Step 5: Progress Checkpoints: The following schedule will be used to evaluate the team's progress in meeting the Improvement activities. Goal # Activity/Strategy Checkpoint Type of Follow-up Progress Notes Date Expected (memo/call/meeting) 1. 2. Scenario You are the new manager for Careers Call Centre Sales Team B. The team has three staff members- Fernando, Chaoran and Yuki. Careers Call Centre sell mobile phone plans and Sales Team B has the lowest sales figures of all the current teams. All three sales members are from diverse cultural backgrounds and there seems to be quite a bit of tension between different team members, as well as between your team members and the other teams. Chaoran's average sales per day are 3.5 and he has issues with Fernando. He thinks Fernando is being overly loud and very opinionated. He believes that Fernando is trying to become the new team leader and complains that he has no right to tell him what to do. Yuki's average sales per day are two. Yuki finds Chaoran to be very abrasive in his mannerisms and feels that he is always angry and upset at her. This makes her not want to talk to him and she avoids him where possible. Fernando's average sales per day are four. He feels frustrated that Yuki does not speak up for herself when Chaoran is being mean to her and feels Chaoran is stubborn, refusing help and advice. The reason for your appointment as manager is that there have been complaints about the services delivered by this team, and therefore senior managers decided to hire someone externally to manage the team efficiently. They have also identified Few problems in the team: Communication between team members appears to strain at times 19 The reason for your appointment as manager is that there have been complaints about the services. delivered by this team, and therefore senior managers decided to hire someone externally to manage the team efficiently. They have also identified Few problems in the team: . Communication between team members appears to strain at times . The levels of cooperation are falling . Communication with the other teams within the organisation are not as good as they should be. There is no one currently taking on a leadership role . Prioritisation of tasks appears to occur on an ad-hoc basis . Average individual sales are supposed to be five units per day and twenty-five per week for a full- time employee Last week the total sales were 50 (10 for Yuki, twenty-five for Fernando and fifteen for Chaoran) Currently the management has no systems in place to gather team members input into planning, decision- making and general operational aspects of the team or support team members to achieve the organisational objectives and goals. Only team meetings are held on quarterly basis, where the team leaders have input into the planning, decision making and operational aspects of team members performance and the support or the training that they need. Based on the team leaders' feedback, the training sessions are organised. There is no input from the team members. While each of the team members were selected for their role based on demonstrated skills and expertise, they seem unable to work together effectively. Your initial role, therefore, is that of trouble shooter, problem solver and team facilitator. You need to bring ... Your initial role, therefore, is that of trouble shooter, problem solver and team facilitator. You need to bring this group of people together to form a cohesive, effective and productive team and to make sure that the Assessment Task 2 (Student Information) - BSBLDR414 Version 2- Updated April 2022 Page 5 of 29 Assessment Resource | BSBLDR414 Lead team effectiveness MENZIES INSTITUTE OF TECHNOLOGY organisational goals, plans and objectives are well understood by them, and that there is a mutual understanding of team purpose, roles, responsibilities and accountabilities. The organisational goals, plans and objectives are as follow: Organizational goals . A sustainable workplace environment. Meet or exceed call center metrics while providing excellent consistent customer service. Organizational objectives Improving sales and recommendations for products and services better suit client needs. Building lasting relationships with clients and other stakeholders based on trust and reliability. . . Improve support for team members regular feedback on performance. Improve conflict resolution between members Focus on the efficiency of the organisation, not the effectiveness of the individual Continuous professional development and training of employees . Continuous gathering of internal and external feedback from all stakeholders for improvement of workplace processes better. . Empower customer service staff to handle customer issues and trust them to do the right thing. Key performance indictors . Average sales per day . Compliance with all company policies and procedures Achievement of sales targets . Step 5: Progress Checkpoints: The following schedule will be used to evaluate the team's progress in meeting the Improvement activities. Goal # Activity/Strategy Checkpoint Type of Follow-up Progress Notes Date: Expected (memo/call/meeting) 1. 2. 3. BE Step 5: Progress Checkpoints: The following schedule will be used to evaluate the team's progress in meeting the Improvement activities. Goal # Activity/Strategy Checkpoint Type of Follow-up Progress Notes Date Expected (memo/call/meeting) 1. 2. Scenario You are the new manager for Careers Call Centre Sales Team B. The team has three staff members- Fernando, Chaoran and Yuki. Careers Call Centre sell mobile phone plans and Sales Team B has the lowest sales figures of all the current teams. All three sales members are from diverse cultural backgrounds and there seems to be quite a bit of tension between different team members, as well as between your team members and the other teams. Chaoran's average sales per day are 3.5 and he has issues with Fernando. He thinks Fernando is being overly loud and very opinionated. He believes that Fernando is trying to become the new team leader and complains that he has no right to tell him what to do. Yuki's average sales per day are two. Yuki finds Chaoran to be very abrasive in his mannerisms and feels that he is always angry and upset at her. This makes her not want to talk to him and she avoids him where possible. Fernando's average sales per day are four. He feels frustrated that Yuki does not speak up for herself when Chaoran is being mean to her and feels Chaoran is stubborn, refusing help and advice. The reason for your appointment as manager is that there have been complaints about the services delivered by this team, and therefore senior managers decided to hire someone externally to manage the team efficiently. They have also identified Few problems in the team: Communication between team members appears to strain at times 19 The reason for your appointment as manager is that there have been complaints about the services. delivered by this team, and therefore senior managers decided to hire someone externally to manage the team efficiently. They have also identified Few problems in the team: . Communication between team members appears to strain at times . The levels of cooperation are falling . Communication with the other teams within the organisation are not as good as they should be. There is no one currently taking on a leadership role . Prioritisation of tasks appears to occur on an ad-hoc basis . Average individual sales are supposed to be five units per day and twenty-five per week for a full- time employee Last week the total sales were 50 (10 for Yuki, twenty-five for Fernando and fifteen for Chaoran) Currently the management has no systems in place to gather team members input into planning, decision- making and general operational aspects of the team or support team members to achieve the organisational objectives and goals. Only team meetings are held on quarterly basis, where the team leaders have input into the planning, decision making and operational aspects of team members performance and the support or the training that they need. Based on the team leaders' feedback, the training sessions are organised. There is no input from the team members. While each of the team members were selected for their role based on demonstrated skills and expertise, they seem unable to work together effectively. Your initial role, therefore, is that of trouble shooter, problem solver and team facilitator. You need to bring ... Your initial role, therefore, is that of trouble shooter, problem solver and team facilitator. You need to bring this group of people together to form a cohesive, effective and productive team and to make sure that the Assessment Task 2 (Student Information) - BSBLDR414 Version 2- Updated April 2022 Page 5 of 29 Assessment Resource | BSBLDR414 Lead team effectiveness MENZIES INSTITUTE OF TECHNOLOGY organisational goals, plans and objectives are well understood by them, and that there is a mutual understanding of team purpose, roles, responsibilities and accountabilities. The organisational goals, plans and objectives are as follow: Organizational goals . A sustainable workplace environment. Meet or exceed call center metrics while providing excellent consistent customer service. Organizational objectives Improving sales and recommendations for products and services better suit client needs. Building lasting relationships with clients and other stakeholders based on trust and reliability. . . Improve support for team members regular feedback on performance. Improve conflict resolution between members Focus on the efficiency of the organisation, not the effectiveness of the individual Continuous professional development and training of employees . Continuous gathering of internal and external feedback from all stakeholders for improvement of workplace processes better. . Empower customer service staff to handle customer issues and trust them to do the right thing. Key performance indictors . Average sales per day . Compliance with all company policies and procedures Achievement of sales targets . Step 5: Progress Checkpoints: The following schedule will be used to evaluate the team's progress in meeting the Improvement activities. Goal # Activity/Strategy Checkpoint Type of Follow-up Progress Notes Date: Expected (memo/call/meeting) 1. 2. 3. BE