BSBMGT517 Assessment 3 -Project
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School
Northeastern University *
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Course
MISC
Subject
Information Systems
Date
Jan 9, 2024
Type
docx
Pages
6
Uploaded by AmbassadorRiverCrow
Assessment Tasks and Instructions Student Name
Chengge Xu
Student Number
9454
Course and Code
Unit(s) of Competency and Code(s)
BSBMGT517 Manage operational plan
Stream/Cluster
Trainer/Assessor
Assessment for this Unit of Competency/Cluster
Details
Assessment 1
Short Answers
Assessment 2
Project 1
Assessment 3
Project 2
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
Cheng
Date
2
nd
Assessor to complete
I agree the adjustments applied to this assessment are reasonable
Name
Signature
Date
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Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your ability to:
develop and implement an operational plan using a variety of information sources and consultation (including using specialist advice if required) which includes:
o
resource requirements
o
key performance indicators
o
monitoring processes
o
contingency plans
communicate effectively with relevant stakeholders to explain the plan and supporting information, seek approvals, negotiate variations and engage work teams
develop and implement strategies to achieve the operational plan within the organisation’s policies, practices and procedures including:
o
recruiting, inducting and developing personnel
o
acquiring physical resources and services
o
protecting intellectual property
o
making variations to the plan
o
monitoring and documenting performance.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Place/Location where assessment will be conducted including timeframes for completion
RTO to complete
Resource Requirements
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access
to:
relevant legislation and regulations
workplace documentation and resources
case studies and, where possible, real situations
interaction with others.
Pen, paper, computer, persons which the student can observe undertaking tasks as determined.
Instructions for assessment including WHS requirements
Assessment 3 consists of a project comprising of 2 parts, Part A and Part B. PART A Requires you to select a procedure or task completed in an organisation or department as outlined in the tasks below. For these procedures or tasks you are required to write the detailed procedural steps required to complete these to industry standard in form of a checklist. You are then required to observe a staff maber SIT Version 1 2
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completing the procedure/task and document the performance. Upon completion you are required to identify the shortfalls and underperformances.
PART B Requires you to write a strategy which can be implemented to overcome the identified shortfalls. The strategy must be supported by an overview of all cost factors which will impact on the strategy including human and physical aspects On completion you are required to write a critical reflection on the project overall, including cost effectiveness, viability for the operation ain terms of ROI, and realistic alternatives to improve processes and procedures. Each suggested approach must be evaluated for positive and negative impacts. This assessment is one form of assessment type that is used to collect evidence and will count towards gaining competence toward this unit.
To demonstrate competence each task must be completed and the relevant question must be answered by the student.
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: Date: / /201
This assessment:
First Attempt 2nd Attempt 3nd Attempt Extension –
Date: / / RESULT OF ASSESSMENT
Project 2 Part A Project 2 Part B Satisfactory Not Yet Satisfactory Satisfactory Not Yet Satisfactory Feedback to Student:
Assessor(s) Signature(s):
Date:
/ / Student Signature
Date:
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Assessment 3
Part A Observation of operational procedures or tasks
This project consists of an observation of an operational procedure relevant to your area of training which may include a Kitchen operation, Front office, Tourism, Events, Food and Beverage, Rooms Division or Administration. The focus needs to be on observing and improving existing procedures or to identify new processes to improve operations.
o
This may relate to workflow processes
o
Cost efficiency of products and services
o
Customer service related issues
o
Check-in, check-out procedures
o
Staff efficiency and training needs
o
or a specific procedure as instructed by your trainer
Establishment/Organisation: ______________________________________________
Task Procedure performed in the Organisation selected: _____________________________________________
Date: ____________________________________________________
Your Task:
1.
Provide an overview of your workplace and a description of the operational procedure you will monitor, analyse and review and outline the reasons which indicated to you that a review would be necessary (for example complaints from customers about prolonged waiting periods for check-in; prolonged waiting periods for food in the restaurant; frequent errors in reconciliations at the end of the shift in front office or similar.
Overview of Workplace and Operational Procedure:
The workplace I will be observing is a hotel's front office. The operational procedure I will monitor, analyze, and review is the check-in process for guests. The reason for the review is the frequent complaints from customers about prolonged waiting periods during the check-in process, leading to a negative experience upon arrival.
2.
List the Standard Procedures which would be required to perform the procedure or tasks and the criteria which are used to industry standards to measure the performance required. This needs to show all tasks which are part of the procedure you observe.
Standard Procedures and Performance Criteria: a. Greeting and Registration: Welcoming guests, collecting necessary information, and assigning rooms. Performance criteria include accuracy of guest information collection, speed of registration process, and providing a warm and friendly welcome. b. Room Key Issuance: Providing guests with their room keys and explaining relevant information. SIT Version 1 4
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Performance criteria include providing correct keys promptly and ensuring guests understand room-
related details. c. Payment and Check-Out Process: Collecting payment, providing receipts, and facilitating a smooth check-out. Performance criteria include accuracy of payment collection, efficiency in generating receipts, and ensuring guest satisfaction during the check-out process.
3.
Observe the task or operational procedure and provide an overview of your findings.
Observation Findings:
During the observation of the check-in process, I noticed the following:
a. Insufficient staff: The front desk was understaffed, leading to delays in attending to guests and increased
waiting periods.
b. Inefficient information retrieval: The staff struggled to find guest information quickly, resulting in prolonged
registration times.
c. Lack of personalization: Guests were not greeted with personalized messages or offered any additional
services, leading to a generic and impersonal check-in experience.
4.
Following the observation identify any shortfalls or underperformance during the observation of tasks or processes and document these in detail. What were the issues and what were the potential reasons for these? Shortfalls and Underperformance:
a. Issues: Prolonged waiting periods, inefficient information retrieval, lack of personalization, and a subpar guest experience.
b. Potential Reasons: Insufficient staffing levels, outdated technology or systems for retrieving guest information, and inadequate training in customer service and efficiency.
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Part B Developing strategies and critical reflection
5.
Develop a strategy that can be implemented to overcome the shortfalls you have identified and explain how each step of the strategy will be implemented to ensure it will be successful. Include the documentation required for this.
Strategy to Overcome Shortfalls:
Step 1: Increase staffing levels during peak check-in hours to ensure prompt assistance and reduced waiting times.
Step 2: Implement a digital guest management system to streamline information retrieval and registration processes.
Step 3: Provide staff training on customer service skills, including personalized greetings and offering additional services to enhance the guest experience.
6.
Provide an overview o the potential cost factors for your suggested procedures including physical and human resource aspects as relevant.
Cost Factors:
a. Physical Resources: The cost of implementing a digital guest management system, including software, hardware, and network infrastructure.
b. Human Resources: Expenses related to hiring additional staff members during peak hours and conducting customer service training programs.
7.
In brief provide a critical reflection on your project: Given what you have observed, analysed in terms of resources required and the potential outcomes from the strategy you have developed, how viable is your strategy in terms of outlay required by the organisation? Would there be a more cost effective option?
Critical Reflection:
Considering the resources required, the strategy appears viable for the organization. Although there will be initial costs associated with implementing the digital guest management system and hiring additional staff, the long-term benefits, such as improved guest satisfaction and efficiency, outweigh the expenses. The strategy focuses on enhancing the guest experience and addressing the identified shortfalls effectively. It is important to prioritize guest satisfaction, as it can lead to positive reviews, repeat bookings, and increased revenue. Therefore, this strategy is the most cost-effective option for the organization in the long run.
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