Asessment BSBSMB407A – 3 part C

1. Review the contribution and skills of Jack and Mandy and develop some Key Performance Indicators that would help them measure their performance.

Key Performance Indicators

Number of customers

Sales per Head – across all areas

Number of customer return

Total Food Costs – how much was your total food bill?

Customer feedback

2. Identify strengths and weaknesses of Mandy and Tom against current and expected work requirements and recommend some solutions to overcome the problems, including how you would monitor their work.

Mandy

Tom

3. Advise how would you would monitor and adjust staffing requirements to respond to

changes in business operations.

Set the organisation ‘s goals

Set the target everyday

If the restaurant is very busy need to hire more staff to manage café

Meeting weekly

Give training to them

Measure the staff ‘s performance with KPIs

4. Given Tom’s recent poor performance, advise how would you could positively and

constructively counsel staff by writing grievance and disciplinary procedures.

Step 1: Opportunity for resolution If an Employee is offended or aggrieved, the best response is to take firm and positive action. The Employee is encouraged to make the person or persons aware that their actions and/or words are unwelcome. If the behaviour continues or, if the Employee feels they are unable to speak to the person themselves, the Employee should go to the Director to:

Obtain information and clarify if the nature of the behaviour; and

Explore possible strategies for resolving the difficulty without recourse to a formal complaint.

Step 2: Lodgement of complaint If the problem is not, or cannot be rectified by approaching the alleged offender, the following steps need to be taken. The Employee should report the complaint in writing to the Employer, marked for the attention of the Chairperson of the Management Committee or, in their absence. The report should set out the nature and details of the complaint as well as any suggestions they have to resolve the complaint. Once the complaint has been made, care will be taken not to discriminate against or victimise the complainant or the alleged offender.

Step 3: Consultation about complaint to appoint two employers (one of whom may be the Director) to a subcommittee to consult with the parties involved to try and seek a resolution and investigate the matter if necessary. The consultation should be completed within seven working days of the lodgement of the formal grievance, unless the complainant agrees to an extension of this time frame.

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is time frame.

Step 4: Complaint investigation phase

If it is not possible to resolve the complaint through discussions with relevant parties, within the timeframe set out in Step 3 above for the consultation phase, the subcommittee will investigate the complaint. This investigation should be completed within 10 working days of the conclusion of the consultation phase, except in situations where there is a lodgement of a serious case of sexual or other forms of harassment

Step 5: Resolution of complaint following investigation

If following investigation and resolution a complaint is found to have foundation, the

Management team will determine an appropriate action plan, which addresses the

issues of concern and will take steps to immediately prevent a recurrence of the behaviour.

5. Advise, through the creation of programs and processes, how you can develop positive and constructive relationships between team members that would:

Step 1

Communicate what you expect each team member to accomplish in such a way that all members know you are aware of their particular talents. Build on their strengths. Give them a verbal boost whenever they tackle an assignment that goes outside their comfort zone.

Step 2

Demonstrate to your team that you are accountable to them and to your superiors by being reliable and responsible. Serve as a role model for your team by doing your best work at all times. Expect the same of them. As you work together, you and the team can begin to trust each other to consistently accomplish tasks in a timely manner.

Step 3

Recognize the work your team accomplishes. Look for positive things to say on a daily basis. While constructive criticism has its place, do it in a manner that does not offend the team.

Step 4

Build team relationships by encouraging team members to recognize each other’s strengths. For example, during morning briefings let each team member identify some business trait they appreciate about the person seated to their left. Someone might recognize a co-worker’s willingness to work late, while another team member might state that a teammate’s organizational skills contribute to the group’s efforts.

Step 5

Listen to what the team members have to say about each other and to you in a nonjudgmental manner. If your team members share a concern with you, take steps to resolve the issue as quickly as possible. Keep the team informed regarding the resolution.

Step 6

Give your team glimpses of your personal life. This makes you seem more approachable as the leader. Encourage them to do the same.

Step 7

Build team member relationships outside the organisation. As time and finances allow, try to plan some fun activity that the entire group can share. The camaraderie from the outing carries back into the workplace.

Step 8

Celebrate life’s moments with your team. Celebrating employee’s birthdays as well as other milestones in their lives helps promote positive team relationships. Ask for their input…

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