BSBHRM611 Contribute to The Organisational Performance Development - Case Study Assignment Help

Assessment Task 3 - Project                                                                                                  

This assessment task requires you to take on the role of HR Manager in Online Media Solutions.

In this assessment task, you will be required to demonstrate your skills and knowledge to contribute to the organisational performance development program for the organisation given in the case study.

To do so, you must complete the following activities:

·         Activity 1: Contribute to the establishment of organisational performance planning

• Activity 2: Contribute to the development of organisational performance development program tools and materials

·         Activity 3: Facilitate the improvement of organisational performance

• Activity 4: Recommend improvements to the performance development system in response to collated data

Case study

Online Media Solutions is a marketing and web development business based in Melbourne, Australia. From idea to design, development and marketing, we achieve results for our clients and grow their business.

We have ventured into the web service industry to offer our superior and unique services to small businesses and organisations. Our experience and expertise in web sales and e-commerce give us the backing to provide solutions that are currently lacking in the market.

There is an all-time high demand for web development and marketing for small businesses with signs of rising further. Interestingly, few web developers have taken advantage of this opportunity, leaving the industry with no dominant provider.

The high costs of the projects and the focus on more prominent companies and organisations could be the contributing factor as to why this market remains untapped. We have a system that will reduce the project costs dramatically, giving us the opportunity to offer quality services at reduced prices.

Mission

Our professional team of specialists with industry expertise deliver solutions not only for leading brands but also for non-profit organisations and innovative start-up businesses. We aim to reach success by providing unique yet creative solutions to our customers that will elevate their online presence.

Our vision

Quality web solutions with a sound technical foundation that enable our clients to impress their customers and improve their online image worldwide. We want to make our customers stand out in the online environment and become the leading provider of online services for small and medium-sized businesses.

Keys to success

• We will offer quality web services to small businesses and organisations at affordable prices.
• Customised and tailored services.
• Establishment of alliances and partnerships with internet service providers and organisations involved in computer consultancy

Services offered

We offer the following services to our clients:

• Interface and Web Design Services
• E-commerce
• Web development
• Responsive web design
• WordPress Development Solutions
• HTML and CMS Development Services
• Coding
• Graphic Design
• Application development
• Online marketing
• Search Engine Optimisation
• Pay Per Click (PPC) Marketing
• Content marketing
• Social media marketing
• Online Email Marketing
• Copyrighting

o Content and Production Copyright

• Web hosting and support

Values

• Quality service to our clients
• Integrity and accountability
• Reliability
• Quality
• Innovation
• Respect

Organisational Chart

Strategic objectives and operational plan

Strategic objectives:

The strategic objectives of Online Media Solutions are as follow:

• Increase brand awareness/presence by at least 20%
• Send out newsletters to potential clients
• Place adverts on various business publications and journals with a wide readership.
• Use social media platforms for marketing our services
• Establishing a reputation for exceptional customer service and end to end solutions and achieve a customer satisfaction rate of 90%.
• Providing excellent customer services by resolving the customer issues within 24 hours
• Ensure quality services are delivered within the specified timelines
• Implement customer relationship management system
• Implement loyalty programs to retain clients
• Enhance our customer value proposition
• To target net profit margins of 30% in the first year and 40% in the second year by improving operational efficiency
• Reduce cost and improve process efficiencies
• Improve operating margins
• Improve cash flow and reduce debts
• Supporting staff performance by offering ongoing training and professional development
• Conducting performance reviews on a regular basis and address the areas of development by offering training and professional development
• Ensure the currency is knowledge is in accordance with the industry standards.
• Have continuous improvement systems in place that focus on employee’s skills development

Operational plan: Customer service department

Objective: Establish a reputation for exceptional customer service and end-to-end solutions and achieve a customer satisfaction rate of 90%.
Strategy	Actions	KPIs	Responsibility	Date
Implement     a CRM system	Research CRM systems and identify the system that best suits the organisation	Upsell revenues Average time	Customer                 service team	Q1
	Create a CRM implementation team	to last follow- up (sales)
	Create a change management plan	Survey ratings
	Implement the CRM system
Implement loyalty   programs	Planning the loyalty program	% increase in revenues   Customer retention    life span	Customer                 service team	Q1
	Developing the loyalty program considering the organisational requirements and analysis of customer preferences
	Implement    the   customer                  loyalty program

 Position descriptions (Customer service team)

The roles and responsibilities of the customer service team members are as follow:

Customer service manager:

Job description: Customer service manager   A Customer Service Manager role primarily involves communicating with customers either via phone, e-mail or face-to-face in relation to a product or service, plus potentially overseeing a team of Customer Service agents. A Customer Service Manager job description will describe the representative as acting on behalf of the company, so it is paramount that they know and understand the company values and always act in a professional manner, using language that aligns with that of the company. Customer Service Manager duties and responsibilities of the job The Customer Service Manager is responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers or clients. A Customer Service Manager job description generally includes: ·         Delivering a comprehensive service to inquiring customers
	BSBHRM613 Contribute to organizational performance development – Student Pack		Version 1.0	Dev: 5/2021
	Developed by: CAQA	CRICOS 02856B	RTO 21984	Review: May 2022
	Nova Institute of Technology			Page 32 of 134

Customer service representative:

As a Customer Service Representative, it is your responsibility to assess and fulfil customer needs by exerting a great deal of knowledge, empathy and professionalism. You are people-orientated and adaptable, with outstanding problem-solving skills. Being a constant point of contact for customers, you have the opportunity to create and/or completely transform a customer’s experience with our company. For this reason, it is integral that you are friendly and well-informed in your approach. To succeed in this role, you will have: ·         Strong written and verbal communication skills ·         Confidence on the phone ·         Basic data entry knowledge ·         Ability to multitask, prioritise and manage time effectively ·         Ability to retain and recall important information
	BSBHRM613 Contribute to organizational performance development – Student Pack		Version 1.0	Dev: 5/2021
	Developed by: CAQA	CRICOS 02856B	RTO 21984	Review: May 2022
	Nova Institute of Technology			Page 33 of 134

Sales representative:

A sales representative will be responsible for generating leads and meeting sales goals. Duties will include sales presentations and product demonstrations, as well as negotiating contracts with potential clients. In this role, the employee needs to have a deep understanding of the sales process and dynamics and also superb interpersonal skills. Previous experience in a sales role is an advantage. Sales Representative Responsibilities: ·         Generating leads ·         Meeting or exceeding sales goals. ·         Negotiating all contracts with prospective clients. ·         Helping determine pricing schedules for quotes, promotions, and negotiations. ·         Preparing weekly and monthly reports. ·         Giving sales presentations to a range of prospective clients. ·         Coordinating sales efforts with marketing programs. ·         Understanding and promoting company programs. ·         Obtaining deposits and balance of payment from clients. ·         Preparing and submitting sales contracts for orders. ·         Visiting clients and potential clients to evaluate needs or promote products and services.
	BSBHRM613 Contribute to organizational performance development – Student Pack		Version 1.0	Dev: 5/2021
	Developed by: CAQA	CRICOS 02856B	RTO 21984	Review: May 2022
	Nova Institute of Technology			Page 34 of 134

Organisation’s commitment to performance management

Online Media Solutions is committed to improve their existing organisational performance development program which is not meeting the existing industry standard and not even benefiting the organisation, as the attrition rate is high for Online Media Solutions.

Online Media Solutions is planning to introduce new organisational performance development program which will ensure that employees perform to a high standard. The objective of this performance management system is as follow:

• Clarifying job responsibilities and expectations.
• To align and    build individual    objectives    along    with the organisational objectives of the
• To enhance the skills and personal development of employees.
• To encourage work and working systems that help all employees in fulfilling their business goals.
• Optimising employees’ individual performance
• Improving communication between employees and managers.

Selection of Organisational performance development program

Online Media Solutions is planning to implement new performance management program, so while selecting the new program, and need to ensure that it benefits both employee and employer. New Organisational performance development program will enable easy communication between employee

and manager. Managers should be able to keep an eye on the progress of the employees, appreciate their work, provide training or train the new employees.

Further requirements for development of Organisational performance development program

Having the consent from the relevant stakeholders and selection of the new performance development program need to ensure below tasks so as new program can be implemented without any hassle.

• Design a format in which performance development will be evaluated and reviewed.
• Design a Standard Operating Procedure (SOP) including roles and responsibilities.
• Organise training program from department head to brief about Organisational performance development program and his/ her role for the same.
• Cross verify the Key performance Indicators and check if they are aligned with organisational

Your roles and responsibilities

You are working as Human Resource Manager in your training organisation. You oversee all the operations of your organisation and manage the performance of the staff members, including:

• Work allocation according to organisational requirements and operational plans
• Reviewing performance
• Rewarding excellence and providing continuous feedback

As part of your job role, you have the following job responsibilities:

• Determine benefits and need for organisational performance development.
• Specify organisational performance development program purpose and its objectives.
• Consult with key stakeholders and develop organisational performance development program plan with appropriate outcomes.
• Design management structures and wider support requirements.
• Establish organisational performance development program modes and methods.
• Determine methods and resources required to report organisational performance development program outcomes.
• Develop means to report and collate outcomes of organisational performance development.
• Develop range of tools and resources according to organisational performance development program modes and methods.
• Establish organisational performance development procedures.
• Establish procedures and requirements encompassing key accountabilities and responsibilities.
• Consult with relevant stakeholders and establish plans required for personal growth.
• Address cultural differences and diversity issues in all organisational performance development
• Use data and reporting tools and monitor organisational performance development.
• Ensure Record-keeping and reporting requirements according to organisational policies and
• Evaluate organisational performance development program against agreed outcomes and report through relevant management structures.
• Document improvement opportunities for future organisational performance development programs based on program evaluation

Project 

In this assessment task, you will be required to demonstrate your skills and knowledge to contribute to the organisational performance development program for the organisation given in the case study.

To do so, you must complete the following activities:

·         Activity 3.1: Contribute to the establishment of organisational performance planning

• Activity 2: Contribute to the development of organisational performance development program tools and materials

·         Activity 3.3: Facilitate the improvement of organisational performance

• Activity 3.4: Recommend improvements to the performance development system in response to collated data

The roles and their responsibilities: Relationships with stakeholders such as staff members and Operations Manager

The assessment task requires you to communicate with a number of organisational stakeholders. The main roles applicable to the assessment task includes:

Role number 1: Supervisor: The Supervisor is the individual who supervises or is in charge of the organisation. They belong to a higher rank or status. Their job role and responsibilities are:

• Assign a team to you to complete the project.
• Assist you in understanding the task requirements.
• Provide you with information about job roles and responsibilities.
• Supervise you in completing the assessment task and requirements.
• Provide you with the resources required to complete the assessment activities.

Role number 2: Managers: Managers are the co-workers. Their job role and responsibilities are:

• Assist you in completing the project on time
• Participate in a healthy and open discussion
• Communicate and collaborate with you for required assessment activities

Note:

• The trainer/assessor will take assign a supervisor to the student. The Supervisor can be your trainer or assessor or a different trainer or assessor or a staff member (including mentors) from the training organisation.
• The trainer/assessor will assign the role of two (2) internal stakeholders/managers to the staff
• Customer service manager
• Operations Manager
• Each student will be assessed individually for all assessment activities.

Task requirements

• You will be assessed on your technical knowledge and skills to complete this project.
• You will be assessed on working in a team environment and meeting your job role and
• You must follow the instructions provided by the Supervisor.
• All individuals must complete their role and assigned responsibilities and meet the specified
• The task must be completed in the specified timeframe.