Student Assessment Tasks
BSBRSK501 Manage risk
Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 5
Student Assessment Agreement 6
Assessment Task 1 Cover Sheet 7
Assessment Task 1: Written Questions 8
Assessment Task 1 Instructions 10
Assessment Task 1 Checklist 11
Assessment Task 2 Cover Sheet 12
Assessment Task 2: Risk management project 13
Assessment Task 2 Instructions 15
Assessment Task 2 Checklist 19
Assessment Task 3 Cover Sheet 21
Assessment Task 3: Risk implementation project 22
Assessment Task 3 Instructions 24
Assessment Task 3 Checklist 27
Assessment Task 4 Cover Sheet 28
Assessment Task 4: Risk management process evaluation report 29
Assessment Task 4 Instructions 30
Assessment Task 4 Checklist 31
Assessment Information
The assessment tasks for BSBRSK501 Manage risk are included in this Student Assessment Tasks booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment Plan
| Assessment Task | Overview |
| 1. Written questions | Students must correctly answer all questions. |
| 2. Risk management project | Students must prepare an initial report about risk associated with business expansion for a case study organization; participate in a role play meeting with team members to brainstorm risks; and develop a risk management plan for the case study organization. |
| 3. Risk implementation project | Students must implement and monitor risk treatments for risks identified. |
| 4. Risk management process evaluation report | Students must evaluate the risk management process. |
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions at all.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per your Newton College’s assessment appeals process.
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal.
Naming electronic documents
It is important that you name the documents that you create for this Assessment Task in a logical manner.
Each should include:
· Course identification code
· Assessment Task number
· Document title (if appropriate)
· Student name
· Date it was created
For example, BSBRSK501_AT2_Risk Management Plan Given Name_Surname_20_10_18
Additional Resources
You will be provided with the following resources before you begin each Assessment Task.
Assessment Task 2
- Risk Management Policy and Procedures
- Risk Briefing Report Template
- Risk Management Plan Template
- Team Meeting Minutes
Assessment Task 3
- Customer Survey Results Memo
- Sales Data Analysis Memo
- Staff Survey Results Memo
- Performance Review Results Memo
- Sustainability Report
Assessment Task 4
- Risk Management Policy and Procedures
Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet
This must be filled out, signed and submitted together with your assessment responses.
If you are submitting hard copy, the Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per
Newton College’s Student Assessment Submission Instructions.
Depending on the task, this may include
· resubmitting incorrect answers to questions (such as short answer questions and case studies)
· resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
· redoing a role play after being provided with appropriate feedback about your performance
· being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback.
Assessment Task Information
This gives you:
· a summary of the assessment task
· information on the resources to be used
· submission requirements
· re-submission opportunities if required
Assessment Task Instructions
These give questions to answer or tasks which are to be completed.
Your answers need to be typed up using software as indicated in the Assessment Task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the unit identification number, the task number, your name and the date.
Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation before beginning the assessment task. It will give you a good idea of what your assessor will be looking for when marking your responses.
Student Assessment Agreement
Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit? ¨ Yes ¨ No
Do you understand the requirements of the assessments for this unit? ¨ Yes ¨ No
Do you agree to the way in which you are being assessed? ¨ Yes ¨ No
Do you have any specific needs that should be considered? ¨ Yes ¨ No
If so, explain these in the space below.
Do you understand your rights to re-assessment? ¨ Yes ¨ No
Do you understand your right to appeal the decisions made in an assessment? ¨ Yes ¨ No
| Student name | |
| Student number | |
| Student signature | |
| Date | |
| Assessor name | |
| Assessor signature | |
| Date |
Assessment Task 1 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
¨ I declare that this task is all my own work and I have not cheated or plagiarized the work or colluded with any other student(s).
¨ I understand that if I am found to have plagiarized, cheated or colluded, action will be taken against me according to the process explained to me.
¨ I have correctly referenced all resources and reference texts throughout these assessment tasks.
| Student name | |
| Student ID number | |
| Student signature | |
| Date |
Assessor declaration
¨ I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
| Assessor name | ||||
| Assessor signature | ||||
| Date | ||||
| Assessment outcome | S | NS | DNS | Resubmission Y N |
Feedback
Student result response
¨ My performance in this assessment task has been discussed and explained to me.
¨ I would like to appeal this assessment decision.
| Student signature | |
| Date |
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom.
A time limit of 1 hour to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email attachment.
Required
· Access to textbooks/other learning materials
· Computer and Microsoft Office
· Access to the internet
Timing
Your assessor will advise you of the due date of this assessment.
Submit
· Answers to all questions
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Written answer question guidance
The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected.
Note that the following guidance is the minimum level of response required.
Analyze – when a question asks you to analyze something, you should do so in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.
Compare – when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should put forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long.
Summarize – when a question asks you to summarize something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.
Assessment Task 1 Instructions
Provide answers to all of the questions below:
- Discuss the purpose of risk management standards. Include an example of a risk management standard in your answer.
- Outline the AS/NZS ISO 31000: 2009 Risk Management Principles and Guidelines and each of the 11 principles.
- Explain the requirements of WHS legislation in relation to risk management.
- List the factors that must be taken into account in determining risk control measures for hazardous manual tasks as stated in the model Work Health and Safety Regulations 2011.
- Explain the purpose of risk management policies and procedures in the workplace.
- List three examples of the impact of risks for a workplace if risks are not identified or actioned.
- Outline a step-by-step procedure that companies can use for analysing risks.
- Outline three sources of information that a company could use to gather information on potential risks.
- Describe three examples of tools or techniques that a company could use to identify risks as part of a risk assessment process.
- 10. Explain four options that a company could take to control risks.
- Explain four procedures that a company could use to minimize risk.
Assessment Task 1 Checklist
Student’s name: | ||||
| Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? | Completed successfully | Comments | ||
| Yes | No | |||
| Question 1 | ||||
| Question 2 | ||||
| Question 3 | ||||
| Question 4 | ||||
| Question 5 | ||||
| Question 6 | ||||
| Question 7 | ||||
| Question 8 | ||||
| Question 9 | ||||
| Question 10 | ||||
| Question 11 | ||||
| Task Outcome: | Satisfactory ¨ | Not Satisfactory ¨ | ||
| Assessor signature | ||||
| Assessor name | ||||
| Date | ||||
Assessment Task 2 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
¨ I declare that this task is all my own work and I have not cheated or plagiarized the work or colluded with any other student(s).
¨ I understand that if I am found to have plagiarized, cheated or colluded, action will be taken against me according to the process explained to me.
¨ I have correctly referenced all resources and reference texts throughout these assessment tasks.
| Student name | |
| Student ID number | |
| Student signature | |
| Date |
Assessor declaration
¨ I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
| Assessor name | ||||
| Assessor signature | ||||
| Date | ||||
| Assessment outcome | S | NS | DNS | Re submission Y N |
Feedback
Student result response
¨ My performance in this assessment task has been discussed and explained to me.
¨ I would like to appeal this assessment decision.
| Student signature | |
| Date |
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 2: Risk management project
Task summary
This assessment task requires you, in the role of Operations Manager of NatureCare Products, to develop a risk management briefing report associated with the proposed business expansion. You will then prepare for a meeting with their team by researching risks, as well as potential risk treatment options pertaining to the NatureCare Products business expansion project.
Following this, you will meet with their team to brainstorm risks and develop a risk management plan, which includes an action plan to implement identified risk treatments.
This assessment is to be completed in the simulated work environment in the Newton College.
Required
- Access to textbooks/other learning materials
- Computer with Microsoft Office
- Access to the Internet to:
- research information to inform PESTLE analysis
- access publications about risk management standards such as: http://www.finance.gov.au/sites/default/files/COV_216905_Risk_Management_Fact_Sheet_FA3_23082010_0.pdf
- Risk Briefing Report Template
- Risk Management Policy and Procedures
- Risk Management Plan Template
- Team Meeting Minutes
- Space for a meeting, with a whiteboard, if possible.
- Roleplay participants
Timing
Your assessor will advise you of the due date of these submissions.
Submit
- Email with risk briefing report attached.
- Email to team inviting them to a meeting.
- Email with risk management plan attached.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Assessment Task 2 Instructions
Carefully read the following:
You are the Operations Manager of a medium-sized Australian company, Nature Care Products, based in Brisbane. The company commenced business in 1996, and manufactures Eco-friendly, high quality beauty skin care products.
The business was established to cater for a growing demand for skin products that contain Eco-friendly and natural ingredients. There is also an emphasis on Eco-friendly packaging. The company makes all its products in a small factory.
The company sells its products direct to a chain of health food shops across Australia, as well as online through its own web site. Products ordered online are shipped directly to customers from the factory. Products provided to health food shops are provided to the health food shop distributor who then distributes the products to all its stores. The relationship with the chain of health food shops is a long-standing one (ten years).
The company targets customers that want high quality, Eco-friendly products. Market research has identified that around 70% of their customers are professional women aged 25 to 55.
NatureCare Products’ strategic priorities focus on business diversification and growth. They aim to increase their market share by 10%, and to expand the existing product range to attract more customers.
At a recent board meeting, the two company shareholders and the CEO discussed options for expanding the business, including establishing a chain of retail outlets. The idea is to initially set up one retail outlet in central Sydney, Brisbane and Melbourne. Products will continue to be made in the company’s factory and shipped to the retail outlets.
The CEO has asked you to investigate this, undertaking a risk analysis on establishing a chain of retail outlets. The CEO and shareholders are keen to get the business expansion started as soon as possible, so you need to get your risk management plan in place immediately.
Currently the company employs the following staff: Accounts Manager, Marketing Manager, Marketing Assistant, Sales Manager, four customer service representatives, Office Manager and Administration Assistant, Operations Manager, as well as the CEO and two shareholders as indicated above.
The company currently has a Risk Management Policy and Procedures in place that incorporates the AS/NZS ISO31000:2009 Risk Management Principles and Guidelines.
Complete the following activities:
1. Develop a risk briefing report.
Review the case study information provided to you, as well as the company’s risk management policy and procedures to determine the scope of the risk management process required.
Use the internet to search for relevant information on risk management standards.
You should also review the recent Team Meeting Minutes on the business expansion project to inform your report.
Use the Risk Briefing Report Template to guide your work.
Your report will be sent to the CEO for initial feedback and then you will meet with your team to brainstorm further risks associated with the business expansion project.
Your report should include the following:
· Introduction, including the purpose of the risk analysis
· The scope of the risk management process, any risks that may apply to the scope, and objectives and critical success factors for the area included in the scope
· An outline of the risk management process as per the organization’s policy and procedure, as well as how the organization’s process aligns with the risk management standards as identified in the link provided to you.
· A PESTLE analysis identifying the key factors that impact on the environment in which Nature Care Products operates and their relevance to the risk management process. You should also use this analysis to identify important factors that may influence consumer needs and desires as part of analysis of external stakeholders, as well as to inform the key risks you identify below.
· You are also required to identify at least five risks identified with the expansion, and at least one potential risk treatment option for each of the risks you identify.
· Identification and analysis of internal and external stakeholders and the issues they may have that are likely to impact on the risk management process.
· An analysis of the strengths and weaknesses of the company’s existing retail approach namely, online and through health food shops.
· Analysis of critical success factors, goals or objectives for the business expansion project.
2. Send an email to the CEO (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should provide a brief overview of the risk management project, introduce and summarize the contents of the attachment, and seek their feedback and approval to move forward with the project.
Attach your risk briefing report to the email.
Your assessor will send you an email in the role of the CEO, providing you with feedback and approval to proceed.
3. Send an email to your team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should invite the team to participate in a meeting to brainstorm risks associated with the company’s proposed expansion.
Your email should briefly explain the purpose of the meeting and advise of the date and time for the meeting (your assessor will advise you of the date and time and also provide you with the email addresses of the two students who will be your team).
The meeting is to run for approximately 30 minutes.
4. Conduct team meeting
After giving a short introduction, present to your team the risks that you have identified, as well as the treatment measures you have selected. Refer to your Risk Briefing Report and share your ideas, encouraging the meeting attendees to share theirs.
Steer this discussion into a brainstorming session.
Take paper and pen with you, or use a whiteboard, to jot down ideas as they are given.
At the meeting, you are required to:
· Clearly explain the risk management process as per the organisation’s policy and procedure.
· Discuss the risks you have identified and potential risk treatments
· Seek ideas from the team about risks involved in the business expansion, as well as treatment measures.
· Agree on the most important risks that should be included in the risk management plan, as well as suitable risk treatments. At least five must be identified.
During the meeting, you will need to demonstrate effective communication skills including:
· Speaking clearly and concisely
· Using non-verbal communication to assist with understanding
· Asking questions to identify required information
· Responding to questions as required
· Using active listening techniques to confirm understanding
Close the meeting by thanking the participants for attending.
5. Develop a Risk Management Plan
The final part of the assessment task requires you to develop a risk management plan using the Risk Management Plan Template.
Your risk management plan should include:
· The risks you have identified based on your research and brainstorming session. You must include at least five risks.
· An assessment of the likelihood of the risk occurring, as well as the severity of the risk should it occur.
· Identification of at least one suitable treatment measure for each of the five risks Priority rating (high, medium or low) to show the order in which risks must be treated.
· A risk action plan that sets out for each risk including:
o Risk description
o Impact of risk
o Recommended actions
o Resource requirements
o Timelines
o Responsibilities
o Monitoring processes
6. Send an email to the CEO (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
The email text should include the following:
Attach your risk management plan to the email.
Assessment Task 2 Checklist
Student’s name: | |||
| Did the student: | Completed successfully | Comments | |
| Yes | No | ||
| In the risk briefing report, provide an overview of the risk management project, including how the project will be carried out in accordance with the organizations Risk Management Policy and Procedure, as well as how the process aligns with the risk management standards? | |||
| In the briefing report, include the scope of the risk management process, any risks that may apply to the scope, and objectives and critical success factors for the area included in the scope | |||
| In the briefing report, provide a PESTLE analysis for Nature Care Products including identification of key factors that impact on the environment in which Nature Care Products operates and their relevance to the risk management process? | |||
| In the briefing report, identify and analyze internal and external stakeholders and the issues they may have that are likely to impact on the risk management process? | |||
| In the briefing report, review and describe the strengths and weaknesses of the company’s existing business approach? | |||
| In the briefing report, document critical success factors, goals or objectives of the project? | |||
| In the email to the CEO, seek feedback on, as well as obtain support for the risk management project? | |||
| Invite the team via email to participate in the brainstorming meeting to identify risks and treatments? | |||
| At the meeting, clearly explain the risk management process as set out in the organization Risk Management Policy and Procedures? | |||
| At the meeting, seek input from the team through brainstorming on possible risks and potential risk treatment? |
| Demonstrate effective communication skills including: · Speaking clearly and concisely · Using non-verbal communication to assist with understanding · Asking questions to identify required information · Responding to questions as required · Using active listening techniques to confirm understanding | ||||
| In the risk management plan, document all the risks identified through research and consultation? | ||||
| In the risk management plan, determine the likelihood of the risk occurring, as well as the severity of the risk should it occur? | ||||
| In the risk management plan, evaluate risk priority and order of likelihood of occurring from most likely to unlikely? | ||||
| In the risk management plan, identify strategies for the treatment or control of the risk if it occurs? | ||||
| In the risk management plan, include an action plan that includes: Risk description Impact of risk Recommended actions Resource requirements Timelines Responsibilities Monitoring processes? | ||||
| Task Outcome: | Satisfactory ¨ | Not Satisfactory ¨ | ||
| Assessor signature | ||||
| Assessor name | ||||
| Date | ||||
Assessment Task 3 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
¨ I declare that this task is all my own work and I have not cheated or plagiarized the work or colluded with any other student(s).
¨ I understand that if I am found to have plagiarized, cheated or colluded, action will be taken against me according to the process explained to me.
¨ I have correctly referenced all resources and reference texts throughout these assessment tasks.
| Student name | |
| Student ID number | |
| Student signature | |
| Date |
Assessor declaration
¨ I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
| Assessor name | ||||
| Assessor signature | ||||
| Date | ||||
| Assessment outcome | S | NS | DNS | Re submission Y N |
Feedback
Student result response
¨ My performance in this assessment task has been discussed and explained to me.
¨ I would like to appeal this assessment decision.
| Student signature | |
| Date |
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 3: Risk implementation project
Task summary
This assessment task requires you to implement a control measure from the risk management plan, as well as monitor and report on actions arising.
This assessment is to be completed in the simulated work environment in the Newton College.
Required
- Access to textbooks/other learning materials
- Computer with Microsoft Office and internet access
- Customer Survey Results Memo
- Sales Data Analysis Memo
- Staff Survey Results Memo
- Performance Review Results Memo
- Sustainability Report
Timing
Your assessor will advise you of the due date of these submissions.
Submit
- Email with the following attached:
- staff training report
- completed usage record
- customer questionnaire
- Email with risk monitoring report attached.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Assessment Task 3 Instructions
Carefully read the following information:
Assume that the CEO of Nature Care Products has indicated that he wants you to prioritize treatment of a number of risks as follows:
· Inability to attract sufficiently qualified staff
One of the risks identified in the risk management plan is the inability to attract sufficiently qualified and knowledgeable staff to manage the new retail stores. The risk treatment identified is to invest in the training and development of existing staff to fulfill this role, at least in the short term.
It has been identified that at least two of the existing customer service representatives are interested in taking on this new role. Neither of the two customer service representatives have managerial skills nor knowledge, but they both have excellent company and product knowledge, as well as customer service skills.
· Unsustainable workplace
Another risk identified in the risk management plan is increased costs to the business through inefficiencies in resources usage. Given that the business is set to expand, it is of key importance that resources are used sustainably and efficiently. The CEO wants to implement the risk treatment of measuring the company’s environmental sustainability and resource usage, commencing with the head office location.
· Low customer satisfaction
A further risk identified as a priority is the any threat to customer satisfaction. Given that the business is expanding, customer satisfaction will be crucial. The risk treatment identified is to develop a customer questionnaire that can be used to measure customer satisfaction.
Complete the following activities:
- Write a report on staff training options
Review the case study information and then research a range of potential training options for the customer service representatives, including both on and off the job options. Identify at least three suitable options.
Then develop a short report outlining your recommended option/s for the training, including a rationale for each recommendation.
Include the details of each recommended training option, including a summary of the training to be provided and outcomes, location, costs and duration as applicable.
Save this document as Staff Training Report.
As a guide, your staff training report should be 1 to 2 pages long.
- Undertake an inspection of head office
Assume that, given the CEO’s concerns, you are to complete an inspection of head office (this will be the Newton College as the simulated environment) to identify environmental sustainability and resource usage issues and to identify and report on possible solutions.
You will therefore undertake an inspection of the Newton College facility using the environmental sustainability and resource Usage Record Template.
Record at least 3 actual or potential environmental sustainability and resource usage issues that you found during activity one.
Your assessor will advise you of the date and time of the inspection and will observe you conducting the inspection.
- Develop a customer questionnaire.
Develop eight questions that measure customer satisfaction and can be answered on a sliding scale from 1 (which is don’t agree at all) to 10 (which is totally agree).
Try to develop questions that encompass as many aspects of the customer’s experience as possible.
Use language that is polite and friendly.
There should be a space under the questions for responders to give written feedback.
Create a new Word document for this activity and save it as Customer Questionnaire.
The questionnaire should fit on one side of an A4 page.
- Send an email to the CEO (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarize the contents of the attachments and seek their feedback and approval to move forward with the project.
Attach the following to the email:
· staff training report
· usage record
· customer questionnaire
The CEO will send you an email providing comments and approval to proceed with the training course that they select from your report.
It is six months later, and you are monitoring the implementation of the risk treatments to ensure sufficient qualified staff, a sustainable and efficient workplace and high customer satisfaction.
Assume also that both managers participated in a formal, nationally recognised course in management, which they completed over the last six months.
You have been provided with the following information by your team, which you will use to monitor the implementation of the action plan:
- The new Human Resources Manager has provided you with performance review information for the two Managers in a Performance Review Results Memo, as well as a staff survey conducted to assess employee satisfaction in a Staff Survey Results Memo.
- The Marketing Manager has provided you with sales analysis for the last six months in a Sales Data Analysis Memo, as well as a memo about a recent customer survey. Customer Survey Results Memo
- The Office Manager has provided you with a Sustainability Report.
- Write a risk monitoring report.
In order to monitor the implementation of your action plan you are required to review the following documents:
· Customer Survey Results Memo
· Sales Data Analysis Memo
· Staff Survey Results Memo
· Performance Review Results Memo
· Sustainability Report
Develop a risk monitoring report that provides a summary of the data provided to you and document what the data shows in relation to the effectiveness of the action plan.
Identify any additional risk control measures, which you believe should be put in place as relevant.
Your report should be 1 to 2 pages long.
- Send an email to the CEO (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarize the contents of the attachment.
Attach your risk monitoring report to the email.
Assessment Task 3 Checklist
Student’s name: | ||||
| Did the student: | Completed successfully | Comments | ||
| Yes | No | |||
| Implement the risk management action plan by identifying appropriate training programs for staff? | ||||
| Implement the risk management action plan by conducting a sustainability inspection? | ||||
| Implement the risk management action plan through developing a customer questionnaire that can be used to survey customers? | ||||
| Demonstrate the ability to monitor the action plan through reporting on the outcomes of staff training, the sustainability inspection and implementation of the customer survey? | ||||
| Monitor action plan giving recommendations on future actions? | ||||
| Task Outcome: | Satisfactory ¨ | Not Satisfactory ¨ | ||
| Assessor signature | ||||
| Assessor name | ||||
| Date | ||||
Assessment Task 4 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
¨ I declare that this task is all my own work and I have not cheated or plagiarized the work or colluded with any other student(s).
¨ I understand that if I am found to have plagiarized, cheated or colluded, action will be taken against me according to the process explained to me.
¨ I have correctly referenced all resources and reference texts throughout these assessment tasks.
| Student name | |
| Student ID number | |
| Student signature | |
| Date |
Assessor declaration
¨ I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
| Assessor name | ||||
| Assessor signature | ||||
| Date | ||||
| Assessment outcome | S | NS | DNS | Re submission Y N |
Feedback
Student result response
¨ My performance in this assessment task has been discussed and explained to me.
¨ I would like to appeal this assessment decision.
| Student signature | |
| Date |
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 4: Risk management process evaluation report
Task summary
In this assessment task, you are required to answer a number of questions in order to evaluate the risk management process that you completed in the last two assessment tasks.
You are also required to set up logical folders and store all the documents that you have created for this assessment task.
This assessment is to be completed in the simulated work environment in the Newton College.
Required
- Access to textbooks/other learning materials
- Computer with Microsoft Office and internet access
- Risk Management Policy and Procedures
Timing
Your assessor will advise you of the due date of these submissions.
Submit
- Email with risk management evaluation report and screen shot attached.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Assessment Task 4 Instructions
Complete the following activities:
- Develop a risk management evaluation report
This assessment task requires you to evaluate and report on the risk management process that you have completed in the previous two assessment tasks.
Review all of the following questions and prepare a short report of approximately 1 to 2 pages that addresses each question.
A. Evaluate the overall risk management process.
· Was it easy or difficult to identify risks?
· Was staff input (at the meeting) helpful?
· How confident are you that all the risks have been identified?
B. Consider whether the process indicated in the Nature Care Products’ current Risk Management Policy and Procedures is sufficient to guide the risk management process used for the business expansion project. Explain why or why not.
C. Explain whether the principles of risk management in the Nature Care Products risk management policy and procedure is consistent with AS/NZS ISO31000:2009 Risk Management Principles and Guidance.
D. What changes would you recommend to the risk management process.
- Take a screen shot of all of your folder and files.
You are required to demonstrate that you can file all of your records in a logical structure.
Ensure that you have an overall folder, as well as sub folder for each assessment task.
All of the documents you have submitted for this unit should be correctly named and filed, as set out on page 3 of this document.
The screen shot should show all the folders, sub-folders and documents.
- Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarize the contents of the attachments.
Attach your risk management evaluation report and screen shot to the email.
Assessment Task 4 Checklist
Student’s name: | ||||
| Did the student: | Completed successfully | Comments | ||
| Yes | No | |||
| In the evaluation report, evaluate the risk management process by providing clear and relevant answers to all questions? | ||||
| In the evaluation report, provide recommendations for changes to the risk management process based on the evaluation? | ||||
| Set up logical folders and store all documents (created and provided as part of assessment tasks) within these folders? | ||||
| Task Outcome: | Satisfactory ¨ | Not Satisfactory ¨ | ||
| Assessor signature | ||||
| Assessor name | ||||
| Date | ||||