This cover sheet is to be completed by the assessor and used as a record of student

competency in this assessment task

Note to Assessor:
• You are to use this checklist when assessing the evidence provided by the student as a result
of the student completing this assessment task. You should conduct your assessment in
accordance with the Principles of Assessment and Rules of Evidence as outlined in Standards
for RTO’s 2015: Clause 1.8.
• Attach student`s hand out during the coaching session if applicable

1.1. Monitor efficiency and service levels through close Yes

contact with day-to-day operations. No
1.2. Ensure workplace operations support overall Yes
organisational goals and quality assurance initiatives. No
1.3. Identify quality problems and issues and make
appropriate adjustments to procedures and systems, with Yes
relevant approvals. No
1.4. Proactively consult with colleagues about ways to
Yes
improve efficiency and service levels, including potential
No
for new technologies and other innovations.
1.5. Provide feedback to colleagues and management to Yes
inform future planning. No
1.6. Identify and take opportunities to evaluate current and
Yes
emerging industry trends and practices for relevance to
No
own work situation.
1.7. Assess and respond to opportunities to improve Yes
sustainability of day-to-day operations. No
2.1. Assess current workloads, and schedule work to
Yes
maximise efficiency and customer service quality within
No
budget constraints.
2.2. Delegate work according to principles of delegation. Yes
No
2.3. Assess workflow and progress against agreed Yes
objectives and timelines No
2.4. Assist colleagues in prioritising workload through Yes
supportive feedback and coaching. No
2.5. Provide timely input to appropriate management Yes
regarding staffing needs. No
3.1. Monitor team and individual performance against Yes
agreed goals and objectives. No
3.2. Proactively share information, knowledge and Yes
experiences with team members. No

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3.3. Challenge and test ideas within the team in a positive Yes
and collaborative way. No
3.4. Provide feedback, coaching and support to team Yes
members. No
3.5. Complete and submit organisation records as Yes
required. No
4.1. Identify and analyse workplace problems from an Yes
operational and customer service perspective. No
4.2. Initiate short-term action to resolve immediate Yes
problem where appropriate. No
4.3. Analyse problems for long-term impact, and assess
Yes
and action potential solutions in consultation with relevant
No
colleagues.
4.4. Where a team member raises a problem, encourage Yes
individual participation in solving it. No
4.5. Take follow-up action to monitor effectiveness of Yes
solutions. No
work organisation and planning methods appropriate to Yes
the industry sector No
leadership and management roles and responsibilities in Yes
the relevant industry sector No
Yes
operational functions in the relevant industry sector
No

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procedures and systems to support work operations: Yes
administration No
health and safety
service standards
technology
work practices
concepts of quality assurance and how it may be Yes
managed and implemented in the workplace No
sustainability considerations for frontline operational
management, including:
relationship between operational efficiency and
financial sustainability Yes
No
ways of minimising waste in the relevant work
context
social responsibilities of the operation
time management principles and their application to
Yes
leaders and managers for planning own work and the
No
work of others
principles of effective delegation and delegation
techniques in a frontline management context:
clear communication of what is required
gaining commitment Yes
No
no undue interference
regular reporting
selecting the right person

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problem-solving and decision-making processes and Yes
techniques and their application to typical workplace No
issues
industrial or legislative issues that affect short-term work
organisation appropriate to the industry sector, including:
relationship of relevant industrial awards to hours Yes
and conditions of work No
ensuring systems and procedures meet work
health and safety requirements.

I hereby acknowledge : I declare that I have

by signing this declaration that I have not conducted a fair, valid, reliable and flexible
cheated or plagiarised any work in all the assessment with this student, and I have
assessment tasks undertaken in this unit of provided appropriate feedback
competency except where the work has
been correctly acknowledged or as per the
specific assessment task instructions. Assessor Name:
_____________________________
I declare that I have been assessed in this
assessment task, have been provided with
feedback and I have been advised of my Signature: ____________________________
result. I also am aware of my appeal rights
Student name: Date: ____/_____/_____
_____________________________
Signature:
____________________________

Date: ____/_____/_____

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 This assessment requires you to answer all the listed questions in your own words
This assessment will be conducted in QCVE classroom
On completion, submit the knowledge test to your assessor.
You are required to complete this assessment in 2 hours.
You are required to answer all the questions that are outlined in this Assessment and submit
your evidence to your Assessor so that you can be graded as either – Satisfactory or –
Not Satisfactory for this assessment. Your Assessor will provide you with feedback.
Only when all your answers have been assessed as satisfactory will you be deemed –
Satisfactory for this assessment.
If the evidence is graded as – Not Satisfactory you will be required to re-submit the
evidence. In this case you will be provided with clear and constructive feedback based on the
assessment decision so that you can improve your skills / knowledge prior to reassessment.

You must submit the completed assessment cover sheet and your answers to your assessor.
Your assessor will tell you how to submit your responses to this task. Ensure you keep a copy of
your submitted work.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to
you.

The task must be done in your classroom.

Your assessor will also tell you when your work should be submitted by.

If you are unable to respond to the questions in writing, your assessor may be able to provide you
with an alternative method, such as asking you verbal questions. Discuss this with your assessor.

Reasonable adjustment will be provided for students with a disability or learning difficulty
according to the nature of the disability or difficulty. Reasonable adjustments are made to ensure
that the student is not presented with artificial barriers to demonstrating achievement in the
program of study. Reasonable adjustments may include the use of adaptive technology,
educational support and alternative methods of assessment such as oral assessment.

In assessing the competence of individuals, assessors must provide for reasonable adjustments
to ensure the assessment principles of fairness and flexibility are addressed. However, assessors
must be confident that reasonable adjustments do not compromise the outcomes of the unit and
the integrity of the qualifications and Statements of Attainment issued as certification of
achievement.

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You have 2 attempts of submission for each unit of
competency.
For each assessment re-submission, you should complete any assessment tasks that were
marked as NYS and resubmit. Students should meet the student support officer and book for the
reassessment at this stage.
Third attempt to submit the assessment will require further training and you will need to enrol in
the unit of competency and subsequently extend your CoE.
If you are dissatisfied with an assessment decision, you should make an appeal to the CEO in
writing no longer than 20 days following advice of the assessment decision.

You will be required to attempt the assessment during the re-assessment week. Please check the
fee and charges policy for any fee that may apply for re-assessment.

QCVE has a zero-tolerance policy for cheating and plagiarism. The work that you submit should
be your own. must not be a used or reproduced (all or parts) of another student's work.
Must not be collaborated with another student on work that is intended to be
completed individual submission
Must not be performed/submitted by another person on your behalf
contracted another person to do the work for you
allowed or contracted another person to edit and substantially change your work

Students are encouraged to reflect on key observations and issues encountered during their
studies to encourage learning. Knowing what you understand or have mastered and identifying
where you need to improve the critical skills for successful learning.
Your assessor will give you feedback throughout the duration of the unit you are studying and
after assessment results. The feedback given to you will always be to support your achievements
and to monitor your progress throughout your studies.
satisfactory within that term. Students must approach the trainer during their tutorial classes and
discuss with the trainer and arrange the reassessment.

During the assessment tasks, you will be provided with:

Printed copy of the written assessment

handwritten responses to all the questions

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Q 1. The process of monitoring work operations is often broken down into six stages. Name 3 of
these. Answer:
• Creating a specific method to measure target performance (could be by using Key
Performance Indicators/KPIs) to develop system for monitor the performance of the daily
operation.
• Compare the measurement with the actual performance result daily.
Identify what is wrong with the work performance and create the system to encounter the
problem.

Q 2. Monitoring the expected service provisions of your staff is an important part of a frontline
supervisor’s job. How often should this be done?
Answer: Once per week (weekly basis) is the right time to monitor the staff’s performance for their
expected service provisions. By doing weekly monitoring, it’s easier to check on the data and the
accuracy of the monitoring system as well.

Q 3. Once workflows have been established, what should you do to determine whether the
workflows you have implemented are in line with achieving organisational goals?
Answer: Create a monitoring system that would be able to help in evaluating and monitoring the
implemented workflows so that it will always be aligned with the organizational goals and
objectives.

Q 4. List 3 ways to identify quality problems with your service.

Answer:
• Customer survey and complain; using the survey and the rate of complain from the
customers that the company received about their service quality.
• SWOT analysis; doing a SWOT analysis to identify the strength, weakness, opportunity
and threat of the company’s service quality. This analysis will help the company to identify
what’s lacking and what went wrong with their service quality.
• Cause and effect diagram; perform this analysis method in order to find out what is the
cause of the poor or problem in the quality service and what kind of effect it would give to
the business operation.

Q 5. ‘In house training’ is one example of a process or system which you may need to make
adjustments to resolve quality issues. List 4 other processes or systems from your industry.

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Answer:
• Personal training/coaching/mentoring.
• Job rotation.
• Seminar about quality service.
Performance evaluation and assessment (to determine training needs analysis).

Q 6. How can encouraging a culture of open communication and innovative thinking help you
improve efficiency and service levels?
Answer: Employee will be able to talk openly about the problems that they encounter during work,
which will make it easier for their team leader to identify those problems and think of a way to
solve it. Open communication with other colleagues will also help the employees in exchanging
ideas and opinion, which will result in new and innovative ways in solving problems. Problems will
be solved easier and faster.

Q 7. List 3 ways to identify current and emerging trends in your industry.

Answer:
• Expand networking; by expanding the size of the network that the company have, it’s
easier for the company to know about the current and emerging trends in their chosen
industry.
• Utilize internet sources; start by subscribing to journal/blog/website that’s relevant to the
industry of the company.
• Market research; doing a market research is the best way in researching for the current
and new trends in the industry, by directly taking the opinion of the customers and
consider their preferences.

Q 8. Sustainability is usually associated with the environment;however, it can also refer to the
operations of a business. Other than environment, what are the 2 other areas of operational
sustainability?
Answer:
• Performance measurement and reporting.
• Risk management strategy (from identifying and solving the risks).

Q 9. What is the purpose of having a logical, well defined workflow?

Answer:

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 • To know precisely about the flow of the work, steps
should be taken, how long a task would take, and who is responsible for the task.
• To be able to analyse the process of the work, what went wrong in the process, and what
could be done to improve it.
• To align the team/employees in the right direction to achieve the business goals.

Q 10. List 3 business benefits of having an efficient and effective workflow?

Answer:
• Business could identify the problems within the work process and fix it immediately
without experiencing any big loss over the problems.
• Risk, issues and problems in the business operation are identified early.
• Achieving the business goals of the company within the right timeframe and deadline.

Q 11. ‘Considering the task to be delegated’ is the first step in the delegation process. List 3 more
steps in delegating work or job tasks to staff.
Answer:
• Assign the person in which the task will be delegated to.
• Confirm understanding and commitment from the person about the delegated task.
Ensure they agreed to do it to avoid delegating the task back.
• Evaluate and monitor the progress and give advice/help when necessary.

Q 12. A Gantt chart can help you monitor your workflow progress against timelines to a help
ensure objectives are being met on time. List 3 things you need to do to develop a Gantt chart.
Answer:
• Understand the breakdown of the work structure in the company.
• Gather the necessary information and data that will be needed to create the Gantt chart.
• Build the timelines to ensure that each task get the right time for it to be finished
completely and properly.

Q 13. Coaching and mentoring staff can help them prioritise their job tasks and workload. Name 3
functions of coaches or mentors.
Answer:
• As an advisor/counsellor to help develop professional interest and career goals for the
employees
• As supporter that will be ready to help the employees when they needed any counselling
or advice
• As motivator to the employees to keep exploring themselves and facilitate them with the
right equipment that could help with their professional development and career

Q 14. ‘Giving credit where credit is due’ is one effective way of providing feedback and guidance
to your staff. List 3 other examples.
Answer:
• Encouraging employees to improve their skills and knowledge.
• Doing the performance assessment and evaluation survey.
• Improve employee’s motivation.

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Q 15. You must keep management informed if the workflow you have designed impacts on staff.
What are 2 possible impacts implementing a new workflow may have on staffing requirements?
Answer:
• Implementing a new workflow might cause a change in job description.
• It also might cause a change in the operational of the company and how their business in
being operation.

Q 16. List 5 aspects of staff behaviour or productivity that you should monitor.
Answer:
• Satisfaction on their current job and position.
• The teamwork within the team or the company.
• Their needs for achievement or recognition.
• Their interpersonal skill, including their communication skill.
• Current performance of the staffs.

Q 17. What are 4 common signs that there may be some performance problems or issues you
might need to deal with?
Answer:
• Quality of work of the employee.
• The employee keep on missing the deadlines.
• Lack of morale, motivation, and low on engagement with their job.
• The employee is having a problem working with other colleagues or their direct supervisor.

Q 18. How can simply sharing what you know to staff members improve the performance of the
business?
Answer: By sharing knowledge, information and data to each other, it would help to improve the
overall performance of the business because the staffs will be able to work on the same ground
and having the same knowledge/skill/information therefore the operation will be more smooth,
and it impact on the effectiveness of the staff’s performance during work hours.

Q 19. Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List
3 ways you can make sure your brainstorming sessions are effective.
Answer:
• Have a moderator to keep the session in check.
• Identify the problem and method to resolve it.
• Setting the goals and the time limit to reach the goals.

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Q 20. List 3 types of administration documents or workplace records you might need to complete
and submit in your industry.
Answer:
• An up-to-date staffs personal information and data.
• Meeting minutes.
• Financial records of the company.

Q 21. List 5 types of customer service related problems from your industry that would require your
attention as a supervisor.
Answer:
• Customer being treated rudely by the staffs.
• The company is not able to keep their promise (underperforming, bad product).
• Customer is forced to buy items that they didn’t need.
• The company takes too long to response and resolve issues.
• Staffs didn’t have the right knowledge and skill when selling the items to the customers

Q 22. List 5 common management problems or issues that you as a supervisor, may deal with on
a regular basis.
Answer:
• Lack of communication with each other that might create a strain within the company or
team members.
• Some of the employees are having poor performance.
• Bullying that happen within the workplace and takes too long to be resolved.
• Some of the employees lack the skill and knowledge for their position.
• No professional advice or support from the management.

Q 23. Consider the following scenario.

A customer arrives to find that you have no record of a booking he claims he made with one of
your staff members several weeks ago.
What is a possible short-term action you could take to resolve the problem?
Answer: Immediately apologize to the customer and check whether there’s still empty room for
the customers to check-in first, so that the customers could rest. Management could also offer
discount on popular restaurant or free pass to the hotel facilities.
Q 24. Considering the previous scenario.What is a possible long-term action you could take to
resolve the problem?
Answer: Management of the hotel have to check with the staffs first about the booking. After
knowing the exact problem, the management could offer a better room for the customers to stay,
or check with their hotel partner about the room with the same quality of that the hotel has.
Management could also offer refund to the customer for their hotel booking.

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Q 25. What is the advantage of involving staff in the decision-making process?
Answer:
• Company will get more innovative ways in problem-solving.
• Have more ideas and opinion regarding the problems, as well as being able to see the
problems in different angles.
• Increase morale, motivation and level of engagement of the employees with the current
project or decision.

Q 26. When a staff member raises a problem with you, write 2 questions you could use to
encourage them to help solve the problem.
Answer:
• What kind of help do you think you need in order to solve the problem?
• What do you think is the cause of the problems?

Q 27. How often should you review decisions you have made to see if they are still effective?
Answer: Once a week is the ideal time to review every decisions made and check whether they’re
still effective enough to be used for another week or changes are necessary.

Q 28. Give an example of industrial awards or conditions in your industry, that may affect how you
roster staff, etc.
Answer:
• Additional pay for overtime work (it has to be approved by the supervisor or manager).
• Career chance and development for the employees.
• Paid leave or holidays for exceptional employees who contribute greatly to the company.

Q 29. Name a website could you use as a reference to check the awards and conditions of your
workplace.
Answer:
• fwc.gov.au in awards section.
• fairwork.gov.au in award & agreement section.
• Company’s intranet.

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Q 30. For your department and your industry, list 4 job positions, and briefly describe the tasks
and requirements of each position. 2 of the positions must be management positions within your
sector (the positions must differ from the examples provided below)
For example:

Position Tasks and Requirements

F&B Manager Oversees bookings, training, budget, orders beverages
Restaurant Supervisor Ensures correct restaurant setup, service standards
Head Waiter Looks after sections of the restaurant

Answer:

• Oversee and approve the ideas for new product

Product Development • Delegate tasks to the staffs in product development
department
Manager
• Communicate with supplier about raw materials
• Check budget for product development

• Oversee the whole process of loading and unloading in the

Warehouse Manager warehouse
• Ensure the safety of the staffs by providing them with the
right equipment
• Assign staffs to work overtime
• Ensure that all deliveries are made within the right
timeframe

Finance Staff • Process and prepare financial records to be checked by

Manager
• Create, send and follow-up invoices
• Prepare payroll for the employees

Production Staff • Create the product based on the design from Product
Development department
• Use correct raw materials for the product
• Work within the timeframe and fulfill daily quota

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Q 31. List 4 principles of time management.
Answer:
• Have a clear vision of what you wanted to do.
• Define the limits and the timeframe for each task. Timeline have to be realistic.
• Prioritize the most urgent task to be done first.
• Ensure total commitment on working on the task.

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