BSBLDR602 | Assessment Task 1–Written Questions

All answers must be given in a minimum 300 words or more

1. Explain the policies and procedures in an organisation that relate to providing leadership.
2. As a leader/manager in the workplace, how do you apply business ethics to your leadership style and the organisations mission, objectives, and values?
3. Explain a process you would use to establish and maintain a positive work environment for both individuals and teams.
4. Explain what it means for an organisation to have a mission, purpose and values.
5. Why should an organisation have objectives?
6. Why should an organisation have plans and strategies?
7. What is a regulatory requirement? Provide an example.
8. Why should an organisation have change processes in place?

Assessment Task 2 – Case Study

Bayside Call Centre Organisational Portfolio. Relevant documents may include:

• Business Overview
• Documented policies and procedures that are currently in place within the business.
• Position Descriptions

Part A –Report(1500 words min)

Quality Improvement Report

Introduction

Background

Overview of the situation

Goals/objectives of the teams/Individuals

Values and standards of the company

Action plan for the company

Sr	Goals	timeframe	Assigned to	Actionsneed to be taken	Status

 

The team as well as individual KPI’s

Sr	Name of the Team/ Individuals	Goals	Required Key performance indicators
1
2
3
4
5
6
7
8
9
10

 

New systems for call centre and their use:

Communication plan

Sr	Mode of communication	Time	Date	Location	status
1
2
3
4
5
6

 

RequiredLeadership competencies and skills

Conclusions/Suggestions:

Part B – Situation Analysis & Improvement Plan

1. Investigate the complaints or issues raised 500. Words

2.Report the possible reasons & resolution.500 Words

3. Improvement plans.500 Words

SN	Identified Problems	How to correct	Resources Needed	Time Frame
1
2
3
4
5
6
7

 

Part C – Professional Development

Example:Webinars, Online trainings, Online meetups, Newsletter, Networking events, Representations, Books, Research papers etc

SN	PD activity	How it Helps	Organization	Date
1
2
3
4
5
6
7

 

Assessment Task 3–Role play

Following the Case Study Report made in Assessment Task 2 Part A, you are to have a meeting with the Call Centre teams, where you will be explaining the KPI’s and responsibilities that you have created.

Part A – Team Meeting

• Handouts with information regarding the KPI’s (PPT/Handout)

• Company goals & objectives,
• Company values and standards
• Team KPI’s

• Employee Handbook or some relevant policies & procedures
• Plan for systems training (dates & inclusions)

SN	Name of the training	Provider	Date	Location
1
2
3

Part B – Individual Meeting

Class Activity