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Evidence Guide: SITXMGT401 - 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

 

SITXMGT401 - 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 that workplace operations support overall organisation 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 that workplace operations support overall organisation 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 prioritisation of 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 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:

 

 

 

 

 

 

 

Monitor and support team members.

  1. Monitor team and individual performance against agreed goals and objectives.
  2. Pro-actively 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 workplace records as required.
Monitor team and individual performance against agreed goals and objectives.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Pro-actively 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 workplace 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 action to resolve immediate problem 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 action to resolve immediate problem 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

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.

Required Skills and Knowledge

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.

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, 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.