SITXMGT001 Monitor work operations Assessment 1

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.

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?

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?

Question 4

List 3 ways to identify quality problems with your service.

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.

Question 6

How can encouraging a culture of open communication and innovative thinking help you improve efficiency and service levels?

Question 7

List 3 ways to identify current and emerging trends in your industry.

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?

Question 9

What is the purpose of having a logical, well defined workflow?

Question 10

List 3 business benefits of having an efficient and effective workflow?

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.

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.

Question 13

Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3 functions of coaches or mentors.

Question 14

‘Giving credit where credit is due’ is one effective way of providing feedback and guidance to your staff. List 3 other examples.

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?

Question 16

List 5 aspects of staff behaviour or productivity that you should monitor.

Question 17

What are 4 common signs that there may be some performance problems or issues you might need to deal with?

Question 18

How can simply sharing what you know to staff members improve the performance of the business?

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.

Question 20

List 3 types of administration documents or workplace records you might need to complete and submit in your industry.

Question 21

List 5 types of customer service related problems from your industry that would require your attention as a supervisor.

Question 22

List 5 common management problems or issues that you as a supervisor, may deal with on a regular basis.

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?

Question 24

Considering the previous scenario.

What is a possible long term action you could take to resolve the problem?

Question 25

What is the advantage of involving staff in the decision making process?

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. 

Question 27

How often should you review decisions you have made to see if they are still effective? 

Question 28

Give an example of industrial awards or conditions in your industry, that may affect how you roster staff, etc.

Question 29

Name a website could you use as a reference to check the awards and conditions of your workplace.

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:

MANAGEMENT POSITION 2: TASKS AND REQUIREMENTS:

POSITION 3: TASKS AND REQUIREMENTS:

POSITION 4: TASKS AND REQUIREMENTS:

Question 31

List 4 principles of time management.

Sample answers for SITXMGT001 Monitor work operations Assessment 1

Question 1:

  • Planning
  • Organizing
  • Controlling

Question 2: Monitoring the expected service provisions of staff should ideally be done on a daily basis.

Question 3: To determine whether the workflows implemented align with achieving organizational goals, you should conduct performance reviews and assess key performance indicators (KPIs).

Question 4:

  • Customer feedback
  • Internal quality audits
  • Benchmarking against industry standards

Question 5:

  • Performance appraisal systems
  • Supply chain management processes
  • Inventory control systems
  • Customer relationship management (CRM) systems

Question 6: Encouraging open communication and innovative thinking can improve efficiency and service levels by fostering collaboration, problem-solving, and creativity among team members.

Question 7:

  • Industry conferences and seminars
  • Market research and analysis
  • Networking with industry professionals
  • Monitoring competitor activities

Question 8: The other areas of operational sustainability besides the environment are social sustainability and economic sustainability.

Question 9: The purpose of having a logical, well-defined workflow is to streamline processes, minimize errors, optimize resource allocation, and improve productivity.

Question 10:

  • Reduced operational costs
  • Faster turnaround times
  • Enhanced customer satisfaction

Question 11:

  • Selecting the right person for the task
  • Clearly communicating expectations
  • Providing necessary resources and support
  • Monitoring progress and providing feedback

Question 12: To develop a Gantt chart, you need to:

  • Identify tasks and their dependencies
  • Estimate task durations
  • Allocate resources effectively

Question 13:

  • Providing guidance and advice
  • Offering constructive feedback
  • Setting goals and expectations

Question 14:

  • Providing regular performance reviews
  • Offering training and development opportunities
  • Recognizing and rewarding achievements

Question 15: Possible impacts of implementing a new workflow on staffing requirements include changes in staffing levels or roles and the need for retraining or hiring new staff with different skill sets.

Question 16:

  • Attendance and punctuality
  • Quality of work
  • Adherence to policies and procedures
  • Communication skills
  • Teamwork and collaboration

Question 17:

  • Decreased productivity
  • Increased errors or mistakes
  • High employee turnover
  • Low morale or motivation

Question 18: Sharing knowledge with staff members can improve the performance of the business by empowering employees, fostering a culture of learning and growth, and enhancing overall productivity and innovation.

Question 19:

  • Setting clear objectives and goals
  • Encouraging participation from all team members
  • Avoiding criticism and judgment
  • Documenting ideas for further review and refinement

Question 20:

  • Timesheets
  • Incident reports
  • Training records
  • Inventory logs

Question 21:

  • Customer complaints
  • Service delays or disruptions
  • Billing or payment issues
  • Product or service quality concerns
  • Feedback or suggestions for improvement

Question 22:

  • Conflict resolution
  • Performance management
  • Resource allocation
  • Decision-making
  • Change management

Question 23: A possible short-term action to resolve the problem could be offering the customer an immediate solution, such as finding alternative arrangements or providing compensation for the inconvenience.

Question 24: A possible long-term action to resolve the problem could be implementing a more robust booking system or procedure to prevent similar issues from occurring in the future, along with staff training on the importance of accurate record-keeping.

Question 25: Involving staff in the decision-making process fosters a sense of ownership and responsibility, encourages creativity and innovation, improves morale and job satisfaction, and ultimately leads to better outcomes and buy-in from employees.

Question 26:

  • "Can you provide more details about the problem?"
  • "How do you think we could address this issue effectively?"

Question 27: Decisions should be reviewed periodically, ideally on a regular basis, to ensure they remain relevant, effective, and aligned with organizational goals and objectives.

Question 28: An example of industrial awards or conditions that may affect rostering staff could be regulations regarding maximum working hours, overtime rates, and break periods.

Question 29: A website you could use as a reference to check awards and conditions of your workplace might be the official website of the relevant labor department or Fair Work Commission in your country.

Question 30:

  • Management Position 1: Operations Manager
    • Tasks: Overseeing daily operations, implementing policies and procedures, managing budgets and resources.
    • Requirements: Strong leadership skills, experience in operations management, financial acumen.
  • Management Position 2: Marketing Manager
    • Tasks: Developing marketing strategies, conducting market research, managing advertising campaigns.
    • Requirements: Marketing expertise, creative thinking, analytical skills, communication skills.
  • Position 3: Sales Representative
    • Tasks: Generating leads, meeting sales targets, building client relationships.
    • Requirements: Sales experience, negotiation skills, customer service orientation.
  • Position 4: Administrative Assistant
    • Tasks: Handling administrative tasks, scheduling appointments, managing correspondence.
    • Requirements: Organizational skills, attention to detail, proficiency in office software.

Question 31:

  • Prioritization
  • Planning
  • Delegation
  • Time tracking