Assessment-1

SITXMGT004 MONITOR WORK OPERATIONS

Student Must Fill this Section
Qualification SIT40521 Certificate IV in Kitchen Management

Student Name:

Student ID: Term: Year:

Privacy Release “I give my permission for my assessment material to be used in the

Clause: auditing, assessment validation & moderation Process”.
“I declare that:
Authenticity  The material I have submitted is my own work;
Declaration:  I have given references for all sources of information that are not
my own, including the words, ideas and images of others”.

Student Signature: Date:

Assessment Outcome

Assessor Name:

Not Yet Assessor

Attempt Satisfactory Date
Satisfactory Signature

Initial attempt  

2nd attempt/Re-
assessment  
Information for Student:
 All work is to be entirely of the student.

General Information for this assessment:

 Read the instructions for each question very carefully.

 Be sure to PRINT your FIRST name & LAST name in every place that is provided.
 Short questions must be answered in the spaces provided.
 For those activities requesting extra evidence such as: research reports, essay
reports, etc. The student must attach its own work formatted in double space, Arial 12
pts.
 All activities must be addressed correctly in order to obtain a competence for the unit
of competency.
 If the student doesn’t understand the assessment, they can request help from the
assessor to interpret the assessment.
 Re-submission of assessment after the term will incur additional fees.
Re-assessment of Result & Academic Appeal procedures:

If a student is not happy with his/ her results, that student may appeal against their grade via
a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This
should be submitted after completion of the subject and within fourteen days of
commencement of the new term.

Re-assessment Process:
 An appeal in writing is made to the Academic Manager providing reasons for re-
assessment /appeal.
 Academic Manager will delegate another faculty member to review the assessment.
 The student will be advised of the review result done by another assessor.
 If the student is still not satisfied and further challenges the decision, then a review
panel is formed comprising the lecturer/trainer in charge and the Academic Manager
OR if need be an external assessor.
 The Institute will advise the student within 14 days from the submission date of the
appeal. The decision of the panel will be deemed to be final.
 If the student is still not satisfied with the result, the he / she has the right to seek
independent advice or follow external mediation option with nominated mediation
agency.
 Any student who fails a compulsory subject or appeals unsuccessfully will be required
 to re-enrol in that subject.
The cost of reassessment will be borne by the Institute. The external assessor will base
his/her judgement based on principles of assessment. These principles require assessment to
be reliable, fair, practical and valid.
Academic Appeals:
 If you are dissatisfied with the outcome of the re-evaluation process, you have a right
to appeal through academic appeals handling protocol.
 To appeal a decision, the person is required to complete the WSC- Request for
Appeal of a Decision form with all other supporting documents, if any. This form is
available via our website. The completed Request for Appeal form is to be submitted
to the Student Support Officer either in hard copy or electronically via the following
contact details:
Student Support Officer, Western Sydney College (WSC), 55 High St, Parramatta
NSW 2150, Email: info@wsc.nsw.edu.au
 The notice of appeal should be in writing addressed to the Chief Executive Officer and
submitted within seven days of notification of the outcome of the re-evaluation
process.
 If the appeal is not lodged in the specified time, the result will stand and you must re-
enrol in the unit.
 In emergency circumstances, such as in cases of serious illness or injury, you must
forward a medical certificate in support of a deferred appeal. The notice of appeal
must be made within three working days of the concluding date shown on the medical
certificate.
 The decision of Chief Executive Officer will be final.
 Student would then have the right to pursue the claim through an independent
external body as detailed in the students’ complaint / grievance policy.

Comments/Feedback to Students
 Introduction

Welcome to the Student Assessment Tasks for SITXMGT004 Monitor work operations. These tasks have
been designed to help you demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow
the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides
important information for you relating to completing assessment successfully.

Assessment for this unit

For you to be assessed as competent, you must successfully complete two assessment tasks:

 Assessment Task 1: Knowledge questions – You must answer all questions correctly.

 Assessment Task 2: Project – You must work through a range of activities to complete a project.
 Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have acquired
during the learning phase of this unit. Ensure that you:

 review the advice to students regarding answering knowledge questions in the Hospitality Works
Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

 Assessment information

Information about how you should complete this assessment can be found in Appendix A of the
Hospitality Works Student User Guide. Refer to the appendix for information on:

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work. A template is
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with
an assessment cover sheet, please ensure that you use that.
Questions
Provide answers to all of the questions below.

1. List three methods that are used to organise and plan work operations.

Three commonly used methods to organize and plan work operations efficiently include:
Gantt charts: Gantt charts are visual tools that show tasks and their relationships in a chronological
format. They make it simple for project managers to allocate resources, establish deadlines, and keep
track of development. This technique aids in effective scheduling by assisting teams in understanding the
order of jobs and their durations.
Critical Path Method (CPM): The Critical Path Method (CPM) is a mathematical method for locating the
longest chain of interdependent tasks in a project, also referred to as the critical path. It aids in calculating
the lowest amount of time needed to complete a project and highlights tasks that cannot be postponed
without increasing the project's length.
Kanban System: Kanban is a visual system for managing work that has its roots in lean manufacturing. It
allows teams to prioritize activities, set a cap on work-in-progress, and maintain a consistent workflow by
using boards or cards to represent tasks. To increase productivity and cut waste, this approach is
particularly helpful in agile project management and software development.

2. Briefly describe two leadership and management roles and responsibilities.

 Leadership Role - Visionary:

By creating an inspiring vision for the future, visionary leaders motivate and direct their
colleagues. They present a compelling mission that is in line with the objectives and tenets of the
company. This vision must be properly communicated, team members must be inspired and
engaged, and a sense of purpose must be fostered. Additionally, visionaries keep an eye on the
vision's development, adjust strategies as needed, and make sure that each team member is aware
of their contribution to the overall objectives.

 Management Role - Resource Allocator:

Managers are in charge of effectively managing resources, such as money, people, and time, to
achieve particular goals. In order to enhance efficiency and accomplish organizational objectives,
this function entails allocating workloads among activities and projects, prioritizing resource
usage, and prioritizing resource use. In order to guarantee that resources are used effectively and
 efficiently, managers also track the allocation of resources over time and make modifications as
necessary. For operations to run efficiently and strategic goals to be met, resource allocation must
be effective.

3. Why is it important to monitor workplace operations?

It's crucial to monitor operations at work for a number of reasons. First of all, it gives businesses the
ability to make sure that procedures are effective, which reduces costs and increases productivity and
resource efficiency. Furthermore, monitoring enables quality control, which guarantees that goods and
services satisfy requirements set forth by clients and the organization as a whole and protects the latter's
reputation. Thirdly, it helps risk management by spotting possible problems and fixing them before they
become bigger ones, minimizing business disruptions and monetary losses. Monitoring additionally
encourages adherence to legal and regulatory obligations, promoting an environment of accountability
and moral conduct. Overall, establishing operational excellence, preserving competitiveness, and
sustaining long-term success depend on regular monitoring of workplace operations.

4. Briefly describe how the following procedures and systems to support work operations.

Procedures and Support

systems

Administration

Streamline organizational processes and ensure efficient management of

resources and information.
 Health and safety

Ensure a safe working environment, protect employee well-being, and

prevent accidents or incidents.

Human resources

Manage workforce efficiently, from recruitment to development, to ensure a

skilled and motivated team.

Service standards

Define and maintain consistent quality and customer service levels,

enhancing customer satisfaction and loyalty.

Technology

Enable automation, data management, and communication, boosting

productivity, innovation, and competitiveness.

Work practices

Establish best practices and protocols to optimize workflow, reduce errors,

and enhance overall operational efficiency.

5. Briefly describe quality assurance.

 Quality assurance (QA) is a methodical procedure that makes sure goods, services, or operations
adhere to predetermined standards and satisfy client requirements. To avoid errors and ensure
constant quality, it needs ongoing observation, testing, and improvement. Quality assurance covers a
variety of tasks, including as personnel training, process documentation, and quality control
inspections. providing dependable, high-quality results, boosting customer happiness, and improving
the organization's reputation for providing excellence are the objectives of quality assurance.

6. List three ways quality assurance can be managed and implemented in the workplace.

Quality assurance can be managed and implemented in the workplace through various methods:
Quality Control Inspections: Regular inspections and audits are carried out to evaluate goods, services, or
production procedures in comparison to established quality standards. Any variations or flaws are quickly
found and fixed, ensuring that the final product is of the intended caliber.
Standard Operating Procedures (SOPs): SOPs, or standard operating procedures: SOP development and
enforcement aid in establishing standardized procedures and best practices. Following these written
instructions helps employees complete jobs accurately, reduce down on errors, and preserve the caliber of
the final product or service.
Continuous Improvement Programs: Programs for continuous improvement: Organizations implement
approaches like Six Sigma or Lean and regularly audit their processes to find inefficiencies and flaws.
Then, through encouraging a culture of innovation and continual improvement, they aim to eliminate
these problems and increase overall quality.

7. Complete the following table in regard to sustainability considerations.

Sustainability Description How it can be

considerations achieved/examples

Relationship between
operational efficiency
and financial
Putting into practice lean methods to
sustainability
cut costs and maximize resource use.
Ensuring that efficient operations For instance, a manufacturing
contribute to long-term financial organization can cut energy use by
stability. modernizing its machinery.
 Minimising waste
Reducing the generation of waste
materials or resources to lessen
environmental impact.
To cut down on packaging waste,
implement recycling initiatives, use
energy-efficient equipment, and
improve your supply chain. For
instance, a restaurant can reduce
food waste by precisely predicting
customer demand.

Social responsibilities

Supplying reasonable pay, secure

Fulfilling ethical obligations towards
communities, employees, and society
at large.
working conditions, and community
involvement initiatives. For instance,
a tech corporation promotes
diversity in employment and local
education efforts.

8. Explain a time management system and describe how it can assist in planning and organising work
operations.

A time management system is an organized method for setting priorities, managing time, and
increasing productivity. Approaches like to-do lists, calendars, and prioritization approaches are
frequently used. By giving a clear overview of tasks, due dates, and their relevance, such a system
aids in the planning and organization of work activities. It promotes efficient time management,
lowers procrastination, and prevents overcommitting. In the end, it makes sure that work is finished
in a methodical and orderly way, increasing productivity and keeping to deadlines.

9. List the five principles of effective delegation for frontline management.

Effective delegation is crucial for frontline managers to distribute tasks and responsibilities efficiently
while fostering team growth and development. Here are five principles of effective delegation:
 Clear Communication: When delegating, make sure that you explicitly describe the
responsibilities, goals, and expectations. To prevent misunderstandings, provide all relevant
details, materials, and deadlines.
 Correct Training: Evaluate team members' skills and offer training as required. Giving them tasks
that fit their capabilities boosts their confidence and guarantees task achievement.
 Empowerment: Empower others by giving them both responsibility and authority. Trusting your
group to make judgments within set parameters will encourage autonomy and motivation.
 Regular Follow-up: Continual Follow-Up Keep the channels of communication open. Check on
progress frequently, provide direction, and make yourself accessible to respond to queries or
concerns.
 Accountability and Feedback: Hold team members accountable for the assignments they have
been given. Provide helpful criticism to celebrate achievements and offer enhancements,
promoting ongoing development and learning.
10. How would you resolve the following situation?
The lunch service has just commenced, it is 12:30pm and there has been a large group of corporate
customers from the office tower across the street that has come in without a booking. They are a
group of 10 and the manager of the group has said they have a meeting with clients at 1pm so they
need their meals quickly, but you have had a staff member call in sick at the last minute so you are
short staffed.
Outline the steps you would take including communication techniques you would use and steps for a
resolution.

 Acknowledge the Situation: Approach the corporate group right away and express your
understanding of the personnel shortage and their need for prompt assistance.
 Communicate Clearly: Inform them politely of the staffing issue and that you'll try to complete
their orders as quickly as possible.
 Prioritize Tasks: Assign tasks to available staff members to ensure that the group's dinner is
prepared promptly.
 Streamline Orders: To hasten the process, suggest menu items that can be prepared fast.
 Regular Updates: Keep the group manager informed of the status of their orders through regular
communication.
 Apologize and Make Up for Delays: Express regret for any delays and make up for them by
providing a free appetizer or beverage.
 Follow-Up: After lunch, inquire as to if they have any other requirements and thank them for
their cooperation.

11. Complete the following table with how you would ensure that you comply with industrial and
legislation requirements.

Industrial and legislation Description Ways to comply

requirements

Industrial awards to hours Review and amend employment

and conditions of work
Adherence to legal standards
regarding work hours and
conditions.
contracts frequently to make sure
they comply with the most recent
industrial awards. Employees and
management should get training on
the terms and rights of their
awards. To ensure compliance,
keep accurate records of the
conditions and hours worked by
employees.
Systems and procedures Conduct regular risk analyses and
meet work health and safety audits. Implement employee
safety requirements safety training programs.
Consistently adhere to safety
regulations and procedures. Keep
Ensuring that workplace systems up with changes to safety
and procedures align with health regulations and modify procedures
and safety regulations. as necessary.
Assessment Task 1: Checklist

Student’s name:

Did the student provide a Completed

sufficient and clear answer successfully?
that addresses the
suggested answer for the
Yes No
following? Comments

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6

Question 7

Question 8

Question 9

Question 10

Question 11

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date: