BSBMGT517 Manage Operational Plan

Assessment Guideline

Task 1

SUBMISSION REQUIREMENTS FOR TASK 1:

 Answers to questions for Part A
 Operational Plan for Part B
 Contingency Plans for Part C
 PowerPoint slides and feedback for Part D
 Modified Operational Plan and/or Contingency Plans and feedback for Part
E

Business background

Business name: Complete Business Solutions Australia Pty Ltd Trading name:
Complete Business Solutions Australia (CBSA) Business structure: Company


Products/services: B2B Consultancy services, including:

• Financial services

• Information Technology services

• Business services

• Training services

Mission: “Helping businesses to help themselves”


Vision: “To become Australia’s largest business advocate”
Business goals:
▪ To become Australia’s largest business consultancy firm 

▪ To support business owners and their immediate and future needs 

▪ To deliver a first-class customer experience to ensure high levels of customer
satisfaction 

▪ To remain up-to-date with the latest business compliance requirements

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Part A

1. Student must identify three operational models/methods. A sample answer is provided

below of five possible models/methods. Accept any other reasonable models/methods that
haven’t been described in the sample answer.

2. Explain the role of an operational plan in achieving the organization’s objectives.

3. Explain different stages of the budgeting process.

An overview of a four-stage budgeting process:
• Preparation: involves determining how much income and expenses are expected based on
operational parameters and strategic objectives.
• Consultation and approval: involves consulting with those who will be impacted, and
gaining approval from senior management to implement.
• Implement budget: involves implementing the budget.
• Monitoring and adjusting: involves monitoring how the budget is tracking and making
changes as necessary to ensure the budget remains on track.

4. List three different approaches that could be used to develop key performance indicators to
meet business objectives.
Strategic approach(‘top-down’)
Operation approach(‘bottom-up’)
Leading/Lagging indicator

5. Outline three legislative and/or regulatory requirements that CBSA would need to adhere to
when implementing its operational plan.
Examples could include:
• Model Work Health and Safety Acts
• Model Work Health and Safety regulations
• Competition and Consumer Act 2010
• Fair Work Act 2009
• Privacy Act 1988
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• Copyright Act 1968
• Spam Act 2003

6. Outline five of CBSA’s policies and procedures that directly relate to the operational plan.
Examples could include:
• Communication Policy
• Information Technology Policy & Procedures
• Research Policy & Procedures
• Code of Ethics
• Risk Management Policy & Procedures
• Procurement Policy & Procedures
• Health & Safety Policy & Procedures
• Continuous Improvement Policy & Procedures
• Governance Policy

Part B
Review the CBSA Business Plan and the attached documents on page 13, 14, 15 (Strategic
Plan Overview and Operational Performance Data) to identify THREE operational issues that
need to be addressed. And documents three strategies (one for each issue), then complete
operational plan below.

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 Operational Plan XX/XX/20XX

Mission
Helping businesses to help themselves

Vision
To become Australia’s largest business advocate

Core values
The organisations core values are:
implement innovation and excellence
provide ways to help customer grow so they are successful
empower and inspire our customers
behave honesty with respect for all individuals
act professionally with our customers, and each other
continually pursue new knowledge and share this openly with others

Strategic goals
The organisation has the following strategic goals for the 20XX year:
• Acquiring five new clients per month
• Maintain 90% retention rate of our existing customers
• Grow our business financially by 25%
• Implement three new services for our clients
• Grow our workforce to support new services and expected growth

Operational strategies
<<Use the following table to detail the strategies that will be employed to address the operational issues you have identified>>

Strategy Priority Actions Resources Responsibility Date to be Performance

(High, Steps required completed indicators

Medium,
Low)

(Soft copy of operational plan will be provided)

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Review the CBSA Business Plan and the attached documents with the email (Strategic Plan
Overview and Operational Performance Data) to identify THREE operational issues that need
to be addressed.

Based on your analysis of these three operational issues, you should undertake research from a
variety of information sources to determine strategies that can be implemented to address these
three issues. This can include both online resources, offline resources, and from specialists as
necessary.

Documents three strategies (one for each issue) where for each:
 document a priority (High, Medium, Low)

 document actions to ensure that the innovation is implemented successfully. Each

strategy will likely require multiple actions (at least two). Common actions might include
planning, implementation and training, though others may also be applicable. Your actions
must also meet the minimum requirements of ensuring one strategy action involves the
recruitment of a new staff member, and one most involve the procurement of a new/modified
physical resource/service.

Part C

• To prepare for implementation, you need identify one risk for each operational strategy
and develop a contingency plan for each risk to ensure that we are prepared in case one
or more of the strategies runs into issues when implemented.

You must use the provided contingency plan to detail possible consequences and likelihood
levels. With the plan you must:

• Document three risks (one for each strategy that developed in part B).
e.g.: staff member leaving, higher than expected costs, competing work priorities,

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 competition, industry sector changes, unable to recruit required staff members,
implementation issues with new software, etc.
• Document the consequence for each risk, possible consequences can be catastrophic,
major, moderate, minor and insignificant.
• Document the likelihood for each risk, possible likelihood can be rare, unlikely, possible,
likely and almost certain.
• Document a possible mitigation strategy for each risk to minimize its impact.
For example, if a risk is an employee leaving the organization, then a mitigation strategy
may be to implement succession planning (that is, train another employee in some of the
departing employee’s, so that the risk is reduced).
• Document a contingency plan for each risk. This is a contingency action that is to be
implemented if the risk occurs.
For example, if a risk is an employee leaving the organisation, then a contingency plan
might be to utilise third-party services in the short-term to perform the role of the departed
employee until a replacement can be employed and trained.

Contingency Plan
Risk assessment
List the potential risks to your business (in order of most likely) and any strategies or contingencies to

reduce the risk. Also consider the secondary impacts of disaster events for your business.

Business risk

Impact

Likelihood

Mitigation strategy

Contingency plan

Business risk

Impact

Likelihood

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 Mitigation strategy

Contingency plan

Business risk

Impact

Likelihood

Mitigation strategy

Contingency plan

(Soft copy of contingency plan will be provided)

Part D

You are required to present the operational plan and contingency plan to representatives from
our internal staff and our clients to get their feedback by asking questions.

And your evidence should include PowerPoint slides for the presentation and a list of
feedback gathered from representatives.

Requirements for PowerPoint slides (at least 10 slides):

▪ Provide an outline of three operational issues you have identified and your strategies
for each issue.
▪ Provide an overview of three risks you have identified and the contingency plans.

Requirements for feedback:

• At least three questions or ideas (one for each issue) that from representatives. For
example, if a new IT system is to be introduced, an IT staff member will be more
concerned about the IT system.
− Your response for each question or idea. Make sure that you are agree to make at least
one improvement based on the feedback.

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Part E

The student need modify the Operational Plan and/or Contingency Plans（Operational Plan
must be modified）based on feedback received from the last assessment task.

The student should try and identify at least three possible improvements (Operational Plan) that
can be implemented into the plans.

You are then to lead a meeting with representatives of the staff members affected by the plans
explaining the plan’s details.

Task 2

SUBMISSION REQUIREMENTS FOR TASK 2:

1. Performance Monitoring and Review procedure for Part A
2. Performance Monitoring and Review recording form for Part A
3. Coaching Support Plan for Part A
4. Written answer for how intellectual property rights and responsibilities will be
adhered to for Part B
5. Document evidence for implementing human resource acquisition for Part B
6. Document evidence for implementing physical resource acquisition for Part B
7. Modified Operational Plan for Part C
8. Modified Coaching Support Plan for Part C
9. Document evidence of presentation and consultation for Part D.

Part A

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1.Develop an Operational Performance Monitoring and review Procedure

Using the Policy & Procedure Template, develop an operational performance monitoring and review

procedures that can be used to guide to monitor and reviewed operational performance against the

desired outcomes.

Using the Policy & Procedure Template, develop an Operational Performance Monitoring and
Review procedure that can be used as a guide to monitor and review operational
performance against the desired outcomes. It must detail:
Why performance monitoring is important.
A step-by-step process for monitoring and evaluating the performance used for the
procedure. You should specify a particular model you wish to use, and then provide a
breakdown of each of the stages that need to be undertaken. At the very least it
should include stages around the following.
Gathering the required data
Analysing the gathered data against the necessary performance indicators
Communicating the analysis and taking action as required
The procedure should reference a Performance Monitoring and Review recording form
that can be used to control the gathering and evaluation of performance data for each
project. This must be referenced in the procedure steps and include relevant areas
where details of the data to be collected can be entered including what, where, who,
and when. You should refer to the requirements in the next task to help with
development of this form.
The procedure should also detail how performance documentation will be stored. This
should include a reference to the organisation’s Document Management Policy &
Procedures.

− .

2. Performance Monitoring and Review form

Developing a Performance Monitoring and Review recording form which can be used for

each project for ensuring the performance strategies are monitored and evaluated.

Requirements:

Please refer to the operational plan that you developed in task 1, and ensure all monitoring

details are relevant to the three identified issues and corresponding implementation strategies.

Especially the key performance indicators (KPIs) should be relevant to existing ones that you

developed in your operational plan.

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And please refer to the example below:

Performance Monitoring and Review form

Developed on 12/01/2020

Developed by HR Manager

How data will be monitored

Performance indicator to What needs to be Who will be collecting the When does the data need
be measured? collected? data? to be collected?

e.g.: Percentage of Monthly customer Marketing Strategist Monthly

customer satisfaction satisfaction survey
(end of each month)
(target: increased to 90%)

How outcomes will be communicated

What needs to be In what format Who needs to send? Who needs to When does it need to
communicated? should it be receive? be sent?
communicated?

e.g.: Results of By email on a monthly Sales & Marketing Managing Director Monthly
customer satisfaction basis Manager (end of each month)
survey

(Soft copy of this template will be provided)

3. Coaching support plan

Developing a coaching support plan by using the given template.

Requirements:

● At least 3 things that staff will need to be coached on as part of the operational

strategies being implemented.

● And you should match appropriate skills or needed knowledge with the strategies

that developed in your operational plan.

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For example, if your strategy is “Increasing customer satisfaction to 90%”, one possible

solution may be:

● What needs to be coached: How to develop a customer survey and record its result

● Who needs to be coached: Sales and Marketing Strategist

● Who will do the coaching: Sales and Marketing Manager

● When the coaching must be completed: 2 weeks

Please refer to the template below:

Coaching Support Plan

Who developed this plan

When was it developed?

What is the purpose of this plan?

What need to be coached? Who needs to be Who will do the When must the coaching
coached? coaching? be completed?

e.g.: How to develop a e.g.: Sales and Marketing e.g.: Sales and Marketing 2 weeks
customer survey and record Manager Manager
its result

(Soft copy of this template will be provided)

Part B

1. Updated two policies and procedures

Currently there is no provision in either of the following policies/procedures in regard to intellectual property
rights and responsibilities. Based on the organisation’s Confidentiality Policy, and using a word processor,
document how you could update each of the following policies/procedures to secure the intellectual property
rights and responsibilities of CBSA during these processes:

▪ Staff Management Policy & Procedures

▪ Procurement Policy & Procedures

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 − You should submit your answer in the word document as evidence for this task.

− Staff Management Policy & Procedures

For example, you may add the following bullet point to the policy : ‘Ensure that

the intellectual property rights and responsibilities of the organisation and those

involved in the recruitment process are maintained as per the Confidentiality

Policy.’

− Procurement Policy & Procedures (soft copy of this policy & procedures will

be provided)

For example, you may add the following sentence to the policy: “At all stages of

the Goods and Service Contract negotiations, the confidential arrangements of

both parties should be adhere to as per Confidentiality Policy.”

You can prescribe anything that you think is appropriate for IP protection. A minimum of one

point should be covered and it does not matter if you are using your own language.

2. Document evidence for implementing human resource acquisition

You have developed actions for your operational plan, and select one action that is related to

acquiring a new staff member. For the purpose of this task you need to complete any one of

the following activities and submit completed document as your evidence:

• Develop a job application for the new job role

(evidence - e.g.: cover letter)

• Develop a position description for the new job role

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 (evidence – one completed position description, could be sourced from website or

media platform, such as Seek, but ensure it is applicable for the now job role)

• An induction checklist for the new role

(evidence – one completed induction checklist, please refer to one example below

and soft copy of one template will be provided)

Completed

Item Responsible officer (Sign-off and date)

Hand out new employee folder, payroll documents and Store Manager

organisational policies

Introductions to all staff. Store Manager

Role, responsibilities and performance expectations

Position description Store Manager

Mission, values and relevant areas of business Store Manager

plan/objectives

Work plan/performance expectations Store Manager

Performance evaluation Store Manager

Reporting relationships Store Manager

Organisational overview

History of the organisation Store Manager

Organisational structure Store Manager

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 Completed

Item Responsible officer (Sign-off and date)

Office facilities and equipment

Bathroom, kitchen, use of photocopier and phone Store Manager

system

Introduction to email, electronic filing, internet use, Store Manager

templates, hard copy filing procedures.

IT system set-up, username and password Information

Management

Officer

3. Document evidence for implementing physical resource acquisition.

You have developed actions in your operational plan, please select one action that needs to be

completed in relation to acquiring a new physical resource. For the purpose of this task, you

must complete one of the following activities and submit one of these documents as evidence:

• Develop a Procurement Management Plan

(Please refer to the example template below)

• Develop a Request for Quote

(Please refer to the example template below)

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 Procurement Management Plan

Procurement details

Overview

Related project

Date required by

Risk assessment

The following risks, their impacts and consequences and any treatments are documented as follows:

Risk Current Impact Consequence Likelihood Risk rating Risk

Controls treatment

Market approach

Quotes will be sought from the following suppliers:

Supplier Contact

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Evaluation criteria

The following evaluation criteria and weightings will be used to evaluate quotes:

Evaluation criteria Weightings

Request and approval

The following staff member has recommended that quotes be sought from the identified suppliers:

Requester

Position

Date

The approval or non-approval to proceed is documented below:

Approved (Y/N)

Approver

Position

Date

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 Request for Quote Template

<<insert Date>>

Supplier Name

Company Address

To Whom It May Concern,

Complete Business Solutions Australia (CBSA) invites you to submit a quote for the supply of

<<insert details of goods and/or services required>>.

To assist you in this process, a Request for Quote and Response Form is included. The quote

must be submitted using the Response Form by the closing date specified and must remain

valid for acceptance for the quote validity period specified.

The quote will be evaluated against the evaluation criteria outlined in the Request for

Quote.

If you have any questions please contact <<insert your name>> at <<insert phone or email

address>>.

Yours sincerely

<<insert your name>>

Request for quote

Purchaser

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 Goods/services

required

Quote closing

date/time

Email address for

lodgement

Quote validity period

Purchaser contact

The following criteria will be used to evaluation this quote against others:

Criteria Weighting to decision

10%

20%

Response form

Please complete the organisation details as follows:

Supplier name

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 Authorised

representative

ABN

Entity type

Address

Phone

Email

Your responses against the evaluation criteria

Criteria Response

Notes:

Your criteria in above templates might involve:

• Feature of the products. E.g.: automation features of CRM software.

• Payment terms. E.g.: allows monthly payment.
• Follow-up service. E.g.: free delivery and 3 years warranty.

Part C
Based on the email you are to complete the following tasks.

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1. Review the operational performance data for the third quarter to determine how effective
the new strategies have been. Based on the results and the strategies in your Operational
Plan, you need to modify the operational plan to try and ensure that the performance data
will be improved for the fourth quarter. This could involve:
▪ Modifying existing strategies and action steps
▪ Creating new strategies and actions steps
Review the operational performance data for the third quarter to determine how effective
the new strategies have been. Based on the results and the current coaching support that
is being implemented, you need to modify the Coaching Support Plan to try and ensure
that the performance data will be improved for the fourth quarter. This could involve:
▪ Modifying existing coaching support plan tasks
▪ Creating new coaching support plan tasks which include how to use resources
effectively, economically and safely
Review the operational performance data for the third quarter to calculate the net profit or
loss and calculate the variances between actuals and budgeted expenses to review profit
and productivity performance. Identify areas of underperformance, recommend solutions
and take prompt action to rectify the situation.

2. Send a memo to all staff members (your assessor)

Based on your review of the expenditure on energy use as documented in the Operational
Performance Data specifically in the profit and loss for the last three quarters, develop and
send a memo to staff with regard to effective and economical use of resources.

The purpose of the memo is to mentor and coach staff in using resources wisely, so you
should include at least 5 simple actions that all staff can follow to conserve energy.

You may use the following publication to identify suitable ideas.

(https://www.energy.gov.au/household-guides/work )

Part D
Review the CBSA Communication Policy & Procedures (accessible via the CBSA website) for
the delivery of presentations, and then undertake a consultation session with representatives
of CBSA’s staff in line with workplace procedures. The consultation session should be no
longer than 15 – 20 minutes and must cover:
▪ An outline of the changes you have made to the operational plan
▪ An outline of the changes you have made to the coaching plan
▪ Negotiation of the changes with the consultation session audience until all parties are in
agreement
You should submit the modified and agreed upon changes to the plans as evidence of this
task.

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