Enhancing Business Development by Monitoring Work Operations

This practical assignment delves into the critical aspects of monitoring work operations within a business development context. It addresses various questions related to planning, organizing, staffing, and ensuring workflows align with organizational goals. The assignment covers performance evaluation, problem-solving, cost reduction strategies, and the importance of open communication and coordination. It further explores task delegation, employee motivation, and the impact of new workflows on staffing. The document also highlights key performance indicators, potential issues like lack of enthusiasm, and the significance of sharing knowledge and experience. It also provides insights on customer service, handling complaints, and staff involvement in decision-making. The assignment concludes with a Unit Skill Assessment (USA) including email communications, task prioritization, and monitoring performance, demonstrating practical application of the concepts discussed, all available with solved examples and past papers on Desklib.

MONITOR WORK
OPERATIONS

Table of Contents
Question: 1.......................................................................................................................................5
Question: 2.......................................................................................................................................5
Question: 3.......................................................................................................................................5
Question: 4.......................................................................................................................................5
Question: 5.......................................................................................................................................5
Question: 6.......................................................................................................................................5
Question: 7.......................................................................................................................................5
Question: 8.......................................................................................................................................6
Question: 9.......................................................................................................................................6
Question: 10.....................................................................................................................................6
Question: 11.....................................................................................................................................6
Question: 12.....................................................................................................................................6
Question: 13.....................................................................................................................................7
Question: 14.....................................................................................................................................7
Question: 15.....................................................................................................................................7
Question: 16.....................................................................................................................................7
Question: 17.....................................................................................................................................7
Question: 18.....................................................................................................................................7
Question: 19.....................................................................................................................................7
Question: 20.....................................................................................................................................8
Question: 21.....................................................................................................................................8
Question: 22.....................................................................................................................................8
Question: 23.....................................................................................................................................8
Question: 24.....................................................................................................................................8
Question: 25.....................................................................................................................................9
Question: 26.....................................................................................................................................9
Question: 27.....................................................................................................................................9
Question: 28.....................................................................................................................................9
Question: 29.....................................................................................................................................9

Question: 30.....................................................................................................................................9
Question: 31...................................................................................................................................10
Unit Skill Assessment (USA)........................................................................................................10
PART 1..........................................................................................................................................10
Task 1........................................................................................................................................10
Email................................................................................................................................10
Task 2........................................................................................................................................10
List of issues and related organisational goals................................................................10
PART 3..........................................................................................................................................11
Task 1........................................................................................................................................11
Email – informing Board of directors..............................................................................11
Task 2........................................................................................................................................12
Task prioritizing...............................................................................................................12
Work Delegation..............................................................................................................13
Task 3........................................................................................................................................14
PART 4..........................................................................................................................................14
Task 2........................................................................................................................................14
Monitoring the performance............................................................................................14
Task 3........................................................................................................................................15
Email to the Board of Directors.......................................................................................15
REFERENCES..............................................................................................................................16

Question: 1
1. Planning: It included setting of goals along with deciding on how to attain goals.
2. Organizing: Allocation of tasks and making arrangement for its accomplishment.
3. Staffing: Ensuring placement of right person on right place at right time.
Question: 2
Such kind of mentoring should be done on continuous basis instead of doing periodic review by
including it in the regular duties of the supervisor. Also, staff should know about it right from
their induction (Gregori and et.al., 2018).
Question: 3
To ensure that the workflows are in line with the organizational goals supervisor should
continuously review the process of workflow, invite feedback from staff along with evaluating
the overall performance from time to time.
Question: 4
 Conducting surveys on customers to obtain their complaints regarding the service quality
of the company.
 Conducting SWOT analysis to determine what is wrong with the quality of service.
 Carrying out cause and effect analysis to identify what is causing problem in the quality
of service and its effects on the operations of the business (Olsen and Tomlin, 2020).
Question: 5
 Evaluating and assessing performance
 Job rotation
 Conducting seminar regarding provision of quality services
 Improving operational sustainability
Question: 6
When employees are encouraged to express their problems at work to their colleagues and
superiors, then it leads to innovative thinking for how to address these problems. Therefore, open

communication allows for open expression of ideas and thoughts which results in obtaining
innovative solutions to the problems.
Question: 7
 Market research for studying customer expectations and preferences.
 Exploring through books, magazines, newsletters and newspapers.
 Observing competitors.
Question: 8
a) Convenient and comfortable work system allows for less people to be hired which leads to less
cost of work.
b) Cutting cost of the product by conversing with staff to identify ways to enhance operation.
c) It means managing risk effectively and measuring performance in a desired manner (Locht
and Oosterhof, 2018).
Question: 9
 To establish coordination among the staff towards the attainment of organisational goals
in the right direction.
 It helps in knowing how much time is needed for a particular task along with assigning
responsibility to the staff for the same.
 To undertake evaluation of job processes to determine what is wrong in the process along
with making modifications in it.
Question: 10
 Improved reputation of the business.
 Higher productivity
 Higher efficiency in terms of speed.
Question: 11
 Choosing the right candidate to whom the task need to be delegated.
 Confirming the interest and understanding of the person to whom the task has been
delegated (Acaro, 2019).
 Evaluating and tracking the progress along with providing assistance whenever and
wherever appropriate.

Question: 12
 Understanding work breakdown structure of a company.
 Listing out activities to be performed for creating Gantt chart.
 Determining the time required to perform each activities to ensure accomplishment of
goals on time.
Question: 13
 Act as a motivator to help employees in developing their career.
 Act as a consultant in setting career goals.
 Act as a supporter for giving effective advice in each and every area employee need.
Question: 14
 Motivating staff for developing awareness and expertise.
 Undertaking appraisal survey and performance assessment.
 Keeping a note of good qualities of employees.
Question: 15
 There could be change in the job description.
 New workflow may leads to overstaffing and understaffing.
Question: 16
 Active time and idle time
 Absenteeism and staff turnover
 Efficiency and effectiveness in performance
 Adaptability to changing environment
 Teamwork
Question: 17
 Lack of enthusiasm, morale and employee engagement.
 Hesitations among employee in carrying out necessary communications with their
superiors (Spivey and et.al., 2019).
 Inconsistency in employee’s productivity.
 Continuously not meeting the deadlines.

Question: 18
Sharing of experience, data and knowledge allows for enhancing efficiency of the staff by
ensuring that their performance are going in the desired manner which makes the process much
smoother along with improvements in the quality of staff performance.
Question: 19
 Having a moderator who acts as an in-charge during sessions.
 Identifying problems and ways to resolve it.
 Determining the time limits and deadlines for achieving objectives.
Question: 20
 Accounting records of financial transactions.
 Accomplishment of legal requirements.
 Work health and safety records.
Question: 21
 Misunderstanding in customer needs.
 Inability to use politeness.
 Loudly arguing with customers.
 Slowly responding to customers.
 Incompetency among the staff serving customers.
Question: 22
 Different situations during the provision of services to customer.
 Failure or breakdown of equipment.
 Variances in budgets.
 Inadequacy of training.
 Failure to deliver service in a desired manner.
Question: 23
The situation must be clarified with the staff and accordingly, apologized with the customer. And
any vacancy at the restaurant must be given to the customer on a priority basis along with
offering some kind of free drinks and discounts. Immediate apology provided with the scope to
keep customer relaxed.

Question: 24
Preparing list of booking records and duly sharing the same with other staff. This will provide
for scope to make it clear with the customers on various aspects associated with the reservation
at the time of receiving request from them for the same.
Question: 25
Involvement of staff while making decisions enhances an ability to express views and sharing
experience with other along with skills to communicate with colleagues and superiors. Also,
relationship between manager and employees can be strengthened while encouraging better
teamwork among employees.
Question: 26
1. What do you think the company should do to boost morale of the staff?
2. What new ideas would you recommend to better cope up with the situation?
Question: 27
It is to be suggested that weekly review of decision must be done to ensure its effectiveness to be
used for the coming week or whether adjustments are required. Also, solutions are required to be
checked on monthly basis for its correct implementation (Olsen and Tomlin, 2020).
Question: 28
An example of industrial awards or conditions with respect to hospitality industry is that if
employer roster employee for working more than 20 days in a period of four weeks, then it is
necessary for the employer to pay overtime for each of the excess day worked.
A website developed by Australian government is “Fair Work Ombudsman” for hospitality
industry where information related to industrial awards and conditions can be obtained.
Question: 29
By adopting measures such as provision of training to employees, conducting inspection on
periodic basis, investigating on the number of accidents and maintaining records of training
activities and first aid treatment to ensure health and safety requirements at work.
Question: 30
1. Sous Chef: They are in charge and responsible for making it sure that all the equipment in the
Kitchen are in working condition along with responsibility of ensuring quality of food served.
2. General manager: They are assigned with the task of managing every part of the business.

3. Kitchen hand: They carried out the tasks such as washing utensils and dishes along with
restocking in commercial kitchen.
4. Commis Chef: They assist other chef in making preparations.
Question: 31
 Having a plan and clear vision
 Avoid distractions and irrelevant tasks
 Doing one task at a time
 prioritization of tasks
Unit Skill Assessment (USA)
PART 1
Task 1
Email
Dear Sara Quin,
Hope you are doing well.
With due respect, I want to inform you regarding the decline in the revenue of the travel and
tourism division of NGC and accordingly, want your favor in this regards. I have been assigned
with the duty to determine the reason for such decline, therefore I will need more information
related to the following parameters;
 Staffing arrangement
 Incident reports
 Rosters and Schedules
 Etc.
I will be looking forward for your positive response over the same, so that I can continue with
the further investigations in order to determine necessary actions to resolve this issue on a
priority basis.
Warm regards,
Stanley Evans
(Operations Manager at NGC)

Task 2
List of issues and related organisational goals
Issues identified Organisational goals Remedial actions
Poor food hygiene We strive for quality food that
is to be served hot and in
appropriate packets.
Provision of training to related
staff.
Monitoring performance of
employees.
Complaints regarding trip
delays
We desire to become a
benchmark of the travel
industry by providing with
fast, cost-effective, reliable
and high quality services.
Reviewing policies.
Revisit workflow structure.
Air condition failure We offer highly convenient
transportation services to the
travellers.
Regular vehicle checking.
Immediate reporting of
failures.
Offended by driver Our basic purpose is of
providing quick services.
Provision of training to staff
and timely monitoring their
performance.
Ran out of fuel We strives for providing quick
transportation services through
efficient utilization of
vehicles.
Required daily inspection.
Required to be refilled every
time before use.
PART 3
Task 1
Email – informing Board of directors
September 2, 2021
Board of Directors
NGC Travel and Tourism

Greetings.
The RBPT that is, Rostering Best Practice Team has been assigned with the task of leading the
work flow through continuously reviewing, promoting and driving approaches towards
improving the following list of identified issues which is requiring immediate actions. The list is;
 Provision of training to Kitchen staff for food hygiene and handling.
 Training about customer service.
 Monitoring the behaviour and performance of staff.
 Training to driver regarding what to do before and after every trip.
 Regular checking of air conditioner.
 Elimination of trip delays through using mobile applications that is meant for navigating
routes.
Hoping for your immediate actions on the aforesaid matter.
Thanks.
Regards,
Stanley Evans
Operations manager at NGC
Task 2
Task prioritizing
List of tasks
Avoiding delays in trip Driver should keep with them GPS for
navigating routes to ensure arrival and
departure at the right time.
Food handling Provision of training to Kitchen staff, so that
staff should have the required knowledge of
how to prepare, pack and serve food in an
appropriate manner.
Air condition problem There must be weekly or daily check of air
conditions to avoid inconvenience to the
travellers.

Driver’s behaviour Training and monitoring the performance of
drivers by explaining them the company’s
policy.
Ran out of fuel Checking the vehicle both before and after
undertaking the trip by following the checklist
of what to do.
Work Delegation
Person delegating the task Stanley Evans
To whom the task is delegated Driver
Task delegation date September 2, 2021 – September 5, 2021
Task details
Task delegated Blue Hills Day trip
Task description Completing the checklist before the trip.
Ensure the vehicle is ready to be used along
with the required facilities.
Check whether the fuel tank is refilled and full.
Check the distances and routes.
Completion of daily report along with
submitting the same to office.
Deadline Post duty hour
Key performance indicator Vehicle should always ready to be used.
Fuel tank should always be full.
Being courteous with that of customers.
Rules to follow Taking care of maintainance and cleanliness of
the vehicle.
Checking of the checklist both prior and post
trip.

Ensure that the engine is working properly.
Required resources Mechanic, technician and related tools and
equipment.
Consequences for failure Less failure and accordingly less complaints.
More feedback in the positive sense.
Review date September 5, 2021
Task 3
Informing department manager
September 2, 2021
Sarah Quin
NGC travel and tourism
Greetings.
This is to inform you that I have delegated the tasks as per the new workflow of NGC travel and
tourism which will be going to begin from the following month. To resolve the issues such as
trip delays, running out of fuel and food handling, it is necessary to train the related staff.
Accordingly, training session has been designed for September 7, 2021 at 11:00 AM.
Looking forward for your positive response over this matter.
Thanks.
Regards
Stanley Evans
Operations Manager at NGC
PART 4
Task 2
Monitoring the performance
September 4, 2021
Sarah Quin
NGC travel and tourism

Thankful for your cooperation and positive response for the new workflow and processes. Now
for ensuring appropriate monitoring, I request you to provide me with the data and information
necessary to determine the changes in the operational efficiency as soon as possible.
Looking forward for your positive response.
Thanks.
Regards,
Stanley Evans
Operations Manager, NGC
Task 3
Email to the Board of Directors
September 1, 2021
Board of Directors
NGC
Dear Board of directors,
This is to notify that I have received the outcome of the study conducted by Sarah Quin which is
based on incident report. In this regards, I want to raise concern over the poor air conditioning
system of NGC vehicles which was due to the lack of appropriate maintenance and training to
the staff. Accordingly, there is a threat of losing customers and revenue. I suggest you all to take
immediate action by replacing the old one to a new air conditioning systems in our vehicles.
Also, staff should be held responsible for checking it regularly to eliminate similar incidents in
future.
Here I have attached brief report of this matter and training sessions.
Regards,
Stanley Evans
Operations Manager, NGC

REFERENCES
Books and Journals
Gregori, F., and et.al., 2018. Improving a production site from a social point of view: an IoT
infrastructure to monitor workers condition. Procedia CIRP, 72, pp.886-891.
Olsen, T. L. and Tomlin, B., 2020. Industry 4.0: Opportunities and challenges for operations
management. Manufacturing & Service Operations Management, 22(1), pp.113-122.
Locht, I. L. M. and Oosterhof, N. N., 2018, June. Near real-time monitor of rail way track
adhesion conditions. In PHM Society European Conference (Vol. 4, No. 1).
Acaro, X., 2019. Traffic Analysis in Data Networks: Design and Development of Monitor
Software NMTraffic. Digital Science 2019, 1114, p.3.
Spivey, B., and et.al., 2019, September. Data Driven Methods to Monitor Sticking Friction
While Running Pipe. In SPE Annual Technical Conference and Exhibition. OnePetro.