BSBMGT517 Student Assessment Tool - V2.0 MAR 2020 PDF

Wall Street College Pty Ltd
ABN No: 42 606 344 905

RTO No: 41294 CRICOS Provider No.: 03601F
Melbourne: Level 4, 20 Queen St, Melbourne, VIC 3000
Phone: +61 3 9629 4770 Email: admissions@wallstreet.edu.au
Hobart: Level 2, 27 Elizabeth St, Hobart, TAS 7000
Assessment Tool
Unit Details
BSBMGT517 - Manage operational plan
This is a summative assessment, which requires each

Assessment
student to have adequate practice prior to undertaking this
Type assessment
Assessment 1
Project
Assessment (Develop Operational Plan)
Tasks Assessment 2
Project
(Implement and Monitor Operational Plan)
Last Modification Date March 2020
Proposed Review Date March 2021
©WSC V2.0 March 2020 BSBMGT517 - Assessment Tool Page 1 of 33

Next Review March 2021
ABN No: 42 606 344 905
Unit Summary
This unit describes the skills and knowledge required to develop and monitor implementation of the
operational plan to provide efficient and effective workplace practices within the organisation’s
productivity and profitability plans.
Management at a strategic level requires systems and procedures to be developed and implemented
to facilitate the organisation’s operational plan.
This unit applies to individuals who manage the work of others and operate within the parameters of
a broader strategic and/or business plan.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Prerequisite Units
There are no recommended pre-requisite units for this competency.
Possible Co-requisite Units
This unit can be assessed independently, however holistic assessment practice with other business
service units of competency is encouraged

ABN No: 42 606 344 905
Assessment Overview
This Student Assessment Booklet includes all your tasks for assessment of BSBMGT517 Manage operational
plan.
About Your Assessments

This unit requires that you complete two assessment tasks. You must complete all tasks to achieve
competency for this unit.
Assessment Task About This Task
Assessment Task 1: In this task you will be developing organisational operational and contingency
Develop Operational plans to address operational issues in consultation with staff members of an
Plan organisation.
Assessment Task 2: In this task you will be implementing operational strategies, evaluating their
Implement and Monitor outcomes, and making necessary adjustments to try and improve operational
Operational Plan performance.
How to Submit Your Assessments

When you have completed each assessment task you will need to submit it to your assessor.
Instructions about submission can be found at the beginning of each assessment task.
Make sure you photocopy your written activities before you submit them – your assessor will put the documents
you submit into your student file. These will not be returned to you.
Assessment Task Cover Sheet

At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for
each task where you need to submit items for assessment, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task and will write this on the back of the
Task Cover Sheet.
Assessment Appeals
You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to
your Student Handbook for more information about our appeals process.
Plagiarism, Cheating and Collusion

When a trainer/assessor believes there has been an incident of an academic misconduct involving plagiarism,
cheating and/or collusion, you will be reported by your trainer/assessor along with reasons for the allegation.
Wall Street College takes a serious view of plagiarism and cheating in any form of assessment.
Academic misconduct may include, but is not limited to:

o using study guide material without acknowledgement;
o paraphrasing the work of another person;
o directly copying any part of another person's work;
o summarising the work of another person;
o using or developing an idea or theme derived from another person's work;
o using experimental results obtained from another person's work; and
o in the collaborative projects, falsely representing the individual contributions of the collaborating
students where individual contributions are to be identified.

ABN No: 42 606 344 905
Penalties for plagiarism may include but not limited to: a caution or reprimand; awarding of zero marks in the
assignment, essay, project, test, examination or other work in respect of which academic misconduct has
occurred; a fail in the subject; a fine; suspended enrolment; or exclusion from the College.
Definitions:
Academic Misconduct
Involvement in cheating, plagiarism or any other conduct that deliberately or inadvertently claims ownership of
an idea or concept without acknowledging the source of information.
Cheating
Includes, but not limited to, copying the work of another under any assessment condition without the other
person’s knowledge; copying the work of another under any assessment condition with the other person’s
knowledge; unauthorised collaboration of assessment tasks.
Collusion
When two or more students incite, facilitate and conceal involvement in cheating and/or plagiarism.
Plagiarism
Involves intentionally or unintentionally submitting/presenting work that is done by another person without
referencing the sources of information and may include content scraping where students simply copy and paste
contents from a source without proper citation.
For more information, please refer to our Academic Misconduct Policy and Procedures.

ABN No: 42 606 344 905
Assessment Plan
The following outlines the requirements of your final assessment for this unit. You are required to complete all
tasks to demonstrate competency for BSBMGT517 Manage operational plan.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.
Assessment Requirements Due Date
1. Project
2. Project
AGREEMENT BY THE STUDENT

Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure
you sign this before you start any of your assessments.
Have you read and understood what is required of you in terms of assessment?  Yes  No
Have you read and understood the RTO’s policies and procedures related to  Yes  No
reassessment?
Do you understand the requirements of this assessment?  Yes  No
Do you agree to the way in which you are being assessed?  Yes  No
Do you have any special needs or considerations to be made for this assessment?  Yes  No
If yes, what are they?
___________________________________________________________________
Do you understand your rights to appeal the decisions made in an assessment?  Yes  No
Student name: ____________________________________________________________________________
Student signature: ______________________________________________ Date: ____________________
Assessor name: ___________________________________________________________________________
Assessor signature: _____________________________________________ Date: ____________________

ABN No: 42 606 344 905
Assessment Task Cover Sheet – Assessment Task 1
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
▪ BSBMGT517 Manage operational plan
Assessor to complete
Was this a
Satisfactory/ resubmission?
Assessment Task Not satisfactory Date Y/N
Project
STUDENT DECLARATION
I _________________________________________________ declare that these tasks are my own work.
 None of this work has been completed by any other person.

 I have not cheated or plagiarised the work or colluded with any other student/s.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
 I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature: _________________________________________________________________________
Student name: ____________________________________________________________________________

ABN No: 42 606 344 905
ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
Assessor signature: ________________________________________________________________________
Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________

ABN No: 42 606 344 905
Assessment Record Checklist

ASSESSMENT TASK 1: DEVELOP OPERATIONAL PLAN
PART A – OPERATIONAL PLAN KNOWLEDGE Yes No
Did the student submit the following:

 Answers to questions
Did the student::
 Answer Question 1  Answer Question 2  Answer Question 3
sufficiently? sufficiently? sufficiently?
 Answer Question 4  Answer Question 5  Answer Question 6
sufficiently? sufficiently? sufficiently?
PART B – DEVELOP OPERATIONAL PLAN Yes No

 Operational plan
Did the student develop an operational plan that:
 Used the given template?  Specified the organisation’s mission
 Specified the organisation’s vision statement?
statement?  Specified the organisation’s core values?
 Specified strategic goals?  Specified three strategies to address the
 For each strategy identified a performance performance issues?
indicator?  Specifies a priority, responsibility,
 For each strategy identified a number of resources, and a timeline for each
actions? strategy?
PART C – DEVELOP CONTINGENCY PLANS Yes No

 Contingency plans
Did the student develop an analysis report that:
 Used the Contingency Plan Template?  Specified one risk for each strategy?
 Specified the impact for each risk?  Specified the likelihood for each risk
 Specified a possible mitigation strategy for occurring?
each risk?  Specified a contingency plan for each risk?
PART D – CONSULTATION PROCESS Yes No
Did the student deliver a consultation session where they:

 Provided an outline of the three operational  Provided an overview of the three risks
issues they have identified and their they have identified and the contingency
strategies to address these issues? plans to manage these risks?
 Identified and used appropriate  Led the consultation and documented
conventions/protocols to communicate with feedback from attendees in relation to
colleagues and clients? possible improvements to the operational
 Gathered feedback using questioning plan and contingency plans?
techniques and active listening?  Collaborated with others to achieve joint
 Presented information to a range of outcomes, playing an active role in
audience members using appropriate facilitating effective group interaction,
register, vocabulary and paralinguistic influencing direction and taking a
features? leadership role on occasion?
PART E – GAIN APPROVAL AND DISTRIBUTE INFORMATION TO WORK TEAMS Yes No

 Modified Operational Plan and/or Contingency Plans

ABN No: 42 606 344 905

ASSESSMENT TASK 1: DEVELOP OPERATIONAL PLAN
Did the student modify the operational plan and/or contingency plans based on feedback from the
consultation session as appropriate?
Did the student deliver a meeting where they:

 Led the meeting explaining the operational  Collaborated with others to achieve joint
plan components? outcomes, playing an active role in
 Gathered feedback using questioning facilitating effective group interaction,
techniques and active listening? influencing direction and taking a
 Presented information to a range of leadership role on occasion?
audience members using appropriate  Identified and used appropriate
register, vocabulary and paralinguistic conventions and protocols when
features? communicating with colleagues and
clients?
Please note any reasonable adjustments for this task below.
 I have reviewed the mapping to this task.

 I have analysed the evidence gathered against the requirements of this task and am satisfied that the student has
satisfactorily demonstrated the skills and knowledge required of this unit.
Where any items above are marked ‘No’, please provide comments and outline the gaps below. Ensure feedback is
provided to the student on their Assessment Task Cover Sheet. Note actions that will be taken to correct the gaps.
How many attempts were required to demonstrate satisfactory performance? ______________________________
Part A outcome: Satisfactory  Not Satisfactory 
Part B outcome: Satisfactory  Not Satisfactory 
Part C outcome: Satisfactory  Not Satisfactory 
Part D outcome: Satisfactory  Not Satisfactory 
Part E outcome: Satisfactory  Not Satisfactory 
Date: __________________________________
Student name: __________________________________________________________________________________
Assessor name: _________________________________________________________________________________
Assessor signature: ______________________________________________________________________________

ABN No: 42 606 344 905
Assessment Task 1: Develop Operational Plan
The following assessment tasks use a simulated business called Complete Business Solutions Australia
(CBSA). In order to complete the assessment tasks, you will need to access information, templates, policies
and procedures found on the CBSA website. Your assessor will provide you with login details. Navigate to
www.cbsa.com.au, select ‘Log in’ and enter your username and password prior to completing your
assessment tasks.
For this assessment you will play the role of Business Compliance Specialist for CBSA. CBSA is a
consultancy service providing assistance with compliance, finances, human resources, information
technology and other business needs to ensure that businesses have the expertise and support they need
to survive and prosper. You should familiarise yourself with what CBSA does, its services and history, the
organisational structure of the business and its employees. Ensure that you read the Business Plan to
understand CBSA’s mission, vision, and business objectives.
TASK SUMMARY
In this task you will be developing organisational operational and contingency plans to address operational
issues in consultation with staff members of an organisation. This task is divided into five parts:
▪ Part A: In this part, you will be displaying your knowledge of operational plans
▪ Part B: In this part, you will be developing an operational plan to address operational issues
▪ Part C: In this part, you will be developing contingency plans for the operational plan
▪ Part D: In this part, you will be leading a consultation session in regards to your plans with staff members
and clients
▪ Part E: In this part, you will be presenting your approved plans to work teams
The instructions for each part are provided below.
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:

▪ Three (or more) additional students for role play activities
▪ Access to Learner Guide, PowerPoint presentation and recommended textbook
▪ Access to a computer with the Internet and email
▪ Access to Microsoft Word or a similar program.
▪ CBSA Policies and Procedures (accessible via the CBSA website)
▪ CBSA Business Plan (accessible via the CBSA website)
▪ Operational Plan template (provided in Part B)
▪ Contingency Plan template (accessible via the CBSA website)
WHEN AND WHERE WILL THIS PART BE COMPLETED?

▪ Your assessor will give you the due date for this assessment.
WHAT HAPPENS IF I GET SOMETHING WRONG?

If you get something wrong you will need to resubmit that part of the task or the related document that has not
been completed correctly or fully. Your assessor will provide you with guidance as to what needs to be
resubmitted and how.
If your assessor identifies any plagiarised responses in your answers, your trainer/assessor will report this
along with reasons for the allegation. For more detailed information about academic misconduct, please refer to
Plagiarism, Cheating and Collusion section in the Assessment Overview of this assessment booklet.

ABN No: 42 606 344 905
STUDENT INSTRUCTIONS FOR TASK 1

Complete all parts of the assessment below using your own words.
PART A – OPERATIONAL PLAN KNOWLEDGE
To begin this part, read the following email and its attachment, then complete the tasks that follow:
To: You
From: Henry Thomas (henry.thomas@cbsa.com.au)
Date/time: Monday 12:08PM
Subject: Operational Plan Knowledge
Attachment: Knowledge Questions.docx
To You,
I want you to investigate the organisation’s current processes to determine what operational adjustments
should be made to ensure the continued success of the business. Prior to doing this, I need to understand
what your current knowledge of CBSA is and operational planning. Please provide answers to the questions I
have asked in the attached document. You will need to refer to the CBSA Business Plan and its
organisational policies and procedures to help with your answers.
Kind Regards,
Henry Thomas
Governance Manager
300 Fictional Way, Sydney, NSW 2000
Phone: 1800 111 222
www.cbsa.com.au
ATTACHMENT
Knowledge Questions.docx
Please answer the following questions:
1. Describe three models and/or methods for developing operational plans:
Model/Method Description of model/method
2. Explain what the role of an operational plan is in achieving the organisation’s objectives.
3. Explain what the different stages of the budgeting process are.

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4. List three different approaches that could be used to develop key performance indicators to meet
business objectives.
5. Outline three legislative and/or regulatory requirements that CBSA would need to adhere to when
implementing its operational plan.
6. Outline five of CBSA’s policies and procedures that directly relate to the operational plan.
TASK
Refer to the CBSA Business Plan and its policies and procedures (all accessible via the CBSA website) to get
an understanding about the organisation and its processes. Then using a word processor, create a document
to record your answers to the questions contained within the email attachment (Knowledge Questions.docx)
ensuring you provide answers to each of the six questions.
PART B – DEVELOP OPERATIONAL PLAN
To: You
Date/time: Tuesday 11:02AM
Subject: Operational Plan
Strategic Plan Overview.docx, Operational Performance

Attachment:
Data.docx, Strategic Plan Template.docx
To You,
Thanks for providing the answers to the questions I posed. I’m now ready for you to look at developing an
operational plan for CBSA. Some background information is provided below.
At a recent CBSA board meeting the organisational strategic goals progress and operational performance
were discussed. The board is very unhappy with the current state of its operations and the performance
measurements against the strategic goals.
I have attached the strategic plan overview including this year’s strategic objectives, and the latest
operational performance data. Can you please review and analyse these to determine three operational
issues? You should then research and identify strategies to address these three issues so that operational
performance can get back on track and CBSA can reach its strategic goals.
Based on the strategies you identified, please develop an Operation Plan using the provided template.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au

ABN No: 42 606 344 905
ATTACHMENTS
Strategic Plan Overview.docx
Mission statement: ‘Helping businesses to help themselves.’

Vision statement: ‘To become Australia’s largest business advocate.’
Core values
Our commitment is to:
▪ 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 plan 20XX
Strategic objectives for this year include:
▪ 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 Performance Data.docx
Strategic goal performance measures

Business data is gathered every quarter and reported to Managing Director for review. The first two quarter’s
results of strategic goals performance are provided below:
Performance measurement
Goal 1st Quarter 2nd Quarter
Acquire 5 new clients per month 2 new clients per month 2 new clients per month
Maintain 90% customer retention 80% retention rate 75% retention rate
rate
Grow business by 25% Financial growth of 5% Financial growth of 15%
Implement three new services No new services implemented No new services implemented
Grow workforce to 32 employees Workforce numbers stable at 29 Workforce numbers increased to 30
Service delivery issues

▪ An average of five client complaints are received each month.
▪ Complaints generally relate to the following themes:
− Customer service staff are unable to provide adequate service advice
− Customer service staff are not friendly at times
− Lengthy wait times on the telephone to discuss services or chase up appointment scheduling
− Differences between appointment stated and actual appointment time staff member is turning up on

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▪ There also appears to be some further issues relating to the time in responding to complaints and
identifying and implementing procedures to address issues identified through complaints.
Staff turnover analysis
For the previous year:
▪ At the start of the year there were 27 employees
▪ At the end of the year there were 29 employees
▪ Two new roles at the organisation were created
▪ There were two employees that left throughout the the year
Annual staff turnover ratio: 2 / 29 * 100 = 6.89%
Reasons for leaving for the 2 employees were given as follows:
▪ Moved interstate.
▪ Left to raise family
For the current year:
▪ At the start of the year there were 29 employees
▪ At the end of the year there were 29 employees
▪ There were six employees that left throughout the the year
Annual staff turnover ratio: 6 / 29 * 100 = 20.69%
Reasons for leaving for the 6 employees were given as follows:
▪ Low pay – got a higher paying job at a competitor
▪ High workload expectations – feeling overwhelmed and stressed
▪ Feeling undervalued and not being listened to by management
▪ Job did not meet expectations
▪ Growth opportunities not available
▪ Moved with family overseas.

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Strategic Plan Template.docx
Operational Plan XX/XX/20XX

Mission
<<Insert CBSAs mission statement here>>
Vision
<<Insert CBSAs vision statement here>>
Core values
The organisations core values are:
▪ <<insert CBSAs core values here in bullet form here>>
Strategic goals
The organisation has the following strategic goals for the 20XX year:
▪ <<insert strategic goals for CBSA in bullet form here>>
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

steps required completed indicators
TASK
Review the CBSA Business Plan (accessible via the CBSA website) 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.
Once you have identified possible strategies, develop an Operational Plan using the template supplied with the
email.
▪ Documents the mission statement for the organisation
▪ Documents the vision statement for the organisation
▪ Documents the core values for the organisation
▪ Documents CBSA strategic objectives for the organisation
▪ 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. Common actions might include planning, implementation and training, though
others may also be applicable. You must ensure adherence to organisational policies when
determining actions especially the organisation’s Health & Safety Policy & Procedures, and Staff
Management Policy & Procedures. 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.

ABN No: 42 606 344 905
− Research and analyse resources required for each strategy and document it in the operational plan
template provided. These should include both physical resources and human resources as appropriate.
You should use the Org Chart as a guide in the CBSA Business Plan when determining what human
resources may be appropriate.
− document responsibility for the action steps. You should use the Org Chart as a guide in the CBSA
Business Plan when determining who should be assigned responsibility based on their job title.
− document a date when the strategy is to be finalised by
− document a performance indicator for each which can be measured with to determine success (or
failure)
PART C – DEVELOP CONTINGENCY PLANS
To begin this part, read the following email and then complete the tasks that follow:
To: You
Date/time: Thursday 9:01AM
Subject: Contingency Plan
To You,
To prepare for implementation, I would like you to 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.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
TASK
Use the Contingency Plan Template (accessible via the CBSA website) to document contingency plans for
each operational strategy (those that you recommended for implementation in the previous assessment part).
You must use the Risk Management Policy and Procedures to detail possible consequences and likelihood
levels. Within the plan you must:
▪ Document a business risk for each strategy
▪ Document the consequence for that risk
▪ Document the likelihood for that risk

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▪ Document a possible mitigation strategy for each risk to minimise its impact
▪ Document a contingency plan for each risk which should be enacted when the risk occurs
PART D – CONSULTATION PROCESS
To: You
Subject: Consultation Process
To You,
Thanks for identifying operational strategies to address operational issues, and for developing contingency
plans around these.
Can you please present the operational and contingency plans to representatives from our internal staff, our
clients and external specialist resource manager that we have engaged to get their feedback on whether they
believe the strategies can improve operational performance.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
TASK
Review the CBSA Communication Policy & Procedures (accessible via the CBSA website) for the delivery of
presentations, and then undertake a consultation session and to seek approval with representatives of CBSA’s
staff, important clients and specialist resource manager (role played by your assessor and 3 classmates – 2
acting as clients and one as specialist resource manager) in line with workplace procedures. The presentation
should be no longer than 15 – 20 minutes and you will need to:
▪ Provide an outline of the three operational issues you have identified and your strategies to address these
issues.
▪ Go through each part of your operational plan, explaining actions and resources required, responsibility,
date to be completed and performance indicators
▪ Provide an overview of the three risks you have identified and the contingency plans to manage these risks.

ABN No: 42 606 344 905
▪ Seek feedback by asking questions and using active listening skills to identify improvement opportunities
with your strategies, and contingency plans.
During the consultation session, your assessor will be looking to see that you can:
▪ Led the consultation and document feedback from attendees in relation to possible improvements to the
operational plan and contingency plans
▪ Identify and use appropriate conventions and protocols when communicating with colleagues and clients
▪ Present information to a range of audience members using appropriate register, vocabulary and
paralinguistic features
▪ Gather feedback using questioning techniques and active listening
▪ Collaborate with others to achieve joint outcomes, playing an active role in facilitating effective group
interaction, influencing direction and taking a leadership role on occasion
PART E – GAIN PLAN APPROVAL AND DISTRIBUTE INFORMATION TO WORK TEAMS
To: You
Date/time: Monday 7:58AM
Subject: Plan Approval and Communication
To You,
Thanks for undertaking the consultation session the other day in regard to the plans. Based on the feedback
received, can you modify the plans as appropriate and submit these to myself for approval? Once approved I
would like you to lead a meeting explaining the operational plan to those affected employees.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
TASK
Based on the email complete the following tasks:
1. Modify the Operational Plan and/or Contingency Plans based on feedback received from the last
assessment task.

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2. For the purpose of this task, you are to operate under the impression that your plans have had official
approval from the previous task. You are then to lead a meeting with representatives of the staff members
affected by the plans explaining the plan’s details. Review the CBSA Communication Policy & Procedures
(accessible via the CBSA website) for the delivery of meetings, and then undertake a meeting with
representatives of CBSA’s staff in line with workplace procedures. The meeting should be no longer than
10 minutes and you will need to:
▪ Provide an outline of the three operational issues you have identified and your strategies to address
these issues including:
− The priority for each strategy
− The actions for each strategy
− what they are
− the resources required
− the responsibility for each action
− the date when it must be finalised
− the required performance indicator
During the meeting, your assessor will be looking to see that you can:
▪ Led the meeting explaining the operational plan components
▪ Identify and use appropriate conventions and protocols when communicating with colleagues and clients
SUBMISSION REQUIREMENTS FOR TASK 1:

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

ABN No: 42 606 344 905
Assessment Task Cover Sheet – Assessment Task 2
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
▪ BSBMGT517 Manage operational plan
Assessor to complete
Was this a
Satisfactory/ resubmission?
Assessment Task Not satisfactory Date Y/N
Project
STUDENT DECLARATION
I _________________________________________________ declare that these tasks are my own work.
 None of this work has been completed by any other person.

 I have not cheated or plagiarised the work or colluded with any other student/s.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
 I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature: _________________________________________________________________________
Student name: ____________________________________________________________________________

ABN No: 42 606 344 905
ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
Assessor signature: ________________________________________________________________________
Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________

ABN No: 42 606 344 905

ASSESSMENT TASK 2: IMPLEMENT AND MONITOR OPERATIONAL PLAN
PART A – IMPLEMENTATION PLANNING Yes No

 Performance Monitoring and Review procedure
 Performance Monitoring and Review recording form
 Coaching Support Plan
Did the student develop an Operational Performance Monitoring and Review procedure that:
 Used the Policy & Procedure Template?  Referred to the Performance Monitoring
 Explained why performance monitoring is and Review form where appropriate?
important?  Referred to the Document Management
 Detailed a step-by-step process for Policy & Procedures where appropriate?
monitoring and evaluating performance?
Did the student develop a Performance Monitoring and Review recording form that:
 Documented when the form was  Documented what performance indicators
developed and by whom? the data needs to be collected against?
 Documented what data needs to be  Documented who will be collecting the
collected? data?
 Documented when the data will be  Documented what needs to be
collected? communicated?
 Documented the format communication  Documented who needs to send the
should take? communication?
 Documented when the communication  Documented who needs to receive the
needs to be sent? communication?
Did the student develop a Coaching Support Plan that:
 Used the given template?  Documented who developed the plan?
 Documented when the plan was  Documented three skills/knowledge that
developed? staff members need to be coached on?
 Documented what needs to be coached?  Documented who will be doing the
 Documented who needs to be coached? coaching activities?
 Documented when the coaching will be
completed?
PART B – IMPLEMENT STRATEGIES Yes No

 Written answer
 Document evidence for implementing human resource acquisition
 Document evidence for implementing physical resource acquisition
Did the student identify how intellectual property rights and responsibilities should be implemented in the
Staff Management Policy & Procedures and Procurement Policy & Procedures?
Did the student successfully implement an action in their operational plan that relates to acquiring a new
staff member?
Did the student successfully implement an action in their operational plan that relates to acquiring a new
physical resource?
PART C – EVALUATE PROGRESS AND ADJUST PLANS Yes No

 Modified Operational Plan
 Modified Coaching Support Plan

ABN No: 42 606 344 905

ASSESSMENT TASK 2: IMPLEMENT AND MONITOR OPERATIONAL PLAN
Did the student modify the existing Operational Plan to address performance data monitoring results?
Did the student modify the existing Coaching Support Plan to address performance data monitoring results?
PART D – NEGOTIATE OPERATIONAL CHANGES Yes No

 Modified Operational Plan
Did the student conduct a consultation meeting where they:
 Led the consultation session and  Identified and used appropriate
negotiated any changes to finalise the conventions and protocols when
Operational Plan with support from communicating with colleagues?
affected parties?  Gathered feedback using questioning
 Presented information to a range of techniques and active listening?
audience members using appropriate  Collaborated with others to achieve joint
register, vocabulary and paralinguistic outcomes, playing an active role in
features? facilitating effective group interaction,
 Updated Operational Plan and/or Coaching influencing direction and taking a
Support Plan based on agreed upon leadership role on occasion?
negotiation?
Please note any reasonable adjustments for this task below.
 I have reviewed the mapping to this task.

 I have analysed the evidence gathered against the requirements of this task and am satisfied that the student has
satisfactorily demonstrated the skills and knowledge required of this unit.
Where any items above are marked ‘No’, please provide comments and outline the gaps below. Ensure feedback is
provided to the student on their Assessment Task Cover Sheet. Note actions that will be taken to correct the gaps.
How many attempts were required to demonstrate satisfactory performance? ______________________________
Part A outcome: Satisfactory  Not Satisfactory 
Part B outcome: Satisfactory  Not Satisfactory 
Part C outcome: Satisfactory  Not Satisfactory 
Part D outcome: Satisfactory  Not Satisfactory 
Date: __________________________________
Student name: __________________________________________________________________________________
Assessor name: _________________________________________________________________________________
Assessor signature: ______________________________________________________________________________

ABN No: 42 606 344 905
Assessment Task 2: Implement and Monitor Operational Plan
TASK SUMMARY
In this task you will be implementing operational strategies, evaluating their outcomes, and making necessary
adjustments to try and improve operational performance. This task is divided into four parts:
▪ Part A: In this part, you will be developing performance systems
▪ Part B: In this part, you will be implementing operational strategies
▪ Part C: In this part, you will be reviewing and evaluating performance results and making adjustments to
operational plans.
▪ Part D: In this part, you will be negotiating adjustments you have made to the operational plan with affected
parties.
The instructions for each part are provided below.
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:

Personnel
▪ Three (or more) additional students for role play activity
Resources
▪ Access to a computer with the Internet and email
▪ Access to Microsoft Word or a similar program.
▪ CBSA Policies and Procedures (accessible via the CBSA website)
▪ CBSA Business Plan (accessible via the CBSA website)
▪ Operational Plan (created in previous assessment task)
Templates
▪ Policy & Procedure Template (accessible via the CBSA website)
▪ Coaching Support Plan template (provided in Part A)
▪ Induction checklist (accessible via the CBSA website)
▪ Procurement Management Plan (accessible via the CBSA website)
▪ Develop a Request for Quote (accessible via the CBSA website)
WHEN AND WHERE WILL THIS PART BE COMPLETED?

▪ Your assessor will give you the due date for this assessment.
WHAT HAPPENS IF I GET SOMETHING WRONG?

If you get something wrong you will need to resubmit that part of the task or the related document that has not
been completed correctly or fully.
Your assessor will provide you with guidance as to what needs to be resubmitted and how.
If your assessor identifies any plagiarised responses in your answers, your trainer/assessor will report this
along with reasons for the allegation. For more detailed information about academic misconduct, please refer to
Plagiarism, Cheating and Collusion section in the Assessment Overview of this assessment booklet.
STUDENT INSTRUCTIONS FOR TASK 2

Complete all parts of the assessment below using your own words.

ABN No: 42 606 344 905
PART A – IMPLEMENTATION PLANNING
To: You
Date/time: Tuesday 6:32PM
Subject: Implementation Planning
Attachment: Coaching Support Plan Template.docx
To You,
Prior to implementing the strategies in the operational plan, you must develop:
▪ A procedure for monitoring and reviewing operational performance against goals, including a template
form that can be used for each project
▪ A support plan so that staff can be coached during the changes
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
ATTACHMENT
Coaching Support Plan Template.docx
Coaching Support Plan

Who developed this plan
When was it developed?
What is the purpose of this plan?
What need to be Who needs to be Who will do the When must the
coached? coached? coaching? coaching be
completed?

ABN No: 42 606 344 905
TASK
Based on the email you are to complete the following tasks:
1. 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. Develop a recording form template for the Performance Monitoring and Review form (specified in the
previous task) and then complete it for this project. You must document:
▪ When the form was developed and by whom
▪ How data will be monitored including:
− What performance indicators the data needs to be collected against
− What data needs to be collected
− Who will be collecting the data (this might be a person or an automated system)
− When the data will be collected
▪ How outcomes of data evaluation will be communicated including:
− What needs to be communicated
− What format the communication should take
− Who needs to send the communication
− Who needs to receive the communication
− When the communication need to be sent
3. Develop coaching support plan using the template provided with the email. This plan is designed to ensure
that appropriate coaching of necessary skills/knowledge is undertaken with those employees that will be
affected by the operational strategies being implemented. Within the plan you must document:
▪ Who developed the plan
▪ When it was developed
▪ What the purpose of the plan is
▪ At least three things that staff will need to be coached on as part of the operational strategies being
implemented. This should include:
− What needs to be coached
− Who needs to be coached
− Who will do the coaching?
− When the coaching must be completed by

ABN No: 42 606 344 905
PART B – IMPLEMENT STRATEGIES
To: You
Date/time: Friday 4:18PM
Subject: Implementation
To You,
I’m happy with the implementation plans that you have developed. As such, can you begin the
implementation process for the three strategies? They must be monitored throughout to ensure they remain
on target. I also want you to look into how the Confidentially Policy and Procedure can be integrated into
some of our policies and procedures to ensure protection of intellectual property during the implementation.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
TASK
Based on the email you are to complete the following tasks:
1. Protecting intellectual property.
The following two tasks require acquiring a new staff member and a new physical resource using
organisational 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
You should submit your answer in the word document as evidence for this task.
2. Human resource acquisition.
Based on the operational plan you have developed in the previous assessment task, select one action that
needs to be completed in relation to acquiring a new staff member. For the purpose of this task, you will be

ABN No: 42 606 344 905
role playing the person who has been assigned responsibility for this action. Using the organisation’s Staff
Management Policy & Procedures as a guide, you must complete any one of the following activities:
▪ Develop a position description for the new job role
▪ Develop an induction checklist for the new role
You must submit those two documents as evidence for completing this step of the operational plan.
3. Physical resource acquisition
Based on the operational plan you have developed in the previous assessment task, select one action that
needs to be completed in relation to acquiring a new physical resource. For the purpose of this task, you
will be role playing the person who has been assigned responsibility for this action. Using the organisation’s
Procurement Policy & Procedures as a guide, you must complete either of the following activities:
▪ Develop a Procurement Management Plan
▪ Develop a Request for Quote
You should submit one of these documents as evidence for completing this step of the operational plan.

ABN No: 42 606 344 905
PART C – EVALUATE PROGRESS AND ADJUST PLANS
To: You
Date/time: Tuesday 9:20AM
Subject: Operational Performance Evaluation
To You,
Now that the operational strategies are being introduced to address operational issues, I have attached the
latest operational performance data for the third quarter for your review. I want you to review the results to
determine whether the strategies you have proposed are working to achieve CBSA’s strategic goals.
Can you please review the results for the first and second quarter against the results of the third quarter to
determine whether the strategies you have proposed are sufficient or not. If not, I would like you to make
necessary modifications to the Operational Plan and the Coaching Support Plan you have developed to
ensure the strategic goals are achieved.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
ATTACHMENT
Operational Performance Data.docx
Strategic goal performance measures

Business data is gathered every quarter and reported to Managing Director for review. The first three
quarter’s results of strategic goal performance are provided below:
Performance measurement
Goal 1st Quarter 2nd Quarter 3rd Quarter
Acquire 5 new clients per 2 new clients per month 2 new clients per month 3 new clients per month
month
Maintain 90% customer 80% retention rate 75% retention rate 70% retention rate
retention rate

ABN No: 42 606 344 905
Grow business by 25% Financial growth of 5% Financial growth of 15% Financial growth of 15%
Implement three new No new services No new services One new service
services implemented implemented implemented
Grow workforce to 32 Workforce numbers Workforce numbers Workforce numbers

employees stable at 29 increased to 30 increased to 31
The profit & loss for the first three quarters

Income Budget Actual
Sales $450,000 $475,000
Expenses
Electricity and gas $1,500 $3,000
Internet $1,000 $1,100
Office supplies $700 $1,200
Rent $225,000 $220,000
Stationary $800 $1,300
Wages and salaries $115,000 $117,000
Superannuation $15,000 $16,000
Travel and accommodation $2,500 $2,700
Water $2,000 $2,600
Work cover insurance $900 $900
Total expense
Net Profit
TASKS
Based on the email you are to complete the following tasks.
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

ABN No: 42 606 344 905
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 )

ABN No: 42 606 344 905
PART D – NEGOTIATE OPERATIONAL CHANGES
To: You
Subject: Negotiate and Agree on Plan Changes
To You,
Thanks for reviewing the performance data for the third quarter and adjusting your plans as necessary. Can
you please present the modified plans to representatives from our internal staff who will be affected by these
changes? I would like you to get their feedback on whether they believe these changes will be effective or
not, and negotiate the changes until all parties are satisfied.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
TASK
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 al parties are in agreement
You should submit the modified and agreed upon changes to the plans as evidence of this task.
During the consultation session, your assessor will be looking to see that you can:
▪ Lead the consultation session and negotiate any changes to finalise the Operational Plan with support
from affected parties
▪ Identify and use appropriate conventions and protocols when communicating with colleagues

ABN No: 42 606 344 905
SUBMISSION REQUIREMENTS FOR TASK 2:

 Performance Monitoring and Review procedure for Part A
 Performance Monitoring and Review recording form for Part A
 Coaching Support Plan for Part A
 Written answer for how intellectual property rights and responsibilities will be adhered to for Part B
 Document evidence for implementing human resource acquisition for Part B
 Document evidence for implementing physical resource acquisition for Part B
 Modified Operational Plan for Part C
 Modified Coaching Support Plan for Part C
 Modified Operational Plan for Part D


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Wall Street College Pty Ltd

ABN No: 42 606 344 905

This is a summative assessment, which requires each

Last Modification Date March 2020

Proposed Review Date March 2021

©WSC V2.0 March 2020 BSBMGT517 - Assessment Tool Page 1 of 33

There are no recommended pre-requisite units for this competency.

Possible Co-requisite Units

©WSC V2.0 March 2020 BSBMGT517 - Assessment Tool Page 2 of 33

About Your Assessments

Assessment Task About This Task

How to Submit Your Assessments

Assessment Task Cover Sheet

Plagiarism, Cheating and Collusion

Academic misconduct may include, but is not limited to:

©WSC V2.0 March 2020 BSBMGT517 - Assessment Tool Page 3 of 33

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Assessment Requirements Due Date

AGREEMENT BY THE STUDENT

Do you understand the requirements of this assessment?  Yes  No

Student name: ____________________________________________________________________________

Student signature: ______________________________________________ Date: ____________________

Assessor name: ___________________________________________________________________________

Assessor signature: _____________________________________________ Date: ____________________

©WSC V2.0 March 2020 BSBMGT517 - Assessment Tool Page 5 of 33

Assessment Task Cover Sheet – Assessment Task 1

I _________________________________________________ declare that these tasks are my own work.

 None of this work has been completed by any other person.

Student signature: _________________________________________________________________________

Student name: ____________________________________________________________________________

©WSC V2.0 March 2020 BSBMGT517 - Assessment Tool Page 6 of 33

Assessor signature: ________________________________________________________________________

Assessor name: ___________________________________________________________________________

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Assessment Record Checklist

PART A – OPERATIONAL PLAN KNOWLEDGE Yes No

Did the student submit the following:

Did the student submit the following:

PART C – DEVELOP CONTINGENCY PLANS Yes No

Did the student submit the following:

Did the student deliver a consultation session where they:

PART E – GAIN APPROVAL AND DISTRIBUTE INFORMATION TO WORK TEAMS Yes No

Did the student submit the following:

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Assessment Record Checklist

Did the student deliver a meeting where they:

 I have reviewed the mapping to this task.

How many attempts were required to demonstrate satisfactory performance? ______________________________

Part A outcome: Satisfactory  Not Satisfactory 

Part B outcome: Satisfactory  Not Satisfactory 

Part C outcome: Satisfactory  Not Satisfactory 

Part D outcome: Satisfactory  Not Satisfactory 

Part E outcome: Satisfactory  Not Satisfactory 

Student name: __________________________________________________________________________________

Assessor name: _________________________________________________________________________________

Assessor signature: ______________________________________________________________________________

©WSC V2.0 March 2020 BSBMGT517 - Assessment Tool Page 9 of 33

Assessment Task 1: Develop Operational Plan

Student signature: __________________________ Date:

Assessor signature: _________________________ Date: