Written Test

Unit Code: - SITXMGT001

Unit Name: - Monitor work operations

Assessment for this Unit of Details

Competency/Cluster
Assessment 1 Written Test
Assessment 2 Case Study
Assessment 3

Assessment conducted in this instance: Assessment 1 X 2 3

SITXMGT001 Monitor work operations
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
DC Class Room

Resource Requirements
Pen, Paper or computer.
Refer to the Assessment conditions attached to the Futura Group Mapping Document located in the
teacher support tools folder or the “Assessment Conditions” for this unit in the current SIT Training
Package

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 2 of 13
SITXMGT001 Monitor work operations
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence.
If more space is required for any answer you may attach a separate page containing your ID
number, name unit title, unit code and the assessment task number and attach this page with
the current assessment task before submission or alternatively use the back of each paper with
a clear reference to the relevant question(s).
Ensure you check your work and keep a copy before submitting.
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.
You are encouraged to clarify any tasks, requirements or questions you may have with your
trainer.

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 3 of 13
SITXMGT001 Monitor work operations
Assessment 1: Written Test
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.

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?

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?

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 4 of 13
SITXMGT001 Monitor work operations

Question 4

List 3 ways to identify quality problems with your service.

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.

Question 6

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

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 5 of 13
SITXMGT001 Monitor work operations

Question 7

List 3 ways to identify current and emerging trends in your industry.

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?

Question 9

What is the purpose of having a logical, well defined workflow?

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 6 of 13
SITXMGT001 Monitor work operations

Question 10

List 3 business benefits of having an efficient and effective workflow?

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.

Question 12

Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3
functions of coaches or mentors.

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 7 of 13
SITXMGT001 Monitor work operations

Question 13

‘Giving credit where credit is due’ is one effective way of providing feedback and guidance to
your staff. List 3 other examples.

Question 14

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?

Question 15

List 5 aspects of staff behaviour or productivity that you should monitor.

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 8 of 13
SITXMGT001 Monitor work operations

Question 16

What are 4 common signs that there may be some performance problems or issues you might
need to deal with?

Question 17

How can simply sharing what you know to staff members improve the performance of the
business?

Question 18

Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List 3 ways you can
make sure your brainstorming sessions are effective.

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 9 of 13
SITXMGT001 Monitor work operations

Question 19

List 3 types of administration documents or workplace records you might need to complete and
submit in your industry.

Question 20

List 5 types of customer service related problems from your industry that would require your
attention as a supervisor.

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 10 of 13
SITXMGT001 Monitor work operations

Question 21

List 5 common management problems or issues that you as a supervisor, may deal with on a
regular basis.

Question 22

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?

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 11 of 13
SITXMGT001 Monitor work operations

Question 23

Considering the previous scenario.

What is a possible long term action you could take to resolve the problem?

Question 24

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

Question 25

When a staff member raises a problem with you, write 2 questions you could use to encourage
them to help solve the problem.

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 12 of 13
SITXMGT001 Monitor work operations

Question 26

How often should you review decisions you have made to see if they are still effective?

Question 27

Name a website you could use as a reference to check the awards and conditions of your
workplace.

Duke College (DC) Assessment 1, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 13 of 13
 Assessment 2
Unit Code: - SITXMGT001
Unit Name: - Monitor work operations

Assessment for this Unit of Details

Competency/Cluster
Assessment 1 Written Test
Assessment 2 Case Study
Assessment 3

Assessment conducted in this instance: Assessment 1 2 X 3

SITXMGT001 Monitor work operations

Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:
o plan and organise 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
• monitor and respond to team-based operational and service issues during the above operation or
activity
 complete each of the following organisational records for the above operation or activity:
performance reports
o staff records
Place/Location where assessment will be conducted
DC Class Room and DC Training Kitchen
Resource Requirements
Refer to the Assessment conditions attached to the Futura Group Mapping Document located in the
teacher support tools folder or the “Assessment Conditions” for this unit in the current SIT Training
Package.
For this assessment, the following organisational documents and templates must be made available by the
trainer:
• document HR manual template (attached)
• performance reports
• rosters
• staff reports
Instructions for assessment including WHS requirements
The assessment for this unit of competency consists of 4 case studies.
Read each case study and complete the questions and tasks for each as instructed.
You are required to answer all questions and tasks as outlined in each Case study below.
If more space is required for any answer you may attach a separate page containing your ID number,
name unit title, unit code and the assessment task number and attach this page with the current
assessment task before submission or alternatively use the back of each paper with a clear reference to
the relevant question(s).
Ensure you check your work and keep a copy before submitting.
You are encouraged to clarify any tasks, requirements or questions you may have with your trainer.

Duke College (DC) Assessment 2, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 2 of 8
SITXMGT001 Monitor work operations

Assessment 2: Case Study

Your task:

Read the following case studies and address each question and/or task for each case
study.

Case Study 1
The partners who own Green Tour Excursions where you work as Duty Manager
have decided to reappraise the operations of the Fraser Island Tours which operates
5 vehicles and drivers who also take on the role as tour guides.
The partners say there are too many potential legal issues and complaints from
customers and as a result the bottom line of the business is suffering. They say the
average turnover has decreased by 15 % and custom likely will be lost to other
operators although comparative tours have the same cost for this day tour.
The itinerary which was in place for the current 1 day island wilderness trip
included:
• Central Station including Wanggoolba Creek boardwalk
• Lake McKenzie – a swim in crystal clear waters and pristine white sands.
• Seventy-Five Mile Beach
• Eli Creek – swim or float in the clear waters
• Maheno Shipwreck - take a photo stop at the rusting wreck of the Maheno
washed ashore during an out-of-season cyclone in 1935
• The Pinnacles Coloured Sands – learn of the Butchulla legends surrounding
them.

Inclusions:
National Park Fess
Morning Tea at a picnic ground
Picnic Lunch
Transfers from Hervey Bay Accommodation to ferry return.

The main issues which have been identified by the partners of Green Tour
Excursions for the particular tour included:
• On 3 out 10 tours the 4-wheel drive tourist vehicle ran out of fuel which
resulted in a 1 hour shortfall of the trip on each occasion.

• On 2 trips the air conditioning of the vehicle failed.

• There were 18 complaints about poor hygiene relating to cups and cutlery
used for morning tea and picnic lunch.

• 12 customers have expressed concerns of being provided with food from eskis
and service vessels provided from a plastic container.

• 3 customers have complained about being served pastries from a card board
box which must have been the packaging provided by our supplier.

Duke College (DC) Assessment 2, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 3 of 8
SITXMGT001 Monitor work operations
• There were 4 claims from customers who claimed they felt unwell or sick after
consuming the BBQ picnic lunch which includes a small steak, sausages, 2
different salads and bread and butter.

 There are increasingly complaints from drivers of the vehicles that their days are too
long given that they are required to prepare their vehicles post and before each trip
which could potentially breach WHS requirements and entitlements.

 12 customers have expressed concerns of being provided with food from eskis and
service vessels provided from a plastic container.

 There were 3 incidences during the past 2 months where customers had close
encounters with venomous snakes in the toilet block located the picnic area used for
stops.

You are required to investigate these issues and explore provisions to meet all legislative
requirements.
Present your responses in report format suitable for presentation at a management
meeting.
1. Describe how you would monitor the work hours of the driver/tour guide and the
efficiency involved in those hours – this would also mean you need to identify relevant
problems associated with adjusting staff levels to attain the requested improvement

2. Show what consultative process was used to allow for procedures and systems (including
rosters new or amended service provisions) to be adjusted. Show that in this area, quality
assurances can be given so that customers will not be affected and indicate the time
frame involved in your changes.

Duke College (DC) Assessment 2, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 4 of 8
SITXMGT001 Monitor work operations

3. List the measures taken to ensure functional clean vehicles, and prevention of hygiene
issues.

4. In your new plan, you must show the delegation process that will be involved. Will you
need new job specifications to be written? If so, how many?

5. Will training be necessary to accommodate the new jobs if this is the option you
recommend the owners to take? Estimate a budget for retraining should it be necessary

Duke College (DC) Assessment 2, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 5 of 8
SITXMGT001 Monitor work operations

Case Study 2

Elena, the front office clerk has asked you for an urgent appointment to see you. On
arrival to the meeting, Elena explains to you that her supervisor in front office frequently
makes silent offensive remarks and has stalked her on multiple occasions after work. It
also seems that he rosters her for the same shifts when he is rostered on.
(The document HR manual template may be referenced for this case study)
1. What appears to be the nature of complaint here?

2. Which procedure should be followed to receive a complaint like the one from Elena?

Duke College (DC) Assessment 2, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 6 of 8
SITXMGT001 Monitor work operations

3. Write a standard operating procedure that can be used to investigate a complaint,

including actions for e.g. EEO and sexual harassment matters.

4. Which legal responsibilities do have in your capacity as a manger in this instance?

Duke College (DC) Assessment 2, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 7 of 8
SITXMGT001 Monitor work operations

Case Study 3

You are working in the capacity of manager in a trendy inner city boutique hotel,
featuring 45 rooms, a gym and wellness area, a 60 seat cafe -bistro, an 80 seat restaurant
and seating for 50 customers in the mall.
The food and beverages are in line with using local produce and following trends, however
you have noticed that due to the large number of part-time employment of students and, it
seems, lack of direction from the departmental supervisors, products and services are
always different. Not that there have been any substantial complaints, however beverages
are presented differently at different times, food presentation varies and it looks portion
sizes are not uniform, and the rooms are made up and arranged differently depending who
is in charge and on duty, accordingly.

1. Provide suggestions for a system that can be effectively developed and implemented for
each department and explain in detail what this entails for each department. Your
approach must include delegation at the appropriate levels.

2. What are the implications for all existing staff as a result and how will you provide for
overcoming these?

Duke College (DC) Assessment 2, Mar 2019

CRICOS ID: 02564C Version 2.0
RTO ID: 90681 Page 8 of 8