Implement operational plan , Version 1.0.0

Certificate IV in Frontline Management

Assessment

BSBMGT402A – Implement operational plan

Version 1.0 – August 2010

Assignment introduction and instructions Page 1

BSBMGT402A – Implement operational plan

AssessmentIntroductionThis document outlines the assessment requirements for the unit BSBMGT402A – Implement operational plan.

This unit is from the Business Services Training Package (BSB07) and can be used as credit towards the Certificate IV in Frontline Management (BSB40807).

Assessment overviewTo receive a statement of attainment for the unit BSBMGT402A you must meet the evidence requirements for the unit. This includes evidence that you:

Implement operational plan by:

Identifying resource requirements and key performance indicators Acquiring resources required to implement the operational plan Monitoring operational performance

The assessment tasks in this document have been designed to help you provide sufficient evidence to demonstrate competence.

Assessment tasksThe assessment is divided into the six assessment tasks described below.

In most cases, completion of all assessment tasks, in accordance with the instructions provided, should be sufficient for you to gain a statement of attainment for the unit. Your assessor will advise you if there are any additional evidence requirements that need to be met.

The assessment tasks are:

Assessment Task 1 – On-course assessment questionnaire

Assessment Task 2 – Employee recruitment and induction

Assessment Task 3 – Resource acquisition

Assessment Task 4 – Plan operations

Assessment Task 5 – Monitor and review operations

Assessment Task 6 – Third party report

The assessment tasks were developed to help you provide evidence of your competence for the unit. A mapping table showing the elements and performance criteria that each assessment task addresses is provided on page 5.

The instructions for completing each assessment task begin on page 13.

Training Services Australia Implement operational planVersion 1.0.0, August 2010


Negotiating assessmentWhere possible, the assessment tasks in this document have been designed to provide you with flexibility and choice in how you go about your assessment. However, Training Services Australia recognises that the assessment tasks described herein are not the only way of demonstrating competence. Should you wish to provide alternative evidence to demonstrate your competence, please discuss this with your TSA assessor.

Should you negotiate with your assessor to provide alternative evidence to what is described in this document, you must document the agreed evidence and have your assessor sign the agreement before you proceed. This is required to prevent potential misunderstandings.

Re-assessment and appealsCandidates who are assessed as not yet competent are provided with at least one opportunity to be re-assessed.

Should you be assessed as not yet competent, your assessor will discuss the additional evidence they need you to provide, as well as the timeframe for gathering the additional evidence and how you will present it to the assessor. In some cases the assessor may recommend additional training prior to re-assessment.

Should you be dissatisfied with the assessment decision, you should initially take this up with your TSA assessor. If you remain dissatisfied, you are invited to discuss the matter with TSA’s Principal. Should you remain dissatisfied and wish to pursue the matter further, the Principal will arrange for your assignment to be assessed by an independent assessor.

Assessment timeframeIt is important that you undertake your assessment as soon as possible after the completion of the course. As a general rule, the longer you leave your assessment, the more you will forget of the knowledge and experience you gained on the course, and the harder it will become to complete.

Candidates are expected to submit their assessment within three months of attending the Implement operational plan workshop.

If, for any reason, you are unable to undertake the assessment within the specified timeframe, please contact Training Services Australia before the time limit expires. Our contact details are below.

If you do not undertake your assessment within the specified timeframe, you may be required to:

resit the course at your own expense; or

pay an hourly rate to be assessed

CertificationCandidates who have been assessed as competent are entitled to receive a statement of attainment for the units which make up this course.

Training Services Australia generally issues certificates or statements of attainment to people when they have completed all assessments for all of the courses in which they are enrolled.

If you are enrolled on other courses with TSA, but would like a separate statement of attainment for the units which make up this course, please request TSA administration to provide you with one.



Support / assistanceShould you require any support / assistance when undertaking your assessment, you are invited to contact your facilitator or another Training Services Australia staff member. We will do our best to provide you with the guidance you need. Our contact details include:

Telephone number: (08) 9422 6444

Email address: [email protected]

You are also encouraged to refer to your Learner’s Guide and to speak with peers who have experience in the area of management and supervision.

Face-to-face coaching by a Training Services Australia consultant is available if required. Information regarding the current hourly rate payable for this service can be obtained from TSA admin on the above telephone number or email address.

PlagiarismPlagiarism is a form of cheating. It is taking and using someone else's thoughts, writings or inventions and representing them as your own.

The following list outlines some of the activities for which a participant can be accused of plagiarism:

Handing in evidence copied from another student

Presenting the work of another individual or group as their own work

Submitting evidence without adequate acknowledgement of sources used, including assessments taken totally or in part from the internet

Plagiarism is a serious act. Participants found to have plagiarised any part of their evidence will be assessed as ‘not yet competent’ and all course fees will be forfeited.

Should you have any doubts about including the work of other authors in your assessments, please consult with your facilitator.

Electronic copy of assessment documentYou may find it useful to download an electronic copy of this document from the TSA website. Instructions for accessing the website are provided below.

Go to the TSA website (www.tsa-wa.com.au)

Select “Downloads” from the menu bar at the top of the screen

Select “FLM Course Downloads”

Select “BSBMGT402A – Implement operational plan”

Select “Implement operational plan, Version 1.0.0”

The username is ‘tsalearner’ and the password is ‘flm321’

If you are having trouble accessing the site, please contact TSA administration for assistance.


http://www.tsa-wa.com.au/

mailto:[email protected]


Submitting your assignmentAll completed assignment documentation should be submitted to:

Training Services Australia3/799 Beaufort Street

MT LAWLEY WA 6050

Please retain a copy of your completed assignment and all associated materials for your own records. Training Services Australia accepts no responsibility for materials which are lost in transit. Having a copy of your assignment on hand is also useful in case you receive a call from your assessor wanting to discuss / review certain aspects of your assignment with you.

Please note that Training Services Australia does not retain or return assignments following assessment and the recording of results on our database.

For administrative purposes, it is requested that after placing the pages of your assignment in order, you secure them with a bulldog clip and / or use some elastic bands to hold the assignment together.

Please do not:

bind your assignment

place each sheet in a separate plastic sleeve

place your assignment in a file

staple all of the pages together

FeedbackTraining Services Australia welcomes your feedback on this assessment. Some options for providing feedback include:

Sending an email to your facilitator or to [email protected]

Telephoning your facilitator or a TSA consultant on 08 9422 6444

Attaching a note to your assignment at the time of submission




MAPPING OF ASSESSMENT TASKS TO COMPETENCY STANDARD

The following table indicates how the assessment tasks for this unit are used to demonstrate competency against each of the performance criteria.

UNIT: BSBMGT402A IMPLEMENT OPERATIONAL PLAN ASSESSMENT TASK

ELEMENT PERFORMANCE CRITERIA 1 2 3 4 5 6

1. Implement operational plan

1.1 Collate, analyse and organise details of resource requirements in consultation with relevant personnel, colleagues and specialise resource managers

1.2 Implement operational plans to contribute to the achievement of the organisation’s business plan

1.3 Identify and use key performance indicators (KPIs) to monitor operational performance

1.4 Undertake contingency planning and consultation processes

1.5 Provide assistance in the development and presentation of proposals for resource requirements in line with operational planning processes

2. Implement resource acquisition

2.1 Recruit and induct employees within organisation’s policies, practices and procedures

2.2 Implement plans for acquisition of physical resources and services within organisation’s policies, practices and procedures and in consultation with relevant personnel

3. Monitor operational performance

3.1 Monitor performance systems and processes to assess progress in achieving profit / productivity plans and targets

3.2 Analyse and use budget and actual financial information to monitor profit / productivity plans and targets

3.3 Identify unsatisfactory performance and take prompt action to rectify the situation according to organisational policies

3.4 Provide mentoring, coaching and supervision to support individuals and teams to use resources effectively, economically and safely

3.5 Present recommendations for variation to operational plans to the designated persons / groups and gain approval

3.6 Implement systems, procedures and records associated with performance in accordance with organisation’s requirements


Assessment Cover Sheet Page 7

Implement Operational PlanAssessment Cover Sheet

Unit of competency: BSBMGT402A – Implement operational plan

Date of workshop you attended: ______________________________________________

Name of TSA facilitator: ______________________________________________

Your name: ______________________________________________

Date of birth: ______________________________________________

Your address: ______________________________________________

______________________________________________

______________________________________________

Company / organisation: ______________________________________________

Phone: ____________________(work)__________________(home)

Phone (mobile): ______________________________________________

Email: ______________________________________________

Declaration and confidentiality agreement

I declare that the work presented in this assignment is my own and that no part has been copied from another person, or written for me by another person.

I agree to allow Training Services Australia to discuss the progress / results of my assignment with my supervisor or a representative from my organisation should this be required.

I give permission for Training Services Australia to use my assignment for assessment moderation / validation purposes.

Signature: ______________________________ Date: ________________

If you have any queries regarding the completion of this assignment, please contact Training Services Australia:

Phone: (08) 9422 6444 Fax: (08) 9473 1922 Email: [email protected]

Please ensure that you keep a copy of your assignment for your own records.



Assessment Checklist Page 9

Operational Planning and Client ServiceAssessment Checklist

Candidate name:

Please use this checklist to ensure all parts of your assignment are complete. Please submit a copy of the checklist with your assignment.

Evidence summary

Candidate use

Provided()

DescriptionTSA assessor use

Evidence satisfactory

()

Assessment Task 1 – On-course questionnaire

All questions and activities completed satisfactorily

Section 1 – Introduction to operations management

Section 2 – Planning concepts

Section 3 – Planning operations

Section 4 – Implement resource acquisition

Section 5 – Monitor operational performance

Assessment Task 2 – Employee recruitment and inductionPART A – Recruitment flow chart (Q1) and time estimate (Q2)

PART B – Evidence of employee induction

PART B – Suggestions for improving induction process

Assessment Task 4 – Resource acquisitionAnswers to Q1 – Q3 showing your understanding of how resource acquisition principles apply to your organisation

Assessment Task 5 – Plan operations5A – Overview of team’s operations

5B – Key performance indicators

5C – Resource requirements for team’s operations

5D – Plans and planning tools

5E – Contingency planning

Assessment Task 6 – Monitor and review operations6A – Monitoring overview

6B – Resource monitoring

6C – Analysis of financial information

6D – Supervision, coaching and mentoring

6E – Identifying and rectifying unsatisfactory performance

6F – Recommending variations to operations


Assessment Checklist Page 11

Assessment Task 7 – Third party reportThird party report has been completed in full and comments have been provided

Assessment Cover Sheet is completed in full (including signature).

The assessment tasks and any supplementary evidence is clearly labelled and compiled in a logical manner.

Sections below this line are for completion by a TSA assessor

TSA assessor’s comments on assessment tasks:

Following analysis of the evidence, additional evidence is required in the following areas:

Area Satisfactory evidence provided ()

Assessor’s signature: Date:


Assessment Task 1 – On-course questions and activities Page 13

ASSESSMENT TASK INSTRUCTIONS

Assessment Task 1 – On-course assessment questions and activities

For this Assessment Task you are required to complete and submit the on-course assessment questionnaire.

This is printed on yellow paper and is located at the end of your Learner’s Guide.

You will be given time to answer most of the questions and complete the activities during the course. If there is sufficient time, your facilitator may mark some or all of the questions and activities during the course.

Note: Even if your questions have been marked during the course, you must still submit them with the rest of your assessment documentation.

Training Services Australia Implement operational plan Version 1.0.0, August 2010

Assessment Task 2 – Employee recruitment and induction Page 15

Assessment Task 2 – Employee recruitment and induction

Section 4 of your Implement Operational Plan Learner’s Guide contains information which may assist you to complete this Task.

Part A – Employee recruitment

1. Develop a flow chart showing the process you would need to follow if you wanted to recruit a new member for your team. You may wish to refer to the example in Section 4 of your Learner’s Guide for an idea of where to start.

2. Provide a time estimate for the overall recruitment process and for each of the steps you identified in your flow chart.

Part B – Employee induction

You have three options for completing this part of the task. If possible, you should complete Option A. If this is not practical for you to complete in the time available (e.g., you have not recently inducted a new employee and are unlikely to be able to in the near future) you should complete Option B. If Option B is not practical in your work environment, you may complete Option C instead.

OPTION A1. Provide an example of a workplace induction you have conducted (including a copy of

the paperwork showing the areas addressed during the induction).

2. Based on your own observations and feedback from the person you inducted, what recommendations would you make for improving your organisation’s induction process?

OR(if this is not practical for you to complete in the time available)

OPTION B1. Conduct a simulated induction with a member of your work team and submit a copy of

the signed paperwork showing the areas addressed during the induction. You should conduct this exercise as a way of reviewing and improving the induction process for your team.

2. Based on the outcomes of the simulated induction, what recommendations would you make for improving your organisation’s induction process?

OR(if this is not practical for you to complete)


Assessment Task 2 – Employee recruitment and induction Page 16

OPTION C1. Review the induction process that would be used in your organisation if a new person

was to join your work team. Provide a copy of the paperwork showing the areas that would be addressed during the induction (e.g., induction checklist).

2. Provide a list of suggestions about how the existing induction process could be improved. Your suggestions could relate to the information presented during the induction, the order in which the information is presented, and / or the timeframe over which the induction is conducted.


Assessment Task 3 – Resource acquisition Page 17

Assessment Task 3 – Resource acquisition


1. What physical resources are you authorised to acquire as part of your job? What is the limit (dollar value) on your authorisation?

If you are not authorised to acquire resources, please provide information about those in the organisation who are authorised, and their authorisation limits.

2. a. What is the largest acquisition you have been involved in making as part of your job?

b. Outline the acquisition process you followed.

c. What organisational policies / procedures were you required to follow in making the acquisition?

If you have not been involved in making a resource acquisition for your organisation, please research and complete this question in relation to a resource acquired by someone else in the organisation.

3. Briefly outline the process / procedures you would need to follow within your organisation to acquire the following:

a. A new piece of stationery (i.e., something different to what is normally found in your stationery cupboard)

b. A new computer (assume yours is no longer working)

c. External training (for yourself or one of your staff)

d. A voucher or reimbursement for a work related taxi trip

e. An item of safety equipment (e.g., a fire extinguisher)


Assessment Task 4 – Plan operations Page 19

Assessment Task 4 – Plan operations

Sections 1 – 3 of your Implement Operational Plan Learner’s Guide contain information which may assist you to complete this Task.

For this assessment task you are required to show how you plan your team’s operations.

The assessment task has been broken down into a number of parts to assist you in providing evidence which meets the requirements of the unit.

Part A – Overview of team’s operationsProvide an overview of your team and its operations using the attached template.

TEAM OVERVIEW TEMPLATE

Why does my team exist? What do we do any why?

How do my team’s operations support the achievement of the organisation’s higher level plans (e.g., business plan / strategic plan)?

Who are my team’s customers?Consider both internal and external customers

What are my team’s outputs?Consider things you produce (products) and / or services you provide



TEAM OVERVIEW TEMPLATE

What are my team’s value adding processes?Consider what your staff do; the tasks and activities they perform; the procedures they follow; what they do with the organisation’s plant and equipment, etc

What are my team’s inputs?Consider things such as raw materials, consumables / supplies, plant / machinery / equipment, facilities, energy / fuel, funds, etc

Who are my team’s suppliers?Consider both internal and external suppliers

What are the main organisational systems, policies and procedures which guide the operations of my team?



Part B – Key performance indicatorsList / describe the key performance indicators (KPIs) used to monitor the performance of your team and the target levels and timeframes for each of these indicators.

If your team does not have key performance indicators, provide suggestions of two or three KPIs that you could use. You may wish to refer to Section 3 of your Learner’s Guide for suggestions.

Part C – Resource requirements for team’s operations1. Prepare a list of the key resource requirements your team needs to meet its operational

goals. Note that resources may include staff, facilities, equipment, supplies, energy, time, etc. Please be sure to include actual / estimated quantity requirements for each resource.

You may find it useful to present your list in a format similar to the example shown below.

Resource requirements worksheetUnit: Associated

tasks:Date prepared:Resource Quantity When needed? From where? Estimated cost

2. Who do you consult with to determine / confirm the resource requirements you identified above?

3. Who do you consult with / work with to ensure that the identified resources are organised / available when required?



Part D – Plans and planning tools1. Provide at least two examples of plans you have developed and / or planning tools you

have used to support your team in meeting the requirements of the operational plan.

Your examples could include:

Action plans / implementation plans you have developed to help implement parts of the operational plan

Job safety analysis Staff roster Production plan Service plan Training plan Gantt chart Network diagram / flow chart Resource load chart Service delivery briefing pre-start form

2. List the different people / groups of people you consulted with when developing your plans / preparing your planning tools. For each person / group on your list, briefly indicate why you consulted with them and how you consulted with them.

Part E – Contingency planningIdentify the most significant risks to effective and efficient operations of your team. You should identify at least three risks. For each risk:

Use a basic risk analysis approach to evaluate the risk

Identify the measures that have been put in place to control / reduce the risk

Identify any additional control measures / contingency plans that should be put in place

You may wish to present your information in a format such as the one shown below. An example of how to complete this table is provided in Section 3 of your Learner’s Guide.

Risk #1 Risk #2 Risk #3

Brief description of risk

Expectation that risk will occur (1 – 10)

Impact of the risk (1 – 10)

Risk evaluation (expectation x impact)

Current control measures (if any)

Any additional control measures you believe should be used


Assessment Task 5 – Monitor and review operations Page 23

Assessment Task 5 – Monitor and review operations


For this assessment task you are required to show how you monitor and review your team’s operations.

The assessment task has been broken down into a number of parts to assist you in providing evidence which meets the requirements of the unit.

Part A – Monitoring overviewBriefly outline how you monitor your team’s performance. In preparing your response, consider how you monitor:

people performance

plan performance

output performance

financial performance

You may wish to refer to Section 5 of your Learner’s Guide for information on these areas.

Part B – Resource monitoringa. Provide evidence of how you monitor / track your team’s resource use.

b. What does your monitoring indicate about the effectiveness of your resource planning?

c. Provide an example of an improvement you have made (or could make) to your resource planning as a result of your monitoring.



Part C – Analysis of financial information

Note: Any financial information you supply as part of your evidence for this assessment task will be treated with the strictest confidence by your TSA assessor.

1. Provide evidence showing how you have monitored your team’s performance by reviewing actual financial information for your team and comparing it with your team’s budget.

It is recommended that you do this by providing a copy of the budget(s) relating to your team’s operational plan and showing how you analysed the budget(s) for any variations.

2. What did your analysis indicate about your team’s performance and what action(s) (if any) did you take as a result?

ORIf you do not normally have access to a budget / financial information for your team, speak with your supervisor about accessing some higher level budget / financial information which you can analyse and comment on.

Briefly describe:

a. the information you analysed

b. how you analysed the information

c. your findings from the analysis

Part D – Supervision, coaching and mentoringProvide two examples of supervision, coaching or mentoring you have provided to team members, or groups of staff, to help them use resources effectively, economically and safely.

Please provide your examples in the following format.

DatePerson / group to

whom support was provided

How need for support was

identified

Brief description of support provided and how it assisted the person / group to use resources to the required standard



Part E – Identifying and rectifying unsatisfactory performanceProvide two examples of situations where you have identified and addressed unsatisfactory operational performance / resource wastage in your team.

For each example, please provide the following information:

What the unsatisfactory performance was

Why the performance was unsatisfactory / how it impacts on your operational plan

How you identified the unsatisfactory performance

The actions you took to rectify the situation

Comment on the success (or otherwise) of your actions

Note: If you used any problem solving tools / techniques (e.g., cause-and-effect diagrams or brainstorming) in relation to either of your examples, please provide a copy / details.

Part F – Recommending variations to operations1. Provide an example of a recommendation / recommendations you have made to vary an

aspect of your team’s operations. You may use a real example or create a fictional example for the purpose of this assessment task.

Your recommendation should be detailed in appropriate documentation such as a letter, memo, email, meeting notes, or using your organisation’s standard forms.

Please ensure the reasons for your recommendation are clearly stated.

2. How did you / would you gain approval for your recommendation(s)?

Part G – Managing operational planning records

What records did you keep in relation to the operational plan you implemented and how were these stored?


Assessment Task 6 – Third party report Page 27

Assessment Task 6 – Third party report

For this assessment task you are required to obtain a third party report from your supervisor / manager.

The purpose of this report is to help confirm that you understand and apply the competencies covered by this course in your workplace.

The suggested approach for completing this task is to:

1. Provide your third party with a copy of the attached instructions (page 29) and the third party report documentation (starting on page 31).

2. Arrange a time to meet with them to discuss the third party report. We estimate that the meeting would typically take between ten and fifteen minutes, depending on how familiar the third party is with your work. We recommend that you bring a copy of your assessment work to the meeting in case the third party would like to see some examples of the evidence you have produced.

3. Ask the third party to fill out the report (including signature and date at the bottom of the second page) and get them to return it to you for inclusion in your assignment.



Instructions for Third Party Evidence Report(To be completed by the candidate’s supervisor)

In order to make a judgement about the candidate’s ability to ‘Implement operational plan’ we are required to collect evidence from a range of contexts and over a period of time.

Some of the main sources of evidence that we use are samples of the candidate’s work products, and the candidate’s responses to questions about how they undertake certain tasks and activities in the workplace. While this generally gives us a good indication of the candidate’s overall knowledge and ability, it is sometimes difficult to judge how well the candidate understands and follows the organisation’s specific requirements.

Consequently, we request that you assist in making this judgement by completing this third party evidence report. We value your contribution and ask that you answer the questions honestly.

We recommend that you have a short discussion with the candidate about each of the points in the attached checklist as a way of satisfying yourself that the candidate meets the organisation’s requirements. You may also wish to take a look at some of the evidence the candidate has prepared for their assignment as a way of double checking that the candidate has the required knowledge and understanding.

If you believe that the candidate’s knowledge, understanding and performance is inadequate in some of the areas covered in this report, we request that you work with the candidate to help improve their performance in these areas to a satisfactory level. Alternatively, you may wish to speak with a consultant at Training Services Australia about additional training you believe would be required to help the candidate reach the required standard of performance.

Should you have any questions or concerns with regard to completing this third party report, or would like to discuss any aspects of the candidate’s performance in relation to this unit, please contact Training Services Australia on (08) 9422 6444.

We would appreciate if you could please give the completed report to the candidate to submit with their assignment.

Please note that a Training Services Australia assessor may contact you should we require additional information to assist in making our assessment decision.



Third Party Evidence Report for Implement Operational Plan

Name of candidate:

Organisation:

Your name:

Your position:

Your phone no: Your email address:

Work relationship to the candidate:

Approximate length of time you have worked with the candidate:

Does the candidate consistently meet your organisation’s performance standards for each of the following:

Yes / No / Unsure

Implementing operational planCharacteristics of effective performance include:

Collates, analyses and organises details of relevant resource requirements with relevant personnel, colleagues and specialist resource managers

Implements operational plans to contribute to the achievement of the organisation’s performance / business plan

Identifies and uses key performance indicators to monitor operational performance Undertakes contingency planning and consultative processes as required Assists in the development and presentation of proposals for resource requirements in

line with operational planning processes

Implementing resource acquisitionCharacteristics of effective performance include:

Recruits and inducts employees within the organisation’s policies, practices and procedures

Implements plans for acquisition of physical resources and services within the organisation’s policies, practices and procedures in consultation with relevant personnel

Monitoring operational performanceCharacteristics of effective performance include:

Monitors performance systems and processes to assess progress in achieving profit / productivity plans and targets

Analyses and uses budget and actual financial information to monitor profit / productivity performance

Identifies unsatisfactory performance and takes prompt action to rectify the situation according to organisational policies

Provides mentoring, coaching and supervision to support individuals / teams to use resources effectively, economically and safely

Presents recommendations for variations to operational plans for approval by designated persons / groups

Implements systems, procedures and record keeping associated with performance in accordance with the organisation’s requirements



Does the candidate consistently meet your organisation’s performance standards for each of the following:

Yes / No / Unsure

Does the candidate have adequate knowledge of, and comply with, legislation relevant to their role in implementing operational plans within the organisation?

Does the candidate understand and follow organisational systems, policies and procedures relevant to the operations of their work team?

Does the candidate have basic coaching and mentoring skills to support team members / colleagues?

Please provide some brief comments to support your responses. If you have ticked ‘no’ in any of the boxes, please elaborate on those areas in particular.

Please comment on whether you believe the training undertaken by the candidate as part of this course has been beneficial.

Third party signature: Date:

Please give the completed third party report to the candidate to submit with their assignment.


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