BSBLDR522 Task 3 Assessment Instructions V1 0122 - Carlos D

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Greystone College Australia: BSBLDR522 Assessment Instructions Version 1.0122 
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BSBLDR522 Manage people performance 
Task 3 – Managing People Performance at BizOps 
Enterprises 
Assessment Instructions 
 
 
Assessment context 
and overview 
You are the newly appointed frontline manager in the Sydney Customer 
Support department for BizOps Enterprises. In your role, you oversee 
customer support operations and manage work teams and staff. 
Your assessor will provide you with clear instructions. 
Student Instructions You must: 
• Complete all sections of this project, including all Task 3 Assessment 
Templates: 
o Part 1: Assess team and staff performance and processes 
o Part 2: Allocate work, provide coaching and review performance 
• Participate in Task 4 - Observation assessment - Coaching session 
Participate in Task 4 - Observation assessment - Coaching session 
Templates and 
Resources required 
You need to use the following templates and resources. 
• Task 3 – BSBLDR522 Assessment Templates (in Moodle) 
• Required Assessment Resources (in Moodle) 
1. BizOps Customer Support Manager Position Description 
2. BizOps Operational Plan Oct - Dec 20XX 
3. Staffing Plan 
4. Handover Notes 
5. Staff Consultation document 
6. BizOps Code of Conduct Policy 
7. BizOps Information Management Procedures 
8. BizOps Risk Management Policy 
• Student book and any additional learning resources. 
Privacy Declaration: The college receives your assessment for marking and moderation only. It 
will be treated confidentially, and only authorised college officers will have 
access to it. No access will be provided to any other person without your 
consent, or unless authorised by law. 
 
 
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Scenario introduction 
You are the newly appointed frontline manager in the Sydney Customer Support Department 
for BizOps Enterprises. In your role, you oversee customer support operations and manage the 
work teams and staff. 
You receive the following email from Sarah Voss, BizOps National Customer Service Manager. 
Subject: Welcome to your new position! 
Hello, 
Welcome to your new role in our Customer Support department. 
We are looking forward to working with you to improve our customer support services. 
I have received some important information from the Human Resources department that needs 
your immediate attention: 
• The Human Resources department has indicated that performance reviews are now 
due for the Online Customer Support team. 
• In addition, Senior Management is also requesting that frontline managers identify 
staff whose performance has been dropping and focus on this in the review process. 
I realise that you have only recently been appointed to the role and had little chance to get to 
know your department. To assist you in performing your duties, I have provided you with a 
staffing plan and some handover notes that your predecessor recorded before leaving. 
You will find these documents in the Required Assessment Resources folder in Moodle. 
Work through the series of steps that follow to complete your duties according to your role and 
responsibilities as outlined in your job description. 
Regards, 
Sarah Voss 
National Customer Service Manager 
Project activities and directions 
Part 1: Assess team and staff performance and processes 
Part 2: Allocate work, provide coaching and review performance 
Part 1: Assess team and staff performance and processes 
In Part 1, you will consult with BizOps staff, manage the performance of the online customer 
support team and staff, conduct performance management and review the performance 
management process. 
You must: 
• Set up a communication hub in MS Teams 
• Consult with others on team performance and work requirements 
• Conduct a performance review of the Online Customer Support team 
• Design a performance management and review process 
• Make a training video and collect feedback 
 
 
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Steps: 
1. Read the scenario introduction above carefully. Access the following information in the 
Required Assessment Resources folder in Moodle. 
• Operational Plan: Refer to BizOps Operational Plan, line item 3.2, to understand the 
changes for the online customer support team. 
• Staffing Plan: Review your team’s performance requirements, role and 
responsibilities, and key performance indicators, so you are familiar with the level of 
expected performance. 
• Handover Notes: Read the handover notes about the performance of your Online 
Customer Support team and staff. 
2. Staff communication hub 
a. Set up a communication hub with other class members (at least two others) who 
represent staff of the customer support department. To do this, you will use MS 
Teams. Click on the Teams icon, then choose ‘Join or create team’. Add your trainer 
as a contact who will represent a member of BizOps Human Resources, providing 
advice and support. You will use the hub to consult and collaborate on: 
o work requirements and available resources 
o work to be allocated 
o performance standards 
o agreed performance indicators 
b. Access the Staff Consultation document in the Required Assessment Resources folder 
in Moodle and complete the manager’s section as indicated. Send a copy through the 
hub to at least one team member and ask them to complete the staff section and 
send it back. The purpose of the staff consultation document is to consult with teams 
and staff about performance expectations and gather ideas to help you allocate work 
and make resources available. Save your consultation document to your OneDrive and 
add the link to the Assessment Templates. 
3. Performance review 
Conduct a performance review of the Online Customer Support Team. You will need to 
refer to the Handover Notes and Staffing Plan and use the Performance and 
Development Plan template in the Assessment Templates. Identify the staff who are 
currently underperforming according to performance standards, role and responsibilities 
and key performance indicators. 
4. Performance management system 
It is implied in Sarah Voss’s email that the current performance management system has 
not been implemented effectively in your department. Design a simple performance 
management and review process to use across your teams and individual staff. Add it to 
the Performance Management System template in the Assessment Templates. The 
process should include: 
a. a visual presentation of the performance management process using a flow chart or 
infographic to show a continuous cycle of improvement. 
 
 
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b. an outline of the process with consideration to BizOps’ code of conduct, objectives 
and values. This should include the timing of the process. 
Add your performance management and review process to Assessment Templates. You 
will train your staff in the process in the next step. 
5. Create a training video 
Make a short, three-minute training video of the performance management and review 
process you designed in Step 4, using MS Teams, Zoom or another video application. Save 
the video to your OneDrive and share the link using the communication hub in MS 
Teams with at least one class member, who represents your staff and HR. Add the 
OneDrive video link to the Assessment Templates. 
 
Finally, ask for feedback on various aspects of the training video, using the 
communication hub, and add a screenshot of the feedback to the Assessment Templates. 
To seek feedback, you should ask questions about aspects of the performance and review 
process such as: 
o was the process clear and simple to understand? 
o was it easy to follow?o was consulting and agreement an important part of the process? 
o did the process show fairness and treat staff in a fair, equitable and 
nondiscriminatory manner? 
IMPORTANT: Check that you have completed the following for Part 1: 
 MS Teams communication hub set-up 
 Staff Consultation document 
 Performance and Development Plan template 
 Performance Management System template 
 Training video link 
 Feedback screenshot 
 
 
 
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Part 2: Allocate work, provide coaching and review 
performance 
In Part 2, you will develop a work plan for the Online Customer Support team, monitor and 
evaluate staff performance and provide coaching. You will provide support for two 
underperforming staff members and terminate employment of one staff member. 
You must: 
• Prepare a work plan 
• Monitor and evaluate work activities 
• Coach staff on work plan - Observation Assessment 
• Complete the performance review and improvement plan 
• Provide informal feedback and coaching - Sharon Jenkins 
• Seek advice from your HR Manager 
• Complete a formal warning letter - Angela Adams 
• Complete a termination letter - Angela Adams 
Scenario Update: 
During your performance management of the online customer support team and staff, you 
identified low performance related to the process of managing and escalating customer 
complaints. To improve the standard of performance and support the team, you will need to 
prepare a work plan. 
Steps: 
1. Access the Work Plan template in the Assessment Templates and prepare a work plan for 
the Online Customer Support team to improve the process of managing and escalating 
customer complaints. Your work plan must be outcomes-focused, ensuring results 
achieve the required standards of quality and safety. Work needs to be productive and 
completed within a reasonable time frame, making efficient use of resources to improve 
the complaints escalation process, and include: 
• Tasks: Create at least six (6) work tasks for the online customer support team to 
improve the process of managing customer complaints. (Refer to the Staffing Plan in 
the Required Assessment Resources folder to assist you.) 
• SMART Goals: Identify at least one (1) SMART goal for each task according to 
performance indicators for the job role. 
• Level of responsibility/Staff member: Assign the task to staff, taking into 
consideration the level of responsibility 
• Resources: What resources are required to implement each task? 
• Risk: Identify at least one (1) risk that could result in an interruption to operations for 
the task 
• Likelihood: Use the risk matrix below to determine the likelihood of the risk occurring 
• Risk treatment: Assess the risk and determine at least one (1) treatment option to 
control the risk 
 
 
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• Implementation date: Refer to the operational plan and establish a date for 
implementation of the work task. 
• Performance standards: Identify four (4) expected performance standards from the 
Staffing Plan which apply to the work plan. 
• Code of conduct: Identify BizOps code of conduct that underpins the work plan. 
(approximately 60 words) (Refer to Required Assessment Resources) 
• Legal considerations: Identify at least two (2) legal considerations that underpin the 
work plan. 
• Information management: Access the BizOps Information Management Procedures 
in the Required Assessment Resources. Outline the system for keeping performance 
management records and documentation in accordance with the BizOps HR 
department and electronic information management procedures. (approximately 300 
words) 
2. Monitor and evaluate work activities 
Establish the KPIs and performance metrics you will use to monitor and evaluate the work 
activities in the work plan for the Online Customer Support team. Refer to the Staffing 
Plan and Handover Notes to help you fill out the KPIs and Performance Metrics table in 
the Assessment Templates. 
3. Coach staff on work plan - Observation 
This is also your Task 4 – Observation Assessment and will be marked by your trainer 
separately from the rest of this project. 
As frontline manager, you will provide a coaching session for the online customer support 
team. This will focus on the work plan you have developed to improve the process of 
managing customer complaints. In the session you must include: 
• an overview of the work plan 
• work activities to improve the customer complaints and escalation management 
process. 
• a visual representation of the work plan 
• instructions on how to perform work activities to ensure efficiency, timing as well as 
standards of performance, SMART goals and resources. 
 
 
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This observation assessment may be conducted: 
• in a classroom 
• online using video conferencing software i.e., Zoom, Microsoft Teams, or 
• through a 5-7-minute video recording using MS teams or Zoom. 
This is a practical assessment activity where you will be required to demonstrate the skills 
and knowledge to coach others. Refer to Task 4 for assessment criteria and further 
instructions. 
Scenario Update: 
You have implemented the work plan to improve the process of managing and escalating 
customer complaints, and monitored your team’s performance for two weeks. Sharon Jenkins 
has improved the ‘First Contact Resolution Rate (FCR)’ and ‘Average First Response Time’ to the 
required level, but is still confused about how to handle customer complaints and continues to 
underperform in this area. Angela Adams is still underperforming and has made no 
improvement since her last review. 
4. Complete the Performance Review and Improvement Plan in the Assessment Templates 
for Sharon Jenkins and Angela Adams. 
5. Informal feedback and coaching opportunities - Sharon Jenkins 
Prepare a summary (approximately 100 words) of the informal feedback you will provide 
Sharon to reinforce excellence in performance. Use the Informal feedback and coaching 
template in the Assessment Templates and include positive and constructive feedback 
elements. Identify: 
• where performance has improved 
• underperformance and goals for future performance 
• coaching opportunities 
• ways of motivating and rewarding excellence in the work 
6. Seek advice - HR Manager 
Since implementing the performance review and improvement plan, Angela’s results 
show no improvement. She seems to show no commitment to change. Write an email to 
the Human Resources Manager, using the template in the Assessment Templates, asking 
for guidance in dealing with this situation and further action needed. (80- 100 words) 
Scenario Update: 
You receive the following advice from the HR manager. 
I have reviewed Angela Adams’ employment details and the performance review process you 
have conducted so far. According to BizOps employment policy, you must give Angela a formal 
warning in writing about her underperformance. Your written correspondence must: 
• be clear about the reason for the warning 
• include all the details about the process undertaken so far 
• set clear expectations about what needs to be done differently to improve. 
 
 
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If, after you have provided Angela with ongoing support, feedback and coaching for a period of 
three months, her performance does not improve to expected standard, we will have no other 
course of action but to terminate her employment. 
7. Formal warning letter - Angela Adams 
You have conducted a formal feedback session with Angela, and now you will provide her 
with a written warning explainingthe disciplinary process and the counselling options 
available. You may use the Formal Warning Letter template in Assessment Templates, or 
you may delete this and replace it with your own letter. Ensure you address best practice 
guidelines according to Fair Work Australia and the legal and regulatory responsibilities 
related to your role as well as the organisation as a whole. (The letter template provided 
is based on a Fair Work Australia letter template which you can find at 
https://www.fairwork.gov.au/how-we-will-help/templates-and-
guides/templates/warning-letter.) 
8. Termination letter - Angela Adams 
Angela’s performance has not improved, and after further meetings and discussion, her 
employment now needs to be terminated. Refer to the information on termination of 
employment provided by the Fair Work Ombudsman at: 
https://www.fairwork.gov.au/tools-and-resources/templates#Underperformance . Using 
these guidelines, write a Termination Letter for Angela that explains the documented 
reasons for dismissal and the steps of the due process. You may use the Fair Work 
Australia letter template provided in the Assessment Templates as a guide if you wish, or 
you may delete this and replace it with your own. 
IMPORTANT: Check that you have completed the following for Part 2: 
 Work Plan 
 KPIs and Performance Metrics table 
 Coach staff on work plan - Observation Assessment 
 Performance Review and Improvement Plan 
 Informal feedback and coaching - Sharon Jenkins 
 Email to HR Manager 
 Formal Warning Letter - Angela Adams 
 Termination Letter - Angela Adams 
 
https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/templates/warning-letter
https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/templates/warning-letter
https://www.fairwork.gov.au/tools-and-resources/templates#Underperformance
	BSBLDR522 Manage people performance
	Task 3 – Managing People Performance at BizOps Enterprises
	Assessment Instructions
	Project activities and directions
	Part 1: Assess team and staff performance and processes
	You must:
	Steps:
	Part 2: Allocate work, provide coaching and review performance
	You must:
	Scenario Update:
	Steps: