RISK MANAGEMENT PROCESS

The flow chart below provides an overview of the Risk Management Process in accordance with the AS/NZS 4360:2004 Risk
Management Standard. This is the first part of your Portfolio of Evidence. It aligns to the Communicate, Consults and Establishes
the Risk Context stages of the Risk Management process. You are to submit this as the first part of your portfolio.
DEFINE THE SCENARIO

ESTABLISHING THE CONTEXT

Outline the chosen DHL Global Forwarding (Fiji)

scenario
Perform administrative duties and office support activities such as Filing, copying, binding,
scanning etc. Follow up on pickup & deliveries. Process client orders, invoice and payments.
Maintain files and folders. Reception duties.

DELIVERABLES - INCLUSIONS Exclusions- Those Assumptions Those Constraints Those

Tangible items to be Those steps that are things that do not have truths that are taken things that you know
created e.g. Products, to be undertaken in to be done to achieve for granted that will will potentially limit the
services, written plans, order to achieve each deliverable assist in providing each deliverables from being
reports each deliverable deliverable (e.g. created (e.g. All work
Personnel are qualified has to be done on a
to do their job, 24 hrs limited budget, staff
access to the building only able to devote 5
site) hrs per week)

Answering calls, When responding to Waiting for the last bell Assumption during Noise from the
photocopying, calls, the first step is to ring and then calls: assuming that background can limit in
to answer the phone answering the call, communication can attending calls properly
quickly, then putting gossiping with happen without any and if the
the phone up to the colleagues during verification photocopying machine
face, taking a deep talking with the identification of the is not neat and clean of
breath before customer/client on customer and assume if the original paper is
answering the calls, phone, speaking loudly that the caller/receiver in a bad condition then
introducing myself and asking the caller to is understanding each it can act as a
and the business, hold many times. For and everything we are constraint in achieving
 always keeping a
pen and notepad
near the phone and
speaking in a clear
as well as
professional manner.
photocopying, one telling him/her. During
During
should make sure that photocopying:
photocopying, steps
it is not used for Assuming that since this deliverable of my
to achieve were to
personal use and the the machine is of the job as an assistant.
choosing an original
original copies must office we can use it for
paper in neat
not be left behind. our personal use.
condition, wiping out
the glass, keeping
the machine always
and selecting the
adequate copy paper
for a photocopy.

Meeting minutes and e- Writing a draft of the Including such Meeting minutes can Shortage of time is the
mailing meeting minutes as information which can be skipped on email biggest limitation in
soon as the meeting embarrass someone just because everyone emailing meeting
is finished, reviewing else, using subjective has attended the minutes to the
the outline in order language, making meeting. People names employees.
to edit and improve grammatical mistakes can be used within the
the draft, including and including personal email just because
all those who observations. everyone knows each
attended the other and attended the
meeting, the actions meeting together.
on which all agreed
upon and the time of
 the next meeting.

Create prospect list and Identifying the target

update client list customers of the
company, obtaining Leaving the update of
data on past the client list till the Updating and
customers, building last moment, developing a
out the customer restricting the prospect comprehensive
data, adding list only to the data Personal networks are prospect list is a
referrals, seeking provided by the of no use because we difficult and time-
new prospects company, not know our relatives and consuming task. The
through a personal segmenting the they can be of no use. shortage of time
network, gaining prospects according to sometimes and
online interest their demographics laziness can be the
through attractive and using data to track constraints.
content and refining prospects.
and updating the
current list.

Maintain files and folders Reviewing each file Not keeping the files Deleting old files and If someone else
and folder in order to under control, placing folders from the PC as disturbs the files and
segment them files and folders in they are old and can folders on my PC at the
properly, taking different places, not be of no use. job, it can be a
immediate action as organising by category constraint because
soon as a relevant and overdoing the then it will consume a
file and folder are subfolders. significant amount of
found, making as time to rearrange and
few folders as maintain the files. The
required to avoid same principle applies
confusions and for hardcopy files and
proper maintenance,
 and consolidating
folders.
files when possible.

Follow up on payment Making a polite

reminder after 15
days of late
payment, making
personal contact Talking harshly with the
with the customer because he We can shout on the When the customer
customer/supplier has not paid the customer because does not responds to
after 30 days of no money, threatening he/she has not paid our call and personal
payment, taking him to involve legal money and is delaying contact that can be a
persistent follow up authorities in this and constantly. serious problem.
during days 32-45 calling him every day.
and then finally
collecting the
payment from the
client.
STAKEHOLDER IDENTIFICATION
Internal Stakeholders
Those people who work for
the organisation that have a
vested interest in the risk
management process.
Manager
Colleagues
Head of the Department
Owner
Role Played What role will Level of Power Determine Level of Interest
they play in your chosen whether it is: High, Medium Determine whether it is: High,
scenario? or Low Medium or Low
He can fire from my job if the Medium High
deliverables are not achieved
properly and also assisted me
in doing various tasks in an
adequate manner.
They are affected by our Low Low
activities and so are we. They
use their experience to guide
me with a number of
problems and to handle them
efficiently.
He can inquire the manager High High
about employees
performance and upon bad
performance can either
terminate my employment or
can give me a warning.
On my bad performance, he High High
can lose clients which can
result in significant losses in
the revenues of the company
External Stakeholders
Those people who do not
work for the organisation but
have a vested interest in the
risk management process.
Investors
Customers
Government
Role Played What role will Level of Power Determine Level of Interest
they play in your chosen whether it is: High, Medium Determine whether it is: High,
scenario? or Low Medium or Low
Talking inadequately with the High High
investor on phone can
significantly impact the
relationship, not responding
to his/her emails might result
in catastrophic consequences
for the company.
Talking inadequately with the High High
customer on phone can
significantly impact the
relationship, not responding
to his/her emails might result
in catastrophic consequences
for the company. Not taking a
proper follow-up from the
customer on payments.
Not maintaining proper High High
documents in the files and
folders regarding taxes and
other things relevant to the
government.
Banks
STAKEHOLDER COMMUNICATION PLAN
Stakeholder that
person or organisation already
identified that needs to be
communicated with about the
risks identified & they are to be
treated. Determine the
communication strategy on the
basis of the role played as well
as their level of power &
interest.
Head of the
Department
Owner
Investor
Not maintaining proper
documents with the bank
regarding payments.
What do they need
to know What is it each
stakeholder needs to know
throughout the risk management
process?
The updates regarding
my process and how
good I am in achieving
my targets.
The updates on the
total number of clients,
prospects contacted
and total revenues.
The performance of the
company on a regular
process.
High
How often How
frequently will each stakeholder
need to be provided with an
update?
After every week.
On the end of each
month or on a
quarterly basis.
As desired by the
investor, usually at the
end of every month.
Medium
Communication Output What needs to be
Method What medium provided to each shareholder as
will be used to communicate having effectively proven that
with each stakeholder: Verbal communication has effectively
(e.g. F2F, telephone, video or occurred (e.g. Meeting minutes,
web conferencing, meeting) report, newsletter, email etc.)
Written (e.g. Electronic or paper
based)
Meetings of the Meeting minutes
manager with the head
of the department
Through email and Emails.
confidential letters.
Through emails and Emails.
personal contact
Customers The steps company is Annually Through annual Personal contact and
taking for the benefit reports, news and emails.
of the customer. letters

Government The performance of the As required by the Through written papers Emails.
company along with government electronic based or as
the document of required.
paying all taxes on
time.
ESTABLISHING THE CONTEXT

PESTLE ANALYSIS

POLITICAL ECONOMIC - SOCIO-CULTURAL TECHNOLOGICAL LEGAL Changes to ENVIRONMENTAL

Includes changes in These may include Includes social & Advancements in legislation, regulations, by- Include potential
government, government fluctuations in the cultural attitudes at all technology (e.g. laws, codes of practice. pollutants (water, noise,
policy, legislation & exchange rates, interest levels of a business & Machinery, IT and other May include common law smell)
organisational policies to rates, company profits, country. Also includes changes in infrastructure) changes as a result of
name a few. disposable income etc. changes in health, decisions made by judges.
education & social
mobility.

No major changes Global trade on a A number of Customised Liberalised country The company
in the political rising level. qualified people logistic solutions to poses a huge
structure applying for job meet the impact on the
challenges environment due
to the involvement
of various
transport modes.

Closer links with Reduced lifecycle DHL needs such Safety transport of Various regulations Legislation to
the immediate of products people for quality fragile materials affecting including reduce emissions
neighbours services. regulation of produced by
especially China aircraft noise, transport modes
and enables bigger regulations including cars and
exports concerning the aeroplanes.
standards of
emissions,
obligations to
reduce GHG and
investing in eco-
 friendly transports.

Free movement of Recession has The taste of Usage of cloud

services and slowed down the customer changes computing for fast
payment as well as market constantly access to services
capital for
investment and
trade

Liberalisation of Increased Higher emission of Huge investments

the market customer demand greenhouse gases in technological
and support start advancements
of growth

More competition Minimum Social costs might Emphasises more

on a domestic exchange rates, have negative on innovation in
level. interest rates at effects on the technology
the optimal customers.
position, profits of
the company are
increasing and
disposable income
is also higher
ESTABLISHING THE CONTEXT

SWOT ANALYSIS

Strengths and Opportunities reflect potential positive impacts of the project or activity

Internal Environment External Environment

STRENGTHS List all the strengths that are internal to the OPPORTUNITIES List all the external opportunities that
organisation. may accrue to the organisation.

1. Loyal customers 1. Takeovers, Mergers & Acquisitions

2. Strong brand equity 2. More packaging service due to globalisation and
3. Innovation electronic shopping
4. Effective communication 3. Expansion of services and products
5. Supply chain 4. Emerging markets are used for expansion abroad
6. Excellent in-house consultancy 5. Effective systems to comply with the regulatory bodies
7. Reputation management
8. Online growth
9. Strong and devoted management team
10.Leadership in the market share

WEAKNESSES List all the weaknesses that are internal to THREATS List all the treats that are external to the
the organisation. organisation.

1. Standardised operations are required even for 1. Huge competition

customised environment due to large operations 2. Price wars
2. High dependency on external regulatory bodies and 3. Economic slowdown
ministries 4. Increasing e-commerce
3. No enough performance indicators available which can 5. External changes
assess the achievement of regulatory permissions.

Weaknesses and Threats reflect potential negative impacts on the project or activity