Obtain information relevant to business issues
Obtain information relevant to business issues This unit describes the skills and knowledge required to develop and maintain information processing systems to support decision making; and to optimise the use of knowledge and learning throughout the organisation.
It applies to individuals who are responsible for ensuring that critical knowledge and information are readily available to review the organisation’s performance and to ensure its effective functioning. It applies to a wide range of knowledge and information such as business performance data, customer feedback, statistical data and financial data.
Assessment criteria
You will be assessed against the following criteria to establish your competence in the unit:
Assessment 1 – Obtain information relevant to business issues
Part 1. Knowledge test
Q1. Define Knowledge Management and give examples of existing and emerging technologies and how they can be used in knowledge and information management.
Part 2. Obtain information relevant to business issues
Q2. In this task you will be required to review staff and customer feedback, and other business performance information and prepare a Business Performance Report for your Supervisor’s review.
Q3. Source and gather reliable information.
Assessment methods
You will be required to complete all assessments for this unit to demonstrate your competence in this unit:
Assessment event no. Assessment method Assessment grading
1 Written assessment Competent/Not Yet Competent
2 Oral presentation Competent/Not Yet Competent
3 Written assessment Competent/Not Yet Competent
4 Written assessment Competent/Not Yet Competent
Assessment schedule
You will be assessed for this unit as per the following schedule:
Assessment event no. Assessment date Assessment venue
1 Refer to Moodle Moodle
2 Refer to Moodle Moodle
3 Refer to Moodle Moodle
4 Refer to Moodle Moodle
Reporting assessment outcomes
Your Transcript of Academic Record lists all of your results in your study to date.
“This is an ungraded unit; therefore your result will be recorded and reported to you as Competent (AC) or Not Yet Competent (NC)”.
If you have achieved competency in this unit but are unable to finish the qualification, you will receive a Transcript of Academic Record showing only the units you have completed. A Statement of Attainment for the unit/units you have successfully completed will also be provided. Please contact the Head Teacher to initiate this process.
Your final reported results can be accessed from the DET Student Portal https://portal.det.nsw.edu.au
Recognition and credit transfers: you can apply to have your previous study, work and/or life experiences recognised. Recognition of Prior Learning will be determined according to TAFE NSW Recognition Policy.
Please see recognition for further information.Resources required for assessments
You are required to bring in the following for the assessments:
Access to a Personal Computer (preferably Windows based) with installed MS Office. The PC should be equipped with multimedia software allowing to play and record voice/video of various formats mp3, mp4, mpeg, jpg etc.).
Internet web browser (preferably Chrome and/or IE) for:
• Accessing additional unit readings and PowerPoint class presentation, upload completed work on Moodle
• Accessing Subject Discussion Forum to post questions and receive feedback
Uploading completed assessment ask to Moodle
Assessment feedback, review or appeals Your teacher will provide feedback no later than three (3) weeks after all assessment activities have been conducted.
If you would like to request a review of your results or if you have any concerns about your results, contact your teacher or head teacher.
You will have three weeks from the date you receive your results in which to make an appeal and request a review.
You will receive a response within ten working days after receipt of the request.
Your Head Teacher will address the appeal in accordance with Assessment Guidelines for TAFE NSW.
Assessment conditions
You must submit assessment work and attended scheduled assessments on the required dates.
• If you miss an assessment you must discuss the issue of the missed assessment with your teacher within seven days, or at your first class attendance after the assessment, whichever occurs first.
• If you miss an exam, or arrive late by more than 30 minutes after the commencement of the exam, due to illness or circumstances beyond your control, you should contact the teacher of this unit.
• If you are deemed unsatisfactory in an assessment activity you may be eligible to get an additional opportunity to demonstrate competence. Speak to your teacher for further information.
• If you engage in cheating such as copying, colluding with another person, using unauthorised notes, or allowing another person to copy your work, you will be liable for disciplinary action as per Student Discipline Policy TAFE NSW. Whatever the form of assessment, it is essential that the work you are assessed on is your own. To validate the authenticity of your submitted work it may be checked used anti plagiarism software in addition it may be stored for future plagiarism checking.
TAFE NSW provides learners with every reasonable opportunity to have their work assessed and where possible each case of learner absence from an assessment will be considered on an individual basis. However, where there are no extenuating circumstances, the following penalties apply:
• where the results of the unit are recorded in marks, when the assessment is up to seven days late the result achieved by the learner is reduced by 15%
• when the assessment is more than seven days late, the result recorded is recorded as “not yet competent”
• for non-attendance at an assessment on a negotiated date, the result is recorded as “not yet competent”.
You can view information related to assessment in Every Student’s Guide to Assessment in TAFE NSW, which is available from www.tafensw.edu.au/courses/assessment.Assessment: reasonable adjustments If you are a student with a disability it is important for you to indicate this on your enrolment form and make contact with the Teacher / Consultant for Students with a Disability in your Institute for further information. If possible, this should happen before you enrol. They will provide you with appropriate information about the range of units available. Teachers and teacher consultants will arrange for students with a disability to be given reasonable adjustment in assessment on an individual needs basis.
Teachers may make reasonable allowances for the learners, based on the evidence provided, in accordance with the TAFE NSW Assessment Policy and guidelines. This may relate to the timeframe for submitting/attempting the assessment task or to an alternative form of assessment evidence to be used for assessing the learner’s level of achievement.
Teacher Contact Details
Unit Teacher
Location: TAFE Ultimo
Email:Robert.rychlik@gmail.com
Phone: 0424 641 752
Head Teacher
Location: TAFE Ultimo
Email: David.Chemke@det.nsw.edu.au
Phone: +61 2 9217 5049
BSBINM601
Manage knowledge and information
Assessment 1
Contents
Part 1. Knowledge test 7
Part 2. Obtain information relevant to business issues 8
COMPETENCY SUMMARY MAPPING – for teacher’s reference only 18
Part 1. Knowledge test
Q1. Define Knowledge Management (KM) and give examples of existing and emerging technologies and how they can be used in knowledge and information management.
Marking criteria:
• KM defined (including proper referencing (APA or Harvard style)
• Provided examples of existing KM technologies to identify, create, share, store and access knowledge and information
• Provided examples of emerging technologies (future technologies) that are being researched or trialled to manage KM and how they are going to be used in knowledge and information management
Part 2. Obtain information relevant to business issues
Q2. In this task you will be required to review staff and customer feedback, and other business performance information and prepare a ‘Business Performance Report’ for your Supervisor’s review.
Scenario:
ABCBikes models a bicycle industry in a western capitalist economy with a population of approximately 15 million people. Consumers in this markets have high discretionary income, and will freely buy any bicycle that suits their individual needs. There are three segments within this market: the low cost Youth Bike segment, the mid-range Mountain Bike segment and the high cost Road Bike segment.
Having recently completed a Business qualification you have been hired by your company as the Company Marketing Manager to oversee their products marketing and sales. Once you have proven yourself you will be promoted to Vice President of Sales & Marketing and be given control of Production, Finance and Product Development. You will then be groomed to be appointed the Company President (CEO) and be responsible for overseeing the planning, implementation and evaluation of your firm’s strategic company plans.
The company itself is one of the leading firms in the mountain bicycle industry, and is currently operated by an existing management team responsible to it’s many shareholders who have recently invested in your Firm post-government intervention providing the company with much needed capital (cash). Your first task as the newly appointed Marketing Manager is to research the business and identify possible ways of improving sales as well as improve staff satisfaction.
In Q2 you will: prepare a report in which you review firm’s business performance information, analyse it, define key issues and identify further information required to reach a decision on these problems/issues.
Marking Criteria lists the minimum that must be included in the report.
Marking criteria:
Submit document titled – “ABCBikes Business Performance Report” – to Moodle consisting of the following sections:
1. Executive Summary
1.1 State the purpose of the report and key business problems (‘why’ – state the purpose and scope of the report).
1.2 Summarise the key findings from your analysis (‘what you found out’ – major findings)
1.3 List the information needed to address the identified problems (‘so what’ – analysis, conclusions and recommendations)
2 Introduction (Key information about the business, max 200 words)
3 Analysis findings and discussion
Review and analyse the following Firm’s reports information (when necessary using a software application) and write a short findings report on each of the documents.
3.1 ‘ABCBikes Staff Engagement Survey results 2015’ (p.10)
3.2 ‘ABCBikes Customer Satisfaction Survey 2015’ (p.11)
3.3 ‘ABCBikes Income Statement (Proft & Loss) 2015’ (p.12)
4 Conclusion and recommendations
4.1 Define key issues and identify information required to reach a decision on the problems/issues.
Template for the Business Report attached below. If you cannot access it from this document, please download it from Moodle.
Maintain proper format of a business report (title page, content page, version control, attachment section, section headings as minimum). Hint: Download hints on Writing Business Reports (alternative link).
2015 ABCBike Staff Engagement Survey results
Q1 What department do you work in?
Accounting 20
Sales 34
Operations 12
HR 5
Marketing 23
IT 4
Administrative 15
R&D 3
Q2 I am satisfied with my opportunities for professional growth.
Strongly agree 80
Agree 20
Disagree 16
Q3 I am inspired to meet my goals at work.
Strongly agree 92
Agree 10
Disagree 14
Q4 How well are you aware of our products?
Very well 28
Not so well 12
Not at all 76
Q5 I am satisfied with my overall compensation.
Very satisfied 100
Somewhat satisfied 10
Not at all 6
Q6 Communication between senior leaders and employees is good in my organisation.
Strongly agree 83
Agree 17
Disagree 16
2015 ABCBike Customer Satisfaction Survey results
Q1 Overall, how satisfied or dissatisfied are you with our company?
Very satisfied 900
Somewhat satisfied 254
Not satisfied 191
Q2 How well do our products meet your needs?
Very well 932
Somewhat well 245
Not so well 168
Q3 How familiar are you with Youth and Road Bike product?
Very familiar 134
I have heard about it 137
Never heard about it 1074
Q4 How well do our products meet your needs?
Very well 900
Not so well 319
Not at all 126
Q5 How responsive have we been to your questions or concerns about our products?
Very responsive 788
Somewhat responsive 456
Not so responsive 101
Q6 How likely are you to purchase any of our products again?
Extremely likely 765
Very likely 342
Somewhat likely 234
Not so likely 4
Not at all likely 0
Income Statement (Profit & Loss)
MikesBikes-Intro – Single-Player – Real Cool Cycles – Period 2015
Sales Revenue $8,190,000
Less: Cost of Goods Sold $4,158,099
Selling & Distribution Expenses
Salaries $150,000
Brand Advertising $250,000
Product Advertising $750,000
Product PR $500,000
Distribution Channel Support $142,805
Finished Goods Warehousing $3,750
Product Development Projects $0
Sales Of Obsolete Stock $0
Cost Of Obsolete Goods Sold $0
________________________________________$1,796,555
Production Management Expenses
Unallocated Factory Overhead $0
________________________________________$0
Administration Expenses
Salaries $120,000
Legal Fees $0
Miscellaneous Expense $0
________________________________________$120,000
Financial Expenses
Interest on Short Term Debt $0
Interest on Long Term Debt $80,000
________________________________________$80,000
TOTAL OPERATING EXPENSES $1,996,555
Other Income
Interest on Cash in Bank $28,007
Miscellaneous Cash Windfall $0
TOTAL OTHER INCOME ________________________________________$28,007
Profit Before Taxation $2,063,353
Less: Income Tax $619,006
Plus: Tax Credit $0
Profit After Taxation $1,444,347
NET INCOME ________________________________________$1,444,347
TERMINOLOGY
The Income Statement is the financial statement that shows your firm’s profit after
costs, expenses, and taxes. It summarizes all of the resources that have come into the
firm (revenue), all the resources that have left the firm, and the resulting net
income or loss.
Gross profit = revenue – cost of goods sold
The difference between total sales and the cost of producing the goods or services you sell. An indicator of overall production efficiency and a key figure for setting prices and sales targets.
Gross profit margin = (gross profit ÷ revenue) x 100
Shows what proportion of gross profit you keep from each dollar of revenue generated (e.g. 20% gross profit margin means you keep a gross profit of $0.20 for every $1.00 of revenue generated).
Operating profit = gross profit – operating expenses
Profit generated from core operations. It does not include expenses from interest or taxes (often called ‘earnings before interest and tax’ or EBIT).
BUSINESS PERFORMANCE PRACTICAL HINTS AND TIPS
Financial management can be challenging in a low-margin, highly competitive industry, and studies show the most profitable shops today deliver excellence while also controlling costs. An average break-even point of 37% in a world where bike margins are 36% or less, is a prescription for financial strain.1
1. In ABCBikes you should be aiming for a Gross Margin % of at least 40%, i.e. your
gross profit divided by your sales revenue x100 should be at least 40%. If it is less than
this, then you may find it very hard to make a profit unless you are gaining a large
market share. To increase gross margin, consider increasing your prices, lowering
your retailer margins, or using product development to reduce your manufacturing costs.
What Percent of Revenue Do Publicly Traded Companies Spend on Marketing and Sales?
In 2010 the Chief Marketing Officers, or CMO, Council conducted a survey of its 6,000 chief marketing officer members to assess marketing and advertising spending across a wide range of industries. The survey results revealed that 58 percent of chief marketing officers spent less than 4 percent of gross revenue on marketing, 16 percent spent between 5 and 6 percent, 23 percent spent more than 6 percent, while 2 percent spent more than 20 percent. This survey seems to suggest that if you set your spending level between 0 percent and 6 percent of gross revenue, you will be in good company that includes 74 percent of the CMO Council membership.2
2. Keep control of your promotional spending, if your total Brand Advertising plus
Product Advertising plus Product PR budget adds up to more than 30% of your sales
revenue then you are spending an excessive amount on product promotion, and will
find it difficult to make a profit.
Perform the following tasks to complete your analysis:
Step 1:
Complete the following financial calculations and use it to comment on the ABCBikes financial situation:
Gross Profit: $
Gross Margin: %
Operating Profit: $
Promotional spending: %____________of Sales Revenue.
Use http://www.percentagecalculator.co/ to help you with calculating the % of a number.
Step 2:
Comment on ABCBikes financial performance by reviewing its Gross Margin and the level of spending on promotional activities.
Q3. Source and gather reliable information.
After reviewing your report your Supervisor suggested as priority taking closer look at the staff and customer awareness and perception of ABCBikes’s branding and marketing. The following surveys have been suggested for this research by one of the Marketing Analysts.
Branding and Marketing Staff Awareness – survey questions
Q1. How long have you worked for ABCBikes
10+ years
5-10 years
3-5 years
less than 3 years
Q2. Do you recognise the ABCBikes logo?
Yes
No
Q3. What do you think of the logo?
Attractive
Corporate
Colorful
Does the job
Boring
Old fashioned
Other:
Q4. Do you think the logo symbolise what ABCBikes is?
Yes
No
Q5. Would you like to see the logo changed?
Yes
No
Q6. Are you aware of the promotional activities that ABCBikes carries out?
Yes
No
Q7. What is the most effective promotional activity?
Newsletter
Website, Conferences, Flyers, Rewards, In-store
Branding (pens, banners etc.)
Q8. What is the least effective promotional activity?
Newsletter, Website
Conferences, Flyers
Rewards, In-store
Q9. Opinion on number of marketing activities
Too often
Not often enough
Right amount
Q10. Opinion on frequency of marketing activities
Too often
Not often enough
Right amount
Branding and Marketing Customer Awareness – survey questions
Q1. How did you learn out about ABCBikes?
Website
Newsletter
Word of mouth
Conference, Advertisement
Q2. Do you recognise the ABCBikes logo?
Yes
No
Q3. What do you think of our products and services?
Prompt service
Friendliness
Quality products
Products that meet our needs
Wide range
Q4. Do you know who our competitors are?
Yes
No
Q5. Do you receive our newsletter?
Yes
No
Q6. Are you aware of ABCBikes promotional activities?
Yes
No
Q7. How would you like to be informed about ABCBikes activities?
Newsletter
Website
Promotional flyer
Twitter
a) Using one of the web based applications prepare online survey tools that would be used to gather information for this research.
Answer: (insert working links to your surveys here)
Marking criteria:
a) A functional (ready to use) online based surveys developed. Evidence must include: working links provided within this assessment sheet and the copy (Pdf or else) of 2 surveys attached and submitted to Moodle.
b) How would you ensure data/information collected through these surveys is valid and reliable?
Answer:
Marking criteria:
b) Methods to ensure survey reliability and validity provided and explained.
COMPETENCY SUMMARY MAPPING – for teacher’s reference only
The following table maps the assessment tasks with the unit requirements.
Unit Requirements Assessment Task
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19
Element 1 Obtain information relevant to business issues
PC 1.1 Review staff and customer feedback and business performance data V
PC 1.2 Identify, define and analyse business problems and issues V
PC 1.3 Identify information required to reach a decision on problems/issues V
PC 1.4 Source and gather reliable information V
PC 1.5 Test information for reliability and validity and reject where contradictory or ambiguous V
PC 1.6 Utilise formal and informal networks to access corporate knowledge/memory not held in formal systems and review appropriately V
Element 2 Analyse information and knowledge
PC 2.1 Ensure objectives for analyses are clear, relevant and consistent with the decisions required
PC 2.2 Identify patterns and emerging trends correctly and interpret as to cause and effect
PC 2.3 Utilise statistical analyses and interpretation where appropriate
PC 2.4 Undertake sensitivity analysis on any proposed options
PC 2.5 Ensure documentation reflects a logical approach to the evaluation of the evidence and conclusions drawn
PC 2.6 Adjust management information systems/decision support systems to meet information processing objectives
Element 3 Take decisions on business issues identified
PC 3.1 3.1 Ensure sufficient valid and reliable information/evidence is available to support a decision
PC 3.2 Utilise risk management plans to determine acceptable courses of action
PC 3.3 Utilise appropriate quantitative methods to assist decision making
PC 3.4 Consult specialists and other relevant groups and individuals
PC 3.5 Ensure decisions taken are within the delegation/accountability of the group/individual responsible
PC 3.6 Make decisions in accordance with organisational guidelines and procedures
PC 3.7 Ensure decisions taken are consistent with organisational objectives, values and standards
PC 3.8 Ensure decisions are taken in a timely manner
Element 4 Disseminate information to the organisation
PC 4.1 Ensure advice/information needs are documented and are specific to location, format and time line requirements
PC 4.2 Document information and update databases regularly
PC 4.3 Design and test systems to meet information requirements of decision makers
PC 4.4 Ensure information is up-to-date, accurate, relevant and sufficient for the recipient
PC 4.5 Develop communication plans and disseminate information
PC 4.6 Adhere to confidentiality/privacy policies in the transmission/release of information/advice
PC 4.7 Review and update communication plans regularly
PC 4.8 Utilise technology which provides optimum efficiency and quality
PC 4.9 Maintain corporate knowledge and ensure security
Performance evidence
PE 1 Source and analyse information for business decisions including:
1.1 identifying business problems and issues and related knowledge and data requirements
1.2 confirming the clear and relevant objectives for analysis of information
1.3 applying statistical analysis, sensitivity analysis and other techniques to draw conclusions relevant to decisions
1.4 ensuring sufficient valid and reliable information or evidence is available to support decisions
1.5 using formal and informal networks to source information not held in formal systems
1.6 identifying and accessing sources of reliable information
1.7 using technology as appropriate
1.8 consultation with stakeholders and specialists
PE 2 contribute information and the outcomes of analysis to decision making
PE 3 disseminate information to relevant groups and individuals including:
3.1 documenting information and updating databases
3.2 meeting identified needs of recipients
3.3 adhering to legal and organisational requirements for privacy and security
3.4 developing and implementing communication plans
PE 4 design, test and adjust information systems to meet needs and objectives including:
4.1 management information systems and decision support systems
4.2 use of technology for optimum efficiency and quality
4.3 storage and retrieval of information
Knowledge evidence
KE 1 give examples of existing and emerging technologies and how they can be used in knowledge and information management V
KE 2 explain statistical analysis and other quantitative methods commonly used in decision making including several of:
• correlation calculations
• long-term trend analyses
• probability assessment
• regulation analyses
• short to medium-term trend analyses
• dynamic programming
• linear programming
• queuing theory
• simulation
• transportation methodology
KE 3 outline the key features of management information systems and decision support systems
KE 4 explain how to utilise risk management plans to determine acceptable courses of action
Assessment conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the knowledge management – information management field of work and include access to:
AC1 ? relevant legislation, regulations, standards and codes
AC2 ? relevant workplace documentation and resources
AC3 ? relevant technology and equipment
AC4 ? case studies and, where possible, real situations
AC5 ? interaction with others.
Four dimensions of competency
1. Task skills – the capacity to perform tasks to the required standard. Assessor needs to collect evidence that the student can do the individual actions as well as the whole task.
2. Task management skills – the ability to plan and integrate a number of different tasks and achieve a work outcome. Students should provide evidence that they can work efficiently to meet deadlines, handle a sequence of interrelated tasks and progress smoothly between tasks.
3. Contingency management skills – the ability to respond to irregularities, breakdowns and other unanticipated occurrences. Students should show evidence of dealing with contingencies, e.g. breakdowns, irregularities, imperfections or the unknown.
4. Job/role environment skills – the capacity to deal with the responsibilities and expectations of the work environment, including working with others. The capacity to work with others and adapt to different situations is central to successful performance.
Employability skills Description Performance Criteria ASCF level &
Core Skills for Work Developmental Framework (CSfW)Reading • Organises, evaluates and critiques ideas and information from a wide range of complex texts.
• Draws on a broad range of strategies to build and maintain understanding throughout complex texts. 1.1-1.6, 2.1-2.6, 3.1, 3.2, 3.3, 4.1-4.9
Writing • Generates complex written texts, demonstrating control over a broad range of writing styles and purpose
• Demonstrates sophisticated writing skills by selecting appropriate conventions and stylistic devices to express precise meaning 1.2, 1.3, 1.4, 1.5, 1.6, 2.1, 2.2, 2.4, 2.5, 2.6, 3.3, 3.4, 4.1, 4.2, 4.3, 4.4, 4.5, 4.7, 4.9
Oral Communication • Encourages discussions and applies appropriate listening and questioning techniques while consulting with specialists and other relevant personnel
• Presents complex information in formal situations using language, tone and pace appropriate for the audience and purpose 1.6, 3.4, 4.5
Numeracy • Uses highly-developed numeracy skills to interpret complex statistical and researched information, performing calculations on data to render it usable and reportable
1.1, 1.2, 1.5, 2.2-2.4, 3.1, 3.3, 4.3
Navigate the world of work • Works autonomously making high level decisions to achieve and improve organisational goals
• Takes a lead role in the development of organisational goals, roles and responsibilities
• Develops and implements strategies that ensures organisational policies, procedures and regulatory requirements are being met
• Monitors and reviews the organisations policies, procedures and adherence to legislative requirements in order to implement and manage change 2.6, 3.6, 3.7 N/A
Interact with others • Uses a variety of relevant communication tools and strategies to access and share information and to build and maintain effective working relationships 1.6, 3.4, 4.5, 4.6
N/A
Get the work done • Plans and manages activities with implications for the whole organisation
• Gathers and analyses data and seeks feedback to improve plans and processes
• Makes high impact decisions, analysing input from a range of sources and, where appropriate, drawing on experience
• Explores new and innovative ideas through analysis and critical thinking
• Uses digital technologies to manage business operations and actively investigates new technologies for strategic and operational purposes 1.1-1.5, 2.1, 2.2, 2.4-2.6, 3.1-3.3, 3.6-3.8, 4.1, 4.3-4.5, 4.7, 4.8, 4.9
N/A
Version Changes Date Teacher
1.0.0 Initial draft developed 01/01/16 R.Rychlik
1. EXECUTIVE SUMMARY
An executive summary or ‘abstract’ is very important as some readers may only read this part. Write it last, being sure to include a summary of all parts of the report including:
1.1. Shortly state the purpose of the report and key business problems (‘why’ – state the purpose and scope of the report).
1.2. Summarise the key findings from your analysis (‘what you found out’ – major findings)
1.3. List the information needed to address the identified problems (‘so what’ – analysis, conclusions and recommendations)
Contents
1. EXECUTIVE SUMMARY 2
Contents 3
2. INTRODUCTION 4
3. ANALYSIS, FINDINGS AND DISCUSSION 5
4. Conclusion and recommendations 8
5. Appendices 9
2. INTRODUCTION
Your introduction is really the ‘start’ of the report so describe here why your report is being written answering such questions as ‘what is this about?’ and ‘how it will be useful?’ This is also where your page numbering starts. Specifically you need to:
• define the problem/topic, the scope (which section of the business it relates to)
• state the overall purpose (are you explaining, analysing, recommending or a combination?) and key objectives, and
• give an overview of the report’s structure including the sections and their relationship to the issues.
3. ANALYSIS, FINDINGS AND DISCUSSION
Review the following Firm’s reports:
3.1 ‘Staff Engagement Survey results 2015’
3.2 ‘Customer Satisfaction Survey 2015’
3.3 ‘Income Statement (P&L) Report 2015’
Analyse the information (when necessary using a software application) and write a short findings report on each of the documents.
3.1 Staff Engagement Survey results 2015 – Findings:
3.2 Customer Satisfaction Survey 2015 – Findings:
3.3 Income Statement (P&L) Report 2015 – Findings:
4. Conclusion and recommendations
4.1 Define key issues and identify information required to reach a decision on problems/issues:
List the issues identified through your analysis in section 3 of the report. What additional information could be useful to gather to address the problems and make effective decisions? Where would you access that decisions from? How would you collect that additional information?
I.e. Customers not satisfied with the products Which product?
What they are not happy about? Sources Collection techniques
I.e. PD opportunities Investigate what type of PD staff is interested in?
Review/research industry associations and consults training specialists on the type of PD that is available for our staff
Conduct interviews with staff to identify training needs
Etc.
Information needed may include: i.e., sales report, industry research on a particular topic (from Industry Associations, Universities, government agencies etc.), statistics research, additional surveys, online research conducted, journals review, relevant articles review, social media audit, etc.
5. Appendices
Include copies of the reports and any other documents, charts, diagrams created in the process of analysis (excel files). Instructions on how to attach a document within this report provided below. It can also be downloaded from Moodle (located under Assessment 1 files folder).
