Score for this attempt: 26 out of 28

Submitted Jul 30 at 12:21

This attempt took 10 minutes.

Question 1
1 / 1 pts
Managers must monitor efficiency and service levels on an ongoing basis. What is the best
way to do this?

Issue customer satisfaction surveys.

Hold regular meetings with staff and ensure feedback is given.

Maintain close contact with day-to-day operations of the business.

Regularly review organisational policies and procedures.

Question 2
1 / 1 pts
Is this statement true or false?
Quality assurance is a system of preventing making mistakes in the product development and
service delivery chain.

True

False

Question 3
1 / 1 pts
You are the manager of a large hotel and currently reviewing the organisation’s existing
customer service procedures. Should you consult your staff as part of this process?

No. It is your responsibility as a manager to identify and implement workplace change.

Yes. Your employees can assist you in identifying opportunities for improvement because
they are at the forefront of operations.

No. If you involve employees, it will take too long and will be difficult to get everyone to
come to an agreement.

Yes. However, you should only consult the employees you believe are reasonably qualified
or experienced to identify opportunities for improvement.

Question 4
1 / 1 pts
Which statement about monitoring methods is correct?

Monitoring is difficult, time-consuming and will take up a large portion of the frontline
manager’s role.

FalsIt is important to undertake all sorts of monitoring methods, using as many as possible.
Employees need to be closely watched, or they won’t perform to standard.e

Formal monitoring methods involve quantitative measures, such as customer feedback

reports, software tracking systems and KPI achievement data.

Informal monitoring methods, such as observation, are ineffective and shouldn’t be

undertaken.

Question 5
1 / 1 pts
Who is responsible for identifying quality problems and taking action to address these
problems?

Senior management. Only they have the authority.

QA specialists such as consultants and auditors.

All employees. QA takes a company-wide approach.

Frontline managers, as they monitor day-to-day operations.

Question 6
1 / 1 pts
You are introducing a number of small, incremental enhancements to improve the quality of
customer service. What is this process called?

Quality assurance.

 Continuous improvement.

IncorrectQuestion 7
0 / 1 pts
You are the manager of a hotel. Introducing service innovations is one method of improving
efficiency and service levels. What is an example of a service innovation you can introduce in
your hotel?

Develop a new value proposition that leads to the creation of new service concepts.

Update existing computer software technology to allow the hotel to collect feedback data on
customer preferences.

Establish new partnerships and alliances in the travel industry to offer better value holiday
deals.

Make changes to menus and other products by varying some items but continuing to offer
most popular product lines.
Question 8
1 / 1 pts
After you have identified an opportunity for improvement, what should you do before you
implement it?

Evaluate the opportunity to see if it fits in with organisational constraints and obtain approval
from management.

Create an implementation plan and hold a meeting to inform staff of its contents,
requirements and timelines.

Set up a formal feedback system and provide ongoing feedback to customers, staff and
colleagues.

Set up new monitoring systems, update SOPs and ensure staff receive adequate notice of
implementation.

Question 9
1 / 1 pts
Which of the statements best describes effective feedback?

 Feedback should be specific, timely and constructive.

 Feedback should be general, directed to employees you manage and focus on correcting
problems.

Question 10
1 / 1 pts
Is giving feedback to management and colleagues important in monitoring and quality
management?

Yes. Feedback is essential for improvement and future planning needs.

Yes. Feedback allows people to air their grievances and feel they are part of an ongoing
improvement process.

No. Monitoring systems don’t rely on feedback, only on quantitative data.

No. Feedback plays a role when identifying change but not during implementation and
monitoring.

Question 11
1 / 1 pts
What is the most relevant description of sustainability used today?

Sustainability refers to the Earth’s biological systems and whether they are healthy,
productive and viable in the long term.

Sustainability refers to biodiversity, pollution and the financial viability of business.

Sustainability includes economic, environmental and social sustainability and whether these
systems are healthy and viable.

Sustainability includes working conditions, the environment and broad economic

development.

Question 12
1 / 1 pts
Minimising waste, reducing costs, clearly defining business and team KPIs and targets, and
using innovative technology can be examples of what?

Environmental sustainability improvements.

 Sustainability innovations that improve financial viability.

Question 13
1 / 1 pts
Which statement about employee workloads is correct?

The best way to determine employee workloads is to use statistical, quantifiable methods to
calculate workloads and employee numbers.

If someone looks stressed or busy it means they usually have a heavy workload and you will
need to reduce their workload.

The best way to determine the workload of employees is to assess their ability to meet
deadlines and handle stress.

The best way to determine employee workloads is to visually assess how you think
employees are coping with their jobs and ask them for feedback.

Question 14
1 / 1 pts
Is this statement true or false?
One way a manager can lessen their own workload while continuing to build trust, workplace
relationships and employee skills and confidence is to delegate tasks to others in the team.

True

False

Question 15
1 / 1 pts
Based on the principles of delegation, which task is unsuitable for a manager to delegate?

Training a new employee.

Writing a roster.
Conducting a performance management counselling session.

Conducting a stocktake.

Question 16
1 / 1 pts
There are three basic steps used to assess workloads and set appropriate targets. Read the
descriptions and number them in their correct order.
Calculate employees

Step 2

Predict demand

Step 1

Calculate productivity

Step 3

Question 17
1 / 1 pts
You manage a staff member who works long hours, is often stressed and grumpy and
complains about how much work they have to do. What would you do?

Take some tasks away from them and give them some space to get organised and clear their
workload.

Tell them he needs to get organised and improve their time management skills, or you will
need to give them a warning for poor performance.

Employ another person to help with the workload and provide back up when they are on
leave.

Reassess his workload. Provide coaching, feedback and support to improve his time
management skills.
Question 18
1 / 1 pts
Your department is experiencing increasing demand for its products and services. You’re
finding it difficult to schedule work fairly amongst the current team. Workloads are
increasing and it’s affecting your department’s ability to provide quality customer service.
What do you do?

Ask your staff to work longer hours, offer overtime payments and be as supportive as
possible.

Communicate with senior management about your increased staffing needs.

Provide in-house coaching and training sessions to try and improve the productivity levels of
your staff.

Tell everyone they need to work smarter and harder for now and you’ll request additional
staff in a few weeks if it remains busy.

Question 19
1 / 1 pts
What is one positive reason for managers to monitor team and individual performance and
compare it against agreed goals and objectives?

Employees can participate in monitoring their own progress towards achievement of

organisational goals.

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

Question 20
1 / 1 pts
As a frontline manager, what should you do when providing coaching, feedback and support
to your employees?
Share your own knowledge and experience. Provide tips and tricks you’ve learnt that you feel
make a difference to performance.

Complete the coaching and training as soon as possible, sticking strictly to the training plan
and deadlines to meet budget constraints.

Demonstrate a task or procedure once and then allow the learner to experiment and determine
the best method for completing the task in their work area.

Involve as many colleagues in the training as possible, as this gives the trainee diverse
viewpoints and experience from everyone in the team.

Question 21
1 / 1 pts
What is the most helpful tactic when creating a positive team environment for people to work
in a collaborative way?

Set an innovation and team target and ask the team to meet these targets.

Offer rewards and bonuses to staff who are team players.

Effective communication, as it is essential to building trust, which is necessary for

collaboration.

Close monitoring and supervision of team members and addressing problems as soon as they
arise.

Question 22
1 / 1 pts
You need to be able to give instructions effectively when providing coaching and support to
team members. Which instruction is an example of a direct, explicit instruction?
‘Who thinks they’ve mastered this procedure now?’

‘The stocktake is happening tomorrow afternoon, and at this stage we are one person short of
the staff required to complete the stocktake before midnight.’

‘John, when you operate the garbage compactor, you must lower the safety guard first, then
press the ‘on’ button.

‘Andrea, how do you think you are going now with the software update?’

Question 23
1 / 1 pts
As a frontline manager, why is it important to complete and submit a range of organisational
records, such as training and workplace health and safety?

There are often legal and financial reasons.

You appear organised and efficient.

It is a necessary part of privacy laws.

It helps with time management.

Question 24
1 / 1 pts
What is the first step when starting to solve a problem in the workplace?

Brainstorm possible causes of the problem, collect data to evaluate and implement solutions.

Clearly define the problem, identify its root cause and fix any immediate symptoms.
IncorrectQuestion 25
0 / 1 pts
What should you do before initiating short-term actions to resolve a customer service issue?

Develop a step-by-step action plan for implementing the solution to the problem to ensure it
is resolved to everyone’s satisfaction.

Select the best solution and reach agreement about its implementation with the parties
involved.

Brainstorm options with all involved in the issue, create a list of options and determine costs
and potential consequences.

Brief your team and then implement the solution as soon as possible to reduce its immediate
impact on customers and service delivery.

Question 26
1 / 1 pts
You are having issues with a home delivery contractor. Deliveries are being made after the
agreed delivery window and customers have complained of damage to products. What should
you do before taking any action?

Evaluate the short- and long-term impacts of the issue and potential solutions with colleagues
or management.

Select the best solution to the issue and reach agreement about its implementation with the
contractor.

Brainstorm methods of ensuring customers receive their items undamaged and on time.
Create a list of options and determine costs.

Conduct extensive research into your competitors’ systems and alternative methods of
delivery. Present options and costs to management.
Question 27
1 / 1 pts
What should you do if a team member raises a problem relating to their job role and
responsibilities?

 Encourage the team member to actively participate in finding a solution and implementing
it.

 Ask the team member to evaluate the impact of the problem on their job and the rest of the
team’s roles. Once the level of impact is known, you can determine an appropriate solution.

Question 28
1 / 1 pts
These are the steps in problem-solving. Match the critical thinking skills to the step where
this skill will be used.
Step 1: Identify and define the problem and potential impacts

Determine root cause

Step 2: Generate alternatives

Brainstorm ideas with colleagues

Step 3: Evaluate and select alternatives

Analyse and decide best option

Step 4: Implement solutions

Clearly communicate the action plan

Step 5: Follow up and evaluate results

Monitor the implementation