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GAGANDIP SINGH
GEN0412
Appendix 1: Employee position description
Position Description
Job title: Customer Service Representative Date:
Job level: Entry Level Reports Manager Homewares
to:
Department/division: Hardware and home products
Summary of position
Provide expert advice to customers on hardware and homewares products, process
sales and refer sales to checkout staff.
Essential job requirements
● Determine customer needs.
● Provide expert advice to customers.
● Take and process orders.
Required competence/education
What are the minimum competence/educational requirements for this position?
Competence Level/standard
Product knowledge Ability to describe the use of each product; (on rare
occasions, where necessary) able to refer to others on
team with more expert knowledge and with minimal
inconvenience to customer.
Customer focus Can develop rapport, inspire confidence; Up-sell and
cross-sell when appropriate to meet customer’s needs.
Point-of-sale Able to complete and process orders within two
technology minutes.
Learning and Expected to take a self-directed and continuous
development approach to learning on- and off-the-job in consultation
with management
Health, safety, Can follow relevant policies and procedures for WHS,
security and recordkeeping and financial procedures, sustainability
environment policies and procedures.
Physical requirements
Must be able to stand for four-hour shifts; minimal lifting: 20 kg.
Mental requirements
N/A
Equipment used
Computer/point-of-sale terminal, telephone, forklift, fax machine, power tools.
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Supervisory responsibilities
N/A
Working conditions
● Indoor warehouse environment.
● Occasional outdoor work.
Signature:
Date:
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Appendix 2: Employee work plan
Development
Having 20-30 training hours Level of productivity Training Department
per week
Self-development report from
Self-advancement learning trainer
exercises
-Can take a self-guided and
constant way to deal with
learning on-and off-the-work
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in conference with the board
Signature:
Date:
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Appendix 3: Risk management plan template
Risk Risk
Risk likelihood impact Controls Monitoring Timelines Responsible
Financial High Financial Finance of the company Finance of the Finance of Finance of the
health of company the company company
the
business
Training High Develop Training and development Training process As per Training and
ment of candidate’s development
the qualification department
employe
e
Human resource High Selection Human resource of the Selection of the When needed HRM
of the company employees
employe
e
Operational High Operatio Day to day operation of the Smooth operations For every Operation
n of the business operation manager
business
Market High Competit Market competition of the Market of the Regularly Marketing
ion in company company department
the
market
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Risk Risk
Risk likelihood impact Controls Monitoring Timelines Responsible
Credit Moderate The Borrowing going in to Credit capability Monthly Finance
person default department
who
being
defaulter
Liquidity Moderate Covert Selling of goods Market share of the Monthly Marketing
goods in goods department
to cash
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Role Plays Scenario:
HM: Yes, Apparently, Kim has given the interest in the job position hardware and home products recently, and here I want to ask you
about her. What do you think about her? Maybe you can tell me about her performances? or some things related to the work.
GPM: Alright sir, according to me she is a fast learner, she has a quite talent on customer services, she adapts the environment quickly
HM: So, do you think it’s a good decision to move Kim for the new position?
GPM: Yes, because her performance is good. You don’t need to worry about that. I believe that she can do the best for the new position
and can adapt easily.
HM: Okay, thank you so much for the time, Sir. I will contact you as soon as possible to inform you about this.
GPM: No problem, Sir.
HM: Good afternoon, Sir.
GPM: Good afternoon
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Role-Play Scenario:
(After Break)
Kim: (Knocking the door and entering the room) Excuse me sir, I have come as you ordered me
HM: Come in (shout), so Kim. Here I want to discuss about the new position you are interested about. Since I already discussed your
interest in the new position with your manager. I want to ask you one more time. Are you ready for the new position and all the
procedures?
Kim: Oh, alright sir, Yes! I’m ready for the new position sir!
HM: Okay, I want to inform you that you are accepted in the new position in this department.
Kim: Thank you so much, Sir! I do really happy for that. I promise that I will do the best for it.
HM: I trust you for this new position. Here is the brief explanation about your new job details. You have to:
Determine customer needs.
Provide expert advice to customers.
Take and process orders.
Kim: Yes, Sir. I can do that.
HM: Here you can read the term and condition. Are there any questions from the work plan or something that you are not agree with?
Kim: No, Sir. I’m fully agree with that.
HM: Great! Welcome to the new department, Kim! I hope we can work as a good team with you.
Kim: Thank you very much, Sir. I hope so.
HM: If you want to ask anything, just contact me. I think that’s all. Have a good day.
Kim: Yes, thank you so much sir!
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ASSESSMENT 2
Scope:
This policy applies to any or all employees used other than session staff. For workers UN agency is absent for most of the year
(maternity, sickness, sabbatical), quality management and assessment procedures will not be applicable. Once the worker returns to work,
the manager should meet with them to discuss what support is needed to introduce them to the work and to agree on objectives. In the
context of what was affordable for the worker to possess achieved while they were at work, even previous goals should be considered.
Employee:
- head of the health and safety of themselves and of others UN agency is additionally stuffed with what they're doing or not do
- Get along with the health and safety matters
- Not misuse any tool that's provided for safety functions (e.g. hearth extinguishers or safety goggles)
- Follow directions from the leader on health and safety matters and attend relevant health and safety work
- Report hazards and defects discovered among the geographical point
- staff do their own job
- Being disciplined in work (not being late or absent)
- Avoid swing themselves or others in danger
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Performance review guidelines
The employee’s performance is monitored and evaluated oft throughout the year. The performance review encompasses three elements:
- associate annual formal review discussion
- a six-month follow-up discussion
- continuous observance of the employee’s performance.
These elements feature among the subsequent technique.
Annual discussion
The annual discussion is also a key step among the performance review technique. primarily, this step involves collecting all the
information collected and assessed throughout the year bearing on the employee’s performance. However, there must be no
surprises throughout this discussion; it's simply an overview and review of the informal and formal reviews conducted throughout the
year.
The key parts of the annual discussion are to:
- Replicate on performance throughout the year
- Clarify key responsibilities of the role and review the duty description
- Discuss successes additionally as areas for improvement
- Set united targets and performance standards for the subsequent six months
- Agree on key areas of development for effective performance among the role.
Training Session
- Introduction to the most options of the performance management system
I. Goal setting:
Organizational Goals
Organizational goals are those meant to spice up the structure of a business and company as a whole. it's helpful to interrupt
down huge structure goals into smaller ones to help produce them appear less discouraging
Employee Goals
To help workers have the simplest way of purpose terribly} very company and feel driven, it's important for each one to possess
personal, good goals. it's common for staff to work out personal goals throughout academic degree annual review, but the
creation associated review of ongoing and new goals can facilitate increase an employee’s success. worker goals can embrace earning a
promotion, gaining further responsibilities, acting as a project manager, gaining further purchasers for the company or earning a
company bonus. once academic degree employee creates goals, her manager can show support by serving to her develop action
steps, creating deadlines and celebrating each success.
Financial Goals
It is natural for geographic point goals to include those related to finances. whereas creating short- and long-term cash goals,
it's important to let workers comprehend the vision and build ways in which during which for each staff person to participate.
STEP 3 STORE: manage the data thus it’s quick and easy to access
Where and therefore the approach you store your information directly determines what knowledge you'll access, once and therefore
the approach quickly you'll access it, however easy or hard it's to access and therefore the approach superabundant cross-functional use
you'll get out it. To avoid the pitfalls of assumptive that information is easy to induce your hands on, perceive that the
next activities will doable be needed in conveyance your measures to life:
• using an information referencing model to form data management value effective & amendment cross-functional use of knowledge
• extracting, integrating and preparing information for analysis
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STEP 6 INTERPRET: translate the information into implication
Interpreting your performance measures means translating messages highlighted by performance information into conclusions relating
to what’s terribly occurring. to point out information into implication, you would like to acknowledge that messages are real messages
(e.g. once a trend is factual a trend). two activities are necessary at this step among the performance activity process:
• method pointers that signal that variations in performance results are real and that are merely natural random variation
• drawing conclusions relating to performance results to settle on if action is needed (or not)
II. Formal feedback and Informal feedback can help you giving the acknowledge of staff accomplishments or improve performance in
real time.
Feedback are typically positive or constructive
Give regeneration to acknowledge and reinforce actions or behaviors you price and need to continue.
Provide constructive feedback to identify actions or behaviors that weren’t effective and provide alternatives or suggestions for
improvement for the subsequent time the case arises.
Offering steering on improvement is critical; whereas not it, the persons UN agency are visiting be unsure on the thanks to avoid the
identical or similar issues among the long run.
Feedback is specific, and could be explained what and why
Building Relationships
Performance appraisals supply the leader and employee the possibility to sit down and discuss performance. In busy firms, where most
are taking care of business, periodic conferences between supervisor and employee enable them to form or strengthen a relationship.
Developing this rapport opens a line of communication for the employee to use in making future suggestions for the company or applying
for promotions.
Motivating staff
Performance appraisals usually operate psychological feature tools for staff. the company may provide a bonus or various perk
to workers global organization agency are able to improve their performance appraisals from one amount to the subsequent.
it's important to produce improvement opportunities, like work seminars, mentorships or classes to workers aspiring to improve their
performance appraisals.
IV. Keeping a close eye on the performance and progress of your team members is that the most quantity for his or her profit as a result
of it's for yours. as a result of once we have a tendency to talk about observation performance, we're not talking relating
to micromanaging people, or look each individual worker kind of a hawk – it’s relating to taking the time to
help workers develop. many workers become unhappy in their jobs once ages, significantly if they not notice their work exciting
or tough. good development is that the simplest due to facilitate staff feel oft challenged, rewarded and energized by their work.
V. necessities in recordkeeping:
– employee certification certificates and licenses - copies of permits, registrations and licenses workers should do their jobs
– employee resumes and job applications
– Performance reviews - similarly as assessments of staff performance and agreements between you and your staff
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– Position statements and job advertisements
– shopper records - personal details, merchandise purchased and merchandise enquiries that are useful for locating new customers
– shopper complaints - details of complaints relating to merchandise, service, staff or the remainder, and steps taken to resolve them
– Details of any disputes with various businesses - similarly as but you went relating to resolution disputes
– Quotes given and won - specifics of jobs and time spent on them to help with future quoting
– Details of advertising campaigns and success - to form it easier to repeat advertisements and prepare future advertising campaigns
– Insurance policies - typically review and update your business insurance, significantly once your business grows or changes.
Because the recordkeeping will facilitate to:
– Monitor the progress of your business
– Project your liabilities
– Prepare your cash statements
– Establish the provision of receipts
– Keep track of deductible expenses
– Prepare your tax returns
– Support things according on tax returns
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- Queries on the amendments I have got created
– What do you hope to achieve?
– I hope the performance of employee are visiting be higher and thus the goals are typically achieved.
– What problems can it address?
– the worker performance has usually fallen behind targets.
– however your amended system is intended to attain that purpose?
– I will elicit employee’s feedback to form the system be additional acceptable and work with efficiency.
ROLE-PLAY TRAINING:
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that is what I need to say to you all, if you have any further questions, do not hesitate to contact me. Thank you for your attention and
have a nice day everyone.
Audiences: Thank you sir!
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Appendix 1: Performance scorecard – Kim Smith
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Appendix 2: Coaching plan template
Customer focus:
Target: 8/10 score on customer satisfaction
Actuality: 5/10 score
Internal process:
Target: Two minutes to complete sales transaction
Actuality: Average five minutes
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Willingness to develop and Sometimes employee show his full willingness and do
commitment commitment that he/she will do it but due to lack of efforts
he/she didn’t fulfil his commitment.
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Appendix 3: Performance development plan template
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Reference from Key result area Indicator of success/ Status report/results
operational plan performance
Customer focus Customer service When Kim can explain the Actually, she has a good customer service, but
products detail and she can explain what the customers needed.
information to customers Where she supposed to know the information
asked by the customers.
Training To let the employees, learn When they do work with full The training could help to achieve goals
and develop them selves efforts and no mistake will be
there.
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Reference from Key result area Indicator of success/ Status report/results
operational plan performance
Company’s goals Internal process When Kim can master the Kim has never mastered the point-of-sale
efficiency point of sale system and not system; consequently, she makes errors that
make an error when there’s a need to be corrected before completing
transaction. transactions.
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Achievements: Areas of opportunity:
The employee is personable and tries hard to develop a rapport Kim can make herself well-prepared, in fact that the chief has set a
with budget limit for 30 hours of offers preparing for Kim on the off
chance that she is eager to be prepared.
customers. Customers and staff respond well to the employee.
Manager’s comments:
I want you to get the training which can develop and train yourself to be better from now Kim.
Signature: Date:
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Role-Play Development:
(in phone)
HM: Hello Kim, please come to my room now.
Kim: Alright sir, in 5 minutes.
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