Assessment Tasks and Instructions

Student Name Shreejana shrestha

Student Number 11577766
Course and Code
Unit(s) of Competency and Code(s) SITXMGT001 Monitor work operations
Stream/Cluster
Trainer/Assessor david

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
24 august
Signature shreejana Date
2022

2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable
Name

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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
RTO to complete

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 Resource Requirements
Pen, Paper or computer.

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: Date: / /201

Extension – Date:    /    /
This assessment: First Attempt 2nd Attempt
  
RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory
Feedback to Student:

Date    /    /
Assessor(s) Signature(s):     
:
Date    /    /
Student Signature     
:

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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.
1. Organizing: Setting aside and organising for the completion of the scheduled duties.
2. Staffing: Assembling a enough number of qualified individuals to do the required
responsibilities.
3. Controlling, observing, and evaluating: Ensuring that the procedures are followed in
order to accomplish the objectives.

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?
Instead of a yearly assessment, monitoring work should be a continuous activity.

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?
Monitoring activities should be an ongoing endeavour rather than a yearly evaluation.

Question 4
List 3 ways to identify quality problems with your service.
1. Your workers can identify service issues
2. Your employees can identify service issues; you could notice some of them yourself;
your suppliers can offer feedback; and your customers will identify any issues.
3. Incorporate external input from suppliers and visitors into your monitoring methods in
addition to internal feedback from your team and other stakeholders.

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 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. Using and incorporating technology into processes.
2. Administrative guidelines and practises
3. Security concerns and WHS
4. Remaining updated with industry trends and best practises

Question 6
How can encouraging a culture of open communication and innovative thinking help you
improve efficiency and service levels?

Find innovative ideas or methods that can enhance service, reduce time, and generate more
revenue. Propose improved or novel methods of doing things.

Question 7
List 3 ways to identify current and emerging trends in your industry.
1. Trade events
2. Client comments
3. Joining an organisation for your 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. Social terms
2. Economic terms

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 Question 9
What is the purpose of having a logical, well defined workflow?

A logical workflow will help you manage your time so that your procedures get completed.
effectively and in the proper sequence.

Question 10
List 3 business benefits of having an efficient and effective workflow?
1. Determine the intended outcome.
2. Establish the procedures required to attain the goal.
3. Choose who needs to be a part of the procedure.

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. To whom would you assign the task?
2. Describe the position or assignment to the selected employees.
3. Describe the selection process.

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. Lay down the precise procedures that must be followed.
2. Establish a task hierarchy, especially when the achievement of one activity depends on
the accomplishment of another.
3. Give an exact date by which the job will be finished.

Question 13
Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3
functions of coaches or mentors.
1. Establish realistic learning targets with team members and individuals.
2. Guide and monitor performance. 3. Provide specific and helpful feedback for skill
improvement.
3. A lot of organisations have formal systems in place for knowledge and expertise
sharing.
4. People may view their team leader or manager as a mentor who may offer advice and
assistance when needed.

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. Give credit where credit is due.

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 2. Give constructive criticism.
3. Explain reasons for doing specific thing.

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. If your changes to people's roles and responsibilities
2. Employees might not like having their tasks transferred or removed.

Question 16
List 5 aspects of staff behaviour or productivity that you should monitor.
1. Quality of work
2. Quantity of work
3. Attention to details.
4. Conformity to SOPs
5. Punctuality

Question 17
What are 4 common signs that there may be some performance problems or issues you might
need to deal with?
1. Absenteeism.
2. Time wasting
3. Tardiness
4. Reduced productivity

Question 18
How can simply sharing what you know to staff members improve the performance of the
business?
You may enhance each employee's effectiveness by just sharing what you know.
The work culture, morals, and ethics of the teams they oversee are significantly influenced by
supervisors and frontline managers.

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. Call the group together, such as the service team.

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 2. List the issues.
3. Encourage everyone to share their thoughts on potential changes.

Question 20
List 3 types of administration documents or workplace records you might need to complete
and submit in your industry.
1. Requirements for licences
2. Work schedules and breaks,
3. Accounts reconciliation and financial records.

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 Question 21
List 5 types of customer service related problems from your industry that would require your
attention as a supervisor.
1. Poor record-keeping
2. Under- or over-staffing
3. Non-payment or other financial irregularities
4. WHS and security issues
5. Food safety breaches

Question 22
List 5 common management problems or issues that you as a supervisor, may deal with on a
regular basis.
1. Service delivery failure
2. Safety concerns
3. Quality concerns
4. Staffing levels
5. Dissenting staff

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?
 Offer him a voucher.
 Give him a free drink.
 Give them some complementary food.
 Check him into another room which is available.

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 Question 24
Considering the previous scenario.
What is a possible long term action you could take to resolve the problem?

 Confirm bookings with customer a few days before

 Train staff and have procedures to be followed.
 Get supervisor to sign off bookings.

Question 25
What is the advantage of involving staff in the decision making process?
Their sense of worth rises, and they are proud of the contribution they have made to the
organisation. Including many viewpoints enables you to have a wide range of thoughts and
viewpoints on whereby a choice should be made.

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.
1. Have you tried to fix the problem?
2. Has this problem occurred before?

Question 27
How often should you review decisions you have made to see if they are still effective?
We should review on a regular basis.

Question 28
Give an example of industrial awards or conditions in your industry, that may affect how you
roster staff, etc.

 Casual employees' minimum shift lengths

 The longest shift that can be worked.
 Rest periods in between shifts.

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  Number of times staff members need to take breaks..

Question 29
Name a website could you use as a reference to check the awards and conditions of your
workplace.

Fairwork.gov.au

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:

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

MANAGEMENT POSITION 2:
Head chef

TASKS AND REQUIREMENTS:

 Delegate tasks to other staff
 Organise menu
 Does

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 POSITION 3:
Restaurant manager

TASKS AND REQUIREMENTS:

 Hiring restaurant staff
 Developing menus
 Serving restaurant guess
 Overseeing food quality

POSITION 4:
Supervisor

TASKS AND REQUIREMENTS:

 To supervise, coordinate and train food and

 beverage staff
 Ensure a high level of customer service is delivered to guests.

Question 31
List 4 principles of time management.
1. Set aside time to plan.
2. Set priorities.
3. Allocate time according to importance.
4. Stick to your schedule.

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