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Assessment 1 BSBMGT502B 1. Page 1 Assessment 1.
2. Page 2 Assessment 2.
Assessment Task 1 BSBMGT502B Manage people performance
© 2009 Innovation & Business Industry Skills Council Ltd Page 2 of 12
Procedure
1. As a team, use the company you have created and complete the operational and departmental goals of the operational plan.
2. As a team, create and develop profiles for 3 different ‘workers’ in that company to be ‘managed’ by you and your team mates (Identify job roles and departments).
3. Have your facilitator approve your team’s worker profiles.
4. You must then take responsibility for one of the ‘workers’ and be their manager.
5. Develop individual goals, KPIs and tasks for your worker and document these in the worker’s performance management plan.
6. Create three reasons why your worker is not achieving their KPIs (performance issues). You can select the reasons from the list below or develop your own:
high levels of absenteeism at performance team meetings
missing deadlines for task deliverables
poor team work
poor communication skills
7. Conduct 2 coaching role plays. This will require the involvement of the other members of your Performance Team. One team member must assume the role of your worker while the other team member is an observer of the role play:
Brief the team members on the required performance (KPIs) and performance issues you have identified for your worker
Coach the team member (your worker) on the identified performance issues while being observed
Prepare a performance development plan on the basis of the outcomes of each coaching session
Prepare file notes from these coaching sessions to be placed on the worker’s file
Complete a reflection sheet and your observer completes an observer sheet (refer attached templates)
8. Undertake a performance appraisal meeting with your worker (with the same team member playing the role) and complete the performance management and performance development plans and record notes or the worker’s file.
9. Present your finding to the class at a time allocated to you by your assessor.
Note: during the presentation, you will have access to data projection equipment and whiteboards if required.
Assessment Task 1 BSBMGT502B Manage people performance
© 2009 Innovation & Business Industry Skills Council Ltd Page 4 of 12
Operational Plan
Operational Goals Department Goals Progress
Goal Focus KPI Reason/ Barriers
Department Deliverable Goal KPI Due 1 2 3 4 5 6
Assessment Task 1 BSBMGT502B Manage people performance
© 2009 Innovation & Business Industry Skills Council Ltd Page 5 of 12
Performance Management Plan
Name/Position:
Manager: Review Period:
Reference from Operational Plan
Key result area Indicator of Success/Performance
By When
Status Report
Manager’s comments
Signature
Date
Staff member’s comments
Signature
Date
The Office Assistant – Operational Plan 2012-2013
Page | 1
Overview
1.0 Executive Summary
‘The Office Assistant’ is a retail store that sells office products and services. The company has 4 stores around Sydney, including the Head Office store situated in Sydney City.
Key products include office supplies, ink and toner needs, electrical equipment and office furniture.
Key services include photocopying, printing, equipment hire and packaging and posting services.
1.1 Mission
The Office Assistant’s mission is to provide a comprehensive range of office products and services to our customers. We exist to attract and maintain customers. When we adhere to this maxim, everything else will fall into place. Our services will exceed the expectations of our customers.
1.2 Business Plan Objectives
1. The organisation has the strategic objective to grow the services component of the business in the next twelve months.
2. The objective is increase services sales by 10% by 30 June 2013.
1.3 Keys to Success
Success will be dependent upon:
Exceptional product and service quality
We will employ ten full time equivalent employees (FTEs) for the stores. Of these, four FTEs will have formal graphic design qualifications. We will provide product and service knowledge training.
Time-efficient and cost-effective development processes. We will purchase an additional printer and photocopier for each store and a delivery van to provide for the increase in sales. We will reorganize fixtures and fitting within the stores to make space for the new equipment.
Expert and knowledgeable staff. We will multi-skill our current retail product staff to include service knowledge.
The Office Assistant – Operational Plan 2012-2013
Page | 4
Reorganisation of fixtures and fittings - building
To create additional space for the required increase in productivity in the service division.
It will be done on the 4 stores around Sydney.
Hire a local builder or handyman to do the reorganisation of fixtures and fittings.
Store Managers
30th June 2013
Reorganisation of fixtures and fittings
To install the additional tables, chairs and workbenches in the new space for the required increase in productivity in the service division.
It will be done on the 4 stores around Sydney.
Contact suppliers for quotes and puchase additional tables, chairs and workbenches .
Store Managers
31st Aug 2012
All additional tables, chairs and workbenches installed in the new space by 31st Aug 2012
To train retail product staff to acquire service knowledge and be multiskilled.
To increase sales multi-skilling existing sales staff at the stores.
It will be done on the 4 stores around Sydney.
Deliver training programs
Store Managers
31st Aug 2012
All existing retail product staff training in mult-skilling completed by 31st Aug 2012
To employ 6 FTEs for stores
To increase sales capacity by recruiting 6 FTE sales staff at the stores.
It will be done on the 4 stores around Sydney.
Recruit additional sales personned
Store Managers
31st Aug 2012
The Office Assistant – Operational Plan 2012-2013
Page | 5
To induct and train 6 FTEs for stores
To provide exceptional product and service quality
It will be done on the 4 stores around Sydney.
Train new employees in customer service, communication, numeracy and knowledge of office products and services
Store Managers
30th Oct 2012
6 FTEs employed, inducted and trained by 30th Oct 2012
To employ 4 Graphic Designer FTEs for stores
To increase sales capacity by recruiting 4 FTE sales staff at the stores.
It will be done on the 4 stores around Sydney.
Recruit additional sales personnel
Store Managers
31st Aug 2012
To induct and train 4FTEs Graphic Designers for stores
To provide exceptional product and graphic design service quality
It will be done on the 4 stores around Sydney.
Train new employees in customer service, communication, numeracy, knowledge of office products and services and graphic design
Store Managers
30th Oct 2012
4 FTEs Graphic Designers employed, inducted and trained by 30th Oct 2012
Operational Goals Department Goals ProgressGoal (KRA‐Organisation) Focus KPI Reason/ Barriers Department Deliverable Goal (KRA Department) KPI Responsible Due 1 2
Head Office Store 1
Retail producte staff trained
To increase sales multi‐skilling existing sales staff at the stores.
Training programs deliveredHead Office Store Trainer
31st Aug 2012
Store 2Retail producte staff trained
To increase sales multi‐skilling existing sales staff at the stores.
Training programs delivered Store 2 Trainer31st Aug 2012
Store 3Retail producte staff trained
To increase sales multi‐skilling existing sales staff at the stores.
Training programs delivered Store 3 Trainer31st Aug 2012
Store 4Retail producte staff trained
To increase sales multi‐skilling existing sales staff at the stores.
Training programs delivered Store 4 Trainer31st Aug 2012
Head Office Store 1
Additional sales personnel recruited
To increase sales capacity by recruiting 3 FTE sales staff at the Head Office store.
Additional sales personnel recruitedHead Office HR Manager
31st Aug 2012
Store 2Additional sales personnel recruited
To increase sales capacity by recruiting 1 additional FTE sales staff at the store.
Additional sales person recruitedStore 2 HR Supervisor
31st Aug 2012
Store 3Additional sales personnel recruited
To increase sales capacity by recruiting 1 additional FTE sales staff at the store.
Additional sales person recruitedStore 3 HR Supervisor
31st Aug 2012
Store 4Additional sales personnel recruited
To increase sales capacity by recruiting 1 additional FTE sales staff at the store.
Additional sales person recruitedStore 4 HR Supervisor
31st Aug 2012
Head Office Store 1
Training programs delivered
To provide exceptional product and service quality by training 3 FTE sales staff at the Head Office store.
Training programs deliveredHead Office Store Trainer
30th Oct 2012
Store 2Training programs delivered
To provide exceptional product and service quality by training 1 additional FTE sales staff at the store.
Training programs delivered Store 2 Trainer30th Oct 2012
Store 3Training programs delivered
To provide exceptional product and service quality by training 1 additional FTE sales staff at the store.
Training programs delivered Store 3 Trainer30th Oct 2012
Store 4Training programs delivered
To provide exceptional product and service quality by training 1 additional FTE sales staff at the store.
Training programs delivered Store 4 Trainer30th Oct 2012
Head Office Store 1
Additional sales personnel recruited
To provide product and graphic design service quality
Additional graphic design person recruitedHead Office HR Manager
31st Aug 2012
Store 2Additional sales personnel recruited
To provide product and graphic design service quality
Additional graphic design person recruitedStore 2 HR Supervisor
31st Aug 2012
Store 3Additional sales personnel recruited
To provide product and graphic design service quality
Additional graphic design person recruitedStore 3 HR Supervisor
31st Aug 2012
Store 4Additional sales personnel recruited
To provide product and graphic design service quality
Additional graphic design person recruitedStore 4 HR Supervisor
31st Aug 2012
Head Office Store 1
Graphic designer trained
Train new employees in customer service,communication, numeracy, knowledge of office products and services and graphic design
Training programs deliveredHead Office Store Trainer
30th Oct 2012
To provide product and graphic design service quality
To employ 4 Graphic Designer, one for each store
To train retail product staff to acquire service knowledge and be multiskilled.
To increase sales by multi‐skilling existing sales staff at the stores.
To employ 6 FTEs for stores; 3 at the Head Office Store and one at each of the other stores
To increase sales capacity by recruiting 6 FTE sales staff at the stores.
To induct and train 6 FTEs for stores
To provide exceptional product and service quality
Human Resources ‐ Recruitment &
Training
Store 2 Graphic designer trained
Train new employees in customer service,communication, numeracy, knowledge of office products and services and graphic design
Training programs delivered Store 2 Trainer30th Oct 2012
Store 3 Graphic designer trained
Train new employees in customer service,communication, numeracy, knowledge of office products and services and graphic design
Training programs delivered Store 3 Trainer30th Oct 2012
Store 4 Graphic designer trained
Train new employees in customer service,communication, numeracy, knowledge of office products and services and graphic design
Training programs delivered Store 4 Trainer30th Oct 2012
To induct and train a Graphic Designer for each store
To provide exceptional product and graphic design service quality at each store
Performance Management Plan
Name/Position: Jim Green Store 2 HR Supervisor
Manager: Sue Brown Head Office HR Manager
Review Period: July – Dec 2012
Reference from Operational Plan
Key Result Area (KRA)
KPI - Indicator of Success/Performance
By When
Status Report
To grow the service component of the business –
Human Resources - Recruitment & Training
To increase sales capacity by recruiting 1 additional FTE sales staff at the store.
Additional sales person recruited by 31st Aug 2012
1st Sept
2012
To grow the service component of the business –
Human Resources - Recruitment & Training
To provide product and graphic design service quality by recruiting a Graphic Designer for the store
Additional graphic design person recruited by 31st Aug 2012
1st Sept
2012
Manager’s comments
Signature
Date
Staff member’s comments
Signature
Date
Key to Names/Positions:
Head Office Store Trainer Jo Smith Head Office HR Manager Sue Brown
Store 2 Trainer Ric Jones Store 2 HR Supervisor Jim Green
Name/Position: Ric Jones Store 2 Trainer
Manager: Jo Smith Head Office Store Trainer
Review Period: July – Dec 2012
Reference from Operational Plan
Key Result Area (KRA)
KPI - Indicator of Success/Performance
By When
Status Report
To grow the service component of the business –
Human Resources - Recruitment & Training
To increase sales capacity by multi-skilling existing sales staff at the store.
Train retail product staff to acquire service knowledge and be multiskilled by 31st Aug 2012.
1st Sept
2012
To grow the service component of the business –
Human Resources - Recruitment & Training
To provide
exceptional product
and service quality by
training 1 additional
FTE sales staff at the
store.
Training programs delivered by 30th Oct 2012
1st Nov.
2012
To grow the service component of the business –
Human Resources - Recruitment & Training
To provide
exceptional product
and graphic design
service quality at the
store
Graphic designer trained by 30th Oct 2012
1st Nov.
2012
Manager’s comments
Signature
Date
Staff member’s comments
Signature
Date
3
Questions?
