SITXMGT001 Assessment 1-Short Answer (22)
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School
Khurshid International College, Chakwal *
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Course
1122233
Subject
Information Systems
Date
Nov 24, 2024
Type
docx
Pages
13
Uploaded by nageeeen110
Assessment Tasks and Instructions
Student Name
Muhammad Anees Sheikh
Student Number
0000014567
Course and Code
Tourism Diploma
Unit(s) of Competency and Code(s)
SITXMGT001 Monitor work operations
Stream/Cluster
Management
Trainer/Assessor
Ron Chapman
Assessment for this Unit of
Competency/Cluster
Details
Assessment 1
Short Answers
Assessment 2
Project
Assessment 3
Observations
Assessment conducted in this instance: Assessment 1
2
3
Reasonable Adjustment
1.
Has reasonable adjustment been applied to this assessment?
No
No further information required
Yes
Complete 2.
2.
Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature
Date
2
nd
Assessor to complete
I agree the adjustments applied to this assessment are reasonable
Name
Signature
Date
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency and relating to the
following aspects:
work organisation and planning methods appropriate to the industry sector
leadership and management roles and responsibilities in the relevant industry sector
operational functions in the relevant industry sector
procedures and systems to support work operations:
o
administration
o
health and safety
o
human resources
o
service standards
o
technology
o
work practices
concepts of quality assurance and how it is managed and implemented in the workplace
sustainability considerations for frontline operational management:
o
relationship between operational efficiency and financial sustainability
o
ways of minimising waste in the relevant work context
o
social responsibilities of the operation
time management principles and their application to leaders and managers for planning own
work and the work of others
principles of effective delegation and delegation techniques in a frontline management
context:
o
clear communication of what is required
o
gaining commitment
o
no undue interference
o
regular reporting
o
selecting the right person
problem-solving and decision-making processes and techniques and their application to
typical workplace issues
industrial or legislative issues that affect short-term work organisation appropriate to the
industry sector:
o
relationship of relevant industrial awards to hours and conditions of work
o
ensuring systems and procedures meet work health and safety requirements.
Place/Location where assessment will be conducted
SSH to complete
Resource Requirements
Pen, Paper or computer.
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you
with instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness.
Your trainer will provide you with feedback and the result you have achieved.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals
were explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I
have acknowledged or referenced all sources of information I have used for the purpose of
this assessment
Student Signature:
Muhammad Anees Sheikh
Date:
19 /06 /2022
This assessment:
First Attempt
2nd Attempt
Extension
–
Date:
/
/
RESULT OF ASSESSMENT
Satisfactory
Not Yet Satisfactory
Feedback to Student:
This assessment has met all criteria for
SITXMGT001 Monitor work operations,
assessment 1.Keep up the good work.. Keep up the good work.
Regards,Ron Chapman.23/6/22
Assessor(s) Signature(s):
Ron Chapman
Date
:
23/6/22
Student Signature
Date
:
/
/
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Assessment 1
Your task:
Answer the following questions. Each question must be completed.
Question 1
The process of monitoring work operations is often broken down into six stages. Name 3 of
these.
Planning and preparing- Goal-setting and deciding on how to achieve those goals.
Organizing- Allocating and arranging for the planned tasks to be done.
Staffing- Organizing enough staff and the correct staff to carry out the tasks.
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Question 2
Monitoring the expected service provisions of your staff is an important part of a frontline
supervisor’s job. How often should this be done?
Monitoring work should be a continual process. Rather than a periodic review. This fact
should be impressed upon all staff during their induction process. It should form an
everyday part of your duties as a supervisor
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Question 3
Once workflows have been established, what should you do to determine whether the
workflows you have implemented are in line with achieving organisational goals?
Once workflows have been establish it is important to monitor and review them. You will
need to determine whether workflows you have implemented are in line with achieving
organizational goals. You will need to assess whether they help your staff meet their
objectives and timelines. One method of organizing and managing workflows, both in an
operational and strategic sense is to use Gantt charts.
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Question 4
List 3 ways to identify quality problems with your service.
1.
Your employees can point out service faults.
2. You may notice some yourself.
3.
Your suppliers can provide feedback and your customers will definitely notice whether there
are problems.
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Question 5
‘In house training’ is one example of a process or system which you may need to make
adjustments to in order to resolve quality issues. List 4 other processes or systems from your
industry.
1.
Standards of customer service
2.
Work practices
3.
Administrative standards and procedures
4.
WHS and security issues
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Question 6
How can encouraging a culture of open communication and innovative thinking help you
improve efficiency and service levels?
When you create an open environment, it will lead to greater job satisfaction, reduced stress,
loyalty and mutual respect throughout the organization with the outcome of creating a more
productive work environment and a positive workplace.
https://thepalmergroup.com/blog/the-importance-of-open-communication-in-the-workplace
Question 7
List 3 ways to identify current and emerging trends in your industry.
Subscribe to trade journals
Subscribe to magazines
Remember to network.
https://squareup.com/au/en/townsquare/8-easy-ways-to-stay-on-top-of-industry-trends
Question 8
Sustainability is usually associated with the environment; however it can also refer to the
operations of a business. Other than environment, what are the 2 other areas of operational
sustainability?
1. Business profitability (Economic Terms)
2. Diversity of staff and ethical HR procedures
(
Social Term
)
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Question 9
What is the purpose of having a logical, well defined workflow?
Having a logical workflow will assist in organising your time so that your processes are
carried out efficiently and in the correct order.
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Question 10
List 3 business benefits of having an efficient and effective workflow?
1.
Using all the available resources at the appropriate times
2.
Carrying out the work in a timely, appropriate fashion
3.
Carrying out work cost-effectively
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Question 11
‘Considering the task to be delegated’ is the first step in the delegation process. List 3 more steps
in delegating work or job tasks to staff.
1.Select the team or person
2.Explain the reason for delegation
3.Explain the job
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Question 12
A Gantt chart can help you monitor your workflow progress against timelines to a help ensure
objectives are being met on time. List 3 things you need to do to develop a Gantt chart.
Plan and list the detailed processes required
Organise the order of tasks, particularly when one task is dependent on the
successful completion of another
Specify the overall project completion date
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Question 13
Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3
functions of coaches or mentors.
1. Work closely with team members and individuals to set realistic learning objectives
2. guide and monitor performance
3.
support and give advice for growth and development
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Question 14
‘Giving credit where credit is due’ is one effective way of providing feedback and guidance to
your staff. List 3 other examples.
1.
Give constructive criticism
2. Explain reasons for doing specific things
3. Provide guidance
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Question 15
You must keep management informed if the workflow you have designed impacts on staff. What
are 2 possible impacts implementing a new workflow may have on staffing requirements?
1.
no longer need a particular staff member
2.
modified people's tasks and duties
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Question 16
List 5 aspects of staff behaviour or productivity that you should monitor.
1.
Speed
2. Consistency
3. Communication
4. Teamwork
5. Dependability
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Question 17
What are 4 common signs that there may be some performance problems or issues you might
need to deal with?
1. Absenteeism
2. Time wasting
3. Tardiness
4.
Reduced productivity
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Question 18
How can simply sharing what you know to staff members improve the performance of the
business?
By simply sharing what you know you can improve individual staff performance. As a
result the team will be improved and so will the overall performance of the business. By
being a good leader you can have a direct impact on the success of the business.
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Question 19
Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List 3
ways you can make sure your brainstorming sessions are effective.
1. Never tell anyone that their idea is silly, worthless or wrong. The point is to open people up,
make them comfortable and get them to contribute.
2. The idea isn't to only come up with good ideas, or to stop and analyse every suggestion. The
longer the list of ideas is, the better the chances of finding the best solution.
3. Some ideas might seem stupid or silly, but in a brainstorming session all ideas are equal until
you test them. Even silly ideas might turn out to be useful and they might spark a thought in
someone else's head.
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Question 20
List 3 types of administration documents or workplace records you might need to complete and
submit in your industry.
Employer name e.g. Barry’s Backpackers
Employee name
Date of first employment
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Question 21
List 5 types of customer service related problems from your industry that would require your
attention as a supervisor.
1.
Difficult customer service situations
2.
Staff don't know and doesn't admit that
3.
Drink Spilled
4.
Customers booked on incorrect tours
5.
Frazzled staff
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Question 22
List 5 common management problems or issues that you as a supervisor, may deal with on a
regular basis.
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1. Difficult customer service situations
2. Service delivery failure
3. Dissenting staff
4. Time constraints
5. Poor communication with marketing.
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Question 23
Consider the following scenario.
A customer arrives to find that you have no record of a booking he claims he made with one of
your staff members several weeks ago.
What is a possible short term action you could take to resolve the problem?
Apologize the customer for inconvenience and try to accommodate him in any vacant room. Try
to cool him down with nice behaviour and patience
Question 24
Considering the previous scenario.
What is a possible long term action you could take to resolve the problem?
Hire the skilled staff and train them properly how to enter the booking in the system for
reducing confusion and missing out the bookings.
Question 25
What is the advantage of involving staff in the decision making process?
By allowing staff to be involved in the process, you are giving them ownership of the
problem and solution. Involving people can also give them a sense of belonging and
empowerment, which may increase their loyalty to the business.
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Question 26
When a staff member raises a problem with you, write 2 questions you could use to encourage
them to help solve the problem.
So, what do you think we should do about this?
We could do Solution A, or Solution B, which one do you think would be better?
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Question 27
How often should you review decisions you have made to see if they are still effective?
The review of decisions should form a part of your regular operational review process. The
review can be on a formal or informal basis, which often depends on the size of the operation.
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Question 28
Give an example of industrial awards or conditions in your industry, that may affect how you
roster staff, etc.
It's a legal order that ensures that all employees in a given industry or company have the same
working conditions and pay.
www.fairwork.gov.au
Question 29
Name a website could you use as a reference to check the awards and conditions of your
workplace.
www.fairwork.gov.au
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Question 30
For your department and your industry, list 4 job positions, and briefly describe the tasks and
requirements of each position.
2 of the positions must be management positions within your
sector (
the positions must differ from the examples provided below
)
For example:
Position
Tasks and Requirements
F&B Manager
Restaurant Supervisor
Head Waiter
Oversees bookings, training, budget, orders beverages
Ensures correct restaurant setup, service standards
Looks after sections of the restaurant
MANAGEMENT POSITION 1:
TASKS AND REQUIREMENTS:
Hotel manager
Overseeing personnel, including
receptionists, kitchen staff, and office
employees.
Monitoring employee performance and
conducting regular evaluations to help
improve customer service.
Collecting payments and maintaining
records of budgets, funds, and
expenses.
Welcoming and registering guests once
they arrive.
Resolving issues regarding hotel
services, amenities, and policies.
Organizing activities and assigning
responsibilities to employees to ensure
productivity.
MANAGEMENT POSITION 2:
TASKS AND REQUIREMENTS:
Housekeeping Manager
Manage the daily activities of the Housekeeping department to include appropriate
cleaning of all bedrooms, public areas and offices.
Planning, organising and directing team members to ensure the highest degree of
patient satisfaction and high standards of cleanliness across the hospital
To monitor, check and maintain standards of cleanliness within all areas of the hospital
on a daily basis.
Daily supervision of all housekeeping staff at The Holly Hospital
Purchase, order and maintain housekeeping supplies and inventory.
Recruit, schedule and train all new housekeeping staff members.
POSITION 3:
TASKS AND REQUIREMENTS:
Barista
Greet customers as they enter
Give customers drink menus and
answer their questions regarding
ingredients
Take orders while paying attention
to details (e.g. preferences of coffee
blend, dairy and sugar ratios)
Prepare beverages following recipes
Serve beverages and prepared food,
like cookies, pastries and muffins
Receive and process payments
(cash and credit cards)
Keep the bar area clean
POSITION 4:
TASKS AND REQUIREMENTS:
Room Attendant
Change bed linen and make beds
Replace used towels
Sweep and mop floors
Vacuum carpets
Dust furniture
Replenish bath care products (e.g. soap
and shampoo)
Restock beverages and food items in
the mini-bar
Clean public areas, like corridors
Report any technical issues and
maintenance needs
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Question 31
List 4 principles of time management.
1. Set aside time to plan
2. Set priorities
3. Allocate time according to importance
4. Schedule time for distractions
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