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SITXMGT001 Monitor work operations

SITXMGT001 Monitor work operations

Learner Assessment Pack

V2.2 July 2019

Question 1: Stages for Monitoring work operations

Determining aspects that adversely affect work performance and developing a suitable strategy for addressing prevailing problems

Comparing projected and actual performance on a daily basis

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

Question 2: A weekly monitoring of staff’s performance is suitable because it allows sufficient time for collection of adequate data for accurate evaluations.

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.

Question 4: 3 ways to identify quality problems in service include the following:

The use of Cause and Effect Diagrams to track and trace origin of problems

Conducting SWOT analysis to determine the firm’s strengths, weaknesses, opportunities and threats, thus revealing areas of laxity that significantly influence service quality

Conducting regular customer surveys and reviewing their feedback to understand their levels of satisfaction or dissatisfaction and reasons behind them

Question 5: Processes for resolving quality issues in the hospitality industry include the following

Performance assessment and evaluation

Conducting job rotation

Using mentorship and coaching

Motivating employees and providing all the necessary resources

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.

Question 7: 3 ways to spot present and emerging trends in the hospitality industry entail the following

Market research

Expanding networks to gain insightful information about current and emerging trends

Use relevant tools such as the internet and search engines like Google and social media, for instance Twitter

Question 8: Sustainability considerations

Relationship between operational efficiency and financial sustainability is a strive to ensure that suitable and efficient processes that attract continued income are embraced

Ways of minimizing waste in an operation or process are strategies for ensuring maximum utilization of available resources

Social responsibilities of the operation is a focus on ensuring support and protection of local communities

Question 9: Logical, well defined workflow

Helps in developing and aligning workforce in a suitable direction to increase chances of realizing business objectives and goals

Facilitates better monitoring, analysis, evaluation and improvement of work processes

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

Question 10: benefits of efficient and effective workflow

Promotes timely identification and resolution of problems

Facilitates timely and successful accomplishment of all relevant tasks

Ensures maximum utilization of available resources and time while discouraging confusions

Question 11: Job delegation process

Determining and assigning a suitable person the job

Confirming that the person understands the job, is committed and ready to handle the job

Monitoring and evaluating progress as well as providing necessary advice and assistance

Question 12: Developing a Gantt chart

Develop appropriate timelines to ensure proper allocation of sufficient time for every task

Acquire all vital data and information

Develop adequate understanding of work breakdown in the firm

Question 13: Functions of coaches and mentors

Acting as motivators for workforce to encourage them in exploring and maximizing their skills, knowledge and capabilities

Provide assistance and advice where necessary for better job performance

Instruct and guide workers in the right and appropriate strategies for accomplishing their jobs and developing their careers

Question 14: Providing guidance and feedback to staff is done through

Conducting performance appraisals and providing final evaluations

Conduction one-on-one rather than public conversations and discussions with employees

Being a good listener by allowing staff some time to express their concerns, opinions and desires

Question 15: Impact of implementing new workflow

A need to develop and motivate staff to adopt new roles

A change in job description, hence the change in necessary resources and time

Question 16: Aspects of staff behavior/productivity to monitor

Productivity levels

Their degree of satisfaction or dissatisfaction on their job

Their interpersonal and communication skills

Employees’ need for recognition and appreciation

Their perception and conducts in teamwork

Question 17: Signs of performance problems

Poor quality of products and services

Decline in performance of employees

Low engagement, poor motivation and loss of moral among staff

Rise in the rate of absenteeism

High-employee turnover

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.

Question 19: To ensure effective brainstorming

Do not limit ideas

Encourage visualization of ideas

Remaining focused on the chosen topic

Question 20: Workplace records and documents

Minutes on meetings

Financial records

Personal data and information about current employees

Question 21: Customer service problems

Delayed services

Lack of communication courtesy and etiquette

Rude and unprofessional conducts

Inadequacy of vital skills and knowledge

Failure to adhere to company promises

Question 22: Management issues

Poor communication

Poor interpersonal and teamwork skills

Unmotivated employees

Poor staff performance

Absenteeism

Question 23: No record of booking

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.

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.

Question 25: Involving staff in decision making allows an organization to determine and embrace the most suitable operating processes and effective problem-solving techniques.

Question 26: Encouraging personal problem-solving

What could be the cause of this problem?

How could you like the problem to be addressed?

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.

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.

Question 29: Detailed procedures and adequate information on health and safety practices should be readily available.

Question 30:

Waiter Welcomes and serves restaurant quests, maintain a clean and orderly restaurant

Stores clerk Receives, stores and issues raw materials to be used in the hotel

Guest Relations Manager Welcomes hotel guests, ensure their wellbeing, address their issues and challenges and offer necessary advise

Front Desk Manager Manages operations of the reception to ensure proper bookings, check-ins and check-outs of guests

Question 31: Principles of time management

Prioritize activities on basis of logical sequence, urgency, value and other relevant aspects

Concentrate and commit all efforts and energy on current tasks

Determine, develop and focus on your goals

Manage your energy to remain efficient throughout work hours

SITXFIN003 Manage Finances within a Budget

SITXFIN003 Manage Finances within a Budget

Learner Assessment Pack

V3.1_June 2019

Q1. 8 kinds of financial records include the following:

Stock records

Tax invoices and related tax records

Details of every contract

Debtor’s records

Creditor’s records

Banking records

Cash book records

General account books

Q2. All registered companies operating in Australia must file Business Activity Statements (BAS). Accordingly, BAS contains various tax details which entail luxury car tax (LCT), wine equalization Tax (WET), fringe benefits tax (FBT), pay as you go installments (PAYGI), pay as you go withholding (PAYGW) and goods and services tax (GST).

Q3.

Cash flow budget A summarized presentation of how cash flows in and out of a business at a specific duration

Capital expenditure budget Capital expenditure budget express long-term capital requirements and purchase approach for an organization

Sales budget Presents attainable or anticipated sales over a particular period

Procedures that should be followed when collecting data to inform budgets Engaging other employees to determine needs and adjustments in revenues and expenditure priorities

Actual collection of vital ideas and data from different cost centers

Developing and presenting a draft budget to encourage feedback from concerned persons

Discussing with relevant persons and informing them about resource allocation strategies

Finalizing the budget by informing colleagues on eventual decisions

Q4.

Wage budget is a projected expenditure that an organization would utilize to pay hourly employees.

Purchasing budgets are projections on the type, quantity and costs of inventory that a firm needs to acquire during a given duration.

Events budgets are forecasts on expenditures and income that an organization would realize while handling specific events.

Project budgets are estimations of expenditures for acquiring necessary resources and accomplishing relevant processes to attain particular goals and objectives while handling specific projects over specified periods.

Q5.

Cashflow Cash flow is the net value of money that move in and out of a business at a given period

Occupancy Rate Occupancy rate is a KPIS which shows the ratio of used or rented business space to the total size of available space over a period of time

Sales Performance Sales performance is the evaluation of actual sales against projected sales goals during a particular period

Variance in income/expenditure This is the difference in projected and actual income/expenditure that a business realizes while handling a given activity

Expenditure Expenditure is the value of money that is spent to accomplish a given business activity

Cover Cover is the amount of resources available to ensure effective operation of a business over a given duration

Stock levels Stock levels are available quantities of raw materials that a business keeps

Wastage Wastage is the value of loss that a business realizes through unfavorable acts such as inefficiencies, destruction, expiry or decay of resources/ raw materials

Q6. The main reason for preparing a draft budget is to gain rough and informative details that would inform proper development of a final budget. Accordingly, draft budgets attract varied benefits such as disclosure of previously unconsidered or hidden elements and provide a basis for refining initial plans to ensure development of an effective final budget.

Q7. When analyzing budget results, projected expenditure and income should be compared with actual income and expenditure.

Q8. 3 things to include in a budget report entail the following:

Net worth of the business

Revenue

Expenses

Q9. Components of an operating budget include

Revenue

Fixed costs

Variable costs

Non-operating expenses

Non-cash expenses

Q10.

Variance Variance is the difference between projected and actual revenue or expenditure

Projected/forecasted figure This is the desired and expected value

Actual figure Actual figure is the eventual outcome upon execution of a business activity

Budgeted figure Budgeted figure is the figure that a business plans to achieve using available resources

Q11. It is essential for staff to understand a budget and related targets to remain focused and motivated towards realizing goals and objectives of their firm. Informed workers would understand the importance of prioritizing certain processes while striving to improve their competence and skills for better performance and efficiency by comparing actual versus projected outcomes.

Q12. It is essential to critically analyze income and expenditure when reviewing and updating a budget. For instance, actual expenditure used in preparing hotel rooms should be compared with budgeted expenditure to determine if there is variance. Moreover, actual income from the sale of food and beverages could be compared with sales budget.

Situational Reaction

Situational Reaction

Abstract

This essay gives description on how one would respond to different scenario situations that require element of thought for proper judgement. It goes further to recommend on the use of intellectual standards and correct reasoning for critical thinking. The essay also gives the description of different scenario situations where reasoning is applied and the response specified on each case.

Introduction

Situational reactions are the immediate responses that a person makes in dilemma situations. Sound decisions in these kinds of situations can be reached by reasoning that is of intelligence.

Elements of reasoning are the important dimensions that every human being has to embrace for one to upgrade their thinking capacity. They include thinking by purpose, thinking to figure out something or solve problematic situations. thinking that is assumption based, thinking done from a point of view, thinking that is centred on data, info or evidence and thinking that is articulated and shaped by concepts and thoughts.

Intellectual standards are the features that define the value of good reasoning. They are clarity, breadth, accuracy, logic, relevance, depth, fairness, significance, precision and accuracy, (Paul & Elder, 2010).

Discussion

Scenario A

In scenario A situation, I would go by the order of the commander. The reason is because the government of the foreign country would get us as captives if found guilty of the killings as this would be the best way for vengeance. The friendly ties would be broken causing hatred that would someday cause disputes or upheavals between the two nations.

It is unethical to lie but to uphold the good international relations that led to the deployment, disguise is important. The reasoning in this case is by purpose. The usefulness of making the situation look like the innocent people were the ones who fired first is to help reduce suspicion and uphold professionalism in the job.

Scenario B

I would advise my partner not to take the marijuana as a medicine for his wife. The reason is because, if my wife’s partner does not get improve after its usage, she would be forced to seek medical attention from health providing institutions. If found out to be under the influence of bhang, she would have cases to answer. She would provide information of who the supplier was, where she bought it and how it got to her house. This would involve her husband who if found guilty would lose his job and serve a jail term in prison.

The response is from a point of view where the advantages of using marijuana are weighed with the disadvantages. The bhang would cause more harm to the family than benefits. This is because my partner has unsupported evidence of using marijuana for medicinal purpose. From the law bhang is a prohibited drug and imprisonment is inevitable if one is found in possession or under its influence.

Scenario C

I would assist my child in their assignment. I would not allow for a copy pasted work but I would teach the kid how to do it using my work as the template. This is because the child would not miss that level and it would be an added advantage having learnt early. To me as a parent the four year scholarship would save the huge amount of fees that I would otherwise take care of.

A single assignment would not corrupt the mind and using the art of teaching I would instil knowledge and expertise in the child. This response is based on logical thinking which falls under the universal intellectual standards that are relevant in most situations. The element of assumption is also applicable where the parent assumes that the decision they are making is of benefit and would cause less harm to the kid.

Conclusion

Situational reactions are circumstances when critical thinking is required. Achieving quality reasoning requires incorporation of elements of thinking together with intellectual standard. Responses at different situations need critical thinkers to cover up events that would lead to future difficulties if decided wrongly.

Shoddy rational is costly and determines the quality of our thinking. Our minds alone lead to distorted judgement in situational reactions. For quality response in these circumstances a well-developed mind is what every person requires, (Critical thinking, 2013).

References

BIBLIOGRAPHY l 1033 Critical thinking. (2013). Elements and Standards Learning Tool available at

http://www.criticalthinking.org/pages/elements-and-standards-learning-tool/783

Retrieved on 13th November 2013

Paul & Elder. (2010). The Elements of Reasoning and the Intellectual Standards available at

http://www.criticalthinking.org/pages/the-elements-of-reasoning-and-the-intellectual-standards/480 retrieved on 13th November 2013.

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