BSBRSK501: Manage Risk - Risk Management Plan - Customer Service Representatives - Management Assignment Help

Assignment Task:

Task summary
For this task, you are required to implement a control measure and complete an evaluation.
PART A – IMPLEMENTATION

Assume that one of the risks you identified in your risk management plan was the inability to attract sufficiently qualified and knowledgeable staff to manage the new retail stores. The risk treatment identified was to invest in the training and development of existing staff to fulfill this role at least in the short term.
It was identified that at least two of the existing customer service representatives are interested in taking on this new role.
Neither of the two customer service representatives has managerial skills and knowledge but they both have an excellent company and product knowledge, as well as customer service skills.
1. Research training options.
Review the case study information and research a range of potential training options for the customer service representatives. Identify three suitable options.
2. Develop a short report to the CEO (your assessor) outlining your recommended option/s for the training, including a rationale for your recommendation/s. 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. Include details of how you will monitor the training and ensure the outcomes will be met. If you have recommended on-the-job options you will need to outline a brief plan for undertaking this form of training.
3. Send your report to the CEO (your assessor) via email with a covering email explaining the purpose of the report and seeking agreement to proceed with your recommended options
4. Imagine that your report has now been approved; send an email to each of the customer service representatives outlining the arrangements of the training agreed upon (send this to your assessor).

PART B – EVALUATION
1. The next part of this assessment task requires you to review the effectiveness of the implemented treatment by reviewing the following information. Assume that a staff survey has been sent to the two members of staff completing the training. You are required to review and analyze the completed surveys provided on the next page and send a further short report to the CEO via email. Based on your review and analysis, you should comment on the effectiveness of the training undertaken by the staff members to date and your recommendations for any further actions. Note that the measure of success of this initiative was identified to be that the staff will have successfully completed training and feel able to step into the new roles. You should therefore also comment on the effectiveness of the measure in this regard. Submit to your assessor.
2. Write an evaluation report about the entire risk management process and how you feel you managed it. Include an evaluation of:

• The research you undertook and sources used.
• The meeting with your colleagues to identify and agree on risks including treatments and actions.
• The development of your risk management plan, monitoring, and evaluation processes.
• Discuss what you believe you did well, how you may be able to improve next time you manage risk and what you learned from the process. Submit this evaluation to your assessor.

3. Send a screenshot to your assessor of all of the documentation for this project filed and stored in electronic folders neatly labeled and organized to demonstrate that you can manage and maintain project documentation.

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