Reference no: EM133797039

Lead and Manage organisational change, Advanced Diploma of Marketing and Communication

Assessment 1: Knowledge Questions

Question 1
In the table below, identify one event and one trend that may impact on the achievement of the organisational objective.
Name an event for the objective
Name a trend for the objective
Explain how each event and trend affects the achievement of the objective

Objective 1: Resolve all customer complaints submitted via all channels within 48 hours of filing

Question 2
When analysing and interpreting information about an organisation's internal and external environments, there are two tools that can be used as cost-benefit methods.
Complete each table below by:
Defining what each letter signifies
Providing a brief explanation of each signified letter

Question 3
Answer the following questions regarding risks to organisational change.

Briefly explain each of the following requirements to assess risk

Complete the table below:
Identify two common barriers to change
Identify at least one mitigation strategy for each barrier
Explain how each mitigation strategy addressed barrier to change

Question 4
Read the following scenario about a Flower Delivery business
Rose acquired a Flower Delivery business almost a year ago. When Rose started, she had established a vision for the existing business on expanding it by exceeding customer expectations. It was successful and her business doubled in a short time. Customers were returning to "Blooms" repeatedly and recommending friends and family. In the last three months, she has noticed a decline in orders and regular customers not calling. She did implement a growth strategy for her staff at this time which involved them contacting every customer, 24 hours after for their feedback. Book Our Assignment Help Service Now!
Some of her staff were positive about this but one was very resistant. Rose informed them all they would just have to do it as it was a requirement of the job and as a team. Rose did hear a comment about this staff member being abrupt with a customer. She is now wondering if this could be impacting her decline in business Rose needs to take action to make a change and turn her business around. Rose wants to improve communication and educate her staff about how this benefits them and the customers.
Answer the following questions based on the Communication Plan
Complete the Communication Plan, briefly answering the components in relation to the scenario.

Identify at least two possible experts Rose can consult to improve her staff training

Question 5
Complete the table below by explaining each requirements of an education plan.

Training Need Analysis Components Explanation
Training Strategy      
Target Audience      
Facilitator      
Expected Timeframe      
Expected Outcome      

Question 6
Complete the table below by providing by doing the following:
Identify the eight steps of Kotter's 8-Step Change Process
Briefly explain how each step can be implemented in a workplace

Question 7
The DREC curve is change cycle that described the four stages individuals go through as they adjust to an organisational change.
Complete the table below. To do this you must:
Identify the four stages of the DREC curve
Using your own words, briefly explain what a change leader must do during each stage of the DREC curve

Stages of DREC Curve

Question 8
Identify two strategies for embedding change within an organisation. Provide an explanation for each of the identified strategies.

Question 9
Read the following scenarios and answer the questions that follow

Scenario 1
Bounce Fitness is attempting to set up feedback sessions to get the insight of employees regarding the organisational change they will be undertaking. This is the first time the employees are being given an opportunity for feedback, since Bounce Fitness usually employs one-way communication between management and employees.

Complete the table by doing the following:
Identify the change strategy being implemented
Identify one organisational behaviour that would affect the application of the following change strategy
Briefly explain how the identified organisational behaviour impacts the application of the change strategy

Scenario 2
Bounce Fitness is adapting a new application for its Point of Sales system. It's a new application developed to ensure smoother transaction using a cloud system. However, the new application has also enticed numerous fitness centres. Due to the high demand, the current developers are having a hard time sustaining server for the application.

Complete the table by doing the following:
Identify the change strategy being implemented
Identify one external environment factor that would affect the implementation of the identified change strategy
Briefly explain how the external environment factor impacts the application of the change strategy

Question 10
In your own words, describe each of the following components of a change management project plan.

Change Management Project Plan Components

Scope      
Roles and Responsibilities      
Communication Strategy      

Assessment 2-Simulated environment

This assessment has a set of tasks that must be completed in a Simulation Environment-Bounce Fitness. To be assessed for this unit of competency, you must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to use your skills and knowledge to develop and implement a Change Management Project Plan to lead and manage organisational change. The simulation Bounce Fitness environment will provide you access to all the resources required to complete this assessment.

Task 1: Conduct Meeting in Relation to Organisational Change
Assessment Instructions
Your assessor will observe you as you conduct a meeting with key stakeholders, experts and specialists to analyse at least one organisational change.
Relevant stakeholders can be individuals or groups directly impacted by the organisational change you will implement. They must be involved throughout the development, implementation and monitoring process.
Experts refers to individuals or groups who have knowledge and experience in implementing the required change in organisation.
Specialists refers to subject matter specialists who have expertise over a specific aspect of the business that is affected by your identified change.
Use Change Management Project Plan template provided on Appendix section at the end of this workbook. This will be used throughout the Practical Assessment Tasks.
Prior to commencing your meeting, you must Review at least two pieces of workplace documentation relevant to the organisational change you are to undertaking.
This includes:
Business plans
Feedback Surveys and Forms
Business and Communication Plans
Reports
Service-level agreements (SLAs
You will be assessed on your practical skills to:
Analyse and interpret information from the documentation about the organisation's internal, external environment and identify two of each of the following:
Management decisions in relation to change
Organisational objectives
Performance gaps
Change opportunities
Business threats
Discuss and identify requirements for change for change that support organisational objectives from workplace documentation
Discuss and seek information, clarify, questioning, confirm understanding and active listening.
After consultation, complete the "SWOT Analysis" and "PESTLE Analysis" sections of the Change Management Project Plan.
Review Simulated workplace Project Task 1 - Observation Form before starting this task. This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.
Review the template(s) you will use to complete this task. Use the Change Management Project Plan template provided on Appendix section at the end of this workbook.
Submit the partially completed Change Management Project Plan with the completed "SWOT Analysis" and "PESTLE Analysis" sections to your assessor.
Include any supplementary documents/sources used in the meeting, such as:
Organisational documents such as business plans, reports or similar, with relevant objectives and practices about the organisation's existing guide to organisational change
Printed or online sources relevant to issues, practices, or requirements, including government websites in relation to communication

Task 2: Develop Change Management Project Plan
Assessment Instructions
This task will require you to develop a Change Management Project Plan to lead and manage organisational change.
Use your Simulated workplace/organisation's template(s) to complete this task or use the Strategic Audit Template as part of and the Change Management Project Plan Template provided template provided on Appendix section at the end of this workbook.
To complete this task, you must:
Complete a strategic audit of your organisation based on your findings from the information obtained in the SWOT Analysis and PESTLE Analysis Simulated workplace Project Task 1.
You will need to indicate your findings as they shed light on the internal environment of your organisation
Develop the Change Management Project Plan template from the information and resources
This must include the following:
Priorities change requirements
For each activity identified, you must identify the following:
Key personnel responsible for the implementation of this activity
Resources required to implement the activity
Target timeframes for implementation
Target outcome after implementation
Risk management plan for change to be undertaken

Review Simulated workplace Project Task 2 - Assessor's Checklist before starting this task.
This form outlines the following:
Resources you are required to access to complete the task.
All criteria your submission must address to satisfactorily complete this task.
You assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
Review the template(s) you will use to complete this task. Complete the Strategic Communication Audit template as part of and the Change Management Project Plan template provided on Appendix section at the end of this workbook. Submit the partially completed Change Management Project Plan to your assessor.

Task 3: Develop Communication Plan
Assessment Instructions
Your assessor will observe you as you consult with relevant managers to develop the Communication Plan for the organisational change you are to undertake.
Relevant managers are the required personnel responsible with embedding the change into the organisation.
These can include:
Board members
Department heads
General managers of different work team
Use your Simulated workplace/organisation's template to complete this task or use the Communication Plan template as part of the Change Management Project Plan template provided on Appendix section at the end of this workbook.
You will be assessed on your practical skills to:
Develop a Communication Plan to implement the Change Management Project Plan developed in Simulated workplace Project Task 2.
You must obtain approval from all relevant managers before concluding the discussion.
Discuss and seek information using appropriate structure and language
Using active questioning and listening to clarify and confirm understanding
After the consultation, you must partially complete the ‘Communication Plan' section of the Change Management Project Plan with information discussed during consultation.
Leave the ‘Actual date of Implementation' and ‘Actual Outcome' of Communication Plan blank. This will be completed in a future task.

Task 4: Arrange and Manage Communication Plan
Assessment Instructions
This task will require you to arrange and manage action items of the Communication Plan as part of the Change Management Projection Plan into the organisation.
To complete this task, you must:
Arrange activities for delivery of each action item listed in the Communication Plan developed in Simulated workplace Project Task 3.
Manage activities for delivery of each action item listed in the Communication Plan developed in Simulated workplace Project Task3.
Update the following columns of your Communication Plan following your implementation:
Actual implementation date
Actual outcome/ status update

You assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
You will need to submit an updated Communication plan to your assessor.
Additionally, you will need to submit evidence that you have arranged and managed each action item outlined in the Communication Plan to your assessor.
Samples of evidence of arranging and managing can be:
Questionnaires/surveys with stakeholder feedback
Copies of email correspondence with relevant stakeholders
Photos or videos from the Simulated workplace demonstrating implementation of the action item
Copies of instructions provided to relevant stakeholders on how to implement the specific action item (e.g. instructions for conducting consultations)
Evidence of communication/consultation to key personnel and/or stakeholders

Task 5: Identify Barriers to Change

Assessment Instructions
Your assessor will observe you as you consult at least key personnel regarding the implementation of the Communication Plan from Simulated workplace Project Task 4 to identify barriers to change.
Use your Simulated workplace/organisation's template to complete this task or use the Communication Plan as part of the Change Management Project Plan template provided on Appendix section at the end of this workbook.
Your assessor will observe you as you demonstrate practical skills to:
Assess performance of implemented communication plan against objectives of Change Management Project Plan.
Identify at least two barriers to change that affected the outcome of Communication Plan implemented in Simulated workplace Project Task 4.
Discuss prescribed mitigation strategy to address barriers based on Mitigation Plan developed in Simulated workplace Project Task 2.
Review Simulated workplace Project Task 5 - Observation Form before starting this task.
This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.
This form outlines the following:
Resources you are required to access to complete the task.
All criteria your submission must address to satisfactorily complete this task.

Task 6: Implementation of Mitigation Plan
Assessment Instructions
This task will require you to Implement Mitigation Plan as a response to the two identified barriers to change identified in Simulated workplace Project Task 5.
You are to complete the Mitigation Plan which is incorporated in the Change Management Project Plan Template.
To complete this task, you must:
Implement action items to address barriers to change as outlined in the Mitigation Plan.
After implementing the actions, update the following sections of the Mitigation Plan:
Actual Date of implementation
Revised Risk Rating.
Review Simulated workplace Project Task 6 - Assessors Checklist before starting this task.
This form outlines all the skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.
This form outlines the following:
Resources you are required to access to complete the task.
All criteria your submission must address to satisfactorily complete this task.
You assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.
Submit the completed Mitigation Plan to your assessor.
Additionally, you must submit evidence that you have implemented each mitigation strategy to address barriers.
Evidence can include:
Email correspondence
Meeting minutes
Video recording of the meeting conducted with the stakeholders

Task 7: Modify Change Management Project Plan
Assessment Instructions
This task requires you to modify the Communication Plan based on the Mitigation Plan from Task 6, as part of your Change Management Project Plan.
Prior to commencing this task, you must:
Have completed all Simulated workplace Project Tasks 1-6; or
Have access to your organisation/workplace's change management project plan other than the one developed for this assessment
To complete this task, you must:
Access and review Communication Plan that you updated in Simulated workplace Project Task 4.
Identify at least two areas of improvement in the Plan, based on your changes implemented in Simulated workplace Project Task 6.
If you're referring to the Change Management Project Plan from this project assessment, you can base your areas of improvement on any of the following:
Areas of improvement identified from Simulated workplace Project Task 5
If you're referring to the Change Management Project Plan from your own workplace, you can base your areas of improvement on any of the following
Any other areas you find from the Change Management Project Plan that require modification
Modify the section in the Change Management Project Plan document based on your findings. Outline the modifications done using the version control section of your Change Management Project Plan document.
Review Simulated workplace Project Task 7 - Assessor's Checklist before starting this task.
This form outlines the following:
Resources you are required to access to complete the task.
All criteria your submission must address to satisfactorily complete this task.
You assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.