Reference no: EM132644722

BSBMGT517 Manage operational plan - Royal Greenhill Institute of Technology

PART 1: Assessment information: This part contains information on the assessment for this unit of competency and how an assessment will be conducted throughout this unit to achieve the competency. It includes:
• Application of the unit of competency
• Purpose of assessment
• Elements, performance evidence and knowledge evidence requirements of the unit
• Conditions, context, required resources and location of the assessment
• Assessment tasks
• Outline of evidence to be collected
• Administration, recording and reporting the requirements including special adjustments,
appeals, reasonable adjustments and assessors' intervention.

PART 2: Assessment tasks: This part contains the information to undertake the assessment tasks successfully. In each assessment part, students will find the following information:
• Resources required
• Instructions for students
• Planning the assessment
• Role play/Practical Demonstration information

Assessment tasks:
To achieve competency in this unit, you must satisfactorily complete all the following assessment tasks within the date and time specified in the session plan. This will demonstrate that you have all the required skills and knowledge for this unit.

Part A:

Question 1: Explain how an operational plan can assist an organisation to achieve its objectives.

Question 2: Explain how operational plans are developed by using the basic strategic planning approach.

Question 3: Explain how operational plans are developed by using the goal-based planning approach.

Question 4: Explain how operational plans are developed by using the alignment planning approach.

Question 5: Explain how operational plans are developed by using the scenario planning approach.

Question 6: Outline three different approaches to developing key performance indicators (KPIs) to meet business objectives.

Question 7: Explain what is meant by the budgeting term ‘forecast income'.

Question 8: List the main expenditure categories that should be included in a budget. Question 9: Outline a process that can be followed to develop a budget.

Assessment Task Part B: Project

Required resources:
• Computer with internet connection to refer to various resources
• Student assessment booklet and a pen (organised by the student)
• RGIT Learners' resources Aspire eBook for the unit BSBMGT517 - Manage operational plan (organised by the trainer)
• Learner's notes
• BizOps Enterprises documents

Project overview and context
BizOps Enterprises has decided to relocate their 50 seat call centre to regional Victoria.
You, as the Call Centre Manager, have been given the responsibility for developing an operational plan for the call centre including resources requirements, key performance indicators, monitoring processes and risk management.
You will also need to develop and implement strategies to achieve the plan including staff recruitment, procurement and monitoring performance.
Key information:
• The call centre has a capacity for 50 seats.
• The call centre operates 24 hours, seven days per week. It is envisaged that staff will work in three shifts:
o Day shift, 7am to 3pm
o Afternoon shift, 3pm to 11pm
o Night shift, 11pm to 7am
• 15 staff from the Melbourne call centre have agreed to relocate to the new call centre.
• The call centre must be fully operational in exactly twelve weeks from today.
• You have a budget of $4,800,000.00.

Instructions
You will need to access the following BizOps Enterprises plans, policies, and procedures:
• Business plan
• Organisational charts
• Purchasing resource acquisition policy
• Purchasing resource acquisition procedures
• Information management policy
• Information management procedures
• Recruitment policy
This Project has been split into nine separate tasks. Please complete each task in the order they appear.

Task One
Before you can develop the operational plan, you will need to consult with the relevant managers at BizOps.
Develop a consultation plan that lists the names of the BizOps personnel that you would consult with, explain why you would consult with them and for each one, list five questions you would ask them.

Task Two
Review the key information provided in the task overview, and
a) Develop a list of physical (e.g. equipment) and human resources required to operate the call centre.

b) Write a proposal for the procurement of the physical resources on your list that includes why each is needed, where it will be sourced from, cost and date needed. You will need to undertake internet research to complete this task. Please ensure that all equipment and other physical resources comply with BizOps' focus on sustainability.
c) Develop at least three Key Performance Indicators (KPIs) that you will use to measure the overall performance of the call centre using the SMART method.
d) Develop a process to monitor the progress and achievement of the KPIs. This may be done in the form of an action plan.
e) Develop a system to ensure security and confidentiality of all performance records (such as profit & loss statements and action plans)

Task Three
Conduct a risk analysis of at least three risks to the success of the call centre using the risk assessment matrix in you learner workbook. For each identified risk, you must develop a contingency plan to minimise the likelihood or consequences of the risk occurring.

Task Four
Review the key information provided in the task overview and using the information you provided in the previous tasks and other information as required, develop an operational plan for the new call centre to be fully operational in three months.
You will need to research on the internet for a suitable template. Your operational plan must include:
• BizOps mission
• BizOps objectives
• BizOps Call Centre strategy
• Action Plan for key deliverables
• Key Performance Indicators
• Budget
• Risk Management
• Outcome
• Approvals

Task Five
Arrange a time with your assessor to present your plan during class time before commencing the next task. You will need to explain and justify each part of your plan, seek their approval and agree on any changes required.
You must also outline the legislative and regulatory context of your plan, and BizOps policies and procedures that are relevant to the implementation of the plan, including but not limited to health and safety.
You must ensure you communicate with your assessor in an appropriate business manner, as if you were addressing a senior manager at BizOps.
Your meeting is expected to take approximately 15 minutes.

Your assessor will complete Observation Checklist I at the end of your presentation. Please ensure you review the Observation Checklist before you commence your presentation so that you are fully prepared and know exactly what is expected of you.
Please submit the completed Observation checklist I as evidence of this task.

Task Six
Review the key information provided in the task overview and develop a recruitment and development strategy to meet the requirements of the call centre. Your strategy must comply with the BizOps recruitment policy and must include:
• Number of staff to be recruited
• Full time or part time, shift work
• Start date
• Skills required
• How you will source candidates
• How you will protect BizOps' intellectual property during the recruitment and selection process
• Initial training to be provided
• Ongoing coaching and mentoring plan
• Risk management and contingency plan

Task Seven
Your proposal for the procurement of physical resources (Task 2b) has been accepted. You are now required to develop a strategy to acquire the resources in the required time frame.
You are to present your strategy as an action plan.

Task Eight
Using the KPIs you developed in Task Two (c), develop a monitoring process for the implementation of the detailed operational plan.
The monitoring process should include the following:
• A breakdown of the overall plan into tasks
• Timelines and responsibilities assigned for each task
• A budget allocation to appropriate tasks

Task Nine
At the end of Week 9, the following things have occurred:
• Only 17 new staff have been recruited as response to the ads in the local paper has been poor
• A local agency can provide temporary staff until all roles have been permanently filled but this will add 20% to the overall salary budget
• The company you ordered the operator headsets from can no longer meet the deadline and the only other supplier who can meet your requirements is 35% more expensive.

Use the monitoring process you developed in Task Eight to prepare a review of the operational plan's
progress to date. This report should cover the following items:
• Analysis and interpretation of budgeted and actual financial information
• Areas of under-performance
• Solutions and actions to be taken
• Recommendations for any variations to the operational plan
• Procedure for approval of any variations

Assessment Task Part C: Roleplay Observation

Resources Required:
• RGIT Learners' resources (Aspire ebook) for the unit BSBMGT517 - Manage operational plan (organised by the trainer)
• Computer with internet connection and projector
• Learner's notes
• Learner's operational plan (Assessment Part B) (learner to bring)

Instructions for students:

1. This assessment will be conducted in the RGIT classroom in a simulated work environment with access to the resources listed above.

2. Your assessor will form you into a group with two other students.

3. You will each take turns playing the role of the Call Centre Manager and present part of your operational plan to the other two students who will play the roles of team leaders.
When playing the role of team leader, ensure you ask questions and provide feedback to the Call Centre Manager, thereby playing an active part in the roleplay.

4. You can choose which part of your plan you would like to explain from the following:
a. Consultation process
b. Resource requirements
c. Risk management
d. Recruitment strategy
e. Monitoring processes

5. Your assessor will complete the Roleplay Observation Checklist II to record your communication and interaction skills during each roleplay.

6. It is expected that each role play will take approximately 15 minutes.

7. Please ensure you review the Observation Checklist before you commence your roleplay so that you are fully prepared and know exactly what is expected of you.

8. Please submit the completed Observation Checklist II as evidence of this task.

9. Please collect the Peer Review Form(s) from your colleagues and submit them as evidence of this task.

10. At the completion of your roleplay, both the student and the assessor are required to sign and date Observation Checklist II, verifying that they acknowledge the outcome for this assessment task and have been provided with feedback from the assessor.

Attachment:- Manage operational plan.rar