Learning outcomes

Upon successful completion of this module, students should be able to:
- analyse and research business vision, mission, values, objectives, goals, competitors, financial targets, management arrangements, marketing approaches and strategic, business and operational plans
- write a business plan which includes a description of the business, products and services, financial, physical and human resource requirements, permit and licence requirements, marketing activity, financial indicators, productivity and performance targets for key result areas
- implement a business plan including ensuring skilled labour is available, and that training is provided where appropriate
- monitor and respond to business performance including evaluation of performance against key results indicators including profit and loss, community awareness or branding, environmental impact, governance, quality, sales, triple bottom line and the workforce
- consult, communicate with and report to key stakeholders including business partners, financiers, customers, staff and technical advisers
- provide an analysis of the strengths and weaknesses of a business plan

Assessment Task 1: Project

Project Overview

In this project you will be required to work as a senior manager within a fictitious organisation called the International Hotel Group (Appendix 1). You will be required to develop and implement a business plan at a time where your organisation is considering substantial expansion into new markets.

Part 1 Develop business plan
You will need to access information about the organisations:
- current strategic directions
- vision, mission, values and objectives

Task 1
Prepare a report summarising the key information you will need to consider when writing the business plan for the organisation or department within the organisation.

You will need to include the following:
o a review the organisation's strategic, business and operational plans, if available
o analysis of the organisation's business vision, mission, values and objectives
o information from consultation with key stakeholders (If completing this activity in the classroom, your fellow learners and trainer can represent key stakeholders)

Task 2
Prepare a report on the marketing requirements for at least 2 products or services of the organisation or new business venture for the organisation. Include a:
o Profile of customer needs
o Summary of researched pricing options

Part 2 Develop business plan

Task 1
Develop a set of performance objectives and measures for at least 2 products or services or a new business venture of the organisation through consultation with key stakeholders.

Task 2
Write a business plan for the organisation or department within the organisation. Include the following information:
o Executive summary - a one page overview written after your business plan is finalised
o Description of the business
o Business products and services
o Marketing analysis
o Marketing plan
o Financial, human and physical resource requirements
o Financial indicators
o Productivity and performance targets for key result areas for the business

Part 3 Monitor Performance

Task 1
a) Run a communication session to discuss your business plan with all relevant parties. (If completing this activity in the classroom, your fellow learners can represent relevant parties)
b) Discuss the process you used to ensure all parties understood the performance requirements and timeframes.

Task 2
a) Write a report outlining the process you will use to:
o ensure that skilled labour is available to implement the business plan
o test the performance measurement systems you will be using to support your business plan
o ensure reports on business activity are available, user friendly and include a balance of financial and non-financial performance
b) Develop a pro-forma to be used to report system failures, product failures and variances to the business as they occur. Describe how you would use this pro-forma.

Part 4 Respond to performance data

Task 1
Analyse performance reports against the planned objectives in your business plan. Comment on:
o Performance against objectives
o Factors contributing to underperformance (if appropriate)
o Usefulness of performance indicators
o Suggestions for refinements of business activities or performance indicators
(If using included case study please refer to notes on summary of performance)

Task 2

a) Conduct a coaching or training session with an individual or group to address a factor contributing to underperformance. (If completing the project in the classroom, this task can be role-played)
b) Report on the effectiveness of this coaching or training intervention.

Task 3

Describe the continuous improvement process you will use to review the system processes and work methods used in support of your business plan.

Assessment Task 2 Class Test

Performance objective
The candidate must demonstrate knowledge of customer service and understand customer service concepts.

Assessment description
This assessment requires the candidate to complete a customer service examination.

Procedure
1. When instructed to do so, answer the attached test paper.
2. You may not refer to any sources of information during this test.

Specifications

This test is to be completed without access to any other documents or materials. You are allowed a maximum of 60 minutes to complete the test.
Your assessor will be looking for correct answers in plain English, using clear, legible handwriting.

References
- Birt, Ian; Writing Your Plan for Small Business Success- 5th Edition 2013 Allen & Unwin.

Other resources
- Harvard Business Review
- Management (AIM Journal)
- The Successful Manager's Handbook

Attachment:- Appendix.rar