SITXMGT001 Monitor work operations<\/p>\n
Learner Assessment Pack<\/p>\n
V2.2 July 2019<\/p>\n
Question 1: Stages for Monitoring work operations<\/p>\n
Determining aspects that adversely affect work performance and developing a suitable strategy for addressing prevailing problems<\/p>\n
Comparing projected and actual performance on a daily basis<\/p>\n
Developing a suitable method of measuring desired performance, for instance through the use of KPIs, to facilitate establishment of an appropriate system for monitoring actual performance on daily basis <\/p>\n
Question 2: A weekly monitoring of staff\u2019s performance is suitable because it allows sufficient time for collection of adequate data for accurate evaluations.<\/p>\n
Question 3: Establishment of a suitable monitoring system is a great strategy for encouraging proper implementation of workflows to increase chances of realizing organizational objectives and goals.<\/p>\n
Question 4: 3 ways to identify quality problems in service include the following:<\/p>\n
The use of Cause and Effect Diagrams to track and trace origin of problems<\/p>\n
Conducting SWOT analysis to determine the firm\u2019s strengths, weaknesses, opportunities and threats, thus revealing areas of laxity that significantly influence service quality<\/p>\n
Conducting regular customer surveys and reviewing their feedback to understand their levels of satisfaction or dissatisfaction and reasons behind them<\/p>\n
Question 5: Processes for resolving quality issues in the hospitality industry include the following<\/p>\n
Performance assessment and evaluation<\/p>\n
Conducting job rotation<\/p>\n
Using mentorship and coaching <\/p>\n
Motivating employees and providing all the necessary resources<\/p>\n
Question 6: A culture of innovative thinking and open communication promotes efficiency and better performance by encouraging workforce to express challenges and problems they face at their work place while providing their suggestions, opinions and ideas for addressing such issues. Accordingly, appropriate counter measures that favor most of the employees are designed and adopted. <\/p>\n
Question 7: 3 ways to spot present and emerging trends in the hospitality industry entail the following<\/p>\n
Market research <\/p>\n
Expanding networks to gain insightful information about current and emerging trends<\/p>\n
Use relevant tools such as the internet and search engines like Google and social media, for instance Twitter <\/p>\n
Question 8: Sustainability considerations <\/p>\n
Relationship between operational efficiency and financial sustainability is a strive to ensure that suitable and efficient processes that attract continued income are embraced<\/p>\n
Ways of minimizing waste in an operation or process are strategies for ensuring maximum utilization of available resources<\/p>\n
Social responsibilities of the operation is a focus on ensuring support and protection of local communities<\/p>\n
Question 9: Logical, well defined workflow<\/p>\n
Helps in developing and aligning workforce in a suitable direction to increase chances of realizing business objectives and goals<\/p>\n
Facilitates better monitoring, analysis, evaluation and improvement of work processes<\/p>\n
Facilitates better understanding of all relevant work activities, procedures to be followed, required time and assigned employees, thus increasing chances of successful accomplishment of tasks<\/p>\n
Question 10: benefits of efficient and effective workflow<\/p>\n
Promotes timely identification and resolution of problems<\/p>\n
Facilitates timely and successful accomplishment of all relevant tasks<\/p>\n
Ensures maximum utilization of available resources and time while discouraging confusions<\/p>\n
Question 11: Job delegation process<\/p>\n
Determining and assigning a suitable person the job<\/p>\n
Confirming that the person understands the job, is committed and ready to handle the job<\/p>\n
Monitoring and evaluating progress as well as providing necessary advice and assistance<\/p>\n
Question 12: Developing a Gantt chart<\/p>\n
Develop appropriate timelines to ensure proper allocation of sufficient time for every task<\/p>\n
Acquire all vital data and information<\/p>\n
Develop adequate understanding of work breakdown in the firm <\/p>\n
Question 13: Functions of coaches and mentors<\/p>\n
Acting as motivators for workforce to encourage them in exploring and maximizing their skills, knowledge and capabilities<\/p>\n
Provide assistance and advice where necessary for better job performance<\/p>\n
Instruct and guide workers in the right and appropriate strategies for accomplishing their jobs and developing their careers<\/p>\n
Question 14: Providing guidance and feedback to staff is done through <\/p>\n
Conducting performance appraisals and providing final evaluations<\/p>\n
Conduction one-on-one rather than public conversations and discussions with employees<\/p>\n
Being a good listener by allowing staff some time to express their concerns, opinions and desires<\/p>\n
Question 15: Impact of implementing new workflow<\/p>\n
A need to develop and motivate staff to adopt new roles<\/p>\n
A change in job description, hence the change in necessary resources and time<\/p>\n
Question 16: Aspects of staff behavior\/productivity to monitor<\/p>\n
Productivity levels<\/p>\n
Their degree of satisfaction or dissatisfaction on their job<\/p>\n
Their interpersonal and communication skills<\/p>\n
Employees\u2019 need for recognition and appreciation<\/p>\n
Their perception and conducts in teamwork<\/p>\n
Question 17: Signs of performance problems <\/p>\n
Poor quality of products and services<\/p>\n
Decline in performance of employees<\/p>\n
Low engagement, poor motivation and loss of moral among staff<\/p>\n
Rise in the rate of absenteeism<\/p>\n
High-employee turnover<\/p>\n
Question 18: Sharing what a staff knows with other members improves performance of a business because it encourages and motivates other workers to handle their jobs well after gaining insightful information on how other workmates work as well as instilling additional skills and knowledge.<\/p>\n
Question 19: To ensure effective brainstorming<\/p>\n
Do not limit ideas<\/p>\n
Encourage visualization of ideas<\/p>\n
Remaining focused on the chosen topic<\/p>\n
Question 20: Workplace records and documents<\/p>\n
Minutes on meetings<\/p>\n
Financial records<\/p>\n
Personal data and information about current employees <\/p>\n
Question 21: Customer service problems<\/p>\n
Delayed services<\/p>\n
Lack of communication courtesy and etiquette<\/p>\n
Rude and unprofessional conducts<\/p>\n
Inadequacy of vital skills and knowledge<\/p>\n
Failure to adhere to company promises<\/p>\n
Question 22: Management issues<\/p>\n
Poor communication <\/p>\n
Poor interpersonal and teamwork skills<\/p>\n
Unmotivated employees<\/p>\n
Poor staff performance<\/p>\n
Absenteeism <\/p>\n
Question 23: No record of booking<\/p>\n
The immediate response is to apologize to the client and strive to find room for the customer either in the facility or by referring and even transporting them to a nearby facility. <\/p>\n
Question 24: A long-term action to take is to determine and embrace suitable strategies for avoiding repetition of similar mistakes. Accordingly, proper training and development of staff, adoption of better booking software or development of existing one could be adopted depending on the origin of the previous problem.<\/p>\n
Question 25: Involving staff in decision making allows an organization to determine and embrace the most suitable operating processes and effective problem-solving techniques.<\/p>\n
Question 26: Encouraging personal problem-solving<\/p>\n
What could be the cause of this problem?<\/p>\n
How could you like the problem to be addressed?<\/p>\n
Question 27: Decisions should be reviewed very often, for instance on a weekly basis, to ensure they are still effective and minimize negative consequences of ineffective ones.<\/p>\n
Question 28: The practice of paying additional wages to staff who work overtime as well as hourly staff affects how supervisors roster staff. Complyright.com (https:\/\/www.complyright.com\/employee-time-pay\/common-time-and-pay-scenarios-employers-get-wrong) provides vital information about workers who are paid on hourly basis.<\/p>\n
Question 29: Detailed procedures and adequate information on health and safety practices should be readily available. <\/p>\n
Question 30: <\/p>\n
Waiter Welcomes and serves restaurant quests, maintain a clean and orderly restaurant<\/p>\n
Stores clerk Receives, stores and issues raw materials to be used in the hotel<\/p>\n
Guest Relations Manager Welcomes hotel guests, ensure their wellbeing, address their issues and challenges and offer necessary advise <\/p>\n
Front Desk Manager Manages operations of the reception to ensure proper bookings, check-ins and check-outs of guests<\/p>\n
Question 31: Principles of time management<\/p>\n
Prioritize activities on basis of logical sequence, urgency, value and other relevant aspects<\/p>\n
Concentrate and commit all efforts and energy on current tasks<\/p>\n
Determine, develop and focus on your goals<\/p>\n
Manage your energy to remain efficient throughout work hours<\/p>\n","protected":false},"excerpt":{"rendered":"
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