Assessment I - Team Effectiveness v1.1

T-1.8.1_v3 Details of Assessment Term and Year Time allowed 6 Weeks Assessment No I Assessment Weighting 100% Assessment Type Practical and Simulation Exercises (Individual Assessment) Due Date Week 7 Room Online Learning Details of Subject Qualification BSB50420Diploma of Leadership and Management Subject Name Team Effectiveness Details of Unit(s) of competency Unit Code (s) and Names BSBTWK502 Manage team effectiveness Details of Student Student Name College Student ID Student Declaration: I declare that the work submitted is my own and has not been copied or plagiarised from any person or source. I acknowledge that I understand the requirements to complete the assessment tasks. I am also aware of my right to appeal. The feedback session schedule and reassessment procedure were explained to me. Student’s Signature: ____________________ Date: _____/_____/_________ Details of Assessor Assessor’s Name Assessment Outcome Assessment Result Competent Not Yet Competent Marks /100 Feedback to Student Progressive feedback to students, identifying gaps in competency and comments on positive improvements: Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student. Student attended the feedback session. Student did not attend the feedback session. Assessor’s Signature: ___________________ Date: _____/_____/________ Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 1

T-1.8.1_v3 Purpose of the Assessment The purpose of this assessment is to assess the student in the following learning outcomes: Competent (C) Not Yet Competent (NYC) 1.1 Identify team purpose, roles, and responsibilities according to organisational and task objectives 1.2 Develop performance plans with expected outcomes, key performance indicators (KPIs) and goals for work team 1.3 Support team members in meeting expected performance outcomes 2.1 Develop strategies for facilitating team member input into planning, decision making and operational aspects of team tasks 2.2 Develop or modify policies and procedures for promoting team member accountability for personal work and team tasks 2.3 Provide feedback to team members on team effort and contributions 2.4 Develop processes for identifying and addressing issues, concerns and problems identified by team members 3.1 Encourage team members to participate in and to take responsibility for team activities 3.2 Support the team in identifying and resolving work performance problems 3.3 Promote work team collaboration through individual behaviour 4.1 Establish and maintain open communication processes with relevant stakeholders 4.2 Communicate information from line management to the team 4.3 Communicate and follow-up unresolved issues, concerns and problems raised by team members with line management 4.4 Address unresolved issues, concerns and problems raised by stakeholders Assessment/evidence gathering conditions Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purpose of the assessment” section are recorded as competent. Your trainer will give you feedback after the completion of each assessment . A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment. Resources required for this Assessment  Computer with relevant software applications and access to internet  Weekly eLearning notes relevant to the tasks/questions Instructions for Students Please read the following instructions carefully  This assessment has to be completed In class At home  The assessment is to be completed according to the instructions given by your assessor.  Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term.  Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency.  If you are not sure about any aspects of this assessment, please ask for clarification from assessor.  Please refer to the College re-assessment for more information ( Student Handbook ). SIMULATED WORK ENVIRONMENT Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 2

T-1.8.1_v3 Bing and Ken trusted the migrants. The migrants trusted them and that mutual trust was the core of the business in the early days." While Bing Lee has reached the heights that a publicly listed vehicle would be proud of, it remains a family business. This could explain its success. "Essentially, the business has grown of itself over the years," Lionel Lee says. "It's still a family business. We treat the business as a family. Our staffs are family. Our customers are family. If you're not a part of the family, you're not really Bing Lee."Lionel's younger brother Greg Lee runs the Carlingford store and their cousin Gary is the company's whitegoods buyer. Lionel was destined to be part of a family business from a young age. "I attended my first board meeting with my father when I was 10 years old," he says. "It was during the school holidays. Mum put me in a suit and tie, and when dad and I arrived, I was put under the board table and told to be quiet, sit still and listen. I finished my HSC in 1983 on a Thursday, started with the business on Friday and I became CEO on the death of my father in December 2007." Typical of businesses built to last, Bing Lee has had the security of a leadership team of six, who have run the business with Ken Lee for many years. This means the operation sits on solid foundations, despite the death of its inspirational co-founder. While the retailer has carried the brands that sell themselves, a big part of this success story has been the marketing of Bing Lee with only two advertising consultants in the business's history. "The first was Wayne Bell, who took us into the 'Kung Fu man' territory with 'the best prices this side of Hong Kong' punch line," Lionel Lee says. "In those days it was right for Bing Lee, using our Chinese heritage and focusing almost entirely on price. It positioned us correctly within our then limited geography, mainly migrant suburbs, and stockholding." After Bing's death, as Ken Lee began to expand the business rapidly, the marketing as well as advertising changed to reflect this. "First, we began to stock a lot more brand-leading products; and, second, we started working with big-brand suppliers to enhance our mutual interests," Lionel Lee says. "Third, we had to move away from straight price advertising and competition because price alone could send you broke. And, fourth, we had to become more mainstream so that we can appeal to all Australians." To do this they engaged Barry Anderson, head of Grey Advertising. "He's taken us down the "best advice, best price' and 'everything's negotiable' routes," Lionel Lee says.”He's also instilled family into the advertising, first with Ken and now with Yenda in Sydney and me rurally. "We use the electronic medium to position and get us on shopping lists.”Press and catalogues are about selling." Bing Lee started advertising on radio but really didn't take long to dive into television commercials, with its first ads broadcast in the late 1970s. Both media have been and still are important to the brand's development. And while the retailer has all the apparent professionalism of the big retail Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 4

T-1.8.1_v3 names, the management team has always preferred a family approach, even when it comes to its externally sourced marketing. It is worthwhile to mention that this has been created inside a hotly competitive market with big names such as Harvey Norman, JB HiFi, the Good Guys and Clive Peeters, to name but a few. However, in business, as in sport, you don't become a champion playing in B-grade. Around the turn of the century, the franchisee concept was introduced to the business especially in Australia. Today 16 of the 40 Bing Lee retail outlets are run by franchisees. Bing Lee also has the management rights to the "Sony Centre" concept in NSW and the ACT and currently has stores located in Chatswood, Drummoyne and World Square in Sydney’s' CBD. To know more about the organisation, please visit their website at https://www.binglee.com.au/ Bing Lee also has a dedicated YouTube channel at https://www.youtube.com/user/BingLeeElectrics Sponsorships Bing Lee sponsored the Bulldogs Rugby League Football Club until allegations that players were allegedly involved in a gang rape in Coffs Harbour. Bing Lee signed a 2-year sponsorship deal with A-League club Sydney FC in February 2007. On Sydney's Home strip the front is taken up with Bing Lee, and on the away jersey it is on the front and back of the right leg of the shorts. In July 2009 Bing Lee re-signed for another year along with Japanese electrical company Sony as Sydney FC's major sponsors. The firm is also one of the major sponsors of the Sydney Swans AFL team and sponsored channel 7's The Amazing Race Australia. Currently Bing Lee is proud to be partnering with New South Wales Netball and their two teams the New South Wales Swifts and Giants Netball in the 2017 Suncorp Super Netball competition. Products and Services Bing Lee Electrics divides its products into the following categories:  Computer includes ipads, tablets, laptops and desktops  TV/ Video includes home theatre systems, apple TV and home media players  Audio includes speakers, headphones and audio cables  Cameras includes drones and digital cameras  Phones includes smarts watches and smart phones  Home Appliances includes dryers, washing machines and freezers  Small Appliances includes blenders, juicers, ironing and cooking appliances  Floorcare includes vacuum cleaners and vacuum accessories  Heating & Cooling includes heaters, electric blankets and fans  Fitness & Health includes scales, fitness equipment and wearable technology Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 5

T-1.8.1_v3 SCENARIO AND CONTEXT You were appointed as the sales team manager for the division that includes TV and whitegoods in one of their stores last year. You have a team of 4 full-time and 4 casual salespeople in your division. Your full-time team members are John Citizen, Jerry Citizen, James Citizen, Jane Citizen. Your casual team members are Mary Citizen, Ali Citizen, Susan Citizen, and Singh Citizen. Your store opening hours are: Mon - Fri: 9 am to 9 pm Sat: 9 am to 7 pm Sun: 9 am to 7pm The wage rate of your organisation is as follows:  Permanent full-time staff - $20/hour and penalty rates of $25/hour on Saturdays and $35/hour on Sundays.  Casual staff - $25/hour and penalty rates of $30/hour on Saturdays and $40/hour on Sundays.  The organisation also gives a commission of 1% of sales to any staff after they have reached their personal and team targets. TV and White Goods Sales Division KPI/Target: $50,000 sales per week. Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 7

T-1.8.1_v3 TASK INSTRUCTIONS AND REQUIREMENTS  TASK 1. Team Performance Plan. This includes TASK 1A. Roster for the TV sales division; TASK 1B. Develop Key Performance Indicators (KPIs) for team members; TASK 1C. Prepare a performance agreement letter; and TASK 1D. Prepare a planning meeting agenda.  TASK 2: Develop and facilitate team cohesion. The second section includes TASK 2A. Develop a policy statement for performance management and a policy statement for team responsibility; TASK 2B. Develop a procedure for team performance management; and TASK 2C. Prepare feedback letters to team members  TASK 3: Facilitate teamwork using role-play sessions. This section includes TASK 3A. First role-play session; TASK 3B. Second role-play session; and TASK 3C. Fill out the performance recordkeeping form.  TASK 4: Liaising with various stakeholders of the organisation. The last section includes TASK 4A. Prepare a formal communication and liaison with organisational stakeholders such as top management. Gather feedback from management; TASK 4B.Communicate information from management to the team AND communicate unresolved issues raised by team to follow- up with management; and TASK 4C. Evaluate and take necessary corrective action using an Action Plan template regarding unresolved issues and problems raised by the top manager. Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 8

T-1.8.1_v3 Instructions for students: This is an individual task. You need to answer the 13 tasks accordingly. Type your answers in the space provided. You may consultwith your trainer, if required, to finish these tasks. You may utilise the support of search engines and textbooks for your findings. TASK 1:Based on the organisational scenario and the context, TASK 1 requires you to prepare a team performance plan for your team of 8 sales staff. Your plan should include the following: 1A. Prepare a roster for your team based on the opening hours, staff numbers, peak times, and off- peak times. 1B. Allocate individual KPIs for each team member based on sales division KPI and work roster. 1C. Prepare a “Performance Agreement Letter” for your sales team that you will communicate with via meeting and email. 1D. Prepare a planning meeting agenda for your team where you will get input from your team in regard to the operations, sales targets, and customer service. 1A.Roster for the TV and white goods sales division Monday Tuesday Wednesday Thursday Friday Saturday Sunday Mary Ali Susan Singh Mary John Jane Mary Ali Susan Singh Mary John Jane John James Jerry Jane Susan John Jane John/Ali James/ Susan Jerry/Singh Jane/Mary Ali/Susan John Jane John/Ali James/ Susan Jerry/Singh Jane/Mary Jane/Ali John/ James Jerry/Jane John James Jerry Jane Jane/Singh John/ James Jerry/Jane John James Jerry Jane Jerry/Singh James Jerry John James Jerry Jane Jerry James Jerry Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 10

T-1.8.1_v3 1B. Develop and allocate individual Key Performance Indicators (KPIs) for each team member. Instructions: You may search the internet for a generic understanding on KPIs and performance standards. For reference on KPIs and performance standards, you can use the links below or other internet sources: Standards: KPI documentation, naming KPIs | The KPI Institute What Are Key Performance Indicators in Retail? (simplifield.com) Member Name KPI JohnCitizen WeeklysaleaverageofAUD8.500. JaneCitizen WeeklysaleaverageofAUD8.500. JamesCitizen WeeklysaleaverageofAUD8.500. JerryCitizen WeeklysaleaverageofAUD8.500. MaryCitizen WeeklysaleaverageofAUD4.500. SinghCitizen WeeklysaleaverageofAUD4.500. SusanCitizen WeeklysaleaverageofAUD4.500. AliCitizen WeeklysaleaverageofAUD4.500. 1C. Using the KPIs developed earlier, prepare a performance agreement letter for your sales team. In this letter, you need to inform them of how to do the following: 1. increase sales 2. retain existing clients 3. improve customer service behaviour 4. proper time-management 5. proper discipline and punctuality Bing Lee August 27, 2023 Private and confidential Subject: Team Performance Agreement Letter Dear Team Members, Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 11

T-1.8.1_v3 PLANNING MEETING AGENDA& MINUTES Location: Bing lee store Conference room Date: August 27, 2023 Time: 10:00 am AST Agenda description: Operations management The team is required to convene for a brainstorming session aimed at identifying challenges within current operations and generating potential solutions. These ideas will be documented and subsequently shared with the manager. Regarding sales, an extensive dialogue concerning sales targets and strategies to attain them will occur during a group meeting. Every team member will be encouraged to contribute their insights. For enhancing customer service, a conversation focused on elevating customer satisfaction will take place. Each team member will have the opportunity to provide suggestions and highlight areas for improving customer service interactions. Minutes Inputs by: Name Team member Input John Recommendation to integrate an ERP software system for inventory management. Jane Has proposed utilizing a customer feedback system to gather insights on areas where improvement is needed from customers. James Highlighted the idea of utilizing store discounts to boost sales. Jerry Recommended employing digital advertisements to effectively reach a larger customer base. Mary Discussed the prospect of improving the in-store ambiance to enhance the overall shopping experience. Singh Proposed the idea of having a brand ambassador to enhance the level Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 13

T-1.8.1_v3 of trust in the brand. Susan Recommended incorporating collaborations with sports teams as an integral element of the marketing strategy. Ali Put forth the idea of employing the Net Promoter Score to augment the count of promoters. Decision made: The organization has reached a decision to utilize the NPS system to enhance customer satisfaction. Additionally, it has been determined that the implementation of an ERP system across the operational process will be undertaken to elevate operational efficiency. Staff members present: Every member of both the permanent and temporary staff is in attendance at the meeting. TASK 2:Your next TASK is to develop and facilitate team cohesion. This must include the following: 2A. Develop a policy statement for performance management and a policy statement for team responsibility. 2B. Develop a 12-step procedure for your team performance management. 2C. In following-up performance, prepare 2 feedback letters to your team members. You can use the names of two staff members mentioned in scenario. 2A. Develop Policy Statements. Instructions: Research “Performance Management Policy” in any internet search engine and find at least one policy of an organisation likeBing Lee.Based on the ideas and information from your researched policy, develop the policy statement for performance management and thepolicy statement for team responsibility for your sales team at Bing Lee. Brief Policy Statement for Performance Management (within 150 words) During an employee's initial month on the job or as part of the annual review process, the designated manager is responsible for collaborating with the employee to formulate a Performance Plan. Prior to meeting with their manager to finalize the plan, employees should create their own performance plan. In case of any disputes that cannot be resolved between the employee and the manager, both parties should include statements outlining their respective stances and forward the Performance Plan to the subsequent manager for a final decision. The Performance Plan should encompass the goals and objectives for the upcoming 12 months. It is the responsibility of each manager to ensure that these align with the overall Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 14

T-1.8.1_v3 7) Managers permit employees to address the feedback and take their responses into consideration. 8) A corrective action is devised based on the input received from employees. 9) A separate file is maintained to document records of meetings with employees, training activities, and summaries of discussions. 10) Employees are assigned mentors who provide support in both their professional and personal endeavors. 11) The mentor will document the employee's performance and provide reports to the manager. 12) Employees who successfully meet the objectives are rewarded with monetary incentives. 2C. Based on the policies and procedures that you have written and using the 2 templates provided below, prepare2feedback letters to follow-up on performance and to encourage and reward for contributions.You should have consistency in both letters when putting the dates and the performance issue. Instructions for letter 1: Write a formal letter to your team because they did not reach the last quarter sales targets. You may provide suggestions, advise, and gently remind them of consequences for not meeting targets. (maximum 200 words) Bing Lee 28 th August, 2023 Private and confidential Subject: Sales Target Letter Dear Team Members, This letter is intended to convey the sales results of the previous quarter. It has come to our attention that we have not met our sales target, which is a matter of concern. I would like to commend your dedication to the organization. However, it is crucial to highlight that not attaining the sales target leaves our organizational objectives unfulfilled. We need to explore ways to boost our sales. Here are some suggestions from the management side: - Engage in customer service training sessions. - Acquire comprehensive knowledge about the technical aspects of our electronic products to communicate effectively with customers. - Initiate conversations with managers for guidance in converting potential buyers into actual customers. - Ensure you relay customer feedback to management concerning issues like pricing, product availability, and inventory. Your efforts in implementing these suggestions will be instrumental in steering our sales in the right Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 16

T-1.8.1_v3 direction. Yours Sincerely Shiva Prasad Reddy Sales Team Manager Instructions for letter 2: Write a letter appreciation and encouragement to your same sales team because they have reached the sales targets this quarter of the year. You may provide motivation and may reward them for reaching the sales targets. (maximum 200 words) Bing Lee 28 th August, 2023 Private and confidential Subject: Appreciation Letter Dear Team Members, I'm pleased to reach out to you regarding the recent sales performance of the previous quarter. My heartiest congratulations to each and every one of you for the truly exceptional results achieved. Your unwavering dedication to meeting our organizational goals is truly commendable, and your contributions have significantly contributed to maintaining our competitive edge. From the management's perspective, I want to extend my appreciation for your enthusiastic involvement in training and development initiatives, as well as for your adeptness in meeting the sales targets. As you are well aware, our organization holds the belief that all stakeholders play a vital role in its success; without them, there is no "we." With the recent upswing in sales during the last quarter, the management has decided to share the benefits accrued from this achievement. It brings me great pleasure to announce a reward in the form of a 10% commission on the profits generated from sales by each employee. This is a testament to our commitment to recognizing and valuing your efforts. Once again, thank you for your incredible contributions, and let's continue working together to achieve even greater heights. TASK 3:Your next TASK as a manager is to facilitate teamwork within your sales team. To complete this task, you are required to perform 2 role-play sessions. 3A. The first role-play session is based on maintain an open communication process with your team and to clarify the organisational policies and objectives. 3B. The second role-play session is based on supporting the team, identifying performance problems, resolving problems, and advising them on better work methods that you personally use. 3C. Fill out the recordkeeping form. ROLE-PLAY INSTRUCTIONS: Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 17

T-1.8.1_v3 Team Performance Review and Recordkeeping Form Team: Sales Team Review date: 28 th August 2023 Next review date: 30 th September 2023 Supervisor/Reviewer Name: Shiva Prasad Reddy Key Performance Indicators Performance Standards Actual Staff Performance Actions <List the duties and responsibilities that are used as performance indicators relevant to the position.> <Describe the expectations on the job performance.> <Comments on performance as of the review dates.> <List the actions to be taken to address poor performance.> The average weekly sale. Striving to approach or surpass the previous average selling figure is recommended. Each week, month and quarter Providing training or coaching while scheduling meetings to identify root causes. The positive teamwork behaviour. Promoting overall well-being, inspiring fellow team members, and providing guidance when needed. Keep updating and always on track Addressing team conflicts or issues with the aim of achieving the optimal outcome. Areas of concern (identify at least 2 work performance problems): Poor ales Decreased customer satisfaction Suggestions on improvement (coaching, training): Coaching in customer service Training on communication skills Your Signature: Shiva Prasad Reddy Team Member(s) signature: $$$$$$$ Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 19

T-1.8.1_v3 TASK 4:Your final TASK in this simulated context is to liaise and follow-up with line management and various stakeholders of the organisation. To do this you will need to do the following: 4A. Prepare formal communication and liaison with organisational stakeholders such as top management. Gather feedback from management and stakeholders. 4B. Communicate information from management to the team and communicate unresolved issues raised by the team to follow-up with management. 4C. Evaluate and take necessary corrective action using an Action Plan template regarding unresolved issues and problems raised by the top manager. 4A. Using the email template below, communicate with the top management by writing a formal letter to the area manager of the store. Explain to him/her about the individual and team performance plans and the performance results as mentioned in yourrole-play. Also, mention how you are meeting the organisational goals. (Maximum 200 words) Date: 28 th August 2023 Subject: Team performance results Dear Sir/John/Jane, I am delighted and proud to convey that this letter serves as evidence of both individual and team accomplishments that have led to the successful attainment of the business's targets and objectives. The team's adeptness in exhibiting efficiency and seamless collaboration allowed us to navigate through challenges and setbacks. Enclosed herein is an action plan designed to fulfill the forthcoming organizational objectives. I kindly request your feedback on whether this plan aligns with your expectations. Should there be any adjustments necessary, please do not hesitate to inform me at your earliest convenience. Regards, Your Name: Shiva Prasad Reddy Sign:Shiva Position: Sales Team Manager Feedback From Management and Stakeholders : • Implement an employee feedback system • Enhance team collaboration training • Establish an efficient rewards system to inspire employee motivation 4B. Based on the feedback from the stakeholders in your previous communication, conduct a meeting with your team to disseminate information. Use the meeting minutes’template to record this communication. Assessment I - Team Effectiveness, v1.1, last updated on 28/10/2022 Page 20