Monitor Work Operations (Events)
(Event Management)
Hi, please the work must be written exclusively on the TASK document. Please use the given TASK doc. to write your answers. THANK YOU.
Monitor Work Operations (Events) Assessment tasks To demonstrate competence in this unit, you must successfully complete each of the following assessment events: Task 1a Knowledge and Skills Assessment – Case Study Task 1b Suggestions and Improvements – Practical role-play Task 2 Knowledge Assessment – Short answer questions Assessment tasks Task 1a – Case Study Knowledge and Skills This task requires you to demonstrate your knowledge in managing workplace operations by responding to difficult service situations and demonstrate complaint solving skills. The task is based on the following four outcomes: 1.Monitor and improve workplace operations. 2.Plan and organise workflow. 3.Monitor and support team members. 4. Solve problems and make decisions. Instructions: · Read the following case study and answer the questions that follow. · Responses to questions must be supported by appropriate reference materials to demonstrate effective research techniques. Case study – Events Music Festivals Sydney are the creators of Electric Park events. The organisation’s mission statement is to be a premier provider of heavy metal music festivals throughout Australia and New Zealand. . You have just commenced your new job as the Manager for Music Festivals Sydney. Previously, your main roles have been in operational and general manager positions, notably for Sound Events International. Your predecessor had a relaxed management style that is now not considered suitable to drive the business forward in this fast paced business climate. One of your first tasks is to address the problems facing the Music Festivals team. At present you have a team of 25 staff working on a diverse range of up-coming music related festivals across NSW. Due to the past relaxed management style there are many issues for you to deal with including low morale and low productivity, both of which have contributed to an increase in client complaints. Furthermore, your workforce presents as unkempt, lacking motivation and the skills to deal with crucial situations. You have taken over staff that require training, direction, focus and team development. You must resolve these issues to move the team forward. Questions: Write about the following management functions as they relate to the case study. 1. Planning and organising a) Define the terms ‘mission statement’ and ‘vision statement’ and provide an example of each from an event management organisation. b) Explain why an organisation would need a mission statement and a vision statement. c) Describe who and why these concepts need to be communicated to by an organisation. 2. Effective Communication a) Describe the communication method/s that you will utilise in your new role and your reasons for selecting them. 3. Leadership a) Describe the leadership style that you plan to utilise and the reasons why. 4. Team Work a) Using Tuckman’s Model of Team Development, identify at which stage the group is currently at and describe three strategies you will use to move them forward. 5. Motivation a) Describe one motivation theory that you could utilise to increase team morale. State how you will implement this in the workplace. Task 1b – Practical Role-play You can choose one of the following: · Participate in a telephone role-play with an Events online facilitator, addressing the required tasks outlined below. OR · Record an audio of yourself addressing the required tasks outlined below. Prior to choosing your simulated workplace method of assessment, speak to your facilitator for further understanding of the requirements of this task. We will be assessing the criteria noted in the Scenario below and in the Teacher Role-Play feedback. Scenario Suggestions and Improvements As the Manager for Music Festivals Sydney (based in Task 1a case study above), you decide to hold an urgent meeting with your senior manager and two front line supervisors who, due to the nature of the work are away on business. Rather than wait for a face-to-face meeting you decide to conduct the meeting via a telephone call conference to address the following issues: 1. The organisation has received an increase in complaints about poor quality customer service. Describe the steps you would take to resolve the complaints and improve customer service. Discuss this in relation to the organisation’s Mission Statement. 2. List one goal, one objective and one target (in SMART terms) to improve customer service and then during your role-play describe three (3) monitoring tools you would use to evaluate your progress towards achieving your goal, objective and target. 3. Discuss the consequences to the organisation if the former practices are maintained and unchanged. 4. What are three (3) possible positive outcomes with the implementation of the new practices? Role-play instructions In this role-play telephone conversation the scenario requires you to adopt the role of a professional Manager employed by Music Festivals Sydney, who is discussing ways to improve customer service in a call conference. · YOU will act as the Manager employed by Music Festivals Sydney. · Prepare a script which you will use during the role-play. · If you have questions, your facilitator can provide guidance beforehand or on the day, prior to the commencement of the role-play. Recommended additional reading: Cole, K. Management Theory and Practice, Ed IV, Pearson Education. Role-Play via telephone conversation If you choose the telephone role-play, you must book your role-play Assessment time by calling your facilitator. Alternatively, you can request a booking time by email giving at least two (2) suitable options. We will respond with either a confirmation or a request for a different day / time. If you have questions, your facilitator can provide guidance beforehand or on the day, prior to the commencement of the role-play. Role-Play via audio recording If you choose the role-play by audio recording, please use a recording device (smartphone, tablet, etc.) When you have finished recording your audio role-play, upload the recording to Studespace (in the Assignment tab where you upload your assessment tasks for marking). Your facilitator may need to contact you to clarify and ask further questions relating to your audio. This will be noted in your role-play feedback and a time will be set up for a discussion. If you have any questions, your facilitator can provide guidance beforehand or on the day, prior to the commencement of the role-play. Teacher Role-Play feedback All the following criteria must be demonstrated in order for the student to successfully complete this assessment event. Unit name and details of required task Satisfactory Not Satisfactory The student has demonstrated the following through the role-play scenario Described the steps that should be taken to resolve the complaints and improve customer service. Discussed in relation to the organisation’s Mission Statement. Described three (3) monitoring tools to use to evaluate your progress towards achieving your goal, objective and target. Discussed the consequences to the organisation if the former practices are maintained and unchanged Discussed three (3) possible positive outcomes with the implementation of the new practices. Allowed for feedback / questions S – Satisfactory U – Unsatisfactory (Resubmission required) Teacher comments below: Task 2 – Short answer questions Knowledge Assessment Answer the following questions. PART A Question 1 Describe THREE (3) characteristics of an effective control system. Question 2 In any workplace there are many different levels of monitoring undertaken by management. For each of the groups listed below, describe their monitoring responsibilities. Group What do they monitor? Owners/Board of Directors (Senior management) Department Managers (Middle level management) Supervisors/Team leaders (Lower level management) Question 3 Describe THREE (3) key areas that need monitoring on a daily basis in an Events organisation. State if these are qualitative or quantitative in their nature. Question 4 You have received an increase in customer complaints about staff not answering the phone in a professional manner. Provide ONE (1) example of a monitoring process you could implement under the following headings to address this issue, i.e. ONE (1) example for each type of monitoring method: · Feed forward · Concurrent · Feedback PART B Monitor Workplace Operations Read the following scenario and answer the questions that follow: Scenario Sue Smith has just been promoted to a coordinator’s position in a well-established business. Sue has a team of six staff reporting to her. Half of her staff are new employees who have only commenced less than 3 months ago. Although willing and excited to do their job, they need training and monitoring. The more experienced staff are more competent as they have been on the job for over four years, but are slowly finding their jobs boring and repetitive. There is currently no monitoring system to ensure that enough information is being generated to identify target groups, nothing to support or report on the sales and profitability of the company and nothing to monitor the staff’s individual performance. The first thing Sue has decided to do is to set up monitoring systems that will quickly and easily give her the information she needs to manage her department. Question 5 The FOUR (4) steps in the monitoring process are shown below. Under each of these four (4) steps describe what Sue should do to establish effective monitoring in her department (make reference to the scenario in your answer). a) Establish areas where monitoring is necessary. b) Establish what needs to be measured. c) Compare actual performance with desired results. d) Take corrective action. Question 6 Describe THREE (3) monitoring tools that would be most appropriate to Sue’s management needs and explain why they are appropriate. Question 7 What are the consequences of Sue not establishing and implementing regular monitoring of daily operational outcomes? Page 1 of 9 Unit Assessment Guide SITXCCS007 R1 Page 6 of 9 Created: 14 Apr 2016 | Revised: December 2016 Monitor work operations Reading Topic 1 Monitor and improve workplace operations Contents Overview of the unit3 Overview3 Functions of management3 Types of operations in tourism and events4 Maximising efficiency of delivery6 Topic 1 Monitor and improve workplace operations7 Overview7 Introduction7 Provide quality customer service8 Understanding quality8 Quality Assurance10 What is quality customer service?11 What is Total Quality Service?12 Monitor staff behaviour and productivity13 Create standard operating procedures and systems16 A series of Standard Operating Procedures develops into the organisation's quality manual.16 Standard operating procedures - SOPs16 Read the following example18 Developing procedures19 Continuous improvement21 Summary23 Overview of the unit Overview This unit covers the day-to-day functions of supervisors and managers and the skills required to lead an operational team successfully. Why do we need to 'monitor work operations'? First of all, monitoring can be defined as watching, checking, examining or observing. Consequently, in the business arena you might monitor company standards, service levels, staff performance,