Define project and develop plan
Submission details
Candidate’s Name Phone No.
Assessor’s Name Phone No.
Assessment Site
Assessment Date/s Time/s
The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details.
Performance objective
Candidates will demonstrate knowledge and skills required to define projects and develop project plans.
Assessment description
Using the workplace scenario information provided, you will determine the scope of a project and develop a portfolio of draft planning documentation to discuss with your Operations General Manager (the assessor). You will then negotiate aspects of the project with your assigned project team. Finally, you will submit final planning documentation for approval.
Procedure
1. Review the simulated business documentation, including policies and procedures, in the document ‘Max Lionel Realty.docx’. Review templates contained in the document ‘Project planning templates.docx’ for possible use or adaptation in completing project requirements.
2. Review the scenario information provided in Appendix 1.
3. Receive details from Operations General Manager (the assessor) of your project team, cost, skills, and suggested project deliverables and timeframes.
4. Determine project scope. Develop appropriate initiation and scope documents for discussion with Operations General Manager (the assessor).
5. Determine additional documentation required to determine project and develop deliverables.
6. Define project stakeholders. Determine how you will engage and manage stakeholders to achieve project objectives. Develop communication and stakeholder management plans for discussion.
Note: Consider scenario information and organisational structure to determine stakeholders and stakeholder interests.
7. Identify personal responsibilities and reporting requirements.
8. Determine relationship of project to other projects, systems, business operations, strategic aims of organisation, and external legislative requirements.
9. Determine resources and access to resources. Consult with Operations General Manager (the assessor) to clarify if necessary.
10. Determine project management tools, such as software (e.g. Microsoft Word, MS Excel, and MS Project) and templates, etc.
Note: You may use software tools or use or adapt the templates provided.
11. Using an appropriate project management tool, develop your project plan (version 1). Include:
a. work breakdown structure: stages of development or of task completion (Design, Develop, Implement, Evaluate); opportunities for (peer and stakeholder) review and feedback; coordination of roles and sharing of responsibility for deliverables; dependencies
b. timelines
c. roles and responsibilities for each team member
d. resourcing requirements.
12. Develop a risk management plan for your project (version 1) for discussion. Include consideration of WHS risk management. Identify, assess and suggest treatment of at least three additional risks, including financial risk. Record risks on a risk register and complete a risk assessment document for each risk.
Note: You may use software tools or use or adapt the templates provided.
13. Develop a budget (version 1) for the project.
Note: You may use software tools or use or adapt the template provided.
14. Meet with Operations General Manager (the assessor) to discuss:
a. project scope
b. additional documentation required to determine project and develop deliverables.
c. project stakeholders
d. personal responsibilities
e. relationship of project to other projects, systems, strategic aims of organisation
f. resources and access to resources
g. portfolio of documents:
i. project initiation and scope documents ii. project plan (version 1) iii. risk management plan (version 1) iv. budget (version 1).
15. Ask for feedback from your Operations General Manager (the assessor) on your version 1 drafts and ensure understanding of any additional project issues or changes to project parameters.
16. Meet with your project team to:
a. negotiate roles and responsibilities
b. Agree on version 2 of documents for approval by Operations General Manager (the assessor):
i. project plan (version 2) ii. risk management plan (version 2)
iii. budget (version 2).
c. Incorporate Operations General Manager (the assessor) feedback into planning project:
Note: The meeting will be observed by your assessor. Follow your communication plan or agree to a time and date.
When meeting with your team, be:
i. professional
ii. accommodating and conscious of varying skill levels, interests, backgrounds
iii. submit documentation as per specifications below.
Specifications
You must:
? meet with Operations General Manager to discuss project scope and portfolio of planning documents
? participate in project meeting/s with project team
? submit:
? project initiation and scope documents, including: a project brief; a project scope; a stakeholder analysis; a communication plan; roles and responsibilities; project snapshot
? a project plan (version 1 and version 2)
? a risk management plan (risk register and risk assessment for each of four risks) (version 1 and version 2)
? a budget (version 1 and version 2).
Your assessor will be looking for:
? communication and negotiation skills to work with team members and other stakeholders to maintain project schedules
? literacy skills to read, write and review a range of documentation
? planning and organising skills to develop project plans
? numeracy skills to analyse data and to compare timelines and implementation costs against budgets
? culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities
? knowledge of relevant legislation from all levels of government that may affect aspects of business operations, such as:
? anti-discrimination legislation
? ethical principles
? codes of practice
? privacy laws
? environmental issues
? WHS
? knowledge of organisational structure and chains of authority and communication within the organisation
? knowledge of how the project relates to the organisation’s overall mission, goals, objectives and operations.
Adjustment for distance-based learners
? No variation of the task is required.
? A follow-up interview may be required (at the discretion of the assessor).
? Documentation can be submitted electronically or posted in the mail
? Meetings may be conducted and observed live or via an appropriate teleconferencing tool.
Appendix – Scenario
Max Lionel Realty
Max Lionel Realty (MLR), in order to build customer goodwill and satisfy its legal and ethical obligations, has decided to implement a program to:
? inform agents of legal and ethical obligations (particularly with respect to WHS and anti-discrimination legislation) and any standards or codes of conduct followed by the organisation
? promote high standards in professional conduct (see Real Estate Institute of
Victoria (REIV) Code of Conduct and relevant legislation)
? inform clients, tenants and potential tenants of MLR’s commitments ? achieve employee and client buy-in for initiative.
You are an external consultant (from Ace Consultants) contracted to project manage activities to achieve the objectives above.
Quality standards for deliverables:
? clearly communicate legal obligations and REIV obligations
? contain as content or support company strategic directions
? no grammar or spelling errors
? professional but friendly language
? fair and flexible delivery for intended audience
? meet audience requirements and sensitive to information needs, cultural diversity.
Previous needs analysis for the project has uncovered characteristics and requirements of Residential and Commercial Agents and Clients:
Agents Clients Tenants
? under stress; time poor
? highly trained and competent in selling and managing real estate
? unaware of legal, ethical requirement. just want to please clients
? even if aware, have no idea how to apply to daily client practice ? cynical: e.g. ‘why do I have to pay attention to MLR’s internal business? I just want them to manage my property.’ ? time poor
? not sure of MLR obligations and commitment to best-ofbreed client service and ethical practice, REIV code of conduct ? sometimes feel discriminated against on basis of:
? lifestyle
? family status
? cultural background
? income, etc.
Agents Clients Tenants
? unclear on overall strategic aims of MLR ? culturally diverse. ? feel it’s the agent’s obligation to fill rental/lease properties according to client wishes: e.g. ‘I choose who lives in/leases my property’
? culturally diverse. ? residential agents have been rude or insensitive on occasion: e.g. ‘you wouldn’t treat your rich clients or investment partners this way’
? do not feel they are adequately consulted
? residential/commercial agents/clients have let themselves in without consultation
? inspections are sometimes unannounced.
Project conditions are as follows:
? Six to eight team members (two to four candidates plus four virtual team members) who must be utilised and budgeted for. Operations General Manager (the assessor) will determine composition of project team.
? The structure of the work should include roles for project sponsor, technical experts, quality assurance of deliverables, project manager (yourself initially and, after provisional approval, as negotiated with your team), and roles and responsibilities for each team member to achieve the deliverables according to standards, etc.
? All reasonable resources (e.g. access to a room, computers, software and templates) will be provided. Paper and telecommunications costs, for example, to be covered by candidates. All resources must be costed and included in your budget.
? Budget: $15,000.
? Your Operations General Manager (the assessor) will suggest project deliverables, for example, presentations, information sessions, posters, promotional materials, etc. You may determine your own specific deliverables so long as they are agreed to with stakeholders, meet project objectives, and adhere to budgetary constraints.
? Project timeframe to be determined by Operations General Manager (the assessor as project sponsor).
? Project should include design, development, implementation and evaluation stages (with periodic quality review).
? Project status reports are due at 25%, 50% and 75% of allotted timeframe.
? Project must be coordinated with other organisational projects, operations, etc.
Identify and establish documentation standards
Submission details
Candidate’s name Phone no.
Assessor’s name Phone no.
Assessment site
Assessment date/s Time/s
The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
You will need to demonstrate skills and knowledge required to identify and establish document standards in an organisational context.
Assessment description
In response to a simulated business case study and a scenario, you will answer and submit written answers to four questions.
Procedure
1. Read the scenario in Appendix 1 and make sure you have received the Adept Owl simulated business documentation provided by you assessor.
2. Read through the questions provided in Appendix 2 of this task.
3. Respond to the questions by referring to the Adept Owl simulated business documentation provided by your assessor and the scenario in Appendix 1.
4. Submit written answers to your assessor within an agreed timeframe and in an agreed format. Ensure your answers reflect specifications as outlined below. Keep copies of all submitted materials for your records.
Specifications
You must provide:
? written answers to four questions (provided in Appendix 2).
Your assessor will be looking for responses to questions that demonstrate:
? literacy skills to read and interpret policies and procedures
? research and analysis skills to evaluate content, structure and purpose of technical texts, and to adapt task instructions to suit changes in technology
? knowledge of cost constraints
? knowledge of document production processes
? knowledge of key provisions of relevant legislation and regulations, codes and standards that may affect aspects of business operations, such as:
? anti-discrimination legislation
? ethical principles
? codes of practice
? privacy laws
? knowledge of sources of expertise that are external to the organisation or workgroup.
Adjustment for distance-based learners
? No changes are required to the assessment procedures or specifications.
? Submitted answers to questions may be in electronic or paper-based format.
Appendix 1: Adept Owl scenario
Background
Adept Owl produces high-quality, entertaining board, card and puzzle games for the enjoyment of all ages. According to the company’s vision, Adept Owl intends to establish its reputation within five years, ‘as one of the finest, most innovative and entertaining board game developers in Australia’. To achieve this goal, the company will need to engage in several strategic directions:
? engaging with customers
? developing and improving products and production
? supporting innovative thinking, management and leadership skills
? creating a high-performing organisation
? ensuring sustainable materials and processes are used in manufacture and distribution.
On the level of creating, maintaining and storing company documentation, these strategic directions are supported by specific activities, for example:
? creating standards for documents, in the form of a style guide, to improve readability (for internal and external customers) and to promote a consistent lookand-feel
? creating procedures for document production that ensure consistent, high-quality outcomes and efficiency
? designing templates and standard text – in conformity with the style guide and production procedures – to improve workflow further
? developing people-focused implementation strategies – for example delivering training on documentation – to ensure the cooperation of all staff in the maintenance of document quality, sustainability, and legal and ethical compliance.
As a new member of the administration team, with a responsibility for team leadership and document design and development, your first order of business is to identify the existing documentation standards at Adept Owl.
In order to plan for meeting current and future organisational needs, you will need to consider current performance and administration team capability.
Administration team performance
The administration team at Adept Owl performs a range of documentation tasks. These tasks are grouped into several main areas of activity, which provide the basis for measuring performance that drives organisational outcomes.
The administration team at Adept Owl uses the following performance scorecard, which includes various targets for documentation output and quality.
Performance area Performance metric (KPI) Target Outcomes
Customer focus Per cent of documents conforming to the style guide 100% ?
Productivity Average time (per mail-out) to edit the letter being sent 30 minutes ?
Average time per mail merge 5 minutes ?
Data entry error rate 3% ?
Employee development Number of training hours per employee 20hrs per employee per quarter ?
Expense Average cost per mail-out
(excluding postage) $100 ?
Average labour cost per page of edited text $50 ?
Sustainability Average sheets of paper used per letter 3 sheets ?
Average toner use per quarter 10 cartridges ?
Compliance Identified breaches of legislation, including WHS/OHS, antidiscrimination, privacy 0 incidents ?
Privacy related complaints 0 incidents ?
Administration team capability
The administration team has identified six key skills that each team member will need to perform at a practitioner level (see the legend for clarification of levels) or above:
Team member and current capability
Work task You (team leader) Pat Sam Kim
Creating and using templates in Word and Excel.
Creating and using macros in Word and Excel.
Creating and using mail merge features in Word.
Creating and using form fields in Word.
Creating and using drop down lists in Excel.
Creating and using formulae in Excel.
Legend:
Untrained – Team member has no training.
Learner – Team member cannot perform task independently.
Practitioner – Team member can perform task independently with supervision.
Operator – Team member can perform task independently.
Coach – Team member can train others to perform task.
Current business needs
In attempting to achieve its wider business goals, Adept Owl has a number of current specific business needs relating to the skills capability and performance of the administration team in designing and using documentation.
Letter mail-outs
One of the most common tasks undertaken by the team is writing letters to both internal and external customers. In all cases such letters need to conform to Adept Owl house styles. Currently letters are created from scratch. Mass mail-outs present a problem for efficiency as letters are created individually. This practice presents a problem with respect to consistency and wastage of resources. A standard procedure for completing a mass letter mail-out including a mail merge that is consistent with existing letter standards is required. In the interest of budgetary control, only existing organisational software should be required. The entire mail merge process should take no more than 5 minutes to perform.
Expense reporting
One type of document the organisation currently lacks standard processes for is expense reporting. Staff use a range of methods to report expenses. There are several problems associated with this arrangement. Staff complain about the time needed to input expenses. Administration staff complain about the lack of consistency, including incorrect or incomplete coding of expenses. Allowable expenses codes are:
? Food
? Transportation
? Communication
? Training ? Other.
A standard procedure for creating expense reports that encourages the use of time-saving macros is required. In the interest of budgetary control, only existing organisational software should be required. The entire procedure should take no more than 5 minutes to perform.
Future business needs and capability
At this point it is unclear whether the organisation’s software list will be sufficient to take the organisation through the next five years. The advent of social media platforms (Web 2.0) and their use in both internal and external business communications/marketing and digital publishing technologies present both challenges and opportunities for Adept Owl. Unfortunately, current software capability within the administration team means that the team is barely proficient to use Microsoft Office and they will likely struggle with complex document tasks without further training or recruitment to bolster capability.
Appendix 2: Test questions
Question 1
As a new member of the team you will need to identify organisational requirements.
Referring to the Adept Owl scenario in Appendix 1, the Adept Owl style guide and procedures, identify:
? one requirement for information entry
? two requirements for file naming and storage
? two requirements for output or quality of document design and production
? two compliance requirements – explain how the existing Adept Owl processes help ensure compliance with one piece of legislation and identify and explain one possible code of practice or standard relevant to document production for possible improvement of processes.
Question 2
Evaluate Adept Owl’s present and future information technology capability to satisfy document design and production needs.
? With respect to human resource capability, where are the skills gaps that exist currently within the administration team?
? How could the skills gaps be closed in keeping with organisational practices?
? What future IT capability needs (both physical and human) could the organisation have with respect to document design and production within the next 2–5 years? Identify at least one source of external advice or information you have used to help you make this evaluation.
? What changes might be required to the Adept Owl style guide and procedures to take account of anticipated technological changes?
Question 3
Referring to the Adept Owl style guide and procedures, identify three types of documents used and required by the organisation.
Question 4
Develop a short procedure for either (a) a mass letter mail-out or (b) the creation of an expense report. Ensure your procedures:
? follow general style requirements of the Adept Owl style guide; include at least two references to the style guide or procedures, for example, storage or use of fonts or headings
? adhere to information, budget and technology requirements outlined in the scenario in Appendix 1.
Administer and monitor project
Submission details
Candidate’s Name Phone No.
Assessor’s Name Phone No.
Assessment Site
Assessment Date/s Time/s
The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details.
Performance objective
Candidates will demonstrate knowledge and skills required to administer and monitor projects.
Assessment description
Using the workplace scenario information provided, you will work collaboratively with your project team to administer and monitor a project (initiated, planned and discussed in Assessment Task 1) in order to achieve the project deliverables.
Procedure
1. Review the simulated business documentation, including policies and procedures in the document ‘Max Lionel Realty.docx’. Review templates contained in the document ‘Project planning templates.docx’ for possible use or adaptation in completing project requirements.
2. Review the scenario information provided in Appendix 2.
3. Determine monitoring and record-keeping system requirements from scenario for project as planned.
4. Determine personal need for support.
5. Meet with the team to:
a. clarify roles and responsibilities and ensure written record of agreement, e.g. obtain signatures on roles and responsibilities template provided
b. determine need for support and inform team members of your support needs
c. discuss monitoring and record-keeping systems as required by the organisation
d. discuss risk processes for identifying risks and risk management approaches.
Note: Minutes of these meetings should be attached to your project status reports. You may need to meet on several occasions. Meetings may be observed by your assessor. Follow your communication plan or agree to a time and date.
6. Plan to support a team member. Arrange suitable time with team member and assessor (to observe). You may, for example, provide assistance with deliverables, coach, train, etc.
Note: Ensure you adhere to budgetary constraints and timelines. All resources and time spent on the project will count towards expenditure.
7. Meet with team member to provide support.
8. Complete the following personal roles and responsibilities:
a. implement monitoring and record-keeping, using or adapting the template provided
b. develop project deliverables
c. ensure quality assurance on draft deliverables as required by your project plan.
9. Undertake risk management as per your project plan. Provide risk management reports (may include change requests and/or issues logs). Use or adapt the templates provided.
Note: Your Operations General Manager (the assessor) will inform your project team of contingencies that you will need to manage. Coordinate actions with your project team members. Each team member will have at least one contingency to manage.
10. Submit documentation as per specifications below.
Specifications
You must:
? participate in project meeting/s
? provide appropriate support to one team member
? submit:
? a written record of agreement with roles and responsibilities
? three status reports as per record-keeping requirements
? risk management reports: change requests and/or issues logs
? draft project deliverables for quality assurance
? final project deliverables.
Your assessor will be looking for:
? communication and negotiation skills to work with team members and other stakeholders to maintain project schedules
? literacy skills to read, write and review a range of documentation
? planning and organising skills to monitor and maintain implementation schedules
? numeracy skills to analyse data and compare timelines and implementation
? culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities
? knowledge of relevant legislation from all levels of government that may affect aspects of business operations, such as:
? anti-discrimination legislation
? ethical principles
? codes of practice
? privacy laws
? environmental issues
? WHS
? knowledge of organisational structure and chains of authority and communication within the organisation
? knowledge of how the project relates to the organisation’s overall mission, goals, objectives and operations.
Adjustment for distance-based learners
? No variation of the task is required.
? A follow-up interview may be required (at the discretion of the assessor).
? Documentation can be submitted electronically or posted in the mail.
? Meetings may be conducted and observed live or via an appropriate teleconferencing tool.
Appendix – Scenario
Max Lionel Realty
It is now time to implement the project you initiated, planned for and negotiated in Assessment Task 1.
Work with your team to achieve agreed deliverables on time, to budget, and up to the required standard. Manage contingencies and renegotiate project with stakeholders as required.
As per organisational project management record keeping system requirements, your Operations General Manager requires regular status reports to record: ? financial management and budget control
? project milestones, for example:
? quality review completion
? outcomes and deliverables.
Submit three status reports over course of project: at 25%, 50%, 75% of timeframe.
Risk management reports need to be submitted to the project sponsor for each contingency managed.
Recall the quality standards for deliverables:
? clearly communicate legal obligations, REIV obligations
? no grammar or spelling errors
? professional but friendly language
? fair and flexible delivery for intended audience
? meet audience requirements and sensitive to information needs.
Design and develop templates and standard text
Submission details
Candidate’s name Phone no.
Assessor’s name Phone no.
Assessment site
Assessment date/s Time/s
The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
You will need to demonstrate skills and knowledge required to design and develop templates and develop standard text for documents in an organisational context.
Assessment description
In response to a simulated business case study and a scenario, you will design and develop templates and standard text for two types of business documentation in accordance with business requirements and style guidelines. You will submit templates to others for feedback, then you will improve and resubmit your final templates. You will also prepare a written reflection in which you will demonstrate knowledge of the document production process.
Procedure
1. Read the scenario below.
2. In response to the scenario, and referring as required to the Adept Owl simulated business documentation provided, evaluate the purpose, audience and information requirements for a letter template and an expense report.
3. Develop a draft letter template, including standard text, that:
a. meets scenario requirements including information and audience requirements for standard text, style and tone
b. follows the Adept Owl style guide
c. includes at least one suitable editing macro (remember, to save a macro in a template, you need to Save As a Macro-Enabled Template)
d. includes fields for use with mail-merge.
4. Develop a draft expense report template (see example in Appendix 1) that:
a. meets organisational requirements set out in the scenario
b. includes at least one suitable macro to improve the usability of the expense report template
c. includes one other feature such as drop-down lists or form fields to further automate or standardise document production.
5. Agree a timeframe for usability testing with your assessor (acting in the role of a senior manager)
6. Develop a testing schedule in accordance with agreed timeframe.
7. Conduct peer usability testing with fellow learners and collect written feedback on templates. Specifically request feedback on readability, appearance and usability. Submit draft templates to assessor, who, in the role of a senior manager will provide feedback for improving template design from the standpoint of the organisation.
8. Make improvements to the two templates to incorporate feedback.
9. Print a hard copy of the final expense report according to organisational requirements.
10. Write a reflection in which you describe the process you undertook to design and develop standard text for the letter template and expense report template. Ensure you include a description of how you:
a. incorporated organisational and audience needs into your templates
b. reviewed, evaluated and selected technology and complex technical functions for use in automating document production, matching document requirements with software functions
c. reviewed and selected document designs and layout in accordance with organisational house style requirements
d. efficiently planned and tested templates and gathered feedback on usability within agreed timeframe. Describe user feedback. Describe testing process: testing of macros; testing of mail merge.
11. Submit documents to your assessor within an agreed timeframe. Ensure your documents reflect specifications as outlined below. Keep copies of all submitted materials for your records.
Adept Owl scenario: Design and develop standard text
As a new member of the administration team, with a responsibility for team leadership and document design and development, you will need to lead and manage template development.
One of the most common tasks undertaken by the administration team is writing letters to both internal and external customers. To conform to business requirements, such letters need to adhere to Adept Owl house styles and use Microsoft Word. The team and organisation require easy-to-use templates to facilitate letter writing and editing for a range of purposes and associated information content, for example marketing mail-outs and internal communication. Macros may be useful for a range of editing functions:
? replacing multiple spaces with a single space
? replacing soft returns with paragraph breaks
? removing spaces that occur directly before or after paragraph breaks
? removing spaces that occur directly before or after tabs ? replacing multiple tabs with a single tab.
Currently, letters are created from scratch. Mass mail-outs present a problem for efficiency as letters are created individually. This practice presents a problem with respect to consistency and wastage of resources.
In particular, a letter template for production delays is sorely needed to standardise the organisation’s communications with affected customers. See Appendix 1 for content requirements and audience needs.
Another type of document the organisation currently lacks standard templates or processes for is expense reporting. Staff use a range of methods to report expenses. There are several problems associated with this arrangement. Staff filling out reports complain about the time needed to input expenses. Administration staff complain about the lack of consistency, including incorrect or incomplete coding of expenses.
There are several business needs associated with expense reporting. For example, allowable expenses codes are:
? Food
? Transportation
? Communication
? Training ? Other.
See Appendix 1 for details on information and formatting needs for both the letter and spreadsheet templates.
Finally, according to recent staff feedback, an expense report template that takes advantage of time-saving macros is required. For example, macros could save time by clearing fields or calculating totals.
Specifications
You must provide:
? draft and final templates for a letter and an expense report
? testing schedule
? copies of the written feedback on templates, for example mark-ups, emails, notes ? written reflection on process of document production undertaken.
Your assessor will be looking for templates and a written reflection that demonstrate:
? literacy skills to:
? read and interpret policies and procedures
? review and select technological designs
? consider aspects of context, purpose and audience when designing and formatting texts
? technological skills to manage design requirements and layouts
? knowledge of document production processes
? knowledge of the functions of a range of software applications, including desktop publishing (formatting), word processing and spreadsheets
? knowledge of organisational policies and procedures relating to document design and formatting.
Adjustment for distance-based learners
? No changes are required to the assessment procedures or specifications.
? Templates can be provided to testers (fellow learners and assessor) electronically (via email, social media, etc.) and feedback received electronically (via email, social media, etc.).
? Submitted documents may be in electronic (or paper-based format where relevant).
Appendix 1: Information and formatting requirements
Production delay letter template
Content:
? Opening paragraph: thanking the customer for their purchase and informing there is a delay
? Body content: apologising for delay; stating the reasons for the delay, and expected date of delivery
? Closing paragraph apology for inconvenience and an invitation for contact if required.
Style:
? Professional
? Formal language
Tone:
? Friendly
? Apologetic
Expense reporting spreadsheet template
Presentation:
? Spreadsheet must be able to be printed on a single A4 page; landscape or portrait.
Dates:
? Data entry must be constrained to: date format only.
? Data entry must be formatted to: short date form.
Department:
? Must be chosen from list: Sales & Marketing, Administration, Executive, Operations, Dispatch, Logistics.
Expense types:
? Must be chosen from list: Food; Transportation; Communication; Training; Other.
Item description:
? Data entry must be constrained to: text only.
? Data entry must be formatted to: italics.
Client ID number:
? Must be chosen from list: NA, AO-2006-0046, AO-2006-0050, AO-2008-0049, AO2009-0047, AO-2009-0051, AO-2009-0052, AO-2009-0053, AO-2010-0045, AO2010-0054.
Purchase or estimated amount, value or cost:
? Data entry must be formatted to: accounting.
Receipt attached?
? Must be chosen from list: Yes, No.
Finalise and review project
Submission details
Candidate’s Name Phone No.
Assessor’s Name Phone No.
Assessment Site
Assessment Date/s Time/s
The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Submit this document with any required evidence attached. See specifications below for details.
Performance objective
Candidates will demonstrate knowledge and skills required to finalise and review projects.
Assessment description
Following on from Assessment Tasks 1 and 2 and using the workplace scenario information provided, you will, drawing on consultation with your project team, complete financial record keeping, reassign staff to roles, complete project documentation for sign-off and review project outcomes against project scope and plan. You will then produce a report on the project for stakeholders.
Procedure
1. Review the simulated business documentation, including policies and procedures, in the document ‘Max Lionel Realty.docx’. Review templates contained in the document ‘Project planning templates.docx’ for possible use or adaptation in completing project requirements.
2. Review the scenario information provided in Appendix 3.
3. In consultation with your project team, complete financial record-keeping for the project:
a. compare budgeted spend with actual
b. produce a budget variation report.
Note: You may use or adapt the template provided. Meetings may be observed by your assessor. Follow your communication plan or agree to a time and date.
4. In consultation with your project team and management, assign project team members to roles. Obtain agreement on new roles and responsibilities. You may use or adapt the template provided (under initiation and scope) to record agreement on new role descriptions.
Note: Meetings may be observed by your assessor. Follow your communication plan or agree to a time and date.
5. Produce a handover report for the Project Sponsor (the assessor) for sign-off. You may use or adapt the template provided.
6. In consultation with your project team:
a. review the project’s outcomes against objectives, including budgetary performance
b. review team processes
c. review the project management tools used, evaluate their contribution to the project and discuss possible alternatives
d. discuss lessons learned from implementation of the project.
Note: You may use or adapt the post-project review meeting agenda template provided. Meetings may be observed by your assessor. Follow your communication plan or agree to a time and date.
7. Produce a post-project review report for all stakeholders, including the Board of Directors, containing:
a. a review of project outcomes against objectives, including budgetary performance
b. a review of team processes
c. a review of the project management tools used, an evaluation of their contribution to the project and any recommendations for alternative tools for use in the future
d. a discussion of lessons learned from implementation of the project
e. recommendations for the implementation of future projects based on the lessons learned, ensuring your report takes account of specific organisational requirements, e.g. legislative requirements and strategic plans.
Note: You may use or adapt the post-project review report template provided.
8. Submit documentation as per specifications below.
Specifications
You must:
? participate in project meeting/s
? submit:
? budget variation report for sign-off
? signed role descriptions for sign-off
? handover report
? post-project project review report.
Your assessor will be looking for:
? communication and negotiation skills to work with team members and other stakeholders to maintain project schedules
? literacy skills to read, write and review a range of documentation
? planning and organising skills to develop, monitor and maintain implementation schedules
? numeracy skills to analyse data and to compare timelines and promotional costs against budgets
? culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities
? knowledge of relevant legislation from all levels of government that may affect aspects of business operations, such as:
? anti-discrimination legislation
? ethical principles
? codes of practice
? privacy laws
? environmental issues
? WHS
? knowledge of organisational structure, and lines of authority and communication within the organisation
? knowledge of how the project relates to organisation’s overall mission, goals, objectives and operations.
Adjustment for distance-based learners
? No variation of the task is required.
? A follow-up interview may be required (at the discretion of the assessor).
? Documentation can be submitted electronically or posted in the mail
? Meetings may be conducted and observed live or via an appropriate teleconferencing tool.
Appendix – Scenario
Max Lionel Realty
It is now time to review and finalise the project.
Work with your project team to review the outcomes, team processes and lessons learned from implementation.
Review the project’s budgetary performance and produce a budget variation report for the Chief Financial Officer.
Your Operations General Manager requires you to submit an implementation report for the Board of Directors that includes recommendations for the improvement of implementation for future projects.
Develop strategies for use and improvement of standard documentation
Submission details
Candidate’s name Phone no.
Assessor’s name Phone no.
Assessment site
Assessment date/s Time/s
The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
You will need to demonstrate skills and knowledge required to develop and implement strategies for the use of standard documentation and for continuous improvement of standard documentation within an organisational context.
Assessment description
In response to a simulated business case study and a scenario, and following on from Assessment Task 2, you will plan and deliver a short training session to introduce staff to new templates. You will monitor both the success of the training and the performance of the administration team and present findings in a written evaluation report.
Note: You will need to use the letter template developed in Assessment Task 2 to complete this task.
Procedure
Note: Refer to the Adept Owl simulated business documentation provided for further background on the business and guidance on styles and production processes.
Part A
1. Read the scenario below.
2. Examine team performance and capability (set out in Appendix 1).
3. Consult with your assessor to determine which staff member (Pat, Sam or Kim) you will plan training for.
4. Plan a short training session (for your assigned staff member) on the use of the letter template that you developed in Assessment Task 2:
a. Develop explanatory notes for the template for use by staff as job aids and for use in the session delivery, on:
i. applying the style guide when using templates and macros
ii. considering aspects of context, purpose and audience when designing and formatting texts
iii. naming the document and storage requirements.
b. Develop a session plan for a 10–20 minute session, which includes planning for:
i. introducing and explaining the template and how it conforms with organisational requirements
ii. demonstrating functions (those that need to be demonstrated considering the staff member’s current skills)
iii. allowing practice and questions and providing feedback on performance
iv. recording whether the staff member can use the template at the level of ‘practitioner’ (see level description in the legend of Appendix 1). Note: you will need to plan to monitor whether staff can demonstrate use, naming and storage in accordance with organisational requirements.
5. Arrange with your assessor to demonstrate or role-play training.
6. Deliver the training. Ensure you:
a. use communication skills to explain features. Ensure you ask questions to confirm trainees’ understanding. Ensure you listen to trainees’ questions and respond appropriately
b. draw attention to the importance of applying the style guide in using the templates
c. follow your session plan to introduce, demonstrate, allow the trainee opportunity to practise, provide feedback and then assess the trainee
d. record whether the staff member can use the template.
Part B
1. Develop an evaluation report on the state of document design and production at Adept Owl. Your report should contain:
a. information on performance, current skills (outlined in Appendix 1) and observed assessment in the role-played training session; ensure you compare standards for document production, including performance targets, with actual skills and performance to identify gaps
b. at least three recommendations for continuous improvement and closing performance and skills gaps based on your monitoring of actual performance (the training undertaken in Part A), performance and skills information provided in Appendix 1, and research undertaken; ensure you:
i. include technical needs to close gaps and improve operations with respect to template use ii. include training needs with respect to technical functions
iii. include changes to policies, procedures or style guides to support implementation of recommendations
iv. refer to the advice of experts or relevant sources of expert advice to support recommendations, for example a business communications expert you have access to or information from print or online business literature
v. include a summary plan of all activities to implement recommended changes over the financial year, including description of activity, resources needed (including costs where relevant), person responsible and timeframe. Use template in Appendix 2 or similar.
2. Submit your explanatory notes, session plan and evaluation report to your assessor within an agreed timeframe and in an agreed format. Ensure your submitted documents reflect specifications as outlined below. Keep copies of all submitted materials for your records.
Adept Owl scenario: Implement strategies for use and continuous improvement of documentation processes
You are the team leader of the Adept Owl administration team with responsibility for leading document design and production.
According to the Adept Owl vision statement, the company intends to establish its reputation within five years, ‘as one of the finest, most innovative and entertaining board game developers in Australia’.
To help achieve this goal within your area, you will need to develop people-focused implementation strategies, for example delivering training on documentation, to ensure the cooperation of all staff in the maintenance of document quality, sustainability, and legal and ethical compliance.
In order to contribute to continuous improvement by developing training and reporting on performance, you will need to consider current performance and administration team capability.

Specifications
You must:
? deliver a training session ? submit:
? explanatory notes
? session plan
? evaluation report, including implementation plan.
Your assessor will be looking for delivery of training, supporting documents and an evaluation report that, taken together, demonstrate:
? communication skills to present complex instructions verbally, to communicate ideas logically, and to explain technical concepts and designs to others
? literacy skills to:
? read and interpret policies and procedures
? consider aspects of context, purpose and audience when designing and formatting texts
? research and analysis skills to evaluate content, structure and purpose of technical texts, and to adapt task instructions to suit changes in technology
? knowledge of document production processes
? knowledge of the functions of a range of software applications, including desktop publishing, word processing and spreadsheets
? knowledge of organisational policies and procedures relating to document design and formatting
? knowledge of sources of expertise external to the organisation or workgroup.
Adjustment for distance-based learners
? No changes are required to the assessment procedures or specifications.
? Delivery of training may be conducted via videoconferencing software or recorded and submitted as a video file, for example, at the discretion of the assessor.
? Submitted documents may be in electronic or paper-based format.
Appendix 1: Adept Owl capability and performance
To implement strategies for improving capability and monitoring and reviewing performance for the purpose of continuous improvement, you will need to consider the current skills and performance of the team.
Administration team capability
The administration team has identified six key skills that each team member will need to perform at a practitioner level (see the legend for clarification of levels) or above:
Team member and current capability
Work task You (team leader) Pat Sam Kim
Creating and using templates in Word and Excel.
Creating and using macros in Word and Excel.
Creating and using mail merge features in Word.
Creating and using form fields in Word.
Creating and using drop down lists in Excel.
Creating and using formulae in Excel.
Legend:
Untrained – Team member has no training.
Learner – Team member cannot perform task independently.
Practitioner – Team member can perform task independently with supervision.
Operator – Team member can perform task independently.
Coach – Team member can train others to perform task.
Administration team performance (Quarter 1)
The administration team at Adept Owl performs a range of documentation tasks. These tasks are grouped into several main areas of activity, which provide the basis for measuring performance that drives organisational outcomes.
The administration team scorecard below shows performance metrics, targets and outcomes for the first quarter of the financial year.
Performance area Performance metric (KPI) Target Outcomes
Customer focus Per cent of documents conforming to style guide 100% 80%
Productivity Average time (per mail-out) to edit the letter being sent 30 minutes 60 minutes
Average time per mail merge 5 minutes 10 minutes
Data entry error rate 3% 10%
Employee development Number of training hours per employee 20 hrs per employee per quarter 5 hours in first quarter
Expense Average cost per mail-out
(excluding postage) $100 $165
Average labour cost per page of edited text $50 $68
Sustainability Average sheets of paper used per letter 3 sheets 10
Average toner use per quarter 10 cartridges 15 cartridges
Compliance Identified breaches of legislation, including WHS/OHS, antidiscrimination, privacy 0 incidents 0 incidents
Privacy related complaints 0 incidents 1 incident
Assessment Task 3 BSBADM506 Manage business document design and development
Appendix 2: Implementation/action plan template
Action/task Resources/cost Responsible person/role Timeframe
© 2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
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