Assessment Tasks and Instructions

Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXHRM003 Lead and manage people
Stream/Cluster
Trainer/Assessor

Assessment for this Unit of Competency/Cluster Details

Assessment 1 Short Answers
Assessment 2 Project
Assessment 3 Practical Observation
Assessment conducted in this instance: Assessment 1 2 3

Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required

Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date

2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable
 Name

Signature Date
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your underpinning knowledge to complete the tasks outlined in
the elements and performance criteria for this unit of competency and relating to the following aspects:

 roles of and functions performed by supervisors and managers:

o decision making
o delegating tasks
o monitoring staff
o planning and organising
o providing information:
 organisation performance
 changes in organisational policies
 marketing information and targets
 overall organisational objectives
 plans for new equipment
 rationale for management decisions
 technology updates
 training developments
 expectations, roles and responsibilities of team members:
o adhering to policies and procedures
o cooperative and open communication
o nature and scope of work
o relationships with others in the workplace and interdependent areas of activity
o reporting requirements
 considerations in the individual development of staff:
o change in job responsibilities
o external training and professional development
o formal promotion
o internal training and professional development
o opportunity for greater autonomy or responsibility
 features of different leadership styles
 features of open and supportive communication
 characteristics of effective leadership
 principles of teamwork and:
o characteristics of effective teams
o roles and attributes of team members
o organisation of teams
o potential team problems
o benefits of effective teamwork
 role and theories of motivation as they apply to the management of individuals and teams
 the role of group dynamics in successful team management
 forms of recognition and reward applicable to leading staff:
o acknowledging individual good performance to the whole team
o incentive initiatives
o informal acknowledgement
o presenting awards
o written reports to management
 types of organisational plans and planning processes.
Place/Location where assessment will be conducted
SSH to complete

Resource Requirements
Pen, Paper or computer

Instructions for assessment including WHS requirements

The assessment task for this project consists of 2 parts, Part A and Part B.

For Part A you are required to select a scenario provided in this assessment which most closely resembles
your sector in the TH&E industry.
Based on the chosen sector you are required to demonstrate your ability to:
1. Set and measure KPIs.
2. Use new or innovative approaches to meet the KPIs.
3. Define constraints to meeting KPIs.
4. Know what to do if KPIs are not met.
5. Use appropriate methods of communication.
For Part B you are required to establish a set of evaluation criteria to monitor and evaluate the performance
of staff. The following points need to be developed for Part B:

a. Set job responsibilities and tasks

b. Relate job responsibilities to specific performance indicators
c. Employee feedback collection
d. Professional development opportunities
e. Bonus and reward systems
f. Provide employees with feedback
g. Delegating tasks

You are required to address all questions to achieve competence. Your trainer will provide you with
instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer
will provide you with feedback and the result you have achieved.
The responses provided in this project will form a basis for a practical observation for Assessment 3.

Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201

This assessment: First Attempt 2nd Attempt Extension – Date:    /    /   

RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory

Feedback to Student:

Assessor(s) Signature(s): Date:    /    /     

Student Signature Date:    /    /     

Assessment 2

Your Tasks:

Part A – Setting managing and communicating Key Performance Indicators

For this assessment you are required to consider a scenario from your industry and then set key performance
indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what
the current KPIs are and set target KPIs to be achieved.
You will then need to:
1. Set and measure KPIs.
2. Use new or innovative approaches to meet the KPIs.
3. Define constraints to meeting KPIs.
4. Know what to do if KPIs are not met.
5. Use appropriate methods of communication.
If more space is required for any answer you can attach a separate page containing name, assessment date, unit
title unit code and the assessment task number and attach this page with the current assessment task before
submission.

Please choose ONE of the following scenarios which most closely resembles your industry.
Hospitality Scenario:

You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly
management meeting.

Mr. McElm, the new GM has reviewed the Sales and Customer service history from the past 12 months and
accordingly developed and set new targets to improve the organisation’s customer service provisions and sales
targets.

The following aspects will need to be addressed in the F&B section:

Current
EXAMPLE ONLY: The average per head spend
currently sits at $23.00.
The feedback received per 5000 customers shows 250
(5%) customers were dissatisfied with product and
service provisions
There have been 37 errors or discrepancies with
customer accounts/wrong orders during the past 12
months which resulted in $3,950.00 of losses
There have been 16 complaints related to cleanliness
of glassware/crockery during the past 5 months
Targeted
EXAMPLE ONLY: Increase average spend to $26.50
Improve product and service provisions pro-actively
with a target of 98% within 9 months.
Maximum discrepancies must not exceed $100.00 per
month – F&B manager must be informed immediately
No complaints related to cleanliness of
glassware/crockery are acceptable – procedures must
be implemented to ensure this.
Tourism Scenario:

As the team leader at Bulga adventure tours you are responsible for overseeing the promotion, booking and
tour guide teams of guided bus tours in outback Australia.

The managing director has set business targets he would like to see achieved over the next 12 months. They are:

Current
On average, only 50 of our 320 customers per month
are repeat customers.
In customer feedback surveys only 45% of people say
they are happy with the catering on the tours.
Commissions from bookings through our partner
agencies made up $15,000 on average per month.
Targeted
Increase number of repeat customers to 70 per month.
Increase percentage of positive customer surveys to
75%
Increase partner agency commissions to $20,000 per
month.
Events Scenario:

You are the Team Leader of the Events Management team and have received an email from your Managing
Director. Part of the email reads:

------

Good Morning,

I need to draw your attention to some problems that have recently come to my attention.

On the eventmanagement.com website, our company has received 14 poor reviews out of 22. This means only
37% of people are giving positive reviews. In my opinion anything less than 80% of positive reviews is
unacceptable. The 2 most common reasons given for the poor reviews are the poor quality of catering, and that
events did not run on time.

We know from our own customer feedback that our customers are generally very happy with our service, so I
believe getting more of our happy customers to post would be a great advantage and boost our ranking on the
site. As we have almost 50 customers per month I would like to see at least half of these encouraged to post
positive reviews online.

Also, our repeat customer figures show that only 5 of our 50 customers last month were from repeat business. I
would like to see this increase from 10% to the industry average of 20%.

As team leader, I am relying on you to make the team aware of the problems, set targets for improvement, and
see that they are achieved over the next 6 months.

Regards,

Ed Ventura,
MD.

From this email the goals are:

Current Targeted
37% of people are giving positive reviews on Increase percentage of positive reviews to 80%
eventmanagement.com
Unknown Get 25 new reviews posted per month on
eventmanagement.com
10% of customers come from repeat business. Increase percentage of repeat customers to 20%.
 1. Set and measure KPIs

NOTE: Please choose ONE of the previous scenarios which most closely resembles your industry to set the
following KPIs.

Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department.

Model Hospitality KPIs

KPI 1:

KPI Name: Dealing with the cleaning of crockery.

KPI Description: Insuring that the crockery is clean.
Current: The number of complaints are 16 which is related to the cleanness of crockery/glassware
during the last five months.
KPI Target: Any kind of complaint related to crockery/glassware should not be acceptable and
producers are responsible to ensure its implementation.
How you will Every complaint related to cleanness of crockery/glassware should be recorded in to the
measure this KPI? form. The time frame will be 1 year
Over what time
frame?
KPI 2:

KPI Name: Satisfaction of the customer

KPI Description: Satisfaction of the customer have to improve.
Current: The received feedback per 500 shows 250 which means 5% customer were not satisfied
with the service and product provisions.
KPI Target: To improve the service and product provisions pro-activity with the large target of 98%
inside the 9 months.
How you will Customer should be encouraged to give feedback. Like short talk, questionnaire and
measure this KPI? internet.
Over what time The time frame will be 9 months.
frame?
KPI 3:

KPI Name: Dealing with the errors of customer wrong order and accounts.
KPI Description: Reduce the error for customer wring order and accounts.
Current: 37 errors or discrepancies with the customer wrong order/accounts have been during the
last 12 months which resulted in losses of $ 39, 50.00.
KPI Target: The discrepancies cannot exceed $ 100.00 per month. Manager of F&B should be
informed immediately.
How you will End of the day order and end of the single order should be check.
measure this KPI?
 The time frame will be 1 year.
Over what time
frame?
 2. New or innovative approaches to meet the KPIs

For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might need to employ
innovative approaches (procedures, processes, systems, technology, etc) to make sure that you and your team
achieve each KPI.

KPI Target Steps involved to achieve this KPI.

Increase total sales Selling drinks is key to increasing sales per customer. Wait staff need be pro-active;
per head from $23 Knowledge of specials and menus.
to $26.50 per head. Employing suggestive selling methods.
KPI Target 1
No complaint of
cleanness of New cleaning procedures should be applied.
crockery/glasswar
e will be
acceptable and the
Ensuring that the procedures are implemented.
producers should
ensure the
implantation.
Staff training should be increased for glassware/crockery cleaning.

KPI Target 2
Maximum
discrepancies Increase the order check.
should not exceed
$ 100.00 per-
month. Manager of
Increase the staff training for receiving data and accounts.
F&b should be
informed
immediately.
Improve the receiving system as early as possible.

KPI Target 3
Improve service
and product Increase the staff training for service and product provisions.
provisions pro
activity with target
of 98% within the
upcoming 9
months. Knowledge of menu and specials.
 3. Constraints to meeting KPIs.

What could prevent you (organisational constraints) from implementing these new techniques? What needs to
be considered?

The rigidness of the company’s system can be a cause of not being able to implement the new techniques.

The grouping of employees can also be the reason of failure of new techniques.

The long chain of authority of the company can cause the delay of implementation of new techniques as the
orders and directions are so slow to come to the employee level and by the time the new techniques direction
or order gets distorted.

4. What to do if KPIs are not met.

What will you do if you identify that staff members struggle or do not achieve the set targets? Think about the
technique you would use to find where the problem lies, who you would communicate with and the steps
involved in finding a solution.

KPIs must be achievable targets: But if your starting point is $5 million, then you are be setting yourself up for a
KPI fail. The right way to set your targets for KPIs is to associate the targets with a specific timeframe. I would
like to take my main KPI, such as the New Wins, and break it out by monthly or annual targets.

The KPI is very hard to measure: A great example of this is the desire to measure “wins are influenced by social
media.” It’s a brilliant concept that the social media marketers are very influential.
However, measuring this isn’t that easy. Social engagements are often eschew

Bad data quality: Data is what that drives your KPI. That's why the correct data is of the upmost importance.
Sadly, wen data comes so does the data quality issues. Things can go badly wrong on all levels. Capturing the
correct data in the correct format is a profession of its own.

People do not see the importance: Your KPI might be the world to you. Without it you are out of control (or in
other words, in panic). You can't even imagine someone not so interested in your of KPIs. But reality is hard but
still have to accept.

People don't really understand: In the first blogs I discussed the complexity of KPIs (Keep them Simple and
Stupid). This was not for no reason. People won't easily admit that they did not understand the complex and
complicated KPI.

People are not really interested: As a result of item 2 and 3 (maybe because of other reasons), people may just
drop out. There are also some people who hate being controlled and KPIs is really the manifestation of this.

People are not involved: I truly think that this is an underlying factor for the people to be sceptical about
usefulness of the KPI. It really is "Not-Invented-Here" principle. People often like to have an influence, and
especially when it concerns how they will be assessed and their future.
 5. Methods of communication.

What methods of communication will you use to communicate the KPIs to your team?

There are so many methods of communication.

Face to face communication.

Call a meeting for KPIs.

Put the KPLs on the company website.

Brainstorming sessions.
Part B – Performance Review

Performance reviews are used by managers and supervisors to give and receive feedback from staff.

In this part of the assessment you will create a set of evaluation criteria to monitor and evaluate your staff. You
will need to:

a. Set Job Responsibilities and Tasks

b. Relate job responsibilities to specific performance indicators
c. Employee Feedback
d. Professional Development
e. Bonus and Reward Systems
f. Provide employees with feedback
g. Delegating tasks

a. Set Job Responsibilities and Tasks

Choose one Job Role within your department and document the responsibilities for that job role. Use the
following example as a guide:

EXAMPLE: Roles and responsibilities

JOB TITLE Responsibilities

Head waiter  Provide table service to tables.
 Abide by responsible service of alcohol laws.
 Comply with all workplace health and safety guidelines.
 Train junior staff on customer service and upselling techniques.
 Act as a positive role model by offering excellent customer service.
 Supervise junior staff during table service.
 Monitor billing and payments of orders during service.
 Delegate job tasks to other waiting staff.
JOB TITLE: Responsibilities
Manager of
restaurant. Lead and manage the staff.
Manager of
restaurant. Supervise and organize sifts.
Manager of
restaurant. Ensuring the guest satisfaction.
Manager of Deliver the superior guest services.
restaurant.
Manager of Evaluating and training the staff.
restaurant.
Manager of
restaurant. Participation in the local food events regularly.
Manager of Response on the customer’s complaint or questionnaire immediately.
restaurant.
Manager of Plan the existing and new menu.
restaurant.
Manager of
restaurant. Keep a check on cleanness of the building.
Manager of
restaurant. Plan the long term strategy for the restaurant.
 b. Relate job responsibilities to specific performance indicators

Using the job responsibilities you listed in part A, create specific performance indicators.

You will need to:

 State what the indicator is

 Document how the indicator will be measured

Example:

Performance Indicator: How this will be measured:

Delegate job tasks to other waiting staff. All waiting staff to know their own role and tasks
for each shift.

Performance Indicator: How this will be measured:

Employees should be fully trained before they get
on the workplace for getting work started.
The training of the new staff.

Performance Indicator: How this will be measured:

By telephone or questionnaire the customer

Satisfaction of the customer. satisfaction can be collected easily.

Performance Indicator: How this will be measured:

Calculate the average per capital consumption
after checkout.
Average spend increase per person by $ 26.5
 c. Employee Feedback

List 3 methods you can employ to encourage employees to give you open and honest feedback, and give an
example of each:

EXAMPLE:

Method: Example:
Staff meetings During each staff meeting devote time to asking for ideas or
contributions from staff.
Acknowledge staff who have given feedback.

Method 1-3: Example:

1. 1.
The suggestion box The employees can put their criticism and suggestion
in the suggestion box easily.

2.emailing
2.
The manager can send email to employees for their
suggestion and employees can give suggestion
through email too.

3.
The face –to-face communication

3. After the meeting, manage can talk face-to-face to

get ideas and suggestions from the employees.
 d. Professional Development

Training and development should help solve problems or skill shortages in the department and improve both
the staff member and the business.

List 3 techniques which you can use to identify problems or skills shortages in your department, which will help
you determine training needs.

EXAMPLE:

TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES:

Using customer feedback surveys. Customers making complaints might point you to a problem with products or
service, which may highlight gaps in an individual’s knowledge or skills.

1.

Using employee’s performance comparison monthly can indicate the problem with the employee and he can
be guided for the mistakes he was making and can improve the performance level.

By keeping a check on sales per month you can detect if any kind of problem arises from sale department and
can rectify that issue.

Production expanses should be check regularly to see if there is any loss of raw material because of wrong
usage of machinery or fault in machine and then can fix that out.
 e. Bonus and Reward Systems

What is the purpose of a reward system?

List 3 different ways you can reward your employees. For each reward type list any positive or negative aspects
associated with the type of reward.

Reward Positive Negative

1. The girt cards. 1. Gift can easily be designated to 1. Can get lost easily because of its
deliver to desired location at small size.
convenient time.

2.The monetary rewards

2. It can encourage the people and
2. It can cause jealousy between
will have more and more customers.
the colleagues by influencing their
relationship.

3.vications with the pay 3. Workers will enjoy and also can 3. It can be a loss to your company
cover the losses which were cause maybe on a shorter scale.
by their unpaid leaves.
 f. Provide employees with feedback

You should provide feedback to your staff on a regular basis. The method you use to provide feedback might
depend on the time the employee has worked for you, and the context of the feedback you need to provide.

For each of the following, give an example of a method of feedback (continuous, public, private) you could use
to provide feedback to the employee.

EXAMPLE:

Work Scenario Feedback Method

Training a new employee. Continuous positive feedback is needed as each task is
learned and completed.

New employees can feel anxious if they are not clearly shown
what to do, and given praise as they learn the ropes.

Work Scenario 1 Feedback Method

Indicating the progress of the team in relation This is necessary for the team of operation. You need to meet
to meeting KPIs. and talk to manager if it is not achieving the goals according to
KPI.

Work Scenario 2 Feedback Method

The worker needs to be spoken to after a The face to face communication can give the idea that which
period of poor performance. position have problem and give feedback.
 Work Scenario 3 Feedback Method
Yearly review process.

Consecutive feedback can be given by manager.

g. Delegating tasks

List 3 tasks you must delegate as a manager/supervisor in your department. For each task, define the benefits to
delegating this task:

EXAMPLE:

Task Benefits of delegation

Supervision of waiting stuff during table service Saves my time during service.

Increases morale of head waiter.

Creates professional growth for head waiter.

Task 1 Benefits of delegation

Increased productivity.

Checking the sanitary condition of the Increased employee’s morale.

restaurant.
The Better decision making ability.

Task 2 Benefits of delegation

Professional growth of the employees.
Solve the problem by communicating with the
customer. Improving the skills and training of the employees.
 Task 3 Benefits of delegation

It save the time of the manager so he can do more important

tasks.it also reduces the mental stress and tension from
Setting a table for checking important records. manager.