Reference no: EM133039785

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

Assessment Task 1:

Description:

REVIEW AND ANALYSE AN OPERATIONAL PLAN

An Operational Plan is a detailed action-oriented plan that provides a clear picture of how a team, section or department will contribute to the achievement of the organisation's strategic goals (FLN). An operational plan could be part of a strategic or a business plan, addressing human resource, physical resource, action items, key performance indicators, and operational budget requirements to achieve the intended goals. A contingency plan often accompanies an operational plan that prepares for alternative actions in case the operational plan meets any obstacles.

With a view to develop an understanding of key components and use of operational plans, you will review and analyse a sample operational in this assessment task. The sample operational plans are actual plans obtained from public domain sources for the purpose of this assessment. Formats and contents of the plan differ from organisation to organisation. However, you will be required to analyse the plan within the context of the following areas;

» Stated goals and objectives
» Key performance areas
» Key performance indicators
» Human resource requirements
» Physical and other resource requirements
» Action plan/task/items
» Budget/cost expectations
» Key responsibilities

Ensure that your sample plan provides you with enough information to analyse the above components. Your analysis will essentially be based on your understanding and explanation of the plan - what you think about it, its key features, and how, in your view, this plan will help the organisation achieve their strategic objectives. You may also want to visit respective organisation's website and gather further information to support your analysis/comments.
Please note, merely reiterating the contents of the plan will not be construed as an analysis. Cambridge dictionary defines analysis as the process of breaking up a concept, proposition, linguistic complex, or fact into its simple or ultimate constituents. Accordingly, it will be expected that you will write the analysis in your own words and understanding.

Plan analysis must be word processed and appropriately structured under headings/sub-headings.
Word Limit: There is no work limit for this task. However, it is expected that the analysis will be contained within four to five singles sided A4 sheets with a maximum spacing of 1.5.

This assessment task must be completed during an in-house assessment session in presence of an assessor.
As this assessment task is given as a formative assessment, the trainer/assessor may provide an opportunity for corrections/improvements as a feedback. Where corrections/improvements are required, the students will be allowed to resubmit their works for marking without any academic penalty. Only two such attempts will be allowed before a further assessment is made on specific learning needs of the learner. If you have any learning difficulties or constrains, discuss with your trainer/assessor at the earliest.

Assessment Task 2: 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

Assessment Task 3:

Question 1. What is an Operational Plan? What information would an Operational Plan typically contain?

Question 2. Explain the role of an operational plan in achieving the organisation's objectives

Question 3. What are Key Performance Indicators (KPIs)? Provide two examples of financial and non-financial KPIs in your own understanding.

Question 4. Quality assurance takes a company-wide approach. Discuss what this includes in your own words.

Question 5. Explain the relationship between operational efficiency and financial sustainability in your own words.

Question 6. List five waste reduction techniques that can be applied within the travel and tourism sector.

Question 7. List five principles of effective delegation that managers should consider.

Question 8. Explain two problem-solving techniques that can be used by teams. Support your answer with appropriate reasoning/effectiveness of each of the techniques.

Question 9. List and briefly describe at least four leadership characteristics that in your opinion will be critical for a manager working within the travel and tourism sector.

Question 10. Discuss why time management is an essential skill for all the employees. List and describe two-time management techniques that could be used by both teams and individuals.

Attachment:- Monitor Work.rar