BSBOPS501+ +Assessment+Task+2+V4+Digital+Marketing

Assessment
Task 2
Manage business resources
BSBOPS501
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not
cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student name
Student ID
number
Student Date
signature
Task Number
------OFFICE USE ONLY-----
BSBOPS501 - Manage business resources V3 2021 Page 2

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
Marking Sheet Comments
DNS
Completed successfully
The student has satisfactorily completed and ☐ ☐ ☐
submitted the following:
 Pre-meeting notes in Task 2.1

 After-meeting report in Task 2.1
 Reflection in Task 2.1
 Feedback from CEO in Task 2.2
 Resource Plan x 3 in Task 2.2
The student actively participated in the meeting ☐ ☐ ☐

with the project sponsors:
 Was prepared for the meeting
 Facilitated discussion and negotiation
 Presented information relevant to resource
requirements
 Engaged the audience
 Listens actively and asked questions to
ascertain understanding and gather
additional inputs and feedback
 Collaborated with the stakeholders
effectively
 Understood own role as a project manager
and accepted responsibilities associated to
the role
 Gathered the necessary information to
write the ‘After-meeting report’
Feedback in Comments.
Demonstrated ability to: ☐ ☐ ☐
 Develop resource bids according to
required outputs specified in business plans
 Consult with relevant stakeholders and
determine the nature and level of resources
required
 Analyse resource requirements and identify
proposed costs and benefits
 Identify opportunities to share resources
across business units within the
organisation

DNS
 Determine internal resourcing capabilities
and external resourcing requirements
 Identify and adhere to organisational
policies and procedures for resource
allocation
This is evidenced by:

 Pre-meeting notes in Task 2.1
 After-meeting report in Task 2.1
 Reflection in Task 2.1
 Participation in the meeting with the
project sponsors (Refer to Marking Sheet)
The student met with the CEO: ☐ ☐ ☐

 Presented the three resource plans
 Listened actively
 Took notes about required changes and
updates
 Asked questions to gather feedback
 Was knowledgeable about resource
planning
Feedback in Comments.
The plans are approved provided that agreed

on changes are applied to plans.
Y ☐ N☐
Demonstrated ability to: ☐ ☐ ☐

 Determine internal resourcing capabilities
and external resourcing requirements
 Develop procedures for the evaluation of
resource allocation and incorporate them in
resource plans
 Identify risks and establish risk
management processes
 Obtain required approvals from relevant
personnel
 Negotiate and obtain resources within
required timeframe according to business
unit objectives
 Develop systems for monitoring resource
usage
 Develop procedures to review resource
allocation against business unit objectives
 Identify and adhere to organisational
policies and procedures for resource

DNS
allocation
This is evidenced by:

 Feedback from CEO in Task 2.2
 Resource Plan x 3 in Task 2.2
 Participation in meeting with the CEO
(Refer to Marking Sheet)
When collaborating with the group, the student ☐ ☐ ☐
has actively participated in group work with a
substantial contribution that can be assessed
individually for all the requirements of this task.
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐
Student Name:
Assessor Name:
Assessor Signature:
Date:
Table of Content
Student Declaration................................................................................................................................................2
Task 2 – Analyse resource requirements and develop resource plans...............................6
Task 2.1 Analyse resource requirements......................................................................................................11
Task 2.2 Develop resource plan........................................................................................................................15
Appendix 1 – Scenario.......................................................................................................................28
Business plan summary.......................................................................................................................................41
Sales and Profit information..............................................................................................................................42
Strategic and operational goals........................................................................................................................43

Task 2 – Analyse resource requirements and develop resource
plans
Task summary and instructions
What is this You are an experienced Business Consultant with project

assessment task management and business resources management expertise. XYZ Pty
about? Ltd, trading as ABC Contact Centre Services Ltd (ABC, Appendix 1)
has employed you to support the delivery of internal business
projects that will assist with the achievements of critical business
objectives.
You will collaborate with different business units within the

organisation and consult with internal and external stakeholders.
You will:
 Be the project manager for the projects

 Report to a project sponsor – the person with ownership of the
project within the organisation. Please note that the CEO has the
authority to approve the project plans.
 Be able to access internal and external resources based on
business requirements
As part of your role, you will focus on managing business resources

effectively to deliver the projects successfully. You will:
 Analyse resource requirements

 Develop resource plans
 Allocate and manage resources
 Review and report to the project sponsor on resource usage
Task 2 focuses on the first two points above.
Please refer to Appendix 1 and the policies and procedures provided

in a separate folder.
Please note that the performance evidence for this unit of

competency requires students to develop, implement and review at
least three resource plans. This assessment has been designed to
meet that requirement.
This task comprises of the following assessment methods:

o Product-based ☒
o Direct observation of Role-Play ☒

o Case Study ☐
o Other (specify) ☐
It has been designed to evaluate your ability to/competency in:
 Develop resource bids according to required outputs specified in

business plans
 Consult with relevant stakeholders and determine the nature and
level of resources required
 Analyse resource requirements and identify proposed costs and
benefits
 Identify opportunities to share resources across business units
within the organisation
 Determine internal resourcing capabilities and external resourcing
requirements
 Develop procedures for the evaluation of resource allocation and
incorporate them in resource plans
 Identify risks and establish risk management processes
 Obtain required approvals from relevant personnel
 Identify and adhere to organisational policies and procedures for
resource allocation
 Negotiate and obtain resources within required timeframe
according to business unit objectives
 Develop systems for monitoring resource usage
 Develop procedures to review resource allocation against business
unit objectives
Your assessor will be looking for demonstrated evidence of your

competency in the above.
You are required to address the following:

 Task 2.1 Analyse resource requirements
o Analyse and agreed on resource requirements in collaboration
with stakeholders
• Task 2.2 Develop resource plans
o Develop resource plans
o Consult with stakeholders and obtain approval for plans
Although the assessment requires group collaboration to simulate a

work environment, the assessment submission is individual, and it will
be marked as such.

What do I need to do  submit the completed assessment tasks, according to instructions,

to complete this task  complete the tasks with sufficient detail and present them in a
satisfactorily? professional manner,
 use your own words and reference sources appropriately,
 meet the word count where required,
 use the scenario provided,
 use the templates provided where required,
 for your performance to be deemed satisfactory in this
assessment task you must satisfactorily address all of the
assessment criteria,
 if part of this task is not satisfactorily completed you will be asked
to complete further assessment to demonstrate satisfactory
performance.
Specifications You must deliver/participate in:
 Meet with the Project Sponsors in week 2

 Meeting with the CEO in week 4
You must submit to GOALS
 Pre-meeting notes
 After-meeting report
 Reflection
 Feedback from CEO
 Resource Plan x 3
Resources and • Computer with Internet access
equipment • Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
Re-submission You will be provided feedback on your performance by the Assessor.
opportunities The feedback will indicate if you have satisfactorily addressed the
requirements of each part of this task. If any parts of the task are not
satisfactorily completed, the assessor will explain why, and provide
you written feedback along with guidance on what you must
undertake to demonstrate satisfactory performance. Re-assessment
attempt(s) will be arranged at a later time and date. You have the
right to appeal the outcome of assessment decisions if you feel that
you have been dealt with unfairly or have other appropriate grounds
for an appeal. You are encouraged to consult with the assessor prior
to attempting this task if you do not understand any part of this task

or if you have any learning issues or needs that may hinder you when
attempting any part of the assessment.
Complete the following activities:

You are an experienced Business Consultant with project management and business resources
management expertise. XYZ Pty Ltd, trading as ABC Contact Centre Services Ltd (ABC, Appendix 1)
has employed you to support the delivery of internal business projects that will assist with the
achievements of critical business objectives.
You will collaborate with different business units within the organisation and consult with internal and
external stakeholders.
You will:
 Be the project manager for the projects

 Report to a project sponsor – the person with ownership of the project within the organisation can
provide expertise and resources from their work area. Please note that the CEO has the authority
to approve the project plans and changes.Be able to access internal and external resources based
on business requirements
As part of your role, you will focus on managing business resources effectively to deliver the projects
successfully. You will:

 Develop resource plans
 Allocate resources
 Review and report to the project sponsor on resource usage
Task 2 focuses on the first two points above.
You will start your role working on three key projects (see table below for details).
Project Business Objectives Details

1 EVENT  Improve teams’  Date for the multicultural event: 3
cohesion months from now (select a Friday
Multiculturalism and  Decrease silo date on the calendar)
diversity event – ‘We mentality in the  Key requirements:
are ABC’ organisation o An event to celebrate
 Improve multiculturalism and diversity in
organisational the workplace (10 am to 4 pm)
culture through o Market the event
the celebration of o Launch the new online learning
diversity in the platform for professional

workplace development during the event
 Promote the event o Use the facilities at ABC
using digital o Source and book 2 x guest
marketing speakers (1-hour session each
with Q&A to talk about diversity
in the workplace and
multiculturalism in business)
o Source and hire event equipment
such as projector, staging
component, stereo system and
video equipment to record the
event)
o Organise 2 x Round Tables with
employees to discuss the
challenges and opportunities of a
diverse workplace
o Refreshments on arrival
o Light lunch and beverages (1pm-
2pm)
o Refreshments around 3:30 pm
o Invite corporate clients (10 VIPs),
3-4 staff members/business client
o Max capacity for the event 150
attendees
o Organise risk and security
planning
o Deliver and monitor the event
o Place quality first
 Budget $65,000
 Project Manager: You

 Project Team: Front Desk Officer,
HR Assistant, Marketing and Sales
Officers. The internal staff can work
on the project for max of 4
hours/week each.
You can engage a catering company
to supply food and drinks and for
front of house duties.
 Project Sponsor: Contact Centre
Manager
2 MARKETING  Develop digital o Prepare promotional material focusing
marketing for ABC on digital content (e.g.: social media;
Digital Marketing and other  Promote ABC as professional networking - linkedin and

promotional activities for an employer of blog/press releases) for the event
the Multiculturalism and choice o Promote the event
Diversity event  Strengthen o Organise and manage invites for the
business VIP corporate clients
relationships with o Prepare post-event surveys
VIP corporate o Undertake post-event evaluation
clients (within two weeks from the date of
 Improve positive the event, reports must be completed
feedback from and sent to the BoD)
ABC employees o Budget: This is included in the
(Ref: work budget for the ‘We are ABC’ event
conditions, and will have to be negotiated
organisational between the project manager and the
culture, employer Sales and Marketing Manager
of choice)
 Project Team: Sales and Marketing
Team.
Work for this project will have to be
added to the regular workload of the
team. No overtime is allowed. No
additional staff can be hired.
 Project Sponsor: Sales and
Marketing Manager
3 Online Learning o Upskill current  Select and implement an online

Platform staff learning platform (choose between
o Improve induction Thinkific or Teachable)
Online Learning Platform to program o Develop two courses to kick off
deliver professional the training:
development activities for  Leading diverse teams
staff  Conflict management
o Hire an instructional designer full
time to set up the platform and
design the training courses
o IT Support provided by the IT
Services Officer
 Budget (including one year wage for
the instructional designer): $
120,000.

 Project Team: HR Assistant, IT
Officer, Instructional Designer.
 Project Sponsor: HR Manager

Task 2.1 Analyse resource requirements
Read Appendix 1 and the requirements for the three projects.
You will work in simulated work conditions, and the trainer and assessor will play the role of CEO at
ABC, providing information and guidance as needed.
Schedule a time with the trainer and assessor in week 2 of class and meet with the Project Sponsors
for the three projects. (Role-Play)
Before the meeting:
Reflect on outputs for each project. Take notes about what you think resource requirements should
be and how the budget should be used. You will use the notes during the meeting with the project
sponsors.
Summarise your notes in the space provided below:
(150-200 words)
(Duration: 60 minutes)
A group of classmates will play the role of the Project Sponsors. Take turns playing the part of the
project manager to facilitate the meeting, negotiate decisions, and document meeting outcomes.
Record the name of the students participating in the role-play in the table provided below.
Student Name
Student Name
Student Name
The trainer and assessor will observe the meeting, validate your active participation and provide
feedback on the marking sheet.
Review the after-meeting report (Template 1) before the meeting to guide your discussion and
negotiation.

During the meeting:
 Consult with stakeholders about the work associated with each project according to the required
outputs
 Discuss the nature and level of resources required to plan and deliver the three projects
 Identify opportunities to share resources across business units
 Identify proposed costs and benefits for the resource requirements
After the meeting:
 Summarise the outcome of the meeting in the after-meeting report (Template 1)

 Reflect on the meeting and address the following:
o What was the biggest challenge when mapping the work required for completing the three
projects? How did you overcome the challenge?
o How did you influence the project sponsors to agree on some or all of your suggestions
regarding resource requirements?
o What was the hardest part of the discussion and negotiation? Why?
o Did all project sponsors agree with the resource allocation? Report any issue that was
experienced when allocating the identified resources to each project.
o How did you facilitate the meeting to achieve a positive outcome? Provide an example.
Summarise your reflection in the space provided below.
(100-150 words)
Template 1 -After-meeting report
Work Tasks
Provide a list of the key work tasks associated with each project, either using a list or a WBS.
Document your work in the space provided below.
Project 1

Project 2
Project 3
Nature and level of resources with costing
For each project, determine the nature and level of the resources with estimated costing. Add
additional rows if needed.
Project 1
Work Task Resource Qty of Interna Existing Shareable Estimated

Type resources l/Exter Y/N Y/N cost
nal
Project 2

nal
Project 3

nal

nal
Resource requirements
Determine specific resource requirements for each project. Add additional rows if needed.
Project 1
Resource Specific resource requirements
Project 2
Project 3
Proposed costs and benefits
For each project, determine and evaluate the overall costs and benefits of the proposed resources and
resource requirements.
Project Costs Benefits Evaluation Summary

1
2
3
Task 2.2 Develop resource plan
Address the following tasks:

1. Based on your work in Task 2.1, develop a resource plan for each project (Template 2).
2. Once the plan is completed, schedule a five-minute consultation meeting with the CEO, played by
the trainer and assessor, in week 4. (Role-Play)
3. The trainer and assessor will validate that you approached them for the consultation and provide
feedback about your meeting on the marking sheet. The trainer and assessor will also give
provisional approval to the plans.
4. Document the feedback received by the CEO.
Use the table below.
Project Summary of feedback and list of required changes/adjustments/updates

1
2
3
5. Apply the feedback provided by the CEO to the plans before submitting your assessment. Please
note that the trainer and assessor will check that the feedback was applied to the plans when
marking your work.
Template 2 -Resource Plan Project 1

Document information and version control
Project/Task
Title
Purpose of the
Plan
Document
Owner
Document Name and Role Signature Date
approval
Version Issue Date Change
Resource Breakdown Structure (RBS)

Project
Resource Type Resource Type Resource Type
List of resources
Internal resource capabilities and external resource requirements

Summarise the current resource capabilities (internal and external) associated with the resource requirements for the project. Add additional
rows if needed.
Work Task Resource Type Qty of Internal/ Existing Shareable

resources External Y/N Y/N
Resource Requirements
Add additional rows if needed.
Resource Budget
Cost Item Quantity Estimated Cost Actual Cost
Do not complete at
planning stage
Total

Risks Management
Identify, analyse and plan to treat four (4) risks associated with resource management.
description
Probability
Priority
Impact
Potential
management
impact
strategy
Risk
Risk
Contingency plan
Develop a contingency plan for the risk with the highest priority.
Purpose
Triggers
Cost impact
Schedule of
implementation
Required resources
Responsibilities
Approval
Resource acquisition strategy

Resource Acquisition strategy When the resource will be

deployed/used in the
project
Example: Contractor, recruited by HR through referrals. Will work on the project from DD/MM/YYYY
Web designer to DD/MM/YYYY
Example: Purchased by finance department according to Used by the project team for the duration
3x laptops specifications of the project

Roles and responsibilities to plan and deliver the project
Min. 4 roles. Add additional roles if needed.
Role Responsibilities Competency KPI

and (1/role)
qualification
Example: Report writing Diploma of Business Database – 0.5% error rate
Admin Assistant Data collection 2 years’ experience in
Database management similar role
Project or team org chart
Training requirements
Summarise the training requirements for the project team. Include strategies for team development and building.
Performance management
Summarise any information relevant to the performance management of the project team.
Legislative and regulatory requirements

Summarise what legislative and regulatory requirements, including organisational policies and procedures have been considered when
developing this plan.

Procedure for the evaluation of resource allocation
Develop a procedure for the evaluation of resource allocation.
Systems for monitoring and control resource usage

Summarise what systems will be used for monitoring resource usage.
Procedure to review resource allocation against project budget and objectives


Project/Task
Title
Purpose of the
Plan
Document
Owner
approval

Project
List of resources

rows if needed.

Resource Budget
Do not complete at
planning stage

Total
Risks Management
description
Probability
Priority
Impact
Potential
management
impact
strategy
Risk
Risk
Contingency plan
Purpose
Triggers
Cost impact
Schedule of
implementation
Required resources
Responsibilities
Approval


project

project


and (1/role)
qualification





Project/Task
Title
Purpose of the
Plan
Document
Owner

approval
Project
List of resources

rows if needed.


Resource Budget
Do not complete at
planning stage
Total
Risks Management
Priority
Impact
description
Probability
Potential
management
impact
strategy
Risk
Risk
Contingency plan
Purpose
Triggers
Cost impact
Schedule of
implementation
Required resources
Responsibilities
Approval


project


and (1/role)
qualification





Appendix 1 – Scenario
XYZ Pty Ltd, trading as ABC Contact Centre Services Ltd (ABC), is an Australian owned and operated
contact solutions company, with headquarters in Melbourne, Victoria. Founded by Ms Jacinta White in
2017, offering a range of contact centre services to small to medium businesses, ABC employs a team
of customer service and support specialists highly experienced in the industry.
ABC is governed by a Board of Directors, who oversee operational compliance and provide guidance
and support to the CEO and Executive Team. The company has been successfully operating since
January 2017, with a brand that is now synonymous of efficiency, quality, and exceptional service.
ABC provides reliable reception, contact handling and customer support services at affordable rates to
SMEs requiring efficient and affordable solutions for their contact management needs.
The 3-levels contact centre facilities at Collins Street, Melbourne, includes comfortable office spaces,
two conference rooms, and a state-of-the-art call centre with capacity for 50 staff.
The call centre operates 24/7, providing inbound and outbound contact management for a range of
industries, business types and service structures, both B2B and B2C. Our team of highly qualified
customer service and support specialists can provide reliable and high-quality services in a timely and
cost-effective manner.
New initiatives
ABC is focused on developing digital marketing capabilities within the B2B sector. To accomplish this,
management will investigate the business’s return on investment (ROI), to ascertain what marketing
budgets (including digital) the business can invest into marketing activities.
ABC Organisational Chart

Board of Directors
CEO
Sales & Marketing Contact Centre

HR Manager Finance Manager
Manager Manager
Sales & Marketing

HR Assistant Contact Centre Team Finance Team
Team
Systems & IT Officer
ABC Departments
Board of Directors
 Jacinta White (CEO and Founder) – she has 100% ownership of the company.
She has worked in contact centres for 15 years, covering different roles. She has
extensive knowledge of the industry.
 Samuel White – Chairman
 Jacob Red – Non-executive Director (experienced in contact service centres)
 Ramona Green – Non-executive director (experienced in small business management)
Finance Department
 Finance Manager (Full time Ongoing) – has worked as Finance Executive in small
businesses for the past ten years.
o Financial Officer x 1 (0.8 FTE, ongoing)

Duties include strategic financial management, risk management, accounts receivable, accounts
payable, invoicing, payroll, financial record keeping and reporting, preparation and payment of
taxes/fees, cash flow management, external contract management and all elements of financial and
legal compliance.
Human Resources Department
 HR Manager (Full Time Ongoing) – the first job at the executive/managerial level.
Good experience in HR developed in the past seven years of work.
o HR Assistant (Part-Time, Ongoing)
Duties include strategic HR planning, recruitment and selection, compensation and benefits, employee
relations and support, training and development, internal communications management, performance
management support, termination of employment, record keeping and reporting, safety including
OH&S and fair work law compliance, facilities and maintenance management, procurement, legal
compliance, industrial relations, policies and procedures management.
IT services
 Systems & IT Officer
IT services include server hosting, network installation and management, provision, maintenance and
update of all software and licenses, database administration (including client and staff files), data
management, data protection compliance and systems security and technical support and
maintenance/repair of software and hardware.
Note: The IT Services Officer reports to the Contact Centre Manager.
Sales and Marketing Department
 Sales and Marketing Manager (Full Time, Ongoing) – highly experienced in marketing
(including digital marketing but new to the contact centre industry)
o Marketing and Sales Officer x 2 (Part-time, Ongoing)
o Marketing and Sales Officer (Full time, Ongoing)
o Graphic Designer and web developer (Contractor)
Duties include strategic marketing management, external communications management, graphic

design, social and professional media management and content creation, market research and public
relations.
The Marketing Manager is responsible for client account management (business relationships)

Contact Centre
 Contact Centre Operational Manager (Full Time Ongoing) – highly qualified contact
centre manager with over ten years of industry experienced.
o Contact Centre Floor Supervisors x 4 (Full time, Ongoing)
o Contact Centre Agents (number vary from 25 to 50 depending on workload.
ABC tries to employ all agents through employment contract (temp and
ongoing); however, contractors (under temp contracts) may be employed to
respond to periods of a high level of work.
o Front Desk Officers x 2
o Quality Assurance Officer (Ongoing, Part-Time)
Duties include: managing calls (inbound and outbound), maintaining communication equipment,
reporting problems, accomplishing results as agreed in the contract with the client. Reception duties.
Review of quality standards and process effectiveness.
Contact Centre - definition
A call centre or contact centre is a centralised office used for receiving or transmitting a large volume
of requests by telephone and computer. A company operates an inbound call centre to administer
incoming product support or information enquiries from consumers. Outbound call centres are
operated for telemarketing, solicitation of charitable or political donations, debt collection and market
research.
A call centre has an open workspace for call centre agents. Work stations include a computer for each
agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations.
It can be independently operated or networked with additional centres, often linked to a corporate
computer network, including mainframes, microcomputers and LANs.
The contact centre is a central point from which all customer contacts are managed. Through contact
centres, valuable information about the company are routed to appropriate people, contacts to be
tracked, and data to be gathered. It is generally a part of a company's customer relationship
management. Most large companies use contact centres as a means of managing their customer
interaction. These centres can be operated by either an in-house department responsible or
outsourcing customer interaction to a third-party agency (Outsourcing Contact Centres).
(Source: https://en.wikipedia.org/wiki/Call_centre )
Vision, Mission, Values

Vision Statement
ABC Contact Services' vision is to be the industry leader in providing efficient, reliable and affordable
contact management solutions to our clients.
Mission Statement
Our aim is to establish ABC Contact Services as the company that always exceeds expectations
through:
o Consistently delivering quality services
o Optimising quality to ensure efficiency and reliability
o Providing a range of affordable services to our clients
Values
At ABC Contact Services we value:
o Quality
o Integrity
o Accountability
o Respect for diversity
o Innovation
o Continuous Improvement
Key - Organisational strategic objectives
 To lead the market for excellence in customer service
 To become the leader in contact service services for Medium Size Enterprise in Australia within the
next ten years
 To establish a culture of innovation, that values diversity
 To enhance sustainable work practices in financial, social and environmental matters
 To continue to develop digital marketing capabilities within the B2B sector

Key – business objectives
 To take on the opportunity to serve microbusinesses
 To increase brand awareness
 To promote brand position through satisfaction rates over competitors
 To increase market share for services to SMEs by 7% by mid-2021
 To open a second headquarter in Sydney by the end of 2021 (maintaining the executive branch in
Melbourne but mirroring the operational systems and structure in Sydney)
About the industry
(Source: https://www.fifthquadrant.com.au/cx-spotlight-news/australian-contact-centre-benchmark-
report-industry-striving-to-improve-cx )
Fifth Quadrant has just released its 2018 Australian Contact Centre Benchmark Report, which reveals
that almost three-quarters of the industry (73%) strives to improve customer experience (CX) through
technology that optimises agent performance and delivers a more customer-centric channel offering.
Despite these efforts, contact centres are still facing challenges, with nearly a third of respondents
(31%) claiming they lacked sufficient resources to meet business needs and almost half (45%)
struggling to improve efficiency.
"We're seeing contact centres invest more in CX," said Stephanie Bauer, Head of CX Consulting at
Fifth Quadrant. "An overwhelming majority (86%) of contact centres expect to either maintain or
increase their operating budgets next year."
While the awareness of the importance of CX and the amount spent on it are both up, there are areas
for improvement. "When it comes to meeting CX demands, we note that almost half (43%) of contact
centres are not using a workforce management tool which is critical for optimising resources and
service outcomes in the complex, multi-channel environment," Bauer said.
The 2019 Australian Contact Centre Benchmark Report surveyed 143 Contact Centre Managers and
Executives across a wide range of industry segments, including Government, Health and Education,
Financial Services, Services including Utilities and Telcos, and Consumer Products. Key findings from
the survey include:
 Overall growth in 2020 is expected to be 5%
 Outsourcing continues to grow, and the majority of organisations now prefer on-shore locations
for outsourcing (78%)

 Phone interactions have decreased slightly as the increase of multi-channel interaction continues,
although Australians still prefer voice by a wide margin (71% of interactions were over the phone)
 Organisations are focusing on retaining staff through flexible work arrangements such as working
from home
 The technology that will see the most investment this year is webchat (31%)
Although most Australian organisations surveyed operate one contact centre, this is trending slightly
downwards as the use of multiple contact centres rises. The Financial Services industry, in particular,
is seeing a marked increase in the use of multiple centres. The number of contact centre seats is also
rising, with the biggest growth seen in centres operating 20-99 sets. Services organisations, including
Utilities and Telcos continue to operate the most significant number of seats.
Cost of Operations & Revenue Generation
The study reveals that Australian contact centres are willing to spend more to improve their
operations. Organisations are spending the most on Human Resources with over a third of
respondents planning to increase their overall budgets this year. The need to increase budgets can be
correlated with the widening awareness of the importance of Customer Experience (CX.)
The majority of revenue is generated via inbound contacts, but outbound revenue generation is on
the rise.
Outsourcing
Almost a quarter of organisations are outsourcing some contact centre functionality to third-party
providers with after-hours contact as the most commonly outsourced function. Government, Health
and Education is the most likely sector to outsource after hours, and Financial Services is the least.
Over three-quarters of organisations utilise on-shore outsourcing, with the majority of outsourcing
used for after-hours contact. Due to differing time zones, offshore locations are preferable for after-
hours contact. The most used countries for outsourcing for Australian organisations are The
Philippines and India, although the Philippines has seen a drop-in use in the past four years.
The Rise of the Multichannel
In 2018, the rise of the multi-channel will continue as organisations plan to expand the number of
customer interaction channels available. While almost all organisations will continue investment in
phone and email as primary channels, there will be marked increases in the use of social media, self-
service, web chat, SMS, smartphone apps and chatbots. This reflects a trend seen in the US, where
digital channels are slowly superseding the phone in the contact centre. It is thought that Millennials'
preference for digital channels is driving this change.
Technology
Organisations are continuing to use technology as a means to improve CX. The most commonly used
technologies are interactive voice response, followed by call recording, automatic call distributor, an E-
learning system and Customer Relationship Management (CRM) tools. Around two-thirds are using a
knowledge/content management system or customer survey tools and approximately half are using

workforce management tools. The least used technologies are biometric identification, video, and
speech recognition/ analytics.
"The rise in digital channels can be seen in the tech that organisations are purchasing," said Bauer.
"Almost a third of contact centres are investing in web chat technology, and we predict that by 2020
81% of Australian contact centres will be using this technology. Overall, it is good to see Australian
contact centres both acknowledging the importance of CX and investing in tech-driven ways to
improve it."
(Source: IBIS world: https://www.ibisworld.com.au/industry-trends/market-research-

reports/administrative-support-services/call-centre-operation.html )
The Call Centre Operation industry has performed well over the past five years, despite intensifying
competition from offshore operators. Many client businesses have been outsourcing their marketing,
information and customer interaction services to offshore call centres, particularly in India and the
Philippines. Offshore firms in these countries generally operate with far lower labour and overhead
costs, and these cost savings can be passed on to Australian client businesses in the form of lower
prices. However, a large number of local businesses and government agencies continue to use
domestic call centre services. An emphasis on high-quality and value-added services has benefited
industry participants over the past five years.
Industry Statistics & Market Size
 Revenue $1bn
 Annual Growth 13-18 3.4%
 Employment 11,070
 Businesses 559
Industry Threats & Opportunities
 Industry firms have benefited from greater demand for quality local call centre services
 Revenue is influenced by demand, business confidence and consumer sentiment
 Total business profit and business process outsourcing are forecast to increase steadily
Positioning
ABC Contact Services provides reliable, dependable, 24/7 reception, contact handling and customer
support services at an affordable rate. The client's contact needs are genuinely taken care of,
increasing time resource to attend to other crucial business areas.
ABC's current market share of B2B contact services contracting in Australia is 3%. The company has
been successfully operating since 2017 and has grown its customer base by an average of 25% in
each year in operation.
A situation analysis report revealed that ABC is very well placed to increase market share to 7% by
mid-2021, focusing on contact services provided to micro-businesses. While there are many

competitors in the market, the points of difference for ABC are the consistent and reliable quality of
service, with price as a secondary selling point. Most competitors fail to meet customer service level
expectations (90% and above), while ABC maintained good results.
Client satisfaction measures from market analysis (separate from customer satisfaction data from the
optional end of call interviews) indicate that ABC consistently meets or exceeds expectations.
However, brand awareness itself is not high among non-clients; other brands perform similar services
and have higher recognition levels.
ABC's brand and positioning have developed slowly until now. Still, the growth of the market and the
improved service levels of the contact centre present a prime opportunity to increase market share by
increasing brand awareness for reliability and quality among micro-businesses in Australia.
Uniqueness drivers
 Reliability of service
 High levels of customer satisfaction
 24/7 operation
 Increase focus on B2B contracts with Micro-businesses
 Australian owned and operated
 Range of services that can support a variety of clients' needs
Risks summary
 Financial risk, if unsuccessful in implementing the strategic and business plan (over-exposure in a
time of growth)
 Abuse of system – ensure clear terms and conditions, fully costed for all possible outcomes. An
internal audit has revealed that policy and procedures need a full review and legal advice is
required to improve the terms of the contract with customers
 Scope creep in time and staff resources allocated to implementation negatively affecting the
profitability. There is a lack of knowledge of project management practices.
Profit and Loss summary
Having just passed almost 4 years since beginning operations, ABC's financial health is steadily
improving from the start-up phase in the first year in operation.
The Profit and Loss for the past two financial years are reported below:

ABC Contact Service
Income statement
for 12 months ending
2018/19 2019/20
Revenue
Sales 9,980,100 11,613,600
Less Cost of goods Sold 3,106,680 3,650,000
Gross Profit 6,873,420 7,963,600
Expense
Wages 4,550,000 5,550,000
Superannuation 432,250 527,250
Payroll Tax 190,363 238,863
Rent 450,000 450,000
Marketing 120,000 150,000
Repairs 12,600 12,900
Cleaning 53,000 54,000
Utilities 26,890 35,050
Accounting Fees 58,000 51,000
Insurance 67,530 65,730

Interest 10,987 12,378
Depreciation 124,578 294,485
Total Expenses 6,096,198 7,441,656
Net Profit Before Tax 777,222 521,944
Company Tax 233,167 156,583
Net Profit After Tax 544,055 365,361

Balance Sheet
2017/18
ABC Contact Service
2019/20 Statement of financial position
as at 30 June
2018/19 2019/20
Assets
Current Assets
Bank 323,721 400,000
Investment Account 1,000,500 1,200,000
Debtors 965,840 1,120,762
Prepayments 33,765 32,865
Total Current Assets 2,323,826 2,753,627
Non Current Assets

IT Equipment 600,000 600,000
Accumulated Depn - IT Equipment (10,000) (250,895)
Motor Vehicle 123,000 123,000
Accumulated Depn - Motor Vehicle (9,500) (19,000)
Furniture & Fittings 86,979 86,979
Accumulated Depn - Furniture & Fittings (6,500) (13,000)
Office Equipment 500,000 520,000
Accumulated Depn - Office Equipment (63,000) (100,590)
Total Non Current Assets 1,220,979 946,494
TOTAL ASSETS 3,544,805 3,700,121
Liabilities
Current Liabilities
Creditors 180,123 105,000
GST Collected 249,503 290,340
GST Paid (18,012) (10,500)
Superannuation payable 108,063 131,813
Payroll Tax payable 47,591 59,716
Company Tax payable 58,292 39,146
Total Current Liabilities 625,560 615,515
Non Current Liabilities

Bank Loan 300,000 100,000
Total Non Current Liabilities 300,000 100,000
TOTAL LIABILITIES 925,560 715,515
Equity
Owner Equity / Shareholders Equity 120,000 120,000
Retained Earning 1,955,190 2,499,245
Current Year Earnings 544,055 365,361
Total Equity 2,619,245 2,984,606
Account receivable aging report
31-60 days
Customer Total A/R Current 0-30 Overdue overdue 61+ overdue
1 $ 95,000.00 $ 85,000.00 $ 10,000.00
2 $ 55,000.00 $ 55,000.00
3 $ 35,000.00 $ 35,000.00
4 $ 37,300.00 $ 37,300.00
5 $ 65,000.00 $ 65,000.00
6 $ 70,000.00 $ 70,000.00
7 $ 15,000.00 $ 15,000.00
8 $ 30,000.00 $ 30,000.00
9 $ 51,000.00 $ 50,000.00 $ 1,000.00
10 $ 22,000.00 $ 22,000.00
11 $ 14,685.00 $ 8,370.00 $ 6,315.00
12 $ 70,000.00 $ 20,000.00 $ 50,000.00
Other $ 560,777.00 $ 560,777.00
Total $ 1,120,762.00 $ 1,018,447.00 $ 17,315.00 $ - $ 85,000.00
Cash Flow Statement Data

Current Reporting Period
© www.excel-skills.com.au
Income Statement 2019 2018
Turnover 11,613,600 9,980,100
Cost of sales (3,650,000) (3,106,680)
Gross profit 7,963,600.00 6,873,420.00
Depreciation (294,485.00) (124,578.00)
(7,134,793.00 (5,960,633.00
Administrative and selling expenses ) )
Interest expense (12,378.00) (10,987.00)

Investment income - -
Profit before taxation 521,944.00 777,222.00
Taxes on income (156,583.00) (233,167.00)
Profit 365,361.00 544,055.00
Dividends paid - -
Retained Earnings 365,361.00 544,055.00
Balance Sheet 2019 2018
Assets
Cash and cash equivalents 400,000.00 323,721.00
Accounts receivable 1,120,762.00 965,840.00
Prepayments 32,865.00 33,765.00
Inventory - -
Portfolio investments 1,200,000.00 1,000,500.00

Property, plant and equipment at
cost 1,329,979.00 1,309,979.00
Accumulated depreciation (383,485.00) (89,000.00)
Property, plant and equipment net 946,494.00 1,220,979.00
3,700,121.0 3,544,805.0
Total assets 0 0
Notes:
Cash flow, tax, and other financial health checks on the year's financial data found no inconsistencies
and the organisation to be in good overall financial health.
 During the period, surplus cash flow has been used to retire long term debt
 Depreciation increase is due to the accelerated depreciation, or write down in value, of the
existing assets.

 Overall sales budget are set by the business plan.
 Financial lodgement and payment dates will be met according to ATO:

https://www.ato.gov.au/Business/Reports-and-returns/Due-dates-for-lodging-and-paying/Due-
dates-by-topic/
Business plan summary
This plan contains the outline of the business plan for ABC Contact Services.
The situation analysis revealed that ABC is very well placed to increase market share from 3% to
7% by the end of 2020/2021 financial year for contact services provided to micro-businesses. While
there are many competitors in the market, the points of difference for ABC are the consistent and
reliable quality of service, with price as a secondary selling point. Most competitors fail to meet
customer service level expectations (90% and above), while ABC has achieved a 93% average
customer satisfaction rate in the last 6 months.
The market opportunity this plan recommends is to develop and run a referral discount scheme for
existing clients, gaining them a discount on their contract renewal price by securing a contract from a
contact. This is to leverage the existing high levels of customer satisfaction into increased brand
awareness, trust and sales.
Marketing strategies to deliver the plan will be through direct marketing to existing clients and a mix
of internet and social media marketing, plus industry-specific promotional activities, ensuring the most
return on the costs of developing and sharing the materials.
Advertising is expected to increase. A financial injection of funds to support strategic and business
planning is recommended.
1. Budget for an inflation increase of 2% per annum. All cost that is subject to inflation should
reflect this going further.
2. Sales growth is expected to maintain the same growth as the previous year between 2018/19 and
2019/20—Conservative estimate.
3. Expectation to hire more customer support agents and call centre team leaders to meet future
growth and demand. Total increase in wages will be $115,000 across 3 new employees by
December 2020.
4. Reduction of loan by $20,000 in the 1st quarter using profits generated by the business.
5. Increase in wages and salary by 1.9% in line with CPI.
6. The expectation that market share will continue to increase to 7%. This is will be, in part,
achieved by increasing advertising expenditure by 12% (by March 2021).
7. A loan was taken out at the start 2017 for $300,000. The loan had the following terms:

 For the first year 3.6% would be paid in interest.
 The second year 4.1% would be paid in interest.
 Each year after the second year 5.6% would be paid in interest per annum for the remainder
of the loan period.
Sales and Profit information
The below is information pulled from the previous year's financial reports with detailed expectations
for the following financial year. They include historical expense relationships and any current statutory
compliance requirements.
 Overall sales for the 2020/21 budget are set by the business plan. Sales should be apportioned
across the quarters with the same percentage as achieved in 2019/20. This was:
2019/2
Qtr. 1 Qtr. 2 Qtr. 3 Qtr. 4
0
2,305,0 2,987,5 2,791,2 3,529,8 11,613,6
00 00 80 20 00
 Accounting fees been negotiated to
have a 1% increase over last year's amount. This will be paid in equal parts each quarter.
 Depreciation is expected to stay the same. This will be accrued in equal parts each quarter.
 Advertising is going to increase as per the business plan. It will be paid in equal parts each
quarter.
 As inflation is increasing the following will also be increasing, as per the business plan. They will
be accumulated in equal amounts each quarter:
o Insurance
o Cleaning and Supplies
o Repairs
o Rent
o Utilities
 Superannuation is 9.5% of wages and salaries for each quarter.
 Company tax is 30% of net profit for each quarter.

 State payroll tax is 4.85%, only when wages exceed $625,000 per annum.
Strategic and operational goals
Organisational and marketing goals/objectives
 Increase brand awareness
 Develop digital B2B marketing
 Promote brand position through satisfaction rates over competitors
 Increase market share to 7% by end 2020/2021
 Improve the efficiency of the accounting department by implementing a new commercially

available financial management software.


BSBOPS501+ +Assessment+Task+2+V4+Digital+Marketing

Uploaded by

Copyright:

Available Formats

BSBOPS501+ +Assessment+Task+2+V4+Digital+Marketing

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

BSBOPS501+ +Assessment+Task+2+V4+Digital+Marketing

Uploaded by

Copyright:

Available Formats

What is the referral discount scheme being proposed?

What is the referral discount scheme being proposed?

What are the financial expectations for the coming year?

What are the financial expectations for the coming year?

Assessment

------OFFICE USE ONLY-----

BSBOPS501 - Manage business resources V3 2021 Page 2

◻ Student requested reasonable adjustment for the assessment

Marking Sheet Comments

 Pre-meeting notes in Task 2.1

The student actively participated in the meeting ☐ ☐ ☐

BSBOPS501 - Manage business resources V3 2021 Page 3

This is evidenced by:

The student met with the CEO: ☐ ☐ ☐

The plans are approved provided that agreed

Demonstrated ability to: ☐ ☐ ☐

BSBOPS501 - Manage business resources V3 2021 Page 4

This is evidenced by:

Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐

BSBOPS501 - Manage business resources V3 2021 Page 5

Task summary and instructions

What is this You are an experienced Business Consultant with project

You will collaborate with different business units within the

 Be the project manager for the projects

As part of your role, you will focus on managing business resources

 Analyse resource requirements

Task 2 focuses on the first two points above.

Please refer to Appendix 1 and the policies and procedures provided

Please note that the performance evidence for this unit of

This task comprises of the following assessment methods:

BSBOPS501 - Manage business resources V3 2021 Page 6

It has been designed to evaluate your ability to/competency in:

 Develop resource bids according to required outputs specified in

Your assessor will be looking for demonstrated evidence of your

You are required to address the following:

• Task 2.2 Develop resource plans

o Develop resource plans

o Consult with stakeholders and obtain approval for plans

Although the assessment requires group collaboration to simulate a

BSBOPS501 - Manage business resources V3 2021 Page 7

What do I need to do  submit the completed assessment tasks, according to instructions,

Specifications You must deliver/participate in:

 Meet with the Project Sponsors in week 2

You must submit to GOALS

BSBOPS501 - Manage business resources V3 2021 Page 8

Complete the following activities:

 Be the project manager for the projects

 Analyse resource requirements

Task 2 focuses on the first two points above.

Project Business Objectives Details

BSBOPS501 - Manage business resources V3 2021 Page 9

 Project Manager: You

BSBOPS501 - Manage business resources V3 2021 Page 10

3 Online Learning o Upskill current  Select and implement an online

 Project Manager: You

BSBOPS501 - Manage business resources V3 2021 Page 11

Read Appendix 1 and the requirements for the three projects.

Before the meeting:

Summarise your notes in the space provided below:

BSBOPS501 - Manage business resources V3 2021 Page 12