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SITXGMT001 Written Questionnaire Booklet Task 1

This document contains 25 questions related to monitoring work operations as a manager. The questions cover topics such as the importance of monitoring, quality assurance, customer service, sustainability, time management, delegation, problem solving, decision making, and maintaining workplace records. The document provides a framework for assessing knowledge of monitoring work operations.

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Haroon Younis
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85 views

SITXGMT001 Written Questionnaire Booklet Task 1

This document contains 25 questions related to monitoring work operations as a manager. The questions cover topics such as the importance of monitoring, quality assurance, customer service, sustainability, time management, delegation, problem solving, decision making, and maintaining workplace records. The document provides a framework for assessing knowledge of monitoring work operations.

Uploaded by

Haroon Younis
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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This is Written Question Booklet

It is part of the supporting resource for Assessment Task 1

Written Questions
SITXMGT001
Monitor Work Operations

SITXMGT001 Monitor Work Operations


Student Version
This is Written Question Booklet
It is part of the supporting resource for Assessment Task 1

Student and Assessment Details

Student Name:

Assessor:

Date:

SITXMGT001 Monitor Work Operations


Student Version
This is Written Question Booklet
It is part of the supporting resource for Assessment Task 1

Task 1: Written Questions

1. As a team leader or manager, why is it important you monitor workplace operations on an


ongoing basis? Answer in 30-50 words.
Monitoring is a process of determining how well your plans are implemented,
monitoring involves the standards service levels or service rates and productivity rates
thus, the quality level of work is done or not.

2. What are you doing when you are monitoring the performance of your team? Answer in 30-50
words.

When I am monitoring the performance, I will comparing actual performance against planned
performance and correcting differences and applying strategies to get performance back on
track

3. Quality assurance takes a company-wide approach. Discuss what this includes. Answer in
40-60 words.

Quality assurance or QA is a way of preventing making in the development of products


and the delivery of service of building in a system of controls at each point of
the product developments and service delivery chain. This helps to assure or
guarantee customers that its products and services are of a consistency high standard.

4. Providing quality customer service is a major component of any service-orientated business’s


quality assurance scheme. Complete the table by listing at least one technique you can use
for each characteristic to manage or implement quality customer service goals in the
workplace.

Quality culture Customers can feel positivity, creativity and togetherness as


staff performs at their best to get the job done.
Quality systems and processes You can reliably and consistently produce service through
controlling your systems and process.

Quality service Systematically build quality into products. Regularly monitor


all products and quantitative.

Quality product Provide extras which goes beyond customer expectations,


they want to get the most for their money. This is largely a
matter of perceptions.

Quality monitoring Consistently measure your innovations, performance,


productivity and quality to compare the figures with
organisations or benchmarking.

Quality relationships

Value for money

SITXMGT001 Monitor Work Operations


Student Version
This is Written Question Booklet
It is part of the supporting resource for Assessment Task 1

5. Give two examples of standard operating procedures that support work operations for each of
these areas.
Administration and human
resources
Health and safety

Service standards

Technology

Work practices

6. You work for a hospitality business that specialises in running quality outdoor functions and
events. You promote yourself as an environmentally friendly service provider. What should
you look for when examining day-to-day operations for opportunities to improve the
conservation of resources and the handling of waste? Give three examples.

7. You are a frontline manager in one section of your workplace or training environment. What
four techniques or processes can you use in your area of responsibility to support the
financial sustainability of the business?

8. How can you, as a frontline manager, contribute to social sustainability in your day-to-day
operations? Answer in 40-60 words.

9. When you are a frontline manager, time management is an important skill. Describe three
strategies you can use to better manage your time.

10. One responsibility of a manager is to help staff manage their own time. Why is this an
important responsibility? Answer in 30-50 words.

11. Outline the three steps involved in assessing employee workloads and briefly describe them.

SITXMGT001 Monitor Work Operations


Student Version
This is Written Question Booklet
It is part of the supporting resource for Assessment Task 1

12. List three examples of productivity and service rates that can be used by organisations to
determine workload.

13. How do employment conditions in awards and enterprise agreements affect how you manage
your work team when dealing with a short-term issue or change in work arrangements?
Answer in 40-60 words.

14. Why is delegation an important skill for a manager to have? Answer in 30-50 words.

15. Describe the steps or principles of delegation. Answer in 20-40 words for each.

Step 1: Decide what to delegate

Step 2: Decide who to delegate


to
Step 3: Delegate

Step 4: Inform others

Step 5: Monitor results and give


feedback

16. Describe three formal methods you can use to monitor and assess workflow against agreed
objectives.

17. What are two examples of information you might need to provide to management when
discussing your staffing needs?

SITXMGT001 Monitor Work Operations


Student Version
This is Written Question Booklet
It is part of the supporting resource for Assessment Task 1

18. As a frontline manager, why is it important to keep workplace records? Answer in 30-50
words.

19. What type of workplace records could you be required to keep? Identify at least three.

20. List four common workplace problems you might have to deal with as a frontline manager.

21. Briefly outline the five steps you could take to resolve a complex problem.
 

22. Why is it important to define a problem and determine its root cause? Answer in 40-60 words.

23. What tools or strategies can you use to define a problem and determine its root cause?
Answer in 30-50 words.

24. If you want your team to support a decision, what decision-making process would you use?
Choose from the following: voting, consensus and unilateral decisions. Explain your answer.
Answer in 40-50 words.

25. You are a frontline duty manager in a medium-sized hotel with three bars, a bistro, function
room and drive-through bottle shop. There have been issues lately with inadequate staffing
levels during busy periods and you are re-evaluating next month’s staff rosters to try and
resolve the problem. Many of your employees are casual and part-time staff. Two staff have
minor back injuries and one is on light duties while recovering from a workplace accident.

SITXMGT001 Monitor Work Operations


Student Version
This is Written Question Booklet
It is part of the supporting resource for Assessment Task 1

How do the following areas affect any decisions you make about where and when staff are
rostered and the duties they are allocated?

Industrial awards and the hours


and conditions of work
contained in them
Workplace health and safety
requirements

SITXMGT001 Monitor Work Operations


Student Version

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