SITXMGT001 Monitor work operations Assessment Questions

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:
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:

workplace issues

industrial or legislative issues that affect short-term work organisation appropriate to the industry sector:
relationship of relevant industrial awards to hours and conditions of work o ensuring systems and procedures meet work health and safety requirements

Place/Location where assessment will be conducted

DC Class Room

Resource Requirements

Pen, Paper or computer.

Refer to the Assessment conditions attached to the Futura Group Mapping Document located in the teacher support tools folder or the “Assessment Conditions” for this unit in the current SIT Training Package

Instructions for assessment including WHS requirements

You are required to address all questions to achieve competence.

If more space is required for any answer you may attach a separate page containing your ID number, name unit title, unit code and the assessment task number and attach this page with the current assessment task before submission or alternatively use the back of each paper with a clear reference to the relevant question(s).

Ensure you check your work and keep a copy before submitting.

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.

You are encouraged to clarify any tasks, requirements or questions you may have with your trainer.

Assessment 1: Written Test 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.

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?

Question 4

List 3 ways to identify quality problems with your service.

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.

Question 6

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

Question 7

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

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?

Question 9

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

Question 10

List 3 business benefits of having an efficient and effective workflow?

Question 12

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

Question 13

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

Question 14

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?

Question 15

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

Question 16

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

Question 18

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

Question 19

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

Question 20

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

Question 21

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

Question 22

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?

Question 23

Considering the previous scenario.

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

Question 26

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

Question 27

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

Assessment Guidelines

What will be assessed

The purpose of this assessment is to assess your ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies:
delays and time difficulties
difficult customer service situations
equipment breakdown or technical failure o financial resources
staffing levels and skill profiles
rostering requirements

Place/Location where assessment will be conducted

DC Class Room and DC Training Kitchen

Resource Requirements

For this assessment, the following organisational documents and templates must be made available by the trainer:

document HR manual template (attached)
performance reports
rosters
staff reports

Instructions for assessment including WHS requirements

The assessment for this unit of competency consists of 4 case studies.

Read each case study and complete the questions and tasks for each as instructed.

You are required to answer all questions and tasks as outlined in each Case study below.

Ensure you check your work and keep a copy before submitting.

You are encouraged to clarify any tasks, requirements or questions you may have with your trainer.

Assessment 2: Case Study Your task:

Read the following case studies and address each question and/or task for each case study.

Case Study 1

The partners who own Green Tour Excursions where you work as Duty Manager have decided to reappraise the operations of the Fraser Island Tours which operates 5 vehicles and drivers who also take on the role as tour guides.

The partners say there are too many potential legal issues and complaints from customers and as a result the bottom line of the business is suffering. They say the average turnover has decreased by 15 % and custom likely will be lost to other operators although comparative tours have the same cost for this day tour. The itinerary which was in place for the current 1 day island wilderness trip included:

Central Station including Wanggoolba Creek boardwalk
Lake McKenzie – a swim in crystal clear waters and pristine white sands.
Seventy-Five Mile Beach
Eli Creek – swim or float in the clear waters
Maheno Shipwreck - take a photo stop at the rusting wreck of the Maheno washed ashore during an out-of-season cyclone in 1935
The Pinnacles Coloured Sands – learn of the Butchulla legends surrounding them.

Inclusions:

National Park Fess

Morning Tea at a picnic ground

Picnic Lunch

Transfers from Hervey Bay Accommodation to ferry return.

The main issues which have been identified by the partners of Green Tour Excursions for the particular tour included:

On 3 out 10 tours the 4-wheel drive tourist vehicle ran out of fuel which resulted in a 1 hour shortfall of the trip on each occasion.
On 2 trips the air conditioning of the vehicle failed.
There were 18 complaints about poor hygiene relating to cups and cutlery used for morning tea and picnic lunch.
12 customers have expressed concerns of being provided with food from eskis and service vessels provided from a plastic container.
3 customers have complained about being served pastries from a card board box which must have been the packaging provided by our supplier.
There were 4 claims from customers who claimed they felt unwell or sick after consuming the BBQ picnic lunch which includes a small steak, sausages, 2 different salads and bread and butter.
There are increasingly complaints from drivers of the vehicles that their days are too long given that they are required to prepare their vehicles post and before each trip which could potentially breach WHS requirements and entitlements.
12 customers have expressed concerns of being provided with food from eskis and service vessels provided from a plastic container.
There were 3 incidences during the past 2 months where customers had close encounters with venomous snakes in the toilet block located the picnic area used for stops.

You are required to investigate these issues and explore provisions to meet all legislative requirements.

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.

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

4. 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 Case Study 2

Elena, the front office clerk has asked you for an urgent appointment to see you. On arrival to the meeting, Elena explains to you that her supervisor in front office frequently makes silent offensive remarks and has stalked her on multiple occasions after work. It also seems that he rosters her for the same shifts when he is rostered on. (The document HR manual template may be referenced for this case study) 1. What appears to be the nature of complaint here?

5. Write a standard operating procedure that can be used to investigate a complaint, including actions for e.g. EEO and sexual harassment matters.

Case Study 3

You are working in the capacity of manager in a trendy inner city boutique hotel, featuring 45 rooms, a gym and wellness area, a 60 seat cafe -bistro, an 80 seat restaurant and seating for 50 customers in the mall.
The food and beverages are in line with using local produce and following trends, however you have noticed that due to the large number of part-time employment of students and, it seems, lack of direction from the departmental supervisors, products and services are always different. Not that there have been any substantial complaints, however beverages are presented differently at different times, food presentation varies and it looks portion sizes are not uniform, and the rooms are made up and arranged differently depending who is in charge and on duty, accordingly.

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.

2. What are the implications for all existing staff as a result and how will you provide for overcoming these?

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