Training, Teaching and Learning Materials (TTLM)

ADMAS UNIVERSITY

The Ethiopian TVET-System

Database Administration
Level – III

Learning Guide
Unit of Competence: Monitor Implementation of Work
plan/Activities
Module Title: Monitoring Implementation of Work plan/Activities
LG Code: EIS DBA3 010811
TTLM Code: EIS DBA3M 010811

Date: September, 2017

TLM Development Manual
Compiled by: ICT Department
 Training, Teaching and Learning Materials (TTLM)

Occupational Standard: Database Administration Level III

Unit Title Monitor Implementation of Work plan/Activities
Unit Code EIS DBA3 10 0811
Unit Descriptor This unit deals with the skills and knowledge required to oversee and monitor the
quality of work operations within an enterprise. This unit may be carried out by team
leaders, supervisors or managers.

Elements Performance Criteria

1. Monitor and 1.1 Efficiency and service levels are monitored on an ongoing basis.
improve 1.2 Operations in the workplace support overall enterprise goals and quality assurance
workplace initiatives.
operations
1.3 Quality problems and issues are promptly identified and adjustments are made
accordingly.
1.4 Procedures and systems are changed in consultation with colleagues to improve
efficiency and effectiveness.
1.5 Colleagues are consulted about ways to improve efficiency and service levels.
2. Plan and 2.1 Current workload of colleagues is accurately assessed.
organise 2.2 Work is scheduled in a manner which enhances efficiency and customer service
workflow quality.
2.3 Work is delegated to appropriate people in accordance with principles of
delegation.
2.4 Workflow is assessed against agreed objectives and timelines.
2.5 Colleagues are assisted in prioritisation of workload.
2.6 Input is provided to appropriate management regarding staffing needs.
3. Maintain 3.1 Workplace records are accurately completed and submitted within required
workplace timeframes.
records 3.2 Where appropriate completion of records is delegated and monitored prior to
submission.
4. Solve 4.1 Workplace problems are promptly identified and considered from an operational
problems and and customer service perspective.
make 4.2 Short term action in initiated to resolve the immediate problem where appropriate.
decisions
4.3 Problems are analysed for any long term impact and potential solutions are
assessed and actioned in consultation with relevant colleagues.
4.4 Where problem is raised by a team member, they are encouraged to participate in
solving the problem.
4.5 Follow up action is taken to monitor the effectiveness of solutions in the
workplace.

Date: September, 2017

TLM Development Manual
Compiled by: ICT Department
 Training, Teaching and Learning Materials (TTLM)

LO 1. Monitor and improve work place operations

Overview of Leadership and management
Leadership
Leadership is the process of directing the behavior of others toward the accomplishment of some common
objectives.
I.e. Leadership is influencing people to get things done to a standard and quality above their norm.
As an element in social interaction, leadership is a complex activity involving:
 a process of influence
 actors who are both leaders and followers
 a range of possible outcomes – the achievement of goals, the commitment of individuals to reach goals, the
enhancement of group cohesion and the reinforcement of change of organizational culture.
Management
Management is the organization and coordination of the activities of a business in order achieve defined objectives.
Management is often included as a factor of production along with machines, materials, and money.
Roles and responsibilities of Leaders
A team will definitely perform the best if it is guided by a good leader. Leadership is considered as one of the most
essential aspects of the corporate process.
Few of such roles and responsibilities are providing:
- Motivation to the employee
- Resolving conflicts and employment discrimination, and similar others.
The general explanation of leadership roles and management functions practiced in the corporate environment
include:
Leadership Development
Leadership development is a crucial function that a top-level executive has to follow. This includes setting up
leadership down in the hierarchy line of the company. The top-level executive has to strategically plan and set line
managers for different processes.
Planning and Implementation
Planning and implementation should also be carried out by leaders of the company or a process.
Employee and Process Assessment
Employee management is one of the typical corporate leadership roles and responsibilities of a line manager.
Example: - a project manager is responsible for how his members perform.
- a director may be responsible for managing the departments, and making sure they are working fine.
Employee Motivation
It is a fact that a leader without employee motivation skills is not a leader at all. A leader should obligatory motivate
employees to overcome their weak points. A leader should encourage employee by all means possible such as
- appreciation mails
- financial incentives
- Employee recognition awards, and similar other methods.

Decision making

Date: September, 2017

TLM Development Manual
Compiled by: ICT Department
 Training, Teaching and Learning Materials (TTLM)

Any leader, certainly needs to have the decision-making skills. However, decision making should be supported by
strategic planning and thinking. A leader can always consult with his peers before taking a suitable decision.
Conflict Resolution
The leader's conflict resolution skills show their significance. The leader should consider resolving the conflict with
- a professional attitude
- impartial thinking
- Total understanding of the situation.
Problem solving
The leader has to think professionally, obtain complete understanding of the problem, sort out and compare probable
solutions, and finally reach one.
Academic
A leader must be a good communicator, a good listener, and most importantly a good guide.
The above lists are the most essential leadership roles and responsibilities required for managing a company and
employees .

Ways in which leader effectiveness is evaluated

Leaders are constantly been evaluated by organizational members, superiors, and the public. 
The four fundamental approaches used to evaluate leaders:
 Success of the Group
 Member Satisfaction and Positive Affect 
 Influence
 Normative Process - Most people hold a set of expectations as to how a leader should behave.  Their
evaluations of the leader's effectiveness are measured in terms of how well the leader meets this set of role
expectations. 
Supporting operations
Quality Assurance
Quality assurance refers to the processes and procedures that systematically monitor different aspects of a service,
process or facility to detect, correct and ensure that quality standards are being met.
Examples: Quality assurance helped us to eliminate defective products and increase customer satisfaction.
In developing products and services, quality assurance is any systematic process of checking to see whether a
product or service being developed is meeting specified requirements.
Principles of quality assurance
In the workplace, the ability to be a team player is valued and is critical to job performance.
Use 5S to Increase Performance in the Workplace
5S is the name of a workplace organization methodology that uses a list of five Japanese words which are:
- Seiri (Sorting) - identifying.
- seiton (Straightening or setting in order / stabilize) - storing the items used
- seiso (Sweeping or shining or cleanliness / systematic cleaning)
- Seiketsu (Standardizing) - maintaining the area and items.
- Shitsuke (Sustaining the discipline or self-discipline).
They all start with the letter "S". The list describes how to organize a workspace for efficiency and effectiveness.
5S provides the foundation for improving performance through continuous improvement.

Date: September, 2017

TLM Development Manual
Compiled by: ICT Department
 Training, Teaching and Learning Materials (TTLM)

It focuses on:
 Increasing quality by removing waste from the workplace.
 Provide reduction in operating costs by reducing non-value added activities.
 Improving delivery by simplifying processes and removing obstacles
 Improving safety through improved housekeeping and identification of hazards
 Provide an environment where continuous improvement is embraced through workers problem solving and
suggestions, thereby improving morale.
Work is best if the implementation of the program is based on the 5S Performance Improvement Formula:
P=Q+C+D+S+M
Where;
 P - Increase productivity.
 Q - Improve product quality.
 C - Reduce manufacturing costs.
 D - Ensure on-time delivery.
 S - Provide a safety working environment
M - Increase worker morale.
Principles of quality control refer to the various concepts that make up an organization's quality assurance program.
Principles for quality management system can also be extended to quality assurance practices.
LO2. Plan and organize work flow
Assessing current work load
In computing, the term workload is the amount of processing that the computer has been given to do at a given time.
It is Amount of work or number of work units assigned to a particular resource over a given period.
Customer service quality
 Quality customer service is very important to any business. You may have a very good product, but if the customers
are not treated well, they will not come back. If they are satisfied, they will become your regular customers.
 Good customer service helps you form a better relationship with your clients.
Assessing work flow
Workflow is a term used to describe the tasks, procedural steps, organizations or people involved, required input
and output information, and tools needed for each step in a business process.
- Work flow is the sequence of connected steps that make up a work process.
- Determining an efficient work flow can add significant value to an organization’s activities.
Principles of work planning and time management
Work planning means:
 Organize the activities into common groups
 Identify people and other resources needed to get the work done
 Document all the activities you need to do
 Collaborate with the right people to get the right things done
Time management
Time management is the act or process of planning and exercising conscious control over the amount of time spent
on specific activities, especially to increase effectiveness, efficiency or productivity.

The basic principles of time management planning include:

Date: September, 2017
TLM Development Manual
Compiled by: ICT Department
 Training, Teaching and Learning Materials (TTLM)

 Have a clear vision

 Do one thing at a time
 Evaluate your current use of time
 Create a written plan for your daily and weekly activities
 Prioritize your activities

Assisting colleagues
Colleagues are co-worker within the same occupational level (equal level of position and responsibility).
Example: Two high school teachers at the same school with in the same occupation levels are colleagues.
Co-workers are all of those people you work with. Some are on the same level, some higher, some lower (all
people work at the same place) though as co-workers.
Work load prioritization
Workload is Amount of work or number of work units assigned to a particular resource over a given period.
In computing, the workload is the amount of processing that the computer has been given to do at a given time.
The time between a user request and a response to the request from the system (how much work is accomplished
over a period of time) is called workload.

Maintain work place Records

Regular performance reports

Date: September, 2017

TLM Development Manual
Compiled by: ICT Department
 Training, Teaching and Learning Materials (TTLM)

Regular performance measurements can improve productivity, boost morale and provide the all-important "face
time" with managers that employees want and need for job satisfaction.
Choosing the right performance report method can boost the return on investment of people, time and money.
LO4. Solve problems and make decisions
Identify workplace problems
How to Resolve Workplace Conflicts
1.     Identify the problem - Be very specific in identifying the core of the problem

2.     Determine the size and scope of the problem.

. How serious is the problem? 
. How often does the problem occur?
3.     Determine the severity of the problem.
. -How serious is the problem to the work environment?
4.     Identify the easiest way to resolve the problem.
. What specifically, and most simply, would resolve the conflict? 
. What's the easiest solution? 
5.    Arrange to meet with your employer/supervisor.
. Schedule an appointment to meet with your supervisor.  In most situations, discussing a problem
with your supervisor can usually resolve most conflicts.
. To communicate concerns to an employer/supervisor effectively:
 Know the workplace laws
 Research company policies, employee contracts, and employee handbooks
8.     Document the problem.
. Set up a file and keep records of all relevant documents and correspondence.
. Records should include factual written summaries of:
 incidents noting date, time, location, and persons involved
 memos and letters; 
 relevant work documents; 
 meeting notes; 
 performance evaluations;
 any other relevant paperwork to document your  workplace problem

 Initiating short term actions to resolve problems

Effective delegation is essential for problem solving, as, once you have developed a strategy, you will need a
number of people to implement it.
Effective delegation involves focusing on results and having clear, precise objectives. It may also involve
preparation and planning, gaining the approval of others, or simply informing people.

Date: September, 2017

TLM Development Manual
Compiled by: ICT Department