Task 1
Strategies to monitor your organisation’s quality progress could include techniques such as:
• Databases and other controls to record and compare data over time
• Electronic feedback mechanisms using intranet, internet and email
• Feedback forms and other devices to enable communication from customers
• Long-term or short-term plans for monitoring achievement and evaluating effectiveness
• Policies and procedures
• Questionnaires, surveys and interviews
• Training and development
1. Choose a strategy from your chosen organisation and outline how one of the techniques above could be used to monitor progress in providing quality customer service to the agreed standard. (150 words)
2. Discuss how you would obtain and effectively use resources to support the chosen strategy in providing quality customer service (200 words)
Task 2
1. How does the organisation use feedback to solve complex problems and improve its provision of products and services? (200 words)
2. Outline an approach you might use to overcome problems in the delivery of quality customer service. With whom would you consult in developing this approach? Show how this/these person/people would help you overcome problems in delivering quality customer service. (300 words)
3. How does the organisation manage records, reports and recommendations within its systems and processes? (150 words)
BSBCUS501: Assessment 3 It is essential that you read the Unit Assessment Guide before completing this assessment. What you have to do Using the same organisation you reviewed in Assessment 2, complete the following tasks. The suggested word count (where shown) after each question is an indication only. You should try to provide specific answers to each question in a short succinct manner ensuring you communicate all relevant information. In preparing your answers to the following Tasks, please use the Task number and part as your heading. eg: Task 1 (a), Task 1(b), etc. Task 1 Strategies to monitor your organisation’s quality progress could include techniques such as: · Databases and other controls to record and compare data over time · Electronic feedback mechanisms using intranet, internet and email · Feedback forms and other devices to enable communication from customers · Long-term or short-term plans for monitoring achievement and evaluating effectiveness · Policies and procedures · Questionnaires, surveys and interviews · Training and development 1. Choose a strategy from your chosen organisation and outline how one of the techniques above could be used to monitor progress in providing quality customer service to the agreed standard. (150 words) 2. Discuss how you would obtain and effectively use resources to support the chosen strategy in providing quality customer service (200 words) Task 2 1. How does the organisation use feedback to solve complex problems and improve its provision of products and services? (200 words) 2. Outline an approach you might use to overcome problems in the delivery of quality customer service. With whom would you consult in developing this approach? Show how this/these person/people would help you overcome problems in delivering quality customer service. (300 words) 3. How does the organisation manage records, reports and recommendations within its systems and processes? (150 words) Checklist I have: · Clearly identified my answers · Included a bibliography · Included my name, student number, unit number, assessment number · Reviewed and spell checked my document · Saved a copy on my own computer. Assignment 1, LA number LA0, Unit code BSBHRM501, Edition number 1 1 © New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 1, May 2015 2LA019809 Assessment 3, Unit BSBCUS501, Ed 2 © New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 1, November 2015 LA019809 Assessment 3, Unit BSBCUS501, Ed 21 © New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 1, November 2015