Case Study Assessment
Criteria
Unit code, name and release number
BSBADM406 - Organise business travel (1)
Qualification/Course code, name and release number
BSB40515 - Certificate IV in Business Administration (3)
Student details
Student number
Student name
Assessment Declaration
• This assessment is my original work and no part of it has been copied from any other source except where due acknowledgement is made.
• No part of this assessment has been written for me by any other person except where such collaboration has been authorised by the Assessor concerned.
• I understand that plagiarism is the presentation of the work, idea or creation of another person as though it is your own. Plagiarism occurs when the origin of the material used is not appropriately cited. No part of this assessment is plagiarised.
Student signature and Date

Version: 20210625
Date created: 10 August 2018
Date modified: 13/11/2021
For queries, please contact:
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This assessment can be found in the: Learning Bank
The contents in this document is copyright © TAFE NSW 2019, and should not be reproduced without the permission of the TAFE NSW. Information contained in this document is correct at time of printing:
13 November 2021. For current information please refer to our website or your teacher as appropriate.

Assessment instructions
Table 1 Assessment instructions
Assessment details Instructions
Assessment overview The objective of this assessment is to assess your knowledge and performance as would be required to organise domestic and overseas business travel, including developing associated itineraries, booking travel and accommodation, preparing travel related documentation and making travel arrangements.
Assessment Event number 2 of 2
Instructions for this assessment This is a case study assessment and it will be assessing you on your knowledge and performance of skills required by the unit.
This assessment is in eight (8) parts:
1. Scenario
2. Confirm requirements
3. Draft itineraries
4. Confirm and finalise itineraries
5. Observation checklist – role play
6. Assessment checklist
7. Assessment feedback
8. Appendix 1
Submission instructions On completion of this assessment, you are required to upload it or hand it to your trainer for marking.
Ensure you have written your name at the bottom of each page (in the footer) of this assessment.
It is important that you keep a copy of all electronic and hardcopy assessments submitted to TAFE and complete the assessment declaration when submitting the assessment.
What do I need to do to achieve a satisfactory result? Your Assessor will assess your competence against the requirements of the unit and the completion of the assessments listed in the Unit Assessment Guide.
What do I need to provide? Pens, USB or access to cloud storage.
What the Assessor will provide? Access to BSBADM406_AE_CS_SR1 from the Learning Bank, containing:
• the meeting documents for the Melbourne appointments
• Organise Travel Policy and Procedures Manual
• Plan2go email template
Access to Plan2go (http://plan2go.nctafe.edu.au)
Access to the internet if completed in class.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the general administration field of work and include access to:
• office equipment including telecommunications equipment
• travel-related reference material, such as accommodation and transport suppliers
• appointment books, scheduling software, diaries and other recording and scheduling systems
• preferred suppliers, contact details, websites
• maps.
Due date and time allowed Refer to Unit Assessment Guide for due dates.
The estimated time for a student to complete this assessment is seven (7) hours. However, there is no time limit for students to complete this assessment. Students may complete the assessment outside of the classroom and submit to their teacher for marking.
Supervision If this is an unsupervised, take-home assessment. Your Assessor may ask for additional evidence to verify the authenticity of your submission and confirm that the assessment task was completed by you.
Assessment feedback, review or appeals In accordance with the TAFE NSW policy Manage Assessment Appeals, all students have the right to appeal an assessment decision in relation to how the assessment was conducted and the outcome of the assessment. Appeals must be lodged within 14 working days of the formal notification of the result of the assessment.
If you would like to request a review of your results or if you have any concerns about your results, contact your Teacher or Head Teacher. If they are unavailable, contact the Student Administration Officer.
Contact your Head Teacher for the assessment appeals procedures at your college/campus.
Specific task instructions
The instructions and the criteria in the case study below will be used by the Assessor to determine whether you have satisfactorily completed the assessment event. Use these instructions and criteria to ensure you demonstrate the required skills and knowledge.

Part 1: Scenario
To complete this part of the assessment, read the scenario below, and then complete the following travel project, based on the virtual organisation ‘Plan2go.’ You need to use all the relevant templates in the ‘Plan2go Organise Business Travel - Policy & Procedures Manual’ (provided by your assessor) for booking travel and accommodation to determine flights, car hire and hotel accommodation in the designated time frame provided by your Assessor and any other communication to relevant staff.
Case Study Scenario
Overview
You are an Administrative Assistant with Plan2go. You work at their new branch in Sydney, 80 New South Head Road, Darling Point, NSW, 2027. As part of your duties you are responsible for organising travel for staff when required. You have been asked to organise business travel for Sophia Jankovic, Leader of Marketing and Promotions, and Sebastian Coleman, Leader Innovation & Business Capability, who work with you in the Sydney office. They have requested that you organise all aspects of their upcoming trip, but you need to stick within $20 000 budget for all major expenses (flights, accommodation, airport transfers, taxis, insurance, scheduled activities). Meals will be paid for via company credit card.
Destination and purpose
Sophia and Sebastian are going to meet with some clients in Melbourne next month to discuss some aspects of a project they are working on. Sophia is leading the project and Sebastian is accompanying her, so all confirmations and discussions are to go to Sophia only. As the first meeting in Melbourne is not until 11.30am, they would like to get an early flight that morning. After Melbourne meetings, Sophia needs to fly internationally to attend a four day conference in Las Vegas, but Sebastian is going to fly back to Sydney after the Melbourne meetings.
Dates of travel
The meetings in Melbourne start on the first Thursday of next month. After this, the Las Vegas conference is on the Monday – Thursday in the following week. As Sophia will be arriving in Las Vegas sometime on the Saturday, she will have the Sunday free prior to the conference that starts on the Monday. Use this day to organise Sophia some sightseeing while she is there.
Arrival and departure of destinations
Sophia and Sebastian will be going to the airport together from the Sydney office, so taxis or public transport will need to be sourced to and from this address. When booking flights, ensure you leave enough time to get to the airport and complete the appropriate check-in procedures. Do not have them arrive more than 2 hours before hotel check in.

Accommodation
Ensure that accommodation is booked in accordance with Plan2Go’s Travel Policy. The accommodation venue in Melbourne where the meeting is being held is fully booked, so you will need to look at suitable accommodation nearby that is within walking distance or easily accessible by public transport. It is recommended to book accommodation at the MGM Grand for the conference being held in Las Vegas. You will need to determine the required number of nights Sophia and Sebastian are away based on her schedule.
Meetings
Listed below are the appointments to be used for the itinerary in both destinations. There are meeting documents (provided) to take with them to Melbourne and Las Vegas.
Melbourne
Day Name Time Contact Number
1 Jennifer Smith 11.30 am 0412 214 014
Mario Arena 3.00 pm 0454 258 456
2 Brian Wong 10.30 am 0415 796 248
Robert Mason 2.30 pm 0413 548 369
Las Vegas
Day Name Time Contact Number
1 Jason Lewis 7.00 pm 0412 224 014
2 Kirsten Ryan 6.30 pm 0145 786 148
3 Hayley Wood 6.00 pm 0410 895 288
1 - 4 All 9.00 am – 4.00 pm
Conference/ meeting locations:
Melbourne Las Vegas
Adina Apartment Hotel Melbourne
Room: Boardroom
189 Queen Street
Melbourne
Victoria 3000
Ph: +61 3 9934 0000 MGM Grand Las Vegas
Room: 101
3799 Las Vegas Blvd South
Las Vegas
NV 89109
Ph: +11 1 877 880 0880
Required to do:
For this assessment, you will be required to complete the following:
• Participate in an oral conversation to identify the task requirements. This is assessed in the Observation checklist in Part 2, Tasks 1 - 2.
• Research suitable travel options for Sophia and Sebastian, including hotels, flights, car hire (if applicable) and other activities to do in any free time.
• Confirm the draft itinerary with Sophia (prior to making any bookings). This is done via an email. The draft itinerary will include an estimated budget to show individual costs.
• Once the draft itinerary is confirmed, you may then go ahead to book (up until the payment screen) the necessary travel options.
• If any changes are needed to the itinerary, you need to make these changes in the required timeframe. This needs to take place through a role play and is assessed in the Observation checklist, Part 5, Tasks 1 - 3.
• Once everything is finalised, you need to send Sophia and Sebastian their itineraries.
Required to submit:
For the whole project, submit one (1) document containing all relevant files you have created throughout the assessment. Submit your document in the following format:
• A cover page, containing your name, date and unit code
• Table of contents
• Each Part containing the various files:
o Part 2 – Confirm requirements
? Travel and Accommodation Confirmation form for Sophia and Sebastian
o Part 3 – Draft itineraries
? Travel checklist
? Screenshots of travel research used to compile itinerary
? Daily itineraries for both Sophia and Sebastian
? Email (template provided) to Sophia showing that draft itineraries were sent for confirmation
o Part 4 – Confirm and finalise itineraries
? Spreadsheet budget, showing both Sophia’s and Sebastian’s expenses
? Email to Melbourne hotel
? Screenshots showing bookings have been made
? Email to Sophia containing final itinerary
Part 2: Confirm Requirements
Confirm travel requirements
This part of the assessment requires you to confirm all travel requirements before researching any travel options.
1. After reading the scenario above, summarise the travel plans, confirming:
a. the purpose and requirements, making specific reference to:
• Planned itinerary
• Budget
• Meeting requirements
• Traveller preferences
b. Points of contact for:
• People that are being seen during the trip
• Arrangements made for meetings
2. Sophia has asked that you fill in the Travel and Accommodation Confirmation form for herself and Sebastian. You will need a separate request form for each staff member. (In the workplace, the traveller would normally fill this form in to get approval for travel). Have this ready for the meeting.
You need to meet with Sophia in the next two business days to confirm her itinerary. This will be done by participating in a role play with Sophia. This part of the assessment is marked in the Observation checklist on the next page.
Required to submit for this Part:
These documents will be assessed in the Assessment checklist, Part 6, Tasks 1 - 2
• Completed Travel and Accommodation Confirmation Template forms (found in the Plan2go Organise Business Travel Policies and Procedures Manual) for Sophia and Sebastian

Observation Checklist
This Observation Checklist will be used by your assessor to mark your performance in using appropriate vocabulary and active listening skills to confirm the purpose and requirements of travel and identifying contact details. Use this Checklist to understand what skills you need to demonstrate in the discussion. The Checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met. Your demonstration will be used as part of the overall evidence requirements of the unit. The assessor may ask questions while the demonstration is taking place or if appropriate directly after the task/activity has been completed to clarify if the task has been satisfactorily achieved.
Table 2 Observation Checklist 1
TASK # Task performed S U/S Assessor Comments
(Describe the student’s ability in demonstrating the required skills and knowledge)
1. Used active listening and appropriate vocabulary to confirm the purpose and requirements of travel.
?
?
Date of Observation:
Assessors are to record their observations in sufficient detail to demonstrate their judgement of the student’s performance against the criteria required.
2. Used active listening to clarify and confirm communication arrangements during the trip. Student controlled negotiation to come to an agreed outcome. ?
?
Date of Observation:
Assessors are to record their observations in sufficient detail to demonstrate their judgement of the student’s performance against the criteria required.
3. Used the most appropriate form, channel and mode of communication for the purpose suited to the role during the conversation. ?
?
Date of Observation:
Assessors are to record their observations in sufficient detail to demonstrate their judgement of the student’s performance against the criteria required.

Part 3: Draft Itineraries
Research travel and prepare draft itineraries
This part of the assessment requires you to research suitable travel options and submit a draft itinerary to Sophia for approval. Once completed you will need to submit this assessment to your Assessor for marking.
Task 1: Travel Research and draft itinerary
1. Sophia’s Travel and Accommodation Confirmation form has been approved and you can now look at options for your trip. You are required to complete a Travel Checklist for both Sophia and Sebastian.
2. Research all aspects of the trip for costs that may be payable outside of the usual flights, accommodation and car hire. This should include things such as travel insurance, currency exchange details, weather information in your location of travel, currency exchange and baggage allowance etc. These can then go into the budget template.
3. Research suitable forms of travel according to the Plan2go Travel Policy. Save screenshots for all requirements as this will be put together for assessment submission once all details are confirmed. Also, research suitable activities Sophia can do on her free day (Sunday) in Las Vegas.
4. Create daily itineraries for their travel and other activities you have researched, taking into consideration meeting times and WHS requirements. These must include:
• Daily schedule of appointments
• Activity schedule of non-business appointments
• Flight details such as check-in times, arrival and departures times
• Accommodation details such as check-in and check-out times
• Any WHS requirements that may be necessary for each of the activities
2. Send a draft itinerary and completed Travel and Accommodation Confirmation forms to Sophia for her to confirm all details. The Travel and Accommodation forms includes the cost of each item so it can be approved by Finance prior to making any bookings. These costings will be confirmed later when you finalise your itinerary and budget template.
Required to submit for this Part:
These documents will be assessed in the Assessment checklist, Part 6, Tasks 3 - 7
• Travel checklist Template (found in the Plan2go Organise Business Travel Policies and Procedures Manual)
• Screenshots of travel research used to compile itinerary (soft copies only – do not print)
• Draft daily itineraries for both Sophia and Sebastian
• Email (template provided) to Sophia showing that draft itineraries were sent for confirmation

Part 4: Confirm and finalise itineraries
Confirm travel and prepare final itineraries
This part of the assessment requires you to submit a final itinerary and other associated travel documents to Sophia for her trip in the given timeframes by your Assessor. This can be completed after your draft itineraries have been confirmed. Once completed you will need to submit this assessment to your Assessor for marking.
Task 1: Negotiate alternative travel arrangements
Sophia has responded to your draft itinerary. The meeting that was originally scheduled with Jennifer at 11.30am now needs to be at 9am.
1. You need to arrange a verbal conversation with Sophia to clarify and negotiate these changes as you need to get them sorted out straight away. In this conversation, you need to discuss how this change will affect any changes you need to make. You also need to confirm communication arrangements between the office and Sophia/Sebastian during their trip and what they should do in the case of an emergency.
This will be done through a role play with Sophia (your Assessor will organise to play this role) and demonstrated in the Observation checklist in Part 5, Tasks 1 - 2.
2. Once alternative travel has been discussed, you will need to modify your draft itineraries ready for finalisation.
Task 2: Confirm accommodation
You have read and understood the Travel policy, but you just want to check with the hotel in Melbourne that they will accept the method of payment that is mentioned in the Plan2go Travel Policy (Under the heading Accommodation).
1. Send an email to the hotel to check that they accept payment method that is mentioned in the Travel Policy.
Task 3: Create budget
1. Using the Plan2go Budget Template (found in the Plan2go Organise Business Travel Policies and Procedures Manual) show the cost of this trip for everything.
Separate Sophia’s and Sebastian’s expenses on 2 separate worksheets.
Task 4: Book travel
Sophia’s Travel and Accommodation Confirmation form has been approved (these small changes are in line with company policy, so it doesn’t need to be resubmitted) and you can now book the options you found.
1. Go ahead and make the bookings that you researched. (Only go as far as the last step before payment is made). Use screen shots to show the bookings have been made.
2. You want to book the Melbourne accommodation via phone. Record a message to the reception staff, ensuring your name is used to identify yourself. You will need to submit this to your Assessor for marking. This will be marked using the Observation checklist in Part 5, Task 3. Refer to Appendix 1 on how to create a recording for submission.
Task 5: Distribute travel documents to Sophia
Now that all the travel has been arranged, you need to arrange her travel documents together and send to Sophia so she can with her.
1. Send Sophia’s itinerary (using the most appropriate method) and any meeting documents needed for her appointments during her trip. This will include the changes from the role play above (Part 4, Task 1). Ensure you show the submission is within the given timeframes outlined by your Assessor. This will mean that if you send an email, show the date the email was sent.
Required to submit for this Part:
These documents will be assessed in the Assessment checklist, Part 6, Tasks 8 - 13
• Email to Melbourne hotel
• Spreadsheet budget, showing both Sophia’s and Sebastian’s expenses
• Screenshots showing bookings have been made
• Voice recording demonstrating Melbourne booking
• Finalised daily itineraries for both Sophia and Sebastian
• Communication to Sophia containing final itinerary and meeting documents
Question
1. You would have used a variety of digital applications to organise the above travel for Sophia and Sebastian. Identify the application you have used and what features you used within each to improve productivity.
Application Features used
•
•
•
Part 5: Observation Checklist – Role Play
This Observation Checklist will be used by your assessor to mark your performance in using appropriate vocabulary and active listening skills to confirm the purpose and requirements of travel and identifying contact details. Use this Checklist to understand what skills you need to demonstrate in the discussion. The Checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met. Your demonstration will be used as part of the overall evidence requirements of the unit. The assessor may ask questions while the demonstration is taking place or if appropriate directly after the task/activity has been completed to clarify if the task has been satisfactorily achieved.
Table 3 Observation Checklist 2
TASK # Task performed S U/S Assessor Comments
(Describe the student’s ability in demonstrating the required skills and knowledge)
1. Used active listening to clarify and confirm alternative travel arrangements. Student controlled negotiation to come to an agreed outcome. ?
?
Date of Observation:
Assessors are to record their observations in sufficient detail to demonstrate their judgement of the student’s performance against the criteria required.
2. Used the most appropriate form, channel and mode of communication for the purpose suited to the role. ?
?
Date of Observation:
Assessors are to record their observations in sufficient detail to demonstrate their judgement of the student’s performance against the criteria required.
3. Used appropriate vocabulary to record a message to the Melbourne hotel. ?
?
Date of Observation:
Assessors are to record their observations in sufficient detail to demonstrate their judgement of the student’s performance against the criteria required.
Part 6: Assessment checklist
The following checklist will be used by your Assessor to mark your performance against the assessment criteria to satisfactorily complete the practical tasks. Use this checklist to understand what skills and/or knowledge you need to demonstrate in your submission/presentation. All the criteria described in the Assessment Checklist must be met. The Assessor may ask questions after the assessment has been submitted to clarify anything.
Table 4: Assessment checklist
TASK # Task performed S U/S Assessor Comments
(Describe the student’s ability in demonstrating the required skills and knowledge)
1. Completed Travel and Accommodation Confirmation form for Sophia. ?
?
2. Completed Travel and Accommodation Confirmation form for Sebastian. ?
?
3. Travel checklist for Sophia and Sebastian ?
?
4. Screenshots of travel research undertaken for Sophia and Sebastian. ?
?
5. Draft daily itineraries for Sophia’s trip. ?
?
6. Draft daily itineraries for Sebastian’s trip. ?
?
7. Email to Sophia showing draft itineraries sent for confirmation. ?
?
8. Email to Melbourne Hotel for credit method. ?
?
9. Spreadsheet containing itemised budget ?
?
10. Screenshots showing bookings were made. ?
?
11. Final daily itineraries for Sophia’s trip. ?
?
12. Final daily itineraries for Sebastian’s trip. ?
?
13. Communication to Sophia attaching final itinerary details. ?
?

Part 7: Assessment Feedback
NOTE: This section must have the Assessor signature and student signature to complete the feedback.
Assessment outcome
? Satisfactory
? Unsatisfactory
Assessor feedback
? Has the Assessment Declaration on page 1 of the assessment been signed and dated by the student?
? Are you assured that the evidence presented for assessment is the student’s own work?
? Was the assessment event successfully completed?
? If no, was the resubmission/re-assessment successfully completed?
? Was reasonable adjustment in place for this assessment event?
If yes, ensure it is detailed on the assessment document.
Comments:
Assessor name, signature and date
Student acknowledgement of assessment outcome
Would you like to make any comments about this assessment?
Student name, signature and date
NOTE: Make sure you have written your name at the bottom of each page of your submission before attaching the cover sheet and submitting to your Assessor for marking.
Appendix 1 – Video and audio upload instructions
You can use a simple video camera and voice recorder, such as those found on most smartphones.
For video:
1. You must ensure you are clearly visible and clearly audible in the video. Complete a test run first. If your Assessor is not able to clearly see or hear you – you will have to redo the task.
2. Introduce yourself and state the date and purpose of the video.
3. If your video includes another person, video them saying they agree to being videoed.
4. Consider stopping and starting the recording to capture the relevant items for assessment.
For audio:
1. You must ensure that you and the people featured in the audio recording can be clearly heard.
2. Introduce yourself and state the date a purpose of the video.
3. Introduce all the people you will be recording and ask them to verbally agree to take part.
Submitting your video and audio
Your video files will be a large size and too big to upload straight to our online learning platform. Use one of the following options to submit your video evidence.
a. Upload your video files to a video hosting site such as YouTube, Vimeo or file sharing sites such as Dropbox and Google Drive. These cloud-based file sharing sites are also the appropriate place to upload your audio recordings.
b. Provide a document in the upload area that contains the URL location and any password protection for your files. Alternatively, you may have been provided with a template in which to place the URLs.
If your internet speed prevents you from uploading large files, you can post your files on a USB drive. You will need to contact your teacher for the best postal address. Provide a document in the assessment upload area that provides details on when your video was posted.
Video tips
• Here are some excellent video tips on how to use your smartphone to record video.
• You can download a Video Compression App to compress your video files or watch this video of How to compress your video file size.
• Remember to video with your phone in the sideways position.
• Borrow a tripod from your local TAFE library to hold your phone steady or ask another friend to video you.
Audio tips
• Learn how to use the iPhone voice recorder
• Learn how to use the Android voice recorder
You can use the earphones and mic that came with your phone for a clearer recording.