Defining the complex issue






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.














Student name:
Business this assessment is based on:
Documentation reviewed as preparation:
Job role:
Numeric/Financial data:



  Section 1: Defining the complex issue


Provide business overview

Provide an overview of the business, including:

name of business

description of what the business does (e.g. key functions, vision)

your job role within the business (or the role you’re assuming if you are basing this assessment on the case study).

Outline complex issue

Describe the complex issue associated with the business, including:

a brief outline of the issue

who the stakeholders are and how they are associated with the issue

analysis and presentation of numeric and financial data illustrating the complex issue (attach to this section of the portfolio)

two objectives when pursuing solutions

three advantages of solving the issue.

three risks involved in pursuing solutions.

Legislative and organisational requirements

Establish the legislative and organisational requirements related to the complex issue, including:

a summary of the relevant legislation

a summary of the associated organisational policies and procedures

Attach any relevant policies to your portfolio.

Calculate resources

Calculate the resources required for the solution development process

Prepare presentation

Use the work done in this section to prepare a presentation of scope of your issue to present to relevant stakeholders.

Use any appropriate format (e.g. MS PowerPoint).

Attach the presentation to your portfolio.

Attach: Organisational policies and procedures



Financial analysis and presentation

  Section 2: Systematic decision-making


Generate alternative solutions for your issue

Summarise the outcomes of your meeting with the stakeholder, including:

an outline of two critical thinking techniques used to generate solution alternatives with other stakeholders (attach proof e.g. mind map to this section of your portfolio)

List of four to six alternative solutions.

Evaluate alternative solutions

Evaluate each identified solution to establish their feasibility. Include:

success criteria


evaluation of each alternative against the criteria and constraints

List of all feasible options

Compare feasible solutions

Use one appropriate tool/technique to compare all feasible alternatives with one another. Include:

a description of the tool or technique used

proof of your comparison (e.g. table, financial analysis etc)

an assessment of bias in your decision-making (actual or perceived)

Choose the best solution for your complex issue

Choose the best alternative and explain:

Why did you choose it?

How does it meet the legislation and organisational policy requirements?

Are there any risks associated with your solution?

What are the advantages of the chosen solution?

Resources required

Prepare a brief

Use the work done in this section to prepare a brief to share your proposed solution with key stakeholders (use “Brief outline” template if applicable).

Attach the organisation policies that guide brief writing to this section of the portfolio.

Attach: Brief

Feedback register

Organisational policies – brief

  Section 3: Decision review


Develop a feedback register

Develop a feedback register to record feedback from stakeholders.

Attach the organisation policies that guide recording of feedback.

Incorporate feedback

Use the feedback from your meeting with stakeholders to refine your project brief.

Attach the refined brief and completed feedback register to this section of your portfolio.

Seek approval

Use an appropriate format to seek approval to implement your proposed solution (e.g. draft an email, complete an application form ready to be lodged etc.)

Attach proof to this section of your portfolio.

Self-evaluate your performance

Perform a self-evaluation:

Complete the self-evaluation checklist (add as an attachment).

List your strengths and weaknesses.

Identify areas needing improvement.

Attach the completed self-evaluation (Self-Evaluation checklist) to this section of your portfolio.

Attach: Self-evaluation checklist

Refined brief

Completed feedback register and related organisational policies

Proof to seek approval