SITXMGT001 Answer

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School

Melbourne Business School *

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004

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Management

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Feb 20, 2024

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Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 Pichit Pangsri WIN210110 Assessment Task 1 Part A 1. Why is delegation an important skill for Mary to learn? Delegation is an important skill for Mary to learn because it allows her to distribute tasks and responsibilities among her team, which increases productivity, promotes employee growth and development, and reduces her workload. It also empowers her supervisors to make decisions and take ownership of their roles. 2. Why do you think Mary’s supervisors have been unwilling to take responsibility for decision-making when Mary is present? Mary's supervisors may be unwilling to take responsibility for decision-making when she is present because they have become dependent on her and are accustomed to her providing direction and making decisions. They may lack confidence or fear making mistakes without her guidance and approval. 3. Why do you think Mary doesn’t delegate? Explain your reasons. Mary may not delegate because she has a perfectionist mindset, believing that she is the only one who can perform tasks to the desired standard. She may also feel a sense of control and importance by personally handling all responsibilities, and she might be concerned that delegating tasks will lead to errors or inefficiencies. 4. What tasks are not suitable for Mary to delegate? Tasks that may not be suitable for Mary to delegate include handling complaints, conducting employee appraisals, and making final decisions on high-stakes matters such as major contract negotiations or significant budget adjustments. 5. Which of Mary’s tasks could be completed by others in the management team when she’s absent, for example, on annual or sick leave? Tasks could be completed by others in the management team when she’s absent include organizing staff rosters, conducting staff recruitment and selection, and preparing budgets and progress reports for the event director.

Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 6. What tasks that Mary currently regularly undertakes could be permanently delegated to her supervisors? This includes checking room layout prior to the event, monitoring staff during the shift, handling staff timecards, and ensuring SOPs and quality assurance principles are followed. 7. What should Mary do to ensure any delegated tasks are successfully performed? Mary should provide clear instructions, establish deadlines and expectations, offer support and guidance when needed, provide necessary resources, and maintain open lines of communication for feedback and clarification. 8. There are four methods of giving instructions effectively. Give one example of how Mary could give an instruction to her supervisors for each method. i. Mary can provide a detailed email outlining the specific steps and requirements for setting up an equipment. ii. Mary can have a face-to-face conversation with her supervisors, explaining the process and demonstrating the setup of an equipment. iii. Mary can create a video tutorial or a visual guide that illustrates the proper setup and operation of an equipment. iv. Mary can arrange a hands-on training session where she personally demonstrates the setup process while allowing her supervisors to actively participate and practice. 9. Suggest some time management strategies that could assist Mary. - Prioritizing tasks - Setting clear goals and deadlines - Creating a schedule or to-do list - Delegating tasks to others 10. How can ineffective time management become a workplace health and safety issue? It can lead to increased stress, fatigue, and burnout for Mary, resulting in reduced cognitive function and decision-making ability. This can potentially lead to errors, accidents, and compromised safety standards during events or while managing the team. 11. Discuss the potential operational or legal implications of this issue. The operational implications of ineffective time management for Mary could include decreased efficiency and productivity, missed deadlines or poor event planning, decreased employee morale, and potential customer dissatisfaction. From a legal perspective, if Mary's fatigue and overwork result in negligence or failure to meet contractual obligations, it could lead to legal liabilities, breaches of contract, or damage to the company's reputation.

Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 12. One of the tasks Mary has permanently delegated to her supervisors is checking the set up and operation of AV equipment prior to the commencement of an event. One of the supervisors has approached Mary and told her she doesn’t actually know how to set up many of the items of equipment. She has always asked one of the more tech-savvy service staff to do it. How can Mary encourage her supervisor to participate in solving this problem? Mary can encourage her supervisor to participate in solving the problem by offering support and training. She can provide the supervisor with resources, such as manuals or online tutorials, and pair them with the tech-savvy staff member for hands-on training sessions. Mary can also emphasize the importance of developing a comprehensive skill set to increase the supervisor's confidence and ability to handle AV equipment. 13. How could any information, knowledge or experience Mary has help her supervisor in this situation? She can provide step by step instructions, demonstrate best practices, and offer guidance based on her own experiences. Mary can also create a checklist or guide specific to the AV equipment setup process, incorporating her insights and tips to aid the supervisor in handling the task effectively. Part B 1. Based on the feedback and case study information provided in Part A, what potential quality problems or issues do Boutique Events have?  Equipment malfunctioning during events, particularly audiovisual equipment.  Inconsistent temperature control for plated hot menu items at outdoor marquee events.  Difficulty in accessing outdoor marquees during wet weather.  Unprofessional behavior, lack of availability, and unfulfilled requests by event staff.  Rude and unhelpful staff with poor appearance and slow service. 2. Who could Mary consult with when considering ways to address quality issues and reduce customer complaints? Indicate what she would discuss with each person.  Events Director: Discuss strategies to improve staff professionalism, availability, and responsiveness.  Executive Chef: Collaborate on menu planning and execution to ensure consistent temperature control for plated hot menu items.  Venue Coordinators: Seek their input on mitigating difficulties in accessing outdoor marquees during wet weather.  HR Manager: Address staff behavior and appearance issues through training, performance management, or recruitment strategies.

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Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 3. Choose one of the problems or issues listed in your response to question 1. Describe what adjustments Mary can make to procedures or systems to improve quality and reduce complaints.  Implement a thorough equipment testing and maintenance protocol before each event.  Train staff on proper setup, operation, and troubleshooting of audiovisual equipment.  Have backup equipment available in case of malfunctions.  Improve communication channels between staff and technicians to address equipment issues promptly. 4. What is one short-term action Mary could take to reduce the impact of this problem? Assign a dedicated technician or technical support person to be present at events. This individual can proactively monitor and address any technical issues that arise during the event, minimising disruptions and ensuring smooth operation of the equipment. Part C 1. Based on the results, is Morrison meeting his KPIs? Morrison is not meeting his KPIs. 2. Based on Mary’s duties and your response to question 4 (duties that cannot be delegated) in Part A, is managing Morrison’s performance one of Mary’s responsibilities? Explain why/why not. Managing Morrison's performance is one of Mary's responsibilities. As the events coordinator and a supervisor, it is part of her role to provide guidance, support, and performance feedback to the supervisors under her supervision. This responsibility includes conducting performance reviews, addressing issues and concerns, and working collaboratively to ensure the team meets its objectives. While Mary can delegate certain tasks, managing the performance of her team members remains her responsibility as part of her role in overseeing the event operations.

Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 Assessment Task 2 1 What is monitoring in terms of work operations? Monitoring in terms of work operations refers to the systematic observation and measurement of various aspects of work processes and activities to ensure they are carried out effectively and efficiently. 2 How should you monitor efficiency and service levels in the workplace? Efficiency and service levels in the workplace can be monitored by tracking key performance indicators, conducting regular audits, collecting and analyzing data, and seeking feedback from customers and employees. 3 What must workplace operations support? Workplace operations must support the achievement of organisational goals, productivity, quality standards, regulatory compliance, and the well-being of employees. 4 Why should organisations define their procedures and systems? Organisations should define their procedures and systems to ensure consistency, clarity, and efficiency in work processes. Clear procedures help in standardising operations, reducing errors, improving training, and facilitating continuous improvement. 5 What should you proactively consult with colleagues about? Proactively consulting with colleagues is essential for effective collaboration, sharing knowledge and expertise, addressing challenges, making informed decisions, and fostering a positive work environment. 6 What information needs to be determined for your organisation to continuously improve through future planning? Organisations need to determine information such as market trends, customer preferences, emerging technologies, competitor analysis, internal capabilities, and strategic goals. 7 What is the role of team members in continuous improvement? Team members play a crucial role in continuous improvement by actively participating in identifying areas for improvement, suggesting innovative ideas, implementing changes, providing feedback, and sharing lessons learned. 8 Identify and briefly define the process used for evaluating current and emerging industry trends. The process used for evaluating current and emerging industry trends is often referred to as environmental scanning. It involves gathering and analysing information from various sources,

Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 such as market research, industry reports, competitor analysis, and technology assessments, to identify and understand trends that may impact the organisation. 9 How can market research help in monitoring work operations? Market research helps in monitoring work operations by providing insights into customer needs and preferences, market trends, competitor analysis, and identifying opportunities for improvement or expansion. It helps organisations make informed decisions and optimise their operations to meet customer demands effectively. 10 Discuss the 3 different contexts of sustainability. i. Environmental sustainability: Environmental sustainability focuses on minimising the impact on the natural environment. ii. Social sustainability: Social sustainability emphasizes fair and just treatment of employees, communities, and society. iii. Economic sustainability: Economic sustainability aims to maintain financial viability and long-term profitability while balancing social and environmental considerations. 11 Identify 4 opportunities to improve sustainability of day to day operations. iv. Implementing energy-efficient practices and technologies. v. Reducing waste generation and implementing recycling programs. vi. Promoting the use of renewable resources and sustainable materials. vii. Encouraging employee awareness and engagement in sustainability initiatives. 12 How can you maximise efficiency and customer service quality within workplace budget constraints? I can streamline processes, eliminate non-value-added activities, automate tasks, prioritise essential services, optimise resource allocation, train employees effectively, and leverage technology to improve productivity. 13 What are the principles of delegation? The principles of delegation include clarity of objectives, authority and responsibility assignment, effective communication, accountability, and providing necessary support and resources to the delegated individual. 14 Identify and briefly discuss the 5 requirements of delegation techniques. i. Clearly defining tasks and responsibilities. ii. Selecting the right person for the delegated task. iii. Providing necessary authority and resources. iv. Setting expectations and goals. v. Establishing clear lines of communication and feedback.

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Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 15 What are the 2 most common techniques used to analyse workflow? i. Process mapping Visual representation of the steps, inputs, and outputs of a workflow to identify bottlenecks, inefficiencies, and areas for improvement. ii. Observation Observing and analyzing the time taken to perform specific tasks and the movement involved to identify opportunities for increased efficiency. 16 How can you assist colleagues in prioritising the workload? I will offer support in task assessment, provide guidance on task urgency and importance, help in identifying critical deadlines, encourage effective time management techniques, and collaborate on workload distribution if feasible. 17 Why is it important to provide timely input regarding staffing needs? It can ensure adequate workforce capacity. It helps prevent overburdening employees, maintain productivity levels, and address workload fluctuations. Timely input allows for proper resource planning, recruitment, and allocation to meet operational demands. 18 What must you monitor team and individual performance against? Team and individual performance should be monitored against predetermined goals, targets, and key performance indicators. This ensures alignment with organisational objectives, tracks progress, identifies areas for improvement, and recognizes high performance or areas needing support. 19 Identify 2 types of performance indicators. i. Lagging indicators Measures outcomes or results after an activity or process has occurred, such as customer satisfaction ratings or financial performance metrics. ii. Leading indicators Measures predictive or proactive factors that can influence future outcomes, such as employee training hours or customer retention rates. 20 What must you proactively share with team members? I must proactively share information related to tasks, goals, deadlines, changes in procedures or policies, relevant updates, and relevant feedback with team members. 21 What does it mean to challenge and test ideas?

Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 It means critically examining and questioning the validity, feasibility, and effectiveness of ideas or proposals. It involves exploring different perspectives, conducting research, gathering evidence, and subjecting ideas to rigorous analysis and evaluation. 22 Discuss coaching and supporting team members. Coaching and supporting team members involves providing guidance, feedback, and resources to help them develop their skills, overcome challenges, and achieve their goals. It includes actively listening, offering constructive feedback, fostering a supportive environment, and providing opportunities for growth and development. 23 What are the guidelines for proving a positive experience around feedback? Guidelines for providing a positive experience around feedback include being specific and constructive in feedback, focusing on behaviors and outcomes rather than personal attributes, using active listening and empathy, providing timely feedback, recognizing and appreciating efforts, and encouraging a growth mindset. 24 When completing and submitting records, what is required of the information? The information should be accurate, complete, relevant, and organised. It should follow any specified formats or guidelines, include necessary details, be legible, and be submitted within the designated timelines. 25 What perspective should you use when identifying and analysing workplace problems? I should use the holistic perspective. This involves considering various factors, such as organisational structures, processes, culture, resources, and external influences. It requires looking beyond individual incidents to identify underlying causes and systemic issues contributing to the problem. 26 Explain the problem solving process. The problem-solving process typically involves the following steps: defining the problem, gathering relevant information, analyzing the information, generating potential solutions, evaluating and selecting the best solution, implementing the solution, and monitoring the results. It is an iterative process that may require revisiting and refining steps as necessary. 27 What must you consider when selecting the best approach to resolve a problem? Considerations include the urgency and impact of the problem, available resources, potential risks and benefits of each approach, stakeholder perspectives, feasibility, and alignment with organisational goals and values. 28 Identify the steps in conducting and effective impact analysis.

Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 1. Identify the problem or change. 2. Determine the scope and boundaries of the analysis. 3. Identify the stakeholders who may be affected. 4. Assess the potential consequences or impacts on each stakeholder. 5. Evaluate the magnitude or significance of the impacts. 6. Assess the likelihood or probability of the impacts occurring. 7. Consider mitigation strategies or actions to minimise negative impacts or enhance positive impacts. 8. Analyze the feasibility and effectiveness of the mitigation strategies. 9. Communicate the findings of the impact analysis to relevant parties. 10. Incorporate the impact analysis results into decision-making and planning processes. 29 What must you do when a team member raises a problem? It is important to actively listen, acknowledge their concerns, show empathy, ask clarifying questions, involve them in problem-solving, provide support and resources as needed, and follow up on the progress and resolution of the problem. 30 What is required in a follow up procedure? It is important to document the actions taken, evaluate the effectiveness of the resolution, provide any necessary additional support or adjustments, communicate the outcomes to relevant parties, and implement measures to prevent similar problems from recurring in the future. 31 Briefly discuss the following procedures and systems that support work operations: a. Administration. Administration involves the management of various administrative tasks such as record- keeping, document management, scheduling, and resource allocation. It ensures smooth operation, coordination, and organisation of work processes within an organisation. b. Health and safety Health and safety procedures and systems aim to protect the well-being of employees and create a safe working environment. They include risk assessments, training, emergency protocols, and compliance with health and safety regulations to prevent accidents, injuries, and promote employee well-being. c. Human resources Human resources procedures and systems involve managing the workforce, including recruitment, training, performance management, employee relations, and compliance with employment laws. They ensure the organisation has the right people with the necessary skills to support work operations effectively.

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Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 d. Service standards Service standards are guidelines or benchmarks that define the expected level of service quality and customer satisfaction. They outline the processes, behaviors, and standards that employees should adhere to when delivering products or services to ensure consistency and meet customer expectations. e. Technology Technology systems and procedures involve the use of tools, software, and hardware to support work operations. This can include systems for data management, communication, collaboration, automation, and process improvement, enabling organisations to streamline operations, enhance productivity, and stay competitive. f. Work practices Work practices refer to established methods, processes, and techniques for carrying out work activities. They include standard operating procedures, best practices, and guidelines that help ensure consistency, quality, efficiency, and compliance in work operations. 32 Identify at least 4 leadership and management responsibilities that are common across all workplaces. i. Leaders and managers define and communicate the strategic goals and objectives of the organisation, providing clarity and direction for employees. ii. They develop plans, allocate resources, and organise tasks to achieve goals, ensuring efficient use of resources and effective coordination of work activities. iii. Leaders and managers make informed decisions based on data, analysis, and stakeholder input, considering the impact on the organisation and its stakeholders. iv. They coach and mentor employees, provide feedback, support their development, and create a positive work environment to foster employee growth, engagement, and high performance. 33 Identify at least 4 leadership and management responsibilities that are common across all workplaces. i. Leaders and managers define and communicate the strategic goals and objectives of the organisation, providing clarity and direction for employees. ii. They develop plans, allocate resources, and organise tasks to achieve goals, ensuring efficient use of resources and effective coordination of work activities. iii. Leaders and managers make informed decisions based on data, analysis, and stakeholder input, considering the impact on the organisation and its stakeholders.

Unit Code: SITXMGT001 Student Name: SHUTING CHANG Student ID: WIN210104 iv. They coach and mentor employees, provide feedback, support their development, and create a positive work environment to foster employee growth, engagement, and high performance. 34 What is the relationship between operational efficiency and financial sustainability? Operational efficiency and financial sustainability are closely linked. Improving operational efficiency by optimising processes, reducing waste, and increasing productivity can lead to cost savings and improved profitability. Financial sustainability, in turn, provides the resources and stability for organisations to invest in improving operational efficiency, maintaining competitiveness, and supporting long-term growth and success. 35 What are the social responsibilities of businesses in relation to sustainability? It includes minimising negative impacts on society and promoting positive social outcomes. This can involve practices such as promoting diversity and inclusion, ensuring fair labor practices, contributing to community development, supporting ethical sourcing, and reducing environmental footprints. Businesses are expected to act responsibly, considering the social, environmental, and economic dimensions of sustainability. 36 Briefly describe time management principles and how they are applied by leaders and managers for planning the work of others Time management principles involve prioritizing tasks, setting goals, planning and scheduling, and allocating time effectively to maximise productivity and achieve objectives. Leaders and managers apply these principles when planning the work of others by setting clear expectations, establishing deadlines, providing resources and support, monitoring progress, and ensuring that workloads are manageable and aligned with organisational goals. 37 What are the responsibilities that an employer has in relation to workplace health and safety It includes providing a safe and healthy work environment, conducting risk assessments, implementing safety policies and procedures, providing adequate training and supervision, maintaining equipment and systems, promoting awareness and employee involvement in safety, and complying with health and safety regulations. Employers are responsible for minimising hazards, preventing accidents, and protecting the well-being of their employees.

SITXMGT001 Answer

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