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Goal 1 is essential to the business to ensure: 1.The most efficient use of resources to cover market needs. As upgrading technology will decrease interruption, they can become a competent contact center in the industry. 2.Job performance measurements for training needs Goal 2 is essential to business to ensure that the:1.Staff are well trained and have the required skills2.Employee turnover rates continue to decrease as training will increase competence in their work creating less pressure on them. Goal 3 is essential to business to ensure that the:Document Type: Unit Assessment Pack (UAP)Version 8 – Compliance and Quality Assurance Department Release Date: Feb 2017 Review Date: Dec 2018Unit Name: BSBINN601 - Lead and manage organisational changePage | 75
1.Supervisors and employees are well coordinated2.Business is having proper flow of information 3.Supervisors are passing on relevant knowledge to employees. In order to ensure that there is proper employee and supervisor engagement, there must be reporting protocols for supervisors to report to department managers. Achievement of these goals should increase net profit in the net budget year $200,000 due to increased efficiencies and increased business. The cost that is required to be upgrade the technology and train the employees on an annual basis would be $150,000. However, it is also forecasted that the net profit would further increase with time. The change requirement possesses the following risks:oAfter spending $150,000 on training and upgrading of technology, there is a prediction that the business would earn profits of $200,000. However, predictions can be wrong and there might be a scenario that the business might not benefit from. oThe other associated risk is that even after spending considerable amounts on training of employees, the turnover ratio will not decrease. This can lead to the loss of the company from the money spent for training purposes. Based on the given information you are required to prepare a presentation and act out the role of Contact Centre Operations Manager. Your presentation should be approximately 15-20 minutes and cover the following points. All of your notes and any preparation should be handed in to your trainer/assessor as part your assessment along with a full copy of your presentation. Sample Templates have been provided for your use.PN1. Undertake a cost benefit- analysis for the projected profits and the investment. PN2. Analyse the risks, identify the barriers and record mitigation strategies based on your problem solving and innovation skills. PN3. Identify change elements, analyse risk and implement mitigation strategies to develop and present change management plan. PN4. Communicate with General Manager/CFO outlining relevant key factors change management strategy and obtain approval.