SITXMGT001 Assessment task 1 SIBN V1.0

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Australian Pacific College *

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SITXMGT001

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Information Systems

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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. 1 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 12

Result: □ Satisfactory | □ Not Satisfactory SIBN College V1.0 May 2022 Page 2 of 12

Assessment Task 1 SITXMGT001 Assessment Task 1 – Questions and Answers 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 Students need to answers all the questions asked in the question section. Procedure 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. Submissions You must submit: ● Answers to all the questions below Your assessor will be looking for:  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: SIBN College V1.0 May 2022 Page 3 of 12

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Assessment Task 1 SITXMGT001 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. SIBN College V1.0 May 2022 Page 4 of 12

Assessment Task 1 SITXMGT001 o 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  Organising  Staffing 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. It should form an everyday part of your duties as a supervisor. 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? You will need to assess whether they help your staff meet their objectives and timelines. One method of organising and managing workflows, both in an operational and strategic sense, is to use Gantt charts. Question 4: List 2 ways to identify quality problems with your service. 1. Y our employees can point out service faults 2. Your suppliers can provide feedback SIBN College V1.0 May 2022 Page 5 of 12

Assessment Task 1 SITXMGT001 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. Work practices 2. Incorporation and use of technology within procedures 3. Administrative standards and procedures 4. WHS and security issues Question 6: How can encouraging a culture of open communication and innovative thinking help you improve efficiency and service levels? Open communication allows your employees to be more engaged and understand that what they do matters in the success of the business. Making sure your employees understand the big picture and the part they play in the success of the organization will help them understand why decisions are made and how those decisions impact them specifically and the company as a whole. Effective communication will lead everyone to be on the same page; moving in the same direction toward the same goal. Creating an innovative business culture will ensure everyone in the business is working towards improving business practices, efficiency and performance. Question 7: List 2 ways to identify current and emerging trends in your industry. 1. Attendance at trade shows, 2. B ecoming a member of an industry body 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. Economic terms, e.g. business profitability 2. Social terms, e.g. diversity of staff and ethical HR procedures SIBN College V1.0 May 2022 Page 6 of 12

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Assessment Task 1 SITXMGT001 Question 9: What is the purpose of having a logical, well defined workflow? Creating and maintaining a logical workflow will assist in the efficiency of your operations. Having a logical workflow will assist in organising your time so that your processes are carried out efficiently and in the correct order. Question 10: List 2 business benefits of having an efficient and effective workflow? 1. Using all the available resources at the appropriate times 2. Carrying out work cost-effectively 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 reasons for delegation 3. Explain the job 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. 1. Plan and list the detailed processes required 2. Organise the order of tasks, particularly when one task is dependent on the successful completion of another 3. Specify the overall project completion date 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. G uide and monitor performance 3. Motivate and encourage SIBN College V1.0 May 2022 Page 7 of 12

Assessment Task 1 SITXMGT001 Question 14: ‘Giving credit where credit is due’ is one effective way of providing feedback and guidance to your staff. List 2 other examples. 1. Give constructive criticism 2. Explain reasons for doing specific things 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. If you have streamlined processes so much that you no longer need a particular staff member . 2. If you have modified people's tasks and duties, staff might not appreciate having duties taken from them or being shifted around. Question 16: List 3 aspects of staff behaviour or productivity that you should monitor. 1. Speed 2. Consistency 3. Quality of work Question 17: What are 3 common signs that there may be some performance problems or issues you might need to deal with? 1. Absenteeism 2. Time wasting 3. Tardiness Question 18: How can simply sharing what you know to staff members improve the performance of the business? For example you might observe a staff member using an incorrect technique when pouring milk for a coffee. Assisting the staff member and showing them the correct way will improve the staff member's ability, make future customers happier and possibly improve profitability. SIBN College V1.0 May 2022 Page 8 of 12

Assessment Task 1 SITXMGT001 Question 19: Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List 2 ways you can make sure your brainstorming sessions are effective. 1. Be positive 2. Make variations Question 20: List 2 types of administration documents or workplace records you might need to complete and submit in your industry. 1. Employee detail including employee’s name, date of birth, tax file number, bank detail, etc. 2. Superannuation fund name and contribution details Question 21: List 4 types of customer service related problems from your industry that would require your attention as a supervisor. 1. Customer difficulty 2. Service delivery 3. Inadequate training 4. Poor communication Question 22: List 3 common management problems or issues that you as a supervisor, may deal with on a regular basis. 1. Budget variances 2. Time constraints 3. Staffing levels 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? A TH&E business exists to provide service to its customers and if you make decisions that impact negatively on customer service then you are effectively undermining your business' raison d’être. You can check for availability and provide the service to the customer. If you cannot make the decision yourself, you should inform your manager. What is a possible long term action you could take to resolve the problem? SIBN College V1.0 May 2022 Page 9 of 12

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Assessment Task 1 SITXMGT001 You should inform all staff member to record all booking into the system immediately they receive the booking from customer. If they do not do it immediately they could forget and the same problem could occur. Question 24: What is the advantage of involving staff in the decision making process? When subordinates are given the responsibility for dealing with a problem, their self-esteem increases and they take pride in their demonstrated value to the organisation. The final decision-making power will always lie with the supervisor or manager, but it is still important to allow staff to have some say in decisions that will affect them. Also, there will also be times when you will not available to solve problems or make decisions for your staff, for example when you are in meetings, visiting customers or suppliers, or on holidays. Because you won’t always be able to solve problems and find solutions, you should try to foster a culture of problem solving amongst your staff. Question 25: 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?  Have you tried to fix the problem? How have you tried to fix it? Question 26: How often should you review decisions you have made to see if they are still effective? A decision that you made last year may have been entirely appropriate at the time but may be outdated due to a change in organisational structure, a modification of procedures or the introduction of technology. Thus the decision should be review regularly as a part of regular operational review process. Question 27: Give an example of industrial awards or conditions in your industry, that may affect how you roster staff, etc. For example, all staff are entitle to annual leave and sick leave, if the staff request for leave, we must manage the roster to have enough staff working while the staff are on leave. SIBN College V1.0 May 2022 Page 10 of 12

Assessment Task 1 SITXMGT001 Question 28: Name a website could you use as a reference to check the awards and conditions of your workplace. www.fairwork.gov.au Question 29: For your department and your industry, list 2 job positions, and briefly describe the tasks and requirements of each position. 1 of the position 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: Culinary director Oversees chefs, hire chefs, organise workflow in the kitchen, plan budgets, establish menu, determine the price on menu POSITION 2: TASKS AND REQUIREMENTS: Chef Prepare and cook dishes, set up the kitchen with kitchen equipment and utensils, prepare ingredients, create recipe Question 30: 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 SIBN College V1.0 May 2022 Page 11 of 12

Assessment Task 1 SITXMGT001 SIBN College V1.0 May 2022 Page 12 of 12

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