BSBRSK501 Manage RiskAssessment Task 2 – Project and Report

PART A

Task summaryThis assessment task requires you to implement risk control measures from the risk managementplan, as well as monitor and report on actions arising.Required• Access to textbooks/other learning materials• Computer with Microsoft Office and internet access• Customer Survey Results Memo• Sales Data Analysis Memo• Staff Survey Results Memo• Performance Review Results Memo• Sustainability ReportSubmit• Email with the following attached:o staff training reporto completed usage recordo customer questionnaire• Email with risk monitoring report attached.Assessment criteriaFor your performance to be deemed satisfactory in this assessment task, you must satisfactorilyaddress all of the assessment criteria. If part of this task is not satisfactorily completed, you willbe asked to complete further assessment to demonstrate competence.

Carefully read the following information:

Assume that the CEO of NatureCare Products has indicated that he wants you to prioritisetreatment of a number of risks as follows:• Inability to attract sufficiently qualified staffOne of the risks identified in the risk management plan is the inability to attract sufficientlyqualified and knowledgeable staff to manage the new retail stores. The risk treatmentidentified is to invest in the training and development of existing staff to fulfil this role, at leastin the short term.It has been identified that at least two of the existing customer service representatives areinterested in taking on this new role. Neither of the two customer service representatives havemanagerial skills nor knowledge, but they both have excellent company and productknowledge, as well as customer service skills.• Unsustainable workplaceAnother risk identified in the risk management plan is increased costs to the business throughinefficiencies in resources usage. Given that the business is set to expand, it is of key importancethat resources are used sustainably and efficiently. The CEO wants to implement the risktreatment of measuring the company’s environmental sustainability and resource usage,commencing with the head office location.• Low customer satisfactionA further risk identified as a priority is the any threat to customer satisfaction. Given that thebusiness is expanding, customer satisfaction will be crucial. The risk treatment identified is todevelop a customer questionnaire that can be used to measure customer satisfaction.You have been directed to implement strategies to reduce the risks posed.

Complete the following activities:

1. Write a report on staff training options

Review the case study information and then research a range of potential trainingoptions for the customer service representatives, including both on and off thejob options. Identify at least three suitable options.Then develop a short report outlining your recommended option/s for thetraining, including a rationale for each recommendation.Include the details of each recommended training option, including a summary ofthe training to be provided and outcomes, location, costs and duration asapplicable.Save this document as Staff Training Report.As a guide, your staff training report should be 1 to 2 pages long.

2. Undertake an inspection of head office

Assume that, given the CEO’s concerns, you are to complete an inspection ofhead office (this will be the RTO as the simulated environment) to identifyenvironmental sustainability and resource usage issues and to identify and reporton possible solutions.You will therefore undertake an inspection of the RTO facility using theenvironmental sustainability and resource Usage Record Template.Record at least 3 actual or potential environmental sustainability and resourceusage issues that you found during activity one.Your assessor will advise you of the date and time of the inspection and willobserve you conducting the inspection.

3. Develop a customer questionnaire.

You are required to develop a questionnaire that can be given to customers to fillout when they have made a purchase in one of NatureCare’s retail outlets.The questionnaire should contain eight questions that measure customersatisfaction and can be answered on a sliding scale from 1 (which is don’t agree atall) to 10 (which is totally agree).

Customers should be able to circle the most appropriate response with a pen orpencil while they are in the shop and hand it back to the sales personnel whenthey are finished.Develop questions that encompass as many aspects of the customer’s experienceas possible.Use language that is polite and friendly.There should be a space under the questions for responders to give writtenfeedback on their experience(s) if they wish.Create a new Word document for this activity and save it as CustomerQuestionnaire.The questionnaire should fit on two sides of an A4 page.

4. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in anappropriate (polite, business-like) style.It should introduce and summarise the contents of the attachments and seektheir feedback and approval to move forward with the project.Attach the following to the email:• staff training report• usage record• customer questionnaireThe CEO will send you an email providing comments and approval to proceed withthe training course that they select from your report.

It is six months later, and you are monitoring the implementation of the risk treatments to ensuresufficient qualified staff, a sustainable and efficient workplace and high customer satisfaction.Assume also that both managers participated in a formal, nationally recognised course inmanagement, which they completed over the last six months.You have been provided with the following information by your team, which you will use to monitorthe implementation of the action plan:• The new Human Resources Manager has provided you with performance review informationfor the two Managers in a Performance Review Results Memo, as well as a staff surveyconducted to assess employee satisfaction in a Staff Survey Results Memo.• The Marketing Manager has provided you with sales analysis for the last six months in aSales Data Analysis Memo, as well as a memo about a recent customer survey. CustomerSurvey Results Memo• The Office Manager has provided you with a Sustainability Report.

5. Write a risk monitoring report.

In order to monitor the implementation of your action plan you are required toreview the following documents:• Customer Survey Results Memo• Sales Data Analysis Memo• Staff Survey Results Memo• Performance Review Results Memo• Sustainability ReportDevelop a risk monitoring report that provides a summary of the data provided toyou and document what the data shows in relation to the effectiveness of theaction plan.Identify any additional risk control measures, which you believe should be put inplace as relevant.Your report should be 1 to 2 pages long.

6. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in anappropriate (polite, business-like) style.It should introduce and summarise the contents of the attachment.Attach your risk monitoring report to the email.

PART B

Task summaryIn this assessment task, you are required to answer a number of questions in order to evaluatethe risk management process that you completed in the last two assessment tasks.You are also required to set up logical folders and store all the documents that you have createdfor this assessment task.This assessment is to be completed in the simulated work environment in the RTO.Required• Access to textbooks/other learning materials• Computer with Microsoft Office and internet access• Risk Management Policy and ProceduresSubmit• Email with risk management evaluation report and screen shot attached.Assessment criteriaFor your performance to be deemed satisfactory in this assessment task, you must satisfactorilyaddress all of the assessment criteria. If part of this task is not satisfactorily completed, you willbe asked to complete further assessment to demonstrate competence.

Complete the following activities:

1. Develop a risk management evaluation reportThis assessment task requires you to evaluate and report on the risk managementprocess that you have completed in the previous two assessment tasks.Review all of the following questions and prepare a short report of approximately1 to 2 pages that addresses each question.

A. Evaluate the overall risk management process.• Was it easy or difficult to identify risks?• Was staff input (at the meeting) helpful?• How confident are you that all the risks have been identified?

B. Consider whether the process indicated in the NatureCare Products’ currentRisk Management Policy and Procedures is sufficient to guide the riskmanagement process used for the business expansion project. Explain why orwhy not.

C. Explain whether the principles of risk management in the NatureCare Productsrisk management policy and procedure is consistent with AS/NZS ISO31000:2009Risk Management Principles and Guidance.

D. What changes would you recommend to the risk management process.

2. Take a screen shot of all of your folder and files.You are required to demonstrate that you can file all of your records in a logicalstructure.Ensure that you have an overall folder, as well as sub folder for each assessmenttask.All of the documents you have submitted for this unit should be correctly namedand filed, as set out on page 3 of this document.The screen shot should show all the folders, sub-folders and documents.

3. Send an email to your assessor.The text of the email should be in grammatically correct English, written in anappropriate (polite, business-like) style.It should introduce and summarise the contents of the attachments.Attach your risk management evaluation report and screen shot to the email.