technology pty ltd abn 86 116 018 412 national provider O t h e r

Question 3

Read the case study answer the questions that follows.

Mariana is the area manager of a large retail clothing chain. In a recent meeting with her store managers, she hears anecdotal evidence that returns seems to have increased dramatically this quarter. She decides to take a closer look at what’s going on so that she can address the situation.

During her research, Mariana discovers that there have been several complaints from customers about the feedback tool on the organisation’s website. It seems there isn’t enough space in the comments section for customers to leave a detailed enough description of their problem and they are forced to wait for extended periods on a telephone hotline, which further angers them.

a) What should Mariana’s objective be?

b) Explain in a paragraph how could Mariana undertake research and analysis to

achieve that objective? Describe the process she could undertake.

c) How could Mariana organise the data and present the findings from her research?

BSBINM601Assessment Task 1 v1.2 Page 1 of 3

Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888

Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

d) What adjustment could Mariana make to improve this situation?

Question 4

a) Explain in a paragraph why the decisions you make should reflect your organisation’s values, objectives and procedures.

b) What part does the role of risk management play in decision-making?

c) What are some possible consequences of not conducting a risk analysis?

d) Describe in one paragraph how you would ensure that decisions taken are within

the delegated accountability.

e) List three quantitative methods you might use to assist decision-making.

f) List three strategies you might implement to ensure that organisational

procedures and regulatory requirements are met when a decision is made.

Question 5

Read the case study and then answer the questions that follow.

Case study

Ella works for a company with 45 staff. She is asked to prepare procedures for a new performance management system that is being introduced to improve work performance. The new system includes an online personal performance checklist, a face-to-face meeting with the employee’s manager, and a professional development plan to be completed online.

Ella finalizes the procedures and has now been tasked by her manager to develop a communication strategy to implement the system. Her audience is to be the Board and the CEO, the executive management team, managers, all staff. Ella decides to present the information to the various audiences in different ways and at different times to suit their needs and backgrounds. Ella needs to ensure the whole staff is present, the information is presented in a positive way to ensure everyone understands what the new performance management system is about. She realizes that the staff is made up of people from different backgrounds and with different abilities and responsibilities. Ella prepares by formulating and checking the information and planning the best way to disseminate it.

BSBINM601Assessment Task 1 v1.2 Page 2 of 3

Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888

Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184

a) Complete the following table as part of Ella’s communication plan

Item

Comments

Objective

Information checked for accuracy, sufficiency, currency and relevance

Audience

Location

Dissemination methods

Time line

Policies/procedures to be met

Security/confidentiality status

Action

Supporting documentation

b) Prepare a checklist to record the information Ella disseminates to the staff during her communication plan and how this information in your organisation.