Assessment Tasks and Instructions

Student Name
Student Number
Course and Code Certificate III in Commercial cookery
(093480J)
Unit(s) of Competency and Code(s) SITXMGT001 Monitor work operations
Stream/Cluster
Trainer/Assessor Mr. Deepak Malhotra

Assessment for this Unit of Details

Competency/Cluster
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 22/11/2022

2nd Assessor to complete

 I agree the adjustments applied to this assessment are reasonable
Name

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
SSH to complete

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: Manpreet Kaur Date: 22 / 11 /2022

Extension – Date:    /    /
This assessment: First Attempt 2nd Attempt
  
RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory
Feedback to Student:
 Date    /    /
Assessor(s) Signature(s):     
:
Date    /    /
Student Signature     
:
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.

 Developing a system to track the performance of everyday operations by setting KPI

and developing a specific approach to measure target performance
 A daily comparison of the results with the performance result is required.
 Choose the area that needs improvement. the solution to the problem should be
developed

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?

At least once per week, it's crucial to check on the workers' performance. Checking the
accuracy of the data and monitoring system will be simpler with weekly monitoring.

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?

Make a monitoring system that may assist in assessing and tracking the installed workflows to
ensure that they are constantly in line with the company goals and objectives.

Question 4
List 3 ways to identify quality problems with your service.
1. Customer surveys and complaints are used, together with the percentage of customers
who have complained to the business about the quality of their services.
2. SWOT analysis: This method is used to determine the company's service quality's strengths,
weaknesses, opportunities, and threats. The organisation will be able to pinpoint any issues
and mistakes with their service quality with the aid of this investigation.

3. Create a cause-and-effect diagram to determine what factors are to blame for poor or
problematic service quality and the impact they would have on business operations.
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. Personal training/ coaching/ mentoring
2. Job rotation
3. Seminar about quality service
4. Performance evaluation and assessment (to determine training needs analysis

Question 6
How can encouraging a culture of open communication and innovative thinking help you
improve efficiency and service levels?

Employees will be able to discuss issues they face in the workplace in an open manner, which
will make it simpler for their team leader to recognise those issues and come up with a
solution. Employees will be better able to exchange ideas and opinions with their co-workers,
which will lead to more creative and original approaches to problem-solving. It will be simpler
and quicker to fix issues.

Question 7
List 3 ways to identify current and emerging trends in your industry.
1. Increase networking; by growing the company's network, it will be simpler for it to
stay informed about the current and future developments in its business.

2. Make use of online resources; begin by joining a blog, journal, or website that is
pertinent to the company's sector of the economy.

3. Market research: By soliciting client feedback and taking into account their
preferences, market research is the most effective method of discovering emerging
and present trends in the market.

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. Performance measurement and reporting
2. Risk management strategy (from identifying and solving the risks)
Question 9
What is the purpose of having a logical, well defined workflow?

 Steps should be done in order to accurately determine the work flow, how long each
task will take, and who is responsible for each activity.
 Must be able to evaluate how the task was done, what went wrong, and what could
be done to make it better
 To steer the team and/or individuals in the appropriate direction to meet the
company's objectives

Question 10
List 3 business benefits of having an efficient and effective workflow?
1. Businesses might spot issues with the work process and rectify them right away
without suffering significant losses as a result of the issues.

2. Early detection of risk, concerns, and problems in the business operation

3. Meeting the organization's business objectives by the specified deadline and time
frame.

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. Assign the person to whom the task will be delegated.
2. Ensure that the person understands and is committed to the task. To prevent
assigning the duty back, make sure they consented to undertake it.
3. Assess the situation, keep tabs on the development, and offer assistance as needed.

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. Set a due date
2. Organize by priorities and chronologically
3. Keep in mind the time necessary for each task

Question 13
Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3
functions of coaches or mentors.
1. Setting goals
2. Clarifying/Understanding situations
3. Building self-knowledge

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. Pay more attention to results and unbiased observations than to the employee's
subjective attribution
2. Be real and allow your feelings to reflect your efforts.
3. praising the staff's performance without also criticising it

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. Learning opportunities
2. Positive effect on information of work Question

Question 16
List 5 aspects of staff behaviour or productivity that you should monitor.
1. Define and measure task
2. Clint survey
3.Quality of work
4.Clear objectives
5. Monitor absenteeism

Question 17
What are 4 common signs that there may be some performance problems or issues you might
need to deal with?
1. Goals might not meet
2. Quality work might be poor
3. Difficulties working with boss or co-worker
4. Employees violets company policies
Question 18
How can simply sharing what you know to staff members improve the performance of the
business?

It will be much simpler to boost corporate performance if we exchange ideas and viewpoints
with one another.

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. Choose an appropriate facilitator

2. Lay out the context and definition

3. Set the agenda and hold the sessions

Question 20
List 3 types of administration documents or workplace records you might need to complete
and submit in your industry.
1. Daily Fridge temperature records
2. Daily food delivery and wastage record
3. Daily kitchen report
Question 21
List 5 types of customer service related problems from your industry that would require your
attention as a supervisor.
1. About the food menu
2. Cleanliness
3. special dietary menu
4. service delay
5. maintaining quality problems

Question 22
List 5 common management problems or issues that you as a supervisor, may deal with on a
regular basis.
1. Misplace records
2. Not getting products from suppliers on time
3. Rostering
4. Conflicts with staff and customers
5. Cannot met the goals

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?

Your customer's issue should be heard. Apologize and express sympathy for the
circumstance. Present and carry out a solution. After the sale, follow up and express
gratitude to the client. The first thing I have to do as the restaurant's management is
apologise to the client in order to lessen the tense mood and ask him to point out the
individual who received his order. So that I may prevent his reservation from being
cancelled at that time, I will then endeavour to allocate him and his guest an appropriate
available table. Perhaps the best way to respond instead of apologising is to give him a
drink at his table.
Question 24
Considering the previous scenario.
What is a possible long term action you could take to resolve the problem?

 recording complaints
 Improvement strategies for staff education and training
 Increase awareness of the complaint handling policy
 Formally designate a complaint delegate. In order to prevent this issue from
continuing, I must first determine who made the booking before asking the employee
to use their experience. Not just one employee but all staff members need to receive
training and be made aware of the actions involved in taking consumer orders.

Question 25
What is the advantage of involving staff in the decision making process?

 More responsibility
 More time in hand
 Teamwork
 Improves morale
 More inputs

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.

What difficulties do you encounter? Where do you feel stuck? What is the company
doing, or what could be done, to help you succeed more?

Question 27
How often should you review decisions you have made to see if they are still effective?
To assess the success of your choices, conduct online surveys and solicit client feedback. If
your decision affects personnel, production, or systems and procedures, then you should
record workplace information. Expect both customers and employees to complain. Find out if
they dislike changes generally and will eventually adjust to them, or if you made a mistake
that requires more investigation to fix. Be open to suggestions and continue the decision-
making and implementation process until all departments are functioning properly. Don't
ignore important input that could have a negative influence on company revenues.

Question 28
Give an example of industrial awards or conditions in your industry, that may affect how you
roster staff, etc.

A situation where staff needs to be restructured, sharing job demands and occasionally,
functions, is one in which there is a lot of pressure and stress to meet deadlines.

Question 29
Name a website could you use as a reference to check the awards and conditions of your
workplace.
To check workplace rewards and conditions, restaurant and catering, HACCP Australia, and
Australian organisation for quality Ltd.

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 Oversees bookings, training, budget, orders beverages
Restaurant Supervisor Ensures correct restaurant setup, service standards
Head Waiter Looks after sections of the restaurant

MANAGEMENT POSITION 1: TASKS AND REQUIREMENTS:

 Operator works on the production line operating machines,
packing products, responsible for manufacturing of raw materials

MANAGEMENT POSITION 2: TASKS AND REQUIREMENTS:

Process improvement manager improves and maintains efficient and
profitable operations, ensuring quality
services and products

POSITION 3: TASKS AND REQUIREMENTS:

Operation Supervisor oversees a production and logistics
team that controls the activities and employee
performance, apply trainings.

POSITION 4: TASKS AND REQUIREMENTS:

Factory Leader Lead teams in processes, make reports, program

Question 31
List 4 principles of time management.
1. Concentrate on your top priorities and opportunities.
2. Pay attention to the objective rather than what you wish to avoid
3. Effective preparation and execution
4. Control deadlines and time