SITXMGT001 Monitor Work Operations Assessment 1

Assessment 1

Your task: Answer the following questions. Each question must be completed.

Question 1

The process of monitoring work operations is often broken down into six stages. Name 3 of these.

Question 2

Monitoring the expected service provisions of your staff is an important part of a frontline supervisor’s job. How often should this be done?

Question 3

Once workflows have been established, what should you do to determine whether the workflows you have implemented are in line with achieving organisational goals?

Question 4

List 3 ways to identify quality problems with your service.

Question 5

‘In house training’ is one example of a process or system which you may need to make adjustments to in order to resolve quality issues. List 4 other processes or systems from your industry.

Question 6

How can encouraging a culture of open communication and innovative thinking help you improve efficiency and service levels?

Question 7

List 3 ways to identify current and emerging trends in your industry.

Question 8

Sustainability is usually associated with the environment, however it can also refer to the operations of a business. Other than environment, what are the 2 other areas of operational sustainability?

Question 9

What is the purpose of having a logical, well defined workflow?

Question 10

List 3 business benefits of having an efficient and effective workflow?

Question 11

‘Considering the task to be delegated’ is the first step in the delegation process. List 3 more steps in delegating work or job tasks to staff.

Question 12

A Gantt chart can help you monitor your workflow progress against timelines to a help ensure objectives are being met on time. List 3 things you need to do to develop a Gantt chart.

Question 13

Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3 functions of coaches or mentors.

Question 14

‘Giving credit where credit is due’ is one effective way of providing feedback and guidance to your staff. List 3 other examples.

Question 15

You must keep management informed if the workflow you have designed impacts on staff. What are 2 possible impacts implementing a new workflow may have on staffing requirements?

Question 16

List 5 aspects of staff behaviour or productivity that you should monitor.

Question 17

What are 4 common signs that there may be some performance problems or issues you might need to deal with?

Question 18

How can simply sharing what you know to staff members improve the performance of the business?

Question 19

Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List 3 ways you can make sure your brainstorming sessions are effective.

Question 20

List 3 types of administration documents or workplace records you might need to complete and submit in your industry.

Question 21

List 5 types of customer service related problems from your industry that would require your attention as a supervisor.

Question 22

List 5 common management problems or issues that you as a supervisor, may deal with on a regular basis.

Question 23

Consider the following scenario.

A customer arrives to find that you have no record of a booking he claims he made with one of your staff members several weeks ago.

What is a possible short term action you could take to resolve the problem?

Question 24

Considering the previous scenario.

What is a possible long term action you could take to resolve the problem?

Question 25

What is the advantage of involving staff in the decision making process?

Question 26

When a staff member raises a problem with you, write 2 questions you could use to encourage them to help solve the problem. 

Question 27

How often should you review decisions you have made to see if they are still effective? 

Question 28

Give an example of industrial awards or conditions in your industry, that may affect how you roster staff, etc.

Question 29

Name a website could you use as a reference to check the awards and conditions of your workplace.

Question 31

List 4 principles of time management.