SITXMGT004 Monitor work operations :
| Student Must Fill this Section | |
| Unit Code / Title | SITXMGT004 Monitor work operations |
| Qualification Code / Title: | |
| Due Date : | |
| Student Name: | ||||
| Student ID: | Term: | Year: | ||
| Privacy Release Clause: | “I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”. | |||
| Authenticity Declaration: | “I declare that: | |||
| Student Signature: | Date: | |||
| Assessment Outcome | ||||
| Assessor Name: | ||||
| Attempt and Tasks | Satisfactory | Not Yet Satisfactory | Date | Assessor Signature |
| Initial attempt | | | ||
| Re- attempt/Re-assessment | | | ||
| Assessment Task 1 | | | ||
| Assessment Task 2 | | | ||
Assessor Feedback to Students
| Assessment Outcome: | Competent | Not yet Competent | ||
| Assessor Name: | ||||
| Assessor Signature: | ||||
| Information for Student: |
| Re-assessment of Result & Academic Appeal procedures: |
| If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term. Re-assessment Process: An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal. Academic Manager will delegate another member to review the assessment. The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager or if need be an external assessor. The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. If the student is still not satisfied with the result, he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject. The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid. Academic Appeals: If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol. To appeal a decision, the person is required to complete the TKL- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, TKL College Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 , Email: [email protected] The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Chief Executive Officer will be final. Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy. |
| Plagiarism: Plagiarism means to take and use another person’s ideas and or manner of expressing them and to pass them off as your own by failing to give appropriate acknowledgement. This includes material sourced from the internet, RTO staff, other students, and from published and unpublished work. Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used, which includes: Collusion: Collusion means unauthorised collaboration on assessable work (written, oral or practical) with other people. This occurs when a student presents group work as their own or as the work of someone else. Collusion may be with another RTO student or with individuals or student’s external to the RTO. This applies to work assessed by any educational and training body in Australia or overseas. Collusion occurs when you work without the authorisation of the teaching staff to: with one or more people to prepare and produce work Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and academic misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarism and collusion. Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who engage in plagiarism and collusion as outlined in RTO’s policy. Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could lead to disciplinary |
Assessment Requirements
You are required to complete and pass every task in the assessment in order to be deemed competent.
Assessment Schedule
| Task | Due Date | Student Signature | Trainer Signature | Comments |
| Task 1-2 | Week |
Welcome to the Student Assessment Tasks for SITXMGT004 Monitor work operations. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.
For you to be assessed as competent, you must successfully complete two assessment tasks:
Assessment Task 1: Knowledge questions
Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:
- review the advice to students regarding answering knowledge questions in the Hospitality Works Student User Guide
- comply with the due date for assessment which your assessor will provide
- adhere with your RTO’s submission guidelines
- answer all questions completely and correctly
- submit work which is original and, where necessary, properly referenced
- submit a completed cover sheet with your work
- avoid sharing your answers with other students.
| Assessment information | |
| Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on: where this task should be completedthe maximum time allowed for completing this assessment taskwhether or not this task is open-book. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. | |
Provide answers to all of the questions below.
- List three methods that are used to organise and plan work operations.
- Briefly describe two leadership and management roles and responsibilities.
- Why is it important to monitor workplace operations?
- Briefly describe how the following procedures and systems to support work operations.
| Procedures and systems | Support |
| Administration | |
| Health and safety | |
| Human resources | |
| Service standards | |
| Technology | |
| Work practices |
- Briefly describe quality assurance.
- List three ways quality assurance can be managed and implemented in the workplace.
- Complete the following table in regard to sustainability considerations.
| Sustainability considerations | Description | How it can be achieved/examples |
| Relationship between operational efficiency and financial sustainability | ||
| Minimising waste | ||
| Social responsibilities |
- Explain a time management system and describe how it can assist in planning and organising work operations.
- List the five principles of effective delegation for frontline management.
- How would you resolve the following situation?
The lunch service has just commenced, it is 12:30pm and there has been a large group of corporate customers from the office tower across the street that has come in without a booking. They are a group of 10 and the manager of the group has said they have a meeting with clients at 1pm so they need their meals quickly, but you have had a staff member call in sick at the last minute so you are short staffed.
Outline the steps you would take including communication techniques you would use and steps for a resolution.
- Complete the following table with how you would ensure that you comply with industrial and legislation requirements.
| Industrial and legislation requirements | Description | Ways to comply |
| Industrial awards to hours and conditions of work | ||
| Systems and procedures meet work health and safety requirements |
| Student’s name: | |||
| Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? | Completed successfully? | Comments | |
| Yes | No | ||
| Question 1 | |||
| Question 2 | |||
| Question 3 | |||
| Question 4 | |||
| Question 5 | |||
| Question 6 | |||
| Question 7 | |||
| Question 8 | |||
| Question 9 | |||
| Question 10 | |||
| Question 11 | |||
| Assessor Feedback: | |||
| Assessor name: | |||
| Assessor signature and Date: | |||
Assessment Task 2: Project
| Tasks required for this unit This unit of competency requires that you: plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies: | |
| delays and time difficulties difficult customer service situationsequipment breakdown or technical failurefinancial resources | staffing levels and skill profilesrostering requirementsstaff performanceprocedural requirementsproduct development and marketing |
| monitor and respond to team-based operational and service issues during the above operation or activity | |
| complete each of the following organisational records for the above operation or activity: | |
| performance reports | staff records. |
| Instructions for how you will complete these requirements are included below. | |
Complete the following activities.
- Carefully read the following information.
- Monitoring and improving workplace operations.
| You are required to review the business, kitchen or service area and look for an efficiency gain or service level improvement. Reflect on the assessment tasks you have just completed for the unit previous to this one, or if you are being co-assessed, think about this when you are completing the activities of the other unit’s assessment. Research emerging trends and sustainable practices that the business could use that relate to the operational functions you have recently performed. Start working on Section A of your Student Logbook in a reflective manner. Be sure to answer all of the questions properly and provide relevant examples when asked. Have your supervisor or assessor endorse your evidence. |
- Innovation.
| Start working on Section B of your Student Logbook in a reflective manner. Be sure to answer all of the questions properly and provide relevant examples when asked. Have your supervisor or assessor endorse your evidence. |
- Sustainability.
| Look for a situation where you have, or can, respond 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. Start working on Section C of your Student Logbook in a reflective manner. Be sure to answer all of the questions properly and provide relevant examples when asked. Have your supervisor or assessor endorse your evidence. |
- Conduct a meeting.
| Form a small group with two other team members – these will be your classmates who are also working on the same project. Your meeting will last for 45 minutes. You will each have 15 minutes to take turns being the team leader for one of the sections above: Service level efficienciesInnovationSustainability As the team leader you will demonstrate how you can lead colleagues in thinking up new ways of doing things, but you are also a student, asking your student colleagues for new ideas and how they can be translated into actions. They would have also researched and reflected on emerging trends and sustainable practices that could be used to improve workplace operations. Your team members will all most probably have a favourite café or noticed ideas that they liked whilst being customers. Bring this out at the meeting, getting them to look at their own motivations as to what they enjoy, and look at how this could be used to motivate others, as well as their experiences of events (music or social activities) that assisted in increasing interest and support of their favourite eatery. Even though you may think that you know what the business or work area should do, being a leader in this meeting means that you are responsible for engaging and motivating the other meeting participants, leading them in collaboration. Discuss (and record) the ideas the participants give, asking the others for input, looking at it practically, working out what preparation would be necessary, material, personnel, whatever is relevant to carrying the idea to realisation. While encouraging the team members to find and develop ideas, you are expected to: show support for, and commitment to, the work area’s goals (e.g. customer service timelines or benchmarks of the kitchen)encourage the team members to develop innovative approaches to their workidentify quality problems and issueschallenge and test ideas. During the meeting, you are required to demonstrate effective communication skills including: speaking clearly and concisely using non-verbal communication to assist with understanding asking questions to identify required information responding to questions as required using active listening techniques to confirm understanding. | |
| At the end of the meeting, you will need to action at least one of the ideas to make improvements, or if you have made improvements already as you are being co-assessed then you can reflect on this and discuss what you did do. Complete Sections A, B and C of your Student Logbook. |
- Plan and organise workflow.
| Select a service period from a previous unit where you were required to complete planning documents such as workflow, mise en place and food preparation lists to ensure that the kitchen meets service levels, or rostering documentation. Explain the process that you used to assess current workloads, schedule and delegate work to maximise efficacy and customer service. You will also report on how you assisted your team to prioritise their workload. Use the Planning and Organising Workflow template that has been provided. This will be completed in a reflective manner for a previous unit you have completed or if you are being co-assessed with a practical unit then you will complete this as part of the assessment requirements for both units. | |
| Complete Section D of your Student Logbook and include the planning documents you completed as part of a previous assessment as supporting evidence. |
- 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. This will also include a coaching session you need to conduct based on the case study below. Start working on Section E of your Student Logbook and complete the coaching plan prior to the conducting the case study coaching session below. |
| Case study You have identified from assessing the current staff workloads and workflow and progress against agreed objectives that one of the Sous Chefs requires coaching on the new technology that has implemented recently. You need to choose a technology that can be coached in the classroom. The Sous Chef is not using the new technology that makes the operations more efficient. | |
| This coaching session will take place at your workstation. The objective of the meeting is for you to coach the Sous Chef how to use the new technology implemented and go through the coaching plan you must complete Your assessor will role play the Sous Chef. This coaching session will run for approximately 15 minutes. Demonstrate how to do this yourself, following the procedure (steps) created in the coaching plan. Describe how and why you complete each step. Ask the Sous Chef to demonstrate to you that they can do this. Coach them through the process as necessary. As part of the coaching component of this activity, you are required to demonstrate effective communication skills including: speaking clearly and concisely using non-verbal communication to assist with understanding asking questions to identify required information responding to questions as required using active listening techniques to confirm understanding providing supportive feedback. | |
| Complete Section E of your Student Logbook. |
- Problem solving.
| Think about, or 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? | |
| Complete Section F of your Student Logbook and include the planning documents you completed as part of a previous as supporting evidence. |
- Contingency planning.
| As part of monitoring work operations, you are required to create a contingency plan. Assume that you have identified that the following issues or workplace problems that require a contingency plan: delays or time difficulties in producing mealsdifficult customer service situationsequipment breakdowns or technical failurethe absence of a team member or team membersteam member performance issuesfailure of procedure or process. You are to report on the potential impacts if the issues occurred and a contingency plan that could be used to minimise or remove the impact. You also need to consider using team members to participate in solutions and how you include them as well as monitoring of the contingencies. Complete Section G in your Student Logbook. |
- Organisational records.
| Select a service period that you were the team leader for and complete a performance report and a staff record. You will base this off your classmates who acted as team members. You will report on the goals for the service, level of achievement at the end of service and any comments such as incidents, areas for improvements, if staff required extra training. You will also report on each staff member and their set goals, level of achievement at the end of service and any comments. | |
| Complete Section H in your Student Logbook. |
- Submit documents to your assessor.
| Finalise your Student Logbook. Ensure that all documents are clear and complete. It should include the following completed documents: Section A: Improving Workplace Operations Section B: Innovation Section C: Sustainability Section D: Planning and Organising WorkflowSection E: Monitoring and Supporting Team Section F: Problem Solving Section G: Contingency Planning Section H: Organisational Records. Submit the completed Student Logbook to your assessor. |
| Student’s name: | ||||
| Did the student provide a sufficient and completed logbook that covers all of the following? | Completed successfully? | Comments | ||
| Yes | No | |||
| Did the student monitor efficiency and service levels through close contact with day-to-day operations? | ||||
| Ensure workplace operations support overall organisational goals? | ||||
| Ensure workplace operations support quality assurance initiatives? | ||||
| Identify quality problems and issues? | ||||
| Make appropriate adjustments to procedures and systems in response to identified quality problems and issues, with relevant approvals? | ||||
| Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations? | ||||
| Provide feedback to colleagues and management to inform future planning? | ||||
| Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation? | ||||
| Assess and respond to opportunities to improve sustainability of day-to-day operations? | ||||
| Assess current workloads? | ||||
| Schedule work to maximise efficiency? | ||||
| Schedule work to maximise customer service quality within budget constraints? | ||||
| Plan and organise workflow for a team activity that takes into account given contingencies (delays, customer service difficulties, equipment breakdown, staffing level/skill profile, staff performance, and procedural requirements)? | ||||
| Delegate work according to principles of delegation? | ||||
| Assess workflow and progress against agreed objectives and timelines? | ||||
| Assist colleagues in prioritising workload through supportive feedback and coaching? | ||||
| Provide timely input to appropriate management regarding staffing needs? | ||||
| Monitor team and individual performance against agreed goals and objectives? | ||||
| Proactively share information, knowledge and experiences with team members? | ||||
| Challenge and test ideas within the team in a positive and collaborative way? | ||||
| Provide feedback, coaching and support to team members? | ||||
| Complete and submit organisation records as required? | ||||
| Identify and analyse workplace problems from an operational and customer service perspective? | ||||
| Initiate short-term actions to resolve immediate problems where appropriate? | ||||
| Analyse problems for long-term impact? | ||||
| Assess and action potential solutions to problems in consultation with relevant colleagues? | ||||
| Encourage individual participation in problem-solving? | ||||
| Take follow-up action to monitor effectiveness of solutions? | ||||
| Assessor Feedback: | ||||
| Assessor name: | ||||
| Assessor signature and Date: | ||||
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