PROJECT

PORTFOLIO

STUDENT VERSION

BSBCRT411
APPLY CRITICAL THINKING
TO WORK PRACTICES
First published 2020

RTO Works
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Business Works is a series of training and assessment resources developed for qualifications within the Business Services
Training Package.
 Contents

Section 1: Decision planning 5

Section 2: Systematic decision making 7
Section 3: Decision review 10

BSCRT411 PROJECT PORTFOLIO 3

 Student name:

Assessor: Anna Vourakis

Date: 8.11.2023

Business this assessment is Worlducation

based on:

Documentation reviewed as Business Case – Simulation – Worlducation, Policies and Procedures

preparation:

Product/Service and related Education Software, Tablet computers

process:

Process stakeholders: Management, customers and other employees

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 Section 1: Decision planning

About the business  Worlducation is a manufacturer of tablets and education software

for schools to use as a tool to educate the students in an
Provide an overview of the
interactive and interesting way.
business and chosen
product/service.  It’s customer base is currently business to business (schools) but
Describe in detail the practice they are looking to go to business to consumer
you are going to analyse.  Their vision is a world without illiteracy
List all stakeholders involved  The key locations and functional departments include
in the practice. headquarters on Sydney CBD, development in Bulgaria and
How are the stakeholders manufacturing in Hong Kong.
involved in the process?  The product is a shipped tablet and the process to analyse is the
supply chain to manufacture and deliver (sales made to
Portuguese school – order is placed by operation team – order
received by Hong Kong manufacturing – order manufactured –
order shipped shipped to Portugal.

 Stakeholders involved in this process includes the customer,

sales team, operations team, manufacturing team and freight
company.

Legislative and organisational  European Union data protection and privacy legislation under
requirements GDPR which describes what Worlducation can and cannot do
with the customer data entered the ERP system.
Summarise the relevant
legislation related to your  Employee and labour legislation, such as the Fair Work Act, in all
process. jurisdictions (Australia, Bulgaria and Hong Kong) where
Summarise the organisational employees are employed
policies and procedures  Operational Health and Safety requirements specifically in the
relevant to your process. Hong Kong manufacturing facility.
How does natural justice  Organisational policies and procedures will be included as per
apply to your decision-making the case study.
process?
 For this case study, Natural justice and procedural fairness does
not apply
Attach any relevant policies to
your portfolio.

Identify inefficiencies, The two inefficiencies identified include:

limitations or problems
 Manufacturing capability being concentrated in a single location
Name at least two (Hong Kong) with no alternative supply available in the event of a
inefficiencies, limitations or disruption
problems associated with
 COVID-19 has resulted in a breakdown in the global shipment
your process
industry

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 Use two different methods to  Civil unrest in Hong Kong has been apparent before COVID-19
find inefficiencies, limitations
 Large number of unplanned sales which resulted in over worked
or problems (e.g. talk to
staff
stakeholders, look at
numerical data or ask a set of The methods used to find these inefficiencies include:
questions)
 Discussion with stakeholders
Consult a variety of
 Questionnaires with targeted questions to get the information you
information sources such as
need
talking to stakeholders,
advertisements of solutions or  Numerical data
articles about a similar
Information sources include:
process (attach as applicable)
 News articles about shipment delays – 9 News

 https://www.abc.net.au/news/2021-10-01/expect-parcel-delays-
to-continue-through-to-christmas/100504602

 Hong Kong civil unrest news and Government websites -

https://www.reuters.com/article/us-hongkong-protests-timeline-
idUSKBN23608O

 Major shipping companies websites looking for updates plus

Government websites -
https://auspost.com.au/service-updates/current-covid-19-impacts

Choose the inefficiency, I have chosen the manufacturing capability being concentrated in a
limitation or problem you will single location (Hong Kong) with no alternative supply available in the
analyse event of a disruption.
Choose one inefficiency, I chose this issue as there are multiple sources of information and
limitation or problem to focus there are multiple solutions that could be put forward to solve this
on for the remainder of this issue. The solutions could possibly even address the other issues
project. being faced.
Explain why you chose it.

Attach: Information sources consulted ☒

Legislation, policies – See below ☒

a)

b)Finance Authorisation Policy and Procedures

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Purpose of the Policy
c) All finance transactions as noted in this policy are to be authorised by the noted authorised person
prior to the transaction being undertaken.
d) This policy is to be read in conjunction with other specific finance policies where relevant.

Procedures
e) Prior to any finance transactions being undertaken, Anna Armstrong must authorise the transaction.

Use of Business Credit Card

Purpose of the Policy

f) This policy provides guidelines for the issue and use of business credit cards.

Procedures
g) An employee will only be issued a credit card once the Credit Card Authorisation Form has been
completed.
h) The business credit card can only be used for travel, authorised entertainment and purchases of
small value expenses or equipment up to the value of $500.
i) No cash advances are to be taken using the business credit card unless authorised by Anna
Armstrong.
j) Where a business credit card is lost or stolen, the owner of this card is to notify the Business
Manager, who is responsible for notifying the issuing agency and ensuring the card is cancelled.
k) The business credit card is not to be used for personal expenses.
l) All holders of business credit cards are required to reconcile the monthly credit card statement to the
expense form, attach all receipts for payments made on the credit card and have the expense statement
authorised by Anna Armstrong.
m) Upon completion and authorisation of the monthly expense statement, these documents are to be
forwarded to the Business Manager for payment of the credit card statement.
n) All business credit cards are to be returned to the business when the person is requested to by the
Business Manager or where they are no longer an employee of the business.

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New Supplier Policy

Purpose of the Policy

o) All new suppliers to the business must be reviewed and accepted in accordance with this policy to
ensure that the supplier service is aligned with the business objectives.

Procedures

Choosing a New Supplier

p) A new supplier must provide our business with quality products, great service, competitive pricing
and efficient delivery.
q) The following information table must be completed prior to agreeing to services

Supplier Selection Background Information

Business Name of Supplier:
Location of Supplier:
Products/Services provided by supplier: (Attach a list if necessary)
Name of business owner/ sales representative:
For how many years has the supplier been trading?

Supplier Selection Review Checklist

r) For each new supplier being considered the following checklist must be completed:
Is the supplier pricing competitive? Attach list to this checklist:
What are the payment terms for this supplier?
What is the return policy for this supplier?
Does the supplier provide warranties, guarantees etc.?
Are the suppliers’ representatives knowledgeable of the products/ services and industry?
Is there an alternative to this supplier, has the alternative supplier been considered?
What are the delivery services of the supplier?
Has a credit check been undertaken for the supplier? (attach to this checklist)
Has the Personal Property Securities Register (PPSR). been reviewed?
Has the supplier been trade checked? (attach this to this checklist)
insert relevant additional information to assist in the decision of appointing a new supplier

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Appointment of Supplier
s) The appointment of a new supplier will be authorised by the Business Manager.
t) The Business Manager will independently verify the bank account or other payment details of the
supplier to ensure payments made are to the correct supplier

Supplier Payment Terms

u) All purchases from suppliers must be supported by a purchase order.
v) Payment terms for all suppliers must be reviewed by the Business Manager at least once a year.
w) All supplier payment terms must be a minimum of 30 days.
x) Any variation to the above must be authorised by the Business Manager.
y) All supplier payments are to be reviewed once a quarter to ensure that payment terms are adhered
to. For payments made to any suppliers earlier or later than the agreed terms.

z)

aa) Privacy Policy and Procedures

Scope
bb) This privacy policy outlines how Worlucation protects and handles personal information in
accordance with its obligations under the National Privacy Principles (APPs) contained in the Privacy Act
1988 (Cth) (Privacy Act).

1. Collection of information
Worlucation collects personal information relating to individual creators, publishers, licensees and IT
professionals as part of the normal course of its business.
Where possible, Worlucation collects personal information directly from the individuals themselves.
Third party collection: Worlucation may also collect personal information from third parties in
accordance with the requirements of the APPs, including:
From other rightsholders of a work, including the publisher. This is restricted to information
which will assist in member recruitment or payment to rightsholders, such as contact and
entitlement information. If Worlucation cannot collect that personal information from other
rightsholders, its ability to efficiently recruit and pay rightsholders will be restricted;
Worlucation has agreements with similar organisations in other countries that enable the use of
foreign text and images in Australia, and the collection of fees and royalties for the use of
Australian works overseas and may collect information in this process;
From the public domain from third party sources such as social networking services, industry
directories, industry guides, and the Internet; and
Through purchased mailing lists and business database lists which are used for sending
Worlucation marketing material, where recipients have consented to receiving such
communications or it would be reasonably expected of us to use or disclose the
information for that purpose.

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 Websites and online services: a variety of information is collected by users of our Websites and
online services.
Emails and electronic forms: our servers may record an email address if a message is sent online.
An email address will only be used for the purpose for which it has been provided and it will not
be added to a mailing list or used for any other purpose without consent.
Google Analytics: Worlucation uses Google Analytics to collect data about users’ usage and
behaviour on Websites. This information is used to improve the Websites and is not used by
Worlucation to personally identify users of the site. All tracked data is anonymously collected in
accordance with Google Analytics’ privacy policy. Refer to Google’s privacy policy for further
information: http://www.google.com.au/policies/privacy/
Cookies: Worlucation uses session ‘cookies’ to help analyse how users use their Websites. The
cookie-generated information generated about the use of the website (including IP address) will
be transmitted to and stored by our service providers on servers hosted in Australia. By using
our website, users consent to the processing of data about them in the manner and for the
purposes set out above.

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2. Anonymity
2.1 We provide the option for individuals to not identify themselves, or of using a pseudonym when
dealing with us. In some circumstances, if a choice is made not to provide the information
requested we may not be able to provide certain services.
2.2 We do not provide this option in circumstances where it is impracticable to do so or where
Worlucation is legally required to deal with identified individuals only.

3. Use and disclosure of personal information

3.1 Worlucation uses and discloses personal information for the primary business purposes for
which it is collected (set out above) and related management purposes.
3.2 Worlucation uses and discloses personal information for any other purposes to which consent
has been given.
3.3 Worlucation will not otherwise use or disclose personal information without consent being given
unless otherwise required or authorised by law.
3.4 Subject to the requirements of the APPs, Worlucation may also use and disclose personal
information for any other related purpose that one would reasonably expect the information to be
used or disclosed.

4. Marketing material
4.1 Worlucation may use personal information, from time to time, to send to marketing material that
we consider will be useful, or other material about our activities.
4.2 Worlucation will only do this if we collected the information and one would reasonably expect us
to use or disclose the information for that purpose, or if consent has been given to receiving
such communications.

5. Personal information storage and security

5.1 Worlucation takes reasonable steps to protect personal information from loss, unauthorised
access, modification, disclosure, interference or other misuse. These steps include electronic
access restrictions for electronic files that contain personal information, securing paper files
containing personal information in locked cabinets and physical access restrictions.
5.2 Once collected, Worlucation holds personal information in a number of different formats,
including on servers (located both onsite and offsite, including in the cloud), databases, filing
systems and in offsite backup storage.
5.3 Worlucation only retains personal information for as long as it is required for its business
purposes or for as long as required by law. Any information that we no longer require is
destroyed securely. An exception to this may be retention of the information for data analysis.
However, if this occurs, the information will be retained in a form that does not allow you to be
identified from that information.
5.4 Worlucation undertakes not to disclose your personal information in any manner that would be
considered direct marketing.

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6. Digital security
6.1 Input devices such as thumb drives or other external memory devices should only be used if
they come from a trustworthy source.
6.2 Before opening a thumb drive folder, ensure that a malware scan is run on it.
6.3 Files that are to be modified should first be saved to the computer’s desktop and the thumb drive
ejected before beginning work on the files.
6.4 All files should be saved to the relevant folder, and not left on the desktop.
6.5 Back up of data should be performed at the end of every week. The data should be backed up
onto an external memory device, which will be stored in the security cupboard in the
Administration office.

7. Internet security
7.1 A mailbox should be created for each email sender so they can be accessed efficiently.
7.2 Before logging off from your inbox, ensure that it is empty. All emails should be placed in their
sender’s mailbox.
7.3 Suspicious or potentially dangerous emails should be deleted immediately. Attachments should
not be opened.
7.4 Personal emails should not be opened at work, or on King Edward VII College’s computers. If an
email of a personal nature is received on a King Edward VII College’s email address, forward it
immediately to a private email address, and open it outside work. Delete the original email from
the inbox once it has been forwarded.
7.5 Returned email should be examined to ensure that the address in correct. If in doubt as to the
correct address, contact the source of the address and ask for verification.
7.6 Email attachments should only be opened if they come from a trusted source. Attachments are
to be stored and sent only as pdf, Word, PowerPoint or Excel files. If trustworthy emails are
received in other formats, they should be converted before filing.
7.7 New staff must be assessed on their email competence by their manager before they are given
access to their company email address and access to company files. This assessment is to be
carried out on an external email account.

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 Section 2: Systematic decision making

Generate and analyse Possible solutions to the manufacturing capability being in Hong
alternative solutions for your Kong:
inefficiency, limitation or
 Outsource manufacturing to a third party in a different
problem
location…………………………… (put more information here)
List four to six alternative
 Establish a second manufacturing plant in an alternative region
solutions.
such as India or Korea……….(put more information here)
Description each alternative in
 Purchase tablets off the shelf from a known supplier and simply
detail (for example, using a
install the software on them……….(put more information
flow chart, words or a series of
here)
pictures).
Set up a set of success criteria  Provide the software solution as a cloud-based
that can be used to evaluate solution………………… (put more information here)
the alternative solutions. Success criteria to evaluate the alternatives could include customer
Compare the alternatives with satisfaction, product quality and business continuity.
one another using at least two Re purposing tablets is the cheapest option by may impact customer
methods. satisfaction if the quality isn’t there. It is expensive to establish a
Use numerical data (attach to second manufacturing facility, but this does provide business
the portfolio or use the data continuity. A cloud-based software solution is an affordable option
from the case study) and provides long term sustainable solution to the supply chain and
business continuity. Outsourcing manufacturing to a third party
provides the ability to scale up production, but this may be impacted
by COVID and they may lost control of product quality.

Identify bias or perceived bias There is no bias or perceived bias in my comparison as I used the
numerical data in the case study and have made an objective
Have you based your
comparison. Therefore, facts were used to make these comparisons
comparison on fact, not
and not feelings.
feeling?
Do you have any bias?
Do you think people may
perceive you as being biased?

Choose the best solution for The best alternative as far as I’m concerned, is the cloud-based
your inefficiency, limitation or solution as a long-term sustainable option. It is cost effective ($2
problem million) compared to the other alternatives and ensures business
continuity by providing a long-term solution to the supply chain
Choose the best alternative.
challenges.
Why did you choose it?
This solution will make the manufacturing and shipment policies
How does it meet the redundant. There will be almost no change to the sales process
legislation and organisational (although the product does change) and the order process will be
policy requirements? simpler.

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 Are there any risks associated A potential risk could be that by moving away from hardware
with your solution? provider to software provider, Worlducation may allow opportunities
for competitors to take market share.

Communicate your solution to  Key customers contacted personally by email from their account
all the stakeholders in an managers. Major customers will require a personal explanation
appropriate format. for the change.
What form of communication  Sales team contacted via a formal business memorandum email
suits each of your stakeholders followed up by a team meeting. The nature of their role is not
(e.g. telephone call, email, changed, only the product.
face to face meeting)?
 Operations team contracted via a formal business memorandum
State why these are email followed up by a team meeting. The nature of their role is
appropriate choices. not changed, only the product.

 Manufacturing team has face to face meeting with HR and made

redundant. This must adhere to company policy.

Create the communication. The digital tools and technology used to create the communication
were:
What digital tools and
technology can you use to  Laptop
create communication
 Microsoft word – plus a memorandum template
documents?
 Email account
Use the appropriate digital
tools and technology to create  Internet connections
at least one communication
document identified in the
previous step. Yes, the communications state the issues, the solution and why it
was chosen. Attached are the email and memorandum.
Does your communication say
what the problem is, what
alternatives you considered
and why you chose your
proposed solution?
Attach the communication
you’ve created to your portfolio

Attach: Numerical data ☒

Two forms of communication created – Email and ☒

memorandum

NUMERICAL DATA

Estimates for future business models

Business Model Estimated Cost Estimated Loss

Second manufacturing facility $5,000, 000.00

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 Outsource manufacturing to 3rd party $200 per unit sold
Cloud based solution $2,000,000.00
Purchase off the shelf tablets $300 per unit sold
Repurposing used tablets $100 per unit sold

EMAIL TO SALES TEAM (YOU CAN CHOOSE ANY STAKEHOLDER, MAKE THE COMMUNICATION
RELEVANT TO THAT STAKEHOLDER):

20TH October 2021

TO: Worlducation Sales Team

Dear Team

I hope you are all well and having a great week.

Please find attached memorandum detailing the changes taking place to our Education product and the
reasons why they had to change.

We will hold a team meeting as well as comprehensive training so you are completely across this new
product. The nature of your role will not change we are only introducing a new product to help combat
some of the logistical issues we are facing.

If after reading the memorandum you have any questions or concerns, please do not hesitate to
contact me.

Kind regards

Anna Vourakis
Sales Manager

MEMORANDUM TO SALES TEAM

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 interoffice memorandum

to : SALES TEAM

from : ANNA VOURAKIS

subject : NEW EDUCATION PRODUCT

date : 20.10.2021

CC: LUCAS LOPEZ, CEO OF WORLDUCATION

I am writing to inform you of a new product we are launching in the next month or so that will,
based on it’s success, replace our current offering to our clients.

Since COVID-19 has been with us, it has caused various issues to our supply chain. Shipping
has been an issue as well as our manufacturing plant in Hong Kong not being able to keep up
supply of our tablets. We have been researching and consulting with our stakeholders for
solutions to these issues as it is impacting our business. Customers are not receiving their
orders and the business is feeling the impact of the negative feedback.

One of the solutions that was put forward was agreed to by the Board to be the best option
available for our clients. Our software program will now be made available on a web based
system, accessible by user log ins. The clients now have the option to use their own devices or
we are looking at re purposing older laptops but that will be on a trial basis. We are still
consulting with our manufacturers on other hardware solutions so we can provide other options
to our clients as well. We will keep you informed of these developments.

Your roles essentially will not change, we are only adding another product as an option to our
clients to assist with the supply chain issues. You will be contacted shortly by the Learning &
Development team to arrange training.

Please let me know if you have any questions but your cooperation will be greatly appreciated.
If you have any feedback, we would be interested in hearing your thoughts.

Kind Regards
Anna Vourakis

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 Section 3: Decision review

Review your decision See attachment for checklist.

Perform a self-evaluation.

 Complete the self- Strengths – some strengths I displayed was my ability to create
evaluation checklist solutions to the issues, communicating them effectively to all
(add as an attachment) stakeholders.

 List your strengths and Weakness – a weakness was analysing the numerical data and I
weaknesses could take up a statistics course to help me analyse this data more
effectively. I could also ask someone in the company who is good at it
 What can you do to
to help me.
improve your
weaknesses?

Seek feedback Questions for Questionnaire:

Create a questionnaire to 1. Do you believe this solution will solve the issue?
obtain meaningful feedback
2. Do you believe this solution will impact customer satisfaction in a
about your decision.
negative way?
You can use an online
3. What do you like about this solution?
questionnaire format, or
paper-based format. 4. What don’t you like?

The questionnaire should be 5. Do you have any other suggestions on how to solve this issue?
filled out by at least one Attached is the questionnaire and the responses.
stakeholder.
Ask the stakeholder to fill out
the questionnaire.
Attach the completed
questionnaires to this
proposal.

Incorporate feedback Based on the feedback, the solution does go against the company
vision to eliminate illiteracy as it does not cater for poorer schools
Use the results from the
without devices. The decision could have been improved or different of
survey and explain how
the company vision had been part of the success criteria.
you’ll improve your decision.

Plan for future process We must use the results from the self evaluation and the feedback
evaluation from stakeholders to develop a plan for any future process
evaluations. This plan should include systematic decision making
Use your self-evaluation and
steps with an emphasis on how we will do things differently the next
the results from your

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 questionnaire. time a product or process is analysed.
The success criteria had not taken everything into account when
Will you approach process
comparing alternatives and so in future, we would spend more time
evaluation differently the
establishing success criteria and seek input from others.
next time you analyse a
product or service?
Develop a plan for process
evaluations you will complete
in the future.
Attach your plan to this
portfolio.

Attach: Self-evaluation checklist – use template ☐

Plan for future process evaluation ☐

Completed questionnaire(s) – use Google forms ☐

SELF EVALUATION CHECKLIST – COMPLETE THIS EVALUATION, I HAVE GIVEN A COUPLE OF EXAMPLES,
YOU MUST PUT COMMENTS IN EACH SECTION

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 How happy am I?
How did I do? Comments

Describe my business and I provided sufficient details and

chosen process in detail
X covered all points

Identify and describe the Comment

inefficiencies, limitations or X
problems of my process

Identify, consider and discuss Comment

relevant legislation, policies and X
procedures

Analyse the identified Comment

inefficiencies, limitations or X
problems

Choose one inefficiency, Comment

limitation or problem to focus on X

Generate alternative solutions X Comment

Analyse and compare alternative Comment

solutions
X

Decide on the best solution and Comment

justify my choice
X

Communicate my solution to all Comment

stakeholders in an appropriate X
format

Interact verbally with others X Comment

Use numerical data in the Comment

analysis
X

Use appropriate digital tools and Comment

technologies
X

PLAN FOR FUTURE PROCESS EVALUATION

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 Develop an evaluability assessment with clearly
1. CLARIFY WHAT IS TO BE defined goals, strategies, activities and outcomes
EVALUATED

Build support for the evaluation by engaging all

2. ENGAGE OUR stakeholders
STAKEHOLDERS

Assess available resources for evaluation and

3. ASSESS RESOURCES whether the process is ready to be evaluated

Identify and determine questions to meet your

4. IDENTIFY & DETERMINE evaluation goals
EVALUATION QUESTIONS

5. DETERMINE Identify the most feasible and credible methods

APPROPRIATE to use and how data will be collected
MEASUREMENT

6. DEVELOP EVALUATION Identify specific evaluation activities, roles,

PLAN resource allocations and deadlines

Collect credible evidence to answer each

7. COLLECT DATA evaluation question - results and
recommendations will depend on data quality

Enter data, check quality and consistency of data

8. PROCESS DATA & entry and analyse date to identify your
ANALYSE RESULTS evaluation results

Use your evaluation results to apply any

9. APPLY EVALUATION necessary changes or new process
FINDINGS improvements

COMPLETE QUESTIONNNAIRES

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Responses below:

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