Cluster 2 – Organisational management The candidate is to complete the following practical to demonstrate their competence in these units. These may be used to support documentary evidence and interview comments, or to cover gaps identified through the process. Task 4 – Manage budgets and financial The candidate is to answer questions referring to their own organisation’s financial management policy and procedures. The candidate is also required to access three profit and loss statements, a balance sheet and a budget from their own organisation, or from an organisation they have researched, to demonstrate basic accounting ability, and to provide graphical representations and interpretations of the data using financial management software. Task 5 – Ensure a safe workplace The candidate is to read and analyse the provided case study and then respond as required by the questions for this task, demonstrating their knowledge in OHS management practices and using the context of their work environment, transferring their theoretical knowledge to address the questions. Task 6 – Manage operational plan The candidate is required to create a mission statement plan for a company they have researched, and to base their mission statement on quality, safety or training. The candidate is required to demonstrate their ability to develop and implement an operational plan. Cluster 3 – Managing and improving customer service The candidate is to complete the following practical tasks to demonstrate their competence in these units. These may be used to support documentary evidence and interview comments, or to cover gaps identified through the process. Task 7 – Manage quality customer service The candidate is to read and analyse the case study provided then respond in writing as required by the questions for this task. The candidate is to demonstrate knowledge of customer service delivery including solving complex customer service and system problems that lead to poor customer service. The candidate may use the context of their work environment, transferring their theoretical knowledge to create a solution.
Demonstration/Observation Checklist Cluster 2 – Organisational management Task 4 – Manage budgets and financial plan Candidate’s name During the demonstration or observation of skills, did the candidate do the following? Is behaviour observed? Assessor’s Yes No Follow the organisation’s policies and procedures in regards to petty cash, corporate credit cards and employee reimbursement for work-related expenses. Provide an explanation of an ‘ageing summary’. Explain what GST is and provide a numeric example of how it applies to goods and services. Explain record keeping requirements for the ATO and for auditing purposes. Access and interpret profit/loss statements and balance sheets. Demonstrate basic accounting ability. Use numeracy skills to read, understand and update a budget. Use appropriate technology to use software associated with financial record keeping. Identify relevant personnel within the organisation who they would consult regarding clarification and/or changes to budget/financial plans.
Candidate’s Self-Evaluation Form Completion instructions The purpose of completing the Self-Evaluation Form is to enable candidates who believe that they already possess the competencies, to assess their skills and knowledge against the qualification. Complete the following pages and identify your capacity to perform the tasks described. Be honest in your appraisal. By completing this self-evaluation you will be identifying the areas where you may be able to apply for recognition. NB: If this self-evaluation is being used as evidence, your supervisor must evaluate your ability to perform the work tasks. Your supervisor is also asked to comment on your ability to perform these work tasks and verify this by signing each section. If this self-evaluation is being used only so that you and your Assessor can decide if you should proceed, then it doesn’t have to be verified. Identify your level of experience in performing each competency/task by using the following: not well – I do the task but not well. well – I do the task well. very well – I do the task really well. See example below. Competency/Task I have performed these tasks Supervisor’s Evaluation Evidence to support claim Frequently Never Sometimes Doc No. Documentation provided (Number and name the document you are providing for easy reference.) Using a computer to enter or change work information or data. Not Well Not Well Using personal protective equipment as appropriate to conduct my work safely and in accordance with site and legal requirements. Well Well 1 Copy of Company Personal Protective Equipment Requirements for my job role.
Page intentionally blank Candidate’s Self-Evaluation Cluster 1 – Managing people Candidate’s name Date completed Units of competency BSBWOR501A Manage personal work priorities and professional development BSBWOR502A Ensure team effectiveness BSBMGT501B Manage people performance Cluster 1 Competency/Task I have performed these tasks Supervisor’s Evaluation Evidence to support claim Frequently Never Sometimes Doc No. Documentation provided (Number and name the document you are providing for easy reference.)
Page intentionally blank Candidate’s Self-Evaluation Cluster 2 – Organisational management Candidate’s name Date completed Units of competency BSBMGT515A Manage operational plan BSBOHS509A Ensure a safe workplace BSBFIM501A Manage budgets and financial Cluster 2 Competency/Task I have performed tasks Supervisor’s Evaluation Evidence to support claim Frequently Sometimes Doc No. Documentation provided (Number and name the document you are providing for easy reference.) I use my knowledge of different models and methods for operational planning to create operational that are relevant and will optimise my organisation’s or area’s effectiveness.
Developed work plans for your team demonstrating reference to the organisation’s operational plan incorporating risk analysis Policies or procedures you have developed giving the team ownership of their work and responsibilities Examples of where you have communicated issues on behalf of your team to management or other stakeholders, and vice versa 2: Cluster 2 Candidate’s name: Date: BSB51107 required documentary evidence for: Document number Cluster 2 – Organisational management A developed operational plan for your area of the organisation, or for the organisation as a including implementation details At three different pieces of evidence demonstrating where you have worked with financial documentation, such as budgets, ageing summaries, cash and petty cash flows, GST and/or profit and loss statements Examples of any financial and organisational records you have maintained and kept Examples of where you have established, maintained and/or improved OHS management systems within the organisation, such as induction and/or training program Examples where you have applied the relevant aspects of OHS legislative frameworks to a situation within your organisation Examples of use of technology to produce, monitor and store organisational, safety and/or financial data Examples of situations you have taken action to identify hazards, assess and control risks using problem-solving skills and workplace data and information
BSBMGT515A Manage operational plan Yes No BSBOHS509A Ensure a safe workplace Yes No Elective BSBFIM501A Manage budgets and financial plans Yes No BSBCUS501A Manage quality customer service Yes No BSBMGT516A Facilitate continuous improvement Yes No BSBRSK501A Manage risk Yes No BSBPMG510A Manage projects Yes No Assessor’s signature Assessor’s name Date
3.2 Seek feedback from employees, clients and colleagues and use this feedback to identify and develop ways to improve competence. Q1, 1a, 1b, 1c, 2c , 3, 3a, 4, 6a, 6c, 6d, 8 T3 (TS) 8 3.3 Identify, evaluate, select and use development opportunities suitable to personal learning to develop competence. Q1, 2b, 2c, 3, 3a, 4, 6, 6a, 6b, 6c, 6d, 7, 7a, 8 T3 (TMS, CS) 5, 10 3.4 Undertake participation in networks to enhance personal knowledge, skills and work relationships. Q1, 1a, 1b, 1c 2b, 2c, 3, 3a 6, 6b,\ T3 (TS, JRE) 11 3.5 Identify and develop new skills to achieve and maintain a competitive edge. Q3, 3a, 2c, 4, 6a, 6c, 6d, 8 T3 (TMS, JRE) 5 Critical aspects of evidence Systems and processes (electronic or paper based) used to organise priorities and tasks, which show how work is managed Q3, 3a, 4, 5, 6a, 6d T3 (TS, TMS) 3, 4, 9 Personal development plan, with career objectives and an action plan Q3, 3a, 4, 5, 6a, 6d T3 (TMS, CS, JRE) 5 Knowledge of relevant legislation Q6a, 6c T3 (TS) BSBWOR501A Manage personal work priorities and professional development Required knowledge Principles and techniques involved in the management and organisation of: performance measurement personal behaviour, self awareness and personality traits identification personal development plan personal goal setting time management Q1, 1b, 2, 2b, 2c, 3, 3a, 6, 6b T3 3, 4, 5
3.4 Document performance in accordance with the organisational performance management system. Q2c, 4, 6a, 6c, 6d, 8 T1 (TMS, JRE) 1 3.5 Conduct formal structured feedback sessions as necessary and in accordance with organisational policy. Q1, 1a, 1b, 1c, 2c, 4, 6, 6a, 6b, 6c, 6d, 8 T1 (TMS, JRE) 1 Element 4 – Manage followup 4.1 Write and agree performance improvement and development plans in accordance with organisational policies. Q1, 1a, 1b, 1c, 4, 5, 6, 6a, 6b. 6d T1(TMS, JRE) 1 4.2 Seek assistance from human resources specialists where appropriate. Q1, 1a, 1b, 1c, 4, 5, 6, 6a, 6b. 6d T1 (TMS, CM) 4.3 Reinforce excellence in performance through recognition and continuous feedback. Q1, 1a, 1b, 1c, 6, 6b T1 (TMS, CM) BSBMGT502B Manage people performance 4.4 Monitor and coach individuals with poor performance. Q1, 1a, 1b, 1c, 2c, 4, 6, 6a, 6b, 6c, 6d, 8 T1 (TS, TMS) 1 4.5 Provide support services necessary. Q1, 1a, 1b, 1c, 4, 5, 6, 6a, 6b. 6d T1 (TMS, CM) 1 4.6 Counsel individuals who continue to perform expectations and implement the disciplinary process if necessary. Q1, 1a, 1b, 1c 2c, 4, 6a, 6c, 6d, 8 T1 (TMS, JRE) 4.7 Terminate staff in accordance with legal and organisational requirements where serious misconduct occurs or ongoing poor-performance continues. Q1, 1a, 1b, 1c 2c, 4, 6a, 6c, 6d, 8 T1 (TMS, JRE) Critical aspects of evidence Documented performance indicators and a critical description and analysis of the performance management system from the workplace Q4, 6 T1 (TMS, CM, JRE) 1, 2
Evidence Matrix The evidence matrix identifies how each of the questions in the Interview Question Bank (Section 3) and the Practical Tasks (Section 4) demonstrates competence against the elements, performance criteria and critical aspects of evidence, underpinning skills and knowledge. Cluster 3 – Managing and improving customer service Units of competency BSBCUS501A Manage quality customer service BSBMGT516A Facilitate continuous improvement Element Performance Criteria Question Practical Supplementary Evidence BSBCUS501A Manage quality customer service Element 1 – Plan to meet internal and external customer requirements 1.1 Investigate, identify, assess and include the needs of customers in planning processes. Q1 T7 (TS, TMS) 26 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers. Q1 T7 (TS, TMS, CM) 26 Element 2 – Ensure delivery of quality products and/or services 2.1 Deliver products and/or services to customer specifications within organisation's business plan. Q1, 2 T7 (TS, TMS, CM, JRE) 26 2.2 Manage team performance to consistently meet the organisation's quality and delivery standards. Q7, 8, 9, 10 T7, 8 (TS, TMS, CM, JRE) 27 2.3 Assist colleagues to overcome difficulty in meeting customer service standards leadership, supervision, coaching and mentoring. Q7, 8, 9, 11 T7, 8 (TS, TMS, CM, JRE) 27 Element 3 – Monitor, adjust and review customer service 3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards. Q3, 3a, 3b, 3c T7, 8 (TS, TMS) 25 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and/or services. Q3, 3a, 3b T7, 8 (TS, TMS) 24, 25, 247 3.3 Develop, procure and use resources effectively to provide quality products and/or services to customers. Q6 T7, 8 (TS, TMS) 26 BSBCUS501A Manage quality customer service
3.2 Ensure processes include documentation of work team performance to aid the identification of further opportunities for improvement. Q3b, 5 T7, 8 (TS, TMS) 24, 25, 26 3.3 Consider identified for further improvement when undertaking future planning. Q1, 2, 3, 3a T8 (TS, TMS) 24, 25 Critical aspects of evidence Examples of strategies and approaches to improve work outcomes or organisational functioning Q1, 2, 3, 3a, 3b, 3c, 4, 5 T7, 8 (TS, TMS, CM, JRE) 24 Methods for monitoring performance and customer service Q2, 3, 3a, 3d,4, 5 T7, 8 (TS, TMS) 25 Knowledge of continuous improvement models Q2, 3, 3d, 4, 5 T8 (TMS) 24, 25, 26 Required knowledge Continuous improvement models Q2, 3, 3d, 4, 5 T8 (TMS) 24, 25, 26 Quality systems Q2, 3, 3d, 4, 5 T7, 8 (TMS) 24, 25, 26 Required skills Innovation and lateral thinking skills to design better ways for achieving work outcomes Q4, 5, 5a T8 (TS, TMS, CM, JRE) 24, 25, 27 Leadership skills to gain the confidence and trust of others Q4, 5, 7, 8, 9, 10, 11 T7, 8 (TS, TMS) 24, 25, 27 Communication skills to communicate opportunities for improvement, and to and mentor staff Q3, 3c, 8, 9, 10, 11 T7 (TS, TMS, CM) 24, 27
Evidence Matrix The evidence matrix below identifies how each of the questions in the Interview Question Bank (Section 3) and the Practical Tasks (Section 4) demonstrates competence against the elements, performance criteria and critical aspects of evidence, underpinning skills and knowledge. Cluster 4 – Project and risk management Units of competency BSBRSK501A Manage risk BSBPMG510A Manage projects Element Performance Criteria Question Practical Tasks Supplementary Evidence BSBRSK501A Manage risk Element 1 – Establish risk context 1.1 Review organisational processes, procedures and requirements for undertaking risk management. Q1, 2 T10 (TMS, JRE) 29 1.2 Determine scope for risk management process. Q1 T10 (TS, TMS, JRE) 29 1.3 Identify internal and external stakeholders and their issues. Q1, 5 T10 (TMS, CM) 29 1.4 Review political, economic, social, legal, technological and policy context. Q1, 2, 5 T10 (TMS, JRE) 29 1.5 Review strengths and weaknesses of existing arrangements. Q1 T10 (TMS, CM, JRE) 29 1.6 Document critical success factors, goals or objectives for area included in scope. Q1 T10 (TS, TMS, JRE) 29 1.7 Obtain support for risk management activities. Q1 T10 (TS, CM) 29 1.8 Communicate with relevant parties the risk management process and invite participation. Q1, 3 T10 (TS, TMS, JRE) 29 Element 2 – Identify risks 2.1 Invite relevant parties to assist in the identification of Q1 T10 (TS, TMS) 29 2.2 Research risks that may apply to scope. Q1 T10 (TS, TMS, JRE) 29 BSBBSBRSK501A Manage risk 2.3 Use tools and techniques to generate a list of risks that apply to the scope, in consultation with relevant parties. Q1 T10 (TS, TMS) 29
4.3 Complete project documentation and obtain any necessary sign offs for concluding project. Q10a T9 (TMS, JRE) 28 Element 5 – Review project 5.1 Review project outcomes and processes against the project scope and plan. Q10a T9 (TS, TMS) 28 5.2 Involve team members in the project review. Q10a T9 (TS) 28 5.3 Document lessons learnt from the project and report within the organisation. Q10a T9 (TS, TME, JRE) 28 Critical aspects of evidence Development of a project plan Q6, 7, 11 T9 (TS,TMS, CM, JRE) 28 Details of monitoring arrangement/s and evaluation of the project plan's efficacy to address timelines and budgets of project Q3, 8, 9, 10 T9 (TS, TMS, CM, JRE) 30 Knowledge of relevant legislation Q2 T9 (TMS) 28 Required knowledge Relevant legislation from all levels of government that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws environmental issues OHS Q2 T9 (TMS) 28 BSBPMG510A Manage projects Required knowledge (continued) Organisational structure, and of authority and communication within the organisation Q7 T9 (TMS, JRE) 28