Plan and Establish Systems and Procedures

LG THHGAD0163A PLAN AND ESTABLISH SYSTEMS AND PROCEDURES
LEARNERS GUIDE
PLAN AND ESTABLISH SYSTEMS AND PROCEDURES
Published by
HEART TRUST/NATIONAL TRAINING AGENCY
Produced by
Learning Management Services Department

Gordon Town Road
Kingston 7
Jamaica W.I.
This material is protected by copyright. Copying this material or any part of it by any means,
including digital or in any form is prohibited unless prior written permission is obtained from
the HEART Trust/NTA
*** 2005 ***
Version 1 LRDU MAR. 05

TABLE OF CONTENTS
PAGE
Introduction....................................................................................................................................1
Welcome ..............................................................................................................................1
This Competency Unit .........................................................................................................1
Before you start....................................................................................................................2
Planning your learning programme .....................................................................................2
How to use this Learner Guide ............................................................................................4
Using the Computer and Other Resources...........................................................................6
Method of Assessment.........................................................................................................6
Quality Assurance................................................................................................................6
Element 1: Plan systems and procedures....................................................................................7
Self-Assessment Checklist.................................................................................................16
Element 2: Establish systems and procedures..........................................................................17
Element 3: Review systems and procedures .............................................................................20
Version 1 LRDU MAR. 05

LG THHGAD0163A
PLAN AND ESTABLISH SYSTEMS
AND PROCEDURES
INTRODUCTION
Welcome
Welcome to the Learners Guide for Unit of Competency Plan and Establish Systems and
Procedures. This is just one of a number of Learners Guides produced for the Linen Room
Attendant Skills stream of the Tourism and Hospitality Industry, and it is designed to guide you,
the learner, through a series of learning processes and activities that will enable you to achieve
the specified learning outcomes for the competency unit.
The content of this guide was developed from the Competency Standard THHGAD0163A,
which is one of the basic building blocks for the National Vocational Qualification of Jamaica
(NVQ-J) certification within the industry. Please refer to your Learners Handbook for a
thorough explanation of standards and competencies, and how these relate to the NVQ-J
certification.
You are also advised to consult the Competency Standard and Assessment Instrument for a better
understanding of what is required to master the competency.
This Competency Unit
Plan and establish systems and procedures addresses the knowledge and skills required for
effectively planning and establishing systems and procedures. This competency unit consists of
the following elements:
Element 1: Plan systems and procedures
Element 2: Establish system and procedures
Element 3: Review systems and procedures
As you go through each element, you will find critical information relating to each one. You are
advised to study them carefully so that you will be able to develop the necessary knowledge,
skills and attitudes for planning and establishing systems and procedures.
Version 1 LRDU MAR. 05 1

Before you start
Before you start this Learner Guide, you need to:
a. Obtain a Learner Logbook that you will use to record evidence of your new
skills/competence. As you demonstrate your new skills, record your activities and have your
learning facilitator sign off on them. This will allow you to provide evidence of your
competence when you are being assessed against the competency standard.
b. Ensure that you have access to the facilities and equipment necessary for learning.
c. Ensure that your learning resources are available.
d. Ensure that tools and equipment are safe, and that the correct safety equipment is used.
e. Plan your learning programme (see below).
f. Understand how to use this Learner Guide (see below).
Planning your learning programme
The self-assessment checklist on the following page will assist you in planning your training
programme as it will help you to think about the knowledge and skills needed to demonstrate
competency in this unit. As you go through the checklist you will be able to find out what
competencies you have already mastered and which one you will need to pay more attention to
as you go through the learning process.
To complete the self-assessment checklist simply read the statements and tick the Yes or No
box. You should do this exercise now.

Self-Assessment Checklist
- Plan and establish systems and procedures
Element 1 Plan systems and procedures Yes No
1. I can identify and clarify system and procedural requirements

through workplace monitoring and ongoing consultations
with colleagues and customers ( ) ( )
2. I can identify problem areas and take prompt action ( ) ( )
3. I can identify and develop possible responses in consultation

with colleagues ( ) ( )
4. I can take account of immediate operational needs and

enterprise goals ( ) ( )
5. I can take human and financial resources issues into

consideration ( ) ( )
Element 2 Establish systems and procedures Yes No
1. I can provide advance notice of new systems and procedures to

colleagues ( ) ( )
2. I can introduce systems and procedures to the workplace in a

manner which causes minimum disruption to customers and
colleagues ( ) ( )
3. I can to provide training and support as required ( ) ( )
Element 3 Review systems and procedures Yes No
1. I can monitor efficiency and effectiveness of systems in the

workplace ( ) ( )
2. I can seek suggestions for improvements from colleagues at all

levels ( ) ( )
3. I can make adjustments promptly ( ) ( )

How did you do?
If you ticked most of the Yes boxes then you might not need to go through the entire guide.
Ask your learning facilitator to assist you in determining the most appropriate direction for this
competency.
If you ticked few of the Yes boxes or none at all then you should work through all of the guide,
even though some of the material might be familiar to you.
Plan your learning based on your answers. Be sure to involve your learning facilitator in the
planning process.
How to use this Learner Guide
This Learner Guide is designed to assist you in working and learning at your own pace. We
suggest that you:
Go through the sections/elements as they are presented (starting at Section 1)
Check your progress at each checkpoint to ensure that you have understood the material.
Observe the icons and special graphics used throughout this guide to remind you of what you
have to do to enhance your learning. The icons and their meanings are as follows:

Complete Assessment Exercise

This exercise requires you to think about the knowledge and
skills that you have or will develop in this competency unit.
Definition Box
Words/phrases are defined or explained in this box. The
words/phrases being explained are in bold print.
Checkpoint
This denotes a brain teaser and is used to check your
understanding of the materials presented. No answers are
provided for the questions asked.
Activity
This denotes something for you to do either alone or with the
assistance of your trainer/supervisor.
Reference
This points you to the reference materials and other support
documents or resources used in compiling the unit content.
Ask your learning facilitator for help if you have any problems with the interpretation of the
contents, the procedures, or the availability.
Complete each activity as you come to it. If the activity requires you to perform an actual
task, be sure to tell your learning facilitator when you get to that activity so that he/she can
make arrangements, if necessary.
Get your learning facilitator to sign and date the Learner Logbook when you have completed
an activity.
Complete the self-assessment checklist at the end of each section or element

When you have worked through all elements of the guide, and when you can tick every Yes
box, you are ready for assessment and may ask your learning facilitator to assist you in making
the arrangements to have your performance assessed.
Using the Computer and Other Resources
Where your activities refer you to the library, computer and Internet resources, ask your learning
facilitator to assist you with locating these resources. If you are getting your training in an
institution, there may be a library and computer laboratory. If this is not the case, visit the local
library and find out what resources are available.
If you are new to the computer and the Internet, someone should be able to show you how to use
these resources.
Please note that in many of your activities you have been referred to information on the Internet.
This is because the Internet has a vast amount of information that can help you in acquiring the
particular competencies. We would like to advise you, however, that we cannot guarantee that all
the sites will be available when you need them. If this happens, ask your learning facilitator to
assist you with locating other sites that have the information you require.
Method of Assessment
Competency will be assessed while work is being undertaken under direct supervision with
regular checks, but may include some autonomy when working as a team. You are advised to
consult the associated competency standard for further details relating to the assessment
strategies.
Quality Assurance
A feedback form is included at the back of each learner guide, so all users are given the
opportunity to document any concerns which they may have in regard to any aspect of the guide.
Such feedback will assist in the review of the guide. Users are encouraged to complete the form
and send it to the address given.
You may now start your learning. Have fun while you work!

ELEMENT 1: PLAN SYSTEMS AND PROCEDURES
LEARNING OUTCOMES
As you go through this element you will acquire the necessary knowledge, skills and attitudes to
plan systems and procedures. Your learning facilitator is there to assist you with the various
activities, so that on completion you should be able to:
1. Identify system and procedural requirements and clarify through workplace monitoring
and ongoing consultations with colleagues and customers
2. Identify problem areas and take prompt action
3. Identify and develop possible responses in consultation with colleagues
4. Take account of immediate operational needs and enterprise goals
5. Take human and financial resources into consideration
IDENTIFY SYSTEM AND PROCEDURAL REQUIREMENTS
As a Supervisor, you should have a clear understanding of the

What is Planning? - planning process and its importance in the management of your
Planning is identifying and organization. The organizational plan that is derived from the
selecting appropriate goals planning process details the goals of the organization and states
and courses of action. how managers should attain those goals:
Planning is referred to as the first function because it lays the groundwork for all other
functions and is the first step taken when performing these functions
You must assign priorities to each goal and allocate the necessary resources required.
Planning determines what actions need to be taken and encourages commitment from
management, individual employees, departments and the entire organization for days
months or years to come.
Planning is a useful way of getting managers to participate in decision making for the
appropriate goals and strategies for an organization.
Planning is necessary to give the organization a sense of direction and purpose
A plan also helps managers to co-ordinate activities of the different departments
CHECKPOINT:
State three (3) important reasons why we should plan.

ACTIVITY:
Do research on the Myers Brigg test, following which you should

complete a sample of the test, saving your profile. You will then be
required to access the jobs recommended for your personality type.
Discuss your findings with your learning facilitator and peers.
IDENTIFY PROBLEM AREAS AND TAKE PROMPT ACTION
As managers it is very important to consult with staff before you establish new systems and
procedures so that you can have participation from staff at all levels. This has certain positive
spinoffs, as workers will buy into or accept the changes more readily and it would eliminate the
time spent trying to convince workers about the importance of establishing these new processes
to improve, for example, the quality of service.
Here are some systems and procedures that you may need to consider:
Customer Service Procedures

Bar or restaurant procedures
Kitchen systems
Office administration systems
Reservations procedures
Manual Procedures
Automated Procedures
Human Resource Management
Occupational Health and Management systems
Plan during the planning stage you should always ensure that you have the commitment of all
levels of staff especially the top management. Define, with the authorization of the top
management, the policy that will be undertaken for example, the occupational health and safety
policy. Planning must be completed to establish a framework for identifying the hazard, the
assessment of risks and the implementation of necessary controls. Additional legal obligations
must be identified and understood, objectives set and a management programme for achieving
them implemented.

Customer Service Procedures
QFD - Quality Function

Development is
integrating the voice of
the customer.
You should always remember that todays customers are far more sophisticated as they have
several choices. This is one of the methods of getting feedback from your customers and
integrating their views in the improvement of your product and services. The onus is therefore
on Management, to recruit and train a competent and qualified workforce with strong people
skills and who know the value of superior customer service.
Persons who recruit staff have to ensure that the values of the employees and their organizations
are similar so that productivity can be enhanced by employing the right persons who can identify
with the culture, mission and values of the organization. Remember customers are looking for
organizations that value their business.
Customer value checklist - do you know the objectives of your customers and their
customers
Is your service offer designed with the customer in mind?

Are your internal systems made for how the customer prefers to do business with you?
Do you constantly measure customer satisfaction?
Do you continually meet with your customers to determine their needs today and
tomorrow?
How is value created, delivered, monitored, and maximized in your organization?
These are some important questions that you must ask when you are making plans.
ACTIVITY 1:
With the help of your facilitator state some of the critical issues that
you would recommend, before you decide on systems and procedural
change.

ACTIITY 2:
Select two of the systems and procedures listed on pg 9. Prepare your

own systems and procedures for any two departments. Then conduct
further research at the hotel nearest to you. Compare the results.
Refer to: Weinstein, A. William-Johnson, C (1999). Designing and delivering

Superior Customer Value, Concepts, Cases and Applications (p.27)
IDENTIFY AND DEVELOP POSSIBLE RESPONSES IN CONSULTATION WITH

COLLEAGUES
After you have received feedback from the questionnaires distributed, from supervisors, from the
intranet and through informal discussions; discuss responses in Departments, at staff meetings,
with different workers and pool the suggestions. Management should prepare a final document
from the contribution put forward by the different parties. You should be proactive and identify
possible responses and circulate them among staff members for feedback.
As a manager it is very important to celebrate participatory management hence any corrective

measure planned to address the problems should include a consultative process. This includes
seeking suggestions from workers at various levels:
Make suggestions as to how the problem can be dealt with and discuss before
implementation.
Put workers in teams and give them the task to suggest various strategies.
Set a timeline to complete the project.
Evaluate the responses suggested to see how effective they are.
Prepare Customer Service Manual for Staff
The proper customer service procedures should be prepared in the form of a handbook
and all members of staff should get a copy on being employed.
The customer service charter should be established between the organization and the
customers.
This charter should be visibly displayed in the organization.

Measuring guest satisfaction
Customer perceptions need to be analyzed on an ongoing basis. Guest satisfaction may be

monitored in three main ways: unsolicited complaints and compliments, comment cards and
customers surveys. A customer survey is effective as it obtains information from a much broader
range of customers and this is a good way of ensuring quality. The ratio of compliments to
complaints received is often used as a measure of quality. The factors that a satisfaction index
should achieve are as follows:
It should measure the dominant trends in consumer satisfaction.

It should provide straightforward information.
It should not be too long to discourage customers from responding.
It should tell the organization if the guest will return or not.
It should meet the specific needs of an operation.
It should be easy to analyse, so that prompt action can be taken.
Quality audit advantages are consumer-oriented. Auditors take a consumers perspective but can
explain themselves to management in a way that management can understand. An audit is
independent and therefore objective and it provides a lot of detail. The data collected is
actionable, that is to say management can act to correct below standard performance or any
problems that might exist.
Disadvantages
In terms of statistical sampling an audit does not provide any valid evidence of the actual
guests level of satisfaction.
Sometimes there might be bias on the auditors part.
An audit can only be carried out infrequently due to its complexity
Quality control and operations management
The concept of quality control has received a great deal of attention over the past twenty years.
Quality includes specifying a performance standard (by benchmarking, or comparing to a well
accepted standard), monitoring and measuring results, comparing the results to the standard and
then making the necessary adjustments.
Always try to empower workers to deal with customer service problems.

The principle of TQM should be introduced
Total Quality Management (TQM) is a

management technique that focuses on
improving the quality of an organizations
products and services.
Here are some important TQM tips:
Build the organizations commitment to quality

Find ways to measure quality
Set goals and create incentives
Solicit input from employees
Break down barriers between line and staff functions
Do continuous process assessments
How to Improve Your Service
There are many different tools and techniques that organizations can use to improve quality.
Three main areas of change can include employee involvement, customer feedback and
management driven change. It is usually advisable to use all three methods.
Employee Involvement
As managers it is always important to get ideas and feedback from staff on how to improve
service quality as they are the persons doing the job. It is noted that in companies where a
culture of continuous improvement is present, there is involvement from employees. This helps
to give inputs from the customer-perspective and it also helps as a moral booster.
There are two basic strategies for managing quality: the control strategy or the assurance
strategy.
Quality Control in Hotel Operations Involves the following:
Designing quality level Define customer requirements and identify desired quality
characteristics
Setting product standard - Design product to meet standards: Drawings, equipment and
materials specifications, document procedures, organization at planning and training
Check performance Output is measured through: Inspecting, quality audit, guest
complaints.
Process - Check employee performance equipment and monitor.

One of the first things to consider in quality management is determining the level of quality that
will satisfy the target market. Research has shown some of the determinants of service quality to
be:
Reliability: consistency of performance and dependability, no errors or delay

Responsiveness: willingness or readiness of employees to provide service
Competence: knowledge and skill of contact personnel and operational support staff
Access: approachability and ease of contact
Courtesy: Politeness, friendliness, consideration, tact and respect of service staff
Communication: informing customers and listening to them
Credibility: trustworthiness, honesty and believability
Security: freedom from danger, risk or doubt
Rapport: understanding the customers individual needs
Appearance: the physical evidence of the service, the facilities/personnel equipment
ACTIVITY:
As a manager in the Hospitality industry, you have been given the

responsibility of ensuring quality. Do research and use a power point
presentation to discuss employee involvement, customer feedback
and management-driven change. Compare and analyse after you have
measured the actual performance. This can be compared with the
previous standard set.
TAKE ACCOUNT OF IMMEDIATE ENTERPRISE NEEDS AND ENTERPRISE GOALS
Before any corrective measures can be taken, the strategic directions of the company should be
taken into consideration.
You should prioritise what needs to be done and do an audit to find out the urgent needs that
have to be addressed. Always ensure that there is correlation between your organizations
productivity and the systems and procedures before implementing new systems and procedures
CHECKPOINT:
List three important reasons for taking account of enterprise needs

and goals.

Refer to: HEART Trust/NTA (2003). LG - THHWPO0223A Monitor Work

Operations
TAKE HUMAN AND FINANCIAL ISSUES INTO CONSIDERATION
As a manager, you need to recognize that two critical elements in the operations of the
Hospitality Industry are the human and financial components. An organization is as good as its
staff complement and its financial viability.
Managements Responsibility
Management must ensure that the correct decisions are taken. Proper procedures and records
must be maintained, and employees must be selected with adequate training. Personnel records
must be established and maintained, and supervisors must be properly instructed to take action to
ensure that the work progresses satisfactorily.
Three important areas of activity with regards to your management of human resources are:
Strategic alignment of your business objectives with the capacity and willingness of
the employees to achieve these objectives.
Operational support to make sure that employment management policies and

procedures are in place, current and implemented.
Consultative support to address employment management issues that impact on the

business.
Strategic Alignment
This can be achieved by ensuring that your organizational goals are supported by your
employment management policies and practices. To achieve this you can develop a human
resource plan as part of your operational planning. This will be your guide to achieving the
necessary management changes to ensure that management and staff have the necessary skills,
knowledge and attitudes to perform to the standard of the business or enterprise. It is imperative
for you to do a human resource audit. This will aid you in identifying the gaps in the policies,
strategies, procedures and programmes. This audit may include document reviews,
questionnaires, individual and group discussions to gather information and to get feedback.

Important Tips
Critically examine the impact that the changes can have on staffs welfare and
morale.
Always work together with your manager for human resources before you address
human relations issues.
Have discussion with the labour union if the workers have such representation.
Include all departments and all categories of workers at all levels.
Financial Management
Before implementing changes always do a cost benefit analysis to the company. The analysis
will take into account:
Project budgets
Actual vs budget monitoring (weekly)
Record keeping requirements /audit
Monitoring accounts payable/receivable
Billing/collecting
Compliance to contracts
Cash procedures/banking
Financial Statements
Once the organization has established goals and funds are set aside for the resources, the work
can begin towards accomplishing the tasks and goals set.
ACTIVITY 1:
With the help of your ;learning facilitator, set up an appointment with

your manager to discuss the financial aspects of planning and
establishing systems and procedures.

READY TO PROVE YOUR COMPETENCY?
Now that you have completed this element, see if you have fully grasped all the components by
doing the following Self-Assessment:
Checklist 1 Yes No
1. I understand how to identify and clarify system and

procedural requirements through workplace monitoring
and ongoing consultations with colleagues and
customers ( ) ( )
2. I understand how to identify problem areas and take

prompt action ( ) ( )
3. I understand how to identify and develop possible

responses in consultation with colleagues ( ) ( )
4. I understand how to take account of immediate

operational needs and enterprise goals ( ) ( )
5. I know how to take human and financial resources

issues into consideration ( ) ( )
Checklist 2 Yes No
1. System and procedural requirements are identified and

clarified through workplace monitoring and ongoing
consultations with colleagues and customers ( ) ( )
2. Problem areas are identified and prompt action is taken ( ) ( )
3. Possible responses are identified and developed in

consultation with colleagues ( ) ( )
4. Immediate operational needs and enterprise goals are

taken into account ( ) ( )
5. Human and financial resource issues are taken into

consideration ( ) ( )

ELEMENT 2: ESTABLISH SYSTEMS AND PROCEDURES
LEARNING OUTCOMES
establish systems and procedures. Your learning facilitator is there to assist you with the various
1. Provide advanced notice of systems and procedures to colleagues

2. Introduce systems and procedures that cause minimum disruption to colleagues and
customers.
3. Provide training and support as required.
PROVIDE ADVANCED NOTICE OF SYSTEMS AND PROCEDURES TO COLLEAGUES
A procedure - is a step by
step list of activities
required to conduct a
certain.
Oftentimes managers make the mistake of planning and implementing changes without first
discussing it with the persons whom the changes will affect. Employees should not turn up at
work to see workmen in their offices servicing the air conditioning unit without prior notice.
This is not only disrespectful but it is a sign of poor communication and poor management
technique. You should ensure that systems and procedures are discussed then put in writing and
staff members should be asked to sign to the new regulations. You will notice that many
different strategies can be used to reinforce the information. Some of these include using the
intranet, office notice boards, departmental and other staff meetings and so on.
If you have a new telephone system for example, train everybody who has to use the system, and
ensure that the training is continuous.
ACTIVITY:
You have planned to introduce a new telephone system in the office

and you discussed the change with only the operator and the
Manager. What are the weaknesses in this scenario?
Suggest corrective measures.

SYSTEMS AND PROCEDURES IN A TIMELY MANNER IN THE WORKPLACE
Timing is very important when implementing change. You should ensure that the systems and
procedures are carefully planned so as to prevent too much inconvenience to your customers.
You should always remember to practice the art of relationship marketing where through the
quality service that you provide, your guest or customer will opt to return and give you repeat
business. If you have to do a major project do it during the low periods when you do not have too
many guests in house. As a manager you should always post the appropriate signs and send
circulars to guest rooms to inform them of any interruption. If you are aware of the changes to
be effected before the guests arrive you may so inform them.
CHECKPOINT:
What do you need to remember before implementing changes?
PROVIDE TRAINING AND SUPPORT AS REQUIRED
What is Training?
Training can be defined as a learning process whereby people acquire skills, knowledge and
attitudes with a view to achieving their goals.
Ongoing training and evaluation are necessary. These could be done at different periods and
support should also be provided and the proper monitoring tools and quality assurance teams
should be put in place. As one writer says, a training programme is as good as the managers
make it. It is important to note that training is essential to ensure a smooth changeover from the
previous system to the new one. This form of training should begin long in advance of the
implementation so that staff will get an opportunity to get over their initial fear. Once this hurdle
is overcome then we are on our way to solving the problem.
It is usually very helpful to identify the groups in need of training and prioritise training sessions
where possible to orientate the new staff.
ACTIVITY:
Design a training programme that will satisfy staff needs of acquiring

the skills, knowledge and attitude for the job.

Checklist 1 Yes No
1. I know how to provide advance notice of new systems

and procedures to colleagues ( ) ( )
2. I understand how to introduce systems and procedures

to the workplace in a manner which causes minimum
disruption to customers and colleagues ( ) ( )
3. I know how to provide training and support as required ( ) ( )
Checklist 2 Yes No
1. Advance notice of new systems and procedures is

provided to colleagues ( ) ( )
2. Systems and procedures are introduced to the workplace

in a manner which causes minimum disruption to
customers and colleagues ( ) ( )
3. Training and support are provided as required ( ) ( )

ELEMENT 3: REVIEW SYSTEMS AND PROCEDURES
LEARNING OUTCOMES
review systems and procedures Your learning facilitator is there to assist you with the various
1. Monitor efficiency and effectiveness of systems in the workplace

2. Seek suggestions for improvement from colleagues at all levels
3. Make adjustments promptly.
MONITOR EFFICIENCY AND EFFECTIVENESS OF SYSTEM
One of your functions as a manager is to control and ensure at all times that you review your
systems and procedures with a view to making adjustments. In fact, high performing
organizations set up work teams to address such problems. The principle of TQM should be
introduced overtime in an organization, and not too suddenly or all at once.
Refer to: Jones& George (2000). Contemporary Management, Third Edition, p.

621.
SEEK SUGGESTIONS FOR IMPROVEMENT/MAKE ADJUSTMENTS PROMPTLY
Monitoring is a means of control. This process helps to identify the standards of performance. It
also identifies any weaknesses or shortcomings that might arise. This is a continuous process. If
quality is to be maintained the monitoring process has to be ongoing.
Ensure that a checklist or report format is designed and used by the monitoring team. Prepare
Quality Assessment Standards. Management will decide what information they require , for what
purposes, in what format and how often it is required. Information should be provided on various
facets.

Seek suggestions from colleagues and promptly make adjustments. Here are some tips:
Include all the stakeholders in the decision making process.

Have staff meetings, departmental meetings, brainstorming sessions and other informal
sessions to elicit responses.
Do an informal evaluation to get feedback
Encourage dialogue among staff
Incorporate the most practical suggestions in the plan
Make the necessary adjustments in a timely manner
CHECKPOINT:
Name two ways to monitor efficiency and effectiveness.
ACTIVITY:
Write an outline of a review plan to monitor efficiency and

effectiveness, that you would recommend for your organization.

Checklist 1 Yes No
1. I know how to monitor efficiency and effectiveness of

systems in the workplace ( ) ( )
2. I know how to seek suggestions for improvements from

colleagues at all levels ( ) ( )
3. I know how to make adjustments promptly ( ) ( )
Checklist 2 Yes No
1. Efficiency and effectiveness of systems are monitored

in the workplace ( ) ( )
2. Suggestions for improvements are sought from

colleagues at all levels ( ) ( )
3. Adjustments are promptly made ( ) ( )

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LG THHGAD0163A PLAN AND ESTABLISH SYSTEMS AND PROCEDURES

HEART TRUST/NATIONAL TRAINING AGENCY

Learning Management Services Department

*** 2005 ***

Version 1 LRDU MAR. 05

Element 1: Plan systems and procedures....................................................................................7

Element 2: Establish systems and procedures..........................................................................17

Element 3: Review systems and procedures .............................................................................20

Version 1 LRDU MAR. 05

This Competency Unit

Element 1: Plan systems and procedures

Element 2: Establish system and procedures

Element 3: Review systems and procedures

Version 1 LRDU MAR. 05 1

Before you start

Before you start this Learner Guide, you need to:

c. Ensure that your learning resources are available.

e. Plan your learning programme (see below).

f. Understand how to use this Learner Guide (see below).

Planning your learning programme

Version 1 LRDU MAR. 05 2

Element 1 Plan systems and procedures Yes No

1. I can identify and clarify system and procedural requirements

2. I can identify problem areas and take prompt action ( ) ( )

3. I can identify and develop possible responses in consultation

4. I can take account of immediate operational needs and

5. I can take human and financial resources issues into

Element 2 Establish systems and procedures Yes No

1. I can provide advance notice of new systems and procedures to

2. I can introduce systems and procedures to the workplace in a

3. I can to provide training and support as required ( ) ( )

Element 3 Review systems and procedures Yes No

1. I can monitor efficiency and effectiveness of systems in the

2. I can seek suggestions for improvements from colleagues at all

3. I can make adjustments promptly ( ) ( )

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How did you do?

How to use this Learner Guide

Go through the sections/elements as they are presented (starting at Section 1)

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Complete Assessment Exercise

Complete the self-assessment checklist at the end of each section or element

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Using the Computer and Other Resources

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ELEMENT 1: PLAN SYSTEMS AND PROCEDURES

IDENTIFY SYSTEM AND PROCEDURAL REQUIREMENTS

As a Supervisor, you should have a clear understanding of the

State three (3) important reasons why we should plan.

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Do research on the Myers Brigg test, following which you should

IDENTIFY PROBLEM AREAS AND TAKE PROMPT ACTION

Customer Service Procedures

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Customer Service Procedures

QFD - Quality Function

Is your service offer designed with the customer in mind?

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Select two of the systems and procedures listed on pg 9. Prepare your

Refer to: Weinstein, A. William-Johnson, C (1999). Designing and delivering

IDENTIFY AND DEVELOP POSSIBLE RESPONSES IN CONSULTATION WITH

As a manager it is very important to celebrate participatory management hence any corrective

Prepare Customer Service Manual for Staff

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