Numeracy and learning skills encompass the core skills reading

SITXMGT001 Monitor work
operations

Evidence of the ability to complete tasks outlined in elements and performance

requirements

Assessment must ensure access to:

APPLICATION
Students at this level will apply knowledge and skills to demonstrate autonomy, judgement and defined knowledge responsibility in known or changing contexts and within broad but established parameters

To demonstrate competence in this unit, students must undertake all tasks in this assessment booklet and complete them satisfactorily and in addition, also
satisfactorily complete the role play assessment, including demonstrating
communication skills during the practical activities. If the student does not answer some questions or perform some tasks satisfactorily and therefore is
deemed to be ‘Not Competent’, they may be asked supplementary questions or given alternative activities to determine competence. After the student has demonstrated consistency in performance, the student is to be awarded this unit.

Should the student still be deemed ‘Not Competent’, the student should be offered the opportunity to undertake a supplementary assessment or appeal the result.

The student will have access to the following:

To demonstrate competence in this unit, you must be assessed as satisfactory in each of the following assessment part.

QUESTION 1
The process of monitoring work operations is often broken down into six stages.

Name 3 of these with a brief description of each. (15 - 25 words )

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? (20 -40 words)

• Create a monitoring system that would be able to help in evaluating and monitoring the implemented workflows so that it will always be aligned
with the organizational goals and objectives

is the cause of the poor or problem in the quality service and what kind of effect it would give to the business operation

the operations of a business. In terms of sustainability considerations for frontline operational management, provide an explanation for each of the following: (10 - 30 words each)

• relationship between operational efficiency and financial sustainability

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 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? (15 - 30 words)

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.

QUESTION 27
Decisions are made based on certain circumstances. However, circumstances don’t stay constant and change frequently. How often should you review decisions you have made to see if they are still effective? (10 - 15words)

QUESTION 28
Give an example of industrial awards or conditions in your industry, that may affect how you roster staff in terms of hours and conditions of work, and name a website where you can find information about industrial awards and working conditions.

UNIT SKILLS ASSESSMENT

(USA)

Scenario

The growth and success of The Naja Group of Colleges has largely come about as a result of the Group’s vision and mission to provide an exception experience that the students will remember and carry with them for the rest of their lives.

successfully servicing more than 450 students per month, every month.

Among the services provided by NGC Travel and Tourism are:

You were part of the team that put forward the idea of creating a travel agency

internal to the organisation. So, this division of The Naja Group of Colleges is close

Thank you for pointing out the issue of the decline in revenue for NGC Travel and Tourism division.

Having reviewed your preliminary report, we are as alarmed as you are with this

Best regards,

The Board of Directors

causes of the decline in revenue. The information and data you need might include:

• Staffing arrangement

For this task 1, you are to contact Sarah Quin, the Department Manager at NGC

Travel and Tourism to request relevant information and data you need to

• Rosters and Schedules

• Etc.

You are Stanley Evans, the Operations Manager for the Naja Group of Colleges.

The Board of directors have given you the task of identifying the issues and

• Weekend Day Trip Roster for September 2017 (See Appendix7)

Undertake a role play

The Board of directors have given you the task of identifying the issues and taking remedial actions. So, you have contacted Sarah Quin, the Department Manager at NGC Travel and Tourism to request some information and data.

Having analysed the information and data provided by Sarah Quin (Step 2 Above), you decide to:

Participate in the role play with your Trainer / Assessor and fellow class mates.

members.

solving it.

• evaluate internal and external business information.

Your assessor will also consider the language, format, content and level of detail of your own delivery.

So, what you should be doing now is planning and prioritising tasks to ensure the outcomes are desirable. However, please keep in mind that given the small size of the NGC Travel and Tourism Department, budget is quite restricted, meaning that the Department will not be sustainable if you were to increase the number of staff. So you will need to prioritise and schedule work around existing staff members especially that the Department’s vehicles sound like they will require maintenance.

As always, the Board of Directors is happy to help where ever possible. So let us know if you need anything from our end.