50%(2)1 out of 2 people found this document helpful
This preview shows page 41 - 44 out of 73 pages.
Assessment 2Your Tasks:Part A – Setting managing and communicating Key Performance IndicatorsFor this assessment you are required to consider a scenario from your industry and then set key performance indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what the current KPIs are and set target KPIs to be achieved.You will then need to:1.Set and measure KPIs.2.Use new or innovative approaches to meet the KPIs.3.Define constraints to meeting KPIs.4.Know what to do if KPIs are not met.5.Use appropriate methods of communication.If more space is required for any answer you can attach a separate page containing name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission.Please choose ONEof the following scenarios which most closely resembles your industry.
NEW YORK COLLEGEHospitality Scenario:You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly management meeting.Mr. McElm, the new GM has reviewed the Sales and Customer service history from the past 12 months and accordingly developed and set new targets to improve the organisation’s customer service provisions and sales targets. The following aspects will need to be addressed in the F&B section:Current TargetedEXAMPLE ONLY: The average per head spend currently sits at $23.00. EXAMPLE ONLY: Increase average spend to $26.50The feedback received per 5000 customers shows 250 (5%) customers were dissatisfied with product and service provisions Improve product and service provisions pro-actively with a target of 98% within 9 months.There have been 37 errors or discrepancies with customer accounts/wrong orders during the past 12 months which resulted in $3,950.00 of lossesMaximum discrepancies must not exceed $100.00 per month – F&B manager must be informed immediatelyThere have been 16 complaints related to cleanliness of glassware/crockery during the past 5 monthsNo complaints related to cleanliness of glassware/crockery are acceptable – procedures must be implemented to ensure this.New York College Pty Ltd trading as New York College V1.0 December 2018ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: Phone: + 61 07 3848 43541009 Ipswich Road, Moorooka, QLD 4105 42