SITXHRM006 Monitor staff performance

Assessment 1 – Case Study

Monitor staff performance and provide feedback.
Scenario:

You are employed as the assistant manager of Pax Café and licenced restaurant. The General Manager has
mentioned to you as the Assistance Manager that restaurant has been receiving a larger than usual number of
complaints from staff. The range of complaints includes the following:

 Delays in meals making it to the table especially large tables of guests

 Food not hot enough when it reaches the table
 Waiters and waitresses’ not attending customers in a timely manner

The general manager reports that he is concerned about a number of areas within the business relating to staff
and performance objectives these include the following:

 Adherence to procedures
 Cost minimisation
 Customer service standards
 Level of accuracy in work
 Personal presentation
 Productivity
 Punctuality
 Response times
 Team interaction
 Waste minimisation

As the assistant manager you decide to prepare a staff meeting to discuss the possible issues that could be causing
these problems. As part of your preparation you decide to consider some potential causes as well as some
solutions so that your performance management meeting will be far more effective and give results for all parties.
In the table below prepare a detailed response for each of the issues and describe a possible cause and a matching
solution.

Student copy
Assessment booklet -SITXHRM006 Version 4.20 Copyright Pax Institute CRICOS No. 03152D RTO No. 22207 Page 1
 SITXHRM006 Monitor staff performance
Reasons for delays in meals making it to the table Possible solutions
 Lack of adequate kitchen staffs.
 Large amount of customer requests at the
same time.
 Unavailability of certain ingredients for the
recipe in sufficient amount.
 Problems in kitchen equipments.
Reasons for food not being hot enough
 Heat cannot be retained for a lengthy
amount of time by existing utensils and
equipment.
 Some food items were prepared ahead of
time, but they were not kept warm.
 Inefficiency among employees throughout
the food preparation and delivery process
to the customer
Reasons for Waiters and waitresses’ not Possible solutions
attending customers in a timely manner
 Lack of front of the house staffs.
 Unskilled employees or negligence of staffs.
 Hiring some additional employees
especially for the kitchen area.
 Making and serving some snacks that
everyone will enjoy while waiting for their
ordered food to arrive.
 Checking the stock of ingredients in store
on a regular basis can help to avoid
needless delays in meal preparation.
 If the kitchen appliances aren't operating
correctly, investigate why this is
happening and what we can do to
remedy it.
Possible solutions
 Fix faulty appliance parts and perform
periodic maintenance on the equipment.
 We can retain food warm in our oven,
stove, or even microwave until any
customer orders come while the Chef
finishes each dish.
 Every day, provide new goals to keep
employees motivated.
 Create basic tasks and schedule the
necessary employees as the first step in
reducing wait times. And if feasible, hiring
some extra employees would help
significantly.
 Proper training should be provided to
every employee before starting any job.

Reasons for staff notadhering to procedures Possible solutions

 Lack of confidence in the process results in
internal conflict or cognitive dissonance
since what you think and what you hear
contradict each other.
 Unable to understand how their efforts
affect customers
Student copy
Assessment Booklet SITXHRM006Version 4.20 Copyright Pax Institute
 When employees fail to follow
procedures, communication can persuade
them of the need of doing so.
 Create processes in collaboration with
employees so that they are aware of the
impact of their job on customers and feel
a sense of ownership.
CRICOS No. 03152D RTO No. 22207 Page 2
 SITXHRM006 Monitor staff performance
 Taking care of variations asked by
customers Employees will ultimately
deviate from the strategy in order to help a
client who is not affiliated with the
organization.
Reasons for high food costs
 Food cost estimate might rise due to an
incorrectly recorded invoices or a missed
stock count.
 A large number of components were
utilized, resulting in material waste.
 Poor reception techniques lead to
excessive costs.
Reasons for a drop-in accuracy at work
 Low workplace efficiency is sometimes
based on a lack of adequate employee
training.
 Employees do not have a feeling of
belonging.
 Employees get de-motivated when they are
not rewarded for their efforts, which affect
their productivity.
Reasons for declining personal presentation
 Due to a lack of self-assurance and passion,
the majority of employees are unwilling to
engage in personal presentations.
 Lack of proper guidelines provided to the
employees in the case of personal
presentation.
Student copy
Assessment Booklet SITXHRM006Version 4.20 Copyright Pax Institute
 It should also include workarounds or
variations from the typical procedure.
Possible solutions
 Check to see whether there's adequate
follow-up to figure out what's causing the
discrepancy between the actual and ideal
food costs.
 Utilizing a waste management system to
include data such as dishes returned,
kitchen failures, and broken items.
 The receipt cycle avoids time and money
loss. Also, check for and verify the
purchase requisition on the order form.
Not only should you look for the presence
of anything, but also the weight and
price.
Possible solutions
 Plan enough training sessions for both
new and existing employees to ensure
that they meet the restaurant's current
requirements.
 Before hiring somebody, we should
convey our restaurant's values and
principles so that everyone knows and
will follow them in the future.
 Simply utilizing complimentary terms like
"well done," "great work," and "thank
you" may make a restaurant's employees
feel valued.
Possible solutions
 Motivate employees and give information
to assist them in developing great
personal presentation abilities and
talents.
 Establish frequent stand-up sessions to
guarantee that employees have
impeccable personal hygiene and
grooming in order to attract consumers
during personal presentations.
CRICOS No. 03152D RTO No. 22207 Page 3
 SITXHRM006 Monitor staff performance
Reasons for a significant decrease in productivity
 Not well defined objectives.
 When there are no opportunities for
promotion for employees, there is a loss of
enthusiasm, lower output, and higher
personnel turnover.
Reasons for a decline in punctuality from staff
arriving for shifts
 There are no policies in place for workers
who show late at work.
 Lack of digital monitoring mechanism to
track employee check-in and check-out
times on a daily basis.
 The daily schedule is unknown to the
employees.
Student copy
Assessment Booklet SITXHRM006Version 4.20 Copyright Pax Institute
Possible solutions
 When we identify objectives for our
employees or teams, we must verify that
they are consistent with company-wide
initiatives. Employees must be included in
goal-setting discussions.
 Rather than waiting for the yearly
evaluation, check in with your employees
on a frequent basis. Try to be upfront
about your employees' chances for
promotion; discover their needs and
skills; and present them with positive
feedback to help them learn and
progress.
Possible solutions
 Make the rules as clear and uniform as
possible. Penalties should be imposed for
being late.
 Get a clock that permits employees to
punch in and out and keep that record on
a daily basis.
 Schedule an early morning team meeting
so that everyone may participate without
delay.
CRICOS No. 03152D RTO No. 22207 Page 4
 SITXHRM006 Monitor staff performance

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work, and it has not been copied from any person or Signature:________________________
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conducted a fair, valid, reliable and
flexible assessment with this student, Signature: ____________________________
and I have provided appropriate
feedback Date: ____/_____/_____

Student copy
Assessment Booklet SITXHRM006Version 4.20 Copyright Pax Institute CRICOS No. 03152D RTO No. 22207 Page 5