Activity 2: Review Performance and Develop Workplan Item 11 of 12 Read the following email, then complete the task that follows: To: Glenda Williams (glenda.williams@cbsa.com.au) From: Gavin Stead (gavin.stead@cbsa.com.au) Date/time: Tuesday 1:17 p.m. Subject: Develop operational plan Good afternoon Glenda, Thanks for providing the diversity analysis I required which I have shared with the CBSA board. Im now want you to look at developing an operational plan for CBSA. Some background information is provided below. At a recent CBSA board meeting, the organisational strategic goals progress and operational performance were discussed. The board is very unhappy with the current state of its operations and the performance measurements against the strategic goals. Primarily the board is most worried about the following: High employee turnover Poor customer service The board believes these issues are directly related to workplace diversity and customer service issues which undermine the effectiveness of our business practices. Based on the given information, can you then undertake research to identify customer service and diversity strategies to address these two operational performance issues (high employee turnover and poor customer service) so that operational performance can get back on track so that CBSA can reach our strategic goals. Based on the strategies you have identified, can you develop an Operational Plan using the provided template of what the organisation needs to do. Kind regards, Gavin Stead Managing Director 300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au Task Instructions Develop an Operational Plan using the Operational Plan Template and complete the following: Document the mission statement for the organisation Document the vision statement for the organisation Document the core values of the organisation Document the strategic objectives for the organisation Document strategies to address each issue. You must include: What the strategy is. It is expected that you identify at least three (3) strategies Document the resources required for each strategy. These should include both physical resources and human resources as appropriate. Document responsibility for each strategy. Document a date when the strategy is to be finalised by Document your justification on how each strategy is designed to address diversity concerns. In your justification, you should specify how the strategy helps CBSA operations align with relevant legislation and policy and procedures Document a performance indicator for each strategy which can be measured with to determine success (or failure). Read the following email and its attachment, then complete the task that follows: To: Glenda Williams (glenda.williams@cbsa.com.au) From: Gavin Stead (gavin.stead@cbsa.com.au) Date/time: Monday 9:51 a.m. Subject: Self-reflection Good morning Glenda, I want you to undertake a self-reflection exercise using the Diversity Self-reflection template which is designed so that you can reflect and recognise your own bias and assumptions in regards to diversity. For each, you are to research and identify how you can adapt your behaviour to ensure cultural competency ensuring continuous improvement. Kind regards, Gavin Stead Managing Director 300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au Task Instruction You are to undertake a self-reflection exercise documenting three (3) possible assumptions or biases that you have in regard to diversity and discrimination behaviours. Identify three (3) ways that you can resolve or improve these assumptions and biases for continuous improvement, using the Diversity Self-Reflection Template