RTO 90982

CRICOS 02599C

Lecture Assessment 1
Knowledge Test & Case Study
Unit: BSBMGT617 Develop and implement a business plan

Qualification: BSB61015 Advanced Diploma of Leadership and Management

Training Package BSB Business Services

Due Date: Assessment Type:

Week 4
Knowledge Test & Case Study

Student Name: Student No:

By submitting this Assessment I acknowledge my understanding of plagiarism

Plagiarism

All work must be done individually. Copied work will not be accepted and could lead to an “academic
non-performance” rating. Plagiarism by a student will result in an automatic ‘NYS’, and as well as
being recorded, may result in further disciplinary action such as a student’s exclusion from a course.
Plagiarism is presenting and using someone else’s work, writings or ideas as your own with or
without their consent.

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 Assessment submission rules and conditions
I have read and agree to the assessment guidelines conditions below.

1. The purpose of this activity is to assess your knowledge and skills of the unit.

2. If you have any considerations that may affect your performance in the assessment please inform
your assessor immediately. Your assessor will provide you with a suitable alternative to complete
this assessment.

3. To gain competency for this assessment, demonstrate competency in activity tasks by the due
date.

4. Student downloads the assessment through Moodle.

5. Student completes the assessment cover page ensuring they have written their name and student
number. Online submission opens one week prior to due week and cut off date is set on
Saturday at 11:55pm in the week of due date.

6. In case of late submission, the student is only able to submit the assessment with permission. The
Student is first required to see student services and make late submission fee payment before
submitting the assessment after due date. The student service officer issues the receipt and
student is required to see Trainer to submit the assessment. The trainer will grant extension on
Moodle for the student to re-submit their assessment.

7. The student will receive results within 2 weeks from due week, resulting in a determination of
Satisfactory (S) or Not Yet Satisfactory (NYS) for the task and this result will be displayed on
Moodle.

8. In case of ‘NYS’ (not yet satisfactory) result of the assessment, the student is given an
opportunity to re-attempt and submit the assessment by an agreed date with their assessor or as
soon as possible within the duration of the unit. The trainer will grant extension on Moodle for
the student to re-submit their assessment, cut off date of re-submission is Saturday at 11:55pm in
week 8. Re-attempted assessments submitted during the term will not incur penalty.

9. The re-attempted work must address the specific performance tasks beyond doubt for the
assessor to issue a satisfactory (S) result. The system allows the student to re-attempt online
two times within the duration of the unit. Student is required to meet their assessor before
submitting the third re-attempt. The assessor will grant extension manually only by request. A
repeat NYS outcome could lead to an administration fee.

10. Any re-submission or late submission occurring during week 8, the student is required to see
trainer before submitting the late or re-assessment. The trainer will grant extension on Moodle
by request only and the submission will be closed on Saturday at 11:55pm in week 8.

11. Any re-submission or late submission occurring during week 9, the student is required to see
trainer before submitting the late or re-assessment. The trainer will grant extension on Moodle
by request only for 15 minutes. Therefore students should be ready to submit their assessment
before going to see the trainer.

12. All work must be done individually. Copied work will not be accepted and could lead to an
academic "non-performance” rating. See below about Plagiarism.

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 Plagiarism

Plagiarism by a student will result in an automatic ‘NYS’, and as well as being recorded,
may result in further disciplinary action such as a student’s exclusion from a course.
Plagiarism is presenting and using someone else’s work, writings or ideas as your own
with or without their consent.

Some examples of plagiarism as follows

 Presenting work by another individual as one’s own unintentionally

 Handing in assessments markedly similar to or copied from another student
 Handing in assessments without the sufficient acknowledgement of sources
used, including assessments taken totally or in part from the Internet

13. Appeal process - If you feel the decision made by your assessor was incorrect please refer to
your Student Handbook for information on assessment appeals for the required steps to appeal
this decision. Download the assessment you want to appeal and complete the appeal box in
Feedback Evaluation Sheet by signing as to whether you wish to appeal. You are required to hand
the hard copy in to student services.

• Submission requirements

If an assessment is not submitted in accordance with the submission requirements then it will be
deemed as being non-compliant. Non-compliant submissions result in pending on being marked and
/or recorded NYS.
 All submissions must be done by PDF file. Student is required to convert word file
assessments, PowerPoint presentation and other attachments to PDF before submitting
unless the evidence is required to submit its original format (eg. word or excel).
 The first page in the file must be cover page. Both the cover page must contain student name
and student number.
 Student is allowed by default to upload up to five documents on each submission. You must
upload each file separately. You must not upload zip file.
 Submissions from overseas are not allowed as students are required to be in Australia to
attend their regular classes.

Late submission

Late submission arises in two cases.

1. Student does not submit the assessment in time because of their own fault. In this case, the
student is required to make late submission fee of $50 before submitting the assessment
after the due date.
2. Student has approved leave. In this case, the student is exempted from the late submission
fee payment. The student is required to show their deferment approve letter from the
college to their trainer. The trainer will re-open the submission on Moodle for the student.

I have read and agree to the assessment guideline conditions above.

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Task Description:

There are two parts to this assessment task, Part A & B.

The first part of this assessment is Knowledge Test. You are required to answer various
questions to demonstrate your underpinning knowledge of this unit.

In the second part of this assessment, Part B, you are required to read a given case study,
monitor and respond to implementation results of a business plan. Then write a report.

Procedures:

1. Read carefully all written questions provided below.

2. Conduct necessary research. Your lecture notes, online resources and workbook
may also assist you to complete this assessment.
3. In your own words, answer all questions in the space provided. Please note that
your answers must be detailed, demonstrate that you have conducted research and
be approximately 100 to 150 words. Bullet point answers will not be
accepted and any references made should be documented.
4. Submit your assessment to your assessor by the due week.

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Part A – Knowledge Test

1. What are the common reasons for developing a business plan? Outline processes for
developing business plans and describe for what reasons might an organisation need to review
business and operational plans?

There are many reasons that normally use to support to develop a business plan. So, I’ll

outlines some of the significant reasons below;

1. A business plan is vital to helping you get finance

If you're seeking finance for your business, you'll need to show banks and investors why

they should invest in your business.

2. A business plan help you priorities

A complete, thoughtful business plan is one of the most valuable tools in helping you reach

your long-term goals. It gives your business direction, defines your objectives, maps out

strategies to achieve your goals and helps you to manage possible bumps in the road.

3. A business plan can give you control over your business

Developing your business plan helps you to step back and have a look at how your business

is going and what you can improve on. If you have employees, the planning process can be

a good opportunity to seek their feedback on possible ideas and improvements. Then, your

employees will value this opportunity to contribute to the business.

The business plan can be develop by following four steps as step 1: analyze and interpret
the business vision, mission and objectives, value and goal outline in the strategy plan, step
2: begin consultant with stakeholders, step 3: review market requirements for products or
services, step 4: develop performance objectives and measures through consultation with
key stakeholders.

There are some situation that company might have to review their business and operation
plan. Such as, when they are doing a new business plan for the next period in order to get
the company into the right direction or every plan has been done or not.

2. Describe reasons why it is essential to consult with key stakeholders when developing or
revising a business plan.

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 It is important to regularly consult with the key stakeholders, especially when preparing to

write a business plan. Stakeholders (those who have an interest in or are directly affected

by the business plan) contribute to the shape of the plan, as they bring different perspectives,

insights and experiences to the organisation. Consultation with all areas or department

managers in particular is critical; it is impossible for one person to develop a business plan

without the input of each manager’s operational plans.

Consulting with others will produces a business plan that maximises the chance of success

and has the support of those people who have contributed to the development, as shown

here.

3. The strategic plan is developed and implemented to communicate and drive organisational
direction. Michael Porter agreed that there are three generic strategies. Describe them.
Michael Porter pointed out the three genetic strategies that will help the organisation to

adapt these strategies in order to develop their services or products to their customer.

There are Cost leadership, Differentiation and Focus.

1. Cost leadership is about the way that you develop strategy to take away the sale from

your competitor. There are two methods that help you to achieve the cost leadership as;

increase profits by reduce the costs while charging the industry average prices, and, increase

market share by charge lower price while still making the profit because the cost is reduced.

2. Differentiation is about strategy that you make the product or service different or more

unique from the other competitor in order to get more attractive or attention from the

customer.

3. Focus is about strategy that you concentrate on what on one particular area. For example,

you are focus on niche market.

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4. An effective way to set objectives is to follow the well known acronym SMART. Give one
example of a NOT SMART objective and change it to a SMART objective.

NOT SMART objective:

A mobile phone company need to improve their sales by the end of July.

SMART objective:

A mobile phone company would like to rise their sales. Therefor, they have set up their

objective to increase their sales by increasing their market shares to 15% in 3 months.

5. There are a number of processes and approaches that can be used to obtain input and
feedback from consultation. One of the tools is Root Cause Analysis (RCA).
o Explain what is RCA.
o What is the purpose of root cause analysis in analysing performance against planned
objectives?

RCA or Root cause analysis is about how to identify the root cause of any issues or problems
that happen during the consultation. RCA also help the organisation to analyse the problem
as what happened, how it happened, why it happened, and how to prevent the problem. For
example, if there is a problem has happened once, it most likely will happen again in the future.
So, if you know how to use RCA. Maybe you can find the root cause of the problem. Then,
you will have a chance to prevent the problem before it will happen agian in the future.

6. Explain the value of variance analysis in analysing performance against planned objectives.
Using your experience or research, list at least three reasons why there may be an
unfavourable variance.

The value of variance analysis is a great tool of business management that use to help the

business to make a good decision. Variance are the difference between actual of output or

outcome and the forecast of output or outcome. So, it will need to be compare between

the actual result and expect result that can help management contain and control the cost

and operational efficiency. Unfavourable variance is a term that can help management to

prevent problem that can affect to the company. For examples of the reason why there may

be an unfavourable variance.

1. when the actual sales less than the forecast sales

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 2. when occur net incomes is lower than expectation

3. when the actual cost is higher than forecast

7. Apart from using the Deming cycle, what other business improvement/continuous
improvement approaches might an organisation use? Identify one model and explain it.

Apart from using the Deming cycle, the business might use other business
improvement/continuous improvement model. Such as, quality management system
standards, balanced scorecard, six sigma, lean management, benchmarking and just
in time (JIT).

Six sigma is one of the business improvement model that use for improving the
effectiveness and efficiency of business processes across industry. There are five
steps as define (outline the borders of the project), measure (collect data pertinent to
the scope of the project), analyze (reveal the root cause of business inefficiencies),
improve (complete a test run of a change that is to be widely implemented) and
control (develop metrics that help leaders monitor and document continued success).

Part B

Procedures:
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1. Read the given case study (See Appendix 1)

2. Provide answers to all questions and provide a report (approximately 500 words)
addressing all the questions below.

a. What should you do when you notice that a system is not working well? Provide
possible examples.

b. You decided to conduct coaching sessions with a number of staff. To start with, you
chose to speak to customer service staff in order to resolve poor customer service.
During the coaching sessions, you hope to not only improve their performance but
hope to identify if performance indicators need refinement. Use the GROW model
to list the questions you will ask during the session. Attach the list to your report.

c. Explain how you would use process improvement tools and techniques, in line with
Deming’s PDCA cycle, to ensure continuous improvement. Provide possible
examples for each stage of the cycle.

d. What communication methods are appropriate to use to consult with key

stakeholders including business partners, financiers, customers, staff and technical
advisers?

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 Appendix 1 – Case Study: AAC Warehouse

AAC warehouse is located in Sydney CBD offering a range of home improvement products at
the premium end of the market. The company has been in business for over 30 years.
Currently 80 percent of their products are own brand products and made in Australia. The
rest are imported from overseas. It has always relied on the processes and work methods it
has had in place for all those years, and has had a steady stream of customers for its expensive
products.

The business plan has been implemented and you are regularly analysing business
performance. The business plan includes performance measures against key results areas,
including profit and loss, community awareness of branding, environmental impact,
governance, quality, sales and triple bottom line.

You have noticed that sales have been decreasing over the last six months. A number of
factors are driving this result, such as the current poor economic climate, new employees
not being as well trained as in previous years, existing staff workload increased and not
being able to complete their work on time, poor customer service, and a lack of modern
technology to assist all workers. These factors mean that production values are slipping
and sales are decreasing.

You collect test samples, analyse the data, and compare variations between actual and
forecasted performance. Subsequently you report the system failure.

In the last six months, the variance between actual sales and forecasted sales has reached
an unfavourable variance of 15 per cent.

There has never been a rigorous continuous improvement process in place, as the company
has always relied on its reputation for success.

In consultation with others, you need to review system processes and work methods to
identify opportunities for improvement, as well as identify refinements needed, and include
them in the business plan.

Case Study;

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According to Case study: AAC warehouse is the company that located in Sydney CBD
operating their service by providing the premium home improvement products for the
customers. They had been given a service about over 30 years. Also, they are setting their
products for the high-end customers in the premium market. AAC warehouse operates their
business by getting the products from the local supplier (Own by Australian) about 80 percent
of all the products that they are selling, and about 20 percent are importing from overseas.
Thus, AAC warehouse always well organize with their processes and work methods in order
to keep a business running steady and smooth. There are four questions mention before, I will
answer those question respectively below.

Question a: What should you do when you notice that a system is not working well? Provide
possible examples.

- If you find out that the system is not working well, or something might go wrong,
you should recheck it properly. Then, if it stills happen, you should report what
happen to supervisor, manager or IT department to solve the problem. For
examples from the case study, they had been used the system to analyze the
company performance by focus on sales performance that it shows sales continue
decrease over the last six months. After that, they found out that the system was
failure. So, they have to investigate, report and fix the system.

Question b: You decided to conduct coaching sessions with a number of staffs. To start with,
you chose to speak to customer service staff in order to resolve poor customer service.
During the coaching sessions, you hope to not only improve their performance but hope to
identify if performance indicators need refinement. Use the GROW model to list the questions
you will ask during the session. Attach the list to your report.

- You are planning to conduct coaching sessions with the staff about the customer
service performance in order to improve poor customer service. Also, you would
like to find out about which one is the best performance indicators, and which one
should be improve in order to get a better result for customer service. By using
GROW model for getting the list of questions for asking information from the
customer. The questions should be

What's important to you when it comes to the customer service,

What’s been going wrong so far about customer service performance,

How did you do it in case of improve customer service performance,

What exactly will you do to reach your goal, and when,

How will you overcome your obstacles,

What else could you do, imagine you already reached your goal.

Question c: Explain how you would use process improvement tools and techniques, in line
with Deming’s PDCA cycle, to ensure continuous improvement. Provide possible examples
for each stage of the cycle.
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 - By using Deming’s PDCA cycle that conclude with four steps as Plan (plan ahead
for change and analyze and predict the results), Do (execute the plan, taking small
steps in controlled circumstances), Study (check, study the results), and Act (take
action to standardize or improve the process). According to the case study comply
with Deming’s PDCA cycle, the suggestion for improvement should be: Plan step
should be start by defining the problem and the root of the cause why sales
decreased over the last six months, Do step should be the time for brainstorm to
get the potential solutions for the failure of system, Study step should be check and
find out more information for the solution that you already decide to use, and Act
step should be use the solution to solve the problem of system failure.

Question d: What communication methods are appropriate to use to consult with key
stakeholders including business partners, financiers, customers, staff and technical advisers?

- The communication method that appropriate to use to consult with key

stakeholders including business partners, financiers, customers, staff and technical
advisers is the formal meeting method. Because of formal meeting are formal or
appropriate ways to present the important information of financial, organization
and operational for stakeholders in order to make decision regarding to those
issue. For example, of formal meeting, there are financial committee meeting, board
of financial meeting, and annual shareholder meetings.

Lecture Assessment 1
Knowledge Test & Case Study
Feedback Evaluation Sheet
STUDENT’
STUDENT’S NAME:
S NO:
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 ASSESSOR’S NAME:

UNIT NAME: BSBMGT617 Develop and implement a business plan

Did the learner prove they can: YES NO

analyse performance reports against planned objectives

 
review performance indicators and refine if necessary
 
ensure groups and individuals contributing to under-performance are coached, and
provide training where appropriate  
review system processes and work methods regularly as part of continuous improvement
 
outline processes for developing business plans
 
describe performance objectives and measures including key performance indicators
 
identify key stakeholders
 
FEEDBACK TO STUDENT:

Assessment Outcome  Satisfactory  Not Yet

Satisfactory
 Re-assessment
required
ASSESSOR’S DECLARATION:
I hereby certify that the above student has been assessed by myself and all assessments are carried out as per
Assessor the Academy’s Assessment Policy & Procedure.
Signature
____________________________ Date: ______________
ASSESSOR SIGNATURE

APPEAL PROCESS:

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 I would like to appeal the outcome of this assessment as per the appeals procedure in the Student
Handbook

Student’s signature: _______________________ Date: __________________

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