BSBWOR501 Enterprises Operational Plan Assessment 代写


Part B - Project
 
Task overview and context:
You have received an email from Gina Harris, Human Resources Manager:
Subject: Personal development plan
Hello:
As you are aware, BizOps Enterprise encourages and supports its staff to reach their potential through mentoring, coaching and professional development to ensure their personal goals and those of the organization are met.
To this end we would like you to prepare a personal development plan that outlines your career objectives, personal goals, professional development activities and potential training required, with actions required clearly stated.
I’ve been thinking about the issues we have been having with our customer services team this year, as evidenced of number of customer complaints. You mentioned in our last monthly meeting that you believe people in your team are experiencing stress and do not have a good work-life balance. I encourage you to consider training or mentoring for yourself in the fist instance, which may be also be useful for others in your team at a later stage.
I recall other discussions we have had: while you feel you are currently competent, you know you need to keep up to date with WHS matters to be an effective health and safety representative. You also want to gain the advanced Diploma in leadership and management but aren’t sure how to approach this as you learn best through demonstrations and being able to ask questions face to face rather than online. You have said that one of your career goals is to improve your networks and perhaps join a professional association
Your role as customer service manager includes a responsibility for promoting continuous improvement in your team and in the organization as a whole. You are required to consider your needs for training and further support with this aspect of your role
Below you will find a to-do list. And a list of unscheduled events that have occurred today.Refer to the ‘Instructions to the candidate’ section for a detailed description of what is required in this project. You will need to make use of relevant BizOps policies and your position description.
Regards,
Gina Harris, Human Resources Manager
 
 
To-do list –Monday

Time	Task	Priority (H,M,L)	Notes
9.00 am	Read draft of improved Customer Service Charter and highlight changes for senior exec mtg 3.00 pm Thursday.	L
9.30 am	Research trends in customer service policy and management for next week’s staff meeting.	L
10.00 am	Interview with Craig Bullen for sales rep position.	H
10.30 am
11.00 am	Call customer Mrs. Janice Smithers regarding her complaint about the long wait time until she received the product- explain BizOps process and arrange for next delivery to be free as compensation.	M
11.15 am	Meet team to discuss: Ÿ   New procedures for communicating with on-the-road sales reps. Ÿ   Updating feedback form that is attached to product. Ÿ   Improved online feedback form	H
12.00 noon	Meet with Liz to discuss coordination of sales/marketing promotion.	L
12.30 pm	Lunch

Task overview and context:
Unscheduled events that have occurred today:
Ÿ   Sales rep Roxanne bursts into your office, upset because a customer has verbally abused her on the phone and is threatening to sue BizOps. The irate customer insists on speaking to you.
Ÿ   Gina, the HR manager, telephones to ask you to come to her office when you have a spare minute to discuss a situation that has arisen with the recruitment agency she is currently dealing with
Ÿ   Craig Bullen, the interview candidate, telephones to say he will be  minutes late
 
Instructions to the candidate:
Read the information that has been provided. You will also need to access the following documents:
Ÿ   Organization operational plan
Ÿ   Work-life balance policy
Ÿ   Professional development policy
Ÿ   A copy of your position description
Use the information provided to you in the email to complete the following task. As your work ethic could have a significant effect on the work culture and patterns of behavior of others in your workplace, your response must reflect the level of responsibility of a customer service manager. ( 1000 words)
1.       Produce a document that describes how you prioritized the competing demands for your time on Monday morning.
2.       Prepare a form asking for feedback to help you identify ways to improve your competence. The form should be suitable to give to colleagues, staff and customers.
3.       Create a personal development plan in accordance with the BizOpsorganizational plans and policies that outlines your:
Ÿ   Career objectives
Ÿ   Personal goals, aligned with BizOps’ plans and directions
Ÿ   Personal skills and knowledge assessed against units of competency BSBUS501 Manager quality customer service and BSBMGT516 Facilitate continuous improvement (these units can be found at www.training.gov.au)
Ÿ   New skills that need to developed
Ÿ   Training and development opportunities
Ÿ   Networking plans to help develop new skills
Ÿ   An action plan for implementation.
4.       Prepare a plan in accordance with your organizational requirements that promotes a healthy work-life balance; it should be suitable to use with your team or in a whole-staff presentation.
 BSBWOR501 Enterprises Operational Plan Assessment 代写
Project submitted:

1. A document describing how you prioritized competing demands for the workday
2. A form asking for feedback to help identify ways to improve my competence
3. Apersonal development plan
4. A plan to promote a healthy work-life balance for staff

BSBWOR501 Enterprises Operational Plan Assessment 代写