Assessment Tasks and Instructions

Student Name Rusha Pradhan

Student Number RC00000096
Course and Code
Unit(s) of Competency and Code(s) SITXMGT001 Monitor work operations
Stream/Cluster
Trainer/Assessor Ashleigh Caddell

Assessment for this Unit of Details

Competency/Cluster
Assessment 1 Short Answers
Assessment 2 Project
Assessment 3 Observations
Assessment conducted in this instance: Assessment 1 ☒ 2 ☐ 3 ☐

Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?

No ☐ No further information required

Yes ☐ Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete
☒ My assessor has discussed the adjustments with me
☒ I agree to the adjustments applied to this assessment
Signature Rusha Pradhan Date 13/3/2022

2nd Assessor to complete

☐ I agree the adjustments applied to this assessment are reasonable
Name Ashleigh Caddell

Page 1 of 18
 Signature Ashleigh Caddell Date 14/03/2022
Assessment Guidelines

What will be assessed

The purpose of this assessment is to assess your underpinning knowledge to complete the
tasks outlined in the elements and performance criteria for this unit of competency and
relating to the following aspects:

● 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.
Place/Location where assessment will be conducted

Resource Requirements
Pen, Paper or computer.

Page 2 of 18
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you
with instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness.
Your trainer will provide you with feedback and the result you have achieved.

Statement of Authenticity
☒ I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals
☒
were explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I
☒ have acknowledged or referenced all sources of information I have used for the purpose of
this assessment
Student Signature: Rusha Pradhan Date: 13 / 3 /2022

First Attempt ☒
Extension ☐ – Date: / /
This assessment: 2nd Attempt ☐

RESULT OF ASSESSMENT Satisfactory ☐ Not Yet Satisfactory ☐

Feedback to Student:

I am pleased to advise you have been marked satisfactory for this assessment. well
done and keep up thee good work.

Date
Assessor(s) Signature(s): Ashleigh Caddell 14/03/2022
:
Date 13 / 3 /
Student Signature Rusha Pradhan
: 2022

Page 3 of 18
Assessment 1

Your task: Answer the following questions. Each question must be completed.

Question 1

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

The three stages are:

a. Planning work operations through observing efficiency. staffing and customer
service levels through close contact with day-to-day operations.
b. Monitoring the ability to identify quality problems and issues and make appropriate
changes in the existing system by consulting with the workplace supervisor or
management team
c. Reporting through the participation in healthy conversations and discussions to
provide feedback to colleagues and management team to enhance customer service
experiences and quality

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?

The monitoring should be done continuously in the workplace. The process of monitoring
can be followed as per organizational plans and policies such as induction process,
during conflicts and dispute resolution, maintaining Work health and safety,
identifying and resolving risks and hazards and communicating to the colleagues.
Again, these may be defined and different depending upon set standards, however as
a supervisor monitoring the expected service provisions of the staff should be done
while the work is being done.

Question 3

Page 4 of 18
Once workflows have been established, what should you do to determine whether the
workflows you have implemented are in line with achieving organisational goals?

In order to ensure that the implemented workflows are in line with achieving
organizational goals, following things can be done:
a. Monitor documents such as roster, employee sheets, staff reports, daily logs,
performance reports, reported risk forms, complaint forms, suggestions and feedback
b. Conduct a survey, discussion and a feedback giving process within the organization
c. Define Key Performance Indicators (KPIs) by breaking down the organizational goals
into checkpoints or monitoring few metrics such as sales, number of new customers
etc.
d. Train staffs, conduct audit and routine maintained of the machines
e. Identify risks and try to address them based on their likelihood or impact
f. Assess workload and delegate responsibilities properly

Question 4

List 3 ways to identify quality problems with your service.

1. WHS Checklists, Risk Register and customer complaint file are some of the documents
that helps to identify the area where the standards are not met and problems lie.

2. Communicating with the staffs and stakeholders through discussions, survey and
feedback processes can also identify the problems that exist in the service.

3. Conducting assessments, customer survey and monitoring methods such as SWOT

analysis, sales data metrices, KPIs will also help to identify the problems.

Page 5 of 18
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.

1. Work Health and Safety Procedures, Hazard and Risk Identification Policies

2. Fair Work Requirements

3. Networking, Staying relevant to industry trends

4. Industry Standards and Practices

Question 6

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

The culture of open communication helps in many different ways. First, it ensures that
there is no discrimination and every one is inclusive in exchanging information to the team.
Active listening and open communication helps to build effectiveness by being more
emphatic, knowing each other work process and so on. Similarly, Innovative thinking helps
employees to stay motivated on the job. This ensures that an effective feedback collection is
being done and problems are being collected in a proper manner. Employees can present
their ideas and solutions to the existing solutions.

Question 7

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

1. Networking and Events helps to meet the people who have similar interests in your
industry. The meet and greet can also happen online. Having conversations with other
people helps to stay relevant and find new things happening in the industry,

Page 6 of 18
 2. Competitors Analysis by keeping close observations helps to identify any trends early
on and to solve problems by observing how others are doing it. To start with, online
social media accounts could be a great place to start with.

3. Customer analysis helps to communicate with customer to better understand their

needs and expectations. Shifting the focus and evolving the business by constantly
engaging with the customers helps to identify current and emerging trends in the
industry.

Question 8

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

1. Workflow of operations, performance, monitoring and reporting system helps to

define the requirements, identify important metrics and indicators, fixed costs,
suppliers and targeted markets and better take management decisions.

2. Hazards and Risk Identification and Management helps to create a stable process that
identifies, categorizes and take appropriate actions to the risks. Maintaining risk
register, risk identification matrices are some of the ways we can have better risk
solving strategy.
Economic sustainability
Social sustainability

Page 7 of 18
Question 9

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

The purpose of having a logical and well defined workflow is:

a. To identify the project details, budgets, scope, possible risk in the
project/process/services
b. To define expectations, job roles and responsibilities and align the team with business
objectives
c. To gather requirements and conduct research in an effective manner
d. To easily monitor the progress of the business
e. To have an effective documentation process of cash flow, risks, KPIs, and such

Question 10

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

1. The requirements, scope, possible obstacles, responsibilities are defined early on the
project and hence business goals are met accordingly.
2. It helps to maintain WHS requirements and identify hazards and risks as soon as they
are identified
3. An efficient and effective workflow builds the efficiency of the team by the effective
measurement of performance and taking better management decisions in right time.

Question 11

‘Considering the task to be delegated’ is the first step in the delegation process. List 3 more
steps in delegating work or job tasks to staff.

1. Defining the objective and scope of the task and areas that might be impacted by the
task
2. Providing employee’s trainings and practical demonstration as required

3. Collecting suggestions and feedback for continual improvements of the delegated

tasks

Page 8 of 18
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.

1. The timeline, rosters and staffing that gives accurate timings of the stakeholders
involved including staff, suppliers, supervisors

2. The scope and the objectives of the workflow process and the departments involved
in the meeting those objectives so that the priorities are known

3. KPIs and metrices that measures the performance of the workflow process to ensure
objectives are being met

Question 13

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

1. Setting relevant goals and objectives that align with employee’s personal
development plan ad to meet organizational goals

2. Resolving conflict that might arise due to challenging situations by clarifying, listening
and communicating i.e being a role model at times

3. Sharing experiences where in some cases past mistakes so that they are not repeated

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. Appreciations and rewards can help build a healthy competitive, and efficient
workflow

Page 9 of 18
 2. Recognizing efforts can help to stay staff more motivated on the job and providing
quality customer service

3. This will also help to collect feedback and increase participation in solving conflicts
risks and hazards

Question 15

You must keep management informed if the workflow you have designed impacts on staff.
What are 2 possible impacts implementing a new workflow may have on staffing
requirements?

1. Change in rostering and staffing and the scope of their work

2. Changes in the performance or productivity of the staff

Question 16

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

1. Consistency in the customer service

2. Communication with the colleague
3. Reporting to the supervisors, mise en place and end of the day procedures
4. Any change in behaviour or activity
5. Adherence to quality customer service, WHS and organizational procedures

Question 17

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

1. Increasing number of conflicts with the workplace among the staff members

2. Increasing number of complaints from the customers

3. Frequent WHS procedures violations

Page 10 of 18
 4. Decrease in sales and revenue

Question 18

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

When shared the past experience can build a foundation for new employees to be better
at the job. This will also create a healthier environment for active listening, asking for
advice and guidance and communication. Mistakes done in the past might not get
repeated and the overall performance of the business increases.

Question 19

Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List 3
ways you can make sure your brainstorming sessions are effective.

1. Staying relevant to the topic helps to be more focused and get deep into the idea we
are trying to brainstorm about.
2. Doing brainstorming in presence of the facilitator can help generate new ideas, share
them and validate them. This might also help other member on the team to challenge
or add into the idea.
3. Before, during and after the brainstorming it is wise to document and keep the record
of the ideas so that they are useful in the future.

Question 20

List 3 types of administration documents or workplace records you might need to complete
and submit in your industry.

1. Hazard and Risk Register

2. Roster, Timing sheets, and booking list

Page 11 of 18
3. Inventory list that provides the sourced, consumed, wasted and remaining stock

Page 12 of 18
Question 21

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

1. Any special request such as group bookings, change in the ingredients and dietary
requirements
2. Customers asking for a refund or discount where the payment is not done in full
3. Any delay in the service
4. When WHS policies are breached or is not maintained such as cleanliness
5. Hazard and Risks that arise during the service

Question 22

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

1. Conflict among the employees

2. Customers who refuse to abide by the organizational procedures
3. Failure to provide quality customer service due to lack of cleanliness or delays
4. Change in operation such as suppliers raising the price of the materials
5. Managing employees’ roster and timings

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?

The first step is to actively listening to the customer and to understand his problem. The
next step is to ensure that he is calm and listening. Then, we can explain the existing
organizational plans and procedures in his case. At the same time, we can ensure if
there is any record of the bookings, in booking register or logbook. We can also
confirm with the employees who was at the station a week ago. Employees should
provide the details of bookings to the supervisor every evening so, supervisor can also

Page 13 of 18
check his record book. If there is no record, the guest’s information is recorded and
the service is provided and to follow organizational procedures at every instant.

Page 14 of 18
Question 24

Considering the previous scenario.

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

The actions are:

a. Find the cause of the mistake
b. Consult with the employee in charge of the booking
c. Train employees to deal with similar situation in the future
d. Revise the organizational procedures
e. Take a prebooking fee as a deposit that confirms the booking
f. Ask the guest to fill the feedback form

Question 25

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

When staffs are involved in the decision making process:

a. This helps to understand the problem from different perspectives.
b. This also engages staff in effective communications
c. This helps to provide staff to provide quality service
d. This increases teamwork
e. This helps to raise multiple solutions to a same problem

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.

Page 15 of 18
 The two questions are:
a. What do you this about the particular problem so that we can understand this better?
b. What are your suggestions so that we can solve this problem?

Question 27

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

Often. Reviewing the decisions helps to measure the performance of the problem. This
can be done by discussions with staff, doing customer survey, observing KPIs, and sales. This
also helps to make future decision soundly and to take further decision if the previous
decision was not properly implemented.

Question 28

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

The awards are paying extra wage when worked overtime, on Sundays and Saturdays and
on holidays. They can also be paid based on their level and grade. Similarly, Awards
can be different if they are full time or part time employees. Eg, A Level 3 Cook is paid
$22.46 under normal hours when working full time however, his rates are 125%, 150%
and 225% higher when working Saturday, Sunday and on holidays respectively.
Similarly, the rates vary when worked in the evening or night.

Question 29

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

Page 16 of 18
 The website of Fair Work Australia provides a list of awards and conditions that can be
applied in the workplace.

Question 30

For your department and your industry, list 4 job positions, and briefly describe the tasks and
requirements of each position. 2 of the positions must be management positions within your
sector (the positions must differ from the examples provided below)

For example:

Position Tasks and Requirements

F&B Manager Oversees bookings, training, budget, orders beverages
Restaurant Supervisor Ensures correct restaurant setup, service standards
Head Waiter Looks after sections of the restaurant

MANAGEMENT POSITION 1: Front Office Supervisor TASKS AND

REQUIREMENTS: Oversees the reception, delegation and communication of guests

MANAGEMENT POSITION 2: Clerical Supervisor TASKS AND

REQUIREMENTS: does office work, monitoring and control of the workflow

POSITION 3: Cook TASKS AND REQUIREMENTS:

preparation, cooking and serving of food and beverage

POSITION 4: Guest Service TASKS AND

REQUIREMENTS: responsible for quality customer service of products and services

Page 17 of 18
Question 31

List 4 principles of time management.

1. Divide the work into blocks and chucks to manage time and deadlines.

2. Keep the records of the time used and a tentative plan how the remaining project’s
timeline looks like.

3. Divide roles and responsibilities accordingly, plan the time before hand by discussing
with team members. Leave spaces for possible risks. Avoid time stealers such as calls,
meetings.

4. Constant review the goals, objectives and KPIs are met. Make sure that you do not
deviate from the goals.

Page 18 of 18