SITXMGT001 Assessment task 2 SIBN V1

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Australian Pacific College *

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SITXMGT001

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Civil Engineering

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Apr 3, 2024

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docx

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Assessment Cover Sheet Student Name Thanet Chipachip Student ID IBN220091 Unit Code / Unit Name SITXMGT001 Monitor work operations Assessment No. 2 Date of Submission 31/5/2022 Student Declaration : I certify that:  I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.  I have read the Assessment and Student Handbook and I understand all the rules and guidelines for undertaking assessments.  I give permission for my assessment material to be used for continuous improvement purposes. Student Signature: Thanet Chipachip Date: 31/5/2022 Trainer/Assessor Feedback Trainer/Assessor Signature_______________________ Date: ____ / _____ / ______ SIBN College V1.0 May 2022 Page 1 of 13

Result: □ Satisfactory | □ Not Satisfactory SIBN College V1.0 May 2022 Page 2 of 13

Assessment Task 2 SITXMGT001 Assessment Task 2 - Project Performance objective The students must demonstrate performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems. Assessment description For this assessment task students have to read 4 case studies given in Appendix 1 and answer all the questions asked related with case study. Procedure The assessment for this unit consists of 4 case studies included in Appendix 1. Read each case study and complete the questions and tasks for each as instructed. You are required to answer all questions and tasks as outlined in each Case study below. Submissions You must submit: ● Answers related with all 4 case studies Your assessor will be looking for:  plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies: o delays and time difficulties o difficult customer service situations o equipment breakdown or technical failure o financial resources o staffing levels and skill profiles o rostering requirements SIBN College V1.0 May 2022 Page 3 of 13

Assessment Task 2 SITXMGT001 o staff performance o procedural requirements o 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: o performance reports o staff records Appendix 1 Read the following case studies and address each question and/or task for each case study. Case Study 1 The partners who own Green Tour Excursions where you work as Duty Manager have decided to reappraise the operations of the Fraser Island Tours which operates 5 vehicles and drivers who also take on the role as tour guides. The partners say there are too many potential legal issues and complaints from customers and as a result the bottom line of the business is suffering. They say the average turnover has decreased by 15 % and custom likely will be lost to other operators although comparative tours have the same cost for this day tour. The itinerary which was in place for the current 1 day island wilderness trip included:  Central Station including Wanggoolba Creek boardwalk  Lake McKenzie – a swim in crystal clear waters and pristine white sands.  Seventy-Five Mile Beach  Eli Creek – swim or float in the clear waters  Maheno Shipwreck - take a photo stop at the rusting wreck of the Maheno washed ashore during an out-of-season cyclone in 1935  The Pinnacles Coloured Sands – learn of the Butchulla legends surrounding them. Inclusions: National Park Fess Morning Tea at a picnic ground Picnic Lunch Transfers from Hervey Bay Accommodation to ferry return. The main issues which have been identified by the partners of Green Tour Excursions for the particular tour included:  On 3 out 10 tours the 4-wheel drive tourist vehicle ran out of fuel which resulted in a 1 hour shortfall of the trip on each occasion. SIBN College V1.0 May 2022 Page 4 of 13

Assessment Task 2 SITXMGT001  On 2 trips the air conditioning of the vehicle failed.  There were 18 complaints about poor hygiene relating to cups and cutlery used for morning tea and picnic lunch.  12 customers have expressed concerns of being provided with food from eskis and service vessels provided from a plastic container.  3 customers have complained about being served pastries from a card board box which must have been the packaging provided by our supplier.  There were 4 claims from customers who claimed they felt unwell or sick after consuming the BBQ picnic lunch which includes a small steak, sausages, 2 different salads and bread and butter.  There are increasingly complaints from drivers of the vehicles that their days are too long given that they are required to prepare their vehicles post and before each trip which could potentially breach WHS requirements and entitlements.  12 customers have expressed concerns of being provided with food from eskis and service vessels provided from a plastic container.  There were 3 incidences during the past 2 months where customers had close encounters with venomous snakes in the toilet block located the picnic area used for stops. You are required to investigate these issues and explore provisions to meet all legislative requirements. Present your responses in report format suitable for presentation at a management meeting. 1. Describe how you would monitor the work hours of the driver/tour guide and the efficiency involved in those hours – this would also mean you need to identify relevant problems associated with adjusting staff levels to attain the requested improvement To begin with, we can use GPS to track drivers to see how they are doing with their work; if they are having difficulty completing the tour, we can hire another driver for rotation or even provide a tour guide to accompany them on every car, which could be more expensive. 2. Show what consultative process was used to allow for procedures and systems (including rosters new or amended service provisions) to be adjusted. Show that in this area, quality assurances can be given so that customers will not be affected and indicate the time frame involved in your changes The employees and consumers are mostly affected by the changes. This is a group of important people who should be kept updated and consulted on any potential improvements to the business. The following are some of the SIBN College V1.0 May 2022 Page 5 of 13

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