You are to assume the role of a loyal and long-term sales supervisor who manages a fun and energetic sales team of six at a successful family owned stationery and office requirements business. You have a wealth of experience and knowledge in the industry. It is your role to ensure the sales team are actively and successfully seeking new business while maintaining their existing clients and looking for ways on how to improve the services. Most of the customer contact is made over the phone, with one sales representative on the road who visit's clients.

The sales team reports back to you with this month's customer feedback. It is obvious there is an enormous growth in mistakes. A number of clients have complained about picking errors or not receiving their deliveries at all.

Brian, the Director of the family business, is apprehensive that clients will abandon the company and sales will decline. Both Brian and you know you have to take measures to ameliorate their services.

You are required to record the processes and steps he/she would take to carry out this task by working through the performance criteria listed for this unit.

You are to supply at least one example of evidence of the ability to:

relevant legislation, regulations, standards and codes

relevant workplace documentation and resources

case studies and, where possible, real situations

interaction with others

Below are the criteria required as evidence for your portfolio, make sure you clearly read and define each point and include all relevant documentation in your portfolio.

Portfolio contents must be organised in a logical sequence.

The information you include in this portfolio should be typed and presented in a neat and tidy manner.

Identify risks

By identifying the context for risk management

By identifying risks using tools, ensuring all reasonable steps have been taken to identify all risks

By documenting identified risks in accordance with relevant policies, procedures, legislation and standards

Analyse and evaluate risks

By analysing and documenting risks in consultation with relevant stakeholders

By undertaking risk categorisation and determine level of risk

By documenting analysis processes and outcomes

Treat risks

By determining appropriate control measures for risks and assessing for strengths and weaknesses

By identifying control measures for all risks

By refering risks relevant to whole of organisation or having an impact beyond own work responsibilities and area of operation to others as per established policies and procedures

By choosing and implementing control measures for own area of operation and/or responsibilities

By preparing and implementing treatment plans

Monitor and review effectiveness of risk treatment/s

By regularly reviewing implemented treatment/s against measures of success

By using review results to improve the treatment of risks

By providing assistance to auditing risk in own area of operation

By monitoring and reviewing management of risk in own area of operation