This assessment will assess the competency to: Plan or implement an administration system Source suppliers of the system within budget and in accordance with organisational policy and procedures Communicate with Stakeholders Supervise the implementation of new or modified administration system inclusive of managing risks and training staff Assessment overview This will continue from scenario in assessment event 1. Ensure you cover all sections from the assessment questions and provide evidence of all work completed in your appendix. SPECIFIC TASK INSTRUCTIONS 1. Prepare a report detailing the implementation of your Administration system as outlined in Assessment Event 1. 2. Include evidence when requested as appendices of the report. 3. Submit a short video introduction for you training session demonstrating your oral skills SCENARIO Timber Trees and Green gardens Pty Ltd who provide a variety of tree removal and landscaping services across NSW, QLD and Victories. Originally the company started in Sydney and was a small family owed company that consisted for the landscapers and 2 office staff. Over the past ten years this has grown with branches servicing across multiple states with over 500 employees, 3 branches with each 20 administration and 10 sales staff and 450 tradesman, delivery man and supporting laborer's) who service council groups, strata companies as well as independent business and customers. The services include: Tree removal 2. Trimming trees away from house or power lines Landscaping Greenkeeping Maintenance of grounds Sale of firewood from the sites where trees have been removed 2. 4. Quotes are calculated per hour per person required for the job but vary from state to state often offering different specials. Prices is anywhere between $50 per hour per person and $80.00 per hour per person. They also add an additional cost of $10 per hour per person if job includes danger to the employee or working at night or weekend. There seems no standard price for firewood or weighted package. Organisational Process: New Customers of the organisation are sent a printed word document which provides information of their services and a form which they can fill out to detail what they are interested. A consultant is then set out to do a quote and by hand and this is then returned to the organisation for typing The quote is sent to the customer by email and then if they wish to go ahead a contract is sent with payment options. Receipts are sent out if it is a one-off service by email after the job, if it is a continual service contract such as strata or council maintenance a monthly bill is supplied. Information of customers is kept in an Excel Spreadsheet, there are sperate spreadsheets for each state maintained locally, with separate spreadsheets for: 1 ongoing maintenance clients on contract 2. one off customers 3. sale of firewood Marketing department has its own excel spreadsheet which lists all of industry contacts and potential customers. There are standard documents which are reproduced repeatedly based of the original typed copy 3. Contracts 4. Printed form for new customer details 5. 6. 7. 8. A price list of services and product (different for each state) A quote book which produces carbon copies. Invoice Receipt Consultants frequent businesses and possible business on a yearly basis to renew contracts and to touch basis with other potential customers. To do this they must look at multiple spreadsheets. To book a job the administration staff and sales staff must look in several spreadsheets and use several documents to access the information and create the paperwork for the organisation. This is messy as only one person can access spreadsheets at a time and duplicate spreadsheets have a habit of turning up, creating massive issues while someone tries to consolidated multiple copies and the support staff have a delay in accessing the material and servicing the client if someone is already using the excel spreadsheet. The two branches are also not "talking to each other" and prices, quotes, and sales are not standard across the organisation with the different branches operating as separate organisations and not a consolidated front. The consultants who attend customers to produce a quote and the workman doing the services, must return to the local depo each afternoon to hand in their completed documentation and get a printed list of jobs or deliveries for the next day. This is timely and frustrating for employees who just want to go home at the end of the day and may have to travel great distances to return to the depo before going home. The organisation has decided that they want to consolidate all branches and create one administration system which is cloud based and keeps a record of: All customers and stock Allows for quotes for service to be completed instantaneously on the site and to send the office for approval and emailed contract back to the client allow for quick processing. Clients to then accept the quote sign and return the contract New client's information to be filled out electronically Jobs or quote requests that come in to be sent to the consultant or tradesman instantly so they do not have to come to the centre unless they need to pick up stock for usage and deliveries or return firewood which enables only one member out of each team of four to have to go to the centre Produce supporting documentation and process payment quickly and automatically Generate a list of customers or potential customers for marking and sales stuff to touch base with on an bi-annual basis. As Administration Manager you are responsible for managing the HR Officer, the Customer Service Officers, Accounts Clerks and all Office Assistants; for liaising with the other departments regarding their requirements, and for ensuring that all administration systems throughout the organisation are operating efficiently so that members/clients receive a high level of service. Management would like to implement a more effective cloud-based system that can be accessed both in the office and off site for the industry representatives and allow for staff to have more flexible work environments and offer opportunity to work from home. You have been given a budget of this for $50,000 and management want this to include updating of software and computers as well as purchase of devices or software for phones, or laptops that enables the sales and quote staff to create quotes on the worksites and communicate with base, and service staff can receive their job allocation the night before so they can plan their deliveries or service jobs with their teams the next day. Task 1: Plan for new or modified system In this step you have now been given an approval to go forward with the changes and you are putting together an implementation plan in report format for the management staff to approve 1. Create a timeline for each step of the process and who is responsible/involved. Please us a Gantt Chart to display this information. This should include the first steps you have already completed (Identify need through initial stakeholder consultation, research, & gain approval). Then address implementation steps such as further research, purchase of goods, create budget, approvals, install equipment & machinery, update data and records, provide training, roll out, monitor & adjust if needed. 2. Create a consultation plan which outlines what method you will use to contact each stakeholder and when throughout the implementation to ensure they are kept in the loop. This should include training - ensure that this document reflects the same time line from your Gantt Chart. 3. Create a contingency plan & consider ways to mitigate and reduce risks. As you go through your assessment if contingencies occur update the plan to add or modify, highlight these to show the modification. 4. Addressing the criteria from Event 1 conduct deep research into suppliers for the system, ensure you cover all things you might need to purchase including updated software and equipment. Obtain quotes for suppliers and explain how have considered: Ongoing support for the system Ease of use to enable tradies and experienced computer users Multiuser ability Access off site Multifunctionality and databases covering all services, customer types, products, and processes (note that some processes you may still have manual components and you will later explain these in a process flow chart). Include screen shots for quotes of suppliers (minimum 3) in your appendices 5. a) Select a major supplier from above & explain why you have selected them. Remember to consider ongoing support with the system might be required and this should be a consideration. You might like to demonstrate this in a table which shows the differences clearly between each supplier considering the needs of the system, price, on going support, training, flexibility, equipment and software required est b) In your appendices write a letter to management requesting approval for purchase and explain your reasoning as outlined in question 3. 6. Create a budget based of your research and include an amount for contingencies Ensure you cover all things you might need including updated software and equipment, training, ongoing support with the system. Task 2: Implement the system You are now about to roll out the system create a report showing how you are conducting the system roll out: 1 Discuss how you plan to monitor and measure success of the administration system including: a. Detail how you are following the plan/Gantt chart b. Explain what you will evaluate and when to ensure project is successful throughout the implementation C. Explain how you are going to measure the success of the roll out (what KPIs you will use) 2. Provide sample of communication to each of the following stakeholders which supports their needs: Customers: Need to not be interrupted by the change and information on how this will make things better Office support staff: Need to be reassured how these changes will benefit them and how they will be trained Trade and onsite staff: Need to be reassured how these changes will benefit them and how they will be trained 3. Create Flow charts to demonstrate how staff will ongoingly use AND communicate throughout the use of the system: New customers, Quotes conducted and processed5 Job allocation to site staff and process to report back on completion of jobs (ensure you include end evidence of final product, checks of WHS, requests for supplies or machinery maintenance needed). Bills issues and payment received Meetings for consulting staff with prospective customers and ongoing relationships with current contract customers organised and reported on 4. Create any supporting documents for non automated steps of the system will require 5. Organise training of the systems to different groups (administration staff, sales staff, Management, Site Based workers) and detail this in a training plan 6. Record and submit a short video (2-5 minutes) introduction to the new administration system which you: explain to the stakeholders why this change is important How it will affect them (consider Task 2.2) How you will support them What training they will be given This assessment will assess the competency to: Plan or implement an administration system Source suppliers of the system within budget and in accordance with organisational policy and procedures Communicate with Stakeholders Supervise the implementation of new or modified administration system inclusive of managing risks and training staff Assessment overview This will continue from scenario in assessment event 1. Ensure you cover all sections from the assessment questions and provide evidence of all work completed in your appendix. SPECIFIC TASK INSTRUCTIONS 1. Prepare a report detailing the implementation of your Administration system as outlined in Assessment Event 1. 2. Include evidence when requested as appendices of the report. 3. Submit a short video introduction for you training session demonstrating your oral skills SCENARIO Timber Trees and Green gardens Pty Ltd who provide a variety of tree removal and landscaping services across NSW, QLD and Victories. Originally the company started in Sydney and was a small family owed company that consisted for the landscapers and 2 office staff. Over the past ten years this has grown with branches servicing across multiple states with over 500 employees, 3 branches with each 20 administration and 10 sales staff and 450 tradesman, delivery man and supporting laborer's) who service council groups, strata companies as well as independent business and customers. The services include: Tree removal 2. Trimming trees away from house or power lines Landscaping Greenkeeping Maintenance of grounds Sale of firewood from the sites where trees have been removed 2. 4. Quotes are calculated per hour per person required for the job but vary from state to state often offering different specials. Prices is anywhere between $50 per hour per person and $80.00 per hour per person. They also add an additional cost of $10 per hour per person if job includes danger to the employee or working at night or weekend. There seems no standard price for firewood or weighted package. Organisational Process: New Customers of the organisation are sent a printed word document which provides information of their services and a form which they can fill out to detail what they are interested. A consultant is then set out to do a quote and by hand and this is then returned to the organisation for typing The quote is sent to the customer by email and then if they wish to go ahead a contract is sent with payment options. Receipts are sent out if it is a one-off service by email after the job, if it is a continual service contract such as strata or council maintenance a monthly bill is supplied. Information of customers is kept in an Excel Spreadsheet, there are sperate spreadsheets for each state maintained locally, with separate spreadsheets for: 1 ongoing maintenance clients on contract 2. one off customers 3. sale of firewood Marketing department has its own excel spreadsheet which lists all of industry contacts and potential customers. There are standard documents which are reproduced repeatedly based of the original typed copy 3. Contracts 4. Printed form for new customer details 5. 6. 7. 8. A price list of services and product (different for each state) A quote book which produces carbon copies. Invoice Receipt Consultants frequent businesses and possible business on a yearly basis to renew contracts and to touch basis with other potential customers. To do this they must look at multiple spreadsheets. To book a job the administration staff and sales staff must look in several spreadsheets and use several documents to access the information and create the paperwork for the organisation. This is messy as only one person can access spreadsheets at a time and duplicate spreadsheets have a habit of turning up, creating massive issues while someone tries to consolidated multiple copies and the support staff have a delay in accessing the material and servicing the client if someone is already using the excel spreadsheet. The two branches are also not "talking to each other" and prices, quotes, and sales are not standard across the organisation with the different branches operating as separate organisations and not a consolidated front. The consultants who attend customers to produce a quote and the workman doing the services, must return to the local depo each afternoon to hand in their completed documentation and get a printed list of jobs or deliveries for the next day. This is timely and frustrating for employees who just want to go home at the end of the day and may have to travel great distances to return to the depo before going home. The organisation has decided that they want to consolidate all branches and create one administration system which is cloud based and keeps a record of: All customers and stock Allows for quotes for service to be completed instantaneously on the site and to send the office for approval and emailed contract back to the client allow for quick processing. Clients to then accept the quote sign and return the contract New client's information to be filled out electronically Jobs or quote requests that come in to be sent to the consultant or tradesman instantly so they do not have to come to the centre unless they need to pick up stock for usage and deliveries or return firewood which enables only one member out of each team of four to have to go to the centre Produce supporting documentation and process payment quickly and automatically Generate a list of customers or potential customers for marking and sales stuff to touch base with on an bi-annual basis. As Administration Manager you are responsible for managing the HR Officer, the Customer Service Officers, Accounts Clerks and all Office Assistants; for liaising with the other departments regarding their requirements, and for ensuring that all administration systems throughout the organisation are operating efficiently so that members/clients receive a high level of service. Management would like to implement a more effective cloud-based system that can be accessed both in the office and off site for the industry representatives and allow for staff to have more flexible work environments and offer opportunity to work from home. You have been given a budget of this for $50,000 and management want this to include updating of software and computers as well as purchase of devices or software for phones, or laptops that enables the sales and quote staff to create quotes on the worksites and communicate with base, and service staff can receive their job allocation the night before so they can plan their deliveries or service jobs with their teams the next day. Task 1: Plan for new or modified system In this step you have now been given an approval to go forward with the changes and you are putting together an implementation plan in report format for the management staff to approve 1. Create a timeline for each step of the process and who is responsible/involved. Please us a Gantt Chart to display this information. This should include the first steps you have already completed (Identify need through initial stakeholder consultation, research, & gain approval). Then address implementation steps such as further research, purchase of goods, create budget, approvals, install equipment & machinery, update data and records, provide training, roll out, monitor & adjust if needed. 2. Create a consultation plan which outlines what method you will use to contact each stakeholder and when throughout the implementation to ensure they are kept in the loop. This should include training - ensure that this document reflects the same time line from your Gantt Chart. 3. Create a contingency plan & consider ways to mitigate and reduce risks. As you go through your assessment if contingencies occur update the plan to add or modify, highlight these to show the modification. 4. Addressing the criteria from Event 1 conduct deep research into suppliers for the system, ensure you cover all things you might need to purchase including updated software and equipment. Obtain quotes for suppliers and explain how have considered: Ongoing support for the system Ease of use to enable tradies and experienced computer users Multiuser ability Access off site Multifunctionality and databases covering all services, customer types, products, and processes (note that some processes you may still have manual components and you will later explain these in a process flow chart). Include screen shots for quotes of suppliers (minimum 3) in your appendices 5. a) Select a major supplier from above & explain why you have selected them. Remember to consider ongoing support with the system might be required and this should be a consideration. You might like to demonstrate this in a table which shows the differences clearly between each supplier considering the needs of the system, price, on going support, training, flexibility, equipment and software required est b) In your appendices write a letter to management requesting approval for purchase and explain your reasoning as outlined in question 3. 6. Create a budget based of your research and include an amount for contingencies Ensure you cover all things you might need including updated software and equipment, training, ongoing support with the system. Task 2: Implement the system You are now about to roll out the system create a report showing how you are conducting the system roll out: 1 Discuss how you plan to monitor and measure success of the administration system including: a. Detail how you are following the plan/Gantt chart b. Explain what you will evaluate and when to ensure project is successful throughout the implementation C. Explain how you are going to measure the success of the roll out (what KPIs you will use) 2. Provide sample of communication to each of the following stakeholders which supports their needs: Customers: Need to not be interrupted by the change and information on how this will make things better Office support staff: Need to be reassured how these changes will benefit them and how they will be trained Trade and onsite staff: Need to be reassured how these changes will benefit them and how they will be trained 3. Create Flow charts to demonstrate how staff will ongoingly use AND communicate throughout the use of the system: New customers, Quotes conducted and processed5 Job allocation to site staff and process to report back on completion of jobs (ensure you include end evidence of final product, checks of WHS, requests for supplies or machinery maintenance needed). Bills issues and payment received Meetings for consulting staff with prospective customers and ongoing relationships with current contract customers organised and reported on 4. Create any supporting documents for non automated steps of the system will require 5. Organise training of the systems to different groups (administration staff, sales staff, Management, Site Based workers) and detail this in a training plan 6. Record and submit a short video (2-5 minutes) introduction to the new administration system which you: explain to the stakeholders why this change is important How it will affect them (consider Task 2.2) How you will support them What training they will be given