Assessor Resource

SITXMGT401
Monitor work operations

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies to all industry sectors, and to individuals operating at a team leading, supervisory or frontline management level.

This unit describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of daytoday work. It requires the ability to communicate effectively with team members, plan and organise operational functions and solve problems.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

plan and organise workflow for a team operation

monitor and respond to a range of team based operational and service issues over a period of time

demonstrate knowledge of work structures plus frontline management roles and responsibilities in the relevant industry sector

demonstrate knowledge of quality assurance, workflow planning and delegation techniques in a frontline management context.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated business operation or activity for which the individual can monitor work activities

a team of people for which the individual can plan and organise workflow.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

evaluation of a team-based project or work activity conducted by the individual, including reporting on that activity

use of case studies and problemsolving exercises to assess ability to develop approaches to different workplace situations and problems

written or oral questioning to assess knowledge of management principles, management roles and responsibilities and legal issues affecting operational management

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITXHRM402 Lead and manage people

SITXHRM503 Monitor staff performance.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication and leadership skills to:

delegate work within a team

provide positive coaching and mentoring support to a team

critical thinking skills to evaluate internal and external business information

initiative and enterprise skills to proactively seek opportunities for workplace improvement

literacy skills to:

read and interpret varied and wide ranging information of an operational nature

complete workplace records relevant to team operations

numeracy skills to develop schedules and timelines for team activities

planning and organising skills to coordinate multiple and potentially competing operational priorities

problemsolving skills to anticipate and respond to a wide range of unpredictable operational problems and situations at a frontline management level.

Required knowledge

work organisation and work planning methods appropriate to the industry sector

leadership and management roles in the relevant industry sector

operational functions in the relevant industry sector

concepts of quality assurance and how it may be managed and implemented in the workplace

sustainability considerations for frontline operational management, including:

relationship between operational efficiency and financial sustainability

ways of minimising waste in the relevant work context

social responsibilities of the operation

time management principles and their application to leaders and managers for planning own work and the work of others

principles of effective delegation

problemsolving and decision making processes and techniques and their application to typical workplace issues

industrial or legislative issues that affect shortterm work organisation appropriate to the industry sector, including:

relationship of relevant industrial awards to hours and conditions of work

ensuring systems and procedures meet work health and safety requirements.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Procedures and systems may relate to:

administration

health and safety

service standards

technology

work practices.

Sustainability may be:

economic:

business profitability

environmental:

conservation of resources

handling of waste

social:

cultural diversity

ethical practices.

Principles of delegation may relate to:

clear communication of what is required

gaining commitment

no undue interference

regular reporting

selecting the right person.

Workplace records may include:

regular performance reports

staff records.

Workplace problems may include:

delays and time difficulties

difficult customer service situations

equipment breakdown or technical failure

failure to deliver promised service to customers

inadequate financial resources

inadequate staffing

poor rostering

poor staff performance

procedural inadequacies or failures

unrealistic or impractical product development or marketing resulting in operational difficulties.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Monitor efficiency and service levels through close contact with day to day operations. 
Ensure that workplace operations support overall organisation goals and quality assurance initiatives. 
Identify quality problems and issues and make appropriate adjustments to procedures and systems, 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 relevance to own work situation. 
Assess and respond to opportunities to improve sustainability of day-to-day operations. 
Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints. 
Delegate work according to principles of delegation. 
Assess workflow and progress against agreed objectives and timelines. 
Assist colleagues in prioritisation of 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. 
Pro-actively share information, knowledge and experiences with team members. 
Challenge and test ideas within the team in a positive and collaborative way. 
Provide feedback, coaching and support to team members. 
Complete and submit workplace records as required. 
Identify and analyse workplace problems from an operational and customer service perspective. 
Initiate short term action to resolve immediate problem where appropriate. 
Analyse problems for long term impact, and assess and action potential solutions in consultation with relevant colleagues. 
Where a team member raises a problem, encourage individual participation in solving it. 
Take follow up action to monitor effectiveness of solutions. 

Forms

Assessment Cover Sheet

SITXMGT401 - Monitor work operations
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITXMGT401 - Monitor work operations

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: