Student Name: Student ID:
Group: Date:
Type of Assessment
This summative assessment will enable your Assessor to make a judgement of competency based on the submission of your completed assignments against the requirements of this unit of competency.
Assessor Instructions
The Assessment Benchmark developed for each unit of competency is the evidence criteria used to judge the quality of performance (i.e. the assessment decision-making rules). Assessors must use these benchmarks to make judgement on whether competency has been achieved and to determine if the participant has performed to the standard expected to meet unit requirement and learning outcomes. Competency results for each unit are recorded in the Record of Assessment Form.
Reasonable Adjustment
Careers Australia will allow flexibility in relation to the way in which each unit is delivered and assessed based on the student’s requirement. The following are the reasonable adjustments for this unit:
Reasonable Adjustment for this unit College Based On Line Delivery
assistance of a Learning Support Teacher for LLN issues Yes
Yes
modifications to physical environment, eg wheelchair access Yes
Not available
changes to course design, eg instead of written assessment task – change to verbal questioning & assessor to write the answers Yes
Not available
Assessment Coding
Assessment of this program of study is based on competency based principles.
S = Satisfactory
NS = Not Satisfactory
Students who fail to perform satisfactorily for the assessment in the prescribed date may be assessed as ‘not satisfactory’. You are required to be assessed as ‘Satisfactory’ on completion of Assessments assigned by your assessor for this unit of competency.
Re-assessment
Any re-assessment is conducted as soon as practicable after you have been informed of the requirement to be re-assessed and have been given the opportunity to be re-trained and assimilate the training. You are re-assessed in only the areas assessed NS. It is at the assessor/s discretion to re-assess the entire assessment should it be demonstrated an overall understanding of this unit has not been achieved. Students that are assessed “satisfactory” after re-assessment of areas deemed NS will achieve competency for this assignment.
I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australia’s appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory’ in all parts of the assessment to gain a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to disciplinary action (refer to student handbook).
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Training Centre

Hints: - The following hints will assist when preparing reports for submission
Report format:
Executive summary
An executive summary is a very useful tool in communicating your information to busy people. It is essentially a short summary (often no more than a page) of the report objectives, findings, and conclusions.
Contents
Any report over three pages in length should have a list of contents. A list of contents not only helps people find their way around the report but it also gives an indication of what is in the report and the structure.
Introduction
The introduction should set the scene for the report by concisely describing the reason for the report and the background or history relevant to the report.
Body
The body should address the main information including:
• objectives of the review;
• how the review was conducted, who was consulted, etc; and
• results of the review and key issues identified.
Summary/Conclusions/Recommendations
Your conclusions should be clearly justified with reference to the results of the review. Your recommendations should be made twice, briefly in the opening summary or Executive Summary and then in more detail in the recommendations section.
Useful links to assist with assigned tasks.
http://www.fairwork.gov.au/
https://www.humanrights.gov.au/commission-website-information-employers-3
https://www.ato.gov.au/
http://www.safeworkaustralia.gov.au/sites/swa/model-whs-laws/model-whs-regulations/pages/regulations
http://www.business.gov.au
http://asic.gov.au/regulatory-resources/financial-reporting-and-audit/
This information is to be handed to each student to outline the assessment requirements.
Assessment due date: This will be aligned to Session Plan
Note: If you elect to use your organisational information to complete the assignment you will be required to supply supporting documentation (i.e. reports, policies and procedures that you reference in your answers)
Scenario: You are to assume the character of Hanz Konig, Head of Operations, CA City Department Store. As Head of Operations each year you develop a 12 month Operational Plan for the Department Store. The plan period is 1 July to 30 June.
You may use the scenario provided or your own workplace scenario to answer the questions below.
Task 1
You are required to develop an operational plan for the next 12 months. Complete each of the following tasks to create your plan. You may elect to use the template operation plan provided; or you may use an alternative format, just ensure all task elements are completed.
1.1
a) Describe models and methods for operational plans to be successful in organisations? (Minimum 30 words)
b) Identify the key stakeholders that you would consult with to seek approvals in establishing your resource requirements? (Minimum 30 words)
Put answers here under each question 1.1 must be answered
1.2 You will need to consider how to implement a consultation process when developing your operational plan. Provide a flow chart to depict implementation and management of the consultation process from the initial development stage through to approval of the operation plan. (Minimum 75 words) put 1.2 Put answer here for 1.2
1.3 The Managing Director, Esther Smithers, has confirmed the following strategic organisational objectives for the forthcoming operational year:
Increase revenue through targeted marketing campaigns
Reduce operational losses from shrinkage
Increase sales generated from return customers
Reinforce current brand reputation for being an organisational leader in ethical and environmental responsibility
Increase workplace diversity
Establish a minimum of one operational plan activity to support the achievement of each strategic organisational objective listed in the table above. What activity can you implement in your operational plan that will enable these objectives to be achieved? Input this information into your operational plan.
- Key Result Area
Activities Key Performance Indicator (KPI)
Target & Actual Accountability Budget Provision
Last Yr Target
Last Yr Actual
This Yr Target
- Key Result Area
Activities Key Performance Indicator (KPI)
Target & Actual Accountability Budget Provision
Last Yr Target
Last Yr Actual
This Yr Target
- Key Result Area
Activities Key Performance Indicator (KPI)
Target & Actual Accountability Budget Provision
Last Yr Target
Last Yr Actual
This Yr Target
- Key Result Area
Activities Key Performance Indicator (KPI)
Target & Actual Accountability Budget Provision
Last Yr Target
Last Yr Actual
This Yr Target
- Key Result Area
Activities Key Performance Indicator (KPI)
Target & Actual Accountability Budget Provision
Last Yr Target
Last Yr Actual
This Yr Target
1.4 Develop Key Performance Indicators (KPI) to measure your operational objectives. Remember to apply the SMART method to your KPI’s. You will need a KPI for each operational objective.
1.5 Refer to Appendix A. You will find a series of emails from your work colleagues. Using this information establish your Human Resource and Physical resource requirements and input this information into your operational plan.
Resource Requirements and Strategies
Identify required resources Strategy for procurement, usage, and reduction and/or elimination of waste

1.6 You have been provided with the department store risk management matrix. Analyse the information provided in this matrix and identify which of these risks will require a contingency plan?


1.7 Now you are required to review your risk assessment matrix and prepare a contingency plan for inclusion in your operational plan. You must have a contingency plan for all risks rated high and medium. Input this information into your operational plan.
Contingency planning
Identify possible event, emergency or crisis (risks) Contingency Strategy
Low response to targeted marketing campaign: due to lack of research and preparation due to resources
Increased control procedures for goods inwards and outward slow down services: More red tape- additional processes.
Customer loyalty program producing lower return on investment: due to lack of employee engagement.
Conflict over the use of resources and appropriate strategies: due to confusion over continuous improvement outcomes
Lack of perceived value for the diversity strategy: due to lack of perceived value for the diversity strategy
1.8 Shortly, you will need to write a proposal to gain approval for the operational plan resource requirements. Identify who you would speak with to get specialist advice to assist you with preparing this proposal.

1.9 You are now going to complete writing your proposal to the Managing Director, Esther Smithers, to gain approval for the resources you have identified as being required in your operational plan. You will need to estimate the cost of these resources and explain how you arrived at this estimation (with whom you consulted). The proposal has been started for you in the email below:-
Outbox: Hanz Konig CA City Mail

To
Subject
Good Morning Esther,
As per your request I have been working on the operational plan for next year.
I have attached my draft operational plan for your review. There are some addition resources that will be required to support this operational plan.
Additional Resources requirements
Human Resources:
Financial Resources:
Risk Management and Contingency Requirements:
Consultation process:
Supporting documentation:
If you could please consider the above request for resources and provide your approval by return email.
Regards
Hanz Konig
Head of Operations

1.10 Congratulations your proposal has been approved. Your approved budget has been updated by the finance department. A copy is attached. You can now embed a copy of this budget into your operational plan.
1.11 Your draft operational plan is now complete.
a) Identify who you would need to contact to gain approval for your draft operational plan.
b) How will you ensure all key stakeholders understand the operational plan and are prepared to follow the direction and work towards the operational goals?
Task 2
Now that you have your operational plan developed you can turn your attention to preparing strategies to implement and support the plan. You will need to plan and manage your resource acquisitions.
2.1 Explain two strategies you will implement to recruit, induct and develop the required personnel and seek approval through human resources for the operational plan. Hint: Remember to refer to the CA City Group Policy and Procedures, if you are using the scenario provided.
2.2 Explain two strategies you will implement to acquire/manage the physical resources and services required for your operational plan. Hint: ensure you note the organisation’s current practice and culture as reinforced by the organisational strategic objective, “Reinforce current brand reputation for being an organisational leader in ethical and environmental responsibility”.
2.3 For each environment sustainability practice listed below, identify one initiative that you could elect to include in your operational plan that would improve resource usage or reduce inefficiencies and waste:
• Reduce-
• Reuse –
• Recycle-
2.4 It is critical to recognise and incorporate requirements for intellectual property rights and responsibilities. How will you ensure this is implemented in the operational plan towards the following?
• Acquisition of resources and services
• Recruitment processes
Task 3
Your plan implementation has been successful and the team is eagerly working toward the operational direction. You now need to monitor and review your operational plan.
3.1 Develop a key stakeholder report that will provide details of the operational plan progress. You will of course be monitoring your agreed KPI’s established in the plan. You may use Microsoft Word or Excel to prepare the report.
3.2 Your operational plan has now been in place for two reporting quarters. Refer to appendix B to see the budget forecast v actuals. You are required to:
a) Review the progress of your budget forecast v actuals and calculate the variances for each quarter.
b) Complete the following calculations:
• Return on advertising investment (you are to calculate the ROI for the second quarter using the planned budget figures and the actual budget results)
ROI on planned advertising forecast:
ROI on actual budget results:
• Reduction in stock shrinkage (calculate second quarter results only and show as percentage of forecast)
• Labour to sales results (calculate for second quarter results only)
• Percentage of operating expenses invested in external consultancy (planned versus actual; calculate for second quarter results only)
c) Review the operational objectives and analyse the financial calculations and variances. Comment on the performance of your operational plan.
d) Draft an email to the CEO to provide a summary of your operational plan performance.
3.3 A colleague, Department Manager, Footwear, has asked you for some help. You have agreed to keep the exchange confidential. They show you the financial reports for their department. These are located in Appendix B.
a) They have asked if you could calculate the following:
• Gross profit margin
• Net profit margin
• Overhead expenses to sales
• Earning to sales ratio
Ratios Forecast Actual
Gross profit margin
Net profit margin
Overhead expenses to sales
Earnings to sales ratio
b) Summarise the current performance of this department.
c) What recommendations would you make to this Department Manager?
d) The Manager has taken on your recommendations and has asked you about how you go about coaching your staff. Explain the coaching process and provide detail on what skills are essential for effective coaching (100 word min).
Task 4
The introduction of new technology into a workplace will always generate a need for training and development. In line with the organisational objective “Increase sales generated from return customers” the Marketing Manager has procured a beacon equipped mannequin for the store. The mannequin is micro-location based technology that uses Bluetooth low energy for communication with beacon enabled devices. Therefore is a customer with an enabled smartphone app is within a 50 metre radius of the mannequin, the beacon sends a signal providing them with useful information, such as details of the items being displayed on the beacon; the price; where to find the items in the store. The technology is on trial, with the view to using this as a strategy to build in a reward and recognition program for returning customers (customer loyalty program).
4.1 Develop a training plan for your department staff. You plan will need to provide for coaching and mentoring strategies to support this mannequin initiative. Include in your plan:
• Who will need training and development
• What coaching and mentoring strategies will be implemented
• Who will be responsible
• Estimate of associated costs
• Timeline for training implementation
4.2 It is now three months later, and the new mannequin beacon technology has been a successful initiative. Your sales records indicate an increase in return customer sales of 10%; in addition to an increase in add on sales of 7%. The ‘add on’ sales are attributed to the beacon, as it directs customers quickly and easily to the additional accessory items which are on display. The Managing Director has requested that you review your operational plan, with the view of expanding on this initiative.
This sounds like a great initiative, however, you are aware that a number of sales staff are feeling a bit insecure with the new technology, they fear there will be less requirements for sales staff in the future. You will need to consider how you can overcome this resistance to change.
a. What are some of the necessary negotiation skills that you will need to put into practice?
With further consideration you believe the best approach would be phase in the additional beacons. Your thoughts are to purchase two new beacons each month, for the next six months. In addition, you believe there should be some incentive for the sales staff to utilise the new technology. Perhaps this may overcome some of the resistance. Your thoughts are to have a reward system around the ‘add on’ sales generated by the new technology and converted by the sales staff.
b. Draft an email outlining your recommendations to the Managing Director and request approval.
4.3 You will need to ensure that you develop and implement systems that monitor the performance of your operational plan. You have provided your employees with training and implemented new marketing strategies, but how will you measure how well the employees are using their new skills to support the marketing activity? Review your organisational policies and procedures and identify what policy is in place to guide you? (Hint: for CA City scenario you will find the CA City Retail Group Employee Handbook useful).
Templates:

Appendix A
Inbox: Hanz Konig CA City Mail
From
Subject
Good afternoon Hanz,
In response to your request for marketing assistance for next year’s operational plan, you will need to gain approval for the following:
• Two additional contract employees, for a six month period, for the undertaking of market research on target campaign strategies (usually sourced at $38 per hr.)
• An experienced marketing representative contracted for the development of customer loyalty programs, minimum 12 month term ($45 per hr.)
We are stretched to the limit here with our current personnel, it is NOT an option for us to provide this service without appropriate resource availability. Or, I guess you could look at outsourcing but last time this was a disaster.
Marketing material cost will be in addition to the above- you can allocate what your feel appropriate to your budget.
Let me know if you have any questions.
Regards
Richard Burton
General Manager Marketing


Inbox: Hanz Konig CA City Mail
From
Subject
Hello Hanz,
Thank you for your phone call yesterday regarding the operational plan for next year.
Great to hear your enthusiasm for our impending year.
I would be pleased to assist you in investigating some strategies to diversity the workplace within the department store.
The current employment figures you asked for are below:
Fulltime Part time Casual Over 50yrs age Under 24yrs age Identified as Indigenous or Torres Strait Islander English as second language Person with a disability
Male 20% 8% 5% 2% 10% 1% 5% 1%
Female 80% 47% 35% 10% 22% 1% 5% 0%
I have also confirmed that our strategic preference for the incoming year is to recruit department managers from internal sources wherever possible.
We may need to catch up and discuss some training and development and/or secondment strategies.
With regard to the focus group for resource usage and waste efficiencies, I will email an expression of interest out to the workforce. I am really sure we will have some staff keen to participate.
Regards
Lucy Lowinsky
Director of Human Resources


Inbox: Hanz Konig CA City Mail
From
Subject
Good Morning Hanz,
I have been giving some thought to the discussion we had last week regarding the shrinkage levels.
I spent a couple of working days reviewing our goods handling procedures and I have consulted with the team. I am sorry to say that there are no obvious procedural issues that may be leading to our stock loss. It is apparent that we have never had any expert advice in this regard, so perhaps I could suggest that this be considered this year?
Whilst in conversation with the team, I learnt that when Bob left the company’s employment early last year, we omitted to have him return his keys to the warehouse door. We will need an additional set of keys. Are you able to organise this?
I have also been told that one of the warehouse forklifts have been out of action for over six months. I am not sure how we go about getting the forklift serviced. Are you able to advise?
Thank you for your help mate.
Tom Brown
Warehouse Dispatch Supervisor
Appendix B
Financial data for CA City Department Store
Budget information:
CA City Department Store Budget
Approved Budget Actuals
Budget Ist Quarter 2nd Quarter 3rd Quarter 4th Quarter Ist Quarter 2nd Quarter 3rd Quarter 4th Quarter
$
Sales Revenue Forecast 39,200,000 9,800,000 9,800,000 9,800,000 9,800,000 9,800,000 9,995,000
Less Cost of Goods Sold
Stock as at July 1
Add purchases 18,440,000 4,610,000 4,610,000 4,610,000 4,610,000 4,610,000 4,495,000
Sub total 18,440,000 4,610,000 4,610,000 4,610,000 4,610,000 4,610,000 4,495,000
Less stock as at June 30 8,000,000 2,000,000 2,000,000 2,000,000 2,000,000 2,000,000 1,857,000
Cost of Goods Sold 10,440,000 2,610,000 2,610,000 2,610,000 2,610,000 2,610,000 2,638,000
Gross Profit 28,760,000 7,190,000 7,190,000 7,190,000 7,190,000 7,190,000 7,357,000
Operating Expenses
Advertising 525,000 131,250 131,250 131,250 131,250 145,000 155,000
Accounting 255,000 63,750 63,750 63,750 63,750 63,750 63,750
Merchandise costs 260,000 65,000 65,000 65,000 65,000 62,000 60,000
Bank fees 100,000 25,000 25,000 25,000 25,000 25,000 25,000
Postage 10,000 2,500 2,500 2,500 2,500 2,500 2,500
Power 408,000 102,000 102,000 102,000 102,000 102,000 102,000
Insurance 550,000 137,500 137,500 137,500 137,500 137,500 137,500
Motor vehicle 62,000 15,500 15,500 15,500 15,500 15,500 15,500
Lease 1,820,000 455,000 455,000 455,000 455,000 455,000 455,000
Legal 650,000 162,500 162,500 162,500 162,500 142,000 140,000
Phone/internet 380,000 95,000 95,000 95,000 95,000 94,000 96,000
External consultancy 30,000 7,500 7,500 7,500 7,500 3,500 3,000
Professional services * 5,000 1,250 1,250 1,250 1,250 0 500
Employee Training 300,000 75,000 75,000 75,000 75,000 55,000 40,000
Corporate Travel & Accom 550,000 137,500 137,500 137,500 137,500 137,000 142,000
Repairs and Maintenance 1500 375 375 375 375 250 370
Shrinkage 20,000 20,000 20,000 20,000 25,700 22,400
Salary Costs
Wages 5,259,410 1,314,853 1,314,853 1,314,853 1,314,853 1,214,800 1,311,200
Superannuation 486,495 121,624 121,624 121,624 121,624 112,369 121,286
Total Expenses 11,652,405 2,913,101 2,913,101 2,913,101 2,913,101 2,792,869 2,893,006
Projected Operating Profit/Actual Operating Profit 17,107,595 4,276,899 4,276,899 4,276,899 4,276,899 4,397,131 4,463,994
*Includes external recruitment agencies
Financial report- Footwear Department (Task 3.3)