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Nominate twelve (12) methods that could be used to monitor efficiency and service levels

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Explain the benefit of managers having close contact with day-to-day operations

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Identify two (2) factors you could measure to monitor efficiency levels
 

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identify eight (8) areas that should be monitored to identify ways of minimising waste

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Define the following operational monitoring terms

 Service standards
 Service levels
 Productivity rates

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Organisations develop workplace _______________ to ensure that all workplace operations
support organisational goals.
Select one:

a.
Rosters

b.
Procedures

c.
Order Sheets

d.
Menus
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What is ‘quality assurance’?
Select one:

a.
A system of preventing making mistakes in the product development and service delivery chain.

b.
The assurance that a provider makes to its suppliers that they will continue to purchase goods for a
set period of time.

c.
The assurance that a provider makes to its customers that the products or services being supplied are
better than those of their competitors.

d.
Refund guarantees you give customers if your products are faulty.

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identify six (6) principles of quality management that will guide you to implement quality
assurance in the workplace
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Nominate five (5) methods you could use to identify quality problems and issue

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Identify three (3) procedures that support each of the following work operations

Area of Work Operations Procedures   that support the Work Operation

Administration 1.  
 2.  
3.  
1.  
Health and safety 2.  
3.  
1.  
Human resources 2.  
3.  
1.  
Service standards 2.  
3.  
1.  
Technology 2.  
3.  
1.  
Work practices 2.  
3.  

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Give three (3) examples of adjustments that may be required to be made to procedures and
systems
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Nominate who you should approach to gain approval before making adjustments to
procedures and systems

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Explain how consultation can be used as a tool to improve efficiency and service levels
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Give two (2) reasons why it is recommended to consult with colleagues about ways to
improve using new technologies and other innovations

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Identify ten (10) areas that of work operations that you will be required to provide feedback to senior
management to inform future planning
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Nominate eight (8) methods to keep up to date with current and emerging industry trends and
practices

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Nominate ten (10) organisational areas managers should regularly assess to improve
sustainability of day-to-day operations

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Define the term ‘workload’

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Identify five (5) factors that should be considered when scheduling work

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Explain the relationship between quality and budget constraints

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Nominate four (4) principles of delegation
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Identify eight (8) delegation techniques you could implement

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Describe four (4) formal methods you could use to monitor and assess progress against
agreed objectives
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Give six (6) factors that you should consider when assessing workloads

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Nominate six (6) questions you should ask to effectively prioritise your workload

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Nominate your preferred method to assist team members to prioritise workload

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Explain how each of the following time management principles can aid in planning and organising
workflow

Time Management Principle Explanation

Planning  
Prioritisation  
The 80/20 rule (Pareto’s Principle)  
Delegation  
Eat the frog  
Set goals  
Pomodoro technique  
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Nominate three (3) pieces of information you should provide to management regarding
staffing needs
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What is one positive reason for managers to monitor team performance and compare it against agreed
goals and objectives?
Select one:

a.

Employees can participate in monitoring their own progress towards achievement of organisational
goals

b.

Management can generate visual displays, such as charts, diagrams and KPI progress review sheets, to
track and display progress towards goals

c.

Managers can identify the need for any additional coaching or training and provide
tailored personal development opportunities

d.

Everything an employee does can and should be monitored.

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Nominate six (6) generic competencies that you should consider basing performance
indicators on, to monitor individual performance

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Identify six (6) pieces of information that you should proactively share information with team
members

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Nominate your preferred method to encourage your team to challenge and test ideas
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Elaborate on how you would apply each of the following fundamentals of effective feedback:

Feedback Fundamental How   to apply it

Specific  
Timely  
Constructive  
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Identify the six (6) step process you would follow to coach and support your team

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Identify ten (10) workplace records you may be required to keep

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Nominate six (6) actions managers could implement to identify problems

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Describe what is involved in each of the following techniques to analyse and resolve complex
problems

Step What is involved

Step 1: Define the  
problem
Step 2: Generate  
alternatives
Step 3: Evaluate and  
select alternatives
Step 4: Implement  
solutions
Step 5: Follow-up and  
evaluate   results
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Give two (2) examples of operational problems that will require short term actions to resolve
immediately, without recourse to complex problem-solving processes

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Give four (4) examples of operational problems that could have a long-term impact on the
organisation

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Explain how consultation with relevant colleagues can aid is problem resolution

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Nominate four (4) benefits of encouraging employees to participate in solving problems
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Nominate ten (10) techniques you should implement to facilitate group decision making processes

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Nominate five (5) questions you should ask when monitoring the effectiveness of the implemented
solutions to problems
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Nominate five (5) sustainability considerations for frontline operational management

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Nominate five (5) ways you can improve financial sustainability with operational efficiency
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Identify five (5) methods an organisation can implement to uphold their social responsibilities of the
operation

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Explain how each of the following employment arrangements can impact hours and
conditions of work

Employment arrangements Impact   on hours and conditions of work

Modern awards  
Enterprise Agreement  
Minimum wage  
Common law contract  
National Employment  
Standards
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Briefly explain the importance of ensuring systems and procedures meet with work health and safety
requirements
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Identify eight (8) legislative issues that affect short-term work organisation