SITXMGT001 Learner Assessment Pack.v3.0

SITXMGT001 Monitor work operations
Learner Assessment Pack

V3 August 2021
CONTENTS
UNIT OVERVIEW.................................................................................................................................4
Unit Description.........................................................................................................................................................4
Assessment Evidence..........................................................................................................................5
Performance Evidence...........................................................................................................................5
Knowledge Evidence..............................................................................................................................6
Assessment Conditions..........................................................................................................................7
AQF Specifications for Assessments.......................................................................................................7
Knowledge.................................................................................................................................................................7
Skills...........................................................................................................................................................................7
Application.................................................................................................................................................................7
ACSF Specifications and Foundation Skills.............................................................................................8
Assessment Requirements.....................................................................................................................8
Submitting Assessments........................................................................................................................8
training resources..................................................................................................................................8
unit Assessment plan.........................................................................................................................9
unit Assessment 1.............................................................................................................................10
unit knowledge assessment (UKA).................................................................................................10
Student to complete and Submit....................................................................................................10
unit Assessment 2.............................................................................................................................15
unit SKILLS assessment (USA)..........................................................................................................15
Student to complete and Submit....................................................................................................15
1. Case Study based project AND SCENARIOS......................................................................................16
required Resources:.............................................................................................................................16
Part 1: Monitor Efficency and Service Levels........................................................................................18
part 2: INVESTIGATE, IDENTIFY AND ANALYSE INFORMATION.............................................................19
part 3: Plan implementation of recommendations and workflow........................................................20
part 4: Training / Information Session.................................................................................................21
part 5: POST-IMPLEMENTATION REVIEW.............................................................................................23
Appendices..........................................................................................................................................24
Appendix 1: Case Study........................................................................................................................25
Vision, Mission and Values..................................................................................................................29
VISION......................................................................................................................................................................29
MISSION...................................................................................................................................................................29
VALUES..................................................................................................................................................29
Appendix 2: Incident Report Register – Sep. 2017................................................................................30
Appendix 3: Incident Report Register – Nov. 2017...............................................................................34
Appendix 4: NGC Weekend day trip Roster..........................................................................................36
Appendix 5: Bus Driver Appraisal.........................................................................................................37
Apex Institute of Education | SITXMGT001 – Learner Assessment Pack V3 August 2021| CRICOS: 03156M Page 2 of 63
Appendix 6: Survey results...................................................................................................................39
Appendix 7: Interviews and feedback from staff members..................................................................41
Appendix 8: Briefing report Template..................................................................................................43
Appendix 9: Objectives Vs Issues Template.........................................................................................44
Appendix 10: Task Prioritising Template.............................................................................................45
Appendix 11: Work Delegation Template............................................................................................47
Appendix12: Training / Information Session Outline Template............................................................48
UNIT OVERVIEW
SITXMGT001 Monitor work operations.
UNIT DESCRIPTION
This unit 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.
The unit applies to all industry sectors, and to individuals operating at a team leading, supervisory or
frontline management level.
ELEMENT PERFORMANCE CRITERIA

Elements describe the Performance criteria describe the performance needed to demonstrate
essential outcomes. achievement of the element.
1.1. Monitor efficiency and service levels through close contact with day-to-day
operations.
1.2. Ensure workplace operations support overall organisational goals and
quality assurance initiatives.
1.3. Identify quality problems and issues and make appropriate adjustments to
procedures and systems, with relevant approvals.
1. Monitor and
1.4. Proactively consult with colleagues about ways to improve efficiency and
improve workplace
service levels, including potential for new technologies and other
operations.
innovations.
1.5. Provide feedback to colleagues and management to inform future planning.
1.6. Identify and take opportunities to evaluate current and emerging industry
trends and practices for relevance to own work situation.
1.7. Assess and respond to opportunities to improve sustainability of day-to-day
operations.
2.1. Assess current workloads, and schedule work to maximise efficiency and
customer service quality within budget constraints.
2.2. Delegate work according to principles of delegation.
2. Plan and organise
2.3. Assess workflow and progress against agreed objectives and timelines.
workflow.
2.4. Assist colleagues in prioritising workload through supportive feedback and
coaching.
2.5. Provide timely input to appropriate management regarding staffing needs.
3.1. Monitor team and individual performance against agreed goals and
objectives.
3.2. Proactively share information, knowledge and experiences with team
3. Monitor and support members.
team members.
3.3. Challenge and test ideas within the team in a positive and collaborative
way.
3.4. Provide feedback, coaching and support to team members.
3.5. Complete and submit organisation records as required.
4.1. Identify and analyse workplace problems from an operational and customer
service perspective.
4.2. Initiate short-term actions to resolve immediate problems where
appropriate.
4. Solve problems and 4.3. Analyse problems for long-term impact, and assess and action potential
make decisions. solutions in consultation with relevant colleagues.
4.4. Where a team member raises a problem, encourage individual participation
in solving it.
4.5. Take follow-up action to monitor effectiveness of solutions.
ASSESSMENT EVIDENCE
PERFORMANCE EVIDENCE
Evidence of the 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:
o delays and time difficulties o difficult

customer service situations o equipment
breakdown or technical failure o financial
resources o staffing levels and skill
profiles o rostering requirements o staff
performance o procedural requirements
o product development and marketing
• monitor and respond to team-based operational and service issues during the above operation or
activity
• complete each of the following organisational records for the above operation or activity:
o performance reports o staff records.
KNOWLEDGE EVIDENCE
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of
this unit:
• 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:
o 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:
o relationship between operational efficiency and financial sustainability o

ways of minimising waste in the relevant work context o social
responsibilities of the operation
• time management principles and their application to leaders and managers for planning own work
and the work of others
• principles of effective delegation and delegation techniques in a frontline management context:
o clear communication of what is required

o gaining commitment o no undue interference o regular reporting o
selecting the right person
• problem-solving and decision-making processes and techniques and their application to typical
workplace issues
• industrial or legislative issues that affect short-term work organisation appropriate to the industry
sector:
o relationship of relevant industrial awards to hours and conditions of work

o ensuring systems and procedures meet work health and safety
requirements
ASSESSMENT CONDITIONS
Skills must be demonstrated in an operational tourism, travel, hospitality or events environment where
conflicts occur. This can be:
• an industry workplace
• a simulated industry environment.
Assessment must ensure access to:

• organisational documents and templates:
o performance reports o rosters o staff reports
• a team for whom the individual can plan and organise workflow; this can be:
o teams in an industry workplace who are assisted by the individual during the assessment
process; or
o individuals who participate in role plays or simulated activities, set up for the purpose of
assessment, in a simulated industry environment operated within a training organisation.
AQF SPECIFICATIONS FOR ASSESSMENTS
This assessment is set in accordance with the criteria for AQF Level 5. As stated in the AQF
specification for the Diploma qualifications must be designed and accredited to enable graduates
to demonstrate the learning outcomes expressed as knowledge, skills and the application of
knowledge and skills specified in the level 5 criteria and the Diploma descriptor.
Students at this level will have specialised knowledge and skills for skilled/para-professional work
and/or further learning.
KNOWLEDGE
Students at this level will have technical and theoretical knowledge in a specific area or a broad
field of work and learning.
SKILLS
Students at this level will have a broad range of cognitive, technical and communication skills to
select and apply methods and technologies to: • analyse information to complete a range of
activities
• provide and transmit solutions to sometimes complex problems
• transmit information and skills to others
APPLICATION
Students at this level will apply knowledge and skills to demonstrate autonomy, judgement and
defined knowledge responsibility in known or changing contexts and within broad but established
parameters
ACSF SPECIFICATIONS AND FOUNDATION SKILLS
The term ‘Foundation Skills’ is currently used to include the core skills defined in the Australian
Core Skills Framework (ACSF) as well as the employability skills identified by employers as critical
for effective performance in the workplace. The core skills of the ACSF include reading, writing,
oral communication, numeracy and learning.
Foundation skills encompass the core skills of reading, writing, oral communication, numeracy and
learning as described by the Australian Core Skills Framework (ACSF), and the Employability
Skills/Core Skills for Work. They exist on a continuum from very basic skills to highly-developed
and specialist skills. The foundation skills have been addressed in the assessment as part of the
performance criteria for this unit.
ASSESSMENT REQUIREMENTS
To demonstrate competence in this unit, students must undertake all tasks in this assessment
booklet and complete them satisfactorily and in addition, also satisfactorily complete the role play
assessment, including demonstrating communication skills during the practical activities. If the
student does not answer some questions or perform some tasks satisfactorily and therefore is
deemed to be ‘Not Competent’, they may be asked supplementary questions or given alternative
activities to determine competence. After the student has demonstrated consistency in
performance, the student is to be awarded this unit.
Should the student still be deemed ‘Not Competent’, the student should be offered the
opportunity to undertake a supplementary assessment or appeal the result.
SUBMITTING ASSESSMENTS
Students should submit assessment tasks with the provided cover sheet.
Assessments should be submitted on or before their due date. Extensions for individual
assessment tasks may be negotiated in specific circumstances. Consultation on this must occur
prior to the due date and extensions due to illness will require a medical certificate. Extensions
must be confirmed by the Academic Manager in writing.
TRAINING RESOURCES
The student will have access to the following:

• AIE Student Workbook
• PowerPoint presentation
• Learner Assessment Pack (LAP)
• Access to a computer, the Internet and word-processing system such as MS Word
UNIT ASSESSMENT PLAN
To demonstrate competence in this unit, you must be assessed as satisfactory in each of the
following assessment part.
Evidence recorded Evidence Type/ Method of assessment
Unit Assessment 1 Unit Knowledge Assessment (UKA)

Unit Assessment 2 Unit Skills Assessment (USA)
UNIT ASSESSMENT 1
UNIT KNOWLEDGE ASSESSMENT (UKA)
STUDENT TO COMPLETE AND SUBMIT
Answer all the questions provided below:
QUESTION 1
The process of monitoring work operations is often broken down into six stages. Name 3 of these with a
brief description of each. (15 - 25 words )
The three stages of work operation are:

1.Planning: Planning focuses on development of goal and strategies to achieve the goal.
2.Organizing: Organizing focuses on arranging and allocating the for achieving the goal and task.
3.Staffing: Organizing the staff to carry out the task.
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? (15 - 30 words)
In a workplace, as a supervisor it is required to perform the monitoring and should perform on the weekly
basis because it help to identify the individual expected service provision in workplace.
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? (20 - 40 words)
I should develop a monitoring framework which help to measure and monitor the workflow whether it has
aligned with organizational goal and targets that has been developed. After, monitoring the work flow I
should provide evaluate the workflow and provide the feedback accordingly.
QUESTION 4
List 3 ways to identify quality problems with your service.
Following are the three ways to analyzed the problem with service:
1.SWOT analysis: With the application of SWOT analysis, I can identify the strength, weakness, threat and
opportunities of the problem. With the application of SWOT analysis, we can identify the problems that has
been associated with our services.
2.Implmentation of customer survey: In a regular basis, it is necessary to have a survey from customers.
Through their complaint and feedback, I can identify the problems and issue of services that we provide.
3.SERVQUAL: It is also method for measuring the subjective elements of service quality. Through the use of
SERVQUAL I can identify the service quality by application of five element of SERVQUAL. The five elements
are: reliability, assurance, empathy, responsiveness and tangible of services.
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.
The four processes to resolve the quality issue in workplace:
1.Performance assessment and evaluation: Performance evaluation and assessment help to identify the
need of training for the work performance to solve the problem.
2.Conduction of coaching and seminar about quality service: In order to improve the quality issue, it is
required to provide the seminar and coaching which the employees to understand that service quality that
has to be provided to customers.
3.Personal training: According to the performance of individual workers it is important to provide the
personal training which upgrade their working skills and improve the service delivery
4.Job rotation: To improve, the issue it is better to develop the system of job rotation for whose staff who
does not work according to services.
QUESTION 6
How can encouraging a culture of open communication and innovative thinking help you improve efficiency
and service levels? (20 - 40 words)
In a workplace, implementation of open communication practice will help the employees to raise the
problems and issue that they are facing in workplace and it can help to address and solve the problem
immediately. Open communication in team will generate the ideas and thoughts which help to effective
ideas to increase the service level of organization.
QUESTION 7
List 3 ways to identify current and emerging trends in your industry.
Following are the ways that to identify the current and emerging trend are:
1.Market research: The best way to identify the current and emerging trend can be developed by the use of
market research. It is necessary to conduct the market research to identify the weakness and threats that
the organization will have.
2.Regualr communication with customer: To identify the current trend in industry, it is necessary for
organization to interact and communicate with customer with their preferences.
3.Use of Social media and internet: The organization should utilize the internet and social media to have
knowledge about market trends which will easily know about competitors.
QUESTION 8
Sustainability is usually associated with the environment; however, it can also refer to the operations of a
business. In terms of sustainability considerations for frontline operational management, provide an
explanation for each of the following: (10 - 30 words each)
a) relationship between operational efficiency and financial sustainability: When an organization

increase the operation procedure, it work to reduce the working capital by increasing the financial
sustainability of an organization.
b) ways of minimising waste in an operation or process: During the work procedure, it is necessary
that identify what is necessary for the job performance. The needed item should be handled in
convenient way and should keep the area free of space.
c) social responsibilities of the operation: The social responsibility is more impacted in effective way
when the organization follow the government regulation. The organization interact with social and
environmental concern while performing the business.
QUESTION 9
What is the purpose of having a logical, well defined workflow? (20 - 40 words)
The organization which follows the logical well define work plan will help the employees to follow the
strategic path to achieve the goal. Plan work flow will help to track the work performance according to
planning and analyze the solution if something goes wrong.
QUESTION 10
List 3 business benefits of having an efficient and effective workflow?
Following are the merits of having an efficient and effective workflow are:
1.The problem and issue that might raise across working process in will be identified and can mitigate it
easily.
2. Improve the quality of product and services: Implementing an efficient and effective workflow will help
the employees to work in systematic and innovative way which help to improve the quality of product and
services.
3. Provide to develop better customer service: So, it is important to constantly find ways to improve the
customer experience. Unfortunately, customer requests or complaints can be easily overlooked when you
are relying on outdated manual systems. This results in dissatisfied customers who will end up taking their
business elsewhere. Workflow can, however, help you provide better customer service and respond to
customer complaints more quickly.
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.
The steps that are required for delegating the work for staff are:
1.Identify and assign the person to delegate the work.
2.The second step is to ensure that the respective person who has been delegated the task has understand
the roles and responsibility and expectation from delegation task.
3.During the work performance of delegated task, it is necessary to evaluate and monitor the progress and
support the person if any help is needed.
QUESTION 12
A Gantt chart can help you monitor your workflow progress against timelines to a help ensure objectives
are being met on time. List 3 things you need to do to develop a Gantt chart.
While developing the Gantt chart, the following this are needed to included:
1.The first thing is to break down the work structure and targets that will be achieved in future days.
2.All the information and data that are necessary for creating the Gantt chart should be collected in
effective way to make ensure that no information is left.
3.In Gantt chart, the time should be developed. Date and time for the completion of task should be
included
QUESTION 13
Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3 functions of
coaches or mentors.
The function of coaches and mentors are:
1.coaches and mentors work to develop a professional development and carrier goal of employees.
2. Effective coaches and mentor will coach the employees to develop a balance work life, develop the
communication skills, improve the team work in group.
3.They work to develop self-awareness, emotional intelligence and work to improve the leadership skills to
perform the work.
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.Be Specific: While giving the feedback to employees it should be specific, crystal clear and should be to
the point. The feedback should be straight forward so that employees can understand easily.
2. Providing the schemes and rewards: In a workplace, best performer should be provided with good
feedback by providing schemes and rewards publicly so that other colleges will also be encouraged.
3. Doing the performance evaluation: The feedback should be provided according to performance of
employees. To provide an accurate information, it is requiring to have proper evaluation and analysis of
individual performance.
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? (20 - 30 words)
With the implementation of new workflow in workplace, there will impact in job description will be
changed along with their roles and responsibility. The staff may not achieve the work performance and may
not able to meet the expectation due to lack of understanding of work flow.
QUESTION 16
List 5 aspects of staff behaviour or productivity that you should monitor.
Following are the five aspects of staff behavior and productivity that should be monitor are;
1.Present work performance of all employee
2.Satisfaction on current job position
3.Quality of work
4.Customer service
5.Team coordination and collaboration
QUESTION 17
What are 4 common signs that there may be some performance problems or issues you might need to deal
with?
Following are the 4 common signs that indicates the performance problems or issue in workplace are:
1.Quanity and quantity of work: Some of the employees may not show the work performance which are
untimely completed and limited production, failure to meet the work standard.
2.Unsuitable or inappropriate behavior: The employees may show some bad attitudes in workplace which
has to be handle properly.
3.Inapporiate interpersonal relationship: In workplace, there may be problem of interpersonal relationship

which has to be solved immediately.
4.Lack of flow of communication and information: In a workplace, if the communication is not passed in
proper, they may cause a lack of co-ordination.
QUESTION 18
How can simply sharing what you know to staff members improve the performance of the business? (15 -
30 words)
Through the collaboration and coordination in workplace, different ideas and thoughts will be generated.
When sharing the information with members, one innovative idea will be developed which will be
beneficial for improving the performance of 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.
The three ways that can be used for effective brainstorming sessions are:
1.During the brainstorming session, it is important that all the employees participate in brainstorming and
provide the equal opportunity for them.
2.While the participants are generating their ideas and thoughts everyone should listen carefully and
should perform the biases. Any kind of information should be welcomed.
3.When all the ideas are generated, it is important that one effective ideas is developed to have effective
brainstorming.
QUESTION 20
List 3 types of administration documents or workplace records you might need to complete and submit in
your industry.
The three administration documents that should be submitted in industry are:

1.Documents related to human resources
2.Record of equipment and supplies used in work performance
3. Work delegation to individual employees
QUESTION 21
List 5 types of customer service related problems from your industry that would require your attention as a
supervisor.
Following are the customer service problem in my industry that need to be addressed are:
1.Inadequate communication between customer and customer service department
2.Poor products and services delivered to different customers.
3.Lack of follow up to customer complaint.
4.Unavailable or out of stock
5.Attitude and behavior of customer department employees
QUESTION 22
List 5 common management problems or issues that you as a supervisor, may deal with on a regular basis.
1.Communication and flow of information:
2.Resolve conflict:
3. Manage performance.
4. Administer policies fairly and consistently.
5. Handle protected employees.
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? (15 - 30 words)
The short- term action to solve the problem of customer by apologizing the customer for the inconvenient
services and immediately record the booking.
QUESTION 24
Considering the previous scenario in question 23, What is a possible long-term action you could take to
resolve the problem? (10 – 30 words)
The long-term action to solve the complaint of customer, training will be provided on recording and
booking of ordering to all employees so that their skills can be upgraded to work in customer service
department.
QUESTION 25
What is the advantage of involving staff in the decision-making process? (10 - 30 words)
In workplace, participating an employee in decision making process will make allow the opportunity to
voice their thoughts and will make them share the knowledge. Due to this process, the relationship
between manager and workers will help to strengthen the team work.
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.
The two questions, to solve the problem of customers are:
1.Are you trying to solve the problem? Can you explain your point of view how you suffered from
problem?
2.What do you think we should do to solve the problem?
QUESTION 27
Decisions are made based on certain circumstances. However, circumstances don’t stay constant and
change frequently. How often should you review decisions you have made to see if they are still effective?
(10 - 15words)
The decision will be reviewed in weekly basis. Monitoring and evaluating the decision in weekly basis help
to track the effectiveness of decision that has been implemented.
QUESTION 28
Give an example of industrial awards or conditions in your industry, that may affect how you roster staff in
terms of hours and conditions of work, and name a website where you can find information about
industrial awards and working conditions.
The type of award that are followed in organization is providing incentives and extras wages to the
employees in term of their working hours and condition of work. Organization award contain the website
that can find the information about industrial award and working condition.
QUESTION 29
Considering legislative issues that affect short-term work organisation in the hospitality industry, how
would you ensure systems and procedures meet work health and safety requirements.
The organization will follow a Health and Safety act. Through the development of policy and procedure of
safety act, organization can ensure that organizations and businesses understand their role in ensuring and
supporting health and safety in the workplace and prevent the employees, stakeholders from injury and
accident.
QUESTION 30
List 4 job positions in the hospitality industry, and briefly describe the tasks and requirements of each
position. 2 of the positions must be management positions within your sector. (15 - 30 words each)
For example:
Position Tasks and Requirements
F&B Manager Oversees bookings, training, budget, orders beverages
Restaurant Supervisor Ensures correct restaurant setup, service standards Looks
Head Waiter after sections of the restaurant
The job position in hospitality sector is:
1.Operational Manager: Operational Manager has a roles and responsibility to manage the workplace
procedure and set up the working area.
2.Finance Manager: He has to manage all the financial statement of an organization
3. Restaurant Supervisor: Maintain the restaurant help to set up the restaurant and services
4.Waiter: prepare a delicious food products and deliver to customer
QUESTION 31
List 4 principles of time management
The four principles of time management are:
1.Planning: planning is important in every time, so planning should be made in earlier phase to have a
proper time management.
2.Organize and prioritization: Proper time management will help to organize and prioritize the work
accordingly.
3. The 80/ 20 rule: The 80/ 20 rule follow the principle, when applied to work, means that approx. 20
percent of your hard work produces 80 percent results.
4. Perform a one work at one time: It is necessary to perform the one work at time so that work can be
done in effective way without losing time.
UNIT ASSESSMENT 2
UNIT SKILLS ASSESSMENT (USA)
STUDENT TO COMPLETE AND SUBMIT
1. CASE STUDY BASED PROJECT AND SCENARIOS
Students are required to respond to a case study and scenarios based on The Naja Group of
Colleges’ Norwest Campus Cafeteria. Students are presented with situations to demonstrate their
ability to perform tasks outlined in the Elements and Performance Criteria of this unit and:
• plan and organise workflow for a team operation or activity that takes into account at least six of
the following contingencies:
o delays and time difficulties o difficult

customer service situations o equipment
breakdown or technical failure o financial
resources o staffing levels and skill
profiles o rostering requirements o staff
performance o procedural requirements
o product development and marketing
• monitor and respond to team-based operational and service issues during the above operation or
activity
• complete each of the following organisational records for the above operation or activity:
o performance reports o staff records.
REQUIRED RESOURCES:
• Appendix 1: The Naja Group of Colleges case study, including:

o Background information o
Organisational structure o Vision,
Mission and Objectives o
Scenarios
• Appendix 2: NGC Incident Report Register – September 2017
• Appendix 3: NGC Incident Report Register – November 2017
• Appendix 4: NGC Weekend Day Trip Roster
• Appendix 5: NGC Bus Driver Appraisal
• Appendix 6: NGC Staff Survey Results
• Appendix 7: Interviews and Feedback from Staff Members
• Appendix 8: NGC Travel and Tourism Briefing Report Template
• Appendix 9: NGC Objectives Vs Issues Template
• Appendix 10: NGC Task Prioritising Template
• Appendix 11: NGC Work Delegation Template
• Appendix 12: NGC Training / Information Session Outline Template
The Naja Group of Colleges
Scenario
The growth and success of The Naja Group of Colleges has largely come about as a result of the Group’s
vision and mission to provide an exceptional experience that the students will remember and carry with
them for the rest of their lives.
The ‘Sustainability and Continuous Improvement Department’ put forward the idea of creating a travel
agency internal to the college some two years ago. This idea was driven by the fact that 78.3% of the
colleges’ students across all of its campuses are holder of International Student Visas.
To provide a low-cost travel agency that is solely for catering to the travel needs of The Naja Group of
Colleges’ students was an idea that the Board of Director absolutely loved and orders get stated on
establishing this department immediately.
The department was given the Name of NGC Travel and Tourism and Since late 2015, the strong company
culture and passion for the profession has resulted in successfully servicing more than 450 students per
month, every month.
Among the services provided by NGC Travel and Tourism are:
• Flight Reservations
• International Shipping
• Interstate and Regional Bus Reservations
• Interstate and Regional Train Reservations
• Accommodation
• Car Hire
• Leisure Travel
• Visa Applications
• Travel Insurance
• River Cruises
• Harbour Cruises
• Day Sight Seeing Trips, and
• Weekend Sight Seeing Trips
PART 1: MONITOR EFFICENCY AND SERVICE LEVELS
You are Stanley Evans, the Operations Manager for the Naja Group of Colleges. You were part of the team
that put forward the idea of creating a travel agency internal to the organisation. So, this division of The
Naja Group of Colleges is close to your heart as you saw this idea develop into a successful operation.
However, you have been noticing a steady decline in revenue for NGC Travel and Tourism, so you raised
this decline to the Board of Directors during last month’s meeting by giving them some financial reports to
look over and decide what actions to take.
It has been a week since the meeting, and you receive the following email from the board of directors:
Dear Stanley,
Thank you for pointing out the issue of the decline in revenue for NGC Travel and Tourism division.
Having reviewed your preliminary report, we are as alarmed as you are with this decline.
The Board of Directors commend you for spotting this decline quickly.
We need you to investigate further and determine the cause or causes for the decline and take all
necessary actions to rectify the issues as a high priority.
Please let the Board of Directors know if you require any assistance in resolving those issue.
Best regards,
The Board of Directors The Naja Group of Colleges.
 Task 1
For this task 1, you are to send an email to Sarah Quin, the Department Manager at NGC Travel and
Tourism to request relevant information and data you need to determine the possible cause or causes of
the decline in revenue, such information and data could be:
• Staffing arrangement
• Incident Reports
• Rosters and Schedules • Surveys
• Etc.
Part 1 Task 1: Your assessor will be looking for:

• Evidence of an email to Sarah Quin for the reasons specified in the instructions for the task above.
To,
Department Manager
NGC Travel and Tourism
Subject: Information about causes of decline in revenue
Dear Sarah Quin,
I would like to inform you that revenues for NGC travel and tourism have been decreased. So, I
would you to provide the information and data about the staffing arrangement, incident reports,
work schedules that has made the revenues decreased.
Thank you!
With Regards,
Stanly,
Operational Manager
PART 2: INVESTIGATE, IDENTIFY AND ANALYSE INFORMATION
 Task 1
Following your email in Part 1 Task 1, Sarah Quin provided you with the following:
• Incident Report Register for September 2017 (Appendix 2)
• Weekend Day Trip Roster for September 2017 (Appendix 4)
• Bus Driver Performance Appraisal (Appendix 5)
• NGC Staff Survey Results (Appendix 6)
• Interviews and Feedback from staff members (Appendix 7)
For Part 2 Task 1, you are required to conduct an investigation of the operations within NGC Travel and
Tourism Staff to determine the cause of the decline in revenue and service standards and provide
recommendations and propose actions to rectify the issues. The Board of Directors would like this
presented to them as a Briefing Report.
Use the Briefing Report Template (Appendix 8). Your Briefing Report will need to include the following:
• Introduction
• Organisational goals and quality assurance initiative o Review the Naja Group of Colleges Case
Study (Appendix 1)
• Findings o Use the information and data provided by Sarah Quin to identify issues and
potential issues from an operational, frontline and customer service perspective.
o Analyse the workplace problems from an operational and customer service
perspective.
o Identify the organisational Goals / Objectives / Vision / Mission / Values that need to
be followed in order to rectify the issues. You can use the Objectives vs. Issues
Template (Appendix 9) to align the issues with the relevant organisational goals and
quality assurance initiatives.
• Recommendations and proposed actions o Ensure recommendations support overall
organisational goals and quality assurance initiatives.
o Evaluate current and emerging industry trends and practices for relevance to own
work situation. Research industry trends (See Travel and Tourism Industry Report :
http://www.afta.com.au/uploads/582/170817_august_afta -travel-
trendsreport_final.pdf )
o Consider feedback from colleagues about ways to improve efficiency and service levels
and provide feedback to colleagues and management to inform future planning. You
may also challenge ideas shared by your colleagues.
o Consider potential for new technologies and other innovations.
o Consider amendments required to policies, procedures and quality assurance
initiatives. o Assess and respond to opportunities to improve sustainability of day-to-
day operations.
o Consider short-term actions to resolve immediate problems where appropriate.

• Briefing report, including:
o Organisation goals and quality assurance initiatives
▪ List and brief descriptions of organisational Goals / Objectives / Vision / Mission /
Values relevant to operational and customer service issues
o Findings of your research, including
▪ Key issues identified based on the information and data provided by Sarah Quin
▪ Analysis of workplace problems from an operational and customer service
perspective
▪ Analysis of impact of key issues against organisational goals and quality assurance
initiatives
o Recommendations and proposed actions, including but not limited to:
▪ How to increase growth in the market and what this means to NGC Travel and
Tourism
▪ Reflection of internal and external business information
▪ Amendments to policies, procedures and process
▪ Training requirements
▪ Updates in services technologies used by NGC Travel and Tourism
▪ Outsourcing from other suppliers
Report on NGC Travel and Tourism:
Introduction:
The Naja Group of Colleges (NGC) is an educational institution providing Vocational
Education and Training in five campuses across Australia. The ‘Sustainability and
Continuous Improvement Department’ put forward the idea of creating a travel agency
internal to the college some two years ago. This idea was driven by the fact that 78.3% of
the colleges’ students across all of its campuses are holder of International Student Visas.
The mission and vision of NGC is to become a leader in providing a high- quality
educational services encourage excellence, promote critical thinking, develop
autonomous study skills and foster lifelong learning for tertiary bound students.
The report will discuss about the causes and reason for the fall in revenue of NGC travel
and tourism division.
Findings:
From the report provided by Sarah Quin, it has been found that from appendix 2, poor
food hygiene, delay in trip, air condition failure and some of the clients were felt sick
after having the food. The causes were recorded as poor packing, neglect in driver, poor
maintenance is seen. From the appendix of bus driver appraisal, it has been seen that
many customers have given the feedback on the services has to improved. From the
survey result of employees, it has been analyzed that negative feed back given from
employees the employees are not satisfy with the performance review, enough training
is not available, lack of communication between management and employees, no system
of rewarding, lack of flexibility work hours, unsystematic planning procedure where
employees are not clear about their roles and responsibility. Some time managers are
not available during the need of time, lack of encouragement and support seen. The
suggestion that was given by employees are: develop and process to maintain work life
balance, training is most, hiring of extra staff is most, provide a fair and honest
improvement, implement a system of giving rewards. From the feedback and interview
from staff it has been analyzed that:
1.Bus Driver: No enough support from technical support

Have to organize the whole work performance
2.Department Manager: Has to perform over time

No commitment from staff
3.Receptionist: No life balance

No support from management team
4.Travel Agent: No life balance

Old and inefficient system
Objective vs Issue
Identified Issue Related organizational Remedial Action Required

Goal
Complaints about delay The organization is aimed Review relevant
trip to provide the fast, reliable procedure
and cost and highly
effective services Train Staff
Compliant about food The organization have a Monitor the food
Hygiene goal to provide the food processing
that are safe and hygienic.
Train the staff on food
safety
Inadequate training to The organization puts the Training and coaching will
staff employee at center and be provided to develop a
provides the training and work life balance.
mentoring programs that
support the employee’s
performance
Zero level practice of The organization is Within this week, best
reward system committed to provide the performance will receive
incentives and reward the reward.
according to performance
of employees.
Recommendations:
An Operational Manager, I would like to recommend the following recommendation the following action:
1.To increase the sales revenues, the NGC has to improve and increase the services like fast picking
services, air conditioning bus and food quality.
2.The training and coaching services should be provided so that employees can upgrade their skills and
knowledge.
3.The modern technologies and equipment should be provided for work performance.
4.There should be two-way communication and support from both management and staff members.
5.To encourage and motivate the employees it is required to provide the reward and incentive to
employees according to their performance.
PART 3: PLAN IMPLEMENTATION OF RECOMMENDATIONS AND WORKFLOW
You have now provided the Board of Directors with the Briefing Report that includes the outcomes of the
investigation you conducted with NGC Travel and Tourism staff.
 Task 1
After receiving your update, the Board of Directors send you the following email:
Dear Stanley,
Thank you for updating us on the progress of your work and informing us of your future plans.
Effective workload management is the joint responsibility of supervisors as well as all staff
members. This can be achieved through effective planning and prioritisation of tasks,
appropriate resourcing, and staff development.
Based on the recommendations you have provided, please plan and prioritise tasks to ensure we
meet outcomes. We believe that food hygiene issues are of the highest priority and must be
resolved immediately. Other problems identified should also be considered, however, they may
have long-term schedules for rectification. Also, please keep in mind that, budget is quite
restricted. You will need to prioritise and schedule work around existing staff members especially
that the Department’s vehicles sound like they will require maintenance.
As always, the Board of Directors is happy to help where ever possible. So, let us know if you
need anything from our end.
Best regards,
The Board of Directors
The Naja Group of Colleges
• For this task you are to
o Prioritise work
▪ You may use the “Prioritising Tasks Template” provided ( Appendix10), o
Schedule work to maximise efficiency and customer service quality within budget
constraints.
▪ You may use the “Prioritising Tasks Template” provided ( Appendix10), o
Prepare to delegate the work as you have scheduled it.
▪ You may use the “Work Delegation” Template provided ( Appendix11)
• Evidence of prioritising work.

• Evidence of scheduling work to maximise efficiency.
• Evidence of preparing to delegate work to the team according to the schedules you have
developed.
Task Prioritization
Priority Task
1. Food hygiene and safety
2. Fast pick up services
3. Improvement in bus services
4. Training and coaching services
5. To increase the communication skills, the
management team and all staff will go for
short trip
6. Provide the rewards and incentives according
to the performance of employees
Delegation of task:
Person delating the task: Operational Manager
To whom the task is delegated: Travelling agent staffs
Task Delegation date: 25th March, 2022
Task Details
Task Delegated To increase the customer service
Task Description The team has to work on
1.Developing a safe food hygiene
2.Increase in services while travelling
3.Connect with drivers so they are on time to pick

up the customer
Deadline 5th April, 2022
Key Performance The customer survey and satisfaction will be taken

as key performance indicator.
Rules to follow While performing the work, communication

practice should be developed
Resources Required Process for food handling
2.Customer information
Consequences for failure Drivers were not in time in which customer
satisfaction were not seen.
Review Date 5th April, 2022
Person delating the task: Manager
To whom the task is delegated: Operational Manager
Task Delegation date: 25th March, 2022
Task Details
Task Delegated Implementation of training and reward system
Task Description According to need and demand of staff the training

and coaching will provided
Reward system will also be implemented
Deadline 15th April, 2022
Key Performance Impact of training on employees will be taken as

key performance indicator.
Rules to follow All the employees should get opportunities for

training
Reward system should be implemented according
to the performance of employees
Resources Required Different training resources will be provided
Consequences for failure Some of the performances of employees were not

identified.
Review Date 20th April, 2022
 Task 2
After completing your Prioritising Tasks Table and Work Delegation Table you are to complete the
following tasks:
o Prepare and email an update to the Board of Directors that includes:
o A summary of actions taken (i.e. preparing prioritising tasks template and work delegation
template);
o A brief paragraph highlighting any shortage of staff and suggestions of recruiting
additional staff to cover the shortage based on the work delegation table prepared
• Evidence of emailing to the Board of Directors to update them on progress of your work as
specified in the instructions for the task above.
• Evidence of highlighting staff shortage and actions recommended to address the issue
To,
The Board Directors
Subject; Information about Work delegation
Respected Sir,
Sir, I would like to inform you that after identify the issues, the task has been delegated in two
processes. One task has been delighted to staff who are in travelling agent. The delegated task is
to develop a safe food hygiene, increase in services while travelling, connect with drivers so they
are on time to pick up the customer. The second task is delegated to me in which I will be working
to need and demand of staff the training and coaching will provided, reward system will also be
implemented.
Sir, I would like to inform that staff shortage has been seen in which hiring process should done
immediately.
Thank you!
With Regards,
Operational Manager
PART 4: TRAINING / INFORMATION SESSION
 Task 1
Prepare to deliver a training / information session
For this task, you are to prepare to deliver a training / information session for NGC Travel and Tourism
Staff Members.This training / information session is to:
o Inform the staff of the new schedule,

o Delegate the tasks determined in the Work Delegation Table completed. o
Provide coaching and support as needed
o Address issues staff members may have with new work flow o Inform staff
what is expected of them
Instructions to prepare for the presentation Your
presentation should include:
- Brief introduction and rationale of the presentation
- Filled out Training and Information Session outline ( Appendix 12)
o including other activities that addresses various tasks in the daily operations
- Organisational goals and quality assurance initiatives being targeted o Ensure workplace
operations support overall organisational goals and quality assurance initiatives.
o Coordinate multiple and potentially competing operational priorities
- Changes to new schedule and delegation of tasks (including delivery of additional training) o
Delegate work according to principles of delegation
o assist colleagues in prioritising workload through supportive feedback and coaching
- Introduce proper workflow contingencies to address daily operations o Proactively share
information, knowledge and experiences with team members o Assess and respond to
opportunities to improve sustainability of day-to-day operations o Plan and organise workflow
for a team operation or activity that takes into account the following contingencies:
▪ food hygiene issues
▪ delays and time difficulties
▪ difficult customer service situations
▪ equipment breakdown or technical failure
▪ financial resources
▪ staffing levels and skill profiles
▪ rostering requirements
▪ staff performance
▪ procedural requirements
- Methods to address sustainability of day-to-day operations (ongoing monitoring – systems) o
Identify and analyse workplace problems from an operational and customer service perspective
o Initiate short-term actions to resolve immediate problems where appropriate o Anticipate
and respond to unpredictable operational problems and situations at a frontline
management level
- Suggestions for professional development o Include videos to watch for professional
development in different areas (customer service, new technologies, leadership, management,
etc)
o Challenge and test ideas within the team in a positive and collaborative way.
o Proactively consult with colleagues about ways to improve efficiency and service levels,
including potential for new technologies and other innovations.
- Management’s expectations from team members o Provide feedback, coaching and support to
team members
o Provide feedback to colleagues and management to inform future planning
Your slideshow presentation must not be longer than 15 minutes
Submit your presentation to your Trainer / Assessor
Your assessor will also consider the language, format, content and level of detail of your presentation.
• Evidence of your presentation to deliver information to staff
• Evidence of your preparation for a training / information session as described above. You may use
the “Training / Information Session Outline” template or you may use a template of your own,
however you must ensure to include all information as specified in the instructions for the task
above.
The presentation about the information about the staff has been prepared.
Training Information Session

Date: 1St April, 2022
Area: Seminar Hall
Time: 10 Am to 3 PM
Time Session Duration

10: 00 Am Introduction and Welcome 30 minutes
10: 30 Am Introduction to Issue and 3o minutes
problem about Workplace
and services
11 Am Discussion on need of training 30 minutes
11;30 Am Discussion about the training 1 Hour
12: 30 Pm Lunch Break 1 Hour
1 Pm – 3 Pm Discussion on Question and 2 Hours
Answer that may arise
PART 5: POST-IMPLEMENTATION REVIEW
 Task 1
It has now been over 2 months since the training session and implementation of new workflow in the
operation. Last week you requested Sarah Quin, the Department Manager at NGC Travel and Tourism, to
provide you updated information and data as part of your monitoring to assess the performance of the
implementation of the new processes.
Having received the request from you, Sarah Quin sends you the “Incident Report Register” for November
2017 (Appendix 3).
As the Operations Manager, you are now required to:
o Compare the information provided on the Incident Report Register Sept 2017 ( Appendix
2) against the information on the Incident Report Register Nov 2017 ( Appendix 3).
Identify the progress and goals achieved by the implementation of the new workflow
process.
o Email the Naja Group of Colleges’ Board of Directors a brief update of the current
performance, including:
▪ A brief review of the new workflow
▪ Short term impact and expected long-term impact of implemented
recommendations and actions against issues identified in the original briefing
report
▪ Further recommendations to eliminate or reduce any negative long-term impact
• Evidence of email to The Naja Group of Colleges’ Board of Directors to brief the Board on current
performance as specified in the instructions for the task above.
To,
The Board of Directors
Subject: Information on current performance work flow
Respected sir,
Sir, I would like inform you that in September, there was complaint from customers about the food
hygiene and safety which has been improved in one month. But the complaints in service maintenance like
no air conditioning and delay in trip are same which has to actioned as soon as possible.
Thank you!
With Regards
Operational Manager
APPENDICES
APPENDIX 1: CASE STUDY
THE NAJA GROUP OF COLLEGES
The Naja Group of Colleges ( NGC ) is an educational institution providing Vocational Education and Training
in five ( 5 ) campuses across Australia. The NGC employs 57 people to deliver four ( 4 ) business stream
courses as well as three ( 3 ) accounting stream courses to more than 3,000 students each year.
THE NAJA GROUP OF COLLEGES HAS TWO CORE FUNCTIONS:
1. To provide continuing education and re-entry to education options for local students who have
completed the compulsory years of schooling.
2. To provide university entrance programs to international students.
The Naja Group of Colleges is one of the Department of Education’s largest provider of students to university.
Approximately 350 to 400 NGC students gain entry to university each year.
THE FIVE KEY STRATEGIES ARE:
• Outstanding Student Experience

• Strong Industry Relationships and Partnerships
• Sustainability, Capability and Capacity
• Community and Social Responsibility
• Growing our Business
THE NAJA GROUP OF COLLEGES CAFETERIA
The Naja Group of Colleges expanded their business model to introduce quality cafeterias to their campuses as
part of our continued efforts to give our students an exceptional experience.
The cafeteria offer all-you-can eat premiere offerings for breakfast, lunch and dinner.
We know students, and staff have busy schedules and fast-paced lives but want more than fast food. We believe
convenience means providing unlimited all-day access to nutritious home-cooked meals. That is why the Naja
Group of Colleges' all-you-care-to-eat cafeteria is open 7:00 a.m. to 7:30 p.m. seven days a week.
The Naja Group of Colleges' cafeteria offers a variety of delicious home-cooked meals at modern self-serve
stations.
The Naja Group of Colleges' cafeteria at each of our campuses are designed to cater for up to 100 patrons at any
given time. Students and staff have the option to book table online via the Colleges' website.
The Naja Group of Colleges' cafeteria menu:
• Breakfast o Classic
breakfast o Breakfast
Quesadilla o French
Toast o Red Velvet
Pancakes o Belgian
Waffle Bar.
• Salad Bar o fresh
vegetables o home-made
salads o salad toppings,
and more!
• Summer BBQ Grill o
Lamb o Beef o Moroccan
Beef Kebabs o Roasted
Vegetables o Grilled
Bread o Cedar Planked
Salmon o Lebanese style
Chicken o Lemon &
Rosemary Chicken
• Lunch Favourites o Chili
Con Carne o Vegetarian
Chili o Spaghetti Squash
o Lasagne o Burrito Bar o
Fish & Chips o Tacos
• Supper Favourites o
Fajita o Lime & Chili
White Fish o Baked
Potato o Chicken Curry o
Lentil Curry o Roasted
Lamb o Roasted Chicken
Dinner o Fried Chicken &
Waffles o Eggplant
Parmesan
• Soup o 2 soups available
daily
• Dessert o Doughnuts o
Cakes o Sweet pastries
THE NAJA GROUP OF COLLEGES TRAVEL AND TOURISM AGENCY
The growth and success of The Naja Group of Colleges has largely come about as a result of the
group’s vision and mission to provide an exception experience that the students will remember
and carry with them for the rest of their lives.
The ‘Sustainability and Continuous Improvement Department’ put forward the idea of creating a
travel agency internal to the college some two years ago. This idea was driven by the fact that
78.3% of the colleges’ students across all of its campuses are holder of International Student Visas.
To provide a low cost travel agency that is solely for catering to the travel needs of The Naja Group
of Colleges’ students. Itwas an idea that the Board of Director absolutely loved and orders get
stated on establishing this department immediately.
The department was given the Name of NGC Travel and Tourism and Since late 2015, the strong
company culture and passion for the profession has resulted in successfully servicing more than
450 students per month, every month.
Among the services provided by NGC Travel and Tourism are:
• Flight Reservations
• International Shipping
• Interstate and Regional Bus Reservations
• Interstate and Regional Train Reservations
• Accommodation
• Car Hire
• Leisure Travel
• Visa Applications
• Travel Insurance
• River Cruises
• Harbour Cruises
• Day Sight Seeing Trips, and
• Weekend Sight Seeing Trips
NGC TRAVEL AND TOURISM AGENCY MISSION
To be the travel services’ industry benchmark
We strive to be the travel services’ industry benchmark by offering a full range of fast, reliable, costeffective
and high-quality services by catering to the traveling and tourism needs of The Naja Group of Colleges’
students.
NGC TRAVEL AND TOURISM AGENCY VISION Your

Travel. Our Passion.
To develop the largest diversified Travel Organization in Australia while maintaining our leading position
in the student travel and tourism services, by effectively utilizing our resources, continuously improving
our services and exceeding our customers’ expectations in terms of overall performance and customer
satisfaction.
NGC TRAVEL AND TOURISM AGENCY VALUES
Excellence
We distinguish ourselves through our strong commitment to improve and to inspire.
Responsibility
We commit to fulfil the travel and tourism needs of the students, the interested parties and the
environment through our work, maximizing the company’s resources.
Loyalty
We are reliable and trustworthy in all our relationships.
Respect
We encourage harmony and warmth between persons, considering and respecting human diversity.
Readiness
We are prompt, proactive, careful and compassionate in our daily tasks.
Our Managing Policy
Our company is committed to promoting Australia as both a tourist and education destination, offering
comprehensive and innovative solutions to satisfy our clients’ needs, seeking to exceed their expectations,
within the framework of quality, responsibility, equity and a sustainable development.
We will achieve this by:
• Continuously improving our management system

• Controlling the environmental impact of our activities and services
• Supporting local communities through socio-economic initiatives and life culture preservation
• Carrying out actions to promote equal opportunities
• Complying with legal requirements, regulations and company’s policies and procedures, and
• Fulfilling our own organisational goals and objectives
VISION, MISSION AND VALUES
THE NAJA GROUP OF COLLEGES
VISION
The Naja Group of Colleges will be the leader in the provision of high-quality educational programs
that encourage excellence, promote critical thinking, develop autonomous study skills and foster
lifelong learning for tertiary bound students.
MISSION
The Naja Group of Colleges provides a wide range of flexible educational opportunities for both
local and international students. Relevant and unique curriculum is created through a rigorous
process of review and development, often conducted in partnership with Australian universities.
Programs are delivered in a supportive adult environment by dedicated staff using world-class
facilities and learning technologies, providing diverse pathways to further education or
employment.
VALUES
Learning
A positive approach to lifelong learning and an understanding that all students have the capacity
to gain knowledge and skills and to enjoy learning.
Excellence
A commitment to excellence in academic and social achievement by both staff and students.
Integrity
High expectations for staff and student conduct, including honesty and trust worthiness in all
activities.
Equity
Inclusive practices to meet the diverse needs of students and to achieve the best possible
outcomes for all. A workplace and learning environment that is safe and free of
discrimination, abuse or exploitation.
Respect
Behaviour, language and actions that demonstrate a high regard for self and others.
APPENDIX 2: INCIDENT REPORT REGISTER – SEP. 2017
Incident Report Register
Register Details
From Date: 01/09/2017 To Date: 30/09/2017 Department: NGC Travel and Tourism
Date Time Incident Result of Incident Possible Reasons
02/09/2017 01:17 PM 4-wheel Drive 3 ran out of fuel Day Sight Seeing Trip delayed 2 hours Driver error / neglect
02/09/2017 05:00 PM Client complaint – poor food hygiene Client complaint Poor packing
02/09/2017 05:00 PM Client complaint – Delay in trip Client complaint Driver error / neglect
03/09/2017 08:00 AM Bus 1 Air-conditioning failure Upset clients Poor maintenance
03/09/2017 05:00 PM Client complaint – Air Condition Failure Client complaint Poor maintenance
09/09/2017 02:41 PM 4-wheel Drive 3 ran out of fuel Day Sight Seeing Trip delayed 1.5 hours Driver error / neglect
09/09/2017 05:00 PM Client became sick after eating lunch Client complaint Poor packing
16/09/2017 05:00 PM Client complaint – Delay in trip rushed Client complaint Poor time management
17/09/2017 04:19 PM 4-wheel Drive 3 ran out of fuel Day Sight Seeing Trip delayed 1.5 hours Driver error / neglect
17/09/2017 05:00 PM Client complaint – Offended by driver Client complaint Driver error
APPENDIX 3: INCIDENT REPORT REGISTER – NOV. 2017
Incident Report Register
Register Details
From Date: 01/11/2017 To Date: 30/11/2017 Department: NGC Travel and Tourism
Date Time Incident Result of Incident Possible Reasons
11/11/2017 05:00 PM Client complaint – No Air Conditioning Client complaint Poor maintenance
19/11/2017 03:00 PM Client complaint – Engine Failure Day Sight Seeing Trip delayed 3 hours Poor maintenance
19/11/2017 05:00 PM Client complaint – Delay in trip / stranded Client complaint Poor maintenance
APPENDIX 4: NGC WEEKEND DAY TRIP ROSTER
WEEKEND ROSTER
FROM DATE: 01/09/2017

TO DATE: 30/09/2017
TRIP: Blue Mountains Day Trip
TIME SATURDAY SUNDAY

Pick Up Snacks – Ashton Cruz Pick Up Snacks – Ashton Cruz
7:00 AM Pick Up Deserts – Ashton Cruz Pick Up Deserts – Ashton Cruz
Pick Up Lunch – Ashton Cruz Pick Up Lunch – Ashton Cruz
Drive off from North Sydney Campus Drive off from North Sydney
8:00 AM
Ashton Cruz Campus Ashton Cruz
9:00 AM
Morning Tea at Bilpin Apple
Morning Tea at Bilpin Apple Cottage
10:00 AM Cottage
Ashton Cruz
Ashton Cruz
Arrive at Echo Point (Three
Arrive at Echo Point (Three Sisters)
11:00 AM Sisters)
Ashton Cruz
Ashton Cruz
Organise Scenic Railway Ride Ashton Organise Scenic Railway Ride
12:00 NOON
Cruz Ashton Cruz
01:00 PM Lunch – Ashton Cruz Lunch – Ashton Cruz
Organise Scenic Cableway Ride Organise Scenic Cableway Ride

02:00 PM Organise Scenic Skyway Ride Ashton Organise Scenic Skyway Ride
Cruz Ashton Cruz
03:00 PM Afternoon Tea – Ashton Cruz Afternoon Tea – Ashton Cruz
04:00 PM
Arrive Back at North Sydney
05:00 PM Arrive Back at North Sydney Campus
Campus
APPENDIX 5: BUS DRIVER APPRAISAL
BUS DRIVER APPRAISAL
NAME: Ashton Cruz EVALUATION PERIOD: Q1 - 2017

POSITION: Tour Bus Driver CAMPUS/DEPARTMENT: North Sydney
EVALUATOR: Sarah Quin DATE: 10 April 2017
EATING SCALE
E Exceeds expectations Performance exceeds expectations
P Proficient Performance meets expectations
I Needs improvement Performance does not meet expectations, but pass
N/A Not applicable Performance is not expected
U Unsatisfactory Performance not accepted
Directions: Use the above descriptors to rate each skill. Determine the overall job performance by
reviewing all ratings.
GENERAL COMMENTS:
Frequently runs out of fuel.

Frequent complaints about delays in trips
Frequent complaints about food hygiene
Need to report equipment failure.
Overall Performance Rating ( Check one )
E P  I U
This evaluation has been discussed with me by my supervisor. I have read and received a copy
of it.
Evaluator Sarah Quin Employee Ashton Cruz
Signature Signature
Date 10 April 2017 Date 10 April 2017
APPENDIX 6: SURVEY RESULTS
NGC STAFF SURVEY RESULTS
1. What do you like most about working for this organization?
• The people I work with and the people I work for.

• The goal-oriented atmosphere and the drive of the company to grow.
• Seeing students get a great experience with their time with us.
• The feeling that what I do on a day to day basis has a direct impact on our company and its success.
2. What do you like least about working for this organization?
• Unstructured performance review.

• Not enough training.
• Not enough communication between staff and management.
• Not rewarded or recognised for my efforts.
• Asked to do things above and beyond my job description.
• Lack of flexibility in working hours.
• Technical and mechanical issues (bus air-conditioning) are not fixed on a timely manner affecting the
outcome of the service and other activities involved
• Quality of products provided by other suppliers.
• Not enough staff to carry out duties
3. What causes you the most stress or frustration at work?
• Disorganised processes, not consistent with managerial decisions.

• Too much work.
• Not always clear what my role is.
• Not having enough time to do my work properly.
• Suggestions and feedback not taken on board.
• Lack of action to resolve issues.
• Being blamed for an outcome that I cannot control.
4. If you were the CEO of this organization, what would you do differently?
• I would set clearer goals and rewards for my staff.

• Establish better communication channels to address issues and resolve them immediately
• Lay out a vision, give clear expectations and job descriptions to each person and "let go" so the business runs
in an efficient manner as possible.
• Give timely and effective feedback.
• Employ more staff as needed by the organisation.
• Introduce flexible working arrangements.
5. What is it about this organization that causes you to give more than what’s expected (or necessary to keep
your job)?
• I want to see the company succeed.

• I want to keep my job.
• I want to be recognised.
6. What about this organization causes you to withhold an extra effort?
• My specific role within the company does not tap into my full potential.
• Seeing a lack of effort from others.
• Lack of flexibility in working arrangements.
• Lack of support from team members.
7. What gets in the way of teamwork and/or cooperation in this organization?
• People who do not make the effort to listen and understand suggestions and feedback.
• Procedures that are set up for very good reasons, but not followed.
• Managers that are not available when you really need them because they are often busy.
• Lack of motivation to put an effort because everyone else is slacking.
8. What could be done to improve teamwork and cooperation?
• People need to be trained properly.

• Better communication and cooperation throughout the whole company.
• Processes needs to be changed.
• Hire additional staff to help with the work load and rostering.
• Promote a healthy work-life balance.
• Address issues and concerns in a timely manner.
• Give fair, honest and constructive feedback for improvement.
• Establish rewards and incentives to recognize hard work done.
APPENDIX 7: INTERVIEWS AND FEEDBACK FROM STAFF MEMBERS
Interview 1
Name: Ashton Cruz
Position: Bus Driver (weekend)
Number of years in role: 2 years
Job Description:
• Drive tourists on day trips to scenic destinations around Sydney on weekends
• Arrange for places to stop for breaks and meals
• Serve all snacks, deserts and meals
• Clean up after all breaks and meals
• Look after the maintenance of the bus
• Provide excellent customer service Advantages of the role:
• Travel
• Customer interaction Challenges of the role:
• Early start time
• I have to organize everything from beginning to end
• Not enough support provided for technical issues
• Not enough support after providing feedback to managers
Interview 2
Name: Sarah Quin
Position: Department Manager Job
Description:
• Manages a small team that serves 400 students per month
• Provides performance review to team members when necessary
• Induction and training
• Rostering
• Conducting meetings Advantages of the role:
• Looking after and managing a small team Challenges of the role:
• 7 days of work
• Need to stay back hours to finish work
• Not enough staff to cover shift when someone else is on leave or sick
• Feels that there is not enough commitment from staff members
Interview 3
Name: Noelle Rama
Position: Receptionist
Job Description:
• Data entry for the department
• Meeting and greeting clients
• Keeping the reception area tidy
• Answering and forwarding phone calls
• Screening phone calls
• Sorting and distributing post Advantages of the role:
• Interacting with clients Challenges of the role:
• Working for 7 days
• Working weekends, no work-life balance
• Feels demotivated because there’s not enough support from management
Interview 4
Name: Natalia De Suza
Position: Travel Agent
Job Description:
• Organize travel arrangements for students
• Liaise with the bus driver for schedule
• Addressing customer issues Advantages of the role:
• Coordinate with stakeholders for the planning and execution of the tour Challenges of
the role:
• Working 7 days
• No work life balance
• Old and inefficient systems
• Frequently caused disruptions and confusion with student bookings due to data entry
mistakes • Complaints from the students about day trips
Interview 5
Name: Sorin Blaga
Position: Travel Agent
Job Description:
• Organize travel arrangements for students
• Liaise with the bus driver for schedule
• Addressing customer issues Advantages of the role:
• Coordinate with stakeholders for the planning and execution of the tour Challenges of
the role:
• Working 7 days
• No work life balance
• Old and inefficient systems
• Frequently caused disruptions and confusion with student bookings due to data entry
mistakes • Complaints from the students about day trips
APPENDIX 8: BRIEFING REPORT TEMPLATE
NAJA Group of Colleges Travel and Tourism Briefing Report

(Remove the description under the headings)
Introduction
A brief introduction of the rationale for creating the report.
State the purpose of the report.
Organisational goals and quality assurance initiatives

What are the organizational goals and quality assurance initiatives based on the case study for NAJA Group of
Colleges Travel and Tourism Agency?
Findings
Reflection of internal and external business information.
Identify and analyse workplace problems from an operational, frontline and customer service
perspective.
Recommendations and proposed actions

List a number of recommendations, proposed actions and strategies to address operational priorities.
List a number of short-term actions to resolve immediate problems where appropriate.
APPENDIX 9: OBJECTIVES VS ISSUES TEMPLATE
Objectives Vs Issues
Identified Issue Related Organisational Goal Remedial Action Required
We strive to be the travel

services’ industry benchmark by Review relevant policy
Complaints about trip delays offering a full range of fast, Train relevant staff
reliable, cost-effective and Monitor employee performance and adherence
highquality services
APPENDIX 10: TASK PRIORITISING TEMPLATE
TASK PRIORITISING
PRIORITY TASK
10
11
12
13
14
15
EISENHOWER MATRIX
URGENT NOT URGENT
IMPORTANT
• Wildly important goals • Wildly important goals

• Vital customer call • Planning
• Major deadline • Continuous improvement
• Last-minutes assignment from boss • Professional development
• Pressing problem • Coaching and mentoring
• Crises • Win-Win performance agreement
NOT IMPORTANT
• Too many objectives

• Unimportant meetings • Workplace gossip
• Meaningless reports • Aimless internet surfing
• Needless interruptions • Time-wasters
• Low-priority email • Irrelevant phone calls
• Other people’s minor issues
APPENDIX 11: WORK DELEGATION TEMPLATE
WORK DELEGATION
Person Delegating the Task:
To Whom the Task Is delegated:
Task Delegation Date:
TASK DETAILS
Task delegated:
-
-
-
Task Description:
-
-
-
Deadlines:
-
-
Key Performance Indicators:
-
-
-
-
Rules to Follow:
-
-
-
-
Required Resources:
-
-
-
-
Consequences for failure:
-
-
Review Date:
APPENDIX12: TRAINING / INFORMATION SESSION OUTLINE TEMPLATE
Training / Information Session Outline
Date: DD/MM/YYY
Area: Common Room
Time: 10:00 AM – 05:00 PM
SPEAKER(S): [Bachar Naja]
TIME SESSION DURATION
10:00 AM [Introductions and Welcome] 05

Minutes
10:05 AM [Introduction to…] 05
Minutes
Speaker: [Bachar Naja]
[Point 1]
[Point 2]
10:10 AM Second Session Description 15
Minutes
Speaker: [Bachar Naja] [Point
1]
10:25 AM Discussion / Q & A 05
Minutes
10:30AM Third Session Description 90 minutes
Speaker: [Bachar Naja]
[Point 1]
[Point 2]
[Point 3]
[Point 4]
[Point 5]
12:00 PM Discussion / Q & A 30
Minutes
12:30 PM Lunch 45
Minutes

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SITXMGT001 Monitor work operations

Learner Assessment Pack

SITXMGT001 Monitor work operations.

ELEMENT PERFORMANCE CRITERIA

o delays and time difficulties o difficult

o performance reports o staff records.

• work organisation and planning methods appropriate to the industry sector

o relationship between operational efficiency and financial sustainability o

o clear communication of what is required

o relationship of relevant industrial awards to hours and conditions of work

Assessment must ensure access to:

AQF SPECIFICATIONS FOR ASSESSMENTS

ACSF SPECIFICATIONS AND FOUNDATION SKILLS

The student will have access to the following:

UNIT ASSESSMENT PLAN

Evidence recorded Evidence Type/ Method of assessment

Unit Assessment 1 Unit Knowledge Assessment (UKA)

The three stages of work operation are:

3.Staffing: Organizing the staff to carry out the task.

The four processes to resolve the quality issue in workplace:

a) relationship between operational efficiency and financial sustainability: When an organization

1.Identify and assign the person to delegate the work.

The function of coaches and mentors are:

1.Present work performance of all employee

2.Satisfaction on current job position

5.Team coordination and collaboration

3.Inapporiate interpersonal relationship: In workplace, there may be problem of interpersonal relationship

The three administration documents that should be submitted in industry are:

2.Record of equipment and supplies used in work performance

3. Work delegation to individual employees

2.Poor products and services delivered to different customers.

3.Lack of follow up to customer complaint.

4.Unavailable or out of stock

5.Attitude and behavior of customer department employees

4. Administer policies fairly and consistently.

5. Handle protected employees.

The two questions, to solve the problem of customers are:

2.What do you think we should do to solve the problem?

2.Finance Manager: He has to manage all the financial statement of an organization

4.Waiter: prepare a delicious food products and deliver to customer

The four principles of time management are:

STUDENT TO COMPLETE AND SUBMIT

o delays and time difficulties o difficult

o performance reports o staff records.

• Appendix 1: The Naja Group of Colleges case study, including:

Among the services provided by NGC Travel and Tourism are:

PART 1: MONITOR EFFICENCY AND SERVICE LEVELS

The Board of Directors The Naja Group of Colleges.

Part 1 Task 1: Your assessor will be looking for:

Subject: Information about causes of decline in revenue

Dear Sarah Quin,

Part 2 Task 1: Your assessor will be looking for:

Report on NGC Travel and Tourism:

1.Bus Driver: No enough support from technical support

2.Department Manager: Has to perform over time

3.Receptionist: No life balance

4.Travel Agent: No life balance

Identified Issue Related organizational Remedial Action Required

PART 3: PLAN IMPLEMENTATION OF RECOMMENDATIONS AND WORKFLOW

• For this task you are to

Part 3 Task 1: Your assessor will be looking for:

• Evidence of prioritising work.

Person delating the task: Operational Manager

Task Delegation date: 25th March, 2022