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Evidence Guide: SITXMGT001A - 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

 

SITXMGT001A - 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 on an ongoing basis through close contact with day-to-day operations.
  2. Ensure that workplace operations support overall organisation goals and quality assurance initiatives.
  3. Identify quality problems and issues promptly and make appropriate adjustments, with relevant approvals.
  4. Adjust procedures and systems in consultation with colleagues to improve efficiency and effectiveness.
  5. Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies.
  6. Provide feedback to colleagues and management to inform future planning.
  7. Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.
Monitor efficiency and service levels on an ongoing basis through close contact with day-to-day operations.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Ensure that workplace operations support overall organisation goals and quality assurance initiatives.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify quality problems and issues promptly and make appropriate adjustments, with relevant approvals.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Adjust procedures and systems in consultation with colleagues to improve efficiency and effectiveness.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

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:

 

 

 

 

 

 

 

Plan and organise workflow.

  1. Assess current workload of colleagues accurately.
  2. Schedule work in a manner that enhances efficiency and customer service quality.
  3. Delegate work to appropriate people according to principles of delegation.
  4. Assess workflow and progress against agreed objectives and timelines.
  5. Assist colleagues in prioritisation of workload through supportive feedback and coaching.
  6. Provide timely input to appropriate management regarding staffing needs.
Assess current workload of colleagues accurately.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Schedule work in a manner that enhances efficiency and customer service quality.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Delegate work to appropriate people 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 prioritisation of workload through supportive feedback and coaching.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide timely input to appropriate management regarding staffing needs.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Maintain workplace records.

  1. Complete workplace records accurately and submit within required timeframes.
  2. Where appropriate, delegate and monitor completion of records prior to submission.
Complete workplace records accurately and submit within required timeframes.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Where appropriate, delegate and monitor completion of records prior to submission.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Solve problems and make decisions.

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Initiate short-term action to resolve the immediate problem where appropriate.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Analyse problems for any 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 the individual's participation in solving it.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Take follow-up action to monitor the effectiveness of solutions in the workplace.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

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

Evidence of the following is essential:

ability to monitor effectively and respond to a range of common operational and service issues in the workplace

understanding of the role of staff involved in workplace monitoring

knowledge of quality assurance, workflow planning, delegation and problem-solving required in a frontline management role

project or work activities conducted over an operationally realistic period of time so that the planning, evaluation and monitoring aspects of this unit can be assessed.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills in a fully operational situation (project or permanent working environment), including involvement of a team for which the candidate is able to plan and organise workflow.

Methods 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 project or work activity conducted by the candidate

evaluation of reports prepared by the candidate detailing the methods used to monitor a given project or activity

case studies and problem-solving exercises to assess ability to develop approaches to different workplace situations and problems

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

problem-solving skills to anticipate and respond to a wide range of unpredictable problems and situations at an operational level

communication and leadership skills to provide positive support to a team

literacy skills to interpret and develop wide-ranging workplace documentation

numeracy skills to develop schedules and timelines.

The following knowledge must be assessed as part of this unit:

leadership and management roles and responsibilities within the relevant industry sector

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

typical work organisation and work planning methods appropriate to the industry sector

time management principles and their application to leaders and managers

principles of effective delegation

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

features of relevant record-keeping systems appropriate to the industry sector

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

Range Statement

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 in the performance criteria is detailed below.

Quality assurance initiatives may be:

formal

informal.

Procedures and systems may relate to:

service standards

work practices

use of technology

administrative standards and procedures

health and safety issues.

Principles of delegation may relate to:

knowledge of team strengths and weaknesses

knowledge of context-specific factors, such as resource constraints

self-knowledge

communication

evaluation.

Workplace records may include:

staff records

regular performance reports.

Workplace problems may include:

difficult customer service situations

equipment breakdown or technical failure

failure to deliver promised service to customers

procedural inadequacies or failures

unrealistic or impractical product development or marketing resulting in operational difficulties

inadequate staffing

poor rostering

inadequate financial resources

delays and time difficulties.