Scenario

Congratulations! You are starting in a role at BizOps as a delivery driver today. You are working in the Deliveries Department, which is part of the Warehouse Department. The deliveries manager is Simon Green.

Each morning you start at 7.30 am, and begin by planning your duties.

You are given a map showing where your deliveries are and a schedule of the requested drop- off times. This will help you plan your deliveries for the day. You will need to make sure you allow time for the other duties that are part of your job description.

The Deliveries Department strives to maintain good customer relationships, with great communication with the customers and within the organisation. Overall, they have a 97% satisfaction score from customers for customer service.

The department is also proud of its record for making deliveries on time. Currently they have a 94% rating from customers for on-time deliveries.

Simon believes that great teamwork has contributed to the department's results and is pleased with the 96% staff satisfaction results within the department.

Part 2: Evaluate work performance

In this part, you will meet with colleagues to get feedback and report work plan variations to your manager.

Scenario

The day started well-you made all your deliveries on time. You stopped for your lunch break at 12.30 pm, before starting your afternoon deliveries, but your lunch in the park was interrupted as it started to rain.

A storm had set in and the rain was very heavy, so there was a lot of water on the road and it became hard to see the road ahead. You had to slow down to drive safely.

Due to the weather and poor driving conditions, the traffic had slowed down to a crawl. There had also been a small accident further ahead that was adding to the slow flow of traffic.

You had considered taking another route, but with the bad weather, you thought it was unlikely the roads would be any better. You became quite stressed because you were driving in these conditions, you were not able to get the deliveries to the customers on time, and the customers were unhappy with the service

The following were the delivery times:

DELIVERY

Delivery A Delivery B Delivery C Delivery D Delivery E Delivery F Delivery G Delivery H

EXPECTED TIME

10.00am Before 12.00 midday 09.00am 12.30pm 08.30am Before 3pm Before 2pm Between 1-2pm

ACTUAL TIME

10.00am 10.15am 09.00am 12.30pm 08.30am 3.15pm 2.45pm 2.15pm

Part 3: Coordinate personal development

In this part, you will conduct a self-evaluation and use feedback to identify areas of personal and professional development.

Scenario

Simon Green, the deliveries manager, has replied to your email with some suggestions and instructions.

Hi, Thank you for the email detailing the variation to your work plan.

Situations like driving in bad weather, meeting deadlines and dealing with unhappy customers can all be a cause of stress. At BizOps we want to make sure that we are helping you to maintain a healthy, safe and happy working environment.

We have a program in place for employees called the Employee Assistance Program (EAP) that you may find of some benefit. The details of the website can be found on the organisational document BSBPEF301 EAP. The website has some great links and tip sheets that may assist with managing stress, amongst other things.

As this is an important topic, and I feel other staff may benefit from the information, I would like you to research the following:

Sources of stress

Support available (according to organisational policies)

Tips to manage stress

I would like you to document your findings so that we could share this at one of our staff meetings.

About the late delivery times, it is standard procedure to contact the customer to advise any change to the delivery times requested. You did not say you had done this, but you did say that delivering late to the customer had contributed to your stress levels.

I would like you to perform a self-assessment to identify some opportunities for personal and professional development. You are doing well in most areas of the role. I have identified the following areas that you could develop further to gain some control and confidence in:

Managing stress

Customer service

Communication (with customers).

We will be conducting training sessions throughout the year but I would like you to work on some development on your own before then.

This development can be added to your Professional Development file when completed. Please contact me if you would like to discuss any of this further.

Task 3: Part 1, Step 2

Work Plan

Name of employee:
Name of supervisor/manager:
Date of work plan:	24/03/2023
Task to be completed In order of priority	Time requested (time delivery or task must be done by)	Time allocated (only if known)	Task type Delivery (D) or Procedure (P)	Any issues affecting completion? (traffic, location, timing, workload)	Completed Y or N
	Completed Delivery time (Add the time of delivery)

Task 3: Part 2, Step 3

Email template

To:

From:

Subject:

Task 3: Part 3, Step 1

Stress Research template

Sources of stress What causes stress?
Support available according to organisational policy and procedure. How does BizOps assist with managing stress? What support do they offer?
Tips on how to manage stress What activities could you do to manage stress?
Research sources:

Task 3: Part 3, Step 2

Personal Development Plan

PERSONAL DEVELOPMENT PLAN
Name:	Position
Career Goals (from your Work goals sheet)
Feedback received	Date of feedback/ who was it from
Skills Audit A: I have accomplished this skill/demonstrate high competency B: I have this skill/competency, but some improvements could be made	C: I need to improve this skill/competency D: I need to put in considerable work to develop this skill/competency E: I need to acquire this skill/develop this competency
Skill / Competency	Rating
Customer service
Driving in dry conditions
Driving in wet conditions
Driving in hazardous conditions
Time management and planning
Strong verbal communication in my workplace
Strong verbal communication with customers
Work well under pressure
Positive attitude
Action plan for development
Development goal	Personal or Professional	When By	How will you achieve it
Further training and development needs
Signature:	Date:

Task 3: Part 3, Step 3

Development Record

DEVELOPMENT RECORD
Name:		Department:
Date	Development Area	Type of development Webinar, Training, online course, instructional video, Ted Talk, Article, Newsletter, Magazine	Source Provide links or references	Key Points What did you learn
	Customer Service
	Stress
	Communication (with customers)