SITXMGT001 Assessment task 2 SIBN V1.0

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Australian Pacific College *

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SITXMGT001

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Civil Engineering

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Apr 3, 2024

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Assessment Cover Sheet Student Name Thanet Chipachip Student ID IBN220091 Unit Code / Unit Name SITXMGT001 Monitor work operations Assessment No. 2 Date of Submission 31/5/2022 Student Declaration : I certify that:  I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.  I have read the Assessment and Student Handbook and I understand all the rules and guidelines for undertaking assessments.  I give permission for my assessment material to be used for continuous improvement purposes. Student Signature: Thanet Chipachip Date: 31/5/2022 Trainer/Assessor Feedback Trainer/Assessor Signature_______________________ Date: ____ / _____ / ______ SIBN College V1.0 May 2022 Page 1 of 13

Result: □ Satisfactory | □ Not Satisfactory SIBN College V1.0 May 2022 Page 2 of 13

Assessment Task 2 SITXMGT001 Assessment Task 2 - Project Performance objective The students must demonstrate performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems. Assessment description For this assessment task students have to read 4 case studies given in Appendix 1 and answer all the questions asked related with case study. Procedure The assessment for this unit consists of 4 case studies included in Appendix 1. Read each case study and complete the questions and tasks for each as instructed. You are required to answer all questions and tasks as outlined in each Case study below. Submissions You must submit: ● Answers related with all 4 case studies Your assessor will be looking for:  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 SIBN College V1.0 May 2022 Page 3 of 13

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Assessment Task 2 SITXMGT001 o staff performance o procedural requirements o product development and marketing  monitor and respond to team-based operational and service issues during the above operation or activity  complete each of the following organisational records for the above operation or activity: o performance reports o staff records Appendix 1 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. 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. SIBN College V1.0 May 2022 Page 4 of 13

Assessment Task 2 SITXMGT001  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 To begin with, we can use GPS to track drivers to see how they are doing with their work; if they are having difficulty completing the tour, we can hire another driver for rotation or even provide a tour guide to accompany them on every car, which could be more expensive. 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 The employees and consumers are mostly affected by the changes. This is a group of important people who should be kept updated and consulted on any potential improvements to the business. The following are some of the SIBN College V1.0 May 2022 Page 5 of 13

Assessment Task 2 SITXMGT001 procedures that they are involved in: Staff: a) Staff notification of potential improvements, such as the installation of GPS systems to aid in vehicle tracking. During this time, the staff's opinions and suggestions can be heard. b) Putting the changes in place, such as installing GPS devices and hiring WHS staff. In order to adapt to the new changes, the workers should be properly educated. c) Assessment of the overall market after the improvements have been implemented. Customers: a) Informing consumers of changes in company operations and specifying whether the changes have an effect on the charges. Assure them that the improvements are being made for their protection and comfort. b) Ask for their feedback. c) Evaluate consumer reviews and assess a course of action. 3. List the measures taken to ensure functional clean vehicles, and prevention of hygiene issues a) Vehicles should be washed on a regular basis, ideally after each tour. This can be achieved by professionals. b) Check the car on a regular basis. c) Use a suggestion box to collect consumer feedback on hygiene problems. d) Educate the workers on the importance of hygiene and make it a necessity for all employees to practice it. e) Before the tour, assign someone to carry out vehicle maintenance and inspections. 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? Based on the preceding responses, it is clear that new work specifications will be required to ensure that the new changes are implemented seamlessly and that all employees perform at a high level. The workers will be informed of the changes, and their input will be considered in order to reach a consensus. Staff should be asked if they are relaxed with their current role to allow for seamless transitions. SIBN College V1.0 May 2022 Page 6 of 13

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Assessment Task 2 SITXMGT001 Staff Responsibility Drivers a) Driving during the tour. b) Ensure Vehicle cleanness. c)In charge of minor-vehicle repairs Meal Attendants a) Ensure availability of meals b) Ensure hygiene in food preparation, serving and packaging. Tour Guides a) Ensure timely and safe travel. b) Relay safety and any information to the customers 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 To accommodate the new jobs, such as drivers, training will be required. They can only provide professional guidance, which they can obtain from a professional car engineer. However, professional tour information about each location should be provided to new tour guides, which they should learn before starting work. The direct costs will be the salaries of new tour guides, car repairs, and manufacturing costs. Tasks Budget Training fee $700 Material cost $400 Labour cost $1,000 6. Describe how day-to-day operations will not be negatively affected with your proposed changes i) There will be no gasoline shortages or other car problems. ii) All of the hygiene-related issues can be resolved with the addition of additional workers. iii) Breaking the tour down into days and setting a time limit will ensure a higher quality tour. SIBN College V1.0 May 2022 Page 7 of 13

Assessment Task 2 SITXMGT001 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? Sexual harassment. This is inappropriate sexual behavior that offends, humiliates, or intimidates an individual when the reaction is reasonable in the circumstances. 2. Which procedure should be followed to receive a complaint like the one from Elena? 1. Write it down- Record the specifics of the abuse on your computer or other personal device, including the date and location of the incident, as well as the names of any witnesses. If at all practicable, have witnesses write a written account of the incident. Since others can read your account later, be as reliable and impartial as possible, and save your incident report somewhere safe where you can save and access it. If you don't have access to a computer, a written and dated record would suffice. 2. Collect your work records—Some harassers can try to disprove your argument by criticizing your work efficiency. You should gather copies of your personal file, performance reports, and/or other letters recording the quality of your work as an active means of protection for any problems that might occur in order to retain evidence of your job performance. 3. Inform your supervisor and human resources about the behavior. -Report any harassment to your immediate boss as soon as you become aware of it. In order to be legally liable for dealing with a coworker, the employer must be aware of the conduct. It is best to notify your boss in writing, outlining the incidents that occurred and requesting a meeting to discuss it in person. However, even though you just report it orally, the employer is still obligated to investigate. If your boss has one, you can even report the abuse to human resources after you've informed your supervisor. 3. Write a standard operating procedure that can be used to investigate a complaint, including actions for e.g. EEO and sexual harassment matters. step 1: Documentation of employers SIBN College V1.0 May 2022 Page 8 of 13

Assessment Task 2 SITXMGT001 step 2: All workers are informed about their employers: Both formal and informal options are available. step 3: Resolve grievances in an equitable, timely, and confidential manner. step 4: Give detailed instructions on internal audit procedures and record keeping step 5: Assure that no employee will be victimized or disadvantaged as a result of filing a complaint, and that it will be evaluated on a regular basis for effectiveness: Any information submitted by either side, such as documents, emails, voice messages, and images, will be examined. 4. Which legal responsibilities do have in your capacity as a manger in this instance? As a manager, we should completely understand the Sex Discrimination Act and other anti-discrimination laws, and should develop a formal policy that prohibits sexual harassment. The EEO officer should be notified of the complaint. SIBN College V1.0 May 2022 Page 9 of 13

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Assessment Task 2 SITXMGT001 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 Hold a meeting with all of the supervisors and managers to review and develop new policies and procedures for each department, as well as for all goods and services. and is strictly followed by all employees. HR: In every department of the hotel, we need to recruit more full-time employees and reduce the number of part-time employees. Due to the new management, we must re-interview and observe all employees, selecting those who are appropriate and excellent to remain. Arrange a series of service training classes for the staff before putting them on the job, and include induction for senior staff. Create a system of rewards and punishments. Food and beverage: the manager should create a written plan for presenting beverages on a regular or weekly basis; the chef should make it mandatory for any sous chef or anyone who cooks to follow the same recipe and make the same food presentation. Every step of the cooking process should be coordinated and recorded as though it were a meeting. Housekeeping: teach all housekeepers the same procedure for cleaning and setting up the bed. Regular meetings should be held to monitor progress, identify issues, and resolve them. 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. Transparency and effective communication must be created. Since the employees have already been chosen as a result of the new management, we should allow them to see this as a compliment. For the future of the hotel and to be a successful and competitive employee, all upcoming training and strict policies are needed. SIBN College V1.0 May 2022 Page 10 of 13

Assessment Task 2 SITXMGT001 When personal therapy is needed, provide it. Monitor the implementation by monitoring and analyzing how they are working, or by soliciting feedback from customers. To inspire them to learn and act better, create a reward and punishment scheme. 3. Which aspects will you investigate in the food and beverage/service areas? Aspects to look at in the food and beverage/service industries include:  Air quality and freshness.  Temperatures in various regions.  Cleaning is a must.  The amount of space allotted to each room, as well as the furniture's quality. 4. Provide details for the staff who will be involved in the process. The majority of employees are required to engage in training and quality control. However, in this case, we must focus solely on all kitchen staff because they are the backbone of the entire operation. We all know that good and tasty food drives business, and positive word of mouth is essential. Kitchen help staff must be retrained in process cooking. For the time being, chefs must create a fresh and revised menu. Front-of-house (F&B) staff must be rotated, and the regular schedule will be altered. Because some people assume that their behavior is acceptable, front-of-house staff must be rotated to improve and minimize any grudges that may exist between staff and customers. SIBN College V1.0 May 2022 Page 11 of 13

Assessment Task 2 SITXMGT001 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. Each department has a boss or head, so meeting with them to address the issues and find a solution is important, even though there haven’t been any significant complaints in the past but we don't know what will happen in the future. Aside from the boss, each department should have a head in every shift, and the head is the person who manages and checks that everyone is working in the same manner. Brand presentation is critical in the beverage and food industries. Before starting, the shift leader should provide a brief overview of the job. Beverages and foods that are presented differently from the original must be re-done. Furthermore, cooking ingredients can need to be weighed or measured in order to achieve a consistent food size. Furthermore, in the event that the room is made up and organized differently, we must make up/set up everyone in my group on how to make up and organize the room. Because many students work part-time, heads in each shift in each department are needed to take care of, manage, and check work and can directly report to the department supervisor to ensure that everything is done the same way, that service and product are similar regardless of time, shift, or head 2. What are the implications for all existing staff as a result and how will you provide for overcoming these? The consequences for all current workers are to do their best work by adhering to the rules and orders, because if everyone does their job correctly, there will be no gaps in service or food. To overcome these, employees may have to adapt and modify themselves because any changing process takes time and cannot be changed instantly. After that, give them a bonus or increase their bonus to inspire them to keep doing their best work. SIBN College V1.0 May 2022 Page 12 of 13

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Assessment Task 2 SITXMGT001 SIBN College V1.0 May 2022 Page 13 of 13

SITXMGT001 Assessment task 2 SIBN V1.0

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