TASK C - PROJECT Learner Assessment Guide and Evidence

TASK C – PROJECT
Learner assessment guide and evidence

This assessment requires you to plan, organise, monitor and improve workflow, monitor and
support team members, solve problems and make decisions.
You are required to do the following:
 Read the case study.
 1Complete Tasks -7.
 Answer all the questions.

Case study
Boutique Events is a small, exclusive catering and events company specialising in creating
exceptional experiences for weddings and corporate events across a range of indoor and outdoor
venues. The company employs seven full-time staff, including an events director, events
coordinator, an executive chef, two chefs, three supervisors and up to 20 casual staff, depending
on demand.
Olivia is the events coordinator. She prides herself on attending every event to support and assist
the supervisors in charge and help with last-minute emergencies and details. As a result, Olivia
works a 70-hour week and is constantly tired. She has very little social life as many of the events
take place on the weekend. She is dedicated to her role and employers, working tirelessly to help
the business achieve its growth target.
She would like her supervisors to take more responsibility and make decisions, but she finds they
won’t when she is there. They regularly refer all but the most basic decisions to her. She finds
herself having to give them a lot of direction and monitor their work closely. Her manager, the
events director, has told her she needs to start delegating tasks more and reduce the number of
events she attends or limit the amount of time spent there.
The following is a list of some of Olivia’s responsibilities and tasks she performs in her role.
 Organises event bookings and contracts.
 Liaises with clients regarding their needs and updates contracts accordingly.
 Liaises with venues and suppliers and negotiates contracts for space, supplies, audio-
visual equipment, etc.
 Conducts research, makes site visits and finds resources to help with decisions about
event possibilities.
 Creates and revises room layouts for each event.
 Creates event run sheets to ensure the smooth flow of the event.
 Organises staff rosters.
 Assists with preparing budgets and provides periodic progress reports to the event
director.
 Ensures all staff arrive on time and are in full uniform. Organises replacement staff in case
of absenteeism.
 Conducts pre/post-shift meetings.
 Monitors staff on shift and ensures all SOPs and quality assurance principles are adhered
to.
 Update Company SOPs.
 Conducts employee appraisals in conjunction with the events director.
 Conducts staff recruitment and selection.
 Trains new and existing staff when necessary.
 Checks staff time cards after an event.
 Ensures labour costs comply with budget.
 Liaises with the executive chef regarding client needs prior to the event.
 Liaises with head cook regarding client needs during an event.
 Handles complaints.
 Checks that audio-visual equipment, signage and décor meet quality expectations.
 Assists the supervisors in checking room layout prior to the event and that all materials,
such as place cards, nametags, packages, gift bags, registration lists, etc., are prepared.

1TASK : DELEGATE TASKS
Q1: Why is delegation an important skill for Olivia to learn?
It is important for Olivia because delegation is an effective time management strategy to manage
and reduce her workload. With the reductions of workload, she can concentrate on more
important and critical issues of concerns, and this can bring effectiveness into her work. Also, by
delegating her works to her subordinates, the subordinates get chances to make decisions on
their own, this can improve their self-confidence and build morale.
Satisfactory ☐ Unsatisfactory ☐
Q2: Why do you think Olivia’s supervisors have been unwilling to take responsibility for
decision-making when Olivia is present?
The reason could be because they are not ready for the increasing of accountability, or they lack of
skills and experiences, unsure for which decision they should make, that is why they all rely on
Olivia when she is present.
Satisfactory ☐ Unsatisfactory ☐
Q3: Why do you think Olivia doesn’t delegate? Explain your reasons.
There are a few possibilities that she doesn’t want to delegate her works, one of the reason might
be because she has a perception of not having enough time to explain the tasks or to teach the
subordinates, she rather finishes the tasks by herself in which she believes she can do it better
and in more efficient way. Also, she might afraid of losing control to the certain works or even had
a chance of delegating out of her job as well. Moreover, she might have lack of confidence in her
subordinates and afraid of not getting any credits when the tasks are delegated and finished.
Satisfactory ☐ Unsatisfactory ☐
Answer questions 4 to 6 based on Olivia’s responsibilities and tasks she performs listed in
the case study information.
Q4: What tasks are not suitable for Olivia to delegate?
 Conducts employee appraisals in conjunction with the events director.
 Conducts staff recruitment and selection.
 Handles complaints.
 Checks staff time cards after an event.
 Trains new and existing staff when necessary.
 Ensures all staff arrive on time and are in full uniform. Organises replacement staff in case
of absenteeism.
Satisfactory ☐ Unsatisfactory ☐

Q5: Which of Olivia’s tasks could be completed by others in the management team when she’s
absent, for example, on annual or sick leave?
 Assists with preparing budgets and provides periodic progress reports to the event
director.
 Conducts pre/post-shift meetings.
 Monitors staff on shift and ensures all SOPs and quality assurance principles are adhered
to.
 Update Company SOPs.
 Ensures labour costs comply with budget.
 Assists the supervisors in checking room layout prior to the event and that all materials,
such as place cards, nametags, packages, gift bags, registration lists, etc., are prepared.
 Creates and revises room layouts for each event.
 Creates event run sheets to ensure the smooth flow of the event.
Satisfactory ☐ Unsatisfactory ☐
Q6: What tasks that Olivia currently regularly undertakes could be permanently delegated to
her supervisors?
 Organises event bookings and contracts.
 Liaises with clients regarding their needs and updates contracts accordingly.
 Liaises with venues and suppliers and negotiates contracts for space, supplies, audio-
visual equipment, etc.
 Conducts research, makes site visits and finds resources to help with decisions about
event possibilities.
 Organises staff rosters.
 Liaises with the executive chef regarding client needs prior to the event.
 Liaises with head cook regarding client needs during an event.
 Checks that audio-visual equipment, signage and décor meet quality expectations.
Satisfactory ☐ Unsatisfactory ☐
Q7: What should Olivia do to ensure any delegated tasks are successfully performed?
To ensure the delegated tasks are successfully performed, Olivia can establish check-points which
are points in time where the subordinates reports back to her on their progress and she can
provide constructive feedback to them; also, she can directly observe and monitor (but not to
micromanage) her subordinates the quality of work output and the milestones they achieve to
make sure the outcomes are as her desired when she delegates the tasks.
Satisfactory ☐ Unsatisfactory ☐
Q8: There are four (4) methods of giving instructions effectively. Give one example of how
Olivia could give an instruction to her supervisors for each method.
The first method is being explicit and direct, which means the instruction given should be
directed and clear to her supervisors. One of the example would be: ‘Wendy, I need you to update
the event booking and contracts now please. Can you let me know when you have completed it?
Thanks’.
The second method is sending request where it is asked for agreement and it usually softens the
instruction and encourages participation and open communication. The example would be:
‘Would you be able to provide me with the research on Mr. Robinson’s event possibilities by
tomorrow afternoon?’

The third method is by giving indirect instructions, the instructions are not directed to a
particular supervisor but left as an open question to the team that allows for the people who are
interested to volunteer for a task. For example: ‘We have just had a word of a change of schedule
of the event, which means the event will be rescheduled to tomorrow morning instead of evening.
We need some people to stay back and decorate the venue.’
The forth method is giving conditional instructions which provide essential information and
outline the desired results or outcomes to one person or the group. For example: ‘Richard, it is
time to consider changing the catering menu. Can you investigate the options with our executive
chefs and report the findings back to me within next week, please?’
Satisfactory ☐ Unsatisfactory ☐
Q9: Suggest some time management strategies that could assist Olivia.
Olivia can use technology to get organised, for examples: diaries, calendars that synchronise with
her diaries, reminders and emails, make a ‘To do’ lists; she can prioritise the tasks by using a
1simple colour code system like red for top urgent, or use numbering like is for top urgent, 2 is
for important, 3 is for non-urgent. Also, she should avoid multi-tasking which leads to interfere of
concentrations and result in a loss of productivity.
Satisfactory ☐ Unsatisfactory ☐
Q10: How can ineffective time management become a workplace health and safety issue?
Discuss the potential operational or legal implications of this issue.
Every member of the team must understand that ineffective time management not only impact
the professional life of the employee but also its personal life. If the work or task is not managed
properly, it will create an environment full of stress and negativity. According to law workplace
stress is a matter of health and safety issue and comes under OHS. Workplace stress gives birth to
psychological injury which will ultimately impact the health of the employee. As per OHS law; the
employee suffering from such injury can file case against the organization and can demand for
compensation.
Satisfactory ☐ Unsatisfactory ☐
11Q : One of the tasks Olivia has permanently delegated to her supervisors is checking the set
up and operation of AV equipment prior to the commencement of an event. One of the
supervisors has approached Olivia and told her she doesn’t actually know how to set up many
of the items of equipment. She has always asked one of the more tech-savvy service
staff to do it. How can Olivia encourage her supervisor to participate in solving this
problem?
Although, Olivia does not know about setting up items of equipment but she in each set up she has
spent time in observing the set-up which means she had gained knowledge through observations.
She simple reflects that knowledge can be gained with the help of participating directly or
indirectly and hence can motivate her supervisor to use this strategy to gain knowledge about this
which is not relevant with the particular supervisor. As a business, every member must have at
least knowledge of each and every event of their business operations.
Satisfactory ☐ Unsatisfactory ☐

Q12: How could any information, knowledge or experience Olivia has help her supervisor in
this situation?
As Olivia has actively participated in various events which has helped her in gaining lot of related
knowledge and information She has actually seen the issues related to the events very closely and
also has handled them very well. In this case, Olivia has the ability to guide the supervisor through
her experiences about the probabilities of issues which can rise in this situation. This will offer
necessary time to the supervisor to prepare themselves in advance to handle this situation.
Presence of Olivia will ensure the great amount of information flow related to this situation
within the supervisors of this organization.
Satisfactory ☐ Unsatisfactory ☐
TASK 2: DELIVER QUALITY SERVICE
Boutique Events collects feedback from clients through online surveys. They are automatically
emailed to all clients and guests the day after an event. They average a 60% response rate. Results
8indicate an overall satisfaction rating of 5%, which is very positive. They also receive emails
from clients thanking them for the success of their event and congratulating them on their high
customer service standards.
These are the most common areas of customer dissatisfaction expressed in the online survey.
 Equipment is not working when required, especially audio-visual equipment such as
projectors and computers used for presentations. (40% of complaints)
 Some hot menu items are cold when served to customers at outdoor marquee events.
These are usually plated menu items, not buffet or barbeque items. (22% of complaints)
 Access to an outdoor marquee was difficult. This comment is usually received when there
1has been wet weather prior to the event. The comments are usually made by women. ( 5% of
complaints)
 Staff running the event (supervisors/coordinators) were unprofessional, not available
1when needed, did not fulfil requests. ( 2% of complaints)
 8Staff were rude, unhelpful, poor appearance, provided slow service. ( % of complaints)
These are the most common areas of customer satisfaction expressed in the online surveys.

 Staff are very friendly, helpful and professional.
 Event organisers and supervisors were very helpful and knowledgeable. They gave great
advice and suggestions.
 Food was delicious and well presented.
 Event ran smoothly and on time.
Q1: Based on the feedback and case study information provided in Task 1, what potential
quality problems or issues do Boutique Events have?
According to the case, there were some issues relate to the Boutique events like in some
situations equipment’s were not working at the time of requirement, especially audio-video
equipment’s like computers and projectors which were to be used for presentations. In some
situations there were some items which were supposed to be hot at the time of serving but those
were actually cold while plated in menu items. Another problem was that access to an outdoor
marquee was difficult at the time of wet weather prior to the events. Serving staff were seemed as
unprofessional because they were not fulfilling the demand of the customer at right time. In some
situations it was seen that the staff did displayed rude, unhelpful behaviour while dealing with the
customer and also there service was very slow.
Satisfactory ☐ Unsatisfactory ☐
Q2: Who could Olivia consult with when considering ways to address quality issues and
reduce customer complaints? Indicate what she would discuss with each person.
The best person in this situation for Olivia will be the director of the events because of regular
interaction with the ground staff. She must conduct a meeting in which she must discuss customer
complaints with each member of the team. She must convey each member about the impact of dis
satisfied customer on the organization and must motivate them to minimize these issues with the
help of time management strategy. Each customer complaints are directly or indirectly connected
to the time management concept.
Satisfactory ☐ Unsatisfactory ☐
Q3: Choose one of the problems or issues listed in your response to question 1. Describe
what adjustments Olivia can make to procedures or systems to improve quality and
reduce complaints.
From above the list of problems, one of the most important issues is that equipment’s are not
working at the time of need. So, Olivia must implement a regular monitoring of all the equipment
both audio as well as video in terms of their quality and functioning. Regular monitoring will help
Olivia to understand which are those equipment which are in need of correction or replacement if
needed. Another potion for Olivia is that she can arrange a training section in which all the
employees of this organization can understand the operating arrangement of these equipment’s
and the procedures to handle related problems.
Satisfactory ☐ Unsatisfactory ☐
Q4: What is one short-term action Olivia could take to reduce the impact of this problem?
In order to reduce or lower down the impact of this problem, Olivia can make use of shorter term
action plan in which all the equipment’s will be monitored on the basis of quality before the use of

equipment and after the use of equipment. This will help in monitoring any change in the quality
of the product and will help in taking necessary actions to bring any improvement.
Satisfactory ☐ Unsatisfactory ☐
TASK 3: MONITOR STAFF PERFORMANCE AGAINST OBJECTIVES
Morrison is one of Olivia’s supervisors. All the supervisors have a number of similar KPIs,
including Morrison.
 90% customer satisfaction rate at every event based on email feedback results.
 1Maximum deviation of 0% from agreed event timelines.
 1Staff labour costs within 0% of labour budget for each event.
Here are the labour cost results for the last five events Morrison has supervised since Olivia started to
reduce her workload by no longer attending all events and checking all staff time cards.
Event Budget $ Actual $ Deviation
Smith wedding 9,500.00 11,255.00 18+ %
Raison wedding 4,650.00 4,560.00 - 2%
Pound 50th birthday 1,450.00 1,690.00 1+ 7%
Millers AGM 1,200.00 1 18, 0.00 - 2%
Rostack conference 12,500.00 1 83, 30.00 11+ %
Olivia held a performance review meeting with Morrison about his performance. Here is a
summary of the meeting.
 Morrison has been employed with the company for six months. It’s his first job
supervising events. Prior to starting with Boutique Events, he was employed in a large hotel
managing a restaurant.
 Most cost overruns are associated with service staff, not kitchen.
 Olivia attended part or all of the events that were slightly under budget.
 Morrison feels certain service staff take longer to complete assigned duties on purpose so
they will be paid for additional hours.
 He finds they do not listen to him when he requests them to complete tasks faster and
deliberately slow down when requested to improve performance.
 Other members of the team have approached him during events; they wish to go home
when their assigned tasks are done and do not want to have to remain until all duties are
finished. They feel they are regularly completing extra duties due to other staff members
underperforming.
 The conference labour costs were over budget as the client’s guest speakers ran over their
allocated time periods. The conference dinner finished one and a half hours late on the first
day and the workshops one hour late on the second. Olivia is aware of these issues as Morrison
informed her when they occurred.
 Morrison has suggested introducing a system for capping hours for each event and
notifying all staff. He thinks it might reduce the incentive to perform slower.

 He also suggests the business undertake a productivity review to calculate average time it
takes to complete a range of common tasks to make it easier to evaluate if staff are deliberately
underperforming.
 Olivia shared customer feedback which indicated 95% of customers were satisfied with
events Morrison has supervised.
Q1: Based on the results, is Morrison meeting his KPIs?
According to the result, Morrison was not able to completely meeting his KPI but still he has done
his best. Six months before he has joined this organization and offered his full dedications for the
job. But still there were many things which he was not able to manage properly like over
budgeting, man power handling and deployments. Although his feedbacks given by customers
were satisfactory but still there are many things which need to be improved in order to achieve
his KPI.
Satisfactory ☐ Unsatisfactory ☐
Q2: Based on Olivia’s duties and your response to question 4 (duties that cannot be
delegated) in Task 1, is managing Morrison’s performance one of Olivia’s
responsibilities? Explain why/why not.
According to the duties that cannot be delegated by Olivia, managing performance of Morrison is
not at all responsibilities of Olivia’s because her responsibility is to coordinate all the events and
help in solving problems related to these events.
Satisfactory ☐ Unsatisfactory ☐
Q3: Review the Performance report template below. Complete the report based on Morrison’s
KPIs, performance results and the information gained in the performance review meeting.
Performance report
Employee name: Employee ID:
Position: Department:
Performance discussed with: Date of discussion:
Reason for review:
Performance period from: to:
Instructions: Reflect on the employee’s performance over the whole performance period. Refer
to supporting notes and evidence collected over this time. Check the appropriate rating for each
performance area. Indicate ‘N/A’ if not applicable.
Definition of performance ratings
1 2 3 4 5
Below expectations Needs improvement Meeting
expectations
Exceeding
expectations
Outstanding

Performance does not
meet requirements in
several critical factors.
Performance is
inconsistent and unreliable
and behaviour needs
improvement. KPI targets
are regularly missed.
Performance is
inconsistent. Behaviour
sometimes does not meet
expectations. Targets are
often met, but there is
room for improvement.
Performance is consistent
and meets the standards
required. Regularly meets
KPI targets.
Performance is often above
the standard required and
the employee sometimes
exceeds KPI targets.
Performance consistently
exceeds standards and KPI
targets set for the position.
Job-related skills: The extent to which the team member is competent in the practical/technical
skills required to perform on the job.
1 2 3 4 5
Below expectations Needs improvement Meeting expectations Exceeding expectations Outstanding
Comments: Need improvement because he was not able to manage all the things related to his job like staff under him
were taking him for granted.
Interpersonal skills: The extent to which the team member willingly cooperates and demonstrates
effective communication skills when interacting with internal and external customers.
1 2 3 4 5
Below expectations Needs improvement Meeting expectations Exceeding expectations Outstanding
Comments: Meeting expectations up to some extent because he was able to form a link with the staff as well as other
supervisors of this organization
Organisational skills: The extent to which the team member organises and produces work in a
timely manner.
1 2 3 4 5
Below expectations Needs improvement Meeting expectations Exceeding expectations Outstanding
Comments: Need improvement because he was not able to manage the work on timely manner which resulted in delay
of the event and even over budgeting of under budget projects act as additional portion of improvement in this
situation.
Problem-solving and continuous improvement skills: The extent to which the team member
proposes new ideas, finds new and better ways of doing things and uses appropriate problem-solving
skills.
1 2 3 4 5
Below expectations Needs improvement Meeting expectations Exceeding expectations Outstanding
Comments: Meeting expectations because idea suggested by him will be really helpful in improving perform of the team
in their business operations. He was very clear about the factors which we were responsible for delay in the event.

Proposed future development
Morrison have to dedicate some more time on improving his interpersonal skills as well as he must learn
how to manage man power according to the given time or must learn the way of prioritizing the task
according to their time and importance.
TASK 4: RESEARCH AND IMPLEMENT IMPROVEMENTS TO QUALITY SERVICE
Olivia and her manager are concerned about complaints relating to hot plated food being cold by
the time they are served to customers attending events in outdoor marquees. They feel this is a
serious quality issue and want to address it quickly. Olivia has been asked to research methods of
improving service standards. Areas that could be addressed are menu items, service procedures,
equipment or technology, or any other innovation that resolves this issue.
The events director has set Olivia a goal: to reduce customer complaints relating to the issue by
50% and increase overall customer satisfaction rates by 5% within the next six months.
Use the internet or other research techniques to investigate options for resolving this quality
issue.
Q1: Based on your research, what is your recommendation?
As, the organization is facing various customer issues which are impacting their image. In order to
reduce customer complaints up to 50%, Olivia have to focus on the data related to the customer
complaints and then must make use of optimization technique in which things will be managed
according to the time and need. A new standard operating procedure will be implemented to
ensure the man power and resources will be managed on lean process. This lean process will help
the organization in reducing wastes in the form of overhead cost, material and efforts.
Satisfactory ☐ Unsatisfactory ☐
Q2: Describe how this solution will resolve the issue. How will it ensure hot plated food
remains hot during service to customers?
Optimization technique will help in understanding the exact timings related to the events and will
ensure very minimum possibility of delay. This will help cooking staff to know the exact timing of
guest arrival by which they can cook meal according to that timing to ensure meals will remain
hot at the time of serving. To ensure the proper functioning of this technique, the team will take
help of time and motion study technique and will create SOP according to the outcome of these
studies.
Satisfactory ☐ Unsatisfactory ☐
Q3: What are the potential long-term positive and/or negative consequences of implementing
this recommendation? Consider factors such as workflows, event timings, individual and team
work loads and job roles/responsibilities, food quality, service standards, organisational
procedures.
The potential long-term consequence of this technique implementation will be that it will ensure
the business process will work on lean procedure in which all the resources will be used in an

efficient way. This technique will also ensure the effective and efficient working of business
operation by minimizing cost and efforts.
Satisfactory ☐ Unsatisfactory ☐
Q4: How does this recommendation affect the financial sustainability of the business, for
example, does it increase or decrease costs in the short or long term? If yes, in which areas of
the business?
During initial phase of this technique, the cost related to things will increase little bit but when
cost will be analysed on the long term basis, this technique will help the organization to lower
down all the operational cost associated with the events. This technique will mostly impact on the
operational area of the organization which is known as the backbone for sustainability growth.
Satisfactory ☐ Unsatisfactory ☐
Q5: What changes must be made to workplace procedures or work practices if your
recommendation is implemented?
Optimization technique implementation will bring lot of changes in the workplace and work
practises by bringing adjustments according to the standard operating procedures so that search
time can be saved. Also changes will be implemented in the work practises in the form of fast and
timely services.
Satisfactory ☐ Unsatisfactory ☐
Q6: What support or coaching do individuals and teams need to implement your
recommendation successfully?
In order to ensure the success of this technique implementation, all the members of the team have
to go through a training section. This training section will include topic like lean, continuous
improvement strategy, FIFO and 5S quality tools. It will also include a small workshop related to
these topics.
Satisfactory ☐ Unsatisfactory ☐
Q7: What methods can Olivia and her supervisors use to monitor the implementation and
operation of your recommendation in day-to-day operations, for example, how do you
monitor efficiency, assess workflows or ability to meet service, health and safety or human
resource standards?
To ensure the efficiency of work, health and safety as per human resource standards Olivia and
her supervisor can set up a performance management system which will monitor daily activities.
Also team will have a small team of quality expert which will monitor the quality standard
variations in any meal.
Satisfactory ☐ Unsatisfactory ☐
Q8: How can Olivia determine if your recommendation has successfully resolved the
issue? Briefly describe the monitoring method(s), sources of feedback and organisational
goals or information you will use.
One of the best thing that Olivia can do to understand the success level of this implementation is
to gather data related to new feedback from the customers and then compare it with the data of

old feedback. Here the Olivia can make use of many sources of feedback like comment form,
emails and one on one feedback from customers. Performance management system will monitor
all the activities connect with each member of the team like their attitude, behaviour, and work
efficiency. It will also include comments from the customers related to the specific team members.
Performance management system will be totally focused on customer centric in order to achieve
the customer satisfaction.
Satisfactory ☐ Unsatisfactory ☐
TASK 5: ASSESS CURRENT AND EMERGING TRENDS
The company would like to build on this success and grow the business, increasing sales by 20%
by the end of the next financial year. They have a website that was built three years ago and a
Facebook page. They exhibit at bridal, wedding and some industry expos to promote their
business and gain new contacts and clients. They place advertisements in a number of bridal and
business magazines several times a year.
Q1: What current or emerging industry trends can Boutique Events incorporate into their
current operation to help them achieve their business goals? Describe at least two methods,
and discuss how they help the business achieve their goals.
Many new trends have been emerged in this Industry. Though organization is working on social
media but has forgotten that it’s all about digits and is not very different from other marketing
platforms. Here, the organization must make use of active over passive trend in which it has to
display image and videos related to interactive sections. This will help the present world believe
that this is the event which we are look for and will form a unique image in the mind of the
potential customer. Another trend which this organization can use it safety features of the event
which will ensure safety related to health as well as physically. In this trend, the organization will
promote such work environment which will discourage unwanted behaviours, protocol to deal
with issues and clarity about code of conducts. This will promote the ethical functioning of the
organization in the business market in which they are functioning and will offer them require
competitive advantage.
Satisfactory ☐ Unsatisfactory ☐
Q2: What customer service or quality standards are enhanced by each of these methods?
This method will enhance health and safety standards of the organization and will also enhance
the service quality of the organization by offering all team members a working environment free
from stress and encourage for innovative ideas.

Satisfactory ☐ Unsatisfactory ☐
Q3: How do these methods affect operational workflow, and job roles or responsibilities?
These methods will transform the workflow in to more advance pattern because of which it will
also bring necessary changes in the roles and responsibilities associated with the tasks. In
workflow, it will bring changes in all the activities associated with the events and in case of
responsibilities, it will introduce self-realization in each stages.
Satisfactory ☐ Unsatisfactory ☐
Q4: How do you test your ideas with your team? Describe what techniques you can use to
ensure a positive and collaborative environment.
These methods will be tested with the team members in the form of team work pattern. In this
team will use technique like engage each member of the team in useful dialogs and try to create a
trust environment with the help of activities.
Satisfactory ☐ Unsatisfactory ☐
Q5: How do your suggestions affect staffing needs? Outline the impact of your suggestions on
current staffing levels, if new positions within the organisation will be created as a
result, or if new responsibilities must be allocated to existing staff members.
More ever two to three members will be need for testing quality of the meal while rest of all
members will be same but their role and responsibilities will be more advanced. Their role and
responsibilities will now include display friendly behaviour, effective time management and
generate customer satisfaction.
Satisfactory ☐ Unsatisfactory ☐
Q6: If new responsibilities are allocated to Olivia, how will these changes affect her
workload? Base your response on Olivia’s duties listed in the case study information in
Task 1.
If these new responsibilities will be included in the list of Olivia, then it will become very difficult
for her to supervise each and every even. She is already very focused towards her duties and
spent more time than needed. Hence, these additional responsibilities will act as burden for her
and she will not be able to manage her work effectively.
Satisfactory ☐ Unsatisfactory ☐
*
Task 6: Plan workflow
Read all instructions before beginning the task.

Choose 1one ( ) section, operation or activity in your work area or training environment. The
tasks in your selected area must be undertaken by a team. Examples of operational activities
include the following.
 Direct customer service activities, such as provision of service in a hospitality or events
venue, travel agency, tour company, tourist attraction or resort.
 Other customer service activities, such as food production, meal delivery (e.g., in health
care), business or administration activities.
 Support activities conducted within a business, such as stock control (e.g., stocktakes),
security procedures or maintenance of equipment.
Plan and organise workflow for a team operation or activity that takes into account at least six (6)
of the following contingencies:
 delays and time difficulties
 difficult customer service situations
 equipment breakdown or technical failure
 financial resources
 staffing levels and skill profiles
 rostering requirements
 staff performance
 procedural requirements
 Product development and marketing.
Create a workflow plan for your selected area, operation or activity.
Possible formats for your workflow plan include:
 workflow chart
 process map
 work schedule
 function or event run sheet
 Any other type of workflow planning tool suitable for your selected area, operation or
activity.
Examples and templates showing possible formats for you workplan can be found in the
‘Additional Resources’ folder in the Student Learning Management System (LMS).
Submit your workflow plan as a separate document.

TASK 7: QUESTION AND ANSWER
1Q : Which contingencies listed were considered when developing your workflow plan?
•☐ Delays and time difficulties
•☐ Difficult customer service situations
☐ Equipment breakdown or technical failure
☐ Financial resources
•☐ Staffing levels and skill profiles
☐ Rostering requirements
☐ Staff performance
•☐ Procedural requirements
☐ Product development and marketing
Q2: Describe how these contingencies influenced your planning process.
Every single arrangement is very important for the success of any event, especially their timing.
Difficulties like delay, present situation of customer and procedure can impact negatively on the
operation of the event by introducing miss management in the event arrangement.
Satisfactory ☐ Unsatisfactory ☐
Q3: Describe what factors determined how you allocated tasks and responsibilities to team
members.
The factors which determine the task and responsibilities to team members are their skills,
knowledge and their previous performance related to the given task. Also capability of the person
also plays one of the main factors for giving responsibility.
Satisfactory ☐ Unsatisfactory ☐
Q4: Describe how you assessed workloads for individual members of your team.
The workload for an individual member of the team will be determined on the basis of number of
tasks given to that person and portion of their importance in the success of the event. Workload
will be determined on the base of priority of the tasks.
Satisfactory ☐ Unsatisfactory ☐
Q5: What quality standards, or organisational, departmental, work area or team goals does
this workflow plan aim to support or achieve?

Workflow plan will be mainly created by the operational department in order to ensure effective
and efficient functioning of all business operation related to the quality and services. Quality and
services are the two main aspects of any business which are linked with the customer satisfaction.
Satisfactory ☐ Unsatisfactory ☐
Q6: How does this workflow plan support or achieve these organisational goals or quality
standards?
The workflow plan will provide clarity about the role and responsibility of each member of the
time along with timings so that they may not raise any confusion within the team members about
the task allocated to them. This will help in saving lot of time and efforts for the team by which
they can focus on the organizational goal but linking it to the workflow plan.
Satisfactory ☐ Unsatisfactory ☐
Q7: What industrial or legislative issues influenced how you developed your plan, and timing
and allocation of responsibilities? Consider requirements of industrial awards and work
health and safety requirements when responding.
Health and safety of the employees comes under the HSO law, according to organization will be
considered responsible in case of any issue related to health and safety of the employees. The
work plan will be formed in such a way that each task given to the employee will be covered
within the given time, so that employee may not face any stress situation. Also a supervisor will
be allocated under which will guide the staff in case of emergency task or bad situation.
Satisfactory ☐ Unsatisfactory ☐
References
Bolman, L. G., & Deal, T. E. (1992). What makes a team work?. Organizational Dynamics, 21(2), 34-44.
Flin, R., O’Connor, P., & Mearns, K. (2002). Crew resource management: improving team work in high
reliability industries. Team performance management: an international journal, 8(3/4), 68-78.