Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBMGT618 Mapping and Delivery Guide
Develop an engagement centre business plan

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBMGT618 - Develop an engagement centre business plan
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to develop, implement and maintain a business plan for a contact centre.It applies to individuals who are required to develop, implement and maintain an effective business plan that achieves positive outcomes and supports the overall success and growth of the organisation. It requires understanding best practice, focusing on continuous improvement activities, and the justification and presentation of the plan to the organisation.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Analyse current situation and evaluate alternatives
  • Use a broad range of information sources to identify best practice criteria and examples
  • Analyse current performance against best practice to identify improvement and business opportunities
  • Identify operating requirements and constraints imposed by internal and external customers and suppliers
  • Review and evaluate existing strategic and operating plans to identify opportunities for improvement
  • Propose viable alternatives to improve current situation and to exploit opportunities
       
Element: Set objectives in alignment with corporate aims
  • Develop business objectives representing business needs and global trends
  • Identify business objectives which support corporate aims
  • Consult with key stakeholders and other relevant parties to ensure consensus on objectives
  • Ensure objectives reflect a competitive position in the global market
       
Element: Prepare business plan
  • Develop a business plan based on agreed business objectives
  • Translate business objectives into a feasible strategy
  • Address all relevant operations in plans and justify any not addressed
  • Identify clear profitability, productivity and performance targets in line with objectives
  • Identify financial, physical and human resources requirements to implement strategies
  • Include appropriate feedback and customer satisfaction measurement methods in business plan
  • Comply with enterprise requirements for business planning
  • Identify risks posed by business plans
  • Incorporate risk management strategies for identified risks
       
Element: Present business plan to senior management
  • Deliver an effective written and oral presentation of a business plan
  • Focus on critical aspects of the plan in the presentation
  • Articulate and resolve specific concerns and needs raised about the plan
       
Element: Implement and maintain business plan
  • Communicate plan to team, engage team members with the plan and obtain buy in
  • Establish action plans, systems and processes to implement business plan
  • Conduct measurement programs to assess performance against business plan
  • Adjust systems or processes in response to performance variations to maintain business plan
  • Conduct regular substantive reviews of systems and processes
  • Communicate performance results and issues arising to relevant stakeholders
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Analyse current situation and evaluate alternatives

1.1 Use a broad range of information sources to identify best practice criteria and examples

1.2 Analyse current performance against best practice to identify improvement and business opportunities

1.3 Identify operating requirements and constraints imposed by internal and external customers and suppliers

1.4 Review and evaluate existing strategic and operating plans to identify opportunities for improvement

1.5 Propose viable alternatives to improve current situation and to exploit opportunities

2. Set objectives in alignment with corporate aims

2.1 Develop business objectives representing business needs and global trends

2.2 Identify business objectives which support corporate aims

2.3 Consult with key stakeholders and other relevant parties to ensure consensus on objectives

2.4 Ensure objectives reflect a competitive position in the global market

3. Prepare business plan

3.1 Develop a business plan based on agreed business objectives

3.2 Translate business objectives into a feasible strategy

3.3 Address all relevant operations in plans and justify any not addressed

3.4 Identify clear profitability, productivity and performance targets in line with objectives

3.5 Identify financial, physical and human resources requirements to implement strategies

3.6 Include appropriate feedback and customer satisfaction measurement methods in business plan

3.7 Comply with enterprise requirements for business planning

3.8 Identify risks posed by business plans

3.9 Incorporate risk management strategies for identified risks

4. Present business plan to senior management

4.1 Deliver an effective written and oral presentation of a business plan

4.2 Focus on critical aspects of the plan in the presentation

4.3 Articulate and resolve specific concerns and needs raised about the plan

5. Implement and maintain business plan

5.1 Communicate plan to team, engage team members with the plan and obtain buy in

5.2 Establish action plans, systems and processes to implement business plan

5.3 Conduct measurement programs to assess performance against business plan

5.4 Adjust systems or processes in response to performance variations to maintain business plan

5.5 Conduct regular substantive reviews of systems and processes

5.6 Communicate performance results and issues arising to relevant stakeholders

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Analyse current situation and evaluate alternatives

1.1 Use a broad range of information sources to identify best practice criteria and examples

1.2 Analyse current performance against best practice to identify improvement and business opportunities

1.3 Identify operating requirements and constraints imposed by internal and external customers and suppliers

1.4 Review and evaluate existing strategic and operating plans to identify opportunities for improvement

1.5 Propose viable alternatives to improve current situation and to exploit opportunities

2. Set objectives in alignment with corporate aims

2.1 Develop business objectives representing business needs and global trends

2.2 Identify business objectives which support corporate aims

2.3 Consult with key stakeholders and other relevant parties to ensure consensus on objectives

2.4 Ensure objectives reflect a competitive position in the global market

3. Prepare business plan

3.1 Develop a business plan based on agreed business objectives

3.2 Translate business objectives into a feasible strategy

3.3 Address all relevant operations in plans and justify any not addressed

3.4 Identify clear profitability, productivity and performance targets in line with objectives

3.5 Identify financial, physical and human resources requirements to implement strategies

3.6 Include appropriate feedback and customer satisfaction measurement methods in business plan

3.7 Comply with enterprise requirements for business planning

3.8 Identify risks posed by business plans

3.9 Incorporate risk management strategies for identified risks

4. Present business plan to senior management

4.1 Deliver an effective written and oral presentation of a business plan

4.2 Focus on critical aspects of the plan in the presentation

4.3 Articulate and resolve specific concerns and needs raised about the plan

5. Implement and maintain business plan

5.1 Communicate plan to team, engage team members with the plan and obtain buy in

5.2 Establish action plans, systems and processes to implement business plan

5.3 Conduct measurement programs to assess performance against business plan

5.4 Adjust systems or processes in response to performance variations to maintain business plan

5.5 Conduct regular substantive reviews of systems and processes

5.6 Communicate performance results and issues arising to relevant stakeholders

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Use a broad range of information sources to identify best practice criteria and examples 
Analyse current performance against best practice to identify improvement and business opportunities 
Identify operating requirements and constraints imposed by internal and external customers and suppliers 
Review and evaluate existing strategic and operating plans to identify opportunities for improvement 
Propose viable alternatives to improve current situation and to exploit opportunities 
Develop business objectives representing business needs and global trends 
Identify business objectives which support corporate aims 
Consult with key stakeholders and other relevant parties to ensure consensus on objectives 
Ensure objectives reflect a competitive position in the global market 
Develop a business plan based on agreed business objectives 
Translate business objectives into a feasible strategy 
Address all relevant operations in plans and justify any not addressed 
Identify clear profitability, productivity and performance targets in line with objectives 
Identify financial, physical and human resources requirements to implement strategies 
Include appropriate feedback and customer satisfaction measurement methods in business plan 
Comply with enterprise requirements for business planning 
Identify risks posed by business plans 
Incorporate risk management strategies for identified risks 
Deliver an effective written and oral presentation of a business plan 
Focus on critical aspects of the plan in the presentation 
Articulate and resolve specific concerns and needs raised about the plan 
Communicate plan to team, engage team members with the plan and obtain buy in 
Establish action plans, systems and processes to implement business plan 
Conduct measurement programs to assess performance against business plan 
Adjust systems or processes in response to performance variations to maintain business plan 
Conduct regular substantive reviews of systems and processes 
Communicate performance results and issues arising to relevant stakeholders 

Forms

Assessment Cover Sheet

BSBMGT618 - Develop an engagement centre business plan
Assessment task 1: [title]

Student name:

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I declare that the assessment tasks submitted for this unit are my own work.

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Result: Competent Not yet competent

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Assessment Record Sheet

BSBMGT618 - Develop an engagement centre business plan

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

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