Monitor work operations | My Assignment Tutor

Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 1LEARNER WORKBOOKSITXMGT001Monitor work operationsSIT40516 Certificate IV in Commercial CookeryStudent ID: _________________________________________________Student Name: _________________________________________________Assessor Name: ________________________________________________Student Signature:______________________ Date:_____ / _____ / ________ OFFICE USE ONLYReceived by –Date:Assessment Attempt❑ Initial Attempt❑ Second Attempt / ReassessmentCompletion Status❑Complete❑IncompleteRESULTS❑COMPETENT❑NOT YET COMPETENTCompletion Date:Assessed by: Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 2Unit Assessment Pack (UAP) – Cover SheetStudent and Trainer/Assessor Details Student IDStudent nameContact numberEmail addressTrainer/Assessor name Course and Unit Details Course codeCourse nameUnit codeSITXMGT001Unit nameMonitor work operations Assessment Submission Method ☐ By hand to trainer/assessor☐ By email totrainer/assessor☐ Online submission via LearningManagement System (LMS)☐ By Australia Post to RTO☐ Any other method_________________________________________________(Please mention here) Student Declaration • I certify that the work submitted for this assessment pack is my own. I have clearlyreferenced any sources used in my submission. I understand that a false declaration is aform of malpractice;• I have kept a copy of this assessment pack and all relevant notes, attachments, andreference material that I used in the production of the assessment pack;• For the purposes of assessment, I give the trainer/assessor of this assessment thepermission to:o Reproduce this assessment and provide a copy to another member of staff; ando Take steps to authenticate the assessment, including communicating a copy of thisassessment to a checking service (which may retain a copy of the assessment on itsdatabase for future plagiarism checking).Student signature: ________________________________Date: ____/_____/______________ Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 3Assessment PlanTo demonstrate competence in this unit, you must be assessed as satisfactory in each of the followingassessment tasks. Evidence recordedEvidence Type/ Method of assessmentSufficient evidencerecorded/OutcomeUnit Assessment Task 1Unit Knowledge Test (UKT)S / NS (First Attempt)S / NS (Second Attempt)Unit Assessment Task 2Unit Prject (UP)S / NS (First Attempt)S / NS (Second Attempt)Final resultC/NYCDate assessedTrainer/AssessorSignature Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 4Assessment Conditions Unit purpose/application This unit describes the performance outcomes, skills and knowledge required to oversee and monitorthe quality of day-to-day work. It requires the ability to communicate effectively with team members,plan and organise operational functions, and solve problems.The unit applies to all industry sectors, and to individuals operating at a team leading, supervisory orfrontline management level.No occupational licensing, certification or specific legislative requirements apply to this unit at thetime of publication. What the student can expect to learn by studying this unit of competency • Monitor and improve workplace operations.• Plan and organise workflow.• Monitor and support team members.• Solve problems and make decisions. Training and assessment resources required for this unit of competency The student will have access to the following:• Learner guide• PowerPoint presentation• Unit Assessment Pack (UAP)• Access to other learning materials such as textbooksThe resources required for these assessment tasks also include:• Access to a computer, the Internet and word-processing system such as MS Word.• Business related environment area, this can be a:o Real industry workplaceo Simulated industry environment• Codes of practice and standards issued by government regulators or industry groups. Submission instructions Your trainer/assessor will confirm assessment submission details for each assessment task. Academic integrity, plagiarism and collusion Academic IntegrityAcademic Integrity is about the honest presentation of your academic work. It means acknowledgingthe work of others while developing your own insights, knowledge and ideas.As a student, you are required to:• Undertake studies and research responsibly and with honesty and integrity• Ensure that academic work is in no way falsified• Seek permission to use the work of others, where requiredAustralian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 5• Acknowledge the work of others appropriately• Take reasonable steps to ensure other students cannot copy or misuse your work.PlagiarismPlagiarism means to take and use another person’s ideas and or manner of expressing them and topass them off as your own by failing to give appropriate acknowledgement. This includes materialsourced from the internet, RTO staff, other students, and from published and unpublished work.Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used, whichincludes:• Paraphrasing and presenting work or ideas without a reference• Copying work either in whole or in part• Presenting designs, codes or images as your own work• Using phrases and passages verbatim without quotation marks or referencing the author orweb page• Reproducing lecture notes without proper acknowledgement.CollusionCollusion means unauthorised collaboration on assessable work (written, oral or practical) with otherpeople. This occurs when a student presents group work as their own or as the work of someone else.Collusion may be with another RTO student or with individuals or students external to the RTO. Thisapplies to work assessed by any educational and training body in Australia or overseas.Collusion occurs when you work without the authorisation of the teaching staff to:• Work with one or more people to prepare and produce work• Allow others to copy your work or share your answer to an assessment task• Allow someone else to write or edit your work (without rto approval)• Write or edit work for another student• Offer to complete work or seek payment for completing academic work for other students.Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion andacademic misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarismand collusion.Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students whoengage in plagiarism and collusion as outlined in RTO’s policy.Proven involvement in plagiarism or collusion may be recorded on students’ academic file and couldlead to disciplinary action Other Important unit specific Information N/A Unit outcome • This unit is not graded and the student must complete and submit all requirements for theassessment task for this cluster or unit of competency to be deemed competent.• Students will receive a ‘satisfactorily completed’ (S) or ‘not yet satisfactorily completed (NS)result for each individual unit assessment task (UAT).• Final unit result will be recorded as competency achieved/competent (C) or competency notyet achieved/not yet competent (NYC).Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 6 Prerequisite/s Nil Co-requisite/s Nil Foundation Skills The Foundation Skills describe those required skills (learning, oral communication, reading, writing,numeracy, digital technology and employment skills) that are essential to performance. Foundation skillsessential to performance are explicit in the performance criteria of this unit of competency. Relevant Legislation • Australian Human Rights Commission Act 1986• Age Discrimination Act 2004• Disability Discrimination Act 1992• Racial Discrimination Act 1975• Sex Discrimination Act 1984• Code of ethics and codes of conduct• Ethical Principles in the Workplace• Codes of practice• The Privacy Act 1988 (Privacy Act) and Australian Privacy Principles (APPs)• Occupational Health and Safety Act 2004• Work Health and Safety Act 2011 Principles of assessment and rules of evidence All assessment tasks will ensure that the principles of assessment and rules of evidence are adheredto.The principles of assessment are that assessment must be valid, fair, flexible, reliable and consistent.The rules of evidence state that evidence must be sufficient, valid, current and authentic. AQF Level AQF levels and the AQF levels criteria are an indication of the relative complexity and/or depth ofachievement and the autonomy required to demonstrate that achievement.All assessment tasks must ensure compliance with the requirements of AQF level and the AQF levelcriteria. For more information, please visit http://www.aqf.edu.au/ Further Information For further information about this unit go to https://training.gov.au/Training/Details/SITXMGT001Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 7Additional Information• This information will be managed by the provisions of the Privacy Act and the Freedom ofInformation Act.)• Students are required to satisfactorily complete and submit all assessment tasks thatcontribute to the assessment for a unit.• Students will be provided with one more attempt to complete this Unit assessment pack(UAP) if trainer/assessor deems them not satisfactorily completed (NS) in any Unitassessment task (UAT).• Unit Pre-Assessment Checklist (UPAC) will be reviewed by the trainer/assessor to ensurethe student is ready for the assessment.• Feedback regarding this Unit Assessment Pack (UAP) can be emailed to the compliance andquality assurance department/administration department in your RTO for continuouslyimproving our assessment and student resources.Feedback to studentFeedback on students’ assessment performance is a vital element in their learning. Its purpose is tojustify to students how their competency was assessed, as well as to identify and reward specificqualities in their work, to recommend aspects needing improvement, and to guide students on whatsteps to take.Feedback defines for students what their trainer/assessor thinks is important for a topic or a subject.At its best, feedback should:• Be provided for each Unit Assessment Task (UAT)• Guide students to adapt and adjust their learning strategies• Guide trainers/assessors to adapt and adjust teaching to accommodate students’ learningneeds• Be a pivotal feature of learning and assessment design, not an add-on ritual• Focus on course and unit learning outcomes• Guide students to become independent and self-reflective learners and their own critics• Acknowledge the developmental nature of learning.If students have not received proper feedback, they must speak to compliance and quality assurancedepartment/administration department in the RTO/person responsible for looking after the qualityand compliance services of the RTO.For more information, please refer to RTO Student Handbook.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 8Unit Pre-Assessment Checklist (UPAC)UAT 1 – Unit Knowledge Test (UKT)Purpose of the checklistThe pre-assessment checklist helps students determine if they are ready for assessment. Thetrainer/assessor must review the checklist with the student before the student attempts theassessment task. If any items of the checklist are incomplete or not clear to the student, thetrainer/assessor must provide relevant information to the student to ensure they understand therequirements of the assessment task. The student must ensure they are ready for the assessment taskbefore undertaking it.Section 1: Information for Students• Please make sure you have completed the necessary prior learning before attempting thisassessment.• Please make sure your trainer/assessor clearly explained the assessment process and tasks tobe completed.• Please make sure you understand what evidence is required to be collected and how.• Please make sure you know your rights and the Complaints and Appeal process.• Please make sure you discuss any special needs or reasonable adjustments to be consideredduring the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiatethese with your trainer/assessor).• Please make sure that you have access to a computer and the internet (if you prefer to typethe answers).• Please ensure that you have all the required resources needed to complete this UnitAssessment Task (UAT).• Due date of this assessment task is according to your timetable.• In exceptional (compelling and compassionate) circumstances, an extension to submit anassessment can be granted by the trainer/assessor.• Evidence of the compelling and compassionate circumstances must be provided together withyour request for an extension to submit your assessment work.• Request for an extension to submit your assessment work must be made before the due dateof this assessment task.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 9Unit Assessment Task (UAT)Assessment Task 1 – Unit Knowledge Test (UKT)Assessment type:• Written QuestionsAssessment task description:• This is the first (1) unit assessment task you have to successfully complete to be deemedcompetent in this unit of competency.• The Unit Knowledge Test is comprised of twenty-four (24) written questions• You must respond to all questions and submit them to your Trainer/Assessor.• You must answer all questions to the required level, e.g. provide the number of points, to bedeemed satisfactory in this task• You will receive your feedback within two weeks – you will be notified by your Trainer/Assessorwhen results are available.Applicable conditions:• All knowledge tests are untimed and are conducted as open book tests (this means you areable to refer to your textbook during the test).• You must read and respond to all questions.• You may handwrite/use computers to answer the questions.• You must complete the task independently.• No marks or grades are allocated for this assessment task. The outcome of the task will beSatisfactory or Not Satisfactory.• As you complete this assessment task you are predominately demonstrating your written skillsand knowledge to your trainer/assessor.• The trainer/assessor may ask you relevant questions on this assessment task to ensure thatthis is your own work.Resubmissions and reattempts:• Where a student’s answers are deemed not satisfactory after the first attempt a resubmissionattempt will be allowed.• You must speak to your Trainer/Assessor if you have any difficulty in completing this task andrequire reasonable adjustments (e.g. can be given as an oral assessment)• For more information, please refer to your RTO Student Handbook.Location:• This assessment task may be completed in a learning management system (i.e. Moodle) orindependent learning environment.• Your trainer/assessor will provide you further information regarding the location forcompleting this assessment task.Instructions for answering written questions:• Complete a written assessment consisting of a series of questions.• You will be required to correctly answer all the questions.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 10• Do not start answering questions without understanding what is required from you. Read thequestions carefully and critically analyse them for a few seconds, this will help you to identifywhat is really needed.• Your answers must demonstrate an understanding and application of relevant concepts,critical thinking, and good writing skills.• Be concise to the point and write answers according to the given word-limit to each questionand do not provide irrelevant information. Be careful, quantity is not quality.• Be careful to use non-discriminatory language. The language used should not devalue,demean, or exclude individuals or groups on the basis of attributes such as gender, disability,culture, race, religion, sexual preference or age. Gender inclusive language should be used.• When you quote, paraphrase, summarise or copy information from the sources you are usingto write your answers/research your work, you must always acknowledge the source.How your trainer/assessor will assess your work?• This assessment task requires the student to answer all the questions.• Answers must demonstrate the student’s understanding and knowledge of the unit.• If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C).• If at least one of the assessment task is deemed Not Satisfactory (NS), then the unit outcomeis Not Yet Competent (NYC).• Once all assessment tasks allocated to this Unit of Competency have been undertaken,trainer/assessor will complete an Assessment plan to record the unit outcome. The outcomewill be either Competent (C) or Not Yet Competent (NYC).• The “Assessment Plan” is available with the Unit Assessment Pack (UAP) – Cover Sheet.Purpose of the assessment task:This assessment task is designed to evaluate your following knowledge:• Knowledge to monitor the efficiency and service levels by communicating with personnel andimprove workplace operations to ensure organisational objectives are met.• Knowledge to recognise the issues and problems in operations and make appropriateadjustments to systems.• Knowledge to provide supportive feedback to underperformance employees.• Knowledge to to assess current and emerging industry trends and practices for relevance toown work situation.• Knowledge to plan the working related schedules and delegation techniques and organiseworkflow according to objectives and timelines.• Knowledge to monitor the individual and team performance against the agreed goals andobjectives and support team members with coaching and supportive feedback.• Knowledge to recognise the workplace problems and issues from operations and customerservice and solve them with appropriate techniques and methods.• Knowledge to encourage the team members to participate the group activities and solve theproblems by taking suggestions and help from them.• Problem solving knowledge to anticipate and respond to unpredictable operational problemsand situations at a frontline management level.• Planning and organising knowledge to coordinate multiple and potentially competingoperational priorities• Knowledge to complete organisational records for work operations or activities.• Knowledge to answer the questions asked by the audience/trainer and assessor.• Knowledge to proactively share information, knowledge and experiences with team members.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 11Assessment Task 1 – Unit Knowledge Test (UKT)Instructions:• This is an individual assessment.• The purpose of this assessment task is to assess the students’ knowledge essential to monitorwork operations in a range of contexts and industry settings.• To make full and satisfactory responses you should consult a range of learning resources,other information such as handouts and textbooks, learners’ resources and slides.• All questions must be answered in order to gain competency for this assessment.Question 1: Discuss four (4) core organisation and planning methods used in management of arestaurant. Answer in 100-150 words.Question2: What are the roles and responsibilities of good leadership and management in hospitalitywhich also apply in any organisation? Write your answer in 100-150 words.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 12Question3: List and explain any six (6) operational functions that are performed in the hospitalityindustry. Write your answer in 100-150 words.Question 4: What is quality assurance and how is quality assurance managed and implemented in theworkplace? Write your answer in 100-150 words.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 13Question 5: As a frontline operational manager in the hospitality industry you must ensure that thedaily practices include a focus on sustainability (financial, environmental and social). Explain how thefollowing three (3) sustainability considerations affect a business. Answer in 100-150 words.• The relationship between operational efficiency and financial sustainability• Ways of minimising waste in the relevant work context and the benefits to the business• The social responsibilities of the operationQuestion 6: In the hospitality industry, it is necessary that managers and supervisors understand theindustrial or legislative issues that affect short-term work organisation. Identify at least ten (10) ofthese issues that managers must be aware of.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 14Question 7: Discuss time management principles and their application to leaders and managers inorder to plan own and others’ work. Answer in 100-150 words.Question 8:Q8.a: Outline seven (7) workplace problems from an operational and customer service perspectivethat you need to identify and analyse.Q8.b: Outline seven (7) short-term actions to resolve immediate problems in the workplace.Q8.c: Discuss the methods to identify problems for long-term impact and appropriate solutions orsuggestions for reducing these problems. Write your answer in 100-150 words.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 15Question 9: Discuss the methods to monitor efficiency and service levels through close contact withothers in the day to day operations in the workplace. Answer in 100-150 words.Question 10: Identify five (5) principles for effective delegation. Explain why you should refrain frominterfering once you have delegated a task to a worker. Answer in 50-100 words.Question 11: Discuss the methods used to take follow up actions in order to monitor the effectivenessof solutions. Write your answer in 100-150 words.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 16Question 12: A team member raises a problem at work. What techniques can you use to involve andencourage the individual to use problem-solving strategies? Give eight (8) examples.Question 13:Q13.a: Discuss five strategies or agenda items that you should be including when managing aconsultation process or meeting with your staff to discuss different ways to improve operationalefficiency and service levels. Write your answer in 100-150 words.Q13.b: Outline three (3) strategies that you may use for providing information to colleagues andmanagement to support future planning.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 17Question 14: Outline (10) organisational records that you need to complete and submit within a giventime period in a hospitality business which includes a restaurant, bar and gaming.Question 15:Q15.a: Managers in all industries need to keep up to date with an everchanging business environment.Explain why this is important and give four (4) examples of strategies managers can use to keep theirknowledge up-to-date and to evaluate current and emerging industry trends and practices that haverelevance to their work situation. Answer in 100-150 words.Q15.b: After collecting knowledge and information from different channels what are the steps thatyou need to take to improve the long-term sustainability of the business in its day to day operations?Answer in 100-150 words.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 18Question 16: You have established that there is a need for additional staff on a particular weekday.Explain five (5) strategies you will use when you communicate this message to management?Question 17: Outline four (4) ways of how you can assess the work that needs to be scheduled,determine the appropriate workload for each staff member, whilst maximising efficiency andcustomer service quality within your budget constraints.Question 18: In the hospitality industry, where the day to day work can be quite stressful, goodmanagers provide feedback, coach and provide support to their team members. Explain what thismeans. Answer in 50-100 words.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 19Question 19: Give examples of three (3) strategies hospitality managers can use to assess workflowand progress against agreed objectives and timelines.Question 20: Write down any four (4) methods used to monitor the performance of a team or anindividual against agreed goals and objectives.Question 21:21a/ Outline seven (7) steps in a problem-solving process applicable to workplace issues. Explain thebenefits of using this process21b/ Outline seven (7) steps in a decision-making process applicable to workplace issues. Explain thebenefits of using this process.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 20Question 22: In the table below, explain how you will monitor and respond to the problem areas whenthey occur during operations. PROBLEM AREAMONITORING AND RESPONSEDelays and time difficultiesDifficult customer servicesituationsEquipment breakdown andtechnical difficultiesStaffing levels and skill profilesRostering requirementsStaff performance Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 21Question 23: List six (6) systems and procedures that support work operations.Question 24: Discuss an appropriate method to challenge and test ideas of team members in anorganisation in a positive and collaborative way. Answer in 50-100 words.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 22Unit Assessment Result Sheet (UARS)Assessment Task 1 – Unit Knowledge Test (UKT)Student and Trainer/Assessor Details Unit codeSITXMGT001Unit nameMonitor work operationsOutcome of UnitAssessment Task (UAT)First attempt:Outcome (please make sure to tick the correct checkbox):Satisfactory (S) ☐ or Not Satisfactory (NS) ☐Date: _______(day)/ _______(month)/ ____________(year)Second attempt:Outcome (please make sure to tick the correct checkbox):Satisfactory (S) ☐ or Not Satisfactory (NS) ☐Date: _______(day)/ _______(month)/ ____________(year)Feedback to StudentFirst attempt:Second attempt: Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 23 Student Declaration• I declare that the answers I have provided are my own work.Where I have accessed information from other sources, I haveprovided references and or links to my sources.• I have kept a copy of all relevant notes and reference materialthat I used as part of my submission.• I have provided references for all sources where theinformation is not my own. I understand the consequences offalsifying documentation and plagiarism. I understand how theassessment is structured. I accept that all work I submit mustbe verifiable as my own.• I understand that if I disagree with the assessment outcome, Ican appeal the assessment process, and either re-submitadditional evidence undertake gap training and or have mysubmission re-assessed.• All appeal options have been explained to me.Student SignatureDateTrainer/Assessor NameTrainer/AssessorDeclarationI hold: Vocational competencies at least to the level being delivered Current relevant industry skills Current knowledge and skills in VET, and undertake Ongoing professional development in VETI declare that I have conducted an assessment of this candidate’ssubmission. The assessment tasks were deemed current, sufficient,valid and reliable. I declare that I have conducted a fair, valid, reliable,and flexible assessment. I have provided feedback to the above-namedcandidate.Trainer/Assessor SignatureDateOffice Use OnlyOutcome of Assessment has been entered onto the StudentManagement System on _________________ (insert date)by (insert Name) __________________________________ Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 24Unit Pre-Assessment Checklist (UPAC)UAT 2 – Unit Project (UP)Purpose of the checklistThe pre-assessment checklist helps students determine if they are ready for assessment. Thetrainer/assessor must review the checklist with the student before the student attempts theassessment task. If any items of the checklist are incomplete or not clear to the student, thetrainer/assessor must provide relevant information to the student to ensure they understand therequirements of the assessment task. The student must ensure they are ready for the assessment taskbefore undertaking it.Section 1: Information for Students• Please make sure you have completed the necessary prior learning before attempting thisassessment.• Please make sure your trainer/assessor clearly explained the assessment process and tasks tobe completed.• Please make sure you understand what evidence is required to be collected and how.• Please make sure you know your rights and the Complaints and Appeal process.• Please make sure you discuss any special needs or reasonable adjustments to be consideredduring the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiatethese with your trainer/assessor).• Please make sure that you have access to a computer and the internet (if you prefer to typethe answers).• Please ensure that you have all the required resources needed to complete this UnitAssessment Task (UAT).• Due date of this assessment task is according to your timetable.• In exceptional (compelling and compassionate) circumstances, an extension to submit anassessment can be granted by the trainer/assessor.• Evidence of the compelling and compassionate circumstances must be provided together withyour request for an extension to submit your assessment work.• Request for an extension to submit your assessment work must be made before the due dateof this assessment task.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 25Unit Assessment Task (UAT)Assessment Task 2 – Unit Project (UP)Assessment type:• Unit Project (UP) – Communicate effectively with team members, plan and organiseoperational functions, and solve problems.Assessment task description:• This is the second (2) assessment task you have to successfully complete to be deemedcompetent in this unit of competency.• This assessment task requires you to complete a project.• You must communicate effectively with team members, plan and organise operationalfunctions, and solve problems in this assessment task.• You will receive your feedback within two weeks – you will be notified by your trainer/assessorwhen results are available.• You must attempt all activities of the project for your trainer/assessor to assess yourcompetency in this assessment task.Applicable conditions:• This project is untimed and are conducted as open book tests (this means you are able to referto your textbook).• You must read and respond to all criteria of the project.• You may handwrite/use computers to answer the criteria of the project.• You must complete the task independently.• No marks or grades are allocated for this assessment task. The outcome of the task will beSatisfactory or Not Satisfactory.• As you complete this assessment task you are predominately demonstrating your practicalskills, techniques and knowledge to your trainer/assessor.• The trainer/assessor may ask you relevant questions on this assessment task to ensure thatthis is your own work.Resubmissions and reattempts:• Where a student’s answers are deemed not satisfactory after the first attempt, a resubmissionattempt will be allowed.• You must speak to your Trainer/Assessor if you have any difficulty in completing this task andrequire reasonable adjustments• For more information, please refer to your RTO Student Handbook.Location:• This assessment task may be completed in a classroom, learning management system (i.e.Moodle), workplace, or independent learning environment.• Trainer/Assessor will provide student further information regarding the location ofcompleting this assessment task.General Instructions for attempting the project:• You will complete a set of activities to communicate effectively with team members, plan andorganise operational functions, and solve problems.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 26• Instructions to complete the activities are provided in the assessment task.• You will be required to correctly attempt all activities of this assessment task.How your trainer/assessor will assess your work?• This assessment task requires the student to communicate effectively with team members,plan and organise operational functions, and solve problems.• Answers must demonstrate the student’s understanding and skills of the unit.• You will be assessed according to the provided performance checklist/ performance criteria.• Assessment objectives/ measurable learning outcome(s) are attached as performancechecklist/ performance criteria with this assessment task to ensure that you have successfullycompleted and submitted the assessment task.• If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C).• If at least one of the assessment tasks is deemed Not Satisfactory (NS), then the unit outcomeis Not Yet Competent (NYC).• Once all assessment tasks allocated to this Unit of Competency have been undertaken,trainer/assessor will complete an Assessment plan to record the unit outcome. The outcomewill be either Competent (C) or Not Yet Competent (NYC).• The “Assessment Plan” is available with the Unit Assessment Pack (UAP) – Cover Sheet.Purpose of the assessment task:This assessment task is designed to evaluate student’s following skills and abilities:• Skills to assess current workloads, and schedule works to maximise efficiency and customerservice quality within budget constraints.• Skills to monitor efficiency and service levels through close contact with day-to-dayoperations.• Skills to monitor team and individual performance against agreed goals and objectives.• Skills to proactively consult with colleagues about ways to improve efficiency and servicelevels, including potential for new technologies and other innovations• Skills to Identify quality problems and issues and make appropriate adjustments to proceduresand systems, with relevant approvals.• Reading skills to interpret varied and wide-ranging information of an operational nature.• Numeracy skills to develop schedules and timelines for team activities.• Skills to Provide feedback, coaching and support to team members.• Skills to monitor and respond to team-based operational and service issues during the aboveoperation or activity.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 27Assessment Task 2 – Unit ProjectAssessment Instructions• This assessment task requires student to assume/ take on the role of an Operations Manager.• Student must complete the following the following tasks:o Task 1: Plan and organise workflow for the event.▪ Subtask 1.1. Prepare a staff roster for the event▪ Subtask 1.2. Prepare a WHS Hazard identification checklist▪ Subtask 1.3. Assist colleagues in prioritising workload through supportivefeedback and coaching.o Task 2: Monitor and improve workplace operations▪ Subtask 2.1. Resolve complex customer service situations▪ Subtask 2.2. Analyse problems and develop performance management plans▪ Subtask 2.3. Discuss quality problems and issueso Task 3: Implement improvements▪ Subtask 3.1. Prepare performance management policy and procedures• Student must must analyse the information given in the case study to monitor and improveworkplace operations.• Student must plan and organise workflow for team members and effective operations.• Student use the templates provided to document their response.• Time limit to complete the following subtasks:o Subtask 1.3: 10-15 minutes.o Subtask 2.1: 15-20 minutes.o Subtask 2.2: 15-20 minutes.o Subtask 2.3: 10-15 minutes.• Student must solve problems and make decisions for difficult situations to complete this task.• The assessor must assess the performance as per the performance criteria and checklistprovided.• You may attach a separate sheet if required.• You must include the following particulars in the footer section of each page of the attachedsheets:o Student ID or Student Nameo Unit ID or Unit Codeo Course ID or Course Codeo Trainer and assessor nameo Page numbersResources required to complete the assessment task:• Computer• Internet• MS Word• Printer or e-printer• Adobe acrobat/reader• Learning management systemAustralian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 28Task:“Grand Tree resort” is a well-known resort that operates as a private limited corporation with qualityresort’s amenities and facilities to offer. The resort is famous for its quality of social and family events.The resort is rated as 4-star hospitality provider by the Australian Hotel Association. The resortemploys 150-200 staff members. Employee numbers vary based on the seasons.Mission Statement:To provide guests and staff members with enjoyable recreation, a safe environment and memorableexperiences.Vision Statement:To be a top destination for family celebrations and holidays.Key Organisational GoalsThe key organisational goals for the next five years are to:1. Increase the number of sales by 15% over the next 2 years.2. Open new food and beverage outlets at the resort.3. Expand into a larger hotel market.4. Maintain quality service reputation during expansion.5. Attract and retain high quality, experienced staff.6. Ensure all facilities are maintained to world-class standards.7. Provide a unique resort experience for all guests.Services and products:The resort’s core source of income is accommodation. However, the accommodation highly isdependent upon the social and family events and the food and beverage outlets. These both work intandem to raise revenues.Accommodation:There are 120 guest rooms in the resort. Out of the 120 room; 70 are standard, 30 are deluxe and 20and super deluxe.Event capacityThe resort has the capacity to cater to social and family events of up to 250 people.Food and BeverageThe resort has three food and beverage (3) outlets. Each outlet has a separate Manager and anAssitant Manager.Food and beverage outlet 1: Family/ Casual Dining RestaurantThis restaurant generates maximum revenue out of the three (3) outlets. The restaurant has a totalseating of 180 people. The restaurant is open 24 hours and offers breakfast, buffet lunch and dinneralong with the snacks and beverages that are available all day.Food and beverage outlet 2: Bar and light meals LoungeAustralian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 29Bar and light meals lounge opens late evening (7 pm) and runs until late nights. The lounge has animpressive wine list. Along with the wines, it also offers light meals. The management is also planningto introduce a new wood-fired pizza menu. The process is in progress.Furthermore, the management is planning to hold free community events twice a year. This will helpto increase the resort’s reputation and raise awareness of the community spirit. This will be a uniqueselling point in the local marketplace.Food and beverage outlet 3: Coffee BarThe Coffee Bar has a total seating of 60 people indoors and 25 people on the balcony. The barspecialises in different types of coffee, cakes and light snacks.Current management structureThe Operations Manager oversees and monitors the quality of day-to-day work. This include:• Planning and organising workflow for a team operation or activity and managing the followingcontingencies:o delays and time difficultieso difficult customer service situationso equipment breakdown or technical failureo financial resourceso staffing levels and skill profileso rostering requirementso staff performanceo procedural requirementso product development and marketing• Monitoring and responding to team-based operational and service issues during the aboveoperation or activity.• Monitoring and supporting team members.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 30Grand Tree resort’s issues Family/ Casual Dining RestaurantDelays and time difficultiesThe resort has launched the new menus. This has increased sales by 15% and is growing on acontinuous basis. However, with increasing sales, the number of customer complaints have alsoincreased. Most of these complaints have been regarding the service speed and lack of attention.In a recent complaint, a customer has complained that he had to wait for 30 minutes to receive theorder. He further wrote that the waiter looked tired and hassled. Similarly, there are other customercomplaints on the service delivery times as well.Kitchen BrigadeThe Head Chef requested management to recruit one senior Commis Chef two months ago as theworkload due to the increase in sales was unmanageable. This request was declined. With acontinuous increase in sales, this has put the kitchen brigade under huge pressure which is affectingstaff performance. Due to this, the average preparation time is increasing and leading to customercomplaints.Bar and light meal loungeDuring a recent visit the owner presented the business plan to the team outlining how the food andbeverage options at Grand Tree resort would be enhanced by finalising a partnership with a localvineyard and developing the Bar and light meal lounge into a Cellar Door operation that alsospecialised in Wood Fired Pizzas served in the Lounge/Courtyard, offering clients stunning viewsacross the valley.The business plan allows non-profit organisations two days a year to hold events in the Family/Casual Dining Restaurant for community and fund-raising events. There is no cost for the hire of thevenue and pizzas are charged at cost for non-profit organisations on event days. This businessdecision aligns with Grand Tree Resort values of freedom, vitality and community. This will raisecommunity awareness and build a positive reputation for Grand Tree Resort. Work to modify theFamily/Casual Dining Restaurant has begun and will open within 1 month.However, the organisation is concerned about the success of these events. They wants to ensurethat these events along with the resort name are marketed in an effective way.Issues from previous eventAt previous events, incidents occurred in the kitchen that lead to injuries or near misses. Theincidents occurred due the following reasons:• Repetitive manual tasks• Injuries from machinery and equipment• Slips, trips and falls• Burns• Heat stress• Chemicals not stored properlyCustomer Satisfaction performance Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 31 Measure Summary of PerformanceCurrent customer satisfaction level (Reting done on the basisof customer expectations met)75% of customersCustomer referral rate (Based on wheather they will use theservices again or refer other)65% of customersPercentage of customer base lost in the last financial year 5%Customer complaints per customer 0.05%Customer service training issuesAt present, there are no formal processes in place to provide customer service training to the staffmembers. The feedback is provided by the managers to the staff members verbally.This is affecting the quality of customer service. There needs to be a set of training sessions for thestaff members. Management wants to ensure that these issues do not occur in future and especially the communityevent that the resort is hosting next month. They have decided to implement quality assuranceinitiatives. They want the Operations Manager to address the issues above.To address these issues that Operations Manager needs to:• Prepare a staff roster for the event considering the revised organisational guidelines.• Prepare a WHS Hazard identification checklist for the kitchen staff to ensure that no injuriesoccur during the event.• Assist colleagues in prioritising workload.• Prepare marketing strategies for promoting the event.• Increase customer efficiency and service levels.• Monitor team and individual performance.• Monitor and respond to team-based operational and service issues during the aboveoperation or activity.Tasks:You are Operations Manager of “Grand Tree Resort”. You need to complete the following tasks tooversee and monitor the quality of day-to-day work.Task 1: Plan and organise workflow for the event.Scenario:The community event is scheduled in 1 month.Event details:• The event will have a total of 200 people.• The event timings will be from 8:00 pm to 2:00 am.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 32• Head chefs, sous chefs, supervisors and kitchen hand staffs will start 2 hours before the eventto make preparations.As per the organisational guidelines, the staff should be rostered based on the following calculations:• 1 Head Chef for every 50 people.• 1 Sous Chef for every 25 people.• 3 Kitchen hand for each chef.• 1 Waitress for every 20 people.• 1 Dishwasher for every 40 people.• 1 Supervisor every 100 people.• 1 Bartender for every 50 people.The management has further decided that the Operations Manager will be provided with a furtherbudget for 50 labour hours so that customer service issues do not occur during the event.Management wants you to plan and organise the workflow for the event. To do so, you need tocomplete the following sub-tasks.Subtask 1.1. Prepare a staff roster for the eventIn this subtask, you are required to prepare the staff roster for the event. When preparing the staffroster, you need to:• Assess current workloads of the staff members considering the issues given in the case study,and schedule work to maximise efficiency and customer service quality within budgetconstraints.• Delegate work according to principles of delegation.o Delegate roles and responsibilities considering skills levels and skills profiles.• Assess the workflow and consider the event details when preparing the roster.• Provide details of additional hours allocated. Staff rosterStaff membersRoles and responsibilitiesTimings Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 33Subtask 1.2. Prepare a WHS Hazard identification checklist.At previous events, incidents have occurred in the kitchen that have resulted in injuries or near misses.The incidents occurred due to the following:• Repetitive manual tasks• Injuries from not following manufacturer’s instruction when using equipment• Slips, trips and falls• Burns• Heat stress• Chemicals not stored properlyManagement wants you to prepare a WHS Hazards identification checklist for the kitchen staff. Thischecklist is to be a “Procedural Requirements Checklist” and used to identify risks during kitchenoperations.You must use the “WHS Hazard Identification Checklist” template provided below.For this task you will need access to a hospitality industry workplace or a simulated environment. Hazard identification checklistYesNoRepetitive manual tasksInjuries from machinery and equipmentSlips, trips and falls Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 34 BurnsHeat stressChemicals not stored properly Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 35Subtask 1.3. Assist colleagues in prioritising workload through supportive feedback and coaching.ScenarioIn this subtask, you are required to provide feedback and coaching to the rostered staff. The purposeof providing feedback and coaching is to assist staff members in prioritising workload during the event.To do so, you need to arrange a meeting with the rostered staff. The following will be the participantsin the meeting:• Head chef• Sous chef• Kitchenhand staff member• Waiter• Dishwasher• Supervisor• BartenderYour trainer will play the role of Head Chef, other staff from the RTO and your classmates will taketurns in performing the other roles. If enough people are not available for all roles, one person canplay more than one role.Before the meeting, you are required to distribute the staff roster for the event.During the meeting, you are required to:• Discuss the hours allocated.• Roles and responsibilities of each staff member.• Provide feedback and coaching to prioritise workloads.• Discuss the staffing needs and the additional staff allocated.• Discuss the WHS Hazard identification checklist prepared in subpart 1.2 and its importance.• Answers the questions asked by the rostered staff membersDuring the meeting, rostered staff members will:• Clarify their doubts and ask questions.After the meeting, you are required to complete the “Meeting Minutes” template. Minutes of MeetingMeeting Objective:Attendees: Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 36 Venue:Date:S.No.Points DiscussedActions SuggestedTarget DateSignature of attendee 1: Signature of attendee 2:Signature of attendee 3: Signature of attendee 4: Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 37Task 2: Monitor and improve workplace operationsThis task requires you to monitor and improve workplace operations. To do so, you need to completethe following sub-tasks.Subtask 2.1. Resolve complex customer service situationsScenario:Recently there has been a noticeable increase in the number of customer complaints in the FamilyDining Restaurant. Most of these complaints have been regarding the delays in processing orders,restaurant service and substandard food.Management allocated the task to monitor staff performance and respond to team-based operationaland service issues that are leading to an increase in customer complaints.While monitoring the staff’s performance the following customer service situations have taken placein your presence:Situation 1:One of the customers has complained about restaurant service standards. He is complaining that first,he had to wait for half an hour even after reserving the table. The next problem occurred when halfof the order was mixed up and had to be returned. Steak temperatures were wrong, and thevegetables were cold.After the customer complained, the waitress instead of apologising started to argue that when thefood was delivered, the temperature of the streak was fine. This further escalated the problem.Situation 2:One family has come to celebrate their son’s promotion and are complaining about the sub-standardof the food served. They ordered some starters and these were dripping with oil, though they hadspecially requested fat-free food.Role Play:You have observed these situations and you need to intervene and resolve the immediate problems.Situation 1:During the roleplay for situation 1:• The trainer/assessor will play the role of the customer.• The role of the waitress will be allocated to another staff member or student.During the roleplay, you need to:• Listen to your customer’s complaint.• Identify and analyse the situation from an operational and customer service perspective.• Empathise and apologise for the situation and the waitress behaviour.• Offer some complimentary appetisers or drinks.• Follow-up and thank your customer for their business.During the roleplay, the customer will:Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 38• Be angry about the waitress’ behaviour.• Complain to the Operations Manager.• Discuss that their experience at the experience was not near to what was expected.Situation 2:During the roleplay for Situation 2, trainer/assessor will play the role of the customer.During the roleplay, you need to:• Listen to your customer’s complaint.• Identify and analyse the situation from an operational and customer service perspective.• Empathise and apologise for the situation.• Offer to replace food and provide a further 40% discount on the food.• Follow-up and thank your customer for their business.During the roleplay, the customer will:• Be disappointed with the food and service standards.• Complain to the Operations Manager regarding food.Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 39Subtask 2.2. Analyse problems and develop performance management plansScenario:You were extremely concerned about the current customer service standards in the restaurant. It wasunderstandable that under the circumstances the performance of the Head Chef and the waitress wasnot up to standards. To ensure that the customer service standards are met and the performance ofthe employees are reviewed on a regular basis, it was decided that performance management planswill be developed in the consultation with the employees.Meetings:You as the Operation Manager are required to arrange a one-to-one meeting with the Head Chef andthe waitress.The purpose of the meetings is to discuss customer service concerns and develop their performancemanagement plans.Before participating in the meetings, you are required to analyse the customer service problems forthe long-term impacts.Meeting 1: Meeting with the Head chefDuring the meeting with the Head chef, you are required to discuss the following:• The customer service issues that occurred during your presence at the restaurant (Scenario:Subtask 2.1).The long-term impacts of customer service issues.• Ask for the problems that the Head Chef is facing.o Encourage Head Chef’s participation.• Outline the purpose of the performance management plans.• Outline the performance objectives that are linked to the job description.• Agree on the performance indicators that will be used to evaluate the performance.• Establish any training needs.During the meeting, Head chef will:• Raise a problem that is affecting his performance.• Provide his/her input regarding the performance indicators.After consultation with the Head Chef, you are then required to complete the “PerformanceManagement Plan” template provided.Performance Management plan template:Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 40 Performance Management Plan (Head Chef)Performance ObjectivesPerformance IndicatorsTraining needs Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 41Meeting 2: Meeting with the waitressDuring the meeting with the waitress, you are required to discuss the following:• The customer service issues that occurred during your presence at the restaurant (Scenario:Subtask 2.1).The long-term impacts of customer service issues.• Ask for the problems that the Head Chef is facing.o Encourage Head Chef’s participation.• Outline the purpose of the performance management plans.• Outline the performance objectives that are linked to the job description.• Agree on the performance indicators that will be used to evaluate the performance.• Establish any training needs.During the meeting, Waitress will:• Discuss that the incident happened because she was feeling tired and over-worked and shewill apologise for the incident.• Provide his/her input regarding the performance indicators.After consultation with the waitress, you are then required to complete the “PerformanceManagement Plan” template provided.Performance Management Plan template: Performance Management Plan (waitress)Performance ObjectivesPerformance IndicatorsTraining needs Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 42Subtask 2.3. Discuss quality problems and issuesScenario:After monitoring the workplace operations and gathering feedback from the employees, you haveidentified that the following factors are affecting the customer efficiency and service levels:• No formal performance management policy and procedure at the workplace.• Lack of staff at the Family restaurant. The sales have increased but the staff levels are thesame. This is leading to a delay in processing orders and customer service levels.These issues have to be discussed with the HR Manager and the General Manager.Task:In this subpart, you are required to arrange a meeting with the HR Manager and the General Manager.Before the meeting, you are required to analyse the issues and assess the solutions as well.During the meeting, you are required to:• Discuss the issues affecting customer efficiency and service levels.• Discuss their long term impact.• Discuss the request from the Head Chef regarding one additional Senior Commis Chef.• Discuss the need for an additional waitress.• Discuss the need for a formal performance management policy and procedure.• Discuss the potential for new technologies and other innovations that can increase customerservice levels.During the meeting, the HR Manager and the General Manager will:• Agree to hire one senior commis chef and one waitress on part-time basis for weekends.• Agree to prepare and implement formal performance management policy and procedures.After the meeting, you are required to complete the “Meeting Minutes” template. Minutes of MeetingMeeting Objective:Attendees:Venue: Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 43 Date:S.No.Points DiscussedActions SuggestedTarget DateSignature of attendee 1: Signature of attendee 2:Signature of attendee 3: Signature of attendee 4: Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 44Task 3: Implement improvementsThis task requires you to implement improvements in efficiency and service levels.Subtask 3.1. Prepare performance management policy and proceduresScenario:Management has decided that a formal performance management policy and procedures should bedeveloped and implemented across the organisation. They have allocated this task to the OperationsManager.Subtask:As the Operations Manager of the organisation, you are required to develop a PerformanceManagement Policy and Procedure.You must use the section provided to document your response. Word limit: (250-300 words)Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 45Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 46Performance checklist criteria: To be completed by trainer/assessor Trainer/ Assessor to completeAssessment activities to becompleted• Communicate effectively with team members, plan andorganise operational functions, and solve problems• For a full project outline, please refer to the studentassessment instructionsResources required for the unitassessment task• Unit assessment guide template• Access to a real or simulated work environment• Interaction with othersDoes the candidate meet thefollowing criteriaYesNoTrainer/Assessor Commentsa) Appropriate and professionalbody language, gestures andtone used.b) Adequately assessed currentworkloads and scheduled workto maximise the efficiency ofoperations and customerservice quality.c) Delegated work tasks andresponsibilities to teammembers according toprinciples of delegation andassisted team members inprioritising workload throughfeedback and coaching.d) Identified and assessedrelevant information fromdifferent sources for currentand emerging trends in theindustry in order to improvework operations.e) Anticipated and responded tounpredictable operationalproblems and situations at afrontline management level.f) Effectively identified qualityproblems and issues in theworkplace by monitoring theoperations. Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 47 g) Monitored efficiency andservice levels by contacting tosupervisor and management inday to day operations.h) Consulted with team andmanagement to give feedbackto improve the efficiency ofwork operations and to informfuture planning.i) Supported and coached teammembers to evaluate theefficiency of performance ofemployees in work operations.j) Reduce the long-term impactof problems by using potentialsolutions for the problems.k) Provided feedback, coachingand support to team memberseffectively.l) Monitored work operationseffectively and completed andsubmitted organisationrecords to assessor/trainer. Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 48Unit Assessment Result Sheet (UARS)Assessment Task 2 – Unit Project (UP)Student and Trainer/Assessor Details Unit codeSITXMGT001Unit nameMonitor work operationsOutcome of UnitAssessment Task (UAT)First attempt:Outcome (please make sure to tick the correct checkbox):Satisfactory (S) ☐ or Not Satisfactory (NS) ☐Date: _______(day)/ _______(month)/ ____________(year)Second attempt:Outcome (please make sure to tick the correct checkbox):Satisfactory (S) ☐ or Not Satisfactory (NS) ☐Date: _______(day)/ _______(month)/ ____________(year)Feedback to StudentFirst attempt:Second attempt: Australian College of the ProfessionsRTO No. 41201 CRICOS No. 03608KACP-SITXMGT001 V1.2020-LW Page | 49 Student Declaration• I declare that the answers I have provided are my own work.Where I have accessed information from other sources, I haveprovided references and or links to my sources.• I have kept a copy of all relevant notes and reference materialthat I used as part of my submission.• I have provided references for all sources where theinformation is not my own. I understand the consequences offalsifying documentation and plagiarism. I understand how theassessment is structured. I accept that all work I submit mustbe verifiable as my own.• I understand that if I disagree with the assessment outcome, Ican appeal the assessment process, and either re-submitadditional evidence undertake gap training and or have mysubmission re-assessed.• All appeal options have been explained to me.Student SignatureDateTrainer/Assessor NameTrainer/AssessorDeclarationI hold: Vocational competencies at least to the level being delivered Current relevant industry skills Current knowledge and skills in VET, and undertake Ongoing professional development in VETI declare that I have conducted an assessment of this candidate’ssubmission. The assessment tasks were deemed current, sufficient,valid and reliable. I declare that I have conducted a fair, valid, reliable,and flexible assessment. I have provided feedback to the above-namedcandidate.Trainer/Assessor SignatureDateOffice Use OnlyOutcome of Assessment has been entered onto the StudentManagement System on _________________ (insert date)by (insert Name) __________________________________

QUALITY: 100% ORIGINAL PAPER – NO PLAGIARISM – CUSTOM PAPER

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