Sitxmgt 001 managing resources PDF

Preview

Summary

safe preparation, handling, and storage of food. Food spoilage bacteria proliferate in the "Danger zone" temperature range from 40 to 140 °F (4 to 60 °C), food therefore should not be stored in this temperature range. Washing of hands and surfaces, especially when handling different meats, and keepi...

Description

Save your work with the filename , answer your assessment questions in this sheet below and upload the assessment once it has been completed.

ASSESSMENT SUBMISSION FORM Complete this form and submit to your assessor for grading. It is recommended that you keep a copy of your assessment and your assessment submission form.

Student Number Student Name Email Course Title Unit Code and Title

APEX 4712 Hitesh [email protected] Certificate IV in commercial cookery SITXMGT001

☐ 1. Unit Knowledge Assessment (UKA) Assessment Task No. / Title ☐ 2. Unit Skills Assessment (USA) Trainer Name DECLARATION

√

I hold a copy of this work which can be produced if the original is lost / damaged.

√

This work is my original work and no part of it has been copied from any other student’s work or from another source except where due acknowledgement is made. No part of this work has been written for me by any other person except where such collaboration has been authorised by the instructor / teacher concerned.

√ √ √ √

I have not previously submitted this work for this or any other course / unit. I give permission for this work to be reproduced, communicated, compared and archived for the purpose of detecting plagiarism. I give permission for a copy of my marked work to be retained by the college for review and comparison, including review by external examiners. I understand that:

√

Plagiarism is the presentation of the work, idea or creation of another person as though it is my/our own. It is a form of cheating and is a very serious academic offence that may lead to exclusion from the college. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data and oral presentations. Plagiarism occurs when the origin of the material used is not appropriately cited. Plagiarism includes the act of assisting or allowing another person to plagiarise or to copy my/our work.

Student Signature I declare that I have read and understood the above declaration. Student ID:APEX 4712

Student Name : Hitesh

Date:06/08/2020

Student Instructions: •

All questions must be answered correctly to be completed satisfactorily.

•

All knowledge assessments are untimed and are conducted as open book (this means student can refer to textbooks or any resources).

•

Student may handwrite/use computers to answer the questions.

•

This assessment task may be completed in a classroom, at home, learning management system (i.e. Moodle), or independent learning environment.

•

You must complete all questions unassisted by the assessor or other personnel but may refer to reference material as needed.

Submission details •

The Assessment Task is due on the date specified by your trainer. Any variations to this arrangement must be approved in writing by your trainer.

•

Fill out the Assessment Submission form to the documents you are submitting to be marked.

•

Please answer each question on a separate page provided and clearly indicate the question number at the top of the page.

•

The Trainer/Assessor may further prompt and question in order to receive answers of appropriate quality or if further clarification is required and to validate authenticity of your submitted work.

QUESTION 1

The process of monitoring work operations is often broken down into six stages. Name 3 of these with a brief description of each.

ANSWER 1 Creation of a common method for calculating target output to create a framework for monitoring day-to-day operational performance Every day, equate the estimate to the actual result Identify what is wrong with the job output and build the framework for tackling the problem

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?

ANSWER 2 Monitoring the performance of the employees for their planned service provisions should be done on a weekly basis. The data and the consistency of the tracking system can be checked much better by doing weekly monitoring.

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?

ANSWER 3 Develop a tracking framework that will help assess and track the workflows implemented such that it is fully consistent with the priorities and objectives of the organisation.

QUESTION 4 List 3 ways to identify quality problems with your service

ANSWER 4

•

SWOT Analysis - Do a swot analysis to assess the power, vulnerability, potential and danger to the company's quality of service.

•

Cause and effect diagram - Carry out this method of research to find out what is the cause of the bad or the quality service issue, and what kind of impact it will have on the company.

•

Customer survey and complaints - Use the survey and the number of customer feedback received by the company about the quality of its operation.

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. ANSWER •

Job rotation

•

Performance evaluation and assessment

•

Personal training

•

Seminar about quality service

QUESTION 6 How can encouraging a culture of open communication and innovative thinking help you improve efficiency and service levels? ANSWER 6 Employees are motivated to discuss the problems they face at work, which will make it easier for their team member to understand and think about how to address those issues. Open contact with other staff will also help the workers express their thoughts and ideas, leading to new and innovative solutions to problems.

QUESTION 7 List 3 ways to identify current and emerging trends in your industry

ANSWER 7

Market research-Market research is the best way to analyse current and future market trends by specifically taking into account customer preferences and their expectations.

QUESTION 8 Sustainability is usually associated with the environment, however it can also refer to the operations of a business. In terms of sustainability considerations for frontline operational management, provide an explanation for each of the following: •

•

•

relationship between operational efficiency and financial sustainability- More comfortable and convenient work system that time doesn't need more people to hire, which means more work or more work costs. ways of minimising waste in an operation or process - Just understand the portion size of the product, and cut it perfectly. Converse with workers and find ways to rising operation social responsibilities of the operation – performance measurement and risk management

QUESTION 9 What is the purpose of having a logical, well defined workflow? ANSWER • • •

To coordinate the team or staff to accomplish the company goals in the right direction. In order to know exactly what work flows, steps should be taken, how long a task will take and who is responsible for the task To evaluate the job process, what exactly went wrong in the process and what should be done to change it

QUESTION 10 List 3 business benefits of having an efficient and effective workflow? ANSWER • • • •

Improved business reputation Improved productivity Profits Improved efficiency in terms of speed

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. ANSWER • • •

Assign the person in which the task will be delegated to Confirm the person's understanding and dedication to the assigned role Evaluate and track progress, and provide advice or assistance when appropriate.

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. ANSWER • • •

Understand the breakdown of company's work structure. Gather the details and data required for making the gantt chart. Create the timelines to ensure each job reaches the right time to complete it entirely and properly.

QUESTION 13 Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3 functions of coaches or mentors. ANSWER 1. As a motivator for the staff to continue their exploration and empower them with the right equipment to help them develop and career 2. As a consultant or mentor to help the workers build career goals and professional interests 3. As a supporter who can give them any kind of advice they like

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

encouraging staff to develop their expertise and awareness improve employee’s motivation doing the performance assessment and appraisal survey

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? ANSWER • •

it could trigger a change in the operations of the company implementing a new workflow might cause a change in job description

QUESTION 16 List 5 aspects of staff behaviour or productivity that you should monitor ANSWER i. ii.

The interpersonal abilities, including communication skills Happy with their existing jobs and standing

iii.

Function inside a team or a company

iv.

Personnel output

v.

Requirement for or acknowledgment

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

lack of moral, enthusiasm and poor commitment to their job employees with trouble interacting with their colleagues or direct boss the consistency of employee’s job is weak Employees continue to miss the deadlines

QUESTON 18

How can simply sharing what you know to staff members improve the performance of the business? ANSWER This would help to improve the overall efficiency of the company by sharing knowledge , experience and data, as staff will be able to function on the same ground and have knowledge / skill / experience, thus making the process smoother and improving the quality of the performance of the employees during working hours.

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. ANSWER • • •

Have a moderator to be in charge of the session Identify the problem and the way it is solved Setting deadlines and time limits for achieving objectives

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

An up to date data staff personal information and data Meeting minutes Financial records of the company

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

Company takes too long to discuss and fix problems Workers do not have the experience and expertise to sell the products to customers Customers rudely handled by workers The company can’t hold its pledge (underperforming poor product)

QUESTION 22

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

 No professional advice or management assistance  Bullying that takes too long to be addressed within the workplace  Some workers lack the skills and expertise for their job  Some workers have low results  Lack of communication between two which could create a

strain within the

organisation or team members

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? ANSWER Clarify the situation politically to the consumer and apologise. If there is a table left at the restaurant, we will quickly lead the client to their seat and offer a free drink. If tables are not left, they serve free drinks while the customer is waiting. Immediately apologise to the customer and test if customers still have empty space for first test-in so that the customer can relax.

QUESTION 24 Considering the previous scenario in question 23, What is a possible long term action you could take to resolve the problem? ANSWER Make a list of appointments so you can share the appointments with other people who work with you. Therefore, if an employee receives a reservation request, the employee is trained to provide specifics on the date of the request and reservation, and double check the customer information. First the hotel management must meet with the reservation staff. The management may provide a better room for the customers to stay after understanding the exact issue, or check with their hotel partner about the room which has the same quality as the hotel. Management may also give the consumer a refund for their hotel reservations.

QUESTION 25

What is the advantage of involving staff in the decision making process? ANSWER Participation in the decision-making process in enhanced organisational relationships allows each employee the ability to express their views and share their experience with others. While this enhances the relationship between manager and employee, it also encourages strong teamwork between employees.

QUESTION 26 When a staff member raises a problem with you, write 2 questions you could use to encourage them to help solve the problem? ANSWER  What do you think is the cause of the problem ?  Which kind of assistance do you think you need to solve the problem?

QUESTION 27 Decisions are made based on certain circumstances. However, circumstances don’t stay constant and change frequently. How often should you review decisions you have made to see if they are still effective? ANSWER Once a week is the perfect time to revisit each decision that has been taken and test whether they are still successful enough to be used for another week or whether adjustments are required. All solutions must be checked at least once a month for correct implementation. Monitoring should allow decisions to be made effectively. Upon tracking phase a follow-up must be carried out. Reading the follow-up all staff must be informed. If further modifications are required then they should be based on the follow-up process.

QUESTION 28

Give an example of industrial awards or conditions in your industry, that may affect how you roster staff in terms of hours and conditions of work, and name a website where you can find information about industrial awards and working conditions. ANSWER The Rostering Best Practice Team (RBPT) is responsible for leading the work plan that reviews, promotes and drives approaches to improve listed procedures across all levels of NSW health workers.

QUESTION 29 Considering legislative issues that affect short-term work organisation in the hospitality industry, how would you ensure systems and procedures meet work health and safety requirements. ANSWER 

Have insurance and worker’s compensation insurance for your employees



Provide and maintain safe machinery and materials



Provide safe work premises



Ensure safe use and handling of goods and substances



Provide a suitable working environment and facilities



Assess workplace layout and provide safe system of work



Assess risks and implement appropriate measures for controlling them

QUESTION 30 List 4 job positions in the hospitality industry, and briefly describe the tasks and requirements of each position. 2 of the positions must be management positions within your sector. ANSWER POSITION •

Supervisor

TASKS AND REQUIREMENTS •

Ensures correct restaurant setup, service standards

• • •

Reception staff Head waiter Food & beverage manager

• • •

Books rooms Manages waiters Oversees bookings, training, budget, orders beverages

QUESTION 31 List 4 principles of time management ANSWER    

The principle of least effort Prioritize task Addition through subtraction Be efficiently effective

USA TASK 1 E- MAIL From: [email protected] To: [email protected] Dear Sara Quinn I Hope you are doing well. With due regards, I would like to ask you for a favour. There is a decline in the revenues in the NGC travel and tourism. I have to determine all the possible causes for the same so I will be required with more information over it from NGC Travel and Tourism about • Staffing arrangement • Incident Reports • Rosters and Schedules • Etc. I will be looking forward for a reply to investigate further and to determine the necessary actions to rectify the issues as well as priority. Warm Regards,

Stanley Evans (Operation Manager at Naja group of College)

TASK 2 OBJECTIVES VS ISSUES Identified Issue Poor Food Hygiene

Complaints about trip delays

Air Condition Failure

Driver Error/ Neglect Ran out of Fuel

Related Organisational Goal

Remedial Action Required

We provide the quality food with the proper packaging or serving hot on table.

• •

We strive to be the travel services’ industry benchmark by offering a full range of fast, reliable, cost-effective and highquality services We provide transportation service so vehicles should convenience to the travellers.

•

Our main aim is to provide a quick service We provide transportation service so vehicles should be in an efficient way to utilised.

• •

• •

• • • • • • • • • •

Investigate the cause Review relevant policy Train relevant staff Monitor employee performance Review relevant policy Train relevant staff Monitor employee performance and adherence Weekly checks of vehicles Report the failures. Train relevant staff Monitor employees. Train relevant staff Monitor employees Inspection daily is required. Needed to be refilled before use. Train relevant staff Monitor employee performance and adherence

PART 3: ROLE PLAY – MEET WITH NGC TRAVEL AND TOURISM STAFF Complaints are the following: • • •

Complaints about trip delays poor food hygiene air condition failure

• • • •

run out of fuel offended by the driver driver error Run out of fuel

Growth in the market: • • • • • •

Provide online booking for flights and accommodation reservation Provide New services and promos Updated media like Website, Facebook and Instagram Provide attraction points for the travelers Provide promotion every month P...