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Evidence Guide: SITXMGT001 - Monitor work operations

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITXMGT001 - Monitor work operations

What evidence can you provide to prove your understanding of each of the following citeria?

Monitor and improve workplace operations.

  1. Monitor efficiency and service levels through close contact with day-to-day operations.
  2. Ensure workplace operations support overall organisational goals and quality assurance initiatives.
  3. Identify quality problems and issues and make appropriate adjustments to procedures and systems, with relevant approvals.
  4. Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations.
  5. Provide feedback to colleagues and management to inform future planning.
  6. Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.
  7. Assess and respond to opportunities to improve sustainability of day-to-day operations.
Monitor efficiency and service levels through close contact with day-to-day operations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure workplace operations support overall organisational goals and quality assurance initiatives.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify quality problems and issues and make appropriate adjustments to procedures and systems, with relevant approvals.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback to colleagues and management to inform future planning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess and respond to opportunities to improve sustainability of day-to-day operations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan and organise workflow.

  1. Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints.
  2. Delegate work according to principles of delegation.
  3. Assess workflow and progress against agreed objectives and timelines.
  4. Assist colleagues in prioritising workload through supportive feedback and coaching.
  5. Provide timely input to appropriate management regarding staffing needs.
Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Delegate work according to principles of delegation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess workflow and progress against agreed objectives and timelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist colleagues in prioritising workload through supportive feedback and coaching.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide timely input to appropriate management regarding staffing needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and support team members.

  1. Monitor team and individual performance against agreed goals and objectives.
  2. Proactively share information, knowledge and experiences with team members.
  3. Challenge and test ideas within the team in a positive and collaborative way.
  4. Provide feedback, coaching and support to team members.
  5. Complete and submit organisation records as required.
Monitor team and individual performance against agreed goals and objectives.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proactively share information, knowledge and experiences with team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Challenge and test ideas within the team in a positive and collaborative way.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback, coaching and support to team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete and submit organisation records as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Solve problems and make decisions.

  1. Identify and analyse workplace problems from an operational and customer service perspective.
  2. Initiate short-term actions to resolve immediate problems where appropriate.
  3. Analyse problems for long-term impact, and assess and action potential solutions in consultation with relevant colleagues.
  4. Where a team member raises a problem, encourage individual participation in solving it.
  5. Take follow-up action to monitor effectiveness of solutions.
Identify and analyse workplace problems from an operational and customer service perspective.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate short-term actions to resolve immediate problems where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse problems for long-term impact, and assess and action potential solutions in consultation with relevant colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where a team member raises a problem, encourage individual participation in solving it.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take follow-up action to monitor effectiveness of solutions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Monitor and improve workplace operations.

1.1.Monitor efficiency and service levels through close contact with day-to-day operations.

1.2.Ensure workplace operations support overall organisational goals and quality assurance initiatives.

1.3.Identify quality problems and issues and make appropriate adjustments to procedures and systems, with relevant approvals.

1.4.Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations.

1.5.Provide feedback to colleagues and management to inform future planning.

1.6.Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.

1.7.Assess and respond to opportunities to improve sustainability of day-to-day operations.

2. Plan and organise workflow.

2.1.Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints.

2.2.Delegate work according to principles of delegation.

2.3.Assess workflow and progress against agreed objectives and timelines.

2.4.Assist colleagues in prioritising workload through supportive feedback and coaching.

2.5.Provide timely input to appropriate management regarding staffing needs.

3. Monitor and support team members.

3.1.Monitor team and individual performance against agreed goals and objectives.

3.2.Proactively share information, knowledge and experiences with team members.

3.3.Challenge and test ideas within the team in a positive and collaborative way.

3.4.Provide feedback, coaching and support to team members.

3.5.Complete and submit organisation records as required.

4. Solve problems and make decisions.

4.1.Identify and analyse workplace problems from an operational and customer service perspective.

4.2.Initiate short-term actions to resolve immediate problems where appropriate.

4.3.Analyse problems for long-term impact, and assess and action potential solutions in consultation with relevant colleagues.

4.4.Where a team member raises a problem, encourage individual participation in solving it.

4.5.Take follow-up action to monitor effectiveness of solutions.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Monitor and improve workplace operations.

1.1.Monitor efficiency and service levels through close contact with day-to-day operations.

1.2.Ensure workplace operations support overall organisational goals and quality assurance initiatives.

1.3.Identify quality problems and issues and make appropriate adjustments to procedures and systems, with relevant approvals.

1.4.Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations.

1.5.Provide feedback to colleagues and management to inform future planning.

1.6.Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.

1.7.Assess and respond to opportunities to improve sustainability of day-to-day operations.

2. Plan and organise workflow.

2.1.Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints.

2.2.Delegate work according to principles of delegation.

2.3.Assess workflow and progress against agreed objectives and timelines.

2.4.Assist colleagues in prioritising workload through supportive feedback and coaching.

2.5.Provide timely input to appropriate management regarding staffing needs.

3. Monitor and support team members.

3.1.Monitor team and individual performance against agreed goals and objectives.

3.2.Proactively share information, knowledge and experiences with team members.

3.3.Challenge and test ideas within the team in a positive and collaborative way.

3.4.Provide feedback, coaching and support to team members.

3.5.Complete and submit organisation records as required.

4. Solve problems and make decisions.

4.1.Identify and analyse workplace problems from an operational and customer service perspective.

4.2.Initiate short-term actions to resolve immediate problems where appropriate.

4.3.Analyse problems for long-term impact, and assess and action potential solutions in consultation with relevant colleagues.

4.4.Where a team member raises a problem, encourage individual participation in solving it.

4.5.Take follow-up action to monitor effectiveness of solutions.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

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

delays and time difficulties

difficult customer service situations

equipment breakdown or technical failure

financial resources

staffing levels and skill profiles

rostering requirements

staff performance

procedural requirements

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:

performance reports

staff records.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

work organisation and planning methods appropriate to the industry sector

leadership and management roles and responsibilities in the relevant industry sector

operational functions in the relevant industry sector

procedures and systems to support work operations:

administration

health and safety

human resources

service standards

technology

work practices

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

sustainability considerations for frontline operational management:

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 and delegation techniques in a frontline management context:

clear communication of what is required

gaining commitment

no undue interference

regular reporting

selecting the right person

problem-solving and decision making processes and techniques and their application to typical workplace issues

industrial or legislative issues that affect short-term work organisation appropriate to the industry sector:

relationship of relevant industrial awards to hours and conditions of work

ensuring systems and procedures meet work health and safety requirements.