SITXMGT001 _Student Assessment_V4

Student Assessment Cover Sheet SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 1 /27 Date Modified: 02 CRICOS: 03560K Course Title: Certificate IV in Commercial Cookery Course Code: SIT40516 Unit Title: Monitor work operations Unit Code: SITXMGT001 Student Name: Pichit Pangsri Student ID: WIN210110 Trainer Name: Raj Instructions for the Student  This form MUST be attached to all submitted written work with all sections completed. An incomplete form may result in a delay in the assessment decision-making process for the assignment.  Please securely attach the completed form to your submitted work after signing the declaration below: Assessment Details Result Assessment Task 1- Project S / NYS Assessment Task 2- Written Test S / NYS Please tick one Assessment/Re-assessment/Re-submission Final Result C / NYC S=satisfactory; NYS: Not Yet Satisfactory; C=Competent; NYC=Not Yet Competent Assessor Comments/Feedback: Assessor Name Assessor Signature Date STUDENT DECLARATION: I hereby declare that :  This assignment is my own original work, except where I have appropriately cited the original source (Appropriate citation of original work will vary from discipline to discipline).  I have not copied or plagiarized any part of this assessment from another student.  I or any other student has not submitted this assessment previously  This assignment has not previously been submitted for assessment in this or any other subject.  I have kept a copy of this assignment.  I understand my right to appeal the assessment or reassessment outcome, as per the Institute’s Complaints and Appeals Policy.  I been informed that I have to check my results on “Student Portal” ( https://wc.rtomanager.com.au/ ) after three weeks of the final assessment submission date.  If my assessment submission marked as NYC, I been informed to discuss with my trainer / assessor regarding further details of my marked assessment. Student signature Pichit Pangsri Date: Administrative use only Entered onto the student management system Date: Initials: _ Receipt of Submission Student Name: Student ID: Trainer / Assessor Name Trainer / Assessor Signature and Date

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 2 /27 Date Modified: 02 Feb CRICOS: 03560K BEFORE YOU BEGIN Please refer to the table below to find out assessment details and duration of the assessments. Assessment Document used by assessor to assess you WHERE (Location of Assessment) WHEN (Assessment Duration/Due Date) Student assessment cover sheet to record results of all assessment tasks and determine competency Classroom N/A Assessment Task 1 – Project Assessment Task 1 – Observation Assessor Checklist Classroom Week 1 to 10 Assessment Task 2 - Written Test Assessment Task 2 - Written Test Assessor Checklist Classroom Week 1 to 10 Student will receive these assessments tools in class from trainer/assessor at the beginning of the unit (Week 1)

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 4 /27 Date Modified: 02 Feb CRICOS: 03560K  Ensures all staff arrive on time and are in full uniform. Organises replacement staff in case of absenteeism.  Conducts pre/post-shift meetings.  Monitors staff on shift and ensures all SOPs and quality assurance principles are adhered to.  Updates company SOPs.  Conducts employee appraisals in conjunction with the events director.  Conducts staff recruitment and selection.  Trains new and existing staff when necessary.  Checks staff time cards after an event.  Ensures labour costs comply with budget.  Liaises with the executive chef regarding client needs prior to the event.  Liaises with head cook regarding client needs during an event.  Handles complaints.  Checks that audiovisual equipment, signage and décor meet quality expectations.  Assists the supervisors in checking room layout prior to the event and that all materials, such as place cards, nametags, packages, gift bags, registration lists, etc., are prepared. Based on above scenario provide response to below questions 1. Why is delegation an important skill for Mary to learn? 2. Why do you think Mary’s supervisors have been unwilling to take responsibility for decision- making when Mary is present? 3. Why do you think Mary doesn’t delegate? Explain your reasons. 4. What tasks are not suitable for Mary to delegate? 5. Which of Mary’s tasks could be completed by others in the management team when she’s absent, for example, on annual or sick leave? 6. What tasks that Mary currently regularly undertakes could be permanently delegated to her supervisors? 7. What should Mary do to ensure any delegated tasks are successfully performed? 8. There are four methods of giving instructions effectively. Give one example of how Mary could give an instruction to her supervisors for each method. 9. Suggest some time management strategies that could assist Mary. 10. How can ineffective time management become a workplace health and safety issue? 11. Discuss the potential operational or legal implications of this issue. 12. One of the tasks Mary has permanently delegated to her supervisors is checking the set up and operation of AV equipment prior to the commencement of an event. One of the supervisors has approached Mary and told her she doesn’t actually know how to set up many of the items of equipment. She has always asked one of the more tech-savvy service staff to do it. How can Mary encourage her supervisor to participate in solving this problem? 13. How could any information, knowledge or experience Mary has help her supervisor in this situation?

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 5 /27 Date Modified: 02 Feb CRICOS: 03560K Part B Boutique Events collects feedback from clients through online surveys. They are automatically emailed to all clients and guests the day after an event. They average a 60% response rate. Results indicate an overall satisfaction rating of 85%, which is very positive. They also receive emails from clients thanking them for the success of their event and congratulating them on their high customer service standards. These are the most common areas of customer dissatisfaction expressed in the online survey.  Equipment is not working when required, especially audiovisual equipment such as projectors and computers used for presentations. (40% of complaints)  Some hot menu items are cold when served to customers at outdoor marquee events. These are usually plated menu items, not buffet or barbeque items. (22% of complaints)  Access to an outdoor marquee was difficult. This comment is usually received when there has been wet weather prior to the event. The comments are usually made by women. (15%] of complaints)  Staff running the event (supervisors/coordinators) were unprofessional, not available when needed, did not fulfil requests. (12% of complaints)  Staff were rude, unhelpful, poor appearance, provided slow service. (8% of complaints) These are the most common areas of customer satisfaction expressed in the online surveys.  Staff are very friendly, helpful and professional.  Event organisers and supervisors were very helpful and knowledgeable. They gave great advice and suggestions.  Food was delicious and well presented.  Event ran smoothly and on time. Based on above scenario provide response to below questions 1. Based on the feedback and case study information provided in Part A, what potential quality problems or issues do Boutique Events have? 2. Who could Mary consult with when considering ways to address quality issues and reduce customer complaints? Indicate what she would discuss with each person. 3. Choose one of the problems or issues listed in your response to question 1. Describe what adjustments Mary can make to procedures or systems to improve quality and reduce complaints. 4. What is one short-term action Mary could take to reduce the impact of this problem? Part C Morrison is one of Mary’s supervisors. All the supervisors have a number of similar KPIs, including Morrison.  90% customer satisfaction rate at every event based on email feedback results.  Maximum deviation of 10% from agreed event timelines.  Staff labour costs within 10% of labour budget for each event. Here are the labour cost results for the last five events Morrison has supervised since Mary started to reduce her workload by no longer attending all events and checking all staff time cards.

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 7 /27 Date Modified: 02 Feb CRICOS: 03560K FOR ASSESSOR USE ONLY Assessment Task 1 – Project Assessor Checklist For this assessment, the student must complete the project. The project is a stand-alone activity that will allow the student to display the required knowledge and skills that are essential when deciding overall competency. Student name: Pichit Pangsri Student ID: WIN210110 Assessor name: Raj Did the Student provide evidence of their ability to: Has the student satisfactorily completed the project? Yes No Did the Student provide evidence of their ability to: Part A 1. Why is delegation an important skill for Mary to learn? 2. Why do you think Mary’s supervisors have been unwilling to take responsibility for decision-making when Mary is present? 3. Why do you think Mary doesn’t delegate? Explain your reasons. 4. What tasks are not suitable for Mary to delegate? 5. Which of Mary’s tasks could be completed by others in the management team when she’s absent, for example, on annual or sick leave? 6. What tasks that Mary currently regularly undertakes could be permanently delegated to her supervisors? 7. What should Mary do to ensure any delegated tasks are successfully performed?

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 8 /27 Date Modified: 02 Feb CRICOS: 03560K 8. There are four methods of giving instructions effectively. Give one example of how Mary could give an instruction to her supervisors for each method. 9. Suggest some time management strategies that could assist Mary. 10. How can ineffective time management become a workplace health and safety issue? 11. Discuss the potential operational or legal implications of this issue. 12. One of the tasks Mary has permanently delegated to her supervisors is checking the set up and operation of AV equipment prior to the commencement of an event. One of the supervisors has approached Mary and told her she doesn’t actually know how to set up many of the items of equipment. She has always asked one of the more tech-savvy service staff to do it. How can Mary encourage her supervisor to participate in solving this problem? 13. How could any information, knowledge or experience Mary has help her supervisor in this situation? P art B 1. Based on the feedback and case study information provided in Part A, what potential quality problems or issues do Boutique Events have? 2. Who could Mary consult with when considering ways to address quality issues and reduce customer complaints? Indicate what she would discuss with each person. 3. Choose one of the problems or issues listed in your response to question 1. Describe what adjustments Mary can make to procedures or systems to improve quality and reduce complaints. 4. What is one short-term action Mary could take to reduce the impact of this problem?

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 10 /27 Date Modified: 02 CRICOS: 03560K Assessment Task 2 – Written Test This information which is in the Student Assessment pack is to be handed to each student to outline the assessment requirements. Student Instructions This is an open book written test. Therefore, you are allowed to bring books/ resources that can help you to answer the test. Your assessor will set a date and time for this open book written test. On the test date: 1. Your assessor will set ground rules including no phones, talking, etc. 2. Your assessor will pass a copy of the assessment to you. 3. Your assessor will allow time for reading and questions before commencing assessment. 4. You will have 1.5 hours for this assessment. You are not to leave the classroom within 15 minutes of commencement of the assessment. 5. Once assessment has commenced, no communication between students is allowed. 6. If you repeatedly talk, or are caught cheating, you will be removed from the classroom, and reported to student administration. Your assessment will be marked as “incomplete” 7. Remember – assessments are a participatory process, so your assessor can help re-word questions, but cannot lead to answers. 8. Once completed, your assessment will be marked accordingly. 9. In the event that a question is not answered correctly, your assessor will discuss the response with you to determine if you did not know the answer, or did not understand the question. 10. In order to achieve competency, all questions MUST be answered correctly. This assessment will be done on:

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 11 /27 Date Modified: 02 CRICOS: 03560K FOR ASSESSOR USE ONLY Assessment Task 2 – Written test Assessor Instruction: In order to achieve a satisfactory result, all questions that are mapped in the associated mapping document MUST be answered correctly. Please complete below Student Name: Pichit Pangsri Student ID No: WIN210110 Date: Student Instructions Please refer to the instructions below regarding completing this assessment This is an open book written test. In the time allocated, you are to answer all of the following questions. Make sure you:  Print Clearly  Answer all questions  Use a pen. Assessments written in pencil will not be accepted.  Ask your assessor if you do not understand a question. Whist your assessor cannot tell you the answer, he/she may be able to re-word the question for you  Do not talk to your classmates. If you are caught talking, you will be asked to leave and your assessment will not be marked.  Do not cheat or plagiarise the work of others. Anyone caught cheating will automatically be marked Not Yet Competent for this unit. There are NO EXCEPTIONS to this rule. Questions 1 What is monitoring in terms of work operations?

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 13 /27 Date Modified: 02 CRICOS: 03560K 5 What should you proactively consult with colleagues about? 6 What information needs to be determined for your organisation to continuously improve through future planning? 7 What is the role of team members in continuous improvement?

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 14 /27 Date Modified: 02 CRICOS: 03560K 8 Identify and briefly define the process used for evaluating current and emerging industry trends. 9 How can market research help in monitoring work operations? 10 Discuss the 3 different contexts of sustainability.

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 16 /27 Date Modified: 02 CRICOS: 03560K 14 Identify and briefly discuss the 5 requirements of delegation techniques. 15 What are the 2 most common techniques used to analyse workflow? 16 How can you assist colleagues in prioritising the workload?

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 17 /27 Date Modified: 02 CRICOS: 03560K 17 Why is it important to provide timely input regarding staffing needs? 18 What must you monitor team and individual performance against? 19 Identify 2 types of performance indicators.

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 19 /27 Date Modified: 02 CRICOS: 03560K 23 What are the guidelines for proving a positive experience around feedback? 24 When completing and submitting records, what is required of the information? 25 What perspective should you use when identifying and analysing workplace problems?

SITXMGT001 Monitor work operations Student Assessment SITXMGT001 Version 4 Document Owner: Windsor College Pty Ltd Windsor College Provider No: 41090 Page 20 /27 Date Modified: 02 CRICOS: 03560K 26 Explain the problem solving process. 27 What must you consider when selecting the best approach to resolve a problem? 28 Identify the steps in conducting and effective impact analysis.