BSBRSK501 – Manage risk

Task 1
Background

BizOp’s Enterprises started as a small company and has grown into a national retail business specialising in a range of
exclusive products. BizOp’s has more than 150 retail, online and phone order outlets across Australia.

There are some issues arising within the organisation under the heading of Political, Economic, Social and
Technological backgrounds, and also Environmental and legal to the business. However, changes in the external
environment also create new opportunities and advantages to the business.

Scope of Risk

Scope of Risk Key Risks Couse of risk Why It Is a Risk

political political Uncertainly with leadership challenge Affect the company

uncertainty and allegation of corruption profit and increase
the cost
economic Australian uncertain global financial situation and Affect business cost.
consumers are rumour of govt. tax increase that is
spending less. likely to decrease household incomes

Social Decrease these issues and impending federal It wold affecting sales
household election are leading customer and and cost
disposable investors to take wait and watch
incomes approach
Environmental Floods have manufacture and transport of Affecting company
affected some numerous top-selling lines has been image and customers
Asian suppliers interrupted trust. It would
decrease demand of
online sales.
Legal & Suppliers of using toxic or banned chemicals in Its affect company
policy BizOp’s top-selling their products and polluting the image and decrease
range of products environment through their product sales.
have received unsustainable production methods
global
condemnation
Uniform WHS laws Federal consumer legislation was It will affects
introduced in 2011 company productivity
Conflicts between Staff morale has dropped
staff and
complaints about
hours worked and
lack of training
Technological customer There has been an increased in Affects company
information is complaints from customers about image
being passed on to online purchasing. Information
other companies systems and are housing / logistics
systems are more than 10 years old
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Other possible sources of data
sources of data
Market research
Information from other businesses
Business surveys ,Advice and
Consultations
Magazines and Publications
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Service Providores
Business.tas.gov.au
www.business.tas.gov.au
https://directory.esomar.org
Tasmanian Small Business Council
www.tsbc.org.au
Enterprise Centres Tasmania
www.enterprisecentres.tas.gov.au
Harvard business review
https://hbr.org/magazine
Tools and resources
Information need to know about
running a business in Tasmania
• Growing and improving your
business
• Managing customers and
suppliers
• Finances, tax and insurance
• Employing and managing
people
• Exiting your business
• Preparing for natural disasters
providing ethical and professional
guidance and advocating
 Measuring performance
against similar-sized businesses
in the industry.
 Gives essential information
about how you can improve
your business.
 Reviewed the history of similar
projects in order to determine
the most common risks and the
strategies used to mitigate
those risks
 write a business plan - put your
ideas, research and costing on
paper
 develop a marketing strategy -
promote your business
effectively
 take your business online - be
'digital ready'
 manage your business finances
- know your cash flow, product
profitability and margins
 survive through hard times
 design a succession plan - help
your business transition
smoothly to a new stage
It will help to prepare for, and deal
with, risk factors associated with an
environmental economic failures
Legislation, regulations, standards and codes those are relevant to the current situation.

Scope of Risk Current Situation Legislation and regulations standards and codes

political political uncertainty Tasmanian Government Helps to reduce or manage

Information Security Policy the risks associated with
running a business.
Fair Trading (Reinstatement of
Regulations) Act 2008

Tasmanian Government Insurance

Office (Sale) Act 1993

economic Australian consumers Industrial Relations Act 1984

are spending less.
Tasmanian Government Insurance
Office (Sale) Act 1993

Government Business Enterprises

Act 1995

Social Floods have affected Environment Protection and  Take the steps to
&Environmental some Asian suppliers Biodiversity Conservation (EPBC) Act prepare for an
so the emergency.
Emergency Management Act 2006
 Compile everything you
need to develop an
emergency action plan.
 Find emergency
resources such as the
State Emergency
Services in state or
territory.
 Learn how to protect
your business in an
emergency.
 Find out what to do after
an emergency.
 Learn how to conduct a
business impact
assessment with our
emergency management
checklist.
 Read our top tips for
managing emergencies
in your business.
legal Suppliers of BizOp’s Tasmania prevention, reduction and
top-selling range of Environmental Management and remediation of
products have Pollution Control Act 1994. environmental harm,

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 received global Environment Protection Act 1997 particularly from pollution
condemnation and waste

policy Uniform WHS laws Work Health and Safety Act 2012 Provides practical guidance
on how to manage work
Conflicts between health and safety risks for all
staff and complaints duty holders, including
about hours worked PCBUs, employers, self-
and lack of training. employed people, principal
contractors, persons with
management or control of a
workplace, designers,
manufacturers, importers
and suppliers of
plant/substances/structures
used for work

Technological customer information Tasmanian Government protecting records of

is being passed on to Information Security Policy
other companies
Personal information Protection Act
2004 (Tas)
business activities,
 applying information
security classifications
where applicable,
 controlling physical
access to information
assets, and
 controlling the use of
information and
communications
technology

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BizOp’s current policies and procedures that relate to risk management
BizOp’s Identify risk
 Australian consumers are spending less
due to the uncertain global financial
situation and rumours of government tax
increases
 Increasing complaints from customers
about online purchasing system
problems/disconnections.
 Floods have affected some Asian suppliers
 Goods not being delivered on time.
 Suppliers of BizOp’s top-selling range of
products have received global
condemnation
 Major suppliers causing environment
destruction
 Conflicts between staff and complaints
about hours worked and lack of training.
 customer information is being passed on
to other companies Increase number of
unhappy customers
 Reduce customer satisfaction
 Damage the image of the company with
reducing sales and profit
Strength
Budget been allocated to do major
requirement to the current situation
Drivers are happy to get trained to a new
system
Recruiting new staff will get trained for faster
services
Budget allocated for upgrade the system
Strong Consultancy group within the company
Wide area can be covered with all 150 outlets
Install new technology to faster service
checkouts
Expert and knowledgeable staff
Old and well established company
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Recommendations for changes
 Introduce new navigation system to drivers
 introduce faster online ordering process
with new technologies
 Form a process to identify technological
weak points.
 Find out more recognized suppliers and
create a process to attract them to maintain
company quality standards.
 Increase promotion and deals
 Identify what training might be required to
bridge
the gap between an employee’s actual skill
level and desired level.
 Motivate employees by giving opportunities
for individual growth through additional
responsibilities.
 Recognise employees’ efforts and
achievements and reward performance
 Establish a process to monitor up to date
Work safety legislation requirements.
 Speedup warehouse and dispatch operations
Weakness
Information systems and warehousing/logistics
systems are more than 10 years old
Lack of technical resources for delivery
There’s no process to monitor up to date WHS
requirements in the organization.
Lack of expert knowledge and consultancy about
new technology
Company do not meet the regulations to deal
with a third party
Limitation of the budget
Poor Environmental protection.
Lack of trained staff
Full technological advancement yet to operate
business.
Identify links between the current risks and the organisation’s stated ethos.

Current risks BizOp’s specified ethos

Australian consumers are spending less Company dedicated to meet the changing needs of
due to the uncertain global financial customers by adopting sustainable work practices
situation and rumours of government tax
increases

- Increasing complaints from customers Committed to delivering speedy and personalised

about online purchasing system service
problems/disconnections.
- Goods not being delivered on time
- Floods have affected some Asian
suppliers

- Suppliers of BizOp’s top-selling range Company value of providing clean and ‘green’ products
of products have received global and services
condemnation
- Major suppliers causing environment
destruction

- Conflicts between staff and complaints Company maintain employing professional and
about hours worked and lack of enthusiastic staff
training.
- Reduce sales and profit
- customer information is being passed Company is willing to undertake continuous
on to other companies Increase improvement processes by providing with high quality
number of unhappy customers and innovative products and services
- Reduce customer satisfaction
- Damage the image of the company

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Objectives and critical success factors for risk management at BizOp’s

BizOp’s Objectives Critical success factors for risk management at BizOp’s.

Increase revenue by 15% (compared to the Exceptional product and service quality
previous 12 months) by the end of the
financial year

Maintain annual profit levels of 15% of Each store will maintain its establishment base of full-
revenue for all products and services, time equivalent employees.
calculated at the end of each financial year

Reinvest 75% of profit back into the business
at the end of each financial year
Provide induction training at the
commencement of employment to train new
employees to be knowledgeable, helpful and
enthusiastic
Provide the financial, physical, human and
time resources to support an annual
professional development program for all
BizOp’s employees
All of these staff will have formal retail qualifications and
be
provided with internal product and service knowledge
training
provide the opportunity for sales staff to learn and fully
demonstrate their features.
The product delivery service provided is recognised as
part of the BizOp’s brand

Launch new high quality exclusive consumer Time-efficient and cost-effective development processes
products to meet customer demand, ahead of
competitors, within budget and by the agreed
deadlines

Communication systems are in use to reduce travel and

time commitments of outlet managers.

Maintain the number one rating in the annual BizOp’s employs multi skilled retail sales staff capable of
national industry customer service awards providing after sales product support to customers.

BSB51915 Diploma of Leadership and Management

Key stakeholders who should be involved in the risk management process

The stakeholders can be any person or entity, who influence and can be influenced by the company’s risk
management process. In this environment, stakeholders are classified into two categories, Internal Stakeholders,
and External Stakeholders. Internal stakeholders refer to the individuals and parties, within the BizOp’s and external
stakeholders represent outside parties, which affect or get affected by, the process activities.

Key Stakeholders should be involved the process

Internal Stakeholders External Stakeholders

- Employees - Suppliers and Contractors
- Outlets managers - Local Council
- Department Heads - Local chamber of manufacture
- Board of Directors - Local Media
- Industry associations
- Government
- Customers
- Recruitment agency

Stakeholder communication plan

When the company identifies the problems and the solution, it should be communicated to the relevant parties
in order to take the necessary actions. The following process may use by the company for the communication.

Stakeholders Why and What they should be Method of consultation

should be consulted
consulted
Outlet Develop an operational plan and Staff meetings
manager implement the plan to increase sales Outlet manager meetings via
in their outlet videoconferencing
Interviews
Sales staff They are the Implementers of the plan Meetings
to achieve the intended results. It is Feedback sessions
important to consult them to upgrade
their moral and get feedback.
Online and Provide sales not supported through Videoconferencing
phone outlets retail outlets They are the people
increase online sales.
Major Because they are the People who Phone calls
customers make major purchases of BizOp’s Personal visits
products. So its need get involved Email communication
them in to risk management process Newsletters
to get feedback. Feedback sessions

Customers They are the People who make small Email communication
purchases of BizOp’s products. They Newsletters
are important to get feedback

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 Recruitment They Involved in recruiting staff. They Meetings
agency need to find well qualified, expertise Phone calls
enthusiastic employees to the Interviews
organisation Email communication

Suppliers and They are not only supplying good s to Meetings

Contractors the company they can affect company Email communication
profit and quality of the production. Phone calls
They need to be keep maintain the Personal visits
quality of products and get
information, advice and trade credit.
Local Council To Create a better local business Meetings
environment. They involved in protect Personal visits
existing businesses and not create the
conditions for competition.
Local chamber To encourage Relationships with other Meetings
of businesses, Visibility, advertising Email communication
manufacture options and sponsorship packages, Phone calls
Ongoing training & education, Personal visits
Programs and events

The company can use the following communication techniques to invite stakeholders for participation

- Open and one-to-one meetings - Meetings will continue to play an important role after the risk
management strategy is in place, as part of the continual monitoring and review of the strategy. Getting everyone in
one room is possibly the best way to start the risk management process, so you can explain face to face what it is
about and why you are doing it. This initial meeting should give people the opportunity to ask questions and provide
input into the process.
- Emails or official letters - Your notes can be distributed through your newsletter (hard copy or online),
through email, in flyers or posted on your noticeboard. You should include the results (or a summary) of any
brainstorming session and decisions made at meetings, so everyone is kept aware of what's going on.
- Training and feedback - It's important that strong communication links are established between the risk
management sub-committee and your board - regular reports should be included in training sessions.

BizOp’s risk management processes

In accordance with the BizOp’s Enterprises risk management policy following procedures describes the
organisation’s standard process for risk management. BizOp’s risk management policy committee and all employees
are responsible for ensure risk management principles.

- Risk identification
- Risk rating
- Risk controls
- Risk monitoring and reporting

Risk Identification

BSB51915 Diploma of Leadership and Management

The scope of project management touches virtually every aspect of the company current risk management
requirements. Scope also covers the sum of the products, services, and results to be delivered through the current
operations. It includes the definition of basic assumptions for the organization’s external and internal environment
and the overall objectives of the Risk Management process and activities.

Although the definition of scope and framework are fundamental for the establishment of Risk Management, they
are independent from the particular structure of the management process, methods and tools to be used for the
implementation.
- Death or injury
- Financial loss to BizOp’s
- Damage to BizOp’s reputation or adverse media coverage
- Damage to the physical environment, including land, water or air quality
- Failure to meet regulatory or legislative requirements.

Risk rating
After all risk events are identified, risks shall be assessed to determine the overall ranking for the risk. Risks are
ranked in the following four categories:
- Extreme
- High
- Medium
- Low
The ranking of a risk determines:
- The nature of further action that is required
- The urgency with which further action should be undertaken
- The reporting requirements for the risk, including who the risk is reported to
- How the risk is monitored.
All risks within BizOp’s are ranked using a common scale that assesses:
- The potential consequences if the risk were to occur
- The likelihood of BizOp’s being impacted in that way.

Risk controls

When the company identifies the problems and the solution, it should be communicated to the relevant
stakeholders in order to take the necessary actions. The following process may use by the company for the
communication.

- If any problem identified by an employee, the problem and the solution identified should be communicated
to the immediate supervisor to take the necessary actions. The employee may use formal or informal
communication technique to convey the message.
- If the decision can be made at that level, the relevant supervisor should take the necessary actions. If not, it
should be escalated to the next level.
- Depending on nature and the impact to the company from the problem, the decision may take at the Board
of Directors and communicated to the lower levels of the company.

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Risk Monitoring

One effective way to monitor operational risks is to add those risks with the highest scores to the risk schedule with
an assigned risk manager. This allows managers to see when these risks need to be monitored more closely and
when to expect the risk manager to provide status updates at the bi-weekly management meetings.

The following steps can be used to evaluate risk monitoring process

Step 1 - Set timelines

- Set timelines and deadlines for ensuring risks are managed and treated. Make sure the most urgent risks are
dealt with first.
- Record when things need to be checked and tick them off your risk register when they've been completed.
- make a note of when that area should be reviewed again.
Step 2 - Keep records
- It's important investigate and keep records. This will provide with a track and justify the actions, also it will
help to avoid similar incidents happening again.
Step 3 - Investigate the incident
- What went wrong? Why? What could have prevented it? Document the details of the incident and the
answers to those questions for future reference. And act on the information.
- Records should include:
- Minutes of meetings - noting important decisions and the reasons for them
- File notes - a record of important conversations in person or on the phone
- Training records - documenting any training undertaken by staff
- Incident records - notes taken or forms completed in the event of incident.
Step 4 - Produce a resource for employees and managers
- Risk management guide should include sections that invite feedback from stakeholders whether the risk
management strategy is working.
- Often it will be people who are best able to see what works and what doesn't, and who will be the first to
notice any changes in the nature of risks faced by the company - new risks arising, existing risks disappearing
or changing.
Step 5 - Adopt and follow procedures
- Organization policies and procedures should follow
- Establish a process for dealing with complaints, suggestions and other feedback from Stakeholders.
- It's is important that the monitoring and reviewing of risk management strategy is open and inclusive, so
that Stakeholders can be a part of the continual process of risk management, in its development,
implementation and evaluation.

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Risks Identification and analysis

Grade Level of likelihood

A Expected (will occur regularly)

B Probable (will occur at some stage)

Risk likelihood legend
C Possible (could occur)

D Improbable (could occur but unlikely)

E Rare (may occur but in limited situations)

Impact of Risks

Grade Level of impact

1 Insignificant

2 Minor
Risk impact/
consequence legend
3 Moderate

4 Major

5 Catastrophic

Risk categorisation matrix

Level of Level of impact

likelihood 1 2 3 4 5
(Insignificant) (Minor) (Moderate) (Major) (Catastrophic)
A (Expected) Medium Medium High Extreme Extreme
B (Probable) Medium Medium Medium High Extreme
C (Possible) Low Medium Medium High High
D (Improbable) Low Low Medium Medium High
E (Rare) Low Low Low High Medium

Risk categorisation table

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 Priority Risk Likelihood Impact Level of risk

H A Extreme Catastrophic
Increase in complaints from customers B5
about online purchasing system

H Goods not being delivered on time A Extreme Catastrophic

B5

H Allegations that confidential customer B Major High

information is being passed on to other C4
companies

H The company website and online B Major High

purchasing links are not accurate C4

M Rising social media pressure about C Minor Low

suppliers E2

M Dropped staff morel and Complaints C Medium Moderate

about hours worked and lack of training B3

L more than 10 years old information D Low Minor

systems and warehousing/logistics D2
systems

L Global condemnation about some of D Moderate Moderate

suppliers C3

Task 2

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Risk management plan and Action Plan for BizOp’s

Activity: Increase in complaints from customers about online purchasing system

Risks - reduce customer satisfaction

- damage the image of the company
- reduce sales and profit

Control measures/ Control measure Strength Weakness

treatments
Identify weak points Strong Consultancy Old infrastructure such
group within the as IT operation system
company
Increase promotion Wide area can be Limitation of the budget
and deals covered with all 150
outlets
Faster continues Install new technology Lack of trained staff
service to faster service
checkouts
Security risk Password protection is Lack of trained staff
in placed
Increase reputation Old and well Full technological
established company advancement yet to
operate business.
Impact of risk/s on Most of risk associate with the current situation can be manipulated and
areas outside your treated with proper actions.
responsibility Mainly maintains department and HR department have their responsibility
to analyse risk and treat with proper solutions.
Account department has to allocate considerable budget for upgrade,
trainings and also for recruiting new staff and consultant if required.
Personnel involved - HR manager
- IT department
- HR team
- Retail managers
- Customer Service Department
- Sales and Marketing
- Account Department
Expected outcomes - Update the company Online operating system and customer portal
of risk treatment - Provide online promotions and deals to attract customers
plan - Train staff for new updated system
- Increase sales and profit

Activity: Goods not being delivered on time

Risks - Increase number of unhappy customers
- Damage the company image
- Reduce sales and profits
Control measure Strength Weakness
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 Control Increase number of delivery Company budget Limited drivers at one
measures/ Vans allocated $50,000 to shift
treatments buy an extra Van for
delivery
Discuss with third party Budget been Company do not meet
delivery company for fire allocated to do major the regulations to deal
facilities requirement to the with a third party
current situation
Introduce new navigation Drivers are happy to Lack of technical
system to drivers get trained to a new resources
system
Speedup warehouse and Recruiting new staff Lime is limited
dispatch operations will get trained for
faster services
Faster online ordering process Budget allocated for Lack of expert
with new technologies upgrade the system knowledge and
consultancy about new
technology
Impact of risk/s Depending on nature and the impact to the company from the problem, the
on areas decision may take at the Board of Directors and communicated to the lower
outside your levels of the company to get acknowledge about the situation.
responsibility Account department has to consider about the budget when making decision.
Personnel - HR manager
involved - Despatch and Delivery
- Delivery Team
- Customer Service Department
- Sales and Marketing manager
- Retail managers
- Account Department
Expected - Guaranteed on time delivery service
outcomes of - Increase customer satisfaction
risk treatment - Faster warehouse operation
plan - Train staff for new updated operations
- Increase sales and profit

Task 4

a) Implementation strategy

BSB51915 Diploma of Leadership and Management

The Management committee is responsible for systematic process of identifying, analysing, and responding to
BizOp’s project risk. Risk management incorporates with various processes, that would regularly update and
reviewing the assessment based on developments and actions taken.

RISK RISK LEVEL ACTION RESOURCES RESPONSIB REVIEW

LE PERSON BY
Australian Moderate Get involve local media Market research Marketing Managing
consumers are to Increase promotion Manger Director
spending less due to and deals. And make a Liz Retail,
the uncertain global process to help Hitchens operation
financial situation community ,Advertisin s(Nancy
and rumours of development projects g Sales Tooket)
government tax to establish company Team
increases image.
Increasing Catastrophic Introduce faster online Online review Business Managing
complaints from ordering process with database, operation Director
customers about new updated technical manager(C Retail,
online purchasing technologies support records hang operation
system lin)Support s(Nancy
problems/disconnec Team, Sales Tooket)
t Manager
(Johan
Tines)
Floods have affected Catastrophic Introduce new Supplier records Sales Managing
some Asian navigation system to manager(Jo director
suppliers Goods not drivers and get join han Tines), Business
being delivered on other courier company Retail operation
time to delivery to avoid team, s(Sean
getting delays Delivery Bamford)
Drivers
Suppliers of BizOp’s Moderate Find out more Market research Product Managing
top-selling range of recognized quality Specialist, director
products have suppliers and create a Sales Business
received global process to attract them manager(Jo operation
condemnation involve in to company han Tines), s(Sean
because Major supply requirements Business Bamford)
suppliers causing operation
environment manager(C
destruction hang lin)
Conflicts between Moderate Establish a process to Employee HR Managing
staff and complaints monitor up to date database, manager Director
about hours worked Work safety legislation Conflict report (Gina Human
and lack of training. Requirements and Harris) HR Resource(
Reduce sales and Identify what training Specialist Sayo
profit might be required to Advisor & Yoshida)
bridge quality customer HR
service. administrat
ive team
customer High Limit or restrict third Annual reports, Business Managing
information is being party access to customer operation director
passed on to other customer information complaint book manager(C Business
companies Increase while placing an hang lin), IT operation
number of unhappy Manager
BSB51915 Diploma of Leadership and Management
 customers therefore accurate security and (Fred s(Sean
reduce customer firewall system. Diallo), IT Bamford)
satisfaction and Coordinato
damage the image rs
of the company

b) Monitoring strategy

The following steps can be used to evaluate risk monitoring process

Step 1 - Set timelines
- Set timelines and deadlines for ensuring risks are managed and treated. Make sure the most urgent risks
are dealt with first.
- Record when things need to be checked and tick them off your risk register when they've been
completed.
- make a note of when that area should be reviewed again
Step 2 - Keep records
- It’s important investigate and keep records. This will provide with a track and justify the actions; also it
will help to avoid similar incidents happening again.
Step 3 - Investigate the incident
- What went wrong? Why? What could have prevented it? Document the details of the incident and the
answers to those questions for future reference. And act on the information.
- Records should include:
- Minutes of meetings - noting important decisions and the reasons for them
- File notes - a record of important conversations in person or on the phone
- Training records - documenting any training undertaken by staff
- Incident records - notes taken or forms completed in the event of incident.
Step 4 - Produce a resource for employees and managers
- Risk management guide should include sections that invite feedback from stakeholders whether the risk
management strategy is working.
- Often it will be people who are best able to see what works and what doesn't, and who will be the first
to notice any changes in the nature of risks faced by the company - new risks arising, existing risks
disappearing or changing.
Step 5 - Adopt and follow procedures
- Organization policies and procedures should follow
- Establish a process for dealing with complaints, suggestions and other feedback from Stakeholders.
- It's is important that the monitoring and reviewing of risk management strategy is open and inclusive, so
that Stakeholders can be a part of the continual process of risk management, in its development,
implementation and evaluation.

c) Evaluation strategy

The managing directors should evaluate the progress of the implementation plan and identify any
requirements for changes and improvements. And it is useful ranking them once it’s identified. This can be
done by considering the consequence and probability of each risk. The team of management should consult
their teams and any other relevant stake holders in making the decision.
BSB51915 Diploma of Leadership and Management
 The evaluation can be financial evaluation, market evaluation including consumer and competitor
evaluation, regulatory impact assessment and industry changes. Based on the observations made, the senior
management should make decision to change the implementation activities and intervention in the
implementation plan.

Employee participation for the risk evaluation process activities is important for the BizOp’s in this stage.
Achievement of the organizational objectives will depend on the participation of the employees.

Therefore, workplace consultation involves the open exchange of information between senior management
and employees about issues in the workplace to better manage risks. By following the workplace
consultation process and involving employees’ knowledge and experience on a regular basis, better decision
can be made that result in fewer workplace problems.

The following approach may be used by the company in order to maximize the participation of the
employees for the development plan.

- Improved safety culture, in particular a greater respect and openness for health and safety issues as
they arise.
- Employers should consult employees or their representatives if they are:
- Identifying hazards and assessing risks that may harm people
- Making decisions about how to control risks that may cause harm
- Making decisions about the adequacy of the facilities for employee welfare
- Determining the membership of any health and safety committee.
- Making decisions about procedures to:
- Consult with employees on health and safety matters
- Resolve health and safety issues
- Monitor employees’ health and workplace conditions
- Provide information and training.

Proposing changes to the workplace, plant, equipment, substances or other things used in the workplace or
work to be carried out at the workplace that may affect the health and safety of employees.

The consultation process should be as follows;

- When a health and safety matter is identified share information with those affected in a timely
manner and ensure information can be easily understood.
- Give employees a reasonable opportunity to express their views and take those views into account
to help shape decisions.
- Establish both a Health and Safety Committee or hold regular meetings to discuss health and safety
issues in the workplace.
- Involve nominated Health and Safety representatives.

Objective Identify Risk Recommendation Record Timeline Responsible Review Review

s for changes keeping person and Date
method Feedback
by
Maintain the Increasing Introduce faster custome Fortnightl Business Managing
number one complaints from online ordering r File y operation Director
BSB51915 Diploma of Leadership and Management
 rating in the customers about process with new notes manager(Cha Retail, 1st
annual online updated /complai ng operations( October
national purchasing technologies nt book lin)Support Nancy 2018
industry system Team, Sales Tooket)
customer problems/discon Manager
service awards nect (Johan Tines

Launch new Floods have Get join other Supplier Weekly Sales Managing 8th
high quality affected some courier company to records manager(Joh director October
exclusive Asian suppliers delivery to avoid \ an Tines), Business 2018
consumer Goods not being getting delays Minutes Retail team, operations(
products to delivered on of Delivery Sean
meet time Introduce new meeting Drivers Bamford)
customer navigation system s
demand, to drivers and
ahead of follow it whether it
competitors, is working in order
within budget
and by the
agreed
deadlines
Company is customer Limit or restrict custome Daily Business Managing 1st
willing to information is third party access to r operation director October
undertake being passed on customer complai manager(Cha Business 2018
continuous to other information while n book ng lin), IT operations(
improvement companies placing an accurate Manager Sean
processes by Increase number security and firewall (Fred Diallo), Bamford)
providing with of unhappy system. IT
high quality customers Coordinators
and innovative therefore reduce
products and customer
services satisfaction and
damage the
image of the
company

Increase Suppliers of Find out more Incident Monthly Product Managing 15th
revenue by BizOp’s top- recognized quality records/ Specialist, director October
15% selling range of suppliers and create Survey Sales Business 2018
(compared to products have a process to attract results manager(Joh operations(
the previous received global them involve in to Report/ an Tines), Sean
12 months) by condemnation company supply Annual Business Bamford)
the end of the because Major requirements sales operation
financial year suppliers causing reports, manager(Cha
environment ng lin)
destruction

-Provide Conflicts Establish a process Training Monthly HR manager Managing 15th

induction between staff to monitor up to records, (Gina Harris) Director October
training at the and complaints date Work safety HR Specialist Human 2018
commenceme about hours legislation Conflict Advisor & HR Resource(S
nt of worked and lack Requirements and report administrativ ayo
employment of training. e team Yoshida)

BSB51915 Diploma of Leadership and Management

 to train new Reduce sales and Identify what
employees to profit training might be
be required to bridge
knowledgeable quality customer
, helpful and service.
enthusiastic

-Provide the
financial,
physical,
human and
time resources
to support an
annual
professional
development
program for all
BizOp’s
employees
Maintain Australian Get involve local Market At the end Marketing Managing 31st July
annual profit consumers are media to Increase Researc of each Manger Director 2018
levels of 15% spending less promotion and h financial Liz Hitchens Retail,
of revenue for due to the deals. And make a reports year ,Advertising operations(
all products uncertain global process to help Sales Team Nancy
and services, financial community Survey Tooket)
calculated at situation and development Reports
the end of rumours of projects to establish
each financial government tax company image.
year increases

BSB51915 Diploma of Leadership and Management