Patient I
A 65-year-old female presents to your office with a chief complaint of increasing numbness and tingling
in her fingers, and states, “I am concerned my memory is not as sharp as it was” for the past 6 weeks.
Upon examination, you note pale conjunctiva, beefy red tongue, and a grade III/IV systolic ejection
murmur.
CBC results
• Hgb- 10.2 g/dl
• Hct- 34.5%
• RBC- 3.2 million cells/ µL
• RDW- 20%
• MCV- 126 fl
• MCH- 31 pg
Questions
1. What history of present illness questions do you want to ask of this patient?
2. What further tests would you consider ordering?
3. What is the likely cause of the anemia?
4. The heart murmur noted is a new finding today. How would you explain the etiology of the
heart murmur to your patient?
5. What is your treatment and education plan for this patient?

Preparation
The aim of assignment is to construct an assessment of a person with dementias’ needs using a model of
dementia and discuss how you have addressed one area of need.
The purpose of this assignment is to write a summary of your assessment of the person with dementia and
their health care needs.
Below are guidelines for undertaking this assignment.
Please make sure you read through all the instructions for what you are required to do and submit and that
you also read through all the supplementary guidance here.
The model we recommend you use for your assignment is The Dialectics of Dementia (Kitwood) and is
summarized below:
D= P+ B +H + NI +SP
D = Dementia is viewed as the product of a complex interaction between the remaining five elements of the
equation:
1. P = Personality, which includes coping styles and defences against anxiety
2. B = Biography, and responses to the vicissitudes of later life
3. H = Health status, including the acuity of the senses
4. NI= Neurological impairment, separated into its location, type and intensity
5. SP= Social psychology which constitutes the fabric of everyday life
You are asked to provide an evidence based summary of each of the five (5) elements above and show how
each contributes to the dementia process.

2
For example:
1. describe in person-centred way the personality of the person with dementia;
2. outline major areas of the person’s life history, in particular how they have dealt with emotional challenges
and crisis in their life;
3. describe the persons overall health status, including any age related changes with their senses;
4. describe their neurological impairment, separated into its location, type and intensity;
5. summarise the social psychology which surrounds the person in their every day life and in thecurrent
care setting.
You must include your appreciation of the person’s:
§ personhood and his/her communication abilities;
§ importance of the impact of the care milieu/ environment on the person;
§ malignant social psychology;
§ people with dementia are seen as active agents;
§ language/ behaviours have meaning;
§ positive person work.
When you have done this, you need to outline the person’s health care needs and critically discuss how you
would respond to one (1) of the identified needs.
Remember when you consider what the persons needs are that these should reflect their priorities and not
just yours.
You will also need to provide a title for your assignment and one that reflects something about the person you
are representing.

Part A – Written Assessment
Scenario:
Your company Colesworths manufactures gym and personal fitness equipment which
is sold to numerous retail chains and individual stores. A new competitor has entered
the market and is taking away some of your company’s market share. As there is no
discernible difference in quality or price of your products compared to your competitor’s
products, higher management believe it is a customer service issue. They have asked you
to complete a report detailing how these customers can be won back.
Include the following in your report:
1. What strategies would you use to monitor product & service targets and
standards? (6 marks)
2. Develop a strategy to obtain customer feedback in regards to the above.
(6 marks)
3. Explain how you will use the following resources effectively to promote
quality service to customers:
a. Equipment
b. Finance
c. People
d. Technology

(2 marks each)
4. What records and reports would be maintained by management? How
would they be stored? (5 marks)
Part A total: 25 marks

Part B – Written or Oral Questions
One of your largest customers, a popular retail chain, has communicated
a major complaint to you. An urgent order was guaranteed by one of your
customer service representatives but didn’t arrive by the guaranteed date. The
customer service representative admits they didn’t book the transport company
in time for the delivery to be made by the requested date. They claimed they
were too busy and forgot about the request.
The Manager of this retail chain is very frustrated because this was the third
time of not receiving the order by the guaranteed date even though urgency of
the delivery was already discussed with the customer service representative of
your company. Now they are thinking of leaving you and switching to different
supplier. They are also asking to cancel the next two orders which were placed
by the retailer this morning.
1. How will you overcome this problem with the client? (8 marks)
2. What adjustments would you make to service delivery to ensure such
problems do not occur again? (8 marks)
Part B total: 16 marks
Assessment 2 total: 41 marks

Instructions: Answer each of these questions in essay format (approximately 1 ½ to 2 pages typed, double spaced for each question). Make sure you use factual data to prove your point/opinion. Don’t use ‘I think…’ or general phrases like “…it was bad/good for us”, unless you precede or follow the statement with specific facts or professional opinions which directly support your conclusion(s). 125 PTS FOR #1; 125 PTS FOR #2 (250 pts. possible).

1. President Wilson believed that WWI was “…the war to end all wars.”
a. Briefly discuss why he held this belief
b. Looking into the future up through the 1950’s, discuss reasons why this could never be true. It’s imperative in this response that you identify and explain the reasons behind at least 3 US interventions in other country’s affairs after WWII (i.e. Iran, Cuba, Venezuela, Syria, Egypt etc). Once you’ve done this, then respond to part ‘c’ below.
c. As you answer ‘b’ incorporate stipulations of the Versailles Treaty and Eisenhower’s treatment of the Geneva Accords, as well as the threat of Communism to the economic superiority of the U.S.
d. After answering the above, give me your opinion as to whether there is a possibility that the U.S. would ever be able to stay out of military actions, taking into account the years from 1915 through 1959. Be sure to support your opinion with facts and events from your text as well as any outside information you may get from a little research.

2. Carefully trace the changes in approaches to the American economy from the 1920’s through the 1950’s. It’s best here to explain by presidential administration detailing the economic approaches of the presidents beginning with Hoover (1928-1932) and moving through FDR, Truman, Eisenhower, and finally JFK.

a. Especially illustrate the cycles or approaches toward the U.S. economy: going from one extreme to another depending upon the mood of the nation and the presidential administrations of specific time periods.
b. Give your opinion, supported by historic events, as to whether you feel Roosevelt’s New Deal would have lifted the U.S. economy from depression without his entrance into WWII.

This assignment has several purposes. It requires you to:
1. Research factual information to collect data
2. apply marketing theories to the activities of a specific organization identified through
the collected data;
3. work collaboratively with others to challenge and develop ideas;
4. Prepare a formal written report.
Instructions:
In groups of no more than 5 students – Using one of the companies/ products/ brands we
have used in Tutorial Learning Activities, evaluate and analyse the marketing situation.
Choose one of the following companies / brands: HelloFresh, McCafe, City Beach,
Contiki, Johnnie Walker, Vinomofo, Amazon Alexa, or Ford Ranger. Then pick a product
line product category within your groups. This product line cannot be the same product
line chosen by any of the group members for their individual assessment. Research the
required information to complete the sections of the report as outlined below. Follow
the rubric at the end of this document as a guide to your headings. Use a numbering
system for headings.
• Title Page – indicating company/product/brand name AND includes names and student
numbers of group members
• Executive Summary – It is advisable to write this last as it is a synopsis of the main
findings of the report including the conclusion and recommendations. It is not included
in the word count; however, should not be longer than one page & fit for purpose. It
should be written in past tense.
• Table of Contents – Should outline all headings, subheadings and the corresponding
page numbers. It is not included in word count. Use WORD auto construct for this; you
will however need to first format all the headings and subheadings in appropriate ‘list’
format.
1. Introduction – It is advisable to write this just before the executive summary as it
overviews each of the areas included in the report. Use future tense in your language,
1

e.g. “This report will…” Remember it should not include the conclusion. The purpose is
to introduce the organisation, the chosen product line and then finally the report
elements and structure. You may want to define the scope of the report here.
2. Market/Customer Situation: Present information about the target market/s, size
and growth. Present relevant customer information for example target customer
description and consumer behaviour issues.
2.1.Industry and market/product they compete in. Trends in this area. Use industry
reports to identify the relevant data and associated trends.
2.2.Target Markets – use STP theory to discuss the segmentation variables used, and
what is the segments size, its growth and attractiveness; marketing &
positioning strategy used by the company, etc.
2.3.Consumer behaviour issues – The discussion should include motivation,
influencers, buyer decision-making process, consumer behaviour factors that
influence the decision making process.
3. Marketing Mix Situation – What is the marketing mix, why is it used – use the theory
to state the purpose and importance. Overall describe how their marketing mix
provides value (how benefits outweighing costs).
1. Product – 3 levels of a product and market offering in terms of goods, service,
experience, ideas; what needs/wants/demands are fulfilled by this market
offering. What type of product is it, convenience, shopping, luxury or unsought?
2. Price – Analyse the pricing strategy; cost-based, competition-based, valuebased etc.; discuss the price ceiling/price floor and include assumptions about
elasticity of demand in your evaluation, unless you have direct evidence about
this.
3. Place – is the process of making the product available to the customer. Can
include physical locations where the product is sold; the distribution channels
used; is it traditional or a VMN? Also consider logistics and how the product is
handled. If a product on a shelf, consider micro locations within the store and
on shelves and how this influences sales.
4. Promotion – What is the strategy, message & positioning? Does it use an IMC
program? What forms/types/methods of promotion are used?
2

5. People – staff interactions with customers and how these influence the 4
service characteristics of inseparability, variability, perishability and
intangibility; level of involvement in delivering the market offering.
6. Process – Evaluate the level of satisfaction (Satisfaction = Expectations –
Delivery), the “moments of truth”. High or low level of involvement?
7. Physical Evidence – tangibility aspects that help customer determine the level
of quality of the service delivery; it may include positioning and perceptions
that influence the consumer.
4.0 Competitive Situation – Identify two direct competitors and one indirect competitor
and compare and contrast with the chosen company and the product line. Comparison can
be based on size, strategy, market share, product quality and other considerations that
indicate their intentions and behaviours. A table format to present the information is
useful here, but you will need to provide clear analysis and evaluation of the information
in paragraph format.
1. Point of Difference
2. Point of Parity (similarity)
5.0 Macro-environment – give a brief summary of broad trends that bear on the product
line’s future.
3.1.Demographic trends and its impact on current or potential target markets
3.2.Economic trends and its impact on how and what customer spend, and its
effect on sales and the company
3.3.Natural trends – natural forces/disasters, shortages of raw materials, impact
of company on the environment
3.4.Political trends – laws, regulations, stability, government interventions,
barriers to entry/exit etc.
3.5.Technological trends – new technologies that can/do affect how the
company operates in any way (e.g. online banking, manufacturing
technologies, security, social media etc…)
3.6.Cultural/social trends – forces that affect how consumers are influenced by
society and culture. Include Consumer behaviour theories here (e.g.
reference groups, perceptions)
3

6. SWOT Analysis: No new information here – it should only be a synthesis of the
situation analysis with justification through research or theory. You may present this
information in a SWOT table, however it is required that you discuss the important
issues to establish logical linkages and inform future marketing strategy. Outline the
critical issues and how these will be managed in the company’s upcoming marketing
plan.
7. Conclusion and Recommendations: Reiterate the main aspects of the report as a
summary. Provide a rationale for the recommendations using theory (justify how it
will provide competitive advantage or create value for customers).
8. Reference List in APA format – only use credible sources of information. Start on a
new page. Avoid using sources such as Wikipedia, Investopedia, Tutor2u, Slideshare,
non-company operated blogs, or other student assignments etc. If in doubt, refer to
the referencing guide on the library webpage – not included in word count
9. Appendices (if needed) – not included in word count
• Word Limit: 5000 words (+ – 10%), Report Format.
• Submit to TNTN: Name the file being submitted as
Tablenumber_Sessionday_Sessiontime e.g.: Table01_Mon_5pm
We are looking for your ability to explain things both in theoretical terms and through
practical application of the theory to the particular case.
This is not a data gathering exercise; hence, we are not evaluating your capacity to
gather data about the company/ business. However, researching the information is
essential; hence, where access to available data about the organisation is limited, you
may make assumptions where practicable. Please state any assumptions you make.
4

Criteria Fail Pass Credit Distinction High
Distinction
Weig
hting
%
Executive
Summary
Summarises
the whole
report – is
not an
introductio
n. Approx.
350 words
or no
longer than
a page in
length (not
counted in
word
count).
Minimal or
no
evidence is
demonstra
ted:
The
Executive
Summary is
missing or
does not
meet its
purpose for
its intended
audience.
Some
evidence is
demonstrate
d:
The summary
information
provided
does not
align to the
report,
information
and structure
is missing or
inaccurate.
Adequate
Evidence
is
demonstrated
:
Executive
Summary
summarises
the majority
of the report.
Several errors
may be
evident.
The summary
is the
prescribed
length, but
could be more
accurate and
comprehensiv
e.
The summary
has required
detail
completed so
as to interest
the reader.
Thorough
evidence is
demonstrated
:
Executive
Summary
clearly
summarises
the entire
report.
Minimal errors
may be
evident.
The summary
is concise
(prescribed
length) and
accurate.
The summary
has enough
detail
completed so
as to enhance
reader
situational
familiarity.
Excellent
evidence is
demonstrate
d:
Executive
Summary
includes an
effective
overview of
each element
of the
report.
The summary
is concise
(prescribed
length),
accurate and
comprehensi
ve.
The summary
has all detail
completed so
as to
enhance
reader
interest
3
5

Introductio
n
Brief
introductio
n to the
organizatio
n,
Not
attempted
Some
attempt at
introduction.
Lack of
overriding
topic
sentence or
otherwise
incomplete.
Other
sentences
within
introduction
do not cover
all of report.
Evidence of
grammatical,
punctuation
and/ or
spelling
errors.
Introduction
uses clear
topic sentence
first which
covers most of
the report.
Other
sentences
cover most
elements of
the report
Some
punctuation
and
grammatical
errors may be
evident.
Uses clear
topic sentence
that covers
report
adequately.
Other
sentences
cover all
aspects of
report.
Possible minor
grammatical,
punctuation
and / or
spelling errors
evident.
Clear
evidence of
summary
topic
sentence. All
other
sentences
clearly
outline each
aspect of the
report.
Evidence of
high level
linguistic
ability.
Punctuation
where
relevant is
used skilfully
and
correctly.
Free of
grammatical
and spelling
errors.
5
Market &
Customer
Situation
Target
markets
identified,
size and
growth
trends from
past years
The
information
is
inaccurate
or elements
are missing.
Insufficient
information
to inform
evaluation.
Adequate
information
on target
markets
provided
although not
sufficiently
comprehensiv
e to inform
understandin
g of possible
impact on
marketing
strategy.
Some errors
may be
evident.
Good
information on
target markets
provided.
There may be
some
omissions of
key areas not
adequately
explained.
Sufficiently
comprehensiv
e to inform
understanding
of possible
impact on
marketing
strategy. Few
errors evident.
Concise
information on
target markets
provided. No
omissions of
key areas and
most
adequately
explained.
Comprehensiv
e treatment
which informs
understanding
of impact on
marketing
strategy. No
errors evident.
Very high
standard of
accuracy and
succinctness
in
presentation
of
information.
Evidence of
higher level
linkages to
marketing
strategy.
Error free.
20
6

Marketing
Mix
Situation
Nature of
the
product,
pricing,
promotion,
distribution
and supply,
processes,
physical
attributes
of delivery
(if service),
strategy
The
information
is
inaccurate
or elements
are missing.
Insufficient
information
to inform
evaluation.
Adequate
information
on marketing
mix situation
provided
although not
sufficiently
comprehensiv
e to inform
understandin
g of possible
links with
other mix
elements.
Some errors
may be
evident.
Satisfactory
information on
marketing mix
situation
provided.
There may be
some
omissions of
key areas not
adequately
explained.
Sufficiently
comprehensiv
e to inform
understanding
of possible
links with
other mix
elements. Few
errors evident.
Concise
information on
marketing mix
situation
provided. No
omissions of
key areas and
most
adequately
explained.
Comprehensiv
e treatment
which informs
understanding
of links with
other mix
elements. No
errors evident.
Very high
standard of
accuracy and
succinctness
in
presentation
of
information.
Evidence of
higher-level
linkages
between
elements.
Error free.
20
Competitor
Situation
Identify
and
describe
major
competitor
s.
Not
attempted,
very
inaccurate
or too
brief.
Introduces
and describes
details of the
competitors’,
identified
markets and
marketing
mixes to the
reader with
minimal
errors.
Introduces and
describes the
competitor’s
markets,
marketing mix
and minimally
compares and
contrasts
competitors.
Little use of
marketing
models,
mainly
descriptive.
Introduces the
details of
competitors’
markets and
marketing
mixes
completely
and in a
concise
manner. Good
comparison
between
competitors.
Use of
marketing
models to
analyse and
link to
customer
perceived
value.
Introduces
the
competitors’
marketing
situations
accurately
and
succinctly,
enhancing
the report’s
impact. The
reader has
specific
details of the
organisation,
identified
markets and
marketing
mix.
Excellent use
of marketing
models to
illustrate
competitor
comparisons.
20
7

Macro
Environme
ntal
Situation
Broad
trends that
bear on the
‘product’.
Not
attempted
or very
inaccurate
or too
brief.
Introduces
and describes
elements of
the
environment
to the reader
with some
errors.
Introduces and
describes
elements of
the
environment
to the reader
with minimal
errors. Some
supporting use
of models to
provide
rationale for
inclusion.
Introduces
details of
elements of
the
environment
to the reader
and in a
concise
manner. Good
use of
marketing
models to
analyse
importance to
situation.
Introduces
details of
elements of
the
environment
to the reader
accurately
and
succinctly,
enhancing
the report’s
impact.
Excellent use
of marketing
models to
illustrate and
argue
importance.
20
SWOT
Summarise
the key
issues.
Poorly
attempted,
difficult to
understand
or not
included.
Some
attempt to
pull together
and
synthesize
key issues.
However,
omissions
evident.
Satisfactory
attempt to
summarise the
key issues.
Some
omissions of
weighting or
importance to
analysis.
Good summary
of key issues
with some
attempt at
justification of
relevance to
company
situation.
Very good
summary of
key issues,
concisely put
with sound
rationale for
inclusion,
5
Conclusion
and
Recommen
dations
Not
included or
minimal, no
justificatio
n provided.
Recommenda
tions
included
The conclusion
unifies the
report
reiterating the
main issues.
Satisfactory
identification
of some
recommendati
ons with
adequate
justification.
The conclusion
unifies the
report
reiterating the
main issues
well.
The
conclusion
unifies the
report
reiterating
the main
issues and is
very
succinct.
Very good
recommenda
tions linked
to prior
analysis.
Uses
marketing
theory to
justify.
5
8

Report
Format
Suitable
structure
and
headings
The report
is
inconsistent
in structure
which
impedes
the
interpretati
on and
unity of the
report for
the reader.
The
analysis
does not
follow a
logical or
organised
structure.
The report
reflects
minimal
structure
flaws.
Information
has been
organised to
convey
meaning to
the reader.
Titles/
Subtitles are
included.
The report
reflects
consistent
structure.
Information is
organised and
sequenced to
convey the
intended
meaning to
the reader
Titles/
Subtitles are
organised and
included to
assist reading.
The report is
well
structured.
Information is
logically
organised and
sequenced to
convey the
intended
meaning to the
reader
allowing ease
of reading.
The Titles/
Subtitles
chosen
influence the
report’s
consistency.
The report is
very well
structured.
Information
is very well
organised
and
sequenced to
convey the
intended
meaning to
the reader
allowing ease
of reading.
The Titles/
Subtitles
chosen
enhance the
report’s
consistency
and accuracy.
2
Format
(12pt font,
1.5
spacing,
2.5cm
margins)
Lack of any
formatting
elements,
or so many
format
errors as to
make
report
presentatio
n
ineffective.
Formatting
elements
often do not
support main
points; the
majority of
elements are
used
consistently.
Formatting
elements do
not always
support main
points;
elements are
used
consistently
throughout
Formatting
elements are
organized,
highlight some
ideas and are
used
consistently
throughout the
report.
Formatting
elements are
organized,
highlight
ideas as
required and
are used
entirely
throughout
the report.
Referencin
g- in-text
and
Reference
List (APA
Style)
Insufficient
or incorrect
citations
for many
sources,
with
frequent
errors in
format and
style. No
bibliograph
y or list of
cited
sources.
Most
references
in-text and
List are
correctly
identified
and
referenced in
APA format,
with errors in
format.
The majority
of references
are correctly
identified and
referenced in
APA format,
with minor
errors in
format.
All references
in-text and
List are cited
in APA citation
style with
virtually no
errors in
format.
The report
correctly
cites all
sources intext and list
referencing
according to
APA citation
style with no
errors,
supporting
any further
inquiry
required.
9

Required
length
(5000
words)
The report
length is
decidedly
outside the
suggested
requiremen
t impeding
readers’
interest or
comprehens
ion.
The report
length is
minimally
outside the
suggested
requirement
but does not
impact
reading.
The report
length is
within the
allotted
requirement.
The report
length is
within the
allotted
requirement
The report
length is
within the
allotted
requirement.
Writing –
clear,
easily read
Paragraphs
do not
identify the
main idea.
The
paragraphs
have little
relationship
to one
another.
The
vocabulary
selected is
often
inappropria
te. The
explanation
of central
concepts
and
theories
are often
inaccurate.
Lack of
consistent
fluency and
style make
reading and
comprehens
ion
difficult.
Most
paragraphs
are
consistent,
with one
theme
running
throughout
and most
transitions
enable the
reader to
easily follow
the thread of
the report.
Essential
vocabulary is
chosen for
meaning and
context with
minimal
errors.
Explanation
of the major
concepts and
theories has
been
attempted.
The majority
of the report
is clearly
written and
can be easily
read.
The majority
of paragraphs
are consistent,
one theme
runs
throughout,
and most
transitions
enable the
reader to
easily follow
the thread of
the report.
The majority
of vocabulary
has been
chosen for
suitability in
meaning and
context. Some
major
concepts and
theories are
fully
explained. The
writing
throughout
the report is
very clear and
can be easily
read by the
intended
audience.
All paragraphs
are consistent;
one theme
runs
throughout,
and their
transitions
allow the
reader to
easily follow
the thread of
the report.
All vocabulary
is chosen for
suitable
meaning and
context. Major
concepts and
theories are
explained. The
writing
reflects
clarity,
supporting the
report content
and audience’s
interpretation.
All
paragraphs
are
consistent,
one theme
runs
throughout,
and their
transitions
allow the
reader to
easily follow
the thread of
the report.
All
vocabulary is
chosen for
rich meaning
and context.
All major
concepts and
theories are
fully
explained.
The writing
reflects
clarity,
enriches the
report and
audience’s
interpretatio
n.
10

Language –
spelling,
grammar,
punctuatio
n
The report
has not
been
proofread,
spellchecked or
edited. The
large
number of
grammatica
l,
punctuation
, and
spelling
errors
impede the
reader’s
comprehens
ion of the
report.
The report
has been
spellchecked, but
several
spelling,
grammar, and
punctuation
errors are
apparent in
the report.
These
mistakes do
not interfere
with the
report’s
content,
comprehensio
n or ease of
reading.
The report has
editing and
spell-checking
evidence. A
few minor
mistakes are
evident which
in no way
detract from
the report’s
content or
ease of
comprehensio
n.
The report has
been edited,
spell-checked
and proofread,
and has
minimal
errors. All
sentences are
complete with
grammar and
punctuation
correctly
applied
The report
has been
edited, spellchecked and
proofread,
and has no
errors. All
sentences
are complete
and
grammaticall
y correct
with
punctuation
correctly
applied.
TOTAL 100%
11

Task
Background: You are a member of the design team of an advertising agency.
Your agency has recently been approached to put together a complete marketing
package for a number of clients with different products. The plan is to start
production of the new products in two months’ time. Your manager has requested
you all to form teams to complete the task. In your team you need to decide for which
product you would like to complete the marketing package. You as a group would
need to come up with a name, create an image for it and decide on an effective
marketing strategy. You have called a meeting for the team to discuss these matters.
Unfortunately, an emergency has come up and you are unable to attend this
meeting. However, you would like to share your ideas with the team through a
few Power point slides and a video recording.
Task: You would need to submit Power Point Presentation slides of what you will
be presenting and make a video recording of you presenting those slides. You could
Unit Name: English as a Foreign Language Mastery Unit
Code:
EFL301
Assessme
nt Task: Discussion
Total length
3 to 5 minutes
per person
Total
Mark
s:
100
Weighting:
15%
Due date: Week 12 Monday
More details can be found below
EFLA 301 English as a Foreign Language
Mastery
Group Discussion
Page 2 of
include some of the following points and/or others that you might think relevant:
1. What name will you give the product you have chosen?
2. What colour will you choose for the one that appears in your ads? Why?
3. What age group will your campaign target?
4. What sort of lifestyle will be associated with the product?
5. Will you create a slogan or phrase to be associated with the product?
6. What will your marketing strategy be? Will you focus on one medium, e.g. radio,
TV., newspapers or will you use a combination of media to promote the product?
Will you hire a famous personality to feature in the ads? How will you launch the
product?
You must each produce Power Point Slides to support the points you are going
to make during the video presentation.
The six question points above do not all need to be covered. You would
need to select a few that would give you enough material to cover
3-5 minutes of your video presentation.
LENGTH
• Each person must speak for a minimum of 3 minutes and a maximum of 5
minutes. You do not need to cover all the points given above. Note: Your
Power Point slides should only be for what you are speaking about (for 3-
5 Minutes).

MKT 432  Case Study

 

Using Case, “The Interface between Demand Management and Production Strategies at TractParts”, there are 6 questions that need to be answered.  To do this, I want you to write a narrative describing the answers to the questions.

 

You are the expert in the production planning process.  You will need to define the process and any definitions for clarity.  You will need to explain why you are using the methods to derive your answers and interpret the results for the reader.  Include tables of your work and explain your tables.

 

You would write this case as if you were teaching the reader the answers to the questions.

 

The format should be as follows:

1. One inch margins, top, bottom and sides
2. Single spaced
3. Times News Roman, 12 pt font
4. Printed front side only
5. Minimum number of pages would be around 7. Maximum number of pages would be 15.

 

 

Purpose: this assessment task offers the opportunity for students to develop and articulate an individualised and evidenced-based approach to the nursing care of a child or youth and their family. A key focus will be the importance of taking a developmentally appropriate approach when communicating with the child or youth and their family.

1/ Identify an aspect of nursing care currently required by the child or youth.

2/ Describe how you will provide this care incorporating the principles of child/family centred care, child rights and the developmental stage of the child

3/Identify an issue with communication arising from the scenario.

4/Describe the strategies/approaches you will use to communicate and develop a trusting relationship with the child or youth and family incorporating the principles of child/family centred care and child right

 

Justification of these strategies/approaches should be based on:

-principle/s of Family Centred Care and/or Child Centred Care – consideration of the developmental stage of the child Detailed assessment guidelines.

 Assessment Criteria:

 Criterion 1 Develops effective strategies/approaches to communicating with the child or youth and family based on the developmental stage of the child. (13 marks)è Demonstrated very good knowledge and understanding of the child’s developmental stage by integrating highly relevant strategies and approaches to communicating and providing care for the child and family.

Criterion 2 Incorporates the principles of Family Centred Care and/or Child Centred Care in planning the care for the child or youth and family (13 marks)è integrated relevant discussion of child/family cantered care and child rights when planning care and communicating with the child and fam

Criterion 3 Synthesises and applies the best available evidence when describing the approaches to communicating and caring for the child or youth and family (8 marks)è Presented approaches to communicating with and providing care for the child and family that are clear, logical, practical and grounded in best available evidence

Demonstrates academic writing skills (6 marks)

Scenario 1: ‘Daisy’

Daisy is 10 months old and has been admitted to the paediatric ward in a regional hospital with her mother Elizabeth, who will be ‘rooming in’. Daisy was referred by her GP who was concerned about Daisy’s poor weight gain and increased lethargy.

Social History

Elizabeth is a single mother and Daisy is her only child. Elizabeth has poor family support – her mother lives interstate and her father died when Elizabeth was a child. Elizabeth has not worked since Daisy was born and misses her work colleagues.

Medical History

Daisy was born at 40 weeks’ gestation following a normal vaginal delivery. There were no complications at birth and her birth weight was 3,200 grams. Daisy was breastfed until 6 weeks of age. Daisy did not gain weight during this period and would vomit after every feed. On the advice of the child health nurse Elizabeth started Daisy on a formula recommended for babies with reflux. Daisy did not gain weight and continued to vomit during and after every feed with regular periods of diarrhea.

At 6 months old Daisy weighed 4,600 grams. The GP thought she may have a lactose sensitivity and suggested lactose free formula. Elizabeth again changed Daisy’s formula. However, Daisy continued to vomit during and after every feed. She has started on solids, but Elizabeth reports she isn’t very interested in food and continues to vomit after dairy products, biscuits, bread and packet baby foods. Her weight gain is very slow and despite regular check

-ups with the GP and child health nurse her weight and energy levels have not increased. Daisy is up to date with her immunisations.

Progress Notes

Daisy is alert and bright eyed, but tires easily. She smiles and laughs with her mother and is verbalising, although does not yet have any words. Daisy weighs 5,200 grams. Daisy has been diagnosed with a ‘cows milk protein allergy’. She will be commenced on prescription formula and requires a nasogastric tube to be inserted for top up feeds. Elizabeth is angry about Daisy’s diagnosis. She is defensive about Daisy not gaining weight and blames nurses and doctors for not doing enough. Elizabeth has expressed frustration at the length of time it has taken to get the correct diagnosis for Daisy and is very upset that her daughter has had to go through this when she has tried her hardest to get help.

Activity 1

• You are the new HR manager of a national transport company. The transport company has recently updated its five-year strategic plan.

After reviewing the new strategic plan, you obtain this information:

• the organisation owns a fleet of trucks, cars, ships and planes which it uses to transport goods including food, grocery items and mail throughout Australia
• the organisation plans to move into the Pacific and Asia region within three years; once this occurs, it will be expected that goods will be transported within and between all countries
• currently, most customers telephone the organisation to request its services
• if customers want an update on where their goods are, employees in the administration department review paperwork and make telephone calls to those responsible for transporting the goods
• customers of the organisation are becoming more reliant on technology; within three years, the organisation plans to offer an online service for booking and tracking goods to be transported
• the community is becoming more concerned with safety, and the organisation is hoping to use its safety record as a competitive advantage
• the lease on the organisation’s main business premises used for administration in the centre of Sydney is soon to expire, and the organisation will be moving its headquarters to Adelaide, where rent is cheaper
• findings from a recent survey indicate that those customers who deal with long-term employees are more satisfied; the organisation plans to reduce employee turnover by 10% each year of the strategic plan’s operation

Analyse the information from the strategic plan to determine what, if any, impact it will have on HR requirements. Prepare a memo to send to the Chief Executive Officer (CEO) of the transport company in which you set out your findings and/or request further information. (200–words)

• Activity 4

Your organisation understands the need for a diverse workforce. It also understands that those organisations who are serious about achieving diversity will have a diversity policy in place. They have asked you to write that policy. You can model your response on diversity policies that can be found online; however, the policy should be your own. (2 pages) Activity 5

You are the HR manager of an organisation, which provides a data management service. You work in Melbourne. Your organisation has been retained to review and index 600,000 documents on behalf of a client. The documents are currently stored in a Perth warehouse. They cannot be moved. Your organisation will need to employ 30 staff to complete the work within the required three-month time frame.

You need to consider options for the delivery of human resources services relating to this project.

Options include:

• You (the very busy HR manager) flying to Perth for the length of the project. Once there, you will obtain assistance from two junior HR employees to deliver appropriate HR products and services.
• Retaining a Perth-based external human resources agency to deliver the HR services, which will be required.
• Assigning a manager from the Perth office to deliver the human resources services. The manager has no HR qualifications or experience, but is well liked and very knowledgeable about the process, which will be used to review, scan and index the documents.

 

1. What are the HR services and products that need to be delivered? (40 words)
2. You have decided to analyse the options in terms of risk and to weigh up the costs and benefits of the options. Prepare a formal memo you could provide to the board of directors of your organisation to set out the risks, costs (in general terms) and benefits involved with each delivery option. (300 words)
3. You are the new office manager of an accounting firm. The firm operates in your state/ territory. It is owned by 10 partners. They employ 45 accountants. Another 65 employees are employed to undertake administrative tasks.

The accounting firm retains an external provider to provide HR services. The contract is due to expire.

You have been asked to undertake a review of HR services to determine whether it would be appropriate to:

1. Continue utilising the services of the external provider.
2. Employ a manager and four people with HR expertise to provide HR services internally.
3. Retrain six current administrative employees without HR expertise to provide HR services internally under the supervision of a partner of the accounting firm with an interest in HR.

Prepare a detailed checklist of legal requirements that HR providers would need to take into account when providing HR services. The checklist should provide details of the actual obligations and details of specific Commonwealth and state/ territory legislation. There is no need to complete the checklist. (1 page)

 

4. Which option do you think would be least likely to allow the organisation to comply with its legal obligations? Why? (50–words)

 

5. State which option you think would be most likely to deliver a service, which complies with organisational policies. Explain. (50 words)

• Activity 6

You are the HR manager of a large local council (Shire). The council has adequate funding for HR services delivered by a dedicated HR department.

 

Your organisation’s strategic and operational plans call for the council’s organisational structure to change; with the employees to be divided into new sections. This is likely to cause significant disruption and it is expected that some employees will be dissatisfied with the restructure.

 

Together with the HR team, CEO, managers and a selection of employees, you agree to work toward these objectives to allow for the delivery of the required HR services:

 

• To identify current competencies.
• To develop and implement professional development programs for all employees.
• To recruit employees as required.
• To assist current employees adjust to the restructuring program.
• To provide information to line managers to help them minimise risks to the health and safety of employees.
• To develop and implement suitable health and safety policies.
• To improve the management of workers’ compensation claims and facilitating return to work for injured employees.

 

Choose one short-term project and one long-term project, which you would like to complete. You could select a project to obtain a new job you would like to have but for which you are not currently qualified. You might select a house renovation. You could refer to celebrations for an upcoming 21st birthday or engagement party. You might choose a project to restore an old boat or car.

Develop a detailed action plan you could use to help you achieve the required short- and long-term goals. (150 words)

 

 

Activity 7

• This is an example of a position description for a current job. It documents the responsibilities of a member of the HR team. Read it carefully and complete the activities.

Job title: Junior Clerical Assistant

Grade: 2

Job purpose

To provide routine clerical support.

Duties and responsibilities:

Assist with the processing of incoming and outgoing mail for the human resources (HR) department.

Manage the administration of current vacancies; this will include photocopying and mailing-out of details and application forms, processing applications on the computer and sending-out cards to unsuccessful candidates.

Retrieve and record messages from the recruitment answering machine.

Maintain manual and computerised personnel records. This includes the preparation and upkeep of personnel files and maintaining lists or databases for a variety of purposes.

Update computer records of absences of staff across the organisation due to illness; liaise with personnel from other departments for information when needed.

Transfer appropriate files and documents to microfilm.

Manage the HR department’s stationery—order stationery, ensure a satisfactory supply and maintain a record of the stationery budget.

Ensure a satisfactory supply of routine paperwork and documentation used by the HR department by regularly photocopying and replenishing appropriate documents.

Assist with enquiries received by the HR department, both by telephone and in person. This will include dealing with members of the general public, members of staff, potential employees and external organisations; there may be minimal contact with students.

Undertake general clerical duties such as routine photocopying and filing.

Undertake other duties as requested.

Supervision

Supervisor: Senior Secretary Regularly supervised, or left to work within established guidelines, subject to scrutiny by supervisor.

Special conditions

None.

Date

 

1. Identify ten of the verbs used in the duties and responsibilities section. (50 words)

 

2. What are eight of the aspects of the position description used to document the responsibilities of a HR worker that could be improved? (50words)

 

3. Provide an example of each of the missing sections that could be used to improve this position description. (50words)

 

4. Create a job description that outlines the roles and responsibilities of HR professionals. (300 words)

 

Activity 9

• 1

You are a senior HR manager employed by a telecommunications company with 250 employees. You have been asked to develop, negotiate and document a service agreement between the human resources department (to be known in the agreement as Human Resources Central) and a new department, which has been established to develop a new social networking product (to be known in the agreement as Project Flitter).

In your discussions with interested parties, you determine that the agreement should include:

• 1. Delivery of HR client services including:
     1. preparation of job and position descriptions
     2. advising on job classification levels
     3. managing workplace changes
     4. managing equal opportunities website
     5. managing induction processes
     6. managing training programs (approx. 30 per year delivered by specialised trainers)
     7. managing promotions
     8. administering the performance management system
     9. processing travel claims
     10. processing wage/ salary payments
     11. administration of leave entitlements
     12. administration of workers’ compensation processes
  2. Delivery of recruitment services including:
     1. preparation of recruitment advertisements (approx. 300 per year)
     2. checking and paying accounts from recruitment agencies
     3. receiving, recording and short-listing applications
     4. handling applicants’ queries
     5. convening selection committees
     6. ensuring selection committees comply with policies and legal obligations
     7. arranging interviews
     8. checking references and obtaining referee reports
     9. making selections in consultation with selection committees
     10. obtaining approval for appointments
     11. preparing offers
     12. liaising with successful and unsuccessful candidates
     13. obtaining visas for non–Australian appointees
  3. Delivery of strategic planning services including:
     1. planning for new broad banding of positions
     2. reviewing reporting lines
     3. undertaking a review of approximately 40 current HR policies

Create a flow chart that sets out the steps to develop a service agreement. For each step, describe any areas you might use negotiation to develop an agreement more suitable for each party’s needs. (1 page)

• Activity 10

 

1. What is a Training Needs Analysis (TNA)? (50 words)

Activity 11

• 1

Your organisation has agreed to deliver the human resources services:

Service 1: Provide advice on complaint handling and conflict resolution

Proposed delivery of service: Initial meetings with managers and employees. Presentations and training sessions.

Indicator that service has been properly delivered: Analysis of quarterly employee surveys shows that in 20XX/XX, an average of at least 70% of employees considered that complaints are handled appropriately and conflicts are properly resolved.

Service 2: Provide advice on reducing harassment and discrimination

Proposed delivery of service: Initial meetings with managers and employees. Presentations and training sessions.

Indicator that service has been properly delivered: Twenty percent reduction in complaints relating to harassment and discrimination in 20XX.

Service 3: Provide advice on the use of flexible working arrangements

Proposed delivery of service: Initial meetings with managers and employees. Presentations and training sessions.

Indicator that service has been properly delivered: Five percent of employees utilising flexible working arrangements by July 20XX.

Service 4: Review equal opportunity policies

Proposed delivery of service: Collection and review of policies.

Indicator that service has been properly delivered: All policies to be reviewed and recommendations made by July 20XX.

Service 5: Deliver programs intended to promote diversity in the workplace

Proposed delivery of service: Initial meetings with managers and employees. Programs including:

• Pathways for Women
• Employees as Carers
• Dignity and Disability
• Understanding Cultural Differences

Indicator that service has been properly delivered: An increase in the participation of women in the workforce to at least 35% by July 20XX. All buildings to be accessible by wheelchair by July 20XX. Complaints about discrimination due to religion reduced by 50% in 20XX/XX. At least 10% of employees who identify themselves as carers utilising flexible work arrangements.

 

1. Identify five sources of information that needs to be gathered to allow you to monitor whether or not each service has been properly delivered. (100 words)
2. Prepare a document, which could be used to help you monitor whether the human resources services have been delivered to the appropriate standard. The document could be in the form of a detailed checklist but should contain provision for all relevant information to be included. (2pages)
4. In one concise sentence, explain what quality assurance standards are. (30words)

 

Activity 13

• 1

You are the HR manager of an organisation that uses an external agency to deliver training modules to employees.

You are concerned that the agency is underperforming. They are not complying with the service agreement governing the delivery of the HR services. You decide to take remedial action.

What action might you take? Provide at least five examples. (50 words)

Activity 14

• 1

Explain the difference between qualitative and quantitative information that might be gathered to evaluate the organisation’s human resources service delivery. (150– Words)

2

You have been asked to evaluate the organisation’s health and safety services. What type of information would you gather and where would you gather it? (100– Words)

Activity 15

• 1

You are a HR manager of a large organisation. Your department provides HR services to internal and external clients. You have decided to survey the department’s clients to determine their satisfaction levels of the service being provided to them.

Undertake your own research to locate information about:

• 1. Client satisfaction surveys.
  2. Service usage surveys.
  3. One other type of survey, which could be used.

Describe each type of survey in one or two sentences. Provide two examples of questions used in each type of survey. (100 words)

• 2

Critically examine this statement:

The biggest problem with surveying clients to determine their level of satisfaction with the delivery of HR services is the difficulty in obtaining responses. Yet there is nothing, which can be done to increase the response rate.

Do you agree? Explain. (200 words)

 

 

 

Activity 16

• 1

Explain each of these analytical methods in one paragraph: (100 words)

• 1. The audit method.
  2. The analytical method.
  3. The budget method.
  4. The ratio method.
  5. The balanced scorecard.

• 2 Which analytical method would you use? Why? (20 words)

Activity 17

 

1

 

What are the benefits of encouraging line managers’ participation and involvement when variations are proposed? Provide at least 10 examples. (100 words)

 

Summative assessment 1

 

1. Identify five key pieces of legislation that apply to managing human resources. Provide five examples of what the key provisions of industrial legislation relate to. (100 words)
2. Summarise the seven elements that are found in a well-written code of conduct. (150 words)
3. Explain how human resource strategies and planning services relate to operational plans, particularly in relation to labour requirements. (250– words)
4. Describe the problems with performance that might be identified when managing contracts. Identify two possible root causes of performance problems. (150– words)
5. Explain how feedback can be used to modify the delivery of human resources services. Provide at least 10 examples. (100 words)

Summative assessment 2

Project 1

 

You are a HR manager for a bank. You have been asked to manage the development and delivery of HR services in one area. Complete the tasks using information gathered from your own research and knowledge you have obtained during your study.

Outline your ideas in a report to submit to your trainer/ assessor via negotiated method.

1. Choose either the delivery of HR client services or recruitment services. Provide a description of your chosen service area, including a list of services which can be delivered in that area and the aims or purpose of your chosen service area. (200– words)
2. Explain how the bank’s strategic and operational plans would be used to develop and manage human resources services. (150– words)
3. Explain how what is happening in the external business environment might affect the development and management of human resources services. (100 words)
4. Explain how you would manage diversity.(50 words)
5. Develop a client needs assessment form, which could be distributed to line managers to identify their needs in your chosen HR service area. ( 1 page)
6. Describe the requirements of legislation which applies in your chosen area and explain how you can ensure those requirements are met. (150– words)
7. Develop a service agreement for the delivery of human resources services in your chosen area. ( 1 page)
8. Develop an action plan/ strategic plan that could be used to implement HR services in your chosen area. ( 1 page )
9. Develop a set of quality assurance standards that might be used to monitor the delivery of human resources services. What would you do if it were determined that quality standards were not being met? ( 1 page )
10. Explain how you would calculate the ROI of providing human resource services. (150– words)
11. Create a written survey that could be used to collect feedback from clients about their satisfaction with the services in your chosen area. (Use business technology if possible. If not, explain how business technology could have helped to make the process more efficient and how it could have assisted in the information management and planning process.) Explain how you would use this feedback. ( 1 page )
12. Describe the ethical obligations relating to your chosen service area, which HR managers should observe. ( 100 words)

There are four sections in this exam, with four questions each .You are required to answer only one question in each section. Be sure to include as much information as possible to support your answer. Each answer should be 3-5 paragraphs in length. Be sure to cite your sources.

Choose one:

 

1. Compare and contrast racial conflict in the South and the West.

   How successful were business people in overcoming the problems that confronted them in the last third of the nineteenth century?

   3. How did some urban housing reforms of the late nineteenth century eventually add to urban blight?

   4. Why was it so difficult to resolve such issues as the spoils system, the tariff, and bimetallism, which consumed congressional energies in the late nineteenth century?

Choose one:

1. Evaluate the strengths and weaknesses of progressivism.

   In what ways were mobilization and the effort, in World War I, a fulfillment of the progressive legacy? In what ways did the war deny the basic tenets of progressivism?

   3. How did popular culture—whether in the form of best-selling novels, games, films, or radio programs—reflect and respond to the ravages of the Great Depression?

   4. Compare and contrast the Depression experiences of Mexican- and African-Americans. In your opinion, which group fared better?

 

Choose one:

 

1. Describe the major war aims of the Allied Powers.

   How did the war change the attitudes of women and minorities toward their status in American society?

   3. Many historians feel that Harry Truman as much as Joe McCarthy gave force to the postwar “Red Scare.” Explain why you agree or disagree.

   4. Compare the quality of life in the suburbs with the quality of life either on farms or in cities.

 

Choose one:

 

1. Compare the achievements and shortcomings of President Lyndon Johnson’s Great Society with Franklin Roosevelt’s New Deal.

   2. Defend or attack the use of civil disobedience as a strategy in the civil rights movement, using Martin Luther King’s early career as an example of the technique.

   3. Both Indians and Hispanics were hardly “monolithic” ethnic groups in American life. Explain how that led to a variety of responses to the activist currents of the 1960s and 1970s, among both Hispanics and Indians.

   4. Describe the Supreme Court’s decision in Roe v. Wade; then defend or criticize it.