ASSESSMENT 2 – Project
Your Tasks:
Part A – Setting managing and communicating Key Performance Indicators
For this assessment you are required to consider a scenario from your industry and then set key performance indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what the current KPIs are and set target KPIs to be achieved.
You will then need to:
1. Set and measure KPIs.
2. Use new or innovative approaches to meet the KPIs.
3. Define constraints to meeting KPIs.
4. Know what to do if KPIs are not met.
5. Use appropriate methods of communication.
If more space is required for any answer you can attach a separate page containing name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission.
Please choose ONE of the following scenarios which most closely resembles your industry.
Hospitality Scenario:
You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly management meeting. Mr. McElm, the new GM has reviewed the Sales and Customer service history from the past 12 months and accordingly developed and set new targets to improve the organisation’s customer service provisions and sales targets. The following aspects will need to be addressed in the F&B section:
Current Targeted
EXAMPLE ONLY: The average per head spend currently sits at $23.00. EXAMPLE ONLY: Increase average spend to
$26.50
The feedback received per 5000 customers shows 250 (5%) customers were dissatisfied with product and service provisions Improve product and service provisions proactively with a target of 98% within 9 months.
There have been 37 errors or discrepancies with customer accounts/wrong orders during the past 12 months which resulted in
$3,950.00 of losses Maximum discrepancies must not exceed $100.00 per month – F&B manager must be informed immediately
There have been 16 complaints related to cleanliness of glassware/crockery during the past 5 months No complaints related to cleanliness of glassware/crockery are acceptable – procedures must be implemented to ensure this.
Tourism Scenario:
As the team leader at Bulga Bulga adventure tours you are responsible for overseeing the promotion, booking and tour guide teams of guided bus tours in outback Australia. The managing director has set business targets he would like to see achieved over the next 12 months. They are:
Current Targeted
On average, only 50 of our 320 customers per month are repeat customers. Increase number of repeat customers to 70 per month.
In customer feedback surveys only 45% of people say they are happy with the catering on the tours. Increase percentage of positive customer surveys to 75%
Commissions from bookings through our partner agencies made up $15,000 on average per month. Increase partner agency commissions to $20,000 per month.
Events Scenario:
You are the Team Leader of the Events Management team and have received an email from your Managing Director. Part of the email reads:
Good Morning,
I need to draw your attention to some problems that have recently come to my attention.
On the eventmanagement.com website, our company has received 14 poor reviews out of 22. This means only 37% of people are giving positive reviews. In my opinion anything less than 80% of positive reviews is unacceptable. The 2 most common reasons given for the poor reviews are the poor quality of catering, and that events did not run on time.
We know from our own customer feedback that our customers are generally very happy with our service, so I believe getting more of our happy customers to post would be a great advantage and boost our ranking on the site. As we have almost 50 customers per month I would like to see at least half of these encouraged to post positive reviews online.
Also, our repeat customer figures show that only 5 of our 50 customers last month were from repeat business. I would like to see this increase from 10% to the industry average of 20%. As team leader, I am relying on you to make the team aware of the problems, set targets for improvement, and see that they are achieved over the next 6 months.
Regards,
Ed Ventura,
MD.
From this email the goals are:
Current Targeted
37% of people are giving positive reviews on eventmanagement.com Increase percentage of positive reviews to 80%
Unknown Get 25 new reviews posted per month on eventmanagement.com
10% of customers come from repeat business. Increase percentage of repeat customers to 20%.
1. Set and measure KPIs
NOTE: Please choose ONE of the previous scenarios which most closely resembles your industry to set the following KPIs.
Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department.
Model Hospitality KPIs KPI 1:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will measure this KPI?
Over what time frame?
KPI 2:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will measure this KPI?
Over what time frame?
KPI 3:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will measure this KPI? Over what time frame?
Model Tourism KPIs KPI 1:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will measure this KPI?
Over what time frame?
KPI 2:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will measure this KPI?
Over what time frame?
KPI 3:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will measure this KPI?
Over what time frame?
Model Events KPIs KPI 1:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will measure this KPI?
Over what time frame?
KPI 2:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will measure this KPI?
Over what time frame?
KPI 3:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will measure this KPI?
Over what time frame?
2. New or innovative approaches to meet the KPIs
For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might need to employ innovative approaches (procedures, processes, systems, technology, etc) to make sure that you and your team achieve each KPI.
KPI Target Steps involved to achieve this KPI.
Increase total sales per head from $23 to $26.50 per head. Selling drinks is key to increasing sales per customer. Wait staff need be proactive.
Knowledge of specials and menus.
Employing suggestive selling methods.
KPI Target 1
KPI Target 2
KPI Target 3
3. Constraints to meeting KPIs.
What could prevent you (organisational constraints) from implementing these new techniques? What needs to be considered?
4. What to do if KPIs are not met.
What will you do if you identify that staff members struggle or do not achieve the set targets? Think about the technique you would use to find where the problem lies, who you would communicate with and the steps involved in finding a solution.
5. Methods of communication.
What methods of communication will you use to communicate the KPIs to your team?
Part B – Performance Review
Performance reviews are used by managers and supervisors to give and receive feedback from staff.
In this part of the assessment you will create a set of evaluation criteria to monitor and evaluate your staff. You will need to:
a. Set Job Responsibilities and Tasks
b. Relate job responsibilities to specific performance indicators
c. Employee Feedback
d. Professional Development
e. Bonus and Reward Systems
f. Provide employees with feedback
g. Delegating tasks
a. Set Job Responsibilities and Tasks
Choose one Job Role within your department and document the responsibilities for that job role. Use the following example as a guide:
EXAMPLE: Roles and responsibilities
JOB TITLE Responsibilities
Head waiter • Provide table service to tables.
• Abide by responsible service of alcohol laws.
• Comply with all workplace health and safety guidelines.
• Train junior staff on customer service and upselling techniques.
• Act as a positive role model by offering excellent customer service.
• Supervise junior staff during table service.
• Monitor billing and payments of orders during service.
• Delegate job tasks to other waiting staff.
JOB TITLE: Responsibilities
b. Relate job responsibilities to specific performance indicators
Using the job responsibilities, you listed in part A, create specific performance indicators.
You will need to:
• State what the indicator is
• Document how the indicator will be measured Example:
Performance Indicator: How this will be measured:
Delegate job tasks to other waiting staff. All waiting staff to know their own role and tasks for each shift.
Performance Indicator: How this will be measured:
Performance Indicator: How this will be measured:
Performance Indicator: How this will be measured:
c. Employee Feedback
List 3 methods you can employ to encourage employees to give you open and honest feedback, and give an example of each: EXAMPLE:
Method: Example:
Staff meetings During each staff meeting devote time to asking for ideas or contributions from staff.
Acknowledge staff who have given feedback.
Method 1-3: Example:
1.
2.
1.
2.
3.
3.
d. Professional Development
Training and development should help solve problems or skill shortages in the department and improve both the staff member and the business.
List 3 techniques which you can use to identify problems or skills shortages in your department, which will help you determine training needs. EXAMPLE:
TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES:
Using customer feedback surveys. Customers making complaints might point you to a problem with products or service, which may highlight gaps in an individual’s knowledge or skills.
e. Bonus and Reward Systems
What is the purpose of a reward system?
List 3 different ways you can reward your employees. For each reward type list any positive or negative aspects associated with the type of reward.
Reward Positive Negative
1.
2.
3.
1.
2.
3.
1.
2.
3.
f. Provide employees with feedback
You should provide feedback to your staff on a regular basis. The method you use to provide feedback might depend on the time the employee has worked for you, and the context of the feedback you need to provide.
For each of the following, give an example of a method of feedback (continuous, public, private) you could use to provide feedback to the employee. EXAMPLE:
Work Scenario Feedback Method
Training a new employee. Continuous positive feedback is needed as each task is learned and completed.
New employees can feel anxious if they are not clearly shown what to do and given praise as they learn the ropes.
Work Scenario 1 Feedback Method
Indicating the progress of the team in relation to meeting KPIs.
Work Scenario 2 Feedback Method
The worker needs to be spoken to after a period of poor performance.
Work Scenario 3 Feedback Method
Yearly review process.
g. Delegating tasks
List 3 tasks you must delegate as a manager/supervisor in your department. For each task, define the benefits to delegating this task: EXAMPLE:
Task Benefits of delegation
Supervision of waiting stuff during table service Saves my time during service.
Increases morale of head waiter.
Creates professional growth for head waiter.
Task 1 Benefits of delegation
Task 2 Benefits of delegation
Task 3 Benefits of delegation
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