-St.Peter .St .Peter Inslitule. Student Assessment Academia of knowledge and wisdom Student Assessment Academia of knowledge and wisdom acquiring five new clients per month There also appears to be some further issues relating to the time in responding to complaints and maintain a 90% retention rate of our existing customers identifying and implementing procedures to address issues identified through complaints. grow our business financially by 25% implement three new services for our clients Operation Issues grow our workforce to support new services and expected growth. Excessive wastage of paper has been reported The Employee lounge has too many resources that are being ordered and then wasted such as paper cups etc. The energy usage has been increasing manifolds. Operational Performance Data.docx Staff Turnover Analysis OPERATIONAL PERFORMANCE DATA For the previous year Strategic Goal Performance Measures at the start of the year, there were 27 employees Business data is gathered every quarter and reported to managing director for review. The first two at the end of the year, there were 29 employees quarter's results of strategic goals performance are provided below: two new roles at the organisation were created Performance measurement there were two employees that left throughout the year. Goal st Quarter 2nd Quarter Annual staff turnover ratio: 2 + 29 x 100 = 6.89%. Reasons for leaving for the two employees were given as follows: Acquire five new clients per Two new clients per month I Two new clients per month month moved interstate. left to raise family. Maintain 90% customer 80% retention rate 75% retention rate For the current year: retention rate At the start of the year there were 29 employees Grow business by 25% The financial growth of 5% The financial growth of 15% at the end of the year there were 29 employees Implement three new services No new services implemented No new services implemented there were six employees that left throughout the year. Annual staff turnover ratio: 6 + 29 x 100 = 20.69% Grow the workforce to 32 Workforce numbers stable at Workforce numbers increased employees 29. to 30 Reasons for leaving for the six employees were given as follows: low pay - got a higher paying job at a competitor Reduce Carbon footprint by No reduction seen No reduction seen 10% high workload expectations - feeling overwhelmed and stressed feeling undervalued and not being listened to by management job did not meet expectations Service Delivery Issues growth opportunities not available " An average of five client complaints is received each month. moved with family overseas. Complaints generally relate to the following themes: - customer service staff are unable to provide adequate service advice - customer service staff are not friendly at times lengthy wait times on the telephone to discuss services or chase up appointment scheduling Task 1: Identify the relevant stakeholders and write an email to them describing the opportunity and advising everyone to come up with at least one business innovation idea that would also identify as an improvement differences between appointment stated and actual appointment time staff member is turning up on. opportunity for ASA operations. Also advise of a team meeting date & time to discuss these ideas. BSBSTR601 Student Assessment V1.0 January 2022 Page 6 of 9 BSBSTR601 Student Assessment V1.0 January 2022 Page 7 of 9inslitule. -. St Peter Inslitule. Student Assessment Academia of knowledge and wisdom Student Assessment Academia of knowledge and wisdom Assessment Task 2 - Project chance if a number of team members are involved in generating ideas and thus asked you to consult relevant stakeholders. ASA prides itself on its key values, including a strong commitment to quality, customer service, innovation The following Assessment Task use a simulated business called Angel Solutions Australia (ASA). To complete and excellence, and a satisfied workforce. the tasks, you will need to access information, templates, and policies and procedures found on the ASA. Your assessor will provide you with the entire simulated business documents pack. However, we are facing a number of issues. I have summarised these issues below: For this assessment, you will play the role of Gina Zhang, Business Development Specialist for Angel Solutions high number of customer complaints Australia (ASA). ASA is a consultancy service providing assistance with compliance, finances, human high staff turnover & personnel burnout resources, information technology and other business needs to ensure that businesses have the expertise and not meeting strategic goals support that they need to survive and prosper. You should familiarise yourself with what ASA does, the company's services and history, its organisational structure and its employees. Ensure that you read the ASA high carbon footprint Business Plan to understand the company's mission, vision and business objectives. To this end, I want you to refer to the strategic goals of the organisation, and the operational performance Part A - Stakeholder consultation to identify business improvement data that I have attached, so you have an understanding of where things stand currently, and where the organisation wants to go. Read the following email and its attachments, then complete the tasks that follow: Kind regards To: Gina Zhang (gina.zhang@asa.com.au) Nicole Thomas PA to MD From: Nicole Thomas (nocole.thomas@asa.com.au) Bourke Street, Melb Phone: 1000 111 222 Date/time: Monday 11:19 a.m. Attachments Subject: Projects to Identify Innovative Practices Attachments: Strategic Plan Overview.docx, Operational Performance Data.docx Strategic Plan Overview.docx STRATEGIC PLAN OVERVIEW Good morning Gina, Mission statement: Helping businesses to help themselves The Australian Government Department of Innovation, Industry, Science and Research has recently Vision statement: To become Australia's largest business advocate. developed a Business Fund to support innovation in small to medium sized businesses. To meet the criteria of the funding offer the idea is required to support sustainable practices and take maximum advantage of Core Values new opportunities that are emerging in the global economy. The idea could: Our commitment is to: Demonstrate potential to deliver a net economic benefit implement innovation and excellence Lead to increases in productivity provide ways to help customers grow, so they are successful Create jobs or transition staff to skilled roles empower and inspire our customers Support the growth of the organisation through increased supply chain engagement behave honestly with respect for all individuals . Improve the services delivered act professionally with our customers, and each other continually pursue new knowledge and share this openly with others. The ASA board has also identified a lack of innovation in our business operations. As this is an opportunity Strategic Plan 20XX for the organisation to receive a grant for innovation, the MD has asked you to gather innovative ideas or concepts that offer the possibility of benefiting the organisation. The MD believes that ASA will have a higher Strategic objectives for this year include: BSBSTR601 Student Assessment V1.0 January 2022 Page 4 of 9 BSBSTR601 Student Assessment V1.0 January 2022 Page 5 of 9