Reference no: EM132486269

AT3A - Case Study

Answer all the questions

Q1: Why is delegation an important skill for Olivia to learn?

Q2: Why do you think Olivia's supervisors have been unwilling to take responsibility for decision-making when Olivia is present?

Q3: Why do you think Olivia doesn't delegate? Explain your reasons.

Answer questions 4 to 6 based on Olivia's responsibilities and tasks she performs listed in the case study information.

Q4: What tasks are not suitable for Olivia to delegate?

Q5: Which of Olivia's tasks could be completed by others in the management team when she's absent, for example, on annual or sick leave?

Q6: What tasks that Olivia currently regularly undertakes could be permanently delegated to her supervisors?

Q7: What should Olivia do to ensure any delegated tasks are successfully performed?

Q8: There are four methods of giving instructions effectively. Give one example of how Olivia could give an instruction to her supervisors for each method.

Q9: Suggest some time management strategies that could assist Olivia.

Q10: How can ineffective time management become a workplace health and safety issue? Discuss the potential operational or legal implications of this issue.

Q11: One of the tasks Olivia has permanently delegated to her supervisors is checking the set up and operation of AV equipment prior to the commencement of an event. One of the supervisors has approached Olivia and told her she doesn't actually know how to set up many of the items of equipment. She has always asked one of the more tech-savvy service staff to do it. How can Olivia encourage her supervisor to participate in solving this problem?

Q12: How could any information, knowledge or experience Olivia has help her supervisor in this situation?

Task 2: Deliver quality services

Q2: Who could Olivia consult with when considering ways to address quality issues and reduce customer complaints? Indicate what she would discuss with each person.

Q3: Choose one of the problems or issues listed in your response to question 1. Describe what adjustments Olivia can make to procedures or systems to improve quality and reduce complaints.

Q4: What is one short-term action Olivia could take to reduce the impact of this problem?

Task 3: Monitor staff performance against objectives

Q1: Based on the results, is Morrison meeting his KPIs?

Q2: Based on Olivia's duties and your response to question 4 (duties that cannot be delegated) in Task 1, is managing Morrison's performance one of Olivia's responsibilities? Explain why/why not.

Task 4: Research and implement improvements to quality service

Q1: Based on your research, what is your recommendation?

Q2: Describe how this solution will resolve the issue. How will it ensure hot plated food remains hot during service to customers?

Q3: What are the potential long-term positive and/or negative consequences of implementing this recommendation? Consider factors such as workflows, event timings, individual and team work loads and job roles/responsibilities, food quality, service standards, organisational procedures.

Q4: How does this recommendation affect the financial sustainability of the business, for example, does it increase or decrease costs in the short or long term? If yes, in which areas of the business?

Q5: What changes must be made to workplace procedures or work practices if your recommendation is implemented?

Q6: What support or coaching do individuals and teams need to implement your recommendation successfully?

Q7: What methods can Olivia and her supervisors use to monitor the implementation and operation of your recommendation in day-to-day operations, for example, how do you monitor efficiency, assess workflows or ability to meet service, health and safety or human resource standards?

Q8: How can Olivia determine if your recommendation has successfully resolved the issue? Briefly describe the monitoring method(s), sources of feedback and organisational goals or information you will use.

Task 5: Assess current and emerging trends

Q1: What current or emerging industry trends can Boutique Events incorporate into their current operation to help them achieve their business goals? Describe at least two methods, and discuss how they help the business achieve their goals.

Q2: What customer service or quality standards are enhanced by each of these methods?

Q3: How do these methods affect operational workflow, and job roles or responsibilities?

Q4: How do you test your ideas with your team? Describe what techniques you can use to ensure a positive and collaborative environment.

Q5: How do your suggestions affect staffing needs? Outline the impact of your suggestions on current staffing levels, if new positions within the organisation will be created as a result, or if new responsibilities must be allocated to existing staff members.

Q6: If new responsibilities are allocated to Olivia, how will these changes affect her workload? Base your response on Olivia's duties listed in the case study information in Task 1.

Project Task 1: Plan workflow

Q1: Which contingencies listed were considered when developing your workflow plan? • Delays and time difficulties • Difficult customer service situations • Equipment breakdown or technical failure • Financial resources • Staffing levels and skill profiles • Rostering requirements • Staff performance • Procedural requirements • Product development and marketing

Q2: Describe how these contingencies influenced your planning process.

Q3: Describe what factors determined how you allocated tasks and responsibilities to team members.

Q4: Describe how you assessed workloads for individual members of your team\

Q5: What quality standards, or organisational, departmental, work area or team goals does this workflow plan aim to support or achieve?

Q6: How does this workflow plan support or achieve these organisational goals or quality standards?

Q7: What industrial or legislative issues influenced how you developed your plan, and timing and allocation of responsibilities? Consider requirements of industrial awards and work health and safety requirements when responding.

Attachment:- Monitor work operations.rar