RPL Assessor Kit BSB40407 Certificate IV in Small Business Management RPL Assessor Kit BSB40407 Certificate IV in Small Business Management Editable version Skills First RPL Assessor Kits are developed by the State of Queensland (Department of Education, Training and the Arts) and are based on the Skills First philosophy of providing client focussed, streamlined, and flexible RPL. The State of Queensland (Department of Education, Training and the Arts) is the copyright owner of material contained within the original RPL Assessor Kit. Permission is given to Registered Training Organisations to use, reproduce and adapt this RPL Assessor Kit for their organisation’s RPL assessment purposes, provided such use, reproduction or adaptation is for non-commercial purposes. The State of Queensland (Department of Education, Training and the Arts) disclaims any liability for any damage resulting from the use of the material (in either original or modified format) and will not be responsible for any loss, howsoever arising, from use of, or reliance on this material. The original version of this RPL Assessor Kit is available free of charge at http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/ resources/index.html If you would like any further information, please email [email protected]Candidate’s Kit Page 1 of 142 Editable Version
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RPL Assessor KitBSB40407Certificate IV in Small Business ManagementEditable versionSkills First RPL Assessor Kits are developed by the State of Queensland (Department of Education, Training and the Arts) and are based on the Skills First philosophy of providing client focussed, streamlined, and flexible RPL.
The State of Queensland (Department of Education, Training and the Arts) is the copyright owner of material contained within the original RPL Assessor Kit.
Permission is given to Registered Training Organisations to use, reproduce and adapt this RPL Assessor Kit for their organisation’s RPL assessment purposes, provided such use, reproduction or adaptation is for non-commercial purposes.
The State of Queensland (Department of Education, Training and the Arts) disclaims any liability for any damage resulting from the use of the material (in either original or modified format) and will not be responsible for any loss, howsoever arising, from use of, or reliance on this material.
The original version of this RPL Assessor Kit is available free of charge athttp://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html
If you would like any further information, please email [email protected]
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
HOW TO USE THIS RPL ASSESSOR KIT
This RPL Assessor Kit is divided into sections to allow you to easily access only those sections you require at any given time. These sections are:
SECTION A – Assessor Information
You need to read this information before conducting an assessment. It outlines the intent and processes surrounding this RPL assessment and how it differs from assessment undertaken following formal training.
SECTION B – Candidate Information and Application Forms
You give this information to the candidate. It tells them about the assessment process as well as containing simple forms for the applicant to fill out. From the information provided by the candidate on these forms, you will be able to gain a general understanding of the skills and experience the candidate may have, as well as potential referee contacts.
SECTION C – Competency Conversation and Record of Conversation Sheets
You use this section to determine and record candidate competence via a competency conversation. In other words, these questions guide your conversation with the applicant and assist in your assessment of their competence. The notes you take about this conversation are important evidence for assessment.
SECTION D – Practical Tasks and Observation Recording Sheets
You use this section to assess competencies through a practical demonstration of the candidate’s skills. It contains practical tasks/scenarios on the outcomes required to determine competency and a place to record your observation. The notes you take are important evidence for assessment.
SECTION E – Resources for Practical Tasks
You use this section to access required resources for performing practical tasks and scenarios.
SECTION F – Third Party Verification
You give this section to the referees to confirm the candidate’s skills and experience in this qualification/occupation. The referees may fill out the appropriate form and return to you to confirm your judgement. You may be able to complete this part of evidence gathering in person while at the workplace.
SECTION G – Assessment Tables
You use this table as a reference tool to see at a glance how units/elements of competency are assessed within the tool. All the elements and performance criteria within the competency units are cross-matched in this table with a corresponding assessment question/task/scenario. This allows you to validate the assessment process against the qualification.
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
SECTION AAssessor Information
It is VITAL you read this information prior to commencing your RPL assessment. It provides generic information on assessment, as well as an overview of this streamlined RPL assessment process.
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
ADVICE FOR ASSESSORS
This RPL Assessor Kit streamlines the RPL assessment process for Certificate IV in Small Business Management by taking a practical approach to RPL and increasing the use of on-site questioning and observation. This will assist in developing a “picture of the candidate’s skills and knowledge”. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes.
IMPORTANT ASPECTS TO REMEMBER:
A sound knowledge of assessment and the qualification is essential
It is important to have a good understanding of the competencies and qualification/s appropriate to the candidate’s goals.
Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process.
Assessment involves judgement
This tool encourages the use of a “competency conversation” to maximise the candidate’s opportunities to demonstrate competence. This is NOT an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate which draws out their actual individual experiences and relevant skills. In other words, it is about the assessor probing the candidate through a conversation to draw out further information on the candidate’s experience which may not be forthcoming due to nerves or confusion over technical terminology.
The tool also provides observable tasks to allow candidates to demonstrate skills.
Authentication/verification is integral to RPL assessment
It is critical information gleaned from the interview and observation be confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential assessors take careful notes to back up and record their judgement.
Recording assessment is critical
Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember – the record is the document that makes sense of the assessment and why a particular judgment was made. Keeping detailed notes about the candidate’s response is vital, as is the rationale for judgement.
The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations.
Assessor summaries and other quality assurance documentation from your own Registered Training Organisation will also be required. For examples of assessment summary documentation, please see Assessment Guide Number 1: Training Package Assessment Materials Kit:http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
To access further information on the principles assessment and dimensions of competency, you can visit Assessment Guide Number 1: Training Package Assessment Materials Kit.http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm
To access further information on the Australian Qualifications Framework, you can visit:http://www.aqf.edu.au/
Employability Skills
Assessment of a candidate’s employability skills should be integrated into the assessment of their technical skills and knowledge. Where possible, employability skills have been embedded within the bank of questions and practical assessment tasks in this RPL Assessor Kit. Therefore, assessors should make and document holistic judgements about a candidate’s attainment of employability skills as part of the RPL assessment. For more information about the employability skills requirements for particular qualifications, refer to the training package.
To access further general information on employability skills, refer to Employability Skills: From framework to practice, at:http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
COMPETENCIES IN THIS RPL ASSESSOR KIT
Certificate IV in Small Business Management
CORE UNITS
Unit Code Unit Title Questions Practical
BSBSMB401A Establish legal and risk management requirements of small business
BSBSMB402A Plan small business finances
BSBSMB403A Market the small business
BSBSMB404A Undertake small business planning
ELECTIVE UNITS
Unit Code Unit Title Questions Practical
BSBCRT501A Originate and develop concepts
BSBCUS401A Coordinate implementation of customer services strategies
BSBCUS402A Address customer needs
BSBEBU401A Review and maintain a website
BSBFIA402A Report on financial activity
BSBINN301A Promote innovation in a team environment
BSBMKG413A Promote products and services
BSBMKG414A Undertake marketing activities
BSBRES401A Analyse and present research information
BSBPMG510A Manage projects
BSBREL401A Establish networks
BSBREL402A Build client relationships and business networks
BSBSMB405A Monitor and mange small business operations
BSBSMB406A Manage small business finances
BSBSMB407A Manage a small team
BSBSMB408A Manage personal, family, cultural and business obligations
BSBSMB409A Build and maintain relationships with small business stakeholders
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OVERVIEW OF RECOGNITION PROCESS
This RPL Assessor Kit has been developed to streamline the application for recognition of prior learning.
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GAP TRAINING (ONLY IF
REQUIRED)
APPLICATION
PRACTICAL ASSESSMENT
COMPETENCY CONVERSATION
INTERVIEW and DOCUMENT REVIEW
ISSUE QUALIFICATION- RTO
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RPL ASSESSMENT PROCESS FLOWCHART FOR ASSESSORS
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Step 1:Analyse the application.
Identify links between any documents applicant provides
and competency units.Identify any key questions for
competency conversation.
Step 5:Identify any practical activities required to confirm competency
Observe practical activity
Step 7:Identify areas where 3rd party
verification is needed and inform candidate.
Confirm / Verify 3rd party reports
Step 3:Conduct competency
conversation
Step 2:Record results of analysis in table
at end of application
Step 4:Complete the Record of
Conversation sheets during the competency conversation
Step 6:Complete Practical Assessment
Tasks Observation Sheets
Step 8:Receive completed Third party
reports
* Remember RPL assessment is an accumulative process of collecting evidence.
Complete assessment sign off & file documentation.
Issue qualification / advise of gap training as appropriate
Assessment Activity Record keeping Activity
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
STEPS IN THE RPL PROCESS
1. Complete application
The candidate completes the application forms in SECTION B. It is important candidates provide as much information of their previous experience in the small business industry as is available.
Documents that may be available include but are not limited to:
any licences brief CV or work history certificates/results of assessment indentures/trade papers certificates/results of assessment – interstate/overseas certificates/results of assessment – universities results/statement of attendance/certificates – vendor training courses, in-house
courses, workshops, seminars, symposiums results/statements of attendance/ certificates – club courses e.g. first aid, officials, surf
life saving, etc tickets held eg forklift, crane, etc photographs of work undertaken diaries/task sheets/job sheets/log books site training records site competencies held record membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience
Candidates also need to provide contact details for one or two referees who can confirm their industry skills in context and over time.
To have skills formally recognised under the Australian Qualifications Framework, you must ensure the candidate’s skills meet industry standards.
2. Interview about candidate’s documentary information
Review the information provided by the candidate and arrange a time for both you and the candidate to discuss. Begin alignment of documentation and skills to the following qualification:
BSB40407 Certificate IV in Small Business Management
The candidate will have the opportunity to discuss and identify previous experience with you. The available documents are step one in collecting information and you will need to determine which units of competency, if any, are fully covered at this stage. You use your own or your RTO’s assessment recording forms to record this stage of the assessment.
There may be instances where the candidate has little, or no, documentary information of industry experience. This is not a barrier to gaining recognition. This will just require you to rely on the questioning, practical assessment and referee validation phases of the RPL process.
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3. Questions for the Competency Conversation
The bank of questions in SECTION C is the next phase in collecting evidence for the RPL process. The questions are designed to enable you to have a “competency conversation” with the candidate to further gain evidence of their past experience. REMEMBER, the primary focus is on the candidate’s experience.
Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise the question to the candidate’s particular work situation. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. You should read the “industry requirements” of each competency before the candidate answers the questions posed. You may also target the assessment to those aspects that present the greatest risk in the industry. Questions are aligned with the relevant unit/s of competency in SECTION G.
It is not intended every question for all competencies is asked, only those competencies the initial interview about the candidate’s documentary evidence has failed to fully address. The question bank covers most but not all units in the kit. Units without questions are covered in the practical assessment/scenario section.
4. Practical assessment tasks
It is important that you use both Steps 3 (Questioning) and 4 (Practical Assessment) in doing this assessment. The RPL process is a streamlined RPL process which does not rely solely on practical assessment but uses a combination of questioning and practical to provide evidence of candidate competence.
This is the third phase in collecting evidence. A practical skills test is then conducted by you at the candidate’s workplace or another suitable venue. Appropriate permission must be sought before entering workplaces.
This is a further opportunity for candidate to demonstrate competence. It is expected the practical assessment will comprise only those competencies the candidate is still unable to demonstrate knowledge/experience in after documentary review and questioning have been applied. These assessments contain the practical skills and application of knowledge for the qualification. A number of holistic practical assessments are included in this kit (SECTION D) to assist you with tasks suitable for observation on the job.
You decide if the response to questions and practical assessment tasks fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation/observation, not an exam, and you are encouraged to assist candidates to focus responses toward relevant issues.
Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process.
NOTE: Where candidate’s documentation and questions meet the assessment requirement, it is still strongly recommended the candidate undertake one practical assessment so you are confident in making a judgement of “competent”. The practical assessment selection should be negotiated between you and the candidate.
Recording sheets for candidate information, questioning and the practical assessments have been included in SECTION D. You may use other recording mechanisms provided these also keep a
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complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstrated and documents presented as evidence must be noted in enough detail so anyone external to the process (e.g. a fellow assessor, auditor, lawyer, etc) can read the record and retrace your judgement.
5. Gap training
RPL is an assessment process designed to show areas of competence and to identify IF a candidate has gaps in skills and knowledge against a whole qualification.
Not all candidates will have skill/knowledge gaps.
If a candidate has skills gaps, a pathway to complete training in the outstanding units can be negotiated to assist the client to gain the full qualification.
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EVIDENCE REVIEW
Recognition of prior learning outcomes (both Granted and Not Granted) are now funded nationally and as such will be included in National AVETMISS audits. NCVER have stipulated evidence recording requirements for RPL assessments as a minimum requirement for passing an AVETMISS audit. The following “Evidence Review” proforma has been approved by NCVER as covering AVETMISS audit requirements for RPL recorded outcomes. It also gives you an opportunity to track a student’s assessment progress at a glance.
It is expected that this “Evidence Review” summary sheet (or similar) would be attached to each participant’s evidence compiled during the RPL assessment process.
(Place a tick in the appropriate evidence collection method column for each unit of competency. Place a line through those units not examined as part of this RPL assessment.)
Unit Code Unit Title
Que
stio
ns
Prac
tical
Doc
umen
ts
3rd P
arty
R
epor
t
Oth
er
evid
ence
BSBSMB401A Establish legal and risk management requirements of small business
BSBSMB402A Plan small business finances
BSBSMB403A Market the small business
BSBSMB404A Undertake small business planning
BSBCRT501A Originate and develop concepts
BSBCUS401A Coordinate implementation of customer services strategies
BSBCUS402A Address customer needs
BSBEBU401A Review and maintain a website
BSBFIA402A Report on financial activity
BSBINN301A Promote innovation in a team environment
BSBMKG413A Promote products and services
BSBMKG414A Undertake marketing activities
BSBRES401A Analyse and present research information
BSBPMG510A Manage projects
BSBREL401A Establish networks
BSBREL402A Build client relationships and business networks
BSBSMB405A Monitor and mange small business operations
BSBSMB406A Manage small business finances
BSBSMB407A Manage a small team
BSBSMB408A Manage personal, family, cultural and business obligations
BSBSMB409A Build and maintain relationships with small business stakeholders
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
Assessor’s Name:
Assessor’s Signature:
Date:
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
SECTION B
Candidate Information and Application Forms
You give this information to the candidate for them to read about the RPL process and to complete the appropriate forms.
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
WHAT DOES IT MEAN TO BE RECOGNISED IN Certificate IV in Small Business Management
For most units at Certificate IV level, candidates are required to have a high level of knowledge of their own work role and the policies and procedures of the organisation. Accuracy, attention to detail and a high level of written and spoken communication skills are considered essential at this level.
Working in Small Business at this level requires a positive attitude to the job, ethical behaviour and a respect for client confidentiality. For most units of competency in the Certificate IV level candidates are required to have knowledge of their own work role and policies and procedures of the organisation. Accuracy, attention to detail, written and spoken communication skills are essential to the position.
To gain recognition of units for the certificate you need to be able to demonstrate that you can currently do or possess skills in areas relating to each unit of competency. Some examples of skills you might be asked to demonstrate are:
a sound working knowledge of relevant legislation and codes of practices for the business services industry to ensure compliance;
sound knowledge of organisational policies and procedures;
business and finance planning;
ability to support and develop other team members;
implement customer service strategies;
manage promotions;
manage operations;
knowledge of products and services and promotional activities;
maintaining financial records; and
performing other general business duties
“If you are doing these roles in your job, then don’t write off your skills – consider getting them recognised”.
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
TIPS AND HINTS TO HELP YOU PREPARE FOR RECOGNITION
To have skills formally recognised in the national system, assessors must make sure you have the skills and knowledge to meet the industry standard. This means you must be involved in a careful and comprehensive process that covers the content of all unit/s or qualification/s you can be recognised for.
Assessment happens in a variety of ways. Being prepared can save you valuable time and hassle and make the recognition process stress-free for you.
Here are some tips and hints for you:
1. Be prepared to talk about your job roles and your work history. Bring a resume or jot down a few points about where you have worked, either paid or unpaid, and what you did there.
2. Bring your position description and any performance appraisals you have from any small businesses, shops or facilities you have worked in.
3. Consider the possibilities for workplace contact. Are you in a workplace that is supporting your goals to get qualified? Would you feel comfortable to have the assessor contact your workplace or previous workplaces so your skills can be validated?
4. Think about who can confirm your skill level. Think about current or recent supervisors who have seen you work in the past 18 months and will be able to confirm your skills. The assessor will need to contact them. You may also have community contacts or even clients themselves who can vouch for your skills level.
5. Collect any certificates from in-house training or formal training you have done in the past.
6. You can speak with your training organisation about other ways you can show your skills in small business management. These could be letters from employers, records of your professional development sessions, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as they don’t show client details) or other relevant documents.
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
STEPS IN THE RPL PROCESS
Step 1 – Provide information of your skills and experience
Complete the attached forms and provide as much information of your previous experience in small business management as you can. This is your first opportunity (and not the last) to provide proof of your variety of experience in the industry. Here you can supply examples of your work history which could include:
General employment documents
brief CV or work history position descriptions certificates/results of assessment details of in house courses, workshops, seminars, orientation or induction sessions references/letters from previous employers/supervisors
Workplace documents any licences brief CV or work history certificates/results of assessment indentures/trade papers certificates/results of assessment – interstate/overseas certificates/results of assessment – universities tickets held eg forklift, crane, etc photographs of work undertaken diaries/task sheets/job sheets/log books site training records site competencies held record membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience
Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.
You will also need to supply contact details of one or two work referees who can confirm your skills in the industry.
Step 2 – Conversation with Assessor
An assessor will review the information you have provided (usually with you) and begin to match up your skills to the units/subjects in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer small business management related questions to identify your current skills.
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Step 3 – Practical demonstration of your skills
The assessor will conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that he/she will want you to demonstrate.
Further steps
After the assessment, your assessor will give you information about the skills that have been recognised and whether you have gained the full qualification. If you do have skill gaps, these may be addressed through flexible training.
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
APPLICATION – Self Assessment QuestionnaireBSB40407 Certificate IV in Small Business Management
Candidate Name: Date Completed:
Please identify your level of experience in each competency.
Unit Code Unit Title I have performed these tasksFrequently Sometimes Never
CORE UNITS
BSBSMB401A Establish legal and risk management requirements of small business
BSBSMB402A Plan small business finances
BSBSMB403A Market the small business
BSBSMB404A Undertake small business planning
ELECTIVE UNITS
BSBCRT501A Originate and develop concepts
BSBCUS401A Coordinate implementation of customer services strategies
BSBCUS402A Address customer needs
BSBEBU401A Review and maintain a website
BSBFIA402A Report on financial activity
BSBINN301A Promote innovation in a team environment
BSBMKG413A Promote products and services
BSBMKG414A Undertake marketing activities
BSBRES401A Analyse and present research information
BSBPMG510A Manage projects
BSBREL401A Establish networks
BSBREL402A Build client relationships and business networks
BSBSMB405A Monitor and mange small business operations
BSBSMB406A Manage small business finances
BSBSMB407A Manage a small team
BSBSMB408A Manage personal, family, cultural and business obligations
BSBSMB409A Build and maintain relationships with small business stakeholders
Candidate Signature: Date:
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RPL APPLICATION FORM
Applicant Details:
1. Occupation you are seeking recognition in
2 Personal Details
Surname
Preferred Title (Mr, Mrs, Ms, Miss)
First Name/s
Any other name used
Home Address
Postal address if different from above
Telephone Numbers Home: Work:
Mobile: Fax:
Date of Birth / /
Gender MALE / FEMALE Age
Are you a permanent Resident of Australia
YES / NO
3 Current Employment
Are you currently employed?
If Yes, in which occupation are you currently employed?
Who is your current employer?
YES / NO
………………………………………………………
……………………………………………………….
4. Armed Forces details (If Applicable)
Branch of Service
Trade classification on discharge
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5. Further Training
Have you undertaken any training courses related to the occupation applied for?
YES / NO
If Yes
What occupation were you trained in?
Training completion Date (month, year)
Country where you trained
Name of course and institution (if applicable)
6. Is there any further information you wish to give in support of your application
7. Professional Referees (relevant to work situation)
Name
Position
Organisation
Phone Number
Mobile Number
Email Address
……………………………………………………………………
……………………………………………………………………
……………………………………………………………………
……………………………………………………………………
……………………………………………………………………
……………………………………………………………………
Name
Position
Organisation
Phone Number
Mobile Number
Email Address
……………………………………………………………………
……………………………………………………………………
……………………………………………………………………
……………………………………………………………………
……………………………………………………………………
……………………………………………………………………
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
APPLICANT EMPLOYMENT HISTORY FORM
Name, Address and Phone number of
Employers
Period of Employment(DD/MM/YYYY)
Position Held Full Time Part-time Casual
Description of Major Duties
From To
1.
2.
3.
4.
Attach additional sheet if required
If you are including documents in your application, please provide a brief description below
Office Use Only – Assessor to use this section to align documents to specific units of competency and identify key questions for competency conversation
Declaration
I declare that the information contained in this application is true and correct and that all documents are genuine.
Candidate Signature: Date
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
SECTION C
Competency Conversation and Record of
Conversation SheetsThis section assists the assessor in documenting the competency conversation.
Do NOT give this section to the candidate.
Once you have assessed the candidate’s documentary information and determined which competencies you still require more information/evidence on, you use the question bank and Record of Conversation sheets in this section to document evidence of past experience. It is not intended that every question for all competencies be discussed during the conversation, only those competencies the initial documentary review has failed to fully address.
Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise or rephrase the suggested question to the candidate’s particular work situation. The questions are not intended to be a formal ‘script’ for the assessor to follow, but to provide guidance in exploring the range of the candidate’s skills, knowledge and experience in performing a particular task or function.
The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. In doing so, you are making a statement of fact about what you hear the candidate say during the competency conversation. Use the Comments section to provide further detail about the context of the discussion or briefly outline any examples discussed by the candidate. You may also use the Comments section to make a brief analysis of the responses or summary judgements about the quality of the candidate’s responses in relation to the requirements of the competency standard.
Remember, the notes you take about this conversation are important evidence and should be retained in the candidate’s assessment record.
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
QUESTION BANK
Note to Assessors: Refer to “Record of Conversation” sheets
Unit of Competency
Question
BSBSMB401A
Establish legal and risk management requirements of small business
1. Discuss the range of legislative requirements your business complies with. How have you maintained compliance and what records have you kept as proof of compliance?
2. What type of contracts do you have in place for your business and how did you arrange these?
BSBSMB402A
Plan small business finances
3. In preparing a financial plan, what factors did you consider that could potentially have impacted on the business finances?
4. Explain how you have identified financial requirements of the business and acquired finance in line with your financial plan.
BSBSMB403A
Market the small business
5. In developing your marketing plan to promote the business, what marketing strategies did you decide were best suited and how did you identify these strategies?
6. Discuss your marketing mix and how you monitor marketing activities to ensure success and identify improvements.
BSBSMB404A
Undertake small business planning
7. Discuss the factors you consider when developing your business plan and why it is important to have a plan.
8. In implementing your business plan, how have you monitored business performance to ensure you meet your goals and objectives?
9. What risk management strategies have you integrated in your plan?
BSBCRT501A
Originate and develop concepts
10. How have you identified concerns within your organisation?
11. What methods do you use to encourage collaboration/participation form all stakeholders to develop creative solutions to the issues?
12. How do you turn creative ideas into operational plans?
BSBCUS401A
Coordinate implementation of customer service strategies
13. Discuss a recommendation you made to management to improve on meeting customer needs. What methods did you use to assess customer needs?
14. Outline your organisations policy and procedure on implementing customer service and how you have monitored it and put it into practice.
15. How does your organisation promote and encourage good customer service?
BSBCUS402A
Address customer needs
16. Provide an example of a special need you identified with a customer. How did you help them evaluate their needs?
17. Explain how maintaining a business network has helped you, your customers and your organisation.
BSBEBU401A
Review and maintain a website
18. How do you ensure the information on the company website is current and meets the goals of the business?
19. What steps do you take to up date and maintain the website?
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
Unit of Competency
Question
BSBFIA402A
Report on financial activity
20. What financial information are you required to report on?
21. How do you prepare the information for reporting?
22. Explain the process you use to complete BAS statements.
BSBINN301A
Promote innovation in a team environment
23. Discuss a change to work practices implemented in your workplace. How was the need for change identified and how did you contribute to the implementation of the change?
24. What methods have you used to gather information on the effect of change and how have you presented this information?
25. Describe an innovative idea you have had to improve work practices. What guidelines did you follow when considering the idea and how did you source feedback on the idea?
BSBMKG413A
Promote products and services
26. Describe the products and services offered by your organisation and discuss how you keep your knowledge current on these products and services.
27. Tell me about a promotional activity you have planned and coordinated including the planning process, personnel and resource allocation and how you used your networks to ensure the success of the activity.
28. In advising on promotional activities of products/services, what types of advice have you provided and what data did you base your advice on?
29. What types of feedback has you company collected on promotional activities of products and services and how was the feedback used to plan future activities?
BSBMKG414A
Undertake marketing activities
30. Discuss a marketing activity you have planned and managed. How did you evaluate the outcomes of the activity?
31. What information have you or your organisation gained from reviewing marketing activities?
BSBRES401A
Analyse and present research information
32. Describe a presentation (oral or written) you have completed in your workplace and how you prepared it. How did you evaluate the effectiveness of the presentation?
33. Discuss how you have applied research skills to gather information for a presentation.
BSBPMG510A
Manage Projects
34. Discuss an example of a project you have managed and how you formulated your project plan.
35. In administering a project plan, how have you managed risk?36. What information have you collected at the final review of a project and how was it
used to plan for future projects?
BSBREL401A
Establish networks
37. Discuss how you develop networks and maintain professional relationships.
BSBREL402A
Build client relationships and business networks
38. What skills do you use in building relationships with a diverse range of clients and how do you foster that relationship?
39. In what ways do you participate in and contribute to your businesses networks?
BSBSMB405A
Monitor and manage small business operations
40. What is the process you have used to develop operational strategies and procedures?
41. How do you monitor the effectiveness of the strategies and procedures?
42. What are the implementation strategies you use when changes are made due to your monitoring process?
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
Unit of Competency
Question
BSBSMB406A
Manage small business finances
43. How do you develop and implement your businesses financial plan?
44. How do ensure your financial plan is working for your business goals and objectives?
BSBSMB407A
Manage a small team
45. What factors have you considered when planning to recruit staff?
46. Describe a time you employed a new staff member and the induction and training process you undertook.
47. Explain how you have managed staffing to ensure consistent business operations.
48. Outline how you have managed your team to maximise performance outcomes. How have you handled poor performance?
BSBSMB408A
Manage personal, family, cultural and business obligations
49. What are the implications of family, community, cultural obligations/commitments on the business?
50. What strategies do you have in place to ensure workers have work/life balance and are able to meet their obligations/commitments?
51. How do you manage a negative impact on the business due to workers outside obligations/commitments?
BSBSMB409A
Build and maintain relationships with small business stakeholders
52. How do you make sure that the relationships you have with key stakeholders is appropriate for your small business?
53. How does the structure of your organisation contribute to the development of key stakeholder relationships?
Page 26 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RECORD OF CONVERSATIONBSBSMB401A Establish legal and risk management of small business
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 1: Discuss the range of legislative requirements your business complies with. How have you maintained compliance and what records have you kept as proof of compliance?
Question 2: What type of contracts do you have in place for your business and how did you arrange these?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 1OHS legislation
Industry codes of practice
Business registration and licences
Planning and other permissions
Environmental legislation
Enterprise policy and procedure
Insurance requirements
EEO and Anti-discrimination Legislation
Anti-competition regulations
Industry law
Agency law
Property law
Anti-trust, Consumer legislation and standards
Torts law
Duty of care
EEO and Anti-discrimination legislation
Anti-competition regulations
Taxation including GST
Workers compensation and public liability
Copyright, patent trademark and design regulations
Maintains business systems to ensure legal obligations are met
Sets procedures for taxation
Sources and uses legal documents
Acquires adequate insurance
Page 27 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Monitors compliance
Investigates non-compliance areas
Records
Personnel HR files
Financial records
Taxation documents
OHS and Environmental records
Workers compensation and rehabilitation
Hazardous substance register
Material safety data sheets
Manufacturers’ and suppliers’ information
OHS audits and inspections
First aid and medical; accident reports and investigations
Plant maintenance and testing
Instruction manual and training records
Question 2
Products and services contracts
Suppliers contracts
Business premises contract
Insurance policies
Franchise contract
Agency contract
Seeks legal advice
Investigates products and services
Page 28 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Assesses procurement rights
Ensure protection of business
Investigates conditions of contracts
Negotiates contract outcomes
Secures contracts in line with business plan
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RECORD OF CONVERSATIONBSBSMB402A Plan small business finances
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 3: In preparing a financial plan, what factors did you consider that could potentially have impacted on the business finances?
Question 4: Explain how you have identified financial requirements of the business and acquired finance in line with your financial plan.
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 3OHS legislation
Industry codes of practice
Business registration and licences
Planning and other permissions
Environmental legislation
Principles of financial planning
Contractual arrangements
Principles of statistical analysis and measures of variance
Corporations law
Industrial law
Taxation law
Working capital available
Assets management
Current economic climate
Business goals and cash flow and growth forecast
Government legislation and regulation
Codes of practice and National standards
Taxation framework and potential changes
Competitors’ actions
Market research
Previous sales figures
Duration of budget cycle (1/5 year budget)
Fixed and variable expenses
Seasonal trends
Prices of goods and services and cost allocation
Timing and timeframes
Staffing and HR issues
Price movements
Page 30 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 4
New business start up costs non-current assets required Labour costs working capital needed total capital required
Existing business check out current business financial standing labour costs estimates funds required
Expanding business purpose of expansion funds estimates funds required add on labour costs considers unplanned expansion
Uses forecasting techniques
Identifies source of finance
Investigates cost of securing finance
Compares finance options
Chooses finance based on funds required
Viability and profit margins are established
Prepares required documents
Applies for finance
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RECORD OF CONVERSATIONBSBSMB403A Market the small business
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 5: In developing your marketing plan to promote the business, what marketing strategies did you decide were best suited and how did you identify these strategies?
Question 6: Discuss your marketing mix and how you monitor marketing activities to ensure success and identify improvements.
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 5OHS legislation
Industry codes of practice
Business registration and licences
Industry market trends
Marketing principles
Company policy and procedure
Product design and packaging
Pricing
Presentation and display of products/services
Promotion and advertising
Distribution
Achieving lower costs of production and distribution than competitors
Pursuing cost leadership and/or product differentiation for a specialist market segment
Creating a very different product line or service so that the business becomes a class leader in the industry
Conducts a SWOT analysis of products and services
Compares prices to others in the industry
Identifies image of services
Evaluates of customer base and target markets
Consults with relevant people – partners, financiers, accountant, clients, industry associations
Page 32 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 6
Advertise in national, suburban or local newspapers
Develop a web site
Word of mouth, referral and testimonial
Advertise in professional/industry journals
Mail drops
Display posters
Canvassing and telemarketing
Exhibitions
In-store promotions
Sponsorship
Networking and strategic alliances
Monitor
Staff development and appraisal
Monitors implementation of marketing
Monitors budgets
Holds review meetings with staff and stakeholders
Implements incentive programs for staff to be involved in improving marketing
Conducts on-going market research
Seeks customer input – satisfaction surveys, meetings, focus groups
Conducts sales to contact ratio and trends analysis
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RECORD OF CONVERSATIONBSBSMB404A Undertake small business planning
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 7: Discuss the factors you consider when developing your business plan and why it is important to have a plan.
Question 8: In implementing your business plan, how have you monitored business performance to ensure you meet your goals and objectives?
Question 9: What risk management strategies have you integrated in your plan?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 7OHS legislation
Industry codes of practice
Business registration and licences
Planning and other permissions
Environmental legislation
Risk management
Enterprise policy and procedure
Details of ownership/management
Proposed type, size and scale of the business
Market focus of the business
Marketing requirements to ensure a growing customer base (marketing mix)
Sources of funds to start up/keep the business going/expand
Methods of raising finance and costs involved
Methods to develop and present tenders or quotes
Level of risk involved – risk assessment and risk management
Identify stages of business development – goals and objectives
Identify business opportunities
Outline staffing requirements
Outline legal and legislative requirements including OHS
Page 34 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Methods of operations
Importance of planning
Monitor financial performance
Monitor staff performance
Monitor marketing and promotional performance
Seeking additional finance as needed
Maintain constant awareness of business direction – goals and objectives
Manage risk
Implement operational plan
Question 8
Monitors internal business targets – size, quality, quantity
Reviews financials – wages to sales, sales to costs
Identifies payment periods and levels
Monitors external targets – market share and positioning
Explores new markets – national or international trade links
Reviews targets – short, medium, long term
Appraises staffing skills and levels
Question 9
Security systems to provide physical security of premises, plant, equipment, goods and services
Security of intellectual property
Knowledge management
Breach of contract, product liability
Page 35 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Insurance requirements – work cover, professional indemnity, liability
Contingency plans for areas of non-compliance
Occupational Health and Safety planning
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RECORD OF CONVERSATIONBSBCRT501A Originate and develop concepts
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 10: How have you identified concerns within your organisation?
Question 11: What methods do you use to encourage collaboration/participation form all stakeholders to develop creative solutions to the issues?
Question 12: How do you turn creative ideas into operational plans?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 10OHS legislation
Industry codes of practice
Business registration and licences
Codes of Practice
Environmental legislation
Indigenous laws and protocols
Copyright and intellectual property
Privacy and confidentiality
Technology
communication and teamwork
Look at current information/strategic direction
Look at industry trends
Market research
Examine customer feedback
Compare data
Identify where there is openings for new products, improved processes and services, new programs
Feasibility study
Competition
Question 11
Consultation with all involved
Brainstorming, mind mapping, trigger words, games, vision circles, De Bono’s hats, sub-culture surfing etc.
Collaborative processes which includes trialling ideas
Evaluating ideas for suitability
Be culturally sensitive
Page 37 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Consider the environment
Come up with foundation ideas and broader concepts
Identify necessary resources
Examine and recognise the feasibility of each idea
Present the chosen strategies/concepts appropriately
Ensure consultation is continued through the process
Gather stakeholder feedback
Question 12
Evaluate ideas and strategies for cost effectiveness Competing priorities Strategic directions Risk Benefits Technical feasibility Target market need Values/cultural fit
Compare ideas/strategies with current quality products, programs, processes and services
Identify limitations
Seek advice where necessary
Develop and improve proposals
Develop implementation processes
Have the proposals approved by appropriate people
Evaluate the process for future innovation
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RECORD OF CONVERSATIONBSBCUS401A Coordinate implementation of customer service strategies
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 13: Discuss a recommendation you made to management to improve on meeting customer needs. What methods did you use to assess customer needs?
Question 14: Outline your organisations policy and procedure on implementing customer service and how you have monitored it and put it into practice.
Question 15: How does your organisation promote and encourage good customer service?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Approaches the staff member should take to the customer e.g. accept full responsibility
Types of issues the member can deal with themselves
Page 39 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Issues that should be referred to a manager or supervisor
Returns and refund procedure
Dealing with a complaint about service
Having products repaired
Returning goods to suppliers
Dealing with goods under warranty or guarantee
Recording of complaints or difficulties
Strategies to ensure customer is happy with solution e.g. offer discount on next purchase
Monitor
Reviews customer service data – surveys, complaints, questionnaires
Identifies changes required
Reports to designated personnel
Makes recommendations for future strategies
Maintains records to compare outcome including budgetary requirements
Question 15
Provides clear instructions
Documents procedures
Inducts new staff
Involves everyone in the process
Sets sales targets
Provides incentives
Conducts training
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RECORD OF CONVERSATIONBSBCUS402A Address customer needs
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 16: Provide an example of a special need you identified with a customer. How did you help them evaluate their needs?
Question 17: Explain how maintaining a business network has helped you, your customers and your organisation.
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 16OHS and other relevant legislation
Industry codes of practice
Business registration and licences
Enterprise policies and procedures
Environmental legislation
Ethical and moral constraints
Australian Standards
Effective communication
Uses appropriate and effective communication skills
Customer requests product not in stock
Customer requests product not stocked by your organisation
Customer requests a service to be performed in a manner different to the normal service
Customer requires alteration to a product
Customer has difficulty understanding and speaking English
Customer disabilities prevent them from purchasing in the usual way
Asks questions and communicates openly with customer to understand needs
Paraphrases and clarifies to ensure correct understanding
Identifies options to suit customer needs
Explains each option
Checks customer understanding of options
Page 41 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Gains agreement on which option will suit customer needs
Question 17
Increases industry knowledge
Increases skills to help customers
Shares information with colleagues to ensure that practices/procedures are current
Obtains key information for customers and others in your organisation
Meets people with business interests in common
Gains access to useful resources to call on
Keeps management and customers informed about developments in the industry
Provides the organisation with greater opportunities to do business with a wider circle of customers, in new regions, in new ways
Taps into key information about new products, services
Opportunities to form alliances to better meet customer needs
Page 42 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RECORD OF CONVERSATIONBSBEBU401A Review and maintain a website
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 18: How do you ensure the information on the company website is current and meets the goals of the business?
Question 19: What steps do you take to up date and maintain the website?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 18OHS, anti discrimination and other relevant legislation
Industry codes of practice
Business registration and licences
Privacy laws
Environmental legislation
Ethical principles
Technology
Monitors current trends and compares to web site information
Collect and analyse statistical data, feedback from clients
Recommend changes
Have changes approved
Question 19
Remove old information
Add new information
Make appropriate changes to information
Check information is accurate and matches that found in brochures and newsletter etc
Take out services that no longer exist
Add new services
Ensure security procedures are followed e.g. access protocols and password protected areas
Analyse faults, errors and/or complaints found in customer feedback
Page 43 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Correct faults
Add or remove pages as required
Add or remove links as required
Consider business goals, budgets and marketing strategies in changes
Page 44 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RECORD OF CONVERSATIONBSBFIA402A Report on financial activity
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 20: What financial information are you required to report on?
Question 21: How do you prepare the information for reporting?
Question 22: Explain the process you use to complete BAS statements?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 20OHS legislation
Industry codes of practice
Financial Legislation
Privacy laws
Anti Discrimination Legislation
Ethical principles
Knowledge of Federal government taxes and charges
Literacy and Numeracy skills
Principles of double entry book keeping and accrual accounting
Budget variances
Budgets and forecasts
Profit and loss statements
Cash flow and profit reports
Operational statements and reports
Wages, superannuation, work cover etc
Investments and financing information
Asset and liability valuations
Question 21
Identify time frames
Keep record of income and expenditure
Calculate liabilities
Calculate depreciation, donations, interest payments and sales tax
Identify and include discrepancies/variances
Page 45 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Make recommendations
Compile and format report within policy and procedure
Question 22
Identify the type of BAS statement
Check period for completion
On line or manually
Sales for period
GST collected
Purchases for period
GST paid for purchases for period
Purchases capital or general
Wages and PAYG withholding for the period
Income for the period
PAYG instalments on total sales based on ATO %
Post or lodge online and make payments
Page 46 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
RECORD OF CONVERSATIONBSBINN301A Promote innovation in a team environment
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 23: Discuss a change to work practices implemented in your workplace. How was the need for change identified and how did you contribute to the implementation of the change?
Question 24: What methods have you used to gather information on the effect of change and how have you presented this information?
Question 25: Describe an innovative idea you have had to improve work practices. What guidelines did you follow when considering the idea and how did you source feedback on the idea?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 23OHS legislation
Industry codes of practice
Organisation’s strategic objectives and plans
Job descriptions
Environmental legislation
Access and equity practices
Enterprise policies and procedures
Management recommendation or decisions (e.g. relocation, downsizing, new priorities)
Technical, market, organisational or resource changes or uncertainty
Corporate research and development
Organisational restructuring, staffing changes
Introduction of new technology or products
Continuous improvement programs
Employee or team suggestions or interviews
Market demands; new client base
Analysis of qualitative/quantitative data
Brainstorming and feedback
Implement change
Creates a readiness to change
Page 47 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Creates shared vision and common direction
Develops leadership and uses behaviours that advocate innovation
Implements mentoring and coaching programs
Builds the ability to change – prepares management, develops implementation plan, monitors change implementation
Promotes participation and consultation with individuals and teams
Encourages teams and asks for feedback
Promotes positive attitude
Question 24
Customer surveys
Employee satisfaction
Industrial disputes
Supplier feedback
Productivity measures
Cost savings
Market share data
Presented
Weekly reports
Monthly reports
Present to consultative groups
Occupational health and safety meetings
Union delegates consultation
Page 48 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Financial reports
Business and performance plans
Question 25
Values contribution of others
Integrates different points of view
Ensures idea is realistic
Ensures idea relates to work practices and company goals
Ensures idea is clear, correct and complete
Ensures idea meets company guidelines
Identifies risk factors and potential constraints
Provides recommendation for success of change
Feedback
Customer survey
Interviews
Comments from colleagues
Analysis of qualitative/quantitative data
Recommendations
Management decisions
Knowledge management systems
Quality assurance data
RECORD OF CONVERSATION
Page 49 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
BSBMKG413A Promote products and services
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 26: Describe the products and services offered by your organisation and discuss how you keep your knowledge current on these products and services.
Question 27: Discuss a promotional activity you have planned and coordinated including the planning process, personnel and resource allocation and how you used your networks to ensure the success of the activity.
Question 28: In advising on promotional activities of products/services, what types of advice have you provided and what data did you base your advice on?
Question 29: What types of feedback has your company collected on promotional activities of products and services and how was the feedback used to plan future activities?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 26OHS legislation
Industry codes of practice
Anti-Discrimination legislation
Ethical practices
Environmental legislation
Privacy and Confidentiality
Industry standards
Company policies and procedures
Business communication skills
Customer special needs
Cultural awareness /
Describes products and services features and characteristics
Reads product manual
Learns about services features and offerings
Seeks information on internet/intranet
Talks to industry associations
Attends conferences
Seeks supplier information
Researches competitors product and service information
Question 27
Describes promotional activity – media announcement, employee function, client function, product or other launches, advertisement, web pages
Planning
Page 50 of 104Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
sensitivity / diversity
Profitability and viability
Determines market needs of the organisation
Determines promotional objectives
Consults with relevant stakeholders
Sets realistic timeframes
Ensures cost meets budget requirements
Uses business technology for planning and scheduling
Personnel and resources
Identifies personnel roles to facilitate promotion
Allocates responsibility to personnel based on role
Uses networks to assist with planning and organising
Invites contacts/clients to increase exposure
Seeks input from industry contacts
Promotes activity through contacts (word-of-mouth promotion)
Seeks feedback from contacts to evaluate success of activity
Question 28
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KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Most appropriate types of promotional material
Cost of promotional activities within budget resources
Target groups
Based on
Knowledge of product/service
Knowledge of customer group
Customer feedback/surveys
Sales figures/trends
Returned goods
Lost customers
Complaints
Question 29
Unsolicited feedback – verbal or written
Customer surveys/questionnaires
Suggestion box
Feedback used to
Repeat or improve upon what has worked well in the past
Prepare conclusions and recommendations for continuous improvement of promotional activities
Improve promotional activities
Use financial and other resources more effectively
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RECORD OF CONVERSATIONBSBMKG414A Undertake marketing activities
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 30: Discuss a marketing activity you have planned and managed. How did you evaluate the outcomes of the activity?
Question 31: What information have you or your organisation gained from reviewing marketing activities?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 30Legislation
Industry codes of practice
Industry and national standards
Enterprise policies and procedures
Environmental legislation
Business communication skills
Marketing strategies
Business plans and objectives
Activities
Identifies the organisations need
Attends a trade show or other events
Develops displays, signs, media releases
Implements advertising or telemarketing campaigns
Creates website or online information
Conducts client or supplier information sessions
Creates promotion or information materials
Provided samples
Sources testimonials
Implements
Develops implementation or work plan
Determines resources requirements
Allocates roles and responsibilities
Communicates plan and timeframes
Monitors progress
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Evaluate
Compares expected and actual outcomes
Debriefs participants
Analyses collected data – surveys, feedback
Identifies and documents future improvements
Reports on activity for management input
Question 31
Projected client inquiries
Projected detailed potential client follow up
Projected sales and service levels
Market definitions and statistics
Market segmentation
Target audience profiles
Marketing problems and change requirements
Future promotion activities
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RECORD OF CONVERSATIONBSBRES401A Analyse and present research information
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 32: Describe a presentation you have completed in your workplace and how you prepared it. How did you evaluate the effectiveness of the presentation?
Question 33: Discuss how you have applied research skills to gather information for a presentation.
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 32OHS legislation
Industry codes of practice
Anti-discrimination legislation
Codes of Practice
Privacy legislation
Data management
Information validity
Enterprise policies and procedures
Ethical standards
Recording and filing procedures
Research procedures
Identifies purpose, content, audience, relevant information
Gathers information and organises the presentation according to audience needs/organisational requirements
Identifies relevant sources of information
Uses appropriate technology to gather, store and organise information
Uses a variety of ways to research, collect and analyse information including online and non-electronic
Considers ethical matters in collecting, using and sharing data
Presents information in a format and using language that is suitable
Reviews and clarifies information where necessary
Checks accuracy of content, spelling, technical names and terminology
Produces according to requirements including timeframes
Presentation effectiveness
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Questions audience to check understanding
Asks for feedback
Completes a self assessment
Discusses presentation with colleagues or manager
Reviews effect on the business (2 weeks/1 month)
Collects product/service sales data
Question 33
Identifies the objectives of the research
Reads and evaluates different type of texts, documents and information
Uses appropriate research strategies
Uses appropriate strategies to ensure data and information is reliable (including use of Boolean operators, online strategies and other tools)
Listens to what others have to say and extracts relevant information
Watches others and uses observations to add to data
Questions and analyses information gathered
Selects relevant pieces of information
Summarises important information to be presented
Organises information so it is easy to understand and is meaningful
Writes up conclusions in an appropriate format to present and ensures that it meets organisational objectives
Ensures findings are distributed appropriately according to organisational requirements
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RECORD OF CONVERSATIONBSBPMG510A Manage projects
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 34: Discuss an example of a project you have managed and how you formulated your project plan.
Question 35: In administering a project plan, how have you managed risk?
Question 36: What information have you collected at the final review of a project and how was it used to plan for future projects?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 34OHS legislation
Industry codes of practice
Anti Discrimination legislation
Ethical principles
Environmental legislation
Data management
Legislation
Australian Standards
Time constraints
Information technology
Enterprise policies and procedures
Establishes project scope, parameters and constraints
Defines and analyses project stakeholders
Identifies reporting relationships
Identifies relationships to other projects in the organisation
Identifies required resources (including human resources)
Uses information to develop budgets
Sources organisation project tools
Seeks input from other functional areas
Gains approval for project plan
Question 35
Ensures project personnel are clear about roles and responsibilities
Implements training as required
Provides support as required
Seeks specialist input
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KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Maintains records for progress reports
Communicates frequently with stakeholders
Identifies and evaluates risk to establish treatment
Monitors and reviews projects systems
Achieves project goals/aims
Question 36
Contract documents
Forms, logs, checklists completed by personnel
Progress reports
Performance criteria on contractors
Process information
Documented problems
Prepares project completion report including future recommendations
Reassigns staff and resources to other roles
Reviews information against original plan and updates plan for future use
Advises of problems faced and resolutions
Reviews processes for more effective implementation
Determines suitability of contractors for future projects
Documents lessons learned
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RECORD OF CONVERSATIONBSBREL401A Establish networks
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 37: Discuss how you develop networks and maintain professional relationships.
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Participates and contribute to: advisory committees/reference groups business meetings/committees external agencies/ inter-agency networks colleagues/work team lobby groups/support groups/interest groups clients/customers/suppliers
Uses communication and negotiation
Conducts collaboration with networks
Gives presentations to promote the relationship
Gathers feedback to inform networking practices
Seeks advice in establishing new contacts
Establishes terms of reference, goals and objectives of the relationship
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RECORD OF CONVERSATIONBSBREL402A Build client relationships and business networks
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 38: What skills do you use in building relationships with a diverse range of clients and how do you foster that relationship?
Question 39: In what ways do you participate in and contribute to your businesses networks?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 38OHS legislation
Marketing codes of practice
Ethical standards
Legal requirements
Environmental legislation
Organisational policies and procedures
Strategic plans
Marketing plan
Trade Practices Act
Privacy Confidentiality Legislation
Uses diverse range of communication techniques to meet client need
Develops rapport
Ability to feedback relevant information
Opens questions and active listening
Demonstrates awareness of cultural/physical differences
Uses high level of literacy
Seeks clarification
Identifies non verbals / body language
Uses cards, brochures, flyers
Provides prompt and courteous client service
Gives clients an opportunity to provide feedback
Plans to reward clients loyalty
Maintains regular contact
Uses effective strategies to work around identified barriers
Uses improvement strategies based on client feedback
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 39
Make the time to participate in networking activities
Participate in conferences/forums/seminars/PD
Take opportunity to develop knowledge of market and products
Ensure communication path ways are established and open
Approach the network for information
Provide the network with information
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RECORD OF CONVERSATIONBSBSMB405A Monitor and manage small business operations
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 40: What is the process you have used to develop operational strategies and procedures?
Question 41: How do you monitor the effectiveness of the strategies and procedures?
Question 42: What strategies do you use to improve your business operations?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 40OHS legislation
Industry codes of practice
Quality assurance systems
Risk management
Environmental legislation
Technology
Communication skills
Analyse business goals and objectives
Develop an action plan to provide clear direction
Risk management strategies are applied
Review/develop quality systems
Develop short and long term operational targets.
Involve staff in the process
Apply strategies to encourage participation/collaboration
Provide PD for staff
Question 41
Implement monitoring systems such as, customer feedback, stock control, waste/shrinkage, expenditure/cost, risk management
Maintain staffing numbers and skills mix.
Ensure cost, time and quality requirements
Follow legal, ethical, cultural and technical standards in the provision of services
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KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Track performance to goals and objectives
Question 42
Review strategic and business plan
Research business opportunities
Review systems
Review policy and procedure
Provide PD for staff
Use the data collected to inform changes
Keep accurate records
Implement remedial action
Researches and analyses information about new business opportunities
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RECORD OF CONVERSATIONBSBSMB406A Manage small business finance
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 43: How do you develop and implement your businesses financial plan?
Question 44: How do ensure your financial plan is working for your business goals and objectives?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 43OHS legislation
Industry codes of practice
Risk management
Awards/tax and superannuation
Environmental legislation
Communication skills
Insurance requirements
Technology
Legal and legislated requirements
Principles of book keeping
Develop financial plan according to business goals and objectives
Gather relevant financial information for reports and distribution
Enlist professional services as required
Develop projected budgets for the period
Develops clear credit policies and procedures and collection of debt
Keep accurate records for statutory reporting
Consult/collaborate with key stakeholders
Set key performance indicators
Reporting requirements
Question 44
Monitor and review policies and procedures
Track performance against business plans
Evaluate and analyse financial ratios
Measure the success of marketing strategies
Make changes to financial plan as needed
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RECORD OF CONVERSATIONBSBSMB407A Manage a small team
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 45: What factors have you considered when planning to recruit staff?
Question 46: Describe a time you employed a new staff member and the induction and training process you undertook.
Question 47: Explain how you have managed staffing to ensure consistent business operations.
Question 48: Outline how you have managed your team to maximise performance outcomes. How have you handled poor performance?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 45Legislation EEO, OHS, IR, Anti Discrimination
Company policy and procedure
Awards and Enterprise agreements
Industry Codes of Practice
Social and cultural diversity
Disciplinary and grievance procedures
Taxation /superannuation
Number of staff required to meet company and team goals
Job descriptions and performance expectations
Existing skills in the business
Skills gaps to cover all business functions
Policies and procedures in relation to staffing – recruitment, performance measures, induction, training
Systems and processes for staff to follow
Recruitment costs
Job advertisement
Recruitment process
Question 46
Provides job description and explains responsibilities
Provides tour of business and introduces employee (if applicable)
Demonstrates use of equipment and technology
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KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Discusses business policies and procedures
Coaches on job specific tasks
Develops a HR file to maintain employee records
Records payroll details
Question 47
Reviews skill levels against performance measures
Notes and monitors staffing requirements
Adjusts staffing to balance between operational and support personnel
Monitors and review staff an task allocation
Provides opportunity for staff to discuss work related issues
Develops contingency plan for unexpected or extreme situations
Takes corrective action as identified
Question 48
Develops positive working relationships within the team
Consults with team members to review and update objectives
Identifies team strengths and weaknesses against current and expected outcomes
Allocates time for team members to discuss operations
Brainstorms with team to make improvements
Seeks feedback from team members for continuous improvement
Encourages team members to monitor own performance
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KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Encourages team members to identify and suggest own development opportunities
Poor performance
Allocates time to discuss performance issues
Outlines employee rights and obligations
Counsels employee in a positive and constructive manner
Discusses options for improvement
Sets future review date
Takes records and files in HR file
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RECORD OF CONVERSATIONBSBSMB408A Manage personal, family, cultural and business obligations
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 49: What are the implications of family, community, cultural obligations/commitments on the business?
Question 50: Outline the contexts in which a business operates.
Question 51: What strategies do you have in place to ensure workers have work/life balance and are able to meet their obligations/commitments?
Question 52: How do you manage a negative impact on the business due to workers outside obligations/commitments?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 49OHS legislation
Industry codes of practice
Risk management
Awards/tax and superannuation
Environmental legislation
Communication skills
Principles of HR
Technology
Legal and legislated requirements
Ethical principles
Increased/decreased staff leave
Reduced/increased productivity
Enhanced depth of knowledge/worker development
Discord among staff
Access to programs which aim to benefit both organisation and community
Staff retention
Question 50
Business community
Culturally and linguistically diverse communities
Family groups
Indigenous communities
Non-indigenous communities
Professional community
Religious and/or spiritual communities
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KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Specific target groups
Question 51
Open communication strategies
Forward planning to address known events
Contingency plans for unknown events
Flexible work hours
Tools such as calendar, rosters, timetables, diaries
Promoting team processes
Succession planning
Question 52
Open communication strategies
Developing clear processes and guidelines for staff
Forward planning to address known events
Contingency plans for unknown events
Understands the impact of their work on community, family, self, business and job role and skill level
Using networks to discuss resolutions
Developing clear processes and guidelines for staff
Performance appraisal system
Personal and professional development
Relevant work roles for services/community and individual
Provision for 360 degree feedback
Consultation with all groups
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RECORD OF CONVERSATIONBSBSMB409A Build maintain relationships with small business stakeholders
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 53: How do you make sure that the relationships you have with key stakeholders is appropriate for your small business?
Question 54: How does the structure of your organisation contribute to the development of key stakeholder relationships?
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 53OHS legislation
Industry codes of practice
Risk management
Principles of access and equity
Environmental legislation
Communication skills
Organisations policy and procedure
Technology
Legal and legislated requirements
Problem solving skills
Provision of appropriate communication strategies
Inclusive strategies for communicating with key stakeholders
Ensures communication is clear, accurate and responsive to issues and needs
Communication is culturally sensitive
Ensure each staff member has clear description of their role and knows their responsibilities
Staff training around strategic direction
Professional, ethical behaviour
Carry out work with due diligence
Maintain professional boundaries
Develop terms of reference/contract arrangements/agreed roles and responsibilities
Information gathered from client is used to improve services
Question 54
Identify type of organisational structure
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
KEY POINTSThe candidate’s response should evidence the following
INDUSTRY REQUIREMENTSThese must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTSRecord other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Reporting requirements
Business/strategic plan goals and objectives
Services/programs developed to meet plans and client requirements
Business relationships developed based on services/programs
Evaluation and review of relationships to enhance or alter the arrangement
Make changes to the roles and responsibilities of the organisation to improve the relationship
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
SECTION D
Practical Tasks and Observation Recording
SheetsYou use this section to assist you in determining a candidate’s competency in those areas where they have not yet successfully demonstrated their skills, knowledge and prior experience. Therefore, candidates are not required to complete all tasks. You select tasks after considering available evidence collected through previous phases and according to context and needs of each candidate.
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
PRACTICAL TASKS
Candidates are not required to complete all tasks. The Assessor is to select tasks after considering available evidence collected through previous phases and according to the context and needs of each candidate.
Unit of Competency
Practical Task
BSBPMG510A
Manage projects
BSBMKG414A
Undertake marketing activities
BSBMKG413A
Promote products and services
BSBCUS401ACoordinate implementation of customer services strategies
Task 1
SCENARIO
This task requires you to demonstrate your project planning skills to plan a conference in six (6) months time from now. The conference is to be held in Sydney and small businesses across Australia are to be invited. You work for an E-Marketing company and the conference is on new E-Marketing products and services offered by your company.
Complete the following steps to this task using the resources provided in Section E of this document:
(a) Using effective participative arrangements with your project team, define the scope of the project (partially completed) and develop an innovative overview plan using Table 1 and 2 in Section E – x indicates areas to be completed
Include marketing strategies
Include team meetings and training and development
Plan for monitoring, record keeping and writing reports
Encourage effective workplace relationships using consultation and collaborative strategies
(b) Table 3 - Write in examples of costs you may encounter in such a project using the categories in the table as a guideline
(c) Table 4 - Write a number of questions you might ask your self and your team to review the success of the conference. From these questions develop feedback forms for conference delegates to fill in to inform your reporting
BSBRES401A
Analyse and present research information
Task 2
This task requires you to identify objectives of the research based on the organisations requirements and plan your research.
Conduct research using valid and relevant strategies and collect, assess and organise information/data on any of the following:
Organisations products
Organisations services
Policy and procedures
Create a report on the findings with recommendations for improvements and present it to the appropriate person for feedback.
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Unit of Competency
Practical Task
BSBCUS401A
Coordinate the implementation of customer service strategies
BSBCUS402A
Address customer needs
Task 3
This task requires you to demonstrate the implementation of customer service strategies and standards applied in your workplace.
Options
If you are being assessed in your workplace you may be able to train a staff member on your company’s customer service strategies and standards and how to meet customer’s special needs using business networks you and your company have established.
If you are not being assessed in your workplace then step through the same training outline with your assessor.
BSBINN301A
Promote innovation in a team environment
BSBCRT501A
Originate and develop concepts
BSBREL402A
Build client relationships and business networks
BSBSMB409A
Build and maintain relationships with small business stakeholders
BSBREL401A
Establish networks
Task 4
You are to organise and facilitate a team planning meeting where the goals are to explore the issues the organisation has with it’s current client/business relationships and develop innovative strategies/concepts for:
(a) Establish and maintain new business networks(b) Innovative communication strategies(c) Terms of reference for new business relationships(d) Improvement and management of the relationships(e) Promotion of business relationships(f) Review of business relationships(g) Change management
During this meeting you will demonstrate your skills in applying techniques in keeping attendees motivated and drawing ideas out using creative thinking methods.
BSBSMB407A
Manage a small team
BSBSMB408A
Manage personal, family, cultural and business obligations
Task 5
To complete this task there are 5 stages.
A. From the business plan determine how many staff members you need to run your business effectively and mix of skill and knowledge you need. Develop a position description for each.
B. Plan to recruit a new team member and develop a recruitment policy and process including induction.
C. Consult staff through a performance planning and review process to identify:
business and/or personal requirements that may need to be considered when organising rosters and other functions of managing the business
Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
Unit of Competency
Practical Task
professional development
performance and non-performance
short and long term goals
D. Develop guidelines for staff that includes:
code of conduct
customer/client charter
family/community charter
contingency plans for events that are expected and not expected
flexibility for effective work/life balance
debriefing/supervision
E. Hold a team meeting to discuss and review team goals and objectives, strengths and weaknesses, time for operational/planning commitments, staff retention and other relevant issues.
BSBSMB404A
Undertake small business planning
BSBSMB405A
Monitor and mange small business operations
BSBSMB403A
Market the small business
Task 6
Develop or review the business plan for your organisation that includes finance and budgeting, marketing strategies, products and services and risk management strategies to assist in the achievement of business goals and objectives.
Based on the business plan develop operational strategies and procedures to run the business effectively and recommend procedural changes where required.
BSBSMB402A
Plan small business finances
BSBSMB406A
Manage small business finances
BSBFIA402A
Report on financial activity
Task 7
Using your knowledge of financial decision making, develop a financial plan for the business which identifies the businesses financial requirements, profit targets, cash flow projections and strategies for the procurement of finance.
Review and modify systems for the ongoing management of finances on a day to day basis and write a report for management.
Complete a periodical report on financial data that highlights aspects such as budget expenditure, resource allocation deficits, discrepancies, profit and loss, investment returns, wages etc.
Editable Version
RPL Assessor KitBSB40407 Certificate IV in Small Business Management
OBSERVATION RECORDING SHEETPractical Tasks
CANDIDATE’S NAME: SIGNATURE: DATE:
ASSESSOR’S NAME: SIGNATURE: DATE:
LOCATION:
NB: The skills listed below must be verified by a competent assessor through observed demonstration either in the candidate’s workplace as part of the candidate’s normal work duty OR as part of a practical assessment/demonstration set by the assessor.
Unit and element
covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
1a Identifies scope and purpose of project Plans project (conference) in consultation with key stakeholders Develops a project planUses appropriate time management tools such as Gant and Bar charts, software, spreadsheets, Critical path method etc.Determines project resource requirementsBudgets for resource costs Allocates roles and responsibilities – including selfPlans and implements marketing activitiesPromotes consultation and participationSupports team membersKeeps clear recordsMonitors project progressProduces reportsDevelops and maintains networksProvides product and procedural information including OHS and professional development based on team need
Legislation
Industry and national standards
Enterprise policies and procedures
Marketing strategies
Business plans and objectives
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Unit and element
covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
Coordinates training, coaching and learning for self and project team Evaluates learning outcomes against project needs Develops risk management plan
BSBPMG510A1, 2, 3, 4BSBMKG413A1, 3BSBMKG414A2
1b Develops budget for projectIdentifies resource needsDevelops a budget for the projectAllocates realistic costsAllocates costs in line with company guidelines Seeks feedback and approval on budget/costs
Cash flowProfitability Enterprise policies and procedures
BSBMKG413A3BSBMKG414A2, 3BSBPMG510A2, 3, 4, 5
1c Reviews project for high quality outcomes Seeks feedback on effectiveness of promoting products and services Reports on effectiveness of conference in promoting products and servicesReviews problems and learning for future eventsSeeks advise and recommendations for improvementReviews marketing strategy effectivenessReview effectiveness of planning toolsReviews staffing allocation Records and reports on resource usage Monitors project implementation Monitors and reports on budget and actual costsMeasures outcomes against plan and budgetRecords problems and future planning
Marketing strategies
Business plans and objectivesQuality standardsEnterprise policies and procedures
Legislation
Industry and national standards
BSBRES401A1, 2, 3
2 Identify objectives of the researchEstablishes method of collecting informationCollects informationAssesses information and how it relates to the
Legislation
Company policies and procedures
Workplace
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Unit and element
covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
research objectivesDetermines format of informationAccesses technology to store information and produce the reportAnalyses dataOrganises information to suit audience, format and purpose of the reportEnters information on the reportReviews information Asks for feedback
documentation
Data management
Information technology
BSBCUS401A1, 2, 3BSBCUS402A1, 2, 3
3 Promotes customer service strategies Encourages quality customer service standards Outlines strategies to deal with complaints and difficulties Implements customer service systems Discusses approaches in assessing customer needsOutlines strategies to help customer articulate needsDiscusses various special needs and how to address such needs Demonstrates reporting processes and forms Refers to team as required Access network to address customer needs Outlines strategies to establish and maintain business networksDemonstrates effective communication techniquesAccesses appropriate organisational forms as requiredDiscusses review of customer service strategies and recommendations
Legislation
Enterprise policies and procedures
Customer service standards
Legal requirements and constraints
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Unit and element
covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
BSBINN301A1, 2, 3, 4
BSBCRT501A1, 2, 3, 4
BSBREL402A1, 2, 3, 4
BSBSMB409A1, 2, 3
BSBREL401A2, 3
4 Analyses information about business relationships Compiles information in a format to present to a team meetingPlans the meetingUses a range of creative thinking techniques such as: Brainstorming De Bono’s hats Alter ego or hero’s Mind mapping Lateral thinking games Morphological analysis Sub-culture surfing Vision circles etc.Establishes meeting ground rulesInvestigates gaps in products, programs, processes and services based on the information suppliedAnalyses current communication issues in client/ business relationshipsIntroduces new ideas through external peopleDevelops strategies for meeting communication styles and methods in the most appropriate wayDevelops strategies for establishing rapport and gathering feedbackAssists attendees to generate preliminary ideas beyond what is evident and examine factors that impact on ideasExamines products, programs, processes and services offered by the competitionInvestigates the parameters of the business relationship and ways to clarify roles and responsibilities
Legislation
Codes of practice
Enterprise policies and procedures
Legal requirements
Management systems
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Unit and element
covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
Develops ways to improve management and maintenance of the client/business relationshipInvestigates innovative promotional activities around the business relationshipReviews existing relationships for relevance and benefits, roles and responsibilitiesExamines new ideas / solutions to issuesExplores barriers to new ideasExamines the implications in terms of social, ethical and environmental issuesIdentifies resourcesIdentifies suitability, feasibility and commercial potentialSeeks input and feedback on ideas from key stakeholdersSeeks technical advice as requiredMakes adjustments to conceptsDevelops plans for implementation including funding/resourcesReviews concept development process and continual improvement Encourages and supports others to foster changeEncourages suggestions on change and improved work practicesCommunicates ‘change’ in goals and objectives Uses business technology to implement changeProvides learning on change – mentoring/coachingOvercomes change problems with team membersMaintains relationships and communication during change process Monitors and evaluates effectiveness of change
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Unit and element
covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
5 Analyses the business planIdentifies staffing requirementsDetermines skills and knowledge needed Develops position descriptionsFiles position descriptions in staff recordsReviews/develops recruitment policy and proceduresDevelops induction processReviews/develops code of conductDevelops guide lines for working with clients and colleaguesDevelops guide lines for flexible working conditionsDevelops risk management strategies for staffing requirementsDevelops guide lines for support and supervisionImplements performance planning and review processIdentifies individual employee requirementsIdentifies goals and objectivesIdentifies professional development needsManages performance and non-performancePlans team meetingCommunicates team goals and objectivesOpens the floor for feedback and consultationExamines strengths and weaknesses Discusses taking the time to reflect on professional practiceDiscusses retention of staff and the benefits of ensuring communication remains open to discuss all relevant issues
Legislation
Codes of practice
Organisation’s strategic objectives and plans
Enterprise policies and procedures
Job descriptions
Access and equity practicesAustralian StandardsLegal requirements
BSBSMB404A 6 Identifies the essential requirements for the
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Unit and element
covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
1, 2, 3
BSBSMB405A1, 2, 3, 4
BSBSMB403A1, 2, 3, 4
business plan
Develops goals and objectives
Ensures legal obligations are included
Develops financial plan as part of the business plan
Considers market needs, size and potential in marketing plans and strategies
Ensures marketing plan goals and objectives, business plan and financial plan are linked closely to product, programs, processes, services and clients
Develops promotional activities
Promotes clear direction at an operational level of goals and objectives
Identifies OHS and risk management issues in the business plan
Develops OHS and risk management strategies
Includes staffing requirements
Consults key stakeholders
Develops operational procedures
Develops contingency plans
Establishes quality systems
Breaks down the plan to performance measures and/or operational targets
Uses innovation strategies to generate ideas
Monitors and reviews systems and structure to ensure targets are achievable and in line with goals and objectives
Implements changes in operations as required
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Unit and element
covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
Reviews policy and procedure and makes changes as required
Revises and alters the business plan through research, consultation and planning process
Keeps clear records and reporting
BSBSMB402A1, 2, 3
BSBSMB406A1, 2
BSBFIA402A1, 2, 3
7 Identifies the financial requirements of the business
Identifies costs associated with running the business
Works out the prices to be charged for products and/or services
Ascertains viability of the business
Distinguishes appropriate pricing strategies to suit the market and profit targets
Projects profit
Develops the business plan which includes projected profit, required assets, required capital and capital investment, cash flow projections, legal requirements
Produces budgets/projections/estimates
Identifies the right type of finance needed for the business and where to find it.
Acquires finance to meet the needs of the business
Establishes credit policies and procedures
Sets key performance indicators
Develops and distributes financial policies and procedures
Monitors financial performance against financial plan
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Unit and element
covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
Studies marketing strategies for effectiveness
Evaluates the financial ratios for the business/industry
Follows taxation requirements, including BAS statements
Analyse and recommend changes to the financial plan as required
Follows organisations financial policy and procedure
Gathers the data to produce financial reports
Completes reports in an appropriate format and within required time frames
Identifies and claims all obtainable benefits and allowances
Submits reports within time frames to relevant authority/people
Identifies issues in financial reports
Provides recommendations based on informed reports
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SECTION E
Resources for Practical Tasks
You use this section to access any resources required by the candidate to undertake the practical task/s or scenario/s. They are suggested resources only. You may wish to modify or use other resources for the assessment tasks.
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Task 1 resources
TABLE 1Item Particulars Time Resources PurposeScope
Sydney conference Date - x Key speakers
o xo xo x
Places/seats available - x
Complete timeframes X
Complete resource allocation/requirements X
Objectives To present a successful conference: with a 10 percent profit margin which will provide the company with new
networks X X
X X
Stage 1 Preparation requirements list x x x x x x x x
X X
Stage 2 Monitoring arrangements x x x x x x x x
X X
Stage 3 Completion due before conference x x x x x x x x
X X
Stage 4 Review and reporting on conference x x x x x x x x
X X
TABLE 2
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Role Responsibilities X X
X X
X X
X X
X X
TABLE 3Categories Cost items
Allocated costs X
Capital expenditure X
Direct costs X
Fixed costsX
Indirect costs X
Labour costsX
Materials and supplies costs X
Overhead costs X
Semi-variable costs X
Vendor costs X
TABLE 4
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QuestionsX
X
X
X
X
X
X
X
X
X
X
X
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
SECTION F
Third Party VerificationThe preferred approach in gaining third party validation is to take the forms in this section to the candidate’s previous employers or referees to gain confirmation of the candidate’s skills against the required competencies. This would be done during a conversation or interview with these people.
It may be beneficial to make contact with the employers/referees early in the recognition process to make appointments, particularly if you have to travel some distance to visit them. This may be done on the same day as a practical assessment in the workplace if appropriate.
It is recommended that verification be obtained from one or two referees who can confirm the candidate’s industry skills in context over time.
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regularly undertaken the following activities within the workplace since commencing employment with this organisation:
Initial those skills/ competencies (below) that the candidate has or can successfully perform in the workplace
A Motivate and encourage team members to generate new ideas on promotion of products, services, processes and service delivery at an operational level.
B Establish, maintain and improve client and business relationships.
C Establish and maintain effective networks.
D Develop the roles and responsibilities and establish relationships with small business stakeholders.
E Plan the management of and mange staff, has knowledge of industrial relations, staff selection, record keeping, induction, training, team development and careers planning to enhance business operations.
F Develop and implement strategies to improve business success by examining the impact of personal, family and cultural obligations.
G Develop, implement, monitor and review operational strategies and procedures.
H Undertake data analysis, review and update the content of the business website.
I Implement monitor and review strategies for the ongoing management of a small business’s finance.
J Report on financial activity for business both in response to client requests and to meet statutory requirements.
K Research and develop an integrated business plan for achieving business goals and objectives.
L Develop and implement marketing strategies and monitor and improve market performance.
M Develop a financial plan to support business viability.
N Identify and comply with the regulatory, legal, taxation and insurance requirements, and risk management needs of small business.
O Identify and address specific customer needs and coordinate the implementation of customer services.
P Promote effective team processes and relationships by encouraging innovation, collaboration and open communication
Q Plan, implement, review and report on promotional activities to enhance the success of the business.
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R Gather information using appropriate research methodologies and analyse and organise the information and present the findings in the appropriate format.
S Based on collected market data, plan and implement marketing activities and report on the effectiveness of these activities.
T Manage a straightforward project or a section of a larger project addressing the management of projects including the development of a project plan, administering and monitoring the project, finalising the project and reviewing the project to identify lessons learnt for application to future projects
If you would like any further information or would like to discuss any of the above, I can be contacted on
Yours sincerely
SignaturePrint Name and Position
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
SECTION G
Assessment TablesYou use these tables as a reference tool to see at a glance which units/elements of competency are within the qualification.
Question numbers refer to those found in SECTION C of this kit.
Practical assessment/scenarios numbers refer to those found in SECTION D of this kit.
It is important to note that this section is used for validation purposes only. Any mapping should be done after questions and tasks have been selected.
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
Elements Performance Criteria Questions Practical Tasks
BSBSMB401A Establish legal and risk management requirements of small business
1. Identify and implement business legal requirements
1.1 Identify and research possible options for the business legal structure using appropriate sources1.2 Determine legislation and regulatory requirements affecting the operations of the business under its chosen structure1.3 Develop and implement procedures to ensure full compliance with relevant legislation and regulatory requirements
111
2. Comply with legislation, codes and regulatory requirements
2.1 Establish systems to ensure the legal rights and responsibilities of the business are identified and the business is adequately protected, specifically in relation to occupational health and safety (OHS), business registration and environmental requirements
2.2 Identify taxation principles and requirements relative to the business and follow procedures to ensure compliance2.3 Identify and carefully maintain legal documents and maintain and update relevant records to ensure their ongoing security and
accessibility2.4 Monitor the provision of products and services of the business to protect legal rights and to comply with legal responsibilities2.5 Conduct investigations to identify areas of non-compliance with legal and regulatory requirements and take corrective action
where necessary
111
11
3. Negotiate and arrange contracts
3.1 Seek legal advice on contractual rights and obligations, if required, to clarify business liabilities3.2 Investigate and assess potential products/services to determine procurement rights and to ensure protection of business interests
where applicable3.3 Negotiate and secure contractual procurement rights for goods and services including contracts with relevant people, as required,
in accordance with the business plan3.4 Identify insurance requirements and acquire adequate cover3.5 Identify options for leasing/ownership of business premises and complete contractual arrangements in accordance with the
business plan
21
2
22
BSBSMB402A Plan small business finances
1. Identify costs, calculate prices and prepare profit statement
1.1 Identify and document costs associated with the production and delivery of the business products/services1.2 Calculate prices based on costs and profit margin, as an hourly charge out rate for labour or unit price for products1.3 Calculate break-even sales point to establish business viability and profit margins1.4 Identify appropriate pricing strategies in relation to market conditions to meet business profit targets1.5 Prepare projected profit statement to supplement the business plan
44444
77777
2. Develop a financial plan 2.1 Set profit targets/goals to reflect owner’s desired returns2.2 Identify working capital requirements necessary to attain profit projections2.3 Identify non-current asset requirements and consider alternative asset management strategies2.4 Prepare cash flow projections to enable business operation in accordance with business plan and legal requirements2.5 Identify capital investment requirements accurately for each operational period2.6 Select budget targets to enable ongoing monitoring of financial performance
333333
777777
3. Acquire finance 3.1 Identify start-up and ongoing financial requirements according to financial plan/budget3.2 Identify sources of finance, including potential finance backers, to provide required liquidity for the business to complement
business goals and objectives3.3 Investigate cost of securing finance on optimal terms
44 4
777
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Elements Performance Criteria Questions Practical Tasks
3.4 Identify strategies to obtain finance as required to ensure financial viability of the business 4 7
BSBSMB403A Market the small business
1. Develop marketing strategies
1.1 Analyse the business and its key products or services to determine the focus of marketing activities, in accordance with the objectives of the business plan
1.2 Evaluate the customer base and target market for the small business as a basis for the marketing objectives and strategies1.3 Determine marketing objectives that are ethically and culturally appropriate, in consultation with relevant people and in
accordance with the business plan
5
65, 6
6
66
2. Determine a marketing mix for the business
2.1 Balance product mix, volumes and pricing to optimise sales and profit2.2 Evaluate the costs and benefits of using different distribution channels and/or providing different levels of customer service and
consider the results in determining the marketing mix2.3 Determine promotional activities to suit the target market2.4 Consider customer needs and preferences in determining the marketing mix2.5 Determine the marketing mix according to market and business needs
55
65, 6
5
66
3. Implement marketing strategies
3.1 Brief persons involved in the marketing effort on their roles and responsibilities, to ensure the success of marketing strategies3.2 Plan and implement promotional activities, in accordance with marketing objectives and budgetary requirements
56 6
4. Monitor and improve marketing performance
4.1 Monitor marketing activities and evaluate business performance according to objectives and targets of the business plan4.2 Analyse performance gaps and take corrective action or set new targets4.3 Encourage all relevant people to propose ways to improve marketing performance4.4 Seek and analyse customer reaction to all aspects of the marketing mix, using culturally appropriate processes, to improve
targeting and outcomes4.5 Conduct ongoing research of customer requirements to identify opportunities for change and improvement4.6 Monitor and investigate changes in the market for new opportunities to aid business development
6666
66
666
66
BSBSMB404A Undertake small business planning
1. Identify elements of the business plan
1.1 Identify purpose of the business plan1.2 Identify and review the essential components of the business plan1.3 Identify and document business goals and objectives as a basis for measuring business performance
777
666
2. Develop a business plan
2.1 Research resources, legal and compliance requirements, specifically in relation to occupational health and safety (OHS), in accordance with business goals and objectives
2.2 Research market needs, and market size and potential2.3 Identify sources and costs of finance, from the finance plan, to provide required liquidity and profitability for the business2.4 Identify methods, from the marketing strategies, to promote the market exposure of the business2.5 Identify methods/means of production/operation from the production/operations plan to conform with business goals and
objectives2.6 Identify staffing requirements to effectively produce/deliver products/services2.7 Identify specialist services and sources of advice, where required, and cost in accordance with resources available
7, 9
777
7, 8
7
6
666
6
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Elements Performance Criteria Questions Practical Tasks
7, 8 6
3. Develop strategies for minimising risks
3.1 Identify specific interests and objectives of relevant people and seek and confirm their support of the planned business direction3.2 Identify and develop risk management strategies according to business goals and objectives, and relevant legal requirements3.3 Develop contingency plan to address possible areas of non-conformance with the plan
7, 899
666
BSBCRT501A originate and develop concepts
1. Evaluate and explore needs and opportunities
1.1 Research and evaluate existing information that informs new concept development1.2 Where appropriate, identify and use gaps in current range of products, programs, processes or services as the catalyst for
generating new ideas or concepts1.3 Expand the potential of new ideas through exploration of opportunities beyond the obvious1.4 Identify factors that could have an impact on ideas or concepts to be developed, including potential for commercialisation1.5 Determine whether other players are filling identified gaps or investigating similar opportunities1.6 Develop preliminary ideas on innovative and different ways to address needs and opportunities1.7 In consultation with relevant stakeholders, agree on broad parameters for developing ideas and concepts to meet market
requirements
1010
1110101111
44
4
444
2. Develop a range of creative approaches
2.1 Use a range of creative thinking techniques to generate innovative and creative concepts to address identified needs2.2 Challenge, test and experiment with different concepts and ideas as part of a collaborative process2.3 Evaluate concepts in terms of their suitability for the target audience or purpose, their feasibility and their commercial potential2.4 Take account of social, ethical and environmental issues as concepts and ideas are generated and discussed2.5 Identify resources required to achieve desired creative and innovative outcomes2.6 Evaluate the effectiveness of different strategies for achieving desired outcomes2.7 Select concepts or approaches that achieve required outcomes in an innovative and feasible way2.8 Present proposed concepts or approaches in an appropriate format
1111111111111111
44444
3. Refine concepts 3.1 Ensure concept development process is open to ongoing refinement and testing3.2 Seek input and feedback on concepts from relevant stakeholders3.3 Seek specialist advice on creative and technical aspects of proposals as required3.4 Compare concepts with best practice examples of similar products, programs, processes or services3.5 Use a range of creative and practical criteria to determine the advantages and disadvantages of different concepts3.6 Evaluate constraints on the realisation of concepts or ideas3.7 Refine proposals based on analysis and feedback
11, 12111212
11, 121212
444
4. Develop concepts to an operational level
4.1 Use refined concepts as the basis for developing detailed implementation specifications4.2 Present specifications to relevant parties for approval, funding or endorsement4.3 Reflect on methodology used to generate concepts and ideas and note ways of improving the in the future
121212
444
BSBCUS401A Coordinate the implementation of customer service strategies
1. Advise on customer service needs
1.1 Clarify and accurately assess customer needs using appropriate communication techniques 13 3
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Elements Performance Criteria Questions Practical Tasks
1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery1.4 Use business technology and/or online service to structure and present information on customer service needs
1414, 1514, 15
3
2. Support implementation of customer service strategies
2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups2.2 Identify and allocate available budget resources to fulfil customer service objectives2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
14, 151414
14, 15
3
33
3. Evaluate and report on customer service
3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client
service strategies3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction
141414
14
333
3
BSBCUS402A Address customer needs
1. Assist customer to articulate needs
1.1 Ensure customer needs are fully explored, understood and agreed1.2 Explain and match available services and products to customer needs1.3 Identify and communicate the rights and responsibilities of customers to the customer as appropriate
161616
333
2. Satisfy complex customer needs
2.1 Explain possibilities for meeting customer needs 2.2 Assist customers to evaluate service and/or product options to satisfy their needs2.3 Determine and prioritise preferred actions2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
16161616
333
3. Manage networks to ensure customer needs are addressed
3.1 Establish effective regular communication with customers3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within
and outside the organisation3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information
about the customer and the products and services available3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and
availability of products and services3.5 Maintain records of customer interaction in accordance with organisational procedures
1717
17
1717
33
33
BSBEBU401A Review and maintain a website
1. Review website content and use
1.1 Monitor and analyse customer and user feedback in accordance with organisations timelines1.2 Analyse automatically collected website data and identify trends1.3 Make recommendations on changes to the website and its content in response to feedback and data analysis and approve
changes scheduled for implementation1.4 Review cost implications of the recommended changes to determine their viability
181818
18
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Elements Performance Criteria Questions Practical Tasks
2. Update website 2.1 Replace superseded and inaccurate information with current information and add additional material in accordance with organisational requirements
2.2 Follow protocols for ensuring the accuracy and authenticity of information2.3 Remove services no longer available or required and add new ones in accordance with organisational requirements2.4 Check off-line information against that posted on the website and rectify discrepancies in accordance with organisational timelines2.5 Follow security procedures for updating the website
1919191919
3. Carry out non technical site maintenance
3.1 Analyse user feedback to confirm that faults have resulted from the site and are not user problems3.2 Rectify faults and make improvements to the site in response to user feedback approved by the organisation3.3 Add new web pages and/or active links and remove redundant pages and links in accordance with organisational requirements3.4 Make site changes in response to changes in marketing strategy in accordance with organisational requirements and
consideration of cost benefits
19191919
BSBFIA402A Report on financial activity
1. Compile financial information and data
1.1 Collect, evaluate and code current financial data to ensure consistency, quality and accuracy in accordance with organisational requirements
1.2 Use conversion and consolidation procedures to compile analysis in accordance with organisational requirements1.3 Make, record and disclose asset and liability valuations in accordance with organisational requirements1.4 Ensure that discrepancies, unusual feature or queries are identified, resolved or referred to the appropriate authority
20, 21
2120, 21, 22
21
7
777
2. Prepare statutory requirement reports
2.1 Correctly record income and expenditure to ensure compliance with statutory requirements2.2 Calculate liabilities for tax in accordance with current legislation and revenue gathering practices2.3 Correctly identify relevant receipts, revenue documentation and payments2.4 Ensure that statements and claims take full advantage of available benefits and allowances in accordance with statutory
requirements2.5 Submit statutory requirement reports to appropriate authorities within stated deadlines
21, 2221, 22
20, 21, 2221, 22
21, 22
7777
7
3. Provide financial business recommendations
3.1 Ensure that recommendations are logically derived and supported by evidence in report3.2 Provide recommendations to propose constructive actions to enhance the effectiveness and efficacy of functions and services3.3 Ensure recommendations are concise and facilitate direction and control of organisation’s operations3.4 Identify and prioritise significant issues in statements including comparative financial performances for review and decision
making3.5 Ensure structure and format of reports are clear and conform to organisational and statutory requirements
21212121
21
7777
7
BSBINN301A Promote innovation in a team environment
1. Create opportunities to maximise innovation within the team
1.1 Evaluate and reflect on what the team needs and wants to achieve1.2 Check out information about current or potential team members’ work in the context of developing a more innovative team1.3 Bring people into the team or make suggestions for team members based on what needs to be achieved and the potential for
cross-fertilising ideas1.4 Acknowledge, respect and discuss the different ways that different people may contribute to building or enhancing the team
232323 4
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Elements Performance Criteria Questions Practical Tasks
23, 24, 25 4
2. Organise and agree effective ways of working
2.1 Jointly establish ground rules for how the team will operate2.2 Agree and communicate responsibilities in ways that encourage and reinforce team-based innovation2.3 Agree and share tasks and activities to ensure the best use of skills and abilities within the team2.4 Plan and schedule activities to allow time for thinking, challenging and collaboration2.5 Establish personal reward and stimulation as an integral part of the team’s way of working
2523, 24, 25
232323
44
3. Support and guide colleagues
3.1 Model behaviour that supports innovation3.2 Seek external stimuli and ideas to feed into team activities3.3 Pro-actively share information, knowledge and experiences with other team members3.4 Challenge and test ideas within the team in a positive and collaborative way3.5 Pro-actively discuss and explore ideas with other team members on an ongoing basis
2323232323
44444
4. Reflect on how the team is working
4.1 Debrief and reflect on activities and on opportunities for improvement and innovation4.2 Gather and use feedback from within and outside the team to generate discussion and debate4.3 Discuss the challenges of being innovative in a constructive and open way4.4 Take ideas for improvement, build them into future activities and communicate key issues to relevant colleagues4.5 Identify, promote and celebrate successes and examples of successful innovation
2525252525
4
44
BSBMKG413A Promote products and services
1. Plan promotional activities
1.1 Identify and assess promotional activities to ensure compatibility with organisational requirements1.2 Plan and schedule promotional activities according to the marketing needs of the organisation1.3 Determine overall promotional objectives in consultation with designated individuals and groups1.4 Ensure that time lines and costs for promotion of activities are realistic and consistent with budget resources1.5 Develop action plans to provide details of product and services being promoted
26, 27272727
26, 27
1a1a1a
1a, 1b1a
2. Coordinate promotional activities
2.1 Ensure personnel and resources to support promotional activities are identified and prepared to facilitate the achievement of promotional goals
2.2 Identify and agree roles and responsibilities for delivery of promotional services and allocate to relevant personnel2.3 Establish and conduct relationships with targeted groups in a manner which enhances the positive image of the organisation2.4 Use networks to assist in the implementation of promotional activities
26, 27
272727
1a
1a
3. Review and report on promotional activities
3.1 Analyse audience feedback and data to determine the impact of the promotional activity on the delivery of products and services3.2 Assess effectiveness of planning processes to identify possible improvements in future activities3.3 Collect feedback and provide to personnel and agencies involved in promotional activity3.4 Analyse costs and time lines to evaluate the benefits accruing from the promotional activities3.5 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of
promotional activities
28, 2928, 2928, 2928, 29
29
1c
1c1c, 1b1a, 1c
BSBMKG414A Undertake marketing activities
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Elements Performance Criteria Questions Practical Tasks
1. Plan marketing activities
1.1 Need for marketing activities is identified1.2 Investigate previous marketing activities for relevant information1.3 Identify and analyse relevant policies and procedures 1.4 Identify outcomes expected from marketing activities 1.5 Undertake analysis of collected basic market information 1.6 Develop and document work activity plans for marketing activities 1.7 Obtain approval of plans from relevant enterprise personnel
3030, 3130, 31
30303030
1a1a1a1a1a
2. Implement and manage marketing activities
2.1 Determine and assess resources required for work activities 2.2 Undertake marketing activities 2.3 Assign responsibilities and functions to relevant personnel performing specific marketing functions2.4 Monitor marketing activities, reviewing and amending activity plans as required
30303030
1a, 1b1a1a
3. Review marketing activities
3.1 Measure and document outcomes of marketing activities 3.2 Review marketing activities against expected outcomes and document identified improvements 3.3 Prepare reports of marketing activities and communicate to relevant enterprise personnel
303030
1c1c1c
BSBRES401A Analyse and present research information
1. Gather and organise information
1.1 Gather and organise Information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements
1.2 Access information held by the organisation ensuring accuracy and relevance in line with established organisational requirements1.3 Ensure that methods of collecting information are reliable and make efficient use of resources in accordance with organisational
requirements1.4 Identify research requirements for combining online research with non-electronic sources of information1.5 Use business technology to access, organise and monitor information in accordance with organisational requirements1.6 Update, modify, maintain and store information, in accordance with organisational requirements
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323232
2
22
222
2. Research and analyse information
2.1 Clearly define objectives of research ensuring consistency with organisational requirements2.2 Ensure that data and research strategies used are valid and relevant to the requirements of the research and make efficient use
of available resources2.3 Identify key words and phrases for use as part of any online search strategy, including the use of Boolean operators and other
search tools2.4 Use reliable methods of data analysis that are suitable to research purposes2.5 Ensure that assumptions and conclusions used in analyses are clear, justified, supported by evidence and consistent with
research and business objectives
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33
32, 3332, 33
22
2
3. Present information 3.1 Present recommendations and issues in an appropriate format, style and structure using suitable business technology3.2 Structure and format reports in a clear manner that conforms to organisational requirements3.3 Report and distribute research findings in accordance with organisational requirements3.4 Obtain feedback and comments on suitability and sufficiency of findings in accordance with organisational requirements
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32, 3332
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2
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Elements Performance Criteria Questions Practical Tasks
BSBPMG510A Manage projects
1. Define project 1.1 Access project scope and other relevant documentation 1.2 Define project stakeholders 1.3 Seek clarification from delegating authority of any issues related to project and project parameters1.4 Identify limits of own responsibility and reporting requirements1.5 Clarify relationship of project to other projects and to the organisation’s objectives1.6 Determine and access available resources to undertake project
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1a1a
1a
2. Develop project plan 2.1 Develop project plan including timelines, work breakdown structure, role and responsibilities and other details of how the project will be managed in relation to the project parameters
2.2 Identify and access appropriate project management tools2.3 Formulate risk management plan for project, including occupational health and safety (OHS)2.4 Develop and approve project budget2.5 Consult team members and take their views into account in planning the project2.6 Finalise project plan and gain any necessary approvals to commence project according to documented plan
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1a
1a1a
1a, 1c1a
3. Administer and monitor project
3.1 Take action to ensure project team members are clear about their responsibilities and the project requirements 3.2 Provide support for project team members, especially with regard to special needs, to ensure that the quality of the expected
outcomes of the project and documented time lines are met3.3 Establish and maintain required record keeping systems throughout the project3.4 Implement and monitor plans for managing project finances, resources (human, physical and technical) and quality 3.5 Complete and forward project reports as required to stakeholders3.6 Undertake risk management as required to ensure project outcomes are met3.7 Achieve project deliverables
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1b1c
1a
1a, 1c1a
4. Finalise project 4.1 Complete financial record keeping associated with project and check for accuracy4.2 Assign staff involved in project to new roles or reassign to previous roles4.3 Complete project documentation and obtain any necessary sign offs for concluding project
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1a, 1c
5. Review project 5.1 Review project outcomes and processes against the project scope and plan5.2 Involve team members in the project review 5.3 Document lessons learnt from the project and report within the organisation
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1c1c1c
BSBREL401A Establish networks
1. Develop and maintain business networks
1.1 Use appropriate network strategies to establish and maintain relationships that promote the development of business opportunities
1.2 Identify and pursue network opportunities to maximise a range of contacts1.3 Communicate information regarding new networks to inform individuals, colleagues and clients of potential benefits1.4 Participate in professional networks and associations to obtain and maintain personal knowledge and skills
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Elements Performance Criteria Questions Practical Tasks
2. Establish and maintain business relationships
2.1 Develop and maintain relationships to promote benefits consistent with organisational/client requirements2.2 Gain and maintain trust and confidence of contacts through demonstration of high standards of business practices2.3 Use a high level of negotiation skills to encourage positive outcomes2.4 Identify difficult situations and negotiate solutions using collaborative problem-solving techniques2.5 Seek specialist advice in the development of contacts where appropriate
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3. Promote the relationship
3.1 Develop strategies to represent and promote the interests and requirements of the relationship3.2 Use appropriate presentation skills to communicate the goals and objectives of the relationship3.3 Effectively communicate issues, policies and practices of the relationship to a range of audiences, in writing and verbally3.4 Obtain feedback to identify and develop ways to improve promotional activities within available opportunities
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4
BSBREL402A Build client relationships and business networks
1. Initiate interpersonal communication with clients
1.1 Identify and use preferred client communication styles and methods1.2 Establish rapport with clients using verbal and non-verbal communication processes1.3 Investigate and act upon opportunities to offer positive feedback to clients1.4 Use open questions to promote two-way communication1.5 Identify and act upon potential barriers to effective communication with clients1.6 Initiate communication processes which relate to client needs, preferences and expectations
2.1 Develop client loyalty objectives focussing on the development of long term business partnerships2.2 Assess client profile information to determine approach2.3 Develop client loyalty strategies to attract and retain clients in accordance with the business strategy2.4 Identify and apply client care and client service standards
38383838
4
4
3. Maintain and improve ongoing relationships with clients
3.1 Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels3.2 Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients3.3 Obtain feedback to develop and implement strategies which maintain and improve relationships with clients
383838
44
4. Build and maintain networks
4.1 Allocate time to establish and maintain business contacts4.2 Participate in business associations and/or professional development activities to establish and maintain a network of support for
the business and to enhance personal knowledge of the market4.3 Establish communication channels to exchange information and ideas4.4 Provide, seek and verify information to the network
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BSBSMB405A Monitor and manage small business operations
1. Develop operational strategies and procedures
1.1 Develop an action plan to provide a clear and coherent direction, in accordance with the business goals and objectives1.2 Identify occupational health and safety (OHS) and environmental issues and implement strategies to minimise risk factors1.3 Develop a quality system for the business in line with industry standards, compliance requirements and cultural criteria1.4 Develop performance measures and operational targets to conform with the business plan1.5 Develop strategies for innovation, including the utilisation of existing, new or emerging technologies, where practicable, to
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
Elements Performance Criteria Questions Practical Tasks
optimise business performance
2. Implement operational strategies and procedures
2.1 Implement systems and key performance indicators/targets to monitor business performance and customer satisfaction2.2 Implement systems to control stock, expenditure/cost, wastage/shrinkage and risks to health and safety in accordance with the
business plan2.3 Maintain staffing requirements, where applicable, within budget to maximise productivity2.4 Carry out the provision of goods/services in accordance with established legal, ethical cultural and technical standards2.5 Provide goods/services in accordance with time, cost and quality specifications, and customer requirements2.6 Apply quality procedures to address product/service and customer requirements
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6
5, 6
6
3. Monitor business performance
3.1 Regularly monitor/review the achievement of operational targets to ensure optimum business performance, in accordance with the business plan goals and objectives
3.2 Review systems and structures, with a view to more effectively supporting business performance3.3 Investigate and analyse operating problems to establish causes and implement changes as required as part of the business
quality system3.4 Amend operational policies and procedures to incorporate corrective action
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4242
42
6
66
6
4. Review business operations
4.1 Review and adjust business plan, as required, to maintain business viability, in accordance with business goals and objectives4.2 Clearly record proposed changes to aid future planning and evaluation4.3 Undertake ongoing research into new business opportunities and adjust business goals and objectives as new business
opportunities arise
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BSBSMB406A Manage small business finances
1. Implement financial plan
1.1 Identify financial information requirements and obtain specialist services, as required, to profitable operate and extend the business in accordance with the business plan
1.2 Produce financial budgets/projections, including cash flow estimates, as required for each forward period, and distribute to relevant people in accordance with legal requirements
1.3 Negotiate, secure and manage business capital to best enable implementation of the business plan and to meet the requirements of financial backers
1.4 Develop and maintain strategies to enable adequate financial provision for taxation in accordance with legal requirements1.5 Develop, monitor and maintain client credit policies, including contingencies for debtors in default, to maximise cash flow1.6 Select key performance indicators to enable ongoing monitoring of financial performance1.7 Record and communicate financial procedures to relevant people to facilitate implementation of the business plan
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43
4343434343
7
7
77777
2. Monitor financial performance
2.1 Regularly monitor and report on financial performance targets and analyse data to establish the extent to which the financial plan has been met
2.2 Monitor marketing and operational strategies for their effects on the financial plan2.3 Calculate and evaluate financial ratios according to own industry benchmarks2.4 Assess financial plan to determine whether variations or alternative plans are needed, and change as required
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7
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BSBSMB407A Manage a small team
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RPL Assessor KitBSB40407 Certificate IV in Small Business Management
Elements Performance Criteria Questions Practical Tasks
1. Develop staffing plan 1.1 Staffing requirements to allow the business to run effectively are determined in accordance with business requirements as outlined in the business plan.
1.2 Existing skills/competencies of self and staff are identified and compared with business requirements to identify any gaps.1.3 Policies and procedures are developed to address recruitment, performance measures, induction, training and professional
development needs of owner/s and staff in accordance with the business plan.
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5
55
2. Recruit, induct and train the team
2.1 Job description and competencies required, clearly identified in accordance with business requirements , and employment vacancies advertised.
2.2 Information obtained from each candidate judged against specified selection criteria and selection decided in accordance with business and legal requirements.
2.3 New staff members inducted.2.4 Team members made aware of their responsibilities and performance requirements as soon as practicable and opportunities
taken to coach team members who are unfamiliar with business procedures.2.5 Systematic approach to training is taken, including demonstration and explanation, as appropriate to the skill or job being taught.
45
45
454545
5
555
3. Address industrial relations issues
3.1 Workplace rights and obligations of employers are clarified in accordance with legal requirements.3.2 Staff counselled if required, in a positive and constructive manner, and outcomes recorded accurately.
4648 5
4. Maintain staff records 4.1 Staff records system developed to provide timely and accurate information in accordance with confidentiality and legal requirements.
4.2 System for recording and retrieving personnel and payroll information monitored, accurately maintained and specialist advice sought where required.
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46
5
5
5. Manage staffing issues 5.1 Contribution and skills of self and other team members are regularly reviewed to ensure performance is in line with agreed performance measures.
5.2 Staffing requirements are noted, monitored and adjusted especially in regards to the balance between operational and support personnel according to changing business requirements.
5.3 Allocation of staff to particular tasks/functions is continually monitored and reviewed in the light of business requirements and corrective action taken promptly as required.
5.4 Opportunities for staff to discuss work related issues regularly provided.5.5 Contingency plan developed to cope with unexpected or extreme situations and appropriate corrective action taken as required.
45, 47
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474747
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5
55
6. Review team performance
6.1 Positive and constructive relationships developed with and between team members.6.2 Team objectives in support of business goals are reviewed and updated on a regular basis in consultation with team members6.3 Strengths and weaknesses of team identified against current and expected work requirements.6.4 Time is scheduled on regular basis, for team members to review work operations to maintain and improve operational efficiency.6.5 Team members are encouraged to monitor their own performance, suggest improvements and to identify professional
development needs in accordance with personal and business requirements.
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5555
BSBSMB408A Manage personal, family, cultural and business obligations1. Identify personal and
business commitments/ obligations within family, cultural and
1.1 Identify the personal, family, cultural and/or community contexts in which the business operates1.2 Identify the personal, family, cultural and/or community commitments/obligations that impact on the business1.3 Consider strategies to address and minimise the negative impact these commitments/obligations may have on the business
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Elements Performance Criteria Questions Practical Tasks
community contexts 1.4 Prepare workable plans to address and minimise the impact of these issues 51 5
2. Develop ethical work practices within family, cultural and community contexts
2.1 Develop a culturally appropriate work ethic in terms of personal, family and community obligations, and cultural requirements2.2 Identify and implement strategies to reinforce a culturally appropriate work ethic in the business2.3 Prepare contingency plans for when alternative action is required due to changes within the business, family, cultural and/or
community environments
525152
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3. Review work practices within family, cultural and community contexts
3.1 Monitor personal, family, cultural and/or community commitments/obligations to identify any changes that might impact on the business
3.2 Review plans and strategies to ensure that negative impacts of any commitments/obligations are being addressed and implement any necessary changes
3.3 Monitor implementation of the culturally appropriate work ethic to ensure that it is supported and maintained in the business
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52
52
5
5
5
BSBSMB409A Build and maintain relationships with small business stakeholders1. Establish and develop
communication and appropriate relationships with key stakeholders
1.1 Establish specific practices for communication with key stakeholders, in accordance with codes of practice, cultural protocols and agreed roles and responsibilities
1.2 Maintain specific ways of dealing with issues in communication with key stakeholders that adhere to codes of practice, cultural protocols and agreed roles and responsibilities
1.3 Identify and implement methods of working in culturally appropriate ways1.4 Identify and implement plans to deal with changes in circumstances and behaviours, as required
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2. Establish and develop roles and responsibilities in the small business
2.1 Clearly and accurately clarify roles and responsibilities in the business in accordance with organisational structure and lines of authority, codes of practice and job documentation
2.2 Identify and apply specific practices and behaviours from the codes of practice, that contribute to successful working relationships2.3 Clearly communicate responsibilities and practices to key stakeholders
53
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4
4
3. Review relationships with key stakeholders
3.1 Review communication practices used with key stakeholders and implement any necessary improvement strategies3.2 Monitor and evaluate relationships with key stakeholders and develop action plan/s needed to enhance relationships3.3 Evaluate roles and responsibilities in the business and undertake any revision necessary to improve successful working