Assessment Cover page Page 1 of 2 Version 1.0 01/19 ASSESSMENT COVER PAGE STUDENT DETAILS / DECLARATION: Course Name: Unit / Subject Name: BSBCUS501 Manage quality customer service Trainer’s Name:...

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Assessment Cover page Page 1 of 2 Version 1.0 01/19 ASSESSMENT COVER PAGE STUDENT DETAILS / DECLARATION: Course Name: Unit / Subject Name: BSBCUS501 Manage quality customer service Trainer’s Name: Assessment No: Task 1, Task 2 I declare that: o I fully understand the context and purpose of this assessment. o I am fully aware of the competency standard/criteria against which I will be assessed. o I have been given fair notice of the date, time and venue for the assessment. o I am aware of the resources I need and how the assessment will be conducted. o I have had the appeals process and confidentiality explained to me. o I agree that I am ready to be assessed and that all written work is my own. o This assessment is my: o First submission o Re-submission (Attempt ___ ) Student Name: Student ID: Student’s Signature: Submission Date: / / ASSESSOR USE ONLY: (ACADEMIC DEPARTMENT) Result: Assessment task 1: o Satisfactory o Not Satisfactory Assessment task 2: o Satisfactory o Not Satisfactory Final Assessment Result for this unit C / NYC Feedback: Feedback is given to the student on each Assessment task & final outcome of the unit Yes / No Assessor’s Feedback: Assessor’s Signature: Date: / / ASSESSMENT FIRST SUBMISSION/RE-SUBMISSION RECEIPT: It is student’s responsibility to keep the assessment submission receipt as a proof of submission of assessment tasks. Student Name: Student ID: Unit / Subject Code: Assessment No: Trainer Name: Date: / / Signature: Assessment Cover page Page 2 of 2 Version 1.0 01/19 This page left blank intentionally BSBCUS501 Assessment Task 1, 2 Version 1.1 07/20 Page 1 of 9 Assessment/evidence gathering conditions Each assessment component is recorded as either Satisfactory (S) or Not Yet Satisfactory (NYS). A student can only achieve competence when all assessment components listed under procedures and specifications of the assessment section are Satisfactory. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYS is eligible for re-assessment. Should the student fail to submit the assessment, a result outcome of Did Not Submit (DNS) will be recorded. Student should be provided with an appropriate time frame in which to resubmit their work, according to the RTO’s re-assessment policy and procedure. Plagiarism, cheating and collusion. Where a trainer/assessor believes there has been an incident of academic misconduct involving plagiarism, cheating, and/or collusion, they should report this along with reasons for the allegation. Assessors should refer to their RTO’s policy and procedures regarding training and assessment for further information.” When all unit’s assessment tasks have been submitted and assessed (including resubmissions), print out a copy of this unit’s Final Results Record, included as the last page of this document. Record the result for each task and the final result for the unit as C (Competent) or NYC (Not Yet Competent). There is also space to give the student some written feedback for the overall unit. Sign and date the middle section, and give the sheet to the student. After discussing their results with them, the student must fill out and sign the final section of the Record, where they acknowledge the result that you have given them. When the student has filled out the final section of the Final Results Record, make a copy for them and retain the original with the student’s records. Resources required for this Assessment • All documents must be created using Microsoft Office suites i.e., MS Word, Excel, PowerPoint • Upon completion, submit the assessment printed copy to your trainer along with assessment coversheet. • Refer the notes on eLearning to answer the tasks • Any additional material will be provided by Trainer Instructions for Students Please read the following instructions carefully • This assessment is to be completed according to the instructions given by your assessor. • Students are allowed to take this assessment home. • Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within 2 weeks of the assessment due date. • Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency. • If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. • Please refer to the College re-assessment and re-enrolment policy for more information. • Please provide required references of the sources, if you use any information from any sources (such as: learner book, power point and online resources) to answer the assessment questions and make the required changes to justify that it is your own work. BSBCUS501 Assessment Task 1, 2 Version 1.1 07/20 Page 2 of 9 Re-submission opportunities Please read the following instructions carefully • Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. • If any parts of the task are not satisfactorily completed your assessor will explain why and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt/ s will be arranged at a later time and date. • Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal. • Students are encouraged to consult with their assessor prior to attempting this task if they do not understand any part of this task or if they have any learning issues or needs that may hinder them when attempting any part of the assessment. • Please see Student Assessment, Reassessment and Repeating Unit of Competency Guidelines v1.0 for more detail. BSBCUS501 Assessment Task 1, 2 Version 1.1 07/20 Page 3 of 9 Assessment Task summary You are required to read the article and the case study provided, and answer to all questions in provided space below. In this assessment, you are required to demonstrate your skills and abilities in apply marketing communication across a convergent industry 1. Read studies in Task 1 and Task 2 2. Conduct necessary research. 3. Provide written responses to all questions in the spaces provided. 4. Submit your assessment to your assessor. Assessment Task 1 You are opening a small business of your choice in the Sydney CBD area. For this project you are required to provide procedures and systems that your business will utilise to provide and manage quality customer service. Your Task: 1. Provide an introduction of your business including the products and/or services your business will be offering. 2. For your business identify your internal and external customers and outline their needs from your business. 3. Develop procedures for how you will deliver products or services to your customers within agreed times and specifications 4. Develop procedures for how you will manage your teams performance to meet the business quality and delivery standards 5. Outline how you will monitor the progress of whether your business is meeting the service targets and standards. 6. Outline how you will obtain feedback from your customers and how you will measure customer satisfaction. 7. Outline which resources you will need to acquire and develop or provide quality customer service standards. 8. Develop a procedure for handling customer’s complaints in your business and outline the process of recording complaints and sharing the information with your team. BSBCUS501 Assessment Task 1, 2 Version 1.1 07/20 Page 4 of 9 Case Study Read the following case study and answer the questions in the spaces provided. This assessment is to be completed in class. Engage Staff Lead To Engaged Customers In 2008, New Zealand’s ASB Bank won the accolade of being the country’s number one large bank in terms of customer satisfaction for the sixth year in a row. Seven years before its sixth win, the bank thought its customers were happy – in fact, general customer satisfaction surveys showed they were. However another survey the bank conducted in 2002, measuring how ‘emotionally” attached to the bank its customers were, painted a very different picture. Most of the bank’s customers were prepared to move to the competition at the drop of a hat. They were satisfied, but they weren’t loyal. A changing customer base makes customers expensive and difficult to service. Lifetime customers are much more lucrative and easier to satisfy. The bank decided to put a principle from Gallup into practice: Profitability comes from having emotionally engaged customers and emotionally engaged customers come from fully engaged staff. The bank devised a plan that included ensuring every employee knew its vision word for word. It gave employees vision statements to carry in their wallets; the vision statement was on every email employees sent; and it hung in plaques in every bank. It was clear, memorable, understandable statement: ‘To be New Zealand’s best bank and financial services provider, excelling in customer service.’ By 2004, ASB was outperforming 90% of all companies in Gallup’s worldwide database of employee engagement. It soon became apparent that engagement translates into profits. For four consecutive years, the bank’s operating surplus grew by 20% and its assets increased by more than $7 billion in three years. ASB didn’t stop there; It turned its attention to employees’ interactions with customers. The bank had been using mystery shopper surveys, but these didn’t delve into customer’s emotional engagement. The bank began telephoning
Answered Same DayJul 27, 2021

Answer To: Assessment Cover page Page 1 of 2 Version 1.0 01/19 ASSESSMENT COVER PAGE STUDENT DETAILS /...

Somprikta answered on Jul 28 2021
143 Votes
MANAGEMENT ASSESSMENTS
Table of Contents
Assessment Task 1    3
Introduction    3
Internal and External Customers    3
Product Delivery    3
Team Performance    4
Service Targets and Standards    4
Customer Satisfaction    4
Resources    5
Complaint Handling    5
Assessment 2    5
References    8
Assessment Task 1
Introduction
The business organization, ‘Bohemians’ i
s associated with the selling of hand-crafted jewelry and accessories. The handicraft store is located in Alexandria of the Sydney CBD area. The business has been newly founded. It operates with the help of a small team of employees which aims at managing the different aspects of the business. The products and services sold by the business organisation are hand-crafted jewellery which is inclusive of the bohemian style of earrings, neckpieces, bracelets, and anklets. In addition to the standard and readymade products, special customisations are also available in the different kinds of jewellery. Products are also delivered in and around the area of Alexandria through the help of couriers.
Internal and External Customers
The internal customers of the business are the ones who are related to the business organisation in one way or the other. However, external customers are the ones who have no relation to the organisation in any manner. The external customers are the potential clients that are targeted by the business organisation. The needs of the internal customers are quite a few. For instance, according to Schulz, Martin, and Meyer (2017), internal customers expect certain special discounts upon purchase. In addition to that, they also expect optimal quality at a reasonable and discounted price. The external customers, however, expect good quality within their buying capacity. They also need the products and services provided by the business organisation to be trustworthy and up to the mark.
Product Delivery
The products made by the business organisation 'Bohemians' will be displayed in the store, from which the customers can pick and choose. Additional products will be shown to the potential buyers so that they can be interested in the products offered by the store. As customisations are also available in terms of the products, the potential buyers will also be given added options to select from. After the choice of their product, a piece of fresh jewellery will be given to the customer in order to satisfy their needs and requirements. The order will be packed by the packing team. In the case of customisations, if extra time is required to make the new product, then a certain time will be mentioned within which the customisation will be done on the same day. In case the customer fails to come back, the order will be delivered to him/her, if he/she hails from Alexandria. An additional delivery charge will be taken if the order amount does not cross a border of $100.
Team Performance
The vision and mission of the business organisation will be ingrained in the employees of 'Bohemians'. The best practices which comprise honesty, dedication, the optimal level of service, establishing harmonious relations with customers will be outlined at the very outset. In addition to that, special training will be given to every employee as to the right ways of dealing with the customers as well as the correct procedure of performing their tasks. In addition to stating the vision and mission statement of the business organisation, the instructions will be mentioned through the help of effective communication. According...
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