Assessment-2

SITXMGT004 monitor work operations

Student Must Fill this Section
Qualification	SIT40521 Certificate IV in Kitchen Management
Student Name:
Student ID:			Term:	Year:
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Student Signature:		Date:

Assessment Outcome
Assessor Name:
Attempt	Satisfactory	Not Yet Satisfactory	Date	Assessor Signature
Initial attempt		
2nd attempt/Re-assessment		

Information for Student:

All work is to be entirely of the student.

General Information for this assessment: Read the instructions for each question very carefully. Be sure to PRINT your FIRST name & LAST name in every place that is provided. Short questions must be answered in the spaces provided. For those activities requesting extra evidence such as: research reports, essay reports, etc. The student must attach its own work formatted in double space, Arial 12 pts. All activities must be addressed correctly in order to obtain a competence for the unit of competency. If the student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment. Re-submission of assessment after the term will incur additional fees.

Re-assessment of Result & Academic Appeal procedures:

If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term. Re-assessment Process: An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal. Academic Manager will delegate another faculty member to review the assessment. The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager OR if need be an external assessor. The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject. The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid. Academic Appeals: If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol. To appeal a decision, the person is required to complete the WSC- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, Western Sydney College (WSC), 55 High St, Parramatta NSW 2150, Email: [email protected] The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Chief Executive Officer will be final. Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy.

Comments/Feedback to Students

 

 

 

 

 

 

 

 

 

Introduction

Welcome to the Student Assessment Tasks for SITXMGT004 Monitor work operations. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.

Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.

Assessment for this unit

For you to be assessed as competent, you must successfully complete two assessment tasks:

Assessment Task 1: Knowledge questions – You must answer all questions correctly.

Assessment Task 2: Project – You must work through a range of activities to complete a project.

Assessment Task 2: Project

Information for students

Tasks required for this unit This unit of competency requires that you: plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies:
delays and time difficulties difficult customer service situations equipment breakdown or technical failure financial resources	staffing levels and skill profiles rostering requirements staff performance procedural requirements 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	staff records.
Instructions for how you will complete these requirements are included below.

Activities

Complete the following activities.

Carefully read the following information.

	Successful completion of this unit requires that you demonstrate your skills and knowledge by overseeing and monitoring the quality of day-to-day work. It is important that you provide evidence that you have done this. We have provided you with a Student Logbook to help you.
	It is likely that this unit will be assessed side-by-side with another unit in your course, or else it will be completed directly after a practical unit, such as a cooking unit. Your assessor will advise you if you will be co-assessed with other units. It may also be completed in a workplace environment if this is the way your course has been structured – you can speak to your assessor for more details directly. Assessment will take place in the training kitchen attached to your RTO, or simulated hospitality environment where you will complete other hospitality related tasks, or in the live environment if you are completing this as part of a workplace-based course. You will assume you are the team or shift leader for this assessment. If you are in the classroom, you will be working with your classmates as team members. You will all have the opportunity to act as the team leader at certain points, and you will act as team members for other students’ assessments. If you are in a work environment, then you will know your colleagues and, in your reflections, you will reflect back as if you were the manager and you had the opportunity to make improvements and changes. Below is a guide to the skills and knowledge you must demonstrate when you are assigned as the team leader. We have provided a number of documents to assist you and you will find these in your Student Logbook.
	What do I need to demonstrate? As the team leader you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: monitoring and improving workplace operations by: monitoring the efficiency of your team monitoring your team’s service levels monitoring the achievement of your organisation’s goals monitoring the achievement of your organisation’s quality assurance standards identifying quality problems and issues and making appropriate adjustments to procedures proactively consulting with colleagues about ways to improve efficiency and service levels exploring potential for new technologies and other innovations in improving efficiency and service levels providing feedback to colleagues and management identifying and evaluating current and emerging industry trends and practices and applying them to your own work situation improving sustainability of day-to-day operations planning and organising workflow by: assessing current workloads scheduling work to maximise efficiency and customer service operating within budgetary constraints delegating work according to delegation principles assessing workflow and progress against agreed objectives providing colleagues with feedback and coaching to prioritise workload providing feedback to management regarding staffing needs monitoring and supporting team members by: monitoring team and individual performances sharing information, knowledge and experiences with team members challenging and testing ideas within the team providing feedback, coaching and support completing and submitting records solving problems and making decisions by: identifying and analysing workplace problems (operational and customer service) initiating short-term resolutions analysing problems for long-term impacts and potential solutions encouraging team member participation in problem resolution follow-up on effectiveness of solutions. How will I provide evidence? Your assessor will provide you with A Student Logbook template to complete each task. You will find some detailed information about providing evidence in this logbook which will include: Monitoring and Improving Workplace Operations Innovation Sustainability Planning and Organising Workflow Monitoring and Supporting Team Problem Solving Contingency Planning Organisational Records. You will need to complete each section of your logbook as you work through the activity steps below. Tips for completing your Project Read through this assessment and each activity step before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor. Stay up to date! Stay in touch with your assessor. Ask questions, raise issues, check in, communicate.

Monitoring and improving workplace operations.

You are required to review the business, kitchen or service area and look for an efficiency gain or service level improvement. Reflect on the assessment tasks you have just completed for the unit previous to this one, or if you are being co-assessed, think about this when you are completing the activities of the other unit’s assessment. Research emerging trends and sustainable practices that the business could use that relate to the operational functions you have recently performed. Start working on Section A of your Student Logbook in a reflective manner. Be sure to answer all of the questions properly and provide relevant examples when asked. Have your supervisor or assessor endorse your evidence.

Innovation.

Start working on Section B of your Student Logbook in a reflective manner. Be sure to answer all of the questions properly and provide relevant examples when asked. Have your supervisor or assessor endorse your evidence.

 

Sustainability.

Look for a situation where you have, or can, respond to an opportunity to improve the sustainability of an operation. You will report on what the operation was, how you improved it and what the sustainability benefits were. Start working on Section C of your Student Logbook in a reflective manner. Be sure to answer all of the questions properly and provide relevant examples when asked. Have your supervisor or assessor endorse your evidence.

Conduct a meeting.

Form a small group with two other team members – these will be your classmates who are also working on the same project. Your meeting will last for 45 minutes. You will each have 15 minutes to take turns being the team leader for one of the sections above: Service level efficiencies Innovation Sustainability As the team leader you will demonstrate how you can lead colleagues in thinking up new ways of doing things, but you are also a student, asking your student colleagues for new ideas and how they can be translated into actions. They would have also researched and reflected on emerging trends and sustainable practices that could be used to improve workplace operations. Your team members will all most probably have a favourite café or noticed ideas that they liked whilst being customers. Bring this out at the meeting, getting them to look at their own motivations as to what they enjoy, and look at how this could be used to motivate others, as well as their experiences of events (music or social activities) that assisted in increasing interest and support of their favourite eatery. Even though you may think that you know what the business or work area should do, being a leader in this meeting means that you are responsible for engaging and motivating the other meeting participants, leading them in collaboration. Discuss (and record) the ideas the participants give, asking the others for input, looking at it practically, working out what preparation would be necessary, material, personnel, whatever is relevant to carrying the idea to realisation. While encouraging the team members to find and develop ideas, you are expected to: show support for, and commitment to, the work area’s goals (e.g. customer service timelines or benchmarks of the kitchen) encourage the team members to develop innovative approaches to their work identify quality problems and issues challenge and test ideas. During the meeting, you are required to demonstrate effective communication skills including: speaking clearly and concisely using non-verbal communication to assist with understanding asking questions to identify required information responding to questions as required using active listening techniques to confirm understanding.

At the end of the meeting, you will need to action at least one of the ideas to make improvements, or if you have made improvements already as you are being co-assessed then you can reflect on this and discuss what you did do. Complete Sections A, B and C of your Student Logbook.

Plan and organise workflow.

Select a service period from a previous unit where you were required to complete planning documents such as workflow, mise en place and food preparation lists to ensure that the kitchen meets service levels, or rostering documentation. Explain the process that you used to assess current workloads, schedule and delegate work to maximise efficacy and customer service. You will also report on how you assisted your team to prioritise their workload. Use the Planning and Organising Workflow template that has been provided. This will be completed in a reflective manner for a previous unit you have completed or if you are being co-assessed with a practical unit then you will complete this as part of the assessment requirements for both units.

Complete Section D of your Student Logbook and include the planning documents you completed as part of a previous assessment as supporting evidence.

Monitoring and supporting team members.

Look for a situation where you monitored team and individual performance against agreed goals and objectives. (Hint: The workflow planning that you completed above may fulfill this requirement). You will report on the strategies that you used to monitor performance, the information that you shared, the collaboration that you undertook and feedback that you provided. This will also include a coaching session you need to conduct based on the case study below. Start working on Section E of your Student Logbook and complete the coaching plan prior to the conducting the case study coaching session below.

	Case study You have identified from assessing the current staff workloads and workflow and progress against agreed objectives that one of the Sous Chefs requires coaching on the new technology that has implemented recently. You need to choose a technology that can be coached in the classroom. The Sous Chef is not using the new technology that makes the operations more efficient.
	This coaching session will take place at your workstation. The objective of the meeting is for you to coach the Sous Chef how to use the new technology implemented and go through the coaching plan you must complete Your assessor will role play the Sous Chef. This coaching session will run for approximately 15 minutes. Demonstrate how to do this yourself, following the procedure (steps) created in the coaching plan. Describe how and why you complete each step. Ask the Sous Chef to demonstrate to you that they can do this. Coach them through the process as necessary. As part of the coaching component of this activity, you are required to demonstrate effective communication skills including: speaking clearly and concisely using non-verbal communication to assist with understanding asking questions to identify required information responding to questions as required using active listening techniques to confirm understanding providing supportive feedback.
	Complete Section E of your Student Logbook.

Problem solving.

Think about, or look for, a situation where you have had to identify and analyse a workplace problem from an operational and a customer service perspective. Perhaps meals have been held up, did not meet special requirements or did not meet quality standards. You will report on the short-term actions that you put in place to resolve the immediate issue. You will also report on the longer-term strategies that you initiated to ensure that the problem did not recur. How did you work with your colleagues? How did you monitor the success of the solution?

Complete Section F of your Student Logbook and include the planning documents you completed as part of a previous as supporting evidence.

 

Contingency planning.

As part of monitoring work operations, you are required to create a contingency plan. Assume that you have identified that the following issues or workplace problems that require a contingency plan: delays or time difficulties in producing meals difficult customer service situations equipment breakdowns or technical failure the absence of a team member or team members team member performance issues failure of procedure or process. You are to report on the potential impacts if the issues occurred and a contingency plan that could be used to minimise or remove the impact. You also need to consider using team members to participate in solutions and how you include them as well as monitoring of the contingencies. Complete Section G in your Student Logbook.

Organisational records.

Select a service period that you were the team leader for and complete a performance report and a staff record. You will base this off your classmates who acted as team members. You will report on the goals for the service, level of achievement at the end of service and any comments such as incidents, areas for improvements, if staff required extra training. You will also report on each staff member and their set goals, level of achievement at the end of service and any comments.

Complete Section H in your Student Logbook.

Submit documents to your assessor.

Finalise your Student Logbook. Ensure that all documents are clear and complete. It should include the following completed documents: Section A: Improving Workplace Operations Section B: Innovation Section C: Sustainability Section D: Planning and Organising Workflow Section E: Monitoring and Supporting Team Section F: Problem Solving Section G: Contingency Planning Section H: Organisational Records. Submit the completed Student Logbook to your assessor.

 

Assessment Task 2: Checklist

Student’s name:
Did the student provide a sufficient and completed logbook that covers all of the following?	Completed successfully?		Comments
	Yes	No
Did the student monitor efficiency and service levels through close contact with day-to-day operations?
Ensure workplace operations support overall organisational goals?
Ensure workplace operations support quality assurance initiatives?
Identify quality problems and issues?
Make appropriate adjustments to procedures and systems in response to identified quality problems and issues, with relevant approvals?
Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations?
Provide feedback to colleagues and management to inform future planning?
Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation?
Assess and respond to opportunities to improve sustainability of day-to-day operations?
Assess current workloads?
Schedule work to maximise efficiency?
Schedule work to maximise customer service quality within budget constraints?
Plan and organise workflow for a team activity that takes into account given contingencies (delays, customer service difficulties, equipment breakdown, staffing level/skill profile, staff performance, and procedural requirements)?
Delegate work according to principles of delegation?
Assess workflow and progress against agreed objectives and timelines?
Assist colleagues in prioritising workload through supportive feedback and coaching?
Provide timely input to appropriate management regarding staffing needs?
Monitor team and individual performance against agreed goals and objectives?
Proactively share information, knowledge and experiences with team members?
Challenge and test ideas within the team in a positive and collaborative way?
Provide feedback, coaching and support to team members?
Complete and submit organisation records as required?
Identify and analyse workplace problems from an operational and customer service perspective?
Initiate short-term actions to resolve immediate problems where appropriate?
Analyse problems for long-term impact?
Assess and action potential solutions to problems in consultation with relevant colleagues?
Encourage individual participation in problem-solving?
Take follow-up action to monitor effectiveness of solutions?
Task outcome:	Satisfactory			Not satisfactory
Assessor signature:
Assessor name:
Date: