Enhance College of Technology

Enhance Professional Training Pty Ltd

ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Assessment 2 – Oral Presentation

Student Name Student ID Number

Unit Start Date Unit End Date

Assessment Due Date Date Submitted

This cover sheet is to be completed by the student and assessor and used as a record to
determine student competency in this assessment task

The assessment process and tasks were fully explained. Yes / No

I am aware of which evidence will be collected and how. Yes / No

I am aware of my right to appeal an assessment decision. Yes / No

I am aware that I can locate the RTO’s Complaints and Appeals Policy and Procedure on Yes / No
their website at (insert website address)

I have discussed any additional educational support or reasonable adjustments I require in

order to undertake this assessment with the Student Support Services Officer and Trainer /
Yes / No
Assessor, (if applicable). e.g. Student Handbook and Access and Equity Policy (insert website
address)

I have access to all required resources? Yes / No

Cheating & Plagiarism Declaration

Student Declaration: In accordance with the RTO’s Plagiarism Policy, I hereby acknowledge by signing this
declaration that I have not cheated or plagiarised any work regarding the assessment tasks undertaken in this
unit of competency except where the work has been correctly acknowledged.
NOTE: Student must sign this prior to submitting their assessments to the assessor

Signature Date: _____ / ______ / 20______

Assessment Satisfactory or Not Yet Satisfactory

Results (Please circle the assessment result for this task)

Feedback to Student - Please provide general feedback on the Student’s performance

Student Declaration: - I verify that the work completed is Assessor Declaration: - I verify that I have adequately
my own and that I was adequately informed of the explained and negotiated the assessment tasks with the
assessment process prior to commencing this assessment student prior to commencing assessment.
task.

Student Name: Assessor’s Name:

Student Signature Date Assessor Signature Date

Page 1 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
 Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Student Guide for Oral Presentation Assessment

Instructions Instructions to include, but not limited to:

1. Student will be assessed in a classroom environment.
2. Ensure the student is aware of the assessment requirements at the commencement
of the unit
3. The students are required to work alone to answer questions.
4. The questions are aimed at testing the student’s knowledge of leading and
managing organisational change.
5. This oral presentation assessment comprising of a questions that need to be
answered in a 10-15 minute PowerPoint presentation format using the provided
business scenario.
6. The student is required to complete the 10-15 minute PowerPoint presentation
assessment for this unit of competency. To complete this task, the student will need
to answer the 13 questions in this oral presentation assessment in their own words
in an electronic PowerPoint document.
7. The student answers should be recorded in the student oral presentation
assessment question booklet.
8. After the student has successfully completed the oral presentation assessment,
they must present the PowerPoint document to the Trainer/Assessor for evidence.
9. The student will receive up to two (2) attempts at this assessment task. Should the
1st attempt be Not Yet Satisfactory (NYS), the Trainer/Assessor will provide
feedback and will arrange a date for the student 2nd attempt. If the student 2nd
attempt is Not Yet Satisfactory (NYS), or the student fail to attend of date scheduled
for the 2nd attempt, the student will receive an overall unsatisfactory result for this
assessment task.
10. In special circumstances this oral presentation assessment may be delivered as a
video or skype submission in which the assessor shall mark the assessment and
identify the assessment was presented in a form other than in prescribed face to
face classroom setting.

Task/s to be The tasks you will be observed undertaking are:

assessed
- one PowerPoint presentation of 10 – 15 minutes in length containing analysis and change
management project plan.

- explain the change management process or cycle and outline strategies for communicating
and embedding that change
- explain components of the change management project plan
- explain specific organisational requirements
- outline potential barriers to change
- demonstrate leadership skills to gain acceptance of plan and gain trust

- demonstrate planning and organising skills

- utilise problem-solving skills to identify and respond to barriers to change and analyse risks

- use verbal communication skills to describe and promote change

management plan.

Oral Questioning During the assessment your assessor will ask you oral questions that will address the
knowledge aspects of the unit of competency. You will respond orally, and your assessor
may record your response or use your response to determine sufficient under pinning
knowledge.
Topics will include:

Page 2 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
 Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]
- explain the change management process or cycle and outline strategies for communicating
and embedding that change
- explain components of the change management project plan

- explain specific organisational requirements

- outline potential barriers to change

Time allowed On average, the Assessment should take 3-4 hours to complete

Location Assessment will be completed in a classroom under the supervision of a trainer/assessor.

Decision making To achieve a satisfactory outcome, you must be able to: -

rules
- Explain the change management process or cycle and strategies for communicating and embedding
change;
- Explain how organisational behaviour and the external environment can impact on change
strategies;
- Describe the components of a change management project plan;
- List potential barriers to change and explain possible strategies to address barriers.
Expected answers to oral questions are indicative of the correct answer.
Your assessor will be looking for the following in this assessment task: -
You must lead and manage organisational change for specific applications that follows
workplace procedures to meet required outcomes. This includes:
- Identify change requirements and opportunities
• Identify strategic change needs through an analysis of organisational objectives
• Review existing policies and practices against strategic objectives to identify where changes
are required
• Monitor the external environment to identify events or trends that impact on the achievement
of organisational objectives
• Identify major operational change requirements due to performance gaps, business
opportunities or threats, or management decisions
• Review and prioritise change requirements or opportunities with relevant managers
• Consult stakeholders, specialists and experts to assist in the identification of major change
requirements and opportunities
- Develop change management strategy
• Undertake cost-benefit analysis for high priority change requirements and opportunities
• Undertake risk analysis and apply problem solving and innovation skills to identify barriers to
change and agree and records mitigation strategies
• Develop change management project plan
• Obtain approvals from relevant authorities to confirm the change management process
• Assign resources to the project and agree reporting protocols with relevant managers
- Implement change management strategy
• Develop communication or education plan, in consultation with relevant groups and
individuals, to promote the benefits of the change to the organisation and to minimise loss
• Arrange and manage activities to deliver the communication or education plans to relevant
groups and individuals
• Consult with relevant groups and individuals for input into the change process
• Identify and respond to barriers to the change according to risk management plans
• Action interventions and activities set out in project plan according to project timetable
• Activate strategies for embedding the change
• Conduct regular evaluation and review and modify project plan where appropriate to achieve
change program objectives

Page 3 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
 Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Performance The assessment methods must be by direct observation of tasks on required skills and
Observation knowledge to ensure correct interpretation and application. Your Assessor will observe you
Criteria for on the following observations:
Assessment Task
• Analyse and interpret information about the organisations internal and external environment
and consult with stakeholders to identify requirements and opportunities for changes that
support organisational objectives;
• Prioritise opportunities for changes with input from managers;
• Develop a change management project plan for the priority changes incorporating resource
requirements, risk management and timelines;
• Develop strategies to communicate or educate the changes and embed them;
• Obtain approvals and agree reporting protocols with relevant managers and implement the
plan including addressing barriers to change;
• Review and evaluate the change management project plan and modify as needed to achieve
objectives;

Assessment Assessors must satisfy NVR/AQTF assessor requirements.

conditions
Competency is to be assessed in the workplace or a simulated environment that accurately
reflects performance in a real workplace setting.
Assessment must include direct observation of tasks.
Where assessment of competency includes third-party evidence, individuals must provide
evidence that links them to the leadership or management of organisational change that the
student has performed.
Assessors must verify performance evidence through questioning on skills and knowledge
to ensure correct interpretation and application.

Resources required The following equipment will be made available to students:

- Simulated or workplace documentation and resources
- Office equipment, materials and software packages (such as laptops, WiFi,
Microsoft Suite – specifically PowerPoint)
- Case studies to examine or real workplace situations to analyze
- Interaction with coworkers, students or other individuals.

Results/Re- • Your Assessor will grade as either S – Satisfactory or NYS – Not Yet Satisfactory
assessment for the assessment. In all cases your Assessor will provide you with feedback.
• Only when all assessment tasks have been graded as S – Satisfactory you will be
deemed C – Competent in the final result of the unit of competency; if you do not
satisfactorily complete all the assessment tasks you will be deemed NYC – Not Yet
Competent.
• If the evidence is graded as NYS – Not Yet Satisfactory you will be required to re-
submit the evidence. In this case, you will be provided with clear and constructive
feedback based on the assessment decision so that they can improve your skills /
knowledge prior to reassessment.
• Where a ‘NYS – Not Yet Satisfactory’ judgement is made, you will be given
guidance on steps to take to improve your performance and provided the
opportunity to resubmit evidence to demonstrate competence. The assessor will
determine and discuss the reasons for NYS – Not Yet Satisfactory on any of the
criteria and will assess you through a different method of assessment e.g.
verbal/oral questioning, problem solving exercises.

Reasonable Assessor may adjust assessment conditions (as required) to suit workplace objectives
Adjustment provided that the integrity of the task is maintained.

Page 4 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Assessment 2 – Oral Presentation

Using the scenario information supplied, you will undertake a cost–benefit analysis
for high-priority change requirements, undertake a risk analysis, identify barriers, and
develop mitigation strategies. You will develop a change management project plan,
assign resources and develop a reporting process. You will then present your
analysis and project plan to management for approval.

You must complete:

- one PowerPoint presentation, 10 – 15 minutes in length, containing analysis and
change management project plan.

You will be assessed on your abilities to perform the following:

- explain the change management process or cycle and outline strategies for
communicating and embedding that change
- explain components of the change management project plan
- explain specific organisational requirements
- outline potential barriers to change
- demonstrate leadership skills to gain acceptance of plan and gain trust
- demonstrate planning and organising skills
- utilise problem-solving skills to identify and respond to barriers to change and analyse
risks
- use verbal communication skills to describe and promote change
management plan.

Page 5 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Develop Change Management Strategy

Did the Student Perform the Following: S NYS Comments

Delivered a 10–15 minute PowerPoint presentation within

the required time limit.

Submitted a copy of the PowerPoint presentation

Identify change goals and specify:
● who/what is impacted (people, processes, technology,
structure)

● how they are impacted

● when the impacts will be realised?
Undertake a cost-benefit analysis:
● identifying change requirements
● identifying costs of changes
● identifying risks
● identifying possible benefits of each change
● assessing the benefits against the costs and risks
● categorising changes?
Undertake a risk analysis:
● identifying the risks and barriers
● analysing and evaluating the risks and barriers
● identifying mitigation strategy?
Develop change management project plan:
● referring to two change management theories and justify
embed change

● conforming to theory and explaining how plan is in

conformity if not obvious or if it clashes with theory due to
special organisational needs?

Include stakeholder management plan:

● identifying key stakeholders and roles
● identifying commitment level
● identifying concerns and how these can be addressed
● outlining consultation methods for engaging identified
stakeholders?

Include communication plan:

Page 6 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

● identifying audience
● identifying message
● identifying when this communication will occur
● identifying how the message will be communicated (e.g.
email, face-to-face, newsletter)

● identifying person responsible?

Include training plan:
● identifying participants
● identifying skills the training will provide
● identifying when the training will occur
● identifying how the training will be delivered (e.g.
classroom, online, on-the-job)

● identifying person responsible?

Include in reporting plan:
● how candidate will measure success
● how candidate reached agreement for reporting protocols
with managers, including:

○ who the relevant managers are

○ who will submit information for reporting
○ who will produce the report
● how candidate will report success, including:
○ format of reports
○ when reports will be produced (weekly, fortnightly,
monthly)

● who will receive a copy of the report?

Include a list of resources (tools, supplies, etc)

All other supporting documents, if required, have been

submitted

Ask approval for change management strategy

Page 7 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Assessment 2 – PowerPoint Presentation

Task

It is the end of the 2015 financial year. You are an external change management consultant
employed by Fast Track Couriers. You have been asked by the General Manager to develop
a change management strategy and present the strategy to management for approval.
Management has identified the following high-priority change requirements.
● Goal A:

Implement PDA/GPS usage (productivity function) on truck fleet in the first quarter of
the 2016 financial year.
● Goal B:

Implement one person per truck policy using automatic lift gates in the first quarter of
the financial year.

Achievement of these goals should increase net profit in the next financial year by $200,000
due to increased efficiencies and increased business.
Goal A is essential to the business to ensure (in priority order):
1. most efficient use of resources to cover market needs. Management will look at more
than the raw hours spent on job, and consider all factors such as job difficulty, traffic
conditions, etc., in order to optimize fleet usage
2. job performance measurement for training needs
3. recognition of outstanding performance (bonuses for exceeding targets;
advancement/leadership opportunities).

Goal B is essential to the business to ensure:

● most efficient use of resources to cover market needs

● reduced need to hire external truckers; use of present employees as much as possible

● reduced possibility of lifting injury.

The change management strategy, once approved by the General Manager, should be
implemented immediately.

Page 8 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

1. Review the simulated workplace information for Fast Track Couriers.

2. Develop a change management strategy for Fast Track, which you will present to
management (your assessor) for approval, by following steps 3–8 below.
3. Identify change goals and specify:
a. who/what is impacted
b. how they are impacted
c. when the impacts will be realised.
4. Identify the change goals you have identified are related to the organisation’s strategic
goals.
5. Undertake a cost-benefit analysis of the change requirements. Include:
a. the change requirements
b. the costs of changes
c. risks
d. the possible benefits of each change
e. assessment of the benefits against the costs and risks
f. categorised changes:
i. feasible (F)
ii. maybe feasible (MF)
iii. not feasible (NF).
6. Undertake a risk analysis of the change requirements:
a. identify the risks and barriers
b. analyse and evaluate the risks and barriers
c. identify mitigation strategy.
7. Develop a change management project plan. In order to justify your plan, include a
brief explanation of the change management theory/methodology followed to embed
change. Your plan must reflect theory and you must be prepared to explain to
management how key elements of your plan, such as stakeholder management,
communication, and education/training plans, show elements of a particular theory.

Page 9 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

8. Include the following components in your plan.

a. Stakeholder management.
i. Identify key stakeholders and roles.
ii. Identify commitment level.
iii. Identify concerns/issues (and how these will be addressed).
iv. Develop consultation methods for engaging identified stakeholders.
b. Communication plan:
i. audience
ii. message
iii. when this communication will occur
iv. how the message will be communicated (e.g. email, face to face,
newsletter)
v. person responsible.
c. Education/training plan:
i. participants
ii. the skills the training will provide
iii. when the training will occur
iv. how the training will be delivered (e.g. classroom, online, on-the-job)
v. person responsible.
9. Your project plan should also include a measuring/reporting strategy. Measurement
and reporting strategy should include:
a. how you will measure success
b. how you have reached agreement for reporting protocols with managers
including:
i. who the relevant managers are
ii. who will submit information for reporting
iii. who will produce the report
c. how you will report success including:
i. format of reports
ii. when reports will be produced (weekly, fortnightly, monthly)
iii. who will receive a copy of the report.

Page 10 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

10. Finally, your project plan should also include a list of resources (tools, supplies, etc.)
11. Deliver a formal presentation that is 10 – 15 minutes in length (using PowerPoint) to
management (your assessor) to gain approval for your change management strategy.
Your assessor will approve your strategy based on your completion of this assessment
task and satisfaction of specifications of this assessment.
12. Ask for authorization to implement strategy.
13. Submit all documents to your assessor as per the specifications below. Ensure you
keep a copy of all work submitted for your records.

Page 11 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Assessment Tools & Resources

People/structure
Fast Track Couriers has implemented and recruited the people required to fill the roles in the
following organisational structure:

General
manager/CFO

Human Resources
manager

Sales manager Trucking manager Office manager

Sales team (3) Trucking team (20) Accountant

Administrative
support/reception

Managerial duties/role description

General manager/CFO Oversees company; approves major business decisions
such as strategic goals, change management initiatives;
reports to board of directors; prepares financial reports.
HR manager Oversees and implements change management programs;
collect feedback, assessment results, and all other data
regarding change management; provides report to the
General Manager on implementation of major changes;
oversees recruitment.
Sales manager Coordinates sales team; provides sales team training;
manages performance of sales team.
Trucking/operations manager Coordinates activities of trucking team; manages
performance of trucking team; compiles productivity
reports; manages operations, authorises purchasing of
operational equipment, etc.
Office manager Coordinates activities of accountant and administrative
support. Authorises payroll.

Resourcing/budget
The budget for implementing the change strategy (excluding cost of new trucks, technology
and lift gates, lost productivity from truckers) is $25,000. Overruns must be approved by
General Manager.
You will be employed for two weeks full-time (40 hrs/week) and 8 hours a week until end of
the first quarter.
Page 12 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Resources:
The following resources are available for your use:

Resource Cost Availability

Project analyst/manager $100/hour Length of project, as needed
(you).
Trucking manager (Bob – Length of project, as needed
Rogers).
Sales team member – Length of project, as needed
with high-level oral and
written communication
skills to assist new
Human Resources
manager (Jessica
Smith).
New Human Resources –
manager (Peggy
Anderson).
PDA/GPS trainer (Jack $150/hour Length of project, as needed
MacDonald).
Lift gates trainer (Erin $150/hour Length of project, as needed
Mitchell).
Head office training – 2nd week of July 2011 only
rooms equipped with
training supplies for five
participants.
PDA/GPS device, – Length of project, as needed
based at office.
One new truck with – Length of project, as needed
tailgate based at office

Other resources must be requested for approval by General Manager.

Education/training
● Goal A: Implement PDA/GPS usage (productivity function) on truck fleet in the first
quarter of the 2016 financial year. Requires a half-day training session.
● Goal B: Implement one person per truck policy using automatic lift gates in the first
quarter of the financial year. Requires a half-day training session.

Project management reporting

The General Manager would like you to report to her on a daily basis in the initial week of the
project, and then weekly until the end of the first quarter. The HR manager should receive a
copy of this report.

Page 13 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Template
Fast Track Couriers policy mandates the use of the following project management template.
● Green: completed

● Amber: in progress

● Red: not completed.

Reporting element Measures Status

Change goal

Project management Delivery of project Overall status:

activities as per project
plan for each stream

- People

- Process

- Technology

- Structure

Stakeholder management Stakeholders engaged

and comfortable with
current position

Communication Communication plan

activities on schedule

Education Education plan activities

on schedule

Cost benefits Project budget on track

Cost benefits on track to
be realised

Risk management Risk management plan

effectively managing risk

Page 14 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Simulated Company Details

About Fast Track Couriers
Fast Track Couriers is a courier company that has been operating in New South Wales for
the last 15 years. Its primary business function is delivering medium to large size packages
across metropolitan Sydney.

Strategic plan goals

The organisation’s strategic goals are:
● to expand business in the metropolitan area so that small to medium package
deliveries market share increases by 7.5%.
● to expand the business to include small and medium package deliveries to regional
NSW.
● to develop an integrated approach to distribution management utilising technology
such as PDA devices and GPS.
● to develop and maintain a cohesive and well-motivated workforce.

Strategic goals are supported by the following operational and human resources goals.
Operational plan goals
● Testing of the distribution management system is to cease and allow implementation
within the first quarter of the 2016 financial year.
● The truck fleet will need to be expanded by 8 trucks within the 2016 financial year.

● Small distribution hubs will be positioned at Maitland, Goulburn, Nowra and Bathurst,
each manned by two employees within the next eighteen months.
● Fast Track Couriers will complete 20% of deliveries to regional locations in the next
three years.
Human resources goals
● Incorporating a Human Resources function to facilitate the changes in workforce
management in the first quarter of the 2016 financial year.
● Introducing professional development and training to achieve organisational goals and
promote understanding of organisation’s strategic goals in the first quarter of the
financial year.
● Eliminating industrial relations problems in the financial year. Concluding negotiations
with employees and union.
● Eliminating lifting injuries.

Page 15 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Employee profile (pre-changes)

Fast Track Couriers employs the following people:
● General manager (GM) – Generally on the road; never in office.

● Chief financial officer (CFO) – Reports to GM and keeps office hours; 9–5, Mon–Fri.

● Accountant – Reports to CFO and keeps office hours; 9–5, Mon–Fri.

● Truck drivers (x20) – Report to office.

● Office team manager – Reports to GM and keeps office hours; 9–5, Mon–Fri.

● Office team members (x5) – Perform administrative, sales, customer relationship

management duties. Monitor truck drivers and handle enquiries. Report to office team
manager.
Head office employees
● Covered under individual contracts.

● Salary range is $32,000–$75,000 annum.

● Small team of mainly female employees, ranging in age.

● Lots of opportunity to participate in learning and development programs due to

management support; however little desire to participate.
● High employee engagement scores. Employees cite team work and opportunities as
motivating factors affecting the business success.
Drivers
● Covered by an award.

● Salary $45,000 per annum.

● Heavily unionised.

● Employee demographics are all male employees aged 25–65.

● Little opportunity to participate in learning and development programs due to being on

the road; however, little to no interest in participating in development opportunities.
● Large number of workplace injuries due to heavy lifting.

● Low employee engagement scores. Drivers cite pay as an issue.

● Currently experiencing low turnover.

● History of industrial disputes regarding pay and previous change initiatives.

Page 16 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8
Enhance College of Technology
Enhance Professional Training Pty Ltd
ABN: 821 6587 1572 RTO: 41531 CRICOS: 03587K
2/35 Manilla Street, East Brisbane, Queensland 4169 Australia
Phone: 07 3895 8393 email: [email protected]

Background to workforce management and relations

The company communicates with employees via email for head office employees, and a
printed monthly newsletter for drivers. The company provides information regarding policies
and procedures through documented manuals that are held in each truck as an employee
manual. Office-based staff can access copies of these manuals at the office.
All trucks are fitted with a GPS system to assist drivers with navigating to each pick-up and
drop-off location. Trucks are also assigned a PDA that provides drivers with the details of
each pick-up and drop-off and records when a job starts and finishes. The data from this
device is sent back to head office to monitor job progress but is not used to complete
productivity reporting. When this device was introduced, drivers were not happy, as they felt
the organisation was saying that it did not trust the drivers to manually record the time spent
on each job. Many of the drivers also resented having to learn how to use the device and
thought it was a waste of time.
Head office employees work very closely together and are a very cohesive and motivated
team. They are positive about the organisation’s direction and respond well to change.
Drivers have historically reacted negatively to change. Change implemented in the past has
met with resistance and was therefore difficult to implement. Drivers have in the past done
their best to block any changes from being implemented, even going to the lengths of
threatening strike action and having the union involved to assist with resolving the issue.
Fast Track Couriers currently allocates two drivers per truck to ensure that drivers are able
to load and unload heavy packages. The strategy going forward is to remove the need for
having two drivers per truck by installing an automatic lift gate on the back of each gate at a
cost of $10,000 per truck. This will mean that only one driver is needed per truck as no
heavy lifting will be required.
It is Fast Track Couriers’ intention to use these surplus drivers to drive the new trucks that
will be purchased to enable the company to extend its services to regional NSW.
Drivers are currently happy with the work environment, as they enjoy working as part of a
two-man team. The organisation typically leaves the drivers alone and lets them do their job
as this is what seems to make them happy. Management has tried in the past to have
drivers participate in organisational activities. These activities were not received positively
and the drivers complained and asked not to be involved. The drivers’ view is that their
preferred team is their two-man driver team and they only see the benefits of that specific
working arrangement. There is a high value placed on communication with trucking team
members.

Page 17 of 17
BSB61015 Advanced Diploma of Leadership and Management
Unit: BSBINN601 – Lead and Manage Organisational Change
Document Version: 2 Updated: 13Sep19 Source: S.L.S.8.8