plan according to business goals and objectives

Gather relevant financial information for reports and distribution

Enlist professional services as required

Develop projected budgets for the period

Develops clear credit policies and procedures and collection of debt

Keep accurate records for statutory reporting

Consult/collaborate with key stakeholders

Set key performance indicators

Reporting requirements

Question 44

Monitor and review policies and procedures

Track performance against business plans

Evaluate and analyse financial ratios

Measure the success of marketing strategies

Make changes to financial plan as needed



RECORD OF CONVERSATIONBSBSMB407A Manage a small team


Question 45: What factors have you considered when planning to recruit staff?

Question 46: Describe a time you employed a new staff member and the induction and training process you undertook.

Question 47: Explain how you have managed staffing to ensure consistent business operations.

Question 48: Outline how you have managed your team to maximise performance outcomes. How have you handled poor performance?







Question 45Legislation EEO, OHS, IR, Anti Discrimination

Company policy and procedure

Awards and Enterprise agreements

Industry Codes of Practice

Social and cultural diversity

Disciplinary and grievance procedures

Taxation /superannuation

Number of staff required to meet company and team goals

Job descriptions and performance expectations

Existing skills in the business

Skills gaps to cover all business functions

Policies and procedures in relation to staffing – recruitment, performance measures, induction, training

Systems and processes for staff to follow

Recruitment costs

Job advertisement

Recruitment process

Question 46

Provides job description and explains responsibilities

Provides tour of business and introduces employee (if applicable)

Demonstrates use of equipment and technology









Discusses business policies and procedures

Coaches on job specific tasks

Develops a HR file to maintain employee records

Records payroll details

Question 47

Reviews skill levels against performance measures

Notes and monitors staffing requirements

Adjusts staffing to balance between operational and support personnel

Monitors and review staff an task allocation

Provides opportunity for staff to discuss work related issues

Develops contingency plan for unexpected or extreme situations

Takes corrective action as identified

Question 48

Develops positive working relationships within the team

Consults with team members to review and update objectives

Identifies team strengths and weaknesses against current and expected outcomes

Allocates time for team members to discuss operations

Brainstorms with team to make improvements

Seeks feedback from team members for continuous improvement

Encourages team members to monitor own performance









Encourages team members to identify and suggest own development opportunities

Poor performance

Allocates time to discuss performance issues

Outlines employee rights and obligations

Counsels employee in a positive and constructive manner

Discusses options for improvement

Sets future review date

Takes records and files in HR file



RECORD OF CONVERSATIONBSBSMB408A Manage personal, family, cultural and business obligations


Question 49: What are the implications of family, community, cultural obligations/commitments on the business?

Question 50: Outline the contexts in which a business operates.

Question 51: What strategies do you have in place to ensure workers have work/life balance and are able to meet their obligations/commitments?

Question 52: How do you manage a negative impact on the business due to workers outside obligations/commitments?









Risk management

Awards/tax and superannuation



Principles of HR

Technology


Ethical principles

Increased/decreased staff leave

Reduced/increased productivity

Enhanced depth of knowledge/worker development

Discord among staff

Access to programs which aim to benefit both organisation and community

Staff retention

Question 50

Business community

Culturally and linguistically diverse communities

Family groups

Indigenous communities

Non-indigenous communities

Professional community

Religious and/or spiritual communities









Specific target groups

Question 51

Open communication strategies

Forward planning to address known events

Contingency plans for unknown events

Flexible work hours

Tools such as calendar, rosters, timetables, diaries

Promoting team processes

Succession planning

Question 52

Open communication strategies

Developing clear processes and guidelines for staff

Forward planning to address known events

Contingency plans for unknown events

Understands the impact of their work on community, family, self, business and job role and skill level

Using networks to discuss resolutions

Developing clear processes and guidelines for staff

Performance appraisal system

Personal and professional development

Relevant work roles for services/community and individual

Provision for 360 degree feedback

Consultation with all groups



RECORD OF CONVERSATIONBSBSMB409A Build maintain relationships with small business stakeholders


Question 53: How do you make sure that the relationships you have with key stakeholders is appropriate for your small business?

Question 54: How does the structure of your organisation contribute to the development of key stakeholder relationships?









Risk management

Principles of access and equity



Organisations policy and procedure

Technology


Problem solving skills

Provision of appropriate communication strategies

Inclusive strategies for communicating with key stakeholders

Ensures communication is clear, accurate and responsive to issues and needs

Communication is culturally sensitive

Ensure each staff member has clear description of their role and knows their responsibilities

Staff training around strategic direction

Professional, ethical behaviour

Carry out work with due diligence

Maintain professional boundaries

Develop terms of reference/contract arrangements/agreed roles and responsibilities

Information gathered from client is used to improve services

Question 54

Identify type of organisational structure









Reporting requirements

Business/strategic plan goals and objectives

Services/programs developed to meet plans and client requirements

Business relationships developed based on services/programs

Evaluation and review of relationships to enhance or alter the arrangement

Make changes to the roles and responsibilities of the organisation to improve the relationship



SECTION D

Practical Tasks and Observation Recording

SheetsYou use this section to assist you in determining a candidate’s competency in those areas where they have not yet successfully demonstrated their skills, knowledge and prior experience. Therefore, candidates are not required to complete all tasks. You select tasks after considering available evidence collected through previous phases and according to context and needs of each candidate.



PRACTICAL TASKS

Candidates are not required to complete all tasks. The Assessor is to select tasks after considering available evidence collected through previous phases and according to the context and needs of each candidate.

Unit of Competency

Practical Task

BSBPMG510A

Manage projects

BSBMKG414A

Undertake marketing activities

BSBMKG413A

Promote products and services

BSBCUS401ACoordinate implementation of customer services strategies

Task 1

SCENARIO

This task requires you to demonstrate your project planning skills to plan a conference in six (6) months time from now. The conference is to be held in Sydney and small businesses across Australia are to be invited. You work for an E-Marketing company and the conference is on new E-Marketing products and services offered by your company.

Complete the following steps to this task using the resources provided in Section E of this document:

(a) Using effective participative arrangements with your project team, define the scope of the project (partially completed) and develop an innovative overview plan using Table 1 and 2 in Section E – x indicates areas to be completed

Include marketing strategies

Include team meetings and training and development

Plan for monitoring, record keeping and writing reports

Encourage effective workplace relationships using consultation and collaborative strategies

(b) Table 3 - Write in examples of costs you may encounter in such a project using the categories in the table as a guideline

(c) Table 4 - Write a number of questions you might ask your self and your team to review the success of the conference. From these questions develop feedback forms for conference delegates to fill in to inform your reporting

BSBRES401A

Analyse and present research information

Task 2

This task requires you to identify objectives of the research based on the organisations requirements and plan your research.

Conduct research using valid and relevant strategies and collect, assess and organise information/data on any of the following:

Organisations products

Organisations services

Policy and procedures

Create a report on the findings with recommendations for improvements and present it to the appropriate person for feedback.



Unit of Competency

Practical Task

BSBCUS401A

Coordinate the implementation of customer service strategies

BSBCUS402A

Address customer needs

Task 3

This task requires you to demonstrate the implementation of customer service strategies and standards applied in your workplace.

Options

If you are being assessed in your workplace you may be able to train a staff member on your company’s customer service strategies and standards and how to meet customer’s special needs using business networks you and your company have established.

If you are not being assessed in your workplace then step through the same training outline with your assessor.

BSBINN301A

Promote innovation in a team environment

BSBCRT501A

Originate and develop concepts

BSBREL402A

Build client relationships and business networks

BSBSMB409A

Build and maintain relationships with small business stakeholders

BSBREL401A

Establish networks

Task 4

You are to organise and facilitate a team planning meeting where the goals are to explore the issues the organisation has with it’s current client/business relationships and develop innovative strategies/concepts for:

(a) Establish and maintain new business networks(b) Innovative communication strategies(c) Terms of reference for new business relationships(d) Improvement and management of the relationships(e) Promotion of business relationships(f) Review of business relationships(g) Change management

During this meeting you will demonstrate your skills in applying techniques in keeping attendees motivated and drawing ideas out using creative thinking methods.

BSBSMB407A

Manage a small team

BSBSMB408A

Manage personal, family, cultural and business obligations

Task 5

To complete this task there are 5 stages.

A. From the business plan determine how many staff members you need to run your business effectively and mix of skill and knowledge you need. Develop a position description for each.

B. Plan to recruit a new team member and develop a recruitment policy and process including induction.

C. Consult staff through a performance planning and review process to identify:

business and/or personal requirements that may need to be considered when organising rosters and other functions of managing the business

Editable Version


Unit of Competency

Practical Task

professional development

performance and non-performance

short and long term goals

D. Develop guidelines for staff that includes:

code of conduct

customer/client charter

family/community charter

contingency plans for events that are expected and not expected

flexibility for effective work/life balance

debriefing/supervision

E. Hold a team meeting to discuss and review team goals and objectives, strengths and weaknesses, time for operational/planning commitments, staff retention and other relevant issues.

BSBSMB404A

Undertake small business planning

BSBSMB405A

Monitor and mange small business operations

BSBSMB403A

Market the small business

Task 6

Develop or review the business plan for your organisation that includes finance and budgeting, marketing strategies, products and services and risk management strategies to assist in the achievement of business goals and objectives.

Based on the business plan develop operational strategies and procedures to run the business effectively and recommend procedural changes where required.

BSBSMB402A

Plan small business finances

BSBSMB406A

Manage small business finances

BSBFIA402A

Report on financial activity

Task 7

Using your knowledge of financial decision making, develop a financial plan for the business which identifies the businesses financial requirements, profit targets, cash flow projections and strategies for the procurement of finance.

Review and modify systems for the ongoing management of finances on a day to day basis and write a report for management.

Complete a periodical report on financial data that highlights aspects such as budget expenditure, resource allocation deficits, discrepancies, profit and loss, investment returns, wages etc.

Editable Version


OBSERVATION RECORDING SHEETPractical Tasks

CANDIDATE’S NAME: SIGNATURE: DATE:

ASSESSOR’S NAME: SIGNATURE: DATE:

LOCATION:

NB: The skills listed below must be verified by a competent assessor through observed demonstration either in the candidate’s workplace as part of the candidate’s normal work duty OR as part of a practical assessment/demonstration set by the assessor.

Unit and element

covered in task

Task No.

Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed

Date assessed

BSBPMG510A1, 2, 3, 4, 5BSBMKG413A1, 2BSBMKG414A1, 2

1a Identifies scope and purpose of project Plans project (conference) in consultation with key stakeholders Develops a project planUses appropriate time management tools such as Gant and Bar charts, software, spreadsheets, Critical path method etc.Determines project resource requirementsBudgets for resource costs Allocates roles and responsibilities – including selfPlans and implements marketing activitiesPromotes consultation and participationSupports team membersKeeps clear recordsMonitors project progressProduces reportsDevelops and maintains networksProvides product and procedural information including OHS and professional development based on team need

Legislation




Business plans and objectives



Unit and element

covered in task

Task No.


Date assessed

Coordinates training, coaching and learning for self and project team Evaluates learning outcomes against project needs Develops risk management plan

BSBPMG510A1, 2, 3, 4BSBMKG413A1, 3BSBMKG414A2

1b Develops budget for projectIdentifies resource needsDevelops a budget for the projectAllocates realistic costsAllocates costs in line with company guidelines Seeks feedback and approval on budget/costs

Cash flowProfitability Enterprise policies and procedures

BSBMKG413A3BSBMKG414A2, 3BSBPMG510A2, 3, 4, 5

1c Reviews project for high quality outcomes Seeks feedback on effectiveness of promoting products and services Reports on effectiveness of conference in promoting products and servicesReviews problems and learning for future eventsSeeks advise and recommendations for improvementReviews marketing strategy effectivenessReview effectiveness of planning toolsReviews staffing allocation Records and reports on resource usage Monitors project implementation Monitors and reports on budget and actual costsMeasures outcomes against plan and budgetRecords problems and future planning


Business plans and objectivesQuality standardsEnterprise policies and procedures

Legislation


BSBRES401A1, 2, 3

2 Identify objectives of the researchEstablishes method of collecting informationCollects informationAssesses information and how it relates to the

Legislation

Company policies and procedures

Workplace



Unit and element

covered in task

Task No.


Date assessed

research objectivesDetermines format of informationAccesses technology to store information and produce the reportAnalyses dataOrganises information to suit audience, format and purpose of the reportEnters information on the reportReviews information Asks for feedback

documentation

Data management

Information technology

BSBCUS401A1, 2, 3BSBCUS402A1, 2, 3

3 Promotes customer service strategies Encourages quality customer service standards Outlines strategies to deal with complaints and difficulties Implements customer service systems Discusses approaches in assessing customer needsOutlines strategies to help customer articulate needsDiscusses various special needs and how to address such needs Demonstrates reporting processes and forms Refers to team as required Access network to address customer needs Outlines strategies to establish and maintain business networksDemonstrates effective communication techniquesAccesses appropriate organisational forms as requiredDiscusses review of customer service strategies and recommendations

Legislation


Customer service standards

Legal requirements and constraints



Unit and element

covered in task

Task No.


Date assessed

BSBINN301A1, 2, 3, 4

BSBCRT501A1, 2, 3, 4

BSBREL402A1, 2, 3, 4

BSBSMB409A1, 2, 3

BSBREL401A2, 3

4 Analyses information about business relationships Compiles information in a format to present to a team meetingPlans the meetingUses a range of creative thinking techniques such as: Brainstorming De Bono’s hats Alter ego or hero’s Mind mapping Lateral thinking games Morphological analysis Sub-culture surfing Vision circles etc.Establishes meeting ground rulesInvestigates gaps in products, programs, processes and services based on the information suppliedAnalyses current communication issues in client/ business relationshipsIntroduces new ideas through external peopleDevelops strategies for meeting communication styles and methods in the most appropriate wayDevelops strategies for establishing rapport and gathering feedbackAssists attendees to generate preliminary ideas beyond what is evident and examine factors that impact on ideasExamines products, programs, processes and services offered by the competitionInvestigates the parameters of the business relationship and ways to clarify roles and responsibilities

Legislation

Codes of practice


Legal requirements

Management systems



Unit and element

covered in task

Task No.


Date assessed

Develops ways to improve management and maintenance of the client/business relationshipInvestigates innovative promotional activities around the business relationshipReviews existing relationships for relevance and benefits, roles and responsibilitiesExamines new ideas / solutions to issuesExplores barriers to new ideasExamines the implications in terms of social, ethical and environmental issuesIdentifies resourcesIdentifies suitability, feasibility and commercial potentialSeeks input and feedback on ideas from key stakeholdersSeeks technical advice as requiredMakes adjustments to conceptsDevelops plans for implementation including funding/resourcesReviews concept development process and continual improvement Encourages and supports others to foster changeEncourages suggestions on change and improved work practicesCommunicates ‘change’ in goals and objectives Uses business technology to implement changeProvides learning on change – mentoring/coachingOvercomes change problems with team membersMaintains relationships and communication during change process Monitors and evaluates effectiveness of change



Unit and element

covered in task

Task No.


Date assessed

BSBSMB407A1, 2, 3, 4, 5, 6BSBSMB408A1, 2, 3BSBSMB405A2

5 Analyses the business planIdentifies staffing requirementsDetermines skills and knowledge needed Develops position descriptionsFiles position descriptions in staff recordsReviews/develops recruitment policy and proceduresDevelops induction processReviews/develops code of conductDevelops guide lines for working with clients and colleaguesDevelops guide lines for flexible working conditionsDevelops risk management strategies for staffing requirementsDevelops guide lines for support and supervisionImplements performance planning and review processIdentifies individual employee requirementsIdentifies goals and objectivesIdentifies professional development needsManages performance and non-performancePlans team meetingCommunicates team goals and objectivesOpens the floor for feedback and consultationExamines strengths and weaknesses Discusses taking the time to reflect on professional practiceDiscusses retention of staff and the benefits of ensuring communication remains open to discuss all relevant issues

Legislation

Codes of practice

Organisation’s strategic objectives and plans


Job descriptions

Access and equity practicesAustralian StandardsLegal requirements

BSBSMB404A 6 Identifies the essential requirements for the



Unit and element

covered in task

Task No.


Date assessed

1, 2, 3

BSBSMB405A1, 2, 3, 4

BSBSMB403A1, 2, 3, 4

business plan

Develops goals and objectives

Ensures legal obligations are included

Develops financial plan as part of the business plan

Considers market needs, size and potential in marketing plans and strategies

Ensures marketing plan goals and objectives, business plan and financial plan are linked closely to product, programs, processes, services and clients

Develops promotional activities

Promotes clear direction at an operational level of goals and objectives

Identifies OHS and risk management issues in the business plan

Develops OHS and risk management strategies

Includes staffing requirements

Consults key stakeholders

Develops operational procedures

Develops contingency plans

Establishes quality systems

Breaks down the plan to performance measures and/or operational targets

Uses innovation strategies to generate ideas

Monitors and reviews systems and structure to ensure targets are achievable and in line with goals and objectives

Implements changes in operations as required



Unit and element

covered in task

Task No.


Date assessed

Reviews policy and procedure and makes changes as required

Revises and alters the business plan through research, consultation and planning process

Keeps clear records and reporting

BSBSMB402A1, 2, 3

BSBSMB406A1, 2

BSBFIA402A1, 2, 3

7 Identifies the financial requirements of the business

Identifies costs associated with running the business

Works out the prices to be charged for products and/or services

Ascertains viability of the business

Distinguishes appropriate pricing strategies to suit the market and profit targets

Projects profit

Develops the business plan which includes projected profit, required assets, required capital and capital investment, cash flow projections, legal requirements

Produces budgets/projections/estimates

Identifies the right type of finance needed for the business and where to find it.

Acquires finance to meet the needs of the business

Establishes credit policies and procedures

Sets key performance indicators

Develops and distributes financial policies and procedures

Monitors financial performance against financial plan



Unit and element

covered in task

Task No.


Date assessed

Studies marketing strategies for effectiveness

Evaluates the financial ratios for the business/industry

Follows taxation requirements, including BAS statements

Analyse and recommend changes to the financial plan as required

Follows organisations financial policy and procedure

Gathers the data to produce financial reports

Completes reports in an appropriate format and within required time frames

Identifies and claims all obtainable benefits and allowances

Submits reports within time frames to relevant authority/people

Identifies issues in financial reports

Provides recommendations based on informed reports



SECTION E

Resources for Practical Tasks

You use this section to access any resources required by the candidate to undertake the practical task/s or scenario/s. They are suggested resources only. You may wish to modify or use other resources for the assessment tasks.



Task 1 resources

TABLE 1Item Particulars Time Resources PurposeScope

Sydney conference Date - x Key speakers

o xo xo x

Places/seats available - x

Complete timeframes X

Complete resource allocation/requirements X

Objectives To present a successful conference: with a 10 percent profit margin which will provide the company with new

networks X X

X X

Stage 1 Preparation requirements list x x x x x x x x

X X

Stage 2 Monitoring arrangements x x x x x x x x

X X

Stage 3 Completion due before conference x x x x x x x x

X X

Stage 4 Review and reporting on conference x x x x x x x x

X X

TABLE 2



Role Responsibilities X X

X X

X X

X X

X X

TABLE 3Categories Cost items

Allocated costs X

Capital expenditure X

Direct costs X

Fixed costsX

Indirect costs X

Labour costsX

Materials and supplies costs X

Overhead costs X

Semi-variable costs X

Vendor costs X

TABLE 4



QuestionsX

X

X

X

X

X

X

X

X

X

X

X



SECTION F

Third Party VerificationThe preferred approach in gaining third party validation is to take the forms in this section to the candidate’s previous employers or referees to gain confirmation of the candidate’s skills against the required competencies. This would be done during a conversation or interview with these people.

It may be beneficial to make contact with the employers/referees early in the recognition process to make appointments, particularly if you have to travel some distance to visit them. This may be done on the same day as a practical assessment in the workplace if appropriate.

It is recommended that verification be obtained from one or two referees who can confirm the candidate’s industry skills in context over time.



REFEREE TESTIMONIAL

(Date)

To whom it may concern,

RE: skills in/as (insert candidate name) (insert industry/job title)

I certify that the above named person has:

worked at for a period of years

regularly undertaken the following activities within the workplace since commencing employment with this organisation:

Initial those skills/ competencies (below) that the candidate has or can successfully perform in the workplace

A Motivate and encourage team members to generate new ideas on promotion of products, services, processes and service delivery at an operational level.

B Establish, maintain and improve client and business relationships.

C Establish and maintain effective networks.

D Develop the roles and responsibilities and establish relationships with small business stakeholders.

E Plan the management of and mange staff, has knowledge of industrial relations, staff selection, record keeping, induction, training, team development and careers planning to enhance business operations.

F Develop and implement strategies to improve business success by examining the impact of personal, family and cultural obligations.

G Develop, implement, monitor and review operational strategies and procedures.

H Undertake data analysis, review and update the content of the business website.

I Implement monitor and review strategies for the ongoing management of a small business’s finance.

J Report on financial activity for business both in response to client requests and to meet statutory requirements.

K Research and develop an integrated business plan for achieving business goals and objectives.

L Develop and implement marketing strategies and monitor and improve market performance.

M Develop a financial plan to support business viability.

N Identify and comply with the regulatory, legal, taxation and insurance requirements, and risk management needs of small business.

O Identify and address specific customer needs and coordinate the implementation of customer services.

P Promote effective team processes and relationships by encouraging innovation, collaboration and open communication

Q Plan, implement, review and report on promotional activities to enhance the success of the business.



R Gather information using appropriate research methodologies and analyse and organise the information and present the findings in the appropriate format.

S Based on collected market data, plan and implement marketing activities and report on the effectiveness of these activities.

T Manage a straightforward project or a section of a larger project addressing the management of projects including the development of a project plan, administering and monitoring the project, finalising the project and reviewing the project to identify lessons learnt for application to future projects

If you would like any further information or would like to discuss any of the above, I can be contacted on

Yours sincerely

SignaturePrint Name and Position



SECTION G

Assessment TablesYou use these tables as a reference tool to see at a glance which units/elements of competency are within the qualification.

Question numbers refer to those found in SECTION C of this kit.

Practical assessment/scenarios numbers refer to those found in SECTION D of this kit.

It is important to note that this section is used for validation purposes only. Any mapping should be done after questions and tasks have been selected.



Elements Performance Criteria Questions Practical Tasks


1. Identify and implement business legal requirements

1.1 Identify and research possible options for the business legal structure using appropriate sources1.2 Determine legislation and regulatory requirements affecting the operations of the business under its chosen structure1.3 Develop and implement procedures to ensure full compliance with relevant legislation and regulatory requirements

111

2. Comply with legislation, codes and regulatory requirements

2.1 Establish systems to ensure the legal rights and responsibilities of the business are identified and the business is adequately protected, specifically in relation to occupational health and safety (OHS), business registration and environmental requirements

2.2 Identify taxation principles and requirements relative to the business and follow procedures to ensure compliance2.3 Identify and carefully maintain legal documents and maintain and update relevant records to ensure their ongoing security and

accessibility2.4 Monitor the provision of products and services of the business to protect legal rights and to comply with legal responsibilities2.5 Conduct investigations to identify areas of non-compliance with legal and regulatory requirements and take corrective action

where necessary

111

11

3. Negotiate and arrange contracts

3.1 Seek legal advice on contractual rights and obligations, if required, to clarify business liabilities3.2 Investigate and assess potential products/services to determine procurement rights and to ensure protection of business interests

where applicable3.3 Negotiate and secure contractual procurement rights for goods and services including contracts with relevant people, as required,

in accordance with the business plan3.4 Identify insurance requirements and acquire adequate cover3.5 Identify options for leasing/ownership of business premises and complete contractual arrangements in accordance with the

business plan

21

2

22


1. Identify costs, calculate prices and prepare profit statement

1.1 Identify and document costs associated with the production and delivery of the business products/services1.2 Calculate prices based on costs and profit margin, as an hourly charge out rate for labour or unit price for products1.3 Calculate break-even sales point to establish business viability and profit margins1.4 Identify appropriate pricing strategies in relation to market conditions to meet business profit targets1.5 Prepare projected profit statement to supplement the business plan

44444

77777

2. Develop a financial plan 2.1 Set profit targets/goals to reflect owner’s desired returns2.2 Identify working capital requirements necessary to attain profit projections2.3 Identify non-current asset requirements and consider alternative asset management strategies2.4 Prepare cash flow projections to enable business operation in accordance with business plan and legal requirements2.5 Identify capital investment requirements accurately for each operational period2.6 Select budget targets to enable ongoing monitoring of financial performance

333333

777777

3. Acquire finance 3.1 Identify start-up and ongoing financial requirements according to financial plan/budget3.2 Identify sources of finance, including potential finance backers, to provide required liquidity for the business to complement

business goals and objectives3.3 Investigate cost of securing finance on optimal terms

44 4

777




3.4 Identify strategies to obtain finance as required to ensure financial viability of the business 4 7


1. Develop marketing strategies

1.1 Analyse the business and its key products or services to determine the focus of marketing activities, in accordance with the objectives of the business plan

1.2 Evaluate the customer base and target market for the small business as a basis for the marketing objectives and strategies1.3 Determine marketing objectives that are ethically and culturally appropriate, in consultation with relevant people and in

accordance with the business plan

5

65, 6

6

66

2. Determine a marketing mix for the business

2.1 Balance product mix, volumes and pricing to optimise sales and profit2.2 Evaluate the costs and benefits of using different distribution channels and/or providing different levels of customer service and

consider the results in determining the marketing mix2.3 Determine promotional activities to suit the target market2.4 Consider customer needs and preferences in determining the marketing mix2.5 Determine the marketing mix according to market and business needs

55

65, 6

5

66

3. Implement marketing strategies

3.1 Brief persons involved in the marketing effort on their roles and responsibilities, to ensure the success of marketing strategies3.2 Plan and implement promotional activities, in accordance with marketing objectives and budgetary requirements

56 6

4. Monitor and improve marketing performance

4.1 Monitor marketing activities and evaluate business performance according to objectives and targets of the business plan4.2 Analyse performance gaps and take corrective action or set new targets4.3 Encourage all relevant people to propose ways to improve marketing performance4.4 Seek and analyse customer reaction to all aspects of the marketing mix, using culturally appropriate processes, to improve

targeting and outcomes4.5 Conduct ongoing research of customer requirements to identify opportunities for change and improvement4.6 Monitor and investigate changes in the market for new opportunities to aid business development

6666

66

666

66


1. Identify elements of the business plan

1.1 Identify purpose of the business plan1.2 Identify and review the essential components of the business plan1.3 Identify and document business goals and objectives as a basis for measuring business performance

777

666

2. Develop a business plan

2.1 Research resources, legal and compliance requirements, specifically in relation to occupational health and safety (OHS), in accordance with business goals and objectives

2.2 Research market needs, and market size and potential2.3 Identify sources and costs of finance, from the finance plan, to provide required liquidity and profitability for the business2.4 Identify methods, from the marketing strategies, to promote the market exposure of the business2.5 Identify methods/means of production/operation from the production/operations plan to conform with business goals and

objectives2.6 Identify staffing requirements to effectively produce/deliver products/services2.7 Identify specialist services and sources of advice, where required, and cost in accordance with resources available

7, 9

777

7, 8

7

6

666

6




7, 8 6

3. Develop strategies for minimising risks

3.1 Identify specific interests and objectives of relevant people and seek and confirm their support of the planned business direction3.2 Identify and develop risk management strategies according to business goals and objectives, and relevant legal requirements3.3 Develop contingency plan to address possible areas of non-conformance with the plan

7, 899

666

BSBCRT501A originate and develop concepts

1. Evaluate and explore needs and opportunities

1.1 Research and evaluate existing information that informs new concept development1.2 Where appropriate, identify and use gaps in current range of products, programs, processes or services as the catalyst for

generating new ideas or concepts1.3 Expand the potential of new ideas through exploration of opportunities beyond the obvious1.4 Identify factors that could have an impact on ideas or concepts to be developed, including potential for commercialisation1.5 Determine whether other players are filling identified gaps or investigating similar opportunities1.6 Develop preliminary ideas on innovative and different ways to address needs and opportunities1.7 In consultation with relevant stakeholders, agree on broad parameters for developing ideas and concepts to meet market

requirements

1010

1110101111

44

4

444

2. Develop a range of creative approaches

2.1 Use a range of creative thinking techniques to generate innovative and creative concepts to address identified needs2.2 Challenge, test and experiment with different concepts and ideas as part of a collaborative process2.3 Evaluate concepts in terms of their suitability for the target audience or purpose, their feasibility and their commercial potential2.4 Take account of social, ethical and environmental issues as concepts and ideas are generated and discussed2.5 Identify resources required to achieve desired creative and innovative outcomes2.6 Evaluate the effectiveness of different strategies for achieving desired outcomes2.7 Select concepts or approaches that achieve required outcomes in an innovative and feasible way2.8 Present proposed concepts or approaches in an appropriate format

1111111111111111

44444

3. Refine concepts 3.1 Ensure concept development process is open to ongoing refinement and testing3.2 Seek input and feedback on concepts from relevant stakeholders3.3 Seek specialist advice on creative and technical aspects of proposals as required3.4 Compare concepts with best practice examples of similar products, programs, processes or services3.5 Use a range of creative and practical criteria to determine the advantages and disadvantages of different concepts3.6 Evaluate constraints on the realisation of concepts or ideas3.7 Refine proposals based on analysis and feedback

11, 12111212

11, 121212

444

4. Develop concepts to an operational level

4.1 Use refined concepts as the basis for developing detailed implementation specifications4.2 Present specifications to relevant parties for approval, funding or endorsement4.3 Reflect on methodology used to generate concepts and ideas and note ways of improving the in the future

121212

444

BSBCUS401A Coordinate the implementation of customer service strategies

1. Advise on customer service needs

1.1 Clarify and accurately assess customer needs using appropriate communication techniques 13 3




1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements

1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery1.4 Use business technology and/or online service to structure and present information on customer service needs

1414, 1514, 15

3

2. Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups2.2 Identify and allocate available budget resources to fulfil customer service objectives2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

14, 151414

14, 15

3

33

3. Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client

service strategies3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

141414

14

333

3


1. Assist customer to articulate needs

1.1 Ensure customer needs are fully explored, understood and agreed1.2 Explain and match available services and products to customer needs1.3 Identify and communicate the rights and responsibilities of customers to the customer as appropriate

161616

333

2. Satisfy complex customer needs

2.1 Explain possibilities for meeting customer needs 2.2 Assist customers to evaluate service and/or product options to satisfy their needs2.3 Determine and prioritise preferred actions2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

16161616

333

3. Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication with customers3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within

and outside the organisation3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information

about the customer and the products and services available3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and

availability of products and services3.5 Maintain records of customer interaction in accordance with organisational procedures

1717

17

1717

33

33


1. Review website content and use

1.1 Monitor and analyse customer and user feedback in accordance with organisations timelines1.2 Analyse automatically collected website data and identify trends1.3 Make recommendations on changes to the website and its content in response to feedback and data analysis and approve

changes scheduled for implementation1.4 Review cost implications of the recommended changes to determine their viability

181818

18




2. Update website 2.1 Replace superseded and inaccurate information with current information and add additional material in accordance with organisational requirements

2.2 Follow protocols for ensuring the accuracy and authenticity of information2.3 Remove services no longer available or required and add new ones in accordance with organisational requirements2.4 Check off-line information against that posted on the website and rectify discrepancies in accordance with organisational timelines2.5 Follow security procedures for updating the website

1919191919

3. Carry out non technical site maintenance

3.1 Analyse user feedback to confirm that faults have resulted from the site and are not user problems3.2 Rectify faults and make improvements to the site in response to user feedback approved by the organisation3.3 Add new web pages and/or active links and remove redundant pages and links in accordance with organisational requirements3.4 Make site changes in response to changes in marketing strategy in accordance with organisational requirements and

consideration of cost benefits

19191919


1. Compile financial information and data

1.1 Collect, evaluate and code current financial data to ensure consistency, quality and accuracy in accordance with organisational requirements

1.2 Use conversion and consolidation procedures to compile analysis in accordance with organisational requirements1.3 Make, record and disclose asset and liability valuations in accordance with organisational requirements1.4 Ensure that discrepancies, unusual feature or queries are identified, resolved or referred to the appropriate authority

20, 21

2120, 21, 22

21

7

777

2. Prepare statutory requirement reports

2.1 Correctly record income and expenditure to ensure compliance with statutory requirements2.2 Calculate liabilities for tax in accordance with current legislation and revenue gathering practices2.3 Correctly identify relevant receipts, revenue documentation and payments2.4 Ensure that statements and claims take full advantage of available benefits and allowances in accordance with statutory

requirements2.5 Submit statutory requirement reports to appropriate authorities within stated deadlines

21, 2221, 22

20, 21, 2221, 22

21, 22

7777

7

3. Provide financial business recommendations

3.1 Ensure that recommendations are logically derived and supported by evidence in report3.2 Provide recommendations to propose constructive actions to enhance the effectiveness and efficacy of functions and services3.3 Ensure recommendations are concise and facilitate direction and control of organisation’s operations3.4 Identify and prioritise significant issues in statements including comparative financial performances for review and decision

making3.5 Ensure structure and format of reports are clear and conform to organisational and statutory requirements

21212121

21

7777

7


1. Create opportunities to maximise innovation within the team

1.1 Evaluate and reflect on what the team needs and wants to achieve1.2 Check out information about current or potential team members’ work in the context of developing a more innovative team1.3 Bring people into the team or make suggestions for team members based on what needs to be achieved and the potential for

cross-fertilising ideas1.4 Acknowledge, respect and discuss the different ways that different people may contribute to building or enhancing the team

232323 4




23, 24, 25 4

2. Organise and agree effective ways of working

2.1 Jointly establish ground rules for how the team will operate2.2 Agree and communicate responsibilities in ways that encourage and reinforce team-based innovation2.3 Agree and share tasks and activities to ensure the best use of skills and abilities within the team2.4 Plan and schedule activities to allow time for thinking, challenging and collaboration2.5 Establish personal reward and stimulation as an integral part of the team’s way of working

2523, 24, 25

232323

44

3. Support and guide colleagues

3.1 Model behaviour that supports innovation3.2 Seek external stimuli and ideas to feed into team activities3.3 Pro-actively share information, knowledge and experiences with other team members3.4 Challenge and test ideas within the team in a positive and collaborative way3.5 Pro-actively discuss and explore ideas with other team members on an ongoing basis

2323232323

44444

4. Reflect on how the team is working

4.1 Debrief and reflect on activities and on opportunities for improvement and innovation4.2 Gather and use feedback from within and outside the team to generate discussion and debate4.3 Discuss the challenges of being innovative in a constructive and open way4.4 Take ideas for improvement, build them into future activities and communicate key issues to relevant colleagues4.5 Identify, promote and celebrate successes and examples of successful innovation

2525252525

4

44


1. Plan promotional activities

1.1 Identify and assess promotional activities to ensure compatibility with organisational requirements1.2 Plan and schedule promotional activities according to the marketing needs of the organisation1.3 Determine overall promotional objectives in consultation with designated individuals and groups1.4 Ensure that time lines and costs for promotion of activities are realistic and consistent with budget resources1.5 Develop action plans to provide details of product and services being promoted

26, 27272727

26, 27

1a1a1a

1a, 1b1a

2. Coordinate promotional activities

2.1 Ensure personnel and resources to support promotional activities are identified and prepared to facilitate the achievement of promotional goals

2.2 Identify and agree roles and responsibilities for delivery of promotional services and allocate to relevant personnel2.3 Establish and conduct relationships with targeted groups in a manner which enhances the positive image of the organisation2.4 Use networks to assist in the implementation of promotional activities

26, 27

272727

1a

1a

3. Review and report on promotional activities

3.1 Analyse audience feedback and data to determine the impact of the promotional activity on the delivery of products and services3.2 Assess effectiveness of planning processes to identify possible improvements in future activities3.3 Collect feedback and provide to personnel and agencies involved in promotional activity3.4 Analyse costs and time lines to evaluate the benefits accruing from the promotional activities3.5 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of

promotional activities

28, 2928, 2928, 2928, 29

29

1c

1c1c, 1b1a, 1c





1. Plan marketing activities

1.1 Need for marketing activities is identified1.2 Investigate previous marketing activities for relevant information1.3 Identify and analyse relevant policies and procedures 1.4 Identify outcomes expected from marketing activities 1.5 Undertake analysis of collected basic market information 1.6 Develop and document work activity plans for marketing activities 1.7 Obtain approval of plans from relevant enterprise personnel

3030, 3130, 31

30303030

1a1a1a1a1a

2. Implement and manage marketing activities

2.1 Determine and assess resources required for work activities 2.2 Undertake marketing activities 2.3 Assign responsibilities and functions to relevant personnel performing specific marketing functions2.4 Monitor marketing activities, reviewing and amending activity plans as required

30303030

1a, 1b1a1a

3. Review marketing activities

3.1 Measure and document outcomes of marketing activities 3.2 Review marketing activities against expected outcomes and document identified improvements 3.3 Prepare reports of marketing activities and communicate to relevant enterprise personnel

303030

1c1c1c


1. Gather and organise information

1.1 Gather and organise Information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements

1.2 Access information held by the organisation ensuring accuracy and relevance in line with established organisational requirements1.3 Ensure that methods of collecting information are reliable and make efficient use of resources in accordance with organisational

requirements1.4 Identify research requirements for combining online research with non-electronic sources of information1.5 Use business technology to access, organise and monitor information in accordance with organisational requirements1.6 Update, modify, maintain and store information, in accordance with organisational requirements

32

3232

323232

2

22

222

2. Research and analyse information

2.1 Clearly define objectives of research ensuring consistency with organisational requirements2.2 Ensure that data and research strategies used are valid and relevant to the requirements of the research and make efficient use

of available resources2.3 Identify key words and phrases for use as part of any online search strategy, including the use of Boolean operators and other

search tools2.4 Use reliable methods of data analysis that are suitable to research purposes2.5 Ensure that assumptions and conclusions used in analyses are clear, justified, supported by evidence and consistent with

research and business objectives

3333

33

32, 3332, 33

22

2

3. Present information 3.1 Present recommendations and issues in an appropriate format, style and structure using suitable business technology3.2 Structure and format reports in a clear manner that conforms to organisational requirements3.3 Report and distribute research findings in accordance with organisational requirements3.4 Obtain feedback and comments on suitability and sufficiency of findings in accordance with organisational requirements

3233

32, 3332

22

2





1. Define project 1.1 Access project scope and other relevant documentation 1.2 Define project stakeholders 1.3 Seek clarification from delegating authority of any issues related to project and project parameters1.4 Identify limits of own responsibility and reporting requirements1.5 Clarify relationship of project to other projects and to the organisation’s objectives1.6 Determine and access available resources to undertake project

343434343434

1a1a

1a

2. Develop project plan 2.1 Develop project plan including timelines, work breakdown structure, role and responsibilities and other details of how the project will be managed in relation to the project parameters

2.2 Identify and access appropriate project management tools2.3 Formulate risk management plan for project, including occupational health and safety (OHS)2.4 Develop and approve project budget2.5 Consult team members and take their views into account in planning the project2.6 Finalise project plan and gain any necessary approvals to commence project according to documented plan

34

3434343434

1a

1a1a

1a, 1c1a

3. Administer and monitor project

3.1 Take action to ensure project team members are clear about their responsibilities and the project requirements 3.2 Provide support for project team members, especially with regard to special needs, to ensure that the quality of the expected

outcomes of the project and documented time lines are met3.3 Establish and maintain required record keeping systems throughout the project3.4 Implement and monitor plans for managing project finances, resources (human, physical and technical) and quality 3.5 Complete and forward project reports as required to stakeholders3.6 Undertake risk management as required to ensure project outcomes are met3.7 Achieve project deliverables

3535

3535353535

1b1c

1a

1a, 1c1a

4. Finalise project 4.1 Complete financial record keeping associated with project and check for accuracy4.2 Assign staff involved in project to new roles or reassign to previous roles4.3 Complete project documentation and obtain any necessary sign offs for concluding project

363636

1b1c

1a, 1c

5. Review project 5.1 Review project outcomes and processes against the project scope and plan5.2 Involve team members in the project review 5.3 Document lessons learnt from the project and report within the organisation

363636

1c1c1c


1. Develop and maintain business networks

1.1 Use appropriate network strategies to establish and maintain relationships that promote the development of business opportunities

1.2 Identify and pursue network opportunities to maximise a range of contacts1.3 Communicate information regarding new networks to inform individuals, colleagues and clients of potential benefits1.4 Participate in professional networks and associations to obtain and maintain personal knowledge and skills

37

373737




2. Establish and maintain business relationships

2.1 Develop and maintain relationships to promote benefits consistent with organisational/client requirements2.2 Gain and maintain trust and confidence of contacts through demonstration of high standards of business practices2.3 Use a high level of negotiation skills to encourage positive outcomes2.4 Identify difficult situations and negotiate solutions using collaborative problem-solving techniques2.5 Seek specialist advice in the development of contacts where appropriate

3737373737

4

444

3. Promote the relationship

3.1 Develop strategies to represent and promote the interests and requirements of the relationship3.2 Use appropriate presentation skills to communicate the goals and objectives of the relationship3.3 Effectively communicate issues, policies and practices of the relationship to a range of audiences, in writing and verbally3.4 Obtain feedback to identify and develop ways to improve promotional activities within available opportunities

37373737

44

4


1. Initiate interpersonal communication with clients

1.1 Identify and use preferred client communication styles and methods1.2 Establish rapport with clients using verbal and non-verbal communication processes1.3 Investigate and act upon opportunities to offer positive feedback to clients1.4 Use open questions to promote two-way communication1.5 Identify and act upon potential barriers to effective communication with clients1.6 Initiate communication processes which relate to client needs, preferences and expectations

383838383838

4

2. Establish client relationship management strategies

2.1 Develop client loyalty objectives focussing on the development of long term business partnerships2.2 Assess client profile information to determine approach2.3 Develop client loyalty strategies to attract and retain clients in accordance with the business strategy2.4 Identify and apply client care and client service standards

38383838

4

4

3. Maintain and improve ongoing relationships with clients

3.1 Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels3.2 Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients3.3 Obtain feedback to develop and implement strategies which maintain and improve relationships with clients

383838

44

4. Build and maintain networks

4.1 Allocate time to establish and maintain business contacts4.2 Participate in business associations and/or professional development activities to establish and maintain a network of support for

the business and to enhance personal knowledge of the market4.3 Establish communication channels to exchange information and ideas4.4 Provide, seek and verify information to the network

3939

3939 4

BSBSMB405A Monitor and manage small business operations

1. Develop operational strategies and procedures

1.1 Develop an action plan to provide a clear and coherent direction, in accordance with the business goals and objectives1.2 Identify occupational health and safety (OHS) and environmental issues and implement strategies to minimise risk factors1.3 Develop a quality system for the business in line with industry standards, compliance requirements and cultural criteria1.4 Develop performance measures and operational targets to conform with the business plan1.5 Develop strategies for innovation, including the utilisation of existing, new or emerging technologies, where practicable, to

4040, 41, 42

404040

66666




optimise business performance

2. Implement operational strategies and procedures

2.1 Implement systems and key performance indicators/targets to monitor business performance and customer satisfaction2.2 Implement systems to control stock, expenditure/cost, wastage/shrinkage and risks to health and safety in accordance with the

business plan2.3 Maintain staffing requirements, where applicable, within budget to maximise productivity2.4 Carry out the provision of goods/services in accordance with established legal, ethical cultural and technical standards2.5 Provide goods/services in accordance with time, cost and quality specifications, and customer requirements2.6 Apply quality procedures to address product/service and customer requirements

4141

41414141

6

5, 6

6

3. Monitor business performance

3.1 Regularly monitor/review the achievement of operational targets to ensure optimum business performance, in accordance with the business plan goals and objectives

3.2 Review systems and structures, with a view to more effectively supporting business performance3.3 Investigate and analyse operating problems to establish causes and implement changes as required as part of the business

quality system3.4 Amend operational policies and procedures to incorporate corrective action

41, 42

4242

42

6

66

6

4. Review business operations

4.1 Review and adjust business plan, as required, to maintain business viability, in accordance with business goals and objectives4.2 Clearly record proposed changes to aid future planning and evaluation4.3 Undertake ongoing research into new business opportunities and adjust business goals and objectives as new business

opportunities arise

424242

66


1. Implement financial plan

1.1 Identify financial information requirements and obtain specialist services, as required, to profitable operate and extend the business in accordance with the business plan

1.2 Produce financial budgets/projections, including cash flow estimates, as required for each forward period, and distribute to relevant people in accordance with legal requirements

1.3 Negotiate, secure and manage business capital to best enable implementation of the business plan and to meet the requirements of financial backers

1.4 Develop and maintain strategies to enable adequate financial provision for taxation in accordance with legal requirements1.5 Develop, monitor and maintain client credit policies, including contingencies for debtors in default, to maximise cash flow1.6 Select key performance indicators to enable ongoing monitoring of financial performance1.7 Record and communicate financial procedures to relevant people to facilitate implementation of the business plan

43

43

4343434343

7

7

77777

2. Monitor financial performance

2.1 Regularly monitor and report on financial performance targets and analyse data to establish the extent to which the financial plan has been met

2.2 Monitor marketing and operational strategies for their effects on the financial plan2.3 Calculate and evaluate financial ratios according to own industry benchmarks2.4 Assess financial plan to determine whether variations or alternative plans are needed, and change as required

43

444444

7

77





1. Develop staffing plan 1.1 Staffing requirements to allow the business to run effectively are determined in accordance with business requirements as outlined in the business plan.

1.2 Existing skills/competencies of self and staff are identified and compared with business requirements to identify any gaps.1.3 Policies and procedures are developed to address recruitment, performance measures, induction, training and professional

development needs of owner/s and staff in accordance with the business plan.

45

4545

5

55

2. Recruit, induct and train the team

2.1 Job description and competencies required, clearly identified in accordance with business requirements , and employment vacancies advertised.

2.2 Information obtained from each candidate judged against specified selection criteria and selection decided in accordance with business and legal requirements.

2.3 New staff members inducted.2.4 Team members made aware of their responsibilities and performance requirements as soon as practicable and opportunities

taken to coach team members who are unfamiliar with business procedures.2.5 Systematic approach to training is taken, including demonstration and explanation, as appropriate to the skill or job being taught.

45

45

454545

5

555

3. Address industrial relations issues

3.1 Workplace rights and obligations of employers are clarified in accordance with legal requirements.3.2 Staff counselled if required, in a positive and constructive manner, and outcomes recorded accurately.

4648 5

4. Maintain staff records 4.1 Staff records system developed to provide timely and accurate information in accordance with confidentiality and legal requirements.

4.2 System for recording and retrieving personnel and payroll information monitored, accurately maintained and specialist advice sought where required.

46

46

5

5

5. Manage staffing issues 5.1 Contribution and skills of self and other team members are regularly reviewed to ensure performance is in line with agreed performance measures.

5.2 Staffing requirements are noted, monitored and adjusted especially in regards to the balance between operational and support personnel according to changing business requirements.

5.3 Allocation of staff to particular tasks/functions is continually monitored and reviewed in the light of business requirements and corrective action taken promptly as required.

5.4 Opportunities for staff to discuss work related issues regularly provided.5.5 Contingency plan developed to cope with unexpected or extreme situations and appropriate corrective action taken as required.

45, 47

47

474747

5

5

55

6. Review team performance

6.1 Positive and constructive relationships developed with and between team members.6.2 Team objectives in support of business goals are reviewed and updated on a regular basis in consultation with team members6.3 Strengths and weaknesses of team identified against current and expected work requirements.6.4 Time is scheduled on regular basis, for team members to review work operations to maintain and improve operational efficiency.6.5 Team members are encouraged to monitor their own performance, suggest improvements and to identify professional

development needs in accordance with personal and business requirements.

4848484848

5555

BSBSMB408A Manage personal, family, cultural and business obligations1. Identify personal and

business commitments/ obligations within family, cultural and

1.1 Identify the personal, family, cultural and/or community contexts in which the business operates1.2 Identify the personal, family, cultural and/or community commitments/obligations that impact on the business1.3 Consider strategies to address and minimise the negative impact these commitments/obligations may have on the business

504951

555




community contexts 1.4 Prepare workable plans to address and minimise the impact of these issues 51 5

2. Develop ethical work practices within family, cultural and community contexts

2.1 Develop a culturally appropriate work ethic in terms of personal, family and community obligations, and cultural requirements2.2 Identify and implement strategies to reinforce a culturally appropriate work ethic in the business2.3 Prepare contingency plans for when alternative action is required due to changes within the business, family, cultural and/or

community environments

525152

555

3. Review work practices within family, cultural and community contexts

3.1 Monitor personal, family, cultural and/or community commitments/obligations to identify any changes that might impact on the business

3.2 Review plans and strategies to ensure that negative impacts of any commitments/obligations are being addressed and implement any necessary changes

3.3 Monitor implementation of the culturally appropriate work ethic to ensure that it is supported and maintained in the business

52

52

52

5

5

5

BSBSMB409A Build and maintain relationships with small business stakeholders1. Establish and develop

communication and appropriate relationships with key stakeholders

1.1 Establish specific practices for communication with key stakeholders, in accordance with codes of practice, cultural protocols and agreed roles and responsibilities

1.2 Maintain specific ways of dealing with issues in communication with key stakeholders that adhere to codes of practice, cultural protocols and agreed roles and responsibilities

1.3 Identify and implement methods of working in culturally appropriate ways1.4 Identify and implement plans to deal with changes in circumstances and behaviours, as required

53

53

5353

44

2. Establish and develop roles and responsibilities in the small business

2.1 Clearly and accurately clarify roles and responsibilities in the business in accordance with organisational structure and lines of authority, codes of practice and job documentation

2.2 Identify and apply specific practices and behaviours from the codes of practice, that contribute to successful working relationships2.3 Clearly communicate responsibilities and practices to key stakeholders

53

5353

4

4

3. Review relationships with key stakeholders

3.1 Review communication practices used with key stakeholders and implement any necessary improvement strategies3.2 Monitor and evaluate relationships with key stakeholders and develop action plan/s needed to enhance relationships3.3 Evaluate roles and responsibilities in the business and undertake any revision necessary to improve successful working

relationships

545454

444
