Business Management Skills
(DFMB3_AS_v1)
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Task 2 Not yet demonstrated
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[insert assessor feedback]
Before you begin
Read everything in this document before you start your written assignment for Business Management Skills (DFMB3_AS_v1).
About this document
This document includes the following parts:
• Instructions for completing and submitting this assignment
• Task 1 — Developing and nurturing relationships with clients, other professionals and third-party referrers
• Task 2 — Developing business promotion plans
• Task 3 — Identifying risk and applying risk management processes
• Task 4 — Improving the business
• Task 5 — Managing team effectiveness and performance
• Task 6 — Performance management
• Task 7 — Develop a performance plan
How to use the study plan
We recommend that you use the study plan for this subject to help you manage your time to complete the assignment within your enrolment period. Your study plan is in the KapLearn Business Management Skills (DFMB3v1) subject room.
Instructions for completing and submitting this written assignment
Saving your work
Download this document to your desktop, type your answers in the spaces provided and save your work regularly.
• Use the template provided, as other formats will not be accepted for these assignments.
• Name your file as follows: Studentnumber_SubjectCode_Assignment_versionnumber_Submissionnumber
(e.g. 12345678_DFMB3_AS_v1_Submission1).
• Include your student ID on the first page of the assignment.
Before you submit your work, please do a spell check and proofread your work to ensure that everything is clear and unambiguous.
Word count
The word count shown with each question is indicative only. You will not be penalised for exceeding the suggested word count. Please do not include additional information which is outside the scope of the question.
Additional research
When completing this assignment, assumptions are permitted although they must not be in conflict with the information provided in the Case Study.
You may also be required to source additional information from other organisations in the finance industry to find the right products or services to meet your client’s requirements, or to calculate any service fees that may be applicable.
Submitting the written assignment
Only Microsoft Office compatible written assignments submitted in the template file will be accepted for marking by Kaplan Professional Education. You need to save and submit this entire document.
Do not remove any sections of the document.
Do not save your completed assignment as a PDF.
The written assignment must be completed before submitting it to Kaplan Professional Education. Incomplete written assignments will be returned to you unmarked.
The maximum file size is 20MB for the Written and Oral Assignment. Once you submit your written assignment for marking you will be unable to make any further changes to it.
You are able to submit your written assignment earlier than the deadline if you are confident, you have completed all parts and have prepared a quality submission.
Please refer to the Assignment submission/resubmission videos in the ‘Assessment’ section of KapLearn under your ‘Assignment Enrolment’ for details on how to submit/resubmit your written assignment.
Your written assignment and oral assignment must be submitted together on or before your due date. Please check KapLearn for the due date.
The written assignment marking process
You have 12 weeks from the date of your enrolment in this subject to submit your completed assignment.
If you reach the end of your initial enrolment period and have been deemed ‘Not yet demonstrated’ in one or more assessment items, then an additional four (4) weeks will be granted, provided you attempted all assessment tasks during the initial enrolment period.
Your assessor will mark your written and oral assignment and return it to you in the Business Management Skills (DFMB3v1) subject room in KapLearn under the ‘Assessment’ tab.
Make a reasonable attempt
You must demonstrate that you have made a reasonable attempt to answer all of the questions in your written assignment. Failure to do so will mean that your assignment will not be accepted for marking; therefore, you will not receive the benefit of feedback on your submission.
If you do not meet these requirements, you will be notified. You will then have until your submission deadline to submit your completed written and oral assignment.
How your written assignment is graded
Assignment tasks are used to determine your ‘competence’ in demonstrating the required knowledge and/or skills for each subject. As a result, you will be graded as either Demonstrated or Not yet demonstrated.
Your assessor will follow the below process when marking your written assignment:
• assess your responses to each question, and sub-parts if applicable, and then determine whether you have demonstrated competence in each question.
• determine if, on a holistic basis, your responses to the questions have demonstrated overall competence.
You must be deemed to be demonstrated in all assessment items in order to be awarded the units of competency in this subject, including:
• all of the exam questions
• the written and oral assignment.
‘Not yet demonstrated’ and resubmissions
Should sections of your assignment be marked as ‘Not yet demonstrated’ you will be given an additional opportunity to amend your responses so that you can demonstrate your competency to the required level.
You must address the assessor’s feedback in your amended responses. You only need amend those sections where the assessor has determined you are ‘Not yet demonstrated’.
Make changes to your original submission. Use a different text colour for your resubmission. Your assessor will be in a better position to gauge the quality and nature of your changes. Ensure you leave your first assessor’s comments in your assignment, so your second assessor can see the instructions that were originally provided for you. Do not change any comments made by a Kaplan assessor.
Units of competency
This written assignment is your opportunity to demonstrate your competency against these units:
Unit code Unit name
FNSRSK511 Undertake risk identification
FNSPRM613 Grow financial businesses
BSBLDR522 Manage people performance
BSBTWK502 Manage team effectiveness
FNSPRM612 Improve business of financial practices
Note that the written and oral assignment is one of two assessments required to meet the requirements of the units of competency.
We are here to help
If you have any questions about this written assignment, you can post your query at the ‘Ask your Tutor’ forum in your subject room. You can expect an answer within 24 hours of your posting from one of our technical advisers or student support staff.
Start here
Throughout this assessment we will be using a case study to explore the five (5) units of competency. You will need to read the case study first and refer to it throughout the subject.
The case study: Capital City Finance and Mortgage Brokers (CCF & MB), can be accessed from the subject room.
Business management skills
Background
Refer to the Case study business profile for Capital City Finance and Mortgage Brokers (CCF & MB) located in the subject room.
George and Mildred are very happy with the way you provide service to your clients and your contribution to building the business. They now want you to take the next step into a more senior role of general manager and turn your focus to expanding the business, by building relationships through strategic alliances with selected real estate agents, accountants and legal firms. They also want you to consider how CCF & MB can consolidate its relationships with its existing strategic partners.
Task 1 — Developing and nurturing relationships with clients, other professionals and third-party referrers
George and Mildred require you to write two (2) growth plans.
• The first growth plan will outline how you will strengthen the strategic relationships you already have with a number of real estate agents, accountant and legal firms.
• The second growth plan will outline how you will identify and foster new relationships with other real estate agents, accountants and legal firms
The layout and content of each plan should address the following:
• Identify the business objectives and needs.
• Capital City Finance and Mortgage Brokers (CCF & MB) does not have a vision statement. You will need to create one. (In the first growth plan you will outline how you developed, reviewed and finalised the vision statement).
• Outline the policies and procedures that are essential for the growth plan to be functional, effective and meet legislative requirements.
• Conduct sufficient market research to identify key relationship opportunities and what will be required to maintain and attract relationships.
• Outline how you could use and cooperate with other professionals and third parties to expand and enhance the reputation of the organisation.
• Segment the relationships and tailor the plan for each.
• Clearly identify the priorities for each relationship based on the overall vision and objectives of the business.
• Set appropriate growth targets.
• Develop an action plan to achieve the growth targets.
• Review existing business work activities and confirm they support the business growth plans.
• Outline who will need to be consulted during implementation of your plan.
• Outline how you will monitor and adjust the plan.
You can use a suitable template that you are familiar with or have found on the internet or you can utilise the template provided below.
When completing this task, assumptions are permitted, although they must not be in conflict with the information provided in the background information.
(1,000 words)
Student response to Task 1
Growth Plan 1
Background
Answer here
Vision statement
Answer here
Objective/s of the organisation
Answer here
Objective/s of the growth plan. What will be the success indicators?
Answer here
Essential policies and procedures
Answer here
Market research
Answer here
Relationships (maintain, strengthen, grow) and appropriate growth targets. Prioritise the relationships.
Answer here
Action Plan (repeat as required)
Due Date Task Task Owner Resources required
Answer here Answer here Answer here Answer here

Funding required
Answer here
Work practices review (What supports the plan and what might need to change)
Answer here
Who will need to be consulted during implementation?
Answer here
How will you monitor the implementation and adjust as required?
Answer here
Growth Plan 2
Background
Answer here
Vision (how you developed, reviewed and finalised the vision)
Answer here
Objective/s of the organisation
Answer here
Objective/s of the growth plan. What will be the success indicators?
Answer here
Essential policies and procedures
Answer here
Market research
Answer here
Relationships (maintain, strengthen, grow) and appropriate growth targets. Prioritise the relationships.
Answer here
Action plan (repeat as required)
Due date Task Task owner Resources required
Answer here Answer here Answer here Answer here

Funding required
Answer here
Work practices review (What supports the plan and what might need to change)
Answer here
Who will need to be consulted during implementation?
Answer here
Assessor feedback: Task 1 — Developing and nurturing relationships with clients, other professionals and third-party referrers
[insert feedback]
Date assessed: Click here to enter a date
Does the student need to resubmit? No
Questions that need to be resubmitted
First submission Not yet demonstrated
Resubmission Not applicable
To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission.
Task 2 — Developing business promotion plans
George and Mildred now require you to write two (2) promotional plans. The promotional plans can be on any aspect of the business (new clients, new products, new services etc.).
Task 2: Question 1
The layout and content of each plan should address the following:
• Research and identify target markets.
• Obtain market research data (or make assumptions) and identify key market data for the plan. This can include, for example, customer demographics, product types (i.e. census data if available), marketing media data (i.e. social media).
• Conduct a competitor analysis. Identify your major competitors (at least two (2)), with a competitor analysis developed for each competitor.
• Develop and review the business’ market position based on the research and competitor analysis.
• Develop the business brand and the benefits your business can offer.
• Identify the business’ products and/or services using a combination of research and your own personal experience
• Establish the objectives and targets of the promotion.
• Develop and select the appropriate promotional tools.
(1,000 words)
You may use any format for your plan; however, you are not permitted to simply answer the points above. If you are unsure as to how to write a plan, you can refer to the Business Growth and Marketing topic and use the suggested SMEAC format outlined in Part 6, Section 13. You may also refer to the internet for other examples of business or marketing plans.
A link providing guidance on how to develop a plan is available in the Toolbox.
You can also use the template below for your plan.
When completing this task, assumptions are permitted, although they must not be in conflict with the information provided in the case study.
Student response to Task 2: Question 1
Promotional Plan 1
Industry research (What industry are we in?)
Answer here
Market research (identify target markets, products and services)
Answer here
Competitor analysis (minimum of two (2) competitors)
Answer here
Business current position
Answer here
Products and/or services to promote
Answer here
Objectives and targets of the promotion
Answer here
Promotional tools and strategy
Answer here
Promotional Plan 2 (must be different to Plan 1)
Industry research (What industry are we in?)
Answer here
Market research (locate target markets, products and services)
Answer here
Competitor analysis
Answer here
Business current position
Answer here
Products and/or services to promote
Answer here
Objectives and targets of the promotion
Answer here
Promotional tools and strategy
Answer here
Task 2: Question 2
In the tables below, outline the tasks, steps, resources, personnel and timelines required to develop and implement the promotional plan.
(100 words)
Student response to Task 2: Question 2
Implementing the promotional plan 1
Task Steps required Resources required Who will complete this? Date to start Date to complete
Answer here Answer here Answer here Answer here Answer here Answer here
Implementing the promotional plan 2
Task Steps required Resources required Who will complete this? Date to start Date to complete
Answer here Answer here Answer here Answer here Answer here Answer here
Task 2: Question 3
You are required to monitor the progress of the promotional plans. Complete the tables below to demonstrate how you will monitor your promotional plan over a period of time.
Depending on the type of activity and how it is measured, an average may not be applicable. If not applicable, input N/A in the Average column.
(100 words)
Student response to Task 2: Question 3
Monitoring the promotional plan 1
Marketing plan targets Monitoring process Period one Period two Period three Period four Average
Answer here Answer here Answer here Answer here Answer here Answer here Answer here

Monitoring the promotional plan 2
Marketing plan targets Monitoring process Period one Period two Period three Period four Average
Answer here Answer here Answer here Answer here Answer here Answer here Answer here

Task 2: Question 4
You will need to assume that certain aspects of your promotional plan require an adjustment.
For example, ‘consistency of posts to social media not being maintained’.
To make adjustments to the promotional plan, complete the tables below.
(200 words)
When completing this task, assumptions are permitted although they must not be in conflict with the information provided in the background information.
Note to students: You can add lines to the tables if necessary
Student response to Task 2: Question 4
Adjusting the promotional plan 1
Identified task requiring adjustment Changes required
Answer here Answer here
Adjusting the promotional plan 2
Identified task requiring adjustment Changes required
Answer here Answer here
Assessor feedback: Task 2 — Developing business promotion plans
[insert feedback]
Date assessed: Click here to enter a date
Does the student need to resubmit? No
Questions that need to be resubmitted
First submission Not yet demonstrated
Resubmission Not applicable
To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission.
Task 3 — Identifying risk and applying risk management processes
George and Mildred have become very concerned about the potential risks that could jeopardise CCF & MB’s business operations. They were very impressed with your growth and promotional plans for CCF & MB so they have now moved you into more of a general manager’s role with expanded responsibilities, including managing CCF & MB’s risk.
Task 3: Question 1
As part of your new responsibilities, you are required to develop a risk management plan which:
• establishes the context for CCF & MB’s risk management plan and establish the boundaries of that context
• outlines the regulatory requirements (in particular who are the regulators)
• lists and explains the tools you will use in assessing the risks you identify
• identifies the stakeholders (both internal and external) you would consult in establishing context and assist with the identification of CCF & MB’s risks
• outlines the tools you would use in identifying CCF & MB’s risks
• identifies at least two risks and the organisational processes associated with that risk that
CCF & MB could face for each of the six categories of business risk; including strategic risks, compliance risks, financial risk, operational risks, market and environmental risks and reputational risks; with an appropriate risk statement for each identified risk.
Note: You may make any assumptions in producing your plan, but these should be documented either in the body of your plan or separately before you produce it. You are not permitted to simply answer the points detailed above.
(400 words)
Student response to Task 3: Question 1
Answer here
Task 3: Question 2
Refer to the email from co-worker identifying potential risk in the Toolbox. In the answer box below, write an email to management outlining the identified risk, your analysis, how you would evaluate the risk and suggest how the risk could be best treated.
(200 words)
Student response to Task 3: Question 2
Answer here
Task 3: Question 3
Refer to the risk treatment mapping guide in the toolbox. Using the following steps, complete the risk evaluation and treatment table below:
Step 1. Insert the risks that you identified in Question 1 into the table below.
Step 2. By using the risk treatment mapping guide in the toolbox, appraise the likelihood and consequence for each risk identified and include these in the table.
Step 3. Define how each risk can be treated, and whether a potentially serious risk should be escalated to management.
Step 4. Develop recommendations to mitigate identified risks.
Step 5. Provide recommendations on how to monitor and review the risks identified.
(200 words)
Student response to Task 3: Question 3
Answer here
Risk evaluation and treatment map
Risk identified
(through analysis) Likelihood
(risk evaluation criteria) Consequence Treatment
(comment if risk should be escalated to management for supervision) Mitigate identified risks
(provide recommendations to mitigate risk) Monitor
(include how to be monitored and how often to be reviewed)
Answer here Answer here Answer here Answer here Answer here Answer here

Task 3: Question 4
Take two (2) of the risks you identified in Question 1 and treated in Question 3. Create a scenario for both where the risk has escalated in likelihood and/or consequence due to the control strategy you applied not working effectively or the situation has changed.
Outline your recommendations for new controls.
Complete the table below.
(200 words)
Student response to Task 3: Question 4
Answer here
Risk Current Escalation factor New Recommended controls Who needs to be informed
L C L C
Answer here Answer here Answer here Answer here Answer here Answer here Answer here Answer here

Assessor feedback: Task 3 — Identifying risk and applying risk management processes
[insert feedback]
Date assessed: Click here to enter a date
Does the student need to resubmit? No
Questions that need to be resubmitted
First submission Not yet demonstrated
Resubmission Not applicable
To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission.
Task 4 — Improving the business
Over the last few months business for CCF & MB has been very good with a number of new clients coming on board as a result of implementing your business growth and marketing plans. However, neither you or the business owners are satisfied with maintaining the status quo; as you and they are committed to a program of continuous improvement.
You all feel that CCF & MB’s competitive advantage needs to be strengthened and a SWOT should be undertaken to establish CCF & MB’s strengths and weaknesses including benchmarking the business against the industry. You now decide that you will carry out a diagnosis of the business including a SWOT analysis and a benchmarking exercise to improve CCF &MB’s competitive advantage and its business. You are to produce a document covering your diagnosis, which will be distributed amongst CCF & MB’s key personnel.
As a minimum, your document should cover the following:
• Identify the business priorities, objectives, needs and requirements.
• The data and tools you have used as part of your diagnosis to identify CCF & MB’s competitive advantage.
• A SWOT analysis to identify CCF & MB’s strengths and weaknesses, its threats and opportunities.
• How you identified and sourced relevant benchmarking data.
• How you selected the key indicators (and who you consulted with) for your benchmarking exercise.
• A consolidated list of the areas for improvement (this must include at least three (3) different financial businesses) you have identified with a cost-benefit ratio established for each of them.
• Outline the stakeholders you consulted with to reach agreement on the areas of improvement and the success factors.
• Recommendations on the changes that may be required that will affect existing workflows or CCF & MB’s organisational structure.
• A high-level action plan that will implement and monitor the recommended changes to be made.
In addition to the learning material in Topic 1-2, Part 2, refer to the helpful links provided in the Toolbox.
(1,000 words)
Student response to Task 4
Answer here
Assessor feedback: Task 4 – Improving the business
[insert feedback]
Date assessed: Click here to enter a date
Does the student need to resubmit? No
Questions that need to be resubmitted
First submission Not yet demonstrated
Resubmission Not applicable
To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission.
Task 5 — Managing team effectiveness and performance
One of your key responsibilities as general manager is to develop and implement ways to improve the performance of CCF & MB’s consultants and other staff members.
Answer the following questions:
Task 5: Question 1
(a) Outline the team purpose, roles and responsibilities of the CCF & MB’s team.
(b) Using the ‘work plan’ template provided below, develop a work plan for CCF & MB. This can be done by using actions of your choice (i.e. nurturing leads to create clients). The work plan will also include who you will allocate various tasks to achieve the plan’s objective. The plan must be within CCF & MB’s organisational requirements and comply with legal requirements.
(c) Outline the stakeholders that you would need to consult with to ensure that the roles and responsibilities meet the CCF & MB’s operational plans, resource requirements and organisational processes.
(300 words)
Student response to Task 5: Question 1
Answer here
Work plan template
Action Allocated to Responsibility Timeframe allocated
Answer here Answer here Answer here Answer here

Task 5: Question 2
Describe the process you might follow when developing quantitative and qualitative performance criteria. You should explain how you ensure that the criteria relates to CCF & MB’s objectives and how to motivate and support staff members to achieve these objectives.
(200 words)
Student response to Task 5: Question 2
Answer here
Task 5: Question 3
How will you facilitate team member input into planning, decision making and operational aspects of team tasks?
(50 words)
Student response to Task 5: Question 3
Answer here
Task 5: Question 4
Locate a code of conduct, either in your workplace or on the internet. Modify and customise it to create a code of conduct that would meet CCF & MB’s business requirements.
Ensure that you upload a copy of the original code of conduct as well as your modified version.
You can use the information provided at ‘Workable’. The link is available in the Toolbox.
(150 words)
Student response to Task 5: Question 4
Answer here
Task 5: Question 5
What are the benefits of evaluating and monitoring staff members on a continuous basis?
(50 words)
Student response to Task 5: Question 5
Answer here
Task 5: Question 6
Why is it important to document the performance management process? Explain the possible consequences of not retaining appropriate records of this process.
(100 words)
Student response to Task 5: Question 6
Answer here
Task 5: Question 7
In what ways can you reinforce excellence in work performance through recognition and continuous feedback? How might you be able reward staff in non-financial ways?
(100 words)
Student response to Task 5: Question 7
Answer here
Task 5: Question 8
You have realised that the majority of staff really do not understand the performance management process, development program and legal requirements. You need to deliver a training session to cover the key aspects. Map out your training program in the training template below.
You will need to cover all steps of the performance management process in the Topics/Content of your training program.
At the Fair Work Ombudsman website, you will find an excellent managing performance program. You can use this to develop your training program. The link is provided in the Toolbox.
(200 words)
Student response to Task 5: Question 8
Answer here
Time Topic/Content Resources required
Answer here Answer here Answer here

Assessor feedback: Task 5 — Managing team effectiveness and performance
[insert feedback]
Date assessed: Click here to enter a date
Does the student need to resubmit? No
Questions that need to be resubmitted
First submission Not yet demonstrated
Resubmission Not applicable
To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission.
Task 6 — Performance management
Martin and Luis are working together on project involving the preparation for a loan application for one of CCF & MB’s most influential clients, a property developer. Martin missed a deadline and the whole project is now behind schedule by a week. This is the third time in a month that he has missed a deadline. Martin has had problems with meeting deadlines in the past and has already had a written warning.
As the general manager you have been monitoring Martin’s performance over the past month, providing informal feedback about his role in the project. Although he has made several improvements regarding his performance, his inability to meet deadlines has forced the delay of the client’s development a further month. CCF & MB made a commitment to the client that the loan application would be with the prospective lender two weeks ago.
The client is not happy that he does not yet have an approval and is considering cancelling the agreement he has with CCF & MB and going elsewhere.
Task 6: Question 1
You have arranged to meet with Martin to talk about the project and his input. How would you go about providing constructive feedback to Martin?
(100 words)
Student response to Task 6: Question 1
Answer here
Task 6: Question 2
Following your meeting with Martin you have decided to continue monitoring his performance for the purposes of evaluating where improvements can be made and provide feedback. Outline the process you have adopted to conduct this monitoring exercise.
Reference material is available in Topic 1-3, Managing people’s performance.
(100 words)
Student response to Task 6: Question 2
Answer here
Task 6: Question 3
Following your meeting with Martin, use the evaluation criteria listed in the table below. You should also include any additional criteria you think is applicable. Record and document comments regarding Martin’s performance in the performance appraisal checklist below.
(50 words)
Student response to Task 6: Question 3
Performance appraisal checklist
Evaluation criteria Rating 1–5 (5 best) Team leader/general manager comments
Attendance & punctuality Answer here Answer here
Dependability Answer here Answer here
Personal appearance Answer here Answer here
Productivity Answer here Answer here
Work quality Answer here Answer here

Task 6: Question 4
Using the template below, outline a learning and development plan for Martin.
(a) Explain how you will support this team member throughout the learning and development plan.
(b) How will you ensure you obtain their commitment and agreement to the development plan?
(100 words)
Student response to Task 6: Question 4
Answer here
Notes for completion:
• capability area: skill, knowledge or attribute the team member needs to acquire or improve.
• learning and development strategy(s): the development tools you select (such as coaching, training) to assist them to achieve the capability area
• required resources: any resources needed to achieve the chosen strategy (such as a computer etc.)
• start date: when they will start the strategy
• end date: when they will finish the strategy.
Capability area Learning and development strategy Required resources Start date End date
Answer here Answer here Answer here Answer here Answer here

Task 6: Question 5
If Martin’s performance continues to be unsatisfactory you will need to counsel and implement the organisation’s performance improvement process. Outline the steps (including the timeline) involved in taking an employee through the process.
A poor performance policy example is located in the Toolbox.
(200 words)
Student response to Task 6: Question 5
Answer here
Task 6: Question 6
Luis is basically the opposite to Martin. He meets deadlines and produces quality work. The project delays are not due to his work. You are considering training him to manage a new office that CCF & MB are considering opening on the other side of the country. He does not have management experience though.
You have also arranged to meet with Luis to talk about the project and his other work. How would you go about providing recognition and positive feedback to Luis?
(100 words)
Student response to Task 6: Question 6
Answer here
Task 6: Question 7
Following your meeting with Luis you have decided to monitor his management capability for the purposes of evaluating where improvements can be made and provide feedback. Outline the process you have adopted to conduct this monitoring exercise.
(150 words)
Student response to Task 6: Question 7
Answer here
Task 6: Question 8
Following your meeting with Luis, create an evaluation document. Use the below evaluation criteria template to record and document comments regarding Luis’ performance and capability as a manager in the performance appraisal checklist below.
(100 words)
Student response to Task 6: Question 8
Performance appraisal checklist
Evaluation criteria Rating 1–5 (5 best) Team leader/general manager comments
Attendance & punctuality Answer here Answer here
Dependability Answer here Answer here
Personal appearance Answer here Answer here
Productivity Answer here Answer here
Work quality Answer here Answer here
Management capability Answer here Answer here
Communication skills Answer here Answer here
Delegation skills Answer here Answer here

Task 6: Question 9
Using the template below, outline a learning and development plan for Luis.
(a) How will you support this team member throughout the learning and development plan to help him develop his management skills?
(b) How will you ensure you obtain Luis’ commitment and agreement to the development plan?
(250 words)
Student response to Task 6: Question 9
Answer here
Notes for completion:
• capability area: skill, knowledge or attribute the team member needs to acquire or improve.
• learning and development strategy(s): the development tools you select (such as coaching, training) to assist them to achieve the capability area
• required resources: any resources needed to achieve the chosen strategy (such as a computer etc.)
• start date: when they will start the strategy
• end date: when they will finish the strategy
Capability area Learning and development strategy Required resources Start date End date
Answer here Answer here Answer here Answer here Answer here

Assessor feedback: Task 6 — Performance management
[insert feedback]
Date assessed: Click here to enter a date
Does the student need to resubmit? No
Questions that need to be resubmitted
First submission Not yet demonstrated
Resubmission Not applicable
To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission.
Task 7 — Develop a performance plan
Task 7: Question 1
In order for CCF & MB to continue to meet their primary goal of ‘being a leader in offering broking services to the local community’, they have asked you, in your capacity as the newly appointed general manager, to develop a performance plan and establish some ‘key performance indicators’ (KPIs) for all customer service staff.
The objective of the performance plan is to focus on the organisation’s key goals and objectives in line with the ‘Service standards statement’ available in the toolbox.
Information on people performance can be sourced from the learning material Topic 1-3, People management.
(200 words)
Student response to Task 7: Question 1
Answer here
Task 7: Question 2
Write an email for circulation within the business that praises the team’s positive efforts and contributions over the last six months. Ensure that you are specific so as the team knows what they have done well and the impact that their actions.
(100 words)
Student response to Task 7: Question 2
Answer here
Task 7: Question 3
(a) What processes will you implement to identify and address issues, concerns and problems identified by team members?
(b) How will you encourage the team to participate and take responsibility for solving problems?
(c) How will you support the team to identify, participate and take responsibility for solving problems?
(d) What behaviours will you need to exhibit to promote teamwork and collaboration?
(300 words)
Student response to Task 7: Question 3
Answer here
Task 7: Question 4
In the template below, outline the communication that you will provide to key stakeholders (in particular George and Mildred, and the team). Identify at least five (5) stakeholders and advise of their preferred communication requirements.
(100 words)
Student response to Task 7: Question 4
Answer here
Stakeholder
(Name or role) Requirements
(What information and date) Frequency
(how often) Media
(meeting, report etc.)
Answer here Answer here Answer here Answer here

Task 7: Question 5
The team members are struggling to achieve the KPI’s established in your performance plan and have requested that you inform George and Mildred that they cannot be achieved without an additional administration staff member (maybe just part time). After discussion and consideration, you agree. Write an email to George and Mildred outlining the issue and develop a solid case for the recruitment of an additional staff member.
(100 words)
Student response to Task 7: Question 5
Answer here
Task 7: Question 6
In Task 6 there were some serious issues with a loan application for one of CCF & MB’s most influential clients, a property developer. The client is thinking of cancelling the agreement. Write an email to George and Mildred outlining the issue and how you have resolved it.
(100 words)
Student response to Task 7: Question 6
Answer here
Task 7: Question 7
The Tuckman’s theory focuses on the four (4) stages a team goes through as they develop and grow together over time.
To understand more about the four stages of team development use the link from MIT Human Resources and the video ‘Tuckman’s Stages of Team Development — the links are located in the Toolbox.
(a) For each of the four (4) stages of team development (forming, storming, norming and performing), describe the support you will provide the CCF & MB team to facilitate cohesiveness and teamwork. Include how you will change your leadership and management style to meet the needs of the team at each of the four stages of development.
(b) How would you consider the team members’ individual personality and emotional needs?
(300 words)
Student response to Task 7: Question 7
Answer here
Task 7: Question 8
One of the most difficult challenges a manager faces is to maximise performance while maintaining a positive work environment.
(a) Give three (3) examples of challenges that can arise when managers attempt to maximise productivity within a work team.
(b) For each of these challenges, provide a range of solutions to maintain team cohesion whilst maximising productivity — three (3) solutions for each challenge (a total of nine (9)).
Refer to the Toolbox for a helpful link.
(250 words)
Student response to Task 7: Question 8
Answer here
Challenge Solution 1 Solution 2 Solution 3
Answer here Answer here Answer here Answer here

Assessor feedback: Task 7 – Develop a performance plan
[insert feedback]
Date assessed: Click here to enter a date
Does the student need to resubmit? No
Questions that need to be resubmitted
First submission Not yet demonstrated
Resubmission Not applicable
To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission

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Business Management Skills
(DIPMB3_AS_v3)
Student identification (student to complete)
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Written Assignment result (assessor to complete)
Result — first submission Not yet demonstrated
Parts that must be resubmitted
Result — resubmission (if applicable) Not applicable
Result summary (assessor to complete)
First submission Resubmission (if required)
Task 1 Not yet demonstrated
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Task 2 Not yet demonstrated
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Task 3 Not yet demonstrated
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Task 4 Not yet demonstrated
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Task 5 Not yet demonstrated
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Task 6 Not yet demonstrated
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Task 7 Not yet demonstrated
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Task 8 Not yet demonstrated
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Feedback (assessor to complete)
[insert assessor feedback]
Before you begin
Read everything in this document before you start your written assignment for Business Management Skills (DIPMB3_AS_v3).
About this document
This document includes the following parts:
• Instructions for completing and submitting this assignment
• CCF & MB case study and tasks covering Business Management Skills:
• Task 1 — Developing and nurturing relationships with clients, other professionals and third-party referrers
• Task 2 — Growing the business
• Task 3 — Identifying risk and applying risk management processes
• Task 4— Improving the business
• Task 5 —Managing people performance
• Task 6 — Showing leadership in the workplace
• Task 7 – Standards and values
• Task 8 – Develop a Performance plan
How to use the study plan
We recommend that you use the study plan for this subject to help you manage your time to complete the assignment within your enrolment period. Your study plan is in the KapLearn Business Management Skills (DIPMB3v3) subject room.
Instructions for completing and submitting this written assignment
Saving your work
Download this document to your desktop, type your answers in the spaces provided and save your work regularly.
• Use the template provided, as other formats will not be accepted for these assignments.
• Name your file as follows: Studentnumber_SubjectCode_Assignment_versionnumber_Submissionnumber
(e.g. 12345678_DIPMB3_AS_v3_Submission1).
• Include your student ID on the first page of the assignment.
Before you submit your work, please do a spell check and proofread your work to ensure that everything is clear and unambiguous.
Word count
The word count shown with each question is indicative only. You will not be penalised for exceeding the suggested word count. Please do not include additional information which is outside the scope of the question.
Additional research
When completing this assignment, assumptions are permitted although they must not be in conflict with the information provided in the Case Study.
You may also be required to source additional information from other organisations in the finance industry to find the right products or services to meet your client’s requirements, or to calculate any service fees that may be applicable.
Submitting the written assignment
Only Microsoft Office compatible written assignments submitted in the template file will be accepted for marking by Kaplan Professional Education. You need to save and submit this entire document.
Do not remove any sections of the document.
Do not save your completed assignment as a PDF.
The written assignment must be completed before submitting it to Kaplan Professional Education. Incomplete written assignments will be returned to you unmarked.
The maximum file size is 20MB for the Written and Oral Assignment. Once you submit your written assignment for marking you will be unable to make any further changes to it.
You are able to submit your written assignment earlier than the deadline if you are confident you have completed all parts and have prepared a quality submission.
Please refer to the Assignment submission/resubmission videos in the ‘Assessment’ section of KapLearn under your ‘Assignment Enrolment’ for details on how to submit/resubmit your written assignment.
Your written assignment and oral assignment must be submitted together on or before your due date. Please check KapLearn for the due date.
The written assignment marking process
You have 12 weeks from the date of your enrolment in this subject to submit your completed assignment.
If you reach the end of your initial enrolment period and have been deemed ‘Not yet demonstrated’ in one or more assessment items, then an additional four (4) weeks will be granted, provided you attempted all assessment tasks during the initial enrolment period.
Your assessor will mark your written and oral assignment and return it to you in the Business Management Skills (DIPMB3v3) subject room in KapLearn under the ‘Assessment’ tab.
Make a reasonable attempt
You must demonstrate that you have made a reasonable attempt to answer all of the questions in your written assignment. Failure to do so will mean that your assignment will not be accepted for marking; therefore you will not receive the benefit of feedback on your submission.
If you do not meet these requirements, you will be notified. You will then have until your submission deadline to submit your completed written and oral assignment.
How your written assignment is graded
Assignment tasks are used to determine your ‘competence’ in demonstrating the required knowledge and/or skills for each subject. As a result, you will be graded as either Demonstrated or Not yet demonstrated.
Your assessor will follow the below process when marking your written assignment:
• Assess your responses to each question, and sub-parts if applicable, and then determine whether you have demonstrated competence in each question.
• Determine if, on a holistic basis, your responses to the questions have demonstrated overall competence.
You must be deemed to be demonstrated in all assessment items in order to be awarded the units of competency in this subject, including:
• all of the exam questions
• the written and oral assignment.
‘Not yet demonstrated’ and resubmissions
Should sections of your assignment be marked as ‘Not yet demonstrated’ you will be given an additional opportunity to amend your responses so that you can demonstrate your competency to the required level.
You must address the assessor’s feedback in your amended responses. You only need amend those sections where the assessor has determined you are ‘Not yet demonstrated’.
Make changes to your original submission. Use a different text colour for your resubmission. Your assessor will be in a better position to gauge the quality and nature of your changes. Ensure you leave your first assessor’s comments in your assignment, so your second assessor can see the instructions that were originally provided for you. Do not change any comments made by a Kaplan assessor.
Units of competency
This written assignment is your opportunity to demonstrate your competency against these units:
Unit code Unit name
BSBRSK401 Identify risk and apply risk management processes
FNSPRM603 Grow the practice
BSBMGT502 Manage people performance
BSBMGT401 Show leadership in the workplace
FNSRSK502 Assess risks
Note that the written and oral assignment is one of two assessments required to meet the requirements of the units of competency.
We are here to help
If you have any questions about this written assignment you can post your query at the ‘Ask your Tutor’ forum in your subject room. You can expect an answer within 24 hours of your posting from one of our technical advisers or student support staff.
Capital City Finance and Mortgage Brokers (CCF & MB)
George and Mildred are very happy with the way you service your clients and are sure that you are a good fit for the team. They now want you to turn your focus to your primary task, which is to assist in expanding the business by building relationships with selected real estate agents, accountants and legal firms through strategic alliances. They also want you to consider how CCF & MB can consolidate its relationships with its existing strategic partners.
Let’s recap on what you already know about Capital City Finance and Mortgage Brokers (CCF & MB).
It’s a family owned business providing a range of mortgage and finance broking services to the business and private sectors, with experience in all facets of finance and insurance, providing expert advice covering a multitude of products and options existing within the market.
CCF & MB specialises in home loans, commercial lending, business lending, personal and motor vehicle finance and insurance (life and general) and focuses on helping clients find the finance service suited to their individual circumstances.
It provides its services through its association with the following partners:
• Australian Aggregators: a rising company within the aggregation business, with an extensive panel of residential and commercial lenders, and asset finance.
• ABC General Insurance: a boutique insurance company specialising in a full range of general insurances.
• XYZ Life: a small family-owned insurance brokerage specialising in the full range of life insurance products.
Based in the city, CCF & MB has the capacity to service clients from their office or anywhere at their clients’ convenience through its team of mobile brokers.
CCF & MB does not hold a credit license but operates as a credit representative of Australian Aggregators.
Since its inception 13 years ago, CCF & MB has built a loan book of almost $1.2 billion and averages over $120 million in new loans annually.
CCF & MB’s vision is to be the mortgage and finance broker of choice in the greater metropolitan area.
CCF & MB’s mission statement is: ‘to operate professionally in accordance with legislation, our licence and professional standards’.
CCF & MB’s values are as follows:
• to act with honesty and integrity at all times
• to provide unbiased advice and conduct business, free from any conflict of interest
• to maintain confidentiality in all dealings
• to meet all NCCP regulatory requirements
• to comply with all mortgage industry laws and regulations
• to ensure quality and efficiency in its loan processes.
CCF & MB’s people
CCF & MB is owned by husband and wife, George and Mildred Spencer.
With over 35 years’ experience in finance and business ownership, George established and built a successful business dedicated to assisting clients with managing their finances effectively. Starting the business with his wife Mildred 13 years ago, George gained immense satisfaction in seeing it expand, to service more and more clients across the city and greater metropolitan area. Although in recent years he has stepped back from dealing directly with clients, he still maintains a small select clientele. He also takes great pride in training and mentoring his team to enhance their performance.
Mildred has over 22 years of lending experience and is qualified, not only to assist her clients with their mortgage requirements, but also to assist them with their commercial finance requirements. She also holds financial planning qualifications. She specialises in asset finance.
The company has a small team of five additional consultants and two administration staff members. Profiles for the team are as follows:
• Jennifer Dee is recognised as one of the top female brokers in Australia. She has been in the broking industry for over 10 years and has a passion and dedication to assist and accommodate all of her clients’ needs with their financial dreams. Jennifer is an Accredited Mortgage Consultant with the Mortgage and Finance Association of Australia (MFAA).
• Louise Spencer (George and Mildred’s eldest daughter) is an Accredited Mortgage Consultant with the Mortgage and Finance Association of Australia (MFAA) and has been working as a loan consultant for almost two years. Louise started off in the lending industry in the office as an administrator to gain as much experience and knowledge as possible before taking a broking role. Her passion for helping her clients ensures that she is always available to her clients at a time and place convenient for them.
• Michael Spencer is George’s younger brother and is CCF & MB’s equipment finance specialist. He has over 25 years working in the equipment finance industry. He has developed an in-depth understanding of the transport and agricultural industries, and also provides finance for general equipment, motor vehicles and computer equipment.
• Martin Long has specialised in equipment finance for the last three years, but prior to this he spent five years operating his own retail food business. This practical experience allows him to see things from his client’s point of view, including experience with equipment finance. He specialises in plant and equipment in the machinery, woodworking and packaging industries. Examples of some of the equipment he has financed are farm machinery, extrusion lines, plastic injection moulders, commercial catering equipment, woodworking plant, packaging lines, forklifts, office fit-outs and many different motor vehicles.
• Luis Ramirez migrated to Australia as a young boy; 25 years ago with his family. After completing high school he graduated from university with an accounting degree and worked in ANZ in commercial lending. He joined CCF & MB four years ago and specialises in vehicle and capital equipment financing. He provides ITC and general equipment lease funding options for clients. By providing better outcomes, both during and at the end of their equipment leases, Luis’ many clients have been able to reduce costs and maximise the value of their available budgets.
CCF & MB is a member of the MFAA, as a broking business dealing directly with the public. Both George and Mildred are fellows of the MFAA. CCF & MB is also a corporate member of the FBAA.
All staff members, including consultants, are paid an annual salary plus superannuation. Consultants also receive a car allowance plus a percentage of trail commissions, which are paid quarterly based on their performance targets.
CCF & MB’s panelled lenders
With access to an extensive panel of lenders, CCF & MB can meet most clients’ expectations. Residential lenders are listed in the following table.
Adelaide Bank Homeloans Limited Pepper Home Loans
AMP Homeside Phoenix-Circle Credit Union
ANZ ING Direct PLAN Lending
Australian Financial Keystart PN Bank
Australian First Mortgage La Trobe Resi
Bank of Melbourne Liberty Financial St George Bank
BankSA Macquarie Suncorp
Bankwest ME Bank The Rock Building Society
Bluestone Mortgage Mart Westpac
Citibank NAB Wide Bay Australia Ltd
Commonwealth Bank Newcastle Permanent
Heritage Bank Peoples Choice Credit Union
Commercial lenders and asset finance providers are listed in the following table.
Adelaide Bank Commercial Bibby Financial Services Pty Ltd Liberty Financial Commercial
ANZ Commercial Commonwealth Bank Commercial NAB Commercial
Australian First Mortgage Commercial IMB Commercial St George Commercial
Bank SA Commercial ING Direct Commercial Suncorp Commercial
Bankwest Business Banking LaTrobe Commercial Westpac Commercial
Adelaide Bank Commercial Macquarie Leasing Westpac Equipment Finance
ANZ Asset Finance Commonwealth Bank Asset Finance Liberty Asset Finance
Future developments
George and Mildred are very keen to expand and grow their business and are in the process of speaking with a number of real estate agents, accountants and legal firms with a view to forming strategic alliances.
Due to the expected increase in business, George and Mildred are seeking to employ another consultant to take on the extra work. This person will be required to:
• build strategic relationships with a number of real estate agents, accountants and legal firms already identified
• identify and foster relationships with other real estate agents, accountants and legal firms
• provide finance and mortgage broking services to new clients identified through these strategic alliances.
Business management skills
Task 1 — Developing and nurturing relationships with clients, other professionals and third-party referrers
George and Mildred now require you to write a plan to assist in developing and nurturing relationships with clients, other professionals and third-party referrers.
The layout and content of your plan should address the following:
1. How CCF & MB’s policies and procedures and legislative, regulatory and professional codes of practice impact on developing and nurturing relationships.
2. How you would use CCF & MB’s social, business and ethical standards to develop and maintain positive relationships.
3. The importance of confidentiality and how you would maintain it in your dealings with colleagues, clients and other parties.
4. How you would adjust your interpersonal style to the needs and situation of other parties.
5. How you would go about developing and maintaining business and professional networks and other relationships to benefit the organisation; and how you would use them to identify and cultivate relationships in order to promote and market the organisation.
6. How you could use and cooperate with other professionals and third parties to expand and enhance the reputation of the organisation, and to identify new and improved business practices.
7. How you would build referral business through appropriate communication channels, to find and secure new business relationships.
8. How you would identify referral needs and provide information about CCF & MB’s relevant products and services.
9. How you would secure interviews with referral business so that the needs of clients can be met.
(1,000 words)
You may use any format for your plan but you are not permitted to simply answer the points above. If you are unsure as to how to write a plan, you can refer to the Business Growth and Marketing topic and use the suggested SMEAC format outlined in Part 6, Section 13. You may also refer to the internet for other example business or marketing plans.
Guidance on how to develop a plan is available at the business.gov.au website:
https://www.business.gov.au/planning/templates-and-tools/marketing-plan-template-and-guide
When completing this task, assumptions are permitted, although they must not be in conflict with the information provided in the background information.
Student response to Task 1
Answer here
Assessor feedback for Task 1: Resubmission required?
No
Task 2 — Growing the business
Having considered how you would go about building and nurturing relationships, George and Mildred now require you to turn your attention to marketing and promoting CCF & MB’s business. This requires you to develop, implement, monitor and adjust a Marketing Plan for the business. When doing this, you will need to:
• Ensure your plan is developed in line with CCF & MB’s vision statement.
• Conduct some research (or make assumptions) and identify key market data for the plan. This can include, for example, customer demographics, product types (i.e. census data if available), marketing media data (i.e. social media).
• Identify of target markets, using a combination of research and your own personal experience.
• Identify your major competitors (at least two) with a competitor analysis developed for each competitor.
• Conduct a review of CCF & MB’s current market position based on your research findings in conjunction with competitor analysis; and identify where improvements can be made.
• Document changes you could introduce to improve the brand of CCF & MB, and what promotional activities you could introduce to build the customer base.
• The provision of options for increasing yield per existing client.
1. To develop and implement the marketing plan, complete the table below:
Student response to Task 2 Question 1
Implementing the Marketing plan
Task Steps Required Resources Required Who will complete this Date to Start Date to Complete
Answer here
Answer here
Answer here
Answer here
Answer here
Answer here

2. To monitor the marketing plan, complete the table below:
Student response to Task 2 Question 2
Monitoring the Marketing Plan
Marketing plan targets Monitoring process Period one Period two Period three Period four Average
Answer here Answer here Answer here Answer here Answer here Answer here Answer here

3. To make adjustments to the marketing plan, complete the table below:
Student response to Task 2 Question 3
Adjusting the marketing plan
Identified task requiring adjustment Changes required
Answer here Answer here
(1,000 words)
When completing this task, assumptions are permitted although they must not be in conflict with the information provided in the background information.
NOTE to students: You can add lines to the tables if necessary
Assessor feedback for Task 2: Resubmission required?
No
Task 3 — Identifying risk and applying risk management processes
George and Mildred have become very concerned about the potential risks that could jeopardise
CCF & MB’s business operations. They were very impressed with your growth and marketing plans for
CCF & MB so they have now moved you into more of a general manager’s role with expanded responsibilities, including managing CCF & MB’s risk.
1. As part of your new responsibilities you are required to develop a risk management plan which:
• Establishes the context for CCF & MB’s risk management plan.
• Lists and explains the tools you will use in assessing the risks you identify.
• Identifies the stakeholders you would consult in establishing context and the tools you would use in identifying CCF & MB’s risks.
• Identifies at least two risks that CCF & MB could face for each of the six categories of business risk including strategic risks, compliance risks, financial risk, operational risks, market and environmental risks and reputational risks with an appropriate risk statement for each identified risk.
Note: You may make any assumptions in producing your plan, but these should be documented either in the body of your plan or separately before you produce it. You are not permitted to simply answer the points detailed above.
Student response to Task 3: Question 1
Answer here
2. Refer to the email from co-worker identifying potential risk in the toolbox. Using the box below, write an email to management outlining the identified risk, your analysis, how you would evaluate the risk and suggest how the risk could be best treated.
Student response to Task 3: Question 2
Answer here
3. Refer to the Risk treatment mapping guide in the toolbox. Using the following steps, complete the Risk evaluation and treatment table below:
Step 1. Through analysis, identify the risks CC & MB’s business may face; and complete that column. This is to include both legislative and financial risks.
Step 2. By using the Risk treatment mapping guide in the toolbox, appraise the likelihood and consequence for each risk identified and include these in the table.
Step 3. Define how each risk can be treated, and whether a potentially serious risk should be escalated to management.
Step 4. Develop recommendations to mitigate identified risks.
Step 5. Provide recommendations on how to monitor and review the risks identified.
Student response to Task 3: Question 3
Answer here
Complete for Task 6: Risk evaluation and treatment map
Risk identified
(through analysis) Likelihood
(risk evaluation criteria) Consequence Treatment
(comment if risk should be escalated to management for supervision) Mitigate identified risks
(provide recommendations to mitigate risk) Monitor
(include how to be monitored and how often to be reviewed)

(Task 3: Questions 1-3, 1,000 words)
Assessor feedback for Task 3: Resubmission required?
No
Task 4— Improving the business
Over the last few months business for CCF & MB has been very good with a number of new clients coming on board as a result of implementing your business growth and marketing plans. However, neither you or the business owners are satisfied with maintaining the status quo; as you and they are committed to a program of continuous improvement.
You all feel that CCF & MB’s competitive advantage needs to be strengthened and a SWOT should be undertaken to establish CCF & MB’s strengths and weaknesses including benchmarking the business against the industry. You now decide that you will carry out a diagnosis of the business including a SWOT analysis and a benchmarking exercise to improve CCF &MB’s competitive advantage and its business. You are to produce a document covering your diagnosis, which will be distributed amongst CCF & MB’s key personnel.
As a minimum, your document should cover the following:
1. The data you have used as part of your diagnosis to identify CCF & MB’s competitive advantage.
2. A SWOT analysis to identify CCF & MB’s strengths and weaknesses, its threats and opportunities.
3. How you identified and sourced relevant benchmarking data.
4. How you selected the key indicators (and who you consulted with) for your benchmarking exercise.
5. A consolidated list of the areas for improvement you have identified with a cost-benefit ratio established for each of them.
6. Recommendations on the changes that may be required that will affect existing workflows or
CCF & MB’s organisational structure
7. A high-level action plan that will implement and monitor the recommended changes to be made.
In addition to the material on your Part 2 learning guides, the following link gives you access to a
step-by-step guide to benchmarking and determining competitive advantage:
http://www.business.vic.gov.au/marketing-sales-and-online/increasing-sales-through-marketing/benchmark-your-business
(1,000 words)
Student response to Task 4
Answer here
Assessor feedback for Task 4: Resubmission required?
No
Task 5 —Managing people performance
One of your key responsibilities as general manager is to develop and implement ways to improve the performance of CCF & MB’s consultants and other staff members.
Answer the following questions:
1. Why is it important to consult with stakeholders when allocating work? What are the possible consequences of allocating work without consultation?
Student response to Task 5: Question 1
Answer here
2. Describe the process you might follow when developing quantitative and qualitative performance criteria. You should explain how you ensure that the criteria relates to CCF & MB’s objectives and how to motivate staff members to achieve these objectives.
Student response to Task 5: Question 2
Answer here
3. Describe the different ways you might gather information about a staff member’s workplace performance.
Student response to Task 5: Question 3
Answer here
4. What are the benefits of evaluating and monitoring staff members on a continuous basis?
Student response to Task 5: Question 4
Answer here
5. Describe how you might do this for CCF & MB.
Student response to Task 5: Question 5
Answer here
6. Why is it important to document the performance management process? Explain the possible consequences of not retaining appropriate records of this process.
Student response to Task 5: Question 6
Answer here
7. In what ways can you reinforce excellence in work performance through recognition and continuous feedback? In what ways might you be able reward staff in non-financial ways?
Student response to Task 5: Question 7
Answer here
8. Design a high-level performance management process for CCF & MB to be rolled out to all staff members.
Student response to Task 5: Question 8
Answer here
9. Who should you consult when designing the performance management process? List who you would consult and the reasons why.
Student response to Task 5: Question 9
Answer here
10. Using the box below, create a minimum of 5 evaluation criteria, that could be used in a Performance appraisal Checklist:
Student response to Task 5: Question 10
Answer here
11. Using the “Work Plan” template provided below, develop a work plan for CCF & MB. This can be done by using actions of your choice (i.e. nurturing leads to create clients). The work plan will also include who you will allocate various tasks to achieve the plan’s objective. The plan must be within CCF & MB’s organisational requirements and comply with legal requirements.
Student response to Task 5: Question 11
Answer here
Complete for Task 11: Work plan template
Action Allocated to: Responsibility Timeframe allocated

(Task 5 Questions 1-11, 800 words)
Martin and Luis are working together on project involving the preparation for a loan application for one of CCF & MB’s most influential clients, a property developer. Martin missed a deadline and the whole project is now behind schedule by a week. This is the third time in a month that he has missed a deadline. Martin has had problems with meeting deadlines in the past and has already had a written warning.
As the general manager you have been monitoring Martin’s performance over the past month, providing informal feedback about his role in the project. Although he has made several improvements regarding his performance, his inability to meet deadlines has forced the delay of the client’s development a further month. CCF & MB made a commitment to the client that the loan application would be with the prospective lender two weeks ago.
The client is not happy that he does not yet have an approval and is considering cancelling the agreement he has with CCF & MB and going elsewhere.
12. You have arranged to meet with Martin to talk about the project and his input. How would you go about providing constructive feedback to Martin?
Student response to Task 5: Question 12
Answer here
13. Following your meeting with Martin you have decided to monitor his performance for the purposes of evaluating where improvements can be made and provide feedback. Outline the process you have adopted to conduct this monitoring exercise. Reference material is available in Topic 1.3, Business Management Skills, People management.
Student response to Task 5: Question 13
Answer here
14. Following your meeting with Martin, use the evaluation criteria, you developed in question 10 above to record and document comments regarding Martin’s performance in the Performance Appraisal checklist below.
Student response to Task 5: Question 14
Complete for Task 10: Performance Appraisal Checklist
Evaluation Criteria Rating 1-5 (5 best) Team Leader/General Manager Comments
Answer here Answer here Answer here
Answer here Answer here Answer here
Answer here Answer here Answer here
Answer here Answer here Answer here
Answer here Answer here Answer here
(Task 5 Questions 12-14, 600 words)
Assessor feedback for Task 5: Resubmission required?
No
Task 6 — Showing leadership in the workplace
Leadership is defined as the ability to influence others. This assessment task requires you to reflect on your own ability to positively influence others in the workplace and the negative aspects of poor leadership.
Note: If you are not currently working in the finance and mortgage broking industry, you may reflect on your experiences in another industry.
1. Reflect on a situation where you have had a positive impact in the workplace. Please include the skills, decisions and/or behaviours you demonstrated that contributed to this positive change and what the impact was for the team/clients/organisation. (400 words)
Student response to Task 6: Question 1
Answer here
2. Reflect on a situation which was or could have been damaging to an organisation. Please include the behaviours, standards or values that were demonstrated and explain why they were detrimental. (400 words)
Student response to Task 6: Question 2
Answer here
3. In your role as the general manager of CCF & MB create your own personal performance plan.
You may use your own personal performance plan or alternatively you can use the example below. In developing your personal performance plan, you should ensure that your personal KPIs reflect
CCF & MB’s goals and objectives and how you can help in building CCF & MB’s integrity and credibility.
You may refer to the Organisational standards and values document located in the toolbox and use the Client service standards statement for specific development objectives.
Student response to Task 6: Question 3
What are my development objectives? Priority What activities do I need to undertake to achieve my objectives? What support/resources do I need to achieve my objectives Target date for achieving my objectives Actual date of achieving my objectives

Review date:
4. Feedback from colleagues, staff and management may be gathered informally and formally including performance review feedback. Why is it important to analyse and interpret this type of feedback?
(400 words)
Student response to Task 6: Question 4
Answer here
Assessor feedback for Task 6: Resubmission required?
No
Task 7 – Standards and values
1. Refer to the Organisational standards and values document located in the toolbox and identify two of standards and two values that would be important to CCF & MB.
Student response to Task 7: Question 1
Answer here
2. Prepare a brief employee performance review of yourself in a current or previous workplace.
In the performance review:
• include the standards and values that you listed in question 1
• evaluate your own behaviour and performance against these standards and values
• explain how you could adjust your performance in the workplace to meet these standards and values.
Note: If you are not currently working in the financial services industry, you can choose another industry.
You are only required to write 2-3 paragraphs maximum in your response.
Student response to Task 7: Question 2
Answer here
3. CCF & MB provide an internal blog (through their intranet) for staff to make suggestions to improve business performance. In your role as the general manager at CCF & MB and following work preparing a performance plan you observed that client service standards were not being maintained consistently. Failure to meet these standards may be damaging to the reputation of the organisation.
Use the internal blog (box below) as a communication tool and post a question to the sales team at CCF & MB asking why service standards and values are not being maintained consistently as required by the organisation.
Refer to the Organisational standards and values document located in the toolbox and use the Client service standards statement to prepare your question.
Student response to Task 7: Question 3
Answer here
Assessor feedback for Task 7: Resubmission required?
No
Task 8 – Develop a performance plan
For CCF & MB to continue to meet their primary goal of being a leader in offering broking services to the local community, they have asked you in your capacity as the newly appointed general manager to develop a performance plan and establish some ‘key performance indicators’ (KPIs) for all customer service staff.
The objective of the performance plan is to focus on the organisations key goals and objectives in line with ‘Service standards statement’ available in the toolbox.
Information on people performance can be sourced from Business Management Skills, Topic 1-3, People management.
Student response to Task 8
Answer here
Assessor feedback for Task 8: Resubmission required?
No
Assessor feedback:
[insert feedback]
Date assessed: Click here to enter a date
Does the student need to resubmit? No
Questions that need to be resubmitted
First submission Not yet demonstrated
Resubmission Not applicable
To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission

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