RC_SITXHRM009 Assessment 2 -Project

Assessment Tasks and Instructions Student Name Anish Panchkoti Student Number RC00003396 Course and Code Certificate IV in Kitchen Management (SIT40521) Unit(s) of Competency and Code(s) SITXHRM009 Lead and manage people Stream/Cluster Certificate IV in Kitchen management Trainer/Assessor PRABHALEEN KAUR Assessment for this Unit of Competency/Cluster Details Assessment 1 Short Answers Assessment 2 Project Assessment 3 Practical Observation 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 Anish Panchkoti Date 02/12/2023 2 nd Assessor to complete I agree the adjustments applied to this assessment are reasonable Name Signature Date 1 of 22

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:  roles of and functions performed by supervisors and managers: o decision making o delegating tasks o monitoring staff o planning and organising o providing information:  organisation performance  changes in organisational policies  marketing information and targets  overall organisational objectives  plans for new equipment  rationale for management decisions  technology updates  training developments  expectations, roles and responsibilities of team members: o adhering to policies and procedures o cooperative and open communication o nature and scope of work o relationships with others in the workplace and interdependent areas of activity o reporting requirements  considerations in the individual development of staff: o change in job responsibilities o external training and professional development o formal promotion o internal training and professional development o opportunity for greater autonomy or responsibility  features of different leadership styles  features of open and supportive communication  characteristics of effective leadership  principles of teamwork and: o characteristics of effective teams o roles and attributes of team members o organisation of teams o potential team problems o benefits of effective teamwork  role and theories of motivation as they apply to the management of individuals and teams  the role of group dynamics in successful team management  forms of recognition and reward applicable to leading staff: o acknowledging individual good performance to the whole team o incentive initiatives o informal acknowledgement o presenting awards o written reports to management  types of organisational plans and planning processes. Place/Location where assessment will be conducted 2 of 22

This assessment: First Attempt 2nd Attempt Extension – Date: / / RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory Feedback to Student: Assessor(s) Signature(s): Date: / / Student Signature Anish Panchkoti Date: 02/12/2023 4 of 22

Assessment 2 Your Tasks: Part A – Setting managing and communicating Key Performance Indicators For this assessment you are required to consider a scenario from your industry and then set key performance indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what the current KPIs are and set target KPIs to be achieved. You will then need to: 1. Set and measure KPIs. 2. Use new or innovative approaches to meet the KPIs. 3. Define constraints to meeting KPIs. 4. Know what to do if KPIs are not met. 5. Use appropriate methods of communication. If more space is required for any answer you can attach a separate page containing name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission. Please choose ONE of the following scenarios which most closely resembles your industry. 5 of 22

Tourism Scenario: As the team leader at Bulga Bulga adventure tours you are responsible for overseeing the promotion, booking and tour guide teams of guided bus tours in outback Australia. The managing director has set business targets he would like to see achieved over the next 12 months. They are: Current Targeted On average, only 50 of our 320 customers per month are repeat customers. Increase number of repeat customers to 70 per month. In customer feedback surveys only 45% of people say they are happy with the catering on the tours. Increase percentage of positive customer surveys to 75% Commissions from bookings through our partner agencies made up $15,000 on average per month. Increase partner agency commissions to $20,000 per month. 7 of 22

Events Scenario: You are the Team Leader of the Events Management team and have received an email from your Managing Director. Part of the email reads: ------ Good Morning, I need to draw your attention to some problems that have recently come to my attention. On the eventmanagement.com website, our company has received 14 poor reviews out of 22. This means only 37% of people are giving positive reviews. In my opinion anything less than 80% of positive reviews is unacceptable. The 2 most common reasons given for the poor reviews are the poor quality of catering, and that events did not run on time. We know from our own customer feedback that our customers are generally very happy with our service, so I believe getting more of our happy customers to post would be a great advantage and boost our ranking on the site. As we have almost 50 customers per month I would like to see at least half of these encouraged to post positive reviews online. Also, our repeat customer figures show that only 5 of our 50 customers last month were from repeat business. I would like to see this increase from 10% to the industry average of 20%. As team leader, I am relying on you to make the team aware of the problems, set targets for improvement, and see that they are achieved over the next 6 months. Regards, Ed Ventura, MD. From this email the goals are: Current Targeted 37% of people are giving positive reviews on eventmanagement.com Increase percentage of positive reviews to 80% Unknown Get 25 new reviews posted per month on eventmanagement.com 10% of customers come from repeat business. Increase percentage of repeat customers to 20%. 8 of 22

Model Tourism KPIs KPI 1: KPI Name: KPI Description: Current: KPI Target: How you will measure this KPI? Over what time frame? KPI 2: KPI Name: KPI Description: Current: KPI Target: How you will measure this KPI? Over what time frame? KPI 3: KPI Name: KPI Description: Current: KPI Target: How you will measure this KPI? Over what time frame? 10 of 22

Model Events KPIs KPI 1: KPI Name: KPI Description: Current: KPI Target: How you will measure this KPI? Over what time frame? KPI 2: KPI Name: KPI Description: Current: KPI Target: How you will measure this KPI? Over what time frame? KPI 3: KPI Name: KPI Description: Current: KPI Target: How you will measure this KPI? Over what time frame? 11 of 22

3. Constraints to meeting KPIs. What could prevent you (organisational constraints) from implementing these new techniques? What needs to be considered? Answer: Several organizational constraints might impede the implementation of new techniques aimed at achieving KPIs. Here are some considerations:  Resource Limitations  Resistance to Change  Time Constraints  Legacy Systems or Processes  Lack of Expertise or Knowledge  Regulatory or Compliance Issues  Communication and Collaboration Challenges  Risk Aversion  Leadership Support and Alignment When preparing to put new techniques into practice, these limitations must be taken into account. Developing a well-thought-out plan to deal with these obstacles and carrying out a comprehensive assessment can raise the likelihood of a successful implementation and the accomplishment of the targeted KPIs. 4. What to do if KPIs are not met. What will you do if you identify that staff members struggle or do not achieve the set targets? Think about the technique you would use to find where the problem lies, who you would communicate with and the steps involved in finding a solution. Answer: Staff members who are having difficulty meeting KPIs or targets should be addressed as soon as possible. Here's a methodical approach: Identify the Problem, Communication and Discussion, Root Cause Analysis, Collaboration with Stakeholders, Develop Action Plans, Provide Support and Resources, Monitor Progress and Feedback Loop, Celebrate Success and Adjustments. By taking these actions, you establish an organized method for recognizing, addressing, and resolving performance concerns, creating a positive work atmosphere that encourages employees to reach goals and make improvements. 13 of 22

5. Methods of communication. What methods of communication will you use to communicate the KPIs to your team? Answer: The methods of communication I will use to communicate the KPIs to my team are as follow:  Meetings: The most effective way to communicate about issues facing the company, potential solutions, client comments, and accomplishments is through meetings.  Training: It can also show to be an effective means of communication for KPIs because it gives staff members ideas for communication and helps them pick up new skills. It facilitates the smooth operation of the work and helps to dispel confusion.  Memos: They can also be an effective method since they aid staff in remembering the tasks they must perform in order to keep the operation running smoothly. 14 of 22

JOB TITLE: Responsibilities Executive Chef Creation of new menu items. Manage and oversee the process of preparing food. Assigning tasks to junior staff members. Observe WHS safety regulations. Hiring staff members as needed. Respect dietary and hygienic regulations while upholding safety norms. Assume management and staff training responsibilities. 16 of 22

b. Relate job responsibilities to specific performance indicators Using the job responsibilities you listed in part A, create specific performance indicators. You will need to:  State what the indicator is  Document how the indicator will be measured Example: Performance Indicator: How this will be measured: Delegate job tasks to other waiting staff. All waiting staff to know their own role and tasks for each shift. Performance Indicator: How this will be measured: Creating a new menu or making updates to the current one. The total number of dishes sold and the customer feedback are two ways to gauge it. Performance Indicator: How this will be measured: Assign other cooks job responsibilities. Every chef should understand their specific role and responsibilities for every shift. Performance Indicator: How this will be measured: Improve customer satisfaction. Count the number of favourable and unfavourable reviews. 17 of 22

d. Professional Development Training and development should help solve problems or skill shortages in the department and improve both the staff member and the business. List 3 techniques which you can use to identify problems or skills shortages in your department, which will help you determine training needs. EXAMPLE: TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES: Using customer feedback surveys. Customers making complaints might point you to a problem with products or service, which may highlight gaps in an individual’s knowledge or skills. Answer: The 3 techniques which can be used to identify problems or skills shortages in my department, which will help me determine training needs are listed below: o Surveying people: Surveying people can be a useful tool for quickly identifying skills gaps or persistent issues and for efficiently determining the best course of action. Either oral or written methods may be used to conduct it. o Evaluation analysis: Evaluations must be analysed within the time frame allotted in order to help the organization identify the current obstacles, or the errors made by employees regarding their performance at work. o Staff behaviour evaluation: The personnel that work for any organization are its most vital component. Keeping an eye on employee behaviour will make it easier to spot staff mistakes and advancements. In this manner, in the event that the organization is not performing up to par, it will be simple to address the recurring issues. 19 of 22

e. Bonus and Reward Systems What is the purpose of a reward system? Answer: The goal of the reward system is mentioned in the following:  Gives the staff a sense of worth.  Improves productivity and work habits. List 3 different ways you can reward your employees. For each reward type list any positive or negative aspects associated with the type of reward. Reward Positive Negative 1. Monetary Rewards 2. Non-Monetary Recognition: 3. Developmental Opportunities: 1. Monetary rewards like bonuses, salary raises, or cash incentives can serve as strong motivators to encourage better performance. 2. Recognition through praise, acknowledgment, or public appreciation fulfills the employee's need for recognition and boosts morale. 3. Providing opportunities for skill development, training, or career advancement demonstrates investment in employee growth and fosters loyalty. 1. If used frequently or inconsistently, monetary rewards can create an expectation or entitlement among employees, leading to dissatisfaction if not consistently met. 2. Some employees might prefer tangible rewards, feeling that verbal praise or recognition isn't as substantial 3. Providing developmental opportunities requires time and resources, which might be limited in some organizations. 20 of 22