Assessment Task 1:

1. What information and resources are required to develop position descriptions? Who should be
consulted when writing position descriptions and why?

Answer:

Position descriptions comprises of duties and mandates and the information needed to develop them
include objectives, visions, customer’s needs, and internal processes of an organization. The process of
developing position descriptions requires consultations from essential individuals in an organization
such as the owners, human resources, employees, and the managers.

Reference: Class Slides

2. What is the purpose of an Operational Plan? What information or resources are required to develop
an Operational Plan for a business?

Answer:

An operational plan encompasses a strategy that is built on goals and the approaches that will help
achieve them. The purpose of the operational plan is to lay a framework of how tasks and
responsibilities are to be carried out in an organization in alignment with the goals that are developed in
the plan. An operational plan is developed using the goals, human resources budget needed, physical
resources, and a timeline.

Reference: Class Slides

3. What are ‘performance indicators’? How can they be implemented and measured to ensure
employees are working effectively within the business?

Answer:

Performance indicators are elements that are used by individuals to evaluate performances by
measuring them against the projected outcomes. They help organizations to measure the effectiveness
of their performance in realizing their goals. Performance indicators can be implemented in
organizations by setting targets for the employees and measurement of their performances is done to
determine if they meet the targets on a regular basis.

Reference: Class Slides

4. What is Performance Management? What are the key components of a successful ‘Performance
Management’ system?

Answer:

Performance management is an approach that ensures that the operations of employees agree with the
goals that the organization has set. For a performance management system to be termed successful,
they should assimilate team development, improvement of performance, individual development, and
management of behavior. The elements aids in boosting productivity in the workplace.

Reference: Class Slides

5. Outline the methods that a Manager can use to provide feedback in relation to the performance of
their staff.

Answer:

Feedback is important in improving performance and can be attained through critical incident, job
description, essay, rating scale, 360 degree, and employee comparison methods.

Reference: Class Slides

6. Describe the processes a manager could use when the performance of a staff member is under
performing. Include learning methods that can be used to improve the staff performance and how this
improvement could be measured? List timeframes for the feedback to be given and what
documentation needs to be kept of the feedback.

Answer:

Motivation of staff influences performance. A manager can motivate staff by collecting a regular
feedback about the performance of an employee and evaluating the results together. The manager can
also hold meetings with employees on a regular basis to motivate them on improving. Managers can
also motivate employees to improve by recognizing those who show outstanding performances every
week, and acknowledging the key performance indexes that have been achieved. An employee that is
not performing well can be motivated to improve by learning about them through observation,
coaching, formal and informal feedback, delegating, and resetting goals. Improvement can then be
measured by having regular meeting with the employees, and collecting feedbacks on a regular basis.
The timeframes for giving feedback can be a week or a month. The documentation that is need to be
kept concerning the feedbacks is the performance progress of an individual.

Reference: Class Slides

7. What other processes could be implemented to support and ensure staff are aware their required
performance standards and how their performance is measured? Include in your response how
these processes are supportive to the continuous improvement motives behind people management.

Answer:

Employees can be made aware of their current and expected performances by setting viable goals that
align with their duties. The performance evaluation methods should be clear to the employees so that
that they can be aware of the performance expectations set for them. Apart from setting performance
targets, organizations should have a platform that develops the skills of the employees so that they can
be in a better position to perform well. Employees become motivated to perform well when they are
provided with a work environment that is concerned with their personal development and provides
ways for them to grow in their career. Development of goals that agree with the duties also motivates
employees to work hard knowing that the targets set for them are achievable.

Reference: Class Slides

8. Briefly outline the processes that could be implemented when a staff member is not meeting
performance expectations after a performance management system has been implemented, and
support and counselling techniques have been attempted. You are to include legal requirements and
methods to review the overall performance management system. What disciplinary process would
now be used?

Answer:

In case a staff does not meet the required performance expectations, performance management policies
come into play. After support and counselling is offered and no improvement is attained, the staff can be
given a written or verbal warning. The last step of the process is termination of the staff. All the
processes ought to be documented in adherence to the legal requirements governing the system and a
legal advice should be put into consideration.

Reference: Class Slides

9. When can termination of a staff member be actioned? What organisational and legal requirements
should the termination be in accordance with?

Answer:

Termination of a staff comes when he or she does not meet the job expectations, becomes defiant to
rules, or engages in crime. A staff can also be terminated when his or her position is no longer needed.
However, some cases may revolve around illegal termination. Staff termination should be in accordance
with the labor laws such as Fair Work Act 2009.
 Reference: Class Slides

Assessment Task 2:

Suggested answers to the Case study:

‘Coverit Insurance’ is a new company that is growing rapidly. They have been in business for one year and
have started to rival their competitors in the house insurance market.

The Vision of the new company is to provide excellence in customer service

and processing of all insurance claims.

You are the Manager at Coverit Insurance and in this role you are responsible for the recruitment of new
staff and the performance management of all staff amongst all other tasks. This is a job that you take
seriously and you believe that performance management is a pivotal aspect to a successful business.

Part A

Your Business Manager has requested that they hire another Business Consultant to generate new clients.
You have agreed and also requested that the Business Manager provide you detailed information in
relation to the role that they posted as an ad for the position. It is listed below:

“We are currently seeking an experienced and motivated Business Developer

to work within the industry of Insurance. We have an impeccable reputation for
providing outstanding service to our clients. We are seeking an applicant who
has a fresh yet professional approach to developing new business
opportunities and strategic business relationships. They will have the ability to
create these relationships, and take responsibility for managing and nurturing
the relationships to ensure the follow up service is of an extremely high
standard.

The person will be responsible for the development of business relationships

with new clients and identifying new business opportunities through existing
accounts.

They will be required to meet with a minimum of 10 existing clients per week
and 10 potential new clients per week and complete any follow up work
required from these meetings. From the 10 potential clients that the consultant
sees each week they must convert 20% into new clients.
 Part of the job will also require the staff member to complete surveys of
customer perceptions of the business. They will develop and implement this
process.

They are also required to support the administration team in following up client
needs.”

You are to produce a position description for the above job role within Coverit Insurance.
Ensure that it contains expected work outcomes.

Answer:

A business Consultant

The business consultant at Coverit Insurance is expected to create and improve the relation between
the firm with new and existing clients and consequently expand the clients’ base. The person will also be
responsible for marketing the firm and keep in touch with clients to maintain the relationships.
Additionally, the person will assess the key performance indexes pertaining to clients and fetch feedback
from them by conducting a survey. The person is expected to meet with at least ten potential and ten
existing clients every week, and get at least twenty percent new clients after the meetings. The job
entails a thorough follow-up with the clients so that their needs can be met. Thus, the person should be
willing to move from one place to another for business purposes.

Reference: Class Slides/Case Study/Personal Experience

Part B

With the new Business Consultant (Tim) hired, Coverit Insurance now has a total of 3 Business Consultants
(Samantha and Chris are the other consultants). It is important that their work is allocated to them in a way
that is efficient, cost effective and outcome focused.

Create an action plan that clearly allocates work for each of them to achieve.

Answer: Action Plan:

Improvement/Goal/Action/
Objective
What How Who Whe Benefits Responsibilitie
n s
 Step 1
Seek new potential clients Meet them Company One Gain more Tim
at their vehicle, week clients
physical driver, after
locations allowance marketing
s the
business
to them
Step 2
Contact existing investors and Make Company One Get Samantha
conduct surveys with them to get phone calls telephone week feedback
feedback about their perception and meet , company that will
towards the company them vehicle, help the
physically driver, company
travelling to
allowance improve
s
Step 3
Evaluate the performance of the Assess the Office One Determin Chris
firm key space, week e whether
performanc computer, the firm is
e indexes stationery performin
relating to g well in
clients’ its
feedbacks operation
concerning s
their
satisfaction

Reference: Class Slides/Case Study/Personal Experience

Part C

The Business Consultants are the first contact that any of your potential clients have with your business. It
is important that they represent Coverit Insurance appropriately.

You are to create a Code of Conduct for all Coverit Business Consultants to abide by. You will also
be required to develop their performance standards (KPI’s)to achieve each month.

It is important to confirm these standards with Tim, Chris and Samantha prior to the
commencement of the work, so you are also required to create a memo (email) to them to ask for
feedback within the week.

Answer:

Code of Conduct for Coverit Business Consultant

 All Coverit business consultants:

1. Should serve clients on behalf of the employer with honesty, integrity, competence, and
professionalism.
2. Should handle matters that are within their obligation and report the management in case of a
matter that does not concern their duties but affect the business.
3. Should establish a good relationship with clients by engaging with them in a friendly manner.
4. Should hold the information of the clients with confidentiality and avoid using it for their own
personal gain.
5. Should adhere to the rules and policies that govern business operations of Coverit.
6. Should refrain from engaging with clients in a private manner or demand favors to transact
business with them.

KPIs for Business Consultants

1. They are expected to reach out to at least forty existing clients and forty potential new clients
per month.
2. They are expected to bring at least eight new clients on board for the company.
3. They are expected to conduct four surveys on the existing clients to assess company
performance per month.
4. They are expected to submit reports on the progress the company is making with clients and
give recommendations every month.

Memo

A code of conduct for business consultants is hereby presented to give guidelines on the responsibilities
of the staff and how they are supposed to conduct themselves. The code has been tailored for the
interest of every involved party. Please evaluate its points and any clarification needed will be availed by
the management. A feedback is expected from the concerned persons within a week. Thank you.

Reference: Class Slides/Case Study/Personal Experience

Part D

Without new clients Coverit Insurance will not produce the amount of profit they require to be able to
sustain the large discounts they offer. This makes the role and job undertaken by the Business Consultants
extremely important to the success of the business.

You are to conduct a risk analysis on the Business Consultants role in the business.

Answer:

The risk that Coverit faces in case it does not increase its clients base is reduced profit which will
negatively affect its initiative to offer discounts. Business consultants play a crucial role in retaining
existing clients and bringing in new clients. To increase the profit margin, new clients have to be sought
so that it can become possible to maintain the discounts being offered to clients. Additionally, many
 clients are loyal to the company because of the discounts they get and a change in the offer could
negatively affect the relationship between them and the company. Therefore, the role of business
consultants is crucial for Coverit. To ensure that the company gets new clients regularly, business
consults have targets to meet each week. The risk is low if the business consultants meet the targets set
for them and high if they hardly meet the expected performance.

Reference: Class Slides/Case Study/Personal Experience

Part E

After two months you are made aware that Tim is not meeting the expected standards of performance as
indicated in his position description.

You are to develop ‘Performance Management’ procedures to measure, review, and improve the
performance of the Business Consultant.

Using the position description, you created in ‘Part A’ you are creating the ‘Performance Management
Policy / Procedure’ specifically for the position of Business Consultant within Coverit Insurance that
includes:
 A review of the Key Performance Indicators.
 How theses KPI’s should be communicated to the employee before and during employment.
 How the performance of the Business Consultant will be monitored and evaluated?
 Strategies that can support the Business Consultant to improve their performance and achieve the
required performance standard. Include in detail the methods that can be used to improve the
performance of the Business Consultant.
 Include how feedback should be given to the Business Consultant in relation to their performance.
 Also include the reporting and documentation requirements of the performance management
policy / procedure.

Answer:

The key performance indicators for the business consultants are the number of clients they help the
company to retain and also the new clients that the company gains. Apart from that, the employees are
supposed to maintain a good relationship with the clients on behalf of the company. The KPIs are
stipulated on the position description and made known to the business consultants during induction in
the company. The performance of the business consultants is evaluated on a weekly basis and
compared to their last performances. The performance is then compared with the set targets for them
to determine their level of success. Performance can be improved by giving business consultants training
on customer services and marketing skills. They can also be motivated to improve by recognizing those
who perform well, and offering them commission for the new clients they bring in to the company. The
feedback should be given to the business consultants through a meeting after one month. They should
also be given a feedback on the report they submit concerning their performance and also have their
progress documented for easy monitoring and reference.

Reference: Class Slides/Case Study/Personal Experience

Part F
After another 6 months, the Business Manager informs you to that the Business Consultant is still not
meeting performance expectations despite extra training and one written warning. You decide to develop
an information pack for your managers to refer to on the requirements and issues relating to termination of
staff.

You are to produce an information pack explaining the processes and requirements when
implementing disciplinary action and termination of employment. Include any information relating
to legal requirements and documentation procedures that should be adopted in these cases.

In your information refer to any review processes that should be undertaken when a staff member is
terminated for on-going under performance of the expected job role. (This should include aspects such as
position descriptions, induction processes and performance management processes within the business)

Develop the information pack and submit as part of your portfolio for this unit.

Answer:

The business consultant was expected to meet with at least ten existing clients per week and follow up
with them and also meet with ten new potential clients within a week as well. For the ten new potential
clients, he was supposed to ensure the company gets at least twenty percent new clients from them.
After failing to meet the targets, the business consultant was given training to put him in a better
position to improve his performance. After six months, his performance is still below expectations and
could not meet the expectations. He has so far been given a warning but no positive change has been
accrued. Therefore, a review on the performance of the employee even after taking measures to help
him improve suggest that he should be terminated because he does not meet the expectations of his
job. The documentation of the process is vital so that every measure can be in adherence of Labor laws
and give substantial reasons for the termination. The termination will be issued by the management in a
formal letter containing the reason for the decision.

Reference: Class Slides/Case Study/Personal Experience

Part G

Even though Tim’s performance has been dismal, Samantha has achieved her monthly KPI’s consistently
over the last 5 months.

You decide to give her the acknowledgment that she deserves in the form of some informal
feedback. Create a memo (email) to Samantha congratulating her on her achievements.

Answer:

Memo

Acknowledgement for Exemplary performance

I would like to acknowledge your outstanding performance that you have displayed consistently for the
last five months. As observed, you have worked hard to ensure that you bring in at least for new clients
every week while keeping in touch with the number of existing clients above the minimum expected.
 The company is also aware that you have boosted its relationship with the clients as seen from the
feedback they give. We appreciate your contribution in the company and keep up the good work.

Thank you.

Reference: Class Slides/Case Study/Personal Experience

Part H

Chris’s performance has been inconsistent. He exceeded his KPI’s for the first two months, and then over
the last three months his results have been mediocre.

Create a memo (email) to Chris informing him of the poor performance identified and explain what
actions will now be taken.

Answer:

Memo

Concern over Performance

In regards to your performance, there is a growing concern over your performance. As observed, your
performance for the first two months was above expectations. However, you have performed beyond
the expectations in the last three months and have not managed to bring at least four new clients every
week. You are hereby urged to work on improvement so that you can meet the expectations. Any
further poor performance will result in a warning letter. Please keen in touch with the management to
discuss how you can improve your performance.

Thank you.

Reference: Class Slides/Case Study/Personal Experience

Assessment Task 3:
Simulated environment overview:
The RTO is a work environment for you as a student and as part of this task you are required to use the
RTO environment as your simulated workplace. You are to select a task / skill that you are competent in
and use these skills and knowledge to Performance Manage a fellow student to suffice the assessment
requirements of this unit.

You are to ‘performance manage’ a fellow student (your trainer will select and confirm all groups) in a
specific task that is completed regularly in a workplace environment. Ensure this performance management
can occur within in the RTO environment you are to follow the RTO policy / procedure for Performance
Management.

Examples of skills to ‘performance mange’ the fellow student in could be:

 How to use the photocopier effectively?
  How to save a computer file to a removable disk drive disk?
 Any aspect of using a computer software program
 To set up and use desk up ergonomically

The skill / task you are using to manage people performance must be approved by your assessor before
going ahead with this activity.

Once a skill has been selected and approved by your assessor you are to develop performance standards
for your selected skill and conduct a detailed performance management session with the selected student /
candidate

Feedback Form attached with your assessment, you need to fill it

Part A

To complete this part of the task you will be required to complete the following and submit to your
assessor:

a. Provide evidence that you have consulted with your fellow student to confirm the performance
requirement of the task / skill you have selected

Answer:

Reference: Class Slides/Case Study/Personal Experience

b. Identify the Key Performance Indicators for the skill

Answer:

Reference: Class Slides/Case Study/Personal Experience

c. Develop a method to assess to the candidate’s current performance level, and develop any
checklists required to document the performance

Answer:

Reference: Class Slides/Case Study/Personal Experience

d. Develop a ‘Learning Plan’ to increase the skills and performance level of the skill / task selected.

Answer:

Reference: Class Slides/Case Study/Personal Experience

Part B

Once the session is completed (the Practical Demonstration) you are required to produce a report
outlining the outcome of the performance management session. In this report you should:

a. Review the performance management session

Answer:

Reference: Class Slides/Case Study/Personal Experience

b. Outline how feedback was gained on the performance management session.

Answer:

Reference: Class Slides/Case Study/Personal Experience

c. Outline the performance improvement that is required

Answer:

Reference: Class Slides/Case Study/Personal Experience

d. Outline any changes you might make to the performance management process

Answer:

Reference: Class Slides/Case Study/Personal Experience

e. Include any documentation from the session and a report on any follow up action that will be
required.

Answer:

Reference: Class Slides/Case Study/Personal Experience

f. Complete a follow up check on the candidate’s performance of the skill that was involved in the
performance management process.

Answer:

Reference: Class Slides/Case Study/Personal Experience