BSB51918: Manage Quality Customer Service - Diploma of Leadership and Management Assessment Answer

TASK:

Part A – Written Assessment
Scenario:
Your company Colesworths manufactures gym and personal fitness equipment which is sold to numerous retail chains and individual stores. A new competitor has entered the market and is taking away some of your company’s market share. As there is no discernible difference in quality or price of your products compared to your competitor’s products, higher management believe it is a customer service issue. They have asked you to complete a report detailing how these customers can be won back.
Include the following in your report:
1. With reference to the Colesworth scenario, identify one (1) need of their customers for EACH expectation of:
a. Quality;
b. Time;
c. Cost
After identifying, assess the level of each need (indicate your assumptions, where applicable).
2. In relation to your response in #1 above, describe your plan to ensure satisfaction of the identified customer need for:
a. Quality;
b. Time;
c. Cost
3. Describe the process of how you will identify market trends for the products of Colesworth.
4. The Customer Service section of Colesworth’s business plan has a goal of delivering its products to its customers within targeted quality, time and cost. As an extension to your response in #2 above, from a business plan perspective, how will you ensure these are delivered accordingly?
5. Explain how team performance is monitored to ensure quality and delivery standards are met. (4 marks)
6. Explain how a manager (such as yourself) would:
a. Be expected to evaluate and monitor their own performance 
b. Seek learning opportunities to improve their performance
7. Some of your team members are having difficulties in meeting expected customer service standards.
a. How will you assist team members in overcoming these difficulties?
b. What communication skills would you use to assist in the above?
Part A total:
Assessment 1
Part B – Written or Oral Questions
1. a. For each legislation, provide a brief definition to serve as basis for further discussion. 
b. Explain the impact of each operation within the context of colesworth

i. Anti-discrimination law
ii. Australian Consumer Law
iii. Industry codes of practice
iv. Work, health & safety
v. Ethical principles

2. Explain the importance of the following business functions to a company like
Colesworths:
a. public relations
b. product promotion

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