SITXMGT001 Monitor Work Operations: Detailed Short Answer Solutions

This document provides detailed solutions to short answer questions for the SITXMGT001 Monitor Work Operations assessment. The answers cover key aspects of monitoring work operations, including the stages of monitoring, frequency of service provision monitoring, alignment of workflows with organizational goals, identifying quality problems, adjusting processes, fostering open communication, identifying industry trends, operational sustainability, the purpose of well-defined workflows, business benefits of efficient workflows, steps in delegation, Gantt chart development, coaching and mentoring functions, providing feedback, impacts of new workflows on staffing, aspects of staff behavior to monitor, signs of performance issues, knowledge sharing, and effective brainstorming techniques. The solutions offer practical insights and strategies for effective leadership and management in various operational contexts, emphasizing quality assurance, sustainability, and employee empowerment.

Assessment Tasks and Instructions
Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXMGT001Monitor work operations
Stream/Cluster
Trainer/Assessor
Assessment for this Unit of
Competency/Cluster
Details
Assessment 1 Short Answers
Assessment 2 Project
Assessment 3 Observations
Assessment conducted in this instance:Assessment 1 2 3
Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required
Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date
2nd Assessor to complete
I agree the adjustments applied to this assessment are reasonable
Name
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Signature Date
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency and relating to
the following aspects:
 work organisation and planning methods appropriate to the industry sector
 leadership and management roles and responsibilities in the relevant industry sector
 operational functions in the relevant industry sector
 procedures and systems to support work operations:
o administration
o health and safety
o human resources
o service standards
o technology
o work practices
 concepts of quality assurance and how it is managed and implemented in the workplace
 sustainability considerations for frontline operational management:
o relationship between operational efficiency and financial sustainability
o ways of minimising waste in the relevant work context
o social responsibilities of the operation
 time management principles and their application to leaders and managers for planning
own work and the work of others
 principles of effective delegation and delegation techniques in a frontline management
context:
o clear communication of what is required
o gaining commitment
o no undue interference
o regular reporting
o selecting the right person
 problem-solving and decision making processes and techniques and their application to
typical workplace issues
 industrial or legislative issues that affect short-term work organisation appropriate to the
industry sector:
o relationship of relevant industrial awards to hours and conditions of work
o ensuring systems and procedures meet work health and safety requirements.
Place/Location where assessment will be conducted
RTO to complete
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Resource Requirements
Pen, Paper or computer.
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you
with instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness.
Your trainer will provide you with feedback and the result you have achieved.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals
were explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I
have acknowledged or referenced all sources of information I have used for the purpose of
this assessment
Student Signature: Date: / /201
This assessment: First Attempt 2nd Attempt Extension – Date: / /
RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory
Feedback to Student:
Assessor(s) Signature(s): Date
:
/ /
Student Signature Date
:
/ /
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Assessment 1
Your task: Answer the following questions. Each question must be completed.
Question 1
The process of monitoring work operations is often broken down into six stages. Name 3 of
these.
The three stages are mentioned below as:
 Measurement of the operative performance delivered by a business enterprise
 Collection or gathering of the required or relevant data
 Analysis of the information collected from different sources
Question 2
Monitoring the expected service provisions of your staff is an important part of a frontline
supervisor’s job. How often should this be done?
It can be stated that the process of monitoring is very useful and effective for companies and
adequate measures with regards to the same needs to be done (Rahimi and Kozak,2017).
However, it can be argued that the process of monitoring should be carried out at regular
intervals or on a daily basis.
Question 3
Once workflows have been established, what should you do to determine whether the
workflows you have implemented are in line with achieving organisational goals?
To determine whether the workflow is in line with the accomplishment of the organisational
goals, it can be expressed that evaluation process can be used. In the present, actual and
desired outcomes can be compared and corrective measures can be taken to eliminate the
issues and loopholes in the process (Goh et al. 2017).
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Question 4
List 3 ways to identify quality problems with your service.
1. Customer feedback can be taken into consideration to determine issues and problems in
service quality (Silva et al. 2019)
2. Social media monitoring is also a strategy which can be taken into account to determine issue
in the quality
3. SEEVQUAL method is also a common approach which can be used by an organisation to
identify issues in customer services
Question 5
‘In house training’ is one example of a process or system which you may need to make
adjustments to in order to resolve quality issues. List 4 other processes or systems from your
industry.
1. Application of the quality management tools and techniques
2. Establishing the key performance indicators in the best possible manner
3. Carrying out regular and daily evaluation of the processes
4. Motivating the workers
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Question 6
How can encouraging a culture of open communication and innovative thinking help you
improve efficiency and service levels?
Employee’s empowerment is considered as one of the most effective ways through which
culture of innovation can be encouraged (Kimes, 2017). Taking regular feedback is also a major
strategy which can be used. Employees can be encouraged to provide reviews and feedback at
regular intervals and provide innovation in services.
Question 7
List 3 ways to identify current and emerging trends in your industry.
1. Analysis of industry reports published on yearly, quarterly and half yearly basis
2. Taking feedback and survey from customers at regular trends
3. Competitor analysis is also a important way through which trends in the industry can be easily
identified
Question 8
Sustainability is usually associated with the environment, however it can also refer to the
operations of a business. Other than environment, what are the 2 other areas of operational
sustainability?
1. Society is considered as one of the main and most important parameter linked with
sustainability. It is required by companies to make sure that social and community development
is also carried out (Buhalis and Leung, 2018)
2. Economy is also an important aspect of sustainability and it is required by businesses to attain
desired and expected revenues to accomplish the goal of sustainability.
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Question 9
What is the purpose of having a logical, well defined workflow?
One of the main and most important purposes of having a logical and well defined workflow is
that it helps in ensuring effective and less interruptive flow of all operations and activities. In
addition to this, it also helps in attaining business goals and objectives (Madera et al. 2017).
Question 10
List 3 business benefits of having an efficient and effective workflow?
1. Smooth flow of all operations and business activities
2. Higher degree of satisfaction among the customers and employees
3. Accomplishment of the organisational goals and objectives
Question 11
‘Considering the task to be delegated’ is the first step in the delegation process. List 3 more
steps in delegating work or job tasks to staff.
1. Selection of the team or individual who can accomplish the task and activities which will be
delegated
2. Assessing the ability and training needs of the people who are involved in the process of
completing the tasks and activities assigned
3. Focusing on the deadlines and developing the channels of communication
Question 12
A Gantt chart can help you monitor your workflow progress against timelines to a help ensure
objectives are being met on time. List 3 things you need to do to develop a Gantt chart.
1. Tasks and activities are required and needed the most in terms of developing Gantt chart
2. Milestone and deadlines are also required for the development of Gantt chart (Altin et al.
2018)
3. Resources can be termed the third most important thing which will be needed in the proces
of developing Gantt chart
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Question 13
Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3
functions of coaches or mentors.
1. Showing paths and providing directions to the workers or employees within the organization
2. Advising the employees and workers on factors such as improvement in the process and skill
set
3. Supporting employees in issues and challenges faced while completion of the tasks and
activities assigned to them
Question 14
‘Giving credit where credit is due’ is one effective way of providing feedback and guidance to
your staff. List 3 other examples.
1. Fostering a culture of innovations and creativity within the workplace (Ivanova et al. 2016)
2. Providing different types of motivation and rewards to the workers
3. Encouraging the staff members to emphasize on areas such as 360 degree feedback and
reviews
Question 15
You must keep management informed if the workflow you have designed impacts on staff. What
are 2 possible impacts implementing a new workflow may have on staffing requirements?
1. The new workflow can result in increasing the number of staff required for completion of
activities and flow of work
2. Training and development sessions will also need to be provided to the staff members to
attain the desired goals
Question 16
List 5 aspects of staff behaviour or productivity that you should monitor.
1. Motivation is one of the main and most important aspect which needs to be monitored at
regular intervals by the management (Manoharan and Singal, 2017)
2. Professionalism is also a major aspect which needs to be well taken care by the management
3. Respect for clients and customers is also an important aspect which needs to be monitor
4. Relation with other people working within organisation
5. Employees degree with regards to resistance to change
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Question 17
What are 4 common signs that there may be some performance problems or issues you might
need to deal with?
1. Employees not able to meet the deadlines
2. Quality issues within the workplace
3. Increasing degree of customer dissatisfaction
4. Increasing conflicts and disputes among the people working in the organisation
Question 18
How can simply sharing what you know to staff members improve the performance of the
business?
It can be expressed that sharing of knowledge and skills with other people working in an
organization can play a vital role in enhancing the performance of a business enterprise
(Gustavo, 2019). The rationale behind this is that it will help the other people working in the
organization to enhance the skill set and knowledge base and become more productive. This will
further contribute to the success and growth of companies and businesses.
Question 19
Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List 3
ways you can make sure your brainstorming sessions are effective.
1. Neglecting the chances of limiting the ideas is one of the main and most important ways
which can be used
2. Encouraging quality ideas and suggestions is also a very useful way which can be taken into
account by businesses (Ryan, 2015)
3. The third and another effective way is staying focused on the topic which has been selected
for a brainstorming session
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Question 20
List 3 types of administration documents or workplace records you might need to complete and
submit in your industry.
1. Registration of the business
2. Documents related with workers health and safety
3. Document linked to financial performance of the business
Question 21
List 5 types of customer service related problems from your industry that would require your
attention as a supervisor.
1. The communication issue that mostly related with language problem.
2. The improper knowledge of goods and services to the customer service executive.
3. The personal favour that cannot be done by customer service executive to the customers.
4. The improper behaviour with customer that need proper guidance
5. Finding solution for delivery of faulty products to the customers.
Question 22
List 5 common management problems or issues that you as a supervisor, may deal with on a
regular basis.
1. Internal dissatisfaction between several workers toward company environment.
2. Less effective focus of workers toward company long term vision
3. Employees less knowledge and skills toward business operation.
4. Workers ignorance towards rules and regulation that impact overall working
5. Less motivation for company future project and activities that provides negative results.
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Question 23
Consider the following scenario.
A customer arrives to find that you have no record of a booking he claims he made with one of
your staff members several weeks ago.
What is a possible short term action you could take to resolve the problem?
To handle this condition manager will build an imageries situation such as system corrupted that
deleted entries past booking entries (Rahimi and Kozak, 2017). That can be a possible way to
handle the customer in a particular condition. For the satisfaction of the customer, management
can be said that the company is trying to find an appropriate solution.
Question 24
Considering the previous scenario.
What is a possible long term action you could take to resolve the problem?
Monitoring process should be developed in order to deal with the problem of booking occurred.
The process should be carried out on a daily basis and the booking should be cross checked with
the customers so that the errors and mistakes can be easily omitted. Online channels for
booking should be also integrated so that the chances of errors can be resolved or reduced to a
great extent.
Question 25
What is the advantage of involving staff in the decision making process?
One of the main and most important advantages associated with involving staff in the process
of decision making is that it can result in developing more creative and innovative ideas and
solutions (Tweebeck and Lashley, 2018). In addition to this, attaining higher degree of
satisfaction among the workers is also a major benefit associated with involving the workers in
the process of decision making.
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Question 26
When a staff member raises a problem with you, write 2 questions you could use to encourage
them to help solve the problem.
One of the main and most important questions which can be used here is to define the reasons
because of which the problem or issue has been occurred. The staff members can be asked
about the reasons due to which the problem has arisen (Kandampully et al. 2018). On the other
side of this, questions such as what are the alternatives ways and solutions to deal with the
problem can also be asked to attain the desired goals and help the workers in solving the
problem.
Question 27
How often should you review decisions you have made to see if they are still effective?
The review of decisions should be carried out until and unless the objective behind taking the
decision is accomplished (Rauch et al. 2016). The effectiveness should be checked till the
desired and expected goals behind decisions are attained. This is one of the reasons because of
which management are suggested to emphasize on carrying out effective review of decisions on
regular intervals
Question 28
Give an example of industrial awards or conditions in your industry, that may affect how you
roster staff, etc.
International hotel award is the best and one of the most popular award which can have a direct
impact on the employees or staff members (Law, 2019). In addition to this, the caterer and
hotelkeeper award, The Gold List by Conde Nast Traveller are some other awards which are
highly popular in the industry.
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Question 29
Name a website could you use as a reference to check the awards and conditions of your
workplace.
Glassdoor is one of the leading websites which can be taken into consideration with an objective
to check the awards and workplace conditions (Abrate and Viglia, 2016). Furthermore, the
website also provided realistic and reliable opinions and reviews of the employees with regards
to the working conditions.
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Question 30
For your department and your industry, list 4 job positions, and briefly describe the tasks and
requirements of each position. 2 of the positions must be management positions within your
sector (the positions must differ from the examples provided below)
For example:
Position Tasks and Requirements
F&B Manager
Restaurant Supervisor
Head Waiter
Oversees bookings, training, budget, orders beverages
Ensures correct restaurant setup, service standards
Looks after sections of the restaurant
MANAGEMENT POSITION 1:
Front office manager
TASKS AND REQUIREMENTS:
 Managing training of the front office staff
 ensuring the fact that professional behaviour is displayed by the staff members
MANAGEMENT POSITION 2:
Food and beverage manager
TASKS AND REQUIREMENTS:
 Hiring staff
 Ensuring proper preparation and quality of food
 Purchase of the food
POSITION 3:
Housekeeping supervisor
TASKS AND REQUIREMENTS:
 Making the rooms attractive
 Assigning duties and roles
 Inspecting the work quality
POSITION 4:
Front desk executive
TASKS AND REQUIREMENTS:
 Greeting the guest
Offering refreshments and different beverages
 Managing emails and communication with clients
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Question 31
List 4 principles of time management.
1. Planning
2. Organizing
3. Prioritizing
4. Delegating
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References
Abrate, G. and Viglia, G., 2016. Strategic and tactical price decisions in hotel revenue
management. Tourism Management, 55, pp.123-132.
Altin, M., Koseoglu, M.A., Yu, X. and Riasi, A., 2018. Performance measurement and
management research in the hospitality and tourism industry. International Journal of
Contemporary Hospitality Management, 30(2), pp.1172-1189.
Buhalis, D. and Leung, R., 2018. Smart hospitality—Interconnectivity and interoperability
towards an ecosystem. International Journal of Hospitality Management, 71, pp.41-50.
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.
Goh, E., Nguyen, S. and Law, R., 2017. Marketing private hotel management schools in
Australia. Asia Pacific Journal of Marketing and Logistics, 29(4), pp.880-889.
Gustavo, N., 2019. Trends in Hospitality Marketing and Management: Facing the 21st Century
Challenges. In Handbook of Research on Entrepreneurship and Marketing for Global
Reach in the Digital Economy (pp. 311-337). IGI Global.
Ivanova, M., Ivanov, S. and Magnini, V.P. eds., 2016. The Routledge handbook of hotel chain
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Kimes, S.E., 2017. The future of hotel revenue management.
Law, R., 2019. Evaluation of hotel websites: Progress and future developments (invited paper for
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Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer
satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism
Marketing, 34(1), pp.40-51.
Rauch, E., Damian, A., Holzner, P. and Matt, D.T., 2016. Lean Hospitality-Application of Lean
Management methods in the hotel sector. Procedia CIRP, 41, pp.614-619.
Ryan, C., 2015. Trends in hospitality management research: a personal reflection. International
Journal of Contemporary Hospitality Management, 27(3), pp.340-361.
Silva, S., Aires, C., Silva, C. and Melo, A., 2019, March. ICT Skills in Hospitality. In 2nd
International Conference on Tourism Research (p. 321).
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