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The assessment task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.
Performance objective
You will demonstrate skills and knowledge required to monitor and review operational
performance.
Assessment description
In response to a simulated business scenario, and using work completed in Assessment
Task 1, you will develop, monitor and review performance systems, analyse performance,
identify areas of underperformance, take prompt remedial action and report on
operational performance.
In accordance with contingency planning developed in Assessment Task 1, you will take
prompt action to address employee underperformance. In a role-play, you will coach the
employee in accordance with performance management systems.
You will then prepare and present, in a second role-play, a management report describing
the performance system, performance results and recommendations for changes to
operational plans. During the role-play, you will negotiate changes to operational plans
and gain approval for recommendations from the Operations General Manager (the
facilitator/assessor).
© Innovation and Business Industry Skills Council Ltd 1st edition version: 2
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Assessment Task 3 BSBMGT517 Manage operational plan
Procedure
1. Read the simulated BBQfun scenario information provided in Appendix 1 of
this task and in the business documentation provided by your assessor (the same
documentation provided in Assessment Task 1).
2. Prepare a plan for monitoring performance from the start of implementation to the
end of the financial year. You may use the action plan template (provided in
Appendix 2) or create your own plan. Ensure you include plans for monitoring
and/or documenting:
a. budgetary and financial performance
b. productivity performance
c. employee performance in line with performance management policy
d. milestone achievement and performance against targets
e. dates for monitoring activities in line with scenario
f. resources for monitoring
g. progress reporting at the end of each quarter to the Operations General
Manager
h. regular performance management of online staff and lodgement of records
with the HR Manager
i. describes the development and implementation of document storage
processes in line with organisational requirements.
3. Ensure that:
a. your plan uses language appropriate for your target audience
b. you keep copies of your work for your records and in line with the document
storage processes you have described in your plan.
4. Identify areas of employee underperformance, determine possible remedial actions
and prepare to performance manage underperforming employees. Refer to, follow,
or adapt, existing contingency plan for underperforming employees (developed in
Assessment Task 1).
5. Follow your contingency plan and the BBQfun performance management policy to
coach and performance manage an underperforming employee.
a. Arrange with your assessor to role-play the coaching session. You may wish to
use the performance management plan template and coaching plan
template (provided in Appendices 3 and 4 of this task) to prepare for the
coaching session.
b. Make sure you begin a coaching session with an explanation of your role as a
coach in supporting the employee to meet BBQfun’s organisational goals.
6. Analyse operational performance as described in scenario, and produce an
operational plan status report based on the information provided in Appendix 1.
You may wish to use the Operational Status Report template (provided in Appendix
5). You will also need to include in your report:
© Innovation and Business Industry Skills Council Ltd 1st edition version: 2
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Assessment Task 3 BSBMGT517 Manage operational plan
Specifications
You must:
● participate in two role-plays:
○ a monitoring plan
○ a contingency plan (amended from Assessment Task 1) for managing
employee underperformance
○ a coaching and performance management plan
○ an operational plan status report, including:
– a description of budgetary and financial performance
– a description of productivity performance
– an analysis of milestone achievement and performance against targets
– three recommendations for operational improvement.
– an outline of any variations made to your contingency plan.
© Innovation and Business Industry Skills Council Ltd 1st edition version: 2
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Assessment Task 3 BSBMGT517 Manage operational plan
© Innovation and Business Industry Skills Council Ltd 1st edition version: 2
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Assessment Task 3 BSBMGT517 Manage operational plan
Background to scenario
The BBQfun Board of Directors and the CEO have decided to implement an e-commerce
strategy to maintain or increase market share and revenue and satisfy customer needs in
line with company strategic directions.
You have been hired as an external consultant to manage operational planning activities
for BBQfun’s e-commerce strategy.
Under the strategy, BBQfun would offer all products in an online store. Stock could be
stored at no extra cost at existing stores. Customers would cover delivery costs.
The BBQfun website now has e-commerce functionality. The website has been
redeveloped to incorporate this functionality in line with relevant technical specifications
after you consulted with specialist managers. Existing infrastructure, such as office and
store configurations, has been adapted to the new strategy. Additionally, assets such as
delivery vehicles have been acquired. New staff has been recruited and existing staff
retrained or informed of the e-commerce strategy and associated operational and
performance targets.
All resourcing should have been acquired and operations undertaken in accordance with
relevant external standards, such as legislation and codes of practice, and internal
standards, such as organisational policies and procedures and performance targets.
It is now 1 January 2014. e-Commerce operations are expected to be underway by 1
October 2014.
Scenario task
You will need to plan monitoring activities for ongoing customer service activities, website
maintenance, and revenue generation over the financial year from the start of
implementation.
You will then need to analyse performance data for the second quarter of the financial
year.
You will then need to coach an underperforming employee in accordance with the BBQfun
performance management policy and previously developed contingency planning (the
planning developed for Assessment Task 1).
Finally, you will need to prepare and present a report with recommendations for
operational improvement to the Operations General Manager.
Note: You may consider the management team of BBQfun including team leaders in
warehouses to be resources for the monitoring of performance. Use description of their
roles in operational planning when assigning responsibilities.
Note: Financial reporting is completed by the CFO at the end of each quarter of the
financial year. Employee performance is gathered by store managers, sales and
marketing managers (online staff) and compiled by the HR Manager at the end of each
quarter.
© Innovation and Business Industry Skills Council Ltd 1st edition version: 2
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Assessment Task 3 BSBMGT517 Manage operational plan
Organisational performance
Information from the Sales and Marketing Manager
A discussion with the Sales and Marketing Manager has provided you with the following
information.
The Sales and Marketing Manager has been tracking progress against the following key
performance indicators (KPIs):
1. Quality of online sales and service is measured in: % of mistakes made by a
customer service employee when providing information or making an order. The
target is 1%. Currently the rate of mistakes made is 10%.
2. Speed of online sales and service is measured in average time to resolve a
customer enquiry. The target is <10 minutes. Currently, the average time to
complete an online enquiry is 20 minutes.
3. Average delivery speed is measured in the average time in days from the order
being made to the customer receiving delivery of the product. The target is three
days from order to delivery. Currently, the average delivery speed is three days.
4. Revenue success is measured in the amount of revenue generated in dollars. The
target is $300,000 in sales per quarter, which would make an $80,000 profit per
quarter. In the second quarter this financial year, we generated $250,000 in
revenue, providing a profit of $40,000 for the quarter.
© Innovation and Business Industry Skills Council Ltd 1st edition version: 2
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Assessment Task 3 BSBMGT517 Manage operational plan
Further to the KPIs, the Sales and Marketing Manager provides more information on each
area of performance.
Quality of online sales and service:
● Staff not familiar with product line, even after training.
● Some time taken because of poor website maintenance and occasional downtime.
Speed of delivery:
● Driver team leader is exceptional motivator.
In terms of our key actions, we’re tracking well. The website redevelopment has been
completed on time and to budget. The delivery trucks and forklifts have been acquired
and put into operation on time. In terms of recruitment, staff have been recruited on time,
and the planned training has been completed.
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Assessment Task 3 BSBMGT517 Manage operational plan
In addition to these key performance indicators, we have identified a number of risks that
all need immediate action:
● The training program has not been adequate to cover required skills and
knowledge. Training has been too short and insufficient to be effective.
● Staff are unable to perform roles due to lack of support in job roles and ongoing
training, coaching.
● Website downtime contributes to increased service and sales disruptions.
On that last risk, I think sales may need to be more closely monitored. Customer needs
and changing market conditions/competition may need to be reassessed and addressed.
© Innovation and Business Industry Skills Council Ltd 1st edition version: 2
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Assessment Task 3 BSBMGT517 Manage operational plan
© Innovation and Business Industry Skills Council Ltd 1st edition version: 2
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Assessment Task 3 BSBMGT517 Manage operational plan
Date:
Date:
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Assessment Task 3 BSBMGT517 Manage operational plan
Employee:
Coach/Manager:
Date of session:
Questions
Goal
Reality
Options
Will
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Assessment Task 3 BSBMGT517 Manage operational plan
Plan ● redevelop website and acquire physical Person responsible Project Officer
objective/s resources
● recruit and train staff
● adhere to budget
● adhere to timelines.
© Innovation and Business Industry Skills Council Ltd 1st edition version: 2
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Assessment Task 3 BSBMGT517 Manage operational plan
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Assessment Task 3 BSBMGT517 Manage operational plan
Risk update
Risk Contingency Comments
1.
2.
3.
4.
General comments
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