Assessment Tasks and Instructions

Student Name Paul Lee

Student Number 0000011137
Course and Code SIT31016
Unit(s) of Competency and Code(s) SITXHRM003 Lead and manage people
Stream/Cluster Certificate III in patisserie
Trainer/Assessor Harvinder Singh Bath

Assessment for this Unit of Competency/Cluster Details

Assessment 1 Short Answers
Assessment 2 Project
Assessment 3 Practical Observation
Assessment conducted in this instance: Assessment 1 2 3

Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required

Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete
√ My assessor has discussed the adjustments with me
√ I agree to the adjustments applied to this assessment
Signature Paul Lee Date 24/2/2021

2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable
 Name

Signature Date
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your underpinning knowledge to complete the tasks outlined in the
elements and performance criteria for this unit of competency and relating to the following aspects:

 roles of and functions performed by supervisors and managers:

o decision making
o delegating tasks
o monitoring staff
o planning and organising
o providing information:
 organisation performance
 changes in organisational policies
 marketing information and targets
 overall organisational objectives
 plans for new equipment
 rationale for management decisions
 technology updates
 training developments
 expectations, roles and responsibilities of team members:
o adhering to policies and procedures
o cooperative and open communication
o nature and scope of work
o relationships with others in the workplace and interdependent areas of activity
o reporting requirements
 considerations in the individual development of staff:
o change in job responsibilities
o external training and professional development
o formal promotion
o internal training and professional development
o opportunity for greater autonomy or responsibility
 features of different leadership styles
 features of open and supportive communication
 characteristics of effective leadership
 principles of teamwork and:
o characteristics of effective teams
o roles and attributes of team members
o organisation of teams
o potential team problems
o benefits of effective teamwork
 role and theories of motivation as they apply to the management of individuals and teams
 the role of group dynamics in successful team management
 forms of recognition and reward applicable to leading staff:
o acknowledging individual good performance to the whole team
o incentive initiatives
o informal acknowledgement
o presenting awards
o written reports to management
 types of organisational plans and planning processes.
Place/Location where assessment will be conducted
SSH to complete

Resource Requirements
Pen, Paper or computer

Instructions for assessment including WHS requirements

The assessment task for this project consists of 2 parts, Part A and Part B.

For Part A you are required to select a scenario provided in this assessment which most closely resembles your
sector in the TH&E industry.
Based on the chosen sector you are required to demonstrate your ability to:
1. Set and measure KPIs.
2. Use new or innovative approaches to meet the KPIs.
3. Define constraints to meeting KPIs.
4. Know what to do if KPIs are not met.
5. Use appropriate methods of communication.
For Part B you are required to establish a set of evaluation criteria to monitor and evaluate the performance of
staff. The following points need to be developed for Part B:

a. Set job responsibilities and tasks

b. Relate job responsibilities to specific performance indicators
c. Employee feedback collection
d. Professional development opportunities
e. Bonus and reward systems
f. Provide employees with feedback
g. Delegating tasks

You are required to address all questions to achieve competence. Your trainer will provide you with instructions
for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will
provide you with feedback and the result you have achieved.
The responses provided in this project will form a basis for a practical observation for Assessment 3.

Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Paul Lee Date: 24/ 02 /2021

This assessment: First Attempt 2nd Attempt Extension – Date:    /    /   

RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory

Feedback to Student:

Assessor(s) Signature(s): Date:    /    /     

Student Signature Paul Lee Date: 24 / 02 /2021

Assessment 2

Your Tasks:

Part A – Setting managing and communicating Key Performance Indicators

For this assessment you are required to consider a scenario from your industry and then set key performance
indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what
the current KPIs are and set target KPIs to be achieved.
You will then need to:
1. Set and measure KPIs.
2. Use new or innovative approaches to meet the KPIs.
3. Define constraints to meeting KPIs.
4. Know what to do if KPIs are not met.
5. Use appropriate methods of communication.
If more space is required for any answer you can attach a separate page containing name, assessment date, unit
title unit code and the assessment task number and attach this page with the current assessment task before
submission.

Please choose ONE of the following scenarios which most closely resembles your industry.
Hospitality Scenario:

You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly
management meeting.

Mr. McElm, the new GM has reviewed the Sales and Customer service history from the past 12 months and
accordingly developed and set new targets to improve the organisation’s customer service provisions and sales
targets.

The following aspects will need to be addressed in the F&B section:

Current Targeted
EXAMPLE ONLY: The average per head spend EXAMPLE ONLY: Increase average spend to $26.50
currently sits at $23.00.
The feedback received per 5000 customers shows 250 Improve product and service provisions pro-actively
(5%) customers were dissatisfied with product and with a target of 98% within 9 months.
service provisions
There have been 37 errors or discrepancies with Maximum discrepancies must not exceed $100.00 per
customer accounts/wrong orders during the past 12 month – F&B manager must be informed immediately
months which resulted in $3,950.00 of losses
There have been 16 complaints related to cleanliness No complaints related to cleanliness of
of glassware/crockery during the past 5 months glassware/crockery are acceptable – procedures must
be implemented to ensure this.
Tourism Scenario:

As the team leader at Bulga Bulga adventure tours you are responsible for overseeing the promotion, booking
and tour guide teams of guided bus tours in outback Australia.

The managing director has set business targets he would like to see achieved over the next 12 months. They are:

Current Targeted
On average, only 50 of our 320 customers per month Increase number of repeat customers to 70 per month.
are repeat customers.
In customer feedback surveys only 45% of people say Increase percentage of positive customer surveys to
they are happy with the catering on the tours. 75%
Commissions from bookings through our partner Increase partner agency commissions to $20,000 per
agencies made up $15,000 on average per month. month.
Events Scenario:

You are the Team Leader of the Events Management team and have received an email from your Managing
Director. Part of the email reads:

------

Good Morning,

I need to draw your attention to some problems that have recently come to my attention.

On the eventmanagement.com website, our company has received 14 poor reviews out of 22. This means only
37% of people are giving positive reviews. In my opinion anything less than 80% of positive reviews is
unacceptable. The 2 most common reasons given for the poor reviews are the poor quality of catering, and that
events did not run on time.

We know from our own customer feedback that our customers are generally very happy with our service, so I
believe getting more of our happy customers to post would be a great advantage and boost our ranking on the
site. As we have almost 50 customers per month I would like to see at least half of these encouraged to post
positive reviews online.

Also, our repeat customer figures show that only 5 of our 50 customers last month were from repeat business. I
would like to see this increase from 10% to the industry average of 20%.

As team leader, I am relying on you to make the team aware of the problems, set targets for improvement, and
see that they are achieved over the next 6 months.

Regards,

Ed Ventura,
MD.

From this email the goals are:

Current Targeted
37% of people are giving positive reviews on Increase percentage of positive reviews to 80%
eventmanagement.com
Unknown Get 25 new reviews posted per month on
eventmanagement.com
10% of customers come from repeat business. Increase percentage of repeat customers to 20%.
 Current Targeted
EXAMPLE ONLY: The average per head spend EXAMPLE ONLY: Increase average spend to $26.50
currently sits at $23.00.
The feedback received per 5000 customers shows 250 Improve product and service provisions pro-actively
(5%) customers were dissatisfied with product and with a target of 98% within 9 months.
service provisions
There have been 37 errors or discrepancies with Maximum discrepancies must not exceed $100.00 per
customer accounts/wrong orders during the past 12 month – F&B manager must be informed immediately
months which resulted in $3,950.00 of losses
There have been 16 complaints related to cleanliness No complaints related to cleanliness of
of glassware/crockery during the past 5 months glassware/crockery are acceptable – procedures must
be implemented to ensure this.

1. Set and measure KPIs

NOTE: Please choose ONE of the previous scenarios which most closely resembles your industry to set the
following KPIs.

Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department.

Model Hospitality KPIs

KPI 1:

KPI Name: Reduce the number of customers who are dissatisfied with the quality and services
provided
KPI Description: Improve food and beverage quality and service with a target
Current: According to the survey, Only 37% of customers gave positive reviews other customers
were given negative
KPI Target: increase customer satisfaction from 37% to 80%

How you will Track customer feedback about services or products via email questionnaire and company
measure this KPI? web page within 6 months
Over what time
frame?
KPI 2:

KPI Name: Reduce losses caused by wrong orders

KPI Description: Record all successfully completed orders
Current: Wrong orders in the past 12 months resulted in a loss of $3,950.00
KPI Target: The monthly difference must not exceed $100.00
How you will The F&B manager must be checking carefully whether the required items match when
 measure this KPI? placing the order and keep a record every time.
Over what time
frame?
KPI 3:

KPI Name: Dealing cleanliness of glassware

KPI Description: Termination of customer complaints
Current: There were 16 complaints about cleanliness of glassware in the past 5 months
KPI Target: Procedures must be implemented to ensure no complaints
How you will All staff must check the cleanliness of glassware before to give to the client daily.
measure this KPI? Ensure all staff follows glassware cleaning guide before to washing.
Over what time
frame?
Model Tourism KPIs

KPI 1:

KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?
KPI 2:

KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?
KPI 3:

KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?
Model Events KPIs

KPI 1:

KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?

KPI 2:

KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?

KPI 3:

KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?
 2. New or innovative approaches to meet the KPIs

For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might need to employ
innovative approaches (procedures, processes, systems, technology, etc) to make sure that you and your team
achieve each KPI.

KPI Target Steps involved to achieve this KPI.

Increase total sales Selling drinks is key to increasing sales per customer. Wait staff need be pro-active;
per head from $23 Knowledge of specials and menus.
to $26.50 per head. Employing suggestive selling methods.
KPI Target 1  Provide training for our catering staff; teach them how to contact customers to
Increase customer achieve service benchmarks.
satisfaction from  Cooperate with our kitchen to provide customers with the best experience
37% to 80%  Track food in and out of the kitchen and Production time per dish

KPI Target 2  Track all successfully completed orders within every month, as well as orders that
The monthly have been delivered good or bad time, failed and cancelled.
difference must  Increase order checking, strengthen staff training on data and accounts.
not exceed $100.00  Improve the receiving system as soon as possible

KPI Target 3  Create new cleaning procedures

Procedures must  Demonstration to all staff how to cleaning
be implemented to  ensure to clean glassware with a polishing cloth
ensure no
complaints
 3. Constraints to meeting KPIs.

What could prevent you (organisational constraints) from implementing these new techniques? What needs to
be considered?

The rigidity of the company's system may make it impossible to implement new technologies.

Organizations can use technology to improve the reputation of the workplace in social media to promote
collaboration between various departments to provide better services to customers. To achieve the purpose of
technology implementation, it takes time for analysis and teamwork to ensure that the right new technology is
selected for the right reason

We need to perform data analysis on our work to ensure that it is effective. Considering that our employees are
the key to implementing these new technologies, we must involve them in all processes.

4. What to do if KPIs are not met.

What will you do if you identify that staff members struggle or do not achieve the set targets? Think about the
technique you would use to find where the problem lies, who you would communicate with and the steps
involved in finding a solution.

When dealing with underperforming staff members, it is important to include them in setting personal
performance goals. Ask staff how they want to improve, what they want to gain, and any new skills they want to
learn.

KPI must be an achievable goal and should be prepared for KPI failure. The correct way to set goals for KPIs is to
associate the goals with a specific time frame. Select the main KPI and break it down by monthly or annual goals.
Work with employees to develop SMART (specific, measurable, achievable, relevant, time-bound) performance
goals for improvement.

Then, ask questions together, such as;

 What can we do together to prevent these performance problems in the future?
 What are we doing to ensure that these problems are improved?
 What can other members of the team do?
This can encourage individuals to better implement performance goals, and provide coaching and guidance
when necessary to help them perform their duties.
After achieving these performance goals, arrange follow-up procedures to regularly monitor progress.
Feedback should be used to indicate progress to team members. This can be part of the formal review process,
during which employees and supervisors will meet to discuss their work progress. If the employee performs
well, the feedback should be positive; otherwise, the feedback should be positive. Sincerely, if criticism is
needed, then it should be constructive.

5. Methods of communication.

What methods of communication will you use to communicate the KPIs to your team?

Email - Share KPI report with team

Conference - use slide presentations to introduce KPIs

Website- regular KPI updates, Put the KPLs on the company website

Face to face communication.

Part B – Performance Review

Performance reviews are used by managers and supervisors to give and receive feedback from staff.

In this part of the assessment you will create a set of evaluation criteria to monitor and evaluate your staff. You
will need to:

a. Set Job Responsibilities and Tasks

b. Relate job responsibilities to specific performance indicators
c. Employee Feedback
d. Professional Development
e. Bonus and Reward Systems
f. Provide employees with feedback
g. Delegating tasks

a. Set Job Responsibilities and Tasks

Choose one Job Role within your department and document the responsibilities for that job role. Use the
following example as a guide:

EXAMPLE: Roles and responsibilities

JOB TITLE Responsibilities

Head waiter  Provide table service to tables.
 Abide by responsible service of alcohol laws.
 Comply with all workplace health and safety guidelines.
 Train junior staff on customer service and upselling techniques.
 Act as a positive role model by offering excellent customer service.
 Supervise junior staff during table service.
 Monitor billing and payments of orders during service.
 Delegate job tasks to other waiting staff.
JOB TITLE: Responsibilities
Head chef  Control and direct the food preparation process and any other related activities
 Use new or existing culinary creations to make menus to ensure portion and quality
 Dishes are approved and "polished" before they reach the customer
 Plan the order of equipment or raw materials according to the identified shortage
 Schedule repairs when necessary
 Correct any problems or defects
 Responsible for the employment, management and training of kitchen staff
 Supervise the work of subordinates
 Estimate the workload and salary of employees
 Maintain payroll and attendance records
 Comply with nutrition and hygiene regulations and safety standards
 Create an atmosphere of cooperation and respect among colleagues

F&B Manager  Manage all catering and daily operations within budget and to the highest standards
 Maintain excellent internal and external customer service levels
 Design great menus, buy merchandise and continue to make necessary
improvements
 Identify customer needs and proactively respond to all their concerns
 Lead the catering team by attracting, recruiting, training and evaluating talents
 Establish goals, KPIs, timelines, policies and procedures
 Provide two-way communication and establish an environment of ownership,
focusing on motivation and teamwork
 Comply with all health and safety regulations
 Management reports on sales results and productivity

Bar Manager  Manage the business aspects of the bar, such as maintaining current liquor licenses,
negotiating supplier contracts, inventorying and reordering supplies, managing
budgets, and setting goals.
 Hire and train employees to provide quality services to customers.
 Create effective timetables and resolve conflicts quickly to ensure adequate staffing
during peak hours.
 Set up and implement quality and safety controls.
 Make sure to update the license and comply with current regulations.
 Work with different personalities between staff and customers.
 Plan and participate in promotional activities.
 Disperse tensions between customers or staff to prevent possible security or legal
issues, and if necessary, expel unruly people.
 Maintain a fun and safe atmosphere for customers.
 b. Relate job responsibilities to specific performance indicators

Using the job responsibilities you listed in part A, create specific performance indicators.

You will need to:

 State what the indicator is

 Document how the indicator will be measured

Example:

Performance Indicator: How this will be measured:

Delegate job tasks to other waiting staff. All waiting staff to know their own role and tasks
for each shift.

Performance Indicator: How this will be measured:

Delegate job tasks to other chefs All chefs to know their own role and tasks for each
shift.

Performance Indicator: How this will be measured:

Delegate job task to the catering team member to training Employees should receive comprehensive training
for new staff before entering the workplace and starting work.

Performance Indicator: How this will be measured:

Customer satisfaction All Bartender must be follow the policy and
procedure
Make sure to update the license and comply with
current regulations.
 c. Employee Feedback

List 3 methods you can employ to encourage employees to give you open and honest feedback, and give an
example of each:

EXAMPLE:

Method: Example:
Staff meetings During each staff meeting devote time to asking for ideas or
contributions from staff.
Acknowledge staff who have given feedback.

Method 1-3: Example:

1. Suggestion box - establish a communication culture of 1. When employees do provide feedback, appreciate
openness, honesty, respect and trust their honesty.
Clearly and consistently show understanding and
appreciation to employees, who have overcome
their fear of being honest with you.

2.Email - Follow up with employees 2. Show employees that their feedback is being
considered, or better adopted. Even if it's just an
idea or suggestion, follow up with employees and
let them know that their feedback is always
appreciated and encouraged.
When received feedback ask employees how they
would like to follow up.

3. Face to face communication - Develop regular, 3. How can I help you do your job better?
informal conversations with employees, ask them some What do you hear from customers about our
insightful questions business?
Do you think we can do better as an organization?
How can I provide you with the best support on
this project?
 d. Professional Development

Training and development should help solve problems or skill shortages in the department and improve both
the staff member and the business.

List 3 techniques which you can use to identify problems or skills shortages in your department, which will help
you determine training needs.

EXAMPLE:

TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES:

Using customer feedback surveys. Customers making complaints might point you to a problem with products or
service, which may highlight gaps in an individual’s knowledge or skills.

1. Using employee performance comparison every month can show that the employee has problems can
guide his mistakes and improve performance.

2. By checking the sales situation every month, you can find out whether there is any type of problem in the
sales department and correct the problem.

3. Regularly check the production range to see if the raw material is lost due to the use of the wrong machine
or machine failure, and then it can be repaired.
 e. Bonus and Reward Systems

What is the purpose of a reward system?

List 3 different ways you can reward your employees. For each reward type list any positive or negative aspects
associated with the type of reward.

Reward Positive Negative

1. Gift cards 1. Gift rewards can motivate 1. Some employees may never be
employees and improve able to meet the motivational
performance, encouraging the requirements. When these
adoption of better behaviours. employees watch their colleagues
surpass and surpass them,
problems such as hostility and
resentment may arise

2.Monetary rewards 2. Improve morale and a positive 2. Bonus incentives may inhibit
working environment, it can teamwork because they often
reward individual achievements
encourage the people and will have
rather than team achievements,
more and more customers. which can lead to competition and
disagreement, affect the
relationship between colleagues
and cause jealousy.

3. Workers will enjoy and also can 3. It may need additional funds
3. Extra vacation
cover the losses which were cause for extras; it can be a loss to your
by their unpaid leaves. company maybe on a shorter scale.

f. Provide employees with feedback

You should provide feedback to your staff on a regular basis. The method you use to provide feedback might
depend on the time the employee has worked for you, and the context of the feedback you need to provide.
For each of the following, give an example of a method of feedback (continuous, public, private) you could use
to provide feedback to the employee.

EXAMPLE:

Work Scenario Feedback Method

Training a new employee. Continuous positive feedback is needed as each task is
learned and completed.

New employees can feel anxious if they are not clearly shown
what to do, and given praise as they learn the ropes.

Work Scenario 1 Feedback Method

Indicating the progress of the team in relation Public feedback is a way to motivate the team and show them
to meeting KPIs. the good work they are doing.

That is necessary for the operations team. If the KPI fails to

meet the target, you need to meet and talk to the team.

Work Scenario 2 Feedback Method

The worker needs to be spoken to after a Personal face-to-face communication can let you know which
period of poor performance. position has problems and provide feedback.

Work Scenario 3 Feedback Method

Yearly review process. Performance evaluations are usually conducted once or twice
a year, feedback should not be limited to a short evaluation
period.

The annual review should provide a consistent assessment.

When the company is established, you can still use your KPIs
for auditing, otherwise you will make changes and get a new
 plan

g. Delegating tasks

List 3 tasks you must delegate as a manager/supervisor in your department. For each task, define the benefits to
delegating this task:

EXAMPLE:

Task Benefits of delegation

Supervision of waiting stuff during table service Saves my time during service.

Increases morale of head waiter.

Creates professional growth for head waiter.

Task 1 Benefits of delegation

Supervision with the food quality and services Improve efficiency, productivity and management.
provided at the restaurant
Ensure the quality, preparation and service of food meet.

Task 2 Benefits of delegation

Improve the professional growth of employees.

Supervision staff how to communicate with
customers to solve problems Improve staff training and communication skills.

Increase customer satisfaction

Task 3 Benefits of delegation

Supervision checklist of the kitchen cleanliness No complaints related to the cleanliness of cutlery and kitchen
and food and beverage cleanliness

Increase repeat customer