Question
Lead and manage organisational change are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge
- Assessment Task 1: Knowledge questions You must answer all questions correctly.
- Assessment Task 2: Project You must work through a range of activities and complete a project portfolio.
| Assessment Task 1: Knowledge questions |
- review the advice to students regarding answering knowledge questions in the Business Works Student User Guide
- comply with the due date for assessment which your assessor will provide
- adhere with your RTOs submission guidelines
- answer all questions completely and correctly
- submit work which is original and, where necessary, properly referenced
- submit a completed cover sheet with your work
- avoid sharing your answers with other students.
| Assessment information Information about how you should complete this assessment can be found in Appendix A of the Business Works Student User Guide. Refer to the appendix for information on:
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- Explain four events or trends that may impact whether or not organisational objectives are achieved.
- List at least five existing practices that may be used to guide organizational change.
- Describe the process to conduct a cost-benefit analysis. In your answer, explain which methods are relevant and useful to complete the particular process step.
- Explain how effective change management strategies can assist with embedding change in an organisation. Give an example of an effective change management strategy in your answer.
- Outline one approach (or process) that can be used in the workplace to communicate and embed change.
- Explain the risk management process. You may answer using a labelled diagram or in words (or both) and must include:
- a definition of risk management.
- a list or illustration of the steps in a risk management process.
- a description of what each step involves (including methods).
- Explain four options that an organisation may use to take to mitigate or control risks.
- Complete the table below to identify and describe two organisational policies that may relate to change management and guide organisational change.
| Policy | Description |
- Explain three ways the benefits for organisational change can be promoted in a communication and education plan.
- What is meant by organisational behaviour and how does it impact change strategies?
- How does the external environment impact the change strategies used in an organisation? Provide an example to illustrate your answer.
- List at least four components that should be included in a change management plan.
| Students name: | ||||
| Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? | Completed successfully? | Comments | ||
| Yes | No | |||
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| Assessor signature: | ||||
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| Assessment Task 2: Project |
- your learning resources and other information for reference
- Project Portfolio template
- Simulation Pack (if you need a case study).
- review the advice to students regarding responding to written tasks in the Business Works Student User Guide
- comply with the due date for assessment which your assessor will provide
- adhere with your RTOs submission guidelines
- answer all questions completely and correctly
- submit work which is original and, where necessary, properly referenced
- submit a completed cover sheet with your work
- avoid sharing your answers with other students.
| Assessment information | |
Information about how you should complete this assessment can be found in Appendix A of the Business Works Student User Guide. Refer to the appendix for information on:
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- Carefully read the following:
This project requires you to develop and implement a change management plan to lead and manage change in an organisation. A part of the assessment you, you will:
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| Vocational education and training is all about gaining and developing practical skills that are industry relevant and that can help you to succeed in your chosen career. For this reason, we are giving you the choice to base this project on your own business, one you work in or a familiar with, or you can use the case study provided. This will mean that you are applying your knowledge and skills in a relevant, practical and meaningful way to your own situation! | |
| It is important that you are able to access enough information for your chosen business in order to be able to do your assessment. As a minimum this should include workplace documentation relating to change management (e.g. communication policy). You will also need information to review and evaluate your change management strategies (education/communication plan) and your change management project plan. Take a look at the requirements in Section 3 of your Project Portfolio for more information. | |
| You will need to communicate with people who are involved with changes or opportunities I your organisation. Your communication may be either directly with actual staff members or fellow students/your assessor can play the roles of relevant people/parties. Communication can be in any appropriate format (e.g. face to face, video conference, email) as long as it meets the requirements outlined in the Project Portfolio. You will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below. |
| Make sure you are familiar with the organisation you are basing this assessment on and have read through the necessary background information. For the case study business, this is all of the documents included in the Simulation Pack. If its your own business or a business where you are working or are familiar with, have your business or case study (and supporting documentation/evaluation data) approved by your assessor. Complete Page 4 of your Project Portfolio for this unit. Read through the requirements of Section 1, 2 and 3 of your Project Portfolio. |
- Identify organisational change requirements and opportunities
Complete Section 1 of your Project Portfolio. To do this, you need to:
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| This meeting should take 20 minutes. As part of your meeting, you are required to discuss and seek information about the organisation and change opportunities by using appropriate business language, asking questions and using active listening techniques to clarify and confirm understanding. You are also required to use inclusive and collaborative techniques to negotiate the prioritisation of identified changes. Throughout your meeting, you must demonstrate your ability to build and maintain effective working relationships. You will be assessed on this. This meeting may take place with actual people who work for/are associated with your chosen business. Alternatively, classmates or your assessor may play the role of one or more team members. This can either be viewed in person by your assessor or you may like to video record the session for your assessor to watch later. Your assessor can provide you with more details at this step. Make sure you follow the instructions above and meet the timeframes allocated. If this session is not viewed in person by your assessor, you will attach proof of the meeting to Section 1 of your Project Portfolio. | |
Continue completing Section 1 of your Project Portfolio. To do this, you need to
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| Make sure you have answered all questions in Section 1. Submit to your assessor for review. You are also required to attach certain documents as part of your evidence review the documents you need to attach as outlined in Section 1 of the Project Portfolio and make sure you attach these when you submit this section. You will use the work done in this section of the Portfolio to develop a change management project plan. |
- Develop and manage an organisational change management plan.
Complete Section 2 of your Project Portfolio. To do this, you need to:
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| Consult with relevant personnel to seek their input for a communication/education plan to communicate the required changes and opportunities. | ||
| You may use any communication tool (other than oral communication) to receive input from personnel (e.g. email, online survey etc ). You may need to prepare/perform multiple communications depending on the personnel you are communicating to. | |
Continue completing Section 2 of your Project Portfolio. To do this, you need to:
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| Make sure you have answered all questions in Section 2. Submit to your assessor for review. You are also required to attach certain documents as part of your evidence review the documents you need to attach as outlined in Section 2 of the Project Portfolio and make sure you attach these when you submit this section. You will use the work done in this section of the Portfolio to review and evaluate your strategies and change management plan. | ||
- Evaluate your change management strategy
| Assume a period of time has passed. If you are basing this on your own business, make sure you have data available to review and evaluate your communication/education plan and your change management project plan. If you are basing this on the case study, information is provided in the simulation pack. | |
Complete Section 3 of your Project Portfolio. To do this, you need to:
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- Submit your completed Project Portfolio
| Make sure you have completed all sections of your Project Portfolio, answered all questions, provided enough detail as indicated and proofread for spelling and grammar as necessary. Remember to submit all necessary attachments as indicated. |
| Students name: | |||||
| Did the student: | Completed successfully? | Comments | |||
| Yes | No | ||||
Identify organisation change requirements and opportunities by:
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Develop and manage a change management project plan by:
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Evaluate their change management strategy and plan by:
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Demonstrate effective oral communication skills, including:
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| Task outcome: |
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| Assessor signature: | |||||
| Assessor name: | |||||
| Date: | |||||
| Final results record |
| Student name: | |
| Assessor name: | |
| Date |
| Task | Type | Result | ||
| Satisfactory | Unsatisfactory | Did not submit | ||
| Assessment Task 1 | Knowledge questions | S | U | DNS |
| Assessment Task 2 | Project | S | U | DNS |
| Overall unit results | C | NYC |
- My performance in this unit has been discussed and explained to me.
- I would like to appeal this assessment decision.
- I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
| STUDENT VERSION |
| BSBLDR601 |
| LEAD AND MANAGE ORGANISATIONAL CHANGE |
| PROJECT PORTFOLIO |
First published 2021
RTO Works www.rtoworks.com.au
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2021 RTO Works
This resource is copyright. Apart from any fair dealing for the purposes of private study, research, criticism or review as permitted under the Copyright Act 1968, no part may be reproduced by any process without written permission as expressed in the RTO Works License Agreement.
The information contained in this resource is, to the best of the project teams and publishers knowledge true and correct. Every effort has been made to ensure its accuracy, but the project team and publisher do not accept responsibility for any loss, injury or damage arising from such information.
While every effort has been made to achieve strict accuracy in this resource, the publisher would welcome notification of any errors and any suggestions for improvement. Readers are invited to write to us at hello@rtoworks.com.au.
Business Works is a series of training and assessment resources developed for qualifications within the Business Services Training Package.
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| Contents |
Section 1: Identify organisational change requirements and opportunities. 5
Section 2: Develop and manage an organisational change management plan. 7
Section 3: Evaluate your change management strategy. 11
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| Section 1: Identify organisational change requirements and opportunities |
1 Provide a brief overview of the business or organisation you are basing your portfolio on.
1.1 What is the name of the business or organisation?
1.2 What is the main focus of the business?
1.3 Explain your organisations strategic goals (list at least two organisational objectives).
2 What role will you assume as you lead and manage organisational change?
2.1 What is your role and related responsibilities?
2.2 How does your role and responsibilities relate to the execution of your organisations strategic goals?
3 Identify the organisational requirements you must follow as you manage change.
3.1 Which organisational documents (e.g. policies and procedures) provide input on how you approach organisational change? e.g. Risk management, Record keeping, Strategic Plan etc.?
3.2 Are there any processes you need to follow (include reporting protocols to managers)?
3.3 Attach relevant documentation to this section of your portfolio.
4 Analyse the external environment of your organisation.
4.1 What is the political situation like (e.g. unrest, government support of small business, government policies)?
4.2 What is the current and predicted economic situation (e.g. state of local and other applicable economies, interest rates, exchange rates, employment rates etc.)?
4.3 Are there any social considerations (e.g. changing values, beliefs, attitudes and habits)?
4.4 How are technological advances affecting the business (e.g. internet, RPA, risk control)?
4.5 What are your competitors doing/achieving?
4.6 What does the market want?
5 Analyse the current internal environment of your organisation.
5.1 What are the barriers and threats to change in your organisation?
5.2 What are your organisations strengths that will contribute to it achieving its objectives?
5.3 What are the weaknesses in your organisation that may require change?
5.4 What new and innovative opportunities currently exist in your organisation?
6 Plan to meet with at least two stakeholders.
6.1 Who will you meet with?
6.2 How will you interact with the stakeholders to build and maintain effective working relationships?
6.3 How will you use inclusive and collaborative techniques to negotiate change/opportunity priorities?
6.4 How will you use lateral thinking and exploration to develop new and innovative ideas (e.g. brainstorm)?
7 Complete the table to summarise the outcomes of your meeting.
Note: If not already viewed in person by your assessor, attach proof of your meeting with stakeholders to this section of your portfolio (e.g. video of meeting).
| Change/opportunity (at least three) | How do the changes support the organisations objectives? | Priority | Agreed reporting protocol |
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8 Seek expert/specialist advice about the identified changes/opportunities and the related change management process.
8.1 Who will you consult with?
8.2 What communication tool will you use to seek their advice?
Note: You may use any communication tool to consult with the expert/specialist about the identified changes/opportunities and change management process. If not already viewed in person by your assessor, attach proof (e.g. recording of telephone call, video of face-to-face meeting, email trail etc.) to this section of your portfolio.
| Attach: | Organisational documentation (e.g., policies and procedures) | ? |
| Proof of meeting with stakeholders | ? | |
| Proof of specialist/expert consultation | ? |
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| Section 2: Develop and manage an organisational change management plan
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1 Assess the risks associated with the changes identified in Section 1 of your Project Portfolio. Include at least one barrier in your organisation to change.
Note: you may enter relevant information into the table below, or use any other appropriate format. If you use another format (e.g. MS Excel spreadsheet, your organisations risk template etc.), attach proof to this section of your portfolio.
| Risk | Potential outcomes | Assessment | Mitigation strategy | ||
| Likelihood (scale of 1 to 4) | Impact (scale of 1 to 4) | | | ||
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2 Complete the table to assign resources to the required changes/opportunities.
Note: You must assign at least one resource for each change/opportunity you identified previously in this assessment.
| Change/opportunity | Resources |
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3 Use an appropriate method to conduct a cost-benefit analysis for the change/opportunity that was assigned the highest priority.
4 Use the work youve done in this section so far to develop a written change management project plan. In your plan, include:
a description of the required changes/opportunities (including their priority and cost/benefit analysis of the highest priority change/opportunity)
resource requirements
risk management
recommendations for timelines.
Note: Attach proof of your written change management project plan to this section of your portfolio. As you write your change management project plan, use clear and precise language to suit the audience and purpose.
5 Obtain approval of your change management project plan from any relevant managers.
5.1 Who will you seek approval from?
5.2 How will you obtain approval (e.g. email to CEO with plan attached, verbally at an executive team meeting etc.)?
Note: Attach proof of how you sought approval to this section of your portfolio.
6 Consult with relevant personnel to seek their input for a communication or education plan to communicate the required changes and opportunities (e.g. you may wish to seek input about personnels learning preferences and intrinsic/extrinsic motivation factors or you may wish to seek the executive managements preference for how change is communicated).
Note: You may use any communication tool (other than verbal communication) to receive input from personnel (e.g. email, online survey etc). Attach proof of how you consulted with personnel to this section of your portfolio.
7 Develop a communication or education plan that:
communicates/educates relevant stakeholders about the changes
promotes the benefits of organisational change.
Note: you may enter relevant information into the template below, or use any other appropriate format. If you use another format (e.g. MS Word document), attach proof to this section of your portfolio.
| Change or opportunity | Who must receive communication or education about the change? (e.g. Sales staff) | Objectives of communication or education | Strategy to embed change | Communication or education tool to be used (e.g. Live demonstration of new software) | Activities required to deliver the communication pr education (e.g. one on one training session to demonstrate new software) | Person responsible for the communication or education | Timeframe |
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8 Manage the delivery of your communication or education plan by:
8.1 arranging for the delivery of one planned activity (e.g. booking a meeting room for a live demonstration)
8.2 managing the delivery of the planned activity (e.g. sending a meeting request to relevant personnel, seeking confirmation that the activity has been completed etc.)
Note: Attach proof of how you arranged and managed the activities required to deliver your communication plan to this section of your portfolio.
| Attach: | Risk assessment (if using a different template to the one provided) | ? |
| Written change management plan | ? | |
| Proof of seeking approval for the change management plan | ? | |
| Proof of how you sought input for a communication or education plan | ? | |
| Communication/education plan (if using a different format to the template provided) | ? | |
| Proof of arranging one activity required to deliver the communication plan | ? | |
| Proof of managing one activity required to deliver the communication plan | ? |
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| Section 3: Evaluate your change management strategy |
1 Assess your communication/education plan.
1.1 Has the plan been implemented as specified?
1.2 Have the objectives of the plan been achieved?
1.3 How have personnel responded to the changes?
1.4 What has been successful?
1.5 What requires improvement?
2 Respond to barriers to the changes/opportunities.
2.1 What barriers have been experienced in the organisation as a result of the implemented changes (identify at least one)?
2.2 How should you respond to the barriers?
Note: Consider your organisations objectives and the risk management plan you developed in Section 2 of your Project Portfolio
2.3 Attach proof of your response to the barriers to this section of your portfolio (e.g. A photo of team lunch to thank staff and acknowledge the challenges and anxiety the change created for them, email to suggest mentoring relationship etc.).
3 Modify your communication/education plan meet the objectives of the plan.
Note: Make sure you highlight the changes to your original plan (e.g. by using bold font). You may enter relevant information into the template below, or use any other appropriate format. If you use another format (e.g. MS Word document), attach proof to this section of your portfolio.
| Change or opportunity | Who must receive communication or education about the change? (e.g. Sales staff) | Objectives of communication or education | Strategy to embed change | Communication or education tool to be used (e.g. Live demonstration of new software) | Activities required to deliver the communication pr education (e.g. one on one training session to demonstrate new software) | Person responsible for the communication or education | Timeframe |
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4 Review and evaluate your change management project plan.
4.1 Has the change management project plan supported the organisation in meeting its objectives?
4.2 Are any changes required to your project plan?
4.3 Modify your change management project plan (if necessary).
Note: Attach proof of your modified change management project plan to this section of your portfolio. Make sure you highlight the changes to your original plan (e.g. by using bold font).
| Attach: | Response to barriers | ? |
| Modified communication/education plan (if relevant) | ? |
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| Case Study NatureCare |
NatureCare Products is an Australian company based in Brisbane. The company commenced business in 1996 and manufactures and eco-friendly, high quality beauty skin care products. The business was established to cater for a growing demand for skin products that contain eco-friendly and natural ingredients. There is also an emphasis on eco-friendly packaging.
The company sells its products in health food shops across the country, as well as on-line through its own web site. The company targets customers that want high quality, eco-friendly products. Market research and NatureCares basic customer database has identified that around 70% of customers are professional women aged 25 to 55 (a total of 120 customers).
The company currently has a small range of products that include:
Cleansing creams to soothe skin during make-up removal. Primary ingredients include Shea butter to nourish the skin and plants extracts that are also rich in essential oils with regenerating and anti-inflammatory properties. This product will be for delicate and mature skins and could also be used as a baby cream.
Multi Protection Day Moisturizing Creams for dry to normal skin types that help protect the skin during the day and includes Shea butter and extracts from fragile green algae that provides hydrating and protective properties.
Regenerating facial scrub to clean off dead skin cells to promote regeneration of healthy new cells. This product will be used for most skin types.
Information relevant to identifying, developing and managing organisational change
The strategic goals and objectives of the company are to:
increase profitability by 10%.
expand the product range by 15%.
Shareholders have confirmed that banks are willing to finance 70% of any ventures established to achieve the objectives. The shareholders will find the remaining 30%.
Currently the company employs the following staff: Human Resource manager, Accounts Manager, Marketing Manager, Marketing Assistant, Sales Manager, four customer service representatives, Office Manager, Administration Assistant, Operations Manager, Financial manager, Payroll administrator, Finance assistant (accounts payable and receivable etc.) as well as the CEO and two shareholders as indicated above.
As Human resource manager, you are responsible to plan, coordinate and direct the administrativefunctionsof NatureCare. This includes:
overseeing the recruiting, interviewing, andhiringof new staff
consulting with top executives on strategic planning
serving as a link between NatureCares management and employees.
The CEO has asked you (in consultation with the other managers) to lead and manage any changes required to achieve NatureCares objectives and make the most of the online retail opportunities brought about by COVID-19 pandemic. At a recent online CEO networking event, a guest speaker provided the following information about the demand for hand sanitising products:
| Manufacturing cost (per bottle) | $1.50 |
| Sale price (per bottle) | $4.50 |
| Demand | 10 bottles per customer per month |
| Advertising costs (per bottle sold) | $0.20 |
Past experience has shown that the cost to develop a new product is approximately $20 000.
The CEO would also like to see changes to automate internal business processes. He believes that automating processes such as invoicing, supplier payments and payroll will reduce the amount of internal errors made in the organisation and over time improve profitability. The CEO would like you to submit a written change management project plan for his approval.
A recent staff survey about employees attitude towards change showed the following results:
Many staff expressed their fear of robotics and how Robotic Process automation is affecting job security.
In the past, changes have been implemented at NatureCare without involving and considering the input from a variety of staff members. This has led to a lack of trust in management.
As a result of the survey, the CEO has advised you to consider the needs and input from all personnel when developing a communication/education plan to communicate the required organisational changes. He has also approved $10,000 for a change management consultant to advise you on any proposed changes.
Information relevant to developing a communication or education plan:
After consulting with relevant personnel, you received the following feedback regarding the learning preferences and motivation factors of NatureCare staff:
| Staff member | Learning preference | Intrinsic motivation | Extrinsic motivation |
| Marketing Assistant | On-the job training | New challenges | Financial reward |
| Customer service representative 1 | Dedicated training sessions | Learning new skills | Promotion |
| Customer service representative 2 | Reading information to self | Learning new skills | Promotion |
| Customer service representative 3 | Dedicated training sessions | New challenges | Work/life balance |
| Customer service representative 4 | On-the job training | New challenges | Promotion |
| Administration Assistant | Dedicated training sessions | Job security | Recognition |
| Payroll administrator | Mentoring | Learning new skills | Work/life balance |
| Finance assistant | Coaching | Job security | Financial reward |
Information relevant to evaluating organisational change
Assume 3 months has passed.
An invoicing RPA system was implemented in the finance department. There have been no invoicing issues since it was implemented. Since implementation of the RPA system, the finance administrator has taken seven days of sick leave (as opposed to an average of 1 per month in the past). When questioned about the leave, the finance administrator admitted to feeling overwhelmed by the new technology even though they considered their job secure and understood the benefits of RPA.
All other changes were made without any resistance or complications.
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| Internal Communication Policy and Procedures |
NatureCare aims to enhance and streamline communications (internal and external) to reinforce the vision and strategic priorities. As such, we will continue to develop and trial new communication platforms, channels, and tools to improve information sharing and collaboration between all staff members.
This policy is to be implemented in a way that ensures compliance with relevant legislative requirements and standards of best practice.
NatureCare expects that staff will use the channels and for business purposes only and comply with all relevant policies and procedures, the Code of Conduct.
Communication channels
NatureCare has a number of internal communication channels available, including:
| Channel | Purpose |
| Project or action plans | All plans should be communicated in writing to those responsible for steps in the plan (via email). Action plans must be updated to show completion of each action/process or task. |
| Executive team meetings | Information relevant to all line managers should be discussed at the weekly executive team meeting and a summary report of the issue provided to each line manager. (If urgent, an email should be sent instead). |
| Team meetings | Information relevant to a specific team should be discussed at the weekly team meeting (If urgent, an email should be sent or a telephone call made instead). |
| Staff bulletin | This contains Information from the executive to staff which is important and relevant to their interests, including training, employment vacancies and important announcements. Contributions for the Staff Bulletin must be approved in advance by the contributors relevant manager before being sent to the communications officer for review and inclusion. |
| Staff surveys | These are used to gather information and feedback from all staff members. Surveys should be sent to staff via email link. |
| Enterprise social networks (e.g. Yammer, Facebook) | These may be used by groups of staff to collaborate and communicate on projects online (e.g. to share and comment on work-related ideas, news and activities). Personal use of these platforms may not be used during work hours. Use of these networks must comply with the Social Media Policy. |
| All Staff emails | Emails are used for messages to and between staff. Staff are required to read all their work-related emails. |
| Email distribution lists | Email distribution lists may only be used by the executive team and should adhere to the Privacy policy. |
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Management
Authors: Schermerhorn, John, Davidson, Paul, Factor, Aharon, Woods, Peter, Simon, Alan, McBarron, Ellen
6th Asia Pacific Edition
9780730329534
