MAC_BSBMGT617 Project Assessment Pack v1.1

 Your Trainer/Assessor will provide you with further information regarding the location for completing this assessment task. Purpose of the assessment The purpose of this assessment task is to assess the student’s knowledge and skills essential to develop and implement the business plan in a range of contexts and industry settings.  Skill to analyse and research business vision, mission, values, objectives, goals, competitors, financial targets, management arrangements and marketing approaches  Skill to write a business plan, including:  description of the business  products and services  financial, physical and human resource requirements  regulatory requirements  marketing strategy  financial indicators  productivity and performance targets for key result areas  Skill to monitor and respond to business performance, including evaluation of performance against key results indicators  Skill to consult, communicate with and report to relevant stakeholders  Skill to provide analysis of the strengths and weaknesses of a business plan. Task instructions  This is an individual assessment.  The purpose of this assessment task is to assess the students’ knowledge and skills essential to develop and implement the business plan that addresses the goals and objectives of a business.  The student will take on the role of the ‘Operations Manager.  The trainer/assessor will take on the role of the General Manager.  The trainer/assessor will allocate the role of the stakeholders specified in the activities to the staff member/students.  The student will have the responsibility to manage the team members.  For meetings: o If the meeting is a face-to-face meeting  The trainer/assessor will supervise/observe the meeting as well  The student must complete the meeting agenda, meeting minutes and associated templates o If the meeting is conducted online  The student must use video conferencing tools such as zoom  The student must record the meetings and send the recorded meetings to the trainer/assessor.  The student must complete the meeting agenda, meeting minutes and associated templates  The trainer/assessor will assess the meeting based upon the recorded meeting and the templates completed.  The student must use the templates provided to document their responses.  The student must follow the word-limits specified in the templates.  The trainer/assessor must assess the student using the performance checklist provided. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 3 of 47

Assessment Task 2 - Skills Test Case study: Introduction “Online Media Solutions” is opening a new small business in Melbourne, Australia. From idea to design, development and marketing, the company will achieve results for its clients and grow their business. Our business will venture into the web service industry to offer superior and unique services to small businesses and institutions. Our experience and expertise in web sales and e-commerce will give us the backing to provide solutions that are currently lacking in the market. There is an all-time high demand for web development and marketing for small businesses with signs of rising further. Interestingly, few web developers have taken advantage of this opportunity, leaving the industry with no dominant participants. The projects’ high costs and the focus on bigger companies and institutions could be the contributing factor as to why this market remains untapped. We will have a system that will reduce the project costs dramatically, giving us the opportunity to offer quality services at reduced costs. Company details: Company name: Online Media Solutions, Pty. Ltd Company address: 2/10 Lawn court, Craigieburn, 3064, VIC Mission  Provide best-in-class design services  Make a positive impact on our customer businesses  Be respected and admired by peers Our vision To provide best-in-class web design and development services in a manner that is simple, effective and cost-effective to the target audience. Goals and objectives The goals and objectives of Online Media Solutions are as follow:  To generate revenues of $800,000 by the end of our first year of operations.  To attain a net profit of 18% in the first year and 30% in the second year.  To have a 60% gross margin by the end of the first year. Keys to Success  We will offer quality web services to small businesses and institutions at affordable prices.  To build and tailor our services to small businesses. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 6 of 47

Rent deposits $25000 Website development $10000 Recruitment $10000 Software and hardware $25000 Marketing and advertisements $20000 Total Start-up expenses $96000 Start-up assets Cash required $100000 Other current assets $25000 Long-term assets $150000 Total assets $275,000 Total requirements $371,000 Sources of finance for required liquidity according to business goals and objectives and workplace procedures • The owner of the business will raise 20% of its total capital • The rest of the 80% will be raised through loans from banks and other financial institutions Business model “Online Media Solutions” is a full-service web solutions provider for businesses. The company offers both services and products through the mode of its B2B and B2C engagements. The product and services into divided into two (2) broad categories of business engagement. B2B services: “Online Media Solutions” service portfolio includes Web Design, Graphics design, Website development, Domain and web hosting, 2d & 3d animation, Blog development, Search engine optimisation and E- commerce. The project cost will be estimated by the appropriate number of hours needed to complete the project. The sales team will aggressively track prospective clients and sell the services provided for businesses. B2C Products: Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 9 of 47

Expense Summary: • Salaries will be 33% of the total expenses. • Contractor payments will be 20% of the total expenses. • Operating and office expenses will be 47% of the total expenses. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 12 of 47

Simulated workplace scenario ‘Online Media Solutions’ is starting its business operations. The organisation wants the Operations Manager to analyse and research business vision, mission, values, objectives, goals, competitors, financial targets, management arrangements and marketing approaches and develop and implement the business plan. Your role and responsibilities You are working as Operations Manager in ‘Online Media Solutions’. The management wants you to develop and implement the business plan. As part of your job role to develop and implement the business plan, you have the following responsibilities:  Analysing and researching business vision, mission, values, objectives, goals, competitors, financial targets, management arrangements and marketing approaches  Establishing the business plan  Monitoring and responding to business performance, including evaluation of performance against key results indicators  Consulting, communicating with and reporting to relevant stakeholders  Providing an analysis of the strengths and weaknesses of a business plan. Skills Test: This assessment task requires you to demonstrate skills to develop and implement the business plan. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 15 of 47

Activity 1: Prepare to develop a business plan This part of the activity requires you to prepare to develop a business plan for Online Media Solutions. To prepare to develop the business plan, you need to arrange a meeting with the Senior Management team, clarify the organisational and legislative frameworks relevant to the business plan’s development, and consult them about developing performance objectives and measures for the business plan. The following are the Senior Management members that you need to arrange a meeting with:  General Manager  IT Manager  Marketing Manager Roles and responsibilities during the meeting: Senior Management (General Manager, IT Manager, Marketing Manager)  The trainer/assessor will take on the role of the General Manager.  The trainer/assessor will allocate the IT Manager and Marketing Manager’s role to the students/staff members.  The Senior Management will collaborate with the student to clarify the organisation’s mission, visions, values and goals and establish key performance objectives and measures for the business plan.  The Senior Management will provide feedback, opinions or views on the key performance objectives and measures for the business plan. Student (Operations Manager)  Clarify the organisation’s mission, visions, values and goals/objectives  Consult and seek advice from the Senior Management regarding the key performance objectives and measures for the business plan.  Use listening and questioning to elicit feedback and opinions from the Senior Management. Before the meeting, the student is required to:  Review the case study information and analyse the organisation’s mission, visions, values and goals/objectives  Create an agenda for the meeting that encourage the participants to discuss the key points regarding the following: o Business vision, mission, values and objectives for input into the business plan. o Performance bjectives and key performance indicators to assess the achievement of the objectives of the business plan. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 18 of 47

IT Manager IT Department it.manager@onlinemedi asolutions.com +61 3 9002 3456 Marketing Manager Marketing Department marketing.manager@on linemediasolutions.com +61 3 9003 4567 General Manager Executive Management general.manager@onlin emediasolutions.com +61 3 9006 7890 3. Agenda and Notes, Decisions, Issues Topic Owner Time Welcome and Introduction John Smith (Operations Manager) 10:00 AM - 10:05 AM Review of Business Vision, Mission, Values, and Objectives John Smith (Operations Manager) 10:05 AM - 10:20 AM Consultation on Performance Objectives and KPIs John Smith (Operations Manager) 10:20 AM - 10:40 AM Open Discussion John Smith (Operations Manager) 10:40 AM - 10:55 AM 4. Action Items Action Owner Due Date Develop Business Vision Document John Smith (Operations Manager) 11/20/23 Research and Compile Market Trends IT Manager 11/22/23 Draft Key Performance Objectives Marketing Manager 11/24/23 Review and Comment on Action Items General Manager 11/25/23 5. Next Meeting (if applicable) Date: (MM/DD/YYYY) 11/30/23 Time: 10 AM Location: Meeting room A Objective: Implementation of business plan Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 21 of 47

Activity 2: Develop a business plan This activity is a continuation of Activity 1. This activity requires you to develop a business plan that addresses the goals and objectives of Online Media Solutions. When developing the business plan, you must incorporate the outcomes of Activity 1 and analyse and research business vision, mission, values, objectives, goals, competitors, financial targets, management arrangements and marketing approaches. You must develop the business plan using the template provided in “Appendix-C: Business plan template”. Word-limit to prepare the business plan is 1200-1500 words. To develop the business plan, you are required to:  Analyse the information given in the case study.  Identify organisational frameworks, including mission, vision, values, and objectives relevant to developing a business plan. (Based on Activity 1)  Identify the legislative frameworks, including: o Licence and permit requirements o Legal requirements for selling products and services o Regulatory requirements  Identify and assess marketing requirements, marketing objectives and established plans (Marketing analysis and operational strategy) based on the information given in the case study and conduct research to develop the marketing strategy. o Identify the target market o Conduct market analysis and document marketing activities and strategies relevant to operational strategy and marketing objectives  Conduct research, identify any three (3) competitors in the market and conduct competitor analysis to identify the competitive advantage.  Document productivity and performance targets for key result areas based on the consultation conducted in Activity 1  Identify financial, human and physical resource requirements for the business based on the information given in the case study  Identify and document the financial indicators assessing the performance of the business based on the information given in the financial analysis in the case study.  Develop a business plan using the template provided in “Appendix-C: Business plan”. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 22 of 47

The business plan must be prepared using “Appendix-C: Business plan template” and include the following details:  Description of the business  Mission, vision, values and objectives of the business plan.  Products and services  Legislative and regulatory requirements, including: o Licence and permit requirements o Legal requirements for selling products and services o Regulatory requirements  Marketing strategy. o Target market o Market analysis. o Marketing strategy and activities  Competitor analysis.  Financial (including forecasted profit and loss statement), human and physical resource requirements for the business  Financial indicators to assess the performance of the business  Productivity and performance targets for key result areas After preparing the business plan using “Appendix-C: Business plan template”, you are then required to send an e-mail to the General Manager (Trainer/assessor) and request the business plan’s approval. When writing the e-mail, you must follow the e-mail guidelines. E-mail guidelines:  Ensure the text written in the e-mail is grammatically correct and free of errors.  Use business style writing.  E-mail must have an appropriate subject  E-mail must provide a summary of the attachment.  E-mail must request the business plan approval. e-mail Subject: Request for Business Plan Approval Dear General Manager, I hope this message finds you well. Attached is the meticulously prepared business plan for Online Media Solutions, encompassing key objectives, strategies, and financial projections. The document aligns with our mission and goals. I kindly request your approval, and any feedback you may have is highly valued. Thank you for your time and consideration. Best Regards, John smith Operations Manager Online Media Solutions, Pty. Ltd. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 23 of 47

Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 24 of 47

Activity 3: Implement the business plan Activity context: The business plan has been approved. The Senior Management wants you to implement the business plan, handle the key operations, and report its key aspects. Description of the activity: This activity requires you to implement the business plan. To do so, you are required to complete the following six (6) parts:  Part A: Communicate the business plan to the stakeholders  Part B: Prepare an action plan for implementation of the business plan  Part C: Confirm skilled labour is available to implement the business plan.  Part D: Test performance measurement systems and refine, where required.  Part E: Prepare reports on key aspects of the business Part A: Communicate the business plan to the stakeholders This part of the activity requires you to communicate the business plan prepared in Activity 2 to the following stakeholders:  IT Manager  Marketing Manager Roles and responsibilities during the meeting: Stakeholders (IT Manager and Marketing Manager)  The trainer/assessor will allocate the IT Manager and Marketing Manager’s role to the students/staff members.  The students/staff members will be the same participants who participated in Activity 1.  The IT Manager and Marketing Manager will collaborate with the student to clarify key business plan elements. Student (Operations Manager)  Communicate the key elements of the business plan to the stakeholders  Clarify the key doubts of the stakeholders and answer the questions asked.  Use language and features appropriate to the audience to present the business plan.  Use listening and questioning to elicit the views of others and to clarify or confirm understanding. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 25 of 47

Before the meeting, the student is required to:  Create an agenda for the meeting that encourage the participants to discuss the key points given in the presentation.  Print out and hand out the print outs of the business plan to the stakeholder. During the meeting, you must:  Welcome the participants  Provide an introduction to the meeting’s purpose  Discuss the following elements of the business plan o Mission, vision, values and objectives of the business plan. o Legislative and regulatory requirements, including:  Licence and permit requirements  Legal requirements for selling products and services  Regulatory requirements o Marketing strategy.  Target market  Market analysis.  Marketing strategy and activities o Competitor analysis. o Financial, human and physical resource requirements for the business o Financial indicators to assess the performance of the business o Productivity and performance targets for key result areas  Clarify their understanding.  Provide an opportunity for discussion. o Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting o Provide an opportunity for the audience to ask questions o Respond to questions. o Acknowledge and respond to differences in opinions. Close the meeting:  Summarise the agreed outcomes using the meeting minutes template provided Meeting Agenda Template Meeting/Project Name: Business plan communication Date of Meeting: (MM/DD/YYYY) 11/30/23 Time: 10 AM Meeting Facilitator: John smith Location: Meeting room A 1. Meeting Objective The objective of this meeting is to effectively communicate and discuss the key elements of the approved business plan, ensuring that stakeholders, including the IT Manager and Marketing Manager, have a clear understanding of the plan's components and are ready for its implementation. 2. Attendees Name Department/Division E-mail Phone John Smith Operations Manager john.smith@onlinemediasolutio ns.com +61 3 9001 2345 IT Manager IT Department it.manager@onlinemediasolutio ns.com +61 3 9002 3456

Marketing Manager Marketing Department marketing.manager@onlinemed iasolutions.com +61 3 9003 4567 General Manager Executive Management general.manager@onlinemedia solutions.com +61 3 9006 7890 3. Meeting Agenda Topic Owner Time Welcome and Introduction John Smith (Operations Manager) 10:00 AM - 10:05 AM Communication of Business Plan Elements John Smith (Operations Manager) 10:05 AM - 10:45 AM Discussion on Key Business Plan Components All Participants 10:45 AM - 11:15 AM Clarification and Q&A Session All Participants 11:15 AM - 11:30 AM 4. Pre-work/Preparation (documents/handouts to bring, reading material, etc.) Description Prepared by Printed Business Plan Documents Operations Manager (John Smith) Agenda and Key Points Handout Operations Manager (John Smith) Additional Reference Materials Operations Manager (John Smith) Meeting Minutes Template Operations Manager (John Smith) Meeting Minutes Meeting Minutes: 1 hour 30 minutes Date of Meeting: (MM/DD/YYYY) 30-11-23 Time: 10 AM Minutes Prepared By: John smith Location: Meeting room A 1. Meeting Objective The objective of this meeting is to communicate and discuss key elements of the business plan, ensuring clarity and understanding among stakeholders. 2. Attendance at Meeting Name Department/Divi sion E-mail Phone

John Smith Operations Manager john.smith@onlinemediasolut ions.com +61 3 9001 2345 IT Manager IT Department it.manager@onlinemediasolu tions.com +61 3 9002 3456 Marketing Manager Marketing Department marketing.manager@onlinem ediasolutions.com +61 3 9003 4567 General Manager Executive Management general.manager@onlinemed iasolutions.com +61 3 9006 7890 3. Agenda and Notes, Decisions, Issues Topic Owner Time Welcome and Introduction John Smith (Operations Manager) 10:00 AM - 10:05 AM Review of Business Vision, Mission, Values, and Objectives John Smith (Operations Manager) 10:05 AM - 10:20 AM Consultation on Performance Objectives and KPIs John Smith (Operations Manager) 10:20 AM - 10:40 AM Open Discussion John Smith (Operations Manager) 10:40 AM - 10:55 AM 4. Action Items Action Owner Due Date Review business vision, mission, and values document John Smith 12/07/23 Prepare draft of marketing strategy Marketing Manager 12/14/23 Gather financial data for profit and loss statement Finance Department 12/21/23 Conduct competitor analysis General Manager 12/28/23 Finalize business plan document John Smith 01/04/24 5. Next Meeting (if applicable) Date: (MM/DD/YYYY) 12/15/2 3 Time: 10 AM Location: Meeting room A Objective: Discuss and finalize marketing strategy

Part B: Prepare an action plan for implementation of the business plan This part of the activity requires you to prepare an action plan for the implementation of the business plan. To prepare an action plan, you are required to document the following for implementation of the business plan using ‘Template 1:  Activities to be undertaken.  Objectives.  Key Performance Indicators (KPIs)  Timeframe. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 29 of 47

Template 1: Action plan Action plan Activities to be undertaken. Objectives. Key Performance Indicators (KPIs) Timeframe. Develop and finalize marketing strategy Define a clear and effective marketing approach to reach the target market Percentage increase in customer engagement 12/07/23 - 12/14/23 Implement new website development processes Enhance online services and customer experience Reduction in website loading time 12/15/23 - 12/21/23 Conduct training sessions for staff on the new business plan Ensure staff is aligned with the updated business goals Percentage increase in staff understanding 12/22/23 - 12/28/23 Initiate a customer feedback system Gather insights for continuous improvement Number of customer feedback submissions 12/29/23 - 01/04/24 Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 27 of 43

Part C: Confirm skilled labour is available to implement the business plan. This part of the activity requires you to confirm the availability of the following skilled labour to implement the business plan: ● Word press developer: Full-time position ● SEO Analyst: Part-time position ● Customer service representatives: Part-time position To do so, you are required to: ● Prepare job descriptions for the above-given positions using ‘Template 2’. ● E-mail the position descriptions prepared to the labour-hire agency and request confirmation of skilled labour. Note: The trainer/assessor will provide the e-mail address of the labour-hire agency. When writing the e-mail, you must follow the e-mail guidelines. E-mail guidelines:  Ensure the text written in the e-mail is grammatically correct and free of errors.  Use business style writing.  E-mail must have an appropriate subject  E-mail must provide a summary of the attachment.  E-mail must request the confirmation of skilled labour. E-mail Subject: Request for Confirmation of Skilled Labour Availability Dear Labor-Hire Agency, I trust this email finds you well. We are currently in the process of implementing our business plan and require skilled labour to fill specific roles. Please find attached the job descriptions for the positions we are looking to fill: WordPress Developer (Full-time), SEO Analyst (Part-time), and Customer Service Representatives (Part-time). We kindly request your confirmation regarding the availability of skilled candidates for these roles. Your prompt response will greatly assist us in ensuring a smooth and timely implementation of our business plan. Thank you for your attention to this matter. Best regards, John smith Operations manager

Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 28 of 43

Template 2: Job descriptions Job description 1: Word press developer Organisational position descriptors Wordpress developer Reports To The Word press developer will report to IT manager. Job Overview As a Word Press Developer, your role is pivotal in designing, implementing, and maintaining websites using Word Press. Success in this position is marked by the seamless functionality of websites and effective collaboration with design and content teams. This role plays a crucial part in ensuring a cohesive web experience for our users. Responsibilities and Duties  Develop, implement, and maintain websites using WordPress.  Collaborate with design and content teams to ensure a seamless web experience.  Troubleshoot and resolve website issues. Qualifications  Proven experience as a WordPress Developer.  Proficient in HTML, CSS, and JavaScript.  Strong understanding of web development best practices. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 29 of 47

Job description 2: SEO Analyst Organisational position descriptors SEO Analyst Reports To The SEO Analyst will report to marketing meneger. Job Overview As an SEO Analyst, your role is instrumental in optimizing our online presence. Success in this position is marked by effective keyword research, on-page and off-page optimization, and monitoring website performance metrics. This role contributes significantly to our digital marketing strategy. Responsibilities and Duties  Conduct keyword research and optimization.  Implement on-page and off-page SEO strategies.  Monitor and analyze website performance metrics. Qualifications  Proven experience as an SEO Analyst.  Familiarity with SEO tools and techniques.  Strong analytical and communication skills. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 30 of 47

Job description 3: Customer service representatives Organisational position descriptors Customer service representative Reports To The customer service representative will report to customer service manager. Job Overview As a Customer Service Representative, your role is vital in ensuring positive customer interactions. Success in this position is marked by efficient handling of inquiries, providing information about products and services, and resolving customer issues promptly. This role plays a key part in maintaining excellent customer relationships. Responsibilities and Duties  Respond to customer inquiries via phone, email, and chat.  Provide information about products, services, and resolve issues.  Maintain accurate customer records. Qualifications  Excellent communication and interpersonal skills.  Customer service experience preferred.  Ability to multitask and prioritize. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 31 of 47

Part D: Test performance measurement systems and refine, where required. Context: ‘Online Media Solutions’ have the following existing performance measurements systems:  The organisation has a financial management system that keeps track of the monthly revenue generated by business operations. However, the existing system does not keep track of the operating expenses and further sales and profit projections based on previous data analysis.  A balanced scorecard that quantifies business performance by Financial, Customer, Internal processes and Learning and growth measures  Customer relationship management (CRM) system to measure business performance and track customer satisfaction by measuring the interactions and relationships with existing or potential customers and tracks sales activities, customer service and support  The organisation uses a 360-degree review system to include peers, stakeholders, and subordinates in the review process annually. The existing system does not capture real-time performance data. Description This part of the activity requires you to test performance management systems based on the information given in the ‘Context’ provided above and complete ‘Template 3’ suggesting the refinements to the existing performance measurement systems. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 32 of 47

Template 3: Refinements in the existing performance measurement systems Two (2) refinements in the existing performance measurement systems (100-200 words) 1. Refinement 1: Financial Management System The existing financial management system effectively tracks monthly revenue but lacks comprehensive expense tracking and projections. To enhance this system, we propose integrating a module that meticulously records operating expenses. Additionally, incorporating a feature for sales and profit projections based on historical data analysis would provide valuable insights for strategic planning. This refinement ensures a holistic financial overview, facilitating more informed decision-making. 2. Refinement 2: 360-Degree Review System The current 360-degree review system, while inclusive, operates on an annual cycle and lacks real-time performance data capture. To improve this system, we suggest implementing a continuous feedback mechanism. This could involve regular, brief check-ins between employees and their peers, stakeholders, and subordinates. Introducing a more agile, real-time feedback loop would enhance employee development and performance evaluation, fostering a culture of continuous improvement within the organization. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 33 of 47

Part E: Prepare reports on key aspects of the business Context: After three (3) months of implementing the business plan, a review of performance was conducted. Following are the outcomes of the review conducted:  The graphic templates (Brochure and business cards) designed by the newly recruited web designer has failed to meet the client specifications and had some errors in their formatting. This is due to the failure of the quality management system. The organisation does not have a formal system of quality checking.  The operating costs have increased by 5% for the first quarter due to clients requesting re-work on a number of projects.  The performance management system has failed to keep track of real-time performance and provide training on the areas of improvement. Therefore, leading to performance issues. Description: This part of the activity requires you to report on key aspects of the business and make variances to the business plan. The report must be prepared using ‘Template 4’ and must be 400-500 words in length. To complete this activity, you are required to:  Analyse the information given in the ‘Context’.  Analyse system failures, product and service failures and identify variances to the business plan based on the information given in the ‘Context.’  Prepare a report using ‘Template 4’. Include the following elements in the report: o System failures o Product and service failures o Variations required to the business plan and reason for variations o Recommendations to address system and product and system failures  Revise ‘Business plan’ prepared in Activity 1. o Include a section for performance management and training o Document a quality management strategy o Revise budget targets. Include 10% extra in operating expenses for quality management and training of staff. o E-mail the revised business plan to the trainer/assessor. E-mail Subject: Revised Business Plan Submission Dear Trainer/Assessor, Attached is the revised business plan for Online Media Solutions, addressing quality management and training. Assumptions include improved graphic template quality and enhanced employee skills. A 10% budget increase is allocated. This plan aims to positively impact client satisfaction and overall performance. Best regards, John smith Operations manager Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 34 of 47

Template 4: Report (400-500 words) You must use the attached report template to complete this activity: Report Business Performance Analysis and Variance Report Introduction: This report provides a comprehensive analysis of key aspects of Online Media Solutions' business performance after its first year of operations. The review encompasses system and product failures, identifying variances from the initial business plan, and proposing necessary revisions. System Failures: The evaluation revealed several system failures impacting business operations. Notably, the absence of a formal quality management system resulted in graphic template errors and client dissatisfaction. Additionally, the performance management system failed to provide real-time tracking, contributing to performance issues among team members. Product and Service Failures: The newly recruited web designer's work on graphic templates, specifically brochures and business cards, did not meet client specifications. This lapse in quality management led to client re-works requests, causing a 5% increase in operating costs for the first quarter. Variances to the Business Plan: 1. Quality Management Strategy: The business plan did not initially include a formal quality management system, leading to graphic template errors. A variance is required to incorporate a quality management strategy, ensuring systematic quality checks and a dedicated quality assurance team. 2. Budget Targets: To address the newly identified needs for quality management and training, a 10% increase in operating expenses is necessary. This variance aims to cover costs associated with hiring additional staff for quality assurance, investing in tools and software, and conducting training programs. Recommendations: 1. Implement Quality Checks: Introduce a systematic process for quality checks on all design projects before client delivery to ensure adherence to client specifications. 2. Establish Quality Assurance Team: Form a dedicated quality assurance team responsible for reviewing and approving all design work, ensuring compliance with quality standards. 3. Enhance Performance Management: Invest in an improved performance management system to provide real-time tracking and offer training opportunities for areas of improvement, addressing performance issues among team members. Revised Business Plan: The revised business plan now incorporates a dedicated section for performance management and training, documenting a robust quality management strategy. Budget targets have been revised, allocating an additional 10% in operating expenses to cover quality management and training initiatives. Conclusion: By addressing system and product failures and incorporating necessary variances into the business plan, Online Media Solutions aims to enhance service quality, client satisfaction, and overall business performance in the upcoming year. Attachments: Revised Business Plan Activity 4: Monitor and respond to business performance

Activity context: The business has completed its first year of operations. Following is a brief summary of the business performance in the initial year of its operations: Performance reports:  The operating expenses exceeded by 5% due to the establishment of quality management and performance management system.  The net profit margins have decreased by 5% due to an increase in the operating costs.  Sales targets have been achieved.  The business has established its name in the market and is expecting to exceed the sales projected sales target for the next two year by 10%. Employee performance: Further, the performance management system’s outcomes have shown that the Sales Manager lack interpersonal skills to communicate with people from Culturally and Linguistically Diverse (CALD) backgrounds. Description of the activity: This part of the activity requires you to monitor and respond to business performance, including evaluating performance against key results indicators, coaching underperforming staff, and establishing an ongoing review process. To do so, you are required to complete the following three (3) parts:  Part A: Revise business plan  Part B: Identify and coach underperforming staff  Part C: Establish ongoing review processes Part A: Revise business plan This part of the activity requires you to revise the business plan. To do so, you are required to:  Analyse performance reports given in ‘Activity context’ against planned objectives (Objectives of the business plan prepared in Activity 1)  Review performance indicators against performance reports.  Revise the business plan using “Appendix C: Business plan” based on the analysis conducted: o Revise financial reports considering the analysis of performance reports o Revise the performance indicators based on the analysis of performance reports  Submit the revised business plan to the trainer/assessor. Part B: Identify and coach underperforming staf This part of the activity requires you to identify and coach the Sales Manager on the interpersonal skills to communicate with people from Culturally and Linguistically Diverse (CALD) backgrounds. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 36 of 47

To do so, you are required to conduct a coaching session with him. Roles and responsibilities during the coaching session: Sales Manager  Participate in the coaching session.  Collaborate with the Operations Manager in the preparation of the learning plan.  Discuss the difficulties he faces when communicating with people from Culturally and Linguistically Diverse (CALD) backgrounds. Student (Operations Manager)  Consult them regarding the difficulties they are facing.  Conduct the coaching session.  Prepare a learning plan for the Sales Manager considering learning needs and improvements. When conducting the coaching session, you must:  Welcome the participants  Provide an introduction to the coaching session purpose  Discuss the difficulties they are facing and the learning requirements  Discuss the strategies to communicate with people from Culturally and Linguistically Diverse (CALD) backgrounds.  Collaborate with them and prepare a learning plan that includes the following: o Areas of improvement o Learning activities o Desired outcomes o Expectations/Key Performance Indicators  Provide an opportunity for discussion. o Provide an opportunity for the audience to ask questions o Respond to questions. o Acknowledge and respond to differences in opinions. After the coaching session:  Complete ‘Template 5: Learning Plan’.

Template 5: Learning plan Learning plan Areas of improvement Learning activities Desired outcomes Expectations/Key Performance Indicators Understanding Cultural Differences Cultural Sensitivity Training Improved Understanding of CALD Perspectives Successful completion of training Effective Communication Strategies Communication Workshops Enhanced Interpersonal Communication Skills Positive feedback from CALD clients Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 38 of 43

Part C: Establish ongoing review processes This part of the activity requires you to establish an ongoing review process for monitoring the business plan outcomes. The ongoing review process must be prepared using ‘Template 6’ and include the following:  Stages of the ongoing review process  Explanation of each stage  How will they monitor the ongoing performance of the business plan? Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 39 of 47

Template 6: Ongoing review process Ongoing review process Stages of the ongoing review process  Data Collection and Compilation: Regularly collect relevant data, including financial reports, customer feedback, and operational metrics.  Analysis and Comparison: Analyze collected data by comparing it with the planned objectives and key performance indicators (KPIs).  Identify Variances: Identify any variations or discrepancies between the actual performance and the planned objectives.  Root Cause Analysis: Conduct a root cause analysis to understand the reasons behind any identified variances.  Revision of Strategies: Revise business strategies based on the analysis and root cause findings to address identified issues. Explanation of each stage (30-50 words each)  Data Collection and Compilation: Regularly gather financial reports, customer feedback, and operational metrics to ensure a comprehensive dataset.  Analysis and Comparison: Thoroughly analyze collected data, comparing it against the predetermined business plan objectives and KPIs for accurate assessment.  Identify Variances: Identify any discrepancies or variations between the actual performance and the planned objectives set in the business plan.  Root Cause Analysis: Conduct a detailed root cause analysis to delve into the reasons behind identified variations and performance issues.  Revision of Strategies: Based on the analysis and root cause findings, revise business strategies to address issues and align the business plan with current circumstances. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 40 of 47

How will they monitor the ongoing performance of the business plan? (100-150 words) To monitor the ongoing performance of the business plan, regular reviews will be conducted at monthly intervals. Key stakeholders will meet to discuss the data collected, analyze variances, and implement necessary revisions to strategies. This iterative process ensures that the business plan remains dynamic and responsive to changing market conditions. Continuous monitoring allows for proactive adjustments, contributing to the long-term success of Online Media Solutions. Stakeholder feedback and insights will be integral to refining strategies and maintaining alignment with organizational goals. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 41 of 47

Activity 5: Provide an analysis of the strengths and weaknesses of the business plan This activity is a continuation of Activity 1-4. This activity requires you to analyse the strengths and weaknesses of the existing business plan. To analyse the strengths and weaknesses of the existing business plan, you need to:  Analyse the information given in the different ‘Activity contexts’ in Activity 1-4.  Assess the revisions you have made to the business plan based on the implementation and monitoring conducted in Activity 3 and 4.  Provide an analysis of the strengths and weaknesses of the existing business plan using ‘Template 7’. Macallan College is a trading name of Macallan College Pty Ltd. RTO No.: 41030 | ABN: 36 165 356 141 | CRICOS 03468F Version Number: 1 Unit Code: BSBMGT617 Page 42 of 47

Template 7: Analysis of the strengths and weaknesses of the existing business plan Analysis of the strengths and weaknesses of the existing business plan (200-300 words) The existing business plan for Online Media Solutions demonstrates several strengths that have contributed to the initial success of the organization. Notably, the establishment of a financial management system, balanced scorecard, and CRM system has provided comprehensive tools for monitoring and assessing business performance. The inclusion of key performance indicators (KPIs) aligned with organizational objectives has facilitated a structured approach to measure success in financial, customer, internal processes, and learning and growth aspects. However, certain weaknesses have been identified through the implementation and monitoring phases. The absence of real-time performance data in the 360-degree review system has hindered the organization's ability to address immediate issues and provide timely training interventions. The lack of a formal quality management system has led to product and service failures, as evidenced by the graphic templates designed by the newly recruited web designer. Furthermore, the initial business plan did not adequately account for the 5% increase in operating expenses attributed to the implementation of the quality management and performance management systems. This oversight has impacted net profit margins negatively. Additionally, the business plan did not anticipate the need for a 10% increase in operating expenses for quality management and staff training, as revealed during the ongoing review processes. In conclusion, while the existing business plan has strong foundations with effective performance measurement systems, it requires refinement to address identified weaknesses. The revisions made during the implementation and monitoring activities have been crucial in identifying areas for improvement, providing valuable insights for enhancing the business plan's effectiveness in the future.