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Unit Assessment Pack (UAP) – Cover Sheet Student and Trainer/Assessor DetailsStudent ID YOUR Stud ID

Student name YOUR Name

Course and Unit Details Course code BSB61015

Course name Advanced Diploma of Leadership and Management

Unit code BSBINN601

Unit name Lead and manage organisational change

Student Declaration

• I certify that the work submitted for this assessment pack is my own. I have clearly referenced sources used in my submission. I understand that a false declaration is a form of malpractice;

• I have kept a copy of this assessment pack and all relevant notes, attachments, and reference material that I used in the production of the assessment pack;

• For the purposes of assessment, I give the trainer/assessor of this assessment the permission to:

o Reproduce this assessment and provide a copy to another member of staff; ando Take steps to authenticate the assessment, including communicating a copy of this

assessment to a checking service (which may retain a copy of the assessment on its database for future plagiarism checking).

Student signature: …….sign here…….

Date: __4__/__8___/____2020__________

RTO Connect Pty Ltd T/A Australian Study Link Institute Version8.0 of 111

Assessment PlanTo demonstrate competence in this unit, you must be assessed as satisfactory in each of the following assessment tasks.

Evidence recorded Evidence Type/ Method of assessment Sufficient evidence recorded/Outcome

Unit Assessment Task 1 Unit Knowledge Test (UKT) S / NS (First Attempt)

S / NS (Second Attempt)

Unit Assessment Task 2 Unit Project (UP) S / NS (First Attempt)


Unit Assessment Task 3 Role Play and Presentation S / NS (First Attempt)


Unit Assessment Task 4 Unit Skills Test (UST)- Report S / NS (First Attempt)


Final result C/NYC Date assessed 4/8/2020

Trainer/Assessor Signature


Assessment Conditions

Unit purpose/application

This unit describes skills and knowledge required to determine strategic change requirements and

opportunities; and to develop, implement and evaluate change management strategies.

It applies to managers with responsibilities that extend across the organisation or across significant

parts of a large organisation. They may have a dedicated role in human resources management,

human resources development, or work in a strategic policy or planning area.

The unit takes a structured approach to change management and applies to people with

considerable work experience and organisational knowledge.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

What the student can expect to learn by studying this unit of competency

• Identify change requirements and opportunities• Develop change management strategy• Implement change management strategy

Training and assessment resources required for this unit of competency

The student will have access to the following:

Learner guide

PowerPoint presentation

Unit Assessment Pack (UAP)

Access to other learning materials such as textbooks

The resources required for these assessment tasks also include: Access to a computer, the Internet and word-processing system such as MS Word An operational business environment to implement the learning plan Computer technology and documentation as required Codes of practice and standards issued by government regulators or industry groups

Submission instructions


Yourtrainer/assessor will confirm assessment submission details for each assessment task.

Academic integrity, plagiarism and collusion

Academic Integrity:

Academic Integrity is about the honest presentation of your academic work. It means acknowledging the work of others while developing your own insights, knowledge and ideas.

As a student, youare required to:

• Undertake studies and research responsibly and with honesty and integrity• Ensure that academic work is in no way falsified• Seek permission to use the work of others, where required• Acknowledge the work of others appropriately• Take reasonable steps to ensure other students cannot copy or misuse your work.

Plagiarism:

Plagiarism means to take and use another person's ideas and or manner of expressing them and to pass them off as your own by failing to give appropriate acknowledgement. This includes material sourced from the internet, RTO staff, other students, and from published and unpublished work.

Plagiarism occurs when you fail to acknowledge that the ideas or work of others arebeing used, which includes:

• Paraphrasing and presenting work or ideas without a reference• Copying work either in whole or in part• Presenting designs, codes or images as yourown work• Using phrases and passages verbatim without quotation marks or referencing the

author or web page• Reproducing lecture notes without proper acknowledgement.

Collusion:

Collusion means unauthorised collaboration on assessable work (written, oral or practical) with other people. This occurs when a student presents group work as their own or as the work of someone else.

Collusion may be with another RTO student or with individuals or students external to the RTO. This applies to work assessed by any educational and training body in Australia or overseas.

Collusion occurs when youwork without the authorisation of the teaching staff to:

• Work with one or more people to prepare and produce work• Allow others to copy your work or share your answer to an assessment task• Allow someone else to write or edit yourwork (without rto approval)• Write or edit work for another student• Offer to complete work or seek payment for completing academic work for other students.


Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and academic misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarism and collusion.

Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who engage in plagiarism and collusion as outlined in RTO’s policy.

Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could lead to disciplinary action.

Other Important unit specific Information

N/A

Unit outcome

• This unit is not graded and the student must complete and submit all requirements for the assessment task for this cluster or unit of competencyto be deemed competent.

• Students will receive a 'satisfactorily completed' (S) or 'not yet satisfactorily completed (NS) result for each individual unit assessment task (UAT).

• Final unit result will be recorded as competency achieved/competent (C) or competency not yet achieved/not yet competent (NYC).

Prerequisite/s

Nil

Co-requisite/s

Nil

Foundation Skills

The Foundation Skills describe those required skills (learning, oral communication, reading, writing, numeracy, digital technologyand employment skills) that are essential to performance. Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Relevant Legislation

Australian Human Rights Commission Act 1986 Age Discrimination Act 2004


Disability Discrimination Act 1992 Racial Discrimination Act 1975 Sex Discrimination Act 1984 Code of ethics and codes of conduct Ethical Principles in the Workplace Codes of practice The Privacy Act 1988 (Privacy Act) and Australian Privacy Principles (APPs) Occupational Health and Safety Act 2004 Work Health and Safety Act 2011

Principles of assessment and rules of evidence

All assessment tasks will ensure that the principles of assessment and rules of evidence are adhered to.The principles of assessment are that assessment must be valid, fair, flexible, and reliable. The rules of evidence state that evidence must be sufficient, valid, current and authentic.

AQF Level

AQF levels and the AQF levels criteria are an indication of the relative complexity and/or depth of achievement and the autonomy required to demonstrate that achievement.

All assessment tasks must ensure compliance with the requirements of AQF level and the AQF level criteria. For more information, please visit http://www.aqf.edu.au/

Further Information

For further information about this unit go tohttps://training.gov.au/Training/Details/BSBINN601

Additional Information• This information will be managed by the provisions of the Privacy Act and the Freedom of

Information Act.)• Students are required to satisfactorily complete and submit all assessment tasks that

contribute to the assessment for a unit. • Students will be provided with one more attempt to complete this Unit assessment pack

(UAP) if trainer/assessor deems them not satisfactorily completed (NS) in any Unit assessment task (UAT).

• Unit Pre-Assessment Checklist (UPAC) will be reviewed by the trainer/assessor to ensure the student is ready for the assessment.

• Feedback regarding this Unit Assessment Pack (UAP) can be emailed to the compliance and quality assurance department/administration department in your RTO for continuously improving our assessment and student resources.


https://training.gov.au/Training/Details/BSBINN601

http://www.aqf.edu.au/

Feedback to student Feedback on students’ assessment performance is a vital element in their learning. Its purpose is to justify to students how their competency was assessed, as well as to identify and reward specific qualities in their work, to recommend aspects needing improvement, and to guide students on what steps to take.

Feedback defines for students what their trainer/assessor thinks is important for a topic or a subject. At its best, feedback should:

• Be provided for each Unit Assessment Task (UAT)• Guide students to adapt and adjust their learning strategies• Guide trainers/assessors to adapt and adjust teaching to accommodate students’ learning

needs• Be a pivotal feature of learning and assessment design, not an add-on ritual• Focus on course and unit learning outcomes• Guide students to become independent and self-reflective learners and their own critics• Acknowledge the developmental nature of learning

If students have not received proper feedback, they must speak to compliance and quality assurance department/administration department in the RTO/person responsible for looking after the quality and compliance services of the RTO.

For more information, please refer to RTO Student Handbook.

Unit Pre-Assessment Checklist (UPAC) UAT 1 – Unit Knowledge Test (UKT)Purpose of the checklist The pre-assessment checklist helps students determine if they are ready for assessment. The trainer/assessor must review the checklist with the student before the student attempts the assessment task. If any items of the checklist are incomplete or not clear to the student, the trainer/assessor must provide relevant information to the student to ensure they understand the requirements of the assessment task. The student must ensure they are ready for the assessment task before undertaking it.

Section 1: Information for Students • Please make sure you have completed the necessary prior learning before attempting this

assessment. • Please make sure your trainer/assessor clearly explained the assessment process and tasks

to be completed. • Please make sure you understand what evidence is required to be collected and how. • Please make sure you know your rights and the Complaints and Appeal process. • Please make sure you discuss any special needs or reasonable adjustments to be considered

during the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your trainer/assessor).


• Please make sure that you have access to a computer and the internet (if you prefer to type the answers).

• Please ensure thatyou have all the required resources needed to complete this Unit Assessment Task (UAT).

• Due date of this assessment task is according to your timetable. • In exceptional (compelling and compassionate) circumstances, an extensionto submit an

assessment can be granted by the trainer/assessor. • Evidence of the compelling and compassionate circumstances must be provided together

with your request for anextension to submit yourassessment work. • Request for an extension to submit your assessment work must be made before the due

date of this assessment task.

Section 2: Reasonable adjustments• Students with carer responsibilities, cultural or religious obligations, English as an additional

language, disabilityetc. can request for reasonable adjustments. • Please note, academic standards of the unit/course will not be lowered to accommodate the

needs of any student, but there is a requirement to be flexible about the way in which it is delivered or assessed.

• The Disability Standards for Education requires institutions to take reasonable steps to enable the student with a disability to participate in education on the same basis as a student without a disability.

• Trainer/Assessor must complete the section below “Reasonable Adjustment Strategies Matrix”to ensure the explanation and correct strategy have been recorded and implemented.

• Trainer/Assessor must notify the administration/compliance and quality assurance department for any reasonable adjustments made.

• All evidence and supplementary documentation must be submitted with the assessment pack to the administration/compliance and quality assurance department.


Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete)

Category Possible Issue Reasonable Adjustment Strategy(select as applicable)

LLN Speaking Reading Writing Confidence

Verbal assessment Presentations Demonstration of a skill Use of diagrams Use of supporting documents such as wordlists

Non-English Speaking Background

Speaking Reading Writing Cultural background Confidence

Use methods that do not require a higher level of language or literacy than is required to perform the job role Use short sentences that do not contain large amounts of information Clarify information by rephrasing, confirm understanding Read any printed information to the student Use graphics, pictures and colour coding instead of, or to support, text Offer to write down, or have someone else write, oral responses given by the student Ensure that the time available to complete the assessment, while meeting enterprise requirements, takes account of the student’s needs

Indigenous Knowledge and understanding Flexibility Services Inappropriate training and assessment

Culturally appropriate training Explore understanding of concepts and practical application through oral assessment Flexible delivery Using group rather than individual assessments Assessment through completion of practical tasks in the field after demonstration of skills and knowledge.

Age Educational background Limited study skills

Make sure font size is not too small Ensure that the time available to complete the assessment takes account of the student’s needsProvision of information or course materials in accessible format.Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lecturesSupply of specialised equipment or services, e.g. a note-taker for a student who cannot writeChanges in lecture schedules and arrangements, e.g. relocating classes to an accessible venueChanges to course design, e.g. substituting an assessment task


Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift

Educational background

Reading Writing Numeracy Limited study skills and/or learning strategies

Discuss with the Student previous learning experience Ensure learning and assessment methods meet the student’s individual need

Disability Speaking Reading Writing Numeracy Limited study skills and/or learning strategies

Identify the issues Create a climate of support Ensure access to support that the student has agreed to Appropriately structure the assessmentProvide information or course materials in accessible format, e.g. a textbook in braille Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures Supply of specialised equipment or services, e.g. a note- taker for a student who cannot write Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venueChanges to course design, e.g. substituting an assessment taskModifications to physical environment, e.g. installing lever taps, building ramps, installing a lift

Explanation of reasonable adjustments strategy used (If required)


Unit Assessment Task (UAT) Assessment Task 1 - Unit Knowledge Test (UKT)Assessment type:

Written Questions

Assessment task description: This is the first (1) unit assessment task you have to successfully complete to be deemed

competent in this unit of competency. The Unit Knowledge Test is comprised of eighteen (18)written questions. You must respond to all questions and submit them to your Trainer/Assessor. You must answer all questions to the required level, e.g. provide the number of points, to be

deemed satisfactory in this task. You will receive your feedback within two weeks - you will be notified byyour

Trainer/Assessor when results are available.

Applicable conditions: This knowledge test is untimed and are conducted as open book tests (this means you are

able to refer to your textbook during the test). You must read and respond to all questions. You may handwrite/use computers to answer the questions. You must complete the task independently. No marks or grades are allocated for this assessment task. The outcome of the task will be

Satisfactory or Not Satisfactory. As you complete this assessment taskyou are predominately demonstrating your written

skills and knowledge to yourtrainer/assessor. The trainer/assessor may ask you relevant questions on this assessment task to ensure that

this is yourown work.

Resubmissions and reattempts: Where a student’s answers are deemed not satisfactory after the first attempt, a

resubmission attempt will be allowed. You must speak to your Trainer/Assessor if you have any difficulty in completing this task

and require reasonable adjustments (e.g. can be given as an oral assessment). For more information, please refer to your RTO Student Handbook.

Location: This assessment task may be completed in an independent learning environment.

Instructions for answering written questions: Complete a written assessment consisting of a series of questions. You will be required to correctly answer all the questions.


Do not start answering questions without understanding what is required from you. Read the questions carefully and critically analyse them for a few seconds, this will help you to identify what is really needed.

Your answers must demonstrate an understanding and application of relevant concepts, critical thinking, and good writing skills.

Be concise to the point and write answers according to the given word-limit to each question and do not provide irrelevant information. Be careful, quantity is not quality.

Be careful to use non-discriminatory language. The language used should not devalue, demean, or exclude individuals or groups on the basis of attributes such as gender, disability, culture, race, religion, sexual preference or age. Gender inclusive language should be used.

When you quote, paraphrase, summarise or copy information from the sources you are using to write your answers/research yourwork, you must always acknowledge the source.

How yourtrainer/assessor will assess yourwork? This assessment task requires the student to answer all the questions. Answers must demonstrate the student’s understanding and knowledge of the unit. If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C). If at least one of the assessment task is deemedNot Satisfactory (NS), then the unit outcome

is Not Yet Competent (NYC). Once all assessment tasks allocated to this Unit of Competency have been undertaken,

trainer/assessor will complete an Assessment plan to record the unit outcome. The outcome will be either Competent (C) or Not Yet Competent (NYC).

The “Assessment Plan” is available with the Unit Assessment Pack (UAP) – Cover Sheet.

Purpose of the assessment task:

This assessment task is designed to evaluate your Knowledge for the following: Knowledge to identify the strategic development needs of an organisation and explain the

necessity to review organisational policies and practices against strategic objectives. Knowledge to monitor the external and internal environment to identify the events that

impact the achievement of organisational change objectives using PESTLE. Knowledge to identify and outline the major operational change requirements due to the

performance gaps among employees, business threats and management decisions. Knowledge to review and prioritise change requirements or opportunities with relevant

leaders/managers. Knowledge to identify the questions that needs to be consulted with stakeholders to assist in

the identification of major change requirements and opportunities. Knowledge to identify the primary and secondary cost components of change management

and identify barriers to change using risk analysis. Knowledge to explain the distinct phases and components of change management process. Knowledge to obtain approvals from relevant authorities to confirm the change

management process. Knowledge to mention the benefits of correctly implementing organisational change and

initiate distinct steps to set up training plan. Knowledge to implement tactics to implant changes in an organisation. Knowledge to monitor and review change management strategy.


Assessment Task 1 - Unit Knowledge Test (UKT)

Instructions: This is an individual assessment. The purpose of this assessment task is to assess the students’ knowledge essential to lead

and manage organisational change in a range of contexts and industry settings. To make full and satisfactory responses you should consult a range of learning resources,

other information such as handouts and textbooks, learners’ resources and slides. All questions must be answeredin order to gain competency for this assessment. You may attach a separate sheet if required. You must include the following particulars in the footer section of each page of the attached

sheets: o Student ID or Student Name o Unit ID or Unit Codeo Course ID or Course Code o Trainer and assessor name o Page numbers

You must staple the loose sheets together along with the cover page. You must attach the loose sheets chronologically as per the page numbers. Correction fluid and tape are not permitted. Please do any corrections by striking through

the incorrect words with one or two lines and rewriting the correct words.

Resources required to complete the assessment task:

Computer Internet MS Word Printer or e-printer Adobe acrobat/reader Learning management system


Questions:

Question 1: Answer the following questions:

a. What is change management and what are the three (3) main elements that drive change? Write your answer in 150-200 words.

b. Explain a change management cycle or process that can be used in organisation. Write your answer in 200-250 words

c. What strategies would you implement for communicating and embedding change? Write your answer in 100-150 words.


Question 2: What are the different components of a change management project plan? Explain in 500-550 words.


Question 3: Identify five (5) barriers to change and describe the mitigation strategies you would implement to address these barriers. Write your answer in 250-300 words.


Question 4: Explain the process of identifying the strategic development needs of an organisation. Write your answer in 100-150 words


Question 5: As a manger, why is it necessary to review existing policies and practices against strategic objectives? Write your answer in 150-200 words.


Question 6: Why is it important to seek assistance from stakeholders, experts and specialists when identifying major change requirements and opportunities? Write your answer in 250-300 words.


Question 7: Identify five (5) events or trends in the external environment and explain what impact each can have on achieving business/organisation objectives? Write your answer in 200-250 words.


Question 8: How can we use these to identify major operational change requirements? Write your answer in 200-250 words for each.

a. Performance gapsb. Business opportunities/threats and management decisions


Question 9: Read the case study and answer following question:

This case study was written by Ernst & Young LLP. The story it examines, of Westfield Insurance’s occupational change management saga, takes on nearly universal themes from the business world and is something that every insurance professional, especially those in leadership positions, needs to read.

The effect that large-scale change could have on morale and engagement of employees is a major concern and potential risk for operational leaders. A decrease in morale and engagement may impact customer service, which is also a significant risk. Additionally, a workforce that is not highly engaged will resist change — taking longer for expected benefits to be achieved.

Many insurers are undertaking major change initiatives to transform their operational capabilities, modernise technology and adjust to new market realities. Some of the risks associated with large scale change programmes include lack of employee engagement and results in people and teams across the organisation resisting strategic change and refusing to adopt new tools and processes. The impact on performance can be significant, as customer service is disrupted and the expected value from very large investments never materialises.

Westfield Insurance (“Westfield”), an Ohio-based P&C carrier, has leveraged a holistic organisational change management (OCM) approach to deliver impressive results on a multi-year claims transformation program. In fact, Westfield accomplished a very rare feat: actually, boosting employee satisfaction and engagement during a time of significant change.


While the broad-based nature of the change would challenge many organisations, Westfield’s leaders, using a coordinated and multifaceted OCM approach, have actually increased employee engagement.

Key strategies that have enabled the program’s success have been high-profile executive sponsorship, cross-functional stakeholder alignment, regular and tailored communications, comprehensive training plans, and an extensive “change champion” network.

This article highlights Westfield’s experience in keeping its associates engaged through a robust OCM program tailored to its specific needs, transformation methodology and culture.

Full case study is available at http://www.propertycasualty360.com/2014/06/23/increasing-employee-engagement-during-times-of-org?t=agency-management&page=2

9. Why did the organisation decide to review and prioritise change requirements or opportunities with relevant leaders/managers? Answer in 200-250 words.


http://www.propertycasualty360.com/2014/06/23/increasing-employee-engagement-during-times-of-org?t=agency-management&page=2

http://www.propertycasualty360.com/2014/06/23/increasing-employee-engagement-during-times-of-org?t=agency-management&page=2

Question 10: Read the case study and answer following question/s:

When Jack Welch assumed the top position at General Electric in 1981, he inherited a company that had a market value of $12 billion — certainly a modest number, by today’s standards. By the time he left in 1998, GE was worth $280 billion. While leading GE, Welch was charged with the task of making the conglomerate better by any means necessary. With his gut telling him that his company was due for a complete overhaul, Welch decided to implement Six Sigma at GE in 1995. Quite simply, Six Sigma is a methodology that aims to reduce defects and errors in all processes, including transactional processes and manufacturing processes. Organizations that use Six Sigma test their processes again and again to make sure that they are as close to perfect as possible. Jack Welch discussed and obtained approvals from relevant authorities in GE especially the board members to confirm the change management processes and five years after Welch’s decision to implement Six Sigma and making sure all team members are with him, GE had saved a mind-blowing $10 billion. Welch claimed to have spent as much as half of his time working on people issues. By assembling the right team and ingraining them with the right management philosophies, Welch successfully oversaw the transformation of GE from a relatively strong company to a true international juggernaut.

Question: According to the case study:


a. Explain why it was necessary to obtain approvals from relevant authorities to confirm the change management process? Write your answer in 100-150 words.

b. Who could be the "relevant authorities" in a business context and what would their role be? Write your answer in 100-150 words

c. How will resources and reporting practices be assigned and agreed up within the project? Write your answer in 100-150 words


Question 11: What are the components of a communication or education plan and who should be involved in the development of one? Write your answer in 300-350 words



a. What is a cost-benefit analysis for change management? Write your answer in 100-150 words

b. Identify and explain the five (5) benefits of a change management cost-benefit analysis. Write your answer in 150-200 words


Question 13: answer the following questions:

a. What is a risk analysis for change management? Write your answer in 200-250 wordsb. How do you conduct a risk analysis for change management? Write your answer in 150-200

wordsc. How can barriers to change be identified in a risk analysis? Write your answer in 50-100

wordsd. What strategies can be applied to mitigate risk? Write your answer in 150-200 words


Question 14: What are strategies that can be implemented to embed changes in an organisation? Write your answer in 350-400 words.



a. What is a PESTLE analysis? Write your answer in 50-100 wordsb. What can a PESTLE analysis assess? Write your answer in 250-300 wordsc. How can a PESTLE analysis assist businesses to monitor their external environment

to determine impacts on organisational objectives? Write your answer in 150-200 words.


Question 16: Why should you consult with relevant groups and individuals for input into the change process? Write your answer in 100-150 words.


Question 17: When delivering a communication or education plan what activities do you need to arrange and manage? Write your answer in 200-250 words



a. How would you monitor and review the change management strategy that has been implemented in an organisation? Explain in 50-100 words.

b. How would you modify project plans, if required, to achieve change program objectives? Write your answer in 250-300 words


Unit Assessment Result Sheet (UARS) Assessment Task 1 – Unit Knowledge Test (UKT)Student and Trainer/Assessor DetailsUnit code BSBINN601


Outcome of Unit Assessment Task (UAT)

First attempt:

Outcome (please make sure to tick the correct checkbox):Satisfactory (S) ☐ or Not Satisfactory (NS) ☐

Date: ___4____(day)/ ___8____(month)/ ____2020________(year)

Second attempt:


Date: _______(day)/ _______(month)/ ____________(year)

Feedback to Student First attempt:

Second attempt:

Student Declaration I declare that the answers I have provided are my own work. Where I have accessed information from other sources,I have provided references and or links to my sources.

I have kept a copy of all relevant notes and reference material that I used as part of my submission.

I have provided references for all sources where the information is not my own. I understand the consequences of falsifying documentation and plagiarism. I understand how the assessment is structured. I accept that all work I submit


must be verifiable as my own. I understand that if I disagree with the assessment outcome, I

can appeal the assessment process, and either re-submit additional evidence undertake gap training and or have my submission re-assessed.

All appeal options have been explained to me.

Student Signature YOUR Signature

Date 4/8/2020

Trainer/Assessor Name DAO VO

Trainer/Assessor Declaration

I hold:

Vocational competencies at least to the level being delivered

Current relevant industry skills

Current knowledge and skills in VET, and undertake

Ongoing professional development in VET

I declare that I have conducted an assessment of this candidate’s submission. The assessment tasks were deemed current, sufficient, valid and reliable. I declare that I have conducted a fair, valid, reliable, and flexible assessment. I have provided feedback to the above-named candidate.


DAO VO

Date 4/8/2020


Unit Pre-Assessment Checklist (UPAC) UAT 2–Unit Project (UP)Purpose of the checklist The pre-assessment checklist helps students determine if they are ready for assessment. The trainer/assessor must review the checklist with the student before the student attempts the assessment task. If any items of the checklist are incomplete or not clear to the student, the trainer/assessor must provide relevant information to the student to ensure they understand the requirements of the assessment task. The student must ensure they are ready for the assessment task before undertaking it.






• Please ensure that you have all the required resources needed to complete this Unit Assessment Task (UAT).



with your request for anextension to submit your assessment work. • Request for an extension to submit your assessment work must be made before the due







• Trainer/Assessor must complete the section below “Reasonable Adjustment Strategies Matrix” to ensure the explanation and correct strategy have been recorded and implemented.








Non-English-Speaking Background






Make sure font size is not too small Trainer/Assessor should refer to the student’s experience Ensure that the time available to complete the assessment takes account of the student’s needs Provision of information or course materials in accessible format. Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures Supply of specialised equipment or services, e.g. a note-taker for a student who cannot write Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venue


Changes to course design, e.g. substituting an assessment task Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift





Identify the issues Create a climate of support Ensure access to support that the student has agreed to Appropriately structure the assessment provision of information or course materials in accessible format, e.g. a text book in braille Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures Supply of specialised equipment or services, e.g. a note taker for a student who cannot write Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venue Changes to course design, e.g. substituting an assessment task Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift



Unit Assessment Task (UAT) Assessment Task 2 – Unit Project (UP)Assessment type:

Unit Project (UP) –Project report

Assessment task description: This is the second(2) assessment task you have to successfully complete to be deemed

competent in this unit of competency. This assessment task requires you to complete a project report. You must complete a comprehensive project report based on given case study in order to

successfully complete this project. You will receive your feedback within two weeks - you will be notified by your

trainer/assessor when results are available. You must attempt all activities of the project for your trainer/assessor to assess your

competency in this assessment task.

Applicable conditions: This project is untimed and are conducted as open book tests (this means you are able to

refer to your textbook). You must complete and submit project report. Word limit to complete project report 1000-1200 words. You may handwrite/use computers to answer the criteria of the project. You must complete the task independently. No marks or grades are allocated for this assessment task. The outcome of the task will be

Satisfactory or Not Satisfactory. As you complete this assessment task you are predominately demonstrating your practical

skills, techniques and knowledge to your trainer/assessor. The trainer/assessor may ask you relevant questions on this assessment task to ensure that

this is your own work.

Resubmissions and reattempts: Where a student’s answers are deemed not satisfactory after the first attempt, a

resubmission attempt will be allowed. You must speak to your Trainer/Assessor if you have any difficulty in completing this task



General Instructions for attempting the project report:

You will identify change requirements and prepare project report in this assessment task.RTO Connect Pty Ltd T/A Australian Study Link Institute Version8.0 of 111

Report must be based on given case study. You will be expanding the knowledge and skills acquired during the previous assessment

task. Instructions to complete the project report is provided within the assessment task. You will be required to correctly attempt all activities of this assessment task.

How yourtrainer/assessor will assess your work? This assessment task requires the student to successfully complete and submit a project. Answers must demonstrate the student’s understanding and skills of the unit. You will be assessed according to the provided performance checklist/ performance criteria. Assessment objectives/ measurable learning outcome(s) are attached as performance

checklist/ performance criteria with this assessment task to ensure that you have successfully completed and submitted the assessment task.

If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C). If at least one of the assessment task is deemed Not Satisfactory (NS), then the unit outcome





This assessment task is designed to evaluate your following skills and abilities: Skills to identify the strategic change requirements analysing the organisational and strategic

plan. Skills to review existing policies and practices to identifyareas of concerns where changes are

required and potential impact of not implementing the changes Skills to monitor the external environment and identify the trends that impact the

achievement of organisational objectives. Skills to identify the major change requirement with managers due to performance gaps,

business opportunities or threats. Skills to review and prioritise change requirements. Skills to identify the future opportunities and weaknesses using SWOT analysis. Skills to consult with relevant groups and individuals for input into change process. Reading skills to collect, review, interpret/understand and analyse/review text-based

business information from given case study.


Assessment Task 2 - Unit Project (UP) Instructions to complete this assessment task:

Please write your responses in the template provided. You may attach a separate sheet if required. You must include the following particulars in the footer section of each page of the attached


You must staple the loose sheets together along with the cover page. You must attach the loose sheets chronologically as per the page numbers. Correction fluid and tape are not permitted. Please do any corrections by striking through

the incorrect words with one or two lines and rewriting the correct words. The premise of the project must be closely related to the previous assessment task. This submission must be well presented and follow the guidelines and instructions provided. Please follow the format as indicated in the template section below. One of the most important steps that you can take: proofread your project. Projectreport must be of 1000-1200 words in length, using 11-point font, double-spaced,

and must include a cover page, table of contents, introduction, body, summary or conclusion, and works cited.

Appropriate citations are required. All RTO policies are in effect, including the plagiarism policy.

Resources required to complete the assessment task: Computer Internet MS Word Printer or e-printer Adobe acrobat/reader Learning management system

Assessment task Instructions This assessment task requires you to assume/ take on the role of a contact center operation

manager at the organisation given in the case study. You must identify and analyse information given in case study to prepare a project report. You must identify the operational change requirements. You must monitor external environment to identify events that impact achievement of

organisational objectives. Word limit to complete the report is 1000-1200 words You must prepare project report as per the provided template to you.


Your assessor must assess the performance as per the performance criteria and checklist provided

Project Task

Case study:

Dreamy Destinations is a travel service provider that run most of its operations through call centres. The company has been in operation for 10 years and currently has a contact centre in Hobart. The primary business of the company is to sell domestic travel packages. The company is well known for its destination travel packages.

The structure of the organisation is as follow:

The employee turnover in the organisation is at 48% for telephone representatives and it is directly having an impact on the organisation’s ability to deliver quality customer service.


The biggest drawback for the IT department is constantly having new employees start work and that is making it difficult for Dream Destinations to maintain the required standard of customer service that they are aiming to deliver.

To rectify this business problem, the organisation has set up a goal in the organisations strategic planning to reduce the employee turnover to the industry best practice levels in next five years.

Strategic goal:

To reduce the turnover to 19%

Operational goal:

To reduce the turnover by 12% at the end of financial year

Dreamy Destinations believe that the if they are successful in reducing turnover, then they would be able to implement a training program that would help them to train and develop staff.

This would help them to achieve and maintain the required level of customer service. The company also considers that in order to achieve the strategic and operational plan they must change the way in which they do things now.

Rob, the Contact Centre Operations Manager has been allocated the task to identify the changes required to achieve their strategic and operational goals.

Rob recognises that the initial step that needs be taken is to determine the change requirements that must be implemented to reduce the turnover. To do so, he is required to analyse the current state of the business. Rob completes a review of the organisation’s structure, processes, people and technology.


People

Poor relationship between mangers and staff

Minimal opportunity for training

Process

No documented process No process review conducted

since the company has started

Structure

High supervisor to employee ratio ‘

Flat structure

Technology

No manual and user guides available ‘

Need to upgrade technology as interruptions experienced on regular basis

Rob made a comparison between the operational practices and outcomes with the pre-existing policies and strategies. He identified that the achieved outcomes were not in line with the policies of the organisation that included policies for:

Upgrading of technology Regular supervisor and employee engagement meetings fortnightly Performance review and evaluation conducted for each employee bi-yearly.

As a result of the research conducted, Rob considered that there is no need for change in current policies as they are sufficient to achieve the strategic and operational goals.

However, he also found that there were no policies relating to the training and continuous improvement program or the guidelines for supervisors. These need be developed to support the organisation’s goals.

The company will also be required to provide funds to upgrade the systems as there are continuous interruptions.

Rob also examined the external industry trends and made a comparison on the employee turnovers. He conducted an analysis on the turnover ratio to determine the ratings at Dreamy Destinations within the industry. The result from the analysis depicted that the employee turnover was a serious issue in Dreamy Destinations as the organisation was experiencing a steady incline in the employee turnover ratio whereas the industry standards were static, and the turnover ratio was almost 2:1.

Rob is also required to use the internet and research these trends.

Rob reviewed the organisational chart to identify the managers that will be affected by change and managers that will participate in the change project. After the identification, he arranged meeting with the stakeholders and the managers (Finance manager, HR manger, Contact Centre Supervisors) and decided that all the meetings will be focused on the same agenda and the meetings will be conducted separately as he believes that the change requirements are different for each group.

Rob also believes that if they are successful in achieving the operational and strategic plan, it will further cement their place in the organisation and would benefit the organisation to grow in the market and maximise the profits. The company will also have an opportunity to increase the market share percentage.

After completing the meetings, Rob will consolidate all the information and feedback to determine the position of the organisation and prepare a report for the identified changes.

Based on the given case study, you are required to take on the role of Rob and prepare a report that needs include the following. Your report is required to between 1000-1500 words

PRT1. Identify the strategic change requirements analysing the organisational and strategic plan.

o Identify the strategic requirements o Identify what changes are required o Identify what the organisation is trying to achieve

PRT2. Review existing policies and practices to identify:


o Areas of concerns where changes are requiredo Potential impact of not implementing the changes.

PRT3. Monitor the external environment and identify the trends that impact the achievement of organisational objectives. Consider the following resources to identify the trends:

o Australian Bureau of statistics o Tourism Australia

PRT4. Based on the conducted analysis, identify the major change requirement with managers as per the meeting conducted.

PRT5. Prioritise the change requirements.

PRT6. Identify the future opportunities and weaknesses using SWOT analysis.

Assessment task template:

You must use the attached project report template to complete this activity:


Project reportA cover sheet of the unit of competency

Version control information

Disclaimer and Acknowledgement

An introduction about the project

List of symbols and their explanations

Table of contents

Main body of the report covering following Topics in appropriate details

PRT1. Identify the strategic change requirements analysing the organisational and strategic plan.o Identify the strategic requirementso Identify what changes are requiredo Identify what the organisation is trying to achieve

PRT2. Review existing policies and practices to identify:o Areas of concerns where changes are requiredo Potential impact of not implementing the changes.

PRT3. Monitor the external environment and identify the trends that impact the achievement of organisational objectives. Consider the following resources to identify the trends:

o Australian Bureau of statisticso Tourism Australia

PRT4. Based on the conducted analysis, identify the major change requirement with managers as per the meeting conducted.

PRT5. Prioritise the change requirements. PRT6. Identify the future opportunities and weaknesses using SWOT analysis.

Summary and review

Glossary

References


PESTLE ANALYSIS Template:

Item Under Investigation:

Date:

Project: Analyst:

Element Factor Business Impact

Political

The element that has been identified

What is the business impact of this factor

Economic

Sociological

Technological

Legal

Environmental


SWOT analysis template

Strengths Weaknesses

Opportunities Threats


Performance checklist criteria Trainer/ Assessor to completeAssessment activities to be completed

Project report For a full project outline, please refer to the student assessment

instructionsResources required for the unit assessment task

Unit assessment guide template Access to live or simulated working environment Case study

Does the candidate meet the following criteria

Yes No Trainer/Assessor Comments

Appropriately identified the strategic change requirements analysing the organisational and strategic plan.

X

Effectively identified areas of concerns where changes are required and potential impact of not implementing the changes

X

Appropriately monitored the external environment and identified the trends that impact the achievement of organisational objectives.

X

Identified the major change requirement

X

Prioritised change requirements

X

identified the future opportunities and weaknesses using

X


SWOT analysis

Unit Assessment Result Sheet (UARS) Assessment Task 2 – Unit Project (UP) Student and Trainer/Assessor DetailsUnit code BSBINN601



First attempt:


Date: ___4____(day)/ ___8____(month)/ ____2020________(year)

Second attempt:




Second attempt:


Student Declaration I declare that the answers I have provided are my own work. Where I have accessed information from other sources, I have provided references and or links to my sources.


I have provided references for all sources where the information is not my own. I understand the consequences of falsifying documentation and plagiarism. I understand how the assessment is structured. I accept that all work I submit must be verifiable as my own.

I understand that if I disagree with the assessment outcome, I can appeal the assessment process, and either re-submit additional evidence undertake gap training and or have my submission re-assessed.


Student Signature Your signature

Date 4/8/2020

Trainer/Assessor Name Dao Vo


I hold:





I declare that I have conducted an assessment of this candidate’s submission. The assessment tasks were deemed current, sufficient, valid and reliable. I declare that I have conducted a fair, valid, reliable, and flexible assessment. I have provided feedback to the above-named candidate.


DAO VO

Date 4/8/2020


Unit Pre-Assessment Checklist (UPAC) UAT 3 –Role Play and PresentationPurpose of the checklist The pre-assessment checklist helps students determine if they are ready for assessment. The trainer/assessor must review the checklist with the student before the student attempts the assessment task. If any items of the checklist are incomplete or not clear to the student, the trainer/assessor must provide relevant information to the student to ensure they understand the requirements of the assessment task. The student must ensure they are ready for the assessment task before undertaking it.




















Non-English-Speaking Background






Make sure font size is not too small Ensure that the time available to complete the assessment takes account of the student’s needs Provision of information or course materials in accessible format. Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures Supply of specialised equipment or services, e.g. a note-taker for a student who cannot write Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venueChanges to course design, e.g. substituting an assessment task


Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift





Identify the issues Create a climate of support Ensure access to support that the student has agreed to Appropriately structure the assessmentProvision of information or course materials in accessible format, e.g. a text book in braille Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures Supply of specialised equipment or services, e.g. a note taker for a student who cannot write Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venueChanges to course design, e.g. substituting an assessment task Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift



Unit Assessment Task (UAT) Assessment Task 3 –Role Play and PresentationAssessment type:

Role Play and Presentation

Assessment task description: This is the third(3) unit assessment task you have to successfully complete to be deemed

competent in this unit of competency. This assessment task is comprised of a role play and presentation to be completed in front of

your trainer/assessor. The premise of the role play must be closely related to the previous assessment task. You will receive your feedback within two weeks - you will be notified by your


Applicable conditions: This role-play and presentation test is timed. Time allowed to deliver the presentation is 15-20 minutes. Time allowed to develop required resources for presentation is 3 weeks prior to the

presentation. You are expected to make 10-15 slides of PowerPoint presentation. Electronic devices are allowed during this assessment task. You must complete the task independently. No marks or grades are allocated for this assessment task. The outcome of the task will be

Satisfactory or Not Satisfactory. As you complete this assessment task you are predominately demonstrating your practical

skills, techniques and knowledge to your trainer/assessor. Trainer/Assessor may ask you relevant questions during this assessment task.

Resubmissions and reattempts: Where your answers are deemed not satisfactory after the first attempt, a resubmission

attempt will be allowed. You must speak to your Trainer/Assessor if you have any difficulty in completing this task



General Instructions for attempting the role play: You must not cut and paste chunk of text on the presentation slides however you are

advised to write down the keywords and important phrases to help you to deliver the presentation.

You must not read the presentation word-by-word and should use the presentation for reference purpose only.


You must explain the topics appropriately. Your tone, gestures, body language has to be according to the role you are portraying. You will be required to correctly discuss all topics appropriately in easy-to-understand, slang

and abbreviation free language, friendly yet professional manner for this assessment task.

Information about role play: Please note that the task includes participation in the role play. The aim of the task is to present the developed change management strategy plan you have

completed as part of Assessment task 2. This type of learning provides a controlled environment in which role players can practice

skills, roles and processes. In addition to preparing your own role play, learning is reinforced by observing other team

members and offering comments and constructive feedback. This role play focuses on the elements and performance criteria for the unit of competence,

which is available on the training package website http://training.gov.au. You have to present your role play to your trainer/assessor on the due date. Reasonable adjustment will be allowed for those candidates who are eligible to receive it. Please read through the instructions and assessment information carefully, prior to

commencing the tasks.How your trainer/assessor will assess your work?

This assessment task requires the student to participate in a role play and present their developed change management strategy plan to the audience.

Presentation must demonstrate the student’s understanding and skills of the unit. Student need to be briefed on the role play a minimum of 3 weeks prior to the due date as

set out in the delivery and assessment guide for this unit. A copy of the observation checklist (found in the Assessment Guide) in relation to this unit

must be made available to students a minimum of three weeks prior to the assessment. Your assessor will provide you with initial oral feedback in class, after the presentations by

yourself and others. This may take the form of individual feedback, if time allows, or it may be incorporated in observations of a general nature in the debriefing exercise following the role play. Written feedback incorporating the feedback on your individual presentation, role play and preparatory work will be provided within two weeks from the due date of your assessment.

Your assessor will use an observation checklist/observation guide and provide written feedback indicating whether your role play and related preparatory work is satisfactory or not satisfactory.

A copy of the observation checklist will be made available to students with this role play task, a minimum of three weeks prior to the assessment.

If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C). If at least one of the assessment task is deemed Not Satisfactory (NS), then the unit outcome






http://training.gov.au/

This assessment task is designed to evaluate your following skills and abilities: Skills to undertake cost benefit- analysis for the projected profits and the investment. Skills to analyse the risks, identify the barriers and record mitigation strategies based on

your problem solving and innovation skills. Skills to develop and present change management plan. Skills to communicate with general manager/CFO outlining relevant key factors change

management strategy and obtain approval. Skills to develop reporting protocols with relevant supervisors as per the organisational

structure given in the assessment task 2. Skills to assess the situation, consult with the general manager and prepare learning plan for

the employees to promote benefits of the change and to minimise loss. Written and oral/speech communication Skills to organise and deliver information to

effectively communicate change management strategy to a range of stakeholders/interested people.

Assessment Task 3–Role Play and PresentationInstructions to complete this assessment task:

This task requires you to develop and deliver a presentation on the developed change management strategy planyou have developed as part of assessment tasks2.

You must use PowerPoint to develop your presentation. You may use models, aids, equipment’s to deliver your presentation effectively. Presentation may include diagrams, infographics, and pictures to be interactive and

interesting. Role plays provide students with the opportunity to take part in activities which mirror real

life career-related scenarios. During the role play, the assessor will be looking for:

o Appropriate interaction, body language and communication skills o The student’s ability to establish rapport and defuse potentially difficult situations o The ability to understand, interpret and answer the questions appropriately. o Suitably documenting and presenting the topics to audience. o The student meets the requirements of the unit of competency or performance

criteria mentioned in the assessment task. The presentation should be consistent, well organised and must cover all the criteria

mentioned in the observation guide.


Computer Internet MS Powerpoint Printer or e-printer Adobe acrobat/reader Learning management system Trainer Student


Assessment task Instructions • This task is in continuation with previous task.• You will be required to access the case study provided in assessment task 2.• This activity will require you to participate in a role play, continue to take on/assume the

role of a Contact centre operation manager. • Your assessor will act as general manager/CFO/department managers. • You will be required to develop and present change management strategy by analysing the

risks, identifying the barriers and record mitigation strategies. • You will be required to prepare and present a handout about this information to all team

members/trainer/assessor. You will be required to prepare and present a power-point presentation to all team

members/trainer/assessor. You must develop 15-20 pages of Power-point slides containing relevant information

from task 2 and 3. Presentation delivery time is 15 to 20 minutes. You will submit a preparatory work to you before presenting. Your assessor must assess the performance as per the performance criteria and checklist

provided

Role Play and Presentation:

This task is a continuation from the previous task (assessment task 2).

You will be required to assess the case study from previous assessment task.

In this assessment task, you are required to develop a change management strategy in consultation with the stakeholders and managers. You will continue to take on the role of the Contact Centre Operation Manager.

Your assessor will act as General Manager/CFO/Department Managers.

You have identified that the telephone representative productivity has decreased steadily over last five years in line with the increase in turnover:

o 2011: 40 sales per representative a day o 2012: 37 sales per representative a dayo 2013: 34 sales per representative a dayo 2014: 32 sales per representative a dayo 2015: 30 sales per representative a day

To rectify this issue, you have identified the following priority change requirements in consultation with the stakeholders:

Goal 1: Upgrading of technology on a yearly basis. RTO Connect Pty Ltd T/A Australian Study Link Institute Version8.0 of 111

Goal 2: Proper training and development projects for employees

Goal 3: Proper engagement of employees and supervisors on fortnightly basis.

Goal 1 is essential to the business to ensure:

1. The most efficient use of resources to cover market needs. As upgrading technology will decrease interruption, they can become a competent contact center in the industry.

2. Job performance measurements for training needs

Goal 2 is essential to business to ensure that the:

1. Staff are well trained and have the required skills2. Employee turnover rates continue to decrease as training will increase competence in their

work creating less pressure on them.

Goal 3 is essential to business to ensure that the:

1. Supervisors and employees are well coordinated2. Business is having proper flow of information 3. Supervisors are passing on relevant knowledge to employees.

In order to ensure that there is proper employee and supervisor engagement, there must be reporting protocols for supervisors to report to department managers.

Achievement of these goals should increase net profit in the net budget year $200,000 due to increased efficiencies and increased business.

The cost that is required to be upgrade the technology and train the employees on an annual basis would be $150,000. However, it is also forecasted that the net profit would further increase with time.

The change requirement possesses the following risks:

o After spending $150,000 on training and upgrading of technology, there is a prediction that the business would earn profits of $200,000. However, predictions can be wrong and there might be a scenario that the business might not benefit from.

o The other associated risk is that even after spending considerable amounts on training of employees, the turnover ratio will not decrease. This can lead to the loss of the company from the money spent for training purposes.


Based on the given information you are required to prepare a presentation and act out the role of Contact Centre Operations Manager. Your presentation should be approximately 15-20 minutes and cover the following points. All of your notes and any preparation should be handed in to your trainer/assessor as part your assessment along with a full copy of your presentation. Sample Templates have been provided for your use.

PN1. Undertake a cost benefit- analysis for the projected profits and the investment.

PN2. Analyse the risks, identify the barriers and record mitigation strategies based on your problem solving and innovation skills.

PN3. Identify change elements, analyse risk and implement mitigation strategies to develop and present change management plan.

PN4. Communicate with General Manager/CFO outlining relevant key factors change management strategy and obtain approval.

PN5. Develop reporting protocols with relevant supervisors as per the organisational structure given in the assessment task 2.

PN6. Assess the situation, consult with the General Manager and prepare a learning plan for employees to promote the benefits of the change and to minimise loss.


Basic Cost Benefit Analysis Chart Template

PROJECT TITLE

AUTHOR DATE VERSION

BASIC COST BENEFIT ANALYSIS CHART

PROPOSED ACTION /

ALTERNATIVEBENEFITS

BENEFIT IMPACT

HIGH=3

MEDIUM=2 LOW=1

COSTS

COSTS IMPACT

HIGH=3 MEDIUM=2

LOW=1

RATIO

BENEFITS / COSTS

RANKING


RISK MANAGEMENT MATRIX TEMPLATE


RISK MANAGEMENT MATRIX TEMPLATE

NAME

OBJECTIVE

REF/ID

PRE-MITIGATIONDEPARTMENT / LOCATION

MITIGATIONS / WARNINGS / REMEDIES

POST-MITIGATION

RISK

RISK SEVERITY

RISK LIKELIHOOD

RISK LEVEL

RISK SEVERITY

RISK LIKELIHOOD

RISK LEVEL

ACCEPTABLE TO PROCEED?

ACCEPTABLE

IMPROBABLE LOW ACCEPTAB

LEIMPROBAB

LE LOW YES


TOLERABLE POSSIBLE MEDI

UMACCEPTAB

LEIMPROBAB

LE LOW YES

UNDESIRABLE

PROBABLE HIGH TOLERABL

E POSSIBLE MEDIUM YES

INTOLERABLE

PROBABLE

EXTREME

UNDESIRABLE

PROBABLE HIGH NO


MEETING AGENDA TEMPLATE:

Meeting/Project Name:Date of Meeting: (MM/DD/YYYY)

Time:

Meeting Facilitator: Location:

1. Meeting Objective

2. AttendeesName Department/Division E-mail Phone

3. Meeting AgendaTopic Owner Time

4. Pre-work/Preparation (documents/handouts to bring, reading material, etc.)Description Prepared by


MEETING MINUTES

Meeting/Project Name:

Date of Meeting: (MM/DD/YYYY)

Time:

Minutes Prepared By: Location:

1. Meeting Objective

2. Attendance at Meeting

Name Department/Division E-mail Phone


Meeting/Project Name:

Date of Meeting: (MM/DD/YYYY)

Time:

Minutes Prepared By: Location:

3. Agenda and Notes, Decisions, Issues

Topic Owner Time

4. Action Items

Action Owner Due Date

5. Next Meeting (if applicable)

Date: (MM/DD/YYYY) Time: Location:

Objective:


EMPLOYEE ACTION PLAN DATE

EMPLOYEE SUPERVISOR TRAINER

TEAM MEMBERS

DESIRED ACHIEVEMENTS

KNOWN PROBLEM AREAS

SEQUENTIAL PARTY / DEPT DATE TO DATE RESOURCES DESIRED OUTCOME EVALUATION PLAN


STRATEGIC ACTION DESCRIPTIONS RESPONSIBLE BEGIN DUE REQUIRED

1.)

2.)

3.)

4.)

5.)

6.)

7.)

8.)

9.)

10.)

11.)


ADDITIONAL NOTES

EMPLOYEE SIGNATURE: DATE:

SUPERVISOR SIGNATURE: TRAINER SIGNATURE:

TEAM MEMBER SIGNATURES


Your presentation will be assessed by your assessor and must cover the following “Observation guide”:

To be assessed as satisfactory (S) in this assessment task the participant needs to demonstrate competency in the following critical aspects of evidence

S N/S Comments and feedback to student

a) Appropriate and professional body language, gestures and tone

b) Effectiveness of the PowerPoint presentation, overall (Interesting, informative and interactive)

c) Appropriately implemented cost benefit- analysis for the projected profits and the investment

d) Analysed the risks, identified the barriers and recorded mitigation strategies

e) Successfully developed and presented change management plan.

f) Effectively communicated with general manager/CFO outlining relevant key factors change management strategy and obtained approval.

g) Efficiently discussed reporting protocols

h) Effectively prepared learning plan for the employees to promote benefits of the change and to minimise loss


Unit Assessment Result Sheet (UARS) Assessment Task 3 – Role Play and PresentationStudent and Trainer/Assessor DetailsUnit code BSBINN601



First attempt:


Date: ___4____(day)/ ____8___(month)/ _____2020_______(year)

Second attempt:




Second attempt:

Student Declaration I declare that the answers I have provided are my own work. Where I have accessed information from other sources, I have


provided references and or links to my sources. I have kept a copy of all relevant notes and reference material

that I used as part of my submission. I have provided references for all sources where the

information is not my own. I understand the consequences of falsifying documentation and plagiarism. I understand how the assessment is structured. I accept that all work I submit must be verifiable as my own.




Date 4/8/2020



I hold:





I declare that I have conducted an assessment of this candidate’s submission. The assessment tasks were deemed current, sufficient, valid and reliable. I declare that I have conducted a fair, valid, reliable, and flexible assessment. I have provided feedback to theabove-named candidate.


DAO VO

Date 4/8/2020


Unit Pre-Assessment Checklist (UPAC) UAT 4 – Unit Skills Test (UST)- Report Purpose of the checklist The pre-assessment checklist helps students determine if they are ready for assessment. The trainer/assessor must review the checklist with the student before the student attempts the assessment task. If any items of the checklist are incomplete or not clear to the student, the trainer/assessor must provide relevant information to the student to ensure they understand the requirements of the assessment task. The student must ensure they are ready for the assessment task before undertaking it.





















Non-English Speaking Background






Make sure font size is not too small Ensure that the time available to complete the assessment takes account of the student’s needs Provision of information or course materials in accessible format. Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures Supply of specialised equipment or services, e.g. a notetaker for a student who cannot write Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venue Changes to course design, e.g. substituting an assessment


task Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift





Identify the issues Create a climate of support Ensure access to support that the student has agreed to Appropriately structure the assessment Provision of information or course materials in accessible format, e.g. a text book in braille Changes in teaching practices, e.g. wearing an FM microphone to enable a student to hear lectures Supply of specialised equipment or services, e.g. a note taker for a student who cannot write Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venue Changes to course design, e.g. substituting an assessment task Modifications to physical environment, e.g. installing lever taps, building ramps, installing a lift



Unit Assessment Task (UAT) Assessment Task 4– Unit Skills Test (UST) - Report Assessment type:

Unit Skills Test - Report

Assessment task description:• This is the fourth (4) task you have to successfully complete to be deemed competent in this

unit of competency. • This task is in continuation to the previous assessment tasks. • This assessment task is comprised of a report. • Student is required to complete a report on implementation of change management

strategies developed in assessment task 2 and 3 in this assessment task. • You must attempt all criteria to the required level, e.g. Assessment criteria mentioned in the

performance checklist to be deemed satisfactory in this task.• You must prepare your report on change management strategies by following all given

instructions, for your trainer/assessor to assess your competency in this assessment task. • You will receive your feedback within two weeks - you will be notified by your


Applicable conditions:• This test is untimed and is conducted as open book test (this means you are able to refer to

your textbook or other learner materials during the test). • Word-limit for this assessment task is 800-1000 words. • You will be assessed independently on this assessment task. • No marks or grades are allocated for this assessment task. The outcome of the task will be

Satisfactory or Not Satisfactory.• As you complete this assessment task you are predominately demonstrating your practical

skills, techniques and knowledge to your trainer/assessor. • Trainer/Assessor may ask you relevant questions during this assessment task.

Resubmissions and reattempts:• Where your answers are deemed not satisfactory after the first attempt, a resubmission

attempt will be allowed. • You must speak to your Trainer/Assessor if you have any difficulty in completing this task

and require reasonable adjustments (e.g. can be given as an oral assessment).• For more information, please refer to your RTO Student Handbook.

Location:• This assessment task may be completed in an or independent learning environment. • Your trainer/assessor will provide you further information regarding the location of

completing this assessment task.


General Instructions for completing the report: • Student will develop a comprehensive report on implementation of change management

strategies in this assessment task.• Report should be based upon the work completed as part of Assessment tasks 2-3. • Report must highlight the key areas of improvement and suggest corrective actions. • You will be required to correctly attempt all activities of this assessment task.

How your trainer/assessor will assess your work? • This assessment task requires the student to complete a report on implementation of

change management strategy.• Answers must demonstrate the student’s understanding and skills of the unit. • Assessment objectives/ measurable learning outcome(s) are attached as performance

checklist/ performance criteria with this assessment task to ensure that you have successfully completed and submitted the assessment task.

• If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C). • If at least one of the assessment task is deemed Not Satisfactory (NS), then the unit outcome

is Not Yet Competent (NYC). • Once all assessment tasks allocated to this Unit of Competency have been undertaken,


• The “Assessment Plan” is available with the Unit Assessment Pack (UAP) – Cover Sheet.


This assessment task is designed to evaluate your following skills and abilities: • Skills to write a comprehensive and detailed report to management and stakeholders. • Skills to develop a sense of urgency around the need for change in consultation with

managers and supervisors• Skills to preparea learning plan for the organisation that promote the benefits of the change.• Skills to create a vision and communicate the learning plan to the employees and

supervisors. • Skills to analyse risk, identify barriers and prepare mitigation strategies to remove barriers. • Skills to identify possible employee interventions, activities to remove the obstacles during

the project as per given timeframe.• Skills to use strategies to implant change in organisation.• Skills to use appropriate evaluation methods to build and anchor change and modify if

required. • Skills to assess and assign required resources of change for implementation. • Reading skills to collect, review, interpret/understand and analyse/review text-based

business information from a range/number of sources


Assessment Task 4 - Unit Skills Test - Report

Instructions to complete this assessment task: Please write your responses in the template provided. You may attach a separate sheet if required. You must include the following particulars in the footer section of each page of the attached


You must staple the loose sheets together along with the cover page. You must attach the loose sheets chronologically as per the page numbers. Correction fluid and tape are not permitted Please do any corrections by striking through the incorrect words with one or two lines and

rewriting the correct words. The premise of the project report must be closely related to the previous assessment tasks. This submission must be well presented and follow the guidelines and instructions provided. Please follow the format as indicated in the template section below. One of the most important steps that you can take: proofread your project report. Report must be of 800-1000words in length, using 11-point font, double-spaced, and must

include a cover page, table of contents, introduction, body, summary or conclusion, and works cited.

Appropriate citations are required. All RTO policies are in effect, including the plagiarism policy.


Computer Internet MS Word Printer or e-printer Adobe acrobat/reader Learning management system

Assessment task Instructions This assessment task requires you to continue assume/ take on the role of Contact centre

operation manager from assessment task 2 and 3. You must identify and analyse the outcomes of assessment task 2 to prepare a

comprehensive report on implementation of change management strategies in this assessment task.

Report should be based upon the work completed as part of Assessment tasks 2-3. You must prepare report as per the provided template to you. Report must contain original content and should not be a "copy" of someone else's work.


Report must be of 800-1000 words in length, using 11-point font, double-spaced, and must include a cover page, table of contents, introduction, body, summary or conclusion, and works cited.

Your report should be based upon: o Your findings and learning from Assessment task 2-3o Comprehensive analysis of the findings o Variety of sources of Information including published and upublished material

Your assessor must assess the performance as per the performance criteria and checklist provided


Task :

This task is a continuation of task 2 and 3. You will continue to take on the role of the Contact Centre Operation Manager.

You have successfully identified the change requirements in assessment task 2, developed a change management startegy in assessment task 3 and communicated the change management strategy with the relevant managers in the organisation.

The CFO/General Manager has analysed the risks and the benefits of the organisational change and has allocated the task to develop a framework to implement the change management strategy and prepare a report. The company wants to implement the changes in a timeframe of 2 months. The company has provided you with the checklist that must be included in the report.

You are required to use Kotter's 8-Step Change Model to prepare a framework for implementing change management strategy. Your report for implementation is required to be approximately 1500-2000 words.

Your report must include the following checklist:

RT1. Implement strategies to develop a sense of urgency around the need for change in consultation with managers and supervisors.

RT2. Develop a learning plan for the organisation that promote the benefits of the change (as per assessment task 3).

RT3. Create a vision and communicate the learning plan to the employees and supervisors.

RT4. Analyse risk (as per assessment task 3), identify barriers and prepare a response plan.

o Identify change leaders whose main roles are to deliver the change.o Act to quickly remove barriers

RT5. Identify possible employee interventions, activities to remove the obstacles during the project as per given timeframe.

RT6. Strategies for embedding the change.

RT7. Build and anchor the change by using appropriate evaluation methods, modification if required in future to change program objectives.

RT8. Assess and assign required resources of change for implementation.


Assessment task template:

You must use the attached report template to complete this activity:


Report on Implementation of change management strategyA cover sheet of the unit of competency

Version control information

Disclaimer and Acknowledgement

An introduction about the project

List of symbols and their explanations

Table of contents

Main body of the report covering following Topics in appropriate details

RT1. Implement strategies to develop a sense of urgency around the need for change in consultation with managers and supervisors.

RT2. Develop a learning plan for the organisation that promote the benefits of the change (as per assessment task 3).

RT3. Create a vision and communicate the learning plan to the employees and supervisors.

RT4. Analyse risk (as per assessment task 3), identify barriers and prepare a response plan.o Identify change leaders whose main roles are to deliver the change.o Act to quickly remove barriers

RT5. Identify possible employee interventions, activities to remove the obstacles during the project as per given timeframe.

RT6. Strategies for embedding the change. RT7. Build and anchor the change by using appropriate evaluation methods, modification

if required in future to change program objectives. RT8. Assess and assign required resources of change for implementation.

Summary and review

Glossary

References


Your draft must address the following performance criteria/ performance checklist.

To be assessed as satisfactory (S) in this assessment task the participant needs to demonstrate competency in the following critical aspects of evidence

S N/S Trainer/Assessor to complete(Comment and feedback to students)

a) Appropriate coverage of all the elements of template on report writing

b) Overall effectiveness of the report (Interesting, informative, and interactive)

c) Aptly discussed the change management strategies prepared as part of assessment tasks 2-3

d) Developed strategies to develop sense of urgency.

e) Prepared a learning plan for employees. f) Successfully communicate the learning plan

to the employees and supervisors

g) Appropriately identified possible employee interventions, activities to remove the obstacles

h) Discussed strategies for embedding the change

i) Used appropriate evaluation methods to rectify obstacles during project.

j) Effectively Assessed and assigned required resources of change for implementation.


Unit Assessment Result Sheet (UARS) Assessment Task 4 – Unit Skills Test (UST) - Report Student and Trainer/Assessor DetailsUnit code BSBINN601



First attempt:


Date: __4_____(day)/ ___8____(month)/ ___2020_________(year)

Second attempt:




Second attempt:

Student Declaration I declare that the answers I have provided are my own work. Where I have accessed information from other sources, I have provided references and or links to my sources.



I have provided references for all sources where the information is not my own. I understand the consequences of falsifying documentation and plagiarism. I understand how the assessment is structured. I accept that all work I submit must be verifiable as my own.




Date 4/8/2020



I hold:





I declare that I have conducted an assessment of this candidate’s submission. The assessment tasks were deemed current, sufficient, valid and reliable. I declare that I have conducted a fair, valid, reliable, and flexible assessment. I have provided feedback to theabove-named candidate.


DAO VO

Date 4/8/2020

Office Use Only Outcome of Assessment has been entered onto the Student Management System on _________________ (insert date)

by (insert Name) __________________________________


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