Monitoring Work Operations: Case Studies and Improvement Strategies

This report examines the work operations of Green Tour Excursions, focusing on improving efficiency and addressing challenges within the Fraser Island tours. The report includes four case studies analyzing various aspects of the business, from monitoring driver work hours and implementing consultative processes to addressing hygiene issues, delegation, and staff training. The report also covers complaint procedures, legal responsibilities, systematic approaches to problem-solving, and improvements within the food and beverage area. It provides recommendations for efficient department development, delegation, and overcoming implications for existing employees. The report offers a comprehensive overview of operational improvements, strategies for addressing employee issues, and recommendations for sustainable business practices.

Monitor work
operations
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Contents
INTRODUCTION...........................................................................................................................5
CASE STUDY 1..............................................................................................................................5
1.Describe that how would monitor the work hours of driver or tour guide which involved
efficiency in hour and also identify the relevant problems associate with staff levels for
improvement. ..............................................................................................................................5
2.Discuss about the consultative process that used to allow systems and procedures. To
determine the quality of assurance and maintain the area of organization. ................................6
3.Describe the measurement that taken to ensure functional clean vehicles, prevention of
hygiene issues. ............................................................................................................................7
4.How delegation process involved for new plan and involved the new job specifications. .....7
5.Describe that training necessary to accommodate new jobs and recommend the owner to
estimate the budget of retraining. ................................................................................................8
6.Discuss about day-to day operations that will not perform negatively affected on the changes
of business. ..................................................................................................................................8
CASE STUDY 2.............................................................................................................................9
1.Discuss about the nature of compliant......................................................................................9
2.Identify the procedures that follow to receive complaint. .......................................................9
3.Standard operating procedure for the investigation regarding the complaint.........................10
4.Legal responsibilities of a manager........................................................................................10
CASE STUDY 3 ...........................................................................................................................10
1. Systematic approach for the area investigation.....................................................................10
2.Provide the solution for the shortfalls.....................................................................................11
3. The aspects that are needed to be investigated in food and beverage area............................11
4.The details of the staff that are involved in the process..........................................................12
CASE STUDY 4............................................................................................................................12
1.Suggestion regarding the efficient development of each department along with delegation at
the appropriate levels.................................................................................................................12
2.Discuss the implications for the existing employees as the result and how to overcome the
following implication.................................................................................................................13
CONCLUSION..............................................................................................................................13
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REFERENCES..............................................................................................................................14
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INTRODUCTION
Monitor enterprise operations is a kind of process at workplace activities so that it can
develop the strategies which help for improving specific protocols and procedures. An operation
will require for analyzing the collection of data which defined the problems and find the
resolutions. There are many problems received from customers and staff related legal issues
which resulting for suffering overall business process.
This report is based on the Partners who own Green tour excursions that decide to reappraise
the operations and function of Fraser island tours. This report will discuss about the new
strategies that help for improving the business operations and quality of services. It will identify
the consultative process that allows for procedures and systems effectively.
CASE STUDY 1
1.Describe that how would monitor the work hours of driver or tour guide which involved
efficiency in hour and also identify the relevant problems associate with staff levels for
improvement.
It is important for tour enterprises to monitor the work hours of drivers and tour guide
because they can participate in long terms benefits and offers best quality of services to
consumers but it requires for improving the process of improvement plan so that it essential to
monitor the activities of tour guide (Leng and et.al., 2018).
As per case study, it will use Ongoing Monitoring plan where all employees involve in
process and conducted by deputy manager that perform different type of activities such as desk
side observation, dissect current process, analysing reports etc. on the other hand, lower level
drivers can organize the quality of testing and contribute for managing flow of information.
Manager will plan schedule on regular basis, different departments to check the review results
and determine when the process useful for changes. There are some issues determine related with
staff level for improvement.
 During occasion, there is lack of drive tourist vehicle availability which increases the
shortfall of trip.
 Poor hygiene is another major issue where employee cannot maintain the proper cleaning
and uses same cup or cutlery for picnic lunch.
 It is increasing the complaints against vehicles driver because they are too long given
which require to prepare vehicle before each trip.
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These are major challenges in the tour industry so that it requires for performing different task to
improvement.
An implementing result-oriented improvement plan that mainly focus on quality,
services, speed and cost of services. Manager can perform action from changing the policies and
also Eliminating the redundancies workflow (Qu and et.al., 2016). A complete redesign process
might essential when compliance regulation change in business process.
2.Discuss about the consultative process that used to allow systems and procedures. To
determine the quality of assurance and maintain the area of organization.
Consultative process is basically used for problem solving skill in tour industry because it
will create the values for customers. It is needed to integrate with technical skill through
consultative process.
At workplace, it is an essential for providing the quality of services to their consumers
because many people wanted quality assurance and takes more advantages through services. In
this way, it requires an appropriate planning that allow o main procedures and system through
consultative process.
This process might be implementing the procedures and system but they will not help for
meeting financial goals and objectives. Apart from that overworking of employee will not
helpful to achieve goals ((Márquez-Chamorro, Resinas and Ruiz-Cortés, 2017)
. It only increases the stress level and decreasing the staff self-motivations. In this way, it can
develop the understanding towards staff members and build good communication between them.
To identify the better quality of assurance that requires for performed an appropriate task and set
the realistic deadlines or schedule time.
According to consultative process, employees are communicated and consultant with
managers regarding quality improvement. It also sharing the information and providing
employee in the reasonable opportunities where each staff members express their own view
points.
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3.Describe the measurement that taken to ensure functional clean vehicles, prevention of hygiene
issues.
There are some common measurements that taken to ensure the prevention of hygiene
issues and cleanliness of functional vehicles. Environmental hygiene- it provides facilities to maintain proper hygiene when applied
the chemical stores that control contamination. In this way, it has applied to minimize the
risk of environmental contamination at the time of food processing (Sfyrakis and Molina-
Jimenez, 2016) Storage and transport, correct handling- in tour industry, it can be applied the handling
storage and transportation during incoming deliveries of food item to consumers.
 Production line design and Machinery- it should allow to maintain the cleaning of
machinery and prevent the functionality of vehicles.
4.How delegation process involved for new plan and involved the new job specifications.
The delegation is a type of process that may use manager for assigning the responsibility
to their subordinate along with perform different task. Delegation process provide the
responsibility with energy and time better for team and monitor the activities of employees. As
per case study, Manager is used the delegation process for making new plan and job specification
Because Staff members cannot deliver the best quality of results if the task is not delegated in
proper manner (Choi, Chan and Yue, 2016). It takes time to change the discipline and understand
the requirement of business growth.
 Step1: Manager identify the goals and scope of planning process that related to the work
activity and what requirement to accomplish for the success of business. It also
determined the efficient employee those who will play important role for project
management.
 Step:2 Break down all task for activity into small groups that need to take for completion
and creating the project management policies. Manager assign the task each staff
members according to their capabilities.
 Step:3 Developing the timeline for completing the work activities within specific
deadline and also assign individual task. Each staff members are participated to perform
actions.
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 Step:4 Determine the potential barriers that may increases challenges in work activities
so that perform action against issues through action plan and avoid issues to keep track
performance of project.
5.Describe that training necessary to accommodate new jobs and recommend the owner to
estimate the budget of retraining.
Training is an essential part of organization that will provide the facilities where all
employee can improve their own skills and knowledge. Training will be necessary for the
accommodation of new jobs because it help for candidates to understand the current project of
organizations. For creating the budget plan of training is not necessary from regular basis but it
only make sense of financially (Feng and Huang, 2016). It must ensure the personnel skill and
competencies of employee that play important role completing the task as per quality standard.
Before planning the retraining budget, it starts by assessing the need of training in business
development. It mainly focused on the researching which skill affecting on the production and
performance. Ideally, it requires for building the separate line item for training on the basis of
annual budget. In this way, it recommended the owner that must consider important factors of
retraining in the followings cost and overall budget.
 Instructor fees
 Training equipment’s
 Initial briefing
 Ongoing training
 contingencies
6.Discuss about day-to day operations that will not perform negatively affected on the changes of
business.
Day to day enterprises operations are performed activities that engage with the employee
on daily basis. It also generating profit and increasing the inherent value of business.
For Example- The production of new product and services will not negatively impact on
the changes of business because the demand of consumer has been changed according to market
trends. Employees are responsible for produce items and sale in marketplace. They are
individually responsible for serving its consumers and make money or value added to the
business in market share. In production department, they can produce innovative services where
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client attract towards and will take benefits. In this way, it will not harm the proposed change in
business growth and development (Zhou and et.al., 2019).
Apart from that day to day operations always help for manager to find employee
performance and efficiency. It goes the extra mile to ensure their day to day work gets done. In
this way, it can be identified that day to day operations are not affecting on the change of
business process.
CASE STUDY 2
1.Discuss about the nature of compliant.
As per case study, Elena wanted to complaint against the supervisor in front office because
they can try to torture in mentally and changes their working hours etc. in this way, Elena face
many personal issues with the supervisor. In this way, it can appear as personal issues and
harassment complaints against the supervisor those who always try to make silent offenses and
stalked her on multiple occasions.
2.Identify the procedures that follow to receive complaint.
it can be determined the procedure that should follow to receive complaint from Elena. Receiving the complaint- It is initial step to receive the complaint from Elena where
manager understand and take serious action against supervisor (Szurgacz and Brodny,
2018). Understand the issues- Manager understand the complaint of personal issues and
harassment etc. it can be determined the behaviour and nature of supervisor towards
Elena. Severity of complaint- After understand the issues, Manager understand that how this
type of issues affects on overall working environment and culture. Book meeting- After identifying severity of complaint, manager organize the meeting to
resolve issues regarding complaint. Acknowledge the complaint- In meeting, Elena give their own experience related
harassment and how they face personal issues with supervisor.
 Take necessary action to resolve complaint- After successfully completing the meeting,
manager take legal action towards the supervisor because each employee having equal
right to maintain their dignity.
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3.Standard operating procedure for the investigation regarding the complaint.
There should be encouragement among the employees to follow the chain to deal with
complains regarding the job. There will be the produce regrinding the personal nature of the
harassment whether the concern is orally or written files.
There will be the appointment of the person regarding the proper investigation of the
incident but do not have the right of taking any prompt action with the receiving of any
knowledge regarding the complaints. If anyone is having the information regarding the
complaint filed by the victim must directly report to human resource manager or the executive
director directly.
Each employee in the organization have the duties to report for any sexual harassment and have
the major obligation of answer the questions honestly and help in completely the proper
investigation. The victim has the right to present the allegation or have to respond to allegation.
4.Legal responsibilities of a manager.
The legal responsibility of the manager will b having the idea of the legal federation that is
slimline in the organist ion alp with the consultation of the activities that are impact-in the
employees directly or indirectly. There should be flexible practice that us needed to be flowed by
the company so that employee can Beasley raise there issues in the public regarding the different
issues.
CASE STUDY 3
1. Systematic approach for the area investigation.
As the company is facing the heavy complains regarding the delays in the service of
restaurant and the degrading quality pf the meals provided to customer. So the major ares that are
more needed to be investigates id the food and beverage areas and the front office department.
For ensuring the safety and quality of f&b the system call (HACCP) in implemented to identify
the critical point of control. The set guideline and principles of HACCP for producing healthy
ans safety foods. The investigation of the front office will be done by same approach as to
identify the critical points from where they the top management can control the activities. The
aim of the investigation in the ares is to reduce the problem in operational areas. The main
objective of the two service ares is to provide the high quality of good and beverages along with
the friendly and welcoming atmosphere to the customer of the hotel. After the conversation with
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sous chef and head chef there were identification of various major issues such as the lack in
availability of equipment and other following issues. There were 7 key stages of the guideline
and principles of HACCP which is to be implemented for the food and safety area increase the
quality of service.
2.Provide the solution for the shortfalls.
According the case study the major issues that is faced by the hotel in serving the better
quality of the service to the customer is the lack of equipment. The increase in the waiting lines
for the delivery of food along with the complaints regarding the quality of the meals served to
the customers. The problem of the solution is that as there is the budget is 5 months away then
the hotel should majorly pay attention on other issues such as the reduction is waiting line along
with the improvement in the quality of service. The hotels should treat there guest as like VIP
one's making the need as the priority for the hotel. The training of the employees should be done
of the daily basis along with personalized customer service. There should be development
technology as o reduce the waiting line of the customer so that there can be positive impact on
the employees. The company should take the measurement of the performance of customer
services so that the employees or staff can have the knowledge about the efficient things they are
performing to provide the best solution.
3. The aspects that are needed to be investigated in food and beverage area.
The aspects that are needed to be investigated in the food and beverage areas is to have
the proper attention on the kitchen stewarding which strives to have the assurance regarding the
cleanliness, preparedness and the systematic orderliness in the commercial kitchen so that
effective work can b maintained.
The next is work relating to the dish washing which is responsible for the clean and dry
supply of chinaware along with glassware, cutlery, banquet, lounge and service areas. The food
and beverage areas is highly reliable on the department of laundry for the timely supply of dry-
cleaned and wrinkle less linen.
The food and beverage areas should also pay attention on the aspects of knowledge,
appearance and attentiveness of the staff members. There should be roper awareness and
knowledge among the staff members regarding different roles and responsibilities in food and
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beverage paring and service style to build the confidence in serving the guest along with
maintaining the personal hygiene, cleanliness and professional appearance.
4.The details of the staff that are involved in the process.
The staff remember that are involved in the process of the investigation will be the
restaurant or the hotel manager along with the assistant manager, room service manager, banquet
manager and the supervisor of the food and safety. The HR manager will also include in whole
process of investigation and to find the solution's of the problems.
CASE STUDY 4
1.Suggestion regarding the efficient development of each department along with delegation at
the appropriate levels.
As there are many students working as part-time employees are having lack of proper
training and development programs for maintaining the proper universal code to provide the
services to the customers. There is also the lack of the supervision from the higher authority in
maintaining the effectiveness and efficiency of the company. There should be proper delegation
of authority at the different level of the hotel so that proper accountability can be maintained
along with achievement of the goals and objective of hotel and customer satisfaction.
The company should make the employee learn about the company cultures that will make
the introduction to guest experience to the corporate culture. There should be important training
given to the employees for maintaining the consistency among the staff in the case of the
maintaining the larger chains. The training to the part-time employee can be given in the way of
cultural training along with the spiritual training. The employees should have the understanding
of the value and norms as to avoid the intercultural conflicts and explore the maximum number
of the opportunities.
There should be training of the supervisors so that they can maintain the uniformity in the
functioning of the employee in the company. The supervisor should be trained in such a way so
that they can make there employee efficient and effective to reach there personal goals along
with objective of the company. The manager and the supervisor should have the delegation of the
authority so that more innovative way of the working acne be evolved along with accountability
and creativity.
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2.Discuss the implications for the existing employees as the result and how to overcome the
following implication.
The implication for the exiting employees will be that as there will be no coordination in
the working of the part-time employees in the organization, there will be major burden on
permanent employees as to achieve the strategic goals of the company. The top management of
the company should provide the proper training to develop the skill of the part-time employees
so the uniformity can be maintained among the employees. The top management should only
make the recruitment of the part-time employee foe the minor activities that doesn't make the
experience of the guest bad. The major responsibility should be given to the senior employee to
whom proper training and development has been give or the employee who are having the proper
experience.
CONCLUSION
An operation will require for analyzing the collection of data which defined the problems
and find the resolutions. It will identify the consultative process that allows for procedures and
systems effectively. In case 1 It mainly focused on the researching which skill affecting on
production and performance. Ideally, it requires for building the separate line item for training on
the basis of annual budget. In case 2 Each employee in the organization have the duties to report
for sexual harassment and have the major obligation of answer the questions honestly and help in
completely the proper investigation. In case 3 employees should have understanding of the value
and norms as avoid the intercultural conflicts and explore the maximum number of the
opportunities. In case 4 There should be important training given to the employees for
maintaining the consistency among the staff in the case of the maintaining the larger chains.
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