BSBWRT401 Write complex documents

Prévia do material em texto

Learner Assessment Pack
Write complex documents
BSBWRT401
	Student Name
	
	Student ID
	
	Date
	
Record of Assessment
	
Learner Details	Assessor Details
	
Name:
	
Name:
	
Course Code BSB40215
	
Site and Date
	
Unit Code
BSBWRT401
	
Unit Name
Write complex documents
	
Assessment Activity
	
 Satisfactory
	
 Needs More
 Evidence
	
Task 1 – Practical: Report Conveying High Level
Information
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Task 2 – Practical: Report for Centre Managers’ Information
	□
	□
	Task 3 – Practical: PowerPoint Presentation for
Each Centre Team Information
	□
	□
	
Task 4 – Evidence Record
	□
	□
	Assessment Result		
	
The Learner is
	
Competent
Not Yet Competent
	
Assessor Comments
	
	
Details of further evidence required
	
After reassessment the Learner is
	
Competent
Not Yet Competent
	
Assessor Signature:	Date:
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Learner Information
Each Learner Assessment Pack is made up of three parts:
	Assessment Delivery
	Assessment
	Recording
	Learner Information
Steps for Learners
Assessment Agreement
	Tasks
Context
Assessor Feedback
	Record of Assessment
Before you commence your Assessment, ensure that you have good knowledge of the subject, have thoroughly read your Learner Resource, and clearly understand the Assessment requirements and the expectations of the Assessor.
You may be required to demonstrate knowledge and skills which may be difficult for the Assessor to witness. If so, an Evidence Record is supplied which will allow the knowledge or skill to be verified by at least one third party, and preferably two or more. These witnesses would usually be current or recent supervisors or your Assessor.
Explanations are given for each Task. If you have any questions, consult with your
Assessor.
The assessment tasks must be answered using your business, the simulated business.
Records must be kept of all aspects of the Assessment in your Learner Pack.
The record of assessment is a legal document and must be signed, dated, and a copy stored as required by your Registered Training Organization (RTO).
Steps for Learners
1. Receive your Learner Assessment Pack and discuss with your Assessor the expectations of this Assessment. You may also need to supply contact details of one or two work referees who can confirm your skills in the industry. Discuss with your Assessor if you intend to undertake the tasks based using the simulated business, Bounce Fitness.
2. Your Learner Assessment Pack is where you will get the Task information.
Complete the Tasks as instructed, using either the simulated business, Bounce Fitness, and include in the Learner Assessment Pack for your Assessor.
3. After you complete your Assessment, gather and return your evidence documents, as detailed in the Task(s) in the timeframe agreed with your Assessor.
Assessment Agreement
Have you signed off:
Delivery Method
Classroom
Small Group One-on-One Online
Other (please describe)
Assessment Method
Simulated Business X
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the general administration field of work and include access to office equipment and resources.
Assessors must satisfy NVR/AQF assessor requirements.
Office equipment and resources
• Organisational policies and procedures
• Organisational style guides
I confirm that the activities and assessment completed as part of this unit are my own work and comply with all relevant copyright and plagiarism rules. I understand that if there is any doubt of the authenticity of any piece of my assessment I can be orally examined and the signatory of evidence records may be contacted.
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Date
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Tasks
You are required to complete all tasks as instructed.
To be assessed for this competency, you must demonstrate your ability to:
• Plan, draft and finalise complex documents that require review and analysis of a range of information sources
• Use business technology to apply formatting, and incorporate graphics
• Edit the draft text to ensure accuracy and clarity of information, obtain feedback on the draft and revise the draft
• Apply the enterprise style guide/house style.
The following Assessment Tasks must be completed by you to enable you to demonstrate these skills. These must be conducted:
Using the simulated business Bounce Fitness 
The documents you will require if you are using the simulated business Bounce
Fitness can be found on the Bounce Fitness website:
• Procedures tab / Administrative Procedures / Style Guide
You may need to conduct further research.
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BSBWRT401 Write complex documents
NSW Business College, 
38 ,
 college street, Darlinghurst, NSW 2010
www.nswbc.nsw.edu.au
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Case Study
Bounce Fitness is considering being registered with Fitness Australia (www.fitness. org.au) as a Fitness Australia Club Operator Member. This will require meeting the Code of Conduct for the state in which each Centre is located and ensuring that all trainers meet, or immediately undertake training to meet certain standards. Information about the registration can be obtained by going to the Fitness Australia website and clicking on the ‘Registration’ tab at the top of the page. The Fitness Australia Code of Ethics is under the Policies and Guidelines tab.
The minimum educational qualification required by Bounce Fitness for all personal trainers is the Certificate IV in Fitness and all gym instructors and group trainers must hold Certificate III in Fitness to be employed by Bounce Fitness. They must also continue to improve their skills by attaining a minimum of 20 Continuing Education Credits (CEC) every 2 years.
At this point in time, this has not been consistently applied.
In Cairns all hold their Certificate IV in Fitness, while 2 in Brisbane still need to attain this. In Melbourne there is 1 who must earn their Certificate IV in Fitness.
It is intended under the change management initiative that all trainers, once they have completed the Certificate III in Fitness will continue to pursue the required CEC as well as complete the Certificate IV in Fitness and Diploma of Fitness as personal development.
Bounce Fitness will pay for the training fees and other incidentals such as text book requirements and provide one 1 paid hour per week for study leave. Bounce Fitness will also reimburse travel and accommodation for compulsory study attendance sessions. You can get more information on CECs at Fitness Australia website under the Find CECs tab.
It is expected that the change management process will be fairly smooth if adequate measures are taken and the process is well managed. The major resistance will come from the 3 trainers who do not have this qualification and have learned through experience. That is why they do not have it now. They will also not want to participate in the further training initiative.
If the whole standardisation process is not managed carefully, there is a potential for great dissatisfaction and all Centres will not comply with the standardised procedures. This is a major concern for the Executive, hence your employment.
You have been given the job of providing the information for:
• The decision-making of the Board and Executive Team
• The information of the Centre Managers
• The education and information of the Centre teams.
Use the points in the following tasks for guidance to create therequired reports.
Task 1 – Practical: Report Conveying High Level Information
Task 1 requires you to produce a draft and final copy of a report to provide high- level information to enable the Board and Executive Team to decide whether to join this Scheme and a cover letter to introduce the report. This must be produced by you on a computer using one of the following software programs: MS Word, MS Excel, MS Publisher and using the Bounce Fitness Style Guide.
Produce a draft and final copy of a report to provide high-level information to enable the Board and Executive Team to decide whether to join this Scheme and a cover letter to introduce the report. This must be produced by you on a computer using one of the following software programs: MS Word, MS Excel, MS Publisher and using the Bounce Fitness Style Guide.
You will write a report draft and final copy and a cover letter draft and final copy in the reporting style required by Bounce Fitness. The report will be produced on your own paper and the letter must be printed on the Bounce Letterhead.
Using the Style Guide, write up your report and cover letter addressing the following:
• Determine and clarify the purpose of this report.
• Choose an appropriate format.
• Work out what is required and what is the best order – ensuring it is in line with the Style Guide.
• Write up your initial draft of your report.
• Review the completeness of information and organise your material aligning to the Style Guide structure and content.
• Ensure that your information is sorted, easily understood, summarised to make it appropriate for the Board and Executive Team and that you have made a recommendation.
• Include any graphics (if you are using them) and identify gaps in what is required for this report, accessing additional material if necessary.
• Repeat the process with your covering letter to introduce the report and save each with the labels ‘Draft Overview of High Level Document’ and ‘Draft Cover Letter of High Level Document’. Email a copy to your Assessor and print both to include with your Assessment as Evidence.
• Review the draft and ensure the objectives are achieved. Check the grammar, spelling, punctuation and style for accuracy and make any corrections.
• Produce your final report – and cover letter to introduce your report – following the same steps. Save a copy of both documents labelled ‘Final Report of High Level Document’ and ‘Final Cover Letter for High Level Document’. Email a copy as instructed to your Assessor and print both to include with your Assessment as Evidence.
Print and include any documents you use from the Bounce Fitness website and reference any other information for your Assessor.
DRAFT COVER LETTER OF HIGH LEVEL DOCUMENT
To the Board and Executive Team:
As requested, the report provides some requirements that we must follow in order to proceed with the implementation of the project. These requirements are summarized in qualifications that must be followed by employees, in order to comply with the code of conduct for each state where we will be present.
As you will read in the report, everything is based on the legislation in the codes corresponding to our industry. If there is still any doubt, it is very important that it is clarifies for everyone´s understanding. 
FINAL COVER LETTER OF HIGH LEVEL DOCUMENT
To the Board and Executive Team:
The report that we will read next will provide some necessary information for the entire board of directors and executives of our company to be aware of the requirements of the Code of Conduct related to our industry, as well as for each state where our company will be present. By law, our employees must follow certain qualifications necessary to perform such activities, which must be strictly followed in order to be delivered to our customers in the best possible way.
It is very important that doubts are resolved and if not, we need to clarify any point that is not yet clear. The report is based on the legislation in the codes corresponding to the industry and related to each state where we have business.
DRAFT OVERVIEW OF HIGH LEVEL DOCUMENT
This report will provide some ideas for decision making by our board of directors and executives at our company. This is all based on the qualification of our trainers and teachers from each Bounce Fitness unit center.
After searches and surveys by our human resources team we found that our coaches and teachers need training and follow standards for them to be registered in the industry. What I want to present in this report are these requirements so that a decision can be made. Our operation depends on this decision so that we can act in the best way within our industry.
Today some of our employees already follow the rules imposed by the Australian Code of Conduct, but not all of them. That is, it would be necessary to impose some rules and training so that all employees are within what is required by the regulations of the country and each state. Precisely for this reason, our greatest fear is to create a certain resistance by the oldest employees who do not have certification, were hired and are maintained in our company due to the vast experience they have in the work area. 
To facilitate understanding, I will summarize the required standards below:
- Minimum education qualifications for all personal trainers is the Certificate IV in Fitness
- All gym instructors and group trainers must hold Certificate III in Fitness
- They must continue to improve their skills by attaining a minimum of 20 CEC (Continuing Education Credits) every 2 years
After summarizing the main information and presented to you, we need a decision to be made thinking about the complete implementation of this standardization, since it can generate some discontent from possible 3 employees who today do not meet the requirements.
FINAL REPORT OF HIGH LEVEL DOCUMENT
This report aims to present some bases for decision making by our team of directors and executives on the subject related to the qualification of our employees, more specifically our teachers and coaches who work at Bounce Fitness.
After several searches and surveys by our human resources team together with the marketing of our company, it was found that according to the Code of Conduct that governs our industry, our coaches and teachers need training and follow standards for them to be registered in the industry and can act immediately in our company. What I want to present to you in this report are these requirements so that a decision can be made whether it will be fully implemented or not. Our operation depends on this decision so that we can act in the best way within our industry.
It is important to note that today some of our employees already follow the standards imposed by the Australian Code of Conduct, but not all of them. That is, it would be necessary to impose some rules and training so that all employees are within what is required by the regulations of the country and each state. Precisely for this reason, our greatest fear is to create a certain resistance by the oldest employees who do not have certification, were hired and are maintained in our company due to the vast experience they have in the work area. We understand that this is very appropriate for what we need to deliver to our customers, but that is not exactly what the code of conduct asks us to do.
To facilitate understanding, I will summarize the required standards below:
- Minimum education qualifications for all personal trainers is the Certificate IV in Fitness
- All gym instructors and group trainers must hold Certificate III in Fitness
- They must continue to improve their skills by attaining a minimum of 20 CEC (Continuing Education Credits) every 2 years
Below is a chart so that you can visually monitor how our staff is and their qualifications today:
	LOCATION
	NUMBER
	Cairns
	Qualified
	8
	Not-qualified
	0
	Brisbane
	Qualified
	6
	Not-qualified2
	Melbourne
	Qualified
	9
	Not-qualified
	1
After presenting the information to you, we need a decision to be made thinking about the complete implementation of this standardization, since it can generate some discontent from possible 3 employees who today do not meet the requirements. You who make up the team of Directors and executives of our organization, are those who have autonomy in deciding whether to proceed or not, considering all the other points already presented.
It is also necessary to make it clear that the entire Bounce Fitness team is sensitized and available to contribute to making this standardization process happen in the best possible way, without generating discontent and dissatisfaction with our staff.
Task 2 – Practical: Report for Centre Managers’ Information
Task 2 requires you to produce a draft and final version of a report to provide to the Centre Managers to enable them to understand what the Board and Executive Team are considering in regard to joining this Scheme and to explain the PowerPoint presentation that you will supply for use with their teams. This must be produced by you on a computer using one of the following software programs: MS Word, MS Excel, MS Publisher and using the Bounce Fitness Style Guide. This will be done on your own paper.
This draft and final version of a report is to provide the information to the Centre Managers to enable them to understand what the Board and Executive Team are considering in regard to joining this Scheme. This must be produced by you on a computer using one of the following software programs MS Word, MS Excel, MS Publisher and using the Bounce Fitness Style Guide.
Using the Style Guide, write up your report addressing the following:
• Determine and clarify the purpose of this report.
• Choose an appropriate format.
• Work out what is required and what is the best order – ensuring it is in line with the Style Guide.
• Write up your initial draft or an overview of your report.
• Review and organise your material according to the Style Guide recommendations for structure and content.
• Ensure that your information is sorted, easily understood and summarised to make it appropriate for the Centre Managers.
• Include any graphics if you are using them and identify gaps in what is required for this report and access additional material if necessary.
• Label ‘Draft Overview of Centre Manager Report’ and print to include with your Assessment as Evidence.
• Review the draft and ensure the objectives are achieved. Check the grammar, spelling, punctuation and style for accuracy and make corrections.
• Save a copy of your final report as ‘Final Copy of Centre Manager Report’.
Email a copy to your Assessor and print a copy to include with your Assessment as Evidence.
Print and include any documents you use from the Bounce Fitness website and reference any other information for your Assessor.
DRAFT OVERVIEW OF CENTRE MANAGER REPORT
As we know, some measures related to the code of conduct have been studied by our team of directors and executives of the company, so that they can be properly adopted to the operation of our company. These measures were raised based on the existing code of conduct in Australia and also according to the rules of operation of the industry determined in each region of the country.
The code of conduct lists measures on the training and certification of employees working in this industry. It would then be necessary that our professionals obtain the certification for their position. These standardization measures were presented to our entire board of directors and executives so that in the face of all situations and observations they would define whether these measures would be implemented or not. One of the biggest concerns of our team would be to demotivate some employees.
A presentation was prepared to show the main points that they are taking into account when making the decision to implement the measures. This presentation will be passed on to all managers to facilitate your understanding and so that you can understand the analysis from the point of view of the directors. Many things influence this decision making, so they have not yet reached a final result. So, we decided to share this presentation so that you can follow step by step of these measures and the possibility of implementation.
Our directors and executives have been meeting and doing a thorough analysis of all the points to be considered. Another important concern of our team is that by failing to comply with the rules of the code of conduct, it can generate sanctions for the company and cause fines as well.
FINAL REPORT OF CENTRE MANAGER REPORT
During the last days and weeks, some standardization measures have been studied by our board of directors and executives to verify the possibility and need to implement them in our operation. These measures were raised based on the existing code of conduct in Australia and also according to the rules of operation of the industry determined in each region of the country.
The code of conduct lists measures on the training and certification of employees working in this industry. It would then be necessary, in accordance with these measures, that our trainers and professionals obtain the appropriate certification for their position. These standardization measures were then formally presented to our entire board of directors and executives so that, in the face of all situations and observations, they would define whether these measures would be implemented or not. One of the biggest concerns of our team would be to demotivate some employees and make them unhappy with such measures, since not all staff members were already properly qualified, according to the new standards.
Our directors and executives have been meeting and doing a thorough analysis of all the points to be considered. One of the factors of analysis is that most of the employees were already properly qualified according to the standards, only three employees would need to be available to qualify. These employees could then have the full support so that they can acquire such certification and continue to compose the staff of Bounce Fitness. Another important concern of our team is that by failing to comply with the rules of the code of conduct, it can generate sanctions for the company and cause fines as well.
A presentation was prepared to show you managers some of the main points that directors and executives are taking into account when making the decision to implement the measures. This presentation will be passed on to all centre managers in order to facilitate your understanding and so that you can understand the analysis from the point of view of the directors. Many things influence this decision making, so they have not yet reached a final result. For this reason, we decided to share this presentation so that you can follow step by step the analysis of these measures and the possibility of implementation.
Task 3 – Practical: PowerPoint Presentation for Each Centre Team Information
Task 3 requires you to produce a draft and final version of a PowerPoint presentation to provide to the Centre Managers to use with their team so the teams understand what the Board and Executive Team are considering in regard to joining this Scheme.
This must be produced by you on a computer using MS PowerPoint and using the Bounce Fitness Style Guide. You will produce the PowerPoint presentation using the Bounce Fitness PowerPoint template (Bounce Fitness website under the Documents tab in the Administrative folder) and in the style required by Bounce Fitness Style Guide. The slides must be printed on your own white paper.
Using the Style Guide, develop your presentation addressing the following:
• Determine and clarify the purpose of this presentation.
• Choose an appropriate format.
• Work out what is requiredand what is the best order – ensuring it is in line with the Style Guide.
• Write up your initial draft or an overview of your presentation.
• Review and organise your material according to the Style Guide structure and content.
• Ensure that your information is sorted, easily understood, summarised to make it appropriate for the Centre Teams.
• Include any graphics if you are using them and identify gaps in what is required for this presentation and access additional material if necessary.
• Save a copy as ‘Draft Overview of Centre Team Presentation’ and print a copy of the slides to include with your Assessment as Evidence.
• Review the draft and ensure the objectives are achieved. Check the grammar, spelling, punctuation and style for accuracy. Make corrections.
• Save a copy of your final presentation as ‘Overview of Centre Team Presentation’. Email a copy to your Assessor and print to include with your Assessment as Evidence.
Print and include any documents you use from the Bounce Fitness website and reference any other information for your Assessor.
DRAFT OVERVIEW OF CENTRE TEAM PRESENTATION
OVERVIEW OF CENTRE TEAM PRESENTATION
Task 4 – Evidence Record
This form provides verification and evidence that Learner has demonstrated the skills and applies the knowledge required to plan documents, draft text, prepare final text and produce documents of some complexity.
It applies to individuals who work in a range of business environments and are skilled in the creation of reports, information and general promotion documents that are more complex than basic correspondence, memos or forms and that require review and analysis of a range of information sources.
The Assessor will observe aspects of this by the Learner as much as possible. 
	
Element 1 – Plan Documents
	
Satisfactory
	
Not
Satisfactory
	Is the Learner able to effectively determine the purposes of documents?
	
	
	Is the Learner able to effectively choose appropriate formats for documents?
	
	
	
Is the Learner able to effectively establish means of communication?
	
	
	Is the Learner able to effectively determine requirements of documents?
	
	
	Is the Learner able to effectively determine categories and logical sequences of data, information and knowledge to achieve document objectives?
	
	
	Is the Learner able to effectively develop overview of structure and content of documents?
	
	
	
Element 2 – Draft Text
	
Satisfactory
	
Not
Satisfactory
	Is the Learner able to effectively review and organise available data, information and knowledge according to proposed structure and content?
	
	
	Is the Learner able to effectively ensure data, information and knowledge is aggregated, interpreted and summarised to prepare text that satisfies document purposes and objectives?
	
	
	
Is the Learner able to effectively include graphics as appropriate?
	
	
	Is the Learner able to effectively identify gaps in required data and information, and collect additional material from relevant enterprise personnel?
	
	
	Is the Learner able to effectively draft text according to document requirements and genre?
	
	
	Is the Learner able to effectively use language appropriate to the audience?
	
	
Task 4 – Evidence Record (continued)
	
Element 3 – Prepare Final Text
	
Satisfactory
	
Not
Satisfactory
	Is the Learner able to effectively review draft text to ensure document objectives are achieved and requirements are met?
	
	
	Is the Learner able to effectively check grammar, spelling and style for accuracy and punctuation?
	
	
	Is the Learner able to effectively ensure draft text is approved by relevant enterprise personnel?
	
	
	
Is the Learner able to effectively incorporate revisions in final copy?
	
	
	
Element 4 – Produce Document
	
Satisfactory
	
Not
Satisfactory
	Is the Learner able to choose basic design elements for documents appropriate to audience and purpose?
	
	
	Is the Learner able to effectively use word processing software to apply basic design elements to text?
	
	
	Is the Learner able to effectively check documents to ensure all requirements are met?
	
	
	
Performance Evidence
	
Satisfactory
	
Not
Satisfactory
	Is the Learner able to effectively plan, draft and finalise complex documents that require review and analysis of a range of information sources?
	
	
	Is the Learner able to effectively use business technology to apply formatting, and incorporate graphics?
	
	
	Is the Learner able to effectively edit the draft text to ensure accuracy and clarity of information, obtain feedback on the draft and revise the draft?
	
	
	Is the Learner able to effectively apply the enterprise style guide/
house style?
	
	
	
Knowledge Evidence
	
Satisfactory
	
Not
Satisfactory
	Is the Learner able to effectively identify the enterprise style guide/
house style?
	
	
	Is the Learner able to effectively outline formatting styles and their impact on formatting, readability and appearance of documents?
	
	
	Is the Learner able to effectively explain rules and conventions for written English, as defined by general and specialist sources?
	
	
Task 4 – Evidence Record (continued)
I 
[Name of Assessor]	
verify that I consider the details ticked satisfactory / not satisfactory above to be, in my opinion, a true, fair and honest reflection of the consistent performance of the Learner named in relation to the performance criteria as noted in the table.
Signature of Assessor: Date: 
Any other comments:
Thank you for supporting this Learner!
Record of Assessment
	
Learner Details	Assessor Details
	
Name
	
Name
	
Course Code
	
Site and Date
	
Unit Code
BSBWRT401
	
Unit Name
Write Complex Documents
	
Performance Criteria Mapping
	
Assessment Activity
	
PC Mapping
	
Satisfactory
	
Needs More
Evidence
	
Task 1 – Practical: Report Conveying High Level
Information
	1.1, 1.2, 1.3, 1.4,
1.5, 1.6
2.1, 2.2, 2.3, 2.4,
2.5, 2.6
3.1, 3.2, 3.3, 3.4
4.1, 4.2, 4.3
	□
	□
	
Task 2 – Practical: Report for Centre Managers’ Information
	1.1, 1.2, 1.3, 1.4,
1.5, 1.6
2.1, 2.2, 2.3, 2.4,
2.5, 2.6
3.1, 3.2, 3.3, 3.4
4.1, 4.2, 4.3
	□
	□
	
Task 3 – Practical: PowerPoint Presentation for
Each Centre Team Information
	1.1, 1.2, 1.3, 1.4,
1.5, 1.6
2.1, 2.2, 2.3, 2.4,
2.5, 2.6
3.1, 3.2, 3.3, 3.4
4.1, 4.2, 4.3
	□
	□
	
Task 4 – Evidence Record
	1.1, 1.2, 1.3, 1.4,
1.5, 1.6
2.1, 2.2, 2.3, 2.4,
2.5, 2.6
3.1, 3.2, 3.3, 3.4
4.1, 4.2, 4.3
	□
	□
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Bounce Fitness
Objective:
• The purpose of this presentation is to show you what the main points 
that our board and executive team are analyzing for decision making.
Measures analyzed:
• Qualification: Certificate IV in Fitness
• Attaining a minimum of 20 CEC (Continuing Education Credits) every 2 
years
Our current staff and qualifications:
• Cairns: Qualified 8; Not-qualified 0
• Brisbane: Qualified 6; Not-qualified 2
• Melborune: Qualified: 9; Not-qualified: 1
Positive points:
• Comply with the standardization measures imposed by the 
Australian Code of Conduct
• Have a more qualified and trained staff
Negative points:
• Cause team discontent and great dissatisfaction
• Resistance from some trainers who have not the qualifications
Bounce Fitness
Centre Teams - Code of Conduct
Objective:
• The purpose of this presentation is to show you what the main points 
that our board and executive team are analyzing for decision making.
Measures analyzed for possible implementation:
• Minimum educational qualification: Certificate IV in Fitness
• All gym instructors and group trainers must hold Certificate IV in 
Fitness
• Attaininga minimum of 20 CEC (Continuing Education Credits) every 2 
years
Our current staff and their qualifications:
LOCATION NUMBER
CAIRNS
Qualified 8
Not-qualified 0
BRISBANE
Qualified 6
Not-qualified 2
MELBOURNE
Qualified 9
Not-qualified 1
Positive points to the Scheme:
• Comply with the standardization measures imposed by the Australian 
Code of Conduct
• Have a more qualified and trained staff
• Offer a higher quality and more complete service to our customers
Negative points to the Scheme:
• Cause team discontent and great dissatisfaction
• Unexpected financial investment to help qualify employees
• Changing company procedures and standards
• Resistance from some trainers who have not the qualifications