BSBHRM512 Coordinate Learning Development | Coordinate Personal
Submission details BSBHRM512 Coordinate Learning Development
| Candidate’s name | Phone no. | ||
| Assessor’s name | Phone no. | ||
| Assessment site | |||
| Assessment date/s | Time/s | ||
BSBHRM512 Coordinate Learning Development is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this docum
ent with any required evidence attached. See specifications below for details.
Performance objective
You will need to demonstrate the skills and knowledge required to coordinate individual or group learning and development.
Assessment description
In response to a simulated business scenario, you will evaluate the effectiveness of previous development activities undertaken by an external provider. You will then develop new learning and development plans and renegotiate with providers to deliver them to an acceptable level of quality.
Procedure
- Review the following scenario:
| You are the Human Resources General Manager at Australian Hardware. Three months of pilottraining has been delivered by an external training provider to sales staff, and you are reviewing the effectiveness of the trainingthat has been provided so far. Data gathered so far indicates the training is failing to meet targets. You will need to develop strategies and a training schedule to ensure that the provider, Train Your Way Up, delivers effective training. You will also need to renegotiate the implementation of training with Train Your Way Up. Consider the following training requirements agreed to by senior management team and HR at Australian Hardware. ? 4,000 sales staff to be trained, including the following characteristics: ? an average of seven sales people per product team ? four product teams per store ? 138 stores ? 30 trainers required ? only one person from each team may be trained at any one time ? sessions require one-day, face-to-face training ? staff need to be completely up-skilled and performing to targets within six months. First, however, you will need to prepare a report for the senior management team to explain the results and your planned actions, one of which is to ensure line managers participate in regular monitoring and support of employees to apply sales training on the job. |
- Review the performance data in Appendix 1 of this assessment task.
- Review the Australian Hardware simulated business information provided in the Assessment Appendices.
- Prepare a 1–2 page report for the senior management team detailing:
- training outcomes
- your interpretation of the performance data
- interventions you will undertake to rectify issues
Support your planned interventions with reference to Australian Hardware as a learning organisation and addressing performance gaps to achieve specific organisational objectives and broader long-term goals.
BSBHRM512 Coordinate Learning Development | Coordinate Personal
Using the template in Appendix 2, develop a training strategy and schedule to be used by Train Your Way Up to deliver future training. Take particular care to include activities to ensure that line managers monitor the employee’s application of sales training. Prepare to discuss strategies in negotiations with training supplier in order to incorporate these into a revised agreement.
- Arrange with your assessor to renegotiate service agreement with training supplier.
- Renegotiate training agreement with training supplier. Using the previously negotiated agreement provided in Appendix 3 and your planned training strategy and schedule (which you completed in step 5) as a basis, renegotiate the agreement with the supplier.
Ensure you modify the agreement in Appendix 3 and include a schedule for monitoring against objectives. - Consider the following negotiation information:
| As an opening position, you would like Train Your Way Up (TYWU) to take complete responsibility for the effectiveness of the training. You would like TYWU to incorporate your strategies, revised training schedule and monitoring schedule into the new agreement. You would like TYWU to pay a penalty of $100,000 (5% of the total $2 million fee) to offset costs that will be incurred by Australian Hardware as a result of the underperformance of the training program to-date. You are willing, however, to offer an additional bonus payment of $200,000 upon successful implementation of your significant improvements to the program. Your bottom line is that this extra money (and an additional $300,000) is considered at risk if TYWU fails to meet mutually agreed targets. Such targets must include: ? completion of training of 4,000 employees ? simulated AND actual on-the-job demonstration of relevant skills as part of training assessment for all employees (an audit of training and assessment records will provide adequate proof, and line manager third-party reports will provide adequate proof). You would like to ensure more regular reporting of progress and involvement of line managers in monitoring and support. |
- Submit the required documents for assessment as per the specifications below. Be sure to keep a copy for your records.
Specifications
You must:
- submit 1–2 page evaluation report on the training outcomes for senior management
- participate in a renegotiation role-play
- submit a training strategy and schedule including a monitoring schedule
- submit a modified service agreement.
Your assessor will be looking for:
- communication and conflict-management skills to deal with disputes and disagreements
- knowledge of characteristics of a learning organisation
- knowledge of role of performance management in relation to broader human resources and business.
BSBHRM512 Coordinate Learning Development | Coordinate Personal
Adjustment for distance-based learners
- The role-play can be adjusted for distance learning. The role-play for this task can be varied to take place using Skype conferencing (or any other video conferencing tool available to both you and the assessor).
- A follow-up interview may be required (at the discretion of the assessor).
- Documentation can be submitted electronically or posted in the mail.
Appendix 1 – Performance data
Summary of initial training outcomes
| Description | Outcome | Target |
| Number of employees trained in new sales model | 367 | 4,000 |
| Number of employees trained in sustainability practices | 270 | 4,000 |
| Average assessment score of trainees completing the training | 90% | 80% |
| Manager observation of trainees’ skills on-the-job (use of the new sales model; knowledge of sustainability practices) | Randomised observations show that 45% of trainees apply some features of the sales model they were trained in and there is some use or mention of sustainability practices | 80% |
| Revenue per trained salesperson/month | $20,000 | $35,000 |
| Customer awareness of sustainability practices | 68% of customers are aware of sustainability practices | 95% aware |
| Customer experience satisfaction ratings | 67% of customers report being satisfied with their Australian Hardware shopping experience | 95% satisfied |
Interviews with employees and level 1 feedback
Interviews with sales employees immediately after training found that sales employees:
- reported that they enjoyed training very much
- had thought the training and assessment would be much more difficult than it turned out to be
- found the ten question multiple choice assessment easy and convenient
- are not sure if they would be able to apply knowledge in face-to-face dealings with customer.
Interviews with managers
Interviews with line managers yielded the following general observations:
- Employees displayed initial enthusiasm after the training
- Employees are generally unable to transfer learning to actual interaction with customers, for example:
- sales staff do not mention sustainability as important differentiator for Australian Hardware
- sales staff do not follow sales model and forget to ask customers about their specific needs and possible future needs.
Appendix 2 – Training strategy and schedule
| Training objectives | |
Actions
| Timeframe | Activity: (training/assessment, coaching or other support, monitoring) | Teaching or assessment strategy or approach to achieve training objectives | Resources: Trainer Managers |
Appendix 3 – Service agreement
1. Service Agreement
Service Agreement dated: 3 January 2014
Between
Train Your Way Up
Service Agreement Sponsor – Director of studies for Train Your Way Up, Jan Powers
And
Australian Hardware Human Resources
Service Agreement Sponsor – Susan Black, Human Resources General Manager
2. Scope of services
Sales training to upskill sales staff in the new sales model:
- Greet the customer.
- Proactively ask questions to identify the customer’s needs.
- Present possible solutions and discuss sustainable or environmentally friendly options where relevant.
- Close sale and facilitate transaction.
- Follow up to maintain customer relationship, gather feedback and lay foundation for repeat business.
Service specifications
The table below describes the services to be provided under this Services Agreement.
| Service | Scope |
| Sales model training | 4,000 employees |
| Training on sustainability policy and relevant products | 4,000 employees |
3. Fees and payment terms
The schedule below details the fees and payment terms for the services provided under this agreement.
| Service | Fee | Payment term |
| Total costs of training delivery | $2,000,000 | Paid on completion of training by the fourth quarter of FY 2014–15 |
4. Service level targets
Services provided under this agreement will be measured against the following performance standards and timeframes.
| Service | Performance standard and timeframe | |
| Sales model training | 4,000 employees by the end of the fourth quarter of FY 2014–15 | |
| Training on sustainability policy and relevant products | 4,000 employees by the end of the fourth quarter of FY 2014–15 | |
| Average assessment score | 80% | |
5. Monitoring and reporting
Services will monitored according to the following reporting schedule.
| Service | Report | Timing |
| Sales model training | Summary of training completion | Completed by the end of the fourth quarter of FY 2014–15 |
| Training on sustainability policy and relevant products | Summary of training completion | Completed by the end of the fourth quarter of FY 2014–15 |
| Average assessment score | Assessment records | Completed by the end of the fourth quarter of FY 2014–15 |
6. Dispute resolution
In the event that either party needs to raise a dispute the following process must be followed:
7. Signatures
I agree to the terms and conditions of this agreement.
| Signed for and on behalf of Australian hardware HR | |
| Australian Hardware, HR general manager | S Black |
| In the presence of witness | David Ouspensky |
| Signed for and on behalf of Train Your Way Up | |
| Train Your Way Up, Director of Training | Jan Powers |
| In the presence of witness | David Ouspensky |
