Information for Students

Learner Instructions 3

Project

Submission details

Students Name
Student ID
Group
Assessor’s Name
Assessment Date/s

AssignmentTutorOnline

 

 

Pre-Assessment Checklist

The purpose of this checklist

The pre-assessment checklist helps you determine if you are ready for assessment. Your trainer/assessor must review the checklist with you before you attempt the assessment task. If any items of the checklist are incomplete or not clear, your trainer/assessor must provide relevant information to you to ensure you understand the requirements of the assessment task. You must ensure you are ready for the assessment task before undertaking it.

Section 1: Information for Students

☐ Make sure you have completed the necessary prior learning before attempting this assessment. ☐ Make sure your trainer/assessor clearly explained the assessment process and tasks to be completed. ☐ Make sure you understand what evidence is required to be collected and how. ☐ Make sure you know your rights and the Complaints and Appeal process. ☐ Make sure you discuss any special needs or reasonable adjustments to be considered during the assessment. ☐ Make sure that you have access to a computer and the internet. ☐ Make sure that you have all the required resources needed to complete this assessment task. ☐ The due date of this assessment task will be provided by your Trainer/Assessor. ☐ In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can be granted by the trainer/assessor. Evidence of the compelling and compassionate circumstances must be provided together with your request for an extension to submit your assessment work. ☐ The request for an extension to submit your assessment work must be made before the due date.

Declaration (Student to complete) ☐ I confirm that the purpose and procedures of this assessment task has been clearly explained to me. ☐ I confirm that I have been consulted about any special needs I might have in relation to the assessment process. ☐ I confirm that the criteria used for this assessment has been discussed with me, as have the consequences and possible outcomes of this assessment. ☐ I confirm I have accessed and understand the assessment information as provided in YES College’s Student Handbook. ☐ I confirm I have been given fair notice of the date, time, venue and/or other arrangements for this assessment. ☐ I confirm that I am ready for assessment.   Student Name: ______________________________________                        Student Signature: ___________________________________

 

 

Assessment type:

·         Project – Contribute to organisational performance development

Instructions provided to the student:

Assessment task description:

·         This is the third (3) assessment task you must successfully complete to be deemed competent in this unit of competency. ·         This assessment task requires you to complete a project. ·         You are required to contribute to the planning, development and coordination a of performance development program in this assessment task. ·         You will receive your feedback within 7 days of submission, and you will be notified by your Trainer/Assessor when your results are available. ·         You must attempt all activities of the project for your trainer/assessor to assess your competency in this assessment task.

Applicable conditions:

This project is untimed and is conducted as an open book assessment (this means you are able to refer to your textbook). You must read and respond to all the criteria of the project. You may handwrite/use computers to answer the criteria of the project. You must complete the task independently. No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Yet Satisfactory. As you complete this assessment task, you are predominately demonstrating your practical skills, techniques and knowledge to your trainer/assessor. Your trainer/assessor may ask you relevant questions in this assessment task to ensure that this is your own work.

Resubmissions and reattempts:

If you are unable to achieve a satisfactory result for this task on your first attempt, two more resubmissions are permitted before you are deemed not yet satisfactory in this task. You must speak to your trainer/assessor if you have any difficulty in completing this task and require reasonable adjustments. For more information, please refer to YES College’s Student Handbook.

Purpose of the assessment:

The purpose of this assessment task is to assess the skills and knowledge essential to contribute to the planning, development and coordination of a performance development program in a range of contexts and industry settings. ·         Skill to establish a management structure ·         Skill to determine support structures ·         Skill to establish methods and resources to achieve designated outcomes ·         Skill to develop appropriate tools and resources for organisational performance development program ·         Skill to establish organisational performance development policies and procedures ·         Skill to coordinate organisational performance development communications ·         Skill to evaluate and document results of organisational performance development program.

Task instructions:

This assessment task aims to assess the skills essential to complete a set of activities to contribute to the organisational performance development program for the organisation of Online Media Solutions. You will take on the role of the HR Manager. Your trainer/assessor will assign a Supervisor to you. Your trainer/assessor will assign the role of the customer service team members and other stakeholders to the staff members. You will have the responsibility to manage the team members. For meetings: Your trainer/assessor will supervise/observe the meeting You must complete the meeting agenda, meeting minutes and associated templates You must use the templates provided to document your responses. You must follow the word limits specified in the templates. Your trainer/assessor must assess you using the performance checklist provided.

 

 

Project:

This assessment task requires you to take on the role of HR Manager in Online Media Solutions.

In this assessment task, you will be required to demonstrate your skills and knowledge to contribute to the organisational performance development program for the organisation given in the case study.

To do so, you must complete the following activities:

• Activity 1: Contribute to the establishment of organisational performance planning
• Activity 2: Contribute to the development of organisational performance development program tools and materials
• Activity 3: Facilitate the improvement of organisational performance
• Activity 4: Recommend improvements to the performance development system in response to collated data

 

Case study

Online Media Solutions is a marketing and web development business based in Melbourne, Australia. From idea to design, development and marketing, we achieve results for our clients and grow their business.

We have ventured into the web service industry to offer our superior and unique services to small businesses and organisations. Our experience and expertise in web sales and e-commerce give us the backing to provide solutions that are currently lacking in the market.

There is an all-time high demand for web development and marketing for small businesses with signs of rising further. Interestingly, few web developers have taken advantage of this opportunity, leaving the industry with no dominant provider.

The high costs of the projects and the focus on more prominent companies and organisations could be the contributing factor as to why this market remains untapped. We have a system that will reduce the project costs dramatically, giving us the opportunity to offer quality services at reduced prices.

Mission

Our professional team of specialists with industry expertise deliver solutions not only for leading brands but also for non-profit organisations and innovative start-up businesses. We aim to reach success by providing unique yet creative solutions to our customers that will elevate their online presence.

Our vision

Quality web solutions with a sound technical foundation that enable our clients to impress their customers and improve their online image worldwide. We want to make our customers stand out in the online environment and become the leading provider of online services for small and medium-sized businesses.

Keys to success

• We will offer quality web services to small businesses and organisations at affordable prices.
• Customised and tailored services.
• Establishment of alliances and partnerships with internet service providers and organisations involved in computer consultancy

Services offered

We offer the following services to our clients:

• Interface and Web Design Services
  • E-commerce
  • Web development
  • Responsive web design
• WordPress Development Solutions
• HTML and CMS Development Services
• Coding
• Graphic Design
• Application development
• Online marketing
  • Search Engine Optimisation
  • Pay Per Click (PPC) Marketing
  • Content marketing
  • Social media marketing
  • Online Email Marketing
• Copyrighting
  • Content and Production Copyright
• Web hosting and support

Values

• Quality service to our clients
• Integrity and accountability
• Reliability
• Quality
• Innovation
• Respect

 

 

 

 

 

 

Organisational hierarchy

Strategic objectives and operational plan

Strategic objectives:

The strategic objectives of Online Media Solutions are as follow:

• Increase brand awareness/presence by at least 20%
  • Send out newsletters to potential clients
  • Place adverts on various business publications and journals with a wide readership.
  • Use social media platforms for marketing our services
• Establishing a reputation for exceptional customer service and end to end solutions and achieve a customer satisfaction rate of 90%.
  • Providing excellent customer services by resolving the customer issues within 24 hours
  • Ensure quality services are delivered within the specified timelines
  • Implement customer relationship management system
  • Implement loyalty programs to retain clients
  • Enhance our customer value proposition
• To target net profit margins of 30% in the first year and 40% in the second year by improving operational efficiency
  • Reduce cost and improve process efficiencies
  • Improve operating margins
  • Improve cash flow and reduce debts
• Supporting staff performance by offering ongoing training and professional development
  • Conducting performance reviews on a regular basis and address the areas of development by offering training and professional development
  • Ensure the currency is knowledge is in accordance with the industry standards.
  • Have continuous improvement systems in place that focus on employee’s skills development

 

Operational plan: Customer service department

Objective: Establish a reputation for exceptional customer service and end-to-end solutions and achieve a customer satisfaction rate of 90%.
Strategy	Actions	KPIs	Responsibility	Date
Implement a CRM system	Research CRM systems and identify the system that best suits the organisation	Upsell revenues Average time to last follow-up (sales) Survey ratings	Customer service team	Q1
	Create a CRM implementation team
	Create a change management plan
	Implement the CRM system
Implement loyalty programs	Planning the loyalty program	% increase in revenues Customer retention life span	Customer service team	Q1
	Developing the loyalty program considering the organisational requirements and analysis of customer preferences
	Implement the customer loyalty program

 

 

 

 

Position descriptions (Customer service team)

The roles and responsibilities of the customer service team members are as follow:

Customer service manager:

Job description: Customer service manager A Customer Service Manager role primarily involves communicating with customers either via phone, e-mail or face-to-face in relation to a product or service, plus potentially overseeing a team of Customer Service agents. A Customer Service Manager job description will describe the representative as acting on behalf of the company, so it is paramount that they know and understand the company values and always act in a professional manner, using language that aligns with that of the company. Customer Service Manager duties and responsibilities of the job The Customer Service Manager is responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers or clients. A Customer Service Manager job description generally includes: ·         Delivering a comprehensive service to inquiring customers ·         Possibly delegating certain customer enquiries to specific teams ·         Managing a large number of incoming calls and e-mails ·         Managing customers’ accounts ·         Keeping a record of customer interaction and details of actions taken ·         Communicating with internal teams to discuss sales targets ·         Generating sales leads, building sustainable relationships where necessary ·         Reporting back on results ·         Customer Service Manager job qualifications and requirements Whilst no degree is required for a Customer Services role, there are a number of traits that a candidate will be expected to display in order to excel in the role: ·         Excellent verbal and written communication skills ·         The ability to maintain calm under pressure ·         Thorough knowledge of the product or service the company they work for is offering ·         Efficiency and organisational skills ·         Administrative skills ·         Computer literacy in order to type up reports, results and details of customer interaction

Customer service representative:

As a Customer Service Representative, it is your responsibility to assess and fulfil customer needs by exerting a great deal of knowledge, empathy and professionalism. You are people-orientated and adaptable, with outstanding problem-solving skills. Being a constant point of contact for customers, you have the opportunity to create and/or completely transform a customer’s experience with our company. For this reason, it is integral that you are friendly and well-informed in your approach. To succeed in this role, you will have: ·         Strong written and verbal communication skills ·         Confidence on the phone ·         Basic data entry knowledge ·         Ability to multitask, prioritise and manage time effectively ·         Ability to retain and recall important information ·         Capacity to work independently and proactively ·         High aptitude for following communication guidelines, procedures and policies This role is customer-focused, and you will be part of the [insert department here] providing day-to-day support across the following: ·         Managing large amounts of incoming calls and e-mail enquiries ·         Answering detailed product and service questions ·         Identifying and fulfilling customer needs to achieve satisfaction ·         Handling complaints, providing appropriate solutions and alternatives ·         Keeping records of customer interactions, processing customer accounts and filing documents ·         Reading and learning scripts ·         Compiling reports on overall customer satisfaction

Sales representative:

A sales representative will be responsible for generating leads and meeting sales goals. Duties will include sales presentations and product demonstrations, as well as negotiating contracts with potential clients. In this role, the employee needs to have a deep understanding of the sales process and dynamics and also superb interpersonal skills. Previous experience in a sales role is an advantage. Sales Representative Responsibilities: ·         Generating leads. ·         Meeting or exceeding sales goals. ·         Negotiating all contracts with prospective clients. ·         Helping determine pricing schedules for quotes, promotions, and negotiations. ·         Preparing weekly and monthly reports. ·         Giving sales presentations to a range of prospective clients. ·         Coordinating sales efforts with marketing programs. ·         Understanding and promoting company programs. ·         Obtaining deposits and balance of payment from clients. ·         Preparing and submitting sales contracts for orders. ·         Visiting clients and potential clients to evaluate needs or promote products and services. ·         Maintaining client records. ·         Answering client questions about credit terms, products, prices, and availability. Sales Representative Requirements: ·         Bachelor’s degree in business, marketing, economics, or related field. ·         Experience in sales. ·         Understanding of the sales process and dynamics. ·         A commitment to excellent customer service. ·         Excellent written and verbal communication skills. ·         Superb interpersonal skills, including the ability to quickly build rapport with both customers and suppliers. ·         Experience using computers for a variety of tasks. ·         Competency in Microsoft applications including word, excel, and outlook. ·         Able to work comfortably in a fast-paced environment.

 

Organisation’s commitment to performance management

Online Media Solutions is committed to improve their existing organisational performance development program which is not meeting the existing industry standard and not even benefiting the organisation, as the attrition rate is high for Online Media Solutions.

Online Media Solutions is planning to introduce new organisational performance development program which will ensure that employees perform to a high standard. The objective of this performance management system is as follow:

• Clarifying job responsibilities and expectations.
• To align and build individual objectives along with the organisational objectives of the organisation.
• To enhance the skills and personal development of employees.
• To encourage work and working systems that help all employees in fulfilling their business goals.
• Optimising employees’ individual performance
• Improving communication between employees and managers.

Selection of Organisational performance development program

Online Media Solutions is planning to implement new performance management program, so while selecting the new program, and need to ensure that it benefits both employee and employer. New Organisational performance development program will enable easy communication between employee and manager. Managers should be able to keep an eye on the progress of the employees, appreciate their work, provide training or train the new employees.

Further requirements for development of Organisational performance development program

Having the consent from the relevant stakeholders and selection of the new performance development program need to ensure below tasks so as new program can be implemented without any hassle.

• Design a format in which performance development will be evaluated and reviewed.
• Design a Standard Operating Procedure (SOP) including roles and responsibilities.
• Organise training program from department head to brief about Organisational performance development program and his/ her role for the same.
• Cross verify the Key performance Indicators and check if they are aligned with organisational goals.

 

Your roles and responsibilities

You are working as Human Resource Manager in your training organisation. You oversee all the operations of your organisation and manage the performance of the staff members, including:

• Work allocation according to organisational requirements and operational plans
• Reviewing performance
• Rewarding excellence and providing continuous feedback

As part of your job role, you have the following job responsibilities:

• Determine benefits and need for organisational performance development.
• Specify organisational performance development program purpose and its objectives.
• Consult with key stakeholders and develop organisational performance development program plan with appropriate outcomes.
• Design management structures and wider support requirements.
• Establish organisational performance development program modes and methods.
• Determine methods and resources required to report organisational performance development program outcomes.
• Develop means to report and collate outcomes of organisational performance development.
• Develop range of tools and resources according to organisational performance development program modes and methods.
• Establish organisational performance development procedures.
• Establish procedures and requirements encompassing key accountabilities and responsibilities.
• Consult with relevant stakeholders and establish plans required for personal growth.
• Address cultural differences and diversity issues in all organisational performance development communications.
• Use data and reporting tools and monitor organisational performance development.
• Ensure Record-keeping and reporting requirements according to organisational policies and procedures.
• Evaluate organisational performance development program against agreed outcomes and report through relevant management structures.
• Document improvement opportunities for future organisational performance development programs based on program evaluation

 

Skills Test:

In this assessment task, you will be required to demonstrate your skills and knowledge to contribute to the organisational performance development program for the organisation given in the case study.

To do so, you must complete the following activities:

• Activity 1: Contribute to the establishment of organisational performance planning
• Activity 2: Contribute to the development of organisational performance development program tools and materials
• Activity 3: Facilitate the improvement of organisational performance
• Activity 4: Recommend improvements to the performance development system in response to collated data

 

The roles and their responsibilities: Relationships with stakeholders such as staff members and Operations Manager

The assessment task requires you to communicate with a number of organisational stakeholders. The main roles applicable to the assessment task includes:

Role number 1: Supervisor: The Supervisor is the individual who supervises or is in charge of the organisation. They belong to a higher rank or status. Their job role and responsibilities are:

• Assign a team to you to complete the project.
• Assist you in understanding the task requirements.
• Provide you with information about job roles and responsibilities.
• Supervise you in completing the assessment task and requirements.
• Provide you with the resources required to complete the assessment activities.

 

 

 

 

Role number 2: Managers: Managers are the co-workers. Their job role and responsibilities are:

• Assist you in completing the project on time
• Participate in a healthy and open discussion
• Communicate and collaborate with you for required assessment activities

Note:

• The trainer/assessor will take assign a supervisor to the student. The Supervisor can be your trainer or assessor or a different trainer or assessor or a staff member (including mentors) from the training organisation.
• The trainer/assessor will assign the role of two (2) internal stakeholders/managers to the staff members.
  • Customer service manager
  • Operations Manager
• Each student will be assessed individually for all assessment activities.

 

Timeframe to complete the project:

Your Assessor will advise on the due date of this assessment.

 

Task requirements

• You will be assessed on your technical knowledge and skills to complete this project.
• You will be assessed on working in a team environment and meeting your job role and responsibilities.
• You must follow the instructions provided by the Supervisor.
• All individuals must complete their role and assigned responsibilities and meet the specified deadlines.
• The task must be completed in the specified timeframe.

 

 

 

 

Activity 1: Contribute to the establishment of organisational performance planning

This activity requires you to contribute to the establishment of organisational performance planning.

To do so, you are required to:

• Follow the steps given below.
• Complete the templates associated with each step.
• Submit the completed templates to the trainer/assessor.

 

Step 1: Determine the advantages and necessity of organisational performance development.

• Analyse the information given in the case study and determine the need for organisational performance development in Online Media Solution.
• Conduct online research and determine any five (5) benefits of organisational performance development for Online Media Solutions.
• Document the following using Template 1.
  • Need for organisational performance development in Online Media Solution
  • Five (5) benefits of organisational performance development.

 

Step 2: Develop an organisational performance development program for Online Media Solutions.

Follow the guidelines provided to prepare the organisational performance development program.

• The organisational performance development program must be developed using Template 2.
• Word-limit to complete the performance development program is 800-1000 words.
• To develop the organisational performance development program, you must:
  • Determine the purpose and objectives of the performance development plan.
  • Establish appropriate management structures and wider support requirements.
  • Determine the modes and methods of the organisational performance development program.
  • Determine the methods and resources needed to report the outcomes of the organisational performance development program.
  • Develop means for reporting and collating outcomes of organisational performance development
• The performance development program must include the following:
  • Purpose and objectives of the performance development program.
  • Management structures and wider support requirements.
  • Responsibilities of the managers
  • Relevant legislation
  • Three (3) modes and methods to conduct performance reviews.
  • Methods and resources needed to report the outcomes of the organisational performance development program.
  • Means for reporting and collating outcomes of organisational performance development.

 

Step 3: Consult the following internal stakeholders.

The trainer/assessor will assign the following managers to the student.

• Customer Service Manager.
• Operations Manager.

These managers mentioned above will be the staff members of the organisation.

Note for trainer/assessor:

• The trainer assessor must further brief the student and the staff members of their roles and responsibilities before the meeting.
• The trainer/assessor must observe the student conducting the meeting.

The roles and responsibilities are as below:

Roles and responsibilities (HR Manager/Student) Discuss and consult with managers regarding the organisational performance development program developed in Step 2. Use listening and questioning to confirm and clarify understanding. Request them to provide feedback on the organisational performance development program. Answer the questions asked by managers. Roles and responsibilities (Internal stakeholders) Ask questions to clarify requirements. Participate in the meeting based on the ‘Meeting script’ provided.

To conduct the meeting, you must follow the meeting process and the meeting script provided below.

Meeting process:

Before the meeting	1. Create a meeting agenda that encourages the stakeholders to provide feedback on the performance development processes. Confirm the meeting time and place with the trainer/assessor. Use the meeting agenda template provided to prepare the meeting agenda. 2. E-mail the organisational performance development program prepared in Step 2 along with the meeting agenda to the stakeholders and request confirmation for the meeting.
During the meeting	1. Welcome the participants 2. Discuss the following with the internal stakeholders. ·         Purpose and objectives of the performance development program. ·         Management structures and wider support requirements. ·         Responsibilities of the managers ·         Relevant legislation ·         Three (3) modes and methods to conduct performance reviews. ·         Methods and resources needed to report the outcomes of the organisational performance development program. ·         Means for reporting and collating outcomes of organisational performance development. 3. Conduct the meeting based on the ‘Meeting script’ provided. 4. Clarify the understanding of staff members. 5. Request feedback on the workforce philosophies, values and policies from the stakeholders.
After the meeting	1. Summarise the agreed outcomes using the meeting minutes template provided.

 

Meeting script:

For HR Manager: The HR Manager will first discuss the following with the internal stakeholders. ·         Purpose and objectives of performance development program. ·         Management structures and wider support requirements. ·         Responsibilities of the managers ·         Relevant legislation ·         Three (3) modes and methods to conduct performance reviews. ·         Methods and resources needed to report the outcomes of the organisational performance development program. ·         Means for reporting and collating outcomes of organisational performance development. The Operations Manager will then clarify the understanding of the stakeholders and answer the questions asked by the trainer/assessor and request for feedback.
Script for the Customer service manager.	The Customer service manager will ask the following questions: 1. How will the performance development program address the training needs of the staff members? Provide feedback on the performance development program developed.
Script for the Operations Manager	The Operations Manager will ask the following questions. 1. How do the organisational performance development program align the organisational objectives? 2. Does the organisational performance development program developed comply with the Fair Work Act and regulations? Provide feedback on the performance development program developed.

 

 

 

MEETING AGENDA TEMPLATE:

Meeting/Project Name:
Date of Meeting:  (MM/DD/YYYY)		Time:
Meeting Facilitator:		Location:

 

1. Meeting Objective

 

2. Attendees
Name	Department/Division	E-mail	Phone

 

3. Meeting Agenda
Topic	Owner	Time

 

4. Pre-work/Preparation (documents/handouts to bring, reading material, etc.)
Description	Prepared by

 

 

 

MEETING MINUTES

Meeting Minutes:
Date of Meeting:  (MM/DD/YYYY)							Time:
Minutes Prepared By:							Location:
1. Meeting Objective
2. Attendance at Meeting
Name			Department/Division					E-mail					Phone
3. Agenda and Notes, Decisions, Issues
Topic										Owner				Time
4. Action Items
Action										Owner				Due Date
5. Next Meeting (if applicable)
Date:  (MM/DD/YYYY)					Time:				Location:
Objective:

 

 

 

Template 1: Advantages and necessity of organisational performance development

Advantages and necessity of organisational performance development (200-300 words)

Need for organisational performance development in Online Media Solution             Five (5) benefits of organisational performance development

 

 

Template 2: Performance development program

Performance development program (800-1000 words)

Purpose and objectives of the performance development program.           Management structures and wider support requirements.           Responsibilities of the managers                 Relevant legislation             Three (3) modes and methods to conduct performance reviews.                   Methods and resources needed to report the outcomes of the organisational performance development program.               Means for reporting and collating outcomes of organisational performance development.

 

 

 

MEETING AGENDA TEMPLATE:

Meeting/Project Name:
Date of Meeting:  (MM/DD/YYYY)		Time:
Meeting Facilitator:		Location:

 

1. Meeting Objective

 

2. Attendees
Name	Department/Division	E-mail	Phone

 

3. Meeting Agenda
Topic	Owner	Time

 

4. Pre-work/Preparation (documents/handouts to bring, reading material, etc.)
Description	Prepared by

 

 

 

MEETING MINUTES

Meeting Minutes:
Date of Meeting:  (MM/DD/YYYY)							Time:
Minutes Prepared By:							Location:
1. Meeting Objective
2. Attendance at Meeting
Name			Department/Division					E-mail					Phone
3. Agenda and Notes, Decisions, Issues
Topic										Owner				Time
4. Action Items
Action										Owner				Due Date
5. Next Meeting (if applicable)
Date:  (MM/DD/YYYY)					Time:				Location:
Objective:

 

 

Performance Checklist

For Activity 1, your Assessor will look for evidence that you have:

a)    Determined the advantages and necessity of organisational performance development. ·         Analysed the information given in the case study and determine the need for organisational performance development in Online Media Solution. ·         Conducted online research and determine any five (5) benefits of organisational performance development for Online Media Solutions

b)    Developed an organisational performance development program for Online Media Solutions. ·         Followed the guidelines provided to prepare the organisational performance development program. ·         Determined the purpose and objectives of the performance development plan. ·         Established appropriate management structures and wider support requirements. ·         Determined the modes and methods of the organisational performance development program. ·         Determined the methods and resources needed to report the outcomes of the organisational performance development program.

c)    Consulted the internal stakeholders. Discussed and consulted with managers regarding the organisational performance development program developed in Step 2. Used listening and questioning to confirm and clarify understanding. Requested them to provide feedback on the organisational performance development program. Answered the questions asked by managers.

 

 

Activity 2: Contribute to the development of organisational performance development program tools and materials

This activity is a continuation of Activity 1.

This activity requires you to contribute to the development of organisational performance development program tools and materials.

To do so, you are required to:

• Follow the steps given below.
• Complete the templates associated with each step.
• Submit the completed templates to the trainer/assessor.

 

Step 1: Create the following set of tools and resources the modes and methods of the organisational performance development program developed in Activity 1.

• Key performance indicators for the following customer service team.
  • Sales representatives
  • Customer service representatives
• Procedure to conduct performance appraisals.
• A flow chart illustrating an implementation of the performance review process.
  • Use MS Word to prepare a flowchart.
  • Include different stages in the implementation of the performance review process.
• Conduct online research and determine any five (5) benefits of organisational performance development for Online Media Solutions.
• Develop a GROW model of coaching staff members.

 

Follow the guidelines provided to prepare a set of tools and resources for the modes and methods of the organisational performance development program.

• The tools and resources must be developed using Template 3-6.
• The word limit to complete the set of tools and resources for the modes and methods of the organisational performance development program are given in the templates.

 

Step 2: Establish organisational performance development policies and procedures for Online Media Solutions and document the outcomes using Template 7.

Follow the guidelines provided to establish organisational performance development policies and procedures.

• The organisational performance development program must be developed using Template 7.
• Word-limit to complete the performance development program is 500-600 words.
• To establish organisational performance development policies and procedures, you must:
  • Create organisational performance development procedures.
  • Develop procedures and requirements that cover important accountabilities and responsibilities.
• The organisational performance development policies and procedures must include the following:
  • Purpose of the performance development policies and procedures.
  • Scope of the performance development policies and procedures.
  • Organisational performance development procedures.
  • Accountabilities and responsibilities of the following:
    • Managers
    • Staff members
  • Documentation requirements

 

 

 

Template 3: Key performance indicators

Key performance indicators (Three (3) each)

Key performance indicators for the following customer service team. ·         Sales representatives ·         Customer service representatives

 

 

 

Template 4: Procedure to conduct performance appraisals

Procedure to conduct performance appraisals (200-300 words)

 

Template 5: Benefits of organisational performance development

Benefits of organisational performance development (200-300 words)

 

 

 

Template 6: GROW model of coaching staff members

GROW model of coaching staff members (200-300 words)

 

 

Template 7: Performance development policies and procedures

Performance development policies and procedures (500-600 words)

Purpose of the performance development policies and procedures.         Scope of the performance development policies and procedures.         Organisational performance development procedures.         Accountabilities and responsibilities of the following: Managers Staff members       Documentation requirements

 

 

Performance Checklist

For Activity 2, your Assessor will look for evidence that you have:

a)    Created the following set of tools and resources the modes and methods of the organisational performance development program developed in Activity 1 and included the following information: ·         Key performance indicators for the following customer service team. o   Sales representatives o   Customer service representatives ·         Procedure to conduct performance appraisals. ·         A flow chart illustrating an implementation of the performance review process. o   Use MS Word to prepare a flowchart. o   Include different stages in the implementation of the performance review process. ·         Conducted online research and determine any five (5) benefits of organisational performance development for Online Media Solutions. ·         Developed a GROW model of coaching staff members.

b)    Followed the guidelines provided to prepare a set of tools and resources for the modes and methods of the organisational performance development program.

c)    Established organisational performance development policies and procedures for Online Media Solutions and documented the outcomes using Template 7. ·         Followed the guidelines provided to establish organisational performance development policies and procedures. o   Created organisational performance development procedures. o   Developed procedures and requirements that cover important accountabilities and responsibilities. ·         Organisational performance development policies and procedures included the following: o   Purpose of the performance development policies and procedures. o   Scope of the performance development policies and procedures. o   Organisational performance development procedures. o   Accountabilities and responsibilities of the following: §  Managers §  Staff members §  Documentation requirements

 

 

 

Activity 3: Coordinate organisational performance development communications

Activity context:

Management wants you to coordinate organisational performance development communications. They want you to analyse the performance of the customer service staff members, determine improvement areas, and prepare performance improvement plans during the performance evaluation meetings.

The analysis of performance outcomes are as follow:

Sales representative:

Strengths	Weaknesses
Abilities to meet the job requirements	Communicating and interacting with people from diverse backgrounds
Working without supervision	Adapting to changing situations and job requirements
Meeting the performance standards	Inefficiency to plan and prioritise work
Areas of improvement: ·         Communication and interpersonal skills ·         Time management skills

 

 

 

 

 

 

 

Customer service representative:

Strengths	Weaknesses
Communicating with clients from diverse backgrounds	Inefficiency to plan and prioritise work
Excellent analytical skills	Decision making
Ability to resolve customer complaints
Areas of improvement: ·         Time management skills ·         Decision making and problem-solving skills

 

Further, the management wants you to comply with the record-keeping and reporting requirements according to organisational policies and procedures.

As per the organisational policies and procedures:

• Performance improvement plans need to be completed for each team member.
• The performance improvement plans must record the following information:
  • Areas of improvement
  • Strategies to address the areas of improvement.
  • Resources required
  • Key performance indicators
  • Person responsible
    

Description of the activity:

This activity requires you to coordinate organisational performance development communications.

To do so, you are required to:

• Follow the steps given below.
• Complete the templates associated with each step.
• Submit the completed templates to the trainer/assessor.

 

Step 1: Conduct performance appraisals for the following team members:

• Sales representative
• Customer service representative

When conducting the performance appraisals, you are required to develop an improvement plan for each team member.

The improvement plans must be prepared in consultation with the respective team member and using Template 8 and Template 9.

For trainer/assessor: The trainer/assessor must assign any two (2) staff members to the student. The trainer/assessor must ensure that the team members are from diverse backgrounds. One staff member will take on the role of a customer service representative. Another staff member will take on the role of sales representative. Each staff member will discuss the following based on the information given in the Activity Context. Strengths Weaknesses Improvement areas The trainer/assessor must clarify the discussion prompts with each team member. The trainer/assessor must observe the student conducting the meeting. For student: The student must conduct a one-on-one meeting with each staff member. The student must consider and address cultural differences and diversity issues in all organisational performance development communications.

 

To conduct each meeting, you must follow the meeting process and the discussion prompt provided below.

Meeting process:

Before the meeting	1. Create a meeting agenda that encourages the stakeholders to provide feedback on the performance development processes. Confirm the meeting time and place with the trainer/assessor. Use the meeting agenda template provided to prepare the meeting agenda. 2. E-mail the meeting agenda to the stakeholders and request confirmation for the meeting.
During the meeting	1. Welcome the participants 2. Collaborate with the respective team member and develop the improvement plan. 3. Clarify the understanding of staff members. 4. Agree on the performance development plans.
After the meeting	1. Summarise the agreed outcomes using the meeting minutes template provided. 2. Complete the performance improvement plan for each team member. The performance improvement plan must include the following information: ·      Areas of improvement ·      Strategies to address the areas of improvement. ·      Resources required ·      Key performance indicators ·      Person responsible

 

 

 

Discussion prompts

Step 1: Determine the team member’s current state considering roles and responsibilities	·      What are your strengths? ·      What are your weaknesses? ·      What are the areas of improvement? ·      What other performance indicators can you notice?
Step 2: Determine your team member’s desired state	·      Why do you want to achieve that? ·      What are your priorities?
Step 3: Determine the actions to be implemented to reach the desired state	·      What must you improve/ learn/ experience to achieve the desired state? ·      What are the possible resources to learn/ experience/ improve?
Step 4: Prioritise organisational demands	·      Set a timeline for meeting your short-term development needs.

 

Step 2: Determine and document two (2) data and reporting tools to monitor organisational performance development of the staff members using Template 10.

 

 

Template 8: Improvement plan (Customer service representative)

Improvement plan (Customer service representative)
Areas of improvement (Two)	Strategies to address the areas of improvement. (Two for each area of improvement)	Resources required	Key performance indicators	Person responsible

 

 

 

Template 9: Improvement plan (Sales representative)

Improvement plan (Customer service representative)
Areas of improvement (Two)	Strategies to address the areas of improvement. (Two for each area of improvement)	Resources required	Key performance indicators	Person responsible

 

 

 

Template 10: Two (2) data and reporting tools to monitor organisational performance development of the staff members

Two (2) data and reporting tools to monitor organisational performance development of the staff members (200-300 words)

 

Performance Checklist

For Activity 3, your Assessor will look for evidence that you have:

a)    Developed an improvement plan for each team member.

b)    Collaborated with the respective team member and developed the improvement plan.

c)    Summarised the agreed outcomes using the meeting minutes template provided.

d)    Completed the performance improvement plan for each team member. The performance improvement plan included the following information: ·      Areas of improvement ·      Strategies to address the areas of improvement. ·      Resources required ·      Key performance indicators ·      Person responsible

 

 

Activity 4: Recommend improvements to the performance development system in response to collated data

Activity context:

Based on the data collated on the performance appraisals conducted, most of the customer service staff members were having the following skill or performance gaps:

• Time management skills
• Decision making and problem-solving skills
• Skills to communicate with customers from culturally and linguistically diverse (CALD) backgrounds.

The existing performance development has not been able to address these issues. The management wants the human resource officer to analyse the existing performance development system and recommend improvements to the performance development system.

Description of the activity:

This activity requires the student to recommend improvements to the performance development program of Online Media Solutions.

To do so, you are required to follow the steps given below and document the outcomes using Template 10.

• Step 1: Identify trends or problem areas requiring attention based on the analysis of performance management documentation.
• Step 2: Examine patterns in skill or performance gaps.
• Step 3: Determine requirements and options for performance development based on the trends or patterns in skill or performance gaps identified in Step 2.
• Step 4: Evaluate the strengths and weaknesses of the performance development system and make recommendations for improvement to the performance management system and document using Template 11.
  • Problem areas requiring attention.
  • Requirements and options for performance development.
  • Requirements and options for performance development.
  • Revisions required to the performance development policies and procedures.
  • Strengths and weaknesses of the performance development system.
  • Recommendations for improvement opportunities for future organisational performance development programs.

 

Template 11: Recommendations for improvement

Recommendations for improvement (400-500 words)

Problem areas requiring attention.

Requirements and options for performance development.

Requirements and options for performance development.

Revisions required to the performance development policies and procedures.

Strengths and weaknesses of the performance development system.

Recommendations for improvement

 

 

 

Performance Checklist

For Activity 4, your Assessor will look for evidence that you have:

a)    Identified trends or problem areas requiring attention based on the analysis of performance management documentation.

b)    Examined patterns in skill or performance gaps.

c)    Determined requirements and options for performance development based on the trends or patterns in skill or performance gaps.

d)    Evaluated the strengths and weaknesses of the performance development system and make recommendations for improvement to the performance management system.

 

 

Candidate:  I declare that this work has been completed by me honestly and with integrity and that I have been assessed in a fair and flexible manner. I understand that the Institute’s Student Assessment, Reassessment and Repeating Units of Competency Guidelines apply to these assessment tasks.

Signature: ___________________   Date: ____/_____/_____