BSBCUS501 - Manage Quality Customer Services - Management Assignment Help

Assignment Task

Students – please read the case study below and answer the 3 questions listed.
Shelly Sanders has just been promoted to supervise the home furnishings department of a large department store where she works.  The store manager made it clear to her that her first challenge was to turn around the poor showing of the department, particularly in sales, which were below budget, and in customer satisfaction.  The department receives more complaints than any other in the store (although it rates about average in the chain).
Reasoning that dissatisfied customers contribute to a poor reputation in the community, which translates into poor sales, Shelly decides she needs to learn about the department’s current customers and find out how they feel about purchasing from it.  Her first move is to check the department’s information on repeat business.  There isn’t any.
Next, she hunts out the department’s customer suggestions and complaints records to analyse and finds a notebook of scrawled customer comments and queries – all negative.  Wondering how valid the information is, but realising she probably won’t find anything better, she draws up a check sheet to break down complaints and suggestions by frequency and type.  Then she transfers the data onto Pareto charts and finds that the most common cause of customer dissatisfaction is problems with the delivery of furniture customers have ordered.
On investigation, she finds that, when furniture is ordered, the manufacturer quotes a lead time, which sales staff pass on to their customers.   The manufacturer is often late with delivery. In turn, manufacturers often blame their suppliers for late delivery of raw materials.
However, because the store has no tracking system, the first the staff in the furnishings department hear of a problem is when customers ring up to complain that their order is overdue and to ask when they can expect delivery. The staff  then have to search through back orders, check with the supplier to find out the new delivery date and ring the customer back.  This is time-consuming and creates ill will between customers and the store.  It’s also difficult for the staff to find the time to track down late orde4rs, since their priority is meant to be serving customers and ensuring the display area is well presented.
Shelly realises that the problem is too big for her to fix on her own.  She gathers her team together to brainstorm all the problems they experience.  They then prioritise the problems and plan to resolve each of them in turn.  They decide to assign some problems to “working parties” so that they can work on more than one problem at a time.  They’re keen to get the ball rolling and see some results.  As it happens, the problem that the team decides to work on first is the customer delivery problem.

Question 1
How will the team investigate, identify and assess the customer delivery problem? Ensure that you reference relevant workplace policies and procedures.

Question 2
a) How can the team improve the delivery of products and service to the customer. Within the organisations business plan, what types of systems could they put in place to track the delivery of products that customers have ordered?

b) Should the staff involve their suppliers (manufacturer) at any stage?  What strategies and recording system would you put in place to ensure the suppliers (manufacturer) meet the organisations quality and service standards?

Question 3
List four (4) strategies Shelley could employ to ensure staff motivation remains high as they improve their customers’ satisfaction with the furnishings department?  

Question 4

a) Describe two (2) monitoring systems the team can implement to ensure that customer and supplier standards are maintained within the organisation  
b) What two (2) strategies could you use to monitor progress in achieving product and/or service targets and standards.

You are required to prepare a quality service plan and produce a report that meets the requirement of the brief. The assessment must cover all aspects of the consulting brief and be professionally presented. Remember that your creativity is encouraged and you have the freedom to explore the topic with the aim of creating a plan for quality customer service.
You are to select the following organisation and create your hypothetical dream business then research and produce the report based on that business.
• A large tourist information centre
• Consulting brief:

1. Full details of the organisation.
As an introduction, please describe your chosen business in full so that the board will be able to see your vision 
• What type of business is it?
• What will our product be?
• Who will be our customers?
• Where will the business be located?
• What are the customer’s primary needs?
• How will we deliver the service?
2. Quality management process for customer service.
The quality management process is a critical element in the successful delivery of Quality Customer Service. A clear understanding of this process is necessary to ensure successful completion of this project. Use thefollowing titles as headings for your assessment.

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