Canterbury Business College

CRICOS Code – 01899K RTO Code - 6554

ASSESSMENT
Unit description:
Cluster Hospitality 1
Unit Code SITXMGT001
Unit Name Monitor Work operations
Qualification Name SIT40516 - Certificate IV In Commercial Cookery
Training Package Hospitality
Assessment Tool knowledge test / Case study / Report writing

Student must fill this section:

Candidate Name:
Candidate ID:
“I give my permission for my assessment material to be used in the auditing,
Privacy Release Clause: assessment validation & moderation Process”
Plagiarism and
“I acknowledge that entire assessment work is done by me”
Collusion:

Student signature: Date:

Feedback to student:

Assessment Completion Status

Attempt Satisfactory Non-Satisfactory Date Assessor’s Signature

Initial attempt
 
2nd attempt/Re-assessment

 

CBC-SITXMGT001-A-V2018 Page 1 of 8
Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554

Information for Candidate:

• All work is to be entirely of the candidate.

General Information for this assessment:

• Read the instructions for each question very carefully.

• Be sure to PRINT your FULL name & LAST name in every place that is provided.
• Short questions must be answered in the spaces provided.
• For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own work
formatted in double space, Arial 12 pts.
• All activities must be addressed correctly in order to obtain a competence for the unit of competency.
• If the candidate doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.

Re-assessment of Result & Academic Appeal procedures:

If a student at Canterbury Business College is not happy with his/ her results, the student may appeal against their result via a written letter, clearly
stating the grounds of appeal to the MSS / DSS. This should be submitted after completion of the subject and within 14 days of commencement of the
new term.

Re-assessment Process:
• An appeal in writing is made to the ACC / MSS providing reasons for re-assessment /appeal.
• ACC / MSS will delegate another faculty member of CBC to review the assessment.
• The student will be advised of the review result done by another assessor.
• If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge,
the ACC, the MSS and the DSS OR if need be an external assessor.
• The Institute will advise the student of the appeal decision within 14 days from the submission date of the appeal. The decision of the panel
will be deemed to be final.
• If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option
with CBC’s nominated mediation agency.
• Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.

The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These
principles require assessment to be reliable, fair, practical and valid.

Academic Appeals:
• If the student is dissatisfied with the outcome of the assessment marking process, he/she has a right to appeal the assessment results.
• The notice of appeal should be in writing addressed to the MSS / ACC and submitted within seven days of notification of the assessment results.
• If the appeal is not lodged in the specified time, the result will stand as marked.
• In emergency circumstances, such as in cases of serious illness or injury, the student must forward a medical certificate in support of a
deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate.
• The decision of MSS / ACC will be discussed with the DSS and will be final.

For further information please refer to Student Handbook.

“I acknowledge that I have understood all the above rules and guidelines for the assessment

CBC-SITXMGT001-A-V2018 Page 2 of 15
Full Name Signature Date (dd/mm/yyyy)

Submission Details

The Assessment Task is due on the 14 December 2018. Any variations to this
arrangement must be approved in writing by your assessor.

Submit this document with any required evidence attached. See specifications below
for details.

Performance objective

 To provide you with an opportunity to select and use appropriate technology and software
applications to produce required business documents.
 To provide you with an opportunity to select layout and style of publication according to information
and organisational requirements.
 To provide you with an opportunity to ensure document design is consistent with company and/or
client requirements, using basic design principles.
 To provide you with an opportunity to discuss and clarify format and style with person requesting
document/publication.
 To provide you with an opportunity to identify, open and generate files and records according to task
and organisational requirements.
 To provide you with an opportunity to design document to ensure efficient entry of information and
to maximise presentation and appearance of information.
 To provide you with an opportunity to use a range of functions to ensure consistency of design and
layout.
 To provide you with an opportunity to operate input devices within designated requirements.
 To provide you with an opportunity to complete document production within designated timelines
according to organisational requirements.
 To provide you with an opportunity to check document produced to ensure it meets task
requirements for style and layout.
 To provide you with an opportunity to use manuals, training booklets and/or help-desks to
overcome basic difficulties with document design and production.
 To provide you with an opportunity to proofread document for readability, accuracy and consistency
of language, style and layout prior to final output.
 To provide you with an opportunity to name and store document in accordance with organisational
requirements and exit application without data loss/damage.
 To provide you with an opportunity to make any modifications to document to meet requirements.
 To provide you with an opportunity to print and present document according to requirements.
Elements Performance Criteria

Elements describe the essential outcome

Performance criteria describe the
performance needed to demonstrate
achievement of the element.

1..1, 1.2, 1.3,1.4, 1.5,1.6,1.7

1. Monitor and improve workplace
operations.

2. Plan and organise workflow. 2.1,2.2,2.3,2.4,2.5

3. Monitor and support team members. 3.1,3.2,3.3,3.4,3.5

4. Solve problems and make decisions. 4.1,4.2,4.3,4.4,4.5

Learning objectives:

• To provide you with an opportunity to monitor efficiency and service levels through close
contact with day-to-day operations.
• To provide you with an opportunity to ensure workplace operations support overall
organisational goals and quality assurance initiatives.
• To provide you with an opportunity to identify quality problems and issues and make appropriate
adjustments to procedures and systems, with relevant approvals.
• To provide you with an opportunity to proactively consult with colleagues about ways to improve
efficiency and service levels, including potential for new technologies and other innovations.
 • To provide you with an opportunity to provide feedback to colleagues and management to inform
future planning.
• To provide you with an opportunity to identify and take opportunities to evaluate current and
emerging industry trends and practices for relevance to own work situation.
• To provide you with an opportunity to assess and respond to opportunities to improve sustainability
of day-to-day operations.
• To provide you with an opportunity to assess current workloads, and schedule work to maximise
efficiency and customer service quality within budget constraints.
• To provide you with an opportunity to delegate work according to principles of delegation.
• To provide you with an opportunity to assess workflow and progress against agreed objectives and
timelines.
• To provide you with an opportunity to assist colleagues in prioritising workload through supportive
feedback and coaching.
• To provide you with an opportunity to provide timely input to appropriate management regarding
staffing needs.
• To provide you with an opportunity to monitor team and individual performance against agreed goals
and objectives.
• To provide you with an opportunity to proactively share information, knowledge and experiences
with team members.
• To provide you with an opportunity to challenge and test ideas within the team in a positive and
collaborative way.
• To provide you with an opportunity to provide feedback, coaching and support to team members.
• To provide you with an opportunity to complete and submit organisation records as required.
• To provide you with an opportunity to identify and analyse workplace problems from an operational
and customer service perspective
• To provide you with an opportunity to initiate short-term actions to resolve immediate problems
where appropriate and analyse problems for long-term impact, and assess and action potential
solutions in consultation with relevant colleagues.
• To provide you with an opportunity to encourage individual participation for the resolution of
problems raised by team members
• To provide you with an opportunity to take follow-up action to monitor effectiveness of solutions

Activity 1A:
1. Outline three ways in which efficiency is monitored within your organisation.

1. Manual recording systems – This type of monitoring relies upon the team leader and employees to
maintain records of the work that has been completed. Such data might be recorded in paper
based format or via computer databases
2. Visual monitoring – Supervisors and senior managers may take the opportunity to watch employees
complete set tasks. They should be able to gauge the levels of productivity, spot any errors, and
make recommendations for improved performance

3. Video and audio recording – Some companies use recording equipment to monitor workplace
behaviour and discussions. Customer service calls and retail store performance may be monitored in
such ways

2. Identify three aspects of customer service that are monitored by your organisation.
• Customer complaints
• General feedback
• Regularity of mistakes

Activity 1B:
1. Describe the methods that are used within your workplace to ensure that business
operations support the overall organisational goals.

• Customer calls
• Product samples
• System

2. What is quality assurance and how is it ensured within your organisation?

Quality assurance relates to the processes that are carried out within your organisation.
In my organisation this it ensured with quality policy and quality manuals.

Activity 1C:
1.You have been hired by a family owned café business as a hospitality consultant / chef. The café
owner requires you to identify any problems and issues that exist relating to the quality assurance
aspect of the business. You will also need to gain appropriate approvals for the adjustment of any
procedures and systems.

The following tools may be used during this activity:

 Flow charts
 Check sheets
 Cause and effect diagrams

To identify the problems in the café business I should start making a flow charts to identify all details and
steps that have to be taken for the completion of business processes and operations, in this case I could
identify the staff is really stressful because the team of work is not enough for all the work that they
 have to do. With the check sheets the employers making recommendations for resolution of this
problems, this solution its hiring more staff to have a better workplace with less pressure.

Activity 1D:
1. Also briefly discuss how you can organise a meeting for an open consultation about the ways of
improving efficiency and service levels. You should encourage an open discussion and take note of
any methods that are recommended. You should also take the opportunity to discuss the potential
for new technologies and other innovations.

-Enabling employees to make contributions to the development of ideas and business solutions
-Ensuring that staff members are committed to the change process and feel that they are valued by the
organisation
-Allowing the identification of problems and cultural issues which may affect the chances of successful
implementation

These steps should be followed for successful consultation:

-Deciding which issues need to be addressed and who should be consulted
-Deciding on a suitably quiet and private location for group discussions
-Providing guidance and outlining expectations for the employees
-Noting key points for later reference

Innovation may be encouraged in the following ways:

-Encouraging collaboration and discussion between employees
-Openly discussing and considering innovative ideas
-Encouraging and rewarding the contributions of staff members at different levels

Technologies for improved customer service:

-Websites
-Social media
-Email

Activity 1E:
1. Specify five steps that should be followed when giving constructive feedback to your colleagues.

• Think about the issue and how it affects your organisation

• Ensure that the employee has time and find a suitable place to provide the feedback
• Provide details about the issue in a non-confrontational and easily understandable manner
• Clarify understanding and make corrections if necessary
• Come up with a practical and effective solution
2. Identify four rules that should be followed when giving feedback to management.

• Ensure that the feedback is specific and constructive

• Make positive statements and offer recommendations
• Use examples when referring to aspects of behaviour
• Conduct reviews and focus on positive changes that have been made in response to feedback

Activity 1F:

1. Specify five ways of identifying trends and practices that are relevant to your own work situation.

• Customer comments and feedback

• Google trends
• Online product reviews
• Keyword mapping
• Google ranking

2. Identify five methods of critical analysis that may be used for the evaluation of trends.

• Comparing and contrasting

• Reflecting
• Critiquing or challenging
• Considering merit
• Discussing and debating

Activity 1G:
1. As a Chef consultant establish an assessment process to identify the opportunities to improve the
sustainability of a day to day operations within the aforesaid business. You have been provided
with the opportunity to carry out research and take note of the most viable business methods for
sustainability. You can apply the following tools to pursue research.
 Shift report
 Five whys approach
 Value stream mapping

Flowcharts, value streaming, and the five whys approach may be used for the evaluation of sustainability
issues.
There will be a potential for making changes to address the bottlenecks that are identified within your
organisation. It is important to ask the staff members who are involved in such processes whether they are
able to make recommendations for improvement. You may arrange a brainstorming session and take note of
all the ideas and suggestions that are raised.
The organisation may provide training and guidance on the most effective ways of reducing waste.
Employees might be encouraged to change their behaviour and consider the wasteful impact of their
business practices.

Other ways of minimising waste include:

-Turning off lights and equipment when not in use
-Making use of natural resources for heat and lighting
-Re-using and recycling business materials
-Investing in energy efficient machinery and equipment
-Using environmentally friendly transport methods

Activity 2A:
1. Identify the four steps that should be followed during a workload assessment.
• Carrying out observations and inspections
• Meeting with employees to discuss everyday working patterns
• Considering seasonal fluctuations and non-standard work
• Summarising the information and creating graphs as representations of workload

2. Identify four ways of organising work for maximum efficiency.

• Working on one task at a time, rather than attempting to multi-task.

• Accounting for disruptions and disturbances
• Planning at the beginning of every day
• Not putting pressure on yourself to achieve every workplace task in the allotted time

Activity 2B:
1. Specify four reasons for delegating tasks within your
organisation. Learners may give the following reasons for
delegation:
- Drawing upon the skills and knowledge of other team members
- Freeing up time to work on other tasks
- Providing opportunities for professional development
- Preparing employees for promotions

2. Identify four principles of delegation.

• No undue interference
Canterbury Business College
CRICOS Code – 01899K RTO Code - 6554

• Regular reporting
• Selecting the right person.
• Clear communication of what is required

Activity 2C:
1. Identify five ways of assessing workflow and progress against agreed objectives and timelines.
• Workplace observations and discussions
• Product and service checks
• Employee challenges
• External assessment
• Self-assessment

Activity 2D:

1. You have assessed your colleague’s performance, now it is time deliver a supportive feedback in
writing. In your feedyou should focus on key areas of performance and behaviour demonstrated
by your colleague. You should submit the copy of written feedback for thedocumentation record.

My colleague demonstrates a pretty good comportment about how he works, responsible, punctual
and always ready to help anyone in the workplace. This good and exemplar work should be follow for
all the members of this team worker. If he continuous like this, he will receive a promotion soon.
Sometimes he forgets some important details but this it’s because he haves a lot of work and doesn’t
have time to pay attention in every detail.

2. Identify five skills that should be demonstrated when coaching colleagues.

• Respecting beliefs and perceptions

• Acting with empathy
• Actively listening
• Reflecting and clarifying points as necessary
• Asking questions about the modification of behaviour

Activity 2E:

1. Give five reasons for recommending the employment of new staff members.

• Difficulty coping with customer demands

• Introduction of business legislation and new technology
• Unsatisfactory employee performance
• Expected business development and growth
• Retirement or relocation of staff members

CBC-SITXMGT001-A-V2018 Page 10 of
2. Which members of management are you expected to approach regarding the staffing needs of
your Organisation?
Various management personnel may be approached in accordance with the nature of your organisation. If
you work for a large and complicated company then you may be expected to discuss such issues with a head
of department or human resources manager. However, there might be a single manager who assumes
complete authority over staffing in a small organisation.

Activity 3A:

1. How can you address employee concerns about performance monitoring?

Employees should be encouraged to talk about their respective roles, aspirations, and required
organisational resources. Recommend changes in behaviour or further training to limit the risk of costly
mistakes.

2. What are 360 degree assessments and how can they be used for the evaluation of
employee performance?
360-degree assessments may be used for the thorough analysis and evaluation of employee
performance. They provide the opportunity to gather information from multiple sources including
supervisors, colleagues or subordinate workers. Each of these team members will be asked to complete
surveys regarding different aspects of the employee’s performance. Employees should also be
encouraged to reflect on their own performance. A mixture of open questions and performance rating
scales may be included to establish strengths and weaknesses. A follow-up meeting and discussion
should be organised.

3. Identify four rules that should be followed when conducting individual performance evaluations.

• Remaining objective and not discriminating against employees

• Acting in accordance with confidentially protocols
• Holding open discussions, rather than dictations
• Not dominating the conversation or making definite statements about the employee’s performance

Activity 3B:
1. Identify five communication mediums that may be used for the sharing of information within
your organisation.
• Faxes
• Social media
• Newsletters
• Email
• Telephone
2. Specify three reasons for sharing knowledge and experience with team members.
• Providing the opportunity to learn from past successes and failures
• Building positive relationships
• Encouraging reciprocation

Activity 3C:
1.Write an email you your colleagues to arrange a meeting for the discussion of business ideas. You
should involve employees from different departments and attempt to generate a sense of
collaboration. The following method should be used for the challenging and testing of ideas.

 Consideration of pros and cons

I hereby inform the date to discuss new ideas and listen to the opinion of each worker to build a new
environment with the collaboration of ideas from all sectors. Not all ideas will be placed in practice, but all
are very welcome, in this meeting we shall analyse the pros and cons of the ideas announced the A/B test
sera used also to choose the best ideas. Remembering that the collaboration of all workers is of extreme
importance.

Best regards!

Activity 3D:
1. Identify five rules that should be followed when providing feedback about aspects of
employee performance.
 Providing specific feedback
 Ensuring the timely provision of feedback
 Listening to the employees and considering their perspectives
 Carrying out feedback sessions in a quiet and private environment
 Balancing positive with negative feedback

2. Specify five requirements that coaches may be expected to fulfil.

 Providing professional guidance rather than instructions
 Providing encouragement and inspiration
 Supporting and assisting workers on an everyday basis
 Providing feedback regarding employee performance
 Working towards the completion of agreed objectives

Activity 3E:
1. This practical activity will require you to prepare a performance report for a member of your
organisation. You should follow the organisational procedures and ensure that all of the relevant
information is included. It will also be necessary to file the report in accordance with organisational
expectations.
 Employee Performance Report
Employee Name: Raphael de Almeida Lopes

Ratings
Outstanding Exceptional performance in all areas of responsibility. Planned objectives were achieved
well above the established standards and accomplishments were made in unexpected
areas.

Exceeds Consistently exceeds established standards in most areas of responsibility.

All requirements
Expectations
The objectives were achieved above the established standards.
Meets All job requirements were met and planned objectives were accomplished within
Expectations established standards. There were no critical areas where accomplishments were
less than planned.

Needs Performance in one or more critical areas does not meet expectations. Not all planned
Improvement objectives were accomplished within the established standards and some
responsibilities were not completely met.

Does Not Meet Does not meet minimum job requirements. Performance is unacceptable.
Minimum Responsibilities are not being met and important objectives have not been
Standards accomplished. Needs immediate improvement.

Knowledge
Specific to Profession - Technical concepts Rating: Meets Expectations
Employer well educated on the topic and performs
accordingly

Specific to Company - Methods, Procedures and Policies Rating: Exceeds Expectations

After being at this job for many years, employer very
familiar with company.

Quality
Overall accuracy, completeness of assignments and attention Rating: Meets Expectations
to details
During the time the employer is in the kitchen they
complete the assigned tasks with accuracy. We have been
behind a couple times this year, though not fully the
employers fault. A couple more hours on the job could
have exceeded expectations.

Quantity
Efficient use of time, ability to meet deadlines and overall Rating: Meets Expectations
productivity
Always seems to get work done. Does make personal calls
when should be working, but the final product works well.

Communication Skills
Information conveyed in a clear and concise manner, both written and Rating: Outstanding
verbal “One of our best”

Interpersonal Skills
Ability to interact and work with clients, co-workers and manager Rating: Exceeds Expectations
Easy to talk to, and gets results.

Adaptability
Effectively adjust to changes in routines, processes and deadlines Rating: Exceeds Expectations
Adaptability good after the leave of absence by the
employer. Took a little time to get adjusted to employment
again, but was
able to get back on track with the position.

Attendance Rating: Meets Expectations

Occasionally comes in late or leaves early, but works the
full required hours per week. Doesn’t take too many days
off. Some days off for the family.

Activity 4A:

1. As a chef consultant you are required to identify Poor rostering issues caused by inadequate staffing
levels which are leading to poor staff performance and analyse problems which are having an
impact on the operation of your business. You should carry out a root-cause analysis investigate the
issues in accordance with organisational expectations.

To fix this problems with the poor rostering my suggestion its hiring more workers and starting
organising the rooster with organize shifts to be better for the employer and employee.

2. Give five examples of problems which may be encountered in your workplace.

• Delays and time difficulties

• Poor staff performance
• Procedural inadequacies or failures
• Poor rostering
• Difficult customer service situations

Activity 4B:
1. Outline the process of initiating short-term actions for the resolution of immediate problems
within your organisation. Consider the involvement of staff members and identification of
appropriate problem-solving methods.

To resolution of the immediate problems should be follow this steps:

• Planning
• Building the team
• Describing the problem
 • Implementing a short term solution

Implementing a short term solution – if you are confident that you have established the nature
of the problem then it will be necessary to implement a quick fix. This should prevent the issue
from having a continuous negative impact on your business processes and reputation. You are
advised to arrange brainstorming sessions and group discussions for identification of suitable
short-term solutions

2. Identify five methods that may be used for the resolution of problems which may have a long-
term Impact.
• Six sigma
• Five step approach
• Fishbone diagrams
• Five whys
• Failure mode effects analysis

Activity 4C:
1. Identify three advantages of independent problem solving.
• Rapid and focussed resolution of problems
• Accountability and responsibility for actions
• Reduced need for investments of time and money

Activity 4D:
1. Identify four aspects that should be considered when evaluating the effectiveness of solutions.
• Effective use of resources
• Avoidance of side effects and damage to the organisation
• Success within a designated time frame

2. Give three examples of follow up action that may be taken.

• Observation
• Future assessments
• Performance monitoring