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Learner Instructions 3 Skills Test Submission details Students Name Student ID Group Assessors Name Assessment Date/s Pre-Assessment Checklist The purpose of this checklist The pre-assessment

Learner Instructions 3 Skills Test Submission details
Students Name
Student ID
Group
Assessors Name
Assessment Date/s
Pre-Assessment Checklist
The purpose of this checklist
The pre-assessment checklist helps you determine if you are ready for assessment. Your trainer/assessor must review the checklist with you before you attempt the assessment task. If any items of the checklist are incomplete or not clear, your trainer/assessor must provide relevant information to you to ensure you understand the requirements of the assessment task. You must ensure you are ready for the assessment task before undertaking it.
Section 1: Information for Students
? Make sure you have completed the necessary prior learning before attempting this assessment. ? Make sure your trainer/assessor clearly explained the assessment process and tasks to be completed. ? Make sure you understand what evidence is required to be collected and how. ? Make sure you know your rights and the Complaints and Appeal process. ? Make sure you discuss any special needs or reasonable adjustments to be considered during the assessment. ? Make sure that you have access to a computer and the internet. ? Make sure that you have all the required resources needed to complete this Assessment Task. ? The due date of this assessment task will be provided by your Trainer/Assessor. ? In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can be granted by the trainer/assessor. Evidence of the compelling and compassionate circumstances must be provided together with your request for an extension to submit your assessment work. ? The request for an extension to submit your assessment work must be made before the due date.
Declaration (Student to complete) ? I confirm that the purpose and procedures of this assessment task has been clearly explained to me. ? I confirm that I have been consulted about any special needs I might have in relation to the assessment process. ? I confirm that the criteria used for this assessment has been discussed with me, as have the consequences and possible outcomes of this assessment. ? I confirm I have accessed and understand the assessment information as provided in YES Colleges Student Handbook. ? I confirm I have been given fair notice of the date, time, venue and/or other arrangements for this assessment. ? I confirm that I am ready for assessment. Student Name: ______________________________________ Student Signature: ___________________________________
Assessment type:
  • Skills Test
Instructions provided to the student:
Assessment task description:
  • This is the third (3) assessment task you must successfully complete to be deemed competent in this unit of competency.
  • This assessment task is a skills test.
  • You are required to complete a set of activities, develop and implement learning and development strategy and evaluate the quality of training and assessment products in this assessment task.
  • You will receive your feedback within 7 days of submission, and you will be notified by your Trainer/Assessor when your results are available.
  • You must attempt all parts of the assessment task for your trainer/assessor to assess your competence in this assessment task.
Applicable conditions:
  • This skills test is untimed and is conducted as an open book assessment (this means you are able to refer to your textbook or other learner materials during the assessment).
  • You will be assessed independently in this assessment task.
  • No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Yet Satisfactory.
  • As you complete this assessment task, you are predominately demonstrating your skills, techniques and knowledge to your trainer/assessor.
  • Your trainer/assessor may ask you relevant questions during this assessment task
Resubmissions and reattempts:
  • If you are unable to achieve a satisfactory result for this task on your first attempt, two more resubmissions are permitted before you are deemed not yet satisfactory in this task.
  • You must speak to your trainer/assessor if you have any difficulty in completing this task and require reasonable adjustments.
  • For more information, please refer to YES Colleges Student Handbook.
Purpose of the assessment:
The purpose of this assessment task is to complete a set of activities, develop and implement a learning and development strategy and evaluate the quality of training and assessment products in a range of contexts and industry settings.
  • Skills to examine and review organisational policies and procedures relevant to training and assessment
  • Skills to develop consultation and communication processes to support and encourage stakeholder input into design, implementation and review of organisational learning and development strategy
  • Skills to source learning resources or assessment tools and modify, if required, to meet requirements of organisational learning strategies
  • Skills to implement plans for improving organisational learning strategies.
Task instructions:
  • This assessment task aims to assess your skills essential to complete a set of activities, develop and implement learning and development strategy and evaluate the quality of training and assessment products.
  • You will take on the role of the HR Manager.
  • Your Assessor will take on the role of the Operations Manager.
  • Your Assessor will assign the role of the Customer Service Manager to the staff members.
  • You will have the responsibility to manage the team members.
  • For meetings:
    • Your Assessor will supervise/observe the meeting
    • You must complete the meeting agenda, meeting minutes and associated templates
  • You must use the templates provided to document your responses.
  • You must follow the word limits specified in the templates.
  • Your Assessor will assess you using the performance checklist provided.
Skills Test: This assessment task requires you to play the role of the HR Manager in Online Media Solutions. As the HR Manager, you will be required to:
  • Contribute to developing a learning and development strategy.
  • Evaluate the effectiveness of learning and development strategy while implementation and recommend improvement.
This includes:
  • Examining and reviewing organisational policies and procedures relevant to training and assessment.
  • Developing consultation and organisational processes that support and encourage stakeholder input into design, implementation and review of organisational learning and development strategy.
  • Sourcing learning resources or assessment tools and make modifications, if required, to meet the requirements of organisational learning strategies.
  • Implementing plans for improving organisational learning strategies.
Case study Online Media Solutions is a marketing and web development business based in Melbourne, Australia. From idea to design, development and marketing, we achieve results for our clients and grow their business. We have ventured into the web service industry to offer our superior and unique services to small businesses and organisations. Our experience and expertise in web sales and e-commerce give us the backing to provide solutions that are currently lacking in the market. There is an all-time high demand for web development and marketing for small businesses with signs of rising further. Interestingly, few web developers have taken advantage of this opportunity, leaving the industry with no dominant provider. The high costs of the projects and the focus on more prominent companies and organisations could be the contributing factor as to why this market remains untapped. We have a system that will reduce the project costs dramatically, giving us the opportunity to offer quality services at reduced prices. Mission Our professional team of specialists with industry expertise deliver solutions not only for leading brands but also for non-profit organisations and innovative start-up businesses. We aim to reach success by providing unique yet creative solutions to our customers that will elevate their online presence. Our vision Quality web solutions with a sound technical foundation that enable our clients to impress their customers and improve their online image worldwide. We want to make our customers stand out in the online environment and become the leading provider of online services for small and medium-sized businesses. Keys to success
  • We will offer quality web services to small businesses and organisations at affordable prices.
  • Customised and tailored services.
  • Establishment of alliances and partnerships with internet service providers and organisations involved in computer consultancy
Services offered We offer the following services to our clients:
  • Interface and Web Design Services
    • E-commerce
    • Web development
    • Responsive web design
  • WordPress Development Solutions
  • HTML and CMS Development Services
  • Coding
  • Graphic Design
  • Application development
  • Online marketing
    • Search Engine Optimisation
    • Pay Per Click (PPC) Marketing
    • Content marketing
    • Social media marketing
    • Online Email Marketing
  • Copyrighting
    • Content and Production Copyright
  • Web hosting and support
Values
  • Quality service to our clients
  • Integrity and accountability
  • Reliability
  • Quality
  • Innovation
  • Respect
Organisational hierarchy Strategic objectives and operational plan Strategic objectives: The strategic objectives of Online Media Solutions are as follow:
  • Increase brand awareness/presence by at least 20%
    • Send out newsletters to potential clients
    • Place adverts on various business publications and journals with a wide readership.
    • Use social media platforms for marketing our services
  • Establishing a reputation for exceptional customer service and end to end solutions and achieve a customer satisfaction rate of 90%.
    • Providing excellent customer services by resolving the customer issues within 24 hours
    • Ensure quality services are delivered within the specified timelines
    • Implement loyalty programs to retain clients
    • Enhance our customer value proposition
  • To target net profit margins of 30% in the first year and 40% in the second year by improving operational efficiency
    • Reduce cost and improve process efficiencies
    • Improve operating margins
    • Improve cash flow and reduce debts
  • Supporting staff performance by offering ongoing training and professional development
    • Conducting performance reviews on a regular basis and address the areas of development by offering training and professional development
    • Ensure the currency is knowledge is in accordance with the industry standards.
    • Have continuous improvement systems in place that focus on employees skills development
Operational plan: Customer service department
Objective: Establishing a reputation for exceptional customer service and an end to end solutions and achieve a customer satisfaction rate of 90%.
Strategy Actions KPIs Responsibility Date
Provide training and developing excellent customer service skills Provide appropriate coaching and training to the team members. Employee ratings Increase in customer satisfaction rates Customer service and HR team Q1
Developing a survey for customers to rate different skills to assess areas of improvement.
Assessing the customer rating of each staff member
Implement loyalty programs Planning the loyalty program % increase in revenues Customer retention life span Customer service team Q1
Developing the loyalty program considering the organisational requirements and analysis of customer preferences
Implement the customer loyalty program
Team members and their roles and responsibilities The roles and responsibilities of the customer service team members are as follow: Customer service Manager:
  • Track individual and team metrics: productivity, revenue
  • Delegate tasks to individual sales representatives
  • Monitor and provide a strategy for performance improvement with logged calls, performance metrics, revenue metrics
  • Access data for goal setting analytics, team meetings, and reporting to executives
  • Update and override account and individual contacts
Customer service representative
  • Track customer interactions
  • Keep contact information up to date
  • Set tasks and reminders for follow-up with contacts
  • Creates and builds workflows for a faster task and contact management
  • Identify bundling and upsell opportunities for current customers
  • Produce quotes and contracts
Organisations commitment to performance management Online Media Solutions is committed to improve its operations and manage the performance of its employees to stay competitive in the industry. Online Media Solutions has an existing performance management system to ensure that that employees perform to a high standard. The objective of this performance management system are as follow:
  • Clarifying job responsibilities and expectations.
  • Enhancing individual and group productivity.
  • Developing employee capabilities to their fullest extent through effective feedback and coaching.
  • Driving behaviour to align with the organisations core values, goals and strategy.
  • Improving communication between employees and managers.
Performance management system and processes The following are the performance management system and processes used at Online Media Solutions. Performance management - Policy and procedures
Purpose The purpose of this policy is to guarantee that performance management is executed in a coherent, fair, and translucent manner by the organisational requirements.
Scope The scope of this policy encompasses the performance management process by the employees and any external contractor of the company.
Resources The express procedures for the execution of this policy are available below and additionally listed on the companys intranet.
Responsibility Managers are to:
  • conduct formal performance review conferences twice a year
  • observe individual performance every month, noting significant performance (positive, negative, or both) observations
  • employ the performance management documents to log both formal and informal performance reviews
  • allow employees the chance to strengthen their professional development also allowing for personal growth too
  • allow for pathways for training and development, which would be indicated by the individuals development plan
  • assign underperforming employees with extra coaching sessions (whether formal or informal) and allow room for development throughout the review process
  • give opportunities to employees to disclose their future career advancement objectives
Relevant legislation, etc.
  • Privacy Act 1988 (Cwlth)
  • Equal Opportunity Act 2010 (Vic)
  • Fair Work Act 2009 (Cwlth)
  • AS ISO 15489: 2002 Records management
Method to conduct performance reviews The employees conduct and workplace efficiency will be observed and assessed systematically throughout the working year. The performance review includes three key elements:
  • formal review meeting
  • a monthly follow-up consultation
  • progressive monitoring of the employees performance.
Formal review meeting This formal review meeting is an essential stage in the performance review process. Fundamentally, this stage includes collating all the files on observations and assessments from the employees performance records. These are the essential components of the discussion:
  • reflect on productivity and efficiency
  • refresh the required responsibilities involved in the job description
  • review achievements, and discuss areas that require improvement or need focus
  • appoint mutually agreed objectives
  • acknowledge the critical areas for development for increased effective performance
Documentation The performance review document files is an essential manual to observe the standards expected of the staff, their job-related objectives, and their development plans. Using specific documents maintains the morality of the information and also assists the managers and employees in being certain that the review is completed accurately. Timing The performance of employees is required to be formally evaluated every six months, with a follow-up review within one month of the review meeting. Monthly follow-up discussion The follow-up evaluation allows for managers and their employees to re-consider goals and objectives, standards and development plans to:
  • establish development is in progress
  • pinpoint any changes influencing the achievement of the purposes set out
  • build a development plan, if not done so, and examine the plan strategically
  • modify standards and targets, if required.
Implementation of the performance review process Coaching underperforming employees What do we coach? Generally, performance issues can be fixed through constructive communication between managers and their employees. Broadly, coaching applies to any ability at any point so that most employees will benefit from a form of mentoring in some way. It is an uncomplicated way to set, explore and examine goals in a collective manner. When do we coach? There is a difference between formal training and coaching, so the real question is, where do you intervene, or do you allow the employees to solve the problems for themselves? So it is essential to:
  • Monitor the employees work and be observant of peculiar triggers. A classic example is noticing an attitude change in the employee or a decline in the employees KPIs.
  • Instruct when you want to direct attention to a particular feature of the employees performance.
  • Do it immediately without hesitation. Coaching is a method that is proven to be most effective when it happens quickly.
How do we coach?
  • Valuable coaches confront and quiz the employee to aid them to identify how to improve.
  • Meetings should concentrate on no more than two or three features of the employees performance, and employees will not retain the crucial impact of the meeting.
  • Coaching conversations should be limited to briefly between 5 to 15 minutes in length.
  • A successful coach understands what motivates team members and comprehends that people are motivated in alternative ways. Sensitivity is essential when thinking about employee motivation.
  • Good coaching is guiding and steering in the right direction, not expressly telling or doing.
  • Allow the employee to take responsibility for the problem and the solution following it.
  • Ensure that any critical aspects noted from coaching sessions are noted and filed in the employees file.
The GROW Model A model that is commonly used during coaching sessions is GROW; it is simple but proven to be effective. GROW is an acronym that stands for: Goal (current) Reality Options Will. Goal Firstly, the aspect of performance that needs to be changed needs to be identified, then structure this as an objective to accomplish. Reality (Current) Investigating the origin of problems leads to studying what is happening and how the issue is impacting them. At this stage, it is important not to jump to a conclusion for the performance problem, rather use some useful questions such as:
  • How is this change affecting your work?
  • If things changed, do we need to revisit how we planned to approach this?
Options Once the current reality has been examined, the next step is to explore options to solve the issue. At this stage, employees should be reassured to share their ideas and opinions about what might be done. Ask questions like:
  • What other alternatives have you thought out on how we might handle this?
  • What are the options?
  • What are the other ways we could tackle this? Are there risks are involved? If so, what are they?
  • If any, what are the constraints?
Will By this stage, the employee should have an obvious idea of how to handle the situation. The final step of coaching is to get the team member to execute their conduct. Questions to aid this stage and how will they be able to take this forward?
  • What are the ways youre going to accomplish this?
  • What obstacles could impede this from happening?
  • What else will you do?
Staff training and assessment policies and procedures Purpose Whilst the company employs skilled personnel to deliver quality services to clients, the organisation recognises and plans for further training and development of all staff with the view of improving critical thinking skills and values. Through staff development, the company will train employees to get ready for future leadership roles. Policy Staff engaged by the company are required to be proactive in their own development and will be provided with opportunities to advance their own development. This will be achieved by:
  • Undertaking of an initial Training Needs Analysis negotiated during the staff orientation;
  • Creating a learning environment that encourages development in critical thinking;
  • Providing opportunities to develop capabilities through undertaking training;
  • Monitoring and improving learning effectiveness
Staff employed by the company will have future leadership roles. This will be achieved through:
  • Formal and informal activities;
  • Providing validation and feedback on current critical thinking skills;
  • A learning system for the organisation that clearly supports the application of critical thinking methods
The employees are required to undertake an ongoing learning system to develop critical thinking skills. Training is to be undertaken by the HR Manager. HR Manager will:
  • Identify the learning needs of employees and team members concerning critical thinking skills by asking questions to identify knowledge gaps.
  • Identify the learning opportunities based on the learning needs identified.
  • Develop a learning system for the organisation.
  • Ask questions of self and others to broaden knowledge and understanding of the team member cohort.
  • Undertake monitoring activities of team skill development and apply relevant legislation and organisation policies for the development of staff.
Improvement processes By undertaking the monitoring activities of the team skill development, the company will identify further improvement in critical thinking activities. This will be done by:
  • Monitoring team and individual performance to determine the type and extent of any additional work-based support required to enhance critical thinking
  • Use feedback from individuals and teams to identify and introduce improvements in future learning arrangements
  • Incorporate areas identified for further improvement when undertaking future planning
Workplace simulated scenario (Current training and assessment requirements) The customer service department of Online Media Solutions has been unable to achieve the customer service satisfaction targets set in the strategic objectives and the operational plan. Based on the analysis of the customer survey conducted, it was identified that the main reason behind the customer service department unable to achieve the satisfaction targets was the lack of the ability of customer service representative to handle complex customer issues. To address this issue, the customer service manager provided the required coaching based on the performance development policy and procedures. However, the coaching proved to be ineffective, and similar customer ratings were achieved in the next month. The management wants to address this issue in the short and long term to work towards the achievement of its strategic objective. The management wants the HR Manager to develop and implement learning and development strategies that closely links with its overall strategic objectives and operational plan related to the customer service department. Your job responsibilities As part of your job role, you have the following job responsibilities:
  • Evaluate methods of learning and development against organisational requirements and analyse the impact of organisational learning and development on organisation, and consult relevant stakeholders
  • Examine and review options for deploying quality policies and processes in organisational learning and analyse and plan requirements for an organisational learning strategy to support organisational strategic and policy requirements
  • Analyse and plan technological and systems requirements for an organisational learning strategy and ensure the organisational strategy align with human resources and learning requirements and plans
  • Develop procedures to liaise with educators, learners and others and monitor learning and development strategies and learning and development resources
  • Design, collaboratively with relevant stakeholders, organisational learning and development strategy and develop flexible learning, development and assessment strategies to support organisational requirements
  • Establish processes and procedures for allocating and managing resources and staff required to implement an organisational learning strategy
  • Contribute to the development of compliant assessment processes according to organisational requirements
  • Evaluate current organisational learning strategy and review performance of resources and people supporting organisational learning strategy
  • Construct and present plans for improving organisational learning strategy.
Skills Test: This assessment task requires you to play the role of the HR Manager in Online Media Solutions. This assessment task requires you to:
  • Contribute to developing a learning and development strategy.
  • Evaluate the effectiveness of learning and development strategy while implementation and recommend improvement.
In the course of the above, you must:
  • Examine and review organisational policies and procedures relevant to training and assessment.
  • Develop consultation and organisational processes that support and encourage stakeholder input into design, implementation and review of organisational learning and development strategy.
  • Source learning resources or assessment tools and modify, if required, to meet the requirements of organisational learning strategies.
  • Implement plans for improving organisational learning strategies.
To do so, you must complete the following activities:
  • Activity 1: Contribute to learning and development strategy formation
  • Activity 2: Develop a learning and development strategy
  • Activity 3: Contribute to the development of compliant assessment processes according to organisational requirements
  • Activity 4: Examine and review organisational policies and procedures relevant to training and assessment
  • Activity 5: Evaluate the effectiveness of that learning and development strategy
The roles and their responsibilities: Relationships with stakeholders such as Operations Manager and Customer Service Manager The assessment task requires you to communicate with a number of organisational stakeholders. The main roles applicable to the assessment task includes: Role number 1: Operations Manager: The Operations Manager will:
  • Assign a team to you to complete the project
  • Assist you in understanding the task requirements
  • Collaborate with you to analyse the impact of organisational learning and development on organisation
  • Collaborate with you to design development and assessment strategies to support organisational requirements
  • Provide you information about job roles and responsibilities
  • Supervise you completing the assessment task and requirements
Role number 2: Customer Service Manager: The Customer Service Manager is the students co-worker or workfellow. Their job role and responsibilities are:
  • Assist you in completing the project on time
  • Collaborate with you to analyse the impact of organisational learning and development on organisation
  • Collaborate with you to design development and assessment strategies to support organisational requirements
  • Participate in a healthy and open discussion
Note:
  • The trainer/assessor will take on the role of Operations Manager.
  • Each student will be assessed individually for all assessment activities.
Timeframe to complete the project: Your Assessor will inform you when this assessment is due. Task requirements
  • You will be assessed on your technical knowledge and skills to complete this project
  • You will be assessed on working in a team environment and meeting your job role and responsibilities
  • You must follow the instructions provided by the trainer/assessor.
  • All individuals must complete their role and assigned responsibilities and meet the specified deadlines
  • The task must be completed in the specified timeframe
Your trainer/assessor will supervise and observe you completing the above activities. Activity 1: Contribute to learning and development strategy formation This activity requires you to contribute to developing a learning and development strategy for the customer service department of Online Media Solutions. To do so, you are required to complete the following parts:
  • Part A: Evaluate methods of learning and development against organisational requirements
  • Part B: Analyse the impact of organisational learning and development on organisation
  • Part C: Examine and review options for deploying quality policies and processes in organisational learning
  • Part D: Analyse and plan requirements for an organisational learning strategy
  • Part E: Analyse and plan technological and systems requirements
  • Part F: Develop consultation and communication processes
Part A: Evaluate methods of learning and development against organisational requirements This part of the activity requires you to evaluate learning and development methods against the current training and assessment requirements given in the Workplace simulated scenario and document the outcomes using Template 2. To do so, you are required to:
  • Evaluate the formal and informal learning and development methods against the organisational requirement given in the Workplace simulated scenario.
  • Document any three (3) learning and development methods that best suit the requirements of the organisation.
  • Provide reason for selection of each learning and development method.
  • Complete Template 2.
Template 2: Evaluation of learning and development methods
Evaluation of learning and development methods
Evaluation of the formal and informal learning and development methods against the organisational requirement (150-200 words)
Three (3) learning and development methods that best suit the requirements of the organisation along with the reason for selection. (400-500 words)
Part B: Analyse the impact of organisational learning and development on organisation This part of the activity requires you to analyse the impact of organisational learning on the customer service department of the Online Media Solutions and consult the following stakeholders:
  • Operations Manager
  • Customer service Manager
For trainer/assessor:
  • The trainer/assessor will take on the role of the Operations Manager.
  • The trainer/assessor will allocate the role of the customer service manager to the staff member.
To do so, you are required to follow the steps given below:
  • Step 1: Research and analyse five (5) positive impacts of organisational learning on the customer service department of Online Media Solutions and document using Template 3.
  • Step 2: Develop a procedure to measure the impact of learning and development and document using Template 3.
  • Step 3: Present your analysis to the stakeholders and consult them regarding potential improvements to the procedure to measure the impact of learning and development on the customer service department of Online Media Solutions. Document their feedback using Template 3.
  • Step 4: Make amendments to the procedure presented in Step 3 based on the feedback using Template 3 and gain approval from your trainer/assessor (Operations Manager).
Template 3: Impact of organisational learning and development
Impact of organisational learning and development
Five (5) positive impacts of organisational learning on customer service department of the Online Media Solutions (300-400 words)
Procedure to measure the impact of learning and development on the customer service department of the Online Media Solutions. (300-400 words)
Feedback received
Feedback received by: Feedback: Feedback received by: Feedback:
Amended procedure to measure the impact of learning and development on the customer service department of the Online Media Solutions. (300-400 words)
Approved by: Approval date:
Part C: Examine and review options for deploying quality policies and processes in organisational learning This part of the activity requires you to examine and review options for deploying quality policies and processes in organisational learning and develop principles of quality management using Template 3. To do so, you are required to follow the steps given below:
  • Step 1: Examine and review three (3) options for deploying quality policies and processes in the organisations learning based on ISO 9001: 2015 Quality Management standard and document using Template 4.
  • Step 2: Develop the principles of the quality management system as per ISO 9001:2015 standard that must be adhered to so as to meet the compliance requirements and document using Template 4.
Template 4: Options for deploying quality policies and processes in organisational learning
Options for deploying quality policies and processes in organisational learning
Three (3) options for deploying quality policies and processes in the organisations learning. Document the outcomes of the review conducted for each option. (400-500 words)
Principles of the quality management system as per ISO 9001:2015 standard (300-400 words)
Part D: Analyse and plan requirements for an organisational learning strategy This part of the activity requires you to plan requirements for an organisational learning strategy to support organisational strategic and policy requirements given in the case study. To do so, you are required to follow the steps given below and document the outcomes using Template 5:
  • Step 1: Analyse the information given in organisational strategic objectives and policies and procedures given in the case study.
  • Step 2: Discuss how the organisational learning strategy will support organisational strategic objectives and policies and procedures for the customer service department?
  • Step 3: Plan requirements, including training and human resource requirements for an organisational learning strategy to organisational strategic objectives and policies and procedures for the customer service department.
Template 5: Requirements for an organisational learning strategy to support organisational strategic and policy requirements
Requirements for an organisational learning strategy to support organisational strategic and policy requirements
How will the organisational learning strategy support organisational strategic objectives and policies and procedures for the customer service department? (200-250 words)
Requirements, including training and human resource requirements for an organisational learning strategy to organisational strategic objectives and policies and procedures for the customer service department. (300-400 words)
Part E: Analyse and plan technological and systems requirements This part of the activity requires you to analyse and plan technological and systems requirements to develop and implement the learning and development strategy for Online Media Solutions customer service department. To do so, you are required to follow the steps given below and document the outcomes using Template 6:
  • Step 1: Analyse and document the technological and systems requirements to develop and implement the learning and development strategy for Online Media Solutions customer service department.
  • Step 2: Complete Template 6.
Template 6: Technological and system requirements
Technological and system requirements
Technological and systems requirements to develop and implement the learning and development strategy for Online Media Solutions customer service department (250-300 words)
Part F: Develop consultation and communication processes This part of the activity requires you to develop the following consultation and communication processes:
  • Consultation and communication process 1: Design stage of the learning and development strategy
  • Consultation and communication process 2: Implementation and review of organisational learning and development strategy.
The purpose of consultation process 1 is to support and encourage stakeholder input into the design of organisational learning and development strategy for the customer service department of Online Media Solution. The purpose of consultation process 2 is to support and encourage stakeholder input into implementing and reviewing organisational learning and development strategy for the customer service department of Online Media Solution. You must design consultation and communication processes using Template 7 and Template 8. Each consultation and communication process must include the following details:
  • Communication and consultation objectives
  • Stakeholders to be consulted
  • The message that needs to be communicated
  • Communication channel
  • Timelines for communication
Template 7: Communication and consultation process (Design stage)
Communication and consultation process
Communication and consultation objectives Stakeholders to be consulted The message that needs to be communicated Communication channel Timelines for communication
Template 8: Communication and consultation process (Review and implementation stage)
Communication and consultation process
Communication and consultation objectives Stakeholders to be consulted The message that needs to be communicated Communication channel Timelines for communication
Performance Checklist
For Activity 1, your Assessor will look for evidence that you have:
  1. Evaluated methods of learning and development against organisational requirements.
  • Evaluated the formal and informal learning and development methods against the organisational requirement Workplace simulated scenario.
  • Documented any three (3) learning and development methods that best suit the requirements of the organisation.
  • Provided reason for selection of each learning and development method.
  1. Analysed the impact of organisational learning and development on organisation.
  • Researched and analysed five (5) positive impacts of organisational learning on the customer service department of Online Media Solutions and document using Template 3.
  • Developed a procedure to measure the impact of learning and development.
  • Presented the analysis to the stakeholders and consulted them regarding potential improvements to the procedure to measure the impact of learning and development.
Made amendments to the procedure presented in Step 3 based on the feedback.
  1. Examined and reviewed options for deploying quality policies and processes in organisational learning.
  • Examined and reviewed options for deploying quality policies and processes in the organisations learning based on ISO 9001: 2015 Quality Management standard
  • Developed the principles of the quality management system as per ISO 9001:2015 standard that must be adhered to so as to meet the compliance requirements.
  1. Analysed and planned requirements for an organisational learning strategy.
  • Discussed how the organisational learning strategy will support organisational strategic objectives and policies and procedures for the customer service department.
  • Planned requirements, including training and human resource requirements for an organisational learning strategy to organisational strategic objectives and policies and procedures for the customer service department.
  1. Analysed and planned technological and systems requirements.
  • Analysed and documented the technological and systems requirements to develop and implement the learning and development strategy for Online Media Solutionss customer service department.
  1. Developed consultation and communication processes.
  • Included the content specified.
  • Documented the consultation and communication for the different phases of learning and development strategy.
Activity 2: Develop a learning and development strategy This activity is a continuation of Activity 1. This activity requires you to develop a learning and development strategy for the customer service department of Online Media Solutions. To do so, you are required to complete the following two (2) parts:
  • Part A: Design a learning and development strategy in collaboration with the relevant stakeholders
  • Part B: Develop a learning and development strategy for the customer service department of Online Media Solutions.
Part A: Design a learning and development strategy in collaboration with the relevant stakeholders This part of the activity requires you to collaborate with the following stakeholders and design a learning and development strategy:
  • Operations Manager
  • Customer Service Manager
The trainer/assessor must observe the student conducting the meeting. The trainer assessor must further brief the student and the staff members of their roles and responsibilities and Script to be followed before the meeting. The roles and responsibilities are as below:
Roles and responsibilities (HR Manager/Student)
  • Discuss the need for organisational learning and development strategy.
  • Consult the stakeholders and seek regarding the key elements to be included in the learning and development strategy design.
  • Uses listening and questioning to confirm and clarify understanding.
  • Conduct the meeting based on the Script provided.
  • Answer the questions asked by the Stakeholders.
Roles and responsibilities (Operations Manager and Customer Service Manager)
  • Ask questions to understand and clarify information regarding the need for organisational learning and development strategy.
  • Provide feedback to the HR Manager based on the Script provided.
To conduct the meeting, you must follow the meeting process and the meeting script provided below. Meeting process:
Before the meeting 1. Create a meeting agenda.
  • Confirm the meeting time and place with the trainer/assessor.
  • Use the meeting agenda template provided to prepare the meeting agenda.
2. E-mail the meeting agenda to the meeting participants and request confirmation for the meeting.
During the meeting 1. Welcome the participants 2. Discuss the need for organisational learning and development strategy. 3. Clarify the understanding of the stakeholders. 4. Conduct the meeting based on the Meeting script provided.
After the meeting 1. Summarise the agreed outcomes using the meeting minutes template provided.
Meeting script:
Script: Meeting The Operations Manager will first discuss the need for organisational learning and development strategy. The Operations Manager will then answer the questions asked by the stakeholders to clarify their understanding. After answer the questions, the Operations Manager will then discuss the following questions to seek feedback on the key elements to be included in the organisational learning and development strategy. Q1. What should be the organisational learning and development strategy align with? Q2: What key elements should be included in the organisations learning and development strategy?
Script for the participants: Note: The stakeholders (Operations Manager and Customer Service Manager) will ask the following questions to clarify information regarding organisational learning and development strategy: Q1: What are the preferred learning and development methods? Q2: What are the organisational strategic and policy requirements for learning and development strategy? After clarifying the information regarding the organisational learning and development requirements, the participants will then discuss the following response to the question asked by the HR Manager: 1. The learning and development strategy must align with human resources and learning requirements and plans. 2. The learning and development strategy must include the following elements:
  • Introduction to the learning and development strategy.
  • Human resources and learning requirements and plans
  • Procedures to liaise with educators, learners and others
  • Procedures to monitor learning and development strategies and learning and development resources.
  • Flexible learning, development and assessment strategies to support organisational requirements
  • Processes and procedures for allocating and managing resources and staff required to implement the organisational learning strategy.
  • Strategies to evaluate the effectiveness of learning and development strategy.
MEETING AGENDA TEMPLATE: Meeting 1
Meeting/Project Name:
Date of Meeting: (MM/DD/YYYY) Time:
Meeting Facilitator: Location:
1. Meeting Objective
2. Attendees
Name Department/Division E-mail Phone
3. Meeting Agenda
Topic Owner Time
4. Pre-work/Preparation (documents/handouts to bring, reading material, etc.)
Description Prepared by
MEETING MINUTES: Meeting 1
Meeting Minutes:
Date of Meeting: (MM/DD/YYYY) Time:
Minutes Prepared By: Location:
1. Meeting Objective
2. Attendance at Meeting
Name Department/Division E-mail Phone
3. Agenda and Notes, Decisions, Issues
Topic Owner Time
4. Action Items
Action Owner Due Date
5. Next Meeting (if applicable)
Date: (MM/DD/YYYY) Time: Location:
Objective:
Part B: Develop a learning and development strategy This part of the activity is a continuation of Activity 1 and part A of this activity. This part of the activity requires you to develop a learning and development strategy for the customer service department of Online Media Solutions. You must develop the learning and development strategy using Template 9. Word-limit to complete the learning and development strategy is 1200-1500 words. When developing the learning and development strategy, you must incorporate the outcomes of Activity 1 and part A of this activity. To develop the learning and development strategy, you must:
  • Analyse the development of organisational learning strategy and ensure it aligns with the human resources and learning requirements and plans.
  • Develop procedures to liaise with educators, learners and others.
  • Develop procedures to monitor learning and development strategies and learning and development resources
  • Design and develop flexible learning, development and assessment strategies. Ensure the learning, development and assessment strategies support organisational requirements.
  • Establish processes and procedures for allocating and managing resources and staff required to implement the organisations learning strategy.
  • Develop strategies to evaluate the effectiveness of learning and development strategy.
Your learning and development strategy must include the following:
  • Introduction to the learning and development strategy.
    • Provide background to the learning and development strategy.
    • Organisational strategic and policy requirements
  • Human resources and learning requirements and plans
  • Procedures to liaise with educators, learners and others
  • Procedures to monitor learning and development strategies and learning and development resources.
  • Flexible learning, development and assessment strategies to support organisational requirements
  • Processes and procedures for allocating and managing resources and staff required to implement the organisational learning strategy.
  • Strategies to evaluate the effectiveness of learning and development strategy.
After preparing the learning and development strategy, you must also complete Template 10 to demonstrate knowledge of the development process of learning and development strategy. Template 9: Learning and development strategy
Learning and development strategy (1200-1500 words)
Introduction to the learning and development strategy.
  • Provide background to the learning and development strategy.
  • Organisational strategic and policy requirements
Human resources and learning requirements and plans
Procedures to liaise with educators, learners and others
Procedures to monitor learning and development strategies and learning and development resources.
Flexible learning, development and assessment strategies to support organisational requirements
Processes and procedures for allocating and managing resources and staff required to implement the organisational learning strategy.
Strategies to evaluate the effectiveness of learning and development strategy.
Template 10: Set of questions based on the development process of the learning and development strategy
Answer the following set of questions
How you ensured the development of the learning strategy aligned with the human resources and learning requirements and plans? (150-200 words)
How you ensured that the learning, development and assessment strategies support organisational requirements?
Performance Checklist
For Activity 2, your Assessor will look for evidence that you have:
  1. Collaborated with the stakeholders and designed a learning and development strategy.
  • Discussed the need for organisational learning and development strategy.
  • Consulted the stakeholders and seek regarding the key elements to be included in the learning and development strategy design.
  • Used listening and questioning to confirm and clarify understanding.
  • Conducted the meeting based on the Script provided.
  • Answered the questions asked by the Stakeholders.
  1. Completed meeting agenda and meeting minutes template.
  1. Developed a learning and development strategy.
  • Analysed the development of organisational learning strategy and ensure it aligns with the human resources and learning requirements and plans.
  • Developed procedures to liaise with educators, learners and others.
  • Developed procedures to monitor learning and development strategies and learning and development resources
  • Designed and developed flexible learning, development and assessment strategies.
  • Ensured the learning, development and assessment strategies support organisational requirements.
  • Established processes and procedures for allocating and managing resources and staff required to implement the organisations learning strategy.
  • Developed strategies to evaluate the effectiveness of learning and development strategy.
  1. Analysed and planned requirements for an organisational learning strategy.
  • Discussed how the organisational learning strategy will support organisational strategic objectives and policies and procedures for the customer service department.
  • Planned requirements, including training and human resource requirements for an organisational learning strategy to organisational strategic objectives and policies and procedures for the customer service department.
  1. Demonstrated knowledge of the development process of the learning and development strategy.
Activity 3: Contribute to the development of compliant assessment processes according to organisational requirements Activity context: Based on the learning and development strategy developed, formal learning is required to address learning requirements (handling complex customer issues Based on training and assessment requirement given in the case study) The management wants the HR manager to identify, research and source learning resources and modify, if required, to meet the requirements of organisational learning strategies. Description of the activity: This activity requires the student to contribute to the development of compliant assessment processes. To do so, you are required to follow the steps given below:
  • Step 1: Research and identify the unit of competency that would best address the needs of the learning requirements of the customer service department of Online Media Solutions. (Based on the information given in the Activity context)
  • Step 2: Communicate with your trainer/assessor to source learning resources for the identified unit of competency.
  • Step 3: Check the learning resources against the following organisation requirements:
    • Ensure learning resources is compliant with the training requirements as specified in the Activity context.
    • Ensure the learning resources l covers the requirements specified on the Training.gov.au website. (Your trainer/assessor will guide you through this process)
    • Modify the resources to meet the requirements of organisational learning strategies.
    • Submit the modified learning resources to the trainer/assessor.
  • Step 4: Document the outcomes of Step 1 to Step 3 using Template 11.
Template 11: Contribution to the development of compliant assessment processes
Two (2) units of competency that would best address the needs of the learning requirements of the organisation
Learning resources sourced
How you contributed to the development of compliant assessment processes? (150-200 words)
What checks did you perform to ensure the learning resources are compliant with the organisational learning requirements? (150-200 words)
What modifications did you make to the learning materials? (150-200 words)
Per
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