Contents

Introduction 3
Assessment for this unit 3
Assessment Task 1 Cover Sheet 5
Assessment Task 1: Knowledge questions 6
Information for students 6
Questions 7
Assessment Task 1: Checklist 11
Assessment Task 2 Cover Sheet 12
Assessment Task 2: Project 13
Information for students 13
Activities 14
Assessment Task 2: Checklist 22
Final results record 25

SITXMGT004

STUDENT ASSESSMENT TASKS

MONITOR WORK OPERATIONS

Introduction
Welcome to the Student Assessment Tasks for SITXMGT004 Monitor work operations. These
tasks have been designed to help you demonstrate the skills and knowledge that you have learnt
during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.

Assessment for this unit

For you to be assessed as competent, you must successfully complete two assessment tasks:

● Assessment Task 1: Knowledge questions – You must answer all questions correctly.

● Assessment Task 2: Project – You must work through a range of activities to complete a
project.

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
Student assessment agreement
Make sure you read through the assessments in this booklet before you fill out and sign the
agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit? ◻ Yes ◻ No
Do you understand the requirements of the assessments for this unit? ◻ Yes ◻ No
Do you agree to the way in which you are being assessed? ◻ Yes ◻ No
Do you have any specific needs that should be considered? ◻ Yes ◻ No
If so, explain these in the space below.

Do you understand your rights to re-assessment? ◻ Yes ◻ No

Do you understand your right to appeal the decisions ◻ Yes ◻ No
made in an assessment?

Student Declaration: To be filled out and submitted with assessment responses

◻ I declare that all assessment tasks will be my own work and I will not cheat or plagiarise the
work or collude with any other student(s).
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
◻ I will correctly reference all resources and reference texts throughout these assessment tasks.

Student name

Student ID number

Student signature

Date

This agreement can be submitted:

1. Signing the document in person or digitally
2. By sending through approved e-mail as per Clayton College records

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Assessment Task 1 Cover Sheet
Student declaration
To be filled out and submitted with assessment responses

◻ I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).

◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.

◻ I have correctly referenced all resources and reference texts throughout these assessment
tasks.

Student name

Student ID number

Student signature

Date

Assessor declaration

◻ I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response

◻ My performance in this assessment task has been discussed and explained to me.

◻ I would like to appeal this assessment decision.

Student signature

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
 Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:

● review the advice to students regarding answering knowledge questions in the Hospitality
Works Student User Guide

● comply with the due date for assessment which your assessor will provide

● adhere with your RTO’s submission guidelines

● answer all questions completely and correctly

● submit work which is original and, where necessary, properly referenced

● submit a completed cover sheet with your work

● avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix A of the
Hospitality Works Student User Guide. Refer to the appendix for information on:

● where this task should be completed

● the maximum time allowed for completing this assessment task

● whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work. A template is
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
 an assessment cover sheet, please ensure that you use that.

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
Questions
Provide answers to all of the questions below.

1. List three methods that are used to organise and plan work operations.

2. Briefly describe two leadership and management roles and responsibilities.

3. Why is it important to monitor workplace operations?

4. Briefly describe how the following procedures and systems to support work operations.

Procedures and Support

systems

Administration

Health and safety

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
 Procedures and Support
systems

Human resources

Service standards

Technology

Work practices

5. Briefly describe quality assurance.

6. List three ways quality assurance can be managed and implemented in the workplace.

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
7. Complete the following table in regard to sustainability considerations.

Sustainability Description How it can be

considerations achieved/examples

Relationship between
operational efficiency
and financial
sustainability

Minimising waste

Social responsibilities

8. Explain a time management system and describe how it can assist in planning and organising
work operations.

9. List the five principles of effective delegation for frontline management.

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10. How would you resolve the following situation?
The lunch service has just commenced, it is 12:30pm and there has been a large group of
corporate customers from the office tower across the street that has come in without a
booking. They are a group of 10 and the manager of the group has said they have a meeting
with clients at 1pm so they need their meals quickly, but you have had a staff member call in
sick at the last minute so you are short staffed.
Outline the steps you would take including communication techniques you would use and
steps for a resolution.

11. Complete the following table with how you would ensure that you comply with industrial and
legislation requirements.

Industrial and Description Ways to comply

legislation
requirements

Industrial awards to
hours and conditions of
work

Systems and procedures

meet work health and
safety requirements

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Assessment Task 1: Checklist

Student’s name:

Did the student provide a Completed

sufficient and clear answer successfully?
that addresses the
suggested answer for the
Yes No
following? Comments

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6

Question 7

Question 8

Question 9

Question 10

Question 11

◻ ◻
Task outcome:
Satisfactory Not satisfactory

Assessor signature:

Assessor name:

Date:

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
Assessment Task 2 Cover Sheet
Student declaration
To be filled out and submitted with assessment responses

◻ I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).

◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.

◻ I have correctly referenced all resources and reference texts throughout these assessment
tasks.

Student name

Student ID number

Student signature

Date

Assessor declaration

◻ I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response

◻ My performance in this assessment task has been discussed and explained to me.

◻ I would like to appeal this assessment decision.

Student signature

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
 Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Assessment Task 2: Project

Information for students

Tasks required for this unit

This unit of competency requires that you:

● plan and organise workflow for a team operation or activity that takes into account at least
six of the following contingencies:

o delays and time difficulties o staffing levels and skill profiles

o difficult customer service situations o rostering requirements

o equipment breakdown or technical o staff performance

failure
o procedural requirements
o financial resources
o product development and marketing

● monitor and respond to team-based operational and service issues during the above
operation or activity

● complete each of the following organisational records for the above operation or activity:

o performance reports o staff records.

Instructions for how you will complete these requirements are included below.

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Activities
Complete the following activities.

1. Carefully read the following information.

Successful completion of this unit requires that you demonstrate your skills and
knowledge by overseeing and monitoring the quality of day-to-day work. It is
important that you provide evidence that you have done this.
We have provided you with a Student Logbook to help you.

It is likely that this unit will be assessed side-by-side with another unit in your
course, or else it will be completed directly after a practical unit, such as a cooking
unit. Your assessor will advise you if you will be co-assessed with other units. It
may also be completed in a workplace environment if this is the way your course
has been structured – you can speak to your assessor for more details directly.
Assessment will take place in the training kitchen attached to your RTO, or
simulated hospitality environment where you will complete other hospitality related
tasks, or in the live environment if you are completing this as part of a workplace-
based course. You will assume you are the team or shift leader for this
assessment. If you are in the classroom, you will be working with your classmates
as team members. You will all have the opportunity to act as the team leader at
certain points, and you will act as team members for other students’ assessments.
If you are in a work environment, then you will know your colleagues and, in your
reflections, you will reflect back as if you were the manager and you had the
opportunity to make improvements and changes.
Below is a guide to the skills and knowledge you must demonstrate when you are
assigned as the team leader. We have provided a number of documents to assist
you and you will find these in your Student Logbook.

What do I need to demonstrate?

As the team leader you will be required to demonstrate a range of the skills and
knowledge that you have developed during your course. These include:

● monitoring and improving workplace operations by:

o monitoring the efficiency of your team

o monitoring your team’s service levels

o monitoring the achievement of your organisation’s goals

o monitoring the achievement of your organisation’s quality assurance

standards
o identifying quality problems and issues and making appropriate

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 adjustments to procedures
o proactively consulting with colleagues about ways to improve efficiency
and service levels
o exploring potential for new technologies and other innovations in
improving efficiency and service levels
o providing feedback to colleagues and management

o identifying and evaluating current and emerging industry trends and

practices and applying them to your own work situation
o improving sustainability of day-to-day operations

● planning and organising workflow by:

o assessing current workloads

o scheduling work to maximise efficiency and customer service

o operating within budgetary constraints

o delegating work according to delegation principles

o assessing workflow and progress against agreed objectives

o providing colleagues with feedback and coaching to prioritise workload

o providing feedback to management regarding staffing needs

● monitoring and supporting team members by:

o monitoring team and individual performances

o sharing information, knowledge and experiences with team members

o challenging and testing ideas within the team

o providing feedback, coaching and support

o completing and submitting records

● solving problems and making decisions by:

o identifying and analysing workplace problems (operational and customer

service)
o initiating short-term resolutions

o analysing problems for long-term impacts and potential solutions

o encouraging team member participation in problem resolution

o follow-up on effectiveness of solutions.

How will I provide evidence?

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 Your assessor will provide you with A Student Logbook template to complete each
task. You will find some detailed information about providing evidence in this
logbook which will include:

● Monitoring and Improving Workplace Operations

● Innovation

● Sustainability

● Planning and Organising Workflow

● Monitoring and Supporting Team

● Problem Solving

● Contingency Planning

● Organisational Records.

You will need to complete each section of your logbook as you work through the
activity steps below.

Tips for completing your Project

● Read through this assessment and each activity step before you get started
and make sure you understand what you need to do. If you are unsure, speak
to your assessor and/or supervisor.

● Stay up to date!

● Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.

2. Monitoring and improving workplace operations.

You are required to review the business, kitchen or service area and look for an
efficiency gain or service level improvement. Reflect on the assessment tasks you
have just completed for the unit previous to this one, or if you are being co-
assessed, think about this when you are completing the activities of the other unit’s
assessment.
Research emerging trends and sustainable practices that the business could use

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 that relate to the operational functions you have recently performed.
Start working on Section A of your Student Logbook in a reflective manner. Be sure
to answer all of the questions properly and provide relevant examples when asked.
Have your supervisor or assessor endorse your evidence.

3. Innovation.

Start working on Section B of your Student Logbook in a reflective manner. Be sure

to answer all of the questions properly and provide relevant examples when asked.
Have your supervisor or assessor endorse your evidence.

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
4. Sustainability.

Look for a situation where you have, or can, respond to an opportunity to improve
the sustainability of an operation. You will report on what the operation was, how
you improved it and what the sustainability benefits were.
Start working on Section C of your Student Logbook in a reflective manner. Be sure
to answer all of the questions properly and provide relevant examples when asked.
Have your supervisor or assessor endorse your evidence.

5. Conduct a meeting.
Form a small group with two other team members – these will be your classmates
who are also working on the same project.
Your meeting will last for 45 minutes. You will each have 15 minutes to take turns
being the team leader for one of the sections above:

● Service level efficiencies

● Innovation

● Sustainability

As the team leader you will demonstrate how you can lead colleagues in thinking
up new ways of doing things, but you are also a student, asking your student
colleagues for new ideas and how they can be translated into actions. They would
have also researched and reflected on emerging trends and sustainable practices
that could be used to improve workplace operations. Your team members will all
most probably have a favourite café or noticed ideas that they liked whilst being
customers. Bring this out at the meeting, getting them to look at their own
motivations as to what they enjoy, and look at how this could be used to motivate
others, as well as their experiences of events (music or social activities) that
assisted in increasing interest and support of their favourite eatery.
Even though you may think that you know what the business or work area should
do, being a leader in this meeting means that you are responsible for engaging and
motivating the other meeting participants, leading them in collaboration.
Discuss (and record) the ideas the participants give, asking the others for input,
looking at it practically, working out what preparation would be necessary, material,
personnel, whatever is relevant to carrying the idea to realisation.
While encouraging the team members to find and develop ideas, you are expected
to:

● show support for, and commitment to, the work area’s goals (e.g. customer
service timelines or benchmarks of the kitchen)

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
 ● encourage the team members to develop innovative approaches to their work

● identify quality problems and issues

● challenge and test ideas.

During the meeting, you are required to demonstrate effective communication skills
including:

● speaking clearly and concisely

● using non-verbal communication to assist with understanding

● asking questions to identify required information

● responding to questions as required

● using active listening techniques to confirm understanding.

At the end of the meeting, you will need to action at least one of the ideas to make
improvements, or if you have made improvements already as you are being co-
assessed then you can reflect on this and discuss what you did do.
Complete Sections A, B and C of your Student Logbook.

6. Plan and organise workflow.

Select a service period from a previous unit where you were required to complete
planning documents such as workflow, mise en place and food preparation lists to
ensure that the kitchen meets service levels, or rostering documentation. Explain
the process that you used to assess current workloads, schedule and delegate
work to maximise efficacy and customer service.
You will also report on how you assisted your team to prioritise their workload.
Use the Planning and Organising Workflow template that has been provided. This
will be completed in a reflective manner for a previous unit you have completed or if
you are being co-assessed with a practical unit then you will complete this as part
of the assessment requirements for both units.

Complete Section D of your Student Logbook and include the planning documents
you completed as part of a previous assessment as supporting evidence.

7. Monitoring and supporting team members.

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 Look for a situation where you monitored team and individual performance against
agreed goals and objectives. (Hint: The workflow planning that you completed
above may fulfill this requirement).
You will report on the strategies that you used to monitor performance, the
information that you shared, the collaboration that you undertook and feedback that
you provided. This will also include a coaching session you need to conduct based
on the case study below.
Start working on Section E of your Student Logbook and complete the coaching
plan prior to the conducting the case study coaching session below.

Case study
You have identified from assessing the current staff workloads and workflow and
progress against agreed objectives that one of the Sous Chefs requires coaching
on the new technology that has implemented recently. You need to choose a
technology that can be coached in the classroom. The Sous Chef is not using the
new technology that makes the operations more efficient.

This coaching session will take place at your workstation.

The objective of the meeting is for you to coach the Sous Chef how to use the new
technology implemented and go through the coaching plan you must complete
Your assessor will role play the Sous Chef. This coaching session will run for
approximately 15 minutes.
Demonstrate how to do this yourself, following the procedure (steps) created in the
coaching plan. Describe how and why you complete each step.
Ask the Sous Chef to demonstrate to you that they can do this. Coach them
through the process as necessary.
As part of the coaching component of this activity, you are required to demonstrate
effective communication skills including:

● speaking clearly and concisely

● using non-verbal communication to assist with understanding

● asking questions to identify required information

● responding to questions as required

● using active listening techniques to confirm understanding

● providing supportive feedback.

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 Complete Section E of your Student Logbook.

8. Problem solving.

Think about, or look for, a situation where you have had to identify and analyse a
workplace problem from an operational and a customer service perspective.
Perhaps meals have been held up, did not meet special requirements or did not
meet quality standards.
You will report on the short-term actions that you put in place to resolve the
immediate issue. You will also report on the longer-term strategies that you initiated
to ensure that the problem did not recur. How did you work with your colleagues?
How did you monitor the success of the solution?

Complete Section F of your Student Logbook and include the planning documents
you completed as part of a previous as supporting evidence.

9. Contingency planning.

As part of monitoring work operations, you are required to create a contingency

plan. Assume that you have identified that the following issues or workplace
problems that require a contingency plan:

● delays or time difficulties in producing meals

● difficult customer service situations

● equipment breakdowns or technical failure

● the absence of a team member or team members

● team member performance issues

● failure of procedure or process.

You are to report on the potential impacts if the issues occurred and a contingency
plan that could be used to minimise or remove the impact.
You also need to consider using team members to participate in solutions and how
you include them as well as monitoring of the contingencies.
Complete Section G in your Student Logbook.

10. Organisational records.

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
 Select a service period that you were the team leader for and complete a
performance report and a staff record. You will base this off your classmates who
acted as team members.
You will report on the goals for the service, level of achievement at the end of
service and any comments such as incidents, areas for improvements, if staff
required extra training.
You will also report on each staff member and their set goals, level of achievement
at the end of service and any comments.

Complete Section H in your Student Logbook.

11. Submit documents to your assessor.

Finalise your Student Logbook. Ensure that all documents are clear and complete.
It should include the following completed documents:

● Section A: Improving Workplace Operations

● Section B: Innovation

● Section C: Sustainability

● Section D: Planning and Organising Workflow

● Section E: Monitoring and Supporting Team

● Section F: Problem Solving

● Section G: Contingency Planning

● Section H: Organisational Records.

Submit the completed Student Logbook to your assessor.

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
Assessment Task 2: Checklist

Student’s name:

Completed
successfully?
Did the student provide a
sufficient and completed logbook Ye
No
that covers all of the following? s Comments

Did the student monitor efficiency

and service levels through close
contact with day-to-day
operations?

Ensure workplace operations

support overall organisational
goals?

Ensure workplace operations

support quality assurance
initiatives?

Identify quality problems and

issues?

Make appropriate adjustments to

procedures and systems in
response to identified quality
problems and issues, with
relevant approvals?

Proactively consult with

colleagues about ways to improve
efficiency and service levels,
including potential for new
technologies and other
innovations?

Provide feedback to colleagues

and management to inform future
planning?

Identify and take opportunities to

evaluate current and emerging
industry trends and practices for

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
 relevance to own work situation?

Assess and respond to

opportunities to improve
sustainability of day-to-day
operations?

Assess current workloads?

Schedule work to maximise

efficiency?

Schedule work to maximise

customer service quality within
budget constraints?

Plan and organise workflow for a

team activity that takes into
account given contingencies
(delays, customer service
difficulties, equipment breakdown,
staffing level/skill profile, staff
performance, and procedural
requirements)?

Delegate work according to

principles of delegation?

Assess workflow and progress

against agreed objectives and
timelines?

Assist colleagues in prioritising

workload through supportive
feedback and coaching?

Provide timely input to appropriate

management regarding staffing
needs?

Monitor team and individual

performance against agreed goals
and objectives?

Proactively share information,

knowledge and experiences with
team members?

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
 Challenge and test ideas within
the team in a positive and
collaborative way?

Provide feedback, coaching and

support to team members?

Complete and submit organisation

records as required?

Identify and analyse workplace

problems from an operational and
customer service perspective?

Initiate short-term actions to

resolve immediate problems
where appropriate?

Analyse problems for long-term

impact?

Assess and action potential

solutions to problems in
consultation with relevant
colleagues?

Encourage individual participation

in problem-solving?

Take follow-up action to monitor

effectiveness of solutions?

◻ ◻
Task outcome:
Satisfactory Not satisfactory

Assessor signature:

Assessor name:

Date:

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
Final results record

Student name:

Assessor name:

Date:

Unit name: SITXMGT004 Monitor work operations

Qualification name:

Final assessment results

Result

Task Type Satisfactory Unsatisfactory Did not submit

Assessment Task 1 Knowledge Questions S U DNS

Assessment Task 2 Project

Overall unit results C NYC

Feedback

◻ My performance in this unit has been discussed and explained to me.

◻ I would like to appeal this assessment decision.

Student signature: Date:

◻ I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor signature: Date:

SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023
SITXMGT004 Monitor work operations RTO No: 45620 CRICOS No: 03857D Version No 2.0 04042023