coordinate learning and development task 3 coordinate learning and development pe

Task 3: Coordinate learning and development Performance objective You will need to demonstrate the skills and knowledge required to coordinate individual or group learning and development. Assessment description In response to a simulated business scenario, you will: prepare a skills gap analysis sheet develop a training/learning plan deliver a training program identify a service provider monitor service providers performance take remedial actions write a report Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 2 of 13 Procedure 1. You are working as HR Manager at Australian Hardware (http://simulations.ibsa.org.au/australian_hardware/). Based on the given job description and your developed KPIs in Task 1, prepare a skills gap analysis sheet for your retail assistants. You can use the given template. 2. Your team leaders have conducted skills gap analysis for their retail assistants and it has been identified that all of them require training in: a. Complaint handling skills b. Use of EFTPOS machine c. Telephone manners You have decided to organise a training program for them. Develop a training/ learning and development plan using the given template. 3. Organise time with your assessor and group of 4-5 class-mates to deliver the training program according to your developed learning & development plan. Make sure to: a. outline the objectives of the training program b. meet the needs of your learners c. present information that is consistent with Australian Hardware policies and procedures d. use a range of facilitation methods to cater for different learning styles e. follow the timeframe you outlined in the session plan. Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 3 of 13 4. Australian Hardware is using database (software) named Oracle for their HR department. For your own performance improvement, you are considering to do a short course (10-15days) in Oracle. Conduct internet research and locate three training providers in Melbourne and determine which provider you would contract for performance development. Why do you think this provider would be the best to contract? How did you come to this decision? You can use the given template. While making recommendations, please ensure that you are following the business/ operational plans and the organisational policies. 5. Read the following scenario: You are the Human Resources Manager at Australian Hardware. An external training provider Train Your Way Up has been contracted to provide Sales training. Three months of pilot training has been delivered so far. While reviewing the effectiveness of the training, you identified following issues: Description Outcome First 3 months Target Final Target Number of employees trained in new sales model 100 350 4,000 Number of employees trained in sustainability practices 100 350 4,000 Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 4 of 13 Average assessment score of trainees completing the training 87% 95% 95% Manager observation of trainees skills on-the-job (use of the new sales model; knowledge of sustainability practices) Randomised observations show that 45% of trainees apply some features of the sales model they were trained in and there is only 30% use or mention of sustainability practices 95% 80% Customer awareness of sustainability practices 68% of customers are aware of sustainability practices 95% 95% Customer experience satisfaction ratings 67% of customers report being satisfied with their Australian Hardware shopping experience 95% 95% Write an email to the CEO of Train Your Way Up (TYWU) expressing your dissatisfaction on the training programs progress and effectiveness. Ask them to submit a recovery plan within 7 days and ensure the required results are achieved within next 30 days. TYWU will be responsible to pay for all the expenses incurred in reaching up to the required performance level, including a penalty of $100,000 (5% of the total $2 million fee) to offset costs that will be incurred by Australian Hardware as a result of the underperformance of the training program to-date. You would like to get fortnightly progress report from TYWU in future. 6. Its been over sixteen months now. TYWU is delivering the training program according to the required standards. They have also paid the penalty and costs involved in retraining under-performing employees during the first batch of their training sessions. Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 5 of 13 They are sending you fortnightly reports and your team leaders are happy with the newly trained staff members performance. Write a single page report for your CEO about the success of the training program so far. Talk about the obstacles you encountered and how you addressed them. Forecast the overall outcome of the training program. Your report should have the following basic components: Executive Summary Details Conclusion Specifications You should submit: 1. a skills gap analysis sheet (1) 2. a learning and development plan [training plan] (2) 3. a role-play observation evidence sheet (3) 4. a service provider shortlisting sheet (4) 5. an email to CEO of TYWU (5) 6. a report for your CEO (6) Your assessor will be looking for your knowledge and understanding of the following performance criteria: Train relevant groups and individuals to monitor performance, identify performance gaps, provide feedback and manage talent Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 6 of 13 Design and develop learning and development plans and strategies to encourage effective employee performance Deliver learning and development plans according to agreed timeframes, ensuring achievement of specified outcomes Contract appropriate providers for performance development, as identified by plans and according to organisational policy Monitor learning and development activities to ensure compliance with quality assurance standards Negotiate remedial action with providers, where necessary Generate reports to advise appropriate managers on progress and success rates of activities You will be required to demonstrate your following skills throughout the assessment: Reading skills Writing skills Oral communication skills Numeracy skills Navigating the world of work skills Interaction with others skills Get the work done ABN – 31 114 584 940 RTO Provider – 91153 CRICOS Code: 02672K Level 2,396 Pitt Street, Sydney NSW 2000 Australia Tel: +61 2 9264 2223 Email:
[emailprotected]
Web: www.greenwichcollege.com.au TEMPLATES SKILLS GAP ANALYSIS Position Title Department Employee Name Manager Name Competency Current Status (If not performing up to the required levels, explain what is missing and what should be improved) Tick the appropriate box Lacks knowledge or skills/ full learning required Need Improvement/ Partial learning required Competent/ No learning required Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 8 of 13 Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 9 of 13 SERVICE PROVIDER SHORTLISTING Purpose of the program Proposed start date Proposed end date Budget Provider Name Positive Points Negative Points Timeframe Total cost Conclusion Shortlisted Provider name Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 10 of 13 Why do you think this provider would be the best to contract? How did you come to this decision? Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 11 of 13 LEARNING & DEVELOPMENT PLAN Training Program Name Department Position titles of participants Number of attendees Proposed start date Proposed end date Proposed venue Responsible person & his/her title that will be delivering the program. If outsourcing, provide the details. Training objectives Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 12 of 13 Develop and manage performance-management processes – BSBHRM512 V4- 2017 Page 13 of 13

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