Student Name Boduhandi Gayathri Dhanushika De SIlva

Student Number 100148

Unit of Competency/ Code SITXMGT001 Monitor work operations
Trainer/Assessor Rojita

Assessment 1
(1) The process of monitoring work operations is often broken down into six stages. Name 3 of
these.

 Creating a specific method to measure target performance (could be by using Key

Performance Indicators/KPIs) to develop system for monitor the performance of the daily
operation
 Compare the measurement with the actual performance result daily
 Identify what is wrong with the work performance and create the system to encounter the
problem

(2) Monitoring the expected service provisions of your staff is an important part of a frontline
supervisor’s job. How often should this be done?

Once a week (once a week) is an appropriate time to monitor the performance of the employees’
expected terms of service. By monitoring weekly, it is easier to check the accuracy of the data and
monitoring system

(3) Once workflows have been established, what should you do to determine whether the
workflows you have implemented are in line with achieving organizational goals?

Create a monitoring system that would be able to help in evaluating and monitoring the
implemented workflows so that it will always be aligned with the organizational goals and objective

(4) List 3 ways to identify quality problems with your service.

 Customer survey and complain; using the survey and the rate of complain from the
customers that the company received about their service quality
 SWOT analysis: doing a SWOT analysis to identify the strength, weakness, opportunity,
and threat of the company’s service quality. This analysis will help the company to identify
what is lacking and what went wrong with their service quality
 Cause and effect diagram; perform this analysis method in order to find out what is the
cause of the poor or problem in the quality service and what kind of effect it would give to
the business operation
 (5) What are the responsibilities of the following departments in a hotel?

1. Personal training/ coaching/ mentoring

2. Job rotation
3. Seminar about quality service
4. Performance evaluation and assessment (to determine training needs analysis)

(6) How can encouraging a culture of open communication and innovative thinking help you
improve efficiency and service levels?

Employee will be able to talk openly about the problems that they encounter during work, which
will make it easier for their team leader to identify those problems and think of a way to solve it.
Open communication with other colleagues will also help the employees in exchanging ideas and
opinion, which will result in new and innovative ways in solving problems. Problems will be solved
easier and faster

(7) List 3 ways to identify current and emerging trends in your industry.

1. Expand networking; by expanding the size of the network that the company have, it’s
easier for the company to know about the current and emerging trends in their chosen
industry
2. Utilize internet sources; start by subscribing to journal/ blog/ website that’s relevant to
the industry of the company
3. Market research’ doing a market research is the best way in researching for the current
and new trends in the industry, by directly taking the opinion of the customers and
consider their preferences

(8) Sustainability is usually associated with the environment, however it can also refer to the
operations of a business. Other than environment, what are the 2 other areas of operational
sustainability?

 Performance measurement and reporting

 Risk management strategy (from identifying and solving the risks)

(9) What is the purpose of having a logical, well defined workflow?

 To know precisely about the flow of the work, steps should be taken, how long a task would
take, and who is responsible for the task
 To be able to analyze the process of the work, what went wrong in the process, and what
could be done to improve it
 To align the team/employees in the right direction to achieve the business goals
(10) List 3 business benefits of having an efficient and effective workflow?

 Business could identify the problems within the work process and fix it immediately
without experiencing any big loss over the problems
 Risk, issues, and problems in the business operation are identified early
 Achieving the business goals of the company within the right timeframe and deadline

(11) ‘Considering the task to be delegated’ is the first step in the delegation process. List 3 more
steps in delegating work or job tasks to staff.

 Assign the person in which the task will be delegated to

 Confirm understanding and commitment from the person about the delegated task.
Ensure they agreed to do it to avoid delegating the task back
 Evaluate and monitor the progress and give advice/help when necessary

(12) A Gantt chart can help you monitor your workflow progress against timelines to a help
ensure objectives are being met on time. List 3 things you need to do to develop a Gantt
chart.

 Set a due date

 Organize by priorities and chronologically
 Keep in mind the time necessary for each task

(13) Coaching and mentoring staff can help them prioritise their job tasks and workload. Name 3
functions of coaches or mentors.

 Setting goals
 Clarifying/Understanding situations
 Building self-knowledge

(14) ‘Giving credit where credit is due’ is one effective way of providing feedback and guidance
to your staff. List 3 other examples.
  Focus on outcomes and impartial observations rather than the employee’s personal
attribution
 Be sincere and let your emotions indicates the efforts
 Encouraging the staff neither then criticizing their overall performance

(15) You must keep management informed if the workflow you have designed impacts on staff.
What are 2 possible impacts implementing a new workflow may have on staffing
requirements?

1.Learning opportunities
2.Positive effect on information of work Question

(16) List 5 aspects of staff behaviour or productivity that you should monitor.

1.Define and measure task

2.Clint survey
3.Quality of work
4.Clear objectives and goals
5.Monitor absenteeism

(17) What are 4 common signs that there may be some performance problems or issues you
might need to deal with?

1.Goals might not meet

2.Quality work might be poor
3.Difficulties working with boss or co-worker
4.Employees violets company policies

(18) How can simply sharing what you know to staff members improve the performance of the
business?

If we share the ideas and views that we know to each other it will be much easier to improve the
performance of business

(19) Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List
3ways you can make sure your brainstorming sessions are effective.

Brainstorming is method for generating ideas to solve a design problem which involves a group,
under the direction of a facilitator. Way to make brainstorming effective
1.Choose an appropriate facilitator
2.Lay out the context and definition
3.Set the agenda and hold the sessions

(20) List 3 types of administration documents or workplace records you might need to complete
and submit in your industry.

1.Daily Fridge temperature records

2.Daily food delivery and wastage record
3.Daily kitchen report

(21) List 5 types of customer service-related problems from your industry that would require
your attention as a supervisor.

1.About the food menu

2.Cleanliness
3.special dietary menu
4.service delay
5.maintaining quality problems

(22) List 5 common management problems or issues that you as a supervisor, may deal with on a
regular basis.

1.Misplacerecords
2.Not getting products from suppliers on time
3.Rostering
4.Conflicts with staff and customers
5.Cannot met the goals

(23) Consider the following scenario.

A customer arrives to find that you have no record of a booking he claims he made with one
of your staff members several weeks ago.
What is a possible short term action you could take to resolve the problem?

Listen to your customer's complaint. Empathize and apologize for the situation. Offer and execute
a solution. Follow-up and thank your customer for their business. As a manager of the restaurant,
the first thing I must do is say apologize with the customer to reduce the stressful atmosphere and
ask him for the person who took his order. Then I will try to allocate for him and his friend a
suitable available table so that I can avoid his booking does not be cancelled at that time. Maybe
after that offer for his table some drink is the ideal method to alternate for apologize.

(24) Considering the previous scenario.

What is a possible long term action you could take to resolve the problem?

 Reporting on complain
 Staff training and staff education
 Strategies for improvement
 Promote Complain management policy
 Formally assign a delegate for complaints Initially, I must identify who is the person took
his booking then ask the employee to take experience to avoid this situation be
continued. Provide a training and explain about the steps to take the customer order is
necessary not only that employee but also every staff

(25) What is the advantages of involving staff in the decision making process?

 More responsibility
 More time in hand
 Teamwork
 Improves morale
 More inputs

(26) When a staff member raises a problem with you, write 2 questions you could use to
encourage them to help solve the problem.

What challenges are you facing? Where are you stuck?

What is the business doing, or can be doing, to make you more successful?

(27) How often should you review decisions you have made to see if they are still effective?

Perform online surveys and ask customers to answer questions to evaluate the effectiveness of
your decisions. Document workplace data if your decision involves employees, manufacturing, or
processes and systems. Expect complaints from customers and employees. Determine if they do
not like changes in general and eventually will adapt to them or if you have made a mistake that
needs further analysis to resolve. Don't overlook serious feedback that can have a negative impact
on your profits but be open to suggestions and continue the process of decision-making and
implementation until all departments run smoothly.

(28) Give an example of industrial awards or conditions in your industry, that may affect how
you roster staff, etc.

A workplace with a lot of pressure and stress to attending the deadline, can be an example of a
condition in which staff needs to be restructured, sharing work demand and sometimes,
functions.

(29) Name a website could you use as a reference to check the awards and conditions of your
workplace.

Restaurant and catering, HACCP Australia and Australian organization for quality Ltd. Areused for
the purpose to check awards and conditions of the workplace

(30) For your department and your industry, list 4 job positions, and briefly describe the tasks
and requirements of each position. 2 of the positions must be management positions within
your sector (the positions must differ from the examples provided below)

For example:

Position Tasks and Requirements

F&B Manager Oversees bookings, training, budget, orders
beverages
Restaurant Supervisor Ensures correct restaurant setup, service
standards
Head Waiter Looks after sections of the restaurant

MANAGEMENT POSITION 1: TASKS AND REQUIREMENTS:

Process improvement manager improves and maintains efficient and profitable
operations, ensuring quality services and products.

MANAGEMENT POSITION 2: TASKS AND REQUIREMENTS:

Operation Supervisor oversees a production and logistics team that
controls the activities and employee performance,
apply trainings.
MANAGEMENT POSITION 3: TASKS AND REQUIREMENTS:
Factory Leader Lead teams in processes, make reports, program
 machines, interpret orders
MANAGEMENT POSITION 4: TASKS AND REQUIREMENTS:
Operator works on the production line operating machines,
packing products, responsible for manufacturing of
raw materials

(31) List 4 principles of time management.

1. Focus on the biggest opportunity

2.Focus on the goal, not what you want to avoid
3.Planning and efficiency
4.Manage time and deadlines.

Assessment 2
(1) CASE STUDY 01

1. Describe how you would monitor the work hours of the driver/tour guide and the
efficiency involved in those hours – this would also mean you need to identify relevant
problems associated with adjusting staff levels to attain the requested improvement.

First of all, we can use GPS to track drivers, and see how they are going with the work, if it is hard
for them to finish the whole tour, we can hire one more driver for rotation or even can offer a
tour guide to help with them on every vehicle which may cost higher.

2. Show what consultative process was used to allow for procedures and systems (including
rosters new or amended service provisions) to be adjusted. Show that in this area,
quality assurances can be given so that customers will not be affected and indicate the
time frame involved in your changes

We will update our WHS and OHS Policies and use consultative problem-solving skills to create
value for our workers and clients. By taking feedback forms and provide staff with new training
and online feedback. Total time taken regarding training and feedback will be 6 weeks and that
the current service gets improved in that meantime we will use a motivational speaker for the
staff, and extra fuel reserves for the vehicles also hire 3 new helpers to help the drivers during
their end and start of shift.

3. List the measures taken to ensure functional clean vehicles, and prevention of hygiene
issues

 Make a pre-vehicle checklist

 Periodic maintenance issues
 Refill/make sure the fuel is full at the night before tour
 4. In your new plan, you must show the delegation process that will be involved. Will you
need new job specifications to be written? If so, how many?

 Drivers will need to report to producer manager about the guidelines, and communicate
the new procedures
 Delegation includes producer manager, guidelines, and new communication procedures

5. Will training be necessary to accommodate the new jobs if this is the option you
recommend the owners to take? Estimate a budget for retraining should it be necessary

we decide to prepare new job roles to be filled by qualified and experienced personnel’s because
the experienced professionals that they get integrated into their new workplace and they are
quick and efficient. But in case of new qualified recruit we going to provide them with 2 weeks of
paid training followed by 2 weeks work integration program.

6. Describe how day-to-day operations will not be negatively affected with your proposed
changes.

we’re not halting any operations but we are using smart techniques and ideas to integrate with on
going work, using more personnel’s at the workplace and using some modern techniques that will
help staff and secure their trust and furthermore we build more customers satisfaction and their
trust in the company.

(2) CASE STUDY 2

1. What appears to be the nature of complaint here?

we can call it harassment and sexual and mental abuse-oriented complaint. Cause Elena explain to
us that her supervisor in front office frequently makes silent offensive remarks and has stalked her
on multiple incidents after work.

2. Which procedure should be followed to receive a complaint like the one from Elena?

Elena should be using the organizations standards complain procedure. The organization does not
tolerate any such harassment related complains and they going to take it seriously. This procedure
should be formal complaint that be made of the person or in handwritten.
 3. Write a standard operating procedure that can be used to investigate a complaint, including
actions for e.g. EEO and sexual harassment matters.

The SOP’s can be written in many ways, in the case of Elena we need to take privacy and take it
seriously. We need the consent for the steps to achieve our goal, so we can prepare a simple SOP
and use of signatures to abide the team members in consideration.
Purpose:
•Investigate the complaint, cross verify information
•Seek legal advice and use RM.
•Implement and in force legal and internal policies and actions regarding.
•Staff meeting in response to educate.

4. Which legal responsibilities do have in your capacity as a manager in this instance?

As a manager, we should completely understand the Sex Discrimination Act and other anti-
discrimination laws and should develop a written policy that prohibits sexual harassment. Report
the complaint to the EEO officer

(3) CASE STUDY 3

1. Provide a systematic approach for areas you will investigate

Investigation can lead to:

1.Staff mix rostered in the service areas
2.Exact shortfalls issues from the kitchen
3.Rostering
4.Staff duties allocated to individual team members during service

2. Provide solutions for the shortfalls in equipment pointed out to you, given that the new
budget is still 5months away and major expenditure was just completed to finish the
accommodation areas.

1.Only if the investigation proves that equipment issues are the major problem, a budget should
be announced for equipment of preparation methods, menu items, staff training
2.If lack of skill/mix in staff is an evident, the establishment should re-consider on rostering for
adequate skill mix among staff members and associated wage budgets.

3. Which aspects will you investigate in the food and beverage/service areas?

 Quality/freshness of air.
 Temperature of different areas.
  Cleaning.
 Space given for each area and quality of the furniture.

4. Provide details for the staff who will be involved in the process.

Mostly all staff is require participating in training and quality control. But for this instance, we
need to just focus on all kitchen staff because they are the backbone of all operation, we all know
good and tasty food makes business go boom, word of mouth need to be positive kitchen help
staff need to be re train in process cooking. Chef’s need to develop new and updated menu for
time being. In front of-house (F&B) need to be rotated and the periodic schedule will be changed,
sometimes people take it for granted that their behaviour is acceptable therefore we need
rotation of the front staff to improve and minimise any grudge going on between staff and
customers.

(4) CASE STUDY 4

1. Provide suggestions for a system that can be effectively developed and implemented for
each department and explain in detail what this entails for each department. Your approach
must include delegation at the appropriate levels.

Have a meeting with all the supervisor and manager and discuss and set up new policy and
procedure for every department including every products and services. and strictly enforced for
every staff.

HR: We need to hire more full-time staff, reduce the amount of part-time staff in every
department of the hotel. Due to the new management, we should re-interview and observe all
staff, choose those suitable and excellent staffs to stay. Arrange series training class on service for
the staff before putting them on the job position and provide induction for those senior staff.
Establish reward and punishment system.

Food and beverage: For manager should develop a written procedure for the daily or weekly
present of the beverage; chef should compulsory every sous chef or anyone who are cooking
should make the same recipe and make the same food presentation. All cooking process should
be organized and recognized as in a meeting.

Housekeeping: train all the housekeepers to clean and set up the room under the same
procedure. Regular meeting should be held to monitor the progress and discover problems and
solve the problems.

2. What are the implications for all existing staff as a result and how will you provide for
overcoming these?
 Establish Transparency and Effective Communication, As the staffs already been selected
due to the new management, we should encourage these staffs take this as a compliment.
 For all the coming training and strict policies are for the future of the hotel and for being a
good and competitive employee.
 Provide personal counselling when necessary.
 Monitor the implementation, by observing and examining how they are performing, or
through customer’s reviews.
 Establish reward and punishment system to encourage them to study and behave better.