Learner Instructions 1

(Implement operational plan)

Submission details

Students Name

Student ID

Group

Assessor’s Name

Assessment Date/s

The assessment task is due on the date specified by your assessor. Any variations to
this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below
for details.

Performance objective

The candidate will demonstrate the ability to implement operational plans.

Assessment description

In response to the scenario provided, you will consult with your manager (assessor)
to determine resource requirements, develop a detailed action plan for the
implementation of an operational plan, identify and use KPIs to monitor performance,
develop a contingency plan, and develop a written proposal (simple business case)
for fulfilling resource requirements in accordance with organisational policies and
procedures.

Procedure

1. Consider the assessment 1 scenario information, task and additional

documents provided.
2. Consult with your manager. Discuss:
a. resource requirements
b. options for implementing operational plan
 c. performance indicators
d. possible risks to implementation of operational plan and potential control
measures and reporting – ensure you discuss possible impact on work
teams and your proposals for providing information and consultation with
workers to ensure they are included in the planning process.
3. Develop plan for implementing operational plan with respect to one resource
(personnel, physical resource), include monitoring and reporting activities.
4. Develop a balanced scorecard for use in performance managing a team leader.
5. Develop a contingency plan for managing a risk to implementation. Include
consultative activities.
6. Develop a one page draft business case to propose resourcing. Include:
a. approximate cost for each item
b. explanation of benefit for organisation
c. summary of delegation authority and organisational procurement process.
7. Submit all documents required in the specifications below to your assessor.
Ensure you keep a copy of all work submitted for your records.

Specifications

You must:
● meet with manager to discuss resourcing

● submit action plan for implementation

● submit balanced scorecard for use in performance management of team leader

● submit contingency plan

● submit a one page draft business case.

Your assessor will be looking for:

● literacy skills to access and use workplace information, and to prepare draft
recommendations
● knowledge of principles and techniques associated with:

○ contingency planning
○ methods for monitoring and reporting on performance
○ monitoring and implementing operations and procedures
○ resource planning and acquisition
○ tactical risk analysis including identification and reporting requirements.
Assessment 1 scenario information: StorPlus Pty Ltd

StorPlus consists of three large supermarket distribution warehouses, which supply

over 50 small to medium sized independent supermarkets and convenience stores
throughout southeast Queensland.
StorPlus warehouses trade seven days a week from 5 am to 5 pm. Each warehouse
comprises a customer car park, delivery dock, dispatch dock, warehouse dry goods
area, frozen goods area, five checkouts and an office complex and staff room. The
business wholesales supermarket lines including dry food products, chemical
cleaners, refrigerated foods, fresh and frozen produce, cigarettes, alcohol, etc.
The business uses a computerised resource management, distribution and point-of-
sale system to monitor and control stock levels at each of three warehouses
(Brisbane, Gold Coast and Caboolture). The main warehouse in Brisbane has an
attached office space that accommodates senior management and head office
administration staff.
Each warehouse employs approximately 20–30 people. Typically, the workforce of
each warehouse comprises the following:
● one warehouse business manager

● picking and packing team, including manual loaders and unloaders, forklift
drivers, etc.
● distribution team, including drivers

● checkout team.

Each team has one team leader. Payroll and accounting functions are managed at
the Brisbane head office.

Task
It is the beginning of the 2012/2013 financial year. You are the warehouse business
manager for the Caboolture warehouse. Market research has indicated your
warehouse has a great potential for growth this financial year. According to
operational plans, the business plans to lift distribution capacity by 15% overall to
meet projected demand. The target for your warehouse is 20%.
You will need to consult with the operations general manager to discuss:
● resource requirements

● options for implementing operational plan

● performance indicators for team leaders to adhere to operational plan

● possible risks to implementation of operational plan, control measures and

consultative process.

Your manager possesses the information you need; however, you will need to plan
your meeting carefully and consider questions you will need to ask in order to gather
necessary information to complete this task.
Your budget for HR resourcing is $300,000 per annum and your budget for new plant
and equipment is $250,000.
In order to raise distribution capacity by 20%, all resourcing measures will need to be
in place by the end of the first quarter and show 20% improvement in distribution
capacity by the end of the second quarter.
You will need to:
● develop an implementation plan

● use performance measures to develop a balanced scorecard for use in

performance management of a team leader in your team
● undertake a risk assessment and develop a contingency plan for identified risks

● develop a one page draft business case for resourcing that the operations
general manager may use to make proposal to board of directors.
Business Manager
Manage organizational planning, from the high-level processes and culture down to
individual roles.

Implementation plan

Timeline Description

● Budget for HR resourcing is $300,000 ● Budget for new plant and equipment is
per annum $250,000

● To raise distribution capacity by 20%, all

● Distribution capacity by 15% resourcing measures will need to be in
place by the end of the first quarter

● Show 20% improvement in distribution

● Warehouse is 20%
capacity by the end of the second quarter

Management strategies:
Business Development To increase the competitive advantage over competitors. By
improving information systems, sales and product group management with the use of
information technology to manage the sales. Inventory Management and overall
operational planning along with personnel development. This is the most important
factor in the competition in the service industry.

Product and Inventory Management

The Company has set a policy for product group management by evaluating the flow
of goods. And profitability of each item in each category in the product selection.
The Company has set two standards for selection.
1. The product must be in the popularity of the first 5 consumers.
2. The product must have GP (Gross Profit) not less than GP.
Each month, the company will evaluate the sales of each item in terms of quantity
and value continuously. To improve the list of products to increase efficiency and
increase the proportion of high-margin products such as food and beverages.

Improvement plan
To make the operation of the business both in the central office and in the branch
management has higher potential and can accommodate the future competition.
The Company has set up a plan to improve its operations in the following areas.
1. Management
● Development of data connection system in each branch with centralized accounting
database.
● Improved order management and inventory management.
2. Marketing
● Promotional activities Develop and promote media relations target.
● Focus on activities that build relationships with the community.
3. Services
● Set standards for branch services to the same standard.
● Expansion of service lines into Pay Point Service or Counter Service
4. Financial
● Develop standard accounting and financial systems.

How Action The relevant part Time length

Inventory 1. Create a database with Purchasing: product
Management the same standard database
between the central and Account: Key data in the
branch stores. To control system and report. To make
the stock And not to the decisions
branches of the sale of Sales Department: Update
goods that have not yet information by purchasing
agreed. department. And follow.
Product 1. Look at the sales trends Account: Purchase report
Development of each product that grows for each SKU.
/ falls. In order to cut or Purchasing: Presenting new
find new products to products in replacement of
replace. poorly sold or new products
in the good sold.
Sales: New products to sell.
Or offer cut performance is
not good.
Promotion 1. Plan the promotion. Marketing: 3 month
Communicate with promotion plan with
relevant agencies. evaluation
Purchasing: Contact with
Supplier to prepare the
goods and communicate to
the sales account.
Account: Check the validity
of the discounted product.
Sales: Feed Back
Promotion
 Learner Instructions 2
(Implement resource acquisition)

Submission details

Students Name

Student ID

Group

Assessor’s Name

Assessment Date/s

The assessment task is due on the date specified by your assessor. Any variations to
this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below
for details.

Performance objective

The candidate will demonstrate the ability to implement resource acquisition.

Assessment description

In response to the scenario provided, you will consider a role required to be filled,
plan and conduct interviews. You will then plan the procurement of a resource and
complete a purchase approval process in accordance with organisational policy and
procedures.

Procedure

1. Examine the assessment 2 scenario information, tasks and supporting

documents provided.
2. Prepare to role-play interviews and agree on a time with your assessor. You will
need to prepare to interview candidates by developing:
a. tools for assessment of candidate
b. list of questions dealing with each desired skill/attribute
c. plan for interview.
3. Role-play interviews. Follow organisational procedures for conducting
interviews
4. (Task B) In accordance with operational plans and policies and procedures,
develop procurement action plan. Include notes explaining how activities in plan
 cover 15 principles in organisational policies and procedures. Include
consultative activities.
5. To fulfil an aspect of implementation, complete expenditure payment approval
form for approval.
6. Submit all documents required in the specifications below to your assessor.
Ensure you keep a copy of all work submitted for your records.

Specifications

You must:
● role-play two interviews lasting 3–5 minutes each

● submit tools for assessment of candidate, list of questions dealing with each
attribute and sample answers, plan for interview
● submit procurement action plan with notes explaining how plan covers 15
principles of procurement in organisational policies and procedures
● submit expenditure payment approval form.

Your assessor will be looking for:

● communication skills to induct employees

● literacy skills to access and use workplace information

● planning and organising skills to plan induction

● knowledge of principles and techniques associated with resource planning and

acquisition.
Assessment 2 scenario information: StorPlus Pty Ltd

StorPlus consists of three large supermarket distribution warehouses, which supply

over 50 small to medium sized independent supermarkets and convenience stores
throughout southeast Queensland.
StorPlus warehouses trade 7 days from 5 am to 5 pm. Each warehouse comprises a
customer car park, delivery dock, dispatch dock, warehouse dry goods area, frozen
goods area, five checkouts and an office complex and staff room. The business
wholesale supermarket lines including dry food products, chemical cleaners,
refrigerated foods, fresh and frozen produce, cigarettes, alcohol, etc.
The business uses a computerised resource management, distribution and point-of-
sale system to monitor and control stock levels at each of three warehouses
(Brisbane, Gold Coast and Caboolture). The main warehouse in Brisbane has an
attached office space that accommodates senior management and head office
administration staff.
Each warehouse employs approximately 20–30 people. Typically, the workforce of
each warehouse comprises the following:
● one warehouse business manager

● picking and packing team, including manual loaders and unloaders, forklift
drivers, etc.
● distribution team, including drivers

● checkout team.

Each team has one team leader. Payroll and accounting functions are managed at
the Brisbane head office.

Task A
It is the beginning of the 2012/2013 financial year. You are the warehouse business
manager for the Caboolture warehouse. In order to implement operational plans, you
will need to recruit three pickers and packers for the picking and packing team.
In consultation with the picking and packing team leader you have completed a job
analysis:

Role description:
Job title: Picker/packer
Duties and responsibilities:
● manual loading and unloading trucks
Job analysis
● reading orders printed from ERM system
● retrieving/ stacking items using hand/electric pallet trucks
and forklifts.
Relationships: Report to team leader
 Working conditions: Warehouse

Required skills, experience, qualifications, etc:

Qualifications: forklift operator licence (1*)
Experience: two years experience in warehouse (3)

Determine job Skills: manual lifting (2*), forklift operation (1*), engine repair (5)
specifications Knowledge: first aid (6),
Abilities: leadership potential (7)
Personality: team player (7) , personable (8), helpful(9), willing to
learn (3*)

Attributes are prioritised by number (* deemed essential)

You will need to prepare to interview candidates by developing:
● tools for assessment of candidate

● list of questions dealing with each attribute

● plan for interview.

You will then need to conduct two interviews of 3–5 minutes each (role-play with your
assessor) in order to be able to use assessment tool to assess candidate. Follow
organisational procedures for conducting interviews.

Task B
You are required to resource two 15m3, 3 pallet capacity freezer trucks. You will need
to:

● Develop an implementation action plan containing activities indented to cover

organisational policies and procedures. Include notes briefly explaining how
activities in plan cover all 15 principles contained in policies and procedures.
Include consultative activities.

Brisbane Commercial Motors submitted a successful quote of $135,000 (including

GST) for the two trucks including all on-road costs and servicing for three years. The
project name is Caboolture Distribution; the job number is C001; payment is to be
made by cheque. You will need to:
● Submit a completed expenditure payment approval form for approval.
 Interview Coaching. For Senior Managers & Executives. Be Bulletproof In Your Next
Interview. Be Memorable Confidently stand out in a market saturated with quality
candidates. Be Effective Impress the pickiest of recruiters and hiring managers by
clearly articulating why you're the best person for the job.

Coaching Plan
Employee Responsibilities Manager Responsibilities
Development Employee Success Manager Milestones Target Dates
Activities Measures Activities
Customer Serving Sit in on closing Pull up after all Once a week for
Engage with % customer
calls, providing sales visits to first month until
customers satisfaction with immediate discuss why goals reached
product line feedback closing did or did
not occur
Training of Monitor the % of Performance Once for 1 years
Engage workers % of
professional training of management on
with strategic development performance professional half of staff in all
goals of business management development teams
and support processes
professional carried out
development in
line with strategic
goals

Record the time of Decrease picking Once a month

Increase Improving the 1. Picking times
picking and time 1 minutes until goals
distribution picking and
2. Delivery times delivery reached
capacity delivery proficiency

Record the cost of Once for 2

Budget and Decreasing the $ cost of delivery Decreasing the
delivery (etc. Fuel months
income delivery cost and maintenance) cost of
maintenance

Open the OHS

Improve health of Attend OHS Hours of OHS 1 hour to end of 2 hours per
consultation
employees consultation consultation second quarter quarter
across all teams
 Performance management plan

Objectives Strategic direction Target By when Reported

Engage with customer 05/2013 Sales Dep.
Comment from team Less than five complaints
members: quality is per 100 orders
really important to
85% customers satisfaction
us with product line
90%
Engage workers with Five hours of 05/2013 Project Dep.
No training
strategic goals professional
development
including coaching
for each team
member
Increase distribution Performance 05/2013 Project Dep.
5–10 minutes
capacity within management
financial year processes should
be carried out for all
employees twice per
year
Budget and income See budget 06/2013 Account Dep.
Expenses including
references
wages/$850,000
Cost of goods sold
$300,000
Revenue $1,200,000

Control direct and 20% reduction in operating 05/2013 Account Dep.

Only 10% reduction
indirect costs of expenses
operations within because of
budget inappropriate
overtime
 Learner Instructions 3
(Monitor operational performance)

Submission details

Students Name

Student ID

Group

Assessor’s Name

Assessment Date/s

The assessment task is due on the date specified by your assessor. Any variations to
this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below
for details.

Performance objective

The candidate will demonstrate the ability to monitor operational performance.

Assessment description

In response to the scenario provided, you will implement a performance management

system to monitor and manage the performance of an employee, including planning
and role-playing a coaching session. You will then monitor performance of systems
and processes, including budgetary control. Finally, you will prepare
recommendations on the implementation of the operational plan, including
recommendations for improvement.

Procedure

1. Examine the assessment 2 scenario information, tasks and supporting

documents provided.
2. Task A – Arrange a time with your assessor to role-play coaching session.
3. Using performance data provided, monitor performance of individual.
 4. Plan and conduct coaching session for individual employee. In your session,
ensure you address performance, use of resources and safety. Ensure you
conduct coaching in the context of the organisation’s performance management
system. Follow the performance management process outlined in policies and
procedures with regard to:
a. performance plans
b. record-keeping (performance management plan).
5. Task B – Using the data provided, monitor warehouse performance and
performance systems. Analyse financial data to monitor financial performance.
6. Using the results of your monitoring activities in step 5, develop 2–3
recommendations for improvement of operational plan or implementation of
plan. Include:
a. reference to performance of management systems
b. reference to financial/ budgetary performance.
Note: Due to limited information available in simulated business scenario,
recommendations may be provisional and depend on further
investigation. For example, ‘COGS is outside of target range. Possible
reasons for this issue are…possible courses of action to remedy the
performance issue are…because…’
7. Submit all documents required in the specifications below to your assessor.
Ensure you keep a copy of all work submitted for your records.

Specifications

You must:
● role-play coaching session

● submit coaching plan (dated to show prompt action)

● submit performance management plan

● submit 2–3 recommendations on implementation of operational plan (as part of

management report).

Your assessor will be looking for:

● coaching and mentoring skills to provide support to colleagues

● literacy skills to access and use workplace information, and to prepare reports

● planning and organising skills to monitor performance and to sequence work of

self and others to achieve planned outcomes.
● knowledge of principles and techniques associated with:

○ methods for monitoring and reporting on performance

○ monitoring and implementing operations and procedures
○ problem identification and methods of resolution
 ○ relevant budgeting and financial analysis, interpretation and reporting
requirements
○ resource management systems at the tactical implementation level
○ resource planning and acquisition
○ tactical risk analysis including identification and reporting requirements.
Coaching plan Team leader of picking and packing
Team member: Susan

Action plan How Timing-Date Completed

Time How to manage 1/02/2013 Yes

management time and their job
within working
hours.

Professional Provided external 10/02/2013 Yes

development coach

Forklift skill To training staff 20/02/2013 Yes

about how to use
the machine.
WHS skill
Provided external 28/02/2013 Yes
coach

Role play scenario

Manager: Hello Simon, today, I will be your coach for 4 topics related to your
performance result.
Staff: Hello, Michael. I am ready to learn and improve myself.
Manager: First, I would like to discuss about skill of using forklift. From the
result the sale is less than expect due to customer decline the
order. This is come from lack of worker skill. So you need to coach
worker about to use so they can continue their work and meet
company target which is $200,000
Staff: I am so sorry about this issue. The machine is quite new to me as
well. I will learn more and teach other staffs.
Manager:
 Time management skill. This is an effect from lack of skill in forklift
so it delays all process. Company has to pay for overtime which
increases a lot of cost to operation.
Staff: I will reduce overtime by assign task to all staffs and ensure that
they can work on the track.
Manager: Staff development is important to company because If there
has more knowledge and skill so they can work better. We
need experiences and also skilled staff to help drive our
business.
Staff: I will prepare for training for all staff from now on.
Manager: Good, in the training, please add issue about strategic goals
of business and support professional development in line with
strategic goals. This is a requirement follow company policy
that team leader needs to provide three hours of professional
development including coaching for each member team. I
wants you to help support staff in their professional
development.
Staff: No worries, I will manage it.
Manager: We need to provide safety workplace to staffs and ensure that
they know how to protect and prevent themselves from
accident.
Staff: I ever think that it is not important.
Manager: It is serious issue. Because, if the accident happed in
workplace it will cause harm to staffs. Moreover, The
government has Work Health and Safety Act that every
company need to follow to crease safe workplace.
Staff: Ok. I will concentrate on this issue. Thank you for your coach
today.
Manager: You’re welcome.
 Performance Management Plan
Team leader of picking and packing
Manager: Michael

Objective Strategic performance By when Reported

direction

Control cost of Control direct and 20% reduction in 02/2013

operation indirect cost of operating expenses
operations

Engage workers with Staff development 5 hours of professional 03/2013

strategic goals of development including
business and support coaching for each
professional member
development in line
with strategic goals.
(Targets to be set by
individual managers.)

Increase distribution Increase 5-10 minutes 04/2013

capacity by 15% distribution on
overall within financial weekday
year.
Volume of order
handled by team
$500,000

Create workplace Improve health of 2 hours per quarter 05/2013

safety environment employees
(Task B) Using the data provided, monitor warehouse performance and
performance systems. Analyze financial data to monitor financial performance.


Using the results of your monitoring activities in above, develop 2–3
recommendations for improvement of operational plan or implementation of
plan.
To recommendation for StorPlus performance, firstly, we need to improve staff
development program. Regular training is important for staff so we can keep up with
their work and fill gap on-time. Especially, when there has implement of new system.
We need to monitor closely that staff can go along with new system. This will help
reduce error or delay in work process.
Secondly, control cost of wage. This is a big spending in financial report. It is
occurred in last financial year because staff lack of skill so it create delay of work.
Company need to pay for overtime to let staff complete customer’s order. This can
create lost to company. Hence, to improve this issue, we need to manage staff work.
Assign job to all staffs and ensure that the work assigned is right to each staff
performance. We could ask staff to finish their work in time and hurry in their
process.
Those two recommendations are related to each other. If staff has well trained so
they will work faster and company does not need to pay overtime. Hence, we will gain
both skilled staff and save cost.