Assessment
Task 2
Manage project human resources
BSBPMG515
Student Declaration
To be filled out and submitted with assessment responses
? I declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s)
? I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me
? I have correctly referenced all resources and reference texts throughout these assessment tasks.
? I have read and understood the assessment requirements for this unit
? I understand the rights to re-assessment
? I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student name
Student ID number
Student signature Date
Task Number
------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
? Student requested reasonable adjustment for the assessment
Completed successfully
Did the student satisfactorily: Comments Y N DNS
The student has satisfactorily completed and submitted the following:
?
?
?
Demonstrated ability to:
• Determine resource requirements for individual tasks to determine required project personnel levels and competencies
• Establish project organisation and structure to align individual and group competencies with project tasks
• Allocate personnel to the project to meet planned work outputs throughout project timeline
• Apply human resources management (HRM) methods, techniques and tools to support engagement and performance of personnel
• Identify and plan ongoing development and training of project team members to support personnel and project performance
This is evidenced by:
• Development of WBS (Task 2.1A)
• Development of a project human resource plan (Task 2.1B)
• Collaboration with project team as evidenced by the Role-Play in Task 2.2
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Demonstrated ability to:
• Negotiate, define and communicate clear project role descriptions
This is evidenced by:
• Role-Play in Task 2.2 – see observation checklist
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When working with the project team, the student has actively participated in group work with a substantial contribution that can be assessed individually for all the requirements of this task.
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Task Outcome: Satisfactory ? Not Yet Satisfactory ?
Student Name:
Assessor Name:
Assessor Signature:
Date:
Table of Content
Student Declaration 2
Task 2 – Plan Project Human Resources 6
Task 2.1 Plan project human resources 11
Task 2.2 Negotiate and communicate project roles 15

Task 2 – Plan Project Human Resources
Task summary and instructions
What is this assessment task about? Refer to and read the documents saved in a separate folder:
o MMI Company profile and project task
o Policies and Procedures
You have been recently engaged by XYZ Pty Ltd trading as MMI as a Project Manager to develop and implement a project to open a new campus in Sydney (refer to MMI strategic objectives)
• The board of directors has allocated 3 million dollars to the project.
• Project duration: 1 year.
• You can employ four new staff members to be part of the project team for the duration of the project. The rest of the staff must be sourced from existing MMI personnel (flexible work arrangements will be needed)
The project includes:
• Finding premises in Sydney CBD (800-1000 square metres, onsite parking for staff, natural light)
Ideally, there will be enough room for 5-7 classes, one meeting room, one computer lab, 1 x student kitchen, student lounge, 1 x staff kitchen, three offices for staff, toilet facilities
• Rent the premise
• Obtain necessary permits
• Source architect and building company
• Source and buy furniture and equipment
• Liaise with the architect and building company
The project steering committee is composed of:
• Mr Eli Brown – Non-executive Director
• Mr Leonard Black - CFO
• Academic Manager (Jacob Graham)
The project sponsor is Taylor Varin (Client Service Manager), played by the trainer and assessor.
You will have to:
• Determine the project requirements
• Work in collaboration with pertinent stakeholders
• Scope the project
• Cost and resource the project
• Develop the project plan
• Execute the project
• Finalise the project
Each unit covered in your Diploma of Project Management will address a part of the project:
• Scope
• Time
• Quality
• Cost
• Human Resources
• Information system and communication
• Risk
• Project Integration
• Build an innovative work environment for the project team
• Facilitate continuous improvement in project work
• Develop project workplace policy and procedures for sustainability
• Lead and manage project team effectiveness
BSBPMG515 addresses project human resources.
Form or join a project team (3-4 students in the team).
Document the name of the students in the team below:
Student Name
Student Name
Student Name
Student Name
You will collaborate with the project team in a simulated work environment to carry out the responsibility of your role as a project manager relevant to human resource management.
Although you will lead and collaborate with the project team, the work on your assessment must be individual, and it will be marked as such.
This task comprises of product-based assessment methods and direct observation from trainer in a simulated work environment.
You are required to:
o Determine human resource requirements for the project
o Establish the project organisation and structure
o Allocate personnel to the project
o Negotiate, define and communicate clear project roles and descriptions
o Identify and plan ongoing development and training of the project team members
It has been designed to evaluate your ability to:
• Determine resource requirements for individual tasks to determine required project personnel levels and competencies
• Establish project organisation and structure to align individual and group competencies with project tasks
• Allocate personnel to the project to meet planned work outputs throughout project timeline
• Apply human resources management (HRM) methods, techniques and tools to support engagement and performance of personnel
• Negotiate, define and communicate clear project role descriptions
• Identify and plan ongoing development and training of project team members to support personnel and project performance
You are required to address the following:
• Task 2.1 Plan project human resources:
o Develop a WBS
o Develop a project human resource plan
• Task 2.2 Negotiate and communicate project roles:
o Communicate, negotiate and define project roles (Role-Play)
What do I need to do to complete this task satisfactorily? • submit the completed assessment tasks, according to instructions,
• complete the tasks with sufficient detail and present them in a professional manner,
• use your own words and reference sources appropriately,
• meet the word count where required,
• use the scenario provided,
• use the templates provided where required
• apply critical thinking,
• for your performance to be deemed satisfactory in this assessment task you must satisfactorily address all of the assessment criteria,
• if part of this task is not satisfactorily completed you will be asked to complete further assessment to demonstrate satisfactory performance.
Specifications You must deliver/participate in:
• Role-Play in week 3 of class to communicate, negotiate and define the project roles
You must submit to GOALS
• WBS
• Project Human Resource Plan
• Observation checklist
• Summary of the outcome of the meeting with the team
Resources and equipment • Computer with Internet access
• Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment document
• Relevant policies and procedures provided in a separate folder
• Use of the templates included in this assessment document
What will the assessor be looking for? Your assessor will be looking for demonstrated evidence of your ability to:
o Determine project human resource requirements
o Develop a project human resource plan
o Communicate, negotiate and define project roles
Re-submission opportunities You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Procedures
1. Review the assessment scenario, the business documentation, including policies and procedures and the templates provided:
o MMI Company profile and project task
o Policies and Procedures
Provided in a separate folder
o Templates:
? 1 – Project Human Resource Plan in Task 2.1B
2. Develop a Work Breakdown Structure to set out the project organisation and structure. This will help you align individual and group competencies with project tasks.
You can develop the WBS as a chart or as a list; it can be by function or by project phase.
3. Determine the human resource requirements for the project and complete the project human resource plan in Template 1. Follow the instructions provided.
4. Schedule a time with the team in week 3 of class.
Perform a Role-Play.
You are the Project Manager in charge of the project. During the Role-Play you will communicate, negotiate, and define the project roles as defined in the project human resource plan.
This is an assessable task, and the trainer and assessor will observe and evaluate your performance during the Role-Play.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play.
Before the meeting
o Make sure that you have complete the project human resource plan
o Anticipate objections from the team
o Determine non-negotiable
During the meeting
o Briefly illustrate the human resource plan
o Communicate the project roles
o Ask the team for inputs and feedback
o Negotiate the project roles and agree on them
After the meeting
o Summarise the outcome of the meeting
o Apply any change/adjustments negotiated with the team to the human resource plan before submission
Please note that the trainer and assessor will check that the feedback received by the team has been applied to the human resource plan
Although the assessment is worked in a project team to simulate the work environment that you would experience when delivering a project for an organisation, the assessment submission is individual, and it will be marked as such.
Complete the following activities:
Task 2.1 Plan project human resources
Read the scenario for assessment and consult with the project team, taking into consideration input and feedback from the project team when completing this task.
Consult with the project sponsor (played by the trainer and assessor in the simulated work environment) as needed.
A) Work Breakdown Structure (WBS)
Develop a Work Breakdown Structure to set out the project organisation and structure. This will help you align individual and group competencies with project tasks.
You can develop the WBS as a chart or as a list; it can be by function or by project phase.
Copy and paste your WBS below:
B) Project Human Resource Plan
Determine the human resource requirements for the project and complete the project human resource plan in Template 1. Follow the instructions provided.
Template 1 -Project Human Resource Plan
Project Human Resources Management Approach
Development
Outline the following:
o Outline the significant inputs into the HR plan (2-3)
o Outline what HR legislations, regulations and policy and procedures are taken into consideration and why (3-4)
o Outline what issues could impact on project HR management (2-3)
Project Team Recruitment and Selection Strategy
Summarise how the project team is recruited and selected (50-80 words)
Project Team Performance Review Strategy
Summarise how the work performance of the project team is monitored and reviewed. (40-80 words)
Project Team engagement strategy
Summarise how the project team is engaged and how a collaborative, efficient and innovative work environment is created for the team. (40-80 words)
Project Team training strategy
Summarise the development and training opportunities for the team. (40-80 words)
Project Team Needs Analysis
Analyse and determine the HR needs of the team. (6-8 team members)
Project deliverable / WBS package/Objective Skills
Knowledge
Attributes HC (Head Count) Work arrangements Existing staff
Y/N Proposed start and finish date
Example:
Web site design Example:
Experience with web design projects
Certificate IV in IT Example:
1
Example:
9-5
Mo-Fri Example:
N Example:
May2020-Sept 2020
Project Organisational Chart
Develop and include below a project organisational chart.
Project Team Roles and Responsibilities
Complete the table provided indicating:
o Role – description of the portion of the project for which the member is accountable. Add the name of the HR resource attached to the role when applicable.
o Authority – the level at which the member may make decisions, apply project resources, or approvals. This needs to be detailed: what authority does the role have. For example, the Project Manager may have the authority to sign off employment contracts.
o Responsibility – the work a team member must perform to complete assigned work activities
o Competency – the skill(s) required to complete assigned project activities
o KPI- 2 KPIs to measure individual’s performance
ROLE AUTHORITY RESPONSIBILITY COMPETENCY KPI
Example:
Project Team
Member X – Admin support Example:
NA Example:
Data Entry
Prep reports
Basic communication with team
Example:
Certificate IV in business
Previous experience in admin support Example:
Data Entry errors 2%
All reports prepared and distributed by the agreed deadline
RACI Chart
Develop and copy below a RACI Chart for the project either by a task or by WBS package for min. 4-5 project stakeholders. Must include team members (as a project management team), project manager and project sponsor.
Task 2.2 Negotiate and communicate project roles
Schedule a time with the team in week 3 of class.
Perform a Role-Play.
You are the Project Manager in charge of the project. During the Role-Play you will communicate, negotiate, and define the project roles as defined in the project human resource plan.
This is an assessable task, and the trainer and assessor will observe and evaluate your performance during the Role-Play.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play.
Before the meeting
• Make sure that you have completed the project human resource plan
• Anticipate objections from the team
• Determine non-negotiable
During the meeting
• Briefly illustrate the human resource plan
• Communicate the project roles
• Ask the team for inputs and feedback
• Negotiate the project roles and agree on them
After the meeting
• Summarise the outcome of the meeting below
• Apply any change/adjustments negotiated with the team to the human resource plan before submission
• Please note that the trainer and assessor will check that the feedback received by the team has been applied to the human resource plan
Meeting summary
Please record the summary of the meeting focusing on the changes/adjustments negotiated with the team. (30-50 words)
Task 2: Continuous improvement project
Task summary
This assessment task requires the student to conduct research to establish a continuous improvement system and processes for a case study organization, E-OfficeWorx, including developing a continuous improvement policy and two continuous improvement tools.
They are also required to prepare and deliver a presentation to staff on the new continuous improvement system and processes and to incorporate suggestions for improvement based on staff feedback.
This assessment is to be completed in the simulated work environment.
Required
• Access to Learner Guide /other learning materials
• Computer with Microsoft Office and internet access
• Research Notes Template
• Continuous Improvement Policy Template
• A Guide to the Project Management Body of Knowledge(PMBOK) http://dinus.ac.id/repository/docs/ajar/PMBOKGuide_5th_Ed.pdf http://www.cs.bilkent.edu.tr/~cagatay/cs413/PMBOK.pdf
Submit to GOALS
• Research notes.
• Continuous improvement policy
• Continuous improvement tools (x2)
• Continuous improvement PowerPoint presentation
• Email with the following attachments:
o Research notes.
o Continuous improvement policy o Continuous improvement tools (x2) o Continuous improvement PowerPoint presentation
• revised continuous improvement policy
• Email with revised continuous improvement policy attached
• Observation checklist signed and dated by assessor
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Assessment Task 2 Instructions
Carefully read the following:
E-OfficeWorx is an independently owned and operated company based in Campbelltown, NSW. The company has been in operation for 2 years.
The company supplies a wide range of stationery, office supplies, furniture, business equipment and computer supplies for large and small office environments, including home offices. There are no retail stores, and customers order online through the company’s website or through a Customer Service Centre that operates 7 days a week from 7am to 7pm. Orders are distributed from a warehouse that is also located in Campbelltown.
The company has recently undertaken a strategic planning process with its vision identified to be the leading online supplier of office supplies.
The company employs a number of staff including the General Manager, Sales and Marketing Manager,
Finance Manager and Human Resources Manager. There are 20 customer service staff in total, a Warehouse Manager and 10 warehousing staff. All of the Managers and Customer Service Staff operate out of the head office and all warehousing staff, including the Manager, are located at the Warehouse. Turnover of Customer Service Staff is currently high at around 30% annually.
You have recently been appointed as the new Operations Manager. The General Manager has advised you that, although the company’s key values include a strong commitment to quality, customer service, sustainability and a satisfied workforce, there are no formal systems or processes in place for continuous improvement to ensure that the company meets its overall vision and values.
The General Manager would like you to research and implement a new continuous system and processes to address all aspects of the company’s operations, from staffing to customer service to health and safety, as well as embedding continuous improvement into the company’s culture. He has also indicated that he would like you to consider how the company can introduce more sustainable practices both within the company and in relation to products and would like this integrated into the continuous improvement system.
The General Manager has indicated that he would like a formal continuous system and processes fully implemented within the next three months.
He also advises that there are some issues within the company that he is hoping that a continuous improvement system and process will help to solve. These are:
• An average of two customer complaints are received each month.
• Complaints generally relate to the following themes:
o Customer service staff are unable to provide adequate product advice. o Customer service staff are not friendly at times.
o Lengthy wait times on the telephone to discuss products or chase up deliveries.
o Differences between delivery time stated and actual delivery time.
• There also appears to be some further issues relating to the time in responding to complaints and identifying and implementing procedures to address systemic issues identified through complaints.
• High staff turnover.
• Lack of supporting document to assist with overall quality such as staff training manuals.
• The company is just about to expand and introduce a new line of products being hospitality and restaurant supplies. This will mean the establishment of an additional department with more staff employed. Procedures need to be streamlined and consistent across the organisation.
Complete the following activities:
1. Conduct continuous improvement systems and processes research
The first part of this assessment task requires you to conduct research to Identify options for continuous improvement system and processes for E-OfficeWorx. Make notes on your research, which you will then use to develop a continuous improvement policy and two continuous improvement tools for E-OfficeWorx, as well as a presentation for staff about the benefits of continuous improvement and to provide training in the new continuous improvement processes and systems.
Your research should include identifying:
• The benefits of implementing continuous improvement systems and processes across the company.
• Continuous improvement models that may be suitable for the company, such as the Plan Do Check Act, Six Sigma or TQM approach to continuous improvement. You should research at least two models and identify the best one to use at E-OfficeWorx.
• Ways of building in continuous improvement into business systems and procedures including performance management, sustainability, health and safety and knowledge management and to address existing issues within the company.
• Continuous improvement tools (for example, continuous improvement register and forms, flow charts) that can be used as part of a continuous improvement system. Identify and describe at least four.
• Strategies for encouraging staff to participate in continuous improvement decision-making.
• Strategies for ensuring that staff are informed about continuous improvement processes, as well as the outcomes of continuous improvement processes.
• Mechanisms that can be used to obtain feedback from customers, suppliers and staff.
• Ongoing mentoring and coaching processes that can be used to ensure that staff are able to implement and support continuous improvement processes.
• Strategies for ensuring continuous improvement in sustainability.
• Knowledge management strategies to ensure that insights and experiences from the business’s activities are captured and learnings are accessible to all staff. You should identify and describe at least two strategies that may be suitable for E-OfficeWorx and explain why.
Use the Research Notes Template to guide your work. Your notes should be about three pages long.
2. Develop a continuous improvement policy
The next part of this assessment requires you to use the results of your research to develop a continuous improvement policy for E-OfficeWorx.
Use the Continuous Improvement Policy Template provided to you that includes notes for guidance in competing each section.
Your policy should include, as a minimum:
• Purpose of the policy
• Scope of the policy
• Continuous improvement principles
• Continuous improvement model
• Continuous improvement implementation.
• Staff participation and communication
• Tools to support the continuous improvement process
• Responsibilities
3. Develop two continuous improvement tools.
You are also required to develop a minimum of two of the continuous improvement tools as identified through your research. These should be referred to in the continuous improvement policy and included as attachments.
4. Develop continuous improvement presentation
Use the results of your research to develop an information and training session for the team about the new continuous improvement systems.
You are required to develop a PowerPoint presentation that includes graphics to support your explanations of the content. Plan your presentation to last for at least 15 minutes.
Your presentation should address:
• The benefits of implementing continuous improvement systems and processes across the company.
• The continuous improvement models that you have identified as most suitable for use in EOfficeWorx, and that are the basis of the policy you have developed.
• An outline of your policy.
• Continuous improvement tools (for example, continuous improvement register and forms, flow charts)
• Strategies for encouraging staff to participate in continuous improvement decision-making.
• Strategies for ensuring that staff are informed about continuous improvement processes, as well as the outcomes of continuous improvement processes.
• Mechanisms that can be used to obtain feedback from customers, suppliers and staff.
• Ongoing mentoring and coaching processes that can be used to ensure that staff are able to implement and support continuous improvement processes.
• Strategies for ensuring continuous improvement in sustainability.
• Knowledge management strategies to ensure that insights and experiences from the business’s activities are captured and learnings are accessible to all staff.
5. Send an email to the General Manager (your assessor)
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments, and seek their feedback and ask for the time, date and place of your presentation.
Attach the following to the email.
• Research notes.
• Continuous improvement policy
• Continuous improvement tools (x2)
• Continuous improvement PowerPoint presentation
Your assessor will also organise 2 other students to attend the presentation in the role of staff members. Your assessor and students roleplaying staff members will also ask questions, so be prepared to respond.
6. Conduct continuous improvement presentation
The final part of this assessment requires you to present your continuous improvement presentation.
Deliver your PowerPoint presentation to the team, addressing all the required content. Advise your team that they may ask questions at the end of the presentation.
During your presentation, you will need to demonstrate effective communication skills including:
• Speaking clearly and concisely
• Using non-verbal communication to assist with understanding
• Asking questions to identify required information
• Responding to questions as required
• Using active listening techniques to confirm understanding
Your team will offer suggestions, which you will need to incorporate into your continuous improvement policy, so you may need to write these down.
7. Update the continuous improvement policy
Revise your continuous improvement policy so that incorporates the feedback that you received during your presentation.
Name this document Revised Continuous Improvement Policy.
8. Send an email to the General Manager (your assessor) .
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should summarise the feedback you received at the presentation and explain the revisions that you have made to your continuous improvement policy.
Attach your revised continuous improvement policy to the email
Assessment
Task 3
Manage project human resources
BSBPMG515
Student Declaration
To be filled out and submitted with assessment responses
? I declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s)
? I understand that if I found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me
? I have correctly referenced all resources and reference texts throughout these assessment tasks.
? I have read and understood the assessment requirements for this unit
? I understand the rights to re-assessment
? I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student name
Student ID number
Student signature Date
Task Number
------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
? Student requested reasonable adjustment for the assessment
Completed successfully
Did the student satisfactorily: Comments Y N DNS
The following has been satisfactorily completed and submitted:
• Time management handout
• Observation checklist
• Initial Review Meeting report
• Post promoting team training
• Email to Project Sponsor
• Lessons learned report
• Plan to celebrate project closure with the team
• End of project survey
• Email to the project team
?
?
?
Demonstrated ability to:
• Implement ongoing development and training of project team members to support personnel and project performance
This is evidenced by:
• Performance management and training meeting with a team member (Role-Play in Task 3.1A). See observation checklist.
• Promotion of team training in Task 3.1B
?
?
?
Demonstrated ability to:
• Measure individuals' performance against agreed criteria and initiate actions to overcome shortfalls in performance
• Implement processes and take action to improve individual performance and overall project effectiveness
• Implement procedures for interpersonal communication, counselling, and conflict resolution to maintain a positive work environment
This is evidenced by:
• Performance management and training meeting with a team member (Role-Play in Task 3.1A). See observation checklist.
?
?
?
Demonstrated ability to:
• Monitor and report, for remedial action, internal and external influences on individual and project team performance and morale
• Identify and manage inter-project and intra-project resource conflict to minimise the impact on the achievement of project objectives
This is evidenced by:
Email to the Project sponsor in Task 3.1C
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?
?
Demonstrated ability to:
• Disband project team according to organisational policies and procedures
This is evidenced by:
Plan to celebrate the end of the project, end of project survey and email to team in Task 3.2B
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?
?
Demonstrated ability to:
• Identify and document human resource issues and recommended improvements
This is evidenced by:
Lessons learned report in Task 3.2A
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?
?
When working with the project team, the student has actively participated in group work with a substantial contribution that can be assessed individually for all the requirements of this task.
?
?
?
Task Outcome: Satisfactory ? Not Yet Satisfactory ?
Student Name:
Assessor Name:
Assessor Signature:
Date:
\
Table of Content
Student Declaration 2
Task 3 – Implement project human resource practices and finalise project human resource activities 6
Task 3.1 Manage and lead the project team 12
Task 3.2 Finalise human resource activities related to projects 17

Task 3 – Implement project human resource practices and finalise project human resource activities
Task summary and instructions
What is this assessment task about? This task builds on Task 2.
Refer to and read the documents saved in a separate folder:
o MMI Company profile and project task
o Policies and Procedures
This task comprises of product-based assessment methods and direct observation from the trainer in a simulated work environment.
You are required to:
• Performance manage a team member
• Provide mentoring and coaching
• Promote team training
• Resolve a resource conflict
• Develop a lessons learned report
• Disband the team
It has been designed to evaluate your ability to:
• Implement ongoing development and training of project team members to support personnel and project performance
• Measure individuals' performance against agreed criteria and initiate actions to overcome shortfalls in performance
• Implement processes and take action to improve individual performance and overall project effectiveness
• Monitor and report, for remedial action, internal and external influences on individual and project team performance and morale
• Implement procedures for interpersonal communication, counselling, and conflict resolution to maintain a positive work environment
• Identify and manage inter-project and intra-project resource conflict to minimise the impact on the achievement of project objectives
• Disband project team according to organisational policies and procedures
• Identify and document human resource issues and recommended improvements
•
You are required to address the following:
• Task 3.1 Manage and lead the project team:
o Performance manage and train a team member (Role-Play
o Promote team training
o Address performance and resource conflict with project sponsor
• 3.2 Finalise human resource activities related to projects
o Complete lessons learned
o Disband the team according to organisational policies and procedures
What do I need to do to complete this task satisfactorily? • submit the completed assessment tasks, according to instructions,
• complete the tasks with sufficient detail and present them in a professional manner,
• use your own words and reference sources appropriately,
• meet the word count where required,
• use the scenario provided,
• use the templates provided where required
• apply critical thinking,
• for your performance to be deemed satisfactory in this assessment task you must satisfactorily address all of the assessment criteria,
• if part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate satisfactory performance.
Specifications You must deliver/participate in:
• Role Play in week 5- performance manage and train a team member
You must submit to GOALS
• Time management handout
• Observation checklist
• Initial Review Meeting report
• Post promoting team training
• Email to Project Sponsor
• Lessons learned report
• Plan to celebrate project closure with the team
• End of project survey
• Email to the project team
Resources and equipment • Computer with Internet access
• Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment document
• Relevant policies and procedures provided in a separate folder
• Use of the templates included in this assessment document
What will the assessor be looking for? Your assessor will be looking for demonstrated evidence of your ability to:
o Monitor individual performance and take remedial actions
o Implement project personnel training and development
o Lead the project team
o Manage inter-project and intra-project resource conflict resolution
o Finalise human resource activities related to projects
Re-submission opportunities You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Procedures
1. Review the assessment scenario, the business documentation, including policies and procedures and the templates provided:
o MMI Company profile and project task
o Policies and Procedures
Provided in a separate folder
o Templates:
? 1 – Initial Review Meeting in Task 3.1A
? 2 – Email in Task 3.1 C and 3.2 B3
? 3 - Lessons Learned in Task 3.2 A
o Review your work in Task 2
2. You have received a performance report about one of the team members:
o The team member is punctual
o The team member is behind completing his/her task
o The team member is not achieving one of the KPI associated with their role. Specify the KPI based on a role in your project human resource plan to contextualise the scenario
o The team member has reported that his/her partner has just lost their job, and this is causing additional stress in the workplace
o The team member does not feel engaged with the task allocated to him/her and believes that could do more
o One of the main issues with the team member is time management
o The team member’s current behaviour is negatively affecting the team’s morale
Schedule a time with the trainer and assessor in week 5 of class to:
o Initiate actions to overcome the shortfall in performance
o Implement processes and take action to implement the individual performance and overall project effectiveness
o Provide suggestions on how to improve time management (mentoring/coaching)
o Implement processes to improve interpersonal communication, offer to counsel and use conflict resolution techniques to maintain a positive work environment
Before the meeting
o Review the Effective Dispute Resolution fact sheet from Fair Work Australia: https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/best-practice-guides/effective-dispute-resolution#awards, taking notes on which aspects apply to the case study scenario.
o Plan for the meeting
o Prepare a handout on time management. Provide the team member with the handout during the meeting and advise on how to improve time management.
o Note: you can use a simple word page or have fun using templates for a brochure or a newsletter from Microsoft Office templates.
o Please note that you will have to submit the handout with your assessment.
o Start to fill out a performance management plan template (Initial Review Meeting). We provide the Initial Review Meeting section of the plan in Template 1. You can view the full form in the Policy and Procedures folder.
During the meeting
o Point out the shortfall in performance
o Describe clearly what the expected behaviour is
o Reinforce how vital teamwork is
o Demonstrate different methods for providing feedback to the team member
o Discuss how he/she could improve work performance
o Provide advice on time management and explain the content of the handout
o Apply conflict resolution techniques
o Communicate in style appropriate to the desired outcomes
3. After the meeting
o Recap the content of the meeting and make sure that you both agree on the steps necessary for performance improvement.
o Complete the performance management plan template (Initial Review Meeting). We provide that section of the plan in Template 1
o Duration: 20-30 minutes
o This is an assessable task, and the trainer and assessor will evaluate your performance during the meeting.
o If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play
4. Use the templates provided for the Initial Review Meeting as part of the performance management process.
5. Develop a social media post to publish on the social media page used for the project team to promote a training activity to address one of the following:
o Team Building
o Problem Solving
o Emotional Intelligence
Make the post engaging using an appealing tag line and a picture. Provide information about the date and time of the activity.
6. Part of your project team comprises of team members who work in other business departments and that have been assigned to the project on a part-time basis.
Lately, departmental managers have increased the workload on those team members creating a severe resource conflict that is impacting on the productivity and morale of the project team.
Reflect on how you could resolve this resource conflict:
o The team members feel they should be loyal to the team they come from; however, they are also committed to the project
o The additional workload is forcing the team members to work extra hours
o The team members are tired, and the rest of the team feels their stress
o The situation is impacting on the achievement of project objectives
Write an email to the project sponsor illustrating the situation and recommending two actions that will support the project team without impacting on the rest of the organisation.
You cannot hire additional project staff.
Additionally, inform the project sponsor of the outcome of the initial review meeting with the team member in Task 3.1A.
7. The project has now been completed
8. You have spent some time reviewing the project HR progress reports and summarised the following points:
o The induction process was not effective. The project team was given a long paper-based manual with lots of text. The team members reported that they could only recall 30% of its content
o The project team turnover was low
o The project team took several months to come together. They were happy with two team building activities you organised; however, they wish they had an opportunity to do team building earlier
o The HR planning linked directly to the WBS; however, the project team structure did not fully optimise the project delivery
o Communication between team members could be improved using technology more effectively
o Lessons learned were continuously delivered; however, corrective actions were not promptly applied
o The actual performance was accurately measured and reported
o Team members were provided with prompt feedback
o Opportunities for professional and personal development were adequate
o Resource conflict with other business departments impacted the project for over four weeks; the project sponsor did not think that remedial actions were a priority
o The team had to share office space with another team, and this caused continuous distractions
9. Complete the lessons learned report (Template 3) based on the project human resource review highlighting successes and providing inputs for improvements where needed.
o 8-10 problem/success with positive or negative impact.
o Two recommendations for each identified problem.
10. According to organisational policy and procedures, when disbanding the team, you should:
o Celebrate project accomplishment with the team
o Ask the project team for feedback
o Schedule a meeting with each team member to discuss their experience with the project and support them in their future endeavours
11. Outline how you will celebrate the project accomplishment with the team
12. Develop a survey to ask the team for feedback.
o 8-10 questions mixed of closed and open questions.
o Consider topics such as leadership and management from the project manager, communication within the team and with other stakeholders, training opportunities, skills development, personal and team achievements.
13. Send an email to team members advising them about the opportunity to meet with you to discuss their experience with the project.
Additionally, inform them about the survey (Task 3.2B2) and its importance. Give them a timeframe to respond to the survey. Include the survey in the attachment in your email.
Although the assessment is worked in a project team to simulate the work environment that you would experience when delivering a project for an organisation, the assessment submission is individual, and it will be marked as such.
Complete the following activities:
Task 3.1 Manage and lead the project team
A) Performance management and training
You have received a performance report about one of the team members:
• The team member is punctual
• The team member is behind completing his/her task
• The team member is not achieving one of the KPI associated with their role. Specify the KPI based on a role in your project human resource plan to contextualise the scenario:
• The team member has reported that his/her partner has just lost their job, and this is causing additional stress in the workplace
• The team member does not feel engaged with the task allocated to him/her and believes that could do more
• One of the main issues with the team member is time management
• The team member’s current behaviour is negatively affecting the team’s morale
Schedule a time with the trainer and assessor in week 5 of class to:
• Initiate actions to overcome the shortfall in performance
• Implement processes and take action to implement the individual performance and overall project effectiveness
• Provide suggestions on how to improve time management (mentoring/coaching)
• Implement processes to improve interpersonal communication, offer to counsel and use conflict resolution techniques to maintain a positive work environment
Before the meeting
• Review the Effective Dispute Resolution fact sheet from Fair Work Australia: https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/best-practice-guides/effective-dispute-resolution#awards, taking notes on which aspects apply to the case study scenario.
• Plan for the meeting
• Prepare a handout on time management. Provide the team member with the handout during the meeting and advise on how to improve time management.
Note: you can use a simple word page or have fun using templates for a brochure or a newsletter from Microsoft Office templates.
• Please note that you will have to submit the handout with your assessment.
• Start to fill out a performance management plan template (Initial Review Meeting). We provide the Initial Review Meeting section of the plan in Template 1. You can view the full form in the Policy and Procedures folder.
During the meeting
• Point out the shortfall in performance
• Describe clearly what the expected behaviour is
• Reinforce how vital teamwork is
• Demonstrate different methods for providing feedback to the team member
• Discuss how he/she could improve work performance
• Provide advice on time management and explain the content of the handout
• Apply conflict resolution techniques
• Communicate in style appropriate to the desired outcomes
After the meeting
• Recap the content of the meeting and make sure that you both agree on the steps necessary for performance improvement.
• Complete the performance management plan template (Initial Review Meeting). We provide that section of the plan in Template 1
Duration: 20-30 minutes
This is an assessable task, and the trainer and assessor will evaluate your performance during the meeting.
If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to perform the Role-Play
Use the templates provided below for the Initial Review Meeting as part of the performance management process.
Template 1 - Initial Review Meeting
PERFORMANCE MANAGEMENT AGREEMENT
Employee Name Manager Name
Role & Department Role & Department
DATE PERIOD REVIEW DATES
From To Interim Final
Stages of Performance Management Plan
1. Initial Review: Employee and manager meet, discuss and agree on Performance Goals and Learning and Development Plan
2. Before next review: Employee to complete Interim Self-Assessment, Manager to complete Interim Manager’s Feedback
3. Interim Review: Employee and manager meet to assess employee’s work in review period - review self-assessment and feedback against Performance Goals and Learning and Development Plan
4. Before next review: Employee to complete Final Self-Assessment, Manager to complete Final Manager’s Feedback
5. Final Review: Employee and manager meet to assess employee’s work in review period - review self-assessment and feedback against Performance Goals and Learning and Development Plan
6. Manager to discuss with HR
7. Employee provided with an outcome
Initial Review Meeting notes
1 Manager outline of performance issues
(Min. 2)
2 Employee response/identification of support needs, etc
(Min.2 )
5 Summary of Action Points
6 Set date for next review
Performance Goals
Task / Responsibility (1-2) Required outcomes (1-2)
Task or behaviour required for the job
List the tasks and responsibilities that are relevant to the employee’s position.
e.g., Monitor email enquiries. Describe what the employee needs to do to achieve the task or responsibility successfully
The required outcomes must be specific, measurable and realistic. In most cases, the expected results will be described as a measurement of quality, quantity or timeliness.
e.g., All enquiries must be responded to within 2 business days of receipt.
Learning and Development plan
To be completed with the employee during the initial performance discussion meeting.
Learning need (1-2) Learning option (1-2)
Enter details of the skills and behaviours the employee would like to improve. This may be to improve outcomes or to develop new skills for future career goals.
For example – Improve customer service skills so that I can handle complex enquiries. List agreed on strategies to achieve the development
e.g. coaching, on-the-job training, external training.
INITIAL REVIEW MEETING ACKNOWLEDGEMENT
MANAGER EMPLOYEE
PRINT NAME PRINT NAME
SIGN NAME No need to sign SIGN NAME No need to sign
DATE DATE
B) Team training
Develop a social media post to publish on the social media page used for the project team to promote a training activity to address one of the following:
• Team Building
• Problem Solving
• Emotional Intelligence
Make the post engaging using an appealing tag line and a picture. Provide information about date and time of the activity.
Copy and paste the post below:
C) Performance, resource conflict and reporting
Part of your project team comprises of team members who work in other business departments and that have been assigned to the project on a part-time basis.
Lately, departmental managers have increased the workload on those team members creating a severe resource conflict that is impacting on the productivity and morale of the project team.
Reflect on how you could resolve this resource conflict:
• The team members feel they should be loyal to the team they come from; however, they are also committed to the project
• The additional workload is forcing the team members to work extra hours
• The team members are tired, and the rest of the team feels their stress
• The situation is impacting on the achievement of project objectives
Write an email to the project sponsor illustrating the situation and recommending two actions that will support the project team without impacting on the rest of the organisation.
You cannot hire additional project staff.
Additionally, inform the project sponsor of the outcome of the initial review meeting with the team member in Task 3.1A.
Use the template below to write the email. Note: you don’t need to send the email, just write the email using Template 2. (50-100 words)
Template 2 - Email
Email to Project Sponsor
To:
Cc:
Bcc:
Subject:
Date email is sent:
Attachments:
Task 3.2 Finalise human resource activities related to projects
The project has now been completed.
A) Lessons learned
You have spent some time reviewing the project HR progress reports and summarised the following points:
• The induction process was not effective. The project team was given a long paper-based manual with lots of text. The team members reported that they could only recall 30% of its content
• The project team turnover was low
• The project team took several months to come together. They were happy with two team building activities you organised; however, they wish they had an opportunity to do team building earlier
• The HR planning linked directly to the WBS; however, the project team structure did not fully optimise the project delivery
• Communication between team members could be improved using technology more effectively
• Lessons learned were continuously delivered; however, corrective actions were not promptly applied
• The actual performance was accurately measured and reported
• Team members were provided with prompt feedback
• Opportunities for professional and personal development were adequate
• Resource conflict with other business departments impacted the project for over four weeks; the project sponsor did not think that remedial actions were a priority
• The team had to share office space with another team, and this caused continuous distractions
Use the templates provided below and follow the instructions.
Complete the lessons learned report (Template 3) based on the project human resource review highlighting successes and providing inputs for improvements where needed.
• 8-10 problem/success with positive or negative impact.
• Two recommendations for each identified problem.
Template 3 -Lessons Learned
Problem/Success Impact Recommendations
B) Disband the project team
According to organisational policy and procedures, when disbanding the team, you should:
• Celebrate project accomplishment with the team
• Ask the project team for feedback
• Schedule a meeting with each team member to discuss their experience with the project and support them in their future endeavours
1. Celebration
Outline how you will celebrate the project accomplishment with the team (30-50 words)
2. Survey
Develop a survey to ask the team for feedback.
• 8-10 questions, mixed of closed and open questions.
• Consider topics such as leadership and management from the project manager, communication within the team and with other stakeholders, training opportunities, skills development, personal and team achievements.
Copy and paste the questions below:
3. Email to the team
Send an email to team members advising them about the opportunity to meet with you to discuss their experience with the project.
Additionally, inform them about the survey (Task 3.2B2) and its importance. Give them a timeframe to respond to the survey. Include the survey in the attachment in your email.
Use the template below to write the email. Note: you don’t need to send the email, just write the email using Template 2. (50-100 words)
Template 2 - Email
Email to Project Team
To:
Cc:
Bcc:
Subject:
Date email is sent:
Attachments:
Task 3: Customer service improvement project
Task summary
This assessment task requires you to review the outcomes of a customer service survey, identify improvements required and communicate these to your team in the form of a report.
This assessment is to be completed in the simulated work environment.
Required
• Access to Learner Guide/other learning materials
• Computer with Microsoft Office and internet access
• A Guide to the Project Management Body of Knowledge(PMBOK) http://dinus.ac.id/repository/docs/ajar/PMBOKGuide_5th_Ed.pdf http://www.cs.bilkent.edu.tr/~cagatay/cs413/PMBOK.pdf
Submit to GOALS
• Continuous improvement report
• Email with continuous improvement report attached
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Assessment Task 3 Instructions
Carefully read the following:
Assume that, as part of the implementation of the continuous improvement system, that the company implemented a formal customer survey with the results shown below.
The survey was sent to a random sample of customers to be completed through survey monkey.
The survey was sent to 75 customers and 49 were returned.
As this was the first customer survey, customers were asked to respond to 4 general questions only.
Customer survey findings are as follows:
Overall satisfaction with E-OfficeWorx
• 26 totally satisfied
• 18 somewhat satisfied
• 4 dissatisfied
• 1 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.
Ease of doing business with E E-OfficeWorx
• 20 totally satisfied
• 19 somewhat satisfied
• 8 dissatisfied
• 2 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with ease of business is 47%.
Customers who said they would purchase products from E-OfficeWorx again are:
• 42 totally satisfied
• 6 somewhat satisfied
• 1 dissatisfied
• 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that would purchase products again is 72%.
Customers who said they would recommend E-OfficeWorx to others
• 38 totally satisfied
• 8 somewhat satisfied
• 3 dissatisfied
• 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.
Complete the following activities:
1. Write a continuous improvement report
Analyse and report on results provided in the case study information.
Review the survey data and provide a report to the General Manager (your assessor) on the results.
Also include your recommendations for actions based on your analysis. Your report should be between half a page and one page.
Your report must be written in clear and concise English and include:
• An analysis of the overall results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty. You should convert the findings into bar charts that clearly shows the results of the survey and in percentages. If you are not sure how to do this, use word help to find out how to create charts in word.
• Your overall analysis of how the company is performing in terms of customer service.
• Your recommendations for future customer surveys. Include at least two recommendations.
2. Send an email to the team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your continuous improvement report to the email.