process of monitoring work operations is often broken down into six stages.


The process of monitoring work operations is often broken down into six stages. Name 3 of these.

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Monitoring the expected service provisions of your staff is an important part of a frontline supervisor’s job. How often should this be done?

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Once workflows have been established, what should you do to determine whether the workflows you have implemented are in line with achieving organisational goals?

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List 3 ways to identify quality problems with your service.

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‘In house training’ is one example of a process or system which you may need to make adjustments to in order to resolve quality issues. List 4 other processes or systems from your industry.

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How can encouraging a culture of open communication and innovative thinking help you improve efficiency and service levels?

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List 3 ways to identify current and emerging trends in your industry.

(Answer here, as a restaurant and hospitality industry)



Sustainability is usually associated with the environment, however it can also refer to the operations of a business. Other than environment, what are the 2 other areas of operational sustainability?

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What is the purpose of having a logical, well defined workflow?

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List 3 business benefits of having an efficient and effective workflow?

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‘Considering the task to be delegated’ is the first step in the delegation process. List 3 more steps in delegating work or job tasks to staff.

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A Gantt chart can help you monitor your workflow progress against timelines to a help ensure objectives are being met on time. List 3 things you need to do to develop a Gantt chart.

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Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3 functions of coaches or mentors.

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‘Giving credit where credit is due’ is one effective way of providing feedback and guidance to your staff. List 3 other examples.

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You must keep management informed if the workflow you have designed impacts on staff. What are 2 possible impacts implementing a new workflow may have on staffing requirements?

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List 5 aspects of staff behaviour or productivity that you should monitor.

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What are 4 common signs that there may be some performance problems or issues you might need to deal with?

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How can simply sharing what you know to staff members improve the performance of the business?

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Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List 3 ways you can make sure your brainstorming sessions are effective.

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List 3 types of administration documents or workplace records you might need to complete and submit in your industry.

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List 5 types of customer service related problems from your industry that would require your attention as a supervisor.

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List 5 common management problems or issues that you as a supervisor, may deal with on a regular basis.

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Consider the following scenario.

A customer arrives to find that you have no record of a booking he claims he made with one of your staff members several weeks ago.

What is a possible short term action you could take to resolve the problem?

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Considering the previous scenario.

What is a possible long term action you could take to resolve the problem?

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What is the advantage of involving staff in the decision making process?

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When a staff member raises a problem with you, write 2 questions you could use to encourage them to help solve the problem.

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