SITXHRM009 Assessment 2 -Project

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SITXHRM009 Lead and Manage People Assessment Task 2 – Project Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 1

Assessment Tasks and Instructions Student Name Subhanshi Dhami Student Number CBC230065 Course and Code Unit(s) of Competency and Code(s) SITXHRM009 Lead and manage people Stream/Cluster Trainer/Assessor Patrick Assessment for this Unit of Competency/Cluster Details Assessment 1 Short Answers Assessment 2 Project Assessment 3 Practical Observation 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 Date 2 nd Assessor to complete I agree the adjustments applied to this assessment are reasonable Name Signature Date Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 2

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:  roles of and functions performed by supervisors and managers: o decision making o delegating tasks o monitoring staff o planning and organising o providing information:  organisation performance  changes in organisational policies  marketing information and targets  overall organisational objectives  plans for new equipment  rationale for management decisions  technology updates  training developments  expectations, roles and responsibilities of team members: o adhering to policies and procedures o cooperative and open communication o nature and scope of work o relationships with others in the workplace and interdependent areas of activity o reporting requirements  considerations in the individual development of staff: o change in job responsibilities o external training and professional development o formal promotion o internal training and professional development o opportunity for greater autonomy or responsibility  features of different leadership styles  features of open and supportive communication  characteristics of effective leadership  principles of teamwork and: o characteristics of effective teams o roles and attributes of team members o organisation of teams o potential team problems o benefits of effective teamwork  role and theories of motivation as they apply to the management of individuals and teams  the role of group dynamics in successful team management  forms of recognition and reward applicable to leading staff: o acknowledging individual good performance to the whole team o incentive initiatives o informal acknowledgement o presenting awards o written reports to management  types of organisational plans and planning processes. Place/Location where assessment will be conducted Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 3

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RTO to complete Resource Requirements Pen, Paper or computer Instructions for assessment including WHS requirements The assessment task for this project consists of 2 parts, Part A and Part B. For Part A you are required to select a scenario provided in this assessment which most closely resembles your sector in the TH&E industry. Based on the chosen sector you are required to demonstrate your ability to: 1. Set and measure KPIs. 2. Use new or innovative approaches to meet the KPIs. 3. Define constraints to meeting KPIs. 4. Know what to do if KPIs are not met. 5. Use appropriate methods of communication. For Part B you are required to establish a set of evaluation criteria to monitor and evaluate the performance of staff. The following points need to be developed for Part B: a. Set job responsibilities and tasks b. Relate job responsibilities to specific performance indicators c. Employee feedback collection d. Professional development opportunities e. Bonus and reward systems f. Provide employees with feedback g. Delegating tasks 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. The responses provided in this project will form a basis for a practical observation for Assessment 3. 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 Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 4

This assessment: First Attempt 2nd Attempt Extension – Date: / / RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory Feedback to Student: Assessor(s) Signature(s): Date: / / Student Signature Date: / / Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 5

Assessment 2 Your Tasks: Part A – Setting managing and communicating Key Performance Indicators For this assessment you are required to consider a scenario from your industry and then set key performance indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what the current KPIs are and set target KPIs to be achieved. You will then need to: 1. Set and measure KPIs. 2. Use new or innovative approaches to meet the KPIs. 3. Define constraints to meeting KPIs. 4. Know what to do if KPIs are not met. 5. Use appropriate methods of communication. If more space is required for any answer you can attach a separate page containing name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission. Please choose ONE of the following scenarios which most closely resembles your industry. Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 6

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Hospitality Scenario: You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly management meeting. Mr. McElm, the new GM has reviewed the Sales and Customer service history from the past 12 months and accordingly developed and set new targets to improve the organisation’s customer service provisions and sales targets. The following aspects will need to be addressed in the F&B section: Current Targeted EXAMPLE ONLY: The average per head spend currently sits at $23.00. EXAMPLE ONLY: Increase average spend to $26.50 The feedback received per 5000 customers shows 250 (5%) customers were dissatisfied with product and service provisions Improve product and service provisions pro-actively with a target of 98% within 9 months. There have been 37 errors or discrepancies with customer accounts/wrong orders during the past 12 months which resulted in $3,950.00 of losses Maximum discrepancies must not exceed $100.00 per month – F&B manager must be informed immediately There have been 16 complaints related to cleanliness of glassware/crockery during the past 5 months No complaints related to cleanliness of glassware/crockery are acceptable – procedures must be implemented to ensure this. Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 7

Tourism Scenario: As the team leader at Bulga Bulga adventure tours you are responsible for overseeing the promotion, booking and tour guide teams of guided bus tours in outback Australia. The managing director has set business targets he would like to see achieved over the next 12 months. They are: Current Targeted On average, only 50 of our 320 customers per month are repeat customers. Increase number of repeat customers to 70 per month. In customer feedback surveys only 45% of people say they are happy with the catering on the tours. Increase percentage of positive customer surveys to 75% Commissions from bookings through our partner agencies made up $15,000 on average per month. Increase partner agency commissions to $20,000 per month. Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 8

Events Scenario: You are the Team Leader of the Events Management team and have received an email from your Managing Director. Part of the email reads: ------ Good Morning, I need to draw your attention to some problems that have recently come to my attention. On the eventmanagement.com website, our company has received 14 poor reviews out of 22. This means only 37% of people are giving positive reviews. In my opinion anything less than 80% of positive reviews is unacceptable. The 2 most common reasons given for the poor reviews are the poor quality of catering, and that events did not run on time. We know from our own customer feedback that our customers are generally very happy with our service, so I believe getting more of our happy customers to post would be a great advantage and boost our ranking on the site. As we have almost 50 customers per month I would like to see at least half of these encouraged to post positive reviews online. Also, our repeat customer figures show that only 5 of our 50 customers last month were from repeat business. I would like to see this increase from 10% to the industry average of 20%. As team leader, I am relying on you to make the team aware of the problems, set targets for improvement, and see that they are achieved over the next 6 months. Regards, Ed Ventura, MD. From this email the goals are: Current Targeted 37% of people are giving positive reviews on eventmanagement.com Increase percentage of positive reviews to 80% Unknown Get 25 new reviews posted per month on eventmanagement.com 10% of customers come from repeat business. Increase percentage of repeat customers to 20%. 1. Set and measure KPIs NOTE: Please choose ONE of the previous scenarios which most closely resembles your industry to set the Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 9

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following KPIs. Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department. Model Hospitality KPIs KPI 1: KPI Name: Decrease the number of customers unhappy with the provided quality and services. KPI Description: Set a goal to enhance the quality of food, beverages, and service. Current: According to the survey, only 37% of customers left positive reviews, while the rest left negative ones. KPI Target: Increase customer satisfaction from 37% to 80% How you will measure this KPI? Over what time frame? Collect customer feedback on services or products through email surveys and the company website over the next six month KPI 2: KPI Name: Minimize financial losses due to incorrect orders. KPI Description: Document all orders that are completed correctly. Current: Incorrect orders over the past year have led to a loss of $3,950.00. KPI Target: Ensure that monthly discrepancies do not surpass $100.00. How you will measure this KPI? Over what time frame? The Food and Beverage manager should meticulously verify that the items ordered are correct and maintain a record each time. KPI 3: KPI Name: Address the cleanliness of glassware. KPI Description: Eliminate customer complaints regarding this issue. Current: There have been 16 complaints about dirty glassware in the last five months. KPI Target: Implement procedures to ensure there are no complaints. How you will measure this KPI? Over what time frame? Staff must inspect the cleanliness of glassware before giving them to customers each day. Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 10

Model Tourism KPIs KPI 1: KPI Name: KPI Description: Current: KPI Target: How you will measure this KPI? Over what time frame? KPI 2: KPI Name: KPI Description: Current: KPI Target: How you will measure this KPI? Over what time frame? KPI 3: KPI Name: KPI Description: Current: KPI Target: How you will measure this KPI? Over what time frame? Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 11

Model Events KPIs KPI 1: KPI Name: Percentage of Positive Reviews on event management KPI Description: This KPI measures the percentage of positive reviews received on event management indicating customer satisfaction with our events. Current: 37% KPI Target: Increase to 80% How you will measure this KPI? Over what time frame? Calculate the percentage of positive reviews out of the total reviews received on event management.com each month. Monitor monthly progress over the next 6 months. KPI 2: KPI Name: Number of Positive Reviews Posted per Month on event management KPI Description: This KPI tracks the number of positive reviews posted on event management reflecting customer satisfaction and engagement. Current: 14 poor reviews out of 22 total reviews KPI Target: Encourage at least 25 positive reviews per month How you will measure this KPI? Over what time frame? Count the number of positive reviews posted on event management.com each month.Monitor monthly progress over the next 6 months. KPI 3: KPI Name: Percentage of Repeat Customers KPI Description: This KPI measures the percentage of customers who return for repeat business, indicating customer loyalty and satisfaction. Current: 10% KPI Target: Increase to 20% How you will measure this KPI? Over what time frame? Calculate the percentage of repeat customers out of the total number of customers each month. Monitor monthly progress over the next 6 months. Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 12

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2. New or innovative approaches to meet the KPIs For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might need to employ innovative approaches (procedures, processes, systems, technology, etc) to make sure that you and your team achieve each KPI. KPI Target Steps involved to achieve this KPI. Increase total sales per head from $23 to $26.50 per head. Selling drinks is key to increasing sales per customer. Wait staff need be pro-active; Knowledge of specials and menus. Employing suggestive selling methods. KPI Target 1  Train our catering staff on how to effectively communicate with customers to meet service standards.  Collaborate with our kitchen team to ensure customers have an exceptional experience.  Monitor the flow of food in and out of the kitchen and the production time for each dish. KPI Target 2  Record all completed orders each month, including those delivered on time, late, failed, or cancelled.  Enhance order verification processes and provide additional training for staff on data and account management.  Upgrade the receiving system promptly. KPI Target 3  Develop new cleaning protocols.  Show all staff the correct cleaning methods.  Ensure glassware is cleaned using a polishing cloth. Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 13

3. Constraints to meeting KPIs. What could prevent you (organisational constraints) from implementing these new techniques? What needs to be considered? The company's strict system might stop us from using new technologies; Using technology can help improve the company's image on social media and boost teamwork between departments to serve customers better and use new technology, we need time for careful analysis and teamwork to pick the right technology for the right reasons. We need to analyse our work data to make sure it is effective, since our employees are crucial for using new technologies, we must include them in all steps. 4. What to do if KPIs are not met. What will you do if you identify that staff members struggle or do not achieve the set targets? Think about the technique you would use to find where the problem lies, who you would communicate with and the steps involved in finding a solution. When staff members are not performing well, include them in setting their own performance goals. Ask them how they want to improve, what they want to achieve, and what new skills they want to learn. KPIs should be realistic goals, and be ready for the possibility of not meeting them. Set goals with a specific time frame. Choose the main KPI and break it down into monthly or yearly goals. Use feedback to show team members their progress. This can be part of the formal review process where employees and supervisors discuss work progress. If the employee is doing well, the feedback should be positive. If there are issues, the feedback should be constructive. Work with employees to create SMART (specific, measurable, achievable, relevant, time-bound) goals for improvement. This approach helps staff better achieve their performance goals and provides coaching and guidance as needed. After setting performance goals, arrange follow-up steps to regularly check on progress. 5. Methods of communication. What methods of communication will you use to communicate the KPIs to your team? Email - Share KPI report with team Better communication with the team Conference - use slide presentations to introduce KPIs Official Websites Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 14

Part B – Performance Review Performance reviews are used by managers and supervisors to give and receive feedback from staff. In this part of the assessment you will create a set of evaluation criteria to monitor and evaluate your staff. You will need to: a. Set Job Responsibilities and Tasks b. Relate job responsibilities to specific performance indicators c. Employee Feedback d. Professional Development e. Bonus and Reward Systems f. Provide employees with feedback g. Delegating tasks a. Set Job Responsibilities and Tasks Choose one Job Role within your department and document the responsibilities for that job role. Use the following example as a guide: EXAMPLE: Roles and responsibilities JOB TITLE Responsibilities Head waiter  Provide table service to tables.  Abide by responsible service of alcohol laws.  Comply with all workplace health and safety guidelines.  Train junior staff on customer service and upselling techniques.  Act as a positive role model by offering excellent customer service.  Supervise junior staff during table service.  Monitor billing and payments of orders during service.  Delegate job tasks to other waiting staff. Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 15

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JOB TITLE: Responsibilities Head waiter  Provide table service to tables.  Abide by responsible service of alcohol laws.  Comply with all workplace health and safety guidelines.  Train junior staff on customer service and upselling techniques.  Act as a positive role model by offering excellent customer service.  Supervise junior staff during table service.  Monitor billing and payments of orders during service.  Delegate job tasks to other waiting staff. Head chef  Plan Menus: Decide what dishes will be served.  Supervise Cooking: Make sure all food is prepared correctly.  Order Supplies: Ensure the kitchen has enough ingredients and equipment.  Train Staff: Teach kitchen staff how to cook and handle food.  Ensure Cleanliness: Keep the kitchen clean and follow health and safety rules.  Manage Budget: Keep track of the kitchen’s expenses and stay within budget.  Create Recipes: Develop new and exciting dishes.  Quality Control: Check that all dishes are of high quality before they are served. Duty Manager  Plan Menus: Decide what food and drinks will be offered.  Manage Staff: Hire, train, and schedule employees.  Ensure Quality: Make sure all food and drinks are of high quality.  Control Budget: Keep track of expenses and make sure the department stays within budget.  Order Supplies: Ensure the restaurant has enough food, drinks, and equipment.  Customer Satisfaction: Handle customer complaints and ensure they are happy.  Oversee Cleanliness: Make sure the dining areas and kitchen are clean and meet health standards.  Promote Specials: Plan and advertise special offers or events to attract customers. Server Capitan  Train Servers: Teach new servers how to do their jobs well.  Schedule Shifts: Plan work schedules for servers.  Ensure Customer Satisfaction: Make sure customers are happy with their service.  Supervise Staff: Oversee the servers during their shifts to ensure smooth operation.  Handle Complaints: Address and resolve any customer complaints.  Maintain Cleanliness: Ensure the dining area is clean and organized.  Coordinate with Kitchen: Work with the kitchen staff to ensure timely and accurate food delivery.  Monitor Performance: Keep track of how well the servers are doing and provide feedback. Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 16

b. Relate job responsibilities to specific performance indicators Using the job responsibilities you listed in part A, create specific performance indicators. You will need to:  State what the indicator is  Document how the indicator will be measured Example: Performance Indicator: How this will be measured: Delegate job tasks to other waiting staff. All waiting staff to know their own role and tasks for each shift. Performance Indicator: How this will be measured: Delegate job tasks to other chefs All chefs to know their own role and tasks for each shift. Performance Indicator: How this will be measured: Delegate job task to the server team member to training for new staff Employees should receive comprehensive training before starting work. Performance Indicator: How this will be measured: Customer satisfaction Reviews check every 2 weeks. Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 17

c. Employee Feedback List 3 methods you can employ to encourage employees to give you open and honest feedback, and give an example of each: EXAMPLE: Method: Example: Staff meetings During each staff meeting devote time to asking for ideas or contributions from staff. Acknowledge staff who have given feedback. Method 1-3: Example: 1. Communication culture of openness, honesty, respect and trust 2. Email - Follow up with employees 3. Face to face communication - Develop regular, informal conversations with employees, ask them some insightful questions 1. When employees do provide feedback, appreciate their honesty. 2. Show employees that their feedback is being considered, or better adopted. When received feedback ask employees how they would like to follow up. 3. How can I help you do your job better? What do you hear from customers about our business? Do you think we can do better as an organization? How can I provide you with the best support on this project? Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 18

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d. Professional Development Training and development should help solve problems or skill shortages in the department and improve both the staff member and the business. List 3 techniques which you can use to identify problems or skills shortages in your department, which will help you determine training needs. EXAMPLE: TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES: Using customer feedback surveys. Customers making complaints might point you to a problem with products or service, which may highlight gaps in an individual’s knowledge or skills. Looking at how well employees do each month helps find where they struggle and fix those issues to make them better. Checking sales every month helps find any issues in the sales team and fix them. Regularly checking production helps catch problems like using the wrong machine or machine breakdown, so they can be fixed. e. Bonus and Reward Systems What is the purpose of a reward system? A reward system in a company serves several important purposes some few purposes are as: 1. Motivate Employees: It encourages employees to work harder and perform better. 2. Show Appreciation: It makes employees feel valued and recognized for their efforts. 3. Retain Talent: It helps keep good employees from leaving the company. 4. Boost Productivity: It drives employees to be more productive and efficient. 5. Promote Good Behavior: It reinforces behaviors that align with the company’s goals. List 3 different ways you can reward your employees. For each reward type list any positive or negative aspects associated with the type of reward. Reward Positive Negative 1. Vouchers or Gift cards 1. Gift rewards can motivate employees and improve performance, encouraging the adoption of better behaviours. 1. Some employees may never be able to meet the motivational requirements Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 19

2.Better payment rates 3. Flexible time off 2. Improve morale and a positive working environment, it can encourage the people and will have more and more customers. 3. Workers will enjoy and also can cover the losses which were cause by their unpaid leaves. 2. Bonus incentives may inhibit teamwork because they often reward individual achievements 3. It may need additional funds for extras; it can be a loss to your company maybe on a shorter scale. f. Provide employees with feedback You should provide feedback to your staff on a regular basis. The method you use to provide feedback might depend on the time the employee has worked for you, and the context of the feedback you need to provide. For each of the following, give an example of a method of feedback (continuous, public, private) you could use to provide feedback to the employee. EXAMPLE: Work Scenario Feedback Method Training a new employee. Continuous positive feedback is needed as each task is learned and completed. New employees can feel anxious if they are not clearly shown what to do, and given praise as they learn the ropes. Work Scenario 1 Feedback Method Indicating the progress of the team in relation to meeting KPIs. Public feedback is a way to motivate the team and show them the good work they are doing. That is necessary for the operations team. If the KPI fails to meet the target, you need to meet and talk to the team. Work Scenario 2 Feedback Method Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 20

The worker needs to be spoken to after a period of poor performance. Personal face-to-face communication can let you know which position has problems and provide feedback. Work Scenario 3 Feedback Method Yearly review process. Performance evaluations are usually conducted once or twice a year, feedback should not be limited to a short evaluation period. The annual review should provide a consistent assessment. When the company is established, you can still use your KPIs for auditing, otherwise you will make changes and get a new plan g. Delegating tasks List 3 tasks you must delegate as a manager/supervisor in your department. For each task, define the benefits to delegating this task: EXAMPLE: Task Benefits of delegation Supervision of waiting stuff during table service Saves my time during service. Increases morale of head waiter. Creates professional growth for head waiter. Task 1 Benefits of delegation Supervision with the food quality and services provided at the restaurant Improve efficiency, productivity and management. Task 2 Benefits of delegation Supervision staff how to communicate with customers to solve problems Improve the professional growth of employees. Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 21

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Task 3 Benefits of delegation Supervision checklist of the kitchen cleanliness and food and beverage cleanliness No complaints related to the cleanliness of cutlery and kitchen Version: 1.0 RTO Code: 41297 CRICOS Provider Code: 03444C Choice Business College Pty Ltd trading as Choice Business College ABN: 28 130 302 000 | ACN: 130 302 000 Page | 22

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