I confirm that I am taking the marked assessment home to make corrections. In case the assessment is misplaced or lost, I understand that it is my responsibility to resubmit the assessment again.

ASSESSMENT COVER SHEET
QUALIFICATION: BSB51915 Diploma of Leadership and Management; BSB50215 Diploma of Business; BSB51415 Diploma of Project Management (Elective)
UNIT CODE: BSBADM502 Manage meetings; BSBMGT517 Manage operational plan
Candidates: Submit this entire document
CANDIDATE to complete this section
Name:
Student ID:
Email address:
Trainer name: Catherine Gavigan
Date submitted:
Date resubmitted (1) Date resubmitted (2) IF ASSESSMENT TAKEN HOME BY STUDENT FOR CORRECTIONS:
I confirm that I am taking the marked assessment home to make corrections. In case the assessment is misplaced or lost, I understand that it is my responsibility to resubmit the assessment again. Signature:

Date:
Candidate declaration—By signing/ initialing below, I declare that no part of this assessment has been copied from another person’s work with the exception of where I have listed or referenced documents or work and that no part of this assessment has been written for me by another person. I have understood and accept the assessments

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Signed: ___________________________ Date: __________________________
ASSESSOR to complete this section
RESULT IN EACH ASSESSMENT ITEM Comments
Satisfactory Unsatisfactory Did not submit
Assessment 1
Assessment 2
Assessment 3
ASSESSOR to complete this section
Name of assessor: Date portfolio review completed:
Overall Results Competent Not Yet Competent
Assessor signature

Oral testing (if applicable)
Assessors may ask the candidate oral questions to gather further supporting evidence, where written evidence is deemed to be incomplete or insufficient.

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ASSESSMENT GUIDELINES FOR STUDENTS
• You need to achieve a ‘Satisfactory’ grade in ALL the assessments items to be granted a ‘Competent’ grade in the unit.
• In case you are not able to achieve a ‘Satisfactory’ grade in any assessment task, you will be given three (3) attempts to resubmit your assessment. Your trainer will be available to assist you in any areas of difficulty. Please discuss the assessment with your trainer to seek advice on how you can achieve competency in the unit.
• Where relevant, oral questions may be asked to gather more information on your knowledge, skills and competence in the unit.
• A holistic approach is used to assess your skills relevant to this qualification. The skills are assessed across the different units offered within this qualification. Where a skill relevant to this unit is not assessed within this assessment pack, please note that the skill will be assessed in another unit.

Assessment 1: Theory Questions

This assessment has TWO parts
Answer the following questions.

PART A: MANAGING MEETINGS

1. What is a meeting?

2. What are the various formats for meetings?

3. What are the characteristics of a effective formal meeting?

4. What information does a ‘meeting notice’ contain?

5. What information should a meeting ‘agenda’ contain?

6. What steps would you take to plan a meeting?

7. What conventions are included in a public meeting?

8. Explain the meaning of the following terms in your own words:
a. Quorum

b. Motion

c. Moving and seconding of proposals

d. Carried or Nor Carried

e. Standing Orders

9. What is the role of a chairperson?

10. What is the role of a minute taker?

11. Give examples of any TWO laws that apply to most workplaces in Australia

12. Explain step-by-step what you would do to chair a meeting.

13. Imagine that you are the Chairperson for the meeting at ABC Company.
i. You start the meeting on time, however you notice that discussions on the first topic have taken more time than you had expected. What can you do to manage time effectively during the rest of the meeting?

ii. As you conduct the meeting, you notice that one of the participants is very quiet. He is from a different cultural background and does not speak English very well. What can you do before and during the meeting that would encourage him to participate?

PART B: OPERATIONAL PLANNING

1. What are the benefits of operational planning?

2. What is the difference between strategic planning and operational planning?

3. Do you think it is important to understand the existing organizational policies, practices and procedures before developing or modifying any organisational plan? Why or why not?

4. How can an operational plan help in achieving the organisation’s objectives?

5. Explain the three types of operational plans that you might encounter at your workplace

6. List all the different types of resources you would need to consider to develop and implement the following new operational plans for a team of 25 existing employees at your workplace:
a. Fire evacuation plan

b. Update customer database to improve efficiency

7. What role does a ‘budget’ play in developing and monitoring an operational plan?

8. Explain any two administration and production controls you can use to monitor the operations of an organisation.

9. Why is consultation with others an important element of operational planning?

Assessment 2:
Develop and manage an operational plan
This assessment has TWO parts

PART A: Develop an operational plan

You have two options for this assessment.
o Read the scenario given below. Use the template below to develop an operational plan to resolve the issues in order to achieve the goals of the organisation.

Scenario:

Bulk Gym Equipment (BGE) is an online store selling patented gym equipment. Their key sales strategy is using a 20-minute late night television advertising campaign that promotes their exclusive ‘Pro-Fitness Home Gym’ at a special price offered to the first 200 customers who call in to purchase the equipment within 1 hour after the end of the television campaign.

This advertising strategy has been very successful. BGE gets over 500 telephone calls every night. The problem is that approximately 90% of the callers are put on hold for over 30 minutes before a staff member can take the call. As a result, more than 350 callers just hang up in frustration, though their telephone number gets automatically registered on the online phone tracking system. The result is that the company is losing a large volume of potential customers due to inadequate follow-through systems. In effect, the company achieves a sale of only 50 gyms per night, in comparison to its sales target of 200 gyms per night.

Each telephone order should ideally take 10 minutes in total from the point of taking the call to registering the detailed order. Each sale results in $500 in net profit for the company. BGE currently has a sales team comprising a Sales Supervisor and 5 trained sales staff. The 5 sales staff takes calls for two hours (starting from the beginning of the TV advertisement till approximately 60 minutes after the program). Each staff member gets paid $30 per hour. A couple of staff is very quick in processing the orders, whereas some newer staff takes up to 20 minutes to get through the order. Two of them tend to talk endlessly to the customers instead of focusing on the job at hand. The Sales Supervisor walk around the room every night looking very nervous as she doesn’t know how to solve the problem. Sometimes she has to take calls that get escalated to her from angry customers who have been put on hold for over 30 minutes only to be told that the ‘cut off time for the special is over’ as it has been more than an hour since the program finished.

A competitor organisation uses a clever automated IT system to take phone orders. However, the competitor has a patent in place to protect its intellectual property relate to its automated phone ordering system. One of BGE’s IT staff member has inside information about the system and has offered to help to copy it, if required by senior management

The Managing Director wants an improvement in sales. He has asked you to help in developing an operational plan for the sales team. This activity must be done in consultation with the sales team. The Managing Director wants to attend a formal meeting with the Sales team and you after you have developed a solution for the problems.

Use the template below to develop an operation plan for BGE

OPERATIONAL PLAN TEMPLATE

ORGANISATION NAME: ___________________________

DEPARTMENT: ___________________________________

1. ANALYSIS OF PROBLEM 1:

PLANNING TOPIC/ AREA (e.g Sales/ Marketing/ Administration): Achieving the Sales Target of 200 sales per night

CURRENT SITUATION THE GAP DESIRED SITUATION

GOAL (What result are we aiming for?) WHY IS IT IMPORTANT? (Strategic Goal) BY WHEN DO WE NEED TO ACHIEVE THIS OVERALL GOAL? HOW SHOULD WE DO IT? (List the detailed strategies and steps to achieve the goal) WHO WILL DO IT? (Write the position/ name of staff member)- e.g Sales Supervisor/ Sales Staff 1 etc) BY WHEN WILL THE ACTION BE COMPLETED (Date or Duration) ESTIMATED COST (just a rough idea is acceptable for this assessment)

2. ANALYSIS OF PROBLEM 2:

CURRENT SITUATION THE GAP DESIRED SITUATION

GOAL (What result are we aiming for?) WHY IS IT IMPORTANT? (Strategic Goal) BY WHEN DO WE NEED TO ACHIEVE THIS OVERALL GOAL? HOW SHOULD WE DO IT? (List the detailed strategies and steps to achieve the goal) WHO WILL DO IT? (Write the position/ name of staff member)- e.g Sales Supervisor/ Sales Staff 1 etc) BY WHEN WILL THE ACTION BE COMPLETED (Date or Duration) ESTIMATED COST (just a rough idea is acceptable for this assessment)

PART B: Answer the questions below in relation to your operational plan

3. Who should you consult with in order to develop the above operational plans?

4. What are the different types of resource requirements for the above operational plans? Give details

5. Can BGE copy the competitor’s IT phone ordering system. Why or why not?

6. Develop key performance indicators for both the problems noted above

PROBLEM 1 Key Performance Indicators (e.g increase sales by 20%) How will you measure performance? What will you do if the desired performance targets are not achieved?

PROBLEM 2 Key Performance Indicators (e.g increase sales by 20%) How will you measure performance? What will you do if the desired performance targets are not achieved?

7. When and how will you communicate the results to the senior management and other stakeholders?

Assessment 3: PLAN AND CHAIR A MEETING

This assessment has TWO parts
BCG Case Study – continued:
A brief meeting with the sales team was conducted last week.

The team discussed the standing items that are discussed at every team meeting. These included the following:
• Sales performance Report for the month
• Health and Safety issues

At the meeting there was also a robust discussion on the key problems that the sales team was facing. The team came up with proposed solutions that they want to finalise at the next meeting. The team had specific ideas about increasing sales to 200 sales per night. It was decided that the Sales Supervisor would present the team’s ideas at the next meeting. It was also decided that the Sales Supervisor would conduct research and present a report on the software that other companies were using for telephone orders. It was decided that all the above topics should be added to the agenda for the next meeting under the section ‘Business Arising from Previous Meeting’.

The team also decided that the company’s Human Resources Manager would be invited to the next meeting so that they could get an understanding about the staffing issues. This topic would be an additional agenda item under other business.

Based on the Case Study in Assessment 2, you need to plan and chair the next meeting with the sales team and managing director to discuss the new operation plan related to solving Problem 1: ‘Achieving the sales target of 200 sales per night and other agenda items

PART A: PLANNING BEFORE THE MEETING

Complete the following tasks for the meeting of the BGE Sales Team

1. What type of meeting is this one going to be and why?

2. Identify the meeting participants. Who should attend the meeting?

3. Create a ‘notice of meeting’ that you will send to the participants to inform them about the meeting.

4. Create an agenda for the meeting using the template below:

MEETING AGENDA
DATE: _____ / _____ / _____ TIME: __________ am/pm
1. Welcome / Introductions
2. Apologies
3. Minutes of previous meeting: accepted – amended
4. Business arising from previous meeting
4.1
4.2
5. Standing Items
5.1
5.2
6. Any Other Business

5. How should the meeting minutes be:
i. Recorded: ________________________________
ii. Distributed: _____________________________
iii. Stored: ________________________________

PART B: ROLE PLAY

You are required to conduct the above meeting with the relevant team members. You must take the role of the ‘Chairperson’ in this meeting.

Instructions for students attending classes at ACTB:
1. Form a group of 3-4 members
2. You need to take the role of the Chairperson. The other team members need to act as participants who are attending the meeting
3. As the Chairperson, you need to open and run the meeting for approximately 3-4 minutes using the Agenda developed in the previous assessment.
4. Your assessor will observe your performance as a ‘Chairperson’ and grade you using the ‘Checklist’ below
Instructions for online students/ or students who do not attend the timetabled class:
1. Form a group of 3-4 members (You can use your friends/ family/ colleagues to take on roles for this role-play)
2. You need to take the role of the Chairperson. The other team members need to act as the managers who are attending the meeting
3. As the Chairperson, you need to open and run the meeting for approximately 5 minutes using the Agenda items developed in the previous assessment.
4. You need to record your meeting as a video recording. (You can use your phone or any other device). You will need to send your recording to ACTB via USB, or via DropBox or YouTube.
5. Your assessor will observe your performance as a ‘Chairperson’ and grade you using the ‘Checklist’ below
CHAIRPERSON PERFORMANCE CHECKLIST (To be completed by your assessor)
Did the chairperson… YES/ NO Assessor’s comments
Welcome the participants?
State the purpose of the meeting?
Introduce all the participants?
Note anyone who was absent (as an apology)?
Introduce the minute-taker (Secretary)
Announce the procedures for the meeting
Check that everyone had an agenda?
Ask the participants if they wanted to add any discussion items to the agenda?
Start the discussion on the first topic as per the agenda
Control the discussion
Encourage everyone to contribute to the discussion
Resolve any conflict (if relevant)
Student Name _____________________ Student ID ___________________
Trainer’s Signature _______________ Date ______________________

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