Assessment Tasks and Instructions

Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXMGT001 Monitor work operations
Stream/Cluster
Trainer/Assessor

Assessment for this Unit of Competency/Cluster Details

Assessment 1 Short Answers
Assessment 2 Project
Assessment 3 Observations
Assessment conducted in this instance: Assessment 1 2 3

Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required

Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date

2nd Assessor to complete

 I agree the adjustments applied to this assessment are reasonable
Name

Signature Date
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:

 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:
o performance reports
o staff records.
Place/Location where assessment will be conducted
SSH to complete

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 SIT 1.0 Training Package.

For this assessment, the following organisational documents and templates must be made available by the RTO:

 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.

Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201

This assessment:
First Attempt 2nd Attempt 3nd Attempt Extension – Date:    /    /   

Case study 1 Satisfactory Not Yet Satisfactory

Case study 2 Satisfactory Not Yet Satisfactory
RESULT OF ASSESSMENT
Case study 3 Satisfactory Not Yet Satisfactory
Case study 4 Satisfactory Not Yet Satisfactory
Feedback to Student:

Assessor(s)
Date:    /    /     
Signature(s):
Student Signature Date:    /    /     
Assessment 2

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.

 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 \

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

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

6. Describe how day-to-day operations will not be negatively affected with your proposed changes
Case Study 1

Introduction:

Green Tour Excursions is a day trip company which provides various kinds of facilities and services. From recent
few months there has been lots of complaints in that matter mainly food and services the company has been
providing there has been many plans to apply the change that is needed but it has not been prepared fully and
also the turnover has been decreased by 15%. There are 6 places to choose on one day island trip. There has
been fuel to service issues in the company as well. With all this issues arising the company has been thinking
about making some changes and to make some changes we must work on the possible causes and see what is
going and get a solution. In this case study we are learning about the company and the changes that it has to
make its work better and work better in the competitive market and what can be done for the long term
development of the company.

Problems associated with staff management

Staff management can be a hectic job for a company where you need a lots of staffs to work and if it is not
managed properly then the company can have a lots of staffs issues and Green Tour Excursions is going through
the same the problems that are associated with staff management are:

a. Less productivity
b. Training and Compliance
c. Discipline
d. Outsourcing
e. Retention

How will the company monitor working hours?

The working hours of the company and the workers should be managed in a way that it is feasible for everyone
to work accordingly and that the company is monitoring the working hours of the staffs management and for
that the company decided to:

a. Prioritizing the work and doing it simultaneously.

b. Group shall be formed to do similar task
c. Figuring out which worker should be doing what kind of work.
d. Identify the time
e. Creating a daily schedule
f. Avoiding multitasking
g. Cut the time for distraction
h. Make sure the employees are aware about the development of time and its management
i. Make sure the employees know about reduction hours
 j. Indicate this as permanent task1

Consultative process used to allow for procedures and systems

Consultative process is defined as the open and good faith dialogue among the individuals among the
workgroups and the team to manage the work or any disputes that may arise in the company. 2 The consultative
process helps the company and its workers to work on time and follow the policies and procedures required.
The consultative process used to allow for procedures and system in the company are as follows

a. Meeting with the staff members

b. Workshops
c. Site visits
d. Websites information3

Measures taken to ensure functional clean vehicles and prevention of hygiene issues

There has been lots of hygiene issues in the company and to maintain that the company has followed certain
protocols to make sure that the vehicles are clean and the company have maintain health related activities and
there will be no problems in the hygiene of any employees or any visitors. The measures are:

a. Cleaning the vehicles after every use

b. Using only eco-friendly products in the company
c. Maintaining water hygiene and providing people with fresh and clean water
d. Food hygiene is a must food shall be cooked clean and stored in a proper place so that the people won’t
have any problem with their health.
e. The waste should be handled properly and thrown in a proper place or can be made compost and use
different dustbins for different purpose. 4

Delegation process:

Delegation process is the organization process of a manager dividing the work among all the workers and
subordinates and giving them the responsibility to do to the task respectively. 5 The steps taken for delegation
process that the company has maintained are:
1
https://desktime.com/employee-time-tracking-guide

2
https://www.lawinsider.com/dictionary/consultative-process#:~:text=Consultative%20Process%20means%20an
%20open,to%20or%20affecting%20the%20Collaborative.

3
https://qualityplanning.org.nz/node/978

4
https://www.intechopen.com/books/the-relevance-of-hygiene-to-health-in-developing-countries/challenges-to-hygiene-
improvement-in-developing-countries
Step 1: Identify the task

Step 2: Choose who to delegate the task to

Step 3: Confirm the level of interest of employees

Step 4: Clearly define the task to employees

Step 5: Clarify the level of responsibility of employees

Step 6: Review

Is training necessary:

Training is necessary in this situation because the company is using new plans and procedures for the
development and that the is very necessary training helps in development of the employees in every matter and
every way in that case the company should consider to maintain that and should provide training. Many of the
employees are unaware about the eco-friendly products and that should be known by everyone when you
provide proper training to the employees the employees will be known about the proper protocol and that will
also lead to customer satisfaction and if the customers are satisfied the business will keep on increasing.

How the changed protocol will not be a problem in day to day activities

Once, the protocol is changed the company and the employees may have certain problem with the work and at
first they might be in dilemma with the changes but that doesn’t means there will be huge problem due to the
change that has happened. The changed protocol is according to the rules and regulations of the business. When
the change is according to the rules and regulations then there won’t be much of the problem. Here are some
points which can give the insight in that matter:

a. The work is according to rules and regulations of the company

b. The rule has been added as day to day activity
c. Schedule had been maintained
d. Training has been given to the staffs
e. Change management process has been applied
f. Workers have been given the work protocols

Conclusion:

5
https://sprigghr.com/blog/alignment-direction/delegation-of-authority-a-step-by-step-guide/#:~:text=The%20delegation
%20of%20authority%20refers,to%20accomplish%20their%20respective%20tasks.
From the above report we can make sure the changes that has been applied to the company, why the change
has been made. The changes that has been made according to the company’s requirement and keep in mind the
health of the people of customers that come to visit, new portals has been set change has been made and it is
made sure that the changes applied are best for the company.
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?

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?

Case Study 2

Introduction:

In an office a person has to deal with various kind of systems and protocols including the person that can do
harm to you. In this report we are describing and maintain the same case. Harassment in any office or anywhere
can be very disturbing and when a person is working somewhere and they don’t have satisfaction of the job they
are doing then it is very hard of them to work. Any kind of harassment situation can be harmful to the
employees and the company should make rules regarding that and for that there should a punishment too.
Harassment can be of any kind from mental to physical and employees should be very clear and concise about
that and complain that. When any kind of situation happens in workplace any member even the manager does
something like that they should be punished and the employee should feel safe to work in the place and
everyone should make sure about that not happening again in the work and not with anyone.

Nature of complaint:
Reading the case we can make sure the nature of the complaint is about the harassment case and the
harassment here is physical harassment because the lady here doesn’t feels safe and she thinks the supervisor
makes her comment and check her profile which here is harassment this is not direct but the employee is not
feeling safe which means the harassment is visible and without discussing anything we can analyze the situation
here because when you are working with someone senior they make comments and they think to go away with
it. Here, Elena speaks about her situation in this case the person what high level he works is punished in any
way.

Procedure to be followed to receive a complaint

Any one is free to register the complaint if they think something wrong is happening with them and the
company should manage a plan about taking action and complaint. The procedure to be followed to receive c
complaint are:

a. Listening to the complaint

b. Understating the complaint in better manner
c. Recording the complaint
d. Make sure the evidence is given or any kind of fact is provided
e. Make sure you discuss the options
f. Work on the complaint
g. Be quick to react to that
h. Follow-up should be done
i. Reward the staff for standing out.6
This are the procedures to be followed by the company and the company should be updated about the matter
only complain handling is not enough one should be ready to take action. Without taking the actions the
company will not be able to set any rules and regulations for setting up a good regulation inside the company
the company should follow every protocol and work according to that.

Operating Procedure and actions for sexual harassments matters

As, mentioned above when we make plans we should follow that too making only protocols is not enough for
any company and there should be an operating procedure that the company should maintain in order to
maintain the policies and take actions according to that. We have maintained a certain procedure and action for
that. They are:

Operating procedures

a. Investigate the compliant:

6
https://eoc.sa.gov.au/about-equal-opportunity/services/toolkit/developing-complaint-handling-procedure
 Investigate if the complaint is correct because the workplace is full of various kinds of people, the
person taking action should be more conscious about the workers and be more attentive towards
knowing the complaint before taking any action.

b. Be accessible:
When any complaint comes your way the company should be ready to listen to that and work
accordingly and shouldn’t ignore the complaint. One person should always be ready towards any kind of
complaint that comes through their way. Feasible workplace management and action towards
harassment is the think that the company should manage.

c. Work under disciplinary procedure:

After knowing about the complaint the company and the person handing the situation should be more
disciplined towards the situation and if you know the people making the mistake take you them before
taking any action. Every action you take in this matter should be much disciplined so that the problem
will be solved easily and if it is something big then police should be involved and complaint should be
registered.7

Actions that should be taken

After knowing the complaints and making sure the complaint is right, the company should take the action and
the action should be made according to the rules and regulations of the company and also the legal action
should be taken. The company and the person who has been harassed should file a complaint against the person
and make sure it has been registered.

Legal responsibilities as a manager

In this case the legal responsibilities that a manager can hold is:

a. Making decisions about health and safety of the worker:

This means when the worker doesn’t feel safe and has a complaint I as a manager can take decision for
her and the harasser and the decision should be according to the rules and regulations that has been
well maintained. The employees and other team in the workplace should know about that and
everything should be made cleared before taking the actions.

b. Action of safety reports and making inspections:

Me as a manager should be able to manage and maintain the safety. Reports for the company and those
reports should be able to decide the right and wrong make no discrimination and should be maintained.
According the legal plans, polices, and protocols and also all of that legal things should be included
there. 8
7
https://croner.co.uk/resources/equality-discrimination/harassment/7-steps-managing-harassment-workplace/

8
http://www.professionalsaustralia.org.au/managers/wp-content/uploads/sites/40/2014/07/The-rights-and-obligations-
of-managers-in-an-organisation1.pdf
Conclusion:

From the above report we conclude that every harassment should be maintained and managed and the person
responsible should follow all the protocols related to that a manager also should know the rules and regulation
they should be following and their responsibilities in every workplace matter.
Case Study 3

You are the manager at the Ocean view hotel. During the last 4 weeks the numbers of patrons during dinner
service on Wednesdays to Fridays have doubled. Although this is good news for the operation, there have been
associated with this a number of operational issues which need to be addressed swiftly to prevent bad publicity
in social media and on trip advisor.

During the 4 week period the hotel had 12 complaints related to delays in meal service, 16 complaints relating to
poor or average quality of meals. A brief conversation with sous-chef and head chef have indicated that the
access to and lack of capacity of some equipment are some of the main issues they are facing.

In front of-house (F&B) the same staff has been rostered on the periodic schedule as usual, and staff does not
think there are any issues.

1. Provide a systematic approach for areas you will investigate

2. Provide solutions for the shortfalls in equipment pointed out to you, given that the new budget is still 5
months away and major expenditure was just completed to finish the accommodation areas.

3. Which aspects will you investigate in the food and beverage/service areas?

4. Provide details for the staff who will be involved in the process.

Case Study 3

Introduction:

Ocean view hotel is a large hotel company which is running through several years. There has been regular
customers and tourists as well and here in the current situation the hotel has been getting lots of customer than
the hotel ever has. So, there has been some management problem and regarding this problem there are various
issues that has come through by the customers to maintain that it has been a hard job. But the company is doing
is best and different staff members have been giving different information which leads the manager to work on
his own. In this report we are discussing work management and what are the factors that should be considered
to manage the workplace the increasing customer and less staffs. The approach that should be taken, the
management to be done, the plans that is to be considered and many other matter are discussed in this report.
We here will be investing the service areas and learning about the complaints that the customers has been
made. There will be a certain process for that and all the staffs should be given instructions to follow that as
well.
Systematic Approach for areas

Systematic approach refers to the approach that is made for the company in a systematic way and pattern that
every workers and staffs must follow. This is a system based approach where the criteria has been separated for
the work to be done. This solves the critical problem that has been occurring in the office and this helps the
work to be done very effectively and maintains the level of professionalism in the work and the investigation
process.9 The systematic approach for the areas of investigation are:

a. Identifying the research and the research question if provided:

For this the research should be known what kind of reasrch you’re going to follow what kind of help that
will do to you company and on what basis the research is going to be done. For the investigation the
research in the matter should be checked.

b. Define the criteria:

One should always mention the criteria that they are making and conducting the plans of and the
criteria should match the policies and procedures of the workplace so that the criteria fits in place in the
approach.

c. Identify and record of goals:

The goals should be identified and recorded for the matter of fact that the company is evolving and the
goals should be made according to that. When a goal is identifies it is much easier to work and to make
the approach.10

Solution for the shortfalls

There has been a problem with the equipment and we are going very less on budget for the new budget to be
passed we have five more months left. Major expenditure has been completed but there can be the problem
with the shortfalls and to maintain that the company and the employees should be following the mentioned
solutions:

a. Cutting the extra expenses

b. Should focus on increasing the finance
c. If any problems arises merge should be considered
d. Should welcome more patrons
e. Management of limited budget

Aspect to investigate food and beverage service areas

9
https://www.afscet.asso.fr/Archives/Systemic-Approach-eng.pdf

10
https://bia.ca/how-to-develop-a-systematic-approach-to-prioritizing-all-projects/
 a. Quality and freshness of food products
b. Temperature of the food and beverage and has been stored
c. Temperature of the area where foods and beverage are stored.
d. Cleaning of the whole hotel area
e. Space of the each area and each section in the hotel

Details of the staffs

a. The chef should be well known about the products and services the temperatures.
b. The cleaner should be known about the cleaning and should maintain the every area
c. Ever other staffs should promote the approach everyone is following

Conclusion:
From the above study we learnt about the organization management what can be done toward the
maintenance of that and what are the solution for shortfalls what details has each of the workers has to follow
and what can be done to maintain the company when there is the issue of the budget and solving issues with
that.
Case Study 4

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?

Introduction:

In this case study we are learning about the system that has to be maintained according to the department and
the system that can be developed and implemented for the department of the company where there are large
number of people working and that has been creating a problem we will also learn the implications here and
know about the company well.

System that can be implemented:

The system that can be implemented is a new IT system where the company can view all the plans and polices
and the manager can check the work that has been done for which will be helpful for the company to maintain
the work and check the system. The system where the order can be took on an equipment and that order can be
viewed by all the workers should be maintained.

Implications of all existing staffs

a. Self-implication
 b. Unclear expectations
c. Negative feedback

Overcoming implications

a. Training
b. Helping the staffs
c. Give incentives

Summary:

From the above report we learnt about the implication of the workers and to prevent them and the system that
can be implemented for the workers to do the work more effectively