Piyaphon_BSBTWK601 Assessment 3

Skills Test: This assessment requires the student to complete a set of activities given in this assessment task based on the information given in the case study. These activities will provide an opportunity for the student to develop and maintain strategic business networks for the organisation given in the case study. This includes:  Identifying methods for contacting potential business contacts, including conferences, professional associations and business networking opportunities.  Determining the value of establishing a shared business relationship.  Initiating follow-up correspondence. Introduction “Online Media Solutions” is a marketing and web development business based in Melbourne, Australia. The business started in operations in 2015 and has seen exponential growth since its establishment. The business operates in the web service industry to ofer superior and unique services to small businesses and institutions (B2B business model). Our experience and expertise in web sales and e- commerce 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 more prominent companies and institutions could contribute to why this market remains untapped. We will have a system that will reduce the project costs dramatically, allowing us to ofer quality services at reduced costs. Business plan Business plan excerpt 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 simple, efective, and cost- BSBTWK601 Assessment 3 V1 Page 3 of 58

Business model “Online Media Solutions” is a full-service web solutions provider for businesses. The company ofers services through the mode of its B2B engagements. 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. Operational model and strategies B2B engagements Lead generation – Lead generation refers to creating and generating prospective consumer interest or inquiry into a business’s products or services. This will be done by building a database of prospective customers using social networks, business listings, internet search etc. Sales pitch – A sales pitch is a line of talk that attempts to persuade someone or something with a planned sales presentation strategy of a product or service designed to initiate and close a product and service sale. Sales professionals prepare and give a sales pitch using the following methods:  Face to face meetings  E-mailing marketing contacts from the leads Networking objectives BSBTWK601 Assessment 3 V1 Page 6 of 58

● Increasing operational efficiency ● Engaging with customers through quality research and understanding supported by marketing techniques ● Establishing a reputation for exceptional customer service and end to end solutions ● Supporting people to perform via training and performance management ● Controlling costs through operational efficiency Competitive Advantage The fact that our services target small businesses gives us an edge over our competitors. By setting up strategic alliances with some of the web and Internet-related companies, we will ofer our customers efficient and afordable web services that will meet their demands. Strategic issues ● What is the best method to meld the diferent cultures and build a strong team to most efectively deliver on mission? ● How do we build and incorporate consistency in our growth strategies, standardised operating procedures and communications in light of frequent changes in leadership? ● How do we best meet the growth operations and service demands in light of consistent budget cuts? Strategic objectives and organisational goals 1. To generate revenues of $800,000 by the end of our first year of operations. 1.1. Generate sales of $800,000 by the end of the year. 1.2. Participate in networking opportunities such as business virtual conferences and professional associations and promote organisational services and generate sales. 2. To attain a net profit of 18% in the first year, 32% in the second year and 40% in the third year. 2.1. Maintain profitability by implementing processes that decrease operating costs. 2.2. Implement cost tracking systems to increase operational efficiency. BSBTWK601 Assessment 3 V1 Page 9 of 58

Communication plan excerpt Following is an excerpt of the communication plan:  The Operations Manager must communicate the advantages of developing business relationships to the General Manager and the Departmental Managers.  A meeting should be conducted to communicate the advantages of developing business relationships.  A presentation should be prepared before the meeting that discusses the key points of communication during the meeting. Your role and responsibilities You are working as Operations Manager in ‘Online Media Solutions’. You report to the General Manager of the organisation. The General Manager wants you to develop and maintain strategic business networks for ‘Online Media Solutions’. This includes:  Identifying methods for contacting potential business contacts, including conferences, professional associations and business networking opportunities.  Determining the value of establishing a shared business relationship.  Initiating follow-up correspondence. As part of your job role, you have the following responsibilities:  Analyse the organisation’s networking objectives and organisational strategy and identify potential business contacts.  Evaluate and select potential business contacts.  Plan subject matter of communication with identified businesses contacts and evaluate methods for contacting identified business contacts, including conferences, professional associations and business networking opportunities.  Establish contact with identified business contacts and communicate with relevant stakeholders the advantages of developing business relationship according to plan.  Confirm communication channels with relevant stakeholders for future correspondence.  Identify existing business relationships and determine the value of establishing a shared business relationship.  Develop a plan for maintaining strategic business relationships and evaluate opportunities for collaboration with business contacts according to organisational strategy. BSBTWK601 Assessment 3 V1 Page 12 of 58

Activity 1: Plan networking activities This activity requires you to plan networking activities that support the following strategic and networking objectives of the Online Media Solutions: Strategic objectives:  Establish alliances and partnerships with organisations ofering professional development programs for the ongoing development of staf members.  Implement the best CRM that will allow the organisation to manage and communicate with the customers via a range of social media channels. Networking objectives:  Network with experts and associations to gather insights about their experience using CRMs that integrate social media and the challenges of implementing a new system.  Build a referral network to expand the resources.  Establish alliances and partnerships with organisations ofering professional development programs for the ongoing development of staf members.  Participate in formal networks to keep track of the new technologies and plan business operations accordingly. To do so, you are required to complete the following parts:  Part A: Identify potential business contacts.  Part B: Evaluate and select potential business contacts.  Part C: Plan subject matter of communication with identified businesses contacts.  Part D: Evaluate methods for contacting identified business contacts. BSBTWK601 Assessment 3 V1 Page 15 of 58

Objective 2: Implement the best CRM that will allow the organisation to manage and communicate with customers via a range of social media channels. Three (3) potential business contacts Explanation (100-150 words each) CRM Software Provider A CRM Software Provider A is a leading company in the customer relationship management (CRM) software industry. They offer a comprehensive CRM solution that includes social media integration. Partnering with CRM Software Provider A would allow Online Media Solutions to access state-of-the-art CRM technology, enabling them to efficiently manage and communicate with customers across various social media platforms. This collaboration can help enhance customer engagement and satisfaction, aligning with the organization's goal of achieving a 90% customer satisfaction rate. Social Media Marketing Agency B Social Media Marketing Agency B specializes in social media strategies and campaigns. They have extensive experience in managing brand presence on various social media platforms. Partnering with this agency can provide Online Media Solutions with valuable insights and expertise on effectively using social media for customer communication. This partnership would assist in the successful implementation of CRM tools, making it easier to interact with customers through social media channels and maintain a strong online image. Tech Solutions Provider C Tech Solutions Provider C is known for its expertise in integrating and customizing technology solutions for businesses. They have experience in integrating CRM systems with social media platforms to streamline customer interactions. Collaborating with Tech Solutions Provider C can help Online Media Solutions tailor a CRM system that suits their unique needs and preferences. This partnership would ensure the organization can efficiently communicate with customers via a range of social media channels while maintaining low operational costs, aligning with the company's strategic objectives. BSBTWK601 Assessment 3 V1 Page 18 of 58

evaluation criteria. Objective 1: Establish alliances and partnerships with organisations offering professional development programs for the ongoing development of staff members. Three (3) potential business contacts Evaluation (100-150 words each) ProSkills Academy ProSkills Academy is renowned for its top-tier training programs, making them an excellent choice for staff development. They possess the expertise and compatibility necessary to align with Online Media Solutions' goals. Their long-standing reputation and credibility in the industry make them a trusted partner. With substantial resource availability and cost-effectiveness, they are a strong choice to support staff development. Nonprofit Learning Hub Nonprofit Learning Hub specializes in providing professional development opportunities for nonprofit organizations. While their specialization may require some customization, it aligns with Online Media Solutions' values and objectives. Their reputation for tailored programs is an asset, but their resource availability should be assessed to ensure they can meet the specific needs of the organization. BizConnect Network BizConnect Network may not offer direct training programs, but they can provide valuable networking and knowledge-sharing opportunities. Their resource availability may not be relevant in this context, but their extensive network could be beneficial for identifying training and development resources. While not a direct provider of training, they offer compatibility with the objective. Objective 2: Implement the best CRM that will allow the organisation to manage and communicate with customers via a range of social media channels. Three (3) potential business contacts Evaluation (100-150 words each) BSBTWK601 Assessment 3 V1 Page 21 of 58

TechCRM Solutions TechCRM Solutions is a well-established CRM software provider with extensive experience in integrating social media channels. They have a strong reputation for their technology and CRM expertise. Their resource availability is robust, ensuring that they have the necessary tools and technology for seamless integration. While their pricing may be competitive, it aligns with the organization's cost-effectiveness objective. TechCRM Solutions is a strong candidate for enabling Online Media Solutions to effectively manage and communicate with customers via social media channels. SocialMedia Connect Agency SocialMedia Connect Agency specializes in social media strategies and campaigns, making them experts in utilizing social media channels. They have a strong reputation for their social media expertise. While they may not provide the CRM software itself, their knowledge and experience in social media can be a valuable asset during the CRM implementation. Their resource availability in terms of social media tools and insights is substantial. Collaborating with them could enhance Online Media Solutions' social media communication capabilities. CustomTech Integrators CustomTech Integrators are known for customizing technology solutions to meet specific business needs. While they may not specialize in CRM software, their ability to tailor solutions is beneficial. They have a reputation for their adaptability and problem- solving skills. Their resource availability in terms of customization capabilities is strong. While they may not be the CRM software provider, they can help Online Media Solutions integrate a CRM system that aligns with their unique requirements. Business contact selected for each strategic objective and explanation of the reason for selection (200-250 words) Objective 1: Establish alliances and partnerships with organizations offering professional development programs for the ongoing development of staff members. Selected Business Contact: ProSkills Academy Explanation: ProSkills Academy is the ideal partner for staf development due to its expertise, reputation, resource availability, and cost-efectiveness. Their proven track record in providing high- BSBTWK601 Assessment 3 V1 Page 22 of 58

quality training aligns with Online Media Solutions' commitment to staf development. Their credibility and competitive pricing make them the trusted choice for this objective. Objective 2: Implement the best CRM that will allow the organization to manage and communicate with customers via a range of social media channels. Selected Business Contact: TechCRM Solutions Explanation: TechCRM Solutions is the best partner for CRM implementation. Their expertise in CRM technology and social media integration, coupled with their resource availability, ensures a successful CRM system integration. Their competitive pricing aligns with Online Media Solutions' cost- efectiveness objective, making them the preferred choice for this strategic objective. Part C: Plan subject matter of communication with identified businesses contacts. BSBTWK601 Assessment 3 V1 Page 23 of 58

This part of the activity is a continuation of part A and B of this activity. This part of the activity requires you to plan the subject matter of communication with identified businesses contacts selected in part B of this activity. To plan the subject matter of communication, you are required to complete the steps given below and document the outcomes using Template 4.  Step 1: Determine the communication objective for each business contact identified in part B of this activity and document using Template 4.  Step 2: Develop subject matter that aligns with the strategic and network objectives and document using Template 4.  Step 3: Create a specific plan for the content of your message for each business contact identified in part B of this activity and document the outcomes using Template 4. BSBTWK601 Assessment 3 V1 Page 24 of 58

Template 4: Plan subject matter for communication Subject matter for communication Objective 1: Establish alliances and partnerships with organisations ofering professional development programs for the ongoing development of staf members. (250-300 words) Business Contact: ProSkills Academy Communication Objective: To initiate a partnership for staf development programs. Subject Matter that Aligns with the Strategic Objective: Online Media Solutions is interested in establishing a partnership with ProSkills Academy to enhance the ongoing development of its staf members. The subject matter will revolve around the benefits of the partnership, including access to high-quality training programs, customized training modules, and cost-efective solutions. It will emphasize the alignment of values and objectives, ensuring that the partnership fosters the growth and development of Online Media Solutions' team in line with their mission and vision. Plan for the Content of Your Message: 1. Introduction and Greeting: Initiate the communication with a friendly introduction. 2. Express Intent: Clearly express the organization's intent to establish a partnership for staf development. 3. Benefits of Collaboration: Highlight the benefits of the partnership, including access to ProSkills Academy's expertise, customized programs, and cost-efectiveness. 4. Alignment of Values: Emphasize the alignment of values and objectives, ensuring a productive and harmonious partnership. 5. Request for Further Discussion: Conclude the message by requesting a meeting or discussion to explore the partnership in more detail. Objective 2: Implement the best CRM that will allow the organisation to manage and communicate with the customers via a range of social media channels. BSBTWK601 Assessment 3 V1 Page 25 of 58

Business Contact: TechCRM Solutions Communication Objective: To discuss the implementation of a CRM system for managing and communicating with customers via social media channels. Subject Matter that Aligns with the Strategic Objective: The subject matter will focus on the specific requirements and objectives of implementing a CRM system that aligns with Online Media Solutions' vision of efective customer communication via social media. It will highlight TechCRM Solutions' expertise in CRM integration, the customization of the CRM system, and the cost- efectiveness of the solution. The message will stress the importance of aligning the CRM system with the organization's strategic directions and vision. Plan for the Content of Your Message: 1. Introduction and Greeting: Start with a warm introduction. 2. Define the Objective: Clearly state the objective of the message, which is to discuss CRM implementation. 3. TechCRM Solutions' Expertise: Highlight TechCRM Solutions' expertise in CRM integration. 4. Customization and Alignment: Discuss the customization of the CRM system and how it will align with Online Media Solutions' strategic directions. 5. Cost-Efectiveness: Emphasize the cost-efectiveness of the solution. 6. Request for Discussion: Conclude by requesting a meeting or discussion to explore the CRM implementation in greater detail. Part D: Evaluate methods for contacting identified business contacts. BSBTWK601 Assessment 3 V1 Page 26 of 58

This part of the activity is a continuation of part B and part C of this activity. This part of the activity requires you to evaluate and identify methods for contacting potential business contacts identified/selected in part B of this activity for each strategic objective, including conferences, professional associations and business networking opportunities. To evaluate and identify methods for contacting potential business contacts, you are required to complete the steps given below and document the outcomes using Template 5.  Step 1: Determine any four (4) methods of contacting each potential business contact identified/selected in part B of this activity and document using Template 5.  Step 2: Evaluate each method of contacting each potential business contact identified/selected in part B, assess their advantages and disadvantages and document using Template 5.  Step 3: Select the best method of communication for contacting each identified business contact and document using Template 5. BSBTWK601 Assessment 3 V1 Page 27 of 58

Template 5: Methods for contacting identified business contacts Methods for contacting identified business contacts Business contact for strategic objective 1: Four (4) methods of contacting each potential business contact Advantages (Three each) Disadvantages (Three each) Direct Email: - Personal and direct communication. - Allows for detailed information sharing. - Provides a written record of the communication. - May get lost in the recipient's crowded inbox. - Response time can vary. - May be perceived as unsolicited. Phone Call: - Immediate and real-time interaction. - Enables a more personal connection. - Allows for active discussion and clarification. - May require scheduling and coordination. - Can be intrusive if not timed well. - Limited to voice communication. LinkedIn Message - - Professional platform for business communication. - Provides a platform to showcase profiles and credentials. - Can establish a connection with a potential partner. - - May not be checked as frequently as email. - Limited to a text-based medium. - Limited character count for initial messages. Networking Event - Face-to-face interaction. - Opportunity to build rapport and trust. - Real-time discussions. - Requires physical presence or virtual attendance. - May have limited time for discussion. - Requires prior arrangement. BSBTWK601 Assessment 3 V1 Page 28 of 58

Best method of communication for contacting business contact and a reason for selection of the communication method (100-150 words) The best method for contacting ProSkills Academy for the purpose of establishing alliances and partnerships is through a direct email. This method provides a personalized and direct communication channel, allowing Online Media Solutions to convey their intent, objectives, and the benefits of the partnership in a comprehensive and well-structured manner. Direct email offers the advantages of being a professional and asynchronous mode of communication, which is essential when initiating a partnership discussion. It respects the recipient's time, enabling them to respond at their convenience. Additionally, it provides a written record of the communication, ensuring clarity and accountability. By choosing direct email, Online Media Solutions can present a strong and well-documented case for partnership with ProSkills Academy, setting a positive tone for further discussions. Business contact for strategic objective 2: Four (4) methods of contacting each potential business contact Advantages (Three each) Disadvantages (Three each) Direct Email: - Personal and direct communication. - Allows for detailed information sharing. - Provides a written record of the communication. - May get lost in the recipient's crowded inbox. - Response time can vary. - May be perceived as unsolicited. Phone Call: - Immediate and real-time interaction. - Enables a more personal connection. - Allows for active discussion and clarification. - May require scheduling and coordination. - Can be intrusive if not timed well. - Limited to voice communication. BSBTWK601 Assessment 3 V1 Page 29 of 58

LinkedIn Message - - Professional platform for business communication. - Provides a platform to showcase profiles and credentials. - Can establish a connection with a potential partner. - - May not be checked as frequently as email. - Limited to a text-based medium. - Limited character count for initial messages. Industry Conference - In-person interaction with representatives. - Opportunity for detailed discussions. - Access to industry experts. - Requires attendance at the conference. - May have limited time for discussions. - Potential competition for attention. Best method of communication for contacting business contact and a reason for selection of the communication method (100-150 words) The best method for contacting TechCRM Solutions to discuss the implementation of a CRM system is through a direct email. This communication method allows for a well-structured and detailed introduction of the objective and its alignment with Online Media Solutions' needs. Direct email provides the advantages of personalization and a documented record of the communication, which is crucial when discussing technical solutions like CRM integration. It also respects the recipient's time, enabling them to review and respond at their convenience. Given the technical nature of CRM implementation, direct email ensures that the message is clear, concise, and well-documented, allowing both parties to refer back to the email for details. It sets a professional and organized tone for initiating discussions about the CRM system, making it the best choice for this specific objective. BSBTWK601 Assessment 3 V1 Page 30 of 58

Activity 2: Undertake networking activities This activity is a continuation of Activity 1. This activity requires you to undertake networking activities for each of the following strategic objectives:  Strategic objective 1: Establish alliances and partnerships with organisations ofering professional development programs for the ongoing development of staf members.  Strategic objective 2: Implement the best CRM that will allow the organisation to manage and communicate with the customers via a range of social media channels. To undertake networking activities, you are required to complete the following parts of the activity:  Part A: Establish contact with identified business contacts.  Part B: Communicate with relevant stakeholders.  Part C: Confirm communication channels with relevant stakeholders BSBTWK601 Assessment 3 V1 Page 31 of 58

Part A: Establish contact with identified business contacts. This part of the activity requires you to establish contact with business contacts identified/selected in part B of Activity for each strategic objective. Strategic objective 1: Establish alliances and partnerships with organisations offering professional development programs for the ongoing development of staff members. For business contact identified for strategic objective 1 in part B of Activity 1, you are required to:  Contact the business contact.  Gather information regarding the professional development programs that the organisation ofers.  Discuss the options for association with the company for ongoing professional development of the staf members.  Document the outcomes of the conversations using Template 6. Include the following information: o Name of the organisation. o Contact information of the organisation, including the following details:  Address of the organisation  Contact number  E-mail address o Details of the conversation. Strategic objective 2: Implement the best CRM that will allow the organisation to manage and communicate with the customers via a range of social media channels. For business contact identified for strategic objective 2 in part B of Activity 1, you are required to:  Consult the business contact.  Gather information regarding the best CRM that will allow the organisation to manage and communicate with customers via a range of social media channels.  Document the outcomes of the conversations using Template 7. Include the following information: o Name of the business contact. o Contact information of the business contact, including the following details:  Address BSBTWK601 Assessment 3 V1 Page 32 of 58

 Contact number  E-mail address o Details of the conversation. Template 6: Establish contact with the selected business contacts Establish contact with the selected business contacts Name of the Organization: ProSkills Academy Address: 123 Professional Development Street, Cityville, Contact Number: +123-456-7890 E-mail Address: info@proskillsacademy.com Details of the conversation (200-250 words) I initiated contact with ProSkills Academy, expressing our interest in forming an alliance for ongoing professional development. The conversation was positive, and they provided valuable insights into the professional development programs they ofer. ProSkills Academy primarily focuses on customized training modules for various industries and has a strong reputation for their expertise in staf development. We discussed options for association, and they are open to exploring a tailored program to meet the specific needs of Online Media Solutions. They expressed their commitment to enhancing staf skills and agreed to schedule a follow-up meeting to delve into the specifics. Overall, the initial contact was promising, and ProSkills Academy appears to be an ideal partner for our staf development objectives. BSBTWK601 Assessment 3 V1 Page 33 of 58

Template 7: Establish contact with the selected business contacts Establish contact with the selected business contacts Name of the Business Contact: TechCRM Solutions Address: 456 CRM Drive, Techville, Contact Number: +987-654-3210 E-mail Address: contact@techcrmsolutions.com Details of the conversation (200-250 words) I reached out to TechCRM Solutions to gather information about implementing a CRM system for managing customer communication through various social media channels. The conversation with TechCRM Solutions was informative and constructive. TechCRM Solutions specializes in CRM software integration and offered insights into their tailored CRM solutions. They emphasized their proficiency in social media channel integration, which aligns perfectly with Online Media Solutions' objectives. They provided details about their technology stack and customization options, highlighting their ability to create a CRM system that aligns with our specific needs. We discussed the potential benefits of CRM implementation and the importance of alignment with our strategic directions. TechCRM Solutions expressed their commitment to cost-effective solutions. They agreed to schedule a more in-depth discussion to understand our exact requirements and customize the CRM system accordingly. BSBTWK601 Assessment 3 V1 Page 34 of 58

Part B: Communicate with relevant stakeholders. Context: The General Manager wants the Operations Manager to communicate the advantages of developing business relationships to the Departmental Managers. To communicate the advantages of developing business relationships, the General Manager wants you to follow the communication plan excerpt below: Communication plan excerpt  The Operations Manager must communicate the advantages of developing business relationships to the General Manager and the Departmental Managers.  A meeting should be conducted to communicate the advantages of developing business relationships.  A presentation should be prepared before the meeting that discusses the key points of communication during the meeting. Description: This part of the activity requires you to communicate to the following stakeholders the advantages of developing business relationship according to the communication plan excerpt given in the ‘Context’.  General Manager.  Departmental Managers. o Marketing Manager o Sales Manager The trainer/assessor will take on the role of the General Manager and assign the role of the Departmental Managers to the staf members. The trainer assessor must brief the student and the staf members of their roles and responsibilities and Script to be followed before the meeting. The roles and responsibilities and the Script is given below. Roles and responsibilities (Operations Manager/Student)  Conveys information about the advantages of developing business relationships using language, format and style appropriate to the audience  Uses listening and questioning to confirm and clarify understanding.  Conduct the meeting based on the Script provided.  Answer the questions asked by the stakeholders. Roles and responsibilities (General Manager)  Understand and clarify information regarding the advantages of developing business BSBTWK601 Assessment 3 V1 Page 35 of 58

relationships discussed by the Operations Manager.  Participate in the meeting based on the ‘Script’ provided.  Ask questions to the Operations Manager given in the Script. Roles and responsibilities (Departmental Managers)  Understand and clarify information regarding the advantages of developing business relationships discussed by the Operations Manager.  Participate in the meeting based on the ‘Script’ provided.  Ask questions to the Operations Manager given in the Script. To conduct the meeting, you must follow the meeting process and the meeting script provided below. Meeting process: Before the meeting 1. Create a meeting agenda.  Confirm the meeting time and place with the trainer/assessor.  Use the meeting agenda template provided to prepare the meeting agenda. 2. Prepare a presentation. Follow the guidelines provided below when preparing the presentation.  The presentation must include 8-10 slides.  The presentation must discuss the benefits of a strategic business network  The presentation must include 3 primary advantages of developing a business relationship with each business contact/network contacted in part A of this activity. 3. E-mail the presentation along with the meeting agenda to the meeting participants and request confirmation for the meeting. During the meeting 1. Welcome the participants 2. Deliver the presentation. 3. Clarify the understanding of the participants. 4. Conduct the meeting based on the ‘Meeting script’ provided. BSBTWK601 Assessment 3 V1 Page 36 of 58

After the meeting 1. Summarise the agreed outcomes using the meeting minutes template provided. BSBTWK601 Assessment 3 V1 Page 37 of 58

Meeting script: Script: Meeting 1 The Operations Manager will first deliver the presentation. After discussing the advantages of developing a business relationship with each business contact/network, the Operations Manager will ask the following questions to confirm their understanding or gather feedback: 1. What are your thoughts about the business networks/contacts established? 2. Are there any suggestions or feedback that you would like for further improvements? Script for General Manager and Departmental Managers: The General Manager will provide the following responses to the questions asked by the Operations Manager: 1. The established networks seem beneficial, but how can we maintain these contacts? 2. Are there any plans for maintaining strategic business relationships for the long term? The Departmental Managers will discuss the following: 1. How will the established networks help in the development of their team members? 2. How will the Sales team members be provided with the required training to implement the CRM? BSBTWK601 Assessment 3 V1 Page 38 of 58

MEETING AGENDA TEMPLATE: Meeting 1 Meeting/Project Name: Business Relationships Advantages Date of Meeting: (MM/DD/YYYY) 1.11.23 Time: 10 AM Meeting Facilitator: Piyaphon Location: Meeting Room A 1. Meeting Objective To communicate the advantages of developing business relationships with a focus on established business contacts/networks. 2. Attendees Name Department/Division E-mail Phone Lisa General Manager Lisa@coolmail.com 031240322 Amy Marketing Manager Amy@coolmail.com 032932922 Mark Sales Manager Mark@coolmail.com 082928424 Piyaphon Operations Manager Piyaphon@coolmail.com 092989242 3. Meeting Agenda Topic Owner Time Presentation on Advantages of Developing Business Relationships Operations Manager 15 m. Discussion and Clarification All 25 m. Discuss the plans for maintaining strategic business relationships. All 20 m. 4. Pre-work/Preparation (documents/handouts to bring, reading material, etc.) Description Prepared by Review the presentation. Piyaphon BSBTWK601 Assessment 3 V1 Page 39 of 58

Prepare responses to potential questions. Piyaphon Ensure all attendees have received the meeting materials. Piyaphon BSBTWK601 Assessment 3 V1 Page 40 of 58

MEETING MINUTES: Meeting 1 Meeting Minutes: Date of Meeting: (MM/DD/YYYY) 1.11.23 Time: 10 AM Minutes Prepared By: Piyaphon Location: Meeting Room A 1. Meeting Objective The objective of the meeting was to communicate the advantages of developing business relationships, particularly focusing on established business contacts and networks. 2. Attendance at Meeting Name Department/Division E-mail Phone Lisa General Manager Lisa@coolmail.com 031240322 Amy Marketing Manager Amy@coolmail.com 032932922 Mark Sales Manager Mark@coolmail.com 082928424 Piyaphon Operations Manager Piyaphon@coolmail.com 092989242 3. Agenda and Notes, Decisions, Issues Topic Owner Time The meeting started with a warm welcome and introduction by Piyaphon, the Operations Manager. Operations Manager 15 m Piyaphon delivered a presentation outlining the benefits of developing business relationships. The advantages of established business contacts/networks were discussed. Operations Manager 15 m A fruitful discussion followed, with the General Manager and Departmental Managers engaging in questions and seeking clarification on various aspects of business relationships. General Manager 15 m Several key points were noted and will be incorporated into the next steps for maintaining strategic business relationships. All 15 m BSBTWK601 Assessment 3 V1 Page 41 of 58

Meeting Minutes: Date of Meeting: (MM/DD/YYYY) 1.11.23 Time: 10 AM Minutes Prepared By: Piyaphon Location: Meeting Room A 1. Meeting Objective 4. Action Items Action Owner Due Date Incorporate feedback into next steps Operations Manager 5.11.23 Plan for long-term strategic alliances General Manager 7.11.23 Develop a training plan for the Sales team for CRM implementation Sales Manager 10.11.23 Share meeting materials with all participants Operations Manager 12.11.23 5. Next Meeting (if applicable) Date: (MM/DD/YYYY) 15.11.23 Time: 10 AM Location : Meeting Room A Objective: BSBTWK601 Assessment 3 V1 Page 42 of 58

Part C: Confirm communication channels with relevant stakeholders This part of the activity is a continuation of part B of this activity. This part of the activity requires you to confirm communication channels with the relevant stakeholders for future correspondence. To confirm communication channels with the relevant stakeholders for future correspondence, you are required to follow the steps given below: Step 1: Develop an action plan using Template 8. The purpose of the action plan is to initiate follow-up/future correspondence with the departmental managers to further discuss the advantages of strategic networks established and gather feedback on further steps that should be taken to improve the organisation’s processes. The action plan must be prepared for a period of three (3) months and must include the following information:  Communication activities (Any four).  Stakeholders to be involved.  Frequency of communication.  Communication channel for each communication activity.  Person responsible for undertaking the communication. Step 2: E-mail the action plan prepared to the following stakeholders to confirm communication channels.  General Manager.  Departmental Managers. o Marketing Manager o Sales Manager Note: The trainer/assessor will provide the details regarding the college e-mail addresses of the stakeholders. For trainer/assessor:  The trainer/assessor must provide the student with the staff member’s college e-mail addresses playing the Sales Manager and Marketing Manager’s roles. BSBTWK601 Assessment 3 V1 Page 43 of 58

Guidelines for writing the e-mail:  Ensure the text written in the e-mail is grammatically correct and free of errors.  Use business style writing.  Write an appropriate subject line.  The text must provide a summary of the communication activities and channels to be used.  Attach action plan to the e-mail. BSBTWK601 Assessment 3 V1 Page 44 of 58

Template 8: Action plan Action plan Communication activities (Any four). Stakeholders to be involved. Frequency of communication. Communication channel for each communication activity. Person responsible for undertaking the communication. Monthly Progress Updates Departmental Managers (Marketing and Sales) Monthly Email Piyaphon Feedback Gathering Session Departmental Managers (Marketing and Sales) Bi-weekly Video Conference Piyaphon Review of CRM Implementation Plan Sales Manager Monthly In-Person Meeting Piyaphon Long-Term Strategic Alliance Discussion General Manager, Marketing Manager Quarterly Video Conference Piyaphon BSBTWK601 Assessment 3 V1 Page 45 of 58

Subject: Confirmation of Communication Channels and Activities Dear team, I hope this message finds you well. As discussed during our recent meeting on the advantages of strategic business relationships, I would like to confirm our communication plan for the coming three months. The plan is designed to ensure efective and regular communication with our Departmental Managers, particularly the Marketing and Sales Managers. Action Plan: 1. Monthly Progress Updates  Stakeholders: Departmental Managers (Marketing and Sales)  Frequency: Monthly  Communication Channel: Email  Person Responsible: Piyaphon 2. Feedback Gathering Session  Stakeholders: Departmental Managers (Marketing and Sales)  Frequency: Bi-weekly  Communication Channel: Video Conference  Person Responsible: Piyaphon 3. Review of CRM Implementation Plan  Stakeholders: Sales Manager  Frequency: Monthly  Communication Channel: In-Person Meeting  Person Responsible: Piyaphon 4. Long-Term Strategic Alliance Discussion  Stakeholders: General Manager, Marketing Manager  Frequency: Quarterly  Communication Channel: Video Conference  Person Responsible: Piyaphon Please find the attached action plan for more detailed information regarding these activities. We value your input and feedback as we continue to strengthen our strategic business networks. If you have any additional suggestions or specific points you would like to address during these communication activities, please feel free to share them with me. Additionally, I kindly request your confirmation of these communication channels and activities. Your acknowledgment will help us ensure a smooth flow of information and collaboration. Thank you for your continued support in this important initiative. I look forward to our future discussions and shared progress. Best regards, Piyaphon Operations Manager Attachment: Action Plan.pdf Activity 3: Maintain networks This activity is a continuation of Activity 1 and Activity 2. This activity requires you to maintain established in Activity 1 and Activity 2. BSBTWK601 Assessment 3 V1 Page 46 of 58

To maintain networks, you are required to complete the following parts:  Part A: Identify existing business relationships and assess their strategic importance  Part B: Develop a plan for maintaining strategic business relationships  Part C: Evaluate opportunities for collaboration with business contacts according to organisational strategy BSBTWK601 Assessment 3 V1 Page 47 of 58

Part A: Identify existing business relationships and assess their strategic importance This part of the activity requires you to identify the existing business relationships (relationships established in Activity 2 – Part A) and assess the strategic importance according to organisational objectives. To identify the existing business relationships and assess the strategic importance, you are required to follow the steps given below and document the outcomes using Template 9. Step 1: Identify existing business relationships based on the business contacts established in part A of Activity 2. Compile the following information using Template 9.  Name of the business contact or relationship.  Type of relationship.  Role in delivering organisational strategy.  Relationship owner. Step 2: Assess the strategic importance of the existing business relationships against the following strategic organisational objectives and document the outcomes using Template 9 :  Strategic objective 1: Establish alliances and partnerships with organisations ofering professional development programs for the ongoing development of staf members  Strategic objective 2: Implement the best CRM that will allow the organisation to manage and communicate with the customers via a range of social media channels. Consider the following questions when assessing the strategic importance of the existing business relationships against the strategic organisational objectives:  Can the organisational objective be delivered without them?  How difficult or expensive would it be to find an alternative?  What value does the relationship deliver over the long term?  What would be the consequences of losing the relationship?  Does the relationship have the potential to grow with your organisation? Step 3: Determine the value of establishing a shared business relationship and document using Template 9 . BSBTWK601 Assessment 3 V1 Page 48 of 58

Template 9: Assessment of the strategic importance of existing business contacts Assessment of the strategic importance of existing business contacts Name Type of relationship Role in delivering organisational strategy Relationship owner ABC Suppliers Supplier ABC Suppliers are crucial in ensuring a steady supply of raw materials, which is vital for our production process. They play a key role in maintaining our manufacturing efficiency and product quality, aligning with our strategic objective to deliver high- quality products. Procurement Department XYZ Marketing Agency Marketing Partner XYZ Marketing Agency is our strategic partner responsible for promoting our products and improving our online presence. Their marketing campaigns directly contribute to our brand visibility, sales growth, and market expansion, aligning with our strategic objective of enhancing our online image worldwide. Marketing Department Strategic importance (300-400 words each business contact) Business Contact 1: ABC Suppliers Can the organizational objective be delivered without them? The organizational objective of maintaining a steady supply of raw materials for our manufacturing processes cannot be effectively delivered without ABC Suppliers. They are our primary source for essential raw materials and play a critical role in ensuring the continuous production of our goods. Without them, we would face significant challenges in meeting production demands, potentially leading to production delays and interruptions. How difficult or expensive would it be to find an alternative? Identifying a reliable alternative supplier for our raw materials would be a complex and costly process. The process would require a comprehensive supplier selection and vetting BSBTWK601 Assessment 3 V1 Page 49 of 58

procedure to ensure the quality and reliability of materials. Transitioning to a new supplier would involve renegotiating contracts, re-establishing terms, and, most likely, incurring higher costs for materials. It would also take considerable time and resources to establish trust and consistent quality with a new supplier. What value does the relationship deliver over the long term? The long-term value of our relationship with ABC Suppliers is multifaceted. They not only provide consistent and high-quality raw materials but also collaborate with us on product development and process improvement. Their expertise in materials and logistics contributes to our cost-efficiency and overall product quality. The relationship has the potential to grow through joint initiatives, such as exploring eco-friendly materials and sustainable sourcing. What would be the consequences of losing the relationship? Losing the relationship with ABC Suppliers would have severe consequences. Our production processes would be disrupted, leading to potential delays in delivering our products to customers. This could damage our reputation and customer relationships. The consequences would also include increased production costs due to the procurement of materials from alternative sources, which would impact our profitability. Additionally, the knowledge and expertise shared through this relationship would be lost, hindering our ability to innovate and stay competitive. Does the relationship have the potential to grow with your organization? Yes, the relationship with ABC Suppliers has the potential to grow with our organization. We can explore additional areas of collaboration, such as joint research and development projects and co-sourcing initiatives that benefit both parties. By expanding the scope of our partnership, we can further improve our supply chain, material sourcing, and production processes, enhancing the value they deliver to our organization. Business Contact 2: XYZ Marketing Agency Can the organizational objective be delivered without them? The organizational objective of enhancing our online presence and implementing effective digital marketing strategies would be significantly hampered without the support of XYZ Marketing Agency. They play a crucial role in devising and executing our digital marketing campaigns, including social media management, SEO, and online advertising. Without their expertise, we would struggle to reach our target audience and achieve our online visibility goals. BSBTWK601 Assessment 3 V1 Page 50 of 58

How difficult or expensive would it be to find an alternative? Identifying an alternative marketing agency with a comparable level of expertise and a deep understanding of our industry would be a challenging and potentially expensive endeavor. A new agency would require time to get acquainted with our business, industry, and objectives, which could result in delays and inefficiencies in our marketing efforts. The costs associated with transitioning to a new agency, including the renegotiation of contracts and the adjustment of marketing strategies, might be substantial. What value does the relationship deliver over the long term? The long-term value of our relationship with XYZ Marketing Agency extends beyond short-term marketing success. They consistently bring innovative strategies to the table, adapt to market trends, and enhance our online presence. Their focus on data-driven results ensures our digital marketing investments yield favorable returns. The relationship is built on trust and collaboration, providing insights into market developments and helping us stay ahead of the competition. What would be the consequences of losing the relationship? Losing the relationship with XYZ Marketing Agency would lead to adverse consequences. Our online presence and digital marketing efforts would likely suffer, resulting in decreased visibility, reduced website traffic, and ultimately, diminished revenue. The loss of momentum in marketing campaigns could take time to recover, impacting our competitive position. Additionally, we would lose the valuable insights and strategic input that XYZ Marketing Agency provides, hindering our ability to adapt to the dynamic digital landscape. Does the relationship have the potential to grow with your organization? Yes, the relationship with XYZ Marketing Agency has great potential to grow with our organization. As our business expands, we can explore new digital marketing channels and strategies to target a wider audience and achieve increased brand recognition. We can collaborate on more sophisticated campaigns, employ cutting-edge marketing technologies, and adapt to emerging trends. By nurturing this relationship, we can continue to stay ahead in the digital marketing arena. BSBTWK601 Assessment 3 V1 Page 51 of 58

Value of establishing a shared business relationship (150-200 words) The value of establishing a shared business relationship with XYZ Marketing Agency and ABC CRM Solutions is significant and essential for our organization. Both these partnerships offer unique advantages and contribute to our strategic objectives. XYZ Marketing Agency provides us with crucial expertise in digital marketing, which is vital for achieving our strategic objective of enhancing our online presence and reaching a broader customer base. They have a deep understanding of our industry and target audience, which allows us to tailor our marketing strategies effectively. The consequences of not having this relationship would include the loss of specialized knowledge and potential difficulty in navigating the complex digital marketing landscape. The potential to grow with XYZ Marketing Agency is substantial, as they continually update their knowledge and technologies, aligning with our long-term objectives. ABC CRM Solutions offer us the means to implement the best CRM system to manage and communicate with our customers effectively, which is in line with our strategic objective of providing end-to-end solutions and improving customer service. Losing this relationship would result in the challenge of finding a suitable alternative CRM provider and potential disruptions in our customer management processes. The relationship has the potential to grow with our organization as we expand and enhance our customer engagement strategies. In conclusion, both relationships are indispensable to achieving our strategic objectives, and the value they bring in terms of expertise, technology, stability, and long-term growth is immeasurable. BSBTWK601 Assessment 3 V1 Page 52 of 58

Part B: Develop a plan for maintaining strategic business relationships This part of the activity requires you to develop a plan for maintaining strategic business relationships developed in part A of Activity 2. You must develop the plan using Template 10. Word-limit to develop the plan is 500-600 words. Your plan for maintaining strategic business relationships must include the following information:  How often will you initiate contact as part of the relationship?  What information will be shared during that contact?  What will you do to make them feel valued?  What will you do to strengthen the relationship? Template 10: Plan for maintaining strategic business relationships Plan for maintaining strategic business relationships How often will you initiate contact as part of the relationship? (100-150 words) To maintain our strategic business relationships, we will initiate contact at intervals tailored to the nature of the relationship and the specific needs of each partner. The frequency may vary, but generally, we aim for at least quarterly interactions with all key contacts. However, we will also remain responsive to signals and events that may necessitate more immediate communication. For some high-priority relationships, we may consider more frequent interactions, such as monthly check-ins. What information will be shared during that contact? (150-200 words) During our regular contacts, we will focus on sharing information that is not only relevant but also valuable to our partners. This includes insights into market trends, industry updates, competitive analyses, and emerging opportunities. Our goal is to provide data and knowledge that can assist our partners in making informed decisions, mitigating risks, and identifying potential areas of collaboration. We will always tailor the content of our communication to match the unique interests and requirements of each of our strategic business contacts. BSBTWK601 Assessment 3 V1 Page 53 of 58

What will you do to make them feel valued? (150-200 words) We believe that making our partners feel genuinely valued is paramount in maintaining strong strategic business relationships. To achieve this, we will adopt a personalized and human approach in our interactions. We aim to actively listen to their concerns, aspirations, and challenges, acknowledging the unique aspects of their business. This individualized approach will create a sense of partnership, and we will always be willing to offer support and solutions when required. We also understand the importance of recognizing and appreciating our partners' contributions. We will express our gratitude for their collaboration through personalized gestures, tokens of appreciation, and acknowledgments of their impact on our common success. What will you do to strengthen the relationship? (100-150 words) To strengthen our strategic business relationships, we will focus on the following key strategies: 1. Consistent Communication: We will ensure that our interactions are not only regular but also consistent and reliable. Consistency builds trust and dependability, which are critical elements in a successful and enduring partnership. 2. Mutual Growth: We recognize that mutual growth is a cornerstone of any valuable business relationship. As such, we will actively seek opportunities for collaboration and mutual benefit. This may involve identifying projects, partnerships, or strategies that align with our shared objectives. By co-creating opportunities for growth, we aim to bolster the foundation of our relationship. 3. Feedback and Improvement: We are committed to continuously improving our relationships. Feedback from our partners is highly valued, and we will actively solicit their input to enhance our collaboration. Addressing their concerns and optimizing our partnership based on their feedback is a cornerstone of our relationship management strategy. BSBTWK601 Assessment 3 V1 Page 54 of 58

Part C: Evaluate opportunities for collaboration with business contacts according to organisational strategy This part of the activity requires you to evaluate opportunities for collaboration with business contacts according to organisational strategy/strategic plan. To do so, you are required to follow the steps given below and document the outcomes using Template 11.  Step 1: Assess the strategic plan given in the case study.  Step 2: Assess the strategic objective of the organisation.  Step 3: Evaluate and document two (2) further opportunities for collaboration with business contacts based on the analysis of strategic objectives and document the outcomes using Template 11. Include the following information based on the evaluation conducted: o What value will the collaboration bring to our organisation? o What resources would be required to do it ourselves? o How would the collaboration contribute to achieving our organisational objectives? o Why should we collaborate with this business contact? o What are the consequences of not collaborating? BSBTWK601 Assessment 3 V1 Page 55 of 58

Template 11: Evaluation of opportunities for collaboration Evaluation of opportunities for collaboration Opportunity 1 for collaboration: Ouctomes of evaluation (300-400 words) The first opportunity for collaboration centers around joining forces with a renowned industry-specific training organization. This collaboration aims to provide our staf members with access to professional development programs tailored to our industry's unique needs. Evaluating this opportunity against our strategic plan and objectives reveals several key points: 1. Value to the Organization: This collaboration brings immense value to our organization by enhancing our workforce's skills, knowledge, and competencies. The training programs ofered by this organization are designed to boost the capabilities of our staf members, making them more proficient in their roles. This improved skill set will ultimately result in increased productivity, efficiency, and innovation within the organization. 2. Required Resources: In evaluating the resources required to conduct professional development programs in-house, it becomes evident that it would be significantly more resource-intensive. Developing, delivering, and maintaining such programs necessitates expertise, curriculum development, trainers, training materials, and dedicated infrastructure. Collaborating with the training organization significantly reduces these resource needs, allowing us to focus our resources on our core business activities. 3. Contribution to Organizational Objectives: The collaboration aligns with our organizational objectives by directly addressing our goal of ongoing professional development for staf members. With this collaboration, we can ensure that our workforce remains well-equipped with the latest industry knowledge and skills, contributing to our overall organizational efectiveness. 4. Rationale for Collaboration: Collaborating with this business contact is a strategic move as they are specialists in our industry's professional development. Their expertise ensures that our staf members receive tailored training that directly pertains to their job roles and the industry's evolving landscape. By partnering with them, we access their domain knowledge and specialized training resources. 5. Consequences of Not Collaborating: Failing to collaborate with this training organization could result in stagnation within our workforce. Our employees might fall behind in terms of industry best practices, which could hinder our competitiveness and growth. Moreover, it might lead to increased turnover rates as employees seek professional development opportunities elsewhere. In summary, this opportunity for collaboration represents a valuable strategy to enhance our staf members' capabilities, align with our organizational objectives, and reduce the resource burden of creating in-house training programs. BSBTWK601 Assessment 3 V1 Page 56 of 58

Opportunity 2 for collaboration: Ouctomes of evaluation (300-400 words) The second opportunity revolves around forming a strategic partnership with a well-established CRM software provider. This partnership aims to leverage their advanced CRM solutions to manage and communicate with our customers through various social media channels. Assessing this opportunity against our strategic plan and objectives reveals several key considerations: 1. Value to the Organization: This collaboration brings substantial value to our organization by enhancing our customer relationship management capabilities. The CRM software provider's solutions enable us to efectively engage with our customers through multiple communication channels, improving our ability to understand their needs, preferences, and behaviors. This results in more personalized interactions, increased customer satisfaction, and higher retention rates. 2. Required Resources: Developing a comparable CRM system in-house would be resource- intensive in terms of time, finances, and technology infrastructure. The expertise, software development, and continuous updates necessary for an efective CRM solution require significant investments. Collaborating with the CRM provider mitigates these resource burdens, allowing us to focus on using the CRM system to meet our customers' needs more efectively. 3. Contribution to Organizational Objectives: The collaboration aligns with our organizational objectives, particularly the strategic objective of implementing the best CRM for improved customer management. This partnership directly contributes to achieving this objective, ensuring that we can communicate with customers more efficiently, gather insights, and respond promptly to their inquiries. 4. Rationale for Collaboration: Collaborating with the CRM provider ofers us access to a proven, industry-standard solution. Their expertise in CRM technology guarantees that we can implement a robust and reliable system tailored to our specific needs. This partnership is a strategic choice to streamline customer relationship management, enhance our competitive advantage, and adapt to changing market demands. 5. Consequences of Not Collaborating: Failing to collaborate with the CRM provider may result in inefficiencies in customer relationship management. Our customer interactions could be disjointed and less personalized, potentially leading to reduced customer satisfaction, lower retention rates, and, ultimately, diminished revenue. In conclusion, the collaboration with the CRM software provider ofers us the opportunity to strengthen customer management, enhance customer satisfaction, and optimize our CRM processes while avoiding the resource-intensive task of developing our CRM system. BSBTWK601 Assessment 3 V1 Page 57 of 58

Reference: How do you identify business contacts?, https://www.linkedin.com/advice/0/how-do-you-identify-business- contacts-skills-business-networking Strategic Alliances and Partnerships Manager, https://qpage.one/job-description/strategic-alliances-and- partnerships-manager-job-description#:~:text=The%20role%20of%20a%20Strategic,take%20full %20advantage%20of%20alliances . What is Social CRM: Top Tips and Tools, https://blog.hootsuite.com/social-crm/ BSBTWK601 Assessment 3 V1 Page 58 of 58