ASSIGNMENT INFORMATION
PART A: Personal Development Plan
Scenario:
You are an ambitious Customer Service Team Leader at Fynntown City Council Customer Service Centre (FCC CSC). FCC CSC does not currently have a good reputation for Customer Service in either the business or general community. You have a lot of ideas on how to improve this situation, but as a Team Leader, you do not have the authority to implement any of these ideas.
There is a genuine risk that FCC will lose its State and Federal Government funding, which accounts for 40% of all Council Funds, if Customer Service isn’t dramatically improved within 18 months. Consequently, the Council members are desperate to see improvements, without cutting into current spending or increasing rates. The current Customer Service Manager has been in the position for 24 years, and doesn’t believe that anything needs to change, and that the community will “come around in the end”.
During your first Performance Review, held last week, you ask your manager to participate in the Management Development Program. You are aiming to be the Customer Service Manager within 12 months, as the current Customer Service Manager is retiring then.
Your manager has just advised you that you have been accepted into the Management Development Program. You are required to come to the first Development Session with a draft Personal Development Plan.
Your Personal Development plan must include:
- Personal Work Goals (minimum of three) – these must be SMART goals
- Alignment with FCC Goals – particularly as they relate to the above scenario
- Alignment with Position Description
- Key Performance Indicators (KPIs) and other forms of performance measurement as appropriate
- Using the competency standards identified in your Position Description, a self-assessment of development needs and priorities.
Submission Evidence
This Personal Development plan will be reviewed and approved/modified at your first Development Session.
DEVELOPMENT NEEDS AND PLAN ANALYSIS
Read the Customer Services Manager Position Description. List at least five (5) key skills, knowledge and behaviours needed to be successful in the role.
TIP: For your Personal Development Plan you will need to identify at least three (3) Skills, Knowledge or Behavioursthat have a competency gap.
Skills Knowledge and Behaviours needed to do your job well.(From Customer Services Manager PD) / Are you competent?
Yes/ No / What is the competency gap? / Prioritise
1, 2, 3, ...
EG. Manage relationships / N / Improve skills and knowledge / 1
Communication / N / Enhance oral and written skills / 1
Time Management / Y / Enhance task prioritising and accomplishing tasks within set timelines / 3
Decision Making / N / Enhancing decision making skills for informed and sound decisions / 1
Motivation / N / Enhancing skills for encouraging and persuading followers / 1
Focus / Y / Enhancing skills / 4
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PERSONAL DEVELOPMENT PLAN
Name: Click here to enter text. / Department:Click here to enter text.Skill, Knowledge or Behaviour identified as a development need
(At least 3 needs identified in the analysis above) / How will the development need be met?
(From Development Opportunities listed in workbook e.g. coaching) / By when? / What will I learn?
(How will this help you in role of Customer Services Manager) / How will I put this learning into practice in my workplace to support achievement of FCC goals?
EG Manage relationships with internal and external stakeholders. / Complete structured training - Diploma of Management / 6 months / Develop skills and knowledge to be an effective customer services manager / This will support the team to be more efficient at delivering effective customer service
Enhancing decision making skills for informed and sound decisions /
- Consider all approaches of decision building
- Put into practice decision building apparatus
Enhance oral and written skills /
- Augment reading
- Become a member of discussion units
- Pay attention, and request people to say again if not certain
Enhancing skills for motivating and persuading followers /
- Recognizing what encourages followers
- Communicate with others on what encourages them
- Accomplishing tasks with efficiency and utilizing this in order to reward and achieve admiration.
PERSONAL DEVELOPMENT PLAN (Cont’d)
Set out at least three (3) SMART goals and KPI’s that will contribute to your development.
SMART Goals / KPI’s(At least two SMART KPI’s for each Goal)
EG. To develop management skills needed to be an effective CSM by completing a Diploma of Management within 6 months / a)Hand in all assessments by the due date
b)Access Blackboard at least once per week
Enhancing skills for encouraging and persuading followers /
- Recognizing what encourages followers
- Communicate with others on what encourages them
Enhancing oral and written skills /
- Pay attention, and request people to say again if not certain
- Explore the basis of facts such as lecture notes and presentations.
Enhancing decision making skills for informed and sound decisions /
- Put into practice decision building apparatus
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Assignment – PART B: Personal Management Plan
Scenario:
Your Personal Development Plan has been approved; you now need to incorporate this development into your daily routine so as to ensure that your development and your daily duties are both met to the required standard. Whilst ambition is admired, you work in an environment that is focussed on an appropriate work-life balance.
You are required to submit a Personal Management Plan outlining how you will balance these competing priorities. This plan will be reviewed and approved/modified at your second Development Session.
It must include:
- List of daily duties and development tasks identifying time required to complete each task
- Demonstration of how these have been prioritised
- What time management techniques you will use to achieve your task
- How you will use technology to assist you
- A timetable for four weeks showing how your time is allocated (allowing for contingency and appropriate rest periods).
PERSONAL MANAGEMENT PLAN
1. List key duties from the Team Leader Position Description; activities identified in the PersonalDevelopment Plan from Part A; and work-life balance.
2. Use prioritisation tools to prioritise your activities (refer to Prioritisation in the workbook )3. Describe time management techniques and tools used and explain why they are appropriate.
- Include at least three (3) ways technology was used (e.g. iPad calendar used to alert user about upcoming key activities )
WEEKLY TIMETABLE
4. Attach a Weekly Timetable for 4 (four) weeks showing how your time is allocated (allowing for contingency and appropriate rest periods).
TIPS:
- Schedule high priority tasks and activities first.
- Your timetable will be based on the Prioritisation and Time Management strategies described above.
- Colour coding is an effective way of highlighting your timetable priorities (e.g. Most important tasks are RED)
- Include work-life balance, Personal Development needs, Team Leader regular job tasks and routines.
Weekly Timetable
Name: Week:
TIME / MONDAY / TUESDAY / WEDNESDAY / THURSDAY / FRIDAY* Copy and Paste the Weekly Timetable template forweeks1 to 4 of make your own
Assignment – PART C: Feedback & Review
Assessment due date: Click here to enter text.
Scenario:
You have been working for a month under your new Personal Development and Management Plans. It is now time to seek feedback and review your plans. You must now complete a short report for your Management Development Mentor outlining the following:
- Feedback received from a range of sources, including direct Manager, colleagues, clients, staff
- Based on feedback, how you will develop and improve three competence areas
- Identify, assess and use a range of development opportunities to assist in the development of competence
- Join at least two networks to enhance your knowledge, skills or work relationships
- Identify new skills that will assist in your development goals and develop them.
This plan will be reviewed and approved/modified at your second Development Session.
Feedback for Team Leader of the Customer Service Centre:
Feedback has been collected froma range of sources including Customer Services Manager, colleagues, staff and customers.
Feedback has found Team Leader:
* Knowledge of relevant local council legislation needs strengthening.
* Pressure of complaints is taking its toll on relationships in your team; they are reporting decreased levels of job satisfaction.
*You have been gaining weight and feeling “flat” with low energy. Also recently forgot to send mother a birthday card and split from your longtime boyfriend who has been feeling neglected.
FEEDBACK & REVIEW REPORT
TIP: This report outline is a guide only.
Introduction- State the purpose of the report
Feedback received
- Explain the process used to collect feedback
- Outline three key areas for improvement based on the feedback received
Preferred Learning Style
- Using the results from your VAK Self-Assessment Questionnaire, explain how your development opportunity is appropriate for your preferred learning style.
Networking
- See section in Workbook on Networking and identify two networks to join that will support your personal development needs. Explain why this network is appropriate.
Improvement Opportunities
- For each of your three key areas of improvement:
- Decide how your development need will be met (refer Development Opportunities in workbook, at least two networks are required)
- Write as SMART Goals
Conclusion
- Restate the purpose of the report and your conclusions
Assignment – PART D
Instructions
Using the information provided in the Shift Manager’s Position Description and the Feedback Information Sheet please complete the templates provided for the:
- Development Needs Analysis and Plan
- The Personal Development Plan
Shift Manager Position Description
Overall responsibilities
To co-ordinate people, product and equipment to ensure a safe, consistent, profitable and smooth running shift. This is achieved by a thorough understanding and awareness of the operation; excellent people skills; quick and effective decision-making; and thorough planning, organising and follow up.
A Shift Manager is expected to spend 90% of their time working on the floor. In most restaurants, their role differs from that of an Assistant Manager in that they will not have additional responsibilities such as Managing Training; Scheduling; Planned Maintenance; P&L accounts to control etc.
Reports to:Designated salaried manager.
Supervises:Hourly paid employees.
Selection Criteria and Process
Before starting work on the training outlined below, the employee must attend an interview with the Operations Consultant/Franchisee. If successful, the employee must complete the following list of criteria before being registered for the Shift Managers Course.
At the point of registration, the Operations Consultant/Franchisee completes the registration document, which includes sign-off by the Operations Manager. In the case of a franchised restaurant, the Field Consultant should review the registration document with the Franchisee before it is submitted.
Training prerequisites:
- Modules 1 – 4 complete, including all shift verification sections.
- Front, Back and Production Controls completed by the General Manager (GM) within the last month.
- First Aid at Work Course
- Basic Hygiene; Electricity at Work; Basic Health & Safety Seminar
- Production Control training
- Regional Development Days for Shift Managers
Additional requirements:
- Appraisal rating of 4 or above.
- Available to work at least 2 shifts per week.
Training
- 3 day Shift Management Course.
Promotion to Assistant Manager
To be promoted to Assistant Manager, the Shift Manager must meet the standard selection criteria for a salaried position. The Shift Manager moves on to the Second Assistant Salary upon promotion. There is no requirement for them to become a Trainee Manager or to re-sit the Shift Management Course (as long as it is not more than 2 years since they attended).
The Shift Manager should attend an interview with the Operations Manager/Franchisee.
Specific duties:
Managing the restaurant
- Opens and closes shifts without supervision and follows company security, hygiene and safety procedures.
- Plans the shift using the appropriate pre-shift/shift changeover checklists.
- Executes the shift plan.
- Monitors raw and finished product quality before and throughout the shift.
- Ensures equipment is clean, safe and in good working order.
- Maintains critical standards for holding times, service speed and quality, raw and finished product quality cleanliness and sanitation.
- Ensures all food safety procedures are applied.
- Supervises delivery of raw and dry products.
- Follows up on the completion of planned maintenance tasks.
- Completes daily basic equipment checks and makes necessary time and temperature adjustments.
- Collects information and completes appropriate incident/accident report records.
- Communicates regularly with customers to obtain feedback on Customer Service.
- Effectively manages customer complaints and incidents.
- Uses frequent travel paths to maintain awareness of all areas of the restaurant throughout the shift.
- Co-ordinates people, product and resources effectively.
Leading Through People
- Positions staff effectively and allocates breaks, secondary responsibilities and to-do lists to each area of the restaurant.
- Communicates effectively with other managers and staff.
- Leads by example in all areas throughout the shift.
- Trains new employees.
- Provides ongoing coaching and corrective feedback to experienced staff and floor managers...
- Uses a combination of directive and participative leadership styles to achieve desired results.
- Motivates employees by understanding their needs.
- Builds team spirit to improve performance and productivity.
- Follows all appropriate HR policies, employment laws, security and safety procedures
- Applies observation, problem solving and decision making skills to manage the shift effectively.
- Effectively delegates and follows up to use people resources efficiently.
- Presents a professional image to customers and employees.
Managing the Business
- Controls labour, waste, cash and yields.
- Optimises impact of sales building promotions during the shift.
- Completes daily paperwork, including inventories, cash sheets, drawer counts and deposits.
- Orders food, paper and operating supplies.
Feedback Information Sheet
- Shows great management potential, however is too lenient with late and sloppy team members
- Is a great boss and understands when I sleep in after a big night out
- The restaurant is always clean and lovely when we come here to eat
- Is excellent at reconciliation the days takings and never loses a cent
- Seems reluctant to give feedback to team members who aren’t pulling their weight.
DEVELOPMENT NEEDS AND PLAN ANALYSIS
Skills Knowledge and Behaviours needed to do your job well.-From Position Description / Are you competent?
Yes/ No / What are the competency gaps? / Prioritise
1, 2, 3,
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Assignment – Written Report & Marking Checklist
BSBWOR501B Manage personal work priorities and professional development
PERSONAL DEVELOPMENT PLAN
Name: Click here to enter text. / Department:Click here to enter text.Skill, Knowledge or Behaviour identified as development need / How will the development need be met?
(e.g. coaching) / By when? / What will I learn? / How will I put this learning into practice in my workplace?
PERSONAL DEVELOPMENT PLAN (Cont’d)
SMART Goals / KPI’s1
2
3
February 2013 / Page 1
Student Name:Student ID:
Group:Date:
This Assignment will be marked against the following.
This checklist is to be used when assessing the students in this task.This checklist is to be completed for each student. Please mark completed assignment as per the following checklist. .
S: SatisfactoryorNS: Not Satisfactory
- Marking Checklist – Part A
Clearly outlines three personal work goals that meet the SMART criteria
Shows direct links between personal work goals and FCC Customer Service Goals
Aligns work goals to Position Description
Identifies a range of suitable measures of performance against work goals and Position Description
Self-assessment shows a clear link to the Position Description
Priorities of development needs is aligned with FCC Customer Service Goals
Meets Style Guide requirements
- Marking Checklist- Part B
Clearly outlines all regular daily duties as they pertain to Position Description
Time identified is reasonable given the nature of the task
Demonstration of effective prioritisation, accounting for demands of personal, team, and organisational objectives
Identifies a range of time management techniques and tools appropriate to the tasks and individual
Provides at least three examples of technology used to assist with time management
Timetable for four weeks ensuring that work days do not exceed FCC Policy, allowing for suitable rest periods and a balanced approach to achieving daily and development obligations
Meets Style Guide requirements
- Marking Checklist – Part C
Feedback presented from a range of different people
Development plan reasonably meets the competence improvement opportunities identified in the feedback
Development opportunities are suitable to both the personal learning style of candidate and the means of developing competence
Networks joined demonstrate active development of knowledge, skills or relationship building suitable to the competence requirements identified
New skills identified are directly related to development goals
Meets Style Guide requirements
- Marking Checklist- Part D
Development Needs Analysis and Plan created
Personal Development Plan completed
SATISFACTORY/NOT SATISFACTORY / DATE:
TRAINER NAME: / TRAINER SIGNATURE:
COMMENTS:
Workbook | 20/05/2015