ASSESSMENT COVER SHEET

This form is to be completed by the assessor and used as a final record of student competency. All student submissions including any
associated checklists are to be attached to this cover sheet before placing on the student’s file. Student results are not to be entered
onto the Student Database unless all relevant paperwork is completed and attached to this form.

Student Name Student ID

Completion
Assessor Name
Date
Course Name Certificate IV in Commercial Cookery Course Code SIT40516

Unit Name Monitor work operations Unit Code SITXMGT001

FIRST ATTEMPT:  SECOND ATTEMPT: 

Result
Please attach the following student evidence to this form S = Satisfactory
NS = Not Yet Satisfactory
DNS = Did Not Submit

Assessment 1  S | NYS | DNS

Assessment 2  S | NYS | DNS

Final Assessment Result for this unit C / NYC

C = Competent / NYC = Not Yet Competent

Student Declaration: I acknowledge the assessment process has been explained and agree
Assessor Feedback:
to undertake assessment. I am aware of NIT’s appeals process, should the need arise. I also unde

I give permission for a copy of my marked work to be retained and reproduced for the purpose of review and validation.
Student Signature:
Date: //

Assessor Signature:
Date: //

Administrative use only

Entered onto Student Management Database 

Date Initials

ASSESSMENT COVER SHEET Nova Institute of Technology

SITXMGT001 Monitor work operations RTOID: 21984 CRICOS: 02856B
 Assessment Task 1
SITXMGT001 Monitor work operations
Written Test

Assessment Submission details:

1. Please include following details on the top of your assessment:

 Your Name
 Your Student Id
 Your Trainer’s name
 Title of your Assessment
 Assessment Due Date
 Actual Submission Date
Please Note: Any changes in the assessment due date must be approved by your trainer.

2. This assessment must be in Microsoft word format. Following settings should be made for this assignment
to keep consistency among all the assessments:

Body text Page setup

 Font: Times New Roman  Top: 2.54 cm

 Font size: 12 point  Bottom: 2.54 cm
 Line spacing: Double  Left: 3.17 cm
 Text style: Normal  Right: 3.17 cm
 Header: 1.25 cm
 Footer: 1.25 cm

3. Do not forget to attach the Cover Sheet at the front of the assessment.
4. Make sure you have signed the Cover sheet to declare this is your own work.
5. You can e-mail this assessment to your trainer’s e-mail address with following details:
In ‘subject’ mention your ‘student Id – Your name’.

Achieving Competence:
I’m

To be deemed competent in this assessment you must:

 Correctly address all of the assessment requirements as described in this task

 Correctly address all of the submission instructions
 Successfully complete the Assessment Questions
 Submit assessment on or before the due date with an assessment cover sheet

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 Performance objective:

You need to answer the entire questions using information given to you from class and from your course
material.

Assessment description:

You must provide a response to all questions in assessment Questions section.

Assessment Questions:

Checkpoint 1
Question 1: Indicate whether the following statements in regard to monitoring work operations are true or
false?

1. TH&E businesses depend on excellent yet cost effective staff and service provision in order ✓
True False

✓
to remain competitive
2. Staff must be inducted to ensure that they understand the desired standards.

3. Good managers will need to be able to inspire staff and lead by example ✓

4. You must monitor your staffs grooming, behaviour and productivity to ensure high quality ✓

✓
service.
5. Good managers will focus staff on desired behaviour, grooming and productivity

6. In the TH&E Industry, employees can usually wear what they like. ✓

Question 2: Place the following stages of monitoring work operations into the right sequence?
Controlling, monitoring and reviewing 5
Leading, directing and implementing 4
Organising 2
Planning and preparing 1
Reporting 6
Staffing 3
Question 3: List 5 grooming standards you should look at when monitoring staff?
•Neat and tidy appearance: Ensure that staff members have clean and well-groomed hair, including a neat hairstyle
that is appropriate for the workplace.
•Clean and pressed clothing: Staff should wear clean and pressed uniforms or attire that is suitable for their role and
follows any dress code guidelines.
• Proper hygiene: Employees should maintain good personal hygiene, including regular bathing, use of deodorant,
and brushing their teeth. Nails should be clean and trimmed
• Minimal or appropriate use of makeup and accessories: Depending on the industry and workplace policies, staff
should use makeup and accessories in moderation or as per the guidelines to maintain a professional appearance
• Attention to details: Pay attention to small details such as ensuring that uniforms or clothing are properly fitted,
shoes are polished and in good condition, and any necessary name tags or badges are worn correctly.

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 Question 4: How does appearance and grooming reflect on business in the TH&E industry?
In the TH&E (Tourism, Hospitality, and Events) industry, the appearance and grooming of employees have a significant impact
on the business. A well-groomed and neatly dressed staff conveys professionalism, enhances the brand image, and contributes to
guest satisfaction. It builds trust and credibility among customers and provides a competitive advantage in the industry.
Establishing grooming standards, training employees, and regularly monitoring their appearance helps maintain a positive and
professional image for the business

Question 5: Indicate whether the following statements in regard to monitoring work operations are true or
false?
True False

1. Negative word-of-mouth travels much faster than positive word-of-mouth. ✓

2. Your first impression must be friendly, positive, competent and reassuring. ✓

3. In order to achieve a high standard of personal grooming in your workplace ✓

you will need to do two things: set an example; and communicate

✓
expectations.
4. A good induction package will include the expected standards of dress and

✓
appearance.
5. Guests and fellow employees judge you only once they have spoken to you.
Question 6: Indicate whether the following statements in regard to grooming are true or false?
True False
✓
✓
1. TH&E staff should have well-kept hair and brush their teeth before service

✓
2. Fingernails should be well clipped, and no polish is allowed

✓
3. Perfumes must be of high quality and strength to cover any body odour

✓
4. Poor grooming should be managed through defined company policies
5. Good managers will focus staff on desired behaviour, grooming and

✓
productivity
6. Shoes should be clean, polished and in good repair
Question 7: List 5 common rules which would be part of standard operating procedures for answering phones?
• Promptly answer calls: Ensure that calls are answered within a specified number of rings or within a designated time frame to
provide excellent customer service and avoid keeping callers waiting.
•use a professional and courteous tone: Greet callers with a polite and professional greeting, using phrases such as "Good
morning/afternoon, [company name], how may I assist you?" Maintain a friendly and helpful tone throughout the conversation.
•Identify yourself and the company: Clearly state your name and the name of the company when answering the phone to
establish credibility and create a personalized interaction.
•Active listening: Listen attentively to the caller’s needs or concerns and ask relevant questions to fully understand their request
or issue. Avoid interrupting and provide clear responses or appropriate solutions
•Accurate message-taking: If the caller needs to leave a message, ensure that accurate and detailed messages are recorded,
including the caller’s name, contact information, reason for the call, and any specific requests or deadlines

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 Checkpoint 2
Question 8: What is the purpose of quality systems and Standard Operating Procedures? How are these helpful
for monitoring workplace procedures?
Quality systems and Standard Operating Procedures (SOPs) serve the purpose of establishing standardized processes within an
organization to ensure consistency, efficiency, and quality in work procedures. They provide a framework for consistent
practices, improve efficiency, ensure compliance with regulations, facilitate training and onboarding, enable monitoring and
evaluation of performance, and drive continuous improvement. Overall, quality systems and SOPs are essential tools for
maintaining consistency, improving productivity, and achieving high-quality outcomes in the workplace

Question 9: List 4 examples for attributes of a quality system?

•Documentation: A quality system should include well-documented processes, procedures, and guidelines that outline the steps
and requirements for carrying out various tasks or operations within the organization. This documentation provides clarity and
consistency in work procedures.
•Standardization: A quality system aims to standardize practices and ensure uniformity in how tasks are performed across the
organization. This includes establishing standardized methods, criteria, and performance indicators to maintain consistency and
achieve desired outcomes.
•Continuous Improvement: A quality system emphasizes the concept of continuous improvement by encouraging regular
evaluation and refinement of processes. It promotes a culture of learning, feedback, and innovation, aiming to identify areas for
improvement and implement changes to enhance efficiency, effectiveness, and customer satisfaction.
•Monitoring and Measurement: An effective quality system includes mechanisms for monitoring and measuring performance.
This involves the use of key performance indicators (KPIs), data analysis, audits, inspections, and other evaluation methods to
assess adherence to standards, identify deviations, and take corrective actions when necessary

Question 10: Indicate whether the following statements in regard to quality problems are true or false?
True False

1. Poor service is always due to the use of unqualified staff ✓

2. Identifying problems is solely the responsibility of the management team ✓

3. Debriefing sessions at the end of service is an ideal time to gather feedback from ✓
staff

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 4. Monitoring work operations requires that you have a sound understanding of ✓

✓
budgeting and the impacts of not meeting your budgets.
5. Stock control is a key quality control issue and should involve all operations

✓
where items are produced, handles and sold.
6. Monitoring production requires supervisors who are proficient in the skills and
techniques required to carry out the task in a timely manner.
Question 11: Indicate whether the following statements in regard to customer feedback are true or false?
True False

1. Return business and turnover are generic business indicators that provide valid ✓

✓
feedback
2. Customer feedback must be gained in writing as it is not reliable data if collected

✓
verbally
3. Staff feedback is always biased and therefore cannot be relied on for decision

4. Questionnaires are excellent for detailed feedback and should focus on product, ✓
making

5. Questionnaires should include the standard of product or service you delivered, ✓

service and value for money

your effectiveness in how you presented this to your customer, and whether the
customer is satisfied.
Question 12: Provide 5 examples of situations in a TH&E business which would require immediate attention
from a manager or supervisor?
•Fire or emergency situations: Managers must ensure the safety of guests and staff, activate emergency protocols, and
coordinate evacuations if necessary.

•Severe customer complaints or disputes: Managers should intervene promptly, address the issue, and find a satisfactory
resolution for the customer to maintain customer satisfaction.

•Significant service disruptions: Managers need to identify the cause of disruptions, rectify the situation, and communicate with
guests and staff to manage expectations.

•Health and safety violations: Managers must take immediate action to rectify violations, ensure compliance, conduct
investigations if needed, and implement corrective measures.
|•Security breaches or incidents: Managers should assess the situation, secure the premises, involve authorities if necessary, and
implement measures to prevent future incidents
Question 13: Provide 5 examples of ways to improve customer service provisions?
•Enhance communication: Train staff to communicate clearly, actively listen, and provide accurate information to customers.

Personalize the customer experience: Tailor services to meet individual customer needs and preferences.

Streamline processes and reduce wait times: Identify and optimize service processes to minimize delays and frustration.

Empower and train staff: Provide comprehensive training and empower employees to make decisions and resolve issues
promptly.

Collect and act on customer feedback: Regularly seek feedback to understand customer experiences and address any concerns or
areas for improvement
Question 14: Indicate whether the following statements relating to improving workplace operations are true or
false?
True False

1. Feedback from your customer should be included when you consider ✓

improvements to customer service
2. Introducing service standards can improve staff performance and have a positive ✓
impact on a customer’s experience

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3. Staff efficiency should be increased so that you can pay them less for the same ✓
amount of work

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 4. Efficient processes may mean that less staff is required, but you may be able to ✓
pay staff more due to the productivity gains made
5. The use of technology in the TH&E business can be a major benefit to the ✓
efficiency and accuracy of procedures
6. Administration procedures have little impact on workplace efficiency. They ✓
should not be considered important to the overall success of an operation
Checkpoint 3
Question 15: Indicate whether the following statements are true or false?
True False

1. Work Health, Safety and Security are desirable, but not required by law. ✓
2. Business needs to meet market expectations or it will fail. ✓
3. Triple bottom line refers to economic terms, environmental terms, and social ✓

✓
terms.
4. The success of a business is dependent on the management of income and

✓
expenditure levels.
5. Improving procedures does not translate into saving money.
6. Up-sell or cross-sell is a great way of maximising revenue. ✓
Question 16: List 5 examples of improvements a business can make to improve Environmental Sustainability?
Implement energy-saving measures: Use energy-efficient practices and equipment to reduce energy consumption.

Reduce waste generation: Implement recycling programs, minimize packaging materials, and explore composting options.

Adopt sustainable procurement practices: Prioritize sourcing from eco-friendly suppliers and consider the environmental impact
of the supply chain.

Promote water conservation: Install water-saving fixtures, implement water reuse systems, and educate employees about water
conservation.

Encourage sustainable transportation: Incentivize public transportation, carpooling, cycling, and provide electric vehicle
charging stations.

Question 17: What is social sustainability? Provide 2 examples of how a business can improve social
sustainability?

Social sustainability refers to conducting business operations in a way that prioritizes the well-being and quality of life of
individuals and communities. Here are two examples of how a business can improve social sustainability

Employee welfare and development: Prioritize fair wages, offer opportunities for skill development and career advancement,
promote work-life balance, foster a safe and inclusive work environment, and implement employee wellness programs.

Community engagement and support: Engage with the local community by supporting local charities, sponsoring community
events, volunteering, or partnering with local organizations for skill-building programs.
By focusing on employee welfare and development and actively engaging with the community, businesses can contribute to
social sustainability by fostering well-being, inclusivity, and positive impacts on society.

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 Question 18: List 5 benefits of having an efficient and effective workflow in an operation?
Having an efficient and effective workflow in an operation provides several benefits, including increased productivity, cost
savings, improved quality, enhanced collaboration and communication, and faster response times. These benefits contribute to
optimizing operations, reducing costs, improving customer satisfaction, and gaining a competitive advantage in the market.
Implementing strategies and tools to enhance workflow efficiency is crucial for the overall success of an operation.

Question 19: Place the steps of planning a workflow into the correct sequence?
Determine the most logical and efficient order of the processes 6

Identify the necessary resources 4

Determine what processes are necessary to achieve the result 2

Identify the desired end result 1

Detail the correct steps and procedures for carrying out the work 3

Decide who needs to be involved in the process 5

Checkpoint 4
Question 20: What is the purpose of workflow planning in the TH&E industry? Who should be involved?
The purpose of workflow planning in the TH&E industry is to ensure smooth operations, optimize efficiency, and deliver
excellent customer service. It involves organizing tasks and processes to effectively allocate resources, manage time, ensure
quality control, promote collaboration, and facilitate continuous improvement. Key stakeholders involved in workflow planning
include management, operational staff, cross-functional teams, and, in some cases, customers. Involving these stakeholders
allows for diverse perspectives, collaboration, and alignment with customer needs and business goals.

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 Question 21: Provide 5 examples of time management principles?
Prioritization: Prioritizing tasks helps in identifying and focusing on the most important and urgent activities. This involves
assessing tasks based on their importance, deadlines, and impact on goals, and allocating time and resources accordingly.

Time Blocking: Time blocking involves allocating specific blocks of time for specific tasks or activities. By scheduling
dedicated time slots for different types of work, meetings, and breaks, individuals can better manage their time and stayfocused
on specific tasks without distractions.

Setting SMART Goals: Setting SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals helps in clarifying
objectives and provides a clear direction for tasks and projects. This allows individuals to plan and allocate their time
effectively, ensuring that efforts are aligned with the desired outcomes.

Delegation: Delegating tasks involves assigning responsibilities to others who are capable of completing those tasks. This frees
up time for individuals to focus on higher-priority tasks or those that require their specific expertise, enhancing overall
productivity and time management.
Avoiding Procrastination: Procrastination can lead to wasted time and increased stress. Overcoming procrastination involves
developing strategies to manage distractions, breaking tasks into smaller, manageable steps, setting deadlines, and adopting
techniques like the Pomodoro Technique (working in focused bursts with short breaks).

Question 22: What should you do once you have established a workflow plan to ensure organisational goals are
achieved?
Once a workflow plan is established, you should take the following actions to ensure organizational goals are achieved:

Communicate the plan: Share the plan with stakeholders and ensure everyone understands their roles and responsibilities.

Provide necessary resources: Ensure that the required resources are available for effective execution.

Monitor progress Regularly track progress to ensure tasks are completed on time and meet quality standards.

Adapt and adjust: Be flexible and make adjustments as needed based on feedback and evaluation.

Provide support and guidance: Offer ongoing support to team members and address any challenges or obstacles.

Evaluate and celebrate success: Assess outcomes, appreciate contributions, and celebrate achievements.

Question 23: Indicate whether the following statements in regard to delegation are true or false?
True False

1. Delegation is a term used to indicate that the supervisor hands off all operational ✓
tasks to other staff
2. Delegated tasks still need checking to ensure that they have been completed to ✓
the expected standards
3. When delegating tasks it is important to consider the workload of the chosen ✓
staff member, and whether they can actually do the required tasks
4. Clearly explaining the reason for the delegation puts the staff member in the ✓
picture and highlights the importance of the job
5. Providing ongoing support and follow up is essential in case more help is needed ✓

6. The most important aspect of delegation is to continually monitor the staff ✓

member so that you can correct any error they make

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7. Delegating is a learning experience for the staff member. Avoid interfering too ✓
much, unless it is absolutely critical.

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 Question 24: List 5 examples of benefits of delegation?
Here are 5 examples of benefits of delegation:

1. Increases efficiency and productivity by allowing tasks to be completed more quickly.

2. Encourages employee development by giving them opportunities to learn new skills and take on more responsibility.
3. Improves teamwork and collaboration by encouraging employees to work together and share knowledge.
4. Helps to identify and develop future leaders within the organization.
5. Reduces stress and workload for managers by allowing them to focus on more important tasks.

Checkpoint 5
Question 25: Indicate whether the following statements are true or false?
True False
1. Operational staff will have the best idea of how well a workflow is being applied ✓

2. It is important that you ask your staff for feedback on their tasks ✓

3. The Fair Work Regulations 2009 requires you to keep Employee name, date of first ✓

✓
employment, terms of engagement and all hours worked
4. Employers can dispose of staff records after 6 months

5. Performance reviews involve the employee and their managers discussing the ✓

✓
employee’s progress according to the targets
6. Employee attitudes towards their work do not affect their ability to carry out their
duties efficiently and effectively
Question 26: Provide 5 examples for performance issues which would indicate that there is a problem with or
amongst staff?
Here are 5 examples of performance issues that could indicate a problem with or among staff:

1. Decreased productivity or quality of work output.

2. Increased absenteeism or tardiness.
3. Poor communication or collaboration among team members.
4. High levels of turnover or low employee morale.
5. Increased conflict or tension among team members.

Question 27: What is the SMART principle? How is this principle used?
The SMART principle is a framework used to set goals that are Specific, Measurable, Achievable, Relevant, and Time-bound.
The principle is used to ensure that goals are well-defined and achievable, and that progress can be tracked and measured. It
helps to ensure that goals are aligned with the organization’s overall strategy and that they are realistic and achievable within a
specified timeframe. This principle is a widely used method for setting goals and objectives in personal and professional
settings.

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 Question 28: List 3 roles of each, coaches and mentors, to support individual staff or a team in the workplace?
Coaches in the workplace play roles in skill development, performance enhancement, and problem-solving and decision-making
support for individuals or teams. They focus on improving skills, maximizing performance, and facilitating problem-solving
processes.

Mentors, on the other hand, provide knowledge sharing, career development, and emotional support. They share their
experience, guide career development, and offer emotional support to mentees

Both coaches and mentors contribute to the growth and development of individuals or teams by providing guidance, support,
and valuable insights in their respective areas of expertise.

Question 29: Indicate whether the following statements are true or false?
True False

1. As a team leader or supervisor, you have a responsibility to get the most out of your ✓

✓
staff.
2. As somebody experienced, you are in a great position to pass on your knowledge and

✓
assist other team members in improving their own abilities.
3. Brainstorming is not effective as too many non-realistic ideas are generated.
4. When you become a supervisor, you will find that much of your time can be spent in ✓

✓
solving problems and in making judgments and decisions.
5. A good decision usually is usually solution-oriented, designed with consideration of

✓
the objectives and is made using the decision-making process
6. By using questions you are discouraging individuals to participate in the problem

✓
solving process.
7. Recurrent problems are unexpected, one-off problems.
Checkpoint 6
Question 30: What are the characteristics of the following types of decision makers?
1. Snap – snap decision maker makes quick decisions without much analysis or consideration of alternatives.
Often relies on intuition or gut feeling. Can be impulsive and may not consider all potential outcomes. They
are confident in their ability to make a decision quickly and do not second-guess themselves.

2. Procrastination –A procrastination decision maker delays making decisions until the last minute or avoids
making decisions altogether. They may be indecisive or lack confidence in their ability to make the right
decision. This can lead to missed opportunities or poor outcomes due to lack of action. They may struggle
with taking risks or making difficult decisions.

3. Pandering – A pandering decision maker makes decisions based on what they think others want or expect
from them, rather than what is best for the situation. They may prioritize popularity or avoiding conflict over
making the best decision. They may struggle with asserting themselves or standing up for their own beliefs.
This can lead to poor outcomes or missed opportunities due to lack of assertiveness or decision-making skills.

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4. Researching – A researching decision maker collects and analyzes data or information to make informed
decisions. They may seek out multiple sources of information or opinions before making a decision. They
may prioritize accuracy and thoroughness over speed or intuition. They may be skilled at analyzing data or
recognizing patterns, but may struggle with making decisions in situations where there is incomplete or
conflicting information.

5. Worrying A worrying decision maker is prone to anxiety or stress when making decisions. They may struggle
with making decisions due to fear of making the wrong choice or being responsible for negative outcomes.
They may overthink or second-guess themselves, which can lead to indecisiveness or missed opportunities.
They may benefit from seeking out support or guidance from others to help them make decisions with more
confidence.

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 6. Avoiding – An avoiding decision maker avoids making decisions altogether or delegates decision-making
responsibilities to others. They may lack confidence in their ability to make the right decision or may be
uncomfortable with the responsibility of making decisions. This can lead to missed opportunities or poor
outcomes due to lack of action or delegation to the wrong person. They may benefit from developing their
decision-making skills or seeking out support from others to help them make decisions.

Question 31: List 5 examples of common workplace problems which would require a change to existing work
operations?
Common workplace problems that may require a change in existing work operations include inefficient processes, high error
rates, low employee morale, customer complaints, and safety concerns. Addressing these issues may involve streamlining
workflows, improving quality control, enhancing job satisfaction, enhancing service delivery, and implementing safety
protocols. Promptly identifying and addressing workplace problems is crucial for maintaining effective and smooth operations.

Question 32: Indicate whether the following statements are true or false?
True False

1. The 3 principles of problem solving are separate the facts from people’s beliefs and ✓

✓
opinions, deal only with the facts, remain objective.
2. Occam’s razor implies that the most logical, simple or obvious solution to a problem is

✓
not the correct one.
3. It is important that you consider the impacts of your decisions on customer service,

✓
both in the short-term and the long-term.
4. Managers need to raise the awareness of staff in regard to customer needs and

✓
expectations.
5. Involving a group of people in the problem-solving process is of no real benefit to a

✓
business.
6. Group problem solving can increase the likelihood of decisions or solutions being

✓
accepted.
7. Group problem-solving can be costly in terms of the wages spent on people sitting
around, not doing their regular jobs.
Question 33: Indicate whether the following statements relating to group decision making are true or false?
True False

1. A healthy clash of ideas can foster creativity and lead to interesting, unexpected ✓

2. Groups may make riskier decisions than individuals due to the power of reinforcement. ✓
solutions.

✓
✓
3. Reaching a consensus fosters compromise.

✓
4. During group decision making do not get underlying assumptions out into the open.
5. Find ways of leading the group into agreeing with your thoughts and ideas.
Question 34: Provide 5 examples of negative customer impacts as a result from rushing due to excessive
workloads for staff?
Excessive workloads leading to staff rushing can have negative impacts on customers. These include decreased service quality,
increased errors, longer wait times, lack of personalization, and poor communication. It is crucial for businesses to manage staff
workloads effectively to prevent these negative customer impacts and prioritize delivering a high-quality customer experience

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 Question 35: What should be the procedures for reviewing decisions post implementation? When and how
should this occur?
Post-implementation reviews are essential for evaluating the effectiveness of decisions. To conduct a thorough review, establish
criteria, set a timeline, collect and analyze data, evaluate decision outcomes, identify lessons learned, communicate findings, and
make adjustments for improvement. The timing and process for reviews may vary, but it’s important to gather sufficient data
and involve relevant stakeholders in the evaluation process.

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 Assessment Task 2
SITXMGT001 Monitor work operations

Assessment Submission details:

1. Please include following details on the top of your assessment:

 Your Name
 Your Student Id
 Your Trainer’s name
 Title of your Assessment
 Assessment Due Date
 Actual Submission Date
Please Note: Any changes in the assessment due date must be approved by your trainer.

2. This assessment must be in Microsoft word format. Following settings should be made for this assignment
to keep consistency among all the assessments:

Body text Page setup

 Font: Times New Roman  Top: 2.54 cm

 Font size: 12 point  Bottom: 2.54 cm
 Line spacing: Double  Left: 3.17 cm
 Text style: Normal  Right: 3.17 cm
 Header: 1.25 cm
 Footer: 1.25 cm

3. Do not forget to attach the Cover Sheet at the front of the assessment.
4. Make sure you have signed the Cover sheet to declare this is your own work.
5. You can e-mail this assessment to your trainer’s e-mail address with following details:
In ‘subject’ mention your ‘student Id – Your name’.

Achieving Competence:

To be deemed competent in this assessment you must:

 Correctly address all of the assessment requirements as described in this task

 Correctly address all of the submission instructions
 Successfully complete the Assessment Questions
 Submit assessment on or before the due date with an assessment cover sheet

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Performance objective:

The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:
a) 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
b) monitor and respond to team-based operational and service issues during the above operation or activity
c) complete each of the following organisational records for the above operation or activity:
o performance reports
o staff records

Assessment description:

Read the following case studies and address each question and/or task for each case study.

Case Study 1

The partners who own Green Tour Excursions where you work as Duty Manager have decided to reappraise the
operations of the Fraser Island Tours which operates 5 vehicles and drivers who also take on the role as tour
guides.
The partners say there are too many potential legal issues and complaints from customers and as a result the
bottom line of the business is suffering. They say the average turnover has decreased by 15 % and custom likely
will be lost to other operators although comparative tours have the same cost for this day tour.

The itinerary which was in place for the current 1-day island wilderness trip included:
 Central Station including Wanggoolba Creek boardwalk
 Lake McKenzie – a swim in crystal clear waters and pristine white sands.
 Seventy-Five Mile Beach
 Eli Creek – swim or float in the clear waters
 Maheno Shipwreck - take a photo stop at the rusting wreck of the Maheno washed ashore during an
out-of-season cyclone in 1935
 The Pinnacles Coloured Sands – learn of the Butchulla legends surrounding them.

Inclusions:
National Park Fess
Morning Tea at a picnic ground
Picnic Lunch
Transfers from Hervey Bay Accommodation to ferry return.

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The main issues which have been identified by the partners of Green Tour Excursions for the particular tour
included:
 On 3 out 10 tours the 4-wheel drive tourist vehicle ran out of fuel which resulted in a 1 hour shortfall of
the trip on each occasion.
 On 2 trips the air conditioning of the vehicle failed.
 There were 18 complaints about poor hygiene relating to cups and cutlery used for morning tea and
picnic lunch.
 12 customers have expressed concerns of being provided with food from eskis and service vessels
provided from a plastic container.
 3 customers have complained about being served pastries from a card board box which must have been
the packaging provided by our supplier.
 There were 4 claims from customers who claimed they felt unwell or sick after consuming the
BBQ picnic lunch which includes a small steak, sausages, 2 different salads and bread and butter.
 There are increasingly complaints from drivers of the vehicles that their days are too long given that
they are required to prepare their vehicles post and before each trip which could potentially breach
WHS requirements and entitlements.
 12 customers have expressed concerns of being provided with food from eskis and service vessels
provided from a plastic container.
 There were 3 incidences during the past 2 months where customers had close encounters with
venomous snakes in the toilet block located the picnic area used for stops.

You are required to investigate these issues and explore provisions to meet all legislative requirements.
Present your responses in report format suitable for presentation at a management meeting.

1. Describe how you would monitor the work hours of the driver/tour guide and the efficiency involved in
those hours – this would also mean you need to identify relevant problems associated with adjusting
staff levels to attain the requested improvement?

2. Show what consultative process was used to allow for procedures and systems (including rosters new or
amended service provisions) to be adjusted. Show that in this area, quality assurances can be given so
that customers will not be affected and indicate the time frame involved in your changes?

3. List the measures taken to ensure functional clean vehicles, and prevention of hygiene issues?

4. In your new plan, you must show the delegation process that will be involved. Will you need new job
specifications to be written? If so, how many?

5. Will training be necessary to accommodate the new jobs if this is the option you recommend the
owners to take? Estimate a budget for retraining should it be necessary?

6. Describe how day-to-day operations will not be negatively affected with your proposed changes?

Case Study 2

Elena, the front office clerk has asked you for an urgent appointment to see you. On arrival to the meeting,
Elena explains to you that her supervisor in front office frequently makes silent offensive remarks and has
stalked her on multiple occasions after work. It also seems that he rosters her for the same shifts when he is
rostered on.

(The document HR manual template may be referenced for this case study)
1. What appears to be the nature of complaint here?

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 2. Which procedure should be followed to receive a complaint like the one from Elena?

3. Write a standard operating procedure that can be used to investigate a complaint, including actions for
e.g. EEO and sexual harassment matters?

4. Which legal responsibilities do have in your capacity as a manger in this instance?

Case Study 3

You are the manager at the Ocean view hotel. During the last 4 weeks the numbers of patrons during dinner
service on Wednesdays to Fridays have doubled. Although this is good news for the operation, there have been
associated with this a number of operational issues which need to be addressed swiftly to prevent bad publicity
in social media and on trip advisor.
During the 4 week period the hotel had 12 complaints related to delays in meal service, 16 complaints relating
to poor or average quality of meals. A brief conversation with sous-chef and head chef have indicated that the
access to and lack of capacity of some equipment are some of the main issues they are facing.
In front of-house (F&B) the same staff has been rostered on the periodic schedule as usual, and staff does not
think there are any issues.

1. Provide a systematic approach for areas you will investigate?

2. Provide solutions for the shortfalls in equipment pointed out to you, given that the new budget is still 5
months away and major expenditure was just completed to finish the accommodation areas?

3. Which aspects will you investigate in the food and beverage/service areas?

4. Provide details for the staff who will be involved in the process?

Case Study 4
You are working in the capacity of manager in a trendy inner city boutique hotel, featuring 45 rooms, a gym and
wellness area, a 60 seat cafe -bistro, an 80 seat restaurant and seating for 50 customers in the mall.
The food and beverages are in line with using local produce and following trends, however you have noticed
that due to the large number of part-time employment of students and, it seems, lack of direction from the
departmental supervisors, products and services are always different. Not that there have been any substantial
complaints, however beverages are presented differently at different times, food presentation varies and it
looks portion sizes are not uniform, and the rooms are made up and arranged differently depending who is in
charge and on duty, accordingly.

1. Provide suggestions for a system that can be effectively developed and implemented for each
department and explain in detail what this entails for each department. Your approach must include
delegation at the appropriate levels?

2. What are the implications for all existing staff as a result and how will you provide for overcoming
these?

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 Assessment Evaluation Tool
Unit Code & Unit Name SITXMGT001 Monitor work operations

Assessment Type Written test

Assessment Name AT 1

Student’s name & ID

Assessment date/s

Is Student able to demonstrate the following: Performance Criteria

Yes No
[1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7, 2.1, 2.2, 2.3, 2.4, 2.5, 3.1, 3.2, 3.3, 3.4, 3.5, 4.1, 4.2, 4.3, 4.4, 4.5]

(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.

(1.4) Proactively consult with colleagues about ways to improve efficiency and service levels, including
potential for new technologies and other 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.

(2.3) Assess workflow and progress against agreed objectives and timelines.

(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 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.

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SITXMGT001 Monitor work operations
© Nova Institute of Technology
(4.3) Analyse problems for long-term impact, and assess and action potential 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.

Is Student able to demonstrate the following: Knowledge Evidence [1, 2, 3, 4, 5, 6, 7, 8, 9, 10] Yes No

(1) Work organisation and planning methods appropriate to the industry sector

(2) Leadership and management roles and responsibilities in the relevant industry sector

(3) Operational functions in the relevant industry sector

(4) Procedures and systems to support work operations:

a) administration
b) health and safety
c) human resources
d) service standards
e) technology
f) work practices
(5) Concepts of quality assurance and how it is managed and implemented in the workplace

(6) Sustainability considerations for frontline operational management:

a) relationship between operational efficiency and financial sustainability
b) ways of minimising waste in the relevant work context
c) social responsibilities of the operation

(7) Time management principles and their application to leaders and managers for planning own work
and the work of others

(8) Principles of effective delegation and delegation techniques in a frontline management context:
a) clear communication of what is required
b) gaining commitment
c) no undue interference
d) regular reporting
e) selecting the right person

(9) Problem-solving and decision making processes and techniques and their application to typical
workplace issues

(10) Industrial or legislative issues that affect short-term work organisation appropriate to the
industry sector:
a) relationship of relevant industrial awards to hours and conditions of work
b) ensuring systems and procedures meet work health and safety requirements

Assessment evaluation tool 1 2|P a g e

SITXMGT001 Monitor work operations
© Nova Institute of Technology
 Comments/feedback to Student

Outcome:  Satisfactory  Unsatisfactory

Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided
appropriate feedback. I also declare that I have undertaken the indicated assessment integrity checks
Google check for plagiarism Yes No
Check for Copying/Collusion Yes No
Check for Authenticity(own work) Yes No
Cheating or use of model answers Yes No

Assessor name:

Assessor signature:

Assessment evaluation tool 1 3|P a g e

SITXMGT001 Monitor work operations
© Nova Institute of Technology
 Assessment Evaluation Tool
Unit Code & Unit Name SITXMGT001 Monitor work operations

Assessment Type Project

Assessment Name AT 2

Student’s name & ID

Assessment date/s

Is Student able to demonstrate the following: Performance Evidence [1, 2, 3] Yes No

(1) Plan and organise workflow for a team operation or activity that takes into account at least six of
the following contingencies:
a) delays and time difficulties
b) difficult customer service situations
c) equipment breakdown or technical failure
d) financial resources
e) staffing levels and skill profiles
f) rostering requirements
g) staff performance
h) procedural requirements
i) product development and marketing
(2) Monitor and respond to team-based operational and service issues during the above operation or
activity
(3) Complete each of the following organisational records for the above operation or activity:
a) performance reports
b) staff records
Is Student able to demonstrate the following: Performance Criteria
Yes No
[1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7, 2.1, 2.2, 2.3, 2.4, 2.5, 3.1, 3.2, 3.3, 3.4, 3.5, 4.1, 4.2, 4.3, 4.4, 4.5]
(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.
(1.4) Proactively consult with colleagues about ways to improve efficiency and service levels, including
potential for new technologies and other 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.

Assessment evaluation tool 2 1|P a g e

SITXMGT001 Monitor work operations
© Nova Institute of Technology
(2.3) Assess workflow and progress against agreed objectives and timelines.
(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 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.
(4.3) Analyse problems for long-term impact, and assess and action potential 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.

Is Student able to demonstrate the following: Knowledge Evidence [6, 7, 8, 9, 10] Yes No

(6) Sustainability considerations for frontline operational management:

a) relationship between operational efficiency and financial sustainability
b) ways of minimising waste in the relevant work context
c) social responsibilities of the operation
(7) Time management principles and their application to leaders and managers for planning own work
and the work of others
(8) Principles of effective delegation and delegation techniques in a frontline management context:
a) clear communication of what is required
b) gaining commitment
c) no undue interference
d) regular reporting
e) selecting the right person
(9) Problem-solving and decision making processes and techniques and their application to typical
workplace issues
(10) Industrial or legislative issues that affect short-term work organisation appropriate to the
industry sector:
a) relationship of relevant industrial awards to hours and conditions of work
b) ensuring systems and procedures meet work health and safety requirements

Assessment evaluation tool 2 2|P a g e

SITXMGT001 Monitor work operations
© Nova Institute of Technology
 Comments/feedback to Student

Outcome:  Satisfactory  Unsatisfactory

Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided
appropriate feedback. I also declare that I have undertaken the indicated assessment integrity checks
Google check for plagiarism Yes No
Check for Copying/Collusion Yes No
Check for Authenticity(own work) Yes No
Cheating or use of model answers Yes No

Assessor name:

Assessor signature:

Assessment evaluation tool 2 3|P a g e

SITXMGT001 Monitor work operations
© Nova Institute of Technology