SITXMGT004 Monitor work operations Assessment 2- Project

Monitor Work Operations Assignment SITXMGT004

Learner Instructions

 To complete this assessment, you will require access to the learner resource for this unit, the
internet and a computer (if submitting via LMS) or a pen (if submitting hard copy).
 You are required to answer all questions and complete all tasks.
 Read each task and question carefully. Ensure you have provided all required information in
your responses.
 Should you require ‘reasonable adjustment’ to complete this assessment, discuss the options
with your assessor prior to attempting the task. Reasonable adjustment means modifications or
changes are made to an assessment to take into account an individual learner’s needs.
 Your assessor will discuss the conditions of assessment, e.g., open or closed book, time limits
for completion, etc., with you prior to attempting this task.
 Your assessor may observe you completing activities in this Task and record the results of
their observation in Assessment D – Observation Report.
 To be deemed satisfactory in this assessment, you must complete all tasks correctly. Your
assessor will determine how many attempts you are allowed for each task/question.
 On completion, submit your assessment to your assessor according to your training
environment’s assessment submission procedures. Make sure you follow all steps in the
submission process when submitting assessments to the learning platform.

Note: Successful completion of this assessment does not mean you have achieved all requirements of
the unit of competency. An overall decision of competence for the unit will not be made until all
assessments are completed. Talk to your assessor or refer to the unit information on your learning
platform to identify additional assessments required.

Assessment guide

This assessment requires you to plan and organise workflow for a team operation or activity, monitor
and respond to issues and complete organisational reports.

You are required to complete the following assessment activities.

 Complete Tasks 1 and 2.

 Answer all the questions.

You should base your responses on the information provided in the project. Responses could reflect
skills and knowledge discussed in your learning environment, learner resources and reflect relevant
legislative requirements.

You may base your responses on their organisation’s policies and procedures, normal work practices
and any legislative requirements, if discussed with and approved by your assessor prior to commencing
this assessment.

Task 1: Plan workflow

 Read all instructions before beginning the task.

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 Choose one section, operation or activity in your work area or training environment. The tasks
in your selected area must be undertaken by a team. Examples of operational activities
include the following.

1. Direct customer service activities, such as provision of service in a hospitality or events

venue, travel agency, tour company, tourist attraction or resort.
2. Other customer service activities, such as food production, meal delivery (e.g., in health care),
business or administration activities.
3. Revenue generation activity within your business that focuses on process improvement and
streamlining operations to achieve business efficiencies

 Plan and organize workflow for a team operation or activity that takes into account at least six
of the following contingencies.

o Delays and time difficulties

o Difficult customer service situations
o Equipment breakdown or technical failure
o Financial resources
o Staffing levels and skill profiles
o Rostering requirements
o Staff performance
o Procedural requirements
o Product development and marketing

 Create a workflow plan for your selected area, operation or activity.

 Possible formats for your workflow plan include:

o workflow chart
o process map
o work schedule
o function or event run sheet
o any other type of workflow planning tool suitable for your selected area, operation or
activity.

 You can use your workplace or training environment’s standard templates or formats, if
available.
 Alternatively, go to your Assessment 2 files to assist in the development of your workflow
plan. You may base your response on the templates provided.

o Assessment_D_Workflow chart information

o Assessment_D_Process chart information
o Assessment_D_Work schedule template
o Assessment_D_Run sheet template

 Save computer-generated charts or templates as Assessment_D_Workflow plan.

 Upload your completed workflow plan to your learning platform.

Task 2:

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Map performance improvements in terms of overall operational efficiencies. This can be a result of
showing the following

 increases in revenue
 Increases in customer base
 Increases in Google reviews
 Increases in online presence

Please use graphs, charts and any financials you may deem appropriate to highlight what has been
achieved

ASSESSOR TO COMPLETE

Assessor comments and feedback provided to learner

Result for this assessment task

 Satisfactory  Not satisfactory

Assessor declaration
 I declare that I have assessed all submissions and responses to questions provided by the learner in accordance
with the RTO’s assessment benchmarks, procedures and instructions.
 I have provided feedback to the learner and verified their understanding of the assessment outcomes,
comments and suggestions for improvement.

Assessor name: ________________________________________

Assessor signature: _____________________________________

Date: ___________________________

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