BSBRSK501 Manage risk

Assessment-3

BSBRSK501 Manage risk

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Assessment Outcome
Assessor Name:
Attempt	Satisfactory	Not Yet Satisfactory	Date	Assessor Signature
Initial attempt		
2nd attempt/Re-assessment		

Information for Student:

All work is to be entirely of the student.

General Information for this assessment: Read the instructions for each question very carefully. Be sure to PRINT your FIRST name & LAST name in every place that is provided. Short questions must be answered in the spaces provided. For those activities requesting extra evidence such as: research reports, essay reports, etc. The student must attach its own work formatted in double space, Arial 12 pts. All activities must be addressed correctly in order to obtain a competence for the unit of competency. If the student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment. Re-submission of assessment after the term will incur additional fees.

Re-assessment of Result& Academic Appeal procedures:

If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term. Re-assessment Process: An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal. Academic Manager will delegate another member to review the assessment. The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager or if need be an external assessor. The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. If the student is still not satisfied with the result, he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject. The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid. Academic Appeals: If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol. To appeal a decision, the person is required to complete the WSC- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, Western Sydney College (WSC), 55 High St, Parramatta NSW 2150, Email: Complaints@wsc.nsw.edu.au The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Chief Executive Officer will be final. Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy.

Assessment Task Requirements

You are required to complete and pass every task in the assessment in order to be deemed competent.

Assessment Schedule

Task	Due Date	Learner Sign	Trainer Sign Off	Comments
Assessment Task 3	Week 3

Comments/ feedback to student

Assessment Task 3: Risk implementation project

Task summary

This assessment task requires you to implement risk control measures from the risk management plan, as well as monitor and report on actions arising.

This assessment is to be completed in the simulated work environment in the RTO.

Required

• Access to textbooks/other learning materials
• Computer with Microsoft Office and internet access
• Customer Survey Results Memo
• Sales Data Analysis Memo
• Staff Survey Results Memo
• Performance Review Results Memo
• Sustainability Report

Timing

Your assessor will advise you of the due date of these submissions.

Submit

• Email with the following attached:

• staff training report
• completed usage record
• customer questionnaire
• Email with risk monitoring report attached.

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Assessment Task 3 Instructions

Carefully read the following information:

Assume that the CEO of NatureCare Products has indicated that he wants you to prioritise treatment of a number of risks as follows:

Inability to attract sufficiently qualified staff

One of the risks identified in the risk management plan is the inability to attract sufficiently qualified and knowledgeable staff to manage the new retail stores. The risk treatment identified is to invest in the training and development of existing staff to fulfil this role, at least in the short term.

It has been identified that at least two of the existing customer service representatives are interested in taking on this new role. Neither of the two customer service representatives have managerial skills nor knowledge, but they both have excellent company and product knowledge, as well as customer service skills.

Unsustainable workplace

Another risk identified in the risk management plan is increased costs to the business through inefficiencies in resources usage. Given that the business is set to expand, it is of key importance that resources are used sustainably and efficiently. The CEO wants to implement the risk treatment of measuring the company’s environmental sustainability and resource usage, commencing with the head office location.

Low customer satisfaction

A further risk identified as a priority is the any threat to customer satisfaction. Given that the business is expanding, customer satisfaction will be crucial. The risk treatment identified is to develop a customer questionnaire that can be used to measure customer satisfaction.

You have been directed to implement strategies to reduce the risks posed.

Complete the following activities:

1. Write a report on staff training options

Review the case study information and then research a range of potential training options for the customer service representatives, including both on and off the job options. Identify at least three suitable options.

Then develop a short report outlining your recommended option/s for the training, including a rationale for each recommendation.

Include the details of each recommended training option, including a summary of the training to be provided and outcomes, location, costs and duration as applicable.

Save this document as Staff Training Report.

As a guide, your staff training report should be 1 to 2 pages long.

2. Undertake an inspection of head office

Assume that, given the CEO’s concerns, you are to complete an inspection of head office (this will be the RTO as the simulated environment) to identify environmental sustainability and resource usage issues and to identify and report on possible solutions.

You will therefore undertake an inspection of the RTO facility using the environmental sustainability and resource Usage Record Template.

Record at least 3 actual or potential environmental sustainability and resource usage issues that you found during activity one.

Your assessor will advise you of the date and time of the inspection and will observe you conducting the inspection.

3. Develop a customer questionnaire.

You are required to develop a questionnaire that can be given to customers to fill out when they have made a purchase in one of NatureCare’s retail outlets.

The questionnaire should contain eight questions that measure customer satisfaction and can be answered on a sliding scale from 1 (which is don’t agree at all) to 10 (which is totally agree).

Customers should be able to circle the most appropriate response with a pen or pencil while they are in the shop and hand it back to the sales personnel when they are finished.

Develop questions that encompass as many aspects of the customer’s experience as possible.

Use language that is polite and friendly.

There should be a space under the questions for responders to give written feedback on their experience(s) if they wish.

Create a new Word document for this activity and save it as Customer Questionnaire.

The questionnaire should fit on two sides of an A4 page.

4. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachments and seek their feedback and approval to move forward with the project.

Attach the following to the email:

staff training report

usage record

customer questionnaire

The CEO will send you an email providing comments and approval to proceed with the training course that they select from your report.

It is six months later, and you are monitoring the implementation of the risk treatments to ensure sufficient qualified staff, a sustainable and efficient workplace and high customer satisfaction.

Assume also that both managers participated in a formal, nationally recognised course in management, which they completed over the last six months.

You have been provided with the following information by your team, which you will use to monitor the implementation of the action plan:

• The new Human Resources Manager has provided you with performance review information for the two Managers in a Performance Review Results Memo, as well as a staff survey conducted to assess employee satisfaction in a Staff Survey Results Memo.
• The Marketing Manager has provided you with sales analysis for the last six months in a Sales Data Analysis Memo, as well as a memo about a recent customer survey. Customer Survey Results Memo
• The Office Manager has provided you with a Sustainability Report.

5. Write a risk monitoring report.

In order to monitor the implementation of your action plan you are required to review the following documents:

Customer Survey Results Memo

Sales Data Analysis Memo

Staff Survey Results Memo

Performance Review Results Memo

Sustainability Report

Develop a risk monitoring report that provides a summary of the data provided to you and document what the data shows in relation to the effectiveness of the action plan.

Identify any additional risk control measures, which you believe should be put in place as relevant.

Your report should be 1 to 2 pages long.

6. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachment.

Attach your risk monitoring report to the email.

Assessment Task 3 Checklist

Student’s name:
Did the student:	Completed successfully	Comments
Yes	No
Implement the risk management action plan by identifying appropriate training programs for staff?
Implement the risk management action plan by conducting a sustainability inspection?
Implement the risk management action plan through developing a customer questionnaire that can be used to survey customers?
Demonstrate the ability to monitor the action plan through reporting on the outcomes of staff training, the sustainability inspection and implementation of the customer survey?
Monitor action plan giving recommendations on future actions?
Task Outcome:	Satisfactory 	Not Satisfactory 
Assessor signature
Assessor name
Date