SITXMGT004 monitor work operations :
SITXMGT004
monitor work operations
About this SITXMGT004 monitor work operations Student Logbook
This Student Logbook is where you will record evidence of the knowledge and skills you have developed during your training for this unit. It also serves as a handy reference guide on what you need to do during your assessment and how you should go about doing it.
Student details section
| Student name: Name of RTO: Trainer/assessor name: If this workbook is found, please contact me to return it using the details below: |
Fill in the table below:
Completing your reflective monitor work reports
You are expected to complete a reflective report for each of the eight scenarios described in the Student Assessment Tasks for this unit. A template has been provided for each report. Each report follows a similar format – it begins with a series of questions and then asks you to reflect on your experiences. Try to think about the highlights of each scenario when you are writing your reflection. You might also find the following questions useful:
What skills and techniques did I use?
What policies and procedures did I follow?
How did I ensure efficiency, safety and quality?
How did I ensure that my team met quality standards?
What did I learn during the service and how might I apply it in future? What might I do differently next time?
At the end of each template, you will find a supervisor endorsement.
Supervisor declaration
Your workplace supervisor’s feedback forms an important part of the assessment process and it is essential you have your supervisor complete their section of each of your reflective reports and fill in the supervisor declaration after the summary section. Keep in mind that, if you are completing your assessment in your RTO’s training kitchen, your trainer will be your workplace supervisor and should endorse your journal. Without their endorsement, your Logbook will be incomplete and it is likely to be returned to you for resubmission.
Logbook summary
There are a number of requirements you must fulfil within your assessment process, so a Logbook Summary has been provided. Make sure you keep this section up to date – it will help you keep track of any outstanding requirements.
What do I need to demonstrate?
During your assessment for this unit, you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include:
monitoring and improving workplace operations by:
monitoring the efficiency of your team monitoring your team’s service levels
monitoring the achievement of your organisation’s goals
monitoring the achievement of your organisation’s quality assurance standards
identifying quality problems and issues and making appropriate adjustments to procedures
proactively consulting with colleagues about ways to improve efficiency and service levels
exploring potential for new technologies and other innovations in improving efficiency and service levels
providing feedback to colleagues and management
identifying and evaluating current and emerging industry trends and practices and applying them to your own work situation
improving sustainability of day-to-day operations
planning and organising workflow by:
assessing current workloads
scheduling work to maximise efficiency and customer service operating within budgetary constraints
delegating work according to delegation principles assessing workflow and progress against agreed objectives
providing colleagues with feedback and coaching to prioritise workload providing feedback to management regarding staffing needs monitoring and supporting team members by:
monitoring team and individual performances
sharing information, knowledge and experiences with team members challenging and testing ideas within the team
providing feedback, coaching and support completing and submitting records
solving problems and making decisions by:
identifying and analysing workplace problems (operational and customer service)
initiating short-term resolutions
analysing problems for long-term impacts and potential solutions encouraging team member participation in problem resolution follow-up on effectiveness of solutions.
Tips for completing this logbook
Read through your logbook before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or workplace supervisor.
Stay up to date! Complete a logbook entry at the end of each service period and ask your supervisor to do the same. Providing organised, complete evidence forms part of your assessment.
Stay in touch with your assessor. Ask questions, raise issues, check in, communicate.
Most importantly, ask for help if you are having trouble!
Logbook assessment summary
Use this list to keep track of your progress. Please note that you may identify more than one scenario for a service session.
Student name:
Student number:
I have completed a reflective report for each of the following situations. Evidence has been provided.
| Situation | Date | Reflective report | Completed and endorsed by supervisor? |
| monitoring and improving workplace operations | |||
| innovation | |||
| sustainability | |||
| planning and organising workflow | |||
| monitoring and supporting team members | |||
| problem solving | |||
| contingency planning | |||
| performance management |
Reflective Report Templates
| a. Monitoring and improving workplace operations Look for a situation where you identified an efficiency gain or service level improvement. The example you report on shoul goals or quality assurance initiatives. You will report on how you made adjustments to a procedure or system, how you co adjustments that you made improved efficiency. You will also discuss how you supported the organisation’s goals and qua potential for a new technology or innovation? How did you consider input from colleagues and provide feedback? |
| Describe the situation that you have chosen to report and reflect on. |
| Draw an organisational chart for your team and your organisation. Briefly describe your operational role and how it aligns organization’s industry sector. |
| Describe the steps that you took to monitor the efficiency and service levels of your team. How did the operations of your team support the overall goals of your organisation? |
| How did the operations of your team support the quality assurance initiatives of your organisation? For example, how did you ensure that your team operated in a way that ensured that your organisation’s quality standards were achieved? |
| Describe the quality problems and issues that you identified. How did you work with your team to make adjustments to procedures and systems to ensure that the problems and issues didn’t reoccur? How did you consult? What approvals did you seek for the changes? How did you challenge and test ideas within the team? |
| How did you provide feedback to colleagues and management about changes to systems, procedures and planning? |
| How did you evaluate current and emerging industry trends and practices to inform changes and improvements to efficiency and service? Answer: |
| Reflection (What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?) |
| Supervisor Endorsement | ||
| Supervisor name: | Position: | Signed: |
| b. Innovation Look for a situation where you evaluated a current or emerging industry trend or practice and applied it to your own practice. You will report on how the innovation benefitted you, your organisation and/or your team. |
| Describe the situation or innovation that you have chosen to report and reflect on. |
| Describe the trend or practice and how you applied it to your own practice. |
| Describe how the innovation benefitted you, your organisation and/or your team. |
| Reflection (What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?) | ||
| Supervisor Endorsement | ||
| Supervisor name: | Position: | Signed: |
| c. Sustainability Look for a situation where you responded to an opportunity to improve the sustainability of an operation. You will report on what the operation was, how you improved it and what the sustainability benefits were. |
| Describe the situation that you have chosen to report and reflect on. |
| Describe how you improved the sustainability of your operation – how did the operation work initially? What was the change that you made? What were the sustainability and social responsibility benefits? |
| Reflection (What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?) |
| Supervisor Endorsement | ||
| Supervisor name: | Position: | Signed: |
| d. Planning and organising workflow The Student Logbook, planning documentation and supervisor observations that you completed for another practical unit will fulfill requirements for this section. Select one service period or practical cooking session and explain the process that you used to schedule and delegate work. You will also report on how you assisted your team to prioritise their workload. |
| Describe the service period that you selected to report and reflect on. Explain your rationale for selecting this particular service period and how you acted as the team lead or shift supervisor. |
| Describe the steps that you took to assess each person’s workload and to schedule their work. How did you ensure that efficiency would be maximised? How did you ensure that the customer service and quality standards would be maintained throughout the service period while ensuring that budgetary constraints would be adhered to? |
| Describe the principles that you applied to delegate work throughout the service period. |
| Describe the process that you used to assess and adjust workflow throughout the service period. How did you ensure that dishes would be served as per customer and organisational expectations and timelines? |
| Describe the strategies that you used to support, assist and coach your team to prioritise their workload throughout the service period. How did you adjust for competing operational priorities? |
| Describe the feedback that you provided to your supervisor regarding your team, any additional staffing needs and team changes in relation to the service period. |
| Assume that, during your planning, for one of the service periods that you are to lead, three of your team members become ill. You will need to recruit three casuals to take their place. Go to the relevant industrial award in your state and summarise the rate of pay and conditions of work for the relevant service period. |
| Reflection (What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?) |
| Attach: | Completed logbook for a complete shift or practical cooking period that supports your evidence above. | ||
| Supervisor Endorsement | |||
| Supervisor name: | Position: | Signed: | |
| e. Monitoring and supporting team members Look for a situation where you monitored team and individual performance against agreed goals and objectives. (Hint: The workflow planning that you completed above may fulfill this requirement.) You will report on the strategies that you used to monitor performance, the information that you shared, the collaboration that you undertook and feedback that you provided. |
| Describe the situation that you have chosen to report and reflect on. |
| Describe the strategy that you used to monitor your team’s performance against the objectives described in your workflow planning. |
| Describe the strategy that you used to monitor each individual’s performance against the objectives described in your workflow planning. How did it differ from the way that you monitored the team’s performance? | |
| Describe how you shared information, your own knowledge and experience with the team to assist them to achieve goals and objectives (hint: think about the team briefings and post-service period debrief that you have been involved in for previous units completed). | |
| Coaching plan | |
| Person to be coached: | Ramita thapa |
| Person conducting coaching session: | Susma Rana |
| Date: | September/ 03 /2023 |
| Time: Place: Goals and expectations: Specific goals and expectations for the coaching session will be discussed and agreed upon Methods for measuring progress: Methods such as performance assessments, goal tracking, and feedback sessions will be used to monitor and measure progress Per-coaching planning required: Any preparation or pre-coaching activities that need to be completed before the session will be identified and discussed Process or steps to completing the task: List the step by step instructions needed to complete the task that you will be coaching. 1. Clarify the Objective: Clearly define the specific task or goal that needs to be accomplished during the coaching session. 2. Assess Current Situation: Evaluate the current status and understanding of the task by discussing with the person being coached. Identify any existing knowledge, skills, or resources that can be leveraged. 3. Set SMART Goals: Collaboratively establish Specific, Measurable, Achievable, Relevant, and Time-bound goals that will guide the coaching process and provide a clear direction for improvement. 4. Develop Action Plan: Create a step-by-step plan outlining the actions, strategies, and resources required to achieve the identified goals. Break down the task into manageable subtasks and determine deadlines. 5. Support and Guidance: Provide ongoing support, guidance, and resources to the person being coached. Offer expertise, tools, and feedback to help them overcome challenges and develop the necessary skills and knowledge. 6. Evaluate and Review: Regularly review progress against the established goals. Monitor the individual’s performance, provide constructive feedback, and make necessary adjustments to the action plan as needed. Celebrate achievements and identify areas for further improvement. Reflection (What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?) |
Supervisor Endorsement | ||
| Supervisor name: | Position: | Signed: |
| f. Problem solving Look for a situation where you have had to identify and analyse a workplace problem from an operational and a customer service perspective. Perhaps meals have been held up, did not meet special requirements or did not meet quality standards. You will report on the short-term actions that you put in place to resolve the immediate issue. You will also report on the longer-term strategies that you initiated to ensure that the problem did not recur. How did you work with your colleagues? How did you monitor the success of the solution? |
| Describe the situation that you have chosen to report and reflect on. |
| How did you resolve the problem in the short term? What decision-making process did you use? |
| What strategies did you put in place to prevent the problem from recurring in the longer term? How did you work with your team to achieve this? Did you include the team member who alerted you to a problem in its resolution? How did you monitor and follow up on the effectiveness of the solution? |
| Reflection (What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?) |
| Supervisor Endorsement |
| Supervisor name: | Position: | Signed: |
| g. Contingency planning As part of monitoring work operations, you are required to create a contingency plan for each of the following six contingencies. |
| delays or time difficulties in producing meals |
| difficult customer service situations |
| equipment breakdowns or technical failure |
| the absence of a team member or team members |
| team member performance issues |
| failure of procedure or process. |
| Reflection (What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?) |
| Supervisor Endorsement | ||
| Supervisor name: | Position: | Signed: |
| h. Organisational records Select a service period that you were the team leader for and complete a performance report and a staff record. |
| Performance report Add your goals for service under the following headings and report on level of achievement at the end of service. |
| Service Period: XYZ Catering Service Date: October 1, 2023 Team Leader: John Smith Recipes Served: 50 What are your goals for this service? Achievement Comments Food safety goals Achieved Strict adherence to hygiene protocols Food quality goals Partially achieved Some dishes received positive feedback Timeliness of dishes goals Not achieved Delays in preparation and plating Number of dishes served goals Exceeded Successfully served additional orders Customer satisfaction goals Achieved Positive feedback from customers Teamwork and efficiency goals Partially achieved Some areas of improvement identified Food storage, clean-up, and handover goals Achieved Proper storage and handover procedures |
Timeliness of dishes goals
Staff report
Add your goals for each staff member under the following headings and report on level of achievement at the end of service.
Service period: Date:
Team Leader: Recipes served:
| What are your goals for this service? | Achievement | Comments |
| Name: Employee 1 | Achieved | Employee 1 successfully demonstrated excellent teamwork skills during the service period. |
| Goals: Efficient food preparation and plating | ||
| Name: Employee 2 | Partially achieved | Employee 2 made some errors in food presentation but showed improvement throughout the service. |
| Goals: Exceptional customer service | ||
| Name: Employee 3 | Achieved | Employee 3 consistently delivered dishes in a timely manner, demonstrating great attention to food quality. |
| Reflection (What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?) | ||
| Supervisor Endorsement | ||
| Supervisor name: | Position: | Signed: |
Supervisor Declaration
Note for student: Please note, that one of these declarations must be completed by each workplace supervisor who oversaw at least one of your scenarios. If you completed all your work (and therefore scenarios) at the one venue then you would only submit one. If your logbook contains entries from different kitchens and venues then please have each supervisor you work under complete one at the end of all your designated shifts. Please provide this page to your workplace supervisor at the completion of your required shifts. Please note, that your workplace supervisor may also be your trainer or assessor in the training environment.
This needs to be completed in addition to the supervisor endorsement section of your reflective reports. One copy has been provided in this logbook but you can make additional copies as needed.
| Supervisor name: | |||
| Position: | |||
| Relationship to student (for example, head chef/shift supervisor etc): | |||
| During the situations described in the student’s reflective reports that I have endorsed, the student: | |||
| worked within the organisation’s policies and procedures | Yes | No | |
| worked to a professional level in line with the organisation’s usual roles and responsibilities | Yes | No | |
| worked safely | Yes | No | |
| monitored and improved workplace operations | Yes | No | |
| planned and organised workflow | Yes | No | |
| monitored and supported team members | Yes | No | |
| solved problems effectively | Yes | No | |
| made effective decisions | Yes | No | |
| kept accurate records. | Yes | No | |
| Please provide any feedback to the student here: | |||
| The student has permission to submit the information contained within the reflective reports completed above and any supporting documentation (including organisational policies and procedures, menus, recipes and work product) for the purposes of assessment. | Yes ☐ No | |
| Supervisor signature: | ||
| Contact number: | ||
| Date: | ||
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