BSBRSK501 Manage Risk Assessment 3

Another risk identified in the risk management plan is increased costs to the business through inefficiencies in resources usage. Given that the business is set to expand, it is of key importance that resources are used sustainably and efficiently. The CEO wants to implement the risk treatment of measuring the company’s environmental sustainability and resource usage, commencing with the head office location.

• Low customer satisfaction

A further risk identified as a priority is the any threat to customer satisfaction. Given that the business is expanding, customer satisfaction will be crucial. The risk treatment identified is to develop a customer questionnaire that can be used to measure customer satisfaction.

You have been directed to implement strategies to reduce the risks posed.

Complete the following activities:

1. Write a report on staff training options

Review the case study information and then research a range of potential training options for the customer service representatives, including both on and off the job options. Identify at least three suitable options.

Then develop a short report outlining your recommended option/s for the training, including a rationale for each recommendation.

Include the details of each recommended training option, including a summary of the training to be provided and outcomes, location, costs and duration as applicable.

Save this document as Staff Training Report.

As a guide, your staff training report should be 1 to 2 pages long.

2. Undertake an inspection of head office

Assume that, given the CEO’s concerns, you are to complete an inspection of head office (this will be the RTO as the simulated environment) to identify environmental sustainability and resource usage issues and to identify and report on possible solutions.

You will therefore undertake an inspection of the RTO facility using the environmental sustainability and resource Usage Record Template.

Record at least 3 actual or potential environmental sustainability and resource usage issues that you found during activity one.

Your assessor will advise you of the date and time of the inspection and will observe you conducting the inspection.

3. Develop a customer questionnaire.

You are required to develop a questionnaire that can be given to customers to fill out when they have made a purchase in one of NatureCare’s retail outlets.

The questionnaire should contain eight questions that measure customer satisfaction and can be answered on a sliding scale from 1 (which is don’t agree at all) to 10 (which is totally agree).

Customers should be able to circle the most appropriate response with a pen or pencil while they are in the shop and hand it back to the sales personnel when they are finished.

Develop questions that encompass as many aspects of the customer’s experience as possible.

Use language that is polite and friendly.

There should be a space under the questions for responders to give written feedback on their experience(s) if they wish.

Create a new Word document for this activity and save it as Customer Questionnaire.

The questionnaire should fit on two sides of an A4 page.

4. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachments and seek their feedback and approval to move forward with the project.

Attach the following to the email:

• staff training report
• usage record
• customer questionnaire

The CEO will send you an email providing comments and approval to proceed with the training course that they select from your report.

It is six months later, and you are monitoring the implementation of the risk treatments to ensure sufficient qualified staff, a sustainable and efficient workplace and high customer satisfaction.

Assume also that both managers participated in a formal, nationally recognised course in management, which they completed over the last six months.

You have been provided with the following information by your team, which you will use to monitor the implementation of the action plan:

• The new Human Resources Manager has provided you with performance review information for the two Managers in a Performance Review Results Memo, as well as a staff survey conducted to assess employee satisfaction in a Staff Survey Results Memo.
• The Marketing Manager has provided you with sales analysis for the last six months in a Sales Data Analysis Memo, as well as a memo about a recent customer survey. Customer Survey Results Memo
• The Office Manager has provided you with a Sustainability Report.

5. Write a risk monitoring report.

In order to monitor the implementation of your action plan you are required to review the following documents:

• Customer Survey Results Memo
• Sales Data Analysis Memo
• Staff Survey Results Memo
• Performance Review Results Memo
• Sustainability Report

Develop a risk monitoring report that provides a summary of the data provided to you and document what the data shows in relation to the effectiveness of the action plan.

Identify any additional risk control measures, which you believe should be put in place as relevant.

Your report should be 1 to 2 pages long.

6. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachment.