develop and manage
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: +612 9955 0488 F: 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: +612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 P: +612 6253 5184
BSBHRM512 Assessment Task 2 - v 3.3 Page 1 of 7
BSBHRM512 Develop and manage performance management processes
Assessment Task 2- Case Study and Role Play
Part A
Please review the following scenario and answer the questions that follow.
You are the Human Resources General Manager at Australian
Hardware. You have recently planned the implementation of
integrated performance management processes.
You will now need to plan and deliver manager training to assist
managers to implement performance management.
Your training will need to be consistent with any processes you
developed in Assessment Task 1 as well as being consistent with
Australian Hardware policies and procedures. For example, if you
outlined a process of biannual performance review in Assessment
Task 1, your training session should not present information that is
contradictory to the biannual review process.
Manager training is to be implemented nation-wide. As a first step,
you will plan and deliver pilot manager training to the Wollongong
managers.
The learners include:
● mangers aged 25–50 years
● managers who like to observe others before doing
● managers who have requested lots of activities.
You will then need to support managers to performance manage
employees in accordance with organisational policies and
procedures.
Finally, you will need to continually evaluate the effectiveness of
processes against objectives for performance management.
1. Use the ‘Learning and development session plan’ template provided on Moodle in Appendix B to plan training for Wollongong managers. Remember to plan objectives for the training and to monitor success against objectives (plan to conduct some form of test or evaluation of the training). Remember to plan strategies for winning the support of managers for implementing processes. You will plan a 20–30 minute session that:
a. briefly outlines the main features of the performance management process, such as:
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: +612 9955 0488 F: 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: +612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 P: +612 6253 5184
BSBHRM512 Assessment Task 2 - v 3.3 Page 2 of 7
i. regular monitoring of performance
ii. identification of performance gaps
iii. providing feedback
iv. managing talent
b. focuses on one of these four aspects of the process and give examples, introduce tools, or demonstrate skills
c. addresses storage of performance management documentation in accordance with recordkeeping policy
d. Allows adequate time for managers to practice and to provide feedback.
2. Deliver training through role play, making sure to:
a. outline the main features of the performance management process (as listed in the previous step)
b. meet the needs of your learners
c. be consistent with processes you outlined in Assessment Task 1 and with the Australian Hardware policies and procedures
d. use a range of facilitation methods to cater for differences in learning style
Part B
Please review the following scenario and answer the questions that follow.
A manager contacts HR with the following enquiry: Hi One of my sales staff is consistently late, displays poor attitude and has performed below agreed level on his last two performance appraisals. The employee does not agree with the rating I have given him, however. I have tried clarifying targets and coaching. Nothing seems to work. Maybe I’m just not delivering feedback in the right way. It’s hard not to be frustrated and I do get angry sometimes. Actually, I feel let down and hurt because I have tried to develop the potential I once saw in this employee. This terrible situation is now affecting team morale. What should I do next? I think I might need to let the employee go. Audrey Wu Housewares Manager, Wollongong
1. Write an email to Audrey Wu, Wollongong’s Housewares Manager to:
a. outline positive approaches in giving feedback and coaching.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: +612 9955 0488 F: 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: +612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 P: +612 6253 5184
BSBHRM512 Assessment Task 2 - v 3.3 Page 3 of 7
b. outline appropriate intervention options
c. outline a process for dispute resolution
d. outline the process for terminating the employee in case intervention is unsuccessful
e. outline the process for recordkeeping to ensure adherence to policies and legislative requirements.
Ensure you refer to any relevant policies and legislation, including specific reference
to anti-discrimination, privacy and industrial relations legislation.
Part C
1. Prepare a 1 page written reflection in which you:
a. self- evaluate your own performance
b. evaluate the effectiveness of existing performance management processes, particularly in terms of:
i. the level of guidance for dealing with underperforming staff
ii. their ability to help managers achieve the short- and long-term strategic aims of the organisation
c. Recommend timeframes for regular evaluation of performance management processes.
Your reflection should be in a report format. Remember to evaluate processes in light of your knowledge of the characteristics of learning organisations and the broader role of HR in achieving business objectives.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: +612 9955 0488 F: 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: +612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 P: +612 6253 5184
BSBHRM512 Assessment Task 2 - v 3.3 Page 4 of 7
Part D Please review the following scenario and answer the questions that follow.
You are the Human Resources General Manager at Australian
Hardware.
Three months of pilot training has been delivered by an external
training provider to sales staff, and you are reviewing the
effectiveness of the training that has been provided so far. Data
gathered so far indicates the training is failing to meet targets.
You will need to develop strategies and a training schedule to ensure
that the provider, Train Your Way Up, delivers effective training. You
will also need to renegotiate the implementation of training with
Train Your Way Up.
Consider the following training requirements agreed to by senior
management team and HR at Australian Hardware.
● 4,000 sales staff to be trained, including the following
characteristics:
○ an average of seven sales people per product team
○ four product teams per store
○ 138 stores
● 30 trainers required
● only one person from each team may be trained at any one
time
● sessions require one-day, face-to-face training
● staff need to be completely up-skilled and performing to
targets within six months.
First, however, you will need to prepare a report for the senior
management team to explain the results and your planned actions,
one of which is to ensure line managers participate in regular
monitoring and support of employees to apply sales training on the
job.
1. Review the performance data in Appendix B of this assessment task and prepare a
1–2 page report for the senior management team detailing:
a. training outcomes
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: +612 9955 0488 F: 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: +612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 P: +612 6253 5184
BSBHRM512 Assessment Task 2 - v 3.3 Page 5 of 7
b. your interpretation of the performance data
c. interventions you will undertake to rectify issues
Support your planned interventions with reference to Australian Hardware as a
learning organisation and addressing performance gaps to achieve specific
organisational objectives and broader long-term goals.
2. Using the ‘Training strategy and schedule’ template in Appendix B, develop a
training strategy and schedule to be used by Train Your Way Up to deliver future
training. Take particular care to include activities to ensure that line managers
monitor the employee’s application of sales training. Prepare to discuss strategies
in negotiations with training supplier in order to incorporate these into a revised
agreement.
3. Arrange with your assessor to renegotiate service agreement with training supplier.
4. Renegotiate training agreement with training supplier. Using the previously
negotiated agreement provided in Appendix B and your planned training strategy
and schedule (which you completed in step 5) as a basis, renegotiate the
agreement with the supplier.
Ensure you modify the agreement in Appendix B, ‘Training strategy and schedule’
template and include a schedule for monitoring against objectives.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: +612 9955 0488 F: 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: +612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 P: +612 6253 5184
BSBHRM512 Assessment Task 2 - v 3.3 Page 6 of 7
Observation Checklist – Assessment 2 : Part A Role play
Student name
Unit code and
name
BSBHRM512 - Develop and manage performance management
processes
Course code and
title BSB51918 Diploma of Leadership and Management
Did the student: Check (X) Comments
Yes No How did the student demonstrate
this?
Introduce key performance
management focus areas
Identify performance gaps,
provide feedback or manage
talent using appropriate
methods or activities as
described in session plans.
Include activities and
demonstrations to satisfy
learning styles/ needs,
including:
a) demonstrating the task/activity
before requiring managers to
practice
b) Providing lots of activities.
Deliver training in a way
designed to achieve objectives,
i.e., activities have a valid
relationship to objectives
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P: +612 9955 0488 F: 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P: +612 8959 6340 F: 02 9955 3888 Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 P: +612 6253 5184
BSBHRM512 Assessment Task 2 - v 3.3 Page 7 of 7
Follow timeframe in session
plan
Include recordkeeping
procedures in training session,
for example refer to secure
storage, completeness, and
potential access by employees.