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 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

BSBOPS601 Develop and Implement Business Plans

Assessment Task 2 – Project

PART A:

Task summary
This assessment task requires you to monitor and evaluate the performance of the
business, review performance indicators and evaluate the strengths and weaknesses of
the business plan. You will be required to provide a report on your analysis to the
management team.

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
• Business Monitoring and Evaluation Report Template

Submit
• Business Monitoring and Evaluation Report

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must
satisfactorily address all of the assessment criteria.

BSBOPS601 Assessment Task 2 v1.0 Page 1 of 8

 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 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Carefully read the following:

It is one year since the business plan was implemented and as the Operations Manager, you are
reviewing the performance of the business against the performance indicators identified in the plan,
testing performance indicators used and recommending changes to performance indicators as
provided.

You have also been asked to provide an overall evaluation of the strengths and weaknesses of the
business plan to date (this will be the business plan you developed for Assessment Task 01, PART B).

Assume that the performance indicators identified in the business plan are as follows:
• A 20% increase in total sales revenue.
• 80% of customers have opted for environmentally friendly cleaning products, despite costing
them 10% more.
• A gross profit margin of 20%.
• Reduction of 50% in debtor days
• 10 new commercial customers in the first year of the business plan.
• Reduction of 10% of workforce turnover based on employing two full-time permanent cleaners,
as well as increasing wages to above award.

Data provided by the accountant for this financial year show the following figures:
• Total sales revenue: $450,000
• Total cost of sales: $320,000
• Debtor days: 30
• 15 new commercial customers

The Administration Manager has advised you that at least 10 of the previous residential customers no
longer use the company’s services, so while sales revenue has increased, the sales revenue attributable
to residential sales has declined.

In addition, follow up emails to the customers who no longer used the services indicated the following
responses to the question asked about why they no longer use the services:
• Moved interstate: 1
• Dissatisfied with the quality of cleaning services provided (not enough attention to detail,
cleaner finishing earlier than time paid for): 5
• Moved to a competitor as better service and price offered: 4

There has been a 40% increase in general enquiries from potential customers, virtually all of whom
have heard about Ozhouse Clean due to the activities implemented in response to the Business Plan.
Ozhouse Clean has also been contacted by over a dozen potential new contract cleaners following
recommendations by existing staff, mostly due to the wage increase.

The family members managing the company are overall satisfied with the changes to the company’s
marketing activities, and the way the Operational Plan has been acted on.

BSBOPS601 Assessment Task 2 v1.0 Page 2 of 8

 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 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Complete the following activities:

1. Prepare to develop monitoring and evaluation report
Review the scenario information.
Develop an outline for your report ensuring that:
• Your report will address a balance of both financial and non-financial information
on business performance as per the scenario information.
• Review the performance indicators listed in the next activity and determine
whether any further indicators are necessary to evaluate the company’s
performance
• To assist in making the information as user friendly as possible, your report should
include visual information to show how the business has performed such as graphs
or charts.
Ensure that you provide your report according to the timelines set by your assessor to
show that you can provide timely reports. You will be assessed on this.

2. Develop a business monitoring and evaluation report

Your report should include the following:
• An overview of business performance based on the data provided for this year, as well
as the data provided for the previous year (as documented in the scenario information
for Assessment Task 01, Part B).
• An analysis of business performance to determine if the performance indicators have
been achieved.
• An evaluation of the non-financial information gained from the survey, impact on the
business and variations that could be made to the business plan based on this
information.
• An evaluation of the company’s performance against key indicators including:
o Profit and loss
o Community awareness or brand awareness
o Environmental impact
o Governance
o Quality
o Sales
o Triple bottom line
o The workforce
o Any other indicators you consider to be suitable
• An evaluation of the strengths and weaknesses of the business plan (the plan you
developed for Assessment Task 01, Part B) and recommended improvements.
• Provide a summary of recommendations for the upcoming year based on your
evaluation as above, as well as required changes to the business plan.
Use the Business Monitoring and Evaluation Report Template to guide your work.

BSBOPS601 Assessment Task 2 v1.0 Page 3 of 8

 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 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Assessment Task 2
Marking Checklist for PART A

Student’s name:

Completed
successfully Comments
Did the student: Yes No
Analyse business performance as per the data
provided (current and previous year) and
against the performance indicators included
in the business plan?
Analyse and report on both financial and non-
financial performance?
Report on any system/product failures?
Assess current performance indicators?
Research and recommend revised
performance indicators?
Recommend variations to the business plan
based on analysis of data and strengths and
weaknesses of the business plan?
Provide a clear and concise report accordingly
to set timelines on business performance
using available data?
Use visual aids to facilitate understanding of
the analysis of business performance?
Summarise recommendations for the year
ahead and amendments that should be made
to the business plan?
Task Outcome: Satisfactory  Not Yet Satisfactory 

Assessor signature

Assessor name

Date

BSBOPS601 Assessment Task 2 v1.0 Page 4 of 8

 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 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

PART B:

Task summary
This assessment task requires you to provide coaching to a contract cleaner based on
underperformance identified as part of the review of performance against business plan
objectives. At the meeting your assessor, in the role of the contract cleaner, will provide
you with some feedback which you will need to respond to.
You will also be required to report to the management team on your actions and solutions.

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
• Space for a meeting
• Roleplay participants

Submit
• Email template of meeting invitation
• Email template that summarises meeting outcomes and solutions agreed on
• Report on actions and solutions

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must
satisfactorily address all of the assessment criteria.

BSBOPS601 Assessment Task 2 v1.0 Page 5 of 8

 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 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Carefully read the following:

A review of the business’s performance against the performance indicators included in the
business plan identified that a number of residential customers no longer use the services of
the business because of lack of satisfaction with the quality of the service provided,
specifically the level of cleanliness and attention to detail.

As the Operations Manager, you are investigating this situation in relation to the contract
cleaners who were providing the cleaning for the customers who have ceased to use the
services of the business.
You decide to set up a meeting separately with each of the contractors to investigate the
situation and to provide coaching on the expected level of performance. For this assessment
task you only need to meet with one of the cleaners.

Ozhouse Clean has the following expected level of performance in relation to cleaning
services:
• All surfaces, including floors, bench tops and shelves cleaned so that they are free of dust
and dirt.
• Rubbish bins emptied and cleaned.
• Shower screens and mirrors cleaned so they are free of soap build up and streaks.
• Only cleaning products provided are used.
• All cleaning services must be provided in the allocated time.
These performance standards are included in each person’s contract.

Complete the following activities:

1. Prepare an email template that would be sent to the contract cleaner (your assessor).
The objective of the email is to prepare all participants for a meeting.
The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.

It should advise them that you would like to set up a meeting to discuss identified areas of
concern. Identify the date and time of the meeting.

2. Conduct meeting:
Conduct the meeting at the specified time on the specified date with the contract cleaner
(your assessor will be playing this person), explaining to them what the problem is, why it
is a problem and how it impacts on the business. This meeting should be treated as a
coaching session to try and get the staff member to understand the issues and meet the
required performance standards.

At the meeting you must:

• Explain the purpose of the meeting
• Explain to the contract cleaner what the problem is.
• Discuss the level of performance expected by the company.
• Demonstrate your interpersonal and communication skills by:

BSBOPS601 Assessment Task 2 v1.0 Page 6 of 8

 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 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

o Keeping your communication clear and simple

o Asking questions to identify reasons for underperformance and to confirm
information provided.
o Listening to the contract cleaner and confirming and clarifying information shared
o Discuss and agree on a solution

3. Prepare an email template that would be sent to the contract cleaner (your assessor).

It should summarise the meeting and the solution agreed to.

The email should be sent within 1 day of the meeting.

4. Develop a report on issues and solutions

Write a report for the management team explaining the issues and the solutions you have
identified. You should also identify any changes you consider should be made to the
business systems or process as well as to the business plan as applicable.

BSBOPS601 Assessment Task 2 v1.0 Page 7 of 8

 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 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Assessment Task 2
Marking Checklist for PART B
Student’s name:

Completed
successfully Comments
Did the student: Yes No
Communicate required information about
achievement of work performance
standards?
Consult with the contract cleaner on the
issues identified, including clarification of
details?
Demonstrate interpersonal and
communication skills including:
• Keeping communication clear and
simple?
• Asking questions to identify reasons for
underperformance and to confirm
information provided?
• Listening to the contract cleaner and
confirming and clarifying information
shared?
Provide coaching in relation to required
standards of performance?
Identify and document solutions to address
the underperformance?
Report on solutions to address work
systems and processes?
Task Outcome: Satisfactory  Not Yet Satisfactory 

Assessor signature

Assessor name

Date

BSBOPS601 Assessment Task 2 v1.0 Page 8 of 8