Assessments_SITXMGT001_Jaspal_Draft

docx

School

Duke College *

*We aren’t endorsed by this school

Course

Subject

Management

Date

Nov 24, 2024

Type

docx

Pages

Uploaded by SHIPANA

1. The process of monitoring work operations is often broken down into six stages. Name three of these.  Creating a specific method to measure target performance, we can use KPI (key Performance Indicator) to monitor the performance of daily operation, such as if we set the target of 10 units per day for sales department, so by using this process, we can monitor the performance of them  Compare the measurement with the actual performance results of daily – how many they have sales in a day we can find out with this  Create the system to encounter the problem and identify the problems what is wrong with the work performance 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? Once per week is the right time to monitor the staff’s performance for their expected service provisions. By doing weekly observing, it is simpler to beware of the data as well as precision of the monitoring system too. 3. Once workflows have been established, what should you do to determine whether the workflows you have implemented are in line with achieving organizational goals? Making a monitoring system that would have the option to help in assessing and observing the actualized work processes, roles, and responsibilities so it will consistently be lined up with the organizational goals and objectives. 4. List 3 ways to identify quality problems with your service. Customer survey and complain, utilizing the review and the rate of complain from the clients that the organization got about their service quality SWOT examination, doing a SWOT investigation to recognize the strength, weakness, opportunity and threat of the organization's service quality. This examination will assist the organization with identifying what is missing and what turned out badly with their service quality Cause and effect diagram uses this investigation strategy to discover what is the reason for poor or issue in the quality service and what sort of impact it would provide for the business activity 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.  Personal training/coaching/mentoring

 Job rotation  Seminar about quality service  Performance evaluation and assessment (to determine training needs analysis) 6. How can encouraging a culture of open communication and innovative thinking help you improve efficiency and service levels? Employees will have the option to speak transparently about the issues that they experience during work, which will make it simpler for their team leader to recognize those issues and think about an approach to explain it. Open communication with other colleagues will help the employees in exchanging ideas and opinion, which will bring about new and creative routes in tackling issues. Issues will be solved simpler and quicker. 7. List 3 ways to identify current and emerging trends in your industry. Expand networking: - by growing the size of the system that the organization have, it is simpler for the organization to think about the current and rising patterns in their chosen industry Utilize internet sources: - start by subscribing to journal/blog/website that is relevant to the industry of the company Market research: - it is the best way in exploring for the current and new trends in the industry by legitimately taking the assessment of the customers and think about their inclinations 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?  Economic Terms – for example, business profitability  Social terms – diversity of staff and ethical HR procedures 9. What is the purpose of having a logical, well defined workflow?  To think exactly about the progression of the work, steps ought to be taken, how long a task would take, and who is answerable for the task  To have the option to analyses the procedure of the work, what turned out badly in the process, and what should be possible to improve it  To adjust the group/representatives in the correct direction to accomplish the business objectives 10. List 3 business benefits of having an efficient and effective workflow?  Improved productivity  Achieving the business goals of the company within the right timeframe and deadline

 Business could identify the problems within the work process and fix it immediately without experiencing any big loss over the problems  Improved efficiency in terms of speed  Increased business reputation 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.  Assign the individual which the task will be appointed to  Confirm comprehension and responsibility from the individual about the assigned task. Guarantee they agreed to do it to avoid from assigning the task back  Evaluate and monitor the progress and give advice/help when necessary 12. Coaching and mentoring staff can help them priorities their job tasks and workload. Name 3 functions of coaches or mentors.  As a counselor/advisor to help create professional interest and profession objectives for the employees  As supporter that will be prepared to help the representatives when they required any directing or counsel  As motivator to the employees to keep investigating themselves and encourage them with the correct equipment that could help with their professional development and career 13. ‘Giving credit where credit is due’ is one effective way of providing feedback and guidance to your staff. List 3 other examples.  Encouraging employees to improve their abilities and information  Doing the performance appraisal and assessment review  Improve employee’s motivation 14. 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?  Implementing another work process may cause an adjustment in job description  It also might cause a change in the operational of the company and how their business in being operation 15. List 5 aspects of staff behavior or productivity that you should monitor.  Satisfaction on their present place of employment and position  The teamwork inside the group or the organization  Their requirements for accomplishment or acknowledgment

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

 Their relational expertise, including their communication skill  Current performance of the staffs 16. What are 4 common signs that there may be some performance problems or issues you might need to deal with? Quality of work of the representative The representative continue missing the deadlines Lack of assurance, inspiration, and low on commitment with their activity The employee is having an issue working with different associates or their immediate supervisor 17. How can simply sharing what you know to staff members improve the performance of the business? By sharing knowledge, data and information to one another, it would assist with improving the general performance of the business. In light of the fact that the staffs will have the option to deal with a similar ground and having a similar information, ability, information, therefore, the activity will be more smooth, and it impact on the effectiveness of the staff’s performance during work hours. 18. Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List 3 ways you can make sure your brainstorming sessions are effective.  Have a moderator to keep the session in check  Distinguish the issue and technique to determine it  Defining the objectives and set the time frame to reach at the goals 19. List 3 types of administration documents or workplace records you might need to complete and submit in your industry.  An up-to-date staffs personal information and data  Meeting minutes  Financial records of the company 20. List 5 types of customer service related problems from your industry that would require your attention as a supervisor.  Customers being dealt with discourteously by the staffs  The organization cannot stay faithful to their commitment such as failing to meet expectations, bad product.  Client is compelled to purchase things that they didn't require  The organization takes excessively long to response and resolve issues  Staffs didn't have the correct information and ability when selling the things to the

customers 21. List 5 common management problems or issues that you as a supervisor, may deal with on a regular basis.  Lack of communication with each other that may make a strain inside the organization or colleagues  Some of the employees are having poor performance  Bullying that occur inside the working environment and takes too long to ever be settled  Some of the employees do not have the skill and knowledge for their position  No expert guidance or backing from the management 22. 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? Firstly, explain the situation to the customer and apologize in politely manner. If there is any free table left in the restaurant, we will quickly guide the customer to there and offer a free drink. If there are, no empty tables then offer a drink to them while they are waiting in the waiting area. Also, first find out that there is any empty room left for the customers so give them access to it, so they can rest. Management could also offer discount on popular restaurant or free pass to the hotel facilities 23. Considering the previous scenario. What is a possible long-term action you could take to resolve the problem? Make a list of all the appointments and share it with all the employees who are working with you. Furthermore, when the employees get a call for reservation, train them to include the date of the call, reservation date and double check with the customer about their information. Management team have to first check with the staff about the booking. After knowing the exact problem, the management could offer a better room for the stay or they can contact their respective hotel partners and ask them if they have same quality room is available or not. They can offer discount or give refund to the customer for their hotel booking. 24. What is the advantage of involving staff in the decision making process? Involving the staff in decision-making process will generate more ideas and opinion and give them an opportunity to share this knowledge with others. Company will get more innovative ways in problem solving. It improves the work-place relationships, which indirectly strength

the relationship between manager and employee. It encourages a strong sense of teamwork among workers as well. 25. When a staff member raises a problem with you, write 2 questions you could use to encourage them to help solve the problem.  What kind of help do you think you need in order to solve the problem?  What do you think is the cause of the problems? 26. How often should you review decisions you have made to see if they are still effective? Once a week is, the ideal time to review every decisions made and check, whether they are still effective, enough to be used for another week or changes are necessary. All solutions must be monitored for proper execution once a month. Monitoring will allow judging the effectiveness of the decisions. After this process, follow up should need to do and inform about this to all the employees. If in the future any changes are, need to be made then it will be made based on this follow-up process. 27. Name a website you could use as a reference to check the awards and conditions of your workplace. https://www.fwc.gov.au/ - Check the modern awards list https://www.fairwork.gov.au/ - in awards and agreements section

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

References:- Fair Work Commission | Australia's national workplace relations tribunal. (2023). Retrieved 3 rd February 2023, from https://www.fwc.gov.au/ Monitor work operations, Course Book, 2023, retrieved on 3 rd February 2023, from https:// futuragroup.com.au Welcome to the Fair Work Ombudsman website. (2023). Retrieved 3 rd February 2023, from https://www.fairwork.gov.au/

Assessment 2: Case Study Case Study 1:- 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 It is true that the work hours of the driver is very high, as they have to prepare the vehicle before and after coming from the tour. For monitoring the work hours, I have to see what drivers are doing when they report for the duty. Starting from cleaning and preparing the vehicle how much time, they take, then for tour how much time they are spending along with breaks and finally when they report back after tour how much time they take to clean and maintain the vehicle. It would seems our most problem will decrease and efficiency will increase if we appoint a helper for each vehicle then the driver will have time to focus on the areas who were neglected till now and because of which the small issue arise like serving to the customer, cleaning the vehicle etc. 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 period involved in your changes. While doing a consultative process with our customers; food vendors, drivers/tour guide many points came in our way. We have requested our customers to give written review for our services and any suggestions, we have done 3 meetings with our driver/tour guides to know their issues, we have also done an open meeting with our food vendors. From the meeting we have decided to appoint five helpers for the drivers for each vehicles and we will do a quality check for the food to be served. If food will be found spoiled and unsatisfactory then we will change the vendor. We will also purchase bone-china utensils, which will be kept in every vehicle so that customers should feel that they are eating in their own home. Appointing helper will reduce burden on the drivers and they will be given time to rest or early leave. 3. List the measures taken to ensure functional clean vehicles, and prevention of hygiene issues.

The drivers will have time to take care of the vehicle, as helper will be there to assist them. Thus, they will check the fuel level every day in morning before leaving for tour. Because of this, the vehicle will not face any time wastage and tour time will be completed as specified. Driver will refuel the vehicle once they de-board the customers. The helper will clean vehicle instead of drivers, who at the time will check regularly for any technical issues, like checking of air conditioning and other parts of vehicle. Because of this, the vehicle will not struck midway and customers will not face unnecessary issues. When clients will swim at Lake McKenzie then the helper will recheck the utensils and ensure they are properly hygienic and morning tea will be served on those clean utensils. Helper will clean utensils when tour end. Once cleaned they will be kept back at vehicle. Cleaned and hygienic utensils will be used to serve the customer next day. Helpers will also check the toilet at the picnic area for any venomous snake so that our customer's be safe. 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? After lots of meeting and discussion it has been decided that everyday there will be a formal meeting between me as duty manager, drivers and helpers. They will be told about everyday plan and how to treat customers. Drivers will be responsible for making customers happy and helpers will take all orders from drivers. Everyone will complete his responsibilities on time and will maintain proper etiquette. Two job specifications will be written each for driver and helpers where their responsibilities will be mentioned and they will act accordingly. 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 I recommend that we should organize a weekly training for drivers and helpers. The training will make them aware of new changes in the market, along with make them educated with proper maintenance of etiquette. Since our drivers are well trained and knowledgeable, also none of our customer have raised any issue regarding our tour guide capability so I suggest no outside training is required. I will personally lead the training session and together will make our team stronger. Helpers will also be trained to handle wild creatures if necessary. With my proposed changes, all things will become more organized. New appointment of helpers will help drivers to have more time to relax. Customers will get better service. Since day-to-day activities organized so, there will not be any negative effect. Drivers when reach for work every day, everything will already be in place so tour will start at its schedule time. Vehicle will perform much better and expect that there will not be any fault on regular basis. Food will be checked to ensure quality so that customer's did not compliant. Good utensils

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

will make customer feel like they are eating at home. Cleaning of utensils will be done when tour will get over so that it would be available to use next day. Training will be done on when there is free time. Thus, I recommend my plan to be executed. 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 (stalking)  Bullying (offensive remarks)  Abuse of power (same shift) 2. Which procedure should be followed to receive a complaint like the one from Elena? Write down important detail Write down the details of the report (date, location, witnesses, etc.) on computer or any personal device; ask witness/es to make a written account of the accident if possible. Make sure to write the record as accurate and as objective as possible because it will be read by authority/involved parties later on. Store the report/record in a safe place and easy to access if needed. Interview with involved parties Schedule a separated interview session with Elena, the supervisor, and witnesses (if there were witnesses) to get more detailed information. Make sure to be objective and as fair as possible during the interview, do not put immediate blame on the defendant and do not invalidate the complainant, always maintain confidentiality. Store the report/record of each interview in a safe place and easy to access if needed. 3. Write a standard operating procedure that can be used to investigate a complaint, including actions for e.g. EEO and sexual harassment matters. SOP can be written in many ways, in Elena case needs to take privacy; we cannot avoid any information as it can raise tension. We need the approve to achieve the goal. Therefore, we are going to preparing a simple SOP and use signature to abide the team member in consideration.

Standard Operating Procedure (SOP) Harassment sexual.  Act promptly  Maintain confidentially  Pass any notes on to managers or higher up if an investigation is requested or is appropriate, follow the next procedure. Procedure: to investigate a complaint.  Do not assume guilt  Advise on the potential outcome of the investigation if the allegation is substantiated.  Interview witnesses, separately.  Keep record of interview and the investigation  Interview the alleged harasser, separately and confidentially and let the alleged harasser know exact of what they are being accused. Give them a chance to respond to the accusation. Make it clear they do not have to answer any questions; however, the manager will still make decision regardless.  Listen carefully and record details.  Ensure confidentially, minimize disclosure.  Decide on appropriate action based on investigation and evidence collected.  Check to ensure the action meets the need of the complaint and company.  If resolution is not immediately possible, refer the complaint to more senior management. If the resolution needs a more senior manager’s authority, refer the complainants to this manager.  Discuss any outcome affecting the complaint with them to make sure where appropriate you meet their needs. 4. Which legal responsibilities do have in your capacity as a manger in this instance?  Maintain a work environment free of sexual harassment.  Be able to identify sexual harassment.  Prevent sexual harassment incidents  Prevent sexual harassment incidents  Understand federal and state laws  Create and maintain a positive, productive workplace  Model appropriate behavior  Contact Human Resources with concerns and complaints.  Maintain confidentiality, except for disclosure reasonably required by the investigation

Case Study 3 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. An ability that requires continuous preparation and growth is to handle people effectively in extension programs. It is possible to describe a manager as the person appointed with formal authority over an organization. He or she has a role that contributes to different social relationships, allowing the manager to formulate plans, make decisions and take action. Several distinguish management organizations for extension management methods, large spans of influence, democracy, and autonomy. All administrators, however, face the same challenge: balancing one's time, priorities, and resources to execute tasks and enforce specifications for all different departments: Restaurant: All food needs to be systematically portioned and it is important to avoid imaginative garnishing and prepare only as specified by the chef. We do not want to put an end to the ingenuity of students and want our part-time workers to appreciate their working atmosphere. However, to be achieved, we need to outline theory, strategy, priorities, and

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

consequential stuff. Room service: Our plan would help to set priorities in terms of evolving demands and to review and revisit targets. For both new and old staff, particularly part-time employees, constant training and periodic encouragement are required. Gym area: the plan here will help to ensure good contact with workers and within the working group. Explain why the job is critical and must be taken care of as outlined by management in the Gym approved guidelines. Cafe-bistro: When serving drinks, they need to be a consistent approach and those we should develop formal and informal organizational frameworks at the right time as a means of giving authority and sharing responsibilities. Mall Seating: When introducing some new system, this one area will not be more affected as it is more of a general meeting area, but as we have seating, we need to remind all who are responsible, including both workers and the public. 2. What are the implications for all existing staff as a result and how will you provide for overcoming these? Implications for employee members are lack of enthusiasm, frustration as to why things are altered when every aspect of operation and fieldwork is pleasant. Many rumors can go around, and employee politics can have a negative impact. Part-time workers may take responsibility for themselves. To resolve these above issues and consequences, our approach is: Take time to watch and listen: If you know that changes are approaching, it takes time to carefully watch and listen to the employees. Employees will often openly communicate their anxiety to you but other times their anxiety becomes noticeable by changes in their actions or performance. This is especially the case when their relaxed and predictable habits are disrupted by change. Take time to observe and listen to them, and then take steps to deal with the anxiety that you may detect. Display your true concern: open the lines of communication between management and workers. Speak about what you know, honestly and frequently, and encourage feedback. Show that you really care for the wellbeing of your people by understanding their needs and doing everything you can to assist them. Fix what you can: Fix the stuff that you have power over after hearing concerns and collecting input. Uncertainty also stems from miscommunication or misunderstandings, avoiding promising something to your staff that you do not offer or having no business promising them in the first place.

Train and prepare: Make time available for your staff to learn new skills if you have the opportunity and the money. Offer them a chance, with more expertise or experience, to plan for transition. Preparation and preparation will help them adapt more quickly into new positions, or, if it becomes a requirement, search for jobs in other areas or organizations. References:- Monitor work operations, Course Book, 2023, retrieved on 3 rd February 2023, from https:// futuragroup.com.au

Assessments_SITXMGT001_Jaspal_Draft

Related Documents