SITXHRM003 & SITXMGT001 –
Assessment 3
By: Jacob Powell (12693)
12/Apr/2023
Assignment Coversheet
Name: Vernon Jacob Powell
Student ID: 12693
Student Declaration
I declare that –
The evidence I have submitted for assessment is my own work, and
The evidence I have submitted for assessment has not been shared with other students, and I have taken all reasonable precautions to ensure that my work cannot be accessed by other students that may seek to submit my work as their own, and
All of the sources of information used to prepare my work have been, or may be accurately cited, and
I retain a copy of all my original for my own records, or for resubmission if required by Academia Australia, and
I have read and understood Academia Australia’s policy regarding plagiarism, and I accept the right of Academia Australia to investigate suspected plagiarism, and to act in accordance with the policy and procedure I have read.
Student Signature: JP12693
Date of Submission: 12/Apr/23
Case Study 1
Quick-Dine Food outlet
Please include the following points in your report:
Make necessary changes and adjustments for improvement. Describe how you would monitor the working hours of the back of house/kitchen team and front of house/service team – this would also mean your need to identify major and supporting roles, skill level to overcome the relevant issues and problem.
Details of Customer Complaints:
Dine-in guest complains about food delays
Food items were served to the wrong tables
Take-away customers complain about the long queue and missing items from the online booking apps.
Investigation Report (Root Cause)
Based in my investigation we have 3 main customer complaints:
Let us start with the delay of foods served for dine in customers due to bulk order received from dine in, take out and online booking. Their kitchen cannot handle orders its either due to less manpower deployed and limited space to cater bulk orders during rush hour.
Second, Food Item serves in wrong table. This is due to the lack of operational skill by the floor staff. They are to be given a layout of the table setting and numbers, and frequently quizzed and assessed so that they can remember where the orders are going to. Giving the floor staff a print-out of the table layout will help immensely.
Lastly, Customers who order complain for long line before they can order. In this case no dine-in and take away orders, order this food in the counter. They don’t have the special lane for take away orders. No particular staff in-charge who can monitor. In addition to the 3rd complaint, customers from online bookings complain about missing items in the website, this is because it was not monitored or updated.
There is a need to focus on changes and adjustments which are for improvement towards:
The following necessary changes and adjustments will to be made for Improvement.
The chefs will be required to work on their cooking speed.
The waiting staff will be required to work on their serving speed.
The waiting staff will be required to improve their memory, skills for serving food at the right table.
The staff at the take-away counters will need to reduce their per-customer service timing to avoid the creation of long queues.
The delivery staff will be replaced by new staff who will not steal food items during the delivery process.
The working hours would be monitored for the kitchen team by installing a surveillance system. This system would record each and every activity performed by the kitchen staff, which can be simultaneously monitored by a professional. The working hours would be monitored for the service team by using ‘Tracking application software’. The system would track each and every activity of the service staff as he would have to record and update all the relevant aspects of his activities performed throughout the service process.
An identification of major roles: The major role for this process would be of the kitchen team and the service team who would be responsible for each and every activity they perform.
Corrective action/Propose Solution
The owner of quick dine food outlet should review their existing system, the service offered, food outlet space, and manpower. Owner should consider to improve or add additional kitchen space for them to cater both dine-in and take-out, provide additional kitchen personnel to cater the take-out and online orders.
The owner should also consider to have standard procedures for the staff to follow once taking orders from customers, for example staff to provide number coding and dual receipt e.g., one for the customer and one for the staff; the number coding is important in determining who owns this order and what table they should be put into.
For the long queue line, outlet owner should consider putting personnel in-charge and putting a separate counter only for take-outs and online orders, in this case dine-in and take out orders are not mixed-up and customer who wants to dine in may not wait that long to receive and consume their order. Advantages also for the take-out customer is that someone monitors their order and they can follow-up on them, they do not need to take long waiting times. For the missing items in their website, owner may outsource or hire an IT provider to update their website from time to time since nowadays customers just click on their phones to order rather than going into the food chain itself.
I would like also to recommend the owner to consider shift scheduling for all her/his food outlets so that all customer orders will be addressed properly. Also, quarterly training for staff for organization skills training, time management training, and customer handling. The staff at the take-away counter will need to reduce their per-customer service timing to avoid the creation of long queues. The delivery staff will be replaced by new staff who will not steal food items during the delivery process.
Identification of Major roles: The major role for this process would be of the kitchen team and the service team who would be responsible for each and every activity they perform.
Identification of Supporting roles: The supporting role for this process would be of the Information Technology department who would be helping the organization in the development and set up of surveillance system and tracking applications software.
Show what consultative process will be used to allow for the changes and improvement for example rostering, skill training, over-lapping roles and duties.
Scheduling: There would be a scheduling process where the shift timings for all the employees will be mentioned, and they will be required to strictly follow it. Moreover, their entry and departure times would also be recorded on a daily basis.
Holding regular meetings: Holding meetings regularly would help in identifying issues faced by the employees so that appropriate steps can be taken for the improvement of daily operations.
Skill development training: This will improve the skills of the stall at the outlet, thereby providing them with an opportunity to provide better services to the customers.
On-the-job training: This training will help the staff with a quick revision of the activities they are supposed to be performing on a daily basis.
Delegation of Authority: This will help in maintaining a hierarchical structure in the organization where the staff can report their immediate supervisor regarding the issues faced. by them.
Delegation of tasks to multiple people: This will help in reducing customer complain. When a staff member is busy, his task can be performed by another staff member to reduce the wafting time for the customers.
In the new plan, you must show the organisation chart, their respective roles as well as the job description. How do you identify the right candidate to perform to their best?
Before we get into the job description for each position, I would suggest we review the organizational structure first on top level. I see that we have the owner and manager in place but I believe it is essential that there is a technical expert within the organization that determines and set the standards. This person, I would suggest we call as a “Systems and Process Manager” determines, sets, and ensures operational standards are followed, some of which would be:
Food quality – How should the product be cooked? At what temperature? With what tools? What is the standard in terms of taste and look?
Food safety – How should the product be cooked? What are the dos and don’ts to ensure the product is safe for consumption?
Restaurant Processes – This is how the end-to-end process in the restaurant would look like. From the process of taking orders, the kitchen preparations, the assembly of the orders up to the serving of the orders. The restaurant process should also set standards for agreeable and reasonable food serving time.
It would be my decision whether to add another person to be the “Systems and Process Manager” or if this is another role the Owner could take up. This is a very critical role that would require expertise on product, systems, and process development. I do not think it would be very viable for the business if the owner takes this role as well.
As for the job description, I believe it should be written as direct as possible. Here are my suggestions:
Owner – Creates strategies for sales and profit growth and strategies in the achievement of quality and people targets. Oversees the consistent interpretation, implementation, and achievement of objectives.
Restaurant Manager – Responsible for developing, implementing, and achieving restaurant-specific business goals which include sales and profit growth, consistent implementation of food quality and safety, cleanliness and condition standards, people management and training.
Supervisors – Responsible for the monitoring of standards implementation in their assigned stations, conducts performance management by assessing performance gaps in his/her station
Staff – Responsible for producing / implementing the highest quality standards in their assigned and certified station (you can narrow this down further based on what station they are assigned in)
Example: Kitchen Staff – Responsible in producing highest quality standard food products based on required look, taste, and quantity.
Organizational chart
Owner/Manager- oversee overall operations of the company
There are 2 heads who are directly reporting to the owner with same roles but different areas.
2.1 Kitchen Head- This person oversees daily operations of the kitchen. He/she is responsible in their division what is best and to propose to the owner/manager. Kitchen head ensures they can deliver result of what is required from them that also ensures food safety, cleanliness, etc.
Service Head – He/she is responsible in the service operation from customer handling, good customer service. Plan and propose new strategy in his/her division.
Lastly, Kitchen staff and Service Crew- They are responsible in the implementation of the standards set by the company.
Training and coaching are essential as they are the steps that the staff provide for better customer service that they can offer to their customers. They are trained how to do it and what is the proper way of doing it.
Owner must consider the recommendation provided for them to survive and not losing their customers, instead they can benefit on the changes/improvements provided.
My chart will look like this for the whole year:
1st – Store assessment on their existing standards and policy
2nd – Base on the assessment, Plan for improvement that is best for the company
3rd – Design/ Formulate the improvement
4th – Implement the formulated improvement
5th – Follow-up or re-evaluate the changes.
The organizational chart prepared above shows the important roles and their job description at the outlet.
The top-most position in the organizational hierarchy is that of the owner of the outlet. He is required to control the whole operation and ensure the success of the business
After the owner, the second position at the top is the manager. He is required to manage all the activities at the outlet. He is also required to identify potential issues and take preventive measures.
Under the manager, the supervisors operate.
The supervisor of the kitchen team is required to supervise and monitor all the activities of the kitchen team, along with resolving their queries, if any.
The kitchen team works under him who is required to acquire food products, cook them, and serve them as per the request of the customer.
The supervisor of the service team is required to supervise and monitor all the activities of the service team, along with resolving their queries, if any.
The service team works under him who is required to attend to the customers, take their orders, serve their orders, deal with the payments, delivery of food, and collect feedback.
In order to identify the right candidate to perform their best, the skills possessed by the candidates will be compared with the skills required for the job. The candidates with maximum matching skills would be considered for their respective jobs.
Will training and coaching be necessary for the changes and improvement? How would you organise and implement the training and coaching program. Provide an approximate budget of this training or retraining program.
The training and coaching programs are organized and implemented with different steps that are taken for:
The areas that need a major improvement to be identified.
List of the staff members who will prepare and work on the type of training they need.
The professionals are hired for the conducting of programs.
The schedule is prepared and this is for regular meeting.
The training program is conducted.
The participants will be tested and understood for the tasks.
Feedback from the trainer and the participants are recorded.
The budget includes the program of training where the estimates are:
|
Particular |
Amount |
|
Planning program costs |
1000 |
|
Salary for the professional training |
5000*12 months=60000 |
|
Cost for conducting testing |
500*12 months=6000 |
|
Cost for collecting feedback |
200*12 months=2400 |
|
Miscellaneous |
600 |
|
Total |
$70,000 AUD |
List all the measures and steps in each respective section to be taken to ensure that it is functional and efficient.
Given below is the list of the measures and steps to be taken in each respective section for ensuring their functionality and efficiency:
The kitchen section – To ensure the kitchen area’s efficiency, the following steps will be taken:
(i) The kitchen area will be cleaned and sanitized daily.
(ii) All the kitchen staff will be required to wear their uniform, gloves, and hairnet at all times.
(iii) Every person working in the kitchen will be required to wash their hands thoroughly with soap and water.
(iv) All the food products will be purchased from trusted suppliers.
(v) No expired food product will be used.
(vi) A regular inspection will be conducted by the State’s health department.
The service section – To ensure the service area’s efficiency, the following steps will be taken:
(i) A training in effective communication will be conducted for the staff members interacting with the customers.
(ii) The waiting staff will be required to note the table number and their respective orders properly to ensure no mistakes are made while serving.
(iii) The waiting staff will be required to listen to the requests of the customers and fulfil them as far as possible.
(iv) Regular monitoring will be conducted to observe their work performance.
(v) Proper delivery vehicles will be provided to the delivery staff to ensure safe and fast delivery.
(vi) A regular meeting will be held to address any possible issues that the service staff might face.
In you report, you need to convince the owner, management, and staffs that during this period of improvement, the day-to-day operations will not be negatively affected by the proposed changes. Provide a GANTT chart to display the process.
The Gantt Chart prepared above displays the whole process of improvement at the outlet, which is uniquely designed that it can be carried out with the outlet’s daily operations simultaneously.
The recording and analysing of all the customer complaints will take 1 month from the outlet, and will be carried out by the management, which will not affect the daily operations of the outlet.
The identification of the areas needing improvement will be completed within the same month as above, again by the management, not affecting the daily operations of the outlet.
The following steps in the process will be carried out throughout the year, simultaneously with the daily operations of the outlet:
(i) Making necessary changes and adjustments
(ii) Monitoring of the working hours of the employees
(iii) Usage of consultative processes
(iv) Conduct of training and coaching
(v) Ensuring the functionality and efficiency of each section
(vi) Regular monitoring even after the completion of the whole process
The steps mentioned above will be carried out for the betterment of the whole outlet without disturbing the day-to-day operational activities. Thus, this period of improvement will not have any negative impact on the outlet’s operations.
Conclusion:
After detailed discussion, it can be concluded that the outlet needs improvement. These improvements have been carefully planned and formulated. With the cooperation of all the staff members, the operations at the outlet can be improved.
Recommendation: In the end, it is recommended that all the members of the organization adhere to the industry standards and perform their duties accordingly. Moreover, they are also advised to coordinate with the management so that the necessary changes for improvement may be introduced.
Case Study 2
Academia Bar
Elena works as a front of house waiter / cashier at the Academia Bar. She has requested for a confidential meeting with the HR Manager of Academia Bar to discuss a workplace issue. On arrival, she explains that her supervisor frequently makes silent offensive remarks and has stalked her on multiple occasions after work. It also seems that he consistently rosters her for the same shifts when he is rostered on.
What appears to be the nature of the complaint?
Personnel Complaint. She complains about how she is not comfortable about the advances from her supervisor which she is not comfortable with. She explains that her supervisor frequently makes silent offensive remarks and has stalked her on multiple occasions after work.
What are the process and procedure that should be followed to address Elena’s issue?
Step 1: Consider filing a complaint.
Step 2: Identify the entities causing or contributing to the harm.
Step 3: Map the grievance mechanisms that may apply.
Step 4: Identify your desired outcomes.
Step 5: Choose the appropriate grievance mechanism.
Step 6: Prepare for the complaint.
Step 7: Write the complaint.
Step 8: File the complaint
Step 9: Engage in the process
Step 10: Follow-up
3. Write a standard operating procedure (SOP) that can be used to investigate the issue. You must consider the confidentiality and sensitivity of Elena as well as her manager. Who are the important personnel that should be involved in this case?
Assure the supervisor that a fair and just investigation will be conducted on their behalf as well as that of the accuser.
Interview any potential witnesses in the same manner. Ask open-ended questions and seek facts that support or disprove the employee’s allegations.
Interview the supervisor. Apply the same listening and respectful approach you accorded the person who filed the complaint and the other witnesses.
Consult with an attorney to ensure that you are looking at the whole situation fairly based on the evidence you have. Make sure the attorney supports the direction you are taking.
Based on all the documentation and advice from colleagues and your attorney, make decisions about whether sexual harassment occurred. Provide the appropriate discipline to the appropriate people, based on your findings. Make work or assignment setting adjustments, or change a reporting assignment if necessary.
Assure that no further incidents occur by following up, and documenting your follow-up. with the employee who made the original harassment claim. Keep documentation separate from the personnel file.
What are the legal responsibilities and implications do you have as a manager in your organisation?
Managers have a duty of care to their employees. This means that they should take reasonable steps to ensure their health, safety, and wellbeing. Legally, employers must abide by relevant health and safety and employment law, as well as the common law duty of care.
My legal responsibilities of a manager include making decisions about health and safety that may affect work activities or other people ensuring legal requirements regarding health and safety are met, actioning safety reports and carrying out workplace inspections.