ࡱ> e c F G H I J K L M N O P Q R S T U V W X Y Z [ \ ] ^ _ f `  v bjbjss $L1X   @@@(h\ĥ%2F||L($x h \ tt@ttF%%%tdD %t%%~ }E8D MUp pd@M]ܜH2N< < MUMU< aUP %\dV%^2ttttd8$\8\ RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Editable version Skills First RPL Assessor Kits are developed by the State of Queensland (Department of Education, Training and the Arts) and are based on the Skills First philosophy of providing client focussed, streamlined, and flexible RPL. The State of Queensland (Department of Education, Training and the Arts) is the copyright owner of material contained within the original RPL Assessor Kit. Permission is given to Registered Training Organisations to use, reproduce and adapt this RPL Assessor Kit for their organisations RPL assessment purposes, provided such use, reproduction or adaptation is for non-commercial purposes. The State of Queensland (Department of Education, Training and the Arts) disclaims any liability for any damage resulting from the use of the material (in either original or modified format) and will not be responsible for any loss, howsoever arising, from use of, or reliance on this material. The original version of this RPL Assessor Kit is available free of charge at  HYPERLINK "http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html" http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html If you would like any further information, please email  HYPERLINK "mailto:rpl@deta.qld.gov.au" rpl@deta.qld.gov.au Candidates Kit HOW TO USE THIS RPL ASSESSOR KIT This RPL Assessor Kit is divided into sections to allow you to easily access only those sections you require at any given time. These sections are: SECTION A Assessor Information You need to read this information before conducting an assessment. It outlines the intent and processes surrounding this RPL assessment and how it differs from assessment undertaken following formal training. SECTION B Candidate Information and Application Forms You give this information to the candidate. It tells them about the assessment process as well as containing simple forms for the applicant to fill out. From the information provided by the candidate on these forms, you will be able to gain a general understanding of the skills and experience the candidate may have, as well as potential referee contacts. SECTION C Competency Conversation and Record of Conversation Sheets You use this section to determine and record candidate competence via a competency conversation. In other words, these questions guide your conversation with the applicant and assist in your assessment of their competence. The notes you take about this conversation are important evidence for assessment. SECTION D Practical Tasks and Observation Recording Sheets You use this section to assess competencies through a practical demonstration of the candidates skills. It contains practical tasks/scenarios on the outcomes required to determine competency and a place to record your observation. The notes you take are important evidence for assessment. SECTION E Resources for Practical Tasks You use this section to access required resources for performing practical tasks and scenarios. SECTION F Third Party Verification You give this section to the referees to confirm the candidates skills and experience in this qualification/occupation. The referees may fill out the appropriate form and return to you to confirm your judgement. You may be able to complete this part of evidence gathering in person while at the workplace. SECTION G Assessment Tables You use this table as a reference tool to see at a glance how units/elements of competency are assessed within the tool. All the elements and performance criteria within the competency units are cross-matched in this table with a corresponding assessment question/task/scenario. This allows you to validate the assessment process against the qualification. SECTION A Assessor Information It is VITAL you read this information prior to commencing your RPL assessment. It provides generic information on assessment, as well as an overview of this streamlined RPL assessment process. ADVICE FOR ASSESSORS This RPL Assessor Kit streamlines the RPL assessment process for Certificate IV in Small Business Management by taking a practical approach to RPL and increasing the use of on-site questioning and observation. This will assist in developing a picture of the candidates skills and knowledge. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes. IMPORTANT ASPECTS TO REMEMBER: A sound knowledge of assessment and the qualification is essential It is important to have a good understanding of the competencies and qualification/s appropriate to the candidates goals. Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process. Assessment involves judgement This tool encourages the use of a competency conversation to maximise the candidates opportunities to demonstrate competence. This is NOT an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate which draws out their actual individual experiences and relevant skills. In other words, it is about the assessor probing the candidate through a conversation to draw out further information on the candidates experience which may not be forthcoming due to nerves or confusion over technical terminology. The tool also provides observable tasks to allow candidates to demonstrate skills. Authentication/verification is integral to RPL assessment It is critical information gleaned from the interview and observation be confirmed with those who can vouch for the candidates skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential assessors take careful notes to back up and record their judgement. Recording assessment is critical Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember the record is the document that makes sense of the assessment and why a particular judgment was made. Keeping detailed notes about the candidates response is vital, as is the rationale for judgement. The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations. Assessor summaries and other quality assurance documentation from your own Registered Training Organisation will also be required. For examples of assessment summary documentation, please see  HYPERLINK "http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm" Assessment Guide Number 1: Training Package Assessment Materials Kit:  HYPERLINK "http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm" http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm To access further information on the principles assessment and dimensions of competency, you can visit  HYPERLINK "http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm" Assessment Guide Number 1: Training Package Assessment Materials Kit.  HYPERLINK "http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm" http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm To access further information on the Australian Qualifications Framework, you can visit:  HYPERLINK "http://www.aqf.edu.au/" http://www.aqf.edu.au/ Employability Skills Assessment of a candidates employability skills should be integrated into the assessment of their technical skills and knowledge. Where possible, employability skills have been embedded within the bank of questions and practical assessment tasks in this RPL Assessor Kit. Therefore, assessors should make and document holistic judgements about a candidates attainment of employability skills as part of the RPL assessment. For more information about the employability skills requirements for particular qualifications, refer to the training package. To access further general information on employability skills, refer to Employability Skills: From framework to practice, at:  HYPERLINK "http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf" http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf COMPETENCIES IN THIS RPL ASSESSOR KIT Certificate IV in Small Business Management CORE UNITS Unit CodeUnit TitleQuestionsPracticalBSBSMB401AEstablish legal and risk management requirements of small businessBSBSMB402APlan small business financesBSBSMB403AMarket the small businessBSBSMB404AUndertake small business planning ELECTIVE UNITS Unit CodeUnit TitleQuestionsPracticalBSBCRT501AOriginate and develop conceptsBSBCUS401ACoordinate implementation of customer services strategiesBSBCUS402AAddress customer needsBSBEBU401AReview and maintain a websiteBSBFIA402AReport on financial activityBSBINN301A Promote innovation in a team environmentBSBMKG413APromote products and servicesBSBMKG414AUndertake marketing activitiesBSBRES401AAnalyse and present research informationBSBPMG510AManage projectsBSBREL401AEstablish networksBSBREL402ABuild client relationships and business networksBSBSMB405AMonitor and mange small business operationsBSBSMB406A Manage small business financesBSBSMB407AManage a small teamBSBSMB408AManage personal, family, cultural and business obligationsBSBSMB409ABuild and maintain relationships with small business stakeholders OVERVIEW OF RECOGNITION PROCESS This RPL Assessor Kit has been developed to streamline the application for recognition of prior learning.  RPL ASSESSMENT PROCESS FLOWCHART FOR ASSESSORS  STEPS IN THE RPL PROCESS 1. Complete application The candidate completes the application forms in SECTION B. It is important candidates provide as much information of their previous experience in the small business industry as is available. Documents that may be available include but are not limited to: any licences brief CV or work history certificates/results of assessment indentures/trade papers certificates/results of assessment interstate/overseas certificates/results of assessment universities results/statement of attendance/certificates vendor training courses, in-house courses, workshops, seminars, symposiums results/statements of attendance/ certificates club courses e.g. first aid, officials, surf life saving, etc tickets held eg forklift, crane, etc photographs of work undertaken diaries/task sheets/job sheets/log books site training records site competencies held record membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience Candidates also need to provide contact details for one or two referees who can confirm their industry skills in context and over time. To have skills formally recognised under the Australian Qualifications Framework, you must ensure the candidates skills meet industry standards. 2. Interview about candidates documentary information Review the information provided by the candidate and arrange a time for both you and the candidate to discuss. Begin alignment of documentation and skills to the following qualification: BSB40407 Certificate IV in Small Business Management The candidate will have the opportunity to discuss and identify previous experience with you. The available documents are step one in collecting information and you will need to determine which units of competency, if any, are fully covered at this stage. You use your own or your RTOs assessment recording forms to record this stage of the assessment. There may be instances where the candidate has little, or no, documentary information of industry experience. This is not a barrier to gaining recognition. This will just require you to rely on the questioning, practical assessment and referee validation phases of the RPL process. 3. Questions for the Competency Conversation The bank of questions in SECTION C is the next phase in collecting evidence for the RPL process. The questions are designed to enable you to have a competency conversation with the candidate to further gain evidence of their past experience. REMEMBER, the primary focus is on the candidates experience. Each question has key points to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise the question to the candidates particular work situation. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. You should read the industry requirements of each competency before the candidate answers the questions posed. You may also target the assessment to those aspects that present the greatest risk in the industry. Questions are aligned with the relevant unit/s of competency in SECTION G. It is not intended every question for all competencies is asked, only those competencies the initial interview about the candidates documentary evidence has failed to fully address. The question bank covers most but not all units in the kit. Units without questions are covered in the practical assessment/scenario section. 4. Practical assessment tasks It is important that you use both Steps 3 (Questioning) and 4 (Practical Assessment) in doing this assessment. The RPL process is a streamlined RPL process which does not rely solely on practical assessment but uses a combination of questioning and practical to provide evidence of candidate competence. This is the third phase in collecting evidence. A practical skills test is then conducted by you at the candidates workplace or another suitable venue. Appropriate permission must be sought before entering workplaces. This is a further opportunity for candidate to demonstrate competence. It is expected the practical assessment will comprise only those competencies the candidate is still unable to demonstrate knowledge/experience in after documentary review and questioning have been applied. These assessments contain the practical skills and application of knowledge for the qualification. A number of holistic practical assessments are included in this kit (SECTION D) to assist you with tasks suitable for observation on the job. You decide if the response to questions and practical assessment tasks fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation/observation, not an exam, and you are encouraged to assist candidates to focus responses toward relevant issues. Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process. NOTE: Where candidates documentation and questions meet the assessment requirement, it is still strongly recommended the candidate undertake one practical assessment so you are confident in making a judgement of competent. The practical assessment selection should be negotiated between you and the candidate. Recording sheets for candidate information, questioning and the practical assessments have been included in SECTION D. You may use other recording mechanisms provided these also keep a complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstrated and documents presented as evidence must be noted in enough detail so anyone external to the process (e.g. a fellow assessor, auditor, lawyer, etc) can read the record and retrace your judgement. 5. Gap training RPL is an assessment process designed to show areas of competence and to identify IF a candidate has gaps in skills and knowledge against a whole qualification. Not all candidates will have skill/knowledge gaps. If a candidate has skills gaps, a pathway to complete training in the outstanding units can be negotiated to assist the client to gain the full qualification. EVIDENCE REVIEW Recognition of prior learning outcomes (both Granted and Not Granted) are now funded nationally and as such will be included in National AVETMISS audits. NCVER have stipulated evidence recording requirements for RPL assessments as a minimum requirement for passing an AVETMISS audit. The following Evidence Review proforma has been approved by NCVER as covering AVETMISS audit requirements for RPL recorded outcomes. It also gives you an opportunity to track a students assessment progress at a glance. It is expected that this Evidence Review summary sheet (or similar) would be attached to each participants evidence compiled during the RPL assessment process. (Place a tick in the appropriate evidence collection method column for each unit of competency. Place a line through those units not examined as part of this RPL assessment.) Unit CodeUnit TitleQuestionsPracticalDocuments3rd Party ReportOther evidenceBSBSMB401AEstablish legal and risk management requirements of small businessBSBSMB402APlan small business financesBSBSMB403AMarket the small businessBSBSMB404AUndertake small business planningBSBCRT501AOriginate and develop conceptsBSBCUS401ACoordinate implementation of customer services strategiesBSBCUS402AAddress customer needsBSBEBU401AReview and maintain a websiteBSBFIA402AReport on financial activityBSBINN301A Promote innovation in a team environmentBSBMKG413APromote products and servicesBSBMKG414AUndertake marketing activitiesBSBRES401AAnalyse and present research informationBSBPMG510AManage projectsBSBREL401AEstablish networksBSBREL402ABuild client relationships and business networksBSBSMB405AMonitor and mange small business operationsBSBSMB406A Manage small business financesBSBSMB407AManage a small teamBSBSMB408AManage personal, family, cultural and business obligationsBSBSMB409ABuild and maintain relationships with small business stakeholders Assessors Name: Assessors Signature: Date: SECTION B Candidate Information and Application Forms You give this information to the candidate for them to read about the RPL process and to complete the appropriate forms. WHAT DOES IT MEAN TO BE RECOGNISED IN Certificate IV in Small Business Management For most units at Certificate IV level, candidates are required to have a high level of knowledge of their own work role and the policies and procedures of the organisation. Accuracy, attention to detail and a high level of written and spoken communication skills are considered essential at this level. Working in Small Business at this level requires a positive attitude to the job, ethical behaviour and a respect for client confidentiality. For most units of competency in the Certificate IV level candidates are required to have knowledge of their own work role and policies and procedures of the organisation. Accuracy, attention to detail, written and spoken communication skills are essential to the position. To gain recognition of units for the certificate you need to be able to demonstrate that you can currently do or possess skills in areas relating to each unit of competency. Some examples of skills you might be asked to demonstrate are: a sound working knowledge of relevant legislation and codes of practices for the business services industry to ensure compliance; sound knowledge of organisational policies and procedures; business and finance planning; ability to support and develop other team members; implement customer service strategies; manage promotions; manage operations; knowledge of products and services and promotional activities; maintaining financial records; and performing other general business duties If you are doing these roles in your job, then dont write off your skills consider getting them recognised. TIPS AND HINTS TO HELP YOU PREPARE FOR RECOGNITION To have skills formally recognised in the national system, assessors must make sure you have the skills and knowledge to meet the industry standard. This means you must be involved in a careful and comprehensive process that covers the content of all unit/s or qualification/s you can be recognised for. Assessment happens in a variety of ways. Being prepared can save you valuable time and hassle and make the recognition process stress-free for you. Here are some tips and hints for you: Be prepared to talk about your job roles and your work history. Bring a resume or jot down a few points about where you have worked, either paid or unpaid, and what you did there. Bring your position description and any performance appraisals you have from any small businesses, shops or facilities you have worked in. Consider the possibilities for workplace contact. Are you in a workplace that is supporting your goals to get qualified? Would you feel comfortable to have the assessor contact your workplace or previous workplaces so your skills can be validated? Think about who can confirm your skill level. Think about current or recent supervisors who have seen you work in the past 18 months and will be able to confirm your skills. The assessor will need to contact them. You may also have community contacts or even clients themselves who can vouch for your skills level. Collect any certificates from in-house training or formal training you have done in the past. You can speak with your training organisation about other ways you can show your skills in small business management. These could be letters from employers, records of your professional development sessions, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as they dont show client details) or other relevant documents. STEPS IN THE RPL PROCESS Step 1 Provide information of your skills and experience Complete the attached forms and provide as much information of your previous experience in small business management as you can. This is your first opportunity (and not the last) to provide proof of your variety of experience in the industry. Here you can supply examples of your work history which could include: General employment documents brief CV or work history position descriptions certificates/results of assessment details of in house courses, workshops, seminars, orientation or induction sessions references/letters from previous employers/supervisors Workplace documents any licences brief CV or work history certificates/results of assessment indentures/trade papers certificates/results of assessment interstate/overseas certificates/results of assessment universities tickets held eg forklift, crane, etc photographs of work undertaken diaries/task sheets/job sheets/log books site training records site competencies held record membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process. You will also need to supply contact details of one or two work referees who can confirm your skills in the industry. Step 2 Conversation with Assessor An assessor will review the information you have provided (usually with you) and begin to match up your skills to the units/subjects in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer small business management related questions to identify your current skills. Step 3 Practical demonstration of your skills The assessor will conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that he/she will want you to demonstrate. Further steps After the assessment, your assessor will give you information about the skills that have been recognised and whether you have gained the full qualification. If you do have skill gaps, these may be addressed through flexible training. APPLICATION Self Assessment Questionnaire BSB40407 Certificate IV in Small Business Management Candidate Name: Date Completed: Please identify your level of experience in each competency. Unit CodeUnit TitleI have performed these tasksFrequentlySometimesNeverCORE UNITSBSBSMB401AEstablish legal and risk management requirements of small businessBSBSMB402APlan small business financesBSBSMB403AMarket the small businessBSBSMB404AUndertake small business planningELECTIVE UNITSBSBCRT501AOriginate and develop conceptsBSBCUS401ACoordinate implementation of customer services strategiesBSBCUS402AAddress customer needsBSBEBU401AReview and maintain a websiteBSBFIA402AReport on financial activityBSBINN301A Promote innovation in a team environmentBSBMKG413APromote products and servicesBSBMKG414AUndertake marketing activitiesBSBRES401AAnalyse and present research informationBSBPMG510AManage projectsBSBREL401AEstablish networksBSBREL402ABuild client relationships and business networksBSBSMB405AMonitor and mange small business operationsBSBSMB406A Manage small business financesBSBSMB407AManage a small teamBSBSMB408AManage personal, family, cultural and business obligationsBSBSMB409ABuild and maintain relationships with small business stakeholders Candidate Signature: Date: RPL APPLICATION FORM Applicant Details: 1. Occupation you are seeking recognition in2 Personal DetailsSurnamePreferred Title (Mr, Mrs, Ms, Miss)First Name/sAny other name usedHome Address Postal address if different from above  Telephone NumbersHome:Work:Mobile:Fax:Date of Birth / / Gender MALE ( / FEMALE (AgeAre you a permanent Resident of AustraliaYES ( / NO (3 Current Employment  Are you currently employed? If Yes, in which occupation are you currently employed? Who is your current employer? YES ( / NO ( . 4. Armed Forces details (If Applicable)Branch of Service Trade classification on discharge  5. Further TrainingHave you undertaken any training courses related to the occupation applied for?YES ( / NO (If YesWhat occupation were you trained in?Training completion Date (month, year)Country where you trainedName of course and institution (if applicable)6. Is there any further information you wish to give in support of your application 7. Professional Referees (relevant to work situation) Name Position Organisation Phone Number Mobile Number Email Address  Name Position Organisation Phone Number Mobile Number Email Address  APPLICANT EMPLOYMENT HISTORY FORM Name, Address and Phone number of EmployersPeriod of Employment (DD/MM/YYYY)Position HeldFull Time Part-time Casual Description of Major DutiesFromTo1. 2. 3. 4.  Attach additional sheet if required If you are including documents in your application, please provide a brief description below Document Description (e.g. resume, photos, awards etc)Office Use Only Assessor to use this section to align documents to specific units of competency and identify key questions for competency conversation      Declaration I declare that the information contained in this application is true and correct and that all documents are genuine. Candidate Signature: Date SECTION C Competency Conversation and Record of Conversation Sheets This section assists the assessor in documenting the competency conversation. Do NOT give this section to the candidate. Once you have assessed the candidates documentary information and determined which competencies you still require more information/evidence on, you use the question bank and Record of Conversation sheets in this section to document evidence of past experience. It is not intended that every question for all competencies be discussed during the conversation, only those competencies the initial documentary review has failed to fully address. Each question has key points to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise or rephrase the suggested question to the candidates particular work situation. The questions are not intended to be a formal script for the assessor to follow, but to provide guidance in exploring the range of the candidates skills, knowledge and experience in performing a particular task or function. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. In doing so, you are making a statement of fact about what you hear the candidate say during the competency conversation. Use the Comments section to provide further detail about the context of the discussion or briefly outline any examples discussed by the candidate. You may also use the Comments section to make a brief analysis of the responses or summary judgements about the quality of the candidates responses in relation to the requirements of the competency standard. Remember, the notes you take about this conversation are important evidence and should be retained in the candidates assessment record. QUESTION BANK Note to Assessors: Refer to Record of Conversation sheets Unit of CompetencyQuestionBSBSMB401A Establish legal and risk management requirements of small businessDiscuss the range of legislative requirements your business complies with. How have you maintained compliance and what records have you kept as proof of compliance? What type of contracts do you have in place for your business and how did you arrange these?BSBSMB402A Plan small business financesIn preparing a financial plan, what factors did you consider that could potentially have impacted on the business finances? Explain how you have identified financial requirements of the business and acquired finance in line with your financial plan.BSBSMB403A Market the small businessIn developing your marketing plan to promote the business, what marketing strategies did you decide were best suited and how did you identify these strategies? Discuss your marketing mix and how you monitor marketing activities to ensure success and identify improvements.BSBSMB404A Undertake small business planningDiscuss the factors you consider when developing your business plan and why it is important to have a plan. In implementing your business plan, how have you monitored business performance to ensure you meet your goals and objectives? What risk management strategies have you integrated in your plan?BSBCRT501A Originate and develop conceptsHow have you identified concerns within your organisation? What methods do you use to encourage collaboration/participation form all stakeholders to develop creative solutions to the issues? How do you turn creative ideas into operational plans?BSBCUS401A Coordinate implementation of customer service strategiesDiscuss a recommendation you made to management to improve on meeting customer needs. What methods did you use to assess customer needs? Outline your organisations policy and procedure on implementing customer service and how you have monitored it and put it into practice. How does your organisation promote and encourage good customer service?BSBCUS402A Address customer needsProvide an example of a special need you identified with a customer. How did you help them evaluate their needs? Explain how maintaining a business network has helped you, your customers and your organisation.BSBEBU401A Review and maintain a websiteHow do you ensure the information on the company website is current and meets the goals of the business? What steps do you take to up date and maintain the website?BSBFIA402A Report on financial activityWhat financial information are you required to report on? How do you prepare the information for reporting? Explain the process you use to complete BAS statements.BSBINN301A Promote innovation in a team environmentDiscuss a change to work practices implemented in your workplace. How was the need for change identified and how did you contribute to the implementation of the change? What methods have you used to gather information on the effect of change and how have you presented this information? Describe an innovative idea you have had to improve work practices. What guidelines did you follow when considering the idea and how did you source feedback on the idea?BSBMKG413A Promote products and servicesDescribe the products and services offered by your organisation and discuss how you keep your knowledge current on these products and services. Tell me about a promotional activity you have planned and coordinated including the planning process, personnel and resource allocation and how you used your networks to ensure the success of the activity. In advising on promotional activities of products/services, what types of advice have you provided and what data did you base your advice on? What types of feedback has you company collected on promotional activities of products and services and how was the feedback used to plan future activities?BSBMKG414A Undertake marketing activitiesDiscuss a marketing activity you have planned and managed. How did you evaluate the outcomes of the activity? What information have you or your organisation gained from reviewing marketing activities?BSBRES401A Analyse and present research informationDescribe a presentation (oral or written) you have completed in your workplace and how you prepared it. How did you evaluate the effectiveness of the presentation? Discuss how you have applied research skills to gather information for a presentation.BSBPMG510A Manage ProjectsDiscuss an example of a project you have managed and how you formulated your project plan. In administering a project plan, how have you managed risk? What information have you collected at the final review of a project and how was it used to plan for future projects?BSBREL401A Establish networksDiscuss how you develop networks and maintain professional relationships.BSBREL402A Build client relationships and business networksWhat skills do you use in building relationships with a diverse range of clients and how do you foster that relationship? In what ways do you participate in and contribute to your businesses networks?BSBSMB405A Monitor and manage small business operationsWhat is the process you have used to develop operational strategies and procedures? How do you monitor the effectiveness of the strategies and procedures? What are the implementation strategies you use when changes are made due to your monitoring process?BSBSMB406A Manage small business financesHow do you develop and implement your businesses financial plan? How do ensure your financial plan is working for your business goals and objectives?BSBSMB407A Manage a small teamWhat factors have you considered when planning to recruit staff? Describe a time you employed a new staff member and the induction and training process you undertook. Explain how you have managed staffing to ensure consistent business operations. Outline how you have managed your team to maximise performance outcomes. How have you handled poor performance?BSBSMB408A Manage personal, family, cultural and business obligationsWhat are the implications of family, community, cultural obligations/commitments on the business? What strategies do you have in place to ensure workers have work/life balance and are able to meet their obligations/commitments? How do you manage a negative impact on the business due to workers outside obligations/commitments?BSBSMB409A Build and maintain relationships with small business stakeholdersHow do you make sure that the relationships you have with key stakeholders is appropriate for your small business? How does the structure of your organisation contribute to the development of key stakeholder relationships? RECORD OF CONVERSATION BSBSMB401A Establish legal and risk management of small business CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 1: Discuss the range of legislative requirements your business complies with. How have you maintained compliance and what records have you kept as proof of compliance? Question 2: What type of contracts do you have in place for your business and how did you arrange these? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 1 OHS legislation Industry codes of practice Business registration and licences Planning and other permissions Environmental legislation Enterprise policy and procedure Insurance requirements EEO and Anti-discrimination Legislation Anti-competition regulations Industry lawAgency lawProperty lawAnti-trust, Consumer legislation and standardsTorts lawDuty of careEEO and Anti-discrimination legislationAnti-competition regulationsTaxation including GSTWorkers compensation and public liabilityCopyright, patent trademark and design regulationsMaintains business systems to ensure legal obligations are metSets procedures for taxation Sources and uses legal documents Acquires adequate insurance Monitors complianceInvestigates non-compliance areasRecords Personnel HR filesFinancial recordsTaxation documents OHS and Environmental records Workers compensation and rehabilitationHazardous substance register Material safety data sheetsManufacturers and suppliers information OHS audits and inspectionsFirst aid and medical; accident reports and investigationsPlant maintenance and testing Instruction manual and training records Question 2Products and services contracts Suppliers contracts Business premises contractInsurance policiesFranchise contract Agency contract Seeks legal adviceInvestigates products and servicesAssesses procurement rightsEnsure protection of businessInvestigates conditions of contracts Negotiates contract outcomes Secures contracts in line with business plan RECORD OF CONVERSATION BSBSMB402A Plan small business finances CANDIDATE S NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 3: In preparing a financial plan, what factors did you consider that could potentially have impacted on the business finances? Question 4: Explain how you have identified financial requirements of the business and acquired finance in line with your financial plan. KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 3 OHS legislation Industry codes of practice Business registration and licences Planning and other permissions Environmental legislation Principles of financial planning Contractual arrangements Principles of statistical analysis and measures of variance Corporations law Industrial law Taxation law Working capital available Assets managementCurrent economic climateBusiness goals and cash flow and growth forecastGovernment legislation and regulationCodes of practice and National standardsTaxation framework and potential changesCompetitors actionsMarket researchPrevious sales figuresDuration of budget cycle (1/5 year budget)Fixed and variable expensesSeasonal trendsPrices of goods and services and cost allocation Timing and timeframesStaffing and HR issuesPrice movementsQuestion 4New business start up costs non-current assets required Labour costs working capital needed total capital requiredExisting business check out current business financial standing labour costs estimates funds requiredExpanding business purpose of expansion funds estimates funds required add on labour costs considers unplanned expansion Uses forecasting techniquesIdentifies source of finance Investigates cost of securing financeCompares finance options Chooses finance based on funds requiredViability and profit margins are establishedPrepares required documentsApplies for finance  RECORD OF CONVERSATION BSBSMB403A Market the small business CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 5: In developing your marketing plan to promote the business, what marketing strategies did you decide were best suited and how did you identify these strategies? Question 6: Discuss your marketing mix and how you monitor marketing activities to ensure success and identify improvements. KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 5 OHS legislation Industry codes of practice Business registration and licences Industry market trends Marketing principles Company policy and procedure Product design and packagingPricingPresentation and display of products/servicesPromotion and advertisingDistribution Achieving lower costs of production and distribution than competitors Pursuing cost leadership and/or product differentiation for a specialist market segmentCreating a very different product line or service so that the business becomes a class leader in the industry Conducts a SWOT analysis of products and servicesCompares prices to others in the industry Identifies image of services Evaluates of customer base and target markets Consults with relevant people partners, financiers, accountant, clients, industry associations Question 6Advertise in national, suburban or local newspapersDevelop a web siteWord of mouth, referral and testimonialAdvertise in professional/industry journalsMail dropsDisplay postersCanvassing and telemarketingExhibitions In-store promotions Sponsorship Networking and strategic alliancesMonitor Staff development and appraisalMonitors implementation of marketing Monitors budgets Holds review meetings with staff and stakeholdersImplements incentive programs for staff to be involved in improving marketing Conducts on-going market researchSeeks customer input satisfaction surveys, meetings, focus groups Conducts sales to contact ratio and trends analysis  RECORD OF CONVERSATION BSBSMB404A Undertake small business planning CANDIDATE S NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 7: Discuss the factors you consider when developing your business plan and why it is important to have a plan. Question 8: In implementing your business plan, how have you monitored business performance to ensure you meet your goals and objectives? Question 9: What risk management strategies have you integrated in your plan? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 7 OHS legislation Industry codes of practice Business registration and licences Planning and other permissions Environmental legislation Risk management Enterprise policy and procedureDetails of ownership/managementProposed type, size and scale of the businessMarket focus of the businessMarketing requirements to ensure a growing customer base (marketing mix)Sources of funds to start up/keep the business going/expand Methods of raising finance and costs involved Methods to develop and present tenders or quotes Level of risk involved risk assessment and risk management Identify stages of business development goals and objectivesIdentify business opportunities Outline staffing requirements Outline legal and legislative requirements including OHSMethods of operations Importance of planningMonitor financial performance Monitor staff performance Monitor marketing and promotional performance Seeking additional finance as needed Maintain constant awareness of business direction goals and objectives Manage riskImplement operational planQuestion 8Monitors internal business targets size, quality, quantity Reviews financials wages to sales, sales to costsIdentifies payment periods and levelsMonitors external targets market share and positioning Explores new markets national or international trade links Reviews targets short, medium, long termAppraises staffing skills and levelsQuestion 9Security systems to provide physical security of premises, plant, equipment, goods and servicesSecurity of intellectual propertyKnowledge managementBreach of contract, product liabilityInsurance requirements work cover, professional indemnity, liability Contingency plans for areas of non-complianceOccupational Health and Safety planning  RECORD OF CONVERSATION BSBCRT501A Originate and develop concepts CANDIDATE S NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 10: How have you identified concerns within your organisation? Question 11: What methods do you use to encourage collaboration/participation form all stakeholders to develop creative solutions to the issues? Question 12: How do you turn creative ideas into operational plans? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 10 OHS legislation Industry codes of practice Business registration and licences Codes of Practice Environmental legislation Indigenous laws and protocols Copyright and intellectual property Privacy and confidentiality Technology communication and teamworkLook at current information/strategic directionLook at industry trendsMarket researchExamine customer feedbackCompare dataIdentify where there is openings for new products, improved processes and services, new programsFeasibility studyCompetitionQuestion 11Consultation with all involvedBrainstorming, mind mapping, trigger words, games, vision circles, De Bonos hats, sub-culture surfing etc.Collaborative processes which includes trialling ideasEvaluating ideas for suitabilityBe culturally sensitiveConsider the environmentCome up with foundation ideas and broader conceptsIdentify necessary resourcesExamine and recognise the feasibility of each ideaPresent the chosen strategies/concepts appropriatelyEnsure consultation is continued through the process Gather stakeholder feedbackQuestion 12Evaluate ideas and strategies for cost effectiveness Competing priorities Strategic directions Risk Benefits Technical feasibility Target market need Values/cultural fitCompare ideas/strategies with current quality products, programs, processes and servicesIdentify limitationsSeek advice where necessaryDevelop and improve proposalsDevelop implementation processesHave the proposals approved by appropriate peopleEvaluate the process for future innovation RECORD OF CONVERSATION BSBCUS401A Coordinate implementation of customer service strategies CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 13: Discuss a recommendation you made to management to improve on meeting customer needs. What methods did you use to assess customer needs? Question 14: Outline your organisations policy and procedure on implementing customer service and how you have monitored it and put it into practice. Question 15: How does your organisation promote and encourage good customer service? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 13 OHS and other relevant legislation Industry codes of practice Business registration and licences Business communication skills Environmental legislation Enterprise policies and procedures Customer special needs Business technology Confidentiality / privacy Ethical principles Discusses recommendation delivery times, price offer, product/service availability, refund/guarantee offerMethods to assess customer needs:Customer surveyComplaint formsCustomer databaseCustomer service statisticsAnalysis of dataWritten reportsMinutes of meetingsQuestion 14Expected standard of serviceApproaches the staff member should take to the customer e.g. accept full responsibility Types of issues the member can deal with themselves Issues that should be referred to a manager or supervisorReturns and refund procedureDealing with a complaint about serviceHaving products repaired Returning goods to suppliers Dealing with goods under warranty or guaranteeRecording of complaints or difficulties Strategies to ensure customer is happy with solution e.g. offer discount on next purchase Monitor Reviews customer service data surveys, complaints, questionnaires Identifies changes required Reports to designated personnel Makes recommendations for future strategiesMaintains records to compare outcome including budgetary requirementsQuestion 15Provides clear instructionsDocuments procedures Inducts new staff Involves everyone in the process Sets sales targets Provides incentivesConducts training  RECORD OF CONVERSATION BSBCUS402A Address customer needs CANDIDATE S NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 16: Provide an example of a special need you identified with a customer. How did you help them evaluate their needs? Question 17: Explain how maintaining a business network has helped you, your customers and your organisation. KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 16 OHS and other relevant legislation Industry codes of practice Business registration and licences Enterprise policies and procedures Environmental legislation Ethical and moral constraints Australian Standards Effective communication Uses appropriate and effective communication skills Customer requests product not in stockCustomer requests product not stocked by your organisation Customer requests a service to be performed in a manner different to the normal service Customer requires alteration to a product Customer has difficulty understanding and speaking EnglishCustomer disabilities prevent them from purchasing in the usual wayAsks questions and communicates openly with customer to understand needsParaphrases and clarifies to ensure correct understanding Identifies options to suit customer needsExplains each option Checks customer understanding of options Gains agreement on which option will suit customer needs Question 17Increases industry knowledgeIncreases skills to help customers Shares information with colleagues to ensure that practices/procedures are current Obtains key information for customers and others in your organisation Meets people with business interests in commonGains access to useful resources to call onKeeps management and customers informed about developments in the industryProvides the organisation with greater opportunities to do business with a wider circle of customers, in new regions, in new waysTaps into key information about new products, services Opportunities to form alliances to better meet customer needs  RECORD OF CONVERSATION BSBEBU401A Review and maintain a website CANDIDATE S NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 18: How do you ensure the information on the company website is current and meets the goals of the business? Question 19: What steps do you take to up date and maintain the website? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 18 OHS, anti discrimination and other relevant legislation Industry codes of practice Business registration and licences Privacy laws Environmental legislation Ethical principles TechnologyMonitors current trends and compares to web site informationCollect and analyse statistical data, feedback from clientsRecommend changesHave changes approvedQuestion 19Remove old informationAdd new informationMake appropriate changes to informationCheck information is accurate and matches that found in brochures and newsletter etcTake out services that no longer existAdd new servicesEnsure security procedures are followed e.g. access protocols and password protected areasAnalyse faults, errors and/or complaints found in customer feedbackCorrect faults Add or remove pages as requiredAdd or remove links as requiredConsider business goals, budgets and marketing strategies in changes RECORD OF CONVERSATION BSBFIA402A Report on financial activity CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 20: What financial information are you required to report on? Question 21: How do you prepare the information for reporting? Question 22: Explain the process you use to complete BAS statements? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 20 OHS legislation Industry codes of practice Financial Legislation Privacy laws Anti Discrimination Legislation Ethical principles Knowledge of Federal government taxes and charges Literacy and Numeracy skills Principles of double entry book keeping and accrual accountingBudget variancesBudgets and forecastsProfit and loss statementsCash flow and profit reportsOperational statements and reportsWages, superannuation, work cover etcInvestments and financing informationAsset and liability valuationsQuestion 21Identify time framesKeep record of income and expenditure Calculate liabilitiesCalculate depreciation, donations, interest payments and sales taxIdentify and include discrepancies/variancesMake recommendationsCompile and format report within policy and procedureQuestion 22Identify the type of BAS statementCheck period for completionOn line or manuallySales for periodGST collectedPurchases for periodGST paid for purchases for periodPurchases capital or generalWages and PAYG withholding for the periodIncome for the periodPAYG instalments on total sales based on ATO %Post or lodge online and make payments RECORD OF CONVERSATION BSBINN301A Promote innovation in a team environment CANDIDATE S NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 23: Discuss a change to work practices implemented in your workplace. How was the need for change identified and how did you contribute to the implementation of the change? Question 24: What methods have you used to gather information on the effect of change and how have you presented this information? Question 25: Describe an innovative idea you have had to improve work practices. What guidelines did you follow when considering the idea and how did you source feedback on the idea? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 23 OHS legislation Industry codes of practice Organisations strategic objectives and plans Job descriptions Environmental legislation Access and equity practices Enterprise policies and procedures Management recommendation or decisions (e.g. relocation, downsizing, new priorities)Technical, market, organisational or resource changes or uncertainty Corporate research and developmentOrganisational restructuring, staffing changes Introduction of new technology or productsContinuous improvement programs Employee or team suggestions or interviewsMarket demands; new client base Analysis of qualitative/quantitative data Brainstorming and feedback Implement change Creates a readiness to changeCreates shared vision and common direction Develops leadership and uses behaviours that advocate innovationImplements mentoring and coaching programs Builds the ability to change prepares management, develops implementation plan, monitors change implementation Promotes participation and consultation with individuals and teamsEncourages teams and asks for feedback Promotes positive attitude Question 24Customer surveys Employee satisfaction Industrial disputesSupplier feedbackProductivity measuresCost savings Market share data Presented Weekly reportsMonthly reports Present to consultative groups Occupational health and safety meetings Union delegates consultation Financial reports Business and performance plans Question 25Values contribution of others Integrates different points of view Ensures idea is realistic Ensures idea relates to work practices and company goals Ensures idea is clear, correct and complete Ensures idea meets company guidelines Identifies risk factors and potential constraints Provides recommendation for success of change FeedbackCustomer survey InterviewsComments from colleagues Analysis of qualitative/quantitative data Recommendations Management decisions Knowledge management systemsQuality assurance data RECORD OF CONVERSATION BSBMKG413A Promote products and services CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 26: Describe the products and services offered by your organisation and discuss how you keep your knowledge current on these products and services. Question 27: Discuss a promotional activity you have planned and coordinated including the planning process, personnel and resource allocation and how you used your networks to ensure the success of the activity. Question 28: In advising on promotional activities of products/services, what types of advice have you provided and what data did you base your advice on? Question 29: What types of feedback has your company collected on promotional activities of products and services and how was the feedback used to plan future activities? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 26 OHS legislation Industry codes of practice Anti-Discrimination legislation Ethical practices Environmental legislation Privacy and Confidentiality Industry standards Company policies and procedures Business communication skills Customer special needs Cultural awareness / sensitivity / diversity Profitability and viabilityDescribes products and services features and characteristicsReads product manualLearns about services features and offeringsSeeks information on internet/intranetTalks to industry associations Attends conferencesSeeks supplier information Researches competitors product and service information Question 27Describes promotional activity media announcement, employee function, client function, product or other launches, advertisement, web pages PlanningDetermines market needs of the organisation Determines promotional objectivesConsults with relevant stakeholdersSets realistic timeframes Ensures cost meets budget requirements Uses business technology for planning and scheduling Personnel and resources Identifies personnel roles to facilitate promotion Allocates responsibility to personnel based on role Seeks agreement on roles and responsibilities Trains personnel as needed Identifies resources requirements venues, flyers, promotion products, samples, demonstrations)Ensures availability of resources Develops action plan for distribution Checks set up of resources in advance Networks Uses networks to assist with planning and organising Invites contacts/clients to increase exposure Seeks input from industry contacts Promotes activity through contacts (word-of-mouth promotion)Seeks feedback from contacts to evaluate success of activity Question 28Most appropriate types of promotional material Cost of promotional activities within budget resources Target groups Based on Knowledge of product/service Knowledge of customer group Customer feedback/surveys Sales figures/trendsReturned goods Lost customers Complaints Question 29Unsolicited feedback verbal or written Customer surveys/questionnaires Suggestion boxFeedback used to Repeat or improve upon what has worked well in the past Prepare conclusions and recommendations for continuous improvement of promotional activitiesImprove promotional activities Use financial and other resources more effectively  RECORD OF CONVERSATION BSBMKG414A Undertake marketing activities CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 30: Discuss a marketing activity you have planned and managed. How did you evaluate the outcomes of the activity? Question 31: What information have you or your organisation gained from reviewing marketing activities? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 30 Legislation Industry codes of practice Industry and national standards Enterprise policies and procedures Environmental legislation Business communication skills Marketing strategies Business plans and objectivesActivities Identifies the organisations need Attends a trade show or other events Develops displays, signs, media releasesImplements advertising or telemarketing campaigns Creates website or online information Conducts client or supplier information sessions Creates promotion or information materials Provided samplesSources testimonials Implements Develops implementation or work plan Determines resources requirements Allocates roles and responsibilities Communicates plan and timeframes Monitors progress Evaluate Compares expected and actual outcomes Debriefs participants Analyses collected data surveys, feedbackIdentifies and documents future improvements Reports on activity for management input Question 31Projected client inquiries Projected detailed potential client follow up Projected sales and service levelsMarket definitions and statistics Market segmentation Target audience profiles Marketing problems and change requirements Future promotion activities  RECORD OF CONVERSATION BSBRES401A Analyse and present research information CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 32: Describe a presentation you have completed in your workplace and how you prepared it. How did you evaluate the effectiveness of the presentation? Question 33: Discuss how you have applied research skills to gather information for a presentation. KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 32 OHS legislation Industry codes of practice Anti-discrimination legislation Codes of Practice Privacy legislation Data management Information validity Enterprise policies and procedures Ethical standards Recording and filing procedures Research procedures Identifies purpose, content, audience, relevant informationGathers information and organises the presentation according to audience needs/organisational requirementsIdentifies relevant sources of informationUses appropriate technology to gather, store and organise information Uses a variety of ways to research, collect and analyse information including online and non-electronicConsiders ethical matters in collecting, using and sharing dataPresents information in a format and using language that is suitableReviews and clarifies information where necessaryChecks accuracy of content, spelling, technical names and terminologyProduces according to requirements including timeframesPresentation effectiveness Questions audience to check understandingAsks for feedbackCompletes a self assessmentDiscusses presentation with colleagues or manager Reviews effect on the business (2 weeks/1 month)Collects product/service sales data Question 33Identifies the objectives of the researchReads and evaluates different type of texts, documents and informationUses appropriate research strategiesUses appropriate strategies to ensure data and information is reliable (including use of Boolean operators, online strategies and other tools)Listens to what others have to say and extracts relevant information Watches others and uses observations to add to dataQuestions and analyses information gathered Selects relevant pieces of information Summarises important information to be presented Organises information so it is easy to understand and is meaningful Writes up conclusions in an appropriate format to present and ensures that it meets organisational objectivesEnsures findings are distributed appropriately according to organisational requirements RECORD OF CONVERSATION BSBPMG510A Manage projects CANDIDATE S NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 34: Discuss an example of a project you have managed and how you formulated your project plan. Question 35: In administering a project plan, how have you managed risk? Question 36: What information have you collected at the final review of a project and how was it used to plan for future projects? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 34 OHS legislation Industry codes of practice Anti Discrimination legislation Ethical principles Environmental legislation Data management Legislation Australian Standards Time constraints Information technology Enterprise policies and procedures Establishes project scope, parameters and constraints Defines and analyses project stakeholders Identifies reporting relationships Identifies relationships to other projects in the organisationIdentifies required resources (including human resources)Uses information to develop budgetsSources organisation project toolsSeeks input from other functional areasGains approval for project planQuestion 35Ensures project personnel are clear about roles and responsibilities Implements training as required Provides support as requiredSeeks specialist input Maintains records for progress reports Communicates frequently with stakeholdersIdentifies and evaluates risk to establish treatmentMonitors and reviews projects systems Achieves project goals/aimsQuestion 36Contract documentsForms, logs, checklists completed by personnel Progress reports Performance criteria on contractorsProcess information Documented problemsPrepares project completion report including future recommendations Reassigns staff and resources to other rolesReviews information against original plan and updates plan for future use Advises of problems faced and resolutionsReviews processes for more effective implementation Determines suitability of contractors for future projects Documents lessons learned  RECORD OF CONVERSATION BSBREL401A Establish networks CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 37: Discuss how you develop networks and maintain professional relationships. KEY POINTS The candidate s response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 37 OHS legislation Industry codes of practice Ethical standards Legal requirements Environmental legislation Organisational policies and procedures Strategic plans Marketing planMember of professional and peak bodiesAttends conferences/seminarsDistributes business and marketing materialAttends networking meetingsAttends trade shows, pre-launch activities, exhibitionsParticipates and contribute to: advisory committees/reference groups business meetings/committees external agencies/ inter-agency networks colleagues/work team lobby groups/support groups/interest groups clients/customers/suppliersUses communication and negotiationConducts collaboration with networksGives presentations to promote the relationshipGathers feedback to inform networking practicesSeeks advice in establishing new contactsEstablishes terms of reference, goals and objectives of the relationship RECORD OF CONVERSATION BSBREL402A Build client relationships and business networks CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 38: What skills do you use in building relationships with a diverse range of clients and how do you foster that relationship? Question 39: In what ways do you participate in and contribute to your businesses networks? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 38 OHS legislation Marketing codes of practice Ethical standards Legal requirements Environmental legislation Organisational policies and procedures Strategic plans Marketing plan Trade Practices Act Privacy Confidentiality Legislation Uses diverse range of communication techniques to meet client needDevelops rapportAbility to feedback relevant informationOpens questions and active listeningDemonstrates awareness of cultural/physical differencesUses high level of literacySeeks clarificationIdentifies non verbals / body languageUses cards, brochures, flyersProvides prompt and courteous client service Gives clients an opportunity to provide feedbackPlans to reward clients loyaltyMaintains regular contactUses effective strategies to work around identified barriersUses improvement strategies based on client feedbackQuestion 39Make the time to participate in networking activitiesParticipate in conferences/forums/seminars/PDTake opportunity to develop knowledge of market and productsEnsure communication path ways are established and openApproach the network for information Provide the network with information RECORD OF CONVERSATION BSBSMB405A Monitor and manage small business operations CANDIDATE S NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 40: What is the process you have used to develop operational strategies and procedures? Question 41: How do you monitor the effectiveness of the strategies and procedures? Question 42: What strategies do you use to improve your business operations? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 40 OHS legislation Industry codes of practice Quality assurance systems Risk management Environmental legislation Technology Communication skillsAnalyse business goals and objectivesDevelop an action plan to provide clear directionRisk management strategies are appliedReview/develop quality systemsDevelop short and long term operational targets.Involve staff in the processApply strategies to encourage participation/collaborationProvide PD for staffQuestion 41Implement monitoring systems such as, customer feedback, stock control, waste/shrinkage, expenditure/cost, risk management Maintain staffing numbers and skills mix.Ensure cost, time and quality requirementsFollow legal, ethical, cultural and technical standards in the provision of servicesTrack performance to goals and objectivesQuestion 42Review strategic and business planResearch business opportunitiesReview systems Review policy and procedureProvide PD for staffUse the data collected to inform changesKeep accurate recordsImplement remedial actionResearches and analyses information about new business opportunities RECORD OF CONVERSATION BSBSMB406A Manage small business finance CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 43: How do you develop and implement your businesses financial plan? Question 44: How do ensure your financial plan is working for your business goals and objectives? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 43 OHS legislation Industry codes of practice Risk management Awards/tax and superannuation Environmental legislation Communication skills Insurance requirements Technology Legal and legislated requirements Principles of book keepingDevelop financial plan according to business goals and objectivesGather relevant financial information for reports and distributionEnlist professional services as requiredDevelop projected budgets for the periodDevelops clear credit policies and procedures and collection of debtKeep accurate records for statutory reportingConsult/collaborate with key stakeholdersSet key performance indicatorsReporting requirementsQuestion 44Monitor and review policies and proceduresTrack performance against business plansEvaluate and analyse financial ratiosMeasure the success of marketing strategiesMake changes to financial plan as needed RECORD OF CONVERSATION BSBSMB407A Manage a small team CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 45: What factors have you considered when planning to recruit staff? Question 46: Describe a time you employed a new staff member and the induction and training process you undertook. Question 47: Explain how you have managed staffing to ensure consistent business operations. Question 48: Outline how you have managed your team to maximise performance outcomes. How have you handled poor performance? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 45 Legislation EEO, OHS, IR, Anti Discrimination Company policy and procedure Awards and Enterprise agreements Industry Codes of Practice Social and cultural diversity Disciplinary and grievance procedures Taxation /superannuationNumber of staff required to meet company and team goalsJob descriptions and performance expectationsExisting skills in the businessSkills gaps to cover all business functions Policies and procedures in relation to staffing recruitment, performance measures, induction, trainingSystems and processes for staff to followRecruitment costsJob advertisement Recruitment process Question 46Provides job description and explains responsibilities Provides tour of business and introduces employee (if applicable) Demonstrates use of equipment and technology Discusses business policies and procedures Coaches on job specific tasks Develops a HR file to maintain employee recordsRecords payroll details Question 47Reviews skill levels against performance measures Notes and monitors staffing requirements Adjusts staffing to balance between operational and support personnel Monitors and review staff an task allocation Provides opportunity for staff to discuss work related issues Develops contingency plan for unexpected or extreme situations Takes corrective action as identifiedQuestion 48Develops positive working relationships within the team Consults with team members to review and update objectivesIdentifies team strengths and weaknesses against current and expected outcomes Allocates time for team members to discuss operationsBrainstorms with team to make improvementsSeeks feedback from team members for continuous improvementEncourages team members to monitor own performance Encourages team members to identify and suggest own development opportunities Poor performance Allocates time to discuss performance issuesOutlines employee rights and obligationsCounsels employee in a positive and constructive mannerDiscusses options for improvementSets future review date Takes records and files in HR file  RECORD OF CONVERSATION BSBSMB408A Manage personal, family, cultural and business obligations CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 49: What are the implications of family, community, cultural obligations/commitments on the business? Question 50: Outline the contexts in which a business operates. Question 51: What strategies do you have in place to ensure workers have work/life balance and are able to meet their obligations/commitments? Question 52: How do you manage a negative impact on the business due to workers outside obligations/commitments? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 49 OHS legislation Industry codes of practice Risk management Awards/tax and superannuation Environmental legislation Communication skills Principles of HR Technology Legal and legislated requirements Ethical principlesIncreased/decreased staff leaveReduced/increased productivityEnhanced depth of knowledge/worker developmentDiscord among staffAccess to programs which aim to benefit both organisation and communityStaff retentionQuestion 50Business communityCulturally and linguistically diverse communitiesFamily groupsIndigenous communitiesNon-indigenous communitiesProfessional communityReligious and/or spiritual communitiesSpecific target groupsQuestion 51Open communication strategiesForward planning to address known eventsContingency plans for unknown eventsFlexible work hoursTools such as calendar, rosters, timetables, diariesPromoting team processesSuccession planningQuestion 52Open communication strategiesDeveloping clear processes and guidelines for staffForward planning to address known eventsContingency plans for unknown eventsUnderstands the impact of their work on community, family, self, business and job role and skill levelUsing networks to discuss resolutionsDeveloping clear processes and guidelines for staffPerformance appraisal systemPersonal and professional developmentRelevant work roles for services/community and individualProvision for 360 degree feedbackConsultation with all groups RECORD OF CONVERSATION BSBSMB409A Build maintain relationships with small business stakeholders CANDIDATES NAME:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       DATE:  FORMTEXT       Question 53: How do you make sure that the relationships you have with key stakeholders is appropriate for your small business? Question 54: How does the structure of your organisation contribute to the development of key stakeholder relationships? KEY POINTS The candidates response should evidence the followingINDUSTRY REQUIREMENTS These must be evidenced in the candidates responseIndicate if response addresses KP and IRCOMMENTS Record other key points and examples from conversation. Identify whether a practical assessment is warranted.Question 53 OHS legislation Industry codes of practice Risk management Principles of access and equity Environmental legislation Communication skills Organisations policy and procedure Technology Legal and legislated requirements Problem solving skillsProvision of appropriate communication strategiesInclusive strategies for communicating with key stakeholdersEnsures communication is clear, accurate and responsive to issues and needsCommunication is culturally sensitiveEnsure each staff member has clear description of their role and knows their responsibilitiesStaff training around strategic directionProfessional, ethical behaviourCarry out work with due diligenceMaintain professional boundariesDevelop terms of reference/contract arrangements/agreed roles and responsibilitiesInformation gathered from client is used to improve servicesQuestion 54Identify type of organisational structureReporting requirementsBusiness/strategic plan goals and objectivesServices/programs developed to meet plans and client requirementsBusiness relationships developed based on services/programsEvaluation and review of relationships to enhance or alter the arrangementMake changes to the roles and responsibilities of the organisation to improve the relationship SECTION D Practical Tasks and Observation Recording Sheets You use this section to assist you in determining a candidates competency in those areas where they have not yet successfully demonstrated their skills, knowledge and prior experience. Therefore, candidates are not required to complete all tasks. You select tasks after considering available evidence collected through previous phases and according to context and needs of each candidate. PRACTICAL TASKS Candidates are not required to complete all tasks. The Assessor is to select tasks after considering available evidence collected through previous phases and according to the context and needs of each candidate. Unit of CompetencyPractical TaskBSBPMG510A Manage projects BSBMKG414A Undertake marketing activities BSBMKG413A Promote products and services BSBCUS401A Coordinate implementation of customer services strategies Task 1 SCENARIO This task requires you to demonstrate your project planning skills to plan a conference in six (6) months time from now. The conference is to be held in Sydney and small businesses across Australia are to be invited. You work for an E-Marketing company and the conference is on new E-Marketing products and services offered by your company. Complete the following steps to this task using the resources provided in Section E of this document: Using effective participative arrangements with your project team, define the scope of the project (partially completed) and develop an innovative overview plan using Table 1 and 2 in Section E x indicates areas to be completed Include marketing strategies Include team meetings and training and development Plan for monitoring, record keeping and writing reports Encourage effective workplace relationships using consultation and collaborative strategies Table 3 - Write in examples of costs you may encounter in such a project using the categories in the table as a guideline Table 4 - Write a number of questions you might ask your self and your team to review the success of the conference. From these questions develop feedback forms for conference delegates to fill in to inform your reporting BSBRES401A Analyse and present research information Task 2 This task requires you to identify objectives of the research based on the organisations requirements and plan your research. Conduct research using valid and relevant strategies and collect, assess and organise information/data on any of the following: Organisations products Organisations services Policy and procedures Create a report on the findings with recommendations for improvements and present it to the appropriate person for feedback. BSBCUS401A Coordinate the implementation of customer service strategies BSBCUS402A Address customer needs Task 3 This task requires you to demonstrate the implementation of customer service strategies and standards applied in your workplace. Options If you are being assessed in your workplace you may be able to train a staff member on your companys customer service strategies and standards and how to meet customers special needs using business networks you and your company have established. If you are not being assessed in your workplace then step through the same training outline with your assessor. BSBINN301A Promote innovation in a team environment BSBCRT501A Originate and develop concepts BSBREL402A Build client relationships and business networks BSBSMB409A Build and maintain relationships with small business stakeholders BSBREL401A Establish networksTask 4 You are to organise and facilitate a team planning meeting where the goals are to explore the issues the organisation has with its current client/business relationships and develop innovative strategies/concepts for: Establish and maintain new business networks Innovative communication strategies Terms of reference for new business relationships Improvement and management of the relationships Promotion of business relationships Review of business relationships Change management During this meeting you will demonstrate your skills in applying techniques in keeping attendees motivated and drawing ideas out using creative thinking methods.BSBSMB407A Manage a small team BSBSMB408A Manage personal, family, cultural and business obligationsTask 5 To complete this task there are 5 stages. A. From the business plan determine how many staff members you need to run your business effectively and mix of skill and knowledge you need. Develop a position description for each. B. Plan to recruit a new team member and develop a recruitment policy and process including induction. C. Consult staff through a performance planning and review process to identify: business and/or personal requirements that may need to be considered when organising rosters and other functions of managing the businessprofessional development performance and non-performance short and long term goals D. Develop guidelines for staff that includes: code of conduct customer/client charter family/community charter contingency plans for events that are expected and not expected flexibility for effective work/life balance debriefing/supervision E. Hold a team meeting to discuss and review team goals and objectives, strengths and weaknesses, time for operational/planning commitments, staff retention and other relevant issues.BSBSMB404A Undertake small business planning BSBSMB405A Monitor and mange small business operations BSBSMB403A Market the small businessTask 6 Develop or review the business plan for your organisation that includes finance and budgeting, marketing strategies, products and services and risk management strategies to assist in the achievement of business goals and objectives. Based on the business plan develop operational strategies and procedures to run the business effectively and recommend procedural changes where required.BSBSMB402A Plan small business finances BSBSMB406A Manage small business finances BSBFIA402A Report on financial activityTask 7 Using your knowledge of financial decision making, develop a financial plan for the business which identifies the businesses financial requirements, profit targets, cash flow projections and strategies for the procurement of finance. Review and modify systems for the ongoing management of finances on a day to day basis and write a report for management. Complete a periodical report on financial data that highlights aspects such as budget expenditure, resource allocation deficits, discrepancies, profit and loss, investment returns, wages etc. OBSERVATION RECORDING SHEET Practical Tasks CANDIDATE S NAME:  FORMTEXT       SIGNATURE:  FORMTEXT       DATE:  FORMTEXT       ASSESSOR S NAME:  FORMTEXT       SIGNATURE:  FORMTEXT       DATE:  FORMTEXT       LOCATION:  FORMTEXT       NB: The skills listed below must be verified by a competent assessor through observed demonstration either in the candidates workplace as part of the candidates normal work duty OR as part of a practical assessment/demonstration set by the assessor. Unit and element covered in taskTask No.Observable behaviours in taskIndustry requirementsAssessors commentsIndicate if behaviour observedDate assessedBSBPMG510A 1, 2, 3, 4, 5 BSBMKG413A 1, 2 BSBMKG414A 1, 2 1aIdentifies scope and purpose of project Plans project (conference) in consultation with key stakeholders Develops a project plan Uses appropriate time management tools such as Gant and Bar charts, software, spreadsheets, Critical path method etc. Determines project resource requirements Budgets for resource costs Allocates roles and responsibilities including self Plans and implements marketing activities Promotes consultation and participation Supports team members Keeps clear records Monitors project progress Produces reports Develops and maintains networks Provides product and procedural information including OHS and professional development based on team need Coordinates training, coaching and learning for self and project team Evaluates learning outcomes against project needs Develops risk management planLegislation Industry and national standards Enterprise policies and procedures Marketing strategies Business plans and objectives FORMTEXT       FORMTEXT      BSBPMG510A 1, 2, 3, 4 BSBMKG413A 1, 3 BSBMKG414A 21bDevelops budget for project Identifies resource needs Develops a budget for the project Allocates realistic costs Allocates costs in line with company guidelines Seeks feedback and approval on budget/costs Cash flow Profitability Enterprise policies and procedures  FORMTEXT       FORMTEXT      BSBMKG413A 3 BSBMKG414A 2, 3 BSBPMG510A 2, 3, 4, 5 1cReviews project for high quality outcomes Seeks feedback on effectiveness of promoting products and services Reports on effectiveness of conference in promoting products and services Reviews problems and learning for future events Seeks advise and recommendations for improvement Reviews marketing strategy effectiveness Review effectiveness of planning tools Reviews staffing allocation Records and reports on resource usage Monitors project implementation Monitors and reports on budget and actual costs Measures outcomes against plan and budget Records problems and future planningMarketing strategies Business plans and objectives Quality standards Enterprise policies and procedures Legislation Industry and national standards  FORMTEXT       FORMTEXT      BSBRES401A 1, 2, 3 2Identify objectives of the research Establishes method of collecting information Collects information Assesses information and how it relates to the research objectives Determines format of information Accesses technology to store information and produce the report Analyses data Organises information to suit audience, format and purpose of the report Enters information on the report Reviews information Asks for feedback Legislation Company policies and procedures Workplace documentation Data management Information technology  FORMTEXT       FORMTEXT      BSBCUS401A 1, 2, 3 BSBCUS402A 1, 2, 3 3Promotes customer service strategies Encourages quality customer service standards Outlines strategies to deal with complaints and difficulties Implements customer service systems Discusses approaches in assessing customer needs Outlines strategies to help customer articulate needs Discusses various special needs and how to address such needs Demonstrates reporting processes and forms Refers to team as required Access network to address customer needs Outlines strategies to establish and maintain business networks Demonstrates effective communication techniques Accesses appropriate organisational forms as required Discusses review of customer service strategies and recommendationsLegislation Enterprise policies and procedures Customer service standards Legal requirements and constraints FORMTEXT       FORMTEXT      BSBINN301A 1, 2, 3, 4 BSBCRT501A 1, 2, 3, 4 BSBREL402A 1, 2, 3, 4 BSBSMB409A 1, 2, 3 BSBREL401A 2, 3 4Analyses information about business relationships Compiles information in a format to present to a team meeting Plans the meeting Uses a range of creative thinking techniques such as: Brainstorming De Bonos hats Alter ego or heros Mind mapping Lateral thinking games Morphological analysis Sub-culture surfing Vision circles etc. Establishes meeting ground rules Investigates gaps in products, programs, processes and services based on the information supplied Analyses current communication issues in client/ business relationships Introduces new ideas through external people Develops strategies for meeting communication styles and methods in the most appropriate way Develops strategies for establishing rapport and gathering feedback Assists attendees to generate preliminary ideas beyond what is evident and examine factors that impact on ideas Examines products, programs, processes and services offered by the competition Investigates the parameters of the business relationship and ways to clarify roles and responsibilities Develops ways to improve management and maintenance of the client/business relationship Investigates innovative promotional activities around the business relationship Reviews existing relationships for relevance and benefits, roles and responsibilities Examines new ideas / solutions to issues Explores barriers to new ideas Examines the implications in terms of social, ethical and environmental issues Identifies resources Identifies suitability, feasibility and commercial potential Seeks input and feedback on ideas from key stakeholders Seeks technical advice as required Makes adjustments to concepts Develops plans for implementation including funding/resources Reviews concept development process and continual improvement Encourages and supports others to foster change Encourages suggestions on change and improved work practices Communicates change in goals and objectives Uses business technology to implement change Provides learning on change mentoring/coaching Overcomes change problems with team members Maintains relationships and communication during change process Monitors and evaluates effectiveness of change Legislation Codes of practice Enterprise policies and procedures Legal requirements Management systems  FORMTEXT       FORMTEXT      BSBSMB407A 1, 2, 3, 4, 5, 6 BSBSMB408A 1, 2, 3 BSBSMB405A 2 5Analyses the business plan Identifies staffing requirements Determines skills and knowledge needed Develops position descriptions Files position descriptions in staff records Reviews/develops recruitment policy and procedures Develops induction process Reviews/develops code of conduct Develops guide lines for working with clients and colleagues Develops guide lines for flexible working conditions Develops risk management strategies for staffing requirements Develops guide lines for support and supervision Implements performance planning and review process Identifies individual employee requirements Identifies goals and objectives Identifies professional development needs Manages performance and non-performance Plans team meeting Communicates team goals and objectives Opens the floor for feedback and consultation Examines strengths and weaknesses Discusses taking the time to reflect on professional practice Discusses retention of staff and the benefits of ensuring communication remains open to discuss all relevant issuesLegislation Codes of practice Organisations strategic objectives and plans Enterprise policies and procedures Job descriptions Access and equity practices Australian Standards Legal requirements  FORMTEXT        FORMTEXT       BSBSMB404A 1, 2, 3 BSBSMB405A 1, 2, 3, 4 BSBSMB403A 1, 2, 3, 46Identifies the essential requirements for the business plan Develops goals and objectives Ensures legal obligations are included Develops financial plan as part of the business plan Considers market needs, size and potential in marketing plans and strategies Ensures marketing plan goals and objectives, business plan and financial plan are linked closely to product, programs, processes, services and clients Develops promotional activities Promotes clear direction at an operational level of goals and objectives Identifies OHS and risk management issues in the business plan Develops OHS and risk management strategies Includes staffing requirements Consults key stakeholders Develops operational procedures Develops contingency plans Establishes quality systems Breaks down the plan to performance measures and/or operational targets Uses innovation strategies to generate ideas Monitors and reviews systems and structure to ensure targets are achievable and in line with goals and objectives Implements changes in operations as required Reviews policy and procedure and makes changes as required Revises and alters the business plan through research, consultation and planning process Keeps clear records and reportingBSBSMB402A 1, 2, 3 BSBSMB406A 1, 2 BSBFIA402A 1, 2, 37Identifies the financial requirements of the business Identifies costs associated with running the business Works out the prices to be charged for products and/or services Ascertains viability of the business Distinguishes appropriate pricing strategies to suit the market and profit targets Projects profit Develops the business plan which includes projected profit, required assets, required capital and capital investment, cash flow projections, legal requirements Produces budgets/projections/estimates Identifies the right type of finance needed for the business and where to find it. Acquires finance to meet the needs of the business Establishes credit policies and procedures Sets key performance indicators Develops and distributes financial policies and procedures Monitors financial performance against financial plan Studies marketing strategies for effectiveness Evaluates the financial ratios for the business/industry Follows taxation requirements, including BAS statements Analyse and recommend changes to the financial plan as required Follows organisations financial policy and procedure Gathers the data to produce financial reports Completes reports in an appropriate format and within required time frames Identifies and claims all obtainable benefits and allowances Submits reports within time frames to relevant authority/people Identifies issues in financial reports Provides recommendations based on informed reports SECTION E Resources for Practical Tasks You use this section to access any resources required by the candidate to undertake the practical task/s or scenario/s. They are suggested resources only. You may wish to modify or use other resources for the assessment tasks. Task 1 resources TABLE 1 ItemParticularsTimeResources Purpose ScopeSydney conference Date - x Key speakers x x x Places/seats available - xComplete timeframes XComplete resource allocation/requirements XObjectives To present a successful conference: with a 10 percent profit margin which will provide the company with new networks X XXXStage 1Preparation requirements list x x x x x x x xXXStage 2Monitoring arrangements x x x x x x x xXXStage 3Completion due before conference x x x x x x x xXXStage 4Review and reporting on conference x x x x x x x xX X  TABLE 2 RoleResponsibilities XXXXXXXXXX  TABLE 3 Categories Cost items Allocated costs XCapital expenditure XDirect costs XFixed costsXIndirect costs XLabour costsXMaterials and supplies costs XOverhead costs XSemi-variable costs XVendor costs X TABLE 4 QuestionsXXXXXXXXXXXX  SECTION F Third Party Verification The preferred approach in gaining third party validation is to take the forms in this section to the candidates previous employers or referees to gain confirmation of the candidates skills against the required competencies. This would be done during a conversation or interview with these people. It may be beneficial to make contact with the employers/referees early in the recognition process to make appointments, particularly if you have to travel some distance to visit them. This may be done on the same day as a practical assessment in the workplace if appropriate. It is recommended that verification be obtained from one or two referees who can confirm the candidates industry skills in context over time. REFEREE TESTIMONIAL (Date) To whom it may concern, RE: skills in/as (insert candidate name) (insert industry/job title) I certify that the above named person has: worked at for a period of years regularly undertaken the following activities within the workplace since commencing employment with this organisation: ( Initial those skills/ competencies (below) that the candidate has or can successfully perform in the workplace A Motivate and encourage team members to generate new ideas on promotion of products, services, processes and service delivery at an operational level. B Establish, maintain and improve client and business relationships. C Establish and maintain effective networks. D Develop the roles and responsibilities and establish relationships with small business stakeholders. E Plan the management of and mange staff, has knowledge of industrial relations, staff selection, record keeping, induction, training, team development and careers planning to enhance business operations. F Develop and implement strategies to improve business success by examining the impact of personal, family and cultural obligations. G Develop, implement, monitor and review operational strategies and procedures. H Undertake data analysis, review and update the content of the business website. I Implement monitor and review strategies for the ongoing management of a small businesss finance. J Report on financial activity for business both in response to client requests and to meet statutory requirements. K Research and develop an integrated business plan for achieving business goals and objectives. L Develop and implement marketing strategies and monitor and improve market performance. M Develop a financial plan to support business viability. N Identify and comply with the regulatory, legal, taxation and insurance requirements, and risk management needs of small business. O Identify and address specific customer needs and coordinate the implementation of customer services. P Promote effective team processes and relationships by encouraging innovation, collaboration and open communication Q Plan, implement, review and report on promotional activities to enhance the success of the business. R Gather information using appropriate research methodologies and analyse and organise the information and present the findings in the appropriate format. S Based on collected market data, plan and implement marketing activities and report on the effectiveness of these activities. T Manage a straightforward project or a section of a larger project addressing the management of projects including the development of a project plan, administering and monitoring the project, finalising the project and reviewing the project to identify lessons learnt for application to future projects If you would like any further information or would like to discuss any of the above, I can be contacted on Yours sincerely Signature Print Name and Position SECTION G Assessment Tables You use these tables as a reference tool to see at a glance which units/elements of competency are within the qualification. Question numbers refer to those found in SECTION C of this kit. Practical assessment/scenarios numbers refer to those found in SECTION D of this kit. It is important to note that this section is used for validation purposes only. Any mapping should be done after questions and tasks have been selected. ElementsPerformance CriteriaQuestionsPractical TasksBSBSMB401A Establish legal and risk management requirements of small businessIdentify and implement business legal requirementsIdentify and research possible options for the business legal structure using appropriate sources Determine legislation and regulatory requirements affecting the operations of the business under its chosen structure Develop and implement procedures to ensure full compliance with relevant legislation and regulatory requirements1 1 1Comply with legislation, codes and regulatory requirementsEstablish systems to ensure the legal rights and responsibilities of the business are identified and the business is adequately protected, specifically in relation to occupational health and safety (OHS), business registration and environmental requirements Identify taxation principles and requirements relative to the business and follow procedures to ensure compliance Identify and carefully maintain legal documents and maintain and update relevant records to ensure their ongoing security and accessibility Monitor the provision of products and services of the business to protect legal rights and to comply with legal responsibilities Conduct investigations to identify areas of non-compliance with legal and regulatory requirements and take corrective action where necessary1 1 1 1 1Negotiate and arrange contractsSeek legal advice on contractual rights and obligations, if required, to clarify business liabilities Investigate and assess potential products/services to determine procurement rights and to ensure protection of business interests where applicable Negotiate and secure contractual procurement rights for goods and services including contracts with relevant people, as required, in accordance with the business plan Identify insurance requirements and acquire adequate cover Identify options for leasing/ownership of business premises and complete contractual arrangements in accordance with the business plan2 1 2 2 2BSBSMB402A Plan small business financesIdentify costs, calculate prices and prepare profit statementIdentify and document costs associated with the production and delivery of the business products/services Calculate prices based on costs and profit margin, as an hourly charge out rate for labour or unit price for products Calculate break-even sales point to establish business viability and profit margins Identify appropriate pricing strategies in relation to market conditions to meet business profit targets Prepare projected profit statement to supplement the business plan4 4 4 4 47 7 7 7 7Develop a financial planSet profit targets/goals to reflect owners desired returns Identify working capital requirements necessary to attain profit projections Identify non-current asset requirements and consider alternative asset management strategies Prepare cash flow projections to enable business operation in accordance with business plan and legal requirements Identify capital investment requirements accurately for each operational period Select budget targets to enable ongoing monitoring of financial performance3 3 3 3 3 37 7 7 7 7 7Acquire financeIdentify start-up and ongoing financial requirements according to financial plan/budget Identify sources of finance, including potential finance backers, to provide required liquidity for the business to complement business goals and objectives Investigate cost of securing finance on optimal terms Identify strategies to obtain finance as required to ensure financial viability of the business4 4 4 47 7 7 7BSBSMB403A Market the small business Develop marketing strategiesAnalyse the business and its key products or services to determine the focus of marketing activities, in accordance with the objectives of the business plan Evaluate the customer base and target market for the small business as a basis for the marketing objectives and strategies Determine marketing objectives that are ethically and culturally appropriate, in consultation with relevant people and in accordance with the business plan5 6 5, 66 6 6Determine a marketing mix for the businessBalance product mix, volumes and pricing to optimise sales and profit Evaluate the costs and benefits of using different distribution channels and/or providing different levels of customer service and consider the results in determining the marketing mix Determine promotional activities to suit the target market Consider customer needs and preferences in determining the marketing mix Determine the marketing mix according to market and business needs5 5 6 5, 6 5 6 6 Implement marketing strategiesBrief persons involved in the marketing effort on their roles and responsibilities, to ensure the success of marketing strategies Plan and implement promotional activities, in accordance with marketing objectives and budgetary requirements5 6 6Monitor and improve marketing performanceMonitor marketing activities and evaluate business performance according to objectives and targets of the business plan Analyse performance gaps and take corrective action or set new targets Encourage all relevant people to propose ways to improve marketing performance Seek and analyse customer reaction to all aspects of the marketing mix, using culturally appropriate processes, to improve targeting and outcomes Conduct ongoing research of customer requirements to identify opportunities for change and improvement Monitor and investigate changes in the market for new opportunities to aid business development6 6 6 6 6 66 6 6 6 6BSBSMB404A Undertake small business planningIdentify elements of the business planIdentify purpose of the business plan Identify and review the essential components of the business plan Identify and document business goals and objectives as a basis for measuring business performance7 7 76 6 6Develop a business planResearch resources, legal and compliance requirements, specifically in relation to occupational health and safety (OHS), in accordance with business goals and objectives Research market needs, and market size and potential Identify sources and costs of finance, from the finance plan, to provide required liquidity and profitability for the business Identify methods, from the marketing strategies, to promote the market exposure of the business Identify methods/means of production/operation from the production/operations plan to conform with business goals and objectives Identify staffing requirements to effectively produce/deliver products/services Identify specialist services and sources of advice, where required, and cost in accordance with resources available7, 9 7 7 7 7, 8 7 7, 86 6 6 6 6 6Develop strategies for minimising risksIdentify specific interests and objectives of relevant people and seek and confirm their support of the planned business direction Identify and develop risk management strategies according to business goals and objectives, and relevant legal requirements Develop contingency plan to address possible areas of non-conformance with the plan7, 8 9 96 6 6BSBCRT501A originate and develop conceptsEvaluate and explore needs and opportunitiesResearch and evaluate existing information that informs new concept development Where appropriate, identify and use gaps in current range of products, programs, processes or services as the catalyst for generating new ideas or concepts Expand the potential of new ideas through exploration of opportunities beyond the obvious Identify factors that could have an impact on ideas or concepts to be developed, including potential for commercialisation Determine whether other players are filling identified gaps or investigating similar opportunities Develop preliminary ideas on innovative and different ways to address needs and opportunities In consultation with relevant stakeholders, agree on broad parameters for developing ideas and concepts to meet market requirements10 10 11 10 10 11 114 4 4 4 4 4Develop a range of creative approachesUse a range of creative thinking techniques to generate innovative and creative concepts to address identified needs Challenge, test and experiment with different concepts and ideas as part of a collaborative process Evaluate concepts in terms of their suitability for the target audience or purpose, their feasibility and their commercial potential Take account of social, ethical and environmental issues as concepts and ideas are generated and discussed Identify resources required to achieve desired creative and innovative outcomes Evaluate the effectiveness of different strategies for achieving desired outcomes Select concepts or approaches that achieve required outcomes in an innovative and feasible way Present proposed concepts or approaches in an appropriate format 11 11 11 11 11 11 11 114 4 4 4 4Refine conceptsEnsure concept development process is open to ongoing refinement and testing Seek input and feedback on concepts from relevant stakeholders Seek specialist advice on creative and technical aspects of proposals as required Compare concepts with best practice examples of similar products, programs, processes or services Use a range of creative and practical criteria to determine the advantages and disadvantages of different concepts Evaluate constraints on the realisation of concepts or ideas Refine proposals based on analysis and feedback11, 12 11 12 12 11, 12 12 124 4 4Develop concepts to an operational levelUse refined concepts as the basis for developing detailed implementation specifications Present specifications to relevant parties for approval, funding or endorsement Reflect on methodology used to generate concepts and ideas and note ways of improving the in the future12 12 124 4 4BSBCUS401A Coordinate the implementation of customer service strategiesAdvise on customer service needsClarify and accurately assess customer needs using appropriate communication techniques Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements Provide relevant and constructive advice to promote the improvement of customer service delivery Use business technology and/or online service to structure and present information on customer service needs13 14 14, 15 14, 153 3 Support implementation of customer service strategiesEnsure customer service strategies and opportunities are promoted to designated individuals and groups Identify and allocate available budget resources to fulfil customer service objectives Promptly action procedures to resolve customer difficulties and complaints within organisational requirements Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups14, 15 14 14 14, 153 3 3Evaluate and report on customer serviceReview client satisfaction with service delivery using verifiable data in accordance with organisational requirements Identify and report changes necessary to maintain service standards to designated individuals and groups Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies Maintain systems, records and reporting procedures to compare changes in customer satisfaction14 14 14 143 3 3 3BSBCUS402A Address customer needs Assist customer to articulate needs Ensure customer needs are fully explored, understood and agreed Explain and match available services and products to customer needs Identify and communicate the rights and responsibilities of customers to the customer as appropriate16 16 163 3 3Satisfy complex customer needs Explain possibilities for meeting customer needs Assist customers to evaluate service and/or product options to satisfy their needs Determine and prioritise preferred actions Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner16 16 16 16 3 3 3Manage networks to ensure customer needs are addressed Establish effective regular communication with customers Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer and the products and services available Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services Maintain records of customer interaction in accordance with organisational procedures17 17 17 17 173 3 3 3BSBEBU401A Review and maintain a websiteReview website content and useMonitor and analyse customer and user feedback in accordance with organisations timelines Analyse automatically collected website data and identify trends Make recommendations on changes to the website and its content in response to feedback and data analysis and approve changes scheduled for implementation Review cost implications of the recommended changes to determine their viability18 18 18 18Update websiteReplace superseded and inaccurate information with current information and add additional material in accordance with organisational requirements Follow protocols for ensuring the accuracy and authenticity of information Remove services no longer available or required and add new ones in accordance with organisational requirements Check off-line information against that posted on the website and rectify discrepancies in accordance with organisational timelines Follow security procedures for updating the website19 19 19 19 19Carry out non technical site maintenanceAnalyse user feedback to confirm that faults have resulted from the site and are not user problems Rectify faults and make improvements to the site in response to user feedback approved by the organisation Add new web pages and/or active links and remove redundant pages and links in accordance with organisational requirements Make site changes in response to changes in marketing strategy in accordance with organisational requirements and consideration of cost benefits19 19 19 19BSBFIA402A Report on financial activityCompile financial information and dataCollect, evaluate and code current financial data to ensure consistency, quality and accuracy in accordance with organisational requirements Use conversion and consolidation procedures to compile analysis in accordance with organisational requirements Make, record and disclose asset and liability valuations in accordance with organisational requirements Ensure that discrepancies, unusual feature or queries are identified, resolved or referred to the appropriate authority20, 21 21 20, 21, 22 217 7 7 7Prepare statutory requirement reportsCorrectly record income and expenditure to ensure compliance with statutory requirements Calculate liabilities for tax in accordance with current legislation and revenue gathering practices Correctly identify relevant receipts, revenue documentation and payments Ensure that statements and claims take full advantage of available benefits and allowances in accordance with statutory requirements Submit statutory requirement reports to appropriate authorities within stated deadlines21, 22 21, 22 20, 21, 22 21, 22 21, 227 7 7 7 7Provide financial business recommendationsEnsure that recommendations are logically derived and supported by evidence in report Provide recommendations to propose constructive actions to enhance the effectiveness and efficacy of functions and services Ensure recommendations are concise and facilitate direction and control of organisations operations Identify and prioritise significant issues in statements including comparative financial performances for review and decision making Ensure structure and format of reports are clear and conform to organisational and statutory requirements21 21 21 21 217 7 7 7 7BSBINN301A Promote innovation in a team environmentCreate opportunities to maximise innovation within the team Evaluate and reflect on what the team needs and wants to achieve Check out information about current or potential team members work in the context of developing a more innovative team Bring people into the team or make suggestions for team members based on what needs to be achieved and the potential for cross-fertilising ideas Acknowledge, respect and discuss the different ways that different people may contribute to building or enhancing the team23 23 23 23, 24, 25 4 4Organise and agree effective ways of working Jointly establish ground rules for how the team will operate Agree and communicate responsibilities in ways that encourage and reinforce team-based innovation Agree and share tasks and activities to ensure the best use of skills and abilities within the team Plan and schedule activities to allow time for thinking, challenging and collaboration Establish personal reward and stimulation as an integral part of the teams way of working25 23, 24, 25 23 23 234 4Support and guide colleagues Model behaviour that supports innovation Seek external stimuli and ideas to feed into team activities Pro-actively share information, knowledge and experiences with other team members Challenge and test ideas within the team in a positive and collaborative way Pro-actively discuss and explore ideas with other team members on an ongoing basis23 23 23 23 234 4 4 4 4Reflect on how the team is working Debrief and reflect on activities and on opportunities for improvement and innovation Gather and use feedback from within and outside the team to generate discussion and debate Discuss the challenges of being innovative in a constructive and open way Take ideas for improvement, build them into future activities and communicate key issues to relevant colleagues Identify, promote and celebrate successes and examples of successful innovation25 25 25 25 25 4 4 4BSBMKG413A Promote products and services Plan promotional activities Identify and assess promotional activities to ensure compatibility with organisational requirements Plan and schedule promotional activities according to the marketing needs of the organisation Determine overall promotional objectives in consultation with designated individuals and groups Ensure that time lines and costs for promotion of activities are realistic and consistent with budget resources Develop action plans to provide details of product and services being promoted26, 27 27 27 27 26, 271a 1a 1a 1a, 1b 1aCoordinate promotional activities Ensure personnel and resources to support promotional activities are identified and prepared to facilitate the achievement of promotional goals Identify and agree roles and responsibilities for delivery of promotional services and allocate to relevant personnel Establish and conduct relationships with targeted groups in a manner which enhances the positive image of the organisation Use networks to assist in the implementation of promotional activities26, 27 27 27 271a 1aReview and report on promotional activities Analyse audience feedback and data to determine the impact of the promotional activity on the delivery of products and services Assess effectiveness of planning processes to identify possible improvements in future activities Collect feedback and provide to personnel and agencies involved in promotional activity Analyse costs and time lines to evaluate the benefits accruing from the promotional activities Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of promotional activities28, 29 28, 29 28, 29 28, 29 291c 1c 1c, 1b 1a, 1cBSBMKG414A Undertake marketing activities Plan marketing activities Need for marketing activities is identified Investigate previous marketing activities for relevant information Identify and analyse relevant policies and procedures Identify outcomes expected from marketing activities Undertake analysis of collected basic market information Develop and document work activity plans for marketing activities Obtain approval of plans from relevant enterprise personnel30 30, 31 30, 31 30 30 30 301a 1a 1a 1a 1aImplement and manage marketing activities Determine and assess resources required for work activities Undertake marketing activities Assign responsibilities and functions to relevant personnel performing specific marketing functions Monitor marketing activities, reviewing and amending activity plans as required30 30 30 301a, 1b 1a 1a Review marketing activities Measure and document outcomes of marketing activities Review marketing activities against expected outcomes and document identified improvements Prepare reports of marketing activities and communicate to relevant enterprise personnel30 30 301c 1c 1cBSBRES401A Analyse and present research information Gather and organise information Gather and organise Information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements Access information held by the organisation ensuring accuracy and relevance in line with established organisational requirements Ensure that methods of collecting information are reliable and make efficient use of resources in accordance with organisational requirements Identify research requirements for combining online research with non-electronic sources of information Use business technology to access, organise and monitor information in accordance with organisational requirements Update, modify, maintain and store information, in accordance with organisational requirements32 32 32 32 32 322 2 2 2 2 2Research and analyse information Clearly define objectives of research ensuring consistency with organisational requirements Ensure that data and research strategies used are valid and relevant to the requirements of the research and make efficient use of available resources Identify key words and phrases for use as part of any online search strategy, including the use of Boolean operators and other search tools Use reliable methods of data analysis that are suitable to research purposes Ensure that assumptions and conclusions used in analyses are clear, justified, supported by evidence and consistent with research and business objectives33 33 33 32, 33 32, 332 2 2Present information Present recommendations and issues in an appropriate format, style and structure using suitable business technology Structure and format reports in a clear manner that conforms to organisational requirements Report and distribute research findings in accordance with organisational requirements Obtain feedback and comments on suitability and sufficiency of findings in accordance with organisational requirements32 33 32, 33 322 2 2BSBPMG510A Manage projects Define project Access project scope and other relevant documentation Define project stakeholders Seek clarification from delegating authority of any issues related to project and project parameters Identify limits of own responsibility and reporting requirements Clarify relationship of project to other projects and to the organisations objectives Determine and access available resources to undertake project34 34 34 34 34 341a 1a 1aDevelop project plan Develop project plan including timelines, work breakdown structure, role and responsibilities and other details of how the project will be managed in relation to the project parameters Identify and access appropriate project management tools Formulate risk management plan for project, including occupational health and safety (OHS) Develop and approve project budget Consult team members and take their views into account in planning the project Finalise project plan and gain any necessary approvals to commence project according to documented plan34 34 34 34 34 341a 1a 1a 1a, 1c 1aAdminister and monitor project Take action to ensure project team members are clear about their responsibilities and the project requirements Provide support for project team members, especially with regard to special needs, to ensure that the quality of the expected outcomes of the project and documented time lines are met Establish and maintain required record keeping systems throughout the project Implement and monitor plans for managing project finances, resources (human, physical and technical) and quality Complete and forward project reports as required to stakeholders Undertake risk management as required to ensure project outcomes are met Achieve project deliverables35 35 35 35 35 35 351b 1c 1a 1a, 1c 1aFinalise projectComplete financial record keeping associated with project and check for accuracy Assign staff involved in project to new roles or reassign to previous roles Complete project documentation and obtain any necessary sign offs for concluding project36 36 361b 1c 1a, 1cReview project Review project outcomes and processes against the project scope and plan Involve team members in the project review Document lessons learnt from the project and report within the organisation36 36 361c 1c 1cBSBREL401A Establish networksDevelop and maintain business networksUse appropriate network strategies to establish and maintain relationships that promote the development of business opportunities Identify and pursue network opportunities to maximise a range of contacts Communicate information regarding new networks to inform individuals, colleagues and clients of potential benefits Participate in professional networks and associations to obtain and maintain personal knowledge and skills37 37 37 37Establish and maintain business relationshipsDevelop and maintain relationships to promote benefits consistent with organisational/client requirements Gain and maintain trust and confidence of contacts through demonstration of high standards of business practices Use a high level of negotiation skills to encourage positive outcomes Identify difficult situations and negotiate solutions using collaborative problem-solving techniques Seek specialist advice in the development of contacts where appropriate37 37 37 37 374 4 4 4Promote the relationshipDevelop strategies to represent and promote the interests and requirements of the relationship Use appropriate presentation skills to communicate the goals and objectives of the relationship Effectively communicate issues, policies and practices of the relationship to a range of audiences, in writing and verbally Obtain feedback to identify and develop ways to improve promotional activities within available opportunities37 37 37 374 4 4BSBREL402A Build client relationships and business networksInitiate interpersonal communication with clientsIdentify and use preferred client communication styles and methods Establish rapport with clients using verbal and non-verbal communication processes Investigate and act upon opportunities to offer positive feedback to clients Use open questions to promote two-way communication Identify and act upon potential barriers to effective communication with clients Initiate communication processes which relate to client needs, preferences and expectations38 38 38 38 38 384Establish client relationship management strategiesDevelop client loyalty objectives focussing on the development of long term business partnerships Assess client profile information to determine approach Develop client loyalty strategies to attract and retain clients in accordance with the business strategy Identify and apply client care and client service standards38 38 38 384 4Maintain and improve ongoing relationships with clientsDevelop strategies to obtain ongoing feedback from clients to monitor satisfaction levels Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients Obtain feedback to develop and implement strategies which maintain and improve relationships with clients38 38 384 4Build and maintain networksAllocate time to establish and maintain business contacts Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market Establish communication channels to exchange information and ideas Provide, seek and verify information to the network39 39 39 39 4BSBSMB405A Monitor and manage small business operationsDevelop operational strategies and proceduresDevelop an action plan to provide a clear and coherent direction, in accordance with the business goals and objectives Identify occupational health and safety (OHS) and environmental issues and implement strategies to minimise risk factors Develop a quality system for the business in line with industry standards, compliance requirements and cultural criteria Develop performance measures and operational targets to conform with the business plan Develop strategies for innovation, including the utilisation of existing, new or emerging technologies, where practicable, to optimise business performance40 40, 41, 42 40 40 406 6 6 6 6Implement operational strategies and proceduresImplement systems and key performance indicators/targets to monitor business performance and customer satisfaction Implement systems to control stock, expenditure/cost, wastage/shrinkage and risks to health and safety in accordance with the business plan Maintain staffing requirements, where applicable, within budget to maximise productivity Carry out the provision of goods/services in accordance with established legal, ethical cultural and technical standards Provide goods/services in accordance with time, cost and quality specifications, and customer requirements Apply quality procedures to address product/service and customer requirements41 41 41 41 41 416 5, 6 6Monitor business performanceRegularly monitor/review the achievement of operational targets to ensure optimum business performance, in accordance with the business plan goals and objectives Review systems and structures, with a view to more effectively supporting business performance Investigate and analyse operating problems to establish causes and implement changes as required as part of the business quality system Amend operational policies and procedures to incorporate corrective action41, 42 42 42 426 6 6 6Review business operationsReview and adjust business plan, as required, to maintain business viability, in accordance with business goals and objectives Clearly record proposed changes to aid future planning and evaluation Undertake ongoing research into new business opportunities and adjust business goals and objectives as new business opportunities arise42 42 426 6BSBSMB406A Manage small business financesImplement financial planIdentify financial information requirements and obtain specialist services, as required, to profitable operate and extend the business in accordance with the business plan Produce financial budgets/projections, including cash flow estimates, as required for each forward period, and distribute to relevant people in accordance with legal requirements Negotiate, secure and manage business capital to best enable implementation of the business plan and to meet the requirements of financial backers Develop and maintain strategies to enable adequate financial provision for taxation in accordance with legal requirements Develop, monitor and maintain client credit policies, including contingencies for debtors in default, to maximise cash flow Select key performance indicators to enable ongoing monitoring of financial performance Record and communicate financial procedures to relevant people to facilitate implementation of the business plan43 43 43 43 43 43 437 7 7 7 7 7 7Monitor financial performanceRegularly monitor and report on financial performance targets and analyse data to establish the extent to which the financial plan has been met Monitor marketing and operational strategies for their effects on the financial plan Calculate and evaluate financial ratios according to own industry benchmarks Assess financial plan to determine whether variations or alternative plans are needed, and change as required43 44 44 447 7 7BSBSMB407A Manage a small teamDevelop staffing planStaffing requirements to allow the business to run effectively are determined in accordance with business requirements as outlined in the business plan. 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System for recording and retrieving personnel and payroll information monitored, accurately maintained and specialist advice sought where required.46 465 5Manage staffing issuesContribution and skills of self and other team members are regularly reviewed to ensure performance is in line with agreed performance measures. Staffing requirements are noted, monitored and adjusted especially in regards to the balance between operational and support personnel according to changing business requirements. Allocation of staff to particular tasks/functions is continually monitored and reviewed in the light of business requirements and corrective action taken promptly as required. Opportunities for staff to discuss work related issues regularly provided. Contingency plan developed to cope with unexpected or extreme situations and appropriate corrective action taken as required.45, 47 47 47 47 475 5 5 5Review team performancePositive and constructive relationships developed with and between team members. Team objectives in support of business goals are reviewed and updated on a regular basis in consultation with team members Strengths and weaknesses of team identified against current and expected work requirements. Time is scheduled on regular basis, for team members to review work operations to maintain and improve operational efficiency. Team members are encouraged to monitor their own performance, suggest improvements and to identify professional development needs in accordance with personal and business requirements.48 48 48 48 48 5 5 5 5BSBSMB408A Manage personal, family, cultural and business obligationsIdentify personal and business commitments/ obligations within family, cultural and community contextsIdentify the personal, family, cultural and/or community contexts in which the business operates Identify the personal, family, cultural and/or community commitments/obligations that impact on the business Consider strategies to address and minimise the negative impact these commitments/obligations may have on the business Prepare workable plans to address and minimise the impact of these issues50 49 51 515 5 5 5Develop ethical work practices within family, cultural and community contextsDevelop a culturally appropriate work ethic in terms of personal, family and community obligations, and cultural requirements Identify and implement strategies to reinforce a culturally appropriate work ethic in the business Prepare contingency plans for when alternative action is required due to changes within the business, family, cultural and/or community environments52 51 525 5 5Review work practices within family, cultural and community contextsMonitor personal, family, cultural and/or community commitments/obligations to identify any changes that might impact on the business Review plans and strategies to ensure that negative impacts of any commitments/obligations are being addressed and implement any necessary changes Monitor implementation of the culturally appropriate work ethic to ensure that it is supported and maintained in the business52 52 525 5 5BSBSMB409A Build and maintain relationships with small business stakeholdersEstablish and develop communication and appropriate relationships with key stakeholdersEstablish specific practices for communication with key stakeholders, in accordance with codes of practice, cultural protocols and agreed roles and responsibilities Maintain specific ways of dealing with issues in communication with key stakeholders that adhere to codes of practice, cultural protocols and agreed roles and responsibilities Identify and implement methods of working in culturally appropriate ways Identify and implement plans to deal with changes in circumstances and behaviours, as required53 53 53 53 4 4Establish and develop roles and responsibilities in the small businessClearly and accurately clarify roles and responsibilities in the business in accordance with organisational structure and lines of authority, codes of practice and job documentation Identify and apply specific practices and behaviours from the codes of practice, that contribute to successful working relationships Clearly communicate responsibilities and practices to key stakeholders53 53 534 4Review relationships with key stakeholdersReview communication practices used with key stakeholders and implement any necessary improvement strategies Monitor and evaluate relationships with key stakeholders and develop action plan/s needed to enhance relationships Evaluate roles and responsibilities in the business and undertake any revision necessary to improve successful working relationships54 54 544 4 4     RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 3 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 1 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 33 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 27 of  NUMPAGES 105 Editable Version Page  PAGE 36 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 34 of  NUMPAGES 104 Editable Version Page  PAGE 38 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 37 of  NUMPAGES 104 Editable Version Page  PAGE 40 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 39 of  NUMPAGES 104 Editable Version Page  PAGE 42 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 41 of  NUMPAGES 104 Editable Version Page  PAGE 44 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 43 of  NUMPAGES 104 Editable Version Page  PAGE 46 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 45 of  NUMPAGES 104 Editable Version Page  PAGE 52 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 47 of  NUMPAGES 104 Editable Version Page  PAGE 54 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 53 of  NUMPAGES 104 Editable Version Page  PAGE 56 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 55 of  NUMPAGES 104 Editable Version Page  PAGE 58 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 57 of  NUMPAGES 104 Editable Version State of Queensland (Department of Education, Training and the Arts) 2009 Page  PAGE 61 of  NUMPAGES 105 Version 1: Month Year RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 59 of  NUMPAGES 104 Editable Version Page  PAGE 61 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 60 of  NUMPAGES 104 Editable Version Page  PAGE 63 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 62 of  NUMPAGES 104 Editable Version State of Queensland (Department of Education, Training and the Arts) 2009 Page  PAGE 66 of  NUMPAGES 105 Version 1: Month Year RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 64 of  NUMPAGES 104 Editable Version Page  PAGE 67 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 65 of  NUMPAGES 104 Editable Version Page  PAGE 71 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 68 of  NUMPAGES 104 Editable Version Page  PAGE 73 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 74 of  NUMPAGES 104 Editable Version Page  PAGE 76 of  NUMPAGES 104 Editable Version Page  PAGE 92 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 91 of  NUMPAGES 104 Editable Version RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Page  PAGE 104 of  NUMPAGES 104 Editable Version issue QUALIFICATION- RTO INTERVIEW and DOCUMENT REVIEW COMPETENCY CONVERSATION Practical Assessment APPLICATION gap training (only IF REQUIRED) Step 1: Analyse the application. Identify links between any documents applicant provides and competency units. Identify any key questions for competency conversation. Step 5: Identify any practical activities required to confirm competency Observe practical activity Step 7: Identify areas where 3rd party verification is needed and inform candidate. Confirm / Verify 3rd party reports Step 3: Conduct competency conversation Step 2: Record results of analysis in table at end of application Step 4: Complete the Record of Conversation sheets during the competency conversation Step 6: Complete Practical Assessment Tasks Observation Sheets Step 8: Receive completed Third party reports * Remember RPL assessment is an accumulative process of collecting evidence. Complete assessment sign off & file documentation. 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