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ASSIGNMENT 1

Question 1:

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

1. Identification of the performance objective by use of criteria like Key Performance

Indicators.
2. Compare the daily actual performance with that identified in performance measurement
criteria above.
3. Identify any challenges that may have caused the variations from the targeted
performance and propose ways to curb them.

This methods can be grouped into planning, organizing and staffing.

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?

Monitoring should be done at least once per week. This will enable early identification of any
challenge or problem and it can be solved before it is too late.

Question 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?

With the workflow established, a monitoring algorithm should also be determined to enable in
evaluating the organization goals that were set initially.

Question 4

List 3 ways to identify quality problems with your service.

1. Use of the SWOT (Strength, Weaknesses, Opportunity, and Threats) analysis. This
framework will enable to establish any notable present and future strengths,

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weaknesses, opportunities, and threats that are as a result of the system. Necessary
interventions can be planned for accordingly.
2. The main objective of offering services is to satisfy the needs of the clients. To identify
any quality problems in service delivery, the service provider can survey the target
clients to get their views, complains and suggestions on the service quality.
3. Another simple technique to identify the quality of service is by considering the causes
and impacts of the service delivery operations. This will assist in identifying any misfits
in the system.

Question 5

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

1. Staffing needs by creating a good working environment motivates the staff in delivering
their best in their respective duties. This effort is combined to ensure quality service
delivery. Therefore, environmental sustainability is very important.
2. Task Prioritization also enables in identifying the key operational activities that affect
other subsequent activities in the same line of production.
3. Group decision making and goal-setting create awareness among the staff to know their
individual goals and how they can integrate them to achieve the main business
objective.
4. Monitoring social sustainability.

Question 6

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

Open communication and innovative thinking improve a positive attitude on employees. It

prepares the staff to support one another through sharing information and resources within and
between all levels. Employees can also challenge positively, the way things are done in an
attempt to improve them. In this scenario, each worker can give his or her idea of improving
the efficiency of service delivery.

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Question 7

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

1. Encourage the staff to bring on board new ideas on processes, products, and general
business operations. Acknowledge and appreciating employees who contribute to new
ideas aimed at improving the business.
2. Investing in research in the industry in identifying such emerging trends through the
internet. This involves getting customer feedback and comparative study with other
similar businesses.
3. Participating in seminars and exhibitions.
4. Reading relevant materials like magazines and newspapers.

Question 8

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

1. Social sustainability. The business should consider long term provision of goods and or
services to the customers. The present supply should be able to be such that similar or
even better services can be rendered in the future. This can also be achieved by
involving the community in inventions and innovations.
2. Economical Sustainability. The business should consider future effects on the regional
economy due to its operations. Other ways to achieve this is through reduction in waste
generation.

Question 9

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

The main purpose of a logical workflow is to ensure quality service delivery at the optimum
input conditions. It helps in eliminating unnecessary redundant activities while improving
communication and staff support towards achieving the main goal.

Question 10

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

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1. Time management in the execution of processes.

2. Production optimization by ensuring quality at a reasonable cost.
3. It facilitates identification of the workload, allocation, and delegation of duties without
forgetting even minor duties.

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. Identify a person with the necessary skills to delegate the tasks. The person should know
the abilities of the staff from which he will assign the task.
2. Confirm the present workload of employees and select one with little or no workload.
Confirm that the person assigned understands what is expected clearly.
3. Also, ascertain that the person assigned is willing and committed to the task.

Question 12

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

1. Timeline: The start and end of the project and project working days and time should be
known.
2. Resources to assign individual tasks.
3. Dependencies and constraints of tasks.

Question 13

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

1. To share skills and knowledge on a one-on-one medium. The mentor serves as a

teacher.
2. To provide feedback to the staff so that they can plan for their workload more
effectively. He guides on actions to be undertaken.

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3. To assist the staffs who have performance problems to improve their performance. He
organizes events and activities.
4. To assist the staff to understand the urgency of activities and what to be done before
the other.
5. 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. Constructive criticism of employees and suggesting better ways of dealing with issues
or tasks.
2. Leading as a role model for others to imitate.
3. Consider the performance of staff rather than the personality.

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. Reduction of performance if the new workflow system is complex to be well mastered

by the staff.
2. Improved performance if the new system favors the staff, it's easier to work in and
creates efficient communication among the staff.

Question 16

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

1. The performance and quality of services.

2. Health and safety of the staff.
3. Staff and customer satisfactory levels.
4. The staff skills, training and learning.
5. Teamwork.

Question 17

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

1. Wastage of resources like time.

2. Absenteeism among the staff.
3. Lack of teamwork and support.
4. Reduction in productivity.

Question 18

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

Sharing of information keeps all the staff equally informed and knowledgeable of the business
operation. This improves the operation and dealing with issues in the business.

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. Considering all opinions without disregarding them.

2. It can be made effective by focusing on the idea rather than on the person giving the idea.

3. By giving everybody a chance to express his or her opinion.

Question 20

List 3 types of administration documents or workplace records you might need to

complete and submit in your industry.

1. Payment records
2. Staff records indicating check-in and check-out time.
3. Performance reports.

Question 21

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

1. Poor staff-customer relationship.

2. Lack of courtesy in conversations.
3. Staffs engaging in ill-intentioned activities.
4. Lack of understanding of the needs of customers.
5. Slow service delivery resulting to complaints from the customers.

Question 22

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

1. Poor communication.

2. Insubordination.

3. Frequent change of goals.

4. Poor remuneration.

5. Failure of machines and equipment.

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?

Acknowledge the mistake and promise not to allow it happen next time. Serve him a cup of coffee
and ask her to wait as you handle the situation and sort him as soon as possible.

Question 24

Considering the previous scenario.

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

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The reason as why the records were not available should be identified and probable measures taken.
Also, ensure efficient record keeping in future. A back up of the records should also be kept.

Question 25

What is the advantage of involving staff in the decision-making process?

1. Improves their morale since they feel a sense of ownership.

2. It brings a sense of teamwork and support.

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.

1. What exactly happened?

2. Who knows what happened?

Question 27

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

This depends on the size of the business. Big businesses tend to review decisions after a short
period unlike small companies which may take some more time since their decisions are few.

Question 28

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

Question 29

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

1. www.digg.com
2. www.fairwork.gov.au

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Question 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)

Position Task and requirements

Management position: Planning and advising the company on

financial matters.
Finance manager
Overall overseer of business cash flow.

Preparing financial reports with assistance by

the junior staff.

Management position Preparation of financial reports.

Management Accountant Preparing monthly journals, invoices and

balancing of receipts.

Receipting clerk Supports accounts team

Receiving and recording receipt and

invoices.

Accounts clerk Preparing necessary requirements for

payable and receivable accounts.

Preparing expenditure and revenue records.

Dealing with issues related to accounts.

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Question 31

List 4 principles of time management.

1. Planning.

2. Prioritization.

3. Delegation.

4. Realistic schedules.

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