Hi,Here is the assignment at hand. Task 1 needs to be done only using the John Readings information. Must be put in a report form. I've attached tips for report writing which you can use.Task 2 use the Customer service template layout to complete. Please don't put task 1 2 and 3 in the one folder. They are separate assignments and need their own folder.
TLIL5018 Manage Customer Service Learner Assessment Pack Page 4 of 18 Assessment Description This assessment pack requires the learner to manage quality customer service. To complete this comprehensive assessment, the learner must complete 3 assessment tasks. For a task to be considered satisfactory, all elements of it must be complete. On completion of the 3 tasks, the learner will demonstrate that they can: ● Develop a Customer Service Plan ● Manage and Develop the Team ● Monitor and Improve Customer Service . All documents submitted for this assessment must: • Be correctly named • Be professionally presented and typed • Have your name in the footer of each page of the document • Include a bibliography and in text citations using the Author Date method for more information click here. We recommend that you submit all assessment documents in a zipped folder. This assessment must be undertaken only using the John Readings case study organisation. TLIL5018 Manage Customer Service Learner Assessment Pack Page 5 of 18 Assessment Task 1 – Develop a Customer Service Plan Task Description For this task you are required to demonstrate your ability to meet customer requirements through the development of a customer service plan for: It is recommended that you create an assessment folder for all of the documents required for this assessment. When saving files be sure to clearly identify the related task for example: • TLII5018_Assessment_Task_1 You must answer all questions correctly to demonstrate knowledge performance and/or complete all tasks satisfactorily to demonstrate task application. Task 1 Specifications You must submit: • Internal and External Customer Requirements report • Simulation with Assessor • Meeting minutes • Customer Service Plan • Email to the Director of Logistics Scenario John Readings has recently appointed a new Director of Logistics and he is very focussed on developing a customer service culture in the transport and logistic teams. As the Warehouse Manager you have been asked to contribute and support this strategy and roll it out to your teams. You have started by reviewing the existing policies and procedures and job descriptions for the team. 1. Prepare a written report to the Director of Logistics titled Internal and External Customer Requirements. For tips on writing and presenting your report click here. Your report must include: a. Discuss the existing organisational performance management systems. b. Outline the applicable organisational policies, principles, codes and performance standards which relate to performance management in the organisation. c. Discuss the John Readings quality management systems. d. Outline the relevant sections of national and state/territory regulatory requirements and codes of practice relating to customer service,particularly consumer protection legislation (minimum of 3). e. Discuss the requirements for completing relevant documentation such as reports of customer complaints and resolutions. f. Outline the risk management process and identify and analyse the risks relating to dealing with customers and managing consequences of poor customer service. Ensure that you discuss both internal and external customer service. g. Discuss the process you use to plan and supervise the work activities within the team. h. Discuss your plans for engaging with stakeholders to get their contribution to developing a customer service plan for the Transport and Logistics team. i. Include information on how the customer service plan will include measures to ensure that the quality time and costs associated with each customer will be managed. Task 2 (refer to customer service template example) 2. The Director of Logistics is very pleased with your report and would like you to produce and develop a Customer Service Plan using the template provided here for the John Readings Transport and Logistics team. Your Customer Service Plan should be based on the feedback and information you have received and analysed from your meeting and must include: a. Vision and mission statements that refer to John Readings provision of customer service, b. A list of internal and external customer types and their needs c. Policies and procedures – including the service protocols to be followed by all personnel. d. A list of the relevant legislation (minimum of 3) and why each must be followed to maintain customer service requirements. Task 3 3. Draft an email to the Director of Logistics attaching your customer service plan for feedback and review. Your email must outline how you plan to ensure that products and services are delivered to customer specifications in accordance with the organisational business plan. Company History John Readings Pty Ltd is an Australian retail company trading under the name Reads. Its primary business is general book sales to the consumer market. It currently has 41 stores located in all Australian States and Territories. This chain of traditional booksellers retails a broad range of fiction and non-fiction books, DVD’s etc. and Read’s main opposition comes from Borders, Angus & Robertson, Dymocks, Collins and the large department stores including Myers, David Jones, Kmart and Big W who sell some of their books and related products at below cost price. John Reading who, prior to the war had been a business prodigy, started the company in 1956 when he returned from the Second World War to Melbourne and an unlikely inheritance. His second cousin, removed, whom he had never met and was only vaguely aware of, had died in England and left him with a substantial estate and a request to bring reading to the masses. Subsequently John Reading, who knew little about books and even less about fiction but was an extremely savvy businessman, opened his first store in Collins Street Melbourne in late 1956 just in time to catch the Christmas trade. Fortunately, he married a gregarious reader and budding author Tilley Johnson who went on to write and publish the now famous Darkfire Trilogy – a fantasy series unsurpassed in modern fiction. Together they built the Readings empire and by 1970 it consisted of more than 50 stores across Australia. In the mid 1970’s John and Tilley handed the business over to their daughter Zoe who like her mother had a talent for creating and, mentored by her father since she was small, she also had a good business head on her shoulders. Under Zoe’s leadership the company grew to more than 250 stores and was investing and expanding into New Zealand and Asia. Vision and Mission Mission To publish great books well and provide access to diverse stakeholder groups and individuals. Vision · To be a respected publisher that values diversity, nurtures talent and encourages exploration and creativity · To be customer focused in all aspects of our business and to respond to changing customer needs with immediacy and enthusiasm · To anticipate change, encourage access to the written word in whatever form is most appropriate at any given time in society · To be the number one destination for authors, customers, agents, employees and other publishers · To improve business efficiency by increasing visibility of day to day demand and responsiveness to it. Business Plans John Readings Bookstore National Business Plan (Excerpt) John Readings Expansion Strategy John Readings Future Business Expansion John Readings Mission, Vision and Strategic Plan John Readings Risk Management Strategy Plan Operations and Finance Operational Plans John Readings Procedure Standard Production Support Plan John Readings WHS Management System Principles Objectives Standard Operating Procedures John Readings SOP Receiving Materials John Readings SOP Stock Issue John Readings SOP Warehouse Cleanup Projects National Booksellers Conference and Fair Financial Reports and Information John Readings Payroll Scenario John Readings Financial Statement John Readings Annual Salary Budget 202x John Readings Operational Financial Policy and Procedure Manual Operational Policies John Readings Continuous Improvement Policy John Readings Quality Policy John Readings Customer Complaints Policy and Procedure John Readings Policy Energy John Readings Policy Environment Online Book Selling Strategy John Readings Online Competitor Analysis John Readings Import Ban Books John Readings Inventory Management in Bookstores John Readings Supply Chain Impact of Internet Bookselling Human Resources Marg Jessop, the HR Director at John Readings for more than 20 years, says: “In general, we have been very strong in our employee relations. Our employees tend to stay with us long term. We have been fortunate in that sense. It’s not something that we say, but what we have done for the employees that make them feel that we do care for them. There are a lot of things that we’ve done in the past. We have shown them that if they are capable, even if they are beyond the retirement age, we’ll still want them to stay with us. I think that once employees know that the employer really means what they say, it makes a lot of difference to them, we already have people who are in their 70’s. I have one employee who is 75 in one store. So, in that sense, we are in the forerun of HR practices. And we value our staff and their talents; they are an asset to us.” Employees at John Readings have always been paid above the average and they work a 32-hour week with the option to work overtime and take a day in lieu. “We don’t like to pay overtime but we’re very happy to let staff work flexibly as long as they organise their shifts and let us know in plenty of time. We trust our staff to do the right thing” Jessop says. Jessop feels, beyond this, employee communication has played a pivotal role all along. "When we have good times, we share with the employees and we listen to them. For instance, if I were to implement a change in a scheme that may affect the employees, I would set up focus groups with participation from different level of employees. We listen to them, give them a chance to participate in the whole process, so eventually when we roll out the system or policies, it's easier for them to accept as they feel they have been a part of it. They have been consulted. It's not something that only management is involved in. They feel they are respected, they have a voice in the organisation." In addition, the HR team leader conducts surveys, and its senior management team walks the stores every week and has direct access to employees, she shares. However, she confides that she is a bit concerned with the change in direction with the new CEO and the ideas suggested in the consultant's report. She feels that the company is in danger of moving away from people as its biggest asset to technology instead. Many of our long-term staff have confided in me that they're worried about the shift from what they see as customer service to self-serve and the focus and celebration around financial savings made as a result.” She says, 'I just hope they know what they're doing!' There are a number of documents that support this area of the business. They include: · John Readings Future Business Expansion · John Readings Organisational Chart · John Readings Current