BSBLDR602 Assessment Task 1–Written Questions

All answers must be given in a minimum 300 words or more

1. Explain the policies and procedures in an organisation that relate to providing leadership.
2. As a leader/manager in the workplace, how do you apply business ethics to your leadership style and the organisations mission, objectives, and values?

3. Explain a process you would use to establish and maintain a positive work environment for both individuals and teams.

4. Explain what it means for an organisation to have a mission, purpose and values.
5. Why should an organisation have objectives?

6. Why should an organisation have plans and strategies?

7. What is a regulatory requirement? Provide an example.

8. Why should an organisation have change processes in place?

Assessment Task 2 – Case Study

Bayside Call Centre Organisational Portfolio. Relevant documents may include:

• Business Overview
• Documented policies and procedures that are currently in place within the business.
• Position Descriptions

Part A –Report(1500 words min)

Quality Improvement Report

Introduction

Background

Overview of the situation

Goals/objectives of the teams/Individuals

Values and standards of the company

Action plan for the company

The team as well as individual KPI’s

New systems for call centre and their use:

Communication plan

RequiredLeadership competencies and skills

Conclusions/Suggestions:

Part B – Situation Analysis & Improvement Plan

1. Investigate the complaints or issues raised 500. Words

2.Report the possible reasons & resolution.500 Words

3. Improvement plans.500 Words

Part C – Professional Development

Example:Webinars, Online trainings, Online meetups, Newsletter, Networking events, Representations, Books, Research papers etc

Assessment Task 3–Role play

Following the Case Study Report made in Assessment Task 2 Part A, you are to have a meeting with the Call Centre teams, where you will be explaining the KPI’s and responsibilities that you have created.

Part A – Team Meeting

• Handouts with information regarding the KPI’s (PPT/Handout)

• Company goals & objectives,
• Company values and standards
• Team KPI’s

• Employee Handbook or some relevant policies & procedures
• Plan for systems training (dates & inclusions)

Part B – Individual Meeting

Class Activity