Assessment 2 Case Study Your Task Case Study 1

Assessment 2 case study
Your task
Case study 1
Report
In case of the Working hours of the drive well planned roster application where every drive have to
fulfill properly. For achievement service as a quality one we need to enhance expert guide for the trips
and follow to their Suggestion and recommendation to upgrade our service and health safety.
Most of the Customer spent their leisure and pleasure time when they are in holiday .We are
responsible and should highly focus on their safety and health issue when they are in their travel visit
with us. So we must concentrate about the team and condition related to health and safety according to
company policy and legislation.
-For the upkeep of clean the Vehicle have expert tour guide to deligate different task and activities
related to tour. So driver get more time to look after the cleanness of the Vehicle In case of the
mention toilets, cups and cutlery, plates ,containers, cardboard ,BBQ there is some heathen issue .expert
tour guide and manager have to make plan and policy to solve the problem.
As per our capacity of budgeting to bring some innovation change and advancement in our service .So
we must consider high degree satisfaction abilities such as
-Ability to provide customer quality service within budget as better as we can in right ways .
-put in head all health and safety regulations as per government for planning each and every program
like such
work safety is another Following as per WHS format of government related with.
In my opinion the new tour guide should understand about our service and package . we must offer
our new guide a complement package of our trip. As a guide they must show some attributes as well as
some leadership quality.And finally this experience it must be recorded as reference for future we do
not want any health and safety issue in our travel. So the new staff in our company should have proper
training about health and safety.
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1. Describe how you would monitor the work hours of the driver/tour guide and the efficiency
involved in those hours – this would also mean you need to identify relevant problems
associated with adjusting staff levels to attain the requested improvement
WHS is our main priority due to the drivers feel the working hour are long and that they need
to prepare the vehicles before and after shiftwork finish. To improve and change dimension and
health and personal hygiene of our drivers we need to implement timely monitoring and make
them self focued on it .
Derived problem was Timing/working hours , fuel wastage or other commodities misuse
Appointing 2 new supervisor level staffs to implement reporting and feedback system and place.
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
assurance can be given so that customers will not be affected and indicate the time frame
involved in your changes
 Having refrigrator facility

 Change menu to low risk items such as snacks instead of morning tea
 Single use individual wrapped packaging
 Staff must be trained for food handling
 Negotiate a deal or contract with a local restaurant in the island
 Making sure of proper dish washing
 Vehicles should go periodic maintenance to be implement check list of trip
3. list the measures taken to ensure functional clean vehicles and prevention of hygiene issues.
 Implementing proper vehicles maintenance
 Pre and post checklist should done in every tour by drivers / Guiders
 Employee a cheap contract cleaner after every trip
 Provide drivers basic food safety training
4. In your new plan, you must show the delegation process that will be involved. Will you need
new job specifications to be written? If yes so how many?
 Communicating new processor to the management and staff
 Develop a new guide for drivers
 Write a checklist( before and after every tour)
 Provide drivers with a radio for assistance if needed
 Having a stand by assistance driver
5. 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.
 Appropriate hygiene study and education plan should be specify
 For food preparation team
 We can practice short meeting and study of actual spots, drivers, management, customer previous
experience and feedback, paper work a week before the action take place by such incident we can prevent
before it occur.
 That means new four guidelines, professional tour knowledge about every spot should be there.
 In terms of budgeting, basically all of above falls under same program we just need to concentrate and
study previous appropriate planning before a week as possible to reduce such kind of issues. While
financial budgeting it cost less and we focus on expensive plan and organ zing well staffing and proper task
division
Case study 2
1. What appears to be the nature of complaint here?

She reported
 Makes silent offensive remarks
 Stalked her on multiple occasions after work
 Roster her for the same shifts when her supervisor is rosterd on
 Overall incident done by her supervisor at work place
It appears to be sexual harassment which is unusual persons conduct which makes a person feel
offended, humiliated and /or intimidated where that reaction is reasonable in the circumstances.
The legal reference for sexual harassment in the federal sex discrimination act show certain elements
 Unwelcome behavior
 It must be such that a reasonable person would anticipate in the circumstances that the person
who harassed would be offended, humiliated
2. Which procedure should be followed to receive a complaint like the one from Elena?
 nvestigation of the allegations
 application of the principles of procedural fairness
 making a finding as to whether the harassment occurred
 submitting a report with a recommended course of action to the appropriate
 decision-maker (senior management)
 implementation of an appropriate outcome.
 the complaint involves serious allegations of misconduct and informal
 resolution could compromise the rights of the parties
 the complaint is against a more senior member of staff
 the person alleging sexual harassment also alleges victimisation
 the allegations are denied, the person who claims to have been harassed
 wishes to proceed and investigation is required to substantiate the
 complaint
 the person alleging sexual harassment wishes to make a formal complaint.
 f there is a dispute over facts, statements from any witnesses and other
 relevant evidence are gathered
 relevant allegations made during the investigation are made known to both
 the complainant and alleged harasser, with an opportunity to respond
 a finding is made as to whether the complaint has substance
 a written report documenting the investigation process, the evidence, the
 finding and a recommended outcome/s is submitted to the decision-maker
 the decision-maker implements the recommended outcome/s or decides on an
 alternative course of action.
Source: https://www.humanrights.gov.au/our-work/chapter-7-complaint-procedures-
effectively-preventing-and-responding-sexual-harassment#7_2
3. Write a standard operating procedure that can be used to investigate a complaint, including
actions for e.g EEO and sexual harassment matters.
 Decide whether to investigate. ...
 Take immediate action, if necessary. ...
 Choose an investigator. ...
 Plan the investigation. ...
 Conduct interviews. ...
 Gather documents and other evidence. ...
 Evaluate the evidence. ...
 Take action
4. Which legal responsibilities do have in your capacity as a manager in this instance?
 conveys the message that the organisation takes sexual harassment seriously
 can prevent escalation of a case and maintain positive workplace
 relationships
 ensures that complaints are dealt with consistently and in a timely
 manner
 reduces the likelihood of external agency involvement which can be time consuming,
costly and damaging to public image
 alerts an organisation to patterns of unacceptable conduct and
 highlights the need for prevention strategies in particular areas
 reduces the risk of an employer being held liable under the Sex
 Discrimination Act and other anti-discrimination laws
 can help to minimise the harm suffered by the person harassed
 reduces the risk of the employer being held to have treated the
 alleged harasser unfairly, such as in an unfair dismissal claim.
Case study 3
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.
 Set Goals Effectively
Goals are the basis of an effective performance management process. There are two key
elements to consider when developing goals. First, are goals written clearly and
objectively Second, are they directly contributing to the achievement of business
strategy. Typically, the process begins with departmental managers setting goals for their
departments, based upon organization-wide goals, which support the general business
strategy. Making departmental goals accessible to all managers ensures there is no
overlap, reduces conflict, and allows members of different departments to see where
they support each other and ensure they are not working at cross purposes. Each
manager in turn shares the overall goals with his/her department and meets with
employees to identify individual performance goals and plans.When setting goals, key
job expectations and responsibilities should act as the main guide and reference. Goals
should be set that not only address what is expected, but also how it will be achieved.
 Begin with Performance Planning
Using established goals as a basis, performance planning sets the stage for the year by
communicating objectives, and setting an actionable plan to guide the employee to
successfully achieve goals.
Performance planning, as with all other steps, is a collaborative process between the
manager and employee, although there will always be some elements that are non-
negotiable. Begin with the job description and identify major job expectations;
expectations then can be clarified for each major area.
Under each key contribution area, it is important to identify long-term and short-term
goals, along with an action plan around how they will be achieved. Goals can be
weighted to identify priorities. Discuss specific details related to how progress against
goals will be evaluated. Next steps include determining any obstacles that would stand in
the way of these goals being achieved. If an obstacle is knowledge, skills or behavior – a
plan should be developed to overcome, i.e. training, mentoring, etc.
 Create an Ongoing Process
Performance management – including goal setting, performance planning, performance
monitoring, feedback and coaching – should be an ongoing and continuous process, not
a once or twice-yearly event. Feedback that is delivered when it is most relevant
enhances learning and provides the opportunity to make any adjustments needed to
meet objectives. The attitude towards ongoing feedback is also crucial. If there is
organizational support for building constructive feedback into the fabric of day-to-day
interactions, then the environment will encourage development and drive goal-directed
performance improvement.
 Document, Document, Document
Note-taking must be consistent and include all significant occurrences, positive or
negative. Documentation is important to support performance decisions, and notes
should be written with the intent to share. In addition to documenting the details of an
occurrence, any subsequent follow up should be detailed.
The performance log is a record that the manager keeps for each employee and is a
record of performance "events." The maintenance of a performance log serves a
number of purposes. The manager can record successes or performance that requires
improvement. When it comes time to complete the appraisal, the manager has a
historical record of events and will not have to rely on recent memory. In addition, this
documentation can be used to support performance decisions or ratings. But it also can
be used as a reminder for the manager – if the log has no recordings for a period of
time, perhaps it is time to check in. If an employee does exceptionally well, or meets
deadlines consistently
 Prepare and Train Your Managers
Managing the performance of another individual is not an easy task and requires many
skills. Training may be required to ensure managers feel adequately prepared to
effectively complete all the tasks related to performance management. This is especially
the case for newly promoted supervisors. Managers need to understand human
behavior, how to motivate, how to develop, provide coaching and deal with conflict. To a
great extent, managers must be observers and able to assess a situation, provide
motivation and identify problems that interfere with performance. In addition, managers
must understand that individuals at different levels of comfort, ability and experience
with their jobs will require different levels of input, support and supervision. A manager
who feels adequately prepared to provide and receive feedback, deliver a performance
evaluation and conduct a performance evaluation meeting will be a major contributor to
a successfully functioning process.
 Encourage Full Participation and Success
Another element that contributes to success is upper-level management support. This
support needs to take not only the form of verbal support, but also through participation
in the same performance management process for evaluations. In addition, consider the
current culture of your organization when it comes to performance appraisals and
performance management. Is the atmosphere supportive of an effective process? Is
there a culture of open, honest communication – or are employees fearful when they
make a mistake? Employees must be able to honestly discuss performance and consider
how to make improvements in order to move forward.
Another thing to consider is a mechanism to evaluate the process itself, whether it
consists of an annual survey, focus groups, manager feedback, reporting, or a
combination of these and other methods.
2. What are the implications for all existing staff as result and how will you provide for over
coming these?
 Unsatisfactory work performance, that is , a failure to perform the dutie of the position
or to perform them to the srandard required
 Non –compliance with workplace procedure
 Employee doesnot know what is expected because goals and/ or standards or workplace
policies and consequences are not clear
 Employee doesnot appear to understand job requirement or direction
How to over come these

 Use progressive discipline. Focus on helping employees understand that their
performance is not up to standard and help them be aware through regular feedback
and the impact of their performance;
 Keep records, of your informal and formal discussions, to demonstrate your attempts to
improve the situation. Managers should have a performance management system
checklist to refer to;
 Issue appropriate warnings. It may be difficult to prove that an employee is
underperforming if they have been doing the same job for a long time without criticism
or warning, it is important to highlight what is expected of them in all instances;
 Provide opportunities to improve. Keep your employees skills fresh and up to date by
providing appropriate training and support; and
 Assess your management style. Any good manager audits their own performance.
Managers should ask themselves, "Am I managing performance in the right way?" "Am I
able to offer guidance, good communication and a clear understanding of the
implications of non-performance?".
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Assessment 2 case study

 Having refrigrator facility

 For food preparation team

1. What appears to be the nature of complaint here?

How to over come these

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