Reference no: EM133039812

SITXMGT001 Monitor work operations - Australian College of Hospitality & Business Management

Assessment Task: OPERATIONAL QUALITY ASSURANCE

Description:

This is a team-based assessment task. Teams of up to four (4) students will be formed at the beginning of the term, and work throughout the term undertaking parts of this assessment. Some teamwork will also be designated during classroom sessions.

Operational plans provide an organisation with a mechanism to put their strategies in action and identify the resources required to achieve their stated goals and objectives. Operational plans may also be termed as action plans, annual plans, management plans or tactical plans. Separate operational plans are often prepared by different departments within an organisation to outline their specific tasks and priorities.

In Assessment Task1, you developed the understanding of the structure and components of an operational plan through an analysis of a sample operational plan. In this assessment task, given as a team task, your team will be required to develop workplans and workflows typical for travel and tourism operations.

You team has been provided with the following scenario as an organisational context;

Tourism Australia

Tourism Australia is the Australian Government agency responsible for attracting international visitors to Australia, both for leisure and business events. The organisation is active in around 16 key markets and activities include advertising, PR and media programs, trade shows and industry programs, consumer promotions, online communications and consumer research.

For over 40 years Tourism Australia has been promoting Australia to the world focussing on what is unique and special about Australia, and what sets Australia apart from the rest of the world. The tourism brand is one building block within the broader Brand Australia concept. It inspires brand positioning, proposition and personality, as well as our target audience.

Task

For the purpose of this assessment task, your team will play the role of a "Quality Assurance" team working with Tourism Australia. As sample Tourism Australia Performance Plan is provided for your information and organisational context. Assume that your team's primary responsibilities (in the role-play) are;

» Review of existing operational processes
» Establishing quality criteria and quality measures
» Developing quality-based operational procedures
» Monitoring quality

In view of the new strategic planning process, your team has been given the task to develop workflow charts and processes for key operational areas where quality if critical. These areas are;

AREAS TO ANALYSE

» Product development and marketing (concept to implementation)
» Customer service (Complaints handling)
» Delays and time management difficulties (Task delegation and management)
» Staff recruitment
» Staff performance
» Staffing levels and skill profiles (identifying HRM requirements and developing staff)

For EACH of these areas (total 6);

1. Develop a flow chart that demonstrates the complete activity/process

2. Develop a workplan that lists key activities and task in accordance with the flow cart

3. Develop quality criteria for each of the task (how quality will be measured)

4. Develop a checklist for monitoring quality outcomes

5. Identify at least three issues/contingency/problems that may arise in the area/operation

6. Develop strategies to address these issues/contingency/problems

7. Proposed staff and proposed workloads

8. Proposed work schedules

9. Approximate budget (process-wise, based on HR and other resources requirements)

10. Waste minimisation techniques/methods in the process

Attachment:- Monitor Work.rar