Unit of competency details

Release 

Comments 

Release 2 

New release of this Qualification released with version 6 of BSB07 Business Services Training Package.

Outdated advice removed

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

ELEMENT 

PERFORMANCE CRITERIA 

1. Analyse the current situation and evaluate alternatives

1.1. Use a broad range of information sources to identify best practice  criteria and examples

1.2. Analyse current performance against best practice to identify improvement and business opportunities

1.3. Identify operating requirements and constraints imposed by internal and external customers and suppliers

1.4. Review and evaluate existing strategic and operating plans to identify opportunities for improvement

1.5. Propose viable alternatives to improve current situation and to exploit opportunities

2. Set objectives in alignment with corporate aims

2.1. Develop business objectives which represent business needs and global trends

2.2. Identify business objectives which support corporate aims

2.3. Consult with key stakeholders  and other relevant parties to ensure consensus on objectives

2.4. Ensure objectives reflect a competitive position in the global market

3. Prepare a business plan

3.1. Develop a business plan based on agreed business objectives

3.2. Translate business objectives into a feasible strategy

3.3. Address all relevant operations in plans and justify any not addressed

3.4. Identify clear profitability, productivity and performance targets in line with objectives

3.5. Identify financial, physical and human resources requirements to implement strategies

3.6. Include appropriate feedback and customer satisfaction measurement methods in business plan

3.7. Comply with enterprise requirements for business planning

3.8. Identify risks  posed by business plans

3.9. Incorporate risk management strategies for identified risks

4. Present a business plan to senior management

4.1. Deliver an effective written and oral presentation of a business plan

4.2. Focus on critical aspects of the plan in the presentation

4.3. Articulate and resolve specific concerns and needs raised about the plan

5. Implement and maintain a business plan

5.1. Communicate plan to team, engage team members with the plan and obtain buy in from the team

5.2. Establish action plans, systems and processes to implement business plan

5.3. Conduct measurement programs to assess performance against business plan

5.4. Adjust systems or processes in response to performance variations to maintain business plan

5.5. Conduct regular substantive reviews of systems and processes

5.6. Communicate performance results and issues arising to relevant stakeholders

Required skills 

• communication skills to conduct effective formal and informal meetings and to communicate effectively with personnel at all levels
• analytical skills to understand complex ideas and concepts, and to articulate ideas and information effectively
• consultation and negotiation skills to develop and implement business plan
• data and information gathering skills such as brainstorming, polling and interviewing
• information technology skills to effectively manage and analyse data and information
• leadership skills to gain trust, confidence and support of colleagues and clients
• presentation skills to develop and present reports or presentations that deal with numeracy skills to carry out analysis, and to produce graphs and presentations of workplace information and data to identify trends and patterns
• organisational skills to manage own tasks within timeframes
• problem-solving skills to create innovative solutions to problems that arise
• research and analytical skills to effectively undertake research and analysis of complex issues, options and information communication technology advances
• risk assessment and management skills to mitigate any risks that may impact on business plan outcome

Required knowledge 

• best practice or benchmarking principles
• corporate aims and objectives
• key personnel, stakeholders and resources
• organisational communication methods
• organisational, statutory, regulatory and legislative requirements
• principles of cost/benefit analysis
• recent or impending advances in technology
• risk management techniques.

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the following is essential:

• developing, implementing, controlling and monitoring a contact centre business plan
• knowledge of organisational, statutory, regulatory and legislative requirements.

Context of and specific resources for assessment 

Assessment must ensure:

• access to workplace information and data
• access to information and databases for analysis activities
• access to relevant legislation, standards and guidelines
• access to stakeholder feedback.

Method of assessment 

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

• direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
• review of business plan documentation
• oral and/or written questioning to assess knowledge of global trends and best practice
• review of stakeholder feedback
• review of communication plan and stakeholder understanding and knowledge of plan
• analysis of existing business plans
• review of documentation of business objectives
• direct observation of business plan presentation
• review of management documentation endorsing the business plan
• review of analysis of the performance of a business plan including statistical measurement.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Best practice  may include:

• business model and structure
• cost to serve
• customer satisfaction
• human resources management
• identifying areas with exemplary processes
• performance
• training
• use of technology

Stakeholders  may include:

• business unit staff (own team)
• enterprise employees at management level with an interest in operations and performance outcomes
• external clients and suppliers with an interest in business planning including contracting organisations, recruitment suppliers, software and equipment suppliers

Risks  may include:

• damage to property/equipment
• environmental
• equipment/system failures
• financial/economic loss/failure
• industrial disputation
• natural disasters
• occupational health and safety
• political events
• product failure
• professional incompetence
• security failure (including criminal activities)