Monitor Work Operations

SITXMGT001A – Monitor work operations Assessment

Student name: ____________________________

Instructions:

There are a total of two (2) parts to complete, as follows:

Part A – consists of a number of questions requiring medium length responses.

Part B – consists of two (2) tasks requiring extended responses.

Securely attach your answers on separate sheets that clearly identify the question to which you are responding and number the pages in sequence. At the end of each answer, allow adequate space (at least 6-8 lines), for the teacher’s comments and feedback.

You will be assessed on how well you interpret each task/question and how you structure each according to layout, sequencing and by providing all relevant and applicable details for each task/question.

This is a graded unit. Your result is based on the evidence you provide to meet the criteria for competence as specified in the unit of competency and grading criteria.

Information on how to submit your assignment is located on the OTEN website under your OLS log-in.

Tasks/Questions

Part A: Short response questions 36 Marks

Question 1

What are the responsibilities of a good manager?

(3 marks)

Question 2

Why do some managers work differently to others? What should they all be able to demonstrate?

(6 marks)

Question 3

Describe the objectives of monitoring work operations, and why are these important?

(3 marks)

Question 4

Explain the importance of Total Quality Management and how it is managed and implemented in a workplace.

(6 marks)

Question 5

How can you monitor staff behaviour and productivity?

(6 marks)

Question 6

Explain the benefits of delegation in the workplace.

(3 marks)

Question 7

Discuss the principles a good manager would implement when solving a problem in the workplace.

(3 marks)

Question 8

Discuss the advantages and disadvantages of self-directed work teams.

(6 marks)

Tasks/Questions

Part B: Extended response 64 Marks

Read the following scenario:

Scenario 1

InTravel Recruitment is a new business that will be opening soon. It will be a privately owned Australian recruitment company that will aim to provide professional recruitment services to the travel and tourism industry.

InTravel Recruitment will specialise in travel, tourism and hospitality recruitment for permanent, temporary and contract roles.

Task 1

With reference to the InTravel Recruitment scenario above, respond to the following questions.

a. Identify a suitable organisational hierarchy which incorporates management levels, functions and areas of responsibility.

(12 marks)

b. Explain the necessity of effective planning for the success of this business.

(6 marks)

c. Describe the ways in which management could organise the efficient flow of work.

(6 marks)

Task 2

Now that you have analysed the structure and management style of InTravel Recruitment, put yourself in the place of the manager of this organisation.

Scenario 2

InTravel Recruitment has now been operating for 18 months. Since opening its doors for business, you, the manager, have identified specific workplace issues that require improvement or changing.

Choose (1) one of the (4) possible workplace issues mentioned below that will require improvement or changing and then answer the questions that follow.

Possible workplace issues:

a) High level of staff on sick leave.

b) Waiting time for clients is excessively long resulting in complaints.

c) The business doesn’t have a procedure for handling complaints and most complaints are viewed by staff as unwarranted.

d) Due to the business’ success, there has been no time for on-the-job coaching, therefore skills are not being transferred to others within the organisation or tasks are being performed by staff who have not been adequately trained.

In relation to the workplace issue you have chosen, answer the following questions:

1. In this workplace, how would you have been able to identify the issue causing concern?

(8 marks)

2. How would the issue impact on quality and operations generally?

(8 marks)

3. What could be contributing factors that are causing the issue of concern? How do you know?

(8 marks)

4. What adjustments to procedures and systems would you recommend for improvement or variation? Write a report on the short and long term actions you would endorse to solve the problem?

(8 marks)

5. How will you monitor the effectiveness of your recommendations?

(8 marks)

END OF ASSESSMENT