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SITXMGT004 Monitor Work Operations

SITXMGT004 Monitor Work Operations:

SITXMGT004 Monitor Work Operations

Assessment Delivery

Practical Assessment

The Practical Assessment is a set of tasks that must be completed in a workplace, or a simulated industry environment set up for the purposes of assessment. To be assessed for this unit of competency, you must demonstrate your skills and knowledge to monitor work operations in the organisation. The Practical Assessments in this workbook include: Workplace Assessment A series of tasks assessing the learner’s practical knowledge and skills relevant to the unit of competency. This includes the learner completing workplace documents or similar as evidence of competent performance. Workplace Practical Observation A set of assessment tasks where the learner must demonstrate practical skills relevant to the unit of competency. These skills are to be demonstrated while being observed by the assessor. IMPORTANT! All signatures/initials in your submissions, including yours, must be handwritten and dated. Submissions with signatures/initials must be scanned.The supervisor/observer who completes and signs your evidence submissions must provide their real name, contact number, and email address for your assessor’s reference.Should you encounter issue or concerns regarding your assessment, contact your assessor.

Workplace Assessment

Assessment Overview

This workplace assessment requires you to develop at least two organisational records in your workplace and implement it on at least one occasion. This assessment is divided into six tasks: Task 1: Monitor Day to day operationsTask 2: Improve day to day operationsTask 3: Prepare staff workflowTask 4: Monitor staff workloadTask 5: Manage Team Performance Task 6: Resolve workplace issues You are required to complete the assessment tasks in a real workplace, or in an environment with conditions similar to that of a workplace. Each task comes with a set of instructions. You are to follow these instructions to complete the assessment. Each task will require you to either: Submit completed workplace templates and/or any required documentation; orDemonstrate task requirements while being observed by the assessor. Some tasks may include both requirements. These will serve as evidence of your task completion. Before starting this assessment, your assessor will discuss with you these instructions, resources, and guidance for satisfactorily completing the tasks.You are required to: Complete the tasks within the time allowed, as scheduled in-class roll.Monitor the day-to-day operations of the organisationConfirm operations are aligned to the operational goals, objectives, and quality assurance initiatives of the organisation.Improve sustainability of day-to-day operations. Delegate workloads and responsibilities to staff for day-to-day operations.Evaluate day-to-day operations.Evaluate and improve individual and team members performances.Identify day-to-day business operation problemsMonitor implementation of recommendations to resolve each problem   Resources Required for Assessment Resources you need to access to complete the workplace assessment are outlined in the Resources Required for Assessment section of this workbook, and in the corresponding Assessor’s Checklist and/or Observation Form of each task. Discuss each requirement with your assessor before commencing with each task. They will organise the resources required for this assessment. IMPORTANT: Additional workplace resources may be required upon the contextualisation of this assessment.   Forms and Templates Generic forms and templates to be used for the assessments are specified for each task, unless otherwise stated. These can be accessed from the following link: SITXMGT004 Forms and Templates If you are currently in a workplace, use similar workplace templates and forms used by your organisation to complete each assessment task. Discuss with your supervisor and your assessor first to ensure that the forms/templates you will use cover all criteria required by each assessment task. Review these forms and templates with your assessor before starting the task.


Task 1: Monitor Day to day Operations

ASSESSMENT INSTRUCTIONS This task will require you to monitor the day-to-day operations and confirm operations are aligned to the operational goals, objectives, and quality assurance initiatives of the organisation. Use your workplace/organisation’s template to complete this task or use the Operations Performance Report template provided at the Continental Hotel site. To complete this task, you must:  Access and review the organisational documents containing the following:Operational goalsOperational objectivesQuality assurance initiatives implemented in the organisation Identify at least two day-to-day operations performed by the organisation. Identify information related to each identified day-to-day operations, including at least two of each of the following:Operational goalsOperational Objectives Quality assurance initiatives Assess each day-to-day operations by identifying the following: Efficiency level monitoring Service level monitoringAt least two quality problems At least two quality issuesAppropriate adjustment to operations to address each problem and issue identifiedIdentify at least one challenges encountered in day-to-day operations that affects each of the following:  Efficiency levelService levelIdentify the following personnel involved with each identified day-to-day business operations:at least two colleagues at least one supervisor Ensure day to day business operations support the organisational goals and quality assurance initiatives identified above.Partially complete the operations performance report template by recording the information collected above. Seek supervisor’s approval in applying proposed adjustment. Applies adjustment to operations identified. Review Workplace Assessment Task 1 – Assessor’s Checklist before starting this task. This form outlines the following: Resources you are required to access to complete the task.  All criteria your submission must address to satisfactorily complete this task. Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment. Submit the following to your assessor: Partially completed operations performance report Evidence of applying adjustment to operations Evidence must be at least one of the following: Email correspondence Meeting minutesVideo recording of the learner applying adjustment to operations

Task 2: Improve Day-to-day Operations

ASSESSMENT INSTRUCTIONS This task will require you to consult stakeholders to improve the sustainability of day-to-day operations. To complete this task, you must: Access and review the following: Partially completed Operations Performance Report from Workplace Assessment Task 1 Documents containing information on the following:Current industry trendsEmerging industry trendsCurrent industry practicesEmerging industry practices Identify the following information on improving sustainability of each day-to-day activity identified in Workplace Assessment Task 1: At least one current industry trendAt least one emerging industry trendAt least one current industry practiceAt least one emerging industry practiceConsult stakeholders to complete the following: Stakeholders must be the same colleagues and supervisor identified in Workplace Assessment Task 1. Identify at least two ways to address the hindrances identified for each day-to-day activity.Provide at least one feedback on the ways to address the hindrances based on the industry trends and practices identifiedRecommend at least one improvement to each identified ways based on the feedback provided.Complete the partially completed operational performance report submitted in Workplace Assessment Task 1 by recording the information collected above.Review Workplace Assessment Task 2 – Assessor’s Checklist before starting this task. This form outlines the following: Resources you are required to access to complete the task.  All criteria your submission must address to satisfactorily complete this task. Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment. Submit the following to your assessor: Completed operational performance record. Evidence of consultation with stakeholders Evidence must be at least one of the following: Email correspondenceMeeting minutesVideo recording of the consultation with the stakeholders When using this as evidence, ensure to inform the stakeholders of the purpose of the recording before doing so. Include any supplementary documents/sources used to complete the operational performance report, such as: Documents containing information on the following:Current industry trendsEmerging industry trendsCurrent industry practicesEmerging industry practices

Task 3: Prepare Staff Workflow

ASSESSMENT INSTRUCTIONS This task will require you to review the workloads and delegate responsibilities to the staff for day-to-day operations. Use your workplace/organisation’s template to complete this task, or use the Staff Record template provided at the Continent hotel site. To complete this task, you must: Access and review the following documents: Organisational Staff Roster Customer Service quality reports Operational Budget Organisational policies and procedures on delegation of work Staff ProfilesIdentify at least one of each of the following for each day-to-day activity identified in Workplace Assessment Task 1: Customer service quality indicatorsBudget constraintsDetermine rostering requirements for each day-to-day activity, including:Staff levelSkills required Identify at least two staff involved for each day-to-day activities identified. Identify staff workloads, including:At least two tasks relevant to day-to-day business operations to be completed  At least one work schedules for each staff identified Identify at least one delegation method to be implemented in distributing information regarding staff workloads.  Delegate workload arranged to each staff identified, based on the chosen method of delegation.Assess the current workloads of the day-to-day operations by identifying the assessment of the following: Work performed of the each identified staff. Capability of the staff to perform the task.Amount of work capable of being performed by the staff identified.Evaluate each identified workloads by identifying the following:Optimising work efficiencyOptimising customer service qualityCompliance to budget constraintsIdentify at least six contingencies to each day-to-day activityRecord all information collected in a staff record template. Review Workplace Assessment Task 3 – Assessor’s Checklist before starting this task. This form outlines the following: Resources you are required to access to complete the task.  All criteria your submission must address to satisfactorily complete this task. Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment. Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Staff Record template provided at the Bounce Fitness site. Submit the following to your assessor: Completed staff record documentEvidence of delegating workload to staff Evidence must be at least one of the following: Email correspondence Meeting minutesVideo recording of the learner delegating the workload

Task 4: Monitor Staff Workload

ASSESSMENT INSTRUCTIONS    Your assessor will observe you as you evaluate day-to-day operations while assisting staff and provide prompt incorporation of the input to staffing. You will be assessed on your practical skills to Evaluate each day-to-day operations by identifying the following: Operational workflowProgress in operation Observe each staff working on each day-to-day operation to provide the following:At least one potential problem to be encountered with current workload prioritisationSituation in which each potential problem may be encounteredAt least one feedback on workload prioritisation At least one recommendation to improve workload prioritisation Staff observed must be the same staff identified in Workplace Assessment Task 3. Assist each staff on applying each recommendations identified.Evaluate the staffing needs for each day-to-day operation.Report identified staffing needs to at least one supervisor. Supervisor reported to can be the same supervisor identified in Workplace Assessment Task 1.Access and review the following before starting the task: Completed operational performance report from Workplace Assessment Task 2.Completed staff record document from Workplace Assessment Task 3. Workplace Assessment Task 4 – Observation FormWorkplace Assessment Task 4 – Assessor’s Checklist This form outlines the following: All the practical skills you need to demonstrate to satisfactorily complete this task. Resources you are required to access to complete the task.All criteria your submission must address to satisfactorily complete this task. Your assessor will discuss these resources with you, and the criteria outlines in these forms prior to this assessment.  Submit evidence of reporting to supervisor. Evidence must be at least one of the following: Email correspondence Meeting minutesVideo recording of the meeting conducted with the supervisorSITXMGT004 Monitor Work Operations

Task 5: Manage Team Performance

ASSESSMENT INSTRUCTIONS    This task will require you to evaluate and improve individual and team members performances. Use your workplace/organisation’s template to complete this task or use the Performance Report template provided at the Continental hotel site. To complete this task, you must: Access and review the Operational Performance Report completed in Workplace Assessment Task 2 Identify the following staff in the organisation:At least one teamAt least one individual Evaluate each staff performance identified in meeting of the following:  Operational goalsOperational objectivesConsult each staff to complete the following:Provide insight on each staff performances Identify at least one feedback on each performance.Collect at least two feedbacks from staff – at least one feedback for each insightIdentify resolution for each feedback collectedAssist staff by providing the following:At least one feedback on performanceRecommendation for each feedback identifiedSupport each staff in applying each recommendation identified. Complete the Performance Reports by recording all the above information.Review Workplace Assessment Task 5 – Assessor’s Checklist before starting this task. This form outlines the following: Resources you are required to access to complete the task.  All criteria your submission must address to satisfactorily complete this task. Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment. Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Performance Report template provided at the Bounce Fitness site. Submit the following to your assessor: At least two performance report documents – one for team and one for individualEvidence of consultation with staff Evidence must be at least one of the following: Email correspondence Meeting minutesVideo recording of the meeting conducted with each staff Evidence of supporting application of recommendations Evidence must be at least one of the following: Email correspondence Meeting minutesVideo recording of the meeting conducted with each staffSITXMGT004 Monitor Work Operations

Task 6: Resolve Workplace Issues

ASSESSMENT INSTRUCTIONS This task will require you to identify day-to-day business operation problems and monitor implementation of recommendations to resolve each problem. Use your workplace/organisation’s template to complete this task or use the Day-to-day Operations report template provided at the Bounce Fitness site. To complete this task, you must: Identify at least one day-to-day business operation problems from each of the following:Operational perspective Customer service perspectiveConsult at least one staff and one customer separately for identifying the following: At least one short term action plan for each identified problem. At least one long-term impact of each problem identified to the workplace. Recommendation for each long-term impact identifiedMonitor the implementation of each recommendation identified. Assist staff by providing the following:At least one feedback on performanceRecommendation on feedback identifiedPrepare a Day-to-day Operations Report by mentioning the above all activities. Review Workplace Assessment Task 6 – Assessor’s Checklist before starting this task. This form outlines the following: Resources you are required to access to complete the task. All criteria your submission must address to satisfactorily complete this task. Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Day-to- day Operations report template provided at the Bounce Fitness site.  Submit the following to your assessor: Day-to-day operations reportEvidence of consultation with staff and customer Evidence must be at least one of the following: Email correspondence Meeting minutesVideo recording of the consultation with staff and customer When using this as evidence, ensure to inform the staff of the purpose of the recording before doing so. Evidence of monitoring of implementation of recommendation Evidence must be at least one of the following: Email correspondence Meeting minutesVideo recording of the monitoring of implementation of recommendation

Assessment Workbook Checklist

Assessment Workbook Checklist

Instructions: Your assessor will review your submissions against the checklist below. This section is to be completed by your assessor.SITXMGT004 Monitor Work Operations

The learner has completed the Knowledge Assessment in this workbookKnowledge Assessment Questions☐The learner has completed the Practical Assessments in this workbook and has submitted all the required evidence: Workplace Assessment  Task 1: Monitor Day-to-day Operations  Partially Completed Operations Performance Report☐ Evidence of applying adjustment to operations Specify evidence submitted:      ☐ Task 2: Improve Day-to-day Operations  Completed Operations Performance Report☐ Organisational documents referenced to develop Operations Performance Report as supplementary evidence. Specify evidence submitted:                       ☐ Evidence of communication/consultation with stakeholders Specify evidence submitted:      ☐SITXMGT004 Monitor Work Operations

Task 3: Prepare Staff Workflow Staff Record☐Evidence of delegating workload to staff Specify evidence submitted:      ☐Task 4: Monitor Staff Workload Evidence of reporting to supervisor Specify evidence submitted:      ☐Evidence of Monitoring of Staff Workload☐Task 5: Manage Team Performance At least two Performance Report documents- one for team and one for individual☐Evidence of communication/consultation with staff Specify evidence submitted:      ☐Evidence of supporting application of recommendations Specify evidence submitted:      ☐Task 6: Resolve Workplace Issues Day-to-day Operations Report☐Evidence of communication/consultation with staff Specify evidence submitted:      ☐Evidence of monitoring of implementation of recommendations Specify evidence submitted:      ☐SITXMGT004 Monitor Work Operations

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SITXMGT004 Monitor Work Operations
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