SITXMGT004 SITXMGT001 Monitor work operations

SITXMGT004 SITXMGT001 Monitor work operations

Student Assessment Tasks
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Introduction
The assessment tasks for SITXMGT001 Monitor work options are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your

Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Gamma Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.

Assessment for this unit

SITXMGT001 Monitor work options describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems. For you to be assessed as competent, you must successfully complete three assessment tasks:

You must correctly answer all questions.

Read the case study, answer the questions and complete performance review based on the case study information This assessment requires you to plan and organise workflow for a team operation or activity, monitor and respond to issues and complete organisational reports.

Please refer to your Learner Portal for feedback on your Assessment.

Assessment plan

Assessment Task - Overview
1. Knowledge questions - You must correctly answer all questions.
2. Case study - Read the case study, answer the questions and complete performance review based on the case study information
3. Project - This assessment requires you to plan and organise workflow for a team operation or activity, monitor and respond to issues and complete organisational reports
Student Assessment Agreement
Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.

If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit?*

YesNo
Have you read the assessment requirements for this unit?*

YesNo
Do you agree to the way in which you are being assessed?*

YesNo
Do you have any specific needs that should be considered? If so, explain these in the space below.

YesNo
Do you understand your rights to re-assessment?*

YesNo
Do you understand your right to appeal the decisions made in an assessment?*

YesNo
SITXMGT001 Monitor work operations

Assessment Task 1: Knowledge questions

Submit: Answers to all questions

Section 1: monitor and improve workplace operations
Assessment Task 1: Knowledge questions
Section 1: monitor and improve workplace operations
Q1: What does monitoring performance involve? List three things*
2. Quality assurance takes a company wide approach. Briefly discuss what this includes.*
Q3: List at least two ways you could meet the following aspects of quality customer service. Quality culture
Quality culture*
Quality systems and processes*
Quality service*
Quality product*
Quality monitoring*
Quality relationships*
Value for money*
Q4: Name the six steps in the monitoring process and briefly describe them. Step 1: Establish what needs monitoring
Step 1: Establish what needs monitoring*
Step 2:*
Step 3*
Step 4*
Step 5*
Step 6*
Q5: Identify three ways how you can involve staff in the continuous improvement process?*
Q6: List and discuss three ways you can be innovative to improve customer service.*
Q7: It is important to be aware of emerging industry trends and assess their relevance to your business. What are two sources where you can gather information and keep up with trends? Briefly describe why they are useful.*
Q8: List two industry trends not related to sustainability and briefly explain how each one can impact a business's operations.*
Q9: You are a frontline manager. What techniques or processes can you use in your area of responsibility to support the financial sustainability of the business? List 6.*
Q10: How can you, as a frontline manager, contribute to social sustainability in your day to day operations? List five ways*
Q11: When you are a frontline manager, time management is an important skill. Describe three strategies you can use to better manage your time.*
Q12: As part of your duty of care as manager you need to help staff manage their own time. Why is this an important responsibility?*
Section 2: plan and organise workflow
Q13: Briefly describe the three steps involved in assessing employee workloads. Step 1: Calculate productivity
Step 1: Calculate productivity*
Step 2: Calculate employees*
Step 3: Predict demand*
Q14: List three examples of productivity and service rates that can be used by organisations to assess workloads.*
Q15: Why is delegation an important skill for managers? Suggest at three reasons*
Q16: List five common barriers to effective delegation.*
Q17: For feedback to be effective, it should be specific, timely and constructive. Explain each of these concepts.
Specific*
Timely*
Constructive*
Q18: When providing coaching to employees, how do you check your instructions are clear? Suggest two ways*
Q19: Describe three formal (specific quantitative) methods you can use to monitor and assess workflow against agreed objectives.*
Q20: What sort of information might you need to provide management about your staffing needs?*
Section 3: monitor and support team members
Q21: Describe how you can provide feedback, corrective action and support to employees during coaching.*
Q22: List the five steps involved in demonstrating a task to a trainee.*
Q23: Suggest four simple ground rules for effective communication that can you use to share information, knowledge and experiences with individuals and your team.*
Q24: How can the team help you challenge and test new ideas?*
Q25: As a frontline manager, why is it important to keep workplace records?*
Q26: What type of workplace records could you be required to keep? Identify five.*
Section 4: solve problems and make decisions
Q27: List four common workplace problems you might have to deal with as a frontline manager.*
Q28: Briefly explain each of the five steps you could take to resolve a complex problem. Step 1: Define the problem
Step 1: Define the problem*
Step 2: Generate alternatives*
Step 3: Evaluate and select alternatives*
Step 4: Implement solutions*
Step 5: Follow up and evaluate results*
Q29: Why is it important to define a problem and determine its root cause?*
Q30: What tools or strategies can you use to define a problem and determine its root cause? List two.*
Q31: Discuss two examples of false logic that can lead to poor decision making.*
Q32: Describe how you could conduct a brainstorming session to encourage your team members to contribute ideas and participate in the problem solving.*
Q33: If you want your team to support a decision, what decision making process would you use? Choose from the following: voting, consensus and unilateral decisions. Explain your answer.*
Q34: List two things you should do to ensure a solution is successfully implemented.*
Q35: Explain why it is important to follow up and evaluate results after implementing a solution to a problem.*
Assessment Task 1 Cover Sheet

Student Declaration
To be filled out and submitted with assessment responses*

I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded withI understand that if I am found to have plagiarised, cheated or colluded, action will be taken against meI have correctly referenced all resources and reference texts throughout these assessment tasks.
Assessment Task 2. Case Study
Please read the following case study, answer the questions in short answer format and fill out the performance review.

Case study

Morrison is one of Olivia's supervisors. All the supervisors have a number of similar KPIs, including Morrison.
- 90% customer satisfaction rate at every event based on email feedback results
- Maximum deviation of 10% from agreed event timelines.
- Staff labour costs within 10% of labour budget for each event.
Here are the labour cost results for the last five events Morrison has supervised since Olivia started to reduce her workload by no longer attending all events and checking all staff time cards.
Olivia held a performance review meeting with Morrison about his performance. Here is a summary of the meeting.
- Morrison has been employed with the company for six months. It's his first job supervising events. Prior to starting with Boutique Events, he was employed in a large hotel managing a restaurant.
- Most cost overruns are associated with service staff, not kitchen.
- Olivia attended part or all of the events that were slightly under budget.
- Morrison feels certain service staff take longer to complete assigned duties on purpose so they will be paid for additional hours.
- He finds they do not listen to him when he requests them to complete tasks faster and deliberately slow down when requested to improve performance.
- Other members of the team have approached him during events; they wish to go home when their assigned tasks are done and do not want to have to remain until all duties are finished. They feel they are regularly completing extra duties due to other staff members underperforming.
- The conference labour costs were over budget as the client's guest speakers ran over their allocated time periods. The conference dinner finished one and a half hours late on the first day and the workshops one hour late on the second. Olivia is aware of these issues as Morrison informed her when they occurred.
- Morrison has suggested introducing a system for capping hours for each event and notifying all staff. He thinks it might reduce the incentive to perform slower.
- He also suggests the business undertake a productivity review to calculate average time it takes to complete a range of common tasks to make it easier to evaluate if staff are deliberately underperforming.
- Olivia shared customer feedback which indicated 95% of customers were satisfied with events Morrison has supervised.
Question. 1. Based on the results, is Morrison meeting his KPIs? Briefly explain*
Question. 2. Based on Olivia's duties and your response to question 4 (duties that cannot be delegated) in Task 1, is managing Morrison's performance one of Olivia's responsibilities? Explain why/why not.*
Question. 3. Complete the below report based on Morrison's KPIs, performance results and the information gained in the performance review meeting.
Employee name*
Employee ID*
Position*
Department*
Performance discussed with*
Date of discussion*

MonthDayYear
Date
Reason for review*
Performance period from*
to*
Instructions: Reflect on the employee's performance over the whole performance period. Refer to supporting notes and evidence collected over this time. Check the appropriate rating for each performance area. Indicate "N/A' if not applicable.
Job-related skills: The extent to which the team member is competent in the practical/technical skills required to perform on the job.
Interpersonal skills: The extent to which the team member willingly cooperates and demonstrates effective communication skills when interacting with internal and external customers.
Organisational skills: The extent to which the team member organises and produces work in a timely manner.
Problem-solving and continuous improvement skills: The extent to which the team member proposes new ideas, finds new and better ways of doing things and uses appropriate problem-solving skills
Assessment Task 2 Cover Sheet

Student Declaration
To be filled out and submitted with assessment responses*

I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other studentsI understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.I have correctly referenced all resources and reference texts throughout these assessment tasks.
Assessment Task 3 . Project
This assessment requires you to plan and organise workflow for a team operation or activity, monitor and respond to issues and complete organisational reports. You are required to answer all the questions.
Process map information
• A process map is a visual representation of the sequence of steps or tasks followed when completing an activity or process.
• It can be drawn as a flowchart, using flowchart symbols to represent each task.
• A process map can be hand-drawn or prepared using an appropriate computer software program.
• A process map should commence with the first activities or tasks to be completed and visually display all activities/tasks in sequence for your selected area.
• It should indicate who is responsible for completing tasks. Use job or team titles, for example, waiter, kitchen team, events security staff, tour guide, front office team, registration clerk.
• Your process map should follow the organisation’s current steps and procedures for
completing all activities/tasks, for example, all steps in the delivery of service to customers in a restaurant, to undertake a stocktake for a department or coordinate the ‘bump-in’ for a trade expo.
• The process map can be one continuous chart or broken down into key stages in the overall operational activity.
Process map example
Here are examples of two formats for a process map. Customer Journey:
Flowchart symbols
• Basic flowchart symbols are used to aid clarity when preparing a flowchart. Here is a list of basic
flowchart symbols, their title and the information they represent in a flowchart.
• Alternatively, use your internet search engine to research symbols, their meanings and examples.
Question.1.
You have been tasked to setup and run a client event that runs from 12noon to 3pm. You
have the following parameters to work with:
The function room contains 10 tables of 8, and 8 tables of 4, plus 100 chairs. 3 long tables
are also available for hot water urn, Bain-Marie and food displays, and need to be ready one
hour before guests arrive. It will take 2 people one hour to rearrange and setup tables, or 4
people half an hour. Half an hour is needed after table setup before guests arrive.
The event will run for 3 hours and requires 3 drinks waiters, 4 food servers, and yourself
(Grade 3, full-time) as supervisor. Food servers will be responsible to direct attendees to the
food display area when food is available and clear plates as needed. One of the food servers
will also be tasked to manage the food display area where the 3 courses will be placed and at
45 minute intervals. All speaker equipment will be the responsibility of the client although they
may need occasional support throughout the event. They intend to arrive 30 minutes before
the other guests. Three staff will be required to cleanup for an hour afterwards.
Casual and part-time staff, who are all food and beverage attendants, grade 2, are available.
Their details are as follows.
1. Jenni: part-time, guaranteed ten hours per week
2. Don: casual, works only to 1pm before going to college
3. Lily: casual, works any shifts
4. Pania: casual, doesn’t work before 12noon due to religious and family commitments
5. Hong: casual, works any shifts
6. Dragi: casual, can’t work after 2pm as has a personal appointment to attend
7. Rosie: part-time, guaranteed ten hours per week
8. Tina: casual, works any shifts
9. Ronny: casual, sometimes unreliable, although good with electronics

Minimum wages
The rates from the Hospitality Industry Award are updated periodically. For this reason, base your responses on the rates provided for you. This may be different to the actual Hospitality Industry Award rates current at the time of assessment.
Event Process Map

Download this from the learner portal
Work in pairs to create an event process map. and attach on he bottom of the page

Use this information to now create a Run Sheet using the following template.
Run Sheet

Download this from the learner portal
Use this information to create a roster planning schedule
Event Roster Planning Schedule
Question and Answer
The following questions may be answered verbally with your assessor or you may write down your answers. Please discuss this with your assessor before you commence. Short Answers are required which is approximately 4 typed lines = 50 words, or 5 lines of handwritten text.
Your assessor will take down dot points as a minimum if you choose to answer them verbally
Question.2. Which contingencies listed were considered when developing your workflow plan?*

Delays and time difficultiesDifficult customer service situationsEquipment breakdown or technical failureFinancial resourcesStaffing levels and skill profileRostering requirementsStaff performanceProcedural requirementsProduct development and marketing
Question.3. Describe how these contingencies influenced your planning process.*
Question. 4. Describe what factors determined how you allocated tasks and responsibilities to team members.*
Question.5 Describe how you assessed workloads for individual members of your team.*
Question. 6. What quality standards, or organisational, departmental, work area or team goals does this workflow plan aim to support or achieve?*
Question.7. How does this workflow plan support or achieve these organisational goals or quality standards?*
Question. 8. What industrial or legislative issues influenced how you developed your plan, and timing and allocation of responsibilities? Consider requirements of industrial awards and work health and safety requirements when responding.*
Question.9 Based on your answers in the above scenario, what contingencies would you have put in place if both of the following occurred:• Lily called in sick two hours before commencement of her shift• The clients’ electronic equipment was not working and after half an hour of them trying to solve the issue you had to send one of your staff to retrieve and setup the organisations’ own equipment. This took an extra half an hour.*
Question. 10. You overheard Tina swearing at a client request during service, which several other clients also overheard. Discuss several actions you would take in this situation.*
Assessment Task 3 Cover Sheet

Student Declaration
to be filled out and submitted with assessment responses*

I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s) I have correctly referenced all resources and reference texts throughout these assessment tasks.I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.I have correctly referenced all resources and reference texts throughout these assessment tasks.
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Assessment Summary Sheet

Student Declaration
I declare that:*

The Trainer/assessor advised me of the date and time of the assessmentThe Trainer /assessor explained appropriate evidence required to complete assessmentThe Trainer/assessor explained the purpose and the consequence of assessmentI was provided with any special needs required relating to the assessment processThe Trainer/assessor explained my rights regarding the appeals processThis assignment is my own work and that I have correctly acknowledged the work of othersThis assignment is in accordance with Gamma Education & Training guidance on good academic conduct (and how to avoid plagiarism and other assessment irregularities)
Student Signature*

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SITXMGT004 SITXMGT001 Monitor work operations

Introduction

Student Assessment Agreement

Assessment Task 1: Knowledge questions

Section 1: monitor and improve workplace operations

Section 2: plan and organise workflow

Section 3: monitor and support team members

Section 4: solve problems and make decisions

Assessment Task 1 Cover Sheet

Assessment Task 2. Case Study

Assessment Task 2 Cover Sheet

Assessment Task 3 . Project

Event Process Map

Run Sheet

Event Roster Planning Schedule

Assessment Task 3 Cover Sheet

Assessment Summary Sheet