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Candidate Name:

Student No

BSB40807: Certificate IV in Frontline Management: Assessment Task Workbook

© Sandy Welton

BSB40807_Assessment Task Workbook_SAMPLE

TTaabbllee ooff CCoonntteennttss Terms and Conditions 4 Instructions to the Candidate (trainee) 4 Submitting your evidence portfolio 4 Ownership and plagiarism 4 Re-submission of your evidence portfolio 4 Declaration by Candidate 5 Purpose of this Assessment Workbook 6 Core Units 6 Elective Units 6 Safety 6 Australian Qualifications Framework (AQF) 7 Assessment 1: Questions - Customers and promotions 8 Assessment 2 - Project - Customers and promotions 14 Task 1: 14 Task 2: 15 Task 3: 16 Task 4: 17 Assessment 2 - Project Task 4 18 Observation Checklist 18 Assessment 3: Questions - Leading the team 20 Assessment 4 - Project - Leading the team 25 Task 1: 25 Task 2 27 Task 3 28 Assessment 5: Questions - Managing Projects and Risks 29 Assessment 6 - Project - Managing Projects and Risks 35 Task 1: 35 Task 2: 39 Task 3: 42 Assessment 7: Questions - Occupational Health and Safety 43 Assessment 8 - Project - Occupational Health and Safety 49 Task 1: 49 Task 2: 50 Task 3: 51 Task 4 54 Assessment 9: Questions - Legislation 55 Assessment 10 - Project - Legislation 58 Task 1 58 Task 2 59 Candidate self-assessment and submission of evidence 60 Assessment Matrix 61 Summative Assessment 62


© Sandy Welton

BSB40807_Assessment Task Workbook_SAMPLE January 2012

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Submitting your evidence portfolio

It is your own responsibility to provide evidence of your competency. Your assessor will support and guide you through the process of assessment and give you feedback and advice.

You should note that your evidence portfolio must be retained by the Registered Training Organisation for audit purposes and will not be returned to you.

If you wish to keep any evidence, you should make a copy prior to submission for assessment.

If possible, you should also submit copies of any workplace documents that may be relevant to the units of competency. In this case you will need to gain approval to provide the copies from your employer.

In addition to completing this Assessment Task Workbook, you should also submit the following documentation in your evidence portfolio:

Curriculum vitae for the last 5 years.

Copy Certificates and Statements of Attainment for nationally recognised qualifications that you currently hold. These copies must be certified by a Justice of the Peace.

Evidence (if applicable) of: o Membership of professional networks o Attendance at seminars, conferences etc o Attendance at in-house or external training sessions

Ownership and plagiarism

You are advised by accepting these terms and conditions you have declared that the evidence you submit is your own work or the result of your own research.

The evidence you submit must be your own and contain no material written by another person except where due reference is made.

Note that if you quote any source in your evidence, you must provide a reference to the source in order to ensure that you do not breach Copyright legislation.

Re-submission of your evidence portfolio

If your evidence meets the requirements of the units of competency you will be assessed as Competent (C).

If your evidence does not meet the requirements of the units of competency you will be assessed as Not Yet Competent (NYC).

If you are assessed NYC, it is important to discuss your re-submission with your assessor as you may be given one opportunity only to revise and re-submit your evidence portfolio.


© Sandy Welton


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I acknowledge that the assessment process has been fully explained to me, and that I understand:

The purpose and outcomes of the assessment process

The relevant units of competency

Recognition of prior learning options and processes

The appeals process

Confidentiality and security of information

Reasonable adjustments to the assessment process for special needs

I acknowledge that I have read the terms and conditions on the previous page. I understand my rights and responsibilities and agree to the terms and conditions

I agree to the assessment process.

Candidate Name Candidate Signature Date


© Sandy Welton


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This Assessment Task Workbook has been designed to allow you to provide evidence that demonstrates your competency in the qualification BSB40807: Certificate IV in Frontline Management.

The qualification rules require completion of 10 units in total, being 4 core units and 6 electives. There is considerable choice of electives in the packaging rules.

This Assessment Task Workbook is designed to be used in a learning and assessment pathway for a training situation where you are attending one day workshops on a regular basis, together with workplace projects to be completed between workshops.

In this course, electives have been selected for you - as the most appropriate for covering the key range of skills and knowledge relevant to a Frontline Manager.

CCoorree UUnniittss

1. BSBMGT401A Show leadership in the workplace

2. BSBMGT402A Implement operational plan

3. BSBOHS407A Monitor a safe workplace

4. BSBWOR402A Promote team effectiveness

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5. BSBCMM401A Make a presentation

6. BSBCUS501C Manage quality customer service

7. BSBMGT403A Implement continuous improvement

8. BSBMKG413A Promote products and services

9. BSBPMG510A Manage projects

10. BSBRSK401A Identify risk and apply risk management processes

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If at any time during the assessment process, your assessor considers that the safety of any person is at risk they will abort the assessment session.


© Sandy Welton


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During the assessment process, you are required to demonstrate the relevant characteristics and distinguishing features of the learning outcomes for AQF Level Certificate IV.

The assessment activities in this Assessment Task Workbook are designed to provide you with sufficient opportunities to demonstrate these characteristics and distinguishing features.

Your assessor is required to confirm that you meet the requirements for Certificate IV AQF level.

They are stated as follows:


© Sandy Welton


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The answers may be completed by you during workshop sessions, or as a self-paced assignment.

You may refer to your learning materials and conduct any necessary research when completing the answers.

These questions relate to Section 2 of the Learning Guide.

Questions and candidate’s answers

1. List 8 factors that influence customer behaviour

2. When researching customer needs, there are 3 main factors that will influence their needs. What are they?

3. Good customer relations depend upon quality of service and the way complaints are resolved. What should a frontline manager put in place to ensure that complaints are resolved satisfactorily?

4. When a product is sold, what does the law require?

5. As a frontline manager, you need to establish customer service standards (CSS). This can be documented in 2 forms. What are they?


© Sandy Welton



6. As a frontline manager, you need to be responsible for identifying and resolving customer service problems. List 5 types of customer complaint that you may need to resolve.

7. List 6 headings that you would include in a Customer Service Charter, to promote quality customer service delivery.

8. List 4 overall goals of using Customer Relationship Management to maintain customer records and manage customer relations.

9. A frontline manager is responsible for implementing strategies for monitoring, managing and introducing new ways to improve customer service relationships. When designing a new strategy, what 3 organisational plans would you refer to?


© Sandy Welton



10. In order to continuously improve customer service, you need design strategies for obtaining customer feedback. There are a number of channels that you may select. List 5.

11. When designing promotional activities, you need to document a promotional plan. List 15 headings that you would include in the plan.

12. Promotional activities may be a one-off project or may involve ongoing promotion. In all cases, planning for promotional activities should include documenting 11 key areas. What are they?


© Sandy Welton



13. In order to determine the overall objectives of a promotional strategy, you should consult with stakeholders. List 5 types of stakeholder individual or group that you may need to consult.

14. When designing a promotional activity, you need to first set the objectives and then set measurable targets. It is a good idea to check your objectives against SMART criteria. What does the acronym SMART stand for?

15. Using first generation Balanced Scorecard, what is the heading of the column where you document the action plan?

16. When preparing the promotional plan, you need to budget for the resources. There are 3 main things to take into account. What are they?

17. When planning a seminar or conference where you are to give a presentation, you will need to identify and allocate roles and responsibilities to other team members. List 5 types of responsibility that you may delegate.


© Sandy Welton



18. When planning promotional strategies, you can establish customer networks and gain input by forming a customer focus group. How can you motivate the group to contribute effectively?

19. Once you have gathered audience feedback and entered it into computerised system, you need to analyse it. List 2 types of computerised analytical tool that you could use to present the data in graphical format.

20. When designing any kind of plan, it is important that you build in a process for assessing the effectiveness of the plan by identifying benchmarks for success. What is the term generally used for a measured indicator of success?

21. The last step (or heading) in any plan should be a process to promote continuous improvement by identifying “lessons learned” on completion of the implementation. What heading would you use for this section?

22. When collecting customer feedback, it is useful to share the information with other departments and stakeholders. Ideally there will be a central database, rather than a number of separate databases in the organisation. Why is this preferable?

23. On completion of the promotional activity, you would analyse its success. There are 4 customer related metrics that you may be able to use for this purpose. What are they?


© Sandy Welton



24. When reviewing the success of a promotional strategy, you would use verifiable evidence to prepare conclusions and recommendations based on “lessons learned”. Why is this necessary?

Total number of questions 24

Assessor note: Refer to the Assessor Guide for benchmarks

Total correct answers

Assessor Comments / Feedback Assessment 1: Questions

Assessor initials: ....................................

Date: ...............................


© Sandy Welton


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TTaasskk 11::

You are required to locate your organisation’s OHS policy and summarise the contents in a short report.

Alternatively, you may browse the internet in order to locate the OHS policy of an organisation.

Your report should include:

A list of the headings contained in the document

A short explanation of the key points that relate to each heading.


Assessor Comments / Feedback Assessment 8 - Project Task 1


Date: ...............................

Satisfactory Not Yet Satisfactory (re-submit)


© Sandy Welton


TTaasskk 22::

You are required to conduct a hazard identification and risk assessment for your own workplace and to document the results.

You must use the hierarchy of risk controls to identify and document control measures.

You should use the forms in this Assessment Task Workbook to document the results.




Date: ...............................



© Sandy Welton


TTaasskk 33::

You are required to deliver a 15 minute presentation to your team, explaining the process of hazard identification and risk assessment that you completed in Task 2 above.

Your presentation should incorporate at least one type of presentation aid (eg handouts, PowerPoint, photographs).

The presentation will be observed by your assessor, and they will complete the observation checklist in your Assessment Task Workbook.

Note: This task may be completed in a real workplace or a realistic simulated workplace.

Submit your notes, together with copies of the presentation aids that you used, in your evidence portfolio.

Your Assessor will complete the Observation Form on the next page and then give you feedback on your presentation.



PowerPoint or other presentation aid submitted or sighted

Speaker Notes printout submitted

Verbal feedback given by assessor

Candidate reviewed presentation verbally, on the basis of feedback


Date: ...............................



© Sandy Welton


Assessment 8 - Project Task 3

Observation Checklist

For completion by the assessor:

Name of Candidate being observed

Date of observation

Location

Name of Assessor

Tick the relevant columns

Excelle

nt

Very

Good

Good

Avera

ge

Belo

w

Avera

ge

Poor

Accurate explanation of the procedure for hazard identification, risk assessment and risk control.

Clear and concise explanation of the hierarchy of controls

Confidently and accurately answering questions

Explanation of the meaning of the terms “hazard” and “risk”

A clear and well planned presentation, with a logical flow of ideas

Effective use of at least one presentation aid (handouts, PowerPoint etc)

Monitoring audience participation and reaction, and responding effectively to questioning as required

An introduction clarifying the purpose of the presentation

A summary of the key points to close the presentation

Effective facilitation skills and appropriate language, including body language


© Sandy Welton


TTaasskk 44

You are required to submit a short report summarising the legal responsibilities of the employer and the employees in your own workplace, in relation to OHS.

Your report should include:

Name and date of the relevant State Act.

Name and date of relevant State Regulations.

Names of relevant Codes of Practice.

Name of relevant government authority / authorities.

A summary of the purpose (objective) of the Act.

An explanation of the responsibilities of employers under the Act and Regulations.

An explanation of the responsibilities of employees under the Act and Regulations.

A summary of the purpose of each Code of Practice.




Date: ...............................



© Sandy Welton


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Self-assessment:

I have successfully completed the training course and all formative and summative assessment activities for the qualification BSB40807: Certificate IV in Frontline Management.

I consider that I am competent in all of the following units:

1. BSBMGT401A Show leadership in the workplace 2. BSBMGT402A Implement operational plan 3. BSBOHS407A Monitor a safe workplace 4. BSBWOR402A Promote team effectiveness 5. BSBCMM401A Make a presentation 6. BSBCUS501C Manage quality customer service 7. BSBMGT403A Implement continuous improvement 8. BSBMKG413A Promote products and services 9. BSBPMG510A Manage projects 10. BSBRSK401A Identify risk and apply risk management processes

Submission of evidence portfolio

I have submitted:

My Assessment Workbook - fully completed.

Curriculum vitae detailing my work experience for the past 5 years.

Documentary evidence of my skills and knowledge in my own area of expertise.

Confirmation of authenticity

I confirm that the evidence I have submitted for assessment is my own work and/or the result of my own research.

Candidate:

(print name) (signature) (date)


© Sandy Welton


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For Assessor Use

Tick the checkboxes where the assessment has been completed satisfactorily. The matrix shows how each assessment mapped to the relevant units.

CORE UNITS ELECTIVE UNITS

BS

BM

GT

401

A

BS

BM

GT

402

A

BS

BO

HS

407

A

BS

BW

OR

402

A

BS

BC

MM

40

1A

BS

BC

US

50

1C

BS

BM

GT

403

A

BS

BM

KG

41

3A

BS

BP

MG

51

0A

BS

BR

SK

401

A

Assessment 1: Questions

Assessment 2: Project Task 1



















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