BSBWOR501B - ASSIGNMENT
PART A: Personal Development Plan
You are an ambitious Customer Service Team Leader at Fynntown City Council Customer
Service Centre (FCC CSC). FCC CSC does not currently have a good reputation for
Customer Service in either the business or general community. You have a lot of ideas
on how to improve this situation, but as a Team Leader, you do not have the authority to
implement any of these ideas.
There is a genuine risk that FCC will lose its State and Federal Government funding,
which accounts for 40% of all Council Funds, if Customer Service isn’t dramatically
improved within 18 months. Consequently, the Council members are desperate to see
improvements, without cutting into current spending or increasing rates. The current
Customer Service Manager has been in the position for 24 years, and doesn’t believe
that anything needs to change, and that the community will “come around in the end”.
During your first Performance Review, held last week, you ask your manager to
participate in the Management Development Program. You are aiming to be the
Customer Service Manager within 12 months, as the current Customer Service Manager
is retiring then.
Your manager has just advised you that you have been accepted into the Management
Development Program. You are required to come to the first Development Session with a
draft Personal Development Plan.
Your Personal Development plan must include:
Personal Work Goals (minimum of three) – these must be SMART goals
Alignment with FCC Goals – particularly as they relate to the above scenario
Alignment with Position Description
Key Performance Indicators (KPIs) and other forms of performance measurement
Using the competency standards identified in your Position Description, a selfassessment of development needs and...