Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 1 of 12 BSBOPS504 Manage Business Risk Assessment Task 2 – Project and Report PART A Task summary This assessment task requires you to implement risk control measures from the risk management plan, as well as monitor and report on actions arising. Required ? Access to textbooks/other learning materials ? Computer with Microsoft Office and internet access ? Customer Survey Results Memo ? Sales Data Analysis Memo ? Staff Survey Results Memo ? Performance Review Results Memo ? Sustainability Report Submit ? Email with the following attached: o staff training report o completed usage record o customer questionnaire ? Email with risk monitoring report attached. Assessment criteria For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence. Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 2 of 12 Carefully read the following information: Assume that the CEO of NatureCare Products has indicated that he wants you to prioritise treatment of a number of risks as follows: ? Inability to attract sufficiently qualified staff One of the risks identified in the risk management plan is the inability to attract sufficiently qualified and knowledgeable staff to manage the new retail stores. The risk treatment identified is to invest in the training and development of existing staff to fulfil this role, at least in the short term. It has been identified that at least two of the existing customer service representatives are interested in taking on this new role. Neither of the two customer service representatives have managerial skills nor knowledge, but they both have excellent company and product knowledge, as well as customer service skills. ? Unsustainable workplace Another risk identified in the risk management plan is increased costs to the business through inefficiencies in resources usage. Given that the business is set to expand, it is of key importance that resources are used sustainably and efficiently. The CEO wants to implement the risk treatment of measuring the company’s environmental sustainability and resource usage, commencing with the head office location. ? Low customer satisfaction A further risk identified as a priority is the any threat to customer satisfaction. Given that the business is expanding, customer satisfaction will be crucial. The risk treatment identified is to develop a customer questionnaire that can be used to measure customer satisfaction. You have been directed to implement strategies to reduce the risks posed. Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 3 of 12 Complete the following activities: 1. Write a report on staff training options Review the case study information and then research a range of potential training options for the customer service representatives, including both on and off the job options. Identify at least three suitable options. Then develop a short report outlining your recommended option/s for the training, including a rationale for each recommendation. Include the details of each recommended training option, including a summary of the training to be provided and outcomes, location, costs and duration as applicable. Save this document as Staff Training Report. As a guide, your staff training report should be 1 to 2 pages long. 2. Undertake an inspection of head office Assume that, given the CEO’s concerns, you are to complete an inspection of head office (this will be the RTO as the simulated environment) to identify environmental sustainability and resource usage issues and to identify and report on possible solutions. You will therefore undertake an inspection of the RTO facility using the environmental sustainability and resource Usage Record Template. Record at least 3 actual or potential environmental sustainability and resource usage issues that you found during activity one. Your assessor will advise you of the date and time of the inspection and will observe you conducting the inspection. 3. Develop a customer questionnaire. Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 4 of 12 You are required to develop a questionnaire that can be given to customers to fill out when they have made a purchase in one of NatureCare’s retail outlets. The questionnaire should contain eight questions that measure customer satisfaction and can be answered on a sliding scale from 1 (which is don’t agree at all) to 10 (which is totally agree). Customers should be able to circle the most appropriate response with a pen or pencil while they are in the shop and hand it back to the sales personnel when they are finished. Develop questions that encompass as many aspects of the customer’s experience as possible. Use language that is polite and friendly. There should be a space under the questions for responders to give written feedback on their experience(s) if they wish. Create a new Word document for this activity and save it as Customer Questionnaire. The questionnaire should fit on two sides of an A4 page. 4. Send an email to the CEO (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachments and seek their feedback and approval to move forward with the project. Attach the following to the email: ? staff training report ? usage record ? customer questionnaire The CEO will send you an email providing comments and approval to proceed with the training course that they select from your report. Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 5 of 12 It is six months later, and you are monitoring the implementation of the risk treatments to ensure sufficient qualified staff, a sustainable and efficient workplace and high customer satisfaction. Assume also that both managers participated in a formal, nationally recognised course in management, which they completed over the last six months. You have been provided with the following information by your team, which you will use to monitor the implementation of the action plan: ? The new Human Resources Manager has provided you with performance review information for the two Managers in a Performance Review Results Memo, as well as a staff survey conducted to assess employee satisfaction in a Staff Survey Results Memo. ? The Marketing Manager has provided you with sales analysis for the last six months in a Sales Data Analysis Memo, as well as a memo about a recent customer survey. Customer Survey Results Memo ? The Office Manager has provided you with a Sustainability Report. 5. Write a risk monitoring report. In order to monitor the implementation of your action plan you are required to review the following documents: ? Customer Survey Results Memo ? Sales Data Analysis Memo ? Staff Survey Results Memo ? Performance Review Results Memo ? Sustainability Report Develop a risk monitoring report that provides a summary of the data provided to you and document what the data shows in relation to the effectiveness of the action plan. Identify any additional risk control measures, which you believe should be put in place as relevant. Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 6 of 12 Your report should be 1 to 2 pages long. Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 7 of 12 6. Send an email to the CEO (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachment. Attach your risk monitoring report to the email. Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 8 of 12 Part A Checklist Did the student: Completed successfully Comments Yes No Implement the risk management action plan by identifying appropriate training programs for staff? Implement the risk management action plan by conducting a sustainability inspection? Implement the risk management action plan through developing a customer questionnaire that can be used to survey customers? Demonstrate the ability to monitor the action plan through reporting on the outcomes of staff training, the sustainability inspection and implementation of the customer survey? Monitor action plan giving recommendations on future actions? Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 9 of 12 PART B Task summary In this assessment task, you are required to answer a number of questions in order to evaluate the risk management process that you completed in the last two assessment tasks. You are also required to set up logical folders and store all the documents that you have created for this assessment task. This assessment is to be completed in the simulated work environment in the RTO. Required ? Access to textbooks/other learning materials ? Computer with Microsoft Office and internet access ? Risk Management Policy and Procedures Submit ? Email with risk management evaluation report and screen shot attached. Assessment criteria For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence. Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 10 of 12 Complete the following activities: 7. Develop a risk management evaluation report This assessment task requires you to evaluate and report on the risk management process that you have completed in the previous two assessment tasks. Review all of the following questions and prepare a short report of approximately 1 to 2 pages that addresses each question. A. Evaluate the overall risk management process. ? Was it easy or difficult to identify risks? ? Was staff input (at the meeting) helpful? ? How confident are you that all the risks have been identified? B. Consider whether the process indicated in the NatureCare Products’ current Risk Management Policy and Procedures is sufficient to guide the risk management process used for the business expansion project. Explain why or why not. C. Explain whether the principles of risk management in the NatureCare Products risk management policy and procedure is consistent with AS/NZS ISO31000:2009 Risk Management Principles and Guidance. D. What changes would you recommend to the risk management process. 8. Take a screen shot of all of your folder and files. You are required to demonstrate that you can file all of your records in a logical structure. Ensure that you have an overall folder, as well as sub folder for each assessment task. Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 11 of 12 All of the documents you have submitted for this unit should be correctly named and filed, as set out on page 3 of this document. The screen shot should show all the folders, sub-folders and documents. 9. Send an email to your assessor. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachments. Attach your risk management evaluation report and screen shot to the email. Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: 612 9955 0488 F: 02 9955 3888 Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: 612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 T: 612 6253 5184 BSBOPS504 Assessment Task 2 v1.0 Page 12 of 12 Part B Checklist Did the student: Completed successfully Comments Yes No In the evaluation report, evaluate the risk management process by providing clear and relevant answers to all questions? In the evaluation report, provide recommendations for changes to the risk management process based on the evaluation? Set up logical folders and store all documents (created and provided as part of assessment tasks) within these folders?