Assessment Manage project human resources

BSBPMG515
Task 1: Human resources management project
Task summary
As Project Manager of Boutique Build Australia’s attendance at an upcoming Home
Show, you are required to write a project human resources briefing report. You will
then meet with their General Manager to negotiate part of their report. You are
also required to allocate staff to positions at the Home Show stand.

Assessment Task 1 Instructions

Carefully read the following:

Boutique Build Australia was established in 1990 and is a boutique building company
based in Sydney that specialises in the design and build of high quality designer
homes for the Sydney metropolitan and surrounding areas. The company employs
approximately 50 staff including the CEO, Operations Manager, Human Resources
Manager, Marketing and Sales Manager, Customer Service Officers (6), architects
(2), Site Managers (3) and a large team of tradespersons, some of whom are
employed and some are contractors.
The personnel are generally managed as three overlapping teams: administration,
sales, and on-site.

The company is in a period of growth, and has opened an office in Brisbane with the
goal of expanding into the Sunshine Coast and the Gold Coast over the next five
years.

At a recent executive meeting, it was decided that Boutique Build Australia

should participate in the upcoming Australian Home Show in Brisbane on (a
weekend in about three months’ time). It will run from Friday through
Sunday, from 10am to 5pm, and be widely publicised in the media.

It is hoped that a strong presence at the show will attract the interest of potential
customers. The company’s ongoing expansion also means that more tradespeople
will be needed to work on new building projects. The show provides a great
opportunity to make contact with many qualified tradespeople who attend the show.
We would like to have at least three courtesy staff at the booth at all times, collecting
details of potential customers and tradespeople. Ideally, these would be current
Boutique Build office staff, who will be familiar with the company’s range of products
and services. The data collected will then be given to the sales and marketing team.

This data is to be collected using two documents that have been used in previous
projects, Customer Data Collection, and Team Member Data Collection.

It has been decided that several of Boutique Build’s tradespeople will build a
kitchen in the congress stand, using some new material and new designs
from our architects. This will, hopefully attract, a lot of traffic to the stand.
The company’s Master Builder will oversee the new kitchen’s construction
and the training of the selected tradespeople. It will be vital that the
tradespeople building the kitchen are able to speak with members of the
public (and other tradespeople) to describe the work they do. As the stand
will be quite small, a maximum of two tradespeople will be able to work on
the kitchen at a time. It has been estimated that two tradespeople can build
the kitchen in about 18 hours.

As Human Resources Manager, you will be managing the Home Show

project, reporting to the company’s General Manager. You will also be in
attendance at the Show, to manage the staff attending the stand. Several of
the management team will also be in attendance at the Home show, but will
be involved in the ongoing running of the stand.

The staff selected to work on the stand will be directly answerable to the
Project Manager, but the Master Builder will be in frequent attendance at the
stand to keep an eye on the kitchen constriction, and the administration
Manager will assist the courtesy staff with any questions that are outside
their expertise.

Complete the following activities:

1. Write a project HR briefing report

In order to commence the planning of human resources for the event, you
are required to write a briefing report to provide to the General Manager
that includes the following:
 A Work Breakdown Schedule should be created to set out the
project organisation and structure. This will allow you to align individual
and group competencies with project tasks.
 The personnel resource requirements for the show
 The expected staffing levels
 The individual tasks that will be expected of the staff members
 The competencies expected of staff.
  Project role descriptions. These role descriptions will be
circulated among Boutique Build’s staff to see how many are interested
in working on the stand during the Home Show. Ensure that these are
written clearly, and in a language suited to the personnel you wish to
have working at the stand. The role descriptions should include, as a
minimum:
o Authority level
o Task responsibilities
o Performance measurement criteria
o Training plan
o A request that interested staff should contact the Human
Resources Manager, and explain why they would like to be
involved in the project.

You are also expected to explain the following in the briefing report:
 Your strategies for preparing and managing the staff who will
work at the stand.
 Human resource management methods, techniques and tools
that you will use to prepare the staff for their roles. These should
include at lest one training session for the selected staff, and include
any staff skills training techniques, such as roleplays, that could
contribute to their performance at the Home Show.
 Techniques for managing and improving staff performance that
you intend to use with the selected staff, such as observation and
assessment, or mentoring.
 The criteria that will be used to measure individuals'
performance, and the processes that will be used to determine these.

Use the Briefing Report Template to guide your work.

Boutique Build Australia

This document is Briefing Report Template.
It is part of the supporting assessment resources for Assessment Task 1 of
BSBPMG515.

Australian Home Show human resources briefing report

Project organisation and structure.

Considering the need of the project and considering the duration of the same. It is
important to highlight what is the project organisation and structure. In that sense,
the project organisation structure suggested to cover the event is the following:

COE
Person in charge to contact Home show event authorities to get an stand in the event.

1 operation manager
Person in charge to review the work done by tradepersons when building the kitchen to the stand

. 1 marketing and sales manager

Person in charge to manage all marketing aspects such as flyers and marketing communication.

2 customer service officers

Person in charge to talk with all visitors of the event.

1 architect
Person in charge to design the kitchen that will be used in the event.

1 site manager
Person in charge to coordinate and manage the staff in the event.
 4 tradespersons.
Person in charge to build up the sample kitchen in the stand.

Personnel resource requirements

The personal resource required to cover the event are the following: 1 Architect who
is in charge to design and create the kitchen sample that will be exposed during the
event. 4 Tradespersons who are in charge of building up the kitchen sample at the
stand of the event. 2 customer services officer who are responsible to share and talk
with clients during the event. A marketing operation marketing who will be looking for
creating all the marketing advertising for the event. An operation manager who will
review the work done by tradespersons and a site manager who will help with the
management of the staff during the event.

Staffing levels

Individual tasks expected of staff

Each person has a different task within the project. Therefore, it is important to
highlight who is responsible of each activity. Having said that, the individual tasks
expected of staff are:

Staff position Tasks

Architect Design the kitchen sample that will be
exhibited in the event.
Site manager Manage the time and the activities to
cover the event.
Operational manger Review the work done by
tradespersons.
Customer service officers Talk with client and show them
information of the company.
Marketing operation manager Create all marketing advertising to the
event.
Tradespersons Build up the kitchen designed by the
architect

Staff competencies

Staff position Competencies

Architect Skills to design and create home, flats
and facilities. Skills to use software’s of
designs.
 Site manager Interpersonal communication, problem
solving skills.
Operational manger Time management and leadership.
Customer service officers Customer service skills, communication
skills.
Marketing operation manager Critical thinker person, creative skills.
Tradespersons Committed to work hard.

Project Role Descriptions

Architect: Design a kitchen with all features that Boutique Build Australia offer to
clients

Site manager: Review the job done by customers services officers to make sure they
provide and excellent services to clients.

Operational manager: Evaluate and control the work done by tradespersons. See
whether kitchen sample meets the requirements given by the architect

Customer service officer: Show the kitchen to all audience in the event. Talk with
clients about the products and services of Boutique Build Australia.

Marketing operation manager: Research, evaluate and determine which marketing

campaign suits to promote the products of Boutique Build Australia in the event.

Tradespersons: Follow architect design and requirements to build up the sample

kitchen at the stand of the event.

Strategies for preparing and managing staff

Architect: Provide all resources needed to design the kitchen. Allow him take online
trainings of design to help him to develop better ideas.

Site manager: Provide training on management, provide all material and facilities to
make sure he carries out his job properly.

Operational manager: Provide training on operational management. Provide office

facilities like computers to allow him to make sure he does a great job.

Customer service officers: Provide training on customer service. Provide all element
needed like computers, flyers, phones etc to make sure they engage clients.

Marketing operation manager: Provide training on marketing. Provide all office

equipment to develop the marketing campaign.
Tradespersons: Provide all material and training of labouring needed.

Human resource management methods, techniques and tools

The human management methods that will be used in this project are: Performance
management, this consist on review the project, set the project objectives and
compare the work done by workers vs the expected performance. The second
method will be training and development, this method consists in evaluating which
skills workers need to develop after evaluating their current capacities. Then, create
a training plan to address all needs of workers.

Techniques for managing and improving staff performance

The techniques that will be used in this project to manage and improve staff
performance are: Evaluate the current performance of workers. Commit them to take
a training if they require it, create the strategy to do the training, evaluate the training
process and evaluate again the staff performance.

Performance measurement criteria

The performance criteria to determine whether the project succeed or not is to

assess the number of clients engaged after ending the event. Therefore, the
performance measurement will be done base on the following KPI: Number of clients
engaged at the end of the event, where More than 100 client will be taken as a great
performance, between 80 to 100 will be considered as an acceptable performance,
between 50 to 80 regular performance and less than 50 bad performance.

2. Send an email to the General Manager (your assessor).

The text of the email should be in grammatically correct English, written in
an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment, and
seek their feedback and the time, date and place of your meeting.

To: General manager

From: Annie Belona
Subject: Briefing report feedback

Hello,
 This is an email for looking your advice regarding the briefing report I have
written in relation to Boutique Build Australia and its participation in the
Australian home show event. In that sense, I would like you review the
report to provide your feedback regarding the corrections you may think
should be included to the document.

Sincerely,

Annie Belona

Attach your briefing report to the email.

3. Meet with the General Manager (your assessor) to negotiate project job
descriptions.
You are required to demonstrate that you are able to negotiate the wording
of the job descriptions. That will involve discussing what you have written,
and then incorporating your General Manager’s input into the document.

During the meeting, demonstrate effective communication skills including:

 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding

I met with the manager and he game me a feedback of some points that must be
changed in the report.
The changes proposed were: Do not include the site manager in the document as
customer service officer are well prepared to do their job without supervision. Include
a KPI: Take in consideration the number of clients that contact the company to get
products and services, this, considering that engaging clients is not an accurate
method to measure if the project succeed or no.

4. Review your briefing report.

Incorporate the General Manager’s suggestions into an updated version of
your briefing report.
Name this document Revised Briefing Report.

Revised Briefing report:

Boutique Build Australia

Australian Home Show human resources briefing report

Project organisation and structure.

Considering the need of the project and considering the duration of the same. It is
important to highlight what is the project organisation and structure. In that sense,
the project organisation structure suggested to cover the event is the following:

COE
Person in charge to contact Home show event authorities to get an stand in the event.

1 operation manager
Person in charge to review the work done by tradepersons when building the kitchen to the stand

. 1 marketing and sales manager

Person in charge to manage all marketing aspects such as flyers and marketing communication.

2 customer service officers

Person in charge to talk with all visitors of the event.

1 architect
Person in charge to design the kitchen that will be used in the event.
 1 site manager
Person in charge to coordinate and manage the staff in the event.

4 tradespersons.
Person in charge to build up the sample kitchen in the stand.

Personnel resource requirements

The personal resource required to cover the event are the following: 1 Architect who
is in charge to design and create the kitchen sample that will be exposed during the
event. 4 Tradespersons who are in charge of building up the kitchen sample at the
stand of the event. 2 customer services officer who are responsible to share and talk
with clients during the event. A marketing operation marketing who will be looking for
creating all the marketing advertising for the event. An operation manager who will
review the work done by tradespersons and a site manager who will help with the
management of the staff during the event.

Staffing levels

Individual tasks expected of staff

Each person has a different task within the project. Therefore, it is important to
highlight who is responsible of each activity. Having said that, the individual tasks
expected of staff are:

Staff position Tasks

Architect Design the kitchen sample that will be
exhibited in the event.
Operational manger Review the work done by
tradespersons.
Customer service officers Talk with client and show them
information of the company.
Marketing operation manager Create all marketing advertising to the
event.
Tradespersons Build up the kitchen designed by the
architect
Staff competencies

Staff position Competencies

Architect Skills to design and create home, flats
and facilities. Skills to use software’s of
designs.
Operational manger Time management and leadership.
Customer service officers Customer service skills, communication
skills.
Marketing operation manager Critical thinker person, creative skills.
Tradespersons Committed to work hard.

Project Role Descriptions

Architect: Design a kitchen with all features that Boutique Build Australia offer to
clients

Site manager: Review the job done by customers services officers to make sure they
provide and excellent services to clients.

Operational manager: Evaluate and control the work done by tradespersons. See
whether kitchen sample meets the requirements given by the architect

Customer service officer: Show the kitchen to all audience in the event. Talk with
clients about the products and services of Boutique Build Australia.

Marketing operation manager: Research, evaluate and determine which marketing

campaign suits to promote the products of Boutique Build Australia in the event.

Tradespersons: Follow architect design and requirements to build up the sample

kitchen at the stand of the event.

Strategies for preparing and managing staff

Architect: Provide all resources needed to design the kitchen. Allow him take online
trainings of design to help him to develop better ideas.

Site manager: Provide training on management, provide all material and facilities to
make sure he carries out his job properly.

Operational manager: Provide training on operational management. Provide office

facilities like computers to allow him to make sure he does a great job.
Customer service officers: Provide training on customer service. Provide all element
needed like computers, flyers, phones etc to make sure they engage clients.

Marketing operation manager: Provide training on marketing. Provide all office

equipment to develop the marketing campaign.

Tradespersons: Provide all material and training of labouring needed.

Human resource management methods, techniques and tools

The human management methods that will be used in this project are: Performance
management, this consist on review the project, set the project objectives and
compare the work done by workers vs the expected performance. The second
method will be training and development, this method consists in evaluating which
skills workers need to develop after evaluating their current capacities. Then, create
a training plan to address all needs of workers.

Techniques for managing and improving staff performance

The techniques that will be used in this project to manage and improve staff
performance are: Evaluate the current performance of workers. Commit them to take
a training if they require it, create the strategy to do the training, evaluate the training
process and evaluate again the staff performance.

Performance measurement criteria

The performance criteria to determine whether the project succeed or not is to

assess the number of clients engaged after ending the event. Therefore, the
performance measurement will be done base on the following KPI: Number of clients
engaged at the end of the event, where More than 100 clients will be taken as a
great performance, between 80 to 100 will be considered as an acceptable
performance, between 50 to 80 regular performance and less than 50 bad
performance. In addition, the most important KPI that will be used is to evaluate the
number of clients that really look for products and services after the event. In other
words, having customers engage with the company is ok, but what matter the most
is the number of people that really need Boutique Build Services.

5. Allocate personnel to the project.

Assume that your project role descriptions have been sent to Boutique
build staff, and many administration staff and tradespeople have
expressed interest in working on the Home Show stand. The staff’s
 responses have been recorded in the Staff List, and each applicant’s line
manager has given a brief summation of their abilities.

Review the Staff List and decide which staff members would be most
appropriate to work at the stand during the show.

Review the Recruitment, Selection and Induction Policy and Procedures to

ensure that your staff allocation is in accordance with this.

Use the Staff Allocation Report Template to write a short report on why you
have chosen each of the staff on your list. Refer to the Recruitment,
Selection and Induction Policy and Procedures when appropriate.

Boutique Build Australia

Staff allocation report

Courtesy Staff

Name Reasons for selection

Andrew Prentice he has worked for long time with the company,
therefore, he has sharped skills to talk with clients.

Jasmine Wong She currently has taken a customer’s service training

Anna Armstrong Anna worked as Customers service in other companies,

so she has experience to deal with clients.
Marianne Karlu Marianne has a diploma in Business, therefore, she is
prepared to work as customers service officer.

Tradespeople

Name Reasons for selection

Bert Shaw He has worked for other projects, so he has
experience.
Yousef Patel Yousef is a great worker, he helped in other projects.

Simon Sydell Simon is new in the company; however he is reliable

person. Hard worker.

6. Send an email to the General Manager (your assessor).

 The text of the email should be in grammatically correct English, written in
an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments.

Attach your updated briefing report and your staff allocation report to the
email.

To: General manager

From: Annie Belona
Subject: Briefing report feedback

Hello,

After applying changes to the briefing report and after allocating the staff
who is going to work in the event, I am sending you both documents to
know whether you want to apply more changes or whether you agree with
their content.

Sincerely,

Annie Belona

Assessment Task 2: Human resources training

Task summary
You must prepare for, and then conduct, a personnel training session as set out in
your briefing report. This assessment is to be completed in the simulated work
environment.

Assessment Task 2 Instructions

Complete the following activities:

1. Prepare for project personnel training.

Review the case study scenario and your HR briefing report.
 Spend some time thinking about how the stand would look, and any health
and safety issues that you think that the staff member should know about.

The induction and training session should last for about 30 minutes, as the
staff are already familiar with Boutique Build’s products and services.

Print out a copy of both the Customer Data Collection and the Team
Member Data Collection documents so you can demonstrate these to the
staff.

2. Conduct a personnel training session.

Your assessor and at least one other student will roleplay the staff
members you have selected to work at the stand during the Home Show.

During the training session, you should:

 Use the human resource management techniques and tools that
you included in your briefing report.
 Show the staff how to use the Customer Data Collection and the
Team Member Collection documents, and explain why these are being
used. Demonstrate how to approach someone who is looking at the
stand, and ask for their details.
 Explain the criteria that will be used to measure staff
performance, and the processes that will be used to determine these.

During the training session, demonstrate effective communication skills

including:
 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding

The training was done successfully.

Boutique Build Australia

Potential Customer Data Collection

Name Telephone Email Address Enquiry

045155155 Maria12@hotmail.com 234 Interested
Maria Margaret on
Perez street refurnishing
the house.
045215564 Carlos43@hotmail.com 224 Interested
Carlos Jorge on
Jaramillo street refurnishing
the garage
042154853 Estef123@hotmail.com 500 Mark Interested
Estefania street on
Ramirez refurnishing
the flat
045155155 Ivonepolo@hotmail.com 399 Love Interested
Ivonne street on
Polo refurnishing
the office.
045215564 Gisellera34@hotmail.com 322 Terri Interested
Giselle street on
Sanchez refurnishing
the house.
042154853 Maferueda124@hotmail.com 234 Interested
Maria Margaret on
Fernanda street refurnishing
R the garage
045155155 Vandre939ed@hotmail.com 224 Interested
Vandressa Jorge on
do Santos street refurnishing
the flat
045215564 Mark2dj@hotmail.com 500 Mark Interested
Mark Milt street on
refurnishing
the office.
042154853 Camiiru32@hotmail.com 399 Love Interested
Camila street on
Lozano refurnishing
the house.
045155155 Carlo94u@hotmail.com 322 Terri Interested
Carlos street on
Moas refurnishing
the garage

Boutique Build Australia

This document is Team Member Data Collection.

 Name Telephone Email Trade/skills Experienc
e
Andrew 042546652 Maria499@hotmail.com Communication 5 years of
Prentice 6 , team player, experience
leadership.

Jasmine 046525226 Jalos311@hotmail.com Commitment to 4 years of

Wong 2 work, active experience
listening,
problem
solving.
Anna 045887584 Anna3e@hotmail.com Communication 5 years of
Armstron 5 , team player, experience
g leadership.
Marianne 045778785 Mark499@hotmail.com Commitment to 5 years of
Karlu 5 work, active experience
listening,
problem
solving.
Bert 045165155 Peteriidj3@hotmail.com Communication 3 years of
Shaw 6 , team player, experience
leadership.
Yousef 075452652 Loandkk22@hotmail.co Commitment to 5 years of
Patel 5 m work, active experience
listening,
problem
solving.
Simon 045598985 Mario990o@hotmail.co Communication 2 years of
Sydell 6 m , team player, experience
leadership.

Assessment Task 3: Project staff management

Assessment Task 3 Instructions

Carefully read the following:

On Saturday morning Anna Armstrong arrived at the stand ten minutes late.

During the morning Anna was seen talking with friends, sharing photos on their
mobile phones.
Several times you pointed out attendees who were looking at the stand and the
brochures, but hadn’t been approached by a staff member for their details.
Anna then returned from lunch break ten minutes late.

The team at the stand has been busy, and you have heard other team members
speak in a disparaging manner about Anna’s performance.

Complete the following activities:

1. Meet with Anna (your assessor).

You are required to roleplay a meeting with Anna to discuss her
performance, and to overcome shortfalls that have been noticed.

At the meeting:
 Point out the unacceptable behaviour

It is not accepted to talk with friends or taking pictures with your phone
while working .in addition, it is no accepted to arrive 10 minutes late to
your work after taking your break.

 Describe clearly what the expected behaviour is.

It is expected that you attend all clients on time, you should be focused
talking with customers and helping they out with their doubts. In
addition, you should smile and have a positive attitude.

 Reinforce how important the data collection for Boutique Build’s

expansion plans.

It is worthy for Boutique Build to gather client’s data for future plans of
expansion. This considering that the data can provide important
information such as preferences of clients, demographics features and
cultural aspects.

 Point out that working at the stand is considered to be normal

working time, and a negative assessment will carry over to their work
conditions in the office.

This was explained to the worker

 At the end of the meeting, tell Anna that you will stay at the stand close to
them for the next hour or so, modelling the behaviour that you expect of
them.
You should also some counselling where necessary, or refer Anna to
someone who has the skills to help her.

During the meeting, demonstrate effective communication skills including:

 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding

It was done

1. Write a short performance report on your exchange with Anna.

The company’s Recruitment, selection and induction Policy and
Procedures requires a record of the conversation to be submitted to
Human Resources for filing.

The text of the email should include a short report on Alex’s behaviour at
the show, what you discussed with them at the meeting, and how their
subsequent behaviour was.

The report should be about two paragraphs long.

Performance report.

After talking with Anna and Alex about their behaviour during the event
where they were working as courtesy staff (Customer service officers) it
was explained to the workers why their behaviours were not accepted in
relations to the policies and procedures that Boutique Australia has.

In the same meeting, both workers accepted their wrong behaviours and
committed to improve their work for future projects. The two workers said
they wont take pictures with their phones or talk with friends for next
events. In that sense, I am typing this report to have a notification of the
meeting.

Sincerely,

Annie Belona
 2. Send an email to your Human Resources Assistant (your assessor).
The text of the email should be in grammatically correct English, written in
an appropriate (polite, business-like) style.

It should introduce the situation, and summarise the contents of the

attachment
The email text should also ask them to file it in Anna’s personnel file.

Attach your performance report to the email.

The email text should ask the Human Resources Manager to include the
report in Alex’s file.

To: Human resource assistant

From: Annie Belona
Subject: Performance report

This email is to kindly let you know that I have met with Anna and Alex to
dicuss with them about their behaviours and underperformance in the last
event they worked for. In that order, I am attaching a copy of the
performance report I wrote.

Sincerely,

Annie Belona

3. Implement conflict resolution procedure

Marianne, one of your team members has just dealt with a very difficult customer at
Australian Home Show. During conversation, Marianne lost her temper and yelled at
the customer who, in turn, pledged never to do business with Boutique Build
Australia again. Marianne is very upset.

Write a two-page conflict resolution report for the General Manager, advising:

• the situation

Marianne had a wrong behaviour with a client during the event. She was not patient
and yelled at the client. This is a critical situation considering that Marina is not
following the policies and procedures to talk with customers. This situation must be
addressed in order to improve customer service and also to clean the image of the
company.

• how you addressed the problem

This problem was address after meeting with Marianne to ask her why she behaved
in that way. After gathering information, what I did was to commit Marianne to take a
customer service training to improve her skills. In addition, I contacted the client to
ask for apologise.

• the actions you have taken to avoid any such occurrences in future

I have talked with all employees and provided training on customer service to avoid
this situation happens again. In addition, I have written a survey to collect customer
feedback that helps me out to determine whether customer service improves.

• how you have consulted the other team members

I consulted with other team member by having a meeting to know all details.

• your request to contact the customer and working out the possibilities of bringing
customer’s business back to Boutique Build Australia.

The request to contact the customer and working out the possibilities of bringing
customers business back to the company is the following:

Send this letter to the client:

Hello,

First of all we so sorry for the way as one of our staff talked and behaved with you. In
that sense, I am writing this letter to ask for apologies. For Boutique Australia it is
important to have all clients satisficed with the serviced provided.

Looking forward to receiving your answer soon.

Sincerely,

Annie

Your report should have three basic components:

• Executive Summary

This report is to inform about a situation that happened at last event. In that event
there was a customer who received a rude treatment. Therefore, it was important to
looked for alternatives to address this problem.
• Details

• the situation

Marianne had a wrong behaviour with a client during the event. She was not patient
and yelled at the client. This is a critical situation considering that Marina is not
following the policies and procedures to talk with customers. This situation must be
addressed in order to improve customer service and also to clean the image of the
company.

• how you addressed the problem

This problem was address after meeting with Marianne to ask her why she behaved
in that way. After gathering information, what I did was to commit Marianne to take a
customer service training to improve her skills. In addition, I contacted the client to
ask for apologise.

• the actions you have taken to avoid any such occurrences in future

I have talked with all employees and provided training on customer service to avoid
this situation happens again. In addition, I have written a survey to collect customer
feedback that helps me out to determine whether customer service improves.

• how you have consulted the other team members

I consulted with other team member by having a meeting to know all details.

• your request to contact the customer and working out the possibilities of bringing
customer’s business back to Boutique Build Australia.

The request to contact the customer and working out the possibilities of bringing
customers business back to the company is the following:

Send this letter to the client:

Hello,
First of all we so sorry for the way as one of our staff talked and behaved with you. In
that sense, I am writing this letter to ask for apologies. For Boutique Australia it is
important to have all clients satisficed with the serviced provided.

Looking forward to receiving your answer soon.

Sincerely,

Annie

• Conclusion

It can be concluded the following:

The client was contact, and he committed to continue purchasing products from the
company.
The customers service improved.
The company image improved.

Assessment Task 4: Finalise human resource activities

Task summary
You are required to assess the human resource activities at the Home Show in a
project report. You will also have to formally disband the project team.

Assessment Task 4 Instructions

Carefully Read the following:

The Australian Home Show has just finished, and the Boutique Build stand was very
successful. Staff at the stand received many compliments on the way that the new
kitchen was built in the stand. Anna continued working on the stand efficiently
following your talk with her and an hour’s mentoring.

Attendee numbers were much larger than expected due to a reduction in banks’
mortgage rates in the week prior to the show. The details of 550 customers were
taken during the show. Many tradespeople attended the show, too, interested in
what the current trends were. The details of 160 tradespeople were taken during the
show
Boutique Build Australia’s project management policy and procedures require a short
report be sent to the General Manager following the successful conclusion of every
project, and that the Project Manager officially disbands the project team by email.

Complete the following activities:

1. Send an email to the General Manager (your assessor).

The text of the email should be in grammatically correct English, written in
an appropriate (polite, business-like) style.
It should:
 Summarise conclusions you have drawn about the project’s
performance
 Identify and document human resource issues and
recommended improvements

To: General manager

From: Annie Belona
Subject: Project performance

Hello,

After finishing the project, the are some conclusion I have to point out
regarding the project performance. At first glance, the project succeed
as 550 new clients were engaged and their details were collected. In
addition, 160 tradespeople were interested on the services of Boutique
Build. Nevertheless, it is important to highlight that there were many
complaints related to lack of customers services to attend visitors in the
stand. Therefore, it is important to make improvement for future
projects. By which I recommend a better selection of personal and a
better training support that help staff to improve their customers service
skills.

Sincerely,

Annie Belona

3. Send an email to the project team (your assessor).

 The text of the email should be in grammatically correct English, written in
an appropriate (polite, business-like) style.

It should summarise the points made in your email to the General

Manager, and thank them for their participation.

To: Project team

From: Annie Belona
Subject: Project closure

Hello everyone, firstly I want to thank you for helping out with the last project. Your
effort and commitment made the project succeed. in that sense, I sent an email to
the General manager pointing out some important aspects such as the number of
clients that were engaged with the event. In addition, I suggest some important
changes that should be included in future projects to improve performance. Finally, I
hope you continue working with us for future projects.

Sincerely,

Annie Belona