Monitor Work Ops Student print PDF

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Assessment Tasks and Instructions Date Unit of Competency and Code SITXMGT001 Monitor work operations

Charles Drayton Micheal Ramasamy Student Name Student Number 100269 Trainer/Assessor Assessment for this Unit

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Assessment 1

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Assessment 2

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Statement of Authenticity I acknowledge that I understand the requirements to complete the assessment tasks and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment

Student Signature:

Date:

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Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Assessment Guidelines What will be assessed The purpose of this assessment is to assess your underpinning knowledge to complete the tasks outlined in the elements and performance criteria for this unit of competency and relating to the following aspects: work organisation and planning methods appropriate to the industry sector leadership and management roles and responsibilities in the relevant industry sector operational functions in the relevant industry sector procedures and systems to support work operations: o administration o health and safety o human resources o service standards o technology

o work practices concepts of quality assurance and how it is managed and implemented in the workplace sustainability considerations for frontline operational management: o relationship between operational efficiency and financial sustainability o ways of minimising waste in the relevant work context

o social responsibilities of the operation time management principles and their application to leaders and managers for planning own work and the work of others principles of effective delegation and delegation techniques in a frontline management context: o clear communication of what is required o gaining commitment o no undue interference o regular reporting

o selecting the right person problem-solving and decision making processes and techniques and their application to typical workplace issues industrial or legislative issues that affect short-term work organisation appropriate to the industry sector: o relationship of relevant industrial awards to hours and conditions of work o ensuring systems and procedures meet work health and safety requirements. Instructions for assessment including WHS requirements You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time frames and dates to complete this assessment.

Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you with feedback and the result you have achieved. Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Assessment 1 (Criteria Defining Acceptable performance) All questions must be answered correctly in the first attempt. If any are answered incorrectly, the trainer will assess them verbally. If the student is unable to answer them verbally then it will be deemed “Not Yet Competent” for the assessment. Your task: Answer the following questions. Each question must be completed.

Question 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 to monitor the daily 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.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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 is an appropriate time to monitor the performance of the employees’ expected term of service. By monitoring weekly, it is easier to check the accuracy of the data and monitoring system.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 3 . Once workflows have been established, what should you do to determine whether the workflows you have implemented are in line with achieving organisational 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.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 4 List 3 ways to identify quality problems with your service. 1.

Customer survey and complain. Using the survey and the rate of complain from the customers that the company received about their service quality.

2.

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.

3.

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.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups RTO No. 41428 CRICOS Provider Code 03477E email: [email protected]

171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 5 ‘In house training’ is one example of a process or system which you may need to make adjustments to in order to resolve quality issues. List 4 other processes or systems from your industry. 1.

2.

3.

4.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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 is 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/ blogs/ websites that are 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.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups RTO No. 41428 CRICOS Provider Code 03477E email: [email protected]

171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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? 1.

2.

Performance measurement and reporting.

Risk management strategy (from identifying and solving the risks)

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

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

● To know precisely about the flow of work, steps should be taken, how long a task would take, and who is responsible for the task. ● To be able to analyse 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.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups RTO No. 41428 CRICOS Provider Code 03477E email: [email protected]

171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 10 List 3 business benefits of having an efficient and effective workflow? 1.

Business could identify the problems within the work process and fix it immediately without experiencing any big loss over the problems.

2.

Risk, issues, and problems in the business operation are identified early.

3.

Achieving the business goals of the company within the right timeframe and deadline.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups RTO No. 41428 CRICOS Provider Code 03477E email: [email protected]

171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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. 1.

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

2.

Confirm understanding and commitment from the person about the delegated task. Ensure they agreed to do it to avoid delegating the task back.

3.

Evaluate and monitor the progress and give advice/help when necessary.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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.

1.

Set a due date.

2.

Organize by priorities and chronologically.

3

Keep in mind the time necessary for each task.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 13 Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3 functions of coaches or mentors. 1.

Setting goals

2.

Clarifying and Understanding situations

3.

Building self-knowledge

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 14 ‘Giving credit where credit is due’ is one effective way of providing feedback and guidance to your staff. List 3 other examples. 1.

Focus on outcomes and impartial observations rather than the employee’s personal attribution.

2.

Be sincere and let your emotions indicates the efforts.

3.

Encouraging the staff neither then criticizing their overall performance.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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.

2.

Learning opportunities.

Positive effect on information of work question.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

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

1.

2.

3.

Define and measure task

Clint survey

Quality of work

4.

Clear objectives and goals

5.

Monitor absenteeism

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups RTO No. 41428 CRICOS Provider Code 03477E email: [email protected]

171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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 the business.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected]

171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 19 Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List 3 ways you can make sure your brainstorming sessions are effective. 1.

Choose an appropriate facilitator.

2.

Lay out the context and definition.

3.

Set the agenda and hold the sessions.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 21 List 5 types of customer service related problems from your industry that would require your attention as a supervisor. 1.

2.

About the food menu.

Cleanliness.

3.

Special dietary menu.

4.

Service delay.

5.

Maintaining quality problems,

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 22 List 5 common management problems or issues that you as a supervisor, may deal with on a regular basis. 1.

Misplace records.

2.

Not getting products from suppliers on time.

3.

Rostering.

4.

Conflicts with staff and customers.

5.

Cannot meet the goals.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 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 complain. Emphasize 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 to do is to apologize the customer to reduce the stressful atmosphere and ask him who served his order. Next, try to allocate a suitable table for him to avoid booking cancelation. It is also possible to offer drinks or complimentary as an ideal method of showing sincerity with the apology.

Vanshraj Enterprises P/l Trading As Victorian Academy Of Commerce and Technology Startups

RTO No. 41428 CRICOS Provider Code 03477E email: [email protected] 171 Sydney Road,Coburg-3058 SITXMGT001 Monitor work operations Ver 1.4 Aug 2020

Question 24 Considering the previous scenario. What is a possible long term action you could take to resolve the problem?

● Reporting the complaint. ● Staff training and education. ● Strategies for improvement. ● Promote complain management policy. ● Formally assign a delegate for complaints. Initially, must identify the staff who did the booking and inform the person to learn from it to avoid same situation to happen again. Provide training and explain the steps in taking customer’s order which is necessary for everyone.

Vanshraj Enterprises P/l Trading As Victo...