Assessment Task 1: Written Questions Question 1 In relation to statistical analysis, what are "correlation calculations"?

Question 2 In statistical analysis, what is meant by long- term and short to medium-term trend analysis? Short - medium term trend analyses Long- term trend analyses Question 3 In relation to statistical analysis, what is "probability assessment"?

Question 4 In relation to statistical analysis, what is "dynamic programming"?

Question 5 In relation to statistical analysis, what is "linear programming"?

Question 6 In relation to statistical analysis, what is "queuing theory"?

Question 7 In relation to statistical analysis, what is "simulation"?

Question 8 Outline the four (4) key features of a management information systems Flexible Easy to use Versatile Collaborative Question 9 Outline the four (4) key features/ characteristics of a decision support systems Data Collection Data Management Data Analysis Data Presentation Question 10 Explain how you would use risk management plans and procedures to determine acceptable course of action

Question 11 Give two (2) examples of existing and two (2) examples of emerging technologies and how each of them can be used in knowledge and information management. Name of existing Technology Description of how this technology can be used in knowledge and information management Name of emerging Technology Question 12 Outline for each of the below legislation, regulations, standards and codes relevant to managing knowledge and information. Privacy Act 1988

Privacy Regulation 2013

International Organisation for Standardisation (ISO 9000)

Code of Practice for information security controls (ISO/IEC 27002: 2013)

**** END OF ASSESSMENT TASK 1 ****

Assessment Task 2: Case Study/ Roleplay Students Instructions: Case Study - Background Information Rufus and Emma Belcastran are the owners of CoffeeVille's in Meltown and have approached you for assistance. The business has been profitable and steadily expanding for the last four (4) years but recently, expenses have started to climb and sales have dropped. In the last three (3) months they have started to address the issue of rising expenses by evaluating and updating procedures and work practices in an effort to reduce costs. So far, their efforts have not had a significant impact on expenditure and their sales revenue continues to be below budget forecasts. It's January and the store is closed for summer holidays, (4 weeks). Emma and Rufus are using this down time to assess their business's operational and financial status in preparation for the year ahead. They have asked you to help them determine the best course of action to take and assist in the decision-making process. Activity 1 Case Study Questions For this task, you will need to review the case study background information and the following documents, and answer all six (6) case study questions: Handout - CoffeeVille Handout - Risk management plans and business impact analysis Handout - City of Meltown demographic Question 1 Review business performance data and identify the total net profit/loss, the business has made over the past 12 months.

Question 2 Review customer feedback and identify four (4) areas improvement. 1 2 3 4 Question 3 Review staff feedback and identify four (4) areas improvement. 1 2 3 4

Question 4a Identify, define and analyse four (4) of the businesses problems and issues. # Identify Problem/ Issue Define and Analyse the Problem/ Issue List a minimum of two (2) reasons why the identified problem/ issue has occurred 1 Explain 2 3 4

Question 4b Identify two (2) additional pieces of information you may require to reach a decision on the business problems/issues identified in question 4a. 1 2 Source : Question 5 Test information in the case study for reliability and validity. Outline how you tested the information provided to establish its reliability and validity. # Outline of how information was tested for reliability and validity 1

2 Minimum 50 word

Question 6 List below one (1) formal and one (1) informal network you utilised to access corporate knowledge on CoffeeVille, to source information not held in formal systems. Formal Network Please explain

Informal Network Please explain

Activity 2 Write a Report For this task, you will need to review the case study background information and access and review the following documents: Handout - CoffeeVille information Handout - Risk management plans and business impact analysis Handout - City of Meltown demographic Background: During the last 12 months the business has been showing a drop in the sales income, specifically in the last two (2) quarters. The prices of the materials and products are rising, E.g.: rent, food and wages. This has caused a fall in profit. Using the template provided as- Handout - CoffeeVille Report template (to be provided in soft copy) write a report for the Owners which include the following: 1) Establish clear objective for the business 2) Identify clear patterns and emerging trends (including cause and effect) 3) Use statistical analysis to determine customer needs 4) Complete a Sensitivity Analysis on coffee sales 5) Outline what adjustment/s will need to be made, to meet information processing objectives 6) Review the Risk Management Plan to determine course of action/s ***Insert your completed Handout - CoffeeVille Report template here*** CoffeeVille Report Report by: Student Name (Author) Organisation CoffeeVille Report for: 1. Objectives for Analysis Outline for this report clear objectives for analysis, which are relevant and consistent with business requirements. List a minimum of four (4) 1 2 3 4 2. Patterns and Emerging Trends 2.1 List a minimum of four (4) patterns and emerging trends you have identified in the Coffeeville data, and identify the cause and effect of each. # Pattern/ Emerging Trend Cause Effect 1 2 3 4 3. Statistical Analysis Using the data collected from the informal customer feedback, enter data into graph. What was the question asked, with the largest improvement percentage What was the question asked, with the smallest improvement percentage COFFEE PRICE - SENSITIVITY ANALYSIS Complete the sensitivity table below to establish the assumed optimum price for a coffee. Assumptions (per month) Number of coffees sold per month V's price per coffee Current Data Coffee Sold: 600 units Price: $7.50 Cost: $0.40 Note: Additional research has shown, that over 1000 coffee purchases per month, in this location is unlikely. Outcome of Analysis Outline your recommendation for individual coffee price, based on information in the Sensitivity Analysis 5. Adjustments Assuming your recommendation for individual coffee price (above) is adopted, list what adjustment/s will need to be made, to the Management information system, to meet information processing objectives. 6. Review Risk Management Plan Review Risk Management Plan and determine acceptable courses of action for each identified risk. Risk Description Outline Course of Action to Minimise/ Eliminate Risk Responsibility (Nominate who will be responsible for action) Emergence of a competitor within very close proximity. Food poisoning complaint/s from customers Changes to local customer demographics Changes to local economic environment Sales v's Price 600 700 800 900 1000 $7.50 $7.00 $6.50 $6.00 $5.50 $5.00 $4.50 Activity 3 Conduct a CoffeeVille Meeting (Roleplay) For this task you will need to conduct a Meeting (roleplay) and present your Report you developed in Activity 1 of this Assessment. Your assessor will advise you of the date and time to present your Report in a management meeting, and organise three (3) other students to play the role of key staff and specialists to assist in decision making. All of the attendees of this meeting have delegation/ accountability or responsibility for any decisions taken at the meeting. You must ensure all decisions at the meeting are consistent with the organisational guidelines and procedures, organisational objectives, values and standards. See Handout - CoffeeVille information, for more details. You may also be required to participate in other meeting for other students. During the meeting, you will be required to: 1) Present and discuss your report, sharing the information and outcomes of your analysis, using the language, tone and pace appropriate for the audience; 2) Confirm the information in the report, meets the needs of the meeting recipients/ attendees; 3) Discuss the development and documentation of a customer loyalty programme, (Establish format and timelines); 4) Discuss legal and organisational requirements for privacy and security, around the proposed customer loyalty programme. 5) Discuss how the customer loyalty programme database will be updated, and establish how regularly this database will be updated; 6) Discuss the development and implementation of a communication plans around the customer loyalty programme. 7) Ensure any decision/s made, are in accordance with the organisational guidelines and procedures, organisational objectives, values and standards; 8) Encourage discussions and apply listening and questioning techniques during the meeting. Roleplay Cast: As a minimum the following individuals will be at the meeting; - 1st Owner (Assessor) - 2nd Owner (Classmate) - Store Manager (Classmates) - External business consultant/ specialist (Classmate)

This page intentionally blank CoffeeVille Meeting (Roleplay) Observation Checklist Name of Student being assessed: (Chair) Location: Clinton Institute, Hobart Name of Assessor: Roleplay as 1st business owner Year Mohammad Other roles played: 2nd business owner Store Manager External business consultant/ specialist Assessors are to write "S" or "NYS" for each line item (row). If the student gets the item correct on the first attempt, the second and third attempt columns do not have to be completed. If a student gets the item correct on the second attempt, there will be a "NYS" on the first attempt, a "S" on the second attempt and the third attempt will be left blank. Students are allowed a total of three attempts. Note that to obtain a satisfactory outcome for this assessment activity, students must achieve a satisfactory outcome for every line item and each sub point. Date: 27-01-2022 Did the Student: Comment if required Attempt 1 Attempt 2 Attempt 3 1. Present and discuss their report. Share information and the outcomes of their analysis using language, tone and pace appropriate to audience 2. Confirm the information in the report, meets the needs of the recipients/ meeting attendees 3. Discuss the development and documentation of a customer loyalty programme 4. Discuss legal and organisational requirements for privacy and security, around the proposed customer loyalty programme 5. Discuss how the customer loyalty programme database will be updated, and establish how regularly this database will be updated 6. Discuss the development and implementation of a communication plans around the customer loyalty programme 7. Ensure any decision/s made, are in accordance with the organisational guidelines and procedures, organisational objectives, values and standards 8. Encourage discussions and apply listening and questioning techniques during the meeting Outcome for Task: Satisfactory OR Not yet satisfactory Assessors Comments (Assessors must insert a comment to explain any instance where a student does not achieve a satisfactory outcome for a specific item). Assessors Signature:

Date: 27-01-2022 Date: 27-01-2022 Did the Student: Comment if required Attempt 1 Attempt 2 Attempt 3 1. Present and discuss their report. Share information and the outcomes of their analysis using language, tone and pace appropriate to audience 2. Confirm the information in the report, meets the needs of the recipients/ meeting attendees 3. Discuss the development and documentation of a customer loyalty programme 4. Discuss legal and organisational requirements for privacy and security, around the proposed customer loyalty programme 5. Discuss how the customer loyalty programme database will be updated, and establish how regularly this database will be updated 6. Discuss the development and implementation of a communication plans around the customer loyalty programme 7. Ensure any decision/s made, are in accordance with the organisational guidelines and procedures, organisational objectives, values and standards 8. Encourage discussions and apply listening and questioning techniques during the meeting Outcome for Task: Satisfactory OR Not yet satisfactory Assessors Comments (Assessors must insert a comment to explain any instance where a student does not achieve a satisfactory outcome for a specific item). Assessors Signature: Date: 27-01-2022 Activity 4 Develop a Management Information System (Customer Loyalty Programme) For this task you will need to use the information discussed in Activity 3 meeting (roleplay), to develop a Customer Loyalty Programme. Using the template provided as- Handout - Customer Loyalty Programme template complete the following requirements: 1) Outline the Customer Loyalty Programme, including; format, timelines and the use of technology for optimum efficiency and quality. 2) Outline strategies, of how you will ensure the information will be kept up-to-date, accurate and sufficient. 3) Outline how the programme will adhere to confidentiality / privacy policies outlining in the CoffeeVille Guidelines, in the transmission/ release of information. 4) Document how the database will be updated and how regularly. 5) Outline how you the programme knowledge will be maintaining, ensuring the security and storage of the information meets legislative requirements 6) Outline how you will test the system/s and ensure its customer reading, prior to implementation. ***Insert your completed Customer Loyalty Programme template here*** ****END OF ASSESSMENT TASK 2 **** What do I need to hand in for this task? Have I completed this? Activity 1: Completed Six (6) Questions Activity 2: Report Activity 3: Conduct Meeting (Roleplay) Activity 4: Customer Loyalty Programme this page intentionally blank BSBINS601 Student Assessment Book v1.0 Clinton Institute 2021 Page 5 Assessment Task Cover Sheet - Assessment Task 3 Student: Please fill out your details and date of submission and complete the declaration. Keep a copy of your submission. Student Name Student ID Date of submission 30-01-2022 Qualification BSB60420 Advanced Diploma of Leadership and Management Unit(s) BSBINS601 Manage Knowledge and Information Student declaration I __________________________________________declare that this is my own work and: None of this work has been completed by any other person. I have not cheated or plagiarised the work or colluded with any other student/s. I have correctly referenced all resources and reference texts throughout these assessment tasks. I understand that if I am found to be in breach of policy, disciplinary action may be taken against me. Student Signature: Assessor to complete Assessment requirements Satisfactory/ Not satisfactory Attempt (pls circle) Activity 1: Develop Communication Plan 1 2 3 Activity 2: Review and update Communication Plan 1 2 3 Activity 3: Update database 1 2 3 Overall Outcome for Assessment Task 3: ASSESSOR FEEDBACK - Detail any gaps identified and any reassessment requirements (if more space is required, continue on reverse of this page) Assessors: Please provide a copy of this cover sheet to the student with assessment results and feedback. The original copy must be supplied to the office and kept on the student's file with the evidence.

Task summary: For this assessment you must continue with the same business model which you used for Assessment Task 2, as you will need to rely on the same data that you identified in the Case Study. You are required to complete the following three (3) assessment activities: Activity 1: Develop a Communication Plan Activity 2: Revise your Communication Plan Activity 3: Update a database You will be given six (6) hours in total to complete this assessment, which may be undertaken in more than one session. Resources and equipment required to complete this assessment Computer and Microsoft Office Access to the internet Handout - Communication Plan template Handout - Communication Plan update V2.0 template Handout - Database Note: Clinton Institute will provide all the forementioned to complete this assessment When and where do I complete this task? This task is to be completed in the classroom. Your assessor will advise on the date(s) and time(s) of the assessment. , which may be undertaken in more than one session. What do I need to submit and do? What you need to do: What evidence is required: Develop a Communication Plan You need to submit your Communication Plan Revise the Communication Plan You need to submit your Revised Communication Plan Update the Database You need to submit your completed database Decision Making Rules Assessors will compare student responses/performance with the model responses and performance descriptors contained in the Assessors Marking Guide. Your responses do not have to be verbatim (unless otherwise specified), but must convey the same meaning as each component listed. Similarly, you do not have to perform exactly as described in the marking guide (unless otherwise specified), but you must address each performance components listed. You must achieve a satisfactory result for every question and component to achieve a satisfactory result for this assessment activity. What happens if I get something wrong? If your assessor sees that you have not completed all parts of this task satisfactorily, the details of resubmission will be discussed with you directly.

Assessment Task 3: Case Study/ Project Use the information from Assessment Task 2, to compete the following three (3) activities; Activity 1 Develop a Communication Plan For this task you will need to develop a Communication Plan for the new Customer Loyalty Programme to disseminate to the staff on their return from holidays. Use the template provided as- Handout - Communication Plan template to complete your Communication Plan. List a minimum of six (6) Note: Once completed, disseminate information to the director (your Assessor) Activity 2 Review and update Communication Plan Background Information You have been asked to review the communication plan regularly. It is 2 weeks into the 4-week implementation process and the Director has decided to invest in "Goodie", loyalty software rewards system to replace the paper loyalty cards and mange through the "Goodie" App, which will be tailored for CoffeeVille. Features to be communicated to the staff include the following: Removal of Loyalty cards which needed to be stamped Customer Loyalty Programme will be managed from the "Goodie" software and data uploaded Accordingly Goodie Software is a secure platform, which meets legislation, regulation, standard requirements Goodie Software includes the following features: - Capability to ran reports and evaluate the success of the programme - Track and reconcile points - Send customer incentive coupons directly to customers - Receive customer feedback in real-time 1) Review and update the Communication Plan according to the changes above; ***Insert your completed Communication Plan update V2.0 template here*** This page intentionally blank Activity 3 Update database Background: The authorised individual who regularly updates the customer database, is unfortunately able to update the database due to health issues and you have been asked to complete this task in their absence. Use the soft copy h provided as- Handout - Database to enter the below information, ensuring the following: 1) Data is accurately entered 2) Data is saved correctly to ensure it is retrievable 3) Print the completed spreadsheet 4) Disseminate completed information to the organisation (your assessor) List of verified customers & email addresses Karen Taylor &..9@reception.com.au Wendy Taylor &..r@optusnet.com Stacey Grant &..t@administration.edu.au Abd al Hakim &..4@hotmail.com David Grayson david.grayson@abc plumbing.com Peter Evans &..s@highstyleinternational.com Naomi Smith &..i@daceplus.net.au Li Cheng &..c@kitestream.vic.gov.au Armani Khalil &..2@outlook.com Raresh Dimofte &..e@catipillar.com.au Rashi Singh &..s@financialstrongco.cmau Mia Kaur &..r@hairandbeautie.com.au