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Evidence Guide: BSBMGT618A - Develop a contact centre business plan

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBMGT618A - Develop a contact centre business plan

What evidence can you provide to prove your understanding of each of the following citeria?

Analyse the current situation and evaluate alternatives

  1. Use a broad range of information sources to identify best practice criteria and examples
  2. Analyse current performance against best practice to identify improvement and business opportunities
  3. Identify operating requirements and constraints imposed by internal and external customers and suppliers
  4. Review and evaluate existing strategic and operating plans to identify opportunities for improvement
  5. Propose viable alternatives to improve current situation and to exploit opportunities
Use a broad range of information sources to identify best practice criteria and examples

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse current performance against best practice to identify improvement and business opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify operating requirements and constraints imposed by internal and external customers and suppliers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and evaluate existing strategic and operating plans to identify opportunities for improvement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Propose viable alternatives to improve current situation and to exploit opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Set objectives in alignment with corporate aims

  1. Develop business objectives which represent business needs and global trends
  2. Identify business objectives which support corporate aims
  3. Consult with key stakeholders and other relevant parties to ensure consensus on objectives
  4. Ensure objectives reflect a competitive position in the global market
Develop business objectives which represent business needs and global trends

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify business objectives which support corporate aims

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult with key stakeholders and other relevant parties to ensure consensus on objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure objectives reflect a competitive position in the global market

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare a business plan

  1. Develop a business plan based on agreed business objectives
  2. Translate business objectives into a feasible strategy
  3. Address all relevant operations in plans and justify any not addressed
  4. Identify clear profitability, productivity and performance targets in line with objectives
  5. Identify financial, physical and human resources requirements to implement strategies
  6. Include appropriate feedback and customer satisfaction measurement methods in business plan
  7. Comply with enterprise requirements for business planning
  8. Identify risks posed by business plans
  9. Incorporate risk management strategies for identified risks
Develop a business plan based on agreed business objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Translate business objectives into a feasible strategy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address all relevant operations in plans and justify any not addressed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify clear profitability, productivity and performance targets in line with objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify financial, physical and human resources requirements to implement strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Include appropriate feedback and customer satisfaction measurement methods in business plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Comply with enterprise requirements for business planning

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify risks posed by business plans

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate risk management strategies for identified risks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present a business plan to senior management

  1. Deliver an effective written and oral presentation of a business plan
  2. Focus on critical aspects of the plan in the presentation
  3. Articulate and resolve specific concerns and needs raised about the plan
Deliver an effective written and oral presentation of a business plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Focus on critical aspects of the plan in the presentation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Articulate and resolve specific concerns and needs raised about the plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement and maintain a business plan

  1. Communicate plan to team, engage team members with the plan and obtain buy in from the team
  2. Establish action plans, systems and processes to implement business plan
  3. Conduct measurement programs to assess performance against business plan
  4. Adjust systems or processes in response to performance variations to maintain business plan
  5. Conduct regular substantive reviews of systems and processes
  6. Communicate performance results and issues arising to relevant stakeholders
Communicate plan to team, engage team members with the plan and obtain buy in from the team

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish action plans, systems and processes to implement business plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct measurement programs to assess performance against business plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust systems or processes in response to performance variations to maintain business plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct regular substantive reviews of systems and processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate performance results and issues arising to relevant stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

developing, implementing, controlling and monitoring a contact centre business plan

knowledge of organisational, statutory, regulatory and legislative requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to information and databases for analysis activities

access to relevant legislation, standards and guidelines

access to stakeholder feedback.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of business plan documentation

oral and/or written questioning to assess knowledge of global trends and best practice

review of stakeholder feedback

review of communication plan and stakeholder understanding and knowledge of plan

analysis of existing business plans

review of documentation of business objectives

direct observation of business plan presentation

review of management documentation endorsing the business plan

review of analysis of the performance of a business plan including statistical measurement.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Required Skills and Knowledge

Required skills

communication skills to conduct effective formal and informal meetings and to communicate effectively with personnel at all levels

analytical skills to understand complex ideas and concepts, and to articulate ideas and information effectively

consultation and negotiation skills to develop and implement business plan

data and information gathering skills such as brainstorming, polling and interviewing

information technology skills to effectively manage and analyse data and information

leadership skills to gain trust, confidence and support of colleagues and clients

presentation skills to develop and present reports or presentations that deal with numeracy skills to carry out analysis, and to produce graphs and presentations of workplace information and data to identify trends and patterns

organisational skills to manage own tasks within timeframes

problem-solving skills to create innovative solutions to problems that arise

research and analytical skills to effectively undertake research and analysis of complex issues, options and information communication technology advances

risk assessment and management skills to mitigate any risks that may impact on business plan outcome

Required knowledge

best practice or benchmarking principles

corporate aims and objectives

key personnel, stakeholders and resources

organisational communication methods

organisational, statutory, regulatory and legislative requirements

principles of cost/benefit analysis

recent or impending advances in technology

risk management techniques.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Best practice may include:

business model and structure

cost to serve

customer satisfaction

human resources management

identifying areas with exemplary processes

performance

training

use of technology

Stakeholders may include:

business unit staff (own team)

enterprise employees at management level with an interest in operations and performance outcomes

external clients and suppliers with an interest in business planning including contracting organisations, recruitment suppliers, software and equipment suppliers

Risks may include:

damage to property/equipment

environmental

equipment/system failures

financial/economic loss/failure

industrial disputation

natural disasters

occupational health and safety

political events

product failure

professional incompetence

security failure (including criminal activities)