BSSBB0077:: SBBuussiinneessss Seerrvviicceess ...trainingresourcesrto.com.au/training-resources/BSB40807-Assessor... · BSSBB0077:: SBBuussiinneessss Seerrvviicceess TTrraaiinniinngg

BBSSBB4400880077 CCeerrttiiffiiccaattee IIVV iinn FFrroonnttlliinnee

MMaannaaggeemmeenntt

BBSSBB0077:: BBuussiinneessss SSeerrvviicceess TTrraaiinniinngg PPaacckkaaggee

AAsssseessssoorr GGuuiiddee

BSB40807: Certificate IV in Frontline Management: Assessor Guide

© Sandy Welton BSB40807_Assessor Guide_SAMPLE January 2012

TTaabbllee ooff CCoonntteennttss Purpose of this Assessor Guide 5 Core Units 5 Elective Units 5 Instructions to Assessor 5 Safety 5 Australian Qualifications Framework 6 Employability Skills 7 Mapping of assessment tasks 8 Assessment 1: Written Questions - Customers and promotions 9 Assessment 2 - Project - Customers and promotions 14 Task 1: 14 Task 2: 14 Task 3: 15 Task 4: 15 Assessor notes: 16 Assessment 3: Written Questions - Leading the team 20 Assessment 4 - Project - Leading the team 25 Task 1: 25 Task 2 26 Task 3 27 Assessor notes: 28 Assessment 5: Written Questions - Managing Projects and Risks 32 Assessment 6 - Project - Managing Projects and Risks 38 Task 1: 38 Task 2: 39 Task 3 41 Assessor notes: 42 Assessment 7: Written Questions - Occupational Health and Safety 47 Assessment 8 - Project - Occupational Health and Safety 52 Task 1: 52 Task 2: 52 Task 3: 52 Task 4: 53 Assessment 9: Written Questions - Legislation 59 Assessment 10 - Project - Legislation 63 Task 1: 63 Task 2: 64 Candidate self-assessment and submission of evidence 67 Mapping Summary 68 BSBMGT401A Show leadership in the workplace 68 BSBMGT402A Implement operational plan 68 BSBOHS407A Monitor a safe workplace 69 BSBWOR402A Promote team effectiveness 71 BSBCMM401A Make a presentation 72 BSBCUS501A Manage quality customer service 73 BSBMGT403A Implement continuous improvement 75 BSBMKG413A Promote products and services 75 BSBPMG510A Manage projects 76 BSBRSK401A Identify risk and apply risk management processes 78 Employability skills 79



PPuurrppoossee ooff tthhiiss AAsssseessssoorr GGuuiiddee

This assessor guide contains all of the summative assessment activities for the qualification BSB40807 Certificate IV in Frontline Management.

The qualification rules require completion of 10 units in total, being 4 core units and 6 electives. There is considerable choice of electives in the packaging rules.

This assessor guide is designed to be used in a learning and assessment pathway for a target group attending one day workshops on a regular basis, together with workplace projects to be completed between workshops.

The training and assessment process is holistic and clustered.

For this reason, electives have been previously selected - as the most appropriate for clustered assessment and also to cover the key range of skills and knowledge relevant to a Frontline Manager.

CCoorree UUnniittss 1. BSBMGT401A Show leadership in the workplace 2. BSBMGT402A Implement operational plan 3. BSBOHS407A Monitor a safe workplace 4. BSBWOR402A Promote team effectiveness

EElleeccttiivvee UUnniittss 5. BSBCMM401A Make a presentation 6. BSBCUS501C Manage quality customer service 7. BSBMGT403A Implement continuous improvement 8. BSBMKG413A Promote products and services 9. BSBPMG510A Manage projects 10. BSBRSK401A Identify risk and apply risk management processes

IInnssttrruuccttiioonnss ttoo AAsssseessssoorr

This Assessor Guide is the partner to the candidate’s Assessment Workbook.

It contains all of the assessment activities together with benchmark answers and assessment criteria to guide your assessment.

Please ensure when marking the candidate’s work that you adhere to the benchmark answers and criteria.

They provide guidance to you (the assessor), in order to ensure consistency of assessment.

SSaaffeettyy

If at any time during the assessment process, you consider that the safety of any person is at risk you must abort the assessment session.



AAuussttrraalliiaann QQuuaalliiffiiccaattiioonnss FFrraammeewwoorrkk

The assessment activities in the candidate’s Assessment Workbook are designed to incorporate the characteristics and distinguishing features of learning outcomes for Certificate IV AQF level.

The candidate is required to demonstrate the relevant characteristics and distinguishing features of the learning outcomes for AQF Level Certificate IV.

You (the assessor) are required to confirm that the candidate meets the requirements for Certificate IV AQF level.

The AQF First Edition 2011 defines the requirements for Certificate IV as follows:



EEmmppllooyyaabbiilliittyy SSkkiillllss

The following table contains a summary of the employability skills for the qualification BSB40807 Certificate IV in Frontline Management. This table should be interpreted in conjunction with the detailed requirements of each unit of competency packaged in this qualification. The outcomes described here are broad industry requirements that may vary depending on the packaging options.

Employability Skill Industry/enterprise requirements for this qualification include

ES 1. Communication communicating with team members and management to ensure open communication channels and to clarify issues

resolving conflict and disputes in the work team

ES 2. Teamwork being a role model for other team members

consulting and developing objectives with the work team

ES 3. Problem solving developing risk management approaches

developing techniques to address faults and inefficiencies

ES 4. Initiative and enterprise

identifying and developing opportunities for improved work practices

ES 5. Planning and organising

monitoring and adjusting operational performance by producing short-term plans, planning and acquiring resources and reporting on performance

preparing work plans and budgets

ES 6. Self management actively seeking feedback on own performance from clients and colleagues

prioritising tasks

ES 7. Learning coaching and mentoring colleagues and team members to support the introduction of change

ES 8. Technology using business technology such as computer programs and telecommunications to collect and manage information



MMaappppiinngg ooff aasssseessssmmeenntt ttaasskkss

The assessment tasks for this qualification have been clustered and mapped internally for each task.

There is also a detailed Mapping Summary at the end of this Assessor Guide.

The assessment tasks in this document comprise all of the summative assessment activities for the 10 units in the qualification.

They are mapped to all of the:

Performance criteria (PC)

Required skills (RS)

Required knowledge (RK)

Critical aspects of evidence (CAE)

Employability skills (ES)



AAsssseessssmmeenntt 33:: WWrriitttteenn QQuueessttiioonnss -- LLeeaaddiinngg tthhee tteeaamm

The answers may be completed by the candidate during workshop sessions, or as a self-paced assignment.

The candidate may refer to their learning materials and conduct any necessary research when completing the answers.

These questions relate to Section 3 of the Learning Guide. Question and Benchmark Answer Mapping

1. You must implement processes that comply with the organisation’s goals, objectives and plans. List 3 organisational plans that you must comply with.

Answer Strategic plan Operational plan Business plan

BSBWOR402A RK 1 BSBMGT401A PC 1.1, 2.3 BSBMGT403A PC 3.1

2. You must communicate information that impacts on the organisation’s policies to the team and also to management, to ensure that the organisation’s standards and values are upheld. List 3 organisational policy documents that state the organisation’s standards and values.

Answer Workplace Health and Safety, Anti-Discrimination, Equal Employment Opportunity

BSBWOR402A RK 2 PC 4.1, 4.2 BSBMGT401A PC 2.1, 2.2 BSBMGT403A PC 2.3

3. When designing a work plan, you need to maintain open communication and consult with line management / management and colleagues. Give 3 reasons why this is necessary.

Answer - 3 of 1. your work plan will impact upon the operation of the organisation as

a whole 2. you may need authorisation for budgets and resources 3. colleagues and management will have a slightly different focus on

the operations and strategic directions of the organisation, which will give you more of the “big picture”

4. when you take other peoples’ views into account, they are more likely to take your views into account

BSBWOR402A RK 3 PC 4.1

4. Every team member should be given a clear, concise and accurate document that identifies the tasks they are to perform as part of their duties. This is known by 2 names. What are they?

Answer Job description Duty statement

BSBWOR402A RK 4 PC 1.1 BSBMGT401A PC 3.4

5. Team members need a leader who gives clear boundaries and direction in order to perform effectively and maintain a sense of balance. What is name of the theory that explains why?

Answer Group behaviour theory.

BSBWOR402A RK 7 BSBMGT401A RK 1 PC 1.2

Total number of questions 25

Assessor note: Use the forms in the candidate’s Assessment Task Workbook to record your assessment.



AAsssseessssmmeenntt 44 -- PPrroojjeecctt -- LLeeaaddiinngg tthhee tteeaamm Relevant units: Critical aspects of evidence

BSBWOR402A Promote team effectiveness CAE 1: teamwork plan with details of how it was generated and how it will be monitored so that team goals can be met CAE 2: techniques in communicating information, dealing with team conflict and resolving issues CAE 3: knowledge of organisational goals, objectives and plans.

BSBMGT401A Show leadership in the workplace CAE 1: articulation of organisational values and expectations of behaviour CAE 2: instances where leadership and decision making have been demonstrated and which have led to positive changes in the workplace CAE 3: knowledge of leadership styles and concepts.

BSBMGT403A Implement continuous improvement CAE 1: taking active steps to implement, monitor and adjust plans, processes and procedures to improve performance CAE 2: supporting others to implement the continuous improvement system/processes, and to identify and report opportunities for further improvement CAE 3: knowledge of principles and techniques associated with continuous improvement systems and processes.

BSBMGT402A Implement operational plan CAE 1: ability to monitor and adjust operational performance, produce short-term plans for the department or section, plan and acquire resources, and provide reports on performance as required CAE 2: knowledge of principles and techniques associated with monitoring and implementing operations and procedures.

This project should relate to the organisation and team that you identified in Assessment 2.

TTaasskk 11::

You are required to design and submit a work plan (operational plan) for your team. The work plan should be in the form of a typed report.

Include the following information in your plan:

1. The mission statement of the organisation

2. The mission statement of the team

3. Performance standards: Identify at least 5 clear objectives or goals for the team. These should be worded as outcomes, as opposed to tasks.

4. Analyse the performance standards in terms of SMART criteria, giving explanations as to how they comply, or fail to comply. a. List each of the 5 goals that you identified b. Under each goal, type a paragraph analysing whether the performance

standard meets SMART criteria. c. If you find that it does not meet SMART criteria, explain the reason why.

5. Key Performance Indicators: Choose the 3 most appropriate performance standards where you have confirmed that they meet SMART criteria. List the performance standards and under each, type a paragraph that explains:



a. How it will be measured. b. How it will be monitored (tracked) c. When (how often) it will be measured d. A target for success (the KPI)

6. Identify the key tasks that need to be performed in order to achieve the team’s performance standards. List 3 key tasks that need to be performed by the team for each of the 5 performance standards. Include a schedule / timelines for completing the tasks.

7. Identify the resources that will be required in order to perform the identified tasks. Resources should include: a. Physical resources b. Services

8. Design a budget for monthly expenditure. Include: a. Physical resources costs b. Services costs

9. Allocate the tasks to individual team members. Include: a. A list of each member of your team, by name and job title (a minimum of 5) b. For each team member, type a paragraph briefly describing their skills and

knowledge and their current job role. c. Allocate key tasks to each team member. (Tasks may be shared by more

than one team member, or each team member may have one key task.) d. Give a brief explanation of why you have chosen to allocate the task to the

team member/s.

10. Design a Risk Management Plan to be incorporated in your work plan, based on the key tasks that you have identified, including: a. Any hazards associated with performing the tasks (a hazard is something with

the potential to create risk) b. The risk/s associated with the hazard (the consequences of injury to

individuals or damage to the organisation including its operations, quality standards, timelines or reputation).

c. The risk assessment (the likelihood of the risk occurring). d. The risk control or mitigation measures to be implemented, or the reason why

no risk control measure will / can be implemented.

TTaasskk 22

Design a report explaining techniques that you use as a frontline manager to resolve poor performance issues arising from team conflict. Include the following in your report:

1. A description of a conflict situation. a. The individuals b. The behaviour c. The consequences

2. The actions that you took to identify the cause of the conflict, and your conclusions.

3. The way that you prepared for a counselling meeting with each of the individuals.

4. The way that you communicated during the counselling meeting including:



a. How you explained the organisation’s values and expectations of behaviour b. How you ensured that the discussion concentrated on facts rather than

personalities c. How you gave the individuals opportunities to acknowledge the issue and

take responsibility for resolution d. The way that you reached agreement on actions and documented a

performance improvement plan.

5. How you monitored and followed up on the performance improvement plan.

6. The final outcome.

7. Provide a covering memo or email addressed to the Human Resources Manager, requesting that the report be incorporated into the relevant personnel files.

TTaasskk 33

Design a report identifying the key characteristics of a good leader. Include the following:

1. An examination of the 4 leadership styles, and your recommendations for incorporating the best characteristics of each leadership style. - one paragraph for each of the 4 leadership styles.

2. One example (from your own experience or a scenario) that illustrates each of the following statements - one paragraph per statement.

A team leader should involve the team in planning

A team leader should monitor the team’s performance

A team leader should evaluate performance objectively

A team leader should be a role model

A team leader should be an advocate for the team

A team leader should uphold the values of the organisation

A team leader should encourage innovation

Note: The examples that you select may be either positive or negative, but must serve to illustrate the statement.



Assessor notes:

The candidate’s responses will vary, depending upon their work environment and team role.

The following benchmark criteria should be evidenced in their responses.

Benchmarks Mapping

Task 1: A documented team work plan for the organisation and team identified in Assessment 2.

The plan should be typed and contain headings equivalent to the following:

Mission Statement: o The organisation o The team

Note: This was already identified in Assessment 2 and should be repeated here as the introduction to the work plan.

Performance standards o 5 objectives are to be listed o The objectives should be worded as outcomes - not tasks. o The objectives should relate to the mission statement of the team

Analysis of performance standards: o Each performance standard should be analysed: o It is Specific, Measurable, Achievable, Reliable, Trackable, Time-

framed? o At least 3 objectives should meet the criteria o Up to 2 objectives can fail to meet the criteria, and the reasons must be

explained.

Key Performance Indicators: o For 3 of the performance standards that were identified as meeting

SMART criteria: o How it will be measured - the methods to be used eg technology o How it will be monitored (tracked) - including any relevant technology o When (how often) it will be measured o A target for success (the KPI)

Tasks o For each of the KPIs, 3 tasks should be described. o A schedule or timeline for completing the tasks should be included - this

may be in the form of a Gantt chart (optional) o The candidate should demonstrate they have considered conflicts in

achieving the tasks within relevant time frames.

Resources o Physical resources o Services o Human resources will be identified when tasks are allocated.

Resources budget: o Physical resources costs o Services costs o A monthly budget for expenditure on resources - the candidate may use

a spreadsheet for this purpose (optional) o The candidate is not required to conduct extensive research on costs of

all items. Realistic values are sufficient.

Task allocation o Each task identified must be allocated to a team member o The team minimum size is 5 individuals

BSBMGT402A CAE 1, 2 RS 2-3 RK 1-8 PC 1.1-1.4, 2.2, 3.6 BSBWOR402A CAE 1, 3 RS 3 RK 1-5, 11 PC 1.1

BSBMGT403A CAE 1 RS 3 RK 1 PC 3.2, 3.3

ES 1, 2, 3, 4, 5, 6, 7, 8



Benchmarks Mapping

o Team individual names and job title may be invented or changed for privacy / confidentiality or scenario purposes

o A brief description of each team member’s current job role o A brief description of each team member’s skills and knowledge o A brief explanation justifying why the task was allocated to the team

member - related to their current job role, skills and knowledge and their current work load.

Risk Management Plan o any hazards associated with performing the tasks (a hazard is

something with the potential to create risk) o the risk/s associated with the hazard (the consequences of injury to

individuals or damage to the organisation including its operations, quality standards, timelines or reputation).

o the risk assessment (the likelihood of the risk occurring). o the risk control or mitigation measures to be implemented, or the reason

why no risk control measure will / can be implemented. o the candidate should identify risks to the success of the work plan o the candidate may also identify OHS risks - depending upon the tasks o mitigation measures should include backup for task performance if a

team member is unavailable (eg training, job rotation, job sharing etc)

Assessor note:

Use the forms in the candidate’s Assessment Task Workbook to record your assessment.



MMaappppiinngg SSuummmmaarryy

BBSSBBMMGGTT440011AA SShhooww lleeaaddeerrsshhiipp iinn tthhee wwoorrkkppllaaccee Unit requirements Assessment Nos

Questions Projects

1. Model high standards of management performance and behaviour

1.1 Ensure management performance and behaviour meets the organisation's requirements

3 4

1.2 Ensure management performance and behaviour serves as a positive role model for others

3 4

1.3 Develop and implement performance plans in accordance with organisation's goals and objectives

3 4

1.4 Establish and use key performance indicators to meet organisation's goals and objectives

3 4

2. Enhance organisation's image

2.1 Use organisation's standards and values in conducting business 3 4

2.2 Question, through established communication channels, standards and values considered to be damaging to the organisation

3 4

2.3 Ensure personal performance contributes to developing an organisation which has integrity and credibility

3 4

3. Make informed decisions

3.1 Gather and organise information relevant to the issue/s under consideration

3 4

3.2 Facilitate individuals and teams active participation in decision making processes

3 4

3.3 Examine options and assess associated risks to determine preferred course/s of action

3 4

3.4 Ensure decisions are timely and communicate them clearly to individuals and teams

3 4

3.5 Prepare plans to implement decisions and ensure they are agreed by relevant individuals and teams

3 4

3.6 Use feedback processes effectively to monitor the implementation and impact of decisions

3 4

REQUIRED SKILLS

RS 1. communication and presentation skills to represent the organisation, to explain its work to others and to model professionalism

4

RS 2. decision making skills to demonstrate good judgement and follow through.

4

REQUIRED KNOWLEDGE

RK 1. basic theory of group behaviour 3 4

RK 2. leadership styles and concepts. 3 4

CRITICAL ASPECTS OF EVIDENCE

CAE 1. articulation of organisational values and expectations of behaviour 4

CAE 2. instances where leadership and decision making have been demonstrated and which have led to positive changes in the workplace

4

CAE 3. knowledge of leadership styles and concepts. 4

BBSSBBMMGGTT440022AA IImmpplleemmeenntt ooppeerraattiioonnaall ppllaann Unit requirements Assessment Nos

Questions Projects

1. Implement operational plan

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

3 4, 6

1.2 Implement operational plans to contribute to the achievement of organisation's performance/business plan

3 4



Unit requirements Assessment Nos

Questions Projects

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

3 4, 6

1.4 Undertake contingency planning and consultation processes 3 4, 6

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

3 6

2. Implement resource acquisition

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

3 4

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 4, 6

3. Monitor operational performance

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

3

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

3

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

3 4

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

3 4

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

3 4, 6

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

3 4

REQUIRED SKILLS

RS 1: coaching and mentoring skills to provide support to colleagues 4

RS 2: literacy skills to access and use workplace information, and to prepare reports

4, 6

RS 3: planning and organising skills to monitor performance and to sequence work of self and others to achieve planned outcomes.

4, 6

REQUIRED KNOWLEDGE

principles and techniques associated with

RK 1: contingency planning 3 4, 6

RK 2: methods for monitoring and reporting on performance 3 4, 6

RK 3: monitoring and implementing operations and procedures 3 4, 6

RK 4: problem identification and methods of resolution 3 4, 6

RK 5: relevant budgeting and financial analysis, interpretation and reporting requirements

3 4, 6

RK 6: resource management systems at the tactical implementation level 3 4

RK 7: resource planning and acquisition 3 4, 6

RK 8: tactical risk analysis including identification and reporting requirements. 3 4


CAE 1: ability to monitor and adjust operational performance, produce short-term plans for the department or section, plan and acquire resources, and provide reports on performance as required

4, 6

CAE 2: knowledge of principles and techniques associated with monitoring and implementing operations and procedures.

4, 6

BBSSBBOOHHSS440077AA MMoonniittoorr aa ssaaffee wwoorrkkppllaaccee Unit requirements Assessment Nos

Questions Projects

1. Provide information to the workgroup about OHS policies and procedures

1.1 Accurately explain relevant provisions of OHS legislation and codes of practice to the workgroup

7 8

1.2 Provide information to the workgroup on the organisation's OHS policies, procedures and programs, ensuring it is readily accessible by the workgroup

7 8




Questions Projects

1.3 Regularly provide and clearly explain information about identified hazards and the outcomes of risk assessment and control to the workgroup

7 8

2. Implement and monitor participative arrangements for the management of OHS

2.1 Explain the importance of effective consultative mechanisms in managing health and safety risks

7

2.2 Implement and monitor consultative procedures to facilitate participation of workgroup in management of work area hazards

7

2.3 Promptly deal with issues raised through consultation, in accordance with organisational consultation procedures

7

2.4 Promptly record and communicate to the workgroup the outcomes of consultation over OHS issues

7

3. Implement and monitor the organisation's procedures for providing OHS training

3.1 Systematically identify OHS training needs in line with organisational requirements

7

3.2 Make arrangements to meet OHS training needs of team members in consultation with relevant individuals

7

3.3 Provide workplace learning opportunities, and coaching and mentoring assistance to facilitate team and individual achievement of identified training needs

7 8

3.4 Identify and report to management the costs associated with providing training for work team, for inclusion in financial plans

7

4. Implement and monitor procedures for identifying hazards and assessing risks

4.1 Identify and report on hazards in work area in accordance with OHS policies and procedures

7 8

4.2 Promptly action team member hazard reports in accordance with organisational procedures

7

5. Implement and monitor the organisation's procedures for controlling risks

5.1 Implement procedures to control risks using the hierarchy of controls and organisational requirements

7 8

5.2 Identify and report inadequacies in existing risk control measures in accordance with the hierarchy of controls

7 8

5.3 Monitor outcomes of reported inadequacies, where appropriate, to ensure a prompt organisational response

7

6. Implement and monitor the organisation's procedures for maintaining OHS records for the team

6.1 Accurately complete and maintain OHS records of incidents of occupational injury and disease in work area in accordance with OHS legal requirements

7

6.2 Use aggregate information and data from work area records to identify hazards and monitor risk control procedures in work area

7

REQUIRED SKILLS

RS 1: analytical skills to identify hazards, to assess risks in the work area and to review data relating to monitoring and evaluating incidents (accidents), environmental issues and the effectiveness of risk control measures

8

RS 2: literacy skills to comprehend documentation and to interpret OHS requirements

8

RS 3: coaching and mentoring skills to provide support to colleagues. 8

REQUIRED KNOWLEDGE

RK 1: key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

(a) anti-discrimination legislation 9 10

(b) ethical principles 9 10

(c) codes of practice 9

(d) privacy laws 9 10

(e) environmental issues 9 10

(f) OHS 7 8

RK 2: legal responsibilities of employers, supervisors and employees in the workplace

7 8




Questions Projects

RK 3: hazards and associated risks which exist in the workplace 7 8

RK4: organisational policies and procedures relating to hazard management, fire, emergency, evacuation, incident (accident) investigating and reporting

7 8

RK 5: relevance of consultation as a key mechanism for improving workplace culture.

7


CAE 1: applying organisational management systems and procedures to OHS within workgroup area

8

CAE 2: applying procedures for assessing and controlling risks to health and safety associated with those hazards, in accordance with the hierarchy of controls

8

CAE 3: providing specific, clear and accurate information and advice on workplace hazards to workgroup

8

CAE 4: knowledge of legal responsibilities of employers, supervisors and employees in the workplace.

8

BBSSBBWWOORR440022AA PPrroommoottee tteeaamm eeffffeeccttiivveenneessss Unit requirements Assessment Nos

Questions Projects

1. Plan to achieve team outcomes

1.1 Identify, establish and document team purpose, roles, responsibilities, goals, plans and objectives in consultation with team members

3 4

1.2 Support team members in meeting expected outcomes 3 4

2. Develop team cohesion

2.1 Provide opportunities for input of team members into planning, decision making and operational aspects of work team

3 4

2.2 Encourage and support team members to take responsibility for own work and to assist each other in undertaking required roles and responsibilities

3 4

2.3 Provide feedback to team members to encourage, value and reward individual and team efforts and contributions

3 4

2.4 Recognise and address issues, concerns and problems identified by team members or refer to relevant persons as required

3 4

3. Participate in and facilitate work team

3.1 Actively encourage team members to participate in and take responsibility for team activities and communication processes

3 4

3.2 Give the team support to identify and resolve problems which impede its performance

4

3.3 Ensure own contribution to work team serves as a role model for others and enhances the organisation's image within the work team, the organisation and with clients/customers

3 4

4. Liaise with management

4.1 Maintain open communication with line manager/management at all times 3 4

4.2 Communicate information from line manager/management to the team 3 4 4.3 Communicate unresolved issues, concerns and problems raised by the team/team members to line manager/management and ensure follow-up action is taken

4

4.4 Communicate unresolved issues, concerns and problems related to the team/team members raised by line managers/management to the team and ensure follow-up to action is taken

4

REQUIRED SKILLS

RS 1: communication skills to

(a) boost team morale 4

(b): deal with team conflict 4

(c) deliver messages from management 4

(d) facilitate discussion 4




Questions Projects

(e) mentor and coach 4

RS 2: leadership skills 4

RS 3: planning and organising skills. 4

REQUIRED KNOWLEDGE

RK 1: organisational goals, objectives and plans 3 4

RK 2: organisational policy and procedures framework 3 4

RK 3: organisational structure, including organisational chart 3 4

principles and techniques associated with 3 4

RK 4: delegation and work allocation 3 4

RK 5: goal setting 3 4

RK 6: group dynamics and processes 3 4

RK 7: individual behaviour and difference 3 4

RK 8: leadership 3 4

RK 9: motivation 3 4

RK 10: negotiation 3 4

RK 11: planning. 3 4


CAE 1: teamwork plan with details of how it was generated and how it will be monitored so that team goals can be met

4

CAE 2: techniques in communicating information, dealing with team conflict and resolving issues

4

CAE 3: knowledge of organisational goals, objectives and plans. 4

BBSSBBCCMMMM440011AA MMaakkee aa pprreesseennttaattiioonn Unit requirements Assessment Nos

Questions Projects

1. Prepare a presentation

1.1 Plan and document presentation approach and intended outcomes 2, 6, 8

1.2 Choose presentation strategies, format and delivery methods that match the characteristics of the target audience, location, resources and personnel needed

2, 6, 8

1.3 Select presentation aids, materials and techniques that suit the format and purpose of the presentation, and will enhance audience understanding of key concepts and central ideas

2, 6, 8

1.4 Brief others involved in the presentation on their roles/responsibilities within the presentation

6

1.5 Select techniques to evaluate presentation effectiveness 2, 8

2. Deliver a presentation

2.1 Explain and discuss desired outcomes of the presentation with the target audience

2, 6, 8

2.2 Use presentation aids, materials and examples to support target audience understanding of key concepts and central ideas

2, 6, 8

2.3 Monitor non-verbal and verbal communication of participants to promote attainment of presentation outcomes

2, 6, 8

2.4 Use persuasive communication techniques to secure audience interest 2, 6

2.5 Provide opportunities for participants to seek clarification on central ideas and concepts, and adjust the presentation to meet participant needs and preferences

2, 6, 8

2.6 Summarise key concepts and ideas at strategic points to facilitate participant understanding

2, 6, 8

3. Review the presentation

3.1 Implement techniques to review the effectiveness of the presentation 8

3.2 Seek and discuss reactions to the presentation from participants or from key personnel involved in the presentation

8

3.3 Utilise feedback from the audience or from key personnel involved in the presentation to make changes to central ideas presented

8




Questions Projects

REQUIRED SKILLS

RS 1: culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

2, 6, 8

RS 2: facilitation and presentation skills to communicate central ideas of a message in an informative and engaging manner, and to utilise verbal and non-verbal techniques to sustain participant engagement

2, 6, 8

RS 3: literacy skills to prepare presentation information and to write in a range of styles for different target audiences.

2, 6, 8

REQUIRED KNOWLEDGE

RK 1: data collection methods that will support review of presentations 2

RK 2: industry, product/service 2, 6

RK 3: key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:






(f) occupational health and safety 7 8

RK 4: principles of effective communication 2, 6

RK 5: range of presentation aids and materials available to support presentations.

2, 6


CAE 1: preparation, delivery and evaluation of the effectiveness of at least two presentations related to the candidate's occupation or area of interest

2, 6, 8

CAE 2: knowledge of the principles of effective communication. 2, 6, 8

BBSSBBCCUUSS550011AA MMaannaaggee qquuaalliittyy ccuussttoommeerr sseerrvviiccee Unit requirements Assessment Nos

Questions Project

1. Plan to meet internal and external customer requirements

1.1 Investigate, identify, assess, and include the needs of customers in planning processes

1 2

1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers

1 2

2. Ensure delivery of quality products and/or services

2.1 Deliver products and/or services to customer specifications within organisation's business plan

1 2

2.2 Manage team performance to consistently meet the organisation's quality and delivery standards

1 2

2.3 Assist colleagues to overcome difficulty in meeting customer service standards using leadership, supervision, coaching and mentoring

1 2

3. Monitor, adjust and review customer service

3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards

1 2

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and/or services

1 2

3.3 Develop, procure and use resources effectively to provide quality products and/or services to customers

2

3.4 Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups

1 2

3.5 Manage records, reports and recommendations within the organisation's systems and processes

1 2




Questions Project

REQUIRED SKILLS

RS 1. analytical skills to identify trends and positions of products and services

2

RS 2. communication skills to: coach and mentor staff and colleagues monitor and advise on customer service strategies

2

RS 3. literacy skills to: edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation prepare general information and papers according to target audience read and understand a variety of texts

2

RS 4. problem-solving skills to: deal with customer enquiries or complaints deal with complex and non-routine difficulties

2

RS 5. technology skills to select and use technology appropriate to a task 2

RS 6. self-management skills to: comply with policies and procedures consistently evaluate and monitor own performance seek learning opportunities.

2

REQUIRED KNOWLEDGE

RK 1. key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as: anti-discrimination legislation Australian consumer law ethical principles codes of practice privacy laws financial legislation occupational health and safety (OHS)

9 10

RK 2. organisational policy and procedures for customer service including handling customer complaints

1 2

RK 3. service standards and best practice models 1 2

RK 4. public relations and product promotion 1 2

RK 5. techniques for dealing with customers, including customers with specific needs

1 2

RK 6. techniques for solving complaints including the principles and techniques involved in the management and organisation of: customer behaviour customer needs research customer relations ongoing product and/or service quality problem identification and resolution quality customer service delivery record keeping and management methods strategies for monitoring, managing and introducing ways to improve customer service relationships strategies to obtain customer feedback.

1 2


CAE 1: plans, policies or procedures for delivering quality customer service 2

CAE 2: demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service

2

CAE 3: knowledge of techniques for solving complaints. 2



BBSSBBMMGGTT440033AA IImmpplleemmeenntt ccoonnttiinnuuoouuss iimmpprroovveemmeenntt Unit requirements Assessment Nos

Questions Projects

1. Implement continuous improvement systems and processes

1.1 Implement systems to ensure that individuals and teams are actively encouraged and supported to participate in decision making processes, assume responsibility and exercise initiative

3 2, 4, 6

1.2 Communicate the organisation's continuous improvement processes to individuals and teams, and obtain feedback

3 2, 4, 6

1.3 Ensure effective mentoring and coaching allows individuals and teams to implement the organisation's continuous improvement processes

3 4

2. Monitor and review performance

2.1 Use the organisation's systems and technology to monitor and review progress and to identify ways in which planning and operations could be improved

3 2, 6

2.2 Improve customer service through continuous improvement techniques and processes

2, 6

2.3 Formulate and communicate recommendations for adjustments to those who have a role in their development and implementation

3 6

3. Provide opportunities for further improvement

3.1 Implement processes to ensure that team members are informed of savings and productivity/service improvements in achieving the business plan

3 4,6

3.2 Document work performance to aid the identification of further opportunities for improvement

3 4, 6

3.3 Manage records, reports and recommendations for improvement within the organisation's systems and processes

3 2, 4, 6

REQUIRED SKILLS

RS 1: communication skills to coach and mentor team members 2, 4

RS 2: communication skills to gain the commitment of individuals and teams to continuously improve

2, 4

RS 3: innovation skills to design better ways of performing work. 2, 4, 6

REQUIRED KNOWLEDGE

principles and techniques associated with

RK 1: benchmarking 3 2, 4, 6

RK 2: best practice 3 4, 6

RK 3: change management 3 4, 6

RK 4: continuous improvement systems and processes 3 4, 6

RK 5: quality systems. 3 2, 6


CAE 1: taking active steps to implement, monitor and adjust plans, processes and procedures to improve performance

2, 4, 6

CAE 2: supporting others to implement the continuous improvement system/processes, and to identify and report opportunities for further improvement

2, 4, 6

CAE 3: knowledge of principles and techniques associated with continuous improvement systems and processes.

4, 6

BBSSBBMMKKGG441133AA PPrroommoottee pprroodduuccttss aanndd sseerrvviicceess Unit requirements Assessment Nos

Questions Projects

1. Plan promotional activities

1.1 Identify and assess promotional activities to ensure compatibility with organisational requirements

1 2, 6

1.2 Plan and schedule promotional activities according to the marketing needs of the organisation

1 2, 6

1.3 Determine overall promotional objectives in consultation with designated individuals and groups

1 2, 6




Questions Projects

1.4 Ensure that time lines and costs for promotion of activities are realistic and consistent with budget resources

1 2, 6

1.5 Develop action plans to provide details of products and services being promoted

1 2, 6

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

1 2, 6

2.2 Identify and agree roles and responsibilities for delivery of promotional services and allocate to relevant personnel

1 6

2.3 Establish and conduct relationships with targeted groups in a manner which enhances the positive image of the organisation

1 2

2.4 Use networks to assist in the implementation of promotional activities 1 2

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 services

1 2

3.2 Assess effectiveness of planning processes to identify possible improvements in future activities

1

3.3 Collect feedback and provide to personnel and agencies involved in promotional activity

1 2

3.4 Analyse costs and time lines to evaluate the benefits accruing from the promotional activities

1

3.5 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of promotional activities

1

REQUIRED SKILLS

RS 1: literacy skills to read a variety of texts; to prepare general information and papers; and to write formal and informal letters according to target audience

2, 6

RS 2: technology skills to select and use technology appropriate to a task 2, 6

RS 3: problem-solving skills to manage contingencies in promotional activities 2, 6

RS 4: numeracy skills to analyse data and to compare time lines and promotional costs against budgets.

6

REQUIRED KNOWLEDGE







(f) occupational health and safety (OHS) 7 8

RK 2: planning processes for organising promotional activities 1 2, 6

RK 3: organisational marketing plan and associated budgets. 1 6


CAE 1: designing and delivering promotional presentations 2, 6

CAE 2: evaluating promotional impacts 2, 6

CAE 3: presenting and advocating promotional strategies within the organisation

6

CAE 4: assessing and reporting on customer satisfaction 2

BBSSBBPPMMGG551100AA MMaannaaggee pprroojjeeccttss Unit requirements Assessment Nos

Questions Projects

1. Define project

1.1 Access project scope and other relevant documentation 5 6

1.2 Define project stakeholders 5 6




Questions Projects

1.3 Seek clarification from delegating authority of any issues related to project and project parameters

5 6

1.4 Identify limits of own responsibility and reporting requirements 5 6

1.5 Clarify relationship of project to other projects and to the organisation's objectives

5 6

1.6 Determine and access available resources to undertake project 5 6

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

5 6

2.2 Identify and access appropriate project management tools 5 6

2.3 Formulate risk management plan for project, including occupational health and safety (OHS)

6

2.4 Develop and approve project budget 5 6

2.5 Consult team members and take their views into account in planning the project

5 6

2.6 Finalise project plan and gain any necessary approvals to commence project according to documented plan

5 6

3. Administer and monitor project

3.1 Take action to ensure project team members are clear about their responsibilities and the project requirements

5 6

3.2 Provide support for project team members, especially with regard to specific needs, to ensure that the quality of the expected outcomes of the project and documented time lines are met

5 6

3.3 Establish and maintain required record keeping systems throughout the project

5 6

3.4 Implement and monitor plans for managing project finances, resources (human, physical and technical) and quality

5 6

3.5 Complete and forward project reports as required to stakeholders 5 6

3.6 Undertake risk management as required to ensure project outcomes are met

5 6

3.7 Achieve project deliverables 5 6

4. Finalise project

4.1 Complete financial record keeping associated with project and check for accuracy

5 6

4.2 Assign staff involved in project to new roles or reassign to previous roles 5 6

4.3 Complete project documentation and obtain any necessary sign offs for concluding project

5 6

5. Review project

5.1 Review project outcomes and processes against the project scope and plan

6

5.2 Involve team members in the project review 6

5.3 Document lessons learnt from the project and report within the organisation

6

REQUIRED SKILLS

RS 1: communication and negotiation skills to work with team members and other stakeholders to maintain project schedules

6

RS 2: literacy skills to read, write and review a range of documentation 6

RS 3: planning and organising skills to develop, monitor and maintain implementation schedules

6

RS 4: numeracy skills to analyse data, and to compare time lines and promotional costs against budgets

6

RS 5: culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities.

6

REQUIRED KNOWLEDGE

RK 1: relevant legislation from all levels of government that may affect aspects of business operations, such as:




Questions Projects






(f) OHS 7 8

RK 2: organisational structure, and lines of authority and communication within the organisation

5 6

RK 3: how the project relates to organisation's overall mission, goals, objectives and operations.

5 6


CAE 1: development of a project plan 6

CAE 2: details of monitoring arrangement/s and evaluation of the project plan's efficacy to address time lines and budgets of project

6

CAE 3: knowledge of relevant legislation. 7, 9 8, 10

BBSSBBRRSSKK440011AA IIddeennttiiffyy rriisskk aanndd aappppllyy rriisskk mmaannaaggeemmeenntt

pprroocceesssseess Unit requirements Assessment Nos

Questions Projects

1. Identify risks

1.1 Identify the context for risk management 5 6

1.2 Identify risks using tools, ensuring all reasonable steps have been taken to identify all risks

5 6

1.3 Document identified risks in accordance with relevant policies, procedures and legislation

5 6

2. Analyse and evaluate risks

2.1 Analyse and document risks in consultation with relevant stakeholders 5 6 2.2 Undertake risk categorisation and determine level of risk 5 6 2.3 Document analysis processes and outcomes 5 6 3. Treat risks

3.1 Determine appropriate control measures for risks and assess for strengths and weaknesses

5 6

3.2 Identify control measures for all risks 5 6 3.3 Refer risks relevant to whole of organisation or having an impact beyond own work responsibilities and area of operation to others as per established policies and procedures

5 6

3.4 Choose and implement control measures for own area of operation and/or responsibilities

5 6

3.5 Prepare and implement treatment plans 5 6 4. Monitor and review effectiveness of risk treatment/s

4.1 Regularly review implemented treatment/s against measures of success 5 6 4.2 Use review results to improve the treatment of risks 5 6 4.3 Provide assistance to auditing risk in own area of operation 5 6 4.4 Monitor and review management of risk in own area of operation 5 6 REQUIRED SKILLS

RS 1: literacy skills sufficient to read and understand a variety of texts; and to write, edit and proofread documents to ensure clarity of meaning, accuracy and consistency of information

6

RS 2: research and data collection skills to monitor and evaluate risks 6 RS 3: problem-solving skills to appropriately address identified risks. 6 REQUIRED KNOWLEDGE

RK 1: Australian and international standards for risk management 5





Questions Projects






(f) occupational health and safety 7 8

RK 3: organisational policies and procedures relating to risk management processes and strategies

5 6

RK 4: auditing requirements relating to risk management. 5


CAE 1: identification, analysis and evaluation of risks 6 CAE 2: demonstrated understanding of personal role in relation to wider organisational or project context

6

CAE 3: demonstrated understanding of risk management processes and procedures.

6

EEmmppllooyyaabbiilliittyy sskkiillllss

Employability Skill Project: Task

ES 1. Communication 2:1, 2:2, 2:3, 2:4, 4:1, 4:2, 4:3, 6:1, 6:2, 8:1, 8:2, 8:3, 8:4, 10:1, 10:2

ES 2. Teamwork 2:3 4:1, 4:2, 4:3, 6:1, 6:2, 8:3

ES 3. Problem solving 2:3 4:1, 4:2, 4:3, 6:1, 6:2, 8:1, 8:2

ES 4. Initiative and enterprise 2:3, 2:4 4:1, 4:2, 4:3, 6:1, 6:2, 8:2

ES 5. Planning and organising 2:1, 2:2, 2:3, 2:4 4:1, 4:2, 4:3, 6:1, 6:2, 8:1, 10:1, 10:2

ES 6. Self Management 2:4 4:1, 4:3, 6:1, 6:2, 8:1, 8:3

ES 7. Learning 2:1, 2:2 4:1, 4:2, 4:3, 6:1, 8:1, 8:3, 8:4

ES 8. Technology 2:1, 2:2, 2:4 4:1, 6:1, 6:2, 8:1, 8:3, 8:4, 10:1, 10:2

Assessor Notes

The Candidate’s Assessment Task Workbook (ATW) contains all of the forms that you need to complete during the assessment process.

At the end of the ATW is a matrix that lists all of the assessment activities, with checkboxes for you to tick when they are satisfactorily completed. This is designed to assist you in confirming sufficiency.

Principles of Assessment

1. Fair: During the assessment process, you must ensure that the assessment process is clearly understood by candidate and agreed by you and the candidate and that the candidate’s needs and characteristics are addressed.

2. Flexible: The assessment process must be flexible to allow for the candidate’s needs and the needs of others. The range of assessment methods used in this document are designed to be tailored for the candidate’s context.

3. Reliable: In order to ensure consistency of assessment, you should adhere to the benchmark answers and criteria in this Assessor Guide when conducting your assessment.



4. Valid: The assessment process should address all of the requirements of the 10 units of competency. These have been mapped into the assessment tool. Validity also requires the candidate to demonstrate the Dimensions of Competency holistically: a. Task skills b. Task management skills c. Contingency management skills d. Job/role environment skills

Rules of Evidence

1. Valid: This assessment tool has been designed to use a number of different assessment methods in order to encapsulate the breadth and depth of the competency standards.

2. Sufficient: This assessment tool has been designed to capture sufficient evidence of competency for each of the competency standards. Use the matrix at the end of the ATW to confirm sufficiency.

3. Current: This assessment tool has been designed to be used in combination with workshop session training and workplace projects, over a period of time. Your assessment should confirm that the evidence is sufficiently recent to ensure currency.

4. Authentic: This assessment tool has been designed so that the candidate can complete activities both in workshops and in the workplace. The candidate is required to sign a declaration that confirm that the evidence is their own work and/or the result of their own research

Documents

BSSBB0077:: SBBuussiinneessss Seerrvviicceess ...trainingresourcesrto.com.au/training-resources/BSB40807-Assessor... · BSSBB0077:: SBBuussiinneessss Seerrvviicceess TTrraaiinniinngg