Assignment Task
Overview
Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you understand and adhere to the terms and conditions, and address fully each assessment task.
Case Study A – Change requirements
You are an area manager for a fast-food restaurant chain, and one of your restaurants is underperforming in terms of:
Poor management
Poor customer service
Underperforming in terms of profit month on month.
You have also received numerous customer complaints about:
Customers being left waiting for too long
Rude or unresponsive team members
Order errors
Staff leaving early and arriving late for shifts.
On further investigation, you have established that members of the service team are being allowed to leave early on their shifts, and are not getting reprimanded when they arrive late. They are often left to talk amongst themselves when customers are waiting in the restaurant. These actions are affecting the day-to-day operations of the restaurant, and the restaurant is underperforming month on month in comparison with similar size restaurants in your area.
Your company objective is ‘to improve customer and operational services’ within this restaurant, and you need to address the issues of poor leadership and incompetent staff.
From a provided case study, complete the following tasks
Identify how you will address the issues within this restaurant
Determine what changes you will need to make to ensure that the restaurant improves staff leadership and performance to meet the company objectives.
How would you meet the company’s objective in terms of the performance gaps within the team?
How would you meet the company’s objective in terms of the threat to restaurant performance in line with company expectations?
How would you meet the company’s objective in terms of the decisions made by the store manager on staff protocol?
After the implementation of the organisational changes in the restaurant, outline risks and opportunities that could emerge for the company.
Explain your answers clearly.
Assess risks that you have identified whether they need an improvement.
Assess opportunities that you have identified whether they need an improvement
Due to the Covid-19 pandemic situation, the restaurant changes its service from 100% in-store service to 50% in-store service and 50% online delivery service.
The management team assess risk and expected monetary value provided below.
Risk
Probability
Impact
Risk Exposure
(Probability*impact)
A
80%
$10,000
B
20%
$5,000
C
10%
$25,000
D
70%
$30,000
Case Study B – Rebranding
You run your own business in painting and decorating, and you have recently decided to rebrand your business. This is due to another painting and decorating company with a similar name that receives negative feedback and has a bad reputation. You have found that customers are getting you mixed up and are leaving you bad reviews instead of them.
Rebranding seems the most appropriate action to disassociate yourself from the negative publicity.
However, due to the rebranding, you will need to:
Be prepared to spend money on the rebrand
Rename your company
Reconsider your company’s slogan
Change the signage on your company vehicle
Contact all current customers to inform them of the changes
Rebuild your brand identity.
Identify relevant stakeholders, specialists, and experts who you should consult with?
Imagine that you are a business owner of the painting and decorating store, you are required to consult stakeholders such as a business partner, marketing team, Head of Human resources, and external artist about the rebranding. Draft a presentation which you will take to explain to your stakeholders. The presentation can be in a form of text, table, graph, picture, PowerPoint slide, and video. Outline the actions that you are going to take in a rebranding process to improve your company’s opportunities.
You should include the following in your answer
Explain the reasons why you are rebranding and the process you will take
Explain the risks and the opportunities associated with the process
Contain only significant information
Be accurate, concise, clear, and without spelling or grammatical
Make a group of 3-4 people or as instructed by the
Refer to Case Study C – Investor support
You run a small family company with three employees, including yourself, selling T-shirts online. You have recently found that you are struggling with the rising costs of running the business, and you need to make some operational changes to ensure you can keep going.
Your investor has said they will help you with the required funds to ensure your company is more secure, but they want to know what resources you will need to manage the company finances and how you will report back to them regularly to keep them updated on the progress.
What resources you will need to manage for the company finances.
How you will report protocols regularly to the relevant stakeholders based on the case study.
Objective
To provide you with an opportunity to develop communication or education plan, in consultation with relevant personnel.
Work in a group of 3-4 people or as instructed by your trainer, then make note in your workbook.
When developing communication plan or education plan, how can you know relevant personnel?
Develop either communication plan or education plan. Use the topic below as guideline to help with this activity.
Communication plan – A plan to increase employee communication across your organisation
Education plan – Arrange training for all team members to deal with operational change
If you choose to do Communication plan, ensure you include the following elements:
Communication Strategy
Target Audience
Key Message
Frequency of Communication
Change Team Member Assigned
Expected Implementation Date
Expected Outcome
Promotion of Benefits of Organisational Change
On the other hand, if you select to do Education plan, please ensure that you include the following requirements:
Training Strategy
Target Audience
Facilitator
Expected Timeframe
Expected Outcome
Refer to Case Study D – Restructuring
You are the owner of a small company that provides cleaning services for local bed and breakfast accommodations. You currently have five cleaners working for you, and you have found recently that your time is being consumed by the management of your personnel rather than the needs of the business.To rectify this problem, you have recently appointed a new team manager that will take care of the day-to-day running of the company and the care of your five personnel. The appointment will allow your company to become more competitive and continue to function more practically, freeing up more time for you to manage the financial and operational sides of the business
Based on Case Study D, you need to arrange an update on the new procedures for the staff members.
How would you manage and implement these activities effectively?
Please ensure that you include the below requirements in your answers:
The introduction of the new team manager
How the day-to-day procedures will change
How you will monitor and update the staff members.
Objective
To provide you with an opportunity
to assess performance of communication or education plan against objectives.
to identify and respond to barriers to the change according to risk management plans and organisational objectives.
Refer to Case Study E – Communication issues
Your company has released the latest key objective for staff:
To improve communication between employees.
You are a team leader and you have found that your work team is not communicating well together through an operational change. A new system has been utilised to monitor traffic on your social media pages and requires the team to work together to ensure important information is captured.
You have identified three members of the team who are not engaging with the others:
Anna does not communicate with the rest of the team; she expects the others to know what she is doing, and she often fails to update the others on her progress
Adam is reluctant to speak to others and keeps himself to himself. He has good technical knowledge that could help others but often fails to share this with his team
Clara is seen as being unfriendly and a little unapproachable; she does not make eye contact with others, and often keeps her head down when she is working. She only speaks when she is spoken to and never offers to help others.
Read the case study and write a report that specifies the communication issues and what needs to be resolved to meet the company objective.
In your report, you must identify:
What the issues are.
Who got involved?
How this impacts the company objective.
How would you resolve by using communication or education plan?
How would you assess the performance of your communication or education plan against an objective?
From a case study E, you have found that the three members of staff are not complying with the suggestions you have already made to improve the communication in the team. They are continuing to work individually and are not coming together to help meet the organisational objective.
Outline three different reasons you could identify why the team is not communicating with each other
Explain how you can respond to the issues to ensure your team is meeting the company objective.
Refer to Case Study F- Change requirements
You are the manager of a hotel that currently employs 20 team members. To increase revenue, your senior management team had initially released a plan to refurbish a large room at the back of the hotel and start offering the opportunity for companies to hold corporate events.
Your current hospitality team members are fully trained to work in the restaurant, and the bar and you were in the process of arranging training for the existing staff to work in the new function room.
Explain how you will modify education plan to meet the company objectives change.
This must include:
Arranging training for 15 members of the team to work in the new corporate room
Explaining how you will select five members of the team for redundancy.
