Business, Accounting and Finance

BSBWOR502 Lead and manage team effectiveness
Assessment is all about collecting evidence and making decisions as to whether or not a student has achieved competency. Students are required to answer all the questions. Evidence is information gathered that provides proof of competency. While evidence must be sufficient, trainers and assessors must focus on the quality of evidence rather than the quantity of evidence.

Part 1

1. What is involved in consulting team members to establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance with organisational goals, plans and objectives? We would expect to see details on the team charter as part of your response.

2. What needs to be considered when developing performance plans to establish expected outcomes, outputs, key performance indicators (KPIs) and goals for work team?

3. How do you support team members in meeting expected performance outcomes? Please ensure you include use of a) positive coaching, b) use of praise, c) bonding and d) performance plan.

4. As a leader, you need to develop strategies to ensure team members have input into planning, decision making and operational aspects of their work team. What are some key elements you will need to consider?

5. Develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities.

6. How do you go about providing feedback to team members to encourage, value and reward individual and team efforts, and contributions?

7. When the issues, concerns and problems are identified by team members, how do you develop processes and ensure that they are recognised and addressed?

8. How do you encourage team members and individuals to participate in and to take responsibility for team activities, including communication processes?

9. As a leader you need to support the team in identifying and resolving work performance problems. What do you need to consider?

10. How do you ensure own contribution to work team serves as a role model for others and enhances the organisation’s image for all stakeholders?

11. Establish and maintain open communication processes with all stakeholders

12. What sort of information do you need to communicate from line manager / management to the team?

13. What unresolved issues, concerns and problems raised by team members and follow-up with line manager/management and other relevant stakeholders, do you need to communicate?

14. How do you evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders?

Part 2

Project 1 – Case Study

ABC Company sells a range of exclusive products across Australia through 1 online and 100 retail stores. The organisation is committed to:

· Offer innovative product solutions and meet the changing needs of customers

· Providing high quality and innovative products and services to customers

· Deliver great customer service

· Employing professional and enthusiastic staff

· Adopting sustainable work practices and provide ‘green’ products

· Undertaking continuous improvement processes

Now, you work as one retail store’s Team Manager and you manage 3 Administrative Officers. You have received the role of Administrative Officer’s job description from HR.

Job Tile: Administrative Officer

Reporting to: Team Manager

Salary: $42,000 p.a. + 9.5% superannuation

Hours: 38 hours per week

Location: Head office

Purpose of the position

Performs administrative and office support activities for the Customer Support team. Duties may include fielding telephone calls, receiving and directing visitors, word processing, creating spreadsheets and presentations, and filling. Extensive software skills are required, as well as internet research abilities and strong communication skills.

Responsibilities and duties

1. Store, organise and manage customer files

2. Provide administrative support to the Customer Support team

3. Manage and distribute information within the Customer Support office. This includes sending and receiving correspondence, answering phones and responding to electronic communication via email or the customer support web site.

4. Scheduling appointment and preparing presentation materials

5. Talking dictation or recording the minutes of meetings

6. Relieving at the main reception desk

Key performance indicators

1. Maintain a log for all information distributed in the Customer Support team

2. Ensure customer support records are filed and maintained on a daily basis

3. Provide prompt and reliable administrative support to the Customer Support team

4. Maintain confidentiality when taking minutes for executive meetings

5. Work effectively with the executive administrative support team in relieving duties

Required knowledge and skills

· Complete Certificate III in Business Administration or higher qualifications

· At least 1-year customer service experience

· Knowledge of customer service principles and practices

· Excellent written and verbal skills

· Excellent interpersonal skills including the ability to deal with external customers

· Proficiency in CRM systems

· Proficiency in MS Office applications

· Keyboarding skills at a minimum 30 words per minute with 98% accuracy

· High personal standards

For this Case Study, you are required to explain each of these points for this particular scenario, in essay or report format. It is expected that you will write approximately 1 paragraph on each point.

1. Encourage the Administrative Officer and foster an understanding of the purpose, role and responsibilities

2. How you will identify and resolve any problems that arise

3. You will provide feedback to encourage, value and reward the Administrative Officers

4. You will model the desired behaviours and practices that you expect from your staff

5. Develop a policy and a procedure that will ensure the team members take responsibility for their own work and assist others to undertake required roles and responsibilities, (suggested task relieving reception)

6. Establish a process to address issues and resolve performance issues (suggested task create & maintain a Log for the for all information distributed in the Customer Support team)

7. Conduct a weekly support team meeting to discuss and gain agreement on expected performance outcomes including how the formal and informal learning opportunities will be provided

8. Develop a performance plan for one Administrative Officer with KPIs, outputs and goals to incorporate input from stakeholders

9. Request your Administrative Officer to present and communicate effectively with key stakeholders about the team performance plans and this week’s team performance

10. Organise for two-way flow of information between team and management relevant to that team performance

11. Evaluate and take necessary corrective action regarding any unresolved issues, concerns and problems raised by internal or external stakeholders that relate to this week’s team’s performance. (Give at least 1 example of an unresolved issue & the what corrective solution they propose).

Assessor needs to use the below team performance case study checklist to assess the project.

Items

Yes/ No

Comments

Encourage the Administrative Officer and foster an understanding of the purpose, role and responsibilities

How you will identify and resolve any problems that arise

You will provide feedback to encourage, value and reward the Administrative Officers

You will model the desired behaviours and practices that you expect from your staff

Develop a policy and a procedure that will ensure the team members take responsibility for their own work and assist others to undertake required roles and responsibilities, (suggested task relieving reception)

Establish a process to address issues and resolve performance issues (suggested task create & maintain a Log for the for all information distributed in the Customer Support team)

Conduct a weekly support team meeting to discuss and gain agreement on expected performance outcomes including how the formal and informal learning opportunities will be provided

Develop a performance plan for one Administrative Officer with KPIs, outputs and goals to incorporate input from stakeholders

Request your Administrative Officer to present and communicate effectively with key stakeholders about the team performance plans and this week’s team performance

Organise for two-way flow of information between team and management relevant to that team performance

Evaluate and take necessary corrective action regarding any unresolved issues, concerns and problems raised by internal or external stakeholders that relate to this week’s team’s performance. (Give at least 1 example of an unresolved issue & the what corrective solution they propose).

Assessed by ______________________________________________

Assessor Signature_________________________ Date _________

Business, Accounting and Finance

BSBWOR502 Lead and manage team effectiveness
Assessment Outcome Record

In order to be deemed competent in this unit, the candidate must answer all written questions correctly and satisfactorily complete all practical tasks. In order to complete all practical tasks, all Observation Criteria need to be satisfied, i.e. demonstrated and marked as an ‘S’. The task summary outcome must be noted as satisfactory to note the demonstration of a satisfactory outcome for each practical task requirement.

Student Name

Not Yet Competent

Competent

Comments