BSBWOR502 Lead and Manage team effectiveness Assessment Task 2- Project

You received an email from Nancy Tooket, managing director of retail operations.

Subject: Improving team effectiveness


As we move into the new financial year, we have many challenges to address in order to meet our business goals. One strategy I would like to implement is to improve team effectiveness at the retail outlet level.

Our current approach is to delegate the management of teamsin the retail outlets to the outlet managers. This will still be the case, but I would like all outlet managers to go through a process of documenting the approaches, methods, strategies and plans that they will use in leading and managing the teams at the retail outlets.

This process of documentation will allow retail outlet managers to formalize their approach to team leadership and use this documentation as a framework to evaluate their team leadership performance. It will also allow the organization, as a whole, to learn what is working and what to improve our leadership skills.

Please refer to the instructions to the candidate section that follows for an outline of the tasks you are required to do. These tasks relate to how you, as the retail outlet manager, will lead and manage the effectiveness of your teams through the implementation of our current operational plan.


Nancy Tooket

Managing director: Retail operations

Instructions to the candidate

You will need to access and read the following Bizops policies and templates:

Organization operational plan

Performance and development plan template

See the resources required section for how to access these.

Complete each of the following tasks in the context of your role as a retail outlet manager at

Bizops and collate all of your responses into a single document.

Question 1.

Prepare a briefing document that outlines your understanding of the team purpose, role, responsibilities and accountabilities in accordance with organizational goals, plans and objectives. This document should be appropriate to distribute to team members as a consultation process to establish a common understanding.

Question 2.

Prepare a performance plan to establish the expected outcomes, outputs, key performance indicators (KPIs) and goals for the work team.

Question 3.

Outline what strategies you will use to support team members in meeting expected performance outcomes. These strategies should address any formal and informal learning requirements.

Question 4.

Outline the strategies you will use to ensure team members have an input into the planning, decision-making and operational aspects of their work.

Question 5.

Outline the strategies you will use to encourage team members to participate in and to take responsibility for team activities, including communication processes.

Question 6.

Bizops currently has no policies or procedures that outline how the organization supports or implements processes to develop and facilitate team cohesion, or to allow team members to take responsibility for their own work or assist others to perform required roles and responsibilities.


Last updated: Sep 2023

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responsibility for their own work or assist others to perform required roles and responsibilities.

Prepare a draft policy and set of procedures that would achieve this. It may be relevant to utilise information that has already been documented in completing tasks 1-5 above.

Question 7.

Bizops currently has formal feedback process that is documented in the performance improvement and development plan template. Senior managers feel this form is not appropriate as a mechanism to provide feedback to team members that encourages, values and rewards individual and team efforts and contributions.

Outline what leadership techniques and strategies you would use to provide feedback and encourages, values and reward members of your team.

Question 8.

Outline the process that you would use to ensure that issues, concerns and problems identified by team members are recognized and addressed.

Question 9.

Bizops expects its retail outlet managers to lead by example. Outline how you will ensure you own contribution to the work team serves as a role model for others and enhances the organisations image for all stakeholders.

Question 10.

Outline how you will facilitate communication processes with each of the stakeholder groups outlined in the current Bizops operational plan.

Question 11.

Outline how you will facilitate a two-way flow of information on team performance issues between your team and senior management.

The final documents you submit for assessment will be assessed using the project criteria provided. All project criteria outlined must be covered satisfactorily for this assessment to be completed.


BizOps Enterprises Operational Plan Overview

1.0 Executive Summary

BizOps has 150 retail, online and phone sale outlets that sell a range of exclusive products across Australia that are branded as BizOps.

The business provides its customers with high quality and innovative products and services. Wherever possible we provide our customers with a greensolution and service. We employ sustainable business practices.

1.1 BizOps Mission

BizOps is committed to:

providing high quality and innovative products and services to customers

meeting the changing needs of customers

offering innovative product solutions

delivering speedy and personalised service

employing professional and enthusiastic staff

providing clean and greenproducts and services



Last updated: Sep 2023

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