Diploma of leadership and management
Q.1 Detail the methods and procedures that might be used by an organisation to communicate with customers to identify and agree on product/ service specifications. (120–150 words)
Q.2 One of your colleagues has been having difficulty providing the customer service standards that
are required in your organisation. You have observed this and have noted that this person is not
making the number of sales they should make. What action do you think you might take to assist
them to overcome difficulty in meeting customer service standards? (120–150 words) Subject Name = BSBINM501 – Manage An Information Or Knowledge Management System
Q. 3 You have been asked to determine what personnel will need to learn to use the IM/ KM system.
Create a document in which you outline what needs to be included in a learning program to forward
to the appropriate manager. (100–125 words)
Q.4 What role do learning objectives play in the way you facilitate learning activities? (30–50 words)
Q. 5 Learning activities in the use of the system have been running for some time. Management has
asked you to determine whether the learning activities have been effective. How would you do this?
Provide at least five examples in a bullet point list.
Q.6 You have been asked to develop a set of procedures for accessing the information on the system.
What would you include in the procedures?
Q.7 You have trained those who will use the system; however, when the implementation of the system
actually occurs it is found that the procedures taught in relation to inputting information do not work.
What process would you follow to address this problem? You should cite at least four steps.
Q.8 What is a system? What sorts of systems are found within an organisation? (50–75 words)
Q.9 You have been asked to conduct some research and write a report that identifies the strengths
and limitations of the system. What aspects of the system would you need to consider when doing
this? Provide at least three examples.
Q.10 Outline the problem-solving process and explain how an understanding of the process can aid
you in making recommendations for improvement. (50–75 words)
Q.11 You have determined that opportunities exist for improving the organisation’s IM or KM system.
How would you go about communicating the need for change to relevant personnel?
Q.12 Outline the key aspects of privacy and freedom of information legislation. (150–200 words)
Q.13 Explain the important functions organisational procedures perform in an organisation.
Q.14 It might be necessary to create work plans that correlate with operational plans. What are work
plans? 70 words
Q.15 What needs to be considered when developing and implementing performance management
plans? 100–150 words
Q.16 When training participants in the performance management and review process and when
conducting performance appraisals the different components of performance management systems
must be taken into consideration. What are these components? List twelve. If necessary conduct
independent research.
Q.17 You must be able to outline relevant awards and certified agreements for the industry in which
you work. From what sources will such information come? 70–80 words Subject name – BSBLED501 – Develop a workplace learning environment
Q.18 Identify and explain the differences: good performance management and poor
management. (25–75 words)
Q.19 You are the clinical manager for a large team of 115 professionals that encompass doctors,
nurses, physiotherapists, administration staff, cleaners and catering staff. They all work in shifts and
have varying education levels. Some of the staff are newly arrived to Australia and English is their
second language, some are single parents and others are contract staff working for multiple
organisations.
Your hospital has recently been audited by the health standards authority and there is a range of
aspects that it has scored particularly well on, but also a small number that have been identified as
needing improvement. You have been asked by the organisation’s management to put together a
project team representing your department in order to promulgate the good practice throughout the
rest of the organisation and to identify processes to improve the action areas. You need to: convey the results of the audit to all staff make them aware of areas of good practice advise them of areas needing improvement alert them to the strategy being used to look at future procedures, ie the project team call for nominations to participate in the project team
1. Discuss in 220 to 250 words how you will ensure all staff obtains the information that is
needed by the organisation in a manner that facilitates their understanding, encourages
participation and minimises disruption to hospital operations. 2. How could knowing your employees’ preferred learning styles be of benefit to you,
the employee and the organisation? (75–100 words) Q.20 Research the knowledge and skills held by the following learning and development
specialist roles. What functions do they typically undertake in organisations?
1. Training/ learning and development manager. 2. Instructional designer. 3. Workplace trainer. 4. Workplace assessor. 5. External learning and development consultant.
