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STUDENT ASSESSMENT BOOKLET BSBOPS601Develop and Implement Business Plans BSB60420 Advanced Diploma of Leadership and Management

Student Name: ________________________________________________________________________________________________ § Student ID:________________________________________________________

OVERALL UNIT – RECORD OF ASSESSMENT OUTCOMES

This
section records the outcome of each task/assessment requirement so that the
final assessment outcome can be determined for BSBOPS601Develop and
Implement Business Plans.

Student
must achieve a satisfactory outcome in each of the four (4) assessment tasks to
be deemed competent in the unit. There is space to record up to three attempts
at each assessment task.

A not
satisfactory result for any discreet assessment task (after the student has had
three (3) attempts), will result in the student being deemed not yet competent.

Assessment Tasks	Unit Outcome
	Satisfactory (S) Not satisfactory (NS) Please note (N/A) where further attempts are not required		Date		Assessor initials
Assessment Task 1: Written Questions	Attempt 1
	Attempt 2
	Attempt 3
Assessment Task 2: Case Study & Roleplay: Develop a business plan	Attempt 1
	Attempt 2
	Attempt 3
Assessment Task 3: Project: Business performance monitoring	Attempt 1
	Attempt 2
	Attempt 3
Assessment Task 4: Roleplay: Coaching Meeting	Attempt 1
	Attempt 2
	Attempt 3
Final Assessment Results		Result (C/NYC)
BSBOPS601Develop and Implement Business Plans		Competent □ Not Yet Competent □
Student Name:
Student ID:
Qualification: BSB60420 Advanced Diploma of Leadership and Management
Does the student wish to appeal the result?    □ YES   □ NO
Assessor Name:
Assessor Signature:				Date:           / /

Assessment Plan

The following outlines the requirements of your final assessment for
this unit. You are required to satisfactorily complete all tasks to demonstrate
competency for this unit.

Your Trainer / Assessor will provide you with the due dates for each
assessment task. Write them in the table below and keep a note of the due dates
for your reference.

Assessment Requirements	Due date
1.       Written Questions
2.       Case study & Roleplay: Develop a Business Plan
3.       Project: Business Performance Monitoring
4.       Roleplay: Coaching Meeting

	Agreement by the student
Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure you sign this before you start each assessment task.
Have you read and understood what is required of you in terms of assessment?			¨   Yes
Do you agree that the assessment process is clear?			¨   Yes
Do you understand your rights to appeal then decisions made in an assessment? Do you have any special needs or considerations to be made for this assessment? ¨  No        ¨   Yes If yes, what are they?			¨   Yes ¨  No

Student Name: ______________________________________________________________________________________________

Student Signature: _____________________________________________________________  Date: ________________________

Assessor Name: ______________________________________________________________________________________________

Assessor Signature: ____________________________________________________________  Date: ________________________

Assessor Note: If the student ticks ‘NO’ for any item
except the reasonable adjustment, the assessor must not commence the assessment
activity until the matter has been resolved and records of the resolution have
been entered into the Student Management System (SMS).

If a student identifies any specific needs or
considerations, assessors must provide a detailed record of how the situation
was managed in the assessment outcome record for this assessment.

Version control
Version No.	Date		Dept.	Change
1.0	1/07/2021		Training	Original
Copyright Statement
© Copyright Clinton Institute
Disclaimer		All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, scanning, recording, or any information storage retrieval system without permission in writing from Clinton Institute. No patent liability is assumed with respect to the use of information used herein. While every effort has been taken in the preparation of this publication, the publisher and authors assume no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of information contained herein.

CONTENTS

OVERALL UNIT – RECORD OF ASSESSMENT OUTCOMES. 2

CONTENTS. 5

INTRODUCTION. 6

ASSESSMENT
TASK COVER SHEET – ASSESSMENT TASK 1. 11

ASSESSMENT
TASK 1: WRITTEN QUESTIONS. 13

ASSESSMENT
TASK COVER SHEET: ASSESSMENT TASK 2. 19

ASSESSMENT
TASK 2: CASE STUDY & ROLEPLAY – DEVELOP A BUSINESS PLAN. 21

ASSESSMENT
TASK COVER SHEET: ASSESSMENT TASK 3. 35

ASSESSMENT
TASK 3: PROJECT: BUSINESS PERFORMANCE MONITORING.. 37

ASSESSMENT
TASK COVER SHEET: ASSESSMENT TASK 4. 45

ASSESSMENT
TASK 4: ROLEPLAY: COACHING MEETING.. 47

INTRODUCTION
Unit code	Title	Training Package
BSBMOPS601	Develop and Implement Business Plans	Business Services Training Package

For further information regarding assessment
criteria, including:

• application of unit
• elements and
  performance criteria
• assessment
  requirements
• modification History
• performance Evidence
• knowledge Evidence
• assessment conditions.

 

Understanding
assessment terminology

Describe: Give a detailed account by recounting,
characterising, outline and relating, in sequence, an event, situation, theory
or point.

Discuss/Explain: Clarify or elaborate on the facts.  Focus on reasons how and why things happen or
a why a particular point is important in the relevant context.

List: Using dot points, list a series of points, steps or stages that relate
to the question.

Outline: Leaving out minor details, give an account of
thing or a process outlining the main points of a topic.

Review: Provide a summary while analysing and commenting
on the evidence, argument or other relevant points.

Summarise: Identify and interpret the most relevant features
of a theory, discuss issue or detail, leaving out the finer details.

Develop: Involves the creation of the
materials/activities/procedures to achieve the outcome.  This is about designing and creating.

Implement: After materials/activities/procedures are
developed, test all materials/procedures to determine if they are functional
and appropriate for the intended audience.

Evaluate: ensures that the materials/activities/procedures
achieve their desired goals and involves a detailed review including any
recommendations for change and reasons.

 

Plagiarism

While cooperative effort and the sharing of information are encouraged,
you must ensure your assignments and assessments are representative of your own
effort, knowledge and skills. You must not take the work of others and present
it as your own. Plagiarism may result in the assignment/assessment being deemed
to be “not yet competent” by the assessor.

Students accused more than once of academic misconduct, including
plagiarism, may be dismissed or cancelled from their course at the discretion
of the Clinton Institute Director of Studies.

Plagiarism can take several forms.

• Quoting from a book or an article without acknowledging the source
• Handing in someone else’s work as your own
• Stealing and passing off another person’s words or ideas and
  claiming them as your own
• Giving incorrect information about the source of a quotation or
  idea
• Downloading information from the internet without acknowledging the
  source
• Copying a section of a book or article and submitting it as one’s
  own work
• Presenting something as a new and original idea or producing
  something which was derived from an existing source.

 

Referencing Materials

If you are unfamiliar with how to reference, we
recommend that you review Two types of citations are included:

·
In-text citations are used when directly quoting or paraphrasing a
source. They are located in the body of the work and contain a fragment of the
full citation.Depending on the source type, some Harvard Reference in-text
citations may look something like this:

o    “After that I lived like a young
rajah in all the capitals of Europe…” (Fitzgerald, 2004).

·
Reference lists are located at the end of the work and display full
citations for sources used in the assignment.Here is an example of a full
citation for a book found in a Harvard Reference list:

o    Fitzgerald, F. (2004). The great
Gatsby. New York: Scribner.*

·
It is preferred that students utilise Harvard Style referencing.  Generally, Harvard Reference List citations
follow this format:

o    Books: Last name, First Initial. (Year
published). Title. City: Publisher, Page(s).

o    Journals/publication: Last name, First
initial. (Year published). Article title. Journal, Volume (Issue), Page(s).

o    Websites: Website name, (Year
published). Page title. [Online] Available at: URL [Accessed Day Mo. Year].

 

Understanding your results

The great thing with competency-based training is
that you are either deemed ‘competent’ (you can demonstrate the required skills
and knowledge) or ‘not yet competent’ (at this time, you haven’t been able to
demonstrate required skills or knowledge). The key word is “YET”.

Your trainer will provide you with feedback on your
assessments so that you know what you have done well in your assessment and
what you need to improve upon or fix. An “NYC” result does not mean
that you have failed and that is it. You have the opportunity to try
again.  It could be that one question in
your assessment was deemed not yet satisfactory(NS) and this is
the only question that will require review.

Assessment outcomes

Each assessment task will be given an
outcome of either Satisfactory (S) or Not Yet Satisfactory (NYS). You must
complete all tasks satisfactorily to achieve an overall outcome of Competent
(C) for a unit. If one or more of tasks are assessed as not yet satisfactory, you will be given an overall outcome for the
unit of Not Yet Competent (NYC).

You will be allowed up to two (2)
reassessments attempts to complete each task and achieve a satisfactory
outcome. You will be given a timeframe for resubmission and advised what you
must include in the resubmission.

There is an Assessment Task # – Outcome
Record incorporated within an Assessment Cover Sheet at the beginning of each
discreet assessment activity. Assessors will complete the Outcome Record
section for each assessment activity. The summary of the outcomes will be
transferred to the Overall
Unit – Record of Assessment Outcomeslocated on the reverse of the first page Cover sheet of this Student Assessment Booklet.

Assessors Note -theOverall Unit – Record of Assessment Outcomes will become the first
page of the submitted work when completed (by reversing the first page Cover
sheet of this Student Assessment Booklet).

 

Results legend

C	Competent	You have successfully completed unit and met the minimum competency criteria and demonstrated the required skills and knowledge.
NYC	Not Yet Competent	You havenot met minimum competency criteria for the unit. Certain section/s require review due to not meeting the requirements and, therefore, your work is deemed not yet competent.   Note: If you have had an initial assessment, a first reassessment and then a final reassessment, you will no longer have an opportunity to resubmit.  You will receive a “NYC” and have to re-enrol in the unit.
S	Satisfactory	Individual assessment/question is satisfactory.
NYS	Not Satisfactory	Individual assessment/question is not a satisfactory result for a specific assessment activity.

Assessment attempts and resubmissions

You
will have up to three (3) attempts to achieve a satisfactory outcome for each
assessment. If after three (3) attempts you cannot achieve a satisfactory
result for any assessment activity, the overall outcome with be Not Yet
Competent (NYC) for the unit.

Resubmission

You will be given the opportunity
to resubmit a Not Yet Satisfactory (NYS) assessment task up to two (2) times.
Following the assessment outcome, you will be given appropriate feedback on
previous attempt. This will enable you to have a total of three (3) attempts.

Timeframe

You will be provided with an
appropriate timeframe by your trainer to resubmit your work. For example, you
may be given 14 days to resubmit incorrect responses to written tasks or
projects. Should you be requiredto complete a roleplay or presentation, your assessor
will make an appointment time, which suits both of you.

Records

The
Assessment Task Cover Sheet at the start of each assessment activity,includes a
space to record the details of any reattempts and resubmissions. Assessors must
ensure that this is comprehensively detailed so that anybody reviewing the
assessment record can tell exactly what occurred, when it occurred, how it
occurred, who was involved and where any further evidence is located. Assessors
must also make reference to ensuring that any reattempt or resubmission has
been assessed in accordance with the model responses and performance
descriptors included in the Assessor’s Marking Guide.

Assessment
task cover sheet

At the
beginning of each individual assessment task, you will find an Assessment Task
Cover Sheet. Please fill out your student
details  on each cover Sheet and
make sure you sign the student declaration.

Your assessor will
complete the Outcome Record section and give you feedback about how well you
went in each task. This will be written on the Assessment Task Cover Sheet.

Assessment
appeals

You have the right to appeal an
assessment decision. To make an appeal about an assessment decision, you must
follow the process outlined in the Student Handbook.

Note that the Overall Unit – Record of
Assessment Outcomes contains a section which says “Does the student wish to appeal the
result?
□YES□NO”

Assessors must ensure that the appropriate box is ticked, after
conferring with the student if necessary.

ASSESSMENT OVERVIEW

This Student
Assessment Booklet includes all your tasks for assessment ofBSBMGT617 Develop
and Implement a Business Plan.

About your assessments

There
arefour(4) assessment tasks for this unit. You must satisfactorily complete all
tasks to achieve competency for this unit.

Assessment Task	About this task
Assessment Task 1: Written Questions	You must correctly answer all seven (7) questions to show that you understand the knowledge required for this unit.
	Evidence Required §  All completed questions.
Assessment Task 2: Case study & Role Play:Develop a business plan	You must conduct research and develop a business plan. Once developed you must present your business plan in a meeting (roleplay)
	Evidence Required §  Activity 1: Review information, conduct research and answer all questions. §  Activity 2: Develop a Business Plan in required template §  Activity 3: Conduct a meeting and present your business plan in a roleplay. §  Activity 4: update Busines Plan if required.
Assessment Task 3: Project:Business performance monitoring	You must analyse performance data and write a Monitoring and Evaluation Report
	Evidence Required §  Monitoring and Evaluation Report in required template
Assessment Task 4: Roleplay:Coaching meeting	You must review system processes and procedures and provide coaching to staff, during a coaching meeting.
	Evidence Required §  Nothing, however, your assessor will complete an observation checklist.

 

How to submit
your assessments

When you have completed each assessment task you will need to
submit it to your assessor.

Instructions about submitting your work can be found at the
beginning of each assessment task.

Make sure you photocopy your written activities before you submit
them. Your assessor will put the documents you submit into your student file. These
will not be returned to you.

ASSESSMENT TASK COVER SHEET – ASSESSMENT TASK 1

Student:Please fill
out this cover sheet clearly and accurately.
Make sure you keep a copy of your work.

Student Name:
Student ID:
Date of submission:
Qualification:	BSB60420Advanced Diploma of Leadership and Management
Unit	BSBOPS601 Develop and implement business plans

Student declaration

I __________________________________________declare
that this is my own work and:

□ None of this work has been completed by any other person.

□ I have not cheated or plagiarised the work or colluded with any other
student/s.

□ I have correctly referenced all resources and reference texts
throughout these assessment tasks.

□ I understand that if I am found to be in breach of policy, disciplinary
action may be taken against me.

Student Signature:___________________________________________________________________________________________

Assessor to complete
Assessment requirements	Satisfactory/ Not satisfactory	Attempt (pls circle)
Written questions completed		1 2    3
Overall Outcome for Assessment Task 1:

ASSESSOR FEEDBACK –
Detail any gaps identified and any reassessment requirements

(if more space is required, continue on reverse of this page)

 

Assessors: Please provide a copy of this cover sheet to the student with assessment
results and feedback. The original
copy must be supplied to the office and kept on the student’s file with the
evidence.

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

Assessor
Signature:
………………………………………………………………………………………Date: ………………./…………………/…………….

Assessor Name: ______________________________________________________________________________________________

Authenticity Check
Student Name:
Student ID:
Unit of Competency:
Assessor Use Only
I confirm that I have checked this completed student assessment item and confirm (Assessor must tick one of the following): ¨  I have checked the authenticity of this work and am unable to detect any form of plagiarism, collusion or cheating and believe the contents of the submission is the students own work. ¨  I have checked the authenticity of this work and have identified potential instances of plagiarism, collusion or cheating. A detailed file note is attached to this completed assessment item, detailing the issues of concern, which will be submitted to the Director of Studies for further investigations and action. The student has been marked Not Yet Satisfactory in this assessment.
AssessorSignature:		Date checked:

 

ASSESSMENT TASK 1: WRITTEN QUESTIONS

Task Summary

There
are seven(7) questions to answer in this task. You must answer all questions.

You
will have one (1) hour to complete this assessment which may be undertaken in
more than one session.

Resources and Equipment Required to Complete ThisTask

§  Student Learner
Guide for this Unit

§  Computer

§  Access to the
Internet

 

Note:
Clinton Institute provides students with access to a computer and internet

When and Where Do I CompleteThis Task?

This
task is to be completed in the classroom. Your assessor will advise on the date(s)
and time(s) of the assessment.

What Do I Need to Submit and Do?

What do you need to do?	What evidence is required?
Answer allseven (7) questions.	You will need to submit your answers to all seven(7) questions.

Decision Making Rules

Assessors
will compare student responses/performance with the model responses and
performance descriptors contained in the Assessors Marking Guide.Your responses do not have to be verbatim (unless
otherwise specified), but must convey the same meaning as each component
listed. Similarly, you do not have to perform exactly as described in the
marking guide (unless otherwise specified), but you must address each
performance component listed.

You
must achieve a satisfactory result for every question and component to
achieve a satisfactory result for this assessment task.

What HappensIf I Get Something Wrong?

If your
assessor sees that you have not completed all parts of this task
satisfactorily, the details of resubmission will be advised by your Assessor in
writing and discussed with you directly.

Instructions

§  This is an open book assessment – you can use your learning
materials as reference.

§  You need to answer all questions correctly

§  You must answer the questions by writing in the space provided and/
or you may complete using softcopy tasks or templates electronically when
provided.

§  If you need more space, you can use extra paper. Make sure you
write on each extra piece of paper your name and the question number/s you are
answering.

Assessor will
tick either □ Satisfactory OR □ Not
yet satisfactory for each question and sub-questions.

Assessment Task 1: Written Questions

Question 1

Identify five (5) common components/ sections of a business plan.

Common Components of a Business Plan	1)	□ Satisfactory OR □ Not yet satisfactory
	2)	□ Satisfactory OR □ Not yet satisfactory
	3)	□ Satisfactory OR □ Not yet satisfactory
	4)	□ Satisfactory OR □ Not yet satisfactory
	5)	□ Satisfactory OR □ Not yet satisfactory
Outcome for Question 1: □ Satisfactory OR □ Not yet satisfactory

Question 2

Identifythree (3) areas a business planning process may address.

1	□ Satisfactory OR □ Not yet satisfactory
2	□ Satisfactory OR □ Not yet satisfactory
3	□ Satisfactory OR □ Not yet satisfactory
Outcome for Question 2:  □ Satisfactory OR □ Not yet satisfactory

 

Question 3

What are the four (4) key steps in developing a business plan.

1)	□ Satisfactory OR □ Not yet satisfactory
2)	□ Satisfactory OR □ Not yet satisfactory
3)

□ Satisfactory OR □
Not yet satisfactory

4)

□ Satisfactory OR □
Not yet satisfactory

Outcome for Question 3:  □ Satisfactory OR □ Not yet
satisfactory

Question 4

Identify three (3) key stakeholders who may be involved in
business planning.

1)	□ Satisfactory OR □ Not yet satisfactory
2)	□ Satisfactory OR □ Not yet satisfactory
3)	□ Satisfactory OR □ Not yet satisfactory
Outcome for Question 4:  □ Satisfactory OR □ Not yet satisfactory

Question 5

Identify three (3) performance objectives of a business plan.

1)	□ Satisfactory OR □ Not yet satisfactory
2)	□ Satisfactory OR □ Not yet satisfactory
3)	□ Satisfactory OR □ Not yet satisfactory
Outcome for Question 5:  □ Satisfactory OR □ Not yet satisfactory

Question 6

Nominate three (3) performance measures that could be used to
measure customer satisfaction.

1)	□ Satisfactory OR □ Not yet satisfactory
2)	□ Satisfactory OR □ Not yet satisfactory
3)	□ Satisfactory OR □ Not yet satisfactory
Outcome for Question 6:  □ Satisfactory OR □ Not yet satisfactory

Question 7

List three (3) benefits of using key performance indicators in the
business planning process.

1)	□ Satisfactory OR □ Not yet satisfactory
2)	□ Satisfactory OR □ Not yet satisfactory
3)	□ Satisfactory OR □ Not yet satisfactory
Outcome for Question 7:  □ Satisfactory OR □ Not yet satisfactory

 

**** END OF ASSESSMENT TASK 1 ****

What do I need to hand in for this task?	Have I completed this?
Your answers to each of the seven (7) questions	o

 

ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 2

Student:Please fill
out this cover sheet clearly and accurately.
Make sure you keep a copy of your work.

Student Name:
Student ID:
Date of submission:
Qualification:	BSB60420Advanced Diploma of Leadership and Management
Unit	BSBOPS601 Develop and Implement Business Plans

Student declaration

I __________________________________________declare
that this is my own work and:

□ None of this work has been completed by any other person.

□ I have not cheated or plagiarised the work or colluded with any other
student/s.

□ I have correctly referenced all resources and reference texts
throughout these assessment tasks.

□ I understand that if I am found to be in breach of policy, disciplinary
action may be taken against me.

Student Signature:___________________________________________________________________________________________

Assessor to complete
Assessment requirements	Satisfactory/ Not satisfactory/ not req’d	Attempt (pls circle)
Activity 1:Review, evaluate and research information; answer Questions 1 to 6		1 2     3
Activity 2:Develop the business plan.		1 2     3
Activity 3: Present business plan at Management Meeting (Roleplay)		1 2     3
Activity 4: update Business Plan, if required	□Not req’d	1 2     3
Overall Outcome for Assessment Task 2:

ASSESSOR FEEDBACK –
Detail any gaps identified and any reassessment requirements

(if more space is required, continue on reverse of this page)

 

Assessors: Please provide a copy of this cover sheet to the student with assessment
results and feedback. The original
copy must be supplied to the office and kept on the student’s file with the
evidence.

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

Assessor
Signature:
………………………………………………………………………………………Date: ………………./…………………/…………….

Assessor Name: ______________________________________________________________________________________________

Authenticity Check
Student Name:
Student ID:
Unit of Competency:
Assessor Use Only
I confirm that I have checked this completed student assessment item and confirm (Assessor must tick one of the following): ¨  I have checked the authenticity of this work and am unable to detect any form of plagiarism, collusion or cheating and believe the contents of the submission is the students own work. ¨  I have checked the authenticity of this work and have identified potential instances of plagiarism, collusion or cheating. A detailed file note is attached to this completed assessment item, detailing the issues of concern, which will be submitted to the Director of Studies for further investigations and action. The student has been marked Not Yet Satisfactory in this assessment.
AssessorSignature:		Date checked:

 

ASSESSMENT TASK 2: CASE STUDY & ROLEPLAY – DEVELOP A BUSINESS PLAN

Task Summary

For this assessment task you are required to conduct research to
develop and present a business plan for Ozhouse Clean.

You will have a total of ten (10) hours to complete this assessment,  which may be undertaken in more than one
session..

Resources and Equipment Required to Complete This Task

§  Computer and Microsoft Office

§  Access to the internet for research

§  Space to conduct a meeting

§  Roleplay participants (assessor and students)

§  Handout – Business plan template

§  Handout (hyperlink) – Cleaning services award

Note: Clinton Institute will provide all the
forementioned to complete this assessment.

When and Where Should the Task be Completed?

This
task is to be completed in the classroom. Your assessor will advise on the dates
and times of the assessment.

What do I Need to Submit and Do?

What do you need to do?	What evidence is required?
Review evaluate and research information, then answersix (6) questions	Completed six (6) questions
Develop a Business Plan in the required template	Ozhouse Clean Business Plan
Facilitate a meeting where you present your Business Plan to attendees.	Nothing, however your assessor will complete an observation checklist.
Incorporate changes agreed at meeting,if any	Updated Business Plan if there are changes identified

Decision Making Rules

Assessors
will compare student responses/performance with the model responses and
performance descriptors contained in the Assessors Marking Guide. Your responses do not have to be verbatim
(unless otherwise specified), but must convey the same meaning as each
component listed. Similarly, you do not have to perform exactly as described in
the marking guide (unless otherwise specified), but you must address each
performance components listed.

You
must achieve a satisfactory result for every question and component to
achieve a satisfactory result for this assessment activity.

What Happens If I Get Something Wrong?

If your assessor
sees that you have not completed all parts of this task satisfactorily, the
details of resubmission will be advised by your Assessor in writing and discussed with you
directly.

Assessment Task 2 –Case Study & Roleplay: Develop a business plan

InstructionsTo Student

Review the background information and two
(2) handouts, then complete
the activities that follow.

1.       Handout – Business Plan Template

2.       Handout  – Cleaning services award(hyperlink)

Case Study Background Information Ozhouse Clean is based in Melbourne and offers professional, residential cleaning services, including regular home cleans, as well as spring cleans. The company is a family business established in 2005 by James and Nancy Anderson. James and Nancy are the Directors of the company. Their daughter, Sarah is employed by the company in the role of Administration Manager; and you have been employed in the role of Operations Manager. The company sees its point of difference from competitors as being a small family business with a focus on quality and happy and content staff and customers. The management team understands this point of difference may need to change as the business grows. There may be a need for more management staff to be employed, e.g., while Sarah manages marketing, she is not skilled in marketing and is very busy with the administration of the business. A skilled marketing officer may be needed. Currently target customers are located in the greater Melbourne area. Target customers are people who want a professional, trustworthy and immaculate cleaning service. Pricing reflects that of competitors. The company employs 15 cleaners, all of whom are part-time contract staff working between 10 – 15 hours a week. The company currently has approximately 70 regular clients, based around Melbourne’s inner city. These clients require regular home cleaning, either weekly or fortnightly for hours ranging from 3 – 6 hours. A standard hourly rate of $40 per hour is charged. Staff receive an hourly rate of $25 per hour with the cost of the products provided to staff for cleaning, including equipment and ongoing supplies, works out to be approximately $2 per hour on top. The company is also considering whether it may be wiser to move to employing a number of full-time, permanent cleaning staff. This is partly because there is a high turnover of casual staff and little loyalty to the company. Staff costs for employing full-time cleaners are $55,000 per cleaner per year including all superannuation payments. All cleaning supplies are currently purchased from Total Cleaning Supplies in Melbourne. Howeverthey do not currently offer environmentally friendly products, so a new supplier needs to be found . It is estimated that purchase of these products will be an additional $10,000 per month. The products cost double the cost of the non-environmentally friendly products. Sales revenue for the company for the last financial year is $360,000.00 with a gross profit margin of $40,000.00. Labour costs are a significant part of the business representing 70% of total costs. Average debtor days are currently 40 days. Currently, marketing is via a website but a large proportion of the company’s work comes through word-of-mouth from existing customers. Social media is not currently used to market the business. The new business plan will need to reflect different ways of marketing, especially to attract commercial customers. At a recent meeting of the management team (Directors, Operations and Administration Managers), it was decided that a 3-year business plan is needed to ensure the company meets its business goals. This will include diversifying into  commercial cleaning, and offering  environmentally friendly cleaning. Down the track, the company is also considering offering carpet cleaning services. The Operations Manager has been given the responsibility of developing the business plan. The company’s mission, vision, values and objectives as follows: Mission Ozhouse Clean is committed to providing the highest quality residential and commercial cleaning services available by exceeding the expectations of our clients. Vision We are constantly working to establish ourselves as the most respected and sought after contract cleaning and facilities support service in Melbourne. Values · Respect: taking time to understand and value each person and respecting their choices. · Responsibility: acting with integrity towards our staff, our customers, the community and the environment. · Caring: a duty of care for our staff, customers and the environment. · Excellence: to always look to provide the best quality experience in regard to our cleaning and our customer service. · Integrity: to act with honesty, openness and do what we say we will do. · Innovation: to be industry leaders. Strategic Objectives Our key objectives which are fundamental to our business in delivering world-class cleaning and customer service, are: o Provide our customers with a professional and friendly service. o Increase client numbers by 20% in the first year of introducing commercial cleaning services and 10% thereafter. o Meet or exceed the expectations of customers. o Implement best practice in cleaning operations, including environmentally sustainable practices.

Activity 1

Review,
evaluate and research information

Review,
evaluate and research the information required in the following six (6)
questions:

Question 1

Review
the case study business information and provide your assessment for each of the
following categories, concluding that your analyses determines each component as
either-

Ø  Appropriate /Good/excellent /Recommended minor adjustment/ Requires
more detail /Needs more targets/ Needs skilled resources

Or
nominate any additional inclusions required

Business Vision	□ Satisfactory OR □ Not yet satisfactory
Business Mission	□ Satisfactory OR □ Not yet satisfactory
Business Values	□ Satisfactory OR □ Not yet satisfactory
Business Objectives and Goals	□ Satisfactory OR □ Not yet satisfactory
Financial Targets	□ Satisfactory OR □ Not yet satisfactory
Management arrangements	□ Satisfactory OR □ Not yet satisfactory
Marketing approaches and strategy	□ Satisfactory OR □ Not yet satisfactory
Operational Plan	□ Satisfactory OR □ Not yet satisfactory
Outcome for question 1:  □ Satisfactory OR □ Not yet satisfactory

Question
2

Review market requirements for the
product and services offered by Ozhouse Clean, and list below a minimum of two
(2) requirements/ market expectations as demonstrated by competitor
positioning.

□ Satisfactory OR □ Not yet satisfactory

□ Satisfactory OR □ Not yet satisfactory

Outcome for question 2:  □ Satisfactory OR □ Not yet satisfactory

Question 3

Research and establish profile of
customer needs. List below a minimum of two (2) customer needsas demonstrated
by competitor offerings .

□ Satisfactory OR □ Not yet satisfactory

□ Satisfactory OR □ Not yet satisfactory

Outcome for question 3:  □ Satisfactory OR □ Not yet satisfactory

Question
4

Conduct
research on two (2) competitors to  Ozhouse Clean (i.e. cleaning businesses in
Melbourne and offering residential cleaning services, including regular home
cleans) and record appropriate findings below:

Competitors Name	When /How long established	Regular domestic cleaning pricing for Melbourne inner city or suburbs	Key marketing message/ Customer value proposition	Areas serviced
source of information:
□ Satisfactory OR □ Not yet satisfactory
source of information:
□ Satisfactory OR □ Not yet satisfactory
Outcome for question 4:  □ Satisfactory OR □ Not yet satisfactory

Question 5

Research and
identify any relevant permits or licencing requirements for Ozhouse Clean.

Outcome for question 5:  □ Satisfactory OR □ Not yet satisfactory

 

Question
6

As Operations
Manager of Ozhouse Clean, identify below two(2) key legislation or regulation
requirements relevant to Ozhouse Clean and yourself, with which you will need
to comply and provide two (2) examples for each, of how Ozhouse Clean will
comply with each.

Legislation/ Regulation	How will Ozhouse Clean comply with is legislation/ regulation
	□Satisfactory OR□Not yet satisfactory
	□Satisfactory OR□Not yet satisfactory
Outcome for question 6:  □ Satisfactory OR □ Not yet satisfactory

Activity 2

Develop
the business plan.

 

Using your
research findings and the scenario information, develop the business plan using
the Handout – Business Plan template.

Your business
Plan include each of the following:

1)
Description of the business, products
and services,

2)
Identify permit and licence
requirements,

3)
Identify marketing strategy(s)

4)
Identify financial, human and
physical resource requirements for the business

5)
Productivity and financial performance
targets for key result areas

6)
Ensure skilled labour is available to
implement plan

Your business
plan must be written in clear and concise English, be grammatically correct and
free from errors. Submit your completed business plan toyour assessor.

 

Activity 3

Present
and implement business plan at Management Meeting (Roleplay)

For this
task, you are required to participate in a business plan presentation meeting
with yourassessor and classmates (playing various roles) to discuss the business
plan you have developed and reach agreement on the performance
objectives and measures for the business plan.

Your assessor
will advise you of the date and time of this meeting.

Your assessor
will play the role of one of the company Directors and ask other students (not
being assessed during this simulated meeting), to play various roles.

 

You may also be required to
participate in other meetings for other students.

§     You are to assume
that your Business Plan has already been circulated among relevant personnel.

 

During the meeting you must:

1)
Communicate the proposed Business
Plan to meeting participants and ensure understanding of and gain commitment to
the performance requirements and timeframes

2)
Discuss the performance objectives
and measures in Section 5, of your Business Plan, and seek advice. Use the
advice to either:

·
develop new performance
objectives, with meeting participants; or

·
receive approval of the objectives
you included in your plan.

3)
Use language and features
appropriate to audience

4)
Participate in discussions using
listening and questioning to elicit the views of others and to clarify or
confirm understanding

5)
Take an active role in
facilitating effective group integration, influencing direction and taking a
leadership role.

6)
Ensure the nominated individual
for implementation, has the required skills and is available to implement the
plan.

[Following
the meeting, for Activity 4 you will need to incorporate any changes identified
at the meeting, following feedback received into the business plan and submit
the final plan to your assessor.]

BUSINESS PLAN MEETING

Roleplay Observation Checklist

Name of student being assessed (Chair):
Location of meeting:
Other roles played:			Admin Manager Bank Manager Potential Client §  Change Management Consultant
Assessor is to write “S” or “NYS” for each line item (row). If the student gets the item correct on the first attempt, the second and third attempt columns do not have to be completed. If a student gets the item correct on the second attempt, there will be a “NYS” on the first attempt, a “S” on the second attempt and the third attempt will be left blank. Students are allowed a total of three attempts. Note that to obtain a satisfactory outcome for this assessment activity, students must achieve a satisfactory outcome for every line item and each sub point.
Date:
Did the Student:			Attempt 1	Attempt 2	Attempt 3
1	Communicate the proposed Business Plan to meeting participants and ensure understanding of the performance requirements and timeframes
2	Discuss the performance objectives and measures in Section 5, of your Business Plan, and seek advice. Use the advice to either: develop new performance objectives, with meeting participants; or receive approval of the objectives you included in your plan.
3	Use language and features appropriate to audience
4	Participate in discussions using listening and questioning to elicit the views of others and to clarify or confirm understanding
5	Take an active role in facilitating effective group integration, influencing direction and taking a leadership role.
6	Ensure the nominated individual for implementation, has the required skills and is available to implement the plan.

Outcome for Task:  □ Satisfactory OR □ Not yet satisfactory
Assessors Comments to explain any instance where a student does not achieve a satisfactory outcome for a specific item).
Assessors Signature:		Date:

Activity 4

Following the
meeting-

1)
if
there were any changes identified and agreed from the meeting discussions and feedback received:

·
incorporate
those changes into the business plan and submit an updated final Business Plan to
your assessor.

OR

2)
If
there are no changes required:

·
Assessment
Task 2 is complete – it is not necessary to attach a 2^nd copy of
your Business Plan if it is unchanged following the meeting.

**** END OF ASSESSMENT TASK 2 ****

What do I need to hand in for this task?	Have I completed this?
Activity 1: Completed Six (6) Questions	o
Activity 2: Completed Business Plan	o
Activity 3: Roleplay Meeting Observation checklist	Assessor to complete
Activity 4: updatedBusiness Plan – if required	if requiredo

 

ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 3

Student:Please fill
out this cover sheet clearly and accurately.
Make sure you keep a copy of your work.

Student Name:
Student ID:
Date of submission:
Qualification:	BSB60420Advanced Diploma of Leadership and Management
Unit	BSBOPS601 Develop and Implement Business Plans

Student declaration

I __________________________________________declare
that this is my own work and:

□ None of this work has been completed by any other person.

□ I have not cheated or plagiarised the work or colluded with any other
student/s.

□ I have correctly referenced all resources and reference texts
throughout these assessment tasks.

□ I understand that if I am found to be in breach of policy, disciplinary
action may be taken against me.

Student Signature:___________________________________________________________________________________________

Assessor to complete
Assessment requirements	Satisfactory/ Not satisfactory	Attempt (pls circle)
Activity 1: Monitoring and Evaluation Report		1 2    3
Overall Outcome for Assessment Task 3:

ASSESSOR FEEDBACK –
Detail any gaps identified and any reassessment requirements

(if more space is required, continue on reverse of this page)

 

Assessors: Please provide a copy of this cover sheet to the student with assessment
results and feedback. The original
copy must be supplied to the office and kept on the student’s file with the
evidence.

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

Assessor
Signature:
………………………………………………………………………………………Date: ………………./…………………/…………….

Assessor Name: ______________________________________________________________________________________________

Authenticity Check
Student Name:
Student ID:
Unit of Competency:
Assessor Use Only
I confirm that I have checked this completed student assessment item and confirm (Assessor must tick one of the following): ¨  I have checked the authenticity of this work and am unable to detect any form of plagiarism, collusion or cheating and believe the contents of the submission is the students own work. ¨  I have checked the authenticity of this work and have identified potential instances of plagiarism, collusion or cheating. A detailed file note is attached to this completed assessment item, detailing the issues of concern, which will be submitted to the Director of Studies for further investigations and action. The student has been marked Not Yet Satisfactory in this assessment.
AssessorSignature:		Date checked:

ASSESSMENT TASK 3: PROJECT: BUSINESS PERFORMANCE MONITORING

Task
Summary

This assessment task requires you to monitor and evaluate the
performance of the business, review performance indicators and evaluate the
strengths and weaknesses of the business plan. You will be required to provide
a report on your analysis in the required template.

You will have four (4) hours to complete this assessment, which may be
undertaken in more than one session.

Resources and
Equipment Required to Complete this Task

§  Student Learner Guide for this Unit

§  Computer and Microsoft Office

§  Access to the internet for research

§  Case study from Assessment Task 2

Note: Clinton Institute provides students with access to a computer
and internet

When and Where
Should the Task be Completed?

This task is to be completed in
the classroom. Your assessor will advise on the date(s) and time(s) of the
assessment.

What Do I Need
to Submit and Do?

What do you need to do?	What evidence is required?
Conduct research, analyses and evaluate business performance and write a monitoring and evaluation report in the required template	Monitoring and Evaluation Report

Decision Making Rules

Assessors
will compare student responses/performance with the model responses and
performance descriptors contained in the Assessors Marking Guide. Your responses do not have to be verbatim
(unless otherwise specified), but must convey the same meaning as each
component listed. Similarly, you do not have to perform exactly as described in
the marking guide (unless otherwise specified), but you must address each
performance components listed.

You
must achieve a satisfactory result for every question and component to
achieve a satisfactory result for this assessment activity.

What Happens If
I Get Something Wrong?

If your
assessor sees that you have not completed all parts of this task
satisfactorily, the details of resubmission will be advised by your Assessor in
writing and discussed with you directly.

 

Assessment Task 3 –PROJECT: BUSINESS PERFORMANCE MONITORING

Case Study Part 2: Background Information It has been one (1) year since the business plan was implemented and as the Operations Manager, you are reviewing the performance of the business against the performance indicators identified in the plan, testing performance indicators used and recommending changes to performance indicators as provided. You have also been asked to provide an overall evaluation of the strengths and weaknesses of the business plan. (This is the Business Plan you developed for Assessment Task 2).   Assume that the performance indicators identified in the business plan are as follows: · A 20% increase in total sales revenue. · A gross profit margin of 20%. · Reduction of 50% in debtor days · 10 new commercial customers in the first year of the business plan. · Reduction of 10% of workforce turnover based on employing two full-time permanent cleaners, as well as increasing wages to above award. · Social media engagement to have 500 followers · 50% of cleaning products used to be eco-friendly · Implementation of Code of Practice, to be adopted by all staff  · 97% customer satisfaction and quality of service  · Introduction to triple bottom-line reporting   Data provided by the accountant for this financial year show the following figures: – Total sales revenue – $450,000 – Total cost of sales – $320,000 – Debtor days – 30 – 15 new commercial customers   The Administration Manager has advised you that at least 10 of the previous residential customers no longer use the company’s services, so while sales revenue has increased, the sales revenue attributable to residential sales has declined.   In addition, follow up emails to the customers who no longer used the services indicated the following responses to the question asked about why they no longer use the services: o Moved interstate – 1 o Dissatisfied with the quality of cleaning services provided o (not enough attention to detail, cleaner finishing earlier than time paid for) – 5 o Moved to a competitor as better service and price offered – 4   Regarding staff, two of the current contract cleaners have been appointed as fulltime, permanent employees. Wages have been increased to above award for all contract cleaners. Of the 15 contract cleaners contracted at the start of the year, 4 have left and were not needed to be replaced due to the two (2) F-T staff appointed.   Ozhouse clean has started a Facebook page, which currently has 820 followers. Alternative eco-friendly products have not been source at an affordable price point. Further investigation need to be conducted in this area. To date only the surface spray has been adopted, equalling 15% of total products used.  Code of Practice was implemented and has been adopted by all staff. Triple bottom line reporting was not formally being adopted in reports, however the required data on: Finance, Staff & Sustainability practices is being collected.

 

Activity 1

Develop
a monitoring and evaluation report.

Review the
scenario information and develop a report in the below template, ensuring that
it includes the following:

1)
Overview
of the business performance (including:
comparison of last financial year performance from Assessment Task 2)

2)
An analysis of business
performance to determine if the performance indicators have been achieved.

3)
An evaluation of the information
gained from the survey and identify the impact on the business.

4)
An evaluation of the strengths and
weaknesses of your developed business plan and at least two recommended
improvements. Research other plans to help you with the evaluation.

5)
Provide a summary of
recommendations for the upcoming year based on your evaluation as above, as
well as any variations that could be made to the business plan based on this
information.

Your report
must be in the provided template and written in clear and concise language
suitable for the audience (your assessor), is grammatically correct and error
free. Submit the report to your assessor

Ozhouse Clean Monitoring and Evaluation of Business Plan Report (12 months after initial implementation)
Name of Author
Section 1 Overview of Business Performance
Business Performance Previous year v’s This year	This year Last Year Variance Total Sales Revenue Cost of Sales Gross Profit Margin Gross Profit Margin % Average Debtor Days Average Debtor Days % change Domestic clients Commercial clients Total no. of clients
Analysis of performance Previous year v’s This year	Total sales revenue for this year has increased or decreased by:
	Total profit margin for this year has increased or decreased by:
	Debtors days for this year have increased or decreased by:
	Customer numbers for this year have increased or decreased by:
Section 2 Analysis of Business Performance Indicators (have they been achieved)
Performance indicator	KPI – last year		Actual result		Achieved or not? PorO
FINANCIAL PERFORMANCE
Increase Sales
Profit Margin
Reduce debtor days
NON- FINANCIAL PERFORMANCE
New Commercial Clients
Workforce turnover
Social Media Engagement (Community awareness)
Eco-friendly products
Code of Practice
Customer Satisfaction and quality of service
Triple bottom line reporting
Section 3 Customer Survey Results
Outline of customer survey outcomes	# of clients cancelled due to moving interstate	# of clients cancelled due to dissatisfaction with quality of product/ service		# of clients cancelled due to better product/ service provided by a competitor
Recommendations based on survey outcomes List a minimum of two (2)
Section 4 Strength and Weaknesses of Business Plan
Strengths of the Business Plan List a minimum of four (4)
Weaknesses of the Business Plan List a minimum of four (4)
System Failures List a minimum of two (2)
Product Failures List a minimum of two (2)
Section 5  Recommendations for the coming 12 months and variations to Business Plan
Recommendations for the coming 12 months List a minimum of four (4)
Variation to the business plan List a minimum of four (4)

**** END OF ASSESSMENT TASK 3 ****

What do I need to hand in for this task?	Have I completed this?
Monitoring and Evaluation Report	o

 

ASSESSMENT TASK COVER SHEET: ASSESSMENT TASK 4

Student:Please fill
out this cover sheet clearly and accurately.
Make sure you keep a copy of your work.

Student Name:
Student ID:
Date of submission:
Qualification:	BSB60420 Advanced Diploma of Leadership and Management
Unit	BSBOPS601 Develop and Implement Business Plans

Student declaration

I __________________________________________declare
that this is my own work and:

□ None of this work has been completed by any other person.

□ I have not cheated or plagiarised the work or colluded with any other
student/s.

□ I have correctly referenced all resources and reference texts
throughout these assessment tasks.

□ I understand that if I am found to be in breach of policy, disciplinary
action may be taken against me.

Student Signature:___________________________________________________________________________________________

Assessor to complete
Assessment requirements	Satisfactory/ Not satisfactory	Attempt (pls circle)
Activity 1: Roleplay		1 2    3
Overall Outcome for Assessment Task 4:

ASSESSOR FEEDBACK –
Detail any gaps identified and any reassessment requirements

(if more space is required, continue on reverse of this page)

 

Assessors: Please provide a copy of this cover sheet to the student with assessment
results and feedback. The original
copy must be supplied to the office and kept on the student’s file with the
evidence.

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

Assessor
Signature:
………………………………………………………………………………………Date: ………………./…………………/…………….

Assessor Name: ______________________________________________________________________________________________

Authenticity Check
Student Name:
Student ID:
Unit of Competency:
Assessor Use Only
I confirm that I have checked this completed student assessment item and confirm (Assessor must tick one of the following): ¨  I have checked the authenticity of this work and am unable to detect any form of plagiarism, collusion or cheating and believe the contents of the submission is the students own work. ¨  I have checked the authenticity of this work and have identified potential instances of plagiarism, collusion or cheating. A detailed file note is attached to this completed assessment item, detailing the issues of concern, which will be submitted to the Director of Studies for further investigations and action. The student has been marked Not Yet Satisfactory in this assessment.
AssessorSignature:		Date checked:

ASSESSMENT TASK 4: ROLEPLAY: COACHING MEETING

Task Summary

This assessment task requires you
to provide coaching to a group of contract cleaners based on underperformance
identified as part of the review of performance against the business plan
objectives.

You
will have thirty (30) mins to complete with assessment

Resources and Equipment Required to Complete this Task

§  Meeting participants

§  Meeting space.

 

Note:
Clinton Institute will provide all required resources and equipment.

When and Where Should the Task be Completed?

This task is to be completed in
the classroom. Your assessor will advise on the date(s) and time(s) of the
assessment.

What Do I Need to Submit and Do?

What do you need to do?	What evidence is required?
Review background information and conduct a coaching meeting.	Nothing, however your assessor will complete an observation checklist.

Decision Making Rules

Assessors will compare student
responses/performance with the model responses and performance descriptors
contained in the Assessors Marking Guide. Your responses do not have to be
verbatim (unless otherwise specified), but must convey the same meaning as each
component listed. Similarly, you do not have to perform exactly as described in
the marking guide (unless otherwise specified), but you must address each
performance components listed.

You must achieve a satisfactory result for every
question and component to achieve a satisfactory result for this
assessment activity.

What Happens If I Get Something Wrong?

If your
assessor sees that you have not completed all parts of this task
satisfactorily, the details of resubmission will be advised by your Assessor in
writing and discussed with you directly.

Assessment Task 4–ROLEPLAY: COACHING MEETING

Background Information A review of the business’s performance against the performance indicators in Assessment Task 3, identified that a number of domestic customers/clients no longer use the services due to a lack of satisfaction with the quality of the service provided, specifically the level of cleanliness and attention to detail. As the Operations Manager, you decide to set up a meeting with each of the contractors to investigate the situation and to provide coaching on the expected level of performance.   Ozhouse Clean has the following expected level of performance in relation to cleaning services: §  All surfaces, including floors, bench tops and shelves cleaned so that they are free of dust and dirt §  Rubbish bins emptied and cleaned §  Shower screens and mirrors cleaned and free of soap build up and streaks §  Only cleaning products provided are to be used §  All cleaning services must be provided in the allocated time §  In the event cleaning service are complete prior to allocated finishing time, additional cleaning to be conducted. §  These performance standards are included in each person’s contract

 

Activity 1

Conduct
a Coaching Meeting (Roleplay)

For this
task, you are required to participate in a coaching meeting with your assessor
and classmates (playing the roles of cleaning contractors) to discuss their
lack of quality and service provided to customer who are so dissatisfied they
took their business elsewhere.

Your assessor
will advise you of the date and time of this meeting.

Your assessor
will play the role of one of cleaning contractors and ask other students (not
being assessed during this simulated meeting), to play the role of other
cleaning contractors.

 

You may also be required to
participate in other meetings for other students.

 

This
meeting will also serve the purpose of a coaching session, as well as an
attempt to get the staff members to understand the issues and meet the required
performance standards of the business.

During the meeting you must:

1)
Explain the purpose of the meeting

2)
Explain to the contract cleaners
what the problems are

3)
Investigate why these issues
accrued

4)
Discuss the level of performance
expected by the company and coach each contractor accordingly

5)
Participate in discussions using
listening and questioning to elicit the views of others and to clarify or
confirm understanding

6)
Discuss and agree on solutions and
ongoing review processes for each contractor

COACHING MEETING

Roleplay
Observation Checklist

Name of student being assessed (Chair):
Location of meeting:
Other roles played:		Cleaning contractor #1 (assessor) §  Other cleaning contractors
Assessor is to write “S” or “NYS” for each line item (row). If the student gets the item correct on the first attempt, the second and third attempt columns do not have to be completed. If a student gets the item correct on the second attempt, there will be a “NYS” on the first attempt, a “S” on the second attempt and the third attempt will be left blank. Students are allowed a total of three attempts. Note that to obtain a satisfactory outcome for this assessment activity, students must achieve a satisfactory outcome for every line item and each sub point.
Date:
Did the Student:		Attempt 1	Attempt 2		Attempt 3
1	Explain the purpose of the meeting.
2	Explain to the contract cleaners what the problems are.
3	Investigate why these issues accrued.
4	Discuss the level of performance expected by the company and coach each contractor accordingly
5	Participate in discussions using listening and questioning to elicit the views of others and to clarify or confirm understanding
6	Discuss and agree on solutions and ongoing review processes for each contractor

Outcome for Task:  □ Satisfactory OR □Not yet satisfactory
Assessors Commentsto explain any instance where a student does not achieve a satisfactory outcome for an item
Assessors Signature:		Date:

****** End of Assessment Task 4
******