SCENARIO
You are the manager of a busy department within a large organisation. Your team consists of full time and part time staff with different working patterns. There are a wide range of customers who access services. Your team is required to handle confidential and sensitive information. There are three ways the team interacts with customers – digital, face to face and via the telephone.
Three organisational objectives have been developed by the senior management team. These are to:
- reduce the number of complaints by 5%
- increase the number of customers using the service
- implement new ways of working with customers
» TASK 2a
Create an operational plan based on the scenario above. The operational plan must be for a minimum of three months and it must be in line with organisational objectives. The operational plan should be completed using the CMI template on pages 5-6.
COMPLETE THE TEMPLATE
| Operational Planning Template | |||
|---|---|---|---|
| Objective | Tasks | Resources | Responsibility Timescale |
| Overall purpose of the operational plan: | |||
| Risks and contingency | |||
Guidance for completion of Task 2a
- This may be based on the scenario given above or an area of responsibility in an organisation you know well or have researched.
- The operational plan must show a clear link to organisational objectives and be based on one area of work.
- If required, the CMI template can be adapted or extended.
» TASK 2b
For the operational plan presented for Task 2a, write an account which:
- Examines the impact of legal and organisational factors on the operational plan (AC2.1)
- Assesses the ethical requirements that influence the operational plan (AC2.2)
Guidance for completion of Task 2b
- You are encouraged to consider the use of well-chosen examples from an organisation you know well or have researched.
- You are not required to include every piece of legislation, organisational policy and procedure in your account. You should focus on those you feel are essential to operational planning.
INSERT YOUR ANSWER IN THE SPACE PROVIDED BELOW
» MANAGING AND MONITORING AN OPERATIONAL PLAN
Successful delivery of operational plans requires not only the ability to lead and manage, but also the knowledge of techniques for problem-solving and decision-making and methods to monitor progress and measure outcomes.
» TASK 3
For the operational plan presented for Task 2a, you are required to write an account of how the operational plan may be monitored and managed. The account must:
- Assess methods of managing and leading the delivery of an operational plan (AC3.1)
- Examine techniques for problem-solving and decision-making (AC3.2)
- Evaluate methods to monitor progress and measure the outcomes of operational plans (AC4.1)
Guidance for completion of Task 3
- The account should include sub headings. You may choose to include tables and diagrams (as appropriate).
- Your discussion should be underpinned with relevant theoretical principles.
- You may include good practice examples from an organisation you know well or have researched.
INSERT YOUR ANSWER IN THE SPACE PROVIDED BELOW
» REFERENCING
Use the space below to list any external sources directly used in your assessment:
» BIBLIOGRAPHY
Use the space below to list any external sources used in your research and wider reading but not directly used in your assessment.
TO BE COMPLETED BY THE TUTOR
| Learner name: | Date: |
| Centre name: | MOL |
Overall assessment result: Pass/Refer