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SITXMGT001 Monitor Work Operations

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  • Course Code: SITXMGT001
  • University: APEX Institute Of Education
  • Country: Australia


Background information

Australian Multicultural Foundation, Sydney (AMFS) is intending to celebrate the Harmony Week from 10-16 June 2016 as in the International Hotel Group. Around twenty international leaders from culturally diverse backgrounds, three prominent local community leaders, two scholars, two local politicians and a hundred local representatives are expected to participate along with the ten members of the organisation. The event will run for seven days and will conclude with international music, food, dance, a musical night/concert and carnival. The events will be held at the places around the hotel. The hotel has to provide the accommodation (for international leaders and the organisers only), lawns, conference hall, equipment, transport, and food/tea/meals, light & sound and miscellaneous. You as a programme manager will hold the responsibility of the success to this event. You will critically analyse the work operations which have place taken recently and will make amendments as and where required in accordance to the AMFS requests.

Part 1.

In this part you have to monitor efficiency, the service level, identify quality problems and issues for adjustments, consult with colleagues to improve service levels and new technologies, evaluate emerging industry trends, assess and respond to the opportunities to improve sustainability of day to day operations. You will use the information and data from the case study. Refer to the section ‘Analysis of feedback’.

Task 1

a. Participate in a meeting with the team (your assessor and classmates) to:
    1. Provide feedback to the management and colleagues
    2. Discuss how workplace operations support overall organisation goals (refer to case study)
    3. Identify quality problems and issues to make appropriate adjustments to the systems that will improve the service levels for the upcoming event
    4. Identify the potential benefits from new technologies and innovation that could improve the service levels and quality for the upcoming event
    5. Identify and evaluate the industry trends that could improve the service levels for the upcoming event
    6. Assess the opportunities to improve sustainability of day-to-day operations
b. Prepare a two-page report detailing the outcomes from the meeting which includes outcomes from each point listed above

Part 2.

In this part you have to plan and organise the workflow which includes the assessment of current workloads, scheduling work, delegating work, assessing the work flow and progress against the set objectives, assisting team members and providing timely feedback.

Task 1

b. Prepare a workflow plan for the weeklong event with details of tasks/responsibilities delegated
c. Based on the workflow plan, prepare combined roster for staff members (see the sample)
d. To determine whether employees are meeting the work deadlines, make a plan to assist them with listing their work priorities and route the information to the right person to take action.
e. Write a letter to management to hire additional staff for the event.

Part 3

In this part you will demonstrate your learning, to monitor team and individual performance against agreed goals and objectives, proactively share information, knowledge and experience with the team members, challenge the ideas in a positive and collaborative way, and provide feedback, coaching and support to team members and complete and submit workplace records as required.

Task 1

Three days into the event you made the following observations

b. Coach (role-play) the supervisor on the identified performance issues and counsel him/her on the complaints and consequences if this problem continues. Provide feedback to reinforce excellence. Use File Note to record the
c. At the conclusion of the day 3 event, you decided to call for a team meeting to:
i. Provide update on the performance of the team and progress of the event
ii. Sharing information on positive and negative experiences from delegates about the facilities and resources
iii. Test the ideas to better create multicultural and inclusive work environment
iv. Prepare a meeting minutes with the outcomes of the meeting which includes outcomes from the above p0oints

Part 4

In this part, you will need to demonstrate your prior abilities and current learnings to identify and analyse workplace problems from an operational and customer service perspective, initiate action to resolve immediate problem, analyse problems for long term impact, assess and action potential solutions in consultation with relevant colleagues, encourage individual participation in problem solving and follow up action to monitor effectiveness of the solutions.

Task 1

Prepare a report on how you will imply suggestions and approvals you have received for recently held event, where there were some issues with staff and media delivery system; to make the current one with better experience. The report should reflect:
    • Problem identification and resolution
    • Managing with the inadequate staffing
    • Managing with the poor staff performance
    • Managing with the discrepancies to deliver promised service to the customers
    • Handling delays and time difficulties
    • Procuring appropriate equipment and technology to satisfy customer needs
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