Case Study Answers of Customer Service Standards- SITXHRM006

Case Study Answers  of Customer Service Standards- SITXHRM006

Document Title: Task 2 Knowledge & Practical Application
Assessment Workbook 2 – Simulated Knowledge/Practical
Observation
Document Subtitle …

Preview text

Document Title: Task 2 Knowledge & Practical Application
Assessment Workbook 2 – Simulated Knowledge/Practical
Observation
Document Subtitle: SITXHRM006 Monitor staff performance
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 2 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
STUDENT INSTRUCTIONS FOR TASK 2 KNOWLEDGE & PRACTICAL APPLICATION ASSESSMENT WORKBOOK 2 – SIMULATED KNOWLEDGE/PRACTICAL OBSERVATION ………………………….. ………………………….. ………………………….. .. 3 Declarations ………………………….. ………………………….. ………………………….. ………………………….. ………………………….. ……….. 3 ASSESSMENT TASK 2 BRIE F – PRACTICAL/KNOW LEDGE OBSERVATION ASSESSMENT ………………………….. ……… 5 APPENDIX 1 – Performance Agreement Template – Kitchen Hand ………………………….. ………………………….. ………………… 12 Improvement and Support Plan (ISP) ………………………….. ………………………….. ………………………….. ………………………….. .. 18 APPENDIX 1 – Performance Agreement Template – CHEF ………………………….. ………………………….. ………………………….. . 22 Improvement and Support Plan (ISP) ………………………….. ………………………….. ………………………….. ………………………….. .. 28 APPENDIX 2 – Performance Evaluation Form ………………………….. ………………………….. ………………………….. ……………….. 35 APPENDIX 3 – Formal Notification Email Template ………………………….. ………………………….. ………………………….. ………… 51 APPENDIX 4 – UNDERPERFORMANCE MEETING PLAN ………………………….. ………………………….. …………………………. 52 APPENDIX 5 – Performance Improvement Plan ………………………….. ………………………….. ………………………….. …………….. 56 APPENDIX 6 – SESSION NOTES ………………………….. ………………………….. ………………………….. ………………………….. ……. 59 APPENDIX 7 – EMAIL CONFIRMATION ………………………….. ………………………….. ………………………….. ………………………. 60 APPENDIX 8 – W ritten W arning Template ………………………….. ………………………….. ………………………….. …………………….. 61 RECORD OF ASSESSMENT TASK 2 SIMULATED KNOWLEDGE/PRACTICAL OBSERVATION ………………………….. .. 62
Contents
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 3 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
STUDENT INSTRUCTIONS FOR TASK 2 KNOWLEDGE & PRACTICAL
APPLICATION ASSESSMENT WORKBOOK 2 – SIMULATED
KNOWLEDGE/PRACTICAL OBSERVATION General instructions  Complete all parts within this task  Observation requirements outlined in the task instruction  Your assessor will conduct observation tasks  Simulated tasks can be conducted partly online, simulated classroom environment , or access to a real workplace  Refer to your organisation or simulated policies and procedures provided as required  To clarify the requirements of the tasks , ask your assessor to rephrase where p oss ible. Unfortunately , your assessor will not be able to assist you in completing the task  If assessment questions are handwritte n, then you must write legibly. A Black or blue pen is required to complete this assessment. Typed responses must be in line with the RTOs authenticity policy  You must not separate the ―student final assessment submission evidence‖ document  Ensure you c omplete and sign the task record of the assessment sheet at the assessment task.  Return your assessment by the date in your training plan/student program guide and/or set by your assessor  Do not plagiarise. Ensure you sign the applicable declaration  Talk to your assessor if you require any reaso nable adju stments made to the assessment task. Your assessor will put in place a fair and flexible approach to meet your needs . The reasonable adjustment applied will NOT under any circumstances compromise the outcomes required to achieve a satisfactory result  Feedback will be provided formally , and you will need to sign the record of assessment at the end of each assessment task as evidence of feedback provided  For complaints and appeals , please refer to your student handbook  For reassessment requirements , see your student handbook or seek advice from your assessor  To pass this assessment, you must receive a satisfactory outcome for each of the listed questions  Sho uld you require assistance , please contact your assessor immediately.  Follow submission instructions at all times
Task Declaration: Signature Date Task 2 Knowledge & Practical Application Assessment Workbook 2 – Simulated Knowledge/Practical Observation
I confirm all instructions have been read and understood. My responsibilities and requirements for this assessment are explained .
30-03- 2022
Assessor declaration I acknowledge I have informed the student about the following information : Performance and knowledge evidence requirements conducted on and off the job (as required) ☐Yes ☐No I am a qualified assessor as determined by the RTO, and thus all assessment outcomes will be determined by me ☐Yes ☐No
Of all aspects of the student agreement ☐Yes ☐No Of the reassessment process ☐Yes ☐No Of their responsibilities and ensured they are understood ☐Yes ☐No Of their right s concerning the complaints and appeals process ☐Yes ☐No Reasonable adjustment when there are assessment constraints present ☐Yes ☐No I confirm that I have explained the assessment requirement as outlined above before the commencement of the assessment activity Assessor Signature
Date 21/04/2022
Declarations
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 4 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Student declaration Before assessment tasks commence, I must: Advise my assessor of any special needs considerations ☐Yes ☐No Refer to my student handbook for procedures to appealing judgment outcomes when appealing a decision ☐Yes ☐No
Review the reassessment requirements as outlined in the student handbook ☐Yes ☐No I understand when the reasonable adjustment will be applied ☐Yes ☐No I agree to comply with all the requirement and conditions applicable to all assessments ☐Yes ☐No I permit the RTO to use my assessment submissions for moderation /validation purposes. ☐Yes ☐No Student Signature Date 30-03-2022
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 5 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
What is the objective of th is task? To demonstrate performance application for this task , you should : ï‚· monitor the effectiveness of staff in relation to at least six of the following standards of performance: ï‚· adherence to procedures ï‚· cost minimisation ï‚· customer service standards ï‚· level of accur acy in work ï‚· personal presentation ï‚· productivity ï‚· punctuality ï‚· response times ï‚· team interaction ï‚· waste minimisation ï‚· provide supportive feedback and guidance for improving standards of performance to above staff ï‚· conduct structured performance appraisals and formal counselling and training sessions for staff members, in line with established organisational procedures ï‚· recognise outstanding performance according to organisational policies. Time allocation: Refer to you r training plan/student program guide Evidence summary/Submission instructions: Submit completed appendices as outlined in the space provided in your ―Student Final Assessment Submission evidence‖ document. Assessor submission – Assessors must complete the assessor observation checklist loc ated at the end of the appendices section of the ―Student Final Assessment Submission evidence‖ document. The observation checklist ï‚· The observation tool is to be completed by your assessor whil e observing you perform the assessment task. ï‚· The observation tool will be used during the demonstration ï‚· Your assessor will accurately record their observations in the observation checklist and detail the observable behavio urs. On the day of the observation assessment , the assessor will: ï‚· provide a brief on the task for approx. Thirty minutes ï‚· observe that you perform the job as per the instructions provided . ï‚· Ensure the assessment is conducted safely . After the assessment , the assessor will: ï‚· Ask questions as required to fill any identified gaps ï‚· Provide you with constructive feedback and provide suggestions for improvement Resources : Learner guide PowerPoint Presentation /Handouts Relevant organisation documents. Attachments (Support material) Attachment 1 SOPs – Human resources in the food service and hospitality industry in your simulated standard operating procedure manual
ASSESSMENT TASK 2 BRIEF – PRACTICAL/KNOWLEDGE OBSERVATION
ASSESSMENT
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 6 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Appendices (Complete as part of the task)_ Appendix 1 Performance Agreement Template – Kitchen Hand / Chef Appendix 2 Performance Evaluation From Appendix 3 Formal Notification Email Template Appendix 4 Underperformance meeting plan Appendix 5 Performance improvement plan Appendix 6 Session notes Appendix 7 Email confirmation template Appendix 8 Written warning template Appendix 9 Assessor Observation Check list Note Your assessor will observe you demonstrating your ability to perform all parts applicable to this assessment . A satisfactory outcome outlined in the observation checklist is required for each criterion to pass this section successfully . Physica l resources and/or equipment Assessor Classmates Workplace colleagues Suitable facilities – simulated environment Suitable facilities – workplace Insert any other physical resources applicable to this assessment task Assessment conditions Skills must be demonstrated in an operation for which staff performance is monitored. This can be:  an industry workplace  a simulated industry environment. Assessment must ensure access to:  organisational specifications:  commercial procedures for conducting performance appraisals and formal counselling sessions  current performance appraisal and counselling documents  team members with whom the individual can interact; these can be:  team members in an industry workplace who are assisted by the individual during the assessment process; or  individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. Assessors must satisfy the Standards for Regi stered Training Organisations’ requirements for assessors.
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 7 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Task Icons Complete this document Reading requirement Attach a document Your assessor will observe you participate in this section
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 8 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Introduction to your task :
You are the manager of the simulated restaurant establishment. It has been brought to your attention that team members are displaying performance concerns. Staff identified has having performance concerns include: Chef (your assessor or class mate dire cted by your assessor): Not being able to prepare the stock for the service, unorganized service section, not using of proper PPE, not undergoing proper training, not following the proper portion size, and not monitoring the food quality Kitchen hand (you r assessor or class mate directed by your assessor) Improper hygiene, not using PPE when handling chemical, not cleaning the stock room, improper food labelling, and unsanitary cleaning of dishes. In addition, both staff are experiencing issues and major concerns with the following standards of performance: ï‚· Adherence to procedures ï‚· Customer Service Standards ï‚· Level of accuracy in work ï‚· Personal presentation ï‚· Productivity ï‚· Punctuality Note: Code of conduct and position description for Chef and Kitchen hand have been provided in Annex 1. For standard operating procedures see the simulated policy and procedure manual ―SOP Performance Monitoring, conducting performance appraisals and formal counselling sessions ― You are required to monitor the effectiveness of the staff member (kitchen hand played by a class mate) in relation to the following standards of performance: ï‚· Adherence to procedures ï‚· Customer service standards ï‚· Level of accuracy in work ï‚· Personal presentation ï‚· Productivity ï‚· Punctuality Throughout the task, you are required to r eview staff records and performance management documents . You must refer to organisational policies and procedures: Attachment 1 SOPs – Human resources in the food service and hospitality industry
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 9 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
You will i mplement formal perfor mance management systems throughout part 1 and 2 as per the below flow chart
Your assessor will ob serve you completing this assessment (appendix 9), where you will demonstrate your ability to monitor the day -to-day effectiveness of staff and conduct structured performance appraisals and formal counselling sessions.
When you see this icon, your assessor will observe you perform this part of the task using the assessor observation checklist (appendix 9) . Your assessor will observe you demonstrating your ability to perform all parts applicable to this assessment. A satisfactory outcome outlined in the observation checklist is required for each criterion to pass this section successfully.
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 10 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
1.1. Monitor staff performance and provide feedback. You are requi red to conduct individual informal consultation meetings with your team (your assessor or class mate directed by your assessor) on a one – on -one basis regarding the following performance problems: Team members include: Chef (your assessor or class mate directed by your assessor): Not being able to prepare the stock for the service, unorganized service section, not using proper PPE, not undergoing proper training, not following the proper portion size, and not monitoring the food quality requirements Kitchen hand (your assessor or class mate directed by your assessor) Improper hygiene, not using PPE when handling chemical, not cleaning the stock room, improper food labelling, and unsanitary cleaning of dishes. In addition, both staff are experiencing iss ues and major concerns with the following standards of performance: ï‚· Adherence to procedures ï‚· Customer service standards ï‚· Level of accuracy in work ï‚· Personal presentation ï‚· Productivity ï‚· Punctuality Note: Code of conduct and position description for Chef and Kitchen hand have been provided in Attachment 1. For standard operating procedures see the simulated policy and procedure manual “SOP Performance Monitoring, conducting performance appraisals and formal counselling sessions “ 1.1.1. Prior to the meeting have the staff (your assessor or classmate directed by your assessor) complete the employee self -assessment section of the Performance Agreement Template (appendix 1). You should: ï‚· Gather all the facts before in viting the employee to discuss specific concerns. ï‚· Identify specific examples to draw upon within the meeting e.g. details of conduct or performance issues. ï‚· Choose a private location and provide adequate time to discuss/explore the issues. ï‚· Notify employee o f informal meeting, via face -to-face communications ï‚· Briefly identify what you wish to discuss at the meeting. Note the self -assessment documents must be given to the chef and kitchen hand (your assessor or class mate directed by your assessor) prior to th e meeting. You must use the results of the self -assessment completed by the chef and kitchen hand (your assessor or class mate directed by your assessor) to e valuate factors contributing to poor staff performance . 1.1.2. Chef (your assessor) has been invited to attend the meeting at 11.am and staff member (kitchen Hand) (your assessor or class mate directed by your assessor) has been invited to attend the meeting at 1.30pm 1.1.3. Meet with individual team members (kitchen hand and chef played by assessor) to provide supportive feedback and guidance for improving standards of performance to above staff (kitchen hand and chef) (your assessor) 1.1.3.1. At the consultation meeting inform the individual staff of the expected performance standards in accordance with the standard operating procedure , including the code of conduct and position description. (Refer to Attachment 1). 1.1.3.1 . You have been provided with “Performance Agreement Template & Individual support plan” (appendix 1). You must use this document to guide each meeting with the chef and kitchen hand (your assessor). At the meeting ensure you discuss: Establishment expectations and monitoring processes for the following performance standards: ï‚· Adherence to procedures ï‚· Customer service standards ï‚· Level of accuracy in work ï‚· Personal presentation ï‚· Productivity
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 11 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
ï‚· Punctuality In addition ï‚· KPIs and the establishment expected outcomes ï‚· Skill development ï‚· Discuss the self -assessment resu lts and agree on a learning and development plan ï‚· Scheduling of m onitor ing ongoing performance through regular performance appraisals (quarterly) ï‚· Scheduling monthly coaching or training sessions to maintain close contact with the workplace and colleagues. 1.1.3.2. At the meeting ensure you use appropriate communication mechanisms. Ensure you: ï‚· Be balanced – provide positive and negative feedback when it’s due. ï‚· Be direct and honest – provide truthful feedback. ï‚· Be timely in your feedback and communication as it happens – don’t put it off. ï‚· Be prepared and don’t match behaviour – you’re the manager and you need to display a calm approach. ï‚· Allowing the employee to steer the conversation. ï‚· Always communicate face -to-face – so much is lost in translation when yo u shoot off emails. ï‚· As a general rule – praise in public and criticise in private. ï‚· Focus on the facts – have all the right information and evidence if possible, and use examples. 1.1.3.3. Complete the Performance Agreement Template & Improvement Support Plan (Appe ndix 1) to record potentially complex and sensitive information about the staff performance concerns identified. Ensure you agree on outcomes: ï‚· Toge ther discuss and agree any follow up action/targets/SMART objectives and responsibilities for attaining a sustained improvement and the proposed timescales, including period of monitoring/review, (as appropriate). See Top Tips: Setting and agreeing objecti ves and standards for existing employees. ï‚· Generate an Improvement Support Plan (ISP)/consider any reasonable adjustments (as appropriate). See ISP Template. ï‚· Consider any possible needs for further development (i.e. training) if relevant. ï‚· Consider any need for external support (W orkplace Health & W ellbeing etc). ï‚· Explain that insufficient sustained improvement, within the time -scales defined, may lead to more formal action. ï‚· Outline formal stage if improvement is not reached/situation not remedied. (Refer to relevant procedure). ï‚· Advise that the key points of discussion including any relevant expected improvements/review timetable will be noted and sent to the employee for information. ï‚· Seek advice from HR, if necessary. ï‚· Check if the individual wishes to add any thing or has any questions to ask. ï‚· End on an optimistic but realistic note.
Complete Performance Agreement Template – Kitchen Hand / Chef (Appendix 1) Your assessor will observe you completing this task using the Assessor Observation Checklist (Appe ndix 9)
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 12 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
APPENDIX 1 – Performance Agreement Template – Kitchen Hand Employee name: Armando Employee position and level: Kitchen Hand
Date of agreement: 1st January 2022 Period of agreement: 1st January to 31 st of December 2022 Planned review date: 31st March 2022 Performance Goals Task / Responsibility KPI (Key Performance Indicator) Task or behaviour required for the job
Required outcomes Describe what the employee needs to do to achieve the task or responsibility successfully Organizing and cleaning of the food storage area Food storage area are properly clean before delivery Storage area should be clean from any dirt that can make the food product not fit for consumption Organizing the food product following the FIFO method
Kitchen hand (your assessor or class mate directed by your assessor) Improper hygiene, not using PPE when handling chemical, not cleaning the stock room, improper food labelling, and unsanitary cleaning of dishes. In addition, both staff are expe riencing issues and major concerns with the following standards of performance: ï‚· Adherence to procedures ï‚· Customer service standards ï‚· Level of accuracy in work ï‚· Personal presentation ï‚· Productivity ï‚· Punctuality Minor food preparation
Pealing of food product according to the standard Slicing of food product according to the standard Portioning of some food product according to the standard
Ensure that food products are peeled, sliced and portioned as per the organization’s standard
Cleaning of utensils, plate and other food related equipment in the kitchen
Cleaning the utensil according to the standard cleanliness Ensuring proper chemical are used for the cleaning Storing all the equipment in proper storage area
Ensure that utensils are cleaned as per organizational standards. Ensure industry appropriate chemicals are used and stored as per WHS standards Maintaining the cleanliness of the kitchen
Swiping the floor on a regular bases or when any food product is spilled on the floor to avoid any accident Moring the floor on a regular bases and when any spillage happened Ensuring that proper warning sign is put up to place
Sweep the floors regularly and immediately after any spillage to avoid accidents More the floor regularly and use safety signs to prevent accidents
Ensuring proper chemical usage and storage for cleaning purpose
Following the proper guideline for using chemical Using PPE when handling chemical Cleaning the chemical storage area
Use chemicals as per guidelines and while wearing PPE Ensure that the area for storing chemicals is clean and
Comment [RS1]: We need to provide what are our expectations from the team member
Comment [RS2]: Acceptable answer but need more clarification to the trainer. Please see your trainer.
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 13 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Ensuring that chemical don’t mix with each other separate from the area of food storage
Ensuring proper physical hygiene
Daily shower and proper treatment of body odour Proper oral hygiene Nails should be compliant with the hygiene standard clothes are clean
Engage in principles of personal hygiene such as showering and brushing and also arrive to the workplace in clean formal clothes and chipped nails.
Maintaining the cleanliness of the dishwasher machine
Ensuring that machine is working according to the manual Regular changing of water
Operate dishwasher as per manual standards and change water regularly Performance standards
Is an individual who demonstrates skills to perform the tasks required Comply with organizational skills Arrives to work on time Demonstrate punctuality
Has very few sick days Minimal sick leaves Is effective at time management Engage in effective skills of time management by completing all food preparation as per standard recipe cards and turnover times and also comply successfully with the time allocated for each task as per workflow schedules. Exhibits the ability to make realistic decisions Engage in realistic decision making in the form of delegating roles and responsibilities to peers and communicating with peers to distribute roles and responsibilities. The employee follows local, state and federal food guidelines to ensure all food requirements are met Comply with local, state and federal laws and legislations such as legislations on food safety as well as work health and safety procedures. This can be done via ensuring that the employee has access to copies of WHS and food safety po licies. Is able to control production and is aware of the products being served Practice production control and product awareness by ensuring that food is prepared as per standard recipe cards, nutritional guidelines and standard portion sizes followed in the establishment. Is competent at receiving and inspecting food supplies in accordance with the food regulation guidelines
Inspect and receive food supplies as per guidelines of food regulation – such as check for the texture, colour, firmness and use -by dates of the raw materials respectively. Complies with sanitation and food safety procedures Follow food safety and sanitation procedures in the form of cleaning and sanitizing kitchen surfac es, floors, equipment regularly Complies with all district and Health Department sanitation and procedures Follow Health Department and District procedures of sanitation such as following protocols for hand hygiene and using food grade cleaning agents for sanitizing and cleaning the food preparation and storage premises. Is willing to observe others and learn different aspects of the business Observe best practices from peers and supervisors
Has a full understanding how the restaurant team co – exists Demonstrates teamwork and collaboration
Is good at communication with co -workers and clients Engages in positive communication with clients and co – workers Is a well -balanced and organized individual Practices all roles and responsibilities by following trainer and team member instructions as well as standard recipe cards, restaurant policies, code of conduct and workflow
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 14 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
procedures.
Has a full understanding o f how to handle food Handle food with safety and quality – in the form of maintaining adequate temperatures, texture and presentation as well as use food within the use by dates and store in correct temperatures to avoid contamination. Is able to store food and clean preparation items in a timely manner Punctually clean, prepare and store food – by preparing food as per business demands and orders, consumer needs and also as per workflow processes and shift timings. Operates safety precautions at all times Engage in safety precautions in the form of using personal protective equipment, checking for the functioning of the equipment and preparing food as per the correct internal food temperatures. Understands the way to move around a restaurant at all times Demonstrate understanding during restaurant layout, equipment and operations with the help of organizational policies and procedures as well as based on the instructions provided during orientation and training.
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 15 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Learning and Development Plan Areas for development Enter details of the skills and behaviors the employee would like to improve. This may be to improve outcomes or to develop new skills for future career goals
Actions List agreed strategies to achieve the development
Improve compliance to hygiene standards Improve compliance to work health and safety policies
Provide education on best hygiene and cleaning practices Provide education and training on how to follow work health and safety policies in the restaurant
Improve compliance to chemical storage standards
Provide copies on Safety Data sheets and chemical storage protocols Provide training on appropriate methods of segregating and storing chemicals
Improve compliance to PPE standards
Provide practice demonstration on correctly using PPE standards
Improve compliance to food labelling and storage requirements
Provide simulation training and education regarding how to store food and label food correctly
Improve compliance to organizational cleaning standards
Provide education on cleaning and hygiene protocols followed in the organization.
Employee self -assessment How do you think you have performed against each of your performance goals? Score yourself between 1 – 5 1=No Skill 2 = Needs Training 3= Satisfactory 4= Skilled 5= Excellent Performance Evaluation Form Name: Pia Department: Food and beverage Job Title: KitchenHand Date: 31st May 2022 Job Performance 1 2 3 4 5 What areas would you like to develop?
Food storage area are properly clean before delivery 1 Hygiene and cleaning practice regarding how to keep the food storage area clean and sanitized and also maintain correct disinfection and temperature regulation in storage areas. Organizing the food product following the FIFO method 2 Food organization during food stocking by using correct inventory management and handling practices such as FIFO Minor food preparation 4 Cutting and peeling food in the correct shapes, portions sizes and using correct presentation techniques as per organizational standards Cleaning the utensil according to the standard cleanliness 1 Hygiene and cleaning in the form of using correct sanitization, disinfection and cleaning techniques for utensils and kitchen equipment. Ensuring proper chemical are used for the cleaning 1 Effective storage practices in the form of storing food in the correct areas separate from food preparation and storage regions. Storing all the equipment in proper storage area 4 Effective storage in the form of keeping equipment in their designated and labelled compartments
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 16 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Swiping and moping the floor on a regular bases or when any food product is spilled on the floor
1 Hygiene and cleaning in the form of cleaning any spillages promptly using correct equipment, food grade cleaning agents and practices like mopping or sweeping Ensuring that proper warning sign is put up to place 1 PPE and WHS practices in the form of applying correct symbols for at -risk situations – such as wet floors Monitoring stocks N Food organization in the form of monitoring stocks with respect to delivery, use by and best before dates Monitoring food labelling and rotation N Food organization in the form of using correct rotation and labelling practices using FIFO Ensuring food product are labelled properly N Food organization in the form of labelling foods as per reception, use by and best before dates. Monitoring staff performance 4 Staff management in the form of monitoring staff compliance to organizational policies and practices. Food quality control 4 Quality control in the form of maintaining correct food temperatures during food preparation and food storage Monitoring wastage during preparation and service N Food organization in the form of segregating wet and dry food wastage and labelling any hazardous or contaminated food waste for safety. Providing training and coaching on minimizing of wastage N Food organization in the form of training employees on correct waste segregation, minimization and disposal practices. Standard for hygiene are met (nails, hair, body -odour, etc.) N Hygiene and cleaning standards in the form of maintaining short nails, hygienic clothing and self -care practices. Organizing food storage in the service station P Food organization in the form of segregating food based on their types, perishability a nd presence of any allergens in the food station. Putting all the food supply in proper storage(cool room, and fridge) P Food organization in the form of storing perishable and high risk foods in the correct storage areas such as cool room, fridge Proper cleaning of section N Hygiene and cleaning in the form of following correct disinfection and cleaning practices for kitchen surfaces and floors and storage sections.
Performance appraisal quarterly scheduling Improve compliance to hygiene practices
Quarter
Monitoring discussion Jan – Mar Improve compliance to hygiene standards
Apr – Jun Improve compliance to work health and safety, chemical storage and PPE standards
Jul – Sept Improve compliance to organizational cleaning standards
Oct – Dec Improve compliance to food labelling and storage requirements
Monthly C oaching or Training Schedule. Note: there will be no coaching/training sessions scheduled in December due to busy season requirements Month Coaching or Training Outline what is involved in the training or coaching session
January ☐Coaching ☐Training Basic personal hygiene standards
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 17 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
February ☐Coaching ☐Training Organizational hygiene standards
March ☐Coaching ☐Training Cleaning standards to be followed in the organization
April ☐Coaching ☐Training Organizational W ork Health and Safety Standards
May ☐Coaching ☐Training Standards on correct storage of chemicals
June ☐Coaching ☐Training Standards on correct usage of PPE
July ☐Coaching ☐Training Organizational cleaning standards
August ☐Coaching ☐Training Cleaning equipment and protocols
September ☐Coaching ☐Training Work health and safety during cleaning
October ☐Coaching ☐Training Organizational food labelling requirements
November ☐Coaching ☐Training Organizational food storage requirements
Performance agreement approval Employee name Pia Employee signature Pia Date 30-03-2022
Manager name Armando Manager signature Armando Date 30-03-2022
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 18 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
This ISP is a tool which is aimed to provide a supportive approach to helping individuals improve in areas of work where their manager has identified there are ongoing and persistent performance issues, where attempts to address these issues through normal management pr actice have not been successful. The ISP should be developed through discussion between the manager and the staff member once performance issues have been articulated and understood. Any issues which may be identified as a contributory factor in the perfo rmance issue should be included in the development of this document. This may include any reasonable adjustments in cases of disability. During the period of the ISP the employee’s performance will be monitored to assess if appropriate improvement is bei ng made. If the expected outcomes are not achieved/improvements attained more formal action may be initiated under the relevant procedure. Managers are encouraged to consult HR at an early stage, but HR must always be contacted if a manager is considering formal action. By the end of the review period set out within the ISP, with the support and time provided it is hoped that the staff member’s performance will have reached the required standard. If this is the case, the manager will still work closely w ith the staff member to ensure that this standard is maintained beyond the cessation of the ISP. This is part of the normal managerial practice through regular discussion. Name of employee Pia
Job title Kitchen Hand
Department Food and beverage
Date of Initial Meeting 1st of March 2022
Name(s) of other attendee(s) Head chef, Trainer, Food and Beverage manager
Performance review period end date 1st of April 2022
Improvement and Support Plan (ISP)
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 19 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Performance Shortfall & Improvement Required:
SMART Objective Review dates Support Dependencies If none are required, please explain why.
Improvement required: E.g. Improve the collection and collation of data to allow contract and performance monitoring and data returns. Refer to job description. With examples (reasons why the manager feels this has not been met)
E.g. Contract Spreadsheet to be updated weekl y by Friday. Use SMART objectives.
Regular meetings should be set up to review progress towards each objective and logged on the table below.
Support (including reasonable adjustments, development, training, flexibility, other) and date to be provided. E.g. A memo from the manager to all colleagues to remind them that data needs to be returned weekly.
E.g. Dependent on timely provision of data returns from departmental colleagues.
1 Improve compliance to hygiene standards Improve compliance to work health and safety policies
Clean and mop the kitchen on a daily basis and use safety symbols within the next 1 to 3 weeks
Weekly Review Memo or reminders to employees that WHS policies must be followed in the organization
Dependent on the extent to which, the learner is able to access and review documents and policies on work health and safety
2 Improve compliance to chemical storage standards
Store all cleaning chemicals separately and use PPE when using them within the next 1 to 3 weeks
Weekly Review Memo or reminders to colleagues to remind them that they need to provide a weekly report on how they have complied with chemical storage standards
Dependent on the timely provision of reports on chemical storage standards by learners and employees
3 Improve compliance to PPE standards
Wear PPE when cleaning and working with chemicals within the next 1 to 3 weeks
Weekly Review Memo or reminders reminding learners to follow PPE standards in the workplace.
Dependent on the extent to which learners can access adequate quantities of PPE in the workplace.
4 Improve compliance to food labelling and storage requirements
Label food correctly and store them as per their perishability within the next 1 to 3 weeks
Weekly Review Memo or reminders to remind learners that they have to provide weekly reports to trainers on how they complied with food
Access to food labels and storage policies
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 20 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
labelling and storage requirements. 5 Improve compliance to organizational cleaning standards
Clean and mop the kitchen on a daily basis and use safety symbols within the next 1 to 3 weeks
Weekly Review Memo or reminders that learners have to attend weekly consultation sessions and share a report on their progress of complying with cleaning standards
Dependent on employees’ provision of weekly reports on cleaning standard compliance
6 Improve compliance to hygiene standards Improve compliance to work health and safety policies
Practice personal hygiene practices and formal attire within the next 1 to 3 weeks
Weekly Review Memo or reminders to employees that WHS policies must be fol lowed in the organization
Dependent on the extent to which, the learner is able to access and review documents and policies on work health and safety
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 21 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Review Meeting
Name of employee Stephanie
Job title Kitchen Hand
Department Kitchen
Date of Review Meeting 31st March 2022
Name(s) of other attendee(s) Afrie, Emma, Pia
SMART Objective Progress update Support Dependencies If none are required, please explain why. 1 Taken directly from table above. e.g. has the objective been met/partially met etc e.g. has support/training been delivered in this period and what impact has it had.
e.g. has progress been affected by dependencies.
1 Store all cleaning chemicals separately and use PPE when using them within the next 1 to 3 weeks
Partially Supervise and monitor learner on a daily basis regarding their compliance to using PPE and organizational cleaning standards
None
2 Wear PPE when cleaning and working with chemicals within the next 1 to 3 weeks
Partially Supervise and monitor learner on a daily basis regarding their compliance to using PPE and complying with correct cleaning and disinfection procedures.
None
3 Label food correctly and store them as per their perishability within the next 1 to 3 weeks
Partially Supervise and monitor learner on a daily basis regarding their compliance to correct food labelling practices
None
4 Clean and mop the kitchen on a daily basis and use safety symbols within the next 1 to 3 weeks
Partially Supervise and monitor learner on a daily basis regarding their compliance to correct cleaning and WHS practices.
None
5 Practice personal hygiene practices and formal attire within the next 1 to 3 weeks
Partially Supervise and monitor learner on a daily basis regarding their compliance to organizational hygiene and dressing standards
None
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 22 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Performance Goals Task / Responsibility KPI (Key Performance Indicator) Task or behaviour required for the job
Required outcomes Describe what the employee needs to do to achieve the task or responsibility successfully Preparing and producing food for service Preparation list are done in timely manner Achieving the proper consistency of the food need to be prepare Ensuring that there is adequate amount of food supply for service Par level for service are met
Prepare food lists daily based on ingredients required for recipes and customer orders. Ensure that prepare food is consistent with organizational standards – that is follows the portion, flavour, colour and plating as per standard recipe cards. Ensure adequacy of food supply by monitoring the inventory daily and checking for the supplies and use by dates of foods Ensure compliance with service requirements as per organizational standards – that is follow cleaning and safety standards and also use PPE as per WHS policies. Cooking, portioning, and presentation of food
Food are cook to the standard recipe Ensuring that portion size is the same as on the recipe Food presentation should be uniform
Cook foods following standard recipe cards such as prepare ingredients and mis en place as per cards, weigh correct portion sizes and use right plating and equipment as shown in training. Portion food as per org anizational standards such as use the correct plating method and weigh food using the correct equipment. Present foods consistently – that is, plate as per the presentation style and portion size mentioned in standard recipe cards. Monitoring food qual ity
Food should adhere to the standard quality Ensuring the uniformity of the food product
Prepare food as per organizational standards – such as correct presentation, colour and texture of food Ensure that al l food is prepared consistently as per colour, texture, taste and presentation Food storage
Ensuring food product are labelled properly Storing food product in appropriate storage Ensuring proper temperature for storage Not letting food product sit in the temperature danger zone for too long
Label all foods correctly as per their use by dates and best before dates Store in correct compartments – such as frozen food in the freezer, perishable items in the fridge, non -perishable in the cool room Maintain appropriate temperatures as per food type – for instance ensure that perishable foods are stored between 0 to 4C Avoid keeping food in the danger zone (5C to 60C) for too long
APPENDIX 1 – Performance Agreement Template – CHEF Employee name: Armando Employee position and level: Chef
Date of agreement: 1st January 2022 Period of agreement: 31st December 2022 Planned review date: 31st March 2022
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 23 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Ensuring proper hygiene
Daily shower and proper treatment of body odour Proper oral hygiene Nail should be compliance with the hygiene standard Ensuring clothes are clean
Engage in proper hygiene such as daily hygiene, formal attire and oral hygiene Chip nails and wear clean, formal clothes Maintaining Cleanliness of section
Ensuring no clutter in the service area Organize the food product according to the standard Clean as you go during service Cleaning any spillage committed during service
Avoid cluttering in the kitchen by removing waste and Organize foods as per their types – such as perishability, halal, allergens, gluten free Clean throughout the service Clean any spillages for safety and hygiene using correct cleaning methods and food grade chemicals Cleaning of own section after service
Organizing food storage in the service station Putting all the food supply in proper storage(cool room, and fridge) Cleaning and wiping all the bench with cleaning chemical Sanitizing the benches Draining and cleaning of deep fryer Cleaning the grill Cleaning the stove an d oven
Organize food as per their portion sizes and presence of allergens. Store food in correct, designated areas as per their perishability such as fridge, cool room Wipe and clean all benches and kitchen surfaces with appropriate food grade chemicals Sanitize benches and kitchen surfaces with food grade disinfectant Clean and drain deep fryer after use Clean the grill stove and oven as per manufacturer’s instructions Performance standards
Is an individual who demonstrates skills to perform the tasks required Demonstrate skills as per job description Arrives to work on time Follow functionality to work Has very few sick days Limit amount of sick days Is effective at time management Practice time management during shift hours Exhibits the ability to make realistic decisions Engage in realistic decision making as per the need – that is discuss and communicate with peers effectively during emergency situations – such as peak business hours or lack of adequate ingredients and foo d supply during the service periods. The employee follows local, state and federal food guidelines to ensure all food requirements are met
The chef follows all local, state and federal food laws when preparing food – such as department of health’s sanitation and hygiene guidelines, local and state t HS codes and laws. Is able to control production and is aware of the products being served
Is aware of the type of products being served and how to control their portions – that is portion and serve foods as
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 24 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
per recipe cards, the order placed by the customer as well as specific customer needs such as gluten free or lactose intolerant Is competent at receiving and inspecting food supplies in accordance with the f ood regulation guidelines
Receives and inspects the quality of the food as per organizational standards – such as check the colour, texture, odour and use by date of all food supplies Complies with sanitation and food safety procedures Follows all procedures for food safety and sanitation as per the organization – that is cleaning kitchen surfaces, equipment and floors using correct cleaning agents and cleaning practices. Complies with all district and Health Department sanitation and procedures Follows all sanitation and district procedures as per the Health Department and the district that is, correct hand hygiene guidelines and disinfection of surfaces suing food grade chemicals before and after service. Is willing to observe ot hers and learn different aspects of the business Observes best practices in others – that is open to best practices of cleaning, food preparation and safety followed by others effective practice Has a full understanding how the restaurant team co -exist s Works harmoniously with the team – communicates with team members empathetically, compassionately and effectively during emergencies. Is good at communication with co -workers and clients Communicates professionally with all clients and workers – that is uses empathetic, polite and professional language when working with clients. Is a well -balanced and organized individual Practices organization and work life balance – is able to complete work within the given workflow schedule and shift hou rs Has a full understanding of how to handle food eandles food with safety and quality – is able to check for the temperature, texture, colour and odour of the food during preparation, receiving and storage Is able to store food and clean preparation items in a timely manner Cleans and stores food following time management principles – is able to clean and store food within shift hours and per peak business times and customer orders. Operates safety precautions at all times Follows precautions when cleaning and storing food – that is checking the internal temperatures, colour, texture and odour of the food prior to cleaning and storing Understands the way to move around a restaurant at all times Understands the layout of the restaurant and all resources and equipment – that is, is able to navigate the kitchen spaces and able to access recipe cards, policies and schedules independently.
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 25 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Performance Evaluation Form Name: Armando Department: Food and beverage Job Title: Chef Date: 30-03-2022 Job Performance 1 2 3 4 5 Comment Preparation list are done in timely manner 3 Improved compliance to standards of food organization Achieving the proper consistency of the food need to be prepare 2 Improve food consistency and quality
Ensuring that there is adequate amount of food supply for service 2 Improve compliance to organizational stock practices
Ensuring proper presentation of food on the plate 2 Improve compliance to food presentation techniques
Food presentation should be uniform 2 Improve compliance to food presentation techniques Food are cook to the standard recipe 2 Improve food consistency and quality Having par system in place 2 Improve compliance to organizational stock practices
Learning and Development Plan Areas for development Enter details of the skills and behaviors the employee would like to improve. This may be to improve outcomes or to develop new skills for future career goals
Actions List agreed strategies to achieve the development
Improve stock management practices
Provide supervision and coaching on stock management practices – such as using FIFO methods and checking use by dates to identify the need for food supply orders
Undergo training on service standards
Provide simulation training on service policies and procedures – such as WHS policies, cleaning and hygiene standards and customer management standards
Improve food quality monitoring procedures
Provide coaching and supervision on best practices for monitoring food quality – such as using the FIFO method, cleaning and disinfecting food premises, and checking the temperature and use by dates of foods prior to preparation.
Improve adherence to procedures and compliance to service accuracy
Provide supervision to ensure adherence to procedures and compliance to service accuracy
Understand best practices of maintaining service quality Improve compliance to customer service standards during food preparation
Provide training and coaching on best practices required for maintaining service quality Provide simulation or demonstration on best practices required to be followed for ensuring customer satisfaction
Employee self -assessment How do you think you have performed against each of your performance goals? Score yourself between 1 – 5 1=No Skill 2 = Needs Training 3= Satisfactory 4= Skilled 5= Excellent
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 26 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Ensuring the uniformity of the food product 2 Improve food consistency and quality
Food should adhere to the standard quality 2 Improve food consistency and quality
Monitoring stocks 1 Improve compliance to organizational stock practices Monitoring food labelling and rotation 1 Improve compliance to organizational stock practices Ensuring food product are labelled properly 1 Improve compliance to organizational stock practices
Monitoring staff performance 4 None Food quality control 2 Improve compliance organization and food quality practices Monitoring wastage during preparation and service 2 Improve compliance organization and food quality practices Providing training and coaching on minimizing of wastage 4 None
Standard for hygiene are met (nails, hair, body -odour, etc.) 4 None
Organizing food storage in the service station 2 Improve compliance organization and food quality practices Putting all the food supply in proper storage (cool room, and fridge) 2 Improve compliance organization and food quality practices Proper cleaning of section 2 Improve compliance to hygiene practices
Performance appraisal quarterly scheduling Quarter Monitoring discussion Jan – Mar Improve stock management and service organization
Apr – Jun Undergo training on service standards
Jul – Sept Improve food quality monitoring procedures
Oct – Dec Improve adherence to procedures and compliance to service accuracy
Monthly C oaching or Training Schedule. Note: there will be no coaching/training sessions scheduled in December due to busy season requirements Month Coaching or Training Outline what is involved in the training or coaching session
January ☐Coaching ☐Training Organization stock management practices
February ☐Coaching ☐Training Best practices on organizing food and food preparation areas
March ☐Coaching ☐Training Best practices on food rotation and labelling
April ☐Coaching ☐Training Organization food service standards
May ☐Coaching ☐Training Procedures and protocols for kitchen area surface
June ☐Coaching ☐Training Customer service standards during food service and preparation
July ☐Coaching ☐Training Organization food quality practices
August ☐Coaching ☐Training Quality monitoring practices followed in the organization
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 27 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
September ☐Coaching ☐Training Policies and procedures for quality assurance during food preparation October ☐Coaching ☐Training Best practices on service accuracy
November ☐Coaching ☐Training How to maintain service accuracy during food preparation
Performance agreement approval Organizational food storage requirements
Employee name Pia Employee signature Pia Date 29-03-2022
Manager name Armando Manager signature Armando Date 29-03-2022
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 28 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
This ISP is a tool which is aimed to provide a supportive approach to helping individuals improve in areas of work where their manager has identified there are ongoing and persistent performance issues, where attempts to address these issues through normal management practice have not been successful . The ISP should be developed through discussion between the manager and the staff member once performance issues have been articulated and understood. Any issues which may be identified as a contributory factor in the performance issue should be included in the development of this document. This may include any reasonable adjustments in cases of disability. During the period of the ISP the employee’s performance will be monitored to assess if appropriate improvement is being made. If the expected outcom es are not achieved/improvements attained more formal action may be initiated under the relevant procedure. Managers are encouraged to consult HR at an early stage, but HR must always be contacted if a manager is considering formal action. By the end of the review period set out within the ISP, with the support and time provided it is hoped that the staff member’s performance will have reached the required standard. If this is the case, the manager will still work closely with the staff member to ensure that this standard is maintained beyond the cessation of the ISP. This is part of the normal managerial practice through regular discussion. Name of employee Armando
Job title Chef
Department Kitchen
Date of Initial Meeting 1st January 2022
Name(s) of other attendee(s) XXXXX
Performance review period end date 31st March 2022
Improvement and Support Plan (ISP)
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 29 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Performance Shortfall & Improvement Required:
SMART Objective Review dates Support Dependencies If none are required, please explain why.
Improvement required: E.g. Improve the collection and collation of data to allow contract and performance monitoring and data returns. Refer to job description. With examples (reasons why the manager feels this has not been met)
E.g. Contract Spreadsheet to be updated weekly by Friday. Use SMART objectives.
Regular meetings should be set up to review progress towards each objective and logged on the table below.
Support (including reasonable adjustments, development, training, flexibility, other) and date to be provided. E.g. A memo from the manager to all colleagues to remind them that data needs to be returned weekly.
E.g. Dependent on timely provision of da ta returns from departmental colleagues.
1 Improve stock management practices
Practice regular stock keeping and auditing procedures within the next 1 to 3 weeks
Weekly meetings Supervision by the head chef Dependent on access to stock policies and procedures followed in the organization
2 Improve compliance to customer service standards during food preparation
Demonstrate compliance with organizational standards of service quality and customer service within the next 1 to 3 weeks
Weekly meetings Supervision by the head chef None
3 Understand best practices of maintaining service quality
Comply with food quality and consistency procedures within the next 1 to 3 weeks
Weekly meetings Supervision by the head chef Access to quality and food handling procedures of the organization
4 Improve adherence to procedures and compliance to service accuracy
Demonstrate compliance with organizational standards of service quality and customer service within the next 1 to 3 weeks
Weekly meetings Supervision by the head chef None
5 Improve food quality monitoring procedures
Comply with correct procedures for monitoring food quality within the next 1 to 3 weeks
Weekly meetings Supervision by the head chef Dependent on access to food quality procedures of the organization
6 Undergo training on service standards
Demonstrate compliance with organizational service standards within the next 1 to 3 weeks
Weekly meetings Supervision by the head chef Dependent on access to food quality procedures of the organization
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 30 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 31 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Review Meeting
Name of employee Armando
Job title Chef
Department Kitchen
Date of Review Meeting 31st March 2022
Name(s) of other attendee(s)
SMART Objective Progress update Support Dependencies If none are required, please explain why. 1 Practice regular stock keeping and auditing procedures within the next 1 to 3 weeks
Partially Supervise and monitor on a daily basis regarding the learner’s compliance to correct stock keeping and food auditing procedures.
None
2 Demonstrate compliance with organizational standards of service quality and customer service within the next 1 to 3 weeks
Partially Supervise and monitor on a daily basis regarding the learner’s compliance to correct customer service and communication standards
None
3 Comply with food quality and consistency procedures within the next 1 to 3 weeks
Partially Supervise and monitor on a daily basis regarding the learner’s compliance to ensuring correct food colour, texture and consistency as per standard recipe cards
None
4 Demonstrate compliance with organizational standards of service quality and customer service within the next 1 to 3 weeks
Partially Supervise and monitor on a daily basis regarding the learner’s compliance to following policies of customer service and food quality followed in the organization.
None
5 Comply with correct procedures for monitoring food quality within the next 1 to 3 weeks
Partially Supervise and monitor on a daily basis regarding the learner’s compliance to correctly evaluating the food’s colour, texture and temperature during preparation and storage
None
6 Demonstrate compliance with organizational service standards within the next 1 to 3 weeks
Partially Supervise and monitor on a daily basis regarding the learner’s compliance to organizational WHS, cleaning and hygiene policies.
None
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 32 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 33 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Two weeks later 1.2 Since the meeting with the chef and kitchen hand you have been monitoring their ongoing performance. You scheduled regular quarterly performance appraisals meeting and monthly training and coaching sessions. Regardless of your efforts you hav e noticed that the chef has not made the necessary adjustments as discussed at the meeting and continue s to present with the same performance issues which need to be addressed in a formal performance appraisal. 1.2.1 Issues have been escalated from peers, statistical data conducted and your own observation. The underperformance issues identified need your immediate attention. You need to address with the chef their resilience to adhering to the following standards of performance which include:  Non -Adherence to procedures  Customer service standards  Level of accuracy in work  Personal presentation  Productivity  Punctuality 1.3 Conduct a structured performance appraisal meeting with the chef (your assessor). Refer to the policy and procedure (Attac hment 1 ) and review staff records and performance management documents . Before the meeting, you should :  Take notes well in advance of the meeting  Give employees adequate notice of appraisal meetings.  Review the self -assessment form completed (refer to 1.1.1)  Find a suitable environment  Block out at least an hour for the meeting  Plan and structure the meeting You should during the meeting:  Encourage your employee to do most of the talking  Make sure you r employee feels at ease  Discuss strengths and weaknesses  Talk about development opportunities  DON’T bring an y concerns not previously discussed  Set SMART objectives You should after the meeting:  Summarise everything  Provide a written copy  Discuss appeal process  Save the date for the next appraisal meeting 1.3.1 At the structured performance appraisal meeting you must d eal with the underperformance issues and concerns as outlined in the performance evaluation form (appendix 2). 1.3.2 At the meeting use t he RAP approach: Review the past, Analyse the present, Plan for the future. Determin e the chef’s challenges and weak points o that you can find better ways of fixing the problems to enhance and yield desirable results ultimately Note: At least 50 percent of the meeting time should be spent on the future. 1.3.2.1 You must take the necessary steps in the process of the performance appraisal. Step 1: Establish performance expectations and standards . You should:  identify particular output, skills, and accompl ishments that will be assessed.  set the specific criteria that will assist you as a manager to determine whether or not the performance of the chef is satisfactory as well as the levels of contribution towards goals and objectives of the establishment.  ens ure that the expectations and standards that you set are clear, concise, comprehensible, realistic and in measurable terms  involv e your employe e as a way of preventing vagueness and also enhancing unity in the job
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 34 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Step 2:Provid e regular feedback . You sh ould:  establish effective communication between you and the chef in regards to standards and expectations.  ensur e that the chef perform s their role by the goals and objectives of the establishment.  Agree on how this f eedback will be provided , either formal ly or communicated informally.  Give consistent feedback in regards to standards expected to help your employee/s in keeping tabs on particular activities that they are doing as well as performing them in the right manner. If possible, revise the standards reflect the feedback acquired from your workers. Step 3: Measure actual performance . You should:  Discuss measur es of the chef’s actual performance based on information obtained from different reports received written, oral (from peers), statistical as well as through personal observation .  Not make appraisal judgment based on what you feel towards the employee. It is only appropriate to make a sound measurement of findings, facts, and objectivity. Step 4: Compare actual per formance with standards. You should:  compare the actual performance with the anticipated or standard performance to identify the reasons for the deviations by the Chef from the established standards  After discussing the issues, institute appropriate measu res that would help in enhancing the performance that needs to be met and at the same time work on areas that should be improved to attain organizational objectives and goals. Step 5: Discuss results of appraisal . You should:  ensure that you communicate t he feedback of appraisal to your chef on a one -on-one basis.  Discuss the feedback together to allow the chef to understand their strengths and weaknesses. How you
communicate the feedback, whether positive or negative will determine how they will perform i n the future impact on how they will perform in future .  prepare your chef psychologically before presenting appraisal results and also ensure that results are communicated with lots of positivity. The aim here is to motivate the employees and not necessari ly to evoke emotions. Step 6: Come up with corrective measures  Initiat e some effective corrective measures , executed according to the results of the appraisal.  Carefully examine the results and identify areas that require improvement and then come up wit h corrective action that will make it possible for your Chef to improve their performance. In conclusion you should  Provide supportive feedback and guidance for improving standards of performance  Identify need for further coaching or training and organi se according to organisational policies. Support your chef to improve performance, by providing additional and targeted training, coaching or mentoring opportunities. (Complete the Development/Training Objectives section of the performance evaluation form (Appendix 2)  Provide corrective action opportunity to improve performance of standards in accordance with organisational policies  Discuss and agree upon opportunities for improvement of the employee’s performance /skills  Provide continuous performance monitoring of individuals and their effect on the team, and take corrective action to enhance the whole of team performance Complete the performance evaluation form (Appendix 2) Your assessor will observe you complete this task using the assessor observation checklist (appendix 9)
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 35 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
APPENDIX 2 – Performance Evaluation Form Employee: Armando
Job title: Chef
Manager: Paige
Period of evaluation From 1st January 2022 To 14th January 2022
PART 1 INSTRUCTIONS This evaluation form lists the criteria and competencies against which you must rank the employee. The establishment considers these performance factors to be critical to the success of personal, de partmental, and company goals. The criteria listed in this evaluation should accurately reflect the employee’s overall performance as it relates to the duties/expectations set forth in his or her job description. Rate the employee in each section of this form according to the table below. Be sure to add comments, thoughts, and observations important to the evaluation process. 1 UNNACCEPTABLE Consistently fails to meet job duties and expectations; performs at a level demonstrably below corporate requirements; improvement required immediately to maintain employment. 2 MEETS EXPECTATIONS Performs job duties at a satisfactory level according to job description under normal supervision and direction. 3 EXCEEDS EXPECTATIONS Often exceeds job requirements; consistently meets goals and objectives; accomplishments occasionally made in areas outside normal job role.
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 36 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
PART 2 JOB CRITERIA Abilities, Knowledge, and Skills The degree to which the employee exhibits the knowledge and skills required to fulfil job duties, as well as the techniques and tools used to do so. UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: The employee has not demonstrated compliance to skills associated with work accuracy, customer service standards, productivity or adherence to procedures
Quality of Work Does the employee complete his or her work with the expected degree of quality? Is the employee attentive to detail? Does the employee actively seek out and correct quality -control issues? Take into account accuracy of work, neatness, and adherence to standards. UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: The employee has not completely met standards of work accuracy and is not always consistent when following organizational standards of food quality and presentation
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 37 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Quality of Work Does the employee complete his or her fair share of the assigned work load? Are deadlines met consistently? Also consider how well the employee manages time, and how well he or she manages simultaneous or conflicting priorities. UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: The employee has not met expectations with regards to punctuality and time management and has demonstrated substandard performance
Attitude Does the employee display a positive and cooperative attitude about the job role, assigned work, and the organization? Are working relationships built and maintained by this employee? Is the employee open minded and accepting of constructive feedback by peers? UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: The employee is not complying adequately with job roles of ensuring consistent food quality, food storage and food presentation practices and often does not demonstrate accuracy to detail when preparing food
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 38 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Communication Skills Does the employee communicate clearly and effectively within the role? Does the employee clearly express them self both orally and in writing? Does the employee listen well and respond appropriately? Are written and verbal reports clear and accurate? UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: The employee’s communication is often delayed and not punctual resulting in decreased performance and productivity
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 39 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
PART 3 BEAHAVIOURAL CHARACTERISTICS Cooperation Does the employee work well with peers and supervisors? Does the employee willingly contribute to the success of the team or department? Does the employee exhibit consideration for others; a willingness to help; maintain a rapport with co-workers? UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: Demonstration of teamwork is limited and there is inadequate demonstration of rapport with team members
Reliability Does the employee follow through on commitments and job duties consistently? Does the employee accept accountability for his or her work? Does the employee properly follow instructions, directives, and procedures? UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: There is limited consistency in working performance and the employees does not always accurately follow customer service standards or food quality standards
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 40 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Initiative Does the employee actively seek out and assume additional responsibilities without being asked to do so? Does the employee demonstrate an ability to encourage and/or inspire others? Does the employee recognize and act upon new opportunities? UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: The employee has not shown adequate enthusiasm to inspire others or undertake new roles and responsibilities
Attendance and Punctuality Consider how often the employee is late on assigned working days, leaves early on assigned working days, and is sick or absent, all within the context of organizational policies. UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: The employee does not take sick leaves often but does not always follow policies of punctuality and time management as expected in the organization.
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 41 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Judgment and Analysis How well does the employee effectively analyse and solve problems? Does the employee clearly use sound judgment to do so? Is the employee decisive? Does the employee act on decisions in a timely manner? Does the employee successfully overcome obstacles? UNNACCEPTABLE
MEETS EXPECTATIONS 2
EXCEEDS EXPECTATIONS
Comments: The employee can solve problems fairly accurately but is however not punctual in decision making
Adaptability How well does the employee adjust to new directives, procedures, duties, supervisors, or working environments? Does the employee accept new ideas with relative ease? Does the employee suggest new methods and approaches to work? UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: The employees’ compliance with new directives and policies are fairly low and is not always open to new approaches to work
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 42 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
PART 4 Supervisory Criteria (If applicable) Leadership Does the employee consistently demonstrate an ability to lead others? Does the employee motivate others to perform better? Does the employee have the respect of his or her work group? Also consider the ability to direct others toward a common goal. UNNACCEPTABLE
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: Not applicable since the employee is not responsible for actively being involved in supervising others
Organi sational and Planning Abilitie s How well does the employee plan and organize work duties? Does the employee coordinate well with other workers and departments? Does the employee establish priorities appropriately and anticipate future needs? UNNACCEPTABLE
MEETS EXPECTATIONS 2
EXCEEDS EXPECTATIONS
Comments: The employee fairly coordinates well with others and is able to demonstrate teamwork with prioritizing and anticipating future needs
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 43 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Task Delegation How well does the employee oversee the work and direction of subordinates? Are duties assigned appropriately? Does the employee select the right kind of staff as appropriate to the task at hand? UNNACCEPTABLE
MEETS EXPECTATIONS 2
EXCEEDS EXPECTATIONS
Comments: The employee can demonstrate satisfactory skills in task delegation
Administrative Skill To what extent does the employee manage day -to-day administrative duties? Does the employee ensure that organizational policies are adhered to? Does the employee make the appropriate utilization of company budget, equipment, and resources? UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: The employee is not always adhering to organizational duties or utilize adequately the equipment, resources or budget of the organization
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 44 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Staff Management Is the employee a positive role model for peers and/or subordinates? Does the employee provide constructive guidance and feedback to others? Does the employee assist other workers in accomplishing their own goals, duties, objectives? UNNACCEPTABLE
MEETS EXPECTATIONS 2
EXCEEDS EXPECTATIONS
Comments: The employee can satisfactorily provide guidance to others and serve as a positive role model for subordinates
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 45 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
PART 5 Objective Completion Objectives for Review Period List and discuss the objectives set forth for this employee during the period under review. Identify those areas of responsibility where the employee did/did not meet performance objectives and/or project milestones. Evaluate the progress made by the employee on predetermined objectives, projects, job duties, and special assignments by selecting the appropriate box belo w each goal listed. Objective #1 Improve compliance to stock management practices in the organization Satisfactory Progress Unsatisfactory Progress Unsatisfactory since employee did not comply adequately with organizational procedures Objective #2 Improve compliance to service standards in the organization Satisfactory Progress Unsatisfactory Progress Unsatisfactory since employees have not complied fully with organizational service standards Objective # 3 Improve performance of food quality monitoring procedures Satisfactory Progress Unsatisfactory Progress Unsatisfactory since employee has not improved performance regarding food quality monitoring procedures
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 46 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Objective # 4 Improve adherence to procedures and compliance to service accuracy Satisfactory Progress Unsatisfactory Progress Unsatisfactory due to substandard compliance with service accuracy and consistency Objective # 5 Improve compliance to customer service standards during food preparation Satisfactory Progress Unsatisfactory Progress Unsatisfactory due to lack of improvement in complying with customer service standards during food preparation Objective # 6 Improving understanding of best practices of maintaining service quality Satisfactory Progress Unsatisfactory Progress Unsatisfactory since employee understanding on maintaining service quality has been inadequate
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 47 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Objectives for Next Review Period List any goals, projects, job duties, and special assignments to be continued and/or completed in the coming year. Set these goals with the understanding that corporate priorities are subject to change as business situations change. Update this section as necessary throughout the next review period. Objective #1 Improved adherence to organizational standards and procedures Satisfactory Progress Unsatisfactory Progress
Objective # 2 Improved compliance to standards of customer service in the organization Satisfactory Progress Unsatisfactory Progress
Objective # 3 Enhance accuracy in the level of work demonstrated by the employee Satisfactory Progress Unsatisfactory Progress
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 48 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
PART 6 Overall Performance Overall Assessment Use this space to specify the employee’s overall job performance. The overall rating should reflect and take into account job criteria, behavioural, supervisory, and goal completion rankings. UNNACCEPTABLE 1
MEETS EXPECTATIONS
EXCEEDS EXPECTATIONS
Comments: The employees’ compliance to standards of accuracy, customer service and maintenance of food quality and consistency of the organization have been inadequate . Employees’ compliance to punctuality and performance standards have also been inadequate
Development/Training Objectives Complete this section once you and the employee have discussed and agreed upon opportunities for improvement of the employee’s performance/skills. Include training (either formal or informal) and/or developmental objectives, corresponding activities, and time frame s for completion. Developmental/Training Objective #1 Improved adherence to organizational standards and procedures within the next 1 to 3 weeks via provision of coaching and mentoring sessions Developmental/Training Objective # 2 Improved compliance to standards of customer service in the organization within the next 1 to 3 weeks via provision of coaching and mentoring sessions Developmental/Training Objective # 3 Enhance accuracy in the level of work demonstrated by the employee within the next 1 to 3 weeks via provision of coaching and mentoring sessions Manager signature Armando Date 31st march 2022
PART 7 Employee Signoff I have been advised of my performance rankings. The rankings and comments in this review have been discussed and explained to me by my supervisor. My own comments are as follows: As directed by my supervisor and the feedback provided to me – I agree to comply with the outlined new objectives established for me so as to enhance my performance Employee signature Chiraag Narang Date 31st march 2022
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 49 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
1.4 You must now recognise and resolve performance problems and implement performance management systems . It has been a month since the performance appraisal with your chef (your assessor or class mate directed by your assessor) and two months since the informal meeting with your kitchen hand, has been travelling quite well. In fact, the kitchen hand has been recognised for their continuous efforts and has been rewarded for his achievements and outstandi ng performance by winning employee of the month award two months running . 1.4.1 Unfortunately the same cannot be said for the Chef. You have noticed a slight improvement in some areas of the performance. However, there are still concerns the required expe ctations of the establishment are still not being met. This is mainly because the Chef has become complacent, and feels the establishments rules are ridiculous and frankly do not apply to him. He is not willing to make any changes and is adamant he will no t change for anyone regardless of informal counselling, coaching and training session. 1.5 You are required to investigate the continuous performance problems and follow up the outcomes of informal counselling and structured performance appraisals previou sly conducted. In a last attempt to fix the problems you conduct a coaching session (with your assessor or a class mate directed by your assessor) taking into consideration the following steps: Step 1: Establish Coaching Agreement and identify the specifi c issue for the session. ï‚· What is the issue/goal you would like to focus on today? ï‚· What is important about this for you? Step 2: Set the Goal or Outcome for The Session , invite employee to envision their desired outcome. ï‚· How will you know you achieved what you wanted to accomplish today? ï‚· What will that look like or feel like (subjective or objective)? ï‚· Where are you now regarding what you wanted to achieve today? Step 3: Coach your employee. Starting with the desired outcomes, invite your employee to explor e different actions or shift perspective for unearthing possible solutions. ï‚· What is the BEST solution for you in this situation? ï‚· What changes or differences might you or others notice? Step 4: Identify and Commit to Action . Allow your employee to choose actions to commit to. ï‚· What might get in the way of accomplishing this? ï‚· How will you support your commitment to this action? Step 5: Key Outcomes . The employee summarizes actions, commitments and/or perspective shifts. ï‚· What are your take -aways from this session? ï‚· What new awareness or learning happened today? ï‚· How will this support you going forward? Step 6: Accountability . Discuss: ï‚· How will you hold yourself accountable to the goal(s) you set today? ï‚· Invite some homework, journaling, or other in -between s ession activity and schedule the next session. The coaching session although productive, unfortunately did not have any impact on this employee. He has reverted back to his old habits and an underperformance meeting is unavoidable. Conduct a final underpe rformance meeting to provide effective performance counselling in accordance with the provided standard operating procedures and staff performance documentation (Att achment 1)
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 50 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
1.5.1 A performance counselling session is used to develop plans that will i mprove the employee’s performance, not to discipline or threaten a troubled employee. Organise and c onduct the formal counselling session in the correct manner. You must: ï‚· Hold the performance counselling session in private. ï‚· Choose a private location and time for your counselling session. Select a time when other employees will not be around to interrupt, such as lunch or the end of the business day. ï‚· Give your employee your full attention ï‚· Have a Clear Focus for the session, a nd make a list of what you want to discuss with the employee. ï‚· Include all topics of concern, along with some ideas for improving performance ï‚· Use neutral terms to describe the issue or issues of concern, and allow the employee a chance to respond . ï‚· Convey th at you want to come up with a solution that is best for both parties ï‚· Use Clear, Neutral Language. Present the solution or behaviour you wish to see in clear language ï‚· Establish a goal and a time period, and put the goal in writing. ï‚· While a counselling session is a formal interaction between you and an employee, be yourself and express your concerns using normal language. ï‚· Get to the point and say what you mean. Do not expect the employee to guess what the problem is. ï‚· Use Active Listening Skills. Listen t o the employee and maintain a professional demeanour. Listen to the employee and maintain a professional demeanour. ï‚· Let the employee tell his side of the story, if there is one, and listen to any suggestions or requests he believes will help improve the s ituation. ï‚· Thank the employee for meeting with you and working toward a solution. Remember! A counselling session works best when if it focuses on the employee’s entire performance, not just the area of trouble. This is a chance to address a performance is sue(s) with the employee with a view to improving their performance. 1.5.2 Send a formal notification (appendix 3) to the staff member (classmate) and your supervisor (assessor) Complete the formal notification email template (Appendix 3) and complete the underperformance meeting plan (Appendix 4) and attach this to your email notification
Your assessor will observe you completing this task (Appendix 9)
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 51 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
APPENDIX 3 – Formal Notification Email Template From Manager To Chef
Cc Underperformance Counselling Subject Concerns on Underperformance Attachment
Respected Armando, As mentioned previously – we have observed continuous lack of compliance on your part towards the best practices of customer service, punctuality, customer service standards and performance. W hile we have repeatedly addressed the issue in your performance feedback form, it seems that you are still unable to demonstrate your best performance in this organization. Based on the underperformance meeting we will shortly be implementing your new set of supervision and coaching plan. The same has been attached for your perusal. Kindly let me know you acknowledge or feedback on the same. Regards Alfie Kind Regards, Establishment Manager
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 52 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Details
Date: 31st May 2022
Time: 9:00 am
Location: Meeting Room
Attendees: Chef, Manager
Reason for the meeting
It has been observed continuous lack of compliance from the part of the chef towards the best practices of customer service, punctuality, customer service standards and
performance. While the organization has repeatedly addressed the issue in the performance feedback form, it seems that the em ployee is still unable to demonstrate their best
performance in this organization.
Background
The employee has consistently demonstrated an inconsistency towards complying with organization standards of accuracy, performanc e, punctuality, customer service standards and food quality standards despite being provided with 2 sessions of performance managem ent. The employee has also demonstrated low motivation and enthusiasm towards the same.
Next steps
The employee can be provided with additional counselling sessions as well as incentives which can be useful for motivating an d improving their performance. To achieve the
same the employee will be kept under strict supervision and will need to diligently comply with all of the outlined tasks.
APPENDIX 4 – UNDERPERFORMANCE MEETING PLAN
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 53 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Task list Due date
Improved adherence to organizational standards and procedures 31st July 2022
Enhance accuracy in the level of work demonstrated by the employee 31st July 2022
Improved compliance to standards of customer service in the organization 31st July 2022
Improvement in punctuality and performance 31st July 2022
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 54 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
1.6 At the formal counselling session with your Chef (assessor or classmate directed by your assessor) you should: Ensure you offer feedback and discuss additional coaching and training opportunities to address the reoccurring performance problems regar ding: o Adherence to procedures o Customer service standards o Level of accuracy in work o Personal presentation o Productivity o Punctuality ï‚· Describe the performance issue and why this level of performance is an issue ï‚· Determine whether the employee knows what is exp ected of them ï‚· Ask whether there are any extenuating circumstances ï‚· Ensure that sufficient resources, support and formal training sessions have been provided ï‚· Agree on course of action with colleagues ï‚· Document the agreement in the performance improvement plan (Appendix 5) ï‚· Record follow up dates 1.6.1 During the performance counselling meeting, you should: ï‚· Be firm but fair ï‚· Ask open questions ï‚· Take notes ï‚· Use active listening ï‚· Summarise what has been said for mutual understanding ï‚· Consider the employee’s respo nses ï‚· Encourage the employee to speak freely, yet bring them back to the specific issue in question should they become side -tracked ï‚· Explain what will happen next if the employee’s performance doesn’t improve (e.g. final warning ). 1.6.2 You have discussed a nd agreed on possible solutions with your employee. As such you have agreed to give your employee a reasonable period of time to improve their performance (typically 6 -8 weeks). You will need to record the agreed next steps in the performance improvement p lan (appendix 5). You should ï‚· Regularly check -in with the employee over that period to discuss how they’re progressing. ï‚· If the employee’s performance has improved enough, close the process. Follow up in writing and clearly explain that they must maintain t he improvement. ï‚· If the employee’s performance hasn’t improved, consider taking further action. 1.7 Then, w rite up your notes on the session (appendix 6) and include them in the employee’s file, along with a notation of the day and time of a follow -up meeting. Send the employee a copy via email (appendix 7) , along with a reminder of the solution you devised , a copy of the performance improvement plan (appe ndix 5) and the date of a follow -up meeting to evaluate the success of the proposed solution. 1.7.1 Confirm the outcome of the meeting in writing and invite the employee to respond. Include: ï‚· What was discussed (including any issues raised by the employee) . ï‚· What the employee needs to do to improve their performance. ï‚· Any support or assistance you’ll provide. ï‚· What will happen next if the employee’s performance doesn’t improve. 1.7.2 Keep thorough notes of the meeting and other relevant supporting documents such as copies of any letters, emails or warnings, and sign and date these documents. Ask the employee and any witnesses present (class mate directed by your assessor) to do the same. If the employee refuses, make a record of the refusal.
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 55 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
1.8 Peers have provided you with negative feedback from the last coaching session. Feedback provided indicated there is no indication of improvement, in fact performance concerns have taken a negative turn. The chef has indicated that there is nothing wrong with his per formance and the coaching and training sessions agreed in the last meeting are a waste of time and unnecessary. Peer feedback included:  Refusal to follow procedures and insists on performing routine tasks his own way. Refuses to follow food safety procedur es irrespective of coaching sessions  Thinks the concept of a positive customer experience as ludicrous. Says he is a chef and does not need to engage with customers.  Quality checks not conducted before passing food dishes. As a result, there has been esc alated customer complaints  Personal presentation is below average  Constantly does not meet time constraints, refuses to work as a team and does not want any help  Arrives 15 minutes late for all shifts 1.8.1 You have followed the establishments formal per formance management systems, and explained your concerns to your employee and provided them with strategies on how to improve performance, regular ly follow ed up with meetings , counselling, coaching and training sessions. These sessions were used as an opp ortunity to talk about progress and see if there’s any further help or support that can be provided to the employee to ensure a successful outcome. Performance concerns were addressed with the employee . You use the feedback regarding the coaching session provided to form your decision on the continued performance problems . As your employee hasn’t changed their behaviour and continues underperforming you have decided to issue a written warning (Appendix 8) Complete: Appendix 5 Performance improvement p lan Appendix 6 Session notes Appendix 7 Email confirmation template Appendix 8 Written warning template 1.9 Complete and file all performance management records (Appendix 1 to 8), in accordance with your standard operating systems and establishment filing systems applicable. Ensure all staff files are stored in a locked cabinet or online secure storage syste m to ensure privacy is maintained. Your assessor will observe you complete this task using the assessor observation checklist (appendix 9)
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 56 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Details Employee name Armando
Employee position and level Chef
Manager name Alfie Manager position Manager Date of plan 31st July 2022
Period of plan 31st May to 31 st July 2022
Interim review date 30th of June 2022 Final review date 31st of July 2022
APPENDIX 5 – Performance Improvement Plan
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 57 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Performance improvement objective: • Improved adherence to organizational standards and procedures • Enhance accuracy in the level of work demonstrated by the employee • Improved compliance to standards of customer service in the organization • Improvement in punctuality and performance
Required outcomes • Improved adherence to organizational standards and procedures • Enhance accuracy in the level of work demonstrated by the employee • Improved compliance to standards of customer service in the organization • Improvement in punctuality and performance
Strategies ï‚· Provide continuous coaching and supervision ï‚· Keep employee under monitoring and notice during work hours ï‚· Provide weekly coaching and educational sessions to review performance and confirm understanding or discuss opportunities for improvement
Support ï‚· Provide access to organizational training manuals, policies and procedures ï‚· Provide opportunities for training, consultation and counselling
Responsibilities ï‚· To follow organizational procedures consistently ï‚· Work towards providing positive customer experience ï‚· Engage in daily quality customer checks ï‚· Practice excellent personal presentation ï‚· Comply with time constraints in the organization ï‚· Follow punctuality and shift timings strictly
Consequences The employee will be issued a warning letter for refusal or inability to comply with these responsibilities
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 58 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Manager signature: Alfie Print name: Alfie Date: 30th June 2022 Employee signature: Armando Print name: Armando Date: 30th June 2022
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 59 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
SUPERVISOR NAME Armando DEPARTMENT Kitchen
REVIEW PERIOD 31st March to 31st July 2022 DATE OF REVIEW 30 June 2022
Provide feedback regarding the performance of your supervisor based upon their skills and responsibilities in each of the following categories.
ABILITY TO ACCOMPLISH RESPONSIBILITIES
The employee has not accomplished any of the responsibilities with consistency, accuracy or sincerity
ACHIEVEMENT OF GOALS
No goals have been achieved as outlined previously . There is a need for the employee to achieve these goals by attending supervision and mentoring sessions on correct practices of maintaining food quality, food storage, and hygiene and effectively engage in team work with ot hers. This will enable the leaner to obtain practical and ongoing support during work hours and in work settings resulting in better acquisition of practical knowledge.
EXAMPLES OF EXCEPTIONAL PERFORMANCE
None
SUGGESTED AREAS OF IMPROVEMENT
ï‚· To follow organizational procedures consistently ï‚· Work towards providing positive customer experience ï‚· Engage in daily quality customer checks ï‚· Practice excellent personal presentation ï‚· Comply with time constraints in the organization ï‚· Follow punctuality and shift timings strictly ï‚· Time management ï‚· Compliance to organizational policies ï‚· Conflict Resolution ï‚· Customer Service ï‚· Cooperation ï‚· Quality Control during Food Preparation and Storage
DEMONSTRATION OF CORE VALUES
• Improved adherence to organizational standards and procedures • Enhance accuracy in the level of work demonstrated by the employee • Improved compliance to standards of customer service in the organization • Improvement in punctuality and performance
APPENDIX 6 – SESSION NOTES Comment [RS3]: This question is about session notes . please add the
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 60 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
APPENDIX 7 – EMAIL CONFIRMATION From Manager To Chef
Cc Supervisor Subject Underperformance Attachment Performance Improvement Plan
Hello Armando, As mentioned previously, your underperformance has shown no improvement despite repeated counselling sessions. Based on our previous meeting, we are now going forward with a formal performance improvement plan. Your needs on being provided with more time, coaching, resources and incentives have been addressed. If no improvement is reported still, we may be required to issue a warning letter. I have attached the plan for your perusal – kindly let me know in case of any feedback. Kind Regards, Establis hment Manager
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 61 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
PLEASE KEEP A COPY OF THIS LETTER FOR YOUR RECORDS
APPENDIX 8 – Written Warning Template Complete the first written warning letter. Replace the red with actual information in regards to your staff member
31st May 2022
Private and confidential
ABC Hotels and Restaurants
123/A Street Australia >
Dear Armando
Warning letter
I am writing to you about your performance and conduct during your employment with ABC Hotels and
Restaurants (the employer).
On 31st March 2022 you met with Supervisors and Managers At this meeting you were advised that your
Performance has been unsatisfactory, and that immediate improvement is required. You were advised
that it is important to comply with organizational procedures of food quality, service quality, customer
service and punctuality
In the me eting you were asked if you had anything you wished to say or to respond to the situation and
you conveyed that you needed more time, support and financial incentives for improvement .
After considering the situation it is expected that your performance imp roves and specifically that you
comply with organizational procedures of food quality, service quality, customer service and punctuality.
This is your first warning letter. Your employment may be terminated if your performance does not
improve by 31st of July 2022
I propose that we meet again on 30th of June to review your progress. Please let me know if this time is
convenient to you. If you wish to respond to this formal warning letter please do so by contacting me on
57456345 321 or by replying in wr iting.
Yours sincerely,
Armando
Manager
PLEASE KEEP A COPY OF THIS LETTER FOR YOUR RECORDS
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 62 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Assessment activity – The learner has completed all the assessments requirements for this unit of competency deemed
Outcome Date of the outcome
Task 2 – Practical/Knowledge assessment – knowledge & practical application assessment workbook 2 – simulated knowledge/practical observation criteria 1.1 – 1.9 and appendix 1 – 8
☐Satisfactory ☐ Not satisfactory
Task 2 – Practical/Knowledge assessment – knowledge & practical application assessment workbook 2 Practical/Knowledge assessment – Observation checklist appendix 9
☐Satisfactory ☐ Not satisfactory
RECORD OF ASSESSMENT TASK 2 SIMULATED KNOWLEDGE/PRACTICAL
OBSERVATION To be completed by the assessor
Learner details Assessor details Name Chiraag Narang Name Ravinder Singh
Unit Code SITXHRM006 Unit Title Monitor staff performance
ASSESSORS NOTE Determine the student’s ability to apply and perform criteria satisfactorily. Review the performance evidence by clicking on the link https://training.gov.au/Training/Details/SITXHRM006 . Marking should be in line with the model guide to the appendices provided as applicable as this assessment task underpins the knowledge evidence. All performance tasks deemed satisfactory to achieve a satisfactory outcome for this task —the observation chec klist used for all observations conducted. If an NS outcome is reached in any section, then the reassessment process is applied . Be sure to inform the student in detail about ―why‖ an NS outcome was achiev ed. Record your reasons in the section label led ―Not satisfactory (NS) outcomes.‖ See below for recording appropriate information
Attempts Attempt N …../……/……. Attempt O …../……/……. Attempt P …../.…../….. Not satisfactory ( NS ) Outcomes Part number Detail the reason why an NS outcome applied Complaints and appeals If a Not Satisfactory assessment result is received, refer the student to the complaints and appeals process outlined in the student handbook Assessor Feedback to the learner: Write full feedback to the learner that is constructive and not generic Reasonable adjustment (if applicable) – W hat did you do to apply this?
Name of document: Knowledge & Practical Application Assessment W orkbook 2 Version 1 Page 63 of 63 Name of the RTO: Keystone College of Business and Technology RTO No: # 41183 CRICOS No: # 03425F Document uncontrolled when printed ©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the publi c or adapted without permission
Assessor Intervention (if applicable) – W hat did you do to apply this? Assessor Name Assessor Signature Date
Student declaration – I declare this assessment : ï‚· Is my work , and based on my study ? ï‚· Where applicable , references for all material and resources used in th is assessment’s content regardless of the reference material used, such as books, articles, reports, internet searchesI or any other document or personal communication. ï‚· It is my work. ï‚· Is not copied from other students work in part or whole ï‚· Is not plagiarised Student name Chiraag Narang Student signature Date 30-03-2022

QUALITY: 100% ORIGINAL PAPER – NO PLAGIARISM – CUSTOM PAPER
error: Content is protected !!